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Field service management (FSM) functionality is a key component of Microsoft Dynamics Ax. The design of service management ensures a tight integration to the Microsoft Dynamics Ax Project module, which is a prerequisite for running Ax Service Management.
Using the service management module with Microsoft Dynamics Ax Projects, customers are able to create service contracts in which the following can be specified:
- The service that will be delivered
- Who the service will be delivered by
- When the service will be delivered
Further enhancements support professional service based companies or manufacturing service organisations, and include the following:
- Improved Dynamics Ax Project accounting enhancements, such as project estimation and forecasting, improved budget oversight, and credit notes
- Support for key service management processes
It is ideal for businesses with long or complex sales cycles, and businesses that focus on supporting employee roles, such as service manager, dispatcher, and service technician or service consultant.
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One of the central ideas behind Microsoft Dynamics Ax Service Management is that users should be able to view the services they provide as a business in terms of income and cost. Users should be able to view profit or loss across different contracts, customers, time periods and objects serviced.
Ax Service Management focuses on the needs of companies with relatively non-standardised service offerings. The module allows dispatchers and technicians to specify precisely what service tasks need to be carried out, while retaining full control over cost and income, as long as it can be invoiced. Companies can record income, either from resource consumption, or from periodically invoiced installments.
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The work performed by, for example, a service technician at a customer site is referred to as a service order. The service order tracks the hours worked by the service technician, as well as any consumables used or other costs that can be invoiced. Repair requirement feedback can also help the company track and analyse repair operations on any given item.
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