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Author's profile photo Pvsb prasad k
Pvsb prasad k
October 9, 2022 1 minute read

Integrate S4 Service Order & FSM appointment offering in Appgyver-SAP Intelligent Service Cloud V2

Business Use Case

‘Teleporter’ is a Printer company which serves customers across various parts of the world. In this scenario, a printer had been installed in ABC software company on different floors out of which one was mal-functioned.

Here we are showcasing how can we bake multiple technologies under one App using SAP intelligent Service

Swim lane diagram

Story

Step 1 : Customer will Scan QR Code of the Printer via Appgyver app which inturn create Case

Step 2 : Ticket will received by agent in  SAP Intelligent Service Cloud

Step 3:Agent calls to Customer via Sinch where it opens Agent desktop with Customer Info

Step 4: Agent will create Service Order for malfunction printer via Appgyver app which was embedded as Mashup in Agent desktop

Step 5 :Adding the required services which are required 

Step 6: Create Service order in S4

Step 7: Slot is released to FSM and agent  is booking Appointment slot for Customer based on his availability

Conclusion : Showing the possibility to integrate the S4 Service Order & FSM appointment offering via Appgyver in SAP Intelligent Service Cloud V2

 

 

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      3 Comments
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      Author's profile photo Mahesh Palavalli
      Mahesh Palavalli

      Nice use case Pvsb prasad k!!

      Author's profile photo pintu prasad
      pintu prasad

      Dear Pvsb Prasad K,

      Thanks for clarifying the above use case. We have a similar requirement to create appointment in FSM via AppGyver. I am new to FSM & AppGyver. Could you please share the detailed information/document how to create appointment from AppGyver? is there any standard API which will be used in AppGyver to create appointment in FSM.

       

      Regards,

      Pintu Prasad

      Author's profile photo Orkun Uyar
      Orkun Uyar

      in this example, customer is using Appgyver only for service request creation.  FSM already has Self-Service option, no need Appgyver for this.

      https://help.sap.com/docs/SAP_FIELD_SERVICE_MANAGEMENT/fsm_self_service/customer-self-service.html

      for the case that you want to populate all available slots to customer through screen, since self-service currently doesn't have it yet, Appgyver could be a good alternative. also a good case totally remove callcenter agent out of picture.

       

      note: equipment and ticket category should populate all the required skill set.