Oracle Field Service: Workflow manager

Workflow manager is a feature of Oracle Field Service that provides guided assistance to agents in the field. It helps agents accurately and consistently complete configured visual steps while ensuring compliance with defined business rules.

With preconfigured workflows, new or subcontracted agents are better able to deliver service consistent with the rest of your field service organization. Dispatchers and management gain visibility into the progress of their work.

As installed equipment, technical assets, and other frequently serviced machinery become more complex, so do the service activities needed to support them. Preconfigured, criteria-based workflows make managing them easier for field service teams. Workflows deliver specific and relevant guidance for initiating service, diagnosing issues, troubleshooting and repairs, as well as customer debriefing and upselling.

Workflow manager helps you define safety protocols and data capture requirements—such as the photo verification of an asset—to ensure your service teams consistently and accurately follow business practices. It also supports complex workflows where steps can differ based on a variety of business rules and requirements.

Prebuilt workflows help new agents complete routine tasks without extensive training. They can learn on the job and contribute immediately while reinforcing best practices and improving competency. Companies using third-party or subcontracted resources have a trackable system to ensure field service teams follow all steps in the correct order.

Field service activity workflows that can be preconfigured include (but are not limited to):

• Safety protocols
• Issue identification and diagnosis
• Troubleshooting and repairs
• Parts installation
• Preventative maintenance
• Customer debrief and upsell

Workflow manager creates more visibility into the progress of a job in real time. Supervisors and dispatchers do not have to call or otherwise disrupt an agent to get a status update; they can view the progress of the workflow within a service activity.

When customers ask about the status of their service request, contact center agents can provide more accurate answers, even when the work is done offsite.