ServiceMax Winter 16 Release Notes

Transcription

1 December, 2015 (Reposted on February 12th, 2016) ServiceMax, Inc. Copyright ServiceMax, Inc. All Rights Reserved. Designated trademarks and brands are the property of their respective owners.

2 About ServiceMax This document provides a brief summary of new products, new features, enhancements, and modifications in the Winter 16 release of ServiceMax. It includes Brief, high-level description of the products, features, and functionality Key setup information Best practices to ensure your continued success Reference to detailed help documentation as applicable The release notes also identify all other changes and provide details about how those changes might affect your organization. Some of the features are available only for customers with Enterprise ServiceMax license and/or priced separately. If you are unable to access any of the new features in your org / need more details, contact your ServiceMax Account Executive or ServiceMax Support. Any features described in this document as pre-release (beta) are new fully functional features, which are however not production-ready and may contain defects. Please report any such defects to ServiceMax Support. Any unreleased features referenced in this release notes, other press releases, or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make their purchase decisions based upon features that are currently available. Resources and Links You can find out how to set up, upgrade, and use the ServiceMax Suite application at ServiceMax Education ServiceMax provides training offerings in three areas to ensure your organization's success: Certification for application configuration and management, Tailored training solutions for increased adoption, and Understanding of the field service industry. To receive information about our education services, contact training@servicemax.com or visit our Training page. Page 2 of 45

3 ServiceMax Winter 16 Table of Contents About ServiceMax... 2 Changes... 4 What s New in ServiceMax Winter 16?... 5 Winter 16 Feature Summary and User Impact... 7 Backward Compatibility Matrix... 9 ServiceMax Online Dispatch Console Features ServiceMax Linx for ServicePower Enhancements ServiceMax Configurator ServiceMax Migration Tool ServiceMax Winter 16 for ipad ServiceMax Winter 16 for iphone ServiceMax Winter 16 for Android ProductIQ Fixed and Known Issues/Limitations in This Release Appendix Page 3 of 45

4 Changes Read about changes to the release notes, with the most recent changes first. February 12th, 2016 Updated section Custom SFM and related configurations for Dependent Work Orders. February 5th, 2016 Introduced new section Visualforce page for SFM wizard delivery in Appendix. Updated section ServiceMax Configurator. January 18th, 2016 Introduced new section Dispatch Management > Dispatch Console Flex under section Configuration Settings updated in this release. December 21st, 2015 First version Page 4 of 45

5 ServiceMax Winter 16 What s New in ServiceMax Winter 16? The Winter 16 release improves your overall ServiceMax experience as it brings loads of new features, capabilities, and general enhancements in many areas of the product. It also brings better feature parity to the newer mobile apps such as the iphone and Android apps, and the integration of ProductIQ, ServiceMax s purpose-built Installed Base management app with the ipad app. The detailed list of features is below. ServiceMax Suite Line-level Auto-entitlement: Entitle based on Products Serviced work details Preventive Maintenance: Map option from PM Schedule Definition to Work Order SFM Transactions & Docs Designer: New UI & UX with ServiceMax Orange theme ServiceMax Setup: One click to open any configuration page, with no GO button Dispatch Console New UI: Re-skinned in alignment with the latest ServiceMax style Plot technician's current/home location in map: Apply to find nearby technicians for selected work order, and in Show Route Advanced Technician Search: Configure multiple Mandatory, Prohibited, and Preferred technicians Assigned/Scheduled Technicians Filter: Previous and Next buttons to navigate between the events for a technician Assigned/Scheduled Technicians Filter: Project View to see all the events of the listed work orders in one screen ServiceMax Linx for ServicePower Tools Enhanced technician preferences: Specify multiple Mandatory, Prohibited, and Preferred technicians Dependent jobs: Link work orders, define dependencies, and book them in tandem Multiple ServicePower instances: Load-share scheduling needs by dividing jobbooking across instances, and enforce data privacy policies Migration Tool: Support to migrate PM Processes with related configurations, Counter Rules, and Dispatch Console Views ServiceMax Configurator: Automatically replace SFM Wizard S-Control with Visualforce page in ServiceMax page layouts Page 5 of 45

6 ServiceMax Winter 16 for ipad ProductIQ integration: View and manage installed products of work orders, in the context of installation hierarchy Lookup search: Search for online records, support Display Field, reference newly created offline records before sync, context and advanced filters for multi-add SFM web services: Support for handling web service responses ServiceMax Winter 16 for iphone Lookup search: Support for Context, Basic, and Advanced filters ServiceMax Winter 16 for Android Sample Sync Status Reports SFM Custom Actions of type URL Translations support for all the eleven languages supported by ServiceMax ProductIQ Fields Sets to configure Display and Required fields Custom URL Actions: To launch external URLs from within the ProductIQ app Page 6 of 45

7 ServiceMax Winter 16 Winter 16 Feature Summary and User Impact The Winter 16 Feature Summary and User Impact table shown below identifies the enhancements and indicates setup requirements. ServiceMax Suite Feature Enabled for all users Requires Administrator setup Contact ServiceMax Support to enable Line-level entitlement based on Products Serviced work details PM New map from PM Schedule Definition to Work Order SFM Transactions & Docs Designer New UI ServiceMax Setup home improvement Dispatch Console New UI Dispatch Console Plot technician s current/home location Dispatch Console Advanced Technician Search enhancements Dispatch Console Assigned / Scheduled Tech. Filter enhancements ServicePower Linx - Enhanced technician preferences ServicePower Linx Book Dependent Jobs ServicePower Linx Manage Multiple ServicePower Instances ServiceMax Migration Tool Support PM Processes, Counter rules, and Dispatch Console Views ServiceMax Configurator Visualforce pages for SFM Wizards Page 7 of 45

8 ServiceMax Winter 16 for ipad Feature Enabled for all users Requires Administrator setup Contact ServiceMax Support to enable ProductIQ Integration Lookup Search Include online results and records created offline Lookup field Show Display Field value & Support filters in Multi-Add Support for web service responses ServiceMax Winter 16 for iphone Feature Enabled for all users Requires Administrator setup Contact ServiceMax Support to enable Lookup search Context, Basic, and Advanced filters ServiceMax Winter 16 for Android Feature Enabled for all users Requires Administrator setup Contact ServiceMax Support to enable Sync Status Reports Custom Actions (URL) Translation Support ProductIQ Feature Enabled for all users Requires Administrator setup Contact ServiceMax Support to enable Support Display and Required fields configuration Custom Actions (URL) Page 8 of 45

9 ServiceMax Winter 16 Backward Compatibility Matrix ServiceMax Suite versions supported for Winter 16 Mobile App versions Mobile App Version Supported ServiceMax Suite Versions Android ( ) Winter 16 ipad ( ) Winter 16 iphone ( ) Winter 16 Mobile for Laptops ( ) Winter 16 Offline Client ( ) Winter 14 to Winter 16 ServiceMax Mobile App versions supported with Winter 16 ServiceMax Suite Mobile App Supported ServiceMax Mobile app Versions Android Winter 16 ipad Winter 16 iphone Winter 16 Mobile for Laptops Winter 16 Offline Client Offline Client Winter 16 ProductIQ compatibility 1 Supports Winter 16 and Summer 15 SP ServiceMax Suite Supports both ServiceMax Winter 16 Mobile For Laptops ServiceMax and Summer 15 Mobile For Laptops 1 Standalone windows app Page 9 of 45

10 ServiceMax Online Auto-Entitlement for Products Serviced work details Overview Line-level auto-entitlement is now possible for location/site-centric work orders, where there can be multiple installed products per work order. You can configure the auto-entitlement engine to entitle a work order based on the installed products associated with Products Serviced work detail lines. This is in addition to the option to entitle based on the installed product associated with the work order. Configuration The Work Order auto-entitlement rules configuration page has been enhanced to include a new setting. This setting determines if the entitlement should be done at the line level for all Products Serviced records, or at the work order level. If Products Serviced option is chosen, entitlement is performed based on each installed product associated with the Products Serviced work detail lines. Else, the installed product mentioned in the work order is entitled as per the rule configuration. For existing rules in an upgraded org, this setting value is defaulted to No (corresponding to Work Order), for backward compatibility. Feature Delivery Figure 1: Auto-entitlement Rule configuration screen Auto-entitlement is performed for a work order as follows when the matched rule s setting Should entitlement be performed on Products Serviced?... is set to Yes : If the work order has Products Serviced work detail lines, then each of these lines will be entitled as per the other settings in the rule If the work order does not have any Products Serviced work detail lines, then entitlement is performed at the work order level, based on work order attributes The Work Detail object has been extended to include the entitlement details Is Entitlement Performed, Entitlement Notes, and Service/Maintenance Contract, in addition to the preexisting field Product Warranty. Once entitlement is performed on a Products Serviced line, Is Entitlement Performed is set to True (checked). If the entitlement is successful, either contract or warranty fields will be set to appropriate values. Else, they will be blank. Entitlement history is captured per work detail record. Advanced Get Price will not consider the line-level auto-entitlement details in any app. Page 10 of 45

11 ServiceMax Winter 16 Preventive Maintenance Mapping between Schedule Definition and Work Order Overview Preventive Maintenance process has been enhanced to bring information from PM Schedule Definition records onto work orders. This is useful when you want certain values to be always set in work orders created using a specific Preventive Maintenance Plan. These would be values that cannot be copied from an account, product, or location. For example, if all work orders created using a specific PM Plan typically take the same amount of time to be completed, dispatchers would want the estimated duration to be captured in the work orders created. This would help them determine the optimal schedule and assignment for such work orders. This can now be achieved easily by using this enhancement to Preventive Maintenance process. Configuration The Work Order Rules tab in the Preventive Maintenance Process configuration page now includes an option to configure field map from PM Schedule Definition to Work Order. For the use case described above, configuration steps are as follows: 1. Create a custom field in PM Schedule Definition object to store the expected duration required to complete a work order. 2. Create a corresponding custom field in Work Order object 3. Create a custom SFM field map between PM Schedule Definition and Work Order, mapping these fields. Note: Similar to other maps configured in PM Process screen, date & datetime literals, value map for one or more fields, and additional mapping are supported. 4. Create a new Preventive Maintenance Process / edit an existing one to configure this map, as shown below. Feature Delivery Figure 2: Preventive Maintenance Process configuration screen When work orders are created by the PM Process configured as above, the expected duration for completing a work order is copied from the corresponding PM Schedule Definition record for each work order. Page 11 of 45

12 SFM Transactions and Docs Designer New UI SFM Transactions and Docs designer has a new user interface that uses ServiceMax Orange theme and latest style. This new UI also offers better usability and minor functional enhancements, through a new landing page. Figure 3: SFM Transactions & Docs Designer Landing page Following are the salient features of landing page: All the available transactions grouped under Standard SFM Transactions and Your Custom SFM Transactions tabs (functionality from old UI) List view showing the SFM Transaction name, header objects (source and target), last edited time and status (new feature), sorted on Name by default Ability to sort the list view on any column except the Object column (new feature) Filters to list transactions of only a specific type, such as from Source Object to create new header and child records (new feature) Special filters such as Recents (Edited in Last 7 days) and My SFM Transactions (Created or Edited) (new feature) Quick Find to locate SFM transactions using keywords. Matching SFM transactions which have the keyword in their name/id/description are returned (old functionality) There are no changes to the existing features supported by SFM Designer; all of them continue to be supported. For more details about SFM Transaction & Docs Designer, refer to Online Help. Page 12 of 45

13 ServiceMax Winter 16 ServiceMax Setup home page improvement The GO button has been removed from all administrative and setup pages launched from the ServiceMax Setup home page. This allows you one-click access to any configuration page by clicking the page name, eliminating the extra click required previously. Detailed description about any configuration page is shown in the right pane, on hovering over the page name. Page 13 of 45

14 Dispatch Console Features New UI Dispatch Console has a new re-skinned user interface with ServiceMax Orange theme, in alignment with the latest ServiceMax style. This is a style change only and all existing functionality is retained. One exception is the removal of confirmation dialog box which used to prompt the user for unassignment of work order, on selecting the Work Order Grid menu option Manage Multiple Assignments. The new behavior is as if the user clicked the No button, thus retaining the existing assignments. Screenshots of few key screens and toolbar icons are listed in the Appendix section. By default, Dispatch Console will launch with the new UI. However, you can switch back to the old UI by setting the value of new group configuration setting SET069 (Switch to new Dispatch Console UI, under module Dispatch Management and submodule Dispatch Console Flex) to False. The other new features introduced in Dispatch Console in this release with Advanced Technician Search, Plot current/home location, and Assigned/Scheduled Technicians Filter are supported with the old UI also. Technician Constraints in Advanced Technician Search Overview The Preferred Technicians tab in Advanced Search Control Panel is now replaced by the Technician Constraints tab. Technician Constraints tab allows you to edit/delete the existing list of Mandatory, Prohibited, and Preferred technicians for the selected work order. This helps narrow the scope of search to include / exclude technicians, to return more relevant and useful matches. Configuration Following are the salient configuration and business data setup aspects of this feature: Page 14 of 45 Work Order s Preferred Technician field value, if not blank, is listed as a Preferred entry in the constraints tab in Advanced Search Control Panel Technician constraints for a work order have to be now stored as Work Order Resource records, a new child object of Work Order introduced in this release Technicians from Work Order Resource records are listed in constraints tab, only if the dispatcher has access to the technician s Service Team A technician constraint s Preference (Mandatory, Prohibited, or Preferred) can be updated from Advanced Search Control Panel Clicking Apply in the panel now saves the technician constraints as Work Order Resource records only, no longer directly in the work order Technician constraints for Installed Product (IB), Location, and Account must now be stored as Resource Preference (new object) records. To create corresponding Work Order Resource records from these, one of the following options can be used.

15 ServiceMax Winter 16 Use customization such as trigger to auto-create these on work order create/edit Set the new global configuration setting SET051 (Enable Resource preference management for Work Order, module OptiMax, submodule Dispatch Calculations) and GBL007 to True. Then, Work Order Resource entries are automatically created from the applicable IB, Location, and Account s (in that order) Resource Preference records. Feature Delivery Technician constraints are applied as follows, to return the list of matching technicians: 1. When one or more Mandatory Technicians are specified, search returns only Mandatory technicians who match the other constraints such as Skills 2. If no Mandatory Technicians are specified, Prohibited Technicians specified are excluded from the search results returned 3. With no Mandatory Technicians specified, technicians matching Preferred Technicians (if they are not Prohibited) are given higher weightage in search results As described above, Prohibited and Preferred technicians are not considered if Mandatory technicians are specified. However, Prohibited technicians are excluded, when applying match based on Preferred technicians list. Backward Compatibility Status There is no change in the calculation used to auto-populate Preferred Technician field in work order. This is done based on hardwired logic to map from Installed Product, Account, or Case > Contract, if the work order matches an OptiMax or ServicePower type dispatch process. For this, global configuration setting SET050 (Auto-calculate Preferred Technician for OptiMax/SP dispatch process work order, module OptiMax, submodule Dispatch Calculations) must be set to True. Technician Constraints tab no longer shows where (Installed Product, Location, Account, or Work Order) the preferred technicians if any are considered from. It also does not list Preferred Technicians defined directly in the Installed Product and Account records associated with the work order. For more details on Advanced Technician Search, refer to the Online Help. Plot Technician s Current / Home Location Dispatchers can now track their technicians in the field in real-time on Dispatch Console. Dispatch Console Map supports plotting of Home location, Current location, or Both. Current location is plotted using the image URL defined as the value of new group setting SET068. Home location is plotted using the image URL defined as the value of the updated existing group setting SET050. Location selection (Home, Current, or Both) can be done by dispatcher when technician search is executed based on the selected work order s attributes, as per the basic search Page 15 of 45

16 configuration. This helps find nearby technicians for a given work order, at the time search is executed. This selection is persisted across sessions, on saving the user settings. With Show Route, route is plotted from home location when the selection is Home and from current location when the selection is Current. When Both is selected, route is plotted from Home location but Current location is also shown in the map. For this feature, enable GPS location tracking in any of ServiceMax mobile apps. Check the option Set most recent location as Technician Location in Mobile Configuration. This automatically sets the technician s current location coordinates in the Technician s record on every data sync. Home location coordinates are calculated either from the currently active Home Base record or the home address mentioned in the Technician s record. The existing Latitude and Longitude fields in Technician object have now been renamed to Current Latitude and Current Longitude. New fields Home Latitude and Home Longitude have been introduced to store the home location coordinates, which are populated when Validate Address is executed. For more details on Dispatch Console Map, refer to Online Help. Assigned/Scheduled Technicians Filter Enhancements There are some enhancements made to the filters you can apply to list only the assigned/scheduled technicians for the work orders displayed in the grid. These filters are now grouped under the title Filter Results. The enhancements are as follows: New option Project View, to view all the events of the listed work orders in one screen (auto-zoom to work order schedule dates) Previous and Next buttons to navigate between the events of any filtered technician Project View refers to viewing all the events of a project (the set of work orders displayed in the Work Order grid), in a single screen in Gantt. This should happen without having to know and select the date range in which the work order events are configured. Previously, when you filter to view the assigned / scheduled technicians for the work orders displayed in the grid and / or filter to show only events associated with those work orders, associated events were displayed only for the date range selected in Gantt. This has now been enhanced to fetch and display ALL the events ever scheduled for the listed work orders in one screen, irrespective of the date range selected in Gantt. To autozoom the Gantt to show all the events, use the new Project View mode, by clicking the Project View icon ( ) from the Gantt toolbar. This allows you to get a one-screen view of all the events related to the work orders displayed in the grid, without any additional scrolling. Maximum number of events fetched and displayed in Gantt is 1000 by default, and is controlled by the new group setting SET070. Events queried and returned now include non- Page 16 of 45

17 ServiceMax Winter 16 Work Order events and the events of other Work Order records also, for the filtered technicians. So, the events of the work orders displayed in the grid are highlighted with a blue border in the Gantt. If the total number of events is greater than 1000 (value of SET070), only the first 1000 events are returned. When the Project View mode auto-zoom date range is large and there are more events, some events might not be displayed because of this. In this case, Project View can be turned off. Clicking the Reset button restores the view to show only the events for the default Gantt date range. Default date range refers to the date range used when dispatch console is launched. When any of these filters is on, navigation buttons are shown against each technician s name in the Technician Tree. These buttons help in navigating to the Previous or the Next event for that technician with ease. For more details about Project View, refer to Online Help. Page 17 of 45

18 ServiceMax Linx for ServicePower Enhancements Manage Technician Preferences Overview You can now specify multiple technician preferences of types Mandatory, Prohibited, and Preferred for Installed Products, Location, and Account records. These are carried forward to work orders when they are created / updated, and sent to ServicePower for booking jobs. ServicePower takes these preferences into consideration and ensures work order assignment is done accordingly. Mandatory technicians, when specified, are the only constraints considered for booking; use these to assign only from a technicians pool for IB, location, and account With no Mandatory technicians, specify Prohibited and Preferred technicians for IB, location, and account, to exclude and to give preference to technicians respectively Configuration Technician constraints for a work order have to be now stored as Work Order Resource records, a new child object of Work Order introduced in this release. Technician constraints for Installed Product (IB), Location, and Account must now be stored as Resource Preference (new object) records. To create corresponding Work Order Resource records from these, one of the following options can be used. Set global configuration setting SET051 (Enable Resource preference management for Work Order, module OptiMax, submodule Dispatch Calculations) to True: o Work Order Resource entries are automatically created from the applicable IB, Location, and Account s (in that order) Resource Preference records o This happens on both when creating and editing a work order, if there are no existing Resource Preference entries for that work order o Existing Work Order Resource records are not automatically updated when the Resource Preference records from which they were computed are updated Use customization such as trigger to auto-create these on work order create/edit Feature Delivery When the work order is sent for booking, up to 10 related Work Order Resource records are sent, with the following order of consideration: If there are Mandatory technicians, the first 10 such records are sent If there no Mandatory technicians, then Prohibited technicians are considered and first 10 such records are sent If there are no Mandatory technicians and less than 10 Prohibited technicians, Preferred technicians are sent (maximum of 10 minus no. of Prohibited technicians) Work Order s Preferred Technician field value, if not blank, is considered as one of the Preferred technicians (this is for backward compatibility) Page 18 of 45

19 ServiceMax Winter 16 Book Dependent Jobs Overview It is now possible to link two or more work orders to indicate that they are dependent on each other and their scheduling must respect the constraints defined for this dependency. The dependency can be a time dependency (when dependent work orders must start / end), and/or a resource dependency (same or different technician). Dependent work orders are sent together to ServicePower for booking, along with dependency constraints. Some sample scenarios for this are listed below: Page 19 of 45 Technician must collect a part from a known location, before it can be used for processing the work order which has promised SLAs The complete job must be done in phases (tracked through different work orders), with some mandatory waiting period in between them The overall job (tracked through different work orders) requires multiple technicians to be working on it simultaneously Configuration To enable dependent jobs, global settings GBL007 (Enable Dispatch Optimization, under module Common and submodule Global Settings) and SET014 (Enable Work Order Dependency management, under module Dispatch Management and submodule Linx for ServicePower) must be set to True. You can define the dependencies between paired work orders by creating custom SFM processes. Refer to Appendix for detailed instructions. Key points related to configuring dependency groups are listed below: A Dependency Group (record of new object Dependency Management) comprises one or more records of its child object Work Order Dependencies Each Work Order Dependencies record defines the dependencies between a Primary and a Secondary work order o A Resource Dependency identifies if the paired work orders should be scheduled for the same or different technician o A Time Dependency specifies if start/end time of secondary work order should be relative to the start/end time of primary work order o A Time Dependency can also include an offset (minimum, maximum, & target minutes/hours/days) between primary & secondary work order start/end times Feature Delivery Work orders that are grouped in the above manner are always sent together for booking to ServicePower, using the new BookDependencyGroupRequest API. The booking status is updated in both the work orders in OptiMax Status and OptiMax Error fields. However, the status of the dependency grouping is captured in the related Dependency Management record.

20 Manage Multiple ServicePower Instances You can now configure multiple instances of ServicePower in your ServiceMax org. This helps you distribute your schedule optimization load across these instances effectively or enforce data privacy. For example, you might want to divide your business into areas / zones based on the work order volumes or service teams, and use separate ServicePower instances for each zone for faster optimization. Individual ServicePower instances are associated as the target instance for dispatch processes, service teams, and Manage Appointments screens. This is to ensure routing of job and appointment book requests and non-work Order events to the correct instance. One of the instances can optionally be configured as the default instance, to act as a fallback instance for requests not associated with any specific instance. This can be useful in the scenarios listed below, including on upgrade when there will be no target instance association. This is to ensure that the previously booked work orders are updated into the same instance which was configured before upgrade. Work order s Optimizer Connection Name is blank and it is associated with a Dispatch Process, but the dispatch process is not associated with a ServicePower instance Work order s Optimizer Connection Name is blank and the custom SFM action Manage Appointments configured before upgrade (without parameter spinstance) is invoked SP Scheduler gets updates / retries failed requests on schedule for territories not associated with a ServicePower instance When none of the work orders in a dependency group are associated with a ServicePower instance, the group is booked into the default instance An instance can be marked as active or inactive. Requests are not sent to inactive instances. If the default instance happens to be inactive of if there is no default instance, the instance pointed to by the value of global setting GBL023 is used as the fallback instance. For more information on Linx for ServicePower features, refer to Online Help. Page 20 of 45

21 ServiceMax Winter 16 ServiceMax Configurator ServiceMax Configurator comes with a new option to replace S-Control-based SFM wizard component in page layouts with Visualforce page SFM wizard component. This is supported for all the ServiceMax objects and Salesforce standard objects (Account, Contact, and Case) that have standard SFM wizards. On selecting the option and running the configurator, successful migration details and information about page layouts requiring manual action are logged and ed to ServiceMax administrator. This does not cause any change in UI/UX or functionality of SFM wizards delivery for end users. This is a technical improvement being provided to enable enhanced compatibility with future enhancements of the Salesforce platform such as Consoles and new UI. To realize SFM wizards delivery using Visualforce page for any object that does not have standard SFM wizards, a custom Visualforce page can be built as described in Appendix and included in the Salesforce page layout. For more details about ServiceMax Configurator, refer to Online Help. ServiceMax Migration Tool ServiceMax Migration Tool now supports the migration of the following new configurations from one org to another. Preventive Maintenance processes and all related configurations such as PM Plans and PM Schedule Definition Counter Rules Dispatch Console Views For more details on migration of these processes, refer to Migration Tool Help. Page 21 of 45

22 ServiceMax Winter 16 for ipad This section provides a brief overview of new features and enhancements in the ServiceMax Winter 16 for ipad app. ProductIQ Integration Overview ServiceMax s purpose-built Installed Base (IB) management tool, ProductIQ is now available from within the ipad app. ProductIQ is a smart, fast, and easy-to-use tool that gives you in-depth visibility into your global installed base. It offers a rich visual representation, allowing easy access to Account, Location, and Installed Product hierarchy. Following are the salient features of ProductIQ integration: Efficient and intuitive management of IBs through a Multi-level IB Tree, enabling display, creation, and editing of IB and related data. Filtering based on pre-defined criteria to find different types of IBs. Shortcuts to common activities deactivating or scrapping IBs, through user actions. Launch external URLs from within the app through custom URL actions. Barcode scanning for text and lookup fields for easier and faster data input Configuration Enabling ProductIQ integration in the ipad app ProductIQ integration in the ipad app is disabled by default. Set the group-wide setting SET001 under module ProductIQ and submodule General to True to enable this. Configuring ProductIQ While ProductIQ is field-ready without any additional configuration, you might want to configure the following, to better suit your business needs and operational efficiencies. a. Configuration settings to specify the display fields for IB, Location, and Account, and the display and searchable fields for Product lookup fields. b. User Actions for common field updates to IB and Location records and Custom URL actions c. Filters to display only the IBs matching the required criteria in the IB tree No changes to Mobile Configuration or Download Criteria are required. Feature Delivery Once ProductIQ is enabled on the server, a Reset App must be performed on the ipad app to download ProductIQ related configurations, meta-data, and records for the first time. Subsequent syncs (both data and configuration syncs) will sync ProductIQ related records to keep them updated. For more details about ProductIQ in ipad app, refer to Online Help. Page 22 of 45

23 ServiceMax Winter 16 Lookup Enhancements Include Online results for Lookups It is now possible to include online results in Lookup searches on the ipad app. This enables you to perform a lookup search on a wider range of records which might not be available locally. For example, when recording parts usage, you can search for and select a part that is not included in the download criteria, and hence is not locally available. Note: This does not download the selected online record to the ipad app. It just stores a reference to it in the lookup field. For more details on including online results, refer to Online Help. Offline lookup to locally created records Now, lookup searches also include any matching locally created un-synced records for selection. These records will be created on the server in the subsequent data sync. In old releases, such records had to be synchronized to server before using in lookup search. This feature will enable your technicians to create new installed products and contacts when in the field, and immediately use them in the current work order, all in offline mode. Display Field in Lookup Configuration The ipad app now supports the Display Field setting in the associated Lookup Configuration, with both edit and view processes. For example, you can now display the Product Code field value instead of the Product Name field value, for a Product lookup field in a work order. You can do this in specific SFM transactions as per business needs. Support filters in Multi-Add The ipad app now supports Context filters and Advanced filters in Multi-Add lookup search screen, along with the option to override any filter as configured. Support for Web Service Responses The ipad app now supports handling of responses from a web service, without the need of an additional data sync. If the configured web service sets / updates any field in the record for which it was invoked, the updated values are returned as a part of the same data sync itself. You can view the updated values once the ongoing data sync completes. However, if the updates are done to other downloaded records, the subsequent data sync will fetch the changes. For more information, refer to the Sample Apex web service code snippets in Online Help Page 23 of 45

24 ServiceMax Winter 16 for iphone Lookup Enhancements The iphone app now supports lookup search by applying any configured Lookup Context with optional override, Basic filters, and Advanced Filters with optional override. These help narrow the scope of the lookup search performed on the local records, to return relevant matching records faster. For more information, refer to the following Online Help sections: Lookup Configuration Using lookup filters on the iphone app Page 24 of 45

25 ServiceMax Winter 16 ServiceMax Winter 16 for Android Sync Status Reports Overview Sync status reports are available in online reports folder ServiceMax Mobile for Android. Organizations are required to monitor and control technician activities in the field to ensure technicians stay connected, comply with best practices, and not have technical issues that will impact productivity. Sync status reports facilitate this, through the following aspects. Reporting on client versions, to verify application of most recent upgrade by all users Monitoring configuration syncs, to check compliance to best practices for data integrity Collection of data relevant to sync activities, to understand application usage patterns Tracking sync failures in the field, to evaluate potential network or application issues Configuration To enable capturing of data related to sync, enable option Capture synchronization time logs in the Other Settings tab of Mobile Configuration screen and do a configuration sync. The reports are created on ServiceMax Job Log object, using the custom report type Sync Reports. These reports can be modified or cloned in subscriber orgs, as per business needs. Reports can also be created using the custom report type Sync Reports. List of Reports The table below lists the sample reports and their purpose. Report Name Client Version Android Initial Sync Android Incremental Data Sync Android Configuration Sync Android Sync Count History Android Sync History By User Android Sync Failures Android Sync Failures By User Android Description Client application version of users, organized by profile. Initial syncs of users, organized by profile and includes sync times. Incremental data syncs of users, organized by profile with sync times. Configuration syncs of users, organized by profile with sync times. Sync count for all sync types, organized by profile and date. Syncs of users with count, client version, timestamp, and status. Incomplete syncs for all sync types, organized by profile. Incomplete syncs of users with count, client version, and timestamp. For more information about Sync Reports, refer to Online Help. Page 25 of 45

26 Support for SFM Custom Actions of Type URL SFM Custom Actions of type URL are now supported in Android app. Support for URL actions makes it quick and easy for technicians to navigate to a web page or another app right from their ServiceMax Android app. This feature enhances the interoperability between ServiceMax and other apps. Custom actions are executed when in online mode, by clicking the related SFM wizard button. To know how to configure SFM Custom Actions, refer to Online Help. Translations Support All the labels and messages displayed in the Android app are now translatable, with OOTB translations available for all the eleven languages supported by ServiceMax. Translations defined in ServiceMax Translation Workbench are also now supported. Page 26 of 45

27 ServiceMax Winter 16 ProductIQ Ability to specify mandatory fields You can now mark fields that should mandatorily have data when creating / editing a record in the ProductIQ app. This can be done by setting such fields as Required in the field set that controls the list of fields displayed in the app. In the app, such mandatory fields are displayed with a red asterisk. The record cannot be saved if such a field is left blank and a corresponding error is displayed. Support for SFM Custom Actions of Type URL Overview SFM Custom Actions of type URL are now supported in the standalone ProductIQ app. They enable technicians to navigate to a web page right from their ServiceMax app. Custom actions are executed when in online mode, by clicking the related Action button. Only SFM Custom Actions of action type as URL, defined on Installed Product object, can be configured as Custom Actions in ProductIQ. Configuration Configuring custom actions for ProductIQ is a two-step process, namely 1. Define an SFM Custom Action of Action Type URL for Installed Product. Specify the required URL in the URL to Launch field. 2. Associate the above SFM Custom Action to the technician s group profile by creating a custom action of type Custom URL in ProductIQ Setup page. Note: Custom actions referring to URLs of VF pages are not supported in delivery. Feature Delivery In the ProductIQ app, configuration sync should be performed on the app to download the new configurations. Click the custom action to open the configured URL. For more information, refer to ProductIQ Online Help Page 27 of 45

28 Fixed and Known Issues/Limitations in This Release These release notes are about new, enhanced, and modified features, not issues. For information about fixed and known issues/limitations in this release, check the Winter 16 Issues List document. Page 28 of 45

29 ServiceMax Winter 16 Appendix Upgrade considerations This section identifies the upgrade considerations applicable to features introduced in this release. These include options to enable/disable the features, and configuration updates to handle the changes introduced in existing features. Dispatch Console New UI Dispatch Console loads with the new enhanced UI by default. However, if you want to revert to the old UI, set group setting SET069 (Switch to new Dispatch Console UI, under module Dispatch Management and submodule Dispatch Console Flex) to False. Relaunch the Dispatch Console. Dispatch Console Advanced Technician Search Enhancements Technician Constraints tab does not list Preferred Technicians defined directly in the Installed Product and Account records associated with the work order. Only the technicians from Work Order Resource (new object) records are listed in constraints tab. Technician constraints for Installed Product, Location, and Account must now be stored as Resource Preference (new object) records. To create corresponding Work Order Resource (new object) records from these, one of the following options can be used. Use customization such as trigger to auto-create these on work order create/edit Set the new global configuration setting SET051 (Enable Resource preference management for Work Order, module OptiMax, submodule Dispatch Calculations) to True. Then, Work Order Resource entries are automatically created from the applicable IB, Location, and Accounts (in that order) Resource Preference records Before implementing either of the above options, ensure that Resource Preference records are created for all the required Installed Product and Account records, based on the value of Preferred Technician field value. Plot Technician s Current / Home Location in Dispatch Console Map Technician s home location latitude and longitude coordinates will be stored in the Home Latitude and Home Longitude fields going forward. Click Validate Address custom action to compute and set these values. However, if you want to perform this activity in bulk for all active technicians in your organization, please contact ServiceMax Support for assistance in this regard. ServiceMax Winter 16 for ipad To use the integrated ProductIQ in the ipad app, set global setting SET001 (Enable ProductIQ in ipad app, under module ProductIQ and submodule General) to True, and perform a Reset App. Page 29 of 45

30 ServiceMax Winter 16 for Android To enable capturing of sync timestamps to generate data for Sync Status Reports, enable Capture synchronization time logs in Mobile Configuration screen, and do a configuration sync. Page 30 of 45

31 ServiceMax Winter 16 Dispatch Console New UI This section shows the screenshots of some of the key screens and toolbar icons in the new UI. Note: Online Help with the screenshots of new UI will be made available by the end of January 16. Home Screen Plotting current / home location on the Map Page 31 of 45

32 Create Events Edit Events Page 32 of 45

33 ServiceMax Winter 16 Manage Multiple Assignments Key Icons Old Icon New Icon Description Refresh the Work Order Grid Configure Work Order Grid Color Rules Configure Work Order Queue Configure Search (Basic Team / Technician search, based on selected work order attributes. Reset the Technician Tree and return all the technicians. Clear the map. N/A N/A Switches to Project View mode Changes the Gantt start date and end date to (on-launch) default values, when in Project View mode. This does not reset the Project View filter. Create and Edit non-work Order events. Hide Map. Configure (Technician View and Calendar) Page 33 of 45

34 Configuration screens and options introduced/updated in this release Service Flow Manager > SFM Transaction & Docs Designer Configuration Option List Page Details This is the new landing page for SFM Transaction and Docs Designer, and it lists all the transactions configured in your org. Standard and Custom transactions are shown in different tabs as before. Apart from the existing features such as Create, Clone, Delete, and Quick Find a new feature called Filters has been introduced. Filters are used for filtering on the transaction type, to view recently created/edited transactions, and transactions owned by you. In this page, you can also sort the transactions on Name, Last Edited date and time, or Status. Clicking a transaction s name opens the transaction for viewing/editing. Warranties & Service Contracts > Auto Entitlement Rules Work Order Configuration Option New Rule / Edit Rule Details A new entitlement setting has to been added to indicate if the entitlement should be done on the work order or on its Product Serviced work detail lines (if any). It is set to No by default. Setting it to Yes causes entitlement to happen for installed products specified in each Product Serviced work detail lines (if any). Else, the installed product specified in the work order is considered. Installed Base & PM > PM Process Configuration Option Work Order Rules Details A new Field Map field has been introduced in the Work Order Rules tab. In this field, you can specify the field map to be used for mapping between PM Schedule Definition and Work Order records. Dispatch Management > Optimization Settings Configuration Option Several new options related to Linx for ServicePower Details When Optimization Engine is Linx for ServicePower, the list of available connections is shown now. Each connection has a name and description, indicating the purpose of the instance. You can select any connection for viewing, editing, or deleting the connection. It is also possible to mark an instance as Active or not, and set one of the instances as the Default instance. Requests are not sent to inactive instances, and default instance is used as the fallback instance in upgrade scenarios. Page 34 of 45

35 ServiceMax Winter 16 Dispatch Management > Dispatch Processes Configuration Option ServicePower Connection Name Details When Dispatch Method is Linx for ServicePower, the list of active connections is shown as a picklist, for setting the value of the new configuration option ServicePower Connection Name. ProductIQ > ProductIQ Setup Configuration Option User Actions Details A new custom action type called Custom URL is now supported. Using this, you can now map SFM Custom Actions of type URL to custom actions for the ProductIQ app. Clicking such custom actions in the app launches the configured external URL. Page 35 of 45

36 Configuration Settings introduced in this release Common > Global Settings Setting Id & Name GBL027 Enable Timesheet Capabilities GBL029 Enable Checklist Capabilities GBL030 Enable SPM Capabilities Default Value: False Details: Setting Value and Details If set to True, Timesheets are enabled in your organization. You can see the Timesheet configuration page under Service Organization configuration group in ServiceMax Setup Home. Default Value: False Details: If set to True, Checklist capabilities are enabled in your organization. You can see the Checklist Question Library configuration page under Service Flow Manager configuration group in ServiceMax Setup Home. In SFM Transactions & Docs Designer, a new type of transaction called to generate a Checklist/Survey type of process is enabled. This transaction type is used for creating checklist processes for the required objects. Default Value: False Details: If set to True, Service Performance Metrics capabilities are enabled in your organization. You can see the Service Performance Metrics Setup configuration page under the Service Performance Metrics configuration group in ServiceMax Setup Home. Note: Timesheets, Checklists, and SPM are pre-release features in Winter 16. Contact ServiceMax Support for details about these features. Dispatch Management > Dispatch Console Flex Setting Id & Name SET068 Image URL for the Technician s current location SET069 Switch to new Dispatch Console UI Setting Value and Details Default Value: Details: This group setting is the URL to the image displayed as icon for Technician's current location in Dispatch Console Map. Default Value: True Details: When this group setting is set to True, Dispatch Console will launch with the new re-skinned UI. When set to False, it will launch with the old UI. Page 36 of 45