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Topic

    Umer
    How a Oracle Field service cycle works?Answered
    Topic posted January 19, 2018 by Umer Silver Trophy: 7,500+ Points 
    116 Views, 3 Comments
    Title:
    How a Oracle Field service cycle works?
    Content:

    I am trying to know about how OFSC life cycle works for a service request. That is from raising service request to its closer/resolution. I would like to know the stages a service request passes through from creation to closer. Any flow diagram or document regarding this would be helpful.

    I would also looking for answers of below questions:

    • how to create service request in OFSC? 
    • how assignment of the service request to the field service agents works? like based on automatic assignment (field agent skills, availability, department etc) or manual assignment
    • Is OFSC for field service agents only or end user (customer) can also use this and log his data

     

    Best Comment

    Zsolt Tolgyesi

    Hi Azam,

    It's kind of a hard request to introduce a complex program fully in a mail. The regular flow is can be different, because it's depend on your requirement and the implementation itself, so almost infinity versions can exist (for example you plan activity in OFSC and execute your own solution, and so on).

    A well known simple flow can be look like the following:
    - activity scheduled in CRM by CSR in collaboration with the client;
    - assigned to a technician (manually by dispatcher or automatically by Routing functionality) in OFSC Manage interface;
    - executed by technician on the field in OFSC Mobility;
    - activity automatically closing in CRM.

    I believe your last question is about this system is accessible for end clients or not. No, with my short version, this is a support system for activity execution on the field, but the data stored in it also very good to use for example inform the client about the planned activity's current status.

    Regards,
    Zsolt

    Comment

     

    • Zsolt Tolgyesi

      Hi Azam,

      It's kind of a hard request to introduce a complex program fully in a mail. The regular flow is can be different, because it's depend on your requirement and the implementation itself, so almost infinity versions can exist (for example you plan activity in OFSC and execute your own solution, and so on).

      A well known simple flow can be look like the following:
      - activity scheduled in CRM by CSR in collaboration with the client;
      - assigned to a technician (manually by dispatcher or automatically by Routing functionality) in OFSC Manage interface;
      - executed by technician on the field in OFSC Mobility;
      - activity automatically closing in CRM.

      I believe your last question is about this system is accessible for end clients or not. No, with my short version, this is a support system for activity execution on the field, but the data stored in it also very good to use for example inform the client about the planned activity's current status.

      Regards,
      Zsolt

    • Umer

      Thank you Zsolt. Your explanation makes lot of sense to me.

      From this i come to following:

      • End user/Customer cannot raise service requests to OFSC directly 
      • Customer will raise incident in some other system like RightNow and via integration RightNow will create incident in OFSC in case that incident requires field service
      • Once activity is created by either CSR or external system the life cycle of the field service request started.
      • a service request in OFSC is referred as an activity 
      • Activity is assigned to a technician based on his skills or by manually by a CSR
      • Once activity is assigned, technician will be notified via email. Every activity will have a execution/scheduled date.
      • Technician will go to customer's premise and perform the activity.
      • During activity execution a technician can collaborate with his team and can update activity
      • Once activity is performed, technician will close the activity

      Kindly, correct if any of the above point is wrong or out of sync.

       

       

    • Zsolt Tolgyesi

      Hi Azam,

      Yes, you're right. Just small modification. Customer can report it by phone also, so CSR can make the activity directly in OFSC then. The notifications are flexible, but you need to use external system to send messages to e-mail or to phone, but the destination can be anyone (I mean not only the technician, but customer also). After activity closing a new messages can be sent. The closing can trigger a flow in the source system if any additional steps necessary (for example, the issue isn't solved).

      Regards,
      Zsolt