To implement the Service/Support Management (SSM) module, plan carefully and consider in detail your business needs and requirements and how they map to functions in SSM. This chapter concentrates on the setup functions in the Service/Support Setup menu (11.21) and includes a list of generalized codes used in service functions.

Service activity uses the codes this chapter introduces to direct and manage the flow of charges and credits. Call Activity Recording, especially, relies on codes. They also define service limits.

Overview
Describes codes that support recording engineer activity, applying changes, and tracking inventory effects with product lines.

Work Codes
Explains the function of work codes and lists default codes, and how to apply and maintain them.

Invoice Sort Codes
Describes the function of invoice sort codes, how to apply and maintain them, and gives examples.

Service Categories
Defines service categories and outlines how to apply and maintain them.

Default Sites and Locations
Explains how and why to define default sites and locations and how to maintain them.

Return Status
Explains the functions of the return statuses and how different status attributes control different aspects of the return process, as well as listing and describing different statuses.

Charge and Revenue Management
Explains how charges and revenues manage financial aspects of service activity and how to use charge and revenue product lines.

User Preferences
Outlines different ways to streamline data entry by using Service/Support User Preferences (11.21.23).

Generalized Codes for Service
Lists and describes service codes.

The codes discussed in this chapter support recording engineer activity, applying charges, and tracking inventory effects with product lines.

See Control Programs for details on control program settings and their effects.

With charge codes, you can indicate who is responsible for paying for service activity you record in Call Activity Recording. Charges may be warranty, contract, covered, billable, fixed billable, project, or giveaway for each item and each call. Charge codes give service personnel the freedom to make effective business decisions for every detail they record while handling a call.

Charge codes can designate a particular item as giveaway, yet keep normal billing for the rest of the service and items on the call. Service personnel can implement a decision quickly and efficiently by changing the charge code on the troublesome item for this call.

Invoice sort, service category, and work codes create a flexible way to design warranty and contract types. You can create as many work codes and service category codes as you need, and combine them in almost unlimited ways.

With the combination of invoice sort or work code and service category you can track and manage service activity at a summarized level, or with as much lower level detail as you need.

Charge and revenue product lines control the flow of service activities into appropriate GL accounts. Separating costs and revenue by product line permits sophisticated accounting and reporting. For example, you can separate income generated by warranties from that generated by contracts. Or you can create accounts for installation activity that are distinct from repair activities.

Return status codes manage the return of items in Call Activity Recording. These codes determine if the system should look for an exchange price and which default site it should use for the return. You can define default sites that direct returned items to repair centers depending on the type of item, the geographical location of the end user, or other relevant factors.

Service/Support User Preferences enables each user to control certain features of service processing. You can allow each user to specify preferences or use standard system security to prevent or limit access.

Service/Support Management manages engineer activity with combinations of settings for the work codes, charge codes, invoice sorts, and service categories discussed in this chapter. You can tailor these codes to business requirements.

Call activity and invoicing functions use these codes to track such information as labor performed, items consumed and returned, and expenses.