Oracle Field Service NorCal OAUG Training Day, January 17, 2007 Almir Hrnjadovic Dionex Corporation

2Agenda 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 ( ) 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 Review Installed Base Verify Entitlements Create Service Request Record Symptom Record Resolution Close Service Request Resolve Issue/ Provide Solution

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

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 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.

9Customizations 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

10Customizations 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 This has a ship to contact but it is also not transferred to OM.

11Customizations 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: 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

Q&A