Remedyforce Monthly Newsletter - October Edition

Version 18
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    In our October Newsletter we have some treats in store for you!  In our Customer Case Study read about City of Hope's Success upgrading to Self Service 3.0 and how they are leveraging the power of smart suggestions to promote Remedyforce as a "self-help" interface. In the BRM corner get to know our newest Sr. BRM, Tina Vega, read the latest Remedyforce blogs to learn about the Salesforce Monthly Tech updates, and Lisa Kraas blogs about 2 Salesforce Platform fixes in the Summer 18 patch 2, check out & subscribe to our Remedyforce Support YouTube channel for valuable video tutorials and much more!  Please log into communities so you can like, bookmark and comment below.  Enjoy from our entire Remedyforce Organization!

    Members Spotlight

    Customer Case Study

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    We would like to congratulate City of Hope National Medical Center!  Jennifer Schertz has published a blog highlighting their successful transition to Self Service 3.0.  They went live with the current version on October 1st, 2018 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 of service request.

    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. Read more here: Remedyforce Success - City of Hope Promotes their Self-Help Model with Self-Service 3.0 and Smart Suggestions

     

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    BRM Corner

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    Tina Vega is a 7 year BMC veteran.  She started her career in the FootPrints and Track-it! team as a Project Coordinator. She was then promoted to Staff Business Relationship Manager in January, 2015 then just recently as Senior Business Relationship Manager. Tina has consistently successfully managed a very high volume of accounts and became the power user of our internal system that tracks our customers. As a result, Tina became the RF BRM onboarding trainer and expert capitalizing on her experience in past careers as a training instructor. Tina takes pride in helping her teammates in learning our internal Remedyforce processes and procedures; all while assisting her customers with whatever they need. Tina’s motto is, “If you are not servicing the customer, you better be servicing someone who is.” She states she treats her customers the way she wants to be treated, with a smile. Tina resides in Seffner, Florida near her family and longtime friends. She just got married in September. She enjoys spending time with her 2 cats, 1 talking bird and loving husband.

     

    Things you need to know

    Product news

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    We are pleased to announce that Phase 1 of the Remedyforce Winter 19 Early Access Program (EAP) is now open! 

    *This program is for current Remedyforce customers in production only.

     

    The Early Access Program lets you get exclusive access and insight into the upcoming Remedyforce Winter 19 release.

     

    To access the EAP, first you will need to sign the BMC Pre-Release Software License Agreement.  NOTE: If you signed the “BMC Pre-Release Software License Agreement” previously, you will need to re-sign the new agreement.  The agreement was updated on July 1st to reflect new language regarding GDPR, among other things, and BMC is requiring that all EAP participants sign the new agreement.  Please be aware that the “BMC Pre-Release Software License Agreement” is a click through agreement.

     

    Please be aware that when filling out the Agreement, to use the Company Name that was used on your Support Contract in order to cover all staff who may want to participate in the EAP.

     

    Pre-Release Agreements (SaaS)

     

    Once we have the agreement on file, you can then request access to the Winter 19 EAP group:

     

    Remedyforce Winter 19 Early Access Program

     

    As with our previous Early Access Programs, we will be offering customers the opportunity to preview a pre-release of Remedyforce Winter 19  in your own sandbox.  We anticipate this phase of the EAP to start mid to late November/early December.  If you’re interested in getting a Pre-Release of Winter 19 pushed to your sandbox, please send your name and email address to virginia_leandro@bmc.com as we’ll be building our list and will notify you as we get closer to a more stable/testable pre-release.

     

    We look forward to working with you and getting your feedback!  If you have any questions on the release please contact your Customer Success Manager or reach out to Remedyforce Success.

     

    Recent Blogs

    Virginia Leandro has published the Salesforce tech updates for October including, Winter 19, sandbox migrations, Instance refreshes, feature retirements and much more.  Read more here: Salesforce Monthly Tech Update - October 2018

     

    Lisa Kraas  published a blog about how Salesforce is getting ready to release it's Winter 19 update which introduced 2 issues that may be experienced in Remedyforce.  These issues were found in the course of platform testing performed by the Remedyforce R&D Team.  Both issues will be fixed and released in Patch 2.  Read more here: Remedyforce Summer 18 Patch 2 Contains 2 Salesforce Platform Fixes

     

    Remedyforce Support

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    Remedyforce Support has put together a Youtube Channel that we encourage all of our customers to view and follow. It currently has 54 video (and growing) that cover such topics as Pentaho, to How to troubleshoot Remedyforce etc.. Please see the playlist for additional topics here: Remedyforce Channel

     

    Remedyforce Email Notifications

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    When the new landmark privacy law - GDPR (General Data Protection Regulation) came into effect on 25th May 2018 we adopted the practice for our Remedyforce contacts in that we reached out to ask you to “opt in” to receive communications from us.  In order to resume getting important Remedyforce emails we need confirmation that you want to be “opted in”.  We highly recommend that our customers receive them.  Below is an example of key information types that you will resume receiving if you opt in; information on Patches, outages and upgrades. Please contact your BRM or the Remedyforce Success Team at remedyforcesuccess@bmc.com to request to be opted in to these important emails.

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    Knowledge Articles

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    Articles from the BMC Knowledge Base: Explore articles from our support experts. Engage (like, bookmark, rate...) on them to let us know how we’re doing.

     

    We Are Listening

    Vote it up!

    Possibility to create templates for broadcasts

     

    Preparing November Newsletter

    This is your newsletter, let us know what Remedyforce topics you would like included, comment below!