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SAP FSM…Awesome…Get Certified

I am writing this blog post to share my experience of preparing and successfully completing the SAP FSM cloud certification recently. Before I share few guidelines/tips of preparation and certification, let us get the bird’s eye view of the solution. You may also refer to the link provided at the end of this blog for complete documentation of SAP FSM.

Solution Overview

In June 2018 SAP acquired “Coresystems”, a Swiss based company that provided Work Force Management and Field Service Software. This acquisition made SAP Service Cloud Portfolio more robust and a comprehensive solution. After acquisition Coresystems has been rechristened as “SAP FSM” (SAP Field Service Management) to fit into SAP’s brand of solutions.

SAP FSM’s “Artificial Intelligence (AI)” powered platform provides, the dispatchers of the service organization, the advanced scheduling by identifying right technicians in real time based on skills, geo location and availability required for the service.

SAP FSM with its “Crowd service” capabilities provides the customers with a flexible ecosystem that expands the service network beyond its own workforce. The expanded service network can be subsidiaries, partners or freelancers.

The “customer self-service” allows customers to scan the equipment QR code and create a service call themselves and provides the history of the equipment like open requests, warranty etc. Interactive dialogue (AI Chatbot) to triage, diagnose, and resolve issues. Customer get the Real-Time ETA of technician and Notifications. The self service represents “No Touch” model as it helps customers initiate service on their own and solve their own problems.

SAP C/4HANA Portfolio

Let us see the solutions in the SAP C/4HANA suite that was announced in last year’s SAP SAPPHIRE NOW conference.

The SAP C/4HANA Portfolio consists of the following cloud solutions

  • SAP Marketing Cloud – Customer Engagement
  • SAP Sales Cloud – SAP Billing, SAP Revenue, SAP CPQ (Configure, Price and Quote) and SAP Commissions
  • SAP Service Cloud – SAP Service (Front office), SAP FSM (Field Service Management), Clicktools (Customer feedback)
  • SAP Commerce Cloud – SAP Product Content Management, SAP Commerce
  • SAP Customer Data Cloud – SAP Identity Management, SAP Customer Profile, SAP Customer Consent

Robust SAP Service Cloud Portfolio with SAP FSM

In the current age customers expect real time responses during the entire service life cycle, hence the service front office needs to be complemented with applications like field service to fulfill the customer expectations.

Let us glance through the key functionalities of SAP FSM.

Workforce Management: offers real-time, automated workforce scheduling, planning and dispatching for internal employees and the service crowd.

Knowledge Management or Smartforms and Feedback: is a management tool (Smartforms designer) used to create documentation and guidelines for service execution.

Analytics and Reporting: quickly build dashboard reports using pre-assembled queries, view and manage existing reports and import report templates. Provides overview of team performance and inventory.

Master Data Management: allows customers to import and manage master data through an easy to use interface without scripts or programming.

Configuration: The administration module is used to administer account access, configure company settings, manage business rules, query cloud-based company data and more. The screen configuration allows to customize supported screens located in the mobile application and browser-based application to meet the requirements.

Mobile Field Service (On and Offline): Field service mobile app is supported on iOS, Android and Windows. Enables technician with all customer, service, and parts information essential for service excellence. Mapping and GPS tracking ensures the technician gets to the right location. Checklists to capture important EHS (Environment Health and Safety), inspection and asset performance data. Remote assistance for technical support. Time, material, and expense capture. Electronic signatures and customer feedback capture.

Integration to ERP

With SAP Field Service Management Platform Integration, you can extend your Enterprise Resource Planning (ERP) system with the advanced capabilities of SAP Field Service Management software.

The SAP B1 Cloud Connector allows you to use the data contained in your SAP Business One (SAP B1) database in SAP Field Service Management applications.

Incase of integration with third party use the Data API v4 to write a connector that exchanges data between your system and SAP Cloud.

Getting Certified

There is a world of difference in being trained and having knowledge of a specific skill.

With knowledge an individual will be able to connect with the customer and make an effective consulting or sale.

Similarly getting certified in the SAP solutions provides great confidence as an individual and to the team in efficiently delivering the solution. Customers always tend to trust and feel confident with the certified consultants due to their proven credentials like SAP Certifications.

As we all know there is more focus on SAP cloud solutions and SAP acquired few good companies mainly focusing on cloud applications, SAP FSM was one of the recent major acquisitions that was integrated into the SAP Service Cloud portfolio.

The SAP FSM certification was published during the beginning of this year. The classroom training is also available for the interested candidates.

The course id of SAP FSM is C4H520 SAP Field Service Management. It’s a classroom-based training and duration is for 3 days.

For training details and subscribing for this training please refer:

https://training.sap.com/course/c4h520-sap-field-service-management-classroom-091-in-en/

The certification id of SAP FSM is C_C4HFSM_91 SAP Certified Application Associate – SAP Field Service Management 19Q1.

For exam details and topic areas along with weightage please refer:

https://training.sap.com/certification/c_c4hfsm_91-sap-certified-application-associate–sap-field-service-management-19q1-g/

After you have subscribed for the cloud certification and complete the training you can access the learning material. During the training you will receive hands on experience with exercises available in the training course.

The subscription will be valid for a period of 1 year from the date of your purchased subscription. You will have to complete the certification before the validity expires. You may schedule the appointment

in https://sapcertification.questionmark.eu/602056/ext/CertificationHub/technical-requirements

This requires ‘question mark’ app to be installed on your system and test it successfully.

The exam will be proctor monitored and can be scheduled at your convenient time and day if the appointment slot is available.

Before I attempted the certification, I went through the course material C4H520 SAP Field Service Management a minimum of two times. The topics and content in the course material are easy to understand and has many real-life examples. This helps the reader to easily remember the concepts and choose the right answers during the exam. The exercises at the end of the course material are very useful for hands on and makes you project ready.

As an additional effort you may also present your knowledge of each topic in the course material to your colleagues who are also planning to study SAP FSM. Your colleagues will have many questions that you may already know, or you may have to go back and find the answer. This way you will be more confident before the certification.

For release notes and help documents please refer https://docs.coresystems.net

Good luck!!

Shridhar Deshpande

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