Administrator

System Administrator

Configures the Product Structure settings from ServiceMax Setup, including editing the default configuration, defining display fields, and setting selection criteria. Adds the Product Structure Lightning Web Component to object pages such as Product, Account, and Work Order. Defines Option Sets, Options, and Option Choices for overloaded Service BOM filtering. Creates, edits, clones, and deletes IB Variance rules, and configures percentage distribution and severity settings for variance calculations. Assigns the required permission sets for Product Structure objects.

End User

Technician

Views the Service BOM hierarchy on the Product page to identify parts required for servicing. Searches for parts by Product Code or Name within the Service BOM. Filters overloaded Service BOMs by selecting Option Choices to view only parts matching a specific product configuration. Uses Product Structure-based filtering during Work Plan execution to add recommended parts. Views IB Variance on Installed Product records to identify missing or non-compliant parts and schedule corrective actions.

Service Engineer

Uses Option Choices and Choice Dependencies to verify compatible parts when working with overloaded Service BOMs. Filters Product Structure trees to display only relevant parts for a specific configuration, preventing incompatible part selections. Views replacement parts and product hierarchies to support service diagnostics.

Call Center User / Parts Planner

Uses the Product Structure Lightning component as a digital parts catalogue embedded on objects such as Product or Account. Searches and browses the Service BOM hierarchy to identify correct parts for customer requests. Filters overloaded Service BOMs by Options to locate parts for a specific product variant before placing orders.

Service Manager

Reviews IB Variance scores and trends across multiple Installed Products through variance dashboards. Identifies assets with high variance percentages that indicate configuration mismatches or missing components. Filters and prioritizes assets, then initiates corrective work orders to reconcile differences between the As-Maintained Installed Product structure and the reference Service BOM.

Contract Manager

Uses IB Variance insights during contract renewal or review to confirm that service contracts accurately reflect the equipment's maintained configuration. Examines variance data to identify missing or incompatible parts that may impact service coverage or pricing. Adjusts contract scope based on variance findings to prevent coverage gaps and ensure accurate obligations.