The following are the new features in ServiceMax Core 23.1.

The IB Time Tracking feature allows service organizations to monitor and track response time, idle time, work completion time, and many more events. Today at every step of the service lifecycle, the record is timestamped at the start or the completion of the action. The IB Time Tracking feature allows you to create events that calculate the time lapsed between two Date fields representing specific steps of the service process. These Date fields can be on the same record or related record of the installed product.

For example, time to create a Work Order is the time lapsed between Case record creation to actual Work Order record creation. The IT, Quality, Product teams can use these measures to quantify the time spent on each activity, identify the focus areas, and take measures to bring value to customers and service providers.

The out-of-the-box Salesforce report "IB downtime trend" added to the IB record page allows customers and service providers to view the downtime trend of the installed product in real time.

For more information about creating time-tracking configurations and viewing results in IB time card entries, see IB Time Tracking.

The Scheduled SFM admin page is now available in the Lightning experience. The administrator can schedule a service or transaction, execute them and know the status of all executions from the Logs option. The Scheduled Process configuration page is simple, easily configurable, contains all the information in one place, and has guardrails to stop the administrator from saving incorrect and incomplete configurations. The list view supports progressive loading, that allows access and interaction with the Scheduled SFM admin page even when the configuration count is high. The filters and action menu on each record make it easy to configure and interact with each record. Additionally, the load time on the Scheduled SFM is improved.

For more information, see Scheduled SFM in Lightning Experience.

The administrator can use this functionality to configure a new custom action of type Email with the required parameters. The admin must add Apex web service and Salesforce email templates as parameters to the custom action of type Email. Salesforce executes the Apex web service and sends the email using the Salesforce Email functionality.

The Email custom action is accessible to the technicians through the SFM wizard from the Actions menu in the Go app. The technician can use the Email type of custom action from the Action menu to send one or multiple attachments directly from a Work Order record to the customers.

For more information, see Custom Action of Type Email.

For more information about sending emails with Work Order attachments in the Go App, see Send Email with Attachments.

In an asset-centric industry, every user is interested in asset data. Based on the persona, the user is interested in financial, performance, service-related, or strategy-driven information. To provide some of these insights, the following three new dashboards are available:

For more information, see Service Analytics for Core.

For the feature showcase, log in to the ServiceMax Learning Platform and see Service Analytics.