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Multiple service workflows in SAP FSM? Yes you can!

Jasper Cremers, 15 juni 2022

Within Field Service Management there is a standard service flow available. This flow defines the working steps that technicians need to take to finish the job. For example, driving to the customer, repairing installations and sign off by the contact person. But what if you want to influence the working steps on specific service calls? For example, the technicians sometimes work in-house, then they don’t need to register travel hours and there is no contact person to sign off the work. In this blog I will show you how to determine different service workflows.

The standard workflow will look something like this. Typically, the technician will travel to the customer, work on the regarding installation, check out and closes the activity. A pretty standard workflow in field service management scenarios.

picture 1
picture 1

But what if the technicians also work inhouse? In this scenario, the customer will send their product to the general workshop where they are inspected and repaired by the technician. In that case there is no travel activity to the customer, so this step (and possible related costs) is not relevant.

Therefore, a new workflow can be configured. Something like this:

picture 2
picture 2

As you can see, there is no travel step. As the default workflow is not marked as default, we need to determine when the second service workflow is relevant.

In my example, the same technicians are working both in-house and at the customer. Therefore the planned work activity needs an element that will determine the service workflow.  When we create a service call and activity (in our case from SAP C4C), a service team is added. The service team on the C4C ticket will determine if the work is at the customer including a travel step or it is in-house in the workshop. In SAP FSM, there is a service region configuration available which is mapped to the C4C service team:

picture 3
picture 3

Using a custom business rule, the determination can be configured. Go to the Admin setting -> Business rules and create a new one.

picture 4
picture 4

The logic should be something like: if the activity has a region assigned that is related to in-house work, please take the defined service workflow where you don’t have a travel step. For example:

 

picture 5
picture 5

That is pretty much it. When the activity is created, it will determine if there is an in-house (“Binnendienst”) service workflow needed. And then there will be no travel step. This is of course an example and there can be multiple variations in service workflows. Sometimes the technicians need to travel, sometimes the customer needs to sign a form, a work step can have a specific effort type (that will impact chargeability or rates of the service), ooh the possibilities!

Happy service workflow determination!

Jasper Cremers

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