Service management overview

<< Prev Next >>

In 1C:Drive, the Service module helps you register, manage, monitor, and analyze work or services provided upon a customer’s request.

With the Service module, you can do the following:

Manage service transactions
Process customers' requests for product return (for refund, replacement, or repair)
Specify and reserve materials required for work or services
Specify work assignees and allocate hours worked
Define payment terms
Analyze service transactions

1C:Drive offers the following documents that you can use to register service transactions or requests:

Document	Description
Work order	Records a customer's order for work or service. It is also used to track the order status and record the related data such as materials consumed, payment terms applied, and time spent on the order completion.
RMA requests	Records a customer's request to return a product for refund, replacement, or repair.

Managing service transactions

Registering service transactions

A service transaction reflects a customer's order for work or services. To register such a transaction, create a work order. Then, process it according to the workflow applied in your company.

1C:Drive supports a typical workflow where a predefined work order status reflects each workflow step (such as Open, In progress, Completed). For details, see Work order workflow.

Work order processing can vary in different companies. To define processing steps according to your company's requirements, you can create custom statuses for the work orders. For details, see Creating lifecycle statuses.

As you process a work order, you can create payment documents based on the order (such as bank receipts or cash receipts). This allows to:

Ensure traceability of documents related to a service transaction.
Minimizes errors by automatically copying document details from the source document.

All documents you create go to document lists. For posted documents, transaction records are available.

Using document lists

1C:Drive provides a user-friendly interface for managing work orders. All work orders you create are stored in Work orders list, where you can:

Monitor document statuses
View document details
Post documents
Generate related documents

To learn how to open the Work orders list, see Viewing work orders.

Tracking transaction records

When you post a document, it generates transaction records. The records generated by work orders depend on the accounting settings. For example, if you set accounting by variants, the transaction records can contain variant information both for components consumed during work order completion.

1C:Drive supports tracking service transaction records by:

Variants
Batches
Serial numbers

To learn how to set up these tracking options, see the Products catalog.

To learn how to view the transaction records, see Viewing work order records.

Processing RMA requests

Create an RMA request when a customer returns a product for refund, replacement, or repair. For details, see Creating RMA requests. Then, process the RMA request according to its workflow. In 1C:Drive, the workflow depends on whether the customer is provided refund, replacement, or repair for the product. For details, see RMA request workflow.

RMA requests processing can vary in different companies. To define processing steps according to your company's requirements, you can create custom statuses for the documents.

All the RMA requests you create go to the RMA requests list. You can use it in the same way as the Work orders list. For details, see Using document lists. The difference is that an RMA request does not post any transaction records. To open RMA requests list, see Viewing RMA requests.

Specifying and reserving materials required for work or services

Usually, some materials are required to complete work or service included in a work order. 1C:Drive allows to specify materials used at company's expense or charged to a customer's account, or provided by the customer. You can specify these materials in a work order on the following tabs accordingly:

Work and services
Goods for sale
Customer's inventory.

For details, see Creating work orders.

1C:Drive also supports reservation of the materials. Reservation ensures that materials are available for a work order when required. For the work order, you can reserve materials used at company's expense or charged to a customer's account. For details, see Placing reservations.

Specifying work assignees and allocating hours worked

Typically, one or several employees are assigned to complete a work order. In C:Drive, you can specify the assignees and their hours worked as you complete a work order. 1C:Drive also provides a tool to quickly allocate hours to several assignees at once.

Specify assignees and allocate their hours worked on the Assignees wages tab of a work order. For details, see Creating work orders.

Defining payment terms

1C:Drive allows to specify payment terms for work orders, including:

Payment method (for example, electronic or cash-in-hand)
Payment type (for example, single payment or payment by installments)
Other payment details

You can specify them on the Payment terms tab of a work order. For details, see Creating work orders.

Analyzing service transactions

To help you analyze service transactions recorded by work orders, 1C:Drive offers the following report:

Report	Description	How to view
Work orders analysis	Shows the following details for one or several work orders: The quantity of work items and services ordered, provided, and remaining to be provided. The quantity of inventory items planned to consume, already consumed, and remaining to be consumed. This is the inventory consumed at a company's expense. The quantity of goods planned for sale to a customer, already sold, and remaining to be sold. The quantity of ordered products reserved in stock and allocated to purchase orders or production orders, or subcontractor orders issued for replenishment.	To view the report for a single work order: Go to Service. Under Services, click Work orders. Double-click a work order line. In the work order link bar, click Order analysis. To view the report for multiple work orders: Go to Service. Under Reports, click Work orders analysis. Specify the report settings. Click Generate.

Report

Description

How to view

Work orders analysis

Shows the following details for one or several work orders:

The quantity of work items and services ordered, provided, and remaining to be provided.
The quantity of inventory items planned to consume, already consumed, and remaining to be consumed. This is the inventory consumed at a company's expense.
The quantity of goods planned for sale to a customer, already sold, and remaining to be sold.
The quantity of ordered products reserved in stock and allocated to purchase orders or production orders, or subcontractor orders issued for replenishment.