S/4HANA Service Cloud Integration



Introduction

You can integrate SAP Field Service Management with Service in SAP S/4HANA Service Cloud to optimize your field service processes. The integration ensures a seamless, fast, and flexible delivery of field services, and therefore helps you to provide more efficient customer services.

This document describes the configuration steps for the integration of SAP S/4HANA Service Cloud and SAP Field Service Management via SAP Cloud Platform.


About SAP Field Service Management

SAP Field Service Management supports field service technicians with real-time, automated workforce scheduling, planning, and dispatching for employees and provides self-service options for field service needs. With SAP Field Service Management, you can support your technicians with mobile tools and enable them to excel at their work. You can also increase customer satisfaction by providing proactive customer service with machine learning and Internet of Things (IoT) technology.


Basic Processes

The following figure shows an overview of the basic service processes between SAP S/4HANA Service Cloud/OnPrem and SAP Field Service Management:

Integration Scenarios

The solution supports the following integration scenarios:

  Scenario
1. Immediately after a service order is released in SAP S/4HANA, a service call and the corresponding activities are automatically created in SAP Field Service Management.
2. Immediately after an activity is assigned to a technician in SAP Field Service Management, the technician is automatically updated in the corresponding service order in SAP S/4HANA.
3. When an activity is assigned to a technician and the assignment is released in SAP Field Service Management, the service start date and end date are transferred from the activity in SAP Field Service Management to the service order item in SAP S/4HANA Cloud.
4. When an activity triggered by a service product item is duplicated in SAP Field Service Management, a duplicate of the service product item is automatically created at the same level as the original item in the corresponding service order in SAP S/4HANA Cloud.
5. When an activity is unassigned from a technician, a new activity is created in SAP Field Service Management, meanwhile the corresponding service item is created in the service order and is not assigned to any technician in SAP S/4HANA Cloud.
6. When an activity is reassigned from one technician to another, a new activity is created in SAP Field Service Management, meanwhile the corresponding service item is created in the service order and is assigned to a new technician in SAP S/4HANA Cloud.
7. Immediately after any item of the time efforts, expenses, or materials is approved in SAP Field Service Management, a service confirmation is created and then completed automatically in SAP S/4HANA.
8. A service technician is allowed to report expenses and service parts that are not planed in a service order in SAP S/4HANA Cloud.
9. Immediately after all the time efforts, expenses, and materials associated with an activity are approved in SAP Field Service Management, the corresponding service item in the service order is completed automatically in SAP S/4HANA.
10. When all service items in a service order are completed in SAP S/4HANA, the service order is completed automatically.
11. When an activity triggered by a service product item is duplicated in SAP Field Service Management, a duplicate of the service product item is created as a sub-item under the original item in SAP S/4HANA.
12. Immediately after a service order is completed in SAP S/4HANA, the status of the corresponding service call is changed to Technically Complete in SAP Field Service Management.

Activity Diagram

The following diagram depicts an example of an end-to-end flow:

Sequence Description
1. First, a service order with respective service order items is created in S/4HANA Service.
2. When the service order is ready to be transferred for execution, a back-office person changes its status to released. The service order is then transferred to SAP Field Service Management.
3. The service order reaches the SAP Field Service Management as a service call with activities (service order item) and reserved materials (planned parts).
4. A dispatcher assigns the service call to a technician.
5. A technician receives a service call on his mobile and can start working on it. While working the technician enters time, expenses and used reserved material.
6. After finishing his work, a technician closes an activity and make a check out.
7. A back-office person approves in SAP Field Service Management T&M Journal entries made by a technician (time effort, used material, expenses). Each time, an approval is made, a service item partial confirmation is created on S4 side. When all T&M Journal are approved a final service item confirmation is created.
8. After final confirmation an S4 can proceed with further postprocessing (e.g. billing).


Capabilities

The current integration supports:

  • Master data replication from S/4HANA to FSM.
  • Stock replication (including van stock) (from 2005 release).
  • Fixed price & T&M order types.
  • Service bundles.
  • Planned services and expenses.
  • Planned service parts with follow-up purchasing process.
  • Released service order replicated to FSM for scheduling.
  • Planned services replicated as Activities.
  • Planned parts replicated as Reserved Materials.
  • Ability to duplicate, re-assign and un-assign activities.
  • Release assignment to inform technician and update service order.
  • Confirmation of planned services, parts and expenses.
  • Confirmation of unplanned parts and expenses.
  • Approval of T&M Journal with efforts, materials and expenses.
  • Unplanned expenses / unplanned service parts reported by a technician on the job.
  • Creation of Service Confirmation(s).
  • Support for partial confirmations.
  • Aligned Status Management.
  • Contract synchronization (from 2005 release).
  • Extensibility in iFlows (for transactional data).
  • Notes on S4 Service Order are replicated to notes on FSM Service Call.
  • Notes on S4 Service Item are replicated to FSM Activity.
  • Notes on FSM T&M entries are replicated to S4 Service Confirmation items.

Limitations

Limitations in FSM to S/4HANA Exchange

For the synchronization from FSM to S/4HANA the current integration has following limitations:

  • New service call not replicated to S/4.
  • New activity in existing service call not replicated.
  • Changes in service call or activity are not replicated to S/4 (except assigned technician, planned dates and equipment).
  • Different effort types always mapped to same service product in S/4 service confirmation.
  • Duplicated activities leads to duplication of billable items in fixed price service order.
  • Mileage not replicated to service confirmation.
  • It is not possible to cancel an activity in FSM.
  • Smartforms not integrated into S/4HANA.
  • Replication of PDF summary & attachments.
  • Replication of UDFs.
  • Scheduling based on skills.
  • Self service & Crowd Service.
  • Stock Transfer (Take to own stock).
  • Master data replication from FSM to S/4.
  • Employee replication possible only via manual upload to FSM.
  • Equipment replication possible only via Asset Central (no direct S/4HANA replication possible).

Limitations in S/4HANA to FSM Exchange

For the synchronization from S/4HANA to FSM the current integration has following limitations:

  • Overtime category not considered.
  • Service order planned qty vs duration.
  • Multiple equipments on service call.
  • Changes in service order are not replicated (except for Completed status).
  • Attachments.
  • Employee master data replication (only via manual upload to FSM)
  • Equipment master data replication (only through Asset Central Foundation)
  • Configuration data will be not sync automatically.

FSM Tenant Setup and Configurations

Create Account and Company

Account

Please follow the standard SAP Sales process to get an FSM tenant (an FSM Account). This will result with provisioning an FSM account, an FSM account password, and one user with role SUPERUSER along with a password.

Company

In order to create a company please complete the following:

1.) login to FSM Admin using the Sign in with User selected from the dropdown below:



2.) Navigate to the Companies tab from the side navigation menu on the left and create a new company:



3.) Select standalone for company type:


4.) When complete, save the new company record.


Create OAuth Client

The following section describes the steps required to create a new client and assign the client Admin rights.

1.) In Admin navigate to Clients from the side navigation menu on the left and create a new client:



2.) Select the following: a. “new-company Client Authentication Method *” = CLIENT_SECRET. b. Assign the Admin user group to the previously created company.




Enable Business Rules for T&M Approval

The following business rules should be enabled:

  • SAMPLE - Newly created Efforts require approval to be synchronized to the ERP
  • SAMPLE - Newly created Expenses require approval to be synchronized to the ERP
  • SAMPLE - Newly created Material require approval to be synchronized to the ERP
  • SAMPLE - Newly created Mileage require approval to be synchronized to the ERP
  • SAMPLE - Update responsible person of all checklists linked to an activity when releasing the activity to technician




Create Default Warehouse

1.) Login to the Master Data Management application.

2.) Navigate to Items screen from the side navigation menu on the left. Ensure that Reserved Material warehouse with code = R 001 is set:



3.) The warehouse owner should be empty, so every technician has the access right to the warehouse:



Note: If “Reserved Material” warehouse does not exist create one with “Code” = R 001 and “Warehouse owner” left empty.


FSM Connector Configuration

For information on the FSM Connector, please refer to the following:

FSM Connector


Master Data in S/4HANA Cloud Integration

The image below depicts how master data between two systems are synchronized. Currently there is only one-way synchronization supported, from SAP S4 to SAP Field Service Management.

Master data can be synchronized in three ways:

  Synchronization Method Supported Master Data
1. SAP S4 API for Business Partner – Company, Business Partner – Customer, Business Partner – Supplier, Business Partner – Addresses, Business Partner – Contact, Product Master
2. Via manual export from S4 and import into SAP Field Service Management for Employee data
3. Via SAP Core Service “Asset Central” for Equipment data

Additional information on replicating master data can also be found here:

SAP S/4HANA Cloud Integration with SAP Field Service Management


S4 and CPI for Transactional Data Configuration

Details on configuration S4 and CPI transactional data can be found here:

SAP S/4HANA Cloud Integration with SAP Field Service Management