Configuring BMC Remedyforce for Salesforce Lightning Experience

Remedyforce supports and works in Salesforce Lightning Experience. The following video (50:49) provides an introduction to Salesforce Lightning Experience:

Remedyforce tabs supported in Lightning Experience

Lightning Experience supports only the following Remedyforce tabs:

• Knowledge Articles
• Remedyforce Self Service 3.0
• Remedyforce Workspaces
• Remedyforce Administration
• Remedyforce CMDB
• Remedyforce Console
• Getting Started
• Remedyforce Service Health
• Remedyforce Dashboard

Before you begin

• Ensure that you have already turned on the Salesforce Lightning Experience in your organization and have assigned the appropriate permissions. For more information, see  Salesforce help

• Set up a domain for your organization. For more information, see My Domain

To configure BMC Remedyforce Lightning

1. From Lightning, click the Setup gear iconand then select Setup Home.
2. In Quick Find, type App. From the search results, click App Manager.
3. Click New Lightning App and enter a name for your app and provide the description. For example, Remedyforce Lightning.
4. Upload an image of your choice (For example, your company logo) and set the Primary Color Hex Value (for example, your company’s primary color) and click Next.
5. Click Next.

6. Select the tabs you want to make available.

   Note

   The Tab accessibility can be managed at the Profile or Permission Set Level.

7. Click Next.
8. Assign the profiles that should have access to this app. For example, ServiceDesk System Administrator, ServiceDesk Staff, and the ServiceDesk Change Manager.
   The app that works in the Salesforce Lightning Experience is now ready with your logo and color scheme. 

Before configuring knowledge articles

• Set up a domain for your organization. For more information, see My Domain

• The Lightning layouts for out-of-the-box knowledge article types are provided as a starting point to help your organization transit from Salesforce Classic to Lightning Experience. You might need to perform additional changes depending on your organization's configuration and customization, if any. For more details on page layouts in Lightning Experience, seeSalesforce Help

• Account Details section is removed from out-of-the-box lightning layouts to prevent collision detection errors in Lightning Experience. BMC recommends that you use the Manage Self Service Access action to configure availability of articles. New buttons for Link CI to Knowledge Articles and Knowledge Management Process are included in the Lightning layouts. Refer the following table to ensure that you are using the appropriate component in the layouts according to the user experience.

• If you have created any custom fields on knowledge article object and/or have customized the page layouts for knowledge articles in Salesforce Classic, you will need to perform the same for the respective Lightning layouts. 
• If you have enabled feed tracking for the Knowledge Article object, you must perform the following steps to display Chatter actions in Lightning Experience. 

1. 
   
   1. Navigate to the respective page layout for Lightning Experience.
   2. Click Edit.
   3. In the Salesforce Mobile and Lightning Experience Actions section, click theoverride the preferred actions hyperlink.
   4. From the top selection box, select Mobile and Lightning Actions from the left panel.
   5. Drag and drop Post, File, Link, Pollor other  actions to the Salesforce Mobile and Lightning Experience section.
   6. Click Save.

• You can also use the Lightning App Builder to add, remove, or reorder components on a record page to give users a customized view for each object’s records. For more details, see Salesforce Help.

To assign layouts for knowledge articles in Lightning Experience

The following types of knowledge articles are supported in Lightning Experience:

• FAQ- Lightning
• How To - Lightning
• Known Error - Lightning
• Problem Solution - Lightning

To assign layouts for knowledge articles, perform the following steps:

1. Click the Knowledge Article tab.
2. Open any Knowledge Article and click the Setup icon.
3. Click Edit object.
4. From the left side panel, select Page Layouts.
5. In the Page Layouts section, click Page Layout Assignment.
6. Click Edit Assignment.
7. Select the required profiles.
8. From the Page Layout To Use list, select the required layout for the knowledge article.
9. Click Save.

To manage accounts for accessing knowledge articles in Self Service

You can manage Self Service access for knowledge articles and edit accounts for knowledge articles in Self Service. The knowledge articles are displayed only to the accounts that have access to view the knowledge article. Perform the following steps:

1. Click the Knowledge Article tab.
2. Open the required knowledge article to manage the Self Service access.
3. From the right side drop-down, select Manage Self Service Access.
4. Select the Selected Accounts.
5. From the Available Accounts list box and add the accounts in the Selected Accounts section.
6. Click Apply. 
7. To display the accounts in Self Service, select the Display in Self Service check box.

To link services and CIs to Knowledge Articles

You can manage access for knowledge articles and link CI and services to knowledge articles. Perform the following steps:

1. Click the Knowledge Article tab.
2. Open any Knowledge Article and click Related tab.
3. Click Link Services and CIs.
4. Select the required services and CIs.
5. Click Link.

To create page layouts for custom knowledge article types in Lightning Experience

To create page layouts for custom knowledge article types in Lightning Experience, perform the following steps:

1. Navigate to Setup > Custom Object > Knowledge Articles.
2. Click Page Layouts.
3. Edit the custom layout.
4. Click Save As and enter the page name as Custom layout_Ligthning in the Page Layout Name field.
5. Click Save.
6. In the Salesforce Mobile and Lightning Experience Actions section, click the override the preferred actions hyperlink.
7. From the top selection box, select Mobile and Lightning Actions from the left panel.
8. Drag and drop Knowledge Management Process and Manage Self Service Access actions to the Salesforce Mobile and Lightning Experience section.
9. Delete the Account Details section.
10. Navigate to Related Lists > Linked Services and CIs, click the Related List properties  icon.
11. From the Available Buttons list box, select the Link CI to Knowledge Articles and add to the Selected Buttons list box.

12. Delete the previous Link CI to Knowledge Articles button from the Selected Buttons list box.

    Note

    The Link CI to Knowledge Articles button in the Available Buttons list box is for Lighting Experience and the Link CI to Knowledge Articles button in the Selected Buttons sections is for Classic view.

    Note that once you have added the Link CI to Knowledge Articles button meant for the Lightning mode, if you switch to the Classic mode, this button does not behave as expected. When you click this button, a new tab opens to establish the linking and you cannot go back to the Knowledge Article page.  

13. Click Save.

Caveats for Salesforce Lightning Experience

• Incognito or other private browsing modes are not supported. If you want to use lightning experience in incognito mode and face any issues, allow cookies in your browser.

• You might experience unpredictable behavior if you switch back and forth from Classic to Lightning. 

  Best practice
  For such instances, we recommend that you log out of the session and log on again.

• Remedyforce for Lightning Experience is not supported on Microsoft Internet Explorer 11. Any issues found will not be resolved. However, you can use the following browsers:
  
  • Microsoft Edge Chromium
  • Google Chrome
  • Mozilla Firefox
  • Apple Safari
• The following Standard Layouts are not supported in Salesforce Lightning Experience:
  • Incidents or Service Requests 
  • Tasks
  • Releases
  • Problems 
  • Change Requests
  • Broadcasts
• While creating an incident from Chatter in the Lightning Experience, you cannot attach more than one file.
• When you navigate to Remedyforce Administration > Manage Users > Clients and click any client, the Client page is displayed. On this page, click an incident record from the Support Information section. The incident opens in Remedyforce Console. However, the Remedyforce Console tab is not highlighted.
• In Salesforce Lightning Experience, you can link the recently viewed records with a post or a comment that you are sharing from Chatter. To know how to link a record, see  Salesforce help. This feature is not supported when sharing a post or writing a comment from the Details tab of Remedyforce Console in Salesforce Lightning Experience.
• When a logged-in user is added to the Switch Users to Lightning Experience list by an administrator for wanting to be switched to the new interface through Setup > Lightning Experience Transition Assistant > Roll Out Phase > Launch lightning Experience > Switch Users, consider the following: 
  Even if the user switches to Salesforce Classic view and opens a Salesforce knowledge article, the knowledge article opens in a new tab and not as a pop-up.
• Accessing Remedyforce Console through Lightning Experience App Manager is not supported. 
  Access Remedyforce Console either through Salesforce Classic or through Salesforce Lightning Experience. 
• The Show more link on the Details page in Remedyforce Console does not work if you select the URL stabilization check boxes under Setup > My Domain > Company Settings:
  
  As a workaround, clear the URL stabilization check boxes.

Videos

Watch the following videos to learn more about Lightning Experience:

Related topics

Lightning-web-components

Configuring-Lightning-Web-Components

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