elearning Catalog ServiceMax, Inc , All Rights Reserved

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1 elearning Catalog

2 Table of Contents by Role ADMINISTRATOR....3 CONTRACT MANAGEMENT 13 CUSTOMER SUPPORT...14 DISPATCHER EXECUTIVE / MANAGER LOGISTICS OPERATIONS TECHNICIAN / ENGINEER 18

3 ServiceMax elearning Catalog Welcome to the ServiceMax elearning Catalog. You will need access to our Community to view the resources. If you do not yet have access, please contact your Professional Services Representative. ADMINISTRATOR Administration 101 Administration 101 will give you the foundational tools to effectively manage the ServiceMax Application for your end users. Length: 38 minutes 1. Key Terms and Architecture 2. Creating Users 3. Assigning Licenses 4. Creating Custom Fields 5. Workflows Rules APP Administration The ServiceMax App Administration course discusses the relationship between Salesforce and ServiceMax objects; setting up Configuration Profiles; configuring ServiceMax Translation Workbench; included is a demonstration on how to access the ServiceMax User Guide. Length: 28 minutes 1. Salesforce & ServiceMax Objects 2. Configuration Profiles 3. ServiceMax Translation Workbench 4. ServiceMax User Guide

4 (ADMINISTRATOR ROLE CONTINUED) Analytics 101 The Analytics 101 course discusses the system's common dashboards and reports. Next we walk the learner through creating a new report and dashboard from scratch. Length: 42 minutes 1. Running and Modifying Reports 2. Creating New Reports with the Report Builder 3. Printing 4. Exporting 5. ing Reports 6. Introduction to Dashboards Configuring the Dispatch Console ServiceMax Configuring the Dispatch Console course teaches you how to configure and best utilize the dispatch console. It covers how to configure multiple components, to be end user specific. These range from available fields, search criteria, and more. Length: 43 minutes 1. Dispatch Console Overview 2. Dispatch Console Configurations 3. Scheduling with the Dispatch Console

5 (ADMINISTRATOR ROLE CONTINUED) Data Management Managing the data in your system is a key component of setting up and maintaining your unique experience with the ServiceMax tools. This course covers tips and tricks for preparing and managing your data within ServiceMax. We will cover two data management tools: Salesforce - Import Wizard & The Data Loader. Length: 25 minutes 1. Data Management Overview 2. Salesforce - Import Wizard 3. Salesforce - Data Loader How to Properly Upgrade Your ServiceMax Org This course walks you through the two steps to upgrade your current instance of Salesforce to a newer version of ServiceMax. The two steps are: Install ServiceMax Package and Install ServiceMax Default Configuration. Length: 13 minutes Discuss the two steps to the upgrade process: 1. Install ServiceMax Package 2. Install ServiceMax Default Configuration

6 (ADMINISTRATOR ROLE CONTINUED) Introduction to Reports and Dashboards This course is an introduction to reporting and dashboards. We cover the following topics: Navigating the reports tab, viewing report folders, running reports, viewing dashboards, and adding a dashboard to your home page. Length: 17 Minutes 1. Navigate the reports tab 2. View report folders 3. Run reports 4. Understand folder permissions 5. View dashboards 6. Add a dashboard to your homepage Introduction to Service Flow Manager Once you are up and running with ServiceMax, our Introduction to ServiceFlow Manager course provides you with the functional knowledge to modify existing SFM's and/or create your own SFM's to meet your unique and potentially changing business requirements. This course covers creating a Service Flow Manager Transaction and a Service Flow Wizard. Length: 57 minutes 1. Architecture & Design Overview 2. How to create a Service Flow Transaction 3. How to create a Service Flow Wizard

7 (ADMINISTRATOR ROLE CONTINUED) Introduction to Smart Docs This course is an introduction to the functionality within ServiceMax Smart Docs. It covers creating, editing, and customizing a Smart Document. Length: 25 minutes 1. What are Smart Documents? 2. How can Smart Documents be used? 3. How do you create Smart Documents? ipad Administration Mobile technology can be a key differentiator in your field service business. This course covers the following ipad Configuration & Setup topics: SFM ipad Permissions, Mobile Configuration, & Service Report Configuration. Length: 42 minutes 1. ipad Configuration & Setup 2. SFM ipad Settings (Service Report pre Summer 13) 3. SFM ipad Permissions 4. Mobile Configuration

8 (ADMINISTRATOR ROLE CONTINUED) Service Resource Architecture Service Resource Architecture is focused around the setup and maintenance of your Service Resources within ServiceMax. Before you can efficiently dispatch your technicians & equipment, you will have to setup your resources in ServiceMax. Resources refer to Teams, Technicians and Skills. Length: 22 Minutes 1. Service Resources Overview 2. Creating Skills 3. Creating Service Teams 4. Creating Technician Records 5. Adding a Dispatcher Spring 14 New Release Training (Part 1-Mobile Apps) This course covers Spring 14 New Release Training, (part 1 Mobile Apps). Length: 60 Minutes Mobile for Laptops: 1. Attachments 2. API Access 3. Multi-day Event 4. Translation Workbench

9 Spring 14 New Release Training (Part 1-Mobile) cont d ipad: 1. ipad Data Purge 2. Configuration Sync Scheduling Enhancement 3. Translation Workbench 4. ipad Memory Optimization iphone: 1. Calendar 2. Record Views 3. Tools Spring 14 New Release Training (Part 2-Application Side) This course covers Spring 14 New Release Training, (Part 2 Application Side). Length: 35 Minutes 1. ServiceMax Linx for ServicePower 2. QuickBooks Extract 3. Scheduled SFM 4. ServiceMax Migration Tool 5. Reports and Analytics

10 Summer 14 New Release Training (Part 1 Mobile) This course covers the Summer 14 New Release Mobile application features. Length: 40 Minutes Mobile for Laptop: 1. Smart Documents ipad: 1. Attachment Sharing 2. Advanced Conflict Resolution 3. Price Calc Price Labor Enhancements General: 1. Context Filters for Look-up Fields iphone 1. Complete End-to-End Solution

11 Summer 14 New Release Training (Part 2 - Online) This course covers the Summer 14 New Release Online application features. Length: 40 Minutes 1. Optimization: a. ServiceMax Linx for ServicePower 2. SFM Search: a. Events & Tasks 3. SFM Designer: a. Warning for Missing Meta-Data b. Standardized Picklists for Record Types c. Prevent Deletion of Dependent SFM s 4. SFM Scheduler a. Schedule Multi-Source SFM s 5. Translations: a. Events & Tasks 6. Contracts/Inventory/Warranties: a. Get Price Function to use Salesforce PriceBook for Labor b. Calculate & Store Response Times on the Case/Work Order 7. Dispatch Console a. Maps Upgrade b. Map Feature Enhancements

12 (ADMINISTRATOR ROLE CONTINUED) Winter 14 New Release Training This course covers the Winter 14 New Release Training. Length: 39 Minutes Dispatch Console: 1. Allow inline edit on Gantt Chart Dates 2. Display Sequence for Team/Territory in Resource View 3. Current Time Marker on Gantt Chart 4. Check validity for expertise search ipad: SFM: 1. ipad Attachments to Records 1. SFM Transaction Designer (multi-source processes) ServiceMax: 1. ServiceMax Translation Workbench

13 (ADMINISTRATOR ROLE CONTINUED) Winter 15 New Release Training These courses cover the Winter 15 New Release Training. Overview of Winter 15 Release - 2 min Mobile Android 4 min ipad - Transition from WI 14 4 min ipad Calendar, WO, T&M, Debrief, Service Report 3 min Online Dispatch Console 6 min Location Based PM Plans 2 min Tools Migration Tool 5 min

14 CONTRACT MANAGEMENT Preventive Maintenance Configuration Preventive Maintenance Configuration course discusses how you can configure and use ServiceMax Preventive Maintenance functionality to proactively manage your customer's recurring preventive maintenance service needs. We will discuss the following topics: Preventive Maintenance Templates, Preventive Maintenance Processes, and Preventive Maintenance Plans. Length: 34 Minutes Creating the following 1. Preventive Maintenance Templates 2. Preventive Maintenance Processes 3. Preventive Maintenance Plans Service Plans & Service Contracts Service Plans and Service Contracts course covers how to set up and leverage the different components that make up Service Plans and Service Contracts. We will discuss service plan components such as: Pricing, Parts, Labor, Expense, & Travel Pricing Rules. Next, we cover the step-by-step process to create a Service Contract. Length: 43 Minutes 1. Creating Service Plan Components 2. Creating Service Contracts

15 CUSTOMER SUPPORT How to create an Advance Return Material Authorization This course covers Out Of The Box ServiceMax functionality for creating a RMA. You will learn how to create a case from an Installed product record, and then create a RMA. Length: 14 Minutes 1. Creating a case from an installed product 2. Creating an RMA record 3. Processing the RMA lines 4. Creating a Shipment record 5. Processing the shipment lines

16 DISPATCHER Using the Dispatch Console Using the Dispatch Console covers How to dispatch work orders to technicians. We demonstrate the drag-and-drop features of the dispatch console. We also discuss adjusting the work order time line to fit the technicians work schedule. Length: 9 Minutes 1. Scheduling with the Dispatch Console 2. Editing the Assigned Work Order timeline Configuring the Dispatch Console ServiceMax Configuring the Dispatch Console course teaches you how to configure and best utilize the dispatch console. It covers how to configure multiple components, to be end user specific. These range from available fields, search criteria, and more. Length: 33 Minutes 1. Configure searches 2. Configure available fields 3. Configure Colors within the work order section

17 EXECUTIVE/MANAGER Introduction to Reports and Dashboards This course is an introduction to reporting and dashboards. We cover the following topics: Navigating the reports tab, viewing report folders, running reports, viewing dashboards, and adding a dashboard to your home page. Length: 17 Minutes 1. Navigate the reports tab 2. View report folders 3. Run reports 4. Understand folder permissions 5. View dashboards 6. Add a dashboard to your homepage

18 LOGISTICS OPERATIONS How to create an Advance Return Material Authorization This course covers Out Of The Box ServiceMax functionality for creating an RMA. You will learn how to create a case from an Installed product record, and then create an RMA. Length: 14 Minutes 1. Creating a case from an installed product 2. Creating an RMA record 3. Processing the RMA lines 4. Creating a Shipment record 5. Processing the shipment lines

19 TECHNICIAN/ENGINEER How to Download the ServiceMax ipad Application This course demonstrates how to download the ServiceMax ipad Mobile application to your ipad device. Length: 3 Minutes 1. Downloading the ServiceMax ipad Application How to use the Mobile for Laptop Calendar feature This course covers how to navigate the Mobile for Laptop Calendar feature. It walks you through calendar navigation and rearranging calendar events. Length: 6 Minutes 1. Navigating the Mobile for Laptop Calendar 2. Rearranging Events

20 (TECHNICIAN/ENGINEER ROLE CONTINUED) How to use the Mobile for Laptop Help feature This course covers how to utilize the Mobile for Laptop Help feature. We cover the help content and how to search for specific topics. Length: 3 Minutes 1. Using the Mobile for Laptop Help Feature 2. Searching for specific topics How to use the Mobile for Laptop Search feature This course demonstrates how to utilize the Mobile for Laptop search feature. We cover using an All Accounts search, a Serial Number search, and a Work Order search. Length: 6 Minutes 1. Using the search feature 2. Demonstrating the following searches: a. All Accounts search b. Serial Number Search c. Work Order Search

21 (TECHNICIAN/ENGINEER ROLE CONTINUED) How to use the Mobile for Laptop Sync feature This course covers what are the sync features and how and when to use them. We cover the following sync topics: Reset Application, Sync Data, and Sync Configuration. Length: 5 Minutes 1. Reset Application 2. Sync Data 3. Sync Configuration