Video Collaboration
Video Collaboration in Oracle Fusion Field Service enables users to initiate and join online meetings directly from Collaboration conversations. By combining chat-based communication with real-time audio and video interaction, users can resolve issues faster, collaborate more effectively, and receive expert assistance without leaving the application.
Video Collaboration supports communication between field resources, dispatchers, supervisors, operators, back-office employees, and subject matter experts. Users can transition from a Collaboration conversation to a video meeting when additional discussion, visual verification, troubleshooting, or decision-making is required.
Business Benefits
- Accelerates issue resolution through real-time communication.
- Improves collaboration between field teams and back-office personnel.
- Increases first-time fix rates through immediate access to expert assistance.
- Reduces repeat visits and operational costs.
- Supports remote guidance for installations, troubleshooting, and maintenance activities.
- Enables faster decision-making during field operations.
- Provides a seamless experience by allowing users to start meetings directly from Collaboration.
Functional Description
Video Collaboration extends Collaboration conversations by enabling users to initiate online meetings from supported meeting providers.
- A meeting invitation card is shared in the conversation.
- Participants can join the meeting directly from the meeting card.
- Meeting-related communication remains connected to the Collaboration conversation.
- Users can continue sharing updates and decisions within the chat thread before, during, or after the meeting.
The available meeting providers depend on the integrations configured for the tenant and the permissions assigned to the user.
Common Use Cases
- Remote Technical Assistance: A field resource requires expert guidance while performing work in the field. An expert joins a video meeting to review the situation and provide recommendations in real time.
- Troubleshooting and Diagnostics: Teams use video collaboration to investigate complex issues that are difficult to resolve through text-based communication alone.
- Installation Support: Field resources collaborate with specialists during installation activities to verify procedures, answer questions, and address issues as they occur.
- Escalation and Decision Making: Dispatchers, supervisors, and specialists join a meeting to evaluate issues, discuss options, and determine the appropriate next actions.
- Knowledge Sharing and Coaching: Experienced team members provide guidance and mentoring to newer field resources while work is being performed.
Permissions and Configuration
- The meeting provider being configured by an administrator.
- Appropriate user permissions being assigned.
- Any licensing requirements associated with the meeting provider being satisfied.
For provider-specific configuration and requirements, see the related topics.