Oracle Field Service - An Overview

Oracle Field Service (formerly Service Online) automates the process of dispatching field technicians to service calls in remote locations by:

• Providing a centralized view and point of control for monitoring Field Service activities to increase productivity and reduce costs.

• Ensuring adequate staffing and on-time arrival of field service personnel for improved customer satisfaction.

• Diagnose symptoms and potential resolution for service calls before dispatching field service resources to prevent unnecessary service calls.

FS has 3 main components >>

1. Dispatch Center (DC)
2. Administrator Portal (FSAP)
3. Technician Portal (FSTP)

Dispatch to Debrief process:

Part of 'Service Request to Resolution Process'.

Receive SR >> Create FS Task >> Schedule FS Task >> Commit FS Task >> Execute FS Task >> Debrief FS Task >> Close Task & SR

Debriefing involves updating:

• Time used
• Parts used and recovered
• Expenses incurred
• Counter readings
• Resolution documentation