SAP Field Service Management: Integration Scenarios

SAP Field Service Management
Integration Scenarios
July, 2020
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© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 2

SAP FSM Integration Overview
https://docs.coresystems.net/integration/in
tegration-overview.html
Green = Available now
Yellow = Planned on roadmap
Grey = Not available (yet)

Agenda
Recent Innovations
▪ What’s new in 2005
Integration Scenarios based on Customer Base

▪ SAP S/4HANA with Service Core (Cloud and On Premise)
▪ SAP ECC CS/PM or S/4HANA CS
▪ SAP Cloud for Customer (C4C / aka Service Cloud)
▪ SAP CRM 7.0
▪ SAP Business One

Recent Innovations
What’s new in 2005?
Integration | What’s new in 2005? (1/2)
SAP S/4HANA Service Integration (Cloud) SAP C4C Integration

Support synchronization of the following additional New integration functionalities, including:
entities
▪ Replicate functional location master Data and ticket
▪ Service contract (S4 to FSM) main functional location to FSM
▪ S4 Service Team (without Service Team master data
and employee region) ▪ Replicate Employee Org Assignment from C4C to FSM
People Region Assignment to Support the Planning
▪ Master Data Stock (S4 to FSM) Scenario
READ MORE
▪ Replicate Ticket Service Technician Team or Serve and
Support Team to FSM activity Region to support
SAP ECC CS/PM or S/4HANA CS Integration Planning Scenario
As part of the standard integration, the following entities ▪ Replicate Service Call/Activity Skills Assignment to
will be synchronized between both systems C4C Ticket
▪ Crowd partner, Crowd person, UDFs, Attachments,
▪ Enhance Bidirectional Ticket service category to
Skills, Skill approvals - READ MORE
Service Call Problem Type replication
▪ Teams
READ MORE
▪ Planning Scenarios - READ MORE

Integration | What’s new in 2005? (2/2)
SAP CRM 7.0 Integration Service API

With the 2005 release, we have made the SAP CRM – ▪ With this release, you can create a service call with
SAP FSM Integration more robust. Many defects were a link to a service contract
corrected, and several new features are now READ MORE
available, including:
▪ SAP FSM Activity to SAP CRM Service Order line
User API
item replication
▪ Activate and de-active users via API. Get a user via
▪ SAP CRM Installed base with component and
an email or a username
address hierarchy support. Now supporting initial
load of one thousand or more equipment at a time READ MORE
from CRM to FSM
▪ Improved error handling in the Integration flows
READ MORE

SAP Strategy
SAP S/4HANA Service
SAP Service in the Intelligent Enterprise
Functional Scope Intelligent Enterprise
SOCIAL SMS E-MAIL PHONE QR IOT

SAP CX SAP Service Cloud
Customer Service (Cloud for Customer)
Customer Service
INSTALLATION SERVICE REPAIR FINANCE

SAP S/4HANA SAP S/4HANA
Service Management (Cloud and On Premise)
Service Management
PLANNING CONFIRMATION MOBILE SELF CROWD

SAP CX SAP Field Service Management
Field Service
Field Service
SAP S/4HANA and

INSTALLATION DOC SERVICE
Cloud Platform SAP S/4HANA and
Asset Management Intelligent Asset Management SAP Cloud Platform
Field Service Management with S/4HANA Service | Process Description
Process Description
SAP S/4HANA
(Cloud and On Premise)
• A released service order is
INSTALLATION SERVICE REPAIR FINANCE PLANNING CONFIRMATIONMOBILE SELF CROWD replicated into the FSM planning
board
SERVICE
QUOTATION • Using advanced scheduling the
best matching technician(s) can be
SLA ACTIVITY
SERVICE CONTRACT SERVICE CALL ACTIVITY assigned to the service order
PRICE RELEASE RESERVED MATERIAL
• Releasing the assignment will push
BILLING PLAN SCHEDULING a notification to the technician’s
SERVICE ORDER mobile app
TECHNICIAN SYNC TO • On the offline mobile app, the
INVOICE ACTIVITY RELEASE
DATES MOBILE technician can confirm planned and
unplanned effort, parts and
BACK-
ACTIVITY CLOSE
REPORTING expenses. The technician can also
generate a PDF summary and
GOODS MOVEMENT
SERVICE TIME, EXPENSE, MATERIAL
T&M APPROVAL capture the customer’s signature
CONFIRMATION
• After T&M Journal approval a
TIMESHEET INVOICE Service Confirmation is created with
follow-up Timesheet, Goods
Movements and Billing Request

Standard Interface available now
Field Service Management with S/4HANA Service | Capabilities
Integration capabilities (2005)
SAP S/4HANA
(Cloud and On Premise) • Master data replication from S/4HANA to
FSM
INSTALLATION SERVICE REPAIR FINANCE PLANNING CONFIRMATIONMOBILE SELF CROWD • Planned services and expenses
• Planned service parts with follow-up
SERVICE purchasing process
QUOTATION • Released service order replicated to FSM
for scheduling
SLA ACTIVITY
SERVICE CONTRACT SERVICE CALL ACTIVITY • Planned services replicated as Activities
PRICE RELEASE RESERVED MATERIAL
• Planned parts replicated as Reserved
Materials
BILLING PLAN SCHEDULING • Ability to duplicate and re-assign/un-
SERVICE ORDER assign activities
• Release assignment to inform technician
TECHNICIAN SYNC TO
INVOICE ACTIVITY RELEASE and update service order
DATES MOBILE
• Confirmation of planned services, parts
and expenses
BACK-
ACTIVITY CLOSE • Confirmation of unplanned parts and
REPORTING
expenses
TIME, EXPENSE, MATERIAL
SERVICE • Approval of T&M Journal with efforts,
GOODS MOVEMENT T&M APPROVAL
CONFIRMATION materials and expenses
• Creation of Service Confirmation(s)
TIMESHEET INVOICE • Support for partial confirmations
• Aligned Status Management

Field Service Management with S/4HANA Service | Master Data replication
Master Data
SAP S/4HANA SAP Field Service Management SAP Asset Central
• Business Partner
BUSINESS • Contact Person
CUSTOMER
PARTNER
• Material
• Stock
CONTACT PERSON CONTACT PERSON
• Equipment
• Employee
MATERIAL ITEM
(*)
STOCK STOCK
EQUIPMENT EQUIPMENT
EQUIPMENT
EMPLOYEE PERSON

(*) Cloud only Standard Interface available now Manual upload to FSM based on templates
Field Service Management with S/4HANA Service | Roadmap (1/4)
Bi-directional replication of Service
SAP S/4HANA Order and Service Call
INSTALLATION SERVICE REPAIR FINANCE PLANNING CONFIRMATIONMOBILE SELF CROWD • Create, update, delete from S/4 to FSM
• Create, update, delete from FSM to S/4
SERVICE • Including attachments
QUOTATION
• Including qualifications/skills
SLA
SERVICE CONTRACT SERVICE CALL ACTIVITY • Aligned Status management
PRICE
• Extensibility
BILLING PLAN SCHEDULING
SERVICE ORDER
Bi-directional Activity replication
TECHNICIAN SYNC TO
DATES MOBILE
• Create, update, delete from S/4 to FSM
BACK- • Create, update, delete from FSM to S/4
ACTIVITY CLOSE
REPORTING
• Attachments from FSM Activity to S/4 Service
SERVICE TIME, EXPENSE, MATERIAL Order
CONFIRMATION • Extensibility
TIMESHEET INVOICE
© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC Standard Interface available now Enhancements planned on Roadmap 14
Time & Material Journal
SAP S/4HANA
• Create service confirmation for spare
parts, effort, expenses, mileage upon
INSTALLATION SERVICE REPAIR FINANCE PLANNING CONFIRMATIONMOBILE SELF CROWD
T&M approval
SERVICE • Support both planned and unplanned

QUOTATION spare parts, expenses and mileage
• Support configurable travel types
SLA
SERVICE CONTRACT SERVICE CALL ACTIVITY
PRICE • Support configurable effort types

SERVICE ORDER
TECHNICIAN SYNC TO
Configuration
DATES MOBILE
• S/4HANA Essentials: Support Standard

BACK- Order, Fixed Price Order, Bundles
ACTIVITY CLOSE
REPORTING
• S/4HANA Extended: Support configuration of
SERVICE TIME, EXPENSE, MATERIAL, MILEAGE service order transaction types and item
GOODS MOVEMENT T&M APPROVAL categories
CONFIRMATION
TIMESHEET INVOICE
© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC Standard Interface available now Enhancements planned on Roadmap 15
SAP Cloud for Customer integration
SAP S/4HANA SAP Service Cloud SAP Field Service Management
(Cloud and On Premise) (Cloud for Customer)
• C4C Ticket to S/4HANA Service Order
integration
INSTALLATION SERVICE REPAIR FINANCE SOCIAL SMS E-MAIL PHONE QR IOT PLANNING CONFIRMATION MOBILE SELF CROWD
TICKET
SERVICE
FOLLOW-UP FLOW
QUOTATION
SLA
SERVICE CONTRACT SERVICE CALL ACTIVITY
PRICE

SERVICE ORDER
SYNC TO
MOBILE
BACK-
ACTIVITY CLOSE
REPORTING
SERVICE
CONFIRMATION
TIMESHEET INVOICE
© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC Standard Interface available now Roadmap Enhancements planned on Roadmap 16
Master Data
SAP S/4HANA SAP Field Service Management SAP Asset Central
• Contact Person - Bi-directional replication
BUSINESS • Stock replication
CUSTOMER
PARTNER
• Equipment – Direct automatic replication
• Employee – Direct automatic replication
• Organizational model
• Qualifications/Skills
MATERIAL ITEM
(*)
STOCK STOCK
EQUIPMENT EQUIPMENT
EQUIPMENT
EMPLOYEE PERSON
ORGANIZATION REGION
QUALIFICATIONS SKILLS

(*) Available in S/4HANA Essentials Standard Interface available now Roadmap
Integration FSM with S/4HANA Service | Useful links
Documentation
▪ S/4HANA OnPrem: https://docs.coresystems.net/integration/s4-hana-onprem-integration.html
▪ S/4HANA Cloud: https://docs.coresystems.net/integration/s4-hana-service-integration.html
▪ SAP API Business Hub:

https://api.sap.com/package/SAPS4HANAIntegrationwithSAPFieldServiceManagement?sectio
n=Overview
Demo
▪ Blog: https://blogs.sap.com/2019/12/12/the-power-of-sap-s-4hana-5-integration-with-sap-c-
4hana-field-service-management/
▪ Video: https://youtu.be/owF8oAJ6cyQ

Customer Base
SAP ECC CS/PM
S/4HANA CS (in Compatibility) or PM
Transition towards SAP’s vision for End-to-End Service Management
Today SAP ECC CS/PM or S/4HANA CS (comp)/PM as Service Solution
TODAY TRANSITION FUTURE
SAP Field Service SAP Field Service

Management Management
ECC CS
(Compatibility SAP C/4HANA SAP C/4HANA
Mode)
With Customization
ECC CS S/4HANA SERVICE

(Compatibility Mode) (Cloud or OnPrem)

Field Service Management with SAP ECC CS/PM or S/4HANA CS (comp)/PM
Service Process Description

SAP ECC CS/PM
S/4HANA CS (comp)/PM
• A released service order is
INSTALLATION SERVICE REPAIR FINANCE PLANNING CONFIRMATIONMOBILE SELF CROWD replicated into the FSM planning
PM MAINTENANCE CS SERVICE board
PLAN NOTIFICATION
• Using advanced scheduling the
ACTIVITY
best matching technician(s) can be
CS SERVICE ORDER SERVICE CALL ACTIVITY assigned to the service order
RESERVED MATERIAL
OPERATIONS • Releasing the assignment will push

SCHEDULING a notification to the technician’s
COMPONENTS
mobile app
TECHNICIAN
ACTIVITY RELEASE SYNC TO MOBILE • On the offline mobile app, the
FOLLOW UP NOTIFICATION RELEASE STATUS
technician can confirm planned and
PROJECT BACK-REPORTING
unplanned effort, parts and
ACTIVITY CLOSE
USAGE expenses. The technician can also
TIME, EXPENSE,
MATERIAL, MILEAGE
TIME EFFORT generate a PDF summary and
CS SERVICE
GOODS MOVEMENT
CONFIRMATION
T&M APPROVAL MATERIAL capture the customer’s signature
SMARTFORM
MILEAGE
FEEDBACK CODE • After T&M Journal approval a
TIMESHEET USED TOOL EXPENSE Service Confirmation is created with
SMARTFORM follow-up Timesheet, Goods
Movements and Billing
BILLING USED TOOL
© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC

FEEDBACK CODE Standard Interface available now 22
Field Service Management with SAP ECC CS/PM or S/4HANA CS (comp)/PM |
Master Data replication
SAP ECC CS/PM SAP Field Service Management

BUSINESS PARTNER CUSTOMER
MATERIAL ITEM
EQUIPMENT EQUIPMENT
MATERIAL / EQUIPMENT TOOL (based on ITEM / EQUIPMENT)
EMPLOYEE PERSON
QUALIFICATION SKILL
ATTACHMENT ATTACHMENT
WORK CENTER / PLANNING GROUP /

REGION
ADDRESS REGION
ABSENCE PERSON RESERVATION

Master Data replication for Service Crowd
SAP ECC CS/PM SAP Field Service Management

VENDOR CROWD PARTNER COMPANY
EXT. EMPLOYEE CROWD MEMBER

Other Transactions
SAP ECC CS/PM

CONTRACT CONTRACT
PRICE LIST PRICE LIST
ORDER ORDER
QUOTE QUOTE
OPPORTUNITY OPPORTUNITY

Integration FSM with ECC CS/PM | Useful links
Documentation: https://docs.coresystems.net/integration/ecc-cs-s4hana-cs-integration.html
Demo Video:
https://enable.cx.sap.com/media/End-to-end+Scenario+with+Back-office+Integration+-
++SAP+Field+Service+Management/1_oq74x8nc

Customer Base
SAP Service Cloud
Cloud for Customer (C4C)
Field Service Management with Cloud for Customer | Process Description
SAP S/4HANA SAP Service Cloud Process Description

(On Premise or ECC) (Cloud for Customer)
• A (work) ticket is replicated into the

LOGISTICS FINANCE SOCIAL SMS E-MAIL PHONE QR IOT PLANNING CONFIRMATION MOBILE SELF CROWD FSM planning board
• Using advanced scheduling the
SERVICE SERVICE best matching technician(s) can be
CONTRACT CONTRACT assigned to the ticket
SLA
ACTIVITY • Releasing the assignment will push
SERVICE CALL
BILLING PLAN RESERVED MATERIAL a notification to the technician’s
mobile app
INVOICE SCHEDULING • On the offline mobile app, the
technician can confirm planned and
TICKET
TECHNICIAN
ACTIVITY RELEASE
SYNC TO unplanned effort, parts and mileage.
STATUS MOBILE The technician can also generate a
PDF summary and capture the
ACTIVITY CLOSE
BACK- customer’s signature
REPORTING
INTERNAL ORDER
• After T&M Journal approval
TIME
T&M APPROVAL
confirmation items are added to the
CATS MATERIAL, MILEAGE work ticket.
RELEASE • The ticket is released to ERP to
GOODS MOVEMENT create follow-up Timesheet, Goods
Movement and Billing Requests
INVOICE

Field Service Management with Cloud for Customer | Master Data replication
SAP S/4HANA SAP Service Cloud Master Data

(On Premise or ECC) (Cloud for Customer)
• Employee
• Business Partner
• Contact Person
EMPLOYEE EMPLOYEE PEOPLE
• Product
• Registered Product
CUSTOMER ACCOUNT CUSTOMER
• Skills
• Van Stock
CONTACT PERSON CONTACT PERSON CONTACT PERSON
MATERIAL PRODUCT ITEM
REGISTERED
EQUIPMENT EQUIPMENT
PRODUCT
STOCK STOCK
SKILL SKILL

Integration FSM with C4C Service | Useful links
Documentation
https://help.sap.com/viewer/80bbfc15695f48b791eee1d6b081a5f2/2002/en-US
Demo videos
▪ Overview:
https://enable.cx.sap.com/media/SAP+Service+Cloud+Integration+Demo+%E2%80%93+SAP+
Field+Service+Management/1_gozc1x8d
▪ Ticket and Items Integration:
https://enable.cx.sap.com/media/Ticket+and+Items+Integration+with+SAP+Service+Cloud+%E2
%80%93+SAP+Field+Service+Management/1_tpnnhi85
▪ Master Data Integration:
https://enable.cx.sap.com/media/Master+Data+Integration+with+SAP+Service+Cloud+%E2%80
%93+SAP+Field+Service+Management/1_9oari8pz

Customer Base
SAP CRM 7.0
Transition towards SAP’s vision for End-to-End Service Management
Today CRM as Service Solution
FUTURE
TRANSITION
TODAY
SAP SERVICE CLOUD

SAP Field
Service Self-Service Customer Service Field Service
SAP C/4HANA
SAP C/4HANA
SAP CRM
SAP CRM SAP S/4HANA

Service

Field Service Management with CRM 7.0 | Process Description
SAP S/4HANA SAP CRM 7.0 Process Description

(On Premise and ECC) ▪ Immediately after a service order is
released in SAP CRM, a Service Call and
the corresponding Activities are
LOGISTICS FINANCE SOCIAL SMS E-MAIL PHONE QR IOT PLANNING CONFIRMATION MOBILE SELF CROWD
automatically created in SAP Field
Service Management.
ACTIVITY ▪ Immediately after any item of the time
SERVICE ORDER SERVICE CALL
RESERVED MATERIAL efforts, expenses, or materials is
Service approved in SAP Field Service
SCHEDULING
Management, a Service Confirmation is
Material created in SAP CRM.
SYNC TO ▪ Immediately after a service order is

ACTIVITY RELEASE completed in SAP CRM, the status of the
MOBILE
corresponding service call is automatically
SERVICE
CONFIRMATION ACTIVITY changed to Technically Complete in SAP
ACTIVITY CLOSE
CHECKOUT Field Service Management.
Time ▪ Immediately after a Service Call is
TIME, EXPENSE,
T&M APPROVAL completed in SAP FSM, the status of the
INTERNAL ORDER Expense MATERIAL, MILEAGE
corresponding service order is
Material
RELEASE
automatically changed to Complete in
BILLING REQUEST SAP CRM.
Mileage
CATS
GOODS MOVEMENT

Field Service Management with CRM 7.0 | Capabilities
SAP S/4HANA SAP CRM 7.0

Integration capabilities
SAP Field Service Management ▪ Master data replication from SAP CRM to
(On Premise and ECC)
FSM
▪ Fixed price & T&M order types
LOGISTICS FINANCE SOCIAL SMS E-MAIL PHONE QR IOT PLANNING CONFIRMATION MOBILE SELF CROWD ▪ Planned services and expenses
▪ Planned service parts with follow-up
purchasing process
ACTIVITY
SERVICE ORDER SERVICE CALL ▪ Released service order replicated to FSM
RESERVED MATERIAL
for scheduling
Service
▪ Planned services replicated as Activities
SCHEDULING
Material ▪ Planned parts replicated as Reserved
Materials
ACTIVITY RELEASE
SYNC TO ▪ Ability to duplicate and re-assign activities
MOBILE
▪ Release assignment to inform technician
SERVICE and update service order
CONFIRMATION ACTIVITY
ACTIVITY CLOSE ▪ Confirmation of planned services, parts
CHECKOUT
and expenses
Time
TIME, EXPENSE, ▪ Confirmation of unplanned parts and
T&M APPROVAL expenses
▪ Approval of T&M Journal with efforts,
Material
RELEASE
materials and expenses
BILLING REQUEST ▪ Creation of Service Confirmation(s)
Mileage
▪ Support for partial confirmations
CATS
▪ Aligned Status Management
GOODS MOVEMENT

Field Service Management with CRM 7.0 | Roadmap
SAP S/4HANA SAP CRM 7.0 Planned Innovations (2008)

(On Premise and ECC) ▪ FSM Activity to CRM SO line item
▪ FSM Service Call to CRM Service
LOGISTICS FINANCE SOCIAL SMS E-MAIL PHONE QR IOT PLANNING CONFIRMATION MOBILE SELF CROWD Order
SERVICE ORDER ACTIVITY

SERVICE CALL
▪ Future Direction
RESERVED MATERIAL
▪ Service report as attachment
Service
▪ Service Contracts
SCHEDULING
Material
▪ Stock replication
ACTIVITY RELEASE
SYNC TO ▪ Price lists
MOBILE
▪ Attachments
SERVICE
CONFIRMATION ACTIVITY
ACTIVITY CLOSE
CHECKOUT
Time
TIME, EXPENSE,
T&M APPROVAL
Material
RELEASE
BILLING REQUEST
Mileage
CATS
GOODS MOVEMENT

Field Service Management with CRM 7.0 | Master Data replication
Master Data
SAP CRM 7.0 SAP Field Service Management
▪ Business Partner (Customer)

BUSINESS PARTNER
BUSINESS PARTNER - CUSTOMER
▪ Business Partner (Customer) Address
(Sold To Party)
▪ Contact Person
▪ Employee
BUSINESS PARTNER - ADDRESS BUSINESS PARTNER - ADDRESS
▪ Product / Item
▪ Equipment
BUSINESS PARTNER - CONTACT CONTACT PERSON
BUSINESS PARTNER - EMPLOYEE PERSON
PRODUCT MASTER
ITEM
EQUIPMENT
EQUIPMENT
(Ibase with hierarchy)

Integration FSM with CRM 7.0 | Useful links
Documentation
• Overview in FSM Help: https://docs.coresystems.net/integration/crm/fsm-crm-integration.html
• SAP Help:
https://api.sap.com/odata/1.0/catalog.svc/Files('54ed636f529045c8b3bb2c38de010bed')/$value
• Integration Flows:
https://api.sap.com/package/SAPCRMIntegrationwithSAPFieldServiceManagement?section=Ov
erview

Customer Base
SAP Business One
Field Service Management with Business One | Cloud connector architecture
Reference to documentation
Field Service Management with Business One | Pre-Requisites
In order to integrate SAP Business One with

SAP, you must fulfill the following
requirements:
▪ Have the SAP Business One Partner

AddOn Coresuite Time installed. Contact
Coresystems AG for more details.
▪ Meet the minimum hardware and

software requirements for the SAP B1
Cloud Connector and use a supported
SAP Business One and/or SQL Server
SBO Patch Level

Field Service Management with Business One | Main Process Flow
SAP Business One

LOGISTICS SERVICE SALES FINANCE PLANNING CONFIRMATIONMOBILE SELF
SLA RESERVED MATERIAL

SERVICE
SERVICE CONTRACT SERVICE CALL SERVICE CALL
RELEASE CONTRACT
SCHEDULING
TECHNICIAN SYNC TO
ACTIVITY ACTIVITY RELEASE
DATES MOBILE
BACK-
ACTIVITY CLOSE
REPORTING
EFFORT, MATERIAL, MILEAGE, EXPENSE

INVENTORY
CORESUITE TIME T&M APPROVAL
UPDATE
A/R INVOICE
SALES OPPORTUNITY, SALES QUOTATION SALES

DOCUMENTS SALES ORDER, A/R INVOICE DOCUMENTS

Field Service Management with Business One | Master Data replication
Master Data
Business One SAP Field Service Management
▪ Business Partner
BUSINESS PARTNER BUSINESS PARTNER

▪ Business Partner Address
▪ Business Partner Contact Person
BUSINESS PARTNER -
▪ User & Employee
ADDRESS
ADDRESS ▪ Item
▪ Equipment
BUSINESS PARTNER -
CONTACT PERSON
CONTACT
USER & EMPLOYEE PERSON
ITEM ITEM
EQUIPMENT EQUIPMENT

Thank you.
Contact information:
Gert Tackaert
Chief Product Manager - S/4HANA Service Product Management
gert.tackaert@sap.com
Follow us
www.sap.com/contactsap
© 2020 SAP SE or an SAP affiliate company. All rights reserved.

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SAP Field Service Management

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Green = Available now

Yellow = Planned on roadmap

Grey = Not available (yet)

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 3

Integration Scenarios based on Customer Base

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 4

SAP S/4HANA Service Integration (Cloud) SAP C4C Integration

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 6

SAP CRM 7.0 Integration Service API

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 7

Functional Scope Intelligent Enterprise

SOCIAL SMS E-MAIL PHONE QR IOT

INSTALLATION SERVICE REPAIR FINANCE

PLANNING CONFIRMATION MOBILE SELF CROWD

SAP S/4HANA and

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 11

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 12

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 13

SERVICE • Support both planned and unplanned

BILLING PLAN SCHEDULING

• S/4HANA Essentials: Support Standard

BILLING PLAN SCHEDULING

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 17

▪ S/4HANA OnPrem: https://docs.coresystems.net/integration/s4-hana-onprem-integration.html

▪ S/4HANA Cloud: https://docs.coresystems.net/integration/s4-hana-service-integration.html

▪ SAP API Business Hub:

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 18

SAP Field Service SAP Field Service

ECC CS S/4HANA SERVICE

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 21

Service Process Description

OPERATIONS • Releasing the assignment will push

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC

SAP ECC CS/PM SAP Field Service Management

BUSINESS PARTNER CUSTOMER

CONTACT PERSON CONTACT PERSON

MATERIAL / EQUIPMENT TOOL (based on ITEM / EQUIPMENT)

WORK CENTER / PLANNING GROUP /

© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 23

SAP ECC CS/PM SAP Field Service Management

VENDOR CROWD PARTNER COMPANY

EXT. EMPLOYEE CROWD MEMBER

Standard Interface available now

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SAP ECC CS/PM

PRICE LIST PRICE LIST

Standard Interface available now

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SAP S/4HANA SAP Service Cloud Process Description

• A (work) ticket is replicated into the

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SAP S/4HANA SAP Service Cloud Master Data

MATERIAL PRODUCT ITEM

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SAP SERVICE CLOUD

SAP CRM SAP S/4HANA

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SAP S/4HANA SAP CRM 7.0 Process Description

SYNC TO ▪ Immediately after a service order is