Oracle Field Service -

Territories, Dispatchers, and Technicians

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 Objectives

After completing this lesson, you will be able to:

• Set up Field Service territories
• Set up Field Service dispatchers
• Set up Field Service technicians

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 Agenda

• Resources Overview
• Field Service Territories Overview
• Field Service Territory Setup
• Field Service Dispatcher Setup
• Field Service Technician Setup

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 Resources Overview

In Oracle Field Service, resources are defined as

dispatchers and technicians.

Dispatcher Technician

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 Service Request to Resolution

Identify Execution Channel

Telephone

Field Service

Depot Repair

Dispatch to Debrief

Create Schedule Execute Debrief Close Task

Field Service Field Service Field Service Field Service And Service
Task Task Task Task Request

Service Agent Dispatcher Technician Technician Administrator

Service Execution

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 Field Service Territories Overview

Field Service
Territories

Resources
Dispatchers
Assigned to Planner Geography
Groups which are Technicians
assigned to territories Other Criteria Assigned
to territories
Territories are defined by
resources, geography,
and other criteria

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 Field Service Territories Overview

Technicians

Dispatcher
Territory
San Francisco

Territory
San Jose

Technicians are
assigned to
dispatchers Dispatcher will only
through territories see assigned technicians
in the Dispatch Center
Dispatch Center

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 Field Service Territories Overview

Technicians
Field Service Tasks assigned to San
with San Jose Postal Jose Territory
Codes

Territory
San Jose

Geography =
San Jose Postal
Codes

Territories are used

in Scheduler to find
technicians eligible
Scheduler for a task

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 Territories

1 2 3

Assignment Advanced
Service Request Tasks Territories Manager Scheduler

4 5

Field Service Field Service

Dispatch Center Debrief Required

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 Territories: Technicians

You must add technicians to territories.

Territory Name:
New York

Transaction Types

Service Requests

Tasks

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 Territories: Attributes

You must attach transaction and resource attributes to

territories. Assignment Manager and Advanced Scheduler
use these attributes to select territories and resources.

Transaction Attributes Resource Attributes

Inventory Item: AS54888 Resource Language: French

Group Owner: Vision Resource City: From

Field Service Sacramento to Roseville

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 Territories: Field Service Planner Groups

You must create planner groups to enable dispatchers to

view a group of technicians within the Field Service
Dispatch Center.
This dispatcher
This sees the
planner technicians
group assigned to the
contains territories that are
three assigned to the
dispatchers planner group
within the
Dispatch Center
Planner Group Dispatcher

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 Territories: Planner Groups

You must assign territories to planner groups.

New York

Chicago
Planner Group

Washington D.C.

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 Territories:
Synchronize Territory Assignment Rules (STAR)

You must run the Synchronize Territory Assignment Rules

(STAR) program to update territories before a calling
application can properly assign resources to that territory.

Synchronize Territory Assignment Rules Program

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 Field Service Territories Setup

Step Product Description

1 Territories Create a territory
Dispatcher 2 Territories Assign resources
3 Territories Define geography
4 Territories Define other territory criteria

5 Territories Assign territories to planner group

Run Synchronize Territory Assignment
Technician 6 Territories
Rules program

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 Resource Relations

Dispatcher Technician

Create dispatcher role

Define Define
Define dispatcher technician as or technician as
as employee employee resource

Create user account Employee Non-

employee
(assign a human
resource)
Assign technicians to territories
(required for creating planner
Create field service groups)
planner groups
Required

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 Field Service Dispatcher Role

You must define a user with the Field Service Dispatcher

responsibility.

Creates

System Administrator Dispatcher

Application User: frlee
Password: welcome
Responsibility: Field Service Dispatcher

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 Employee Resources

You must define dispatchers as employees in Oracle

HRMS.

Dispatcher HRMS

Employee: Fred Lee

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 User Account for Dispatcher

You must associate an employee with the dispatcher user

name you created.

Dispatcher Dispatcher
Application User: frlee Employee: Fred Lee

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 Field Service Dispatcher Setup

Step Product Description

1 HRMS Create new employee

System Create applications user for

2
Administrator employee
Resource Import employee as a dispatcher
3
Manager resource into CRM
Dispatcher Resource Assign dispatcher role type and
4
Manager role to the dispatcher resource
Resource Assign dispatcher to a planner
5
Manager group
Associate territories to the
6 Dispatch Center
dispatcher

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 Non-Employee Resources

You can utilize non-employee technicians within the Field

Service Dispatch Center by defining them in Resource
Manager.

Non-Employee Technician Resource Manager

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 Generate Field Service Trips

You must run the Generate Field Service Trips program to

create departure and arrival tasks for each technician.

Generate Field Service Trips Program

Required

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 Field Service Technician Setup

Step Product Description

1 HRMS Create new employee
2 System Administrator Assign responsibilities to employee

Technician 3 Resource Manager Import employee as resource

4 Calendar Create shifts and assign to calendar
5 Calendar Assign technician to calendar
6 Territories Assign technician to territory
7 Field Service Generate Field Service Trips
Assign addresses and sub-
8 Spares Management
inventories
9 Dispatch Center View technicians in Plan Board
10 Dispatch Center Assign skills to the technician

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 Summary

In this lesson, you learned how to:

• Set up Field Service territories
• Set up Field Service dispatchers
• Set up Field Service technicians

Copyright © 2007, Oracle. All rights reserved.