Remedyforce Value Adoption Dashboard

Enable SmartViews in Remedyforce Console by navigating to Remedyforce Administration > Application Settings > Consoles.

Activity Feed

Enable one or both of the following settings in Remedyforce Console by navigating to Remedyforce Administration > Application Settings > Consoles:

• Highlighting New Records
• Highlight New Action

10

Enable Smart Suggestions in Remedyforce Console by navigating to Remedyforce Administration > Application Settings > Consoles and Configure Smart Suggestions

Create at least one lookup filter on any lookup on any of the supported objects by navigating to Remedyforce Administration> Application Settings > Lookup Filters.

Define at least one normalization rule which is active by navigating to Remedyforce Administration > Configure CMDB 2.0 > Normalization Rules.

Reconciliation Rules

Define at least one reconciliation rule on any CMDB class by navigating to Remedyforce Administration > Configure CMDB 2.0 > Reconciliation Rules.

20

Create at least 25 Assets or CI records in CMDB by navigating to Remedyforce CMDB > CI or Remedyforce CMDB > Asset and clicking New.

Create at least one Business Service in CMDB by navigating to Remedyforce CMDB and selecting Business Service class from the left pane, then clicking New.

20

Create at least 5 relationship records between various CIs, Assets, or Services by navigating to Remedyforce CMDB and creating a relationship for the selected record from the instance editor.

Enable Track Attribute History and select at least one field to be tracked for changes by navigating to  Remedyforce Administration > Configure CMDB 2.0 > Track Attribute History.

10

Define at least one model record to be used in CMDB by navigating to Remedyforce Administration > Configure CMDB 2.0 > Models.

Create at least five records in the Base Element object with the class name BMC_PhysicalLocation and for which the flag Mark As Delete is not set to True by navigating to Remedyforce Administration > Configure CMDB 2.0 > Locations.

Create at least one ticket layout for Self Service Tickets/Incidents by navigating to Remedyforce Administration > Configure Self Service > Tickets Layout.

Enable Chat in Remedyforce Self Service by navigation to Remedyforce Administration > Configure Self Service > General Self Service Settings.

Create at least one custom tile with a custom link to be used in Self Service by navigating to Remedyforce Administration > Configure Self Service > Tile Visibility and Order.

Select a few templates for the Common Requests list in Self Service by navigating to Remedyforce Administration > Configure Self Service > Common Requests.

Select a few SRDs for the Common Requests list in Self Service by navigating to Remedyforce Administration > Configure Self Service > Common Requests.

Set a custom logo for your organization in Self Service by navigating to Remedyforce Administration > Configure Self Service > Branding.

Remedyforce Service Health

Enable service health tile for Self Service by navigating to Remedyforce Administration > Application Settings > Service Health Settings.

Enable knowledge article search in Self Service by navigating to Remedyforce Administration > Configure Self Service > General Self Service Settings.

Chatter

Create at least one active Chatter Listener for creating incidents through Chatter by navigating to Remedyforce Administration > Application Settings > Chatter Listeners.

20

Setup one Org Wide Default (OWD) for Email conversation by navigating to Remedyforce Administration > Configure Email > Organization-Wide Addresses.

Set a default user or a queue for incident owner when incidents are raised through emails by navigating to Remedyforce Administration > Configure Email > Incident - Email Settings.

Configure email template folders for Remedyforce email conversation by navigating to by navigating to Remedyforce Administration > Configure Email > Email Conversation Settings.

Create at least 10 incidents or service requests by navigating to Remedyforce Console > View, clicking Incidents or Service Requests, and then clicking New.

Templates

Create at least one template on Incident object by navigating to Remedyforce Administration > Configure Application > Templates.

Alternatively, you can also navigate to Remedyforce Workspaces > Configuration > Templates.

10

Create at least one incident using a template by navigating to Remedyforce Console > View > Incidents, then clicking New and selecting a template in the Template field.

Create a queue with a few staff members for the Incident object by navigating to Remedyforce Administration > Manage Users > Manage Queues and clicking New.

Create at least one custom layout for incident by navigating to Remedyforce Administration > Application Settings > Consoles. 

Auto Assignment

Create at least one suggested owner configuration by navigating to Remedyforce Administration > Configure Application > Suggested Owners & Queue Auto Assignment.

Create at least one Service Request Definition to be used by end users and staff users by navigating to Remedyforce Administration > Configure Application tile > Request Definitions.

Service Level Agreements

Define least one Service Level Agreement with a Target on Incident Object by navigating to Remedyforce Administration > Manage Workflows and Other Processes > Agreements.

Alternatively, you can also navigate to Remedyforce Workspaces > Service Level Management > Agreements.

10

Create at least one template on Task object by navigating to Remedyforce Administration > Configure Application > Templates.

Alternatively, you can also navigate to Remedyforce Workspaces > Configuration > Templates.

Create at least one task using a template by navigating to Remedyforce Console > View > Tasks, then clicking New and selecting a template in the Template field.

Create at least one custom layout for tasks by navigating to Remedyforce Administration > Application Settings > Consoles.

Create a queue with a few staff members for the Task object by navigating to Remedyforce Administration > Manage Users > Manage Queues and clicking New.

Service Request Fulfilment

Create and link at least one Task template as a fulfilment process in any Service Request Definition by navigating to Remedyforce Administration > Configure Application tile > Request Definitions.

Define least one Service Level Agreement with a Target on Task Object by navigating to Remedyforce Administration > Manage Workflows and Other Processes > Agreements.

Alternatively, you can also navigate to Remedyforce Workspaces > Service Level Management > Agreements.

Create at least five problem records by navigating to Remedyforce Console > View > Problems and clicking New.

20

Create at least one custom layout for Problem records by navigating to Remedyforce Administration > Application Settings > Consoles.

Define least one Service Level Agreement with a Target on Problem Object by navigating to Remedyforce Administration > Manage Workflows and Other Processes > Agreements.

Alternatively, you can also navigate to Remedyforce Workspaces > Service Level Management > Agreements.

Link at least one knowledge article to a Problem record by navigating to Remedyforce Console > View > Problems and clicking Select and Link Knowledge Articles to Problem from the Details section.

Link a few incidents to a problem record by navigating to Remedyforce Console > View > Problems and clicking Select and Link Incidents to Problem from the Details section.

Feature Usage

Create at least five change request records by navigating to Remedyforce Console > View > Change Requests and clicking New.

Create at least one template on change request object

by navigating to Remedyforce Administration > Configure Application > Templates.

Alternatively, you can also navigate to Remedyforce Workspaces > Configuration > Templates.

Create a queue with a few staff members for the change request object by navigating to Remedyforce Administration > Manage Users > Manage Queues and clicking New.

Define least one Service Level Agreement with a Target on Change Request Object

by navigating to Remedyforce Administration > Manage Workflows and Other Processes > Agreements.

Alternatively, you can also navigate to Remedyforce Workspaces > Service Level Management > Agreements.

Create at least one service outage record on any business service by navigating to Remedyforce Administration > Manage Workflows and Other Processes > Service Outage.

Alternatively, you can also navigate to Remedyforce Workspaces > Change Management > Service Outage.

Create at least one custom layout for change requests by navigating to Remedyforce Administration > Application Settings > Consoles.

Link a CI or a Service to a change record by navigating to Remedyforce Console > View > Releases and clicking Select and Link to Change Request from the Details section.

Collision Detection

Enable change collision detection on change records by navigating to Remedyforce Console > View menu > Change Requests and clicking Collision Detection from Agent Tools for the selected record.

Create at least one release record by navigating to Remedyforce Console > View > Releases and clicking New.

Create at least one template on Release object by navigating to Remedyforce Administration > Configure Application > Templates.

Alternatively, you can also navigate to Remedyforce Workspaces > Configuration > Templates.

Create a few tasks and link with a release record by navigating to Remedyforce Console > View > Releases and clicking Select and Link Task to Release from the Details section.

20

Link a change request to any release record Remedyforce Console > View > Releases and clicking Select and Link Change Requests to Release from the Details section.

Create at least one custom layout for release by navigating to Remedyforce Administration > Application Settings > Consoles.

Earn 70 points on creating more than 20 knowledge articles by navigating to the Knowledge Articles tab and clicking New.

10

Turn on the Display in Self Service feature of at least one knowledge article by navigating to the the Knowledge Articles tab.

Configure at least one Staff user as a Remedyforce Knowledge User by navigating to Remedyforce Administration > Manage Users.

Create knowledge article of more than one article type (at least 2) by navigating to navigating to the Knowledge Articles tab and clicking New.