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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
Create a New Permission Set
Identify rights to include in set and save
Create a New Permission Set
My new permission set ready to manage assignments
Administration Tasks
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?
How to Enable 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
How to Enable the Remedyforce 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
Walkthrough to enable the console
Click on Edit link
Walkthrough to enable the console
Scroll to locate Remedyforce Console
Click the > arrow to move over
See Remedyforce Console in Selected
Walkthrough to enable the console
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
Administration Tasks
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
Create a field set walkthrough
Create a field set walkthrough
Enter a label, name and description
Then click Save
Create a field set walkthrough
Field selector at the top lists fields available on incident object
Drag & drop fields here
Create a field set walkthrough
Here are the fields being dragged down
Click Save when finished
Create a field set walkthrough
Here is the new field set
To enable your field set in the Console
Go to Rf Admin – App Settings
To enable your field set in the Console
Go to Consoles
To enable your field set in the Console
Select a profile on the left hand side
To enable your field set in the Console
Click create/edit layout
Selected profile
To enable your field set in the Console
My new field set is listed
To enable your field set in the Console
Click on console layout to highlight
To enable your field set in the Console
Move your field set over
To enable your field set in the Console
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
Creating Custom Actions & Agent Tools
Click Custom Actions and Agent Tools link
Creating Custom Actions & Agent Tools
From Menu, select actions or agent tools
Creating Custom Actions & Agent Tools
Enter a name for the new action
Enter description, the URL to launch and where
Creating Custom Actions & Agent Tools
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
—
Bring IT to Life.™
Thank You