User goals and features
This section explains the product roles and responsibilities and provides relevant documentation links.
| User role | Responsibilities | Out-of-the-box profiles | Out-of-the-box permission sets | Suggested topics |
|---|---|---|---|---|
| System administrator | The system administrator installs, upgrades, and configures the BMC Helix Remedyforce product. Additionally, the administrator configures and customizes BMC Helix Remedyforce, including integrations. | Salesforce System Administrator | Remedyforce Administrator | |
| Staff member | The staff member uses the BMC Helix Remedyforce product to manage and resolve incidents and service requests for clients. | ServiceDesk Staff | ServiceDesk Staff | |
| The change manager accepts or rejects change requests along with evaluating incidents and determining if a change request is necessary. Additionally, the change manager also creates change requests and forwards change requests through the appropriate stages of the change management process. | ServiceDesk Change Manager | ServiceDesk Change Manager | Change management |
| The release owner plans, implements, and manages releases. | None | ServiceDesk Release Coordinator | Release management |
| Self Service client | The Self Service client reports an issue or requests a service. The client also searches and views broadcasts and self-help articles to resolve common issues. | ServiceDesk Client | ServiceDesk Client | Tasks in Self Service 2.0 |
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