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

Oracle Field Service and Siebel CRM Integration Overview

Oracle 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 field technician in Oracle 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 Field Service. Based on this information, a field service activity gets created in Siebel CRM, and then it is assigned to a field technician in Oracle Field Service. Dispatchers or field technicians can view the activity details in Oracle Field Service.
  • Transfer employee (field technician) information from Siebel CRM to Oracle Field Service.
    • Create and update a field resource in Oracle Field Service by fetching basic employee contact information from Siebel CRM.
    • Create and update field resource 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 Field Service.
  • Transfer employee data from Siebel CRM to Oracle Field Service.