Field Service

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  • Kayleigh Fitch
    Connecting your contact center and field operations for...Answered5100%
    Topic posted June 22, 2015 by Kayleigh FitchRed Ribbon: 250+ Points 
    Title:
    Connecting your contact center and field operations for better service
    Content:

    You’re already using Oracle Service Cloud to seamlessly serve customers across all channels, but have you incorporated the most intimate customer channel into your strategy?

    Field service appointments may be the only time your customer will engage with your organization face-to-face. Plus, these interactions happen on their home turf—your field staff is standing on the carpet where their kids play, at the reception desk, or on the factory floor.

    If your contact center and field service operations are still functioning as independent entities, you’re missing out on opportunities to elevate customer satisfaction and drive efficiencies in your service processes.

  • Sarah Sheehan
    Q&A: What happened to ideas posted on TOA's legacy site?100%
    Topic posted May 14, 2015 by Sarah SheehanBronze Medal: 1,250+ Points 
    Title:
    Q&A: What happened to ideas posted on TOA's legacy site?
    Content:

    Recently a question came up regarding what happened to any ideas or suggestions posted on the old TOA forum. For others who may have the same question – all existing enhancement or feature requests were provided to the product management team and have been added to our internal Roadmap suggestions documentation.
     

  • Sarah Sheehan
    Tip: Send your feedback to a dedicated support email address100%
    Topic posted May 8, 2015 by Sarah SheehanBronze Medal: 1,250+ Points 
    Title:
    Tip: Send your feedback to a dedicated support email address
    Content:

    Just a reminder that you can send OSvC feedback to:

    osvc_support_feedback@custhelp.com

    This is an active mailbox that offers an easy way to let OSvC support know what’s on your mind. The team will be alerted to submissions and review them on a regular basis.

  • Sarah Sheehan
    News: Check out the Support Experience Forum100%
    Topic posted May 6, 2015 by Sarah SheehanBronze Medal: 1,250+ Points 
    Title:
    News: Check out the Support Experience Forum
    Content:
    Cross-posting from the News and Announcements forum, encouraging you to visit the new Support Experience Forum page. You can find a blog post describing what it's all about here.
  • Sarah Sheehan
    Online resources for OSvC product information and assets100%
    Topic posted May 4, 2015 by Sarah SheehanBronze Medal: 1,250+ Points 
    Title:
    Online resources for OSvC product information and assets
    Content:

    It's easy to reach the home of Oracle Field Service Cloud on the Oracle website.

    Bookmark the page or use the easy-to-remember URL: http://www.oracle.com/goto/field-service/

    This is a great place to find white papers, data sheets, analyst reports and more. The product pages include features and benefits for each solution module (Capacity, Routing, Core Manage, Mobility, Smart Location, Collaboration and Customer Communication).

    You can follow Oracle Service Cloud on Twitter here.

  • Sarah Sheehan
    What is field service? A quick primer100%
    Topic posted May 4, 2015 by Sarah SheehanBronze Medal: 1,250+ Points 
    Title:
    What is field service? A quick primer
    Content:

    Good morning! We've had some questions about what field service/field service management (FSM) software is. Accordingly, we've put together a short slide deck that should lay out the basics, including:

    • What is field service?
    • What is field service management software?
      • What customer problem does FSM solve?
      • What business problem does FSM solve?
    • The field service "loop"
      • Where it starts
      • Job booked; now what?
      • In the field: Field service fulfillment
      • Customer communication
    • Industries that typically need FSM
    • The changing approach to field service (reactive vs proactive)
    • Top strategic initiatives for best-in-class field service operations

    See the attached deck for more detailed information about the above bullet points. We welcome questions, so please join the conversation!

     

  • Erica (Leep) Anderson
    Welcome to the Community, Field Service (TOA)...1100%
    Topic posted April 30, 2015 by Erica (Leep) AndersonBlack Diamond: 60,000+ Points 
    Title:
    Welcome to the Community, Field Service (TOA) customers!
    Content:

    Greetings!

    With the Oracle acquisition of TOA Technologies in July 2014, there has been a lot of work to integrate the TOA/Field Service team, services, and technology into Oracle Service Cloud. This week we integrated Field Service into the Oracle Service Cloud Community, specifically:

    • "Field Service" discussion board in the Customer Forum, so customers can collaborate with each other and the Field Service team on their how-to questions, best practices, tips, tricks, etc.
    • "Field Service" is available on "Oracle Service Cloud Products I Use" on Member Profiles, so members can indicate if they use Field Service
    • "Field Service" tag to the Idea Lab, so customers can share and collaborate on their ideas for the Field Service product

    So I wanted to take this chance to extend a warm welcome to the Field Service (TOA) customers! Here's some detail to help you get started within the Community. There are several projects underway to improve different aspects of this site, but in the meantime, let us know if you have any feedback on this site/community.  

    Thanks,
    Erica, Community Manager

  • Sarah Sheehan
    Common routing errors - descriptions and explanations2100%
    Topic posted April 23, 2015 by Sarah SheehanBronze Medal: 1,250+ Points 
    Title:
    Common routing errors - descriptions and explanations
    Content:

    Are you getting an error when you run routing? View the attached PDF to see descriptions that can help you understand why you're getting the most common routing-related errors, including:

    • Dynamic routing (Error 6000)
    • Both work length and key are undefined
    • No resources with required work zone/skill
    • Service window start is greater than service window end
    • Unacceptable jeopardy (unacceptable overdue)
    • Technician overloaded
    • Unacceptable overtime (Error 6009 "provider workday stop")
    • Unacceptable travel time
    • Undefined work-zone
    • Undefined work-skill
    • Error 6018
    • Provider workday stop (Error 6009)
    • Unacceptable overdue (Error 6007)
    • No resources found
  • Sarah Sheehan
    Tip: How to view all resources activities under a bucket...100%
    Topic posted April 23, 2015 by Sarah SheehanBronze Medal: 1,250+ Points 
    Title:
    Tip: How to view all resources activities under a bucket aggregator
    Content:

    If you are unable to view all your resources activities in the list/map/time view, you have most likely not selected "Apply Hierarchically" under "View." See the attached PDF to see a screen shot and further instructions.

  • Sarah Sheehan
    How to: Reset a user's password?100%
    Topic posted April 22, 2015 by Sarah SheehanBronze Medal: 1,250+ Points 
    Title:
    How to: Reset a user's password?
    Content:

    View the PDF below to learn how to reset a user's password in Oracle Field Service Cloud, including what to do if the user you are looking for is not on the list, and what it means if the Change Password link is not visible.