Best Matching Technician Overview



Intro

Within SAP Field Service Management, different planning modes are supported. Apart from the manual and fully automated planning, dispatcher can utilize the Best Matching Technician feature in order to support them with finding the best possible technician to perform a job. The main difference to the fully automated planning is two-fold:

  • first, the Best Matching Technician feature still has to be manually activated by the dispatcher (for this, select one job (activity or service call) from the backlog and hit “Find matching technicians”)
  • second, while automated planning is meant to assign best possible technicians to high volume of jobs (according to the criteria that is individual to every customer - refer to the following, Best Matching Technician is there to help you find the best technician for an individual job. The feature yields the list of technicians suitable to perform a job in the descending order. The extend to which a technician matches qualification criteria (might differ based on version and used plugins - see below) is displayed in 5 level ranking. Technicians are weighed against each other: the best fitting ones are displayed on top of the list with 5 dots with less fitting technicians orders below them with the corresponding ranking.

Over time, the Best Matching Technician feature has has evolved to support similar concepts to automated scheduling and is now powered by the same plugin-based optimization engine.


Best Matching Technician - Two Versions

Currently, there are two versions of the feature available. One version is automatically available to every customer once their Account and Company are configured. The other version has to be enabled via Company Settings.

Standard version

The standard version of Best Matching Technician has static criteria based on which the best technician for any job is determined. Those criteria include:

  • Skills: only technicians that possess skills that are mandatory for a job shall be considered.

Technicians that do not possess non-mandatory skills shall NOT be filtered out.

The major limitation of the standard version is that neither distance to the job nor driving time required is computed. Thus, the standard version shall schedule all jobs one after the other without consideration of the time needed to commute from one location to the other.

The standard version always considers all of the technicians that are available in the system as a plannable resource.


Best Matching Technician with Plugins

The newer version of the Best Matching Technician gives the customer a flexibility to select the criteria which define the technician who is best fitting to perform the job. Best Matching Technician with Plugins utilizes the plugins available within the Company. Depending on the amount of plugins, Best Matching Technician shall have multiple tabs. Each tab represents a different optimization plugin. Thus, by selecting a different tab, the dispatcher can select the technician matching criteria. Each tab may therefore return a different set of suggested technicians based on the logic of the selected plugin. In case there are no custom plugins available within the Company, standard plugins can be used. For the list of the standard plugins please refer to the following.

Additionally, Best Matching Technician with Plugins inherits filter values from the planning board. Thus, if there are any filters set by the dispatcher, Best Matching Technician shall only consider technicians that are visible on the planning board.

Best Matching Technician with Plugins has to be enabled via Company Settings.

CoreSystems.ResourePlanner.BestMatchingTechnicianWithPlugins has to be set to TRUE.


Prerequisites

Both versions of Best Matching Technician feature have certain requirements in order to yield results. The following conditions have to be fulfilled:

Addresses

Since the standard Best Matching Technician as well as the one that consumes plugins rank the plannable technicians by the distance from the technician to the job it is crucial that both technicians and jobs have addresses with valid coordinates maintained. Without the valid geocoding on each address, it is not possible to calculate the distance between the technician and the job.

Driving Distance

Best Matching Technician utilizes SAP FSM service that considers global road networks for the driving distance calculations. Currently, Best Matching Technician yields results based on the assumption that technicians are driving to the location of the job and uses driving speed recommended for each part of the road network for the driving time calculation (worldwide except for China due to legal compliance reasons). Therefore, in order for the technician to be able to perform the job, the driving time together with the planned duration of the job cannot exceed technicians’ work day duration.

Due Date

Best Matching Technician shall be offered for both jobs that are due in the futurte as well as jobs that has passed their due date. Best Matching Technician always searches for the earliest available slot of a technician that matches the requirements for the job. In case of the default option, Best Match looks for a technician that possesses the mandatory skills required for the job and is in close proximity to the job. In case of the version supporting plugins, the requirements to be met are described in the plugins. The availability of the technician reflected in a work time pattern is always considered.