Note

 

This documentation supports the 20.15.02 version of Remedyforce.

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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.

GoalsReference 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
  • 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

  • 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

  • Enable editing of submitted service requests
  • Show categories of child categories with parent category
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
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