Configuring Self Service

Self Service allows users 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 use common service requests to create service requests for common issues. Additionally, they can access a database of knowledge articles and provide feedback on the knowledge articles.

The following table list various configurations that can help you configure Self Service.

Goals	Reference topic
Show or hide banner Configure broadcast ticker speed	Configuring banner settings
Configure a theme Assign a theme to an account Configure your company's logo and images on the title page and background Enter company URL to link images to the URL of your company	Configuring Self Service branding
Add new categories Update existing categories Assign categories to Self Service or Remedyforce Chat	Managing categories for Self Service and Remedyforce Chat Configuring BMC Remedyforce Chat
Select common incident (ticket) templates to be shown in Self Service Select common request definitions to be shown in Self Service	Configuring availability of common requests
Configure a message on the header of the Contact Us page in Self Service Select an incident template that is submitted when clients fill the Contact Us form	Configuring the Contact Us page settings
Configure knowledge articles precedence over service requests Configure showing of knowledge articles and service requests based on services of the client Enter Self Service URL Configure Chat in Self Service	Configuring Self Service-wide general settings Configuring BMC Remedyforce Chat
Configure a queue to which all the incidents (tickets) raised in Self Service are assigned Configure allowing clients to close, copy, and reopen their incidents (tickets) Configure showing of the Submit a Ticket link Configure allowing clients to create incidents from broadcasts and adding notes to their incidents (tickets) Configure the number of closed incidents (tickets) and service requests displayed in Self Service Configure the option on which the incidents (tickets) and requests are filtered	Configuring settings for incidents raised by clients
Enable access of Self Service on a mobile device	Configuring BMC Remedyforce Self Service mobile application
Configure commonly accessed URLs by clients	Configuring quick link settings
Configure Intranet URL that is searched when client performs search in Self Service Enable searching of Internet and Remedyforce and Salesforce knowledge articles	Configuring search settings for Self Service
Show service requests and incident templates together Show My Cart and preview of service requests	Configuring service request settings for Self Service
Configure ticket layout in columns, such as 1 or 2 Assign a ticket layout to profiles Create and edit layouts Configure a queue to which tickets created in a ticket layout are assigned	Managing custom layouts for the Ticket form
Configure showing or hiding of a tile Configure the order in which the tiles are shown Add custom tiles that contain link to a custom Visualforce page or other web-based applications	Configuring Self Service tiles

Configuring Self Service

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