Configuring Real-Time Sync
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• For best results, if needed, configure custom data validation before you configure real-time sync.
• If real-time sync is enabled during bulk import of master data, the Salesforce platform event queue is flooded, resulting in hours of delay. Therefore, before you bulk-import master data into Salesforce, if users are logged into the system, you must deactivate the process builders that publish platform events for each of the relevant objects. When you bulk-import master data when no users are logged into the system, you can safely disable Service Board real-time sync. After you import master data, run on-demand initial sync to Service Board, and then either reactivate the relevant process builders or re-enable real-time sync.
• For new implementations with ServiceMax and Service Board Extension Package 20.2,and later, you must deactivate the Notify Service Board for Work Order process builder and activate the Notify Service Board for Work Order (Foundation) process builder.
• To enable Salesforce-to-Service Board real-time sync, the Real-Time Sync from Salesforce check box must be selected in the active System Setting record.
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To begin configuring real-time sync, you make settings on the Salesforce org.
To configure real-time sync:
1. On the Salesforce ServiceMax Setup page, click Configuration Profiles, and then in the Org-wide Configuration Settings area, select the active configuration profile and click Edit.
2. On the Edit Configuration Profile page, in the Enter Values for Settings area, select the Dispatch Management module and the Service Board submodule.
3. In the Setting List area, set the SET001 option to True.
4. On the Salesforce Setup page, create a new remote site setting with the Service Board instance URL.
5. In the left pane, under Build, expand the Create and Workflow and Approvals nodes, and then click Process Builder.
6. Enable all entries that begin with Notify Service Board for <Object>, with one process builder enabled for each of the following objects:
◦ Account
◦ Contact
◦ Product
◦ Dispatcher Access
◦ Installed Product
◦ Service Team
◦ Technician
◦ Location
◦ Skill
◦ Expertise
◦ User
◦ Product Serviced
◦ Resource Preference
◦ Territory
◦ Work Order or Work Order (Foundation)
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For new Service Board implementations based on ServiceMax and Service Board Extension Package 20.2 or later, activate Work Order (Foundation), and leave Work Order disabled.
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◦ ServiceMax Event
◦ Salesforce Event
ServiceMax Core 19.2 or later and the Service BoardExtension Package are required to support real-time sync for the Dispatcher Access object. Real-time sync for the Option List object is not supported, and updates must be made manually to keep data in sync. For more information, see Manually Synchronizing Option List Values.
For more information: