Service Management Setup

Service Management allows you to manage your service organization, from taking service calls, to entering work orders and dispatching technicians, to capturing work completed and billing work orders.

Before you begin processing in Service Management, certain structural and routine setups must occur to provide the initial information that will be used throughout Service Management. Some of these setups are required and must be done before a work order can be completely processed; others are optional and can be set up at your discretion.

Structural Setups

These are generally 'one-time' tasks that include setting up service companies, service centers, accounting treatments, rate templates, and so forth. Although some setups are required, others are optional and will only need to be set up if your company requires that information.

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  1. SM Company Parameters - Set up an SM company for each company in which you perform service work.
  2. SM Call Types - Set up call types to identify the types of service work you perform.
  3. SM Cost Types - Set up cost types to identify categories of costs incurred when performing service work. Additionally set up override Cost, Revenue, and WIP accounts by call type and cost type in SM Departments.
  4. SM Departments - Set up departments to define the standard and override Cost, Revenue, and WIP GL accounts used when capturing work completed. Departments are assigned to service centers and divisions.
  5. SM Service Centers - Set up a service center for each location within your SM company that performs service work. Additionally, for each service center you set up, you can assign call types to identify the types of service work commonly handled by the center, and set up divisions to categorize types of work performed at a service center.
  6. SM Standard Items - Set up standard items for common and/or repetitive work order charges that are not specific to labor, parts, or equipment (e.g. trip charges, fuel surcharges, etc.).
  7. SM Pay Types - Set up pay types to represent pay rate classifications (e.g. regular, overtime, holiday, etc.).
  8. SM Rate Templates - Set up rate templates to the define the standard labor, equipment, and material rates for work orders. Additionally, set up override labor, equipment, and material rates based on sets of criteria.
  9. SM Serviceable Item Class - Set up serviceable item classes to define the categories/classes of serviceable items that are maintained at each of your service sites, along with the different types of equipment within each category.
  10. SM Work Scopes - Set up the work scopes that represent the different scopes of service work performed by your company (e.g. common problems, maintenance work, installations, etc.)
  11. SM Labor Codes - Set up labor codes to identify repairs or resolutions that commonly occur when performing service work.

Routine Setups

These setups are generally those that occur on a daily, weekly, monthly, and/or yearly basis, such as setting up technicians, contacts, customers, and service sites. Setting up technicians, customers, and services sites is required, since you cannot process a work order without this information; however, you are not required to reference a contact on work orders, so contacts can be set up at any time. Although initial setup can be done before you begin entering work orders, you do have the option to set up customers and service sites 'on-the-fly' when fielding calls. For example, when a service call is received, you set up the customer, service site, and work order, all from the SM Work Orders form.

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  1. SM Technicians - Set up the technicians that will perform service work for a Service Management company. Each technician must be associated with an existing PR employee.
  2. HQ Contacts - Set up the contacts that will be assigned to SM customers, service sites, and work orders.
  3. SM Customers - Set up the customers for which you perform service work. Customers set up in Service Management must first be set up in AR Customers.
  4. SM Service Sites - Set up customer and/or job service sites to represent each customer locations and/or job sites that contain serviceable items that will be serviced by your company.