Supported Salesforce platform versions, user types, and licenses

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.

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.

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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.

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.

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. 

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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.

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. 

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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.

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. 

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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.

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. 

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Service Desk Event Monitoring is licensed per user and quantity must match the total quantity of BMC Remedyforce Service Desk licenses in the org.

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.

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.

Shield provides customers with a bundle of 

BMC Helix Remedyforce

Platform Encryption, 

BMC Helix Remedyforce

Event Monitoring, and 

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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.