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BMC Helix Remedyforce

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Is it really August already?  Those of you with kids are probably gearing up to get the kids back to school and all the craziness of their schedules that come along with this time of year.  As for me, well, in 12 days, it's kickoff for NCAA Football!!!!!!  I'll be soon hold up in the living room with two or three TVs, chicken wings, nachos and in football heaven!  The season can't come soon enough!

 

Anyway, let's get on with the latest Salesforce Tech Update shall we?

 

Salesforce Winter '20!

Check out the key dates for Salesforce Winter '20.  You can sign up for pre-release orgs starting no August 15th, Sandbox Previews will start  on September 6th, and production release happening the first two weekends of October.

 

Details on Page 5.

 

Requirements for the Salesforce Mobile App - Apple iOS & Android

The Salesforce for iOS mobile app will now require iOS 12.0 and higher in v220.0, which will be released alongside Salesforce Summer '19.  Users of prior versions of iOS will be able to continue using the current version of the mobile app, but will not be able to upgrade to v220.0 (Summer '19 release).

 

alesforce App for Android is retiring support for Android 5.0 with the Summer '19 release.  You will be required to use Android 6.0 or higher.  Customers using Android 5.0 will not be able to upgrade to v220.0 (Summer '19 release) or do a fresh install of the app.  If the app is already installed, they can continue using it, but they should be advised to plan an upgrade due to the OS no longer receiving security updates from Google.

 

See pages 6 & & for details.

 

Introducing the new Salesforce Mobile App (Coming later this year)

You can participate in the pilot.  You can apply here.  See page 8 for additional information.

 

 

Instance Refreshes

NA51, NA56, NA63: November 3, 2019, 08:00 - 12:00 UTC

 

Instance Name Changes

 

November 3, 2019, 08:00 - 12:00 UTC

NA51 --> NA118 or NA126

NA56 --> NA120 or NA121

NA63 --> NA134 or NA171

 

See pages 10 through 13 for details.

 

Feature Retirements

Salesforce Mobile Web Experience: Previously, you could experience Salesforce on your mobile device via the downloadable mobile app or through your mobile web browser.  Starting with Salesforce Summer '20, you will need to download the Salesforce app to access your Salesforce data on mobile devices.  See page 25 for details.

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BMCHelix-Remedyforce-logo-UI-Only.pngsummer19.JPG

 

We are pleased to announce that the BMC Helix Remedyforce Summer 19 release is now generally available. We are excited to announce several capabilities in this release.

 

We continue to build the capabilities of our chatbot offering with omnichannel support as well as support for other languages. There is more to cognitive service management than just our chatbot. Using the Helix Cognitive Service and your historical data, auto categorization automatically categorizes incidents that do not have a category.

 

Our CMDB user experience modernization journey continues. We are delivering some more of your high-priority asks from last year's survey. Having complete information of events on the incident along with passing incident information back to TrueSight makes a more complete ITOM integration story. Field Source Priority maintains the integrity of your configuration management data by preventing unwanted updates. By introducing cloud tags, we are leveraging BMC Discovery's ability to discover additional data associated with cloud instances.

 

After the Winter 19 release, we received great feedback about the new message scrolling interface for broadcasts in Self Service and how clients loved it. In this release, we have extended the interface to the Console as well so that your staff can focus on whatever they are doing on the Console without being distracted by the scrolling broadcasts. And yes, with the new message scroll, they still see the broadcasts. The ability to print was sorely missing on Lightning Experience, wasn't it? Not anymore. With Request Definition Entitlement for Staff, you can have multiple service desk teams work on the Console without being able to access each other's service request definitions.

 

In Self Service, we are introducing Dynamic Field Rendering which will simplify your incident forms. Service request forms can now display fields in two columns, which reduces scrolling, especially on long forms. We want to let you know that we are listening to you by delivering the top-voted ideas in improving the service catalog experience.

 

Here is a complete list of the capabilities of the release:

Cognitive Service Management

BMC Helix Chatbot

In addition to Self Service 3.0, we are offering omnichannel support for leveraging the BMC Helix Chatbot. The supported channels are Skype for Business - Office 365, Slack, and SMS through Twilio. With support for multiple languages, end-users can engage in chat conversations with the Chatbot in their language.

Auto Categorization

The BMC Helix Cognitive Service can automatically assign a category to incidents based on your historical data. Once you configure the confidence score for auto categorization and upload historical data, the service can automatically assign categories to incidents if the matches found exceed the confidence score. It can also suggest a category.

 

CMDB Enhancements

Lookup Filters on Base Element

Lookup filters can be created to show a smaller list of records when a lookup is invoked reducing the clutter of records that one must go through to select the appropriate value. The lookup can be configured to allow all records to be displayed.

Increased Mass Change Limits

It is now possible to update up to 200 records at a time, a 10X increase over the previous limit.

TrueSight Integration

We now have much tighter integration with TrueSight Operations Management. The enhancements include configurable mapping of TrueSight event fields to Remedyforce incidents, linking of CIs on incidents and passing the Incident ID back to TrueSight.

Linking of Services, CIs, and Assets

A single, consolidated method to link, services, CIs, and assets on incidents has been introduced through a slider similar to the Activity Feed that your staff is already familiar with.

Enhanced Search

When performing a search to link a service, CI, or asset, the features from the CMDB main page such as advanced search and page controls are now available. These enhanced search capabilities are available for all Console modules such as incident, service request, task, change request, release, and broadcast.

CMDB Field Source Priority

You can now set up field source priority rules for each field to control whether an update to a field from a specific source should be accepted.

CMDB Explorer: Class Filtering

The CMDB Explorer can be quite complex to view if there is a large number of items belonging to a variety of classes. We now offer the option of filtering by class to remove the noise.

Improved Relationship Management

Multiple relationships can be added or removed at a time.

Cloud Tagging

Cloud tags are values that can be assigned to a cloud instance and discovered by BMC Discovery. We are enhancing the current CMDB Tag class to capture additional tag attributes.

 

Console Enhancements

Printing in Lightning Experience

After Salesforce facilitated support for printing in Lightning Experience in a recent platform release, we have enabled it in the Remedyforce Console.

Message Scrolling for Broadcasts

With message scrolling, broadcast messages scroll from the bottom to the top. Opting in to message scrolling not only provides a better experience to users, but it also prepares you to not be impacted if, in the future, browsers stop supporting the marquee tag that the text scrolling option relies on.

Identify Records with Attachments

Agents can quickly identify records that have attachments through a new field on the Console. This field is automatically added to the columns displayed on the Console. The field displays the universal paper clip icon indicating that there is at least one attachment associated with the record. A mouse hover shows recent attachments in a pop-up.

Request Definition Entitlement for Staff

In addition to setting up entitlement for end-users, SRDs now have entitlement for staff as well. Access to staff is administered through accounts, profiles, and permission sets. An additional setting will prevent staff from accessing existing records if they do not have access. To make SRD entitlement for end-users tighter, a new setting prevents end-users not associated with any account from accessing SRDs, if so configured.

Concurrent Operational Level Agreement (OLA) Targets

A common use case is that when records are reassigned to a different queue, the OLA clock must stop. This feature makes it possible to control the clock status when the record ownership changes. In addition to the current behavior of canceling the OLA target, we now offer two more options: Pause, to pause the OLA clock and Running, to keep it running.

Email Signature Filter Rules

Emails having rich text signatures are no longer treated as attachments by the email listener. This is achieved by not saving attachments of small sizes or those matching a predefined list of filenames.

 

Self Service

Configurable Sidebar

Visibility of tiles in the sidebar can be controlled through the entitlement model of accounts, profiles, and permission sets. This allows making certain sidebar tiles visible to certain segments of end-users.

Two-column Layout for Service Requests

Service Requests can be rendered in two columns.

Dynamic Field Rendering on Tickets

The ticket form can expand dynamically and expose more fields based on certain field values. For example, if application support tickets require additional details, such additional fields can be rendered only when the category is Application Support.

Service Catalog Enhancements

The service catalog has been enhanced with icons and descriptions. Additionally, it is displayed in multiple columns.

Other Enhancements

Value Adoption Dashboard

Badges can be shared on BMC Communities where they will appear as discussions in the BMC Helix Remedyforce space. Other community participants can engage with the person to understand their best practices.

 

Call to Action

 

The Insights deck with additional links is attached to this post.

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Back in March 2019, I threw up this Blog on Salesforce Auto-Transition to Lightning Experience.

 

So a few things have changed that warranted an update so I figured to keep it simple, I'd bring you another blog post.

 

So first things, first.  Ignore that other blog post.  It's a brave new world and I hope to break it down for you.

 

Starting with Salesforce Winter '20, there is a Critical Update called "Turn on Lightning Experience" that will be auto enabled on October 11, 2019 (your date may vary depending on when your instance is upgraded to Salesforce Winter '20).

 

You'll probably notice this Critical Update is already active in Org.  However, on or about October 11th, the Critical Update will go into effect.  So what exactly does this critical update do?

 

First, it will automatically turn on Lightning Experience in your org.  What we mean by this, is that after the Critical Update is made permanent, when you navigate to Lightning Experience Transition Assistant and click on "Get Started"

 

and then navigate to Path 2 Roll Out Phase and click on "Go to Steps"

 

 

and finally go to Step 4, Launch Lightning Experience, the "button" to turn on Lightning Experience will be set to On, however, it will be grayed out as you will not be able to turn off Lightning Experience from this point forward.

 

 

Any out of the box Salesforce profiles, such as System Administrator, Standard User, Standard Platform User, will all have the "Lightning Experience User" permission turned on by default.

 

How can you determine what a Salesforce out of the box profile is?  When you navigate to Manage Users | Profiles, you'll see a list of all the profiles in your Org.  Any profiles whose only actions are Edit and Clone are Salesforce out of the box profiles.  All other profiles that have Edit | Del | Clone are really custom profiles; that includes profiles you may commonly associated with BMC Helix Remedyforce such as ServiceDesk Staff or ServiceDesk Client.

 

 

If you have users assigned to any of the Salesforce out of the box profiles, those users will find themselves now in the Salesforce Lightning Experience.  Other users that may be in customer profiles may not find themselves in the Lightning Experience, but if they do, that means more than likely either their profiles has the Lightning Experience User permission enabled:

 

 

Or they may have a permission set assigned to them where the Lightning Experience User permission has been granted to them. 

 

Keep this in mind if you have users who may not be ready for Lightning.  You'll probably want to do a review in anticipation of this change and take the appropriate actions. Additionally, after October 11th, keep in mind if you clone a Salesforce out of the box profile, that the Lightning Experience User permission will be enabled by default.

 

For additional details or questions, we refer you to the Turn On Lightning Experience Critical update FAQ.  Please note that Salesforce Classic is still available; however, users may find that have to switch back if that is their preference and they fall into an standard profile.

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Most service management organizations have no idea how to measure the adoption of their service management solution. This is in part because their solution does not provide a way to measure adoption. Thankfully, Remedyforce does! My blog on the topic: Measuring the Value of Your Service Management Adoption – BMC Blogs

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It's been a while since I've added any fluff here, so here goes.  Time away from work to recharge, refresh, and realign is always a good thing.  I just got back from a week in Montana (running the Missoula Marathon, Half, and 5K.  I did the 5K).  Then it was time for trying my hand at fly fishing (I'm not very good; but caught this Northern Pike Minnow.  Yeah...it's a Minnow ), and then on to Yellowstone National Park and Grand Teton National Park.  Got in a fantastic back country hike through the Cascade Canyon.  It was absolutely stunning!

 

IMG_3187.png                                                       IMG_3186.png

 

IMG_3188.png

 

And now it's back to work; and guess what?  Big things are afoot!

 

First up, our BMC Helix Remedyforce Summer 19 release is pending.  Have you joined our BMC Helix Remedyforce Summer 19 Early Access Program?  If not, you should!  You'll get a sneak peak of our upcoming release, great content on the features being added as well as demos of those features!

 

Also on the docket?  We are hard at work on BMC Immersion Days: 3 Days of Learning and Networking!  We're planning even more BMC Helix Remedyforce sessions beyond the four listed, so please join us!  We'll be updating the blog as we settle on the additional sessions.  Have an idea for a session?  Please let us know!

 

And with that..lets get on with the Salesforce Tech Update for July 2019 shall we???

 

Requirements for the Salesforce Mobile App - Apple iOS

The Salesforce for iOS mobile app will now require iOS 12.0 and higher in v220.0, which will be released alongside Salesforce Summer '19.  Users of prior versions of iOS will be able to continue using the current version of the mobile app, but will not be able to upgrade to v220.0 (Summer '19 release).  See page 6 for details.

 

Requirements for the Salesforce Mobile App - Android

Salesforce App for Android is retiring support for Android 5.0 with the Summer '19 release.  You will be required to use Android 6.0 or higher.  Customers using Android 5.0 will not be able to upgrade to v220.0 (Summer '19 release) or do a fresh install of the app.  If the app is already installed, they can continue using it, but they should be advised to plan an upgrade due to the OS no longer receiving security updates from Google.  See page 7 for details.

 

Introducing the new Salesforce Mobile App (Coming later this year)

You can participate in the pilot.  You can apply here.  See page 8 for additional information.

 

Instance Refreshes

NA33: July 21, 2019, 02:00 - 06:00 UTC

NA40 & NA50: July 21, 2019, 07:00 - 11:00 UTC

NA42 & NA78: August 4, 2019, 07:00 - 11:00 UTC

 

See page 11 for details.

 

Instance Name Changes

July 21, 2019, 02:00 - 06:00 UTC

NA33 -> NA117 or NA119

NA40 -> NA141 or NA142

NA50 -> NA122 or NA124

 

August 4, 2019, 07:00 - 11:00 UTC

NA41 -> NA113 or NA114

NA78 -> NA115 or NA116

 

Details on page 12.

 

Continuous Site Switching

August 17, 2019: EU15, EU17, NA65, NA66, NA70

August 19, 2019: NA90

September 7, 2019: EU14, EU16, EU18

September 8, 2019: NA94, NA95

 

See page 20 for details.

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Come join us in Santa Clara, CA (September 16th - 18th) as we talk all things BMC!  We have a number of sessions lined up for Remedyforce already, but would love your input on what you would like to see presented.  What Remedyforce topics/tracks would you be interested in?  We’re accepting suggestions for the next couple of days and we’ll try and narrow it down to a couple that we can try and present at the conference.  Not to worry though.  If your idea doesn’t make it for the conference, we may look at putting together a tech learning series using your suggestions!

 

Below are the current sessions we have planned specific to Remedyforce.

 

  • What’s New in BMC Helix Remedyforce: Learn about the latest new capabilities in BMC Helix Remedyforce as well as future direction.  This session is designed for current Remedyforce customers and users.
  • Self Service in BMC Helix Remedyforce (including Chatbot): Learn about how customers are using Self Service with Remedyforce, including how to drive better adoption and how to automate simple tasks leveraging BMC Helix Chatbot.
  • Extend BMC Helix Remedyforce with Asset Management and Discovery: Learn how you can optimize incident, problem, and change management in Remedyforce using our built in asset management and discovery capabilities along with extensions through BMC Helix Discovery, BMC Helix Remedyforce Premium and Premium Plus.
  • BMC and Snow Software – Elevating ITSM: Learn more about how the BMC and Snow Software’s partnership can elevate your ITSM solution by leveraging BMC Helix ITSM/CMDB, BMC Helix Discovery and BMC Helix Remedyforce.  The benefits range from improving the accuracy of your CMDB to providing a comprehensive software asset management solution.

 

Let us know what topics you’d be interested in and we’ll see if we can add it or start building a backlog of virtual sessions we can start building and presenting!

 

We look forward to hearing from all our great customers!  More details about the conference will be upcoming!

 

Remedyforce Product Management Team

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Salesforce Summer '19 is here!

Salesforce Summer '19 was pushed to orgs this past weekend and the remaining orgs will be updated this coming weekend (June 14/15th).  Details can be found on page 5.

 

Requirements for the Salesforce Mobile App - Apple iOS

The Salesforce for iOS mobile app will now require iOS 12.0 and higher in v220.0, which will be released alongside Salesforce Summer '19.  Users of prior versions of iOS will be able to continue using the current version of the mobile app, but will not be able to upgrade to v220.0 (Summer '19 release).  See page 6 for details.

 

Requirements for the Salesforce Mobile App - Android

Salesforce App for Android is retiring support for Android 5.0 with the Summer '19 release.  You will be required to use Android 6.0 or higher.  Customers using Android 5.0 will not be able to upgrade to v220.0 (Summer '19 release) or do a fresh install of the app.  If the app is already installed, they can continue using it, but they should be advised to plan an upgrade due to the OS no longer receiving security updates from Google.  See page 7 for details.

 

Instance Refreshes

NA33 & NA44:  July 21, 2019, 02:00 - 06:00 UTC

NA40 & NA50:  July 21, 2019, 07:00 - 11:00 UTC

NA42 & NA78:  August 4, 2019, 07:00 - 11:00 UTC

 

See page 11 and 14 for details.

 

Instance Names

July 21, 2019: 02:00 - 06:00 UTC

NA33 -> NA117 or NA119

NA40 -> NA141 or NA142

NA44 -> NA110

NA50 -> NA122 or NA124

 

August 4, 2019: 07:00 - 11:00 UTC

NA42 -> NA113 or NA114

NA78 -> NA115 or NA116

 

See page 12 for details.

 

Continuous Site Switching

July 6, 2019: AP14, AP15, EU13, NA61, NA64, NA79

July 7, 2019: NA49, NA57, NA87

August 17, 2019: EU15, EU17, NA65, NA66, NA70

August 19, 2019: NA90

September 7, 2019: EU14, EU16, EU18

September 8, 2019: NA94, NA95

 

See page 20 for details.

 

 

 

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We are always striving to improve the Helix Remedyforce solution. Below is a quick, 3 question survey regarding our Remedyforce documentation to help identify our strengths and areas for improvement.  Please complete this 5 minute survey to help us improve our documentation.

 

Online Survey - Remedyforce Documentation

 

Regards,

The Remedyforce Helix Team

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Salesforce Summer '19

Salesforce Summer '19 has already been rolled out to a subset of Sandboxes.  The official release dates for production are currently the weekends of June 7th and June 14th.

See pages 5 - 6 for details.

 

Requirements for the Salesforce Mobile App (fka: Salesforce1)

Apple iOS requirements

The Salesforce for iOS mobile app will required iOS 12.0 and higher in v220.0, which is planned to be released alongside Salesforce Summer '19.  Salesforce is ending support for versions 11.x and lower so that they can focus their resources on supporting the most recent OS versions that the majority of their customers use.

 

Android OS requirements

Salesforce App for Android is retiring support for Android 5.0 with Salesforce Summer '19 release.  You will be required to use Android 6.0 or higher.  This change will provide a more secure experience for Android users as well as allow Salesforce to deliver new features not possible if they continued support for Android 5.0.

 

See pages 7 - 8 for more details.

 

Instance Refreshes

EU9: June 2, 2019, 02:00 - 06:00 UTC 

NA33 & NA44: July 21, 2019, 02:00 - 06:00 UTC

NA40 & NA50: July 21, 2019, 07:00 - 11:00 UTC

NA42 & NA78: August 4, 2019, 07:00 - 11:00 UTC

 

See page 12 for details.

 

Instance Names

June 2, 2019, 02:00 - 06:00 UTC

EU9 -> EU29 or EU30

 

July 21, 2019, 02:00 - 06:00 UTC

NA33 --> NA117 or NA119

NA40 --> NA141 or NA142

NA44 --> NA110

NA50 --> NA122 or NA124

 

August 4, 2019, 07:00 - 11:00 UTC

NA42 --> NA113 or NA114

NA78 --> NA115 or NA116

 

See page 13 for details.

 

Site Switches

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, NA87

 

See page 22.

 

Feature Retirements

For those who may be using the Salesforce Agent Console for Customer Service, it will be retired in the Salesforce Spring '20 Release.  Admins will need to plan on transition users to the Lightning Console.  This has no impact nor should it be confused with the Remedyforce Console.

 

See page 33 for details.

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We’d like to shine the spotlight to Evergreen School District

 

 

 

Evergreen School District 114 is one of the largest school districts in Washington State. They have been using Helix Remedyforce to support their students and faculty since 2014. 

 

Value Realization Evergreen School District.jpg

The Evergreen team relies on Helix Remedyforce to help support multiple departments and they continue to grow and evolve their growing business needs.  Evergreen not only uses BMC Helix Remedyforce to support its schools, but also as a learning platform.  In 2017, Evergreen provided Middle and High School students a Chromebook to utilize. Students use the Chromebook to engage with different learning materials and applications that allow them to learn and study in alternative ways.  For instance, Students have created their own websites, tutorial videos, and newscasts for homework assignments. This allows them to not only be creative with assignments but to demonstrate what they have learned.

 

 

Look at their Value Timeline!

 

Off to the Races

It is so wonderful to hear when a customer is using BMC Helix Remedyforce in a new and unique way, that is also helping the next generation.  We are very excited for the Evergreen Team and look forward to what their students will achieve in the future!

 

On behalf of the entire Remedyforce team, CONGRATULATIONS!

 

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

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Salesforce is requiring an upgrade to TLS 1.2 by September/October 2019 in order to align with industry best practices for security and data integrity.

 

Details can be found here:  https://help.salesforce.com/articleView?id=000221207&type=1

 

Many of you may remember a few years ago when Salesforce disabled TLS 1.0; this is a similar action, but now applies to TLS 1.1.  Current versions of TLS are now 1.2 and 1.3.

 

Below are a few points; however, we encourage you to check out the link mentioned above for more specific details.

 

How will customers be impacted?

After Salesforce disables TLS 1.1, any inbound connections to or outbound connections from your Salesforce org that rely on TLS 1.1 will fail.  This will impact a number of Salesforce services, including access to websites including Salesforce Communities, Customer and Partner portals, Force.com and Site.com.

 

How and when will Salesforce implement the change?

The timeframs for disabling the use of TLS 1.1 in your Salesforce environment can be found below.  Each listed service must be compatible with TLS 1.2 or later by the dates indicated.

 

ServiceTLS 1.1 Disablement Schedule

June 2019

New production orgs created with Salesforce Summer '19 or later

TLS 1.1 is disabled by default.

 

New production orgs created with Summer '19* or later will have the "Require TLS 1.2 or higher for HTTPS connections" Critical Update Console (CRUC) setting auto-enabled.  This will disable TLS 1.1 by default.

 

*June 2019

September 20, 2019

Existing Sandbox Ogs

September 20, 2019, TBD PDT (UTC)

 

All existing sandbox orgs - whether existing, refreshed, or new - will have TLS 1.1 automatically disabled and will required TLS 1.2 or later in HTTPS connections to or from the sandbox org. 

October 25, 2019

Existing Production Orgs

All existing production orgs will have TLS 1.1 automatically disabled and will require TLS 1.2 or later in HTTPS connections to or from the production org.
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Ah Spring.  I love this time of year.  Except here's how my typical week goes.  Monday - Friday, the weather is warm and beautiful.  I know this because as I sit in my home office working, I can see how lovely it is outside.  However, once the weekend arrives so does the rain, cold and wet!  I can't seem to catch a break.  It cuts into my running time for sure!  

 

Anyway, let's get on with the Salesforce April 2019 Tech Update shall we?

 

Salesforce Summer '19

Sandbox preview starts May 3rd and the release weekends are scheduled for May 17th, June 7th, and June 14th.

 

Check out page 5 for all the key dates.

 

Requirements for the Salesforce Mobile App (iOS)

The Salesforce for iOS mobile app will require iOS 12.0 and higher in v220.0, which is planned to be released alongside Summer '19.

 

See page 6 for details.

 

Requirements for the Salesforce Mobile App (Android)

Salesforce App for Android is retiring support for Android 5.0 with the Summer '19 release and you will be required to use Android 6.0 or higher.

 

See page 7 for details.

 

Instance Refreshes

EU9: June 2, 2019, 02:00 - 06:00 UTC

 

See pages 11 - 14 for details.

 

Instance Names

June 2, 2019:  EU9 --> EU29 or EU30

 

See pages 12 - 14  for details.

 

Site Switching

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

 

April 20, 2019:  EU7, EU8, EU12, NA63

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, NA87

 

See pages 19 - 20.

 

Support for Internet Explorer v9 and 10 Retired

Support for Internet Explorer v9 and 10 ended on April 5, 2019.  While you may be able to continue to access Salesforce Classic using IE9 and IE10, Salesforce will not provide support for any issues you may encounter using these browsers.  This also applies to support for Remedyforce with these browsers.

 

See page 29 for details.

 

You can see all this and other details in the attached!  Thank you!

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Overview

Smart Suggestions feature enables, Self Service 3.0 users to see recommendations when submitting a ticket. When a client opens a new ticket form, a list of relevant common ticket templates, service requests, broadcasts, and self-help articles is displayed as Smart Suggestions. Clients can use Smart Suggestions for a quick reference.

 

For example, while creating a ticket related to a printer, the client might find that a common ticket already exists in Smart Suggestions for that particular printer issue. The client can select the ticket and submit it.

 

Smart Suggestions appear in the ticket window when a client enters more than two characters in the Description, Category, or Service fields. Based on the text that the client enters, the Smart Suggestions feature provides quick and easy access to relevant information.

 

Enabling Smart Suggestions

To make Smart Suggestions available to clients in Self Service 3.0, Remedyforce administrators can enable this feature as follows:

  1. Click Remedyforce Administration > Configure Self Service > Tickets Layouts
  2. Click Configure Smart Suggestions.
  3. On the Configure Smart Suggestions tab, select the Enable Smart Suggestions check box.

 

   4. From the following check boxes in the Show Smart Suggestions for section, select the appropriate options: 

    • Broadcasts
    • Knowledge Articles
    • Common Tickets
    • Service Requests

   5. Click Save.

 

How Smart Suggestions work

Once the Smart Suggestions are enabled, when a client opens a new ticket form, the Smart Suggestions pane slides out as soon as the client enters more than two characters in any of the following fields:

  • Description
  • Category
  • Service

Based on the text that the client enters, Smart Suggestions show the relevant information in the following sections and in the order that the administrator had configured:

  • Self Help Articles
  • Common Tickets
  • Service Requests
  • Broadcasts

Note that any changes made in the Description, Category, or Service fields results in a fresh set of suggestions.

 

Which records shown in the search result

Only those records are shown in various sections to which the client has an entitlement (account, profile, and permission set). For different sections, records are shown based on the following conditions:

:

·   Common Tickets: Shows only those templates that are active and selected under common requests..

·   Service Request: Shows only those request definitions that are active and set as online.

·   Self Help Articles: Shows only those knowledge articles that have the Display in Self Service check box selected and the status as published. All record types as well as custom record types are supported. Note that the Self Help Articles section displays only the Remedyforce knowledge articles and not the Salesforce knowledge articles.

·   Broadcasts: Shows only those broadcasts in the list that are active, available for the date range, and have the Display in Self Service check box selected.


What happens when a record is selected

 

The detail flow of what happens when a user selects from each accordion is as follows:

  • Ticket Template:
    • The form is replaced with pre-populated mapped field values from the selected template.
    • There is no Back link or button on this form.
    • The Smart Suggestions pane is closed once the user selects a template.
  • Service Request:
    • There is no Back link or button on this form.
    • The Smart Suggestions pane is closed once the user selects a template.
  • Self Help Article:
    • The Ticket form is overlapped by the knowledge article view.
    • There is a Back button on this view to navigate to the original form.
    • The Smart Suggestions pane remains open so that the users can switch between different suggested articles.If the user clicks the Submit button stating that the article met the needs, then the article, the Submit Ticket form, and the Smart Suggestions pane are all closed. Otherwise, the user can navigate back to the Smart Suggestions pane.

 

 

  • Broadcast:
    • The top section that displays details of the selected broadcast.
    • The bottom section that displays a list of all broadcasts t are available in current Smart Suggestions. (Only Priority and Message will be displayed in list)

The Broadcast modal window has a Back button, a Cancel button, and Close  to navigate to the original ticket form.

 

Few considerations

  • The existing Submit a Ticket form remains open as is and the Smart Suggestions pane slide out only when the client starts typing in the Description field or populates the Category or Service lookup.
  • Smart Suggestions sections are displayed as accordion sections (with counts in header) and rich lists having icon, title and short description.
  • Each section shows a maximum of 15 records.
  • By default, the first section is shown as expanded. If the first section does not have any records to display, then the next available section with records is shown as expanded.
  • Clients can click any information from any section. When clients click a record, the record is shown in the same pane as the ticket.
  • Only when matching results are found, the Smart Suggestions pane is shown with the number of records found for each section. If suggestions are not found, the suggestion pane is not shown.
  • Clients can close Smart Suggestions by clicking on Close(X). This is applicable only for the current ticket form. Once the Smart Suggestions pane is closed, no calls are made to fetch the suggestions.
  • The Description__c (Long Text Area) field is used to show the description on Smart Suggestions. If the Description_Rich_Text__c field is used to store the SRD description, the description will be blank on the Smart Suggestions result pane.
  • 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 matching results for all the combined values from different fields, a search is carried out for separate values in each field. If there are still no results from the search, the Smart Suggestions pane is not displayed.
  • Service request search does not show result if only category is entered. It shows result for only Service, only Description, Service/Description & Category combinations.
  • Showing Smart Suggestions on Template form - When any template from the Smart Suggestions result is selected and opened, then the Smart Suggestions pane window is not shown.
    However, when the template is opened from other entry points like Home page or Superbox search results, then Smart Suggestions is displayed.
  • Smart Suggestions is not displayed when a submitted ticket is copied.
  • Self Service branding is not applicable for Smart Suggestions.

Settings applicable for this feature

  • Service requests and the ticket templates are shown in one section only if the following setting is selected.
    Remedyforce Administration - > Configure Self Service -> Service Request -> Display service request definitions and incident templates together.
  • The Knowledge Article section is displayed in the search layout based on the following setting.
    Remedyforce Administration > Configure Self Service > Search-> Enable display of popular or suggested Remedyforce knowledge articles on the Home tab and Self Service Search tab.
  • Self Help Articles section is displayed as a first section in the search based on the following setting.
    Remedyforce Administration >Configure Self Service >General Self Service Settings >Knowledge articles have precedence over service requests in the layout
  • If the Knowledge articles have precedence over service requests in the layout setting is selected and the segregation of ticket template and service requests is enabled, then the ordering of the section is: Self Help Articles, Service Requests, Ticket Templates and Broadcasts. Otherwise, the ordering is Self Help Articles, Service Requests, and Broadcasts
  • If the Knowledge articles have precedence over service requests in the layout setting is unchecked and the segregation of ticket templates and service requests is enabled, then the ordering of the sections is: Service Requests, Ticket Templates, Self Help Articles, and Broadcasts. Otherwise, the ordering is Service Requests, Self Help Articles, and Broadcasts.
  • Only those ticket templates are visible that are selected under common requests.
    Remedyforce Administration > Configure Self Service > Common Requests.
  • When the segregation setting Display service request definitions and incident templates together is ON, Ticket Templates and SRDs are shown together and Templates have precedence over SRDs in the Smart Suggestions pane. A maximum of 15 records are shown.
  • The colour of the count box that shows number of records in each section can be set through the setting Remedyforce Administration > Configure Self Service > Branding > Default Button Color.

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:

 

Do also read my another blog related to the CI lookup filter enhancement for Self Service 3.0  and  superbox-enhanced-search-in-self-service-30

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My name is Tina Vega and I am a Senior Business Relationship Manager at BMC. I have been working with Brooks Rehabilitation Hospital since they purchased BMC Helix Remedyforce in October, 2018. We are pleased to announce their successful go live! 

 

 

Brooks Rehab Logo.png

 

At Brooks Rehabilitation Hospital, they are dedicated to offering the most advanced therapies for all their patients. Their commitment is to provide customers with the best care possible which is exemplified by the depth and breadth of programs and services that they offer.

 

We are live.png

 

 

Brooks Rehabilitation Hospital Implementation Requirements

Brooks Rehabilitation Hospital did their homework and after evaluating other ITSM Solutions, the Remedyforce product was chosen as their helpdesk solution. They had the following items prepared prior to implementation ensuring they received what was needed for their business organization -

  • Categories
  • Rules and processes
  • Folder and groups
  • Workflows
  • SLA guidelines

 

Once these items were put in the proper format a premier partner, RightStar Systems Incorporated, easily added their users into the sandbox and they were able to go directly into testing. Tina mentioned, “We really struggled with our former solution as it was not easy to navigate, we had hundreds of tickets due to duplication or simply because they were assigned and never addressed. Reporting was difficult and inaccurate. We performed an internal Service Desk Assessment and Survey with our entire IT department; the results were unanimous -

  • The solution needed to follow some of the ITIL standards and processes
  • We needed to be able to provide real statistics and metrics for both the staff and our customers
  • We needed to simplify our categories to allow accurate reporting


We went live with Remedy Force Monday January 7th, 2019. The staff were absolutely thrilled, the application was easy and intuitive to use
.”

In addition, Brooks Rehabilitation Hospital has noticed they average approximately 1000 incidents a month. While using BMC Helix Remedyforce, they are already seeing tickets being routed accurately and are better able to focus their attention on their customers.

 

Value Realization

One of the key factors to the success of this sizable project was realizing how customer satisfaction has increased since using BMC Helix Remedyforce. Tina explained, “The customer satisfaction survey is quick and simple to access, we have had fantastic feedback from our clients. Also, the few times that we have received any negative feedback, we were actually able to follow up with the customer and perform a little service recovery, as well as gather details and properly address the issue internally to correct and prevent these type issue moving forward. As well as, our first call resolution went from 41.3% in Jan to 61.3%. In Feb, I believe this is related to our new knowledgebase that allows for faster resolution to issues, I am certain this number will continue to increase as we expand our Knowledgebase.”

When asked what do you see as the value in Remedyforce? Tina stated, "After going live, our Support Staff were able to find existing tickets, see their own statistics and receive notifications if they were about to miss an SLA. By the 2nd month of use we were meeting 78% of our SLA’s. That doesn’t sound like much, but for staff that had never been required to manage to Service Level Agreements and an IT organization that is very immature in the ITIL governance, this was a very positive start. The staff is now learning to understand incident, problem and change management, we are all learning to speak the same language when it comes to tickets, issues and solutions. I’m very excited to see what the next 90 days will bring."

Brooks Rehabilitation Hospital users have easily adopted BMC Helix Remedyforce very quickly and seem to be enjoying the capabilities it provides that had not been available in their previous system. A common theme is that BMC Helix Remedyforce is intuitive, and provides many new capabilities that Brooks Rehabilitation Hospital did not have before.

 

A picture is worth a thousand words, just take a look at their Value Timeline:

Value Timeline Brooks Rehab.JPG

 

What is next for Brooks Rehabilitation Hospital?


When asked what are you looking to do next in BMC Helix Remedyforce? Tina stated, "We are looking at Asset Management and IT Procurement for upcoming 2019 projects and looking to the future for next year, we would like to enable Cisco VoIP integration. As well as, it was a pleasure working with the teams from both BMC and RightStar, we were easily able to engage our contacts with a simple email when needed and normally resolved the issues or answered the questions in a single phone call, this implementation was almost too easy and was 100% on time. We killed it!"

 

It is absolutely fabulous to hear when a customer is live with the product, see the value they have with BMC Helix Remedyforce and hear the enthusiasm in their voice when they speak about the product. Way to go Tina Potts, Brian Havey, Larry Glass and on behalf of the entire BMC Helix Remedyforce team, CONGRATULATIONS!

 

Thank you Tina Potts for collaborating on this article and to Brooks Rehabilitation Hospital for becoming a BMC Helix Remedyforce reference and sharing your case study!

 

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

Slide1.jpeg

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

 

We are continuously building out the ecosystem around BMC Helix 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 BMC Helix Remedyforce administration interface. For custom requirements, Salesforce and BMC Helix Remedyforce offer a wealth of examples to build out integrations using web services.

 

This time, we’d like to showcase ELTON that could possibly help expand the use of BMC Helix Remedyforce. To set expectations, we are showcasing this vendor because some of you asked the question if BMC Helix Remedyforce does equipment tracking. As you well know that is not what BMC Helix Remedyforce is designed for. As you could read their are various possibilities in interacting with solutions from other vendors. So it is good to understand that at the moment we have no experience and have no intentions in building out such integration.

 

Managing equipment, tools and other devices in the field requires knowing where they are at all times. Quickly identify the precise location of every fixed or movable asset in your business. Easy-to-install hardware combined with a reliable network and smart devices provides a complete tracking system that will streamline your asset management process. Work smarter by accessing real-time data in the office or remotely via smart phones, tablets or other mobile devices.

To assist people in understanding how to do equipment tracking properly accountabilitycorp  has published this free ebook. The ebook covers off all you need to know about modern equipment and asset tracking solutions. If you are wondering what best practices in equipment tracking look like today this ebook is for you.

We walk you through the following topics

  • Lifecycle of Equipment
  • Day to Day Operations
  • Labelling Equipment
  • Repairs and Maintenance
  • Audits and Physical Counts
  • Responsibility of Assets
  • Loan of Equipment
  • Location Tracking
  • Data Loading and Cleaning

Download it here http://accountabilitycorp.com/equipment-tracking-best-practices-ebook/

 

Some sample use cases can be found https://accountabilitycorp.com/usage-cases-for-elton-and-fixed-asset-tracker/ but more important is that the solution is also available on the salesforce AppExchange under ELTON - Equipment Location Tracking ONline meaning that is uses the same platform as BMC Helix Remedyforce.

 

They have also a presentation which walks you trough Equipment Tracking, Best Practices

 

For any more details or product demo please contact us so we can get you in to contact with the right people.

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