Asset 360 Spring ’22 Release: Field Service and Beyond

The Spring ’22 release of Asset 360 is now live! In this release, we’re strengthening our field service capabilities with great mobile features for the field engineer, while extending Asset 360 to support personas and systems outside of field service.

Highlights of the Spring ’22 release include:

  • Contract Management Flexibility: New features introducing flexibility and nuance for contract managers or back office to more accurately reflect the statuses of contracts and maintenance plans.
  • Service Analytics: We’re continuing to release new dashboards, powered by Tableau CRM. This release adds Asset Insights by Location to existing dashboards, Cost-to-Serve, and Service Profitability Indicator.
  • Technician Enablement: Asset Timeline & Hierarchy are now available on the Salesforce Field Service mobile app for the field engineer.
  • Proactive Maintenance at Scale: Criteria-based maintenance plan templates to help you create smarter, conditions-based maintenance plans at scale.
  • Beyond Field Service: Service Contract APIs are now exposed as REST APIs, and Service Process Manager is now available on the Salesforce mobile app.

Asset 360 is still centered on driving profitability, visibility, and agility for our customers. Read on to find out how as we take a tour through the Spring ’22 release.

Contract Management Flexibility

Contracts can be cyclical, seasonal, or have different phases. Talking to our customers, it was clear there was a need to accommodate nuances and the different phases of a contract.

Let’s say you have a customer who is behind on payments and billing. You want to provide a grace period before canceling their contract completely. With the new Contract Statuses and Maintenance Plan Statuses, you can put the contract on hold and rest assured that any associated Maintenance Plans are also held. The suspended status is also respected by the Entitlement Engine, so the held contract won’t show up as eligible coverage for any new work orders created.

In Spring ’22, we’ve introduced:

  • Contract Status Management – New statuses include Draft, In Progress, On Hold, Canceled, Completed.
  • Maintenance Plan Status Management – Automation that will temporarily suspend a Contract’s maintenance plan as a result of the Contract’s suspension.

Service Analytics

In Spring ’22, we’re introducing a new dashboard, Asset Location Insights, powered by Tableau CRM. Service leaders and managers need access to timely data to run a successful service organization. Understanding key performance metrics and tracking them in real time is imperative to identifying strengths and improving weaknesses in service operations.

Asset Location Insights is for service managers, service sales, and service executives who need a full-picture view of the installed base at a given location or site to make smart decisions, avoid downtime, and take advantage of renewal and upsell opportunities.

The Asset Location Insights dashboard will show 3 groups of metrics.

  • Commercial – Percentage of assets covered under contract, renewal status, attach rate
  • Service Delivery – Upcoming & pending maintenance work, open work orders, product service campaign reports, spare parts consumption
  • Revenue Generation – Contract service cost, predicted revenue

Asset Location Insights, as well as the existing Cost-to-Serve and Service Profitability dashboards, is in beta.

Technician Enablement

Asset Timeline & Hierarchy are now available on the Salesforce Field Service mobile app.

Asset Timeline delivers an at-a-glance, holistic view of past and future activities on an asset in an interactive visualization. It is available out of the box and requires no further configuration. Asset Hierarchy is a way for service organizations to organize assets in multi-level hierarchical views and benefit from complete installed base visibility. It enables service teams to view, search, track, update, and manage equipment in real-time.

Field engineers can now access the Asset Timeline and Asset Hierarchy view via the Salesforce Field Service mobile app while preparing for a job, or on the job – on their mobile device.

  • Asset Timeline on mobile (beta) – UI designed for mobile. Navigate to Asset Timeline from the Asset or Work Order records.
  • Asset Hierarchy on mobile (beta) – UI designed for mobile. Navigate to Asset Hierarchy from the Asset, Work Order, or Location records

With contextual information such as an asset’s past service, planned work, and interdependent relationships, field engineers can remove guesswork, aid in troubleshooting, and deliver a better customer experience overall.

Proactive Maintenance at Scale

Maintenance Plan Templates help our customers create, save, and apply maintenance plans at scale to a large volume of assets. With the Spring ’22 release, Maintenance Plan Templates now support criteria-based or milestone-based work rules.

Salesforce’s Spring ’22 release includes “criteria-based” and “any-condition” maintenance plans, which allows users to get specific and intelligent about setting up work rules to maintain their equipment based on asset conditions. An example work rule might be to generate a maintenance activity for an oil change when the oil level drops below 30%. This allows customers to take a more proactive approach to equipment maintenance, avoiding downtime.

In Asset 360’s Spring ’22 release, we’re supporting Salesforce’s new criteria-based maintenance functionality in Maintenance Plan Templates.

With Criteria-Based Maintenance Plan Templates, our customers can:

  • Create proactive maintenance plans at scale
  • Standardize criteria or milestone-based maintenance plan offerings with templates
  • Introduce a more efficient, dynamic, and reliable process

Beyond Field Service

At ServiceMax, we are focused on serving asset-centric use cases for high-value, complex equipment. We’ve seen the power of having visibility to asset data, and what it can do for all parts of the service organization – driving customer satisfaction, decreasing the customer effort score, and boosting profitability.

We see an opportunity to expand Asset 360’s capabilities to serve personas and workflows adjacent to and beyond field service, extending the benefits of asset-centricity to product teams, depot workers, service sales, and more.

In this release, we’re taking steps in that direction with new features that bring the power of asset data to teams and workflows beyond field service:

Service Process Manager on Salesforce mobile – With Spring ’22, we are exposing all Service Process Manager workflows on the Salesforce mobile app. This lets non-field workers who are not always at their desk, such as depot workers, service sales, service managers, run and progress service workflows from their mobile device.

Service Contract APIs as REST APIs – Service Contract APIs, introduced in Winter ’22, are a set of APIs that connect the sales and CPQ process to the service process to ensure accurate data transfer, and that the services sold are accurately reflected and executed in Asset 360. In Spring ’22, the Service Contract APIs are now GA and exposed as REST APIs – this allows for connections to external CPQ and ERP systems in addition to Salesforce Revenue Cloud.

Additional Enhancements in Spring ‘22

The Spring ’22 release includes additional enhancements including Product Service Campaign reports, Contract Line Creation & Management, Asset Service Coverage enhancements, and a whole lot of Service Process Manager improvements. To learn more about these additional enhancements, visit the release notes.

Learn More About the Spring ’22 Release

Watch the Spring ’22 Product Release On-Demand, where our Product Management, Global Customer Transformation, and Product Marketing team members discuss the highlights of the Spring ’22 release.

Our release landing page also includes great resources for additional information, and the release notes are available on the Asset 360 Help pages.

 

ABOUT Wendy Tai

Wendy Tai is a senior product marketing manager at ServiceMax. She works closely with product, marketing, and partner teams to message, position, and drive the go-to-market for ServiceMax products. Wendy has 10+ years of experience in marketing and product marketing at both startups and large corporations, most recently launching emerging technology products in augmented reality and 3D for Adobe Systems and Hewlett-Packard. Wendy holds a BA in Communications from the University of California, Berkeley.