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Remedyforce Consulting: 18 “can’t miss” enhancements in Remedyforce Summer 15

By Kedar Zavar, Senior Consultant, Cloudaction 


As a Sandbox customer, I was privileged to get early access to Remedyforce Summer 15. While every Remedyforce release adds some wonderful enhancements, Summer 15 is particularly robust. And with so many new features and customizations to offer, it took some effort to squeeze everything great about this release into my top enhancements in Remedyforce Summer 15. But here are my choices for “can’t miss” enhancements in Summer 15!

1. Self-service mobile application for clients/end users (beta)

Benefit: This native Salesforce1 app allows business users to submit, view tickets, access knowledge articles and broadcasts, and use common tickets or templates.

1 Summer 15

2. Display service request status in self-service portal

Benefit: you can add any information like Resolution, status etc. using field set on service request details.

2 Summer 15

3. Create custom knowledge article types

Benefit: Before Summer 15, Remedyforce only offers four knowledge article types: FAQ, How To, Known Error, and Problem Solution. With Summer 15, you can have the ability to create and add your own custom knowledge article types tailored for your users.

3 Summer 15

4. Add custom fields to knowledge article layouts

Benefit: This gives you the ability to tag key information related to knowledge articles.

4 Summer 15

5. Display custom icons with knowledge articles

Benefit: This enables better classification of self-help articles and enhances end users’ ability to self-serve through quicker identification of relevant content.

5 Summer 15

6. Filter queues based on profiles/account or roles

Benefit: This reduces the queue list by displaying one queue for each team, which simplifies training and reduces wrong assignments (e.g., Level 1 can’t be escalated to Level 3 directly).

6 Summer 15

7. Save records faster with inline message

Benefit: This allow staff to continue working without extra clicks.

7 Summer 15

8. OOTB quick views listed as “default”

Benefit: OOTB QuickViews are listed as default, which allows them to be more easily identified.

8 Summer 15

9. Manage OOTB QuickViews based on profiles.

Benefit: This allows you to hide unwanted OOTB QuickViews.

9 Summer 15

10. Customize tool tip fields in change schedule

Benefit: This allows you to share a quick snapshot of needed information. Up to 20 fields are supported, providing wealth of information without the need to access the change request record.

10 Summer 15

11. Email conversation templates

Benefit: These provide the ability to display additional information regarding the email conversation chain.

11 Summer 15

12. Rich-text email available for end user

Benefit: This enables the client to see rich-text formatting in the self-service portal.

12 Summer 15

13. CMDB enhancements

a. Separate tab for CMDB configuration

Benefit: This improves the user experience.

13 a Summer 15

b. Ability to customize columns for each class

Benefit: This provides the flexibility to see required columns for each class.

13 b Summer 15

c. Segregate CI vs Assets

Benefit: With OOTB classification of configuration items and assets, users can easily see configuration items or assets or both configuration items and assets.

13 c Summer 15

d. Search based on filters

Benefit: This feature provides powerful search options with flexible queries. Now users can define own queries and search based on filters.

13 d Summer 15

e. Improved audit options for each class

Benefit: Summer 15 provides unlimited auditing fields (not just 20). Now you can choose all required fields for auditing as needed.

13 e Summer 15

f. Manage locations

Benefit: This new feature enables you to manage locations more effectively by defining locations and using them as lookups on configuration items and assets. The location records are stored as instances of the physical location configuration item class.

Other CMDB enhancements

  • Model management
  • User-based CMDB permissions
  • Data normalizations
  • New dashboards and reports
  • New classes

14. Add-on Marketplace

Benefit: This provides one centralized place for apps and integrations available for Remedyforce.

14 Summer 15

15. Select service request category based on incident template category

Benefit: This provides more accurate categorization based on need.

16. SmartViews for Remedyforce Console (beta)

Benefit: This beta feature provides graphical representation of linked records in a single click from console without getting to headers.
16 a Summer 15

16 b Summer 15
17. Smart Practices

Benefit: This feature enables you to get more value from Remedyforce, including most commonly used data for Service Requests and SLAs

18. Self Service for the Web (beta)

Benefit: This beta feature will delight your customers with new, smarter, web-based Self Service.

18 Summer 15

* * * * *

If you would like to learn more about how you can implement a service-oriented service management mindset in your organization, please contact Cloudaction and one of our consultants can assist you. At Cloudaction, our goal is to help you get maximum value from Remedyforce. We welcome your comments and suggestions. Please reach out to our team via Ask Us NOW!, a complimentary service from Cloudaction to provide answers to your product capability, functionality, and implementation questions. We promise to respond to your inquiry or question within 24 hours.

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