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.
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.
See the Oracle Field Service Cloud Capacity Cloud Service User Guide for detailed instructions for configuring work skills and work skill conditions.
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.
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. 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.
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:
Click the calendar icon on the Routing screen.
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.