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Once a field service request has been logged, you can use a rules-based engineer assignment system to ensure that the correct service personnel are sent to the customer site. Once you have selected an engineer, you can notify both the engineer and the customer about the planned field service visit. Alternatively, based on field service request parameters, you can move the request through a workflow-based resolution process that reflects your practices.

Additionally, you can use Oracle Service's messaging capability to facilitate communication amongst field engineers, customer service personnel, and customers. For example, before a field service visit, an engineer might send an email to your customer requesting additional information about the service request. Oracle Service can track all inbound and outbound communication associated with a service request to provide you with an event history.

Not only can service personnel log service request actions and the hours required to resolve each, but they can enter charge information. For example, field service personnel might use Oracle Service's billing functionality in conjunction with Order Entry/Shipping and Inventory to accomplish tasks such as the following:

• Log labor, material, and expenses incurred while resolving a field service request

• Decrement truck stocks automatically via material transactions

• Ship products not in their truck's stock to a customer site for use in resolving a field service request

• Perform upgrades, updates, replacements, or exchanges for customer products already installed at a customer site, and update the installed base automatically to reflect the products' current status

See Also

Dispatching Service Personnel

Overview of Service Billing