In this blog post, I will give you a short overview of prompt response of service call in SAP Field Service Management.

In this use case, customer paid dues post disconnection and system triggers high priority reconnection service order which has been served through SAP FSM mobile application.

Figure 1: High Priority Service Order is created in S4 HANA system as shown below.

Service Order in S4 HANA

Figure 2: Service Order replicate to FSM Planning & Dispatching Borad for scheduling. Dispatcher check skills required to serve service call. With help of google map service, he can locate nearest available technician to allocate service order. Here you can also use AI-based scheduling to auto-dispatch high priority service call.

Figure 2a – Planning Board

Figure 2b – MAP view of available technician

Figure 3: Service Call assigned to technicians and mobile notification sent to technician. We can also use email or push notification to alter technician about high priority service calls.

Figure 3 – Assigned Service Call to Technician

Figure 4: Service technicians now follow guided procedure associated with Service Call and complete the service call. Technician can submit service call report and other information such as Time Effort, Mileage, Expenses, and customer feedback forms from his mobile device.

Technician View of SAP FSM Mobile App

Post data submission, Service Call status will be changed based on technician’s feedback. In this case, technician closed the service call in SAP Field Service Management application. Service Call status will be replicated back to S4 HANA. We can use SAP BRF+ rules to automate Service Order Status changes based on different activity code.

You can also handle any kind of meter management operations such as Meter Operations, Meter Read Collection, Meter roll-out or any other services with help of SAP Field Service Management. Also, we can create service call from SAP Field Service Management mobile application which can replicate to back-end ERP system.

I am curious about your comments and thoughts regarding data privacy in SAP FSM!

More FSM topics are planned for the next weeks, so keep an eye on my profile!