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Configuring BMC Remedyforce Chat

Remedyforce Chat is available with Self Service and enables clients to chat with a staff member for assistance without having to leave the Self Service site or the Self Service on Salesforce1 Mobile App (Self Service mobile app).

Overview of Remedyforce Chat

You can designate staff members who provide help to clients by using chat in addition to their other tasks. 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.

The chat module extends the Self Service experience for clients and allows them the option to self-serve or use a real-time assistance. Clients can use chat from the Self Service mobile app, without having to go a different site to access it.

Through a chat conversation, a staff member can provide the following assistance:

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

You can enable the Pre-Chat form, configure categories for Remedyforce Chat, and configure suggested owners for the enabled 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.

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.

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.

Using Remedyforce Chat, a staff member can assist one client at a time. A staff member can support another client request for chat only after the chat with the first client has successfully ended. At the end of a chat session, the staff member must create a new incident record or link the chat to an existing incident.

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.

The following graphic provides an overview of configuring BMC Remedyforce 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.

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

  • You do not need to enable the categories or configure suggested owners.
  • In this case, when a client initiates the chat, it is assigned to an available staff member.
  • If multiple staff members are available to chat, the chat is assigned to the staff members whose chat ended first.

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.

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
  • A staff member is assigned a chat from the Remedyforce Console tab only, and they must set the status as Available to chat with clients. When staff members are chatting with a client, their status is updated to Busy.

  • To not receive chat requests, staff members must set their status as Offline. It takes sometime to commit the Offline status in the application. Immediately after they set the status as Offline, if a client sends a chat request, they might receive the request.

  • At a given time, one staff member can chat with only one client.

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

  • During a chat, if a client sends an attachment, the staff member can click the hyperlink to view the attachment.

  • 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.

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.
  • If the Pre-Chat form is not enabled, and a client initiates a chat 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.
  • If the Pre-Chat form is not enabled, the chat is assigned to any of the available staff members.

Note: 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.

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 chat endsAfter the chat ends, the staff member must link the chat to a new incident or to an existing incident:
  • If a staff member creates a new incident, the chat transcript is copied to the Description field, the Incident Source field is set to Chat, the Client ID field is populated with the ID of the client who initiated the chat, and Status is set to Open. If the Pre-Chat form is enabled, the category selected by the client on the Pre-Chat form is copied to the Category field on the Incident form. After the staff members enter values in the other required fields, they must save the record.
  • If a staff member chooses to link the chat to an existing incident, the chat transcript is added as a note action in the Action History section of the incident.
  • The staff member can view the attachment in the Attach/View files window before saving the incident. All the attachments sent by the client during the chat are added to the Files section of the incident (new and existing) after the record is saved.
None

Enabling Remedyforce Chat for staff members

The following video (5:11) shows how to enable chat.

https://youtu.be/SHaeTf9_g-4

System administrators must enable Remedyforce Chat for staff members with whom client users can chat. Remedyforce Chat enables a staff member to chat with clients and resolve their queries. Staff members must set their status as available to chat with clients.

Note

The Remedyforce Chat is available for clients only if you enable it. For more information, see Enabling Remedyforce Chat for clients

To enable Remedyforce Chat for staff members

  1. To add the Enable Chat check box to the User Page Layout, perform the following actions:
    1. Navigate to Setup > Customize > User > Page Layout.
    2. In the User Page Layout page, in the Action column, click Edit next to a page layout such as Remedyforce User.
    3. Click Fields and drag the Enable Chat check box to the layout.
    4. Click Save.
  2. To enable a staff user to chat with clients, perform the following actions:
    1. Navigate to Setup > Manage Users > Users.
    2. On the All Users page, in the Action column, click Edit next to the name of the staff member.
    3. On the User page, select the Enable Chat check box.

      Note

      To enable the staff member to received chat requests, ensure that the ServiceDesk Staff check box is also selected.

    4. Click Save.

Enabling 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.

To enable Remedyforce Chat for clients

  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 and SelfService(Beta) tabs.
    • 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. To enable Remedyforce chat for all Self Service client accounts, select the All Accounts option.
    By default, the chat is enabled for All Accounts.
  5. To enable Remedyforce chat for select Self Service client accounts, perform the following actions:
    1. Select the Select Accounts option and click .
    2. In the pop-up window, from the Available Accounts list, select accounts and click the right arrow key to move them to the Selected Accounts list.
    3. Click OK.

      Note

      If the In accounts lists, display Remedyforce accounts by default (Remedyforce Administration > Application Settings > General Application Settings) check box is selected, only Remedyforce Accounts are shown in the Available Accounts list.


  6. (Optional) To enable the Pre-Chat form, select the Enable Pre-Chat form check box.
  7. (Optional) To enable None of the above as an option in the Select a Category list on the Pre-Chat form, select the Show 'None of the above' as a Category on the Pre-Chat form check box.

  8. Click .

    Note

    To chat with clients, staff members must set Chat Status as Available. For more information, see Enabling Remedyforce Chat for staff members.

  9. (Only for clients with the Salesforce Platform license) To set the default internal access for the User object, perform the following actions:

    1. Navigate to Setup > Security Controls > Sharing Settings.

    2. On the Sharing Setting page, in the Organization-Wide Defaults section, click Edit.

    3. From the Default Internal Access menu for the User object, click Public Read Only.

    4. Click Save.
  10. (Only for clients with the Customer Portal licenses) To set the default external access for the User object, perform the following actions:
    1. Navigate to Setup > Security Controls > Sharing Settings.

    2. On the Sharing Setting page, in the Organization-Wide Defaults section, click Edit.

    3. From the Default External Access menu for the User object, click Public Read Only.

    4. Click Save.

    Note

    If you do not set the default external access or default internal access for the User object to Public Read Only, clients continuously receive the message All the staff members are busy at this time. Please try again later.

    If you want to use the user segregation, you must set the default external access or default internal access to Private and configure the sharing rules to use the Remedyforce Chat. For more information, see Segregating users and configuration data.

Related topic,

Creating an incident from a client chat

Viewing the BMC Remedyforce Chat dashboard

Accessing predefined reports

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Comments

  1. John Wisdom

    The, "How to enable chat.." video (https://youtu.be/SHaeTf9_g-4) is not accurate. From 1:54 to 2:05 it show enabling chat settings via, Setup > Customize > Chatter > Chat Settings. I am not seeing this in my environment.

    Apr 30, 2019 09:53
    1. Punam Saxena

      Hi John Wisdom,

      The setting is under Setup > Customize > Chat > Chat Settings.

      Regards,

      Punam

      May 13, 2019 05:33
      1. John Wisdom

        There is no such path.

        Sep 26, 2019 10:38