Note

   

This documentation supports the 20.21.02 version of BMC Helix Remedyforce.

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

Orientation

Use the information in this section to understand the primary milestones for getting oriented with the BMC Helix Remedyforce  product.

The following table will help you to locate the information you will need to work effectively with the product.

QuestionDescriptionTopics

What is BMC Helix Remedyforce ?

BMC Helix Remedyforce is a cloud-enabled IT Service Management solution that delivers service desk, self-service, and inventory management capabilities. The solution is hosted on the Software as a Service (SaaS) Force.com platform from Salesforce.

What is the Alignability Process Model?

The Alignability Process Model illustrates how ITIL processes map to work instructions performed in BMC Helix Remedyforce . You can access this model within BMC Helix Remedyforce .

Alignability Process Model

Can I use the BMC Helix Remedyforce Trial environment?

Yes. You can register for a 30-day trial version of BMC Helix Remedyforce .

Configuring the BMC Helix Remedyforce Trial environment

Does BMC Helix Remedyforce support integration with other products?

Yes. BMC Helix Remedyforce supports integrations with other products from BMC, including BMC MyIT OnDemand and third-party vendors.

What do I have to do before installing BMC Helix Remedyforce ?

You can review information about supported browsers, integrations, Salesforce platform versions, user types, licenses, and languages.

Note: The User permissions section explains the profiles and permission sets that BMC Helix Remedyforce uses to grant users access to different functions. Profiles contain basic access rights and permissions for a group of users. Permission sets can be used in addition to profiles to provide additional levels of access and permissions to a user or multiple users.

Where can I find more information about installing BMC Helix Remedyforce ? Who can install the product?

Only system administrators can install BMC Helix Remedyforce in an existing Salesforce organization. Before you install the BMC Helix Remedyforce managed package, you must set up the required profiles and assign a role to the system administrator.

What do I have to do after installing BMC Helix Remedyforce ?

The system administrator must perform some configuring steps after installing BMC Helix Remedyforce .

Configuring after installation

How can I get started with BMC Helix Remedyforce ?

You can get started with BMC Helix Remedyforce by performing simple configurations to enable Remedyforce work according to your requirements and preferences.

What are the different types of upgrade procedures?There are two types of upgrade procedures - self-upgrade and automatic upgrade.
Are there any configuration settings that I need to perform after an upgrade?

After verifying the self-upgrade or automatic upgrade of your organization, you can configure profile-level permissions in BMC Helix Remedyforce .

Note: If you do not use the out-of-the-box profiles or permission sets, you must configure the profile-level permissions.

Are there any additional steps that I need to follow after upgrading BMC Helix Remedyforce for the enhancements that are available in this release?

Yes. After you have self-upgraded or BMC has automatically upgraded your organization, you have to manually enable and configure new features in this release.

Enabling new features in 20.19.01

As an administrator, how can I use the Remedyforce Administration tab?

The Remedyforce Administration tab enables system administrators to perform most of the tasks to configure and administer BMC Helix Remedyforce and the Self Service module.

Navigating the Remedyforce Administration tab

As an administrator, how can I create and manage users?

You can create and manage users who use BMC Helix Remedyforce and Self Service. Additionally, you can create and manage profiles, permission sets, roles, accounts, and queues.

Managing users

As an administrator, can I manage licenses?Yes, you can manage Salesforce and Remedyforce licenses.

Managing licenses and storage

As an administrator, what configurations can I perform?

You can configure BMC Helix Remedyforce , knowledge articles, dashboards and reports, surveys, objects, and Salesforce page layouts.

As an administrator, which options are available for me to provide access to clients for Self Service?

There are multiple options to access Self Service with BMC Helix Remedyforce . As an administrator, you can provide the access to the clients to any or all of the following options:

  • BMC Helix Remedyforce Self Service for the web browser
  • BMC Helix Remedyforce Self Service for the web - BETA
  • Self Service on Salesforce1 Mobile Application (Self Service mobile app)
  • BMC Helix Remedyforce with BMC MyIT OnDemand

Configuring Self Service

Where can I find information about the Console UI and the tabs on the UI?

You can access BMC Helix Remedyforce by using the console layout (Incident, Task, Problem, Change Request, and Release, and Broadcast objects).

Which tasks can I perform using the Self Service option?

Self Service is a cloud-enabled application that enables you to perform multiple tasks, such as reporting an issue or request a service, view knowledge articles and broadcasts, etc.

Tasks in Self Service 2.0

How can I troubleshoot any issues related to BMC Helix Remedyforce ?

You can respond to errors caused by failed processes and fine tuning your BMC Helix Remedyforce .

Troubleshooting

Related topic

User goals and features

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