Setting up and maintaining customer service
Important
This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.
Applies To: Microsoft Dynamics AX 2012 R3, Microsoft Dynamics AX 2012 R2, Microsoft Dynamics AX 2012 Feature Pack, Microsoft Dynamics AX 2012
The topics in this section provide information about how to set up and maintain customer service.
Working with service agreements
Creating service tasks and service objects
Defining reason codes and stages for service orders
Preparing agreements, sales prices, and performance metrics
Working with repair management
Customer service setup and maintenance forms
The following table lists the forms that support setting up and maintaining customer service. The table entries are organized by task and then alphabetically by form name.
Note
Some forms in the following table require information or parameter settings to navigate to them.
For more information about setup and maintenance tasks, see the System and Application Setup Guide.
Task |
Form name |
Usage |
---|---|---|
Working with service agreements |
Service agreement groups |
Create service agreement groups. |
Service parameters |
Set up and maintain service parameters. |
|
Service intervals |
Set up intervals for service agreement lines to determine the intervals between service orders. |
|
Service template groups |
Create and maintain service template groups. |
|
Time window |
Set up time windows for service agreements. |
|
Creating service tasks and service objects |
Create template BOM |
Create a template bill of material (BOM). |
Service objects |
Maintain service objects. |
|
Service object groups |
Maintain service object groups. |
|
Service object relations |
Create service object relations by attaching service objects to a service agreement or service order. |
|
Service tasks |
Maintain service tasks. |
|
Service task relations |
Create service task relations by attaching service tasks to a service agreement or service order. |
|
Template BOMs |
Maintain template BOMs. |
|
Defining service order stages and reason codes |
Service stages |
Create and maintain service stages. |
Stage reason codes |
Create and maintain reason codes that explain changes to a service stage. |
|
Preparing contracts, cost categories, sales prices, and performance metrics |
Sales price - Subscription |
Set up and maintain sales prices for subscription fees. |
Service level agreements |
Create service level agreements. |
|
Working with repair management |
Conditions |
Create conditions that you can use in repair lines. |
Diagnosis areas |
Create diagnosis areas that you can use in repair lines. |
|
Diagnosis codes |
Create diagnosis codes that you can use in repair lines. |
|
Repair lines |
Create repair lines for service objects on service orders. |
|
Repair stages |
Create the repair stages of a repair cycle. |
|
Resolutions |
Create resolution codes to describe how repair line problems were resolved. |
|
Symptom areas |
Create codes for symptom areas that you can use in repair lines. |
|
Symptom codes |
Create symptom codes that you can use in repair lines. |
|
Setting up customer returns |
Disposition codes |
Create disposition codes. |
Return reason codes |
Create return reason codes. |
|
Return reason code groups |
Create return reason code groups. |