Autumn is here, the leaves are turning, the air is crisp and pumpkin spice is everywhere!  Now that we have broken out our sweaters our Remedyforce team is all warmed up and ready to roll out the latest Remedyforce information, ideas and resources. Remember Your feedback through forums like Communities, surveys, and meeting with your Business Relationship Manager on a regular cadence allows our group of highly skilled professionals, that work together across teams, to bring you a tailored ITSM solution.  Please keep your feedback coming, we are listening!  In this month's issue, to our Remedyforce customers that are currently in production, learn how to join our Winter 20 Early Access Program (EAP), listen to the latest customer podcast by Pernod Richard.  Meet and follow our team member Tony Elliot  from Support in the Team Corner, read our latest blog on Profiles and Permission Sets by Colleen Dunbar and much more.  Enjoy from the entire Remedyforce Organization!

Members Spotlight

Run & Reinvent Podcast

In this episode Erica Dean, IT Governance System Administrator for Pernod Ricard, talkes with John Fulton.  We learn how her organization is leveraging BMC Helix Remedyforce to provide a seamlessly connected experience for users worldwide.  Listen Here: Run & Reinvent Podcast: Episode 23

BMC Helix Remedyforce Team Corner

Sign in & follow our members on Communities!

Meet Tony Elliott from out Remedyforce Support team.  Tony has 18 years of experience in IT.  He has worked on the BMC Helix Remedyforce Support Team for 8 of those years and is based in Tampa, FL. In addition to his extensive experience in his field, he holds the CompTIA A+ Certification.  Tony is dedicated to the customer experience and he takes great pride in helping his customers problem solve so they get the most out of their Remedyforce solution.

Tony takes full advantage of Florida's beautiful weather, he is very active and loves being outdoors. In his spare time he enjoys skateboarding and surfing.

Things you need to know

Product News

We are pleased to announce that we are ready to begin the first phase of the Winter 20 Early Access Program! Joining the Winter 20 EAP is a two-step process:

1. Sign the BMC Pre-Release Software License Agreement. Participants of the Summer 19 EAP and the Winter 19 EAP would have already signed the latest agreement. They do not have to do so again. As always, the agreement cannot be changed for any customer or partner. Signing the agreement is a mandatory step before they will be admitted into the Summer 19 EAP community.
2. Request to join the Winter 20 Early Access Program community. This is where the product management team will be sharing insights into what’s coming in this release. EAP participants are encouraged to provide feedback including any defects that they find. At a later stage, we will also be sharing links to videos on the features of this release.

We have started creating content on the Winter 20 EAP community. A hosted sandbox will be set up in a couple of weeks. Reach out to your dedicated BRM if you have any questions.

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

Blogs

Read Colleen Dunbar's blog on profiles and permission sets, a guide to help you navigate the differences between the two and best practices in terms of their usage within Remedyforce. Read more here: BMC Helix Remedyforce - Profiles Versus Permission Sets

Read Virginia Leandro's November Salesforce tech update to learn about the Lightning Experience Critical Update, feature retirements, instance refreshes and more.  Read here: Salesforce November 2019 Tech Update

Upcoming Events

Webinars

Please join Ramiro Torres from Remedyforce Support for a live webinar on December 6, 2019 at 11:00 am EST.  RSVP Here and add it to your calendar:  BMC Helix Remedyforce Webinar Series: Salesforce Automation Tools

Topic:  BMC Helix Remedyforce Webinar Series: Salesforce Automation Tools

• Choose the Right Automation Tool
• Workflows
• Process Builders
• Introduction to Flows

Please join Ben Stanger from AiM Ltd for a Webinar on Remedyforce Shared Services, Wednesday 20th November, at 2pm (GMT +0:00).  RSVP Here and add it to your calendar: Remedyforce Shared Services Webinar - 20/11/19, 2pm (GMT)

Introduction to Shared Services

Correct approach

• Pre-implementation measurements
• Process capture
• Defining Target Operation Model
• Planning ahead
• Risk Management/Monitoring
• Cut over

Remedyforce Configuration

• Permissions and AccessCreation of Workflow (tasks)
• Utilizing agreements (SLAs/OLAs)Self Service
• Correct use of features (i.e. managing broadcast, etc)
• Questions and Answers

We Are Listening

Customer Solution Contribution

We need your feedback!

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

Make console Category tree just like Self Service Categories The category tree on console does not give complete path of Category say Category - Type - Item, please make it just like "Self Service category". This will help agents to categorize better

Active Chat Queueing

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

Two Category Levels on Submit Service Request on Self-Service Portal

• Currently there is only one level of categories when you click on the submit a service request tab.
• As a company who plans to scale Remedyforce to multiple different departments , we would like to have more levels of category so that navigating is easier
• For example, the first level of categories would have a button for IT, Corporate Services, and HR, and the Second level would have all of the categories of service requests within that department.

• Currently there is only one level of categories when you click on the submit a service request tab.
• As a company who plans to scale Remedyforce to multiple different departments , we would like to have more levels of category so that navigating is easier
• For example, the first level of categories would have a button for IT, Corporate Services, and HR, and the Second level would have all of the categories of service requests within that department.
  • IE after clicking on IT there would be a second level for the "Request and Manage Application Access" category and the "Request Hardware" category

• IE after clicking on IT there would be a second level for the "Request and Manage Application Access" category and the "Request Hardware" category

Pin Multiple Views We would like to be able to pin multiple views when using 'Display Multiple Views' feature is Remedyforce Console. Pinned views would be open by default next time user opens console.

Other Resources

Remedyforce Support Videos

Support Video Index

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 Index

Knowledge Articles

The Remedyforce Top 25 Knowledge Articles.  Each month we will update list to provide the most used documents for the past month. Top Viewed BMC Helix Remedyforce Knowledge Articles

Podcast

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 Episodess

Customer First Steps

This document details a customer's first steps from creating a trial org to provisioning licenses through your first weeks with the product.  It outlines important resources for Administrators such as access to Support, Education & Communities and so much more!  Read more here: Welcome to BMC Helix Remedyforce - New Customer First Steps

Preparing December 2019 Newsletter!

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