Mobile Service 

Use

The SAP CRM Mobile Service application is designed to meet the needs of the field service force. This application runs on mobile clients in the off-line mode.

Using this application, service representatives can manage the service life cycle (by creating service orders, executing service assignments and reporting confirmations) efficiently. Service employees also have off-line access to essential information, such as business partner data, service assignments and related confirmations on their mobile clients.

Integration

The Mobile Service application is integrated with CRM Enterprise system through CRM Middleware. As a result, any data changes made in the Mobile Service application or CRM Enterprise are synchronized between the two.

Features

This application offers a number of components such as:

·        Installed Base

Provides you with a comprehensive view of the Installed base (the structural representation of a service site) and enables you to change its structure, as required.

·        Calendar

Enables you to plan your availability or absence in advance. For more information, see Time Planning. You can also view your appointments, tasks, and service assignments.

Additionally you can schedule your activities and synchronize them either with Microsoft Outlook or Lotus Notes.

·        Service Orders

Allows you to manage and monitor all service orders, including planning and confirmation of service assignments. Progress snapshots provide you with a comprehensive view of the different stages of a service order. You can change the status of service assignments to indicate the processing status. In addition, you can also create service notes using predefined templates. For more information, see Progress Snapshot.

·        Service Confirmation

Enables you to create confirmation records for various stages of a service order. Using catalogue data you can depict the subject information for a confirmation (the error, cause and the remedial actions taken). You can log the time spent on an assignment and service material consumed during the service execution process. Furthermore, you can also create service reports using predefined templates.