Service Management Service Locations CERTIFIED COURSE CURRICULUM SAGE UNIVERSITY
NOTICE This draft document is provided as a convenience and for use only by individuals participating in Sage's User Feedback Program for Sage Timberline Enterprise. Sage Timberline Enterprise is a software application that, as of the date of publication of this document, has not been released to production. Therefore, Sage Timberline Enterprise and all related documentation (including this document) and training materials may change at any time at Sage's sole discretion and without notice. Program participants should not distribute this document to, or share it with, anyone else. This document and the Sage Timberline Enterprise software may be used only in accordance with the accompanying Sage Timberline Enterprise End User License Agreement. You may not use, copy, modify, or transfer the Sage Timberline Enterprise software or this documentation except as expressly provided in the license agreement. Visit our Web site at www.sageu.com/cre, call 1-877-724-3285, or e-mail us at traininginfo.cre@sage.com to learn about training classes that are added throughout the year. Information in this document is intended solely as general information with respect to common business issues and is not to be construed as professional advice. Consult a tax or accounting professional for all tax and account related questions. THE INFORMATION HEREIN IS PROVIDED AS IS AND ALL WARRANTIES ARE EXPRESSLY DISCLAIMED, INCLUDING BUT NOT LIMITED TO ANY WARRANTY: OF MERCHANTABILITY; OF FITNESS FOR ANY PARTICULAR PURPOSE; OF NON-INFRINGEMENT OF ANY PROPRIETARY RIGHT OF ANY THIRD PARTY IN ANY COUNTRY; OTHERWISE ARISING OUT OF ANY PRODUCT, PROPOSAL, SPECIFICATION OR SAMPLE; AND ANY WARRANTY THAT THE DOCUMENT IS ERROR FREE. No license, express, implied, by estoppel or otherwise, to any intellectual property right is granted by this document. Sage Software may make changes to the information in this document at any time, without notice. Recipient is solely responsible for assessing the suitability of the information and assumes all risk of use. 2009 Sage Software, Inc. All rights reserved. Sage, the Sage logos, and the Sage product and service names mentioned herein are registered trademarks or trademarks of Sage Software, Inc., or its affiliated entities. All other trademarks are the property of their respective owners. 10/2009
Service Management Contents Contents Welcome............................................................. 5 Overview............................................................. 7 The Service Location Window............................................. 9 Activity 1 Create a New Service Location with a New Customer................ 14 Activity 2 Modify Contact Information for a Service Location................... 15 Activity 3 Modify a Rate Sheet for a Service Location........................ 16 Using the Service Location View Dashboard................................ 18 Activity 4 Find Information for a Service Location........................... 19 What If............................................................... 20 Review What You Learned.............................................. 21 2009 Sage Software, Inc. 3
Service Locations Sage Timberline Enterprise 4 2009 Sage Software, Inc.
Service Management Welcome Welcome Welcome to the Sage Timberline Enterprise course on Service Locations. Transactions in the Training Data Sets In certain cases, transactions in the data set that you use may show a different year than the illustrations in this material, or than the instructor shows in class. If your data set transactions show a different year, but all other details such as the prefix and account setup, vendor names, and jobs are identical, your data set will correspond to the materials in all respects but the date. When you complete the activities that involve dates, you may see codes that represent the current year (yycy), prior year (yypy), and next year (yyny). Use the appropriate year based on the data you are using for activities. For example, if 2009 is the current year in your data and the activity prompts you to enter 2/15/yypy, enter 2/15/2008. If the activity prompts you to enter 2/15/yycy, enter 2/15/2009. Where to Get Additional Information Module Help Files Each module contains an extensive Help system. The Help is your primary resource for reference and how-to information for all tasks. Help is available for whatever window you have open. Help also includes Contents, Index, and Search features that help you locate information quickly. Use one of these methods to open Help: Press F1 or click in the window you have open. Select Search for help on from the Help menu of the Sage Timberline Enterprise Desktop. 2009 Sage Software, Inc. 5
Service Locations Sage Timberline Enterprise Knowledgebase The Sage Knowledgebase has lots of information about Sage Timberline Enterprise. To access the Knowledgebase: 1. Go to www.sagecre.com. 2. Under Support Logon, click Sage customer website. 3. Type your e-mail address and password, and click Log on. 4. Select your Sage product. 5. Enter your search items and click Search. 6 2009 Sage Software, Inc.
Service Management Overview Overview Service locations are an integral part of Service Management. Many of the tasks you perform in Service Management require a service location, which is the physical location where the work is performed. A single customer may have multiple service locations. Each service location stores information such as: Accounts Receivable customer Tax status and group Rate sheet This lesson describes the setup of service locations. What You Will Learn When you complete this lesson, you will be able to: Create a new service location. Describe the important setup to process work orders for a service location. Modify the properties of an existing service location. Create new blanket customer POs. Create new equipment for a service location. Find existing work orders for the service location. View invoice information for the service location. Use the service location workspace. 2009 Sage Software, Inc. 7
Service Locations Sage Timberline Enterprise Prerequisites Before you begin this lesson, you should be familiar with the content of the following lessons. Lesson Concepts and Tools Set Up Customers Recurring Setup Items 8 2009 Sage Software, Inc.
Service Management The Service Location Window The Service Location Window The upper portion of the Service Location window stores basic information about the location, as follows. The Service Location is the 10-character ID for the location. Enter the full description in the Name box. You must associate a Customer with the location. You can link multiple locations to the same customer for billing purposes (for example, a chain of restaurants has different physical locations). Assign the same customer to all physical locations so that invoices are generated for that customer in Accounts Receivable. Next to Bill to, select the customer for whom the receivable invoices will be created when the work order or agreement is billed (if different than the Customer). Several tabs are available in the Service Location setup window. In this lesson, we will discuss the following tabs: Site Info/Contacts, Defaults, Customer POs, and Equipment. FOR MORE INFORMATION: The information on the Agreements tab is covered in the Agreement Processes lesson. Use of the Notes and Attachments tabs are discussed in the Concepts and Tools lesson Data Windows. 2009 Sage Software, Inc. 9
Service Locations Sage Timberline Enterprise Site Info/Contacts Tab The Site Info/Contacts tab contains the address and contact information about the service location. Click Service Location Site to enter address and customer information. If you have more than one address for this location, click More... to create additional addresses. Click Contacts to enter the contacts, including the default contact for this location. Click each link to see the details 10 2009 Sage Software, Inc.
Service Management The Service Location Window Defaults Tab On the Defaults tab, you store the information that will be used most frequently on work orders and invoices. The values are entered automatically, but in most cases you can change them if necessary. The Default tax status and Default tax group are used on work orders. The Default rate sheet is the rate sheet used most often for this customer. The Default invoice grouping will be entered on the work order as the default level for invoice billing. It can be changed during work order billing. Select from Work Order, Service Location, or Customer. The Invoice format is retrieved based on the following hierarchy: 1. Work Type 2. Service Location 3. Customer 4. SM Settings 2009 Sage Software, Inc. 11
Service Locations Sage Timberline Enterprise Customer POs Tab A service location may require a purchase order number from the customer to allow work to be completed, and ultimately, for the invoice to be paid. You can set an option to require a PO for individual service locations. The default value for this option is Not required. In addition, a customer may provide a purchase order number with a maximum dollar amount. This allows multiple work orders to be entered using the same Customer PO number. The software tracks work completed to date against that purchase order, up to the maximum. This is referred to as a blanket PO. Click Add to create new blank customer PO s. Use on work orders to track work covered by PO. After you enter the blanket PO, you can select on the work order and have the amount accumulated against this purchase order. It is a manual process to review what is remaining. 12 2009 Sage Software, Inc.
Service Management The Service Location Window Equipment Tab A service location can have installed items that require service work. The company doing the service work is not always the installer for the items. On the Equipment tab, you can track all of the items to be serviced for this location. When work orders are entered for this service location, you select the equipment being serviced from the list of equipment owned by this service location. This is a great way to track work done on equipment and report on the information later. 2009 Sage Software, Inc. 13
Service Locations Sage Timberline Enterprise Activity 1 Create a New Service Location with a New Customer In this activity, you set up a new service location for an existing customer. Scenario This morning when you arrived at your desk, you found a message from a customer needing service work. Hello, this is Sue Kitzen from Jefferson Elementary. Your company was recommended by the high school in our district (Westview). One of the wings in our building is not cooling. Can you try to send someone out ASAP? I can be reached at our main number here which is 216-544-7788, thanks. FOR HELP: You may find several Help Topics useful when you complete this activity. For step by step instructions, see To set up a new service location. For detailed explanation of the fields in the Service Locations window, use To edit a service location. To Create a New Service Location 1. After calling the customer back, you record the pertinent information: General Customer: West Cleveland School District Location: Jefferson Elementary Contact: Sue Kitzen Address: 14420 Rainbow Ave. City St Zip: Cleveland, OH 44111 Phone: 216-544-7788 Defaults Tax Status: Taxable Tax Group: Ohio 5.5% Cuyahoga 2.25% Rate Sheet: Normal Invoice Grouping Level: Customer 2. Enter the information for the new service location. 14 2009 Sage Software, Inc.
Service Management The Service Location Window Activity 2 Modify Contact Information for a Service Location In this activity, you modify an existing service location to add information which has changed since the location was created. Scenario You received an e-mail from a customer about one of their locations having moved. The e-mail looked something like this: E-mail Memo Printout for Ted Irving From: Contact at customer To: Ted Irving Subject: Informational: Location move Greetings: This is to inform you of a change in contact information for one of our service locations. They have recently acquired a new phone number and e-mail address, and the primary contact has changed. Please update your records appropriately. Service Location name New phone: New e-mail address: New primary contact: Thanks so much for updating your records! Signed contact: FOR HELP: You may find several Help Topics useful when you complete this activity. For step by step instructions, see To set up a new service location. For detailed explanation of the fields in the Service Locations window, use To edit a service location. To Modify an Existing Location Open the service location and make the necessary changes from the information provided above. 2009 Sage Software, Inc. 15
Service Locations Sage Timberline Enterprise Activity 3 Modify a Rate Sheet for a Service Location In this activity, you modify an existing service location to add information that has changed since the location was created. Scenario Your company gives different rates to customers who have been with you for a certain length of time. Urban Coffee Company has just achieved that length of time. You need to modify the record to use the appropriate rate sheet, which is called Value rates. Urban Coffee Company has only one service location. FOR HELP: You may find several Help Topics useful when you complete this activity. For step by step instructions, see To set up a new service location. For detailed explanation of the fields in the Service Locations window, use To edit a service location. To Modify a Service Location Open the service location and make the necessary changes to the rate sheet. CHECK YOUR WORK: When you have finished these activities, the instructor will review it with you. 16 2009 Sage Software, Inc.
Service Management The Service Location Window Information on Additional Tabs Work Orders/Quotes Tab The Work Orders tab contains the list of work orders for this service location. From the list, right-click to Add, Edit, or Print a work order. Invoices Tab The Invoices tab contains the list of invoices for this service location. From the list of invoices, you can open, view, or void an invoice. 2009 Sage Software, Inc. 17
Service Locations Sage Timberline Enterprise Using the Service Location View Dashboard The Service Location View dashboard helps you access locations, work orders, and other information efficiently. This section describes the different areas of the dashboard. Service Locations list displays a list of service locations. Work Orders list displays the work orders for a selected service location. Information Pane displays either additional service location information or work order information depending on what is currently selected. Service Locations List When you select a service location in the list, the Information Pane on the right shows information for the location such as: Location Details Access address and primary contact information. Equipment View the equipment set up. Invoices See the invoices generated. 18 2009 Sage Software, Inc.
Service Management Using the Service Location View Dashboard Work Orders List In the lower left area of the window is the list of work orders for a specific location. When you click on a service location in the list area above, you see the work orders for that location. Finding More Information about Work Orders When you select a work order, the Information Pane on the right shows the following: Invoices related to the work order. Work Order Items which have been entered. Work Order Trips which have been scheduled. From the list of Work Orders, double-click a specific work order to open the Edit Work Order window. Activity 4 Find Information for a Service Location In this activity, you locate the work orders and other information for a specific service location. Scenario Ted Irving, the service manager, calls you to determine what has been entered and billed for a specific service location. 1. Who is the main contact at the location? 2. Do they have any equipment? 3. Do we show any invoices for them? 4. What is the most recent work order number? 5. Do any of the work orders show a billed amount? 6. Who is the most frequently assigned technician for them? 7. When was the last work order scheduled? 2009 Sage Software, Inc. 19
Service Locations Sage Timberline Enterprise What If... Following are some service location scenarios that you might encounter, with information about how to handle them. You need to add a new default address Scenario Solution You need to create a new address for a service location, and make it the default address. In the setup for service locations, on the Site Info/Contact tab, click the More... link to create a new address for the service location. The default address is the one on the main address screen. You need to create a non-taxable service location Scenario Solution You need to set up a service location to be non-taxable. On the service location, change the Tax status on the Defaults tab to Non-taxable. You need to delete a piece of equipment from a service location Scenario Solution A piece of equipment at a service location is no longer in use and you want to delete it. Equipment cannot be deleted, but you can set it to inactive. On the service location setup window, click the Equipment tab. Double-click the equipment to open its window, and select Inactive in the lower area of the window. 20 2009 Sage Software, Inc.
Service Management Review What You Learned Review What You Learned 1. Is the Customer required on a service location? Yes No 2. What is required in the service location setup? 3. Which contact is used by default on work orders for a service location? 4. If you have multiple locations for which all billing should go to a parent company, how should the invoice grouping be set to default on work orders? 5. Which place is the service location in the retrieval hierarchy for Invoice format? 6. Where can you find all of the work orders associated with a service location? 2009 Sage Software, Inc. 21
Service Locations Sage Timberline Enterprise Review What You Learned (Answers to page 21) 1. Is the Customer required on a service location? Yes No 2. What is required in the service location setup? Service Location, Name, Customer, and Bill to are required to save a new service location. 3. Which contact is used by default on work orders for a service location? From the Site Info/Contacts tab, click the Contacts link. Select Default on the contact who should default new work orders for this service location. 4. If you have multiple locations for which all billing should go to a parent company, how should the invoice grouping be set to default on work orders? Set the Default invoice grouping on each Service Location to Customer. 5. Which place is the service location in the retrieval hierarchy for Invoice format? The Service Location is second in the retrieval hierarchy, following only the work type. 6. Where can you find all of the work orders associated with a service location? On the service location, go to the Work Orders/Quotes tab. You can also edit work orders from this window. 22 2009 Sage Software, Inc.
Service Management Review What You Learned Additional Learning Opportunities The following lessons give more information about using service locations in tasks. Lesson Enter Work Orders Using the Dispatch Board Billing Work Orders Processing Agreements 2009 Sage Software, Inc. 23
Service Locations Sage Timberline Enterprise 24 2009 Sage Software, Inc.