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.
Section | Card | Points | How to score |
|---|---|---|---|
Console Readiness | SmartViews | 20 | Enable SmartViews in Remedyforce Console. |
Activity Feed | 20 | Enable Activity Feed in Remedyforce Console. | |
Console List View Customization | 5 | Enable the Console List View customization for Staff. | |
Console Dashboard | 10 | Enable Console Dashboard and QuickViews for Staff. | |
Highlighting of Records in List View | 5 | Enable one or both of the following settings in Remedyforce Console:
| |
Smart Suggestions | 10 | Enable Smart Suggestions in Remedyforce Console for Staff. | |
Customized Layouts | 20 | Create at least one custom layout for any of the supported objects in Remedyforce Console. | |
Lookup Filters | 10 | Create at least one lookup filter on any lookup on any of the supported objects. | |
Incident and SR Management | Feature Usage | 10 | 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. | |
Queues | 5 | Create a queue with a few staff members for the Incident object. | |
Customized Layouts | 10 | Create at least one custom layout for incident. | |
Auto Assignment | 10 | Create at least one suggested owner configuration. | |
Service Catalog | 20 | 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 Usage | 10 | Create at least ten task records. |
Templates | 10 | Create at least one template on Task object. | |
Task Created using Templates | 10 | Create at least one task using a template. | |
Customized Layouts | 20 | Create at least one custom layout for tasks. | |
Queues | 10 | 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 Agreements | 20 | Define least one Service Level Agreement with a Target on Task Object. | |
Problem Management | Feature Usage | 20 | Create at least five problem records. |
Customized Layouts | 20 | Create at least one custom layout for Problem records. | |
Service Level Agreements | 20 | Define least one Service Level Agreement with a Target on Problem Object. | |
Link Knowledge Articles | 20 | Link at least one knowledge article to a Problem record. | |
Link Incidents | 20 | Link a few incidents to a problem record. | |
Release Management | Feature Usage | 30 | Create at least one release record. |
Templates | 10 | Create at least one template on Release object. | |
Link Tasks | 20 | Create a few tasks and link with a release record. | |
Link Change Requests | 20 | Link a change request to any release record. | |
Customized Layouts | 20 | Create at least one custom layout for release. | |
Change Management | Feature Usage | 20 | Create at least five change request records. |
Templates | 10 | Create at least one template on change request object. | |
Queues | 10 | Create a queue with a few staff members for the change request object | |
Service Level Agreements | 20 | Define least one Service Level Agreement with a Target on Change Request Object. | |
Service Outages | 10 | Create at least one service outage record on any business service. | |
Customized Layouts | 10 | Create at least one custom layout for change requests. | |
Link CI or Service | 10 | Link a CI or a Service to a change record. | |
Collision Detection | 10 | Enable change collision detection on change records. | |
Remedyforce CMDB | Normalization Rules | 10 | 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. | |
Services | 10 | 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 History | 10 | 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. | |
Locations | 10 | 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 Layouts | 20 | Create at least one custom layout for Self Service Tickets/Incidents. |
Remedyforce Chat | 10 | Enable Chat in Remedyforce Self Service. | |
Self Service Tiles | 10 | Create at least one custom tile with a custom link to be used in Self Service. | |
Common Requests - Incidents | 10 | Select a few templates for the Common Requests list in Self Service. | |
Common Requests - Service Requests | 10 | Select a few SRDs for the Common Requests list in Self Service. | |
Custom Branding | 10 | Set a custom logo for your organization in Self Service. | |
Service Health | 10 | Enable service health tile for Self Service. | |
Knowledge Articles | 20 | 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 10-20 | 50 | Earn 50 points on creating knowledge articles (at least 10, but less than 20). | |
Knowledge Articles: Count >20 | 70 | 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 Users | 10 | Configure at least one Staff user as a Remedyforce Knowledge User. | |
Article Types | 10 | Create knowledge article of more than one article type (at least 2). | |
Email And Chatter Listeners | Chatter | 10 | Enable Chatter for Remedyforce. |
Chatter Listeners | 20 | 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 address | 20 | Setup one Org Wide Default (OWD) for Email conversation. | |
Email Incident Assignment | 20 | Set a default user or a queue for incident owner when incidents are raised through emails. | |
Email Template Folders | 10 | Configure email template folders for Remedyforce email conversation. |