What's New in this Release?

SAP Service Cloud - Field Service Management “1908” Release

Highlights and User Impact

ERP Connector for S/4 HANA & C4C

We are excited to announce that our standard C4C and S/4 integration is now available. Through this standard integration, you can seamlessly run your end-to-end service process.

Increase Your Workforce Efficiency with Our New Event-based Scheduling Optimization

It is now possible to define custom scheduling optimization scenarios and trigger them based on an event of your choice. Using a greedy algorithm, the travel time of your technicians will be significantly reduced. Is a technician calling in sick? No problem, FSM takes care of rescheduling his tasks automatically and re-optimizes the schedule.

Analytics Cloud and Reporting: Leverage the insights of your Service Data to Increase Efficiency and Generate More Revenue

We’ve introduced a new Story in SAC that will provide you with many standards dashboards – helping you to analyze your field service metric trends and providing an understanding on where you’re best at and where you can improve.

The following new features were included as part of the SAP Service Cloud – Field Service Management “1908” release:

Customer Self-Service (Now)

Introducing SAP Customer Data Cloud

Starting with this version, all end customers will be managed in SAP Customer Data Cloud (CDC). A list of Portal Users will reflect all CDC users and no longer contacts of business partners. Users can easily be added in Admin of Customer Self-Service.

Separate Login screen for Admin

To better distinguish between the user types and to have a clearer separation, we introduced a specific login URL to login as an admin by just adding /admin behind your Customer Self-Service URL or by using the button “Login as admin” to be redirected.

Streamlined Entry Points in Service Assistant

In this version, all entry points regarding QR Code Scanning, OCR and Pairing Screen have been streamlined. From now on, all scenarios will trigger the same landing page. From there you will be guided depending on the short-URL status. Additionally, running requests are shown as part of the Moments selection.

Moment-Set for Portal

Starting with this version it is possible to add a Moment-Set specifically for the Portal. With this it is possible to have a different configuration for creating a service request triggered in the Portal. If the new Moment-Set is not used, the old functionality is kept and settings from Default Equipment Moment-Set for the chat will apply.

Access Control for Moments

It’s now possible to define which role can access a specific Moment. With this new functionality, we allow technicians to check the setup using their own credentials.

Address Resolution for Service Requests

A new address resolution during the ]service request procedure was introduced in this version. An address is automatically proposed using the following logic: 1. Equipment address, 2. Default ship-to address of the business partner.

User Profile for Service Assistant

We have introduced a user profile icon in the top right corner. This profile allows you to adjust user information, change password and signing-out.

Platform and Admin

Client Credentials Permissions

It is now possible to use client credentials only for your integration. In the Admin Portal, it is possible to assign a permission group to your custom client credentials, so you can control which company data a specific custom client can access.

Roles for Admin Access

It is now possible to define specific roles to control access to the different objects and areas within the Admin Portal.

Planning and Dispatching

IN PREVIEW - Search for an Activity from the Planning Board

Searching for an activity on the planning board is now much easier thanks to new search functionality. Simply search the activity you are looking for, select it from the dropdown list, and once you click on it the planning board will show you the technician and will focus on the relevant activity. Finding an activity on the planning board has never been so easy

Disable the “Close” Activities Option for Planners via UI-Permission

Some business scenarios require that only a planner supervisor can close activities from the planning board. The “Close” option can now be disabled via the UI-Permission “PLANNER_CAN_CLOSE”.

Disable the “Cancel” Activities Option for Planners via UI-Permission

Some business scenarios require that only a planner supervisor can cancel activities from the planning board. The “Cancel” option can now be disabled via a UI-Permission “PLANNER_CAN_CANCEL”

Support Multiple Worktime Patterns for the Same Resource

It is common that a certain employee will change worktime on occasion (e.g. going from 100% to 80%). WFM now allows you to assign different worktime patterns to the same employee as long as the worktime patterns do not change more than two times in a two-month timespan.

Allow to Copy an Activity to Another Technician from within a Group

When time is ticking it might be necessary to copy and assign an activity to another technician. When multiple activities are within a group it was previously necessary to first take the activity out of a group and then copy it to a different technician. This can now be accomplished much more quickly, as the copy can be done within the group itself

Smartforms & Feedback

Visibility Condition Validation on Chapter View

Visibility conditions and required settings for smartforms elements and are now validated on the overview level. An indicator now shows in which chapter and on what element there might be a missing or faulty configuration.

Improved Import Flow

When importing smartform templates, two new improvements were completed and made available in preview. These will now be released for general availability.

When importing a template, you now can directly select the category you want to move the uploaded template into or even adjust the template name.

The second improvement provides direct feedback if the compressed template file can be imported or not.

IN PREVIEW - UI Changes Using New Components

Small new UI adjustments were made in preparation for the Fiori 3 alignment.

IN PREVIEW - Improved Table Design

We introduced a WYSIWYG-like editor for the table element. This allows the user to create and edit a table more intuitively.

IN PREVIEW - Editing Series Element within Chapter View

Smartform elements used within a series element are now displayed in the chapter overview. This provides the user with a better overview and understanding of his/her smartform while designing it.

Service Map

Display Route between Technician and a Set of Activities

Would you like to show the travel time between the technician and a certain set of activities in order to create a tailored plan for your field engineer? The “route view” has been enhanced, allowing you to select a technician and multiple activities, while allowing to re-shuffle activities. The total travel time and distance is now reported on the route header.


Partner on-boarding API

Are you building your own crowd platform and want to integrate your partner portal with SAP Field Service Management? We now provide a partner on-boarding API. You can use this API to integrate your partner portal with SAP Field Service Management so that you can release jobs to partners and track the partner’s job progress as well.

Automated Planning & Planning Optimization

Route Optimization Triggered by Business Rules

It is now possible to trigger event-based optimization using business rules. The optimization can be triggered by two types of events: time-based or on data change. The data change that can trigger the re-optimization can either be due to changes to technician availability because of a schedule overlapping with reservations or absences, or due to adding an additional activity. It can be specified what activities will be re-optimized when triggered through a SELECT statement. This enables you to very flexibly exclude or include activities for a specific optimization.

In the last release we introduced plugins for different optimization targets with individual scoring functions that determine the suitability of an activity for a technician. For a business rule it can be specified which plugin will be used for the triggered optimization. In this initial version, the business rule can’t yet be specified trough a UI or API, but it can be enabled by the implementation team for each company individually.

When sick leave absences overlap activities (image 1), it triggers a re-scheduling of activities, via a business rule (image 2).

Route Optimization via Greedy Algorithm

The optimization implemented in this release is commonly known as a “greedy” type of optimization. It works as follows: first all activities to be optimized are fed one by one into the algorithm and the earliest fit of activity-technician pair with best score - computed via the score function of the plugin specified is chosen. This is then repeated until all activities are distributed to the technicians in the system, or if no solution found for some of the activities. Greedy algorithms are heuristic approaches that find a good solution using limited computational resources. Below you can see this algorithm in action for a set of example data. Where one technician executes multiple days of work.

Any type of scoring function can be used to optimize in this system. Should there be a need to have a very specific scoring used that is not included in the standard you can request it to be altered by the implementation team for the specific company where the algorithm should be executed.

Root Cause Analysis

In some cases, it can occur that an activity cannot be matched to any technician in the system. This can be due to improper data. For example, no address specified, no matching skill or a manifold of other reasons. To improve traceability for when certain activity could not be matched, the root cause analysis has been enhanced. The resulting analysis can be seen as a JSON file in the first version and gives detailed information on why a technician was not chosen for an activity.

Figure: JSON example of root cause analysis for why technicians would not match an activity.

Analytics & Reporting

You Can’t Improve What You Can’t Measure

With this release, we’ve introduced an SAP Analytics Cloud (SAC) based Dashboard with out-of-the-box content for Field Service KPIs directly evaluating your data. This SAC story can be downloaded in SAP Analytics Cloud Content Network within you SAP Analytics Cloud Tenant.

This story uses our own OData connector to load the data from Field Service Management to SAP Analytics Cloud. Through embedding functionality, this story can be displayed from within Analytics and Reporting App.


FSM Connector

Looking to integrate FSM in a ERP-Like System? No problem, with the new FSM Connector you can build an integration with any ERP-like system. Just enable it in Admin and start creating service Calls with activities and/or reserved materials via the FSM Connector API. When an Activity is completed listen to the FSM Connector Outbound API to have time efforts, materials, mileages and expenses reported back to you.

C4C Integration

Do you have a C4C tenant to manage your service tickets and want to use SAP Field Service Management for dispatching and execution? We have a great news for you! With our new C4C Integration it is now possible out of the box, with minimum effort from your side.

As part of the integration we support transactional data and master data; bidirectional sync of service call, activity, reserved material; unidirectional flow of used materials, time effort, mileages; unidirectional (to FSM) sync of equipment, business partners, contacts, addresses, employees, and items.

S/4 Hana Service Integration

S/4Hana Service Cloud is a perfect solution for services but, as every Field Service Management solution, it needs decent execution capabilities. With our S/4HANA Service integration we enable you to use the SAP Field Service Management–with strong mobile capabilities–for service order dispatching and execution. This comes with a standard, out of the box, integration, so it can be enabled with minimum effort.

The Integration covers transactional data and master data; bidirectional sync of service call, activity, reserved material; unidirectional flow of used materials, time effort, mileages; unidirectional (to FSM) sync of equipment, business partners, contacts, addresses, employees, and items.

Service API v2

If you are using or planning to use the Service API, we’ve completed some improvements for you. Fields origin, createPeson and equipment are now optional. Additionally, we support plannedStartDate and plannedEndDate in read-only mode.


Custom Push Notifications

You can now use business rules to trigger push notifications. The content of the push notification is customizable, and description of the push notification can also be localized to support different device languages.

iOS / Android

Brand Your App with Your Own Colors

Administrators can now define primary and secondary brand colors to be used in the app, giving you the ability to customize parts of the application to reflect your corporate branding colors.

IN PREVIEW - Travel and Work Items Screens

The travel and work items screens provide more context for the technician during field service execution. The travel screen informs the technician about the travel location and the current time spent traveling, while the work items screen displays all checklists and reserved material linked to the activity.

This information is presented in a streamlined way as the technician navigates through the guided workflow steps.

The new Travel and work items screens as seen on an iOS device:

IN PREVIEW - Reserved Material UI Updates

Quickly seclect and consume reserved material with the ability to select multiple items and execute the same action.



IN PREVIEW - Inline Editing Screen

The new user interface for the activity details screen simplifies the editing process by reducing the click count to complete some actions such as adding notes or attachments.




Support Feedback Codes

The technician can now use feedback codes to quickly record information for an activity, thus reducing the manual data entry effort required during field service execution.

Copy and Paste Data to Smart Form Tables

You can now quickly copy and paste text data into a row or column of a Smart Form table, simplifying the process of moving data from an external program such as excel or notepad.

Service Contract on Equipment

The technician can now view service contracts associated with an equipment record on the equipment screen and view information such as contact type and validity.

Interested in seeing what`s available in Preview for SAP Field Service Management?

Check out the latest innovations here

Interested in being notified about SAP Field Service Management information relevant to you?

Check out the following page

Functional Overview

For an overview of the functionality provided in the SAP Field Service Management Application: Functional Overview

General Changelog

For an overview of defect corrections and new features included by release: General Changelog

Prior Releases

For releases 6.0.0 to the previous release: Release Notes Archive
For information on releases 4.8-5.8: Release Notes 4.8-5.8