sap crm service manager user guide - tablet

CUSTOMER

SAP CRM Service Manager: Version 4.4Document Version: 1.0 – 2016-11-25

SAP CRM Service Manager User Guide - Tablet

Content

1 About This Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

2 Mobile Add-On for CRM Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62.1 SAP CRM Service Manager Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

SAP CRM SAP CRM Service Manager Functionality Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7How SAP CRM Service Manager Works. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10

3 Installing the SAP CRM Service Manager Client on an iOS or Android Mobile Device. . . . . . . . . . . 11

4 Common Functions for SAP CRM Service Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134.1 Viewing Objects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Filtering Results in the List Pane. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144.2 Clearing an Object from the Mobile Device. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Clearing Vehicle Stock or External Vehicle Stock. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164.3 Adding a Note to an Object. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Editing or Deleting Notes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184.4 Adding an Object. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184.5 Editing an Object. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194.6 Working with Attachments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Display Attachments Assigned to a Service Order or other Object. . . . . . . . . . . . . . . . . . . . . . . . . . 21Uploading Attachments from the Mobile Device. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21Inbound Transaction Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

5 Transmitting Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255.1 Methods of Transmitting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255.2 Performing the Initial Transmit. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265.3 Performing a Standard Transmit. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

6 Using the Calendar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

7 Using Maps. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

8 Working with Service Orders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

9 Working with Assignments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349.1 Assignments Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349.2 Changing the Status of an Object. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Available Status Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Accepting or Declining an Assignment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

9.3 Assignment Details Panes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

2 C U S T O M E RSAP CRM Service Manager User Guide - Tablet

Content

Details Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38Items Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Confirmations Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Partners Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Reference Objects Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41History Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

9.4 Notes Detail Pane. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429.5 Viewing Contracts in SAP CRM Service Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Service Contract Details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Service Contract Items. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Service Contract History. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

9.6 Viewing Warranties in SAP CRM Service Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

10 Working with Confirmations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4610.1 Confirmations Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .46

Auto-Confirmations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4710.2 General Detail Pane. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Editing a Confirmation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4810.3 Reference Objects Detail Pane. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Adding a Reference Object. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4910.4 Notes Detail Pane. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5010.5 Items Detail Pane. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Adding a Service Order Item. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51Adding a Confirmation Item. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

10.6 Completing Confirmations for Service Items. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5310.7 Creating Confirmations for Service Items. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Adding a Photo to a Service Item. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Adding a Document to a Service Item. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

10.8 Surveys Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56Completing a Survey. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57

11 Working with the Installed Base (IBase). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5911.1 IBase (Installed Base) Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5911.2 Installed Base Detail Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Installed Base / IBases Details Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Installed Base / IBases Installed Bases / IBases Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Installed Base / IBases Products Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Installed Base / IBases Objects Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Installed Base / IBases Texts Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

11.3 Editing an Installed Base. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

12 Working with Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

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12.1 Accounts Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6512.2 Accounts Detail Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6512.3 Generating a Factsheet. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

13 Working with Vehicle Stock. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6813.1 Vehicle Stock Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6813.2 Vehicle Stock Main Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6813.3 Searching Vehicle Stock Inventory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6913.4 Toggling Vehicle Stock. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6913.5 Working with Vehicle Stock Transfers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Transferring Vehicle Stock to Another Location. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7013.6 Working with Vehicle Stock Transport Orders (STOs). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Searching for STOs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72

14 Working with External Stock. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7414.1 External Stock Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7414.2 External Stock Main Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7414.3 Searching External Vehicle Stock Inventory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7414.4 Toggling External Vehicle Stock. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7514.5 Working with External Stock Transfers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7614.6 Working with Stock Transport Orders (STOs). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77

Searching for STOs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77


Content

1 About This Guide

This user guide is provided for end users of the SAP CRM Service Manager application. The contents of this guide reflect the behavior and functionality of the SAP CRM Service Manager application as provided by SAP through the software installers for the application. SAP CRM Service Manager was developed using and deployed on the SAP Mobile Platform.

One of the benefits of this platform is the ability to configure many aspects of the SAP CRM Service Manager application’s behavior. For this reason, it is likely that differences will exist between the information documented in this guide and the final behavior of the application for a given implementation. In some implementations, the differences between this guide and the actual configuration of the application will be significant.

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2 Mobile Add-On for CRM Overview

Mobile Add-On for CRM is a set of pre-built mobile applications that are used for:

● Increasing productivity by eliminating paperwork and reducing foot traffic● Improving decision-making by giving mobile workers easy data access at the point of performance● Gaining the maximum value from enterprise applications, such as SAP, with timely and accurate data

collection● Lowering operating costs by reducing overhead and getting more from existing resources

With mobile solutions from SAP, organizations can create a seamless flow of information between business units that improve efficiency and move operations closer to real-time.

By deploying multiple products, organizations ensure that real-time data updates to one application can drive another action or transaction in a parallel business unit. Using Mobile Add-On for CRM, organizations eliminate delays traditionally caused by paperwork backlogs and communication flaws, streamlining work flow and delivering benefits to multiple business units.

The SAP Mobile Platform makes it simple and cost-effective to deploy and manage multiple Mobile Add-On for CRM products. Built on the SAP Mobile Platform, using Agentry, all Mobile Add-On for CRM products are 100% configurable and centrally administered through application updates that automatically flow to users' devices while deployed in the field. Agentry provides the flexibility, scalability, and features that ensure Mobile Add-On for CRM mobile applications are future-proof and remain on the cutting-edge of mobile technology.

In addition to the ability to deploy on a wide range of mobile devices and utilize an array of communications methods, Agentry provides out-of-the-box integration with more than 25 popular mobile peripherals, including bar codes, RFID, GPS, and GIS, as well as support for multiple international languages.

Businesses can lower the total cost of ownership for their collective mobile projects by deploying on a single mobile platform. The addition of new Mobile Add-On for CRM products does not add an additional burden to your IT team because they are prepackaged proven applications built on the same underlying technology. Solutions can be integrated to feed multiple back end systems, improving communications across the enterprise.

2.1 SAP CRM Service Manager Overview

SAP CRM Service Manager is designed to automate work flow and improve service with mobile service orders, notifications, and time management. SAP CRM Service Manager connects mobile employees with the data stored in an SAP CRM system so they can better manage work and service requests.

Creating A Paperless Work flow

SAP CRM allows a manufacturer to provide services for their products by aiding in resource management. SAP CRM Service Manager extends the SAP CRM functionality to technicians in the field, using mobile technology to eliminate paperwork.


Mobile Add-On for CRM Overview

SAP CRM Service Manager gives technicians access to SAP CRM through a mobile device, with or without network access. Using the Service Manager client application, technicians can retrieve service orders and service items assigned to them from the SAP CRM system. They also have access to all customer information, including addresses, warranties, and install information. Technicians can complete the service order and update the status of the order in SAP CRM directly from the mobile device.

The CRM (Customer Relationship Management) product offering from SAP provides functionality that allows service providers to comprehensively track and plan service engagements with their customers. Some of the key functionality provided in SAP CRM includes:

● Maintaining details of technicians’ service engagements with customers● Maintaining details of the customers’ installed base of products and technology● Maintaining customers’ service and support contracts with their service providers

2.1.1 SAP CRM SAP CRM Service Manager Functionality Overview

SAP CRM Service Manager extends the following SAP CRM functionality to mobile devices:

Service Orders

SAP CRM Service Manager manages service orders by extending SAP CRM functionality through the following actions:

● Displaying service orders and their details● Displaying service contract / warranty details

Confirmations

Confirmations report working times, materials used, and expenses for services rendered. Confirmation data is automatically posted to integrated SAP ERP Central Component (SAP ECC) systems to enable an update of stock data, working times, and controlling data. Warranties and service contracts are also found under confirmations in the SAP CRM Service Manager application.

If configured in the back end, when a confirmation is completed, and after user transmits, a PDF is generated containing data from the confirmation. This confirmation report is found in the list of attachments for the confirmation and is then available for download.

Installed Base

An installed base is a hierarchical and comprehensive representation of objects installed at your customer site for which service is offered. These objects can even include intangible objects, such as software packages and

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licenses. An installed base is a tree structure typically containing a header node (called the installed base), and some sub-nodes (called the installed base component), representing the various assets of the customer.

Surveys

A survey is a type of questionnaire, which can be used to gather information from specific users. Surveys are important means of gaining specific information from known and unknown users. For example, as part of a marketing campaign to test the market before launching a new product, or as part of a customer satisfaction survey to gather feedback on a product already purchased.

The results collected from surveys play an important role in strategic decisions. For example, when planning a new product launch or when making improvements for current products.

Calendar

Users are able to view assignments in the calendar and can drill down to the service order assigned for that chosen day.

Inbound Transaction Management

The inbound transaction management feature allows you to complete a sync with the back end without interruption. Any errors that would have previously stopped the sync if this feature were not enabled will force the user to correct the errors on the mobile device before another sync can be attempted. With the inbound transaction management feature enabled, any objects with errors are sent to a queue on the back end. Once an object is in the queue, an administrator can correct the errors and process the object to re-send it back to the client device. The inbound transaction management feature allows the user to continue working on the client without having to fix errors, and therefore no down time is lost on the user side due to error handling.

When inbound transaction management is activated in the back end, your site administrator can specify one of multiple scenarios to occur to objects that are either transmitted to or from your client device. For example, with the Error Processing Only option selected in the ConfigPanel, if you attempt to transmit an object with an error to the back end, only that object will be locked on your device (and any other objects dependent on that object, such as a service order and relevant assignments, for example). You will still be able to work on all other objects on your device.

The object in question is flagged in the back end until an administrator can fix the errors and push it back to your client. It will reappear on your device during your next transmit after it has been fixed. See the Inbound Transaction Management [page 21] topic for the different scenarios your administrator can set, and information on the lock icon that can appear when using the inbound transaction management feature.



Single Sign-On (SSO)

Single sign-on (SSO) allows the user to log into the SAP CRM Service Manager from the mobile device using single sign-on credentials without having to enter your back end CRM user name and password.

SSO gives the mobile user the ability to change or reset the log in password from the mobile device.

Attachments

SAP CRM Service Manager supports viewing of master data or transaction data attachments on the mobile device. Typically, documents such as Microsoft Office documents, PDF files, and other commonly used business documents, including videos, pictures, and audio files, are associated with CRM objects. When you select Attachments, the details screen displays the attachments that are available for download.

By default, the option to download attachments is turned on, but this can be configured through the Configuration Panel based on transaction type. If the transaction has any attachments, only limited information regarding the attachments is fetched during an initial sync. The attached content is downloaded to the device via push process only at user request. All attachments are maintained in a central repository and controlled through the Configuration Panel.

Depending on how your administrator has configured your system, you will download attachments using either synchronous download or asynchronous download. See Working with Attachments [page 20] for more information.

On Android devices, you can only view attachments from the Download folder in the device. You can not open the attachment from within the application as you can with an iOS device.

Multiresource Scheduling

SAP Multiresource Scheduling (MRS) is a solution for resource management for service, plant maintenance, and project businesses. Through resource management, you can increase resource utilization and increase its transparency across organizational units, optimize resource assignments (by travel times, priority, qualifications, etc.), handle resource requests more efficiently, and increase customer satisfaction.

Multiple Language Support

The supported languages include:

● English (en)● German (de)● Brazilian Portuguese (pt)● French (fr)● Spanish (es)

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● Korean (ko)● Japanese (ja)● Simplified Chinese (zn_CH)● Russian (ru)● Hebrew (he)● Swedish (sv)● Italian (it)

2.1.2 How SAP CRM Service Manager Works

The SAP CRM Service Manager client is the component that you will work with. The client runs on the handheld device used to track your work.

When new measurements are entered into the SAP CRM Service Manager client, the client saves this information on the handheld device. A transmit must be performed to update the SAP CRM database with the new information. A transmit is a connection between the handheld computer and a component of SAP CRM Service Manager called the server. The server will connect to the SAP CRM Service Manager database and update it with the new information entered on the handheld device. The server will also download any new information from the SAP CRM database and pass it back to your handheld device.

When the SAP CRM Service Manager client and server connect, the client will send the server any changes you have made. The server will then update these changes to the SAP CRM application. The SAP CRM Service Manager server will also retrieve any new information related to your work. This includes new work order lists, locations, equipment, and points since the last time you performed a transmit. After the server retrieves this information from the SAP CRM database, it sends it to the SAP CRM Service Manager client, where you will see it displayed.

During a transmit, the SAP CRM Service Manager server can add or change functionality on the SAP CRM Service Manager client of your device. These changes can adjust the appearance of the client, such as adding a new button or a new screen. This is because the SAP CRM Service Manager application can be easily modified by application developers to keep the application up to date with your current needs and responsibilities, making SAP CRM Service Manager a flexible application. These changes then can be deployed to handheld devices in the field when the client transmits to the server. No special actions are required when application changes are retrieved during a transmit. For example, you will not need to restart the client on your handheld device. You will be notified ahead of time before such changes occur, and should be given training and information on how these changes will relate to your work.

Your handheld device will need access to your work site’s computer network when performing a transmit. Access can vary on different work sites. Some common ways to access a network are:

● A modem connection using a standard phone line● A network connection using a network card and a network cable● A radio frequency wireless connection● A wireless cellular phone modem

The same information is sent back and forth between the SAP CRM Service Manager client, SAP CRM Service Manager server, and the SAP CRM application using any of these connection types. How to perform a transmit and which connection type to use are discussed in more detail later in this guide.



3 Installing the SAP CRM Service Manager Client on an iOS or Android Mobile Device

Prerequisites

Your mobile device must be able to connect to the Internet in order to download the client application.

NoteSupported Android devices include Android phones and the 10” Android tablet. The 7” tablet is not supported.

Context

First, you must download the SAP CRM Service Manager client to your iOS device from the App Store and to your Android device from the SAP Service Marketplace. A demo version is initially downloaded, complete with demo data, so that you can get accustomed to the application before connecting to your production server. When you are ready, you simply exit the demo and log in to your server and start working.

Procedure

1. Go to the applicable store for your device and in the Search box, type SAP CRM Service Manager and tap Search.

The application description opens.2. Tap Free and then tap Install.

The Service Manager client application is downloaded from the store and an icon is placed on the mobile device.

3. Tap the icon to open the application.

A log in screen displays with the default user Demo listed in the User field.4. Tap OK to log in. You cannot change the user name and no password is necessary.

The Service Manager client opens and is ready to use with pre-populated demo data.

Results

The Service Manager client is installed on your mobile device in Demo mode.

SAP CRM Service Manager User Guide - TabletInstalling the SAP CRM Service Manager Client on an iOS or Android Mobile Device C U S T O M E R 11

NoteTo check the version of the client software, tap the Information icon on the Module screen of the mobile device.

Next Steps

Once you are comfortable with the application and want to begin using it with your production server, tap Exit Demo. A fresh log in screen is displayed. Enter your user name and password to log on.


Installing the SAP CRM Service Manager Client on an iOS or Android Mobile Device

4 Common Functions for SAP CRM Service Manager

4.1 Viewing Objects

Context

There are a number of ways to access service orders, contracts, contacts, installed base objects, or surveys from SAP CRM Service Manager.

● If you know which object you need and know the details, you can use the Search option from the Actions menu on the screen where that object is located (i.e., a long list of objects in a list pane, or a detail pane with numerous objects located on it).

● If you prefer to select an item from a full list of all service orders, contracts, contacts, Ibase objects, or surveys, you can open the appropriate list pane and make your selection there.

● If you are already working in the details screen of one of the main tabs, you can tap the appropriate icon in the row of tabs along the bottom of the screen.

Procedure

1. To use the search function, tap in the Search bar on top of the list pane, or in the detail pane, depending on the screen where you started.

This opens a Search screen where you can enter whatever criteria you wish to find the item you need.2. Enter your criteria and tap Search.

The search results display. Tap on one of the results to open its details screen.3. To access an object through its list screen, use the appropriate icon displayed along the bottom of any of the

other main screens.

The selected list pane displays, in alphabetical order, and from there you can select a specific item to see its details screen.

4. If you are already working in any details screen, you can go directly to the associated object.

Next Steps

For details of actions you can take from the details pane and for a listing of related items you can access from the screen, see the appropriate topic:

● Details Tab [page 38]

SAP CRM Service Manager User Guide - TabletCommon Functions for SAP CRM Service Manager C U S T O M E R 13

● Items Tab [page 40]● Confirmations Tab [page 41]● Reference Objects Tab [page 41]● Partners Tab [page 41]● History Tab [page 42]● Notes Detail Pane [page 42]

For details of actions you can take from the Installed Base details screen and for a listing of related items you can access from the screen, see the appropriate topic:

● Installed Base / IBases Details Tab [page 61]● Installed Base / IBases Installed Bases Tab [page 61]● Installed Base / IBases Products Tab [page 62]● Installed Base / IBases Objects Tab [page 62]● Installed Base / IBases Texts Tab [page 63]

4.1.1 Filtering Results in the List Pane

Often, the number of work orders assigned to you can be quite large. A large list can make it difficult to locate a specific work order. You can use filtering to create a list where only certain work orders are displayed rather than all of them, according to your specified criteria. The records not displayed in your filtered list are still stored on the client and are not deleted.

To create a filter, tap the Filter icon at the top of the list pane. A page displays where you select the column to filter, the value to filter, and the comparison to make between the column and the value selected. Once you create and enable a filter, the main screen only displays the work orders that match the filter criteria.

Column

The column selected in a filter is one of the columns in the main screen of list items. You select the column to filter on. The value in this column for each record will be compared to the value you enter, using the comparison you choose.

Operator

The operator is the comparison relationship between the column and the value. You select the comparison from a list of choices in the drop-down menu. The comparison determines which records are displayed in the work order list by comparing the selected column to the selected value. Following are detailed descriptions of the comparisons that can be made in a filter:

● Less Than: Displays the records in the screen where the value of the selected column is less than the value you entered. This excludes records where the value of the column is equal to the value you entered.


Common Functions for SAP CRM Service Manager

● Less Than or Equal: Displays the records in the screen where the value of the selected column is smaller than or equal to the value you entered. This is the same comparison as Is Less Than, except that records that are equal to the value you entered are also included in the filter results.

● Equal: Displays the records in the screen where the value of the selected column is the same as the value you entered.

● Not Equal: Displays the records in the screen where the value of the selected column is not the same as the value you entered.

● Greater Than or Equal: Displays the records in the screen where the value of the selected column is greater than the value you entered. This also includes any records where the value of the column is equal to the value you entered.

● Greater Than: Displays the records in the screen where the value of the selected column is greater than the value you entered. This excludes any records where the value of the column is equal to the value you entered.

● Between: This comparison requires you to enter two values rather than one. When the values are entered, the screen displays the records where the value of the selected column is greater than or equal to the first value and less than or equal to the second value.

● Not Between: This comparison requires you to enter two values rather than one. When the values are entered, the screen displays the records where the value of the selected column is less than the value you entered and greater than the second value you entered.

Value

The value for a filter is compared to the selected column using the operator you choose. You select the value from a displayed list. The list contains the value of the selected column for each record in the work order list. If more than one record contains the same value for the selected column, that value is only listed once.

Result

Once you create a filter, the work order list is immediately refreshed to display only the results matching the filter you defined. The filter icon will have an X next to it, indicating a filter is being used.

Tap the filter icon to either edit the filter or remove the filter and return to the full list of work orders.

4.2 Clearing an Object from the Mobile Device

To remove, or clear, a service order or other object from the mobile device without making changes to the back end, use the Discard option. Discard only removes the object from the list on your mobile device. This is especially useful when you have made changes you do not want to keep and have not yet transmitted.

Before you can clear an object, you must access the specific detail screen for that object.

There are a number of ways to access a specific object.

● Use the Search option from the Main menu or detail screen for the object you wish to clear.


● If you prefer to select an item from a full list, open its list screen and make your selection there.● If you are already working in the detail screen of one of the main tabs, select the appropriate icon from the

bottom of the screen.

Once you are on the detail screen of the specific contact, or work order, select Discard from the Actions menu. The object will no longer appear in the list pane or details screen or tab from the main object screen.

NoteIf you clear an object by mistake, simply initiate a transmit to pull down the information once again to your device.

4.2.1 Clearing Vehicle Stock or External Vehicle Stock

At times, you may wish to clear either a stock item line or the entire stock list from your client.

NoteIf a stock item is listed in a pending transfer, it cannot be cleared from the client. A warning message displays if you attempt to clear an item that is scheduled for transfer.

Clearing a Stock Item from the List

To clear one or more items from the stock list, use the Toggle Checked option from the Actions button to check the items you want to clear. Then, select Clear from the Actions button. All items that were checked are removed from the stock list on your client only.

Clearing the Stock List

To clear your entire vehicle or external vehicle stock list from your client, tap the Actions button and tap Clear All. This removes all items on the list, regardless if the items were checked or not.



4.3 Adding a Note to an Object

An object can be a service order, service contract, or installed base. The Notes field will always display at the bottom of the main panel, with a heading that reads, for example, Service Order Notes.

Procedure

1. Tap on the object in the list pane to which you need to add a note.

The list screen displays in the pane on the left. Select a specific object to see its details pane.2. The Notes detail pane will display on the bottom of the screen. Tap on the Actions icon on the Notes detail

screen and select Add Note to add a note.

The Add Note screen is displayed.3. Select the Note Type from the available types displayed and tap Done to close the option list. Then, tap > to

add your note text.4. When you have finished typing the note text, tap Done to return to the Note screen. Finally, tap Done to add

the note.

The new note is added to the list in the Notes detail pane.

Results

The new note is added to the object on your mobile device and the activity is flagged as needing to be transmitted.

NoteYou can edit or delete a note before you perform a transmit. Based on the customizations maintained in the SAP CRM back-end, some of the note types can be edited even after transmit. Deletion is not possible after transmit.

Next Steps

You must initiate a transmit in order for your changes to be made to SAP CRM.


4.3.1 Editing or Deleting Notes

To edit a note, tap on a note from the list, tap the Action button, and tap Edit. Make your edits and tap Done when finished. Only some of the note types can be edited, based on the customizations maintained in the SAP CRM back-end.

To delete a note, select the note and tap Delete. You can only delete a note that you have created on the client and that has not yet been transmitted to SAP CRM.

NoteTake care when selecting a note to delete, as there is no confirmation prompt. The selected note is immediately deleted when you tap Delete.

4.4 Adding an Object

If you see the Add icon, you are allowed to add that type of object locally to the client. After the object is created, you can transmit it to the back end.

Context

Depending on the type of object you add, you can immediately work with the object before transmitting it to the back end. Or, you may have to first transmit the object to the SAP CRM back end and bring it back down to your client as a non-local object before performing work with the newly-created object.

Procedure

1. From either a main screen, detail screen, or any other type of panel where the Add icon is present, tap on the Add icon to start the add object process. Alternatively, tap on the Action icon and see if any menu item starts with the action phrase Add.

The Add [Object] screen displays.2. Any fields that are available to be filled in will be able to be tapped, and when tapped, bring up a secondary

screen, on-screen keypad, or scroll wheel from which to make or type your field selections.

Type in or select all field selections for the current Add [Object] screen. All fields should be filled in when complete.

3. Tap Done to either progress to the next Add [Object] screen if the object has more than one screen associated with it, or to complete the addition of the new object.

The new object is added to the main object list or detail object list. Conversely, if more required information is needed (i.e., a required field was missed), that information will be conveyed in an error message or the field will display a message stating that information is required there.



Results

Any changes made to the SAP CRM Service Manager application locally result in a mini-transmit symbol displaying by the information that has changed locally on the client. In this case, the mini-transmit symbol will display next to the newly-created objects in the list. These symbols let you know that there is information on your client that needs to be transmitted to the SAP CRM back end.

Next Steps

Perform a transmit to the SAP CRM back end in order to save the local object to the back end and bring it back down to your client as a true object and not just a local object.

4.5 Editing an Object

If you see the Edit icon, that is a signal that you are allowed to edit that type of object locally to the device. After the object is edited, you can then transmit it up to the back end.

Procedure

1. From either a main screen, detail screen, or any other type of panel where the Edit icon is present, tap on the Edit icon to start the edit object process. Alternatively, tap on the Action icon and see if any menu item starts with the action phrase Edit.

The Add [Object] screen displays.2. Edit any desired fields using the on-screen keyboard, scroll wheels, or additional display screens. Fields that

are not editable will not display these input devices when tapped.3. When finished with your edits, tap Done to save all changes and exit out of the Edit Object screen(s).

The edited object is shown in its object list with a mini-transmit icon beside it, indicating that some information in that object has changed.

Results

Any changes made to the SAP CRM Service Manager application locally result in a mini-transmit symbol displaying by the information that has changed locally on the client. In this case, the mini-transmit symbol will display next to the edited objects in the list. These symbols let you know that there is information on your client that needs to be transmitted to the SAP CRM back end.


Next Steps

Perform a transmit to the SAP CRM back end in order to save the edited object to the back end and bring back down any additional changes to your client.

4.6 Working with Attachments

SAP CRM Service Manager supports viewing of data in attachments on the mobile device.

Typically, documents such as Microsoft Office documents, PDF files, and other commonly used business documents including file-types used for pictures, are associated with SAP CRM objects. When you select the Attachments tab or tap on a hyperlink, the details screen displays the attachments that are available for download.

By default, the option to download attachments is turned on, but this can be configured through the Configuration Panel based on whether it is a service order or a confirmation. If the service order has any attachments, only limited information regarding the attachments is fetched during an initial sync. All attachments are maintained in a central repository and controlled through the Configuration Panel. The default configuration for attachment downloads is through the synchronous attachment download process, where the user can request documents on demand and can view them immediately after the transmit. If you disable synchronous attachments, push process using asynchronous mode will be implemented.

Attachments contain additional information about the service order or assignment, object, item, or installed base. Often, they are copies of warranty or service information, or some additional information about the agreement.

Attachments can also be photos taken at the customer site for the service order, or signature files, if signatures are needed for confirmation of service orders.

NoteOn Android devices, you can only view attachments from the Download folder on the device. You cannot open the attachment from within the application as you can with an iOS device.

FactSheets

SAP CRM Service Manager application users can view factsheets that are already generated for a customer contact. This is an on-demand feature that can be viewed through a push. See Generating a Factsheet [page 66] for more information.

Synchronous and Asynchronous Attachment Downloads

Depending on how your administrator has configured your system, you will download attachments by synchronous download or by asynchronous download.



● Synchronous download: After tapping on the attachment, a transmit immediately begins in order to fetch the document. Once the transmit is completed, you are brought to the document's screen, where you can view the document.

● Asynchronous download: After tapping on the attachment, a push request is sent to the back end to fetch the document, and you are returned to the Attachments screen. The document is downloaded in the background, and once the download is complete, a notification is sent to the client and a message pops up on your screen telling you that the attachment is ready for viewing.

4.6.1 Display Attachments Assigned to a Service Order or other Object

To display an attachment associated with a service order, assignment, or other object, first note if the paperclip icon is displaying with that object. That signifies that an attachment can be downloaded to your client device.

Tap on either the Attachments tab or hyperlink from the main Assignments screen, or tap on the Attachments tab or hyperlink from a different details screen where an attachment is present. You will then see the list of attachments that are available to download for that object.

Select and tap the attachment you wish to download and view. The transmit will be initiated and the attachment will be pushed down from the SAP CRM back end to your client device. You can continue to work with the application while the attachment is downloading to your device.

After the push is complete, you can then tap on the attachment in the attachment list and the attachment will open, in its correct format, for you to view.

4.6.2 Uploading Attachments from the Mobile Device

To upload documents to an object, such as a service order, assignment, or contact, see the topic Adding a Document to a Service Item [page 55].

To upload photos to an object, such as a service order, assignment, or contact, see the topic Adding a Photo to a Service Item [page 54].

The procedure for adding a photo or a document to an object will be the same, no matter where the object is located in the SAP CRM Service Manager application.

4.6.3 Inbound Transaction Management

The inbound transaction management feature allows you to complete a sync with the back end without interruption. Any errors that would have previously stopped the sync if this feature were not enabled will force the user to correct the errors on the mobile device before another sync can be attempted.

With the inbound transaction management feature enabled, any objects with error(s) are sent to a queue on the back end. Once an object is in the queue, an administrator can correct the error(s) and process the object to re-send it back to the client device. The inbound transaction management feature allows the user to continue


working on the client without having to fix error(s), and therefore no down time is lost on the user side due to error handling.

When inbound transaction management is activated in the back end, your site administrator will configure one of several scenarios to occur to objects that are transmitted to and from your device:

● Error processing only: This scenario will probably be the most common use-case. If you attempt to sync to the back end, and there are object(s) that contain errors, you are no longer responsible for fixing those errors on the client device before the transmit to the back end will complete. Rather, the object(s) are removed from the device and placed into an administrative queue and flagged for a back end administrator to fix them while you can continue your work on site. Once the object(s) are fixed, they are sent back down to your device during the next sync and you are free to work with them once again.

● Always check-in: All transactions are locked when syncing to and from the back end. Any change to an object or the creation of a new object and then syncing to the back end requires an administrator to approve the objects in the Administrator Panel in the queue, re-send them back down to the client, before you can work with them again. Objects sent to you from the back end will originally display with a lock icon. You will need to perform an additional transmit to clear the lock and begin work.

● Dependent transaction only: When an object is sent up to the queue due to an error or multiple errors, the back end also verifies whether any other transactions are dependent on the queued object. If yes, those dependent objects are also sent up to the queue as well. Until the back end administrator fixes the error(s), you will not be able to work on either the main object or that object's dependencies.

Object Locking

There are three objects on the client that can be locked: a service order, an assignment, or a confirmation. An object is locked if one of its transactions gets sent to the error queue in the back end, no matter what the configuration of your system is. When an object is locked, the most you can do for it on the client is:

● Copy it (Example: Copying a locked service order to create a new service order)● Discard it. If you discard it, it will come back down again on the next transmit with a lock icon, as it was

originally locked.● Request attached documents. Document pushes are still allowed for locked objects.

Depending on the scenario and the transaction, after syncing your object can either leave your mobile device to join a queue in the back end or stay on the mobile device in a locked position (shown with a lock icon). This table will help you to understand what happens when a particular transaction occurs on a specific object for the most common transaction scenarios for all three of the configuration possibilities.

Table 1:

Transaction Scenario Lock Assignment on Transaction Failure

Lock Service Order on Transaction Failure

Lock Confirmation on Transaction Failure

Comments

Service Order Add Service order add

Copy an existing order

N/A N/A N/A Newly added order will no longer show on client. There is nothing to lock.






Comments

Service Order Edit Edit an exiting order

N/A Yes N/A

Assignment Add Service order Add

Assignment add

Transmit

N/A N/A N/A In order to fetch the service order, you must have at least one good assignment. With the assignment add transaction in the error queue, you will not see the service order come down to the client.

Assignment Add Assignment add for existing order

N/A Yes N/A If assignment add transaction is in the error queue, the newly created assignment will not come down to the client.

The service order will be locked on the service add failure.

Assignment Edit Edit an existing assignment

Yes No N/A

Document Add Service order add

Document add

Transmit

N/A N/A N/A New documents are not allowed to be added to a newly created local service order.

Document Add Document add to existing service order

N/A No No Nothing is locked. Rather, an error message is displayed on the order detail screen.

Confirmation Add Service order add

Confirmation add

Transmit

N/A N/A N/A New confirmations are not allowed to be added to newly created local service orders.

Confirmation Add Confirmation add to existing service order

N/A Yes N/A Service order is locked on confirmation add failure. The confirmation add transaction will be in the error queue so the newly created confirmation will not come down to the client.

Confirmation Edit Edit existing confirmation

N/A Yes Yes





Comments

Confirmation Note Add / Edit

Add / Edit confirmation note

N/A No Yes

Confirmation Counter Reading

Take a counter reading for existing confirmation

N/A No Yes

Any Survey Transaction

Take survey

Retake survey

Edit survey

N/A No N/A Nothing is locked. An error message is shown on the service order detail screen.

Address Edit Address edit for service order business partner

N/A No No There are multiple places in the application where you can edit the address for a business partner.

Nothing is locked, only an error message is shown.

Assignment Transfer

Transfer an existing assignment to a different user

Yes No N/A

Service Order Transfer

Transfer an existing service order to a different user

No Yes N/A



5 Transmitting Overview

The client is designed to run independently of the server. This means that it is not necessary to maintain a constant connection between these two components of the application. The client will function normally on its own and provide you with the information needed to perform your tasks. The only time these two components need to be connected through a network is during a transmit.

A transmit is defined as a communication between the client and server during which information is exchanged. Put another way, a transmit is when the client tells the server what new information it has, based on the information you have given it; and the server tells the client what has changed in the SAP CRM system that is relevant to you. Additionally, the server also provides the client with changes to the application, if any.

When you perform a transmit, the client will first send up any changes you have recorded while performing your work. The server will then add these changes and new information to the SAP CRM application. Next, the server will check the SAP CRM software for new or changed information and retrieve it. It will then send this information down to the client.

Once the client receives new information from the SAP CRM system, it will be displayed to you in the associated screens. For example, items such as new locations or equipment will be available for selection or modification as needed, if applicable. Likewise, any information sent to the SAP CRM will also be available to SAP CRM users immediately.

During a transmit, the server will send down any changes to the application itself. These changes can include new or modified screens, new buttons, or old buttons to remove from existing screens, added and removed fields, and a multitude of other possible changes. When these changes are sent to the client, they will be in effect immediately. After the transmit has completed, you will see any modifications right away. You do not need to restart the client or perform any other special tasks. Normally when these types of changes occur, you will be notified about them in advance and, if necessary, be given instruction on how to use any new features or functionality. Some changes may occur that will not affect how you interact with the client. You may see messages during the transmit that indicate a change has occurred, but it is possible that the change affects the inner workings of the client without changing its appearance.

Transmits can be performed at any time, provided the necessary network structure is available. For example, if performing a transmit using a dial-up modem connection, a phone line must be available. If a wireless connection is in use, the device must be within the coverage area of the wireless network. If the network resources are available, you can perform a transmit any time you wish to update new information to the SAP CRM software and retrieve new information from it.

5.1 Methods of TransmittingTo perform a transmit between the client and server, there must be a network connection between these two components. This network connection can be established using one of several different methods. Which one is used depends on the capabilities of the mobile devices in use and the network structure at a work site.

Regardless of how the network connection is made, the information that is transmitted is the same. Application changes, new information from the SAP CRM software, and information to update to SAP CRM is always exchanged between the client and server.

SAP CRM Service Manager User Guide - TabletTransmitting Overview C U S T O M E R 25

WebSockets is a standard for allowing bidirectional real-time communication between clients and servers that is encapsulated within another transport protocol, such as HTTPS. Agentry on the SAP Mobile Platform uses WebSockets to route its binary communication protocol (known as ANGEL in previous Agentry releases) through HTTPS.

WebSockets enables Agentry components to work consistently across the enterprise, in tandem with other SAP Mobile Platform components, and allows Agentry to leverage WebSockets-aware HTTP reverse proxies.

Once the transmit is completed, you can be confident that the information you have sent is processed, and the information you have received is that which you need for your work.

5.2 Performing the Initial Transmit

Context

The following procedure explains how to start the Service Manager client on the mobile device for the first time and perform the initial transmit. Note that the initial transmit is normally performed only once, just after the application has been installed to the mobile device. In many environments, this may not be necessary, as it is possible to install this application in such a way as to negate the need for the initial transmit.

Ensure that the device running the client has a network connection established or is plugged into a desktop computer using the appropriate cable connection.

NoteIf you have never logged in to SAP, you must go to a desktop and change your password before using any mobile device.

Procedure

1. Tap the Agentry icon from the main screen of your mobile device to start the client.

The client starts, displaying the logon screen.2. Using the on-screen keyboard, enter your user ID and password. These will be needed each time the client is

started. Once you enter these, tap Go.

A message stating that you must connect to the server to log in appears.3. Tap OK to continue. Choose your server from the list. If your server is not among the list, tap Other and

continue on to the next step.

Your transmit will start immediately after you highlight and tap your selected server, unless you selected Other.

4. If you selected Other, type in the name or IP address of your Service Manager server into the Server field. If the port number is different, type the port number into the Port field using the on-screen keyboard. When done, tap Login to start the initial transmit.


Transmitting Overview

When the transmit is complete, you are taken to the Main module screen of your application.

Results

Your mobile device’s SAP CRM Service Manager application is now populated with your work tasks and service requests that are assigned to you. See the other sections in this guide for more information on using the application.

5.3 Performing a Standard Transmit

Context

A standard transmit is performed after you have entered information in the Service Manager client, or if there is new information to be retrieved from the SAP CRM application. You can perform a transmit at any time a network connection is available.

Procedure

1. To begin the transmit, tap the Transmit icon, located near the top right of most screens.

The Transmit screen displays.2. The transmit starts automatically.

The transmit progress displays on the screen. The last message displayed on this screen will be Logging [User ID] out. This indicates the transmit has completed successfully.

3. Tap Stop to halt the transmit, if necessary.

When the transmit is complete, the application’s Main screen displays.

SAP CRM Service Manager User Guide - TabletTransmitting Overview C U S T O M E R 27

6 Using the Calendar

The calendar displays days with a symbol to denote if there is an activity for that date.

The calendar is the landing page for the SAP CRM Service Manager application after you log in. To view the day’s activities, tap the date. To move from month to month, tap on the Left and Right arrows on either side of the Month/Year header at the top of the pane.

Tap on a date on which activities were created to open a list of all the activities for that day. Tap an individual activity from the list to display the Activities View screen, which details the selected activity.

To navigate to the list of service orders and assignments, tap on the List icon at the top right of the screen. This brings you to the main Assignments screen for the SAP CRM Service Manager application. To return to the Calendar pane, tap on the Calendar button at the top left of the main screen.


Using the Calendar

7 Using Maps

By adding geospatial data to the technical data of an asset, you get a full picture of that asset. Maps allow you to visually see where your service orders are, sorted by start date and time. You can also display the route between locations for ease in planning.

You can tap on an address hyperlink in any main or detail screen to get address details as well as a map of the location. Note that if the address field is disabled, you will only be able to edit the address as part of object collection. For example, to edit the Ship To Party address (that is maintained in the back end), you have to go to the Partner tab to edit the address. This is also true for editing the references objects - they must be referenced from the Reference Object tab.

If you have Location Services turned on for your device, the map will indicate where you are as well as where the selected service order is located.

NoteFull use and map features vary, depending on your company’s selected geographic information system (GIS) vendor and the implementation of the maps. Also note that geospatial data and coordinates are not maintained by SAP, they are maintained by your company or your GIS vendor.

Customizing Options for Your Maps

There are a number of ways you can customize your map view.

NoteThese settings are defined in the back end in the Configuration Panel by your administrator. If you do not have access to one or more of these options, it is because they have not been turned on by your administrator.

● Select the map radius for your map to be displayed in miles or kilometers● Define the type of map to be used (Esri, Google, and so on)● Display the maps while offline● Select the map view (terrain, satellite, and so on)● View a legend to identify the pin colors on the map

Near Me Maps

“Near Me” maps allow you to view service order assignments, accounts, and install base on your map within a specified radius of your current location. By default, all of your service order assignments, accounts, and install base are displayed on your map, with different colored pins. If you select service orders near me, then only those

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orders within your defined radius are displayed. If you select accounts near me, then only those accounts within your defined radius are displayed.

Map Search and Locate

Once you have done a general search for service orders, accounts, or install base, you can do a more detailed search to locate a specific item. Once you search on specific parameters, the system zooms to the individual object or objects and highlights them.

Actions that Can be Taken from the Map

You can perform the following actions directly from the map:

● View service order details: When you select a service order pin, you can see its details in a call out window● View account details: When you select an account pin, you can see its details in a call out window● View assignments: You can view your assignments● Add/copy service order: When you select a service order pin, you have the option to copy the order or to add

a new service order

Additional Supported Features

Some additional features are also supported.

NoteThese features, like the rest of GIS integration, require back end configuration by your system administrator.

● Polyline support: A polyline is a digital map feature that represents a location or items that has length but no area at a given scale. Each point can represent either equipment, functional location, work order, or notification within a given scale on the map.

● Polygon support: A polygon is a map feature that displays a multi-sided figure that represents an area on the map. It is an aerial view of a boundary defined by the arcs. Every polygon contains one label point inside its boundary. Each point can represent either equipment, functional location, work order, or notification within a given scale on the map. An example of polylines and polygons is shown:


Using Maps

● Feature layer support: A layer is the equivalent to a legend item on a paper map. For example, on a road map, roads, national parks, political boundaries, and rivers could be considered different layers. The feature layer defines how the equipment, functional location, work orders, and notifications are symbolized on a map using geographical entities like points, lines, and polygons.

● Offline support for base maps and feature layers: Offline support for maps and layers in the mobile application enables you to view, collect, and update features and maps when disconnected from the Internet. This enables your users to view all equipment, functional locations, work orders, and notifications on the map even in a disconnected mode.

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8 Working with Service Orders

You can edit both local and non-local service orders. Local service orders are those that have not been created in SAP CRM and non-local service orders are those that were created in SAP CRM.

Different editing options are available, depending on the type of service order it is.

With local service orders, you can edit the following fields:

● Description (header level)● Service order type (header level)● Priority (header level)● Notes (header level)● Categorization/catalogs (header level)● Start and end time (header level)● Reference object (header level)

For non-local service orders, you can edit the following fields:

● Notes (header level)● Categorization/catalogs (header level)● Start and end time (header level)● Reference object (header level)

In addition, you can perform the following functions for both types of service orders:

● Add item (item level)● Add reference objects (item and header level) - available from the Reference Objects tab of the selected

service order● Replace contact (item level)

NoteIn order for your changes to be saved to the back end, you must connect to the network and perform a sync back to SAP CRM.

Adding Items

This option is available once you select a service order and select Edit Order. Once you select Add Items, you select a product ID and specify product type 01 (material) or 02 (service). The available fields for item details include:

● Item No (Number)● Higher-Level● Item Type● Hierarchy


Working with Service Orders

● Category● Product ID● Product● Status● Item Category● Service Type● Duration● Units● Quantity● Serial Number● Account Indicator● Valuation Type● Notes

Replacing Contacts

When editing a service order, you have the option to change the technical contact person for the Sold To Party with the Replace Contact button on the Partner tab. Note that you can only replace the contact with an existing contact downloaded from SAP CRM. You cannot add a brand new contact. You also cannot edit the details of the existing contact.

Creating a Service Order

You can create a new service order from your device for the following scenarios:

● Create a follow-up service order for the same customer in the same installed base● Create a follow-up service order for the same customer in a different installed base

When creating a service order from your mobile device, you can add service items, spare parts, time, and expenses. This works the same as when you add an item to a confirmation.

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9 Working with Assignments

9.1 Assignments Screen

NoteAll screens, tabs, and windows described in this section are described as they are configured in an out-of-the-box application. Your site and application may look and act differently depending on your site’s configuration. Ask your site administrator for more information if differences are noted.

The main Assignments screen displays assignments that have service orders assigned to you. Each instance of an assignment reflects an assignment or a service order item to a technician. If a released assignment displays on your Assignment screen, this means there are service order items assigned to you.

The list of assignments is in the left pane of the device and displays details for a selected assignment in the main pane on the right. Each record in the list in the panel on the left of the screen represents one assignment. Each record is composed of several tabs displaying information about the service orders. A Search option is available at the top of the list pane. You can access the Assignments screen from the applicable icon displayed along the bottom of any of the main screens.

Assignments List Pane

This is the list of assignments currently saved on the client. Each record in the list represents one assignment. Highlight an assignment to see its details in the tabbed panes on the right. From the list pane and main Assignment screen Action icon’s menu options, you have the following choices:

● Search for an assignment (filter available for results)● Accept or decline a received assignment● Depending on the assignment's state, you can also start, hold, mark it as incomplete, mark it as in process,

confirm it, mark it as on site, or complete it.● Transfer the assignment to another service user● Add a confirmation for an assignment or service order● Edit or add a category to the assignment or service order● Copy, edit, or discard the service order● Upload a document or picture attachment to an assignment or service order● Edit the assignment● Create an assignment for a service order


Working with Assignments

Additional Detail Tabs and Pop-Up Display Windows

There are additional detail tabs or pop-up display windows available for each assignment:

● Details (open by default)● Items● Confirmations● Partners● Reference Objects● History● Address (hyperlink within the details screen)● Categories (hyperlink within the details screen)● Organizational Data (hyperlink within the details screen)● Warranty (hyperlink within the details screen)● Contract (hyperlink within the details screen)● Attachments (hyperlink within the details screen)

Notes Detail Pane

Displays notes about the selected service order or assignment. See the Notes Detail Pane [page 42] topic for additional information.

Additional Information

Refer to the applicable section or sections in this User Guide for details on any of the options above.

9.2 Changing the Status of an Object

In order to change the status of an object (assignments, installed base objects, or surveys), you must first access the specific object's details screen.

Procedure

1. To access a specific object, You can open the object list screen and make your selection there.

Once you are on the Details pane for that object, you can see the current status. The status is also listed in the list pane on main screens for objects.

2. Tap the Actions icon and select either the status change you wish to change the selected object to, or select Edit Status from the menu options, depending on the screen you are located in at the time.

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The Change Status screen is displayed.3. Select the new status and select a Reason Code and Group, if applicable. Note that you cannot change a

status to a previous state. The list of available statuses is controlled by the SAP CRM back end business flow.4. Tap Done to complete the change.

Results

The status will be updated in SAP CRM during the next transmit, and the changes will be reflected on your client.

9.2.1 Available Status Options

You can change an assignment's status from a variety of choices to accurately reflect the state of the service order. The options available to you on the client depend on the current status of the assignment.

To change the status of a service order or assignment, tap the desired status from the available options in the Actions menu.

The choices when the current status is Informed are:

● Accept● Decline● Edit Assignment● Transfer Assignment

The choices when the current status is Accepted are:

● En route● On Site● Decline● Start (In Process)● Edit Assignment● Transfer Assignment

The choices when the current status is Declined are:

● Edit Assignment● Transfer Assignment

The choices when the current status is Started are:

● Hold● Incomplete● Confirm● Edit Assignment● Transfer Assignment



The choices when the current status is En route are:

● On Site● Start (In Process)● Confirm● Edit Assignment● Transfer Assignment

The choices when the current status is On Site are:

● Start (In Process)● Confirm● Edit Assignment● Transfer Assignment

The choices when the current status is Hold are:

● Start (In Process)● Confirm● Edit Assignment● Transfer Assignment

The choices when the current status is Incomplete are:

● En route● On Site● Start (In Process)● Confirm● Edit Assignment● Transfer Assignment

9.2.2 Accepting or Declining an Assignment

The Assignments list displays assignments that have service orders assigned to you. The initial status is listed as Informed and you must first accept the assignment in order to begin work on it.

Procedure

1. Highlight the desired assignment in the Assignments list.2. Tap the Actions icon on the top right, and tap either Accept or Decline from the list.

The status of the assignment changes from Informed to Accepted (or In Process) if you accepted the assignment. If you declined the assignment, the status of the assignment changes from Informed to Declined.

3. Tap the Details tab to view details of the assignment and to begin work on the service order.


9.3 Assignment Details Panes

With the assignments list open in the left pane, select an assignment and then select one of the tabs to view additional details.

The additional detail tabs for an assignment are:

● Details: General customer contact information● Items: List of items that need to be completed in order to complete the service order● Confirmations: List of confirmations of work completed for the service order● Partners: List of business partners● Reference Objects: Reference material associated with the service order● History: Summary of the service history of the service order● Notes pane: Notes pertaining to the service order

The following are hyperlinks found on the details pane of a selected service order or assignment. If a hyperlink is active, it will be in bold blue and underlined:

● Address: Customer address● Categories: Listing of products and services offered by the service department of your organization● Organizational Data: Sales and service organization data associated with the service order displayed in a

hierarchical format according to your service organization’s set up● Warranty: General warranty information, as well as service limitations and code limitations● Contract: Information regarding the contract associated with the service order or assignment item● Attachments: List of all documents attached to the service order or assignment

See the appropriate section in this User Guide for details on the different tabs and hyperlinks.

9.3.1 Details Tab

The Details tab contains the general service order information, including the following fields, if available:

● Description● Start● End● Sold To● Contact● Reference● Phone● Ext(ension)● Address● Categories● Organizational Data● Warranty● Contract● Attachments



To see details for associated categories organizational data, or contracts, tap the underlined links to bring up a pop-up window with additional information for the tapped selection. Tap anywhere outside of the pop-up window to exit out of the window and return to the Details tab.

Address Hyperlink

The Address link brings up address, specific location, and phone information details, if any or all of these are available for the service order. The link also displays an interactive map, providing directions to the service order location.

Categories Hyperlink

Categories are used for products and services that are offered by your service department. Categories can be used to help organize services and products to aid in issue identification. Tap the hyperlink, if active, to view a pop-up window of the organizational categories for the selected item.

Organizational Data Hyperlink

Organizational Data is sales and service organization data associated with the service order. This information is displayed in a hierarchical form according to your sales organization's set up and requirements. Organizational data is view-only.

Warranty Hyperlink

Tapping on the Warranty link displays a pop-up window of warranty information associated with the service order or assignment item. This information includes service limitations and code limitations. For further information, see the topic Viewing Warranties in Service Manager [page 44].

Contract Hyperlink

Tapping on the Contract link opens the Service Contract detail screen, with additional detail tabs for the contract, as well as a notes pane below the details pane for the service contract. All information is view-only. See the topic Viewing Contracts in Service Manager [page 43] for more details about contracts.


Attachments Hyperlink

To view any attachments associated with the service order or assignment, tap on the Attachments hyperlink. The Attachments detail screen displays. See the topic Working with Attachments [page 20] for more details.

9.3.2 Items Tab

The Items tab displays a list of all items on a service order. A service order can have one or more items associated with it. Each item in the list corresponds to a service order line in SAP CRM.

Item Details Tab

Select and tap an item from the list in order to display the Items detail screen, in view-only mode, with all available details for the item.

There are two sections of information on the Items detail screen:

● Dates: This section includes○ Request Start○ Request End○ Response By○ To Do By

● Product Info: This section includes the detailed product information○ Product○ Status○ Quantity○ Net Value○ Category○ Description○ Service Type○ Valuation Type

● Categories: This section is used for products and services that are offered by your service department. Categories can be used to help organize services and products to aid in issue identification. Tap the hyperlink or icon, if active, to view a pop-up window of the organizational categories for the selected item.

● Warranty: This section is used for the warranty associated with the item. Tap on the hyperlink or icon, if active, to view a pop-up window of the warranty.

● Contract: This section is used for the view-only contract details associated with the item. Tap on the hyperlink or icon, if active, to display additional tabs for the contract: Details, Items, and History.



9.3.3 Confirmations Tab

Confirmations are used to report working times, materials used, and expenses for services rendered. During a confirmation, the user references a service order or transaction and copies the relevant planned items to the service order confirmation through a transaction (i.e., adding a confirmation).

There is a confirmation option available on the menu after tapping the Actions button, and before you select a single confirmation item:

● Add Confirmation: Adds a confirmation to the highlighted service order or assignment in the list pane

Select and tap on a confirmation in the Confirmations detail pane to access the Confirmations general screen.

For detailed information on all of the sub-tabs within the Confirmations detail tab, see the topic Confirmations Overview [page 46].

9.3.4 Partners Tab

The Partners tab displays a list of business partners pertaining to the specific service order.

To view the details for a specific partner, tap a partner on the list. The following fields will have information in them, if information is available:

● Address● Email● Building● Floor● Room● Phone / Extension● Fax / Extension

To view the map for this partner, tap on that row.

The details screen is view-only. Tap the detail entry to enable it for edits, and use the Edit icon to update the required details.

If the business partner 'Contact Person' has only personal address maintained in the back end, the address details display the following fields as well:

● Street Number● Street Name

The Street Number, Street Name, and Email fields are editable.

9.3.5 Reference Objects Tab

The Reference Objects detail tab displays the collections of reference material, or objects, associated with a particular service order or IBase (installed base). For example, an object can be a vehicle, a PC, or a serialized spare part.


A reference object is generally identified by a number, fixed relationship, and a description. The description can be an ID number, location, or building with address.

Tap on a reference object’s screen to view product information about the object.

The following detail screens are available for a selected reference object. Tap on a tab to view the detail screen and more information:

● Details● Address● Installed Bases / IBases● Products● Objects● Text● Counters● Readings

If you wish to assign counters and record readings without creating confirmations, use the Counters and Readings screens in the Reference Objects detail tab. You can also record the readings for the reference objects while creating confirmations.

9.3.6 History Tab

The History detail tab displays a summary of the service history of the selected service order in a view only screen.

To see the details of any item, tap an item and its individual detail screen will display.

9.4 Notes Detail Pane

The Notes Detail pane displays a list of notes related to the service order. Notes are any information a technician has entered for the Client, the product, or any other relevant piece of the service order. The Notes Detail pane is always on the bottom of the screen, underneath the primary Detail pane chosen by highlighted tab.

Notes are available when you highlight and tap an individual service order from the list pane of the Service Order. Notes are also available when you access the Items or the Confirmations Detail screen. Highlight an individual Confirmation Item or Item to see the notes associated with that object.

There are also view-only notes associated with the Contract Detail pane and Contract Item Detail pane.

To work with notes, see the sections Adding a Note to an Object [page 17] or Editing or Deleting Notes [page 18] in this User Guide.



9.5 Viewing Contracts in SAP CRM Service Manager

Service contracts are long-term agreements about the content and scope of services that are performed for a customer. A service contract describes which services will be performed for which objects and with which conditions.

If a contract is associated with a service order, the Contract hyperlink is underlined and in bold blue in the details pane for the service order. Tap on it to access the Service Contract details screen.

The notes pane for the selected contract is always on the bottom of the display, no matter which tab you are in. There are three tabs available with information for each contract:

● Details● Items● History

See the associated sections in this User Guide for more information on each tab.

Service contracts are view-only and cannot be added, edited, or deleted on your client.

9.5.1 Service Contract Details

The Service Contract details pane displays automatically when you tap the Contract hyperlink from the Service Order details pane. The following fields will have information filled in, if that information is available:

● Description● Sold To Party● External Reference● Start● Contact● Status● End● Employee Responsible● Net Value● Gross Value

Note that under the Items tab, from the main Service Order screen, there is also a Contract hyperlink. If you tap this hyperlink, you will access the same details tab as found in the Contracts detail screen seen here.

This contract is the same contract found through the Service Order hyperlink, and you can verify that by checking the contract numbers to ensure that they are identical.

9.5.2 Service Contract Items

Tap the Items tab from within the Service Contract details pane in order to access information about the specific service contract items. Note that this Items tab does not contain the same information as the main Items tab found on the main Service Order display.


The Item detail screen contains the following fields, that will have information, if information is available:

● Product ID● Category● Product● Higher-Level Item● Status● Service Profile● Quantity● Response Profile● Net Value● Contract Start● Contract End

At the bottom of the Service Contract Item detail screen, there is a Service Contract notes display pane, which is available throughout the service contract. However, when you are in the Service Contract Item detail screen, the notes display pane shows notes associated with the item selected, not for the service contract.

Service Contract Item Detail Screen Tabs

Once in the Service Contract Item details screen, notice there are three additional tabs, with further information about the selected service contract item:

● Products● Objects● History

Tap on the desired tab to view further information about the service contract item. The service contract item notes display pane will remain the same no matter which tab is selected, as it displays notes for the entire item, not for an object selected within these sub-tabs.

9.5.3 Service Contract History

Tap on the History tab from the Service Contract details pane in order to access information about the specific service contract's transaction history. The transaction type and posting date information are available for each time something in the selected service contract item was changed.

9.6 Viewing Warranties in SAP CRM Service Manager

A warranty is a commitment from a manufacturer, vendor, or salesperson to a customer that a product has no defects, and details services such as repairs and partial or complete exchange of defective parts are guaranteed for a particular period of time, without the customer being billed. The type and scope of these services, such as repairing a defect for free or taking the product back, are defined in the warranty.



If a warranty is associated with a service order, the Warranty hyperlink in the Service Order details screen will display. Tap on it to access the Warranty details screen. Tap anywhere outside of the Warranty details window to exit the window and return to the Service Order details screen.

The following fields are available for each warranty, and information, if available, will be present for each field:

● Warranty ID / Description● Type● Basis● Accounting Indicator● Start● End● Period

Underneath the main warranty information, there are headings for Service Limitations and Code Limitations. Service Limitations describe which type of malfunction or damages the warranty is applicable to through the item. For example, spare parts may be free, but travel costs are chargeable. Code Limitations describe the types of malfunctions or damages the warranty is applicable to through the categorization of the malfunction or damage. For example, a car accident may be covered in the United States but not in other countries.

Warranties are view-only and cannot be added, edited, or deleted on your client.


10 Working with Confirmations

10.1 Confirmations Overview

A service confirmation is a record of services and materials that a service technician reports back after performing a service for a customer. The service confirmation documents actual working times spent and parts used for the service. These particulars are used as a basis for processing customer invoices, updating stock levels for spare parts, carrying out cost accounting, and keeping track of working times.

Confirmations are used to report working times, materials used, and expenses for services rendered. During a confirmation, the user references a service order or transaction and copies the relevant planned items to the service order confirmation through a transaction (i.e., adding a confirmation).

The service confirmation is subdivided into items, which are items of a customer-specific business transaction that focus on delivering goods or providing a service, on the prices, and on preparing the invoice. Confirmation items consist of identifying administrative item information for a service confirmation and contain, in addition to the service order schedule, all data that applies to the specific item. For example, the product information, the parties involved, the agreements on sales, delivery and invoicing, the status, references, and so on, depending on your customer site.

NoteConfirmation counts are maintained at the item level and at the header level.

The Confirmations screen is where you will find the Surveys menu option from the Action icon. Therefore, when you are ready to complete a confirmation of a service order, you can also request the customer to fill out a satisfaction survey, for example, from the same Confirmation details screen starting point. In this way, all service order completion tasks are in the same location for ease of use.

You can also add a note or an attachment to a selected confirmation. Any attachments that have not yet been transmitted up to the SAP CRM back end can be deleted, as can any notes that have not yet been transmitted.

After selecting a single confirmation item from the Confirmation detail screen, the Confirmation general (details) screen displays, with a number of additional sub-tabs or icons to choose from. These sub-screens will be discussed in this section in further detail:

● Items● Reference Objects● Notes● Attachments


Working with Confirmations

10.1.1 Auto-Confirmations

Based on certain item categories and status changes, auto-confirmations can be triggered, rather than a user needing to enter confirmations manually for service orders or assignments.

Auto-confirmations automatically capture the time spent between assignment status updates for travel and labor. For example, when a user triggers an En Route status, the starting timestamp is captured automatically. Then, when the user triggers the On Site status, the end timestamp for the En Route status is captured. The user has the option to manually change the starting and/or ending timestamps if they desire, and other data associated with the captured travel time when the auto-confirmation screen appears.

NoteIf you click the Action menu on the service order Details screen, you can select Confirm. This will also trigger an auto-confirmation action with time capture.

Service order assignment statuses capture time and trigger an auto-confirmation in the following scenarios:

● En route - On Site (travel time)● En route - Start (travel time)● Start - Confirm (labor time)● When a status is changed to Hold, the time counter is stopped until the status is changed to Start again

Service order statuses capture time and trigger auto-confirmation in the following scenarios:

● En route - Start (travel time)● En route - In Process (travel time)● Start - Confirm (labor time)● When a status is changed to Hold, the time counter is stopped until the status is changed to Start again

Auto-confirmations are available when there is one assignment to one confirmation, as well as when there is a one assignment with multiple confirmations configurations.

The auto-confirmation screen acts like a normal confirmation screen; you can edit and work with it as normal. See the rest of the topics in this section for more information on how to work with confirmations.

10.2 General Detail Pane

To access the General detail pane of a confirmation, select a single confirmation from the Confirmations detail pane from the main Service Order pane and tap it. The General detail pane automatically displays. The following fields display with information, if information is available:

● Description● Status● Created By / Date / Time● Installed Base● Component● Product

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An additional section is displayed in the General details pane, called Categories. There are four fields in this section:

● Category 1● Category 2● Category 3● Category 4

Categories are used to more clearly define individual materials or material issues that the service order is resolving from the service order confirmation, in a hierarchical format. When you complete or edit the confirmation, what you select for the Category 1 field defines your choices for the Category 2 field, and so on. In some cases, you may not be able to select past a certain category number, if the hierarchical tree ends at that point.

The category information can be edited in a confirmation, as long as the confirmation has not yet been transmitted to the SAP CRM back end.

10.2.1 Editing a Confirmation

Context

As long as a confirmation is not marked as Completed and transmitted to the SAP CRM back end, it can be edited on the client device.

Procedure

1. Navigate to the desired individual Confirmation details/general screen that you wish to edit and tap the Edit icon.

The Edit Confirmation screen displays.2. Fields that are editable will display with black text. If a field is non-editable, the text will display as light gray

and the field will not respond when tapped. Make any desired changes to any fields using the on-screen keyboard or scroll wheel, tapping Done when complete with an individual field.

3. If changes to the Category fields are desired, note that the fields are hierarchical, meaning what you select for Category 1 dictates what is available to select from the scroll-wheel for Category 2 and onwards. If you do not see your desired selection in the category tree, try selecting a different option in an earlier category.

4. Tap in the Note field and add an optional note if desired. Tap Done when complete to return to the Edit Confirmation screen.

5. When all desired edits are made, tap Done to save your changes and exit out of the Edit Confirmation screen.



Results

The confirmation item is displayed with the new changes. A mini-transmit icon is displayed to the right of the confirmation item in the confirmation list to indicate that a change was made and is waiting for transmission.

Next Steps

See the topic Completing Confirmations for Service Items [page 53] for information on completing a confirmation. Once confirmations are completed, transmit to the SAP CRM back end.

10.3 Reference Objects Detail Pane

The Reference Objects detail pane is a list of all reference objects associated with the selected confirmation item. Select and tap a single reference object on the list in order to view additional details about the reference object.

Reference objects serve as the basis for determining whether a contract or warranty exists, and for assigning counters and creating readings.

Depending on what component of reference object you have selected determines which detail screen you see for that reference object. The components of reference objects are:

● Installed bases● Products● Object components● Text components

In some cases you can add or edit object information on these detail screens. For more information, see the sections Adding an Object [page 18] and Editing an Object [page 19] in this User Guide.

10.3.1 Adding a Reference Object

Adding a new reference object is much like adding any other general object in the SAP CRM Service Manager application. To add a new reference object, be sure you are in the single Reference Object details screen, and tap the Add icon to begin the process.

Note that with installed bases as reference objects, you can drill down many levels in order to choose the correct installed base, product, component, or text that you need. Tap on the right arrow icon, if available, on any row, to drill down further into that row for more options.

Any locally-added reference objects can be deleted from your device before being transmitted to the back end by tapping on the Delete icon to the far top right of the screen once that object has been added. No warning message will appear before deletion, so be sure you truly do want to delete the reference object previous to doing so. You will have to recreate the local reference object entirely to get it back, once it has been deleted from your device.


For detailed instructions on how to add a new object, see the section Adding an Object [page 18] in this User Guide.

10.4 Notes Detail Pane

The Notes detail pane displays any notes associated with the confirmation item. Here you can add notes for the item. Any notes added locally to your client can be edited as long as they have not yet been transmitted to the back end.

To learn more about adding or editing notes, see the topics Adding a Note to an Object [page 17] or Editing or Deleting Notes [page 18]in this User Guide.

10.5 Items Detail Pane

Confirmation items are objects that are needed for the completion of the service order. These objects, or items, can be service parts, service product items, tool items, or expense items. To simplify the confirmation process, all items related to the completion of the service order are collated in this Confirmation Item List. It is up to your work site and customer assignments as to what you will see in your Confirmation Items list pane.

The Confirmation Items list pane is always displayed on the bottom half of the main Confirmation detail pane. To see the details of a single confirmation item, select and tap that confirmation item. The following fields will contain information for each confirmation item, if information is available:

There are two sections of information on the Confirmation Item detail screen:

● Product: Fields include○ Type○ Hierarchy○ Category○ Product○ Description

● Details: Fields include○ Item Category○ Account Ind○ Service Type○ Valuation Type○ Duration / Units○ Quantity / Units○ Serial Number○ Note

Tap the Edit icon while in the single Confirmation Item detail pane in order to edit that confirmation item. Tap the Action icon and select Discard Item to delete the item from your device and remove it from the Confirmation Items list.



Tap the Add icon from the Confirmation Items list to add a new confirmation item. See the section Adding a Confirmation Item [page 52] for more details. Tap the Action icon and select Add Service Order Items if you need to add an item to the parent service order itself, rather than only to the confirmation item. See the section Adding a Service Order Item [page 51] for more details.

10.5.1 Adding a Service Order Item

Adding a service order item adds an item from the Confirmation Item list to the service order that confirmation is associated with, meaning that you have utilized the confirmation item in some way.

Context

You can edit this list to discard items you have previously added, as long as you have not yet transmitted to the SAP CRM back end.

In this way, through adding confirmation list items, you can move towards completing a confirmation and ensure that all work and services for that service order have been completed. If a new item needs to be added to the list that was unplanned, see the section Adding a Confirmation Item [page 52] for further instructions.

Procedure

1. From the Confirmation Items list, tap the Action icon and select Add Service Order Items.

The Select Items screen displays.2. Tap the check boxes by each confirmation item that has been completed. If you need to see details of a single

confirmation item, tap it to select it and see its detail screen.3. When all boxes desired are checked, tap the Service Order or Confirmation button on the top left of the screen

to return to the Confirmations detail screen.

Results

There are no markers to indicate that the service order items have been checked. If you need to uncheck a service order item, repeat this procedure and tap a box that has a check mark in it. When the message asking you if you wish to discard the confirmation item displays, tap Yes. The check mark will be removed and the confirmation item will remain on your device.


Next Steps

Be sure to complete or view the other confirmation items on the Confirmation Item list before marking the confirmation as Completed. When done, transmit your changes to the back end.

10.5.2 Adding a Confirmation Item

If, while working on a service order to complete it for confirmation, you determine that you need to add an additional item to the confirmation, you can locally add a confirmation item to your device.

Context

After you have added the confirmation item, you can complete the service order confirmation as usual and transmit to the SAP CRM back end. The new confirmation item that you added will be included with the other confirmation items that were already listed on your client.

Procedure

1. From the Confirmation Items list, tap the Add icon.

The Add Item screen displays.2. Fill in all desired fields. The only required fields are Product and Item Category.3. If a category hierarchy is desired for this new confirmation item, ensure that the Enable Hierarchy / Category

box is checked.4. When all fields are completed, tap Done to finish and exit out of the Add Item screen.

The new confirmation item is added to the Confirmation Item list with a mini-transmit icon by it, indicating that the changes need to be transmitted to the SAP CRM back end.

Results

Notice that any newly-added confirmation items added locally to the list will say New by their descriptions. From here, you can now edit or discard the confirmation item, or transmit it up to the back end.

Next Steps

Be sure to complete or view the other confirmation items on the Confirmation Items list before marking the confirmation as completed. When done, transmit your changes to the back end.



10.6 Completing Confirmations for Service Items

Context

Use the following procedure to complete confirmations for items on your device.

Procedure

1. From the Assignments list pane, highlight the desired service order with the confirmations to complete and tap the Confirmations tab.

2. From the Confirmations tab, highlight the confirmation you wish to complete, select the Actions button and select the Complete Confirmation option.

The Complete Confirmation screen displays.3. If there are items in the Item Summary list, ensure all necessary items have been completed. If not, Cancel out

of the confirmation, complete the items, and then return to this procedure.4. If a signature is required, tap the radio button Is a signature required? and then tap Sign.

A signature screen displays.5. Sign your name with your finger or stylus and tap OK when finished to return to the Complete Confirmation

screen.6. Tap Done to complete the confirmation.

A Complete Assignments screen displays with the message Do you also want to complete the service order assignments associated with this confirmation?

NoteIf your system has been set up to automatically complete assignments after you have completed the confirmation associated with the assignment, you may not see this message. Check with your site administrator if you do not see the above message to confirm your application’s set up.

7. Select Yes or No, as applicable.

Results

You are returned to the main Items tab, with the new confirmation now listed.

Next Steps

If you need to add a photo to the confirmation, see Adding a Photo to a Service Item [page 54] for more details.


10.7 Creating Confirmations for Service Items

Context

Use the following procedure to create confirmations for items on your device.

Procedure

1. From any detail tab on one of the main detail screens (i.e., not from a single Confirmation Item detail screen), tap the Actions button and select the Add Confirmation option. Alternatively, from a single Confirmation details screen, tap the Add icon to add a new confirmation.

If open confirmations exist for the highlighted object, a notification message displays. Tap OK to continue to create the new confirmation or Cancel to cancel out of the creation process. If OK was tapped, the Add Confirmation screen displays.

2. Fields that are grayed-out are view-only. You can edit all other fields as necessary by tapping in the fields and using the on-screen keyboard to enter information.

3. If you need to enter any notes, tap the > icon in the Note field.

A Notes screen and keyboard displays. Enter the desired notes and tap Done when finished to return to the Add Confirmation screen.

4. Tap Done to complete the confirmation.

Results

You are returned to the Confirmations detail tab, with the new confirmation now listed.

Next Steps

If you need to add a photo to the confirmation, see "Adding a Photo to a Service Item" for more details.

10.7.1 Adding a Photo to a Service Item

Context

Use this procedure to add a photo to a service item.



Procedure

1. From a single Confirmation details screen, tap the Action icon and select Upload Picture from the menu choices.

The Upload Picture screen displays.2. Using the on-screen keyboard, type in a name for the new photo in the File Name field. You do not have to

include file extensions, and be sure to use only characters in the file name; no special characters such as ‘&’ or ‘%’.

3. Tap Done after entering an appropriate file name.

The on-screen keyboard leaves the screen.4. Tap the Camera icon to add the photo to the confirmation item.

A Select Image Source message displays. Choose whether to Take Photo using the camera on the device or Choose Existing Photo located on your device’s internal drive.

5. Depending on the option you selected in the previous step, choose one of the following next steps:

○ If you chose Take Photo, use the device’s camera to take a photo of the confirmation item or object. If satisfied with the photo, tap Use. If unsatisfied, tap Retake until satisfied with the photo. At the confirmation message, tap OK to allow the application access to your photos from the device.

○ If you chose Choose Existing Photo, a pop-up screen, Photos, will display, with all folders available to you that have photos on your device. Navigate to the photo you wish to attach to the confirmation item and tap it.

The photo you either took using the device’s camera or selected from the device’s photo folders is now displayed under the File Name field.

6. Tap Done to finish the photo attaching process.

Results

The newly-added photo attachment is added to the Confirmation Item and this is noted by the Paperclip icon, or by tapping on the Attachments detail screen option. The confirmation item it is attached to shows a mini-transmit icon, meaning that changes have been made to that confirmation item that need to be transmitted to the SAP CRM back end.

10.7.2 Adding a Document to a Service Item

Context

Use this procedure to add a document to a service item.


Procedure

1. From a single Confirmation details screen, tap the Action icon and select Upload Document from the menu choices.

The Upload Document screen displays.2. Using the on-screen keyboard, type in a name for the new document in the File Name field. You do not have to

include file extensions, and be sure to use only characters in the file name; no special characters such as ‘&’ or ‘%’.

3. Tap Done after entering an appropriate file name.

The on-screen keyboard leaves the screen.4. Tap the Folder icon to add the document to the confirmation item.

A Browse window displays. Choose where the file is located on your device’s internal drive from the folder hierarchy shown.

5. Tap Done to finish the document attaching process.

Results

The newly-added document attachment is added to the Confirmation Item and this is noted by the Paperclip icon, or by tapping on the Attachments detail screen option. The confirmation item it is attached to shows a mini-transmit icon, meaning that changes have been made to that confirmation item that need to be transmitted to the SAP CRM back end.

10.8 Surveys Overview

A survey is a type of questionnaire that is used to gather information from specific users. Surveys are used to gain specific information from known and unknown users. For example, as part of a marketing campaign to test the market before launching a product, or as part of a customer satisfaction survey to gather feedback on a product already purchased.

The results collected from surveys play an important role in making strategic decisions, for example, when planning a new product launch or when making improvements for future products.

The Surveys activity is an option that you can select for activities. It lets you take different surveys on your device. This is configured at the back end.

● By default, surveys are supported in multiple languages.● Mandatory questions in a survey are marked with a visual indicator.● When a user attempts to skip a mandatory question, a pop-up message displays.● Survey fetches are controlled by status. Therefore, a completed survey will never be fetched to the client.● Fetched surveys can be re-taken.● You can switch between languages as many times as you want, but only your last answers are saved to SAP

upon transmit.



Tap Surveys from the Action icon to see the surveys available for that transaction and choose the one you want the customer to take for the confirmation item.

Sample Scenario Using Multiple Language Support

A survey is maintained and fetched in three languages: English, German, and French.

1. A customer takes a survey in one language, English, then transmits, and the result is saved in English.2. A customer takes the survey and selects English but changes his mind and wants German. Solution on client:

The user can use the Back button to go back to the beginning, select another language, and retake the survey or, if already completed, the user can discard the previous survey locally and restart the survey and select another language.

3. A customer takes the survey in German, then transmits, and the result is saved in German. He then re-takes the survey in English, transmits again, and the result is saved in English.

4. If the customer taking the survey is in offline mode, he can only use a single language due to validation rules.

10.8.1 Completing a Survey

Context

At times, surveys are attached to confirmations, and it may be an optional or required part of the confirmation process to have a customer complete a survey before completing the confirmation. A survey can be retaken as many times as the user desires; only the last choices selected on the survey are saved on the device, however. Once a confirmation is marked as Completed, the surveys associated with the confirmation item will no longer be open for taking or re-taking.

Procedure

1. From the Confirmations detail screen, tap the individual confirmation on which you want to take a survey.

The Confirmation detail screen displays.2. Tap the Action icon and select Surveys from the menu options.

The Surveys detail screen displays.3. Select the survey you want the customer to take from the list and tap it.

The survey begins.4. Navigate through the survey, following the directions on each screen, tapping Done to proceed to the next

screen. If you or the customer need to return to a previous screen, tap Back. Tap <Back to navigate to the starting point of the survey.

5. If the customer wishes to exit out of the survey early, tap Finish to complete the survey at any point. Otherwise, continue tapping Done to complete all screens.


When the survey is complete, you are returned to the Surveys Detail screen.

Results

The completed survey displays on the Surveys detail screen marked as Taken. Note that you can re-take the survey as many times as desired even though it is marked as Taken up until the confirmation item is completed.

Next Steps

Complete the confirmation item after all surveys are taken and the service order is complete. Be sure to transmit your changes to the SAP CRM back end.



11 Working with the Installed Base (IBase)

11.1 IBase (Installed Base) Overview

An installed base, or IBase, is a hierarchical representation of objects installed at the site or service order location. These objects can be physical or intangible objects such as software packages or licenses.

An IBase is a tree structure typically containing a header node (called the installed base) and the sub-nodes (called installed base components). This node and sub-nodes represent the various assets of the customer. The term ‘installed base’ usually refers to the entire installed base and all assigned objects.

Examples of installed bases could be:

● A kitchen appliance, an elevator in a building, or all elevators in the buildings of a company● An IBase can also include a complex object, for example, an airplane with all service-relevant parts or an

airplane that has not yet been constructed, whose parts should be managed as related parts from the planning and construction phase onwards.

● An installed base can also include two wings of the airplane, which should be integrated into the higher-level IBase airplane after fabrication.

An installed base is displayed as a tree structure. In SAP CRM, an IBase could be composed of:

● Products: Contains general information about the goods or services it describes, such as devices, machines, or software.

● Objects: A unique instance of a product that exists only once, for example, a vehicle, PC, or serialized spare part. It is generally identified by a number, fixed relationship, or description such as an ID number, location, and building with address.

● Text: These components can also be used to structure an installed base by room numbers in the customer’s building, for instance.

● IBase components: An installed base can be a component of another installed base.

Following is an example of an IBase tree hierarchy.

Installed Base Tree Structure Example

Use the following graphic and text as an example of an installed base.

An IBase has been created for an IT system. The installed base has an address and partner data. On the first sub-level of the installed base hierarchy, the following components are available:

● Room A01: This component has the following lower-level text components:○ Desk 1: Beneath this component is a product component representing a PC (PC_010).○ Desk 2: Beneath this component is a product component representing a PC (PC_022).○ Desk 3: Beneath this component is a product component representing a PC (PC_125).

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● Room A02: This component has the lower-level text component Desk 4. Beneath this component, the following product components were created:○ A PC (PC_567)○ A Scanner○ A Color Printer○ The object component Laser Printer 4587-AD78 is assigned to this object component

● Room B02: This component has the following lower-level components:○ An object component for a copier (ABC 201)○ An installed base for a printer server (Serv045)

11.2 Installed Base Detail Screen

To access information about an Installed Base, tap on the main Reference Objects tab. Then, tap on a single reference object in the list to access that detail screen. From there, tap on the Installed Bases or IBases tab to access the Installed Bases detail screen, with a list of the installed bases associated with that reference object. Tap on a single IBase in the list to view details and more sub-tabs for that installed base.

The Installed Bases detail screen displays a list of installed bases assigned to your customer’s site or that you are managing in some way. An IBase listed could be at any point in the installed base life cycle; from the time it is scheduled to be installed, through the period it is in use, up until the point at which the object is eventually dismantled.

The list of IBases displays details for a selected installed base when that IBase is tapped. Each record in the list on the panel on the left of the screen represents one IBase. Each record is composed of several tabs displaying information about the installed base.

Installed Base Detail Screens

There are additional detail tabs available for an individual installed base object:

● Details (open by default)● IBases / Installed Bases● Products● Objects● Texts

Additional Information

Refer to the applicable section or sections in this User Guide for details on any of the options above.


Working with the Installed Base (IBase)

11.2.1 Installed Base / IBases Details Tab

The details tab or screen contains general information about the selected installed base object, including the following fields, if available:

● Installed Base ID (header)● Description● Category● External ID● Status

Address Hyperlink

Tap on the Address hyperlink to display the Address screen for the selected installed base. This screen shows a map with the location of the IBase, as well as the following fields, if available:

● Email● Building● Floor● Room● Phone / Extension● Fax / Extension

11.2.2 Installed Base / IBases Installed Bases / IBases Tab

The Installed Bases / IBases tab or screen contains information about the selected installed base sub-IBases in list form, if there are any. Tap on any IBase to view the details screen for that installed base. Tap on the Component arrow to return to the IBases detail list. The following fields, if available, are:

● ID● Description● Category● External ID● Status● Address

Note that you can drill down into this installed base using the tabs or icons to view more details or see its associated installed bases, products, objects, or texts.


11.2.3 Installed Base / IBases Products Tab

Tap on the Products tab or icon to view a list of products associated with the selected installed base. Tap on a single product in the list to drill down to a further set of sub-tabs associated with the product:

● Details● Address● Installed Bases● Products● Objects● Texts

Tap on any of these tabs to access further information about the product selected. Note that these tabs are identical to the Installed Base tabs.

The details tab opens automatically on an Installed Base Products details screen, with the following fields filled in, if information is available:

● Description● Product ID● Object ID● Quantity● Units● Serial Number● Address

11.2.4 Installed Base / IBases Objects Tab

Tap on the Objects tab or list item to view a list of products associated with the selected installed base. Tap on a single object in the list to drill down to a further set of sub-tabs associated with the product:

● Details● Address● IBases / Installed Bases● Products● Objects● Texts


The details tab opens automatically on an Installed Base Objects details screen, with the following fields filled in, if information is available:

● Description● Component ID● Object ID● Serial Number● Address



11.2.5 Installed Base / IBases Texts Tab

Tap on the Texts tab or list item to view a list of products associated with the selected installed base. Tap on a single text in the list to drill down to a further set of sub-tabs associated with the product:

● Details● Address● IBases / Installed Bases● Products● Objects● Texts


The Details tab opens automatically on an Installed Base Text details screen, with the following fields filled in, if information is available:

● Description● Component ID● Address

11.3 Editing an Installed Base

Prerequisites

An installed base must already exist in the main Confirmation tab, Reference Object sub-tab, in order for you to edit it. Conversely, you can create a new IBase for the reference object at this tab. See Adding a Reference Object [page 49] in this User Guide for more details.

Context

Use this procedure to edit an installed base attached to a confirmation. Note that changing an installed base parent will change all the child options under the installed base. Therefore, only edit the installed base if it is truly necessary and you understand how installed bases and the parent-child relationships of objects work at your customer site.

Procedure

1. From the main Assignments screen, tap on the Confirmations tab or icon.

The Confirmations detail screen displays, with a list of confirmations.


2. Tap on the confirmation to which you want to edit the installed base, then tap on the Reference Objects sub-tab.

The Reference Objects details screen displays, with a list of reference objects.3. Tap on the reference object you need to edit.

The Reference Objects detail screen displays for that single reference object.4. Tap on the Edit icon to edit the selected reference object.

The Edit Reference Object screen displays.5. Here, you have two fields which you can edit: Parent Installed Base and Installed Base / Product /

Component / Text. Depending on what you select in the Parent Installed Base field dictates what you will then see to edit in the second field. Tap in the fields to edit the selections.

6. When satisfied with your edits, tap Done to exit out of the Edit Reference Object screen.

Results

You are returned to the Reference Objects detail screen. Tap the button to the far left to return to the Confirmations detail screen, where you will see a mini-transmit icon indicating that changes have been made to the confirmation that need to be submitted to the SAP CRM back end.



12 Working with Accounts

12.1 Accounts Overview

Accounts are organizations or firms, but can also be persons or groups with which a company has a business relationship with in the context of account management. The integration of accounts in the SAP CRM Service Manager application allows you to access business contacts quickly and process easily all the information that relates to your accounts and contact persons.

The Accounts module in SAP CRM Service Manager allows you to search and display your accounts, contacts, and employees that are related to all assignments and service orders currently on your mobile device. You can also request and perform a transmit to bring down a real-time factsheet for any contact found in your accounts list, for even more information about that selected contact.

12.2 Accounts Detail Screen

The main Accounts screen is accessed by tapping the Accounts icon found at the bottom of all main screens in the application.

The list of accounts is in the left pane of the device and displays details for a selected account in the main pane on the right. Each record in the list in the panel on the left of the screen represents one account. A search option is available at the top of the list pane. You can access the Accounts screen from the applicable icon displayed along the bottom of any of the main screens.

Accounts List Pane

This is the list of accounts currently saved on the client. Each record in the list represents one account. Highlight an account to see its details on the detail pane to the right. Tap the Filter icon to filter the accounts if the list is too long to see all accounts clearly. Use the Search bar to search for a specific account if necessary.

Account Details Pane

The Account details pane displays the following fields, with information if available, about each account:

● Account Name● Account Address● Account ID

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● Phone / Extension● Mobile Phone● Fax / Extension● Email● Website

Tap the Map icon to display a map of the account location.

Account Notes Pane

Any notes about the selected account or about all the accounts are found in the Account Notes pane at the bottom of the main Accounts screen. Account notes are view-only and cannot be added to, edited, or deleted from the device.

12.3 Generating a Factsheet

Context

An account factsheet provides you with an immediate and condensed overview of information about business partners taken from several sources, such as business partner master data, statistical and transaction data, derived from multiple systems within SAP. It enables you to quickly and easily see the most important details, in real-time, about your key customers.

Factsheets are view-only and cannot be edited in any way on your mobile device.

Procedure

1. Tap on the Accounts icon or selection from the main SAP CRM Service Manager screen.

The Accounts main screen displays, with a list of all the accounts available for your site or user ID.2. Tap on the account for which you would like to generate a factsheet.

The Account details screen displays for that particular account.3. Tap the Action icon at the top right of the screen and select Generate Factsheet from the menu list.

After a transmit to the SAP CRM back end is performed, a factsheet for that account is pushed to your mobile device in PDF form and attached to that account.


Working with Accounts

Results

You can now open the PDF factsheet to view real-time details about the selected account, that may help you interact with the customer in your work with them on an assignment or a service order.

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13 Working with Vehicle Stock

13.1 Vehicle Stock Overview

NoteVehicle stock is an optional component and may not be installed on your client. If you do not see the Stock or External Stock icons on the main screen of SAP CRM Service Manager, you do not have the Vehicle Stock component and the information in this chapter is not applicable to your work site.

The Vehicle Stock component for SAP CRM Service Manager provides inventory functionality for tracking stock items stored in vehicles, such as work trucks or vans. This component is provided and intended for use by those who keep stock items in vehicles used for daily work and for environments in which those items must be tracked.

This component provides the following functionality:

● Stock Transport Orders (STOs): STOs can be created to request that inventory items be delivered to their vehicle storage locations from another plant.

● Inventory Receipts: Stock delivered as a result of an STO line item can be received into the vehicle storage locations, updating quantities and creating material documents in the SAP system.

● Transfers: Items can be transferred from one vehicle to another, or from the vehicle to a static storage location.

● Used/Actuals: Accurate counts of vehicle stock are kept, with totals updated based on transfers and receipts.

13.2 Vehicle Stock Main Screen

Each record in the list represents one stock item. Each record is composed of several tabs displaying information about the stock, including stock, transfers, and STOs.

Header pane: The header pane of the left panel shows how many stock items are in the current viewable list after defining the search.

Stock List: The list of stock currently saved on the client. Each record in the list represents one material or stock item.

Actions menu: Allows you to perform standard actions, such as clearing a stock from the client or viewing details about a specific stock.

Navigation icons: Each icon at the bottom of the screen displays a different main screen. See the following sections for more details on those screens:

● Assignments (Assignments Screen [page 34])● Accounts (Accounts Overview [page 65])


Working with Vehicle Stock

● External Stock (External Stock Overview [page 74])

13.3 Searching Vehicle Stock Inventory

Context

In order to populate the Vehicle Stock list, you must perform a search to generate a list of the necessary stock items.

Procedure

1. From the Stock main screen, tap the Search icon.

The Stock Search screen displays.2. Tap and select a Category and Product. At least one of these fields is required to generate a vehicle stock list.3. Optionally, select a Serial number and a Quantity amount. When complete, tap Done to bring down the stock

to the main Stock screen.

Results

The stock you chose from the Stock search screen now populates the Stock Products list, allowing you to work with that vehicle stock for your assignments.

13.4 Toggling Vehicle Stock

In order to perform certain actions on multiple list items, work with the toggle functions in the Actions menu. Toggling checks boxes that are unchecked, and clears boxes that are checked. You can choose to toggle only an item that his highlighted, or you can toggle the entire item list.

Toggle Checked Vehicle Stock

Highlight an item from the stock list, tap the Actions icon, and tap Toggle Checked.

The selected item now displays a check mark in the box to the left of the item description. If desired, you can select one or more other unchecked items to toggle to checked. Then, you can perform actions on all checked items at one time, such as View Transfers.

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Select Toggle Checked again to clear the last-checked box.

Toggle All Checked Vehicle Stock

Use the Toggle All option from the Actions icon to either check all or uncheck all. Tap it once to check all items in the list. Tap it again to uncheck all items in the list.

13.5 Working with Vehicle Stock Transfers

At times you may need to transfer stock from your vehicle to another vehicle or another storage location. To do this, use the Transfer action on the main Stock screen.

NoteTo transfer stock from a different vehicle or storage location to your vehicle, you must use the External Stock screen action menu items to initiate a transfer.

After a transfer header has been created and items are populated in that transfer header, you must perform a transmit to send the information to SAP CRM. When the transmit has completed, the transfer list will be empty and the items included in each transfer header will no longer be available in your vehicle stock list.

Viewing Transfers

Select the Transfers tab on the main Vehicle Stock screen to see all pending transfer headers on your client. The Action button menu items give you the options to Edit the transfer header, Clear the transfer, Add, or Clear items from the transfer.

13.5.1 Transferring Vehicle Stock to Another Location

Transferring vehicle stock from your vehicle or location to another vehicle or location requires two steps: Creating a transfer header, and adding items to the transfer.

Procedure

1. From the main Stock screen, select and highlight a stock that you wish to transfer.

That Stock’s details screen displays.



2. Tap the Transfers tab and then tap the Add icon.

The Transfer Header screen displays.3. Tap in the From and To boxes to specify the locations to transfer the items using the on-screen keyboard.

When done, tap Done to complete the transfer header creation.4. Optionally, tap in the Text field and type a reason for the transfer using the on-screen keyboard.5. Tap Finish to complete the transfer header.

The transfer header is displayed in the Transfers detail screen.6. Tap the Action button and select Add Item to add items to the newly-created transfer header.

The Stocks screen displays.7. Tap the stock item in the Stocks list that you wish to add to the transfer header.

The Transfer Item Add / Edit screen displays.8. Type in the quantity of stock items you need to transfer using the on-screen keyboard and tap Finish when

complete.

The Transfer Stocks screen is displayed again, with a check mark in the box.9. Tap the List button to return to the Stock Transfers details screen.

The transfer item you selected is now displayed in the Transfer Items screen.10. Continue to Add Items if necessary by following the previous steps.

Next Steps

When finished with the transfer, perform a transmit to transfer the stock item from your vehicle stock to the person you selected.

13.6 Working with Vehicle Stock Transport Orders (STOs)

Stock Transport Orders (STOs) are used by technicians who work out of their vehicles. A technician who needs an item not currently in stock in their vehicle can use the STO actions to request and receive stock from other plant locations.

To perform actions with STOs, you must be either on the main Vehicle Stock screen or the main External Stock screen. To add an STO, you must be on the External Stock screen.

Viewing STOs

To view the STOs, tap the Action button and select View STOs from either the Vehicle Stock or External Stock screen.


Viewing Receipts

Tap the View Receipts options from the Action button to access the Receipts screen.

Discarding an STO

To discard any STOs, select the STO, tap the Action button and select either Discard STO or Discard All STOs from the menu list.

13.6.1 Searching for STOs

Prerequisites

The STO search must be performed from the main External Stock screen.

Context

When you perform an initial transmit with the Vehicle Stock component installed with the SAP CRM Service Manager application, the STO list will be empty. You have to perform an STO search in order to populate the list. After the list is populated, you can Discard STO or Discard All STOs using the Action button menu, and re-perform the search, if necessary.

Procedure

1. From the main External Stock screen, tap the STOs tab.

The STO detail screen displays.2. From the STO detail screen, tap the Search icon.

The STO Search screen displays.3. Fill out any fields necessary to return the stocks desired for the STO list you wish populated. When done, tap

Finish.

Results

The Stock Transport Orders list is populated with the stocks you selected from the search values.



Next Steps

After retrieving a list of STOs, you can then receive items, receive all items, discard STO, or discard all STOs from the Action icon menu list.


14 Working with External Stock

14.1 External Stock Overview

NoteVehicle Stock is an optional component and may not be installed on your client. If you do not see the Stock or External Stock icons on the main screen of SAP CRM Service Manager, you do not have the Vehicle Stock component.

A technician that works out of a vehicle and who carries stocked items in that vehicle will need to view inventory of both items in their vehicle and items available in other vehicles and/or locations. External Stock displays items that are in other locations but can have actions performed on them by the technician through the client.

14.2 External Stock Main Screen

Each record in the list represents one external stock item. Each record is composed of several tabs displaying information about the external stock, including external stock, transfers, and STOs.

Header pane: The header pane of the left panel shows how many external stock items are in the current viewable list after defining the search.

External stock products list: The list of external stock currently saved on the client. Each record in the list represents one external stock item.

Search icon: Allows you to begin the process of searching for an external stock item that is not already located on your client device.

14.3 Searching External Vehicle Stock Inventory

Context

In order to populate the External Vehicle Stock list, you must perform a search to generate a list of the necessary stock items.


Working with External Stock

Procedure

1. From the main External Stock screen, tap the Search icon.

The Stock Search screen displays.2. Select a product range by tapping in the From and To fields and filling in your selections.3. Optionally, tap and select a Plant and Partner.4. Optionally, select a Quantity amount. When complete, tap Done to bring down the stock to the main External

Stock screen.

Results

The stock you chose to search for from the Stock Search screen now populates the External Stock Products list, allowing you to work with that external vehicle stock for your assignments.

14.4 Toggling External Vehicle Stock

In order to perform certain actions on multiple list items, work with the toggle functions in the Action menu. Toggling checks boxes that are unchecked, and clears boxes that are checked. You can choose to toggle only an item that his highlighted, or you can toggle the entire item list.

Toggle Checked External Stock

Highlight an item from the external stock list, tap the Actions button, and tap Toggle Checked.

The selected item now displays a check mark in the box to the left of the item description. If desired, you can select one or more other unchecked items to toggle to checked. Then, you can perform actions on all checked items at one time, such as Transfer or Clear.

Select Toggle Checked again to clear the last-checked box. Select Clear All to clear all the boxes.

Toggle All Checked External Stock

Use the Toggle All option from the Actions button to either check all or uncheck all. Tap it once to check all items in the list. Tap it again to uncheck all items in the list.

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14.5 Working with External Stock Transfers

At times, you may need to transfer stock to your vehicle from another vehicle or another storage location. To do this, use the Transfer action on the main External Stock screen.

NoteTo transfer stock from your vehicle to a different vehicle or storage location, you must use the Vehicle Stock screen action menu to initiate a transfer.

After a transfer header has been created and items are populated in that transfer header, you must perform a transmit to send the information to SAP CRM. When the transmit has completed, the Transfer list will be empty and the items included in each transfer header will no longer be available in your vehicle stock list.

Viewing Transfers

Select the Transfers tab on the External Stock screen to see all pending transfer headers on your client. The Actions button gives you the option to add items to the transfer header, or tap the Add icon on the top right of the main External Stock screen.

Transferring External Stock To Your Vehicle

Transferring vehicle stock to your vehicle or location from another vehicle or location requires two steps: create a transfer header and add items to the transfer. To create the transfer header, you must select the Transfer To Me option from the Actions menu while you have the External Stock tab open. The Transfer Header screen displays. You must select the To or destination information from the available list (the destination location must match your location or user information) and then tap Finish. The Transfer Item Add / Edit screen displays next.

Adding an Item to a Transfer

After you create the transfer header, the Transfer Item Add / Edit screen displays, showing the item information, including the available quantity. Select the quantity you want to transfer and tap Finish.

If the item is serialized, you need to select the appropriate serial numbers from the pop-up list.



14.6 Working with Stock Transport Orders (STOs)

Stock Transport Orders (STOs) are used by technicians who work out of their vehicles. A technician who needs an item not currently in stock in their vehicle can use the STO order actions to request and receive stock from other plant locations.

To perform actions with STOs, you must be on the External Stock screen.

Viewing STOs

To view the STOs, tap the STOs tab of the main Vehicle Stock screen. Note that the STO list screen you see is the same list whether you navigate from the main Stock screen or the main External Stock screen.

Viewing Receipts

Tap the View Receipts option from the Actions button to access the Receipts screen.

Adding an STO

In order to add an STO, you must be on the External Stock tab of the External Stock screen. Tap the Add STO option from the Actions button to open the Add STO screen.

14.6.1 Searching for STOs

Prerequisites

The STO search must be performed from the main External Stock screen.

Context

When you perform an initial transmit with the Vehicle Stock component installed with the SAP CRM Service Manager application, the STO list will be empty. You have to perform an STO search in order to populate the list. After the list is populated, you can Discard STO or Discard All STOs using the Action button menu, and re-perform the search, if necessary.

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Procedure

1. From the main External Stock screen, tap the STOs tab.

The STO detail screen displays.2. From the STO detail screen, tap the Search icon.

The STO Search screen displays.3. Fill out any fields necessary to return the stocks desired for the STO list you wish populated. When done, tap

Finish.

Results

The Stock Transport Orders list is populated with the stocks you selected from the search values.

Next Steps

After retrieving a list of STOs, you can then receive items, receive all items, discard STO, or discard all STOs from the Action icon menu list.



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