2. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Con7742:Oracle Mobile Field Service Smartphone Deployment at Oracle with E- Business Suite Davinder Madan Group Product Manager Oracle Mobile Field Service Brenda Scott-Fong Senior Director Practice Management Office, Systems Innovation & Technology Scott Ottoes Senior Director Customer Support Technologies October 02, 2014

3. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 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. Oracle Confidential – Internal/Restricted/Highly Restricted3

4. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Agenda EBS Mobile Field Service Solutions Mobile Field Service Evolution Mobile Roadmap Oracle Hardware Business Case Study 1 2 3 4

5. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | EBS Mobile Field Service Solutions Oracle Confidential – Internal/Restricted/Highly Restricted5

6. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | EBS Mobile Field Service Solutions Oracle Confidential – Internal/Restricted/Highly Restricted6 Laptop Connected Offline Mobile Devices (Smartphone, Tablets) Field Service Email Interface Mobile Field Service S&F Laptop (Windows) Multiplatform (iOS, Android) Field Service Portals Field Service Wireless Solutions Matrix

7. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | EBS Mobile Field Service Solutions Web based, device agnostic solution Supports multiple form factors (Laptops, Smartphones, Tablets) Enables technicians to capture task, customer, and product details Access to Knowledge Base and inventory levels Oracle Confidential – Internal/Restricted/Highly Restricted7 Laptop Connected Offline Mobile Devices (Smart Phones, tablets) Field Service Email Interface Mobile Field Service S&F Laptop Multiplatform (iOS, Android) Field Service Portals Field Service Wireless Field Service Portal and Wireless (Connected)

8. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | EBS Mobile Field Service Solutions Native mobile application Supports windows 7 and 8 platform Leverages Olite Db for data synchronization Access to customer, product, and task information regardless of network connectivity Oracle Confidential – Internal/Restricted/Highly Restricted8 Laptop Connected Offline Mobile Devices Field Service Email Interface Mobile Field Service S&F Laptop Multiplatform (iOS, Android) Mobile Field Service Laptop (Offline) Field Service Portals Field Service Wireless Mobile Devices (Smart Phones, tablets)

9. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | EBS Mobile Field Service Solutions Device Agnostic solution using Email Asynchronous solution Leverages Mobile Query Framework Execute Basic Field Service Functions Out of box 15 commands Examples – My Tasks – Accept – Working – Addnote – Partsinfo Oracle Confidential – Internal/Restricted/Highly Restricted9 Laptop Connected Offline Field Service Email Interface Mobile Field Service S&F Laptop Multiplatform (iOS, Android) Field Service Email Interface Field Service Portals Field Service Wireless Mobile Devices (Smart Phones, tablets)

10. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | EBS Mobile Field Service Solutions Leverages HTML5 and Mobile Applications Framework (MAF) Cross platform support (iOS and Android) Synchronization using SQL Lite database Provides offline access to customer, product and task information Native device integration (Maps, Camera, Scanner) Oracle Confidential – Internal/Restricted/Highly Restricted10 Laptop Connected Offline Field Service Email Interface Mobile Field Service S&F Laptop Multiplatform (iOS, Android) Mobile Field Service Multi Platform (Offline) Field Service Portals Field Service Wireless Mobile Devices (Smart Phones, tablets)

11. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Mobile Field Service Evolution New Features since Last Open World (Release 12.1.3+ and 12.2.4) Oracle Confidential – Internal/Restricted/Highly Restricted11

12. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Mobile Field Service Evolution Release 12.1.3+ and 12.2.4 Enhanced Task Details UI Receive Parts from Parts Tab Signature Capability Field Service Report Print/Email Report Personal Tasks Multiple Parts Debrief Support Schedule Unassigned Tasks using Administrator Dashboard Enhanced Navigation Flow Signature Capability Field Service Report Print/Email Report Personal Tasks Wireless Administrator Dashboard Oracle Confidential – Internal/Restricted/Highly Restricted12 Field Service PortalsField Service Wireless

13. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Mobile Field Service Evolution Release 12.1.3+ and 12.2.4: Field Service Report Oracle Confidential – Internal/Restricted/Highly Restricted13

14. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Mobile Field Service Evolution Release 12.1.3+ and 12.2.4: Receive Parts Oracle Confidential – Internal/Restricted/Highly Restricted14

15. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Mobile Field Service Evolution Release 12.1.3+ and 12.2.4: Field Service Wireless Oracle Confidential – Internal/Restricted/Highly Restricted15

16. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Mobile Field Service Evolution Release 12.1.3+ and 12.2.4 Usability Improvements Signature Capability Field Service Report Print Report Attachments Follow Up Task Signature Capability Field Service Report Print/Email Report Personal Tasks Automatic Synchronization* Client push Oracle Confidential – Internal/Restricted/Highly Restricted16 Mobile Field Service Laptop (S&F)Multi Platform

17. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Mobile Field Service Evolution Release 12.1.3+ and 12.2.4 :Multi Platform Oracle Confidential – Internal/Restricted/Highly Restricted17

18. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Mobile Field Service Roadmap Oracle Confidential – Internal/Restricted/Highly Restricted18

19. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Mobile Field Service Roadmap Leverage New Features in Oracle Application Framework Technology New color scheme and fonts Context-sensitive descriptive flexfields in table row Smooth vertical scrolling and column freeze Support for auto-resize of pop up based on content Oracle Confidential – Internal/Restricted/Highly Restricted19 Field Service Portals

20. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Mobile Field Service Roadmap Usability Enhancements Springboard layout New color scheme and fonts Few clicks to launch Actions menu Support for Unassigned Tasks Schedule task Oracle Confidential – Internal/Restricted/Highly Restricted20 Field Service Wireless

21. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Mobile Field Service Roadmap Push Notifications/Alerts Tablet /Laptop Support Personalization Framework Create New Service Request View Contract Details Transfer Parts Oracle Confidential – Internal/Restricted/Highly Restricted21 Multi Platform

22. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Mobile Field Service Roadmap Oracle Time and Labor Integration Social Network Integration Estimates, Invoices and Payment Provide estimates on site Generate charges and invoices (with tax) Collect and Process Payments Oracle Confidential – Internal/Restricted/Highly Restricted22 All Mobile Solutions (Portals, Wireless and Multi Platform)

23. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Mobile Field Service Brenda Scott-Fong Senior Director Practice Management Office, Systems Innovation & Technology Scott Ottoes Senior Director Customer Support Technologies October 02, 2014

24. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Agenda Introductions and Field Profile Field Preparation Testing & Global Deployment Next steps 1 2 3 4

25. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Integration Team Customer Services Technology Customer Service Technology Oracle Application Labs Product Development Practice Management Own the systems and tools used by Customer Service Evaluate and signoff on application solutions Manage Business Testing and Approval (UAT) Training and Initial User Support Enhancement Definitions and Prioritization

26. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Integration Team Practice Management Customer Service Technology Oracle Application Labs Product Development Practice Management Develop best practices for hardware service delivery Standardize, simplify and automate processes Request for system enhancements to automate processes Increase productivity – eliminate waste

27. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Field Engineer Profile ~1600 global field engineers in Global Systems Support 103 Field Manager territories transitioned to MFS No travel required for training, all system based field engineers that completed the required training 27 98 %

28. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Business Requirements : Why MFS? Support Android Mobile Devices Usability Quick Data Access Bar code scanner Offline / Real-Time Capabilities Performance ×

29. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Mobile Field Service Field Preparation

30. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Mobile Field Service Preparing the field engineers... Procuring Mobile Devices – Managing global differences – Availability of service provider – Determining minimum specifications Preparing for Change – Changing the workforce’s mindset – Communicating and sponsorship

31. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Mobile Field Service Preparing the field engineers Developing a Training Plan – Online or classroom training – High-level or detailed training – Accessibility of training Establishing Support & Feedback – Regular review sessions – Super users around globe

32. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Deployment Strategy Week 1234567891011121314 Training Group 1 Group 2 Group 3 Group 4 Group 5 Group 6 Group 7 Group 8 Group 9 Group 10 Group 11 Group 12 Sandbox Group 1 Group 2 Group 3 Group 4 Group 5 Group 6 Group 7 Group 8 Group 9 Group 10 Group 11 Group 12 Production Group 1 Group 2 Group 3 Group 4 Group 5 Group 6 Group 7 Group 8 Group 9 Group 10 Group 11 Group 12 ~ 1600 FEs divided into 12 groups Each group had teams from EMEA, JAPAC, NAMER and LAD Each region had a supporting set of super users that participated in UAT and Pilot

33. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Mobile Field Service Testing and Global Deployment

34. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Engagement Model PD IT/ CST Support Users and Field Practice Team End Users

35. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Testing Strategy Product Testing User Acceptance Testing Production Pilot – 92 Field Service Engineers – Daily check in calls with testers – Prioritization of issues and enhancements – Weekly sync up meetings with product development Production Pilot Production Pilot New Release Testing Bugs and ERs Prioritize

36. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Mobile Field Service – New Application Global Deployment Oracle FEs first users of MFS – User Acceptance Testing/Pilot – Opportunity to influence development – Regional feedback in early release Global rollout completed Jan 2014 – 12 week rollout with ~1,600 FEs – Collaboration across LOBs – Online training anytime, anywhere – Tool navigation tips in Desk Manual Requirement Analysis Enhancement Submission Development User Acceptance Testing Pilot Deployment

37. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Mobile Field Service Features at Initial Release Easy access functions (via home screen) Task list / Task details Notes – Add, View & Edit Debrief – Travel, Labor, Material Parts – Sourcing, Ordering & Receipt Offline capabilities Manual sync Trunk stock (Barcode scanning) Map & driving directions (Google Maps)

38. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Mobile Field Service Next Steps

39. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Roadmap FSTPWFSMQF MFS.11 Wiki MFS One App to Rule Them All

40. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Mobile Field Service Field Services 2.0 Auto Sync Total Offline Support Click To Chat Usability Improvements Performance Improvements Integration to Knowledge Base Tablet Support

41. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Mobile Field Service Process Roadmap Robust process for innovation and idea tracking Identify opportunities and ROI for each enhancement Priority on enhancements that transform our business Focus on innovation