1. Booking Appointment and Assigning Activity Between Siebel CRM and Oracle Fusion Field Service Using an Oracle Integration Accelerator
  2. Oracle Fusion Field Service and Siebel CRM Integration Overview

Oracle Fusion Field Service and Siebel CRM Integration Overview

Oracle Fusion Field Service is integrated with Siebel CRM through an Oracle Integration accelerator (orcl.ba.sbl_ofs_sync).

This accelerator supports these functional capabilities:
  • Book a field service appointment via Siebel CRM and assign the activity to a mobile worker in Oracle Fusion Field Service.
    • Siebel CRM remains as the primary service application, while scheduling information such as booking time slots and finding the matching resources with the required skills and availability come from Oracle Fusion Field Service. Based on this information, a field service activity gets created in Siebel CRM, and then it is assigned to a mobile worker in Oracle Fusion Field Service. Dispatchers or mobile workers can view the activity details in Oracle Fusion Field Service.
  • Transfer employee (mobile worker) information from Siebel CRM to Oracle Fusion Field Service.
    • Create and update a mobile worker in Oracle Fusion Field Service by fetching basic employee contact information from Siebel CRM.
    • Create and update mobile worker skills, locations, workzones and work schedules.
These key scenarios are supported in the integration:
  • Book and confirm an appointment.
  • Update, reschedule, and cancel an activity.
  • Transfer service region information from Siebel CRM to Oracle Fusion Field Service.
  • Transfer employee data from Siebel CRM to Oracle Fusion Field Service.