Note

 

This documentation supports the 20.16.01 version of Remedyforce.

To view the latest documentation, select the latest version from the Product version menu.

Orientation

Use the information in this section to understand the primary milestones for getting oriented with the BMC Remedyforce product.

The following table will help you to locate the information you will need to work effectively with the product.

QuestionDescriptionTopics
What is BMC Remedyforce?BMC Remedyforce is a cloud-enabled IT Service Management solution that delivers service desk, self-service, and inventory management capabilities. The solution is hosted on the Software as a Service (SaaS) Force.com platform from Salesforce.
What is the Alignability Process Model?The Alignability Process Model illustrates how ITIL processes map to work instructions performed in BMC Remedyforce. You can access this model within BMC Remedyforce.

Can I use the BMC Remedyforce Trial environment?

Yes. You can register for a 30-day trial version of BMC Remedyforce.
Does BMC Remedyforce support integration with other products?Yes. BMC Remedyforce supports integrations with other products from BMC, including BMC MyIT OnDemand and third-party vendors.
What do I have to do before installing BMC Remedyforce?

You can review information about supported browsers, integrations, Salesforce platform versions, user types, licenses, and languages.

Note: The User permissions section explains the profiles and permission sets that BMC Remedyforce uses to grant users access to different functions. Profiles contain basic access rights and permissions for a group of users. Permission sets can be used in addition to profiles to provide additional levels of access and permissions to a user or multiple users.

Where can I find more information about installing BMC Remedyforce? Who can install the product?Only system administrators can install BMC Remedyforce in an existing Salesforce organization. Before you install the BMC Remedyforce managed package, you must set up the required profiles and assign a role to the system administrator.
What do I have to do after installing BMC Remedyforce?The system administrator must perform some configuring steps after installing BMC Remedyforce.
How can I get started with BMC Remedyforce?

You can get started with BMC Remedyforce by performing simple configurations to enable Remedyforce work according to your requirements and preferences.

What are the different types of upgrade procedures?There are two types of upgrade procedures - self-upgrade and automatic upgrade.
Are there any configuration settings that I need to perform after an upgrade?

After verifying the self-upgrade or automatic upgrade of your organization, you can configure profile-level permissions in BMC Remedyforce.

Note: If you do not use the out-of-the-box profiles or permission sets, you must configure the profile-level permissions.

Are there any additional steps that I need to follow after upgrading BMC Remedyforce for the enhancements that are available in this release?Yes. After you have self-upgraded or BMC has automatically upgraded your organization, you have to manually enable and configure new features in this release.
As an administrator, how can I use the Remedyforce Administration tab?The Remedyforce Administration tab enables system administrators to perform most of the tasks to configure and administer BMC Remedyforce and the Self Service module.
As an administrator, how can I create and manage users?You can create and manage users who use BMC Remedyforce and Self Service. Additionally, you can create and manage profiles, permission sets, roles, accounts, and queues.

As an administrator, can I manage licenses?Yes, you can manage Salesforce and Remedyforce licenses.
As an administrator, what configurations can I perform?You can configure BMC Remedyforce, knowledge articles, dashboards and reports, surveys, objects, and Salesforce page layouts.
As an administrator, which options are available for me to provide access to clients for Self Service?

There are multiple options to access Self Service with BMC Remedyforce. As an administrator, you can provide the access to the clients to any or all of the following options:

  • BMC Remedyforce Self Service for the web browser
  • BMC Remedyforce Self Service for the web - BETA
  • Self Service on Salesforce1 Mobile Application (Self Service mobile app)
  • BMC Remedyforce with BMC MyIT OnDemand
Where can I find information about the Console UI and the tabs on the UI?You can access BMC Remedyforce by using the console layout (Incident, Task, Problem, Change Request, and Release, and Broadcast objects).
Which tasks can I perform using the Self Service option?

Self Service is a cloud-enabled application that enables you to perform multiple tasks, such as reporting an issue or request a service, view knowledge articles and broadcasts, etc.

How can I troubleshoot any issues related to BMC Remedyforce?You can respond to errors caused by failed processes and fine tuning your BMC Remedyforce.

Related topic

User goals and features

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