Oracle Field Service helps users by automating the process of dispatching field technicians to service calls in remote locations based on their qualification, availability, and geographic relevance.
The Oracle Field Service Dispatch Center is a one stop dashboard and workbench for dispatchers. It assists with planning, scheduling, committing, monitoring, and adjusting field service activities and schedules.
This chapter describes the following test flows in Oracle Field Service Dispatch Center:
Schedule Task with Intelligent Mode
Schedule Task with Autonomous Scheduler
Field service dispatcher role is assigned to Field Service Manager responsibility.
Logged in user, Operations, is assigned to Field Service Manager responsibility.
Table 4-1 Profile Options for Oracle Field Service Dispatch Center Flow
| Profile | Value |
|---|---|
|
CSF: Scheduler Active |
Yes |
|
CSF: Dispatch Center Auto Refresh Period |
0 |
Not applicable.
Not applicable.
Schedules a field service task from Dispatch Center in Intelligent Mode; uses territory qualifiers as the selection criteria for picking up the eligible resources. Creates a service request and a task of type Field Service for a customer and generates trips for all the resources before scheduling the task.
A resource with Field Service Technician role and associated to a territory and calendar.
Table 4-2 Profile Options Schedule Task with Intelligent Mode Flow
| Profile | Value |
|---|---|
|
CSF: Default Dispatch Center Display |
Detail Tabbed |
|
CSF: Default Scheduling Type |
Assisted |
|
CSF: Default Planned Task status for planned task |
Planned |
|
CSF: Default "In planning" task status |
In Planning |
Not applicable.
Not applicable.
Schedules all the tasks in the Inbox of Dispatch Center through background process, creates a service request and a field service task. The process is verified through the completion of concurrent request "Select and schedule tasks automatically".
A resource with Field Service Technician role and associated to a territory and calendar.
The scheduler rule dashboard contains a rule with the user login and with Preferred Territory Resources set to Yes.
Table 4-3 Profile Options for Schedule Task with Autonomous Scheduler Flow
| Profile | Value |
|---|---|
|
CSF: Default Planned Task status for planned task |
Planned |
|
CSF: Default "In planning" task status |
In Planning |
Table 4-4 Predefined Data for Schedule Task with Autonomous Scheduler Flow
| Window Name | Field Name | Field Value |
|---|---|---|
|
Window Name |
Field Name |
Field Value |
|
Create Service Request - Task Tab |
Task Type |
Dispatch |
Not applicable.
Oracle Field Service Portal has a full range of debrief capabilities to support call closure and reporting time, parts, and expenses associated with task execution.
This chapter describes the following test flows in Oracle Field Service Portal:
Post Debrief Install Lines
Field Service Technician Portal Receive Parts
At least one 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.
Table 4-5 Profile Options for Oracle Field Service Portal Flow
| Profile | Value |
|---|---|
|
MO: Default Operating Unit |
Vision Operations |
|
MO: Operating Unit |
Vision Operations |
Table 4-6 Predefined Data for Oracle Field Service Portal Flow
| Page Name | Field Name | Field Value |
|---|---|---|
|
Field Service Technician Dashboard |
Task Status |
Accepted |
Not applicable.
Creates debrief material install line with line type order for all the transactions where the item is installed at the customer site.
User assigned to sub inventory is provided with on hand quantity for the item used in the flow.
Business Process with a service activity code in Charges module.
Inventory accounting periods for the corresponding period of the flow in Open status.
The following setups for the item used as part of the flow in Inventory module:
The Service Billable attribute set to Material.
The Item Transactable check box is selected.
If the item used in the flow is a trackable item, the instance numbers are already generated.
Price lists associated with the item.
Table 4-7 Profile Options for Post Debrief Install Lines Flow
| Profile | Value |
|---|---|
|
CSF: Disable HTML Debrief |
No |
|
CSF: Default Debrief Business Process |
Field Service |
|
CSF: Default Debrief Service Activity Code |
Install |
|
CSF: Inventory Organization ID |
Vision Operations |
Table 4-8 Predefined Data for Post Debrief Install Lines Flow
| Page Name | Field Name | Field Value |
|---|---|---|
|
Update Task Debrief tab |
Debrief Status |
Completed |
Not applicable.
Field Service Technician Portal Receive Parts functionality supports receiving parts to the destination sub-inventory in one transaction. This transaction receives the quantity to a default destination sub-inventory.
Shipping network setup between source and destination organizations.
Internal Order Required check box is selected.
Source to destination (exact or region) entry in delivery time UI.
In Planners Desktop, warehouse is defined as Manned.
Table 4-9 Profile Options for Field Service Technician Portal Receive Parts Flow
| Profile | Value |
|---|---|
|
CSP: Part Search Method |
Inventory |
Table 4-10 Predefined Data for Field Service Technician Portal Receive Parts Flow
| Page Name | Field Name | Field Value |
|---|---|---|
|
Part Requirement |
Status |
Ordered |
|
Inbound Reservations and Orders |
Confirmation message |
Parts received successfully |
Not applicable.
Oracle Field Service Wireless is for field service representatives using mobile devices that have a continuous connection to the CRM enterprise applications. The field service representatives connect to this application by choosing a URL on their mobile device's web browser. Once connected to the database, users interact with the browser based application on the mobile device.
This chapter describes the following test flows in Oracle Field Service Wireless:
Post Debrief Labor Lines
Create Reservation Parts Search
None.
Not applicable.
Not applicable.
Not applicable.
Creates and posts a debrief labor line from Field Service Wireless application to record time spent on a task by the technician.
Business process with a service activity code in Charges module.
Table 4-11 Profile Options for Post Debrief Labor Lines Flow
| Profile | Value |
|---|---|
|
CSF: Allow Overlapping Labor Lines for Debrief |
Yes |
|
CSF:Default Service Activity Code for Labor |
FS_Labor |
|
CSF: Debrief Service Date Validation |
Between service request incident time and current time |
Table 4-12 Predefined Data for Post Debrief Labor Lines Flow
| Page Name | Field Name | Field Value |
|---|---|---|
|
Labor Line |
Debrief Status |
Completed |
Not applicable.
Sourcing of parts for a task can be done through either Internal Order or Reservation. When the parts requested for a task are available in the Technician trunk itself, then reservation should be created. This ensures that the part is forbidden for usage in other tasks.
Shipping network between source and destination organizations.
Internal Order Required check box is deselected in Shipping Network form.
Source to destination (exact or region) entry in Delivery Time UI.
In Planners Desktop, warehouse is defined as Manned.
Table 4-13 Profile Options for Create Reservation Parts Search Flow
| Profile | Value |
|---|---|
|
CSP: Part Search Method |
Inventory |
Table 4-14 Predefined Data for Create Reservation Parts Search Flow
| Page Name | Field Name | Field Value |
|---|---|---|
|
Parts Search |
Order Status |
Item Reserved |
Not applicable.