for Microsoft Dynamics 365 Finance and Supply Chain Management

Dynamics Service Management

1

3

5

2

4

6

Content

7

Introduction 4

Service amp Installed Base 5

Service Objects 6

Service Contracts 7

Call Centre Support 8

Dispatching and Resource Scheduling 10

Quick Overview 11

Maximize First-Time Fix Percentage amp increase Service Engineer Productivity

3 13Dynamics Advanced Field Service

Increase service revenue creation

and cost containment

Increase contribution of service to

total company results

Improve service operational

performance and efficiency

Increase percentage installed base

under service contract

Improve levels of customer

satisfaction and retention

Enhance competitive market

differentiation

Increase in workforce productivity

and first-time fix percentage

Benefits

In challenging economic and competitive climates it is easy to view service as a cost center

Companies sometimes even decide to cut back the tools and infrastructure necessary to support

the growth of the service business

To meet customer demands with your field

service organization you need to ensure that

the right technician arrives at your customer

at the right time with the right parts to provide

efficient issue resolution

The best service organizations have taken the

next step in scheduling They have evolved

from reactive scheduling to predictive fore-

casting This pro-active service not only

prevents more assets from breaking down

but it also shows the customer that they are

essential The customer relationship does not

end with responding to a customer problem

Resolution is imperative in meeting Service

Level Agreements with customers and main-

taining a healthy partnership

Dynamics Service Management provides you

with the critical functionality to manage your

service business and supports you in realizing

and improving your customer satisfaction

level

Introducing Dynamics Service Management

1

4 13Dynamics Service Management

Service amp Installed Base

Many customers worldwide rely on Dynamics

Service Management to support their daily

service business processes Dynamics Service

Management supports your service organi-

zation featuring complaints and warranty

repairs and periodic maintenance

At the same time you have direct access

to all the data you need regarding service

objects resources contract and logistics

Dynamics Service Management is fully inte-

grated with the Microsoft Dynamics 365

Finance and Supply Chain Management

enabling handling service requests amp initia-

ting service activities both from a financial

and a logistics perspective

It is based on Microsoft Dynamics Lifecycle

Services including data packages to upload

master data and best practice business

processes as well as supported by task

recordings

Installed Base

Service is all about knowing your customer

in order to increase customer intimacy

and customer satisfaction it all starts with

keeping track of the customer installed base

2

5 13Dynamics Service Management

Providing service is always related to the

installed base of the customer also known

as service objects These service objects can

vary from a single object to a complicated

installation consisting of many objects and

components in a flexible multi-level lsquoas main-

tainedrsquo structure

Dynamics Service Management offers you

several ways to register these objects related

to the service you want to provide including

a graphical object builder for the complex

structures

The object master file is also the single source

of information regarding historic operational

and financial information

Service Objects

Service is all about knowing your

customer in order to increase

customer intimacy and customer

satisfaction it all starts with keeping

track of the customer installed base

3

6 13Dynamics Service Management

Service Contracts

In todayrsquos service focused world requi-

rements regarding service levelrsquos and

term amp conditions need to be more and

more flexible and customer focused

Service Management offers you the tools

to support these increasing demands with

the service contract functionality Whether

you require contract templates to simplify

and standardize your service contracts

or fully flexible contracts that you can

build from scratch it is all possible The

service contract functionality allows you to

define the terms amp conditions including service

level definitions service level agreements peri-

odic invoicing and preventative maintenance

From the moment you start setting up the

contract proposal to the moment you want to

evaluate the contract performance during or

after the contract you can use views such as

the service contract cockpit view to analyze

different phases of your contract lifecycle

Day-to-Day Process

In the daily service process it is all about

registering your customer request and dispat-

ching the right engineer to the right place

improving your first-time fix percentage and

improving customer satisfaction Dynamics

Service Management supports the field

service processes as well as the processes

required for the workshop repair process

Service Contracts

4

7 13Dynamics Service Management

Call Centre Support

5

The process starts with registering the

customerrsquos request using the service call

functionality The service calls allow you

not only to log the service request from the

customer but also provide direct feedback

to the customer about their warranty and

applicable contract Together with the infor-

mation regarding the previous service calls

you can increase customer intimacy You can

route the service calls and if needed addi-

tional work can be identified to be carried

out by the service team Any change in

flow-related data is recorded in the service

call history This allows for extensive and

detailed service call fulfillment analysis

Based on the agreed terms amp conditions and

determined severity the appropriate service

level agreement will be applied ensuring that

your organization responds within the agreed

timeframe

8 13Dynamics Service Management

ldquoDynamics Service Managament continues to be the best fit for GEArsquos requirementsrdquo Patrick Gmelig CIO GEA Refrigeration Technologies

9 13Dynamics Advanced Field Service

The service call is the first step in the

day-to-day process Once the service call is

created the next step in the process starts

with the creation of a service task

For this process you can use lsquoevent codesrsquo to

identify pre-defined work packages which

can forecast default hours (spare-) parts

checklists and revenue codes for service

items to it While creating the service task

the applicable terms and conditions will be

automatically applied to make sure that

work that is covered by a contract is marked

as non-invoiceable

Assigning the service task to the right person

can be done by using the graphical schedu-

ling overview In this screen you will have

a direct view of your resource availability

open tasks including their severity and insight

into whether the required spare parts are

available With a simple drag and drop action

from the planner tasks can be scheduled

to the available resource While planning

Dynamics Service Management will help you

determine whether the resource has the skills

requirements and or certificates as required

by the customer

Once all the work is completed the cost

or revenue will be posted against both

the service object as the service call and

depending on the terms and conditions the

customer will receive an invoice

Dispatching and Resource Scheduling

6

10 13Dynamics Service Management

Objects Sub-objects

bull Graphical object builder

bull Automatic creation of objectscontracts from

sales lines

bull Full financiallogistic service history

bull Maintenance of hierarchical object structures

bull Planned maintenance based on time or usage

volume

bull Enhance warranty management

Service Contracts

bull Contract quotationsconfirmations

bull Independent invoice schedule

bull Flexible project integration

bull Preventive maintenance schedule per contract

bull Invoice scheduling per contract

bull Request handling template with SLA specifica-

tion coverage components

bull Financially integrated with projects without

overhead

bull Invoicing in advance with automatic revenue

recognition

Service Calls Tasks Scheduling

bull Standard and simplified helpdesk screen for

registering

bull Flexible request-status schema including SLA

deadlines per status

bull Monitoring progress and status

bull Complaint classification crediting

bull Task creation based on pre-defined work

packages

bull Forecasted versus realized information

bull Graphical planning with drag and drop

functionality

bull Graphical scheduling based on skills require-

ments and certificates

bull Support for field service and in-house repair

Overview and Analysis

bull Standard and user defined queries

bull Standard and user defined reports

bull Financial cockpit overviews

Prerequisite

bull Microsoft Dynamics 365 Finance and Supply

Chain Management

Dynamics Service Management a quick overview

7

11 13Dynamics Service Management

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

1

3

5

2

4

6

Content

7

Introduction 4

Service amp Installed Base 5

Service Objects 6

Service Contracts 7

Call Centre Support 8

Dispatching and Resource Scheduling 10

Quick Overview 11

Maximize First-Time Fix Percentage amp increase Service Engineer Productivity

3 13Dynamics Advanced Field Service

Increase service revenue creation

and cost containment

Increase contribution of service to

total company results

Improve service operational

performance and efficiency

Increase percentage installed base

under service contract

Improve levels of customer

satisfaction and retention

Enhance competitive market

differentiation

Increase in workforce productivity

and first-time fix percentage

Benefits

In challenging economic and competitive climates it is easy to view service as a cost center

Companies sometimes even decide to cut back the tools and infrastructure necessary to support

the growth of the service business

To meet customer demands with your field

service organization you need to ensure that

the right technician arrives at your customer

at the right time with the right parts to provide

efficient issue resolution

The best service organizations have taken the

next step in scheduling They have evolved

from reactive scheduling to predictive fore-

casting This pro-active service not only

prevents more assets from breaking down

but it also shows the customer that they are

essential The customer relationship does not

end with responding to a customer problem

Resolution is imperative in meeting Service

Level Agreements with customers and main-

taining a healthy partnership

Dynamics Service Management provides you

with the critical functionality to manage your

service business and supports you in realizing

and improving your customer satisfaction

level

Introducing Dynamics Service Management

1

4 13Dynamics Service Management

Service amp Installed Base

Many customers worldwide rely on Dynamics

Service Management to support their daily

service business processes Dynamics Service

Management supports your service organi-

zation featuring complaints and warranty

repairs and periodic maintenance

At the same time you have direct access

to all the data you need regarding service

objects resources contract and logistics

Dynamics Service Management is fully inte-

grated with the Microsoft Dynamics 365

Finance and Supply Chain Management

enabling handling service requests amp initia-

ting service activities both from a financial

and a logistics perspective

It is based on Microsoft Dynamics Lifecycle

Services including data packages to upload

master data and best practice business

processes as well as supported by task

recordings

Installed Base

Service is all about knowing your customer

in order to increase customer intimacy

and customer satisfaction it all starts with

keeping track of the customer installed base

2

5 13Dynamics Service Management

Providing service is always related to the

installed base of the customer also known

as service objects These service objects can

vary from a single object to a complicated

installation consisting of many objects and

components in a flexible multi-level lsquoas main-

tainedrsquo structure

Dynamics Service Management offers you

several ways to register these objects related

to the service you want to provide including

a graphical object builder for the complex

structures

The object master file is also the single source

of information regarding historic operational

and financial information

Service Objects

Service is all about knowing your

customer in order to increase

customer intimacy and customer

satisfaction it all starts with keeping

track of the customer installed base

3

6 13Dynamics Service Management

Service Contracts

In todayrsquos service focused world requi-

rements regarding service levelrsquos and

term amp conditions need to be more and

more flexible and customer focused

Service Management offers you the tools

to support these increasing demands with

the service contract functionality Whether

you require contract templates to simplify

and standardize your service contracts

or fully flexible contracts that you can

build from scratch it is all possible The

service contract functionality allows you to

define the terms amp conditions including service

level definitions service level agreements peri-

odic invoicing and preventative maintenance

From the moment you start setting up the

contract proposal to the moment you want to

evaluate the contract performance during or

after the contract you can use views such as

the service contract cockpit view to analyze

different phases of your contract lifecycle

Day-to-Day Process

In the daily service process it is all about

registering your customer request and dispat-

ching the right engineer to the right place

improving your first-time fix percentage and

improving customer satisfaction Dynamics

Service Management supports the field

service processes as well as the processes

required for the workshop repair process

Service Contracts

4

7 13Dynamics Service Management

Call Centre Support

5

The process starts with registering the

customerrsquos request using the service call

functionality The service calls allow you

not only to log the service request from the

customer but also provide direct feedback

to the customer about their warranty and

applicable contract Together with the infor-

mation regarding the previous service calls

you can increase customer intimacy You can

route the service calls and if needed addi-

tional work can be identified to be carried

out by the service team Any change in

flow-related data is recorded in the service

call history This allows for extensive and

detailed service call fulfillment analysis

Based on the agreed terms amp conditions and

determined severity the appropriate service

level agreement will be applied ensuring that

your organization responds within the agreed

timeframe

8 13Dynamics Service Management

ldquoDynamics Service Managament continues to be the best fit for GEArsquos requirementsrdquo Patrick Gmelig CIO GEA Refrigeration Technologies

9 13Dynamics Advanced Field Service

The service call is the first step in the

day-to-day process Once the service call is

created the next step in the process starts

with the creation of a service task

For this process you can use lsquoevent codesrsquo to

identify pre-defined work packages which

can forecast default hours (spare-) parts

checklists and revenue codes for service

items to it While creating the service task

the applicable terms and conditions will be

automatically applied to make sure that

work that is covered by a contract is marked

as non-invoiceable

Assigning the service task to the right person

can be done by using the graphical schedu-

ling overview In this screen you will have

a direct view of your resource availability

open tasks including their severity and insight

into whether the required spare parts are

available With a simple drag and drop action

from the planner tasks can be scheduled

to the available resource While planning

Dynamics Service Management will help you

determine whether the resource has the skills

requirements and or certificates as required

by the customer

Once all the work is completed the cost

or revenue will be posted against both

the service object as the service call and

depending on the terms and conditions the

customer will receive an invoice

Dispatching and Resource Scheduling

6

10 13Dynamics Service Management

Objects Sub-objects

bull Graphical object builder

bull Automatic creation of objectscontracts from

sales lines

bull Full financiallogistic service history

bull Maintenance of hierarchical object structures

bull Planned maintenance based on time or usage

volume

bull Enhance warranty management

Service Contracts

bull Contract quotationsconfirmations

bull Independent invoice schedule

bull Flexible project integration

bull Preventive maintenance schedule per contract

bull Invoice scheduling per contract

bull Request handling template with SLA specifica-

tion coverage components

bull Financially integrated with projects without

overhead

bull Invoicing in advance with automatic revenue

recognition

Service Calls Tasks Scheduling

bull Standard and simplified helpdesk screen for

registering

bull Flexible request-status schema including SLA

deadlines per status

bull Monitoring progress and status

bull Complaint classification crediting

bull Task creation based on pre-defined work

packages

bull Forecasted versus realized information

bull Graphical planning with drag and drop

functionality

bull Graphical scheduling based on skills require-

ments and certificates

bull Support for field service and in-house repair

Overview and Analysis

bull Standard and user defined queries

bull Standard and user defined reports

bull Financial cockpit overviews

Prerequisite

bull Microsoft Dynamics 365 Finance and Supply

Chain Management

Dynamics Service Management a quick overview

7

11 13Dynamics Service Management

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

Maximize First-Time Fix Percentage amp increase Service Engineer Productivity

3 13Dynamics Advanced Field Service

Increase service revenue creation

and cost containment

Increase contribution of service to

total company results

Improve service operational

performance and efficiency

Increase percentage installed base

under service contract

Improve levels of customer

satisfaction and retention

Enhance competitive market

differentiation

Increase in workforce productivity

and first-time fix percentage

Benefits

In challenging economic and competitive climates it is easy to view service as a cost center

Companies sometimes even decide to cut back the tools and infrastructure necessary to support

the growth of the service business

To meet customer demands with your field

service organization you need to ensure that

the right technician arrives at your customer

at the right time with the right parts to provide

efficient issue resolution

The best service organizations have taken the

next step in scheduling They have evolved

from reactive scheduling to predictive fore-

casting This pro-active service not only

prevents more assets from breaking down

but it also shows the customer that they are

essential The customer relationship does not

end with responding to a customer problem

Resolution is imperative in meeting Service

Level Agreements with customers and main-

taining a healthy partnership

Dynamics Service Management provides you

with the critical functionality to manage your

service business and supports you in realizing

and improving your customer satisfaction

level

Introducing Dynamics Service Management

1

4 13Dynamics Service Management

Service amp Installed Base

Many customers worldwide rely on Dynamics

Service Management to support their daily

service business processes Dynamics Service

Management supports your service organi-

zation featuring complaints and warranty

repairs and periodic maintenance

At the same time you have direct access

to all the data you need regarding service

objects resources contract and logistics

Dynamics Service Management is fully inte-

grated with the Microsoft Dynamics 365

Finance and Supply Chain Management

enabling handling service requests amp initia-

ting service activities both from a financial

and a logistics perspective

It is based on Microsoft Dynamics Lifecycle

Services including data packages to upload

master data and best practice business

processes as well as supported by task

recordings

Installed Base

Service is all about knowing your customer

in order to increase customer intimacy

and customer satisfaction it all starts with

keeping track of the customer installed base

2

5 13Dynamics Service Management

Providing service is always related to the

installed base of the customer also known

as service objects These service objects can

vary from a single object to a complicated

installation consisting of many objects and

components in a flexible multi-level lsquoas main-

tainedrsquo structure

Dynamics Service Management offers you

several ways to register these objects related

to the service you want to provide including

a graphical object builder for the complex

structures

The object master file is also the single source

of information regarding historic operational

and financial information

Service Objects

Service is all about knowing your

customer in order to increase

customer intimacy and customer

satisfaction it all starts with keeping

track of the customer installed base

3

6 13Dynamics Service Management

Service Contracts

In todayrsquos service focused world requi-

rements regarding service levelrsquos and

term amp conditions need to be more and

more flexible and customer focused

Service Management offers you the tools

to support these increasing demands with

the service contract functionality Whether

you require contract templates to simplify

and standardize your service contracts

or fully flexible contracts that you can

build from scratch it is all possible The

service contract functionality allows you to

define the terms amp conditions including service

level definitions service level agreements peri-

odic invoicing and preventative maintenance

From the moment you start setting up the

contract proposal to the moment you want to

evaluate the contract performance during or

after the contract you can use views such as

the service contract cockpit view to analyze

different phases of your contract lifecycle

Day-to-Day Process

In the daily service process it is all about

registering your customer request and dispat-

ching the right engineer to the right place

improving your first-time fix percentage and

improving customer satisfaction Dynamics

Service Management supports the field

service processes as well as the processes

required for the workshop repair process

Service Contracts

4

7 13Dynamics Service Management

Call Centre Support

5

The process starts with registering the

customerrsquos request using the service call

functionality The service calls allow you

not only to log the service request from the

customer but also provide direct feedback

to the customer about their warranty and

applicable contract Together with the infor-

mation regarding the previous service calls

you can increase customer intimacy You can

route the service calls and if needed addi-

tional work can be identified to be carried

out by the service team Any change in

flow-related data is recorded in the service

call history This allows for extensive and

detailed service call fulfillment analysis

Based on the agreed terms amp conditions and

determined severity the appropriate service

level agreement will be applied ensuring that

your organization responds within the agreed

timeframe

8 13Dynamics Service Management

ldquoDynamics Service Managament continues to be the best fit for GEArsquos requirementsrdquo Patrick Gmelig CIO GEA Refrigeration Technologies

9 13Dynamics Advanced Field Service

The service call is the first step in the

day-to-day process Once the service call is

created the next step in the process starts

with the creation of a service task

For this process you can use lsquoevent codesrsquo to

identify pre-defined work packages which

can forecast default hours (spare-) parts

checklists and revenue codes for service

items to it While creating the service task

the applicable terms and conditions will be

automatically applied to make sure that

work that is covered by a contract is marked

as non-invoiceable

Assigning the service task to the right person

can be done by using the graphical schedu-

ling overview In this screen you will have

a direct view of your resource availability

open tasks including their severity and insight

into whether the required spare parts are

available With a simple drag and drop action

from the planner tasks can be scheduled

to the available resource While planning

Dynamics Service Management will help you

determine whether the resource has the skills

requirements and or certificates as required

by the customer

Once all the work is completed the cost

or revenue will be posted against both

the service object as the service call and

depending on the terms and conditions the

customer will receive an invoice

Dispatching and Resource Scheduling

6

10 13Dynamics Service Management

Objects Sub-objects

bull Graphical object builder

bull Automatic creation of objectscontracts from

sales lines

bull Full financiallogistic service history

bull Maintenance of hierarchical object structures

bull Planned maintenance based on time or usage

volume

bull Enhance warranty management

Service Contracts

bull Contract quotationsconfirmations

bull Independent invoice schedule

bull Flexible project integration

bull Preventive maintenance schedule per contract

bull Invoice scheduling per contract

bull Request handling template with SLA specifica-

tion coverage components

bull Financially integrated with projects without

overhead

bull Invoicing in advance with automatic revenue

recognition

Service Calls Tasks Scheduling

bull Standard and simplified helpdesk screen for

registering

bull Flexible request-status schema including SLA

deadlines per status

bull Monitoring progress and status

bull Complaint classification crediting

bull Task creation based on pre-defined work

packages

bull Forecasted versus realized information

bull Graphical planning with drag and drop

functionality

bull Graphical scheduling based on skills require-

ments and certificates

bull Support for field service and in-house repair

Overview and Analysis

bull Standard and user defined queries

bull Standard and user defined reports

bull Financial cockpit overviews

Prerequisite

bull Microsoft Dynamics 365 Finance and Supply

Chain Management

Dynamics Service Management a quick overview

7

11 13Dynamics Service Management

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

Increase service revenue creation

and cost containment

Increase contribution of service to

total company results

Improve service operational

performance and efficiency

Increase percentage installed base

under service contract

Improve levels of customer

satisfaction and retention

Enhance competitive market

differentiation

Increase in workforce productivity

and first-time fix percentage

Benefits

In challenging economic and competitive climates it is easy to view service as a cost center

Companies sometimes even decide to cut back the tools and infrastructure necessary to support

the growth of the service business

To meet customer demands with your field

service organization you need to ensure that

the right technician arrives at your customer

at the right time with the right parts to provide

efficient issue resolution

The best service organizations have taken the

next step in scheduling They have evolved

from reactive scheduling to predictive fore-

casting This pro-active service not only

prevents more assets from breaking down

but it also shows the customer that they are

essential The customer relationship does not

end with responding to a customer problem

Resolution is imperative in meeting Service

Level Agreements with customers and main-

taining a healthy partnership

Dynamics Service Management provides you

with the critical functionality to manage your

service business and supports you in realizing

and improving your customer satisfaction

level

Introducing Dynamics Service Management

1

4 13Dynamics Service Management

Service amp Installed Base

Many customers worldwide rely on Dynamics

Service Management to support their daily

service business processes Dynamics Service

Management supports your service organi-

zation featuring complaints and warranty

repairs and periodic maintenance

At the same time you have direct access

to all the data you need regarding service

objects resources contract and logistics

Dynamics Service Management is fully inte-

grated with the Microsoft Dynamics 365

Finance and Supply Chain Management

enabling handling service requests amp initia-

ting service activities both from a financial

and a logistics perspective

It is based on Microsoft Dynamics Lifecycle

Services including data packages to upload

master data and best practice business

processes as well as supported by task

recordings

Installed Base

Service is all about knowing your customer

in order to increase customer intimacy

and customer satisfaction it all starts with

keeping track of the customer installed base

2

5 13Dynamics Service Management

Providing service is always related to the

installed base of the customer also known

as service objects These service objects can

vary from a single object to a complicated

installation consisting of many objects and

components in a flexible multi-level lsquoas main-

tainedrsquo structure

Dynamics Service Management offers you

several ways to register these objects related

to the service you want to provide including

a graphical object builder for the complex

structures

The object master file is also the single source

of information regarding historic operational

and financial information

Service Objects

Service is all about knowing your

customer in order to increase

customer intimacy and customer

satisfaction it all starts with keeping

track of the customer installed base

3

6 13Dynamics Service Management

Service Contracts

In todayrsquos service focused world requi-

rements regarding service levelrsquos and

term amp conditions need to be more and

more flexible and customer focused

Service Management offers you the tools

to support these increasing demands with

the service contract functionality Whether

you require contract templates to simplify

and standardize your service contracts

or fully flexible contracts that you can

build from scratch it is all possible The

service contract functionality allows you to

define the terms amp conditions including service

level definitions service level agreements peri-

odic invoicing and preventative maintenance

From the moment you start setting up the

contract proposal to the moment you want to

evaluate the contract performance during or

after the contract you can use views such as

the service contract cockpit view to analyze

different phases of your contract lifecycle

Day-to-Day Process

In the daily service process it is all about

registering your customer request and dispat-

ching the right engineer to the right place

improving your first-time fix percentage and

improving customer satisfaction Dynamics

Service Management supports the field

service processes as well as the processes

required for the workshop repair process

Service Contracts

4

7 13Dynamics Service Management

Call Centre Support

5

The process starts with registering the

customerrsquos request using the service call

functionality The service calls allow you

not only to log the service request from the

customer but also provide direct feedback

to the customer about their warranty and

applicable contract Together with the infor-

mation regarding the previous service calls

you can increase customer intimacy You can

route the service calls and if needed addi-

tional work can be identified to be carried

out by the service team Any change in

flow-related data is recorded in the service

call history This allows for extensive and

detailed service call fulfillment analysis

Based on the agreed terms amp conditions and

determined severity the appropriate service

level agreement will be applied ensuring that

your organization responds within the agreed

timeframe

8 13Dynamics Service Management

ldquoDynamics Service Managament continues to be the best fit for GEArsquos requirementsrdquo Patrick Gmelig CIO GEA Refrigeration Technologies

9 13Dynamics Advanced Field Service

The service call is the first step in the

day-to-day process Once the service call is

created the next step in the process starts

with the creation of a service task

For this process you can use lsquoevent codesrsquo to

identify pre-defined work packages which

can forecast default hours (spare-) parts

checklists and revenue codes for service

items to it While creating the service task

the applicable terms and conditions will be

automatically applied to make sure that

work that is covered by a contract is marked

as non-invoiceable

Assigning the service task to the right person

can be done by using the graphical schedu-

ling overview In this screen you will have

a direct view of your resource availability

open tasks including their severity and insight

into whether the required spare parts are

available With a simple drag and drop action

from the planner tasks can be scheduled

to the available resource While planning

Dynamics Service Management will help you

determine whether the resource has the skills

requirements and or certificates as required

by the customer

Once all the work is completed the cost

or revenue will be posted against both

the service object as the service call and

depending on the terms and conditions the

customer will receive an invoice

Dispatching and Resource Scheduling

6

10 13Dynamics Service Management

Objects Sub-objects

bull Graphical object builder

bull Automatic creation of objectscontracts from

sales lines

bull Full financiallogistic service history

bull Maintenance of hierarchical object structures

bull Planned maintenance based on time or usage

volume

bull Enhance warranty management

Service Contracts

bull Contract quotationsconfirmations

bull Independent invoice schedule

bull Flexible project integration

bull Preventive maintenance schedule per contract

bull Invoice scheduling per contract

bull Request handling template with SLA specifica-

tion coverage components

bull Financially integrated with projects without

overhead

bull Invoicing in advance with automatic revenue

recognition

Service Calls Tasks Scheduling

bull Standard and simplified helpdesk screen for

registering

bull Flexible request-status schema including SLA

deadlines per status

bull Monitoring progress and status

bull Complaint classification crediting

bull Task creation based on pre-defined work

packages

bull Forecasted versus realized information

bull Graphical planning with drag and drop

functionality

bull Graphical scheduling based on skills require-

ments and certificates

bull Support for field service and in-house repair

Overview and Analysis

bull Standard and user defined queries

bull Standard and user defined reports

bull Financial cockpit overviews

Prerequisite

bull Microsoft Dynamics 365 Finance and Supply

Chain Management

Dynamics Service Management a quick overview

7

11 13Dynamics Service Management

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

Service amp Installed Base

Many customers worldwide rely on Dynamics

Service Management to support their daily

service business processes Dynamics Service

Management supports your service organi-

zation featuring complaints and warranty

repairs and periodic maintenance

At the same time you have direct access

to all the data you need regarding service

objects resources contract and logistics

Dynamics Service Management is fully inte-

grated with the Microsoft Dynamics 365

Finance and Supply Chain Management

enabling handling service requests amp initia-

ting service activities both from a financial

and a logistics perspective

It is based on Microsoft Dynamics Lifecycle

Services including data packages to upload

master data and best practice business

processes as well as supported by task

recordings

Installed Base

Service is all about knowing your customer

in order to increase customer intimacy

and customer satisfaction it all starts with

keeping track of the customer installed base

2

5 13Dynamics Service Management

Providing service is always related to the

installed base of the customer also known

as service objects These service objects can

vary from a single object to a complicated

installation consisting of many objects and

components in a flexible multi-level lsquoas main-

tainedrsquo structure

Dynamics Service Management offers you

several ways to register these objects related

to the service you want to provide including

a graphical object builder for the complex

structures

The object master file is also the single source

of information regarding historic operational

and financial information

Service Objects

Service is all about knowing your

customer in order to increase

customer intimacy and customer

satisfaction it all starts with keeping

track of the customer installed base

3

6 13Dynamics Service Management

Service Contracts

In todayrsquos service focused world requi-

rements regarding service levelrsquos and

term amp conditions need to be more and

more flexible and customer focused

Service Management offers you the tools

to support these increasing demands with

the service contract functionality Whether

you require contract templates to simplify

and standardize your service contracts

or fully flexible contracts that you can

build from scratch it is all possible The

service contract functionality allows you to

define the terms amp conditions including service

level definitions service level agreements peri-

odic invoicing and preventative maintenance

From the moment you start setting up the

contract proposal to the moment you want to

evaluate the contract performance during or

after the contract you can use views such as

the service contract cockpit view to analyze

different phases of your contract lifecycle

Day-to-Day Process

In the daily service process it is all about

registering your customer request and dispat-

ching the right engineer to the right place

improving your first-time fix percentage and

improving customer satisfaction Dynamics

Service Management supports the field

service processes as well as the processes

required for the workshop repair process

Service Contracts

4

7 13Dynamics Service Management

Call Centre Support

5

The process starts with registering the

customerrsquos request using the service call

functionality The service calls allow you

not only to log the service request from the

customer but also provide direct feedback

to the customer about their warranty and

applicable contract Together with the infor-

mation regarding the previous service calls

you can increase customer intimacy You can

route the service calls and if needed addi-

tional work can be identified to be carried

out by the service team Any change in

flow-related data is recorded in the service

call history This allows for extensive and

detailed service call fulfillment analysis

Based on the agreed terms amp conditions and

determined severity the appropriate service

level agreement will be applied ensuring that

your organization responds within the agreed

timeframe

8 13Dynamics Service Management

ldquoDynamics Service Managament continues to be the best fit for GEArsquos requirementsrdquo Patrick Gmelig CIO GEA Refrigeration Technologies

9 13Dynamics Advanced Field Service

The service call is the first step in the

day-to-day process Once the service call is

created the next step in the process starts

with the creation of a service task

For this process you can use lsquoevent codesrsquo to

identify pre-defined work packages which

can forecast default hours (spare-) parts

checklists and revenue codes for service

items to it While creating the service task

the applicable terms and conditions will be

automatically applied to make sure that

work that is covered by a contract is marked

as non-invoiceable

Assigning the service task to the right person

can be done by using the graphical schedu-

ling overview In this screen you will have

a direct view of your resource availability

open tasks including their severity and insight

into whether the required spare parts are

available With a simple drag and drop action

from the planner tasks can be scheduled

to the available resource While planning

Dynamics Service Management will help you

determine whether the resource has the skills

requirements and or certificates as required

by the customer

Once all the work is completed the cost

or revenue will be posted against both

the service object as the service call and

depending on the terms and conditions the

customer will receive an invoice

Dispatching and Resource Scheduling

6

10 13Dynamics Service Management

Objects Sub-objects

bull Graphical object builder

bull Automatic creation of objectscontracts from

sales lines

bull Full financiallogistic service history

bull Maintenance of hierarchical object structures

bull Planned maintenance based on time or usage

volume

bull Enhance warranty management

Service Contracts

bull Contract quotationsconfirmations

bull Independent invoice schedule

bull Flexible project integration

bull Preventive maintenance schedule per contract

bull Invoice scheduling per contract

bull Request handling template with SLA specifica-

tion coverage components

bull Financially integrated with projects without

overhead

bull Invoicing in advance with automatic revenue

recognition

Service Calls Tasks Scheduling

bull Standard and simplified helpdesk screen for

registering

bull Flexible request-status schema including SLA

deadlines per status

bull Monitoring progress and status

bull Complaint classification crediting

bull Task creation based on pre-defined work

packages

bull Forecasted versus realized information

bull Graphical planning with drag and drop

functionality

bull Graphical scheduling based on skills require-

ments and certificates

bull Support for field service and in-house repair

Overview and Analysis

bull Standard and user defined queries

bull Standard and user defined reports

bull Financial cockpit overviews

Prerequisite

bull Microsoft Dynamics 365 Finance and Supply

Chain Management

Dynamics Service Management a quick overview

7

11 13Dynamics Service Management

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

Providing service is always related to the

installed base of the customer also known

as service objects These service objects can

vary from a single object to a complicated

installation consisting of many objects and

components in a flexible multi-level lsquoas main-

tainedrsquo structure

Dynamics Service Management offers you

several ways to register these objects related

to the service you want to provide including

a graphical object builder for the complex

structures

The object master file is also the single source

of information regarding historic operational

and financial information

Service Objects

Service is all about knowing your

customer in order to increase

customer intimacy and customer

satisfaction it all starts with keeping

track of the customer installed base

3

6 13Dynamics Service Management

Service Contracts

In todayrsquos service focused world requi-

rements regarding service levelrsquos and

term amp conditions need to be more and

more flexible and customer focused

Service Management offers you the tools

to support these increasing demands with

the service contract functionality Whether

you require contract templates to simplify

and standardize your service contracts

or fully flexible contracts that you can

build from scratch it is all possible The

service contract functionality allows you to

define the terms amp conditions including service

level definitions service level agreements peri-

odic invoicing and preventative maintenance

From the moment you start setting up the

contract proposal to the moment you want to

evaluate the contract performance during or

after the contract you can use views such as

the service contract cockpit view to analyze

different phases of your contract lifecycle

Day-to-Day Process

In the daily service process it is all about

registering your customer request and dispat-

ching the right engineer to the right place

improving your first-time fix percentage and

improving customer satisfaction Dynamics

Service Management supports the field

service processes as well as the processes

required for the workshop repair process

Service Contracts

4

7 13Dynamics Service Management

Call Centre Support

5

The process starts with registering the

customerrsquos request using the service call

functionality The service calls allow you

not only to log the service request from the

customer but also provide direct feedback

to the customer about their warranty and

applicable contract Together with the infor-

mation regarding the previous service calls

you can increase customer intimacy You can

route the service calls and if needed addi-

tional work can be identified to be carried

out by the service team Any change in

flow-related data is recorded in the service

call history This allows for extensive and

detailed service call fulfillment analysis

Based on the agreed terms amp conditions and

determined severity the appropriate service

level agreement will be applied ensuring that

your organization responds within the agreed

timeframe

8 13Dynamics Service Management

ldquoDynamics Service Managament continues to be the best fit for GEArsquos requirementsrdquo Patrick Gmelig CIO GEA Refrigeration Technologies

9 13Dynamics Advanced Field Service

The service call is the first step in the

day-to-day process Once the service call is

created the next step in the process starts

with the creation of a service task

For this process you can use lsquoevent codesrsquo to

identify pre-defined work packages which

can forecast default hours (spare-) parts

checklists and revenue codes for service

items to it While creating the service task

the applicable terms and conditions will be

automatically applied to make sure that

work that is covered by a contract is marked

as non-invoiceable

Assigning the service task to the right person

can be done by using the graphical schedu-

ling overview In this screen you will have

a direct view of your resource availability

open tasks including their severity and insight

into whether the required spare parts are

available With a simple drag and drop action

from the planner tasks can be scheduled

to the available resource While planning

Dynamics Service Management will help you

determine whether the resource has the skills

requirements and or certificates as required

by the customer

Once all the work is completed the cost

or revenue will be posted against both

the service object as the service call and

depending on the terms and conditions the

customer will receive an invoice

Dispatching and Resource Scheduling

6

10 13Dynamics Service Management

Objects Sub-objects

bull Graphical object builder

bull Automatic creation of objectscontracts from

sales lines

bull Full financiallogistic service history

bull Maintenance of hierarchical object structures

bull Planned maintenance based on time or usage

volume

bull Enhance warranty management

Service Contracts

bull Contract quotationsconfirmations

bull Independent invoice schedule

bull Flexible project integration

bull Preventive maintenance schedule per contract

bull Invoice scheduling per contract

bull Request handling template with SLA specifica-

tion coverage components

bull Financially integrated with projects without

overhead

bull Invoicing in advance with automatic revenue

recognition

Service Calls Tasks Scheduling

bull Standard and simplified helpdesk screen for

registering

bull Flexible request-status schema including SLA

deadlines per status

bull Monitoring progress and status

bull Complaint classification crediting

bull Task creation based on pre-defined work

packages

bull Forecasted versus realized information

bull Graphical planning with drag and drop

functionality

bull Graphical scheduling based on skills require-

ments and certificates

bull Support for field service and in-house repair

Overview and Analysis

bull Standard and user defined queries

bull Standard and user defined reports

bull Financial cockpit overviews

Prerequisite

bull Microsoft Dynamics 365 Finance and Supply

Chain Management

Dynamics Service Management a quick overview

7

11 13Dynamics Service Management

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

Service Contracts

In todayrsquos service focused world requi-

rements regarding service levelrsquos and

term amp conditions need to be more and

more flexible and customer focused

Service Management offers you the tools

to support these increasing demands with

the service contract functionality Whether

you require contract templates to simplify

and standardize your service contracts

or fully flexible contracts that you can

build from scratch it is all possible The

service contract functionality allows you to

define the terms amp conditions including service

level definitions service level agreements peri-

odic invoicing and preventative maintenance

From the moment you start setting up the

contract proposal to the moment you want to

evaluate the contract performance during or

after the contract you can use views such as

the service contract cockpit view to analyze

different phases of your contract lifecycle

Day-to-Day Process

In the daily service process it is all about

registering your customer request and dispat-

ching the right engineer to the right place

improving your first-time fix percentage and

improving customer satisfaction Dynamics

Service Management supports the field

service processes as well as the processes

required for the workshop repair process

Service Contracts

4

7 13Dynamics Service Management

Call Centre Support

5

The process starts with registering the

customerrsquos request using the service call

functionality The service calls allow you

not only to log the service request from the

customer but also provide direct feedback

to the customer about their warranty and

applicable contract Together with the infor-

mation regarding the previous service calls

you can increase customer intimacy You can

route the service calls and if needed addi-

tional work can be identified to be carried

out by the service team Any change in

flow-related data is recorded in the service

call history This allows for extensive and

detailed service call fulfillment analysis

Based on the agreed terms amp conditions and

determined severity the appropriate service

level agreement will be applied ensuring that

your organization responds within the agreed

timeframe

8 13Dynamics Service Management

ldquoDynamics Service Managament continues to be the best fit for GEArsquos requirementsrdquo Patrick Gmelig CIO GEA Refrigeration Technologies

9 13Dynamics Advanced Field Service

The service call is the first step in the

day-to-day process Once the service call is

created the next step in the process starts

with the creation of a service task

For this process you can use lsquoevent codesrsquo to

identify pre-defined work packages which

can forecast default hours (spare-) parts

checklists and revenue codes for service

items to it While creating the service task

the applicable terms and conditions will be

automatically applied to make sure that

work that is covered by a contract is marked

as non-invoiceable

Assigning the service task to the right person

can be done by using the graphical schedu-

ling overview In this screen you will have

a direct view of your resource availability

open tasks including their severity and insight

into whether the required spare parts are

available With a simple drag and drop action

from the planner tasks can be scheduled

to the available resource While planning

Dynamics Service Management will help you

determine whether the resource has the skills

requirements and or certificates as required

by the customer

Once all the work is completed the cost

or revenue will be posted against both

the service object as the service call and

depending on the terms and conditions the

customer will receive an invoice

Dispatching and Resource Scheduling

6

10 13Dynamics Service Management

Objects Sub-objects

bull Graphical object builder

bull Automatic creation of objectscontracts from

sales lines

bull Full financiallogistic service history

bull Maintenance of hierarchical object structures

bull Planned maintenance based on time or usage

volume

bull Enhance warranty management

Service Contracts

bull Contract quotationsconfirmations

bull Independent invoice schedule

bull Flexible project integration

bull Preventive maintenance schedule per contract

bull Invoice scheduling per contract

bull Request handling template with SLA specifica-

tion coverage components

bull Financially integrated with projects without

overhead

bull Invoicing in advance with automatic revenue

recognition

Service Calls Tasks Scheduling

bull Standard and simplified helpdesk screen for

registering

bull Flexible request-status schema including SLA

deadlines per status

bull Monitoring progress and status

bull Complaint classification crediting

bull Task creation based on pre-defined work

packages

bull Forecasted versus realized information

bull Graphical planning with drag and drop

functionality

bull Graphical scheduling based on skills require-

ments and certificates

bull Support for field service and in-house repair

Overview and Analysis

bull Standard and user defined queries

bull Standard and user defined reports

bull Financial cockpit overviews

Prerequisite

bull Microsoft Dynamics 365 Finance and Supply

Chain Management

Dynamics Service Management a quick overview

7

11 13Dynamics Service Management

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

Call Centre Support

5

The process starts with registering the

customerrsquos request using the service call

functionality The service calls allow you

not only to log the service request from the

customer but also provide direct feedback

to the customer about their warranty and

applicable contract Together with the infor-

mation regarding the previous service calls

you can increase customer intimacy You can

route the service calls and if needed addi-

tional work can be identified to be carried

out by the service team Any change in

flow-related data is recorded in the service

call history This allows for extensive and

detailed service call fulfillment analysis

Based on the agreed terms amp conditions and

determined severity the appropriate service

level agreement will be applied ensuring that

your organization responds within the agreed

timeframe

8 13Dynamics Service Management

ldquoDynamics Service Managament continues to be the best fit for GEArsquos requirementsrdquo Patrick Gmelig CIO GEA Refrigeration Technologies

9 13Dynamics Advanced Field Service

The service call is the first step in the

day-to-day process Once the service call is

created the next step in the process starts

with the creation of a service task

For this process you can use lsquoevent codesrsquo to

identify pre-defined work packages which

can forecast default hours (spare-) parts

checklists and revenue codes for service

items to it While creating the service task

the applicable terms and conditions will be

automatically applied to make sure that

work that is covered by a contract is marked

as non-invoiceable

Assigning the service task to the right person

can be done by using the graphical schedu-

ling overview In this screen you will have

a direct view of your resource availability

open tasks including their severity and insight

into whether the required spare parts are

available With a simple drag and drop action

from the planner tasks can be scheduled

to the available resource While planning

Dynamics Service Management will help you

determine whether the resource has the skills

requirements and or certificates as required

by the customer

Once all the work is completed the cost

or revenue will be posted against both

the service object as the service call and

depending on the terms and conditions the

customer will receive an invoice

Dispatching and Resource Scheduling

6

10 13Dynamics Service Management

Objects Sub-objects

bull Graphical object builder

bull Automatic creation of objectscontracts from

sales lines

bull Full financiallogistic service history

bull Maintenance of hierarchical object structures

bull Planned maintenance based on time or usage

volume

bull Enhance warranty management

Service Contracts

bull Contract quotationsconfirmations

bull Independent invoice schedule

bull Flexible project integration

bull Preventive maintenance schedule per contract

bull Invoice scheduling per contract

bull Request handling template with SLA specifica-

tion coverage components

bull Financially integrated with projects without

overhead

bull Invoicing in advance with automatic revenue

recognition

Service Calls Tasks Scheduling

bull Standard and simplified helpdesk screen for

registering

bull Flexible request-status schema including SLA

deadlines per status

bull Monitoring progress and status

bull Complaint classification crediting

bull Task creation based on pre-defined work

packages

bull Forecasted versus realized information

bull Graphical planning with drag and drop

functionality

bull Graphical scheduling based on skills require-

ments and certificates

bull Support for field service and in-house repair

Overview and Analysis

bull Standard and user defined queries

bull Standard and user defined reports

bull Financial cockpit overviews

Prerequisite

bull Microsoft Dynamics 365 Finance and Supply

Chain Management

Dynamics Service Management a quick overview

7

11 13Dynamics Service Management

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

ldquoDynamics Service Managament continues to be the best fit for GEArsquos requirementsrdquo Patrick Gmelig CIO GEA Refrigeration Technologies

9 13Dynamics Advanced Field Service

The service call is the first step in the

day-to-day process Once the service call is

created the next step in the process starts

with the creation of a service task

For this process you can use lsquoevent codesrsquo to

identify pre-defined work packages which

can forecast default hours (spare-) parts

checklists and revenue codes for service

items to it While creating the service task

the applicable terms and conditions will be

automatically applied to make sure that

work that is covered by a contract is marked

as non-invoiceable

Assigning the service task to the right person

can be done by using the graphical schedu-

ling overview In this screen you will have

a direct view of your resource availability

open tasks including their severity and insight

into whether the required spare parts are

available With a simple drag and drop action

from the planner tasks can be scheduled

to the available resource While planning

Dynamics Service Management will help you

determine whether the resource has the skills

requirements and or certificates as required

by the customer

Once all the work is completed the cost

or revenue will be posted against both

the service object as the service call and

depending on the terms and conditions the

customer will receive an invoice

Dispatching and Resource Scheduling

6

10 13Dynamics Service Management

Objects Sub-objects

bull Graphical object builder

bull Automatic creation of objectscontracts from

sales lines

bull Full financiallogistic service history

bull Maintenance of hierarchical object structures

bull Planned maintenance based on time or usage

volume

bull Enhance warranty management

Service Contracts

bull Contract quotationsconfirmations

bull Independent invoice schedule

bull Flexible project integration

bull Preventive maintenance schedule per contract

bull Invoice scheduling per contract

bull Request handling template with SLA specifica-

tion coverage components

bull Financially integrated with projects without

overhead

bull Invoicing in advance with automatic revenue

recognition

Service Calls Tasks Scheduling

bull Standard and simplified helpdesk screen for

registering

bull Flexible request-status schema including SLA

deadlines per status

bull Monitoring progress and status

bull Complaint classification crediting

bull Task creation based on pre-defined work

packages

bull Forecasted versus realized information

bull Graphical planning with drag and drop

functionality

bull Graphical scheduling based on skills require-

ments and certificates

bull Support for field service and in-house repair

Overview and Analysis

bull Standard and user defined queries

bull Standard and user defined reports

bull Financial cockpit overviews

Prerequisite

bull Microsoft Dynamics 365 Finance and Supply

Chain Management

Dynamics Service Management a quick overview

7

11 13Dynamics Service Management

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

The service call is the first step in the

day-to-day process Once the service call is

created the next step in the process starts

with the creation of a service task

For this process you can use lsquoevent codesrsquo to

identify pre-defined work packages which

can forecast default hours (spare-) parts

checklists and revenue codes for service

items to it While creating the service task

the applicable terms and conditions will be

automatically applied to make sure that

work that is covered by a contract is marked

as non-invoiceable

Assigning the service task to the right person

can be done by using the graphical schedu-

ling overview In this screen you will have

a direct view of your resource availability

open tasks including their severity and insight

into whether the required spare parts are

available With a simple drag and drop action

from the planner tasks can be scheduled

to the available resource While planning

Dynamics Service Management will help you

determine whether the resource has the skills

requirements and or certificates as required

by the customer

Once all the work is completed the cost

or revenue will be posted against both

the service object as the service call and

depending on the terms and conditions the

customer will receive an invoice

Dispatching and Resource Scheduling

6

10 13Dynamics Service Management

Objects Sub-objects

bull Graphical object builder

bull Automatic creation of objectscontracts from

sales lines

bull Full financiallogistic service history

bull Maintenance of hierarchical object structures

bull Planned maintenance based on time or usage

volume

bull Enhance warranty management

Service Contracts

bull Contract quotationsconfirmations

bull Independent invoice schedule

bull Flexible project integration

bull Preventive maintenance schedule per contract

bull Invoice scheduling per contract

bull Request handling template with SLA specifica-

tion coverage components

bull Financially integrated with projects without

overhead

bull Invoicing in advance with automatic revenue

recognition

Service Calls Tasks Scheduling

bull Standard and simplified helpdesk screen for

registering

bull Flexible request-status schema including SLA

deadlines per status

bull Monitoring progress and status

bull Complaint classification crediting

bull Task creation based on pre-defined work

packages

bull Forecasted versus realized information

bull Graphical planning with drag and drop

functionality

bull Graphical scheduling based on skills require-

ments and certificates

bull Support for field service and in-house repair

Overview and Analysis

bull Standard and user defined queries

bull Standard and user defined reports

bull Financial cockpit overviews

Prerequisite

bull Microsoft Dynamics 365 Finance and Supply

Chain Management

Dynamics Service Management a quick overview

7

11 13Dynamics Service Management

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

Objects Sub-objects

bull Graphical object builder

bull Automatic creation of objectscontracts from

sales lines

bull Full financiallogistic service history

bull Maintenance of hierarchical object structures

bull Planned maintenance based on time or usage

volume

bull Enhance warranty management

Service Contracts

bull Contract quotationsconfirmations

bull Independent invoice schedule

bull Flexible project integration

bull Preventive maintenance schedule per contract

bull Invoice scheduling per contract

bull Request handling template with SLA specifica-

tion coverage components

bull Financially integrated with projects without

overhead

bull Invoicing in advance with automatic revenue

recognition

Service Calls Tasks Scheduling

bull Standard and simplified helpdesk screen for

registering

bull Flexible request-status schema including SLA

deadlines per status

bull Monitoring progress and status

bull Complaint classification crediting

bull Task creation based on pre-defined work

packages

bull Forecasted versus realized information

bull Graphical planning with drag and drop

functionality

bull Graphical scheduling based on skills require-

ments and certificates

bull Support for field service and in-house repair

Overview and Analysis

bull Standard and user defined queries

bull Standard and user defined reports

bull Financial cockpit overviews

Prerequisite

bull Microsoft Dynamics 365 Finance and Supply

Chain Management

Dynamics Service Management a quick overview

7

11 13Dynamics Service Management

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

1500Projects

13Offices

650Employees

innovationhsocom | wwwhsocominnovation | T +31 (0)318 507 800

HSO Innovation offers new ways using new technology new applications new processes and new approaches to assist our clients in becoming digital leaders in their industry HSO Innovation designs develops sells and maintains strategic and differentiating Dynamics Apps that drive outstanding results for our clients using Microsoft Dynamics 365 Combined with our wide range of Premiere Services that are offered on Microsoft Azure we improve overall business efficiency Our Dynamics Apps and Premier Services are based on best practices developed over the years working directly with our customers across diverse industries and verticals

1500+

Projects

25+

Offices

900+

Employees