Database Reference
In-Depth Information
8.7.2 SAP CRM Mobile Service
Service technicians have a need for immediate access to the SAP CRM system from the field.
Engineers need to record the time and costs spent on an issue; lacking access to SAP CRM may
necessitate writing it down and entering it into the system when they are back in the office—which
increases the possibility of omissions, errors, and incomplete entries. Similarly, if service techni-
cians don't have access to the SAP CRM system from the field, delivery of spare parts is delayed
because the technicians must wait until he or she is back in the office to place the order. Even the
most basic tasks, such as rescheduling a repair or updating an appointment in the calendar, are not
achievable without access to the SAP CRM system.
SAP CRM Mobile Service is primarily available via an occasionally connected (off-line) ver-
sion for handheld device (i.e., available with SAP CRM release 4.0); however, this offering is not
available or supported in the subsequent releases:
1.
Mobile service laptop
: The Mobile Service Laptop solution provides service technicians with
all of the information and tools they need to resolve a customer's on-site service issues and
accurately record their work in the field using an off-line laptop or tablet PC.
The service technicians can perform various tasks directly on the laptop computer:
a. Technicians have access to their calendar and inbox to view appointments, e-mails, and
pending work orders.
b. Technicians can pull up service contracts and service orders.
c. Technicians can view a structured overview of all the equipment and products installed
at the customer site.
d. Technicians can search for product documentation, installation/repair guides, or techni-
cal procedures via the knowledge management tool.
2.
Mobile service handheld
: SAP CRM Service Handheld enables service technicians perform
various tasks like
a. Search for, display, and update customer data
b. Search for and display products from a product catalog
c. Manage personal tasks and calendar
d. Create e-mails
e. Display and create service orders
f. Access service confirmation
g. Create complaints
8.8 Summary
In this chapter, we familiarized ourselves with the main components of SAP CRM Applications
including Marketing, Sales, Service, Interaction Center, Partner Channel Management, and
Mobile Applications.
In the next chapter, we look at SAP's e-Business Applications and the corresponding
f unctiona lit y.
