Service Board Feature Progression
This page provides an overview of feature progressions across all the releases in Service Board. It also highlights the release train, server versions introduced, release update type, and key capabilities.
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Feature Name
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Release Train
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Server Versions Introduced/Impacted
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Type
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Description
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Core 26R2
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30.0
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New Feature
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Service Board introduces a refreshed UI with improved visual clarity, consistent layouts, and standardized interaction patterns across all views. Read more
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New Feature
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Users can toggle between the Modern and Classic Service Board interfaces, with administrators controlling whether this choice is available per user or enforced organization-wide. Classic retires November 8, 2026. Read more
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New Feature
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Administrators can sign in as any user directly from the admin interface to replicate their exact session, permissions, and experience for troubleshooting and support. Read more
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New Feature
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Service Board now monitors pending HTTP notification volume and sends an email alert to a configured recipient when a defined threshold is exceeded. Read more
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New Feature
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Users can create, update, and delete dependencies between Service Tasks within a work order, enabling sequential task scheduling with configurable time buffers. Read more
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New Feature
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A dedicated AI Console consolidates management of all Service Board AI features into a single screen with a comprehensive action table and per-feature customization options. Read more
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Enhancement
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Service Board now supports Show Similar Jobs, helping dispatchers quickly identify related work opportunities and optimize scheduling based on shared job characteristics. Read more
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Enhancement
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Current Day Optimization now supports configurable Lead Time and Lag Time settings, enabling controlled schedule optimization within defined past and future time boundaries. Read more
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Enhancement
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Resource Recommendation now supports Secondary Service Teams, expanding the resource candidate pool to improve assignment flexibility while maintaining team-based dispatch controls. Read more
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Enhancement
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The Service Board now displays work plan titles and descriptions using a fallback logic that pulls from the assignment record, the related work plan, or the assignment name to ensure meaningful information always appears. Read more
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Enhancement
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Service Board now supports Service Task dependencies within Jobs, enabling dispatchers to visualize and manage task sequencing directly in the Service Task Planning calendar. Read more
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Enhancement
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Current Day Optimization now offers configurable system job frequencies and urgent scheduling overrides, providing greater flexibility for time-sensitive dispatch operations. Read more
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Enhancement
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Salesforce now replaces customer-created Connected Apps with External Client Apps, providing a modern and secure framework for integrating applications with Salesforce data. Read more
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Core 25R2
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25.2
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New Feature
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Enables viewing and scheduling of Work Plans and Tasks directly within Service Board. Read more
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Enhancement
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Allows defining scheduling horizons within working hours instead of fixed intervals. Read more
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Enhancement
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Expands resource preference configuration to include preferred, mandatory, and prohibited resources. Read more
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Enhancement
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Adds new metrics to scheduling analytics reports for deeper operational insights. Read more
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Core 25R1
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25.1
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New Feature
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Displays utilization metrics on the scheduler, enabling dispatchers to assign resources based on capacity and workload distribution. Read more
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New Feature
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Introduces safeguards for optimization processes to prevent excessive payloads and improve system performance. Read more
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New Feature
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Enables optimization of schedules specifically for the current day, including rescheduling and gap filling. Read more
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New Feature
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Introduces AI-driven actions for scheduling and job management using generative AI. Read more
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Enhancement
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Adds configurable thresholds to highlight recommended resources based on scoring criteria. Read more
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React 18 Upgrade
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Enhancement
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Upgrades UI framework to React 18 for improved performance and compatibility. Read more
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Service Board 25.2
Work Plan and Task Support in Service Board
Service Board now includes support for Work Plansand Tasks, which were previously available for scheduling only in ServiceMax Core Foundation. Users can now view Work Plans and Tasks, and schedule these items to specific Resources.
For more information, see:
Scheduling Horizon Calculation Option
In previous releases, the scheduling horizon for Appointment Proposals and Schedule Proposals was based on strict intervals, such as 24 hours, that started from the current time and could extend into working hours on the following day. Starting in this release, users can configure the Horizon Calculation option to generate proposals that use a scheduling horizon that starts at the current time and ends within defined working hours on the current day.
For more information, see Configuring Scheduling Horizon Calculation.
Job Resource Preference Scope Enhancement
In previous releases, users had the capability to configure Preferred Resources for Resource Recommendations and Schedule Proposals. This release adds Job Resource Preference functionality that allows users to configure Preferred Resources, Mandatory Resources, and Prohibited Resources.
For more information, see Configuring Schedule Optimization.
Additional Scheduling Analytics Report Metrics
The Scheduling Analytics Report is enhanced with additional metrics to deepen insights into how users work with Service Board.
For more information, see Generating Scheduling Analytics Reports.
Service Board 25.1
Resource Utilization Metrics
Resource Utilization Metrics now appear on the Scheduler Calendar to allow dispatchers to assign Resources based on capacity. Dispatchers can enable or disable this functionality as needed. Productive time can be configured to include travel times, event types, and shift segments, and configurable emojis represent user-definable capacity thresholds. Metrics are calculated based on the selected date, duration, and interval, with support for intervals of up to 6 weeks.
Full utilization metrics for Resources, Service Teams, and Territories are calculated for the currently selected scheduling horizon and expressed as both percentages and the number of hours. Total amounts of time are calculated based on all hours in Shifts and Shift Exceptions that have user-configurable shift types. Productive time calculations and charts are broken down by user-defined option fields in Job objects, such as Order Type. Nonproductive time is not used to calculate Resource utilization metrics, and travel time is used for calculation if enabled.
For more information, see:
Schedule Optimization Guardrails
Guardrails can now be enabled for API-based optimization. Optimization for Schedule Proposals for Jobs and Project Tasks can be stopped in cases where too many related events are in the payload, or too many routes are submitted. Guardrails are supported for Appointment Proposals only when the Enable Appointment Proposals Policies Selection setting is enabled. Additional guardrails are supported, but might not be activated or enforced. This functionality makes it possible to warn dispatchers of likely issues before proposals are submitted, which reduces the risk of expensive executions and increases processing capacity.
For more information, see Configuring Schedule Optimization Guardrails.
Current-Day Optimization
 | Current-Day Optimization is a Production Beta feature in Service Board 25.1. |
Schedule Proposals can now be generated only for the current day. Additional capabilities from the Proposal API are used for this automation, including travel adjustment controls and skilled labor handling. Users can choose to optimize Appointment rescheduling or to fill open time slots in the schedule. Lead-time capabilities are available to give technicians time to react to schedule changes. Job qualification for optimization is simplified, and advanced options are available to allow specific Resource selection based on qualified Jobs.
On the Scheduler Calendar, new icons and tooltips indicate when Jobs are submitted for Current-Day Optimization, and highlight historical issues with selected Jobs to allow dispatchers to take corrective action or manually assign Resources. These capabilities enable dispatchers to focus on more unique scheduling use cases or handle other responsibilities.
When the optimization engine finds conflicting or overlapping Events and Appointments in Current-Day Optimization payloads, processing fails and notification icons with tooltips appear on the related Job Cards, Appointments, and Events to inform users to make manual adjustments. Additionally, dispatchers are notified in cases where Optimized Rescheduling can resolve conflicts without manual intervention.
| | At times when more than 3 Current-Day Optimization jobs are configured and active, the CPU load on the job node might become high enough to impact other activities on the same node, such as data sync. |
For more information, see:
ServiceMax AI Within Service Board
| | ServiceMax AI is a Production Beta feature within Service Board 25.1. |
ServiceMax AI is now available for scheduling use cases within Service Board. Out of the box default capabilities include creation of AI actions that allow users to schedule Jobs by using generative AI. This feature is designed to minimize dispatcher effort in manual scheduling, and is not intended for route optimization. AI Actions can be combined with follow up options that may, for example, require users to identify nearby Jobs. Admins can also create custom AI Actions, such as Job summarization. To use this feature, a separate ServiceMax AI license is required.
For more information, see:
Resource Recommendation Star Threshold
Configurable minimum and maximum thresholds for the Resource Recommendation Star option are added in this release. Dispatchers can now set minimum and maximum score percentages to define which recommended Resources are highlighted with a star in the Resource List. Resources with scores within and inclusive of the specified range are started and sorted at the top of the list. Default behavior is unchanged unless the new maximum threshold value is configured.
For more information, see:
React 18 Upgrade
This release includes an upgrade to React 18. This upgrade has been thoroughly tested for compatibility. Please report any unexpected UI behavior to Customer Support.
Service Board 24.2
Batch Drag-and-Drop Support for Multi-Resource and Multi-Assign Appointment Creation
Dispatchers can now use bulk assignment to create Multi-Resource and Multi-Assign Appointments. Users can now drag and drop groups of selected Jobs into Resource rows on the Calendar to create or reassign Appointments. Batch drag-and-drop can be used repeatedly for the same Resource, whether or not selected Jobs have previously created open Appointments. This allows dispatchers to efficiently assign groups of work in serial without the need to open the Multi-Assign Calendar, and to use bulk assignment to assign Appointments to different Resources.
For more information, see:
Schedule Proposal Support for Search Results and Dependent Jobs
Dispatchers can now select multiple Jobs on standard Job Lists, unfiltered Job Search and Global Search results, and Dependent Jobs in the same Dependency Group. This saves significant time for users by removing the need to manually drag and drop single Jobs when they work with search results and Dependent Jobs.
For more information, see:
PostgreSQL Version Upgrade
The Service Board 24.2 database version has been upgraded from PostgreSQL 11 to PostgreSQL 15. Migration may take longer for customers with large volumes of data, and the maintenance window for this upgrade is longer than usual.