1. Configure Where is My Technician
  2. WMT Use Cases

WMT Use Cases

  1. Pre-appointment visibility and communication with Where is My Technician (WMT) at Acme Corp

    • Use Case: Preplanned appointment.
    • Scenario: Irwin (a mobile worker) is scheduled for a quarterly HVAC check at Acme Corp.
    • Flow: Activity creation + assignment triggers a confirmation email to the customer, embedding the WMT link.

      Send a reminder (for example, 2 days before) that includes the WMT tracking link to boost visibility and reduce no‑shows. When Irwin sets the status to En route, real-time ETA updates begin based on routing and map data. The customer can monitor the ETA, view Irwin's icon on the map, and chat using the integrated Oracle Digital Assistant(ODA) for a modern, transparent experience. After the job is completed, mobile workers request feedback through WMT or an ODA-driven chatbot flow.

    • Benefits include increased customer trust, fewer inbound status calls, and actionable sentiment data to improve quality.

  2. Rapid-response urgent repairs with live tracking and chat at Acme Corp
    • Use Case: Emergency Repair (for example, Broken HVAC on a Hot Day)
    • Scenario: At midday, a critical service unit fails at a high-profile Acme Corp site.
    • Flow: Create a new activity flagged as high priority/urgent to trigger an Immediate or Urgent routing run. The application recalculates routes and assigns the job as quickly as possible, even if it means reordering other visits. As soon as it’s assigned, send the customer a WMT tracking link using chat or SMS so they know when help is arriving. When Paul sets the status to En route, WMT updates the ETA and can initiate a call-ahead notification. The customer receives real-time updates, can ask questions, and submit feedback through the chatbot, even if the route changes.

      Benefits: Strengthens SLA compliance, boosts customer confidence, and streamlines critical communications.

  3. Same-day reschedules, reassignments, or delays with automatic WMT updates at Acme Corp
    • Use Case: Same-day reschedules and reassignments
    • Scenario: Irwin is delayed by traffic; a high-value VIP call is inserted.
    • Flow: Smith (dispatcher) reassigns an activity mid-day to a Clark (new mobile worker) due to location/performance issues. The previously sent WMT link remains valid; it auto-refreshes to show the new mobile worker (Clark) details and updated ETA. A Message Scenario alerts the customer that the mobile worker has changed. Clark toggles En route to refresh ETA. A chat interface allows customers to directly ask dispatch or request a callback