Field Service

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  • Wayne Hywari
    Use OFSC videos100%
    Topic posted April 18, 2016 by Wayne HywariGreen Ribbon: 100+ Points 
    Title:
    Use OFSC videos
    Content:

    For those who're new to using OFSC, links to short (2-5 minute) usage videos are posted here:

    http://docs.oracle.com/cloud/latest/fieldservicecs_gs/servicecs_videos.htm#

    Videos will be added so the manage and mobility interfaces are covered.

  • Zsolt Tolgyesi
    New report in 18A: Configuration History2100%
    Topic posted May 17, 2018 by Zsolt TolgyesiGold Crown: 30,000+ Points, tagged Dashboard / Reporting 
    Title:
    New report in 18A: Configuration History
    Content:

    Hi all,

    I hope you aren't miss one of the best part of 18A: Configuration History, where you can examine users actions related to configuration. This option was available only for Oracle Support staff in the past.
    http://www.oracle.com/webfolder/technetwork/tutorials/tutorial/cloud/service/18A-field-service-wn.htm#F2255

    Regards,
    Zsolt

    Version:
    OFSC 18A
  • Shilpa Shonkhia
    REST or SOAP780%
    Topic posted June 13, 2018 by Shilpa ShonkhiaBronze Medal: 1,250+ Points 
    Title:
    REST or SOAP
    Content:

    Hi,

    Can someone please guide on the Oracle's guideline to use API's. We have to decide on REST or SOAP.

    Is there a plan to deprecate SOAP API's in future?

    Thanks

    Shilpa

    Version:
    latest
  • Graham Sawell
    OFSC LinkedIn Group1100%
    Topic posted July 12, 2018 by Graham SawellBlue Ribbon: 750+ Points 
    Title:
    OFSC LinkedIn Group
    Content:

    Hi all,

    I've set up a LinkedIn group for those of us interested in networking and connecting with other OFSC users/experts. https://www.linkedin.com/groups/13610209

    We often have clients who are in need of contractor support or are looking to recruit on a permanent basis, or even are just looking for some user sentiment/advice, but the talent bank for OFSC is very sparse compared to the rest of the CX portfolio. I have trained hundreds of consultants on OFSC implementation over the years but unfortunately I don't have everyone's contact details, so if I trained you then hello again, and if not I look forward to meeting you smiley

    Please feel free to join and invite those you know who experienced or new to OFSC so we can make the most of the community.

  • SAJI MATHEW
    New Bar code Scanner4100%
    Topic posted March 2, 2018 by SAJI MATHEWGold Medal: 3,500+ Points 
    Title:
    New Bar code Scanner
    Content:

    It's happy to hear that Oracle introduced barcode scanner along with OFSC app (18A version), this feature will make the field service agents job much easier than before. With this feature, the field service agents can quickly identify/verify the customer assets by scanning the barcode.

    --Saji

    Version:
    18A
  • Sarah Sheehan
    Time-based routing for field service: Using a time-based...100%
    Topic posted October 7, 2015 by Sarah SheehanBronze Medal: 1,250+ Points 
    Title:
    Time-based routing for field service: Using a time-based approach to yield greater efficiencies
    Content:

    This updated white paper includes a comparison of three routing methodologies for mobile workforces, demonstrating that time-based routing yields more accurate travel times than linear-distance or street-level routing.

    Time-based routing results in schedules that are more stable throughout the day and more thoroughly optimized across the entire enterprise.

    Document:
  • Tanya Paroz
    Follow up responses to questions raised on the Customer...100%
    Topic posted September 17, 2015 by Tanya Paroz 
    Title:
    Follow up responses to questions raised on the Customer Roadmap Webinar (Jeff Wartgow) earlier this...
    Content:

    Is there any plans for configuration deployment tools. I.e. export from 1 system and import into another?

    Oracle Field Service Cloud is committed to making our software as easy to configure as possible.  In the next two releases, we are have completely revamped many of our configuration screens and are rolling out configuration logs.  In regards to configuration development tools, (export from 1 system and import to another), we have no immediate features on the roadmap, but we would love to hear from you would you think would make the most impact.

    The 2 way authentication that exists for Outbound API, is this being added to other APIs? I.e. Capacity, Inbound etc?

    There were no changes to authentication in the capacity API or the Inbound API. If this is something that is critical we recommend submitting the request to the Ideas Lab and we will review it.

    Right Now knowledge base - if we have exisiting propietary knowldge bases do these need to be migrated to RN Knowledge base of can RN KB integrate with existing databses?

    Speaking for Field Service, I believe a customer could do an integration with a proprietary knowledge database using our standard API layer.  However, in regards to migrating an existing proprietary knowledge base into the RN Advanced knowledge, content would need to be migrated.  However with federation, they could crawl external HTTP content.

    Right Now and Oracle Field Services integration - as this is relatviely new are there reference customers who have been able to tightly integrate these two systems and are their expereinces able to be shared?

    To start, Oracle Field Service cloud has a successful track record of integration with hundreds of backend systems, so regardless of what you want to integrate into the application, you should have a good experience.  Speaking to RightNow in particular, the uptake on the integrated solution has been quite impressive since we launched it in May and there are currently at least four deployments in progress.

  • Zsolt Tolgyesi
    Tip: Enrich activity list on Mobile1100%
    Topic posted May 29, 2018 by Zsolt TolgyesiGold Crown: 30,000+ Points, tagged Collaboration 
    Title:
    Tip: Enrich activity list on Mobile
    Content:

    Just a tip: the activity list on Mobile can be enriched with different text attributes for better viewing:
    Configuration > User Types > Screen configuration > Collaboration and Identifiers > Identify activity by
    Available options: reorder, put new fields, bold, italic, font size and color.

    Version:
    OFSC 18A
  • Umer
    How a Oracle Field service cycle works?Answered3100%
    Topic posted January 19, 2018 by Umer Silver Trophy: 7,500+ Points 
    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

     

  • Umer
    Configuration/Customization of OFSCAnswered5100%
    Topic posted January 17, 2018 by Umer Silver Trophy: 7,500+ Points 
    Title:
    Configuration/Customization of OFSC
    Content:

    Dear Experts,

    I am new to OFSC and trying to figure out configuration and customization flow, requirements to setup OFSC and relation between OFSC and Oracle RightNow. Would we need only OFSC subscription for the configuration/customization of OFSC or we also need to have Rightnow subscription also? Can we use agent console to configure and customize OFSC? Do Oracle provide demo/trail version of OFSC?

    I have gone through few of videos and online articles, here is my understanding:

    • OFSC is a totally separate SAAS product and it does not need to have Oracle RightNow to configure and customize.
    • We cannot use OFSC within RightNow. In order to do so we will need integrations to move data in between these two products.
    • OFSC user accounts are different than RigthNow agent accounts.

    Kindly, correct if my understanding is wrong in above points please.

     

    Thanks