Oracle Field Service processes trouble calls from customers and analyzes them to determine probable outage locations. It can generate estimated restoration times (ERTs) that can then be provided back to customers.

Oracle Field Service also keeps a history of all of 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 Field Service can help a utility plan maintenance work or new construction that may impact existing customers. When the detailed switching plans are generated in Oracle Field Service, information can be provided to customers about planned outages that will impact them.