xAssist SAP FSM Extension User Guide - TeamViewer Support
<main> <article class="userContent"> <p><br></p><h2 data-id="about">About</h2><p>The TeamViewer Frontline xAssist Extension for SAP Field Service Manager enables an FSM user to make live video calls enriched with Augmented Reality features to a connected Frontline user. In addition to live calls, captured media and chat messages made during the call are attached to a PDF report that is automatically attached to the corresponding Service Call in FSM. Multiple xAssist calls can be made for a Service Call and the attached reported is updated accordingly.</p><p><br></p><h3></h3><h2 data-id="interface">Interface</h2><p>When the extension is enabled by the FSM administrator (covered by the installation manual) it becomes available inside the sidebar of the FSM dispatching board.</p><p><br></p><h3 data-id="-1"></h3><h2 data-id="overview">Overview</h2><p>Open the ‘Dispatching Board’ to access the xAssist extension.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/22XZUUI57025/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/22XZUUI57025/image.png" alt="image.png" height="314" width="624" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>Before any service call is selected you already have the option to make calls. To create a call for a Service Call, you first need to select it.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/MB2VTJ7LJDBF/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/MB2VTJ7LJDBF/image.png" alt="image.png" height="314" width="624" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>The call functionality is identical with or without a selected Service Call but a report will only be available if a selection is present.</p><p><br></p><h3 data-id="-2"></h3><h2 data-id="interface-details">Interface Details</h2><p>The extension shows a list of users, either currently <em>online</em>, <em>offline</em> or <em>all</em> that can be called. You can select the display mode with the corresponding button.</p><p><br></p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/CILVVEOLAELC/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/CILVVEOLAELC/image.png" alt="image.png" height="574" width="1543" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>Note that the extension will show a scrollbar if the list of users does not fit into the space available by the FSM slot.</p><p>Online users can be called by pressing the ‘<em>Phone</em>’ symbol next to them. Offline user will receive a notification with a call invite if you press the ‘<em>Bell</em>’ icon to start a call.</p><p><br></p><h3 data-id="-3"></h3><h2 data-id="searching">Searching</h2><p>To search for a specific user, you can type a part of the users' name into the search box to only show matching users. When starting a search, the display mode will automatically switch to ‘all’. You can manually set a mode while searching. After the search, the mode will revert to the previous setting.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/LMLHQ0TMW30Q/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/LMLHQ0TMW30Q/image.png" alt="image.png" height="483" width="865" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>The value you enter for searching is matched against any part of the name. As an example, searching for ‘<em>An</em>’ will match ‘<strong><em>An</em></strong><em>gela</em>’, ‘<em>Ath</em><strong><em>an</em></strong>’ and ‘<em>T</em><strong><em>an</em></strong><em>ja</em>’.</p><p><br></p><h3 data-id="-4"></h3><h2 data-id="calling">Calling</h2><p>When you start a call, the extension will ask you for confirmation to avoid unintentional call starts. In case of no current selected Service Call, it will show a warning to avoid unintentionally not generating a report for the call. </p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/F9B7MGFHO55P/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/F9B7MGFHO55P/image.png" alt="image.png" height="559" width="867" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>When you confirm the call, xAssist will open in a new browser tab. After the call you can close the tab to continue working in FSM.</p><p>If you make a call to a person that is currently not online, the call window will open immediately, and a notification is sent to the person informing them on the requested call. The type of notification is configured in the Frontline Command Center.</p><p>Please consult the Frontline xAssist manual for further information.</p><p><br></p><h3 data-id="-5"></h3><h2 data-id="reports">Reports</h2><p>After a call has been made for a Service Call, a report is attached and can be accessed in FSM. Open the Service Call’s details. You find the report PDF document as ‘<em>service_report.pdf</em>’.</p><div class="embedExternal embedImage display-small float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/GYZB84HKM8DY/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/GYZB84HKM8DY/image.png" alt="image.png" height="189" width="198" loading="lazy" data-display-size="small" data-float="none"></img></a> </div> </div> <p><br></p><p>When you perform additional xAssist calls for the same Service Call, the report will be updated shortly after.</p><p>Reports are not created right after a call has ended. Please allow for some minutes for report generation and updates. Reports may also be updated while a call is still in progress. This will be visible inside the report and will update once the call is done.</p><p><strong>⚠Warning:</strong> Do not add your own attachments named ‘service_report.pdf’. They will be deleted and replaced by the extension and cannot be restored.</p><p><br></p><h3 data-id="-6"></h3><h2 data-id="troubleshooting">Troubleshooting</h2><p>❓<em> No xAssist call window when starting a call.</em></p><p>👉The xAssist pop-up window may have been blocked by your browser. Please make sure to allow the pop-up for the extension. You may need to require assistance from your local IT if pop-ups are blocked by a company security policy.</p> </article> </main>
