What's New
The following are the new features in ServiceMax Core 24.2.
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Complex Work Execution with Work Plans and Service Tasks
Complex work execution with work plans and service tasks allows businesses to templatize and organize service by defining what must be performed and what materials are needed to complete the job.
This capability enables managing both simple and complex service scenarios effectively. The service scenarios may involve servicing multiple products, offering one or more services on each service product, and assigning one or more service engineers to a single work order. This capability extends beyond field service to include depot service and other types of service. The service engineer experience is simplified by reducing multiple manual repetitive interactions and automating them to minimize human errors and decrease the time required to debrief and complete work orders.
The components of the complex work execution workflow include:
Work Plan Library: A collection of work plan templates for specific types of service and/or product combinations.
Service Product: Product that need to be serviced as part of the work order.
Service Task: The smallest unit of work that must be executed as part of the service.
The Business Administrator, Planner, or SME performs tasks such as creating work plan templates, maintaining the work plan library, adding service products to work orders, assigning work plans to work orders and service products, managing service tasks on work plans, assigning service tasks to work orders, and generating and reviewing reports.
The End User or Technician executes service tasks on work orders, executes work plans on work orders, updates parts consumption details, confirms tools utilization, and adds service tasks.
The reporting and audit trail capabilities available with this feature include generating the work plan summary report and enabling history tracking on service task execution. The information captured can be leveraged for reporting and auditing.
For more information, see Complex Work Execution.
Work Plan Association with FCOs
ServiceMax platform now enables users to associate Work Plans with FCOs and their result lines. This automatically generates service tasks, recommended parts, and tools on related Work Order objects, streamlining the process through efficient Work Plan assignment.
Previously, users faced challenges in aligning Work Plans with FCOs, leading to inefficiencies in task generation and execution. The lack of integration between Work Plans and FCOs resulted in manual processes and potential errors.
The association of Work Plans with recommended Parts in the FCO significantly enhances its alignment with Closed Loop Asset Management, enabling a more seamless and efficient flow from task generation to execution.
Administrators play a key role in this process, as they can configure FCO Templates to utilize Work Plans for generating Work Order outputs. This enables them to assign tasks and allocate parts directly from the FCO, simplifying the workflow.
End users can associate specific Work Plans on the FCO Detail page to define required parts, tools, and service tasks. After running the FCO Search, users can modify the Work Plan on each individual FCO result line within the Search Results tab based on their requirements.
Depot Queue Management
ServiceMax platform introduces the Depot Queue feature, a vital component of our Core solutions designed to streamline the depot process by efficiently managing asset repair and maintenance. This feature simplifies planning and execution within the depot, enhancing productivity and minimizing service delays.
Organizations face challenges in managing asset repair and maintenance efficiently within depots. The lack of a unified view and streamlined processes leads to delays and reduced productivity.
The Depot Queue feature addresses these challenges by providing a consolidated view of work orders, configurable rules for queue management, and enhanced assignment and monitoring capabilities.
Key Highlights
Consolidated View: Depot Queue is a lightning-based application providing a unified view of work orders across various depots and workstations. Technicians and supervisors can easily track Work Plan Assignments that are Open and In Progress, prioritizing tasks based on real-time requirements.
Configurable Rules: Administrators can define which queue items enter the Depot Queue for each depot location. They can set Work Order Criteria, Data Mappings for queue elements, and relevant depot sets, ensuring precise and efficient management.
Streamlined Experience: The Queue offers a streamlined interface for reviewing summary information, including task status breakdowns, SLAs, and Work Descriptions. Technicians can quickly navigate to relevant tasks within Work Orders or Service Products, aiding in efficient debriefing.
Enhanced Assignment and Monitoring: Supervisors can assign queue items to technicians or workstations using advanced filter capabilities to ensure relevance and efficiency. They can also monitor the progress of queue items across specific depot locations and workstations.
Technician Empowerment: Technicians can view their assigned queue items and self-assign any unassigned items. The Queue allows them to sort, filter, and execute tasks efficiently, aligning with business-oriented goals.
This feature is designed to meet the needs of technicians and their supervisors, while also providing system administrators with simplified management through easy rule management capabilities.
For more information, see Depot Service Management.
Part Usage with Complex Work Execution
The Part Usage capability integrates seamlessly with the Complex Work Execution feature, enabling users to manage parts efficiently. Recommended parts are displayed based on the service product and work plans associated with work orders. This feature supports the consumption of stockable, consumable, and serialized parts, creating work order debrief part lines. It also supports service product-based part swaps, updating the installed product with new parts and removing old ones. A new object, Installed Product Part Activity, tracks all parts serviced on an installed product.
The Part Usage feature provides comprehensive solution that integrates with ServiceMax inventory. It supports various types of parts consumption and ensures accurate tracking and updating of installed products. Administrators can configure part usage settings, including inventory validation, transaction behavior, and installed product mapping, ensuring a smooth and efficient workflow for end users.
Administrators can define the usage configuration and validations in the background, ensuring that parts are used and managed correctly within the Complex Work Execution flow. They can configure inventory validation, part usage transaction behavior, and installed product mapping to maintain system integrity and efficiency.
End users benefit from the seamless integration of part usage with complex work execution. They can easily manage parts, view recommended parts based on service products and work plans, and ensure accurate consumption and tracking of parts. This feature simplifies their workflow and enhances productivity by providing a streamlined process for part management.
For the administrator experience of part usage, see Configuring Part Usage.
For the end user or experience of part usage with Complex Work Execution, see Recommending and Managing Parts.
ServiceMax Copilot
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ServiceMax Copilot is a pre-release feature. Contact your Support or Account representative to obtain access to the feature.
ServiceMax Copilot is an AI-powered assistant designed to enhance the user experience by finding information in ServiceMax’s databases and performing tasks to assist users.
ServiceMax Copilot provides an intelligent assistant that can answer questions, perform tasks, and access various data sources. This improves efficiency and streamlines workflows.
Key Functionalities:
Asset Service History: Copilot answers questions about the work performed on any installed product, including the type of work, problem and solution statements, parts replaced, and technician information.
Copilot answers questions based on the configured ServiceMax data sources. For example, if the Case object is configured as a data source, Copilot accesses Case records to answer relevant questions.
Schedule Management: Copilot answers questions about technician schedules and allows users to schedule or reschedule work orders.
Knowledge Access: Copilot provides answers based on content from technical manuals and knowledge base articles.
Copilot Actions: In the Go app, Copilot actions help users perform specific tasks. A copilot action named Summarize Work Order is supported currently. Administrators can configure this Copilot action on the AI Console, and the end users can use it to obtain a summary of any work order.
Administrators configure Copilot for the specified capabilities, enabling end users to use Copilot effectively according to their roles. They set up actions, data sources, and other configurations to ensure Copilot meets the organization's needs.
End users such as technicians can use Copilot in their day-to-day activities in the Go app or through the Zinc chatbot. They can ask questions about work orders, installed products, cases, and locations. This helps them find information quickly and perform tasks, improving their productivity and service delivery.
For more information, see ServiceMax Copilot.
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