Service Contract, Warranties, & SLA Management: ServiceMax vs. Service Cloud and Field Service Lightning | Jolt Consulting Group

This is the fourth in our series of reviews of ServiceMax vs Salesforce Field Service Lightning and Service Cloud, the two leading service management software solutions built 100% natively on the platform.

We are comparing ServiceMax and Salesforce products in major functional areas. ServiceMax and Salesforce both have great service contract, warranty, and SLA management capabilities and are different in terms of out-of-the-box functionality. ServiceMax offers Service Contract templates, which help streamline the service contract creation process with a number of customizations and functionality, whereas Salesforce does not provide a function like templates and gives you the basics for service contract functionality.

[Our first three reviews in this series compared Salesforce vs. ServiceMax call center management featuresasset/install base management and preventative maintenance; and schedule and dispatch management. Stay tuned for our next review on ServiceMax and Salesforce functionality for Inventory Management. Follow us on LinkedIn for updates on all our field service and call center service management tips and expertise.]

Comparison of Contract, Warranty, & SLA Management Solutions: ServiceMax vs. Salesforce

Let’s begin by looking at the way ServiceMax and Salesforce handle contract management along several different dimensions:

  1. Service Contract Templates: Contract templates allow you to store as many different standard contract offerings that you have in their basic form. When selecting one of these templates, you can then alter it for any customer-specific agreements or terms, giving an easy contract creation process without needing to design a contract from scratch every time.

a. ServiceMax’s Service Contract Template module gives you all the right tools to create detailed templates and variations of them as well. You can create generic templates or more complex ones by adding different discounts, parts, labor, and service offerings.

b. Salesforce does not currently have a Service Contract Template module out of the box. There is the ability to create a template module using configuration and code.

  1. Service Contracts: Service Contracts can vary greatly from very simple to complex, dependent upon the contract offerings and details, services performed, coverage (PMs, break/fix), pricing for parts, labor, travel time including volume discounts, drawdown pricing, SLAs, inclusions/exclusions, contract duration, terms and conditions, etc.

a. ServiceMax has many different objects and processes to ensure that you get the most out of this module. You can get very granular about the available services that you would choose to include in your service/maintenance contracts and you can specify different labor activities such as installation or repair. They have also separated the standard Salesforce price book from the standard object model and created a separate object to record pricing for service compared to initial sale of a product. There are auto-entitlement rules that are applied no matter how you create a work order record that can be applied. The Service Contract module is very advanced and can get deep into different pricing and discounts based on product, product line or group, the type of service that is being performed, and labor, travel, and expense pricing.

b. Service Cloud has Service Contracts available out of the box, which can be matched against Accounts and based on the premise of customer support like warranties, subscriptions, and service level agreements. The Service Contract can then be applied to an Entitlement Process and be used against the Case and Work Order objects. The out-of-the-box configuration is fairly basic and it is likely that you would have to extend the functionality of this module to implement it for your business. It is used not only for service contracts, but also warranties and SLAs.

  1. SLAs: Service Level Agreements ensure that certain Service Contract time objectives are met based on response time, resolution time and other metrics and can be based on 24 hours a day or business hours.

a. Service Cloud and ServiceMax both have SLA abilities that allow you to send out notifications based on when an SLA is a specific amount of time away, when it is met or when it has been violated. They can be based on an account or contract.

b. ServiceMax allows you to display SLA clocks where you can see the amount of time left to meet SLA or when it has been met. Other than the visual clocks, SLAs for Service Cloud and ServiceMax are virtually the same except on the screens where you set them up.

The following chart gives an overview of the contract, warranty and SLA management capabilities of Service Cloud and ServiceMax, showing whether different components are standard out of the box or require configuration or development work.

Service Contract Management Components for ServiceMax vs Salesforce Service Cloud

*More functionality

Standard: Standard out of the box functionality.
Config.: Standard functionality that can be configured.
Dev: Requires development and/or customization.
$$: Requires extra product and/or license.

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