Salesforce1 Mobile ExperienceIT Remedyforce On Call

Nashville Salesforce Developers Users Group

Doug Ayers

10/2/2014

About Me

• Software Architect @ Fruit of the Loom, Inc.

• 2 years Salesforce Administration / Development

• 8 years Java Enterprise Web App

• @DouglasCAyers

• github.com/DouglasCAyers

• douglascayers.blogspot.com

Overview

• What is Remedyforce?

• What is our mission?

• Why Salesforce1?

• Demo

• Let’s see some code!

What is Remedyforce?

• IT Service Desk Management (e.g. Help Tickets, Change Requests)

• Native app to Salesforce Platform (e.g. custom objects, workflows)

• Developed by BMC Software and Salesforce

• http://www.salesforce.com/remedyforce/overview/

Our Mission

1. Notify IT Staff with mobilepush notification

2. When incident is assigned

3. Allow IT Staff to respondto incident via mobile app

Demo

What just happened?

1. Incident record created

2. Workflow Rule fired a Trigger-Ready Flow

3. Flow posted Chatter message to primary on call for the incident’s queue

4. Salesforce1 pushed notification to user’s mobile app (no coding required!)

5. Use Visualforce Publisher Actions to update incident record

visualforce

apex