New Asset Based Service Layout With Service Profile, Bill-to Information and Service Address

To better support the asset based service solution, the new Redwood layout for the service work order adds the service profile, bill-to information and service address. This information will be passed through the debrief completed by the technician and used in the billing process. The service address can now be selected based on the account, contact, service profile and asset. Agents can also enter one time addresses that is used only on the service work order. These fields are also available on the service request so they can be set when creating a service request and will automatically be passed down when creating a new service work order. The new service profile is used for modeling specific site locations that role up to an account. Each service profile can have associated assets, contacts and notes.

Agents need the ability to capture this information once and pass it down to all the work orders created to support resolving a customer issue instead of having to re-enter on each work order. They also need to be able to verify the bill-to information that is passed along with the debrief to billing to ensure the correct account and address is selected. 

Steps to Enable

Leverage the Visual Builder Studio to expose your applications. To learn more about extending your application using Visual Builder, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

No steps are required to enable for service work orders, these fields are included in the new layout. For service request, the fields will need to be added through Visual Builder.

Tips And Considerations

• The new fields and the logic with the fields will only be included in the service work order Redwood UI.

• Part ordering from service requests is part of our asset based service logistics solution, for more information about this solution: Oracle Cloud Service Logistics 

Key Resources

For details about configuring and using service work orders, see the following guides:

• Implementing Service Center with the Redwood Experience
• Using Service Center in the Redwood Experience
• Integrating Fusion Service with Field Service
• Configure Oracle Fusion Service

Access Requirements

The following roles are required:

• Service Administrator for configuring
• Customer Service Representative for ordering parts