What’s New
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INSTALLED BASE MANAGEMENT
Introduced Lightning UI for creating and managing Technical Attribute Templates
The new Lightning UI simplifies the creation and management of Technical Attribute Templates. This interface offers a modern, streamlined experience, making it easier and faster for users to define, update, and maintain technical attribute templates.
With this interface, admins can quickly define template details, specify application criteria, and organize multiple attributes within sections.
If users are in a Lightning org and access the Technical Attributes Template from the Installed Base App Setup admin page, they are automatically redirected to the Lightning UI.
For more information, see Creating Technical Attribute Templates in Lightning Experience.
Added support for Lookup Attribute Types in Technical Attribute Templates
The Technical Attribute Template now supports lookup-type attributes.
In the Technical Attribute Template, admins can add attributes of the lookup data type and define lookup filters on selected objects to limit the data displayed to users. For example, you can add Software Version as a lookup attribute. You can add object that holds software version details, including filter to show entries specific to the product for which template is created.
End users can record values for the Installed Product’s lookup attributes during Work Order execution or Task execution. For example, a remote engineer is presented with a definitive list of software versions relevant to the installed product for selection.
For more information, see Adding Lookup Type of Attributes in Technical Attribute Templates.
WORK PLANS AND TASK MANAGEMENT
Added support for Technical Attribute Task Type in Service Tasks
The Work Plan now supports the Technical Attribute Template task type, allowing technicians to record technical attribute values for the service products associated with the work order. When executing tasks linked to a Service Product, technicians can directly record attribute details in the task record.
From the Work Plan Library, admins can add either a Technical Attribute Template or Assign Technical Attribute Template at Runtime option as a linked activity during Work Plan creation.
Planners can add Technical Attribute tasks to Service Products, ensuring attribute details are captured seamlessly during task execution.
This capability enables technicians to capture all necessary details from a single view during service task execution, reducing clicks and improving efficiency.
For more information, see Adding a Technical Attribute Template Task and Adding the Assign Technical Attribute Template at Runtime Task.
Enabled filtering of recommended parts by Product Structure when adding to Work Plans
When creating a Work Plan, users can now filter parts based on Product Structure and add relevant parts to the Work Plans. In the Add Parts pop-up window, the new Filter By Product option allows users to filter parts by the Product or Product Family added in the Applies To tab of the Work Plan. When this filter is applied, the system displays all related parts or SBOMs associated with the selected Product or Product Family.
This feature helps users quickly find and add the right parts to the work plan, reducing errors and improving accuracy.
For more information, see Adding Parts to a Work Plan.
ENTITLEMENT
Interactive entitlement available for Service Products and Work Plans
ServiceMax platform now enables users to verify and assign the right coverage for Service Products and Work Plans on a Work Order. This enhancement helps avoid service leakage and ensures customers receive the correct level of service based on their warranties and contracts.
With this enhancement for Work Order Entitlement, users can:
• Run entitlement checks directly from a Work Order to confirm coverage.
• View a clear coverage summary for each service product, including Covered, Pending, or Not Covered status.
• Select or re-select applicable warranties or contracts from a tabular view.
• On each Service Product or Work Plan, you can view the applicable warranties or service contracts and select the one that applies.
• Apply filters to search for additional coverage options and update entitlement selections.
• Access entitlement history and usage summaries to support accurate decision-making.
This feature streamlines entitlement verification and assignment, reducing manual errors and ensuring that the most appropriate coverage is applied. For example, when a CSR is reviewing a Work Order created from a Service Request or Case, they can now use the Assign Entitlement interface on Work Orders to review and compare active warranties and service contracts for all Service Products and associated Work Plans linked with the Work Order. Using the new interface, they can compare and assign the most suitable coverage to each Work Plan. Service Product entitlement is used as a fallback for Work Plans with no coverage.
For more information, see Performing Interactive Entitlement for Service Product and Work Plan.
An administrator can define defaults that must be displayed in the interactive entitlement interface, like Service contract, warranty columns, Future and expired contracts, and coverage range in months, Display field, and whether to show or hide Work Plan coverage details.
For more information, see Interactive Entitlement Settings.
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The Assign Entitlement custom action is available under the Work Order SFM wizard as part of the package.
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WORK PLAN AS A SERVICE AND PRICING
Covered Work Plan support for Warranty Term
Work Plans can now be offered as a service with associated Warranty Terms. Each Work Plan in the Work Plan Library, represents a unit of work or service offering.
Linking Work Plans with Warranty Terms enables businesses to configure detailed Parts, Labor, and Expense coverage percentages for each service included in the warranty, providing greater flexibility and precision in warranty management.
Administrators can define Parts, Labor, and Expense coverage percentages for each Work Plan linked to a Warranty Term.
Covered Work Plans are automatically created when a Product Warranty is generated for IB using the default flow “Create Covered Work Plan for Product Warranty.” Work Plans associated with a service product inherit coverage percentages from their corresponding Covered Work Plans during Product Warranty entitlement. The pricing engine uses these inherited values for billable calculations.
To enable this automation, administrators must ensure the “Create Covered Work Plan for Product Warranty” flow is active under the Packaged Flows in the ServiceMax Setup. By default, the flow is Active.
For more information, see Adding Covered Work Plans to a Warranty Term.
Work Plan offerings included in Service Plans
The ServiceMax platform introduces a new feature that enables administrators to templatize Covered Work Plans for a Service Contract on the Service Plan, via Work Plan Offerings, streamlining Service Contract creation and improving operational efficiency. A new Work Plan Offering tab has been added to the Service Plan configuration interface, allowing Contracts Managers and Backoffice Administrators to associate one or more Work Plan Offerings with a Service Plan. When a Service Contract is created using such a Service Plan, the system automatically generates the corresponding Covered Work Plans, ensuring standardized service coverage without manual setup. This enhancement eliminates the need to manually add Covered Work Plans to a Service Contract, reducing administrative overhead and minimizing errors.
Administrators can define and manage Work Plan Offerings using the existing SFM Service Offerings and can add, edit, or remove them during Service Plan setup.
For more information, see Adding Work Plan Offerings.
End users who create Service Contracts using predefined Service Plans benefit from a streamlined experience as the system automatically includes the associated Covered Work Plans, enabling faster contract creation and reducing the likelihood of configuration errors.
For more information, see Creating Service Contract from Service Plan.
Unlimited coverage support for Covered Work Plans in Service Contract
Businesses can now specify unlimited unit coverage for Covered Work Plans in the Service Contract as part of the service agreement. Set the Unlimited Units field to true on the Covered Work Plan in your Service Contract to enable this feature.
This enhancement provides the following benefits:
• Reduces Administrative Work: No need to track remaining units manually.
• Ensures Reliable Entitlement: Every eligible service record is automatically entitled.
Contract managers can set the Unlimited Units field to true on the Covered Work Plan added to a Service Contract.
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On the seeded Edit Coverage page for Service Contract, under the Covered Work Plans tab, the user can manage Parts, Labor, and Expense Coverage Percentage, as well as unlimited coverage as part of the package.
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For more information, see Adding Covered Work Plans.
Service Product coverage with Warranty
Entitlement assignment for Service Products and associated Work Plans has been enhanced to include coverage under Product Warranties in addition to Service Contracts. This ensures that entitlement checks now consider both warranty and service contract coverages when determining eligibility.
Administrators can now create rules that determine coverage by matching conditions on warranty coverage in addition to service contracts, using the new Entitlement Rules configuration page for Work Order and Service Request objects. These rules can evaluate warranty, contract, or both, using match conditions such as dates, installed product, account, contact, and location. Rules are executed in sequence until coverage is found. If multiple matches are identified, the system applies the best match based on configured preferences or skips assignment if no valid coverage is available.
The entitlement engine automatically applies coverage to Service Products and Work Plans based on configured rules. For Work Plans, coverage is checked only when they are linked to Service Products or Service Requests. Warranty checks do not apply when Work Plans are added directly to the Work Order. All entitlement decisions are logged in history for audit and analysis.
For more information, see Entitlement Rules for Service Product and Work Plan.
Work Plan pricing introduced
Work Plans can be offered as standalone services or linked to a Product, Installed Product, or Location, and each Work Plan can have its own price. Businesses can add Work Plans to Service Plans or Warranty Terms, and those Work Plans are inherited by the related Service Contracts or Product Warranties. When a Service Product has multiple Work Plans, each Work Plan can have different coverage, and any Work Details created from them automatically use the correct coverage and price.
Administrators can set up Covered Work Plans by defining coverage percentages, pricing rules, valid dates, and where the Work Plan applies. Pricing for Work Plans is managed through Service Price Books, where administrators can set unit prices for Work Plans or for Work Plan and Part combinations. The updated Advanced Get Price snippet (Code 011) ensures accurate pricing and must be added to the Debrief SFM. For more information see Adding Work Plan Offering and Adding Labor for Work Plan.
Coverage can be assigned automatically based on entitlement rules or adjusted manually in the Interactive Entitlement screen. After a Service Task is completed, the system creates a Labor Work Detail and applies the correct coverage and unit price to calculate the billable amount. For Parts and Expenses, coverage and pricing come from either the Covered Work Plan or the Service Price Book. If a Work Plan is not covered, the system checks entitlement at the Service Product level.
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The Edit Service Book SFM has been updated to support work plan pricing.
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For more information, see Work Plan as a Service.
PRODUCT STRUCTURE
Product Structure–based filtering in SFM Product Lookup
ServiceMax offers Product Structure–Based filtering in the Product Lookup feature, available when users launch an SFM that includes Product Lookup configurations. This enhancement ensures that only parts relevant and compatible with the installed product are displayed, improving accuracy, reducing lookup complexity, and preventing incorrect part selections.
Administrators can configure the Product Structure–Based filtering in the Lookup Filter for Product related objects:
• Enable Product Structure–Based Filtering to automatically filter parts based on the installed product’s product structure.
• Configure the Object and its Product field to ensure the lookup displays the correct Product Structure for that object.
• Optionally, enable Allow User Override of Product Structure Filtering, allowing users to manually disable the filter and view all available parts.
End users can access the related Lookup from an associated SFM (for example, Debrief or Work Order flows) and filter parts based on the product structure. The system automatically filters and displays parts matching the installed product’s product structure.
When the Override Filter property is enabled, users can override product structure–based filtering and select other parts as needed.
For more information, see Filtering Parts by Product Structure in Lookup Field.
Installed Base validation based on Product Structure
Service organizations often manage complex Installed Base (IB) records that must accurately reflect the actual product hierarchy in the field. Discrepancies in IB data can lead to inaccurate service planning, missed compliance requirements, and inefficiencies in maintenance execution.
This enables organizations to validate IB records against a defined Product Structure and calculate variance scores to identify mismatches. It also offers new administrative tools, visualization capabilities, and automated variance calculation, providing a holistic approach to IB data accuracy.
Organizations with large asset portfolios face the ongoing challenge of ensuring that the Installed Base reflects the correct product configuration. Manual checks are time-consuming and error-prone, and a lack of variance scoring makes it difficult to prioritize corrective actions. The feature addresses these challenges by automating variance calculation using defined product rules and weightages, offering visual insights into Product Templates and BOM-based validations, providing admin-level configuration tools for rule creation, source management, and scoring, and integrating variance calculations into Flow-based automation for seamless execution.
The feature includes several key functionalities such as Product Template visualization to enhance understanding of product hierarchy during IB validation, graphical representation of SBOM-based validations to help identify discrepancies more quickly, automatic calculation of data variance scores based on configured rules, a list view for managing IB variance rules, and a multi-step rule configuration process that includes general settings and product selection, source definition for variance checks, and weightage assignment for sources.
Administrators can use the Product Rules list view to configure and manage rules and can define variance data sources, set general rule parameters, and assign weightages through a guided multi-step wizard. For more information, see Installed Base Variance Validation and Calculations.
End users can visualize Product Templates and SBOM-based validations to quickly identify mismatches. Review calculated Data Variance Scores to prioritize corrective actions on assets. For more information, see Viewing IB Variance.
Replacement Part search in SFM Product Lookup
End users can now use Replacement Part Search in SFM Product to easily find approved alternative parts when the primary part is unavailable. This feature works with Product Structure–based filtering to ensure that only compatible replacement parts are displayed.
Administrators can enable Replacement Part Search options in the Lookup Filter setup for the Product-related objects to display dedicated Replacement Parts column in the Parts Lookup modal.
From the Parts Lookup modal, end user can search for the replacement parts within an SFM. The system displays relevant replacement parts. If Product Structure filtering is enabled, both product structure-specific and generic replacements are displayed. Otherwise, only generic replacement parts are displayed.
This ensures parts availability, minimizes service delays, and enhances first-time fix rates by allowing technicians to quickly find suitable replacement parts.
For more information, see Filtering Parts by Product Structure in Lookup Field.
Support for Return Order configuration
Service organizations frequently manage complex part replacement workflows where defective or unused parts must be efficiently returned to inventory or suppliers. In traditional processes, these return activities are often handled manually, resulting in delays, inconsistent tracking, and potential compliance issues with return and refurbishment policies.
This feature allows administrators to enable Return Orders in the Part Setting process, ensuring every replaced part is accurately tracked and returned as part of a controlled, system-driven workflow. It provides administrators with configuration options to define when return orders are created and automates the entire return lifecycle from part replacement to return order creation. For more information, see Return Orders for Serialized Parts and Configuring Returns Order.
PREVENTIVE MAINTENANCE
Ability to modify Purpose of Visit for individual schedule output lines in Condition-Based PM Plan Templates
Admins can now assign specific Work Plans or Task Templates for each schedule output line generated from condition expressions in a Condition-Based PM Plan Template. This enhancement automates Work Plan assignment during PM Plan creation, reducing manual effort and improving configuration accuracy.
Previously, admins could apply only a single Default Purpose of Visit to all schedule output lines within a PM Plan Template. With this enhancement, each PM visit can now be customized with the appropriate Work Plan or Task Template, enhancing flexibility and efficiency.
By default, the Work Plan or Task Template configured in the Default Purpose of Visit applies to all schedule outputs. Admins can override this by assigning unique Work Plans or Task Templates for individual outputs.
End users can review and modify these assignments during PM Plan creation to align with their operational requirements.
For more information, see Modifying the Purpose of Visit for a Schedule Output Line.
Location-based filtering of Installed Product Coverages during PM Plan creation
The PM Plan creation wizard process is now enhanced with the ability to dynamically filter applicable Installed Product coverages by location. This allows users to quickly create multiple PM Plans from a Service Contract or Account, each with coverages specific to a location, reducing the manual effort and improving efficiency. This functionality applies only to PM Plans with Installed Product Coverage.
In the Coverage tab of the New Preventive Maintenance wizard, end users can use the Filter drop-down to select coverages by location. By default, all Installed Product coverages from the Service Contract or Account that match the applicable products of the PM Plan Template are displayed. Removing an applied filter restores the original list of installed product coverages.
For more information, see Filtering Installed Product Coverages by Location.
FIELD CHANGE ORDER
Associate a single Installed Product with existing applicable FCOs
Users can now associate an Installed Product with one or more matching Field Change Orders (FCOs) directly from the Installed Product record. This provides a faster and more intuitive way to check whether an Installed Product record has any active recalls, modifications, or bulletin updates.
From the Installed Product record, users can launch the Assign to Field Change Order wizard step to view and assign applicable FCOs. The system dynamically searches for and displays applicable FCOs based on Installed Product data that matches the FCO criteria in the org. Once assigned, the Installed Product is automatically added as an FCO Result Line on the FCO.
Users with the assigned group configuration profile can also select the delivery output method for the Installed Product’s result line on the FCO and generate its outputs. Admins can enable the SET001 setting at the group-wide profile level to allow users to choose a delivery output method and generate output. By default, this setting is False.
For more information, see Assigning FCOs from an Installed Product Record.
Bulk load Installed Product criteria to generate FCO results
Users can now bulk load Installed Product criteria, including a compiled list of Serial Numbers into a Field Change Order (FCO) via one or more CSV files. The uploaded criteria is used to match against Installed Product records and generate FCO Result Lines for the FCO.
Previously, users had to create complex search expressions, manually review results, and spend time removing irrelevant Installed Products or adding missing ones. This capability enables users to generate bulk FCO Result Lines for installed product records that match the specified criteria.
Admins must set the Enable Bulk Loading of Product Criteria setting to True in the org-wide configuration profile.
In the Defined Search tab of the Field Change Order Wizard, end users can click Upload Product Criteria to upload a CSV as their FCO Search. Users can configure matches by defining Installed Product fields to match the column headers of the uploaded file. Based on this mapping, the system automatically generates FCO Result Lines for matching Installed Product records.
For more information, see Bulk Uploading Installed Product Criteria to FCO Search.
REMOTE SERVICE – INVESTIGATIONS
The Investigations feature provides a structured approach to troubleshooting for cases, work orders, and service requests by linking Observations, Root Causes, and Solutions. It standardizes troubleshooting data and shows only context-relevant options, making investigations more accurate, efficient, and easier to maintain while helping teams resolve issues faster and improve outcomes.
This feature enables teams to accelerate troubleshooting, improve first-time fix rates (FTFR), and reduce mean time to resolution (MTTR). By reusing proven solutions and linked Work Plans, organizations can lower cost-to-serve and improve customer satisfaction (CSAT).
Administrators can create, update, deactivate, or reactivate, and bulk import Observations, Root Causes, and Solutions. They can also define applicability rules by Product, Product Line, or Product Family, and associate Work Plans with Solutions.
For more information, see Investigations for Administrators.
End users can work with context-filtered lists of Observations, Root Causes, and Solutions that match the product or asset they are troubleshooting. They can view associated Work Plans alongside Solutions, reducing guesswork, speeding up troubleshooting, and enabling more accurate resolutions with less manual input.
For more information, see Investigations for End Users.
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This feature is currently available as a beta release.
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SERVICE FLOW MANAGER
New Lookup Filter List View for creating and managing Lookup Filters
The ServiceMax Platform introduces a new Lookup Filters list view that can be accessible from the ServiceMax Setup, allowing admins to create and manage lookup filters configured for various objects.
Within the Service Flow Manager section, admins can use the Lookup Designer option to view all lookup filters associated with different objects in a single list.
Previously, users had to navigate through individual SFM transactions to view or manage lookups, making the process complex and time-consuming. The new list view provides a dedicated, centralized page that displays all lookups for a given object, simplifying access and management.
For more information, see Lookup Filters.
CONFIGURATION PROFILES
User-based Group Profile Mode added in Configuration Profiles
The ServiceMax Platform introduces a new configuration assignment mode, User-Based within Configuration Group Profiles. This mode allows admins to directly associate Salesforce users with a Group Profile, simplifying configuration management and improving flexibility.
Admins can create and manage User-Based Group Profiles by adding or removing users and configuring specific settings based on their requirements.
Previously, Salesforce Profile–Based Group Profiles offered limited user-level control and required multiple steps, increasing admin time and effort. This enhancement allows admins directly associate users with a Group Profile, giving them specific access and capabilities without relying on Salesforce Profile assignments.
Admins can also convert existing Profile-Based Group Profiles to User-Based Group Profiles. During conversion, all users associated with the Salesforce Profile are automatically added to the new Group Profile.
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Conversion from a Profile-Based Group Profile to a User-Based Group Profile is a one-time activity and cannot be reverted.
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For more information, see User-Based Group Profile Mode Assignment.
PACKAGE FLOWS
The following is the list of package flows introduced in this release:
• SMAX - Perform IB Variance Calculation
: Performs IB variance calculation.
• SMAX - Validate and Update Product Replacement: Validates and updates product replacement product structure reference field. Also, displays the validation error message..
• SMAX - Validate and Update Product Structure: Validates Product structure types, Parent, and Top Level field. Update Top Level if it is empty. Also, displays the corresponding validation error message.
• SMAX - Evaluate Consumed Quantity on Service Product: Evaluates Consumed Quantity on Service Product Completion
For more information, see Core Package Flows.