20.21.01 enhancements

View insights into the information searched by clients in Self Service

Administrators can track and analyze the search keywords entered in Self Service 3.0 and Remedyforce Mobile (Self Service) app. The searched terms are stored as records in the Self Service Search History object. These records can be viewed through OOTB reports and dashboards.

This kind of data helps the administrators to understand what clients usually search for and what search results they see. Thus, enabling the administrators to provide and create appropriate knowledge articles, templates, and service requests.

For more information about viewing insights, see Configuring search settings for Self Service and Tracking Self Service search history through reports and dashboards.

Configure a lightning web component to submit a request from Salesforce Experience Cloud Sites

Administrators can configure the new Lightning Web Component called Service Catalog for Salesforce Experience Cloud Sites.

Thus, enabling the Experience Cloud site users to view the service catalog with service requests for a specific category and submit the request. The Service Catalog component provides the look and feel of Salesforce Lightning Experience.

For more information about configuring the new Lightning Web Component, see Configuring Lightning components on Experience Cloud Site pages.

Configure a lightning web component to view tickets and service requests from Salesforce Experience Cloud Sites

Administrators can configure the new Lightning Web Component called View Requests for Salesforce Experience Cloud Sites.

After which, the Experience Cloud site users can view tickets and service requests submitted to BMC Helix Remedyforce by using this component. The View Requests component provides the look and feel of Salesforce Lightning Experience.

For more information about configuring the new Lightning Web Component, see Configuring Lightning components on Experience Cloud Site pages.

Control the display of request definition fields in Remedyforce Console 

In 20.21.01, you can specify if the following request definition fields should be displayed in Remedyforce Console:

• Date Expected
• Date Required

To enable this ability, the Apply Date Expected & Date Required field settings for staff members check box is added to the Display Options tab of a request definition.

For more information, see Managing service request definitions.

Enhanced user interface for Self Service 3.0

The following enhancements are introduced in Self Service 3.0:

• Look and feel: When administrators select the Enable enhanced look and feel check box from Remedyforce Administration > Configuring Self Service > General Self Service Settings, you can view the following enhancements in Self Service pages:
  • Bigger icons
  • Spacious page layouts
  • Description for sidebar tiles
  • Prominent and wider search box
  • Center aligned titles for the tiles
• The status of a submitted service request is displayed while viewing it from View in My Activity.
• The Add Note and Cancel buttons are prominently visible while entering notes in a ticket. While adding notes, the Submit, Cancel, and Copy buttons are disabled. To submit, copy, or cancel a ticket, you must finish adding notes or cancel notes.

For fresh installations, the enhanced look and feel is enabled by default. In an upgraded organization, administrators have to manually select the Enable enhanced look and feel check box.

The following video (4:17) shows the Self Service UI enhancements. This video is created for Winter 21 Early Access Program. However, the video content is valid for the Winter 21 released version.

The following video (8:56) shows the search insights and search optimization enhancements. This video is created for Winter 21 Early Access Program. However, the video content is valid for the Winter 21 released version.

Optimize Superbox search results and smart suggestions for service requests

For service requests in Self Service, you can optimize Superbox search results and smart suggestions to exclude irrelevant search results.

To configure search optimization, administrators must navigate to Remedyforce Administration > Configure Self Service > Search > Enhance Service Request search  and click Start.

• For fresh installations, the search optimization setting is configured by default.
• In an upgraded organization, administrators have to manually configure the search optimization setting.

For more information, see Configuring search settings for Self Service.

Enable dynamic field rendering for Service Request and Incident forms in Remedyforce Console 

Administrators can configure the dynamic field rendering feature for Incident and Service Requests forms in Remedyforce Console.

This can be done by defining the field display criteria in the Incident and Service Request layouts respectively. By doing so, the Remedyforce Console forms will render relevant fields based on the entered inputs.

For example, for service request forms, the fulfillment fields can be rendered dynamically based on the request definition. Whereas, for the incident forms, the relevant fields can be rendered dynamically based on the category.

For more information about dynamic field rendering for Remedyforce Console forms, see Setting up dynamic field rendering for incidents and service requests in Remedyforce Console.

The following video (7:26) shows the dynamic rendering feature added for incidents and service request forms. This video is created for Winter 21 Early Access Program. However, the video content is valid for the Winter 21 released version.

View Whatfix flows in Lightning experience

In addition to the Classic environment, the Whatfix flows are now added on the Getting Started and Remedyforce Administration tabs for Lightning experience users. Whatfix flows provide guided assistance to you in performing a task or to walk you through a feature in BMC Helix Remedyforce.