Transfer Siebel CRM Service Region to Oracle Field Service
A service region is a grouping of field service technicians in a geographical area for a purpose, such as supporting a certain set of activities related to a product. Service regions ease the administrative burden by allowing service managers to set consistent schedules, constraints, and costs for a large number of employees. A service region in Siebel CRM maps to an Oracle Field Service bucket .
The transfer of service region information from Siebel CRM to Oracle Field Service is initiated by the service region administrators in Siebel CRM. This triggers the initial migration of service regions and employee (coming under that service region) information to Oracle Field Service.
- The administrator must first set up the service region with Engine=iLog in Siebel CRM as well as the schedule for the service region, exception schedules for the service region, employees, and zip codes under the service region.
- A schedule with same name must be created in Oracle Field Service as well.
- The service region must then be migrated to Oracle Field Service by clicking the Transfer to OFS button on the service region's List view. The Engine field for the service region is set to “OFS".
| Siebel CRM: Service Region | Oracle Field Service: Resource (Type: Bucket) |
|---|---|
|
Service Region ID |
External ID |
|
Name |
Bucket name |
|
NA |
Resource Type (defaulted to "BK") |
|
Language Code |
Language |
|
Service Region Time Zone Name |
Time zone (Lookup in OIC) |
|
NA |
Parent External ID (defaulted to "SUNRISE") |
|
NA |
Status (defaulted to "active" for field resource) |
- Resource type: Resource type is configured with a default value of "BK" referring to the Oracle Field Service 'bucket' resource type, but as this is configured as a lookup value in Oracle Integration, you can update it based on your business requirements.
- Time zone : Time zone is configured with a default value of "Eastern", but as this is configured as a lookup value in Oracle Integration, you can update it based on your business requirements.
- Parent External ID: Parent External ID defaults to a value of "SUNRISE", but as this is configured as a lookup value in Oracle Integration, you can update it based on your business requirements.
For more information about lookups, see the Using Integrations in Oracle Integration guide.
- Employees within this service region are transferred to Oracle Field Service as field technicians.
- Employee work skill, work schedule, exceptions on the work schedule, and location information is transferred to Oracle Field Service.
Exception hours
Exceptions represent special non-working days or working days. Different exception records can define exceptions for different sites, for example, U.S. holidays for a site and Canadian holidays for another site. You can define a day or continuous blocks of days as an exception to a schedule. In some cases, exception hours can define non-working periods, for example, no work on Sundays from 6:00 A.M. to 12:00 A.M. in a 7x12 schedule. In other cases, exception hours can define work periods on days that are not normal work days, for example, Saturday mornings in a 5x8 schedule.
To associate an exception with a schedule, define the exception and include this exception in the definition of a schedule.
You can also use exception hours to block the scheduled time slot for the owner of an activity to allow for another employee assignment to the activity in the same time slot. If the defined exception hours block a time slot when an activity is scheduled for the owner of the activity, then the activity is rescheduled when you reload the service region.
For more information on how to set up exception hours in Siebel CRM, see the Siebel CRM Field Service guide.
Service region zip codes from Siebel CRM are mapped as work zones in Oracle Field Service. For the integration to work, the work zone key in Oracle Field Service must be set to 'zip/postal code'.