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Author's profile photo Pvsb prasad k

FSM Appointment offering (FSM integration with C4C via Appgyver)

 

FSM Appointment offering is a appointment booking feature from C4C via appgyver.

Agent can also book appointments on behalf of customers for available slots, make a selection, and book a service appointment from the C4C.Booked appointments can be rescheduled and canceled within time constraints identified in the configuration.

Business Use Case

I, as a customer, had brought pumps and had unexpectedly encountered an issue with one of them.I’m on the phone with an agent who can schedule an appointment for me with the appropriate technician.

Key Capabilities and Business Benefits 

  • Easily integrate with SAP Service Cloud
  • Easily integrate with FSM

Prerequisites:

  • SAP Cloud for Customer
  • Appgyver Account
  • FSM
  • FSM to C4C standard Iflow integration

Appgyver

Step 1:Please create a FSM App with Appgyver as mentioned below, Please pass page parameter like Datetime from ticket screen.

  1. When we pass the from and to dates, it will load all the Technicians by default.
  2. Agent can select the duration based on customer requirement
  3. Agent can suggest the preferred technician Technicians based on his skill set
  4. By selecting specified Technicians Agent can assign the specific slot based on customer necessity

           

Step 2 : Please embedded the Appgyver App in C4C in Side pane

Step 3: Please select technicians and duration based on the customer necessity

Step 4: Please select Assign /Assign and Release based on requirement automatically the agent will be assigned

Step 5: Once it releases it will show in FSM

Conclusion : Showing the Technician Assignment Integration between C4C -FSM via Appgyver

 

 

 

 

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      5 Comments
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      Author's profile photo Saurabh Kabra
      Saurabh Kabra

      Hey Prasad,

       

      Interesting to see how AppGyver can enable Service Agents to schedule appointments on behalf of customers. thanks for sharing it!

       

      I have 2 quick questions:

      • How did you enable & embed the AppGyver in the side pane of C4C ticket UI? I cannot see this side pane with mash embed option. Can you pls shed some light of it?
      • In the pre-requisite sections, you have mentioned "FSM to C4C standard Iflow integration" as one of the pre-requisite... But in this user case/blog, where do you use this integration package? My understanding is, with the AppGyver app, you directly update the FSM and there is no C4C involvement, or am I missing something.

       

      Thanks

      Saurabh

      Author's profile photo Pvsb prasad k
      Pvsb prasad k
      Blog Post Author

      Thank you for reading blog and reverting me

      • Side pane can be enabled by company settings
      • FSM to C4C standard Iflow integration : For Assigning Technicians can be done by C4C-Appgyver mashup but Technician will visit the customer and will do repair and Update Time& material(these are done in FSM mobile app) in FSM and the same can be replicated to C4C item level

       

      Author's profile photo Saurabh Kabra
      Saurabh Kabra

      Hey Prasad,

      1 follow-up question on "Side Pane"... I understand this setting but, AFAIK, this setting is only applicable when the "Disable Header Information from Top" setting is turned on. This means we cannot see both headers as well as side pane at the same time.

      But I see from the snapshot from this blog that, how you were able to show both header as well as mashup side pane...How did you achieve it?

      Author's profile photo PVSBPrasad Khandavalli
      PVSBPrasad Khandavalli

      Hi Saurabh,

       

      Disable Header Information from Top" setting is turned off and SidePane is ON but I can see both.May be some other company setting is missing from your end

      Author's profile photo Saurabh Kabra
      Saurabh Kabra

      Thanks PK. I was able to figure it out and now I can see this side pane.

       

      Best

      Saurabh