Setting up and maintaining customer service [AX 2012]

Updated: November 24, 2010

Applies To: Microsoft Dynamics AX 2012 R3, Microsoft Dynamics AX 2012 R2, Microsoft Dynamics AX 2012 Feature Pack, Microsoft Dynamics AX 2012

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.


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.


Form name


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


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.


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.

Announcements: To see known issues and recent fixes, use Issue search in Microsoft Dynamics Lifecycle Services (LCS).