Enhancing Field Service Efficiency with Oracle E-Business Suite Customizations

1. Oracle Field ServiceNorCal OAUG Training Day,January 17, 2007 Almir Hrnjadovic Dionex Corporation

2. Agenda • About Dionex • Original Business Process • Why Oracle Field Service • Oracle E-Business Suite Process Review • Demonstration of Oracle E-Business Suite Process • Dionex required customizations • Q&A

3. About Dionex • Designs, manufactures and sells chemical analysis equipment • Approximately 1000 employees worldwide • Revenue $296 million for FY06 • Uses Oracle E-Business Suite (11.5.10.2) in North America

4. Original Business Process • Used Siebel for Call tracking • No integration with Oracle E-Business Suite • Oracle E-Business Suite used for: • Order Management • Installed Base • Service Contracts • Service Billing • This caused duplicate and incomplete data entry • No control of Field Service inventory • No accurate entitlement checking

5. Oracle Field Service Benefits • All Customer Interaction Captured in Oracle • Ability to Immediately Distinguish Between Contract, Warranty and Paid-Day Customers. • Ability to Bill Paid-Day Customers for Phone Assistance • Ability to place Orders for Spare parts • Improved Communication with Field Representatives

6. Process Overview – Contact Center Receive Customer Inquiry Record Symptom Verify Entitlements Create Service Request Review Installed Base Resolve Issue/ Provide Solution Close Service Request Record Resolution

7. Process Overview – FS Representative Receive Task/ Service Request Verify Symptom Contact Customer Confirm Entitlements Execute Service Installation, Warranty call , Contract call, etc. Close Service Tasks and Request Record Resolution Update Service Request Record Charges

8. Issues Encountered • Country value is stored and validated differently in HR and AR/OM Address Flexfield. • This causes a problem. The HR Address is used for internal requisitions which are interfaced into OM. This process failed because the country flexfield value was incompatible between HR and AR/OM. • Patch 5477155 was released by Oracle Development to correct the issue along with the requirement to remove the value sets associated with the HR Address flexfield. • However, this patch only works if you’re not using Vertex Data. Oracle Development is still working on final solution to this issue.

9. Customizations • Service Request DFF to identify the SR problem code • User fills in multiple DFF’s to build the SR Problem Code • DB Trigger to update the SR problem code

10. Customizations • OEOL Workflow – update ship to contact for parts requirement orders • The Parts Requirement form does not have a place to specify the ship to contact. The Service Request has a primary contact assigned to it and this customization pull the OM Ship To Contact from this field. • A similar issue exists with the Service Charges form in 11.5.9. This has a ship to contact but it is also not transferred to OM.

11. Customizations • COGS Account Generator for Field Service Debrief Transaction • The default COGS account used for a Field Service Debrief Transaction comes from the Item Master. This is a single value which did not meet our requirement for a COGS account. • You can customize this following ML Note: 297328.1 • This customization requires the following: • Develop a PL/SQL Procedure to be called by JTF_HOOKS • Develop a custom workflow account generator (this allows the dynamic insertion of valid code combinations) • Integrate the custom workflow account generator into the AOL tables

12. Oracle Field Service – DEMO • Demonstration of Process

13. Q&A