About Message Scenarios

Oracle Field Service lets you send messages to your staff members, customers, and external systems containing the content you define and triggered by the events you specify. The application offers unlimited flexibility to configure message scenarios that meet all of your business needs.

When a field mobile worker is running late, Oracle Field Service can notify your customers of the new estimated time of arrival. If a dispatcher reassigns activities, the application can notify the newly assigned mobile workers that their routes have changed. If an employee changes his home address, that information can be sent to the human resources management system. With the ability to configure notifications for these scenarios and unlimited numbers of others, Oracle Field Service helps you ensure up-to-date communication among people and systems.

A set of APIs can receive data from employees and external systems, such as inventory management and human capital management systems. If the incoming data matches any of the conditions you have defined for message scenarios, the defined actions are initiated and a message is sent to the appropriate entity – customer, staff member, or external data system.

Note: The recommended use of message scenarios is to deliver time-based notifications, typically using the Reminders, Alerts, or Visit selection in launch conditions. While it is possible to use message scenarios for all other launch conditions (such as Route, Activity, Inventory, and Service Requests), it is recommended that you use the Core API/Events REST API for integration.

A message scenario is a set of rules that specify how to process a message to a system or persons when a predefined launch condition occurs. A launch condition is an event within Oracle Field Service, for example, when a reminder notification should be sent to a customer 60 minutes prior to a mobile worker’s estimated arrival time. When the launch condition occurs, the message scenario is initiated, running through the scenario steps as indicated and sending a notification though the specified delivery channel.