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Service Management Module in Dynamics 365 Business Central


Providing continuous service to customers is part of any business operation in order to keep customers happy and loyal and increase the company's brand value. But managing and tracking services is not always easy especially in scenarios such as complex service distribution systems, industrial service environments with bills of materials and high volume of dispatching service technicians with requirements for spare parts managements.


The Service Management module included in the premium license in Dynamics 365 Business Central helps you manage your customer service operations, including service orders, service contracts, and warranty management.


Here are some of the key features of the Service Management module:


Service Orders


With this feature, you can create and manage service orders for your customers and track the status of each service order and assign resources to work on them. You can also create service quotes and convert them to service orders.

Service Orders in Business Central's Service Management Module

Service Contracts


This feature allows you to create and manage service contracts for your customers. You can define the terms and conditions of the contract, including pricing, billing, and service level agreements (SLAs). You can also set up automated billing and renewal reminders.


Service Contracts in Business Central's Service Management Module

Warranty Management


This feature enables you to manage warranties for your products and services, allowing you to track the warranty status of each item and create warranty claims when needed.


Warranty Management in Business Central's Service Management module
Warranty Management in Business Central's Service Management module

Resource Management


You can assign resources to work on service orders and track their availability and workload with the Resource Management feature. You can also set up service item groups and assign resources to them.

Resource Management in Business Central's Service Management module

Service History


This feature allows you to view the service history of each customer, including service orders, service contracts, and warranty claims. You can also track customer feedback and use it to improve your service operations.


It provides a comprehensive set of tools for managing your customer service operations, allowing you to streamline your service processes, improve your service quality, and increase customer loyalty.

Service History in Business Central's Service Management module

Service Item Management


This feature allows you to manage the service items that you offer to your customers. You can create and manage service items, including setting up service item groups and assigning resources to them. You can also track service item profitability and analyze trends in service item sales.

Service Item Management in Business Central's Service Management module

Service Price Management


You can manage the pricing of your service items and contracts with the Service Price Management capability. You can set up price lists for different customer groups and regions, define pricing tiers, and manage discounts and promotions.

Service Price Management in Business Central's Service Management module

Service Dispatch Management


This feature enables you to manage the dispatching of resources to work on service orders. You can use the dispatch board to assign resources to service orders, track their progress, and update their status.

Service Dispatch Management in Business Central's Service Management module

The Service Management module in Business Central can help you provide better customer service, improve your service efficiency, and increase customer satisfaction. It allows you to manage your service operations in a centralized location, providing you with real-time data and insights to make informed decisions.


Need to know more what other features in Business Central you can take advantage of for your business? Let us know in the comments or contact us here.

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