Resource Planning

Main Process

 

You use resource planning to create assignments for the items of a service order that are relevant for resource planning. You do this by using the resource planning tool to allocate service tasks to available employees. Service employees can either accept, or reject the assignments.

If you work with mobile terminals (laptops or handhelds), your employees can download their assignments onto these devices.

Maintains master data such as qualifications, service area assignments, job functions and availability and capacity data.

Maintains resource planning specific master data and takes them into consideration during resource planning.

Availability and qualification data is integrated with SAP ERP Human Capital Management.

Allows the Resource Planner/Service Representative to maintain a status for each assignment (for example, Released, Communicated, Accepted, Rejected, etc.).

Creates more than one assignment per service task in the Resource Planning Application in cases where more than one service resource is required to perform an assignment.

Allows the Resource Planner to maintain absences and attendances for his field service resources in the Resource Planning Application, also with recurring patterns. Allows field service employees to maintain their own absences and attendances on their laptop or handheld device or in groupware.

Uploads this information into the SAP CRM system where it is visible to the Resource Planner within the Resource Planning Application and can be taken into consideration during subsequent planning.

Supports Appointment Scheduling within an Interaction Center environment. Allows customers to call into a service organization and be offered a number of different appointments that have been determined by a scheduling engine, based on specified scheduling parameters, e.g., services type, priority, or scheduling strategy. Allows customer to choose the appointment that most suits them from the list offered. Defines the time during which the field service employee should arrive at the customer site to perform the service.

Supports Computer Telephony Integration (CTI) within the Resource Planning Application. Allows the Resource Planner to call field service employees via a simple mouse click within the Resource Planning Application if CTI integration is active.

Sends pager, E-mail, groupware appointments and fax messages to one or multiple field service employees via a simple mouse click within the Resource Planning Application.

Integrates between the SAP CRM System and laptop and handheld devices.

Integrates with third-party software via an open BAdI interface.