In SAP Field Service Management, business rules are used to automate processes. Custom fields, like standard fields, can be referenced in three main logical components of a business rule:

1. Variables: You can define a variable within a business rule and assign it the value of a custom field from the trigger object or a related object for later use.

2. Conditions: The core logic of a business rule resides in its conditions. Custom fields can be used here to evaluate their value as part of an IF statement to determine whether the rule's actions should be executed.

3. Actions: If the conditions are met, the rule performs actions. A common action is to set or update the value of a field, and this includes custom fields on the trigger object or other related objects.

B. Object type: This setting defines the business object the rule applies to (e.g., Service Call), making its fields available, but it is not a section where a specific custom field is directly referenced.

C. Permissions: Permissions relate to user authorization and security roles within the system. They are not a component of a business rule's logical structure where fields are referenced.

1. SAP Help Portal

SAP Field Service Management

"Business Rules": This document outlines the fundamental structure of a business rule

stating

"A business rule consists of a trigger

conditions

and actions." This establishes Conditions and Actions as core components where field data is manipulated.

Reference: SAP Field Service Management > Administration > Business Rules.

2. SAP Help Portal

SAP Field Service Management

"Create Business Rules": This guide details the user interface and steps for creating a business rule. It explicitly shows separate configuration sections for Conditions

Variables

and Actions

all of which provide interfaces for selecting and referencing object fields

including custom fields.

Reference: SAP Field Service Management > Administration > Business Rules > Create Business Rules > Sections "Define Conditions"

"Define Variables"

and "Define Actions".

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."

The creation and management of Smartform Templates is a configuration task performed within the administration settings of SAP Field Service Management. This responsibility typically falls to an Administrator or a Business Process Owner. This role is in charge of designing the forms to meet specific business requirements for data collection, defining the questions, logic, and layout. Field technicians are the end-users who fill out the forms, and dispatchers assign activities that may include these forms, but neither role is responsible for the template's creation. This requires specific administrative permissions to access the Smartform Designer tool.

1. SAP Help Portal

SAP Field Service Management

"Smartforms": The documentation details the process of creating and editing Smartform templates. The entire process is described as taking place within the administrative section of the application (e.g.

navigating to Admin > Smartforms)

which is accessible only to users with administrative privileges.

2. SAP Help Portal

SAP Field Service Management

"Permissions": This section outlines the various permission groups and user types. The ability to create or modify company-wide templates (ChecklistTemplate - Can create

edit

and delete checklist templates) is a permission explicitly granted to administrative roles

not to standard technician or dispatcher roles.

Crowd Service extends SAP Field Service Management with a gig-economy marketplace. Qualified freelancers or partner technicians can see open work orders on a mobile app and claim the ones that fit their skills and schedule. This self-assignment, flexible, app-based model mirrors the expectations of next-generation workers for autonomy and gig-style employment, helping companies attract and retain that workforce.

1. SAP Help Portal – SAP Field Service Management 2211

“Crowd Service Overview”

section “Using the Crowd Service Marketplace” (help.sap.com/fsm2211)

2. SAP White Paper

“SAP Field Service Management: Delivering Next-Generation Field Service” (SAP SE

2021)

p. 6–7

paragraph “Tap into the gig economy with Crowd Service”.

3. SAP Product Documentation PDF

“SAP Field Service Management – Crowd Service Capabilities” (Version 2211

2022)

section 2.1 “Freelancer Marketplace”

pp. 4–5.

When initiating a Smartform in SAP Field Service Management you must supply three mandatory attributes: the form’s Name (identifier), the business object Type it will be linked to (e.g., Activity, Service Call), and the Default Language used for the template. No other fields are obligatory at creation time; ID and version are generated automatically after the first save.

1. SAP Help Portal – SAP Field Service Management 2211

Administrator Guide

“Smartforms & Feedback”

section “Creating a Smartform”

steps 2-3: “Enter a Name

select a Type

and choose the Default language … then save the form.”

2. SAP Field Service Management 2211 Release Training

Unit “Forms & Feedback”

slide 18: “Mandatory on creation: Name

Type

Language.”