Transition to the Remedyforce Console: Administrators

Transition to the Remedyforce Console: Administrators
Customer Success Enablement Kit Customer Success Team March / 2015

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. The Remedyforce product has evolved from it’s first release where Visualforce code (“blue pages”) was used for the UI. It then evolved to the Salesforce standard UI; to current state, where Remedyforce Console is the UI of which the product is focused on.

Evolution of the Remedyforce User Interface
Then and Now… Let’s get started.

The Original Visual Force UI
Remedyforce began utilizing Visual Force in the first iterations of the product. Customer feedback indicated that performance was suffering as a result of all of the visual force code….so PM team accepted that feedback and transitioned to…

Next came the Salesforce Standard UI
Using the salesforce standard pages layout. Performance issues were no longer an issue…but customers wanted the both of best worlds…performance, and pleasing to the eye…which then evolved to….

Introducing…The Remedyforce Console!
The Remedyforce Console…performance and Service Desk recognizable.

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 Administration
Console Transition Essentials

Remedyforce Administration - Areas of Focus
As a Remedyforce Administrator, your tasks for Console Transition involve consideration and action in the following areas: Upgrade of sandboxes and production environments to the most current version of Remedyforce (if applicable) Post upgrade tasks completed 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 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 Tasks When 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 From a services perspective, typically a couple days but would require scoping

Profiles & Permission Sets
Administration Tasks

Profiles – Basic Information
What 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

Go to: Administration > Manage Users > Profiles
Manage profiles Go to: Administration > Manage Users > Profiles

Manage profiles Here you will see a list of the profiles that you should review for corresponding permission sets.

Permission Sets – Basic Information
What are Permission Sets? The concept of Permission Sets were introduced in BMC Remedyforce Winter 14 ( ) 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 Why permission sets? BMC Remedyforce has moved to adopt Permission Sets as we move to a model where major upgrades are “pushed” to customer Organizations. Permission Sets, unlike profiles, are upgradable by the BMC Remedyforce managed package so it allows us to introduce new features without our customers having to go and manually apply all the necessary permissions, Visualforce pages, and Apex Classes. While customers have to option of not moving to permission sets, it will mean that after a major release is pushed to your org that all permissions, Visualforce Pages, and Apex Classes will have to be set manually by the customer on each individual profile.

Permission Sets Snapshot
View your Permission Sets by Role Go to Remedyforce Administration >> Manage Users >> Edit Permission Sets

Permission Set Assignment – One to Many
Admin > Manager Users > Permission Sets There are a couple of ways to manage permission set assignments based on your requirements – one to many (one set applied to many people)

Using example of a ServiceDesk Staff Profile Click on ServiceDesk Staff and then Click Manage Assignments Click ServiceDesk Staff link Click Manage Assignments

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 Then click Assign once all users selected Click box for each user to add to set What if you have a very large volume of users? You could use the Permissioner tool, however, it only does the first 1000 records displayed on the screen. Most choose to do manually. You can create custom views – all profiles SD staff for example and create a custom filter. If you have a large volume of clients – show me all SD client and active – click on A – then in this page keep clicking on show more – because no way to show me 1000 records per page – so that’s manual – then click all and click assign which will assign all to the set. This is how you assign all the profiles to a certain permission set

Permission Set Assignment – One to One
Go to Remedyforce Administration >> Manage Users >> Add and Edit User You can also assign permission sets one on a single user basis

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

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 Then click Save Click arrow to add

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 Sets
You 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 New to create a new set Click on Clone to clone and modify

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 Administration Tasks

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

In 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 Users
Go 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 See Remedyforce Console in Selected Click the > arrow to move over

Select the profiles you want this available to Then click Save

Now the Console is available as a Tab to add
Click the + sign Click Customize My Tabs

Customize tabs to include Remedyforce Console
Click the Add > arrow to move to Selected Tabs Click Save Click on Rf Console in Available Tabs

Troubleshooting I’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
Administration Tasks

Discovery - Current State to Future State
When 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 Fields Start by reviewing your custom fields
Custom 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 This might be what customers are used to for a page layout…note, Supporting information in blue pages – by default was hidden by design because having too much VF affected performance – so this was done to acknowledge perf issues in the beginning

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
Or this is the page layout you are used to…note -- With standard pages, you just had to scroll up and down on the page to see everything – so everything was there already which is different when using the console

New Page Layout that can be configured
How do you want the form to look?

Page Layout Field Sets Now 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
Noted difference – Old system when you did page layout, could have mock up of the page layout in front of you, not so with the console – first field dragged down is on the left hand side of the page, second one is right hand side and so on and so on

Creating field sets in the new world
Go to Administration –Manage Objects – Create/Edit Objects Click here if you want to add additional fields Click here to add field sets

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 Note -- If you create custom fields for the object they too would appear in the field selector window

Click Save when finished Here are the fields being dragged down Note - first field dragged down is on the left hand side of the page, second one is right hand side and so on and so on

Here is the new field set Note - If you go to the console, you won’t see the new field set show up on the incident form yet

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 Highlight the field set you created and move to the right hand side and then move up or down depending on where you want it to show up on the form

Click Save and then OK After Save/OK, Go to the console, open an incident and will see the new section/field set on the form

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 Here you are deciding which actions you want to show up in the actions list for each profile

Configure available actions – per profile
Select Service Desk Staff

Available Actions Descriptions
Let’s review what each options means

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)

allows you to send an from the ticket; utilizing the listener There are essentially three listeners: Create incident listener: this would allow for receiving to an address, having an incident created Conversation listener: would allow you to send s 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 Listener and it’s a combination that now does both functions as above

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 … next…so in screenshot, go to actions, close and you are presented with close screen

Available Actions Descriptions: CLOSE
Actions – Close brings up this box

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 Note -- BMC recommends that you enter the name of the action in the <action> <URL or website name> format; for example, Launch Wikipedia.

Identify launch parameters and click Add and then assign to a profile In the Launch Parameters section, enter the name of the launch parameter. You can select a field on a form, and the value of the field is used when the URL is launched. Alternatively, you can enter a constant value to be used as the value of the parameter. For example, search is a parameter name that can have a field value or a constant value. Perform one of the following actions: To select a field of the object as the value of the parameter, select the field from the Select Field list. To enter a constant value, select the Enter Constant option button, and enter the value in the text box. For example, to enter a dynamic parameter, enter search as the parameter name, and select the required field name (for example, Profile.Name) from the option list. To enter a static parameter, enter search as the parameter name, select the Enter Constant option button, and enter hardware in the text box. Click Add. A preview of the URL is displayed in the URL Preview field. If you enter more than one parameter in the URL, the parameters are concatenated with an ampersand (&) in the URL. (Optional) To clear values in the Parameter Name text box and Select Field list or Enter Constant text box, click Cancel. (Optional) To delete a parameter, select the parameter, and click Remove. Click Save To assign the custom action to a profile, perform the following actions: Click the Consoles tab (Application Settings > Consoles). From the Console View list, select a view (for example, Change Requests). From the For Selected Profiles list, select a profile. From the Available Actions and Available Agent Tools lists, select the actions that you want to show to users of the selected profile. Click Save.

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

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 Incident manifest - allows you to see all of the tasks if they are fired off or waiting for the incident – examples Have a SR – new hire – needs lots of items/access, etc. Some things need a sequence 123 go first, then 456 have to wait When you create SR, 123 are created, then you look at related lists, will only show u 123, to see the 456 tasks, you have to view the incident manifest

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

Configure the windows based on req’s
Winter 15 – My Dashboard Configure the windows based on req’s

Clean up Out with the old…

Administration Clean Up tasks
To 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 Tasks Recommendation: Use the OOTB form:
Remedyforce Incident Console version 1.0. This layout has been optimized for being used in Console.

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

Console Clean Up Tasks Remember 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.

Other Administrative Tasks
If applicable…

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 Page
Consider 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
The old Salesforce UI to create incidents Option to Search Remedyforce Remedyforce Online Help! Alignability Process Model

Configure Surveys Go to Remedyforce Administration > Application Settings > Surveys Prior to Summer 13, there was Survey Monkey as the only option for surveys; now this is internal capability within Rf Click on Surveys

Configure Surveys Note: BMC Services best practice recommendations for surveys

Configure questions, response options, etc.
Example Survey Configure questions, response options, etc.

Dashboards – then and now..

Configure Dashboard Click Edit to modify
Note: When you click Edit, you’re still essentially dragging the report and configuring the page

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 You might be still using Self Service 1.0 and require assistance with transition to 2.0.

Self Service 1.0 Scrolling broadcast in a new place
Replaced by tile called View Tickets & Requests Quick links, direct links in a new place

Configure popular articles, common tickets and common requests
Self Service 2.0 Quick links Scrolling Broadcast Configure popular articles, common tickets and common requests

Administer Self Service
Administration > Configure Self Service Here are the SS configuration options

Transition to the Remedyforce Console: Administrators

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