Read the summary and the most important questions on Service Management 80414 | Microsoft

• 01 Introduction

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• To which type of project can you attach service agreements?

  - to all types exept TIME (only allows hour transactions to be registered)

• What purpose have service agreement groups?

  - to categorize and filter (on) service agreements (like sales pool)

• 02 Service Agreements

• What does a service agreement contain?

  - when to service what object

  - default settings: who performs and how charged to the customer

  - line property of the order or orderline

  - ability to create manually or automatically service order transactions

  - ability to link unplanned orders to a customer and transactions to a project

• A service agreemeent contains :

  - contractual details with the customer

  - service agreement duration

  - general settings attached to all lines

  - objects serviced and service task performed

• Service agreement  lines contain:

  - task to perform and associated hour, expense, item or fee transactions

  - interval of tasks to perform and time window in which service orderlines can be grouped with other service lines into service orders

• With settings must be defined in a service agreement  header?

  - service agreement group

  - project

  - service object group

  - service object(s)

  - service tasks

• On which two types of objects can service be performed?

  - tangible objects on which fisical service can be performed

  - intangible objects like a document or set of accounts 

• 03 Service Orders

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• Wich settings are needed before  you can create service orders manually or automatically?

  - servive management parameters

  - service stages and reason codes

  - creating service order obejcts, tasks and relations

• What are stage reason codes used for?

  - to track reasons for service date update, like reasons for cancellations

• How is the preferred service time calculated on automatically generated service orders?

  - service interval

  - service orders settings

  - time window settings