Book and Confirm Appointments

In a typical appointment booking scenario, a customer contacts a company and requests a service. The customer contact reviews the request and creates a service request. If this request requires a site visit by a field service mobile worker, an activity is created in Siebel CRM and a corresponding activity is assigned to a mobile worker in Oracle Fusion Field Service.

The customer service representative looks for an appointment window for the customer in Siebel CRM. Oracle Fusion Field Service provides the appointment slots by considering the skill required for the activity and the service region (zip codes) associated with that activity. The customer service representative confirms the appointment with the customer, which creates a new activity for a mobile worker in Oracle Fusion Field Service.

This integration supports these scenarios as part of booking and confirming an appointment:

• Book and confirm an appointment with a wider time window.
• Book and confirm an appointment with a preferred resource (Lock assignment).
• Book an appointment with a preferred time window (Lock schedule).
• Book and confirm an appointment with a preferred resource and a preferred time slot (Lock assignment + Lock schedule).
• Insert Activity: Priority-based booking based on the earliest available time slot, based on SLA.

Book and confirm an appointment with a wider time window

The service agent checks with the customer for a time window on a particular date (for example, Monday morning at 9 AM through Tuesday evening at 5 PM) during which a mobile worker can visit the site and complete the job. Based on this input, the service agent assigns an activity for the best available date and time slot.

As a first step, the service agent creates an activity with these details within Siebel CRM:

• Earliest start time and latest start time. This is a wider time window (for example, Monday morning at 9 AM till Tuesday evening at 5 PM).
• Activity duration (for example, 30 minutes).
• Service region time zone.
• Service zip code.
• Skills.
• Lock assignment and lock schedule options are unchecked in Siebel CRM.

When the activity is created, the agent looks for an appropriate time slot for scheduling this activity and clicks the Book Appointment option within Siebel CRM. Oracle Fusion Field Service provides all the available time slots and resources in the requested time window by considering all the inputs received from Siebel CRM. If no matching resource is available in the requested time slot, a warning message "No resource found in the requested time slot" is displayed in Siebel CRM. This screenshot shows the Book Appointment dialog box in Siebel CRM:

Confirm appointment:

A service agent can select a time slot and an employee (a resource within Oracle Fusion Field Service) from the Book Appointment window and then click Confirm. A new activity is assigned to the selected resource in Oracle Fusion Field Service with these details:

• Work Order as the Appointment ID from Siebel CRM
• External ID as the selected Employee ID from Siebel CRM
• Service Window Start and Service Window End as the Planned Start and Planned End times selected from Siebel CRM
• Address is updated as the address from Siebel CRM
• City, State province, and Zip/Postal code are updated with the corresponding data from Siebel CRM
• Activity duration is updated as the duration provided by the service agent while booking an appointment

These details are updated in the Siebel CRM appointment:

• Status is set to “Not Started”.
• Planned Start/Planned End fields are updated with the selected time slots.
• The selected resource is updated in the "Employee" field of Scheduling Details.

Book an appointment with a preferred resource (Lock assignment)

Service agent checks the available time slots for a specific resource during a given time window, and assign the activity to that resource in that time window. This table describes the input from Siebel CRM and the output expected from Oracle Fusion Field Service for booking an appointment with a preferred resource.

Input from Siebel CRM	Output Expected from Oracle Fusion Field Service
Employee ID Earliest start time and latest start time (for example, Monday morning at 9 AM till Tuesday evening at 5 PM) Activity duration (for example, 30 minutes) Service region time zone Service zip code Skills Lock assignment is checked and Lock schedule is unchecked	All available slots for the specific resource in the time window. If no slots are present, then an error is returned. An activity is created in Oracle Fusion Field Service within the time specified. If no matching resource is available in the requested time slot, a warning message "No resource found in the requested time slot" is displayed in Siebel CRM.

Book an appointment with a preferred time window (Lock schedule)

In this case, a service agent checks the available resources during specific time slots and assigns the activity for that time slot to any matching resource. This table describes the input provided while creating an activity in Siebel CRM and the output expected from Oracle Fusion Field Service for booking an appointment with a preferred time window.

Input Provided while Creating an Activity in Siebel CRM

Output Expected from Oracle Fusion Field Service

Earliest start time and latest start time (for example, Monday morning at 9 AM till Tuesday evening at 5 PM) Activity duration (for example, 30 minutes) Service region time zone Service zip code Skills Planned start Planned end Lock assignment is unchecked and Lock schedule is checked

Oracle Fusion Field Service provides the available resource and time based on the planned start time and planned completion time provided by service agent. An activity is created in Oracle Fusion Field Service with the time slot specified in the Planned Start and Planned Completion time. If no matching resource is available in the requested time slot, a warning message, "No resource found in the requested time slot" is displayed in Siebel CRM.

Book and confirm appointment with a preferred resource and preferred time slot (Lock assignment + Lock schedule)

A service agent checks the availability of a specific resource in a specific time slot, and assigns the activity to that resource in that time window. This table describes the input from Siebel CRM and the output expected from Oracle Fusion Field Service for booking an appointment with a preferred resource and a preferred time slot.

Input from Siebel CRM	Output Expected from Oracle Fusion Field Service
Resource Earliest start time and latest start time (for example, Monday morning at 9 AM till Tuesday evening at 5 PM) Activity duration (for example, 30 minutes) Service region time zone Service zip code Skills Planned start Planned end Lock assignment is checked and Lock schedule is checked	An activity is created in Oracle Fusion Field Service during the time specified by the Planned Start and Planned Completion time. If no matching resource is available in the requested time slot, a warning message "No resource found in the requested time slot" is displayed in Siebel CRM.

Insert Activity: Priority based booking based on earliest available time slot, based on SLA

Service agent creates an appointment for an earliest available time slot based on the schedule shared by the customer. The integration creates the activity in the exact slot (for a matching resource). This table describes the input from Siebel CRM and the output expected from Oracle Fusion Field Service for priority based booking based on the earliest available time slot, based on SLA.

Input from Siebel CRM	Output Expected from Oracle Fusion Field Service
Resource Earliest start time and latest start time (for example, Monday morning at 9 AM till Tuesday evening at 5 PM) Activity duration (for example, 30 minutes) Service region time zone Service zip code Skills	An activity is created in Oracle Fusion Field Service for the time specified with an available resource. If no matching resource is available in the requested time slot, a warning message "No resource found in the requested time slot" is displayed in Siebel CRM.