Preparing for installation

Only system administrators can install

BMC Helix Remedyforce

in an existing Salesforce organization. Before you install, perform the following actions:

- Setting up the required profiles
- Assigning a role to the system administrator

Setting up the required profiles

Before you install the managed package, you must create the profiles listed in the following table:

Important

For all the profiles that you create to access

BMC Helix Remedyforce

(that also have Salesforce user license), ensure that for each profile, the View Setup and Configuration check box in the Administrative Permissions section is selected.

To set up the required profiles

To create the ServiceDesk Staff profile, perform the following actions:
1. Navigate to the required path:
  - For Salesforce Classic, go to Setup > Manage Users > Profiles.
  - For Salesforce Lightning, go to Setup > Users > Profiles.
  A list of all profiles in your Salesforce.com organization is displayed.
2. In the Profile Name column, click the Standard Platform User profile.
  The details of the Standard Platform User profile are displayed.
3. Click Clone.
4. In the Profile Name field, type ServiceDesk Staff.
5. Click Save.
To create the ServiceDesk Client profile, perform the following actions:
1. Navigate to the required path:
  - For Salesforce Classic, go to Setup > Manage Users > Profiles.
  - For Salesforce Lightning, go to Setup > Users > Profiles.
  A list of all profiles in your Salesforce.com organization is displayed.
2. In the Profile Name column, click the Standard Platform User profile.
  The details of the Standard Platform User profile are displayed. You can also clone profiles with the Salesforce and Chatter Only licenses. Chatter Only is available only if the Chatter Only license is provisioned for your Salesforce organization.
3. Click Clone.
4. In the Profile Name field, type ServiceDesk Client.
5. Click Save.
To create the ServiceDesk Change Manager profile, perform the following actions:
1. Navigate to the required path:
  - For Salesforce Classic, go to Setup > Manage Users > Profiles.
  - For Salesforce Lightning, go to Setup > Users > Profiles.
  A list of all profiles in your Salesforce.com organization is displayed.
2. In the Profile Name column, click the Standard Platform User profile.
  The details of the Standard Platform User profile are displayed.
3. Click Clone.
4. In the Profile Name field, type ServiceDesk Change Manager.
5. Click Save.

Assigning a role to the system administrator

You must associate your user account to a role in your Salesforce.com organization.

Note

If your Salesforce.com organization does not have roles, create the required roles. For more information about creating a role, see the Salesforce Help.

To assign a role to the system administrator

Navigate to the required path:
- For Salesforce Classic, go to Setup > Manage Users > Users.
- For Salesforce Lightning, go to Setup > Users > Users.
In the Action column, click Edit for the system administrator.
In the General Information section, from the Role list, select a role.
Click Save.

Note
When you create a client and associate a
BMC Helix Remedyforce
organization with the client, the Main Contact (owner) of the
BMC Helix Remedyforce
organization must have a role in the Salesforce.com role hierarchy of the organization.