Note

 

This documentation supports the 20.15.02 version of Remedyforce.

To view the latest documentation, click

Configuring Smart Suggestions - BETA

BMC Remedyforce 20.15.02 contains a beta version of Smart Suggestions that is production quality but has known limitations.

The following topics are provided:

Overview of Smart Suggestions

To provide staff members with quick-and-easy access to relevant information while working on an incident in the Remedyforce Console, you can enable and configure Smart Suggestions. When staff members are working on an incident, they can view suggested knowledge articles, broadcasts, and templates that might be relevant to the record. They can browse the suggested knowledge articles, broadcasts, and templates, and link relevant records to the incident. The smart suggestions are displayed based on the description and category of the working record.

If Smart Suggestions is enabled, a pane is displayed at the bottom of the Incident form in the Remedyforce Console. If there is no value in the Category or Description fields of an incident record, the suggestions are not displayed. By default, a maximum of 10 records for each type are shown in the Smart Suggestions. At a given time, a maximum of 50 records are shown in the Smart Suggestions pane.

Considerations for configuring Smart Suggestions

Note the following important points about Smart Suggestions:

  • Smart Suggestions feature is available only for open and active incident records in the Remedyforce Console.
  • Smart Suggestions feature is not available for closed and inactive incident records.
  • Smart Suggestions feature is not available for service requests in the Remedyforce Console.
  • Smart Suggestions are supported for Microsoft Internet Explorer 9.0 and later.
  • If a staff member opens an incident on which a template is applied, suggestions are displayed only if the Allow applying of templates on an existing record check box is selected (Remedyforce Administration > Application Settings > General Application Settings > Template Settings).
  • If a staff member applies a template from Smart Suggestions, the Replace form field values with template field values check box (Remedyforce Administration > Application Settings > General Application Settings > Template Settings) setting is considered.
  • If a staff member chooses to copy text from a knowledge article or link to the Resolution field, the knowledge article is also linked to the incident after the record is saved.
  • If a record is locked by another user, suggestions are not displayed.
  • In searches for suggested templates, keywords are not searched in the following field types:
    • Number
    • Date
    • Check box
    • Picklist
    • Lookups

How results are displayed for Smart Suggestions

Suggestions are displayed based on the values entered in the Category and Description fields of an incident record.

The following table provides information about how smart suggestions are displayed if the selected category is Hardware and the description entered is Laptop Crashed:

Value entered in fieldSmart Suggestions
Category

The precedence of the results displayed for Smart Suggestions:

  1. If Hardware is selected as the category, all the knowledge articles, broadcasts, and templates that have the category Hardware are displayed.
  2. Records that contain Hardware in any of the text type fields of any knowledge articles, broadcasts, and templates are displayed.
Category and DescriptionThe precedence of the results displayed for Smart Suggestions:
  1. All knowledge articles, broadcasts, templates with category as hardware and contain any of the words from the description (Laptop, Crashed), the word Hardware, and are displayed.
  2. All knowledge articles, broadcasts, templates with category as Hardware.
  3. Records that contain Hardware in any of the text type fields of any knowledge articles, broadcasts, and templates are displayed.
Description

All knowledge articles, broadcasts, and templates that contain Laptop and Crashed in any of the text type fields are displayed.

To configure Smart Suggestions

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Application Settings tile, and from the menu select Consoles.
  3. On the Consoles tab, click Configure Smart Suggestions.
  4. On the Configure Smart Suggestions tab, select the Enable Smart Suggestions – BETA check box.
  5. In the Show Smart Suggestions for section, select the appropriate check boxes for which you want to enable smart suggestions.

    Note

    The Knowledge Articles check box is enabled only if the Search Remedyforce knowledge articles check box is selected on the Global Search page (Remedyforce Administration > Application Settings > Global Search).

  6. Click .
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