Unit 2

Workforce Management – Planning & Dispatching

Speaker’s Name, SAP
Month 00, 2018

INTERNAL

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Agenda

Unit objective

Chapter 1 - Overview of the resource planning board

Chapter 2 – A field service call lifecycle

Unit exercises

Key Takeaways in a nutshell

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Unit objective

By the end of this unit, the participant will be able to see how a dispatcher/scheduler uses SAP FSM workforce
management’s (Planning & Dispatching) planning board to create service calls and assign them to technicians :

 Overview of the planning board, service calls and activities

 Create a service call assignment and assign to a field technician
 Add smartforms to a service call
 Find the best matching technician based on availability, geography and skills
 Create reservation types for technicians
 Understand how to use service maps to find the location of the technicians, business partners etc.
 Create workflow steps for technicians to follow while working on a service call OR enable workflow steps for
dispatcher to follow when creating a service call

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Chapter 1
Overview of the planning board
Resource planning board - Workforce Management

Create service calls

1 & activities

Assign activities to
2 best matching
technician

Drag & drop

3 activities on
planning board

Attach smartforms
4 to activities

View service call

5 information

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Service calls and Activities

Service Call
Indicates a request from
customer related to a certain
problem or a desired service ERP Cloud Connector SAP FSM

Activities One Service Order One Service Call

Used for several cases like Many operations Many activities

meetings, service task Many activities Many assignments
planning and appointments,
reminders, etc.
Within SAP FSM one service
call can be mapped to many
activities.

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Workforce Management (Planning & Dispatching) Module

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Customizing application behavior
Permissions & mapping within the USER GROUP tab (Admin Module)

FOR EXAMPLE
Account/Users
(Can consist of multiple USER 1 USER 2
users)

Companies
(Can reflect a company or COMPANY A COMPANY B COMPANY A COMPANY B
department or branch)

Permissions
(Applied to companies and TECHNICIAN MANAGER MANAGER NONE
reflect levels of access )

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Managing permissions in User Groups
User Groups Tab available in Admin module is used to manage permission settings

PERMISSIONS

Allowed to edit levels of access on Can also create/delete new user

Names of different User business objects for the user groups groups and also can download/upload
Groups & their descriptions & UI permissions user group settings in JSON format.

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Controling what information is stored in mobile application for offline use
User Groups Tab available in Admin module is also used to manage Data Sync Rules to improve
performance and data integrity for mobile application

1 They can decrease bandwidth used while syncing technician devices.

2 They can decrease application memory usage on mobile devices.

They can improve equipment and item search, as less irrelevant data is
3 filtered out.

They can help streamline communication between technicians and the back-
4 office

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Quiz
What could be the mistake when I don’t see any
service calls in the resource planner?

Need to first create activities for service calls

I don’t have any service calls

My connector is broken

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One page summary
 When creating and managing service calls in the Workforce Management (Planning & Dispatching) module,
an activity can be associated to it. A service call can have multiple activities but not vice versa.
 For users that plan on operating SAP Field Service Management with an ERP system, service calls will not
be created and entered manually but communicated from ERP to SAP Field Service Management via the
Cloud Connector.
 These are some of actions performed from the Planning & Dispatching module:

 Create service calls and activities using data managed in the Master Data module or ERP systems
(example: SAP Business One)
 Assign technicians manually or automatically
 The “Best Matching Technician“ feature allows you to assign service calls with the correct response by
matching requirements with technician skills

 Manually drag and drop service calls and activities to the planning board

 Attach smartform templates to a service call or activity

 View service call and activity

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Chapter 2
Service call lifecycle
Service Process Scheduling

Trigger Back Office Scheduling Mobile Field Service

SMS & Email

Workflow steps
notification

Time Tracking
PHONE REPAIR

SERVICE CALL
PLAN + DISPATCH smartforms

Spare Parts
PLANNED
END CUSTOMER MAINTENANCE
PORTAL
Reserved Materials

Expenses + Mileages
MACHINE & IOT INSTALLATION

Error Codes
Reports /
Admin
Analytics

Quality CHECK + APPROVE Service Report Order Finalization

Invoicing
EMAIL Assurance

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Workforce scheduling execution steps

1. Service call triggers

4. Approvals the process
Time, expenses, materials Phone call, Email, ERP

2. Dispatcher reviews
3. Assign & schedule & updates

Technician skills, location, Add smartform, image

availability

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Workforce scheduling execution steps

1. Service call triggers

4. Approvals the process
Time, expenses, materials Phone call, Email, ERP

2. Dispatcher reviews
3. Assign & schedule & updates

Technician skills, location, Add smartform, image

availability

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Workforce scheduling execution steps

1. Service call triggers

4. Approvals the process
Time, expenses, materials Phone call, Email, ERP

2. Dispatcher reviews
3. Assign & schedule & updates

Technician skills, location, Add smartform, image

availability

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Workforce scheduling execution steps

1. Service call triggers

4. Approvals the process
Time, expenses, materials Phone call, Email, ERP
When the service call is closed and the
all the approvals done, the dispatcher
must change the status of the closed
service call to technically complete.

2. Dispatcher reviews
3. Assign & schedule & updates

Technician skills, location, Add smartform, image

availability

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Useful feature tips…
- Release scenarios
- Match best technician (including skills)
- Workflow steps
- Reservation types
- Maps
Useful feature tips…
- Release scenarios
- Match best technician (including skills)
- Workflow steps
- Reservation types
- Maps
Release scenarios
Best matching technicians

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Release scenarios
Best matching technicians

As soon a new service call is created with

Add requested skills to the this equipment, you can right click mouse
1 equipment
2 on this service call and find matching
technicians

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Useful feature tips…
- Release scenarios
- Match best technician (including skills)
- Workflow steps
- Reservation types
- Maps
 Release scenarios
Service Workflow

Service Workflow 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.

The Service Workflow feature can be accessed from the Administration module and will be covered in detail within Unit 7. Only users
with access to the Administration module can access this feature.
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Useful feature tips…
- Release scenarios
- Match best technician (including skills)
- Workflow steps
- Reservation types
- Maps
Reservation types (Time slots)

The Time Slots tab is used to

create and manage the different
absence and reservation types
that can then be applied to the
Planning Board in order to
accurately reflect current
employee availability.

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Useful feature tips…
- Release scenarios
- Match best technician (including skills)
- Workflow steps
- Reservation types
- Maps
Maps

The Service Map can be used to

better manage and plan service
calls and activities

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Instructor: Live demo and exercises….

Unit 2 – Exercise 1: Create a service call + matching

skills
Planner/Dispatcher of the service company submits a service call
on behalf of the customer contact.

Based on the skills required to resolve the service call,

Planner/Dispatcher assigns the service call to appropriate Field
Technician. Dispatcher at the service company, checks the
planning board in the Planning & Dispatching module. He/She DEMO SCRIPT REFERENCE:
releases the service call to the Field Technician.
Unit 2 – Exercise 1: Create a
service call + matching skill

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Instructor: Live demo and exercises….

Unit 2 – Exercise 2: Other Functionalities + Adding

Skills

This scenario describes below functionalities of SAP Field

Service Management:
• Service call (Filters to refine lists)
• Skills (Creating a new skill)
DEMO SCRIPT REFERENCE:
• Service Map Unit 2 – Exercise 3: Other
Functionalities + Adding Skills
It starts in Field Service Management within the Planning
and Dispatching Board.

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Instructor: Live demo and exercises….

Unit 2 – Exercise 3: Adding Smartform to Service Calls

This scenario describes below functionalities of SAP Field

Service Management:

Attaching a mandatory smartform (or checklist) to a Service

Call.

It starts with the Dispatcher creating a service call for the

reported issue. DEMO SCRIPT REFERENCE:
Unit 2 – Exercise 3: Adding
Checklist is assigned to the service call. Smartforms to Service Calls

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Students: Classroom exercise
Unit 2 – Exercise 1: Create a service call + matching skills

Unit 2 – Exercise 2: Other Functionalities + Adding Skills

Unit 2 – Exercise 3: Adding Smartform to Service Calls

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One page summary

 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.
 The Dynamic Planning Board can be adjusted to reflect hours of operation.
 With the calendar selector, you can select the day or date range you would like displayed on the Planning Board.
 After a time slot record has been created in the Time slots tab, they can then be applied when necessary to an employee
by right-clicking on the employee schedule on the Planning Board.
 The Service Call List pane will display all service calls. You can sort the service calls by using the column headers
described below. Additionally, you can also navigate to the Service calls tab to view, manage, and create service calls.
 The Technician Filters feature of the Workforce Management (Planning & Dispatching) module is used to create and
apply filters for technicians. It is also here where skills created in the Skills Management tab can be used as filters. Once
created, filters can be used to quickly filter technicians in order to improve service call outcomes.
 The Service Call Filters feature of the Workforce Management module is used to create and apply filters for service
calls.

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Thank you.
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