Remedyforce Monthly Newsletter – April 2019 Edition

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    Time to do some spring cleaning?  Connect with your designated BRM for a health check.  Together we can look at ways to help your company get the most from your ITSM solution.  See how other customers have leveraged Remedyforce in the Member Spotlight section of this month's newsletter.  Listen to, Cybera's Ops team share how BMC Helix Remedyforce has driven digital transformation across the entire business & read about how Evergreen School District 114 relies on Remedyforce to help support multiple departments and how they continue to grow and evolve Remedyforce with their growing business needs.  Join the Summer 19 EAP, read blogs regarding the requirement for the Salesforce upgrade to TLS 1.2, April Salesforce Tech update and much more. Join our BMC Helix Support Webinar about How to setup email conversation and RSVP & mark your calendar for the local User Group Meetings in your area including Chicago, England and Japan!  Enjoy from the entire Remedyforce Organization!

     

     

    Members Spotlight

    Run & Reinvent Podcast

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    Think service desk software is just for IT?  Think again.  In this episode, BRM Mike Leveiller's customer, Cybera's Ops team, Brian Katsetos, VP of Operations and Danny Sorensen, Senior Operations Manager, interviewed by John Fulton, share how BMC Helix Remedyforce has driven digital transformation across the entire business, and their customers are seeing the value as well.  Listen Here: Run & Reinvent Podcast: Episode 13

     

    If you would like your company featured on a podcast episode reach out to your dedicated Business Relationship Manager for more information.

     

    Customer Case Study

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    Read Colleen Dunbar's Customer Success Story about Evergreen School District 114, one of the largest school districts in Washington State. They have been using Helix Remedyforce to support their students and faculty since 2014.  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. Read more here: Remedyforce Success - A Customer Spotlight: Evergreen School District

     

    Look at their Value Timeline!

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    If you are a Remedyforce customer, have a great success story to share and highlight to our community, reach out to your dedicated Business Relationship Manager for more information.

     

    Things you need to know

    Product News

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    New Testing Guidelines for Remedyforce Releases

    BMC has released a guideline for Sandbox testing that is expected to accompany major releases to help Customers perform application testing.  The first version of this testing guideline will be available for testing with Winter ’19 Patch 2.  

     

    BMC Helix Remedyforce Winter’19 Patch 2 contains a number of defect fixes to improve product quality. It also includes improved checks on objects and fields for various user personas such as Staff, Client etc.

     

    To ensure these checks do not cause any side effects to your current use cases, we encourage you to take the opportunity to test BMC Helix Remedyforce Winter’19 Patch 2 during the sandbox testing period and verify your use cases for Clients, Staff and other Remedyforce related profiles.  This also includes any custom permission sets you may have created in relation to Remedyforce.

     

    Although BMC Helix Remedyforce out of the box permission sets have been tuned to ensure all out of the box features do not get impacted, we still encourage you to test key use cases to your business and ensure that there is no impact.

     

    We have provided recommended guidelines for verifying BMC Helix Remedyforce Winter’19 Patch 2 which can be found with the Release notes.

     

    Look for our recommended testing guidelines with each release.  You can find them with Release Notes.

     

    If you have any questions on the Winter 19 release please contact your Business Relationship Manager. We look forward to working with you and getting your feedback.

     

    Winter 19

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    Read Virginia Leandro's blog about the 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! Read more here: BMC Helix Remedyforce Winter 19 – New name, New release!

     

    Summer 19 EAP

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    We are pleased to announce that the BMC Helix Remedyforce Summer 19 Early Access Program (EAP) is now open!

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

     

    You can participate in this program to get insights into the upcoming Summer 19 release. You will also have access to a hosted sandbox where you can test drive the features of this release. We expect the hosted sandbox to be ready in early May.

     

    The first step for you is to sign the BMC Pre-Release Software License Agreement. If you were a member of the BMC Helix Remedyforce Winter 19 Early Access Program, you may have signed the latest agreement and do not have to do so again. When filling out this agreement, you are required 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. The BMC Pre-Release Software License Agreement can be accessed here: https://communities.bmc.com/community/programs/pre-release-agreements/pages/saas

     

    Next, you can request access to the BMC Helix Remedyforce Summer 19 EAP community: https://communities.bmc.com/groups/bp-00068-remedyforce-summer-19-early-access-program

     

    We will be offering members of the EAP community the opportunity to have a pre-release of BMC Helix Remedyforce Summer 19 in their own sandbox. This will happen at a later stage of the release. We expect to be ready to install a build on your sandboxes in the first week of July 2019. If you wish to have a pre-release build pushed to your sandbox, please reach out to nikhil_deshpande@bmc.com.

     

    We look forward to having your feedback in the EAP. If you have questions please contact your Business Relationship Manager at BMC Software.

     

    Blogs

    Read Virginia Leandro's April Salesforce tech update to learn and about Salesforce Summer 19, requirements for the Salesforce Mobile App, instance refreshes and more.  Read more here: Salesforce Tech Updates April 2019 Edition

     

    Virginia Leandro  provides demos of the upcoming features planned for Remedyforce Winter 19. See them here: BMC Helix Remedyforce Winter 19 Demos

     

    Read Virginia Leandro's about the auto transition of organizations to the new Salesforce Lightning Experience. Read it here: Salesforce Auto-Transition to Lightning Experience

     

     

    Upcoming Events

    Webinar

    Join our BMC Helix Support Webinar April 26th, 2019 from 11:00 AM to 12:00 PM (EDT).  Ramiro Torres will discuss, How to setup email conversation on BMC Helix Remedyforce.  Please RSVP then follow the Webinar link in the event to set a watch, you don't want to miss it!

     

    User Group Meeting

    If you would like to attend a User Group Event in your City, would like to present your Company's success story or have ideas for topics let us know in the comment section below and reach out to your dedicated Business Relationship Manager.  We could be in your city next!

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    Join us for the Chicagoland Remedyforce User Group Meeting at 10AM - 4PM (CDT) on Wednesday, May 8th 2019.  Our Product Management Team will be onsite to present our Remedyforce Road-map. We will also be featuring presentations from Remedyforce Customers who will share their Remedyforce journeys. This is a great opportunity to connect and network with other Remedyforce users, have open discussions and share your product experiences. Seats are limited, Please RSVP Here: Chicagoland Remedyforce User Group - Wednesday May 8th, 2019

     

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    Join us for the London Remedyforce User Group Meeting at 10AM - 5PM (BST) Tuesday, May 21st 2019. John Fulton and Nikhil Deshpande from our Product Management Team will be onsite to present our Remedyforce Roadmap. We will also be featuring a selection of presentations from Remedyforce customers who will share their Remedyforce journeys. This is a great opportunity to connect and network with other Remedyforce users, have open discussions and share your product experiences.  Seats are limited, Please RSVP Here: Save the Date! London BMC Helix Remedyforce User Group - Tuesday 21st May

     

     

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    Join us for the Tokyo Remedyforce User Group Meeting at 10AM - 5PM (JST) Wednesday, June 4th 2019.  We are hosting the BMC Helix Remedyforce and Remedy as a Service user group meeting for the customers in Japan.   Our product management team, product experts will discuss best practices and the products they will also present our product Road-map.  You will also have opportunity to hear more about the company from BMC executives. This is a great opportunity to connect and network with other Remedyforce users, have open discussions and share your product experiences.  Seats are limited, Please RSVP Here: (日本語) BMC Helix Remedyforce User Group - Tokyo | Jun 4, 2019 10:00am - 5:00pm (JST)

     

     

    Education

    Remedyforce Support Videos

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    Remedyforce Support has put together a Youtube Remedyforce Channel that we encourage all of our customers to view and follow. It currently has 60 video (and growing) that cover such topics as Pentaho, to How to troubleshoot Remedyforce etc.. Please see the list of topics here: BMC Helix Remedyforce YouTube Support Video Index

     

    We Are Listening

    Vote it up

    Let's collaborate on Ideas to improve our Product

    Look at ideas that were active recently, vote and comment with your feedback.  Should you not find an idea for new/improved functionality you want, go ahead and create a new idea. Read more here: How To: Create an Idea in Communities

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    Multi Currency for Request Definitions - Vote up creating and adding more currency to request definitions.

     

    Active Chat Queueing - Vote up: 1. Agent can serve more than one chat in the same time.   2. Agent can accept/pickup chat from queue if he feels he have possibility to manage 2 or more chats in the same time

     

    When mapping inputs to outputs on a request definition allow reordering When changes need to be made to the input questions they can be reordered, however, is not possible to reorder the order these will show up in the target template field.

     

    Preparing May 2019 Newsletter!

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

     

    Archive

    Trying to find something you've read in a past issue of the Remedyforce Newsletter?  We've put them all in one place for your convince. Read them here: Remedyforce Buzz

     

    This document was created to easily find the Remedyforce Episodes of the Podcast Run & Reinvent.  Enjoy our customer's success stories!  Listen here: Remedyforce - Run & Reinvent Podcast Episodes