What’s New
The following are the new features in ServiceMax Core 25.1.
Product Structure
The Product Structure defines and manages the relationships between various components within a product ecosystem. It includes the management of parts lists, kits, bills of materials (BOM), and product templates. This feature provides a structured approach to handling product components, facilitating consistency and efficiency in product management.
The feature helps organizations manage and streamline their product-related processes. It ensures accuracy and consistency across various levels of hierarchy, which is crucial for maintaining product integrity and operational efficiency.
The Product Structure ensures standardized templates and structured lists to maintain uniformity, and simplifies the management of complex product hierarchies and relationships. It streamlines product-related processes, reducing time and effort required for management. Additionally, it minimizes errors by providing predefined combinations and structured lists, making the entire process more efficient and reliable.
Administrators can define and manage the relationships between product components. They use standardized templates to ensure consistency and create and update parts lists, kits, and BOMs. It ensures a streamlined interface for managing product data, reducing complexity and potential errors in product management.
The end users can access predefined parts lists, and BOMs through the Product Structure feature. The feature makes it easier to understand and use product-related information. They experience a clear and organized presentation of product data, facilitating better decision-making and efficient use of resources.
Preventive Maintenance
Work Plan Support for Time-Based and Condition-Based PM Plans
ServiceMax platform now enables users to associate a Work Plan with Time-Based and Condition-Based PM plans, streamlining the process through efficient Work Plan assignment. This enhancement ensures that PM Work Orders automatically include the generation of Service Products with relevant tasks and recommended parts, improving efficiency.
Admins can define necessary PM tasks and recommended parts using a Work Plan, and assign it to a PM Plan Template or PM Schedule Template.
End users can create PM Plans using PM Plan templates with Work Plans or directly assign a Work Plan to a PM Plan or PM Schedule Definition.
The PM process now leverages the Work Plan from the PM Plan Header or PM Schedule Definition to automatically generate PM Work Orders with assigned work plans, tasks, recommended parts, and service products. It also creates Service Product lines for installed products covered under the PM Plan.
This enhancement ensures that PM Work Orders are consistently generated with accurate information, which are aligned with predefined parameters and processes.
Work Plans and Task Management
The following are the new features in the Work Plans and Task Management.
Auto Assignment of Work Plans to Work Orders and Service Products
The Work Plans and Task Management capability is enhanced with automated work plan assignment to work orders and service products. With this enhancement, when the work order is created, the qualifying work plans are automatically assigned to the work order and the service products.
This saves the manual effort required to assign work plans to every work order and the associated service products. It also ensures the complete coverage of work plan assignment and eliminates human errors that might cause in case of manual assignment.
Administrators can set up the assignment rules for both Work Order and Service Product, defining qualifying criteria and configuring Work Plan assignment.
When the Perform Auto Assignment checkbox is selected on a Work Order or Service Product, the assignment engine runs and evaluates the rules in sequence to find Work Orders or Service Products that qualifies the rule. Based on the configuration, either a specific work plan or work plan(s) that match the criteria are assigned to the Work Order or Service Product.
When adding Service Products to a Work Order, if Auto-Assign Work Plans to Service Products checkbox is selected, Work Plans that qualify the rules will be assigned to the Service Product.
For example, if a break-fix work order is generated for highly critical medical device, the corresponding work plan with service tasks containing instructions for quick and assured fix of the device is assigned to the work order.
For more information, see
Auto-Assignment Rules.
Generation of Labor Lines on Task Completion
The Work Plans and Task Management process is now enhanced with automated labor line creation upon service task completion. With this enhancement, labor lines are automatically generated when a technician or field engineer completes a service task, eliminating the need for users to manually enter labor details through the debrief action.
A new flag is available on service tasks that admin or planner can enable to indicate eligibility for labor line creation.
This automation can occur either upon the completion of individual service tasks or after the entire work plan is completed.
During service task execution, labor lines are generated for eligible tasks when the technician or field engineer records the actual time spent and marks the task as completed.
Entitlement Status Check for Service Products and Work Plans
End users can now perform the entitlement check on Service Products and Work Plans added to a Work Order from the Work Plan Execution UI. Selecting this option allows users to verify whether a Service Product or Work Plan is covered under a service contract and select one from the available list of service contracts.
Users can view the entitlement status of service products added to the Work Order. When a new Service Product is added to a Work Order, the status might show as Not Covered, displays the contract name, or prompts users to select an entitlement based on the auto-entitlement check performed on the Service Product.
The pricing for the service offered is calculated based on the entitlement status of the Service Product.
This enhancement helps users to easily and quickly determine whether the customer is covered under contract for the service requested on the product or needs to be billed for the service offered.
For example, a repair work order is generated for a medical device. Entitlement check is performed for the associated service product, which is the medical device. If the hospital is covered under service contract, it will be linked with the service product and pricing happens based on the coverage.
Administrators can configure entitlement rules to perform auto-entitlement check on Service Product or Work Plans. When Perform Auto Entitlement is checked on Service Product or Work plan, the entitlement engine executes the rules and displays coverage status against each entry.
When Work Plans are automatically assigned, auto-entitlement check is performed on both Work Plans and Service products, and coverage status is displayed.
Simplified Service Task Completion
Users can now bulk complete their assigned tasks directly from the Work Order view using the Mark My Tasks Complete option available at each Work Plan level. Only tasks without linked activities are eligible for bulk completion.
Additionally, from the Service Tasks tab, users can complete simple tasks with a single click. For tasks with linked activities, a Launch option is provided to initiate the associated process.
Support for DataGuide Forms and Document Templates in Service Tasks
The Work Plan now supports DataGuide Forms and Documentation templates types of tasks that enables technicians to update details on DataGuide forms and templates during task execution.
Admins can now configure DataGuide as a linked activity for a task during work plan creation.
Planners can add DataGuide tasks to a Service Product, enabling technicians to seamlessly execute these tasks.
Entitlements and Pricing Service Product
Service Product and Work Plan entitlement checks are now performed by a new Entitlement Engine. Administrators can now create rules that determine coverage by matching conditions on the Service Contract for the Work Order and Service Request objects using the new Entitlement Rules configuration page.
Entitlement rules are executed in sequence until coverage is found for the Service Product and/or Work Plan associated with the record. Each rule includes general information and match conditions such as dates, installed product, work plans, account, and/or location. When multiple matches are found, the rule defines actions to take—either to sort and apply the best match or to skip assignment altogether.
For the Service Request object, the Entitlement Engine returns matching results based on the conditions defined in the rule, requiring the user to select the appropriate service contract. In contrast, for the Work Order object, the rules automatically find and apply the matching service contract to the respective record.
The same set of rules applies to both auto-entitlement and interactive entitlement checks. When Perform Auto Entitlement is enabled on a Work Order, the entitlement check for Service Products and Work Plans is triggered only if the Work Order has no associated components or product service lines, and neither the Service Product nor the Work Plans are already entitled.
For pricing, only the entitlement status of the Service Product is considered. To enable pricing on work detail lines entitled by Service Products, add the Get Price code snippet as a button to the SFM Debrief process. If the work detail lines are not entitled through the Service Product, pricing defaults to the Work Order's entitlement status.
SFM Designer
Bar Code or QR Code Parsing with OnScan Field Event Configuration
Admins can now configure the OnScan Field Event and pass the relevant JavaScript code snippet within the SFM Designer. This allows for the automatic extraction and population of specific information from scanned QR codes into relevant fields, reducing manual data entry errors and improving workflow efficiency.
Previously, users had to manually parse QR code data to extract relevant information, leading to inefficiencies and potential errors. By enabling automated parsing and field population from QR codes, this feature streamlines data entry, enhances accuracy, and improves operational efficiency within the ServiceMax platform.
The OnScan Field Event is applicable in both Header and Child sections, and supports Text and Text Area data types. This field is supported only in the Go app and not in SFM Delivery.
For more information, see
Field Properties.
Depot Service Request
ServiceMax platform introduces the Depot Service Request capability that enables organizations to initiate the process for managing repairs and returns of products at a depot service center, allowing for efficient handling of customer issues and tracking of the repair process.
The Depot Service Request feature enables end users such as customers and support agents to initiate service requests for faulty assets or products that need service in a depot environment. Users can submit these requests from Account, Case, Work Order, and Community portals. The process involves providing necessary details, selecting the products that need service, and submitting the request for further action.
The following are the key capabilities:
• Pre-fills address information based on the user's account or location, reducing manual input and minimizing errors.
• Offers advanced filtering options to efficiently identify and select specific products requiring service.
• Automatically assigns products to the appropriate depot based on the products and the customer's geographical location, ensuring optimal service routing.
Upon request submission, work orders or service products are automatically created for each item, with relevant work plans assigned based on the selected service, streamlining the repair process.
Admins can configure the following:
• Depot Qualifier: Define geographical and product attributes for each depot to enable automatic mapping of most suitable depot when raising a Depot Service Request.
• Logistic Services: Configure logistic services for various return or exchange scenarios—such as Repair & Return, Return & Exchange, and Return & Repair with Temporary Replacement. This ensures that users can view their service entitlements based on existing contracts mapped to these work plans.
• Depot Request Settings: Define expressions and data mappings, configure default logistic work plans, and set depot locator match settings.
For more information, see
Depot Service Request.
Package Flows
The following is the list of package flows introduced for this release:
• SMAX - Create Labor Line Work Plan Completion: Creates Labor Line from completed Service Tasks upon Work Plan completion.
• SMAX - Evaluate Consumed Quantity on Work Plan Assignment: Evaluates Consumed Quantity on Work Plan Completion and updates Covered Work Plan.
• SMAX - Perform Auto Assignment on Service Product: Performs Work Plan Auto Assignment when Perform Auto Assignment is set to true on Service product.
• SMAX - Perform Auto Assignment on Work Order: Performs Work Plan Auto Assignment when Perform Auto Assignment is set to true on Work Order.
• SMAX - Create Levels for Product Structures: Creates levels for product structures type service BOM.
• SMAX - Execute Entitlement Verification On Service Product: Performs auto entitlement on the Service Product when Perform Auto Entitlement is set to true on the record.
• SMAX - Execute Entitlement Verification On Service Request: Performs interactive entitlement on the Service Request to check for coverages on the faulty Installed Product added during the submission of depot service request.
• SMAX - Execute Entitlement Verification On Work Order: Performs auto entitlement on the Service Product(s) and Work Plan(s) associated with the Work Order when Perform Auto Entitlement is set to true on the record.
• SMAX - Execute Entitlement Verification On Work Plan: Performs auto entitlement on the Work Plan Assignment when Perform Auto Entitlement is set to true on the record.
• SMAX - Dynamic PM Plan Work Order Cancelation: When a PM Plan is updated to 'Canceled' status, this flow will ensure all active, future-dated Work Orders associated with the PM Plan will also be updated to a canceled status. This only applies to WOs that do not have any labor lines captured on their WD Lines, and whose Preferred Start Date is in the Future.
For more information, see
Core Package Flows.