Preparing for installation

Only system administrators can install BMC Helix Remedyforce in an existing Salesforce organization. Before you install, perform the following actions:

Setting up the required profiles

Before you install the managed package, you must create the profiles listed in the following table:

Profile	Description
ServiceDesk Staff	This profile is assigned to users who are responsible for resolving requests from clients.
ServiceDesk Client	This profile is assigned to users who typically contact the Service Desk requesting help or a service. For example, someone in Sales calls the Service Desk in order to have a new laptop configured.
ServiceDesk Change Manager	This profile is assigned to users who manage Change Management within BMC Helix Remedyforce .

Important

For all the profiles that you create to access BMC Helix Remedyforce (that also have Salesforce user license), ensure that for each profile, the View Setup and Configuration check box in the Administrative Permissions section is selected.

To set up the required profiles

To create the ServiceDesk Staff profile, perform the following actions:
1. Navigate to the required path:
  - For Salesforce Classic, go to Setup > Manage Users > Profiles.
  - For Salesforce Lightning, go to Setup > Users > Profiles.
  A list of all profiles in your Salesforce.com organization is displayed.
2. In the Profile Name column, click the Standard Platform User profile.
  The details of the Standard Platform User profile are displayed.
3. Click Clone.
4. In the Profile Name field, type ServiceDesk Staff.
5. Click Save.
To create the ServiceDesk Client profile, perform the following actions:
1. Navigate to the required path:
  - For Salesforce Classic, go to Setup > Manage Users > Profiles.
  - For Salesforce Lightning, go to Setup > Users > Profiles.
  A list of all profiles in your Salesforce.com organization is displayed.
2. In the Profile Name column, click the Standard Platform User profile.
  The details of the Standard Platform User profile are displayed. You can also clone profiles with the Salesforce and Chatter Only licenses. Chatter Only is available only if the Chatter Only license is provisioned for your Salesforce organization.
3. Click Clone.
4. In the Profile Name field, type ServiceDesk Client.
5. Click Save.
To create the ServiceDesk Change Manager profile, perform the following actions:
1. Navigate to the required path:
  - For Salesforce Classic, go to Setup > Manage Users > Profiles.
  - For Salesforce Lightning, go to Setup > Users > Profiles.
  A list of all profiles in your Salesforce.com organization is displayed.
2. In the Profile Name column, click the Standard Platform User profile.
  The details of the Standard Platform User profile are displayed.
3. Click Clone.
4. In the Profile Name field, type ServiceDesk Change Manager.
5. Click Save.

Assigning a role to the system administrator

You must associate your user account to a role in your Salesforce.com organization.

Note

If your Salesforce.com organization does not have roles, create the required roles. For more information about creating a role, see the Salesforce Help.

To assign a role to the system administrator

Navigate to the required path:
- For Salesforce Classic, go to Setup > Manage Users > Users.
- For Salesforce Lightning, go to Setup > Users > Users.
In the Action column, click Edit for the system administrator.
In the General Information section, from the Role list, select a role.
Click Save.
Note

When you create a client and associate a BMC Helix Remedyforce organization with the client, the Main Contact (owner) of the BMC Helix Remedyforce organization must have a role in the Salesforce.com role hierarchy of the organization.

Preparing for installation

Setting up the required profiles

To set up the required profiles

Assigning a role to the system administrator

To assign a role to the system administrator

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