×
 
 
  •  
$helper.renderConfluenceMacro('{bmc-global-announcement:$space.key}')

Note

   

This documentation supports the 20.22.01 version of BMC Helix Remedyforce.

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

BMC Helix Remedyforce 20.22.01 Administering

Configuring Self Service

This topic was edited by a BMC Contributor and has not been approved.  More information.

Self Service enables clients to create and resolve their own incidents and service requests, thus lowering the call volume to staff members. Self Service users can also submit a new service request, or they can use common service requests to create service requests for common issues. Additionally, they can access a database of knowledge articles and provide feedback about them.

The following video (2:45) provides an overview of Self Service in BMC Remedyforce.

 


https://youtu.be/AQgJF6MsQUE

The following topics are provided:

Self Service options in BMC Remedyforce

Multiple options are available to access Self Service with BMC Remedyforce. As an administrator, you can provide the following access options to your clients:

OptionWhen do you use this option?Reference topic
Self Service 3.0

You want to enable a modern and more intuitive Self Service from a web browser by enabling your users to log in to login.salesforce.com or by creating a site URL.

If you install BMC Remedyforce Winter 17 (20.17.01), you get Self Service 3.0 on the Remedyforce Self Service tab and you do not get the option to move to Self Service 2.0.

Settings for configuring Self Service
Self Service 2.0 (earlier known as Self Service for the web browser)

You want to enable Self Service from a web browser by enabling your users to log in to login.salesforce.com or by creating a Site URL.

If you upgrade to BMC Remedyforce Winter 17 (20.17.01), you get Self Service 2.0 on the Remedyforce Self Service tab and you get the option to upgrade to Self Service 3.0.

Settings for configuring Self Service
Self Service on Salesforce Mobile App (Self Service mobile app)

You want to enable Self Service (which is built on Salesforce mobile app) on a mobile device for Apple iOS and Google Android.

Configuring Self Service on Salesforce Mobile App
You can enable both the Self Service on mobile app and Self Service (2.0 or 3.0) and for your clients. You must inform your clients how to access Self Service. Ensure that you assign Salesforce Platform license to your clients.


Where to go from here

The following table provides information about what configurations are required to configure Self Service.

ActionReference topic
Create the Self Service Site in SalesforceConfiguring the Self Service site for clients
Configure Single Sign-OnEnabling clients to use Single Sign-On to access Self Service
Configure Self Service for web browser

Settings for configuring Self Service

Configuring Self Service for the web

Configure Self Service mobile appConfiguring Self Service on Salesforce Mobile App

Related topic

Configuring Service Desk on Salesforce Mobile App

Was this page helpful? Yes No Submitting... Thank you
Last modified by Ankita Chougule on Apr 29, 2022
administration contributor_unapproved

Comments

Log in or register to comment.

Creating time triggers
Settings for configuring Self Service
© Copyright 2013 - 2022 BMC Software, Inc.
Legal notices

Powered by Atlassian Confluence and Scroll Viewport

© Copyright 2005-2023 BMC Software, Inc. Use of this site signifies your acceptance of BMC’s Terms of Use . BMC, the BMC logo, and other BMC marks are assets of BMC Software, Inc. These trademarks are registered and may be registered in the U.S. and in other countries.