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Chapter 4: Service Orders

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CHAPTER 4: SERVICE ORDERS

Objectives

The objectives are:

Create service orders.

Create service item lines.

Create service lines.

Create service quotes.

Use service order reports.

Introduction

Service orders are the documents in the Microsoft Dynamics® NAV Service

Management application area in which you enter information about service

(repair and maintenance) on service items. Service orders are created:

When a customer requests a service.

Automatically by the program at the time intervals defined in service

contracts.

When you convert a service quote to a service order. A service quote

can be used as a preliminary draft for a service order.

Service orders and service quotes are composed of:

A service header

Service item lines

Service lines

Whether you create a service quote or a service order, use the same service

header with the same information, although it will be displayed in different

windows.

The Service Order/Service Quote window consists of two parts:

Service header that contains general information about the service. It

has five FastTabs:

o General

o Invoicing

o Shipping

o Details

o Foreign Trade

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Service item lines that contain information about the items that need

to be serviced.

The FastTabs on the service header provide information on the following:

Customer

Contract number

Service order status

Response time

Bill-to customer

Shipments

Starting and finishing dates

Spare parts overview

Currency

The service item lines contain the service item related information, such as:

Service item number

Description

Serial number

Service item group

Fault reporting

Warranty

Response time

The service lines linked to the service order contain information about the service

costs. (For more information about service lines, refer to chapter 5 “Working on

Service Orders”).

The service lines linked to the service order are displayed in the Service Lines

window. The service lines contain information about the service registered on the

service order. This can include spare parts (items), resource hours, G/L account

payments and general costs.

This chapter describes:

The concept behind service orders and service quotes.

How to set them up and use service orders and service quotes.

The related topics, such as creating customers and service items

within service orders and receiving and lending loaners, using the

Customer Service History FactBox.

At the end of the chapter there are exercises and a final assignment that tests the

knowledge you have acquired throughout the chapter.

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Creating Service Orders

The Service Order window allows managing data related to specific service

orders. Use the Service Order window to create documents in which you enter

information about a service (repair and maintenance) on service items.

When you create a service order, a few fields need to be filled in on the service

header. Most of the fields are filled in automatically: after the customer and the

bill-to customer numbers are specified, the program retrieves the details from the

customer card to fill in the rest of the fields.

The header enables one to view not only the general information on the customer,

but also the shipping and invoicing details which help to manage service delivery

(for example, location code or shipping advice) and to handle the customer

billing process (for example, payment terms code, payment method code,

whether prices include or exclude VAT).

To create service orders, do the following:

1. Click Home > Service Orders.

2. In the Action Pane of the Service Orders list place, click New to

enter a new service order.

3. In the No. field, enter a number for the service order. Alternatively,

if you have set up number series for service orders in the Service

Mgt. Setup window, you can press ENTER to have the program

enter the next available service order number.

4. In the Customer No. field, click the AssistButton to select the

relevant customer from the list.

The program fills in the customer-related fields with information from the

customer card.

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FIGURE 4.1 THE SERVICE ORDER WINDOW

Depending on the settings on the Mandatory Fields FastTab in the Service Mgt.

Setup window, you may need to fill in:

The Service Order Type field on the General FastTab.

The Salesperson Code field on the Invoicing FastTab.

To view and assign dimensions and dimension values for the service header, in

the Action Pane click Related Information > Order > Dimensions.

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FIGURE 4.2 THE DOCUMENT DIMENSIONS WINDOW

Notifying Customers

The Notify Customer field on the General FastTab of the service order indicates

in which way the customer wants to be notified that their service items are ready.

There are five options:

No

By Phone 1

By Phone 2

By Fax

By E-Mail

If the E-Mail option is selected and you have set up your system to send e-mail

messages automatically, the program sends an e-mail message to the customer

when you or the program updates the status of a service order to Finished (for

more information, refer to chapter 11 “Job Queue”). You can also send e-mail

messages manually (for more information, refer to chapter 5 “Working on

Service Orders”).

Creating Customers Within Service Orders

When creating service orders for customers that are not registered in your

company, you can create them in the Service Order or Service Quote windows.

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It is necessary to set up customer templates before you can create customers

within service orders (refer to chapter 2 “Service Management Setup”).

To create customers within service orders:

1. Click Home > Service Orders.

2. In the Action Pane of the Service Orders list place, click New to

enter a new service order.

3. In the No. field, enter a number for the service order.

4. Fill in the Name, Address, and City fields for the new customer.

5. In the Action Pane, click the Actions button, and then click

Functions > Create Customer. The Customer Templates List

window appears.

FIGURE 4.3 THE CUSTOMER TEMPLATE LIST WINDOW

6. Select the relevant template and click OK.

The program automatically assigns a number to the new customer and creates a

customer card. It fills in the relevant fields in the service order by copying

information from the customer template.

Using the Customer Service History FactBox

To the right of the service header, there is the information FactBox providing the

summary information on the customer specified on the header.

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The shortcuts on the FactBox give immediate access to the windows containing

the relevant data.

Shortcut Window

Customer No. Customer Card

Quotes Service List – Quote

Orders Service List – Order

Invoices Service List – Invoice

Credit Memos Service List – Credit Memo

Pstd. Shipments Posted Service Shipments

Pstd. Invoices Posted Service Invoices

Pstd. Credit Memos Posted Service Credit Memos

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Creating Service Item Lines

When creating a service order or service quote, you need to create the service

item lines for each service item. On the Lines FastTab, enter the information

about the items you have received for service, including:

Service item number

Description

Item number

Serial number

Service item group, and so on

Use the following steps to create service item lines in a service order/quote:

1. Open the relevant Service Order window.

2. On the Lines FastTab, click the next available empty line to enter a

new service item line.

3. Fill in the Service Item Group, Serial No., Item No., and

Description fields as appropriate.

If the service item is registered, you only need to fill in the Service

Item No. field. The program will automatically fill in the other

service item related fields with the information from the Service Item

Line table.

FIGURE 4.4 THE LINES FASTTAB OF THE SERVICE ORDER WINDOW

The program will fill in the Contract No. field in one of the following ways:

If the service item is already included in more than one active

contract, that is, more than one contract that is signed and not

expired, a dialog box appears.

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FIGURE 4.5 ASSIGNING A CONTRACT NUMBER TO THE SERVICE ORDER LINE

If you click Yes, the Service Contract List window appears. Select

the appropriate contract number and click OK to assign a contract

number to the service order line.

FIGURE 4.6 THE SERVICE CONTRACT LIST WINDOW

If you click No, the Contract No. field on the service item line is left

blank. You can, however, manually assign the appropriate contract

number later.

If the service item is included only in one active contract, the

corresponding contract number is assigned automatically.

If the service item is included in a non-active contract, it is added to

the service order line with the Contract No. field left blank.

If the service item is not registered yet, you can register it as a

service item using the Create Service Item function after filling in

the Description field. Fill in the Serial No. and Item No. fields if

appropriate.

NOTE: The program assigns the contract number to a service item line if the

Contract No. is set on the service order header. Also, if the Contract No. field

on the service order header is filled in, you cannot change the contract number

on the service item lines.

4. Depending on the settings on the Mandatory Fields FastTab in the

Service Mgt. Setup window, you may also need to fill in the Fault

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Reason Code field. (Use the Choose Column function to add the

field on the lines)

5. Fill in the other fields as appropriate.

The program selects the Initial repair status for the line and calculates the

response date and time, using the appropriate default values.

6. To view and assign dimensions to the service item line, on the Lines

FastTab click Actions > Line > Dimensions.

Repeat steps 2 to 6 for each service item line you want to register.

Creating Service Items Within Service Orders

The program allows the user to create and register new service items, using the

Service Order or Service Quote windows.

To create a service item within a service order/quote, use the following steps:

1. Open the relevant Service Order window.

2. On the Lines FastTab, fill in the Serial No. and Description fields.

3. Click Actions > Functions > Create Service Item, and confirm

the subsequent message.

The program assigns a number to the service item and creates a service item card.

It fills in the Service Item No. field on the service item line with the number of

the new service item.

Response Time

The Response Time (Hours) field contains the estimated number of hours

between the creation of the service order and the time when the repair status of

the service item on the line changes from Initial to In Process.

The program fills in the value in this field as follows:

If the service item on the line is registered, the program copies the

value automatically from the Response Time (Hours) field on the

service item card.

If the service item group on the line has a default response time

specified, the program copies the value from there.

Otherwise, the program copies the value from the Default Response

Time (Hours) field in the service order.

The program uses the Response Time (Hours) field to calculate the response

date and time for the service item line. The calculation is based on the calendar

and on the service hours (the general service hours or, if the service item belongs

to a contract, the service hours for the contract).

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The program automatically updates the Response Date and Response Time

fields on the service order itself, using the minimum response date and time of all

the related service item lines.

You can change the response time.

The Ship-to Code Field

Use the Ship-to Code field to include service items with the ship-to-codes that

are different from the one specified in the service order header, or to include

service items with ship-to codes that differ from each other.

To enter service items with a ship-to-code different from the one on the header:

1. Open the relevant service order.

2. Right-click the column headings, and then click Choose Columns.

3. In the Customize Lines window that opens, select Ship-to Code

under Available columns, and click Add.

4. Use the Move Up and Move Down buttons to allocate the field.

5. Click OK.

FIGURE 4.7 USING THE CHOOSE COLUMN FUNCTION

6. Click the AssistButton in the Service Item No. field to open the

service item list. To view the ones with a different ship-to-code, be

sure to remove any filters.

7. Select the service item to register on the line.

The Ship-to Code field is also used in service contracts, with the same function.

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Viewing Troubleshooting Guidelines from Service Orders

When you register service item lines in service orders or quotes, you can view

troubleshooting guidelines for the service items in the Troubleshooting window.

To view troubleshooting guidelines for a service item, use the following steps:

1. Open the relevant service order.

2. On the Lines FastTab, click Actions > Line > Troubleshooting.

3. If the program has found the troubleshooting guidelines for the

service item on the line, they appear in the Troubleshooting Setup

window.

4. To open the troubleshooting card for these guidelines, in the Action

Pane, click Related Information > Troublesh. > Card.

FIGURE 4.8 VIEWING TROUBLESHOOTING GUIDELINES FROM SERVICE ORDERS

The program first searches for all troubleshooting guidelines specifically

assigned to this:

Service item

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Item

Service item group

The program displays the troubleshooting guidelines it finds first.

The caption of the Troubleshooting window shows whether the guidelines are

assigned to the service item, item, or service item group.

Loaners

You can lend customers loaner items to temporarily replace service items that

you have received for servicing.

Lending and Receiving Loaners

1. Open the relevant service order.

2. On the Lines FastTab, scroll to the right to view the Loaner No.

field.

3. Click the AssistButton in the field to view the available loaners in

the drop-down list that appears.

4. To view the detailed information on the available loaners, click

Advanced at the bottom of the drop-down list.

FIGURE 4.9 THE AVAILABLE LOANERS WINDOW

5. Select the relevant loaner, and click OK to copy it to the field.

6. Press ENTER. A dialog box appears asking whether to lend the

loaner. Click Yes to confirm to lend the loaner.

When receiving a loaner from a customer, you must register the receipt.

7. Select the line containing the loaner, and click Actions >

Functions > Receive Loaner.

8. Click Yes to the message that follows.

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Registering Comments on Lent Loaners in Service Orders

To register comments regarding the loaner in a service order:

1. Open the relevant service order and click the service item line

containing the service item that you have lent a loaner for.

2. Click Actions > Line > Comments > Lent Loaners. The Service

Item Loaner Service Comment Sheet window appears.

FIGURE 4.10 REGISTERING COMMENTS ON LENT LOANERS

3. In the Date field, enter a date to have a date entered for the

comment.

4. In the Comment field, enter text with a maximum of 80 characters

(including spaces).

5. To enter additional text, go to the next line. Fill in as many lines as

necessary.

Using the Service Item Line Details FactBox

The Service Item Line Details FactBox to the right of the service order allows the

user to easily access additional information on the service item specified on each

line.

Shortcuts on the FactBox lead to the windows containing the relevant data.

Shortcut Window

Service Item No. Service Item Card

Component List Service Item Component List

Troubleshooting Troubleshooting Setup

Skilled Resources Skilled Resource List

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Creating Service Lines

After creating the service order/quote with service item lines, the user can

proceed to work on it and register service performed on the order. The service

can include:

Spare parts

Resource hours

General costs

G/L account payments

Use the service lines associated to the service order/quote to register the service

granted.

The service lines comprise an integral part of the service document the user

creates.

To open the Service Lines window, on the Lines FastTab of the Service Order

window, click Actions > Order > Service Lines.

Similarly, use the relevant path in the Service Quote window to open the Service

Quote Lines window.

In the Service Invoice and Service Credit Memo windows, service lines can be

viewed on the Lines FastTab.

The service lines can be of five different types:

Item

Resource

Cost

G/L Account

Blank

The type of the line is determined by the user and depends on its contents:

Item lines are used to register the use of spare parts.

Resource lines are used to register the use of resource hours.

Cost lines are used to register predefined service costs.

G/L account lines are used to register expenses pertaining to a certain

G/L account.

Blank lines are used to register standard texts, for example, to make

a comment about the line above or below.

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FIGURE 4.11 TYPES OF LINE IN THE SERVICE LINES WINDOW

Within a service order/quote, a service line can be linked to a specific service

item line or to a service order/quote as a whole. The check mark in the Link

Service to Service Item field in the Service Mgt. Setup window, defines

whether this link is mandatory.

NOTE: Service lines of types Cost and G/L account do not require links to

specific service item lines to be able to be posted.

Service lines can be created:

Manually.

Automatically, using the Get Std. Service Codes function.

For further details on registering service and creating service lines, refer to

chapter 5 “Working on Service Orders.”

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Creating Service Quotes

Service quotes are the forerunners to service orders and look almost identical. A

service quote is composed of the same three parts as a service order:

The header, which contains general, invoice, shipping, foreign trade,

and detailed information about the service quote.

The service item lines, which contain information on the items to be

serviced.

The service lines that contain information on the service registered in

the service quote. You can find more information about service lines

in chapter 5 “Working on Service Orders.”

Use a service quote as a preliminary draft for a service order, and then convert

the quote to a service order.

To create service quotes, do the following:

1. Click Home > Service Quotes.

2. In the Action Pane of the Service Quotes list place, click New. The

Service Quote window appears.

FIGURE 4.12 THE SERVICE QUOTE WINDOW

3. In the No. field, enter a number for the service quote. Alternatively,

if you have set up number series for service quotes in the Service

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Mgt. Setup window, you can press enter to have the program enter

the next available service order number.

4. In the Customer No. field, click the AssistButton to select the

relevant customer from the list.

5. The program automatically fills in the relevant customer fields with

information from the customer card.

If this card does not exist for the customer, and you have set up a

customer template, you can create the customer within the service

quote by filling in the relevant fields and clicking Actions >

Functions > Create Customer.

6. Depending on the settings on the Mandatory Fields FastTab in the

Service Mgt. Setup window, you may need to fill in the Service

Order Type field on the General FastTab and the Salesperson

Code field on the Invoicing FastTab.

7. Fill in the service item lines.

8. Register estimated costs in the service lines (refer to chapter 5

“Working on Service Orders”).

Converting Service Quotes to Service Orders

When a customer accepts a service quote, you convert it into a service order.

1. Click Home > Service Quotes.

2. Open the relevant service quote.

3. In the Action Pane of the Service Quote window, click Make

Order.

4. Click Yes to the message that follows.

The program:

Converts the quote to a service order.

Deletes the quote creating a new service order with the next available

number from the service order number series set up in the Service

Mgt. Setup window.

Recalculates the response date and time for the service order, and

sets its status to Pending. It changes the repair status of the service

item lines to Initial.

Searches for allocation entries for all service items in the service

quote with status Active. If it finds such allocation entries, the

program updates their allocation status to Reallocation Needed.

Changes the status of the allocation entries registered for the quote to

Finished, when the service items are reallocated in the service order.

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Service Order Reports

Use the reports in the Service Management application area to view and print

information concerning service orders, such as:

Response time for the service orders

Service items included in the service orders

Profit for the service orders and responsibility centers

There are five service order-specific reports:

Service Order – Response Time

Service Item Line Labels

Service Profit (Serv. Orders)

Service Profit (Resp. Centers)

Service Tasks

The Service Order – Response Time Report

This report prints information about the response time for the service orders that

have been shipped.

The report shows the following:

Order number

Customer’s name

Order date

Order time

Actual response time

The Service Item Line Labels Report

This report displays a list of the service items in the service orders.

The report shows the following:

Order number

Service item number

Serial number

Name of the item

The Service Profit (Serv. Orders) Report

This report prints information about service profit for service orders, based on the

difference between service amount and service cost.

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The report shows:

Customer number

Serial number

Description

Item number

Contract number

Contract amount

On the Options FastTab, select whether you want the report to show details for

the posted service shipments. Place a check mark in the check box if you want

the report to show the details.

The Service Profit (Resp. Centers) Report

This report prints information about service profit for responsibility centers,

based on the difference between the service amount and service cost.

On the Options FastTab, select whether you want the report to show details for

the posted service shipments. Place a check mark in the check box if you want

the report to show the details.

The Service Tasks Report

This report prints a list of the service tasks entered in the program.

Information includes:

Service order number

Service item description

Repair status

Service item group

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Lab 4.1 - Creating a Service Order

In this lab, you will practice creating a service order.

Scenario

A service desk employee at CRONUS International Ltd receives calls from

customers who want to have their items serviced. The company’s existing

customer, Deerfield Graphics, calls and wants to have three items serviced.

Challenge Yourself

Create a service order with three service item lines.

Need a Little Help?

1. Create a service order with the following details:

Customer name: Deerfield Graphics Company

The service order type is Hardware.

The customer wants to be notified by e-mail.

2. The customer wants three items serviced; two of them are registered

service items.

Create service item lines for service items numbers 12 and 16.

3. Create a service item line for a memory card with the description

Ajax memory and the serial number 58361. This service item

belongs to the MEMORY service item group.

4. Insert fault comments for all the service item lines.

5. Check if the troubleshooting set up for the service items might help

solve the problems during a phone call.

Check the troubleshooting guidelines for the service items to find

useful information.

6. The customer needs to have one of the service items serviced fast

and wants to know the response time registered.

Enter 6 hours as the response time for service item number 16.

Step by Step

Create a service order for three service items.

1. Go to Home > Service Orders.

2. In the Action Pane of the Service Orders list place, click New.

3. On the General FastTab, fill in the fields as follow:

Customer No.: “40000”

Click Yes to the check credit limit message that follows.

Notify Customer: By E-Mail

Service Order Type: HARDWARE

4. On the Lines FastTab:

For the first two lines, select 12 and 16 respectively in the Service

Item No. field.

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For the second line, scroll to the right and type “6” in the Response

Time (Hours) field.

For the third line, fill in the fields with the following information:

Service Item No.: “44”

Service Item Group Code: MEMORY

Serial No.: “58361”

The program automatically inserts the number of the service item

after running the Create Service Item function.

FIGURE 4.13 CREATING A SERVICE ORDER

Insert fault comments for the service item lines.

1. Click the first line, and then click Actions > Line > Comments >

Faults.

2. In the Fault Service Comment Sheet window, type your fault

comment in the Comment field, and click OK.

3. Repeat steps 5 to 6 to insert fault comments for the next two lines.

Verify the troubleshooting guidelines for the service items.

1. Click the first line, and then click Actions > Line >

Troubleshooting.

2. In the Troubleshooting Setup window, check the troubleshooting

guidelines for the service item.

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3. Repeat steps 1 to 2 to check the troubleshooting guidelines for the

next two service items.

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Lab 4.2 – Creating a Service Order from a Service Quote

In this lab, you will practice creating a service order from a service quote.

Scenario

As a salesperson working for CRONUS, you and a prospective customer are

discussing the possibility of having you service items for the customer.

Challenge Yourself

Create a service quote to convert it further into a service order.

Need a Little Help?

1. Create a service quote for this new customer with the following

customer details:

Name: Lasse Viren

Address: Holtarshojde 23b, DK-4600 Køge

Phone number: 459 63121

E-mail address: [email protected]

The service is a preventative maintenance service.

2. Create Mr. Viren as a customer from the quote.

3. Mr. Viren recently bought two items from Cronus.

Create service item lines for the following items:

Item no. 80004 with serial number: 4582526

Item no. 80102 with serial number: 545771

4. Mr. Viren has accepted the service quote. Register the items as

service items.

Create service items for both service item lines.

5. Convert the service quote to a service order.

Step by Step

Create a service quote and a new customer from the quote.

1. Click Home > Service Quotes.

2. In the Action Pane of the Service Quotes list place, click New.

3. Fill in the fields on the General FastTab as follow:

Name: “Lasse Viren”

Address: “Holtarshojde 23b”

Post Code: “DK-4600”

Phone No./Phone No. 2: “459 63121”

E-Mail: “[email protected]”

City: “K°ge”

Service Order Type: “PREVMAINT”

4. In the Action Pane of the Service Quote window, click Actions >

Functions > Create Customer.

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5. In the Customer Template window that appears, select the

appropriate template and click OK.

The program assigns a number to the new customer and populates

the Customer No. and Contact No. fields with the appropriate

numbers.

Create service item lines.

1. Fill in the fields on the Lines FastTab:

For the first line:

Item No.: “80004”

Serial No.: “4582526”

For the second line:

Item No.: “80102”

Serial No.: “545771”

2. To create service items for service item lines, click the first line, and

then click Actions > Functions > Create Service Item.

3. Click Yes to the message that follows.

4. Repeat steps 2 to 3 to create a service item for item number 80102.

FIGURE 4.14 CREATING A SERVICE QUOTE

Convert the service quote to a service order.

1. In the Action Pane of the Service Quote window, click Make

Order.

2. Click Yes to the message that follows.

The program deletes the service quote and displays an information

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message confirming that the quote has been converted to a service

order and specifies the number of the order.

3. Click OK.

4. To view the created service order, go to Home > Service Orders,

and double-click the last order in the list.

FIGURE 4.15 CREATING A SERVICE ORDER FROM A SERVICE QUOTE

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Lab 4.3 – Lending and Receiving a Loaner

In this lab, you will practice lending and receiving a loaner.

Scenario

The customer is anxious to have the items serviced and needs a loaner for one of

the items while the service takes place.

Challenge Yourself

Lend the customer an available loaner and register the receipt.

Need a Little Help?

1. Change the response time for item number 80102 to 12 hours.

2. Lend the customer an available loaner.

3. Later, service for item 80102 is finished and the customer arrives to

pick up the finished item and hands in the loaner.

Receive the loaner and check whether the program has updated the

loaner entries for this loaner.

Step by Step

1. Go to Home > Service Orders.

2. In the Service Orders list place, open the order for Customer No.

C00010.

3. On the Lines FastTab, select the line with item number 80102 and

change the value in the Response Time (Hours) field to “12.”

4. In the Loaner No. field, click the AssistButton and select L00002

from the drop-down list.

5. Press ENTER, and then click Yes to the message that follows.

6. Click Actions > Functions > Receive Loaner.

7. Click Yes to the message that follows.

To verify the loaner entries for loaner L00002:

8. Go to Home > Loaners.

9. Double-click loaner number L00002 to open the loaner card.

10. In the Action Pane of the Loaner Card window, click Related

Information > Loaner > Loaner Entries.

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FIGURE 4.16 THE LOANER ENTRIES WINDOW

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Summary

The chapter describes different methods of service order creation:

Manual (when a customer requests a service)

Automatic

By means of converting a service quote to a service order

The chapter also explains how to create customers and service items within

service orders, how to lend loaners, and describes the service order-specific

reports.

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Test Your Knowledge

1. What are the three cases when service orders are created?

2. True or False:

When creating service orders for customers that are not registered in your

company, you can create them in the Service Order or Service Quote

windows.

3. Complete the following sentence:

You can lend customers ___________ _________ to temporarily replace

service items that you have received for servicing.

4. Which type of the service lines is used to register the use of spare parts?

( ) Cost

( ) Resource

( ) Item

( ) G/L Account

5. What parts does the service quote consist of?

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Quick Interaction: Lessons Learned

Take a moment to write down three Key Points you have learned from this

chapter:

1.

2.

3.

Chapter 4: Service Orders

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Solutions

Test Your Knowledge

1. What are the three cases when service orders are created?

MODEL ANSWER:

Service orders are created:

Manually when a customer requests a service.

Automatically by the program at the time intervals defined in service

contracts.

When converting a service quote to a service order.

2. True or False:

When creating service orders for customers that are not registered in your

company, you can create them in the Service Order or Service Quote

windows.

MODEL ANSWER:

True.

3. Complete the following sentence:

You can lend customers ___________ _________ to temporarily replace

service items that you have received for servicing.

MODEL ANSWER:

You can lend customers loaner items to temporarily replace service items that

you have received for servicing.

4. Which type of the service lines is used to register the use of spare parts?

( ) Cost

( ) Resource

(√) Item

( ) G/L Account

5. What parts does a service quote consist of?

MODEL ANSWER:

A service quote consists of the same three parts as a service order:

Header

Service item lines

Service lines