Note

   

This documentation supports the 20.22.02 version of BMC Helix Remedyforce.

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

Configuring BMC Remedyforce Chat

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

Remedyforce Chat enables clients to chat with a staff member for assistance. Staff users can assist clients through a chat conversation in the following ways:

  • Answer clients' queries
  • Provide help with service request selections
  • Share knowledge article links or help troubleshoot issues by providing steps for resolution

An administrator can designate staff members who provide help to clients by using chat. When any of the staff members configured for chat are logged on to the Remedyforce Console tab and their status is marked as available to chat, a client request for chat assistance is assigned to one of them. 

Supported modules

Clients can chat with staff users from the following modules:

  • Self Service 3.0
  • Self Service on Salesforce Mobile App (Self Service mobile app)
  • Experience Cloud sites

Overview of BMC Remedyforce Chat

The following graphic provides an overview of configuring BMC Remedyforce Chat:

Videos

The following table lists videos that explain the Remedyforce Chat feature. These videos show an older version of BMC Helix Remedyforce. Although there might be minor changes in the UI, the overall functionality remains the same.

PurposeVideo

Implementing Remedyforce Chat: This video (4:09) demonstrates the following features:

  • Enabling chat for a staff user and clients
  • Mapping categories to staff user for automated routing
  • Creating a new incident or updating an existing one based on a chat session 

https://youtu.be/nPb4gHxxukM

Managing Categories for Self Service and Remedyforce Chat: This video (3:29) shows how to enable categories for Self Service and Remedyforce Chat.

https://youtu.be/fhYydRbaR28

To enable BMC Remedyforce Chat for clients

When you enable Remedyforce Chat, a client can contact a staff member to chat with for assistance. When Remedyforce Chat is enabled, the Remedyforce Chat header is displayed to the client at the bottom of the Self Service page. In the Self Service mobile app, the Chat icon () is displayed on the Home screen.

Perform the following steps:

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Self Service tile, and from the menu select General Self Service Settings.
  3. In the Remedyforce Chat section, perform the following actions:
    • To enable Remedyforce Chat in the Self Service site, select the Enable Chat for Self Service web portal check box.
      The Self Service site can be accessed from the Remedyforce Self Service tab.
    • To enable Remedyforce Chat in the Self Service mobile app, select the Enable Chat for Self Service Mobile check box.

    Your settings for client accounts and the Pre-Chat form are applicable to Remedyforce Chat in the Self Service site and the Self Service mobile app. 

  4. Select All Accounts to enable Remedyforce Chat for all client accounts.
  5. Select Selected Accounts to enable Remedyforce Chat for selected client accounts.
  6. (Optional) Select the Enable Pre-Chat form check box to enable clients to enter a category and their query before initiating a chat. If clients select a category on the Pre-Chat form, the chat can be assigned based on suggested owners configured for the selected category.
    This setting, along with the Show 'None of the above' as a Category on the Pre-Chat form setting, is applicable to Remedyforce Chat for the Self Service website and the Self Service mobile app.

  7. (Optional) Select the Show 'None of the above' as a Category on the Pre-Chat form check box to enable clients to select None of the above as an option from the Category list on the Pre-Chat form. If clients select this check box, the chat is assigned to any available staff member.

To enable BMC Remedyforce Chat for clients of Experience Cloud sites, see Configuring Lightning Web Components.

To enable Remedyforce Chat for staff members

Remedyforce Chat enables a staff member to chat with clients and resolve their queries. An administrator can enable Remedyforce Chat for a staff member by selecting the Chat User check box on the User Edit page. For instructions, see  Salesforce help Open link

To enable the staff member to received chat requests, ensure that the Enable Chat and ServiceDesk Staff check boxes are selected on the User Edit page.

Staff members must set their status as available to chat with clients.

By default, a staff member can chat only with one client at a time. To enable staff users to chat with multiple clients, see To enable staff users to chat with multiple clients.

At the end of a chat session, a staff member must create a new incident record or link the chat to an existing incident. For more information, see Creating an incident from a client chat.

For more information, see Assisting clients via Remedyforce Chat.

To enable staff users to chat with multiple clients concurrently

If you allow staff users to chat with multiple clients simultaneously, clients don't have to wait a long time to get help.

Perform the following steps:

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Self Service tile, and from the menu select General Self Service Settings.
  3. In the Remedyforce Chat section, select a value for Maximum chat sessions per staff.

    The default value is 
    1. A staff user can chat with a maximum of 10 clients at once. Staff users can respond to chat requests initiated from the following applications:
    • Self Service 3.0
    • Experience cloud sites
    • Remedyforce mobile- Self Service

At the end of a chat session, a staff member must create a new incident record or link the chat to an existing incident. For more information, see Creating an incident from a client chat.

Chat assignment

The chat assignment to staff member differs based on the availability of the Pre-Chat form and suggested owners configured for the category enabled for Remedyforce Chat.

If Pre-Chat form is enabledIf Pre-Chat form is not enabled
  • Chat is assigned based on the categories enabled for Remedyforce Chat and the suggested owners configured for those categories.
  • By configuring and assigning suggested owners, you can quicken the process of resolving the client queries and manage chat assignments to staff members efficiently.

For more information, see Chat assignment with suggested owners configured for categories.

  • You do not need to enable the categories or configure suggested owners.
  • If no staff members are logged on to the Remedyforce Console tab and marked as available to chat, a message is displayed to clients in the Self Service chat area, informing them that no staff members are available. Clients can use the Try again option in the chat window to look for an available staff member.
  • Chatting with a single client: When multiple staff members have set their status as Available from the Remedyforce Console, the staff member whose previous chat ended first is assigned the next incoming chat request from a client.

  • Chatting with multiple clients: If staff users are allowed to chat with multiple clients, chats are assigned to them based on the following criteria:

    • If the status of multiple staff users is Available, the staff member who has less number of active chats is assigned a chat request. 
    • If multiple staff users have equal number of active chats, the staff member whose previous chat ended first is assigned the next incoming chat request from a client.

Best practice: To quicken the process of resolving the client queries and for efficient staffing purposes, BMC recommends that you enable the Pre-Chat form so that the chat is assigned to the suggested owner of a category.  To enable Pre-Chat, see step 6 in To enable BMC Remedyforce Chat for clients.

Note

The Pre-Chat form is not displayed in the Self Service mobile app. Instead, if the Pre-Chat form is enabled, the option to change the default category is available at the top of the Chat screen. Clients can select the category that is related to their issue.

Chat assignment with suggested owners configured for categories

If you have enabled the Pre-Chat form, you must configure staff members as suggested owners for the categories that are enabled for chat. For more information, see Configuring suggested owners.

When a client initiates a chat after selecting a category on the Pre-Chat form, the chat is assigned to the suggested owners of that particular category. If the multiple suggested owners are configured for that category, the chat is assigned to the staff member whose previous chat ended first.

The chat is assigned only to a suggested owner of the category selected by the client on the Pre-Chat form.

Note the following important points:

  • If client selects Hardware as a category on the Pre-Chat form, but you have not configured any suggested owner for Hardware—in this case, although a staff member who is a suggested owner for the Network category is available to chat, the client receives the message All staff members are currently busy. Click Try again to retry..
  • In the same scenario, the chat is not assigned to an available staff member even if available staff members are not configured as suggested owners for any categories.
  • If a client selects None of the above as a category, the chat is assigned to any available staff member including the ones who are configured as suggested owners for any category.
  • While defining suggested owners, ensure that the criteria for Category field is in this Category= <Category Name> format.

The following table provides an example for the scenario described:

Suggested owner titleCriteriaConsidered for assignment
Suggested owner 1

Priority = 1 AND

Category = Account Administration NONE
No: The Category field is a part of the criteria but the value does not match the Pre-Chat form category.
Suggested owner 2

Category = Hardware AND

Priority = 1 AND

Service = Mobile Service NONE
Yes: The Category field is a part of the criteria, and the value matches Pre-Chat form category.
Suggested owner 3

Priority = 3 AND

Category != Network AND

Service = Mobile Service NONE

No: The criteria for Category field is not defined in the above mentioned format.


Note: Only equals operator (=) is considered while assigning a chat.

The chat is assigned to staff member who is configured as a suggested owner by using the criteria mentioned for suggested owner 2, because the category matches the category selected on the Pre-Chat form.

Note

If you have configured multiple criteria for a suggested owner, when the chat is assigned only the criteria defined for the category is considered. In the preceding example, the chat is being assigned to a staff member, only the category that matches the category on the Pre-Chat form is considered. The other criteria are not considered.

Considerations for configuring Remedyforce Chat

Note the following important points about the Remedyforce Chat feature:

CategoryConsiderationAdditional information
General

To enable staff members to create incidents by using chat, ensure that Chat is added to the Incident Source picklist field.

None
Pre-Chat form

Chat assignment

  • If the Pre-Chat form is enabled, the chat request is directed to an available staff member who is configured as a suggested owner for the category selected by a client on the Pre-Chat form.
    For example, on the Pre-Chat form, if a client selects the category as Hardware, the chat is assigned to a staff member who is configured as the suggested owner for the Hardware category. Consider the following points:
    • If multiple staff members are configured as suggested owner for a category, the chat is assigned to the staff member whose previous chat ended first.
    • If a client selects None of the above in the Select a Category list on the Pre-Chat form, the chat is assigned to any of the available staff members.
For more information, see To enable Remedyforce Chat for clients.

Category

  • For Remedyforce chat, you can enable only the categories that have the Incidents check box selected and are enabled for Self Service.
    For example, only if the category Hardware is enabled for Self Service, can you enable it for Remedyforce Chat.
  • Only parent categories that are enabled for Self Service are displayed in the Available Categories list for Remedyforce Chat.
For more information, see Managing categories for Self Service and Remedyforce Chat.

Suggested owners

  • If the Pre-Chat form is enabled, you must configure suggested owners for categories enabled for Remedyforce Chat. A chat is assigned only to a suggested owner of the category selected by the client on the Pre-Chat form.
  • Only staff members can be configured as suggested owners. Queues are not supported as suggested owners.
For more information, see Chat assignment with suggested owners configured for categories.
After a chat endsAfter a chat ends, a staff user must link the chat to a new incident or to an existing incident.Creating an incident from a client chat


Viewing information about chat sessions

For quick access to information about chat sessions, you can view the BMC Remedyforce Chat Dashboard on the Dashboards tab and view the Chat Sessions by Account and Category report from the Reports tab. Based on your requirement, you can enable the staff members to view the BMC Remedyforce Chat Dashboard. For more information, see Viewing the BMC Remedyforce Chat dashboard.

Note

 To enable users to the view the BMC Remedyforce Chat Dashboard, ensure that the Allow Reports check box is selected for the Chat Instances object.

Related topics

Viewing the BMC Remedyforce Chat dashboard

Accessing predefined reports

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