9Share resources, activities, and inventory in Manage

Context Awareness Features in Manage

Context awareness in the Oracle Field Service Cloud Collaboration window is a quick navigation tool which provides easy access to various related information. In Manage, you can move and share activities though this feature.

Your user type must have the privilege to move activities or inventory to perform these tasks.

The Manage application supports both the Collaboration and Helpdesk features. Click the community icon This figure shows collaboration icon to open the Collaboration window and helpdesk icon This figure shows helpdesk icon to open the Helpdesk window.

You can perform any of the following collaboration tasks:

Click To:
Search Contact Locate a contact by the name
History View the one-to-one or conference chat history
User Info View the user details such as full name, image and to:
  • View chat History

  • Add user to the address book

Group Message Start a group chat based on the user group or location
Turn off message pop-ups Restrict the message pop-ups
Leave Conversation Drop-off of a one-to-one or conference chat
Invite User Send conference chat invitation to multiple users
Share Inventory Share inventory with a contact
Share Activity Share an activity with a contact
Helpdesk features Accept a helpdesk request and transfer a request to other helpdesk operator

Features like location sharing and who’s nearby are not supported in Manage.

Share a Resource

You can use chat to provide supplementary information to a specific Collaboration user. Sharing resource includes information about resource and activity details with a user/helpdesk operator in the Manage/Mobile applications.

  1. Open the Collaboration window with the user/helpdesk.

  2. Select a bucket in the left-hand side panel to view the resources.

  3. Drag and drop the appropriate resource you wish to share from the list to the chat window.

    Note: Using the Dispatch Console of the Core application, a user can drag and drop a resource or activity to share information in the Collaboration window.
  4. Click Send.

    The addressee will receive the resource shared.

Share an Activity

You can share an activity with another resource or helpdesk user as part of your work. To share or reassign an activity:

  1. Open the Chat window with the user/helpdesk.

  2. Go to Dispatch > Activities, select a bucket in the left-hand side panel.

    All the activities in the selected bucket appears.

  3. Drag and drop the activity that you want to transfer.

    Only pending activities can be reassigned.
    Note: Using the Dispatch Console of the Core application, a user can drag and drop a resource or activity to share information in the Collaboration window.

    This figure depicts dragging and dropping an activity into the chat window.
  4. Select one of the options:

    1. Send info: To share the activity information with the addressee.

    2. Reassign: To reassign the selected activity to the addressee.

  5. Click Send.

    The addressee will receive the activity.

  6. If the activity transfer is cancelled after sending it due to the reasons such as timed out or failed, you can transfer the same activity again by dragging and dropping in to the chat window.

Share an Inventory Item

You can share an inventory item with the user/helpdesk you are chatting with.

Inventory transfer is not available if:
  • You doesn't have the necessary permissions

  • The action is not permitted by the inventory type settings

  • You are not in a one-to-one chat

  • The Inventory does not belong to the technician's pool

To share or reassign an inventory item:

  1. Open the Chat window with the user/helpdesk.

  2. Go to Settings > Inventories to locate the inventory item that you wish to share.

  3. Drag and drop the inventory item into the chat window.

  4. Select one of the options:

    1. Send info: To share the inventory details with the addressee.

    2. Reassign: To reassign the selected inventory to the addressee.

  5. Click Send.

Accept a Helpdesk Request

You can accept the incoming request from an operator through your Helpdesk window.

Helpdesk window is designed for the helpdesk operators. You can access this window only if you have helpdesks assigned. In that case, the helpdesk icon

This figure shows the helpdesk icon. appears, next to the Collaboration icon This figure shows the collaboration icon.. The Helpdesk window displays a list of online and offline helpdesk operators. The helpdesk icon displays a number next to it, representing the number of unaccepted requests.

The helpdesk operator cannot initiate a conversation. Operators can only respond to the requests received from the resources. In order to start participating in the conversation, the operator needs to acknowledge the request.

To respond to helpdesk requests:

  1. Log in to the Oracle Field Service Cloud Manage or Mobility interface as a helpdesk operator.

  2. Click the helpdesk icon This figure shows helpdesk icon..

    The Helpdesk window opens.

  3. Click the name of the Helpdesk to view the unanswered requests.

  4. Select the request that you wish to answer.

    The chat window opens and the messages from the requestor appear.

    Note: Unless the operator takes the chat, it is marked unacknowledged and the time stamp turns red if the threshold time is crossed. The time displayed is the average waiting time in all the active chats.
  5. Click Take Chat.

    Once the operator takes a chat, the conversation is acknowledged, and the operator can answer the questions. The acknowledged conversations can be transferred to the other helpdesk operator. The user who requested assistance is also notified. Also, the reason for transfer (if provided) is displayed in the Helpdesk window.

    If there are no pending requests for assistance, an operator can help out with chats in progress with the other helpdesks operators.
    Note:
    • The Helpdesk window displays the count of new messages, only for new messages on a helpdesk chat. However, when the user accesses the Helpdesk window, the count disappears.

    • When a Helpdesk operator transfers a chat to the same helpdesk or to any other helpdesk, the transferred message is displayed as a new message in the Helpdesk window.

    • When a user logs in or refreshes their browser, the unread counter displays the total number of all unread chat messages.

  6. In order to view the chats in progress, click the settings icon This figure shows Settings icon. in the Helpdesk window and click Chats in Process.

Transfer a Helpdesk Conversation

You can transfer a request to another helpdesk agent suitable to fulfill the request.

  1. Log in to the Oracle Field Service Cloud Manage or Mobility interface as a helpdesk operator.

  2. Select a user from the Collaboration window.

    The user window displays.
  3. Click the Menu icon.This figure shows menu icon.

  4. Click Transfer Conversation.

  5. Select the helpdesk operator to whom you want to transfer the conversation.

    The Transfer Conversation window displays.
    This figure shows transfer conversation window where you can transfer a request to another helpdesk operator
  6. Enter a reason.

  7. Click Transfer.

Transfer of Non-serialized Inventory in Manage

You can transfer a fixed quantity of non-serialized inventories between resources using the Oracle Field Service Collaboration Cloud Service module in Oracle Field Service Cloud Manage.

You can perform the following actions:
  • View the total number of available inventories and required number of inventories for a future activity.

    Note: You can have more number of inventory available than what is projected in the system. Therefore, you can transfer more inventory than the available quantity. In such case, system is updated with a negative value of available quantity.
  • Define the required number of inventories that you want to transfer in the Collaboration window.

To transfer a non-serialized inventory:

  1. Log in to the Oracle Field Service Cloud Manage interface.

  2. Navigate to Inventories for a specific resource.

    The Inventories page of the user displays.
  3. From the Collaboration window, click the menu icon This figure shows menu icon..

  4. Click Search Contact to locate a user.

    For example, assume that you want to transfer the inventories to the technician, William. Therefore, locate William in the Search Contact list and select William to open the chat window.
  5. Select the non-serialized inventory that you wish to transfer and drag and drop it to the chat window.

  6. Select the Transfer option in the chat window.

  7. Enter the quantity that you wish to transfer in the Quantity field.

  8. Click Send.

    The recipient should accept the inventory transfer to complete the process.
  9. To view the updated inventory in the Manage interface, select View from the Actions column.

    Note: The maximum quantity that can be transferred or received by a user is 2,147,483,647 units.
  10. To view the updated inventory in the Mobility interface, select Inventory in the Oracle Field Service Cloud Mobility interface and view the updated inventory in the Inventory list.