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Understanding the Roles of Reporting in Your Business

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‎02-18-2020 07:56 AM

Who benefits from Reporting & Dashboards in ServiceMax?

The answer to this very important question might surprise you.  Reporting in ServiceMax should touch EVERYONE in your organization that is using ServiceMax. From the technician, to IT support to business leaders, everyone can benefit from reporting efforts. 


There are four key roles your Servicemax users can serve when it comes to reporting. 


  • Basic Report User is someone like your technician or call center representative who is strictly using reports to review and manage their day-to-day business. Implementing reporting for your basic users can be a huge value-add because it puts the power of knowledge into each users hands. 

For example, a technician can use a Trunk Stock Report to review and manage his stock needs on a daily basis.


  • Report Builders are often basic report users but with the added responsibility for identifying and developing reporting for their business teams.  This group may or may not be in a leadership role for your business Report builders should be involved in the planning, preparing, development and use of Servicemax reporting.  For example, a lead dispatcher might identify and create a technician utilization report that might be used by all dispatchers. 


  • The third role is Report Administrators.  This group has extended administrative rights to allow them to govern the reporting process, such as cleaning obsolete reports or developing unique report record types for report builders to use.  This person may be in IT or in your business unit.  Regardless there should only be a few people with this role to ensure the integrity of reporting governance.   An example for an Administrator would be the creation of a new report type that provides work orders without work details as an exception report for managers to use to coach their teams.  


  • The final reporting role is Business Leaders.  These are your managers and executives at all levels who depend on reporting to manage and improve their day-to-day business. Business Leaders are the driving force behind ServiceMax reporting.  They are responsible for identifying expectations of system use and key performance indicators that need to be measured.  How this group uses reporting in their day-to-day business determine the success and adoption of a ServiceMax implementation.


Reporting and Dashboards can and should be a critical part of your ServiceMax implementation.  From your front line staff to your top executives the use of reporting can impact great change in your organization.  The new ServiceMax Field Service Analytics Workshop is designed to train your whole team on using reporting to maximize business results.  Here is a link to the first of three Elements of Success Videos related to Field Service Analytics.  To learn more this program you can contact our training team at

Read this as a starting point to understanding reporting and dashboards in ServiceMax.  From here you can move onto the other presentations on reporting as well as some of the great articles and blogs in the community.  

Module 1- Reporting Analytics Introduction 

Module 2- Reporting Types and Processes 

Module 3- Reporting Key Metrics & Support 

6 rules to Flawless Field Service 


1 Comment

Nice job, Paige Karno​! Everyone can benefit from using reports & dashboards. It's never too late to implement this functionality into your teams. 

About the Author
Training and Change Management professional with focus and commitment to customer success. 20 years of training, sales, customer service, project management and leadership in many industries and verticals. Passionate about driving business results focused on whole business collaboration. Dedicated to excellence in everything I do.