Adobe Captivate - Oracle



Slide 3 - Oracle Service Logistics Cloud

[pic]

Slide notes

Hello, my name is John. Welcome to training for our new Oracle Service Logistics Cloud product. In this session, I’ll give you an overview of this exciting new product as well as dive into the details for its Parts Sourcing and Ordering feature.

Notes

| |

| |

| |

| |

| |

| |

| |

| |

Slide 4 - Agenda

[pic]

Slide notes

First, I’ll give an overview of Service Logistics Cloud, followed by more detail to explain how you can use it to Source and Order Service Parts and Initiate Returns.

I’ll then demonstrate the how to use these Service Logistics features.

And finally, I’ll explain what you need to consider before enabling these capabilities and what you need to know to set them up.

Notes

| |

| |

| |

| |

| |

| |

| |

| |

Slide 5 - Introducing Service Logistics Cloud

[pic]

Slide notes

The first version of Service Logistics Cloud is being released in 19A and provides a variety of supply chain functionality to support the delivery of Customer and Field Service.

Supply Chain functionality provided includes Parts Sourcing, Ordering, Shipping, RMA Generation, Receiving, Transfers and Parts Billing.

For example, a service agent can create an sales order to ship a part to a customer and initiate the return of the customer’s broken part.

In another example, a service agent can create a transfer order to ship parts to a field technician when they cannot be installed by the customer.

Notes

| |

| |

| |

| |

| |

| |

| |

| |

Slide 6 - Service Logistics

[pic]

Slide notes

Service Logistics supports the two main service parts use cases:

For customer replaceable parts, Sales Orders can be created to ship new parts and return the broken parts. This also includes calculating charges and credits and issuing an invoice.

For field replaceable parts, Transfer Orders can be created to ship the parts to the assigned field technician whether at home, the local office or the customer site.

Functionality is also provided to receive, transfer, and return parts from the field stocking locations. This is covered in a separate TOI.

Notes

| |

| |

| |

| |

| |

| |

| |

| |

Slide 7 - Source and Order Service Parts & Initiate Returns

[pic]

Slide notes

A new Parts Details Tab has been added to the Engagement Cloud Service Request UI:

- It displays all of the service request’s part requirements and orders with drill downs to pricing and order details

- It allow users to capture the customer installable parts required to fix the issue along with the ship to address and need by date/time.

The Ship to Address defaults to the customer’s primary ship to as defined in TCA

The need by date/time defaults from the service request’s Resolution Date/Time.

- When saving a new or updated Part Requirement, this UI automatically finds the required parts in the Spares Supply Chain and calculates arrival dates/times using Global Order Promising Cloud (GOP)

- It also automatically calculates the charge amount using Fusion Pricing Cloud. It does not calculate sales taxes in this first release

- Finally, the user can hit the Order Button to create a SCM Sales Order to ship and bill for these parts

Notes

| |

| |

| |

| |

Slide 8 - Source and Order Service Parts & Initiate Returns

[pic]

Slide notes

The Service Request Parts Details Tab introduced in the previous slide can also be used to initiate the returns

- On the Add Parts UI, the user mus select a Return Service Activity Code to create a Return Sales Order Line instead of a Shipment Order Line.

- The Return to Warehouse (Inventory Organization) is defaulted from a Profile but can be updated by the user. In a future release, a rules based Return Routing Engine will be added to make this defaulting logic much more accurate.

- A return core credit can be calculated and passed to the Sales Order Return Line to encourage the customer to promptly return the broken parts

Notes

| |

| |

| |

| |

| |

| |

| |

| |

Slide 9 - Source and Order Service Parts & Initiate Returns

[pic]

Slide notes

A new Parts Details Region has also been added to the Create Work Order UI:

- You can record the parts required to fix the issue as well as specify the ship to address.

- Both customer or technician ship to addresses are supported. However, a Technician Addresses are only available after a field technician has been assigned to the work order.

- When saving the Work Order, this UI will automatically find the required parts, calculate their estimated price, and create a Transfer Order

- The parts will be located in the Service Supply Chain using SCM GOP which will also determine the optimal carrier and service level to meet the need-by date.

Notes

| |

| |

| |

| |

| |

| |

Slide 10 - Source and Order Service Parts & Initiate Returns

[pic]

Slide notes

A new Parts Details Tab has been added to Edit Work Order UI

- It displays all of the parts required for the Work Order

- You can add and delete Part Requirements

- You can also cancel Part Transfer Orders and delete Part Requirements

Notes

| |

| |

| |

| |

| |

| |

| |

| |

Slide 11 - Source and Order Service Parts & Initiate Returns

[pic]

Slide notes

When parts are not available, you can create backorders in both the Service Request and Work Order Parts Tabs.

Transfer Orders require a default Source Warehouse while Sales Orders can be created without a Source Warehouse.

In this slide, you can see that the second row depicts a part that has been backordered which is indicated by the lack of an Arrival Date/Time

Notes

| |

| |

| |

| |

| |

| |

| |

| |

Slide 12 - Source and Order Service Parts & Initiate Returns

[pic]

Slide notes

The first version of Service Logistics Cloud enables Parts Only Service and Field Service which are the backbone of most product oriented service organizations.

Parts Only Service is increasingly important as equipment manufactures are continuing to design serviceability into new products increasing the number of parts that are customer replaceable as well as the number of issues that can be resolved remotely.

And, Field Service is often the most profitable part of an OEMs business and parts management and logistics are critical to its success.

Notes

| |

| |

| |

| |

| |

| |

| |

| |

Slide 16 - Summary of Capabilities

[pic]

Slide notes

Here is the summary of the features I have talked about today.

Ability to source, order, ship and bill for customer replaceable parts

Ability to create return order lines (RMAs)

Ability to order and ship parts requiring field technician installation

Notes

| |

| |

| |

| |

| |

| |

| |

| |

Slide 17 - Additional Information

[pic]

Slide notes

To enable an Engagement Cloud User to access the Service Request and the Work Order Parts functionality, the user must have this privilege.

Notes

| |

| |

| |

| |

| |

| |

| |

| |

Slide 18 - Implementation Advice

[pic]

Slide notes

In this implementation advice section we will go through what you need to consider before enabling these features in your business, and what you need to know to set them up.

Notes

| |

| |

| |

| |

| |

| |

| |

| |

Slide 19 - Feature Impact Guidelines

[pic]

Slide notes

None of the features of this new product have the “Opt-In” option. However there are several setups required.

Notes

| |

| |

| |

| |

| |

| |

| |

| |

Slide 20 - Summary of Actions Needed to Use Features

[pic]

Slide notes

None of the individual features in Service Logistics Cloud require an Opt-in. However, the setup Functional Area for Service Logistics Cloud does need to be enabled in the Function Setup Manager UI for the Manufacturing and Supply Chain Materials Management Offering.

After opting in to the Service Logistics Functional Area, you must setup the following.

- Create additional Billing Types if needed. There are 4 seeded billing types which should be enough for most service organizations.

- Assign Billing Types to Parts and Consumables in the Item Master to enable their use in Service Logistics

- Create the Service Activity Codes needed to create Part Sales Orders for Customer Replaceable Parts. You’ll need at least one for creating shipments and one for creating returns.

- Create needed Lookups

- Set relevant Profile Options

In addition to these Service Logistics and Inventory Setups, many other products need to be setup to enable Parts Sourcing and Ordering including:

Engagement Cloud

Engagement Cloud – Field Service Cloud Integration (uses Oracle Integration Cloud)

Global Order Promising (GOP)

Inventory and Transfer Orders

Sales Orders including Accounting and Invoicing

Pricing

Notes

| |

| |

| |

| |

| |

| |

| |

| |

Slide 21 -

Enablement Detail for Source and Order Service Parts & Initiate Returns

[pic]

Slide notes

Four seeded Billing Types are provided (Material, Consumables, Labor and Expenses). For 19A, the Material and Consumable Billing Types must be assigned to all Service Parts in the Item Master to enable them for Service Logistics.

and Expense Billing Types have been seeded for future use when Labor and Expense Items will be created in the Item Master for Field Servicer Debrief.

Billing Types must be assigned an Billing Category. We have 3 seeded Billing Categories (Material, Labor and Expenses) which cannot be extended. In a future release, we will use them in the FS Debrief UI to control which items are available in the Parts, Labor and Expenses Tabs.

Notes

| |

| |

| |

| |

| |

| |

Slide 22 -

Enablement Detail for Source and Order Service Parts & Initiate Returns

[pic]

Slide notes

On the Item Master UI, assign Billing Types to each Service Part you want to use in Service Logistics. Also set the Enable Service Billing to Yes.

Notes

| |

| |

| |

| |

| |

| |

| |

| |

Slide 23 -

Enablement Detail for Source and Order Service Parts & Initiate Returns

[pic]

Slide notes

Users must enter a Service Activity Code (SAC) when creating Service Request Part Requirements for Customer Replaceable Parts

At a minimum, customers will need to setup one SAC to create shipment order lines and one SAC to create return order lines. The Transaction Category determines whether a shipment or return order line is created.

The Business Process (BP) determines where in Service Logistics the SAC can be used. For example, assigning the Customer Service BP will enable the SAC to be used in the Service Request Part Tab.

The Order Line Type is a customer definable field in the Order Management Cloud which you can use to drive accounting, order orchestration and other Order Management functionality.

The Checkboxes are used to control how and whether Charge Lines and Order Lines are created or not. For example, Service Providers who only do work under full contract coverage may not want create/calculate Charges at all.

Billing Types are used to filter Part Item Number LOVs. They are assigned to Items in the Item Master. When a SAC is selected in the Part Requirement UI, only Items that have one of its Billing Types can be selected by the user.

Notes

Slide 24 -

Enablement Detail for Source and Order Service Parts & Initiate Returns

[pic]

Slide notes

Here is a summary of the Profiles that need to be setup for Sourcing and Ordering Service Parts.

A Destination Inventory Organization is required to create Transfer Orders. When a field technician is assigned to the Work Order, his/her Default Usable Sub-Inventory and its Inventory Organization will be defaulted into the Add Parts UI. However, when the technician hasn’t been assigned yet, the user will have to select the Destination Inventory Organization. This profile is used in this case to default the Destination Organization. Note: The Destination Subinventory is not required to create the Transfer Order.

This Default Return Organization is used when creating customer returns in the Add Parts UI. It is used to default the Return to Inventory Organization (Warehouse) which the user can then update.

The Employee Profile is used when creating Transfer Orders as they require a Deliver To Employee which can’t be entered in the Add Parts UI at this time.

Notes

| |

| |

| |

Slide 25 -

Enablement Detail for Source and Order Service Parts & Initiate Returns

[pic]

Slide notes

These Lookups are used when creating Service Activity Codes. Billing Types were discussed in a previous slide. Order Types are referenced by Service Activity Codes and are used when creating Sales Orders. There are no seeded values for Order Type and customers frequently use them to drive the Order Orchestration Process selection.,

Notes

| |

| |

| |

| |

| |

| |

| |

| |

Slide 26 -

Enablement Detail for Source and Order Service Parts & Initiate Returns

[pic]

Slide notes

There are many other Fusion Cloud Products that need to be setup implement a full Service Logistics and Billing solution.

These include:

Engagement Cloud

Engagement Cloud – Field Service Cloud Integration (uses Oracle Integration Cloud)

Global Order Promising (GOP)

Inventory and Transfer Orders

Sales Orders including Accounting and Invoicing

Pricing

On the Oracle Help Center’s new Service Logistics Page you can find more detailed information including

Getting Started with Service Logistics Cloud Implementation guide

Using Service Logistics Cloud

Integrating Service Logistics Cloud with Field Service Cloud guide

Notes

Slide 29 - Job Roles

[pic]

Slide notes

In 19A, the Field Service Administrator Job Role must be assigned to users who will be setting up Service Logistics. In future releases, this Role will enable additional Service Logistics functionality.

Notes

| |

| |

| |

| |

| |

| |

| |

| |

Slide 30 - Business Process Information

[pic]

Slide notes

The Service Logistics Functionality described in this Readiness Training falls under the Deliver Customer Service Business Process in the Fusion BPM Model. The Deliver Customer Service Process covers all three service execution Activities (Customer Support, Depot Repair and Field Service) as will as the supporting Parts Logistics Activities.

This concludes this presentation, thank you for listening. You can easily pause and rewind any of these slides if you require additional time to take in the detail.

Notes

| |

| |

| |

| |

| |

| |

................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download