1. Field Service Integration to Oracle Real-Time Scheduler Implementation Guide
  2. Business Process Task Flow

Business Process Task Flow

The following illustrates a functional overview of the scheduling and dispatch task flow.

Functional Overview of the Scheduling and Dispatch Task Flow. This image is described in the surrounding text.

Explanation of Callouts

The scheduling and dispatch task flow includes the following tasks:

  1. Employee administration. Allows you to create and update employee data. You use the Siebel client to create and maintain the employee data that Field Service requires. Oracle Fusion Middleware synchronizes this information with Oracle Real-Time Scheduler. You then use the Oracle Real-Time Scheduler client to enter data that is specific to Oracle Real-Time Scheduler, such as employee cost profile mapping.

  2. Shift administration. A subprocess that maintains schedules and exceptions. You must do the following:

    • Manually create the schedule record in Siebel CRM.

    • Associate the Schedule with Employees or Service Region.

  3. Address administration. A subprocess that manages address data, including updating the latitude and longitude for each address that Oracle Real-Time Scheduler requires. This work includes retrieving geocodes for multiple existing addresses. It also includes creating new addresses and retrieving geocodes for these new addresses.

  4. Scheduling administration. A subprocess that includes administration tasks that are specific to the Oracle Real-Time Scheduler scheduling module. You use the Oracle Real-Time Scheduler client to perform these tasks. Example tasks include managing slot groups, cost profiles, and so forth.

  5. Dispatch and shift management. Includes tasks that are related to viewing and manually managing shifts and associated entities. You use the Oracle Real-Time Planner client to perform these tasks.

  6. User map management. Includes tasks that are associated with using a map to view and manage the location of a technician.

  7. Appointment booking. Includes tasks that are related to booking and canceling an appointment. You use the Siebel CRM client to perform these tasks.

  8. Mobile data management. A subprocess that handles data synchronization between the Mobile application that the technician uses, the Siebel Server, and Oracle Real-Time Scheduler.