1. Field Service Integration to Oracle Real-Time Scheduler Implementation Guide
  2. Application Process Flows That This Integration Supports

Application Process Flows That This Integration Supports

The following illustrates the application process flows that this integration supports.

Application Process Flows That This Integration Supports: This image is described in the surrounding text.

Explanation of Callouts

This integration supports the following application process flows:

  1. Appointment booking. Includes the following features:

    • Book an appointment

    • Confirm an appointment

    • Cancel an appointment

    • Schedule a contract

    • Rescheduling a contract

    • Book an appointment that occurs beyond the scheduling horizon

  2. Refresh activity. Gets the following items from Oracle Real-Time Scheduler:

    • Activity status

    • Activity owner

    • Planned start

    • Planned end

  3. Tech status updates. Handles status updates from the technician for the following items:

    • Activity

    • Shift

    • Breaks

    • Periods of unavailability (POUs). For example, if a team meeting is scheduled for a technician, then Oracle Real-Time Scheduler creates a POU to represent the team meeting.

  4. Employee synchronization. Handles real-time synchronization of administrative data. This synchronization includes the transfer of employee records along with employee addresses, and so forth.

  5. Single address geocoding. Uses the Oracle Real-Time Scheduler Geocode Server to retrieve a geocode for a single address from the Siebel database in real time. If the Geocode Server returns multiple geocodes, then Siebel CRM displays these multiple geocodes. Geocoding is the process of finding latitude and longitude coordinates from geographic data, such as street addresses or postal codes.

  6. Schedule Synchronization. Handles real-time synchronization of administrative data. This synchronization includes the transfer of schedule records, schedule hours, and schedule exceptions.