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Remedyforce Utilization - BETA

Remedyforce Utilization provides an overall score of how your Remedyforce processes are configured. It helps you in finding available features and options that you can configure or enable to maximize the value you can achieve from your Remedyforce implementation. Along with that, it also guides you through some of the best practices for using Remedyforce. You can earn points in every step which contributes towards the overall utilization score.

The following table lists the card sections, their scores, and how to earn scores for each card section.

SectionCardPointsHow to score
Console Readiness SmartViews20Enable SmartViews in Remedyforce Console.

Activity Feed

20Enable Activity Feed in Remedyforce Console.
Console List View Customization5Enable the Console List View customization for Staff.
Console Dashboard10Enable Console Dashboard and QuickViews for Staff.
Highlighting of Records in List View5

Enable one or both of the following settings in Remedyforce Console:

  • Highlighting New Records
  • Highlight New Action
Smart Suggestions

10

Enable Smart Suggestions in Remedyforce Console for Staff.
Customized Layouts20Create at least one custom layout for any of the supported objects in Remedyforce Console. 
Lookup Filters10Create at least one lookup filter on any lookup on any of the supported objects.
Incident and SR Management Feature Usage10

Create at least 10 incidents or service requests.

Templates

10

Create at least one template on Incident object.

Incidents Created using Templates

10

Create at least one incident using a template.

Queues5

Create a queue with a few staff members for the Incident object.

Customized Layouts10

Create at least one custom layout for incident.

Auto Assignment

10

Create at least one suggested owner configuration.

Service Catalog20

Create at least one Service Request Definition to be used by end users and staff users.

Service Level Agreements

20

Define least one Service Level Agreement with a Target on Incident Object.

Task Management Feature Usage10Create at least ten task records.
Templates

10

Create at least one template on Task object.

Task Created using Templates10

Create at least one task using a template.

Customized Layouts20

Create at least one custom layout for tasks.

Queues10

Create a queue with a few staff members for the Task object.

Service Request Fulfilment

20

Create and link at least one Task template as a fulfilment process in any Service Request Definition.

Service Level Agreements20

Define least one Service Level Agreement with a Target on Task Object.

Problem Management Feature Usage20

Create at least five problem records.

Customized Layouts

20

Create at least one custom layout for Problem records.

Service Level Agreements20

Define least one Service Level Agreement with a Target on Problem Object.

Link Knowledge Articles20

Link at least one knowledge article to a Problem record.

Link Incidents20

Link a few incidents to a problem record.

Release Management Feature Usage30

Create at least one release record.

Templates10

Create at least one template on Release object.

Link Tasks20

Create a few tasks and link with a release record.

Link Change Requests

20

Link a change request to any release record.

Customized Layouts20

Create at least one custom layout for release.

Change Management

Feature Usage

20

Create at least five change request records.

Templates10

Create at least one template on change request object.

Queues10

Create a queue with a few staff members for the change request object

Service Level Agreements20

Define least one Service Level Agreement with a Target on Change Request Object.

Service Outages10

Create at least one service outage record on any business service.

Customized Layouts10

Create at least one custom layout for change requests.

Link CI or Service10

Link a CI or a Service to a change record.

Collision Detection

10

Enable change collision detection on change records.

Remedyforce CMDB Normalization Rules10

Define at least one normalization rule which is active.

Reconciliation Rules

10

Define at least one reconciliation rule on any CMDB class.

Assets and CI

10

Create at least 25 Assets or CI records in CMDB.

Services10

Create at least one Business Service in CMDB.

CI/Asset Relationship

20

Create at least 5 relationship records between various CIs, Assets, or Services.

Track Attribute History10

Enable Track Attribute History and select at least one field to be tracked for changes.

Models

10

Define at least one model record to be used in CMDB.

Locations10

There should be at least five records in the Base Element object with the class name BMC_PhysicalLocation and for which the flag Mark As Delete is not set to True.

Self Service Customized Layouts20

Create at least one custom layout for Self Service Tickets/Incidents.

Remedyforce Chat10

Enable Chat in Remedyforce Self Service.

Self Service Tiles10

Create at least one custom tile with a custom link to be used in Self Service.

Common Requests - Incidents10

Select a few templates for the Common Requests list in Self Service.

Common Requests - Service Requests10

Select a few SRDs for the Common Requests list in Self Service.

Custom Branding10

Set a custom logo for your organization in Self Service.

Service Health

10

Enable service health tile for Self Service.

Knowledge Articles20

Enable knowledge article search in Self Service.

Knowledge Management Knowledge Articles: Count <10

10

Earn 10 points on creating knowledge articles (at least 1, but less than 10).

Knowledge Articles: Count 10-2050

Earn 50 points on creating knowledge articles (at least 10, but less than 20).

Knowledge Articles: Count >2070

Earn 70 points on creating more than 20 knowledge articles.

Knowledge Article Published to SS

10

Turn on the Display in Self Service feature of at least one knowledge article.

Knowledge Users10

Configure at least one Staff user as a Remedyforce Knowledge User.

Article Types10

Create knowledge article of more than one article type (at least 2).

Email And Chatter Listeners

Chatter

10Enable Chatter for Remedyforce.
Chatter Listeners20

Create at least one active Chatter Listener for creating incidents through Chatter.

Email Listeners

20

Create at least one Email Service using Remedyforce classes and raise an incident using email.
Email Conversation - From email address20

Setup one Org Wide Default (OWD) for Email conversation.

Email Incident Assignment20

Set a default user or a queue for incident owner when incidents are raised through emails.

Email Template Folders10

Configure email template folders for Remedyforce email conversation.

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