Services Management

The Services Management Module in Microsoft Dynamics 365 Business Central is a powerful, fully integrated solution designed to help service-oriented businesses manage operations with precision, responsiveness, and cost control. Whether you're delivering field service, equipment maintenance, or customer support, this module ensures your teams are equipped to deliver exceptional service while maintaining profitability.

Core Functions

• Service Item Management
  Inventory items sold to customers can automatically be converted into service items, allowing for seamless tracking of warranties, maintenance schedules, and service history.

• Service Contracts
  Create and manage service contracts using customisable templates. Contracts can include prepaid terms, warranty conditions, and recurring service schedules, ensuring clarity and consistency in customer engagements.

• Service Orders and Dispatching
  Generate service orders from contracts or ad hoc requests. Use the dispatch board to allocate technicians based on availability, location, and skill set—ensuring efficient job assignment and timely service delivery.

• Resource Allocation and Scheduling
  Assign tasks to service personnel with full visibility into certifications, zones, and workload. This ensures optimal use of resources and reduces delays in service execution.

• Service Material Cost Management
  Track parts, consumables, and labour used in service jobs. Business Central links service items to inventory, enabling accurate cost capture and real-time updates to financials.

• Integrated Invoicing and Reporting
  Completed service orders are automatically routed into receivables, with invoicing based on either contract terms or actual usage. Built-in analytics provide insights into service profitability, resource utilisation, and customer satisfaction.

Dispatch Board & Extensibility

The dispatch board in Business Central’s Service Management provides a service job allocation. It allows service managers to view technician availability, assign jobs, and monitor progress in real-time. This is fully integrated with service orders, contracts, and resource scheduling—ensuring that service delivery is both efficient and responsive.

To further enhance dispatching capabilities, Business Central supports extensions from the Microsoft AppSource marketplace, enabling businesses to tailor the dispatch experience to their unique operational needs.

Featured Dispatch Extensions from AppSource

1. Dispatching 365 by Tegos Holding 
   A modern, visual dispatching board that integrates directly with Business Central. Features include drag-and-drop job assignment, map-based route planning, and graphical resource overviews for vehicles, employees, and trailers. It supports event-based customisation and is available in multiple countries and languages.

2. Dynavision Planning and Dispatch
   This extension enhances dispatching intelligence by incorporating customer-specific delivery preferences, holidays, and closing days. It streamlines warehouse and logistics flows, generates contact lists for order-taking, and automates the creation of transport trips with integrated shipping documentation.

3. Document Dispatch – AI Capabilities by Simova GmbH
   While focused on dispatch communications, this AI-powered extension enhances email generation, translation, and personalisation for service dispatch scenarios. It ensures consistent, professional messaging across multilingual customer interactions.

Advantages for New Customers

• End-to-End Integration
  Service Management is fully integrated within Business Central’s ecosystem, connecting finance, inventory, CRM, and operations. This eliminates silos and ensures data consistency across departments.

• Improved Customer Service
  With real-time access to service history, technician availability, and contract details, your team can respond more quickly and accurately to customer needs, thereby boosting satisfaction and loyalty.

• Operational Efficiency
  Automated workflows for service order creation, dispatching, and invoicing reduce manual effort and errors. Mobile capabilities allow field technicians to update job status on the go.

• Scalable and Customisable
  Whether you're managing a small service team or a nationwide field force, Business Central adapts to your business model. Customise service zones, pricing policies, and job templates to fit your operations.