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Microsoft Dynamics 365 Business Central

Service Management

Deliver better service experiences with planning, dispatching, and service contract management.

Planning & Dispatching

Assign personnel to work orders and log details such as work order handling and work order status. For dispatching, manage service personnel and field technician information, and filter according to availability, skills, and stock items. Gain an overview of service task prioritization, service loads, and task escalations. 

Service Contract Management

Set up agreements with the customers about service levels: 

Maintain information on contract history, contract renewal, and contract templates.

Manage warranties for service items and spare parts. 

Record details on service levels, response times, discount levels, and the service history of each contract, including service items and parts used and labor hours. 

Measure service contract profitability. 

Generate service contract quotes. 

Service Item Management

Record and keep track of all your service items, including contract information, component management, and BOM reference and warranty information. Use the Trendscape Analysis feature to view key performance indicators for service items during various periods. 

Service Order Management

Register post-sales issues including service requests, services due, service orders, and repair requests. Let customers initiate service requests or create them automatically according to the terms of service agreements. 

Register and manage equipment loans to customers. Get a complete history of service orders and service order quotes through the Service Order Log. 

Service Price Management

Set up, maintain, and monitor service prices. Set up price groups based on criteria, such as the service item (or several item groups), the service tasks, or the type of fault for a period of time or for specific customers or currencies. Define price calculation structures that include all parameters involved in providing service, such as the parts used, the types of work, and the service charges. Automatically assign the correct price structure to service orders that match the price group criteria. Assign fixed prices, minimum prices, or maximum prices to price groups and view statistics about profitability.