Linx For ServicePower Configurations

Introduction to Linx for
ServicePower
Configuration
Video 2 of 2 in ServicePower Optimization series

Topics
❏ Integration Architecture Basics
❏ Creating ServicePower and ServiceMax
Connection
❏ Master Data SetUp and Mapping
❏ Business Process Configuration
Topics
❏ Integration Architecture Basics
❏ Creating ServicePower and ServiceMax
Connection
❏ Master Data SetUp and Mapping
❏ Business Process Configuration
Integration Architecture
ServiceMax Online ServicePower
Data Flows
1 FRU1 (Territory)
2
Multiple Scheduler (SA)
Create WO Work 3
Rules and
Processes Orders 4 Dispatcher
1. Real Time: Get, Book, Rebook and Optimizer

Force Book Appointments and send
job to unresourced tray
2. Real Time: Update WO Standard
Receive, Open, Accept, Arrive Field data including related customer
and Close the Work Order. and account information FRU2 (Territory)
3. Real Time: Dispatch WO when job
Scheduler (SA)
is earmarked
4. Batch Job: Get any changes made
to WO’s in ServicePower Dispatcher
Optimizer
ServiceMax Mobile
Devices and Editions
Devices – Online and Mobile*

Edition – Separate license for Enterprise and Rapid
Topics
●Integration Architecture Basics
●Creating ServicePower and ServiceMax
Connection
●Master Data SetUp and Mapping
●Business Process Configuration
ServicePower and ServiceMax
Connection
Five Key Steps:
1. Check for correct versions
2. License Key
3. Run Configuration
4. ServiceMax SetUp
5. ServicePower SetUp
ServiceMax and ServicePower Version
Requirements
1.Check Requirements for Versions
ServiceMax ServicePower
Summer 14 Version 9.1
Winter 15 Version 9.2.0.1
Winter 15 SP Version 9.2.0.2

License key and Configuration
2. Obtain a unique license key from ServiceMax - an alpha
numeric string. Note that keys for production orgs are different than
sandbox keys
3. Next run the

configuration tool
with this license key
to load ServicePower
seed data
Enable ServiceMax to ServicePower
1. Obtain ServicePower API URL
2. Set up Remote Site in Salesforce

to allow outgoing calls
SF SetUp>>
Admininster >>
Security Controls >>
Remote Site Settings
Enter SP remote url
and mark as Active.
ServiceMax to ServicePower cont’d
3. Enter ServicePower API URL in ServiceMax
to enable API calls from ServiceMax
ServiceMax Setup >> Dispatch Mgmt >> Opt Settings >> GO
Enable ServicePower to ServiceMax
4. Publish our API so ServicePower can use it.
a. Expose the ServiceMax Dispatch Client APEX class as an
external SFDC site.
b. Note the URL of this exposed site.
c. Give this URL to the ServicePower support team so they
can configure it into the ServicePower system settings.
The URL will have the following format:
http:
//<SalesforcePublicSiteDomainName>/services/Soap/class
/SVMXC/WSCH_Provider_SP_DispatchClient
Salesforce SetUp > Build > Develop > Sites > New Site
Note down the Site URL created by Salesforce: ‘Your Force.com domain name is
servicemax-dev-developer-edition.na10.force.com’
Next, Enable Apex Class Access; SVMXC.WSCH_Provider_SP_ DispatchClient
Topics
●Creating ServicePower and ServiceMax Connection
Master Data Setup and Mapping
○ Technicians with external ID

○ Skills - match skill name in ServicePower
○ Expertise - Skill Sets on Technicians
Technicians
with external ID
Skills
match the skill name in ServicePower
Expertise
Skill Sets added to Technicians
Topics
●Creating ServicePower and ServiceMax Connection
Business Process Configuration
● Mandatory ● Optional
○ Configure Dispatch ○ Preferred Technicians
Process ○ Data Lookup Rules
■ Auto ○ Interface Object Mapping
■ Interactive Rules
○ Skill Match Rules ○ Override Default API
○ Mean Time to Service Parameters
○ Access Hours ○ Importance and Priority
○ Configuration Settings Rules
Dispatch Management
Dispatch Settings are

also created in
ServicePower.
Therefore, DO NOT use
the following
ServiceMax settings:
Booking Windows
Territory Match Rules
Technician Eligibility
Rules
Use the 4 Settings above only

Auto Dispatch Process
control which Work Orders are automatically sent to ServicePower
SetUp >> Dispatch Managment >> Dispatch Process >> GO

Interactive Dispatch Process
Interactively set Appts; real-time via Calendar or List View
Create an SFM on the Work Order

Dispatch Status
Create SFMs on the Work Order for each status below:
New WO has been assigned and tentatively scheduled. SP still optimizing.
Fixed Previously earmarked WO reschedule to future. Tentatively fixed in SP.
Assigned SP has found best schedule and WO assigned accordingly.
Received Technician has accepted WO assignment.
En Route Technician has started driving to the WO location.
Onsite Technician has reached the WO location.
Finished Onsite Technician has finished servicing the WO at customer location.
Completed Technician has completed all work related to the WO.
Cancelled WO has been cancelled and scheduling can be discarded.

Skill Match Rules
define Work Order criteria for the Skill Match rules
Security
SetUp > Disp Mgmt > Skill Match Rules > GO
Validation
Certification
Qualification
Compliance
Training
License
Mean Time to Service
define length of a job
Access Hours
use the Standard SFDC Business Hours Object
Configuration Settings
● For Setting information, go to userdocs.servicemax.com.
Search for ServicePower.
community.servicemax.com
Business Process Configuration
● Mandatory ● Optional
○ Configure Dispatch ○ Preferred Technicians
Process ○ Data Lookup Rules
■ Auto ○ Interface Object
■ Interactive Mapping Rules
○ Skill Match Rules ○ Override Default API
○ Mean Time to Service Parameters
○ Config Settings ○ Importance and
○ Access Hours Priority Rules
Preferred Technicians smax setup
how to set up?
Importance and Priority Rules
Data Lookup Rules
Order Type Purpose of Severity Customer Importance Priority
Visit Down
Field Service Repair High True 5 90
Field Service Maintenance Medium False 2 25
Field Service Repair Medium False 3 50

Interface Object Mapping Rules
Work Order Priority
Override Default API Parameters
with SFM Field Map
Topics - Virtual Object Mapping Tool
standard objects
virtual objects
appointment book reques
COLUMN 1 COLUMN 2 COLUMN 3
Insert up to three lines Insert up to three lines Insert up to three lines
of text here of text here of text here
for a descriptor for a descriptor for a descriptor
Text One
▪ Bullet point one
Text Two ▪ Bullet point two
Text Three ▪ Bullet point three

▪ Bullet point four
The only complete field service solution. Delivered in the cloud.
Service Parts ServicePulse

Reverse Logistics Ticker
Inventory & Depot Repair ProductPulse
Work Order Management Customer and

Advanced Scheduling Partner Communities
Workforce Optimization
Installed Base Management

Entitlements Reports
Service Plans Dashboards
Business Insights
Sample chart graphic slide
Highlights: Highlights:
▪ Factoid $XXM ▪ Factoid $XXM
Content title here
Subtitle here
▪ Bullet one feature, benefit, or factoid

▪ Bullet two feature, benefit, or factoid
Sample Pie Slide
Subtitle here
SLICE OF PIE 1 SLICE OF PIE 1

▪ Bullet one SLICE 1 ▪ Bullet one
▪ Bullet two XX ▪ Bullet two
▪ Bullet three ▪ Bullet three
▪ Bullet four SLICE 2 ▪ Bullet four
XX
Source: Hoovers
Sample Comparison Slide
$12.6B
$10B
6.6M 5.4M
US Salespeople US Service
(non-retail) Technicians
icons & shapes you can use
for more visit…
https://www.dropbox.
com/sh/7haeny6fcbtv4xg/CuQvy
4YZYA
Sample ServiceMax logos

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Introduction to Linx for

Video 2 of 2 in ServicePower Optimization series

1. Real Time: Get, Book, Rebook and Optimizer

Devices – Online and Mobile*

Summer 14 Version 9.1

Winter 15 Version 9.2.0.1

Winter 15 SP Version 9.2.0.2

3. Next run the

1. Obtain ServicePower API URL

2. Set up Remote Site in Salesforce

○ Technicians with external ID

Dispatch Settings are

Use the 4 Settings above only

SetUp >> Dispatch Managment >> Dispatch Process >> GO

Create an SFM on the Work Order

Fixed Previously earmarked WO reschedule to future. Tentatively fixed in SP.

Assigned SP has found best schedule and WO assigned accordingly.

Received Technician has accepted WO assignment.

En Route Technician has started driving to the WO location.

Onsite Technician has reached the WO location.

Finished Onsite Technician has finished servicing the WO at customer location.

Completed Technician has completed all work related to the WO.

Cancelled WO has been cancelled and scheduling can be discarded.

Field Service Repair High True 5 90

Field Service Maintenance Medium False 2 25

Field Service Repair Medium False 3 50

Text Three ▪ Bullet point three

Service Parts ServicePulse

Work Order Management Customer and

Installed Base Management

▪ Bullet one feature, benefit, or factoid

SLICE OF PIE 1 SLICE OF PIE 1

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