1About This Guide

This chapter contains the following:

Audience and Scope

This guide outlines the implementation and configuration steps required to integrate, create, and update processes on service work orders in Oracle Engagement Cloud with activities in Oracle Field Service Cloud. To set up and work with the additional features of Oracle Engagement Cloud, see the Oracle Engagement Cloud documentation on Oracle Help Center at https://docs.oracle.com.

This integration guide is designed to be used as a starting point that shows how Oracle Engagement Cloud and Oracle Field Service Cloud can be connected to create a value-added business process and user experience. An implementor must enter the documented configurations and install the documented files to create the integration.

Each implementation of Oracle Engagement Cloud and Oracle Field Service Cloud is unique, and leads to the implementation of application modifications that support unique business requirements. While the steps in this document describe how to connect a standard Oracle Engagement Cloud instance to a standard Oracle Field Service Cloud instance, they can be combined with modifications that have already been applied to each instance.

Note: With Release 19A (11.13.19.01.0), "Oracle Sales Cloud" has been incorporated within "Oracle Engagement Cloud." Existing Oracle Sales Cloud users will retain access to Oracle Sales Cloud features under their preexisting licensing agreements. Any new users created within your current Oracle Sales Cloud license count will also retain the same access to Oracle Sales Cloud. Users may obtain access to additional Oracle Engagement Cloud features by renewing their subscriptions under the Oracle Engagement Cloud SKU.

This document describes features available to users under both Oracle Sales Cloud and Oracle Engagement Cloud licensing agreements.

Related Guides

To understand more about the information covered in this guide, refer to the following table for a list of related guides.

Title Description

Oracle Engagement Cloud Using Service

Contains information to help service managers, service personnel, and other service end users to perform day-to-day business tasks using Oracle Engagement Cloud.

Oracle Engagement Cloud Implementing Service

Describes how to set up Service Request Management for Oracle Engagement Cloud.

Oracle Engagement Cloud Getting Started with Your Sales Implementation

Describes your initial Oracle Engagement Cloud Service implementation procedures, based on a simple sales-force-automation use case.

Oracle Engagement Cloud Implementing Customer Data Management

Contains information to help implementors define the setup for managing customer information and the configuration for customer hub deployment.

Oracle Engagement Cloud Implementing Enterprise Contracts

Contains conceptual information and procedures needed to implement the contract management features of Oracle Engagement Cloud.

Oracle Engagement Cloud Getting Started with Incentive Compensation

Contains information on implementing sales compensation and payment plans.

Oracle Engagement Cloud Implementing Sales

Contains conceptual information and procedures needed to implement components and features of Oracle Engagement Cloud.

Oracle Engagement Cloud Understanding File-Based Data Import and Export

Contains information to help those charged with exporting and importing object data.

Oracle Engagement Cloud Securing Sales and Service

Contains information to help setup users and sales administrators configure access to Oracle Engagement Cloud functionality and data.

Oracle Engagement Cloud Security Reference

Lists the predefined security data included in the Oracle Engagement Cloud offering.

Getting Started with Service Logistics Cloud Implementation

Describes the setup tasks that need to be completed to successfully implement Oracle Service Logistics Cloud.

Oracle Service Logistics Cloud Using Service Logistics

Describes how to use Oracle Service Logistics Cloud to order and receive parts, manage trunk stock and assign stocking locations to technicians.