About User Profiles for Siebel Field Service Integration to Oracle Field Service

User profiles apply to the business functions of the integration that do not include technical functions, such as installation or system administration. For more information about field service tasks that you perform using Siebel Business Applications, see other chapters of this guide.

The major user profiles for this integration are as follows:

• Business administrator.Responsible for performing business administration tasks in the Siebel Business Applications (Siebel Service, with Siebel Field Service) and in Oracle Field Service. Tasks for the Siebel application include employee administration, schedule administration, and address administration.

  Tasks for Oracle Field Service include shift template administration, Resource Management, Shift Management and so on.

  Most deployments have from one to ten business administrators.

• Dispatcher.Responsible for dispatch management, shift management, and resource management,the dispatcher will typically perform these tasks in the Oracle Field Service. For example, If an activity could not be scheduled due to non-availability of resources, such activities will be mapped at the bucket level and the dispatcher will have to manually schedule the activity depending on priority and other details.

  Typically, each service region has one or two dispatchers.

• Call center agent or customer service representative. Responsible for handling calls in the call center or other customer communications. Agents determine whether they must deploy a field service engineer to the customer location, and can book a suitable appointment for a field service engineer to visit the customer.

  The number of agents varies widely by deployment and commonly includes from ten to ten thousand agents. A typical number of agents is several hundred.

• Field service engineer.Responsible for performing assigned service activities at customer sites or other locations. These people create and manage data on remote devices using Mobile applications.

  The number of field service engineers varies widely by deployment and commonly includes from a few hundred to a few thousand engineers.