Checklist activities are designed to guide technicians through a structured sequence of steps, including capturing specific data. Making questions within the checklist mandatory ensures the data is collected consistently before proceeding, which is more robust than relying on a simple mandatory field or training.

The qualification catalog defines skills and certifications. By assigning specific required qualifications to a service product or activity and matching them with a technician’s assigned qualifications, the planning and dispatching engine can ensure only qualified resources are scheduled, preventing compliance issues.

The installed base (IB) is the central record of a customer’s products and their structure. Accurate IB data enables FSM to perform effective parts determination, suggesting failure-prone components or specific spare parts based on the product model and reported symptom, which is far more reliable than manual processes.

First-Time Fix rate relies on a clear, system-recorded completion event. The technician’s completion confirmation in the mobile app, which includes marking activities as done, consuming parts, and setting the order to a technical completion status, provides the definitive data point to determine if a resolution was achieved in a single visit.

The manual dispatch function is designed for urgent or ad-hoc assignments. It sends an immediate notification to the technician’s mobile device, who can then accept, reject, or counter-propose a time. This creates a fast, interactive loop for urgent scheduling, unlike passive methods like mass notifications or waiting for automated planning.

The Service Notification is the central object for recording service requests and issues. IoT alerts can be configured to automatically create notifications, which capture the symptom, the related installed base item, and priority. Planners can then convert these notifications into scheduled service orders, enabling a proactive, condition-based service model.

The UI adaptation editor for the SAP Field Service Management mobile app allows you to design the sequence of screens (activities) a technician follows. You can add a ‘Signature’ activity and mark it as mandatory within the service confirmation process flow, ensuring it cannot be skipped before the order is technically completed.

The optimization profile contains rules for how the system schedules work. The ‘Load Balancing’ setting specifically aims to distribute work evenly among qualified resources. If this is disabled, the optimizer may assign work based solely on other criteria (like travel time or skill), potentially leading to uneven daily loads, as described.

Non-material charges (like fees, kits, or mandatory services) are best modeled as service products. By adding this service product to a task list (which can be assigned to a notification type or directly to an order), it will be automatically proposed, ensuring consistent billing and saving manual entry effort.

Checklist activities are designed to guide technicians through a structured sequence of steps, including capturing specific data. Making questions within the checklist mandatory ensures the data is collected consistently before proceeding, which is more robust than relying on a simple mandatory field or training.0