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Author's profile photo Manjunath Venkatesh

SAP CRM Service Manager 4.1


SAP CRM Service Manager is designed to automate workflow and improve service. It connects technicians with the data stored in the SAP CRM system so they can better manager customer service requests. With SAP CRM Service Manager mobile app, you can maximize efficiency and effectiveness of your field technicians by providing them access to relevant and real-time information and tools. The app connects to the SAP Customer Relationship Management (SAP CRM) applications and enables status updates, last minute changes, and accurate data capturing to help achieve higher first-time fix rates.

This release includes new functionality and features like:

• Manage service orders and create confirmations in real time

• Record status, materials, problems, actions, expenses, and customer signatures

• Generate account factsheets and create service confirmation for serialized products and add surveys

• Get 360 degrees customer view using Account factsheet

• Display customer and contact information in regional formats

• Support all note types created on SAP CRM Service backend

• Upload and Download Attachments for Service Orders and Confirmations

• Display equipment or install base listings. · Display entitlements and contract or service history

• Display Assignments on Calendar

• Create / Edit non-order ibase for Service confirmation

• View Serial number for iObject / Equipment

• Backend integration with MRS

• Support on SMP 3.0 Platform

• Additional Languages Support (German, Italian, Japanese, Korean, Russian, Simplified Chinese, Spanish , Portuguese, French, Hebrew, Hungarian)

Vehicle Stock Component

The Vehicle Stock add-on component for SAP CRM Service Manager is an optional component that allows technicians to view current stock for their vehicle as well as external stock. They can transfer stock to and from their vehicle in preparation for field services. The Stock component integrates into ECC.

  • It enables the Service Technician to view stock within their Vehicle as well as stock with other users.
  • Technicians can control his own vehicle/trunk stock like look-up/search products for current inventory,
  • Technicians can transfer from his vehicle stock into another technician
  • Transfer stock from external trunk/technician.
  • Search and receives STO’s.

Deployment scenarios:

  1. SAP CRM Service Manager 4.1
  2. SAP CRM Service Manager 4.1  with Vehicle Stock component

Service Manager 4.1 release notes

2028339 – Software Release Note – SAP CRM Service Manager 4.1

1985589 – Release Restrictions Note – SAP CRM Service Manager 4.1


For SAP CRM Service Manager 4.1

SAP CRM 7.0 Ehp 0 SP11 (SAP_ABA 701 SP11+,  SAP_BASIS 701 SP11, BBPCRM 700 SP11+, WFM core 2.0 SP16+, MRS 9.0 SP01)

For optional Vehicle stock component

SAP ECC 6.0 Ehp 0 SP15 (SAP_ABA 700 SP18+, SAP_BASIS 700 SP18+,SAP_APPL 600 SP15+)

Mobile Add-On for CRM 6.10 contains the following ABAP Add-On software components:

Support Package Stacks can be found in the Service Marketplace at: -> Support Packages and Patches -> Browse our Download Catalog -> SAP Mobile Solutions -> Mobile Add-On for SAP -> MOBILE ADD-ON FOR CRM -> MOBILE ADD-ON FOR CRM 6.1.

SMFND 610_700 – Mobile Integration Framework Foundation

SMCRM 610_700 – Application Add-On for SAP CRM 7

Upgrade from existing Service Manager 3.X or 4.0 SAP ABAP Add-On

SMFND 610_700 Installation Package

SMCRM 610_700 Upgrade Package

Service Manager Documentation

For the latest version of the installation guide and documentation, see the SAP Service Marketplace at -> SAP Components -> SAP Service Manager.

Device Support

  • Windows 7 and above
  • Windows 8 Pro tablets
  • Windows Mobile 6.0, 6.1, and 6.5
  • Apple iOS versions 5.1 and above
  • Android Tablet minimum version is 4.0 and above
  • Android Phone minimum version is 4.0 and above

Reference Notes:

2014454 – MRS Integration with CRM Service Manager 4.1

1935387 – For SAP CRM Service Manager ABAP AddOn Installation

1962949 – Release Information Note – Mobile Add-On for CRM 6.10 Support Packages

1936049 How to upgrade ABAP AddOn SYCLO 3XX_700 to SMCRM 610_700

1828657 – To get more information about planning the installation and upgrades of the ABAP add-ons SMFND, SMERP, SMISU, and SMCRM.

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      Author's profile photo Former Member
      Former Member

      Looks good. We just finalized an implementation on 3.1 where we built a lot of custom stuff that is now part of standard 4.1. In which version in SO creation expected to be there?

      Author's profile photo Manjunath Venkatesh
      Manjunath Venkatesh
      Blog Post Author

      SO creation is planned for next release of Service Manager which is  Q4 of 2014.

      Author's profile photo Emanuel Affatati
      Emanuel Affatati

      Excellent article Manju.

      One question:

      Are you planning to make one article similar to this for the SAP CRM Service Manager 4.2 that is now ready to be downloaded from the Support site?

      Best Regards,


      Author's profile photo Former Member
      Former Member

      Hi Manju,

      I would like to ask regarding the Vehicle Stock Component.

      Would it be possible to install/implement the Vehicle Stock Component feature on an existing installation of SAP CRM Service Manager 4.1 on an SMP Server?

      And if so, hoping you can share steps to achieve this.



      Author's profile photo Manjunath Venkatesh
      Manjunath Venkatesh
      Blog Post Author

      Hello John,

      It is very much possible. Please look at deployment scenario's section for this blog.

      For detailed configuration steps, please  refer Service Manager product configuration manual on how to integrate vehicle stock component into Service Manager.



      Author's profile photo Former Member
      Former Member

      Hello Manju,

      Thank you for your response. From the configuration guide and deployment scenarios, I only see two items:

      1. SAP CRM Service Manager 4.1
      2. SAP CRM Service Manager 4.1  with Vehicle Stock component

      For me, it gives the impression that this is really not much like an "add-on" but rather an “Install it from the start, or not at all” type of component. I have not found anything in the document (SM 4.1 but I did find one for SM 3.1) suggesting it can be installed on top of an exisiting installation.

      Can you help shed light on thigs?

      Thank you very much


      Author's profile photo Manjunath Venkatesh
      Manjunath Venkatesh
      Blog Post Author


      Nothing has changed from 3.1 to 4.1 when it comes add-on installation .  One thing u need to understand is vehicle stock components integrates with ECC. So u have to install Add-on on ECC  and  do required configuration on CRM side for vehicle component to work.   Everything   is documented in configuration guide.



      Author's profile photo Former Member
      Former Member

      Thanks for writing a informative overview. I am implementing Syclo Service Manager 4.2 at one of our client and facing a typical issue during the initialization, device gets timed out for uploading 'CTPRODUCTCATEGORY' . The message I get is Communication Error (14), 'Angel' connection failed, Ending transmission.

      Please help.



      Author's profile photo Michael Appleby
      Michael Appleby

      Please create a new Discussion marked as a Question.  The Comments section of a Blog (or Document) is not the right vehicle for asking questions as the results are not easily searchable.  Once your issue is solved, a Discussion with the solution (and marked with Correct Answer) makes the results visible to others experiencing a similar problem.  If a blog or document is related, put in a link.  Read the Getting Started documents (link at the top right) including the Rules of Engagement. 

      NOTE: Getting the link is easy enough for both the author and Blog.  Simply MouseOver the item, Right Click, and select Copy Shortcut.  Paste it into your Discussion.  You can also click on the url after pasting.  Click on the A to expand the options and select T (on the right) to Auto-Title the url.

      Thanks, Mike (Moderator)

      SAP Technology RIG