Service Setup > Exercises
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Exercises
Exercise 6: Set Up Values
In this exercise you set up different values required to perform service activities. They include:
• Work Codes
• Invoice Sort Codes
• Service Categories
• Call Defaults
• Exchange Return Status
Set Up Work Codes
Work codes are created and maintained in Work Code Maintenance (11.21.1). Work codes are user defined, so you can create as many as necessary for your environment. Since a number of codes have already been set up in the database, you will create one more.
1 Go to Work Code Maintenance (11.21.1).
2 Enter the following data in the appropriate fields. Make sure you save your changes by clicking Next at the end of your entry.
 
Field
Value
Work Code
5000
Description
Emergency work code
Repair Center
No
Fixed Price
No
3 When the work code is created, save it and then return to the menu by clicking Next, then Back.
4 Go to Work Code Inquiry (11.21.2). Click Next twice to generate a report to the terminal.
5 Verify the work code you created, and review the others already in the database. Return to the menu.
Set Up Invoice Sort Codes
The Invoice Sort is a user-defined, high-level grouping tool used in service coverage, limits, and invoice presentation. The Invoice Sort codes created in this exercise will be used later in other activities.
Note: Many of the fields in an Invoice Sort record are used to support other functions in Service and Support Management. The use of these fields will be clarified in other activities.
1 Go to Invoice Sort Maintenance (11.21.5).
2 Enter the following data in the appropriate fields to create two codes (or modify existing Invoice Sort Codes if available so that they are in line with data values below).
3 Click Next after entering the Invoice Sort value, the Include Fixed Price value, Language value and the Label value.
4 Click Back after the language and label information is entered and saved.
 
Field
Value
Value
Invoice Sort
5
6
Description
Repair Expenses
Fixed Repair Only
Display Order
5
6
Type
E
E
Invoice Detail
Yes
No
Include Fixed Price
No
Yes
Language
US
US
Description
Expenses
For Fixed Repairs
Label
Expense
Fixed
5 When both invoice sorts are created, return to the menu.
6 Go to Invoice Sort Inquiry (11.21.6). Leave the Invoice Sort field blank and specify Yes in the Sort by Order field.
7 Click Next twice to generate a report to the terminal. Verify the invoice sort codes you created, and review the others already in the database.
The order the Invoice Sorts display on the report is the same order they will display in Call Invoice Recording.
8 Return to the menu.
Set Up Service Categories
Service categories are created and maintained in Service Category Maintenance (11.21.9). Service categories are user definable, so you can create as many as necessary for your type of service business. Remember that service categories are intended to represent the actual detailed service that you are providing.
1 Go to Service Category Maintenance (11.21.9).
2 Enter the following data in the appropriate fields. Click Next after the entry of the Svc Category, the Invoice Sort, Travel Labor and Tax Class.
 
Field
Value
Value
Value
Value
Svc Category
4000
5000
6000
7000
Description
Reg Hourly Labor
Overtime Labor
Mileage Charge
On-site meal
Invoice Sort
2
2
3
3
Items
No
No
No
No
Con Items
No
No
No
No
Exch Items
No
No
No
No
Labor
Yes
Yes
No
No
Travel Labor
No
No
No
No
Expense
No
No
No
Yes
Travel Expense
No
No
Yes
No
Taxable
No
No
No
No
Tax Class
<blank>
<blank>
<blank>
<blank>
Notice that only certain fields are editable depending on which invoice sort the service category is associated with.
3 When all the service categories are created, return to the menu.
4 Go to Service Category Inquiry (11.21.10). Click Next twice to generate a report to the terminal.
5 Verify the service categories you created, and review the others already in the database. Return to the menu.
Update Call Management Control
Two service categories can be specified in Call Management Control. These provide defaults when recording item and labor/expense usage in Call Activity Recording. The value of one of these settings is modified in this exercise.
1 Go to Call Management Control (11.1.24).
2 Verify that the Use Escalations field is set to No.
3 Click Next until the Call Recording/Invoicing frame displays. Enter 4000 in the Labor Svc Category field.
4 Click Next to save your change. Return to the menu by clicking Back twice.
Setting up Call Defaults
In this part of the exercise defaults are defined to be used when installation calls are created.
1 Go to Call Default Maintenance (11.1.21.10).
2 Enter the listed data in the specified fields; leave the default value in the remaining fields. Click Next to save your changes after the Service Group value and after Remarks.
 
Field
Value
Category
Call
Work Code
5000
Model
<blank>
Service Group
<blank>
Call Severity
A
Call Type
Service
Call Problem
EL/ME
Call Duration
003:00
Call Status
20
Call Next Status
30
Call Queue
Dispatch
Escalation
<blank>
Call Description
Emergency Work Call
Remarks
<blank>
3 Return to the menu.
Set Up an Exchange Return Status
In Call Activity Recording a return status is used to indicate that a credit should be given with the return of a part.
1 Go to Return Status Maintenance (11.21.17).
2 Enter the following values in the specified fields. If the status already exists, make the necessary field level modifications.
 
Field
Value
Status
EXCHANGE
Description
Exchange Item
Exchange
Yes
Good
No
Scrap
No
Pending
No
3 Click Next to save your changes, and then return to the menu by clicking Back.
Exercise 7: Create Price Lists
In this exercise you create several price lists for use in service activities.
• Contract for pricing out items on a contract
• Repair for pricing out charges on service calls including labor, items and expenses and well as standard costs for expenses
• Credit for items returned on RMAs
Contract Pricing
In this task you modify a price list that establishes the amount to be charged to cover a specific item master part on a contract.
1 Go to Service Pricing Maintenance (11.17.1) and enter:
 
Field
Value
Price List
SSM1
Item Number
01010
2 Press Enter.
The system automatically displays the item description and default unit of measure as defined in Item Master Maintenance.
3 Click Back.
4 Tab to the Type field.
Notice that its default value is the letter C, indicating that the price list you are about to create supports Contract pricing. To the right of the Type field is a label: (C/R/E).
5 For demonstration purposes, change the value from C to R (for Repair Pricing) and press Enter.
Notice that the description to the far right changed from Contract Pricing to Repair Pricing. If you leave this as R, the system treats this price list as one used for repairs in Call Activity Recording.
6 For now, we want to use C, go back to the Type field and change the letter R back to the letter C; then press Enter.
7 Continue to press Enter, accepting any defaults, until you are in the field labeled Min Qty.
8 In the first Min Qty field, key in 1, and press Tab. Set the price for one unit to be equal to the list price of $2,500.00.
To set up a price for contract coverage for two or more 01010, press Tab, enter 2 in the second Min Qty field, press Tab, and key in $2,400.00 in the Price field.
9 Click Next to save your work.
We have now established prices for contract coverage for a single unit and two or more units of item 01010.
10 Return to the menu by clicking Back.
Repair Pricing for Labor
In this task you create a price list that establishes the amount to be charged for the two kinds of labor you defined as service categories earlier. This price list will be used in Call Activity Recording (CAR) Activities in a later chapter.
1 Go to Service Pricing Maintenance (11.17.1) and enter the following:
 
Field
Value
Price List
SSM1
Type
R
Service Category
4000
Item Number
<blank>
Note: Entering R means that the price list you are about to create supports pricing in Call Activity Reporting.
2 Press Enter until you are in the Min Qty field.
3 Leave the default 0 for Min Qty, and press Tab.
4 In the Price field, key in 125.00, and press Enter.
Using zero for the minimum quantity allows the system to calculate prices for fractional quantities. For example, .5 hour would be charged at $62.50.
5 To set up a price for overtime labor, Tab to the Service Category field enter 5000.
6 Press Enter until your cursor is in the Min Qty field.
7 Leave the default 0 for quantity, press Tab.
8 Key in 200.00 in the Price field.
9 Click Next to save your changes.
10 Enter 6000 (Mileage) in the Service Category field and press Enter until your cursor is in the Min Qty field.
11 Leave 0 for quantity, Tab and specify a price of $0.45.
12 Click Next to save your changes. Return to the menu.
Repair Pricing for Items
In this task you create a price to be used when an item is issued as part of a service activity in Call Activity Recording (CAR) Activities in a later chapter. You will also specify an exchange price for this item to be supplied when a used one is returned for credit in CAR.
1 Go to Call Management Control (11.1.24).
2 Click Next until the Call Recording/Invoicing frame displays.
Notice the value in the Exchange UM field (EX). This unit of measure is required for credit prices.
If (EX) is not available in the pull down menu, create it by clicking edit, add(+), EX and description Exchange.
3 Return to the menu.
4 Go to Service Pricing Maintenance (11.17.1) and enter the following:
 
Field
Value
Price List
SSM1
Type
R
Item Number
60002
UM
EX
5 Press Enter until you are in the Min Qty field.
The unit of measure indicates to the system that the price is a credit to be used when this item is returned in CAR.
6 Key in the number 1 for Min Qty, and press Tab.
7 In the Price field, key in 30.00. Click Next to save your changes.
8 Leave 60002 in the Item field, but this time specify EA for the unit of measure. Press Enter until you are in the Min Qty field.
9 Key in the number 1 for Min Qty, and Tab.
10 Enter 150.00 in the Price field. Click Next to save your changes. Return to the menu by clicking Back.
Expense Cost
In this task you create a cost list to be used for an expense recorded as part of a service activity in Call Activity Recording (CAR) Activities in a later chapter.
1 Go to Service Pricing Maintenance (11.17.1) and enter the following:
 
Field
Value
Price List
SSM1
Type
E
Service Category
6000
2 Press Enter until you are in the Min Qty field.
3 Key in the number 1 for Min Qty, and 0.43 in the Price field. Click Next to save your changes. Return to the menu by clicking Back.
Credit Pricing
In this task you set up a price list to give credit for items returned on RMAs.
1 Go to Cust Schedule Price List Maintenance (1.10.3.1).
2 Enter the following data in the appropriate fields. Then click Next to save your entry.
 
Field
Value
Price List
RMA-CR
Currency
USD
Product Line
<blank>
Item Number
60002
UM
EA
Start Date
January 1st of current year
Expire Date
December 31st of next year
Amount Type
P
Min Qty
1
Price
$450.00
3 Click Next to save.
4 Return to the Price List field and create:
 
Field
Value
Price List
RMA-CR
Currency
USD
Product Line
<blank>
Item Number
60003
UM
EA
Start Date
January 1st of current year
Expire Date
December 31st of next year
Amount Type
P
Min Qty
1
Price
$450.00
5 Return to the menu.
Exercise 8: Create Additional Contract Charges
In this exercise you create two contract additional charges and then set up prices for them on a contract price list.
Create Contract Additional Charge Items
1 Go to Contract Additional Charges (11.5.7).
2 Leave the Service Type field blank and click Next.
Notice how the system automatically supplies a description indicating that this additional charge can be used on all contracts.
3 Enter the following data in the appropriate fields. Then click Next to save your changes.
 
Field
Value
Value
Item Number
FedEx
Refurbs
Description
Surcharge for Special Delivery
Discount for Refurbished Items
Amount
F
P
4 Return to the menu.
Specify Prices for Additional Charge Items
1 Go to Service Pricing Maintenance (11.17.1) and enter the following:
 
Field
Value
Price List
SSM1
Type
C
Item Number
FedEx
2 Key in FedEx in the Item Number field and click Next.
Notice the message at the bottom of the screen. This is an informational message indicating that this is an additional charge item of type F. These items can only be specified on a contract price list.
Notice that the Amount Type field has defaulted to P. Since FedEx Delivery was defined as a fixed additional charge item, P is the only amount type you can use. To test the system validation, enter M in the Amount Type field and click Next.
The following message should display:
ERROR: AMOUNT TYPE P MUST BE USED WITH ADDITIONAL CHARGE OF TYPE F. Please re-enter.
3 Press Enter to exit the error message. Type a P and then click Next.
4 In the Min Qty field enter 1, press Tab and specify 20.00 for the price.
5 Click Next to save your changes.
6 Press Tab until you are in the Item Number field.
7 Type Refurbs in the Item Number field and click Next.
8 The message indicates that this is an additional charge item of type P.
Notice that the Amount Type field has defaulted to M, since P is an invalid value for a percentage additional charge. Enter P in the Amount Type field and click Next to see the error generated by the system.
The following message should display:
ERROR: AMOUNT TYPE P CANNOT BE USED WITH ADDITIONAL CHARGE OF TYPE P. Please re-enter.
9 Close the error message. Enter D in the Amount Type field, and click Next. Notice how the Price label changes to Discount%.
10 Enter 1 in the Min Qty (Minimum Quantity) field, press Tab, and specify 5 for the discount percent. Then click Next to save your changes.
11 Return to the menu.