Skip navigation
All Places > Field Service Network > Blog
1 2 3 4 Previous Next

Field Service Network

50 posts

Welcome to the second blog in this series, focusing on speeding up your navigation when using Salesforce.


These customizations aren't global changes for all users—they’re specific to your personal view in Salesforce Classic.
If you have any additional tips and tricks on this topic, please share your feedback in the comments!



Search for Records


To search, type a term into the search box at the top of any screen. The search feature suggests matches as you type. It prompts you to switch to a "starts with" search after you’ve entered two or more characters. To see a full list of search results, press enter, click Search, or click the option for "starts with" search.


Image 1.jpg


Search is smart. It remembers which objects you've use and how often you use them. By default, what you search for most recently appears first.

You can refine/improve your search from the Search results page in the following ways.


  1. To expand the search, add an asterisk (*) or question mark (?) to your search keywords.
  2. To make your search more specific, use standard search operators like AND, OR, or AND NOT.
  3. To limit the search to an exact phrase, click Options and select Exact phrase, or enclose your search keywords in quotes.
  4. To sort your search results in ascending or descending order, click column headings.
  5. To prioritize your results you can pin certain objects so they always show at the top. Contacts and Accounts are pinned in the screenshot below. Find out how in the Salesforce Classic video below at 0:55.


image 2.png



Customize What You See


Tabs for Navigation

The Salesforce Classic user interface is composed of tabs that serve as starting points for viewing, adding, and editing information for an object.


image 3.png


One of the easiest, and most effective, customisations in Salesforce is changing the tabs that appear when you log in.

  1. Click the drop-down arrow next to your name.
  2. Click Setup.
  3. Navigate to Personal Setup, then My Personal Information, then Change My Display.
  4. Click Customize My Tabs.

You can add and remove tabs (1), plus change the order of the tabs you see (2).


image 4.png


Related Lists contain records on other objects related to the main record and are found in two places on a Salesforce Page Layout.

At the top:

image 5.png

Or the bottom:

image 6.png


You can customize which Related Lists you see and in what order.

  1. In the upper right corner, click on your name.
  2. Click Setup, then Personal Setup, My Personal Information, Change My Display
  3. Select the object you want to customise from the drop-down menu, and click Customize Page.
  4. You can then add and remove related lists (1), plus change the order of the related lists you see (2).


image 7.png



Sections on a Page

You have the ability to hide sections of the page layout. Once hidden they stay hidden on all records of that object until you expand them again.

Next to the section header click the triangle and it will collapse or expand that section. Making this change will speed up scrolling through a record, as well as help you focus on the information relevant to you.



Expanded Section V2.PNG


Collapsed Section V2.PNG



Keyboard Shortcuts


Hold Ctrl and then press F. This opens a search window top right of the page (depending on the browser you are using) and allows you to search for any text string on the whole page you are on, not just the bit you can see.


Salesforce fields that are underlined and hold values are lookup fields. An example is Case Number on a Work Order.


Salesforce fields that are underlined and hold values are lookup fields. An example is Case Number on a Work Order. When you click on this value, it takes you to a related record. If you hold the Ctrl key when you do this the related record opens in a new tab on your browser. If you hold the Shift Key instead it will be a new window.


Do you have a tip to share? Please share! Add a comment below...

Industrial IoT and mobile solutions are radically transforming field service—helping companies minimize equipment downtime, increase technician productivity, and stay compliant.


By replacing pen and paper processes with digital field service management, our customers improve technician productivity by 18%, on average. They also raise worker satisfaction by empowering them with slick, modern tools that help get the job done on the first visit.


Join this 45-minute webinar to learn how ServiceMax helps mining companies raise productivity, uptime, and safety with an end-to-end field service management solution. The speakers will discuss how GE Digital’s ServiceMax compliments GE Digital’s Mine Asset Performance Management, and they will cover:


  • Scheduling and dispatch of the right technician/crew
  • Mobile application for asset information, knowledgebase, and collaboration
  • Digital audit trail for regulatory compliance
  • Solution demo


Thursday, October 19, 2017: 9AM PT / 12PM ET

Register and reserve your seat now >


Presented By:


Kevin-Shikoluk-90.jpgKevin Shikoluk
Global Strategic Marketing Leader

GE Digital


anna-startseva-90.jpgAnna Startseva

Product Marketing Manager

ServiceMax from GE Digital


carlton-dsouza.pngCarlton D'Souza

Solutions Architect

ServiceMax from GE Digital

Many Maximize Las Vegas attendees were captivated by Gene Kranz and Jim Lovell's American space age story, thus I'm so excited to share that astronaut Dr. Michael Foale is onboard to speak at Maximize Berlin! Here's a snippet of Sarah Lloyd Parry's blog featured on Field Service Digital:


On June 25, 1997, British-born NASA astronaut Dr. Michael Foale was aboard the MIR space station when it collided with a seven-ton cargo ship the size of a bus. Unaware to Dr. Foale, while his Russian colleagues were practising a docking procedure, Russian Mission Control ordered the automatic docking system to be switched off, based on concerns its radar might interfere with the ship’s visual monitor. The result was catastrophic, creating in the worst collision in the history of manned space flight.


Leaking oxygen, the MIR began spinning out of control at the rate of about one degree a second with a puncture in one of the modules, causing life threatening decompression. Dr. Foale and his colleagues worked feverishly to repair the damage over a critical six-hour period — with no power.


Dr. Foale is no stranger to the challenges of repairing equipment in space. With 22 hours of space walking time logged, he says his biggest challenge is the size of the responsibility.


Screen Shot 2017-10-05 at 11.05.45 AM.png


We are fortunate enough to have Dr. Foale as our keynote speaker at this year’s Maximize Europe 2017 customer conference in Berlin. Dr. Foale will be discussing what it’s like to deal with the unique scenario of equipment failure in space, the critical balance of when to trust human instinct over emergency machine operating procedures, and the leadership qualities, training and team dynamics required to overcome such problems on a space ship he likens to an oily smelling cluttered garage, akin to working in someone’s esophagus.



To read the Sarah's full blog post about Dr. Foale's phenomenal experience, visit Field Service Digital. To hear him in person, secure your spot for Maximize Berlin today! We hope to see you there.

ServiceMax has experienced a ton of "new" this year. From our GE acquisition, to  Maximize 2017 in Las Vegas, to various product release updates, to over 600 new ServiceMax community members, we truly thrive in change.


One thing that has remained consistent through all this adoption is our excellent customer base. We invest largely in our NPS program. Some of you may have heard this at the Maximize Las Vegas User Group, and many of you will hear it at Maximize Berlin's session, but we take pride in listening to our customers and refining our products, services, and support to embody your feedback. See NPS Spring 2017 Update: Feedback and Follow Up.


You remain the center of our strategy and our measure of success, and customers are the main reason why we have been named a leader again in the Gartner 2017 Magic Quadrant for Field Service Management. Here at ServiceMax from GE Digital, we believe this position is a reflection of our market leadership, visionary product capabilities, and – above all – our customer success. So here we are again, for the third consecutive time, all for you, because of you. I encourage you to read the report for more details. We are so pleased to be recognized and positioned as a leader of field service software providers by this highly respected analyst firm
2017 Gartner MQ Slide for FSM.jpg
This is a part of our success story; you are a part of our success story, so thank you for partnering with us. I can only hope we're as valuable to your story as you are to ours.



What stories, anecdotes, and examples do you have of customers showing they are over the moon with your service?
Have you followed Gartner in the past? What analysts do you keep up with?
Have you read the report? What do you think about the analysis?


*Gartner, “Magic Quadrant for Field Service Management”, Jim Robinson, Michael Maoz, Jason Wong, September 27, 2017

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.


In a follow up to her previous book, “A Diamond in the Rough”, Patrice Eberline is releasing her next book, “Into the Diamond Mine: A Field Service Transformation Handbook for Executives.”

“Think Big, because service and the way you manage your service business will never be the same again.”

Looking beyond the basics of service and the impact that service can make on customer satisfaction, Patrice now takes a deeper look into the nature of true service transformation - what it looks like and what outcomes to expect from it.

Join John Ragsdale, VP Research, Technology and Social at TSIA, as he sits down with Patrice to talk about her journey, thoughts and hopes for “Into the Diamond Mine”. During this live interactive webinar, you will learn:

  • What is Service Transformation and how do I begin the journey?
  • What roles do IoT, predictive analytics and technicians play in a Transformation?
  • What is the real and full value of a complete Service Transformation?


Thursday, October 5, 2017: 10AM PT / 1PM ET

Register and reserve your seat now >

Presented By:


John Ragsdale
VP Research, Technology and Social


patrice-80x100.jpgPatrice Eberline
VP, Customer Transformation
ServiceMax from GE Digital

And just like that, Maximize Las Vegas is over! It was three days packed with interesting new content, fun networking events, and collaborative conversations. Many of our community users attended, which is fantastic! So please, if you attended Maximize, joined the UG, or spoke at the event check out your badges. We wanted to recognize you for your contribution to our conference!


Here's what the badges look like!


attendee.jpgvegas customer- speaker.jpgvegas employee- speaker.jpgvegas partner- speaker.jpgvegas UG attendee.jpgvegas UG speaker.jpg


Visit Steve Nava's, Victoria Butt's, Eric Rivas', or Karen Mehal's profiles to see what they look like. If you're missing a badge you rightfully deserve, please let us know!


We also awarded 6 of our customers during our MaxChoice event.


Winners include:

  • ServiceMax Rookie of the Year: LiftOne, for outstanding accomplishment in their organization in their first year of implementation.
  • ServiceMax "We Keep the World Running" Award: PAC, whose use of ServiceMax keeps the world running and has become critical to serve their customers.
  • ServiceMax Customer Impact Award: Topcon Medical Systems, who has experienced a marked change in culture and transformation as it relates to their customers since implementing ServiceMax.
  • ServiceMax Business Impact Award: Molecular Devices, who realized exceptional business results and ROI through the adoption of a field service management strategy for their extended enterprise.
  • ServiceMax Innovation Award: Carrier, who has demonstrated innovative use of ServiceMax on mobile devices and in disconnected environments.
  • ServiceMax Raving Fan of the Year Award: Erikson Living, who has demonstrated outstanding leadership in field service and who has been a great advocate of ServiceMax.


We hope you gained as much out of the conference as we did, let us know here Are you excited about Maximize?

If you attended Maximize Las Vegas also have access to many of the breakout presentations. See Maximize Las Vegas 2017: Resources.


And if you weren't able to make it, don't forget about Maximize Tokyo and Berlin. Hope to see you there!

Have you heard of resiliency planning?


Instead of just focusing on recovery, communities and businesses are shifting gears to look to keep the lights on, figuratively and literally during high-demand, high-impact events. This week, I read in the GE Reports about technology that becomes relevant during natural disasters to keep the infrastructure up and functioning.


Weathering The Storm: This Tech Will Help Utilities Keep The Lights On - GE Reports


The blog post explores the emerging trend of “resiliency” planning, which emphasizes preparedness and infrastructure immunity to disaster. “Self-healing” electrical systems, for example, identify failing sections of the power network, isolate them and re-route power from other parts. A system built by weaving together a host of microgrids into a sturdy, quilt-like grid difficult to bring down is another solution. They could be immensely helpful in minimizing disruption when disaster strikes.


Field service organizations are the branch of the company that is on site with your customers most often. Your field service strategy will likely combine proactive, planned service visits and urgent, reactive break/fix scenerios. What technologies are in place? Is IoT in play to predict service needs? What about those times when urgent service is needed, across a wide portion of your customers?


Let's talk about your field service organizations in resilience and recovery modes.


How important is your field service coverage to your clients and their customers? What is at stake?

What are the events that lead to urgent influx of service requests?

And what are the people, process, and technology tools and tactics that you employ to keep things running and support recovery efforts?

Electricity is the lifeblood of our economies, powering factories, buildings—and, increasingly, our modes of transportation. Check out Seth Dunn's, ServiceMax's Industry Development Director, Power & Utilities, blog post on digital disruption.


Here's short preview:

Electricity is something many people don’t think about until the power goes out. And yet it is the lifeblood of our economies, powering factories, buildings—and, increasingly, our modes of transportation. As we have seen in the wake of Harvey, the consequences of power outages can be dire.

For the last 12 years, I have had the opportunity to be part of GE’s Renewable Energy remarkable growth story, which is part of the broader narrative of renewable energy becoming mainstream—and now the largest source of new power generation. I joined ServiceMax because I firmly believe that a digital disruption of the power and utilities world—what we at GE call the “Electricity Value Network” or EVN—is underway, and that field services represents the vanguard of this disruption.

How is field service management starting to disrupt the EVN? Who are the early adopters, and what results are they seeing? How can I digitally transform my services business so I stay ahead of the curve? Join me, ServiceMax customers and partners, GE experts, and industry thought leaders for an afternoon exploring these and other questions at Maximize in Las Vegas on Monday, September 18.

For more information on the Maximize Power & Utilities agenda, please check out this link:




We hope you’ll attend and explore the why and how of digitally disrupting your power & utility service business before being disrupted.

Real-time asset management is a maturing theme within the oil and gas industry that has not yet reached its full potential. Intelligent Oilfields, Smart Fields, Field of the Future, and iFields are just several examples of terms used in the oil & gas industry to describe the vision of real-time asset management in action.


Real-time asset management is the vision in which the industry transforms itself by continually moving toward delivering real-time information, thereby enabling real-time actions. Most companies, large and small, have taken the initial steps to instrument and automate, remote and distributed assets in the industry to collect and visualize data regarding the operational performance and health of those assets.


Predix and APM (asset performance management) from GE Digital analyzes and predicts asset performance, enabling the ability to make quicker and better informed decisions. Is your organization interested in real-time asset management using ServiceMax and APM technology? If so, register today for  maximize17 and the half-day oil & gas session. There we'll discuss solutions, trends, and strategies - I hope you can join!


Screen Shot 2017-09-11 at 4.04.00 PM.png


To read my full blog, visit Field Service Digital.

In partnership with Field Technologies Online, Mark Homer, Head of Global Customer Transformation, will be presenting in a webinar on September 7th at 1:00 PM ET.


The conversation will be focused on the future. Drones, artificial intelligence, and machine learning are changing field service today. Service Technicians will need different skills than yesterday's simple break/fix mentality to work through data analytics, augmented reality, or remote mentoring. How are your technicians reacting?


These upcoming changes need thoughtful planning to solve, so join Mark tomorrow and learn more about transforming today's technicians into service engineers of the future!


Click here to register now.

205,000 miles.


That’s how far Apollo 13 was from earth on April 13, 1970, when an oxygen tank exploded, crippling the Service Module upon which the Command Module had depended. Despite well-documented hardships caused by limited power, freezing temperatures, a shortage of potable water, and the critical need to make fast repairs, the Apollo 13 crew returned safely to earth just days later.


As someone who grew up fascinated by the NASA space program, I am thrilled to share that Jim Lovell and Gene Kranz of the Apollo 13 mission will be keynote speakers at our annual customer event, Maximize 2017, this September in Las Vegas where they will share their stories of leadership, perseverance and competence.


Screen Shot 2017-08-30 at 4.12.39 PM.png

The story of Apollo 13 is an extreme example of field service where “the machine” had to be fixed and decisions needed to be made quickly in a life-threatening situation. The majority of field service projects are not quite so dramatic, but they are still critical to their industries.

There are tens of millions of field service technicians around the world who maintain billions of machines that have a profound impact on our lives — in our homes, at our work, at our hospitals and cities and airports. Literally everywhere.

Screen Shot 2017-08-30 at 4.13.41 PM.png

Who are these everyday heroes? Are you one of them? I'd love hear your stories in the comments below, on Twitter (@dyarnold), or at Maximize 2017, the most valuable field service event in the industry. Review the Maximize agenda and register at I look forward to seeing you there!


To read the rest of my blog, visit Field Service Digital.

I want to get connected with others who are working in ServiceMax and Salesforce every day. Does that sound like you?


For this first post, I’m hoping to hear from other customers who are interested in collaborating around field service, cloud software, ServiceMax.


Are you your team’s subject matter expert? Are you looking to become one?


Please reply if you are interested in the topics below, if you have a similar goals for your team, or if you are just checking this out and could be interested in the future. Let’s build a group of people who want to share and learn together - comment to get involved!


I’m a member of the ServiceMax VIP Program and the Community Champions group here on the ServiceMax Community.  I was interviewed by Deirdre Yee regarding the blog series I’m authoring: Field Service Heroes: Working in ServiceMax Better & Faster. I’m excited to share my insights around field service software with this community, and I really want to get the conversation going with other members. The ServiceMax Community can be a great place to help people and to get help from others in the industry. When you put questions out there, you’ll see responses!


So what is my blog series, Field Service Heroes: Working in ServiceMax Better & Faster, about?


Like the title says, it is focused on tips that help field service team members get their work done faster. A small change might save you 20 seconds. If you have to go through that process dozens of times a day, you'll notice the great amount of time you can save and how meaningful it is. It’s taken me years to find these tricks and shortcuts. Sometimes the most efficient way forward is not obvious.


If you work in ServiceMax and Salesforce, there are many resources available, and in some ways that makes things easier. There are a series of helpful resources like training videos, Field Service University courses, release webinars, and design time events on this platform. And on the salesforce side, the Trailhead training program is a great asset.


But in some ways there are too many sources of information. Trailhead is weeks of training. That’s not something you can wade through in your first week on the job. When you look at all the training offered, it might not be something you can master in your first year.


I’m hoping this blog series will help people hone in on the simple items that will increase their productivity and efficiency.


I’d also like to incorporate input from others. For each post, we can make this a collaborative conversation. I’ll consolidate the tips we share so that it is a living, evolving, and growing document.


What topics will we cover?


  • Salesforce Navigation

Tips for searching, browsing the Salesforce browser, basic information on customizing the work order view

  • Administrator and Configurator: Tips and Tricks

Advanced settings, translations, SFDC translation workbench, ServiceMax translations, custom labels

  • Dashboards and Reports

The power of one and more tips on reporting

  • Chrome and External Programs

Integrations, apps, useful steps to take

  • Support Processes

Support and training resources


What other subjects are you interested in?


I hope you’ll reply below. Please share your tips, weigh in on what’s important, and tell us what makes your day easier and more efficient.

Nicole Guzzo

And the Winner Is...

Posted by Nicole Guzzo Employee Aug 15, 2017

Well, it could be you! Maximize is just around the corner, which means MaxChoice Awards are coming soon. Click here to submit your nominations.


Screen Shot 2017-07-14 at 1.52.38 PM.png


What are the MaxChoice Awards?

The award program recognizes ServiceMax customers who have successfully implemented ServiceMax and who are experiencing great success and adoption. Recipients will be honored for achieving positive business results using ServiceMax.  This is our way of recognizing customers and partners for their hard work, dedication to field service and outstanding contributions to their own companies and to the industry.


Why would I nominate our company?

Wouldn’t you love to learn from others’ projects and potentially connect with others who have been successful?  Other customers would love to better understand what you’ve done to help drive field service and provide a positive environment for your employees and customers.  Are you able to provide better customer service since using ServiceMax?  Is your field service organization operating more efficiently?  Have you noticed that your sales revenue has increased since ServiceMax?  Are your products and services critical to people?  Your story matters. Plus this is a great way to update your resume and LinkedIn profile!


What are the award categories?

Award CategoryDescriptionEligibility
ServiceMax Rookie of the YearThis award recognizes customers for outstanding accomplishment in their organization or field service team in their first year of implementation.Customers who have been live with ServiceMax for one year or less.
ServiceMax "We Keep the World Running" AwardThis award recognizes customers whose use of ServiceMax keeps the world running and has become critical to serve their customers.Any ServiceMax customer whose products and services help people and / or places in need.
ServiceMax Customer Impact Award
This award recognizes ServiceMax customers who have experienced a marked change in culture and transformation as it relates to their customers since implementing ServiceMax.Any customer who can provide details on improved customer satisfaction, improved customer service, or loyalty.
ServiceMax Business Impact Award
This award recognizes ServiceMax customers who have realized exceptional business results and ROI in the areas of revenue, productivity, and the adoption of a field service management strategy for a business unit, department, company-wide, or throughout their extended enterprise. Submissions should include quantifiable results and include metrics.Customers who have been using ServiceMax for six months or more and have metrics and numbers to share.
ServiceMax Innovation Award
This award recognizes a customer who has demonstrated innovative use of ServiceMax on mobile devices, in disconnected environments, or in machine-to-machine or IoT use.This customer is viewed as a visionary leader. Possible candidates could be using ServiceMax on a mobile device, machine-to-machine technology, or IoT.
ServiceMax Raving Fan of the Year Award
This award recognizes a ServiceMax customer who has demonstrated outstanding leadership in field service and who has been a great advocate of ServiceMax.This customer is viewed as a visionary leader and a strong advocate of ServiceMax and field service.


The nomination should only take you a few minutes, so don't wait! Click here to submit your nomination and visit Maximize 2017 for more details on Maximize.

Welcome back! This is the final interview in a series of talks with our ServiceMax executives about the GE acquisition of ServiceMax and their perspectives on the synergies between the two. Last week I sat down with Athani Krishna and asked him about our plans to take advantage of GE Digital technologies.


While there is a ton of resources to leverage, we also want to keep our eye on the next few quarters and understand what’s on the current ServiceMax roadmap. So, this week I caught up with Rai Kasai, Senior Vice President of Products to ask him about our near-term plans for new features, integrations and user experience. We really wanted to know about the effects of the GE Digital acquisition on our product focus and our commitments.




Thanks for taking the time to watch our video series. Please stay engaged as we deliver more updates on ServiceMax through our releases, design time and our upcoming maximize 2017.

Last week we started a series of interviews with key executives at ServiceMax. We wanted you to hear directly from them about our current momentum as a GE Digital company. This week we’re continuing the interview and asking questions about our development strategy and our plans to leverage GE Digital technology.


GE Digital has such a wealth of technology and field service domain expertise. There is a huge opportunity for ServiceMax take advantage of it. As I found out from sitting down with Athani Krishna, ServiceMax Founder and Chief Strategy Officer, we have big plans to take those GE Digital resources and plot our next course toward delivering enormous value for field service organizations.




Next week, we’ll complete the series and interview Rai Kasai, Senior Vice President of Products. We hope you’ll come back to hear more about our current product roadmap.