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Oracle Field Service

Workflow manager


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Guide your field service teams to deliver consistent, efficient service

Workflow manager is a feature of Oracle Field Service that provides guided assistance to agents in the field. It helps agents accurately and consistently complete configured visual steps while ensuring compliance with defined business rules.

With preconfigured workflows, new or subcontracted agents are better able to deliver service consistent with the rest of your field service organization. Dispatchers and management gain visibility into the progress of their work.

Simplify complex field service activities with preconfigured workflows

As installed equipment, technical assets, and other frequently serviced machinery become more complex, so do the service activities needed to support them. Preconfigured, criteria-based workflows make managing them easier for field service teams. Workflows deliver specific and relevant guidance for initiating service, diagnosing issues, troubleshooting and repairs, as well as customer debriefing and upselling.

Workflow manager helps you define safety protocols and data capture requirements—such as the photo verification of an asset—to ensure your service teams consistently and accurately follow business practices. It also supports complex workflows where steps can differ based on a variety of business rules and requirements.

Speed time to competency for new or subcontracted field service workers

Prebuilt workflows help new agents complete routine tasks without extensive training. They can learn on the job and contribute immediately while reinforcing best practices and improving competency. Companies using third-party or subcontracted resources have a trackable system to ensure field service teams follow all steps in the correct order.

Field service activity workflows that can be preconfigured include (but are not limited to):

  • Safety protocols
  • Issue identification and diagnosis
  • Troubleshooting and repairs
  • Parts installation
  • Preventative maintenance
  • Customer debrief and upsell

Improve back-office visibility into field service progress

Workflow manager creates more visibility into the progress of a job in real time. Supervisors and dispatchers do not have to call or otherwise disrupt an agent to get a status update; they can view the progress of the workflow within a service activity.

When customers ask about the status of their service request, contact center agents can provide more accurate answers, even when the work is done offsite.

Key benefits of workflow manager

  • Standardize support and deliver consistent service across the entire business
  • Enforce adherence to complex workflows based on various criteria
  • Onboard new employees and subcontractors faster
  • Minimize training and speed time to competency
  • View service activity progress in real time
  • Eliminate disruptive status check-in calls
  • Increase first-time fix rates and minimize return trips

Learn more about Oracle Field Service