ORACLE DATA SHEET

ORACLE MOBILE FIELD SERVICE

Oracle Mobile Field Service is a comprehensive mobile solution that closes the information gap between the service organization and its field service technicians. It supports the complete field service process from task
The mobile field service apps allow the remote field service technicians to do things online/offline in real time. They can review at service calls as theyre coming in from the customer, order parts, and update the service call. This allows them to close calls faster, service the customer faster, and if its a billable call, have the invoice sent out faster

receipt/acknowledgement thru status updates to debrief and task closure. Key features include spare parts ordering, sourcing, receiving, returns, and knowledge management access for problem diagnosis. Oracle Mobile Field Service is part of the Oracle E-Business Field Service suite that includes Teleservice, Field Service, Advanced Scheduler, and Spares Management.
Oracle Mobile Field Service Overview Oracle Mobile Field Service is a complete, easy to use solution for Field Service Technicians and Administrators which is designed to maximize productivity. It provides 4 modes for flexibility and integration as service providers operate in many different environments:

Device Support
Laptops and Netbooks Store

Store and Forward Solution to support offline access Wireless Browser Based Solution to support real time access Email interface to support field service & parts functions in a range of devices

and Forward and Connected Wireless solutions

Windows Mobile Devices ( 6.0,

The following grid gives the availability of the solutions on different devices.
Laptops and Netbooks Windows Mobile Devices (Windows 6.0, 6.1 and 6.5) Store and Forward Real Time Browser Email Interface Smart Phones, Cell Phones, and Tablets (Inclusive Android, iOS, and Blackberry) N/A

6.1 and 6.5) Store and Forward and Connected Browser Based Wireless solutions
Smart phones, Palm Treos

Blackberries, iPhone, Android based devices and Symbian Devices Connected Browser Based Wireless
Cell Phones with a WAP

Browser Connected Browser Based Wireless Solution

Phones Field Service Voice

Figure 1: Device/Technology Support

Network Support Support

Any Wireless or Wired Network

Complete Field Service Task Management Oracle Mobile Field Service supports many best-in-class features to complete field service operations including: Task Receipt and Acknowledgement (accept or reject) Task Status Updates (traveling, working, on-hold waiting for parts, complete, etc.) Task Debrief (Parts used, Parts recovered, Defective on arrival, Parts unused, Labor, Expenses, Counter readings, Resolution codes) Parts Ordering, Sourcing, Receiving, Transfers and Returns Follow-up Task Creation and Scheduling Knowledge Base Searches Opening Service Requests for new issues discovered while on-site

inclusive GPRS, CDMA, 3G, 4G, Wi-FI, DSL and Satellite

Browser based wireless loads

pages on a cellular wireless network

ORACLE DATA SHEET

Technology Support
Store and Forward Based on

Oracle 10G Lite

Wireless similar to self

service wireless applications architecture

Single Sign-On Support

Controlled Upgrade UI Personalization

Configuration support

Customization using SDK Email Interface

Calendar and Dashboard view

Field Service Task Management Benefits

Figure 2: Field Service Administrators Dashboard Store and Forward Laptop

of Tasks and Service Requests

Complete Task information

Troubleshooting Using Knowledge Management Mobile Field Service allows technicians to troubleshoot and fix the problems using the extensive capabilities offered by Oracle Services Knowledge Management Module. This KM Module can search its own knowledge data base as well as any other knowledge or document repository. This helps resolve problems faster especially when technicians have not worked on similar issues before. Display Maps / Driving Directions Mobile Field Service (Wireless) provides technicians with integrated mapping and turn-by-turn driving directions. The technicians have the ability to pick an address associated with the customer location or specify a new address to view the driving details for their next destination. Customer, Product and SLA Information Oracle Mobile Field Service keeps field service technicians informed of customer, contact, install base and entitlement details. With this information, technicians have the flexibility to handle any additional customer requests. This ability enables technicians to deliver superior customer service while strengthening customer relations.

including location, customer, contact, problem and product

Comprehensive debrief

inclusive travel, labor, material and expense

Knowledge Management,

Search and Service History capabilities

Signature capture Create service requests and

tasks in the field

Schedule tasks in the field

Value Added Capabilities

Contracts, SLAs and

entitlements visibility by the technician onsite

Automatic updates of installed

Create Follow-Up Tasks and New Service Request Oracle Mobile Field Service (Store and Forward) provides the capability to open service request against any product owned by the customers assigned to a technician. This allows technicians to take on new work while on-site without having to make a call to his/her Dispatcher or CSR. In addition, techs can add a follow-up task to the SR they are working on when they cant finish the job due to lack of time, parts or skills. Direct access to Scheduler allows the field tech to actually schedule the follow-up task while on-site greatly improving customer service satisfaction. Advanced Debrief DOA and Unused Parts To streamline the return parts process, Mobile Field Service provides the ability to support debrief of Defective on Arrival (DOA) and Unused Parts. Additionally, the integration with the Return Routing Engine provides the ability to set flexible return destinations for DOA, Unused, and Defective Parts.

base and inventory

Automatic creation of charges Automatic synchronization Multi User Laptop Configurable Customer

/product download
Mobile Queries Email Queries Support for Mobile Field

Service (Store and Forward) and Wireless integration

Real time debrief posting

ORACLE DATA SHEET

Labor and Travel Debrief

default
Task Scheduling Third Party Support

To streamline the debrief process, debrief screens are enhanced to capture barcodes that allows technicians to capture multiple serial numbers and finish debrief real fast and accurate.

Spares Management

Trunk stock tracking View of inventory across the

entire field service supply chain

Order and return processing Defective tracking Excess returns process for

technicians
Parts search tools DOA and Parts Unused

processing
Flexible return using Return

Routing Engine

Key Benefits
Best In Class Performance Increase in workforce

Figure 3: Task Details UI (Wireless)

Figure 4: Advanced Debrief (Wireless)

productivity (job completed per day)

Better workforce utilization Increase Customer Satisfaction

Spare Parts Management Oracle Mobile Field Service provides extensive spare parts functionality including: Parts Ordering and Order Status Visibility Parts Sourcing (distance based or supply chain based) Parts Receiving (from warehouse) and Transfers (from other techs or unmanned stocking locations) Parts Returns (defectives and excess) Parts Transfer

While Reducing Service Costs

Optimize the entire service

delivery process from dispatch to invoicing.

Tighter control of Field Service

Activities

Debrief integrates directly with the Spares Management reverse logistics process to effectively initiate the reverse logistics process. This feature is currently implemented in Field Service Portal and Mobile Field Service Wireless. Here are few highlights: Ability to send defective or excess parts to any location from any location Advanced routing module to determine the returns destination (covered below) o o o o Covers Return Types for Defective, Excess, DOA and Warranty Excess identification based on max levels Business rules to focus on high impact excess Execution to create the return order

Its critical that the technician can send part returns directly to multiple destinations. The routing module has business rules to determine the destination from any point in the supply chain. Those business rules that determine the destination include: Current location in the supply chain (Organization or Territory)

ORACLE DATA SHEET

Return Type: Defective, Excess, DOA or Warranty Item or Item Category

Related Products
Integration between Store and Forward PPC and Wireless
Oracle Field Service Oracle Order Management Oracle Spares Management Oracle Inventory Oracle TeleService Oracle iSupport Oracle Advanced Scheduler

Many Field service technicians require the ability to work offline (Store and Forward) as well as the ability to access functionality that is only available when connected to the enterprise DB (Wireless). Seamless integration between these two solutions brings the following Wireless features in S&F Pocket PC when the device has online connectivity: Parts Ordering Parts Sourcing (distance based or supply chain based) Parts Receiving (from warehouse) and Transfers (from other techs or unmanned stocking locations) Parts Returns (defectives and excess) Driving Directions KM Search Password Change

Related Services

Services available from Oracle Support Services:

Update Subscription Services Product Support Services OnlineDBA

Figure: 5 Parts Search UI (Integration)

Configuration and Customization Support Oracle Mobile Field Service provides several capabilities for application extensibility thereby enabling a field service organization to tailor the application to suit their specific business processes. These include

Support for multiple responsibilities enables functional security to features in the application. Support for download and upload of attachments allowing additional objects such as spreadsheets, pictures and quality plans to be linked, viewed and edited.

Support for flex fields allows service providers to extend the application without coding. Support for personalization allowing technicians to see only relevant information with the specific business process. For example, Administrators are able to hide/suppress creation of new service request from the field for a group of technicians.

Support for extending the mobile applications through a customization SDK that enables a customer to add additional screens, information and data to the mobile application effectively making it a composite application.

Multi User Laptop Oracle Mobile Field Service (Store and Forward) allows multiple users to share a single laptop

ORACLE DATA SHEET

thereby providing the potential for savings in hardware costs. This sharing also provides flexibility by enabling a group of field service technicians to work together in the field. In addition, the new customer download feature empowers technicians to open service request against any piece of equipments owned by that customer. Field Service Report and Signature Capture Capability Tech facing applications allows technicians to generate field service report and capture signature from the customer. Automatic Synchronization Mobile devices running Mobile Field Service (Store and Forward) use standard Internet http protocol for communicating with mobile server during synchronization. The user can also choose to run synchronization in a secure mode. The product supports two different approaches for secure communications - by using SSL over http, i.e., https, or by configuring mobile server in a DMZ environment via the reverse-proxy setup. Automatic synchronization is triggered in the background when the key attributes such as service request, task, and inventory change either on the enterprise application or in the mobile device. The synchronization can also be triggered from the server based on a specific time interval or when certain types of exceptions are raised such as network bandwidth, battery level and detection of A/C power. Email Interface Mobile Field Service introduces Mobile Query Framework, an open standard based way for field service organization to extent their mobile platforms with new capabilities such: Ability to execute standard field service business functions (such as get technicians daily task list, update task status, etc.) using email interface. Ability to execute spare parts related functions (For example, Partinfo and Partsub)

Feature List by Mobile Field Service Module

Abbreviations
FSTP: Field Service Third Party Portal FSAP: Field Service Administrator Portal FS3PAP: Field Service Third Party Admin Portal FS3PTP: Field Service Third Party Technician Portal MFS: Mobile Field Service S&F: Store & Forward

The following table provides details around the availability of features by mobile variant.
Feature
Dashboard with multiple views Search task, SR Update task, SR Create personal task Create service request View contracts Update counter reading Process Debrief Debrief Defective On Arrival Debrief Parts Unused Search parts Transfer parts Order parts Receive parts View/Create notes Upload/download attachment View service history View install base configuration Capture Signature SDK Customization Support

FSTP,FSAP FS3PAP, FS3PTP

Yes Yes Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No N/A

MFS Wireless
Yes Yes Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes N/A

MFS (S&F) PPC

Yes Yes Yes Yes Yes Yes Yes Yes No No Yes No Yes No Yes Yes Yes Yes Yes Yes

MFS (S&F) Laptop

Yes Yes Yes Yes Yes Yes Yes Yes No No Yes Yes Yes No Yes Yes Yes Yes Yes Yes

ORACLE DATA SHEET

Messaging support KM Integration Access Maps and Driving Directions Return Parts Parts radius search Internal asset support Create follow up task Travel debrief Pro forma Invoice Signature Capture Self Assign Tasks Self schedule tasks Task Schedule: Intelligent mode NLS language Support Debrief E-record Approval Automatic Synchronization Mobile Query Framework Personalization support Default labor and travel debrief Restrict Service Request creation Enforce Cross-Task validation Filter tasks in dashboard based on Group/Territory Third Party Solution Trunk Stock Management

No Yes Yes Yes Yes Yes Yes Yes Yes No No Yes Yes Yes Yes N/A No Yes Yes Yes Yes Yes Yes Yes

No Yes Yes Yes Yes Yes Yes Yes No No Yes Yes Yes Yes No N/A Yes Yes Yes No No No Yes Yes

Yes *Yes *Yes *Yes *Yes Yes Yes Yes No Yes Yes No No Yes No Yes Yes Yes Yes Yes Yes No No No

Yes No No No No Yes Yes Yes Yes Yes Yes No No Yes No No No Yes No No No No No No

* Refers to features available on MFS (S&F) PPC with Wireless Integration

Oracle E-Business SuiteThe Complete Solution Oracle E-Business Suite enables companies to efficiently manage customer processes, manufacture products, ship orders, collect payments, and moreall from applications that are built on unified information architecture. This information architecture provides a single definition of your customers, suppliers, employees, and productsall important aspects of your business. Whether you implement one module or the entire Suite, Oracle E-Business Suite enables you to share unified information across the enterprise so you can make smarter decisions with better information.

Copyright 2011, Oracle and/or its affiliates. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners. 0109