ServiceMax Certified Administrator

Transcription

1 ServiceMax Certified Administrator Study Guide Winter Rosewood Drive, Suite 200 Pleasanton, CA

2 Content About the ServiceMax Certified Administrator Program 3 Purpose of this Study Guide 3 Target Audience 3 About the Exam 4 Recommended Training & Resources 4 Exam Content 5 Sample Exam Questions 9 Sample Exam Question Answers Rosewood Drive, Suite 200 Pleasanton, CA

3 About the ServiceMax Certified Administrator Program The ServiceMax Certified Administrator program is designed for individuals who already have some experience as a ServiceMax administrator or have attended the Introduction to ServiceMax Administration course (SVMX 101). The program encompasses the features and functions available to an end user, and the configuration and management options available to an administrator across the ServiceMax application. The first credential in the program is the ServiceMax Certified Administrator. This credential focuses on the features and functionality used to maintain a ServiceMax implementation. The second level in the program is the ServiceMax Certified Advanced Administrator. This credential is targeted towards the ServiceMax Certified Administrator who has mastered ServiceMax configuration maintenance, can demonstrate an understanding of administration best practices, and is able to use the advanced features and functionality to cater to a variety of business needs. Purpose of this Study Guide This study guide is designed to help you evaluate if you are ready to pass the ServiceMax Certified Administrator exam. This guide provides information about the target audience for the ServiceMax Certified Administrator exam, the recommended training and documentation, and a complete list of exam content and keywords all with the intent of helping you achieve a passing score. ServiceMax highly recommends a combination of on-the-job experience, certification course attendance, and self-study to maximize your chances of passing the exam. Target Audience The ServiceMax Certified Administrator program is targeted at customers and partners who are embarking on a new implementation or have just implemented ServiceMax. Additionally, we would recommend the training to anyone who is new to the ServiceMax application or has some experience performing as a ServiceMax Administrator, including practical application of the skills and concepts noted in the exam objectives. The candidate should have a general knowledge of the features available to the end users and the configuration options available to a ServiceMax administrator. As a Force.com platform some basic knowledge of Salesforce 3

4 administration will also be necessary. The candidate should be capable of maintaining a ServiceMax organization, responding to common business requirements, and performing administrative functions using the Winter 16 version of ServiceMax. ServiceMax recommends that the candidate should successfully complete the Introduction to ServiceMax Administration course (SVMX101) or the Online Course SVMX101-V from ServiceMax or possesses the equivalent experience and knowledge prior to taking the exam. Ideally, the candidate should have three or more months of experience as a ServiceMax System Administrator and should be familiar with and able to successfully perform the tasks outlined in the exam objectives. About the Exam The ServiceMax Certified Administrator exam has the following characteristics: ü 60 multiple choice and true or false questions ü Exam time limit: 1.5 hours (90 minutes) ü A passing score of 75% is required ü Exam will cover Out of the Box ServiceMax application suite administrative functionality ü Open Book: All hard copy or online study material can be used. However you cannot log-on to Salesforce or ServiceMax during the exam ü Prerequisites: None required, course attendance is highly recommended ü Registration and/or Retake Fee: USD 200 Recommended Training & Resources As preparation for this exam, ServiceMax Training and Certification recommends a combination of six or more months of hands-on experience as a ServiceMax system administrator, training course completion, and self-study in the areas listed in the Exam Outline section of this study guide. ServiceMax Training and Certification suggests the following instructor-led and online course to guide your study: 4

5 ü Instructor-led Introduction to ServiceMax Administration course (SVMX 101) available through ServiceMax ü Online course: SVMX101-V Please find more information about registering to any of the ServiceMax courses at Other helpful Resources are available for ServiceMax customers through the ServiceMax Help ( ServiceMax Community ( or through Salesforce Help & Training ( including: ü Winter 16 Release Notes ü ServiceMax Online Training for Administrators and Dispatchers ü ServiceMax Online Training: Service Resource Architecture ü Salesforce Online course: Administration Essentials for New Admins ü Searching for the keywords outlined in the Exam Content section of this study guide in the ServiceMax Online Help ü Searching for the keywords outlined in the Exam Content section of this study guide in the ServiceMax Community ServiceMax Training and Certification would additionally recommend registering for a free training demo org at Exam Content The ServiceMax Certified Administrator exam measures a candidate s knowledge and skills related to the objectives listed below. A candidate should have hands-on experience as a ServiceMax administrator and have demonstrated the application of each of the features/functions below. 5

6 Objective Keywords/Search Phrases Weighting Navigation & Setup 13% Be familiar with Salesforce navigation, terms and standard objects as well as the ServiceMax Setup menu. Define security and permissions using Salesforce and ServiceMax. Understand the difference between Group wide and Org wide Settings and Profiles. Salesforce: Admin Beginner Trail Salesforce: Administering Salesforce Salesforce: Object, Records, Fields Salesforce: User and Profiles Salesforce: Who Sees What Series Salesforce: List views ServiceMax Configuration Profiles Modules, SubModule, Configuration Settings Group Wide and Org Wide Settings Service Resource Architecture 8% Understand, configure and locate service resources in ServiceMax. Associate these resources with expertise, skills and products. Service Org Service Team Skills Technician and Equipment Records Service Team Management Console Validate Address 6

7 Objective Keywords/Search Phrases Weighting Location Management 3% Given a scenario, describe where locations fit into the ServiceMax architecture. Identify the different types of Locations. Accounts/Companies Contact Location Location Type (warehouse (internal), field inventory, etc.) Stocking locations Installed Product 3% Understand the difference between Products and Installed Products. Create an Installed Product from Customer Location. Product Installed Product Salesforce: Products Concept Warranty Management 5% Be familiar with Warranty Terms, Applicable Products and automatic and manual creation of Product Warranties. Service/Maintenance Contracts Warranty Terms Configuring Coverage Start Date Applicable Product Installed Product: Creating Warranty on Installed Product Manually and Automatically Warranty Management Configuration Settings Introduction to Entitlements 7% Have a basic understanding of the types of Entitlements in ServiceMax. Additionally, be able to check Entitlements and create Auto-Entitlement rules. Be familiar with providing coverage for Installed Products, Locations and included Services. Work Order Service/Maintenance Contract Auto-Entitlement Rules Overview of Entitlement as a concept and how it links to the ServiceMax product 7

8 Objective Keywords/Search Phrases Weighting Work Order Management 15% Understand how the Work Order object fits into the ServiceMax Data Model. Understand the benefit of using Work Order Record Types. Associate Parts, Expenses and Labor with a Work Order and generate a Service Report. Work Order Work Order Features Creating a Work Order from Installed Product Salesforce: Record Types, Creating Record Types Service Flow Manager 18% Be familiar with the creation SFM Service Flow Manager Transactions, Custom Actions SFM Transaction Manager and Service Flow Wizards. SFM Wizard Understand the use of SFM SFM Custom Actions mapping and expressions. Navigation & Configuration of the Dispatch Console 10% Describe the benefits of utilizing the Dispatch Console. Be familiar with search and navigation functionality, scheduling resources and creating custom list views. Dispatch Console How to use the Dispatch Console Dispatch and Scheduling Data Model - Key details Dispatch Console Views Mobile Configuration 7% Determine the SFM view and create processes available to specific group profiles. Understand the different sync behaviors on the ipad and limiting the amount data available on the device. Mobile and Offline Mobile Configuration SFM Mobile Permissions Sync Reports 8

9 Objective Keywords/Search Phrases Weighting ipad Navigation 10% Be familiar with the ServiceMax ipad App navigation, creation of service reports and new records. ServiceMax for ipad Overview Configuring the App Using the ipad Sample Exam Questions Question 1 What could be considered a Stocking Location in ServiceMax? SELECT 3 THAT APPLY A) Hospital Stock Room B) Warehouse C) Delivery Address at a Customer D) Field Service Engineer s Trunk, Bag or Van Question 2 An Administrator has set the Org wide setting for Dispatch Console Event Management for Enable break time for work order events to TRUE and the Group wide setting of a custom Group wide profile to FALSE. What setting will take precedence? A) The Group wide profile setting B) The Org Wide Profile Setting 9

10 Question 3 Acme, Inc. needs to utilize location tracking on US Field Service Engineers and disable location tracking on EMEA FS Engineers. This can only be achieved in ServiceMax through disabling location tracking within ServiceMax profile mobile configuration and disabling location tracking on each mobile device belonging to each FS Engineer in EMEA. A) False B) True Question 4: What steps should an Administrator follow to create Record Types? A) ServiceMax Setup > Create Record Types > Modify Page Layouts > Modify Picklist Values B) ServiceMax Setup > Modify Picklist Values > Design Screen Designer > Create Record Types > Add the Record Type Field to the Screen Designer C) Salesforce Setup > Modify Picklist Values > Create Page Layouts > Create Record Types > Add the Record Type Field to the Page Layout D) Salesforce Set-up > Create Record Types > Modify Page Layouts > Modify Picklist Values Sample Exam Question Answers Question 1: A, B, D Question 2: A Question 3: B Question 4: C 10