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OracleField Service
OracleField Service
OracleField Service
com/
Raju Ch
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Oracle Field Service
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Roadmap
Oracle Field Service Overview
Task Creation
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Task Assignment Dispatcher
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Reporting on Tasks S
Debrief
Product Dependencies
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Roadmap
Oracle Field Service Overview
Task Creation
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Task Assignment Dispatcher
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Reporting on Tasks S
Debrief
Product Dependencies
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Field
Service
Key Features M
Service
Request Handling
Customer
Plan
O service
assignment of field service tasks to qualified
Automatic
technicians
Insight
Reporting
L Transactios
on Material , Labor and Expense
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Proactive and Reactive handling
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needs
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Contracts
Territories
Customer
profile
Web
CTI
Mobile
e-mail
Installed
base
Availability
Request
intake and
validation
Request
avoidance/
screening
Calendar
Time
Expenses
Scheduling,
assignment
and dispatch
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Field
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Visit
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Solutions:
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close,P
ship
part, or
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escalate
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.C Parts
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Service
delivery
Debrief
Request
closure
Billing
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.B Labour
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Expense
Material
Record Counter
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Install Base CInventory
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Charges
Counter
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M
Center Agent:
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The Contact Center Agent takes customer calls and creates Service
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Request
Contact
Service Dispatcher/Planner:
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S service tasks to
The Field Service Dispatcher/ Planner assigns field
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service technicians and schedules serviceO
trips based on resource
L etc and monitors service
availability, skills, spare parts, cost, territories
technicians.
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Field
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Service Representative:
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The Field Service representative/technician
performs onsite service,
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reports progress and
Atime, material and expense expended to fulfill the
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task.
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Field
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screen.
The
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is screened to avoid a field service visit.
L The service rep searches the
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Etask is assigned to a field service engineer.
description and the
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Roadmap
Oracle Field Service Overview
Task Creation
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Task Assignment Dispatcher
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Reporting on Tasks S
Debrief
Product Dependencies
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Raju Ch
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Low
Medium
High
Accepted
Completed
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Define a statusL
transition sequence
Creating A
task templates
In-planning
Rejected
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Calendar
UWQ
Contacts
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Escalation
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marketing
Task
Manager
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Sales
Notes
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Service
Workflow
Contact Info
Employee
Customer
Erp Schema
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L Documents
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ERelated
JTF_Objects
Crm Schema
resource
Assign.
Manager
Territory
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The assignment manager assists in the process of assigning a resource
to
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. required to
documents and tasks by tracking the availability of resources
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perform a task.
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Assignment Manager
AssignmentData
managerFlow
Data Flow
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Territory
Manager
Assignment
Manager
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Tasks
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Contracts
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Installed Base
Service
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Request
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CalendarC
Escalations
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What Is theManager?
Territory Manager ?
What is the Territory
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Territories can be created based on multiple criteria.
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The Territory Manager is a tool that defines how people can
T be assigned,
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for example, by geographical location.
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Territory
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Territory A
Where country = USA
and State = Atlanta
Qualifiers
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Mr Border
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Miss Paterson
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A Mrs Z
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Where
country = USA
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. and city = new york
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Resources
Mr Kevin
Mr Steve
Mr Jason
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Territories
S resources. One
Territories can also be selected manually for assigning
G so to uniquely
resource can belong to many groups and territories
O territories need to be
assign particular task to that particular resource
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selected.
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O and
The Calendar is a scheduling tool used to define and view available
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unavailable times for a resource or group of resources.
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Roadmap
Oracle Field Service Overview
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Task Assignment Dispatcher
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Reporting on Tasks S
Debrief
Product Dependencies
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Resource Manager
Administrative Tasks
Dispatch
Center
In the Dispatch Center, the field service planner can view all
M
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incoming tasks within his or her responsibility and then assign these
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tasks to create a trip for each service representative.
L activities.
Plan Board to monitor or (re)schedule
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Gantt chart to monitor or (re)schedule
activities.
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8 against field service
Map displaying field activities
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representatives
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M
The Dispatch Center integrates with the Assignment Manager, which
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assigns tasks to resources.
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There are four options for scheduling:
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The service technician is selected manually.
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Assisted: Based on territories.
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Window To Promise:
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Unassisted:
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Notes
End User Tasks
How to Assign Task from
dispatcher
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Schedule Advise UI
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Summary
Service Request
(SR Type,Priority,Problem,Respond by,etc)
Product
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(Desc,sl no ,Contract type,contract name,etc)
Contacts
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Address
Escalations
Parts
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Selecting Territories
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Implementing
Resource
Dispatch Center
Gantt
TabManager
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From the Gantt chart,you can:
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View
daily schedules,with tasks shown with blue C
or with
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red(escalated) bars,travel time shown transparently,
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View progress on tasks for service representatives
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View the task description
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Move tasks from one service representatives to another
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Access service request details
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Roadmap
Oracle Field Service Overview
Task Creation
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Task Assignment Dispatcher
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Reporting on Tasks S
Debrief
Product Dependencies
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Field
Capturing
Updating
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Material Debrief
Service Date
Service Activity Code
Item
Qty
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Unit of Measure
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Subinventory
Instance No
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O with them
Resources should have sub inventories associated
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Field
Service
Debrief
Report
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Once the Task assignment status changes to Closed , all
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Product
Dependencies
Mandatory Dependencies
Oracle Human Resources
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Oracle Inventory
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Oracle Order Management
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Oracle Service
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Charges
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Install Base
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Product Dependencies
Mandatory Dependencies..contd
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Product Dependencies
Conditional Dependencies
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Preventive Maintenance-Proactive
Field Service
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The Preventive Maintenance solution can be used with Field
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Service
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and Contracts to provide proactive service to customers.
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O and scheduling to the
Service requests generation, tasks allocation
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appropriate resources with the right
parts can be done in
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anticipation of the service need.8
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Thank You
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