Remedyforce: An

Agent Facing User

Guide Training
Framework

Customer Success
Customer
Success KitJuly / 2015
Enablement
Team

Value Enablement Kit Objective

The objective of this value enablement kit is to assist
customers with the task of providing Staff/Agent facing
essential training materials for using Remedyforce as
designed. Customers should be able to:

Use this PPT as a framework for building personalized

Remedyforce User Guides & Training Materials
Pull screenshots/content to insert into existing user
guides, or,
Use this PPT as a user guide itself once you personalize it
Add your own process specific narrative

Objectives & Overview of

Training
What will you learn &
why?

Agenda/Curriculum Outline/Objective
State the objectives for your agents. For example:
The objective of the <Company> Remedyforce Agent Training is to
review the changes for both the service management processes
and technology that are being implemented within <Company>
By the end of this course the <Company> Agents should have a
solid understanding of the following:
How your processes have changed
How incidents, service request, problems, changes, releases, configuration items, self-service
and dependent processes will be handled within <Company>

How Technology works

Technology changes as to how incidents, service requests, problems, changes, releases,
configuration items, self service, dashboard/reporting and all associated attributes will be
executed using the Remedyforce application.

An Overview of Learning
(examples)
ITIL Basics

Service Targets

Accessing Remedyforce

Categories & Priorities

Remedyforce Console

First Call Resolution

Views, dashboard
Logging incidents & service
requests
Updating & searching tickets

Escalation & Assignment

Using Knowledge base

Hands on exercises / lab work

Queues
Problem Management

Process Change
The implementation of Remedyforce could
have also coincided with some process
changes or ITIL adoption initiation.
Examples:

ITIL basics
New terminology associated with the service
management processes
New process models / procedures / work instructions

ITIL 101
ITSM Organizational maturity should dictate the
degree of awareness to provide

What is ITIL?

ITIL stands for: Information Technology Infrastructure Library

ITIL consists of Best in Class Practices, Focused on Aligning IT
Services with the Needs of the Business.

Why is your organization adopting ITIL? Examples:

Improve the Quality of <company> offerings and services

Establish a culture of service
Enable continual service improvement
Compliance / governance requirements

Where <name> is starting with

ITIL

Incident
Management &
Problem
Management

Change
Management &
Release
Management

Service
Request
Management &
Service Level
Management

Service Asset &

Configuration
Management

Phase 1 Remedyforce
Incident
Management
My laptop is
broken
Break fix
I cant access
x anymore

Request
Fulfillment
New employee
Application
access
I need to order
a new phone

Self Service
Search for
Knowledge
Chat with an
agent
Check status of
incidents &
requests

Staff / Agents: Guide for using

Remedyforce
A day in the day in the life
of a Service Desk agent..

Accessing Remedyforce
The purpose of this slide is to provide instructions
for your Remedyforce staff on how to access
Remedyforce. For example:

Go to https://login.salesforce.com/
Enter your username

Username is firstname.lastname@company.com
Enter your password

<If you have an alternative login process, enter it

here as well any other relevant login information>

Hands on
Exercise

Access Remedyforce
Review logging into
Remedyforce

Navigating Remedyforce
A day in the day in the life
of a Service Desk agent
(Tier 1)

The Remedyforce Console

Every day agent view of the
console

Agent Standard View of the Console

The console contains a list of tickets. The detail of the ticket
can be seen by clicking on the row of the ticket and a
separate tab will open for you
You can edit or create a new ticket from within the
Remedyforce Console and each will appear as a tab for you
to toggle between if you need to
Within the Console you can see all tickets that are viewable
based on the profile and queues assigned to the Agent

By selecting the ticket within the console you can drill into
specific details
Filtering on either a queue or your tickets can be accomplished
by clicking the dropdown arrow (view the next screenshot)

Console Filtering & Views

Dropdown where you can filter a

view, or, create a new one

Getting to know the Console

Incident Description
Incident Category
Easy to identify VIPs

Ticket type **
Incident Number
Identifier

Client ID who raised incident

Priority of incident
Ticket status

Due date & due date

progress of service target

New incidents not

acknowledged

Getting to Know the

Console
Quickly search by incident
number, or client ID, etc.

Hands on
Exercise

Overview of the Console

Review features of the
console

Incident Management
Important incident
guidelines Lets get
started

Incident Management - Overview

Helpdesk tickets are classified as either an Incident or Service
Request depending on the nature of the action that needs to be taken.
What is an incident?
Something is broken or not accessible for an end user; normal service
productivity is disrupted
Since Incident Management escalation rules are usually based on
priorities, assigning the correct priority to an Incident is essential for
triggering appropriate Incident escalations.
An Incidents priority is determined by assessing its impact and
urgency, where:
Urgency is a of measure how quickly a resolution of the Incident is required
Impact is a measure of the extent of the Incident and of the potential damage
caused by the Incident before it can be resolved.

Where do I start?
Now that you know how to navigate the console, how do
you prioritize your workload?
Some good practices include:
Focus on the high priority tickets (remember your
impact/urgency matrix color scheme)
Focus on the due date first in / first out concept
Look at the description to get the details of the incident
Upon review of your assigned incident, choose a path:
First call resolution - Can I resolve this incident myself?
Do I need to escalate to the next level?
Do I need to contact the user for additional information?

Ticket Guidelines: Example

Incident Priority guidelines
Incident Priority is derived from urgency and impact
Incident Priority Matrix
An Incident Priority Matrix is used to define priority
classes as identified in the chart by colors and priority
codes:
Impact

Urgency

More Ticket Guidelines

Depending on your teams, you may want to include other
guidelines for managing incidents such as:
Work queues
If applicable include screen shots, or links to documentation here that
outline queues, tiers and other relevant roles & responsibilities

Escalation paths
If applicable, outline escalation guidelines

Incident status
Provide screenshot or slide on incident status used to facilitate the
lifecycle of an incident

SLAs and Service Level Targets

Depending on organizational maturity levels, you may choose to
include a few slides on your SLAs and targets to help guide agents

How to Prioritize my
Workload?
Sorting on this column,
perhaps work 1 5 in
ascending order

Note my incidents that are

for VIPs

Due date first in/first out?

Indicates new incident, not

touched yet

Day in the LifeIncident

Form

At a high level, the information an agent is going to

capture within the incident form will include:
Client Information (who is contacting you?)

Client ID, Client email, phone number, etc.

Incident details (why are they contacting you?)

Incident source (how did they contact you? phone, email, selfservice etc.)
Incident category (what are they contacting you about?)
Description of the incident (what is the nature of the incident?)

Assignment of the incident

Queue and Staff

Day in the lifeIncident

Form

Status and priority details

The combination of Impact and Urgency determines/sets the

priority of the incident
Statuses are based on a state of open or a state of closed
Open state statues might include:

Opened
In progress
Waiting for

Closed state statues might include:

Closed
Closed/No Contact
Completed

Day in the lifeIncident

Form

Resolution Details

Closure category
Resolved, Unable to Reproduce, etc. etc.
Due Date
Review SLAs if applicable
Resolution Description
Provide examples of the level of detail you want
agents to include
First Call Resolution
Provide examples of what constitutes an FCR in your
organization

Day in the lifeIncident

Form

Service and CI Details

Include examples of services if configured

Desktop Support
End user services, etc. etc.
Configuration Item
Include examples if configured

Date and Time Details

Opened date
Closed date
Responded date

Day in the lifeRecord

Details

Walk through the sections on the Record Details view

that you configured:
Action history
Linked Tasks
Approval History
Linked Knowledge Articles
Linked Configuration Items
Linked Change Requests
Linked Problems
Notes & Attachments
Incident History

Day in the lifeActions

Actions
Add Note: use to add a log entry of an action taken against a
ticket - Example installed new hard drive, etc. its a note in
the ticket for actions youve 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

Day in the lifeActions

Responded: to note that you have responded to an incident
Email: allows you to send an email from the incident
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
Quick Close: sets the incident status to close and saves the ticket
Reopen: allows you to reopen a ticket
Print: print the incident record to a printer
Print to PDF: create a PDF of the incident

Day in the life...Agent

Tools

Knowledge Search: used to search for knowledge articles

Create Knowledge Article: used to create a knowledge article
CI Explorer: view relationship information related to CIs
Incident Matching: suggested incidents based on similar criteria
like category to see if a resolution exists already
Suggested Templates: allow you to look at existing ticket
information and try to match against existing templates
Suggested Owners: 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
Incident Manifest: summary of tasks & status if applicable

Day in the life: Use Case

As you are working on your assigned incidents that you are
viewing in the Remedyforce console, you may be in a call queue
actively answering phones, perhaps in a round robin fashion
Nows a good time to walk through raising a new incident!
Remember, ServiceDesk agents have to be good multi-taskers!

Use Case:
Sally User calls into the Service Desk queue and Im next in the call
queue to receive the call.
Provide your standard greeting Thank you for calling the Help Desk,
my name is <>, how may I help you?
You determine a new incident record is needed

Getting to know the Incident Form: Raise a New Incident

New Incident Form

Enter the client name

*

Populating a New Incident

Notice: type ahead

functionality
Notice: multiple client
names appear as
option
Notice: ability to
create a new client
real time

Getting to Know the

Incident Form

Hover over this icon,

additional client information

Getting to Know the

Incident Form

Click to Add a new client

and

A new window pop up to

create the client record

Getting to Know the

Incident Form

Type ahead functionality on

account

Or, click look up

And pop up window with

accounts appears , or search
and GO.

Incident Category

Tip: Incident Category

Lets take a moment to talk about Categories

Smart Suggestions: on
Category

When I selected
Email

Suggested email
templates or KB
Articles are available

Applying a suggested
template
And click Apply
Template
Click applicable
template

Applicable fields are

auto-completed

Applying a suggested knowledge article

Applying suggested
Knowledge

Copy KB article text

into the incident

..or just the link to the

article

Select KB Article

Getting familiar with the

incident
Enter a description of
the incident

My description text
prompted a broadcast
suggestion

Incident Source
Record the source of the
incident

Proceed to complete the incident form

Populate the fields

Important! Document your

work!

One of the most important responsibilities / key

performance indicators that a Service Desk agent has is /
should be: completeness & accuracy of ticket information
Document, document, document
If its not in the ticketit didnt happen
Lets walk through, updating the ticket.

Document your work Actions

Enter your note and click

Add

To add a note, click on

Actions > Add Note

Document your work Record Details

To view additional
information about an
incident..

Click to add a note

Click to attach a file such as

a screenshot of an error
msg..

Tip: Incident Status

Lets take a moment to talk about Incident Status:
Use the status field to
indicate where the incident
is its lifecycle

Resolve or Assign the

Incident
Check the box if you are
resolving at first contact **

Who do I assign the ticket

to?
Some good practices

Assign the ticket that cannot be resolved at first contact to

the appropriate Resolver Queue, not to a person directly
(reason would be not knowing if the person is OOO, etc.)
Review assignment rules with your team; provide them
perhaps:
Consult your run books
Walk through use of Agent Tools >> Suggested Owners

Assign the incident to the

next level
And save the record

Assign to a queue

If applicable, select staff to

assign to

Hands on
Exercise

Raise some Incidents

Walk through creating
incidents

Required Fields
Required field indicator

Missing Required Field?

Try to click Save without
completing the required
fields

Error message appears

indicating which fields are
mandatory

Resolve the Incident

Select the appropriate
category for closure

Check the box if FCR

How was the incident

resolved

Hands on
Exercise

Incident Resolution
Walk through resolution
and closure of an incident

Tier 2 & 3 Groups

Depending on organizational structure, you may
want to highlight the preferred method of
engagement for second, third etc. level teams
For example, upon logging into Remedyforce for
the day, the preferred view may be for the cross
functional teams to view the Remedyforce My
Dashboard for work review

My incidents, my service requests, my tasks, my

problems, my changes, etc.
View all tickets assigned to the queue that you are a
member of (could be multiple)
Another mechanism which could be a trigger for work

My Dashboard View
Snapshot of your work
The incidents in all
my queues

Consolidated
incidents & tasks

The service requests

assigned to me

Email Notification

Tier 2 & 3 Groups Action

a ticket

Some good practices

When assigned a ticket, review service targets
View the action history of the ticket

Like checking the journal entries to see troubleshooting

and notes thus far on the incident
Review any attachments that contain information on the
issue at hand

Choose the appropriate status to being work on the

incident
Update the incident with details of work
Resolve the incident

Thank You

Bring IT to Life.