OracleField Service

http://oracleapps88.blogspot.
com/
Raju Ch
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Oracle Field Service
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Presentation
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http://oracleapps88.blogspot.com/
Raju Ch
Roadmap
Oracle Field Service Overview
Oracle Field Service Process
Service Request Creation
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
Roadmap
Task Creation
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Debrief
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The Oracle Field Service suite supports an automated

O
process used by service organization to manage their.C
field
T
service operations. The suite assists in the entire
O service
Preporting on
process, from taking customer calls to fixing and
S
the problem at a customer site.
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Field
Service
Key Features M
Service
Request Handling
Customer
and Schedule large number of geographically dispersed O

C
.
service technicians
Plan
O service
assignment of field service tasks to qualified
Automatic
technicians
Insight
into technicians daily activities
Reporting
L Transactios
on Material , Labor and Expense
B
.
Proactive and Reactive handling
8of customers service
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S
P
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C
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needs
Raju Ch

M
Flow
O
Contracts
Territories
Customer
profile
Web
CTI
Mobile
e-mail
Installed
base
Availability
Request
intake and
validation
Knowledge Assignmnt Mgr

base
Request
avoidance/
screening
Calendar
Time
Expenses
Scheduling,
assignment
and dispatch
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8
Field
8
Visit
S
Solutions:
P
close,P
ship
part, or
A
escalate
E
.C Parts
T
Service
delivery
Debrief
Request
closure
Billing
Raju Ch

M
Flow
O
Field Visit Report
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T
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Expense
Material
Record Counter
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P
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Install Base CInventory
A
Charges
Counter
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Field Service Roles
M
Center Agent:
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The Contact Center Agent takes customer calls and creates Service
.C
Request
Contact
Service Dispatcher/Planner:
P
S service tasks to
The Field Service Dispatcher/ Planner assigns field
G
service technicians and schedules serviceO
trips based on resource
L etc and monitors service
availability, skills, spare parts, cost, territories
technicians.
.B
Field
S
Service Representative:
P
The Field Service representative/technician
performs onsite service,
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reports progress and
Atime, material and expense expended to fulfill the
E
task.
L
Field
Raju Ch
Field Service Process --Service

M
In Field Service a service request can be created in the service request
Request Handling
O
.C
T
screen.
The
request is validated against the customer, product

Oand the contract
and assigned to a Service Request Owner.

It
O
is screened to avoid a field service visit.
L The service rep searches the
knowledge base for a solution. As an.B

outcome of this process, the request
8a visit by a field service rep.

may be closed or it may require
S
When
a field visit is required,

a task is created based on the problem
P
A
Etask is assigned to a field service engineer.
description and the
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Service Request Screen

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Service Request - Contacts M

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Service Request Service

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History
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Roadmap
Task Creation
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Debrief
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Service Request - Tasks

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What is a Task? What is a Task?

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A task is the lowest unit of work.

Example
Follow up action
Daily work assignments
.C
T
L sorted, scheduled and

Tasks can be created,assigned, managed,
prioritized
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Tasks provide notification and

Scan be escalated.
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Task Manager Task

Administrative
Tasks
Manager Administrative
Tasks
Creating new task priorities
Low
Medium
High
Creating new task types
Creating new task statuses

Assigned
Accepted
Completed
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Define a statusL
transition sequence
Creating A
task templates
In-planning
Rejected
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Task Manager Data

FlowData Flow
Task Manager
M
Calendar
UWQ
Contacts
.C
Escalation
T
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
A
ERelated
JTF_Objects
Crm Schema
resource
Assign.
Manager
Territory
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What is the Assignment

Manager?
What is the Assignment
Manager?
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The assignment manager assists in the process of assigning a resource
to
C
. required to
documents and tasks by tracking the availability of resources
T
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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P
Tasks
S Field Service
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Contracts
.
T
Installed Base
Service
C
Request
A
CalendarC
Escalations
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What Is theManager?
Territory Manager ?
What is the Territory
O
Territories can be created based on multiple criteria.
C
.
The Territory Manager is a tool that defines how people can
T be assigned,
O
for example, by geographical location.
P
S B
Territory
G
Territory A
Where country = USA
and State = Atlanta
Qualifiers
S
P
A
Mr Border
E
L
Miss Paterson
C
A Mrs Z
L
Where
country = USA
B
. and city = new york
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Resources
Mr Kevin
Mr Steve
Mr Jason
Raju Ch
Territories
It is used to create territories with service representatives assigned M

to
it. These territories are then related to a dispatcher group. The O
service
C
. Service
representatives assigned to the territory show up in the Field
T
Dispatch Center for the dispatcher.
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
L
selected.
.B
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8qualifiers for task assignment. These

It is also used to create territory
S
territory qualifiers are used
Pby the Schedule Advise UI and Advanced
Scheduler to retrieve aP
qualified service representative for a task.
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What is the Calendar?

What is the Calendar?
O and
The Calendar is a scheduling tool used to define and view available
C
.
unavailable times for a resource or group of resources.
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Roadmap

Task Creation
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Debrief
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Resource Manager
Administrative Tasks
Dispatch
Center
In the Dispatch Center, the field service planner can view all
M
O
incoming tasks within his or her responsibility and then assign these
.C
tasks to create a trip for each service representative.
Dispatch Center is the workbench for the planner/dispatcher.

It
S
G
consists of
L activities.
Plan Board to monitor or (re)schedule
B
.
Gantt chart to monitor or (re)schedule
activities.
8
8 against field service
Map displaying field activities
S
P
representatives
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Dispatch Center Plan Board Tab

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Notes End User Tasks

Assignment Options
M
The Dispatch Center integrates with the Assignment Manager, which
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assigns tasks to resources.
C
There are four options for scheduling:
.
T
P
The service technician is selected manually.
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Assisted: Based on territories.
G
O
Window To Promise:
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Unassisted:
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Notes
End User Tasks
How to Assign Task from
dispatcher
Dispatch Center displays tasks
Right Click on a task to Invoke Schedule Advise UI
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Schedule Advise UI
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Notes End User Tasks

Tasks Parts Requirements
Can Come a Task Template
Can be specified using the Parts Requirements UI from Dispatcher

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End User Tasks

Tabs in Dispatch Notes
Center
For Each Task
Summary
Service Request
(SR Type,Priority,Problem,Respond by,etc)
Product
L
(Desc,sl no ,Contract type,contract name,etc)
Contacts
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P
Address
Escalations
Parts
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End User Tasks

Resources Visible to aNotes
Dispatcher
Dispatcher belongs to a Dispatcher Group(CRM Foundation)
Territories (with corresponding resources) are assigned

.C to a
T
Dispatcher Group.
By Default these resources are visible for monitoring.

G
But to access other resources a different

L territory can be selected
from the Navigate/Tools Menu.
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Selecting Territories
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Dispatch Center Plan Board Tab
Provides information on Service Representatives schedule in a daily

M
view.
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With the Plan Board,you can:

O
P
View and optimize trips
S
G
Access calendars and service request details
O
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Assign tasks
B
.
Report time,materials,and expenses for performed tasks.
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Implementing
Resource
Dispatch Center
Gantt
TabManager
M
From the Gantt chart,you can:
O
View
daily schedules,with tasks shown with blue C
or with
.
red(escalated) bars,travel time shown transparently,
T
O
View progress on tasks for service representatives
P
S
View the task description
G
Move tasks from one service representatives to another
O
L
Access service request details
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Dispatch Center Gantt Tab
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Roadmap
Task Creation
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Debrief
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Field Service DebriefImplementing

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

M
material and expenses (TME) expended for Service tasks. TheO
field
service engineer prepares the debrief report after completion
.Cof a onsite
T
service task.
Field
Product Usage: Product usage can also

S be captured using
G can only be recorded
Counters in the Debrief Report. Counter readings
O base which have an
for customer products defined in the installed
L
counter assigned to them.
.B
Capturing
the Task Assignment

S Status:
P change is used to update the assignment
The Task Assignment status
P to inventory, installed base and charges.
status and push information
A
Updating
Raju Ch
Field Service Debrief How to

Navigate to FS Dispatcher and select a Task
M
Invoke
O
Right on a task in Dispatch Center
Click Debrief
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Field Service Debrief ReportM

Material
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Material Debrief
Information Captured are like :
Service Date
Service Activity Code
Item
Qty
A
Unit of Measure
E
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P
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Subinventory
Instance No
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Material Debrief Setup
Service Activity Code
Item should have Service Billable Flag set to Material

.C
O with them
Resources should have sub inventories associated
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Field Service Debrief ReportM

Expense
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Field Service Debrief Report-Labor

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Field
Service
Debrief
Report
M
Once the Task assignment status changes to Closed , all
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informations recorded (Material , Labor and Expenses) is.C

T
transmitted to the Charges Database.
In Charges these informations are checked

Oagainst any
Contract and finally used to generateB
anLInvoice(if
.
billable).
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Field Service Debrief Report
Viewing a Pro Forma Invoice:

M
Prior to sending an invoice to a customer after a debrief is completed,
O
C
you can review a summarized view of the invoice by using the.Field
T
Service Pro Forma Invoice feature.
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Product
Dependencies
Mandatory Dependencies
Oracle Human Resources
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Oracle Inventory
P
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Oracle Order Management
G
Oracle Service
O
L
Charges
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Install Base
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Mandatory Dependencies..contd
Oracle Common Application Components

Assignment Manager
O
P
Resource Manager
S
G
Territory Manager
O
Task Manager
L
.B
Escalation Manager
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Calendar
8
S
Notes
P
P
Interaction History
A
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Conditional Dependencies
.C
T
Oracle Spares Management

O
Oracle Contracts Core
P
Oracle Service Contracts
S
G
Navigation Technologies (Navtech) spatial data
O
L
Oracle Advanced Scheduler
B
.
Oracle CRM Gateway for Mobile Devices
8
8
Oracle Field Service/Laptop
S
P
Oracle Field Service/PalmTM
Devices
P
Oracle Field Service/Wireless
A
E Maintenance, Repair and Overhaul
Oracle Complex
L
Preventive Maintenance-Proactive
Field Service
Raju Ch
.C
T
The Preventive Maintenance solution can be used with Field
O
Service
P
S
and Contracts to provide proactive service to customers.
G
O and scheduling to the
Service requests generation, tasks allocation
L
appropriate resources with the right
parts can be done in
.B
anticipation of the service need.8
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Raju Ch
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Thank You
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http://oracleapps88.blogspot.

Oracle Field Service Process

Service Request Creation

Oracle Field Service Process

Service Request Creation

Oracle Field Service Overview

The Oracle Field Service suite supports an automated

and Schedule large number of geographically dispersed O

into technicians daily activities

Oracle Field Service Process

Knowledge Assignmnt Mgr

Oracle Field Service Process

Field Service Roles

Field Service Process --Service

request is validated against the customer, product

and assigned to a Service Request Owner.

knowledge base for a solution. As an.B

8a visit by a field service rep.

a field visit is required,

Service Request Screen

Service Request - Contacts M

Service Request Service

Oracle Field Service Process

Service Request Creation

Service Request - Tasks

What is a Task? What is a Task?

A task is the lowest unit of work.

L sorted, scheduled and

Tasks provide notification and

Task Manager Task

Creating new task types

Creating new task statuses

Task Manager Data

What is the Assignment

It is used to create territories with service representatives assigned M

8qualifiers for task assignment. These

What is the Calendar?

Oracle Field Service Process

Service Request Creation

Dispatch Center is the workbench for the planner/dispatcher.

Dispatch Center Plan Board Tab

Notes End User Tasks

Dispatch Center displays tasks

Right Click on a task to Invoke Schedule Advise UI

Notes End User Tasks

Can Come a Task Template

Can be specified using the Parts Requirements UI from Dispatcher

End User Tasks

For Each Task

End User Tasks

Territories (with corresponding resources) are assigned

By Default these resources are visible for monitoring.

But to access other resources a different

Dispatch Center Plan Board Tab

Provides information on Service Representatives schedule in a daily

With the Plan Board,you can:

Dispatch Center Gantt Tab

Oracle Field Service Process

Service Request Creation

Field Service DebriefImplementing

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

Product Usage: Product usage can also

the Task Assignment