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.

Supported Salesforce platform versions, user types, and licenses

This topic provides information about the Salesforce platform versions, user types, and licenses that BMC Remedyforce supports:

Note

BMC Remedyforce supports only the Remedyforce Console on the Salesforce Lightning Experience.

Salesforce platform versions supported by BMC Remedyforce

BMC 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.

Salesforce user types available in BMC Remedyforce

The following user types are available in BMC Remedyforce:

  • Standard user—Remedyforce Staff have full functionality of BMC 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.
  • End user—Customers receive 250 end user licenses at no additional cost for each BMC Remedyforce standard user license they purchase. End users can access the Self Service portal to search the knowledge base, submit service requests, and check the status of their service requests and 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.
  • Casual user (license add on)—BMC Remedyforce casual users have the same functionality as BMC 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.
  • Platform user (license add on)—This user license is purchased in addition to the BMC Remedyforce Standard user. This is an option to add full rights to platform functionality to build and use custom applications, use Appexchange applications, and so on.

Salesforce licenses supported in BMC 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 Remedyforce. 

License type

Description

Salesforce License

This license is provided to the system administrator of BMC Remedyforce.

Salesforce Platform License

This license is used to create BMC Remedyforce change managers, staff members, and clients.

Customer Portal Manager Custom License

This license is used to create only client users of BMC Remedyforce. However, BMC is no longer provisioning organizations with these licenses since January 2013.

Note

The Authenticated Website License is not supported in BMC Remedyforce. Although the Authenticated Website license users can log on to Self Service and submit tickets, they cannot view their tickets.

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