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BMC Helix Remedyforce Winter '20 Production Automatic Upgrade

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Winter 20 narrow.png

We are excited to announce several great enhancements in the BMC Helix Remedyforce Winter 20 release!



  • Migrate Service Requests from Sandbox to Production using Configuration Sets (Beta)
  • Pentaho Packages - Login credentials entered just once and some packages deprecated
  • Remedyforce Benchmarking - KPIs of Incident Management Process are pre-calculated every month
  • Browser Updates - "SameSite" security settings introduced in Chrome 80 and new Edge browsers are addressed
  • New Salesforce Mobile App introduced in Salesforce Winter 20 certified to work with Remedyforce

CMDB Enhancements

  • Launch the new BCM Web Console at the click of a button; no need to download and run a file
  • Primary Client Mapping
  • Class Security - New access model allows for granting CMDB access to a wider set of staff

Self Service

  • Two-Column Layout
  • Hyperlinks and other rich text content can be included in Service Request Instructions.
  • Salesforce Knowledge Articles - Include KAs created in Salesforce Knowledge in Self Service
  • Product accessibility features have been documented. We have also tested JAWS, a popular screen-reader software.


  • Staff Auto Assignment now works for updated records as well as new ones.

Cognitive Service Management

  • BMC Helix Chatbot integration with Microsoft Teams
  • BMC Helix Cognitive Service has been designed using Google TensorFlow as the back-end AI engine.
  • Activity Feed Summarization (BETA) - An automated summary of the content of notes and emails is presented in
    real-time on the click of a button


Call to Action:

When and Where

  • Start Time:

    Mar 27, 2020 6:00 AM CDT (America/Chicago)
  • End Time:

    Mar 27, 2020 12:00 PM CDT (America/Chicago)
  • Location:


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