• Service and Support Management Change Summary
•  About This Course
  •  Course Description
    • Course Objectives
    • Audience
    • Prerequisites
    • Course Credit and Scheduling
    • Virtual Environment Information
  •  Additional Resources
    • QAD Learning Center
    • QAD Document Library
    • QAD Support
•  Foundations
  •  Business Strategy
    • Role of Service and Support Management
    • Role of Service and Support Management
    • SSM Interaction
    • Service/Support Arena
    • Typical Service/Support Time Line
    • SSM Setup Flow
    • SSM Training Course Outline
•  Installed Base
  •  Overview
    • Understanding Basic Terms
    • The Installed Base
    • Should You Track the Installed Base?
    • What Level of Detail is Needed?
    • The Installed Base and Service Policy
  •  End Users
    • Adding End User Records
    • End User Detail
    • Service Office Detail
    • End User Attributes
    • Invoice Format
    • End User Contacts
    • Service Item Data
    • Service Structure Data
  •  Updating the Installed Base
    • ISB Records in Sales Orders
    • Installed Base Item Data
    • ISB Ownership and Classification
    • Using ISB Classification Codes
    • Installed Configuration Maintenance
    • ISB Pop-Up in Sales Orders
    • Other ISB Updates
  •  Installed Base Utilities
    • ISB Move During Call Entry
    • Installed Item Move
    • ISB Item Tracking History
    • Installed Base Marketing Letter
    • Field Notifications
    • Field Notification Maintenance (11.3.12.1)
  •  Exercises
    • Exercise 1: Create an End User
    • Exercise 2: Define Service Attributes
    • Exercise 3: Update the Installed Base from a Sales Order
    • Exercise 4: Move an Item in the Installed Base
    • Exercise 5: Create a Field Notification
•  Service Setup
  •  Overview
    • Charge Code Maintenance
    • Invoice Sort Definition
    • Invoice Sort Code Setup
    • Service Category Definition
    • Service Category Setup
    • Why Must Service Categories Belong to an Invoice Sort?
    • Relationship of Invoice Sort and Service Category
  •  Work Code Definition
    • Work Code Maintenance
    • Default Work Codes
  •  Product Lines
    • Product Lines in CAR
    • WIP Product Line
    • Charge Product Line
    • Charge Product Line Maintenance
    • Revenue Product Line
    • Revenue Product Line Maintenance
  •  Call Codes
    • Call Status Codes
    • Special Call Statuses
    • Call Management Control (11.1.24)
    • Call Queues
    • Generalized Codes
    • Default Call Definitions
  •  Service Pricing
    • Service Price Lists
    • Contract Pricing
    • Contract Additional Charges
    • Repair Pricing
    • Repair Item Pricing
    • Fixed Pricing - Business Requirement
    • Fixed Price Setup
    • Special Units of Measure
    • Repair Labor/Expense Pricing
    • Expense Cost Lists
  •  Return Status Setup
    • Default Site Maintenance (11.21.13)
  •  Multiple Time Zones
    • Multiple Time Zone Maintenance
  •  Service BOMs/Routings
    • Standard Operation Provides Defaults for Routing
    • Service BOM/Routing Setup
  •  Exercises
    • Exercise 6: Set Up Values
    • Exercise 7: Create Price Lists
    • Exercise 8: Create Additional Contract Charges
•  Contract and Warranty Types
  •  Overview
    • Service Types
  •  Service Type Attributes
    • Service Type Product Line
    • Warranty/Contract Duration
    • Response Time and Coverage Hours
    • Service Type Price Lists
    • RMA Settings
    • Priority
  •  Warranty Type vs. Contract Type
    • Warranty Type
    • Contract Type
  •  Service Coverage
    • Business Overview
    • Service Coverage Example
    • Service Coverage
  •  Using Codes
    • Warranty Maintenance
    • Contract Type Maintenance
    • Limit Amounts
    • Invoice Sort Effect
    • Visibility of Limits
  •  Contracts and Coverage Limits
    • Limits in Contracts
    • Benefits of Limits in Contracts
    • Limits in Contracts
    • Limits in Contract Lines
  •  Determining Service Type
    • Determining Service Type
    • Determining Service Coverage
    • Determining Service Coverage
  •  Exercises
    • Exercise 9: Contract Type Maintenance
    • Exercise 10: Using Service Types
    • Exercise 11: Copying Limits
•  Service Contracts
  •  Overview
    • Service Contract Elements
    • Service Contract Effects
    • Contract Design
    • Contract Work Flow
    • SSM Accounting Control: Contract Settings
    • Contract Pricing
    • Blanket Contracts
    • Blanket Contract Setup
    • Contract Line Items
  •  Contract Flow for End Users with Items
    • Contract Maintenance - Header Frame
    • Contract Maintenance - Billing Frame
    • Contract Maintenance - Coverage Limits
    • Contract Maintenance - End User Detail
    • Contract Maintenance - End User Default
    • Contract Maintenance - Line Item Entry
    • Contract Maintenance - Preventive Maintenance
    • Contract Maintenance - Additional Charges
    • Contract Maintenance - Contract Trailer
  • Contract Flow for Items with End Users
  •  Contract Renewal
    • Contract Renewal Methods
    • Renew Contract to New Number
    • Contract Renewal and Limits
    • Renewal Process/Report
  • Contract Delete/Archive
  •  Releasing Quote to Contract
    • Contract Quotes
  • Exercise 12: Release a Quote to a Contract
•  Contract Billing
  • Overview
  •  SSM Accounting Control
    • Billing Cycle Codes
    • Billing In Arrears
    • Period Based Billing
    • Prorating Partial Periods
    • Billing Customers or End Users
    • Summarized or Detail Billing
  •  Managing Deferred and Accrued Revenue
    • Revenue Recognition
    • Viewing Revenue Records
  •  Billing Release to Invoice
    • Reprinting an Invoice
    • Billing Date Correction
    • Billing Reversal Maintenance
    • Billing Date Correction
  • Reviewing Contract Financial Data
  • Exercise 13: Contract Billing
•  Preventive Maintenance Scheduling
  •  Overview
    • End User Schedules
    • Scheduling Visits for Line Item
    • Line - Contract PM Schedules
    • Scheduling PM Dates
    • Effects of Visits and PM Item
    • Create PM Calls
    • Create PM Calls = Yes
    • Using the Call Generator
    • Exercise 14: PM Scheduling
•  Call Management
  •  Overview
    • Call Life Cycle
    • Call Creation: Business Process
    • Ways to Create a Call
    • Pending Calls
    • Call Maintenance
  •  Call Setup
    • Implementation Decisions
    • Controlling Call Items
    • Default Call Service Type
    • Assigning Responsibility
    • Managing Call Defaults
    • Kinds of Calls
    • Default Call Definitions
    • Call Defaults Used in Call Creation
    • Call Default Mechanics
    • User Preferences
  •  Call Maintenance (11.1.1.1)
    • Call Maintenance - Multi Items
  •  Service Site Management
    • Determining a Site/Location: First Test
    • Determining A Site/Location: Second Test
    • Determining a Site/Location: Third Test
    • Service Site Summary
  •  Installation Call Settings
    • Installation Call Setup
    • Installation Call Creation
    • Installation Call Management
  •  Call Generator
    • Call Generator Input Source = P
    • Call Generator Input Source = I
    • Call Generator Input Source = F
  •  Exercises
    • Exercise 15: Review Call Defaults and Create Call
    • Exercise 16: Call Generator
•  Call Quotes
  • Overview
  •  Call Quote Maintenance (11.1.1.7)
    • Item Selection
    • Charge Summary Frame
  •  Copy Call Quote (11.1.1.12)
    • Quote Limitations
  •  Call Quote Release to Recording (11.1.1.11)
    • Call Creation From Quote
    • Quote Errors
  • Expired Quotes
•  Call Tracking
  •  Overview
    • Call Tracking Business Processes
  •  Call Queue Manager
    • Queue Manager Control Settings
    • Editing Calls
  •  Call Escalation
    • Using Escalations
    • Escalations
    • Escalation and Call Maintenance
    • Default Escalations
    • Escalation Monitor
  • Service Areas
  •  Service Engineers
    • Engineers and End Users
    • Engineer Scheduling
    • Engineer Schedule Control
    • Scheduling Example
    • Basing Availability on Calls
    • Basing Availability on Hours
    • Engineer Schedules
    • Types of Schedules
    • Associating Schedules with Engineers
    • Calculating Availability
  •  Service Requests
    • Service Requests
  •  Exercises
    • Exercise 17: Review Calls in the Call Queue Manager
    • Exercise 18: Call Escalation
    • Exercise 19: Standard QAD EE Engineer Scheduling
•  Call Activity Recording
  •  Overview
    • Recording Service Activity
    • Benefits of CAR
  •  The CAR Process
    • Grouping Data in CAR
    • CAR Header
    • Item Selection and Usage Frames
    • CAR Item Selection Frame
    • What is a Report?
    • Report Status
    • Report Status Use
    • Item Detail Frame
    • Loading BOMs/Routings in CAR
    • Item Detail Frame
    • CAR ISB Detail Frame
    • WIP Product Line
    • Coverage Information
    • Call Maintenance Impacts CAR
    • Fault Codes
    • Labor/Expenses
    • Charge Code
    • Labor/Expense Detail
    • Pricing in CAR
    • Item Usage
    • Item Usage Detail
  •  Returning Items in CAR
    • Return Status Logic
    • Exchanging Items in CAR
    • Marking Returns as Pending
  •  CAR Confirmation Frame
    • Report Generation in CAR
    • Call Line Status
    • Call Status
  •  Exercises
    • Exercise 20: Introduction to CAR
    • Exercise 21: Closer Look at Details in CAR
    • Exercise 22: Generating BOMs/Routings in CAR
    • Exercise 23: Returning Items in CAR
•  Call Invoice Recording
  •  Overview
    • Call Invoice Recording Business Overview
    • Call Invoice Recording Benefits
  •  Processing in CIR
    • CIR Header
    • CIR Summary Frames
    • Charge Summary
    • Charge Code Maintenance (11.21.21.1)
    • Billing Summary
    • Printing Invoice Detail
  •  Invoice Print or Reprint (7.13.12)
    • Printing Invoice Detail
  • Exercise 24: Call Invoice Recording (CIR)
•  Material Orders
  •  Overview
    • Material Orders Business Needs
    • Material Orders Business Process
    • Material Orders Benefits
    • Material Order Control (11.11.24)
    • Material Orders Process Work Flow
  •  Creating an MO
    • MO Maintenance
    • MO Without a Call: Inventory Transfer
    • MO Without a Call: Expensed
    • MO With a Call
    • MO Maintenance and Sites
    • MO Maintenance Allocations
    • MO Line Entry
    • MO Confirmations
    • MOs and MRP Visibility
    • MO Allocations
    • Picking Inventory for MOs
    • Picking Inventory for MOs
  •  MO Shipments
    • MO Shipment Documents
    • MO Shipment Documents
  • Consuming MO Items in CPR/CAR
  •  MO Returns
    • MO Direct/Pending Returns (11.11.8)
  •  Exercises
    • Exercise 25: Creating a Material Order (MO) for a Call
    • Exercise 26: Consuming MO Items in CAR
•  Return Material Authorizations
  •  Overview
    • Business Use of RMAs
    • RMA Work Flow
  •  RMA Implementation Control Settings
    • Customer Return and Spares Site
    • Customer Return/Spares Locations
    • RMA Implementation
  •  RMA Maintenance
    • Issues/Receipts
    • Linking Issues and Receipts
    • RMA Service Types
    • RMA Service Types
    • Applying Coverage
    • Changing Coverage
    • RMA Charge Types
    • RMA Charge Types
    • RMA Pricing
    • RMA Issue Line Pricing
    • RMA Receipt Pricing
  •  RMA Billing
    • Billing RMA Issues
    • Billing RMA Receipts
  • Releasing an RMA to a Work Order
  • Exercise 27: Using RMAs
•  Return to Supplier
  •  Overview
    • Return to Supplier (RTS)
  •  Tracking RTS Inventory
    • Transferring RTS Items
    • Issuing RTS Items
    • Receiving an RTS Transfer
    • Receiving an RTS
  • Exercise 28: Creating a Return to Supplier (RTS)
•  Depot Orders
  •  Overview
    • Depot Order Process Flow
    • Depot Order Maintenance
    • Depot Order Maintenance Flow
    • Call Parts Recording
    • Material Order Shipments
    • Material Order ATP Inquiry
    • Call Labor Recording
    • Depot Item Restock
    • Depot Order Shipment
    • Depot Order Invoicing
  • Exercise 29: Depot Orders