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Oracle Field Service

Deliver better service experiences while increasing the efficiency and effectiveness of your field organization. Automate field service scheduling and optimize work based on your unique requirements, all while maintaining a real-time view of your field force. Empower your mobile workforce with AI and machine learning capabilities, web-based and mobile applications, and flexible, intuitive collaboration tools.

Discover Oracle Field Service in this product tour.

Explore Field Service Management

Scheduling and routing

Get the right field service person to the right place at the right time, every time, using the fastest optimized-scheduling engine available.

Time-based routing technology

Increase on-time arrivals by leveraging the power of machine learning and AI with a time-based, predictive, and self-learning routing engine.

Work fingerprint

Determine the best employee for each job by using machine learning to create a unique “work fingerprint” for all field employees. AI-powered predictions help you estimate how long each resource would take to complete the job.

Automatic resource routing

Automate optimal scheduling of any type of work, including urgent and emergency work, with no need for human intervention.

Routing visualizations

Visualize and compare multiple routing alternatives to find what’s best for your business objectives.


Single interface to manage all operations

Manage field operations from a single interface with real-time views of all field activities.

Complete field force visibility

Gain real-time views of every job assigned to every field employee, in any combination of Gantt chart, map views, or list views.

Job reassignments and field scheduling

Have the flexibility to manually assign work through an intuitive drag and drop interface, while allowing the system to make suggestions for work assignments.

Inventory and trunk stock tracking

Save time and money by knowing what inventory is required for each visit in real time.

Automatic job segmentation

Easily divide long-duration activities into segments across multiple days.

Real-time view of field resources

Ensure that all time commitments are met by understanding your current service status and being prepared to act when exceptions occur.


Mobile capabilities

Support your field force in the manner they prefer. Provide your field service team with everything they need to succeed through a browser-based mobile app, iOS, or Android app.

Align information to jobs

Display the right information for the job based on employee preferences and job requirements.

Device accessibility

Support a bring-your-own-device (BYOD) strategy to reduce costs and support third-party contract workers.

Configurable user interface

Quickly and easily create and edit forms using an intuitive user interface.

All the tools in one solution

Increase productivity by using one tool to easily view work orders, driving directions, inventory status, availability, collaboration tools, and other critical information.


Streamline through collaboration

Increase your service flexibility and improve your team’s efficiency by streamlining communication between employees, enabling them to better solve problems, manage their workloads, and collaborate as a team.

Connect your field force

Improve your response times and issue resolutions by streamlining communication between management, dispatch, and the field.

Virtual helpdesk

Resolve issues directly in the field as they arise, by using the experience and knowledge of your entire field service force.

Context-driven chat

Support peer collaboration through context-driven chat.

Message broadcasts

Send out important information, safety warnings, traffic information, and meeting reminders to the field from the field.

Chatbot support

Get important service information to your teams instantly by leveraging Oracle Digital Assistant or a chatbot of your choice.

Video call

Allow team members to collaboratively work through issues, seeing the exact problem to find faster resolutions.


Smart location, customer communication, and technician locator

Know your field service agent locations in real time. Monitor how efficiently they’re getting to and from scheduled appointments, all while keeping the customer informed of progress up to the tech’s arrival on site.

Field resource monitoring

Get a comprehensive view of your field service agents’ geolocations from their mobile devices and/or vehicles.

Contractor or seasonal employee support

Inexpensively monitor contract or seasonal employees through their mobile devices.

Interactive resource trace

See suggested routes on a map and compare that to the actual path the resource took. Receive alerts for any noncompliant travel.

Promote safety and compliance

Keep your team safe, secure, and compliant throughout the workday.

Predictive appointment alerts

Increase your service success rate by confirming customer appointments the day before—or even the day of—the service call.

Customer feedback

Better understand your customers’ satisfaction with automated post-appointment surveys.

Configurable proactive notifications

Proactively reach your customers on their preferred method of communication (SMS, email, voice, and/or web).

Where’s my technician?

Enable customers to understand their service status by viewing real-time service appointment information on a map, from any web browser, and then allow them to provide instant feedback with ratings and comments.


Forecasting and capacity planning

Take planning further. Discover future demand and make intelligent staffing decisions. Accurately calculate how much work can be completed each day, based on your available resources, their skills, work zones, and work types.

Predict field staffing needs

Better understand your field staffing needs with historical analysis that helps you to identify trends and predict future demand.

Track progress and performance

Create long-term field operations plans and track performance against those plans in real time.

Gap analysis

Discover skill gaps and insufficient coverage areas for better hiring and training.

What-if testing

Test what-if demand and capacity scenarios to see how factors such as marketing campaigns and sales promotions impact demand.

Stop over- or under-booking

Improve your resource utilization with instant visibility into workforce capacity.

Universal booking

Flexible booking models enable you to design for the needs of your business, supporting direct, quota, time-slot–based, and availability-based booking.

Plan workloads effectively

Reduce your costs and manage your resources more efficiency with accurate predictions of how long each field event will take so you can always know your workforce’s true capacity.

Create quotas based on need

Achieve superior resource utilization by managing quota by minutes, percentage, or available capacity.


Scheduling, real-time traffic, and street-level routing

The most accurate scheduling for your business’s field service operations.

Real-time traffic

Automatically update travel time with real-time traffic and travel conditions.

Street-level routing

Leverage travel data from your map provider to help your mobile workforce get to locations quickly and efficiently.

Cloud

Field service logistics

Connect your customer service and field service operations with your business supply chain using our complete service solution.

Contact center

Manage service requests across multiple changes with central access to the right answers from across your organization.

Field service

Route, schedule, dispatch, manage, and locate your field workforce more efficiently.

Collaborative, mobile tools

Provide easy-to-use tools for field technicians to collaborate in real time, accept inventory transfers, and take on new assignments—all to increase team productivity and customer satisfaction.

Parts logistics

Improve your parts inventory management directly from a service request by allowing agents to check parts availability, order and manage parts delivery, manage trunk stock, and initiate returns.

Service debrief

Better manage your service charges by enabling your technicians to review, correct, or update any labor, part, or expense costs incurred while performing a service.

Cost capture and billing

Avoid costly mistakes and missing service charges. Easily capture and review all service costs and analyze that data to make improvements and drive profitability.


View all customer successes

Field service customer successes

Customers across many industries use Oracle Field Service to improve their service interactions and exceed customer expectations.

Dish Network logo
Milgard
Securitas Direct logo
VOO logo
BSH logo

BSH standardized millions of service calls in 48 countries, improving tech productivity and customer satisfaction.

Key benefits

  • Improve field force productivity and quality

    Build better customer experiences and gain long-term customer loyalty. With Oracle Field Service, you can increase your field service team’s productivity, reduce your cost-per-customer interaction, and lower your time-to-resolution.

    Choose right field service software solution (PDF)

  • Alleviate customer frustration

    Increase customer retention and satisfaction with predictive tools for flexible, responsive field force scheduling and routing, while keeping your customers updated and informed at every step.

    Is your field service ecosystem unforgettable or regrettable?

  • Gain real-time visibility into field force activities

    Improve the efficiency of your field service operations with increased visibility for both customers and managers. Make clear decisions and react more effectively to unpredictable changes.

    Determine the maturity of your field service operations (PDF)

Key Benefits
Thought Leadership

The Path to CX Excellence for Field Service

Shawna Etemadi, Product Marketing Manager, Oracle

Field service is undergoing a massive transformation thanks to heightened expectations and social distancing mandates. Do you have all the pieces in place to meet your customers’ needs, keep costs down, and provide the field services needed in 2020?

Read the complete post

Featured blogs

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Resources

Cloud readiness

CX Field Service release readiness

See what’s new in Oracle Field Service. Review the latest features, including capability overviews, business benefits, setup considerations, and usage tips.

Documentation

Documentation

Oracle offers a wide range of documentation, videos, and tutorials that will help you learn more about Oracle Customer Experience (CX). You'll find all of these resources and more in the Oracle Help Center.

Customer Community

Cloud Customer Connect

Cloud Customer Connect, Oracle's premier online cloud community, is specifically designed to promote peer-to-peer collaboration and the sharing of best practices. Members can keep pace with product strategy and provide a cloud solution feedback channel directly to Oracle development. Community members benefit by leveraging the collective knowledge of Oracle Cloud customers and product experts.

Cloud Learning

Oracle University

Oracle University provides free training and certification courses delivered in a variety of formats.

Support and services

Oracle Cloud Marketplace

Extend your service ecosystem and power innovation with partner applications and services available through Oracle Cloud Marketplace. Find the most comprehensive list of apps for sales, service, marketing, ecommerce, and more.

Additional solutions you may be interested in

Oracle Service Logistics Cloud

Connect customer service and supply chain

Oracle B2B Service

Customer service for high-value customers

Oracle Knowledge Management

The right knowledge at the right time

Oracle Service Center

Customer contact center platform

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