Oracle Mobile Field Service User Guide Release 12.1 Part Number E12791-04

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Oracle Mobile Field Service User Guide

Contents

Title and Copyright Information

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Preface

Overview Oracle Mobile Field Service

Understanding Oracle Mobile Field Service

Overview of Oracle Mobile Field Service

Overview of the Oracle Field Service Suite

Oracle Field Service Process Flow

Oracle Mobile Field Service Store and Forward - Laptop and Pocket PC (Offline)

Using Oracle Mobile Field Service Store and Forward - Pocket PC

Introduction

Application Overview

Navigation Path of Oracle Mobile Field Service Store and Forward - Pocket PC

Launching Oracle Mobile Field Service Store and Forward - Pocket PC

Using Global Functionality

Configurable Display

Data Search and Sort Capabilities

Working with the Task List

Viewing a Past or Future Task List

Viewing and Updating Task Information

Viewing a Task Attachment

Uploading Attachments

Creating a Task

Creating a Personal Task

Working with Service Requests

Accessing the Knowledge Base

Creating and Viewing a Note

Making a Query

Performing a Part Search

Using Radius Search

Ordering Parts

Receiving Parts

Getting Driving Directions

Performing Debrief Reporting

Obtaining an Electronic Signature

Counter Readings

Managing Spare Parts

Viewing Customer Information

Viewing Customer Product Information

Using Messaging

Automatically Synchronizing with the Enterprise System

Manually Synchronizing with the Enterprise System

Changing Passwords

Closing the Application

Using Oracle Mobile Field Service Store and Forward - Laptop Technicians Dashboard

Introduction

Launching and Synchronizing Oracle Mobile Field Service Store and Forward - Laptop

Understanding the Field Service Technician Dashboard

Using Simple Search and Advanced Search

Assigning Unassigned Tasks to Technicians

Viewing and Opening Tasks

Performing Debrief

Setting Counters and Counter Properties

Creating and Viewing Notes

Ordering Parts for a Specific Task

Ordering Parts for Trunk Stock

Viewing Parts Order Details

Transferring Parts Between Sub-Inventories

Viewing the Technicians Calendar

Creating a Personal Task

Creating Service Requests

Viewing Customer Information

Viewing Install Base Information

Viewing and Sending Messages

Viewing Contract Information

Viewing Service History

Viewing and Changing Service Request Information

Understanding Task Creation

Creating a Task Based on an Existing Task

Creating a Task Based on an Existing Service Request

Viewing a Service Request Attachment

Uploading Attachments

Logging Out

Using Oracle Mobile Field Service Store and Forward - Laptop Administrators Dashboard

Introduction

Launching and Synchronizing Oracle Mobile Field Service Store and Forward - Laptop

Understanding the Field Service Administrator Dashboard

Activating and Disabling Members of a Multiple User Laptop Group

Creating Service Requests

Assigning Unassigned Tasks

Assigning Multiple Resources to a Task

Reassigning Tasks

Viewing and Sending Messages

Setting Up File-Based Synchronization

Using an E-Mail Interface for Mobile Queries

E-Mail Mobile Queries

Oracle Mobile Field Service - Wireless and Voice (Online)

Using Oracle Mobile Field Service - Wireless

Introduction

Getting Started

Viewing, Managing, and Updating Your Tasks

Viewing Today’s Tasks

Performing a Task Search

Updating an Existing Task

Recording Counter Readings

Adding Debrief Lines to a Task

Creating a Service Request

Creating a Service Request from the Main Menu

Creating a Follow-Up Task

Understanding Scheduling Tasks

Starting Self-Assigned Tasks Immediately

Self-Scheduling Tasks

Using Window to Promise to Schedule Tasks

Using the Intelligent Mode to Schedule Tasks

Viewing Install Base Product Configuration

Making Mobile Queries

Performing a Parts Search

Using Radius Search Capabilities

Ordering Parts

Creating an Internal Transfer

Creating a Move Order

Creating an Internal Order

Receiving Parts

Returning Parts

Accessing the Knowledge Base

Getting Driving Directions

Viewing and Saving an Offline Schedule

Managing Receipt of Shipments

Changing Passwords

Selecting Preferences

Using Mobile Field Service - Voice

Wireless Tasks Supported by Voice Devices

Key Task Flows Using Voice Devices

Oracle Mobile Field Service Notifications

Using Mobile Field Service Notifications

Using Notifications

Scheduling and Completing Tasks

Introduction

Conform to the Schedule

Order of Task Completion

General Operating Rules

Index

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