Activant Prophet 21

Service and Maintenance: Scheduling, Contract, and Claims Processing

Service and Maintenance suite: course 3 of 3

This class is designed for…

New and existing customers who process service orders

Objectives

Use service time management windowsSet up, sell, maintenance, and bill Service ContractsReview the setup and processing of Warranty ClaimsUnderstand Preventative Maintenance setup and scheduling

This course will NOT cover…

Regular Order ProcessingBasic Service Order Entry

System Settings

System Setup/System/System Settings/Service Order/Scheduling

System Settings

System Setup/System/System Settings/Service Order/Scheduling

System Settings

System Setup/System/System Settings/Service Order/Scheduling

System Settings

System Setup/System/System Settings/Service Order/Scheduling

Company Maintenance

Shift Maintenance

Service Order/System/Shift Maintenance

Service Center Maintenance

Service Order/System/Service Center Maintenance

Technician Maintenance

Calendar Maintenance

Service Order/System/Calendar Maintenance

Scheduling Technicians for Service

Two ways to schedule techniciansTime SchedulerVia Service Order Entry

Time Scheduler

Time Scheduler

Time Scheduler

Zoom In to view hour details

Zoom Out to view general details

Time Scheduler

Time Scheduler

Time Scheduler

Step 1

Step 2

Schedule Via Service Order Entry

Schedule Via Service Order Entry

Schedule Via Service Order Entry

Quick Time Entry

Quick Time Entry

Step 1

Step 2

Quick Time Entry

Step 4Step 3

Customer Contracts v. Warranties

Customer ContractsCoverage provided by your companySold to customer for coverage of parts, labor, or both

WarrantiesCoverage provided by vendorAssigned to service item so that you can request payments from vendors for service

Service Order Contracts

Basic needs for a contractWays to create a service contract

Item Maintenance

Step 2

Step 1

Item Maintenance

Step 3

Item Maintenance

Step 3

Step 5

Step 4

Item Maintenance

Step 6 Step 7 Step 8

Item Maintenance

Step 9

Item Maintenance

Setting Description

Yes Preventative Maintenance is covered along with regular service

No No Preventative Maintenance work is covered

Only Only Preventative Maintenance is covered by the Service Contract

Item Maintenance

Save when all Item Details are complete

Service Item – Accessory Items

Step 1

Service Item – Accessory Items

Step 2

Creating Service Order Contracts

Via Order Entry

Via Order Entry

Step 1

Step 2 Step 3

Via Order Entry

Prompt to add service contract item

Via Order Entry

Customer Contract Maintenance

Service Order Entry> Maintenance > Customer Contract Maintenance

Customer Contract Maintenance

Customer Contract Maintenance

Next: Invoice in next periodPrevious: Invoice for period that just ended

Customer Contract Maintenance

Bill on PM OnlyNext Billing Date does not applyBilling will take place when preventive maintenance is completed

Customer Contract Maintenance

View Service Orders associated with the service item/contract

Service Order Entry

Step 1

Step 2 Step 3

Service Order Entry

Service Order Entry

Service Contract Invoicing

Service Contract Invoicing

Step 1

Step 3

Step 2

Service Contract Invoicing

Once you have established your criteria options, select to retrieve the criteria

Service Contract Invoicing

Select contracts you choose to bill by setting Invoice = Y

Warranty Setup

Needs for warranty maintenanceVendor Warranty Accounts

Default from Company Maintenance

Warranty IDsWarranty Records

Vendor Adjustments

Warranty Assignment to Items

Assign in Item MaintenanceWarranty established when item is invoiced

Service Item MaintenanceAssign warranty info specific to the customer, item, and serial number

Warranty Maintenance

Service Order > Maintenance > Warranty Maintenance

Warranty Maintenance

Step 2

Step 1

Warranty Maintenance

Step 4

Step 3

Warranty Maintenance

Step 5

Define exceptions for coverage on partsIf All Parts = N on the Warranty tab, define parts coverage details for these parts only

Warranty Maintenance

Define labor exceptionsIf All Labor = N on the Warranty Tab, define labor covered by the warranty

Step 6

Warranty Maintenance

Auto Create Claim upon Service Item Completion – facilitates claim creation via Service Order Entry

Item Maintenance

Service Item Maintenance

Service Item Maintenance

Step 2

Step 1

Service Item Maintenance

Service Item Maintenance

Step 2

Step 1

Step 3

Service Item Maintenance

Service Orders and Warranties

Service Orders and Warranties

Service Orders and Warranties

Service Orders and Warranties

GL Impact – Warranty Payments

Account ImpactWarranty Receivable CreditWarranty Revenue Debit

Warranty Claim Entry

Warranty Claim Entry

Step 1

Warranty Payments

Step 1

Warranty Payments

Step 2

Warranty Payments

Step 3

Warranty Payments

Step 4

GL Impact – Warranty Payments

Account Impact

Bank Account/Vendor AP Account

Debit

Warranty Allowance Account DebitWarranty Receivable Account Credit

Warranty Claim Detail Report

Generate PM Service Orders

Customer Contract Maintenance

Service Order Entry> Maintenance > Customer Contract Maintenance

Item Service Maintenance

Item Service Maintenance

Step 1

Step 2

Step 3

Item Service Maintenance

Generate PM Notices

Generate PM Service Orders

Generate PM Service Orders

Generate PM Service Orders

Summary

Use service time management and quick time entrySet up, selling, maintenance, and billing of service contractsCreate warranty claims and collect payments from vendorsUnderstand Preventative Maintenance Scheduling and Notification

For More Information…

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