Remedyforce BMC software basics

BMC Remedyforce - the basics. Profiles, roles, licenses, selling points, terminology, admin training, salesforce platform.

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Remedyforce BMC software basics af Mind Map: Remedyforce BMC software basics

1. client users

1.1. licences

1.1.1. CP Manager Custom license

1.1.1.1. login via self service portal not http://login.salesforce.com link

1.1.2. Salesforce Platform (highest)

1.1.3. Chatter Only license

1.2. urgency level can be set by user

1.2.1. is default if not specified for an incident

1.3. account = customer

1.4. role = role they perform at customer

1.4.1. position is jobtitle

2. users

2.1. types

2.1.1. change manager

2.1.2. administrators

2.1.3. staff users

2.1.3.1. ServiceDesk Staff checkbox

2.1.3.2. Remedyforce knowledge user checkbox

2.1.3.3. out of office

2.1.4. client users

2.2. roles

2.2.1. access hierarchy

2.2.2. the higher you are the more users you can see

2.3. profiles

2.3.1. basic permissions

2.3.2. more permissions can be set with permission sets

2.4. licenses

2.5. delegate approvers

2.5.1. select for users

2.5.2. must have approver rights

2.6. licenses 2 types * (see client users)

2.6.1. CPM custom license

2.6.2. salesforce platform license

3. selling points

3.1. puts customers first

3.2. upgrades automatic

3.3. deployments are fast

3.4. any platform

3.5. allows users to

3.5.1. procure equipment

3.5.1.1. use chatter #

3.5.2. self-service portal for employees

3.5.3. submit tickets

3.5.4. request for change

3.6. salesforce1

3.6.1. most widely used cloud platform

3.6.2. most trusted

4. Admin training

4.1. language options

4.1.1. English

4.1.2. French

4.1.3. German

4.1.4. Spanish

4.1.5. Japanese langauges

4.2. questions for my trainer

4.2.1. user import?

4.2.2. language is displayed at user level is that correct?

4.2.2.1. no interfaces :)

4.2.3. why assign licenses in two places?

4.2.3.1. users

4.2.3.2. & licenses

5. terminology

5.1. ITSM

5.1.1. IT service management

5.1.2. fastest growing in market today

5.2. ITIL

5.2.1. IT infrastructure library

5.2.2. Service Desk

5.2.2.1. The main aim of a service desk is to provide a single point of contact between the service provider and the user.

6. Profiles

6.1. accessibility that user must have

6.1.1. custom app settings

6.1.2. tab settings

6.1.3. administrative permissions

6.1.4. user permissions

6.1.5. object permissions

6.2. admin has access to all profiles

6.3. ServiceDesk System Administrator

6.3.1. Remedyforce only profile

6.3.2. new sites have Salesforce Sys Admin so presumably change

6.4. ServiceDesk Staff

6.5. Service Desk Change Manager

6.6. ServiceDesk Client

6.6.1. submit incidents via self-service portal

6.7. Access

6.7.1. Remedyforce Administration >

6.7.1.1. Manage Users >

6.7.1.1.1. User Profiles

7. Passwords

7.1. History

7.2. generate new password is under newsletter settings (randomly

7.3. Remedyforce Admin >

7.3.1. manage uesrs list >

7.3.1.1. add and edit user >

7.3.1.1.1. click edit link

7.4. Expiry

8. BMC

8.1. Scott Boulette

8.2. John Moores

8.3. Dan Cloer

9. Sign-up to edit this map

10. Remedyforce Integrations