BMC Helix Remedyforce Monthly Newsletter – February 2020 Edition

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    With Valentine's Day upon us, our BRM team wants to show you how much we care about your business. Come out from behind the screen and 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, Pernod Richard share how BMC Helix Remedyforce connects their IT teams globally and how they continue to grow and evolve Remedyforce with their growing business needs.  Winter 20 is here!  Read blogs regarding the Winter 20 features and join the upcoming webinar where the features will be demoed and you can ask questions.  Get information on the February Salesforce Tech update, new Support features and much more.  Enjoy from the entire Remedyforce Organization!

     

    Members Spotlight

    Run & Reinvent Podcast

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    In this fantastic episode with Erica Dean, IT Governance Systems Administrators for Pernod Ricard, we learn how her organization is leveraging BMC Helix Remedyforce to provide a seamlessly connected experience for users worldwide. Listen here: Episode 23: How Pernod Ricard Is Transforming into a Seamlessly Connected Organization

    Customer Case Study

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    Global wine and spirit producer Pernod Ricard offers one of the most comprehensive brand portfolios in the industry. While Pernod Ricard’s focus on allowing individual markets to cater to their base of consumers demonstrates the company’s commitment to its customers—it also results in challenges for IT. The company’s IT staff of 600 people supports the company’s 19,000 employees across 86 affiliate locations and its responsibility includes several global data centers.  Read more here: Pernod Ricard unifies its global business with BMC

     

    BMC Helix Remedyforce Team Corner

    Follow our members on Communities!

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    Meet Ramiro Torres a member of Remedyforce Support Team.  He was born in Guadalajara and currently resides in Zapopan, Jalisco Mexico.  He has five years of experience in IT, three of them with BMC Remedyforce.  Ramiro holds the Salesforce Certified Platform App Builder certification, he is BMC Remedyforce Professional  and ITL Foundation V3 - Service Manager certified.    

     

    Ramiro's personal interests include playing the guitar, viola and transversal flute.  He enjoys playing outdoor sports like soccer, flag football, fishing and attending sporting events like the 2018 FiFa World Cup Russia, Mexico vs South Korea pictured above.

     

    You may recognize Ramiro from the very popular BMC Helix Remedyforce Webinar Series. Join him on February 28th as he demonstrates the Winter 20 features.  See the Webinar section of this newsletter for details.

     

    Things you need to know

    Product News

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    BMC Helix Remedyforce Winter 20 is Generally Available!

     

    We are pleased to announce that BMC Helix Remedyforce Winter 20 is generally available. This feature-rich release will enable you to expand the adoption of CMDB and cognitive service management, monitor KPIs and benchmark with your peers, and strengthen the service catalog.  Read more of Nikhil Deshpande's blog here: BMC Helix Remedyforce Winter 20 is Generally Available!

     

    Blogs

    Read Virginia Leandro's February's Salesforce tech update to learn about the Salesforce Spring 20, feature retirements, instance refreshes and more.  Read Here:  Happy Valentine's!  Here's Your Salesforce February 2020 Tech Update!

     

    Effective July 31, 2020, Data Recovery as a paid feature will be deprecated and no longer available as a service. The Data Recovery service, formally known as Data Restoration, is a legacy process which was used as a last resort, where Salesforce can potentially recover your data at a specific point in time.  There are several options under “Native Data Backup Options” in the link below or there are Third-Party Offerings (such as Own Backup) that customers can contract with for data backups.  Please explore Data Backup options in this article: Data Recovery Retirement

     

    In Salesforce Spring ’20, Salesforce has now adopted the International Components for Unicode (ICU) version 60.2 formats for date and time. Additionally, Salesforce has also upgraded the underlying Java Development Kit (JDK) to the latest OpenJDK11.  These changes have introduced some locale specific changes that are having a negative impact on Remedyforce.  See who is impacted & get workarounds in Virginia Leandro's Blog here:  Locale Specific Changes in Salesforce Spring '20

     

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    Read Jair Ramos' blog.  Ever needed an answer to a question, and not been able to find the article, video or blog?  Don’t want to open a support case because it’s one more place to login?  We hear you!  BMC Helix Remedyforce is always working to reduce customer effort and improve the customer experience.  Chat directly with a BMC Technical Support Engineer using the integrated chat feature.  Read more here: Contacting Support Was Never So Easy

    Webinars

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    Please join Ramiro Torres from Remedyforce Support for a live webinar on February 28, 2020 at 11:00 am EST.  RSVP Here and add it to your calendar:  BMC Helix Remedyforce Webinar Series: Remedyforce Winter 20 Release

    Topic:  BMC Helix Remedyforce Webinar Series: Remedyforce Winter 20 Release

      • Release Schedule
      • New Features Demo

     

    Please join Ramiro Torres from Remedyforce Support for a live webinar on March 27, 2020 at 11:00 am EST.  RSVP Here and add it to your calendar:  BMC Helix Remedyforce Webinar Series: Configure Remedyforce LDAP Pentaho Package

    Topic:  BMC Helix Remedyforce Webinar Series: Configure Remedyforce LDAP Pentaho Package

      • Install Pentaho 7 on Windows Server
      • Import users from Active Directory to Remedyforce

     

    Please join Ramiro Torres from Remedyforce Support for a live webinar on April 24, 2020 at 11:00 am EST.  RSVP Here and add it to your calendar:  BMC Helix Remedyforce Webinar Series: Salesforce Advanced Reports and Dashboards

    Topic:  BMC Helix Remedyforce Webinar Series: Salesforce Advanced Reports and Dashboards

      • Using Formula Fields on Reports
      • SLA Reports
      • Joined Reports
      • Snapshot Reports

     

    Other Resources

    Remedyforce Support Videos

    Support Video Index

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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 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 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 March 2020 Newsletter!

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