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How and where to organize IT services - crm 4.0 RRS feed

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    Hi,

    I need help!

    It is about IT company and Microsoft dynamics CRM.

    Where and how in Dynamics crm we can create or implement IT service ( IT support )?

    IT means that IT company need to place price list of all services.

    Do they have to create all services one by one to product catalog under products?

    for example:

    services:

    1) OS installation to notebook

    2) Backup

    3) Driver installation

    4) Virus detection

    5) Antivirus software installation

    6) hard disk

    etc....

    What is the main question?

    Where to add hour, piece ( unit ), service?

    Do I have to do it under unit groups and how?

    for example:

    I could create unit group IT service and under this UG to create 3 units : hour, piece and service ( intervention )?

    Am I right or you will do it on different way?

    Maybe to create under module services new entity with all IT services and just to create attribute with pick list ( hour, unit, service )?

    Then to join this entity with invoices??

    What do you suggest??

    Thank you

    Friday, April 23, 2010 7:34 PM

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    I'm going to attempt a suggestion that I hope will simplify this for you.

    Your question:

    Do I have to create unit group  with name IT services and inside this unit group to make 3 default unit with names Hour, Piece and Service? Then after that to make all my services in product catalog where I would to choose unit group ( IT services ), then default unit ( for exam. hours ) and list price ( price per an hour )?

    My Response:

    • Create a unit group of Each.
    • Create a Price List
    • Create your products

    Here is a Product example based on the items that you sell

    • Product Name = Diagnostic Service
    • Price List = the price list name you created
    • Unit Group = Each
    • List Price = equals the price you charge per hour or whatever time measurment you use
    • Cost = the cost of the service to you or your company

    When you create your Opportunity or Quote or Invoice, you will add the Product, Diagnostic Service, to the record and use the quantity field to specify the hours or time spent on the service.  For example, if created the product in inventory with a per hour price and you plan to spend 3 hours on the service for the customer, then you would add a quantity of 3.

    I hope this helps.

    Regards, Donna

            Windows Live Blog

    • Marked as answer by BirgemBorg Tuesday, August 3, 2010 3:12 PM
    Tuesday, August 3, 2010 3:06 PM

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    for q1: yes you need to add it one by one

    q2: when you add service contract you will find somthing like calinder you will specified the hours and days that you can provide the services actualy i don't remmber if it in contract or in users ( the technichans that will make the services)

    Thanks for any help :) my blog is: http://www.waelk.com
    Saturday, April 24, 2010 12:53 PM
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    Is there any site or forum who can explain me little bit more?

    I need more replies how to organize all.

    I would like to organize all in order to make invoice for IT services.

    I supposed that I have to create services to product catalog but each service has his own unit. One is hour and price per hour. Second is piece and price per piece and third is service with price.

    Do I have to create unit group  with name IT services and inside this unit group to make 3 default unit with names Hour, Piece and Service? Then after that to make all my services in product catalog where I would to choose unit group ( IT services ), then default unit ( for exam. hours ) and list price ( price per an hour )?

     

    Am I right or I could do it all on another way?

    • Edited by BirgemBorg Monday, April 26, 2010 8:01 AM
    Saturday, April 24, 2010 9:42 PM
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    i think this topic will help you

    http://social.microsoft.com/Forums/en/crm/thread/1c6af226-445a-43e1-9002-2748526016f3

     

    Thanks for any help :) my blog is: http://www.waelk.com
    Sunday, April 25, 2010 5:25 AM
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    I still need a help!
    Monday, April 26, 2010 8:12 AM
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    In Dynamics CRM you have relavant few things Products which you're selling (computers, hard drive etc.), service (OS installation to notebook, driver installation) and equipement like (help-desk laptop, hammer etc., company car etc.).

    You need to start to devide and create own services and equipments and create employees as users.

     

    My Dynamics CRM Blog: http://bovoweb.blogspot.com
    • Marked as answer by Jim Glass Jr Friday, April 30, 2010 4:34 PM
    • Unmarked as answer by BirgemBorg Wednesday, May 19, 2010 12:28 AM
    Monday, April 26, 2010 5:36 PM
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    "In Dynamics CRM you have relavant few things Products which you're selling (computers, hard drive etc.), service (OS installation to notebook, driver installation) and equipement like (help-desk laptop, hammer etc., company car etc.).

    You need to start to devide and create own services and equipments and create employees as users."

    Please tell me how?

    I know how to organize equipment and products, but don't know how to make services. Service means how to measure and how to charge my time ( hours and intervention ) and how to measure for example :adding one or more users to active directory ( it would be per user ).

    Monday, April 26, 2010 7:03 PM
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    Have a look at Service Activities. Essentially you define your services in CRM (how long, who can do them, what equipment is needed etc.) and then you schedule them as a service activity. There is no direct link to invoices but this can be added through workflow or coding.

    Leon Tribe
    Want to hear me talk about all things CRM? Check out my blog
    http://leontribe.blogspot.com/ 
    or hear me tweet @leontribe

    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    • Proposed as answer by Leon TribeMVP Wednesday, April 28, 2010 12:40 PM
    • Marked as answer by Jim Glass Jr Friday, April 30, 2010 4:34 PM
    • Unmarked as answer by BirgemBorg Wednesday, May 19, 2010 12:28 AM
    Wednesday, April 28, 2010 12:40 PM
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    Dear Leon,

    Thanks for your reply but it looks that Noone understand me.

    I wrote :

    "I would like to organize all in order to make invoice for IT services."

    I don't need help and advice for modul services. I just want to make an invoice with 3 items :

    1) 3 hours of my investigation to customer network.

    2) Driver installation for 6 printers.

    3) OS Windows XP repairation.

     

    How to charge my time and service throughout CRM?

    Or, I do not understand rules for product catalog and unit groups in dynamics CRM 4.0 ?

     

     

    Friday, April 30, 2010 7:46 PM
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    The only way to do this would be to have an SRS report combine product entries with service activies through some kind of union sql query.

    Leon Tribe
    Want to hear me talk about all things CRM? Check out my blog
    http://leontribe.blogspot.com/ 
    or hear me tweet @leontribe

    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    • Proposed as answer by Leon TribeMVP Saturday, May 1, 2010 10:51 AM
    • Unproposed as answer by BirgemBorg Saturday, May 1, 2010 6:59 PM
    • Marked as answer by Jim Glass Jr Wednesday, June 2, 2010 3:48 PM
    • Unmarked as answer by BirgemBorg Wednesday, June 2, 2010 5:48 PM
    Saturday, May 1, 2010 10:51 AM
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    Leon,

     

    No comment.

    Please, somebody else, do you know IT company which use crm and product catalog with unit groups?

    Saturday, May 1, 2010 6:56 PM
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    I understand your frustration and confusion.

    We had CRM installed by a MS partner and it really didn't do what we needed. I've since learnt how to customise it and it's now much more focused on our needs but the costing and charging is very weak in CRM.

    In V3 of CRM I had a stock list for chargeable items like video tapes etc and that seemed to work quite well but far more complex than we needed with all that units and volumes etc. Then when we upgraded to CRM 4 the stock amounts stopped updating automatically as items where used (charged to opportunities) and I've not resolved that yet so we stopped using it.

    I have Services defined and create Resource Reservations but converting those to chargeable "entities" that can be easily viewed, edited and presented in an invoice seems very complicated and difficult in the CRM.

    Instead I've made my Opportunity entities contain charging information and use that to store charges but it's less than ideal.

    CRM 4 is a fantastic tool but in the areas it's weak the design seems to work against you resolving it.

     For example if you attempt to creat a workflow that runs when a service completes you will find you can create an Invoice for an oppertunity but not an Invoice Product. So you can't actually easily use a workflow to convert your Services or Resource Reservations into Invoice Product items.

    I had planned to automatically create an Invoice when an Oppertunity was created and then have my Resource Reservations (that are based on services) caculate their cost and create the Invoice Product as a write in item (Invoices can contain pre defined Product items or manually created write in items)

    But I can't find a solution to bridge the gap!

     

    Tuesday, July 13, 2010 9:05 AM
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    I'm going to attempt a suggestion that I hope will simplify this for you.

    Your question:

    Do I have to create unit group  with name IT services and inside this unit group to make 3 default unit with names Hour, Piece and Service? Then after that to make all my services in product catalog where I would to choose unit group ( IT services ), then default unit ( for exam. hours ) and list price ( price per an hour )?

    My Response:

    • Create a unit group of Each.
    • Create a Price List
    • Create your products

    Here is a Product example based on the items that you sell

    • Product Name = Diagnostic Service
    • Price List = the price list name you created
    • Unit Group = Each
    • List Price = equals the price you charge per hour or whatever time measurment you use
    • Cost = the cost of the service to you or your company

    When you create your Opportunity or Quote or Invoice, you will add the Product, Diagnostic Service, to the record and use the quantity field to specify the hours or time spent on the service.  For example, if created the product in inventory with a per hour price and you plan to spend 3 hours on the service for the customer, then you would add a quantity of 3.

    I hope this helps.

    Regards, Donna

            Windows Live Blog

    • Marked as answer by BirgemBorg Tuesday, August 3, 2010 3:12 PM
    Tuesday, August 3, 2010 3:06 PM
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    Thanks Dona, I have already did it on your way.

    First of all, I've created unit group, then product names, price list...etc

    examples:

     

    Deafault unit:

    km, hours, piece, operation

    Unit groups:

    software license,

    services

    Products:

    hard disc diagnostics

    virus detection

    OS instalation

    network configuration

    utp cable

    etc.....

     

     

     

     

    Tuesday, August 3, 2010 3:26 PM
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    Good, I'm glad things are working for you :)

    Regards, Donna

            Windows Live Blog

    Tuesday, August 3, 2010 3:29 PM
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    I had gone through your post. The Value of Expanding CRM to produce xRM solutions can be used with the provided access in the guides. This is offered by many of the websites and other companies with related sales oppurtunity, potential service cases, and interaction with the clients directly. W

    must be able to organizedifferent questions and types into an active survey.The purpose of this guide is to help you find the Dynamics CRM ... Computers & Electronics · Organize & Manage Data · Train & Learn ... Server Editions; Client Access Licenses; External Connector Licenses; Upgrades from Dynamics CRM 4.0 ... Employee Self Service CAL: The employee self service CA

    Thursday, March 22, 2012 6:18 AM
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    I had gone through the post. The value of the Expanding CRM to produce xRM solution might require some of the companies for work support.This is related with the sales opopurtunity, potential service cases, and interaction with the customers directly. We must be a ble to organize different questions and types into the active survey while we accept the deal. There are sime of the websites and the companies providing guidelines about the task. The purpose of this guide is to helpus find Dynamics CRM, computers &electronics. It is able to manage and organize data and also details about the internal and exernal licences and all others.

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    Thursday, March 22, 2012 6:25 AM