— customer success team march / 2015 customer success enablement kit transition to the remedyforce...

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Customer Success Team

March / 2015

Customer Success Enablement Kit

Transition to the Remedyforce Console: Administrators

Value Enablement Kit Objectives

The transition for customers to begin using the Remedyforce Console involves some change. This kit is targeted to assist Remedyforce Administrators with console transition.

• The objective of the Remedyforce Administration Transition module is to review the configurations required to transition to using the Remedyforce Console.• Subsequent kits will be targeted to assist Staff users transition to using

the console as well as end users.

Then and Now…

Evolution of the RemedyforceUser Interface

The Original Visual Force UI

Next came the Salesforce Standard UI

Introducing…The Remedyforce Console!

What is the Remedyforce Console?

• The Remedyforce Console is a new UI that enables you to manage your incident, problem, change, task, broadcasts and release 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.

Let’s get acquainted with the Remedyforce Console

Click on the View arrow and see the single list expand with all

modules that are available to you

Console Transition Essentials

Console Administration

Remedyforce Administration - Areas of Focus

As a Remedyforce Administrator, your tasks for Console Transition involve consideration and action in the following areas:

1. Upgrade of sandboxes and production environments to the most current version of Remedyforce (if applicable)

• Post upgrade tasks completed

2. Potential License Conversion • Customer Portal Custom Manager Licenses• Salesforce Platform Licenses

– **note if conversion is required, this is done to production first, then a sandbox refresh is required and then proceed with upgrade

3. Configuration Tasks• Configuration changes in sandbox environment followed by production environment

configuration changes

Remedyforce Administration – Upgrades

The pre requisite for console transition is to upgrade to the most current version of Remedyforce. The process:

• Upgrade the sandbox• Conduct the post upgrade configuration tasks on the sandbox• Conduct the console transition activities in sandbox• Upgrade production• Conduct the post upgrade production tasks• Conduct the console transition activities in production

• **Note – if you are doing the license conversion, you will need to convert licenses in production first, then refresh the sandbox, then upgrade the sandbox etc.

Remedyforce Administration – Do you need to convert licenses?

Portal to Platform conversion process• You must convert your Customer Portal Custom Manager licenses to

Salesforce Platform licenses IF:• You want non IT people to engage / participate in an approval process• Ability to use Chatter

• This is a zero cost swap of licenses that your Customer Success Manager can help facilitate for you

Administration TasksWhen transitioning to using the Remedyforce Console, the Administrator will first have to make some configuration changes in the following main areas:

• Profiles and Permission Sets• Assess current state of profiles and user access• Assess use of permission sets

• Enable the console • Steps to enable the console

• Page Layouts• Field sets are used to affect the page layouts

• Custom fields• Assess current use of custom fields• Decision points to keep or deactivate use of custom fields

• **Other general areas might need review• Self Service, Surveys, dashboards

Administration Tasks

Profiles & Permission Sets

Profiles – Basic InformationWhat are Profiles?

• Profiles contain basic access rights and permissions for a group of users• Remedyforce profiles include:

• Remedyforce Administrator• ServiceDesk Staff• ServiceDesk Change Manager• ServiceDesk Client

• Only one profile can be associated to a user

What do I need to assess about profiles for transition to the Remedyforce console?• Are your profiles highly customized?• Profiles are still required by the platform• If you granted any Permission to users through their Profiles, and now plan on using Permission Sets, your

users will not lose permissions on anything which is not granted in Permission Sets but was granted on Profiles• However, if you have a few Permissions removed in your Profile which are granted in the permission

set, they would be granted to the user

Manage profiles

Go to: Administration > Manage Users > Profiles

Manage profiles

Permission Sets – Basic Information• What are Permission Sets?

• The concept of Permission Sets were introduced in BMC Remedyforce Winter 14 (20.14.01.044)• A Permission Set is a collection of settings and permissions that give users access to various

tools and functions. The settings and permissions in permission sets are also found in profiles, but permission sets extend users’ functional access without changing their profiles

• Permission sets can be used in addition to profiles to provide additional levels of access and permissions to a user or multiple users

• Different profiles and permission sets have been granted different functions in BMC Remedyforce

• Permission sets need to be applied to the existing profiles • There are two ways to assign permission set to a profile

• One to Many• One to One

Permission Sets Snapshot

View your Permission Sets by Role

Permission Set Assignment – One to Many

Admin > Manager Users > Permission Sets

Permission Set Assignment – One to Many Using example of a ServiceDesk Staff Profile

• Click on ServiceDesk Staff and then Click Manage Assignments

Click ServiceDesk Staff link

Click Manage Assignments

Permission Set Assignment – One to Many List of who has this permission set is displayed

Click Add Assignment to add other active users to the permission set

To add other active users to set

Click box for each user to add to set

Then click Assign once all users selected

Permission Set Assignment – One to One Go to Remedyforce Administration >> Manage Users >> Add and Edit User

Permission Set Assignment – One to One List of active users is displayed. Locate the user you want to add to the set and click on their name (not the Edit button)

Click on Permission Set Assignments link

Click the users name

Click on Permission Set Assignments

Permission Set Assignment – One to One

Clicking on Permission Set Assignments quickly takes you to the section where you can edit assignments

Click on an available permission set in the right hand column and then move to the Enabled Permission Sets column, click Save

Click Edit Assignments

Click arrow to add

Then click Save

Notes on Permission Sets• The OOTB permission sets include:

• Remedyforce Administrator • ServiceDesk Change Manager • ServiceDesk Client• ServiceDesk Release Coordinator• ServiceDesk Staff

• ServiceDesk client has the least amount of permissions• ServiceDesk staff has more permissions• ServiceDesk administrator has full permissions• ServiceDesk Change Manager; only works in the Change Object – rarely

used for only Change Manager use

Clone or Create New Permission SetsYou can clone a permission set or create a new permission set. Click on Clone to clone a permission set, or click on New to create a new set

Click on Clone to clone and modify

Click on New to create a new set

Clone a Permission Set

Enter a new label

New API Name is provided

Enter a brief description of the set

Click Save

Create a New Permission Set

Enter a new label

Provide a description

Assign a license type

Click Save


Identify rights to include in set and save


My new permission set ready to manage assignments


Enable the Console

How to Enable the Remedyforce Console

Steps to enable the Remedyforce Console:• Click on Remedyforce Administration Tab • On the Home page, click the Application Settings tile, and from the

menu, select Consoles• On the Consoles tab, select the Enable and Use the Remedyforce

Console check box• The Enable and Use the Standalone Consoles check box is cleared and

appears dimmed. To select the Enable and Use the Standalone Consoles check box again, you must first clear the Enable and Use the Remedyforce Console check box.

• Click Save

Enabling the Remedyforce Console

Click the check box to “enable and use the Remedyforce console?


To open records on the Remedyforce Console tab from the related lists for incident records, perform the following actions:• Navigate to Setup > Create > Objects• In the Label column, click Incident• In the Page Layouts section, click Edit in the Action column for the

Remedyforce Incident Console version 1.0 page layout• In one of the following related lists, click :

• Linked Tasks• Linked Problems• Linked Change Requests

How to Enable the Remedyforce ConsoleIn the Available Fields list, click the appropriate field based on the selected related list, and click the right arrow to move it to the Selected Fields list.

• In the Linked Change Requests related list, select Change # in the Selected Fields list and click the left arrow to move it to the Available Fields list.

• In the Linked Problems related list, select Problem # in the Selected Fields list and click the left arrow to move it to the Available Fields list.

Selected Related List Field Linked Tasks Launch Console

Linked Change Requests Change Request: Launch Console

Linked Problems Problem: Launch Console


• To move the Launch Console column at the beginning of the Linked Tasks related list, in the Available Fields list, select Launch Console, and click the up arrow.

• (Optional) To move the Launch Console column at the beginning of the Linked Change Requests and Linked Problems related lists, select Launch Console and use the up arrow.

• Click OK, and then click Save.• Repeat the steps above for the other related lists in the Incident object.

• For information about customizing the list views and the Agent Tools and Actions menu options, see “Customizing the Remedyforce Console tab” in the BMC Remedyforce online help.

How to enable the Console Tab for UsersGo to: • Setup• App Setup• Create • Apps • Click Edit link next to BMC Remedyforce• Scroll down on the available tabs column and select the Remedyforce

Console• Click the arrow to move to the Selected tabs column• Select the profiles you want this to apply to • Click save

• (screenshots next slides)

Walkthrough to enable the console

Click on Apps


Click on Edit link


Scroll to locate Remedyforce Console

Click the > arrow to move over

See Remedyforce Console in Selected


Select the profiles you want this available to

Then click Save

Now the Console is available as a Tab to addClick the + sign

Click Customize My Tabs

Customize tabs to include Remedyforce Console

Click on Rf Console in Available Tabs

Click the Add > arrow to move to Selected

Tabs

Click Save

TroubleshootingI’ve gone through the steps to enable the console, but I’m still not seeing it?• Things to check

• Check your profile for the service desk staff – is the Remedyforce Console enabled?

• Check permission sets for the service desk staff profile


Page Layout Configuration

Discovery - Current State to Future StateWhen enabling the console, it is a good practice to do some assessment of your current state layouts and configuration design of your future state layouts• Review current state of the layout of the incident form, problem form,

etc. to determine if the page layout will need to change• How is the page layout today and do you want to change it?• Address what fields are in use today and decide which fields will be needed going

forward, which ones can go away, and any new custom fields to add potentially• How are the fields displayed today and do you want to change them?• Assess the groupings on the forms (aka “field sets”)

• Are there additional field sets that may be required (aka any different sections on the form you may want to add)?

• Start with assessing use of any custom fields

Custom FieldsCustom fields are usually added for additional information that a customer wants to capture• Start by reviewing your custom fields

• Ask why are we using them?• Make decisions if we are going to keep or eliminate use of them • Review current custom fields to determine if new version of Remedyforce has these

fields, OOTB now • Determine if the custom field is used for reporting – if yes, keep it

• Typical custom field reasons – • Usually when someone wants an additional date field, or a legacy ticket number field, or

a vendor ticket number field

• How do I determine what a custom field is?• Go to Rf Admin > Manage Objects > Incidents > Custom field/relationships

• The fields with BMC Rf – denote OOTB, little blue arrow/envelope• Any field that doesn’t start with BMC Rf and has “Delete” as an option is a custom field because

you cannot Delete OOTB managed fields

How do you know what a custom field is?

Example of a custom field

Visual Force page layout – Assess your fields

Here is where you could view supporting info

Visual Force page layout - differences

This info now found in Record Details button

Rf Console – Record Details

This info now found in Record Details button

Standard Page Layout – Assess your fields

New Page Layout that can be configured

Page Layout Field SetsNow that you know what we mean by page layouts, let’s assess the sections on the console incident page layout

• Reminder, the page layout is basically the way the form is laid out and how the fields are displayed on the form

• Groupings of the fields on your page/form, are called “field sets”Field sets are essentially a “bucket” for fields, per object

• Let’s now walk through what you were used to when you had to add a field set and then compare to how to manage field sets using the Remedyforce console

Purpose of adding field set• You would add a new field set so that you can modify the incident form to

have a custom section to capture information that may not typically be created on the incident form

Adding field sets using Salesforce UI

Creating field sets in the new world• Go to Administration –Manage Objects – Create/Edit Objects

Click here to add field sets

Click here if you want to add additional fields

Create a field set walkthrough

Click New


Enter a label, name and description

Then click Save


Field selector at the top lists fields available on incident object

Drag & drop fields here


Here are the fields being dragged down

Click Save when finished


Here is the new field set

To enable your field set in the Console

Go to Rf Admin – App Settings


Go to Consoles


Select a profile on the left hand side


Click create/edit layout

Selected profile


My new field set is listed


Click on console layout to highlight


Move your field set over


Click Save and then OK

Configure the Console Column Headers

You can also manipulate the column headers that appear on the incident form • Setup • Create• Objects• Incident• Page Layout• Edit – Column Headers• Drag the fields that you want to appear as Column Headers

• For example if you would like to create views on Incidents and Services Requests, drag the “Type” column header into the field set section

Configure the Console Column Headers

Drag down the fields you want for the Column Headers

These are the column headers you can configure

Configuring Actions and Agent Tools Menus – New Options

• Removes the old buttons that you used to have to use on the forms• Now replaced with a pull down menu • Available Actions are per profile

• Select each profile and configure the available actions to appear in the drop down menu

• Note: in Winter 15, you can add custom actions and agent tools

Configure Available Actions

Option of 1 or 2 columns; most choose 2 columns

Configure available actions – per profile

Select Service Desk Staff

Available Actions Descriptions

Let’s review what each options means

Available Actions Descriptions• Add Note: a staff member can add a log entry of an action taken against a ticket -

Example installed new hard drive, etc. – it’s a note in the ticket for actions you’ve done• New Action: allows you to select from a menu of available actions other than new

note. For example client notes; client notes lets you make an entry to the ticket that can be visible by the requestor via the Self Service portal

• View Action History: allows you to quickly view all the entries against the ticket without having to go to the related lists page

• Attach/view files: this is where you add an attachment or view the attachments associated with the incidents (used to have to go record details, scroll to attachments section)

• Separator: allows you to put in the dash lines to distinguish between the type of actions for order; it helps you to better organize your actions available

• Responded: allows you to pause the clock on the response SLA timer (good to have only if you configured SLAs)

Available Actions Descriptions• Email: allows you to send an email from the ticket; utilizing the email

listener • There are essentially three email listeners:

• Create incident email listener: this would allow for receiving email to an address, having an incident created

• Conversation email listener: would allow you to send emails within the ticket so there is a permanent record in the action history and any replies from recipient would be auto recorded into the ticket

• Third one is the new one called Email Listener and it’s a combination that now does both functions as above

Available Actions Descriptions• Submit for Approval: submits ticket for approval based on existing

configured approval processes• Clone: makes copy of existing ticket• Close: brings up pop window to select status, closure category, closure

details as well as check boxes to close linked incidents and tasks • Let’s see a screenshot next …

Available Actions Descriptions: CLOSE

Actions – Close brings up this box

Available Actions Descriptions• Quick Close: sets the ticket status to close and saves the ticket

• Note – this one is regularily omitted from the actions list because customers want to make sure closure details, reason and other validation rules so this is not popular

• Reopen: allows you to reopen a ticket• Note – this not popular because customers want tickets closed and

only allow a ticket to be reopened by certain staff• Print: print the incident record to a printer • Print to PDF: create a PDF of the incident

Creating Custom Actions & Agent Tools

Administration>App Settings>Consoles>select view

and click Customize Menu


Click Custom Actions and Agent Tools link


From Menu, select actions or agent tools


Enter a name for the new action

Enter description, the URL to launch and where


Identify launch parameters and click Add

and then assign to a profile

Available Agent Tools Descriptions• Knowledge Search: allows you to search for knowledge articles• Create Knowledge Article: allows you to create a knowledge article• CI Explorer: view relationship information related to CIs• Incident Matching: suggested incidents based on similar criteria like category

to view if a resolution exists • Suggested templates: this are typically hidden because it will allow you to

look at existing ticket information and try to match against existing templates • Suggested owners: same note as for templates, but looks up against

configuration of suggested owners to suggest who the ticket should be assigned to

• Service targets: brings up information on the SLAs that the ticket is being measured against

Available Agent Tools

Let’s review Available Agent Tools to configure

Available Agent Tools Descriptions• Incident Manifest: allows you to see all of the tasks if they are fired off

or waiting for the incident

Other Administrative tasks to consider • Consider if you had any validation rules or workflows set up using custom fields

• You will still need that custom field if you have a validation rule that includes that custom field or a workflow

• If you have decided to deactivate a field and it was tied to a workflow or a validation rule, you may need to modify that rule or workflow if you still require it, or, deactivate if no longer needed

• Configure Views• Staff are able to create their own views in the Remedyforce Console, however an

administrator might choose to create the views and have them applied to all staff • Configure Home Page / Remedyforce Online Help • Configure per profile, what home page layout you want your profiles to view• Configure Surveys • Configure Dashboards

Configure Views for Staff

From console, select Create New View

Winter 15 – My Dashboard

Configure the windows based on req’s

Out with the old…

Clean up

Administration Clean Up tasksTo avoid system degradation, be sure to do some clean up:• Examine workflows, actions, rules, SLAs, and Service Requests that remain in inactive

format, or assess if they exist, but do not apply to any valid situation so that they remain in dormant format

• E.g. if an account (or a CI/Service) is no longer active, and the SLAs/Targets are not removed or deactivated, they remain in the system and continue to be evaluated for each and every Incident created causing the system to degrade.

• E.g. workflow rules. If you continue to add workflow rules and actions but rarely review the evaluation criteria to determine if it ever is going to get a hit, system degrades. The rule keeps getting evaluated for every record creation but never gets a chance to fire up or perform any action.

• Console Transition clean up to avoid slow downs • Assess forms and fields

• Are the fields used? Why are they on the form? Can they be removed?

Console Clean Up tasks• Remember, even though form elements are managed by various field sets, there is a

Salesforce standard layout which it relies on for Related Lists.• the forms (eg: Incident, Task) within the Remedyforce Console tab are always linked to

the standard layout which is assigned to the Staff user’s profile.• A standard layout is composed of primarily 3 sections:

• Buttons (e.g. Category, Description, Status • Form fields & VF components (e.g. Category, Description, Status)• Related lists (e.g. Attachments, Linked Cis)

• While you may need buttons and related lists on the assigned standard layout for your Staff, you don’t need form fields & VF components.

• It is a cause of severe performance delay on the load of the forms and related lists in the Console screen.

Console Clean Up TasksRecommendation: • Use the OOTB form:

• Remedyforce Incident Console version 1.0. This layout has been optimized for being used in Console.

Console Clean Up TasksHow to verify the layout your Staff is using in the Console: • Go to Setup-> App Setup -> Create -> Objects• Select the Object to review for example,

“Incident”• Click on the “Page Layouts” hyper link on the top

of the page• Click on the “Page Layout Assignment” button• Review the Assignment of your Staff user’s profile

(or any other Profile which uses Console)• Note: If you have SWITCHED to use

Consoles either from Standard Layouts or VF UI, there are high chances that your Staff may not be using the Console version of the layout.• You are free to use other layouts but you need to

make sure there are no form fields or VF components added to it.

Console Clean Up TasksRegardless of which form layout you are using, it should look like this:

Console Clean Up TasksRemember to keep reviewing the page layouts and do a necessary cleanup so that the forms load and save faster. Review and assess:

Fields & VF Section Clean up: • Remove all unwanted field sections along with all the fields or any VF page components it may have. • The Console UI doesn’t need any field for its functions – it gets all fields from the field sets configuration. Buttons: • The only things you need to keep are buttons and related lists.

• On buttons, also review if there are buttons you really need or if the same functionality is handled from the Actions menu or the Agent Tools menu on the Console.

Related Lists: • Make sure all the related lists placed on the layout are actually going to be used by your staff – if not,

remove them.

If applicable…

Other Administrative Tasks

Configure Views for all Staff Go through the steps to create your view and then select who the view should apply to:

Choose who view should be visible to, click Save

Configure Remedyforce Home PageConsider what home page layout you want your staff to use

• Go to Setup > Customize > Home > Home Page Layout Review assignment per

profile

Click Edit to change page layout assignments

Configure Remedyforce Home Layout

Option to Search Remedyforce

Remedyforce Online Help!

Alignability Process Model

The old Salesforce UI to create incidents

Configure Surveys Go to Remedyforce Administration > Application Settings > Surveys

Click on Surveys

Configure Surveys

Example Survey

Configure questions, response options, etc.

Dashboards – then and now..

Configure Dashboard

Click Edit to modify

Configure Self Service Self Service 2.0 was introduced as an enhancement to Self Service, which has differences from 1.0 where configuration decisions need to be assessed:

• Tiles to display• Tiles to hide• Custom tiles • Popular Service Requests• Quick links before and after

• In the old Self Service portal, there used to be a window pane to the right, and this is where quick links were located. In SS 2.0, there is an icon and drop down for links

Broadcast scroll bar• Changed locations on the UI• Discuss enabling clients to follow a broadcast or create a ticket in the broadcast

Self Service 1.0

Replaced by tile called View Tickets & Requests

Quick links, direct links in a new place

Scrolling broadcast in a new place

Self Service 2.0Scrolling Broadcast

Configure popular articles, common tickets and common requests

Quick links

Administer Self Service

Administration > Configure Self Service

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Bring IT to Life.™

Thank You

— customer success team march / 2015 customer success enablement kit transition to the remedyforce...

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