Unit 3
Mobile Field Service
Speaker’s Name, SAP
Month 00, 2018
INTERNAL
Partner logo
Agenda
Unit objective
Chapter 1 - Overview of the mobile application for field technician
Chapter 2 - Time & material journal
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 field technician uses SAP FSM native mobile
application to easily accept and work on a service call assignment:
Acceptance and working on a service call assignment by field technician
Completion of a smartform (checklist) by the technician
Recording of time, expenses, materials and mileage by the technician, including using the camera function to add
pictures of the repair done
Completion of the service call report, including customer signature
Understand how to consume reserved materials and provide activity feedback
The participant will also be able to log in as a dispatcher in to Time & Materials Journal:
To review and approve the service call report
Learn how to configure permissions for users and groups
Learn all of the key objects within the Time & Materials Journal
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Chapter 1
Overview of the mobile application for
field technician
Mobile Field Service app
+ +
IOS Android Windows
client
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Mobile field service execution steps
4. Technician records 1. Dispatcher assigns
effort service call
Time, expenses, materials Technician skills, location,
availability
3. Technician executes 2. Technician syncs
service mobile app
Records all activity Accepts assignment via
native mobile app
(Can view activities using the
following Tabs are available:
Calendar, Week. List)
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL 6
Mobile field service execution steps
4. Technician records 1. Dispatcher assigns
effort service call
Time, expenses, materials Technician skills, location,
availability
3. Technician executes 2. Technician syncs
service mobile app
Records all activity Accepts assignment via
native mobile app
(Can view activities using the
following Tabs are available:
Calendar, Week. List)
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL 7
Mobile field service execution steps
4. Technician records 1. Dispatcher assigns
effort service call
Time, expenses, materials Technician skills, location,
availability
3. Technician executes 2. Technician syncs
service mobile app
Records all activity Accepts assignment via
native mobile app
(Can view activities using the
following Tabs are available:
Calendar, Week. List)
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL 8
Mobile field service execution steps
4. Technician records 1. Dispatcher assigns
effort service call
Time, expenses, materials Technician skills, location,
availability
3. Technician executes 2. Technician syncs
service mobile app
Records all activity Accepts assignment via
native mobile app
(Can view activities using the
following Tabs are available:
Calendar, Week. List)
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL 9
This scenario covers the following features
Trigger Back Office Scheduling Mobile Field Service
SMS & Email
Workflow steps
notification
Time Tracking
PHONE REPAIR
SERVICE CALL
PLAN + DISPATCH Checklists
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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Instructor: Live demo and exercises….
Unit 3 – Exercise 4: Mobile FSM app
This scenario describes below functionalities of SAP Field
Service Management:
• Field Technician Mobile Application
• Feedback Capture
Field Service Technician logs in the FSM Mobile App in his DEMO SCRIPT REFERENCE:
mobile phone (iOS, Android) and synchronizes to get the Unit 3 – exercise: Mobile FSM
latest data. He/She looks the service call assigned and app
accepts it. Upon completion of the service process, Field
Technician books Time/Effort/Expenses and gets it reviewed
with Customer Contact.
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Students: Classroom exercise
Unit 3 – Exercise 4: Mobile FSM app
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Useful feature tips…
- Activity feedback
- Reserved materials
- Push notifications
- Auto Location
- Checkout processes
Useful feature tips…
- Activity feedback
- Reserved materials
- Push notifications
- Auto Location
- Checkout processes
Activity Feedback
* currently not available with standalone
QA TEAM TECHNICIANS
Not just useful for the technician but also for the This feature is useful for the technician to take
company’s quality assurance team. advantage of capturing an incident and resolutions
- Generate quality reports and error landscape as a next step of the assignment. For example...
graph to see where the most problems are - What exactly happed to the piece of equipment
- Planning a follow up visit
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Creating an activity feedback based on pre-defined elements
Codes use a tree-like structure Activity codes can be displayed in the
QA error landscape view
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Quiz
1. How many levels of elements can you
define for an activity feedback?
5
15
Has no limit
2. In what way does activity feedback help
a company’s quality assurance team?
Reports
Gives new activities to QA team
Provides feedback on QA team’s efficiency
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL 17
Useful feature tips…
- Activity feedback
- Reserved materials
- Push notifications
- Auto Location
- Checkout processes
Reserved Materials
These are materials (eg. spare parts) that can be reserved for a specific service call
Option 1 Option 2
Reserving materials for a specific service call and Prepare the reserved materials (spare parts) and the
sending them over to the location of the service call technician takes them where he/she goes to the
physical location of the service call
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL 19
Enable Reserved Materials Permissions
Cloud Permissions
To activate this on the mobile application,
you need to do this in the cloud
administration part by selecting the
‘reserved material’ permissions group
Specifically the read and update
permissions within reserved materials need
to be active
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL 20
Quiz
1. Reserved Material allows you to ______ in activities
and service calls.
apply additional controls to inventory used
assign technicians with the right skill
create reports
2. Materials are items used in the activity to repair,
service or replace the equipment. In Reserve
Material process, these items are specified by
quality
quantity
location
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL 21
Useful feature tips…
- Activity feedback
- Reserved materials
- Push notifications
- Auto Location
- Checkout processes
Field technicians can receive push notifications on their
devices when…
1. 2.
A new activity is An activity is handed
assigned to him over a technician
3. 4.
A new activity is Effort or
assigned to a team expense has
the technician is been rejected
part of or changed
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL 23
Useful feature tips…
- Activity feedback
- Reserved materials
- Push notifications
- Auto Location
- Checkout processes
To improve planning accuracy and transparency Auto
Location feature is available*
* The auto-location feature is ONLY available for the Android and iOS applications.
Enables the Allows you to define a Allows you to define a Allows you to be able to
application request duration in minutes that distance in meters provide tracking
the user’s current represents the time that represents the information by giving
location when the threshold distance threshold consent when prompted
default or specified by the application.
time and distance
thresholds are met
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To configure this setting in the Administration module…
1. 2. 3.
Enable tracking Set meter Grant permission on
company displacement and mobile phone (after
settings Time values. If not relevant company
using the default setting has been
settings, you can set enabled)
the Time threshold
and Meter
displacement settings
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL 26
Useful feature tips…
- Activity feedback
- Reserved materials
- Push notifications
- Auto Location
- Checkout processes
Integrated checkout process
The Integrated Checkout feature is currently only supported on iOS and Android devices
Checkout Process
Standard Group
Checkout Checkout Finish Work
Display the
Overview of Details about all activities
information
recorded linked to the same service
that the work
information call
was completed
Confirm that
Preview select the activities that are the work has
Report ready for checkout been
completed
Review details Generated report and
and customer signed by the customer will
sign off contain details aggregated
from all completed activities
Technician
conforms that
work is signed
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or an SAP affiliate company. All rights reserved. ǀ INTERNAL 28
Integrated checkout process
The Integrated Checkout feature is currently only supported on iOS and Android devices
Checkout Process
Standard Group
Checkout Checkout Finish Work
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL 29
One page summary
• SAP FSM mobile application is a native mobile application with support available for Windows client *, Android
and iOS platforms. Though the application share the core functionalities, but some features remain operating
system specific as they are native apps
* The Field Service Mobile Windows Client allows users to have the same functionality available on the iOS
and Android apps from a Windows-based laptop. Follow this link to view the functionality differences between
iOS and Windows: [Link]
• Technicians would need to synchronize your mobile application to receive updated information on service calls
and assignments
• On the mobile application, the technician can perform all workflow steps assigned to them on the service call,
starting from map function to figure out the travel time to location to accepting the assignment and capturing all
effort, mileage, material and expense
• Reserved material is available only limited as we do not have a inventory management itself when standalone.
Meaning we do not count or automatically increase or decrease stock in case material is used
• Activity Feedback functionality is used to capture all the service call information around effort, mileage, materials
and expense before closing the service call. This is not available on standalone.
• The technician can easily attach pictures or images of the repair work on to activities, expenses, checklists and
equipment
• The technician can also create a service call on the mobile application which will be reflected on the planning
board for the planner once the technician synchronizes the mobile application.
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL 30
Chapter 2
Time and material journal
This scenario covers the following features
Trigger Back Office Scheduling Mobile Field Service
SMS & Email
Workflow steps
notification
Time Tracking
PHONE REPAIR
SERVICE CALL
PLAN + DISPATCH Checklists
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
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL 32
Time & Material approval lifecycle
4. Approved data 1. Field Technician
completes a service call
Synced with ERP Native mobile app records
effort, expense, material
and mileage information
3. Approve/Deny Time 2. Service Call
& Material Expenses Checklist (optional)
T&M Journal Tab for admin Run through defined
to review /edit and approve process and capture
records additional data
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL 33
Time & Material approval lifecycle
4. Approved data 1. Field Technician
completes a service call
Synced with ERP Native mobile app records
effort, expense, material
and mileage information
3. Approve/Deny Time 2. Service Call
& Material Expenses Checklist (optional)
T&M Journal Tab for admin Run through defined
to review /edit and approve process and capture
records additional data
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL 34
Time & Material approval lifecycle
4. Approved data 1. Field Technician
completes a service call
Synced with ERP Native mobile app records
effort, expense, material
and mileage information
3. Approve/Deny Time 2. Service Call
& Material Expenses Checklist (optional)
T&M Journal Tab for admin Run through defined
to review /edit and approve process and capture
records additional data
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL 35
Time & Material approval lifecycle
4. Approved data 1. Field Technician
completes a service call
Technician sees actual Native mobile app records
status on native mobile app effort, expense, material
Also Synced with ERP and mileage information
3. Approve/Deny Time 2. Service Call
& Material Expenses Checklist (optional)
T&M Journal Tab for admin Run through defined
to review /edit and approve process and capture
records additional data
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL 36
Materials and Expense can be associated with the following object types:
1. 2. 3. 4.
Business Time Project Activity and Opportunity
Partner Service Call and Sales
Order
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Useful Feature: multiple entries can be changed at once:
Chose your EMME and check for
the details from the technician
and approve, request change or
decline the lines.
It is also possible to change the
amounts or QTY directly in the
Time & Material Journal
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL 38
Configuring the Time & Material Journal
approval functionality
Enable Time and Material Journal Permissions
Cloud Permissions
Choose the permission group to
which you want to assign the
permissions on the following
business objects: Approval, Effort,
Expense, Mileage and Materials
Enable the business rules with the
required approval in the
administration, to loop all the
relevant objects through the
approval process
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL 40
One page summary
• The Time & Material Journal feature allows administrators to view, edit, delete, and approve
technician-input values such as mileage, time, efforts, and material critical for billing and service call
completions.
• In order to operate the Time & Material Journal approval functionality, the respective permission
groups have to be adjusted and business rules have to be activated.
• T&M journal provides extensive filter capabilities which include e.g. the approval status or certain
column headers. Keep in mind that this is no out-of-the-box-functionality.
• It is possible to change multiple entries at once on T& M Journal
• The following are the key business objects available:
• Effort – to view and manage technician time records for service calls
• Expense – to view the expenses associated with the service call
• Material – view details of materials consumed for the service call (example: chargable or not)
• Mileage – view details of the Travel and Mileage details of the technician for a service call
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL 41
Thank you.
Contact information:
F name L name
Title
Address
Phone number
Partner logo
Thank you.
Contact information:
F name L name
Title
Address
Phone number
Partner logo
