This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Product | Feature | Notes |
|---|---|---|---|
| 05 MAY 2021 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in this update.
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Column Definitions:
Report = New or modified, Oracle-delivered, ready to run reports.
UI or Process-Based: Small Scale = These UI or process-based features are typically comprised of minor field, validation, or program changes. Therefore, the potential impact to users is minimal.
UI or Process-Based: Larger Scale* = These UI or process-based features have more complex designs. Therefore, the potential impact to users is higher.
Features Delivered Disabled = Action is needed BEFORE these features can be used by END USERS. These features are delivered disabled and you choose if and when to enable them. For example, a) new or expanded BI subject areas need to first be incorporated into reports, b) Integration is required to utilize new web services, or c) features must be assigned to user roles before they can be accessed.
| Ready for Use by End Users Reports plus Small Scale UI or Process-Based new features will have minimal user impact after an update. Therefore, customer acceptance testing should focus on the Larger Scale UI or Process-Based* new features. |
Customer Must Take Action before Use by End Users Not disruptive as action is required to make these features ready to use. As you selectively choose to leverage, you set your test and roll out timing. |
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|---|---|---|---|---|---|---|
| Feature |
Report |
UI or |
UI or |
|
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View Your Technician's Location
Self-service users can quickly locate their technician on the day of service so that they know when the technician will arrive at their site. Users can see the name of the assigned technician, the estimated arrival time and the location of the technician on a map.
Key benefits of this feature include a reduction in the number of contact center inquiries of the technician's current location, an improvement in your customer's experience, and cost savings due to fewer customer no-shows.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
The capability to view your technician's location only applies to Oracle Field Service work orders, not to general work orders. This capability is currently only available in the 21B reference implementation.
Role Information
This feature is available to all users with the Customer Self-Service User role.