Wat is SAP Field Service Management
This course illustrates the main functionalities and concepts of SAP Field Service Management. This cloud solution supports field service technicians with real-time, automated workforce scheduling, planning, and dispatching for employees and provides self-service options for field service needs.
The course is designed to provide an in-depth understanding of the key field service management business scenarios and is aligned to functional consultants and end-users.
Participants will get a deeper understanding of key functional areas in SAP Field Service Management, such as:
Planning and Dispatching
Business Rules
Screen Configurations & Custom Fields
Smartforms
Single Tenant Crowd Service
Mobile Field Service Application
Reporting & Query API
They will also get a high-level insight into integration scenarios with SAP Service Cloud, SAP S/4HANA, SAP CRM, SAP Analytics Cloud.
SAP Field Service Management and SAP ECC implementation training is not in scope within this training materials. Please reach out to your local SAP education contact for more details on SAP Field Service Management and SAP ECC implementation training. Course based on software release: SAP FSM 2005.
This course will prepare you to:
- understand the full functionality of SAP Field Service Management solution web and mobile applications
- understand and know how to configure & present new product features
- can perform configurations using the Field Service Management Administration Module
- can work with business rules
- can present use case scenarios as an administrator, dispatcher, field technician
- can provide first level support to their client
- know where to get additional information, best practices and documentation
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Contents:
Unit 1: Introduction to SAP Field Service Management
How SAP Field Service Management fits into SAP Service Cloud
Solution overview
SAP Field Service Management functionalities
Architecture
Unit 2: Master data management /DTO
Data Models and APIs
User Types and Cloud Accounts
Business Objects
Data loader and Data exporter
Data object management
Hands-On Exercise
Unit 3: Administration
Account and Company settings
User Groups
Service Workflow configuration
Custom translations
Query API
Instructor Demo
Hands-On Exercise
Unit 4: Planning & Dispatching
Overview
Service call lifecycle
Create and assign a service call
Release scenarios
Workflow steps
Reservation types
Map
Using skills and filters
Instructor Demo
Hands-On Exercise
Unit 5: Mobile Field Service
Overview
Mobile service workflow
Create new assignment on mobile (Service Call, Activity)
Reserved materials.
Record time (effort)
Expenses & materials
Activity feedback
Checkout
Offline considerations
Instructor Demo
Hands-On Exercise
Unit 6: Smartforms
Overview and features
Smartform templates and designer
Elements
Smartforms in mobile application
Instructor Demo
Hands-On Exercise
Unit 7: Business Rules
What are Business Rules used for?
Where to find Business Rules?
Business Rule Configuration
Validating and Executing a Business Rule
Instructor Demo
Hands-On Exercise
Unit 8: Analytics & reports
Overview
Business reports via Dashboards
Cloud reporting
Integration with SAP Analytics Cloud
Instructor Demo
Hands-On Exercise
Unit 9: Crowd Service
Overview & Disambiguating Multi-tenant and Single tenant
Crowd Service Architecture
Partner Portal
Is your use case suited for Crowd Service?
The crowd service workforce
Unit 10: Customer Self Service
Self-service functionality
Self Service web application
The admin portal
Configuration, set up and Branding
Interactive Demo
Unit 11: Integrations
Overview of supported integration scenarios
End to end process with integration points
Master data, Ticket and Items integration
Unit 12: Student Appendix – Learning Resources and Glossary
Links to useful SAP Field Service Management portals, help, documentation and enablement platforms
