FSM100

SAP Field Service Management

Fundamentals

.
.
COURSE OUTLINE
.
Course Version: 24
Course Duration:
SAP Copyrights, Trademarks and
Disclaimers

© 2023 SAP SE or an SAP affiliate company. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the
express permission of SAP SE or an SAP affiliate company.
SAP and other SAP products and services mentioned herein as well as their respective logos are
trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other
countries. Please see https://www.sap.com/corporate/en/legal/copyright.html for additional
trademark information and notices.
Some software products marketed by SAP SE and its distributors contain proprietary software
components of other software vendors.
National product specifications may vary.
These materials may have been machine translated and may contain grammatical errors or
inaccuracies.
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only,
without representation or warranty of any kind, and SAP SE or its affiliated companies shall not be liable
for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate
company products and services are those that are set forth in the express warranty statements
accompanying such products and services, if any. Nothing herein should be construed as constituting an
additional warranty.
In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business
outlined in this document or any related presentation, or to develop or release any functionality
mentioned therein. This document, or any related presentation, and SAP SE’s or its affiliated companies’
strategy and possible future developments, products, and/or platform directions and functionality are
all subject to change and may be changed by SAP SE or its affiliated companies at any time for any
reason without notice. The information in this document is not a commitment, promise, or legal
obligation to deliver any material, code, or functionality. All forward-looking statements are subject to
various risks and uncertainties that could cause actual results to differ materially from expectations.
Readers are cautioned not to place undue reliance on these forward-looking statements, which speak
only as of their dates, and they should not be relied upon in making purchasing decisions.

© Copyright. All rights reserved. iii

Typographic Conventions

American English is the standard used in this handbook.

The following typographic conventions are also used.

This information is displayed in the instructor’s presentation

Demonstration

Procedure

Warning or Caution

Hint

Related or Additional Information

Facilitated Discussion

User interface control Example text

Window title Example text

iv © Copyright. All rights reserved.

Contents

vii Course Overview

1 Unit 1: Introduction

1 Lesson: Introducing SAP Field Service Management

3 Unit 2: Administration 1

3 Lesson: Administration for SAP Field Service Management

5 Unit 3: Master Data

5 Lesson: Master Data within SAP Field Service Management

7 Unit 4: Planning and Dispatching

7 Lesson: Planning and Dispatching in SAP Field Service Management

9 Unit 5: Mobile Field Service

9 Lesson: Mobile Field Services

11 Unit 6: Smartforms

11 Lesson: Creating and Using Smartforms

13 Unit 7: Administration 2

13 Lesson: Company-Level Configuration

13 Lesson: Data Management and Monitoring

15 Unit 8: Analytics and Reporting

15 Lesson: Queries and Query APIs

15 Lesson: Analytics and Reporting

17 Unit 9: Business Rules

17 Lesson: Business Rules

19 Unit 10: Autoscheduling

19 Lesson: Autoscheduling

21 Unit 11: Crowd Workforce

21 Lesson: Crowd Workforce

23 Unit 12: Customer Self-Service

23 Lesson: Customer Self-Service

© Copyright. All rights reserved. v

25 Unit 13: Integration

25 Lesson: Integration Overview

25 Lesson: Integration Scenario Details
25 Lesson: Integration Configuration and Monitoring in SAP Field
Service Management
25 Lesson: Custom Integration

27 Unit 14: Student Appendix

27 Lesson: Student Appendix

vi © Copyright. All rights reserved.

Course Overview

TARGET AUDIENCE
This course is intended for the following audiences:

© Copyright. All rights reserved. vii

viii © Copyright. All rights reserved.
 UNIT 1 Introduction

Lesson 1: Introducing SAP Field Service Management

Lesson Objectives
After completing this lesson, you will be able to:

● Understand the main capabilities and features of SAP Field Service Management

© Copyright. All rights reserved. 1

Unit 1: Introduction

2 © Copyright. All rights reserved.

 UNIT 2 Administration 1

Lesson 1: Administration for SAP Field Service Management

Lesson Objectives
After completing this lesson, you will be able to:

● Understand administration procedures for FSM

© Copyright. All rights reserved. 3

Unit 2: Administration 1

4 © Copyright. All rights reserved.

 UNIT 3 Master Data

Lesson 1: Master Data within SAP Field Service Management

Lesson Objectives
After completing this lesson, you will be able to:

● Navigate and create master data

© Copyright. All rights reserved. 5

Unit 3: Master Data

6 © Copyright. All rights reserved.

 UNIT 4 Planning and Dispatching

Lesson 1: Planning and Dispatching in SAP Field Service

Management
Lesson Objectives
After completing this lesson, you will be able to:

● Understand planning, dispatching, and the modes of operation

© Copyright. All rights reserved. 7

Unit 4: Planning and Dispatching

8 © Copyright. All rights reserved.

 UNIT 5 Mobile Field Service

Lesson 1: Mobile Field Services

Lesson Objectives
After completing this lesson, you will be able to:

● Understand and use the mobile field service features and functionalities

© Copyright. All rights reserved. 9

Unit 5: Mobile Field Service

10 © Copyright. All rights reserved.

 UNIT 6 Smartforms

Lesson 1: Creating and Using Smartforms

Lesson Objectives
After completing this lesson, you will be able to:

● Understand how a smartform template is created and assigned to a service call

© Copyright. All rights reserved. 11

Unit 6: Smartforms

12 © Copyright. All rights reserved.

 UNIT 7 Administration 2

Lesson 1: Company-Level Configuration

Lesson Objectives
After completing this lesson, you will be able to:

● Understand how to configure settings in SAP Field Service Management

Lesson 2: Data Management and Monitoring

Lesson Objectives
After completing this lesson, you will be able to:

● Manage and monitor data within SAP Field Service Management

© Copyright. All rights reserved. 13

Unit 7: Administration 2

14 © Copyright. All rights reserved.

 UNIT 8 Analytics and Reporting

Lesson 1: Queries and Query APIs

Lesson Objectives
After completing this lesson, you will be able to:

● Understand, compose, and test queries within the database

Lesson 2: Analytics and Reporting

Lesson Objectives
After completing this lesson, you will be able to:

● Understand the use cases for Analytics Dashboards and how to create charts
● Understand the capabilities of FSM Reports, as well as how to preview reports

© Copyright. All rights reserved. 15

Unit 8: Analytics and Reporting

16 © Copyright. All rights reserved.

 UNIT 9 Business Rules

Lesson 1: Business Rules

Lesson Objectives
After completing this lesson, you will be able to:

● Understand and use business rules

© Copyright. All rights reserved. 17

Unit 9: Business Rules

18 © Copyright. All rights reserved.

 UNIT 10 Autoscheduling

Lesson 1: Autoscheduling
Lesson Objectives
After completing this lesson, you will be able to:

● Understand how autoscheduling is used in SAP Field Service Management

© Copyright. All rights reserved. 19

Unit 10: Autoscheduling

20 © Copyright. All rights reserved.

 UNIT 11 Crowd Workforce

Lesson 1: Crowd Workforce

Lesson Objectives
After completing this lesson, you will be able to:

● Understand, process, and configure crowd workforce

© Copyright. All rights reserved. 21

Unit 11: Crowd Workforce

22 © Copyright. All rights reserved.

 UNIT 12 Customer Self-Service

Lesson 1: Customer Self-Service

Lesson Objectives
After completing this lesson, you will be able to:

● Understand how to set up, configure, and use the customer self-service feature

© Copyright. All rights reserved. 23

Unit 12: Customer Self-Service

24 © Copyright. All rights reserved.

 UNIT 13 Integration

Lesson 1: Integration Overview

Lesson Objectives
After completing this lesson, you will be able to:

● Describe the main integration platforms

Lesson 2: Integration Scenario Details

Lesson Objectives
After completing this lesson, you will be able to:

● Understand the different integration scenarios

Lesson 3: Integration Configuration and Monitoring in SAP Field

Service Management
Lesson Objectives
After completing this lesson, you will be able to:

● Understand the role of the Field Service Management Connector

Lesson 4: Custom Integration

Lesson Objectives
After completing this lesson, you will be able to:

● Describe the Field Service Management APIs

© Copyright. All rights reserved. 25

Unit 13: Integration

26 © Copyright. All rights reserved.

 UNIT 14 Student Appendix

Lesson 1: Student Appendix

Lesson Objectives
After completing this lesson, you will be able to:

● Access the student appendix

© Copyright. All rights reserved. 27