Getting Started
You need to have a high-level understanding of the configuration and realization of the SPM feature to get started. Using SPM for metric generation in your organization is a five-step process, which starts with enabling the feature and ends with generating reports and dashboards. These steps are either common or largely similar for all the metrics and are described in this section.
Enable the Feature
This feature is disabled by default. The global configuration setting GBL030 controls the enablement/disablement of this feature. You can enable this feature by setting the global configuration setting GBL030(Enable SPM Capabilities, under module Common and submodule GlobalSettings)to True for the active org-wide configuration profile. This enables the new Service Max Setup home option Service Performance Metrics Set up under the new group Service Performance Metrics.
Configuration Setup
Use the Service Performance Metrics Setup configuration screen to define one or more configurations for each required metric, along with a schedule to generate the metric at required intervals.
• SPM configuration includes configurable parameters, qualifying criteria to identify source fields, records for metric calculation, and SFM mappings between source and metric objects. Defining this requires these prerequisites/related configurations:
• SPMdata model extension through custom fields in related business objects, to capture business-specific data
• New custom SFM expressions to qualify records for processing
• New custom SFM mappings to define an additional mapping between source data from business transactions and the generated metric data
• Extension of the new standard SFM transactions or creation of new custom SFM transactions, for customized business flow
• Updating the value of the relevant global configuration setting, to limit the age of the records considered for metric generation
 |
These settings determine how much of your past data will be considered for generating the metrics. Longer periods mean more historical trends, but heavier processing in your Salesforce organization.
|
Business Data Generation
Execute business transactions and generate transaction data (through SFMtransactions, Salesforce UI, or other custom actions), to meet both business needs as well as SPM-specific requirements. This covers the following:
• Record required details during transactions such as work order debrief, using packaged data model enhancements for SPM
• Use enhanced/new SFMtransactions (standard/custom) to support the above
Metric Data Generation
Automatic creation/update of metric-specific data by SPM Engine as given below:
• At scheduled intervals, and gathered from qualified source records and fields as per configuration
◦ Includes metric specific field mapping for each metric
◦ Includes optional additional source to target object mapping defined as SFM mappings
• Logging, auto-purging of old logs, and email notifications about job execution status and details
If you need to generate any metric immediately for the purpose of testing any specific SPM configuration, click the Run Now link in the Schedule & Notifications tab of the SPM configuration screen.
You can monitor the execution status of jobs you schedule for each metric in the Status tab of the SPM Setup screen. Whenever you click the Status tab, the latest results are fetched and displayed. You can view the log of execution of the job also from this tab.
Reporting
You can achieve this using the analytics options provided by the Salesforce platform.
A bundle of reports and dashboards covering all the metrics is available out of the box. It is not installed by default and can be deployed in your org separately. To get this bundle, contact your ServiceMax Account Executive. You can then edit/clone these reports, to suit your business requirements.
You can also create your own reports and dashboards to suit your business needs. You can open the dashboard of each metric by clicking the View Dashboard link on the SPM configuration screen.