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Note

   

This documentation supports the 20.21.01 version of BMC Helix Remedyforce.

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

BMC Helix Remedyforce 20.21.01 ... Administering Configuring Self Service Settings for configuring Self Service

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.

Enable tracking of Self Service search history

For Self Service 3.0, this setting enables the administrators to track and analyze the search keywords entered by clients on Self Service 3.0 and Remedyforce Mobile (Self Service) respectively. The Winter 21 fresh install users or the users upgrading to Winter 21, both require the administrator to enable this setting for them. It is not enabled by default.

  • With this setting, for every superbox search, the search text and its search result counts get stored as a record in the Self Service Search History object.

    Note

    The memory of Self Service Search History object gets occupied rapidly. The object memory is counted as a part of the organization's storage limit. Hence, you can always purge the object data on need basis.

  • You can view the records stored in the Self Service Search History object by using OOTB reports and dashboards.
    These reports display the search results and analytics for the search text. Additionally, you can also create custom reports on this object.

  • For every search made, the following information gets captured in the reports:

    ValueDescription

    Search Text

    		Stores the user's search string entered in the superbox.
    Search GroupText searched by Self Service users during one particular session are grouped together in a Search Group. The grouping interval is of two minutes.
    UserDisplays information about the user who performed the superbox search.
    SourceIndicates whether the superbox search was performed in Self Service 3.0 or Remedyforce Mobile (Self Service).
    Number of records returned

    Indicates the number of common tickets, service requests, Remedyforce knowledge articles, Salesforce knowledge articles, or broadcast records displayed during the superbox search.

  • The records created for the text searched within a default interval of two minutes are all grouped as one search group.
    Administrators can modify the default interval duration by creating the custom setting called SSGroupingDurationInMinutes.

    For more information about this setting, see Managing custom settings.
  • The insights from the reports and dashboards will help provide and create appropriate knowledge articles, templates, and service requests for the clients.
Enhance Service Request search

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

If the search optimization setting is not configured, Superbox search results and smart suggestions include service requests that have the search term enabled in their Display Options.

For example, Email is enabled in Display Options for the service request definition abc. Superbox search results and smart suggestions for the search term Email include the service request abc which may be irrelevant for client users.

Purging data for the Self Service Search History object

Perform the following steps to free up the Self Service Search History object storage space or to clear up data older than a year:

  1. Export the object data to your system by using the data loader. 
    For more information about exporting object data, see  Export Data Open link .
  2. Use the following query to export the object data.
    Select Id, OwnerId, IsDeleted, Name, CreatedDate, CreatedById, LastModifiedDate, LastModifiedById, SystemModstamp, BMCServiceDesk__Articles__c, BMCServiceDesk__Broadcasts__c, BMCServiceDesk__CommonTicket__c, BMCServiceDesk__FKUser__c, BMCServiceDesk__SalesforceArticles__c, BMCServiceDesk__Search_Group__c, BMCServiceDesk__SearchedText__c, BMCServiceDesk__ServiceRequests__c, BMCServiceDesk__Source__c FROM BMCServiceDesk__SelfServiceSearchHistory__c WHERE CreatedDate < LAST_N_YEARS:1
    For more information about date literals, see  Date Formats and Date Literals Open link .

  3. After the export is complete, use the exported .csv file to delete the old Self Service Search History object data. 
    For more information about deleting data, see  Perform Mass Deletes Open link .


Related topic

Enabling Salesforce knowledge articles to be viewed in Self Service

Tracking Self Service search history through reports and dashboards


Was this page helpful? Yes No Submitting... Thank you
Last modified by Tejas Andhare on Jul 26, 2021
administration search_settings configure_self_service self_service_search display_salesforce_knowledge_articles display_remedyforce_knowledge_articles enable_search_history_tracking self_service_search_history_tracking self_service_search_history_object search_text search_group purge_object_data

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