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Optimizing Data Management and Monitoring

Objective

After completing this lesson, you will be able to efficiently manage data retention and obsoletion for your company's FSM databases.

Data Management and Monitoring

Data in the FSM company database can be retrieved using CoreSQL, an SQL-like language. CoreSQL can be used in the Admin console under Admin → Company → Query API. Besides being the name of the corresponding screen in the admin console, Query API is also the name of the Application Programming Interface in which CoreSQL can be used to read FSM company data.

Query API is a valuable tool for analyzing detail and is widely used in the creation and testing of report templates, business rules, and custom integrations.

Query API / CoreSQL will be discussed in further detail in the Unit "Analytics and Reporting".

FSM company databases have recommended maximum data volumes and record amounts. If exceeded, users may face performance issues when using FSM applications. The recommendations include the following:

Number of companies for a single FSM Account =< 50
Database size per Company =< 50 GB
Attachments database size per Company =< 50 GB
Maximum recommended table size within a Company DB differs per object, varying from several thousands of records to several millions records per object type.

For mobile applications, different recommendations/limitations apply. Refer to the Unit "Mobile Field Service" for more details.

In order to help limit data volumes in your FSM databases, FSM offers data retention and data obsoletion management.

The data retention management function lets you configure retention policies for supported object types in your company. Removing unused data after a certain time will help ensure that data volumes are kept in line and that a well performing system is attained. Under Admin → Company → Data Retention you can create retention policies for several object types and decide under which circumstances an object instance should be automatically soft or hard deleted from the system. Related objects will be automatically deleted on deletion of the leading object.

Since FSM company data is usually managed by the integration layer to a leading back-end system, it is advised to consider the implications for integration, and to align the solution correspondingly.

Data obsoletion is a way to flag data that is no longer relevant for your field service technicians. This means that the object will remain in your organization's cloud account, but it will no longer be sent to devices during full data synchronization. The data will still be visible in the web applications and other data end points. To set up data obsoletion, maintain the company setting SAP.FSM.Mobile.Sync.DaysSinceLastChangeToMarkObsolete. According to this setting, completed and canceled Service Calls and Activities and their dependent objects are automatically flagged after the defined number of days.

On the Account level, administrators can review Audit Logs, Authentication and Authorization events, Business Rule execution logs, and other events

FSM includes several features to monitor the overall solution. On the Account level in the Administration module, Administrators can review:

Audit logs: containing any Create, Update or Delete Event on account or company level, including details. This feature can be found under Admin → Account → Audit logs
Authentication and Authorization events: application log-ins and failed permission checks. Navigate to:
- Admin → Account → Authentication events
- Admin → Account → Authorization events
Events: changes to company and account settings and configurations, as well as executed queries and connector errors. This feature can be found under Admin → Account → Events.
Business Rule execution logs: statistics and details about executed business rules across all companies in the account. Several overviews exist on the account level and can be accessed as follows:
- Admin → Account → Business Rule Execution Details
- Admin → Account → Business Rule Execution History
- Admin → Account → Business Rule Jobs

Challenge Question

Challenge Yourself: Putting Your Knowledge to the Test

In this lesson, you'll have the opportunity to apply the concepts and knowledge you've gained throughout the unit. We've designed an engaging Challenge Question that will put your critical thinking skills to work. Take a moment to reflect on what you've learned, and then use that understanding to craft your own unique solution to the question at hand.

To make the most of this exercise, we encourage you to write down your answer on a separate piece of paper. This will help you organize your thoughts and measure your learning progress. Once you've completed your answer, compare it to the expert response provided. This will give you valuable insight into how well you've grasped the material and where you might need to focus your attention for further growth.

Remember, this is an opportunity to apply your understanding in a practical way, so don't hesitate to think creatively and explore different approaches. Your active participation in this lesson will reinforce your learning and prepare you for success in the real world.

Scenario:

You are a newly hired consultant in a multinational service enterprise that utilizes SAP Field Service Management.

Although the company has a global footprint, they experience difficulties in managing their service operations.

The vital issues include:

1. Mismanagement of service orders due to poor scheduling.

2. Slow and inefficient utilization of their mobile applications.

3. Ineffective configurations at both account and company levels, leading to poor operational efficiency and decreased customer satisfaction.

Your task as a consultant is to propose strategies and action plans based on your knowledge of SAP Field Service Management. How would you suggest they optimize their service order process, improve mobile application usage, and handle configurations at account and company levels?

Expert Consultant Response

To optimize the service order process, I would recommend utilizing SAP Field Service Management's scheduling features more effectively. Maximizing the use of its intelligent and dynamic scheduling can facilitate better and more efficient service order management.

Next, for improving usage of the mobile applications, I would suggest conducting training and workshops for the field service technicians. Demonstrating the app's full capabilities and advantages, along with tips and best practices, can promote its efficient usage.

Lastly, for improving configurations at the account and company levels, the first step would be to comprehensively understand their specific needs. Among the key solutions include refining user management and access to various levels, tailoring permissions and roles to match individuals' responsibilities, and optimizing company-level settings like company information, service workflows, and screen configurations.

Lesson Recap

In this lesson, we have delved into the complexities of SAP Field Service Management. We laid focus on understanding the overarching system components including accounts and companies, and their integral role within the SAP FSM.

Our exploration started with understanding the fundamental concepts such as clusters, data centers, and the measures involved in securely managing data within the system. A crucial aspect of the lesson was understanding the concept of configurations at account and company levels, which provides the basis for facilitating tailored solutions to match specific needs.

We then navigated through the various client interfaces and user permissions. Understanding how user interactions occur within the system and how access to different levels of the system is controlled is vital to effective FSM deployment and Application.

Lastly, we examined the important concept of roles within the system. By understanding how admin policy groups and roles operate, we learned how different permissions and capabilities can be assigned to users, enhancing the operational efficiency of the system.

Each of these elements ties directly back to the course objective: to be able to distinguish and manage various configurations at account and company levels within SAP Field Service Management. This expert understanding will empower you to advise your clients on optimizing their field service operations using SAP FSM, enhancing their operational efficiency and customer satisfaction.

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