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Oracle Field Service

Core Application

Oracle named a Leader in Gartner Magic Quadrant for Field Service Management 2022

Learn why Gartner cited recent innovations and enhanced capabilities for field service teams as Oracle's strengths.

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A robust solution to optimize your field service operations

As the nerve center of all field service operations, Oracle Field Service Core Application lets users manage all field activities centrally from a single interface with multiple real-time views of field operational statuses. It also includes intelligent job reassignment capabilities, long-cycle activity segmentation, and powerful reports that capture important metrics/KPIs.

Field Service Core Application extends the operational efficiency gains users gain from other Oracle Field Service components, such as scheduling and routing, mobility and collaboration tools, and forecasting and capacity planning.

A robust solution to optimize your field service operations
Figure 1: View all mobile employees in one centralized hub, in real time, using the Gantt time view, map view, or both at once.

Field Service Core Application—key benefits

  • Enhance customer experience, meet SLAs while completing a higher percentage of appointments within committed service windows
  • Improve management of field employees, contractors, and contingent workers with a single, unified interface
  • Gain a holistic view of all field activities in real time
  • Maintain schedule optimization as changes or exceptions occur throughout the day
  • Minimize unnecessary or disruptive communications with the field workforce

Complete visibility into your field service organization

View the current status of jobs assigned to every field worker on a single screen. Adjust the view to what works best for you; switch between a Gantt chart, map view, or list view—or any combination of these—to quickly determine the real-time status of field events. Easy-to-read color coding lets you see which jobs that are completed, in progress, or in jeopardy at a single glance.

Where other systems rely on averages to assign work, Field Service Core Application collects time-based measurements about everything that happens in the field and then uses those measurements to learn—and keep learning—how each person works. It then provides a visual display of the workday and makes updates as things change.

If an unplanned event occurs—such as the failure of a critical piece of equipment—Field Service uses intelligent job reassignment to identify the best resources to assign to jobs based on real-time availability, proximity, skill level, trunk stock, and other factors. Then, through simple drag-and-drop functionality, it easily reassigns jobs to different field service workers. Alternatively, the move screen can guide users through the reassignment process.

Field Service Core Application predicts—with 98 percent accuracy—when a field event will happen and how long it’ll take to complete. When unexpected events occur, such as bad weather, traffic jams, or worker absence, the solution works through the predicted resulting chain reaction. It then displays the impact in real time to the manager or dispatcher.

Complete visibility into your field service organization
Figure 2. Manage exceptions intelligently, ensuring that you have assigned the best person for the job, with Oracle Field Service Core Application’s foundational technology.

Easily schedule and manage long-cycle work events

Field Service Core Application supports job segmentation, meaning long-duration activities are automatically divided into segments across multiple days without requiring the complex linking of activities. Set parameters for required resources by scheduling and segmenting them to provide consistency in viewing and managing tasks. Schedule different resources for different tasks within a single multi-day activity so that the right resource completes the right task and jobs are completed as efficiently as possible.

Track field service performance against defined goals

Oracle Field Service Core Application provides access to dashboards and reports to assess performance and spot trends in real time—for individuals, teams, or your entire workforce.

Use the dashboard to view critical metrics as charts, graphs, or gauge and compare productivity over any time frame you choose. The dashboard displays real-time reports that show work status and help you to track their activities. For example, you can view your technicians’ productivity by work type in a formatted chart.

Oracle Field Service Core Application also seamlessly integrates with Oracle Analytics Cloud to give you more in-depth insights into your field service operations.

Oracle Field Service Core Application—available standard reports

  • Completion Progress by Volume
  • Completion Progress
  • Capacity by Category
  • Average Productivity by Activity
  • Average Productivity by Work Type
  • Resources by Statuses
  • Comparing Resources by Number of Activities
  • Comparing Resources Productivity
  • Auto-Routing Results Dashboard Chart
  • Routing Errors Reasons
  • Mean Time to Deliver
  • Percentage of Activities Met
  • Percentage of Customer Expectations Met
  • Post Activity Survey Responses Per Resource
  • Average Travel Time Per Resource
  • Activities by Status Report

The product is highly configurable and can ensure that data from the field is integrated with back-office enterprise applications for a more complete view of the product, the asset, the worker, and the customer.”

IDC MarketScape: WW Manufacturing Field Service Management Applications 2019-2020 Vendor Assessment

Oracle Field Service Core Application—key features overview

  • A real-time view of the field with multiple displays including Gantt chart, map, and list views
  • Real-time location tracking
  • A hub for technician, work order, and service level agreement management along with a predictive view of current and future work activity
  • On-screen exception management
  • Drag-and-drop job reassignment
  • Detailed information on each job and technician
  • Inventory and trunk stock tracking
  • Automatic multi-day job segmentation
  • Mobile-friendly swipe and scroll functionality for tablets and smartphones

Learn more about Oracle Field Service capabilities