Companies are shifting to Service-based business models, recognizing Service as a potential profit center. Oracle Field Service (OFS) offers intuitive, AI-powered tools for routing, scheduling, and managing field service technicians.

By connecting Siebel Field Service with OFS, the best-in-class appointment booking and scheduling features will become available. This will enable more efficient and on-time service experiences – every time.

Transforming field service for Siebel CRM

The key features of this integration are:

  • Siebel CRM remaining as the primary Service application while scheduling information will come from OFS.
  • The integration supports use cases like Appointment Booking, Skill based assignment, Technician updates and Real-time data synchronization.
  • OFS searches for all employees who have the required skills and returns slots only for those employees based on defined skill rules.
  • A new business accelerator within Oracle Integration Cloud (OIC) to quickly integrate Oracle Siebel CRM with Oracle Field Service.

Overview

  • Siebel CRM UI is used by Customer Service Representatives for all their tasks while dispatchers will use OFS UI.
  • Siebel CRM will be the master for Accounts, Contacts, Addresses, Activities, and various other information like: Service Region, Schedules, Employees, Exceptions/Holidays, Employee Skills, Employee Exception Hours/Leaves, and so on
  • Relevant information for schedule administration such as Service regions and Employees will be sent initially from Siebel to OFS and later incrementally based on data changes for specific Service Regions and Employees. This will be managed by administrators.

Below are the key personas and the functions expected to be performed for scheduling activities leveraging this new integration.

Enhanced field service for all personas

 

Typical Process Flow

A typical business flow journey for a call center agent using the Siebel-OFS integration capability to schedule a meeting of the field technician with the customer to resolve a product issue is illustrated below.

Typical process flow for Call Center agent in Field Service

 

Technical Architecture

The technical architecture for this feature comprising of Siebel CRM and OFS with the OIC accelerator is illustrated below. Oracle Integration Cloud has been used for this integration and there is a business accelerator that has been developed as part of this integration which needs to be used to connect both applications. This will be available in the Oracle Integration Cloud instance as a business accelerator by the name “Oracle Siebel – Oracle Field Service | Appointment Booking and Activity Management”.

Siebel and Oracle Field Service architecture

 

The accelerator for OFS is available in our latest Siebel CRM Release Update (23.1). So you can get started to transform field service right now. 

This article was authored by Roshan Alexander, Principal Product Manager, Oracle.