Oracle Field Service Interview Questions

Explain the Business flow of Field Service.

Creation of Service Request à Creation of Field Service Task à Scheduling of Field Service Task à Execution of Task at Field à Completion of Task à Debrief Task (report Material, Time, Expense cost) à Close the Task and Service Request (Updates Inventory, Install Base and automatically generates Charges)

What is a Dispatch Centre?

Dispatch Centre is a dashboard used by Dispatcher to Plan, Schedule, Assign, Commit and Monitor the Field Service task.

What are the different Interactive modes used by Advanced Scheduler for scheduling a task?

Intelligent, Assisted, Window to Promise modes

What is the difference between Assisted, Intelligent and Window to Promise Modes?

Assisted – Selects eligible technicians based on skills, contracts and Install Base

Intelligent – Will display the eligible technicians that are available to meet the SLA along with cost

Window to Promise – Will schedule the task into a pre-defined time slot so that customer can anticipate technician’s arrival.

On what basis the tasks are assigned to the technicians?

Skills, Availability, Location, SLA response time, Distance, Cost, Customer Site Access Hours, and Customer preferred technician.

Can the Service Request be automatically closed once the task closes?

No

Can the Service Request be closed automatically when all the repair orders are closed?

Yes. By setting the Profile Option CSD: Close Service Request When All Repair Orders are Closed

What are the seeded statuses of a Task Flow?

In planning à Planned à Assigned à Accepted à Working à Completed à Closed

What are the major difference in 11i and R12 Territory Management?

1.STAR (Synchronize Territory Assignment Rules) replaces existing Generate Territory Package (GTP)

2.Generate Self-Service Territories (GSST) has been obsolete.

3.Territory Manager uses Role Based Access Control (RBAC) security model whereas in 11.5.10 its responsibility based.

4.Users can no longer access Forms Territory Manger UIs from CRM Administrator responsibility but they can access new HTML UIs.

What are the Billing types available in Field Service?

Material, Labor and Expense

How will you create Billing Type Codes for Field Service – Navigation?

Field Service Manager à Field Service Dispatcher à Service Request à Others à Service: Lookups

Query MTL_SERVICE_BILLABLE_FLAG

Create the Code and its Meaning.

Map the Codes to Billing type Categories

Field Service Dispatcher à Service Request à Setup à Charges à Billing Type Attributes

What are the inventory setups required for Field Service?

Service tab à Service Request Enabled à Track in Install Base à Debrief and Charges à Enable Service Billing à Billing Type

Order Management tab à Customer Ordered à Customer Orders Enabled

Inventory tab à Inventory Item à Stockable à Transactable

What are the API’s in Field Service?

CSF_DEBRIEF_PUB

CREATE_DEBRIEF

CREATE_DEBRIEF_LINES

UPDATE_DEBRIEF_LINES

UPDATE_DEBRIEF

What are the steps to create service activities and how will you map service activities to billing type?

Service Request à Setup à Charges à Service Activities and Billing Types

Create the Service Activity and map it to Billing Type and Order Header & Line Type for Specific Operating Unit. Also, Check for Depot Repair quantity update and OM Interface.

Then, we have to associate the service activity with the Business Process like Depot Repair, Field Service, and Service Request.

Service Request à Setupà Charges à Service Business Process

What are the various modes of creating Service Request in Field Service?

Through iSupport, Tele Service, Mobile / Laptop Field Service

What is CMRO? Where it is used?

CMRO stands for Complex Maintenance, Repair and Overhaul. It is used in Preventive Maintenance for creation of service request and tasks.

On what basis Preventive Maintenance (PM) programs are defined?

Usage Based or Time Based