1. Configure Where is My Technician
  2. Attributes

Attributes

Setting up attributes in WMT allows you to define key details about your service appointments, technicians, and customer interactions. Attributes help customize the information shown to customers, enable accurate tracking, and ensure notifications display the right details. Essentially, they make the WMT experience more personalized, clear, and useful for both customers and service teams.

Business Benefits

  • Improved Customer Satisfaction - Personalized and accurate information builds trust and enhances the service experience.
  • Brand Consistency - Attributes ensure messaging and data alignment with company standards across all customer touchpoints.
  • Reduced Support Calls - Customers get real-time updates (ETA, technician details, delays), lowering inbound call volume to contact centers.
  • Higher First-Time Fix Rates - Attributes can include prep instructions or equipment details, ensuring customers and technicians are ready.
  • Operational Efficiency - Automated data population eliminates manual entry and reduces errors.
  • Scalability - Attributes allow messages and themes to adapt dynamically across multiple regions, services, and customer types.
  • Actionable Insights - Data captured in attributes can be used for reporting, analytics, and continuous service improvement.

Use Cases

  • Personalized Customer Experience - Use attributes like customer name, service type, or appointment time to make messages feel customized.
  • Accurate Technician Information - Attributes can display technician details (for example, name, photo, contact info) so customers know who to expect.
  • Dynamic Messaging - Attributes allow real-time data (for example, ETA, service window, job status) to be inserted into WMT pages and notifications.
  • Consistency Across Communications - Ensure the same information (appointment time, job ID, tracking link) is consistently shown across emails, SMS, and WMT.
  • Operational Efficiency - Attributes reduce manual updates by pulling live data directly from Oracle Field Service into WMT pages.

To configure attributes:

Click Attributes and complete these fields:
Field Name Action or Description
Arrival time Select one of these values to define the mobile worker's time of arrival:
  • Do not display: Select this option to hide the arrival time on the Where is My Technician page.
  • Communicated Window, Delivery window, Service window: Select this option to let the application choose the available value according to the activity status, value availability, and their priority:
    • Communicated Window:
      • Delivery Window
      • ETA
      • Service Window
      • Value returned through an outbound response message
    • Delivery Window
    • Service Window

      You can configure the arrival time further using the {ARRIVAL_TIME_RANGE} place holder. For more information on the {ARRIVAL_TIME_RANGE} place holder on the Localication tab, see the Available Placeholders on the Localization Tab topic.

  • Communicated Window: Select this option to display the time you've informed your customer that the mobile worker would arrive. The application doesn't update this value automatically. The options are:
    • Delivery Window
    • ETA
    • Service Window
    • Value returned through an outbound response message
  • Delivery window
  • Service window
  • ETA

You can configure the 'ARRIVAL_TIME_RANGE' placeholder to configure the value that you want to use for Communicated Window. If the Delivery Window, Service window, or ETA is empty, then the arrival time isn't shown on the page.
Type of service
Select one of these values:
  • Do not display: Select this option to hide the type of service that the mobile worker is going to perform.
  • Activity type: Select this option to display the activity type as the type of service.
Customer address
Select one of these values:
  • Do not display: Select this option to hide the customer’s address.
  • Customer address: Select this option to display the customer’s address on the Where is My Technician page. This field includes the Address, City, ZIP/Postal Code, and State fields. If any of these values is empty, then it isn't shown on the page.
Mobile Worker name Select whether you want to display the mobile worker’s name or the credence. You can choose any custom resource property that has the GUI set as Text element.
Note: The Where is My Technician functionality isn't available for Contingent Workers.
Show mobile worker photo Select the check box to display the mobile worker’s photo. If you don’t select the check box, no photo is shown. Note that the photo available in the Avatar field of the Resource Info page is used as the mobile worker’s photo.