Service Management – Installed base records, the most important entity for any Service organization!

    Installed base management enables the representation of objects installed (for example Property, Machines, Equipment and much more)  at your customer’s site/premise for which a service can be offered like billable work or service contracts. An installed base record can be a simple one level structure like a fire extinguisher or a multilevel object structure like a complex machine. An installed base record is the central entity in a service organization that provides the full overview of all (service) related activities ever done, like Service orders, financial postings and attachments. The Service object can be something that has been sold, but it is possible to register other objects as well.

    Many Service organizations are making the shift from cost center to profit center, a good example how the service revenue can be increased. With Dynamics Software Service Management Object functionality it is possible to define and register any and all objects that need to be serviced. Service objects can be created in numerous ways : automatically after delivering a sales order, manually via the Graphical object builder or even on the fly when a service contract proposal is created. This blog describes how Dynamics Software Service Management covers Installed base records:

    Service Object

    Any provided service is always related to the installed base of the customer, also known as the Service objects in Dynamics Software Service Management. These Service objects can vary from a single object to a complex installation consisting of many objects and components in a flexible multi-level ‘as maintained’ structure. The object master file is the single source of information regarding historical operational and financial information. Through the service object master file, you keep track of all relevant financial and logistical transactions.

    Service Object Hierarchy

    Dynamics Software Service Management supports single level objects but also more complex multi-level service objects. When complex objects are sold/maintained it is a huge benefit to see the relationship between the different components. Relations can be made in numerous way in the solution to assure complex relationships can also be maintained. The tree structure is also available in the other processes of Service Management like: Contract Management, Call creation and is even visible for the engineer on his mobile device.

    Graphical Equipment builder

    The Service object record can be created in different ways and one of them is the Graphical Object Builder (GOB). With the GOB new structures can be made manually based upon pre-defined setup from the Service Object Family. The GOB can also be used to make adjustments on existing Objects in a controlled and structured way.

    Service Object Families

    Default setup which will be available for all objects of a specific type can be determined on the Service object family record. On this record information like: Active Service schedules and Active Service orders can be stored, but also defaults regarding estimate hours and spare parts when a service call is performed by an engineer.

    Service Object Customer information

    A service object can have multiple customer accounts associated which are used in different processes of Service Management. On the Service object a Contract Holder, End user and Owner can be setup. It can also holdAlso default information about the primary contact person.

    Warranty Terms

    When equipment is sold to a customer, Warranty terms can be made active for this ore multiple object(s). It will be visible on the Service Object if warranty is still applicable. Service Management will automatically check the warranty on Call creation and the service activity will be free of charge if warranty is still applicable.

    Service Order History

    The full service history is directly available from the Service object. Information about both closed and open work orders is shown here.

    Financial Cockpit view

    The Cockpit view on Service object level displays all financial transactions and Service Management enables monitoring and managing objects through all phases of the object life cycle. With the Cockpit view, businesses are better informed regarding purchases, repairs and overhauls throughout the entire life cycle. They also are up to speed on the total cost of maintaining an object, as well as margins.

    Service order resource requirements

    Some Service Objects need special resource skills when maintenance is performed. These requirements can be stored and determined via the Resource requirements at Service Object level. When a service call is planned on an object with resource requirements the graphical planboard will take this into consideration automatically.

    Service object address information

    Address information can be stored on the Service object, this is of course important, because he Service calls will get this address automatically assigned and this is the location where the engineer is sent to. The address information can also be shown on a map view when Dynamics Software Service Management is used.

    Service object attachments

    Attachments can be stored on the service object, which could contain valuable input for the service process. Documents like: pictures, BOM`s, a spare parts list and much more can be associated with the object.

    Equipment list

    An Equipment list record can automatically be created if an item is sold via a Sales order. With this record the link between the Sales order, the Serial number and the ship date will always be in place. The shipment date is particularly import because this is normally the Warranty start date for the Object

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