Introducing Service Order Processing with SAP Field Service Management

1. Navigate to the list of solution processes on the SAP Signavio Process Navigator website. Use URL https://me.sap.com/processnavigator and choose Solution Process. You can now see a list of all available solution processes.

   Note

   Log on to SAP for ME if needed.
2. Using the Search in SAP Signavio Process Navigator field (in the top right corner of your screen), search for solution process 49X.
3. In the resulting list, select the entry for the current (i.e. the most recent) version of the solution process for solution scenario Best Practices for SAP S/4HANA Cloud. You can now see the details for the solution process.
4. Choose Accelerators.
5. Choose Test Script to download the test script as a Microsoft Word file, and open this file.
6. If available, choose Set-up instructions to open the set-up instructions for the solution process.

This scope item describes end-to-end business scenarios in which both SAP S/4HANA Cloud Public Edition and SAP Field Service Management (also referred to as SAP FSM) are combined. Service technicians out in the field can access the data and information they need by using SAP Field Service Management, which allows the use of mobile devices for data processing.

Available integration process steps involving both SAP S/4HANA Cloud Public Edition and SAP Field Service Management include the following:

• SAP S/4HANA Cloud Public Edition service order – SAP Field Service Management service call integration
• Integration when activities in SAP Field Service Management are being dispatched
• Integration when time efforts, expenses, or materials are confirmed in the SAP Field Service Management time and material journal

1. Create a service order in SAP S/4HANA Cloud Public Edition and release it to SAP Field Service Management.
2. Update the service order in SAP S/4HANA Cloud Public Edition when a service call or activity is updated in SAP Field Service Management.
3. Create a completed service confirmation in SAP S/4HANA Cloud Public Edition when an item, such as time, effort, or expense is approved in SAP Field Service Management.
4. Complete the service order in SAP S/4HANA Cloud Edition and technical completion of the corresponding service call in SAP Field Service Management.
5. Service reports from SAP Field Service Management can be integrated back into the service order in SAP S/4HANA Cloud Public Edition.

• Optimize field service processes with SAP S/4HANA Cloud Public Edition service order and SAP Field Service Management integration.
• Ensure a seamless, fast, and flexible delivery of field services
• Provide more efficient customer services

There are many examples available for the possibility to use (generative) AI to improve process support within SAP Field Service Management. Some examples, all in the area of Service Planning and Dispatching, include the following:

• Additional rules and objectives supporting skill levels in the policy designer
• Equipment insights
• Intelligent filtering in planning and dispatching
• Prediction of assignment duration for fully-automated scheduling and semi-automated scheduling using the planning widget
• Prediction of assignment duration for the "best matching technician" functionality
• Prediction of assignment duration for the Appointment Booking API
• Redesign of best matching technician functionality
• Skill levels in auto-scheduling
• Soft deletion of auto-scheduling policies
• Activity Summary
• Copying custom auto-scheduling policies
• Improved equipment insights: configurable fields and more
• Improving AI intelligent filtering in planning and dispatching: support for user-defined functions and more
• Multiple technicians in auto-scheduling - supporting technicians
• Objective to apply a linear score for numeric values
• Objective to equalize resource utilization
• Regions in auto-scheduling
• Showing skill levels in best-matching technician UI
• Support for user-defined fields in the date disparity rule and objective
• AI translation service
• AI-based assistance for auto-scheduling configurations
• Generative AI for the technician role
• Incorporating the Joule assistant
• Multiple technicians in auto-scheduling – crews
• Simulate the effect of changes done to a custom auto-scheduling policy

You can use for example the SAP Roadmap Explorer (https://roadmaps.sap.com/) to see more details for any of these topics.