How the ServiceMax Integration Works

The ServiceMax integration uses a Salesforce Data Source, Salesforce Data DestinationClosed A Data Destination specifices where to send data from a submitted form. You can use Data Destinations to automate data sharing and storage, routing data to a specific service (such as email or cloud storage) in several different formats., and App‑to‑App communication to exchange data between ProntoForms and ServiceMax. This topic briefly describes how the integration works.

Supported on the Advanced and Enterprise tiers:

Essentials
Advanced
Enterprise

Pull data from the ServiceMax org

If you want to automatically populate a form with data from ServiceMax, set up a Salesforce Data Source in ProntoForms.

For example, you might have a list of customer names, customer contacts, and customer equipment specifications stored in your ServiceMax account. You can use this data in ProntoForms to

  • populate the answer choices for a Dropdown, Multiselect, or Radio Button question, and

  • prefill the answers to certain questions based on the previous responses.

The following illustration shows an example of how a ProntoForms Data Source pulls Account Names from ServiceMax into a form.

Example of account names in ServiceMax pulled into a radio button question in ProntoForms

Push data to the ServiceMax org

If you want the submitted form data to update existing records or create new records in ServiceMax, set up a Salesforce Data Destination in ProntoForms.

For example, your front-line workers enter customer data such as city, email address, and mobile number in ProntoForms. You can use this data to update or create records in ServiceMax to keep customer information up-to-date.

The following illustration shows an example of how ProntoForms pushes data to ServiceMax.

Example of account information in ProntoForms pushed to mapped ServiceMax fields

Exchange data between apps

Inbound requests

The ProntoForms mobile app (iOS, Android, and Windows 10) can receive a “request” or “call” from another app on the same device (the source app). An inbound App‑to‑App request directs the ProntoForms app to launch in the foreground and complete an action. For example, the ServiceMax app can direct the ProntoForms app to

  • open a new form and prepopulate it with data from the ServiceMax app

  • open a list of forms in the user’s Inbox, or

  • search for previously submitted forms.

Callbacks

The ServiceMax app can also specify “x‑callback” parameters. These parameters tell the ProntoForms app what to do when a user submits or discards a form, or when there’s an error. For example, after a user sends a form, ProntoForms can bring the ServiceMax (calling) app back to the foreground and send the submitted form data to the ServiceMax app. The combination of requests and callbacks enables offline communication between the ServiceMax and ProntoForms apps, which is critical for managing step-by-step workflows such as checklists.
Note:
  • Your ServiceMax app must be configured to handle the callbacks and any data returned from ProntoForms. You might need to check with your own experts to set this up for your specific app.

  • We recommend that you configure a custom App‑to‑App allow list to manage the apps that can receive data from ProntoForms.

  • App‑to‑App callbacks are supported on the Advanced and Enterprise tiers only.

If you want the mobile device user to stay in the ProntoForms app, you don’t need to specify a callback parameter.

The combination of requests and callbacks enables offline communication between the ServiceMax and ProntoForms apps, which is critical for managing step-by-step workflows such as checklists.

Tip:Organizations that use a work order management system can combine the offline functionality of App‑to‑App communication with the online functionality of a ProntoForms cloud-based Data Destination. A Data Destination is typically used to send detailed data to the back-office system of the ServiceMax app. Data Destinations enable full access to the data submitted from the ProntoForms app, including photos.

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