BMC Helix Remedyforce: Fundamentals Administering - Part 2 (ASP)
This 3-day instructor-led workshop provides the knowledge and critical skills necessary to administer BMC Helix Remedyforce, with major focus placed on Administration, Incidents, Knowledge Management, Tasks, Broadcasts, Change Management, Problem Management, Service Request Management, Self Service, CMDB, Service Level Management, and Reporting and Dashboards.
IMPORTANT: Included in this course is the examination for BMC Certified Associate: Helix Remedyforce Online Exam. Taking the exam and pursuing accreditation is optional, however all students enrolled in the BMC Helix Remedyforce: Fundamentals Administering - Part 2 (ASP) course is automatically enrolled in the exam. You will have one attempt to pass the exam. No retakes will be offered. Those who pass will receive the title of BMC Certified Associate: Helix Remedyforce Online Exam Remedyforce Exam.
Major release:
BMC Helix Remedyforce 2020
Good for:
Administrators
Course Delivery:
Assisted Self Paced (ASP) | 24 hours
Course Modules
-
Introduction
- Overview of Remedyforce
- Registration for a Trial Environment
-
Configure Application
- Templates
- Categories
- Category Types
- Impact, Urgency, Priorities
- Actions
- Status
-
Templates
- Incident Templates
- Task Templates
- Change Templates
-
Assignment
- Suggested Owners
- Assignment Automation
-
Business Hours
- Holidays
- Business Hours
-
Service Agreements
- SLAs
- Service Targets
-
Manage Users
- Client and Users
- Licenses and Profiles
- Permission Sets
- Queues
- Data Segregation with Roles
- Accounts
-
Remedyforce Console
- Salesforce Sidebar
- Console Options
- Main Logo
-
CMDB
- Asset CI Management
- List Views
- Data Loader
- Reconciliation
- Locations
- Locations
- Normalization
-
Self Service
- Request Definitions
- Approval Process
-
Workflow and Customization
- Remote Site
- Validation Rules
- Custom Fields
- Field Sets
- Workflow Rules
-
Dashboard and Reports
- Custom Reports
- Adding Reports to Dashboards