Administering
This section provides information about tasks that a system administrator must perform to configure and administer .
Goal | Additional information |
|---|---|
Importing data and configuration settings from the production org to the sandbox org. | |
Performing most of the tasks to configure and administer Remedyforce and the Self Service module. | |
Creating and managing profiles, permission sets, roles, accounts, and queues. | |
Managing Salesforce and Remedyforce licenses. | |
Creating actions, categories, impacts, urgencies, priorities, standard descriptions, status records, suggested owners, and templates. | |
Customizing Remedyforce as per your business requirements including configuring Chatter settings, customizing custom setting value, general application settings, global search settings, record assignment settings, service target warning settings, urgency assignment order, logo, defining buttons for custom actions, default landing tab etc. | |
Planning, configuring, and implementing Remedyforce CMDB in your organization. | |
Creating services, service agreements, and targets using Service Level Management. | |
Implementing Service Request Management in Remedyforce. | |
Creating an approval process for incidents, change requests, and knowledge articles. | |
Configuring knowledge articles, including granting permissions, configuring custom article types, fields, etc. | |
Managing all records (incidents, service requests, tasks, problems, change requests, releases, and broadcasts) from a single console. | |
Accessing and configuring dashboards and reports in Remedyforce. | |
Creating and configuring one survey for incidents and one survey for service requests. | |
Configuring objects and accessing objects and settings from the Remedyforce Administration tab. | |
Activating and managing the required workflows and other processes. | |
Allowing clients to create and resolve their own incidents and service requests using Self Service. | |
Enabling users to access Remedyforce and Self Service on mobile devices. | |
Configuring email conversation in Remedyforce and using the settings available for email conversation. | |
Configuring Remedyforce to create incidents by sending email messages. | |
Configuring Remedyforce modules based on your requirements. | |
Configuring the Incident Console and Task Console tabs. | |
Configuring the Salesforce page layout based on your requirements including using lookups and searching for page layout, specifying number of records on a page in a lookup, displaying the CI column in a Linked CIs section, customizing forms in Salesforce page layout, providing shortcut to create new records, etc. | |
Localizing Remedyforce including identifying deprecated labels, assigning translators, localizing a form, supporting information, Sidebar, QuickViews, CMDB Explorer, error messages, field labels, custom labels, object labels and Self Service, and exporting and importing translation files. | |
Using the Data Dictionary to understand the objects and fields from which you can export data from Remedyforce to an external tool, such as a reporting application. The Data Dictionary can also be used to plan the import of data from an external tool to Remedyforce. | |
Understanding the REST APIs that are exposed by Remedyforce for performing various actions. |
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