Cloud based contact management software for HighTech

How to create outlook signature

introducing asset-based service for High-Tech and Manufacturing Oracle has designed three out of the box service flows to help any asset intensive businesses increase uptime reduce downtime and generate valuable revenue from service in this demo we will be showing the field service flow with some elements of proactive service so let's go ahead and get started this demo has three personas the customer Jack Richardson the service agent Alex Cooper and the field service technician Anton Lombardi We will be switching between personas throughout the demo all with different views into the service life cycle so let's kick this off with the customer point of view Jack receives a proactive SMS message on his phone Oracle iot cloud has triggered an alert that one of the solar panels is not generating power since this notification is proactive it means that the service request has already been created so the message is informational and technically no action is required that being said Supremo power would like to provide Jack with some options in case he would like to be more involved Jack can view the newly created service request in his customer portal you can go directly to knowledge and do some research or he can get intelligent advice to help guide him through his service process in this case Jack chooses to go to the service request details within the customer portal Jack is now in the customer portal where he has access to everything service related to his business it is important to note that this portal was built on Digital customer service or DCS and was easily designed and managed via visual Builder designer this portal is truly a One-Stop shop for managing all service aspects of the business Jack has the options to search the knowledge base create and view service requests view all work orders and upcoming visits chat with a support person or even a digital assistant ask any service related questions and the system will automatically show the most relevant knowledge articles based on what is being asked you can view all service history related to any ongoing and previous Service events in this case Jack will check the recommended knowledge articles based on the type of service the iot alert has triggered when a solar panel is not generating power it is typically related to the inverter from here Jack is going to click on view your service requests and he will drill down into the details of the new service request or the Sr in the service request details screen Jack has access to everything related to the service event that led to the creation of that Sr Jack can see the issue the type of service needed the asset in question as well as any service related history related to the SR so we are now switching over to Alex Cooper the service agent who has been assigned to the service request Alex is using the brand new Oracle Fusion service fully part of the Redwood experience Alex has a single view into the service request and can quickly get critical relevant service information quickly and easily this includes recommended knowledge based on the problem description but is configurable based on how you'd like knowledge to query for recommendations in this case a relationship to another Sr has already been created but Alex can also create additional relationships to the SR that he may find during his research Alex can also see any existing work orders and can create new workloads to help support the service West one great aspect of fusion service is the one page access to all relevant information you can get this information quickly and perform all actions related to the service request Alex doesn't have to jump between multiple screens and spend unnecessary time searching for information in this case Alex wants to see the complete service history of this service request by accessing the activity stream Alice can see the complete conversational history of the Sr from the iot alert and Sr creation all the way up to his note to the customer letting Jack know that he will be supporting him going forward the activity stream is also very important when Alex needs to transfer SRS to a different agent before leaving at the end of the day or as new team members are added to the SR to help resolve the issue they can quickly scroll through the activity stream to understand all actions events interactions collaborations and a whole lot more to really quickly understand the full service history in the meantime Alex is going to do a little bit of investigating to see if there's anything he can do to help Alex easily reviews the recommended knowledge article and it appears the most likely culprit is the inverter so he simply links that article to the service request for future reference so let's pause here and briefly talk about the conversational UI a really powerful feature within Fusion service as the agent Alice can simply tell the assistant what he wants to do and the system will make intelligent recommendations based on what he's searching for this includes actions like searching knowledge start a collaboration compose messages managing contacts creating work orders updating Fields just to name a few any action needed while working on the SR can be done from the assistant and it's also contextual so Alex doesn't have to remember the exact command he simply starts telling the assistant knowledge Alex starts to see several options that appear immediately based on what Alex is typing but since we are focusing on knowledge let's continue with the flow Alex wants to briefly check knowledge for anything else that may help get this issue resolved quickly with a few short keystrokes Alex has already searched the knowledge base for issues related to solar panels not generating power since this isn't Alex's first time around a solar panel he quickly scans the knowledge articles for anything new upon reviewing he believes that the inverter FAQ article would be helpful and easily links this to the Sr okay so Alex has done a great job up into this point but he knows it is time to create a work order schedule a field service visit and order a part so now Alex moves over to the work order panel and starts the work order creation process all right so Alex is now on the work order creation screen most of the information is already filled out so Alex can focus on scheduling a field service visit the most important thing to do now is ensure that the customer gets service based on the service level agreement or SLA Alex can easily select the date and time in which to schedule a field service visit the calendar booking screen is directly integrated to Oracle field service meaning the availability is based on real-time capacity of the field service organization and will show availability based on SLA commitments location of the work the skills or certifications of any eligible technicians and a whole lot more while we are showing the available capacity of a field service organization is also important to point out that we support direct assignment as well what's great is that Alex can see at a glance the availability of the field service technicians in that area based on the work that needs to be done he can choose two weeks out or a month out to see availability the scheduler understands there is a resolution due date and it won't let Alex book anywhere in the blue because that would mean Supremo power would not meet the SLA requirement based on that service this is a visual cue to encourage Alex to pick a time slot that will meet the SLA however if the customer approves a service outside of the SLA Alex can simply remove the SLA filter and select another time slot further out a warning would notify Alex at the work order time slot selected would miss the SLA Target if that were to happen the good news is that there is some availability while only one time slot is read and not available for service so Alex chooses the date and time in which to schedule service once that's done he adds a quick note to the field service technician and creates the work order once that work order has been created this creates a field service activity within Oracle field service and based on the routing and scheduling settings of Oracle field service it will automatically find the best resource given the scheduling rules to ensure a field service technician arrives on site at the right time with parts ready to go you can see that Oracle field service has already scheduled Anton Lombardi to complete the field service work okay so now we're at the next step of the process which is to order the part and if you've been paying attention we need to order a solar panel inverter on the parts order screen Alex is going to order the inverter needed to repair the issue on site keep in mind this is a direct integration into supply chain so Alex is viewing the supply chain in real time and speaking of supply chain it's worth taking a few seconds to explain the service bill of materials or bomb filter when there is a bill of materials that is set for an asset the service bomb filter will show all parts associated with that asset which is extremely useful when working with assets that have a lot of parts associated with it in this case Alex happens to know exactly what part is needed so we simply searches for the part most fields are defaulted based on company settings and critical information from the SR Alex selects the 415 watt solar inverter and the quantity as you can see the part will ship directly to the customer location so the technician will meet it there that said this could easily ship to any location that works best to ensure an amazing customer experience like a warehouse a Depot facility a technician's home and more the system now automatically checks the sourcing to ensure that the park can get there by the need by date everything looks okay so Alex goes ahead and submits that part order Alex can see exactly where that part is coming from and based on the source organization location and ship to address the system provides an estimated time of arrival for the part so the field service technician is all set to meet the part at the customer location based on that estimated arrival all right so after the part order has been submitted Alice can view details on the parts order specifically you can see the cost of the part and drill down into any discounts and warranties that have been applied after a quick review of the work order and part order details Alex is extremely satisfied and confident that this will solve the customer's problem right the first time okay so we are now back with the customer Jack and he has been kept up to date with everything that has been happening up until this point now is the day for Jack to get his solar panel back up and running Jack is notified that the field service technician is on his way so he quickly checks his upcoming visits within the customer portal what's great is that Jack has several options on the work order details screen he can easily cancel the work reschedule the work if needed and even update the field service technician with a note about the upcoming service in this case jack is all set and he gets to sit back and watch via where is my technician as Anton arrives to meet him Okay so we've now reached a very critical part of the service life cycle the field service visit we'll be taking over the role of Anton who is already on site and ready to start the work now I mentioned this earlier but it is important to take a second to explain that Oracle field service has already automatically scheduled the work based on the SLA parts and work skill requirements so we'll be focusing on the mobile experience of Oracle field service in this case on a tablet so we are at the landing page for Anton's day this is where he can view his work for the day as well as view any details needed to support and manage his work we can see Redline hosting as the job and Jack as the main point of contact Anton will simply tap on the job to get started so now Anton sees everything that was sent over from the SR and work order within Fusion service everything he needs to complete the job is at his fingertips including the ability to view knowledge articles and book any additional field service work that may need to be done first he's simply going to start the job stating he is on site and working on the asset he will fill in some important details and off he goes Anton can also view the parts information remember the inverter that Alex ordered this has all been synced up from Fusion service and supply chain and Anton knows exactly what part is coming and when so now he's ready to the inverter and just like that Anton has successfully removed the bad inverter and installed the new part tested and everything looks good with that done he can now start the debrief process so on the debrief screen everything Anton did on site has been captured this includes labor time and any expenses associated with the work order in this case a toll charge and since this asset was under warranty the customer won't be charged for any labor so now Anton is going to make sure he accurately captures the part installation and removal Anton simply searches for the part he installed and then adds it to the activity this is all synced up with supply chain so what he is searching for is real-time supply chain availability of course Anton needs to document the part he removed in this case it's the part he installed this is actually an extremely important step in the service process especially when the bad part needs to be sent back to a vendor or to a warehouse for Depot repair the good news is that everything is tracked accurately and recorded for the customer and the back office the customer Jack reviews and signs the debrief now before I move on I want to quickly talk about the debrief screen when the debrief is received there are two flows that can happen Auto post which automatically updates the customer asset including anything that was added and removed and this is really designed to ensure that the asset information is as up to date as possible this also helps with billing as everything is updated automatically and it allows businesses quicker time to revenue the other option is manual post which is the more Hands-On approach for the back office really to review any errors and once satisfied they will post charges and all the back end processes kick off to complete that service life cycle all right with a debrief out of the way Anton is all set and he's ready to finalize his repair and be on his way one final thing he needs to do is capture a picture of the repaired asset and the final step is to complete the field service visit and be on his way and just like that Anton has repaired the solar panel everything Anton did well on site has been accurately captured and sent back to the back office to ensure everything is finalized this includes the SR supply chain customer portal contracts as well as billing all right let's go ahead and close this out we are once again back with the customer Jack at the customer portal Anton has already left the customer site installed the inverter and debrief Jack on everything that happened while he was on site Jack can now rate his service experience via where is my technician since Anton did such an amazing job Jack gives him five stars and a nice little note additionally Jack can review any attachments associated with the service completion including the picture of the repaired asset as well as the debrief form he signed before Anton left thank you for watching this demo of Oracle asset based service and end-to-end solution for High-Tech and Manufacturing