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:
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
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
