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Epicor ERP

Field Service Course


10.0.700.2

Disclaimer
This document is for informational purposes only and is subject to change without notice. This document and its
contents, including the viewpoints, dates and functional content expressed herein are believed to be accurate as of its
date of publication. However, Epicor Software Corporation makes no guarantee, representations or warranties with
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The usage of any Epicor software shall be pursuant to an Epicor end user license agreement and the performance of
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of the solution(s) described in this document with other Epicor software or third party products may require the purchase
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Epicor Software Corporation.

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Revision: July 25, 2014 2:12 a.m.
Total pages: 60
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..............................................................................................................................................15
Workshop - Create a Product Group and Assign Warranty...............................................................15
Create a Product Group...........................................................................................................15
Designate a Product Group......................................................................................................15
Renewal Code Maintenance...................................................................................................................15
Workshop - Create a Renewal Code................................................................................................16
Service Contract Code Maintenance.......................................................................................................16
Detail..............................................................................................................................................17
GL Control Detail.............................................................................................................................17
Workshop - Set Up a Service Contract Code....................................................................................17
Service Call Type Maintenance................................................................................................................18
Detail..............................................................................................................................................19
Workshop - Set Up a Service Call Type.............................................................................................19
Miscellaneous Charge Maintenance........................................................................................................19
Detail..............................................................................................................................................20
Workshop - Enter a Miscellaneous Charge Record...........................................................................20
Create a New Record...............................................................................................................20
Select GL Controls....................................................................................................................20
Reason Code Maintenance.....................................................................................................................21
Detail..............................................................................................................................................21
Job Department Maintenance.................................................................................................................21
Workshop - Set Up a Field Service Department................................................................................22
Employee Maintenance...........................................................................................................................22
Fields...............................................................................................................................................23

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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...........................................................................................26

Daily Processing....................................................................................................................27
Warranty Parts...............................................................................................................................................29
Workshop - Create a Warranty...............................................................................................................29
Enter a Sales Order for a Warranty Part............................................................................................29
Ship the Sales Order for International Machine Company (IMC).......................................................30
Invoice the Warranty Part................................................................................................................31
Warranty Analysis Report.................................................................................................................32
Warranty Status Report...................................................................................................................32
Service Contracts...........................................................................................................................................32
Service Contract Entry.............................................................................................................................32
Workshop - Create a Service Contract.....................................................................................................33
Enter a Service Contract..................................................................................................................33
Create a Sales Order........................................................................................................................33
Ship the Sales Order........................................................................................................................34
Invoice the Service Contract.............................................................................................................34
Workshop - Invoice a Contract Directly...................................................................................................35
Create a Service Contract................................................................................................................35
Invoice the Service Contract.............................................................................................................36
Workshop - Add a Line to an Invoiced Contract......................................................................................36
Add a Part to the Contract..............................................................................................................36
Invoice an Added Line.....................................................................................................................37
Service Contract Analysis Report.............................................................................................................37
Service Contract Status Report................................................................................................................38
Recurring Invoice...........................................................................................................................................38
Workshop - Establish Recurring Service Contracts...................................................................................38
Create a Service Contract................................................................................................................38
Generate a Recurring Contract Billing Invoice...................................................................................39
Service Calls...................................................................................................................................................40
Service Call Center..................................................................................................................................41
Workshop - Enter a Service Call for a Warranty Part................................................................................41
Workshop - Enter a Service Call for a Service Contract............................................................................42
Workshop - Enter a Service Call Job........................................................................................................43
Workshop - Prepare a Service Job for Labor and Material Reporting........................................................43
Add Operations and a Resource Group to a Service Job...................................................................43
Add Parts and a Subassembly to a Job.............................................................................................44
Enter Miscellaneous Charges...........................................................................................................45
Workshop - Report Labor to a Service Call Job........................................................................................46
Record Time and Attendance...........................................................................................................46
Record Time and Quantity Information............................................................................................46
Run the Labor Edit Report................................................................................................................47
Review the Service Job in the Service Call Program...........................................................................47

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Field Service Course

Contents

Workshop - Report Material Consumed..................................................................................................47


Workshop - Review and Close the Service Call........................................................................................48
Close a Service Call..........................................................................................................................48
Workshop - Invoice a Service Call............................................................................................................49
Workshop - Review a Service Call Invoice................................................................................................49
Service Call Status Report.......................................................................................................................50
Service Technician Dispatch Report.........................................................................................................50

Specialized Processing..........................................................................................................51
Service Contract Renewals.............................................................................................................................51
Renew Contracts....................................................................................................................................51
Workshop - Renew a Service Contract....................................................................................................52
Select and Renew a Service Contract...............................................................................................52
Review Renewal Details...................................................................................................................52
Invoice the Renewed Contract.........................................................................................................53
Workshop - Create a Quoted Contract Renewal......................................................................................54
Set Up a Renewable Contract..........................................................................................................54
Approve the Quote..........................................................................................................................54
Review Renewal Details...................................................................................................................55
Deferred Revenue..........................................................................................................................................56
Workshop - Use Deferred Revenue Accounting.......................................................................................56
Create a Service Contract Code.......................................................................................................56
Create a Service Contract................................................................................................................57
Invoice the Contract........................................................................................................................57
Suspend the Service Contract..........................................................................................................58

Conclusion.............................................................................................................................59

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Field Service Course

Field Service Course

Field Service Course


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

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Field Service Course

Before You Begin

Before You Begin


Read this topic for information you should know in order to successfully complete this course.

Audience
Specific audiences will benefit from this course.
Sales Manager
Order Entry Staff
Customer Service Representative
Sales Engineer/Pre-Sales
Account Manager
Sales Representative

Prerequisites
To complete the workshops in this course, the necessary modules must be licensed and operating in your training
environment. For more information on the modules available, contact your Epicor Customer Account Manager
at EpicorCAM@epicor.com. It is also important you understand the prerequisite knowledge contained in other
valuable courses.
System Flow Course - 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. This course emphasizes the
series of processes that make up the quote to cash process by using a simple scenario to highlight various
transactions. Your organization may have more complex processing routines than those described in this
course.
Manufacturing Foundations Course - The Manufacturing Foundations course introduces you to the principal
building blocks in establishing a strong manufacturing environment. This course discusses the necessary
prerequisites involved with efficient production floor configuration.
Order Management Course - This course discusses the Order Management module and how it facilitates
the flow of manufactured items from inventory or jobs to the customer. A shipping transaction is performed
whether items are shipped from stock or from work in process (WIP). Shipping transactions are captured
during invoicing in the Accounts Receivable (AR) module, creating financial transactions that post to the
general ledger (GL). Order entry and shipping are directly affected by the nature of the product and the
process, specifically whether the items are built-to-order or shipped from stock.
Job Management Course - This course describes the features and functionality of the Job Management
module. Job Management provides a comprehensive manufacturing control system designed for routing,
scheduling, costing, and tracking custom or repetitive parts produced for inventory or shipped to the customer
from the site floor.
Deferred Revenue Accounting Course - This course provides a clear perspective of the maintenance
programs, concepts, processes, and reporting tools that relate to the Deferred Revenue Accounting module.

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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.
Your Epicor training environment, in which the Epicor demonstration database is found, enables you to experience
Epicor functionality in action but does not affect data in your live, production environment.
The following steps must be taken to successfully complete the workshops in this course.
1.

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. Do not complete
the course workshops in your live, production environment.
Note It is recommended that multiple Epicor demonstration databases are installed. Contact
Support or Systems Consulting for billable assistance.
The Epicor demonstration database is at the same service pack and patch as the Epicor
application. Epicor's education team updates the Epicor demonstration database for each service pack
and patch. If your system administrator upgrades your Epicor application to a new service pack or patch,
he or she must also download the corresponding Epicor demonstration database from EPICweb > Support
> Epicor > Downloads and install it. If this is not performed, unexpected results can occur when completing
the course workshops.
Your system administrator restored (refreshed) the Epicor demonstration database prior to
starting this course. The Epicor demonstration database comes standard with parts, customers, sales
orders, and so on, already defined. If the Epicor demonstration database is shared with multiple users
(that is, the database is located on a server and users access the same data, much like your live, production
environment) and is not periodically refreshed, unexpected results can occur. For example, 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), then you will not be able to ship the sales order. Epicor's education team has written
the course workshops to minimize situations like this from occurring, but Epicor cannot prevent users
from manipulating the data in your installation of the Epicor demonstration database.

2.

Log in to the training environment using the credentials manager/manager. If you are logged into your
training environment as a different user, from the Options menu, select Change User.

3.

From the Main menu, select the company Epicor Education (EPIC06).

4.

From the Main menu, select the Main site.

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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. Such optimization involves intelligent scheduling and dispatching of multiple
technicians to different locations daily, while minimizing costs and maintaining quality customer service. Field
Service Management most commonly used by companies that need to manage installs, services, or repairs of
systems or equipment.
Field Service drives profitability by automating the process of dispatching field technicians to service calls in remote
locations. The Field Service module is designed to manage service contracts, service calls, and warranties. This
module provides fully integrated tools for management of service and repair processes, service technician
assignment and scheduling, warranty control and tracking, and customer configuration tracking.
Features of this module include:
Service contracts can be established for a part, including serialized parts, and tracked.
Warranties are activated when a warranty part is shipped and if a repair is needed.
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.
Miscellaneous charges can be added to a job in Job Entry or through the Accounts Payable module.
A subcontract operation can be added to a field service job. 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, or invoiced directly in
AR Invoice Entry.
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.
Contract items can be added or removed, even if the contract has already been invoiced.
The Field Service module is fully integrated with the Customer Relationship Management, Case Management,
Job Management, and Scheduling modules.

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Application Setup

Field Service Course

Application Setup
This section reviews configuration factors and maintenance program that affect the Field Service module. This
course does not review and discuss all programs and fields that contribute to the Field Service process. To learn
more about these programs and fields, refer to the Application Help. The Application Help documents and defines
all programs, fields, and operations that relate to each module within the Epicor application.

Company Configuration
Use Company Configuration to define the module options for companies in the Epicor application. Use these
options to define how this company will interact with the module licensed for it.
When you install the Epicor application, one company record is created by default. You first use Company
Maintenance to define overall options like email setup, document attachments, and external BAQ sources. You
then use Company Configuration to define how the company interacts with the various modules you have
licensed.
Tip You can purchase a Multi-Site license that enables you to set up multiple companies within Company
Configuration. To do this, first create the company within the Epicor Administration Console. You can then
display the new company in this program and configure it as necessary.
Menu Path
Navigate to this program from the Main Menu:
System Setup > Company/Site Maintenance > Company Configuration

Field Service
Company Configuration > Modules > Services
Use the Field Service sheet to define the default settings for service contracts and service jobs.

Fields
The following are key fields on the Field Service sheet.
Starting Contract - Specifies the starting contract number. All contract numbering begins with this number.
Starting Service Call - Specifies the starting service call number. All service call numbering in the Service Call
Center begins with this number.
Service Call Job Prefix - Specifies the prefix for service call job numbers. The prefix is valuable for distinguishing
service calls from production jobs.
Contract Startup Mode - Indicates whether you want existing service contracts to be invoiced and maintainable
at the contract header and line level. This option is valuable when importing contracts into the Epicor
application.
Default site - Displays the default site for service calls. This field is display-only.
Default Resource Group - Specifies the default resource group for service calls.

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Application Setup

Note For more information on how the Field Service module uses the information in the resource
group record for service calls, refer to the Resource Group Maintenance - Detail topic in the
Application Help.
Product Group - Indicates the default product group that holds the sales, WIP, and COS accounts. The
product group associated with the part is ignored. GL accounts defined by this product group are for service
contract sales, ignoring the product group associated with the part being serviced.
Print Prices on Service Tickets - Indicates whether prices should print on service call tickets.
Expiration Horizon - Defines the window of days used to determine if a service contract is going to expire
soon. If the current date plus the expire horizon is greater than or equal to the entered expire date on a
contract, the contract is considered to be expiring soon.
Renewal Period - Stores the allowed contract renewal period which is used to determine how long a contract
or renewal can be renewed past its expiration date. If the renewal period is equal to zero, expired contracts
can always be renewed.

Maintenance Programs
The following maintenance programs are necessary in order to successfully complete the Field Service process.
This section of the course guides you through workshops to set up maintenance programs.

Warranty Code Maintenance


Use Warranty Code Maintenance to define the warranties offered with your products. Warranties can be
assigned to both individual parts and product groups. A part warranty code takes precedence over a product
warranty code.
Warranties are offered to customers to cover unexpected repairs during a specific time period after a product is
sold. After the warranty expires, a service contract can be offered and sold if the customer wants further coverage.
Warranty codes are set up to define how labor, material, and miscellaneous charges are applied to a part covered
by a warranty. Once codes are established, they can be associated with a part or a product group.
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.
Warranty Code - A unique code for the warranty.
On Site - Select this check box if the warranty covers on-site services.
Materials Covered - Select this check box if the warranty covers materials.
Labor Covered - Select this check box if the warranty covers labor.
Misc. Covered - Select this check box if the warranty covers miscellaneous items, other than materials or
labor.
Duration - The length of time, per the unit of time specified in the Materials, Labor, and Misc Modifier
fieldsfor which the warranty extends.

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Field Service Course

Modifier - The unit of time that serves as the basis of the materials, labor, and miscellaneous warranty
duration. This field corresponds to the Duration field. You can select days, months, or years.
Description Sheet
The following are some of the key fields on the Description sheet.
Base Description - Enter descriptive information about the selected warranty code.
Foreign Language Descriptions - Select the language in which to display warranty code information.

Workshop - Create a New Part for a Warranty


In this workshop, create a unique part for future workshop purposes.
Navigate to Part Maintenance.
Menu Path: Service Management > Field Service > Setup > Part
Important This is not the typical process for adding a part under warranty. For the purpose of this course
and exploring the field service functionality, a unique part is required.
1. In the Part field, enter 1032X050 and press Tab.
1032X050 part details display.
2. From the Actions menu, select Duplicate.
The Duplicate Part 1032X050 Details window displays.
3. In the Part field, enter XXX-050 (where XXX are your initials).
4. In the Description field, enter XXX Machine Screw 1020 X 1\2 (where XXX are your initials) and click
OK.
5. Click Save.
6. Exit Part Maintenance.

Workshop - Set Up a Warranty Code


In this workshop, set up a warranty code that covers material, labor, and miscellaneous charges for a year. Once
this code is created, it can be associated with a part or product group.
Navigate to Warranty Code Maintenance.
Menu Path: Service Management > Field Service > Setup > Warranty Code
1. Click New.
2. In the Warranty Code field, enter WC-XXX (where XXX are your initials).
3. In the Description field, enter XXX One Year Full Coverage (where XXX are your initials).
4. Select the On Site check box.
5. Enter the following information:

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Field Service Course

Application Setup

Field

Data

Material Covered

Select

Duration

Modifier

Years

Labor Covered

Select

Duration

Modifier

Years

Misc Covered

Select

Duration

Modifier

Years

6. Click Save.
7. Exit Warranty Code Maintenance.

Workshop - Designate a Part as Covered by a Warranty


Once you establish a warranty code, you can designate parts as being covered by a warranty. Once you ship and
invoice a part, the warranty becomes effective immediately. In this workshop, associate part XXX-050 with the
warranty code created in the previous workshop.
Navigate to Part Maintenance.
Menu Path: Service Management > Field Service > Setup > Part
1. In the Part field, enter XXX-050 (where XXX are your initials) and press Tab.
2. In the Warranty field, select XXX One Year Full Coverage (where XXX are your initials).
3. Click Save.
4. Exit Part Maintenance.

Product Group Maintenance


Use Product Group Maintenance to set up product groups, which classify the different part types you sell.
These classifications are used for General Ledger (GL) and sales analysis purposes.
You assign product groups to specific parts using the Group field in the Part Maintenance > Part > Detail
sheet. Product group definition examples include:
Customer ID (Edwards International)
Product Line (Televisions)
Product Type (Configured Parts)
A combination of each (Edwards International - Configured Parts)

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Field Service Course

Sales, Owner and Supply Site Field Relationships


The Sales Site field (located on the Detail sheet), and the Owner Site and Supply Site fields (located on the
Site > Detail sheet) have important impacts on product group and order processing. These fields are as follows:
For parts that are assigned to the product group for which you have assigned a sales site in the Sales Site field,
when a sales order line is created (no matter what site into which you are currently logged), this sales site becomes
the default "from" site for the order / line / release. If you do not designate a sales site for the product group,
the order uses the site into which you are currently logged as the default "from" site. If you always want a group
of part(s) (product group) to be sold from a specific site, you would use the Sales Site field to designate the sales
site; otherwise you would leave it blank.
Note The Sales Site field on the Product Group > Detail sheet is not directly related to the Owner Site
or Supply Site fields on the Site > Detail sheet. However, if you do designate a Sales Site in the Detail
sheet, you should designate that the Owner Site defined on the Site sheet be the same as the Sales Site
designated on the Detail sheet.
Product Group > Detail - Sales Site Field (Sold From / Distribute From Site)
For parts that are assigned to the product group for which you have assigned a sales site in the Sales Site field,
when a sales order line is created (no matter what site into which you are currently logged), this sales site becomes
the default "from" site for the order / line / release. If you do not designate a sales site for the product group,
the order uses the site into which you are currently logged as the default "from" site. If you always want a group
of part(s) (product group) to be sold from a specific site, you would use the Sales Site field to designate the sales
site; otherwise you would leave it blank.
Note The Sales Site field on the Product Group > Detail sheet is not directly related to the Owner Site
or Supply Site fields on the Site > Detail sheet. However, if you do designate a Sales Site in the Detail
sheet, you should designate that the Owner Site defined on the Site sheet be the same as the Sales Site
designated on the Detail sheet.
Product Group > Site Detail - Owner Site and Supply Site Fields
You can define multiple site relationships in Product Group Maintenance records The examples below better
explain what happens when these site relationships are used in the Epicor application.
Example You are selling from an Owner Site, which owns the demand and you want to obtain supply
from this Supply Site, which fills the demand. You have three (supply) sites that feed nine branches that
you sell from (owner):
Branches (Owner) 1, 2 and 3 are supplied from Site A (Supply)
Branches (Owner) 4, 5 and 6 are supplied from Site B (Supply)
Branches (Owner) 7, 8 and 9 are supplied from Site A (Supply)
For this scenario, it results in nine entries in the Product Group > Site > Detail sheet, one for each
site-to-branch relationship.
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
Material Management > Inventory Management > 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

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Field Service Course

Application Setup

Sales Management > Order Management > Setup > Product Group
Service Management > Field Service > Setup > Product Group
For CRM users, 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. Product groups classify the different types of parts you sell. Theses
classifications are used for sales analysis.

Workshop - Create a Product Group and Assign Warranty


In this workshop, create a product group and assign a warranty to it.

Create a Product Group


Navigate to Product Group Maintenance.
Menu Path: Service Management > Field Service > Setup > Product Group
1. From the New menu, select New Group.
2. In the Group field, enter XXX (where XXX are your initials).
3. In the Description field, enter XXX Services (where XXX are your initials).
4. In the Sales site field, verify Main site displays.
5. Click Save.

Designate a Product Group


1. In the Warranty field, select XXX One Year Full Coverage (where XXX are your initials).
2. Click Save.
3. Exit Product Group Maintenance.

Renewal Code Maintenance


Use Renewal Code Maintenance to create an entry that controls the price increase when renewing a contract.
Renewal codes are associated with service contract codes in order to use the renewal entry settings when creating
a contract renewal.
In general, when a contract is renewed, there is a price increase. If necessary, a quote is generated for a contract
renewal and shipped to the customer for their signature before the contract is marked as active. These options
are controlled in Renewal Code Maintenance.

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Field Service Course

Menu Path
Navigate to this program from the Main Menu:
Service Management > Field Service > Setup > Renewal Code

Workshop - Create a Renewal Code


In this workshop, create a code to renew an existing contract about to expire. The renewal code must specify a
price increase of $100 and require a quote for customer approval. This renewal code will be used in a future
workshop.
Navigate to Renewal Code Maintenance.
Menu Path: Service Management > Field Service > Setup > Renewal Code
1. Click New.
2. In the Renewal Code field, enter Amt-XXX (where XXX are your initials).
3. In the Description field, enter Amount Increase XXX (where XXX are your initials).
4. In the Quoting pane, select the Quoted check box.
This check box indicates a quote must be created and approved before the contract renewal can be invoiced.
5. In the TaskSet field, select Renew Contract Quote Approval.
6. In the Increase Method field, select Amount.
7. In the Amount field, enter 100.
8. Select the Renewable check box.
Select this check box to indicate the contract renewal that uses this renewal code is valid for further renewal.
9. Click Save.
10. Exit Renewal Code Maintenance.

Service Contract Code Maintenance


Use Service Contract Code Maintenance to enter service contract codes that define the various service contracts
the company offers. For example, 1 Year, Materials and Labor, or 6 Month Service. Service contract codes are
entered in the Service Contract > Header sheet and display in the Service Call Center.
Service contracts are sold to customers and can be used to cover labor, material, and miscellaneous charges.
They can also be used to cover equipment when no warranty is available. The service contract code contains Cost
of Sales (COS), Work in Process (WIP), and General Ledger (GL) accounts. This provides the ability to compare
revenue against costs for a service contract.
When service contracts are sold, use the Get > Shipments command in the Accounts Receivable (AR) module to
ship the invoice, except when the Recurring Inv check box is selected. If the Recurring Inv check box is selected,
billing is created in the Accounts Receivable (AR) module when the Get > Contract Billing command is used.
Each customer record has a Contract Bill Day field. If the recurring invoice check box is selected, change this field
to the day of the month when the contract should be invoiced. The value in this field must be between 1 and
31.

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Application Setup

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. A renewal code
establishes how contract prices increase during contract renewal. For more information, refer to the Renewal
Code Maintenance topic in the Application Help.
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.

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.
You can associate one or more GL controls with a record in this setup program. Each control associated with a
record must belong to a different control type. The association allows the use of control values when the record
applies to a posted transaction.
Example The AR Account and AP Account GL control types reference the company entity. You define
GL controls based on both types and apply them to Company A in Company Configuration. 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. Posting rules use the controls' account references to create the accounts
for the company's journals.
You cannot associate GL controls with programs where users select posting accounts when they enter transactions.
Examples of this type of program include AP Adjustment and Cash Receipts. The Master Chart of Accounts
(COA) defines the accounts available in these programs.

Workshop - Set Up a Service Contract Code


In this workshop, create a service contract code that covers material charges for a part during a one year period.
This service contract code will be needed to complete a future workshop.
Navigate to Service Contract Code Maintenance.
Menu Path: Service Management > Field Service > Setup > Service Contract Code
1. From the New menu, select New Contract Code.
2. In the Contract Code field, enter CC-XXX (where XXX are your initials).
3. In the Description field, enter XXX One Year Material Only (where XXX are your initials).
4. Verify the Ship Contract check box is clear.
Select this check box to indicate the contract must be shipped to a customer. The contract created with this
contract code will be invoiced by creating a sales order and the corresponding shipment. If the check box
is clear, then you can invoice the contract directly at AR Invoice Entry by selecting Get > Contract Billing
from the Actions menu.

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5. In the Tax Category field, select Services.


6. Enter the following information:
Field

Data

Material check box

Select

Duration

Modifier

Years

Unit Price

250

Price Per

Contract

On Site check box

Select

7. Select the Recurring Inv check box.


Select this check box to indicate the contract will be invoiced in AR Invoice Entry on a recurring basis. This
setting, along with the Price Per and Unit Price fields, determines the unit price of the contract for the
recurring invoice.
8. In the Frequency Period field, select Field Service Monthly.
The frequency period is created in Fiscal Calendar Maintenance. The frequency period can be weekly,
monthly, quarterly or per semester depending on the fiscal calendar selected. In this case, 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.
Note For more information on how to set up a frequency period, refer to the Financial Management
module in the Application Help or to the Deferred Revenue Accounting course.

9. In the Renewal pane, select the Renewable check box.


Select this check box to indicate the contract renewed using the renewal code is valid for further renewal.
10. In the Renewal Code field, select Amount Increase XXX (where XXX are your initials).
11. Click Save and exit Service Contract Code 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. Think of service call types as, What class of service are we doing? codes. You can
use service call types to separate billable from non-billable calls, warranty calls from service contract calls, and so
on.
Menu Path
Navigate to this program from the Main Menu:
Service Management > Field Service > Setup > Service Call Type

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Detail
Service Call Type Maintenance > Detail
Use the Detail sheet to identify the call type and associate it with a tax category.

Workshop - Set Up a Service Call Type


In this workshop, define tax categories for a service call.
Navigate to Service Call Type Maintenance.
Menu Path: Service Management > Field Service > Setup > Service Call Type
1. From the New menu, select New Call Type.
2. In the Call Type field, enter CT-XXX (where XXX are your initials).
3. In the Call Description field, enter XXX Installation at Site (where XXX are your initials).
4. In the Tax Category field, select Services.
5. Click Save.
6. Exit Service Call Type Maintenance.

Miscellaneous Charge Maintenance


Use Miscellaneous Charge Maintenance to create miscellaneous charges. Once created, you can select these
charges within other programs in the Epicor application.
Miscellaneous charges are additional costs. For example, expedite fees and freight charges you can include on
sales orders, quotes, and invoices. Once created, select the charges in the headers and detail lines of these records.
Note These miscellaneous charges are not the same charges you set up in the Purchasing or Accounts
Payable module. You pay purchasing miscellaneous charges to your suppliers, but your customers cover
these miscellaneous charges.
When creating a miscellaneous charge:
Select a charge frequency to set up miscellaneous charges to charge customers when appropriate.
Select the Sales Analysis check box to enable charges to be included in the Sales Analysis Report.
Select the Shipping Access check box to enable charges to be added to packing slips.
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, the Main Menu appears as:
Customer Relationship Management > Order Management > Setup > Miscellaneous Charge

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Detail
Miscellaneous Charge Maintenance
Use the Detail sheet to define codes used to apply miscellaneous charges or credits to sales orders, quotes, and
invoices.

Workshop - Enter a Miscellaneous Charge Record


In this workshop, create a new miscellaneous charge for travel expenses.

Create a New Record


Create a miscellaneous charge record for travel expenses.
Navigate to Miscellaneous Charge Maintenance.
Menu Path: Service Management > Field Service > Setup > Miscellaneous Charge
1. From the New menu, select New Charge.
2. In the Code field, enter XXX (where XXX are your initials).
3. In the Description field, enter XXX Travel Expenses (where XXX are your initials).
4. In the Amount field, enter 35.
5. In the Frequency field, select Every.
This ensures that all visits to a customer site are billed.
6. In the Tax Category field, select Services.
7. In the Intrastat field, select Exclude.
8. Click Save.

Select GL Controls
Enter the General Ledger (GL) Control information for the record.
1. Navigate to the GL Control > Detail sheet.
2. From the New menu, select New GL Control.
3. In the Type field, search for and select Misc Charge (Sales).
4. In the Control field, search for and select Travel-Field Service.
5. Click Save.
6. Exit Miscellaneous Charge Maintenance.

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Reason Code Maintenance


Use Reason Code Maintenance to assign standard explanations for Customer Relationship Management (CRM)
events, labor scrap and rework, inventory adjustments, and Return Material Authorization (RMA) entries.
To use reason codes, select the appropriate options in Company Configuration. Next, 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 - This is used to identify a non-conformance quantity.
Quality Assurance - This is used for inspection and corrective actions.
Inventory Adjustments - This is used to identify items pulled from inventory that are non-conforming.
Rework - This is used for items sent back to be re-worked.
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, the Main Menu appears as:
Customer Relationship Management > Sales and Marketing Management > Setup > Reason Code

Detail
Use the Detail sheet to define reason codes.

Job Department Maintenance


Use Job Department Maintenance to establish job departments, which can be used to group resource groups
set up for organizational and reporting purposes. Do not confuse job departments with General Ledger (GL)
departments.
Important At least one department is required in the Epicor application.
Job departments do not need to be the same as the departments established in the financial foundation. Job
departments are helpful when viewing the shop floor by functional area. They are used in some reports and

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graphs to view the shop load. Run reports by department, such as the Priority Dispatch Report, to list jobs in the
order the work should be done.
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 - Set Up a Field Service Department


In this workshop, set up a field service department.
Navigate to Job Department Maintenance.
Menu Path: Production Management > Job Management > Setup > Department
1. From the New menu, select New Department.
2. In the Job Dept field, enter FS-XXX (where XXX are your initials).
3. In the Description field, enter XXX Field Service Department (where XXX are your initials).
4. Click Save.
5. Exit Job Department Maintenance.

Employee Maintenance
Use Employee Maintenance to create an employee record. Employees perform work on jobs and enter labor
in Time and Expense Entry. If an employee is connected to a User ID, the associated password is required for the
employee to log into the Handheld functions or the Manufacturing Execution System (MES).
Employee Maintenance is most valuable if you do not have the Payroll module. The Job Management module
uses an employee file separate from the Payroll module.
If the Payroll module is installed, enter employees. They automatically display in the Employee file, where you
can activate other fields. If necessary, update the employee details. When you update employee details in the
Payroll module, the employee record updates automatically.
An employee added to Payroll Employee Maintenance cannot be added again in Employee Maintenance. If
you select the Active Employee check box in Payroll Employee Maintenance, the employee is automatically
part of Employee Maintenance. You can always return to Payroll Employee Maintenance to select this check
box.
An employee can start a shift when the payroll administrator is unavailable. In this scenario, the employee is
entered in Employee Maintenance to allow them to record time. The payroll administrator can pull the entry into

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the Payroll module at a later time. Temporary employees who report time must also be entered in Employee
Maintenance.
Menu Path
Navigate to this program from the Main Menu:
Material Management > Data Collection > Setup > Employee
Material Management > Inventory Management > Setup > Employee
Production Management > Data Collection > Setup > Employee
Production Management > Job Management > Setup > Employee
Service Management > Expense Management > Setup > Employee
Service Management > Field Service > 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.
Employee Information - This section contains general employee information. The Epicor application does not
require some of this information, such as street address, city, state and zip, but this information is useful to users.
Supervisor - Select the supervisor of the employee.
Emergency - This section contains emergency contact information.
Contact - This is the name of the contact in case of emergency.
Phone - This is the phone number of the contact in case of emergency.
Production Information - This section contains shop data about the employee.
Shift - Select the shift of the employee.
Expenses - Select the default expense code for the labor of the employee.
Department - Select the home department of the employee.
Labor Rate - This is the dollar amount that applies to labor transactions. If the Payroll module is installed, this
field is unavailable and the rate is maintained in the Payroll module.
Status - This section contains several attributes an employee can have assigned to them.
Status - Select active or inactive.
Payroll Employees - Select this check box if this is a payroll employee. This allows access to this entry using the
Payroll module.
Service Technician - Select this check box if this employee is a service technician and the Field Service module
is installed.
Material Handler - 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, if this check box, or the
Shipping/Receiving check box is selected.
Note If the Advanced Material Management (AMM) module is installed, this check box is available. It
determines whether this shop employee has access to the Materials sheet in certain transactions.

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Shop Supervisor - Select this check box if this employee is a shop supervisor. Note that if this is the first shop
employee entered in the database, this check box is automatically selected.
Note If the AMM module is installed, this check box is active. It determines whether this shop employee
has access to the Supervisor sheet in the AMM module and Data Collection module.
Shipping/Receiving - Select this check box if the duty of the shop employee involves shipping or receiving. You
can only assign this employee to a warehouse team in the Employee sheet in Warehouse Team Maintenance if
this check box, or the Material Handler check box is selected.
Note If the AMM module is installed, this check box is active. It determines whether this shop employee
has access to the Shipping/Receiving sheet in the AMM module. It has no effect if only the Data Collection
module is installed.
Production Worker - Select this check box if this employee is a production worker.
Note If the AMM module is installed, this check box is available. In this case, it determines whether this
shop employee has access to the Production sheet in the AMM and Data Collection module.
Warehouse Manager - Select this check box if this employee is a warehouse manager. Only employees designated
as a warehouse manager can access the Queue Manager to manage queued transactions processed by handheld
devices in the warehouse.
Can Override Allocations - Select this check box if the shop employee can override allocations. Only employees
for which this check box is selected can override allocations for Packing or Picking type transactions in a warehouse.
Request Material - Select this check box if the duty of the shop employee involves requesting material. Selecting
this check box allows the shop employee into the Request Material function on the site Floor Interface.
Note Only shop employees marked as Production workers have access to functions on the Production
sheet in labor transactions. Since the Request Material function is located on the Production sheet, this
check box is unavailable if the shop employee is not marked as a Production worker.
Report Quantity - This specifies that the duty of the shop employee involves reporting quantity. Selecting this
check box allows the shop employee into the Report Quantity function on the site Floor Interface.
Note Only shop employees marked as Production Workers have access to functions on the Production
sheet in labor transactions. Since the Report Quantity function is located on the Production sheet, this
check box is unavailable if the shop employee is not marked as a Production worker.
Override Job - Select this check box if the shop employee can override job specifications.
Report Scrap Quantity - Selected this check box if this employee can record scrap quantities.
Report Non-Conf Quantity - Select this check box if this employee is allowed to report non-conformance
quantities.

Workshop - Set Up a Shop Employee


In this workshop, create your employee record to work as a service technician.
Navigate to Shop Employee Maintenance.
Menu Path: Service Management > Field Service > Setup > Employee
1. Click New.
2. In the ID field, enter XXX (where XXX are your initials).
3. In the Name field, enter your full name.

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4. 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. In the Status field, verify Active displays.


6. In the Status pane, select the Service Technician check box.
7. Navigate to the Production Info sheet.
8. Enter the following information:
Field

Data

Shift

Afternoon

Expense

ManufacturingSupport

Department

XXX Field Service Department (where XXX are your initials)

Labor Rate

17.50

9. Click Save and exit Shop Employee Maintenance.

Job Management Maintenance Program Setup


In order to successfully operate the Field Service module, you must set up certain Job Management programs.

Field Service Operations


When a service call is created, a job is typically created to report labor, material, and miscellaneous charges.
Jobs are comprised of:
Operations - This identifies what is to be done.
Resource Groups - This identifies where the job is to be done.
Resources - This identifies which resources in the resource group are assigned to the job.
Each resource group must have at least one resource, for example, a technician or a piece of equipment.

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Field Service Resource Group and Resources


Resource groups and resources are used on service call jobs.
Burden rates roll up to ensure rates are set up accordingly. An example of this is a service technician resource
group with three resources. A technician, a technician with specific equipment, and a technician with a van can
have different burden rates. In this case, the burden rate would be set at the resource level, not the resource
group level.

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

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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. Warranties provide extra customer protection if problems arise after the sale.
Warranties exist on numerous products, from small electronics, to infomercial products, to homes and automobiles.
Either the seller or the manufacturer dictates the extent to which warranties apply.
Warranties are similar to guarantees, in that they provide a legally-binding assurance that problems caused by
manufacturing defects during a set period will be remedied.
However, unlike guarantees, the customer normally pays for this extra protection. For example, electrical retailers
often offer to sell a warranty on their products which covers accidental damage and the cost of repairs and
replacement parts.
Warranties are similar to insurance policies; in fact, some are issued and underwritten by insurance companies.
Warranties are sold on the basis that they will provide the customer with peace of mind over the first few years
of ownership.

Workshop - Create a Warranty


In this workshop, create a sales order for the parts requested by International Machine Company (IMC), then
ship and invoice the order. Once a sales order is shipped and invoiced, the warranty becomes active.
You receive a purchase order from International Machine Company (IMC) for 10 units of part XXX-050 and 10
units of part DCD-100-SP to be delivered in two weeks.
Use part XXX-050 created in the Workshop - Design a Part as Covered by Warranty. This part was assigned a
warranty of one year of full coverage which includes material, labor, and miscellaneous costs.
Note Although shipping would most likely be handled by others in the organization, for the purpose of
this course, it is necessary to complete this workshop in order to proceed.

Enter a Sales Order for a Warranty Part


Navigate to Sales Order Entry.
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. From the New menu, select New Order.
2. In the Customer field, enter IMC (for the International Machine Company) and press Tab.
3. Enter the following information:
Field

Data

Need By

Enter the date two weeks from today.

Ship By

Enter the date two days before the Need By date.

FOB

Factory

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4. Click Save and record the sales order number ____________.


5. Navigate to the Lines > Detail sheet.
6. From the New menu, select New Line.
7. 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, select New Line.


9. Enter the following information:
Field

Data

Part/Rev

DCD-100-SP

Order Quantity

10

Tax Category

Products

10. Click Save.


11. Exit Sales Order Entry.

Ship the Sales Order for International Machine Company (IMC)


Navigate to Customer Shipment Entry.
Menu Path: Material Management > Shipping / Receiving > General Operations > Customer Shipment Entry
1. From the New menu, select New Pack.
2. Navigate to the Lines > Customer Shipment Entry > Detail sheet.
3. From the New menu, select New Line.
4. In the Order Number field, enter the sales order created for International Machine Company (IMC) in the
Workshop - Enter a Sales Order for a Warranty Part.
5. In the Line/Rel field, search for and select Line 1 and Release 1 for warranty part XXX-050 (where XXX
are you initials).
6. From the New menu, select New Line.
7. In the Line/Rel field, search for and select Line 2 and Release 1 for part DCD-100-SP.
8. Navigate to the Summary sheet and select the Shipped check box to make the packing slip available to
invoice.

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9. Click Save and record the pack ID number _______________.


10. Exit Customer Shipment Entry.

Invoice the Warranty Part


Navigate to AR Invoice Entry.
Menu Path: Financial Management > Accounts Receivable > General Operations > Invoice Entry
1. From the New menu, select New Group.
2. In the Group ID field, enter WrtyXXX (where XXX are your initials).
3. From the Actions menu, select Get > Shipments.
The Get Shipments window displays. One of the commands is to Get Contract Billing. If you have contracts
with recurring billings, run this command periodically so customers are invoiced.
4. In the Get Shipments window, click the Manual Selection button.
The Packing Slip Browse window displays.
5. In the Packing Slips grid, select the packing slip created for International Machine Company (IMC) in the
previous workshop and click OK.
6. To the Are you sure? message, click Yes to confirm.
7. To the Created Invoices message, click OK to continue.
In the Invoices grid, the invoice for International Machine Company (IMC) display.
8. From the Actions menu, select Group > Print Invoices.
The Print Group window displays.
9. On the Standard toolbar, click Print Preview.
The Invoice Form displays.
10. Review the invoice details and close the Invoice Form and the Print Invoices window.
11. From the Actions menu, select Group > Post.
The AR Invoice Post Process window displays.
12. In the AR Invoice Post Process window, click Submit.
13. Close the AR Invoice Post window.
14. Exit AR Invoice Entry.

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Warranty Analysis Report


Use the Warranty Analysis Report to summarize existing warranties and show costs incurred on warranty
service calls. It can be run for a specific time period or for active or expired warranties and can be filtered by
warranty code, customer, or part.
Use the Selection sheet to select the report parameters. Use the Filter sheet(s) to select the specific records to
include on the report. For more information, refer to the Filters Overview topic in the Application Help.
Important For more information on how to review the status of a report you print, preview, or generate,
refer to the System Monitor Overview topic in the Application Help.
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. It can be run for a specific time period or for active or expires warranties and can be filtered by warranty
code, customer, or part.
Use the Selection sheet to select the report parameters. Use the Filter sheet(s) to select the specific records to
include on the report. For more information, refer to the Filters Overview topic in the Application Help.
Important For more information on how to review the status of a report you print, preview, or generate,
refer to the System Monitor Overview topic in the Application Help.
Navigate to this program from the Main Menu:
Service Management > Field Service > Reports > Warranty Status

Service Contracts
A service contract is a formal, agreed, binding contract between a service consumer and a service provider. A
service contract, like a warranty, provides repair and/or maintenance for a specific time period. Warranties,
however, are included in the price of the product, while service contracts cost extra and are sold separately.
Service contracts are essential business tools for professional trading and business relationships and are generally
the most economical method for servicing or maintaining equipment. Without clearly defined and agreed contracts,
misunderstandings can develop, and expectations of customer and supplier expectations can fail to match.

Service Contract Entry


Use Service Contract Entry to set up service contracts for customers, with information on coverages, parts, and
projects. Material, labor, and miscellaneous charges are selected as either covered or not on the contract; and
as service calls are dispatched, the costs can be tracked against the service contract.
Once a service contract is established for a customer, the contract can be invoiced by creating a sales order and
shipping the contract, or you can invoice the service contract directly in AR Invoice Entry.
After the service contract is invoiced, you can add and remove lines on the contract. Each contract line must have
its own billing, start and end dates. If you add a new line to the contract, you can use the Get > Contract Billing
command in AR Invoice Entry to invoice the particular line.

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Menu Path
Navigate to this program from the Main Menu:
Service Management > Field Service > General Operations > Service Contract Entry

Workshop - Create a Service Contract


International Machine Company (IMC) wants to purchase a service contract for part DCD-100-SP ordered in the
previous workshop. In this workshop, create a service contract for part DCD-100-SP, create a sales order for the
contract line, ship the sales order, and invoice the service contract to activate it.
Note Although invoicing is not part of the Field Service module, it is necessary to invoice both packing
slips created in the previous workshop in order to proceed.

Enter a Service Contract


Navigate to Service Contract Entry.
Menu Path: Service Management > Field Service > General Operations > Service Contract Entry
1. From the New menu, select New Contract.
2. In the ID field, enter IMC and press Tab.
3. In the Type field, select 1 Year, Material & Labor.
4. Navigate to the Line > Detail sheet.
5. From the New menu, select New Line.
6. In the Part/Rev field, enter part DCD-100-SP and press Tab.
7. In the Contract Qty field, enter 10.
8. In the Billing Dates pane, in the Start Date field, verify today's date displays.
9. In the End Date field, verify that a date of one year from yesterday's date displays.
The contract duration is assigned in Service Contract Code Maintenance; in this case, it is set to one year.
10. Click Save and record the contract number _____________.
11. Exit Service Contract Entry.

Create a Sales Order


Navigate to Sales Order Entry.
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. From the New menu, select New Order.
2. In the Customer field, enter IMC and click Tab.

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3. In the Need By field, enter the date two weeks from today.
4. In the Ship By field, enter the date two days before the Need By date.
5. In the Ship Via field, enter or verify Ground BestRate displays.
6. Navigate to the Lines > Detail sheet.
7. From the New menu, select New Contract Line.
8. In the Contract field, enter the contract number created for International Machine Company (IMC) in the
previous workshop task.
9. Click Save and record the sales order number ________________.
10. Exit Sales Order Entry.

Ship the Sales Order


Navigate to Customer Shipment Entry.
Menu Path: Material Management > Shipping / Receiving > General Operations > Customer Shipment Entry
1. From the New menu, select New Pack.
2. Navigate to the Lines > Customer Shipment Entry > Detail sheet.
3. From the New menu, select New Line.
4. In the Order Number field, enter the sales order created in the previous workshop task for International
Machine Company (IMC).
5. In the Line/Rel field, search for and select Line 1 and Release 1 for part DCD-100-SP.
6. Navigate to the Summary sheet and select the Shipped check box to make the packing slip available to
invoice.
7. Click Yes if a message displays regarding the shipping quantity.
8. Click Save and record the pack ID number _______________.
9. Exit Customer Shipment Entry.

Invoice the Service Contract


Navigate to AR Invoice Entry.
Menu Path: Financial Management > Accounts Receivable > General Operations > Invoice Entry
1. From the New menu, select New Group.
2. In the Group ID field, enter ServXXX (where XXX are your initials).
3. From the Actions menu, select Get > Shipments.
4. In the Get Shipments window, click the Manual Selection button.

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The Packing Slip Browse window displays.


5. In the Packing Slips grid, select the packing slip created for International Machine Company (IMC) in the
previous workshop and click OK.
6. To the Are you sure? message, click Yes to confirm.
7. To the Created Invoices message, click OK to continue.
In the Invoices grid, the invoice for IMC displays.
8. Click Save.
For more details on the invoiced line, select Group > Print Invoices from the Actions menu.
9. Exit AR Invoice Entry.

Workshop - Invoice a Contract Directly


In this workshop, create a service contract and invoice the contract directly in AR Invoice Entry.
A new customer, Colorado Metals, requested a service contract for 15 units of part DCD-200-ML. In this case,
the contract does not need to be shipped to the customer.

Create a Service Contract


Navigate to Service Contract Entry.
Menu Path: Service Management > Field Service > General Operations > Service Contract Entry
1. From the New menu, select New Contract.
2. In the ID field, search for and select Colorado Metals.
3. In the Type field, select 4 Month - Material Coverage.
The 4 Month - Material Coverage service contract code has the Ship Contract check box clear, allowing
you to directly invoice the contract.
4. Navigate to the Line > Detail sheet.
5. From the New menu, select New Line.
6. In the Part/Rev field, search for and select part DCD-200-ML.
7. In the Contract Qty field, enter 15.00.
8. Click Save.
9. Navigate to the Summary sheet.
10. Select the Ready to Invoice check box.
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.
Note This check box is enabled if the Ship Contract check box in Service Contract Code Maintenance
is clear.

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11. Click Save and record the contract number ________________.


12. Exit Service Contract Entry.

Invoice the Service Contract


Navigate to AR Invoice Entry.
Menu Path: Financial Management > Accounts Receivable > General Operations > Invoice Entry
1. From the New menu, select New Group.
2. In the Group field, enter ContXXX (where XXX are your initials).
3. From the Actions menu, select Get > Contract Billing.
The Contract Billing window displays.
4. In the Contract Billing window, click the Manual Selection button.
The Contract Billing Browse window displays.
5. In the Service Contract grid, select the service contract number created for Colorado Metals in the previous
workshop task and click OK.
6. To the Are you sure? message, click Yes to confirm.
7. To the Created Invoices message, click OK to continue.
In the Invoices grid, the invoice for Colorado Metals displays.
8. Click Save.
For more details on the invoiced line, select Group > Print Invoices from the Actions menu.
9. Exit AR Invoice Entry.

Workshop - Add a Line to an Invoiced Contract


Once the service contract line is invoiced, you can add or remove lines on the contract.
After the service contract for part DCD-200-ML is invoiced, you receive another call from Colorado Metals
requesting part 1032X050 be added to the contract. In this workshop, add a new line to the existing contract.

Add a Part to the Contract


Navigate to Service Contract Entry.
Menu Path: Service Management > Field Service > General Operations > Service Contract Entry
1. In the Contract field, enter the contract number created for Colorado Metals in the Workshop - Invoice a
Contract Directly and press Tab.
Notice the Invoiced message displays.
2. Navigate to the Line > Detail sheet.
3. From the New menu, select New Line.

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4. In the Part/Rev field, search for and select part 1032X050.


5. In the Contract Qty field, enter 15.
6. Click Save.
7. Navigate to the Summary sheet.
An Uninvoiced Line message displays to alert you there is a line that has not been invoiced in the contract.
8. Select the Ready to Invoice check box to invoice the new line.
9. Click Save and exit Service Contract Entry.
Once you add a line to an invoiced contract, you must invoice the new line. Since the Type is set to invoice directly,
launch AR Invoice Entry to invoice.

Invoice an Added Line


Navigate to AR Invoice Entry.
Menu Path: Financial Management > Accounts Receivable > General Operations > Invoice Entry
1. From the New menu, select New Group.
2. In the Group field, enter LineXXX (where XXX are your initials).
3. From the Actions menu, select Get > Contract Billing.
The Contract Billing window displays.
4. In the Contract Billing window, click the Manual Selection button.
The Contract Billing Browse window displays.
5. In the Service Contract grid, select the contract number for Colorado Metals and click OK.
6. To the Are you sure? message, click Yes to confirm.
7. To the Created Invoices message, click OK to continue.
In the Invoices grid, the invoice details display.
8. Click Save.
For more details on the invoiced line, select Group > Print Invoices from the Actions menu.
9. Exit AR Invoice Entry.

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. It can be run for a specific
time period for active or expired contracts and can be filtered by customer, part, or contract code.
Use the Selection sheet to select the report parameters. Use the Filter sheet(s) to select the specific records to
include on the report. For more information, refer to the Filters Overview topic in the Application Help.

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Important For more information on how to review the status of a report you print, preview, or generate,
refer to the System Monitor Overview topic in the Application Help.
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. It can be run for a specific time period
for active or expired contracts and can be filtered by customer, part, or contract code.
Use the Selection sheet to select the report parameters. Use the Filter sheet(s) to select the specific records to
include on the report. For more information, refer to the Filters Overview topic in the Application Help.
Important For more information on how to review the status of a report you print, preview, or generate,
refer to the System Monitor Overview topic in the Application Help.
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, monthly,
or yearly intervals which automatically bill customers.

Workshop - Establish Recurring Service Contracts


In this workshop, create and invoice a recurring service contract.
You receive a purchase order with number 65778900-10 from Addison INC. to purchase a recurring service
contract for part DCD-200-ML. Part DCD-200-ML was purchased previously on sales order number 5118. You
must create the recurring service contract, enter a sales order to activate the contract, ship the order, and run
the Get Contract Billing command in AR Invoice Entry.
Navigate to Service Contract Entry.
Menu Path: Service Management > Field Service > General Operations > Service Contract Entry

Create a Service Contract


1. From the New menu, select New Contract.
2. In the ID field, enter ADDISON and press Tab to display the default information.
3. In the Type field, select the XXX One Year Material Only (where XXX are your initials) service contract.
4. Click Save and record the contract number ___________.
5. Navigate to the Line > Detail sheet.
6. From the New menu, select New Line.

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7. In the Ref. Order/Line field, search for and select sales order number 5118.
In the Part/Rev field, DCD-200-ML automatically displays.
8. Navigate to the Header > Detail sheet.
9. In the Invoicing pane, verify the Recurring check box is selected.
Note This option is set in Service Contract Code Maintenance, for more information, refer to the
Field Service module in the Application Help.

10. In the Frequency Period field, verify Field Service Monthly displays.
Note The Frequency Period is set in Service Contract Code Maintenance and the frequency period
is created in Fiscal Calendar Maintenance. The Recurring options were set in the Workshop - Set Up
a Service Contract Code.

11. Select the Ready to Invoice check box.


12. Click Save and exit Service Contract Entry.

Generate a Recurring Contract Billing Invoice


Navigate to AR Invoice Entry.
Menu Path: Financial Management > Accounts Receivable > General Operations > Invoice Entry
1. From the New menu, select New Group.
2. In the Group ID field, enter RecXXX (where XXX are your initials).
3. In the Invoice Date field, select the last date of the current month.
In the Invoice Date field, you must enter the next End Date scheduled in the Field Service Monthly
frequency period. You can verify this in Fiscal Calendar Maintenance.
4. From the Actions menu, select Get > Contract Billing.
The Contract Billing window displays.
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.
5. Click the Manual Selection button.
The Contract Billing Browse window displays.
6. In the Service Contract grid, select the contract number for Addison INC. created in the Workshop - Establish
Recurring Service Contracts and click OK.
7. To the Are you sure? message, click Yes to confirm.
8. To the Created Invoices message, click OK to continue.
In the Invoices grid, the Addison INC. invoice displays.
9. Exit AR Invoice Entry.

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Service Calls
This section of the course covers entering a service call, dispatching a technician, charging labor and material to
a service call, and invoicing the service call.
A service call is a trip a repairman makes to the location of something in need of service.

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Service Call Center


Use Service Call Center to enter and track field service calls for a particular customer.
A service call details the parts that need service, why they need service, and the service contract or warranty
coverage for the parts. The Service Call Center also provides the ability to assign technicians to a service call.
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, the Main Menu appears as:
Customer Relationship Management > Sales and Marketing Management > General Operations > Service
Call Center

Workshop - Enter a Service Call for a Warranty Part


You receive a call from International Machine Company (IMC) saying that one unit of part XXX-050 that was
recently shipped and is under warranty for repair. In this workshop, enter a service call for maintenance of this
part. The nature of the problem is unknown at this time, so the technician needs to make a diagnosis in the field.
Navigate to Service Call Center.
Menu Path: Service Management > Field Service > General Operations > Service Call Center
1. From the New menu, select New Call.
2. In the Customer field, enter IMC and press Tab.
3. Navigate to the Header > Detail sheet.
4. Enter the following information:
Field

Data

Request Date

Today's date

Scheduled Date

Today's date, two hours from now

Duration (Days)

Priority

Normal

Call Type

Standard Service

5. Click Save.
6. Navigate to the Line > Detail sheet.
7. From the New menu, select New Line.
8. In the Part/Rev field, enter XXX-050 (where XXX are your initials) and press Tab.
9. In the Reason field, select Failure within Warranty.

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10. Navigate to the Technicians > List sheet.


11. In the Technicians grid, in the ID column, select XXX (where XXX are your initials).
12. Click the Assign button.
13. Navigate to the Summary sheet and record the call number for International Machine Company (IMC)
_______________.
14. Click Save and remain in Service Call Center.
The Service Technician Dispatch report can be printed at the beginning of each day to schedule technicians.
Also, the Priority Dispatch report can be run by department to show all open service call jobs.

Workshop - Enter a Service Call for a Service Contract


As soon as you finish entering the service call for International Machine Company (IMC), the phone rings again.
This time it is Addison INC requesting service for part DCD-200-ML. They request standard service for the item
and hope to schedule the service as soon as possible.
1. From the New menu, select New Call.
2. In the Customer field, enter ADDISON and press Tab.
3. Navigate to the Header > Detail sheet.
4. Enter the following information:
Field

Data

Request Date

Today's date

Scheduled Date

Today's date, two hours from now

Duration (Days)

Priority

Normal

Call Type

Standard Service

5. Navigate to the Line > Detail sheet.


6. From the New menu, select New Line.
7. In the Part/Rev field, enter DCD-200-ML and press Tab.
8. In the Reason field, select Failure outside of Warranty.
9. In the Contract field, right-click and select Open with > Service Contract Search.
The Service Contract Search window displays.
10. Click Search.
11. In the Search Results grid, select the contract number created for Addison Inc. in the Workshop - Create
a Service Contract and click OK.

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12. Navigate to the Summary sheet and record the call number _______________.
13. Click Save and remain in Service Call Center.

Workshop - Enter a Service Call Job


In this workshop, create a job for the service call using the Create Service Call Job option.
1. From the Actions menu, select Create Service Call Job.
The Job Entry window displays.
All the information, including the part number, description, and due dates from the service call, defaults
into the job if it is engineered and released.
The service call job number contains the service call number, along with a sequential number that refers to
how many jobs are created for this call.
2. Click Save and remain in Job Entry.
This job has no operations or material requirements to report against. A job template can be set up with
specific operations and commonly-used parts. The Get Details from Jobs function can be used to eliminate
much of the work necessary to create and maintain service call jobs.
3. Minimize Service Call Center and Job Entry.

Workshop - Prepare a Service Job for Labor and Material Reporting


In this workshop, set up the warranty service job so it is ready to accept the labor and material used. Miscellaneous
charges can be entered at the same time.
Material
The service technician has returned and indicated the following parts were used:
Part Number

Description

Quantity

516LN

Nylon Nut

516x075B

Bolt

Time
The entire job took four hours to complete.
Miscellaneous Charges
Travel expenses are $35.00.

Add Operations and a Resource Group to a Service Job


Maximize Job Entry.
1. Navigate to the Engineering > Operation Master sheet.
2. Click the Operation button to search for operations.
The Operation Search window displays.

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3. Click Search.
4. In the Search Results grid, search for and select the operation Service Technician with Van and click
OK.
5. In the Operations grid, select operation FS010.
6. In the Operations grid, drag and release operation FS010 to the tree view in the Operations node.
Operation FS010 displays in the tree view.
7. In the tree view, right-click the job and select Tree > Expand Tree.
8. Navigate to the Engineering > Resource Groups sheet.
9. Click the Resource Group button.
The Resource Group Search window displays.
10. Click Search.
11. In the Search Results grid, search for and select Service Technician and click OK.
12. In the Resource Groups grid, in the ResourceGrpID column, select SERVC.
13. Drag and release the SERVC resource directly below Operations > Resources in the tree view.
Resource group SERVC displays in the tree view.
14. Navigate to the Job Details > Operations > Detail sheet.
15. In the Prod Std field, enter 3 and click Save.

Add Parts and a Subassembly to a Job


1. Navigate to the Engineering > Parts sheet.
2. Click the Part button.
The Part Search window displays.
3. In the Part Search window, click the Options button.
The Search Options window displays.
4. Select the Return All Rows check box and click OK.
5. In the Part Search window, click Search.
6. In the Search Results grid, press Ctrl and select parts 516LN and 516X075B.
7. Click OK.
8. In the Parts grid, press Ctrl, select both parts, and release them in the tree view in the Materials node.
The parts display under the Materials node in the tree view.
9. Navigate to the Job Details > Materials > Detail sheet.

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10. In the Quantity pane, in the Qty/Parent field, verify 1 displays.


11. Repeat step 10 for material 516LN.
12. In the tree view, right-click Subassemblies and select Add Subassembly.
The Job Details > Assemblies > Subassemblies > Detail sheet displays.
13. In the Part field, search for and select 00C2A.
14. In the Pull Qty field, enter 1 and click Save.

Enter Miscellaneous Charges


1. In the tree view, right-click Materials and select Add Material.
The Job Details > Materials > Detail sheet displays.
2. In the Part/Rev and Desc fields, enter Travel Time.
3. Select the Misc Charge check box.
4. In the Misc Charge field, select Travel Expense.
5. Navigate to the Job Details > Materials > Material Service sheet.
6. Enter the following information:
Field

Data

Reason

Failure outside of Warranty

Misc Charge

Engineering Charge

Billable

Select this check box

Unit Price

35

7. Navigate to the Job sheet.


8. Select the Engineered and Released check boxes.
9. From the Job field, record the service call job number ________________.
10. Click Save and exit Job Entry.
11. Maximize Service Call Center.
12. Navigate to the Line > Line Pricing sheet.
13. Click Refresh to view the planned service call job estimates.
14. Exit the Service Call Center.

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Workshop - Report Labor to a Service Call Job


In this workshop, charge labor against the job created for the service call.
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.
Navigate to Time and Expense Entry.
Menu Path: Service Management > Field Service > General Operations > Time and Expense Entry
1. In the Employee field, enter XXX (where XXX are your initials) and press Tab.
2. In the Calendar pane, verify today's date is selected.
3. From the New menu, select New Time.
The Time > Daily Time > Summary > Detail sheet displays.
Shift start and stop times display, along with actual and adjusted clock in, clock out, and lunch times. If an
employee does not work the total amount of the shift or works overtime, change the Adjusted Clock In or
Clock Out times to reflect the actual amount of time worked during the day.
4. Accept the defaults and click Save.

Record Time and Quantity Information


Record time and quantity information for service call job operations.
1. From the New menu, select New Time Detail.
The Time > Daily Time > Detail > Detail sheet displays.
2. In the Labor Type field, verify Production defaults.
3. In the Job field, search for and select the service call job number recorded in the previous workshop.
In the Job Search window, in the Starting at field, enter SRV to filter the jobs.
4. In the Operation field, select 10.
5. In the Labor Qty field, enter 1.
Entering in the labor quantity marks the operation as complete.
6. In the Labor Hrs and Burden Hrs fields, verify or enter 8.00.
7. Click Submit.

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The Status field should display Approved.


8. Exit Time and Expense Entry.

Run the Labor Edit Report


After all service department labor is posted in Time and Expense Entry, it is important to run the Labor Edit
report and verify time is recorded properly to the correct job, as well as the correct operation.
The data collection labor entry method is not explained here because offsite employees may not have access to
a terminal.
Navigate to the Labor Edit Report.
Menu Path: Production Management > Job Management > Reports > Labor Edit
1. In the Begin Date field, select today's date.
2. In the End Date field, select today's date.
3. Click Print Preview.
The Labor Edit Report window displays.
4. Review the Labor Edit Report information.
In the Labor Edit Report, after the Employee label, search for XXX (where XXX are your initials) to review
your labor details.
5. Close the Labor Edit Report window.
6. Exit the Labor Edit Report.

Review the Service Job in the Service Call Program


In this workshop, review the service call line pricing and verify charges are correct.
Navigate to the Service Call Center.
Menu Path: Service Management > Field Service > General Operations > Service Call Center
1. In the Call Number field, enter the service call number created for Addison INC. in the Workshop - Enter
a Service Call for a Service Contract.
2. Navigate to the Line > Line Pricing sheet to display the estimated, actual, and billable charges.
Note Labor was not covered in this service contract, it displays in the Billable section. Since
miscellaneous charges were not covered, they show as billable.

3. Minimize the Service Call Center.

Workshop - Report Material Consumed


In this workshop, issue all materials for the service call job.
Navigate to Mass Issue to Manufacturing.

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Menu Path: Service Management > Field Service > General Operations > Mass Issue to Mfg.
1. In the Job field, search for and select the service call job number created in the Workshop - Enter a Service
Call Job for part DCD-200-ML.
The tree view indicates there are subassemblies on this job; you can choose to issue for the top level assembly
or all subassemblies.
2. In the Assembly pane, select the Include Subassemblies check box to issue all material for this job.
3. Click the Issue button.
The Issue > List sheet displays. The Job/Assemblies > Detail sheet can be updated. For example, if the
total number of parts required on the job are not used, the quantities can be changed in the Quantity field.
4. Click the Issue All button and then click OK.
This issues all material from the primary bin and warehouse.
5. To the Have all materials been issued for this Service Call? message, click Yes.
6. Click Save.
7. Exit Mass Issue to Manufacturing.

Workshop - Review and Close the Service Call


In this workshop, review the estimated, actual, 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.
Maximize the Service Call Center.
Menu Path: Service Management > Field Service > General Operations > Service Call Center
1. Navigate to the Summary sheet.
2. In the Call Number field, verify the service call for Addison INC displays.
3. Click Refresh.
4. Navigate to the Line > Line Pricing sheet.
Since material was covered in this service contract, it does not display in the Billable section.

Close a Service Call


Close the service call for Addison INC.
1. From the Actions menu, select Close Service Call.
2. To the Service Call Center message, click Yes to close the service call.
3. Exit the Service Call Center.

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Workshop - Invoice a Service Call


In this workshop, invoice the service contract call for Addison INC.
Once invoicing has occurred, the service call job is automatically closed and cannot be re-opened. Service calls
are not available in the job completion and closing function; however, a service call can be re-opened.
Navigate to AR Invoice Entry.
Menu Path: Financial Management > Accounts Receivable > General Operations > Invoice Entry
1. From the New menu, select New Group.
2. In the Group field, enter FSC-XXX (where XXX are your initials).
3. Click Save.
4. From the Actions menu, select Get > Field Service Calls.
The Generate Field Service Invoices window displays.
5. Click the Sold To Customers button.
The Customer Search window displays.
6. In the Search Results grid, select Addison INC and click OK.
7. In the Generate Field Service Invoices window, click OK.
8. To the Are you sure? message, click Yes to confirm.
9. To the Created Invoices message, click OK to continue.
In the Invoices grid, the invoice created for the closed Addison INC. call displays.
10. Exit AR Invoice Entry.

Workshop - Review a Service Call Invoice


In this workshop, verify the service call is marked as invoiced.
Navigate to the Service Call Center.
Menu Path: Service Management > Field Service > General Operations > Service Call Center
1. In the Call Number field, search for and select the service call number created in the Workshop - Enter a
Service Call for a Service Contract for Addison INC.
2. In the Summary sheet, next to the Closed button, verify the Invoiced status displays.
3. Exit the Service Call Center.

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Service Call Status Report


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

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Specialized Processing
This section of the course discusses special Field Service capabilities of the Epicor application.

Service Contract Renewals


In this section of the course, 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.
A renewal is used to extend the duration of a contract before the original expiration date. You can modify the
amount to charge the customer as part of the renewal. When you renew a contract, you can add and remove
items to it even if it is already invoiced. Once the contract is renewed, it can be directly invoiced.
Note The duration of the renewal can be different from the duration of the original contract, so it is
necessary to specify the duration for the renewal.
The following diagram describes the steps to complete a service contract renewal.

Renew Contracts
Use Renew Contracts to renew several contracts at once instead of one by one.
Select the Get Contracts/Renewals option from the Actions menu to retrieve all the contract that expire prior to
the Expire Date value. The records that fall within the filter defined populate in the contracts grid.
Note The Renewable check box must be selected in Service Contract Entry in order to renew a contract.

Menu Path
Navigate to this program from the Main Menu:
Service Management > Field Service > General Operations > Renew Contracts

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Workshop - Renew a Service Contract


In this workshop, renew the Colorado Metals contract that is about to expire using the contract created in the
Workshop - Invoice a Contract Directly.
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.
Important There are two ways to renew a contract. The first way is to use the Renew Contract process
to select and renew one or several contracts at a time. The second way is to use Service Contract Entry
and select New Contract Renewal from the New menu.

Select and Renew a Service Contract


Navigate to Renew Contracts.
Menu Path: Service Management > Field Service > General Operations > Renew Contracts
1. Verify that today's date displays in the Expire Date field.
2. In the Expire Date field, select the date four months from today.
The service contract expiration date is set to four months. The contract duration is set in Service Contract
Code Maintenance and used in Service Contract Entry.
3. From the Actions menu, select Get Contracts / Renewals.
In the Contracts / Renewals grid, all contracts that expire prior to the expire date display.
4. In the Contract/Renewals grid, search for the contract created in the Workshop - Invoice a Contract Directly
for Colorado Metals and select the Selected check box.
Click the Select All button to select all contract records that display in the Contracts / Renewals grid. Click
the Unselect All button to unselect all contract records that display in the Contracts / Renewals grid.
5. On the Standard toolbar, click the Submit icon.
6. Exit Renew Contracts.

Review Renewal Details


Navigate to Service Contract Entry.
Menu Path: Service Management > Field Service > General Operations > Service Contract Entry
1. In the Contract field, enter the contract number created for Colorado Metals in the Workshop - Invoice a
Contract Directly and press Tab.
2. Navigate to the Header > Detail sheet.
3. In the Renewals Total field, verify the total reflects an increase of 15% from the Contract Total value.
The contract increase is defined in Renewal Code Maintenance and is linked to the service contract code.
Colorado Metals wants to renew the contract for an additional eight months to complete the year cycle.
To do this, select a new Renewal Type. When a contract is renewed, it is automatically renewed using the
Type selected in the Header > Detail sheet.

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4. Navigate to the Header > Contract Renewals > Renewals sheet.


5. In the Renewal Type field, select 8 Month - Mtl Coverage.
The Renewal Line Dates window displays.
6. In the Renewal Line Dates window, click Yes to update the renewal lines with the new Renewal Date and
Renewed Until dates.
7. In the Order pane, in the Renewed Until field, verify the date is eight months after the Renewal Date.
8. In the Renewal Date field, record the date ____________________.
This date is required in AR Invoice Entry to invoice the renewal contract.
9. Select the Ready to Invoice check box.
10. Click Save and exit Service Contract Entry.

Invoice the Renewed Contract


Navigate to AR Invoice Entry.
Menu Path: Financial Management > Accounts Receivable > General Operations > Invoice Entry
1. From the New menu, select New Group.
2. In the Group field, enter InvXXX (where XXX are your initials).
3. In the Invoice Date field, enter the renewal date recorded in the previous workshop topic.
4. From the Actions menu, select Get > Contract Billing.
The Contract Billing window displays.
5. In the Contract Billing window, click the Manual Selection button.
The Contract Billing Browse window displays.
6. In the Service Contract grid, select the service contract number for Colorado Metals renewal contract and
click OK.
In the Renewal Number column, notice a 1 displays.
7. To the Are you sure? message, click Yes to continue.
8. To the Created Invoices message, click OK to continue.
In the Invoices pane, the invoice details display.
9. Click Save.
10. Exit AR Invoice Entry.

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Workshop - Create a Quoted Contract Renewal


In this workshop, create a quote, send it to the customer for approval, and invoice the contract renewal.
The service contract created for Addison INC has a duration of one year. Addison INC wants to renew this contract
for another year. Before invoicing the renewal, Addison INC wants a quote for the renewal increase so it can be
approved.

Set Up a Renewable Contract


Navigate to Service Contract Entry.
Menu Path: Service Management > Field Service > General Operations > Service Contract Entry
1. In the Contract field, search for and select the contract created for Addison INC in the Workshop - Establish
Recurring Service Contract.
2. Verify the Renewable check box is selected.
3. From the New menu, select New Contract Renewal.
The Header > Contract Renewals > Renewals sheet displays.
4. In the Renewal Type field, verify XXX One Year Material Only (where XXX are your initials) display.
5. Click Save.
6. From the Actions menu, select Generate Renewal Lines.
Renewal lines are created for part DCD-200-ML.
7. In the tree view, highlight the renewal.
8. On the Header > Contract Renewals > Renewals sheet, select the Ready to Quote check box and click
Save.
This check box indicates the renewal will automatically generate a quote.
9. In the Quoted Renewal pane, in the Quote field, verify a quote number is generated and record the quote
number _________________.
10. Click Save and close Service Contract Entry.

Approve the Quote


In order to approve the quote, you must be logged in as one of the salespeople. Log in as Penny Lane.
1.

From the Options menu, select Change User ID.


The Log On window displays.

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2.

In the User name and Password fields, enter plane.

3.

Click OK.

4.

Verify you are in the Main site.

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Navigate to Opportunity/Quote Entry.


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. In the Opportunity/Quote field, verify the quote number created in the previous workshop task displays.
2. Navigate to the Tasks > Tree sheet.
3. In the Tasks for Quote tree, select the Generate Quote task.
4. Navigate to the Tasks > Details sheet.
5. Select the Complete check box.
6. Click the Update button.
7. Navigate to the Tasks > Tree sheet.
8. Verify the Generate Quote task displays with a green check mark.
9. In the Tasks for Quote tree, select the Customer Approval task.
10. Navigate to the Tasks > Details sheet.
11. Select the Complete check box and verify the Win option is selected.
12. Click the Update button.
13. Navigate to the Summary sheet and verify a green WON message displays.
14. Click Save.
15. Exit Opportunity/Quote Entry.

Review Renewal Details


Navigate to Service Contract Entry
Menu Path: Service Management > Field Service > General Operations > Service Contract Entry
1. Navigate to the Header > Contract Renewals > Renewals sheet.
2. In the Quoted Renewal pane, verify the Quote Accepted check box is selected.
This check box is automatically selected when the quote is complete and marked as won.
3. Select the Ready to Invoice check box.
4. Click Save.
5. Exit Service Contract Entry.
Note Once the customer approves the renewal contract, it can be invoiced using AR Invoice Entry.

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Deferred Revenue
Deferred revenue is a liability created when a company receives money for goods and services not yet provided.
Revenue is recognized, and the deferred revenue liability eliminated, when the services are performed.
Deferred revenue stems from the accounting concept of revenue recognition, under which revenues are recognized
only when the earnings process is complete. If funds are received and no goods or services have been provided,
the process is incomplete; thus, revenue cannot be recognized, and a deferred revenue liability is recorded.
Specifically, the deferred revenue account is credited, and cash, or other assets, is debited. Deferred revenue is
recorded in specific industries under particular circumstances.
For example, a software company may post deferred revenue for a maintenance agreement under which services
will be provided over several years. 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.
A Deferred Revenue is a feature used to collect deposits and other cash receipts prior to the completion of the
sale. Deferred revenue is important because it is money a company collects before it actually delivers a product
or a service. For example, a software company sells and receives payment for a computer program before it is
delivered or installed. This does not get recorded as straight revenue because if something goes wrong with the
job, the money is at risk. For more information on this module, refer to the Deferred Revenue Accounting course
and Application Help.
Note Deferred Revenue Accounting is a new module that requires a separate license. A valid Deferred
Revenue Accounting license must be installed and functional to use this functionality.

Workshop - Use Deferred Revenue Accounting


East Coast Distribution bought the latest manufacturing software. In additional to purchasing the software, they
also want a service contract that covers labor for the next year.
In this workshop, create a service contract that covers software service and where you can post deferred revenue
for the service agreement provided over the next year.

Create a Service Contract Code


Navigate to Service Contract Code Maintenance.
Menu Path: Service Management > Field Service > Setup > Service Contract Code
1. From the New menu, select New Contract Code.
2. In the Contract Code field, enter XXX_DR (where XXX are your initials).
3. In the Description field, enter XXX Deferred Revenue Code (where XXX are your initials).
4. Select the Material check box.
5. In the Duration field, enter 1.
6. In the Modifier field, select Years.
7. In the Unit Price field, enter 1,200.
8. In the Price Per field, verify Contract is selected.

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9. Select the Deferred Revenue check box.


10. In the RA Code field, select Deferred Revenue Code.
11. Click Save and exit Service Contract Code Maintenance.

Create a Service Contract


Navigate to Service Contract Entry.
Menu Path: Service Management > Field Service > General Operations > Service Contract Entry
1. From the New menu, select New Contract.
2. In the Sold To pane, in the ID field, search for and select East Coast Distribution.
3. In the Type field, select XXX Deferred Revenue Code (where XXX are your initials) and click Save.
4. Navigate to the Header > Detail sheet.
5. In the Deferred Revenue pane, verify the Defer check box is selected and the RA Code and Start Date
information defaults.
6. Navigate to the Line> Detail sheet.
7. From the New menu, select New Line.
8. In the Part / Rev field, enter CS1900 and press Tab.
9. In the Contract Qty field, enter 1.00.
10. Navigate to the Header > Detail sheet.
11. Select the Ready to Invoice check box.
12. Click Save and record the service contract number __________________.
13. Minimize Service Contract Entry.

Invoice the Contract


Navigate to AR Invoice Entry.
Menu Path: Financial Management > Accounts Receivable > General Operations > Invoice Entry
1. From the New menu, select New Group.
2. In the Group field, enter XXX-2 (where XXX are your initials).
3. In the Invoice Date and Apply Date fields, verify today's date defaults
4. From the Actions menu, select Get > Contract Billing.
The Contract Billing window displays.
5. In the Contract Billing window, click the Manual Selection button.

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The Contract Billing Browse window displays.


6. In the Service Contract grid, select the contract number for East Coast Distribution and click OK.
7. To the Are you sure? message, click Yes to confirm.
8. To the Created Invoices message, click OK to continue.
In the Invoices grid, the invoice details display.
9. Click Save.
For more details on the invoiced line, select Group > Print Invoices from the Actions menu.
10. Navigate to the Line > Amortization sheet.
11. In the Revenue Amortization Schedule grid, review the monthly payments scheduled for the current
year.
The revenue is distributed equally between the number of months left in the current year.
12. Minimize AR Invoice Entry.

Suspend the Service Contract


After a few months, 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. In the meantime, the service contract must be
suspended.
Maximize Service Contract Entry.
1. On the Standard toolbar, click Refresh.
Notice the Invoiced alert displays.
2. Click the Suspended check box.
The Service Contract window displays.
3. In the Service Contract window, click OK to update related invoice revenue amortization schedules to
display on hold.
4. In the Hold Revenue Amortization Schedules window, in the Hold Reason field, select Hardware
Failure and click OK.
5. Click Save.
6. Exit Service Contract Entry.
7. Maximize AR Invoice Entry.
8. On the Standard toolbar, click Refresh.
9. In the Line > Amortization > Revenue Amortization Schedule grid, verify all Hold check boxes are
selected.
10. Exit AR Invoice Entry.

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Conclusion

Conclusion
Congratulations! You have completed the Field Service course.

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Additional information is available at the Education and


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account, go to http://support.epicor.com.