SAP Field Service Management offers a flexible framework for semi-automated and full automated planning and optimization that caters to the individual requirements.
Semi-Automated Scheduling - dispatcher can utilize the Best Matching Technician feature in order to support them with their planning activities. The feature yields the list of technicians suitable to perform a job in descending order. Main requirements of technician for the activity assignment:
Skills for required job
Distance between technician and customer
Availability of technician
Dispatcher can use Semi Automated tool for automatically schedule activities in the same logic like using option “best matching technicians” but activities will be assign to technician automatically after drag and drop to schedule plugin on planning board. Maximum is 40 jobs at time.
To enable this functionality it is necessary to set value “TRUE” in two company settings:
Path: Settings and Configuration → Administration → Companies (choose Your company) → Company Settings
Automated scheduling is used in case when activities assignment to technician should be covered fully by AI. For properly working of this solution it is advisable to set value “true” for company setting: “CoreSystems.ResourePlanner.BestMatchingTechnicianWithPlugins”. In addition properly business rule has to be implemented and enabled. (example business rule You can find in attachment).
Firstly new client has to be created:
Path: Settings and Configuration → Administration → Clients
Important! During “Client” creation You will receive Client Secret ID only once, this credentials will be not reachable after saving. It is essential to save Client Secret ID in safe destination.
Last step contain creation of properly business rule . Business rule needs to be adjusted to customer specific requirements.
Path: Settings and Configuration → Administration → Companies (choose Your company) → Business Rules
Presented business rule is only example. For each customer the logic of auto scheduling can be different.
For properly working it is necessary in Edit Mode to fill information about client ID and Client Secret ID in tab “Action #0”
It is possible to custom the rule for triggering auto scheduling business rule:
According to customer requirements its is possible to change different values for Service Call Type. New service call type should be added to section variables.
On picture below We can see rule that Skills and Distance will be main determinants during auto assignment activities to technicians.
Result of execution business rule contains information about successfully and unsuccessful scheduled activities. ( In future SAP will provide more detailed information about issues with unsuccessful scheduled activities).
