Oracle Utilities Customer Cloud Service integration to Oracle Field Service manages fieldwork (activities between Oracle Utilities Customer Cloud Service and Oracle Field Service. This integration can be leveraged to create/update/cancel/ complete activities in the field using the Oracle Field Service solution.

Major business flows revolve around activities. Activities are created in Oracle Utilities Customer Cloud Service and sent to Oracle Field Service for the mobile crews to perform the activity. The field activity completion information is returned from Oracle Field Service to Oracle Utilities Customer Cloud Service where it is processed by Oracle Utilities Customer Cloud Service. In addition, the integration can send interim statuses of a field activity to Oracle Utilities Customer Cloud Service and synchronize data between the systems.

The three major components in this implementation are:

Oracle Utilities Customer Cloud Service processes the trouble calls from customers and analyzes those to determine the probable outage locations. It generates Estimated Restoration Times (ERTs) that can be provided back to the customers. Also, it keeps a history of all the customer calls that were entered in the system, as well as a history of all events that were known to affect a customer even if the customer did not call in.

In addition to responding to unplanned outages and non-outage problems, Oracle Utilities Customer Cloud Service assists the utility planned maintenance work, or new construction that may impact existing customers. When Oracle Utilities Customer Cloud Service generates detailed switching plans, customers are informed about planned outages that might impact them.

Oracle Field Service is built on time-based, self-learning, and predictive technology, empowering to solve business problems while evolving the field service organization. It has various modules to choose, such as forecasting, routing, capacity, mobility, collaboration, core manage, smart location, customer communication, and more. It leverages the performance pattern profiles to create optimal daily routes and schedules and continues to learn as employee work patterns change over time.

The Oracle Field Service functionality is based on user privileges to support the business case. There are two primary types of users:

The screens are different for administrator, dispatcher, crew, etc. For more information, refer to Appendix A: Additional Information - Integration Concepts.

Oracle Integration Cloud is a business accelerator package with pre-built interactions to facilitate Oracle Utilities Customer Cloud Service and Oracle Field Service communications.

Oracle Integration Cloud ensures that the Oracle Utilities Customer Cloud Service requests are being forwarded to Oracle Field Service and vice versa. Oracle Utilities Customer Cloud Service are sending direct requests when the operator makes changes on the user interface. On the other hand, Oracle Field Service is an event-based applications and Oracle Integration Cloud is listening to incoming event changes.

To implement certain business logic, Oracle Integration Cloud is using properties stored configuration files named lookups to: