Oracle Field Service

Oracle Field Service helps users by automating the process of dispatching field technicians to service calls in remote locations based on their qualification, availability, and geographic relevance.

4.1 Oracle Field Service Dispatch Center

The Oracle Field Service Dispatch Center is a one stop dashboard and workbench for dispatchers. It assists with planning, scheduling, committing, monitoring, and adjusting field service activities and schedules.
This chapter describes the following test flows in Oracle Field Service Dispatch Center:

• Schedule Task with Intelligent Mode
• Schedule Task with Autonomous Scheduler

Prerequisites

• Field service dispatcher role is assigned to Field Service Manager responsibility.
• Logged in user, Operations, is assigned to Field Service Manager responsibility.

Profile Options

Table 4-1 Profile Options for Oracle Field Service Dispatch Center Flow

Profile	Value
CSF: Scheduler Active	Yes
CSF: Dispatch Center Auto Refresh Period	0

Predefined Data
Not applicable.
Setup Data
Not applicable.

4.1.1 Schedule Task with Intelligent Mode

Schedules a field service task from Dispatch Center in Intelligent Mode; uses territory qualifiers as the selection criteria for picking up the eligible resources. Creates a service request and a task of type Field Service for a customer and generates trips for all the resources before scheduling the task.
Prerequisites

• A resource with Field Service Technician role and associated to a territory and calendar.

Profile Options

Table 4-2 Profile Options Schedule Task with Intelligent Mode Flow

Profile	Value
CSF: Default Dispatch Center Display	Detail Tabbed
CSF: Default Scheduling Type	Assisted
CSF: Default Planned Task status for planned task	Planned
CSF: Default "In planning" task status	In Planning

Predefined Data
Not applicable.
Setup Data
Not applicable.

4.1.2 Schedule Task with Autonomous Scheduler

Schedules all the tasks in the Inbox of Dispatch Center through background process, creates a service request and a field service task. The process is verified through the completion of concurrent request "Select and schedule tasks automatically".
Prerequisites

• A resource with Field Service Technician role and associated to a territory and calendar.
• The scheduler rule dashboard contains a rule with the user login and with Preferred Territory Resources set to Yes.

Profile Options

Table 4-3 Profile Options for Schedule Task with Autonomous Scheduler Flow

Profile	Value
CSF: Default Planned Task status for planned task	Planned
CSF: Default "In planning" task status	In Planning

Predefined Data

Table 4-4 Predefined Data for Schedule Task with Autonomous Scheduler Flow

Window Name	Field Name	Field Value
Window Name	Field Name	Field Value
Create Service Request - Task Tab	Task Type	Dispatch

Setup Data
Not applicable.

4.2 Oracle Field Service Portal

Oracle Field Service Portal has a full range of debrief capabilities to support call closure and reporting time, parts, and expenses associated with task execution.
This chapter describes the following test flows in Oracle Field Service Portal:

• Post Debrief Install Lines
• Field Service Technician Portal Receive Parts

Prerequisites

• At least one resource with Field Service Technician role and Field Service Technician Portal responsibility.
• A resource associated with the user ID and added to the calendar and territory.

Profile Options

Table 4-5 Profile Options for Oracle Field Service Portal Flow

Profile	Value
MO: Default Operating Unit	Vision Operations
MO: Operating Unit	Vision Operations

Predefined Data

Table 4-6 Predefined Data for Oracle Field Service Portal Flow

Page Name	Field Name	Field Value
Field Service Technician Dashboard	Task Status	Accepted

Setup Data
Not applicable.

4.2.1 Post Debrief Install Lines

Creates debrief material install line with line type order for all the transactions where the item is installed at the customer site.
Prerequisites

• User assigned to sub inventory is provided with on hand quantity for the item used in the flow.
• Business Process with a service activity code in Charges module.
• Inventory accounting periods for the corresponding period of the flow in Open status.
• The following setups for the item used as part of the flow in Inventory module:
  
  • The Service Billable attribute set to Material.
  • The Item Transactable check box is selected.
  • If the item used in the flow is a trackable item, the instance numbers are already generated.
  • Price lists associated with the item.

Profile Options

Table 4-7 Profile Options for Post Debrief Install Lines Flow

Profile	Value
CSF: Disable HTML Debrief	No
CSF: Default Debrief Business Process	Field Service
CSF: Default Debrief Service Activity Code	Install
CSF: Inventory Organization ID	Vision Operations

Predefined Data

Table 4-8 Predefined Data for Post Debrief Install Lines Flow

Page Name	Field Name	Field Value
Update Task Debrief tab	Debrief Status	Completed

Setup Data
Not applicable.

4.2.2 Field Service Technician Portal Receive Parts

Field Service Technician Portal Receive Parts functionality supports receiving parts to the destination sub-inventory in one transaction. This transaction receives the quantity to a default destination sub-inventory.
Prerequisites

• Shipping network setup between source and destination organizations.
• Internal Order Required check box is selected.
• Source to destination (exact or region) entry in delivery time UI.
• In Planners Desktop, warehouse is defined as Manned.

Profile Options

Table 4-9 Profile Options for Field Service Technician Portal Receive Parts Flow

Profile	Value
CSP: Part Search Method	Inventory

Predefined Data

Table 4-10 Predefined Data for Field Service Technician Portal Receive Parts Flow

Page Name	Field Name	Field Value
Part Requirement	Status	Ordered
Inbound Reservations and Orders	Confirmation message	Parts received successfully

Setup Data
Not applicable.

4.3 Oracle Field Service Wireless

Oracle Field Service Wireless is for field service representatives using mobile devices that have a continuous connection to the CRM enterprise applications. The field service representatives connect to this application by choosing a URL on their mobile device's web browser. Once connected to the database, users interact with the browser based application on the mobile device.
This chapter describes the following test flows in Oracle Field Service Wireless:

• Post Debrief Labor Lines
• Create Reservation Parts Search

Prerequisites
None.
Profile Options
Not applicable.
Predefined Data
Not applicable.
Setup Data
Not applicable.

4.3.1 Post Debrief Labor Lines

Creates and posts a debrief labor line from Field Service Wireless application to record time spent on a task by the technician.
Prerequisites

• Business process with a service activity code in Charges module.

Profile Options

Table 4-11 Profile Options for Post Debrief Labor Lines Flow

Profile	Value
CSF: Allow Overlapping Labor Lines for Debrief	Yes
CSF:Default Service Activity Code for Labor	FS_Labor
CSF: Debrief Service Date Validation	Between service request incident time and current time

Predefined Data

Table 4-12 Predefined Data for Post Debrief Labor Lines Flow

Page Name	Field Name	Field Value
Labor Line	Debrief Status	Completed

Setup Data
Not applicable.

4.3.2 Create Reservation Parts Search

Sourcing of parts for a task can be done through either Internal Order or Reservation. When the parts requested for a task are available in the Technician trunk itself, then reservation should be created. This ensures that the part is forbidden for usage in other tasks.
Prerequisites

• Shipping network between source and destination organizations.
• Internal Order Required check box is deselected in Shipping Network form.
• Source to destination (exact or region) entry in Delivery Time UI.
• In Planners Desktop, warehouse is defined as Manned.

Profile Options

Table 4-13 Profile Options for Create Reservation Parts Search Flow

Profile	Value
CSP: Part Search Method	Inventory

Predefined Data

Table 4-14 Predefined Data for Create Reservation Parts Search Flow

Page Name	Field Name	Field Value
Parts Search	Order Status	Item Reserved

Setup Data
Not applicable.