Basic Service Management Configuration: Implementation Checklist

The following sections provide details you can use to ensure that the system is configured properly for the processing of service orders and their appointments that may include stock items, and to specify settings that affect this processing workflow.

Prerequisite Configuration

We recommend that before you initially set up the service management functionality, you make sure the needed entities have been created, and settings have been specified, as summarized in the following checklist.

Form Criteria to Check
Multiple forms Make sure that the minimum company settings are specified, as described in Company Without Branches, Company with Branches that Do Not Require Balancing, or Company with Branches that Require Balancing (depending on your company structure).
Multiple forms To offer the provision of inventory items as part of providing field services, make sure that the sales order management configuration has been implemented, as described in Configuration of Order Management: Implementation Checklist .
Employees (EP203000) form Make sure that the employees to be involved in field service processes have been created. For details, see Employee Settings.

Implementation Checklist

Once the needed prerequisites are met, you should navigate to the forms listed below and perform the tasks described in the table to be able to use the basic service management functionality.

Form Things to Do Notes
Enable/Disable Features (CS100000) form Enable the Service Management feature.
Work Calendar (CS209000) form Create the calendar with the staff members' work days, work times for each day, and unpaid break time. For details, see Basic Service Management Configuration: Implementation Activity.
Numbering Sequences (CS201010) form Create the numbering sequences for service orders, staff members' schedules, and field service billing documents. For details, see Basic Service Management Configuration: Implementation Activity.
Service Management Preferences (FS100100) form Specify the necessary numbering sequences and work calendar.
Billing Cycles (FS206000) form Create the necessary billing cycles (which define the way billing documents are generated for the services provided to customers). For details, see Billing Cycles.
Customers (AR303000) form Do the following:
  • Create all customers that are expected to request the company's services.
  • Assign the necessary billing cycles to customers who may be billed for services.
Employees (EP203000) form Define the employees to be involved in field service processes as staff members—that is, select the Staff Member in Service Management check box for these employees. For details, see Staff Members.
Order Types (SO201000) form To offer the provision of inventory items as part of providing field services, make sure that for the sales order types that will be used for the field service processes, the Enable Field Services Integration check box is selected. For details, see Basic Service Management Configuration: Implementation Activity.
Service Order Types (FS202300) form Create the service order types that suit the company's processes, as described in the Service Order Types chapter. To generate billing documents that may include both services and inventory items, you select the Sales Orders or SO Invoices option in the Generated Billing Documents box on the General tab of the form.
Branch Locations (FS202500) form Create all branch locations that represent company offices. For details, see Branch Locations.

Optional Settings

Depending on your company's processes, you may have to check the settings described in the table below.

Form Things to Check
Service Areas (FS201900) form If staff members are to work within a certain geographical area, make sure that the service areas have been defined and staff members have been assigned to the areas. For details, see Service Areas.
Skills (FS206000) and Employees (EP203000) forms If the assignment of staff members has to be performed based on skills that are necessary for the service, make sure that the skills have been defined and assigned to staff members. For details, see Skills.
License Types (FS200900) and Services (FS400800) forms If the assignment of staff members has to be performed based on licenses that prove that a staff member can perform a service, make sure that the types of these licenses have been defined and assigned to the appropriate services. For details, see Licenses.
Licenses (FS201000) and Employees (EP203000) forms If the assignment of staff members has to be performed based on licenses that prove that a staff member can perform a service, make sure that the licenses have been entered and assigned to the needed staff members. For details, see Licenses.
Item Classes (IN201000) form Make sure that the item classes that contain the default settings of the company's services have been created.
Non-Stock Items form If services have been created in the system, make sure that the skills that are required for performing these services have been assigned to them.

If services have been created in the system, make sure that the type of the licenses that are required for performing these services have been assigned to them.