Field Service Dispatch Process Flow
Setup
Before you enter field service requests, define the service group and support level combinations that categorize your field service personnel by skill and ability. Service groups are a means of loosely grouping together field service personnel; support levels indicate varying grades or skills. You can associate one or many support levels with each service group. In the Dispatch Rules window, specify rules to match service group/support level combinations with particular customers, products, and geographical locations. These rules will be used when you dispatch personnel to address service requests. Also, define action types, statuses, problem codes, and resolution codes for your field service requests.
Service Request Entry and Personnel Dispatch
When a service request is logged, enter a service request action to follow up on the request. Dispatch your personnel to resolve the request, either manually or according to the dispatch rules you have defined. After you assign personnel to a service request action, you can launch a customized workflow process (if you have associated one with the action type) to coordinate notifications and instructions for the appropriate employees.
Resolution and Billing
You can bill your customer for labor, materials, and expenses while addressing a service request or after resolving one. Use the Field Service transaction group in the Charges window when you enter charge details. Keep track of materials used in resolving the request by entering information in the Transactions window. When you submit a charge as a sales order, billing information interfaces with Oracle Order Entry/Shipping to be passed to Oracle Receivables, and material transaction information interfaces with Oracle Inventory.
See Also
Setting Up Field Service Personnel
Setting Up Support Levels
Setting Up Service Groups
Setting Up Dispatch Rules
Entering Service Requests
Entering Service Request Actions
Dispatching Service Personnel
Overview of Service Request and Action Workflows
Entering Charges
Material Transactions for Depot Repair and Field Service
