ETAdirect ActivityBooking
Contents
1. 4 Support of time slots Pending Y Support of inventory Y Support of links Y Support of preferred resources Allow mass activities Suspended 99FFFF Allow repeating activities English Y Customer Completed Warning Not Done C Define duration manually M Allow to search Y Allow to create from Incoming interface Figure 19 Calculate travel check box in the Modify activity type popup Not Ordered Started Page 14 of 24 Confidential Oracle Company Settings Statistics Parameters Activity travel stats fields Available Function Ports no ports case sensitive Activity Notes ACTIVITY_NOTES Activity Type ACTIVITY_TYPE Activity Type atype Activity type aworktype Agreement for Work work_agreement_sign Alternative route found and will be used Alte Animal is secured Animal secured Delete Figure 20 Selected Activity travel stats fields in Statistics Parameters Therefore all of those Selected fields and properties have to be added onto the Book new activity context with the Mandatory visibility 4 1 1 3 Define duration manually If the Define duration manually feature is enabled for the activities to be used in booking Figure 21 then the Duration field has to be added onto the Book new activity context with the Mandatory visibility Figure 22 Modify activity type A Allow creation in buckets En Y Allow reschedule g2. Oracle Field Service Cloud Activity Booking Release 15 2 ORACLE SERVICE CLOUD Field Service Management Copyright O 2015 Oracle and or its affiliates All rights reserved Part Number E62381 02 This software and related documentation are provided under a license agreement containing restrictions on use and disclosure and are protected by intellectual property laws Except as expressly permitted in your license agreement or allowed by law you may not use copy reproduce translate broadcast modify license transmit distribute exhibit perform publish or display any part in any form or by any means Reverse engineering disassembly or decompilation of this software unless required by law for interoperability is prohibited The information contained herein is subject to change without notice and is not warranted to be error free If you find any errors please report them to us in writing If this is software or related documentation that is delivered to the U S Government or anyone licensing it on behalf of the U S Government the following notice is applicable U S GOVERNMENT END USERS Oracle programs including any operating system integrated software any programs installed on the hardware and or documentation delivered to U S Government end users are commercial computer software pursuant to the applicable Federal Acquisition Regulation and agency specific supplemental regulations As such use duplicat
3. Y Support of not ordered activities Customer Y Allow non scheduled 4 Support of work zones Y Support of work skills Y Support of time slots Y Support of Inventory Support of links Y Support of preferred resources Allow mass activities Allow repeating activitles Figure 21 Define duration manually check box in the Modify activity type popup Page 15 of 24 Confidential Oracle Duration Available selected w Duration length Figure 22 Adding Duration property to context layout If Define duration manually is disabled duration from statistics will be used for capacity calculations instead of the manual input In this case all of the fields and properties in the Activity duration stats fields which are added to the Selected group should also be added onto the Book new activity context with the Mandatory visibility Figure 23 Company Settings Statistics Parameters Activity duration stats fields Avallable Function Ports no_ ports case sensitive Activity type aworktypel 2 case insensitive Activity Notes ACTIVITY_NOTES Length Activity Type ACTIVITY_TYPE gt Activity Type atype Agreement for Work work agreement sign Add Alternative route found and will be used Alte Animal is secured Animal secured 1 Edit Authorized for high altitude work Authorized Delete Figure 23 Selected Activity duration
4. gt Administrator gt Book ne Layout structure Name Original name English Activity type Spanish Type Add marker Group sil Type Dutch Type Click to add German Type Romanian Type Actions Russian Bug sarasa Group is empty Portuguese Tipo de Atividade Polish Activity Type Ga ho a a SpanishLA Activity type Save name Use original name Buttons Activity type visibility Submit E Access Conditions Mandatory Activity type values visibilities Add new value visibility Figure 15 Book new activity context layout structure It is also necessary to determine what activity types will be used for booking according to given business objectives and add them as new value visibilities to the Activity type values visibilities table Figure 16 Context layout structure gt Administrator gt Book ne Layout structure Activity type Add property Add text Add action Add marker Group Click to add Actions Group is empty Click to add Buttons Submit Close German Romanian Russian Portuguese Polish SpanishLA Save name Access Mandatory Activity type values visibilities Add new value visibility Value HSD High Speed Data install HSD Prewired Reconnects HSD SRO Aaa Ca neme Type Type Bug sarasa Tipo de Atividade Activity Type Activity type Activity type visibility Conditions conditions F
5. Name City State ZIP Address Activity Notes Work Order Dismiss Next Figure 3 Book activity screen In order for the new activity to be created fill in the information about the activity and the customer and click Next to proceed with scheduling the activity Dismiss Dismiss button will take you back to the Activity List and the changes won t apply Activities button in the top left corner of the form will also return you to the Activity List All mandatory fields contained in the form those marked with an asterisk must be filled out for the activity to be created and booked If at least one of those fields is left empty the Validation failed please review your form error message will be shown Figure 4 Book Activity Qo 07 12 Validation failed please review your form Activity type HSD High Speed Data install woye A Figure 4 Validation failed please review your form error message 3 1 2 Creating Booked Activity with Predefined Activity Information The Book Activity link can also be accessed from the Activity Details screen of an existing activity Figure 5 In this case fields of the original activity are used to fill the corresponding fields of the booking activity form So the Book activity screen will show the form with activity information predefined Figure 6 P
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7. enable this feature both at the company level Figure 28 and the activity level for the corresponding activity types Figure 29 All properties that define work skill conditions Company Settings gt Work skill conditions gt Modify will be used in the capacity calculations Figure 30 Therefore those properties should also be added to the Book new activity context with the visibility set to Mandatory Tools Settings Company Settings Business Rules rin GUI Features Y Enable work skills support Enabling Disabling these flelds may affect the Routing module logic Default activity settings Y Service Window Selector Figure 28 Support of work skills at the company level Y Enable work zones support Page 18 of 24 Confidential Oracle kama AddOules J Y Allow move between resources Y Allow creation in buckets Language E A ee Active As Y Support of not ordered activities Group Customer Y Allow non scheduled M Support of work zones o Copy from a Support of time slots Figure 29 Support of work skills at the activity level Work skill conditions Q Name or Work skili condition Add new Recalculate activities 1 8 of 8 Deinstall 1 1 WIO Type In DI OS _Downgrade 1 1 A je O na A Nodiy aa Edit work skill condition Delnstall 1 1 Modify ai Work skill name Deinstall sesarder 1 1 Mos ty JB Requiredlevel 1 Modif
8. for booking as shown above 4 1 1 1 Support of Time Slots The Support of time slots feature must be enabled for an activity to be considered for booking Therefore make sure that this feature has been enabled for each activity type to be used in the booking process In order to do that go to Company Settings gt Activity Types gt Modify activity type and check the corresponding checkbox in the Features list Figure 18 Page 13 of 24 Confidential Oracle Features CT Teamwork HSD High Speed Data install Y Allow move between resources Ts FS g s Y Allow creation in buckets Y Allow reschedule Y Support of not ordered activities Y Allow non scheduled English A Z Customer Y Support of work zones 4 Support of work skills Figure 18 Modify activity type popup 4 1 1 2 Calculate travel If the Calculate travel feature is enabled for the activities to be booked Figure 19 then the capacity calculation will additionally consider all fields and properties in the Activity travel stats fields added to the Selected group Company Settings gt Statistics Parameters Figure 20 Modify activity type ha Teamwork HSD High Speed Data install MM Allow move between resources Allow creation in buckets MM Allow reschedule Support of not ordered activities Y Allow non scheduled M Support of work zones A Y Support of work skils
9. stats fields in Statistics Parameters 4 1 1 4 Support of work zones If work zones support has been enabled both at the company level Figure 24 and the activity level for the corresponding activity types Figure 25 all of the fields from the work zone key Company Settings gt Work Zone Dictionary will be considered for capacity calculation Figure 26 Page 16 of 24 Confidential Oracle Tools Settings Reports Default Reply Address Default codepage tara a Y Enable work skills support may affect the Routing module Enable work zones support J logic Figure 24 Support of work zones at the company level Modify activity type Figure 25 Support of work zones at the activity level Dispatch Tools Settings hinin A Work Zone Dictionary Work Zone Key City 4 case insensitive ne Key Ciy 4 case insensitive 1 11 of 11 Therefore those properties from the work zone key should be added to the Book new activity context with the Mandatory visibility as in the example shown below Figure 27 Page 17 of 24 Confidential Oracle Available Capacity categories activity capacity categories Made sure the electricity is off Made sure the electricity is off DD City ccity Selected Figure 27 Adding property to context layout 4 1 1 5 Support of work skills Work skills support must be enabled for booking activities Therefore you have to
10. Schedule booked activity context For the detailed information on configuring context layout refer to section 4 1 Book new activity Context Page 20 of 24 Confidential Oracle 5 Error Messages This section provides the list of possible errors and the corresponding messages the user may encounter while booking activities 5 1 Missing Context Error If at least one of the two contexts Book new activity Schedule booked activity has not been added to the system prior to using the Activity Booking functionality the following error message will appear e Form is misconfigured Context layout missing Depending on the context missing the error will be shown at an attempt to access the corresponding screen screens 5 2 Validation Errors If any of the mandatory fields is left empty on the booking activity contexts Book new activity Schedule booked activity the validation error message will be shown on the screen e Validation failed please review your form In case a time slot has not been selected on the Time Slot screen the activity will not be booked and the corresponding error message will be displayed e Validation failed please review your form Time slot is not selected 5 3 Capacity Calculation Errors Generally the capacity will not be calculated in three cases Data entered while creating a booked activity is insufficient Certain system configuration has not been properly performe
11. age 5 of 24 Confidential Oracle Book Activity Activity details 04 48 AM Send request More Activity Book Activity o E 04 49 AM Type Install Name T m Address Broadway 10 y City New York Duration 35 ZIP 12345 35 min state NY Status endin P g Address Broadway 10 Start End 11 00 AM 11 35 AM Duration 35 min Ar 12345 Type Install City N aw York Name Tyler State NY Address Broadway 10 City New York ZIP 12345 Work Skill Extremely Easy Work 1 1 Account 55555 AN Work Zone Zonel Number Capacity Extremely Easy Work Status pending categories Start End 11 00 AM 11 35 AM Dismiss Next Figure 5 Book Activity link in Activity Details screen Figure 6 Book Activity form with predefined information The predefined information in the Book Activity form can be edited if necessary After completing the details of the new activity proceed with scheduling that activity by tapping Next in the bottom right of the screen Next Next button submits the form and forwards the user to the time slot selection Activity button in the top left corner of the form will take you back to Activity Details Dismiss Dismiss button will take you back to Activity Details and the changes won t apply 3 2 Scheduling Booked Activity Once the information on the new activity has been submitted the user i
12. ant parts of the system configuration to support the Activity Booking functionality Particularly proper configuration of the booking context is critical for providing the most accurate and precise capacity calculation There are the two specially designated contexts in Oracle Field Service Cloud namely e Book new activity e Schedule booked activity The following are the detailed instructions on how to configure them 4 1 Book new activity Context The Book new activity context can be found in the list of Oracle Field Service Cloud contexts in Company Settings gt Displays gt Layouts Upon locating the context click Structure to proceed with the set up Figure 14 Company Settings Context layout list gt Administrator View Export lt lt Return Figure 14 Book new activity context Clicking on Structure directs you to the Book new activity layout structure table where the context can be compiled Activity type is one of the most critical fields on the Book new activity context because its settings affect quota and capacity management Therefore the Activity Type field field label aworktype is always present on the context with the Mandatory visibility This field can t be deleted nor can its visibility be modified Figure 15 Page 11 of 24 Confidential Oracle Context layout structure
13. d There is no available capacity matching the activity parameters The following is the list of possible error messages that may occur at the capacity calculation stage i e after submitting information entered in the booking activity form e Work skills support disabled on the company level e Work skills are not supported by this type of activity e Capacity category cannot be determined using provided activity fields e This activity type is inactive e Work zone cannot be determined by provided activity fields e Field property required for work zone location value calculation is missing e Time slots are not supported by this type of activity Page 21 of 24 Confidential Oracle e Field property required for the duration estimation is missing e Field property required for travel estimation is missing e Found buckets do not have the required quota for booking this activity e Unable to find appropriate quota bucket for this activity Page 22 of 24 Confidential Oracle
14. ect a capacity bucket 2 Select a suitable time slot for activity booking by tapping on a corresponding green block Once Page 8 of 24 Confidential Oracle the time slot is selected it will become highlighted Figure 9 Time Slot 08 34 AM int Activity type Other Name Lute Barrilleaux Schedule to Planning August 2014 Septe gt MON TUE WED THU FRI SAT 2 3 4 5 6 Figure 9 Selecting time slot for activity booking In order to change the selection tap on another time slot of your choice Note It is only possible to select one time slot per activity for booking 3 After selecting the time slot tap Submit for the activity to be scheduled 4 The Activity has been booked notification will appear to confirm that the activity has been successfully booked Figure 10 Activity has been booked Figure 10 Activity has been booked notification In case you didn t select any time slot the activity will not be booked with the corresponding Validation failed please review your form Time slot is not selected error message shown Figure 11 Page 9 of 24 Confidential Oracle Time Slot Details 03 17 AM tr Q BA Validation failed please review your form Time Slot is not selected Schedule to Figure 11 Validation error in Time Slot screen 3 3 Capacity Information Updates As soon as the activity is booked the capacity required for its performance is s
15. ected Page 7 of 24 Confidential Oracle Time Slot a 08 35 AM Activity type Other Name Lute Barrilleaux Schedule to Y Planning o TEXAS CITY August 2014 gt SUN MON TUE WED THU FRI SAT 24 25 26 27 2 29 30 Demos EE Figure 8 Choosing capacity bucket from the drop down list Time slot selection widget is designed as a weekly calendar where the time slots available for booking are displayed in green the rest in grey The current date is highlighted in blue on the calendar grid The b gt arrows will allow navigation between the weeks The arrows however will be shown only for those directions for which there are time slots available In other words in case there are no more vacant time slots beyond the time frame currently displayed navigation arrow s will be hidden Note The capacity information can be obtained for a maximum of 45 future days from the current day Dismiss Dismiss button will take you back to the Activity List or Activity Details whichever is applicable the changes will not apply Back button will return you to Activity Details the changes will not apply Submit Submit button will submit the form ES Details button will take you to Activity Details In order to schedule the activity take the following steps L Sel
16. igure 16 Adding value visibilities to Activity type Recalculate structure This way only those activity types added to the list of value visibilities will be made available for selection in the Book Activity screen Figure 17 Page 12 of 24 Confidential Oracle Book Activity 01 25 Activity type SD High Speed Data install HSD High Speed Data Install W O Type HSD Prewired Reconnects HSD SRO Customer Info Name Lute Barmellaux City OVIEDO otate FL ZIP 327658495 Address 488 EASTBRIDGE DR Figure 17 Drop down list of activity types available for booking Note The Book new activity context may not contain either of the following e File fields and properties e Tabs e Time Slot field Hence the possibility to add those elements to the context is not available 4 1 1 Activity Type Constraints The Activity Booking functionality applies a number of constraints related to certain activity type features Some of the features determine whether an activity can be booked at all while others would affect configuration of different properties on the context The list of activity type features can be found in Company Settings gt Activity Types gt Modify activity type Note The activity type constraints and conditions to be described in this section should be equally applied to all the activity types set available
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18. ontext layouts of the corresponding screens prior to using the functionality 3 1 1 Creating a Booked Activity from the Activity List There is a specially designated Book Activity action link located on the menu bar of the Oracle Field Service Mobility Cloud Service Figure 1 As the Booking feature is available only in the online mode the action link will be disabled when the mobile device is offline Figure 2 BIANCHI Daniel BIANCHI Daniel Na AE Add activity o gt Add activity Book Activity Pending 8 A gt Pending 8 A Other 488 EASTBRIDGE DR 327658495 Other 488 EASTBRIDGE DR 327658495 Other 42 STEPHEN ST 327659742 Other 42 STEPHEN ST 327659742 Multi type Direct Sales 2446 WESTMINSTER Multi type Direct Sales 2446 WESTMINSTER TER 327657503 TER 327657503 Multi type Direct Sales 2446 WESTMINSTER Multi type Direct Sales 2446 WESTMINSTER TER 327657503 TER 327657503 Telephony Direct Sales 2650 LITTLE HILL CV 210 Telephony Direct Sales 2650 LITTLE HILL CV 210 327656671 327656671 View more View more Figure 1 Book Activity action link online mode i Figure 2 Book Activity action link disabled offline Tapping on the Book Activity link in the online mode will open the Book Activity screen Figure 3 with a blank booking activity form Page 4 of 24 Confidential Oracle Book Activity 08 24 AM Q Activity type HD DVR Upgrade n W O Type Customer Info
19. s forwarded to the Time Slot screen that will display capacity available for booking Figure 7 Note While the capacity information is being loaded it might take some time for the Time Slot screen to appear In this case the loading indicator will be displayed If the data entered at the previous step creating booked activity is insufficient capacity will not be calculated with a corresponding error message shown For a detailed list of error messages please refer to the Error Messages section Page 6 of 24 Confidential Oracle Activity type Other Name Lute Barrilleaux Schedule to Planning August 2014 SUN MON TUE WED THU FRI 24 25 26 27 2 29 Figure 7 The Time slot screen The Time Slot screen contains the activity information there maybe several activity fields depending on the context layout configuration and the time slot selection widget that allows choosing date time slot and a capacity bucket if applicable for the activity to be booked By design activity fields and properties in the Time Slot screen are always displayed in ReadOnly mode thus are not editable If there is more than one capacity bucket available for booking according to the provided activity details the list of the capacity buckets will be shown as the drop down list Figure 8 In this case capacity information available time slots will vary depending on the capacity bucket sel
20. ther field personnel handling incoming orders from the customer on site It is assumed that the reader is familiar with the basics of Oracle Field Service Cloud former ETAdirect functionality and operating principles 1 2 Scope of the Document The document describes the Activity Booking functionality its configuration restrictions and the work flow 2 Functionality Overview Timing is a critical success factor in today s business environment However it is not only the timely service delivery that matters but it is also the timely order placement that makes it When a technician performs an activity on the customer s premises the customer may inquire about the possibility to perform another job for them on a different day In this case it s important for the technician to be able to collect the information about the new job create a new activity in Oracle Field Service Cloud and schedule it for some particular date and time slot all right away on site Moreover in order to book an activity the technician should also have an ability to check the available capacity for that specific date and time In order to meet these compelling goals Oracle Field Service Cloud has introduced a new feature called Activity Booking It was designed to facilitate in place activity booking by providing the tools for scheduling and automatic assignment of activities based on capacity calculations Accessed via Oracle Field Service Mobility Clo
21. ubtracted from the available capacity and added to the used capacity The record of these capacity changes can be viewed in the Quota screen of the Oracle Field Service Core Manage Cloud Service In order to check the value of the Used capacity go to the Quota screen choose the capacity bucket and the date for which the activity has been booked The changes to the used capacity will be recorded in the corresponding section for the booked time slot and the skill category according to the work order type of the booked activity Figure 12 13 Planning 4 Tuesday July 15th 2014 Tuesda Used Used quota tgl Q Name or 1D 4 Sunrise Enterprise tal Q Name or ID A Sunrise Enterprise Time slot Capacity categories Moca 0 Secs BRs E 10 12 Total 25590 Install 10 12 es Trouble Call Install 1422 Upgrade Trouble Call 4266 E Total Upgrade zoa 1345 Total B532 install 4315 8532 Trouble Call Install a Lo Upgrade Trouble Call 2133 Total Upgrade 2133 EE Deinstall install Trouble Call Deinstall Install Trouble Call Upgrade po oe Upgrade Total Figure 12 Quota screen before booking an activity Figure 13 Quota screen after booking activity Page 10 of 24 Confidential Oracle 4 Configuration This section describes the most import
22. ud Service Activity Booking allows a user to create a new activity in a specified capacity bucket and time slot that will then be routed on a general basis Note In order to be able to book an activity there should be quota available in the selected capacity bucket on the selected date time slot for a specific capacity category As soon as the activity is booked the capacity required for its performance is subtracted from the available capacity and added to the used capacity The used capacity is compared to the quota values to make sure that orders for new activities are only accepted when the capacity is still available Note As having capacity information up to date is crucial for functionality Activity Booking is available only in the online mode 3 Booking Activity The activity booking process comprises the following stages e Creating a new activity e Scheduling the created activity according to the selected date time slot and capacity bucket e Capacity information update Page 3 of 24 Confidential Oracle This document explains each of the steps in detail 3 1 Creating New Booked Activity There are two ways to access the booking functionality in Oracle Field Service Cloud via the Oracle Field Service Mobility Cloud Service from the action link on the Activity List or from the Activity Details screen of an existing activity Note the Book Activity action link has to be added on to the c
23. y 6 Preferable level 1 in Mosify j 2 Modify 0 3 S Modify Figure 30 Work skill conditions list Once the above mentioned configuration requirements have been met any additional properties can be added to the Book new activity context 4 2 Schedule booked activity Context The Schedule booked activity context defines the layout of the Time Slot screen While the time slot selection widget is preconfigured by the system and cannot be changed Figure 31 all other details of the booked activity can be specified in the Schedule booked activity context Page 19 of 24 Confidential Oracle Activity type Other Name Lute Barrilleaux Schedule to Planning August 2014 SUN MON TUE WED THU FRI SA 24 25 26 27 28 29 30 Figure 31 Time slot selection widget in Time Slot screen This can be achieved by adding any relevant fields and properties to the context Note There are two restrictions that apply to the context configuration When adding any activity or property to layout read only visibility condition can only be applied Creating tabs is not possible on the Schedule booked activity context Otherwise there are no special constraints as opposed to the Book new activity context The Schedule booked activity context can be found in the list of Oracle Field Service Cloud contexts in Company Settings gt Displays gt Layouts Figure 32 Figure 32
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