Version 12.3 Service and Maintenance New Features

Transcription

1 Activant Prophet 21 Version 12.3 Service and Maintenance New Features

2 This class is designed for Sales managers Individuals responsible for entering and maintaining service and maintenance records

3 Objectives Customer Master Inquiry Enhancements Task Enhancements Alarm and Problem Codes Service Centers Service Dispatch Priority it Codes Service Order Entry Enhancements Parts History Tab Service Order Part RMAs Service Call Center

4 CMI Enhancements

5 CMI Enhancements Enter serial number to access customer information in CMI Limit by Serial Number limits records on these tabs to just those dealing with the serial number entered: Task Service Items Task History Service Order

6 CMI Enhancements Viewing service item by order Enable this setting to show the service order line items in CMI

7 Filtering Tasks by Role Use Limit to my role checkbox to filter tasks to show only those that apply to your role Assign roles in Activity Type Maintenance/Role tab

8 Creating a Service Order from CMI Use RMB Go To options to create a service order or a service order quote for customer from CMI RMB click in Customer/Contact Information tab

9 Task Enhancements

10 Entering Tasks by Serial Number Entering Serial Number in task populates p Customer ID, Item ID and Description Filters problem and alarm codes to just those of the item s supplier Call CMI up and serial number is already populated

11 Auto-Assigning Assigning Tasks to Service Orders Unassigned tasks for customer s item are g automatically carried over to newly created service order

12 Other Task Enhancements System Setting for Auto-assigning g tasks Service Order Entry has Tasks tab now Functions identical to other Tasks tabs in P21 New Audit Trail tab in Edit Task and Schedule Task windows See what changes were made and who made them.

13 Alarm and Problem Codes

14 Problem and Alarm Codes Quick tags assigned to tasks and service orders that give important information at a glance Problem codes Internal use General tags for customer issues regardless of item Generic tags applied to broad samples of items Alarm codes Issued by item manufacturers, tied to particular items they produce Used for supplier s s internal tracking, tied to service POs or warranty repairs Item specific and must be added to item before used

15 Creating Alarm Codes Create alarm codes in Alarm Code Maintenance Associate alarm codes and items Add multiple items to a code

16 Creating Alarm Codes Add multiple codes to one item

17 Creating Problem Codes Create problem codes in Problem Code Maintenance Associate problem codes and items

18 Creating Problem Codes Add multiple codes to one item

19 Copying Problem and Alarm Codes RMB copy codes to copy lists to other items

20 Copying Problem and Alarm Codes Query to find items with code lists to copy Check the selected checkbox for each item from which to copy the code list

21 Adding Problem and Alarm Codes to Tasks Problem and alarm codes may be added to new y and existing tasks

22 Service Centers

23 Service Centers User-defined categories for organizing g technicians You may have service centers within other service centers Gives additional filter to screen and sort when performing searches and generating reports

24 Assign Default Service Center on Ship to Assign service center to customer ship to Defaults on service orders for this ship to when created in Service Order Entry and CMI Does not apply to imported service orders

25 Assigning Service Centers to Technicians Assigned on Service Center tab in Technician Maintenance Navigation Path: Orders > Service Order > Maintenance > Technician i Maintenance > Service Center Tab Multiple service centers may be assigned

26 Service Dispatch Priority

27 Service Dispatch Priority Apply a metric visible to all schedulers to place available technicians based on importance of job

28 Service Order Priority Maintenance Orders > Service Orders > System > Service Order Priority Maintenance Name code and give it a weight Lower the value is higher priority Designate code as default

29 Service Order Entry

30 Entering a Service Order by Serial Number Specifying serial number causes customer ID, p y g header information and item ID to auto-populate

31 Enter Service Items by Serial Number Enter line items by specifying the serial number

32 Parts History Tab

33 Parts History Tab in Service Order Inquiry Parts List compiles information across multiple service orders Enter criteria on Criteria tab

34 Parts History Tab in Service Order Inquiry Open Service Order Information tab and select service order to investigate Open Service Order Detail tab and select item

35 Parts History Tab in Service Order Inquiry Parts tab lists all parts sold for this service item on service orders dating back to start date on Criteria tab Only parts that have been invoiced appear on tab

36 Service Order Part RMAs

37 Service Order Part RMAs Very similar to RMAs for sales orders Choose Order Type: Service RMA

38 Service Order Part RMAs When accepting a part return, it must be linked to an invoice line. System immediately takes you to sales history tab Will not save until you have linked to an invoice line. View service part RMA data in Service Order Inquiry on the parts history tab Values will show as negative for returns

39 Small Enhancements

40 Temporary Parts Create service item parts as temporary items Evaluate parts before turning them into permanent items System will not generate PO for temp item unless there is demand for it

41 Default Labor Codes Designate labor codes as defaults for certain service items Automatically populates these labor codes on service order when item is entered

42 Service Call Center

43 Using Tasks as Tickets Record customer call as a task If customer can be helped immediately, mark the task as completed If ffollow up is needed, make that the task s to do item and assign it to an employee If a technician is required, attach task to service order Tasks are faster to enter than orders Tasks are kept in system as a service history record

44 Streamlining Tasks with Problem and Alarm Codes Attach problem or alarm codes to a task Codes summarize specific information with just a few clicks instead of typing several lines Add codes to Task and Task History tabs in CMI using Field Chooser

45 CMI as Information Portal CMI can be used to look up needed customer information during a call New enhancements make it easier to access information Enter serial number to call up the customer and specific item Look at history by limiting Task and Task History tabs for just that serial number See what types of problems the customer had previously and see how it was resolved

46 Best Practices Tips Keep both a CMI and a blank New Task window open Can start recording and accessing information right away without t needing to navigate to either window Enter serial number or customer in CMI to pull up information Open blank new task from bottom portion of screen If task was already displayed, CMI can be called up via F8 button

47 Best Practices Tips Create mix of specific and generic problem codes Fully customizable Reduce data entry time Create mix of generic codes to apply broadly and item specific codes tailored to problems unique to particular item types Use specific codes for problems you know certain items have and generic codes for less common issues Use the Serial Number Allows for quick entry of customer and service item in CMI and Task Entry Filter on CMI tabs to limit data to serial number

48 Best Practices Use the Task Auto-Assignment Feature Use system setting to automatically assign tasks created in CMI to a service order

49 Summary Customer Master Inquiry Enhancements Task Enhancements Alarm and Problem Codes Service Centers Service Dispatch Priority it Codes Service Order Entry Enhancements Parts History Tab Service Order Part RMAs Service Call Center

50 For More Information Prophet 21 Help Files Visit Activant on the web: View Educational Services course offerings Browse Documentation V12.3 Service and Maintenance New Features Search the Solutions database Submit a Support case Professional Services Sales pss@activant.com