2Configure the Application for Routing

Resource Tree Structure Requirements

Oracle Field Service Cloud Routing Cloud Service uses a number of settings to decide how to match activities to resources. Your configuration of these settings can have a significant influence on the routing results. Verify that the resources that should receive the activities are in the same bucket as the activities that you want them to receive.

When organizing the resource tree consider the following limitations:

  • Routing is started from a Routing Bucket—a resource type with the bucket role.

  • Routing can only distribute activities from the routing bucket to child resources

  • Only those child resources are considered for routing that have the Routing can assign activities option selected at the resource type level

See Oracle Field Service Core Manage Cloud Service User Guide for detailed instructions on configuring the Resource Tree.

Resource Calendar Requirements

Verify that your calendars are current and accurate. Routing uses this informationto determine whether a qualified resource is available to take an activity.

Note: Resources inherit calendars from parent objects such as buckets or organizations unless you override the settings at a lower level.
Tip: Put all of the resources that you want to use the same calendar in one bucket and assign the calendar to the bucket. The resources inherit the calendar settings from the bucket and you only have to configure the calendar only once.

Work Skills and Work Skill Conditions

Verify that the work skills, work skill levels, and the work skill conditions that you configured are accurate. If you do not assign work skills to a resource, the application assumes that the resource has all of the work skills at the highest level.

Work skills: identify the expertise that a resource has. Work skills are the links that enable Oracle Field Service Cloud match activities with resources.

Work skill conditions: identify the work skills that are necessary to complete each activity.

The required level setting and the preferable level settings in the work skill have a strong impact on routing. The required level identifies the minimum work skill level that the resource must have to be eligible for the activity.

Tip: If the application is not able to match activities to resources, consider relaxing your work skill levels and work skill conditions so that more resources match the work skills and work skill levels required by the activities.

See the Oracle Field Service Cloud Capacity Cloud Service User Guide for detailed instructions for configuring work skills and work skill conditions.

Work Zones

If you are using work zones, verify that work zones and activities are accurately configured for your resources. In addition, ensure that the work zone dictionary is correctly configured to assign activities with correct work zones. Activities that support work zones on activity type level must have all the fields that are used in work zone key correctly populated.

You can use work zone levels to influence those work zones in which they receive work. Assign a higher level to more desirable work zones and a lower level to less desirable work zones. Resources inherit work zones from parent objects like buckets or organizations unless you override the setting at a lower level.

Tip: If Oracle Field Service Cloud Routing Cloud Service is not able to match activities to resources, consider assigning each work zone to more resources so that more resources are available for the activities in that work zone.

Resource Start and End Locations

Start and End locations can be defined for a resource. Oracle Field Service Cloud Routing Cloud Service considers the travel time from start location to first activity and travel time from last activity to end location.

To configure locations, click Settings > Locations. Home zone center locations can also be defined here.

See the Oracle Field Service Core Manage Cloud Service User Guide for detailed instructions about configuring Locations.

Resource Preferences

You can specify preferred resources for different activities. The application considers these requirements when routing activities. These settings are enabled in the activity type and are set on the individual activity.

These are the preference settings:

  • Required: Only resources identified as required can be assigned these activities.

  • Preferred: When no resources are identified as Required, any resource defined as Preferred is given priority over the rest of the pool of resources. However when a Preferred resource is inactive or unavailable, other appropriate resources are selected.

  • Forbidden: Any resource defined as Forbidden for an activity cannot be assigned to the activity.

See the Oracle Field Service Cloud Core Manage Cloud Service User Guide for detailed instructions.

Create a Filter

You can use filters as a part of the routing process to prioritize resources (or organizations) or activities (or activity groups) above others. First you must create the filter. Then you can add it to a routing plan and configure it for that plan.

The following preference settings are important:

  • Select the Routing check box to see the filter on the Add routing plan screen.

  • Select the Routing check box only for those filters that do not have the filter condition set to Dynamic.

Use the Calendar View

Select a different date on the Routing screen to refresh the routing runs for the selected bucket.

To use the Calendar view:

  1. Click the calendar icon on the Routing screen.

  2. Select a date you wish to use.

    The routing runs for the selected bucket and child buckets (if any) which are selected in the Resource tree gets updated.