Can you connect field service to your supply chain to provide an enterprise solution that ensures your technicians have the parts they need to complete their service call quickly and profitably?
See the first built-for-the-cloud service solution that spans call center, field service, and supply chain activities.
Find out why Oracle is a Leader in the IDC MarketScape report for Worldwide Manufacturing Service Lifecycle Management.
Easily track service requests for customers and partners across multiple channels.
Stay organized with a single view of service requests across all sources. Manage all real-time channels from one location.
Provide fast and accurate answers to agents from all sources across global organizations.
Match technician skills and schedule to incident requirements. Oracle Cloud Service Logistics uses machine learning recommendations to create efficient routes and repair schedules.
Manage field service compliance with service level agreements and dispatch your mobile workers in a timely and efficient manner. Proactively react to changing priorities in the field and dispatch technicians based on real-time location of each mobile worker.
Equip the field service technicians with a highly configurable mobile solution that increases worker productivity and provides real-time updates to the back office and peers.
Give employees the ability to accept inventory transfers, job assignments, and share location information with the click of a button.
Provide your customer with an estimate of the repair cost and generate a return material authorization to return the asset for repair. Quickly and easily create a work order, execute the repair, and ship the repaired asset back to your customer.
Manage the entire flow of work in your repair organization with linkage of returns to repair work orders, charges, shipments, and invoices. Optimize resource usage and properly bill for services.
Easily check availability and order a service part from within a service request.
Ensure that the right part is quickly sent to the right place to resolve your customer’s issue.
Enable field service technicians to easily order, receive, transfer, and reserve parts for their trunk stock, ensuring they always have the right parts to perform their work.
Initiate return material authorization for customer returns within a service request.
Properly review charges for parts, labor, and expenses incurred while performing services.
Easily make any necessary corrections and/or updates to charges for parts, labor, and expenses, ensuring accurate billing along with proper cost recording and asset updates.
Submit reviewed charges for billing to receive timely payment for services rendered.
Ensure that service costs are properly captured and recorded, then analyze those costs to drive profitability improvements in your service business.
Connect your front office to the back office and deliver exceptional customer service while improving profitability.
Connect your supply chain to your customer service and field service for a complete, end-to-end service solution.
Provide phenomenal customer care with a single point of contact for every customer interaction.
Gain complete visibility into the return and repair process with status checks to ensure depot repair is executed quickly and accurately.
To take full advantage of the Oracle Service Logistics Cloud functionality, users need to be properly licensed based on their role.
|Service Agents||Service agents must have an Oracle B2B Service Center license. This will enable users to order parts for a service request using the Oracle Service Logistics Cloud screens at no extra cost.|
|Field Service Technicians||Field service technicians must have an Oracle Field Service Cloud license. This will enable users to order parts, receive shipped parts, and debrief parts and labor at no extra cost. One hosted Oracle Integration Cloud environment is required for Oracle Field Service Cloud integration.|
|Depot Repair Technicians||Depot repair technicians must have an Oracle Supply Chain Execution Cloud license. This will enable users to execute and close out depot repair work orders at no extra cost.|
|Parts Managers and Handlers||Parts managers and handlers must have an Oracle Supply Chain Execution Cloud license. This will enable users to pick and ship parts for sales orders and internal material transfers for service parts.|
|Field Service Coordinators/Administrators||Field service coordinators/administrators must have an Oracle Order Management Cloud license. This will enable users to check part availability, as well as review and submit charges for invoicing. If no such role exists, an Oracle Order Management Cloud license is still required.|
|Depot Repair Managers/Administrators||Depot repair managers/administrators must have an Oracle Order Management Cloud license. This will enable users to manage returns and create depot repair work orders, as well as submit charges for invoicing.|
|Subscription or Warranty Administrators||Subscription or warranty administrators must have an Oracle Subscription Management Cloud license to manage service contracts.|
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