1 Introduction to JD Edwards EnterpriseOne Service Management

This chapter contains the following topics:

• Section 1.1, "JD Edwards EnterpriseOne Service Management Overview"

• Section 1.2, "JD Edwards EnterpriseOne Service Management Integrations"

• Section 1.3, "JD Edwards EnterpriseOne Service Management Implementation"

• Section 1.4, "Business Interface Integration Objects"

1.1 JD Edwards EnterpriseOne Service Management Overview

Service Management enables a company to deliver excellent customer service efficiently, accurately, and consistently. You can manage all aspects of customer service, including:

• Track customer purchases and service.

• Generate service and supplier contracts.

• Schedule equipment repair.

• Manage warranty claims and supplier recovery claims.

• Review and associate failures, analyses, and resolutions with cases and work orders.

Customer service is critical to the long-term survival and success of every company. The level of service that customers receive before, during, and after the original sale significantly affects the customer's next purchase. This concept applies to product offerings as well as service offerings and, ultimately, determines the position in the market.

The efficiency and effectiveness of service operations directly affect the organization's bottom line. Efficient service processes increase overall profit by minimizing product support costs and creating customer confidence, which often results in ongoing service contracts.

Service Management enables the organization to meet its service goals by:

• Providing world-class customer responsiveness.

• Operating efficient and cost-effective customer service processes.

• Achieving maximum service revenue.

1.2 JD Edwards EnterpriseOne Service Management Integrations

The JD Edwards EnterpriseOne Service Management system integrates with these JD Edwards EnterpriseOne products:

• JD Edwards EnterpriseOne Address Book

• JD Edwards EnterpriseOne Accounts Receivable

• JD Edwards EnterpriseOne Accounts Payable

• JD Edwards EnterpriseOne General Accounting

• JD Edwards EnterpriseOne Fixed Assets

• JD Edwards EnterpriseOne HR and Payroll

• JD Edwards EnterpriseOne Capital Asset Management

• JD Edwards EnterpriseOne Work Orders

• JD Edwards EnterpriseOne Service Billing

• JD Edwards EnterpriseOne Advanced Pricing

• JD Edwards EnterpriseOne Inventory Management

• JD Edwards EnterpriseOne Sales Order Management

• JD Edwards EnterpriseOne Procurement

• JD Edwards EnterpriseOne Resource Assignments

• JD Edwards EnterpriseOne Condition-Based Maintenance

• JD Edwards EnterpriseOne Equipment Cost Analysis

The JD Edwards EnterpriseOne Service Management system also integrates with this third-party system: Intelligent Graphic Solution (IGS).

Note: The company might not have licensed all of these systems. Check with the system administrator to verify which systems have been purchased and installed.

Service Management also integrates with other JD Edwards EnterpriseOne product features, including:

• Cases

• Solution Advisor and Scripting

• Returned Material Authorization (RMA)

This graphic illustrates how added features for each of the modules work with existing features of other systems, all based on the JD Edwards EnterpriseOne architecture, to create a complete solution:

Figure 1-1 JD Edwards EnterpriseOne Service Management features

Description of ''Figure 1-1 JD Edwards EnterpriseOne Service Management features''

1.2.1 JD Edwards EnterpriseOne Address Book

The JD Edwards EnterpriseOne Address Book system from Oracle contains addresses, tax IDs, adjustment schedules, and pricing information for customers and service providers.

1.2.2 JD Edwards EnterpriseOne Accounts Receivable

The JD Edwards EnterpriseOne Accounts Receivable system from Oracle enables you to receive payment for services provided or for product purchases.

1.2.3 JD Edwards EnterpriseOne Accounts Payable

The JD Edwards EnterpriseOne Accounts Payable system from Oracle enables you to pay service providers.

1.2.4 JD Edwards EnterpriseOne General Accounting

The JD Edwards EnterpriseOne General Accounting system from Oracle enables you to review, approve, and post inventory journal entries to the general ledger.

1.2.5 JD Edwards EnterpriseOne Fixed Assets

The JD Edwards EnterpriseOne Fixed Assets system from Oracle enables you to depreciate company-owned equipment that can be used for loaners, leases, or rentals.

1.2.6 JD Edwards EnterpriseOne Human Resources and Payroll

The JD Edwards EnterpriseOne Human Resources and Payroll systems from Oracle enable you to record time spent assisting a customer on a call or case.

1.2.7 JD Edwards EnterpriseOne Capital Asset Management

The JD Edwards EnterpriseOne Capital Asset Management system from Oracle enables you to set up maintenance schedules for products.

1.2.8 JD Edwards EnterpriseOne Work Orders

The JD Edwards EnterpriseOne Work Orders system from Oracle contains records that you create in Work Order Management.

1.2.9 JD Edwards EnterpriseOne Service Billing

The JD Edwards EnterpriseOne Service Billing system from Oracle enables you to generate and print invoices for contracts, work orders, and cases.

1.2.10 JD Edwards EnterpriseOne Advanced Pricing

The JD Edwards EnterpriseOne Advanced Pricing system from Oracle enables you to apply complex pricing methods to contracts, work orders, and cases.

1.2.11 JD Edwards EnterpriseOne Inventory Management

The JD Edwards EnterpriseOne Inventory Management system from Oracle enables you to record item information and to issue inventory to a work order.

1.2.12 JD Edwards EnterpriseOne Sales Order Management

The JD Edwards EnterpriseOne Sales Order Management system from Oracle enables you to update the Equipment Information Management module to create installed equipment records for new pieces of equipment.

1.2.13 JD Edwards EnterpriseOne Procurement

The JD Edwards EnterpriseOne Procurement system from Oracle enables you to purchase spare parts and supplies.

1.2.14 JD Edwards EnterpriseOne Resource Assignments

Enables you to assign resources to a work order or to specific work order instructions while checking the current availability and assignment of the resources.

1.2.15 JD Edwards EnterpriseOne Condition-Based Maintenance

Enables you to input equipment alerts manually or automatically and then respond to them, based on setup criteria.

1.2.16 JD Edwards EnterpriseOne Equipment Cost Analysis

Enables you to make financial inquiries that are based on account coding. You can also analyze the existing cost information based on equipment coding.

1.2.17 JD Edwards EnterpriseOne Cases

Enables you to store and track cases, which are questions or problems for which a solution is needed. You can use this system both as an internal help desk and as a call center to receive inbound calls from external customers. The Case program integrates with the Failure Analysis program.

1.2.18 JD Edwards EnterpriseOne Solution Advisor

Enables customers, service agents, and support agents to search the Solution Advisor knowledge base for an appropriate solution to a specific issue.

1.2.19 JD Edwards EnterpriseOne Branch Scripting

Enables you to gather detailed information about a customer or a customer's problem, to assist a contact center agent in resolving issues.

1.2.20 JD Edwards EnterpriseOne Billing for Service Management

Enables you to bill for contracts, service orders, cases, warranty claims, and supplier recovery claims. Service Management uses the same billing programs as the Service Billing system.

1.2.21 JD Edwards EnterpriseOne Voucher Processing for Service Management

Enables you to generate a workfile to complete the voucher process for paying work orders.

1.2.22 Returned Material Authorization (RMA)

Enables you to obtain an approval from suppliers for customers to return inventory for credit, replacement, or repair.

1.2.23 JD Edwards EnterpriseOne Preventive Maintenance Cycle

Enables service departments that maintain customer equipment (whether the customer is internal or external) to plan, monitor, and complete routine maintenance operations to minimize equipment breakdowns and unscheduled repairs.

1.2.24 JD Edwards EnterpriseOne Integration with Intelligent Graphic Solution (IGS)

A third-party product that you can purchase separately. IGS is a graphical tool that can illustrate equipment, buildings, and inventory item assemblies. You can select parts from the graphic, and return the item number to the work order parts list in JD Edwards EnterpriseOne.

1.3 JD Edwards EnterpriseOne Service Management Implementation

This section provides an overview of the steps that are required to implement JD Edwards EnterpriseOne Service Management.

In the planning phase of the implementation, take advantage of all JD Edwards EnterpriseOne sources of information, including the installation guides and troubleshooting information.

When determining which electronic software updates (ESUs) to install for JD Edwards EnterpriseOne Service Management, use the EnterpriseOne and World Change Assistant. EnterpriseOne and World Change Assistant, a Java-based tool, reduces the time required to search and download ESUs by 75 percent or more, and enables you to install multiple ESUs at one time.

See JD Edwards EnterpriseOne Tools Software Updates Guide.

For information about the Oracle Business Accelerator solution for implementation of JD Edwards EnterpriseOne Service Management, review the documentation available.

See http://docs.oracle.com/cd/E24705_01/index.htm

1.3.1 Global Implementation Steps

The suggested global implementation steps for JD Edwards EnterpriseOne Service Management are:

1. Set up global user-defined codes.

   See JD Edwards EnterpriseOne Tools Foundation Guide.

2. Set up companies, fiscal date patterns, and business units.

   See "Setting Up Organizations" in the JD Edwards EnterpriseOne Applications Financial Management Fundamentals Implementation Guide.

3. Set up next numbers.

   See JD Edwards EnterpriseOne Tools Foundation Guide.

4. "Set up accounts, and the chart of accounts" in the JD Edwards EnterpriseOne Applications Financial Management Fundamentals Implementation Guide.

5. "Set up the General Accounting constants" in the JD Edwards EnterpriseOne Applications General Accounting Implementation Guide.

6. ".Set up multicurrency processing, including currency codes and exchange rates" in the JD Edwards EnterpriseOne Applications Multicurrency Processing Implementation Guide.

7. "Set up ledger type rules" in the JD Edwards EnterpriseOne Applications General Accounting Implementation Guide.

8. "Enter address book records" in the JD Edwards EnterpriseOne Applications Address Book Implementation Guide.

9. "Set up inventory information such as branch/plant constants, default locations and printers, manufacturing and distribution AAIs, and document types" in the JD Edwards EnterpriseOne Applications Inventory Management Implementation Guide.

10. "Set up shop floor calendars" in the JD Edwards EnterpriseOne Applications Shop Floor Management Implementation Guide.

11. "Set up manufacturing constants" in the JD Edwards EnterpriseOne Applications Product Data Management Implementation Guide.

1.3.2 Service Management Implementation Steps

The suggested application-specific implementation steps for JD Edwards EnterpriseOne Service Management are:

1. Set up Service Management constants.

   See Setting Up Service and Warranty Constants.

2. Set up customers and service providers.

   See Setting Up Customers and Service Providers for Service Management.

3. Set up suppliers.

   See Setting Up Suppliers.

4. Set up work orders.

   See Setting Up Work Orders.

5. Set up activity rules for work orders.

   See Attaching Activity Rules to Work Orders.

6. Set up standard parts lists.

   See Assigning Parts to a Work Order.

7. Set up work order instructions.

   See Setting Up Work Orders.

8. Set up assessor defaults and rules sequence.

   See Setting Up Assessor Defaults and Rules Sequence.

9. Set up automatic accounting instructions.

   See Setting Up AAIs.

10. Set up base warranty defaults and rules.

    See Setting Up Base Warranty Defaults and Rules.

11. Set up document type information.

    See Setting Up Document Type Information.

12. Set up inventory information.

    See Setting Up Inventory Information for Service Management.

13. Set up product family and model combinations.

    See Setting Up Product Family and Model Combinations for Service Management.

14. Set up equipment master constants.

    See Setting Up Equipment Master Constants for Service Management.

15. Set up contracts.

    See Setting Up Contracts.

16. Set up preference hierarchies.

    See Setting Up Preference Hierarchies.

17. Set up service and warranty detail groups.

    See Setting Up Service and Warranty Detail Groups.

18. Set up price adjustment definitions.

    See Setting Up Price Adjustment Definitions.

19. Set up adjustment details.

    See Setting Up Adjustment Details.

20. Set up adjustment schedules.

    See Setting Up Adjustment Schedules.

21. Set up repair time schedules.

    See Setting Up Repair Time Schedules.

1.4 Business Interface Integration Objects

A business interface is a set of components that implementation teams can use to create an integration between JD Edwards EnterpriseOne and an external system. Business interfaces can include one or more of these business interface components:

• Business Services

• Real-Time Events

• Batch Import and Export Programs

For additional information about business interfaces, and the business objects available for this product area, see these topics in the JD Edwards EnterpriseOne Applications Business Interface Reference Guide:

• Business Interfaces Overview

• Supplier Recovery Claim - Warranty Claim

• Work Order - Service