Creating Skills for Service Calls

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Third Lesson

Congratulations on making it to Lesson Three!

So far we’ve covered:

  • How to create and release service calls and view them in the mobile app
  • How to create and release smartforms and view them in the mobile app

Now let’s head back to the Planning & Dispatching app and take a look at one the most useful features: skills.

Introduction
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Why skills?

Well, imagine being able to assign required skills to equipment and items, and skills to technicians, and then being able to simply press a button to see which technicians are the best match for a specific service call?

With this lesson, you’ll learn the following:

How to create skills and assign them to technicians.
How to create a service call and apply required skills.
How to use the "find matching technician" feature.
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1   |   Log in

The credentials you received with your trial account are valid for all SAP Field Service Management apps.

  1. Let's start from the Smartforms & Intelligent Feedback app.
    Note: the above example uses the German (DE) server cluster. You will be automatically redirected to your assigned cluster.
  2. Select the Login with User option from the dropdown.
  3. Enter the account and user credentials you received in your email along with the new password you created in the first lesson:



  4. When you have entered your credentials, click Sign in.
  5. Now that you're back in the Smartforms & Intelligent Feedback app, click on the icon.
  6. You can now see all applications available to your company:



  7. Select the Planning & Dispatching option.
Account Log-in
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2   |   View Skills Associated with Activity

Welcome back to the Planning & Dispatching app!

Now you might remember the following dialog that displayed during our first lesson:



Let's take a closer look at how skills are assigned to service calls and how they can be assigned to technicians.

  1. Click on one of the Service Call records from the Service call list:



  2. Notice that the Activity Details load on the right-hand side. Scroll down to the Skills section:



  3. There you will see the skills associated with the activity:


    Note that by clicking the + icon, you can add additional skills to an activity.

    Now let's take a look at the Skills Management app, where we can assign skills to technicians!

    Read more Planning & Dispatching
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3   |   Add Skills to Technicians

Let's take a look at the Skills Management app and see how skills can be assigned to technicians.

  1. Navigate to the Skills Management tab from the Planning & Dispatching app.



  2. You will now see the Skills Management app:



  3. Select the skills associated with the activity we viewed in the previous section and enter your name in the Technician field:



  4. Repeat as much as necessary, entering your name in the Technician field for each skill associated with the activity you viewed.
    You can also assign these skills a date range. This date range is often used for certifications, visas, and other skill types that are only valid for a certain date range.

  5. When you've finished, navigate back to the Dispatching Board from the sidebar:


Well done! You just assigned your first skills! Now let's move on to the next step!

Read more Skills Management
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4   |   Create Activity from Service Call

In the first lesson, we released a service call that was already included in the demo account. This time, let's go ahead and create one ourselves.

  1. From the Planning & Dispatching app, click the "add" icon + option located at the bottom-right.
  2. Enter all required fields using the demo data for equipment and business partner. We'll cover in another lesson how business partner, equipment, and other data can be managed in the Master Data Management app.
  3. Add one or more skills in the Skills card located beneath the Details card.




  4. When complete, go ahead and click the checkbox above.



    The application will display an "Object has successfully been created" message when successful.

  5. The new service call will now display in the list below:



Read more Planning & Dispatching
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5   |   Find Matching Technicians

    Now it's time for the grand finale of the lesson: using the "Find Matching Technicians" feature the best technician for the service call.

  1. From the Service Call List right-click on the service call you just created for which you would like to view the best-matching technicians.


  2. Select the Find Matching Technicians option. Under the Service Calls Details pane, the application will display a new Best Available Technicians section:


  3. When you select a technician, the application will display the following information:


  4. Now, go ahead and click the Assign Activity button.



  5. Now, you can release the activity using the same steps discussed in the first lesson!
Read more Skills Management
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Taking it In

Congratulations on creating your very first skills in SAP Field Service Management Management!

With the "Find Matching Technician" feature you can ensure that the right technician responds to service calls with requirements every time.

Now, let's take a look at what we covered in this lesson:

How to create skills and assign them to technicians.
How to create a service call and apply required skills.
How to use the "find matching technician" feature.
Quick Review
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Next Steps

If you're ready for the next step, let's see you can enable and navigate to the Customer Self-Service app.

Next Steps