Accessing predefined reports
The ability to report on data in BMC Remedyforce is a key tool for management. BMC Remedyforce provides a variety of predefined reports to give you quick access to information. You can use the Reports tab to view, create, edit, and export these reports. If the predefined reports return more information than you need, you can manage the scope of the report by customizing it.
To access predefined reports
- Click the Remedyforce Administration tab.
- On the Home page, click the Create Dashboards and Reports tile, and from the menu select Reports & Dashboards (Salesforce).
- From the Folders list, select BMC Remedyforce.
- In the Report Name column, click the required report to view the report.
The following table describes the predefined reports that are available.
For more information about using and configuring reports, see https://na7.salesforce.com/help/doc/user_ed.jsp?loc=help&target=additional_report_options.htm§ion=Reports.
Overview of the Knowledge Articles Feedback report
As a system administrator, you can use the Knowledge Articles Feedback report to identify all the knowledge articles that have received feedback, and review the comments to update them. The following table describes the columns that are available in the Knowledge Articles Feedback report, and the fields that are used to display the values in each column.
Overview of the Knowledge Articles Usage report
As a system administrator, you can use the Knowledge Articles Usage report to review the usage trends of the knowledge articles. You can analyze which knowledge articles are most used by staff members and Self Service users. You can define the high, medium, and low ranges for the Usage by Staff and Usage in Self Service columns in the Knowledge Article Usage report. The following table lists the default values for each range.
You can update the range by using the defined bucket fields in the report. For more information, see https://help.salesforce.com/htviewhelpdoc?err=1&id=reports_builder_editing.htm&siteLang=en_US
The following table describes the columns that are available in the Knowledge Articles Usage report, and the fields that are used to display the values in each column.