Featured White Paper

Best Practices for Large Deployments for Oracle Service Cloud

The Oracle Service Cloud is powerful and easy to use. This is especially true when customers implement best practices for deploying their Service Cloud presence, learn how to manage their data, and understand limits of the various features of the Service Cloud.

Bring Your Own Device

Employees are already bringing their own high-tech devices to work, hoping to use familiar technology to be more productive. Encouraging that trend can slash IT costs, raise morale, boost productivity, and help your company project a cutting-edge image to customers.

Field Service and Customer Care

Within the field service industry, the customer service function is traditionally viewed as a cost center. It’s necessary to maintain customer-facing operations in order to deliver, install, or maintain products. Customer service is an essential part of doing business, particularly in the business-to-business (B2B) space or within maintenance organizations.

Field Service Management in the Cloud

Since the introduction of cloud applications for customer relationship management in 1999, cloud architecture has become a driver of business innovation. Over the years, industry perception about on-demand solutions has changed from risky and inferior to viable and cost-effective. Today, cloud solutions run many mission-critical tasks for enterprises large and small.

Integration Concepts for Oracle E-Business Suite and Oracle Field Service Cloud Service

The concepts set forth in this document provide guidance for customers interested in integrating Oracle E-Business Suite (EBS) and Oracle Field Service Cloud in order to achieve maximum efficiencies in field service operations.

Oracle Knowledge Implementation Guide for Knowledge Centered Support v8.6

The Consortium for Service Innovation (CSI) has developed a KCS verification program, which is a formal process for assessing vendor tools and verifying their ability to support KCS practices. Oracle Knowledge v8.4 has been KCS verified for KCS v4 for many years and recently its latest version 8.6 has become verified for KCS v5. This guide describes how to implement KCS v5 using Oracle Knowledge.

Oracle Service Cloud Knowledge Foundation Implementation Guide for Knowledge Centered Support

The Consortium for Service Innovation has published a set of practices for implementing Knowledge Centered Support (KCS) and they have created a software verification process to validate that software is capable of implementing KCS. Oracle Service Cloud Knowledge Foundation has been KCS verified for KCS v4 for many years and has just recently become verified for KCS v5. This guide describes how to implement KCS v5 in Oracle Service Cloud Knowledge Foundation.

Questions You Should Ask Your Field Service Management Vendor

Choosing the right field service management solution is an important decision that can save your business time and money and affect your customers’ satisfaction. You need to make sure your field service management solution has all the right features to enable success. So how do you start?

The Moneyball Method of Field Service Management

In this white paper, you will learn the general concepts behind predictive analytics and how they can be applied to a field service organization. The paper will cover the basic metrics that should be tracked, the use of performance pattern profiles, and how these principles can predict future events.

The New Connected Mobile Workforce

This white paper explores past trends that have led to the enablement of the connected workforce and provides insights into how a highly functioning connected workforce can operate with today’s commonly available technology (such as smartphones and tablets). This paper also provides examples of how a connected workforce can incorporate disruptive future technologies and trends, such as the Internet of Things, wearable devices, or self-driving cars.

The New Rules of Field Service Management

Field service managers are required to do more than ever. Corporate leaders ask that front-line managers control costs and increase customer satisfaction—without cutting corners on safety and quality. Reading between the lines, the goal is to optimize service efficiency.

Time-Based Routing for Field Service

In a comparative analysis of three routing methodologies for mobile workforces, time-based routing yielded more-accurate travel times than either linear-distance or street-level routing. Time-based routing outperformed street-level routing in a test case with a large sample size (more than 6,000 trips) in urban, suburban, and rural environments. Consequently, time-based routing results in schedules that are more stable throughout the day and more thoroughly optimized across an entire enterprise, while consuming minimal computing power and eliminating a single point of failure.
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