JD Edwards EnterpriseOne Field Service

Transcription

1 JD Edwards EnterpriseOne Field Service Operations Order Fulfillment Customer Complete Product Registration Card and Return Service Capture Service Manage Service Orders Bill Call, Service or Contract Analyze Service Create/Update Service Contract Manage Installed Base

2 JD Edwards EnterpriseOne L2 Capture Service Customer Service Create Service Manage Service CRM Based Center? Manage Service Orders Capture Call Details Manage Calls Bill Call, Service, or Contract Create/Update Service Contract Manage Installed Base Records

3 JD Edwards EnterpriseOne Create Service Add Account Information Add Contact Information Add Product Information Service Contract Add Service Type/ Issue Type CRM Based Center? Receive Service Action? Link to Action Plan Manage Service Link to Action Plan Entitlement Check Installed Base Record Add Predefined Set of Activities? Identify Reminder Information Define Activity Detail Identify Recurrence Information Activities Assign Others to Activity

4 JD Edwards EnterpriseOne Manage Service Review Sales Order Receive Activity tification Update Service Manage Service Orders Create Service Review Service Review Quote Order Receive Assigned to tification Changed Assigned Employee? Receive tification Escalate? Research? Create Sales Order from CRM Change Assigned to tification Escalate Service Create Quote(s) for Replacement Product Update Knowledge Base? Analyze Problem Create Service Order from CRM Access Knowledge Management and Review Explain Solution Escalate Call Can t Solve Escalate Service

5 JD Edwards EnterpriseOne Capture Call Details Capture Basic Call Information CRM Based Center? Computer Telephony Interface? Service and Warranty Collect Basic Call Information Assign Queue or Person to Handle Call Add/Edit Address Book Additional Call Detail Needed? Access Knowledge Management and Review Information Override Routing? Manage Calls Create or Update Installed Base Record

6 JD Edwards EnterpriseOne Manage Calls Access Knowledge Management Knowledge Management Update Call Detail Add Contact Assign Call Escalate Call Manage Service Orders Capture Call Details Create One World Sales Order Bill Call, Service, or Contract Select Calls to Manage Update Supplemental Database Is Call Billable? Escalate Next Action Perform Time Entry Create/ Update Service Service and Warranty Management Calls Generate Call Work-file Identify Billing Information Print Call Manage Installed Base Records Add Task Create Service Order Authorize Material Return Return Material Authorization

7 JD Edwards EnterpriseOne L2 Manage Service Orders Create or Update Service Contract Bill Call, Service or Contract Capture Service Create Service Orders Complete Service and Warranty Order Report Time and Materials Field Service Technician

8 JD Edwards EnterpriseOne Create Service Orders Access Knowledge Management Capture Service Attach Parts List Print Service Order Quote Create or Update Service Contract Identify Service Order Details Select Attachment? ne Select additional update options? Print Service Order Service & Warranty Management Service Orders Attach Routing Revise Billing Asset Lifecycle Management Process Prepayment for Service Order Field Service Technician Complete Service and Warranty Order

9 JD Edwards EnterpriseOne Complete Service and Warranty Order Create Service Orders Record Parts Issued Update Routing Instructions Field Service Technician Perform Service Maintain Service Order Report Time and Materials Add New Knowledge Management Access Knowledge Management

10 JD Edwards EnterpriseOne Report Time and Materials Bill Call, Service or Contract Complete Service and Warranty Order Record Time Entry Update Hours and Quantities - Proof Field Service Technician Update Hours and Quantities - Final Update Actual Costs Generate Service Order Work File Service Order Work-file

11 JD Edwards EnterpriseOne L2 Create or Update Service Contract Manage Install Base Records Amortize Service and Warranty Capture Service Create Service Contract/Warranty Maintain Service Contract/Warranty Bill Call, Service or Contract Amortize Contract? Renew Contract? Renew Contract/ Warranty Manage Service Orders

12 JD Edwards EnterpriseOne Create Service Contract or Warranty Manage Install Base Records Capture Service Identify Service Contract Details Billable Contract? Identify Price Details Process Prepayment? Renew Contract/ Warranty Identify Prepayment Details Maintain Service Contract/Warranty Print Contract? Print Contract/ Warranty

13 JD Edwards EnterpriseOne Maintain Service Contract or Warranty Create Credit Line Create Service Contract/Warranty Select Contract/ Warranty to Maintain Revise Contract Detail Bill Call, Service or Contract Suspend/ Reactivate Contract Cancel Service Contract Manage Service Orders

14 JD Edwards EnterpriseOne Amortize Service and Warranty Amortize Contract? Proof or Final? Final Generate Amortization Work File Billing/ Amortization Inquire on Amortization? Review Billing/ Amortization Proof Review Amortization Renew Contract? Go To: Financial Control and Reporting From: Financial Control and Reporting

15 JD Edwards EnterpriseOne Renew Contract or Warranty Generate Renewal Letters Identify Details of Contract Renewal Renew Contract? Identify Contracts to be Renewed Renewal Letters Required? Renew Entire Contract? Create Service Contract/Warranty Renew Entire Contract

16 JD Edwards EnterpriseOne L2 Manage Installed Base Record Customer Complete Product Registration Card and Return Capture Service Create Installed Base Records Maintain Installed Base Records Create or Update Service Contract Copyright 2014, Oracle and/or its affiliates. All rights reserved

17 JD Edwards EnterpriseOne Create Installed Base Records Customer Complete Product Registration Card and Return Create Installed Base Record from Product Registration Capture Service Create Installed Base Record by Manual Entry of Record Installed Base Record Maintain Installed Base Records Fixed Assets Create Installed Base Record from Ship Confirm From: Asset Lifecycle Management Create Installed Base Record from Fixed Assets Copyright 2014, Oracle and/or its affiliates. All rights reserved

18 JD Edwards EnterpriseOne Maintain Installed Base Records Update Installed Base Global Create Install Base Records Create Base Warranty Contracts Work with Installed Base to Update Change Site/ Owner Create or Update Service Contract Revise Installed Base Record Change Parent Work with Fixed Asset to Update Manage Preventive Maintenance Change MTBF Status Copyright 2014, Oracle and/or its affiliates. All rights reserved

19 JD Edwards EnterpriseOne L2 Bill Call, Service, or Contract Capture Service Create Payable Transactions Create or Update Service Contract Are All Payable Transactions in the Work File? Create and Approve Vouchers Analyze Service Manage Service Orders

20 JD Edwards EnterpriseOne Create Payable Transactions Record Parts Used on Service Order Parts List Are All Payable Transactions in the Work File? Select Record Type to Update Create Service Order Work File Create and Approve Vouchers Update Service Order Routing

21 JD Edwards EnterpriseOne Create and Approve Vouchers Create Payable Transactions Analyze Service Are All Payable Transactions in the Work File? Accounts Payable Specialist Generate Voucher Review Batch and Approve Generate Journals Create Accounts Payable Entries Review Journal Go To: Financial Control and Reporting

22 JD Edwards EnterpriseOne L2 Analyze Service Analyze Installed Base Analyze Call Center Bill Call, Service or Contract Type of Analysis? End Analyze Service Contracts Analyze Service Orders

23 JD Edwards EnterpriseOne Analyze Installed Base Review Installed Base Parent/Child Inquiry Type of Analysis? Create Customer Reference Report End Create Customer Update Report

24 JD Edwards EnterpriseOne Analyze Call Center Review Employee Work Center Create Detail/ Summary Report Review Call Statistics by Assignee Type of Analysis? Review? Review Call Statistics by Product End Review Call Duration Statistics by Product Review Call Print Review Escalated Calls

25 JD Edwards EnterpriseOne Analyze Service Contracts Review Warranty Defaults Review Entitlement Inquiry Review Service Contract Print Type of Analysis? Review? Review Service Contract Report End Cancel Service Contract Review Work File Revisions Review Billing Batch

26 JD Edwards EnterpriseOne Analyze Service Orders Review RMA - Update Sales Order Status Review Service Order Status History Type of Analysis? Review? End Review Parts List Inquiry Review Parent Service Order Inquiry