Lesson: Describing the Functional Capabilities of SAP Service Cloud

Figure 8: Field Service Process

The service and repair process revolve around service technicians maintaining or repairing
products or equipment for customers. The field service process may be used when a ticket is
created by a customer if a product, or piece of equipment owned by the customer, has a
problem. It may also be used for regular maintenance or service delivered by the
manufacturer or a dealer. With a total focus on customer satisfaction and field technician
efficiency, the SAP Service Cloud solution can use analytics to continuously lower the costs of
delivery and grow the profitability of the service organization.

Figure 9: Focus on Functions: Service Cloud vs. Field Service Management

FSM (Field Service Management) is focused on optimizing scheduling and executing the
service activities and can be natively integrated with Service Cloud.

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