Machines send alerts to SAP Predictive Maintenance and Service, cloud edition, indicating that a follow-on action is required. This package enables the creation of a service ticket in SAP CRM and tracking of the ticket’s progress in SAP PDMS, ce.

This package handles the business process integration of SAP Predictive Maintenance and Service, cloud edition (SAP PdMS, ce) and SAP CRM. Version 2.1 requires Feature Pack 5 of SAP PdMS, ce.

SAP Predictive Maintenance and Service, cloud edition is an Internet of Things (IoT) application in the SAP Cloud. Machine data is collected using an Internet of Things (IoT) platform and enriched with business information coming from, for example, SAP Business Suite. This allows real time monitoring of the machine so that you or your customers can be contacted at the first sign of any unusual trends or behavior and can take appropriate action, potentially avoiding unnecessary service costs.

SAP Customer Relationship Management (SAP CRM) is a comprehensive solution for managing your customer relationships. It supports all customer-focused business areas, from marketing to sales and service, as well as customer interaction channels, such as the Interaction Center, the Internet, and mobile clients.

In SAP PdMS, ce the machines send information that indicates the critical state of a machine (alert). The tracking of the further processing of this critical situation takes place in the SAP CRM system.

These alerts trigger the creation of the service ticket in SAP CRM.

Inside the SAP PdMS, ce system you can see every update of the ticket processing status that takes place in the SAP CRM system.

This integration package also contains value mapping between ticket status in SAP CRM and ticket status displayed in SAP PdMS, ce.

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