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Field Service Management

FSM

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Monika Ranjan
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18 views

Field Service Management

FSM

Uploaded by

Monika Ranjan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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6.

Field Service Management


Main Features of SAP Field Service Management

• Planning and dispatching: An automated scheduling tool that allows for the assignment of call outs and provides software
assistance in response to unexpected events. This provides an improvement in productivity and optimizes the usage of
resources.
• Crowd service: Enables companies to extend their expert service workforce with partners and freelancers. Customers can
find quick help in real-time, within their specific environment.
• Customer self-service: A self-service portal or mobile application that provides innovation for service, for example, the
creation of customer service requests by scanning unique identifiers (such as a QR code). Ultimately, this helps to create an
effortless service experience for the customer.
• Mobile Field Service Management apps: State-of-the-art native mobile apps that support customer-facing field service
technicians. The service is available anywhere, anytime with full offline capabilities across all devices (iOS, Android,
Windows). It also provides intuitive, native app user experiences, including augmented reality. The mobile Field Service
Management app increases first-time fix rates (FTFR) and enables the smooth flow of information.
• SmartForms and feedback: A dynamic Smartform designer and management tool is used to create documentation and
guidelines for service execution. A boost to service performance and quality is expected through the use of Smartforms.
• Auto Scheduling: Find the most suitable technicians for activities based on flexible criteria. Optimize and assign large
quantities of activities. Allow the dispatcher to focus on exceptions.
FSM setting and Functionalities
• Account Configuration: An account is the highest structural element in SAP Field Service Management. A company is a database, separate
from other companies, that holds configurations, master data, and transaction data.
• Master Data within SAP Field Service Management: For integrated data, the backend system is usually considered the single point of truth
(SPOT). As a consequence, master data is usually maintained in the backend system and not in Field Service Management. In case a
standard integration does not cover certain master data objects, the data loader functionality may be used to upload non-integrated master
data into SAP Field Service Management.
• Master data can be synchronized from an integrated system.
• Create manually in SAP field Service management.
• Master data of FSM
1.Business Partner
2. Items
3. Equipment
4. people
5. Skills
6. Tools
7. Service Contracts
FSM setting and Functionalities
• Planning and Dispatching in SAP Field Service Management: The planning board is the dynamic calendar that displays technician
schedules. It is here where you can drag and drop service call assignments, adjust technician schedules, and release service calls.
• Mobile Field Services:
1. Mobile workforce enablement
Empower field workers with intuitive mobile solutions to be more agile and responsive to changing market demands and customer needs .
2. Native offline first applications
Provide offline access to customer and job information to allow technicians to perform their jobs and capture customer’s signature to
generate service reports without interruption or delay.
3. Guided workflow and Smartforms
Provide field workers with a step-by-step guidance and relevant data at the right time to ensure correct and safe execution and high data
quality.
4. Location Tracking
Monitor real-time location of the field workers using GPS technology to optimize schedules and enhance worker safety
• Smartform: Smartforms provide a script for service execution. The Smartforms and Feedback module is a design and management tool used
to create documentation and guided data capture forms for service execution. Designers can assemble smartforms to suit any field scenario.
1. It contains an intuitive library management interface with which to manage form templates.
2. You can reach this module directly via the link shown. When you are already logged in, you can go to the "waffle" menu and select the
app there, which will open in a new browser window.
3. You can copy templates to make adjustments for a new scenario, reutilize elements created in other smartforms, and change the statuses
of smartforms.
FSM setting and Functionalities

• Work flow : Workflows and workflow steps allow you to activate and configure checkpoints or milestones for the mobile application in
order to standardize processes and improve communications between back-office teams and field employees. This also translates into
defining a guided service workflow for your service operation.
There is no limit on steps that can be defined, although the best approach is to keep it simple.
• Analytics and Reporting
• Business Rules: Business rules are piece of custom logic used to extend the service management solution for customer specific cases, can be
used to automate business processes. Are run on the top of standard logic. The standard logic itself cannot be changed, can be triggered by
certain events or run on a schedule, are defined on company level.
• Autoscheduling: Autoscheduling refers to scheduling and optimization without user intervention, usually through a business rule. It can be
based on specific events (as detected on the database) or on specific schedules. Autoscheduling can also be triggered externally, for example,
by an external service or system. Depending on the use case, a set of activities is newly assigned and/or reassigned to a set of technicians.
• Crowd Workforce: Crowd Workforce enables companies using SAP Field Service Management (that is, the crowd owner), to effectively
outsource service/maintenance work to technicians outside of their company. This outsourcing could be to other subcontracting companies
or to freelancers. This allows the crowd owner to meet peaks in demand, to expand in new locations, or to close gaps in skill sets.

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