Oracle Field Service 11i实施指南：最新版详细教程

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Field Service Di sp atch Center Features

• Shows informatio n for a selected task such as related service

request, escalations, par ts transactions, Install Base related information, resources

assigned for a task, a nd customer address information.

• Scheduling or tas k assignment, either automatically or manually, to one or more

service representatives. The automatic process of scheduling ta sks can be run a s a

background process.

Task assignment is assisted by the use of the Assignment Manager.

When Oracle Scheduler is installed, you can optimize your scheduling

capabilities. Driving time and distance for the service representative is provided, a nd

parts reservations are made.

• Managing parts information. Locating, ordering, and monitori ng parts for specific

tasks.

When Oracle Scheduler is installed locating parts and creating reservations is do ne

automatically.

• Commitment of tasks and daily schedules to service representatives, either

automatically o r manually. When parts reservation are created an order for the

parts is initiated by this process.

The tasks or daily schedules are send to the serv ice representative’s mobile

application with information about the task, related service request, problem

and resolution, customer address information, Install B ase information when

applicable, and counters.

• Monitoring schedules, activities, and progress, of service representatives.

Use different grids to visualize the planning such as a daily view, view over a period

of time (user definable), or a geographical representation.

Escalation notifications give you the ability to react to non-conforming tasks ( tasks

that for some reason become non-conforming, for example parts aren’t available

anymore, contract response times can’t be met).

• Making a se le c tion of tasks based on characteristics such as ready to be

planned, plann ed for today, or escalated.

• View service history for a customer or a product.

• Manages resource availability for single or multiple technicians. Through the Trips

Managment UI, a dispatcher can easily block the trips of a single field technician or

multiple t echnicians, temporarily freezing the schedule in the process. You can also

unplan or reschedule the enginee r’s tasks.

• Uses robust skills management and assignment functionality to effectively assign

tasks to appropriate technicians, based upon ski ll requirements and skill levels.

• Uses advanced color coding functionally, which makes the various tasks with in

the Plan Board and Gantt easily identifiable, dep ending upon a number of

factors, including the task’s priorit y, status type, or plan option.

Field Service Debrief Featur es

• Reporting on parts, expenses, and labor for a ta sk. Ultimately resulting in updates to

Inventory, Install Base, and Charges.

1-4 Oracle Field Service Implementation Guide

• Reporting on counters. From Field Service Debrief you can easily access the Capture

Counter Reading fun ctionality from Oracle Service to c apture counter readings.

• Direct access to specific Spares Ma nagement functionality such as View Move

Order, Create Move Order, and View Onhand Quantity.

• Access Notes, Calendar, or Interaction History directly. A technicia n can also view

notes tha t were created with service requests or tasks.

Spares Management Features

• Integrates with Oracle A dvanced Scheduler to assign and schedule technicians based

on the av ailability of technicians and the availa b ility of parts.

• Integrates with the Dispatch Center and provides the following functionality:

• Point-and-click parts search tool

• Create parts orders for the technician

• View parts order status for the task

• View parts required for the task

• Trac ks both usable and defective parts through the complete logistics cycle. Defective

inventories are created when the tec hnician recovers repairable parts from the

customer site .

• Uses order creation functionality specifically designed to handle the technician’s

parts orders. The UI can be used to either create an internal order or a p arts

requirement for a specific task. This functionality allows the dispatcher to link an

internal order to a service request or task; a utomatically enters par ts linked to the

task; displays a technician’s inventory for parts being ordered; integrates with

Available-to-Promise to determin e source; and offers a view of substitute parts.

• Uses robust excess return functionality to use busine ss rules to focus on high impact

parts excess. Excess parts are identified based on max leve ls and excess orders c an

be automatically created based on planner review.

• Uses an Authorized Stock List (ASL) to define which parts should be stocked, where

they should be stocked, and in what quantities. The ASL recommendation is based

on usage history, planning parameters and planning method. The parameters can

be uniquely applied to e ach technician or warehouse, or defaults can be applied

which would help to avoid excessive data entry where many field technicians are

involved. Advanced planning metho ds can be used to address the more complex

scenarios typical in a field service environment.

• Spares Management is tightly integrated with Oracle Depot Rep air, which is an

additional automated warehouse replenishment process, whereby parts are repaired

at an internal depot and then circulated bac k into the supply chain for further

use. In this scenario, defective parts are removed by a technician from a customer

site and consolidated with other defective parts at an internal warehouse. From

there, a planner creates an internal order, which ships the parts to an inte rnal

depot that is supported by the Oracle Depot Repair application while, at the same

time, creating the repair order and the interna l order that ships the repaired p arts

back to the c entral warehouse.

Introduction 1-5

Preven t ive Maintenance Features

• Maintains and administers Preventive Maintenance programs, which includes

authoring service contracts with Preventive Maintenance programs attached, by

leveraging robust Oracle Complex Maintenance, Repair, and Overhaul (CMRO) and

Oracle Service Contracts functionality.

• Logs service requests and allocates tasks to the appropriate resources with the

right parts and schedules them in anticipation of the service nee d. The Preventive

Maintenance demand can be based on th e usage of the relevant item (estima ted or

actual usage). Also, the demand can be based on the date interval calculated from

historical information (such as the service fulfillment date) or on the calendar such

as defined in the contract.

• A concurrent program generates the Preventive Maintenanc e requests autom atically

(service requests and tasks). The tasks are created as a result of task templates, which

are associated with the activities su c h as defined when recording the Preventive

Maintenance de mand.

Field Service Technician’ s Portal F eatures

Field Service Technician’s Portal is a web-based module designed to enable field

technician’s to receive service request and task information for tasks assigned to them. I t

allows technicians to manage tasks and spare parts, to add notes, and to initiate new

service requests.

These are the features of the Field S ervice Portal:

• Provides a personalized dashboard view to serve as the e ntry point for a field

technician.

• Allows for customizable multiple views for the dashboard, depending upon the

technician’s preferences.

• Enables search capabilities on service request, task number, and customer

information.

• Provides integration to O racle Install Base for item instances.

• Supports Knowledge Base integrati on.

• Provides the ability to view and create service requests, tasks, and notes.

• Provides access to spare parts information and enabl es a technician to order parts.

• Provides for the ability to return and receive parts.

1-6 Oracle Field Service Implementation Guide

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