Note

   

This documentation supports the 20.23.02 version of BMC Helix Remedyforce.

To view an earlier version, select the 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 Helix Remedyforce  supports along with the steps for configuring BMC Helix Remedyforce  for the Salesforce Lightning experience. 


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  Salesforce Help Open link .

Licenses available in  BMC Helix Remedyforce

The following image shows various license types that are available for BMC Helix Remedyforce.

The following user types are available in BMC Helix Remedyforce :

No.User typeDescription

1

BMC Helix Remedyforce Service Desk or Standard user

Remedyforce Staff get access to complete functionality of  BMC Helix Remedyforce  features. They can create and manage the following:

  • Incidents
  • Problems
  • Change requests
  • Broadcasts
  • Tasks
  • Knowledge articles
  • Configuration items
  • Service requests
  • Service level agreements
  • Reports
  • Dashboards
  • Chatter
  • Service desk related functions such as 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.

2End 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 Self Service portal and perform the following:

  • Search the knowledge base
  • Submit service requests or incidents
  • Check the status of their service requests or incidents or on behalf of others
  • 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.

3BMC Helix Remedyforce Service Desk – Casual User or Casual user

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.

4BMC 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 customization.

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.

5BMC Helix Remedyforce Service Desk Platform Encryption – Add-On (license add on)

Platform Encryption allows you to natively encrypt your most sensitive data 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 application functionality such as 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.

6BMC 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 application functionality such as 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.

7BMC 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.

8BMC 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 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.

9BMC 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 applications. 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.

10BMC 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.

11BMC 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.

12BMC 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 organization.


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 . 

License type

Description

Salesforce License

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

Salesforce Platform License

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

Customer Portal Manager Custom License

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


Note

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


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

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