Configuring Hotline Routing
In some cases, you might want to route users to specific Hotlines based on the properties of the Work Order they are viewing. You can configure a custom field to determine the appropriate Hotline for a Work Order.
To configure Hotline routing:
1. In Salesforce, create a new custom Formula field named Zinc Hotline, and set the Content Type field value to Text.
2. Configure a formula for this new field that meets your requirements, for example:
CASE(SVMXC__Country__c,
'United States',
CASE(SVMXC__Product__r.SVMXC__Product_Type__c,
'Wearable',
'<US Wearable Hotline Address>',
'Consumable',
'<US Consumable Hotline Address>',
'<US Generic Hotline Address>'
),
CASE(SVMXC__Product__r.SVMXC__Product_Type__c,
'Wearable',
'<Global Wearable Hotline Address>',
'Consumable',
'<Global Consumable Hotline Address>',
'<Global Generic Hotline Address>'
)
)
'United States',
CASE(SVMXC__Product__r.SVMXC__Product_Type__c,
'Wearable',
'<US Wearable Hotline Address>',
'Consumable',
'<US Consumable Hotline Address>',
'<US Generic Hotline Address>'
),
CASE(SVMXC__Product__r.SVMXC__Product_Type__c,
'Wearable',
'<Global Wearable Hotline Address>',
'Consumable',
'<Global Consumable Hotline Address>',
'<Global Generic Hotline Address>'
)
)
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The example in this procedure uses a CASE formula to check the related product type and the country where the Work Order is located to determine the appropriate Hotline address to return. The formula first checks whether the Work Order is located in the United States. If so, the formula checks whether the relevant Product Type is Wearable. If so, the formula returns the address for the US Wearable Hotline. If not, the formula checks whether the Product type is Consumable, and if so, returns the appropriate Hotline address. If the Product type does not match either value, the formula returns a generic US Hotline address. You can customize formulas to use any available fields in an object to add sophisticated routing logic that ensures your users are seamlessly directed to the correct Hotline. For more information on how to configure this type of Formula field, see the Salesforce documentation.
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3. After you create the Zinc Hotline field, in ServiceMax Setup, navigate to your SFM Custom Action, and update the Participants field to point to the newly created custom field and route the custom action based on the formula.
For more information: