1. Collaboration
  2. Video Collaboration

Video Collaboration

The Zoom Meeting feature in Oracle Fusion Field Service Collaboration enables users to start and join Zoom meetings directly from the Collaboration interface. Zoom meeting enhances real-time communication by allowing users to move from text-based chat to face-to-face interaction without leaving the application. Supervisors, dispatchers, and mobile workers can use Zoom to coordinate work, verify activities, or resolve issues more efficiently.

Business Benefits
  • Rapid expert assist: Bring SMEs into the thread instantly; shorten diagnosis time.
  • Fewer truck rolls: Visual verification prevents unnecessary revisits/dispatches.
  • Higher first-time-fix: Live guidance on wiring, calibration, or safety steps.
  • Knowledge amplification: SMEs can support multiple jobs remotely in the same shift.
  • Customer transparency: Show progress live; reduce escalations and complaints.
  • Training in the flow of work: Supervisors mentor junior techs on real jobs.
Functional Description
  • A Zoom invite card appears in the thread; participants click to join.
  • Event logs capture initiation; sensitive meeting details are not exposed.

Use Cases

Zoom Meeting in Collaboration supports a variety of operational scenarios across the field service landscape. Here are some examples:
  • Visual triage before parts dispatch

    A mobile worker reports unclear readings. From the chat, they start a Zoom meeting and bring in an SME. On video, the SME verifies labels, wiring, and error codes, then confirms whether a part is truly required. The decision and next steps are summarized back in the thread, avoiding a preventable second visit.

  • Safety verification / pre-power-up check

    Before energizing an equipment, a supervisor joins through Zoom to confirm lock-out/tag-out, clearances, and meter readings. Once complete, the supervisor posts a one-line sign-off in the conversation; if your policy requires it, the Zoom recording is handled per tenant settings and referenced in the chat for audit.

  • Customer walk-through at job close

    Upon completion, a mobile worker starts Zoom to demonstrate key functions and maintenance basics with the customer present (or remote). Questions are addressed live; a short recap and any links to quick guides are added to the thread so future readers see what was covered.

  • Multi-party incident bridge

    For complex faults, the dispatcher posts a Zoom invite card in the active chat so the vendor and internal SME can join quickly. The bridge aligns on diagnosis and next actions; critical decisions (swap, rollback, reschedule) are captured back in the thread for a single source of truth.

  • New-hire coaching in the field

    During early rides, a supervisor or SME joins by Zoom when the tech encounters an unfamiliar step. The expert reviews the activity details on video, screenshares a procedure if needed, and confirms the correct fix. The call outcome is noted in the conversation, creating a lightweight coaching log tied to the job.

Configure User Access

To enable Zoom Meeting, administrators must configure the required permissions and authorization settings:
  1. Install the Oracle Field Service Zoom Integration from the Zoom Marketplace.
  2. In Oracle Fusion Field Service, navigate to Configuration > User Types.
  3. Enable Allow initiation of Zoom meetings.
  4. Save the configuration.
  5. Confirm that Zoom is enabled for the tenant. If disabled, the option will not appear in the Collaboration UI.
    Note:
    • Each user must have a valid Zoom license to start or join meetings.
    • On the first use, users are prompted to authorize Zoom access.
    • After authorization, Zoom reuses credentials automatically for future sessions.

Initiate Zoom Meeting

You can start a Zoom meeting directly from the Collaboration interface whenever a discussion requires visual interaction.
  1. Open Collaboration chat window.
  2. Click Attachments > Zoom Meeting.
  3. When prompted, authorize your Zoom account if you are using it for the first time. After authorization, your credentials are reused automatically for future sessions.
  4. Click Join in the Zoom invitation card that appears in the chat thread.