Integration with SAP Field Service Management (SAP FSM)

After completing this lesson, you will be able to:

After completing this lesson, you will be able to:

  • Discover the benefits of an integration between SAP Service Cloud and SAP Field Service Management.

Integration with SAP Field Service Management (SAP FSM)

Business case - Integration

The following interaction showcases the current situation of the service reps and what the future goal looks like for the organization.

SAP Field Service Management (SAP FSM) Integration

SAP Service Cloud can be integrated with SAP Field Service Management (SAP FSM) for Service Call processing. Service technicians can be mapped and guided through the on-site service call from start to finish. Once their time and materials have been confirmed, the information synchronizes with SAP Service Cloud for the full document flow scenario.

To activate the integration, it must be turned on in Scoping.  Once scoping is activated, other scoping options will become available for activating ticket creation and ticket integration between the two systems. 

SAP Service Cloud has options to extract data and move to SAP Field Service Management system. The following options are available:

  • Replicate business partner
  • Replicate business partner relationship
  • Replicate product
  • Replicate registered product
  • Replicate Employee

Certain parameters are available for each object that can be used as filter criteria for getting the relevant instances/ reducing the number of instances before replicating.

Please refer to the standard guidelines for initial load for more information.

The integration guide is available at the following link: SAP Field Management Help Portal 

Integration resources

The following integration resources are available:

Guides at SAP Cloud for Customer Help Portal and SAP Field Service Management Help Portal:

SCN How-To Guides have screenshots including YouTube playlists for integration. Get started on the SAP Community for SAP Field Service Management, an SAP Intelligent Asset Management solution! Stay up to date with the latest community news. Find blogs, ask questions, and more. Learn how SAP Community, the social network for SAP professionals, changes the way thousands of SAP users work every day.

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