Using the Application
ServiceMax is a native Force.com application, which allows you to enter and find data at various points using the Salesforce web interface. As a ServiceMax user, you start at the Home tab and preview your day’s events and tasks, and also view your critical activities such as Down Customers. You can select one of the tabs from the Home tab to add, edit, or review information. While you can generally create, edit, or delete ServiceMax records using Salesforce screens, clicking the different buttons or links in these screens launches ServiceMax screens.
ServiceMax includes several purpose-built screens and features for managing field service management business flows. These are built using various technologies and can be invoked seamlessly from the Salesforce web interface. These are intuitive to use and extend using ServiceMax configuration options. Some key examples are listed below:
• Service Flow Manager (SFM)screens : These are HTML5-based configurable screens, which are used for many common field service flows such as installed base management, work order management, and so on.
• Adobe Flex screens: These include SFM Transaction & Docs Designer, which is used to configure SFMs, and Dispatch Console, a specialized tool for dispatchers to manage work order schedules.
• Visualforce screens: Used for many configuration screens that you can launch from the ServiceMax Setup Home page, and for some end user screens such as Inventory Management screens.
Apart from the above, mobile client apps use a combination of native and custom-built interfaces. These enable you to access important ServiceMax features using a variety of mobile devices in online and offline mode. They provide largely the same user experience as online features. However, for more details about using any specific mobile app, you can refer to the appropriate sub-section in the Mobile Apps section of this help documentation.
ServiceMax offering also includes the next-gen Connected Field Service, which makes it possible for your installed base to be part of a smart connected service system. This, in turn, enables detection of actual or imminent failures and an immediate dispatch response. Technicians are aided in troubleshooting and resolution by the availability of purpose-built app that provides insights into the installed base hierarchy and real-time machine intelligence.
Basic reporting on the status of your field service operations is achieved through a bundle of Salesforce dashboards and reports covering various aspects from installed base and entitlement to service delivery and dispatching to inventory. Advanced analytics is supported through Service Performance Metrics, which helps you identify patterns, and takes reactive and preventive actions to improve your service organization’s productivity and profit.