Course announcements

  • 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 information

  • 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
  • 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
  • Functional Consultant
  • System Administrator
  • Technology Consultant
  • Trainer
  • End User

Essential

  • None

Recommended

  • SAP Field Service Management general overview video series - Click here
  • SAP Field Service Management functional and configuration videos playlist - Click here
  • System Requirements
    • Notebook with web browser (Preferably google chrome)
    • IOS / Android mobile phones or tablets
  • For further details on systems, please refer: https://helpdesk.coresystems.ch/hc/en-us/articles/202579802-System- Requirements

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