Service Innovation: ServiceMax Mid-Year Updates

At PTC, we believe in the power to change. By delivering new innovations, we can continue to drive field service operations while meeting customer’s evolving needs. We are excited to announce the most recent enhancements to our ServiceMax product portfolio. These latest advancements demonstrate our dedication to delivering top-tier field service solutions and incorporate the valuable feedback we've gathered from our customers.

In the following sections, we will highlight the most recent enhancements of our mid-year releases. Read on to learn more about ServiceMax’s newest improvements.

ServiceMax Core 24R2: Integration with additional PTC Products

ServiceMax continues to deliver field service innovation with PTC. By incorporating with PTC’s current portfolio, we can deliver a better, more intuitive, and better connected field service management solution for our customers. We are excited to introduce the implementation of both Windchill and Arbortext integrations (beta) to ServiceMax Core.

Integration with Windchill (beta)

Manufacturers rely on Windchill to streamline and enhance product lifecycle maintenance. With this new beta integration, Service and Engineering can stay connected with a continuous feedback loop of data and insights. In ServiceMax Core, service technicians can now report issues and incidents directly back to engineering from the service environment, sharing critical information to drive product feedback and innovation

This is a significant step forward in our digital thread journey – service teams receive product updates to better facilitate change orders and status updates, while engineering and quality can benefit from direct, in-the-field product feedback.

Integration with Arbortext (beta)

Arbortext is an end-to-end dynamic publishing solution that streamlines how organizations create, manage, and publish technical information. With this integration, ServiceMax users can take advantage of the rich service information in Arbortext to ensure critical information such as parts lists, product manuals, and other documentation is effectively and proactively utilized by end-users at the point of service, helping to improve first-time fix rates and improving structured authoring.

Enhancements to Timesheets, Pricebooks, Get Price

Core24R2 delivers new enhancements to core functionality in Pricebooks and Timesheets.

Pricebooks in ServiceMax allow for the creation and management of custom pricebooks for both parts and labor, extending Salesforce's native pricebook capabilities for nuanced scenarios better fit for asset-centric field service. Get Price enables ServiceMax users to quickly price work orders through automated calculations that are based on current service contract coverages and special pricing discounts for both services and parts. In this release, we’ve introduced additional controls to address nuanced scenarios that were previously unaccounted for, such as manual discounts and custom price books associated with specific work orders.

Additionally, Timesheets received a UI overhaul simplifying setup, configuration, and use. Timesheets in ServiceMax provide comprehensive tools for tracking, summarizing, and reporting time spent by field service technicians. With Timesheets, ServiceMax users can track work and technician time encompassing overtime, breaks, and other time types to gain clarity on the true costs of service delivery.

Core 24R2 was recently released on July 12, 2024. To learn more about the Core 24R2 release, view the release notes.

ServiceMax FieldFX 24R2: Elevated improvements for the oil and gas sector

FieldFX users receive new updates in our 24R2 release that work together to boost functionality and efficiently drive operations.

Users rely on the email tool within FieldFX to effectively connect with customers. 24R2 introduces the ability to include important documents, such as field tickets and invoices, ensuring emails are more comprehensive. Additionally, new automation features create trigger sequences that further streamline the email creation process. Users can now automatically send field ticket reports as soon as a work order is completed, significantly improving efficiency and customer communication.

Back-office users are vital to organizations when it comes to properly and efficiently supporting field operations. The new filter grids, enhance their capabilities by allowing them to easily filter for individual parent items, individual child items, or both simultaneously. Additionally, grid views remain consistent even after items become deleted, and grids are always scrollable, even when empty. These improvements ensure a smoother, more efficient workflow for back-office users.

The 24R2 update brings additional enhancements, including significant improvements to Preventative Maintenance, the integration of ServiceMax DataGuide with FieldFX Mobile, and advancements in the FieldFX Mobile React Native app. Preventative maintenance group schedules now have the ability to created based on meter readings instead of calendar availability. The ServiceMax DataGuide module is further supported in FieldFX Mobile by integrating eForms, allowing for the easy creation of new forms while on the go. Lastly, the FieldFX Mobile RN app now delivers new lookups and navigations, the ability to add record ‘copy’, and remove dependencies from deprecated Mobile libraries.

FieldFX 24R2 was released on July 15, 2024. To learn more about this release, please visit our release notes for more details.