Accessing Remedyforce
Starting with version 20.24.01, all internal users (system administrators, service desk staff, service desk change managers, service desk release coordinators, and service desk clients) must use multi-factor authentication to log on to Remedyforce. When you try to log on to your Remedyforce account, you see the multi-factor authentication screen. After you enter your username and password, you are prompted to enter your second factor to verify your identity.
The following table provides more information about the instructions specific to different considerations:
Considerations | Additional information |
|---|---|
After Auto-Enablement/Enforcement of multi-factor authentication | Follow the instructions on Salesforce Multi-Factor Authentication FAQ while logging on. |
Smart Sync and Configuration Sets (BETA) features |
|
Integration Only users, being used in all other integrations | The multi-factor authentication for API Logins must be disabled for Integration Only user's profile or permission set. |
To log on to
When you log on to , different tabs are displayed based on your profile. You can use the tabs to perform various tasks in . To access other tabs that are available for your profile, click the + icon.
The following table provides information about the tabs that are displayed by default for each profile.
Tab name | Description | Availability of tab to different profiles | ||
|---|---|---|---|---|
Staff member | Change Manager | System Administrator | ||
Home | Enables you to access the home page of your Salesforce organization. | ✅️ | ✅️ | ✅️ |
Dashboards | Enables you to access the following dashboards, which display data in the form of charts and views:
| ✅️ | ✅️ | ✅️ |
Remedyforce Console | Enables you to manage your incident, service request, task, problem, change request, release, and broadcast records from a single console. You can view a list of all existing records for a module (for example, Incidents/Service Requests or Change Requests ) within the Remedyforce Console tab. You can also create new records, view the details of existing records, and perform various actions such as closing a record and editing a record. The Remedyforce Console tab also provides a dashboard and QuickViews that enable you to view a key set of data and monitor metrics regularly. | ✅️ | ✅️ | ✅️ |
Chatter | Enables you to access many of the collaboration features in Chatter. For more information, see the Salesforce Help. | ✅️ | ✅️ | ✅️ |
Knowledge Articles | Enables you to create and manage knowledge articles that provide information related to incident, tasks, problems, change requests, releases, and broadcast records. | ✅️ | ✅️ | ✅️ |
Reports | Enables you to view, edit, and export predefined reports that Remedyforce provides. | ✅️ | ✅️ | ✅️ |
Remedyforce Administration | Enables you to configure Remedyforce and the Self Service module. | Not available | Not available | ✅️ |
Remedyforce CMDB | Enables you to view configuration items and classes, create new configuration items, and view configuration items in Configuration Items Explorer. You can collapse the left pane of the CMDB Manager, thus allowing you to see the CMDB Manager by using the full screen of the web page. | ✅️ | ✅️ | ✅️ |
Remedyforce Service Health | Enables system administrators, change managers, or staff members to view the health of each business service at a glance. The displayed services are linked to client accounts. You can also search for services by service name. | ✅️ | ✅️ | ✅️ |
Remedyforce Workspaces | Enables you to create clients, templates, configuration items, agreements, service outages, and request definitions. | ✅️ | ✅️ | ✅️ |
Remedyforce Dashboard | Enables you to access out-of-the-box QuickViews and add them to your dashboard. This tab also provides the Sidebar that displays the Action Items, Broadcasts, Chatter Groups, Search, and World Time portlets. You can configure the display order of the portlets in the Sidebar and choose to hide the portlets that you do not use. System administrators can also create custom QuickViews based on their requirements. | ✅️ | ✅️ | ✅️ |
Remedyforce Self Service | Enables you to create service requests, search existing service requests and knowledge articles. | Need to assign | Need to assign | ✅️ |
Alignability | Enables you to view the Alignability Process Model, which illustrates how IT Infrastructure Library (ITIL) processes map to work instructions performed in Remedyforce. | Need to assign | Need to assign | ✅️ |