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Transcript of 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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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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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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Oracle Field Service Process
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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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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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.
What is a Task?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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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.
What is the Calendar?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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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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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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Di h C Pl B d T b
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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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A i t O ti
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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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Notes End User Tasks
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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Notes End User Tasks
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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Notes End User Tasks
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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Notes End User Tasks
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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Di t h C t G tt T bR a j u C h
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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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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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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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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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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
Product Dependencies
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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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