Outlining Field Service Management

SAP Field Service Management is aiming for faster resolutions of service issues, increased productivity, and reduced costs.

The core capabilities of SAP Field Service Management are the following:

• Customer Self-Service:

  The Customer Self-Service application is a self-service portal that allows your customers to scan equipment labels to more easily initiate service calls.

• Planning & Dispatching:

  The Planning & Dispatching application supports the following activities:

  • Create service calls and activities
  • Assign service calls to the right person using the Best Matching Technician feature
  • Manually drag and drop service calls and activities to the planning board
  • Attach smartform templates to a service call or activity
  • View service calls and activity information, such as the current execution stage

• Mobile Field Service:

  The SAP Field Service Mobile app is used by technicians to perform activities like completing service calls and sales orders, executing checklists, viewing current inventory, providing quotations for sales and services, recording efforts and performing expense management, and recording times and performing schedule management.

• Smartforms:

  The Smartforms and Feedback app is a dynamic smartform designer and management tool used to create documentation and guidelines for service execution. It provides a robust, flexible design interface in which designers can assemble smartforms to suit any scenario. It also provides an intuitive library management interface for managing templates.

• Analytics:

  The SAP Field Service Management Analytics & Reporting dashboard allows you to visually track key performance indicators, so that managers can see at a glance how departments, teams, and employees are performing. Dashboard reports are the quickest and most effective means of representing data in an understandable and actionable manner.

SAP Field Service Management also offers some advanced capabilities like crowd service, various training and enablement options, Internet of Things-enabled field service activities, and integration scenario to back-end systems like SAP S/4HANA.