Adobe Captivate - Oracle



Slide 3 - Oracle Field Service Cloud

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Hello, my name is Erik. Welcome to training for Oracle Field Service Cloud, Release 18C.

In this session we’ll be talking about quota and capacity management enhancements.

 

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Slide 4 - Agenda

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For the enhancements covered in this training, we’ll give an overview, followed by more detail to explain how you can use them, and we’ll describe the business value they offer.

 

We’ll also explain what you need to consider before enabling these features in your business and what you need to know to set them up.

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Slide 5 - Enhancements Overview

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In our continuous effort to enhance the overall user experience and performance of Oracle Field Service Cloud, version 18C adds some important improvements to Capacity Service functionality:

First, the quota, capacity, booking, and configuration screens now have a unified interface that’s similar to other OFSC functionality.

Next, this version now supports management of planned capacity on the UI in addition to via API.

Also, booking and quota management can now be based on this planned capacity, including quota limitations that can be defined by time intervals, not just on a per-day basis.

And finally, resources can contribute to a capacity bucket’s available capacity and quota if they are associated with the same work zones as the bucket, even if they are not part of that capacity bucket.

And one more note before we get started: Although I just talked about capacity buckets, moving forward, capacity buckets will be called capacity areas, so that’s how I’ll refer to them throughout the rest of this lesson.

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Slide 6 - Slide 4

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First up is the Quota Screen Navigation Unification.

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Slide 7 - Quota Screen Navigation Unification

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The screens for Quota, Available Capacity, Booking Status, and Configuration have been updated to provide a cleaner interface that’s more consistent with the rest of the OFSC UI. Additionally, the Configuration screen has been modified to simplify configuration of quota, capacity, and booking options.

Included in that update are navigation buttons that let you select a screen directly instead of using the View drop-down menu as you did in earlier versions. As a result, the View menu has been removed from all screens except Quota, where it’s still used for defining columns and selecting time slot-based quota options.

Additional actions have been moved to the new action menu. Options for the Quota screen include Quota History and Mass Populate, while the Booking Status screen’s action menu includes Close Time History and Mass Populate.

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Slide 8 - Quota Screen Navigation Unification

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The Configuration screen has been significantly redesigned in this release. It includes a new option to define units of working time in either hours or resources. It adds a ‘Based on booking intervals’ quota management option, and it lets you define quota as a percentage of available capacity (that is, capacity defined by resource calendars), planned capacity (which is also known as Working Time Plans), or a combination of the two. The options available in earlier versions to include or exclude ‘Other’ activities (that is, those not belonging to any of the listed capacity categories), have been replaced by a single check box.

Additionally, a new configuration option, ‘Manage quota on the level of booking intervals,’ supports the ability to set quota on the booking interval level instead of only by day. This option is available only for booking interval-based quota management, and I’ll be going into the details of that feature a little later on.

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Slide 9 - Quota Screen Navigation Unification

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The Available Capacity screen now includes a Planned Capacity Editor that allows you to define capacity without having to rely on actual available capacity. You can also edit planned capacity for organization units under the capacity area. The difference between available capacity and planned capacity will appear on the screen in either hours or number of resources, depending on which selection you made on the Configuration screen.

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Slide 10 - Quota Screen Navigation Unification

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The Quota screen has undergone changes as well. A new Planned Max Available column appears to display planned capacity if you’ve defined it. And when the quota management option is booking interval-based, you can use the Quota screen to view and manage quota on the booking interval level.

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Slide 11 - Quota Screen Navigation Unification

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When time slot-based quota is selected, the Booking Status screen now displays a map above the booking tables that shows which work zones have been closed and which remain open.

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Slide 12 - Quota Screen Navigation Unification

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The redesigned screens offer several benefits. First, they allow for simpler, more convenient use of Capacity Service functionality. Additionally, they’re more consistent with other screens in Oracle Field Service Cloud. They simplify the configuration of quota and capacity settings, and finally, they provide additional information and functionality on the various screens.

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Slide 13 - Additional Information for Quota Screen Navigation Unification

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A couple of additional points regarding the UI changes for quota and capacity:

As I mentioned at the beginning, what used to be called ‘capacity buckets’ are now called ‘capacity areas,’ a designation that is made on the Resource Information screen just as it was when they were called capacity buckets.

After migration to OFSC version 18C, the new screens are accessible to everyone who had access to Quota in previous versions.

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Slide 14 - Slide 12

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Next, let’s take a look at the planned capacity management feature.

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Slide 15 - Planned Capacity Management

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In previous versions of OFSC you could use the API to include planned capacity in your capacity calculations. Now, in 18C, you can view and manage planned capacity for capacity areas and the organization units underneath them on the Available Capacity screen as well. Using planned capacity gives you the ability to book activities out into the future, even when your resource calendars are likely to change before then.

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Slide 16 - Planned Capacity Management

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This OFSC release introduces the Planned Capacity Editor to let you define planned capacity, not only for the capacity area, but also for any organization units that are part of that capacity area. Those organization units are displayed in list form on the editor rather than as a hierarchy, and you can view or edit capacity down to the organization unit level.

The Available Capacity screen then displays any positive or negative variance between planned capacity and the actual available capacity, using the units you selected – either resources or hours. This can help you understand whether you might need to adjust your resources or the activities you book. When available capacity matches planned capacity, you’ll see a green check mark on the Available Capacity screen in the All Day column.

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Slide 17 - Planned Capacity Management

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Available capacity uses actual values to calculate capacity, and planned capacity lets you do longer-range planning without having to know exactly which resources will contribute to that capacity. Both offer benefits, and you don’t have to choose between using just one or the other. OFSC gives you the option of using both by letting you select a number of days in which to use available capacity as the basis for quota; after that number of days, the system will use planned capacity.

In the screen shown here, quota will be based on the actual, calculated available capacity for today and tomorrow. For every day after that, quota will be based on the values that have been entered for planned capacity. Of course, when tomorrow comes, quota will be based on available capacity for tomorrow and the next day, so quota will always be based on available capacity for the number of days you enter, with today being counted as the first day.

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Slide 18 - Planned Capacity Management

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The ability to define planned capacity lets you use actual available capacity for a configured number of days. Then it lets you do longer-range capacity planning even when accurate resource calendars for the future may not yet be available.

You can define quota as a percentage of that planned capacity, which allows you to book activities beyond the time for which you have accurate available capacity values. As a result, you won’t need to struggle with problems caused by non-compliant calendars as well as staff turnover and schedule variations caused by PTO, illness, and other absences.

Planned capacity supports underbooking because it lets you decrease the number of available resources for a given date to allow for future moves of resources into the capacity area. Underbooking for specific capacity categories and booking intervals lets you reserve late-day capacity for supporting unfinished or unplanned work before the end of the day.

Overbooking is also supported more readily than in the past because with planned capacity, OFSC doesn’t need actual available capacity in order to allow booking. If you say you’ll have an amount of capacity in the future, OFSC will use that planned capacity to determine booking without considering the resources that are currently available for those dates.

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Slide 19 - Additional Information for Planned Capacity Management

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Here are a few points to keep in mind about using planned capacity. 

First, the Planned Capacity Editor is turned on by default upon upgrade to OFSC version 18C. That means that anyone with access to the Available Capacity screen also has access to the Planned Capacity Editor. If you want to prevent users from entering information on the Planned Capacity Editor, you’ll need to set read-only access to the Quota main menu item or remove it entirely for that user type.

Next, if you don’t provide planned capacity values, either via API or on the user interface, OFSC will use the available capacity data. If your calendars are complete and accurate for future capacity, that won’t be an issue. But if they’re likely to change, you’ll probably want OFSC to use planned capacity values instead.

You can choose to define quota as a percentage of planned capacity. If you do that and you’re not managing quota at the booking interval level, OFSC distributes that planned capacity proportionally across all booking intervals and determines the quota at the percentage you set.

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Slide 20 - Additional Information for Planned Capacity Management

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Let’s look at that a little more closely.

Here’s a Quota screen where we’ve set planned capacity to 2400 hours. Because quota is based on capacity, and in this case, we’ll assume it’s 100% of capacity, which means that quota is 2400 hours also.

And you can see the booking intervals here: midnight to 8 a.m., two-hour intervals between 8 and 6, and then one for 6 p.m. until midnight. Those 2400 hours of quota get distributed proportionally across the booking intervals, so you’ll notice 800 hours before 8 a.m. and 600 hours after 6 p.m., with the remaining quota distributed equally across the other booking intervals.

But if your organization works only between 8 a.m. and 6 p.m., more than half your quota is allocated to non-working hours, making it unavailable for booking during working hours. How can we fix that?

Well, you have several options – four, actually. The first is to simply remove the non-working booking intervals from the Business Rules screen, but that impacts every capacity area within your organization, so that might not be your best choice. The second option is to remove them for that particular capacity area on that area's Configuration screen.

 This third option is to manually close booking on the Booking Status screen, which is what I did. And here’s what happens with those non-working intervals out of the picture.

You can see that now all 2400 hours are allocated across only your working intervals, which is as it should be.

So, wait, I said four options. That’s right, and the fourth option is something I’m going to get into when we talk about the next new feature. It’s the ability to manage quota for every booking interval and capacity category. We’ll get to that in just a minute.

 But speaking of capacity categories, let’s take another look at this Quota screen. Planned capacity is about defining future capacity without knowing yet which resources will contribute to that capacity. Without knowing the resources, we can’t know their work skills, and therefore have no way of knowing which categories they contribute capacity to. For that reason, in any given booking interval, OFSC gives every capacity category the full amount of planned capacity for that interval, which means the full amount of quota for the interval too. Essentially, the system assumes that all resources will have all work skills, so every resource contributes to all capacity categories. And that’s what you see on these screens. Of course, when activities are booked, they consume capacity and quota from each of the capacity categories, so your remaining capacity and quota values are still accurate.

 

Now maybe you don’t want to set quota at 100% for every capacity category. Let’s say that 100% of your workforce can perform de-installations, but only half of them can perform installations and upgrades. You can set the daily quota percentages so that they represent the approximate distribution of work skills in the capacity area. In that example, you’d set the quota percent for the Install and Upgrade capacity categories to 50% or the half the number of hours of total planned capacity. Although you won’t see a change in the planned quota distribution values on the Quota screen, the limits you’ve set will prevent more than half the quota from being booked.

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Slide 21 - Additional Information for Planned Capacity Management

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This feature is automatically available upon migration to version 18C, but you’ll need to do a little configuration before using it.

You’ll want to select Quota from the main menu and then click the Configuration button on the far right. Then, under Booking in the left column, in the ‘Manage quota as’ sections, select ‘Based on booking intervals.’  

Next, you’ll need to select a Quota Management option in the ‘Quota by day’ section. If you want to use only planned capacity for as a basis for quota definition, select ‘Enter quota as percent of Working Time Plans.’

Or, you can use a combination of available and planned capacity by selecting the first option: ‘Enter quota as percent of capacity defined by calendar for the next [x number of] days and then switch to the plans.’ Enter the number of days in the box. Quota is based on available capacity for the number of days you enter, with today being counted as the first day, and planned capacity after that.

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Slide 22 - Slide 20

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I just explained the planned capacity feature and the ability to manage it from the Planned Capacity Editor. In addition to that feature, OFSC version 18C introduces the ability to manage quota limits for every booking interval.

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Slide 23 - Booking Limited by Time Intervals

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Remember that I said OFSC distributes planned capacity proportionally. So, when you set quota as a percentage of planned capacity, quota is also distributed proportionally. We really recommend that you use this automatic distribution of quota based on planned capacity because it’s the most efficient for you and, in general, provides accurate estimates of quota based on the planned capacity values you provide. And, in fact, when you let OFSC distribute capacity and quota, you can see the values on the quota screen, but you cannot edit them.

However, you do have an additional option that I’m going to describe here, one that lets you define quota for every combination of booking interval and capacity category.

So, what does this new feature do? Well, it provides the option to manage quota on the booking interval level. Earlier versions of OFSC let you manage quota on the daily level for the different capacity categories when using the available capacity-based approach to booking. This feature lets you fine-tune quota to the booking interval level for each capacity category.

This feature is available only for booking interval-based quota management; you can’t use it with the time slot-based approach. The Configuration screen includes a new checkbox: ‘Manage quota on the level of booking intervals.’

The Quota screen now includes a new editor to manage quota at the booking intervals level. When ‘Manage quota on the level of booking intervals’ is not selected, the editor is read-only and quota is distributed proportionally. But when you’ve enabled the checkbox, the editor can now be written to. All values are reset to zero so that you can define them as you see fit. Those values can be entered manually on the UI or defined via API.

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Slide 24 - Booking Limited by Time Intervals

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The ability to limit quota by booking intervals in this feature adds more flexibility to decide between the ease and efficiency of automatic quota distribution and the inherent flexibility of being able to set quota for every combination of booking interval and capacity category. This approach offers granularity in defining booking limits throughout the workday.

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Slide 25 - Additional Information for Booking Limited by Time Intervals

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Just a minute ago, I said that enabling the ‘Manage quota on the level of booking intervals’ resets the editor that lets you select quota for each booking interval-capacity category combination and that all values initially default to zero. It’s really important to understand that once you’ve enabled this feature, you must set values for every combination, for every day. Because here’s what happens if you don’t: The value remains at its default of zero. And that means that OFSC can’t see any available quota so you can’t book that kind of work in this interval.

And just a note to let you know that in addition to manual management, you can set the quota limits per booking interval via new API changes when quota is based on planned capacity.

The feature is available upon upgrade to 18C, but you’ll need to configure a few settings to use it. Under Booking, select ‘Based on booking intervals’ in the ‘Manage quota as’ section. Select the Quota Management settings you want, and then select ‘Manage quota on the level of booking intervals’ in the ‘Quota by capacity category’ section before saving your changes.

At that point, you’ll need to enter values immediately, either manually or via API. If you allow all values to remain at zero, booking will be prohibited for the entire capacity area.

To do that, go to the Quotas screen, click the “greater than” arrow next to Quota and enter values. And – just a note—Mass Populate and Autofill options are not available for entering quota based on booking intervals. Close the editor by clicking the “less than” arrow.

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Slide 26 - Recommendations for Quota Management Approaches

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So far in this presentation, we’ve talked about available capacity, planned capacity and managing quota on booking intervals. You might be wondering when to use each of these quota management approaches, so here are a few recommendations to get you started:

If your calendars are accurate for three months or longer, your best bet is to define quota as a percentage of available capacity.

If your calendars are accurate for a number of days only, define quota as a percentage of available capacity for that number of days; after that, define quota as a percentage of planned capacity.

If you want to use planned capacity only, define quota as a percentage of planned capacity.

If you’re basing quota on planned capacity, either solely or in combination with available capacity:

Set percentages of quota for each capacity category to represent the distribution of work skills among your work force. For example, if 50 percent of your work force can perform upgrades, set the percent quota for the Upgrade capacity category to 50.

Close unused booking intervals so OFSC distributes planned capacity over only the booking intervals during which work is actually done. This avoids setting quota during intervals that are not typically used for activities. In other words, the total length of booking intervals should be roughly the same as the length of your work day to avoid over- or underbooking.

We recommend using quota limits on the booking interval level only when you absolutely need that level of flexibility. It’s more efficient for you and generally effective to use the percentage of planned capacity, distributed proportionally across your work shifts and weighted by capacity category percentages.

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Slide 27 - Slide 25

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Now let’s move on to the last new quota and capacity feature in the 18C release of OFSC.

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Slide 28 - Temporary Assigned Resources in Quota/Capacity Calculations

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In the 17.8 release of OFSC, a new routing feature let you tell routing that it could assign activities not only to those resources in the routing bucket, but also to other resources outside the bucket. These other resources were required to be directly assigned to work zones associated with the bucket. In that situation, with the option enabled, the routing engine made no distinction between resources within the bucket and those outside the bucket that shared the bucket’s work zones.

A similar feature is introduced for quota and capacity management in the 18C version of OFSC. Now, resources that are outside the capacity bucket – remember, though, that we’re now calling them capacity areas – can contribute to quota and capacity calculations for the quota-based approach to booking, which uses time slots, and the booking interval-based approach, which can use available capacity, planned capacity, or both.  

This feature is enabled through the selection of a new field on the Business Rules screen: ‘Use resources outside the capacity area’ in the Quota Management section. When you select this check box, resources directly associated with work zones that match the capacity area’s work zones are considered to contribute to capacity and are considered with quota and capacity consumption. And you can increase the capacity of a capacity area by directly assigning compatible work zones to existing resources.

As part of this feature, the lists you can download from the Available Capacity screen to see which resources contribute to available capacity now includes new columns. On the Resources list, the new columns are ‘Capacity area’ and ‘work zones.’ On the Activities list, those columns are ‘Capacity area’ and ‘Assigned to.’ This additional information can be useful when you’re debugging available capacity information.

 

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Slide 29 - Temporary Assigned Resources in Quota/Capacity Calculations

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This feature offers several benefits.

First, you can now temporarily assign resources from one capacity area to another without moving them around in your organization’s hierarchy. Just directly associate those resources with one or more work zones that are compatible with the capacity area you want to add them to.

Next, it lets you see how temporary assigned resources affect capacity numbers so you can see the total capacity you have for booking.

It also lets you see which activities are consuming capacity and which resources are contributing to capacity.

 

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Slide 30 - Additional Information for Temporary Assigned Resources

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There are some additional considerations when using temporary assigned resources.

First, as I suggested earlier, you must directly assign work zones to resources in order for those resources to contribute to the capacity area’s available capacity. In other words, even though capacity areas can inherit work zones as well as have them directly assigned, you must change the work zone directly for resources.

If you assign a temporary work zone for a resource, all of the other work zones for that resource are disregarded for the duration of the temporary work zone.

It’s important to understand that when this functionality is enabled, resources may contribute to capacity in multiple capacity areas, with the result that apparent capacity may exceed actual available capacity. However, once capacity is used from one capacity area, that capacity amount will be consumed from all capacity areas to which the resource contributed.

This functionality is turned off when upgrading to 18C in order to preserve previous behavior. To use it, enable it on the Business Rules screen.

When the checkbox on the Business Rules screen is enabled, all capacity areas are affected.

These resources contribute to available capacity only, not to planned capacity.

This is not available for mass repeating activities.

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Slide 31 - Summary of Enhancement Capabilities

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Here is the summary of the features I’ve talked about today:

First, the unification of quota screen navigation increases ease of use, makes navigation more consistent, simplifies quota management configuration, and adds information and functionality to the screens.

Next, planned capacity management lets you define planned capacity free from the need to have up-to-the-minute calendars far out into the future. By letting you define quota as a percentage of capacity, you can continue to book activities for future dates, even when resources may not yet have been assigned to the capacity area.

The ability to limit booking by time intervals offers greater flexibility in quota management approaches and more granularity in defining quota limits.

And finally, using temporary assigned resources in quota and capacity calculations allows more efficient resource assignment and a better understanding of which resources contribute to capacity.

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Slide 32 - Implementation Advice

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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.

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Slide 33 - Feature Impact Guidelines

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This table depicts key update information for the new features covered in this training. All of the enhancements I’ve covered are automatically available after update and are included in the default user type. All features are available without additional setup

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Slide 34 - User Types

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The single user type that every instance of Oracle Field Service Cloud has is the Privileged Administrator user type, which can access every new feature covered in this training. You can create additional user types that can have access to the new Quota and Capacity Management enhancements as well.

 

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.

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