Communication channels for SAP Field Service Management
The following overview describes communication channels SAP Field Service Management (FSM) teams use to provide information towards customers.
Where to find product information?
Product documentation can be found under help.sap.com.
How to get informed about FSM Cloud availability?
SAP is monitoring FSM Cloud and it’s components 24/7. Whenever an alert or monitoring procedure is triggered, development and operations teams would immediately meet in a situation room and do the necessary steps to mitigate the situation. To keep customers the informed that SAP is aware and working on the unexpected behaviour, notifications are sent towards customers. This applies as well as soon the situation is resolved. SAP would also share the Root Cause Analysis including Preventive Actions at a later point.
Development teams would not only share unexpected behaviours such us Degradations, Unplanned Downtimes and Outages but also Breaking Changes within the User Interfaces or the Business Logic.
It’s crucial that customers S-Users subscribe themselves for Cloud System Notification Subscriptions to receive the communication. Communication is sent via email to the registered S-Users.
The calculated availability per FSM Tenant can be seen in Cloud Availability Center.
Ask a question
To receive answers from experienced Application Owners and Users it is recommended to ask questions in the FSM Community.
For questions where customer specific and deep knowledge of business processes is required it is suggested to appoint an experienced Partner or Consultant.
Enhance the product
SAP Field Service Management development teams are interested to drive innovation in favor of as many customers as possible. Ideas to enhance or improve the product are to be recorded via Customer Influence. The ideas are exposed to other customers for voting and collaboration through comments. Updates from development teams are sent via email to users who voted or subscribed to an idea.
Report a product defect
Identified product defects should be reported via SAP ONE Support Launchpad. It is strongly recommended to search the Knowledge Base for getting faster answers in case the detected behaviour is already known to SAP. The component to be used is CEC-SRV-FSM*.
For escalating, changing priorities and speeding up of incidents SAP Customer Interaction Center CIC has to be contacted.
What’s coming next?
Upcoming releases of new features and enhancements are shared in SAP Road Map Explorer. Release Dates as well as links to Release Demo Webinars and Roadmap Update Webinars are available under Release Strategy and Preview Program.
Where to find release information?
FSM Windows, iOS and Android Apps follow partly a different release schedule. Additional information is published under Mobile Release Notes.
How to get a training?
FSM Learning path, guidance to classroom and individual training as well as guidance to the FSM certification is available under Learning Journey: SAP Field Service Management.