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Remedyforce Winter 18 Release

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



Self-Service 3.0

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


Salesforce Lightening Experience and Components

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


Page Layout Assignments

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


CMDB enhancements

Additional CMDB enhancements to improve usability and visibility of data. 


Remedyforce Console

Console improvements to support usability and support for Salesforce Files.




Integration with Discovery for Multi-Cloud

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


You can listen to a recording of the Remedyforce PMs talking about the specific capabilities of Winter 18 here.

You can also find demos here.


Here are more details on each item.

Self-Service 3.0

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

Salesforce Lightening Experience and Components

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


Page Layout Assignments

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



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


Remedyforce Integration with Discovery

  • Provide deep visibility into all your data center assets with discovery of assets in the cloud (public and private) and on-premises.
  • Automated discovery not only finds your assets, it maps dependencies between them, including applications and services.
  • Expanded classes and relationships providing a more complete view of one's data center and dependencies.