Wednesday, January 20, 2016

Field Service Management in Cloud for Customer 1602

Every new release of SAP's Cloud for Customer brings a lot of new functionality. At the moment one of the focus points of SAP is bringing the full Field Service functionality to C4C.
In this blog we will take a closer look at the capabilities of C4C release 1602 with a specific focus on the Field Service functionality. Which functionalities are available, and what will the (near) future bring.

Process Overview

Within C4C the service process can start with selling a service contract via the quotation flow. The contract will be the place holder for the SLA that is agreed with the customer and will initiate the billing.
A customer is able to connect to its supplier via multiple channels in case of a break down.  A ticket is created for this customer by the customer support team.
When this ticket requires work we enter the area of field service management. This process includes the planning, execution and confirmation of service demands. The objects used for this proces wil be handled in the rest of this blog.
This blog does not focus on the Ticketing part itself, since this is already covered in many other blogs. 


Contract details

On the contract we can register the following:
- Account
- Covered installed bases 
- Service Level Agreement (SLA)
- Start and End dates
This information is used during contract determination when a ticket is created. Quantity contract functionality is  not yet available in C4C.
Contract pricing and billing are done in ECC. This is done by creating a Contract (SD/CS) in ECC. This contract in ECC will create the billing requests.

Work Ticket

In C4C a work ticket is used for registering all required services. This  is a regular ticket with the selection flag "Requires Work". This flag is set in the document type definition or can be set based on the status of a ticket.  
During ticket creation the contract is, and the relevant SLA are automatically determined. The SLA is used for date calculation. Also warrenty, which is linked to the Installed base, is automatically determined.
The pricing of the service ticket is done in ECC and requires a manual action to "Request external Pricing". The ticket holds both the planned quantities as well as the actual products after service execution. When the ticket is completed and sent to ECC, a billing request wil be created in ECC.
As you can see there is no Service Confirmation document in C4C. This part of the process is also maintained on the ticket.

Processing Types

Integration is based on the "Processing Type" determined in C4C. This is a new concept that combines the Item Type functionality with the Accounting Indicator  functionality. 
SAP delivers standard "System Processing Codes" like Billing Request, Time or Parts Consumption from engineer stock. These system processing codes can be linked to "User Processing Type" in fine-tuning. You also link the invoicing method to the User Processing Type, this can be time and material (Actuals) or fixed price (Planned quantities). These User Processing Types can be linked to products based on a BRF+ decision table. With the 1602 release SAP delivers two processing types, item planning and item consumption,  that not yet have an implementation on the ECC side. These Processing Types can be used to build a custom integration with ECC using a BADI on the ECC side.

Resource Planning

For items that require work from a service engineer, the assignment of the correct engineer can be done using the internal Resource Planner. This functionality is included in the standard C4C Service license. In the resource planner we can search for Demands and Resources and combine them in an Assignment. From release 1602 this assignment becomes a seperate object in C4C that will be visible in the Resource planner. The standard resource planner does not have any automated functionality. If you require more advanced planning functionality you can connect the Multiple Resource Scheduling tool (MRS) from SAP. But also the integration with MRS has the limitation that C4C is not able to send the links between demands from one order. So if you have structured demands on your order, that have to be executed together or sequential, this information cannot be sent to MRS. In C4C it is possible to use the internal Resource Planner and MRS on the same tennant.

Planned Maintenance

Registering planned maintenance has changed a bit in C4C. It is no longer required to register a specific document or Contract item for an account, but we create a seperate Maintenance Plan document per maintenance schedule. This set-up has a much more functional basis. A Maintenance Plan document is created, with scheduling type and all details needed for execution. Afterwards you can link the installed bases that require this planned maintenance to the maintenance plan document. All date calculation is done on the specific linked Installed Base. This functionality makes it much easier to set-up a new installed base or registered product for planned maintenance. You can just link it to the existing Maintenance Plan.