oracle e-business suite: service family

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

Oracle E-Business Suite: Service Family Update, Strategy and Roadmap (11292)Continued Investment

John OlszewskiSenior DirectorEBS Product Management

12:45 PM, April 9, 2019GH 4th Floor, Texas Salon A

Safe Harbor Statement

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

Confidential – Oracle Internal/Restricted/Highly Restricted 3

EBS Support and Roadmap

4

Continued Investment

5

EBS 2018 Innovations - Announcement and Video12.2.8 Generally Available Oct 5, 2018

EBS Learning Subscription: education.oracle.com/subscriptions/ebs

• Oracle E-Business Suite 2018 Innovations (pdf)

• Oracle E-Business Suite 2018 Innovations (Video)

https://education.oracle.com/subscriptions/ebs

http://www.oracle.com/us/products/applications/ebs-2018-innovations-5119373.pdf

https://learn.oracle.com/pls/web_prod-plq-dad/db_pages.getpage?page_id=904&get_params=cloudId:243,objectId:22957

6

CONTINUOUS INNOVATION ON EBS 12.2 WITH PREMIER SUPPORT THROUGH

AT LEAST 2030

Delivering Ongoing Innovation and Underlying Technology Stack Updates

without Major Upgrade


Continued Investment and Support for Years to Come without Major Upgrade

EBS Release Roadmap: Continuous Innovation on EBS 12.2

12.2 12.2.3 12.2.4 12.2.5 12.2.6 12.2.7 12.2.8 12.1 12.1.2 12.1.3

Latest Release

PREMIER SUPPORT THROUGH:

• Release 12.1: Dec. 2021

• Release 12.2: At least 2030

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, timing, and pricing of any features or functionality described for Oracle’s products may change and remains at the sole discretion of Oracle Corporation.

Copyright © 2019 Oracle and/or its affiliates. All rights reserved

5/2009 12/2009 8/2010 9/2013 12/2013 9/2014 10/2015 9/2016 9/2017 10/2018


12.2.4

Fusion Middleware

11g

12.2.7

12.2.8

8

Update Underlying Technology while Keeping the Same Level of EBS Code

Continuous Innovation on EBS 12.2

11.5.10

iAS 1.0.2.2

12.1.2

Application Server

10g

EBS Upgrade

12.1.312.2.0

Future Fusion

Middleware

12.2.7

12.2.8

Tech Stack Upgrade

12.2.x

12.2.0

FutureFusion

Middleware

Tech Stack Upgrade

12.2.7

12.2.8

12.2.x

EBS Upgrade

• Uptake new middleware without major EBS upgrade• No need to rewrite customizations

• Create, comment, and vote on ideas– Available in 30 EBS Communities

– Across EBS: ERP, SCM, HCM, Appstech

• High participation– 5K+ ideas for EBS created since 2014 inception

– 14K+ users and 75K+ comments

• EBS Development uses customer voting as input to product planning– Customers can vote an idea up or down

– Many 12.2.x features are customer voted ideas9

Customer Voting in My Oracle Support CommunityParticipate in Social Enhancement Process

Ideas in a Support Community

Indicator of customer voted ideas

Create an idea

Engage in an idea

Vote up or down

Add a comment

Bookmark

10

Oracle EBS Summit 2019Oracle Conference Center350 Oracle ParkwayRedwood Shores, CA94065

Updates and Product Planning for the following EBS Product AreasOrder Management, Logistics, Procurement and Contracts, Projects, Lease & Finance ManagementEnterprise Asset Management, Customer Service, Field Service, and Depot RepairManufacturing, In-Memory and Adaptive Intelligence ApplicationsE-Business Suite on Oracle Cloud Infrastructure (OCI)

Updates and Planning for EBS solutionsValue of EBS 12.2, Planning the Upgrade to EBS 12.2Enterprise Command Centers, EU GDPR, IFRS 15 and IFRS 16

EBS Strategy and Investment Priorities

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12Copyright © 2019, Oracle and/or its affiliates. All rights reserved.

Strategic Investments for Oracle E-Business SuiteEBS Investment in these 3 areas

FUNCTIONAL INNOVATION

Rich functional flows for modern business

• Enterprise Command Centers (ECC)

• IoT and Big Data Apps

• Extend with Cloud Apps

• Customer-Driven Enhancements

• Regulatory Compliance (GDPR)

MODERN USER EXPERIENCE AND MOBILITY

Simple and actionable user experience

• Mobile Apps

• Enterprise Command Centers (ECC)

• Tablet UI Optimization

• More HTML UIs

OPERATIONAL EFFICIENCY

Lower cost and effort for optimized operations

• Online Patching

• Run EBS on Cloud

• Applications Management

• Automated Testing

• Latest Technology Uptake

Copyright © 2019 Oracle and/or its affiliates. All rights reserved. | 13

Driven by Today’s Business Requirements

EBS Innovation in 2018

• EBS 12.2.8

• Capabilities Delivered Outside of EBS 12.2.8– Enterprise Command Centers

– Mobile Release 8

– Person Data Removal Tool for Data Privacy Standards

– IFRS 16 / ASC 842 for Equipment Leasing

– IFRS 15 / ASC 606 for Revenue Recognition

– HRMS Release Update Packs

– EBS on Oracle Cloud Infrastructure

Projects & Procurement

Financials

HumanCapital

Asset Lifecycle& Service

Manufacturing& Planning

Order Mgt & Logistics

Procurement& Projects

HumanCapital Mgt

Financials Manufacturing

Projects & Procurement

Financials

HumanCapital


Manufacturing& Planning

Order Mgt & Logistics

EBS

Order Mgt& Logistics


Procurement& Projects

ManufacturingHuman

Capital Mgt

FinancialManagement


Simple Actionable User Experience

Oracle EBS User Experience and Mobile Strategy

Enterprise Command Centers More HTML UIsLatest Oracle UI Look & Feel

Modern User Interactions

Smartphone Apps

EBS 12.2 EBS 12.1.3 and 12.2

EBS Service Family

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Foundation: Installed Base/Asset Tracking, PIM, TCA, Calendars, Territories, Workflow

Integrations: HR, WIP, Order Management, Inventory, Logistics, Projects, OTL, Inquira

• iSupport (WEB Self Service)

• Knowledge Management

• Email Center

• Remote (M to M)

• Preventive Maintenance

• Advanced Inbound CTI

• Contact Center

• Service Request

• Scripting

• Customer Service Logistics

• Charges and Billing

• Service Contracts

• Field Service (DC, Portals)

• Advanced Scheduler

• Spares Management

• Mobile Field Service

• Service Parts Planning

• Depot Repair

• CMRO

SelfService

AssistedService

OnsiteService

Escalation Escalation

Integration Integration

EBS Service Products

EBS Service Product FamilyComprehensive Customer Service, Tech Support, Field Service and Depot Repair Solution


Oracle E-Business SuiteService Update and Roadmap

1

2

3

Service 12.2 Highlights

Service 12.2.8 (released Oct. 5, 2018)

Service 12.2.9

Service Roadmap

Additional Information Sources

17

4

5


12.2 Highlights12.2.1 thru 12.2.5

• Execute Project Tasks using Field Service

• Service Request Operating Unit Security (MOAC)

• Service - Inquira/Oracle Knowledge Integration

• Auto Create OTL Timecards

• Technician Self Scheduling (FSTP)

• New Dispatch Center HTML UI

• New Contact Center HTML UI

• Charges UI - Mass Updates and Drill Down to Credit Memos

• Rich Text Notes (HTML UIs only)

• Email Center automatic Service Request Creation improvements (more tags, etc.)

• Continue HTML Customer Service UIs Build Out

• Reserve Parts when save Charge and Debrief Lines

• Auto create Part Requirements from Charges Estimates

12.2


12.2.6 Highlights

• Multiple Product Service Requests

• HTML Contact Center Build Out

• HTML Service Request Build Out

• Task Status Transitions by Task Type

• Mobile Service Manager (EBS Mobile Release 5)

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Customer Service and Support

12.2.6


12.2.6 Highlights

• Capture and Upload Mobile Device GPS Locations

• GPS based Emergency Task Scheduling

• Smartphone and Outlook Calendar Integration (Released on 12.1.3)

• MP MFS Enhancements – Close gaps with old O-Lite MFS Laptop Application

– Multiple Users, Customer/Product Download, etc.

• Preventive Maintenance Schedule Drill Down UI

• Spares Inventory Org Security

• Shipment Date/Time Optimization

• Advanced Lead Times (Transit Times plus Order Processing Time)

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Field Service and Spare Parts Management

12.2.6


12.2.7 Highlights

• HMTL Service UI Enhancements

• Scheduler – New Resource Cost Factor

• Part Order Packing and Shipping Instructions

• Copy Part Requirements

• Optional Reservations on Parts Receipts

• Labor Debrief Reasonability Check

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Service Family

12.2.7



1

2

3



Service 12.2.9

Service Roadmap


22

4

5


12.2.8 Highlights

• Email Center – Create Service Requests with Multiple Contact Points

• HMTL Service UI – Display related Object Notes (IB, Debrief, Escalations, etc.)

• HMTL Service UI – Update and Remove Service Request Task Queries

• TeleService – Multiple Problems on a Service Request

• TeleService – Support Ship-to/Bill-to Parties not related to SR Customer

• FS Scheduler - Estimate Travel Times using Traffic History/Patterns (eLocation)

• Depot Repair – Select Parts from Product BOM

• Depot Repair – New Public APIs

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Service Family (excludes Depot Repair and Service Contracts)

12.2.8

Email Center – Capture Multiple Contact Points Email Center UI – Select Create Service Request

12.2.8

Email Center UI – Capture Phone and Email Address

Email Center – Capture Multiple Contact Points 12.2.8

New Contacts tab in Service Request HTML IU

Email Center – Capture Multiple Contact Points 12.2.8

SR History UI now displays all Related Object Notes and Audit Trails

HTML Service Request UI – Display all Notes12.2.8

Service Request Audit Trail

Task Audit Trail

Installed Base Notes

Debrief Notes

Escalation Notes

SR History UI now displays all SR Related Notes and Audit Trails

HTML Service Request UI – Display all Notes12.2.8

12.2.8HTML SR UI – Save/Update Task Queries

Save Task Queries

Update and Delete Task Queries

Map Queries to Responsibilities to control visibility/usage

Multiple Problems on a Service RequestBetter Customer Service, Easier Scheduling and Billing

• Capture multiple problems (“as reported”) for a each product on the Service Request

• Customer calls with multiple problems and only wants to track 1 SR and get 1 invoice

12.2.8

Ship To/Bill to Parties not related to SR CustomerSupport more complex Service Requests without having to setup TCA Relationships

12.2.8


• Travel Times can vary greatly by time of day and day of week

• Scheduler now uses Travel Time Estimates from Mapping Services– Previously Scheduler used average speed by road type

(highway, surface street, etc.) to calculate Travel Time

– Mapping Services used to get Travel Route and Distance can also provide Travel Time (current and at a future date and time)

• OOB support for eLocation Mapping Service

32

Real Time and Forecasted Travel TimesGet Travel Time from Mapping Services

12.2.8

- 20 minutes from L1 to L2 tomorrow at 2 PM- 12 minutes from L1 to L2 at 11 AM tomorrow

12 minutes from current location to L2 right now -emergency task scheduling (12.2.6)

L1

L2


12.2.8 Highlights

• UX Enhancements: Select Parts from Product BOM

• New Public APIs

33

Depot Repair

12.2.8

Depot Repair Usability EnhancementsAdd Materials from BOM to Job

12.2.8

View and select items from the exploded bill of materials View on hand, reserved and

available quantity of each item



1

2

3



Service 12.2.9

Service Roadmap


35

4

5


Field Service Enhancements

• Field Service Scheduler – Task Type Capacity– Limit amount of a trip that can be scheduled to a tasks of a certain type.

– For example, limit Preventive Maintenance Tasks to no more that 50% of a technician’s trip

– Improves coordination between planned and reactive field service (can easily share technicians)

• Field Service Scheduler UI – Capture missed SLA Reason Codes– For Example: Required Parts not Available, Higher Priority Emergency, etc.

– Used to measure scheduling process effectiveness

36

Field Service Optimization

12.2.9


Customer Service and Support Enhancements

• TeleService – Service Command Center

• TeleService – Advanced Pricing Integration

• TeleService – Invoices in HTML Contact Center

• TeleService – Ability to search using DFF fields

• TeleService – Ability to send service request notifications to non-employee owners

• iSupport – Ability to configure Employee access to internal service requests.

• iSupport – Ability to disable service request contacts

• iSupport - PO Number on Create and Update Service Request pages.

• iSupport - Support for Synonym and Fuzzy searches in Knowledge Management page

37

Customer Driven

12.2.9

• Ensure SLA compliance – Identify service requests with potential SLA compliance

risks in-advance

– Identify tasks which can cause resolution delay

• Identify and act on critical service requests– Quickly identify escalated and high priority service

requests

– Take corrective actions to ensure critical service requests are worked on first

• Remove bottlenecks and balance workloads– Identify unassigned service requests

– Distribute workload to the right individuals/groups to ensure timely delivery of service

38

Service Command CenterService Managers Dashboard

12.2.4 and above

• Ensure SLA compliance – Identify and act on at-risk service requests

– Identify tasks which can cause resolution delay

• Simplify service request prioritization– Quickly identify escalated and other high priority

service requests

– Plan work based on service request due dates

• Resolve service requests quickly– Quickly find similar service requests to enable faster

resolution

– Update service requests with seamless navigation to CS HTML pages.

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Service Command CenterService Agent Dashboard

12.2.4 and above


• Flexibility to meets the pricing needs of different industries– Medical Equipment Buying Groups

– Government Pricing Agreements

• Supports– Pricing Qualifiers

– Pricing Modifiers

– Static and Dynamic Formula

– Secondary Price lists

– Price Breaks

40

Service: Charges integration with Advanced Pricing12.2.9


• Profile option “Service: Enable Advanced Pricing in Charges” enables the feature (Default value – No)

• Seeded Qualifier Contexts:

41

Service: Charges integration with Advanced Pricing12.2.9

Qualifier Context Attribute(s)

Customer Customer Name, Bill-to/Ship-to Party Site, Account Type, Customer Class, Customer Account Site, Sales Channel

Modifier List Pricelist, Bill-to Party Site

Party Information Customer Party, Ship-to Party Site

Order Line Category


TeleService – Invoices integration in HTML Contact Center

• Query Invoices• Drill Down to Invoice

Details

12.2.9


TeleService – DFF Search

• Search for service requests using Flex Fields (DFFs)

12.2.9


TeleService – Non-Employee Notifications

• Send Service Request Notifications to non-employee Owners- Partner Contacts- Supplier Contacts

12.2.9


iSupport Enhancements

• Support Administrators now have the ability to configure service request view access for employees. Supported Access Levels are:― View all internal SRs― View only those internal SRs where the user is a contact

• Ability to disable Service Request Contacts

• Added PO Number to Service Request pages― Users can enter a PO Number when SR is created/updated. ― SR PO Number is passed to Order Management/Invoicing by Service Charges UI

• Support for Synonym and Fuzzy searches in Knowledge Management page

12.2.9

46

Service ContractsQuote Print Improvements

• Quote Print includes terms and conditions by default

• One task less for user to print terms and conditions

• No quotes without terms and conditions sent to customer

Quote CustomerContract Manager

Authors Send Printed Quote

Quote Print includes Terms &

Conditions

Terms &

Conditions

12.2.9


Depot Repair Enhancements

• Predictive Analytics Enhancements

• Rules Engine Enhancements: Serial Number Ranges

• UX Enhancements: Automatic Clock-in

• UX Enhancements: Material Quick Issue

• Better Integration: Launch OM Quick Sales Order Form

47


12.2.9

Depot Repair Predictive Analytics

• Predict root cause• Predict best fix• Automatically apply accepted

recommendations

12.2.7

• GA: 12.2.7 Patch #28263445 (July 2018)

• Demo: https://youtu.be/gWTXvvERfag



1

2

3



Service 12.2.9

Service Roadmap


49

4

5


Product Roadmap

• Auto Create Installation Service Requests

• Installation Coordinator Work Bench

• Order Management Milestone Billing (12.2.7)

• SR and Contact Center HTML UIs (SR history, interactions, duplicate checking, more IVR parameters)

• iSupport – TeleService Extended Attribute Sync

• Mobile Service Manager Enhancements (interactions, service history, knowledge access, tasks, etc.)

• Charges Advanced Pricing Integration (12.2.9)

• Charges Invoices and Payments

• Chat Integration

• Auto Email Customer Surveys

• HTML Service – Quality Plan Integration

50

Customer Service and CRM Foundation

Roadmap


Product Roadmap

• Continue HTML Dispatch Center Build Out/Support

• Continue investment in MFS (Wireless and Multi-Platform)

• Customer ERs (Missed SLA Reason, etc.)

• Field Service Debrief –> Quality Plan Integration

• Field Service ECC

• User Configurable Notifications (Technicians and Customers)

• Dispatcher/Manager Broadcast Messages

• Change Item Number when recover Defectives Parts

• Field Change Orders (active and passive)

• Spares Logistics Coordinator Workbench

• Simplified Preventive Maintenance

• iExpenses Integration (auto create Expense Report from Expense Debrief)

• OTL Integration Enhancements (corrections, etc.)

51

Dispatch/Scheduling, Field Service and Spares Management

Roadmap


Product Roadmap

• Enterprise Command Center UIs

• Additional Predictive and Prescriptive Analytics

52

Depot Repair

Roadmap



1

2

3



Service 12.2.9

Service Roadmap


53

4

5

10 Meet-The-Experts (MTEs) - Grand Hyatt, Room: Salon B

• EBS Strategy and Roadmap

• EBS Technology Stack

• EBS Upgrades Best Practices

• Oracle E-Business Suite on OCI

• ERP (Financials, Procurement, Projects)

• EBS Order Management and Logistics

• EBS Service Family (Wednesday 8 AM Hyatt Salon B)

• In-Memory Cost Management Cloud Service

• Adaptive Intelligent Apps for Manufacturing

• EBS Manufacturing - Discrete and Process

54

Please visit the OAUG Collaborate website

https://app.attendcollaborate.com/event?owner_id=2517238&owner=other&event_order=start&event_page=1

3 Turbo Talks - Exhibitor Showcase

• EBS Cloud Manager for OCI

• EBS Enterprise Command Center (ECC)

• EU Data Privacy - Oracle E-Business Suite Customers

55



• Implementation, Technical Considerations and Customization

–Wed, April 10, 9:15 AM

–Wed, April 10, 2:0 PM (REPEAT)

• Deployment, Configuration and Review of EBS Lifecycle Management Capabilities

– Sunday, April 7, 1:45 PM

–Monday, April 8, 3:15 PM (REPEAT)

56

Hands-on-Lab (HOLs) - Room: 007D

EBS Enterprise Command Center - ECC EBS on OCI



EBS DEMOpods for EBS

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Where to Find EBS News and Information:www.oracle.com/ebs

Strategy ~ Roadmap ~ Path to Cloud ~ Featured Resources Announcements ~ Videos ~ Product Info ~ Training ~ Doc

http://www.oracle.com/ebs

59Copyright © 2019, Oracle and/or its affiliates. All rights reserved. 59

Engage with Oracle Digital for License SalesFocused on Oracle E-Business Suite Customers

• Interested in purchasing EBS?

• Want to expand your EBS usage?

• Need EBS licensing help?

Contact the Oracle Digital team

[email protected]

MW

Matt [email protected] Group Sales Manager

mailto:[email protected]

mailto:[email protected]


Q & A

oracle e-business suite: service family

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