What you will learn - and why
Attendees learn how to process service orders, how service orders update
contracts, and how to prepare closed service orders for invoicing. Emphasis
is placed on the codes and default information pre-entered on a new service
order, as well as the effect service order information has on contracts. Technician
scheduling and dispatching is examined. Manipulating inventory, including RMAs to vendors and exchanges, is discussed in detail. Tracking technician
labor and invoicing are addressed. Students learn how to effectively use workflow
to manage the service order process.
Upon completion, attendees should be able to implement the customer service
tracking function of Tigerpaw.
View Classes On Demand
Lecture Titles - Class 1
- Understanding service order processing
- Setting up service tables
- Understanding
'status' and 'type' codes
- Setting up system-wide service options
- Defaults used for a new service order
- Account service instructions
- Preparing service orders
- Creating a service order using only a serial number
- Assigning a technician to a service order
- Using the graphical Dispatch Board to schedule technicians
- Using the
statistics tab
- Using the calendar
- Opening and closing service orders
- Printing a service order
- Understanding how workflow helps manage service orders
- Understanding contracts and contract billing
- Using the
contract list view
- Understanding how service orders affect contracts
- Creating a service order for an account
- Scheduling tasks (alarmed) for a service order
Assignment: Using the
sample database, examine the system
options and service-related master tables. Create a workflow event for a
service order. Create a new service order, change the status, process the
workflow assignment, schedule a technician, print the service order, dispatch
the technician, and close the service order.
Lecture Titles - Class 2
- Entering time logs and expenses on a service order
- Understanding the batch time log entry process
- Recording parts and labor used on a service order
- Filling a service order from inventory
- Using service order notes
- Understanding the price book and inventory movement
- Tracking items serviced
- Tracking RMA items back to a vendor
- Printing an RMA packing slip
- Using the RMA
list view
- Using billing &
shipping information
- Exchanging inventory with a customer; posting an
exchange
- Using the exchange
list view
Assignment: Create a new service order, enter billing and shipping
information, enter service order notes, enter items being serviced, create
and process an RMA, enter time logs, and record parts and labor used. Perform
an exchange of an inventory item with one the customer already has, and
fill the service order.
Lecture Titles - Class 3
- Preparing a service order invoice
- Utilizing partial invoicing
- Using the invoice
list view
- Understanding how posting invoices updates customer inventory
- Adding an item to customer inventory
- Attaching serial numbers to customer inventory
- Tracking customer inventory history
- Using symptom and
resolution codes
- Using the statistics tab
- Using the service
order list view
- Printing a batch of service orders
- Understanding credit memos
Assignment: Prepare the previously created service order for invoicing.
Partially invoice the service order. Post the invoice. Invoice the remaining
items on the service order. Post this invoice. Add a serial number to one
of the items you post. Examine customer inventory that was added during
the post process. Use the service order list view and print a batch of service
orders.
