Core Certification Exam Information

ServiceMax Basics

• Access ServiceMax documentation

Salesforce Basics

• Manage Salesforce user records
• Modify an object's attributes for accurate data entry
• Set up a Salesforce List View to list an Object's records
• Use Salesforce Record Types to provide different Work Order page layouts for different profiles

ServiceMax Profiles

• Create and use Salesforce profiles to assign Salesforce permissions and associate with a ServiceMax Group Wide profile to manage ServiceMax settings
• Use Group Wide Profiles to manage ServiceMax settings by group

Account, Location, and Installed Product Records

• Set up and maintain Location records in a proper hierarchy for customer site addresses, partner locations, Technician home addresses, and stock locations, including mobile locations
• Set up and maintain Installed Product records in a proper hierarchy

Service Resources

• Set up and organize Service Resources in ServiceMax and associate with a Salesforce user for access to mobile apps when necessary

Warranties & Service Contracts

• Set up Warranties and Service Contracts and the ability to create them either manually or automatically so Work Orders can be entitled manually or automatically
• Set up the ability to entitle Work Orders either manually or automatically

Service Flow Manager Basics

• Create and provide access to SFM views and transactions to create, edit, or view Work Order and related records on either the browser or mobile device
• Set up a simple Output Document and provide the ability for users to generate it
• Set up an SFM Wizard to display SFM Transactions, Checklists, Custom Actions, and Output Documents according to the logged-in user's profile
• Set up SFM searches and configure who can access them using Group Wide profiles

Dispatch Console Basics

• Set up Dispatch Console and Dispatchers, and provide access to Work Orders, Service Teams, Technicians, and Resources
• Use the Dispatch Console as a Dispatcher to assign Work Orders to Service Resources

Mobile Configuration Basics

• Set up mobile sync and configurations, and troubleshoot and fix sync and configuration issues
• Use the appropriate ServiceMax mobile app as a Technician to perform day-to-day tasks

Advanced SFM Configuration

• Configure the page layout of an SFM Transaction for ease of use and accurate data entry
• Create an SFM Transaction that can be executed according to a schedule instead of launched by the user
• Create and configure an SFM Wizard so the Wizard appears and buttons are enabled only in the appropriate desired conditions
• Set up an SFM transaction that can be launched from a related record
• Write an expression that can be used to filter records or for data validation

Preventive Maintenance Plans

• Create a Preventive Maintenance Plan that can automatically generate PM Work Orders based on a time schedule or condition

Service/Maintenance Contracts & Entitlement

• Create a Service Plan that contains coverages, pricing, and SLA terms that can then be used to create a Service/Maintenance Contract
• Set up the ability to entitle a Work Order that has multiple Products Serviced lines

Advanced Dispatch Console Configuration

• Customize the Dispatch Console for ease of use and alignment with business processes
• Set up an Immediate Dispatch Process to assign Work Orders without the use of the Dispatch Console
• Set up the ability to locate Technicians on the Dispatch Console Map so their routes can be determined and they can be assigned based on proximity to a Work Order
• Set up the ability to perform searches on the Dispatch Console that quickly identify qualified Technicians based on the selected Work Order

Inventory Management

• Set up an inventory management process that can track the transfer and consumption of parts and returns so that accurate inventory amounts are maintained, and Technicians can request and receive a part when needed

Migration Tool

• Use the Migration Tool to transfer data between a target and a source org for the purpose of setting up new ServiceMax orgs for user testing and upgrades

Install & Upgrade

• Set up a new ServiceMax org or perform an upgrade using the Configurator to properly load the default configuration

Get Price Configuration

• Set up Get Price to automatically calculate the price on a Work Order that has been entitled