2Get Started With Your Implementation

This chapter contains the following:

Overview of Service Logistics

Service Logistics Cloud delivers field service capability and supply chain functionality enabling users to source and order parts for field service and parts only service, review debrief lines, and submit charges for parts, labor, and expenses incurred. Users can also set up a variety of stocking locations and manage the trunk stock of field service technicians.

Service Logistics Cloud is part of the Supply Chain Management Cloud suite and interacts with Engagement Cloud and other Supply Chain Management cloud products to support customer and field service. It allows users to create and manage part requirements for Engagement Cloud as well as third party work orders and service requests

Dependencies on other SCM Cloud Products

Using Service Logistics, you can source and order customer replaceable and technician replaceable parts as well as capture customer part returns. Service Logistics depends on data set up in various other Supply Chain Management Cloud products such as Inventory, Order Management, Pricing, Global Order Promising, and Product Management to offer this functionality.

For information on the dependencies and the data that must be set up to use Service Logistics, see: Setting Up Related Products.

Interaction with Engagement Cloud

As a Service Logistics user, you will be able to source and order service parts and initiate returns using the parts functionality in the Engagement Cloud Service Request and Work Order pages.

For information on the roles and privileges required to enable this functionality, see: Enabling Features for Parts Ordering using Engagement Cloud UIs: Procedure.

Support for Third Party Service Requests and Work Orders

Using Service Logistics, you can create and manage part requirements for third party service requests and work orders. Field Service Administrators can also review the debrief information for third party work orders and submit charges to generate sales invoice.

Integration with Oracle Field Service Cloud

You can also choose to download and set up the integration of Service Logistics with Field Service Cloud under the Customer Experience offering. This integration synchronizes field service technicians, their stocking locations, and corresponding inventory balances to Oracle Field Service Cloud. It allows field service technicians to search for, order and receive parts from Supply Chain Cloud as well as upload parts, labor and expense debrief transactions back to the Supply Chain Cloud for billing, costing, and updating inventory and the installed base asset configuration.

For information on setting up the integration of Service Logistics Cloud with Field Service Cloud, see the Integrating Service Logistics Cloud with Field Service Cloud guide.

Enable the Functional Areas for Service Logistics Implementation

To access the setup tasks for Service Logistics, enable it as a functional area under the Manufacturing and Supply Chain Materials Management offering.

  1. Click the Navigator, and then click Setup and Maintenance.

  2. On the Setup page, select the Manufacturing and Supply Chain Materials Management offering from the drop-down list.

  3. On the Setup Manufacturing and Supply Chain Materials Management, click Change Feature Opt In.

  4. On the Opt In: Manufacturing and Supply Chain Materials Management page, select the check box in the Enable column for the functional area: Service Logistics.

  5. Click Done.

Create Users for Service Logistics

Set up users for Service Logistics:

  1. Create Service Logistics users by assigning the following role:

    1. Field Service Administrator - ORA_RCL_FIELD_SERVICE_ADMINISTRATOR_JOB

      The Field Service Administrator role already has the following Supply Chain Management privileges by default:

      • FOM_IMPORT_ORDER_PRIV: Required by Service Request to create Sales Orders.

      • MSP_VIEW_PLANNING_SUPPLY_AVAILABILITY_PRIV: Required by Service Request and Work Order to use Global Order Promising to source the parts.

      • DOS_MANAGE_SUPPLY_ORCHESTRATION_WEB_SERVICES_PRIV: Required by Work Order to create Internal Material Transfers.

      • QP_PRICE_SALES_TRANSACTIONS_PRIV: Required by Service Request and Work Order to price the parts requirement.

      • PER_MANAGE_LOCATION_PRIV: Required by Work Order to create Human Resource (HR) Location for the Internal Material Transfer.

    2. See table below for the privileges that Service Logistics users require to access the various UIs in the Service Logistics Cloud application. These privileges are assigned to the Field Service Administrator role by default. They are listed here for your reference.

      Privilege Required For

      RCL_PORTAL_ACCESS_LANDING_PAGE_PRIV

      Service Logistics Landing Page

      RCL_PORTAL_VIEW_DEBRIEF

      Debrief UIs

      RCL_MANAGE_RETURN_RULES_PRIV

      Manage Return Routing Rules UI

      RCL_MANAGE_RETURN_RULES_BY_SERVICE_PRIV

      Manage Return Routing Rules using Web Service

  2. Grant your user the following privilege to access the Manage Estimates UI and create or edit estimates for Engagement Cloud work orders and third-party work orders:RCL_MANAGE_ESTIMATES_PRIV

  3. To allow your admins to use the Oracle Transactional Business Intelligence (OTBI) tool to analyze and report on service parts profitability and parts delivery performance, check that the following BI duty rule is assigned to the Field Service Administrator Job Role : FBI_SERVICE_LOGISTICS_TRANSACTION_ANALYSIS_DUTY

  4. Note the privileges assigned to the Field Service Administrator to use REST Services to query, create, update and delete Service Logistics debrief transactions for parts, labor and expenses:

    • RCL_PORTAL_CREATE_DEBRIEF_TRANSACTIONS_BY_SERVICE - Create Debrief Transactions

    • RCL_ACCESS_STOCK_LOC_DETAILS_BY_SERVICE_PRIV - Access Stocking Location

Give Users Access to Engagement Cloud UIs

To give your users access to create part orders using the Engagement Cloud UIs:

  1. Ensure that they have the Service Logistics Job Role: Field Service Administrator - ORA_RCL_FIELD_SERVICE_ADMINISTRATOR_JOB.

  2. Assign an Engagement Cloud job role that has the Manage Part Orders - SVC_MANAGE_PART_ORDERS_PRIV privilege. Without this privilege, the Parts region will be read-only in both Engagement Cloud Service Request and Work Order pages.

    The following Engagement Cloud duty roles are assigned the Manage Parts Order SVC_MANAGE_PART_ORDERS_PRIV privilege by default:

    • Service Request Troubleshooter - ORA_SVC_SR_TROUBLESHOOTER

    • Service Request Power User - ORA_SVC_SR_POWER_USER

    • Service Request Contributor - ORA_SVC_SR_CONTRIBUTOR

    • Service Request Administrator - ORA_SVC_SR_ADMINISTRATOR

    See the job roles that are seeded with the duty roles and hence the Manage Parts Order privilege:

    Job Role Duty Role

    Customer Service Manager

    Service Request Power User

    Customer Service Representative

    Service Request Troubleshooter

    Service Administrator

    Service Request Administrator

    Sales Manager

    Service Request Contributor

    Sales Representative

    Service Request Contributor

  3. If you create a new user with these roles and privileges, run the Enterprise Service Scheduler (ESS): "Import User and Role Application Security Data" so that the user data reflects in your system.

  4. Enable Service Logistics Opt In:

    1. Log in as a setup user. Navigate to Setup and Maintenance.

    2. Select Service as functional area (Setup drop-down list)and click Change Feature Opt In.

    3. Click on the Features (pencil icon) for Service. Click the Enable icon (pencil icon) for 'Service Logistics Parts Order'.

    4. Select 'Service Request Parts Order' and 'Service Request Work Order Parts Order'. Save and Close.

    5. Check to verify that the Part Details tab is visible on the Service Request and Work Order pages.

Enable Support for Third Party Work Objects

To manage part requirements and orders for third party objects such as a service request or work order from a legacy customer service application:

  1. Set up the document type lookup for the third party service request or work order in the Service Logistics lookup ORA_RCL_SOURCE_DOC_TYPE. For details, see chapter Managing Service Logistics Lookups.

Note: The following master data must be available in Oracle Cloud in order to create debrief lines for third party work orders:
  • Customers - Name, Bill-To Accounts, Bill-To Addresses

  • Technicians

  • Item master

  • Pricing

Overview of Enabling Service Requests and Work Orders to use Installed Base Asset

When using Engagement Cloud, you can add an asset to a service request. The asset then gets added to the work order created for the service request, and then flows through to field service so the technician knows which asset to repair. When the field technician submits a debrief, the asset repaired flows back to Service Logistics and the application updates the asset with the parts that were used in the repair.

The asset tracked in this process is the Installed Base asset from the Supply Chain products. You must opt-in to use the Installed Base Asset on service request and work order since the default tracks the Asset object from the CRM products. If you do not opt into the Engagement Cloud Installed Base Asset feature, you need to make sure that Field Service Administrators can identify the Asset on the Create and Edit Charges pages before posting charges.

For more information about opting into Installed Base Assets, see the Implementing Service guide.