Welcome to the first edition of our exclusive content for users of Oracle Field Service (OFS).  Through this regular communication, we’ll share our team’s OFS expertise, make suggestions for getting more from OFS’s powerful capabilities, and offer tips for making configuration easier and simpler.

We’d love to hear what you think, as well as your ideas for future themes or content.  Equally, if you’d like to receive future editions direct to your mailbox, please subscribe.

Support colleagues and customers vulnerable to Covid-19

As companies adjust to new, Covid-secure ways of working, many are giving additional consideration to the types of activities and jobs their people attend and complete. If this affects your business, here’s a few ideas to consider:

Create a property on an activity that flags a site or customer location as Covid-compliant and use skills to offer this to all resources who are not vulnerable.

Use a pre-work flow to allow a resource to ask the right questions before attending and to record the responses through Forms history.

For owned sites, consider creating them as an additional resource and use linked activities to ensure only one person is on site at a time.

Use skill levels to vary the ratio of risk to resources or preference to a resource.

Improve Lone Worker Support

You can use a filter on the Dispatch screen to only show Active resources by using the Activated / Deactivated conditions.

Reduce Lost Stock Costs

We find companies experience challenges in reconciling van stock with what the ERP thinks is in the van location.  A powerful and often under-utilised area of OFS is Inventory Management, which helps resolve this, reducing costly stock write-offs. Here are some considerations.


If integration to your ERP is an issue, we can provide the Leadent Inventory Manager Service that ensures asset and stock data going into and coming out of OFSC is accurate. Contact us to find out more. 


Use the Parts Catalog API to upload your product/spare parts range

Use a stock collection activity to trigger a workflow with the engineer

Use a Plug-In, or simple table in the activity, to show which parts should be Received.

Use a Plug-In or out the box, manual process to add parts to the Resource Inventory once they physically receive it

Use barcode scanner functions for accuracy

Use Collaboration to identify missing stock for immediate back office support, investigation or adjustment.

Increase the accuracy of your travel estimates

A commonly quoted problem from field engineers using OFS is the amount of travel allocated between activities:

How am I supposed to get to xxx in 12 minutes?

There may be several different reasons for this, but often it will be caused by inaccurate travel statistics that have been recorded over time and stored within OFS for future routing.

With the release of OFS 18C, some new APIs were made available to OFS customers with a Professional or Enterprise licence; this opens the opportunity to correct any statistics that are erroneous.

  • Step 1 – Get Travel Statistics Response:

  • Step 2 – Update Request Body:

  • Step 3 – Update Response:

APIs are often inaccessible to operational user, but to help with this, we have developed a number of data tools that make this type of change simple and accessible to non-IT users.

Find out more about our OFS Plug-In services

Using our knowledge of OFS and field service processes, we’ve developed a range of tools and services to increase your efficiency and effectiveness in managing OFS.

See more about our OFSC Plug-ins & Enhancements

Data Tools

Migrate your OFS activities between environments to test routing, or upload new configuration in bulk.

Form Export Tool

Embrace the power of OFS forms by exporting the data to CSV for further analysis, or to PDF for presentation to stakeholders.

Resource Coverage Analytics

Identify the gaps between your resource and demand; see where you need to increase capacity and make insightful decisions.

Last-mile Customer Comms

Engage customers in your engineer’s visit, receive timely feedback and provide a great customer experience.

Increase Job Volumes, Service Revenue and SLA Compliance through Self-Assignment

A question often asked is how to increase the number of activities, or Service Revenue by cold-calling near activities.  OFS’s Non-Scheduled activities does just that:

  • Upload your upcoming service volumes as Non-Scheduled activities (i.e no date, but SLA Start/End dates) based on your seasonal volumes
  • Use specific routing plans to route the activities to a date as filler jobs (based on SLA date)
  • Run your initial routing at a top level bucket if required and optimise through a plan at a lower level bucket
  • Rather than the actual activity, maybe use a ‘Telephone’, or ‘Cold Call’ type of pre-work/activity
  • Give your resources visibility of the bucket that holds the Non-Scheduled activities, and access to Self Assign an activity from their map view
  • Resources can be set specific Buckets for visibility of Non-Scheduled and will only see the activities at the bucket level
  • Field Resources can view Non-Scheduled activities on a map and self-assign.  In Business Rules you can set up to 5 shapes for the pins based on filters (e.g. Urgent, Activity Type,  SLA End range etc)

Improve Completion Rates through Required Parts

A common reason for customer visits failing is that the engineer doesn’t have the required part. This can often be mitigated by:

Using Required Inventory

A simple API transfer of required inventory from your order system ensures there is early visibility of activity requirements for both the back office and field teams.

Routing Activities Based on Inventory

Strategies can be set within routing plans to ensure that only resources with the required inventory are scheduled the activity.  For back-office ‘moves’ warnings are provided.

Searching and Transferring Parts

If an on-site resource doesn’t have a part, OFS offers an easy way to search local colleagues who do hold it. Collaboration makes communication and stock transfer a doddle.

Using Required Inventory to Trigger an Order

And finally, if the only result is the need for a rebook, why not allow the resource to schedule a new activity whilst still on-site, and use Required Parts to trigger an automatic API transfer to your ordering system.

Many organisations using OFS don’t appreciate, or have time to explore, the full functionality within the solution, or the different ways that it can be configured to make it work for their use case.  We often find that with a few, relatively simple changes, we can have a big impact on workflow and the user experience.

Jon Hall

OFS Senior Consultant
Thanks for taking the time to look through this edition of Oracle Field Service Insight.  This is just snapshot of the types of issues we help our OFS customers with.  If you’d like to get more engaged with your OFS solution and what it can do, talk to an expert member of our team, or subscribe to receive future editions of OFS Insight.