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WFM - Integrating off-the-shelf software x Legacies using OpenAPI Best Practices

  • 1.  WFM - Integrating off-the-shelf software x Legacies using OpenAPI Best Practices

    Posted Mar 24, 2022 12:05
    Hello! 

    I need to implement a Work Force Management using Salesforce Field Service. But as you know, Salesforce delivers a non-customised tool for telecommunication purpose (I mean, not for Salesforce Field Service product because Salesforce is a Tmforum member but they don't expose any open api yet , please see the link : Salesforce Open API Implementation - TM Forum Ecosystem API Portal - TM Forum Confluence . There aren't Open API's for WFM . There aren't a standard for interconnect with Service Order Management , Service Problem Management or Logistic Management . Would be better create an integration layer between for example SOM, Service Problem , Logistic , HR system and Salesforce Field Service to normalize Salesforce fields? How would be the best approach to integrate an non-customised tool like Salesforce Field Services / Oracle TOA with Telecom Products ? I imagine that would be so expensive Salesforce Team improving the out-of-the-box to exposing  some API with telecom standard . Should we consider a work order as a Service Order from TMF641? In this case, I would imagine that SOM would call a WorkOrder Manager, using TMF641, to trigger some field services that would initiate multiple milestones seen as technician activities. As soon as each technician activity is completed, we would get in SOM a milestone-related notification to learn the progress of my field service request.   For, Field Services do we need consider them to be an Engaged party? Should we consider some Open API using events to manage the WFM with our full stack ? I'm so confused ...sorry. Please, help ...

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    My views posted on this forum are personal, and do not reflect the position of my employer or TM Forum.

    DANIEL SOEIRO SANTOS
    Telefonica Brasil S.A.
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  • 2.  RE: WFM - Integrating off-the-shelf software x Legacies using OpenAPI Best Practices

    Posted Mar 25, 2022 10:04
    Hi Daniel
    There are APIs being designed for work order (TMF697 in beta here), and also other aspects of work (not yet complete). So eventually we can expect that there will be functional coverage in the Open API.
    Your discussion points could be very useful for the design of these APIs.

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    Jonathan Goldberg
    Amdocs Management Limited
    Any opinions and statements made by me on this forum are purely personal, and do not necessarily reflect the position of the TM Forum or my employer.
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