Amanda Patino is a Product Marketing Manager on PTC’s Portfolio Marketing team based in Fort Worth, Texas. Her writing is supports PTC’s augmented reality (AR) and IoT products.
At ServiceMax, we continue to evolve our platform to help service teams work smarter—from the field to the back office. With the release of ServiceMax Core 25R1, including enhancements to ServiceMax AI, we’re making it easier than ever to connect data, processes, and people across your service organization.
Whether you’re managing complex assets, coordinating global teams, or modernizing service execution, this release is designed to help you move faster and deliver consistent outcomes.
Here’s what’s new:
Expanding the reach and intelligence of ServiceMax AI
Since launching earlier this year, ServiceMax AI has delivered faster answers and smarter workflows for field technicians. Now in ServiceMax AI 2.0, we’re expanding its reach across your service organization—making AI more accessible, more personalized, and more powerful.
- AI for more roles:
ServiceMax AI is now available to planners and managers using ServiceMax on the web—beyond just mobile field service technicians - Custom and automated AI actions:
Easily create and trigger summaries, job briefs, and reports—tailored to specific roles and workflows - Smarter AI chat:
Save common prompts, switch seamlessly between actions and conversations, and get support in more than 20 languages - Connected knowledge sources:
Draw insights from files in Salesforce (new), SharePoint, or OneDrive to enrich AI responses - Continuous learning with feedback:
Users can rate responses to help improve output quality over time—helping admins make the right tweaks for better interactions
Strengthening the digital link between engineering and service
ServiceMax Core 25R1 introduces powerful new capabilities to enhance visibility and execution in service parts management and installed base data. These updates are designed to help your technicians, planners, and service engineers deliver better outcomes with less friction.
- Product structure + service BOM:
Technicians now have access to detailed, hierarchical views of service parts within the context of the product, ensuring the correct parts are always used - Smarter replacement parts:
When a part is unavailable or obsolete, the system intelligently recommends approved alternatives—including refurbished options—to minimize downtime and protect service margins - Parts swap + installation tracking:
Automatically updates the Installed Base when parts are swapped or installed in the field, ensuring accurate, up-to-date, as-maintained records - Full parts traceability:
Track every change with time-stamped audit trails that show who replaced what, when, and why on an installed product to help identify commonly replaced or failed parts, types of upgrades, and more, for better insights
Making work plans and tasks actionable in the field
Work Plans, introduced in 2024, now come to life in new ways across your ServiceMax tools—making it easier to manage complex jobs with consistency and control.
- Automatically assign the right Work Plan based on the asset and entitlement
- Connect preventive maintenance plans to detailed tasks and part requirements
- Execute structured checklists directly in the field using DataGuide (license required)
Depot operations: enhancing returns,
entitlements, and automation
As service organizations expand, depot operations have become a vital part of the service lifecycle—especially for high-volume, high-value, or complex asset environments. Our latest enhancements unify depot workflows with field operations for speed, visibility, and consistency.
What’s New:
- Formal depot requests:
Technicians and customers can now initiate structured return requests with full asset and part context, improving tracking and turnaround - Depot mapping service:
Automate depot routing by assigning returns to the best-fit location based on asset type, service level, or proximity—reducing transit times and improving efficiency - Logistics entitlements:
Bring entitlement logic into depot workflows to ensure repairs, replacements, or refurbishments align with service agreements and contract terms
These updates reflect our broader mission: unifying every service touchpoint—from field visits to returns—to deliver a connected, high-quality experience end to end.
A more connected service future
From AI-powered workflows and digital BOM visibility to smarter depot operations, these innovations help build a stronger foundation for modern service. Whether you're a technician on-site or a planner managing logistics, ServiceMax keeps your teams aligned, informed, and ready to deliver.
We’re just scratching the surface on all the updates in ServiceMax Core 25R1. Our team has been hard at work at making enhancements to capabilities in preventive maintenance, scheduling, mobile, and more.
Read the release notes
Want to dive deeper?
Check out our community post or contact our team for more information.
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