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Remedyforce

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The Remedyforce team loves any excuse to celebrate and go-live celebrations are our favorite!  Congratulations to XpoDigital on their Remedyforce go-live!

XpoNet Corporation has been in the event technology space for more than 20 years, delivering some of the first Internet circuits to technology customers. They can provide the network and support at some of the largest convention hotels in Florida and provide the network and support to some of the largest technologically advanced events in the business.  XpoDigital is a subdivision of XpoNet Corporation.  XpoDigital is a provider of Digital Signage options in the hospitality and convention markets.

 

Remedyforce Customer Success Manager Tina Vega has been working closely with Bill Gamble at XpoDigital since September, 2017. In their first “Welcome to Remedyforce” meeting, as the Operations Manager for XpoDigital, Bill established a key success metric to immediately begin realizing the value from Remedyforce. Tina provided him with helpful enablement resources to get steered in the right direction as well as to ensure Bill had a great experience with his Remedyforce implementation partner.

 

In only 4 months’ time, Bill and his team went live with Remedyforce in January of 2018! Check out their service value timeline so far!

 

 

Remedyforce was configured to enable Incident Management and Service Request Management. Bill and his team also wanted to establish a service delivery multi-channel and so they also launched their Self-Service Portal for their customers. The staff currently handles approximately 150 incidents a month, and about 200 service requests a month.  When asked, “Have you noticed any positive changes or efficiencies since you implemented Remedyforce?” Bill responded, “The team is having an easier time keeping up on trouble issues and requests.  The reports are beneficial also. We are finding Remedyforce a great place to house our how-to’s, corporate documents, and any other items that were previously held in multiple places.”  Other improvements with Remedyforce Bill mentioned, “Our time to close issues has increased and in turn customer satisfaction has increased. Plus, we no longer have issues with keeping up with the status of a ticket, or what has been done to address an issue to date.”

 

Looking towards the future XpoDigital would like to add surveys to their tickets as they move forward and work towards implementing a more robust self-service configuration for their end users. Remedyforce can completely provide them with what they need.

 

It is fantastic to hear a customer is not only live with the product but that the Service Desk staff is happier and expected efficiencies are being realized!

 

On behalf of the entire Remedyforce team, CONGRATULATIONS!

 

If you're a Remedyforce customer and have a great success story to share and highlight to our community, please don't hesitate to reach out to your Business Relationship Manager or contact us at RemedyforceSuccess@bmc.com.

 

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Winter is coming here! (This of course is my wink and a nod to the avid GoT fans among us and may appreciate). Remedyforce Winter 18 is here and though there are no dragons – there are epic new features and functionality that are sure to enhance your Remedyforce experience.

 

There is so much to be excited about in this release around Self-Service, page layouts, Salesforce Lightning components and you can read a high level summary here as well as check out the demo videos - so what I want to do with my blog here is narrow in on one feature that I think might just be a game changer.

 

Now in this release it’s a Beta feature, but by highlighting it here, my hope is that customers check it out – give us feedback – so we can continue to enhance the capability to move from Beta to standard feature set in the next release.  But it’s important to call that out.

 

As a Remedyforce Administrator, have you found yourself wondering “have I taken full advantage of all the new features and functionality per release?”, or, “what am I missing – did I forget to opt into a new feature?”, or “how am I doing compared to other Remedyforce customers?” – if so this feature is worth checking out.

 

What Is It?

 

The Remedyforce Utilization feature is a widget that when enabled can be used by Remedyforce Administrators to understand how well they are using the full capabilities of features and functions within Remedyforce. Using a bit of gamification, this beta feature allows an Administrator to see options for further maximizing their Remedyforce usage and provide a guided tour that provides further information on those un-utilized features.

 

How Do I Access It?

You can access this beta feature that is located on the Remedyforce Administrator tab next to the “Rate your experience” link. Click on “Remedyforce Utilization”.

 

How Do I Use It?

When you first access the Remedyforce Utilization feature, the first thing you will see is a high level summary chart with commentary about what your overall usage is of provided capabilities. In other words – it’s a scorecard! In my ORG, I’m showing 70% as my score.

 

From here, I can click on the pie chart and see the details behind the summary. This is what you’ll see next –

 

I like this capability so I can see exactly where I’m doing well and where I might want to spend some time examining what other features exist that I haven’t necessarily thought about using.

And now from this view – I can go even further. For example, if I’m curious about my Incident Management 80% score – I can click on the green status bar. When I do that, I’m presented with some fun (this is the gamification!) score cards per feature.

What I love about this is that I can click on each card and be presented with more information.

When I click on a card for example that shows me as “completed”, I can see the following -

 

This is really helpful for the cards that show that I have zero points/ “not started” – so when I click on “Know More” – I am directed to the relevant documentation for that particular feature. For example, I have not enabled Auto Assignment so I can click on “Know More” and it directs me to read all about Auto Assignment.

 

If I like what I see, then maybe then I decide to check it out in my sandbox and see the value it brings me.

 

What’s Next?

Depending on customer feedback and our roadmap plans – we see a lot of potential here and hope to continue to enhance your experience with these feature – so stay tuned! We’ve got some ideas already on how to enhance this feature in upcoming releases but please share your feedback with your Customer Success Manager as well!

 

Don’t Forget!

We hope you are having a great experience with our Customer Success Organization and really seeing the value from your individual Business Relationship Manager. Your BRM has a resource that can also assist you with understanding all the features and functions of Remedyforce current and past releases. It’s a useful planning tool that you can leverage to indicate what features and functions you have already adopted – or are planning to adopt – or don’t plan to adopt (and give you an opportunity to tell us why so we can share with our Product Management team)!

 

Ready to check this out? You can review the Remedyforce Upgrade Schedule for information on planned automatic upgrade dates for Winter 18 – and if you prefer to self-upgrade, don’t forget our best practice advice to start with your sandbox.

 

We always want to hear from you so drop us a line at RemedyforceSuccess@bmc.com – enjoy!

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Remedyforce Winter 18 is now generally available. This release offers some great new features. Please check out below link for glimpse of new features

@ Welcome to Remedyforce Winter 18 | Remedyforce Consulting | Salesforce Consulting 

 

 

 

salesforce remedyforce admin

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Remedyforce Winter 18 Release
  winter18logo.png

The Winter Olympics are my favorite Olympics. I just love the skiing, snowboarding and ice-skating competitions and watching great talent get rewarded with gold and other shiny medals.  Remedyforce Winter 18 is sure to take home a gold medal in IT Service Management with this new release. Here are some of the many exciting features:

 

AVAILABLE FEBRUARY 12

Self-Service 3.0

The self-service portal is more advanced with capabilities that will increase self-service adoption and reduce service desk workloads.

 

Salesforce Lightening Experience and Components

Remedyforce supports Salesforce Lightning for all modules. Remedyforce Lightning Components for Self-Service can be embedded in both Salesforce Communities and Lightning App Builder in just minutes, without writing a single line of code.

 

Page Layout Assignments

Customize the layout of Incidents and Tasks to support different business processes.

 

CMDB enhancements

Additional CMDB enhancements to improve usability and visibility of data. 

 

Remedyforce Console

Console improvements to support usability and support for Salesforce Files.

 

AVAILABLE MARCH 19- DATE MAY CHANGE  CONTACT YOUR BUSINESS RELATIONSHIP MANAGER

 

Integration with Discovery for Multi-Cloud

Seamless integration with BMC Discovery adds comprehensive visibility into multi-cloud environments with enhanced data center discovery. This integration requires functionality to be added to both Remedyforce and Discovery. Discovery release 11.3 is scheduled for March 19th but dates could change. The Remedyforce team will inform you when this capability is formally available.

 

You can listen to a recording of the Remedyforce PMs talking about the specific capabilities of Winter 18 here.  https://youtu.be/xND_gU0cY40

You can also find demos here.

 

Here are more details on each item.

Self-Service 3.0

  • Tree view of category lookup makes it easier for end-users to select the right category, leading to more accurate routing and reporting.
  • End-users can view configuration items and assets assigned to them along with associated tickets. This gives them more detail on their tickets without contacting the service desk.
  • End-users can update profile photo and other profile fields; this enables other end-users and agents to identify them on console and self-service.
  • Knowledge articles can be displayed under categories, allowing end-users to navigate through the category tree, and narrow down the list of articles displayed to the relevant ones.
  • Knowledge articles can be displayed in full screen mode at run-time, facilitating an improved experience of browsing, especially for long articles.
  • Service catalog enables improved filtering capabilities, facilitating end-users to narrow down service request templates to relevant ones.
  • Bread crumb trail is displayed as end-users navigate through the category tree while browsing service catalog or knowledge articles; hyperlinks on nodes.


Salesforce Lightening Experience and Components

  • Enable users of Salesforce Communities to access Remedyforce.
  • Allow end-users of Salesforce Communities to submit tickets, create service requests, and view self-help.
  • Remedyforce Lightning Components blend seamlessly in a community built with other lightning components from Salesforce.

 

Page Layout Assignments

  • Page Layout support is now available that allows administrators to define multiple views of Incidents and Tasks based on the type of data being captured or viewed, making it much easier to leverage Remedyforce across your organization.

 

CMDB

  • Mass change capability to quickly update multiple records with just a few mouse clicks.
  • Configurable filter to hide or show inactive records.
  • List view customization on the relationship page allowing the administrator to identify the columns to appear when viewing relationships and associated details.

 

Remedyforce Integration with Discovery

  • Provide deep visibility into all your data center assets with discovery of assets in the cloud (public and private) and on-premises.
  • Automated discovery not only finds your assets, it maps dependencies between them, including applications and services.
  • Expanded classes and relationships providing a more complete view of one's data center and dependencies.
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We are planning to upgrade Remedyforce Discovery shortly. This upgrade will include enhancements for those using the Premium or Premium Plus options, but not for those only using the Remedyforce Agentless Discovery option.

 

Please refer to the release schedule for the targeted dates and the release notes for details on the enhancements.

 

Note: The underlying technology for Remedyforce Discovery is BMC Client Management. For more details on the Remedyforce Discovery and Client Management (Premium and Premium Plus) capabilities, please refer to the FAQ.

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3-2-1....CMDB!

 

We hope you’re excited to attend as we are to present the first of a three-part web series all about the CMDB (Configuration Management Database).

 

Many organizations struggle with the adoption of their CMDB.  It can be overwhelming and challenging. In this first of three webcasts, “Demystifying the CMDB”, we will cover the basics of a CMDB including “what is it?”, “what is the value?”, an overview of Remedyforce CMDB capabilities and what to consider when adopting a CMDB.

 

So mark your calendars for this first session!

 

When is it?

Thursday January 25th, from 11am-12pm EST

 

What will I learn?

Your takeaways from this session will include an understanding of:

  • What the CMDB is (and isn’t!)
  • The “why” proposition full explained (with some real-world examples)
  • Capabilities
  • The Remedyforce CMDB

 

Who is speaking?

John Fulton, Principal Product Manager for Remedyforce will be guiding us through this highly informative session and brings with him a wealth of industry experience in the world of Configuration Management, Service Management and IT Asset Management.

 

I’ll be there! How do I participate?

Visit our Remedyforce communities page here and let us know you are attending as well as download the calendar invite.

 

Hope to see you there – it’s going to be a great session!

 

For additional information or if you have any issues accessing the meeting information, please contact your Remedyforce Business Relationship Manager or send us an email at RemedyforceSuccess@bmc.com.

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Hopefully you're back and rested and ready for 2018!  I know I sure am.   I ended the year by doing two things.  One was running a 5K is subfreezing temperatures and then just before midnight jumping into a pool.  We'll call it the Texas version to the "polar plunge".  New year's day found me running the same 5K again in subfreezing temperatures. 

 

They say the way you end and begin the year is what you'll do in the upcoming year, so I see a lot of running in my future!

 

With that, we have a lot to catch up so let's go!

 

Salesforce Spring 18

Salesforce has pushed Spring 18 to select Sandboxes.  Check the Maintenance Calendar to see if your Sandbox was updated:  Trust Status

 

Additionally check out Page 4.

 

Upgrading E-mail to TLS 1.1+

TLS 1.0 for inbound and outbound connections to Salesforce were disabled this year between July 22 through November 11th.  Salesforce is now announcing that TLS 1.0 for e-mail will be disabled starting on March 6, 2018.  This disablement will be completed on all Salesforce instances by March 8, 2018.

 

No action will be required if your company e-mail supports TLS 1.1 or higher for e-mail.

 

See Page 5 and Page 17 for details.

 

Salesforce Certificates are Changing to DigiCert

A future release of Google Chrome will no longer support Symantec-issued HTTPS certificates, so Salesforce is replacing their Symantec-issued certificates with new DigiCert-issued certificates.  This change will take place over January (Sandboxes: January 8 & 11) and February (Production: February 5 & 8) of 2018.

 

Details can be found here:  https://help.salesforce.com/articleView?id=Salesforce-certificates-change-from-Symantec-to-DigiCert-in-2018&language=en_US&type=1

 

Details and impact can also be found on Page 7 and Page 18.

 

Default Certificate Retirement Impacts SAML SSO

Salesforce is retiring their default certificate.  If your organization uses Service Provider (SP)-Initiated SAML login to Salesforce and your Identity Provider validates signatures in SAML requests you will be impacted.  Please contact your Service Provider to see if you will be impacted.

 

Details can be found here:

https://help.salesforce.com/articleView?id=Retirement-of-Default-Certificate-affects-SAML-Single-Sign-On-into-Salesforce&language=en_US&type=1

 

See Page 8.

 

Community Cloud Improvements

As Salesforce continues to upgrade their infrastructure, one of their Community Cloud servers will go through an upgrade and additional IP ranges will be added to their Community Cloud IPs.  If you use Community Cloud, check out Page 9 and Page 12.

 

Instance Refreshes 2018

Salesforce continues to refresh their infrastructure regularly to ensure customer success.  They intend to provide approximately 4 months notice to impacted customers regarding the dates of instance refreshes once they are confirmed.

 

Remember, best practice is to:

  • Enable My Domain
  • Replace Hard-coded References
  • Whitelist Salesforce IPs
  • Plan around System Maintenance Windows

 

See Page 10, Pages 21 - 22, and Page 25  for details.

 

Coming Soon: Updated Trust Status Site

Salesforce made significant changes in 2017 and will continue to expand the usability of the site in 2018.

 

See Page 11 and Page 23 for details.

 

Whitelist Salesforce IP Ranges

If your organization restricts access with IP addresses, make sure you are aware of the latest updates.

 

See Page 12 for details.

 

 

Feature Retirements

  • W2C/W2L & Salesforce.com Endpoints to retire Jan. 12, 2018
  • Legacy Charts in Salesforce to Retire with Spring '18
  • Files Sync will be retired on May 25, 2018
  • SOAP API Legacy Versions will retire in Summer '18
  • End of Support for Chatter Answer with the Spring '18

 

See Page 14 and Pages 27 - 31.

 

We look forward to working with you in 2018!  Feel free to leave a note on what you did to ring in 2018!

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Salesforce has recently posted a Security Advisory as it relates to Spectre/Meltdown Vulnerabilities.

 

The Salesforce Security team continuously monitors their systems for any evidence of attempts to exploit vulnerabilities such as 'Spectre' and 'Meltdown'.  At this time, they have seen no indications of attempts to target Salesforce systems using these vulnerabilities.

 

Details can be found here:

 

https://help.salesforce.com/articleView?id=Spectre-and-Meltdown-Vulnerabilities&language=en_US&type=1

 

The above can also be reached through Salesforce Trust: Security Advisories

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A picture’s worth a thousand words, at least that’s how the saying goes. We at BMC Remedyforce are excited to share a fantastic picture showing the ever evolving Remedyforce Ecosystem !

Technology Ecosystem.jpg

The picture above shows all the great integrations that Remedyforce has with other complimentary products. We continue to add partners to this picture to help our customers extend the use of Remedyforce within your company !

 

We are continuously building out the ecosystem around Remedyforce. Some of them are BMC offered, meaning that the necessary scripts, built-in connectors and configuration files are offered through BMC. Other native integrations can be configured within the Remedyforce administration interface. For custom requirements, Salesforce and Remedyforce offer a wealth of examples to build out integrations using web services.

 

This time, we’d like to showcase Sumo Logic that helps expand the use of Remedyforce.

Snip20180109_9.png

Sumo Logic’s architecture features an elastic petabyte scale platform that collects, manages, and analyzes enterprise log data, reducing millions of log lines into operational and security insights in real time. The cloud-based approach overcomes the inherent problems of premises-based solutions, including limits on scalability, inefficient or haphazard analysis and uncontrolled costs.

 

Sumo Logic is built around a globally distributed data retention architecture that keeps all log data available for instant analysis, eliminating the need for an enterprise to manage the cost and complexity of data archiving, backups and restoration.

 

The service is entirely cloud-based and is maintenance free. Instead of inelastic security information and event management systems, Sumo Logic employs elastic processing to collect, manage and analyze log data, regardless of type, volume or location.

 

This, in combination with Remedyforce creates a strong solution. Remedyforce is able to receive alerts and translate them in to incidents. This is giving the service desk agents real time visibility in the customers environment and the ability to directly react on alerts generated.

 

Detailed contact information can be found here.

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A picture’s worth a thousand words, at least that’s how the saying goes. We at BMC Remedyforce are excited to share a fantastic picture showing the ever evolving Remedyforce Ecosystem !

Technology Ecosystem.jpg

The picture above shows all the great integrations that Remedyforce has with other complimentary products. We continue to add partners to this picture to help our customers extend the use of Remedyforce within your company !

 

We are continuously building out the ecosystem around Remedyforce. Some of them are BMC offered, meaning that the necessary scripts, built-in connectors and configuration files are offered through BMC. Other native integrations can be configured within the Remedyforce administration interface. For custom requirements, Salesforce and Remedyforce offer a wealth of examples to build out integrations using web services.

 

This time, we’d like to showcase cloudbyz that helps expand the use of Remedyforce

Snip20171220_1.png

Cloudbyz ITPM solution helps organizations gain visibility, insight, and control across all work. The solution provide the tools to properly align resources, projects, and goals, optimizing business strategy and performance. Cloudbyz ITPM enhances decision-making, maximize resource utilization, and increase operational efficiency.

 

Organizations that don’t have tightly integrated PPM, Resource Management, ALM, APM and ITSM typically collect data through meetings, e-mails, and other manual methods, then copy or paste it into the PPM system. This approach is slow, error-prone, and unnecessary. With Cloudbyz solution, real-time visibility gives stakeholders reliable information about the status of projects in motion and allows executives to confidently allocate resources to future development projects.

 

Cloudbyz ITPM provides real-time visibility into the current state of organizational initiatives, resources and spending through the centralized collection of data from multiple sources and perspectives. Integration across multiple business and IT process domains through PPM functions provides multi-dimensional views of this data for better visibility and understanding of resource supply versus project (and other work) demand in IT and other project environments. Cloudbyz ITPM also enables executive action and decision making.

 

Cloudbyz ITPM and BMC Remedyforce are built native on leading and innovative Salesforce's force.com cloud platform comes with point and click integration between ITSM and PPM processes and capabilities.

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This blog provides information about the Encryption Impact Report, such as what is the Encryption Impact Report, why do you need, and how can it help you.

 

What is Salesforce Platform Encryption?

Salesforce Platform Encryption gives data a new layer of security, but at the same time preserves the critical platform functionality. You can use this feature to encrypt sensitive data that is at rest.

 

Why use Salesforce Platform Encryption?

With Salesforce Platform Encryption, companies can encrypt sensitive data for compliance with common regulatory requirements. Thus, it enables companies to confidently comply with privacy policies, regulatory requirements, and contractual obligations for handling private data.

 

What is the Encryption Impact Report?

If Platform Encryption has been enabled for Remedyforce and supported fields have been encrypted, then Remedyforce Administrator can run and  view the Encryption Impact Report. The report provides detailed information about the encrypted fields, Text Area (Rich) fields, and impacted areas.

 

Why should you view the Encryption Impact Report?

When you encrypt fields, conditions that contain those encrypted fields get affected. As a result, you might notice that at some places the data is not shown correctly. For example, a condition on a look up filter might get ignored if it contains an encrypted field and the look up starts showing all values. In such cases, it is useful to run and view the Encryption Impact Report to check if the encryption has caused this issue and what are the corrective measures that you can take.

 

What information does the Encryption Impact Report provides?

Encryption Impact Report provides information about the encrypted fields used in the following filter criteria along with the recommendations for corrective actions. In addition to this, the Encryption Impact Report also provides information about Text Area (Rich) fields used in the Request Definition input fields.

 

  

Note: Text Area (Rich) fields cannot be encrypted. Hence, we have reported these fields for Request Definitions. Remedyforce Administrators can replace the Text Area (Rich) fields with Text Area fields if these fields are expected to contain sensitive data for a Service Request.

 

How to generate the Encryption Impact Report?

The Encryption Impact Report can be can be generated on-demand by Remedyforce Administrators. It is quite simple to generate this report. All you have to do is to navigate to the Remedyforce Administration > Application Settings > General Application settings page and click Encryption Impact Report in the Salesforce Platform Encryption section as shown in the following image.

           

When you click Encryption Impact Report, the Encryption Impact Report tab is displayed where you need to click Scan Now.

         

After scanning is complete, the scan date and report link is provided. To view the report, click the Encryption Impact Report link.

 

What does the Encryption Impact Report look like?

The report is grouped by the impacted feature and provides recommendations on what action needs to be taken along with its severity.

 

The following image shows how the report looks like.

            

 

FAQs around the Encryption Report?

Question: What is the impact if I do not have this report?

Answer: Without the Encryption Impact Report, one cannot easily keep track of encrypted fields, rich text fields, and related impacted areas. Especially in large organizations, it might be practically impossible to identify impacted areas manually.

Question: What all information does it show?

Answer: The report shows the impacted areas where the encrypted fields are being used. Hence, it becomes easy to take the corrective actions.

Some considerations

  • The Encryption Impact Report button on the Remedyforce Administrator settings page is enabled only after the Support Salesforce Platform Encryption in Remedyforce check box is selected.
  • The report processing is done in the background and takes time depending on the volume of data to be processed. The Scan Now button is disabled until the processing is complete.
  • After initiating the scan, it is recommended to revisit the Encryption Impact Report tab to view the report only after some time has elapsed, say about 30 minutes.
  • In case of any error in report generation, an error message is displayed and the report might have incomplete or no data. Administrator needs to try running the scan again after some time in such cases.
  • The report does not cover information about:
    • CMDB Reconciliation Rules
    • CMDB Fulfilment Criteria defined in Request Definition
    • Text Area (Rich) fields used in Remedyforce Console and Self Service Forms
  • On initiating a new scan, previous scan results are cleared.

 

Let’s look at some benefits of the Report

  • It provides a one-stop shop for Remedyforce Administrators to get details of mentioned impacted areas and respective corrective actions where the encrypted fields & Text Area (Rich) fields are used.
  • It saves administrators the time to search and identify such fields and impacted areas to take corrective actions or to decide what further action needs to be taken.
  • Running this report on Sandboxes helps Administrators decide whether they would like to encrypt the field on Production or not.

 

References

Thank you for reading this blog. I would love to hear your thoughts for the same. If you need further information you can refer following links:

 

  • Enabling encryption and viewing encryption report in Remedyforce

  https://docs.bmc.com/docs/display/remforce201702/Enabling+encryption+and+viewing+encryption+report+in+Remedyforce

  https://communities.bmc.com/community/bmcdn/bmc_remedyforce/blog/2017/10/09/encrypting-email-conversations-using-platform-encryption

  • Salesforce Shield - Platform Encryption -

        https://docs.bmc.com/docs/display/remforce201702/Salesforce+Shield+-+Platform+Encryption

        https://help.salesforce.com/articleView?id=security_pe_overview.htm&type=0&language=en_US&release=208.12

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This is the first of two blogs covering the common challenges in selecting the right discovery tool(s), why there can be confusion, and where to start with your own evaluation or assessment. The subsequent blog will provide more prescriptive guidance around evaluating and selecting discovery tools along with a pragmatic approach for peaceful co-existence when multiple tools are involved.

 

Discovering Discovery: Selecting IT Discovery Tools Made Easy

 

Part 2 will be posted next week.

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A single minute of video is worth 1.8 million words.

 

Today’s modern workforce prefer a visual demonstration over reading any article or content. According to the analytics shared in the Video Retention Rates blog, an average user spends 88% more time on a website with video than a website without one.  As videos are more engaging than the written content, viewers can retain more information as compared to when they read the textual information. Keeping this in mind, Remedyforce has introduced the ability to embed videos in Knowledge Articles that addresses the following two issues:

  • Users sometimes find it hard to follow steps. A video helps reinforce the steps and can help answer lingering questions.
  • Some users prefer videos to reading text.  This offers another channel for the user to learn something.

 

How are embedded videos helpful?

Consider a scenario where multiple clients raise tickets for a common issue, such as “Skype for Business” is not working. In such a scenario, all affected users log tickets that take time to get resolved. Users are blocked from using IM for a certain duration until their tickets are resolved. At the same time, agents have to address the same issue for all the affected users. At such times, the affected users can take help of knowledge articles that would help them resolve their issue without having to wait for an agent to respond. In addition to the textual content, users can also refer to the videos embedded in the knowledge article, if any, to resolve the issue in time. Even agents addressing the issue can refer the knowledge article and the videos to resolve the issue in a shorter duration.

 

How does the feature work?

Earlier, a knowledge article comprised a heading with a descriptive text-only solution. With the restructuring of the knowledge article object, the knowledge article has different sections as follows.

  • There is a text section to describe the steps to be followed to resolve an issue.
  • Thereafter, there is a video section to embed a streaming video. This video can augment the text content in the previous section.

 

The following image shows a how the knowledge article preview looks like with embedded video.

Where do you store the videos?

Videos are not stored in Remedyforce; they can be stored on any site that supports video streaming, such as Vimeo and YouTube. It can also be a service in your data centre which supports video streaming. For details on how to embed videos in knowledge article, click here.

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I can’t help but feel a bit nostalgic at this time of year, so I wanted to recap the AMAZING year our Remedyforce product had in 2017! We launched two full releases in 2017: Winter 17 and Summer 17. This is also a good reminder to review what you as our valued Remedyforce customers chose to enable from both releases this year, and what you perhaps have tabled to visit in the new year. For that matter, we’ve taken the guess work out of ALL our Remedyforce releases so if you would like to recap features and functionality from each one of our previous Remedyforce releases, please reach out to your dedicated Business Relationship Manager on our Customer Success Team and ask them to review the “Remedyforce Feature Function Health Tracker” with you.

 

So please indulge me a little and join me in looking back at 2017! Where did the year go?

 

Winter 17

 

Winter 17 was released in January of 2017 and boy was it a FANTASTIC one! Probably the two biggest stories around Winter 17 were the user interface enhancements we made to the Remedyforce Console UI as well as the official release of our new Self Service 3.0 UI. The goal of these major enhancements was to increase productivity and user adoption. We heard you loud and clear and so we delivered!

 

Starting from a Remedyforce Console UI perspective, we introduced the re-styling of the console. The new interface allowed for console functionality like view customization (the Column Headers field set became a "template" of sorts where you as the administrator decided what fields your staff could use in the Console View for a given module, and they decided what fields they want to see and what order!). The new “Assign to Me” functionality was included as well in that under Change Owner, your staff could now select multiple records and very easily assign those records to themselves (as long as they were a member of the associated Queue of course). Better visualization for "new" records in the Console was made available (similar to what you see with new emails highlighted, you can highlight new records in the same way). Support for Salesforce Lightning Experience was enabled as well in the Remedyforce Console. These were just a few key highlights.

 

User productivity was shown to be increased through added functionality:

  • Single click record assignment saves staff time. Easily assign records to a user.
    • Activity Feed shows staff all actions and attachments associated with a record on the main screen.
  • SmartViews help visualize where a record lives within its own ecosystem.  For example, a SmartView of a Service Request can visually show you all the tasks, services, assets/CIs change requests, attachments and notes that are associated with that record. A great example of this is a complex Service Request for onboarding an employee.
    • Shows notes and attachments assigned to each record associated with the record being viewed.
  • Knowledge articles support embedded video to assist with faster problem resolution.

 

And for those of our Remedyforce customers utilizing self-service as a service channel for your customers to decrease agent logged tickets (freeing them up to focus on more complex incidents or perhaps problem tickets!), in Winter 17 we provided you with a modern, intuitive self-service portal to allow for increased end-user adoption of self-service by making it easier to find information. Key highlights here included:

 

  • Branding – set color schemes and logos to match your organization’s look and feel
  • Tile Visibility and Control that allowed you to control what is available on self service
  • Self Help Articles and Service Health were made easily accessible in self service
    • Ability to embed videos in knowledge articles so users can resolve their issues faster.

 

And then just to round it all out and give you even more, we provided the Smart Practices Content packs for HR and Facilities! As a recap, these little “free” packages of goodness used best practices and requests gathered from our customers to help you quickly implement Remedyforce in departments outside of IT reducing the time to configure Non-IT service requests and recognize your Remedyforce investment immediately.

 

Summer 17

Summer 17 was released in July of 2017 - ah yes, the dog-daze of summer! Summer ’17 further extended the benefits that Remedyforce customers enjoy in that organizations of all sizes and maturity levels could compete on a level playing field as they digitally transform their business with enterprise-level encryption, self-service, and CMDB reconciliation.

 

Remedyforce Summer 17 introduced support for Salesforce Shield Platform Encryption for customers who have identified a need for encrypting their Remedyforce data at rest (as opposed to data transmitted over a network). This allows companies to confidently comply with privacy policies, regulatory requirements, and contractual obligations for handling private, sensitive and proprietary data.

 

CMDB Reconciliation was a well-received addition in Summer 17! We were so excited for this intuitive rule-based CMDB reconciliation capability to improve data quality while reducing the risk of data duplication across multiple data sources. Key highlights included:

  • Easily define and manage rules by class
  • The power to create simple (ex. single field) or complex (ex. multi-field) rules.
  • Enforced from any source including imports and user entry
  • Detailed and consolidated logging to track reconciliation activities by record for quick troubleshooting

 

Speaking of the CMDB we also provided you with convenient and quick access to CI/Asset details from Incidents. Key highlights here included:

  • Configurable tooltip to view CI/asset details, enabling the administrator to define which fields appear when hovering over any associated CIs/assets
  • Option to drill into CI/asset details for additional analysis

 

And last (but not the least!) we also used the Summer 17 release to continue to build on the user experience enhancements from Winter 17: the Remedyforce Console and Self-Service 3.0. Improvements to the console enabled staff and admins to quickly work through tickets and service requests and improvements to Self-Service 3.0 provided for:

 

  • Enriched service catalog with images and rich text description to enable end-users to select the most appropriate service request.
  • Flagging of requests that require action by end-users to improve speed of closure of tickets, improve end-user satisfaction with service desk, and meet SLAs.
  • Quickly searching for your existing requests on any field and set up filter criteria on existing requests. The system remembers your filters, so you do not have to enter them every time.
  • Customize summary record card to display relevant information to end-users as they browse through their requests.
  • User lookups have been enhanced with users’ profile photo, name, and email, making it easier to select the right users to create requests on behalf of.

 

The best is yet to come….

 

     I’m so excited for the wonderful promise of a fresh exciting new year. In the Remedyforce world, 2018 promises to deliver two more exciting Remedyforce releases (Winter 18 and Summer 18 of course!).

 

Have you joined our Winter 18 Early Access Program yet? As a reminder, The Early Access Program lets you get exclusive access to the upcoming Remedyforce Winter 18 release (hosted in our Sandbox) as well as insight into the release, demos, and access to our product management team as well as some of our R&D team.

 

https://communities.bmc.com/groups/remedyforce-winter-18-early-access-program

 

As always you can contact your dedicated Business Relationship Manager for more information with respect to what’s coming in Winter 18 and beyond! Don’t hesitate to reach out to us RemedyforceSuccess@bmc.com.

 

Thank you!

 

As I close out my last blog post of 2017 <sigh> I want to offer a very special THANK YOU and hearty acknowledgement of our Remedyforce AMAZING Product Management team for an amazing product year: Chad Haftorson Virginia Leandro John Fulton Nikhil Deshpande  of course extreme gratitude for our amazing development team!!

 

And on behalf of our entire Remedyforce family across the globe…we want to extend a very warm thank you to YOU – our Remedyforce customers – thank you for your continued trust in BMC and Remedyforce.

 

Happy Holidays everyone!! See you in 2018!!

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