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Remedyforce Value Adoption Dashboard



Remedyforce Value Adoption Dashboard, earlier known as 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, the dashboard also guides you through some of the best practices for using Remedyforce. You can earn points in every step which contributes towards the overall adoption score and also unlock badges on scoring certain points. 

For more information about Remedyforce Value Adoption Dashboard and unlocking badges, refer the following topics:

To view Remedyforce Value Adoption Dashboard 

  1. Click the Remedyforce Administration tab.
  2. Perform one of the following actions:
    • Click the  Remedyforce Value Adoption Dashboard link on the top right corner as shown in the following image.
    • In the Create Dashboards and Reports tile, click Remedyforce Value Adoption Dashboard.


Adoption scores for cards

Following are the areas for which the scores are calculated. For more information about the cards in each area and and how to earn scores for each card section, click the required area.

Console Readiness

CardPointsHow to score
SmartView20

Enable SmartViews in Remedyforce Console by navigating to Remedyforce Administration > Application Settings > Consoles.

Activity Feed

20Enable Activity Feed in Remedyforce Console by navigating to Remedyforce Administration > Application Settings > Consoles.
Console List View Customization5Enable the console view customization by navigating to Remedyforce Administration > Application Settings > Consoles.
Console Dashboard10Enable Console Dashboard and QuickViews by navigating to Remedyforce Administration > Application Settings > Consoles.
Highlighting Records5

Enable one or both of the following settings in Remedyforce Console by navigating to Remedyforce Administration > Application Settings > Consoles:

  • Highlighting New Records
  • Highlight New Action
Smart Suggestions

10

Enable Smart Suggestions in Remedyforce Console by navigating to Remedyforce Administration > Application Settings > Consoles and Configure Smart Suggestions

Customized Layouts20Create at least one custom layout for any of the supported objects in Remedyforce Console by navigating to Remedyforce Administration > Application Settings > Consoles
Lookup Filters10

Create at least one lookup filter on any lookup on any of the supported objects by navigating to Remedyforce Administration> Application Settings > Lookup Filters.

Remedyforce CMDB

CardPointsHow to score
Normalization Rules10

Define at least one normalization rule which is active by navigating to Remedyforce Administration > Configure CMDB 2.0 > Normalization Rules.

Reconciliation Rules

10

Define at least one reconciliation rule on any CMDB class by navigating to Remedyforce Administration > Configure CMDB 2.0 > Reconciliation Rules.

CI and Assets

20

Create at least 25 Assets or CI records in CMDB by navigating to Remedyforce CMDB > CI or Remedyforce CMDB > Asset and clicking New.

Services10

Create at least one Business Service in CMDB by navigating to Remedyforce CMDB and selecting Business Service class from the left pane, then clicking New.

CI/Asset Relationship

20

Create at least 5 relationship records between various CIs, Assets, or Services by navigating to Remedyforce CMDB and creating a relationship for the selected record from the instance editor.

Track Attribute History10

Enable Track Attribute History and select at least one field to be tracked for changes by navigating to  Remedyforce Administration > Configure CMDB 2.0 > Track Attribute History.

Models

10

Define at least one model record to be used in CMDB by navigating to Remedyforce Administration > Configure CMDB 2.0 > Models.

Locations10

Create 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 by navigating to Remedyforce Administration > Configure CMDB 2.0 > Locations.

Self Service

CardPointsHow to score
Ticket Layouts20

Create at least one ticket layout for Self Service Tickets/Incidents by navigating to Remedyforce Administration > Configure Self Service > Tickets Layout.

Remedyforce Chat10

Enable Chat in Remedyforce Self Service by navigation to Remedyforce Administration > Configure Self Service > General Self Service Settings.

Self Service Tiles10

Create at least one custom tile with a custom link to be used in Self Service by navigating to Remedyforce Administration > Configure Self Service > Tile Visibility and Order.

Common Requests - Incidents10

Select a few templates for the Common Requests list in Self Service by navigating to Remedyforce Administration > Configure Self Service > Common Requests.

Common Requests - Service Requests10

Select a few SRDs for the Common Requests list in Self Service by navigating to Remedyforce Administration > Configure Self Service > Common Requests.

Custom Branding10

Set a custom logo for your organization in Self Service by navigating to Remedyforce Administration > Configure Self Service > Branding.

Remedyforce Service Health

10

Enable service health tile for Self Service by navigating to Remedyforce Administration > Application Settings > Service Health Settings.

Knowledge Articles20

Enable knowledge article search in Self Service by navigating to Remedyforce Administration > Configure Self Service > General Self Service Settings.

Email And Chatter Listeners

CardPointsHow to score

Chatter

10Enable Chatter for Remedyforce by navigating to Setup > Customize > Chatter > Manage Your Chatter Settings.
Chatter Listeners20

Create at least one active Chatter Listener for creating incidents through Chatter by navigating to Remedyforce Administration > Application Settings > Chatter Listeners.

Email Listeners

20

Create at least one Email Service using Remedyforce classes and raise an incident using email by navigating to Remedyforce Administration > Configure Email > Incident - Email Settings.
Email Conversation Setting20

Setup one Org Wide Default (OWD) for Email conversation by navigating to Remedyforce Administration > Configure Email > Organization-Wide Addresses.

Email Incident Assignment20

Set a default user or a queue for incident owner when incidents are raised through emails by navigating to Remedyforce Administration > Configure Email > Incident - Email Settings.

Email Template Folders10

Configure email template folders for Remedyforce email conversation by navigating to by navigating to Remedyforce Administration > Configure Email > Email Conversation Settings.

Incident Management 

CardPointsHow to score
Feature Usage10

Create at least 10 incidents or service requests by navigating to Remedyforce Console > View, clicking Incidents or Service Requests, and then clicking New.

Templates

10

Create at least one template on Incident object by navigating to Remedyforce Administration > Configure Application > Templates.

Alternatively, you can also navigate to Remedyforce Workspaces > Configuration > Templates.

Incidents Created Using Templates

10

Create at least one incident using a template by navigating to Remedyforce Console > View > Incidents, then clicking New and selecting a template in the Template field.

Queues10

Create a queue with a few staff members for the Incident object by navigating to Remedyforce Administration > Manage Users > Manage Queues and clicking New.

Customized Layouts10

Create at least one custom layout for incident by navigating to Remedyforce Administration > Application Settings > Consoles

Auto Assignment

10

Create at least one suggested owner configuration by navigating to Remedyforce Administration > Configure Application > Suggested Owners & Queue Auto Assignment.

Service Catalog20

Create at least one Service Request Definition to be used by end users and staff users by navigating to Remedyforce Administration > Configure Application tile > Request Definitions.

Service Level Agreements

20

Define least one Service Level Agreement with a Target on Incident Object by navigating to Remedyforce Administration > Manage Workflows and Other Processes > Agreements.

Alternatively, you can also navigate to Remedyforce Workspaces > Service Level Management > Agreements.


Task Management 

CardPointsHow to score
Feature Usage10Create at least ten task records by navigating to Remedyforce Console > View > Tasks and clicking New.
Templates

10

Create at least one template on Task object by navigating to Remedyforce Administration > Configure Application > Templates.

Alternatively, you can also navigate to Remedyforce Workspaces > Configuration > Templates.

Task Created Using Templates10

Create at least one task using a template by navigating to Remedyforce Console > View > Tasks, then clicking New and selecting a template in the Template field.

Customized Layouts20

Create at least one custom layout for tasks by navigating to Remedyforce Administration > Application Settings > Consoles.

Queues10

Create a queue with a few staff members for the Task object by navigating to Remedyforce Administration > Manage Users > Manage Queues and clicking New.

Service Request Fulfilment

20

Create and link at least one Task template as a fulfilment process in any Service Request Definition by navigating to Remedyforce Administration > Configure Application tile > Request Definitions.

Service Level Agreements20

Define least one Service Level Agreement with a Target on Task Object by navigating to Remedyforce Administration > Manage Workflows and Other Processes > Agreements.

Alternatively, you can also navigate to Remedyforce Workspaces > Service Level Management > Agreements.

Problem Management

CardPointsHow to score
Feature Usage20

Create at least five problem records by navigating to Remedyforce Console > View > Problems and clicking New.

Customized Layouts

20

Create at least one custom layout for Problem records by navigating to Remedyforce Administration > Application Settings > Consoles.

Service Level Agreements20

Define least one Service Level Agreement with a Target on Problem Object by navigating to Remedyforce Administration > Manage Workflows and Other Processes > Agreements.

Alternatively, you can also navigate to Remedyforce Workspaces > Service Level Management > Agreements.

Link Knowledge Articles20

Link at least one knowledge article to a Problem record by navigating to Remedyforce Console > View > Problems and clicking Select and Link Knowledge Articles to Problem from the Details section.

Link Incidents20

Link a few incidents to a problem record by navigating to Remedyforce Console > View > Problems and clicking Select and Link Incidents to Problem from the Details section.

Change Management 

CardPointsHow to score

Feature Usage

20

Create at least five change request records by navigating to Remedyforce Console > View > Change Requests and clicking New.

Templates10

Create at least one template on change request object

by navigating to Remedyforce Administration > Configure Application > Templates.


Alternatively, you can also navigate to Remedyforce Workspaces > Configuration > Templates.

Queues10

Create a queue with a few staff members for the change request object by navigating to Remedyforce Administration > Manage Users > Manage Queues and clicking New.

Service Level Agreements20

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

by navigating to Remedyforce Administration > Manage Workflows and Other Processes > Agreements.


Alternatively, you can also navigate to Remedyforce Workspaces > Service Level Management > Agreements.

Service Outages10

Create at least one service outage record on any business service by navigating to Remedyforce Administration > Manage Workflows and Other Processes > Service Outage.

Alternatively, you can also navigate to Remedyforce Workspaces > Change Management > Service Outage.

Customized Layouts10

Create at least one custom layout for change requests by navigating to Remedyforce Administration > Application Settings > Consoles.

Link CI or Service10

Link a CI or a Service to a change record by navigating to Remedyforce Console > View > Releases and clicking Select and Link to Change Request from the Details section.

Collision Detection

10

Enable change collision detection on change records by navigating to Remedyforce Console > View menu > Change Requests and clicking Collision Detection from Agent Tools for the selected record.

Release Management 

CardPointsHow to score
Feature Usage30

Create at least one release record by navigating to Remedyforce Console > View > Releases and clicking New.

Templates10

Create at least one template on Release object by navigating to Remedyforce Administration > Configure Application > Templates.


Alternatively, you can also navigate to Remedyforce Workspaces > Configuration > Templates.

Link Tasks20

Create a few tasks and link with a release record by navigating to Remedyforce Console > View > Releases and clicking Select and Link Task to Release from the Details section.

Link Change Requests

20

Link a change request to any release record Remedyforce Console > View > Releases and clicking Select and Link Change Requests to Release from the Details section.

Customized Layouts20

Create at least one custom layout for release by navigating to Remedyforce Administration > Application Settings > Consoles.

Knowledge Management

CardPointsHow to score
Knowledge Articles: Count >2070

Earn 70 points on creating more than 20 knowledge articles by navigating to the Knowledge Articles tab and clicking New.

Articles Published to Self Service

10

Turn on the Display in Self Service feature of at least one knowledge article by navigating to the the Knowledge Articles tab.

Knowledge Users10

Configure at least one Staff user as a Remedyforce Knowledge User by navigating to Remedyforce Administration > Manage Users.

Article Types10

Create knowledge article of more than one article type (at least 2) by navigating to navigating to the Knowledge Articles tab and clicking New.

Related topic

Unlocking Remedyforce Value Adoption badges


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