Call Activity Recording > Exercises
  PPT
Exercises
Exercise 20: Introduction to CAR
The following exercise familiarizes you with Call Activity Recording. As the lesson material has made you aware, CAR covers a broad range of functions. In this and the following activities, you visit CAR several times to explore different areas in more depth.
In this exercise, you are instructed to enter values in only some fields. For those fields that are not included in explicit instructions, you should leave whatever default the system provides, or leave blank if no default is supplied. Press Enter until you reach the next listed field.
Important: Prior to starting this exercise, review the Locations assigned to site 10-100 in Location Maintenance (1.1.18). Verify that the inventory status code assigned allows for Overissues (Y‑Y‑Y) modify the value as necessary.
Important: Prior to starting this exercise, go to SSM Accounting Control and make sure Invoice From Recording is set to No.
1 Go to Call Activity Recording (11.1.1.13) and verify the currency of the call is USD.
2 Enter the ID of the call created in Exercise 19: Standard QAD EE Engineer Scheduling as the Call ID and click Next twice.
3 You should be in the header frame of CAR. Enter the following values in the listed fields.
 
Field
Value
Price List
SSM1
Taxable
No
Comments
No
Detail
No
4 Click Next twice to save your changes and to display the Item Selection frame.
5 Select line number 1. Press Enter through the item information until you reach the Report field.
6 Press Enter in the blank Report field and the system automatically assigns the next report number. Record this number here.
Report: _____________________________________
7 In the Item Detail frame, make these changes if needed, then click Next to accept your changes.
 
Field
Value
Engineer
Accept Default
BOM Code
Clear this field if it is not blank
Routing
Clear this field if it is not blank
Coverage
No
Fault Codes
No
Update ISB
No
8 Click Next to accept the default WIP product line.
9 Enter the following data in the Labor/Expenses frame.
Note: Be aware of the action entries in the Comment column of the table.
 
Field
Value
Comment
Op
10
Press Enter to accept the default.
Std Op
<blank>
Press Enter to accept a blank Standard Operation code.
Work Code
Press Enter to accept default
Work Code has defaulted from the work Code attached to the Item Selection frame above. This represents the kind of service work being performed.
Svc Cat
Press Enter to accept default of 4000
The Service Category of 4000 has defaulted from the Labor Svc Category field of the Call Recording/Invoicing section of Call Management Control (11.1.24). This is the minimum setup required to make a service category default into CAR. We will be seeing more sophisticated combinations in later activities.
Quantity
1
This represents in hours the amount of the service category 4000 consumed for this operation.
Charge
Accept the default by pressing enter
This value is suggested by the system based on a number of factors. It represents who is responsible for the cost and whether it will be invoiced or not. We will be discussing Charge Codes in detail in a later exercise.
Det
No
Press Enter
Items
No
Press Enter
You have just recorded one hour of standard repair labor reported by the engineer. This is the simplest method of using CAR for recording labor consumption.
10 In this step, you will record overtime labor for the same repair call and review the detailed information.
 
Field
Value
Comment
Op
20
Press Enter to accept the Operation default of 20
Std Op
<blank>
Press Enter to accept a blank Standard Operation code.
Work Code
3001
 
SVC
5000
Override default value to 5000
Quantity
1
This represents in hours the amount of the service category 5000 consumed on this operation.
Charge
 
The default Charge Code is suggested by the system. Accept the default by pressing Enter.
Det
Yes
Setting Det to Yes tells the system that you want to review and possibly change the detail behind this line. Press Enter.
Items
No
Press Enter.
A frame labeled Labor/Expenses Detail for Op 20 should now be displaying on your screen with detailed information about this operation. In this lesson, you are not going to change any field values. To help you understand what is displayed, the following table highlights some of the key fields.
 
Field
Value
Engineer
The engineer that actually performed the labor.
Standard Cost
The standard cost from the default Work Center in the Call Recording/Invoicing section of Call Management Control.
Qty
Quantity of Service Category entered.
Price
From the Price List specified in the Call Header.
Covered Amount
The amount of the [Price times the Qty] that is covered under warranty or contract terms and conditions.
Extended Price
The Price times the Quantity recorded minus the covered amount.
Each time you select Det = Yes, you will receive this frame to review the behind the scenes detail.
11 Click Next to accept the defaults.
Now, you will record an expense transaction and review the details.
 
Field
Value
Comment
Op
30
Press Enter to accept the Operation default of 30.
Std. Op
<blank>
Press Enter to accept a blank Standard Operation.
Work Code
 
Press Enter to accept the default Work Code.
Svc Cat
6000
Replace default value with Mileage.
Quantity
10
This represents the number of units of the service category Mileage consumed at this operation.
Charge
 
Accept the default by pressing Enter.
Det
Yes
Set Det to Yes to review the detail; press Enter.
Items
No
Press Enter.
The detail for an expense transaction is similar to a labor transaction. Note how the cost for mileage (.43) defaults from price list SSM1 as well as the price (.45).
12 Click Next to return to the Op field. Click Back to exit the Labor/Expenses frame.
The Item Usage frame should now display. This is where you record the parts used to service the item shown in the Item Selection frame.
 
Field
Value
Comment
Op
Press Enter to accept the default of 10.
Item usage can be recorded by operation needed. Alternately, all usage can simply be recorded against the first operation
Item Number
60002
Actual component item consumed during the repair. Must be an Item Master item. Press Enter.
Work Code
 
Press Enter to accept the default Work Code.
Qty Used
1
Indicates how many of the component item were used.
Qty. Ret
Accept the default of 0.
CAR enables you to record items removed.
Charge
Accept the default by pressing Enter.
Just as with Labor/Expenses, Charge Codes are suggested by the system.
Det
Yes
Like Labor/Expenses, setting this to Yes causes a detail frame to appear.
Since Det (Detail) is Yes, the Item Usage Detail frame should now display. This, too, has a large amount of detail information. The Site and Location fields in this frame are important because inventory is issued from them.
13 Verify that the site is 10-100 and the location is set to 020. Set Lot/Serial to 100. Click Next to accept the remaining default information.
14 Click Back to the Item Selection frame.
15 Click Back, and you should receive the message: Display Inventory about to be processed? Press Enter to accept default Yes.
16 A confirmation frame should display all the items that are going to be issued from inventory. If it is correct, you can proceed by accepting the default Yes. Press Enter.
The Output Device frame gives you the opportunity to produce a printed copy of the report generated as part of inventory processing. This report displays informational messages about all the transactions that occur, including labor and expenses, items issued, and updates to the installed base. It also displays any errors encountered.
17 Set Output value to Page and press Enter.
18 After reviewing the output displayed in a separate output window, click End to dismiss the report.
Congratulations. You have now recorded labor and items used in responding to a service call.
19 You should now be in the Call Line Status frame. Use next/previous processing to display line 1. If all processing was successful, the status of the call line will automatically be set to CLOSED. Each call line has its own status.
Note: If the Invoice Generation field is present, make sure it is not ticked.
20 Click Back.
You are now in the Call Status frame.
The Call Status frame shows the call status and, if activated, the invoice generation field. (In this exercise, the invoice generation field is not present.)
21 Click Next to complete the CAR processing sequence. Return to the menu.
Exercise 21: Closer Look at Details in CAR
The following exercise continues to familiarize you with Call Activity Recording (CAR). We will turn on all of the available frames in CAR so you can see the full suite of capabilities. As with other activities, please accept default values unless told otherwise.
We do not list in the exercise every field on the frame, so after changing a listed field, press Enter or click Next until you reach the next listed field.
1 Go to Call Management Control (11.1.24), enter/verify the listed data.
 
Field
Value
Fault Codes
Yes
Coverage Window
Yes
Close on Recording
Yes
2 Go to SSM Accounting Control (36.9.10), click Next 3 times and set Invoice From Recording to YES.
3 Go to Call Activity Recording (11.1.1.13). Enter the ID of the call created in Exercise 20 and click Next twice.
Note: You may have to change the status of the call to 40 in order to proceed
4 The cursor should be at the Price List field; tab to Detail field and set it to Yes.
Click Next twice.
The Item Selection frame should now display.
5 Add a second line for part number 01010, serial number SER5. Press Enter until you reach the Report field. Press Enter again and the system assigns the next report number.
6 In the Item Detail fame, review the values in the following fields. Then click Next.
 
Field
Value
BOM Code
Clear this field if it is not blank.
Routing
Clear this field if it is not blank.
Coverage
Yes. Did this default to Yes? Do you know why?
Fault Codes
Yes. Did this default to Yes. Do you know why?
Update ISB
Yes.
The Installed Base Detail frame should now display. Do you know why this frame has appeared?
Earlier you set Update ISB to Yes, indicating that this item should be added to the installed base. The frame that is presented is similar to the one that appears in sales orders when SO Edit ISB Defaults is set to Yes (refer to Exercise 3: Update the Installed Base from a Sales Order).
The item being added to the installed base is the item reported on the call.
Since the call item 01010 does not have a default warranty code associated with it, you are given the opportunity to assign one when you add the item to the installed base.
7 Enter 90-S in the Warranty Code field and enter in the correct Warrant End Date.
8 Select Yes to the message prompt Override Service Type with Warranty Type.
9 Click Next to accept the default WIP Product Line frame.
The Coverage frame now appears because the Coverage field is set to Yes in the Item Selection Detail frame. This frame shows many pieces of information related to the item being serviced.
10 To dismiss the coverage window click Next. The Fault Codes frame should display. Fault codes are optional user-defined generalized codes. Exit the Fault Codes frame by clicking Back.
11 The Labor/Expenses frame now displays for recording labor/expense usage. Enter the following data.
 
Field
Value
Comment
Op
10
Press Enter to accept the default.
Std. Op
<blank>
Press Enter to accept a blank Standard Operation code.
Work Code
 
Press Enter to accept the default Work Code.
Svc Cat
 
Press Enter to accept the default of 4000.
Quantity
1
This represents in hours the amount of the service category 4000 consumed for this operation.
Charge
Accept the default.
WARRANTY indicates that the service is covered under warranty terms.
Det
Yes
Press Enter. In this exercise, Detail has defaulted to Yes. Do you remember why? It is because the Detail field was set to Yes on the header frame, this causes each usage line to default to Yes.
Items
No
Click Next to review detail.
Notice that the detail frame has appeared again. Click Next to return to the Labor/Expenses frame. Continue on to the Item Usage frame.
12 The Item Usage frame should now display. This is where you record the parts used to service the item shown in the Item Selection frame.
 
Field
Value
Comment
Op
Press Enter to accept the default of 10.
Item usage can be recorded by operation, if needed. Alternately, all usage can simply be recorded against the first operation.
Item Number
60003
Actual component item consumed during the repair. Must be an Item Master item.
Work Code
 
Press Enter to accept the default Work Code.
Qty. Used
1
Indicates how many of the component items were used.
Qty. Ret
Accept the default of 0.
CAR enables you to record items removed.
Charge
Accept the default by pressing Enter.
Just as with Labor/Expenses, Charge Codes are suggested by the system.
Det
Yes
Like Labor/Expenses, this defaults to Yes because you set the Detail field to Yes in the CAR header. Click Next to display the Item Usage Detail frame.
13 The Item Usage Detail frame displays. Verify that the site is 10-100, the location is 020, and Lot set to 200.
14 Click Next to return to the Item Usage frame.
15 Click Back until the Item Selection frame is displayed.
16 Click Back and you should receive the message: Display Inventory about to be processed? Press Enter to accept the default Yes.
A confirmation frame should display all the items that are going to be issued from inventory.
17 If it is correct, you can proceed by accepting the default Yes. Press Enter.
18 Set output value to Page and click Next. Review the output for any errors.
19 Click Back to the Call Line Status frame.
If all processing was successful, the status of the call line 2 is automatically set to Closed (or Complete - depending on Default Call Status setup). Each call line has its own status.
The Call Status frame shows the call status. In this exercise, the invoice generation field displays on the screen. Do you remember why? (Hint: Think back to SSM Accounting Control.)
20 Click Next to generate the invoice; return to the menu.
Exercise 22: Generating BOMs/Routings in CAR
In this exercise, you see how service BOMs and Routings are applied in Call Activity Recording. To integrate these concepts with those touched upon in earlier chapters, this exercise combines a number of features we have touched upon but not actually tried.
The exercise follows these steps:
• Create an installation BOM for the 01010
• Create a standard operation
• Use the standard operation in an installation routing for 01010
• Define the 01010 to require an install call and specify the new BOM and Routing in Service Item Maintenance
• Set up call defaults for the install work code
• Create an install call for a 01010 in Call Maintenance
• Access the call in Call Activity Recording and review how the operations and items are loaded in CAR
• Review the impact of recording activity against contract limits
Create an Installation BOM
For purposes of this exercise, we assume that the same items that required for PM are needed for an installation call.
1 Go to Service Structure Copy (11.19.9).
2 Enter UI-1002 for the Source Structure and IN-1002 for the Destination Structure.
3 Click Next twice to create the new structure. Press Enter to Go to Yes when the confirmation message displays.
4 After reviewing the contents of the new BOM, return to the menu.
Create a Standard Operation
Before creating an installation routing, we create a standard operation to be used for installations.
1 Go to Service Std Operation Maint (11.19.21).
2 Enter the listed data in the specified fields; leave the default value in the remaining fields. Then click Next to save your changes
 
Field
Value
Standard Operation
SETUP
Description
Setup Install On Site
Work Center
1000
Run Time
0.5
Service Category
4000
 
Field
Value
Standard Operation
INSTALL
Description
Install Product On Site
Work Center
1000
Run Time
2.0
Service Category
4000
 
Field
Value
Standard Operation
CLEANUP
Description
Clean Up On Site
Work Center
1000
Run Time
0.5
Service Category
4000
3 Return to the menu.
Create an Installation Routing
1 Go to Service Routing Maintenance (11.19.17).
Enter the listed data in the specified fields; accept all other defaults. Notice how the other fields fill in after a standard operation is specified. Remember to click Next to save your changes.
 
Field
Value
Value
Value
Routing Code
IN-1002
IN-1002
IN-1002
Operation
10
20
30
Standard Operation
SETUP
INSTALL
CLEANUP
Service Category
4000
4000
4000
2 Return to the menu.
3 Go to Service Routing Inquiry (11.19.18), from your menu. Enter IN-1002 in the Routing Code field.
4 Click Next twice to generate a report to the terminal. After reviewing the routing you have created, return to the menu.
Update Service Attributes
In this part of the exercise, you set up the 01010 to require an installation call and associate the BOM and Routing codes you just created with it.
1 Go to Service Item Maintenance (11.3.7).
2 When the maintenance screen displays, enter 01010 in the Item Number field, and click Next.
3 Review the Item Service Data and set Installation Call to Yes for the 01010. Click Next to access the Service Structure Data frame.
4 Key in IN-1002 in the Installation BOM and Installation Routing fields. Click Next to save your changes; return to the menu.
Update Control Defaults
To make creating a call easier, change a few defaults in Call Management Control.
1 Go to Call Management Control (11.1.24) and enter the listed data.
 
Field
Value
Schedule New Calls
No
Fault Codes
No
Coverage Window
No
2 Go to SSM Accounting Control (36.9.10) and update Invoice From Recording to No.
Create an Install Call
Normally, installation calls are created automatically during invoice post of sales orders for items requiring an installation. To simplify the process, manually create a call in Call Maintenance using the install work code. As part of this exercise, review some of the features of Call Maintenance discussed in topic.
1 Go to Call Maintenance (11.1.1.1). When the maintenance screen displays, enter the following data in the listed fields and click Next.
 
Field
Value
Call ID
<blank>
Serial
<blank>
The serial number you entered was used earlier when you created a contract in Exercise 10: Using Service Types. The system displays a pop-up listing the contract information.
2 Select the contract by pressing Enter. The End User and Item numbers are filled in automatically. Write down the contract number here for reference and click Next.
Contract Number: _____________________________________
3 Respond with No when you are prompted to display other calls for this end user. Click Next to get to Call Default pop-up.
4 When the Call Defaults pop-up displays, change the default work code 3001 to 1000; then click Next.
5 Notice that the new call has been created with the call defaults you set up previously. Write down the Call ID here.
Call ID: _____________________________________
Most of the fields of the call header, except for Assigned, have default values.
6 Enter 10-ENG01 in this field; an engineer must be assigned to do Call Activity Recording.
7 Click Next to display the Travel and Estimated Time pop-up.
Three hours, the default you set up in Call Default Maintenance, displays as the default estimated time.
8 Click Next to display the Item Service Structure Detail pop-up.
The installation BOM and Routing you associated with the item in Service Item Maintenance should display.
9 Complete the call and return to the menu.
Access the Call in Call Activity Recording
Now you are ready to see how the BOM and Routing are exploded in Call Activity Recording.
1 Go to Call Activity Recording (11.1.1.13). In the Call ID field, enter the ID of the installation call from the previous task. Click Next to get through the header frames.
2 Press Enter through the call line fields to reach the Report field. Press Enter again on the blank Report field and the system will supply a new report number.
Notice the location associated with the engineer to be used for issuing inventory. The installation BOM and Routing displayed will be exploded as part of CAR processing.
3 Set Coverage to Yes to review the contract coverage for this call.
4 Click Next to display the Installed Base Detail frame. Clear the Warranty Code field and click Next.
5 Accept the default WIP product line. The Coverage Information frame displays.
6 Click Yes to any Override prompt.
You will notice a slight delay as processing occurs. At this point, CAR is exploding the BOM and routing attached to the call line and generating item and labor/expense usage records automatically, so you do not have to do it manually. In a moment the Labor/Expense Detail frame will display. The system displays the next operation to be created. This is 40, since the install routing already had routing steps 10, 20, and 30.
7 Verify that the Charge Code is set to Contract for each operation.
Use Next/Previous to scroll through the usage records to see the three operations. Stop at Op 10. Notice how the Items field is set to Yes. The items on the installation BOM have been loaded as item usage for the first operation. Ensure the Charge Code is set to Contract for each Operation and that each Operation has a value in the Covered amount field (found by ticking Det and then reviewing the specific information associated with the Operation).
8 If there is no amount in the covered field, key in a value of $20.00.
Imagine that during this call, the engineer had very little cleanup to do. As a result, it took 1 hour to complete rather than 3 hours. To make the necessary modification:
9 Enter 30 in the OP field and click Next.
10 Go to the Quantity field and update the value to 1. Save the change.
11 Continue on until the Item Usage frame is displayed.
12 Press Enter to access the Item Number field. Use Next/Previous to display the item usage records.
There should be three of them corresponding to the items specified on the installation BOM: 99040, 99020, and 99010. Verify that the Charge Code is set to Contract for each item.
13 Click Back to display the Item Selection frame. Click Back again and you should receive the following question.
Display inventory about to be processed.
Accept the default Yes.
14 A confirmation frame should display all the items that are going to be issued from inventory. If it is correct, you can proceed by accepting the default Yes.
15 Set output value to Page, click Next and review the output for any errors.
16 Click Back and you should now be in the Call Line Status frame. If all processing was successful, the status of the call line is automatically set to Closed (50).
Note: If you receive a message that the call line can’t be set to Complete, review the status of the report. If the Status field has a status of H (Hold) then it can’t be completed/invoiced. If this is the case, set the Status field to I (Invoiceable) and re-process.
17 Click Back and you are at the Call Status frame which is now Closed; click Next to complete processing. Return to the menu.
Instead of Complete was the status set to Closed automatically? If so, do you know why? (Hint: Check Call Management Control)
Review Contract Limit Consumption
When activity is recorded for an item on a contract, the system keeps track of the consumption of amounts related to the contract limits. In this task, review the effect of the activity you just recorded.
1 Go to Limits Consumption Report (11.5.13.21.5).
2 Enter the contract number you recorded on earlier in this exercise. Generate a report to Page.
3 The first screen displays header limits. You can tell this because no line level information is filled in at the top. In this display, the Used/Unposted and Consumed columns are all zero.
4 Click Next to continue. Notice the information at the top that relates these limits to the item 01010 with an end user of 10C1006A. In this display, look carefully at the amounts in the Used/Unposted column. This amount of activity was recorded during your previous session in CAR.
5 Continue to display limits for line 2 on the contract; then return to the menu.
Exercise 23: Returning Items in CAR
The following exercise is intended to familiarize you with the item return capability provided with Call Activity Recording. This capability supports exchanges/returns performed as part of the repair activity.
Prior to beginning this exercise, we must first verify that the correct values have been set up in Default Site Maintenance. This program provides the appropriate site/location values for inventory returned by a customer, depending upon the disposition of the returned inventory; for example, if it can be repaired, or must be scrapped.
1 Go to Default Site Maintenance (11.21.13).
Enter the following values in the specified fields:
 
Field
Value
Product Line
<blank>
Service Group
<blank>
Work Code
<blank>
Item Number
<blank>
Area
<blank>
Return Site
10-100
Return Location
150
Spares Site
10-100
Spares Location
160
Scrap Site
10-100
Scrap Location
170
Repair Site
10-100
Repair Location
180
Mark Item as Repairable
Typically, items are returned rather than just being thrown away, because they can be refurbished. CAR supports this by defaulting a return quantity when a repairable item is returned.
1 Go to Service Item Maintenance (11.3.7).
2 Enter the following values in the specified fields.
 
Field
Value
Item Number
60002
System Type
O (for Other)
Repairable
Yes
3 Save your changes; return to the menu.
Return Item in CAR
In this task, return an item for credit, using the price list and return status set up in the previous tasks.
1 Go to Call Activity Recording (11.1.1.13).
2 Enter the ID of the call created in Exercise 22.
If the call has a status of Closed reset both the line and then the call status to Open so that you can edit the call. At the header level, ensure that the price list is set to SSM1 in the Price ID field.
3 Click Next until you reach the Item Selection frame.
4 In the Item Selection frame answer Yes to the warning message about an invoice having been generated to reach the Report field.
5 Clear the Report field; then press Enter for the next report number.
6 Go to the Labor/Expense frame and then proceed to the Item Usage frame. In the Item Usage frame, enter the following data in the appropriate fields.
 
Field
Value
Comment
Op
10
Accept default
Item Number
60002
Notice the repairable warning message at the bottom of the screen.
Work Code
Accept default
 
Oty Used
1
 
Qty Ret
1
Enter 1 if it does not default to 1
Charge
Accept default
Enter Contract if it is blank.
Det
Yes
 
7 Click Next to display the Item Usage Detail frame.
8 Click Next again to display the Returned Items Detail frame.
Notice that the status has defaulted to Return. Do you remember where this status came from? If not, review the field help. Notice also that the location listed is RETURN and that the Exchange Price is zero.
9 Change the Status to EXCHANGE, and press Enter.
Notice that the location changed. Do you know why?
Notice that the exchange price of $30.00 has defaulted into the Exchange Price field. The system has found the exchange price that you set up in Exercise 7: Create Price Lists. You can override the price, if needed.
For now, leave the price as is, and return to the Op field in the Item Selection frame.
10 Click Back twice so you receive the question.
11 Display inventory about to be processed. Accept the default Yes.
On the inventory confirmation screen, notice the issue and the return transactions. Issues are indicated by the Fr (from) and returns by the To. Accept the displayed information.
12 Set the output device to Page; review the output to verify successful completion of the transactions.
13 In the last frame, verify that the Generate Invoice field is not ticked - we will invoice this call in the next exercise.