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Is there a way to integrate installed product manuals, service bulletins, etc into ServiceMax?

Fry Chef
Fry Chef

Is there a way to integrate installed product manuals, service bulletins, etc into ServiceMax?

What is the best way to integrate installed product manuals, service bulletins, etc into ServiceMax so that it is available electronically to the FSE’s in the field?

Employee
Employee

Re: Is there a way to integrate installed product manuals, service bulletins, etc into ServiceMax?

John,

I have seen clients attach Product manuals and service bulletins to the Product object and these become available on the iPad for the FE if the Installed Product on the WO is linked to that Product.  Here are the config steps to show the Product manual on the iPad.

  1. To view product manuals in the iPad client, create a PDF attachment with the word MANUAL in the file name. For example: CS2000 MANUAL.pdf or MANUAL for CS2000.pdf.
  2. Attach this to the product record in Notes and Attachments
  3. Login into the iPad select Action | Troubleshoot

You can also create URL links to external documents and videos that will also show up on the iPad when using Action | Troubleshoot.

To create a reference article composed of text/links.

1. Create index.html file with reference to .html file that contains code to render text/link  (this format can be reused - only the referenced knowledge article changed)

2. Create a folder (with same name as knowledge article). Place the index.html and knowledge article (TestKnowledge.m4v) in the folder and then Zip the folder.

3. In Salesforce - Create a new document as follows:

        Document Name = Title of the KB article.

        Folder = ServiceMax KB (create if not already completed).

        Description = Detailed description of this solution.

        Keywords = Comma-separated list of keywords that can be used to locate this document. Typically product name, family, problem type etc..

  1. index.html

<?xml version="1.0" encoding="UTF-8"?><!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd"><html xmlns="http://www.w3.org/1999/xhtml"><head><title></title><meta http-equiv="refresh" content="0;url =  component.html " /></head><body></body></html>

  1. component.html  (TEXT, LINK)

<?xml version="1.0" encoding="UTF-8"?><!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd"><html xmlns="http://www.w3.org/1999/xhtml"><head><title></title></head><body>

<a href="http://www.w3schools.com" target="_blank">Visit W3Schools.com!</a>

<p>If you set the target attribute to "_blank", the link will open in a new browser window/tab.</p>

</body></html>

Here is a iPad screen shot of a URL video link you can create:

Here is a iPad screen shot of a URL link you can create:

ipad configuration‌

Employee
Employee

Re: Is there a way to integrate installed product manuals, service bulletins, etc into ServiceMax?

Hi John,

Troubleshooting / knowledgebase functionality on the iPad app is linked to the Product object, and will work like Mike has explained above.

A generic way to integrate manuals, bulletins, etc into the iPad app for ANY object without having to link them to Product, would be to add them as Attachments to the required records.

To do so, perform the following steps.

1. In the server / servicemax web app

    (a) In the Mobile Configuration ((Home > ServiceMax Setup > Mobile & Offline > Mobile Configuration) for the FSE's group profile, add Attachments to Advanced Download criteria. Use the expression builder to define criteria as required so that only specific attachments get downloaded. For example, you could add a criteria such that Attachments having the word 'manual' in their Filename only would be downloaded.

ScreenHunter_62 Oct. 10 00.39.jpg

    (b) Ensure you have a view process for the object that supports Attachments. If using a standard view process for the object, clone it. In the Advanced Options tab, select Attachment and select the checkbox for enabling attachments.

ScreenHunter_62 Oct. 10 00.42.jpg

    (c) Assign the above view process to the FSE's group profile using SFM Mobile Permissions (Home > ServiceMax Setup > Mobile & Offline > SFM Mobile Permissions)

    (d) Attach the desired documents to the required records. (Ensure that they have related events as Advanced Download Criteria works only for those records referenced by events.**)

2. In the iPad app:

    (a) Perform a Config sync followed by a data sync

    (b) Open the record (to which attachments were added)

    (c) Tap Views to choose the new view process

    (d) Tap Documents under Attachments section to see the attachments. Tap on them to download them to the device

photo.PNG

** An idea has been submitted to do away with the dependency of Advanced Download Criteria on events. You can vote for it here - https://community.servicemax.com/ideas/1009

Employee
Employee

Re: Is there a way to integrate installed product manuals, service bulletins, etc into ServiceMax?

Hi Aruna, Thanks for posting the how to config SFM Attachments.  I forgot to mention that very new an important Product feature.  :-)   documents‌

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Fry Chef
Fry Chef

Re: Is there a way to integrate installed product manuals, service bulletins, etc into ServiceMax?

Thank you for your replies. We have not yet deployed the iPad application but do plan on it in the near future.  We have hundreds of documents relating to our products in ServiceMax.  Are there any plans to have a searchable repository of service documentation integrated into ServiceMax?

Highlighted
Pastry Chef
Pastry Chef

Re: Is there a way to integrate installed product manuals, service bulletins, etc into ServiceMax?

John,

It sounds like you're looking for a Content Management (CM) system. SFDC has a CM system that Has folders and libraries. It's searchable and configurable to limit access to users. in Winter 15, SF is adding a new way to access files with Files Connect, this allows access to an external SharePoint server. The files also work seamless with chatter feeds.

Community Manager
Community Manager

Re: Is there a way to integrate installed product manuals, service bulletins, etc into ServiceMax?

Thanks for these suggestions John Welisevich‌!!


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Sushi Chef
Sushi Chef

Re: Is there a way to integrate installed product manuals, service bulletins, etc into ServiceMax?

John,

Would this CM system provide the ability to access PDF documents which could then be edited and saved as an attachment to a case or work order?

Thanks,

Jeff

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Pastry Chef
Pastry Chef

Re: Is there a way to integrate installed product manuals, service bulletins, etc into ServiceMax?

Jeff,

The SFDC Content System can handle different doc types, however, editing PDF documents requires specific apps. I did a quick test a few months ago and found the Adobe Acrobat DC PDF reader was able to edit PDF documents. What is your process: iPad, server side or both?

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Sushi Chef
Sushi Chef

Re: Is there a way to integrate installed product manuals, service bulletins, etc into ServiceMax?

John,

Our process has engineers completing a PDF form that has dependent picklists which then shows various check box questions and also some text entry boxes. If we would "attach" those to a work order where the engineer could update it and then save it, that would be very helpful in our process.

Jeff

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Pastry Chef
Pastry Chef

Re: Is there a way to integrate installed product manuals, service bulletins, etc into ServiceMax?

Jeff,

I hope I'm not overstepping my bounds here, the business process manager in me would ask this question: Can you take that form (and picklists) and add it to the Work Order or a custom object in ServiceMax?  You could then add it to the WO SFM or a linked SFM (not sure of that's the correct term). then all data is in the system and reports/email alerts can be generated. If a form is required, use the Smart Docs to create it. ServiceMax also has checklists on the roadmap (hopefully this year)

John