The ServiceMax integration uses a Salesforce Data Source, Salesforce Data Destination, 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:
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.
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.
Exchange data between apps
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.
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.
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 inbound 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.