Advanced Configuration
Advanced Configuration of ServiceMax comprises setting up ServiceMaxProfiles, Service Flow Manager (SFM) configurations, configuration for mobile apps, various rules and processes related to dispatch, master data related to Service Organization and Pricing. You can configure all of these by launching the configuration screens from the ServiceMax Setup home page.
This article describes briefly how these configuration options are organized in ServiceMax Setup home page, and the purpose of each group of options.
ServiceMax Setup home page link is provided for admin profiles in ServiceMax out of the box. However, if you have enabled Salesforce Lightning UI in your org, you need to do additional configuration to access ServiceMax Setup home page link. For details on how to configure them, refer to
Salesforce Lightning UI – Enabling Custom Links section.
App Administration
The App Administration configuration group contains options related to the general administration of ServiceMax. The configuration options in this group are applicable to features and apps across the ServiceMax Suite.
The App Administration group includes the following options, of which the most commonly used options are Configuration Profiles and Translations:
• Module, the highest level logical grouping of related functionality in ServiceMax.
• Submodule, which refers to a specific functionality within a module.
• Setting, a configurable parameter in a submodule that can influence behavior of the submodule (associated feature) in run time.
• Trigger Controls, which enables the management of triggers which are part of Service Max managed package.
• Configuration Profiles, which represent a collection of values of all the settings and configuration options such as Mobile Configuration, for each ServiceMax users.
• Translations, which enable management of translations for labels and messages configured in SFM Transactions, SFM Wizards, SFM Search, and Inventory Processes.
Service Organization
This configuration group enables setting up of master data that defines how your Service Organization is structured. The structure includes Service Teams and Technicians under each team, Service Territories to which technicians might belong, and the Skills of service teams and individual technicians. Service Team and Territory configuration includes association of dispatchers for each team and territory.
Installed Base and PM
This configuration group consists of the following options:
• Counter Rules, used to manage the definition of counters applicable for different products.
• Task Templates, used when work orders are created during the processing of PM (Preventive Maintenance) Plans.
• PM Processes, used to configure the schedules at which PM Plans must be processed.
• PM Plan Templates, used to create PM Plans.
Dispatch Management
This configuration group includes all the options related to both manual and automated dispatch, as listed below:
• Booking Windows, used to book technician appointments for Cases.
• MTTS Rules and Territory Match Rules, used to determine the service duration and PrimaryTerritory when creating/updating a work order.
• Dispatch Processes, used to determine if a workorder’s dispatch can be handled automatically and find the matching dispatch engine. (Immediate/Schedule Optimization/ServicePower), used when creating or updating the work order.
• Optimization Settings, used to configure the details of dispatch engines (Schedule Optimization/ServicePower).
• Event Hover Rules, Event Subject Rules, Dispatch Console Field Updates, Dispatch Console Views, and Dispatch Console Hovers: Configuration options applicable to manual dispatch using Dispatch Console.
• Technician Eligibility Rules and Skill Match Rules, Used to find the set of eligible technicians and required skill sets for a given work order, both for automatic (Schedule Optimization) and manual (DispatchConsole) dispatch.
Mobile and Offline
This configuration group comprises the following options, to configure all the mobile apps in the ServiceMax Suite:
• Offline Profiles, used to define the configuration and data set for the legacy. Net Offline Client.
• iPad Settings, used to configure the characteristics of the Work Order Summary Report.
• SFM Mobile Permissions, used to configure the View Processes and Standalone Create Processes available for mobile apps, per ServiceMax Group Profile.
• Mobile Configuration, used to define the schedule and scope of data to be synchronized to mobile apps, per ServiceMax Group Profile.
• Notifications, used to configure the real-time notifications to users of iOS mobile apps.
Service Flow Manager
This configuration group includes the following options to configure all the service flows applicable to online and mobile apps:
• SFM Transaction and Docs Designer, used to manage the configuration of SFM transactions for various field service flows and Smart Docs for generation of reports.
• SFM Custom Actions, used to configure service flow actions of type web service and URL.
• SFM Wizards, used to define wizards for sequential launching of SFM transactions and other SFM processes, based on business process flow.
• Inventory Processes, used to configure processes related to inventory management, which includes managing Product Stock, Stocked Serial, and Stock History records.
• SFM Search, used to manage search configurations for one or more objects, with predefined filters, search fields, and search results page layouts.
• SFM Expressions, Mappings, and Data Validation Rules, used to manage the configuration of expressions (qualifying criteria), mappings from field to field/value, and rules to validate data entered in SFM transactions.
• Scheduled SFM, used for scheduled execution of certain types of SFM transactions and services in the background, without user interaction.
• Data Lookup Rules, used for matrix-type matching and mapping of data from any object to any object.
Reverse Logistics
Reverse Logistics is related to management of end-to-end repair and logistics of high volumes of products and parts, right from initiating returns through receiving, product exchange, and depot repair, to shipping. This configuration group:
• Depot and Stocking Locations, to manage the hierarchy of locations of different types (warehouses, depots, stocking locations to receive, hold, and ship) related to stocks.
• Routes and Stops, to define how the products to be repaired should be returned & how the parts & repaired products should be shipped to customers.
• Returns Process, to configure how RMAs should be created, to enable customers to return products.
• Receiving Process, to manage the receipt, storage, forwarding, and delivery of parts and products amongst warehouses, depots, hubs, and repair centers.
• Delivery Rules, to define how to distribute & deliver the products received at a depot.
• Forwarding Engine, to configure the automatic creation of shipment orders from RMAs, to move the returned products to the next stop in a given route.
• Shipping Process, to define how pick, move, pack, and ship operations should be managed in sequence, for each shipment order created.
• Repair Shipment Preparation, to determine when route should be calculated to ship the repaired products back to customer.
• Product Substitution Matrix, to manage alternatives for products, and rank them in the order of preference, when exchanging old products for new.
• Sourcing Rules, to configure how to source parts for repair and sales orders.
Warranties and Service Contracts
This configuration group helps manage entitlement definitions and invoice generation processes. It includes the following options:
• Services, to manage the list of services provided to customers by the organization Activity Master, to define various labor activities performed by technicians as a part of service.
• Service Pricebooks, to define the prices for activities and activity products.
• Warranty Terms, to define templates for standardization of warranty offering, which are applied for a range of products automatically.
• SLA Terms, to manage the SLA Terms to define the scope of response, restoration, and resolution times.
• Service Plans, to configure Service Plans, which are templates for creating service contracts.
• Auto-Entitlement Rules, to configure how to perform entitlement automatically when cases /workorders are created.
• Proforma Invoice Process, to configure how to consolidate service contracts, cases, and work orders into invoices and define schedules for invoice creation.