Driving Service Excellence with Oracle Field Service Cloud Integration

In today’s service-driven industries, the ability to seamlessly connect customer call intake with field operations is critical to delivering fast, reliable, and transparent service. Many organizations rely on third-party custom solutions to capture customer calls, while using Oracle Field Service Cloud (OFS) for advanced scheduling, dispatching, and field activity management.

To bridge these systems, Oracle Integration Cloud (OIC) provides a powerful integration platform that enables real-time, event-driven connectivity.

How the Integration Works

• Call Capture in Custom System
  Customer service calls are first logged in a third-party custom solution that acts as the source system of record.

• Activity Creation in OFS
  Using OIC with REST APIs, these service calls are automatically converted into activities in OFS. This ensures field technicians receive new assignments immediately, without manual intervention.

• Event-Driven Status Synchronization
  Once an activity is created in OFS, OIC leverages events generated in OFS to track every status change—such as scheduled, dispatched, started, or completed. These updates are then synchronized back to the third-party system in real time using OIC/REST services, providing end-to-end visibility.

Business Benefits

• Efficiency: Eliminates manual handoffs between call center and field operations.

• Real-Time Visibility: Ensures both field and back-office teams are always in sync.

• Enhanced Customer Experience: Accurate, timely updates improve trust and satisfaction.

• Scalable Design: Event-driven architecture supports future system extensions with minimal effort.

Our Expertise

At Bizinsight Consulting Inc., we specialize in designing and developing enterprise-grade integrations tailored to customer needs. With deep expertise in Oracle Integration Cloud and Oracle Field Service Cloud, we help organizations streamline service processes, reduce operational bottlenecks, and deliver superior customer experiences.