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Everything in View:

Service Management in Dynamics 365 Business Central

What does Microsoft Dynamics 365 Business Central (formerly Dynamics NAV/Navision) offer in the field of service management? With Microsoft Dynamics 365 Business Central, you not only secure classic ERP functionalities but also a system to manage your services. Manage service orders, positions, contracts, and plan quotes including prices.

Powerful Functions:

Your Functions for the Service Management

  • You manage service items, orders, and contracts efficiently in the ERP system Dynamics 365 Business Central. The standard software also covers the management of rental equipment.

    • Service items/positions

      Capture data about your service items such as:

      • Components
      • Warranty terms
      • BOM references
      Service items in Dynamics 365 Business Central
      Service items in Dynamics 365 Business Central
    • Service orders

      To respond to a service request, you can create a service quote for your customers, which subsequently serves as the basis for a binding service order.

      Alternatively, the service order can be created manually without a prior quote. You can do this using templates if preferred.

      Resource allocation
      Allocate resources to your service order using the integrated scheduling. Additionally, you can easily capture documents or information about the service activities (e.g., repair or maintenance) during the ongoing order.

    • Which companies is Dynamics 365 Business Central suitable for?

      Microsoft Dynamics 365 Business Central (formerly Dynamics NAV/Navision) is aimed at small and medium-sized enterprises. The ERP solution is universally applicable in various industries (e.g., trade, production, consulting) in the standard system and can be customized to your company through apps and individual adjustments.

    • Service contracts

      You can create a service contract manually (optionally via templates) or from a service contract quote. This can be continuously updated (e.g., adding or removing contract lines) and analyzed.

      Formation of groups
      For related service contracts, you can form service contract groups, within which multiple contracts can be billed together.

      Service contract Dynamics 365 Business Central
      Service contract Dynamics 365 Business Central
    • Management of rental equipment

      In many service areas, it is common to borrow replacement items while a repair is being carried out.

      Regarding the issuance of rental equipment, you have the option to create and manage these using the rental equipment card – meaning you can track the return of items. This means: You document the issuance and return including receipt confirmation of a rental item within the service order. Additionally, you can capture remarks about rental equipment.

  • Plan your employees’ deployment efficiently and comprehensively. You can also easily manage service pricing.

    • Deployment planning for service employees

      You can plan resource deployment for your service orders by assigning resources to the respective service tasks. Also, schedule your employees, considering their availability, necessary qualifications, and required inventory items.

      Service tasks Dynamics 365 Business Central
      Service tasks Dynamics 365 Business Central
    • Pricing for services

      Additionally, you can map your service price management. For example, handle price adjustments, service price groups, credits, and discounts through the system.

  • In the standard Dynamics 365 Business Central, you can always comprehensively view service tasks. Additionally, you can enhance the solution with an app that supports your employees on the go.

    • Task insight

      Service employees can always access detailed information about service tasks such as processing steps and status. Furthermore, they can get an overview of the priority, distribution, and effort of service tasks at any time.

    • Capturing service activities on the go (add-on)

      The Anveo Mobile Service App is perfect for documenting the work of your technical specialists in service. With it, you have the ability to work offline and access all relevant data and order information anytime, anywhere.

      During the on-site appointment, many details can be digitally documented (e.g., start of work, service items, documents and photos, articles). Photos (e.g., of damage cases) can be uploaded directly into the system and saved in the service order. Moreover, suitable items can be quickly found using a barcode scanner. Lastly, work times can be easily captured through the app.

      Service orders can be easily managed (e.g., creating an order, notifications about arrival).

      Anveo Mobile App
      Anveo Mobile App
    • Time tracking

      You also have the option to track time for service tasks.

Strong in Comparison:

Your Benefits through the Functions in the Field of Service

Icon showing a checklist

Completeness

Digitally map your entire service management including service requests, services due, service orders and repair requests.

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Flexible Customization

Set service prices based on various criteria and ensure the profitability of your services.

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Reliability

Use the integrated scheduling function to make optimum use of your resources and reliably guarantee your customers appointments.

From Theory to Practice:

Tutorial: How You Can Use Dynamics 365 Business Central in the Service Area

  • How do I manage service orders, items and contracts?

    For employees in service management, it’s crucial to be able to oversee new, ongoing, and past service activities. This allows for the structured and efficient completion of daily tasks.

    Within the system, you can access the most important data in real-time through your personalized role center. This includes current inquiries, orders, and contracts in service management.

    To respond to a service request, you can create a service quote for your debtors, which can then be converted into a service order. You can manually create a service contract (optionally via templates) or from a service contract quote.

    This can be continuously evaluated or updated. Examples of updates could include:

    • Adding or removing contract lines retroactively
    • Changing the contract owner
    • Adding documents or information about service activities (e.g., repair or maintenance)
    Service contract Dynamics 365 Business Central
    Service contract – detail view
  • How do I plan service orders and assignments?

    A solid plan is the foundation of reliable service. Who does what, when, and why? The cornerstone of service management is the employees who provide the service.

    Within the system, you can plan resource deployment for your service orders by assigning the respective resources (e.g., personnel) to the respective service tasks. Schedule your employees, taking into account their availability, necessary qualifications, and required inventory items.

    During the course of the order, you can also easily capture documents or information about the service activities (e.g., repair or maintenance).

    Dynamics 365 Business Central - Service Deployment Planning
    Deployment planning

    For reporting in the service area, the system provides the Trendscape Analysis, which provides information on the key service metrics within a specific period.

  • How do I track spare parts and rental equipment?

    In many service areas, it is normal to borrow replacement items while a repair is being carried out. With regard to the issue of loaner devices, you have the option of creating and managing them using the loaner device card – i.e. tracking the return of the items. This means that you can document the issue and return, including confirmation of receipt, of a loan item within the service order. You can also enter comments on loaned equipment.

  • How do I provide service estimates and invoices?

    To ensure the profitability of your services, accurate calculation is crucial. Through the system, you can organize your entire service price management. For example, you can handle:

    • Price adjustments,
    • Price groups,
    • Credits, and
    • Discounts

    within the system.

    Dynamics 365 Business Central Service Invoice
    Service invoice – detail view
Dynamics 365 Business Central Service articles
Dynamics 365 Business Central service article
Stay Up to Date with Us:

Workshop: We Set Up the Service Area with You

In this workshop, we will set up the service area together within two days, enabling you to utilize standard processes – remotely or on-site.

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Service Setup

  • Target audience

    This workshop is aimed at companies seeking support in setting up the service area in Dynamics 365 Business Central.

  • Description

    Within two days, we will set up the service area in Dynamics 365 Business Central at your location.

    This includes, in detail: Service items/positions, service orders, service employees, service contracts, and management of rental equipment.

    This will enable you to execute standard processes such as component replacement, deployment planning for service employees, recording of service activities, and tracking material consumption.

    In this context, we can also discuss the mobile presentation and functionalities with the Anveo Mobile App. The Anveo Mobile Service App is perfect for documenting the work of technical specialists in service. It allows you to use Microsoft Dynamics 365 Business Central offline, accessing all relevant data and order information anytime, anywhere. During the on-site appointment, many details can be digitally documented (e.g., start of work, service items, documents and photos, articles). Photos (e.g., of damage cases) can be uploaded directly into the system and saved in the service order. Additionally, suitable items can be quickly found using a barcode scanner. Finally, work times can be easily captured through the app.

  • Prerequisite

    You need at least one Dynamics 365 Business Central Premium license.

Decision Made Easy:

Why anaptis? Your Benefits

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Why should you choose us as your partner company for ERP implementation from the vast Microsoft network? We provide you with an overview of what makes us unique.

  1. Standard-compliant and flexible approach
  2. Fair usage rights to the code
  3. Personalized support
  4. Honest and fair statements
  5. Experienced and stable company
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Let's Craft Your Success Story together

Get to know us! In a free initial consultation, we’ll determine together if we, as a partner company, and the ERP system for medium-sized businesses, are the right solution for you and your company.

We are looking forward to your inquiry!

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