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2014-Mobile Field Service Solutions

2014-Mobile Field Service Solutions

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Copyright © 2014, Oracle and/or its affiliates. All rights reserved.

Confidential – Oracle Restricted 1
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 2
The following is intended to outline our general product direction. It is intended
for information purposes only, and may not be incorporated into any contract.
It is not a commitment to deliver any material, code, or functionality, and should
not be relied upon in making purchasing decisions. The development, release,
and timing of any features or functionality described for Oracle’s products
remains at the sole discretion of Oracle.


Tech Facing Applications
Update: R 12.1.3 + and Beyond
Davinder Madan, Group Product Manager
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 4
Agenda
Overview
Field Service Evolution
Technician facing Apps capabilities (Release 12.1.3+ and beyond)
– Mobile Field Service (S&F) Multiplatform iOS and Android (Offline)
– Mobile Field Service (S&F) Laptop (Offline)
– Mobile Field Service Wireless (Online)
– Field Service Portals (Online)
Roadmap
QA
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 5
Tech Facing Applications
Field Service Portals
and Wireless
 Web Based
applications
 Device agnostic,
browser based
online application
 Leverage device
services (camera,
GPS, etc.)
 Multiple Devices
support (Smart
Phones, Laptops,
Tablets)
Mobile Field Service
(S&F) Laptop and PPC
 Native Mobile Apps
 Olite based offline
solution, runs on
windows based
Handheld and Laptop
 Optimized for specific
mobile platform and
form factor
 Data Synchronization
 Code reuse can be
complex
Mobile Field Service
Multi Platform
• Hybrid Mobile Apps
• Application installed &
runs on device with
HTML5 UI
 Leverages ADF
framework
 Direct access to SQL
lite database and
device services
 Currently supported on
iOS and Android OS
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 6


Field Service Evolution
Updates Release 12.1.3+ and beyond

• New ADF based Multi Platform
solution for iOS and Android OS
• Spring Board
• Task List / Task Details
• Debrief – Travel, Labor, Material
• Parts – Sourcing & Ordering (Real
time Order Creation)
• Parts – Real time Parts Receiving
• Manual Sync
• Trunk Stock (Barcode Scanning)
• Map & Driving Direction (Google
Maps)
• Field Service Report and
signature capture (Laptop)



MFS (Store& Forward)

MFS Wireless
• Install Item Validation
• Debrief Enhancements
• Special Address for Parts Order



Field Service Portals
• Install Item Validation
• Parts Transfer
• Field Service Report
• Signature Capture Capability




Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 7


Field Service Evolution
Updates Release 12.1.3+ and beyond

MFS (S&F)Laptop
• Enhance Parts Tab to Display Order Line
Status in The Show/Hide Region
• Enhance SR Region present in the Task
Details to Display “Incident Customer”
Party Name
• Enhance Counter Region to Display
Adjustments Region
• Parts Transfer: Default Values for From
Sub-inventory and To Sub-inventory





MFS (Store& Forward)

Field Service Portals
• Select Multiple Parts during Debrief Install
• Validate available Qty while saving debrief
line



Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 8


Field Service Evolution
Updates Release 12.2.3
• Auto Create Install line from Debrief
• Enhanced Receive Parts Flow from Task
• Field Service Report with Signature
Capture
• Context sensitive mobile query
• Display Projects Related Fields
• Capture Project / Task numbers on Debrief
lines to interface costs to Oracle Projects




MFS Wireless
Field Service Portals

• Auto Create Install line from Debrief
• Initiate Debrief Install Trxns from Serial
Number
• Ability to Receive Parts from Parts Tab
• Link to Access Technician Setup UI
• Display Projects Related Fields in Task
Details UI
• Capture Project /task numbers on Debrief
lines to interface costs to Oracle Projects


Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 9
Mobile Field Service (S&F)
Updates
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 10
New ADF based solution release in July
2013
Live with 1500 Field Service Oracle/Sun
technicians
Currently being implemented with other
customers
Develop once & deploy to multiple
platforms (iOS and Android)
Secure Authentication, Access Control


Hybrid Mobile Application

Mobile Field Service Multi Platform
Multi
Platform
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 11
Device
Services
Multi Platform Technology
Phone Gap
Device Native Container
Web
View
Server
HTML
ADF Mobile
XML View
Java
Managed Beans
ADF Model
Mobile Data Router
Install Base
Service
Mobile
Device
Lookups
Local
HTML
HTML5 & JavaScript
Inventory
ADF Controller
Local Data
A
p
p
l
i
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a
t
i
o
n


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n

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W
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S
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M
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,

S
S
O

&

A
c
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s
s

C
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r
o
l

Multi
Platform
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 12
Multi Platform Update
(Smart phone)
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 13
Spring Board / Home Screen
Features

Launch Main Features in
the application

Sync
Messages
Preferences
Trunk
Help
Multi
Platform
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 14


Task List Screen

Features

Task List
Sort: Date, Customer,
Status
Task Views
Home Screen
Context Sensitive Action
Menu
Sync: Manual, Auto
Map
Multi
Platform
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 15


Task Details

Features

Driving Direction
(Google)
Search Parts
Receive Parts
Debrief
Labor
Travel
Parts
Notes
Flex field Support:
Debrief Header
and Line Level
Multi
Platform
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 16


Debrief: Material
Features
Material Install
Defective on Arrival
Unused/Excess
Install
Material Return
Return Routing Rule
Integration
Bar Code scanning
Additional Line Level
Flex Fields
Context Sensitive
Actions Menu

Multi
Platform
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 17


Debrief: Travel and Labor
Features

Travel and Labor Summary
Screen

Default Travel and Labor
Line based on Task Status
Change

Context Sensitive Actions
Menu

Multi
Platform
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 18
Parts Search
Features
Extended Parts Search
Capability (online)
Real Time Order
Creation
Ship To Address
options:
Technician
Customer
Task
Special Address
Flexible Sourcing
Options
Multi
Platform
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 19
Receive Parts
Features


Ability to Receive parts
(online)

Enable Debrief

Multi
Platform
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 20


Trunk
Features

Full visibility into Trunk
(Read Only)

Display Reservation and
Task Number

Multi
Platform
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 21


Directions

Features

Google Map
Integration

Voice Assisted
Driving Direction

Profile - CSF:
Google Map
Client ID
Multi
Platform
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 22
Notes
Features

Add / View task level
notes

Note Text

Note Detail (2K and
over)

Multi
Platform
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 23


Synchronization
Features
Ability to
upload/download
changes

Secure Data
Synchronization (SSL)

Sync History

Auto Sync (Roadmap)

Offline
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 24
Functional Update
Mobile Field Service Laptop (Olite)
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 25
E
Signature Capture
Release 12.1.3+

Offline
Laptop
Features
Field Service Report
Signature Capture
Report Provides debrief
level details
Labor
Material
Expense
Option to launch a print
friendly report
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 26
E
Field Service Report
Release 12.1.3+

Offline
Laptop
Features
Field Service Report - PDF
format
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 27
Functional Update
Mobile Field Service Wireless
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 28
E
Mobile Field Service Wireless
Release 12.1.3+
Enhancements
Enhanced Return Region to
Display “Add Install” Button
Enhanced Driving
Directions
Signature Capture
Field Service Report
Search Parts & Ordering
Enhanced Receive Parts
Flow
Context Sensitive Mobile
query

Online
Wireless
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 29
Install Debrief Creation From Return Screen



Features

Enhanced Return
Region to Display
“Add Install” Button
This button renders
upon saving the
return line
Install button defaults
item Name,
Description, and
revision into install
region
Online
Wireless
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 30
Signature Capture
Features

Capture signature
from Task Details
screen
Display Note in
Reports



Online
Wireless
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 31
Field Service Report

Online
Wireless
Features

Generate Standard
Report
Design and Launch
Custom Report



Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 32
E
Receive Parts
Features

Receive parts (Inventory replenishment)
Receive parts for Task
Enhanced Parts Requirement menu
Receive radio button to launch Receive Parts screen
Receive partial/all Parts for the task

Online
Wireless
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 33
E
Receive Parts Flow
Online
Wireless
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 34
E
Context Sensitive Mobile Query
Features

Enhanced task details screen to display Context sensitive
mobile Queries
Run Mobile Queries using various runtime parameters
Results will be displayed immediately
Leverages existing Mobile Query Framework to define new
Mobile Query


Online
Wireless
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 35
Functional Updates
Field Service Portals
Field Service Technician Portal
Field Service Administrator Portal
Field Service Third party Technician Portal
Field Service Third Party Administrator Portal


Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 36
E
Field Service Portals Updates
Release 12.1.3+

Online
Enhancements

Enhanced Dashboard View
Enhanced Return Region to
Display “Add Install” Button
Quick Links
Field Service Resource Setup
Address Type Enhancements
Enhanced Receive Parts Flow
Field Service Report and
Signature Capture


Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 37
E
Online
Enhanced Debrief Flow

Features

Enhanced Return Region to
Display “Add Install” Button
This button renders upon
saving the return line
Install button defaults item
Name, Description, and
revision into install region
Add Install
button
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 38
E
Online
Enhanced Debrief Flow

Copyright © 2014, Oracle and/or its affiliates. All rights reserved.
Confidential – Oracle Restricted
39
Ability to Access Technician Setup Module
Features
Technician Setup UI
provides:
Ability to create resource
Ability to assign calendar
and territory
Ability to Subinventories
Ability to create address
Online
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 40
E
Search parts
Online
Portals
Enhancements
Parts Search
Address Type
Technician Address
Customer Address
Special Address
Task Address
Third Party
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 41
E
Receive Parts from Parts Region
Features

Enhance the Parts tab present in the Task Details UI to display a new “Receive” button
Receive button launches Receive Parts UI and orders that are created for the task will be
displayed.
Technician selects the order using the check box and click “Receive” button.
Appropriate confirmation message will be displayed
Online
Portals
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 42
Field Service Portal


Online
Portals
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 43
Field Service Portal


Online
Portals
Select checkbox is enabled if the
Order is shipped
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 44
E
Field Service Report and Signature Capture

Features

Enhanced Task Details UI to provide Report
Enhanced Task Details to collect customer signature
Ability to generate PDF report
CSF: Default Task Report Template


Online
Portals
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 45
Field Service Report and Signature Capture

Report

Enhanced Debrief
Region to Generate
Report


Online
Portals
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 46
Field Service Report and Signature Capture

Report (PDF)

Ability to generate report in PDF

Online
Portals
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 47
Functional Updates
Field Service Portals
Field Service Technician Portal
Field Service Administrator Portal
Field Service Third party Technician Portal
Field Service Third Party Administrator Portal


Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 48
Tech Facing Applications
Roadmap


Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 49
Multi Platform Smart Phones
• Automatic Synchronization
• Expense Debrief
• Create Service Request and Follow up Tasks
• View/Upload Attachments
• Field Service Report and Signature Capture
• Provide Estimates for a Service call
• Generate Invoice
• Collect Payments
• Calendar and Map View for Tasks
• Track Technicians GPS Location

Roadmap
Offline
Smart Phones
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 50
Multi Platform Tablets, Phablets and Laptop
• All features supported in Multi Platform Smart phones (until R 12.2.3)
• Automatic Synchronization
• Field Service Report and Automatic Synchronization
• View/upload Attachments
• Social Network integration - Skype, Face Time integration
• Provide estimates, generate invoice and collect payments
• AutoVue integration for visual data representation
• Calendar and Map View for Tasks
• Visual Debrief
• Track Technicians GPS Location


Roadmap
Offline
Tablets
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 51
Mobile Field Service Wireless
• Create and Display Personal Tasks
• Enhance Personalization framework
• New Field Service Managers Dashboard
• Separate DFF for Labor, Material, and Expense region
• Provide Estimates for a Service call
• Generate invoice
• Collect Payments
• Track Technicians GPS Location


Roadmap
Online
Wireless
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 52
Field Service Portals
• Display Unassigned tasks in Field Service Administrator Portals
• Create and Display Personal Tasks
• Integrate new Task Details UI
• Enhance Knowledge base search to integrate with Inquira iConnect
• Provide Estimates for a Service call
• Generate invoice
• Collect Payments
• Separate DFF for Labor, Material, and Expense region

Roadmap
Online
Portals
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Restricted 53

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