© Copyright 2014 ServiceMax.com, Inc. All rights reserved.

ServiceMax eLearning Training Catalog

© Copyright 2014 ServiceMax.com, Inc. All rights reserved.

Table of Contents by Role ADMINISTRATOR ................................................................................................................... 3

CONTRACT MANAGEMENT ................................................................................................ 13

CUSTOMER SUPPORT ........................................................................................................ 14

DISPATCHER ....................................................................................................................... 15

EXECUTIVE/MANAGER ....................................................................................................... 16

LOGISTICS OPERATIONS ................................................................................................... 17

TECHNICIAN/ENGINEER ..................................................................................................... 18

© Copyright 2014 ServiceMax.com, Inc. All rights reserved.

ServiceMax eLearning Training Catalog

ADMINISTRATOR

Administration 101

Administration 101 will give you the foundational tools to effectively manage the ServiceMax Application for your end users. Length: 38 minutes

Topics:

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; And lastly, we demonstrate how to access the ServiceMax User Guide. Length: 28 minutes

Topics:

1. Salesforce & ServiceMax Objects

2. Configuration Profiles

3. ServiceMax Translation Workbench

4. ServiceMax User Guide

© Copyright 2014 ServiceMax.com, Inc. All rights reserved.

(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

Topics:

1. Running and Modifying Reports

2. Creating New Reports with the Report Builder

3. Printing

4. Exporting

5. Emailing 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 color coding, available fields, search criteria, and more. Length: 43 minutes

Topics:

1. Dispatch Console Overview

2. Dispatch Console Configurations

3. Scheduling with the Dispatch Console

© Copyright 2014 ServiceMax.com, Inc. All rights reserved.

(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

Topics:

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

Topics: Discuss the two steps to the upgrade process

1. Install ServiceMax Package

2. Install ServiceMax Default Configuration

© Copyright 2014 ServiceMax.com, Inc. All rights reserved.

(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

Topics:

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

Topics:

1. Architecture & Design Overview

2. How to create a Service Flow Transaction

3. How to create a Service Flow Wizard

© Copyright 2014 ServiceMax.com, Inc. All rights reserved.

(ADMINISTRATOR ROLE CONTINUED)

Introduction to Smart Documents

This course is an introduction to the functionality within ServiceMax Smart Docs. It covers creating, editing, and customizing a Smart Document. Length: 25 minutes

Topics:

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

Topics:

1. iPad Configuration & Setup

2. SFM iPad Settings (Service Report pre Summer 13)

3. SFM iPad Permissions

4. Mobile Configuration

© Copyright 2014 ServiceMax.com, Inc. All rights reserved.

(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

Topics:

1. Service Resources Overview

2. Creating Skills

3. Creating Service Teams

4. Creating Technician Records

5. Adding a Dispatcher

© Copyright 2014 ServiceMax.com, Inc. All rights reserved.

(ADMINISTRATOR ROLE CONTINUED)

Spring 14 New Release Training (Part 1-Mobile APPs) This course covers Spring 14 New Release Training, (part 1 Mobile Apps). Length: 60 Minutes

Topics: Mobile for Laptops:

1. Attachments

2. API Access

3. Multi-day Event

4. Translation Workbench

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

© Copyright 2014 ServiceMax.com, Inc. All rights reserved.

(ADMINISTRATOR ROLE CONTINUED)

Spring 14 New Release Training (Part 2-Application Side) This course covers the Spring 14 New Release Training, (Part 2 Application Side). Length: 35 Minutes

Topics:

1. ServiceMax Linx for ServicePower

2. QuickBooks Extract

3. Scheduled SFM

4. ServiceMax Migration Tool

5. Reports and Analytics

Summer 14 New Release Training (Part 1: Mobile) This course covers the Summer 14 New Release Mobile application features. Length: 40 Minutes

Topics:

1. Mobile for Laptop:

a. Smart Documents

2. iPad:

a. Attachment Sharing

b. Advanced Conflict Resolution

c. Price Calc 2.0

d. Price Labor Enhancements

3. General:

a. Context Filters for Look-up Fields

4. iPhone

a. Complete End-to-End Solution

© Copyright 2014 ServiceMax.com, Inc. All rights reserved.

(ADMINISTRATOR ROLE CONTINUED)

Summer 14 New Release Training (Part 2: Online) This course covers the Summer 14 New Release Online application features. Length: 40 Minutes

Topics:

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

© Copyright 2014 ServiceMax.com, Inc. All rights reserved.

(ADMINISTRATOR ROLE CONTINUED)

Winter 14 New Release Training This course covers Winter 14 New Release Training. Length: 39 Minutes

Topics: 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: 1. iPad Attachments to Records

SFM: 1. SFM Transaction Designer (multi-source processes)

ServiceMax: 1. ServiceMax Translation Workbench

© Copyright 2014 ServiceMax.com, Inc. All rights reserved.

ServiceMax eLearning Training Catalog

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

Topics: 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 pan 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

Topics:

1. Creating Service Plan Components

2. Creating Service Contracts

© Copyright 2014 ServiceMax.com, Inc. All rights reserved.

ServiceMax eLearning Training Catalog

CUSTOMER SUPPORT How to create an Advanced 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

Topics:

1. Creating a case from an installed product

2. Creating a RMA record

3. Processing the RMA lines

4. Creating a Shipment record

5. Processing the shipment lines

© Copyright 2014 ServiceMax.com, Inc. All rights reserved.

ServiceMax eLearning Training Catalog

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

Topics:

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 color coding, available fields, search criteria, and more. Length: 33 Minutes

Topics:

1. Configure searches

2. Configure available fields

3. Configure Colors within the work order section

© Copyright 2014 ServiceMax.com, Inc. All rights reserved.

ServiceMax eLearning Training Catalog

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

Topics:

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

© Copyright 2014 ServiceMax.com, Inc. All rights reserved.

ServiceMax eLearning Training Catalog

LOGISTICS OPERATIONS How to create an Advanced 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

Topics:

1. Creating a case from an installed product

2. Creating a RMA record

3. Processing the RMA lines

4. Creating a Shipment record

5. Processing the shipment lines

© Copyright 2014 ServiceMax.com, Inc. All rights reserved.

ServiceMax eLearning Training Catalog

TECHNICIAN/ENGINEER How to create new ServiceMax iPad Application records

This course demonstrates how to create new ServiceMax iPad Application records. We walk through creating the following new records: Adding a contact to an existing account; Creating a new event; Creating a new parts request. Length: 7 Minutes

Topics:

1. Creating a contact from an existing account

2. Creating an event

3. Creating a Parts Request

How to create tasks on the ServiceMax iPad Application

This course demonstrates how to create tasks on the ServiceMax iPad application Length: 4 Minutes

Topics:

1. Creating tasks

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

Topics:

1. Downloading the ServiceMax iPad Application

© Copyright 2014 ServiceMax.com, Inc. All rights reserved.

(TECHNICAN/ENGINEER ROLE CONTINUED)

How to log out of the ServiceMax iPad Application This course teaches you how to logout of the ServiceMax iPad Application. This logout procedure will prevent unwanted people from accessing your ServiceMax data. Length: 3 Minutes

Topics:

1. ServiceMax iPad App Logout

How to Sync your ServiceMax Ipad Application This course covers the many sync functions within the ServiceMax iPad Application. We cover the following sync processes: Sync Data, Sync Events, Sync Configuration, Rest Application, and Data Purge. Length: 7 Minutes

Topics:

1. Sync Data

2. Sync Events

3. Sync Configuration

4. Reset Application

5. Purge Data

© Copyright 2014 ServiceMax.com, Inc. All rights reserved.

(TECHNICAN/ENGINEER ROLE CONTINUED)

How to use the ServiceMax iPad Application calendar? This course demonstrates how to navigate the ServiceMax iPad Application Calendar. We walk you through navigating the day view and then the week view. Lastly, we show you how to open a work order from the ServiceMax iPad Calendar. Length: 2 Minutes

Topics:

1. Calendar icon

2. Day view

3. Week View

4. Moving an appointment

How to use the ServiceMax iPad Application help feature? This course covers how to access the ServiceMax iPad Application help feature. We navigate throughout the help screens to demonstrate how to utilize each help topic. Length: 2 Minutes

Topics:

1. Using help

2. Navigating the ServiceMax iPad help screens

How to use the ServiceMax iPad Application map feature? This course teaches you how to use the ServiceMax iPad Application Map Feature. We demonstrate how to view today's work orders on a map. This allows the user to plan their route for the day. Length: 4 Minutes

Topics:

1. Navigating the map feature

2. Viewing today's work order route

© Copyright 2014 ServiceMax.com, Inc. All rights reserved.

(TECHNICAN/ENGINEER ROLE CONTINUED)

How to use the ServiceMax iPad Application Recents feature? This course demonstrates how to use the ServiceMax iPad Application Recents icon. The Recents list is organized by ServiceMax object .Length: 2 Minutes

Topics:

1. Viewing recent items

2. List organized by ServiceMax Object

How to use the ServiceMax iPad Application Search Feature? This course demonstrates how to utilize the ServiceMax iPad Search Feature. We walk through searching for work orders by serial numbers. We also demonstrate searching for a work order and self-scheduling that work order. Length: 6 Minutes

Topics:

1. Using SM iPad Application Search Feature

2. Search for specific records

3. Self-scheduling a work order

© Copyright 2014 ServiceMax.com, Inc. All rights reserved.

(TECHNICAN/ENGINEER ROLE CONTINUED)

How to use the ServiceMax Mobile for Laptop Calendar feature? This course covers how to navigate the ServiceMax Mobile for Laptop Calendar feature. It walks you through calendar navigation and rearranging calendar events. Length: 6 Minutes

Topics:

1. Navigating the ServiceMax Mobile for Laptop Calendar

2. Rearranging Events

How to use the ServiceMax Mobile for Laptop Help feature? This course covers how to utilize the ServiceMax Mobile for Laptop Help feature. We cover the help content and how to search for specific topics. Length: 3 Minutes

Topics:

1. Using the ServiceMax Mobile for Laptop Help Feature

2. Searching for specific topics

© Copyright 2014 ServiceMax.com, Inc. All rights reserved.

(TECHNICAN/ENGINEER ROLE CONTINUED)

How to use the ServiceMax Mobile for Laptop Search feature? This course demonstrates how to utilize the ServiceMax Mobile for Laptop search feature. We cover using an All Accounts search, a Serial Number search, and a Work Order search. Length: 6 Minutes

Topics:

1. Using the search feature

2. Demonstrating the following searches:

a. All Accounts search

b. Serial Number Search

c. Work Order Search

How to use the ServiceMax 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

Topics:

1. Reset Application

2. Sync Data

3. Sync Configuration