Epicor ERP

Field Service Course
9.05.607

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course.ditaval

Field Service Course

Contents

Contents
Field Service Course................................................................................................................6
Before You Begin....................................................................................................................7
Audience.........................................................................................................................................................7
Prerequisites....................................................................................................................................................7
Environment Setup..........................................................................................................................................8

Field Service Overview...........................................................................................................9
Application Setup.................................................................................................................10
Company Configuration................................................................................................................................10
Field Service............................................................................................................................................10
Fields...............................................................................................................................................10
Maintenance Programs..................................................................................................................................11
Warranty Code Maintenance..................................................................................................................11
Workshop - Create a New Part for a Warranty.................................................................................12
Workshop - Set Up a Warranty Code...............................................................................................12
Workshop - Designate a Part as Covered by a Warranty...................................................................13
Product Group Maintenance...................................................................................................................13
Detail..............................................................................................................................................14
Workshop - Create a Product Group and Assign Warranty...............................................................14
Create a Product Group...........................................................................................................14
Designate a Product Group......................................................................................................14
Renewal Code Maintenance...................................................................................................................15
Workshop - Create a Renewal Code................................................................................................15
Service Contract Code Maintenance.......................................................................................................16
Detail..............................................................................................................................................16
GL Control Detail.............................................................................................................................16
Workshop - Set Up a Service Contract Code....................................................................................17
Service Call Type Maintenance................................................................................................................18
Detail..............................................................................................................................................18
Workshop - Set Up a Service Call Type.............................................................................................18
Miscellaneous Charge Maintenance........................................................................................................18
Detail..............................................................................................................................................19
Workshop - Enter a Miscellaneous Charge Record...........................................................................19
Create a New Record...............................................................................................................19
Select GL Controls....................................................................................................................20
Reason Code Maintenance.....................................................................................................................20
Detail..............................................................................................................................................21
Job Department Maintenance.................................................................................................................21
Workshop - Set Up a Field Service Department................................................................................21
Employee Maintenance...........................................................................................................................22
Fields...............................................................................................................................................22

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Contents

Field Service Course

Workshop - Set Up a Shop Employee...............................................................................................24
Job Management Maintenance Program Setup..............................................................................................25
Field Service Operations..........................................................................................................................25
Field Service Resource Group and Resources...........................................................................................25

Daily Processing....................................................................................................................26
Warranty Parts...............................................................................................................................................28
Workshop - Create a Warranty...............................................................................................................28
Enter a Sales Order for a Warranty Part............................................................................................28
Ship the Sales Order for Clarke Construction Co..............................................................................29
Invoice the Warranty Part................................................................................................................30
Warranty Analysis Report.................................................................................................................31
Warranty Status Report...................................................................................................................31
Service Contracts...........................................................................................................................................31
Service Contract Entry.............................................................................................................................31
Workshop - Create a Service Contract.....................................................................................................32
Enter a Service Contract..................................................................................................................32
Create a Sales Order........................................................................................................................32
Ship the Sales Order........................................................................................................................33
Invoice the Service Contract.............................................................................................................33
Workshop - Invoice a Contract Directly...................................................................................................34
Create a Service Contract................................................................................................................34
Invoice the Service Contract.............................................................................................................35
Workshop - Add a Line to an Invoiced Contract......................................................................................35
Add a Part to the Contract..............................................................................................................35
Invoice an Added Line.....................................................................................................................36
Service Contract Analysis Report.............................................................................................................36
Service Contract Status Report................................................................................................................37
Recurring Invoice...........................................................................................................................................37
Workshop - Establish Recurring Service Contracts...................................................................................37
Create a Service Contract................................................................................................................37
Generate a Recurring Contract Billing Invoice...................................................................................38
Service Calls...................................................................................................................................................39
Service Call Center..................................................................................................................................40
Workshop - Enter a Service Call for a Warranty Part................................................................................40
Workshop - Enter a Service Call for a Service Contract............................................................................41
Workshop - Enter a Service Call Job........................................................................................................42
Workshop - Prepare a Service Job for Labor and Material Reporting........................................................42
Add Operations and a Resource Group to a Service Job...................................................................42
Add Parts and a Subassembly to a Job.............................................................................................43
Enter Miscellaneous Charges...........................................................................................................44
Workshop - Report Labor to a Service Call Job........................................................................................45
Record Time and Attendance...........................................................................................................45
Record Time and Quantity Information............................................................................................45
Run the Labor Edit Report................................................................................................................46
Review the Service Job in the Service Call Program...........................................................................46

4

Epicor ERP | 9.05.607

Field Service Course

Contents

Workshop - Report Material Consumed..................................................................................................46
Workshop - Review and Close the Service Call........................................................................................47
Close a Service Call..........................................................................................................................47
Workshop - Invoice a Service Call............................................................................................................48
Workshop - Review a Service Call Invoice................................................................................................48
Service Call Status Report.......................................................................................................................49
Service Technician Dispatch Report.........................................................................................................49

Specialized Processing..........................................................................................................50
Service Contract Renewals.............................................................................................................................50
Renew Contracts....................................................................................................................................50
Workshop - Renew a Service Contract....................................................................................................51
Select and Renew a Service Contract...............................................................................................51
Review Renewal Details...................................................................................................................51
Invoice the Renewed Contract.........................................................................................................52
Workshop - Create a Quoted Contract Renewal......................................................................................53
Set Up a Renewable Contract..........................................................................................................53
Approve the Quote..........................................................................................................................53
Review Renewal Details...................................................................................................................54
Deferred Revenue..........................................................................................................................................55
Workshop - Use Deferred Revenue Accounting.......................................................................................55
Create a Service Contract Code.......................................................................................................55
Create a Service Contract................................................................................................................56
Invoice the Contract........................................................................................................................56
Suspend the Service Contract..........................................................................................................57

Conclusion.............................................................................................................................58

Epicor ERP | 9.05.607

5

repair. or service offsite or company plants. • Enter and manage service calls. and Job Management modules. and service calls. • Add and remove items on a contract once it has been invoiced. • Invoice a service contract directly in AR Invoice Entry. so a dispatcher can track every stage of a service call. Use Field Service to centralize all processes that relate to dispatching technicians and reporting service call costs. Hands-on workshops guide you through processes that involve warranty parts. Upon successful completion of this course. This course reviews the required setup for the Company Maintenance.05. This module is designed for people who install. Field Service. you will be able to: • List the setup steps necessary to use the Field Service module. It is configured for a single interface. service contracts. • Generate quotes for contract renewals.607 . 6 Epicor ERP | 9. The Field Service module supports the drop shipment of service parts directly to the customer site. • Create service contracts.Field Service Course Field Service Course Field Service Course This course introduces the Field Service module. • Manually or automatically renew a contract about to expire. • Add a service contract to a sales order line.

05. all necessary modules must be licensed and operating in your training environment. This course discusses the necessary prerequisites involved with efficient production floor configuration. creating financial transactions that post to the general ledger (GL).The Manufacturing Foundations course introduces you to the principal building blocks in establishing a strong manufacturing environment. • Manufacturing Foundations Course . • System Flow Course . • Order Management Course .This course provides a clear perspective of the maintenance programs. • Job Management Course . costing. • Sales Manager • Order Entry Staff • Customer Service Representative • Sales Engineer/Pre-Sales • Account Manager • Sales Representative Prerequisites In order to complete the workshops in this course. A shipping transaction is performed whether items are shipped from stock or from work in process (WIP).This course discusses the Order Management module and how it facilitates the flow of manufactured items from inventory or jobs to the customer. It is also important you understand the prerequisite knowledge contained in other valuable courses.Field Service Course Before You Begin Before You Begin Read this topic for information you should know in order to successfully complete this course. scheduling. This course emphasizes the series of processes that make up the quote to cash process by using a simple scenario to highlight various transactions. Order entry and shipping are directly affected by the nature of the product and the process. Job Management provides a comprehensive manufacturing control system designed for routing. All shipping transactions are captured during invoicing in the Accounts Receivable (AR) module.This course introduces a basic quote to cash scenario that includes the process from the initial customer quote to final cash receipts and payment of supplier invoices. Epicor ERP | 9. processes. specifically whether the items are built-to-order or shipped from stock.607 7 . For more information on the modules available. and reporting tools that relate to the Deferred Revenue Accounting module. and tracking custom or repetitive parts produced for inventory or shipped to the customer from the plant floor. Audience Specific audiences will benefit from this course.com. contact your Epicor Customer Account Manager at EpicorCAM@epicor.This course describes the features and functionality of the Job Management module. • Deferred Revenue Accounting Course . Your organization may have more complex processing routines than those described in this course. concepts.

1. For example. • The Epicor demonstration database is at the same service pack and patch as the Epicor application. 4. If you are logged into your training environment as a different user. already defined. Your Epicor training environment.607 . From the Main menu. The Epicor demonstration database comes standard with parts. from the Options menu. select Change User. If this is not performed. Note It is recommended that multiple Epicor demonstration databases are installed. but Epicor cannot prevent users from manipulating the data in your installation of the Epicor demonstration database. If the Epicor demonstration database is shared with multiple users (that is. The following steps must be taken to successfully complete the workshops in this course. the database is located on a server and users access the same data. production environment. customers. much like your live. Verify the following or ask your system administrator to verify for you: • Your Epicor training icon (or web address if you are using Epicor Web Access) points to your Epicor training environment with the Epicor demonstration database installed. production environment. Epicor's education team updates the Epicor demonstration database for each service pack and patch. 8 2. 3. • Your system administrator restored (refreshed) the Epicor demonstration database prior to starting this course. in which the Epicor demonstration database is found. enables you to experience Epicor functionality in action but does not affect data in your live. Contact Support or Systems Consulting for billable assistance. select the company Epicor Education (EPIC06). Do not complete the course workshops in your live. select the Main Plant. unexpected results can occur. if a course workshop requires you to ship a sales order that came standard in the Epicor demonstration database. but a different user already completed this workshop and the Epicor demonstration database was not restored (refreshed). he or she must also download the corresponding Epicor demonstration database from EPICweb > Support > Epicor > Downloads and install it. Epicor's education team has written the course workshops to minimize situations like this from occurring. Log in to the training environment using the credentials manager/manager. From the Main menu.05. If your system administrator upgrades your Epicor application to a new service pack or patch. and so on. production environment) and is not periodically refreshed.Before You Begin Field Service Course Environment Setup The environment setup steps and potential workshop constraints must be reviewed in order to successfully complete the workshops in this course. then you will not be able to ship the sales order. Epicor ERP | 9. unexpected results can occur when completing the course workshops. sales orders.

Epicor ERP | 9. The Field Service module is fully integrated with the Customer Relationship Management. service calls. • Labor hours and material charges can be entered against a service call job and can be absorbed into the service agreement or automatically billed to the customer. and customer configuration tracking. Field Service drives profitability by automating the process of dispatching field technicians to service calls in remote locations. • Miscellaneous charges can be added to a job in Job Entry or through the Accounts Payable module. Such optimization involves intelligent scheduling and dispatching of multiple technicians to different locations daily. or repairs of systems or equipment. including serialized parts. Job Management. Field Service Management most commonly used by companies that need to manage installs. Parts can be ordered directly to a job and shipped directly to the respective customer. • A service contract can be invoiced by creating a sales order and shipping the contract. • Contract items can be added or removed. and warranties. The Field Service module is designed to manage service contracts. Features of this module include: • Service contracts can be established for a part. This module provides fully integrated tools for management of service and repair processes. or invoiced directly in AR Invoice Entry.607 9 . even if the contract has already been invoiced. while minimizing costs and maintaining quality customer service.Field Service Course Field Service Overview Field Service Overview Field Service Management strives to optimize processes and information needed by companies that send technicians or staff out of the office. • Service contracts can be renewed once they are about to expire. • Quotes are generated for renewals and are shipped for customer approval before a contract renewal is marked as active. warranty control and tracking.05. and tracked. services. • Warranties are activated when a warranty part is shipped and if a repair is needed. service technician assignment and scheduling. • A subcontract operation can be added to a field service job. Case Management. and Scheduling modules.

Note You can purchase a Multi-Site license that enables you to set up multiple companies within Company Configuration. and Cost of Sales (COS) accounts for the current company.05. This option is valuable when importing contracts into the Epicor application. To learn more about these programs and fields. When you install the Epicor application. Menu Path Navigate to this program from the Main Menu: • System Management > Company Maintenance > Company Important This program is not available in the Epicor Web Access™ interface. Use these options to customize the Epicor application to best fit each company within your organization. You can launch this program ® from an Epicor Smart Client (Windows ) interface. refer to the Application Help. Work in Process (WIP) accounts.Specifies the starting contract number. Fields The following are key fields on the Field Service sheet.607 .Indicates whether you want existing service contracts to be invoiced and maintainable at the contract header and line level.Displays the default plant for service calls.Application Setup Field Service Course Application Setup This section reviews configuration factors and maintenance program that affect the Field Service module. The Application Help documents and defines all programs. • Service Call Job Prefix . To do this. You can then use this program to define how the company interacts with the various modules you have licensed. contract renewal settings. These accounts must be established in order for the Field Service module to be operational. Field Service Company Configuration > Modules > Services Use the Field Service sheets to define default Field Service settings.Specifies the starting service call number. Company Configuration Company Configuration defines options for companies in the Epicor application. • Starting Contract . first create the company within the Epicor Administration Console. • Contract Startup Mode . • Default Plant . • Starting Service Call . This course does not review and discuss all programs and fields that contribute to the Field Service process. General Ledger (GL) accounts. fields. This field is display-only. You can then display the new company in this program and configure it as necessary. one company record is created by default. 10 Epicor ERP | 9. The prefix is valuable for distinguishing service calls from production jobs. All contract numbering begins with this number. All service call numbering in the Service Call Center begins with this number. and operations that relate to every module within the Epicor application.Specifies the prefix for any service call job numbers.

• Product Group . a service contract can be offered and sold if the customer wants further coverage.Field Service Course Application Setup • Default Resource Group . and Misc Modifier fieldsfor which the warranty extends. expired contracts can be renewed at anytime.Indicates the default product group that holds the sales. GL accounts defined by this product group are for service contract sales. other than materials or labor. and COS accounts.A unique code for the warranty.05. The product group associated with the part is ignored. • Renewal Period . Covered . • Labor Covered . • Warranty Code . After the warranty expires.Select this check box if the warranty covers on-site services. and miscellaneous charges are applied to a part covered by a warranty.The length of time. • Misc. Note For more information on how the Field Service module uses the information in the resource group record for service calls. they can be associated with a part or a product group. • Materials Covered . Maintenance Programs The following maintenance programs are necessary in order to successfully complete the Field Service process. Warranty Code Maintenance Use Warranty Code Maintenance to define the warranties offered with your products. This section of the course guides you through workshops to set up maintenance programs. A part warranty code takes precedence over a product warranty code. Epicor ERP | 9. ignoring the product group associated with the part being serviced.Select this check box if the warranty covers labor. Once codes are established. If the renewal period is equal to zero.Detail topic in the Application Help. Labor. Warranties can be assigned to both individual parts and product groups. • Duration .Defines the window of days used to determine if a service contract is going to expire soon. • Print Prices on Service Tickets . material. the contract is considered to be expiring soon. • Expiration Horizon .607 11 . refer to the Resource Group Maintenance . If the current date plus the expire horizon is greater than or equal to the entered expire date on a contract. Menu Path Navigate to this program from the Main Menu: • Service Management > Field Service > Setup > Warranty Code Detail Sheet The following are key fields on the Detail sheet. Warranties are offered to customers to cover unexpected repairs during a specific time period after a product is sold.Select this check box if the warranty covers materials.Stores the allowed contract renewal period which is used to determine how long a contract or renewal can be renewed past its expiration date. WIP. Warranty codes are set up to define how labor. per the unit of time specified in the Materials.Specifies the default resource group for service calls.Select this check box if the warranty covers miscellaneous items. • On Site .Indicates whether prices should print on service call tickets.

select Duplicate. For the purpose of this course and exploring the field service functionality. or years. 3. In the Description field. 3. 2. Exit Part Maintenance. Workshop .607 .05.Enter descriptive information about the selected warranty code. months. and miscellaneous warranty duration. create a unique part for future workshop purposes.The unit of time that serves as the basis of the materials. set up a warranty code that covers material. 4. 1032X050 part details display. and miscellaneous charges for a year. In the Description field. Click New. In the Warranty Code field. 6. Enter the following information: 12 Epicor ERP | 9. enter WC-XXX (where XXX are your initials). The Duplicate Part 1032X050 Details window displays. enter XXX One Year Full Coverage (where XXX are your initials). a unique part is required. This field corresponds to the Duration field. Navigate to Warranty Code Maintenance. From the Actions menu. Menu Path: Service Management > Field Service > Setup > Warranty Code 1.Application Setup Field Service Course • Modifier . labor. You can select days. Menu Path: Service Management > Field Service > Setup > Part Important This is not the typical process for adding a part under warranty. In the Part field. enter XXX-050 (where XXX are your initials). Select the On Site check box. Description Sheet The following are some of the key fields on the Description sheet. labor. • Foreign Language Descriptions . Once this code is created. 5. Click Save.Select the language in which to display warranty code information. enter 1032X050 and press Tab.Set Up a Warranty Code In this workshop. In the Part field. 5. 4. Workshop . 1. Navigate to Part Maintenance. it can be associated with a part or product group. 2.Create a New Part for a Warranty In this workshop. • Base Description . enter XXX Machine Screw 1020 X 1 (where XXX are your initials) and click OK.

which classify the different part types you sell. Menu Path: Service Management > Field Service > Setup > Part 1.05. enter XXX-050 (where XXX are your initials) and press Tab. you can designate parts as being covered by a warranty. In the Warranty field.Designate a Part as Covered by a Warranty Once you establish a warranty code. 3. These classifications are used for General Ledger (GL) and sales analysis purposes. Product group definition examples include: • Customer ID (Edwards International) • Product Line (Televisions) • Product Type (Configured Parts) • Any combination of each (Edwards International . Navigate to Part Maintenance. Once you ship and invoice a part. Click Save. Exit Warranty Code Maintenance. 7. Workshop . select XXX One Year Full Coverage (where XXX are your initials).Field Service Course Application Setup Field Data Material Covered Select Duration 1 Modifier Years Labor Covered Select Duration 1 Modifier Years Misc Covered Select Duration 1 Modifier Years 6. Product Group Maintenance Use Product Group Maintenance to set up product groups. Exit Part Maintenance.Configured Parts) Epicor ERP | 9. 2. the warranty becomes effective immediately. Click Save. associate part XXX-050 with the warranty code created in the previous workshop.607 13 . In the Part field. In this workshop. 4.

5. 3. create a product group and assign a warranty to it. enter XXX (where XXX are your initials). 4. Theses classifications are used for sales analysis. Product groups classify the different types of parts you sell.05. In the Warranty field. 2.Application Setup Field Service Course Menu Path Navigate to this program from the Main Menu: • Financial Management > Accounts Receivable > Setup > Product Group • Financial Management > Deferred Revenue Accounting > Setup > Product Group • Production Management > Engineering > Setup > Product Group • Production Management > Job Management > Setup > Product Group • Production Management > Material Requirements Planning > Setup > Product Group • Sales Management > Configurator Management > Setup > Product Group • Sales Management > Order Management > Setup > Product Group • Service Management > Field Service > Setup > Product Group For CRM users. select New Group. In the Description field. In the Sales Plant field. select XXX One Year Full Coverage (where XXX are your initials). Exit Product Group Maintenance. From the New menu. enter XXX Services (where XXX are your initials). In the Group field. the Main Menu appears as: • Customer Relationship Management > Configurator Management > Setup > Product Group • Customer Relationship Management > Order Management > Setup > Product Group Detail Product Group Maintenance > Product Group Use the Detail sheet to set up product groups. 2. 14 Epicor ERP | 9. Create a Product Group Navigate to Product Group Maintenance. 3. Click Save.Create a Product Group and Assign Warranty In this workshop. Click Save.607 . Menu Path: Service Management > Field Service > Setup > Product Group 1. Workshop . verify Main Plant displays. Designate a Product Group 1.

there is a price increase. In the Increase Method field. These options are controlled in Renewal Code Maintenance. In the Renewal Code field. enter Amt-XXX (where XXX are your initials). In the Description field. Click New. 10. In the Amount field.Field Service Course Application Setup Renewal Code Maintenance Use Renewal Code Maintenance to create an entry that controls the price increase when renewing a contract. select Amount. This check box indicates a quote must be created and approved before the contract renewal can be invoiced. 9. 3. Select this check box to indicate the contract renewal that uses this renewal code is valid for further renewal. 6. The renewal code must specify a price increase of $100 and require a quote for customer approval. Menu Path: Service Management > Field Service > Setup > Renewal Code 1. when a contract is renewed. enter Amount Increase XXX (where XXX are your initials). 7. 4. In the TaskSet field. 8. 5.607 15 . Renewal codes are associated with service contract codes in order to use the renewal entry settings when creating a contract renewal. 2.05. select Renew Contract Quote Approval. This renewal code will be used in a future workshop. enter 100. If necessary. Menu Path Navigate to this program from the Main Menu: • Service Management > Field Service > Setup > Renewal Code Workshop . select the Quoted check box. Click Save. Epicor ERP | 9.Create a Renewal Code In this workshop. Select the Renewable check box. In general. Navigate to Renewal Code Maintenance. In the Quoting pane. create a code to renew an existing contract about to expire. Exit Renewal Code Maintenance. a quote is generated for a contract renewal and shipped to the customer for their signature before the contract is marked as active.

You cannot associate GL controls with programs where users select posting accounts when they enter transactions. Use the Ship Contract check box to identify the contracts that must be shipped and the contracts that can be directly invoiced in AR Invoice Entry. Each customer record has a Contract Bill Day field. For example. material.Application Setup Field Service Course Service Contract Code Maintenance Use Service Contract Code Maintenance to enter service contract codes that define the various service contracts the company offers. change this field to the day of the month when the contract should be invoiced. Menu Path Navigate to this program from the Main Menu: • Service Management > Field Service > Setup > Service Contract Code Detail Service Contract Code Maintenance Use the Detail sheet to define service contracts and renewal settings the company offers. 16 Epicor ERP | 9. If the Recurring Inv check box is selected. Example The AR Account and AP Account GL control types reference the company entity. or 6 Month Service.05. When service contracts are sold. use the Get > Shipments command in the Accounts Receivable (AR) module to ship the invoice. Materials and Labor. billing is created in the Accounts Receivable (AR) module when the Get > Contract Billing command is used. and miscellaneous charges. For more information. Work in Process (WIP). A transaction that belongs to Company A then posts using the account hierarchy set up for this specific transaction for the Company A business entity. A renewal code establishes how contract prices increase during contract renewal.607 . except when the Recurring Inv check box is selected. They can also be used to cover equipment when no warranty is available. You define GL controls based on both types and apply them to Company A in Company Configuration. The Master Chart of Accounts (COA) defines the accounts available in these programs. 1 Year. The association allows the use of control values when the record applies to a posted transaction. Posting rules use the controls' account references to create the accounts for the company's journals. Examples of this type of program include AP Adjustment and Cash Receipts. Service contracts are sold to customers and can be used to cover labor. You can associate one or more GL controls with a record in this setup program. This provides the ability to compare revenue against costs for a service contract. If the recurring invoice check box is selected. refer to the Renewal Code Maintenance topic in the Application Help. Each control associated with a record must belong to a different control type. The value in this field must be between 1 and 31. and General Ledger (GL) accounts. Service contract codes are entered in the Service Contract > Header sheet and display in the Service Call Center. The service contract code contains Cost of Sales (COS). GL Control Detail Service Contract Code Maintenance > GL Control The general ledger (GL) control or controls selected on this sheet determine the accounts and journal codes used to post transactions to which the record applies.

3. Menu Path: Service Management > Field Service > Setup > Service Contract Code 1. enter CC-XXX (where XXX are your initials). In the Description field. Select the Recurring Inv check box. 2. In the Tax Category field. In the Contract Code field.Set Up a Service Contract Code In this workshop. If the check box is clear. select Services. This service contract code will be needed to complete a future workshop. Select this check box to indicate the contract must be shipped to a customer. enter XXX One Year Material Only (where XXX are your initials). In this case. monthly. along with the Price Per and Unit Price fields. Note For more information on how to set up a frequency period. 4. quarterly or per semester depending on the fiscal calendar selected. Select this check box to indicate the contract renewed using the renewal code is valid for further renewal. 5. select Field Service Monthly.Field Service Course Application Setup Workshop . 8. The contract created with this contract code will be invoiced by creating a sales order and the corresponding shipment. Epicor ERP | 9. select the Renewable check box. The frequency period is created in Fiscal Calendar Maintenance. From the New menu. Navigate to Service Contract Code Maintenance. 9. create a service contract code that covers material charges for a part during a one year period. refer to the Financial Management module in the Application Help or to the Deferred Revenue Accounting course. In the Frequency Period field.607 17 . select New Contract Code. Verify the Ship Contract check box is clear. the Field Service Weekly option has a monthly frequency starting on the first day of the month and ending on the last day of the month. 6.05. Enter the following information: Field Data Material check box Select Duration 1 Modifier Years Unit Price 250 Price Per Contract On Site check box Select 7. determines the unit price of the contract for the recurring invoice. In the Renewal pane. The frequency period can be weekly. Select this check box to indicate the contract will be invoiced in AR Invoice Entry on a recurring basis. then you can invoice the contract directly at AR Invoice Entry by selecting Get > Contract Billing from the Actions menu. This setting.

Navigate to Service Call Type Maintenance. Once created. Exit Service Call Type Maintenance. Service Call Type Maintenance Use Service Call Type Maintenance to define tax categories for service calls and select the general ledger (GL) controls associated with them. 5. Miscellaneous charges are additional costs. In the Call Description field. Miscellaneous Charge Maintenance Use Miscellaneous Charge Maintenance to create miscellaneous charges. You pay purchasing miscellaneous charges to your suppliers. In the Tax Category field. 6. From the New menu. enter XXX Installation at Site (where XXX are your initials). and invoices. select New Call Type. 2. select Services. Think of service call types as. You can use service call types to separate billable from non-billable calls. warranty calls from service contract calls. but your customers cover these miscellaneous charges. 11.Application Setup Field Service Course 10. Click Save. expedite fees and freight charges you can include on sales orders. 18 Epicor ERP | 9. Note These miscellaneous charges are not the same charges you set up in the Purchasing or Accounts Payable module. you can select these charges within other programs in the Epicor application. define tax categories for a service call.607 . 3. In the Call Type field. select Amount Increase XXX (where XXX are your initials). Workshop .05. select the charges in the headers and detail lines of these records. quotes. Click Save and exit Service Contract Code Maintenance. enter CT-XXX (where XXX are your initials). What class of service are we doing? codes. and so on. Menu Path Navigate to this program from the Main Menu: • Service Management > Field Service > Setup > Service Call Type Detail Service Call Type Maintenance > Detail Use the Detail sheet to identify the call type and associate it with a tax category. In the Renewal Code field. 4.Set Up a Service Call Type In this workshop. For example. Once created. Menu Path: Service Management > Field Service > Setup > Service Call Type 1.

Navigate to Miscellaneous Charge Maintenance. 4. enter XXX Travel Expenses (where XXX are your initials). This ensures that all visits to a customer site are billed.Enter a Miscellaneous Charge Record In this workshop. Menu Path: Service Management > Field Service > Setup > Miscellaneous Charge 1. select Every. enter 35.607 19 . and invoices. select Exclude. create a new miscellaneous charge for travel expenses.05. In the Frequency field. Menu Path Navigate to this program from the Main Menu: • Financial Management > Accounts Receivable > Setup > Miscellaneous Charge • Sales Management > Order Management > Setup > Miscellaneous Charge • Service Management > Field Service > Setup > Miscellaneous Charge For CRM users. In the Tax Category field. Click Save. 6. 8. 2. 5. enter XXX (where XXX are your initials). In the Description field. select Services. Create a New Record Create a miscellaneous charge record for travel expenses. From the New menu. • Select the Sales Analysis check box to enable charges to be included in the Sales Analysis Report. 7. Epicor ERP | 9. the Main Menu appears as: • Customer Relationship Management > Order Management > Setup > Miscellaneous Charge Detail Miscellaneous Charge Maintenance Use the Detail sheet to define codes used to apply miscellaneous charges or credits to sales orders. In the Intrastat field. 3. Workshop . • Select the Shipping Access check box to enable charges to be added to packing slips. quotes. In the Amount field. select New Charge. In the Code field.Field Service Course Application Setup When creating a miscellaneous charge: • Select a charge frequency to set up miscellaneous charges to charge customers when appropriate.

• Rework . In the Type field.05. From the New menu.This is used for inspection and corrective actions. and Return Material Authorization (RMA) entries.Application Setup Field Service Course Select GL Controls Enter the General Ledger (GL) Control information for the record. • Inventory Adjustments . Reason Code Maintenance Use Reason Code Maintenance to assign standard explanations for Customer Relationship Management (CRM) events. 6. select the appropriate options in Company Configuration. the Main Menu appears as: • Customer Relationship Management > Sales and Marketing Management > Setup > Reason Code 20 Epicor ERP | 9.607 . inventory adjustments. 1. Exit Miscellaneous Charge Maintenance. 2. In the Control field. Navigate to the GL Control > Detail sheet. • Quality Assurance . Menu Path Navigate to this program from the Main Menu: • Financial Management > Deferred Revenue Accounting > Setup > Reason Code • Material Management > Inventory Management > Setup > Reason Code • Production Management > Job Management > Setup > Reason Code • Production Management > Quality Assurance > Setup > Reason Code • Sales Management > Customer Relationship Management > Setup > Reason Code • Service Management > Field Service > Setup > Reason Code For CRM users. select New GL Control.This is used for items sent back to be re-worked. search for and select Travel-Field Service. 5.This is used to identify items pulled from inventory that are non-conforming. labor scrap and rework. 4. set up the codes in Reason Code Maintenance and select the reasons in the following programs: • Count Discrepancy Reason Code Entry • Time and Expense Entry • Inventory Adjustment Entry • RMA Processing • RMA Dispositions • Opportunity/Quote Entry The following reason codes are used in manufacturing: • Scrap . Next. search for and select Misc Charge (Sales). To use reason codes. Click Save. 3.This is used to identify a non-conformance quantity.

607 21 . In the Job Dept field. Job Department Maintenance Use Job Department Maintenance to establish job departments. Job departments do not need to be the same as the departments established in the financial foundation. From the New menu. 3. enter FS-XXX (where XXX are your initials). which can be used to group resource groups set up for organizational and reporting purposes. Important At least one department is required in the Epicor application. 5.Field Service Course Application Setup Detail Use the Detail sheet to define reason codes. Exit Job Department Maintenance. Run reports by department.Set Up a Field Service Department In this workshop. Navigate to Job Department Maintenance. They are used in some reports and graphs to view the shop load. set up a field service department. Epicor ERP | 9. Job departments are helpful when viewing the shop floor by functional area. Click Save. In the Description field.05. Do not confuse job departments with General Ledger (GL) departments. Menu Path: Production Management > Job Management > Setup > Department 1. to list jobs in the order the work should be done. 2. such as the Priority Dispatch Report. enter XXX Field Service Department (where XXX are your initials). select New Department. 4. Example • Machining Department • Shipping Department • Assembly Department Menu Path Navigate to this program from the Main Menu: • Production Management > Job Management > Setup > Department • Production Management > Quality Assurance > Setup > Department • Production Management > Scheduling > Setup > Department Workshop .

such as street address.This is the dollar amount that applies to labor transactions.Select the home department of the employee. the employee is automatically part of Employee Maintenance. • If the Payroll module is installed. update the employee details. Employees perform work on jobs and enter labor in Time and Expense Entry. Phone . Labor Rate . but this information is useful to users.Application Setup Field Service Course Employee Maintenance Use Employee Maintenance to create an employee record. • An employee added to Payroll Employee Maintenance cannot be added again in Employee Maintenance.Select the supervisor of the employee. They automatically display in the Employee file.This is the name of the contact in case of emergency. city. state and zip. The Epicor application does not require some of this information. enter employees. Employee Maintenance is most valuable if you do not have the Payroll module.This section contains general employee information. Emergency . An employee can start a shift when the payroll administrator is unavailable.This section contains emergency contact information. If necessary. The payroll administrator can pull the entry into the Payroll module at a later time. the associated password is required for the employee to log into the Manufacturing Execution System (MES). where you can activate other fields. Department . The Job Management module uses an employee file separate from the Payroll module. Temporary employees who report time must also be entered in Employee Maintenance. Menu Path Navigate to this program from the Main Menu: • Material Management > Inventory Management > Setup > Employee • Production Management > Job Management > Setup > Employee • Service Management > Expense Management > Setup > Employee • Service Management > Field Service > Setup > Employee • Service Management > Project Management > Setup > Employee • Service Management > Time Management > Setup > Employee Fields The following are some of the key fields used in Employee Maintenance.This is the phone number of the contact in case of emergency. You can return to Payroll Employee Maintenance at any time to select this check box. 22 Epicor ERP | 9.Select the default expense code for the labor of the employee.Select the shift of the employee. If you select the Active Employee check box in Payroll Employee Maintenance. the employee is entered in Employee Maintenance to allow them to record time.607 . this field is unavailable and the rate is maintained in the Payroll module.05. In this scenario. Employee Information . Contact . If an employee is connected to a User ID. If the Payroll module is installed.This section contains shop data about the employee. the employee record updates automatically. When you update employee details in the Payroll module. Shift . Supervisor . Production Information . Expenses .

In this case. Note If the AMM module is installed. this check box is automatically selected. Since the Report Quantity function is located on the Production sheet.Select this check box if this employee is a warehouse manager. Note If the AMM module is installed. Payroll Employees .Select this check box if this is a payroll employee. Status . Production Worker . Note that if this is the first shop employee entered in the database.05. Note If the AMM module is installed.Field Service Course Application Setup Status . Report Non-Conf Quantity . It has no effect if only the Data Collection module is installed.Select this check box if this employee is allowed to report non-conformance quantities. Service Technician . this check box is available. it determines whether this shop employee has access to the Production sheet in the AMM and Data Collection module. This allows access to this entry using the Payroll module. Material Handler . this check box is active.Select this check box if this employee handles material. Only this employee can be assigned to a warehouse team in Warehouse Team Maintenance in the Employee sheet. It determines whether this shop employee has access to the Materials sheet in certain transactions. Only employees designated as a warehouse manager can access the Queue Manager to manage queued transactions processed by handheld devices in the warehouse. Selecting this check box allows the shop employee into the Report Quantity function on the Plant Floor Interface. this check box is available. Epicor ERP | 9.Select this check box if the shop employee can override allocations. this check box is unavailable if the shop employee is not marked as a Production worker. Selecting this check box allows the shop employee into the Request Material function on the Plant Floor Interface. Shop Supervisor . this check box is active. Note Only shop employees marked as Production workers have access to functions on the Production sheet in labor transactions.Select this check box if the duty of the shop employee involves shipping or receiving. It determines whether this shop employee has access to the Supervisor sheet in the AMM module and Data Collection module. Shipping/Receiving .This section contains several attributes an employee can have assigned to them. Request Material . Since the Request Material function is located on the Production sheet. Note Only shop employees marked as Production Workers have access to functions on the Production sheet in labor transactions.Select this check box if this employee is a shop supervisor. this check box is unavailable if the shop employee is not marked as a Production worker.Select this check box if this employee is a production worker. Note If the Advanced Material Management (AMM) module is installed.Select this check box if the shop employee can override job specifications. Can Override Allocations .This specifies that the duty of the shop employee involves reporting quantity. It determines whether this shop employee has access to the Shipping/Receiving sheet in the AMM module. Report Quantity . if this check box.Select this check box if this employee is a service technician and the Field Service module is installed.607 23 . Override Job . or the Shipping/Receiving check box is selected. or the Material Handler check box is selected. Only employees for which this check box is selected can override allocations for Packing or Picking type transactions in a warehouse.Selected this check box if this employee can record scrap quantities.Select this check box if the duty of the shop employee involves requesting material. Warehouse Manager . You can only assign this employee to a warehouse team in the Employee sheet in Warehouse Team Maintenance if this check box.Select active or inactive. Report Scrap Quantity .

7.Set Up a Shop Employee In this workshop. Enter the following information: Field Data Shift Afternoon Expense ManufacturingSupport Department XXX Field Service Department (where XXX are your initials) Labor Rate 17. 8. Enter the following information: Field Data Address Your street address City Your city State/Prov Your state Postal Code Your postal code Phone Your telephone number Email Your email address Supervisor 105 Contact Emergency contact of your choice Phone Emergency contact's phone number of your choice 5.50 9. 2. enter XXX (where XXX are your initials).Application Setup Field Service Course Workshop . In the Status pane. In the Name field. enter your full name. 3. select the Service Technician check box. 24 Epicor ERP | 9. Click New. 4. 6. Navigate to the Production Info sheet. create your employee record to work as a service technician. In the Status field. verify Active displays.607 . Navigate to Shop Employee Maintenance. Click Save and exit Shop Employee Maintenance. In the ID field. Menu Path: Service Management > Field Service > Setup > Employee 1.05.

Burden rates roll up to ensure rates are set up accordingly. and miscellaneous charges. you must set up certain Job Management programs.This identifies which resources in the resource group are assigned to the job. Field Service Operations When a service call is created.This identifies what is to be done. the burden rate would be set at the resource level. Jobs are comprised of: • Operations . a technician or a piece of equipment. for example. material.Field Service Course Application Setup Job Management Maintenance Program Setup In order to successfully operate the Field Service module. An example of this is a service technician resource group with three resources. Field Service Resource Group and Resources Resource groups and resources are used on service call jobs. not the resource group level.607 25 .05.This identifies where the job is to be done. In this case. Each resource group must have at least one resource. a job is typically created to report labor. A technician. • Resource Groups . a technician with specific equipment. • Resources . Epicor ERP | 9. and a technician with a van can have different burden rates.

In some cases. the customer returns the part for service or replacement. You are the service manager for Barriston Corporation. and out-of-warranty services. The service call infrastructure includes creating service contracts and warranty contracts.Daily Processing Field Service Course Daily Processing This section of the Field Service course covers warranty parts and service contracts. the technicians travel to the customer site. Service calls are entered for installation. warranty services. a manufacturer of satellite antenna systems. creating service jobs. Your duties include entering service calls. The antenna systems are complex and usually require a technician to install and service them. and assigning technicians to jobs. The scenario below is used in the following workshops and represents a common scenario in a service manager's work day. while in other cases.607 . 26 Epicor ERP | 9.05.

607 Daily Processing 27 .Field Service Course Epicor ERP | 9.05.

3. 2. You receive a purchase order from Clarke Construction Co. Use part XXX-050 created in the Workshop . Warranties are similar to guarantees. This part was assigned a warranty of one year of full coverage which includes material. labor. For example. for the purpose of this course. Ship By Enter the date 2 days before the Need By date.Create a Warranty In this workshop. then ship and invoice the order. Note Although shipping would most likely be handled by others in the organization.607 . Warranties are similar to insurance policies. FOB Factory Epicor ERP | 9. Enter a Sales Order for a Warranty Part Navigate to Sales Order Entry. Warranties exist on numerous products. Menu Path: Sales Management > Order Management > General Operations > Order Entry Tip The CRM menu path is: Customer Relationship Management > Order Management > General Operations > Order Entry 1. Warranties provide extra customer protection if problems arise after the sale. the warranty becomes active. create a sales order for the parts requested by Clarke Construction Co. enter CLARKE and press Tab. select New Order. some are issued and underwritten by insurance companies. for 10 units of part XXX-050 and 10 units of part DCD-100-SP to be delivered in two weeks. and miscellaneous costs. electrical retailers often offer to sell a warranty on their products which covers accidental damage and the cost of repairs and replacement parts. unlike guarantees. Enter the following information: 28 Field Data Need By Enter the date two weeks from today. from small electronics. in that they provide a legally-binding assurance that any problems caused by manufacturing defects during a set period will be remedied..Daily Processing Field Service Course Warranty Parts A warranty is a guarantee of the integrity of a product and of the responsibility of the manufacturer for repair or replacement of defective parts. In the Customer field. From the New menu. to homes and automobiles. Workshop . the customer normally pays for this extra protection. However. Once a sales order is shipped and invoiced. it is necessary to complete this workshop in order to proceed.Design a Part as Covered by Warranty. to infomercial products. in fact. Either the seller or the manufacturer dictates the extent to which warranties apply. Warranties are sold on the basis that they will provide the customer with peace of mind over the first few years of ownership.05.

Menu Path: Material Management > Shipping / Receiving > General Operations > Customer Shipment Entry 1. 5. 2. 5. select New Pack. From the New menu. Epicor ERP | 9. search for and select Line 2 and Release 1 for part DCD-100-SP. 4.Field Service Course Daily Processing 4. In the Order Number field. Navigate to the Summary sheet and select the Shipped check box to make the packing slip available to invoice. Ship the Sales Order for Clarke Construction Co. select New Line. Navigate to Customer Shipment Entry. 6. select New Line. 3. 8. From the New menu. From the New menu. In the Line/Rel field. Navigate to the Lines > Customer Shipment Entry > Detail sheet.05. Click Save and record the sales order number ____________.607 29 . Exit Sales Order Entry. enter the sales order created for Clarke Construction Co. select New Line. 6. 7. Enter the following information: Field Data Part/Rev DCD-100-SP Order Quantity 10 Tax Category Products 10. 7. From the New menu. 11. select New Line. In the Line/Rel field. Enter the following information: Field Data Part/Rev XXX-050 (where XXX are your initials) Order Quantity 10 Tax Category Products 8. From the New menu. Navigate to the Lines > Detail sheet. in the Workshop Enter a Sales Order for a Warranty Part. 9. search for and select Line 1 and Release 1 for warranty part XXX-050 (where XXX are you initials). Click Save.

On the Standard toolbar. the invoice for Clarke Construction Co. To the Created Invoices message. select the packing slip created for Clarke Construction Co. The Invoice Form displays. click OK to continue. From the Actions menu. 8. select Group > Print Invoices. In the Packing Slips grid. To the Are you sure? message. click Submit. Review the invoice details and close the Invoice Form and the Print Invoices window. run this command periodically so customers are invoiced. 5. 13. Menu Path: Financial Management > Accounts Receivable > General Operations > Invoice Entry 1. The Print Group window displays. In the Invoices grid. 7. The Get Shipments window displays. Exit Customer Shipment Entry. In the Group ID field. display. enter WrtyXXX (where XXX are your initials). The AR Invoice Post Process window displays. 3.607 . Invoice the Warranty Part Navigate to AR Invoice Entry. In the AR Invoice Post Process window. click Print Preview. From the Actions menu. From the Actions menu. The Packing Slip Browse window displays. select Group > Post. Close the AR Invoice Post window. 10. 4. If you have contracts with recurring billings. 11.05. 9. Click Save and record the pack ID number _______________. 30 Epicor ERP | 9. 12. In the Get Shipments window. click Yes to confirm.Daily Processing Field Service Course 9. Exit AR Invoice Entry. 14. click the Manual Selection button. 10. select New Group. From the New menu. 6. 2. in the previous workshop and click OK. One of the commands is to Get Contract Billing. select Get > Shipments.

Use the Filter sheet(s) to select the specific records to include on the report. A service contract. parts. or generate. Once a service contract is established for a customer. however. refer to the Filters Overview topic in the Application Help. while service contracts cost extra and are sold separately. and as service calls are dispatched. It can be run for a specific time period or for active or expired warranties and can be filtered by warranty code. with information on coverages. preview. or part. you can add and remove lines on the contract. Without clearly defined and agreed contracts. labor. Navigate to this program from the Main Menu: • Service Management > Field Service > Reports > Warranty Status Service Contracts A service contract is a formal. If you add a new line to the contract. Use the Filter sheet(s) to select the specific records to include on the report. Use the Selection sheet to select the report parameters. For more information. are included in the price of the product. Warranties. the contract can be invoiced by creating a sales order and shipping the contract. customer. and expectations of customer and supplier expectations can fail to match. refer to the System Monitor Overview topic in the Application Help. the costs can be tracked against the service contract. provides repair and/or maintenance for a specific time period.Field Service Course Daily Processing Warranty Analysis Report Use the Warranty Analysis Report to summarize existing warranties and show costs incurred on warranty service calls. refer to the System Monitor Overview topic in the Application Help. Each contract line must have its own billing. customer.607 31 . Service Contract Entry Use Service Contract Entry to set up service contracts for customers.05. or generate. and miscellaneous charges are selected as either covered or not on the contract. misunderstandings can develop. It can be run for a specific time period or for active or expires warranties and can be filtered by warranty code. Epicor ERP | 9. Navigate to this program from the Main Menu: • Service Management > Field Service > Reports > Warranty Analysis Warranty Status Report Use the Warranty Status Report to summarize existing waranties and show costs incurred on warranty service calls. Important For more information on how to review any report status you print. or you can invoice the service contract directly in AR Invoice Entry. refer to the Filters Overview topic in the Application Help. Material. binding contract between a service consumer and a service provider. and projects. preview. you can use the Get > Contract Billing command in AR Invoice Entry to invoice the particular line. After the service contract is invoiced. or part. For more information. start and end dates. agreed. Use the Selection sheet to select the report parameters. Service contracts are essential business tools for professional trading and business relationships and are generally the most economical method for servicing or maintaining equipment. like a warranty. Important For more information on how to review any report status you print.

2. 32 Epicor ERP | 9. From the New menu. 2. enter Clarke and click Tab. verify the date 1 year from today displays. select New Line.Create a Service Contract Clarke Construction Co. Enter a Service Contract Navigate to Service Contract Entry. From the New menu. From the New menu. 7. enter 10. enter part DCD-100-SP and press Tab. and invoice the service contract to activate it. Click Save and record the contract number _____________. 8. 4. Menu Path: Sales Management > Order Management > General Operations > Order Entry Tip The CRM menu path is: Customer Relationship Management > Order Management > General Operations > Order Entry 1. Note Although invoicing is not part of the Field Service module. 6. In the Type field. create a service contract for part DCD-100-SP. in the Start Date field. 10. 11. select 1 Year. In the End Date field. it is necessary to invoice both packing slips created in the previous workshop in order to proceed.05. it is set to 1 year. In this workshop. ship the sales order. Create a Sales Order Navigate to Sales Order Entry.Daily Processing Field Service Course Menu Path Navigate to this program from the Main Menu: • Service Management > Field Service > General Operations > Service Contract Entry Workshop . wants to purchase a service contract for part DCD-100-SP ordered in the previous workshop. verify today's date displays. enter Clarke and press Tab. 3. select New Contract. Menu Path: Service Management > Field Service > General Operations > Service Contract Entry 1. In the Billing Dates pane. create a sales order for the contract line. Exit Service Contract Entry. The contract duration is assigned in Service Contract Code Maintenance.607 . In the Contract Qty field. 5. in this case. 9. Navigate to the Line > Detail sheet. In the Part/Rev field. Mtl & Labor. In the Customer field. select New Order. In the ID field.

607 33 .05. 9. click the Manual Selection button. Navigate to the Lines > Customer Shipment Entry > Detail sheet. Epicor ERP | 9. In the Contract field. in the previous workshop task. In the Ship By field. From the Actions menu. Navigate to the Summary sheet and select the Shipped check box to make the packing slip available to invoice. 5. 7. Invoice the Service Contract Navigate to AR Invoice Entry. select New Group. The Contract Billing Browse window displays. enter the contract number created for Clarke Construction Co. 5. 4. 3. From the New menu. The Contract Billing command is used to invoice a particular line added to a service contract.Field Service Course Daily Processing 3. enter the sales order created in the previous workshop task for Clarke Construction Co. 2. enter the date two weeks from today. In the Need By field. search for and select Line 1 and Release 1 for part DCD-100-SP. Menu Path: Financial Management > Accounts Receivable > General Operations > Invoice Entry 1. 2. 4. Navigate to the Lines > Detail sheet. select New Line. select Get > Shipments. Click Save and record the pack ID number _______________. In the Order Number field. 8. 4. enter the date two days before the Need By date. Exit Customer Shipment Entry. In the Contract Billing window. From the New menu. From the New menu. Exit Sales Order Entry. Click Save and record the sales order number ________________. In the Group ID field. select New Contract Line. Menu Path: Material Management > Shipping / Receiving > General Operations > Customer Shipment Entry 1. enter ServXXX (where XXX are your initials). 3. 8. In the Line/Rel field. get recurring contract billing. select New Pack. 6. From the New menu. and directly invoice service contracts that do not require shipping a contract. 6. Ship the Sales Order Navigate to Customer Shipment Entry. 7.

To the Are you sure? message. In this case. select 4 Month . Navigate to the Summary sheet.Material Coverage. 3. Click Save and record the contract number ________________. the invoices details display. 10.Material Coverage service contract code has the Ship Contract check box clear. In the Service Contract grid. From the New menu. From the New menu. create a service contract and invoice the contract directly in AR Invoice Entry. Note This check box is enabled if the Ship Contract check box in Service Contract Code Maintenance is clear. 5. In the Type field. Select the Ready to Invoice check box. Create a Service Contract Navigate to Service Contract Entry. The 4 Month . click OK to continue. 6. 9. 7.Daily Processing Field Service Course 5. select the contract created for Clarke Construction Co. Click Save. requested a service contract for 15 units of part DCD-200-ML. select Group > Print Invoices from the Actions menu.05.00. In the Contract Qty field. the contract does not need to be shipped to the customer. In the Part/Rev field.607 . select New Contract. 11. and click OK. Colorado Metals. search for and select part DCD-200-ML. Click Save. enter 15. In the Invoices grid. Select this check box to indicate the contract is ready to invoice and it is unnecessary to create a sales order and ship the order. search for and select Colorado Metals. To the Created Invoices message. Navigate to the Line > Detail sheet. 7. 4. For more details on the invoiced line. 8. 34 Epicor ERP | 9. A new customer. Workshop . Exit AR Invoice Entry. allowing you to directly invoice the contract. Menu Path: Service Management > Field Service > General Operations > Service Contract Entry 1. 2. In the ID field. 8. select New Line. 9. 6.Invoice a Contract Directly In this workshop. click Yes to confirm.

you can add or remove lines on the contract.Field Service Course Daily Processing 12. select New Line. Epicor ERP | 9. 9. Menu Path: Financial Management > Accounts Receivable > General Operations > Invoice Entry 1. click OK to continue. 6. 3. From the New menu. To the Are you sure? message. select Get > Contract Billing. In the Part/Rev field. select the service contract number created for Colorado Metals in the previous workshop task and click OK. you receive another call from Colorado Metals requesting part 1032X050 be added to the contract. Menu Path: Service Management > Field Service > General Operations > Service Contract Entry 1. 5. In the Invoices grid. In the Contract Billing window. In the Group field. click Yes to confirm. search for and select part 1032X050. Navigate to the Line > Detail sheet. Notice the Invoiced message displays.Add a Line to an Invoiced Contract Once the service contract line is invoiced. Exit AR Invoice Entry. To the Created Invoices message. 8. From the Actions menu. The Contract Billing window displays. click the Manual Selection button. In the Contract field. 2. Add a Part to the Contract Navigate to Service Contract Entry. 3. Workshop .Invoice a Contract Directly and press Tab. enter ContXXX (where XXX are your initials). Click Save. From the New menu. 7. the invoice for Colorado Metals displays. After the service contract for part DCD-200-ML is invoiced. Invoice the Service Contract Navigate to AR Invoice Entry. In this workshop. 4. enter the contract number created for Colorado Metals in the Workshop . In the Service Contract grid. The Contract Billing Browse window displays. 2.607 35 . select Group > Print Invoices from the Actions menu. Exit Service Contract Entry. select New Group. For more details on the invoiced line. add a new line to the existing contract.05. 4.

refer to the Filters Overview topic in the Application Help. select Group > Print Invoices from the Actions menu. Navigate to the Summary sheet. Important For more information on how to review any report status you print. Select the Ready to Invoice check box to invoice the new line. Menu Path: Financial Management > Accounts Receivable > General Operations > Invoice Entry 1. 6. 2. For more information. Click Save and exit Service Contract Entry. 36 Epicor ERP | 9. 4. An Uninvoiced Line message displays to alert you there is a line that has not been invoiced in the contract. select Get > Contract Billing. 5. Invoice an Added Line Navigate to AR Invoice Entry. 9. For more details on the invoiced line.Daily Processing Field Service Course 5. you must invoice the new line. or contract code. It can be run for a specific time period for active or expired contracts and can be filteres by customer. The Contract Billing window displays. 8. In the Contract Qty field. Use the Selection sheet to select the report parameters.607 .05. From the Actions menu. 6. launch AR Invoice Entry to invoice. In the Contract Billing window. Exit AR Invoice Entry. In the Service Contract grid. Click Save. Once you add a line to an invoiced contract. select the contract number for Colorado Metals and click OK. enter LineXXX (where XXX are your initials). 9. enter 15. To the Created Invoices message. Click Save. part. Service Contract Analysis Report Use the Service Contract Analysis Report to summarize service contracts and determine profitability by comparing the invoice price of the contract with the costs incurred on service calls. 7. To the Are you sure? message. 8. 7. preview. Use the Filter sheet(s) to select the specific records to include on the report. In the Invoices grid. From the New menu. click Yes to confirm. click the Manual Selection button. Since the Type is set to invoice directly. click OK to continue. select New Group. the invoice details display. or generate. refer to the System Monitor Overview topic in the Application Help. 3. In the Group field. The Contract Billing Browse window displays.

2. and run the Get Contract Billing command in AR Invoice Entry.Field Service Course Daily Processing Navigate to this program from the Main Menu: • Service Management > Field Service > Reports > Service Contract Analysis Service Contract Status Report Use the Service Contract Status Report to summarize service contracts. In the ID field. part. refer to the Filters Overview topic in the Application Help. Order/Line field. create and invoice a recurring service contract. For more information. select New Contract. 7. ship the order. 3. search for and select sales order number 5118. From the New menu. It can be run for a specific time period for active or expired contracts and can be filtered by customer. In the Type field. You must create the recurring service contract. Menu Path: Service Management > Field Service > General Operations > Service Contract Entry Create a Service Contract 1. Workshop .05. In the Part/Rev field. enter ADDISON and press Tab to display the default information. 5. preview. to purchase a recurring service contract for part DCD-200-ML. refer to the System Monitor Overview topic in the Application Help. select the XXX One Year Material Only (where XXX are your initials) service contract. You receive a purchase order with number 65778900-10 from Addison INC.607 37 . Menu Path Navigate to this program from the Main Menu: • Service Management > Field Service > Reports > Service Contract Status Recurring Invoice Recurring billing and automated invoicing allows you to automatically create and send invoices at weekly. Use the Filter sheet(s) to select the specific records to include on the report. monthly. From the New menu. Navigate to the Line > Detail sheet. DCD-200-ML automatically displays. Use the Selection sheet to select the report parameters. 6. Epicor ERP | 9. or contract code. enter a sales order to activate the contract. Part DCD-200-ML was purchased previously on sales order number 5118. In the Ref. Navigate to Service Contract Entry.Establish Recurring Service Contracts In this workshop. 4. Click Save and record the contract number ___________. or generate. select New Line. Important For more information on how to review any report status you print. or yearly intervals which automatically bill customers.

You can verify this in Fiscal Calendar Maintenance. 10. select New Group. select the last date of the current month. In the Invoicing pane. click OK to continue. Note This option is set in Service Contract Code Maintenance. 7. To the Are you sure? message. select Get > Contract Billing. The Recurring options were set in the Workshop . In the Invoices grid. Navigate to the Header > Detail sheet. click Yes to confirm.Establish Recurring Service Contracts and click OK. 11. From the Actions menu. In the Invoice Date field. verify Field Service Monthly displays.05.Set Up a Service Contract Code. Select the Ready to Invoice check box.607 . The Recurring Billing Browse window displays. 12. Service contracts marked as recurring with the recurring billing date entered on the customer record are invoiced when you run the Get > Contract Billings command. 3. 2. for more information. Exit AR Invoice Entry. Click Save and exit Service Contract Entry. created in the Workshop . 5. enter RecXXX (where XXX are your initials). you must enter the next End Date scheduled in the Field Service Monthly frequency period. Menu Path: Financial Management > Accounts Receivable > General Operations > Invoice Entry 1. Generate a Recurring Contract Billing Invoice Navigate to AR Invoice Entry. 4. invoice displays. In the Frequency Period field. refer to the Field Service module in the Application Help. 9. The Get Recurring Invoices window displays. verify the Recurring check box is selected. Click the Manual Selection button. 38 Epicor ERP | 9. select the contract number for Addison INC. 9. 6. the Addison INC. From the New menu. To the Created Invoices message. In the Service Contract grid. In the Invoice Date field. 8. In the Group ID field.Daily Processing Field Service Course 8. Note The Frequency Period is set in Service Contract Code Maintenance and the frequency period is created in Fiscal Calendar Maintenance.

05. Epicor ERP | 9.Field Service Course Daily Processing Service Calls This section of the course covers entering a service call. A service call is a trip a repairman makes to the location of something in need of service.607 39 . dispatching a technician. charging labor and material to a service call. and invoicing the service call.

Enter a Service Call for a Warranty Part You receive a call from Clarke Construction Co. the Main Menu appears as: • Customer Relationship Management > Sales and Marketing Management > General Operations > Service Call Center Workshop . Navigate to Service Call Center.Daily Processing Field Service Course Service Call Center Use Service Call Center to enter and track field service calls for a particular customer.607 . why they need service. Menu Path Navigate to this program from the Main Menu: • Sales Management > Customer Relationship Management > General Operations > Service Call Center • Service Management > Field Service > General Operations > Service Call Center For CRM users. Navigate to the Line > Detail sheet. Navigate to the Header > Detail sheet. 8. Click Save. Enter the following information: Field Data Request Date Today's date Scheduled Date Today's date. 2. 3. A service call details the parts that need service. In this workshop. Menu Path: Service Management > Field Service > General Operations > Service Call Center 1. two hours from now Duration (Days) 1 Priority Normal Call Type Standard Service 5. 4. From the New menu. The Service Call Center also provides the ability to assign technicians to a service call. enter XXX-050 (where XXX are your initials) and press Tab. From the New menu. 9. In the Part/Rev field. The nature of the problem is unknown at this time. select New Call. 40 Epicor ERP | 9. 7. and the service contract or warranty coverage for the parts. so the technician needs to make a diagnosis in the field. In the Customer field.05. saying that one unit of part XXX-050 that was recently shipped and is under warranty for repair. 6. select New Line. select Failure within Warranty. In the Reason field. enter a service call for maintenance of this part. enter CLARKE and press Tab.

In the Customer field. In the Reason field. two hours from now Duration (Days) 1 Priority Normal Call Type Standard Service 5. the phone rings again. enter DCD-200-ML and press Tab. From the New menu. Click Search. 8. select New Line. Click the Assign button. From the New menu.Enter a Service Call for a Service Contract As soon as you finish entering the service call for Clarke Construction.Create a Service Contract and click OK. 11. Epicor ERP | 9. Navigate to the Header > Detail sheet. in the Workshop . In the Search Results grid. select the contract number created for Addison Inc. 3. Workshop . 4. In the Contract field. Navigate to the Summary sheet and record the call number for Clarke Construction _______________. 11. Navigate to the Technicians > List sheet. Click Save and remain in Service Call Center.05. select XXX (where XXX are your initials). 12. 10. 13. They request standard service for the item and hope to schedule the service as soon as possible. 6. 12. 9.607 41 . right-click and select Open with > Service Contract Search. 7. The Service Technician Dispatch report can be printed at the beginning of each day to schedule technicians. Navigate to the Line > Detail sheet. 2. 1. Enter the following information: Field Data Request Date Today's date Scheduled Date Today's date. select New Call. The Service Contract Search window displays. In the Technicians grid. Also. in the ID column. This time it is Addison INC requesting service for part DCD-200-ML.Field Service Course Daily Processing 10. In the Part/Rev field. 14. Navigate to the Summary sheet and record the call number _______________. the Priority Dispatch report can be run by department to show all open service call jobs. enter ADDISON and press Tab. select Failure outside of Warranty.

3. select Create Service Call Job. 1. create a job for the service call using the Create Service Call Job option.Daily Processing Field Service Course 13. The service call job number contains the service call number. From the Actions menu. The Operation Search window displays. Any miscellaneous charges can be entered at the same time. including the part number. and due dates from the service call.00. Click Search. Miscellaneous Charges Travel expenses are $35. description. defaults into the job if it is engineered and released.05. All the information. A job template can be set up with specific operations and commonly-used parts. Minimize Service Call Center and Job Entry. 1. Click Save and remain in Service Call Center. set up the warranty service job so it is ready to accept the labor and material used.Prepare a Service Job for Labor and Material Reporting In this workshop. Material The service technician has returned and indicated the following parts were used: Part Number Description Quantity 516LN Nylon Nut 1 516x075B Bolt 1 Time The entire job took four hours to complete. This job has no operations or material requirements to report against. Workshop . 42 Epicor ERP | 9. Click the Operation button to search for operations.607 . 3. Click Save and remain in Job Entry. along with a sequential number that refers to how many jobs are created for this call. Navigate to the Engineering > Operation Master sheet. 2. The Job Entry window displays. The Get Details from Jobs function can be used to eliminate much of the work necessary to create and maintain service call jobs. 2. Workshop .Enter a Service Call Job In this workshop. Add Operations and a Resource Group to a Service Job Maximize Job Entry.

7. select operation FS010. 11. In the Quantity pane. In the Operations grid. 3. 4. 8. enter 3 and click Save. 2. Navigate to the Job Details > Operations > Detail sheet. 10. Select the Return All Rows check box and click OK. 10. In the Part Search window. drag and release operation FS010 to the tree view in the Operations node. In the tree view. 5. In the Part Search window. 14. in the ResourceGrpID column. 15. Navigate to the Job Details > Materials > Detail sheet. Navigate to the Engineering > Parts sheet. Operation FS010 displays in the tree view. click the Options button. Add Parts and a Subassembly to a Job 1. 13. click Search. The Part Search window displays. The Resource Group Search window displays. search for and select the operation Service Technician with Van and click OK. The parts display under the Materials node in the tree view. select SERVC. Navigate to the Engineering > Resource Groups sheet. Click OK. The Search Options window displays. right-click the job and select Tree > Expand Tree. in the Qty/Parent field. Epicor ERP | 9. 7. select both parts. In the Parts grid. 6. In the Resource Groups grid. 8.Field Service Course Daily Processing 4. Click the Resource Group button. 12.05. Resource group SERVC displays in the tree view. Click the Part button. search for and select Service Technician and click OK. press Ctrl. In the Search Results grid. In the Operations grid. verify 1 displays.607 43 . press Ctrl and select parts 516LN and 516X075B. 9. and release them in the tree view in the Materials node. In the Search Results grid. In the Search Results grid. Drag and release the SERVC resource directly below Operations > Resources in the tree view. 6. In the Prod Std field. 9. Click Search. 5.

44 Epicor ERP | 9. right-click Materials and select Add Material. 12. Maximize Service Call Center. 11. 13. enter Travel Time.05. The Job Details > Materials > Detail sheet displays. Navigate to the Line > Line Pricing sheet. search for and select 00C2A. right-click Subassemblies and select Add Subassembly. 3. 14.607 .Daily Processing Field Service Course 11. 10. Select the Misc Charge check box. 6. 14. Click Refresh to view the planned service call job estimates. 2. In the Part/Rev and Desc fields. In the tree view. Enter the following information: Field Data Reason Failure outside of Warranty Misc Charge Engineering Charge Billable Select this check box Unit Price 35 7. In the Misc Charge field. 13. Navigate to the Job Details > Materials > Material Service sheet. enter 1 and click Save. Enter Miscellaneous Charges 1. The Job Details > Assemblies > Subassemblies > Detail sheet displays. 4. From the Job field. In the tree view. select Travel Expense. Exit the Service Call Center. Click Save and exit Job Entry. 9. 12. In the Pull Qty field. 5. Navigate to the Job sheet. In the Part field. 8. Repeat step 10 for material 516LN. Select the Engineered and Released check boxes. record the service call job number ________________.

Menu Path: Service Management > Field Service > General Operations > Time and Expense Entry 1.607 45 . In the Labor Qty field. and lunch times. 2. In the Job field. clock out. enter 1. Entering in the labor quantity marks the operation as complete. search for and select the service call job number recorded in the previous workshop. select 10. In the Employee field. Navigate to Time and Expense Entry. enter XXX (where XXX are your initials) and press Tab. Shift start and stop times display. verify today's date is selected. 7. along with actual and adjusted clock in. 3. In the Labor Type field. 5. If an employee does not work the total amount of the shift or works overtime. in the Starting at field. verify Production defaults. The Time > Daily Time > Detail > Detail sheet displays. Epicor ERP | 9.00. In the Labor Hrs and Burden Hrs fields. change the Adjusted Clock In or Clock Out times to reflect the actual amount of time worked during the day. enter SRV to filter the jobs. 6. select New Time Detail.Field Service Course Daily Processing Workshop . From the New menu. charge labor against the job created for the service call. 2. 1. In the Calendar pane. In the Job Search window. 3. 4. 4. enter 8. select New Time. In the Operation field. The Time > Daily Time > Summary > Detail sheet displays. Record Time and Quantity Information Record time and quantity information for service call job operations.Report Labor to a Service Call Job In this workshop. Accept the defaults and click Save.05. From the New menu. This workshop consists of four processes: • Record time and attendance • Record job operation time • Verify entries • Review service call job results Record Time and Attendance Record time and attendance to track who reports time and the total labor hours for the day. Click Save.

Menu Path: Material Management > Inventory Management > General Operations > Mass Issue to Mfg 46 Epicor ERP | 9. Exit Time and Expense Entry. Exit the Labor Edit Report. and billable charges. actual. 4.Enter a Service Call for a Service Contract. Minimize the Service Call Center. enter the service call number created for Addison INC. Navigate to the Line > Line Pricing sheet to display the estimated. The Labor Edit Report window displays. issue all materials for the service call job. Menu Path: Service Management > Field Service > General Operations > Service Call Center 1. Click Print Preview. In the Begin Date field. 6. Menu Path: Production Management > Job Management > Reports > Labor Edit 1.Daily Processing Field Service Course 8. In the Labor Edit Report. Navigate to Mass Issue to Manufacturing.607 . Note Labor was not covered in this service contract. 2. in the Workshop . 2. review the service call line pricing and verify charges are correct. In the End Date field. select today's date. Run the Labor Edit Report After all service department labor is posted in Time and Expense Entry. In the Call Number field. it displays in the Billable section. Navigate to the Service Call Center. as well as the correct operation.05. Review the Labor Edit Report information. after the Employee label. it is important to run the Labor Edit report and verify time is recorded properly to the correct job. search for XXX (where XXX are your initials) to review your labor details. 3. Close the Labor Edit Report window. Review the Service Job in the Service Call Program In this workshop. select today's date. Workshop .Report Material Consumed In this workshop. The data collection labor entry method is not explained here because offsite employees may not have access to a terminal. 5. they show as billable. Navigate to the Labor Edit Report. Since miscellaneous charges were not covered. 3.

The tree view indicates there are subassemblies on this job. The Issue > List sheet displays. and billable charges in the call number created for Addison INC and close the service call in order to mark the service call job as complete.Review and Close the Service Call In this workshop. Click the Issue button. you can choose to issue for the top level assembly or all subassemblies. 4.607 47 . 3. the quantities can be changed in the Quantity field. Navigate to the Summary sheet. Workshop . In the Job field. Close a Service Call Close the service call for Addison INC. Menu Path: Service Management > Field Service > General Operations > Service Call Center 1. 2. select Close Service Call.Field Service Course Daily Processing 1. To the Service Call Center message. select the Include Subassemblies check box to issue all material for this job. 1. The Job/Assemblies > Detail sheet can be updated. click Yes to close the service call. From the Actions menu. verify the service call for Addison INC displays. Click Save. if the total number of parts required on the job are not used. 4. it does not display in the Billable section. In the Assembly pane. This issues all material from the primary bin and warehouse. Click the Issue All button and then click OK. Epicor ERP | 9. To the Have all materials been issued for this Service Call? message. For example. Maximize the Service Call Center. Navigate to the Line > Line Pricing sheet.05. Since material was covered in this service contract. Exit the Service Call Center. In the Call Number field. actual. search for and select the service call job number created in the Workshop . 2. 5. 3. 3. 2.Enter a Service Call Job for part DCD-200-ML. click Yes. review the estimated. Click Refresh. 7. 6. Exit Mass Issue to Manufacturing.

48 Epicor ERP | 9. enter FSC-XXX (where XXX are your initials). From the New menu. select Addison INC and click OK. a service call can be re-opened. 5. click OK. click Yes to confirm. next to the Closed button. 3. verify the Invoiced status displays.607 .Enter a Service Call for a Service Contract for Addison INC. In the Invoices grid. select Get > Field Service Calls. verify the service call is marked as invoiced. 6. Exit AR Invoice Entry. call displays. Click the Sold To Customers button. Menu Path: Service Management > Field Service > General Operations > Service Call Center 1. In the Search Results grid. Navigate to AR Invoice Entry. 3. Navigate to the Service Call Center. 10. In the Call Number field. click OK to continue. In the Summary sheet.Daily Processing Field Service Course Workshop . Click Save. 2. 4. Once invoicing has occurred. Workshop . Menu Path: Financial Management > Accounts Receivable > General Operations > Invoice Entry 1. 2. In the Group field. search for and select the service call number created in the Workshop . 8. From the Actions menu. The Generate Field Service Invoices window displays. 9. the service call job is automatically closed and cannot be re-opened. the invoice created for the closed Addison INC. Service calls are not available in the job completion and closing function. invoice the service contract call for Addison INC. To the Created Invoices message.05. select New Group. In the Generate Field Service Invoices window.Review a Service Call Invoice In this workshop. however. To the Are you sure? message.Invoice a Service Call In this workshop. Exit the Service Call Center. 7. The Customer Search window displays.

Field Service Course Daily Processing Service Call Status Report Use the Service Call Status Report to summarize service call status for the specified time period by customer. Menu Path Navigate to this program from the Main Menu: • Service Management > Field Service > Reports > Service Call Status Service Technician Dispatch Report Use the Service Technician Dispatch Report to summarize technician dispatches for a specific time period. refer to the System Monitor Overview topic in the Application Help. Use the Filter sheet(s) to select the specific records to include on the report. refer to the System Monitor Overview topic in the Application Help. refer to the Filters Overview topic in the Application Help. preview. parts. or generate. It can be printed daily and used as a schedule by technicians. For more information. Use the Filter sheet(s) to select the specific records to include on the report. Navigate to this program from the Main Menu: • Service Management > Field Service > Reports > Service Technician Dispatch Epicor ERP | 9. Important For more information on how to review any report status you print.05. Use the Selection sheet to select the report parameters. or generate. refer to the Filters Overview topic in the Application Help. For more information. as well as list each employee separately per page. Use the Selection sheet to select the report parameters. It can be filtered by employee. or call types. Important For more information on how to review any report status you print.607 49 . preview.

Service Contract Renewals In this section of the course. Once the contract is renewed. The following diagram describes the steps to complete a service contract renewal. The records that fall within the filter defined populate in the contracts grid. you can add and remove items to it even if it is already invoiced. so it is necessary to specify the duration for the renewal. A renewal is used to extend the duration of a contract before the original expiration date. Note The Renewable check box must be selected in Service Contract Entry in order to renew a contract. Select the Get Contracts/Renewals option from the Actions menu to retrieve all the contract that expire prior to the Expire Date value.607 . Menu Path Navigate to this program from the Main Menu: • Service Management > Field Service > General Operations > Renew Contracts 50 Epicor ERP | 9. You can modify the amount to charge the customer as part of the renewal. When you renew a contract. Renew Contracts Use Renew Contracts to renew several contracts at once instead of one by one.Specialized Processing Field Service Course Specialized Processing This section of the course discusses special Field Service capabilities of the Epicor application.05. renew a service contract that is about to expire. It is necessary to create a quote and receive a signature of approval before invoicing the renewal. it can be directly invoiced. Note The duration of the renewal can be different from the duration of the original contract.

2. select Get Contracts / Renewals. Select and Renew a Service Contract Navigate to Renew Contracts. 3. Click the Select All button to select all contract records that display in the Contracts / Renewals grid. The first way is to use the Renew Contract process to select and renew one or several contracts at a time. renew the Colorado Metals contract that is about to expire using the contract created in the Workshop . 4. click the Submit icon. select a new Renewal Type. all contracts that expire prior to the expire date display. In the Contract field. verify the date four months from the Expire Date displays. 3. 4. The service contract expiration date is set to four months. 2. Colorado Metals wants to renew the contract for an additional eight months to complete the year cycle. In the Order pane. The second way is to use Service Contract Entry and select New Contract Renewal from the New menu. in the Renewed Until field. In the Contract/Renewals grid.607 51 .Invoice a Contract Directly for Colorado Metals and select the Selected check box. Menu Path: Service Management > Field Service > General Operations > Renew Contracts 1. Review Renewal Details Navigate to Service Contract Entry. Exit Renew Contracts. In the Expire Date field. In the Renewals Total field.05. On the Standard toolbar. When a contract is renewed. it is automatically renewed using the Type selected in the Header > Detail sheet. The contract increase is defined in Renewal Code Maintenance and is linked to the service contract code. Epicor ERP | 9. Click the Unselect All button to unselect all contract records that display in the Contracts / Renewals grid. From the Actions menu. To do this. select the date four months from today. Notice a Renewed message displays in green.Invoice a Contract Directly.Field Service Course Specialized Processing Workshop . enter the contract number created for Colorado Metals in the Workshop . In the Contracts / Renewals grid. Menu Path: Service Management > Field Service > General Operations > Service Contract Entry 1. Navigate to the Header > Detail sheet. verify the total reflects an increase of 15% from the Contract Total value.Invoice a Contract Directly and press Tab.Renew a Service Contract In this workshop. 5. Important There are two ways to renew a contract. Colorado Metal's four month contract is about to expire and they want to renew the service contract for an additional eight months to complete the year cycle. search for the contract created in the Workshop . The contract duration is set in Service Contract Code Maintenance and used in Service Contract Entry.

From the Actions menu. In the Invoice Date field. The Contract Billing window displays. Invoice the Renewed Contract Navigate to AR Invoice Entry. Navigate to the Header > Contract Renewals > Renewals sheet. click OK to continue. select New Group. 4. Menu Path: Financial Management > Accounts Receivable > General Operations > Invoice Entry 1. In the Group field. 3. Click Save and exit Service Contract Entry. In the Renewal Date field. In the Renewal Number column. record the date ____________________. in the Renewed Until field. In the Invoices pane. select Get > Contract Billing. In the Renewal Type field. Click Save. 11. click the Manual Selection button. 7. the invoice details display. In the Service Contract grid. Exit AR Invoice Entry. 8. From the New menu. 6. enter InvXXX (where XXX are your initials). 2. 9. 9. verify the date is eight months after the Renewal Date. 6. The Renewal Line Dates window displays. 10. In the Order pane.Specialized Processing Field Service Course 5.05. select 8 Month . The Contract Billing Browse window displays. In the Contract Billing window. This date is required in AR Invoice Entry to invoice the renewal contract. select the service contract number for Colorado Metals renewal contract and click OK. Select the Ready to Invoice check box. 7. In the Are you sure? message. enter the renewal date recorded in the previous workshop topic. click Yes to continue.Mtl Coverage. notice a 1 displays.607 . In the Renewal Line Dates window. 10. 5. To the Created Invoices message. 8. click Yes to update the renewal lines with the new Renewal Date and Renewed Until dates. 52 Epicor ERP | 9.

From the New menu. create a quote. The Header > Contract Renewals > Renewals sheet displays. 10.Field Service Course Specialized Processing Workshop . Click Save and close Service Contract Entry. In the User name and Password fields. Renewal lines are created for part DCD-200-ML. Verify you are in the Main Plant. 4. search for and select the contract created for Addison INC in the Workshop . 7. 1. This check box indicates the renewal will automatically generate a quote. you must be logged in as one of the salespeople. select the Ready to Quote check box and click Save. 2. in the Quote field. Set Up a Renewable Contract Navigate to Service Contract Entry. In the Quoted Renewal pane. select Change User ID. send it to the customer for approval. 8. Before invoicing the renewal. Addison INC wants a quote for the renewal increase so it can be approved. enter plane. verify XXX One Year Material Only (where XXX are your initials) display. highlight the renewal. Approve the Quote In order to approve the quote. 3. On the Header > Contract Renewals > Renewals sheet. 9. 5. Verify the Renewable check box is selected. In the tree view. Addison INC wants to renew this contract for another year. and invoice the contract renewal. The Log On window displays. select New Contract Renewal. 6. verify a quote number is generated and record the quote number _________________. Menu Path: Service Management > Field Service > General Operations > Service Contract Entry 1. select Generate Renewal Lines.607 53 .Establish Recurring Service Contract. From the Actions menu.Create a Quoted Contract Renewal In this workshop. In the Renewal Type field. 4. 2. 3. Click OK. Log in as Penny Lane. The service contract created for Addison INC has a duration of one year. Epicor ERP | 9. From the Options menu. Click Save.05. In the Contract field.

Click the Update button. This check box is automatically selected when the quote is complete and marked as won. 4. 3. 5. Verify the Generate Quote task displays with a green check mark. Navigate to the Tasks > Details sheet. In the Tasks for Quote tree. 3.05. Navigate to the Tasks > Tree sheet. Click the Update button. Navigate to the Summary sheet and verify a green WON message displays. 2.607 . 13. 6. In the Tasks for Quote tree. 11. select the Customer Approval task. it can be invoiced using AR Invoice Entry. 8. Exit Service Contract Entry. 7. Select the Complete check box and verify the Win option is selected. Exit Opportunity/Quote Entry. 2. In the Opportunity/Quote field. Select the Complete check box. verify the Quote Accepted check box is selected. 54 Epicor ERP | 9. 12. 14. In the Quoted Renewal pane. Note Once the customer approves the renewal contract. Click Save. select the Generate Quote task. 15. Navigate to the Tasks > Details sheet. Navigate to the Header > Contract Renewals > Renewals sheet. 9. Review Renewal Details Navigate to Service Contract Entry Menu Path: Service Management > Field Service > General Operations > Service Contract Entry 1. Navigate to the Tasks > Tree sheet. Select the Ready to Invoice check box. 10. 5. Menu Path: Sales Management > Quote Management > General Operations > Opportunity / Quote Tip The CRM menu path is: Customer Relationship Management > Quote Management > General Operations > Opportunity / Quote 1.Specialized Processing Field Service Course Navigate to Opportunity/Quote Entry. verify the quote number created in the previous workshop task displays. 4. Click Save.

In the Description field. Deferred revenue stems from the accounting concept of revenue recognition. 4. This does not get recorded as straight revenue because if something goes wrong with the job. For example. select New Contract Code. the money is at risk. create a service contract that covers software service and where you can post deferred revenue for the service agreement provided over the next year. the process is incomplete. Create a Service Contract Code Navigate to Service Contract Code Maintenance. when the services are performed. Note Deferred Revenue Accounting is a new module that requires a separate license. In the Unit Price field. and cash. a software company sells and receives payment for a computer program before it is delivered or installed. 5. select Years. enter 1.05. A golf club is another example as it may record deferred revenue for member initiation fees and recognize the revenue as the players shoot their rounds. From the New menu.Field Service Course Specialized Processing Deferred Revenue Deferred revenue is a liability created when a company receives money for goods and services not yet provided. 8. Deferred revenue is important because it is money a company collects before it actually delivers a product or a service. For more information on this module. Workshop .Use Deferred Revenue Accounting East Coast Distribution bought the latest manufacturing software. or other assets. the deferred revenue account is credited.607 55 . enter XXX_DR (where XXX are your initials). revenue cannot be recognized. If funds are received and no goods or services have been provided. 3. In the Contract Code field. Revenue is recognized. and a deferred revenue liability is recorded.200. enter 1. Epicor ERP | 9. Specifically. refer to the Deferred Revenue Accounting course and Application Help. In this workshop. and the deferred revenue liability eliminated. In additional to purchasing the software. 7. In the Modifier field. Select the Material check box. Menu Path: Service Management > Field Service > Setup > Service Contract Code 1. 6. In the Duration field. verify Contract is selected. 2. In the Price Per field. A valid Deferred Revenue Accounting license must be installed and functional to use this functionality. they also want a service contract that covers labor for the next year. a software company may post deferred revenue for a maintenance agreement under which services will be provided over several years. For example. is debited. A Deferred Revenue is a feature used to collect deposits and other cash receipts prior to the completion of the sale. under which revenues are recognized only when the earnings process is complete. enter XXX Deferred Revenue Code (where XXX are your initials). Deferred revenue is recorded in specific industries under particular circumstances. thus.

00. Click Save and exit Service Contract Code Maintenance. 3. select Deferred Revenue Code. From the Actions menu. 56 Epicor ERP | 9. From the New menu. In the Group field. 5. select New Line. 12. 11. 7. 4. In the Type field. 10. 3. Select the Deferred Revenue check box. select New Contract. Minimize Service Contract Entry. In the RA Code field. Select the Ready to Invoice check box. In the Sold To pane. The Contract Billing window displays. In the Deferred Revenue pane. 2. Menu Path: Financial Management > Accounts Receivable > General Operations > Invoice Entry 1. Click Save and record the service contract number __________________. Navigate to the Header > Detail sheet. 11. In the Part / Rev field. In the Contract Billing window. 9. in the ID field. enter CS1900 and press Tab. Navigate to the Header > Detail sheet. select New Group. select XXX Deferred Revenue Code (where XXX are your initials) and click Save.05. select Get > Contract Billing. 2. verify today's date defaults 4. 13. In the Contract Qty field. enter 1. In the Invoice Date and Apply Date fields.607 . click the Manual Selection button. From the New menu. Menu Path: Service Management > Field Service > General Operations > Service Contract Entry 1.Specialized Processing Field Service Course 9. Invoice the Contract Navigate to AR Invoice Entry. verify the Defer check box is selected and the RA Code and Start Date information defaults. 6. 8. Create a Service Contract Navigate to Service Contract Entry. Navigate to the Line> Detail sheet. From the New menu. 10. enter XXX-2 (where XXX are your initials). search for and select East Coast Distribution. 5.

On the Standard toolbar. the invoice details display. In the Revenue Amortization Schedule grid. For more details on the invoiced line. East Coast Distribution runs into hardware failure and the software service contract will not be needed for the time until the hardware issue is corrected. review the monthly payments scheduled for the current year. The Service Contract window displays. click Yes to confirm. The revenue is distributed equally between the number of months left in the current year. In the meantime. 1. In the Invoices grid. select Group > Print Invoices from the Actions menu. On the Standard toolbar. click OK to update related invoice revenue amortization schedules to display on hold. Epicor ERP | 9. 8. 10. In the Service Contract grid. 9. 8.607 57 . select Hardware Failure and click OK. Exit Service Contract Entry. Maximize Service Contract Entry. Click Save. 9. click Refresh.05. 3. In the Hold Revenue Amortization Schedules window. To the Created Invoices message. 6. verify all Hold check boxes are selected. Suspend the Service Contract After a few months. Notice the Invoiced alert displays. 7. Maximize AR Invoice Entry. 10. 2. the service contract must be suspended. In the Line > Amortization > Revenue Amortization Schedule grid. Minimize AR Invoice Entry. 11. 12. 7. In the Service Contract window. Click Save. select the contract number for East Coast Distribution and click OK. 4. click Refresh. To the Are you sure? message.Field Service Course Specialized Processing The Contract Billing Browse window displays. click OK to continue. Exit AR Invoice Entry. 6. Navigate to the Line > Amortization sheet. 5. Click the Suspended check box. in the Hold Reason field.

com/survey/379199/e92f/.05. Please take a moment to let Epicor University know how to serve you better by completing an evaluation at htt p://www.Conclusion Field Service Course Conclusion Congratulations! You have completed the Field Service course. 58 Epicor ERP | 9.607 .keysurvey. Your feedback provides the guidelines for the future direction of Epicor University offerings.

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