Service Cloud V2 Integration with SAP Field Service Management

[SCHNEIDERT]

Dear Experts,

on Business Accelerator Hub, I can only find a package for the integration of SAP FSM with SAP Service Cloud V1 (https://api.sap.com/package/SAPCloudforCustomerIntegrationwithSAPFieldServiceManagement/integrationf...)

Does anybody have information about the integration of SAP FSM with Service Cloud V2? Is it already available? If not, what about the roadmap?

BR Tobias

[andreamazzanti · Accepted solution]

Hi schneidert,

Thanks for clarifying the situation. I understand your customer is in the middle of an S/4 transformation, but due to the timeline you want to understand if it makes sense to build an integration between SAP FSM and SAP Service Cloud Version 2 for replacing the existing integration with SAP Service Cloud (also known as SAP Cloud for Customer).

Based on the current information published in SAP Roadmap Explorer SAP Road Map Explorer I do not see any upcoming plan for integrating Version 2 with SAP FSM, but as you know, roadmaps can always change therefore I cannot give you any recommendation or make any commitment to my statement at this time.

If you want to have an ad-hoc advisory session with one of our experts in this area, I strongly suggest you to get in touch with SAP via your preferred channel. Every customer has its own priorities and constraints, therefore I cannot give you a suggestion without knowing the entire picture. I hope you understand.

Thanks

BR
Andrea

[SCHNEIDERT · Accepted solution]

Hi andrea.mazzanti,

The customer is still in the evaluation phase. Therefore, it will quite take some time... And I hoped that we could still go to V2 in order to generate added value for Sales and Service (since V2 is also very interesting for the Sales colleagues, but it won't make sense to split the systems and use only V2 for sales and V1 for service...).

I saw that there's nothing regarding that topic on the official Roadmap. Nevertheless I was hoping to perhaps get a statement from product development or product management that there's nothing in the backlog 🙂

That's a good idea. I will talk to our Partner Manager.

Thanks again for your input.

Kind Regards

Tobi

[andreamazzanti]

Hi Tobias,

Thanks for the question.

Currently there is no out of the box integration package available for SAP Service Cloud Version 2 and SAP FSM. What is your current landscape? If it includes SAP S/4HANA for example, the Best Practice is to integrate SAP Service Cloud V2 with SAP S/4HANA Service, which allows the creation of Cases and Service Orders in S/4HANA, via Mash-up or directly in the back end. Additionally SAP S/4HANA Service gets integrated with SAP FSM for allowing the replication of Service Orders for the subsequent Planning and Dispatching, Execution and Settlement. This integration is different compared to what SAP offered in the past with SAP C4C and SAP FSM.

Here you can find further details about this new integration approach: https://learning.sap.com/learning-journeys/implementing-and-using-sap-service-cloud-version-2/integr...

If you are interested, there is a Live Session scheduled on February 19th, about SAP Service Cloud Version 2 where you will get the chance to ask questions about this topic. Here is the registration link: Introduction to SAP Service Cloud Version 2

I hope this helps.

Thanks

BR
Andrea

[SCHNEIDERT]

Hi andrea.mazzanti,

thanks for your valuable feedback and the links you provided.

We know about the scenario including S/4 Service.
But unfortunately the current landscape includes SAP ECC and C4C (Sales and Service).
So, without ootb packages it would be a much higher investment, if the customer would move to Sales/Service V2… otherwise we would have to wait until the transition to S/4 is completed…

Do you know at least if such an integration is on the SAP roadmap?
If we will build the integration ourself (and maybe offer it afterwards for other customers in SAP Store), we want at least avoid the scenario, that after our completion SAP will release a package for the same scenario.

Kind regards

Tobias