About ServiceMax
Release Information
Release Schedule
Release Notes
Core Releases
Core 24.2
What's New
What's Enhanced
What's Changed
System Requirements
Fixed Issue List
Data Model Changes
Configuration Settings
Core 24.1
What's New
What's Enhanced
What's Changed
System Requirements
Data Model Changes
Fixed Issue List
Configuration Settings
Core 23.2
What's New
What's Enhanced
What's Changed
System Requirements
Data Model Changes
Fixed Issue List
Configuration Settings
Patch Releases
Patch Releases - 2025
April 2025 Patch
March 2025 Patch
February 2025 Patch
January 2025 Patch
Patch Releases - 2024
December 2024 Patch
November 2024 Patch
October 2024 Patch
September 2024 Patch
August 2024 Patch
July 2024 Patch
June 2024 Patch
May 2024 Patch
April 2024 Patch
March 2024 Patch
February 2024 Patch
January 2024 Patch
Patch Releases - 2023
December 2023 Patch
DataGuide Releases
DataGuide 9.0
What’s New
What’s Enhanced
System Requirements
Known Issues and Limitations
DataGuide 8.0
What’s New
What’s Enhanced
System Requirements
Data Model Changes
Known Issues and Limitations
DataGuide 7.0
What's New
What's Enhanced
System Requirements
Data Model Changes
Known Issues and Limitations
DataGuide 6.0
What's New
What's Enhanced
System Requirements
Data Model Changes
Known Issues and Limitations
Patch Releases
9.4.0
9.3.0
9.2.0
9.1.0
8.2.0
8.1.0
Go Releases
Go for iOS and Android
ServiceMax Go 11.0
What's New
What's Enhanced
System Requirements
Known Issues and Limitations
Defects Fixed
ServiceMax Go 10.0
What's New
What's Enhanced
What's Changed
System Requirements
Known Issues and Limitations
Defects Fixed
ServiceMax Go 9.0
What's New
What's Enhanced
What's Changed
System Requirements
Known Issues and Limitations
Defects Fixed
Patch Releases
11.4.0
11.3.0
11.2.0
11.1.0
10.3.0
10.2.0
10.1.0
9.2.0
9.1.0
8.2.0
8.1.0
8.0.1
7.3.0
7.2.0
7.1.0
Go for Windows
ServiceMax Go for Windows 11.0
What's New
What's Enhanced
System Requirements
Known Issues and Limitations
Defects Fixed
ServiceMax Go for Windows 10.0
What's New
What's Enhanced
What's Changed
System Requirements
Known Issues and Limitations
Defects Fixed
ServiceMax Go for Windows 9.0
What's New
What's Enhanced
System Requirements
Known Issues and Limitations
Defects Fixed
Patch Releases
11.4.0
11.3.0
11.2.0
11.1.0
10.3.0
10.2.0
10.1.0
9.2.0
9.1.0
8.2.0
8.1.0
7.3.0
7.2.0
7.1.0
7.0.1
Engage Releases
Engage 1.10
What’s New
System Requirements
Important Considerations and Known Issues
Engage 1.9
What's Enhanced
System Requirements
Important Considerations and Known Issues
Patch Releases
1.10.2
1.10.1
Service Board Releases
Service Board 24.2
What’s New
System Requirements
Upgrading SVMXC/SVMXSB Salesforce Packages From 23.2 or 24.1 to 24.2
Feature Compatibility by Release Version
Dispatch Console-to-Service-Board Parity
Behavior Differences Between Service Board and Dispatch Console
Issue List
Service Board Patch Upgrades
Service Board 24.2 Patch 1
Service Board 24.2 Patch 2
Service Board 24.2 Patch 3
Schedule Optimization Server Upgrades
Server Upgrade 2024
Server Upgrade - July 2024
Server Upgrade - June 2024
Server Upgrade - April 2024
Server Upgrade - March 2024
Server Upgrade 2023
Server Upgrade - December 2023
Server Upgrade - August 2023
Server Upgrade - July 2023
Server Upgrade - March 2023
Server Upgrade - January 2023
Zinc Releases
Zinc 11.0
System Requirements
What's New
Issue List
Patch Releases
Zinc 11.1
Zinc 11.2
Zinc 11.3
Zinc 11.4
Patch Releases
Salesforce Release Updates
Assessment for 2026 Releases
Assessment for 2025 Releases
Assessment for 2024 Releases
Getting Started
System Requirements
System Requirements in 24.1
Prerequisites
Installing and Configuring the Application
Using the Application
Audit Trail Capability
Language Support and Translations
Enabling Translations in Org
Loading Out-of-the-Box Translations
Managing Translation Using Salesforce Platform
Searching for ServiceMax Custom Labels
Managing Translations Using ServiceMax Translation Workbench
Support in ServiceMax Mobile Apps and Output Documents
Limitations
Security
Enforcing CRUD and FLS
Updating Object and Field Permissions in Salesforce
Technical Details
Upgrade Considerations
Security Enforcement Strategy in Previous Releases
ServiceMax Data Protection and Compliance
ServiceMax Compliance to Salesforce Shield Platform Encryption
Scope of Data Encryption with Shield
Feature Level Limitations
Object Level Limitations
Security Guidelines for ServiceMax Customers
Security Objectives
Guidelines
PTC Privacy Policy
Install and Configure ServiceMax
ServiceMax Core Installation
Installing ServiceMax Core
Launching ServiceMax Setup Home
ServiceMax Configurator
Configurations Auto-deployed with Package Installation
Deploying ServiceMax Configuration
Preparing Configurator for Run
Running the Configurator
Configurator Deployment Options
Viewing Configurator Summary in Audit Trail
Overriding Standard SFM Records
Verifying the Installation
Standard Webservices and Code Snippets in ServiceMax Packages
JS Code Snippet
ServiceMax Core Configuration
Prerequisites
Configuration Types
Configuration Model
Configuration Settings
Configuration Profiles
Relationship of Salesforce and ServiceMax Profiles
Setting Value
Labels and Messages
Other Configuration Entities
Basic Configuration
Sample Profiles and Permission Sets
Page Layouts
Sharing Settings
Picklists
Translations
Reports and Dashboards
Salesforce Lightning Support
SFM Search
Accessing SFM Search from Tab
Accessing SFM Search from Home Page
Lightning App
SFM Wizard Experience with Lightning Component
Configuring Lightning Properties
Enabling Icons for SFM Wizard Components in Lightning
Hiding Classic SFM Wizard Buttons
SLA Clock as a Lightning Component on Work Order
Pausing the SLA Clock
Resuming the SLA Clock
Enabling the SLA Clock Commitments
Viewing Technical Attributes History
Enabling IB Tree and Technical Attribute Delivery UI
Enabling IB Tree View in Lightning Pages
Enabling Technical Attributes in Lightning Pages
SFM Delivery in Lightning Theme
Launching SFM Designer from Delivery
Output Documents Wizard Rendering in Lightning
Custom Action Wizard Rendering in Lightning
Lightning Community
Opening other ServiceMax Components in Lightning UI
Supported Lightning Components
Enabling and Disabling Lightning Experience for Users and Profiles
Advanced Configuration
App Administration
Modules
Standard Modules
Access and Permissions for Modules
Viewing Modules
Listing Submodules under a Module
Managing Custom Modules
Submodules
Standard Submodules
Special or Legacy Submodules
Access and Permissions
Submodule Fields
Viewing Submodules
List Settings under a Submodule
Managing Custom Submodules
Create a New Submodule
Edit a Custom Submodule
Delete Custom Submodules
Settings
Standard Settings
Special Settings
Access and Permissions
Setting Fields
Viewing Settings
View Settings List for a Submodule under a Module
Managing Custom Settings
Finding Relevant Settings for a Feature
ServiceMax Triggers
Turning On/Off Triggers
Viewing Audit Trail
Configuration Profiles
Standard Configuration Profiles
Access and Permissions
Configuration Profile Fields
Viewing Configuration Profiles
Managing Custom Configuration Profiles
Create a New Configuration Profile
Activate an Org-wide Configuration Profile
Edit a Custom Configuration Profile
Delete Custom Configuration Profiles
Edit a Configuration Setting Value
Find the Group Profile Associated with a Salesforce Profile
Audit Trail
Community User Access and Permissions
ServiceMax Standard Community Plus License
Creating New Records in Lookup Fields
ServiceMax Translation Workbench
Initial and Incremental Loading of Master Text List
Search Criteria Section in Manage Translations Screen
Search Results Section in Manage Translations Screen
Search Results Columns in Manage Translations Screen
Access and Permissions for ServiceMax Translation Workbench
Managing Translations
Managing Translations Using Salesforce Dataloader
Feature Permission Administration
Upgrade Consideration
Upgrade Considerations
Object Whitelisting
Standard Objects Used in ServiceMax Core
Package Flows
Service Flow Manager
Service Flow Manager Process Flow
Use Cases and Business Context
Service Flow Manager for Administrators
Transaction Related Lists
Transaction Layouts List View
Lookup Configurations List View
Formulas List View
SFM Transactions
Access and Permissions
Creating an SFM Transaction
Creating an SFM Transaction Record
Defining Object and Mapping Details for SFM Transaction
Defining Layout for SFM Transaction
Defining Page Layout Header
Defining Page Properties
Defining Section Properties
Header Object Section
Child Object Section
Defining Field Properties
Standard Fields and Custom Fields
Support for On Change Event for Date Time Fields
Defining Field Properties in 23.2
Supported Objects in Layout Editor
Defining Formulas for SFM Transaction
Defining Data Validation Rules for SFM Transaction
Defining Source Object Update for SFM Transaction
Types of SFM Transactions
Manage Related SFM Configurations
Expression for Qualifying Criteria or Filter
Creating a Custom Filter
Editing a Custom Filter
Cloning a Filter
Deleting a Custom Filter
Maps
Creating a Custom Field Map
Cloning a Field Map
Deleting a Custom Field Map
Creating a Custom Value Map
Editing a Custom Value Map
Cloning a Value Map
Deleting a Custom Value Map
Page Layout
Creating a Custom Page Layout
Cloning a Page Layout
Deleting a Custom Page Layout
Apex Web Service
JavaScript Code Snippet
URL
Lookup
Associating Lookup Configuration With Lookup Field
Defining a Lookup Configuration
Defining Basic Filter
Defining Advanced Filters
Creating Advanced Filter
Editing Advanced Filter
Cloning Advanced Filter
Deleting Advanced Filter
Defining Lookup Context
Defining Lookup Form-Fill
Polymorphic Fields
Dynamic SFM Sections
Multi-Source Configuration
Price Calculation
Get Price
Standard Get Price
Advanced Get Price
Parts Pricing Calculation with Work Order Assigned Pricebook
Labor Pricing Calculation with Work Order Assigned Pricebook
Get Price in 23.2
Get Price to Acknowledge Manually Entered Discounts
Travel Percentage Coverage on Warranty
Currency Fields in Price Calculation
Formulas
Creating a Formula
Editing a Formula
Cloning a Formula
Deleting a Formula
Formula Functions
Conditional Functions
Data Functions
Logical Functions
Math Functions
Rollups Functions
Field Types and Formulas
Data Validation Rule
Creating a Data Validation Rule
Cloning a Data Validation Rule
Editing a Custom Data Validation Rule
Deleting a Custom Data Validation
Attachments
Advanced Options
Business Context for Linked SFM
Linked SFM Used by Technician
Standard linked SFM Transaction
Configure Linked SFM
SFM Delivery Screen
Linked SFM and SVMX.CURRENTRECORDHEADER
Linked SFM/Linked Process
Background Execution of SFM Transaction
Scheduled Execution of SFM Transactions
Enabling Smart Sync for a Specific SFM
Enabling Version Control for Salesforce Files
Modify ServiceMax Fields Decimal Places
Business Use Cases and Solutions
General
Mapping
Child Record Creation
Clone a Child Record in a Standalone Edit SFM transaction
Create Multiple Target Child Records from Single Source Header Record
Add Standard Parts Records By Default Based on Work Order Type
Lookup Configuration
Multi-Source Configuration
Configure Multi-source Process with 3 or More Source Headers
Configure Multi-source Process for Child Records
SFM Delivery- Additional Configuration
Configuration Aspects of SFM Transaction in SFM Delivery
Launching an SFM Transaction
Changing a Field Value
Adding a Record in Child Section
Multi-Add Records in a Child Section
Clicking a Custom Button
Launching a Linked Process
Save and Quick Save in Delivery
Literals Supported in SFM Delivery
Performance Considerations and Best Practices
Formula Execution
SFM Formula Functions
Custom JavaScript Snippet Support
Usage Tracking
Access and Permissions
Language and Locale
Whitelisting SFM Page URLs
Lazy Loading
Responsive UI
SFM Transactions in 24.1
SFM Expressions
Expressions Editor
Access and Permissions
Creating SFM Expressions
Editing SFM Expressions
Supported Field Data Types
Supported Literals
Sample Expressions and User-Defined Expressions
SFM Expressions in 24.1
Custom Actions
Access and Permissions
Custom Action Types
Creating a Custom Action
Custom Action for a URL
Custom Action for an Email
Sample Custom Apex Class to Send Email
Example of Sample Custom Apex Class to Send Email
Custom Action for Webservice
Sample Custom Apex Class to Invoke Web Service
Custom Action for App-to-App
Custom Action for Mobile Activity Space
Custom Action for UI Component
Custom Action for IB Timeline LWC
Custom Action for IB Hierarchy LWC
Custom Action for Technical Attribute LWC
Custom Action for Technical Attribute History LWC
Custom Action for Issue Report and Feedback
Editing Custom Actions
Cloning Custom Action
Deleting Custom Actions
Custom Actions in 23.2
Custom Action Types in 23.2
Creating a Custom Action in 23.2
SFM App Permissions
Data Model Details
Access and Permissions
Configure SFM App Permissions
Show or Hide SFM Transactions
Data Lookup Rules
Business Context
Sample Scenario
Data Model Details
Access and Permissions
Configure Data Lookup Rules
Configuration Settings for Data Lookup Rules
Data Lookup Rules Engine
Enable Data Lookup Rules for other objects
Data Validation Rules
SFM Data Validation Rules
Access and Permissions
SFM Data Validation Rules Window Fields
Configuring an SFM Data Validation Rule
SFM Data Validation Rule Use Case Example
Data Validation Rules Editor
SFM Wizard Designer
SFM Wizards
Classic Wizard Designer
Creating SFM Wizards
General Information Tab
Manage Wizard Steps Tab
Configuring the Wizard Step Properties
Manage Permissions Tab
Editing SFM Wizards
Deleting SFM Wizards
Configuring the Wizard Layout
Lightning Wizard Designer
Accessing the Wizards
Accessing the Object Wizards
Adding Wizards for an Object
Wizard Row Properties
Criteria to Display Wizard
Editing Wizards
Adding Wizard Step for a Wizard
Editing Wizard Step
Enabling LWCs and Flows from Wizard Step
Search Designer for Admin
Standard Searches
Custom Searches
Creating a Custom Search
Editing a Custom Search
Clone Custom Search
Manage Profile Access Permissions
Salesforce Lighting UI - Enabling Custom Links for SFM Search
SFM Mappings
Creating a Mapping
Mapping Editor
Multi-Level Mapping
SFM Mappings in 24.1
Standard SFM Transactions
Source to Target All
From Account
From Case
From Service Request
From Installed Product
From Location
From Parts Order (RMA & Shipment)
From Parts Request
From PM Offering
From PM Plan Template
From Service Plan
From Service Maintenance Contract
From Work Order
Source To Target Child
Standalone Edit
Activity Master
Available Service
Case
Counter Rollup
Event
Installed Product
Parts Order
Parts Request
PM Plan Template
Preventive Maintenance Plan
Proforma Invoice
Service Plan
Service Pricebook
Service Quote
Service/Maintenance Contract
Stock Transfer
Task Template
Timesheet
Timesheet Daily Summary
Work Detail
Work Order
Standalone Create
View Record
Output Document
Checklist/Survey Process
SFM Literals
Now
Today
Tomorrow
Yesterday
User Trunk/SVMX.USERTRUNK
Login User/SVMX.CURRENTUSERID
SVMX.CURRENTUSER
Current Record/SVMX.CURRENTRECORD
Current Record Header/SVMX.CURRENTRECORDHEADER
SVMX.UserName
SVMX.DataAccessAPIKey
SVMX.ProductIQWorkOrderID
NULL
Geolocation.Latitude, Geolocation.Longitude, and Geolocation.Accuracy
Last N Days and Next N Days
Login User Record/SVMX.CURRENTUSERRECORD
Login Technician/SVMX.TechnicianUser
SFM Features vs. SFM Literals Matrix
Audit Trail
Performance Considerations
Child Sections
Fields Included in Page Layout
Lookup Configuration
Qualifying Criteria
Performance Benchmarking Results Summary
Enable Platform Cache Feature
Best Practices
SFM Feature vs. SFM Transaction Type Matrix
SFM Feature vs. Modes Matrix
Terminology
After Add Record Event - Child Section-level
Add Save Event - Page Level
Alias
Before Save Event - Page-level
Data Validation Rule
Display Field
ServiceMax Field Map
Field Set
Reduced Payload
Linked SFM/Linked Process
Lookup Configuration - Advanced Filters
Lookup Configuration - Context
Lookup Configuration - Filter
Lookup Form-Fill
Multi-Source Process
On Change Event - Field-level
On Click Event - Button level
On Exit Event - Field Level
On Load Event - Page level
ServiceMax Cache
Source Object Update
ServiceMax Value Map
SCON Scheduler
Scheduled SFM
Business Context
Access and Permissions
Scheduled SFM Processes Configuration Screen
Standard Apex Services
SCON Scheduler
Data Model – Key Details
Configure Scheduled SFM Process
Manually Running a Scheduled SFM
Verifying the Scheduled SFM Execution Status
Configuring Scheduled SFM Batch Apex Chaining
Overlapping Scheduled Apex Jobs
Performance Considerations
Lightning Scheduled SFM
Configuring Scheduled SFM Process
Deleting Scheduled SFM Process
Cloning Scheduled SFM Process
Executing Scheduled SFM Process
Viewing Scheduled Job Logs
SFM Delivery for End Users
SFM Delivery UI Types
Accessing SFM Delivery Screen
SFM Wizard Delivery
Replacing S-control SFW with VF Page SFW
Creating the VF Page Wizard for the Custom Object
User Profile Updates for Created VF Pages
Launching LWCs and Flows from Wizard
SFM Search Delivery
Using SFM Search
Header Sections
Anchored Header Section
Child Section
Editing Child Lines
Editing Child Lines in 24.1
Editing Child Lines in 23.2
Deleting Child Lines
Deleting Child Lines in 23.2
Extended Edit Window
Extended Edit Window in 23.2
Linked SFM Processes
Pagination on Child Lines
Datatypes on Child Lines
Freeze Columns in Child Lines
Screen Buttons
Launching SFM Designer
ServiceMax Cache
User Settings
Dynamic Forms
Error Messages
Real-Time Data Validation Setting Behavior
Warning Messages
Real-Time Data Validation Setting Behavior
Acknowledge Warning Messages
Session Management
Supported Data Type Fields
Currency Symbol
Date and Time Fields
Time Fields
Number Fields
Picklist Fields
Multi-Picklist Fields
Checkbox Fields
Rich Text Area Fields
Lookup Fields
Basic Lookup Behavior
Lookup Search-Popup Window
Default Lookup Sorting
Lookup-Form Fill
Advanced Lookup
Polymorphic Fields
View Additional Lookup Information
Add Record at Runtime
ServiceMax Core Customization
Customization Considerations
Custom Functionality in ServiceMax
Using Product from Opportunity Line in SFM Transactions
'Consumed From Location’ Field Sample Code
Custom Apex Web Services for SFM
Web Service Syntax
Calling a Web Service on SFM Events
Parse Request and Build Response
Do’s and Don’ts
Sample Web Service for Updating Header Record
Sample Web Service for Updating Detail Records
INTF_Response Class
Custom JavaScript Snippets Support
Create Custom Code Snippet
Configure the Custom Code Snippet
API Definition
$db API
$env API
$event API
$response API
$sfm_records API
$sfm_records.setFieldValue API
$sfm_records.getPicklistValues API
$env.userLanguage API
Implementation Guidelines
Recommended Usage of the Callback Functions
Sample Code Snippets
Scenario 1: Validating Datetime Field for Overlapping Time Entries
Response in client application
Scenario 1A: Display error message in the respective fields on the child section
Scenario 2: To set/ update the Start DateTime entry using the End DateTime of the previous line
Scenario 3: To set/ update the End DateTime entry using the Start DateTime
Scenario 4: To Update the Start DateTime/ End DateTime of the Header Record using the child record DateTime values
Scenario 5: Access Information About Attachments for a Record
Scenario 6: Get User Details and Device Details
ServiceMax Mail Merge
Customization
Publishing Templates
Testing Created Templates
ServiceMax API
Class: SVMXC. COMM_Utils_ManageSettings
Class: SVMXC. COMM_Utils_ManageTags
Mobile App Configuration
Mobile Apps In ServiceMax Suite
Getting Started With Mobile App
Mobile App Server-side Configuration Overview
Basic ServiceMax Configuration
Device Targeted Configuration
Define the scope of data to be downloaded
Salesforce Configuration for Object, Field, and Record Access
ServiceMax Configuration to Download Events and Tasks
ServiceMax Configuration to Download Other Records
Present the Data
Actions Performed on the Data
Synchronizing Data Between Online and Mobile
Creating the Required Configurations and Transactions
Basic Configuration Checklist
Mobile Permissions
Getting Started
View Tab
View Processes Downloaded to Mobile Apps
Create Tab
Create Processes Downloaded to Mobile Apps
Checklists Tab
Checklists Processes Downloaded to Mobile Apps
Mobile Configuration
Setting Up Mobile Configuration
SFM Transactions tab
Download Criteria tab
Other Settings tab
Advanced Download Criteria tab
Synchronization Settings tab
File Download Criteria tab
Excluding Objects from Mobile Configuration Page
Salesforce Configurations
Knowledge Base
Preparing Knowledge Base Articles
Uploading Knowledge Base Articles
Product Manuals
Salesforce Custom Settings in Download Criteria
Restricted Access for Technician Profile
SFM Transaction Configurations
Attachment
Enabling Version Control for Salesforce Files
Account History and Product History
Troubleshooting and Summary
SLA Clocks
SFM Custom Actions
SFM Wizard Configuration for Self-Dispatch
Sync Reports
Reports and Configuration
ServiceMax Job Log Object field details
SVMX Job Log Object Auto-purging
Interpreting Sync Reports
Data Model – Key Details
Access and Permissions
Recommended Practices
Mobile Configuration
Synchronization Settings
Download Criteria
Advanced Download Criteria
Other Settings
Configuration Settings
Other Configurations
Customizations
Data Cube Verification
Customer Targeted Solutions
Terminologies
Appendix
Technical Feature Description
Configuration
Scope of Downloaded Data
Synchronization
Sync Flows
Initial Sync Flow
Configuration Sync Flow
Initial Data Sync Flow
Advanced Sync Conflict with Field-level Sync Conflict
Incremental Data Sync with Record-level Sync Conflict
Sync Conflict Resolution
Literals in Expressions
Device & OS Compatibility
Settings Library
Settings: Licensing
Settings: SFM Transaction
Common - Global Settings
Common - Global Settings in 23.2
SFM Transaction Manager - SFM Transaction Designer
SFM Transaction Manager - SFM Transaction Delivery Engine
Common - Usage Tracking
SFM Transaction Manager - Scheduled SFM Engine
Service Flow Wizard - Service Flow Wizard Delivery
Work Order - Create Work Order Lines VF
Settings: Dispatch Console
Settings: Schedule Optimization
Settings: Mobile App Configuration
ServiceMax iPad Client – Calendar
ServiceMax iPad Client – General
ServiceMax iPad Client – iPad SFM Search
ServiceMax iPad Client – Synchronization
ServiceMax Configuration - ServiceMax Setup Home
Dispatch Management – Drip Feed
Dispatch Management – Dispatch Console Flex
Common – Global Settings
Service Flow Automation > Push Service
Service Flow Automation > Action Service
Service Flow Wizard > Service Flow Wizard Delivery
Settings: Timesheets
Settings: Timesheets in 23.2
Settings: Output Documents
Settings: SPM
Settings: Field Change Order
Settings: Data Lookup Rules
Settings: Preventive Maintenance
Settings: Preventive Maintenance in 24.1
Settings: Preventive Maintenance in 23.2
Settings: Installed Base App
Settings: Installed Product
Settings: Inventory
Setting: Entitlement
Entitlement Verification - Auto Entitlement-Work Order
Entitlement Verification - Work Order Entitlement-VF
Settings: Depot Service Management
Service Modules
Installed Base Management
Installed Product
Installed Product Access and Permissions
Installed Product Fields
Installed Product Configuration
Validating Installed Product Address
Capturing Counter Reading
Creating a Case from Installed Product
Creating a Work Order from Installed Product
Creating a Child Installed Product from a Parent
Building Installed Product Hierarchy
ServiceMax Installed Base App
Getting Started with Installed Base App
IB Management Objects and Fields
Access and Permissions
Installed Base App for Administrators
Server-side Configurations
Launching the Installed Base App Setup Page
Launching the Installed Base App Setup Page in 23.2
Layout Configuration
Filters Configuration
Managing Filters
Search Configuration
Search Configuration in 23.2
Attachments Configuration
Technical Attributes
Configuring Technical Attributes
Creating Technical Attributes Template
Editing a Technical Attributes Template
Deleting a Technical Attributes Template
Translation Support for Technical Attributes
Technical Attribute Data Access and Permissions
Creating Technical Attributes Through APIs
Enabling Lightning Widget for Technical Attributes
Enabling Lightning Widget for Technical Attributes for Community Users
Building Custom Flows
Installed Base Tree View On Browser
Installed Base Tree View for an Installed Product
Installed Base Tree view for a Location
Configuring the SFM Custom Action for Tree View
Configuring Part Usage
Part Consumption Process Flow
Installed Base App for End Users
Technical Attributes on Browser
Viewing and Updating Technical Attributes Using OOB Custom Action URL
Viewing and Entering Data in Modal Window
Viewing and Updating Technical Attributes Using Lightning Widget
Viewing Attribute History from any IB related Object
Viewing Attributes History
View Attribute History by Time of Occurence
Data Download
Reset App
Asset Attribute View
Launching Asset Attribute View
Attribute List View
Product Filter
Configure Columns
Technical Attribute Filter
Attributes Datatype
Updating Existing Attributes Datatype
Export Attribute View
Attribute History View
Selection Criteria
Date Range Filter
Threshold Indicator
Group By Attribute
Group By Record
Export History View
Attribute Trend View
Configuring and Updating Attributes
Installed Base Timeline
Installed Base Timeline for Administrators
Adding IB Timeline to Lightning Record Page
Creating Timeline Configurations
Selecting Objects for the Timeline Configuration
Managing Object Selection
Editing Timeline Configurations
Cloning Timeline Configurations
Deleting Timeline Configurations
Enabling IB Timeline for Community User
Installed Base Timeline for End-Users
Actions and Interactions on IB Timeline
Installed Base Hierarchy
Installed Base Hierarchy for Administrators
Creating Hierarchy Configurations
Editing Hierarchy Configurations
Cloning Hierarchy Configurations
Deleting Hierarchy Configurations
Adding IB Hierarchy to Lightning Record Page
Enabling IB Hierarchy for Community Users
Installed Base Hierarchy for End Users
Actions and Interactions on the IB Hierarchy Tree View
Managing Child Installed Products
Contracts, Warranties, and Entitlements
Entitlement Management
Entitlement Rules
Auto-Entitlement Rules
Access and Permissions for Auto-Entitlement Rules
Auto-Entitlement Rule Fields
Creating/Editing Auto-Entitlement Case Rules
Managing Auto-Entitlement Work Order Rules
Entitlement Settings for Work Order
Disabling Auto Entitlement for multiple Service Contracts or Warranties
Choosing Auto Entitlement for Multiple Service Contracts
Performing Interactive Entitlement
Performing Auto-Entitlement
Line Level Entitlement
Performing Automatic Entitlement at Work Order Products Serviced Lines
Performing Interactive Entitlement
Entitle Work Order at the Header Level in addition to Products Serviced Work Detail Lines
Work Order Entitlement
Entitlement Options
Work Order Entitlement Process
Work Order Included Services
Entitlement History
Case Entitlement
Case Entitlement - Interactive
Entitlement Options
Case Entitlement - Automatic
Case Included Services
Configuring Auto-Entitlement as an ‘After Save’ Webservice
Entitlement APIs
Get Entitlement Settings API
Check Entitlement API
Save Entitlement API
SLA Terms
SLA Term Access and Permissions
SLA Term Fields
Creating SLA Terms
Creating Initial Response Commitment
Creating Onsite Response Commitment
Creating Restoration Commitment
Creating Resolution Commitment
Creating Services
Editing SLA Terms
Deleting SLA Terms
Warranty Term
Warranty Term Access and Permissions
Warranty Term Fields
Configuring Coverage Start Date
Including Applicable Products
Applicable Products Fields
Adding Products to Warranty Terms
Defining Counters-based Coverage
Service/Maintenance Contract
Service/Maintenance Contract Access and Permissions
Service/Maintenance Contract Fields
Activating Service/Maintenance Contract
Renewing Service/Maintenance Contract
Canceling Service/Maintenance Contract
Adding Covered Products
Covered Product Fields
Adding Products to a Service/Maintenance Contract
Editing Products from a Service/Maintenance Contract
Deleting Products from a Service/Maintenance Contract
Defining Counter-based Coverage
Adding Entitled Contacts
Entitled Contact Fields
Adding Contacts to a Service/Maintenance Contract
Editing Contacts in a Service/Maintenance Contract
Deleting Contacts from a Service/Maintenance Contract
Adding Covered Locations
Covered Locations Fields
Adding Locations to Service/Maintenance Contract
Editing Locations from a Service/Maintenance Contract
Deleting Locations from a Service/Maintenance Contract
Adding Included Services
Included Services Fields
Adding Services to a Service/Maintenance Contract
Editing Services from a Service/Maintenance Contract
Deleting Services from Service/Maintenance Contract
Available Service
Access And Permissions
Fields
Creating a New Available Service
Service Pricebook
Creating a New Service Pricebook
Editing a Service Pricebook
Activity Master
Creating an Activity Master
Editing an Activity Master
Service Plan
Creating a New Service Plan
Creating a Service Contract from a Service Plan
Generating Service Contract Reports
Creating a Service Contract from an Account
Service Contract Proforma Process
Access and Permissions
Value Map for Proforma Invoice
Field Map for Proforma Invoice Detail
Proforma Invoice Lines (Covered Products)
Proforma Invoice Lines (Service Contract Sites)
Proforma Invoice Lines (Line Type= Included Services)
Proforma Invoice Line (PM Offering)
Service Contract Proforma Processes Screen
Creating/Editing a Custom Service Contract Proforma Invoice Process
Cloning a Custom Service Contract Proforma Invoice Process
Deleting a Custom Service Contract Proforma Invoice Process
Work Order Proforma Invoice Process
Access and Permissions
Value Map for Proforma Invoice
Field Map for Proforma Invoice Detail
Proforma Invoice Lines
Work Order Proforma Invoice Processes Screen
Creating/Editing a Custom Work Order Proforma Invoice Process
Cloning a Custom Work Order Proforma Invoice Process
Deleting a Custom Work Order Proforma Invoice Process
Installed Product - Warranty
Product Warranty Fields
Creating Warranty on Installed Product Automatically
Creating Warranty on Installed Product Manually
Editing Warranty on Installed Product
Deleting Warranty from Installed Product
Service Org
Service Teams
Access and Permissions
Service Team Fields
Validating Service Team Address
Managing Technician or Equipment in Service Team
Technician or Equipment Fields
Managing Products Serviced in Service Team
Products Serviced Fields
Managing Team Labor Costs in Service Team
Team Labor Costs Fields
Managing Expertise in Service Team
Expertise Fields
Managing Locations Covered in Service Team
Locations Covered Fields
Managing Team Dispatchers in Service Team
Team Dispatchers Fields
Managing Home Base
Home Base Fields
Service Team Management Console
Managing Service Teams
Managing Technicians of a Service Team
Managing Expertise of a Service Team or Technician
Managing Product Specialization of a Service Team or Technician
Managing Labor Costs of a Service Team or Technician
Managing Dispatchers for a Service Team
Managing Home Bases for Technicians
Setting Up Service Team, Members, and Equipment
Service Territories
Access and Permissions
Territory Fields
Territory Coverage Fields
Territory Dispatcher Fields
Territory Management Console
Managing a Territory
Managing Coverage for a Territory
Managing Dispatchers for a Territory
Managing Service Zones for a Territory
Skills
Timesheets
Timesheets for Administrator
Access and Permissions
Enabling Timesheet
Launching Timesheet Configuration Templates
Creating a Timesheet Configuration Template
Information and Assignment Tab
Profile-Based Timesheet Configuration Assignment
Criteria-Based Timesheet Configuration
Schedule and Notification Tab
Defining Default Business Hours
Autofill Tab
Creating Time Entries from Work Details or Events
Creating Time Entries for Recurring and Multi-User Events
Executing Timesheet Engine Using Run Now
Timesheet Autofill with Custom DateTime Mapping
Editing a Timesheet Configuration Template
Deleting Timesheet Configuration Template
Searching for Timesheet Configurations
Sorting Timesheet Display Columns
Timesheets for Administrator in 23.2
Launching Timesheet Configuration in 23.2
Adding a Timesheet Configuration in 23.2
Properties Tab in 23.2
Defining Default Business Hours in 23.2
Autofill Tab in 23.2
Creating Time Entries from Work Details or Events in 23.2
Creating Time Entries for Recurring and Multi-User Events in 23.2
Executing Timesheet Engine Using Run Now in 23.2
Timesheet Autofill with Custom DateTime Mapping in 23.2
Assignment Tab in 23.2
Selecting Group Profile Linked to Timesheet Configuration
Editing a Timesheet Configuration in 23.2
Deleting Timesheet Configurations in 23.2
Searching for Timesheet Configurations in 23.2
Sorting and Customizing Display Columns in 23.2
Configuring Timesheet Pull Option
Creating Timesheet Engine Using SCON Scheduler
Timesheet Engine Execution
Days on Which Scheduler Creates Timesheet and Related Records
Splitting Multi-Day Events Using Business Hours
Splitting Multi-Day Events Using Actual Hours
Capturing Non-Business Hours in Timesheet
Timesheet Engine Execution in 23.2
Days on Which Scheduler Creates Timesheet and Related Records
Splitting Multi-Day Events Using Business Hours in 23.2
Splitting Multi-Day Events Using Actual Hours in 23.2
Capturing Non-Business Hours in Timesheet in 23.2
Timesheets for End User
Viewing and Managing Timesheets and Related Records
Viewing Generated Timesheets and Daily Summary Records for Weekly Schedule
Viewing Generated Timesheet Records for Monthly Schedule
Viewing Generated Timesheet Records for Bi-Monthly Schedule
Viewing Generated Time Entry Records from Work Details
Searching Timesheets
Generate Future Timesheets
Time Tracking
Time Tracking for Administrators
Viewing the List View Tab
Configuring the Settings Tab
Viewing the Execution Log Tab
Creating Time Tracking
Event Modal Window
Editing Time Tracking
Cloning Time Tracking
Deleting Time Tracking
Executing Time Tracking
Time Tracking for End Users
Scheduling and Optimization
Dispatch Console
Dispatch Console
Business Context
System Requirements
Setup and Configuration
Installation and Setup
Data Model Details
Access and Permissions
Getting Started with Dispatch Console
Launching Dispatch Console in Classic Mode
Launching Dispatch Console in Lightning Mode
Major Areas in Dispatch Console
Using Dispatch Console
Using Work Order Grid
About Work Order Views
Defining the Default View
About Work Order Queues
About Work Order View Badges
About Exception Work Orders
About Constraints Violation
About Unresourced Violation
About Unscheduled - Bad Data
Creating Custom Views
Jeopardy Work Orders
About Jeopardy Conditions
About Jeopardy Computation
Creating Custom Views
About Status Filter
About Sorting Work Orders
About Work Order Grid Colors
About Work Order Colors Personalization
About Work Order Filter
About Work Order Grid Fields
Work Order Queue Fields
Work Order Queue Fields Personalization
Work Order View Fields
About Work Order Drag and Drop
About Drag and Drop on Team
About Drag and Drop on Technician
About Drag and Drop on Gantt
About Work Order Context Menu
About Show Record
About Unassign this Work Order
About Manage Multiple Assignments
About Key Features
Assigning Manage Multiple Assignments to Technicians
About Work Order Updates on Schedule
About Defaults
Managing Multiple Assignments Validations
Differences Between Single and Multiple Assignments
About View Scheduled Violation Details
About Ranked Appointment Booking
Refreshing Work Order Grid
Personalization of Work Order Grid Refresh
Using Team/Territory and Technician Tree
Tree Characteristics
Fields Displayed in Tree
Tree Refresh
Technician Context Menu
Show Record
Show Route
Show Route to/from Overnight Stay Location
Searching Service Team or Technician
Service Team/Technician Search Results
Search Results Plotted in Map
Finding Technicians by Product Line or Product Family
Finding Technicians by Territory
Filtering Results
Using the Assigned Technician Filter
Using the Events Filter
Project View
Configuration Options
Advanced Technician Search
Prerequisites
Executing Advanced Technician Search
Match % Calculation
Hard and Soft Constraints
Evaluating Skills
Evaluating Product Expertise
Evaluating Eligibility
Evaluating Technician Constraints
Computing Total Score
Total Score
Max Score
Configuration Settings
Configuring Advanced Technician Search
Work Order Resources
Using Scheduler
Scheduler Characteristics
Scheduler Controls
Start Date and End Date
Refresh
Zoom
Project View
Reset
Time Zone
Loading of Events
Loading of Technicians and Their Calendar Events
Highlighting Work Hours and Holidays
Displaying of Events
Event Hover
Event Colors
Event Colors Personalization
Configuring Calendar and Event Window Attributes
Scheduler Refresh
Managing Events
Creating Work Order Event
Validations on Lunch
Defaults
New Event Window Features
Saving New Event
Editing Work Order Event
Deleting Work Order Event
Deleting This Event
Deleting All Events Related to This Work Order
Adding Non-Work Order Event
Validations on Launch
Defaults
Saving New Event
Editing Non-Work Order Event
Deleting Non-Work Order Event
Overnight Stay Events
Overlapping Events
Managing Multiple Assignments
Managing Long-Duration Events
Configuration
Master Data Setup
Event Creation
Managing JDM and LJS Events
Business Context
Core Components of LJS
Core Components of JDM
Enabling LJS
Configuration Settings
Creating JDM Event with LJS Enabled
Scheduling Tab
Field Updates Tab
Options Tab
Validations on Launch
Defaults
Editing Values
Calculating Events
Error Messages
Schedule
Underschedule
Overschedule
Overlapping Events
Creating JDM Event with LJS Disabled - Basic Mode
Scheduling Tab
Field Updates Tab
Persistence of Basic and Advanced Mode
Defaults
Validations on Launch
Editing Values
Schedule
Creating JDM Event with LJS Disabled - Advanced Mode
Validations on Launch
Defaults
Editing Values
Schedule
Overschedule
Underschedule
Overlapping Events
Event Context Menu
Editing JDM Event
Deleting JDM Event
Deleting This Event
Deleting All Events Related to This Work Order
Data Model - Key Details
Terminology
Using Map
Key Features
Configuration Settings
Show/Hide Map and Map Width Personalization
Launching Map in New Window
Service Team/Technician Search Results
Launching Search
Search Results
Plotting Search Results in Map
Showing Daily Route of Technicians
Showing Route to and from the Overnight Stay Location
Plot Nearby
Configuration Settings
Map Hover
Map Overlays
Computing Technician Locations
Viewing Logs
Profile Menu
Deploy Button
Reset to Default Settings
Customizing Org-wide Default Values
Status Bar
Server-Side Configuration Options
Configuration Settings
Work Order Grid
SET073
Assign/Unassign Work Order and Manage Events
Calendar
JDM Events
Jeopardy Computation and Work Order Dependency
Map
Batch Sizes for High-Volume Data
Batch Size Settings
Work Order Grid and Calendar Refresh
Other Settings
Service Org
Territories
MTTS Rules
Event Hover Rules
Event Subject Rules
Dispatch Console Field Updates
Configuring Dispatch Console Field Updates
Dispatch Console Views
Dispatch Console Hovers
Territory Match Rules
Technician Eligibility Rules
Skill Match Rules
Known Issues and Limitations
FAQ: Dispatch Console
Appendix
Configuring Event Subject Rules
Creating an Event Subject Rule
Configuring Event Hover Rules
Creating an Event Hover Rule
Dispatch Console Views
Access and Permissions
Creating a New View
Managing View Permissions
Dispatch Console Map Hover
Access and Permissions
Configure Map Hover Screen
Turning Off Background Loading
Launching from Home Page
Launching from Work Order
Salesforce Lightning UI – Enabling Custom Links
Invoking MTTS Rule Calculation from Custom Work Order Trigger
Semi-Automatic Dispatch
Defining General Information
Defining Assignment Rules
Service Board
Max for Administrators
About This Guide
System Requirements
Related Documentation
About Service Board Administration
About Service Board Configuration
Launching Max Designer and Max Admin
Using Help-AI
Service Board System Configuration
About Synchronizing Configuration Changes
Rebuilding the Search Index
Working With System Jobs
Configuring System Jobs
About Cleaning Transactional Data
Working With Filter Operations
Cleaning Transactional Data
Configuring Email Notifications for Data Clean Results
Troubleshooting Data Clean Timeout Errors
Configuring System Announcements
About Translation and Language Support
About System Settings
Configuring System Settings
About Application Settings
Configuring Application Settings for Roles and Groups
Configuring General Help Topics
Disabling General Help
About Date and Time Configuration
About First Scheduled Time Tracking
Working With Color Configuration
Enabling Color Personalization
Security and Permissions Configuration
About Roles
Working With Roles
Creating Roles
Assigning Roles to Users
Working With Groups
Creating Groups
Working With Permissions
Creating Permissions
About Data Access Rules and Read-Only Objects
Creating Data Access Rules
Configuring Objects as Read-Only
Configuring Field-Level Access Control
Scheduler and Crew Manager Configuration
About List Views
Working With List Views
List View Filtering
Creating and Modifying List Views
Defining Resource Lists
Defining Default Job, Resource, and Crew List Views
Editing Field Values Inline
Updating Multiple Records
Adding Columns to Multiple List Views
Removing Columns From Multiple Llst Views
Exporting List View Data
Working With List View Options
Alphabetizing Jobs Filter List Values
Configuring Resource Filtering
Configuring Resource Filtering for Specific Roles or Groups
Configuring Pagination Settings
Configuring the Maximum Number of Records in Resource and Crew Lists
Configuring Job and Resource Cards
Configuring Resource Detail Text
Hiding Resource and Crew Avatars
Working With Notifications and Menus
Configuring Push Notifications
Configuring Push Notification Intervals
Configuring Browser Notifications
Enabling Message Center Notifications
Configuring Outdated Message Cleanup
Configuring Audio Notifications
Disabling Salesforce Validation Error Notifications
Troubleshooting Appointment Sync Errors
Configuring Record Sync Failure Notifications
Configuring Phone Notifications
Configuring Mobile Notification Time Zones
Configuring Action Menus
Enabling the Set as Primary Resource Menu Option
About Service Teams
Creating Service Teams
Assigning Dispatchers to Service Teams
Reordering Service Team List Views
About Territories
About Resources
About User Preferences
Configuring User Preferences
About Credentials, Qualifications, and Job Requirements
Working With Credential Categories
Configuring Credential Categories
Using Custom Credential Categories in Resource Recommendations
Configuring Resource Recommendations With Travel Time
Resource Recommendation Travel Time Calculation
Configuring Resource Badge Rules
Resource Badge Rule Filtering Examples
Configuring Recommended Resource Grouping
Working With Credentials
Defining Credentials
Working With Qualifications
Defining Technician Qualifications
Configuring and Running Resource Qualification Summaries
Working With Job Requirements
Specifying Job Requirements
Setting Resource Recommendation Thresholds
Resource Recommendation Percentage Scoring
About Shifts and Shift Plans
Working With Shift Plans
Creating Shift Plans
Assigning Shift Plans to Resources
Working With Shifts
Adding Shifts
Configuring Shift Segment Types
Deactivating Access Control for Shift Exceptions
Working With Holiday Calendars
Creating Holiday Calendars
Working With Calendar Configuration
Configuring the Calendar Week Start Day
Configuring the Time Zones List
Enabling User-Defined Default Time Zones
Configuring Scheduled Time Field Value Updates
Configuring Support for the Number of Times Scheduled Field
Configuring Auto-Refresh Intervals
Excluding Fields From Searches
Configuring the Dispatch Job Dialog Box
Configuring Nearby Job Recommendations
Configuring Nearby Job Filtering
Nearby Jobs Filtering Examples
About Automatic Travel Time Calculation
Enabling Automatic Travel Time Calculation
Enabling Automatic Appointment and Event Adjustment by Travel Times
Excluding Appointments and Events From Travel Time Calculation
Enabling Align Appointments by Default in the Multi-Resource Assignment Calendar
Enabling Batch-Dispatched Appointment Alignment
Enabling Multi-Appointment and Multi-Resource Scheduling for Batch-Dispatched Jobs
Disabling Automatic Multi-Resource Date Range Adjustment
Configuring Maximum Appointment Selection Limits
Primary Resource Appointment Reassignment Configuration
Configuring Primary Resource Appointment Reassignment
Enabling the Dependent Jobs Calendar
Configuring Default Appointment Duration
Configuring Appointment Duration Field Value Updates
Configuring the Maximum Weeks to Search Working Hours for Long-Term Jobs
Configuring the Maximum Number of Appointments for Long-Term Jobs
Configuring Actual Time Settings
Enabling Multi-Assign Events
Configuring Appointment Preview Labels
Working With Infinite Scroll Thresholds
Configuring Infinite Scroll Thresholds
Configuring the Asset-Centric View
About Schedule Optimization and Project Management
Enabling Schedule Proposals
Enabling Appointment Proposals
Enabling Dispatch Priority
Enabling Efficiency Factors
Configuring Schedule Optimization
Configuring Overnight Stay Support for Schedule Proposals
Configuring Optimized Rescheduling
Configuring Job Locking
Deactivating Dispatcher Access Control for the ServiceMax Optimization Setting Policy
Configuring Access Control for Optimization Policies
Enabling Optimization Policy Selection
Configuring Distance Providers for Optimization
Schedule Optimization Monitoring and Analytics
Creating and Using Scheduling Analytics Chart Dashlets
Configuring and Viewing Application Dashboards
Troubleshooting Scheduling Analytics Chart Dashlets
Generating Scheduling Analytics Reports
Configuring Dispatcher Access to Scheduling Analytics Dashboards
Working With Schedule and Appointment Metrics
Working With Optimization Logging
Enabling Project Management
Map Configuration
Configuring Quick View Panes
Configuring Map Providers
Configuring Resource Location Timeout Settings
Max for Developers
About This Guide
System Requirements
Related Documentation
About Max Application Development
About Operations, Events, Event Handlers and Sources
Working With Operations
About Sources
About Operation Types
About Events and Event Handlers
Working With Event Handlers
Defining a Source Record
Defining an Operation Record for a Source
Defining an Event Handler Record
Working With Data Validators
Custom Data Validation Source Code
Field-Level Validation Code Examples
Record-Level Validation Code Examples
Relationship-Level Validation Code Examples
Application Logging Validation Code Examples
Validation Warning Source Code and Examples
Real-Life Service Board Validation Code Examples
About Calculated Fields
Working With Calculated Fields
Defining Calculated Fields
Calculated Fields Code Examples
Service Board Data Types
Max Groovy APIs
Transaction and Operations Execution
Entity Transaction Accessor API (DEPRECATED)
SMQL
Best Practices for Writing Effective SQML
Creating Records With SMQL
Updating Records With SMQL
Deleting Records With SMQL
Querying Records With SMQL
Handling Relationships With SMQL
SMQL Field Data Types
SMQL Statement Syntax
SMQL Geospatial Queries
SMQL Filtering Support by Data Type
SMQL MY Function
MaxObject API
Field Metadata Groovy API
Create Fields
Create Relationship and Dynamic Relationship Fields
Create Option List Fields
Update Fields
Update Relationship Fields
Update Option List Fields
Delete Fields
Retrieve Object Metadata API
User Information and Parameters API
Translations APIs
Translations Java API (Available to Groovy)
Translations REST API
Translations Ruby API (DEPRECATED)
Translations JavaScript API
System Settings API
Logging API
Application Configuration Settings API
Jobs API
Shift Plan API
Shift Information APIs (Service Board)
Basic Shift APIs
Add APIs
Diff APIs
isWithin APIs
Get Available Durations APIs
Get Shift Segment APIs
Holiday APIs
Shift Plan API Usage Example
HTTP API
HttpRequestHelper
HttpRequest (DEPRECATED)
Map Provider Groovy APIs
Address Geocode and Reverse Geocode APIs
Check If Service is Supported by Default Map Provider API
Drive Time and Direction API
Time Zone API
Calling Operations Asynchronously
Job Operations
Deferred Operations
Calling Protected Resources From Outside the Max Platform
Tutorial: Developing a Custom Operation in Groovy
Data Model Design
Creating Apps and Objects
Editing Forms and Customizing Launchpad Menus
Creating an Operation and an Event Handler
Adding Groovy Class Sources
Creating an Operation Record
Creating an Event Handler
Granting Permissions to Objects
Granting Permissions to Roles and Groups
Running Check Database
Testing the Application
Generating a Metadata Package
Appendix A: Learning Groovy
Appendix B: Max REST API
REST API Version 2
Create Records
Update Records
Delete Records
Undelete Records
Read Records of Specified Object
Read Records of Specified Object (Extended Version)
Read Hierarchical Records of an Object
Read Hierarchical Records of an Object (Extended Version)
Read Object Records by UUID
Extended Output Data Format
Read Object Records by UUID (Extended Version)
Get New or Empty Records
Execute SMQL Query
Execute SMQL Query With Eager Loading
Count Records of a Specified Object
REST API Version 2: Attachments
Get Attachments for Single Records
Get Attachments for Multiple Records
Add or Update Attachments
Remove Attachments or Delete Latest Versions
REST API Version 2: Multiple Relationships
Get Related Records From a Multiple Relationship
Add Related Records to a Multiple Relationship
Remove Related Records From Multiple Relationships
Get Related Records From Dynamic Multiple Relationships
Add Related Records to Dynamic Multiple Relationships
Remove Related Records From Dynamic Multiple Relationships
Get Related Records of Specified Target Object From Multiple Relationships
Additional Examples
REST API Version 2: External References
REST API Version 2: Currently Logged-In User
View API Version 2
Read Records of Views
View Record Filtering
View Record Sorting
Field Metadata REST API
Create Fields
Update Fields
Delete Fields
Retrieve Object Metadata via HTTP
Object Metadata Translation
Full-Text Search REST API
REST API Data Type Representation
Retrieve Currencies and Units via HTTP
Retrieve Currencies via HTTP
Retrieve Units Via HTTP
Push Resource Locations REST API
CRUD REST API Version 1 Examples
Running the Examples
Example Requests
Appendix C: Service Board Extension Package API
Appendix D: Defining Data Access Rule Filtering by Current User Attributes
Appendix E: Deprecated Java APIs
Service Board for Dispatchers and Crew Managers
About This Guide
System Requirements
Related Documentation
Your Service Board Journey
About Data Setup
Navigating the Service Board UI
Navigation Bar
User Menu
Application Settings
Message Center
Service Board Help
Scheduler Tab
Job List
List Views and Queues
Push Notifications
Search Jobs
Job Filters
Sort Jobs
Propose Schedule
Job Cards
Job Action Menu
Pagination
Scheduler Calendar
Scheduler Resource List
View Options
Resource Search and Filtering Options
Calendar
Asset-Centric View
Planning Mode
Map Tab
Jobs Subtab
Resources Subtab
Slide Panels
Map View Options
Crew Manager Tab
Crew Resource List
Crew Resource List Pagination
Search Crew Resources
Sort Crew Resources
Crew Calendar
Crew List
Crew Calendar View Options
Project Tab
Projects List
Project Gantt Chart
Managing and Prioritizing Jobs and Resources
Personalizing Your Views
Adding Color-Coding Settings
Editing Color-Coding Settings
Customizing Shift Segment Color-Coding
Customizing Appointment Status Color-Coding
Configuring Visible Days and Times
Customizing the Default Calendar Week Start Day
Enabling Time Zone Difference Notifications
Customizing Auto-Refresh Intervals
Searching and Filtering Information
Searching Jobs Globally
Refining Job Search Results
Searching Within Job Lists and Crew Resource Lists
Filtering Job Lists and Resource Lists
Best Practices for Filtering Job and Resource Lists
Filtering Jobs in the Scheduler Map Panel
Searching Resources Globally
Troubleshooting Global Searches
Customizing Job Lists and Resource Lists
Creating Custom Job Lists and Resource Lists
Creating Custom Resource Lists by Service Team
Creating Custom Resource Lists by Territory
Defining Default Job and Resource List Views
Modifying Scheduler, Map, or Project Resource Lists
Restoring Previous Default Resource Lists
Removing Resource Lists
Managing Crew Resources
Configuring Crews
Modifying Crews
Activating or Deactivating Crews
Defining the Default Crew Resource List
Using the Resource Search Option
Refining Crew Resource Searches
Searching Crew Resource Lists
Viewing Crew Resource Details
Adding Resources to Crews
Modifying Crew Resources
Removing Crew Resources
Matching Resources to Jobs
Working With Jobs
Modifying Jobs
Canceling Jobs
Viewing Salesforce Work Orders
Assigning Jobs to Resources
Working With Resource Recommendations
Generating Resource Recommendations
Editing Resource Matching Criteria
Viewing Recommended Resources in the Map Panel
Working With Appointment and Schedule Proposals
Using Appointment Proposals
Using Schedule Proposals
Troubleshooting Appointment and Schedule Proposals
Scheduling Appointments and Events
Working With Appointments
Creating Appointments
Modifying Appointments
Canceling Appointments
Viewing Job-Related Appointments
Working With Shift Exceptions
Creating and Updating Shift Exceptions
Working With Multiple-Appointment Jobs
Creating Multiple Appointments
Identifying Nearby Jobs
Configuring Long-Term Planning
Resetting Resource and Crew Assignments
Working With Events
Scheduling Events
Modifying Events
Removing Events
Troubleshooting Salesforce Validation Errors
Managing Multiple-Resource Jobs and Events
Assigning Jobs to Multiple Resources
Grouping Multiple-Resource Appointments
Aligning Multiple-Resource Appointments
Editing Multiple-Resource Appointments
Reassigning Primary Resource Appointments
Removing Unsaved Resources
Canceling Primary Resource Appointments
Canceling Non-Primary Resource Appointments
Removing Unsaved Appointments
Viewing Multiple Resource Details
Recommending Multiple Resources
Multiple-Resource Validations
Working With Multi-Assign Events
Creating Multi-Assign Events
Editing Multi-Assign Events
Removing Multi-Assign Event Attendees
Viewing Multi-Assign Event Attendee Details
Working With Salesforce Multi-Assign Events
Working With Job Dependencies
Creating and Managing Job Dependencies
Scheduling and Modifying Dependent Appointments
Working With Crews
About Crew Appointments
Scheduling Crew Appointments
Modifying Crew Appointments
Canceling Crew Appointments
Validating Crew Appointments
Viewing Crew Resource Appointment Information
Working With Projects
Importing Project Data Files
Working With Project Templates
Creating Project Templates
Updating Project Templates
Deleting Project Templates
Creating a Project From a Project Template
Manually Scheduling Project Tasks
Automatically Scheduling Project Tasks
Rescheduling Project Task Appointments
Updating Projects
Using Custom Fields in Project Files
Monitoring Job and Resource Status
Viewing Single Resource and Crew Routes
About Trip Data
Viewing Multiple Resource and Crew Routes
Viewing Multiple-Day Routes
Working With Push Notifications
Working With Message Center
Working With Jeopardy Alerts
About Zinc Integration With Service Board
Using Zinc Within Service Board
Sharing Routes With Zinc
About Service Board Integration With ServiceMax Go
Service Board for Implementers
About This Guide
System Requirements
Related Documentation
About Service Board Implementation
Why Service Board?
From Dispatch Console to Service Board
Understanding Service Board Architecture
About Service Board Data Access and Security
About Service Board Authentication and Authorization
Understanding Service Board Implementation
About Initial Sync
About Real-Time Sync
About Lifecycle Status and Work Orders
About Credentials, Skills, and Resource Recommendations
Service Board Integration Tasks
Preparing the SFDC Environment
Preparing an SFDC Org
Upgrading the ServiceMax Version
Creating and Deploying a Service Board Instance
Installing the Service Board Extension
Creating a Service Board Tenant Instance
Provisioning Service Board Tenants for Salesforce Sandbox Org Updates
Updating Service Board Tenants to Support Enhanced Domains on Salesforce Sandbox Orgs
Resetting Sandbox Tenants
About Job and Appointment Status
Configuring Workflow Definitions
Workflow Configuration for Salesforce Foundation Orgs
Identifying Foundation-Enabled Orgs
Deploying Workflow Definitions
Configuring Workflow State Conversions
Showing State Transitions in Workflow Fields
Identifying Workflow Definitions Used by Records
Migrating Records to the Latest Workflow Definition
Creating Workflow Fields for Custom Objects
Configuring Appointment Rescheduling
Configuring Job and Appointment Cancellation
Configuring Aborted Appointment Deletion
Configuring Soft-Deleted Appointment Cleanup
Enabling Automatic Field Value Resets for Jobs Returned to Initial Status
Configuring Status Conversion During Multi-Appointment Job Dispatch
Updating Translations After Configuring Workflow States and Transitions
Verifying and Updating Existing Workflow Translations
Working With Bidirectional Real-Time Sync
Configuring Work Order and Appointment Status Mappings
Disabling Work Order and Appointment Status Mappings for Real-Time Sync
About SFDC Queue Support in Max
Synchronizing SFDC Queues With Max
About SFDC-to-Max Sync Configuration
Working With Sync Configuration Options
Configuring Initial Sync
Configuring Initial Sync on Foundation-Enabled Orgs
Configuring Initial Sync for Salesforce Business Hours
Configuring Initial Sync for Custom Objects
Configuring Initial Sync for First Scheduled Time Tracking
Configuring Initial Sync for Actual Time Fields in Work Orders
Configuring Initial Sync for Actual Time Fields in Events
Configuring Initial Sync for Multi-Assign Events
Configuring Initial Sync for the Efficiency Factor Field
Configuring Initial Sync for the Dispatch Priority Field
Configuring Delayed Travel Time Calculation During Initial Sync
Disabling Travel Time Calculation for Schedule-Optimized Appointments and Events
Configuring Appointment and Event Creation
Testing Initial Sync Configuration
Running Initial Sync
Running Initial Sync for Access Hours and Holidays
Stopping Initial Sync
Running an Initial Sync Report
Synchronizing Service Board-to-SFDC Status Transitions
Creating Resource-Recommendation-Related Records
Synchronizing Translations
Configuring Real-Time Sync
Configuring Service Board for Salesforce-to-Service Board Real-Time Sync for Custom Objects
Configuring Salesforce for Salesforce-to-Service Board Real-Time Sync for Custom Objects
Configuring Salesforce-to-Service Board Real-Time Sync for Custom Object Deletion
Configuring Salesforce-to-Service Board Real-Time Sync for Object Undeletion
Configuring Salesforce for Service Board-to-Salesforce Real-Time Sync for Custom Objects
Configuring Service Board for Service Board-to-Salesforce Real-Time Sync for Custom Objects
Configuring Two-Way Real-Time Sync for Custom Objects
Manually Synchronizing Option List Values
Configuring Real-Time Sync Filtering With Process Builder
Migrating From Process Builders to Flows
Configuring Real-Time Sync Filtering With Flows
Customizing Work Order Platform Event Payloads
Excluding Salesforce and ServiceMax Events From Real-Time Sync
Excluding Updated Service Board Job Records From Real-Time Sync
Configuring Sync Intervals for Deleted Child Events
Configuring Real-Time Sync for Only Modified Job Fields
Configuring Real-Time Sync for Only Modified Work Order Fields
Configuring Real-Time Sync for the Salesforce Event Object Subject Field
Configuring Real-Time Sync for Salesforce Community Users
Configuring Real-Time Sync to Use Salesforce Schedule Field Values
Configuring Salesforce CreatedBy and LastModifiedBy Field Values
Configuring Real-Time Sync for First Scheduled Time Tracking
Configuring Real-Time Sync for the Number of Times Scheduled Field
Configuring Real-Time Sync for Actual Time Fields in Jobs
Configuring Real-Time Sync for Actual Time Fields in Events
Configuring Real-Time Sync for the Efficiency Factor Field
Configuring Real-Time Sync to Salesforce for Recalculated Travel Times
Configuring Real-Time Sync for the Dispatch Priority Field
Configuring Real-Time Sync for Job Dependencies
Configuring Real-Time Sync for Overnight Stay Policies
Configuring Automatic Reference Resolution
Enabling Automatic Address Resolution
Creating Event Handlers
Running On-Demand Sync
Scheduling On-Demand Sync Execution
Scheduling Multiple On-Demand Sync Executions
Configuring HTTP Notification Limits for High-Volume Real-Time Sync
Configuring HTTP Notification Grouping
Scheduling Outbound Queue Record Deletion
Enabling Outbound Queue Logging
Configuring Sync Failure Notifications
Testing Real-Time Sync Configuration
Working With Data Validation Options
Configuring Field-Level Custom Validation
Configuring Record-Level Custom Validation
Configuring Relationship-Level Custom Validation
Configuring Custom Validation Confirmation Messages
Disabling Added Context for Custom Validation Confirmation Messages
i18n for Custom Warning or Validation Messages
Working With Platform Event and Real-Time Sync Queues
Accessing the Job Application on Cluster Tenants
Monitoring Platform Events
Reinitializing the EMP Service
Checking Current Platform Event Queue Status
Resetting the Previously Subscribed replayId Value
Clearing Real-Time Sync Queues
Configuring the EMP Platform Event Queue (Version 1)
Configuring the EMP Platform Event Queue (Version 2)
Working With Sync Monitoring
Checking Real-Time Sync Status
Configuring Templates for Real-Time Sync Email Alerts
Creating Real-Time Sync Email Alerts
Defining Process Builders for Real-Time Sync Email Alerts
Configuring Email Notifications for Service-Board-to-Salesforce Sync Errors
Working With the Data Sync Monitor Dashboard
Configuring View Dashlets
Configuring Chart Dashlets
Working With Salesforce Dashlets
Configuring Salesforce List View Dashlets
Configuring Salesforce Chart Dashlets
Post-Sync Configuration Tasks
About Objects, Fields, and Relationships
Working With Objects
Creating Custom Objects
Adding Custom Fields
Configuring Multiple-Selection Option List Fields
Recalculating Calculated and Rollup Fields
Enabling Field Recalculation on Read
Creating and Updating Field Value Maps
Using Multiple Field Values for Color Configuration
Configuring Custom Appointment Names
Configuring Job Card and Appointment Tooltips
Adding Actual Time Fields to Custom Appointment Tooltips
Configuring Event Tooltips
Configuring Map Tooltips
Configuring Installed Product Tooltips
Configuring Emojis for Job Cards and Appointments
Configuring Default Resource Avatars
Updating Translations
Exporting and Importing Translations
Customizing Notification Message Templates
Adding Custom Operations to Action Menus
Creating Message Center Notifications With Custom Operations
About Relationships
Defining Relationships
Configuring Inter-Field Dependencies
Updating Cascade Logic
About Forms
Configuring Forms
Adding Actual Time Fields to Forms
About Integration User Accounts
Maintaining Integration User Credentials
Configuring Salesforce Identity Verification for Integration User Accounts
Rebuilding the Search Index
Creating an SFDC Redirect
Creating an SFDC Lightning Redirect
Working With Security Groups
Defining Security Group Objects
Defining Security Group Rules
Resynchronizing Security Groups
Managing System Administrator Users
Creating a Connected App for OAuth
Configuring an External OAuth Provider
Configuring Zinc Integration
About Partner Authentication for SFDC Communities
Creating Partner Communities
Creating Partner Users
Configuring an External OAuth Provider for a Community
Reconfiguring External OAuth Providers for Communities After Enhanced Domains Are Enabled
Creating Visualforce Pages and Tabs
Configuring the Retry Button
Configuring the Bulk Retry Button
Configuring Retry Quick Actions for Lightning Experience
Configuring 18-Digit Work Order ID Fields
Adding a Dispatch Technician Button to Salesforce Work Orders
Adding a Dispatch Technician Button to ServiceMax Custom Actions
Adding a Dispatch Technician Action to Salesforce Custom Actions
Checking Tenant Configuration
Service Board Configuration Tasks
Configuring Real-Time Sync to Support Custom Fields
Configuring Real-Time Sync to Support Custom Fields on SFDC
Working With Real-Time Sync Rules and Transform Templates
Configuring Transform Functions
Configuring Real-Time Sync Rules and Transform Template Fields
Transform Template Custom Field Mappings
Removing Transform Template Field Mappings
Creating Custom Transform Operations
About Jeopardy Management
Working With Data Scanners
Creating Data Scanners
Defining Data Scanner Rules
Running Full Data Scans
Creating System Jobs to Run Full Scans
Making Data Scan Results Visible
Configuring Email Notifications for Data Scans
Enabling Jeopardy Browser Notifications
Configuring Post Actions for Data Scanners
Working With Project Configuration
Configuring Project Settings
Configuring Custom Field Support for Projects
Migrating Configuration Changes to Production
Appendix A: Object and Field Mappings
Entity Relationship Diagrams
Account Field Mappings
Appointment (Salesforce Event) Field Mappings
Appointment (ServiceMax Event) Field Mappings
Contact Field Mappings
Credential (Resource Preference) Field Mappings
Credential (Skill) Field Mappings
Credential Category Field Mappings
Crew Field Mappings
Crew Resource Field Mappings
Dispatcher Access Field Mappings
Event (Salesforce Event) Field Mappings
Installed Product Field Mappings
Job Field Mappings
Job Requirement Field Mappings
Qualification (Product Expertise) Field Mappings
Qualification (Resource Preference) Field Mappings
Qualification (Skill) Field Mappings
Appendix B: Max-to-SFDC Data Type Mappings
Working With Transform Templates
Transform Template Examples
Transform Template Identifier Format
About the Address Data Type
Address Array Data Elements
Sample Address Array
Address: Job-to-Work Order Mappings
Address: Job-to-Work Order Transform Templates
Address: Appointment-to-ServiceMax Event Mappings
Address: Appointment-to-ServiceMax Event Transform Templates
About the Currency Amount Data Type
Currency Amount: Product-to-Product Transform Templates
About the Date Data Type
Date: Transform Templates
About the Geocode Data Type
Geocode: Transform Templates
About the Interval Data Type
Interval: Job-to-Work Order Transform Templates
Interval: Appointment-to-ServiceMax Event Transform Templates
About the Option List Data Type
About the Percent Data Type
Percent: Transform Templates
About the Relationship Data Type
Relationship: Job-to-Work Order Transform Templates
About the Status Data Type
Status: Job-to-Work Order Transform Templates
About the Time Data Type
Time: Transform Templates
About the Timestamp Data Type
Timestamp: Job-to-Work Order Transform Templates
Directly Mappable Data Types
Working With Transform Functions
addressFormat
arrayIndexVal
compute00GExternalId
concat
convertToInt
currencyFormat
currencyInverseFormat
dateAddSubtractFormat
dateAddSubtractInverseFormat
escape
geoCodeFormat
getPropertyValue
getRelationshipId
getRelFldValue
ifelse
isoDateFormat
isoInverseDateFormat
mappingStatus
mappingSingleStatus
multiplyDivide
periodFormat
periodInverseFormat
randomPassword
randomString
timeFormat
toString
unescapeHtml4
Appendix C: Access and Permissions
Configuring Custom Integration Profiles
Appendix D: Service Board Implementation Troubleshooting
Running a Tail Log
Troubleshooting Workflow Configuration Errors
Retrieving Workflow Definition Information for Job or Appointment Records
Viewing Job or Appointment Record IDs
Resolving Workflow Definition Publishing Errors
Configuring Workflow Values in Custom Field Mappings in Transform Templates
Troubleshooting Initial Sync Errors
Initial Sync Known Errors
Troubleshooting Real-Time Sync Configuration Errors
Troubleshooting Real-Time Sync Failures
Troubleshooting Salesforce Formula Field Real-Time Sync Failures
Troubleshooting Custom Field Mapping Errors
Resolving MUTUAL_AUTHENTICATION_FAILED Errors
Troubleshooting CPU/SOQL/Apex Limits
Resolving Apex Class Access Issues
Real-Time Sync Known Errors
Permission Errors
Error 1
Error 2
Error 3
Error 4
Error 5
Error 6
Error 7
Error 8
Error 9
Error 10
Error 11
Error 12
Error 13
Error 14
Error 15
Error 16
Error 17
Troubleshooting HTTP Notifications
Troubleshooting Translation Sync Errors
Troubleshooting Push Notifications
Troubleshooting OAuth Redirect URI Mismatch Errors
Troubleshooting OAuth Access Token Request Errors
Troubleshooting Missing Required Code Challenge Errors
Troubleshooting Project Publishing Issues
Avoiding Firefox Page Loading Errors
Appendix E: Service Board Logging
Logging Best Practices
About Change Logs
Configuring Change Logs
Working With Change Logs
Appendix F: Direct Execution
Schedule Optimization
Objectives of Schedule Optimization
Schedule Optimization Architecture
High-Level Functional Flow
Pre-Calculation Overview
Types of Optimizations
Batch Optimization
Real-Time Optimization
Long-Term Planning
Schedule Optimization For Implementers
Provisioning and Configuring Schedule Optimization
Object and Field-Level Permissions
System Requirements
Setting Up Schedule Optimization
Defining Service Requirements
Schedule Optimization Configuration Checklist
Setting up Service Organization
Resource Preference Management
Data Volume Recommendations
Business Process Configuration
Mandatory Business Processes and Configurations
Optional Business Processes and Configurations
Configuring Business Rules
Configuring MTTS Rules
Creating an MTTS Rule
Configuring MTTS Rule Sequence
Configuring Territory Match Rules
Creating a Territory Match Rule
Configuring Territory Match Rule Sequence
Territory Assignment Behavior
Configuring Skill Match Rules
Creating a Skill Match Rule
Configuring the Skill Match Rule Sequence
Configuring Technician Eligibility Rules
Creating a Technician Eligibility Rule
Configuring the Technician Eligibility Rule Sequence
Creating and Managing Dispatch Processes
Prerequisites
Limitations and Validations
Creating Dispatch Processes
Defining General Information
Defining Constraints and Cost Factors
Creating Custom Dispatch Goals
Specifying the Weightage for Cost Factors
Defining Scheduling Parameters
Scheduling Parameters for Batch Optimization Dispatch Process
Examples of the Optimize for Single Day Enabled Scenarios
Scheduling Parameters for Real-Time Optimization Dispatch Process
Defining Capacity
Defining Prioritization
Defining Technician Efficiency Factor
Defining Long-Term Planner Parameters
Editing Dispatch Processes
Cloning Dispatch Processes
Activating and Deactivating Dispatch Processes
Deleting Dispatch Processes
Managing the Dispatch Process Sequence
Viewing the Job Runs for Dispatch Processes
Creating Dispatch Processes in the Legacy UI
Selecting Dispatch Method
Defining Territories
Defining Capacity
Defining Technician Efficiency
Defining Prioritization
Defining Constraints
Defining Cost Factors
Specifying the Weightage for Cost Factors Using the Sliders
Defining Scheduling Parameters
Defining Long-Term Planning Parameters
Managing Dispatch Process Job Runs
Managing Skipped Work Orders
Improved Input Data Validation for Optimization Jobs
Sample Data Validation
List of Data Validations
Job Status Details
Naming Convention in ServiceMax Job Details
Capturing Message Details in Files Section
Viewing Scheduling Output
Work Order Qualification
Overnight Stays
Setting Up Overnight Stay Policies
Using Overnight Stay Policies
Specifying the Start of the Week
Overnight Stay Behavior and Limitations
Working with Dependency Scheduling
Creating Dependency Management Groups
Time Dependencies
Resource Dependencies
Creating Dependency SFM Transactions
SFM Transaction for Creating Dependency Management Group
SFM Transaction for Editing a Dependency Management Group
Rescheduling Dispatched Work Orders in Real-Time Optimization
Rescheduling Dispatched Work Orders Through Ranked Appointment Booking
Rescheduling Dispatched Work Orders
Monitoring Schedule Optimization
Performing Data Checks
Creating and Using Views
Work Order Views
Technician Views
Territory Views
Optimizer Transaction Views
Locking Work Orders
Locking Work Orders to Arrival Windows
Locking Work Orders for Fixed Appointments
Locking Work Orders to Technicians
Working with Long-Term Planning
Support for Dispatch Console and Service Board Capabilities
Working with Reports and Metrics
External Work Orders
Booking Fixed Arrival Window for the Work Order
Booking Arrival Windows in Real-Time Optimization
Configuring Ranked Appointment Bookings
Managing Time Windows
Managing Appointment Types
Creating Get Appointments SFM Custom Action
Enabling Ranked Appointment Booking on External Websites
Booking Appointment for Work Order
Booking Arrival Windows in Batch Optimization
Configuring the Propose Time SFM
Viewing the Propose Time Page
Working with the Propose Time Option
Propose Time Feature Behavior
Propose Time Error Codes and Messages
Schedule Optimization for Administrators
Custom Settings and Manual Configurations
Configuring the Custom Setting for Resolving the View State Error
Using Color Coding for Erroneous Work Orders in Dispatch Console
Configuring Platform Event Batch Size
Creating Custom Optimization Goals
Configuring Last Minute Rescheduling
Configuring Additional Parameters
Configuring Schedule Optimization to Ignore Specific Event Types
Configuring the Legacy Dispatch Process UI as the Default UI
Clearing Fields of Work Orders with the Tentative Status
Configuring the Service Duration Validation
Configuring Schedule Optimization to Schedule Long-duration Work Orders
Defining Business Hours for Territories
Configuring Drive Time Buffer for Manually Assigned Events
Configuring Schedule Optimization to Use Service Board Shift Information
Configuring Named Credentials and External Credentials
Configuring Platform Cache
Implementation Behavior and Limitations
Defining Break Hours in Batch Optimization
Defining Holidays
Configured Behavior
Address Validation for Events
Event Creation Behavior
Non-work Order Event Types in Batch Optimization
Drive Time Update for Non-Work Order Events without Geolocation Information
Schedule Optimization for Dispatchers
Real-Time Optimization Guidelines
Scheduling
Automated Scheduling by Real-Time Optimization
Work Order Qualification for Scheduling
External Work Orders
Unoptimizable Blocks in the Technician Calendar
Technician Route
Manual Assignment Events
Schedule Optimization-Assigned Events
Non-Work Order Events
Dispatch Threshold
Manual Tasks by the Dispatcher
Manually Scheduling Work Order
Locking Work Order Scheduled by Real-Time Optimization
Manually Rescheduling Work Order
Manually Unassigning Work Order
Moving Work Order Events Outside Technician Business Hours
Creating Events on Fixed Events Timeslots
Scheduling Work Order to Technician of Different Territory
Marking Technician’s Day Off
Handling Unoptimizable Routes
Ranked Appointment Booking
Reschedule or Unassignment Scenarios
Resources
Feature Support Matrix
Work Order Fields Related to Schedule Optimization
Work Order Fields Used by Schedule Optimization
Dispatch Priority
Skill Set
Skill Level Preference
Qualified Technicians
QTL Generation Behavior
SLA Fields
Impact of SLA Fields in Batch Optimization
SLA Fields' Impact in Real-time Optimization
SLA Fields' Impact in Long-Term Planning
Impact of Technician Efficiency Factor on Service Duration
Scheduling Change Token in Real-time Optimization
Work Order Fields Updated by Schedule Optimization
OptiMax Status
Scheduling Status
OptiMax Error Text
Violation Message
Fields Not to be Updated by Custom Code
Creating Non-WO Events
Distance Calculations for Routing
Travel Time Calculations
Distance Matrix Calculations
Schedule Optimization APIs
Propose Schedule APIs
Scheduling Input JSON
Scheduling Input JSON with Work Order Dependency Handling
Scheduling Response JSON
Propose Times APIs
Slot Request API
Slot Response API
Error Codes and Messages
Appointment Booking APIs
getAppointmentRequest
getAppointmentResponse
bookAppointmentRequest
bookAppointmentResponse
Error Codes and Messages
Optimizer Transactions Object
Real-Time Optimization Execution Overview
Real-time Optimization Behavior
Ranked Appointment Booking Execution Flow
Schedule Optimization Reports
Assigned vs Unassigned WOs - Territory
Assigned vs Unassigned WOs - Total Count
Average Drive Time
SLA Adherence
Service Resource Utilization
Configuring the Resource Utilization Report
Total Drive Time
Un-resourced Work Orders
Configuration Settings
Manage OptiMax Settings
OptiMax Engine
Dispatch Calculations
Real Time Optimization
Appointment Booking
MTTS Rules
Global Settings
Dispatch Management Settings
Data Model
Best Practices
FAQ: Schedule Optimization
Known Issues and Limitations
General Known Issues
Batch Optimization Known Issues
Real-Time Optimization Known Issues
Troubleshooting Tips
Server Status Check
Data Checkpoints
Useful Tips
Proactive Maintenance
Preventive Maintenance
Types of PM Plans
Preventive Maintenance Workflow
Business Use Cases and Solutions
Preventive Maintenance for Administrators
Access and Permissions
Prerequisites of PM Plans
Task Templates
Creating a Task Template
Managing Task Templates
PM Templates
Configuring New PM Plan Template VF page
Time-Based PM Plan Templates
Creating Time Based PM Plan Templates
Creating Time Based PM Plan Templates in 24.1
Generating Full Sequence of PM Schedule - Recurring
Configuring Work Order Duration for PM Work Orders
Condition-Based PM Plan Templates
Creating Condition Based PM Plan Templates
Performing Dynamic Adjustments for PM Plans
Applying Threshold Percentage for Condition-Based PM Plans based on Dynamic Adjustments
PM Process
Standard PM Process
Work Order Generation Status on PM Schedule
Work Order Generation Status on PM Schedule in 23.2
Custom PM Process
Creating Custom PM Process
General Info Tab
Work Order Rules Tab
Work Order Rules Tab in 24.1
Schedule and Notifications Tab
Managing Custom PM Process
Configuring PM Plan Web Service
PM Schedule Priority or Sort Order
PM Process Behavior - Time Based PM Plans
Setting up PM Process
Identifying PM Plans to Process
Preparing to Process PM Plans
Setting-up and Configuring PM Process
Processing PM in the Backend
Processing PM for Work Orders
Processing PM for Work Details and Related Objects
Work Order Tasks
Required Parts
Mappings for PM Process
Coverage Type is Account
Coverage Type is Location
Coverage Type is Product
Coverage Type is Service Contract
Determining the Time to Process PM Plans
Scheduling PM Process Runs
Notifying PM Process Runs
Settings for PM Process Scheduler Run
Enabling and Configuring Advanced PM Engine Settings
Preventive Maintenance for End Users
Creating PM Plans from Account
Creating PM Plans from Location
Creating PM Plans from Installed Product
Creating PM Plans from Service Contract
Auto Creating PM Plans and Modifying PM Offerings On Service Contracts
Configuring Adjustments
Configuring Delay PM Plan Creation
Configuring Dynamic PM Schedule Sequence
Configuring Dynamic Coverages on Service Contracts
Field Change Order
Field Change Order for Administrators
Launching FCO Configuration Setup
Viewing FCO Configuration Templates
Defining FCO Configuration Properties
Defining FCO Configuration Mappings
Defining FCO Configuration Properties in 24.1
Defining FCO Configuration Mappings in 24.1
Defining FCO Configuration Assignments
Configuring FCO Batch Settings for FCO Search
Field Change Order for End Users
FCO Console and Creation Wizard
Launching FCO Console Landing Page
Customizing Display Fields in the FCO Console Landing Page
Launching FCO Console Landing Page in 24.1
Customizing Display Fields in the FCO Console Landing Page in 24.1
Creating a FCO Header Record
Associate Work Plan with a FCO Header Record
Defining Required Parts for an FCO
Creating a FCO Header Record in 24.1
Defining the FCO Search Criteria
Creating an FCO Search for Installed Product Fields
Creating Expressions using Expression Builder for Installed Product
Specialty Operators
Import Complex AND or OR Expressions
Creating an FCO Search using Technical Attributes
Creating Expressions using Expression Builder for Technical Attributes
Creating an FCO Search for Batch Lot and Serialized Stock
Creating Expressions using Expression Builder for Batch Lot
Searching for Groupings of Non-Consecutive Serial Numbers
Running Field Change Order Search Results
Re-Running Field Change Order Search to add Qualified Assets
Viewing the FCO Search Results
Filtering Columns on the Search Results Tab
Adding the Installed Products Manually
Changing the Work Plan for Installed Products and Product Stock Items
Updating the Delivery Method
IB Notification Delivery Method
Opportunity Delivery Method
Viewing the FCO Search Results in 24.1
Generating Delivery Output from FCO Results
Customizing the Display Fields
Inventory Management
Inventory Process
Inventory Management for Administrators
Creating a Standard Inventory Process
Creating a Standard Inventory Process in 24.1
Access and Permissions
Inventory Process Fields
Configuring Setup for Inventory Processes
Enabling New Inventory Processing Wizard
Deploying Inventory Process
Deleting Custom Inventory Process
Enabling or Disabling Decreased Status for Product Stock
Inventory Management for End Users
Sample Inventory Processes
Requirements Misc Receipts
Requirements Misc Issues
Data Model Misc Receipts
Data Model Misc Receipt Lines
Data Model Misc Issues
Data Model Misc Issue Line
Setup Considerations
Setup Steps Misc Receipts
Setup Misc Issues
Inventory Processing and Management with Batch/Lot Stock
Posting Stock Adjustment
Performing Stock Transfer
Stock Transfer
Managing Non-Serialzed, Serialized, Batched, and Non-Batched Transactions
Multi-Line Entry
Posting Stock Transfer to Inventory
Managing Serialized Inventory
Product Stock as Lightning Component
Managing Batch/Lot Inventory
Enabling Batch/Lot Tracking for Product
Enabling Batched and Serialized Tracking for a New Product
Viewing Product Stock Updates
Tracking of Batched/lot Products
Stocking Location Updates
Viewing Batched and Serialized Stock to a Stocking Location
Batch/Lot Tracking for Products
Parts Request
Parts Request Access and Permissions
Parts Request Fields
Parts Request Line
Parts Request Line Fields
Adding Lines to Parts Request
Single-line Entry
Multi-line Entry
Editing Lines in a Parts Request
Finding Stock in a Parts Request Line
Creating a Shipment Order from a Parts Request
Processing Receipts in a Parts Request
Canceling a Parts Request
Stock Transfer
Stock Transfer Access and Permissions
Stock Transfer Fields
Stock Adjustment
Stock Adjustment Access and Permissions
Stock Adjustment Fields
Shipment Order
Shipment Order Access and Permissions
Shipment Order Fields
Shipment Order Line Fields
Adding Products to a Shipment Order
Single-line Entry
Multi-line Entry
Processing a Shipment Order with No Inventory Updates
Processing Individual Shipment Order Items
Processing an Entire Shipment Order with One Click
Processing an Entire Shipment Order with Ship Quantity
Processing a Shipment with Inventory Updates
Canceling a Shipment Order
Returned Material Authorization
RMA Access and Permissions
RMA Fields
RMA Line Fields
Adding Products to RMA
Single-line Entry
Multi-line Entry
Processing/Completing an RMA
Processing an Individual RMA Item
Processing All of an RMA’s Items at Once
Processing Receipts for RMA
Create Linked Shipment from RMA
Checklists, Forms, and Output Documents
Checklist Designer for Admin
Business Use Cases and Solutions
Flow-Based Checklists
Dynamic Branching Checklists
Access and Permissions
Checklist Process
Managing Checklists
Creating Checklists
Checklist List View
Checklist List View in 24.1
Checklist Properties
Form Designer
Entry Criteria
Creating New Section
Creating New Question
Editing Question
Nine Different Types of Questions
Creating Text Question
Creating Date Question
Creating Date Time Question
Creating Number Question
Creating Radio Question
Creating Checkbox Question
Creating Multipicklist Question
Creating Picklist Question
Creating Attachment Question
Exit Criteria
Source Object Update - Checklist Designer
Custom SFM Wizard Step
Building the Question Library
Question Library Landing page
Add Question Page
Attributes of Questions
Edit Question Page
Reporting on Checklist Answers
Smart Docs Configuration
Output Documents SFM Transaction
Smart Doc Template
Checklist -Advanced Options
SFM Wizard Step for Smart Doc
Checklist Results Report Configuration
Salesforce Report on Checklist Results object
Scheduled SFM Process
Answering Checklists
Managing Translations for Checklists
Bulk Loading of Questions
Bulk-loading of Questions and Answers
Bulk-loading of Questions and Answers in 23.2
Bulk-loading of Tags
Feature Administration
Checklist Delivery
Checklist Reports
Output Document Report
Including Specific Checklist
Salesforce Report on Checklist Results
Update Source Object Record Fields
Salesforce Lightning UI Experience
Output Document for Admin
Configuring Output Documents
Properties
Record Update
Template Designer
Using the New Rich Text Format Editor
Signature Capture
Template Designer in 23.2
Sorting - Output Documents
Checklist - Output Documents
Configuring SmartDocs in SFM Wizard for Delivery
Access and Permissions
Using Output Documents Functions
Number Functions - Output Documents
Conditional Functions - Output Documents
Date Functions - Output Documents
Widget Functions - Output Documents
User Functions - Output Documents
String Functions - Output Documents
Math Functions - Output Documents
Image Functions - Output Documents
Other Functions - Output Documents
How to Manage Document Templates
Formatting - Fonts and Styles
Merge Fields - Field Labels, Field Values, and Functions
Images
Uploading Image Files
Accessing the Uploaded Image Files in Template Designer
Inserting Company Logo
Inserting any Image
Child Sections
Signatures
Document Templates - Rules and Guidelines
Functions, Field Labels, and Field Values
Inline Data Binding
Attribute-driven Data Binding
Format
Images
Consideration for Output Doc Template Design
Best Practices
Functions, Field Labels, and Field Values
Inline Data Binding
Attribute -driven Data Binding
Formatting
Images
Business Use Cases and Solutions
Round-off Currency Field Value and Print it With $ Sign
Show or Hide Tables Based on Field Values
Show or Hide Section Based on the Count of Detail Lines
Add Line Items into Output Documents
Standard SFM Transactions
Output Document Delivery for End Users
Launching Output Documents
Generating Report
Salesforce Files Support
Multiple Version Support
Signature Capture
Data Display
Data Display in 24.1
DataGuide
System Requirements
Language Support
Installing DataGuide
Assigning Permission Sets
DataGuide Forms
DataGuide Forms for Admins
Viewing Forms List
Creating a Form
Properties Tab
Mapping Tab
Selecting Child Objects
Form Designer Tab
Form Setting
Form Actions Tab
Creating a Form Action
All Conditions are Met
Resource Type as Question
Resource Type as Variable
Editing a Form Action
Deleting a Form Action
Re-Ordering Form Actions
Creating Form Action to Update Source Object
Creating Form Action to Create Form Data Records
Auto-Updating Custom Lookup Fields
Creating Form Action to Update Child Records
Creating Form Action to Generate PDF
Form Logic
Creating Form Logic
Organize Forms
Adding Keywords to a Form
Viewing Form Criteria List
Creating a Form Criteria
Editing a Form Criteria
Testing a Form Criteria
Deleting a Form Criteria
Creating Wizard Step for Form Criteria
Multi-User Form
Saving and Publishing Form
Editing a Form
Creating a Version
Copying Form Link
Cloning a Form
Creating Different Types of Questions
Single-Line Input Question
Single Input Properties
Checkboxes Question
Checkboxes Properties
Radio Button Group Question
Radio Button Group Properties
Dropdown Question
Dropdown Properties
Long Text Question
Long Text Properties
Boolean Question
Boolean Properties
Multiple Textboxes Questions
Multiple Textboxes Properties
Multiple Textboxes Properties
HTML Type Question
HTML Properties
Signature Question
Signature Pad Properties
Single-Select Matrix Question
Single-Select Matrix Properties
Multi-Select Matrix Question
Multi-Select Matrix Properties
Dynamic Matrix Question
Dynamic Matrix Properties
Panel Question
Panel Properties
Dynamic Panel Question
Dynamic Panel Properties
Expression Question
Expression Properties
Photo Question
Photo Properties
Map Child Line Question
Adding Map Child Line Question
Map Child Line Properties
Column Properties
File Upload Question
Configuring File Upload Question
File Upload Properties
Form Translations
Creating Translations
Viewing Translations
Exporting Translations
Importing Translations
Removing Translations
Form Response
Viewing Form Response
Form Functions
Previewing the Form
Viewing JSON Editor
Creating Wizard Step for DataGuide Form
Viewing Submitted Forms
Configuring the Submitted DG Forms Component
Deep Link
Deep Link to DataGuide Forms
Deep Link to DataGuide Document Template
DataGuide Forms for End Users
Accessing the Forms
Viewing Qualified Forms
Discarding a Form
Downloading a Form
Claiming a Form
Loading a Form
Saving a Form
Releasing a Form
Submitting a Form
Generating PDF on Form Submission
Viewing Forms Submitted on the Record
DataGuide Document Templates
DataGuide Document Templates for Admins
Viewing Document Templates List
Creating a Document Template
Managing Template Designer
Using Document Template Canvas
Using Format Toolbar
Adding Fields of the Source Object
Configuring Elements
Configuring Layout Table
Configuring Repeating Sections
Configuring Data Table
Inserting a Base Object Field
Inserting a Summary Field
Adding DataGuide Form
Configuring Signature
Inserting Images
Configuring Layout Information
Updating File Properties
Printing PDF with Standard Layout
Printing PDF with Custom Layout
Viewing the Form and Questions
Adding Questions
Adding All the Questions of the Form
Adding Individual Question Type
Supported Question Types
Single-Line Input
Checkboxes
Radio Button Group
Dropdown
Long Text
Boolean
Multiple Textboxes
Signature
Single-Select Matrix
Multi-Select Matrix
Dynamic Matrix
Panel
Dynamic Panel
Photo
Map Child Line
Expression
File Upload
Styling of Pills
Deleting Questions
Deleting All the Questions of the Form
Deleting Individual Question Type
Deleting Entire Form
Customizing PDF Filename
Repeating Sections
Document Template Translations
Creating Translations
Editing the Locale Settings
Deleting Translations
Previewing Translations
Previewing the Document Template
Editing a Document Template
Creating Wizard Step
Cloning a Document Template
Deleting a Document Template
Working with XML Editor
DataGuide Document Templates for End Users
Accessing Document Templates
Viewing Repeating Sections
Printing PDF in Preferred Language
Finalizing the Document Template
Viewing the PDF Output
Cancelling the Document Template
Use Cases
Setting Default Answers Using Work Order Information
Setting Default Value to the Questions
Creating Form Action to Update Work Order Field
Creating a Form Match Criteria on a Work Order
Best Practices and Recommendations
Best Practices in Forms
Best Practices in Document Template
DataGuide Data Model
DataGuide Objects and Fields Dictionary
Form Objects
Application Log
Content Version
Form
Form Data
Form Expression
Form Response
Form Version
Form Lock
Released Form Lock
Tag
Form Version Tag
Form Criteria
Report Template Objects
Report Template
Report Template Expression
Report Template Rendition
Form Report Template
Work Order Management
Work Order Process Flow
Lifecycle of a Work Order
Work Order Execution
Work Order Access and Permissions
Work Order Fields
SLA Clock as a Lightning Component on Work Order
Pausing the SLA Clock
Enabling the SLA Clock Commitments
Multiple SLAs and Entitlement
Interactive Entitlement
Auto-Entitlement
Dispatching a Work Order
Create an RMA from a Work Order
Work Order Estimate Fields
Work Order Request/Receipt Fields
Work Order Usage/Consumption Fields
Adding Work Details to a Work Order
Single-Line Entry
Multi-Line Entry
Creating Usage Lines From Estimates
Creating Quotations from a Work Order
Canceling All Parts Requests in a Work Order
Stock Lookup in a Work Order
Create Shipment Orders from a Work Order
Processing Receipts in a Work Order
Process Bottlenecks in a Work Order
Process Bottlenecks Fields
Adding Process Bottlenecks to a Work Order
Editing Process Bottlenecks in a Work Order
Deleting a Process Bottleneck from a Work Order
Closing a Work Order
Printing a Service Report from Closure Information
Posting Usage/Consumption to Inventory
Creating a Proforma Invoice
Canceling a Proforma Invoice
Complex Work Execution
Feature Overview
Integration with Core Capabilities
Use Cases
Complex Work Execution for Administrators
Setting up Complex Work Execution
Access and Permissions
Access and Permissions for Community Users
Adding the Work Plan LWC Component to Work Order
Adding the Work Order Execution Summary Widget to Work Order
Adding Work Plan List View LWC to the Product Record
Adding URLs as Trusted Domains for Advanced Service Tasks
Setting Security Level for Output Document PDFs
Managing Work Plan Library
Creating a Work Plan
Creating the Work Plan Record
Adding Tasks to Work Plan
Adding Simple Task to the Work Plan
Adding SFM Task to the Work Plan
Adding Output Document Task to the Work Plan
Managing Tasks in a Work Plan
Rearranging Tasks in a Work Plan
Editing a Task in a Work Plan
Deleting a Task in a Work Plan
Adding Applies To Items to a Work Plan
Managing Applies To Items in a Work Plan
Adding Parts to a Work Plan
Managing Parts in a Work Plan
Adding Tools to a Work Plan
Managing Tools in a Work Plan
Editing a Work Plan
Deleting a Work Plan
Cloning a Work Plan
Searching for Work Plans
Marking Work Plans as Active or Inactive
Creating Work Plan from Product
Complex Work Execution for Implementers
Managing Service Products
Adding Service Products to Work Order Using the Packaged LWC
Auto-Creation of Service Product Record with the New Work Order
Managing Work Plan Assignment
Assigning Work Plan to Work Order
Adding a Service Task to Work Order
Adding a Simple Task to Work Order
Adding an Output Document Task to Work Order
Adding an SFM Task to Work Order
Assigning Work Plan to Service Product
Managing Work Plans in a Work Order
Managing Service Tasks in a Work Plan
Managing Recommended Parts
Managing Recommended Tools
Viewing the Task Status for the Work Order
Complex Work Execution for End Users
Managing Service Tasks
Creating a Service Task
Viewing Service Task Queues
Searching for Service Tasks
Updating and Completing Service Tasks
Deleting a Service Task
Executing Work Plans from Work Orders
Resources
Known Issues and Limitations
Best Practices
Data Volume Recommendations
Depot Service Management
Depot Queue
Depot Process
Depot Queue for Administrators
Access and Permissions for Depot Queue
Creating a Depot Location
Creating a Depot Workstation
Assigning Service Team and Technician to a Depot Location
Creating Depot Repair Work Order
Depot Management Rules
Viewing Depot Management Rules
Creating Depot Rules
Editing Depot Rules
Deleting Depot Rules
Depot Queue for End Users
Viewing the Depot Queue
Customizing Depot Queue Columns
Assigning or Self-Assigning Queue Items
Modifying Work Station or Target Date of Queue Items
Performing Search and Applying Advanced Filters
Viewing Depot Queue Item History
Remote Triage
Remote Triage for Administrators
Package Installation
Workflow
Configuration
Configuration Settings
URL-Based SFM Custom Action Configuration for Case
URL-Based SFM Custom Action Configuration for Work Order
Parts Catalog Setup
Configuring Resolution Information Sent to Remote Triage on Work Order Closure
Configuring Filtration of Work Detail Lines in Work Orders
Remote Triage for End Users
Performing Investigation from Case
Creating Work Order from Aquant Case
Continuing the Investigation from Work Order
Resources
Data Model
Release Compatibility Matrix
Remote Triage from Customer Community
Mobile Applications and Connected Field Service
Go
Go Architecture
Go App Layouts
Key Features of the Go App
System Requirements
Feature Comparison Matrix
Go for Administrators
Configuration Settings
Managing Access and Permissions
Enabling API for Technician Profile
Creating Custom Settings for ServiceMax Go
Data Download
Data and Configuration Considerations
Language and Locale Support
Mobile Console Configuration
Prerequisites
Logging in to Console
Insights
Global Settings Manager
Group Settings Manager
Enabling Events Outside the Configured Event Window
Configuring Appointment Color
Configuring Appointment Title and Description
Configuring Appointment View
Configuring Appointment Status
Enabling and Configuring Edit Event Process
Configuring Section Visibility in Checklist
Configuring the Dismiss All Option for Warning Messages
Configuring Feedback Option
Configuring Location Tracking for Engage
Configuring Field Inventory
Configuring Timesheet Refresh
Configuring Zinc
Managing Prerequisites for Knowledge Article Settings
Configuring Knowledge General Settings
Configuring Knowledge Article in an SFM
Configuring Barcode or QR Code Scan
Adding Objects to the Scan Section
Logging out of Console
Core Features Configuration for Go
Calendar
Re-arranging Navigation Tabs
Configuring Appointment Colour by Work Order Status
Configuring Appointment View
Configuring the Create Event Button
SFM
Configuring Sub-Title on View SFMs
Configuring Online Search for Child Lines
SFM Literals
Deleting Child Records Without Platform Permission
Sorting SFM Search Results
Enabling Sync Type Configuration per SFM
Displaying SFM Header and Child Sections Based on Display Criteria
Zinc Hotline
Price Calculation
Prerequisites for Price Calculation
Recommendations for Price Calculation
Attachments
Configuring Files Download Criteria
Configuring Attachment Metadata Download
Output Documents
Generating Output Documents on ServiceMax Go
Enabling Output Document Generation on Server
Enabling Salesforce Files
Customizing Output Document Naming Convention
Configuring Page Numbers and Margins
Checklists
Configuring Checklist
Additional Features of Checklists
Skip Printing Unanswered Questions
Configuring Sync on Submit
Custom Actions
URL
Web Service
App-to-App Communication
Sending Go App Data to Third-Party App
Receiving Data from Third-Party App to Go App
Mobile Activity Space
Creating MAS Package
API: $db.get
API: $deepLink
API: $log
API: $getInitParams
API: $fetch
API: getPicklistValues({ recordId, fieldApiName })
Setting up Environment Using Sample Project
Creating MAS Custom Action
Creating Wizard Step for MAS
Configuring Display Screens for MAS
Configuring Target Attributes to Launch MAS Links
Email
Formulas
Deep Links
Custom JavaScript Code Snippet
Disabling Real-Time Data Validation
Service History
Location Tracking
Overriding Default Location Tracking Behavior
Storing of Location Coordinates
Service Flow Automation
Push Notifications
Prerequisites for Push and SMS Notification
Sample code for Push Notifications on Custom Objects
Configuring SFA for Push Notification
Managing SFA for Push Notification
Recommendations for Push Notifications
Local Notifications
SFA Configuration for Local Notification
Geofence For Events
Recommendations for Local Notification
SMS Notifications
SFA Configuration for SMS Notification
Recommendations for SMS Configuration
Zinc Notification
SFA Configuration for Zinc Notification
Mobile Timesheet
Prerequisites for Mobile Timesheets
Download Timesheet on Mobile Device
Enable Timesheets on Mobile Device
Review and Validate Timesheet using JS Code Snippet
Installed Base
IB Server-side Configurations
IB Data Download
Configuring Pre-Downloaded IB and Locations in the Tree
Sync Configuration
Sync Gateway
Full Sync
Smart Sync
Drip Feed
Event Criteria
Go for Technicians
Installing Go
Installing Non-Store Builds for Windows Go App
Automated Installation Using PowerShell
Manual Installation Using Bundled Package
Logging in to the App
Advanced Settings
Choosing Connection Host
Custom Domain Settings
Sync Gateway Settings
Send Feedback
Sending User Feedback
Invalid Session
Navigation Menu
App Settings
General Settings
Notification Sound
Sync Settings
Notifications
Managing Notifications
Inventory
Advanced Settings
About ServiceMax Go
Help
Sign Out of ServiceMax Go
Integrating Zinc
Managing Field Inventory
Viewing Recently Viewed Products or Stocks
Viewing Product Catalog
Parts Browse Filter Options
Parts Results List Filter Options
Product Catalog Part Information
Viewing My Stock
Part Location Information on Map
My Stock Filter Options
My Stock Part Information
Searching for Parts
Searching for Parts by Keywords
Searching for Parts by Barcodes
Applying Filters in Part Lookup
Managing Transfer Requests
Creating and Sending Transfer Request
Viewing Transfer Requests
Responding to a Transfer Request Sent
Responding to a Transfer Request Received
Starting the Transfer of Parts
Confirming and Completing the Transfer
Work Orders Events and Records
Calendar
Appointments
Day View
Week View
Appointment Details
Agenda View
Map View
Viewing Route for the Day's Appointments
Accessing Work Order Appointment
Driving to the Work Order Location
Re-Scheduling an Event
Editing an Event
Task Management
Viewing the List of Tasks for a Service Product
Working on an Assigned Task towards Completion
Uploading an Attachment to the Task
Updating an Attachment Uploaded to a Task
Deleting an Attachment Uploaded to a Task
Adding a Comment or Note to the Task
Viewing Work Order Details from a Task or Task List
Viewing Installed Product Details from a Task or Task List
Generating PDF Output from a Task
Updating a Work Order or Installed Product from a Task
Task Management FAQ
Explore
Search Results
Viewing Object View in Search Result
Viewing Nearby Records in Map View
Downloading Records on Demand
Recents
Work Order Actions
Viewing Records
Keyboard Interactions
Viewing Service History
Hiding or Displaying Inactive SFM Wizard Steps on Actions Menu
Searching for SFM Wizard Steps in Actions Menu
Creating Records
Creating Header Records
Editing Header Records
Creating Child Records
Editing Child Records
Adding Work Detail Lines
Selecting All Items on Multi-Select Lookup or Multi-Picklist
Applying Filters in Lookup Fields
Editing Multiple Child Records
Using DateTime Field
Deleting Child Records
Deleting Multiple Child Records
Cloning Child Lines
Opening URL Using Configured Custom Button
Data Validation
Dismissing All Warning Messages at Once
Output Documents
Generating Service Report
Checking PDF Generation Status
Capturing Signature
Printing Output Document
Salesforce Files Support
Attachments
Viewing Attachments in Header Record
Adding Attachments to Header Record
Applying Image Compression for Attachments
Deleting Attachments from Header Record
Adding Multiple Attachments to Header Record
Viewing, Adding, and Editing Attachments in Child Records
Checklists
Checklist Section Responses
Adding Responses with All Sections Visible
Adding Responses with One Section Visible at a Time
Editing Checklist Responses
Checklist Response Types
Viewing Checklist
Checklist Responses in Output Documents
Custom Actions
Launching a URL
Launching a Web Service
Launching App-to-App
Launching MAS
Launching Email
Sending Email with Attachments
Price Calculation
Retrieving Pricing Data
Initiating Price Calculation
Entering Discounts Manually for Work Order Line Items
Background SFM
Invoking a Linked SFM
Push Notifications
Mobile Timesheets
Accessing Mobile Timesheet
Viewing Time Entries
Updating Mobile Timesheet
Refreshing Timesheet On-Demand
Create and Edit Timesheet
Creating Non-Work Order Time Entry
Creating Non-WO Time Entry with Gap Detection
Editing Non-Work Order Time Entry
Deleting Non-Work Order Time Entry
Creating Non-Work Order Time Entry using SFM
Editing Non-Work Order Time Entry using SFM
Data Validation Rules
Sync and Purge the Timesheet
Review and Validate Timesheet during Submission
Scanning Barcodes and QR Codes
Issue Report and Feedback
Submitting Report from Work Order
Submitting Report from Installed Product
Viewing Reports from Recents Screen
Uploading Attachments to the Report
Updating an Attachment from Issue Report
Deleting an Attachment from Issue Report
Installed Base
Opening Tree View
Recursively Download IB Records
Refresh and Sync Option
Editing the IB Header Record from IB Tree
Adding Attributes
Files Section
Adding Files
Deleting Files
Sync Operations
Performing Initial Sync
Performing Data Sync
Scheduled Data Sync
Performing Config Sync
Resetting the Go App
Performing Data Purge
Removed Data by Purge
Sync Conflict Resolution
Viewing Conflicts
Conflict Resolution
Update Conflict
Insert Error
Update Error
Delete Error
Embedded Zinc
Accessing Zinc
Launching Record-Specific Conversation
Zinc Message Notifications
Important Considerations
FAQ and Troubleshooting
Engage
System Requirements
Language Support
Deploying Engage
Requirements
Prerequisites to Installing Engage
Installing Engage Extension Package
Upgrading Engage Extension Package
Configuring Engage Admin UI
Deep Links
Sharing Rules and Permissions
Sharing Files with your Customers
Adding Permission Sets
Additional Configuration
Activating Triggered Flow
Configuring Appointment Access
Migrating Engage Using ServiceMax Migration Tool
Engage Walkthrough
Admin Guide
Global Settings
Notifications Setup
Translations
Configuring Messages
Triggering Push Notifications
Creating a Message
Viewing a Message
Editing a Message
Deleting a message
Creating a Translation
Environments
Troubleshooting
Post Install or Upgrade
Push Notification
Sharing Settings
Engage Login
Mobile App Settings
Branding
Configuring Welcome Message
Uploading Logo
Customizing the Colors
Home
Defining Chart Type for a Report
Asset
Action Area
Details
Records
Properties
Location
Action Area
Details
Records
Request
Creating Technician Visit
Creating Data Update
Creating Custom Requests
Editing a Custom Request
Archiving a Custom Request
Cloning a Custom Request
Deleting a Custom Request
Remote Support
Settings
Feature Preferences
User Guide
Engage Mobile App Walkthrough
Installing the App
Logging in to the Engage App
Navigation Menu
Overview
Appointments
Appointment Details Screen
Add Appointment to Calendar
Multi-Day and All-Day Appointments
Cancel Appointment
Quick Links
Finding Assets
Submitting a Request
Creating Request for Data Update
Creating Request for Technician Visit
Asset Spotlight
Recent Activity
Assets
Searching Assets
Browsing Assets
Searching Assets Based on Location
Viewing the Asset Details Screen
Viewing the Location Details Screen
Creating Technician Request Visit for Location
Creating Data Update Request from Location
Viewing Tagged Assets
Submitting Asset Feedback
Requests
Searching Customer Requests
Viewing Request Screen
Notifications
Settings
About Engage
Notifications
Help and Feedback
Accessing Help Portal
Sending App Log
Enabling App Analytics
Sending Feedback
Logging Out of the App
Zinc
Zinc for Field Service Teams
About This Guide
Related Documentation
System Requirements
Getting Started With Zinc
Downloading Zinc Apps
Troubleshooting Zinc Desktop for Windows Installation
Signing Into Zinc
Working With the Zinc UI
Features and Options
Personalizing Zinc
Adding or Updating Your Profile Photo
Creating Status Messages
Enabling Notifications
Using Do-Not-Disturb
Enabling High-Visibility Notifications Mode
Enabling Hands-Free Mode
Viewing Contact Information
Working With Messages
Creating New Conversations
Editing Messages
Deleting Messages
Searching for Messages
Muting Conversations
Archiving Conversations
Exporting Conversations
Sending Photos and Videos
Sending Files
Using Conversation Galleries
Using Hands-Free Mode
About ServiceMax and Salesforce Connected Conversations
Connecting to ServiceMax
Creating Conversations About ServiceMax and Salesforce Objects
Working With Voice and Video Calls
Making One-on-One Voice and Video Calls
Starting or Joining Group Voice and Video Calls
About Broadcasts
Working With Broadcasts
About Groups
Working With Groups
Creating Group Conversations
Naming Groups
Adding Members to Groups
Inviting Others to Groups
Inviting Guest Users to Group Conversations
Working With Hotline Groups
Using Hotline Groups
Searching for Hotline Requests
Handling Hotline Requests
Transferring Hotline Requests
Completing Hotline Requests
Viewing Request Details
Zinc for Administrators
About This Guide
Related Documentation
System Requirements
About Zinc Administration
Working With the Administrative Console
About Admin Tiers and Permissions
Granting Admin Privileges
Modifying Admin Privileges
Revoking Admin Privileges
Configuring Guest User Terms and Conditions
Granting Host Permissions
About Organizations
Creating New Organizations
Managing Org Settings
Working With Users in Organizations
Adding Users to Organizations
Resending or Revoking User Invitations
Removing Users From Organizations
About User Profiles
Working With User Properties
Defining Custom User Properties
Updating User Properties
About Group Management
Creating Official Groups
Managing Groups Settings
Managing Official Group Membership
Organizing Official Groups
Assigning Admins to Folders or Groups
Revoking Admin Access to Folders or Groups
Creating Hotline Groups
Defining Hotline Automation Rules
Configuring Hotline Chatbots
About Broadcast Management
Enabling All Organization Access
Creating and Editing Broadcast Lists
Sending Broadcasts
Managing Previous Broadcasts
Managing Settings
About Bots
Creating a Bot
Working With Zinc Analytics
Zinc System Status Monitoring
Zinc for Integrators
About This Guide
System Requirements
Related Documentation
About Zinc Integration
Zinc Implementation Planning
Zinc Configuration Options
About User and Group Integration
Azure Active Directory User and Group Sync Configuration
Creating a Zinc Enterprise Application
Configuring Zinc Enterprise Application Settings
Mapping User and Group Attributes
Configuring User and Group Filtering
Defining Sync Filters
Assigning Users and Groups to the Application
Starting and Monitoring Automated Provisioning
Troubleshooting Azure Active Directory Sync
Okta Active Directory User and Group Sync Configuration
Configuring Active Directory Sync With Okta
Troubleshooting Okta Active Directory Sync
Single Sign-On Configuration Overview
About Single Sign-On Implementation
Configuring Single Sign-On
About ServiceMax Integration
Configuring Zinc for ServiceMax
Embedded Zinc Configuration
Configuring Custom Fields and Visualforce Pages
Adding Zinc to Your Salesforce Layouts
Hotline Link Configuration
Creating Custom Fields for Hotline Links
Configuring SFM Custom Actions for Hotline Links
Creating an SFM Wizard for Hotline Links
Finding Hotline Addresses
Configuring Hotline Routing
Using Conversation Deep Links
Working With the Zinc APIs
Messaging API
Working With Zinc Message Cards
Creating Zinc Message Cards
User Properties Import API
Analytics
Service Performance Metrics
SPM Configuration for Administrators
Service Performance Metrics Overview
Feature Scope
Getting Started
Configuration
Service Performance Metrics Setup Screen
Business Process Config tab - Service Performance Metrics Setup Screen
Metrics tab - Service Performance Metrics Setup Screen
General - Metric Definition Tab
General – Settings Tab
First Time Fix
Contract Up Time
Mean Time To Repair
Attach Rate
Mean Time To Complete
Average Response Time
Utilization
Repeat Visit
Mean Time Between Failures
General - Criteria Tab
Schedule & Notifications Tab
Configuration Settings
Common > Global Settings
Service Performance Metrics > SPM Configuration
Reports & Dashboards
SCON Scheduler for SPM records creation engine
SPM Engine Execution
Monitor Job Execution Status
First Time Fix (FTF)
Business Context
Configuration Setup
Optional Customizations and Configurations
Qualifying Criteria
High-level Work Flow
SPM Configuration
Configuring Reports & Dashboards
OOTB Reports and Dashboard
Custom Reports and Dashboard
Business Data Generation
Metric Data Generation
Metrics Calculation
Source Records
Target Records
Reporting
Mean Time To Repair (MTTR)
Business Context
Configuration Setup MTTR
Optional Customizations and Configurations
Qualifying Criteria
High-level Work Flow
Configuring Reports & Dashboards
Custom Reports and Dashboard
OOTB Reports and Dashboard
SPM Configuration
Business Data Generation
Metric Data Generation
Metrics Calculation
Source Records
Target Records
Contract Up Time
Business Context for Contract Up time
Configuration Setup (Contract Up Time)
Optional Customizations and Configurations (Contract Up Time)
High-level Work Flow (Contract Up Time)
Qualifying Criteria (Contract Up Time)
SPM Configuration (Contract Up Time)
Configuring Reports & Dashboards (Contract Up Time)
OOTB Reports and Dashboard (Contract Up Time)
Custom Reports and Dashboard (Contract Up Time)
Business Data Generation for Contract Up Time
Metric Data Generation (Contract Up Time)
Metrics Calculation
Source Records
Target records
Reporting
Attach Rate
Business Context
Configuration Setup
Optional Customizations and Configurations
Qualifying Criteria
High-level Work Flow
SPM Configuration
Configuring Reports & Dashboards
Custom Reports and Dashboard
OOTB Reports and Dashboard
Business Data Generation
Metric Data Generation
Metrics Calculation
Source Records
Target Records
Reporting
Mean Time To Complete (MTTC)
Business Context
Configuration Setup
Optional Customizations and Configurations
Qualifying Criteria
High-level Work Flow
SPM Configuration
Configuring Reports & Dashboards
OOTB Reports and Dashboard
Custom Reports and Dashboard
Business Data Generation
Metric Data Generation
Metrics Calculation
Source records
Target records
Reporting
Average Response Time (ART)
Business Context
Configuration Setup
Optional Customizations and Configurations
Qualifying Criteria
High-level Work Flow
SPM Configuration
Configuring Reports & Dashboards
OOTB Reports and Dashboard
Custom Reports and Dashboard
Business Data Generation
Metric Data Generation
Metrics Calculation
Source records
Target records
Reporting
Utilization
Business Context
Configuration Setup
Optional Customizations and Configurations
Qualifying Criteria
High-level Work Flow
SPM Configuration
Configuring Reports & Dashboards
OOTB Reports and Dashboard
Custom Reports and Dashboard
Business Data Generation
Metric Data Generation
Metrics Calculation
Source records
Target records
Reporting
Repeat Visit
Business Context
Configuration Setup
Optional Customizations and Configurations
Qualifying Criteria
High-level Work Flow
SPM Configuration
Configuring Reports & Dashboards
OOTB Reports and Dashboard
Custom Reports and Dashboard
Business Data Generation
Metric Data Generation
Metrics Calculation
Source Records
Target Records
Reporting
Mean Time Between Failures (MTBF)
Business Context
Configuration Setup
Qualifying Criteria
High-level Work Flow
Optional Customizations and Configurations
Configuring Reports & Dashboards
Custom Reports and Dashboard
OOTB Reports and Dashboard
SPM Configuration
Configuring SPM Metric Setup page for Single or Multiple MTBF
Business Data Generation
Metrics Calculation
Source Records
Target Records
Metric Data Generation
Reporting
Account Summary
Business Context
Configuration Setup
Optional Customizations and Configurations
SPM Configuration
Configuring Reports & Dashboards
OOTB Reports and Dashboard
Custom Reports and Dashboard
Business Data Generation
Metric Data Generation
Metrics Calculation
Source Records
Target Records
Reporting
Top Level Summary
Business Context
Configuration Setup
Optional Customizations and Configurations
SPM Configuration
Configuring Reports & Dashboards
OOTB Reports and Dashboard
Custom Reports and Dashboard
Business Data Generation
Metric Data Generation
Metrics Calculation
Source Records
Data Model Details
Performance Considerations and Data Management
Technical Context
Schedule Optimization Metrics
Feature Scope
Business Context
Getting Started
Configuration
Schedule Optimization Metrics Setup Screen
Settings Tab
Execution Tab
Purge Tab
Reports and Dashboards
Technician Utilization
Business Data Generation
Metric Data Generation
Metrics Calculation
SPM Schedule Technician Utilization Constraints
SPM Scheduling Technician Utilization
Reporting
Drive Time
Business Data Generation
Metric Data Generation
Metrics Calculation
SPM Schedule Tech Utilization Constraints
SPM Scheduling Technician Utilization
Reporting
SLA and Skill Violation Metrics
Business Data Generation
Metric Data Generation
Metrics Calculation
Reporting
Data Model Details
Technical Context
Dashboards and Reports
Custom Report Types
ServiceMax Finance Reports
ServiceMax Parts and Inventory Reports
ServiceMax Product Quality Reports
ServiceMax Productivity Reports
ServiceMax Warranty/Svc Reports
ServiceMax Work Order Management Reports
Sync Reports for ServiceMax Mobile Apps
SPM Reports and Dashboards
ServiceMax Dashboards
Service Analytics for Core
Configuring Service Analytics Dashboards
Installing Service Analytics Package
Enabling CRM Analytics
Assigning Permission Sets for CRM Analytics
Creating Service Analytics App to View Dashboards
Scheduling Run for Service Analytics Dashboard Components
Service Analytics Dashboards
Cost To Serve Dashboard Information
Service Profitability Dashboard Information
Contract Insights Dashboard Information
Account Attach Rate Dashboard Information
Commercial Insights Dashboard Information
Operational Insights Dashboard Information
Assets Performance Indicators Dashboard Information
Accessing Dashboards Related to Service Analytics
Adding Attach Rate Dashboard to Account Record
Adding Contract Insights Dashboard to Contract Record
Adding Commercial Insights Dashboard to Installed Product Record
Adding Operational Insights Dashboard to Installed Product Record
Editing Service Analytics Dashboards
ServiceMax AI
ServiceMax AI for Administrators
Installing the ServiceMax AI Package
Providing Access and Permissions
Access and Permissions for Community Users
Configuring ServiceMax Data Sources
Adding Instructions for Data Sources
Managing ServiceMax Data Sources
Setting up ServiceMax AI Agents
Configuring Asset Service History
Configuring Schedule Management
Configuring Knowledge Access Settings
Configuring AI Actions
Adding AI Action SFM Wizard Step
Managing ServiceMax AI Chat
Configuring Zinc Hotline Summaries
ServiceMax AI for End Users
Using ServiceMax AI Chat in Go
Using AI Actions
Using ServiceMax AI Bot in Zinc
Integrations
IoT — Connected Field Service
How It Works
IoT Setup for Administrators
Configuring IoT Events
Map to Apex
Understanding Payload Structure for Standard Events
CreateCase
CreateWorkOrder
CreateServiceRequest
SaveTechnicalAttributes
UpdateTechnicalAttributes
APMCreateServiceRequest
Map to Object
Understanding Payload Structure for Custom Events
Installed Product Lookup
Custom Events Using Custom Webservice
Data Model and Access Permissions
Using IoT Events
Event Traceability
Error Handling
Sample Creating a Service Request
IoT Setup for Administrators in 23.2
Configuring IoT Events in 23.2
Installed Product Lookup in 23.2
PLM — Issue Report and Feedback
Issue Report and Feedback for Administrators
Custom Action for Issue Report and Feedback
Enabling Report Issue Custom Action
Issue Report and Feedback for End-Users
Launching Issue Report and Feedback
Uploading Attachments to Issue Report and Feedback
ACD Integration
SFM Custom Action to Navigate from ServiceMax to ACD
Configuring Custom URL
ACD Supported Parameters for Custom URL
Creating SFM Wizard Step for Mobile
Accessing ACD through SFM Custom Action
Authentication Method for Integration
SSO using Salesforce as the Identity Provider
Enable Identity Provider in Salesforce
Creating Connected Application
Configuring Arbortext for Salesforce IdP
SSO using PingFederate as the Identity Provider
Creating Password Credential Validator
Creating PingFederate IdP Adapter
Creating Service Provider Connection
Creating Arbortext User
Creating SAML Single Sign-On Setting in Salesforce
Field Stock Optimization
Functional Requirements
Creating Flows
Resources
Special Consideration
Creating a Login Flow to Display Banner
Personal Identity Verification Authentication
Certificate-Based Authentication
Smart Card Integration
Multi-Factor Authentication
LDAP and Active Directory Integration
Secure APIs and Protocols
Role-Based Access Control
Logging and Monitoring
Release Compatibility Matrix
Feature Comparison Matrix
Upgrade Considerations
Upgrade Considerations for 24.1
Upgrade Considerations for 23.2
Upgrade Process
Migrating Deprecated VF Pages
Deprecated VisualForce Pages in ServiceMax Package
Deleted Classes from ServiceMax Package
Static Resource Limit
Static Resource Cleanup
Static Resource Cleanup in 24.1
Upgrade Considerations for ServiceMax Configurator
Upgrade Considerations for Field Change Order
Upgrade Considerations for Schedule Optimization
Custom Buttons with Lightning Experience
ServiceMax Tools
ServiceMax Migration Tool
Access and Permissions
Compatibility
Configuration Items Supported for Migration
Core Dependent Items
Engage Configurations
DataGuide Configurations
AI Configurations
Migrating Configuration Items Using the Tool
Pre-migration Actions
Data Model
Selecting Configurations for Migration
Validation Result
Validation
Migration or Import
Migrating Configuration Items
Review Validation Results
Validation Considerations
Mobile Configurations
Profile Assignments
Technical Attribute Templates
SFM Wizard Layouts
SFM App Permissions
Scheduling Configuration Items
Timesheet Profile Assignments
PM Plan Templates
SLA Terms
SFM Transactions
Timeline Configurations
Service Performance Metrics
Engage Configurations
DataGuide Configurations
AI Configurations
Post-Migration Actions
Migration Types
Direct Migration
Importing from File
Exporting to File
Checklist Import and Export
Exporting Checklists
Importing Checklists
Limitations of Checklist Import/Export
Viewing the Migration Summary
Audit Trail File
Basic Information
Migrated Items
View ServiceMax Configuration Changes Object
Best Practices for Migration Tool
Known Issues/Limitations
Troubleshooting
SF Command Plugins for Migration
Installing the SF Command Plugins
Using the Retrieve Command
Using the Validate Command
Using the Deploy Command
QuickBooks Export
Data Model – Key Details
Access and Permissions
Configuration
Exporting to QuickBooks
Performance Benchmarking Results
SFM Delivery — Performance Benchmarking
Data Volume — SFM Delivery
SFM Delivery — Performance Benchmarking in 24.1
SFM Delivery — Performance Benchmarking in 23.2
Troubleshooting Tips
Tips for Troubleshooting- QuickBooks
Troubleshooting Configuration Issues
Troubleshooting: Installation Issues
Troubleshooting: SFM Delivery
Troubleshooting: Migration Tool
Troubleshooting: Dispatch and Scheduling
Troubleshooting: Schedule Optimization
Troubleshooting: SFM Designer
Error Message about Inaccessible Objects/Fields is Displayed on Selecting a Custom SFM Transaction
Source Object Update does not Work for Some Fields
Error Message about Inaccessible Objects/Fields is Displayed on Selecting a Custom Field
On the SFM List/Landing page, Quick Find Search Results does not List any SFM Transaction, even though the Transaction Exist
The Lookup Field on SFM Delivery Page Displays the Salesforce Id instead of the Name Field Value
Permission Issue for Lookup in SFM
Resolving Field Tracking Visibility Issue
Custom Action to open a VF Page Displays URL No Longer Exists
Heap Size Error When Accessing an SFM
Hiding SFM Transaction based on Profile
Troubleshooting: Output Documents
Image Not Displaying for the Checkbox Field
Long Text Field Data Display Issue in Output Document
Missing Standard ServiceMax Functions on Sandbox Refresh
Troubleshooting: Scheduled SFM
Troubleshooting: Contracts, Warranties, and Entitlements
Troubleshooting: Timesheets
Retrospective Timesheet Records
Troubleshooting: Mobile Configuration
Login-related Errors
Initial Sync Issues
Incremental Sync Issues
SFM Issues
Mobile Configuration
Other Issues
Troubleshooting: Preventive Maintenance
Frequently Asked Questions
FAQ: Setup
FAQ: Dispatch Console
FAQ: SFM Delivery
FAQ: SFM Designer
FAQ: Smart Doc
FAQ- Custom Code Snippet
FAQ: Mobile App Configuration
Known Issues/ Limitations
Known Issues/ Limitations: Depot Queue
Known Issues/Limitations- ServiceMax Configuration
Known Issues/ Limitations: Migration Tool
Known Issues/ Limitations: Dispatch Console
Known Issues / Limitations: TimeSheets
Known Issues/ Limitations: SFM
Known Issues and Limitations: SFM Delivery
Known Issues and Limitations: SFM Delivery in 23.2
Known Issues / Limitations: SFM Search
Known Issues / Limitations: Scheduled SFM
Known Issues / Limitations: Checklist
Known Issues/Limitations: SPM
Known Issues/Limitations: Mobile App Configuration
Known Issues and Limitations - Checklist Designer
Known Issues/ Limitations: Translation Workbench
Known Issues/ Limitations-SFA
Known Issues/ Limitations- Service Teams
Known Issues and Limitations: Schedule Optimization
Known Issues/Limitations: SFM Transactions Designer
Known Issues/Limitations - Output Documents
Online Help Downloads
Data Model
Object Relationship Diagrams
Installed Product, Locations, and Product Warranty
Parts Order (RMA and Shipment Order)
Work Order
Case
Service Organization
Service Plan
Service Contract
Preventive Maintenance Template and Plan
Proforma Invoice
Checklist
Timesheet
Timesheet in 23.2
Field Change Order
Field Change Order in 24.1
Investigations
Issue Report and Feedback
Complex Work Execution
Part Usage
Depot Service
Data Dictionary
A
Account
Activity
Activity Master
Activity Product
Allocated Stock
AI Config Data
AI Config Data Assignment
AI Config Data Details
Applicable Product
Appointment Status
Appointment Window
Attributes Template
Available Service
B
Batch/Lot
Batch/Lot Master
Booking Window
C
Case
Case Line
Checklist
Checklist Attachment
Change Order
Change Order in 24.1
Change Order Criteria
Change Order Log
Change Order Line
Change Order Line in 24.1
Change Order Required Parts
Counter Detail
Checklist Result
Connected Service Tip
Counter Rollup
Covered Location
Covered Product
Crew
Crew Resource
Custom Coverage
D
Dependency Management
Depot Process Assignment
Depot Queue Item
Depot Queue Item History
Dispatcher Access
Down Time
E
Engine Execution Tracking
Entitled Contact
Event
Expense Pricing
Expertise
I
IB Attributes Template Instance
IB Part Activity
IB Technical Attribute
IB Time Card
Included Service
Installed Base Notification
Installed Product
Investigation
Investigation Observation
Investigation Root Cause
Investigation Solution
Investigation Solution Product
L
Labor Pricing
Location
Location in 24.1
Location Covered
Location Covered in 24.1
M
Mileage Tier
O
Observation
Overnight Stay Policy
Opportunity Product
Opportunity
Optimizer Transaction
P
PM Applicable Product
PM History
PM Offering
PM Plan Template
PM Schedule
PM Schedule Definition
PM Schedule Definition in 24.1
PM Schedule Template
PM Schedule Template in 24.1
Part Usage Transaction
Parts Discount
Parts Order
Parts Order Line
Parts Pricing
Parts Request
Parts Request Line
Preventive Maintenance Coverage
Preventive Maintenance Plan
Price Book
Pricing Rule
Process Bottleneck
Product
Product Configuration
Product Replacement
Product Serviced
Product Stock
Product Structure
Product Warranty
Proforma Invoice
Proforma Invoice Detail
Proforma Invoice Line
Q
Quote Item
R
Recommended Part
Required Part
Root Cause
Route Card
Route Stop
S
Scheduler Log
Scheduling Event Summary
Scheduling Job Summary
Scheduling Violation
SFM Event
SLA Detail
SLA Terms
SPM Account Summary
SPM Scheduling Technician Utilization
SPM Scheduling Technician Utilization Constraints
SPM – Attach Rate
SPM – Average Response Time
SPM – Contract Up Time
SPM – First Time Fix
SPM – Mean Time Between Failure
SPM – Mean Time To Complete
SPM – Mean Time to Repair
SPM – Repeat Visit
SPM – Top Level Summary
SPM - Utilization
SPM - Down Time Detail
Service Offering
Service Plan
Service Pricebook
Service Pricebook Entry
Service Product
Service Quote
Service Request
Service Team
Service Task
Service Task History
Service Zone
Service/Maintenance Contract
Service/Maintenance History
ServiceMax Event
ServiceMax Job
ServiceMax Job Log
ServiceMax Job Stats
ServiceMax Job Stats in 23.2
Service Tip
Shift Segment
Skill
Solution
Stock Adjustment
Stocked Serial/Batch Detail
Stock History
Stock History in 24.1
Stock Transfer
Stock Transfer Line
Sub Location
T
TA Picklist Definition
Task Template
Team Labor Cost
Technician/Equipment
Territory
Territory Coverage
Tiered Pricing
Tier Usage
Time Entry
Time Tracker
Timesheet
Timesheet in 23.2
Timesheet Daily Summary
Travel Policy
U
User
User Message
W
Warranty Terms
Workstation
Work Detail
Work Order
Work Order in 24.1
Work Order Dependency
Work Plan
Work Plan Assignment
Work Plan Association
Work Plan Part
Work Plan Task
Z
Zone Pricing
Objects
Account/Company
Contact
Product
Custom Product Fields
Creating Part List for a Product
Location
Access and Permissions
Location Fields
Validating Location Address
Installed Product
Installed Product Access and Permissions
Installed Product Fields
Building Installed Product Hierarchy
Creating a Child Installed Product from a Parent
Validating Installed Product Address
Capturing Counter Reading
Creating a Case from Installed Product
Creating a Work Order from Installed Product
Installed Product Configuration
Booking Windows
Access and Permissions
Booking Windows Fields
Returned Material Authorization
RMA Access and Permissions
RMA Fields
RMA Line Fields
Adding Products to RMA
Single-line Entry
Multi-line Entry
Processing/Completing an RMA
Processing an Individual RMA Item
Processing All of an RMA’s Items at Once
Processing Receipts for RMA
Create Linked Shipment from RMA
Case
Case Access and Permissions
Custom Case Fields
Creating RMA from Case
Creating Shipment from Case
Creating Work Order from Case
View/Manage SLA Clocks on Case
Pausing the SLA Clock
Resuming the SLA Clock
Setting SLA Time Commitments
Select Booking Window Slots
Shipment Order
Shipment Order Access and Permissions
Shipment Order Fields
Shipment Order Line Fields
Adding Products to a Shipment Order
Single-line Entry
Multi-line Entry
Processing a Shipment Order with No Inventory Updates
Processing Individual Shipment Order Items
Processing an Entire Shipment Order with One Click
Processing an Entire Shipment Order with Ship Quantity
Processing a Shipment with Inventory Updates
Canceling a Shipment Order
Work Order Execution
Work Order Access and Permissions
Work Order Fields
View and Manage SLA Clocks on a Work Order
Pausing the SLA Clock
Resuming the SLA Clock
Setting the SLA Time Commitments
Multiple SLAs and Entitlement
Interactive Entitlement
Auto-Entitlement
Dispatching a Work Order
Create an RMA from a Work Order
Work Order Estimate Fields
Work Order Request/Receipt Fields
Work Order Usage/Consumption Fields
Adding Work Details to a Work Order
Single-Line Entry
Multi-Line Entry
Creating Usage Lines From Estimates
Creating Quotations from a Work Order
Canceling All Parts Requests in a Work Order
Stock Lookup in a Work Order
Create Shipment Orders from a Work Order
Processing Receipts in a Work Order
Process Bottlenecks in a Work Order
Process Bottlenecks Fields
Adding Process Bottlenecks to a Work Order
Editing Process Bottlenecks in a Work Order
Deleting a Process Bottleneck from a Work Order
Closing a Work Order
Printing a Service Report from Closure Information
Posting Usage/Consumption to Inventory
Creating a Proforma Invoice
Canceling a Proforma Invoice
Service Quote
Service Quote Access and Permissions
Service Quote Fields
Quote Item Fields
Adding Items to a Quote
Single-line Entry
Multi-line Entry
Parts Request
Parts Request Access and Permissions
Parts Request Fields
Parts Request Line
Parts Request Line Fields
Adding Lines to Parts Request
Single-line Entry
Multi-line Entry
Editing Lines in a Parts Request
Finding Stock in a Parts Request Line
Creating a Shipment Order from a Parts Request
Processing Receipts in a Parts Request
Canceling a Parts Request
Stock Transfer
Stock Transfer Access and Permissions
Stock Transfer Fields
Stock Transfer Lines
Stock Transfer Line Fields
Stock Adjustment
Stock Adjustment Access and Permissions
Stock Adjustment Fields
Opportunity Product
Opportunity
Trigger Dictionary
Trigger Dictionary in 24.1
Trigger Dictionary in 23.2
Help Resources
About ServiceMax
Help Resources
MajorReleases-300A30BA
PatchReleases-300B2ABB
ServiceMaxAI-7EBFC732
ScheduleOptimization-0F05DC91
InstalledBaseTimelineUseCases-0E97F570
AutoEntitlementRulesForCase-04C9E772
AutoEntitlementRulesForWorkOrder-04C9ECD9
SettingUpServiceTeamsAndMembers-0448B81F
SettingUpEquipment-0448C05E
SettingUpThird-PartyTechnicians-04489DE8
TechnicianOrEquipmentAvailability-0448A6E9
ConfiguringPreferredDatesAsHardCons-0E85BE7B
UseCase-0C5CDB3C
UseExistingCriteria-E1BDA84E
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RecordingPartsUsageInformation-5EBF3E2D
AddingPartsToTheRecommendedPartsLis-5EBF553F
RefreshingTheDepotQueuePage-4517F755
ApplyingAdvancedFiltersOnTheQueueIt-437505B5
Calendar-E13FA25E
SFDCTaskSupport-E13FD9AD
MapFeatures-E13FFCFB
RecentItems-E140293B
Explore-E140661B
Sync-E14083A4
PushNotifications-E140DC90
SFMCustomActions-E14105DC
SFMConfigurations-E1412650
SFMTransactions-E141403D
Child-LineTransactions-E1415647
AttachmentAndFiles-E1418D4D
Picklists-E141A322
LookupConfiguration-E141BCFC
CustomJSSnippetEventSupport-E141D5D1
JSSnippetAPIEndpoints-E141F029
ApexWebServices-E1420742
Literals-E1421E2E
Checklist-E1423AC4
OutputDocuments-E1425277
ClientTools-E1426978
StandardCodeSnippetForGetPrice-E1428251
CollaborationAndTroubleshooting-E1429A47
LocationTracking-E142B18D
ServiceFlowAutomationSFA-E142CC71
NativeDeviceFeatures-E142E9D0
InstalledBase-E1430318
FieldInventory-E1431C3F
MobileTimesheet-E143314C
ServiceBoardIntegrations-E1434879
ZincIntegrations-E143624D
Others-E1437B2A
Activity-E1475BFF
Usage-E147709D
Sync-E1477DCB
EnablingTheKnowledgeAtTheUserLevel-E14E1439
EnablingTheKnowledgeAtTheOrgLevel-E14E2B7D
CreatingADeepLinkOnTheConnectedServ-E14E3ED5
CreatingARichTextAreaFieldOnTheConn-E14E4AB7
CreatingKnowledgeArticleForWorkOrde-E1AD23F1
CreatingConnectedServiceTipForWorkO-E1AD370C
CreatingViewSFMForTheWorkOrderObjec-E1AD4546
CreatingViewSFMForTheKnowledgeObjec-E1AD54DC
MASTroubleshooting-0A9DE858
AssetSpotlight-DFC39823
ServiceRequestFeedback-0BED26AE
EnablingUserAccess-8575500D
AddingDataGuidelines-85758646
EnablingAssetServiceHistory-85759848
EnablingUserAccess-8578FE16
EnablingScheduleManagement-857938A1
ConfiguringTheAppointmentOwner-86F38F53
EnablingUserAccess-8579C3A8
SelectingTheDocumentsAccessibleToSe-8579E077
EnablingKnowledgeAccess-8579F3F4
UsingAIChat-857E7C16
ViewingPastConversationsWithService-857E88C3
ProvidingFeedbackForServiceMaxAICha-857E8F69
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ProductRecordTypes-FCEADD3D
HelpOnHelp-4D717202
UsingTheSalesforceHelpTraining-4D71B1C9
UsingServiceMaxCommunityKitchen-4D71BAAF