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any location of your choice MOC Class 80414 Dynamics AX Training -> Service Management in Microsoft Dynamics AX 2012

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This two-day instructor-led course provides students with an overview of Service management features and functionality in Microsoft Dynamics AX 2012.This course covers the major functions and describes how service management is integrated with the Project management and accounting module. The participants for this course should have basic knowledge of the earlier versions of Microsoft Dynamics AX.

Who Should Attend

This course is intended for partners, customers, and Microsoft team members with moderate to extensive knowledge of Project management and accounting functionality in Service management.

Course Outline

Module 1: Introduction

This introduction shows how the Service management module is designed for companies to manage their service operations as a business in Microsoft Dynamics AX 2012.


Module 2: Service Agreements

The Service agreements form is the central element in a service agreement. A service agreement also relates to other elements of the Service management module.


Module 3: Service Orders

This module explains how the service orders are created by using a specific process. In addition by using Microsoft Dynamics AX 2012, users can perform repair work on a service object.


Module 4: Service Level Agreements

This module explains the concept of service level agreement and how to create a new service order attached to a service level agreement with defined intervals to perform a task. It explains the how service orders are processed.


Module 5: Service Dispatcher

This module shows how Service Dispatcher is a part of the service management module in Microsoft Dynamics AX 2012 and it provide a dynamic management of service orders and service agreements both for customers and service companies. The procedure to create service dispatcher is described along with an overview of the service operation.


Module 6: Repair in Microsoft Dynamics AX 2012

This module describes how the Repair functionality in Microsoft Dynamics AX 2012 is used to perform repairs and the procedure to use this functionality. Repair functionality in Service management is also used to record the different stages in the repair cycle. In addition; a service company can use the Repair functionality to register resource consumption for the repair task, and generate Repair reports.


Module 7: Service Management Bill of Materials

This module explains how beneficial this feature is for the service company. Service management Bills of Materials helps to track service objects at the customer’s site, generate a service object change and even obtain a replacement history.

In addition, the service company can create and edit template BOMs and register updates in the BOM composition and resources by using the BOM Designer.


Module 8: Service Subscription

This module shows you how the service subscription is integrated with the Project management and accounting module in Microsoft Dynamics AX 2012. All processes related to creating and processing service subscription are explained. In addition, users can set up service subscriptions, create and processes subscription fee transactions, and credit the subscription transactions.


Module 9: Using the Enterprise Portal for Service Management

This module shows you how the Service management module is improved with features that provide customers and service companies more dynamic management of service orders and service agreements. The service management area is used by the technician and the self service portal is used by the customers to manage and oversee service orders.



Lab: Create a Service Agreement
Lab: Copy lines into a Service Agreement
Lab: Create and Process a Manually Created Service Order
Lab: Create Service Orders Automatically
Lab: Set Up a Service Level Agreement
Lab: Generate Activities
Lab: Create a Repair Line and Register Service Order Transactions
Lab: Create Service BOM Version
Lab: Create a Subscription, a Subscription Transaction, and Accrue the Transaction
Lab: Reverse Subscription Accruals
Lab: Create a Service Order

What You'll Learn

After completing this course, students will be able to:

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