1. Service Order Dispatching and Management Fields Service & Repairs

2. Opportunity  A revenue opportunity in its own right or as a supplement to sales in the shape of after-sales services  A recurring revenue stream with long-running service agreements  An ability to establish an improved customer relationship and satisfaction  A possibility to close the loop with production to support continuous product improvements and develop more competitive products 2

3. Service Management  Service agreements with clearly defined service tasks and covered service objects  Service level agreements with fixed response times  Service orders that serve both as a work description for the technicians and an information carrier for all revenue-generating transactions  Dispatch board that provides an overview of the activity level and allows load balancing  Repair lines that capture failure conditions, symptoms, diagnosis, and resolution

4. Dispatch Board 4

5. Performing Field Service & Repair  A service agreement is established to capture the recurring service tasks  Service orders are created and a field service technician is dispatched to perform the maintenance or repair  The field technician logs the repair conditions, symptoms, and resolution as well as consumption of materials, time, and expenses incurred  The service delivery manager approves the service order transactions and creates an invoice proposal 5

6. © 2011 Microsoft Corporation. All rights reserved. Microsoft, Microsoft Dynamics, and the Microsoft Dynamics logo are trademarks of the Microsoft group of companies. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. CCAX2012BV070