Oracle Field Service

Oracle Field Service:

Typical Field Service flow involves:

• Service Call Intake

• Execution Mode

o Technical Support – Typically a call center to handle requests

o Field Service – Technician sent to the customer’s location

o Depot Repair – Damaged product is sent to the repair depot for repair

• Service Execution and Closure

The flow for Field Service starts with

• Receiving Customer Call

• Capturing Service Request Info

• Verifying SLA’s/Entitlements/Contracts

• Identify potential solutions

• Creating Service Request (SR)

• Receiving SR in Field Service Dispatch Center

The Service Execution piece involves the following tasks

• Creating Field Service Task

• Scheduling Field Service Task

• Executing Field Service Task

• Debrief Field Service Task

• Close Task and SR

Setups:

Create  a new Territory

• Under Field Service Manager, Vision Operations navigate to Territory page

• Field Service Setup -> CRM Foundation -> Territory Manager -> Territory Administration -> Territories

o Operating Unit – > Vision Operations

o Usage – > Service

o View – Active On – Today’s date

• Hit Go

• Click on the + icon to add a territory

• Click on Create

• Select General Service as Select Territory Type

• Enter the Territory Name and Description

• Rank – This enables a resource to win if task falls under multiple territories

• Winners – this is only enabled on the parent

• Start Date and End date are entered

Assign Resources:

• Add a new row

• Resource Type as Individual

• Name as desired

• Service Request and Task – Default

• Service Request – Default

• Task Default

Define Geography

• Enter City Name – Cupertino

• Add Task Type

Assigning the New Territory to a Planner Group

• Navigate to Assign Territories to Planner Group Window and set it up as Dispatch

• Add Territory to Planner Group

Need to Assign Synchronize Territory Assignment Rules Program to the Responsibility

Resp is System Administrator

Setting up a Field Service Dispatch

• Create Employee Resource

• Create Application user for Employee

• Import the resource into CRM

• Assign Dispatcher role and role type to Dispatcher resource

• Assign Dispatch to a Planner Group

• Login as Dispatcher and Associate Territories to the Dispatcher

Defining of shifts:

Assigning Resources to the calendar:

• Goto Field Service setup

• CRM Foundation – > Calendar – > Assign Resources

• Add resource to the existing calendar

Assign the Resource to the Territory

• Goto Field Service setup

• CRM Foundation – > Territory Manager – > Territory Administration – > Territories

Adding the resource to the territory

Assigning a resource to a different territory so he could potentially be part of multiple territories

Run the concurrent program – Synchronize Territory Assignment rulespic 25

Run the concurrent program – Generate Field Srvice Trips Program

• Navigate to Field Service Setup

• Generate Field Service Trips

Here is the view of the Dispatch Center

Assigning Spares Addresses and Sub Inventories – Updating the Profile Class

Navigation: Receivable, Vision Operations> Customers> Profile Class

Enter the address involved:

Associate sub-inventories to the new technician:

Assigning Skills to a resource:

Navigation:  Field Service Manager, Vision Operations> Field Service Dispatcher> Skill Management

Defining Skills

Assign skill to resource

 Switch View – This helps identifying the list of resources with specific skills

Setting up a non-employee Field Service Technician:

Steps involved here are:

• Create Non-Employee Resource

• Create Application User for employee

• Import Supplier contact into Resource Manager

• Review Shifts assigned to a Calendar

• Assign Resource to a Calendar

• Assign Resource to a Territory

• Run the Synchronized Territory Assignment Rules Program

• Run the Generate Field Service Trips Program

• View Field Technician in Plan Board

Creating Supplier

Create Address:

 

Updating Contact Directory

Importing Field Service Employee into Resource Manager

Setting Resource Attributes:

 Importing Field Service Employee into Resource Manager

Navigate to Select Resources to Import Window

Field Service Setup -> CRM Foundation -> Resource Manager -> Maintain Resources -> Import Resources

Define Shifts:

Field Service Setup – > CRM Foundation -> Calendar -> Calendar Setup -> Define Shift

Assign Resource to Calendar:

Field Service Setup-> CRM Foundation -> Calendar -> Calendar Setup-> Assign Resources

Assign Resource to the Territory:

Field Service Setup -> CRM Foundation -> Territory Manager -> Territory Administration -> Territories

Field Service Dispatch Center:

The Field Service Dispatch Center Screen

Create Service Request:

Responsibility is Customer Support, Vision Operations

Service Request – Create Service Request

 Generate the task:

Customizing Field Service Dispatch Center for Territories and Task Color

Navigate to Field Service Dispatch Center – > Field Service Dispatcher -> Dispatch Center

Navigate Select Territories and Task Owners