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SAP Field Service Management 2411 builds on our strategic investment in generative AI for field service organizations, now with extended multilingual AI support. In addition, we introduced several new features designed to simplify user workflows, strengthen integration, and increase functionality. In this blog, you can find an overview of the most notable features, along with a demo video showcasing key highlights. For a complete list of all the features in the 2411 release, click here. In this blog, I will highlight the key features that will help enhance how you manage field services, including:
- Generative AI: Multilingual support (French and German) for the Activity Summary, Equipment Insights, and Natural Language Filtering.
- User Experience enhancements: New Morning Horizon theme, Business Partner enhancements, manage work time in the Time & Material Journal, extended sort and filter capabilities, extended customization capabilities, and more.
- Service Map: Visualize activity details on hover, and a simplified view of travel time/distance.
- Integration: Enhanced SAP S/4HANA Service integration, New Fiori App for viewing SAP FSM activities, Production Order integration, and item-based accounting for an unplanned service.
- AI-based scheduling improvements: Simulate the effect of adjustments in auto-scheduling policies, and recalculate travel time for bookings.
Note: The Activity Summary, Equipment Insights, and Natural Language Filtering features require a customer to be licensed for SAP AI Units. For more information about licensing, please contact your SAP Account Executive.
Generative AI
SAP Field Service Management Generative AI services are now available in French and German, enabling more users to access Gen AI features in their native language. In addition to simplifying workflows, generative AI in SAP Field Service Management makes it easier to unlock and benefit from valuable insights that were previously difficult to access. These enhanced workflows and actionable insights provide substantial value to field service organizations. According to SAP customer benchmarking, by utilizing these features, field service organizations can achieve (on average):
- ⬆️ 12.5% increase in dispatcher productivity.
- ⬆️ 5% improvement in first-time fix rates.
- ⬇️ 15% reduction in time to review and plan service requests.
Take a look at the demo video below showcasing our AI highlights in 2411:
AI Assisted Services - Now Available in German and French
AI Assisted Services (German 🇩🇪)
AI Assisted Services (French 🇫🇷) 
➡️ For more information on AI services such as Intelligent Filtering, Equipment Insights, and the Activity Summary, please refer to the 2408 Release Blog. These translations are made possible using SAP Translation Hub.
AI-based Scheduling Improvements:
Simulate the Effect of Adjustments in Custom Auto-scheduling Policies
The new Policy Simulation feature allows users to test scheduling policy changes in a controlled environment, ensuring no impact on live schedules. This enhancement allows users to configure and evaluate adjustments, such as prioritizing skills levels or enforcing objectives, in a secure environment. By simulating outcomes, organizations can safely refine strategies, and ensure alignment with evolving operating conditions. Learn more about this innovation here.
Thanks to feedback from our Customer Influence Program, accurate travel times are now easier to achieve via automatic travel time recalculation. Travel times are updated automatically when planning or replanning activities, ensuring dispatchers always have precise data. This enhancement helps reduce manual adjustments, minimizes dispatcher confusion, and improves overall scheduling accuracy. Learn more about this feature here.
User Experience & Usability Enhancements
SAP Field Service Management 2411 also features several key user experience and usability highlights, which are summarized below and in the demo video:
Morning Horizon Theme
The new Morning Horizon theme in SAP Field Service Management introduces a fresh, modern design, providing users with a consistent and visually appealing interface. This standard theme enhances the user experience with improved aesthetics, accessibility, and a cohesive look and feel across all SAP applications. Learn more here.
SAP Feedback Survey
This provides an easy way to contribute feedback on product functionality, helping SAP Field Service Management refine and enhance its offerings based on real-world usage and customer needs. Learn more about participating here.
Dispatching Board
Configurable Header Information in the Modal UI (preview)
The new header configuration in SAP Field Service Management allows organizations to customize the key details displayed in the Modal UI for Service Calls and Activities via screen configurations. This enhancement makes it easier to display critical information by tailoring screens to meet your company’s unique requirements. Learn more about this feature here.
Manage Approvals for Worktime in the Time and Material Journal
The enhanced work time management capabilities in SAP Field Service Management improve tracking and approval of time entries through the Time and Material (T&M) Journal. This update harmonizes processes in the T&M Journal and improves workflows for work time approvals. Learn more about this feature here.
Option to Display the Activity Cancellation Reason
Users can now benefit from increased transparency for cancelled activities in SAP Field Service Management, with clear visibility into the reasons for activity cancellations. For more information, visit the product documentation.
Service Call Extension Tab in the Modal UI
Extensions in SAP Field Service Management now provide greater flexibility for placement in desired outlets. The new Service Call extension tab in the Modal UI allows users to position extensions in more key locations, ensuring they are easily accessible and aligned with operational priorities. For more details, click here.
Option to Save Column Layouts in all List Views (Preview)
The 2411 release provides enhanced flexibility for customizing column settings and layouts of the activity list. Users can easily configure visible fields and group data to align with specific operational needs and tactical scheduling scenarios, creating a more intuitive user experience with faster access to relevant data. For further info, see here.
Enhancements for List Views
This release introduces improved filtering capabilities, offering enhanced options for managing list views. Users can now easily filter by key information when working with a list view in the planning list, making this workflow faster and more efficient. More information, here.
Service Map
Quick Access to Activity Details
Dispatchers can now view essential activity information from the Service Map by simply hovering over an activity, reducing the number of clicks. This popup allows dispatchers to instantly view key details, and can be easily configured to display the companies specific requirements. For more details, please see here.
Service Map – Close/Dock Time-Distance Popup Box
When using the Service Map, dispatchers now can easily view detailed travel information directly on the Service Map with a simple pop-up box. This pop-up displays both travel time and distance, and can be opened, moved, and closed as needed, allowing dispatchers to quickly access and manage information without cluttering the screen. More details here.
Integration Improvements
New Fiori App for Viewing SAP Field Service Management Activities
The new SAP S/4HANA Fiori App for viewing SAP FSM activities provides a simplified and intuitive way to access activity details from SAP Field Service Management. With an organized data presentation, users can quickly navigate through activities and view critical information such as status, technician assignments, and partner data, directly from SAP S/4HANA. Get the full details here.
Cancellation of Activity from SAP S/4HANA
In SAP S/4HANA, SAP FSM activities can now be cancelled with detailed reasons, while seamlessly integrated into SAP Field Service Management. This ensures consistent data and improved transparency across both systems. For more details, refer to the help documentation.
Item-based Accounting for Unplanned Service
Item-based accounting and revenue recognition in SAP S/4HANA Service now integrates with SAP Field Service Management to support unplanned services. This enhancement ensures that revenue is accurately tracked and recognized based on actual service execution, bridging financial, profitability, and operational data for improved transparency and compliance. See the support documentation here.
Integration of Production Orders as Service Calls
Production Order integration with SAP Field Service Management enhances the connection between SAP Field Service Management and SAP S/4HANA or SAP ECC. This integration enables scheduling, execution, and confirmation of production order operations, with support for time effort, materials management, and more. More information here.
Final Thoughts
SAP Field Service Management 2411 enhances the field service value chain with multilingual generative AI, streamlined workflows, and improved integration capabilities. We invite you to explore these new capabilities, share your feedback, and help us shape the future of SAP Field Service Management by submitting your influence requests here. Stay tuned for the 2502 release, where even more innovations are on the way!
Get in touch!
Thoughts or questions? Feel free to share any feedback in a comment. It would also be great to hear directly from you which AI innovations you think could be the most impactful for future releases. For related posts and more information, please join our SAP Field Service Management Community page and explore our SAP Field Service Management Website. You can also watch the SAP Field Service Management 2411 Release Demo here, and I encourage you to register for our upcoming webinars for the most up to date information by registering here.
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