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Happy Valentine's Day!  Wow, my second blog post today.  I should get the rest of the day off or something!    No?  Back to work for me?  All right...here's Salesforce's February 2019 Tech Update!

 

Salesforce for iOS and Android v. 18.0 Available

Formally known as Salseforce1, Salesforce for iOS and Android has an update.

 

See page 6 for details.

 

Field History Data Retention Now Enforced

We did a blog post on this one (Salesforce: Retention Limit for Field History Data is now Enforced!) however, be aware, that starting with Salesforce Spring '19, Salesforce will enforce the 18-month retention policy and begin the process of removing field history data beyond 24 months.  If you have data beyond 24 months that you would like to retain, please take action well before Spring '19 release!

 

Your two options are:

Option 1: Purchase Field Audit Trail

Option 2: Download the data via Data Loader and add it to a custom big object (or retain elsewhere)

 

Details can be found in our blog post mentioned above as well as page 7.

 

Instance Refreshes

NA8 & NA55: March 17, 2019, 02:00 - 06:00 UTC

NA34: March 17, 2019, 07:00 - 11:00 UTC

NA29, NA38 & NA48: April 7, 2019, 02:00 - 06:00 UTC

 

See page 11 for details.

 

Instance Names

March 17, 2019

NA8 -->  NA104 or NA105

NA34 --> NA129 or NA130

NA55 --> NA102 or NA103

 

April 7, 2019

NA29 --> NA97 or NA101

NA38 --> NA98 or NA100

NA48 --> NA131 or NA132

 

See pages 12 - 15 for more info.

 

Site Switches

March 2, 2019 | NA21, NA32, NA37, NA54, NA67

March 3, 2019 | NA46, NA72, NA76, NA88

April 20, 2019 | EU7, EU8, EU12, NA53

April 21, 2019 | NA47, NA51, NA63, NA69

June 15, 2019 | EU14, EU15, EU16, EU17, EU18,

NA65, NA66, NA70

June 16, 2019 | NA90, NA94, NA95, NA99

July 6, 2019 | AP8, AP9, AP14, AP15, EU13, NA61,

NA64, NA79

July 7, 2019 | NA49, NA57, NA59, NA87

 

See page 19 for details.

 

Salesforce IP Addresses & Ranges

If your company restricts web access to specific IP ranges, take a look at page 20 for any updates.

 

Salesforce Maintenance Schedule

In addition to trust.salesforce.com, you can see the upcoming system maintenance schedule on page 21.

 

Support for Internet Explorer v9 & v10 will retire on April 5, 2019

Support for Internet Explorer (IE) 9 & 10 will be retired on April 5, 2019 (this will include BMC Helix Remedyforce as well).  After April 5, 2019, you can continue to access Salesforce Classic using IE9 and IE10.  However, Salesforce will not provide support for any issues you may encounter using these browsers.

 

See page 28 for details.

 

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Welcome to the new era of Cognitive Service Management!  As BMC expands its offerings and capabilities embracing cognitive service management, we wanted to ensure that our BMC Helix Remedyforce customers could also take advantage of these new offerings.  Over the next several releases you’ll see us start to build more and more capabilities around cognitive such as integrating with BMC Helix Chatbot that are made possible by AI and machine learning.  Today, you already enjoy BMC Helix Client Management. In this release we include integration with the new offering, BMC Helix Discovery, all of which are cloud based solutions bringing value to your organization.

 

Along with our name change, we are also releasing BMC Helix Remedyforce Winter 19 with a slew of features that will help further your value with BMC Helix Remedyforce!

 

Chat with BMC Helix Remedyforce Support

We are now introducing a new feature that will allow BMC Helix Remedyforce Administrators to initiate a chat with BMC Helix Remedyforce Support when a support team member is available.   This feature is on by default and available to those administrators with the Remedyforce Administrator checkbox checked and their email associated with a valid BMC Support ID.

 

BMC Helix Remedyforce CMDB UI/UX

The BMC Helix Remedyforce CMDB user interface has not changed since its original inception.  To provide a more modern and improved user experience, the BMC Helix Remedyforce CMDB has aligned with the newer Console user interface.  Beyond the improved user interface and consistency, many improvements have been incorporated as the result of many in-depth customer interviews along with a community survey for all customers to rank the enhancements. The additional enhancements include column filtering, page controls, the class path in the title bar to always know where you are, locking of the instance name to not lose focus when scrolling horizontally, just to name a few.

 

BMC Helix Remedyforce support for BMC Helix Discovery

With the recent release of BMC Helix Discovery, BMC Helix Remedyforce now provides the same integrations with this new offering as with the on-premise Discovery offering (BMC Discovery).

 

BMC Helix Remedyforce and BMC Helix Client Management

Due the recent Oracle licensing changes with Java, a new method to launch the BMC Helix Client Management console has been delivered.

Note: BMC Helix Remedyforce customers who are integrating with BMC Client Management on premise must upgrade to Winter 19 before applying the latest BMC Client Management patch.

 

BMC Helix Remedyforce Self Service 3.0

We realize the importance of providing complete information of records to approvers. Enhancements have been made to enable approvers to view all record details, including attachments. Approval History can be viewed by approvers. This allows them to have a better context of the approval request, enabling them to make a more informed approval decision. Additionally, we now allow admins to restrict pending approvals to just BMC Helix Remedyforce records. This will reduce the clutter of pending approvals.

 

Admins can now design a simpler page layout for submitting tickets. More details can be displayed while viewing tickets.

 

A new method of displaying broadcasts, called Message Scroll, allows broadcasts to be displayed in a way that does not distract clients as they work in Self Service.

 

And finally, the ability to save service requests as drafts allows clients to reopen the drafts and submit them. 

 

BMC Helix Remedyforce Console Filtering

With the advancement of the Salesforce Metadata API, we are now able to provide column filtering and provide you and your staff a more "Excel" like experience by building out filtering per column within the BMC Helix Remedyforce Console. 

 

Now staff can easily filter a given view based on Client or filter for tickets between two dates.

 

BMC Helix Remedyforce Value Adoption Dashboard

BMC Helix Remedyforce Utilization was launched as Beta in a recent release. This has been renamed to BMC Helix Remedyforce Value Adoption Dashboard and is now generally available. It allows our customers to assess their adoption of different feature sets. As they adopt more features, they are rewarded with badges at specific thresholds. Badges can be shared on public social networks. We are augmenting this information with KPIs on the incident management process along with benchmarks from other customers so that customers may see where they stand relative to others. Please note that KPIs and Benchmarks are Beta in Winter 19.

 

BMC Helix Remedyforce Integration with BMC Helix Chatbot

BMC Helix Chatbot is the starting point of bringing cognitive services to your end users so they can request services and knowledge when and where they need it using natural language processing. We excited to support this integration and bring the chatbot experience to your clients and users. 

 

Measuring Salesforce Mobile App Adoption

Records created from the Salesforce mobile app are now identified separately. This allows service desk managers to measure the adoption of the mobile app.

 

Service Target Reporting and SLA Dashboard

Service Target Reporting has been a big ask from our customers.  In Winter 19, you can now report on Elapsed Time, Time Remaining, and Paused Duration.  Additionally, with this new capability we are now introducing new reports along with the new Service Level Agreement Dashboard for Incidents and Service Requests.

 

Quickview Charting

As of 2020, Adobe Flash is no longer supported and it will come to its "end of life"; however, many modern browsers are already disabling Flash by default and making it hard and harder to enable.  To that end we are moving to a new charting technology called Highcharts.  This library will give customers a broader range of charts to choose from, in addition to being able to export and change viewing values on 3D charts.

 

JavaScript Buttons

While this isn't really a feature, it's a fundamental change we've had to make for BMC Helix Remedyforce based on feedback from Salesforce.  If you are using Salesforce standard pages, these changes will impact you as Salesforce is no longer supporting managed code for JavaScript buttons.  To that end the buttons will now actually load a Visualforce page which will in turn launch the corresponding JavaScript.  There will be a small impact to usability which we'll cover in demos and other broader communications as we move further with this project.

 

Call to Action

 

 

 



You'll find attached to this blog post our Insights Desk PDF with additional links to the documentation of the feature as well as demos of the features.

 

Thank you for being our customer and being part of the new BMC Helix Remedyforce family!

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Last year Salesforce implemented a Continuous Site Switching (CSS) program which entails site switching each instance approximately once every six months for maintenance, compliance, and disaster recovery purposes.

 

The 2019 Continuous Site Switching Schedule through July 2019 is as follows:

 

  • March 2, 2019 | NA32, NA37, NA54, NA67
  • March 3, 2019 | NA40, NA47, NA51, NA63
  • March 16, 2019 | CS25, CS26, CS92, CS97
  • April 6, 2019 | CS5, CS53, CS68, CS84, CS85, CS88, CS89, CS90, CS91 CS115, CS116
  • April 20, 2019 | EU7, EU8, EU12, NA53
  • April 21, 2019 | NA46, NA72, NA76, NA88
  • June 15, 2019 | EU14, EU15, EU16, EU17, EU18, NA65, NA66, NA70
  • June 16, 2019 | NA69, NA90, NA94, NA99
  • July 6, 2019 | AP8, AP9, AP14, AP15, EU13, NA61, NA64, NA79
  • July 7, 2019 | NA49, NA57, NA59, NA87
  • July 20, 2019 | CS12, CS20, CS21, CS23, CS31, CS72, CS102, CS105, CS106, CS137

 

================================

Who is impacted by this change?

All customer and partners globally will be impacted by this change in our maintenance policy.

 

What is the change?

Each Salesforce instance is built and maintained in two geographically separate locations. An instance is actively served from one location (the active site) with transactions replicating in near real-time to the other completely redundant location (the ready site). This infrastructure model allows us to switch the location of the active site for maintenance, compliance, and disaster recovery purposes, which is referred to as a site switch. As part of our Continuous Site Switching program, Salesforce switches the active and ready instance locations approximately once every 6 months.

 

Why is this change happening?

Continuous site switching allows us to continuously improve our operations and infrastructure in order to provide you with the high availability of our services you’ve come to expect. In addition, continuous site switching satisfies the internal compliance requirement of many of our customers that their instances are capable of being served from either geographic location throughout the year.

 

When will these changes take place?

With the Continuous Site Switching program, each instance will undergo a planned site switch approximately once every six months. These planned site switches will only occur during standard system maintenance windows, which are scheduled the first and third weekends of every calendar month and are unique to each instance.

 

What's the impact to customers and partners?

During a site switch, impacted customers and partners can access their org in read-only mode. At the beginning of the program, site switch maintenance windows may last upwards of 90 minutes. As we improve our operational processes through practice and iteration, our goal is to reduce this window over time.

 

What action do I need to take?

  1. If you already follow our infrastructure best practices by not restricting access to Salesforce IP ranges and setting your DNS timeout value to 5 minutes (default setting), a site switch should be seamless to your users.
  2. If you are restricting access to certain IP ranges or data centers, update your network settings to include the complete list of Salesforce IP ranges from the What are the Salesforce IP Addresses to whitelist? article in order to avoid any unintended service disruptions following a site switch.
  3. If you control your DNS timeout values set, then you may need to refresh your DNS cache and restart any integrations following the maintenance.

Where can I go for more information?

The Continuous Site Switching schedule is posted and maintained on our Trust maintenance calendar. To determine if a specific instance is on the schedule, click on the instance at https://status.salesforce.com or visit http://status.salesforce.com/status/<INSTANCE> (example: http://status.salesforce.com/status/NA31) and review the maintenance calendar for that instance.

 

We recommend that you and your customers subscribe to Trust Notifications to stay informed of maintenances, including site switches, that are scheduled and to receive updates during the maintenance. More information on Trust Notifications can be found here.

 

For more information on what happens during a site switch and how to make sure your org is best prepared, see our Site Switching Overview article.

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A new patch for BMC Client Management versions 12.8, 12.7, and 12.6 is available. The patch introduces a replacement for Java Web Start. Download the latest patch release from the Products tab of BMC EPD on the BMC Support Central website.  https://www.bmc.com/support/support-central.html

 

IMPORTANT NOTE: If you are using BMC Remedyforce with BMC Client Management on premises, you will want to wait to apply this patch until you have upgraded to Remedyforce Winter19, otherwise you will not be able to launch the BCM console from Remedyforce.  Please refer to the Remedyforce release schedule for Winter 19 availability.  https://docs.bmc.com/docs/display/public/REMF/Release+schedules

 

For more information on this new BMC Client Managemetn patch, please refer to the release notes:

BCM version 12.8: https://docs.bmc.com/docs/display/BCM128/Release+notes+and+notices

BCM version 12.7: https://docs.bmc.com/docs/display/BCM127/Release+notes+and+notices

BCM version 12.6: https://docs.bmc.com/docs/display/bcm126/Release+notes+and+notices

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A New Year… A New Go-Live!

 

I am very happy to announce that INTRUST Bank is ringing in the new year with a new Remedyforce implementation!

 

Remedyforce combines the expertise of BMC with the innovation of Salesforce to deliver modern, fast IT Service Management.  Using the Remedyforce console, agents can access all their key data and resolve incidents and problems faster.

INTRUST logo small.jpg

INTRUST Bank, one of the largest independent banks in Kansas, was chartered in 1876, and purchased by the C.Q. Chandler family in 1900.   Since its founding, INTRUST Bank has maintained an emphasis on building lasting relationships with its customers, always acting in the customers best interests.  Personal and business banking services include checking, savings, loans, credit cards, wealth management, merchant services, international banking and retirement plan services.  In addition to banking services, INTRUST Bank is committed to providing support to organizations that improve the educational and economic opportunities of individuals and families, and assist the communities in which they live and work to develop responsible, active and healthy choices.

 

My name is Jennifer Schertz and I am the Business Relationship Manager working with INTRUST Bank’s Project Manager, Jessica Henning, since they purchased Remedyforce in March 2018. When I asked Jessica why they selected Remedyforce, she said INTRUST Bank needed to replace their current ticketing system and were undergoing another project in parallel to implement a CRM.

 

“We had narrowed the ITSM product selection to two finalists, and once Salesforce was chosen for CRM, it created unique opportunities that made Remedyforce a clear winner.”

Jessica Henning
 

INTRUST Bank chose a phased implementation and Phase 1 included Incident Management and email incident creation, Self-Service Portal, a small Service Request Catalog with a few approval processes, Mobile application, Response SLAs, Surveys, Broadcasts, basic Knowledge Management, and adoption of the Remedyforce Configuration Management Database (CMDB). In addition to these, INTRUST Bank invested in Salesforce Shield to encrypt their sensitive banking data, automate their security policies and run industry compliance audits.  INTRUST Bank officially went live with Remedyforce in mid-November 2018.  They currently have 40 agents servicing over 850 client users.

   

Value Realization

 

When asked about their initial value realization, Jessica Henning stated, “We needed a fresh start at how we looked at managing internal requests, and Remedyforce gave us the IT specific tools we needed AND the flexibility to expand beyond IT in the future.  There is a lot of excitement at INTRUST both around what we’ve achieved and what we have planned for the future.”

INTRUST Bank adopted the mobile application so agents can work on incidents and tasks from any device.  Customers can submit their own self-service requests.

 

Jerry Chandler, INTRUST Bank’s Senior Manager of Product Strategy further explained the value of the mobile app.  He said, “In today’s environment it is essential to offer a superior digital experience and the mobile application has provided INTRUST that opportunity.  Internal staff can not only monitor and start addressing any new incidents for a quicker resolution, now staff can also reassign or open additional requests to facilitate that enhanced experience.”

 

Jerry went on to say, “The flexibility and scalability of the services offered in Remedyforce will allow INTRUST to create a better experience for both internal and external customers.  This tool has allowed INTRUST to reimagine existing processes and be agile enough to allow for continued modifications to these processes to deliver a better customer service experience.   INTRUST has many opportunities to look forward to and expand upon as our experience and knowledge within this tool matures.  These opportunities include project management, change management, capturing information for advanced analytics and reporting, creating Knowledge Articles to help our Support Teams and customers alike, and configuring the CMDB to build out the relationships between our products.”

 

Seeing is believing… Have a look at INTRUST Bank’s Value Timeline:

INTRUST Value Timeline.jpg

On the Horizon

Now that INTRUST Bank has Remedyforce up and running, I am meeting regularly with Jerry Chandler and INTRUST Bank’s Remedyforce team. When asked what they look forward to next in Remedyforce, Jerry said they are going to automate approvals and enforce processes through Change Management.  They are expanding their CMDB for asset management and have begun the process to auto-populate their CMDB.  They are also expanding the bank’s Service Request catalog, including adding support for other departments; and enhancing Knowledge Management to incorporate best practices for review and approval as well as a standard formatting and style guideline to ensure Knowledge Articles are understandable, concise, and consistent.

 

Remedyforce has undergone two major releases since INTRUST Bank invested in their SaaS solution. Therefore, I encouraged their Admins and Development teams to check out the popular and helpful Remedyforce Community, learn about all the great new features delivered in the Summer ’18 release and join the Winter ’19 Early Access Program (EAP) to get a first-hand look at the enhancements coming in the next release!

 

It is wonderful to hear such positive comments once a customer is live,  and to see the success they have realized with the Remedyforce product. On behalf of the entire Remedyforce team, CONGRATULATIONS!

 

 

If you're a Remedyforce customer and have a great success story to share with the Remedyforce community, please don't hesitate to reach out to your Business Relationship Manager.

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I happen to come across this and wanted to share with the community.  I haven't dived deep into it, but I was able to setup the Add-On, connect to my Remedyforce/Salesforce Org and so far it's looks pretty intuitive.  It also support direct SOQL if you'd prefer to go that way.

 

Google Sheets Data Connector For Salesforce - YouTube

 

This allows you to bring data into Google Sheets and create analysis via Google.

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Happy New Year everyone!  I trust you had a great Christmas holiday and new year and you're ready to face 2019 with all the gusto you can! 

 

Do you make resolutions for the new year?  I think I've moved way from using the term resolutions and have moved to using the word goals.  Goals seem more tangible to me.  For example, my goal for 2019 will be to log 1,000 miles running.  Pretty big goal, but if I break it into small chunks and I continue to do a good job of tracking, I think I'll make it.  Check back with me at the end of the year! 

 

What are your goals for 2019?  While you think about that, let's get on with the Salesforce Tech Update for January!

 

Salesforce Spring 19 is almost here!

 

 

Yes...I know we have yet another SnowMass coming down the pike, but Salesforce is already hard at work on their Spring '19 release.  Spring '19 has already been pushed to some sandbox instances as well as you can sign up for a pre-release of Salesforce Spring '19. 

 

Salesforce Spring '19 will be making it's way to production instances over the weekends of February 1st and February 8th.

 

Details on page 5.

 

Field History Data Rentention Now Enforced

We did a blog post on this one (Salesforce: Retention Limit for Field History Data is now Enforced!) however, be aware, that starting with Salesforce Spring '19, Salesforce will enforce the 18-month retention policy and begin the process of removing field history data beyond 24 months.  If you have data beyond 24 months that you would like to retain, please take action well before Spring '19 release!

 

Your two options are:

Option 1: Purchase Field Audit Trail

Option 2: Download the data via Data Loader and add it to a custom big object (or retain elsewhere)

 

Details can be found in our blog post mentioned above as well as page 6.

 

Instance Refreshes

EU6: Saturday, January 19, 2019, 22:00 - 02:00 UTC

EU1 & EU4: Sunday, January 20, 2019 03:00 - 07:00 UTC

NA8 & NA55: March 17, 2019, 02:00 - 06:00 UTC

NA34: March 17, 2019, 07:00 - 11:00 UTC

NA29, NA38 & NA48: April 7, 2019, 02:00 - 06:00 UTC

 

See page 10 for details.

 

Instance Names

January 19, 2019

EU6 -->  UM3 or UM4

 

January 20, 2019

EU1 --> UM1 or UM2

EU4 --> EU25 or EU26

 

March 17, 2019

NA8, NA55, NA34 -->  announced at least six weeks before

 

April 7, 2019

NA29, NA38 & NA48 --> announced at least six weeks before

 

See page 11 for more info.

 

Sandbox Migrations

CS80, CS81, CS86 & CS87 on January 19, 2019, 23:00 - 00:30 UTC

 

See pages 12 & 13 for details.

 

Site Switches

NA21 on February 2, 2019, 7:00PM - 9:00PM US Pacific or February 3, 2019, 03:00 - 05:00 UTC

 

Support for Internet Explorer v9 & v10 will retire on April 5, 2019

Support for Internet Explorer (IE) 9 & 10 will be retired on April 5, 2019 (this will include Remedyforce as well).  After April 5, 2019, you can continue to access Salesforce Classic using IE9 and IE10.  However, Salesforce will not provide support for any issues you may encounter using these browsers.

 

See page 28 for details.

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Salesforce Spring '19: Upcoming Dates

 

2018-12-11_9-26-11.png

 

Field History Data Retention Now Enforced

Starting with Salesforce Spring '19 release, Salesforce will enforce the 18-month retention policy and begin the process of removing field history data beyond 24 months.  If you have data beyond 24 months that you would like to retain, you should plan on taking action well before the Salesforce Spring '19 release.

 

See Page 7 (as well as our Blog Post: Salesforce: Retention Limit for Field History Data is now Enforced!).

 

Upcoming Instance Refreshes

EU6: Saturday, January 19, 2019, 22:00 - 02:00 UTC

EU1 & EU4: Sunday, January 20, 2019, 03:00 - 07:00 UTC

 

See page 11.

 

Instance Names

Going forward: Salesforce will have two separate subregions within the EMEA region: UMEA (UK, Middle East & Africa) and EU (Rest of Europe & Russia) with UM and EU instances, respectfully.  UM instances will be supported by two data centers in the London, UK metro area and EU instances will be supported by our France & Germany data centers.

 

January 19, 2019

EU6 --> UM3 or UM4

 

January 20, 2019

EU1 --> UM1 or UM2

EU4 --> EU25 or EU26

 

See page 12.

 

Site Switches

December 15: NA39, NA45, NA61, NA62

January 19: EU10, EU12, NA54, NA67

January 20: NA40, NA47, NA51, NA63

 

See page 19.

 

Support for Internet Explorer v9 and v10 will retire on April 5, 2019

Support for Internet Explorer (IE) 9 and 10 will be retired on April 5, 2018.  You can continue to access Salesforce Classic using IE9 and IE10, however Salesforce will not provide support for any issues you may encounter using these browsers.

 

See page 27.

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We are live.jpg

 

The Remedyforce team has another reason to celebrate this season! We love to hear the words, “We are live!!” Particularly when we have a global customer and this month Congratulations to Hermitage Medical Clinic in Ireland on their Remedyforce go-live!

 

Hermitage Medical Clinic.jpgHermitage Medical Clinic’s mission is to provide excellence in care to all patients. The philosophy of Hermitage Medical Clinic is one of service and an acknowledgement of the holistic needs of patients not just from a clinical perspective for their presenting illness but also from a psychological, emotional and spiritual perspective also. The values that underpin our mission and philosophy include dignity, compassion, advocacy, quality and respect. There is a strong ethos of teamwork and the patient is at the forefront of everything that we do and strive for at the Hermitage Medical Clinic.

 

My name is Tina Vega and I am a Business Relationship Manager here at BMC. I have been working with Wilhelm Pettersson since they purchased Remedyforce in February of this year. They went live with Remedyforce in just a few months. Wilhelm has been working extremely hard on Remedyforce and we are very excited to have Hermitage Medical Clinic featured.

 

Value Realization

When asked what do you see as the value in Remedyforce? Wilhelm stated, "We had a few goals we wanted to archive with a new service desk tool, being ITIL, Reporting and enable self-service. We are currently going on a journey of digital transformation in the Hospital and felt it was vital to get IT working in a paperless environment but accessible, and this why we partnered with Remedyforce."

 

Their previous service desk tool didn't give the ability to follow ITIL and give good reporting. They looked around the market, but Remedyforce was selected as their ticketing solution. The implementation has been a steady one, to enable a phased approach in moving to ITIL based work process. There is already value coming from the system, with better reporting and insight. As Hermitage Medical Clinic moves into 2019, they expect to roll out more of the features to get us closer to a paperless environment in IT.

 

One look is worth a thousand words – take a look at their Value Timeline:

Hermitage Medical Clinic - Value Timeline.JPG

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 



On the Horizon

When asked what are you looking to do next in Remedyforce? Wilhelm stated, "Looking at what Winter 19 brings, as well as we are going to implement OneLogin in December 2018, and this will allow us to bring all our users on board for self-service. Also, we will rollout Service Requests, Change Management, build on our CMDB and more. Plus exploring the use of the platform for our HR and Operations Department."

 

It is wonderful to hear when a customer is live with the product and to see the value they have with the Remedyforce product. 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.

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Occasionally in my wanderings across Salesforce Communities, I come across articles that are of interest to me.  I found this one on Governance from Salesforce a great quick read and wanted to share and pass along to you.  I have also attached the white paper to this post. 

 

Blog Post: Simplify or Get Left Behind: Executing Faster with Lean Governance

 

White Paper:  https://www.salesforce.com/form/conf/success-cloud/digital-trends/

 

The paper talks about trends in the marketplace that are helping organizations take on digital transformation and succeed by embracing technology in every aspect of the business and the company culture.  My favorite quote:

 

"Changing culture is like trying to move an iceberg.  The mistake leaders make over and over is that they focus their efforts on what they can see — the “above the waterline” activities, including the digital systems, processes, and structures to support their strategic vision.

 

But the real challenge — and the real opportunity for change — lies below the waterline. This includes the components that make up a company’s culture, such as normative rules, unwritten values, and cultural assumptions in the organization. Until leaders actively manage the below-the-waterline components of their transformation, they’ll fail to move their icebergs."

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Update: January 28, 2019:  RevCult is now offering for free "Field Audit Trail Cockpit BASIC - UI for Shield Field Audit Trail".  I haven't personally tested it just yet...but might be worth looking into if you have purchased Field Audit Trail and are looking for an interface vs. accessing data and managing time-frames via API.  Field Audit Trail Cockpit BASIC - UI for Shield Field Audit Trail (by RevCult) - RevCult - AppExchange

 

 

Update: December 11, 2018:  Salesforce is hosting a webinar called Data Governance: Capture the Full Lifecycle of Your Data with Field Audit Trail.  The link will allow you to register.  If you can't make the webinar or it fills up, a recording will be posted after the webinar here.

 

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We wanted to bring to your attention, a very important change that will be occurring over the next several months now that Salesforce Winter 19 has been released.

 

Salesforce has always guaranteed to retain your field history data for up to 18 months through your org, and up to 24 months via API; however up until now, it hasn’t really been enforced.  As of Winter ‘19, Salesforce is enforcing these retention periods and plans to roll out a sweeping mass delete of history objects with Salesforce Spring 19.

 

Details can be found here, but we wanted to expand on how this could impact your company.

 

What is Field History Tracking?

Field History Tracking allows you to track changes that occur for up to 20 fields per object. Salesforce will, in some cases, track the old value of the field and the new value (what the field was changed to).

 

This is all managed at the custom object level through Set History Tracking as seen below.

 

2018-11-27_13-05-37.png

 

Clicking on Set History Tracking, takes you to a page where you select which fields you want to track.

 

2018-11-27_13-07-03.png

 

Additionally, a Related List can be added so you can see the changes per object (if the list has been exposed as it has been here).

 

2018-11-27_13-11-05.png

This data that’s retained as part of Field History Tracking is kept in a corresponding object’s history file.

 

For example, our Incident object is technically BMCServiceDesk__Incident__c.  The __c indicates that this is a custom object.  It’s corresponding Field History Tracking object is:

BMCServiceDesk__Incident__History

The __c is replaced with __History.  This will be important information to know later as we talk about what you need to do now and how you plan for the future.

 

What's Changing?

Starting with Salesforce Winter 19, you can access data older than 18 months, but only in a limited fashion via either the Data Loader or the Salesforce API.  When Salesforce releases Spring 19, you will be able to access field history data for up to 24 months old via the Data Loader or the API, however, Salesforce will begin the process of removing field history data older than 24 months!

 

Additionally, once field history data reaches the 18-month limit, Salesforce retains it for 6 more months, but the data is only accessible via Data Loader or the API.  This behavior is ongoing behavior, even after Spring ’19.  Once Salesforce deletes data, you can’t use the getDeleted() API to retrieve it.

 

Why the Change?

Salesforce wants to ensure high availability of data and accommodate the fast-growing data needs of their customers, so this change is being implemented at this time.

 

What do I need to do now and how?

There are several options which we’ll describe below. Select the option that might work best for your company in the short term (before the mass delete action that will happen sometime in February or March of 2019).  This is particularly important if you need this data for compliance or audit purposes.   Additionally, we talk about longer term options that may be a better fit for your organization.

 

Salesforce Data Loader

If you’re not familiar with Data Loader, it’s a tool built on the Salesforce API that allows you to import, update, delete or export data from Salesforce.

 

Within Salesforce, in the Quick Find box, type Data Loader.  It’ll be under Data Management.  From this page you can download the EXE and install it on your workstation.

 

Once you run the Data Loader, select Export All.  Do NOT select Export because that will not get all the data that could be in your History objects.  Export All exports archived activity records and soft-deleted records.

 

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Select Password Authentication and provide your Username and Password.  Remember if you have IP Restriction enabled on your Salesforce Org, you may also need to provide your Security Token in addition to the password.

 

Once you’ve logged into the Data Loader, click Next. 

 

In Step 2, there’s some very important information.  First, you MUST select “Show all Salesforce objects”.

 

Secondly, you’ll navigate down to where the entry starts with “History:”.  In this example, we’re interested in the History: Incident (BMCServiceDesk__Incident__History) object; however, depending on which objects you’re tracking, you’ll have to go through this process for each history object where you need to keep your data.

 

Lastly select a directory and file name for the resulting CSV file.

 

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In Step 3, click on “Select all fields” so that everything is exported.  Once that’s done, you can click on Finish and the data will be exported.

 

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Salesforce API

If you have a savvy Salesforce developer on staff, they may be able to use the Salesforce API to get access to the history data and back it up for you.  This could be a one-time event, or they could set something up to occur on a regular basis.  See the following for additional details:

 

queryAll()

https://developer.salesforce.com/docs/atlas.en-us.216.0.api.meta/api/sforce_api_calls_queryall.htm

 

getDeleted()

https://developer.salesforce.com/docs/atlas.en-us.216.0.api.meta/api/sforce_api_calls_getdeleted.htm

 

Another option on the API front is Pentaho Kettle.  You can use the Salesforce Input to access the Org and run the query against the history objects mentioned earlier and port that data out to an Excel or CSV file.

 

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Special Note about CMDB

A special note about Remedyforce CMDB and Assets.  The Base Element object has the same 20 field restriction just as any other custom object. However, a while back we implemented our own history tracking capability since we knew users of Asset management would need the ability to track a larger number of fields.

 

Details of our CMDB/Asset Tracking History can be found here.  Observe that the CMDB/Asset history data is held in our own Remedyforce custom object called BMCServiceDesk__CMDB_Auditing__c.  This object is not impacted by the Salesforce changes outlined here.

 

However, the same document we just referenced for CMDB/Asset Tracking History, mentions that if you’re tracking less than 20 fields, that you should use the Salesforce Field History Tracking…which in that instance, you would be impacted based on our earlier example of Incident.  We would suggest you move to our Remedyforce Asset Tracking capability so as not to lose data (however, you should still backup your BMCServiceDesk__BMC_BaseElement__History object).

 

Long Term

The above is just a couple of suggestions to get to your data before the purge coming with Salesforce Spring ’19 (tentatively scheduled for or around February 9, 2019).  If you are in a highly regulated industry and must have this data available and accessible for longer periods of time, then Salesforce’s recommendation is that you plan on purchasing Field Audit Tracking (FAT).

 

Field Audit Tracking is an additional cost; however, it allows you and your organization to decide how long to keep your data (up to 10 years) and you can raise the number of fields that are being tracked from 20 to up to 60 fields.  Additional information about FAT can be found here.

 

https://resources.docs.salesforce.com/216/latest/en-us/sfdc/pdf/field_history_retention.pdf

 

If you decide against purchasing Field Audit Tracking, then you will need to determine how often you need to export your concerned History objects in order not to lose the field tracking data that will roll every 18 to 24 months as described previously.

 

If you are interested in Field Audit Tracking and would like pricing information, please reach out to your BMC Account Rep or your BMC Relationship Manager.

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Not a lot happening in November actually; but we still felt it important to let you know of upcoming instance refreshes, etc.

 

Sandbox Migrations

Yes...sandboxes go through migrations as well!

 

November 18, 2018, 05:00 - 06:30 UTC

CS40, CS42, CS44, and CS45

 

See pages 10 - 11.

 

Updated Instance Refreshes

November 18, 2018, 08:00 - 11:00 UTC

NA7, NA24, NA35

 

November 18, 2018, 08:00 - 10:15 UTC

NA43

 

December 1, 2018, 15:00 - 19:00 UTC

AP1

 

January 19, 2019, 22:00 - 02:00 UTC

EU6

 

January 20, 2019, 03:00 - 07:00 UTC

EU1 & EU4

 

See pages 12 - 15

 

Site Switches

December 2, 2018, 03:00 - 04:00 UTC

NA33

 

December 2, 2018, 03:00 - 05:00 UTC

CS32

 

See pages 18 - 20

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Salesforce Reports/Objects and Excel

 

Microsoft Excel has a tab on the Menu Ribbon called 'Data', which you can use to pull in data 'From Salesforce Objects' and 'From Salesforce Reports' straight into your worksheet.  I use this option frequently if I have report data in Remedyforce that I then want to produce graphs/charts, and a pivot table from.

 

By opening up Excel and pulling the data in from Salesforce, it presents you with a nice looking spreadsheet, and the best part is that if we want to refresh the data, you don’t need to go through all of the setup steps again, you just need to click the refresh button on the Data ribbon tab, or, right-click the external data range and select Refresh.  Excel will go back to the data source, retrieve the updated data and drop it, automagically, into the worksheet.

 

How to Pull the Salesforce Data

 

The basic process (in case you wish to pull in data from other external sources) is that you first identify the type of data source and then the location.  Depending on the type of source, you’ll have appropriate options. For this post, I am using Salesforce Reports as my data source.

You tell Excel that we want to retrieve data from an external source by first identifying the type of source. This is done by selecting the appropriate ribbon icon from the Data tab as shown below.

Excel Salesforce.JPG

You will then be asked to log into your Salesforce/Remedyforce Org (Excel remembers you have logged into this Org after the first time)

 

Excel Salesforce 2.JPG

 

You will be presented with a list of Salesforce Reports from your Org - start typing in the name of your Report, and click on 'Load'.  This will pull the report data into Excel

 

Once the data is displayed in your worksheet you can start to manipulate the data with pivot tables, charts and graphs.

 

Excel Salesforce 3.JPG

 

Save your worksheet/workbook, and then you can refresh the data in the report when you like - it updates the source data

Excel Salesforce 4.JPG

 

For recurring processes, the External Data feature is probably more efficient than the standard copy/paste approach, or 'export details' from Salesforce Reports since you simply click the Refresh button to retrieve updated data.

 

Remedyforce

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Congratulations to City of Hope National Medical Center on their transition to Self-Service 3.0!!!  They went live with the current version of Remedyforce Self-Service on October 1st, and are now leveraging the power of Smart Suggestions to promote Remedyforce as a “Self-Help” interface.  The Smart Suggestions feature promotes self-service usage by enabling clients to resolve their own issues often before they submit an incident ticket or service request.

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The ITS organization at City of Hope National Medical Center currently supports approximately 6,400 client users.  The department selected the cloud-based BMC Remedyforce ITSM to replace the Touchpaper software system in 2013, and were swift adopters of much of Remedyforce’s broad capabilities and ITSM process areas.

 

The success of critical initiatives such as self-service depends on employee uptake and utilization and since the go-live of Self-Service 3.0, City of Hope client users have supplied very positive feedback about the new 3.0 interface on their laptops and mobile devices.  The intuitive portal user interface displays the service catalog to clients and lets them quickly get the help they need via knowledge articles, chat, or request submittal.

 

Smart Suggestions

City of Hope enabled the Smart Suggestions feature so the Smart Suggestions pane slides out when clients enter data in any of these three fields: Description, Category, or Service. Based on the data that the client enters, Smart Suggestions show the relevant information in the following sections and in the order that they were configured to be displayed:

  • Self Help Articles (Knowledge Articles)
  • Common Tickets
  • Service Requests
  • Broadcasts

Smart Suggestions.png

How the Smart Suggestions search works

Records are displayed in the Smart Suggestions pane based on the value entered in any of the three Category, Description or Service fields.  Depending on the values entered in these fields, a search is carried out to obtain a result that contains all values combined.

 

If there are no matching results for all the combined values, a search is carried out for separate values for each field.

 

If a search returns more than 15 results for a section, only 15 records are shown for that section.

 

If a client enters a value in the Service field, knowledge articles and service requests that are linked to the service are also displayed.

 

If there are no results from the search, the Smart Suggestions pane is not displayed.

 

Metrics hoping to achieve (and currently do):

Remedyforce Administrator, Michael Fabricius and the City of Hope ITS department plan to capture more in-depth SLA metrics as well as more self-service metrics with the intention of serving client employees even better.

 

What’s on the horizon now that City of Hope are live with Self Service 3.0

The continued promotion of clients submitting specific common requests for faster routing as well as clients obtaining answers (Knowledge Articles) quickly with Smart Suggestions. City of Hope intends to expand out its Knowledge Base further for client use.  By providing clients more helpful information with new Knowledge Articles in Smart Suggestions, City of hope is providing better service each day using Remedyforce.

 

Congrats and way to go City of Hope!

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City of Hope is a world leader in the research and treatment of cancer, diabetes, and other serious diseases. We deliver scientific miracles that make lives whole again.  Compassion is the heart of our approach and the driving force behind all our discoveries. Founded in 1913, City of Hope is one of only 49 comprehensive cancer centers in the nation, as designated by the National Cancer Institute.

 

Each innovative treatment we create gives people the chance to live longer, better and more fully.

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Is it October...already?  This year has flown by.  September was pretty much a blur for me as I had back to back travel out in California at the end of September and first week of October.  Somewhere in there I get a really good trail run thrown in.  Below is a picture of downtown San Francisco from Lone Tree Spring on the Dipsea Trail from Stinson Beach to Muir Woods.

 

That tall building?  That's the newly opened Salesforce tower!  Even on a trail run I can't get away from work or Salesforce! 

 

IMG_1498.jpg

 

Speaking of Salesforce, let's move on to the Salesforce October 2018 Tech Update!

 

Salesforce Winter 19

Roll out of Salesforce Winter 19 started last weekend (October 5th).  The remaining instances will be completed this coming weekend (October 12th). 

 

See Page 5 for details.

 

Sandbox Migrations

October 20, 2018: 23:00 - 00:30 UTC:  CS1, CS2, CS4, CS22, CS24, CS27, CS28, CS41, and CS43

November 18, 2018: 04:00 - 05:30 UTC: CS40, CS42, CS44, CS45 and CS46

 

See Pages 13 & 14.

 

Instance Refreshes

Sunday, October 21, 2018: 02:00 - 05:00 UTC: NA3, NA6, NA30, NA31

Sunday, November 18, 2018: 08:00 - 12:00 UTC: NA7, NA24, NA35, NA43

Saturday, December 1, 2018: 15:00 - 19:00 UTC: AP1

 

See Pages 15 - 18.  Slide 17 shows the potential new instance names for each instance refresh.

 

 

Site Switches

Continuous Site Switching entails switching each Salesforce instance to its ready site approximately once every six months for maintenance, compliance, and continual improvement disaster recovery capabilities. 

 

October 20: CS20, CS21, NA65, NA66

October 21: NA42, NA69, NA72, NA76

November 3: NA33*, CS93, CS94, CS95, CS96

November 17: CS25, CS26, CS92, CS97

December 1: CS47, CS77, CS78, CS79

December 15: NA39, NA45, NA61, NA62

January 19: EU10, EU12, NA54, NA67

January 20: NA40, NA47, NA51, NA63

 

Pages 23 - 24.

 

Salesforce System Maintenance Schedule

See Page 25 for all the details.

 

Feature Retirements

  • Classic Dashboards Retiring July 1, 2019. Starting Winter ’19, you’ll see an end-of-life banner on the classic designer edit screen, reminding you to convert your classic dashboards. During this time, you will not be able to create dashboards in the classic designer, but you will still be able to edit them and use the public REST APIs to retrieve, modify, and create classic dashboards.  Note: We're in touch with Salesforce to understand "exactly" what this means.  We'll update as we get more detailed information.  See Page 28 for details.
  • SOAP API Legacy Versions to retire in Winter 19.  With the Winter ‘19 release*, Salesforce will retire and no longer support SOAP API legacy versions: 1.8, 2, 2.2, 2.5, 3, 4, 5, and 6.  See Page 30 for details.
  • Legacy Reports and Dashboards Tab to Retire Summer '19.  With the Summer ’19 release, customers using the Legacy Reports and Dashboards tabs will automatically be upgraded to the Salesforce Classic Reports and Dashboards tab. Customers using Lightning Experience will not see any changes.  All customers will continue to be able to access their data after this date.  Most customers are using the Classic Reports and Dashboards today.  See Page 32 for details.

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