Oracle Field Service User Guide

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Preface

Understanding Field Service

Introduction to the Field Service Suite

Field Service Integration with the E-Business Suite

Field Service Business Models

Preventive Maintenance Programs

Task Status and Task Assignment Status Flow

Creating Service Requests and Field Service Tasks

Overview: Service Request and Task Creation

Overview: Dispatch Center

Marking Tasks for Customer Confirmation

Defining Customer Access and After Hours Constraints

Creating and Submitting Charges

Creating Task Dependencies

Overview: Parts Search and Ordering

Creating Parts Requirements Automatically for Tasks

Viewing and Manually Creating Parts Requirements

Receiving Parts from the Dispatch Center

Creating Follow-up Tasks from the Dispatch Center

Understanding Skills Management

Overview of Understanding Skills Management

Assigning Skills to Tasks

Assigning Skills to Task Templates

Associating Skills to Technicians

Scheduling Field Service Tasks

Overview: Call Center Booking

Overview: Schedule Task Window

Accessing the Schedule Task Window

Specifying Preferences for Scheduling Tasks

Selecting a Scheduler Option

Using Interactive Scheduling

Scheduling Using the Intelligent Option

Scheduling Using the Window to Promise Option

Scheduling Using the Assisted Option

Scheduling Tasks Automatically

Launching Autonomous Scheduler

Supporting Location Time Zones

Managing Field Service Task Schedules

Introducing the Dispatch Center

Populating the Dispatch Center Tasks List Table

Working with Tasks

Tabs

Viewing Service Request Details

Viewing Service History

Maintaining the Task Assignment Status for a Technician

Unscheduling Tasks

Tasks Rejected by Autonomous Scheduler

Working with Resources

Working with the Plan Board View

Working with the Gantt View

Viewing Resource Details

Viewing Technicians HTML Calendars

Working with the Map View

Overview: Invalid Addresses

Correcting and Validating Addresses

Submitting the Find Invalid Addresses Concurrent Program

Geotesting and Reverse Geocoding

Committing Schedules

Releasing Work to the Field - Interactive Process

Releasing Work to the Field - Concurrent Program

Rescheduling Tasks

Rescheduling a Scheduled Task from the Plan Board

Rescheduling a Scheduled Task from the Gantt View

Rescheduling a Scheduled Task from the Tasks View

Rescheduling Tasks Longer Than a Standard Shift Duration

Unscheduling a Scheduled Task

Canceling a Scheduled Task

Rescheduling, Unscheduling, or Canceling a Task With Debriefed Timings

Managing Field Service Technician Trips

Overview of Managing Field Service Technician Trips

Creating Trips from Existing Shift Patterns within the Dispatch Center

Creating Trips within the Dispatch Center when No Shift Patterns Exist

Updating Trips within the Dispatch Center

Creating Trips with Different Departure and Arrival Addresses

Deleting a Trip within the Dispatch Center

Manage Field Service Technician Availability

Blocking Technician Trips

Unblocking Technician Trips

Optimizing Technician Trips

Reserving Technician Personal Time

Recalculating a Trip

Recalculating All Trips

Using Maps in the Field Service Dispatch Center

Understanding the Map Integration

Viewing Technician Location and Trip

Viewing Selected Tasks and All Technician Locations

Viewing Territory Tasks and All Technician Locations

Plotting Eligible Technicians for a Task

Using Guided Maps in Field Service

Understanding the Tool Tip Details

Receiving and Accepting Work Assignments

Explaining the Elements of the Field Service Technician Dashboard

Explaining Quick Links to Key Processes

Customizing Dashboard Views

Personalizing an Existing View

Creating a New View

Viewing the Technicians Calendar

Viewing Tasks on Maps

Receiving Work Tasks

Understanding Task Updates

Understanding the Update Task Page

Updating Task Assignment Status

Accepting or Rejecting Tasks

Ordering Parts for Trunk Stock

Ordering Parts for a Specific Task

Managing Trunk Stock

Receiving Shipments

Starting Work

Viewing Service Request Details

Viewing Parts Requirements

Creating Service Requests

Debriefing Work Completion

Understanding Debrief Procedures

Capturing Travel Information

Adding a Labor Line

Adding a Material Line

Using Loaner Transactions

Adding an Expense Line

Recording Counter Readings

Updating Task Details and Notes

Viewing a Pro Forma Invoice

Searching e-Record Evidence Store

Updating Owned Asset Install Base Records

Reverse Logistics

Using Parts Return

Viewing Transaction History

Scheduling Tasks

Creating and Scheduling Follow-Up Tasks

Reviewing Debrief and Billing

Overview: Administrator Portal Dashboard

Querying Technician Schedules

Reviewing and Correcting Debrief Information

Reviewing, Correcting, and Submitting Charges

Windows/Pages and Navigation Paths

Overview of Field Service Windows/Pages and Navigation Paths

Windows/Pages and Navigator Paths

Index

Oracle Field Service User Guide

Contents