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Using Self Service 3.0

In the Winter 17 (20.17.01) release of BMC Remedyforce, Self Service 3.0, a modern and more intuitive UI is generally available. Self Service 3.0 empowers clients to quickly find the information they need. It enables you to increase self-service adoption, and reduce support costs.

Supported features

The following features are supported in Self Service 3.0:

  • Submitting tickets
  • Requesting services
  • Viewing your submitted tickets and requests
  • Viewing self help articles
  • View service health
  • View assets
  • Viewing broadcasts
  • Approving records
  • Chatting with support agents (staff members)

Note

Some features of Self Service 2.0 are not available in Self Service 3.0. For more information, see Upgrading to Self Service 3.0


Using Self Service 3.0

You can access it by using the Remedyforce Self Service tab or by using the URL shared by your IT department. The following figure shows the Home page of Self Service 3.0.

Editing My Profile page

To edit my profile page, perform the following steps:

Salesforce Classic

  1. From the Profile Name drop-down list, select My profile.
  2. Edit the required fields on the My Profile page and click Submit.

  3. To upload profile picture, click My Activity.

Lightning Experience

  1. Click View in My Activity on the left panel.
  2. Click Profile Name.
  3. Edit the required fields on the My Profile page and click Submit.

Note

If you select a preferred language and that language pack is available, the changes are reflected in that language as soon as you save the page.

Considerations

Text Area (Rich) and Geo location fields are not supported.  

Videos

Following are the videos for Self Service 3.0 features:

TitleDescriptionVideo
Submit a ticketThis video guides you through submitting a ticket in Self Service application.

https://youtu.be/DY7QLsjtK4U

Request a serviceThis video guides you through the SRDs associated with the selected category and viewing additional information for a value in the lookup fields while requesting a service request.

https://youtu.be/qiBXGOY8ti8

View my assetsThis video guide you through submiting tickets for the assigned configuration items (CIs) or assets and also view tickets related to a CI or asset.

https://youtu.be/wpQENdSqkFg

View in my activityThis video guides you through viewing tickets submitted by you or other users. And how to customize the profile page.

https://youtu.be/Mes3K9_3Qqw

Download recordsThis video guides you through downloading tickets and service requests submitted by you or by others.<<Video from Nikhil>>
Searching in SuperboxThis video guides you through using Superbox for searching in Self Service.<<Video from Nikhil>>
Using Smart SuggestionsThis video guides you through using Smart Suggestions while submitting a ticket in Self Service.<<Video from Nikhil>>


Related topics

Configuring Self Service

Upgrading to Self Service 3.0

Configuring settings for CIs and assets view

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