ServiceMax Reviews and Ratings

Use Cases and Deployment Scope

ServiceMax was intended to manage our ticketing, service delivery, and invoicing. The goals of the program were to ensure adherence to our customer contract pricing, improve field response time, and streamline billing processes. The platform is used in conjunction with other internal systems and was intended to become the core component to manage all service delivery.

Likelihood to Recommend

ServiceMax boasts that it runs natively on the SalesForce platform however, in reality, it functions less as a native component and more so as a confusing doppelganger that redirects your work at every turn from its intended output to something else entirely. Although it blends right into SalesForce on a surface level it is by no means seamless as it takes every frustrating or slow element of its host platform and amplifies them, seeming exponentially at times. This is of course until you'd like the ServiceMax components to differentiate themselves in some manner from elements that are actually native to SalesForce. For example, let's say you'd like to run a report of tickets pending review for invoicing but both SalesForce and ServiceMax's service platforms have the record types "Ticket" and "Invoice", what do you do? Well, you get to take part in what will soon become your new top housekeeping task, hours of trial and error until you stumble upon the magic combination of selections that might get you *most* of your data. In short, ServiceMax is...

<ol><li>Painfully slow - I wrote this review while waiting for it to update a single line in Price Book)

</li><li>Inherently buggy</li><li>Unintuitive</li><li>Hopefully shortlived</li></ol>

Use Cases and Deployment Scope

ServiceMax is used by our Field Services organization to track field service requests and the subsequent reports. It is also used by our operations to track locations of install base by serial number and process return materials authorizations. Quality organization uses it to track failure rates. Further, we use it to interface repair orders of the returned hardware to our contract manufacturers.

Likelihood to Recommend

ServiceMax is well suited for service requests that last on the scale of hours. Once service requests span multiple days it becomes more difficult.

Use Cases and Deployment Scope

We are using ServiceMax for our entire North America team of 200+ field service technicians. Backoffice support and technical support teams are also using it to support field service operations. This unifies us all into one system where a customer can smoothly talk to tech support, open a service call, be scheduled, and have a technician show up on site. The technician can then close the work order and report back into the system the results of the service call, and the call can then be billed out by our ERP system (we are integrated with Oracle).

Likelihood to Recommend

Small deployments, where you have some specific need for ServiceMax and absolutely need offline capabilities, and are willing to deal with the problems. Otherwise, you may be better off looking at the built-in Work Orders and field service module that Salesforce is now providing. Their app is direct competition for ServiceMax and integrates much better with cases and knowledge articles.

Use Cases and Deployment Scope

Service Max is being used as the O&amp;M extension to SalesForce. It currently is the platform for creating service tickets and handling the data entry for service tickets. ServiceMax also becomes the basis for accounting and billing from the service ticket information. Future plans are for it to handle inventory.

Likelihood to Recommend

ServiceMax tends to be for larger organizations that would have an IT department dedicated to integration and development. Reports are not easy to configure and depending on what database table the information resides in, you can not add fields that are not on the same database.