Remedyforce Utilization - BETA

Activity Feed

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

• Highlighting New Records
• Highlight New Action

10

Create at least 10 incidents or service requests.

Templates

Create at least one template on Incident object.

10

Create at least one incident using a template.

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

Create at least one custom layout for incident.

Auto Assignment

Create at least one suggested owner configuration.

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

Service Level Agreements

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

10

Create at least one template on Task object.

Create at least one task using a template.

Create at least one custom layout for tasks.

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

Service Request Fulfilment

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

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

Create at least five problem records.

20

Create at least one custom layout for Problem records.

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

Link at least one knowledge article to a Problem record.

Link a few incidents to a problem record.

Create at least one release record.

Create at least one template on Release object.

Create a few tasks and link with a release record.

20

Link a change request to any release record.

Create at least one custom layout for release.

Feature Usage

Create at least five change request records.

Create at least one template on change request object.

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

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

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

Create at least one custom layout for change requests.

Link a CI or a Service to a change record.

Collision Detection

Enable change collision detection on change records.

Define at least one normalization rule which is active.

Reconciliation Rules

Define at least one reconciliation rule on any CMDB class.

10

Create at least 25 Assets or CI records in CMDB.

Create at least one Business Service in CMDB.

20

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

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

10

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

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.

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

Enable Chat in Remedyforce Self Service.

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

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

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

Set a custom logo for your organization in Self Service.

Service Health

Enable service health tile for Self Service.

Enable knowledge article search in Self Service.

10

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

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

Earn 70 points on creating more than 20 knowledge articles.

10

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

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

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

Chatter

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

20

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

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

Configure email template folders for Remedyforce email conversation.