Overview

Collaboration in Oracle Fusion Field Service is the in-app communication hub that keeps your field teams connected and moving without switching tools. In a single workspace, you can coordinate in real time, hand off jobs and parts, escalate issues to the helpdesk, or pull in a supervisor for immediate support. Even video sessions happen inside the same flow, so work never stalls.

Business Benefits

For executives, the value is immediate and measurable. Decisions get made faster, costly delays are avoided, and service KPIs like First Time Fix, SLA compliance, and Mean-Time-to-Resolve improve. Every interaction, whether it’s a broadcast, a chat, or a helpdesk escalation, is structured, auditable, and tied to the job at hand, giving you both accountability and customer trust.

Each role benefits directly:

• Mobile workers:
  • On-the-go support: Mobile workers receive real-time updates and can easily ask questions, share updates, and escalate issues while on-site, keeping work moving smoothly.
  • Clear next steps: Mobile workers can receive job information, resolve issues, and collaborate with colleagues all within a single interface.
  • Remote expertise: Initiating video calls with experts (using Zoom) for troubleshooting and complex repairs allows faster resolution without needing to be physically present.
• Dispatchers and Supervisors:
  • Real-time coordination: Dispatchers and supervisors can mobilize teams instantly, track job progress, and ensure that tasks are being completed on time.
  • Instant updates: Receive live updates on the progress of tasks, delivery/read acknowledgements, and operator availability.
  • Efficient team management: Monitor and assign jobs based on proximity, skillset, and availability, ensuring resources are allocated effectively.
• Helpdesk Operators:
  • Streamlined support: Helpdesk operators manage incoming service requests and track their resolution with clear ownership and escalation paths.
  • Clear ownership: With features like Take Chat, operators can assume responsibility for requests and quickly hand off unresolved issues to higher-tier support when necessary.
  • Reduced interruptions: Helpdesk staff can efficiently manage workload with structured queues and can toggle between statuses such as Away or Available to prevent service interruptions.
• Operations Leaders/Administrators track acknowledgments and outcomes, improving accountability and continuous improvement.

Altogether, Collaboration transforms scattered communications into a reliable, measurable service backbone that accelerates your operations.