Live training demo script
SAP Field Service Management
Adding a Smartform (or Checklist) to a service call from
Planning & Dispatching Module
Scenario ID Adding a Smartform (or Checklist) to a
service call from Planning &
Dispatching Module
Last Update 31.01.2019
1 Demo Script Overview
1.1 Highlights
This scenario describes below functionalities of SAP Field Service Management:
- Attaching a mandatory smartform (or checklist) to a Service Call.
It starts with the Dispatcher creating a service call for the reported issue.
Checklist is assigned to the service call.
1.2 Story
Planner/Dispatcher of the service company submits a service call on behalf of the customer contact.
Based on the checklist required by the technician to resolve the service call, Planner/Dispatcher
attaches the checklist to appropriate Service Call.
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2 Step-by-Step Scenario
2.1 Planning & Dispatching
Login to the Planning & Dispatching module of your SAP FSM cloud account by opening the following
URL and make sure to choose the “Sign in with User” option:
Field Service Management URL Account Name Users Password
(1…20)
https://apps.coresystems.net/workforce- SAP_CXEDU_EU Nadia# Welcome1
management/
OR OR OR
https://apps.coresystems.net/workforce- SAP_CXEDU_NA Sofia# Welcome1
management/
1. Enter the Account Name, and click continue.
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2. Enter Username and Password. Click LOG IN
3. By default the Dispatching Board page opens up. Dispatcher creates service call by clicking on the
+ sign at the bottom.
4. Enter the Customer information. From the drop down menu, select Delbont industries.
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5. Enter Equipment information for which the issue is reported. Select Rotary Pump 1.
6. Enter additional details of the service call. Enter subject, for example ‘Issue with Relief Valves’.
Select Priority as Medium from the drop down list. Select Type ‘Repair’ from the drop down list.
And set the Status to ‘Ready to Plan’. Enter the time and date and when the service call is due.
Select the Origin as ‘Web Portal’.
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7. Enter the Skills needed for this service call by clicking on + next to Skills.
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8. Select the skills. For this exercise we choose ‘Certified Technician’ and ‘Fluent English’. And then
click ADD. You can also create a new skill if needed. For this example we don’t.
9. Select save.
10. You can preview the report if needed by selecting the icon on the top right. When you do so a
new tab/window opens up for previewing this service call report within the Analytics and
Reporting module.
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11. Stay on the Planning & dispatching module tab/window and click back arrow to go to the
Dispatching Board.
12. The service call you created is now available on the Dispatching Board.
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13. To assign a smartform (or checklist) to the service call to provide guidelines to the technician.
Click on the service call. The activity details comes up on the right side.
14. Scroll down all the way on the right pane (Activity Details) until you see Checklists option. Now
select the arrow next to Checklists.
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15. Select + next to Checklists.
16. Select Rotary Pump Checklist.
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17. Select Mandatory since we want the technician to follow these checklist guidelines. And Click
Save. When the Checklist is marked as Mandatory, technician will not be able to close the service
call until he completes this Checklist (or smartform).
18. Now this smartform (or checklist) is atahd to the service call. This can then be released to the
right technician as doen in the previous service call creation demo.
-End of Demo-
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