ORACLE DAT A SHEET

ORACLE FIELD SERVICE

Oracle® Field Service enables highly effective field service delivery at many
leading service organizations across the globe. It provides all of the basic
field service delivery functionality including preventive maintenance, dispatch,
diagnosis, debrief, and billing needed to run a profitable service operation.
Oracle Field Service can be extended with Oracle Spares Management,
Oracle Advanced Scheduler and Oracle Mobile Field Service to provide a
more advanced solution.

KEYBUSNIESS BENEFITS
Oracle Field Service Overview
As customer care becomes a more important part of global business strategy, field
• Increase Customer Satisfaction service organizations are faced with a growing number of challenges and opportunities
• Reduce Service Costs including dispersed staff coordination, complex technical issue resolution, inventory
management, and honoring complex warranties and service agreements.
• Optimize entire service delivery
process from dispatch to invoice Oracle Field Service allows organizations to minimize cost and improve customer
• Increase productivity of Field satisfaction through comprehensive service management and efficient service delivery.
Technicians and Dispatchers
It streamlines and automates every step in the process, from initial customer request
through issue resolution and billing. Technicians are able to resolve service matters
quickly, because the system dispatches the most suitable technician, stocking the right
parts, in a timely manner. With Oracle Field Service, organizations can optimize service
delivery, reduce service costs and improve service effectiveness.

Figure 1. Field Service Process

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DISPATCH CENTER

• HTML Dispatch Center expands to fit Optimize Service Delivery

large monitors so Dispatchers can Oracle Field Service effectively supports the entire field service delivery process from
easily work with more Techs and
Tasks without scrolling dispatch to invoice.

• Configurable task colors to indicate

task status and Type Intelligent dispatch reduces response times
• Task View provides all relevant tasks The Dispatch Center provides a unified view of all of the information surrounding field
details such as addresses, product,
problem description/code, contract service tasks. It provides Tasks, Plan Board, Gantt and Map views of the Field Service
coverage, SLAs, customer contacts, Tasks in the Dispatcher’s Territories. With its seamless integration to Oracle Advanced
etc. Scheduler, Dispatchers can create efficient schedules meeting SLAs while controlling
• Plan Board View is a powerful status travel costs. The Plan Board and Gantt views allow the Dispatcher to monitor progress
monitoring tool that displays a single and react to schedule changes (e.g. task took longer than expected, tasks needs parts,
day’s scheduled tasks for the
technicians in the selected territories etc.). The new version of Dispatch Center (HTML Dispatch Center) is designed to be
user-friendly and informative. With the new version of Dispatch Center, Dispatchers can
• Gantt View displays graphical
representation of field service tasks monitor more Technicians and Tasks with minimal scrolling. Analytics and Metrics are
across a configurable time line displayed so Dispatcher can evaluate the quality of the schedule. Collapsible panels
• Gantt View supports drag and drop enable the Dispatcher to focus on a specific region of interest. Dispatchers can
manual task scheduling with experience the power of real time interactive scheduling using the Map view of Dispatch
appropriate constraints and warning
messages Center. Dispatchers can plot nearby eligible and available Technicians before
scheduling a Task. Technicians’ current location is fetched from the GPS device
• Supports scheduling in Map View by
plotting nearby, eligible, and available assigned to them. HTML Schedule Task user interface is also available for scheduling
Technicians based on skills, calendar within Dispatch Center.
and GPS data
• Powerful function based menus to
schedule tasks, reschedule tasks,
order parts, update task skill
requirements, etc.
• Trip Management tools to mass
block and optimize sets of tasks
• Scheduling and managing multi-day
tasks
• Visibility into projects information for
Tasks created by/for Projects
• Visibility into spare parts
requirements, order status, parts
reservations, warehouse and
shipping information
• Updating/viewing customer access
hours, customer confirmation
process, and the creation and display
Figure 2. HTML Dispatch Center
of task dependencies
• Commit functionality to release
tasks/work to the field GPS System integration enhances tracking field technicians
• Embedded Analytics and Metrics and assets
within Dispatch Center The Dispatch Center provides out of the box integration with Geographical Positioning
• Time Zone Support System (GPS) system provided by GPS Service Providers, to enable real-time location
• Create/View Notes and Attachments tracking of Technicians and Assets (stationary and mobile) in the field. Technician and
Asset location can be stored consistently, displayed on the map real-time and can also

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be used for subsequent audit and analytics. GPS Service Providers also provide many
useful reports for measuring technicians’ productivity, vehicle usage, driving habits and
safety, fuel consumption, un-official travel, etc.
TECHNICIAN PORT AL

• Get work and manage Task assigned

Technician applications increase productivity and visibility
status from personalizable dashboard Oracle Field Service provides a Technician Portal that allows field technicians to receive
• Debrief/report parts usage, recovery, work (FS Tasks), quickly update tasks status (traveling, working, on hold, completed,
labor, travel, and expenses closed, etc.), and debrief results (parts, labor, expenses). Technicians are provided with
• Update Counter/Meter Readings the customer, product, contract, and knowledge information needed to deliver top quality
• Capture Electronic signature record service in a timely fashion. Real time updates provide the dispatcher with the timely
• Quick links to access spares status information needed for quick reactions and meeting SLAs. In addition, an
functions Administrator Portal is also provided so a District Administrator can enter transaction on
• Service Request creation behalf of field technicians to correct mistakes and support technicians that do not have
• Knowledge base search mobile devices or wireless access.
• Task Self Scheduling
• Admin Portal for support personal
who work for/with multiple field
technicians with full Time Zone
Support
• Improve technician productivity by
eliminating duplicate data entry and
streamlining time- intensive processes

Figure 3. Field Service Technician Portal

REAL-TIME GPS TRACKING AN D

MAPPING
Reduce Service Costs
• Track Technician, Vehicle or Asset
location I real-time Oracle Field Service reduces service costs through automated billing, dispatch
• Display technician/Vehicle location on avoidance, and optimal scheduling of technicians.
Maps using real-time GPS location
data
Dispatch avoidance minimizes expensive field visits
• Find Technicians located close to a
customer site to handle Service organizations can minimize expensive service visits by using more cost-
emergency/break-fix jobs effective channels for service delivery. Oracle TeleService and Oracle iSupport
• Use EBS Application Data in leverage Oracle Knowledge Management and SES to enable first-call and web-based
conjunction with the stored GPS resolution through features such as a solution advisor, troubleshooting scripts, problem-
location data for custom reporting and
analytics solving techniques and knowledge base search.

Optimized scheduling reduces service delivery costs

Oracle Advanced Scheduler enables effective resource assignment and dispatch by
OPTIMIZED TECHNICIANS SCHEDULES using advanced algorithms and spatial data to calculate travel time and assign the
lowest cost resources to the task. Advanced Scheduler will also automatically order

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• Optimized schedules lead to parts when required and check skills to make sure the technician is qualified to do the
significant decrease in travel time and
cost task.

• Increased work force productivity

Automation shortens the billing cycle

After the technician completes the task(s) and debriefs the work performed (parts used,
labor, travel, expenses), Oracle Field Service automatically calculates the appropriate
Charges and forwards them to OM and A/R for invoicing. Price Lists are used to price
the service and parts. While Contracts and Warranties are used to discount the charges
they cover. This automation shortens the billing cycle and greatly reduces billing errors.

Scheduling emergencies during after-hours/stand by shifts

AFTER HOURS/STAND BY SHIFT
SUPPORT Dispatch Center enables Service Providers to operate a 24x7x365 support and field
• Associate Stand By shifts to Calendar service especially when their equipment is mission critical (e.g. medical devices). To
and assign resources
provide this service, field technicians are typically required to intermittently be on stand
• Flexible options to consider resources by in case an emergency call comes in after regular hours or on the weekend. Dispatch
in Stand By Shifts
Center provides the ability to view stand by shifts in the Dispatch Center Plan Board and
Gantt chart, and to include Technicians working in stand by shifts during interactively
scheduling emergency jobs.

Preventive Maintenance
PREVENT ATIVE MAINTEN ANCE
Most service organizations perform some kind of preventive maintenance to improve
• Supports usage and time based PM
product performance and reduce down time and repairs. Oracle Field Service provides
programs
a powerful preventive maintenance solution that supports counter/usage and time based
• PM schedule generated from usage
forecasts or from schedule windows programs. Oracle Contracts supports the setup and sale of PM Coverage/Contracts
defined in PM Contracts including custom PM schedules. Once the preventive maintenance module has created
• PM service requests and tasks the PM Schedule and automatically generated the corresponding PM Service Requests
automatically generated from PM and Tasks, they can flow through the scheduling and execution process like other field
Schedule service work

Outsourcing Field Service functions to Third Party

Organizations
THIRD PARTY (OUTSOUR CED) FIELD
SERVICE FUNCT IONS
Often Service Providers and Original Equipment Manufacturers (OEMs) work on a
• Supports scheduling Tasks to Third
24x7x365 basis for attending to Break-Fix calls, in order to meet customer SLAs and
Party Service Providers
contractual obligations. They have to dispatch in house Technicians or transfer the call
• Monitor and update Tasks being
executed by Third Party Service to a competent Third Party Organization possessing necessary skills already identified
Providers and designated to work in a specific territory. OEMs typically have mixed mode of field
• Third Party Administrators reassign, service operation where in they have their employees (Technicians) as well as a few
reschedule and capture debrief for Third Party Organizations contracted to handle field service calls. OEMs typically have
Tasks on behalf of their Technicians some Third Party Organizations to absorb the overflow work. Third Party Administrators
have the ability to accept, update, reschedule, reassign and capture debrief, and notes
for tasks on behalf of their technicians. The Dispatch Center supports monitoring Tasks
scheduled to Third Party Organizations and their Technicians. Dispatch Center provides
ability to query and view Tasks scheduled to Third Party Service Providers. Interactive
scheduling capabilities of the Dispatchers include the improved Schedule Tasks UI to

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present plan options for internal Technicians as well as Third Party Service Providers.
RELAT ED PRODUCTS Dispatchers will be able to commit and release Tasks scheduled to Third Party Service
Providers. Dispatchers can monitor and perform all functions, including updates to
Tasks scheduled to Third Party Service Providers.
• Oracle Mobile Field Service
• Oracle Spares Management
Improve Operational Performance
• Oracle TeleService
Field Service Command Center is a solution built on the Oracle Enterprise Command
• Oracle iSupport
Center (ECC) platform. This solution allows users to proactively monitor field service
• Oracle Advanced Scheduler
tasks and effectively manage field workforce utilization to achieve maximum customer
• Oracle Contracts satisfaction and profitability. Field service managers and technicians can leverage this
• Oracle Depot Repair solution to quickly identify exceptions, escalations and tasks in jeopardy by product,
• Oracle Order Management geography, customer, and technician. With powerful search, guided navigation and
• Oracle Inventory drilldown capabilities field service organizations can improve compliance with service
level agreements by proactively identifying risks, quickly finding opportunities to load
balance field jobs and increase daily throughput.

RELAT ED SERVICES

The following services support Oracle

Main Product:
• Update Subscription Services
• Product Support Services
• Professional Services

Figure 4. Field Service Command Center

Empowering field service technicians enables up-sell and

cross-sell
When technicians have easy access to all relevant customer and product information,
they can easily suggest appropriate upgrades and services. Oracle Field Service puts
information about the customer products, and contracts at the technician fingertips and
also allows them to create work orders in the field.

Automatic Creation of Oracle Time and Labor Time Cards

Oracle Time and Labor (OTL) is integrated with Field Service to make creating OTL
Time Cards more accurate and efficient. Field Service Labor Debrief data is used to

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automatically create OTL Time Card Entries for applied labor. Field Service Personal
Tasks data is used to create OTL Time Card Entries for unapplied labor. Field Tech can
use the OTL Mobile Application to view, adjust, and submit his/her Time Card for
management approval and posting to Payroll Systems.

CONTACT US
For more information about Oracle Field Service, visit oracle.com or call +1.800.ORACLE1 to speak to an
Oracle representative.

CONNECT W ITH US

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