Note

   

This documentation supports the 20.20.01 version of BMC Helix Remedyforce.

To view an earlier version, select the version from the Product version menu.

Configuring search settings for Self Service


Note

If you have installed BMC Remedyforce Winter 17 (20.17.01), you get Self Service 3.0 in the Remedyforce Self Service tab. However, if you have upgraded to BMC Remedyforce Winter 17, you continue to get Self Service 2.0 in the Remedyforce Self Service tab along with the option to upgrade to Self Service 3.0. 

On the Remedyforce Administration > Configure Self Service > Search page, you can configure the knowledge repositories that you want clients to search.

The following table describes the settings available on the page.

SettingDescription
Intranet URLEnter the URL of your organization's Intranet. This URL creates the search string that searches for matching values on the intranet of the company.
Enable Internet searchingEnables clients to search the Internet by using the Google search engine.
Enable display of popular or suggested Remedyforce knowledge articles on the Home tab and Self Service Search tab

Enables clients to search the knowledge articles of BMC Remedyforce. When you do not select this check box, the Self Service users do not get the link to knowledge articles if a Staff member has shared it.

Note: Only this setting is supported in Self Service 3.0. If you installed BMC Remedyforce Winter 17 (20.17.01), you get Self Service 3.0 in the Remedyforce Self Service tab. However, if you upgrade to BMC Remedyforce Winter 17 (2017.01), you get Self Service 2.0 in the Remedyforce Self Service tab and the option to upgrade to Self Service 3.0.

Enable display of popular or suggested Salesforce knowledge articles on the Home tab and Self Service Search tab

Enables clients to search the knowledge articles of Salesforce. Select this check box if you have Salesforce knowledge user license for the Salesforce organization where BMC Helix Remedyforce is installed.

Notes:

  • This setting is applicable for both Self Service 2.0 and 3.0.
  • When you opt for the fresh install version of BMC Helix Remedyforce 20.20.01, this setting is unchecked by default. The administrators must select it to display Salesforce knowledge articles.
  • When you upgrade from any earlier versions to BMC Helix Remedyforce 20.20.01, consider the following:

    • If you upgrade to Self Service 3.0 and BMC Helix Remedyforce 20.20.01, this setting honors previously saved configurations for the display of knowledge articles.

    • If you are currently on Self Service 3.0 and upgrade to BMC Helix Remedyforce 20.20.01, this setting is made available and unchecked by default.

For information about settings that you must configure to display Salesforce knowledge articles in Self Service, see Enabling Salesforce knowledge articles to be viewed in Self Service.

Direct Link: Self Service Search

To enable clients to open Self Service Search directly, use the link in the field. You can embed this link on your intranet site or send the link by using an email to provide direct access to Self Service Search. 

If you enter a keyword in your URL, when the user clicks the link, Self Service opens with the results corresponding to that keyword. If you do not add a keyword, Self Service search opens without any results. 

For example, if you add the word printer at the end of the URL, when the users click that URL, Self Service Search tab opens with the results corresponding to the keyword printer. For more information, see Providing direct links for Self Service components.


Related topics

Enabling Salesforce knowledge articles to be viewed in Self Service

Salesforce knowledge articles in Self Service 3.0


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