BMC Helix Remedyforce Monthly Newsletter – September 2019 Edition

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    September in North America is a time that we celebrate our workforce. We all work hard, so why not make it easier with BMC Helix Remedyforce?  In this month's edition read about Aspect Software's BMC Helix Remedyforce success story and meet our Remedyforce team member, Virginia Leandro, and follow her on communities.  We are happy to announce that Summer 19 is generally available! Read about the new features, insights & see demos in the blog section, catch up on the September Salesforce Tech update and the Salesforce Winter '20 Sandbox Previews, feature retirements, instance refreshes. Please take a moment to take our short surveys to let us know what future enhancements are important to you and vote up some ideas for functionality improvements.  Read about the successful User Group Meeting in Dallas TX.  You won't want to miss Tampa, RSVP now!  Enjoy from the entire BMC Helix Remedyforce team!


    Members Spotlight

    Customer Case Study

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    Aspect Software is a leader in providing award-winning contact center platform and self-service/IVR, workforce management, and digital consumer engagement solutions. Aspect’s IS recently completed phase 1 of a multiyear initiative to automate unwieldy service management processes, streamline monitoring of customers’ cloud infrastructure and software, and communicate seamlessly across the service desk, the service operations center (SOC), and customer care team to enhance customer interactions. Read how Tony Ashby's team leveraged BMC Helix Remedyforce here: Aspect Software Delivers Exceptional User Experience with BMC Helix Remedyforce



    BMC Helix Remedyforce Team Corner

    Follow our members on Communities!


    Virginia Leandro is a Principal Product Manager with the Remedyforce team with over 25 years in the IT and Service Desk industry.  She is a four-time Salesforce Certified Professional including Salesforce Administrator, Platform App Builder, Platform Developer I and Development Lifecycle and Deployment Designer.  She also holds certifications as Scrum Master, ITIL v4 Foundations, as well as, Pragmatic Marketing for Product Management.  She is a problem solver at heart and loves digging into technology and finding ways for customers to best take advantage of both Remedyforce and the Salesforce platform. 


    Virginia lives in the burbs of Dallas with her wife Laura and their two “special needs” furr-kids. They recently adopted two blind kitties who are a never-ending source of entertainment.  When Virginia isn’t driving a mouse or watching the kittens, you’re more than likely going to find her hitting her local CrossFit gym or running trails in and around Dallas.


    Things you need to know

    Product News


    Remedyforce Email Notifications


    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, upgrades and important communications such as Sev 1 notifications.

    *Please contact your Business Relationship Manager to request to be opted in to these important emails.

    Marc Harris, Hugo Gracia, Richard Would, Jennifer Schertz, Shin Tominaga, Jules Murray, Mike Leveiller, Tina Vega, Colleen Dunbar, Ryan Montesano, Michelle Wettengel, Heikki Rautalahti, Yogesh Kumar

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    Summer 19

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    We are pleased to announce that the BMC Helix Remedyforce Summer 19 release is now generally available. See the release blog in the next section for features, insights demos and release schedules!  If you have questions please contact your Business Relationship Manager at BMC Software.



    We are pleased to announce that the BMC Helix Remedyforce Summer 19 release is now generaly available.   We are excited to announce several capabilities in this release.  Read Nikhil Deshpande's blog here: BMC Helix Remedyforce Summer 19 is Generally Available!


    Read Virginia Leandro's September Salesforce tech update to read and about Salesforce Winter '20 Sandbox Previews, feature retirements, instance refreshes and more.  Read more here: Salesforce September 2019 Tech Update


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


    1. Did you know we have a new registration process and form for Communities/Support/BMC Academy? This new form has a tighter integration with the BMC Support  There is a wonderful video here that explains the process.  It goes through all the registration steps and even sets expectation for the emails that customers will receive after registration is successful.  Here is the blog to read more about it:
    2. There is also a new Profile Management Application that allows customers to access and correct their BMC profile.  As community members move around from one company to another they should update their profile.    Here is a blog that explains how to use the new Profile Management Application.
    3. There is also a new feature in BMC profiles called “Favorite Product and Alerts Subscriptions application” that allows customer to flag their favorite BMC products.   After selecting your favorite BMC products, your BMC search, downloads, and Communities content will be personalized for you. In the coming months, we will be adding personalization in case management, Product Support pages, and documentation.    
    4. Now Open: BMC Communities Survey, September 2019  - Please let us know how we can improve you experience in BMC Communities.



    Event Highlights


    Dallas User Group

    The Dallas User Group was held on August 19th with Customers coming from 2 different countries and from 4 states.  We had a great Customer turnout and had Remedyforce Partners Cloud Action and Rightstar join us.  Erica Dean and Debanjan Banik of Pernod Ricard kicked-off the event.  They presented a User Story covering their BMC Helix Remedyforce journey.  They have had an eventful journey sharing challenges they overcame to eventually managing a global rollout of Remedyforce.  Customers enjoyed seeing and hearing about Pernod Ricard’s Power BI Integration and the wealth of analytical information it provides their Service Management Teams.  Other highlights from the event included an insightful demo of the new Cognitive Capabilities within Chatbot as well as deep dive into CMDB enhancements along with the near term roadmap and key focus areas. Customers shared feedback on desired capabilities and were able to learn from one another as we discussed some specific use cases prompting questions and feedback.  It’s always exciting to meet Customers in person and hear about their Product experiences.  Thanks to all who shared their time and their feedback with us at this event.


    Upcoming Events


    User Group Meetings

    As you can see from the success of our resent User Group meetings in London and Tokyo, our BMC Helix Remedyforce User Groups are great opportunity to connect with our Project Management & Business Relationship Management teams, network with other Remedyforce customers and have open discussions about product experiences.  If you would like to see a BMC Helix Remedyforce User Group in your area and if you would be willing to share your customer story please reach out to your dedicated Business Relationship Manager for more information.


    Join us for the Tampa, FL BMC Helix Remedyforce User Group Meeting from 9AM - 4PM (EDT) Thursday, October 3rd 2019.  Members of our Business Relationship Management & Product Management Teams, including Lisa Kraas, Hugo Gracia & John Fulton, will be onsite to present our Product Roadmap, CMDB insights, product features and much more. We will also be featuring a selection of presentations from customers who will share their BMC Helix Remedyforce journeys. We are pleased to feature our BMC Helix Remedyforce customer  Michael Gregg  from Tupperware Brands Corporation as he presents their BMC Helix Remedyforce Case Study.  This is a great opportunity to connect and network with other BMC Helix Remedyforce users, have open discussions and share your product experiences.  RSVPHere: BMC Helix Remedyforce User Group Meeting in Tampa, FL on October 3, 2019


    We Are Listening

    Customer Solution Contribution

    We need your feedback!  Our BMC Helix Remedyforce R&D Team have put out the below surveys to Identify, from our customer's perspective, what enhancements will be implemented in future releases.


    Help us improve your BMC Communities experience by completing this survey.  You'll have a chance to win exclusive badges (and points) on your communities profile, get access to private programs, and more. It will take less than 5 minutes. We welcome responses from Customers, Partners, Prospects, BMCers and more! Let's begin... Improve your BMC Communities experience


    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.  Take Survey Here: Remedyforce Documentation Survey


    We are considering an enhancement within the console which may include leveraging views and/or quickviews.  This survey is to find out which of these two methods are used today.  Please take a few minutes to complete this survey.  We will share the results as soon as we receive enough responses.  Thank you in advance. Take Survey Here:  Survey - Adoption of Views and Quickviews\


    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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    Ability to restrict an attachment type for Service Request Definitions Please provide the ability to restrict the file or attachment type in the SRD.  Ideally this would be an option to check a box that would state "Do not save attachment with this file type: "  in the Display Options / Attachments section of the SRD.  Then provide a free form field to list the file type (comma separated for multiple types).  Or a muti-select picklist is preferable.


    Different incident email settings for different email listeners Currently the incident email settings apply for all of the email listeners. It would be really helpful if we can configure different email settings for different email listeners.


    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 videos (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 IndexBMC Helix Remedyforce YouTube Support Video Index




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

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


    Preparing October 2019 Newsletter!

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