About Oracle Field Service Cloud Adapter Use Cases

This scenario describes the interaction between the Oracle Field Service Cloud and an application that receives and processes alerts for municipal services.

• A municipal employee receives an alert on the municipal services monitoring application indicating that there is a natural gas leak near a busy downtown intersection.

• The municipal employee creates a work order to dispatch a service team to the site. All details necessary to locate the natural gas leak are included in the work order.

• The municipal employee saves and submits the work order on the municipal services monitoring application.

• The work order is sent to the Oracle Field Service Cloud Adapter.

• The Oracle Field Service Cloud Adapter creates a matching activity in Oracle Field Service Cloud and returns the activity identifier to the municipal services monitoring application to allow the progress of the work order to be monitored.

• Oracle Field Service Cloud assigns the activity to the service team.

• The lead Engineer for the service team uses the mobile Oracle Field Service Cloud application to review the work order and identify the location of the natural gas leak.

• The service team repairs the natural gas leak and the lead Engineer uses the mobile Oracle Field Service Cloud application to change the status of the work order to completed.

• Oracle Field Service Cloud sends an activity completed notice for the work order to Oracle Field Service Cloud Adapter.

• The Oracle Field Service Cloud Adapter forwards the activity completed notice for the work order to the municipal services monitoring application.

• The municipal services monitoring application identifies the work order as resolved and it is closed.