Oracle Fusion Field Service
Oracle Field Service combines automation and embedded AI to help plan, schedule, and execute field work with precision and speed. Every job benefits from optimized workflows, real-time adjustments, and seamless coordination across teams.
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Start your cloud CX transformation with Oracle Fusion Field Service
Learn how to unify the service lifecycle—from the field to the back office.
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Faster support, better outcomes, powered by AI
Learn how to improve customer satisfaction and reduce costs across self-service, agent-assisted, and field service workflows using automation and AI.
Explore Oracle Field Service
Plan with precision
Forecast demand with confidence
Avoid under- or overstaffing with AI-driven models that accurately predict workload and align it to available capacity.
Auto-schedule for maximum efficiency
Assign the right job to the right technician at the optimal time, balancing skills, location, and priority.
Adapt instantly when things change
Rebalance schedules in seconds to handle delays, cancellations, or urgent new jobs without impacting SLAs.
Protect customer commitments
Automatically prioritize high-value, urgent, or SLA-sensitive work to maintain trust and satisfaction.
Coordinate all resources in one view
Manage employees, contractors, and seasonal workers side by side with consistent visibility.
Empower the field
Access all job information in one mobile app
Technicians get instant access to maps, instructions, parts lists, knowledge articles, and work history—no switching between tools.
Work anywhere, anytime
With offline access, technicians can keep jobs moving even in low-connectivity or remote environments.
Collaborate in real time
Technicians can chat, share photos, or get expert assistance without leaving the job site.
Track parts on the go
Technicians can check availability, reserve inventory, and confirm parts locations from the field in seconds.
Promote compliance every time
Built-in workflows guide technicians through each step to help meet safety and quality requirements.
Empower the customer
Book appointments online
Customers can choose from real-time availability, avoiding scheduling surprises.
Track your technician live
Customers can track technician arrival on a map that updates in real time so they know exactly when to expect service.
Stay informed automatically
Customers receive proactive alerts for appointment reminders, delays, or technician changes.
Reschedule in seconds
Customers can adjust appointments via self-service without calling support.
Share feedback instantly
Customers can provide ratings and comments right after service, enabling faster insights.
Keep service moving
Beat traffic delays
Real-time routing adjusts for traffic, road closures, or unexpected conditions in the moment.
Know where techs really are
Location tracking shows actual technician positions for true visibility.
Navigate like a local
Street-level routing helps ensure the fastest, most efficient path to each job.
Spot issues before they escalate
Automated alerts flag risks to SLAs to prompt action before deadlines slip.
Make changes on the fly
Supervisors can reassign, reroute, or support technicians instantly when priorities shift.
Connect parts and service
Get the right part the first time
Match available inventory to scheduled jobs, factoring in depot repair turnaround times so technicians have everything they need at the first visit.
Automate parts ordering
Trigger shipments from warehouses or depot repair automatically when work orders are confirmed so repaired components arrive in time for scheduled service.
Track inventory everywhere
Monitor stock levels across depots, repair centers, technician trucks, and regional warehouses for accurate demand planning.
Avoid repeat visits
Confirm that required parts, including repaired items from depots, are available before dispatch to eliminate unnecessary follow-up calls.
Simplify returns
Automate the process for sending unused or defective parts back to depot repair—including tracking, inspection, and restocking—so inventory is ready for the next job faster.
Deliver Remarkable Experiences with Connected Field Service
Hear from field service experts as they discuss how you can elevate the customer and employee experience by investing in connected experiences.
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Customer Reference
Enersense powers sustainable energy with Oracle Field Service
The renewable energy company uses Oracle Field Service to empower mobile resources across Europe.
Oracle Fusion Field Service customer successes
Learn how companies across across industries use Oracle Fusion Field Service to improve their field service interactions and exceed customer expectations. Click on a logo to learn more.
Oracle Field Service use cases by industry
Organizations across many industries rely on field service management software to deliver reliable on-site service and support. Here’s how Oracle Field Service creates value in these sectors:
High tech
High tech and electronics companies use field service tools to install and repair complex equipment at customer sites. Oracle Field Service helps these companies coordinate skilled technicians and track replacement parts. As a result, issues with assets such as servers, networking gear, or medical devices are resolved faster, minimizing customer downtime and protecting service level agreements.
Industrial manufacturing
Manufacturers of industrial machinery and equipment depend on field service for maintenance and break-fix support. With Oracle Field Service, these companies can proactively schedule preventive maintenance visits and respond swiftly to unplanned outages. Efficient routing and real-time parts visibility help reduce machine downtime for customers and improve operational efficiency in after-sales service.
Utilities
Power, water, and energy utilities must dispatch crews for various tasks including outages, repairs, and meter services. Oracle Field Service optimizes scheduling for planned work and emergency calls, helping ensure that linemen and field engineers reach sites quickly. It also keeps utility customers informed via appointment updates and technician tracking, improving customer satisfaction even during service disruptions.
Communications service providers
Telecom and cable operators use field service management to install new services and fix network issues at customer premises. Oracle Field Service helps communications service providers manage large, distributed technician teams and tight appointment windows. By optimizing routes, technician workflows, and enabling Where’s My Technician? updates for their customers, providers can reduce appointment wait times and improve first-time installation success rates, leading to happier subscribers.
Industrial professional services
For businesses that deliver on-site technical services (such as HVAC, facilities maintenance, or equipment calibration), Oracle Field Service enables efficient job scheduling and real-time job status tracking. This means field engineers arrive on schedule with the correct tools and information to do the job right, helping service providers meet contract commitments and delight their clients with prompt, reliable service.
Construction and engineering
Construction, engineering, and project-based firms often have crews in the field to conduct inspections, installations, or repairs on infrastructure. Oracle Field Service provides these teams with a unified schedule and mobile access to project details or plans. Coordinators can adjust assignments as needed (for example, if a site isn’t ready or there’s a weather delay), helping field crews remain productive and projects stay on track.
Oil and gas
In the oil and gas industry, safety and uptime are paramount. Oracle Field Service helps schedule and dispatch maintenance technicians to remote sites such as pipelines, drilling rigs, or refineries. The system’s offline capabilities and IoT integration allow field personnel to receive alerts from sensors (e.g., for leaks or pressure anomalies) and respond immediately. As a result, companies can prevent major incidents and maintain continuous production through prompt field interventions.
Government
Government agencies and public sector organizations use field service management for a variety of tasks—building inspections, public works maintenance, utility services, and more. Oracle Field Service enables government field workers and contractors to be scheduled efficiently and help accountable, with GPS tracking and real-time status updates. Citizens receive better service (including narrower service windows and timely notifications), while agencies benefit from improved transparency and adherence to service commitments.
Oracle Field Service key features
Oracle Field Service includes a rich set of features designed to manage every aspect of field operations and deliver superior service. Some of its major features and the resulting benefits include:
Barcode scanning
Enable technicians to quickly capture and verify asset details, parts, or equipment by scanning barcodes and QR codes directly in the mobile app.
Capacity/quota/booking
Match appointment booking to real workforce availability. Avoid overbooking and improve first-time fix rates by helping ensure that the right resources are available when needed.
Collaboration
Give technicians instant access to experts, documents, and job history in real time. Reduce repeat visits and speed up resolution.
Contingent worker management
Seamlessly schedule, onboard, and manage contractors alongside internal teams. Maintain quality while flexing capacity up or down.
Where’s My Technician?
Proactively notify customers with accurate arrival times and updates. Build trust with real-time technician tracking and easy rescheduling options.
Real-time traffic
Adjust routes instantly to avoid delays. Keep arrival times accurate with live traffic data.
Mobility tools
Empower field workers with all job information on any device, even offline. Capture signatures, photos, and forms in the field.
Offline mode
Keep technicians productive even in remote or low-connectivity areas with full offline access. All job details, forms, and captured data remain available without a network connection, and changes automatically sync when back online.
Smart location
Track workers (not just vehicles) for true location accuracy. Use geofencing to trigger alerts and verify on-site work.
Street-level routing
Provide technicians with precise, turn-by-turn directions that factor in real-world road conditions. Improve on-time arrival rates.
Workflow manager
Standardize service processes with guided, rules-based steps. Improve compliance, safety, and training speed.
Why Choose Oracle Field Service
Unified CX, ERP, and SCM on one platform
Unlike other vendors that require multiple integrations, Oracle delivers field service as part of a single cloud platform that connects customer experience, supply chain, and ERP. This allows for consistent data, faster processes, and lower IT overhead.
AI at no extra cost
Oracle embeds AI across field service capabilities at no additional charge. From intelligent scheduling to real-time route optimization, our AI learns from every interaction to improve efficiency and reduce costs. All with no hidden licensing fees.
Proven scalability
Unlike solutions built for niche use cases, Oracle Field Service scales to support thousands of technicians, multiple business units, and global operations—without performance trade-offs.
Deep industry expertise
Oracle combines field service technology with decades of industry best practices in manufacturing, utilities, high tech, and more, enabling faster time to value and tailored workflows.
Real-time, self-learning engine
Unlike static scheduling tools, Oracle’s predictive engine continuously adjusts routes and assignments in real time, factoring in traffic, skills, and historical performance to keep service on track.
End-to-end service visibility
Oracle provides complete visibility from customer request to parts delivery to job completion, enabling proactive decisions that reduce downtime and improve customer satisfaction.
Resources
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Best practices and resources
Find best practices and useful resources that can help you make the most of your CX products. Whether you’re a new customer or are looking for ways to optimize or expand your implementation, you can find what you need.
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Documentation
Oracle offers a wide range of documentation, videos, and tutorials that will help you learn more about Oracle Fusion Field Service. You'll find all of these resources and more in the Oracle Help Center.
Additional documentation and tutorials
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Cloud Customer Connect
Cloud Customer Connect is Oracle's premier online cloud community. Specifically designed for peer collaboration, best practice sharing, and to provide needed tools for members so they can keep pace with product strategy. In addition, members are able to provide feedback on sales cloud, marketing cloud, and service cloud solutions—directly to Oracle development.
Additional information:
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Develop your CX skills
Oracle University provides a variety of learning solutions to help you build cloud skills, validate expertise, and accelerate adoption. Learn more about the training and certification you can rely on to ensure your organization's success.
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Oracle Cloud Marketplace
Power transformation with innovative partner applications and services. Find the most comprehensive list of sales cloud, service cloud, and marketing cloud applications in the Oracle Cloud Marketplace.
Consulting and partner services
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What is a field service management strategy?
A successful field service management strategy embraces digital technologies to maximize efficiencies and connect the mobile workforce to customers and the back-office team (including customer service, dispatch, and management). This type of transformation supports exponential growth opportunities for worker productivity, customer experience, and your bottom line.
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