Prerequisite E-Business Setups

and Integrations

Copyright © 2007, Oracle. All rights reserved.

 Objectives

After completing this lesson, you will be able to:

• Describe Field Service
• Summarize Field Service integrations
• Describe Common Application Components
• Explain the prerequisite Oracle E-Business setups

Copyright © 2007, Oracle. All rights reserved.

 Agenda

• What is Field Service?

• Field Service integrations
• Common Application Components
• Prerequisite E-Business setups

Copyright © 2007, Oracle. All rights reserved.

Service Products and Modules

Depot
TeleService
Repair

Field
Service

Service
iSupport
Contracts

Installed Base and Counters

Knowledge Management

Common Application Components

Copyright © 2007, Oracle. All rights reserved.

What is Oracle Field Service?

Field Service

Dispatch Center and Scheduler

Mobile Field Service

Administrative Portal

Preventive Maintenance

Spares Management

Copyright © 2007, Oracle. All rights reserved.

What is Oracle Mobile Field Service?

Mobile Field Service

Operating Connectivity

Store and Forward

Wireless

Voice

Copyright © 2007, Oracle. All rights reserved.

What is Oracle Mobile Field Service?

Mobile Field Service

Store and Forward

Laptop

Pocket PC

Copyright © 2007, Oracle. All rights reserved.

What is Oracle Mobile Field Service?

Mobile Field Service

Wireless

Laptop
Technician Portal

Hand Helds

Copyright © 2007, Oracle. All rights reserved.

What is Oracle Mobile Field Service?

Mobile Field Service

Voice

Text to Speech

Voice Recognition

Copyright © 2007, Oracle. All rights reserved.

Common Application Components Integrations

Common Application Components

Task Manager

Resource Manager

Territory Manager

Assignment Manager

Calendar

Escalation Manager

Notes

Copyright © 2007, Oracle. All rights reserved.

 Prerequisite Setups

Step Setup
1 Applications System Administration

2 Applications Flexfields

3 General Ledger

4 Employees in HRMS

5 Resource Manager

6 Inventory

7 Order Management

8 Work in Process

9 Bills of Material

Copyright © 2007, Oracle. All rights reserved.

 Prerequisite Setups

Step Setup

10 Purchasing

11 TeleService: Service Request

12 Customer Model (TCA)

13 Territory Management

14 Task Manager

15 Escalation Manager

16 TeleService: Charges

17 Oracle Knowledge Management

18 Counters

Copyright © 2007, Oracle. All rights reserved.

 Prerequisite Setups

Step Setup

19 Notes

20 Interaction History

21 Installed Base

22 Service Contracts

23 Assignment Manager

24 Calendar

Copyright © 2007, Oracle. All rights reserved.

 User: Field Service Implementer

Assign the following responsibilities:

• Spares Management
• Field Service Manager
• Order Management Super User
• System Administrator
• Inventory

Field Service
Implementer

Copyright © 2007, Oracle. All rights reserved.

 Setup 5: Set Up Resource Manager

Assign the roles Field Service Representative and Field

Service Dispatcher.

Resource Manager Field Service

Dispatch Center

Required

Copyright © 2007, Oracle. All rights reserved.

 Setup 6: Set Up Oracle Inventory

Oracle Field Service uses Oracle Inventory to:

• Report on items that appear in Field Service Debrief
• Enable Spares Management functionality

Inventory

Field Service Debrief Spares Management

Required

Copyright © 2007, Oracle. All rights reserved.

 Inventory: Subinventories

Subinventories are unique physical or logical separations

of material inventory. A field service organization may
create subinventories to track inventory kept within each
of its service trucks.

Name: Truck 01
Description: San Francisco County Service Truck
Qty Tracked
Asset Subinventory
Subinventory Allow Reservation

Spares Management

Copyright © 2007, Oracle. All rights reserved.

 Inventory: Items

You must perform specific setups within Oracle Inventory

for items to display in Field Service Debrief and Spares
Management.

Service tab

Inventory tab

Order Management tab

Master Item

Copyright © 2007, Oracle. All rights reserved.

 Setup 7: Set Up Oracle Order Management

Confirm the setup of Oracle Order Management and the

specific setups for Field Service Debrief and Spares
Management.

Field Service Debrief

Order
Management

Spares Management Optional

Copyright © 2007, Oracle. All rights reserved.

 Setup 11: Oracle TeleService: Service Request

The service request contains the information for a field

service visit. You can associate a task with the service
request and assign the task to a technician.

TeleService Service Request Field Service

Dispatch Center
Required

Copyright © 2007, Oracle. All rights reserved.

 Setup 12: Customer Model (TCA)

Oracle Field Service shares the new customer master

information with other modules.

TCA TeleService Service Request Field Service

Dispatch Center

Required

Copyright © 2007, Oracle. All rights reserved.

 Setup 13: Set Up Oracle Territory Management

Territories affect the scheduling of tasks by the Assignment

Manager or Oracle Advanced Scheduler.

New York

Territory Assignment Field Service

Management Manager Dispatch Center

Required

Copyright © 2007, Oracle. All rights reserved.

 Setup 14: Set Up Task Manager

Task manager automates the scheduling of field service

visits.
Schedule technician to repair copier at the
Business World Fresno, CA office on
Wednesday morning.

Task Manager Service Request Field Service

Dispatch Center

Required*

* Required for key functionality

Copyright © 2007, Oracle. All rights reserved.
 Setup 21: Set Up Oracle Installed Base

Confirm the setup of Oracle Installed Base.

Customer: Vision Enterprises

Products: 4 Envoy 2005 Desktops
Services: Gold Support Level

Field Service
Installed Base Debrief Required*

* Required for key functionality

Copyright © 2007, Oracle. All rights reserved.
 Setup 22: Set Up Oracle Service Contracts

Confirm the setup of Oracle Service Contracts.

TeleService Service Request Field Service

Service
Dispatch Center
Contracts

Required*

* Required for Preventive Maintenance

Copyright © 2007, Oracle. All rights reserved.
 Setup 23: Set Up Assignment Manager

Field Service
Set up Assignment Manager. Agent A
Skills: FAX Repair
Available:
December 5,
Copier Repair Noon

FAX Repair

Printer Repair

Field Service
Skills Assignment
Dispatch Center
Manager

Required

Copyright © 2007, Oracle. All rights reserved.

 Summary

In this lesson, you learned how to:

• Describe Field Service
• Summarize Field Service integrations
• Describe Common Application Components
• Explain the prerequisite Oracle E-Business setups

Copyright © 2007, Oracle. All rights reserved.