Microsoft Dynamics 365 Business Central Service Management
Business Central Core Function
Connect customer service, repairs, maintenance, resources, inventory and financial management in one ERP platform.
Microsoft Dynamics 365 Business Central Service Management provides tools for businesses that manage ongoing service, repairs and field service operations.
From service items and contracts to service orders, resource allocation and invoicing, Business Central helps you manage the operational and financial processes behind great customer service.
Scheduling service calls, managing service orders, tracking repair parts and supplies, assigning service personnel, creating service estimates and invoicing are all key Service Management capabilities.
Manage the complete service lifecycle
Delivering great service requires more than responding to the initial customer request.
Your team needs to understand what is being serviced, the customer's service history, contractual obligations, available resources, required parts and the financial impact of the work.
Business Central brings these processes together, helping service businesses manage ongoing customer requirements within the same ERP environment used by sales, inventory and finance.
This creates a connected service journey:
Customer → Service Item → Service Request → Resource → Parts & Labour → Invoice
CORE BUSINESS CENTRAL SERVICE MANAGEMENT FUNCTIONS
Service Item Management
Keep track of the products and equipment you service
Service items provide the foundation for managing equipment and other items that require ongoing servicing, repairs or maintenance.
Business Central can create a service item when an appropriately configured item is sold to a customer, helping you maintain the connection between the customer and the item being serviced.
This provides a stronger foundation for managing ongoing customer service requirements throughout the item's service lifecycle.
SERVICE CONTRACTS
Manage your ongoing service commitments
For customers with regular maintenance or service agreements, Business Central provides functionality for creating and managing service contracts.
Contract templates can be used to establish commonly used contract details, while service contract functionality supports prepaid and non-prepaid contract accounting structures and service discounts.
Service orders can also be created from active contracts according to planned service dates.
Use Service Contracts to support:
- Ongoing maintenance agreements
- Planned servicing
- Recurring customer relationships
- Contract-based service orders
- Service invoicing
- Service discounts
SERVICE ORDERS
Manage repairs and maintenance from request to completion
Service orders bring together the information needed to carry out service work.
Business Central service orders can be used to record activities such as repairs and maintenance for customer service items. Service orders can be created directly, generated from service contracts or created by converting an accepted service quote.
This gives your service team a structured process for managing customer service activity while maintaining the connection with the rest of your Business Central data.
SERVICE DISPATCH & RESOURCE ALLOCATION
Get the right resource onto the right service job
People and resources are fundamental to delivering service efficiently.
Business Central lets you allocate technicians and other resources to service requirements using the Dispatch Board or directly from the service order. Resource availability can be used when making allocations.
Service resources can also be considered based on service zones, helping organisations coordinate people with the locations where service takes place.
Use the Dispatch Board to improve visibility
The Business Central Dispatch Board can display service orders and quotes based on criteria including:
- Resource or resource group
- Response date
- Allocation status
- Document status
- Contract
- Customer
- Service zone
PARTS, RESOURCES & SERVICE COSTS
Connect service activity with inventory and costs
Service jobs can involve more than technician time. Replacement parts, supplies and other costs also need to be managed.
Business Central Service Management includes functionality for tracking repair parts and supplies, alongside the people providing the service.
SERVICE INVOICING
Connect completed service work with finance
Keep service delivery connected with the financial side of the business.
Business Central supports service estimates and service invoices as part of Service Management. It also provides configurable invoice posting policies that determine how service invoices and shipments can be posted by different users.
This creates a connected process from the work delivered to the financial transaction that follows.
PLANNED MAINTENANCE
Move from reactive repairs to planned service
Not every service job needs to start when something goes wrong.
For organisations managing maintenance agreements, Business Central can create service orders from service contracts based on forthcoming planned service dates.
This makes Service Management relevant not only for reactive repairs but also for businesses managing ongoing maintenance obligations.
Why Businesses Choose Business Central for Service Management
Connected Service Operations
Manage service activity within the same Business Central environment as your customers, inventory and financial processes.
Better Service Visibility
Bring service items, orders, contracts and resource information together to give your team greater context when responding to customers.
Resource Allocation
Allocate people to service jobs using service orders or the Dispatch Board and consider resource availability when making assignments.
Contract Management
Manage ongoing customer service and maintenance agreements while creating service orders from contract obligations.
Connected Invoicing
Move from service delivery into invoicing while keeping the information within Business Central.
TAKE SERVICE MANAGEMENT FURTHER
Extend Business Central for more advanced field service requirements
Business Central provides a strong foundation for managing service items, contracts, service orders and resources. For organisations with more complex field service requirements, ERP365 can help identify options for extending that foundation.
Dispatching 365 by Tegos Holding
Give sales processes a connection to inventory information and the wider supply chain.
Dynavision Planning and Dispatch
Connect customer demand with purchasing and incoming supply.
Document Dispatch – AI Capabilities by Simova GmbH
Connect sales invoicing and customer activity with your wider financial processes.
Business Central Service Management for New Zealand and Australian businesses
ERP365 helps New Zealand and Australian organisations connect customer service with the operational and financial processes behind it.
Successful service management isn't just about scheduling a technician. Customer information, service items, contracts, resources, parts, inventory and invoicing all need to work together.
ERP365 can help configure and extend Microsoft Dynamics 365 Business Central around your service processes, creating a more connected environment for your service, operational and financial teams.
How Service Management Connects Across Your Business
Sales
Create a smoother transition between the initial customer sale and ongoing service.
Inventory
Connect service activity with the parts and supplies needed to complete repair and maintenance work.
Financial Management
Keep service invoicing and financial processes connected with your wider business.
Procurement
Connect purchasing processes with the inventory and supplies required by your operation.
Is Business Central Service Management Right for Your Business?
Business Central Service Management may be a good fit if your organisation needs to:
Manage customer service items
Create and manage service orders
Manage planned servicing
Track repair parts and supplies
Create service invoices
Handle repairs and maintenance
Maintain service contracts
Allocate technicians and resources
Connect service activity with inventory
Connect service operations with finance
FREQUENTLY ASKED QUESTIONS
Yes. Microsoft Dynamics 365 Business Central includes Service Management functionality designed to support scenarios such as repair shops and field service operations. The functionality includes scheduling service calls, managing service orders, tracking repair parts and supplies, assigning service personnel and managing service estimates and invoices.
Important: Service Management features are only available with Business Central Premium.
Ready to deliver a more connected service experience?
Talk to ERP365 about using Business Central Service Management to connect your customer service activities with inventory, operations and financial management.
