Oracle Fusion Field Service
Oracle Fusion Field Service is a cloud-based field service management solution that helps businesses schedule, route, and equip mobile workers to complete service activities at a customer’s home, office, or installed asset location.
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Faster support, better outcomes, powered by AI
Learn how to improve customer satisfaction and reduce costs across self-service, agent-assisted, and field service workflows using automation and AI.
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Explore the power of AI and automation in service
Learn cutting-edge best practices for service delivery, including how AI and automation are transforming the way service teams operate. Explore our on-demand webcast catalog for insights.
Explore Oracle Fusion Field Service
Work planning and scheduling
Accurately predict staffing needs
Meet forecasting and workload management goals, predict future demand, build long-term plans, and track performance.
Optimize resource utilization
Configure your service model to meet operational efficiency, cost management, and customer experience goals.
Intelligently automate scheduling and routing
Ensure on-time arrivals, reduce distance driven, eliminate unnecessary truck rolls, and complete more jobs per day.
Technician enablement
Complete service activities anywhere
Access critical job details and capture required information to serve customers in the field—even offline.
Simplify complex activities with preconfigured workflows
Provide guided assistance to mobile workers, shorten onboarding time, and ensure service consistency.
Access knowledge while engaged in service activities
Pull up manuals, videos, articles, schematics, and other documents in your mobile application to get answers and solve issues.
Connect and collaborate with your team
Share expertise, jobs, parts, and tools to solve customer problems and complete more jobs on the first try.
Customer self-service
Give customers choice and convenience
Provide immediate service to customers through their preferred channels, such as digital assistants, video chat, and SMS.
Help customers find answers to common problems
Deflect minor service inquiries away from service teams and enable customers to diagnose and solve issues quickly.
Let customers track and manage field service appointments
Send notifications to customers via email or SMS and give them real-time visibility of mobile worker arrival status with options for rescheduling service activities.
Service support
Always-on help for mobile workers
Deliver accurate advice and next-best action recommendations to mobile workers via chatbots accessible in their mobile application.
Escalate complex issues over video
Complete more jobs by using embedded video chat to connect with expert service support, diagnose issues, and get live coaching.
Empower your desk-based service support teams
Bring your most seasoned experts in from the field to support new or junior team members with voice, video, screen sharing, and annotation tools.
Fill staffing gaps and expand your coverage area
Manage a hybrid workforce of in-house, contractor, and/or third-party service networks in the same application.
Service logistics
Connect field service to your supply chain
Enable mobile workers to easily check parts availability and order, receive, transfer, and reserve parts for their trunk stock.
Provide customers with repair cost estimates and generate a return material authorization for assets.
Enter parts used and review charges for parts, labor, and expenses within the field service mobile application.
Ensure labor and parts costs are properly captured against service-level agreements (SLAs) and entitlements.
Deliver Remarkable Experiences with Connected Field Service
Hear from field service experts as they discuss how you can elevate the customer and employee experience by investing in connected experiences.
Customer Reference
Enersense powers sustainable energy with Oracle Field Service
The renewable energy company uses Oracle Field Service to empower mobile resources across Europe.
Oracle Fusion Field Service customer successes
Learn how companies across across industries use Oracle Fusion Field Service to improve their field service interactions and exceed customer expectations. Click on a logo to learn more.
Key benefits—field service management
Maximize field service operational efficiencies and meet service level agreements
Optimize your field service teams, by automatically assigning and routing field service workers based on SLAs, their particular skills, location, availability, and individual performance patterns.
Learn how field service excellence and efficiency can go hand in hand
Gain real-time, end-to-end visibility—and remain compliant
Improve field employee compliance with real-time monitoring to deliver automated, event-based customer communications at any point during the service cycle.
Guide your field service teams to deliver consistent, efficient service
Connect a disconnected mobile workforce
With an easy-to-use mobile workforce solution and enhanced digital tool sets, you can improve collaboration, communication, and innovation, and support any current and future business processes.
See how Enersense reduced the average time to site for its mobile resources to only 20 minutes
Scale complex scheduling and training requirements
Use self-learning, AI-assisted scheduling and routing to streamline and scale workforce assignments, reduce costs, and improve the customer experience. Leverage enhanced knowledge management, collaboration, and mobile tools to train and onboard new employees.
Transform the asset-based field service lifecycle
Predict and prevent downtime, improve efficiency, and grow service-related revenue by automating the workflows that connect your customers and their assets to your teams, your supply chain, and your back office.
Resources
Best practices and resources
Find best practices and useful resources that can help you make the most of your CX products. Whether you’re a new customer or are looking for ways to optimize or expand your implementation, you can find what you need.
Documentation
Oracle offers a wide range of documentation, videos, and tutorials that will help you learn more about Oracle Fusion Field Service. You'll find all of these resources and more in the Oracle Help Center.
Additional documentation and tutorials
Cloud Customer Connect
Cloud Customer Connect is Oracle's premier online cloud community. Specifically designed for peer collaboration, best practice sharing, and to provide needed tools for members so they can keep pace with product strategy. In addition, members are able to provide feedback on sales cloud, marketing cloud, and service cloud solutions—directly to Oracle development.
Additional information:
Develop your CX skills
Oracle University provides a variety of learning solutions to help you build cloud skills, validate expertise, and accelerate adoption. Learn more about the training and certification you can rely on to ensure your organization's success.
Oracle Cloud Marketplace
Power transformation with innovative partner applications and services. Find the most comprehensive list of sales cloud, service cloud, and marketing cloud applications in the Oracle Cloud Marketplace.
Consulting and partner services
What is a field service management strategy?
A successful field service management strategy embraces digital technologies to maximize efficiencies and connect the mobile workforce to customers and the back-office team (including customer service, dispatch, and management). This type of transformation supports exponential growth opportunities for worker productivity, customer experience, and your bottom line.