Technician Preference Support for Field Service Work Orders

You can now set technician preferences for a customer account and specific account locations. A preference can be set for a resources that has a usage type set of Field Service Technician. There are three preference types that can be set, required, preferred or forbidden. A required preference means this field service resource should always be assigned to work orders for this account or account location. Preferred preference means one of the preferred field service resources should be assigned to work orders for this account or account location. A forbidden resource can't be assigned to work orders for this account or account location. The work order direct assignment scheduler uses these preferences when showing resources available for scheduling. The preferences are also sent to Oracle Field Service as part of the activity and used in routing rules when scheduling resources.

Customers need the ability to designate which field service resources are required, preferred or forbidden from performing work at their locations. Technician preferences can be designated for an account and for each account location through service profiles.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

  • Technician preferences are only available for Oracle Field Service Work Orders in Redwood UI.
  • Technician preferences can be defined for an accounts and service profiles.
  • Technician preferences defined for an accounts can be overridden on the account's service profiles which includes adding, modifying or removing any technician preference.
  • Technician preferences can be enabled in the setup of each work order direct assignment scheduler and the ability for an agent to override the preference can be enabled.
  • Technician preferences use the following rules in the work order direct assignment scheduler:

    • If a required technician is designated for the work order selected account or service profile, only that technician can be assigned.

    • If no required technician is designated, then only preferred technicians will be shown and they have priority over everyone else.

    • Forbidden technicians will never be shown and can't be assigned to a work order.

  • Technician preferences for a work order are passed to Oracle Field Service activity and used in routing and scheduling.

Key Resources

For details about using technician preferences in Oracle Field Service work orders, see the following:

Access Requirements

The following roles are required:

  • Service Administrator or Customer Service Managers to define technician preferences for accounts and service profiles