Oracle Field Service

NorCal OAUG Training Day,

January 17, 2007
Almir Hrnjadovic
Dionex Corporation
Agenda

About Dionex
Original Business Process
Why Oracle Field Service
Oracle E-Business Suite Process Review
Demonstration of Oracle E-Business Suite Process
Dionex required customizations
Q&A

2
About Dionex

Designs, manufactures and sells chemical analysis equipment

Approximately 1000 employees worldwide
Revenue $296 million for FY06
Uses Oracle E-Business Suite (11.5.10.2) in North America

3
Original Business Process

Used Siebel for Call tracking

No integration with Oracle E-Business Suite
Oracle E-Business Suite used for:
Order Management
Installed Base
Service Contracts
Service Billing
This caused duplicate and incomplete data entry
No control of Field Service inventory
No accurate entitlement checking

4
Oracle Field Service Benefits

All Customer Interaction Captured in Oracle

Ability to Immediately Distinguish Between Contract, Warranty and
Paid-Day Customers.
Ability to Bill Paid-Day Customers for Phone Assistance
Ability to place Orders for Spare parts
Improved Communication with Field Representatives

5
Process Overview Contact Center

Receive Customer
Inquiry

Review Installed Create Service

Verify Entitlements Record Symptom
Base Request

Resolve Issue/
Provide Solution

Close Service
Record Resolution Request

6
Process Overview FS Representative

Receive Task/
Service Request Contact Customer Verify Symptom
Confirm Entitlements

Execute Service
Installation, Warranty call
, Contract call, etc.

Update Service Close Service Tasks

Record Resolution Record Charges and Request
Request

7
Issues Encountered

Country value is stored and validated differently in HR and AR/OM

Address Flexfield.
This causes a problem. The HR Address is used for internal
requisitions which are interfaced into OM. This process failed
because the country flexfield value was incompatible between HR
and AR/OM.
Patch 5477155 was released by Oracle Development to correct
the issue along with the requirement to remove the value sets
associated with the HR Address flexfield.
However, this patch only works if youre not using Vertex Data.
Oracle Development is still working on final solution to this issue.

8
Customizations

Service Request DFF to identify the SR problem code

User fills in multiple DFFs to build the SR Problem
Code
DB Trigger to update the SR problem code

9
Customizations

OEOL Workflow update ship to contact for parts

requirement orders
The Parts Requirement form does not have a place to
specify the ship to contact. The Service Request has a
primary contact assigned to it and this customization
pull the OM Ship To Contact from this field.
A similar issue exists with the Service Charges form in
11.5.9. This has a ship to contact but it is also not
transferred to OM.

10
Customizations

COGS Account Generator for Field Service Debrief Transaction

The default COGS account used for a Field Service Debrief Transaction
comes from the Item Master. This is a single value which did not meet our
requirement for a COGS account.
You can customize this following ML Note: 297328.1
This customization requires the following:
Develop a PL/SQL Procedure to be called by JTF_HOOKS
Develop a custom workflow account generator (this allows the dynamic insertion
of valid code combinations)
Integrate the custom workflow account generator into the AOL tables

11
Oracle Field Service DEMO

Demonstration of Process

12
Q&A