Slide 3 - Oracle Field Service Cloud Release 16.8

Adobe Captivate 星期一, 四月 09, 2018

Oracle Field Service Cloud Release 16.8

Slide notes Hello, my name is Erik. Welcome to training for Oracle Field Service Cloud, Release 16.8.

In this session we will talk about what’s coming in Oracle Field Service Cloud for enhancements to resource configuration.

of 20 Adobe Captivate 星期一, 四月 09, 2018

Agenda

Slide notes For the enhancements covered in this training, we’ll give an overview, followed by more detail to explain how you can use them, and what business value they bring.

Next, we’ll explain what you need to consider before enabling these features in your business, and what you need to know to set them up.

Enhancements Overview

Slide notes Release 16.8 includes several enhancements that will help simplify resource configuration, including: • A new concept, the Resource Role attribute, which helps determine which features and options are available to a resource type, • The ability to simultaneously create a resource record and user account for resources in the field as part of the same process, • And new requirements that active field resources have an associated user account to ensure activities aren’t assigned to resources that cannot complete them.

Resource Role

Slide notes Resource type configuration has been dramatically simplified and streamlined with the addition of a new resource type attribute, the Resource Role. The Resource Role defines the features and behavior of the resource type, such as whether activities can be assigned and if the resource can be part of a team, to name a few options.

Resource Role

Slide notes Available resource roles include: • Field resources, which are resources that have associated work skills and work zones and can be assigned and complete activities. Field resources have a related user that is an actual person or crew of people who can perform work. • Vehicles, which are resources that can have associated work skills, inventory, and can have geolocation tracking enabled. They can be only be assigned teamwork activities, and can share their work skills or inventory if so configured. Of note here is that “work skills” doesn’t have to be a skill in the traditional sense, like the knowledge and training to perform an installation. They can be used as conditions. A truck might have a work skill of “pole work” to indicate it has a bucket which can be used by personnel to work on jobs that required elevated access, for example. • Tools, which are similar to vehicles in that they can have associated work skills, inventory and geolocation tracking, all of which can be shared. They can also be assigned to a team and cannot have activities directly assigned. • Buckets, which are resources used to accumulate activities for distribution to field resources. Routing can assign activities to buckets, which will then assign them to field resources. • And Organization Units, which aggregate field resources, vehicles and tools in the Resource Tree hierarchy to simplify management and reporting. Previously these would have been indicated by checking the ‘Groups of resources’ selector. These five resource roles are the only options and they are automatically available to you after upgrading to version 16.8.

Resource Role

Slide notes When creating a new resource type, you’ll select one of the available roles, and the features which can be selected will change depending on the role. This feature filtration ensures only features that are relevant to the role are available.

Please note that it is possible to have multiple resource types with the same resource role – so there could be both ‘technician’ resource type and a ‘supervisor’ resource type that both had ‘Field Resource’ as their resource role.

Resource Role

Slide notes The key benefits of this enhancement include: • A more intuitive and dynamic screen, so that configuration of Resource Types becomes even easier, and • A more effective directed configuration process, which removes potentially confusing attributes and helps you properly configure your Resource Types.

Mobile Resource User Accounts

Slide notes The next enhancement is that the creation of user accounts for mobile or field resources has been simplified so it can be done as part of the process of creating a field resource record.

Previously, separate resource records and user accounts would need to be created first and then linked together.

Mobile Resource User Accounts

Slide notes This streamlined process means you won’t have to fill out duplicate fields in two different locations, or set the relationship between the user and resource.

Field Resource Status

Slide notes The last enhancement we’ll cover is situations where the system will have limited operations available relative to a Field Resource based on that resource’s status. Circumstances which could cause this problem include: • A resource whose status is ‘inactive’ • If there is no linked user account which has designated the resource account as the ‘main resource’ • If there is a linked user account, but the user account is inactive, • Or if the resource is missing a valid calendar In order to avoid these situations, a very obvious alert will show in the Resource Tree.

Slide notes If one of those situations applies, the following limitations will occur: • Routes cannot be activated or deactivated; • Routing cannot assign activities to the resource • Activities in the resource route cannot be created, started, completed, not done, or suspended; • Activities cannot be moved to this resource, and the resource will not be available in the Move screen • Activities cannot be assigned to the resource via self-assignment functionality; • The resource will not be available as result of the findMatchingResources function • And Quota for such resources is not calculated in the Max available amount

Slide notes The main benefits of this new feature are in helping to minimize the risk that activities are assigned to resources who cannot accomplish them and in alerting dispatchers or managers to the situation.

Summary of Enhancement Capabilities

Slide notes Here is the summary of the features I have talked about today: The Resource Role is a new Resource Type attribute which helps define the features and behavior of the resource type. This includes whether they can be assigned activities, whether work skills and inventory can be shared with a team, and whether the resource type will be used for Quota management. A new process allows for simultaneous creation of a resource record and a user account for field resources. And new settings that ensure that field resources that do not have a valid active user account and resource record aren’t assigned activities.

Additional Information

Slide notes Resources that have role of Vehicle or Tool have the following specific limitations: • Activity in the resource route can be created, started, completed, not done, or suspended only if they are teamwork activities • Activities can't be moved to this resource • The resource can't be available in Move screen. • The resource can't be available as result of findMatchingResources API function

Implementation Advice

Slide notes In this implementation advice section we will go through what you need to consider before enabling these features in your business, and what you need to know to set them up.

Feature Impact Guidelines

Slide notes This table depicts key upgrade information for the new features covered in this training.

The resource configuration enhancements discussed today are automatically available after upgrade and are included in shipped job roles. No additional setup is required.

Setup Summary – Resource-User Migration

Slide notes When you upgrade to the August 2016 release, your existing resource types, resources, and users need to work as they have in the previous version. Toward that end, Oracle Field Service Cloud has developed a migration method that maps your existing resource types to the new resource type roles.

The mapping method uses the features of the current resource types to map them to a resource type role. The migration process also includes verifying that all field resources have assigned users. When a user is missing from a field resource, the migration process creates a user automatically.

Setup Best Practices

Slide notes To minimize the automatic creation of new users, you can take the following actions prior to upgrading to August 2016: • Manually set associations between field resources and users. • Identify resources that are not being used and set their status to inactive. The August 2016 Field Service Cloud Features Guide includes the necessary steps to perform those actions.

Setup Detail – Processing Migration Results

Slide notes After the migration process, you can review the Resource-user associations for 16.8 migration report which displays all the new users that were created. The report details any operations which were done during the migration – whether a User was associated with a Resource or a User was created and associated with a resource, and the reason operations were performed. After the migration process, you can perform the following actions: • Change the resource role type. • Replace the automatically generated user. • Change the association between field resource and user. The specific steps for each action are detailed in the August 2016 Field Service Cloud Features Guide.

Job Roles

Slide notes This table details the shipped job roles that will access the new capabilities covered in this training. The single job role that every instance of OFSC will have is the Privileged Administrator role. Customers can create additional job roles that will have access to these features, provided the role has access to the company Business Rules screen and the appropriate configuration. Security roles have not changed as a result of these enhancements. This concludes this presentation, thank you for listening. You can easily pause and rewind any of these slides if you require additional time to take in the detail.