The Field Service Dispatch Center feature assists dispatcher to schedule tasks and monitor the schedules for service representatives. Dispatch Center is a dashboard for handling all the dispatching functions. It provides many features, such as, Plan Board, Interactive Gantt Chart, and Map and Schedule Management.
This section provides information on the common prerequisites, profile options, and data setups required for executing the Field Service Dispatch Center flows. Flow specific requirements are documented along with each flow in the subsequent sections.
None.
The following profile options must be set:
| Profile Option Name | Profile Option Value |
|---|---|
| CSF: Scheduler Active | Yes |
| CSF: Dispatch Center Auto Refresh Period | 0 |
Not applicable.
Not applicable.
The Scheduling a Task with Access Hours flow schedules field service tasks from the Dispatch Center with access hours constraints. Access hours constraints can be set up for a customer, customer site, or location, and can be set up for different time slots (ranges) that apply to different days of the week.
This flow verifies the following:
Creation of a service request and a task.
Assignment of access hours to the task.
Launching of Field Service Dispatch Center.
Scheduling of the task to an eligible technician in the time slot of the access hour.
This section provides information on prerequisites, profile options, and data setups required to execute the Scheduling a Task with Access Hours flow.
Task_With_Access_Hours
None.
The following profile options must be set:
| Profile Option Name | Profile Option Value | Level |
|---|---|---|
| CSF: Default "In planning" task status | In Planning | Site |
| CSF: Default Accepted Task Status | Accepted | Site |
| CSF: Default Scheduling Type | Assisted | Site |
| CSF: Default Effort | 2 | Site |
| CSF: Default Effort UOM | Hour | Site |
| CSF: Default commit task status | Assigned | Site |
| CSF: Default Working task status | Working | Site |
| CSF: Default Planned Task Status for Planned Task | Assigned | User |
The following predefined data must be used:
| Page Name | Field Name | Field Value |
|---|---|---|
| Create Service Request Task tab tab | Type | Dispatch |
| Create Service Request Task tab | Status | In Planning |
| Create Service Request | Name | Total Internet |
| Create Service Request | Number | 1008 |
The following data must be set up:
| Page Name | Field Name | Field Value |
|---|---|---|
| Schedule Task Preferences tab | Resource Suggestion | Avery, Ms. Felicia |
Oracle Field Service provides a process for the dispatcher to record the customer confirmation prior to scheduling the task. Confirmation must be received before the task can be committed. A customer-confirmed visit cannot be modified without the approval of the customer, although the dispatcher can change the task confirmation status from Received to Required. When the task status is set to Required, the task cannot directly be rescheduled, canceled, or removed from a plan. The dispatcher must first undo the customer confirmation.
The Update Task with Customer Confirmation flow performs the following actions:
Creates a service request and a task.
Launches the Dispatch Center.
Enables customer confirmation on a task.
This section provides information on prerequisites, profile options, and data setups required to execute the Update Task with Customer Confirmation flow.
Task_With_Customer_Confirmation
The following are the prerequisites for executing this flow:
Task assignment statuses are defined in the Task Assignment module.
Transition mapping is done for the task assignment statuses, from In Planning to Assigned to Accepted.
The following profile options must be set:
| Profile Option Name | Profile Option Value | Level |
|---|---|---|
| CSF: Default Unscheduled task status | In Planning | Site |
The following predefined data must be used:
| Page Name | Field Name | Field Value |
|---|---|---|
| Create Service Request Task tab | Type | Dispatch |
| Create Service Request Task tab | Status | In Planning |
| Create Service Request | Name | Total Internet |
| Create Service Request | Number | 1008 |
Not applicable.
Field Service tasks are often associated with required skills, such as, language and operating system. Field Service technician is also associated with a set of skills and proficiency level.
While scheduling a task in the Dispatch Center, a field service task requiring a specific skill is matched against technicians with corresponding skill and degree of expertise.
The Scheduling Task with Skills flow performs the following actions:
Creates a service request and a task.
Assigns skills to a task.
Launches Dispatch Center.
Schedules the task for an eligible technician.
This section provides information on prerequisites, profile options, and data setups required to execute the Scheduling Task with Skills flow.
Schedule_Task_With_Skills_Criteria
None.
The following profile options must be set:
| Profile Option Name | Profile Option Value | Level |
|---|---|---|
| CSF: Skill Level Match | Equal to | Site |
| CSF: Override Task Skill Requirement for rescheduling in Scheduling Chart | No | Site |
| CSF: Default Skill Level Copy for Service Request Item | Standard | Site |
| CSF: Copy Service Request Item to Task Skill Requirements | No | Site |
| CSF: Copy Service Request Item Category to Task Skill Requirements | No | Site |
The following predefined data must be used:
| Page Name | Field Name | Field Value |
|---|---|---|
| Create Service Request Task tab | Type | Dispatch |
| Create Service Request Task tab | Status | In Planning |
| Create Service Request | Name | Total Internet |
| Create Service Request | Number | 1008 |
The following data must be set up:
| Page Name | Field Name | Field Value |
|---|---|---|
| Skill Management Resource tab | Type | Employee Resource |
| Skill Management Resource tab | Name | Avery, Ms. Felicia |
| Skill Management Resource tab skills | Language | Language |
| Skill Management Resource tab skills | Name | Spanish |
| Skill Management Resource tab skills | Level | Trainee (1) |
Oracle Advanced Scheduler is equipped with an optimization engine to refine technician schedules after the initial schedule has been created. The optimization engine searches for tasks, and reschedules or reassigns tasks to optimize or reduce the cost in the schedule or trip.
This section provides information on prerequisites, profile options, and data setups required to execute the Optimizing Technician Trips flow.
Optimization_Across_Trips
None.
Not applicable.
The following predefined data must be used:
| Page Name | Field Name | Field Value |
|---|---|---|
| Create Service Request Task tab | Type | Dispatch |
| Create Service Request Task tab | Status | In Planning |
| Create Service Request | Name | Total Internet |
| Create Service Request | Number | 1008 |
The following data must be set up:
| Page Name | Field Name | Field Value |
|---|---|---|
| Scheduler Rule Configurator Scheduler Parameters | Optimizer Minimum Success Percentage | 20 |
The Field Service Portal feature has a full range of debrief capabilities to support call closure and reporting time, parts, and expenses associated with task execution.
This section provides information on the common prerequisites, profile options, and data setups required for executing the Field Service Portal flows. Flow specific requirements are documented along with each flow in the subsequent sections.
The following are the prerequisites for executing the Field Service Portal flows:
A resource with Field Service Technician role and Field Service Technician Portal responsibility.
A resource associated with the user ID and added to the calendar and territory.
The following profile options must be set:
| Profile Option Name | Profile Option Value |
|---|---|
| MO: Default Operating Unit | Vision Operations |
| MO: Operating Unit | Vision Operations |
The following predefined data must be used:
| Page Name | Field Name | Field Value |
|---|---|---|
| Field Service Technician Dashboard | Task Status | Accepted |
Not applicable.
Technicians can log a new service request to address a customer issue that was not addressed in the original service request. The Field Service Technician Portal Dashboard provides a direct link to create a service request by using existing service request identifiers, such as, account name, customer number, item serial number, or instance address.
The Restrict Service Request Creation to the Sites where the Technician is Scheduled to Work flow verifies that a technician can create a service request for the sites where the technician is scheduled to work based on a profile setting in the Field Service Technician Portal.
This section provides information on prerequisites, profile options, and data setups required to execute the Restrict Service Request Creation to the Sites Where the Technician is Scheduled to Work flow.
Restrict_Service_Request_Creation_Site
None.
The following profile options must be set:
| Profile Option Name | Profile Option Value | Level |
|---|---|---|
| CSF: Restrict Service Request Creation to Scheduled Sites | Yes | User |
Not applicable.
Not applicable.
Resolution codes provide a uniform way for technicians to specify how a service request is resolved. A technician can specify a resolution code for a service request using the Resolution Code list of values.
The Mandatory Resolution Code flow checks if the resolution code is added to a service request when technicians change the assignment status to Completed or Closed.
This section provides information on prerequisites, profile options, and data setups required to execute the Mandatory Resolution Code flow.
Mandatory_Resolution_Code
The following are the prerequisites for executing this flow:
Task assignment statuses are defined in the Task Assignment module.
Transition mapping is done for the task assignment statuses from In Planning to Assigned to Accepted.
The following profile options must be set:
| Profile Option Name | Profile Option Value | Level |
|---|---|---|
| CSF: Mandatory Resolution Code | Yes | User |
| CSF: Mandatory Labor Debrief | No | User |
The following predefined data must be used:
| Page Name | Field Name | Field Value |
|---|---|---|
| Field Service Technician Dashboard | Assignment Status | Accepted |
Not applicable.
At times technicians may skip entering debrief data and try to change the task status to Completed or Closed in the Field Service application, which leads to charge lines not being created and a loss in revenue. This can be avoided by setting the value of the CSF: Mandatory Labor Debrief profile option to Yes so that technicians cannot complete or close a task until a labor line is added in debrief.
The Creation of Mandatory Debrief Labor Lines flow checks if the debrief data is added when technicians change the task status to Completed or Closed.
This section provides information on prerequisites, profile options, and data setups required to execute the Creation of Mandatory Debrief Labor Lines flow.
Debrief_Mandatory_Labor_Debrief_Lines
The following is the prerequisites for executing this flow:
Business process is defined with a service activity code in the Charges module.
The following profile options must be set:
| Profile Option Name | Profile Option Value | Level |
|---|---|---|
| CSF: Mandatory Labor Debrief | Yes | User |
The following predefined data must be used:
| Page Name | Field Name | Field Value |
|---|---|---|
| Update Task Debrief tab | Assignment Status | Accepted |
The following data must be set up:
| Page Name | Field Name | Field Value |
|---|---|---|
| Update Task Debrief tab | Business Process | Field Service |
| Update Task Debrief tab | Service Activity | Calibrate |
| Update Task Debrief tab | Item | FSLabor |
Reporting recovered items is necessary to plan supply of service parts, maintain the installed base, and create invoice for the material used. Material information is entered at line level which updates Oracle Inventory, Install Base, and Charges for that specific line when it is posted.
The Creation and Posting of Debrief Return Lines flow performs the following:
• Creates a service request and a task.
Assigns the task to a field service technician.
Launches the Field Service Technician Portal responsibility.
Creates a debrief return line.
Changes the assignment status to Completed to post the debrief return line.
This section provides information on prerequisites, profile options, and data setups required to execute the Creation and Posting of Debrief Return Lines flow.
Post_Debrief_Return_Lines
The following are the prerequisites for executing this flow:
The logged in user is assigned to a valid subinventory.
A finished good item exists. The item must be Transactable, Billable, with on hand quantity, instances and is associated with a price list.
A business process with a service activity code.
Open inventory accounting periods.
The following profile options must be set:
| Profile Option Name | Profile Option Value | Level |
|---|---|---|
| CSF: Disable debrief HTML | No | Site |
| CSF: Default Business Process | Field Service | User |
| CSF: Default Debrief Service Activity Code | Install | User |
| CSF: Inventory Validation Org | Vision Operations | Site |
| CSF: Mandatory Labor Debrief | No | User |
The following predefined data must be used:
| Page Name | Field Name | Field Value |
|---|---|---|
| Update Task Debrief tab | Assignment Status | Accepted |
| Update Task Debrief tab | Debrief Status | Completed |
| Update Task Debrief tab | Subinventory | D2.DF Truck1 |
The following data must be set up:
| Page Name | Field Name | Field Value |
|---|---|---|
| Update Task Debrief tab | Business Process | Field Service |
| Update Task Debrief tab | Service Activity | Return |
| Update Task Debrief tab | Item | FS54888 |
| Update Task Debrief tab | UOM | Ea |
A follow-up task is created in the Field Service Technician Portal when the technician finds missing parts in the trunk stock, when the task in hand requires a different skill set, or when a new issue is found at the customer site. When the task is assigned to a technician, a time slot is reserved for the customer using the Window to Promise option with the planned start and end dates. However, the task can be reassigned to another resource.
This section provides information on prerequisites, profile options, and data setups required to execute the Follow-up Task Scheduling Using the Window to Promise (WTP) Option flow.
Scheduling_FollowUp_WTP
None.
Not applicable.
The following predefined data must be used:
| Page Name | Field Name | Field Value |
|---|---|---|
| Create Follow-Up Task | Priority | High |
| Create Follow-Up Task | Type | Dispatch |
| Create Follow-Up Task | Status | In Planning |
Not applicable.
The Field Service Wireless feature is used by field service representatives using mobile devices that are continuously connected to the CRM enterprise applications. The field service representatives connect to this application by specifying a URL on their mobile device’s web browser. Once connected to the database, users interact with the application on the mobile device.
This section provides information on the common prerequisites, profile options, and data setups required for executing the Field Service Wireless flows. Flow specific requirements are documented along with each flow in the subsequent sections.
None.
Not applicable.
Not applicable.
Not applicable.
Using the Field Service Wireless feature, a technician can order parts to replenish the trunk stock or to meet a specific need for a particular customer. The ordering process is closely integrated with the search process, and automates the creation of the order. Technicians can create an internal order if their parts search includes warehouses that are located within the same organization as their default subinventory.
Technicians can also include substitute and superseded parts in the search by selecting the Alternate Parts check box.
Creating Internal Order Manually flow verifies the creation of an internal order for a required item through Parts Search using the Wireless feature.
This section provides information on prerequisites, profile options, and data setups required to execute the Creating Internal Order Manually flow.
Create_Internal_Order_Manual
The following are the prerequisites for executing this flow:
Source is a manned warehouse.
A technician is assigned to a subinventory and a primary address.
A shipping network is defined between source and destination organization.
An item is assigned in both source and destination organizations.
The following profile options must be set:
| Profile Option Name | Profile Option Value | Level |
|---|---|---|
| CSP: Initial Status of Internal Order for Parts Requirement | Booked | User |
| CSP: Parts Requirement Default Ship To Address | Technician Address | User |
| CSP: Part Search Method | Inventory | Site |
The following predefined data must be used:
| Page Name | Field Name | Field Value |
|---|---|---|
| Parts Search | Item | FS54888 |
The following data must be set up:
| Page Name | Field Name | Field Value |
|---|---|---|
| Parts Search | Item | FS54888 |
| Planning | Organization | Seattle Manufacturing (Manned Warehouse) |
| Planning | Stocking Site Type | Manned warehouse |
| Resource Addresses and Subinventories | Address | 275 Bonita Ln1, Primary addr, FOSTER CITY, CA 94404 |
| Resource Addresses and Subinventories | Organization | FST (Field Service Technician Warehouse) |
| Resource Addresses and Subinventories | Subinventory | FS_Truck6(Usable Subinventory in FST) |
Reporting installed items is necessary to plan the supply of service parts, to maintain the installed base, and to create invoices for the material used. Material information is entered at the line level to update Oracle Inventory, Install Base, and Charges for the specific line.
The Creation and Posting of Debrief Install Lines flow performs the following actions:
Creates a service request and a task.
Assigns the task to a field service technician.
Launches the application.
Creates a debrief install line.
Changes the assignment status to Completed to post the debrief install line.
This section provides information on prerequisites, profile options, and data setups required to execute the Creation and Posting of Debrief Install Lines flow.
Post_Debrief_Install_Lines_FSWL
The following are the prerequisites for executing this flow:
User is assigned to a valid subinventory, which is provided with available on hand quantity for the item used in the flow.
Business process is defined with a valid service activity code in the Charges module.
Inventory accounting periods are open for the corresponding period of the flow.
Below mentioned default item properties are set for the item used as part of the flow in inventory module:
The Service Billable attribute is set to Material.
The Item Transactable check box is selected.
If the item used in the flow is a trackable item, the instance number is already generated.
Price lists are associated with the item.
The following profile options must be set:
| Profile Option Name | Profile Option Value | Level |
|---|---|---|
| CSF: Default Business Process | Field Service | User |
| CSF: Default Debrief Service Activity Code | Install | User |
| CSF: Inventory Validation Org | Vision Operations | Site |
The following predefined data must be used:
| Page Name | Field Name | Field Value |
|---|---|---|
| Task Details | Assignment Status | Accepted |
| Material Line | Subinventory | FST.FS_Truck7 |
The following data must be set up:
| Page Name | Field Name | Field Value |
|---|---|---|
| Material Line | Business Process | Field Service |
| Material Line | Service Activity | Return |
| Material Line | Item | FS54888 |