ServiceMax Winter 14 SP User Guide - Docs 4 Sale
User Guide: Winter ’14 SP3875 Hopyard Road, Suite 300Pleasanton, CA 94588Copyright 2002-2014 ServiceMax, Inc.
Table of ContentsIntroduction Overview What's New . 1Getting Started . 6ServiceMax Processes . 8Setup Installation Getting Started . 12Install ServiceMax Package . 14Load Default Configuration and Page Layouts . 19Verify Installation . 22PM Scheduler. 24OptiMax Authentication . 26Offline Client Installation . 28Configuration Modules Getting Started . 45Basic Configuration . 49Advanced Configuration: Module . 54Advanced Configuration: Submodule . 57Advanced Configuration: Setting . 60Advanced Configuration: Display Tag . 64Advanced Configuration: Configuration Profile . 69Advanced Configuration: Auto-Entitlement Rules . 73Advanced Configuration: Counter Rules . 80Advanced Configuration: Inventory Process . 84Advanced Configuration: Manage PM Process . 98Advanced Configuration: PM Plan Templates . 105Advanced Configuration: Dispatch Process . 108Advanced Configuration: Dispatch Console Views . 134Advanced Configuration: Technician Eligibility Rules. 141Advanced Configuration: Skill Match Rules . 145Advanced Configuration: Dispatch Console Hovers. 150Advanced Configuration: SFM Custom Actions . 153Advanced Configuration: SFM Transaction Designer . 159Advanced Configuration: SFM Data Validation Rules . 214Advanced Configuration: SFM Wizards . 220ii
Table of ContentsAdvanced Configuration: SFM Mapping . 228Advanced Configuration: SFM Expressions . 238Advanced Configuration: SFM Migrator . 240Advanced Configuration: SFM Search . 245Advanced Configuration: Service Contract Proforma Process . 250Advanced Configuration: Services Proforma Invoice Process . 258Dispatch Optimization Using OptiMax . 268Sample Inventory Process . 275Troubleshooting Configuration Issues . 287Standard Settings. 288iPad Configuration . 300Mobile Configuration . 312Offline Client ConfigurationManage ServiceMax Offline Profiles . 312Manage Datasets . 319Manage Document Templates . 325Sample Offline Configuration . 328Report Builder . 331CustomizationCustomizing ServiceMax . 377ServiceMax Mail Merge . 391ServiceMax API. 395ServiceMax Offline Data Access API . 398API Messages . 422ServiceMax Translation Workbench . 424Using the Application. 426Accounts/Companies . 426Contact . 427Product . 428Location . 430Available Services . 433SLA Terms . 436Warranty Terms. 444Installed Products . 450Service/Maintenance Contract . 464iii
ServiceMax HelpActivity Masters. 476Service Pricebook . 478Service Plans . 480Booking Windows . 490Work Templates. 492Preventive Maintenance . 497Skills . 505Service Team . 507Territory . 527Case . 534Returned Material Authorization (RMA) . 553Shipment Order . 562Work Order . 571Service Quote . 605Dispatch Console. 609Parts Request . 650Stock Transfer . 659Stock Adjustment . 664Serial Number Selection . 667Dashboards and Reports . 669Using the SFM Transaction Screen . 672Service Parts & Reverse Logistics . 687Service Parts & Reverse Logistics Configuration . 688Depot & Stocking Locations . 689Routes & Stops . 695Repair Shipment Preparation . 700Forwarding Engine . 703Product Substitution Matrix . 708Returns Process. 711Receiving Process . 720Delivery Rules . 730Shipping Process . 734Sourcing Rules . 745iv
Table of ContentsUsing Service Parts & Reverse Logistics . 751Location . 752Case. 753Returned Material Authorization . 758Shipment . 765Fulfillment . 772Appendix . 775Use Cases Lookup Form Fill Use Case . 785Reference. 790Glossary . 792Training . 794Customer Community. 795ServiceMax Privacy Policy . 796Index . 797v
Introduction Overview What's NewServiceMax Winter '14 (December 2013)ServiceMax Winter '14 includes documentation for the following new features andenhancements. If you would like to see information regarding the previous release, Summer '13Documentation go here: What's New for Summer 13?Winter '14 Release DocumentationDispatch ConsoleVarious enhancements and improvements have been made to the Dispatch Console asdescribed in the list below: Ability to type in dates in the Date field in the Gantt chart (You must click theRefresh button for the dates to apply). Ability to define the display sequence for Service Teams and Territories (If youchange the display sequence, there is no Reset button to return to the default(alphabetical) sequence). Current Time Marker on Gantt chart Check Validity for Expertise SearchFind information about these features here: Dispatch Console.SFM Transaction Designer (Multi-source Processes)The SFM Transaction Designer is now enhanced to enable the configuration of multi-sourceprocesses.Find information about this feature here: Advanced Configuration: SFM Transaction Designer,section titled, Configuring Multi-source Processes.ServiceMax Translation WorkbenchThe Winter ’14 release provides end-user translation support for ServiceMax specific Labelsand Messages in the ServiceMax Suite online application. Administrators can access thisfeature via the App Administration Translation module in ServiceMax Setup.For information about this feature, go here: ServiceMax Translation Workbench.1
ServiceMax HelpScheduled Synchronization for LaptopsScheduled synchronization (sync) is available for Data synchronization in ServiceMax Mobilefor Laptops. Administrators must set up scheduled syncs to make this feature available to endusers. Access to this feature is available via ServiceMax Setup Mobile & Offline MobileConfiguration.Find information about this feature here: iPad Configuration, Mobile Configuration section.Enabling Attachments to iPadEnd users can now upload photos and videos to a Work Order. Administrators must configurethis feature before it is available to end users. Admins can access the module to set up thisfeature via the following path: ServiceMax Setup Service Flow Manager SFMTransaction & Docs Designer Go Advanced Options Attachment as the ObjectName.Find information about how to configure this feature here: Advanced Configuration: SFMTransaction Designer, section titled, Configuring iPad Attachments to Records.Advanced Download Criteria for Mobile DevicesWhen Attachments on an object are selected in the Advanced Options tab of the SFMTransaction Designer, this feature enables system administrators to configure whichattachments are available on a mobile device by File Name.Find more information about this feature here: iPad Configuration, Mobile Configuration sectionConfiguring Color-coding by Case for ServiceMax Mobile for LaptopsAdministrators can configure default colors based on priority (high, medium, low) for an Eventwith a Case attached to it for ServiceMax Mobile for Laptops. This feature requires setup. See"Configuring Calendar Settings" in the ServiceMax Mobile Configuration section. To accessthe module in the ServiceMax Suite application go to: ServiceMax Setup Mobile &Offline Mobile Configuration.For information about this topic, go to: iPad Configuration, Configuring Calendar Settings section2
IntroductionServiceMax Summer '13 (September 2013)ServiceMax Summer '13 includes documentation for the following new features andenhancements.For Administrators: Advanced Configuration: SFM Data Validation Rules: Configure SFM DataValidation Rules to display an error or confirmation message to end users when definedcriteria are met. Lookup Form Fill: This feature is available via the Advanced Configuration: SFMMapping module. Use the Lookup Form Fill feature to create attributes that enableinformation to be copied over to a record. Find information about this feature here: Advanced Filter Tab, Advanced FilterFields and Icons table, and Advanced Filter Configuration.Appendix Use Case: This new section features administrative use case examples. TheLookup Form Fill feature is the first use case documented for this section. Find more information about this feature here: Advanced Configuration: SFMMappingAdvanced Filter: This feature is available via the SFM Transaction & Docs Designermodule. Use the Advanced Filter tab to create advanced filters based on a relatedobject. Find information about this feature here: Advanced Configuration: SFM DataValidation RulesFind the use case here: Lookup Form Fill Use CaseSFM Literals/Constants/Field Attributes table: See table for a description of thefollowing Literal Names: SVMX.USER TRUNK, SVMX.CURRENTRECORD SVMX.CURRENTRECORDHEADER3
ServiceMax HelpFor End Users (technicians, call center agents, and so on): Lookup Form Fill: When you use the Lookup feature to select a Lookup value,information will be copied over to the related record. (You administrator must configurethis setting). Find information about this feature here: Lookup Form Fill, Lookup Form FillFeature ExampleAdvanced Lookup Filter: Advanced filters are administrator settings based on relatedobjects. If your administrator has enabled the override feature, you can turn theseadvanced settings off. (Your administrator must configure this setting). Find information about this feature here:Advanced 4Filter,AdvancedLookupFilterFeatureExampleAuto Resolve Lookup: Enables you to enter values on SFM Transaction lookup fieldsdirectly rather than opening the Lookup dialog box and choosing a value. (This is adefault setting available to all end users). .LookupYou can find information about this feature here: Auto Resolve Lookup
IntroductionAbout ServiceMax SuiteServiceMax Suite is the first and only complete on-demand solution for post-sales service, fieldservice, and strategic service chain management. Built and delivered as a native Force.comcloud application, the product gives you complete functionality to accurately control, monitor,and track all the activities a field service organization performs. With ServiceMax Suite, you areup and running quickly with a simple pay-as-you-go software-as-a-service (SaaS) model. VisitServiceMax to learn more about the modules and features of ServiceMax Suite.Language SupportServiceMax Suite offers language support for Chinese (Simplified), French, Portuguese(Brazilian), Chinese (Traditional), German, Japanese, Korean, Spanish, Italian, and Dutch. Toactivate the language translation for one of the languages mentioned above, your administratormust enable the Salesforce Translation Workbench and activate support for the desiredlanguage.About this DocumentThis document is intended to be a complete reference for administrators and end users ofServiceMax Suite. End users include service desk operators, service managers, technicians,and service partners. This document details the standard functionality of all ServiceMaxfeatures. Please contact ServiceMax professional services or your ServiceMax administrator tolearn about any custom functionality built during your ServiceMax rollout. Typically, customfunctionality includes workflow rules, approval processes, and custom screens and fieldsspecific to your business.NoteServiceMax makes every effort to ensure the accuracy of the information contained within thisdocumentation, but assumes no responsibility or liability for any errors or inaccuracies thatmay appear. If you do find any errors or inaccuracies, please send your feedback todocfeedback@servicemax.com.5
ServiceMax HelpGetting StartedGetting StartedSigning UpIn order to register as a ServiceMax user, your organization must first sign up for an appropriateedition of the Salesforce application first. You can also sign up for a trial edition of ServiceMaxthat is valid for a stipulated period. Please note that features included in your Trial Edition manynot be available in the ServiceMax Edition you choose to purchase. To learn about how tomanage your Trial Edition data and users, refer to Salesforce application user guide onSalesforce.com.Logging InYour Salesforce administrator must first add you as a Salesforce standard user and grantaccess to you to ServiceMax features. When your Salesforce profile is setup, you will receivean initial e-mail with your user name and password. The password must be changed upon yourfirst login.Pre-RequisitesIn order to use ServiceMax modules effectively, familiarity with the standard capabilities of theSalesforce application would be an added advantage, including navigation,creating/updating/deleting records, creating reports, using dashboards. To become familiar withthe Salesforce environment, visit Salesforce.com education on the web (select Services, thenTraining) and use the interactive introductory online presentations.Using the ApplicationSince ServiceMax is a native application (built and hosted entirely on the Force.com platform),with the Salesforce web-based interface, you can enter and find data at various points. As aServiceMax user, typically you start at the Home tab and preview your day’s events and tasks,and also view your critical activities such as Down Customers. You can choose one of the tabsto add, edit or review information, from the Home tab.Entering DataEntering data in ServiceMax is much like entering data in any web page or in the standardSalesforce application. Required fields are marked in Red. All other fields are optional and maybe left blank. If in doubt about the impact of leaving a field blank, refer to the User Guide sectionthat describes the specific application module.6
IntroductionAccessing DataYour administrator can customize many different areas to secure your data. Additionally, usersin Salesforce Professional, Enterprise, Unlimited, and Developer edition organizations cancontrol the access that other users have to their data, by sharing records individually withcolleagues. Refer to the online documentation on Salesforce.com to understand the levels ofpermission required for various types of accessibility.NavigatingYou can navigate between pages and select options using standard text and button links. Onindividual pages, you can also edit or update information using standard text fields, drop-downlists, and popup menus. The Case and Installed Product modules have special navigationcapabilities that are described in detail in the respective sections.Using the Salesforce Help & Training WindowThe Salesforce Help & Training window includes the resources you need to be successfulwith the Salesforce application. You can find answers to your questions by typing keywords inthe search area or by navigating through the index on the left. You can also download Tipsheets and best practice guides from the Help & Training window.NoteServiceMax assumes no responsibility or liability for any errors or inaccuracies that mayappear in the Salesforce Help & Training window. If you do find any errors, please send yourfeedback to docfeedback@salesforce.com.7
ServiceMax HelpServiceMax ProcessesServiceMax ProcessesTo maximize the benefits from the ServiceMax implementation, your support and serviceorganization is required to have a good understanding of the business processes supported byServiceMax. Once you have purchased ServiceMax, one or more of the following processes areavailable to use:Installed Base (IB), Warranty, and Service/Maintenance Contracts1IB, Warranty Terms, and Service Contracts ProcessesServiceMax offers multiple ways to create and manage information about Installed Productsproviding on-demand Entitlement Checks.1.Configure a back-office Enterprise Resource Planning (ERP) application, like Oracle or SAP tosend processed shipment information at regular intervals to ServiceMax.2.Configure Installed Products with ServiceMax's easy-to-use and rich user interface.3.Locate IB data in Salesforce. Installed Product information is displayed in a hierarchical treestructure so that users have a snapshot view of the product’s configuration and status of everycomponent in the tree.Warranty Terms can be linked to individual part numbers or a group of products identified byProduct Family or Product Line. When an Installed Product record is created, warranty iscalculated automatically based on the warranty terms defined.The Service/Maintenance Contracts module can be used to manage extended ServiceAgreements for Serial or Lot, tracked as well as non-tracked items. Coverage inService/Maintenance Contracts can be based on a group of Products (identified by productfamily or product line), Part Numbers, Installed Products, Customer Contacts, Locations, andService Types. An existing contract can also be renewed easily by a click of a button. Atrenewal stage, users can retain all coverage details as is or modify some or all of the coveragedetails.8
IntroductionServiceMax Entitlement Verification is an intelligent collaboration of automation and informeddecision-making. After the product and customer are identified on a support case, all availablewarranties and Service/Maintenance Contracts are displayed to the user in a grid format. Userscan then choose the relevant warranty or service/maintenance contract to entitle the customer.The complete history of Service entitlements made to customers is tracked automatically inServiceMax. With the help of the powerful dashboards and reports, management users canquickly learn the history of customer entitlements, grouped by products, regions, customers andcontacts.Parts Orders2Parts Orders ProcessReturned Material Authorization (RMA) is an important transaction to authorize inbound receiptof products returned by customers. RMA can be triggered from a support case when acustomer requests the return of a product for service/repair, or from a Work Order when a fieldservice engineer concludes that a product needs to be returned for factory or depot repair. TheRMA document can be printed using a configurable template, and can be attached to the Caseor Work Order in ServiceMax. When the returned products are received at the factory orwarehouse, ServiceMax users can process each RMA item manually or complete an entireRMA with the click of a button.Shipment Orders are required for all outbound products. A shipment transaction can be initiatedwhen a customer requests a loaner or demo product, when a replacement product is sentduring the repair life cycle, or when a repaired/serviced product is ready to be sent back to thecustomer. Similar to the RMA, shipment orders can be printed using configurable templates.When products are ready for shipping, ServiceMax users can process each shipment itemmanually or complete an entire shipment with the click of a button.Work Orders9
ServiceMax Help3Work Orders ProcessA Work Order is used to plan, execute, and manage Service events for Field and Depot serviceactivities. Service order creation can be triggered from a Case or an existing service order canbe cloned to manage related service events such as field and depot activities for the sameproduct. Service delivery in ServiceMax consists of many sub-processes:10 First, the Service order is assigned to a service group or a group member. Second, depending upon the customer entitlement, the service engineer can prepare anestimate of parts, time and expenses, and submit a quotation to the customer. Third, the service engineer can request one or more parts and receive them (if required). Fourth, during the course of service, the engineer can record the actualusage/consumption of parts, labor and expenses. Finally, the Work Order is closed by capturing details of service activity as well asanalytical information.
IntroductionInventory4Inventory ProcessInventory provides end-to-end field or warehouse inventory management. It supports stockadjustment, stock transfer, parts requests & receipts, and maintains the complete history ofstock transactions of items across multiple locations. This module also provides interactivestock lookup tools.ServiceMax inventory enables capturing, monitoring and automatic updates of parts inventory.In order to track inventory in a warehouse, repair center or field location, a stockable Locationmust be defined. With ServiceMax, you also have the option of tracking product inventory withserial numbers. Stock can also be tracked based on status such as Available, In Transit, andConsumed. The inventory is updated automatically based on user actions in varioustransactions such as RMA, Shipment, Work Order, or Stock Transfer.11
Setup Installation Getting StartedInstallation - Getting StartedPre-RequisitesIn order to start and complete the installation of ServiceMax application successfully, thefollowing pre-requisites must be met:1.You must be well acquainted with Salesforce administrative tasks and navigation, and you mustbe familiar with AppExchange.2.The Salesforce instance (also known as org) runs eith
change the display sequence, . SFM Transaction Designer (Multi-source Processes) The SFM Transaction Designer is now enhanced to enable the configuration of multi-source processes. Find information about this feature here: Advanced Configuration: SFM Transaction Designer, . Configuring Color-coding b
The ServiceMax Migration Tool accelerates and automates the migration of custom ServiceMax configuration items between environments. It can be invoked using the URL https://migrate.servicemax.com. The tool can either update or create the configuration items in the target org,
Currently, this migration is a predominantly manual process which takes significant time and involves verification of each migrated item in target org. Considering the above factors, the ServiceMax Migration Tool has been built to accelerate and automate the migration of ServiceMax configuration items from any source org to any target org.
Introduction As you implement ServiceMax, you may need to integrate it with your back-office applications. What you integrate depends on the information needs of your field service team, your
Spring Volume 22 Number 3 Summer Volume 22 Number 3 Convention Volume 23 Number 1 1988 Winter Volume 23 Number 2 Spring Volume 23 Number 3 Summer . Spring Summer Fall 2015 Winter Spring Summer Fall 2016 Winter Spring Summer Fall 2017 Winter Spring Summer Fall 2018 Winter Spring Summer Fall . Author: Joan Thomas
WINTER All-Academic Team - March 19, 2013 FOR IMMEDIATE RELEASE NESCAC Winter All-Academic Team Released 871 Winter Student-Athletes Recognized for Academic Excellence HADLEY, Mass. – A total of 871 student-athletes have been named to the 2013 NESCAC Winter All-Academic Team by the conference office today.To be
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Agile Software Development with Scrum Jeff Sutherland Gabrielle Benefield. Agenda Introduction Overview of Methodologies Exercise; empirical learning Agile Manifesto Agile Values History of Scrum Exercise: The offsite customer Scrum 101 Scrum Overview Roles and responsibilities Scrum team Product Owner ScrumMaster. Agenda Scrum In-depth The Sprint Sprint Planning Exercise: Sprint Planning .
