Objective
The above figure shows the typical process steps in an on-site service process. In the next part of this lesson, these steps will be explained in some more detail.
Note
See what Steve, service planner at H2 Energy Solutions, has to say about service requests:Note
See what Steve, service planner at H2 Energy Solutions, has to say about service order quotations:Note
See what Steve, service planner at H2 Energy Solutions, has to say about service orders:Note
See what Miguel, service technician at H2 Energy Solutions, has to say about service confirmations:Note
See what Carla, billing clerk at H2 Energy Solutions, has to say about billing document requests and billing documents:
To summarize once again the main process steps for an on-site service process in SAP S/4HANA Service:
Step 1:
Malfunctions and other requirements are recorded in a service request. This process step is optional.
Step 2:
Service order quotations can be created on the basis of service requests. This process step is optional.
Step 3:
Service orders are either created directly or based on reported requirements. Planning comprises the required services and materials. Once service orders are checked, they can be released and are ready for execution.
Step 4:
After the execution of the service orders, time confirmations and material consumption are entered.
Step 5:
Only completed service order items can be released for billing. Based on the created billing document requests, the invoices are created to charge the customers.
SAP Field Service Management is aiming for faster resolutions of service issues, increased productivity, and reduced costs.
Note
In the following video, Miguel, service technician at H2 Energy Solutions, shows you some screenshots of what SAP Field Service Management looks like: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:
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.
Note
You can find more information about SAP Field Service Management on the SAP Help Portal via the following URL: https://help.sap.com/viewer/product/SAP_FIELD_SERVICE_MANAGEMENT.
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