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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 I’ll be talking about the unification of the Manage and Mobility modules into the OFSC Core Application.

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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 travel-related improvements.

First, street level routing optimizes routing quality and lets you decide how you want to optimize travel – either by shortest travel time or minimum distance.

Next, real-time traffic for travel time estimation provides more current and realistic time estimates for travel between activities.

Additionally, you can now display a traffic layer on map views to actually see traffic conditions in real time.

And finally, the new travel allowance feature lets you choose which part of a resource’s travel to the day’s first activity and travel from the day’s last activity can be included in working time.

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Slide 6 - Unified Login Screen and Legacy Manage interface

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As part of the 18C release, a unified login screen has been created which will direct all users to the OFSC Core Application, whether they are a field resource who previously used the Mobility interface or a dispatcher, manager or other non-field personnel who used the Manage interface.

But to ease the transition, there is an option that enables users who previously accessed Manage to log into the “Legacy Manage” interface where they can continue to operate exactly as they had been prior to the release. This is enabled by default.

There is no “legacy Mobility” interface, as the Mobility application has been replaced by the OFSC Core Application interface. But from a user perspective, there won’t be any changes from the previous Mobility functionality – they’ll see and be able to do exactly what they were able to do in the previous version of OFSC.

You will continue to be able to make configuration changes on a per user type basis to set exactly which screens, forms, and fields a particular type of user will see. But by default, the user experience will be the same as it was prior to the release.

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Slide 7 - Legacy Manage Configuration Access

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The setting that controls whether a user type can access the Legacy Manage UI can be found on the General tab, as shown here.

When it is enabled, the previous Manage configuration settings for the user type will be migrated over, and when users log in, they’ll be taken to the Legacy Manage interface, exactly as it was in the previous version.

Disabling this option will mean that associated users will only be able to access the web application – which is the OFSC Core Application.

The checkboxes 'Allow access via installed application for Android' and 'Allow access via installed application for iOS' specifies if users of this particular User Type should have access to the native Android and iOS OFSC applications respectively. If checked, users can access the OFSC Core Application via the installed app on Android or iOS devices.

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Slide 8 - OFSC Core Application UI Configuration

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Some changes have been made to the structure of the User Type, Screen Configuration tab, which is where a user type’s screen configuration is set up.

First, the Mobility section has been renamed to be the “Application screens” section. It’s where you’ll make any configuration changes you need to make to the OFSC Core Application interface for each user type.

Each additional screen with a configurable layout that has been added to the OFSC Core Application will have a corresponding entry in the Application screens section.

The Manage section has also been renamed to the “Legacy Manage” section, and the settings here will only apply to user types that have the “Use Legacy Manage” access I just showed you enabled. If you will be using the Legacy Manage interface, any changes you will need to make can be done to the screen contexts in this section.

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Slide 9 - New screens and actions for field resources

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There are a number of immediate enhancements that are available in this release, in terms of screens and actions that were not previously available to Mobility users which are now an option under the OFSC Core Application. They will need to be added to the Main Menu context under the Application screens configuration.

First up is the Dispatch Console, which consists of the Time, List, and Map views. It will behave exactly as it used to in the Activities screen of the Legacy Manage interface. Any internal activity screens – ones that you would drill down to see, like Add Activity or Activity details, for example, will continue to use the screens as they were in Mobility. Please also note that both the Manage and Maps screens which were previously available in Mobility are still available as well.

Next, the Forecasting, Quota, and Routing services, which used to be only available in Manage, are now found in the OFSC Core Application interface. They work exactly the same way as they previously did in Manage.

Configuration is also now available through the OFSC Core Application UI, and it also works the same way as it did in the Manage interface, with the exception of the changes I just mentioned.

In the OFSC application, the Dashboards page provides access to OFSC dashboards, OFSC reports, or even embedded dashboards from other applications.

An admin user can create pre-defined dashboard pages for a particular user type, which can act as a reference for all associated users.

And users can now create multiple tabs on the Dashboard screen, adding or removing reports or dashboards based on their preferences, and changing the spatial arrangement of a report or dashboard.

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Slide 10 - New Activity Management features

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A number of Activity Management actions that were not previously available in Mobility have been added to the OFSC Core Application interface. The actions listed below can now be assigned to field resources:

The specific screens and actions will need to be added to the appropriate Application screens context and conditions apply for each. See the OFSC Release 18C documentation for more details on each.

There are also three new action links that can be added to the Activity Details screen in the OFSC Core Application: Links, Resource Preferences, and Messages. These links will open new screens that contain the same content as the tabs with the same name in the Legacy Manage interface.

And finally, the Activity Search functionality that was present in the Legacy Manage interface will now be available in the unified OFSC Application as well, both on the Manage tab as well as the Dispatch Console.

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Slide 11 - Resource Management

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There are a couple of enhancements to Resource Management functionality included in this release as well.

First, for all users who can create Field Resources, the action "Create resource/user" will be added to the new context "Resources" after upgrade.

All settings from the "Resource info" context will be copied to the "Resource/user edit" context with visibility as well (excluding any predefined tabs).

For all users who can create resources the field "Organization unit" will be added with RW visibility to the Resource/User edit context after the "Resource Type" field.

Additional options include the ability to create and update users, to update Organization units, and to update visible resources.

There has been some improvement of Resource calendars as well. Resource calendars will have the new option "Schedule" available for all users who have access to the OFSC Core application and who can change calendars. Instead of simply selecting the shift and defining the number of days it applies to the resource, the UI now displays a calendar for selecting the end date; the calendar includes a 'No date specified' option.

And finally the ability to add, delete, and change count of inventory to the Resource and Customer inventory pools is now available in the OFSC Core application. The action links are available on the appropriate context layouts and can be added for a user type, if need be.

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Slide 12 - OFSC Core Application

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This application will ultimately provide full OFSC functionality including management and administration to all users through a common, mobility-ready UI, with access to specific features set on a user-role basis via configuration.

Eliminating the previous divide between “field” and “back office” use will provide a seamless experience and a common look and feel that allows for a more tailored approach for all users

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Slide 13 - Additional Information

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There are several important details to understand about the OFSC Core Application interface and the Legacy Manage interface, especially in regards to how the two interact.

• The following screens are shared by Legacy Manage and the Core Application interfaces, so any configuration done in a context will be mirrored in the corresponding screen in the other interface:

• Any changes made to other screens in the Legacy Manage configuration section will need to also be made to corresponding screens in the Application screens section.

• For example, changes to the Activity Time View Label screen in either section will affect how those screens look in both the Legacy Manage interface and the Core Application interface – it’s a single screen used by both interfaces. Changes to the Resource info screen in the Legacy Manage section, however, would not automatically be duplicated in the Core application’s Resource/User info screen. Configuration would need to be made in each context.

• Just to reiterate, while a number of new screens and actions will become available to field resources with this release, they will not appear by default. Context configuration on a per user basis will allow you full control over which types of users see and can access which features.

• And finally, since the Main Menu is currently displayed only to those users who have at least 2 resources associated with them. Even after the upgrade, only those users will be able to access to the new Main Menu screen options in the OFSC Core Application.

 

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Slide 14 - Summary of Enhancement Capabilities

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

 

• With this initial release of the OFSC Core Application there will be a single unified interface that will eventually replace the Mobility and Manage interfaces used in previous versions. By default, Manage users will be set to access the Legacy Manage interface and their configuration settings will be maintained.

• Changes have been made to the Configuration screen which allow for both the configuration of the OFSC Core application interface now and as the available functionality expands, as well as the Legacy Manage interface during the transition to a unified UI.

• A number of new Activity Management changes have been implemented, mostly involving expanding the availability of actions and links that were previously limited to non-field personnel using the Manage interface. The Activity Search functionality has also been added to the OFSC Core Application interface.

• Resource Management enhancements also include expanding the availability of actions to field resources, the addition of the Schedule feature for resource calendars, and the ability to change inventory in the resource and customer pools.

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Slide 15 - 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 16 - Feature Impact Guidelines

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This table depicts key upgrade information for the new features covered in this training.

All of the enhancements I’ve covered today are available without additional setup.

For existing customers, there will effectively be no change immediately after the upgrade. Legacy Manage access will be enabled by default for Manage users and Mobility users will continue to access the same features through the new OFSC Core application.

As mentioned previously, new Main Menu items, screens, and actions are not automatically added and must be configured on a per user type basis.

A quick final note about this upgrade - earlier I talked about how some of the features in this release represent the next step in the evolution to a single OFSC interface. So…what should you do now? 

Well, what we suggest is that when you upgrade, have your administrators continue to use the Legacy UI to access the same functionality they’re used to. And have your field resources use the OFSC Core Application to access the OFSC features they’ve been using. Then, configure your TEST environment using only the Core Application interface. This will give you a chance to get familiar with the changes and options. With that knowledge, you can then begin making plans for the eventual transition over the next year or so. Just keep in mind that this version is just a step in that evolution, so we’ll continue to improve usability and functionality over the coming releases.

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Slide 17 - 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 travel 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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