How is BMC Helix Remedyforce Connected to Salesforce?

Oceanforce Solutions offers certified consulting services for both Salesforce and BMC Helix Remedyforce. But if you are new to services like BMC and Salesforce, it can be overwhelming to understand how they are separate, and in what ways they work together. 

What is BMC Remedyforce? 

At its most basic level, BMC Helix Remedyforce is an IT service management tool built on the Salesforce cloud with the strategic ITSM solutions provided by BMC Software. Introduced as a partnership effort back in 2010, BMC Remedyforce  was created to help mid-size businesses with the ITSM needs. That has continued to develop over the last decade. 

With now over ten years of technological developments and feedback from users, BMC Remedyforce is now BMC Helix Remedyforce. With stronger capabilities and offerings, and a more developed relationship between the two companies, Remedyforce is better than ever. 

How does Remedyforce Work with Salesforce?

BMC Helix Remedyforce is built upon the Salesforce cloud, which means that all the impressive back-end software and functionality that Salesforce is known for is the framework for BMC Helix Remedyforce. Instead of mid-size companies needing to choose between BMC Software and Salesforce’s ITSM offerings, BMC Helix Remedyforce essentially provides a “best of both worlds” solution. 

The heart of BMC Helix Remedyforce is the IT Service Desk (what used to be the Service Desk on Force.com back in the day). This cloud-based service desk tool works using Salesforce’s technology and framework to host BMC Software’s ITSM solutions. This provides users with a faster, easier way to resolve customer service tickets and provide more informed reporting and analytics. 

Should I use Remedyforce or Salesforce? 

While Remedyforce is built upon the Salesforce platform, there are distinctions between using BMC Helix Remedyforce and strictly Salesforce for your organization’s ITSM needs. Depending on several factors related to your business, it may make more sense for you to choose one over the other. 

We’ll be comparing BMC Helix Remedyforce to the Salesforce Service Cloud, since those are the most comparable service products between the two companies. If you aren’t familiar with the Salesforce Service Cloud, you can learn more here.  

Salesforce Service Cloud is ideal for mid-size and large companies, though large companies are more likely to have the resources available to take full advantage of the scope of services that Salesforce can provide. It is highly customizable and can be used in the office, remotely, and even on the go with the Salesforce app. Service Cloud can integrate with the Salesforce Sales Cloud and the Salesforce CRM so all your data, reports, and analytics can be found in one place. 

BMC Helix Remedyforce is designed to eliminate the need for multiple services and products to provide a full ITSM experience. While applicable for all business sizes, smaller businesses may find BMC Helix Remedyforce fits their needs more than Salesforce Services Cloud. BMC Helix Remedyforce does have customizable integrations and an in-depth installation and configuration process so that it does what you need it to do best for your company’s needs. Separate modules for Change Management, Incident Management, and Problem Management keep your system orderly while managing incoming service requests. 

Because every business is different, your company’s needs, beyond employee or revenue numbers) will best dictate whether BMC Helix Remedyforce or Salesforce Service Cloud would be a better fit. Some businesses may find that both are great options to choose from. In that instance, other factors such as cost, usability, and deployment timelines may be the determining factors. 

I need help with BMC Helix Remedyforce and Salesforce 

Our experts at Oceanforce Solutions are certified consultants for both BMC Helix Remedyforce and Salesforce. We understand that if you’re just starting out with your ITSM solution, it can be difficult to know where to start. 

It’s also a lot of work to maintain your account as an administrator. If you find that your time is better spent running your business, or you aren’t interested in hiring a full-time administrator, Oceanforce can help with that as well! Get in contact with our team and we’ll learn more about your business’s specific needs.