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ServiceMax Help Center
Introduced Help AI in ServiceMax help center
Help AI is now available in the ServiceMax help center, enabling users to ask questions in plain, conversational terms and receive instant, contextual answers without searching through documentation. Click the Help AI 
icon on the help center to get started.
icon on the help center to get started.Primary Capabilities
• Provides instant answers to help questions through a conversational experience.
• Offers an intuitive question‑and‑answer interface.
• Delivers precise, context‑aware responses tailored to each query.
• Provides a list of topic links related to the query.
• Available 24/7 with no manual navigation or searching required.
• Includes a feedback workflow to improve answer quality and relevance.
• Allows conversations to be exported as PDF for documentation and reference.
Work Plans and Task Management
Task dependency and scheduling constraint management in work plans
Feature Overview
Work Plans now support task-level dependencies with timing offsets, enabling Planners and business administrators to control task sequencing and optimise resource allocation. This capability provides service engineers with a guided, real-time task list that identifies blockers and ensures tasks are executed in the correct order without errors.
Business Value
Previously, without enforced dependencies, tasks could start or finish outside expected timelines, resulting in overlaps, idle time, and manual coordination errors. This enhancement ensures tasks execute in the correct order with controlled timing through defined dependencies and scheduling constraints.
For Administrators
Administrators can define dependencies between tasks in a work plan from the Work Plan Library. When creating or editing a task, users can select one or more blocking tasks, choose a dependency type, and set time-based scheduling constraints that are enforced during task scheduling.
The following are the supported dependency types:
• Finish to Start: The dependent task starts after the blocking task finishes.
• Start to Start: The dependent task starts after the blocking task starts.
• Finish to Finish: The dependent task finishes after the blocking task finishes.
• Start to Finish: The dependent task finishes after the blocking task starts.
Additionally, scheduling constraints are available for configuration based on dependency type.
When a work plan is assigned to a work order, the system automatically creates dependency records and associates them with a dependency group linked to the work order. If no group exists, the system creates one. Removing all dependency records also removes the dependency group reference from the work order.
For Planners
Planners can use the Manage Dependencies (Work Order Dependency Manager – LWC) interface to link tasks across Work Plans within a Work Order and update dependencies in real time. This ensures alignment with changing priorities and helps engineers execute tasks in the correct sequence with minimal delays.
For End Users
From a Work Order or Service Task Queue, end users can execute a task only when the task has no dependencies or when all dependencies are met. End users can view task dependencies from the task details. The task’s status is displayed as Blocked if there are open dependencies on the task. Dependencies can be filtered using these toggles:
• To Start: Displays the list of tasks that must start or finish before the current task can start.
• To Complete: Displays the list of tasks that must start or finish before the current task can be completed.
• Blocking: Displays the list of dependent tasks that are blocked by the current task. The current task must start or finish to unblock these tasks.
• Unblocked: Displays the list of tasks that are unblocked when the current task starts or completes. This filter replaces the Blocking filter once all dependent tasks are unblocked.
For each dependent task, the system displays its current status, assignment, and expected start or completion time, providing visibility into when the task will become available for execution.
This helps end users revisit tasks when required and follow a structured execution flow.
Additionally, end users such as planners can add, edit, or delete task dependencies from the Dependency Manager tab in the Work Order.
For more information, see Task Dependency Management.
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Repeat task support in work orders
Feature Overview
Work Plans and Task Management now supports repeating a service task within a work order. Technicians and planners can create a new task by copying an existing task, preserving its configuration and key details. This eliminates the need for manual re-entry when a task must be performed again. Tasks can also be repeated directly from the Service Task Lightning tab.
Business Value
Technicians often need to repeat tasks due to failures, retries after a time interval, or re-execution after completing dependent actions. Previously, this required manual creation and configuration of a new task, increasing effort and risk of inconsistency. The Repeat Task capability enables quick duplication of tasks with the required configuration, ensuring consistency and reducing manual effort.
For End Users
Planners and technicians can repeat a task from the Work Order or Service Task lightning tab UI based on their requirements.
When you repeat a task:
• A copy of the current task is created with the Status set to New. The field values such as Task Name, Status Options, Estimated Duration, Mandatory Task, Create labor line on Work Order when status is changed to complete, Instructions, Reference Files, Linked Activity and Priority are copied to the new task.
• Scheduling and execution-related details are not copied to the new task. This includes fields such as Comments, Attachments, Start Date Time, Actual Duration, and so on.
• The new task is placed immediately after the current task in the sequence.
• The new task functions as a fresh task with the same configuration.
• Dependency information is copied over to new task and reference is created with new task. Planner can edit or remove the dependency being copied over during Repeat task action.
For more information, see Repeating a Service Task in a Work Order and Repeating a Service Task from the Task Queue.
Localization support for work plan and tasks
Feature Overview
The platform now supports localization of Work Plan and Tasks details based on the logged-in user’s language. This allows technicians to view Work Plan details, task name, and task instructions in their logged-in user language
The translation is supported for the following fields:
• Work Plan Name
• Work Plan Description
• Task Name
• Task Instructions
Business Value
Service teams often work across regions with different language preferences, making it hard for end users to understand Work Plan and task instructions when content is available in only one language. Translation support displays Work Plan and Service Task details in the user’s preferred language, improving clarity and reducing misinterpretation.
For Administrators
From the Work Plan Library, Administrators can add and manage translations for Work Plan Name, Work Plan Description, Task Name, and Task Instructions for a Work Plan using the Manage Translations link.
A new configuration page, Manage Translations has been introduced in the ServiceMax Setup > Work Plan Management area. Using this page, Administrators can create, edit, or delete translations for all work plans maintained in the organization.
For End Users
From a Work Order and Service Task list view, end users can view Work Plan details, task name, and task instructions in their logged-in user language. This improves readability and minimizes assistance. If translations are not available for a selected language, the system displays information in English by default.
For more information, see Translation Support for Work Plans and Tasks.
Improved and modernized task user interface
Feature Overview
The Service Products and Tasks Lightning widget in the Work Order is redesigned to deliver a more intuitive and streamlined experience for managing and executing Service Tasks within a single view. The Service Task interface in list view has been refreshed to improve readability and accessibility, allowing users to view task information in a single view.
Business Value
The redesigned interface improves productivity and efficiency by enabling planners and technicians to manage and execute tasks within a single interface, reducing navigation and clicks.
For End Users
The following are the key improvements:
• Task Experience and Execution
◦ Card-based task layout that enables users to view details and execute tasks from a single interface, improving visibility, readability, and execution.
◦ Ability to mark simple tasks as complete with a single click, reducing the number of clicks and improving execution efficiency.
◦ Ability to launch linked activities (SFM, Technical Attributes, and so on) directly from the task list with a single click, minimizing navigation and improving task execution efficiency.
◦ Ability to auto-expand the first open task assigned to the logged-in user when expanding general tasks or a Work Plan, improving focus and efficiency.
◦ Ability to automatically navigate to the next open task assigned to the user upon task completion, ensuring seamless task progression.
◦ Ability to reorder tasks on a single page based on the required sequence.
• Task Visibility and Status
◦ Ability to view the current task status, such as Complete, Blocked, Cancelled, or In Progress, at a glance.
◦ Ability to highlight work plans and task accordions to indicate unsaved changes as users navigate through the list.
◦ Ability to view the last refresh time, indicating when the data was last fetched, especially if the screen remains idle for an extended period.
• Instructions and Attachments
◦ Improved file attachment management that allows end users to edit the attached file name and description.
◦ Reorganized Instructions and Reference Files section within the task details to improve visibility and ease of access.
• Linked Activity
Ability to save progress for linked activities and resume them later. This applies to linked activities of type Technical Attributes and SFM.
• Service Task tab Improvements
◦ Parts and Tools moved to separate tabs within the task details area instead of hiding under the Action menu.
◦ Ability to delete, repeat, and revise task with a single click.
◦ Redesigned the Revise task flow that displays all information on a single page, reducing navigation.
For more information, see Managing Service Tasks from a Work Order and Managing Service Tasks using the Service Task Lightning Tab.
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Product Structure
Enabled dynamic filtering for overloaded service bill of materials
Feature Overview
Service organizations often maintain an overloaded Service Bill of Materials (SBOM) that represents multiple equipment variants within a single Product Structure. This release introduces the ability to filter the Product Structure using product options, option choices, and installed product configuration.
The Product Structure initially loads without filters. End Users can apply filters that represent the configuration of the equipment being serviced. Selecting options and choices dynamically updates the displayed structure so that only relevant nodes and parts appear.
Option selections also supports defined dependencies between choices. Selecting one option automatically adjusts the available choices for other related options. This dependency prevents invalid combinations and ensures the filtered Product Structure accurately reflects the equipment configuration.
In addition, the system can derive filtering conditions from the configuration of the installed product. This approach automatically aligns the displayed service parts with the configuration of the equipment serviced.
Business Value
Many organizations manage complex products with multiple configuration options. Maintaining separate Product Structures for every variant creates operational overhead and increases maintenance effort.
An overloaded SBOM allows organizations to maintain a single Product Structure that includes all potential components across different configurations. Filtering based on options and installed product configuration enables service teams to isolate only the relevant parts for the specific equipment instance.
This capability provides following operational benefits:
• Reduces the need to maintain multiple Product Structures for product variants
• Improves accuracy when identifying serviceable parts
• Prevents incorrect part selection during service operations
• Aligns service part visibility with the actual equipment configuration
As a result, technicians, planners, and support teams can quickly identify the correct parts required for service activities.
For Administrators
Administrators configure the option that enables Product Structure filtering. Options and option choices can be defined at the organization, product family, or product level.
Administrators associate option sets with the Product Structure so that the applicable options appear in the filtering interface. Dependencies between option choices can also be defined to ensure that incompatible selections are restricted.
These configurations allow the system to dynamically adjust the Product Structure view based on selected options or the installed product configuration. For more information, see Overloaded Service BOM Filtering with Options and Option Choices.
For End Users
End Users access the Product Structure from the product record and view the SBOM. The structure initially appears without filters. End Users can then apply option filters to match the configuration of the equipment serviced.
Selecting an option choice automatically updates other dependent options and refreshes the displayed Product Structure. The system shows only the components that match the selected configuration.
The filtered structure helps technicians and planners identify the correct parts required for service activities and prevents the selection of incompatible components. For more information, see Filtering Product Structure by Options.
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Service Flow Manager
Current Record and Current Record Header literals in advanced lookup filters
Feature Overview
The Current Record and Current Record Header literals are available for configuration in the Advanced Filter section of the Lookup Filters designer. These literals enable comparison of values between the current record and related records, allowing lookup results to be filtered dynamically to return only relevant records.
Business Value
Without context-aware filtering, lookup results returned all records in the system regardless of relevance. Current Record and Current Record Header literals narrow lookup results to those related records that match the current record context, reducing irrelevant results and speeding up data entry.
For Administrator
Administrators can configure Current Record and Current Record Header literals in the Advanced Filter section of the Lookup Filters designer. A Function option is available for selecting these literals in the Advanced Filter configuration. A maximum of two function-based entries are allowed per advanced filter configuration. Lookup advanced filters configured with these literals are supported only in web SFM delivery; the mobile app does not honor this configuration. For more information, see Configuring Literals in Advance Lookup Filters.
For End User
Lookup results now reflect the context of the current record or its parent header record, based on the advanced filter configuration. End users see only the records that match the configured filter criteria, reducing irrelevant results and speeding up data entry. Users have the option to override the filter if the administrator has enabled it. An incorrect filter configuration does not block the lookup. Empty results are returned instead, allowing end users to continue without interruption. For more information, see Current Record Literals in Lookup Advanced Filters.
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SFM field help text
Feature Overview
SFM Designer now supports help text for fields in SFM web page layouts. It guides end users on what data to enter in each field and is configured using label override, info tooltip, and placeholder text.
Business Value
Field labels previously followed Salesforce limits, and help text was available only through standard field-level help. This restricted contextual guidance, especially where fields are repurposed across multiple contexts.
Help text improves clarity at data entry. Context-specific labels and guidance appear within the layout, so end users understand expected input without external references. This reduces errors, improves data consistency, and minimizes the need for assistance.
For Administrator
In SFM Transaction Designer, Administrators can configure help text for each field from Layout Editor > Field Properties > Web Only Options.
Each field supports the following help text options:
• Label Override replaces the default system label with a context-specific label, especially when fields are reused across multiple contexts. Supports up to 255 characters.
• Info Tooltip provides contextual guidance using a hoverable information icon next to the field label, helping reduce errors and support user onboarding.
• Placeholder Text provides format or input guidance within the field, such as the expected format. The text clears when the user starts typing. Placeholder text is truncated when content exceeds the input field width, reducing visibility.
Help text is required when Info Tooltip or Placeholder Text is selected. It supports up to 255 characters.
Help text is available for web SFM delivery across Header, Grid, and Extended Edit window. Label override and info tooltip apply to all data types. Placeholder text is supported only for supported field types. Use info tooltip where placeholder text is not supported.
Translations are supported for overridden labels, info tooltips, and placeholder text.
For End User
End users see updated field labels that reflect the configured context instead of system-defined names. Guidance appears directly within the layout.
Info tooltip provides contextual guidance next to the field label. Placeholder text appears inside the field and clears during input. Clear instructions when filling the form reduce confusion and errors and help users complete forms with minimal assistance. For more information, see Custom Labels and Help Text for Fields.
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Investigations
Introduced notes to investigation items
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This feature is currently available as a beta release.
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Feature Overview
Investigation items now support direct note management. Remote Service Engineers can now add and edit notes directly on Investigation items to document findings and updates throughout the troubleshooting process. Notes remain attached to the Investigation item and are accessible from the investigation screen.
Business Value
RSEs required a structured way to capture and maintain findings as investigations evolved. However, predefined Investigation items selected from limited dictionary items may not fully capture the nuances of the troubleshooting process. Investigation items now include dedicated notes capability, allowing RSEs to record and update information directly within the investigation workflow. The selected note is stored against the investigation item and remains available throughout the investigation lifecycle.
For End User
Remote Service Engineers can add notes to any Investigation item immediately after creation or at any later stage. Existing notes, including those created by other Remote Service Engineers, can be edited to modify or delete content. For more information, see Notes on Dictionary Items.
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Introduced manual recommended parts management for investigation solutions
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This feature is currently available as a beta release.
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Feature Overview
Remote Service Engineers (RSEs) can manually add, edit, and remove Parts for Investigation Solutions that do not have a Work Plan using the Add Parts window from the Investigation Solution record.
Business Value
When documenting the likely Solution to an Investigation, it is often valuable to provide a list of the parts required. Investigation Solutions without a Work Plan did not support structured manual part recommendations. This limited flexibility during troubleshooting and repair planning. Parts can now be added, updated, and removed manually for Investigation Solutions without a Work Plan. RSEs can filter parts by Product Structure and refine results through dynamic search.
For Administrator
Administrators can use an SFM expression to filter which parts can be added to a solution. They can also enable or disable Product Structure based filtering to limit the available parts to those applicable for the Installed Product involved. For more information, see Configuring Part Settings for Solution.
For End User
RSEs can manage Parts for Investigation Solutions using the Add Parts window. RSEs can search and select parts, apply or clear Product Structure filtering, specify or adjust quantities, remove Parts, and preview part details before selection. For more information, see Parts Management for Investigation Solutions.
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Introduced parts visibility on investigation solutions
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This feature is currently available as a beta release.
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Feature Overview
Investigation solutions now display a Parts link when parts are associated with the record. Remote Service Engineers (RSEs) can review manually added parts directly from the investigation solution screen.
Business Value
RSEs can add parts to an investigation solution and review them without leaving the record. The Parts link provides immediate visibility into the parts proposed for execution, helping RSEs plan service actions more efficiently.
For End User
The Parts link appears on the investigation solution if parts are associated with the record. Hover over the link to preview the parts and quantities. Select the link to open a detailed view that lists the part name and quantity for each part. For more information, see Viewing Parts in a Solution.
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Entitlement
Included services support in product service lines in interactive entitlement
Feature Overview
Users can select from a list of included services when interactively entitling product service lines (PS lines).
Business Value
Earlier, interactive entitlement for PS lines lacked visibility into covered services, limiting accurate entitlement assignment. Now, with included services support, users can view available services, check remaining units, and assign entitlements based on service availability.
For Administrator
Administrators must set SET025: Enable New Interactive Entitlement page to True to enable this capability. This functionality applies only to the new interactive entitlement experience and does not affect the legacy entitlement flow. During the Get Price action, pricing based on the covered service is applied. For more information, see Included Services for Product Service Lines.
For End User
A Covered Services column appears under the Service Contract section when Check Entitlement PS is performed, listing the included services for the contract. Selecting a service shows details such as allowed and consumed units and allows users to assign entitlements. When the user performs Get Price on work order debrief lines, pricing is applied based on the assigned covered service. For more information, see Performing Included Service Entitlement for Product Service Lines.
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Installed Base Management
Template match rules for installed product’s technical attributes
Feature Overview
Template Match Rules determine which Technical Attribute Template to apply for the Installed Product during data capture.
Administrators can now configure template matching using Installed Product fields, in addition to Product, Product Line, and Product Family. This enables more granular and contextual attribute assignment.
Administrators can define rule‑based criteria to control which template applies. Each rule supports up to three fields (for example, Installed Product and Country), and multiple rules can be configured and reordered. The system evaluates rules from top to bottom and applies the first matching template based on rule priority.
The Application Criteria section in the Attribute Template defines what makes a template eligible. It is enhanced to support field‑based match values, allowing administrators to select up to three fields and corresponding values. Field selection is flexible and is not limited to Product, Product Line, or Product Family.
Business Value
Previously, Technical Attribute templates were applied only based on Product, Product Line, or Product Family. There was no way to further refine template selection using Installed Product details, which often resulted in more attributes being displayed than necessary.
This enhancement ensures that the most relevant attribute template is applied based on Installed Product details, improving accuracy and efficiency during service operations.
For Administrators
With Template Match Rules, administrators can:
• Define rules using Installed Product fields. For example, Installed Product and Country.
• Configure up to three fields per rule to match templates.
• Configure multiple rules and control evaluation order.
• Automatically apply the most relevant template based on rule priority.
For End Users
With Template Match Rules, technicians and service users can:
• See only relevant and applicable attributes
• Experience simpler and more focused data entry
• Reduce errors caused by selecting or entering unnecessary information
Prerequisites
To use Template Match Rules based on Installed Product fields, administrators must add the required fields to the Product Attribute object.
Supported field types:
• Lookup
• Picklist
These fields become available for selection in:
• Template Match Rule configuration
• Technical Attribute Template – Application Criteria
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Template Match Rules are not supported in the GO app. The existing product-based application criteria continues to apply.
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For more information, see Technical Attribute Template Match Rules.
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Schedule Optimization
Data validation insights and optimization key performance indicators
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This is a Beta release.
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Feature Overview
Schedule Optimization now includes a structured data validation and analysis capability that evaluates input data quality and operational feasibility before execution. The Schedule Optimization engine analyzes technician capacity, workload distribution, and routing characteristics, then produces validation outputs and optimization key performance indicators (KPIs). Results are stored and exposed through a dedicated data model and can be viewed as summaries or detailed reports.
Business Value
Poor input data leads to inaccurate optimization results. Teams often lack visibility into data gaps such as technician overload, missing expertise, technician preferences, cost factor biasness or inefficient routing patterns. This feature surfaces those issues early. It provides measurable indicators such as travel time, distance, and cost signals. Teams can compare expected versus actual capacity. Data owners can trace quality issues back to source systems. This drives better data capture and improves optimization accuracy over time.
For End User
End Users gain visibility into data quality and operational feasibility before running optimization. A job-level action triggers validation using Analyze Data Quality. The system evaluates workload, technician allocation, and routing efficiency. Results appear as summaries or detailed reports. End users can open Show Data Quality Analysis to review outputs once available. The interface distinguishes between standard optimization runs and analysis runs using job type indicators such as Analysis Batch and Analysis LTP. This separation helps end users interpret results quickly and compare multiple runs.
For more information, see Data Quality Analysis.
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