Configuring Service Desk on Salesforce Mobile App

The Salesforce Mobile App enables users to access applications on mobile devices. If your staff members require to access BMC Helix Remedyforce on the go, you must enable the Service Desk on Salesforce Mobile App. With this mobile application, staff users can perform tasks based on the modules such as Incidents and Tasks. Additionally, they can view the list of open broadcasts and search for knowledge articles. 

The image represents an overview of how to enable the Service Desk on Salesforce Mobile App for staff users:

To enable the Remedyforce Mobile option in Salesforce Mobile App

1. Add the Remedyforce Mobile option to the Salesforce Mobile app by performing the following actions:
   1. 
      
      1. Based on whether you are on Salesforce Classic or Salesforce Lightning, follow the appropriate path.
         • For Salesforce Classic, navigate to Setup > Administer > Mobile Administration > Salesforce Navigation.
         • For Salesforce Lightning, navigate to Setup > Platform Tools > Apps > Mobile Apps > Salesforce > Salesforce Navigation.
           

      2. On the Mobile Navigation page, in the Navigation Menu Items section, select Remedyforce Mobile from the Available list and use the right arrow key to move it to the Selected list. 

         If you want to set Remedyforce Mobile as the landing application after you log on to Salesforce Mobile App, you must keep it at the top of the Selected list. In this case, based on the network bandwidth, when a staff member logs on for the first time, Remedyforce Mobile might take a little longer than usual to load.

      3. Click Save.

         Tip

         You can customize the landing page for the Salesforce Mobile App platform to display your custom branding. For more information, see Salesforce Help.

To enable staff users with access to the Salesforce Mobile App

Staff members can work with incidents and tasks, view broadcasts, and knowledge articles by using the Remedyforce Mobile on Salesforce Mobile App (Service Desk mobile app) with the appropriate settings enabled.

Perform the following steps: 

1. To enable staff members to access the Remedyforce Mobile, ensure that the API Enabled check box (Setup > Manage Users > Profiles > Administrative Permissions) is selected for their profile
2. Select the Manage ServiceDesk Staff Member check box for a staff user from Remedyforce Administration > Manage Users > Clients > Client.
3. Enable the Remedyforce Mobile tab for the logged-in user by performing the following steps:
   1. 
      
      1. Click the Remedyforce Administration tab.
      2. On the Home page, click the Manage Users tile, and from the menu, select Add and Edit User+.
      3. Click the full name of a user.
      4. To edit profile details, click Edit.
      5. In Custom Tab Settings, select the Default On option for Remedyforce Mobile.
      6. Click Save.

Configuration settings for Service Desk on Salesforce Mobile App

For the Service Desk on Salesforce Mobile App, you need to configure settings such as list views, lookup filters, session timeout, and forms (Incident, Task CIs or Assets).

The following interactive graphic provides information about configuring the settings for Service Desk on Salesforce Mobile App. (The graphic may take a few seconds to load.)

(Click the tabs on the left for information about different areas of the Service Desk mobile app. Click the tabs at the top to view the configuration settings and considerations for the selected area.)

To configure list views

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Manage Objects tile, and from the menu, select Create and Edit Objects.
   
3. On the Create and Edit Objects page, from the Objects list, select the object whose list view you want to configure, and then click Field Sets.
4. In the Field Sets section, in the Action column for the  Remedyforce Mobile (Analyst) – List View field set, click Edit.
5. From the object palette, drag the preferred fields to the In the Field Set list.
   The order in which fields appear in the custom form depends on the order in which the fields are arranged in the In the Field Set list. You can rearrange the fields by dragging.
6. (Optional) To remove the selected fields, click the x button that appears on the field name.
7. Click Save.

To customize Incident and Task form fields

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Manage Objects tile, and from the menu, select Create and Edit Objects.
   
3. On the Create and Edit Objects page, from the Objects list, select the required object, and then click Field Sets.
4. In the Field Sets section, in the Action column for the required field set, click Edit.
   For Incident or Task, the field set is Remedyforce Mobile (Analyst) – Incident Details or Remedyforce Mobile (Analyst) – Task Details .
5. From the object palette, drag the preferred fields to the In the Field Set list.
   The form displays all fields that are added to the In the Field Set list. The order in which fields appear in the custom form depends on the order in which the fields are arranged in the In the Field Set list. You can rearrange the fields by dragging.
6. (Optional) To remove the selected fields, click the x button that appears on the field name.
7. Click Save.
   
   

To configure session timeout

Based on the value in the Timeout Value list in the Session Timeout section that you configure, if a staff member leaves the application inactive, the application session times out. The staff member must reload the application from the Navigation menu. By default, the time out value is 2 hours.

1. To configure the Session Timeout value, navigate to either of the following paths:
   • For Salesforce Classic, Setup > Administer > Security Controls > Session Settings.
   • For Salesforce Lightning, Setup > Settings> Security > Session Settings.
2. Set the required Session Timeout value. 

Application behavior

The following table describes how the Service Desk mobile app behaves with the existing settings for the Remedyforce Console tab and other tabs required by staff members:

Permissions to show or hide CIs or assets in the mobile application

The following table lists the value of the settings to help you show or hide CIs or assets to staff members in the Service Desk mobile app:

Related topics

Getting-started-with-mobile-applications

Configuring Self Service on Salesforce Mobile App

Configuring-Self-Service

Settings-for-configuring-Self-Service