Setting up Service Classes

Service classes can be used to organize service information for customers of similar type. A service class is assigned to a customer class. When a new customer is added to Service Management and assigned a customer class, the associated service class information populates the Customer Maintenance, Customer, and Location windows. The default service information will only be applied to new customers and their primary location.

To add service class information, you must have security access to the alternate Customer Class Setup, Customer Maintenance, and Customer Address Maintenance windows.

1. Select Microsoft Dynamics GP > Tools > Setup > Sales > Customer Class > Service Class.
2. Complete the following fields, as necessary.
   • Set Location Name to
     Select a default primary location name for customers in this class. When you add a new customer record, the Location Name field in the Customer Maintenance window will be completed, depending on your selection.
   • No Default
     The Location Name field will not contain a default entry.
   • Address Code
     The address ID is used as the location name.
   • Customer Name
     The customer name is used as the location name.
   • Default
     The text entered in the Default field is used as the location name.
   • Service Area
     When a service area is entered, first and second technician IDs that have been assigned to the area (Service Area Setup window) default into the Primary Technician and Secondary Technician fields.
   • Primary Technician, Secondary Technician
     Identify the primary and secondary technicians for the customer's primary location.
   • 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
     Select a division for all service calls at the customer's primary location. This division will be the default entry in the Service Call window.
   • Priority
     Enter a single alphanumeric character as the priority for all service calls at the customer's primary location. 1 is the highest priority; None, the lowest. This priority will be the default entry in the Service Call window.
   • Purchase Order Required
     Mark this checkbox if a P.O. number is required for service calls at the customer's primary location. If this checkbox is marked, the Customer P.O. Number field in the Service Call window becomes a required field for calls of types other than MC or MCC.
   • Service Level ID
     If you are using service level agreements, select a service level ID for all calls at the customer's primary location. The guaranteed times for each service call, except MCC calls, will be calculated. This default service level will be used to calculate guaranteed response times for calls that do not have a service level agreement assigned to them through a maintenance contract.
   • Time Zone
     If the Enable Time Zone Views checkbox in the Service Options setup window is marked, the Time Zone field is enabled. Select a time zone, and the description defaults.
   • User-defined
     You may have labeled these fields during setup. See Labeling user-defined fields. If you chose to validate the first and second user-defined fields in the Location window during setup, lookup windows will be attached to the fields and users will be prompted before adding to the lookup data. See Choosing Service Options.
3. Select OK to close the Service Class Setup window.
4. In the Customer Class Setup window, select Save to save the customer class and service class information. You will be asked if you want to roll down changes to customers in the class. If you select Yes, only Microsoft Dynamics GP customer class information will be rolled down; service class information will not be rolled down.

Printing the Service Class List

The Service Class List displays all information for each service class. You can print the list for all service classes or a range of service classes.

1. Select Reports > Service Management > General > Service Class List.
2. Select to print the list for all service classes or a range of service classes.
3. If printing a range, enter the range in the From and To fields.
4. Select Print.