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|
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|
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|