Field Service in 2026: How SAP FSM Prepares You for What’s Next
This is a heady times for field service. Artificial intelligence has the potential to radically transform how businesses support field service, guiding both technicians and customers with lower overhead. This evolution is already on top of other field service trends taking shape, such as internet-of-things (IoT), augmented reality, and ubiquitous mobile technology.
Businesses that include field service already understand that the landscape is changing. But how many businesses truly are ready for these field service changes in 2026?
What’s New in Field Service
There are four major trends in field service right now: Generative AI, the Internet-of-things, augmented reality, and mobile technology.
Generative AI. The headline change in field service is the rise of generative AI. Field service is largely about diagnosing facts on the ground and delivering solutions. This is tailor-made for generative AI, which already can identify objects in the real world and provide actionable advice for making repairs and adjustments. Businesses that hook generative AI into the company knowledge-base stand to significantly improve field service efficiency and self-serve operations.
Internet-of-Things. Products sold to customers and machinery used in the field can now come with a measure of intelligence, reporting, and self-repair. Software updates delivered over WiFi or mobile networks can fix some device issues, and products or machinery in the field can now report performance and maintenance needs. This can reduce field service requests and bring greater visibility when service is required.
Augmented Reality. Maybe the most tangible use case for augmented reality (AR) today is field service. Through a mobile phone or dedicated AR glasses, technicians and customers can better understand what they are seeing and be guided through the process of servicing. Although still a developing technology, the coming role of AR in field service is clear.
Mobile Technology. On the other end of the adoption spectrum, the ubiquity of mobile technology is currently enabling remote field service, geographically dispersed experts pooling knowledge, and more efficient issue resolution for technicians in the field. This trend will continue deepening, and it connects with the other three major changes in field service today.
Level Up with SAP Field Service Management
Businesses that include field service can take advantage of these trends with the help of the SAP Field Service Management (FSM) application. SAP’s FSM is a comprehensive, AI-enabled cloud solution that provides tools for scheduling, dispatching, tracking and assisting field technicians.
With FSM, a business can increase first-time fix rates with AI-powered technician matching and parts confirmation. It can keep customers in the loop and power self-serve and crowd-based collaboration, both human and AI-assisted. FSM also turns time into Dollars, optimizing dispatch, boosting technician productivity, and providing real-time data insights that can unlock cost savings and customer satisfaction.
How SAP FSM improves performance and prepares a business for what’s next in field service technology:
- AI-Based Schedule Optimization
SAP FSM efficiently handles scheduling, freeing field service teams for higher-value work. The AI within SAP FSM automates workflows, optimizes staffing, and simplifies scheduling for a smoother service experience.
This scheduling optimization includes predictive scheduling for job length and traffic, matching the right technician to each job, an appointment booking scheduler API, and a no-code field technician policy designer for ensuring adherence to company guidelines.
- AI Chatbots and Self-Service Tools
Both technicians and customers can resolve field service issues more quickly with SAP FSM’s AI chatbot functionality, which combines a company’s knowledgebase and real-time operational data with a walled chatbot instance of ChatGPT, Google Gemini or other AI engine.
SAP FSM also makes it possible for businesses to create self-service portals and public-facing knowledgebases that cut down on field service requests.
- Internet-of-Things Integration
The SAP FSM application connects with a company’s SAP Cloud ERP, enabling communication between the FSM and IoT devices in the field. With this two-way connection, field service operations can proactively address maintenance and device issues and automatically schedule service.
Because IoT and field service connect with a company’s operational data in real-time, field service work can also be tied with sales, inventory, logistics, and human resource management for more accurate, efficient servicing.
- Crowd Services
SAP FSM breaks down geographical barriers and helps create a pool of certified and trained partners and third-party vendors available to respond to service calls when needed.
The FSM’s crowd services can be used internally for augmenting field service visits or used in conjunction with third-party vendors. At the same time, it can help standardize service delivery and ensure a consistent field service policy.
- Mobile Workforce Enablement
Mobile device ubiquity combined with the FSM can empower field service technicians.
SAP FSM comes with native, offline-first mobile applications that technicians can use in the field for faster service resolution. Guided workflows and intuitive smart forms within the platform can ensure faster resolution and best practices. Location tracking and automatic time-recording combined with service confirmation and reporting can also bring mobile workforce visibility.
- Augmented Reality and Remote Assistance
Now customers and empower technicians with the AR support built into SAP FCM. Using FCM, a field service operation can guide technicians and customers through routine or complex issue resolution with digital visual overlays that explain what the user is seeing.
SAP FCM also supports remote field service. Field service technicians can call in for additional support, and customers can connect with technicians remotely instead of needing on-site support for common issues.
Learn More About SAP Field Service Management
New technologies are improving field service and increasing efficiency. Make sure your field service operation is prepared for these changes and keeping pace.
Learn more about field service technology today and how the SAP Field Service Management application can help by calling one of our experienced consultants at (801) 642-0123 or by writing info@nbs-us.com.
