Technical Context
This section highlights the technical context of how Service Performance Metrics measurement is realized in ServiceMax.
Following are the major architectural considerations:
• Dedicated Apex-Batch engine for each metric, to ensure scalability and extensibility when new metrics are supported in future releases.
• Parallel and individual scheduling and batch processing of metrics, for efficiency and high-volume data handling.
• Separation of metrics data from transaction data, enabling custom archiving options, without impacting business processes.
• Recording of granular-level metrics data, providing the scope for consolidation and reporting using Salesforce analytics.
Given below are the key design aspects:
• Nine pre-configured metrics are bundled with the application.
• Option to override and/or extend default metric generation parameters, through SPM and configuration settings.
• Traceability and logging for monitoring and historical data analysis.
• Dynamic determination of batch size, scaling automatically to suit the data volume.
The above aspects support focused configuration, make effective use of the Salesforce platform & ServiceMax architecture, and result in an easy-to-setup feature.