This documentation supports the 20.19.02 version of BMC Helix Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

Comparison of functionality available in different UIs

The following table compares the functionality of the Remedyforce Console and the Salesforce page layout. (Blank cells indicate no functionality.)

FunctionalityRemedyforce ConsoleSalesforce page layout
Available for staff members

Manage the following records from the Remedyforce Console tab:

  • Incidents
  • Service requests
  • Tasks
  • Problems
  • Change requests
  • Releases
  • Broadcasts
Use SmartViews(tick)(tick)
View Incidents and Service Requests as separate modules(tick) 

Use additional agent tools for change requests: Collision Detection and Impact Analysis

Perform actions on BMC Client Management devices from the CI Actions window in BMC Remedyforce(tick) 
View dashboard and QuickViews (enables staff members to view list of records assigned to them and other key data)(tick) 
Use keyboard shortcuts to perform a few common actions(tick) 
Use type ahead in lookup type fields(tick) 
View attachments before saving a record(tick)(tick)
Set your chat status to chat with Self Service clients(tick) 
Increase available workspace by hiding the tabs(tick) 
Apply templates on records(tick)(tick)
Use related lists(tick)(tick)
Update multiple records from list views(tick)(tick)
View and follow broadcasts from the list view(tick) 
Link incidents to a broadcast from the list view(tick) 
Perform search on records and lookup fields in the list views(tick) 
Change owner of records(tick)(tick)
Use smart suggestions to create and edit incidents - BETA(tick) 
Lock records(tick) 
Available for system administrator
Configure filters on custom lookup fields(tick) 
Create custom layouts for profiles(tick)(tick)
Create custom options for Actions and Agent Tools menu(tick) 
Configure templates based on profiles(tick) 
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