About Message Scenarios
Oracle Fusion 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 flexible options to configure message scenarios that meet your business needs.
When a mobile worker is running late, Oracle Fusion 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 many other scenarios, Oracle Fusion 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.
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, Oracle recommends that you use the Core API/Events REST API for integration.
Use this distinction when you design late-arrival notifications for customers. If the notification is based on a configured time, such as sending a reminder 60 minutes before a mobile worker’s estimated arrival time, use a message scenario. If the notification must be triggered by an operational change, such as a route update, activity change, reassignment, or recalculated estimated time of arrival, use an integration based on the Core API or Events REST API.
For customer-facing arrival updates, you can also use Where is My Technician with message
scenarios. In the message scenario step, set the recipient to Customer and select the
value that you want to show as the customer notification time, such as ETA, Service
window, or Delivery window. You can also set a custom communicated window by
using the Outbound API send_message.
A message scenario is a set of rules that specify how to process a message to a system or person when a predefined launch condition occurs. A launch condition is an event within Oracle Fusion 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 through the specified delivery channel.