Introduction

Oracle Field Service drives profitability by automating the process of dispatching field technicians to service calls in remote locations.

Prerequisties

• Oracle Service Fundamentals

Course Content

1. Overview of Field Service

• The Service Suite
• The Service Request to Resolution Process
• Creating a Field Service Task
• The Dispatch to Debrief Process
• Scheduling a Field Service Task
• Executing a Field Service Task
• Debrief Components
• Closing a Field Service Task and Request

2. Prerequisite E-Business Suite Setups and Integrations

• Mandatory and Recommended Implementations
• Field Service: Mobile
• Prerequisite Common Application Components
• Prerequisite Setups for Creating, Scheduling, and Completing a Task
• Responsibilities of the Field Service Implementer

3. Oracle Field Service Implementation

• Setting up Field Service Resources
• Setting up Territories and Scheduling
• Using Skills for Scheduling
• Generating Trips
• Implementing Preventive Maintenance
• Scheduling Tasks Longer than a Standard Shift

4. Implementing and Using the Oracle Field Service Dispatch Center

• Dispatcher Tasks in Service Resolution
• Dispatch Center Right-Click Menus
• Managing Schedules and Trips
• Google Maps and GPS in Scheduling
• Dispatch Center Setups

5. Setting Up and Using Field Service Advanced Scheduler

• Advanced Scheduler Key Features
• Selecting and Scheduling Tasks
• Finding Eligible Technicians for Tasks
• Scheduling Cost Options
• Parts Order
• Understanding Trip Optimization
• Advanced Scheduler Parameter Setups

6. Setting Up and Using Field Service Technician Portal and Debrief

• Technician Tasks in Service Resolution
• Features of the Technician Portal
• Parts Order for a Task
• Parts Order for Trunk Stock Replenishment
• Debrief Components
• Debrief and Post-Debrief
• Debrief Setup
• Task Status Transition Flow

7. Setting Up and Using Oracle Spares Management

• Spares Management Supply Chain
• Field Service Logistics
• Usable, Excess, and Defective Parts
• Technician Priority Orders
• Parts Search and Ordering
• Part Priority

8. Setting Up and Using Field Service Administrator Portal

• Administrator Tasks in Service Resolution
• Administrator Portal: Key Features
• Administrator Portal Setup
• Debrief Correction Process
• Charges Correction Process

9. Profile Options and Scheduling Parameters for Field Service

• Setting Up Profile Options
• Dispatch Center Profile Options
• Advanced Scheduler Rules and Parameters
• Scheduler Cost and Window to Promise Parameters
• Debrief Profile Options
• Spares Profile Option for Excess and Defective Returns

10. Summary of R12.1 Oracle Field Service Fundamentals

• Overview of Field Service
• Debrief Process
• Setting Up Field Service Resources
• Setting Up Territories and Scheduling
• Setting Up and Using the Dispatch Center
• Setting Up and Using the Technician Portal
• Setting Up and Using the Administrator Portal
• Oracle Field Service Learning Path