In SAP Field Service Management, "Flows" are the specific configuration aspect within the Self-Service portal that enables customers to perform actions, such as creating a service request. A flow is a customizable, step-by-step guided process that defines the screens, questions, and data fields a customer interacts with to submit their request. Administrators design and activate these flows to control the end-user experience and ensure all necessary information is captured when a customer initiates a service call. This mechanism is central to tailoring the functionality of the Self-Service portal.

1. SAP Help Portal, SAP Field Service Management. (2023). Self-Service Configuration. In the section "Flows", the documentation states: "Flows are guided processes that your end users follow to perform a certain action, for example, create a service call or view their service call history." This directly links the "Flows" feature to the action of creating a service request.

2. SAP Help Portal, SAP Field Service Management. (2023). Create a Flow. This document provides the procedural steps for an administrator to build a new flow, confirming that it is the configurable element used to define user interactions like submitting a request. The initial steps involve selecting a "Flow Type," such as "Create Service Call."