This guide will walk through the steps required to create a new custom action that an end-user can click in ServiceMax Go/FSA to launch a new conversation with a Zinc hotline. This guide will cover setting up a single custom action, but the steps can be repeated to set up links to any number of hotlines. In general, the steps will be:

1. Set up custom fields

2. Configure SFM custom action

3. Add custom action to SFM Wizard


Set Up Custom Fields

Add the following fields to the object type from which users will be launching new hotline requests. Paste contents of the formula value directly into the formula editor, complete with all quotes included.


Zinc External Id





Content Type



"smax-workorder-" & Id

Include in Layouts?



Zinc Message Body





Content Type



Name & " for customer " &

SVMXC__Company__r.Name & " on asset " &


Include in Layouts?


*The formula example above is for use on a Work Order object. If you are adding this field to another object type you will want to use the formula editor to select other fields. This is also merely a suggested default message and can be edited to suit your needs. It could even be as simple as:

“I have a request related to “ & Name

Reference the screenshots below to see what the setup process should look like for the “Zinc External Id” field. The steps are exactly the same for the “Zinc Message Body” field, but with the information in the table above swapped in.

Configure SFM Custom Action

Now that you have created the necessary custom fields, we can move on to setting up the custom action.

Open ServiceMax Setup and navigate to Custom Actions within the Service Flow Manager dropdown.

Select the desired object type in the first dropdown. In this example we will be setting up a custom action on the Work Order object.

Scroll down to User-Defined Custom Actions and press the New button.

Configure the custom action per the screenshot below.

  1. Select “App-to-App” on the Action Type dropdown.

  2. This is a sample name for the action, but you may wish to select a more descriptive name if you plan on having actions for multiple hotlines.

  3. For the “participants” parameter value, enter the address of the hotline for which you would like the custom action to launch a request. This address can be found in the Zinc admin console. More instructions can be found in the appendix of this article.

  4. Set the “body” and “external_id” parameter Field Names to the new custom fields that we set up in the earlier section. For the “title” parameter, select a field of your choice that describes the object, such as Name. For a Work Order, we recommend Work Order Number.

Save the new custom action and repeat for any additional actions that you would like to set up. This is particularly applicable if you wish for users to have access to multiple actions, each directing to a different hotline.

Configure the Wizard

Next we will add the new custom action to the desired SFM Wizard. Start by opening

ServiceMax Setup and navigating to Wizards within the Service Flow Manager dropdown.

Select the desired object (in this case Work Order). From here, we can either create a new wizard, or select an existing wizard to add the action to. For this example we’ll create a new wizard.

Whether you are working with a new wizard or modifying an existing one, select Manage Wizard Steps and create a new step configured as below.

If you are creating a new wizard, grant access to the desired profiles on the Manage

Permissions tab.

Save and close the wizard editor. Your users must run a configuration sync on their mobile applications to see the new action appear in the SFM actions menu. Below is an example in the Go application.


Finding Hotline Addresses

To find the address for a given hotline, open the admin console at admin.zinc-app.com and navigate to the Hotlines section using the navigation on the left side of the screen.

Select a hotline and you will see the address in the Bot Address field on the hotline’s detail page.

Hotline Routing

There are situations in which you may wish to route a user to a specific hotline based on properties of the Work Order that they are viewing. It is possible to accomplish this by setting up a custom field that will determine the appropriate hotline for a given Work Order.

Create a new custom formula field called “Zinc Hotline” and set the content type to “text”. The formula will be custom to your particular organization and requirements, but to get you started, here is an example of what this could look like:

'United States',
'<US Wearable Hotline Address>',
'<US Consumable Hotline Address>',
'<US Generic Hotline Address>'
'<Global Wearable Hotline Address>',
'<Global Consumable Hotline Address>',
'<Global Generic Hotline Address>'

The example above uses a Case formula to check the related product type and the Work Order’s country to determine the appropriate hotline address to return. Here you would replace the <bracketed> portions with the actual address of the hotline.

In this example, the formula first checks if the Work Order is in the United States. If it is, then it proceeds to check if the related Product’s product type matches “Wearable”. If it does, then it will return “<US Wearable Hotline Address>”. If not, it will check if the type matches “Consumable” and will return the appropriate hotline address. If it matches neither of those types, it will default to returning the last value, which in this case is a catch-all generic US hotline.

Formulas like this can be customized to use any fields available from the object, and can allow you to add sophisticated routing logic to ensure that your users are directed to the correct hotline without needing to know anything about the underlying routing rules.

For more information on configuring this type of formula field, please reference the Salesforce documentation:


Once you have created your new “Zinc Hotline” field, open the ServiceMax Setup, and navigate to your SFM custom action. Edit the action to point the “participants” field to the newly created custom field. The custom action will now route according the formula.

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