What’s Enhanced
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INSTALLED BASE MANAGEMENT
Enhanced Technical Attribute Template assignment
Admins can now assign multiple products, product families, and product lines to a single Technical Attribute (TA) template. This enhancement is available when creating or editing TA templates in the Lightning UI. Thisreduces the number of templates required, simplifies maintenance, and saves admin time. It also allows the same template to be reused across multiple matching records.
For more information, see Creating Technical Attribute Templates in Lightning Experience.
Improved admin controls in Technical Attributes Lightning component
The Core Technical Attributes Lightning component is now enhanced to give admins greater control over user actions. Admins can now configure which actions are available to users through component properties. By default, all actions are enabled.
The following are the new admin configurable options:
• Allow to Edit Attributes: Allows users to record attribute values. If not selected, users can only view attribute values and history.
• Show Save Updates Only: Displays the Save Updates Only button, allowing users to save only the modified attributes. If not selected, this button is hidden.
• Show Reset: Displays the Reset button, allowing users to discard changes and restore the last saved values. If not selected, this button is hidden.
• Allow Individual Attribute Update: Allows users to update attribute values individually. Admins must enable Allow to Edit Attributes option. If not selected, individual attribute updates are not allowed.
For more information, see Configuring Lightning Widget for Technical Attributes.
SaveTechnicalAttributes API now supports Lookup Attributes
The SaveTechnicalAttributes API now supports lookup data type attributes. This allows users to save and retrieve lookup-type technical attributes through the API, improving flexibility and integration with related records.
For more information, see SaveTechnicalAttributes API.
INSTALLED BASE TREE ENHANCEMENT
The Installed Product Hierarchy (IB Tree) now provides a more intuitive and structured view of installed products. This improves visibility, collaboration, and efficiency across sales, support, and service teams by making it easier to access and understand installed product data.
Installed Products are now organized in a tree structure, allowing users to easily navigate and understand relationships between assemblies, sub-assemblies, and parts. The new structure makes it simpler to identify dependencies and configurations, reducing the time needed to locate relevant data. For more information, see Actions and Interactions on the IB Hierarchy Tree View.
WORK PLANS AND TASK MANAGEMENT
Auto-assignment rule configuration enhanced to view and create qualification criteria
Admins can now view details of existing criteria or create a new qualification criteria in a separate browser tab while configuring an Auto-Assignment Rule. The Auto-Assignment Rule page remains open, allowing admins to return and select the new criteria immediately. This improves workflow efficiency and reduces navigation effort.
For more information, see Creating an Auto-Assignment Rule.
Bulk task completion enabled for Service Products
End users can now mark all tasks assigned to them as complete in bulk at the Service Product level. When this action is triggered, the system displays a list of tasks assigned to the user across all Work Plans related to that Service Product. Users can review the list and complete them in bulk. This improves efficiency, reduces manual actions, and helps finish work faster when multiple tasks belong to the same Service Product.
For more information, see Marking Your Tasks as Complete in Bulk from a Service Product.
Improved user experience for managing Work Plans and Service Tasks
The Service Products & Tasks lightning widget in the Work Order has been redesigned to offer a more intuitive and streamlined experience for managing Work Plans, Service Products, and related tasks within a Work Order.
The following are the key enhancements:
• The Empty State View now includes actionable buttons and contextual help text on initial load, helping users understand the widget’s purpose and guiding their next steps when no data is available.
• General Tasks and Service Products are now displayed in separate sections, providing a clear visual distinction between task types linked to Service Products and those linked directly to the Work Order.
• The widget is now reusable and configurable to display Service Products, General Tasks, or both, offering flexibility to organize information on the Lightning record page.
• The Work Plan and Service Product header layouts have been rearranged for improved readability, consistency, and visibility of key information.
• Indicators such as Overdue and Comments on service tasks have been redesigned for clearer visibility.
For more information, see Managing Work Plans and Tasks.
Enhanced admin controls in Service Products and Work Plans Lightning component
The Service products and Work Plans Lightning component is now enhanced to give admins greater control over user actions. Admins can now configure which information appears to users through component properties. For example, you can add the same Lightning widget to two tabs on the record page. One tab can show only Service Products, and the other can show only General Tasks and Work Plans linked to the Work Order.
By default, these actions are disabled.
The following are the new admin configurable options:
• Hide General Tasks: Hides the General Tasks section in the Service products and Work Plans interface when this property is selected
• Hide Service Products: Hides Service Products section in the Service Products and Tasks interface when this property is selected.
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At least one of these properties must remain unselected for data to display in the interface.
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For more information, see Configuring the Work Plan LWC Component to Work Order
ENTITLEMENT
Entitlement rule admin screen enhancements for easier configuration
Administrators can create entitlement rules to perform entitlement checks based on Warranty match. Administrators can also create entitlement rules to perform entitlement checks based on both Warranty and Service Contract match and select preferences when multiple valid matches are identified by the entitlement engine.
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In the seeded Service Product and Work Plan Entitlement rule, the Select Date Field to check coverage has been changed from Scheduled Date to Created Date. This update applies only to new installations or when the rule is not already present during an upgrade.
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For more information, see Service Product and Work Plan Entitlements.
Entitlement engine improved to identify Service Contract coverage by contact match
The Entitlement Engine now matches the Contact fields from the Installed Product or Work Order with the contact information on a Service Contract and automatically applies the relevant coverage to the Service Product or Work Plan. When a match is found, the system automatically applies the relevant coverage to the service product or work plan.
In the Entitlement Rule, Administrator can configure Contact fields alongside Account and Location from Installed Product or Work Order objects. After entitlement is applied, the system stamps the entitlement details on the Service Product and Work Plan records and creates an Entitlement History record for logging and audit purposes.
This enhancement improves accuracy and reduces manual verification, ensuring that the right coverage is applied consistently and tracked for audit.
For more information, see Creating an Entitlement Rule for Work Order to Identify Service Contract Coverage.
Enhanced interactive entitlement assignment for Service Products and Work Plans
The Interactive Entitlement experience has been now enhanced to improve visibility and usability when managing Product Warranties and Service Contract coverages for Service Product or Work Plan records within the Service Product and Work Plans widget.
The following are the key enhancements:
• The Select Entitlement action has been renamed to Assign Entitlement.
• When invoked from a Service Product or Work Plan record, the enhanced Assign Entitlement modal now displays all valid Warranty and Service Contract coverages applicable to the selected record.
• Users can assign, reassign, or update entitlements by selecting the most suitable coverage for the customer request.
• The interface enables Planners, Customer Service Representatives, and Service Managers to compare multiple coverage options and make informed decisions.
• The Filter option allows overriding admin defaults to extend search criteria for additional coverages.
• The Settings option enables adding or removing columns for side-by-side comparison between Product Warranties and Service Contracts.
• Users can now select Not Covered as an option and add Entitlement Notes for reference.
• The Entitlement History section provides visibility into previously assigned entitlements for the Service Product or Work Plan.
For more information, see Assigning Entitlement for a Service Product and Assigning Entitlement for a Work Plan.
Work Plan coverage as a service independent of Service Product
The entitlement process now supports Work Plan coverage as a service independent of the Service Product.
The entitlement engine automatically applies the available Work Plan coverage defined in the service contract when matching coverage for Service Product and Work Plan combination is not found. This ensures that valid coverage is still applied at the Work Plan level, even if no corresponding Service Product coverage exists.
This enhancement improves entitlement flexibility and accuracy by allowing Work Plan–specific coverage to function independently. It helps users ensure that all eligible work activities are covered appropriately, preventing entitlement gaps and reducing manual intervention.
For more information, see Entitlement Rule Execution Process using Service Contract Coverage.
Improved billing information population on Work Detail
The logic for populating the Billing Information field on the Work Detail page has been enhanced. As part of the Get Price action, additional details such as Line Type, Entitlement By, Entitled Record, Unit Price Source, Coverage Source and Value, and Discount are now automatically populated in this field.
This enhancement provides greater visibility into the sources of pricing and coverage applied to each activity type, helping users analyze billing data more effectively and make informed decisions.
For more information, see Initiating Price Calculation.
PRODUCT STRUCTURE
Product Structure grid now supports hierarchy mode
Technicians can now view the Product Structure grid in a hierarchical tree format instead of a flat list. This enhancement makes navigation easier, as technicians can quickly locate assemblies and parts within the hierarchy without scrolling through lengthy flat lists. It also improves efficiency through performance optimizations that ensure faster load times, even for large product structures. The scalability of the feature is supported by a Load More option, which enables the handling of large datasets. The hierarchical representation provides greater clarity by presenting assemblies, sub-assemblies, and components in their proper context. For more information, see Viewing the Product Structure.
Added search capability in Product Structure grid
The technicians, call center users, and other stakeholders can use the search capability in the Product Structure tree view to quickly locate assemblies or parts. This simplifies part identification, streamline ordering or confirmation, and improve efficiency in navigating product hierarchies. For more information, see Searching Parts in SBOM.
Replacement part identification based on Product Structure
Administrators can now define part replacements that are either independent of a product, or specific to a product’s structure (SBOM or Product Template). This improves accuracy by ensuring that replacement parts are tied to the correct product SBOM, preventing invalid or incompatible substitutions. It provides flexibility by supporting both global part-level and product-context replacements, and enhances usability. For more information, see Adding Replacement Parts.
Part detail modal enhancements for better visibility
The Part Detail window is enhanced to provide more information and improve usability. Users can now:
• View Product Information including Product Name and Code.
• Access a direct link to the Product page for complete part details.
• View the Part Family classification for broader context and related variants.
• Read the full Part Description with scrollable extended details.
• View attached images with navigation support to confirm accuracy and orientation.
• Explore Replacement Parts, with search functionality for quicker selection.
This ensures technicians and users have complete visibility into part details, enabling faster, more accurate decisions during part selection and replacement. For more information, see Viewing Replacement Part.
Hierarchy calculation for existing records without levels
Users can now generate missing hierarchy levels for older or incomplete SBOM records, ensuring that the hierarchy tree displays consistently and reliably. This enables administrators and technicians to trigger hierarchy calculations, that eliminates the need for backend interventions and reduces delays in troubleshooting. This feature streamlines product structure management, enhances efficiency, and provides users with a more complete and dependable view of assemblies and part relationships. For more information, see Generating Hierarchy.
PREVENTIVE MAINTENANCE
Group PM coverages to generate a single Work Order per location for time-based PM plans
The PM Engine is now enhanced to group installed product coverages of a PM Plan that share the same location and generate a single consolidated work order. This allows one PM Plan to cover multiple locations, generating work orders for each location with the covered installed products added as service products.
Previously, end users had to create multiple PM Plans by location and manually separate coverages across them. With this enhancement, the PM Engine dynamically groups coverages by location and generates consolidated work orders, reducing manual effort and administrative overhead.
Admins can enable this functionality by configuring the Number of Work Orders option to One Per Product Location in the PM Process. This setting is supported only in the Advanced PM Engine and not in the Basic PM Engine.
This capability applies only to PM Plans with the Installed Product coverage type. It is not supported for Location or Account coverage types.
For more information, see Processing PM Plans to Generate Work Orders per Shared Location of Installed Product Coverages.
Time-based PM plans with location coverage enhanced to add related Installed Products to Work Orders
The PM Engine now can automatically add all Installed Products related to a covered location as Work Detail Lines or Service Products on Work Orders generated from Time-Based PM Plans with Location Coverage. For multiple covered locations, one Work Order is created per Location, including all related Installed Products. Installed products are determined based on the applicable products/lines/families defined in the PM Plan’s Template.
Previously, users had to manually add Installed Products to these Work Orders, which increased manual effort and potential inaccuracies.
The following are the key benefits:
• Automatically includes all Installed Products based on location.
• Updates Installed Products when they move between locations.
• Eliminates the need to manually maintain covered product lists.
• Streamlines work and reduces manual effort.
• Ensures accuracy and prevents Installed Products from being missed.
In the Time-Based PM Process Configuration, admins can enable this functionality by selecting Include Installed Products by Location option in the Work Order Rules tab. This option is available only when the Number of Work Orders is set to One per Installed Product.
This functionality is supported only for Advanced PM Engines.
For more information, see Processing PM to Add Installed Products to Work Orders by Location Coverage.
SERVICE FLOW MANAGER
Enhanced time component in Date and Time picker for improved accuracy
The Time picker in DateTime component has been enhanced to make time selection faster and more intuitive during scheduling and data entry. The updated design reduces scrolling effort, highlights relevant time options, and improves overall accuracy.
The Time component has been updated with the following improvements:
• When you open the time picker and a time was previously selected, it now automatically scrolls to that time and positions it near the middle of the list, based on the available viewport.
• When no time has been selected, the picker will now suggest the time closest to the current time.
• Time selection automatically reflects the logged-in user’s time zone to ensure accurate and region-appropriate time entry.
For more information, see Date and Time Fields.
CONFIGURATION PROFILES
Improved user experience for creating and managing Configuration Profiles
The Configuration Profiles user interface has been redesigned to make it easier and faster for admins to create, manage, and maintain organization-wide and group profiles. This enhancement aims to improve visibility, reduce complexity, and offer a more intuitive experience when configuring user access and settings.
The following are the key highlights:
• Modern, Tab-Based Interface: The redesigned UI separates Org-Wide and Group Profiles into tabs, making navigation easier and profile management more organized.
• Simplified Profile Creation and Assignment: Profiles can now be created and assigned using a selection list instead of drag-and-drop. By default, only unassigned profiles appear for selection, reducing errors and improving accuracy.
• Enhanced Configuration Settings View: The new tree-grid layout simplifies locating and managing settings. Admins can search within the grid, reset values to default, and view the number of updates made. The hierarchical view of modules and submodules enables faster access and better organization.
• Advanced User Filtering: When creating user-based group profiles, admins can apply advanced filters to quickly find and assign the right users.
For more information, see Configuration Profiles.
DEPOT SERVICE
Enhanced user experience for Depot Queue management
The Depot Queue tab is renamed to Queue Overview if you are logged in as a technician and Depot Status Board if you are logged in as a supervisor. This new page has a redesigned interface that delivers a streamlined, intuitive experience for managing depot queue items. The responsive design provides real-time updates in an interactive card-based layout, along with detailed insights into queued items. With the new interface, users can track progress, identify bottlenecks, and perform quick actions.
This feature enables technicians to self-assign relevant work orders, focus on high-priority tasks, and track their progress more easily. Supervisors can track queue items, manage assignments, and set target dates to identify blocked tasks and streamline workflow.
The following are the key highlights of the Queue Overview or the Depot Status Board page:
• Flexible visualization with List, Summary, and Kanban views.
• Enhanced List View including Serial Number, Work Plan, Workstation, Due Date, and Progress columns.
• Summary Boards organized by Workstation, Technician, or Serial Number.
• Progress tracking with completion indicators.
• Improved visibility with:
◦ Assigned Workstations in the Metrics tab
◦ On Hold column for paused items
◦ Overdue tasks highlighted with red due dates
• Advanced Filters for sorting and targeted task identification.
• Bulk editing for Workstation, Due Date, Priority, and On Hold status.
For more information, see Depot Queue Overview and Depot Queue for End Users.
Work Order summary now displays parts and tools
The Work Order link now displays a list of parts and tools required to execute a work order. Users can also view the Required Parts linked to Work Plans needed for the depot repair process and check the inventory status of required parts and tools. This enhancement enables effective inventory management and ensures a smoother depot repair process.
For more information, see Metrics Drawer for Work Plan.
Warranty coverage support added for Depot Service requests
The Depot Service Request now displays warranty-covered Logistic Services and Work Plans for Installed Products. Users can add products and select applicable warranty services directly when submitting a request. Administrators can configure entitlement rules to automatically qualify warranty coverage, ensuring accurate eligibility, fewer manual errors, and efficient depot repair processing.
For more information, see Submitting Depot Service Request.
DISPATCH CONSOLE ENHANCEMENTS
Service organizations depend on the Dispatch Console (DC) to manage and schedule field service activities efficiently. As part of continuous modernization, ServiceMax is upgrading its scheduling framework from legacy components to the latest libraries. The legacy components will reach end-of-life (EOL) by the end of 2026, making it essential for organizations to transition to the new, supported version.
The Dispatch Console loads using the new libraries. An org-level configuration setting allows administrators to switch to the legacy version. For more information, see Launching Dispatch Console in Lightning Mode and Creating Custom Setting.
ISSUE REPORT AND FEEDBACK
Issue reporting enhanced to support Service Product on Work Orders
The Issue Reporting feature now supports the new Service Product (part setting topics updated) data model on Work Orders. Technicians can report issues at the Service Product level, no extra steps required. This streamlined process ensures that feedback is accurately linked to the correct product, enabling Product and Quality teams to act on insights more efficiently.
When submitting an issue report:
• If Service Product records are present, the Installed Product lookup on the Issue Report displays Service Products associated with the corresponding Work Order.
• If not, the system follows the old behavior to display Installed Products from either the Work Order or Work Details lines (i.e., Product Serviced).
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The Service Product feature is supported on Web in this release and will be available on the Go app in a future release.
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For more information, see Launching Issue Report and Feedback.
Improved Installed Product linkage on Connected Service Tip
Two new lookup fields are introduced on the Connected Service Tip record:
• Top-level Installed Product (lookup)
• Top-level Product (lookup)
These two new fields have been introduced to ensure that we associate the correct top-level Installed Product and Product fields when a user reports an issue or provides feedback on a component, thereby establishing better traceability.
The logic now:
• Allows users to select which Installed Product to use when multiple products are available.
• Saves the selected Installed Product and its product in the appropriate fields.
• Populates the Title field with the selected Installed Product’s name.
• Handles both top-level and child IB relationships, ensuring top-level fields are updated when there is a top-level installed product associated with the Work Order.
• Maps related fields such as Account, Location, and Work Order from the source record.
For more information, see Populating Top-Level Fields on Connected Service Tip.
MIGRATION TOOL
Support added for migrating Depot configuration rules
Administrators can now migrate the Depot Configuration Rules from one org to another using Migration Tool. For more information, see Core Supported Dependent Items.
Support added for migrating Depot management rules
Administrators can now migrate Depot Management Rules from one org to another using Migration Tool. For more information, see Core Supported Dependent Items and Depot Configuration Validations.
Migration of MCP Server configurations as part of AI configurations
Administrators can now migrate MCP Server Configurations as part of AI Configurations from one org to another using Migration Tool. For more information, see AI Configurations and AI Configurations Validations.
Migration of applicable Work Plans as part of PM Plan templates
Administrators can now migrate applicable Work Plans as part of PM Plan Templates from one org to another using Migration Tool. For more information, see Core Supported Dependent Items and PM Plan Template Validations.