Supported Salesforce platform versions, user types, and licenses

Salesforce platform versions supported by BMC Helix Remedyforce

BMC Helix Remedyforce is supported on the following versions of the Salesforce platform:

• Enterprise Edition
• Unlimited Edition
• Performance Edition

For more information about the editions offered by Salesforce, see the Salesforce Help.

Licenses available in BMC Helix Remedyforce

The following user types are available in BMC Helix Remedyforce:

• BMC Helix Remedyforce Service Desk or Standard user—Remedyforce Staff have full functionality of BMC Helix Remedyforce features and can create and manage incidents, problems, change requests, broadcasts, tasks, knowledge articles, configuration items, service requests, service level agreements, reports, dashboards, Chatter, and other service desk related functions, including change assessments and approvals. This is typically called a Salesforce Platform license in Salesforce. These licenses are restricted to use in connection with Remedyforce and extension of configurations delivered as part of the Remedyforce managed package.

• End user—Customers receive 250 end user licenses at no additional cost for each BMC Helix Remedyforce standard user license they purchase. End users can access the Remedyforce Self Service portal to search the knowledge base, submit service requests or incidents, and check the status of their service requests or incidents or on behalf of others. End users can also approve records and use Chatter. This is typically called a Salesforce Platform license in Salesforce. However, in some cases it could also be a Customer Portal Manager Custom license.  These licenses are restricted to use in connection with Remedyforce and specific platform functionality defined above.
• BMC Helix Remedyforce Service Desk – Casual User or Casual user (license add on)—BMC Helix Remedyforce casual users have the same functionality as BMC Helix Remedyforce standard users, but their average login time and number of records updated might not exceed 40% of the average login time and number of records updated by standard users in the same Salesforce organization. These licenses are restricted to use in connection with Remedyforce and extension of configurations delivered as part of the Remedyforce managed package.
• BMC Helix Remedyforce Service Desk Sandbox (license add on)—BMC Helix Remedyforce Sandbox provides customers with a Full Copy sandbox for development and testing of Remedyforce configurations and/or customizations. Usage is limited to Remedyforce although a Full Copy Sandbox does physically copy all of the contents of the org including users and data. BMC Helix Remedyforce Service Desk Sandbox is licensed per user and quantity must match the total quantity of BMC Remedyforce Service Desk and BMC Remedyforce Service Desk – Casual User licenses in the org.
• BMC Helix Remedyforce Service Desk Platform Encryption – Add-On (license add on)— Platform Encryption allows you to natively encrypt your most sensitive data at rest across all your Salesforce apps. This helps you protect PII, sensitive, confidential, or proprietary data and meet both external and internal data compliance policies while keeping critical app functionality —like search, workflow, and validation rules. You keep full control over encryption keys and can set encrypted data permissions to protect sensitive data from unauthorized users.  Usage is limited to Remedyforce data.  BMC Helix Remedyforce Service Desk Platform Encryption is licensed per user and quantity must match the total quantity of BMC Remedyforce Service Desk licenses in the org.
• BMC Helix Remedyforce Service Desk Platform Encryption – Casual User – Add-On (license add on)— Platform Encryption allows you to natively encrypt your most sensitive data at rest across all your Salesforce apps. This helps you protect PII, sensitive, confidential, or proprietary data and meet both external and internal data compliance policies while keeping critical app functionality —like search, workflow, and validation rules. You keep full control over encryption keys and can set encrypted data permissions to protect sensitive data from unauthorized users.  Usage is limited to Remedyforce data. BMC Helix Remedyforce Service Desk Platform Encryption is licensed per user and quantity must match the total quantity of BMC Remedyforce Service Desk – Casual User licenses in the org.
• BMC Helix Remedyforce Service Desk Field Audit Trail – Add-On (license add on)— Field Audit Trail lets you know the state and value of your data for any date, at any time. You can use it for regulatory compliance, internal governance, audit, or customer service. Built on a big data backend for massive scalability, Field Audit Trail helps companies create a forensic data-level audit trail with up to 10 years of history, up to 60 fields per object, and set triggers for when data is deleted.  There is no user interface to the Field Audit Trail data. Customers can export the data or use REST APIs to gain access to the information. Usage is limited to Remedyforce. BMC Helix Remedyforce Service Desk Field Audit Trail is licensed per user and quantity must match the total quantity of BMC Remedyforce Service Desk licenses in the org.
• BMC Helix Remedyforce Service Desk Field Audit Trail – Casual User – Add-On (license add on)— Field Audit Trail lets you know the state and value of your data for any date, at any time. You can use it for regulatory compliance, internal governance, audit, or customer service. Built on a big data backend for massive scalability, Field Audit Trail helps companies create a forensic data-level audit trail with up to 10 years of history, up to 60 fields per object, and set triggers for when data is deleted.  There is no user interface to the Field Audit Trail data.  Customers can export the data or use REST APIs to gain access to the information. Usage is limited to Remedyforce. BMC Helix Remedyforce Service Desk Desk Field Audit Trail is licensed per user and quantity must match the total quantity of BMC Remedyforce Service Desk – Casual User licenses in the org.
• BMC Helix Remedyforce Service Desk Event Monitoring – Add-On (license add on)— Event Monitoring gives you access to detailed performance, security, and usage data on all your Salesforce apps. Every interaction is tracked and accessible via API, so you can view it in the data visualization app of your choice. See who is accessing critical business data when, and from where. Understand user adoption across your apps. Troubleshoot and optimize performance to improve end-user experience. Event Monitoring data can be easily imported into any data visualization or application monitoring tool like Wave Analytics, Splunk, or New Relic. There is no user interface to Event Monitoring.  It is considered an API-only feature. Customers will have to take on responsibility of using REST APIs to gain access to the data.  Additionally, Salesforce now offers an Event Monitoring App that is a part of Salesforce Analytics. Usage is limited to Remedyforce data. BMC Helix Remedyforce Service Desk Event Monitoring is licensed per user and quantity must match the total quantity of BMC Remedyforce Service Desk licenses in the org.
• BMC Helix Remedyforce Service Desk Event Monitoring – Casual User – Add-On (license add on)— Event Monitoring gives you access to detailed performance, security, and usage data on all your Salesforce apps. Every interaction is tracked and accessible via API, so you can view it in the data visualization app of your choice. See who is accessing critical business data when, and from where. Understand user adoption across your apps. Troubleshoot and optimize performance to improve end-user experience. Event Monitoring data can be easily imported into any data visualization or application monitoring tool like Wave Analytics, Splunk, or New Relic. There is no user interface to Event Monitoring.  It is considered an API-only feature. Customers will have to take on responsibility of using REST APIs to gain access to the data.  Additionally, Salesforce now offers an Event Monitoring App that is a part of Salesforce Analytics. Usage is limited to Remedyforce data. BMC Helix Remedyforce Service Desk Event Monitoring is licensed per user and quantity must match the total quantity of BMC Remedyforce Service Desk – Casual User licenses in the org.
• BMC Helix Remedyforce Service Desk Shield – Add-On (license add on) — Shield provides customers with a bundle of BMC Helix Remedyforce Platform Encryption, BMC Helix Remedyforce Event Monitoring, and BMC Helix Remedyforce Field Audit Trail.  Usage is limited to Remedyforce. BMC Helix Remedyforce Service Desk Shield is licensed per user and quantity must match the total quantity of BMC Remedyforce Service Desk licenses in the org.
• BMC Helix Remedyforce Service Desk Shield – Casual User – Add-On (license add on)— Shield provides customers with a bundle of BMC Helix Remedyforce Platform Encryption, BMC Helix Remedyforce Event Monitoring, and BMC Helix Remedyforce Field Audit Trail.  Usage is limited to Remedyforce. BMC Helix Remedyforce Service Desk Shield is licensed per user and quantity must match the total quantity of BMC Remedyforce Service Desk – Casual User licenses in the org.

Salesforce licenses supported in BMC Helix Remedyforce

The Salesforce licenses determine the pages, tabs, classes, objects, and components that are available to the users. The profiles that can be assigned to a user are also based on the user license. The following table lists the Salesforce licenses that are supported in BMC Helix Remedyforce. 

BMC Helix Remedyforce and the Salesforce Lightning Experience

The Salesforce Lightning Experience is a new Salesforce user interface that has been introduced to customers over the past year. Salesforce Lightning Experience now supports all Remedyforce tabs that are supported by Salesforce Classic. For more information about configuring Remedyforce for Lighning Experience, see Configuring BMC Remedyforce for Salesforce Lightning Experience