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Business central for service management

Smart App Business Solutions has the business expertise and in-depth knowledge of all the features available to make your service management project a success across the board, with many successful implementation projects in professional service management in various fields such as IT, accounting, household services, customs, engineering, museums, and transportation.

What is the definition of service management?

The goal of service management is to give an excellent and consistent service to your clients, such as by reacting immediately to their requests, and to develop long-term customer connections as a result. Your workers will be able to successfully manage client contact, uncover new possibilities, and manage campaigns while maintaining a tight relationship with customers, which will help generate sales and create loyalty to your company and brand.

Why Should Service Management be Important to You?

Benefits of Business Central for Service Management

Make more effective and well-informed decisions

Custom dashboards can be used to spot potential issues and respond before they become critical.

To streamline operations and eliminate difficulties, analyze service issues by product, time spent, fault code, kind of resolution, and much more.

New products and services can be intelligently upsold or cross-sold using service management.

Better knowledge of service activities, workloads, and employee abilities

Provide a seamless customer hotline and online experience for warranty registration, product issues, and stockiest queries.

Improve the way claims, returns, and complaints are handled.

Provide technical review and specification services, as well as an understanding of the service commitment queue, to ensure SLAs and promises are met.

Process and fulfill orders from all sales channels in one spot.

Capture problems from a variety of sources fast and effortlessly, then filter them into a single solution for complete transparency.

Routing rules can be used to assign issues to the relevant person or team automatically.

You can lessen the requirement for internal communication by using real-time, precise data.

Service Management Features in Business Central

The five must-have ERP features demanded by service organizations, according to our experience working with them are:

Authorizations for Return of Merchandise

Receiving and processing RMAs is critical for establishing positive customer relationships. Business Central manages and stores all these requests, as well as their history.


It’s critical to effectively manage your team if you want to increase your profit margins and keep your costs under control. The capacity to comprehend availability, work centers, and other critical components is available.

Repairs and maintenance

You may need to track repairs, upgrades, or other services you give as part of your service. For a complete picture, the components, and capabilities for managing the job accomplished are fully connected throughout the system.

Accounting that is integrated

There is a direct link between the services regulation elements and the company’s financials. Every transaction that occurs will be documented for its accounting and financial implications if the proper setups are in place.

Management of Parts

To understand the costs and margin consequences of adding extra parts or using them for repairs, you’ll need to keep track of them. As the task is finished, these items of inventory and service fixes are tracked.

Managing and tracking service isn’t always easy, but Business Central helps. These tools can be utilized in business scenarios such as sophisticated customer service distribution systems, industrial service environments with bills of materials, and high-volume dispatching service technicians with spare parts management.


Positions and goods of service

In Dynamics 365 Business Central, enter information about your service products, such as:

  • Components
  • Make certain conditions
  • References in the components list
Service Orders

To react to service orders, you can send your clients a service estimates, which can then be used to create a binding service order.

Alternatively, without a preceding quotation, the service invoices can be established manually. You can accomplish this using template if you want.

Allocation of resources

Using the integrated resource planning capability, assign resources to your service order. In the current order, you can also simply enter documents or information about service activities (such as repair or maintenance).

Contracts for services

In Dynamics 365 Business Central, you may construct a service contract either manually (using templates) or via a service contract quote. This can be assessed and modified on a regular basis (for example, by adding or removing contract lines).

The formation of groups

You can build service teams for related service contracts, where many contracts are billed together.

Administration of a loaner program

Many service areas rent replacement goods while a repair is being made.

You can track the return of such things using Dynamics 365 Business Central’s loaner card. This implies you must include receipt confirmation when returning a rental item. This gadget can also record comments.

Service employees’ resource planning

You may arrange resource deployment for your service orders in Dynamics 365 Business Central by assigning resources to the appropriate services tasks. Schedule your employee as well, considering their availability, required credentials, and inventory requirements.

Service fees are calculated as follows:

You may also use Dynamics 365 Business Central to maps your services price management. For example, the system can handle map pricing revisions, service price groupings, credits, and discounts.

Task insight

In Dynamics 365 Business Central, service staff can see detailed information on service tasks, such as processing steps and status, at any time. At any time, you can see a summary of the priority, allocation, and effort of service tasks.

Keeping track of service activity at the customer’s location (app)

You can use the Business Central for Service Management mobile app to track your service experts’ progress. So you can access customer and job information at any time and from anywhere with Microsoft Dynamics 365 Business Central.

Many details can be recorded digitally at the customer’s location (e.g. start of work, service items, documents and photos, articles). You can take photos of damage and add them to a service request while you’re out and about. Barcode scanning also speeds up the search for matched items. Finally, the program allows for easy time recording.

Keeping track of time

In Dynamics 365 Business Central, you can now record times for service actions directly.

How May Smart App Business Solutions Help your Business?

For years, we’ve been assisting businesses like yours. We’ll show you how to use Business Central as your ERP.

  • View the authentic Business Central
  • Examine the characteristics that your team requires.
  • Get clear answers to any queries you might have.
  • Request a personalized demo.
  • Examine the cost of implementation.
  • Check out the project’s timeline.
  • Consult with ERP professionals.