Using Smart Location Cloud Service - Oracle Cloud€¦ · Release August 2016. Field Service Cloud Using Smart Location Part Number: E65888-11 ... If you find any errors, ... Smart

OracleField Service CloudUsing Smart Location CloudService

Release August 2016

Field Service Cloud Using Smart Location

Part Number: E65888-11

Copyright © 2016, Oracle and/or its affiliates. All rights reserved

Authors: The Field Service Cloud Information Team

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Oracle Field Service CloudUsing Smart Location Cloud Service

Contents

Preface i

1 Using Smart Location 1

About Smart Location 1

Requirements to send data through the mobile device 1

Requirements to send data through the device in the vehicle 2

Set Up Smart Location 2

Verify that a resource is following the route in the Map view 4

Verify that a resource is following the route in the Time view 5

Locate a resource 6

Show nearby resources 6

Mobility Application Notifications 8

Configuration options for Alerts 10

Identify idle time 10

Revision History 12


Preface

i

Preface

PrefaceThis preface introduces information sources that can help you use the application and this guide.

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Chapter 1Using Smart Location

1

1 Using Smart LocationUsing Smart Location

About Smart LocationOracle Field Service Cloud Smart Location is part of Oracle Field Service Cloud, a mobile workforce managementapplication. You can use Smart Location to find the location and track the travel patterns of a resource.

Smart Location uses GPS information from the resource’s mobile device or from the device in the vehicle to gatherlocation and route information. Smart Location can help you perform the following tasks:

• Locate a resource: When you need to know where a particular resource is, you can quickly identify the locationand the activity being performed. With the details provided in the interface, you can also estimate whether thenext activity will be delayed and when the resource will arrive at the next activity.

• Identify idle time: Smart Location displays idle time on a map so that you can quickly identify where and whenthe resource was idle.

• Verify that a resource is following the route as expected: Smart Location can compare a resource’s actualroute to the projected route so that you can easily tell whether the resource is following the prepared route. Atglance, you can tell if there is a problem with the route like a delay at the activity, heavy traffic, or a detour.

• Retrieve navigational data for a resource. The resource data is available on Smart Location for only 15 days.You can retrieve historical data prior to 15 days from the Daily Extract files (up to 90) or from your own backupfiles that you had set up previously.

Important: This guide only covers tasks associated with the Oracle Field Service Cloud Smart Location module.See the Oracle Field Service Cloud Core Manage User Guide for information about other Oracle Field ServiceCloud dispatch and administration tasks.

Technical FunctionalityOracle Field Service Cloud Smart Location populates the Map view with the resource’s location information. SmartLocation uses GPS information from the resource’s mobile device or from the device in the vehicle to gather location androute information to create the Map view.

Requirements to send data through the mobile deviceTo use a resource’s mobile device to send GPS information to Oracle Field Service Cloud, these conditions must be met.

• Oracle Field Service Cloud must be configured and running

• The device must be capable of collecting GPS information and transmitting it using the device’s Internet browser.This capability must be native to the device. The solution does not work with external devices for GPS and WIFI.

• The mobile device that contains the GPS tool must support HTML 5.



2

• The resource must be logged in to the Oracle Field Service Cloud interface on the mobile device.

• The resource must accept the browser request to share location data with Oracle Field Service Cloud

• The browser must be running in the foreground to deliver coordinates to Oracle Field Service Cloud.

• The mobile device must not be in sleep or standby mode.

Requirements to send data through the device in thevehicleWhen you use the device in the vehicle to send GPS information, the following items are required for Oracle Field ServiceCloud Smart Location to work correctly:

• Oracle Field Service Cloud must be configured and running

• You must write an application to transfer the data from the device to Oracle Field Service Cloud through theOracle Field Service Cloud SDK. See the Smart Location API SDK for detailed instructions.

Set Up Smart Location

Turn on the Oracle Field Service Cloud Smart Location featuresBefore resources, dispatchers and other users can use the Smart Location features, you must turn them on.

Steps1. Click Configuration to open the Configuration page.

2. Click User Types under Users and Security.

3. Click the Enable Smart Location alerts in Mobility check box listed under Permissions section.

Configure Smart Location SettingsYou must configure the Oracle Field Service Cloud Smart Location to activate the communication between the device andthe system. You can also customize the display of certain information in the interface.

Steps1. Click Configuration to open the Configuration page.

2. Follow the steps to define the Map and Geocoding settings to identify the resource’s location:

a. Click Business Rules under General.

b. Scroll down to review the GPS field under the Maps and Geocoding section in theBusiness Rules page.



3

c. Select a value from the Resource identification drop-down list. This field identifiesthe resource that uses the GPS device in the vehicle and the GPS API. If you use theresource’s mobile device to send GPS data, leave it blank.

d. Optionally, type values in the Resource is considered idle if moved less than … meterswithin … minutes field to specify the maximum distance moved and the minimum amountof time idle. This field is used to determine whether a resource is idle. 500 meters and 30minutes are typically good values.

e. Optionally, type a value in the Resource is considered to be at the activity location if thedistance to it is less than … meters field. This field indicates that if the resource is furtheraway from the activity location than this value, the resource is considered not available atthe activity location. 100 meters is typically a good value.

3. Follow the steps to define how you want to track and collect location coordinates:

a. Click Resource Types under Resources, Activities, Inventories in the Configurationpage.

The list of available resource types is displayed.

b. Select the row for the Resource that sends the GPS data and click the Modify link.

The Edit resource type screen is displayed.

c. Click the check boxes under the Features column as needed.

d. Click Update.

4. Follow the steps to define the display settings for resource icons:

a. Click Display under Displays in the Configuration page.

b. Complete the following fields under the Map section:

• Fade resources—Check this box to fade and hide resource icons when GPS datais not received after a certain amount of time.

• Fade resource time—When the GPS data is not received for a certain amount oftime, the resource’s icon appears transparent, or faded, on the map. This settingdetermines that amount of time.

Note: You must check the Fade Resources box to activate this setting.

• Hide resource time—When the GPS data is not received for a certain amount oftime, the resource’s icon is removed from the map. This setting determines thatamount of time. You must check the box to activate this setting.

Troubleshooting Smart LocationIf Oracle Field Service Cloud Smart Location is not working properly, there might be a problem with the configuration.

See the following list of common problems and the possible solutions:

• Location dots are not displayed in Map view in the Web interface: Verify that Show Resource Trace ischecked in the View drop-down menu. Verify that the user account is tied to a resource.

• Data for a resource is not displayed in Map view in the Web interface: The resource did not authorize themobile device to send GPS data to the application. The resource must accept the browser request to sharelocation information. The resource closed his internet browser or logged out of the mobile interface. Ask theresource to log back into the mobile interface.



4

Verify that a resource is following the route in the MapviewOracle Field Service Cloud Smart Location provides details in the Map view of the Web interface that you can use to verifythat a resource is following the route.

Steps1. View a resource in Map View. The route displays.

2. Select View - Show Resource Trace.

The application compares the resource’s actual route to the projected route.

ResultThe map displays colored dots that indicate the locations that the GPS sent back to the application. The colors representthe following statuses:

• Blue dots indicate locations that the GPS device sent to the application that are compliant with the projectedroute.

• Red dots indicate locations that the GPS device sent to the application that are outside of the projected route.

• Yellow dots indicate idle time.

• Yellow dots indicate idle time.



5

Verify that a resource is following the route in the TimeviewOracle Field Service Cloud Smart Location provides details in the Time view of the Web interface that you can use toverify that a resource follows a route knowing that the route is a suggestion.

Steps1. Open the Time view.

The schedule displays.

2. Look for red lines under the scheduled activities.

Red lines indicate that the resource is off of the projected route or is idle. This could mean that theresource is not following the projected route. Short excursions occur due to heavy traffic or roadclosures. Longer excursions indicate a problem worth investigating.

3. Optionally, take one or more of these steps to investigate and resolve the issue.

a. Compare the information in this screen with the Smart Location information in the Map viewto help you determine whether the resource is on schedule.

b. Contact the resource to verify that everything is okay and that customers are receiving theanticipated service within the promised window of time.

c. Move activities as necessary to ensure that customers receive the expected level ofservice.



6

Locate a resourceYou can use Oracle Field Service Cloud Smart Location to find a resource’s current location.

Steps1. View a resource in Map View. The route displays.

2. Select View - Show Resource Location on Map.

A resource icon in a white balloon displays on the map in the position where the resources is currentlylocated.

Show nearby resourcesYou can use Oracle Field Service Cloud Smart Location to see the location of all team members in a particular area inrelation to one another.



7

Dispatchers can assist personnel by locating others who can help by offering detailed guidance. You can create a virtualcommunity among team members in an area that allows team members to find and communicate with one another andquickly access help, expertise, or inventory. This speeds up the job completion and helps fulfill the commitments that youhave made to customers.

Steps1. View a resource in the Map View. The route displays.

2. Click View - Show Nearby Resources.

The icon , representing nearby resources, will display on the map. You canselect one to view more details. The number of the nearby resources displayed on



8

the map depends on the zoom selected for the current map view on your application

device.

Mobility Application NotificationsThe Oracle Field Service Cloud Mobility Application interacts with technicians by sending alerts to notify them if somenon-compliance occurs during regular daily activities.

Alerts are sent when the following activities occur:

• Idle — Occurs when the technician stops for a critical period of time when moving to the next activity. This maybe configured within Core Manage.

• Situation:

If no activity is performed (while pending exists) and GEO coordinates have not been changed for Xperiod of time then this alert notifies the technician that some activity might be missing in a route.

• Mobility doesn't alert if any of these cases is true:

• Idle timeout <= 0

• Idle radius <= 0

• Resource activity queue contains started activity.

• Resource activity queue does not contain pending activities.



9

• Distance between previous and current coordinates more than idle radius.

• User Interface:

Mobility shows alert message with information about which activity might be missed. You can close thealert.

• Start— Occurs when the technician reached the activity location but has not started it yet. Applicable address ofactivity has Geolocation and radius of activity is configured within Core Manage.

• Situation:

If an activity site has been reached then this alert notifies the technician to start the activity.

• Mobility doesn't alert if any of these cases is true:

• Start radius <= 0

• Resource activity queue contains started activity.

• Resource activity queue does not contain pending activity.

• Activity coordinates are incorrect.

• Distance between resource location and activity location > start activity radius

• The activity screen is not opened at the moment. Only the first ordered or not ordered activity istaken into account.

• User Interface:

Mobility shows a confirmation message indicating which activity to start. You can close the confirmationor open start activity screen.

• Completed— Occurs when the technician leaves the activity location but has not completed the activity in thesystem. If the address of an activity has Geolocation and radius of activity, it is configured within Core Manage.

• Situation:

If an activity site has been left and there is still started activity in a queue then this alert notifies atechnician to complete the activity.

• Mobility doesn't show this alert if any of these cases is true:

• Started activity radius <= 0

• Resource activity queue does not contain started activity.

• Activity coordinates are incorrect.

• Distance between resource location and activity location < end activity radius

• The activity screen isn't opened at the moment.

• User Interface:

Mobility shows a confirmation message indicating which activity to complete. You can close theconfirmation or open complete activity screen.



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Configuration options for AlertsSmart Location allows you to configure the options related to alert functionality.

• Smart Location can be enabled or disabled on Resource Types screen.

• Smart Location starts working as soon as a Resource is selected.

• You can configure frequency of GPS data gathering (in minutes). If the frequency is set to zero then GPS datagathering must be disabled.

• You can configure idle time-out (in minutes) for alerts.

• You can configure idle radius (in meters), start activity radius (in meters), and end activity radius (in meters) foralerts.

Important: Mobility starts GPS data gathering once user is authenticated and has 1:1 relation withtechnician resource.

Identify idle timeYou can use the Oracle Field Service Cloud Smart Location module to see a resource's idle time.

Steps1. View a resource in the map view.

The route displays.

2. Select View - Show Resource trace.

The resource’s actual route is tabled on top of the projected route.

3. Look for yellow dots along the route. These dots indicate points at which the resource was not engagedin an activity.



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ChapterRevision History

12

Revision HistoryThis document will continue to evolve as existing sections change and new information is added. All updates are logged inthe following table, with the most recent updates at the bottom.

Date What’s Changed Notes

AUG 2016 Added new information about configuration foralerts

SEP 2016 Minor changes for clarity and consistency

OCT 2016 Minor changes for clarity and consistency

NOV 2016 Minor changes for clarity and consistency

JAN 2017 Minor changes for clarity and consistency

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Using Smart Location Cloud Service - Oracle Cloud€¦ · Release August 2016. Field Service Cloud Using Smart Location Part Number: E65888-11 ... If you find any errors, ... Smart