BMC Helix Remedyforce Monthly Newsletter – December 2019 Edition

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    The BMC Helix Remedyforce Team wants to wish you and yours a very happy holiday season!  We feel so fortunate to have you as our customers.  In the spirit of the season, this month's newsletter focuses on giving back.  See how members of our SaaS Success Team spent their time this season in our Member spotlight section.  Check out the Team Corner and join us in welcoming our newest Business Relationship Manager, Cheryl Woolsey.  Join the Winter 20 Early Access Program, read our blog on BMC Helix Remedyforce Support Severity Code Matrix, review tips on switching to the Lightening experience and check out & subscribe to our Remedyforce Support YouTube channel for valuable video tutorials and much more!


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    Members Spotlight

    BMC Helix Remedyforce Team Corner

    Sign in & follow our members on Communities!

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    Please join us in welcoming Cheryl Woolsey to our Business Relationship Management team!  Cheryl is a Staff Specialist Customer Success Manager based in Texas and is returning employee to BMC.  For the past 8 years, Cheryl has been supporting large sales organizations in various Sales Operations roles as a Salesforce Certified Administrator.  Her main focus was on managing pipelines, forecasting, analytics, territory management and data integrity in their Salesforce organizations.  She enjoys building strong relationships and engaging with customers to help them solve problems to meet their business needs. 


    Cheryl recently relocated to the Houston area from California, where she has lived most of her life.  Being a new Texan, her free time is spent navigating around her new home, finding new places to explore like vegetarian restaurants or markets and local events.  She is very active and likes to work out, watch sports and movies and attend or host wine tastings.  



    SaaS Success Giving Back


    Lisa Kraas has some favorite charities she and her family support during the year, but they take on a special meaning around the holidays.  The North Texas Food Bank is one they are very passionate about during the Summer and throughout the holiday season.  They are also involved with multiple animal shelters and have rescued 2 dogs with their newest one around Christmas a couple years ago.


    Jennifer Schertz donates to the Humane Society of the United States throughhout the year and also gives a holiday donation to the Emergency Animal Rescue Fund to save upwards of 30 cats from inhumane situations.

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    Michelle Wettengel along with Tampa BMC employees, participated in purchasing gifts for the Elves for Elders program through Aging Solutions for senior citizens who are wards of the state. This year our drive was able to fufill the lists of six seniors!  Michelle and her family will be delivering gifts, caroling and spreading holiday cheer at the nursing home with treat bags for residents just in time for Christmas. 


    Things you need to know


    Product News

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    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, Cheryl Woolsey


    We analyzed the last 6 months of severity 1 cases (SEV1s) for BMC Helix Remedyforce and here is what we found. About 50% of SEV1s fall to Murphy's Law, "Anything that can go wrong will go wrong."  They happen and all we can do is respond to them.  Hats off to all those Admins and Support Analysts who work to resolve these issues.


    The other 50% were preventable.  It is to these that we dedicate this blog...  Preventing most of these boils down to communication. Maximum uptime requires working together with Internal Salesforce, Network, Email and Security teams. Here are the most common problem areas. Read more here: No SEV1s!  Preventing Remedyforce Outages.  Suggestions to Keep Your Org Up and Running




    For tips on switching to the Salesforce Lightening Experience please review Ramiro Torres Remedyforce Support webinars on Remedyforce Log in View Differences Salesforce Classic vs Lightning & Switching Remedyforce Users to Salesforce Lightning


    If you missed Ben Stanger from AiM Ltd’s Webinar on Remedyforce Shared Services you can review the recording here: Remedyforce Shared Services


    We Are Listening

    Customer Solution Contribution

    We need your feedback!


    Vote it up

    Let's collaborate on Ideas to improve our ProductLook 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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    Smart Suggestions to Prioritize Content over Category It is almost impossible to guarantee that analysts will log tickets against the same category as the relevant knowledge required to assist them, so it seems odd that this would be Smart Suggestions' priority when searching. It would be better if Smart Suggestions could prioritize searching on the content and keywords of Knowledge Articles, previous tickets etc. over the category assigned to them.


    Ability to View 'Recent' Tickets in the Remedyforce Console While the objective is to have Staff users work in the Remedyforce Console, adding the ability to view 'Recent' tickets (based on the tab you are currently in) would be wonderful. The below mock-up shows a button next to the Search area that could be used to load all recent Incidents.


    Attachment's in Quickview With the release of Summer 19' the ability to view attachments quickly was introduced to Console view but not in quick views. In our I.T. department we use Quickview and dashboard to filter through what each teammate is focused on taking care of which having to sort through a massive view of all incidents. I feel it would be a good idea to give Quickviews the ability to view attachments and possibility more capabilities than what it currently has now.


    Make the Category search in Console same as Self Service Would like the Category field on all objects in the Remedyforce Console to behave the same way that the Category field in Self Service works in regards to how categories are searched during character entry.


    Other Resources

    Remedyforce Support Videos

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    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



    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


    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 January 2020 Newsletter!

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