A Stop-and-Go Light indicating that indicates a customer's accounts receivable status displays is displayed in this window, as well as indicators of maintenance contracts, global filtering, master contracts, service level agreements, maintenance contract quotes, and overdue preventive maintenance service calls. For more information on the Stop-and-Go Light indicator, see Use Stop-and-Go Light with Receivables Status.

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You can use the Service Manager window to locate records, to view a customer's status, and to navigate to the Customer, Location, Equipment, Maintenance Contract, Contract Quote, and Service Call windows.

Opening the Service Manager window

Select Cards > Service Management > Service Manager.

Viewing the Service Manager Inquiry window

Select Inquiry > Service Management > Service Manager.

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The Add Service Customer window is available to limited and full users to quickly add a new service customer with the essential data needed to create a service call. Users can only add or edit the quick add service customer record.

1. To access the window, go to Cards > Service Manager.

2. In the Service Manager window select Additional > Quick Add Customer. 

   Note
   If the Service Manager window currently has customer information displayed, select the Clear button in the Add Service Customer window.

3. Complete the following fields, as necessary:

   • Customer ID
     If you chose to automatically generate customer IDs, this field will populate automatically. 

     Note
     Microsoft Dynamics GP does not support the use of an apostrophe (') in the customer ID.

   • Name
     The Name defaults into the Short Name and Statement Name fields, which you can edit. See descriptions for those fields below.
   • Class ID
     When you assign the customer to a class, several default entries appear in this window. If a service class was assigned to the customer class, default service information also appears.
   • Address ID, Location Name, Address fields
     Enter an address ID and name for the primary location, then fill in the address fields.
   • Contact Person, Phone
     Enter the contact information and phone number for the customer's primary location. The Contact Person 2 field may be disabled depending on setup options.
   • Primary Technician
     The primary technician for the primary location will be the default entry in the Service Call window's Technician ID field. The Primary Technician expansion button opens the Location Technicians window, where you can assign a technician to each skill level at this location. This function is used with the tasking feature in the Maintenance Contract module.
   • Tax Schedule ID
     The customer's tax schedule is used to calculate taxes for a Delivery.
   • Labor Rate Group
     The labor rate establishes the billing amount for your technician's work at the location.
   • Price Matrix
     Pricing matrices are used to calculate the billing amount for inventory, equipment, materials, and all other costs except labor. The Price Matrix field shows the markup charged for the customer location.

   • Division
     Enter a division for all service calls at this location. 

     Note
     If MobileTech is registered, the division is required.

   • Time Zone, Description
     Select a time zone, and the description defaults. This field is enabled if the Enable Time Zone Views checkbox is marked in Service Options.
4. If you are using global filtering and have access to multiple branches, select the Branch icon to open the Branch Setup window. In this window, assign the customer to a branch. Select Save to return to the Add Service Customer window.
5. Select Save to save the customer record to close the Add Service Customer window. The information you entered displays in the Service Manager window.

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You can search for a customer and location record using the lookup window in any of the following fields: Customer ID, Customer Name, Location Address ID, Location Name, Address 1, ZIP Code/Postal Code, and Contract Number.

If you don't know the customer ID, you can enter a partial ID and then use the lookup window to search for a record. If you are using global filtering, the Customer ID window contains a drop-down list with the choices: User Profile, Global, and any branch names you have created. It defaults to the same setting as is specified for the global filter list in the Service Manager window.

When you type an entry in the Customer ID field, if you do not have a branch selected in your user profile or in the Service Manager window, the primary location for that customer displays.

To perform a search in the Phone 1 field, you must enter the customer's exact phone number 1, phone number 2, or fax number and then either select the attached phone button or tab off the field. If the phone 2 or fax number is typed in the Phone 1 field, the corresponding customer and location record will display with the Phone 1 field displayed appropriately.

The Service Manager window has several informational display-only fields: Customer Status, Address 2, City, State, Contact 1, Contract Status, and Contract Type. Changes to these fields must be made in either the Customer, Location, or Maintenance Contract windows.

Using the Find button

You can search for a service call, a customer record by equipment, or an invoice using the Find button in the Service Manager window, Service Call window, Dispatch Board, or Technician Board.

Finding a service call

1. Enter the service call ID. The Find window defaults with the Service Call radio button selected in the Find Options field and the date portion of the service call ID already entered in the Find field.
2. Select Find.

Finding a customer by equipment

1. Select the Equipment radio button, and use the Find By drop-down list to select an equipment-related field.
2. Enter the equipment information in the Find field. You can enter the first characters of the field if you can't recall the complete equipment information.
3. Select Find. A lookup window opens with the record that most closely matches the value entered.
4. Select the Select button to display the customer record in the Service Manager window.

Finding an invoice or credit memo

1. Select the Invoice radio button.
2. Enter the invoice or credit memo number in the Find field.
3. Select Find. If you enter a service invoice number, the Service Invoice window or Posted Service Invoice window opens where you can view the billing information. If you enter a maintenance invoice number, the Maintenance Contract window opens. You can select the Billing button in the Maintenance Contract window to open the Billing Schedule window where you can view the billing information.

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When a customer is selected in the Service Manager window, the customer's status displays to indicate if the customer is on hold, inactive, or marked as a temporary customer.

Viewing the Customer Accounts Receivable Status

To view transaction information for a customer, you can zoom on the Amount field in the Microsoft Dynamics GP Customer Payment Summary Inquiry window to open the Microsoft Dynamics GP Receivables Transaction Inquiry window.

As a default, the red light indicates a balance 61 days or more past due or indicates the customer has a hold or inactive status. The yellow light indicates a 31- to 60-day past due balance, and the green light indicates the customer is current. You can modify the defaults by changing the Microsoft Dynamics GP accounts receivables aging categories (Microsoft Dynamics GP > Tools > Setup > Sales > Receivables).

Viewing Location Status

If a location has been marked inactive in the Location window, the Inactive check box is marked.

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The Service Manager window also allows you to view the most recent service calls for a customer location or contract. This is useful if you want information about the most recent service calls, but you do not want to browse through the service calls in the lookup window to find the correct ones.

When a customer and location are selected, the Service Manager window displays the most recent X number of service calls related to the selected customer location or contract, where X is the number of recent service calls specified in setup.
If a contract is selected, the most recent X number of service calls for that contract display.

You can use the expansion button to view details of the recent service calls, or double-click on a call to open the Service Call window and view more information.