1. Configure Where is My Technician
  2. Overview: Notification Channels

Overview: Notification Channels

You can use notification channels to send the Where is Technician tracking details in Oracle Fusion Field Service. You can send the tracking details through emails that are generated using Message Scenarios, through email and SMS through gateway services, and through custom delivery channels. The custom delivery channels can be email or web-services that accept SOAP API requests.

Business Benefits

  • Enhanced Customer Experience – Customers receive timely, automated updates with a live tracking link.
  • Reduced Support Calls – Fewer inbound inquiries about technician arrival times.
  • Flexible Communication Methods – Supports email, SMS, and configurable API-based delivery for broader reach.
  • Consistent Branding & Messaging – Use specific WMT themes per service type or business rule.
  • Automation & Efficiency – Links are dynamically generated and sent at the right service stage without manual intervention.

Use Cases

  • Appointment Confirmation – Send tracking link immediately after scheduling.
  • Pre-Arrival Notification – Trigger SMS or email when a technician is en route.
  • Feedback Request – Share WMT page with post-service survey link.
  • Activity Rescheduling – Send updated tracking link after a service date change.
  • Cancellation Updates – Provide confirmation and tracking details when an appointment is canceled.