• Service/Support Management Change Summary
•  Introduction to SSM
  • What Is Unique About Service?
  • Service: The Competitive Advantage
  •  Basic Service Business Concepts
    • Installed Base
    • Level of Service
    • Limits of Service
    • Contractual Obligations for Service
    • Pricing for Service
    • Billing for Service Contracts
    • Call Management
    • Call Activity Recording and Call Invoicing
    • Service Quotes
    • Queue and Escalation Management
    • Engineer Scheduling
    • Service Inventory
    • Installation Service
    • Preventive Maintenance
    • Returns and Repairs (Refurbishment)
    • Service Requests
  •  Organization of the SSM Module
    • Setup
    • Warranties and Contracts
    • Call Tracking
    • Managing Service Activity
    • General Service Workflow
    • Interactions with Other Modules
•  Installed Base
  • Understanding Basic Terms
  •  Business Considerations
    • Should You Track an Installed Base?
    • What ISB Details Are Required?
    • How Large an ISB Do You Plan to Have?
    • How Should the ISB Affect Service Policy?
  •  End Users
    • End User Setup
    • Creating End Users Indirectly
    • End User Schedules
    • Deleting End User Records
  •  Implementing the Installed Base
    • Restricting Support to the Installed Base
    • Restricting the Installed Base to Inventory Items
    • Tracking Manual ISB Updates
    • Including Product Structures in the Installed Base
    • Setting ISB Unit Quantity
    • Using the System Level Setting
    • Setting a Default Value for Creating ISB Records
    • Classifying ISB Records
  •  Service Item Maintenance
    • Item Engineering Data Frame
    • Item Service Data Frame
    • Service Structure Data Frame
  • Service Item by Site Maintenance
  •  Creating Installed Base Records
    • Installed Base Item Maintenance
    • Installed Configuration Maintenance
    • Creating ISB Records During Invoice Post
    • Creating ISB Records from Calls
  •  Installed Base Utilities
    • Creating Field Notifications
    • Moving Items in the Installed Base
    • Generating a Service Marketing Letter
  • ISB Item Tracking History Report
•  Service Setup
  •  Overview
    • Charge Codes
    • Service Limits
    • Product Lines
    • Return Statuses and Default Sites
    • User Preferences
    • Recording Service Engineer Activity
  •  Work Codes
    • Default Work Codes
    • Applying Work Codes
    • Work Code Maintenance
  •  Invoice Sort Codes
    • Applying Invoice Sort Codes
    • Invoice Sort Maintenance
    • Example in Call Invoice Recording
  •  Service Categories
    • Applying Service Categories
    • Service Category Maintenance
  •  Default Sites and Locations
    • Default Site Maintenance
  •  Return Status
    • Standard Returns
    • Exchange Returns
    • Pending Returns
    • Good and Scrap
    • Default Statuses
    • Return Status Maintenance
  •  Charge and Revenue Management
    • Charge Codes
    • Charge Product Lines
    • Revenue Product Lines
    • Search Order for Product Line
    • Default Charge Codes
  • User Preferences
  • Generalized Codes for Service
•  Multiple Time Zones
  •  Business Considerations
    • Sample Scenario
    • MTZ Features
  • Overview of MTZ
  •  Activating MTZ
    • Activating MTZ in a New Database
    • Activating MTZ in an Existing Database
  •  MTZ Functions
    • Multiple Time Zones Startup Utility
    • End User Time Zone Change Utility
    • Multiple Time Zones Maintenance
  •  Effects of MTZ
    • Customers and End Users
    • Time Zones and Call Management
    • Time Zones and the Installed Base
    • Time Zones and Service Contracts
    • Time Zones and Engineer Scheduling
    • User Preferences
    • Other Service Functions
  •  MTZ Reference
    • Date/Time Fields
    • Converting Times
•  Contract and Warranty Types
  •  Overview of Service Types
    • Default Service Types
    • Service Attributes
    • Product Lines and Service Types
    • Automatic Pricing
    • Hours of Coverage
  •  Levels and Limits of Service
    • Limit Usage Restrictions
    • Understanding Codes for Limits
    • Service Levels by Invoice Sort
    • Service Levels by Work Code and Service Category
    • Defining Service Levels with Effective Dates
    • Defining Service Levels with a Total Service Limit
    • Defining Percent of Coverage
    • Defining Limit Detail
    • Limits at Multiple Levels
    • No Coverage or Zero Percent Coverage
  •  Contract Type Maintenance
    • Header Frame
    • Service Coverage Frame
    • Coverage Limits Frame
    • Limit Detail Frame
  •  Warranty Types
    • What Is a Warranty?
    • Setting Up Warranties in the Installed Base
    • Tailoring Warranties by Type of User
    • Warranty Coverage Levels
    • Deleting Warranties
    • Warranty Effects
    • Warranty Type Maintenance
•  Automatic Pricing
  •  Other Pricing
    • SO/SQ/RMA Issues Pricing Menu
    • PO/Sched/RMA Receipt Pricing Menu
  •  Service Price Lists
    • Implementation Issues
    • Common Attributes of Price Lists
  •  Contract Price Lists
    • Amount Type
    • Prices for Additional Charges
  •  Repair Price Lists
    • Pricing for Repair Items
    • Labor/Expense Pricing for CAR
  • Expense Cost Lists
  • Field Validations
  • Service Pricing Maintenance
  • Service Price List Copy
•  Taxes in SSM
  • Introduction
  • End-User Tax Detail
  •  Taxes for Call Activity
    • Where Are Taxes Edited?
    • Tax Defaults for Labor and Expenses
    • Tax Usages for Services in Legal Documents
    • Taxes for Fixed Price Services
    • Determining GTM Tax Defaults
  •  Generating and Reviewing Call Invoices
    • Reviewing and Editing Taxes
    • Printing Call Invoices
•  Service Contracts
  •  Introduction to Contracts
    • Contract Design
    • Contract Workflow
  •  Coverage Limits and Contracts
    • Contract Limits Field
    • Copying Limits
    • Copying Effective Dates into Contracts
    • Limits at Multiple Levels
    • Changing Limits
    • Renewal and Contract Limits
    • Consumption of Limits
    • Viewing Contract Consumption History
  •  Contract Pricing
    • Contract Line Pricing
    • Contract Additional Charge Pricing
    • Contract Currency
    • Contracts and Customer Credit
  • Contract Additional Charges
  •  Blanket Coverage
    • Types of Blanket Coverage
    • Pricing for Blanket Contracts
  •  Overlapping Coverage
    • Overlapping Coverage in Calls
    • Managing Overlapping Contracts and Warranties
  • Contract Start and End Dates
  •  Contract Line Items
    • Automatically Generating Contract Lines
    • Changing Contract Line Items
    • Deleting Contract Line Items
  • Contracts for End Users with Items
  • Contracts for Items with End Users
  • Copying Contracts
  •  Renewing Contracts
    • Renew Single Contract
    • Renewing Contracts Automatically
    • Contract Delete/Archive
  • Contract Quotes
•  Contract Billing
  •  Managing Contract Billing
    • Billing Cycles
    • Period Based Billing
    • Prorating Partial Periods
    • Billing in Arrears
    • Billing Customers or End Users
    • Summarized or Detail Billing
    • Service Sales Order Prefix
  •  Managing Deferred and Accrued Revenue
    • Revenue Accounts
    • Recognizing Revenue
    • Viewing Deferred/Accrued Revenue Records
    • Deleting Revenue Records
  • Releasing Contract Invoices
  • Reprinting an Invoice
  •  Correcting a Billing
    • Correcting an Unposted Invoice
    • Correcting a Posted Invoice
  •  Reviewing Contract Financial Data
    • Contract Cash Flow
    • Contract Deferred Income Report
•  PM Scheduling
  • Business Background
  •  Setting Up PM Scheduling
    • End-User Schedules
    • Scheduling Visits for a Line Item
    • Changing an Existing Contract
  • Scheduling Dates
  •  Creating PM Calls
    • Control Setup
    • Using BOM Type
    • PM Call Default Values
    • Using the Call Generator
    • Scheduling Subsequent PM Calls
•  Call Management
  •  What Is Call Management?
    • Setup for Calls
    • Methods of Creating Calls
    • Call Management
  •  Setting Up Calls
    • Setting Up Call Status Codes
    • Call Types
    • Call Queues
    • Setting Up Call Defaults
    • Call Default Precedence
    • Control Settings
  •  Creating and Updating Calls
    • Call Entry Overview
    • Call Life Cycles
    • Updating Call Records
    • Active Call History
    • Call Currency
    • Credit Standing and Calls
    • Call Management and Multiple Time Zones
    • Determining Call Coverage
  •  Using Call Maintenance
    • User Selection Frame
    • Installed Base Move Frame
    • End User Selection Frame
    • End User Frame
    • Calls for End User Pop-Up
    • Call Defaults Pop-Up
    • Call Info Frame
    • Multiple Skills Frame
    • Travel and Estimated Time Frame
    • Override Scheduling Options
    • Availability Frame
    • Call Engineer Schedule Maintenance Frame
    • Item Service Structure Detail Frame
    • Call Update Frame
    • Engineer Paging Frame
    • Call Item Frame
    • Coverage Information Frame
    • Fault Codes Pop-Up
    • Call Print
  •  Monitoring Calls in Call Queue Manager
    • Display Order
    • Maximizing Display Area
    • Editing Calls
  •  Generating Groups of Calls
    • Generating PM Calls
    • Generating Installed Base Calls
  •  Managing Call Status Changes
    • Completing a Call
    • Closing a Call
    • Canceling a Call
    • Placing a Call on Hold
  • Creating a Parts List
  • Maintaining Depot Orders
•  Using Pending Calls
  •  Introduction to Pending Calls
    • Pending Call Programs
  •  Overview of Pending Calls
    • Pending Call Status
    • Scope of Pending Calls
    • Design of Pending Call Maintenance Frames
    • Using Preconfigured Frames
  •  Planning a Pending Call System
    • Modeling Your Business Requirements
    • Using Call Defaulting Logic Effectively
  •  Creating a Pending Call System
    • Load System Data
    • Update Field Data
    • Create Profiles
    • Link Frames for Display
    • Assign Default Profiles to Users and Roles
  •  Creating a Pending Call
    • Processing in Pending Call Maintenance
    • Sample Pending Call
  •  Transferring Pending Calls
    • Transferring Calls One At a Time
    • Transferring Calls in Batch
  • Viewing Pending Call Data
  • Removing Obsolete Pending Call Records
•  Call Quotes
  • Overview of Call Quotes
  • Call Quote Life Cycle
  • Calculating Quote Amounts
  • Using BOMs and Routings
  • Allocations and Requirements
  • Creating a Call from a Quote
  • Printing Quotes
  • Expired Quotes
  •  Call Quote Maintenance
    • Contracts Pop-Up
    • Quote Defaults Pop-Up
    • Quote Header Frame
    • Item Selection Frame
•  Call Activity Recording
  •  Introduction to CAR
    • CAR in the Call Life Cycle
    • How Is CAR Used?
    • Specifying Currency
    • Tracking Purchase Orders
    • Displaying Call Items in CAR
    • Multiple Time Zones in CAR
  •  Generating Usage Records Automatically
    • Using BOMs and Routings in Calls
    • Connecting MOs to a Call
    • Using MOs or BOMs to Load CAR Item Usage
  •  Fixed Pricing in CAR
    • Requirements
    • Multiple Reports
    • Taxes for Fixed Price Services
  •  Calculating Coverage in CAR
    • What Is the Source of Coverage?
    • Calculating an Initial Charge Code
    • Calculating a Charge Code for Items
    • Recalculating Charge Codes
    • Changing Charge Codes
    • Charge Codes and Product Lines
    • Consumption of Limits in CAR
    • Line and Header Limits
  •  Inventory Processing in CAR
    • Determining Site and Location Defaults
    • Processing Inventory
    • Shipping Documents
    • Allocations and Requirements
    • Issuing Inventory from Multiple Sites
  •  Using Multiple Reports
    • Report Statuses
    • Multiple Reports and Generated BOMs
    • Correcting Report Errors
  •  Call and Call Line Statuses in CAR
    • Complete or Closed?
    • Call Line Status
    • Call Status
    • Status Errors
    • Deleting Call Lines
  •  Generating an Invoice
    • Correcting an Invoice
    • Modifying Lines in CAR with Generated Invoices
    • Invoicing by Report
    • Posting an Invoice
  •  Project Codes in CAR
    • Project Code Handling
  •  Returns and Exchanges in CAR
    • MO Returns
    • Exchanges
    • Swaps
    • Miscellaneous Returns
    • Ambiguities in Return Processing
  •  Updating the Installed Base in CAR
    • Call Line Item
    • Repair Items Issued
    • Returned Items
  •  Call Activity Recording
    • Call Activity Recording Header
    • Exchange Rate Pop-Up
    • Item Selection Frame
    • Item Detail Frame
    • Close Visit Pop-Up
    • Installed Base Detail Frame
    • WIP Product Line Pop-Up
    • Coverage Information Frame
    • Fault Codes Frame
    • Material Order Selection Frame
    • Labor/Expenses Frame
    • Labor/Expenses Detail Frame
    • Item Usage Frame
    • Item Usage Detail Frame
    • Multi-Item Issue Frame
    • Returned Items Detail Frame
    • Multi-Item Return Detail Frame
    • Confirmation Frame
    • Output Device Frame
    • Call Line Status Frame
    • Item Dates
    • Call Status Frame
  •  Call Activity Recording in Depot Orders
    • Call Labor Recording for Depot Orders
    • Call Parts Recording
•  Call Invoice Recording
  •  Overview
    • Generating Invoices
    • Managing Invoice Detail
    • Modifications in CIR
    • Coordinating CAR and CIR
    • Closing Calls
  •  Understanding CIR Summaries
    • Invoice Sorts Setup
    • Charge Summary
    • Billing Summary
    • Total Summary Bar
  • Fixed Pricing in CIR
  •  Call Invoice Recording
    • Header Frame
    • Summary Frame
    • Call Line Detail Frames
  •  Detailed Accounting in CIR
    • Service Accounts
    • CAR Reports and Work Orders
    • Product Lines in CAR
•  Call Escalation
  •  Using Escalations
    • Enabling Escalations
    • Sample Escalation
    • Escalation Worksheet
    • Default Escalations
    • Effect of Escalations
  • Escalation Maintenance
  •  Escalation Monitor
    • Escalation Pause Interval
    • Use Calendar Days in Escalation
•  Engineers and Scheduling
  •  Service Engineers
    • Engineers and Multiple Time Zones
    • Engineer Site and Location
    • Setting Up Availability Status Codes
    • Engineer Maintenance
    • Engineer Skills Maintenance
    • Assigning Engineers to End Users
  •  Engineer Scheduling Setup
    • Defining Engineer Absences
    • Defining a Master Schedule
    • Engineer Detail Schedules
    • On-Call Scheduling
  •  Defining Scheduling Rules
    • Engineer Point Calculation
    • Viewing Engineer Availability by Hour or Call
    • Calculating Availability for Holidays
  •  Engineer Transactions
    • Engineer Assignment Maintenance
    • Rebuild Engineer Schedules
  • Scheduling Example
  •  Scheduling Reports
    • Engineer Diary
    • Engineer Calendar
    • Engineer Availability Inquiry
    • Engineer Utilization Operational Metric
•  Area Maintenance
  •  Overview
    • Area Site/Location
    • Area Holidays
  •  Area Functions
    • Area Maintenance
    • Area Structure Maintenance
    • Area Holiday Maintenance
•  Service Requests
  • Business Considerations
  • Linking Service Requests to Calls
  •  Service Request Setup
    • SR Status Codes
    • SR Queues
  • Service Request Maintenance
  • Service Request Queue Manager
  • Service Request Delete/Archive
•  Material Orders
  • Business Considerations
  •  Material Order Life Cycle
    • MOs for EMT Items
    • MOs and Intrastat
  •  Creating Material Orders
    • Specifying the Type of MO
    • MO With Call
    • MO Without a Call
    • Expensed MOs
    • Summary of MO Types
    • Credit Implications of MOs
  •  Material Order Maintenance
    • Material Order Header
    • Lower Frame
    • Allocations Pop-Up
    • Autocreation of MO Lines
    • Line-Item Entry
    • Lower Line Detail Frame
    • Detail Allocation Pop-Up
  • Material Order ATP Inquiry
  •  Shipping Material Orders
    • Confirming Material Orders
    • Allocating Material Orders
    • Material Order Shipments
    • Material Order Reports
  •  Loading MO Lines into CAR
    • Material Order Selection Frame
    • Item Usage Record
  •  Returning Items on MOs
    • Return Setup
    • MO Returns in CAR
    • MO Direct/Pending Returns
    • Pending Return Report
•  Service Structures and Routings
  • Overview
  •  BOMs/Routings in Service Environments
    • Special Characteristics of Service BOMs/Routings
    • Relationship of Service and Non-Service Codes
    • Attaching BOMs/Routings to Service Items
    • Using Service BOMs and Routings
  • Service BOM Code Maintenance
  • Service Structure Maintenance
  • Service Routing Maintenance
  • Service Work Center Maintenance
  • Service Standard Operation Maintenance
  • Copying Service Structures and Routings
•  Depot Orders
  •  Overview
    • Depot Order Collection
    • System Security
    • Depot Order Process Flow
  • Recording Service Calls
  • Call Labor Recording
  • Depot Order Maintenance
  • Call Parts Recording
  • Material Order Control
  •  Material Order Shipments
    • Material Order ATP Inquiry
  • Depot Item Restocking
  • Depot Order Shipment
  •  Depot Order Invoicing
    • Service Type Change
•  Return Material Authorizations
  •  RMA Life Cycle
    • Effects of Optional Modules
  •  RMA/RTS Control Settings
    • Setting Up Return Locations
    • Setting Up Customer Spares
    • Business Issues for RMA Implementation
    • Sales Order Control
  •  RMA Coverage
    • RMA Service Types
    • RMA Charge Types
  •  Pricing for RMA Issue Line Items
    • Determining a Price
    • Special RMA Pricing Considerations
    • Effect of Control Settings on RMA Pricing
  •  RMA Issues and Receipts
    • RMA Issues
    • RMA Receipts
    • Linking Receipts to Issues
    • RMA Issues and Receipts for Serialized Items
  •  RMA Billing
    • Customer Credit Status
    • RMA Invoices
  • Releasing RMAs to Work Orders
  • RMA Maintenance
  • Deleting RMAs
•  Returns to Suppliers
  • RTS Life Cycle
  •  Tracking RTS Inventory
    • Transferring RTS Inventory
    • Issuing Inventory for an RTS
  • Receiving an RTS Transfer from a Vendor
  • RTSs and Regulatory Attributes
  •  RTS Maintenance
    • RTS Picklist
•  Control Programs
  • Service Management Control
  •  Call Management Control
    • Work Code Settings
    • Call Statuses Frame
    • Next Call ID Frame
    • Call Recording/Invoicing Frame
    • Call Quotes Frame
  • Call Escalation Control
  • Service Request Control
  •  Contract Control
    • Contract Management Frame
  • RMA/RTS Control
  • End User Control
  • Material Order Control
  • Engineer Schedule Control
  • Paging Control
  • SSM Accounting Control
•  Reference
  •  User Exits
    • Setting Up User Exits
    • Progress Programming Rules
    • List of User Exits
  • Installed Base Classification
• Product Information Resources