OracleField Service

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Oracle Field Serv ice

Presentat ion

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RoadmapOracle Field Service Overview

Oracle Field Service Process

Service Request Creation

Task Creation

Task Assignment – Dispatcher

Reporting on Tasks – Debrief

Product Dependencies


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Task Creation





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The Oracle Field Service suite supports an automated

process used by service organization to manage their field

service operations. The suite assists in the entire service

process, from taking customer calls to fixing and reporting on

the problem at a customer site.

Oracle Field Service Overviewh t t p : / / o r a c l e a p p s 8 8 . b l o g s p o t . c o m /

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Field Service Key FeaturesCustomer Service Request Handling

Plan and Schedule large number of geographically dispersed

service technicians

Automatic assignment of field service tasks to qualified service

technicians

Insight into technicians daily activities

Reporting on Material , Labor and Expense Transactios

Proactive and Reactive handling of customer’s service needs


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Flow

Requestintake andvalidation

Scheduling,assignment

and dispatch

Requestclosure

Billing

Solutions:close, ship

part, orescalate

Servicedelivery

Web

CTI

Mobile

e-mail

FieldVisit

Customerprofile

Installedbase

Contracts Parts

TimeAssignmnt Mgr

Requestavoidance/

screening

Territories

Availability

Calendar

Knowledge

base

Debrief

Expenses


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Field Service RolesContact Center Agent:

The Contact Center Agent takes customer calls and creates Service

Request

Field Service Dispatcher/Planner:

The Field Service Dispatcher/ Planner assigns field service tasks to

service technicians and schedules service trips based on resource

availability, skills, spare parts, cost, territories etc and monitors servicetechnicians.

Field Service Representative:

The Field Service representative/technician performs onsite service,

reports progress and time, material and expense expended to fulfill thetask.


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Field Service Process --Service

Request HandlingIn Field Service a service request can be created in the service requestscreen.

The request is validated against the customer, product and the contract

and assigned to a Service Request Owner.

It is screened to avoid a field service visit. The service rep searches theknowledge base for a solution. As an outcome of this process, the request

may be closed or it may require a visit by a field service rep.

When a field visit is required, a task is created based on the problem

description and the task is assigned to a field service engineer.


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Service Request Screen


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Service Request - Contacts


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Service Request – Service

History


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Task Creation





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Service Request - Tasks


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What is a Task?

A task is the lowest unit of work.

Example

Follow up action

Daily work assignments

Tasks can be created,assigned, managed, sorted, scheduled andprioritized

Tasks provide notification and can be escalated.

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Task Manager Administrative TasksCreating new task priorities

Low

Medium

High

Creating new task types

Creating new task statuses

In-planning

Assigned

Accepted

Rejected

CompletedDefine a status transition sequence

Creating task templates

Task Manager Administrative Tasksh t t p : / / o r a c l e a p p s 8 8 . b l o g s p o t . c o m /

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Contacts

UWQ

marketing

Sales

Service

Contact Info

Employee

Customer

Related

Documents

JTF_Objects

resource Assign.

ManagerTerritory

Task

Manager

Escalation

Calendar

Workflow

Notes

Erp Schema Crm Schema

Task Manager Data FlowTask Manager Data Flowh t t p : / / o r a c l e a p p s 8 8 . b l o g s p o t . c o m /

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The assignment manager assists in the process of assigning a resource to

documents and tasks by tracking the availability of resources required toperform a task.

What is the Assignment Manager?What is the Assignment Manager?h t t p : / / o r a c l e a p p s 8 8 . b l o g s p o t . c o m /

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TerritoryManager

Installed Base

Tasks

Assignment

Manager

Escalations

Field Service

Calendar

Contracts

Service

Request

Assignment manager Data Flow Assignment Manager Data Flowh t t p : / / o r a c l e a p p s 8 8 . b l o g s p o t . c o m /

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What Is the Territory Manager ?

Territories can be created based on multiple criteria.

The Territory Manager is a tool that defines how people can be assigned,

for example, by geographical location.

What is the Territory Manager?

Where country = USAand State = Atlanta

Where country = USAand city = new york

Territory A Territory B

Mr BorderMiss Paterson

Mrs Z

Mr KevinMr Steve

Mr JasonResources

Qualifiers


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Territories It is used to create territories with service representatives assigned to

it. These territories are then related to a dispatcher group. The service

representatives assigned to the territory show up in the Field ServiceDispatch Center for the dispatcher.

Territories can also be selected manually for assigning resources. One

resource can belong to many groups and territories so to uniquely

assign particular task to that particular resource territories need to beselected.

It is also used to create territory qualifiers for task assignment. These

territory qualifiers are used by the Schedule Advise UI and Advanced

Scheduler to retrieve a qualified service representative for a task.


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What is the Calendar?

The Calendar is a scheduling tool used to define and view available and

unavailable times for a resource or group of resources.

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Task Creation





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Resource Manager Administrative Tasks

In the Dispatch Center, the field service planner can view all

incoming tasks within his or her responsibility and then assign these

tasks to create a trip for each service representative.

Dispatch Center is the workbench for the planner/dispatcher. It

consists of

Plan Board to monitor or (re)schedule activities.

Gantt chart to monitor or (re)schedule activities.

Map displaying field activities against field service

representatives

Dispatch Centerh t t p : / / o r a c l e a p p s 8 8 . b l o g s p o t . c o m /

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Dispatch Center Plan Board Tabh t t p : / / o r a c l e a p p s 8 8 . b l o g s p o t . c o m /

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Notes End User Tasks

The Dispatch Center integrates with the Assignment Manager, which

assigns tasks to resources.There are four options for scheduling:

Unassisted: The service technician is selected manually.

Assisted: Based on territories.

Window To Promise:

Assignment Optionsh t t p : / / o r a c l e a p p s 8 8 . b l o g s p o t . c o m /

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H t A i T k f di t h



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Dispatch Center displays tasks

Right Click on a task to Invoke ‘Schedule Advise UI’

How to Assign Task from dispatcherh t t p : / / o r a c l e a p p s 8 8 . b l o g s p o t . c o m /

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Schedule Advise UI



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Schedule Advise UIh t t p : / / o r a c l e a p p s 8 8 . b l o g s p o t . c o m /

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T k P t R i t



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Can Come a Task Template

Can be specified using the ‘Parts Requirements UI’ from Dispatcher

Tasks Parts Requirementsh t t p : / / o r a c l e a p p s 8 8 . b l o g s p o t . c o m /

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T b i Di t h C t



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For Each Task

SummaryService Request

(SR Type,Priority,Problem,Respond by,etc)

Product

(Desc,sl no ,Contract type,contract name,etc)

Contacts

Address

Escalations

Parts

Tabs in Dispatch Centerh t t p : / / o r a c l e a p p s 8 8 . b l o g s p o t . c o m /

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R Vi ibl t Di t h



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Dispatcher belongs to a Dispatcher Group(CRM Foundation)

Territories (with corresponding resources) are assigned to aDispatcher Group.

By Default these resources are visible for monitoring.

But to access other resources a different territory can be selectedfrom the Navigate/Tools Menu.

Resources Visible to a Dispatcherh t t p : / / o r a c l e a p p s 8 8 . b l o g s p o t . c o m /

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Selecting Territories


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Di t h C t Pl B d T bR a j u C h



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Provides information on Service Representative’s schedule in a daily

view.

With the Plan Board,you can:

View and optimize trips

Access calendars and service request details

Assign tasksReport time,materials,and expenses for performed tasks.

Dispatch Center Plan Board Tabh t t p : / / o r a c l e a p p s 8 8 . b l o g s p o t . c o m /

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Implementing Resource Manager

From the Gantt chart,you can:

View daily schedules,with tasks shown with blue or with

red(escalated) bars,travel time shown transparently,

View progress on tasks for service representatives

View the task description

Move tasks from one service representatives to another

Access service request details

Dispatch Center Gantt Tabh t t p : / / o r a c l e a p p s 8 8 . b l o g s p o t . c o m /

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Dispatch Center Gantt Tabh t t / / l 8 8 b l t / R a j u C h



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Dispatch Center Gantt Tabh t t p : / / o r a c l e a p p s 8 8 . b l o g s p o t . c o m /

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Task Creation




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Field Ser ice Debrief Reporth t t p : / / o r a c l e a p p s 8 8 . b l o g s p o t . c o m /

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Implementing Notes

Field Service Debrief Report is used to report progress done, time,

material and expenses (TME) expended for Service tasks. The field

service engineer prepares the debrief report after completion of a onsiteservice task.

Capturing Product Usage: Product usage can also be captured using

Counters in the Debrief Report. Counter readings can only be recorded

for customer products defined in the installed base which have an

counter assigned to them.

Updating the Task Assignment Status:

The Task Assignment status change is used to update the assignment

status and push information to inventory, installed base and charges.

Field Service Debrief Report

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Field Service Debrief –How to

Invoke Navigate to FS Dispatcher and select a Task

Right on a task in Dispatch Center

Click Debrief

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Field Service Debrief Report-

Material

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Material DebriefInformation Captured are like :

Service Date

Service Activity Code

Item

Subinventory

Instance No

Qty

Unit of Measure

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Material Debrief SetupService Activity Code

Item should have ‘Service Billable Flag’ set to ‘Material’

Resources should have sub inventories associated with them

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Field Service Debrief Report-

Expense

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R a j u C h

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Field Service Debrief ReportViewing a Pro Forma Invoice:Prior to sending an invoice to a customer after a debrief is completed,

you can review a summarized view of the invoice by using the FieldService Pro Forma Invoice feature.

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Product DependenciesMandatory Dependencies

Oracle Human Resources

Oracle Inventory

Oracle Order Management

Oracle Service

Charges Install Base

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Mandatory Dependencies..contd

Oracle Common Application Components Assignment Manager

Resource Manager

Territory Manager

Task Manager Escalation Manager

Calendar

Notes

Interaction History


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Product DependenciesConditional Dependencies

Oracle Spares Management Oracle Contracts Core

Oracle Service Contracts

Navigation Technologies (Navtech) spatial data

Oracle Advanced Scheduler Oracle CRM Gateway for Mobile Devices

Oracle Field Service/Laptop

Oracle Field Service/PalmTM Devices

Oracle Field Service/Wireless

Oracle Complex Maintenance, Repair and Overhaul

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Field Service

The Preventive Maintenance solution can be used with Field

Service

and Contracts to provide proactive service to customers.

Service requests generation, tasks allocation and scheduling to theappropriate resources with the right parts can be done in

anticipation of the service need.

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Thank You

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OracleField Service

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