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Displaying suggested knowledge articles and service requests in Self Service

Self Service has the ability to display context-based service requests and self help articles in Self Service Home page. The service requests and knowledge articles are displayed based on services linked to the logged-in user.

Note

In Self Service, the knowledge articles are sorted based on the count in the Used in Self Service # and Viewed in Self Service # fields of the knowledge articles. The Viewed in Self Service # count increments by 1 each time Self Service users view a knowledge article. The Used in Self Service # count increments by 1 each time Self Service users submit feedback that the article has met their needs. The count of the Used in Self Service # field has higher weightage than the Viewed in Self Service # field.

For example, if a Self Service user has an iPhone mobile device, the Self Service Home page displays self help articles and service requests related to iPhone mobile devices. 

A client or an account can be associated with multiple services. Similarly, a request definition is linked with a service. The associated service request can be searched on the basis of client or account services. Consider the following points for service requests:

  • If the Self Service user owns some services:
    • The application retrieves a list of services that are linked to the client and search service requests those are linked to these services. All matching service requests are displayed in the Suggested Service Requests tab.
    • If the list contains less than 10 matching service requests or no matching service requests are found for services that are linked to the client, the application retrieves a list of services that are linked to the account of the Self Service user and search service requests those are linked to these services. All the matching service requests are displayed in the Suggested Service Requests tab.
    • If no matching service request is found for services of client and account, an appropriate message is displayed.
  • If the Self Service user does not own any service:
    • The application retrieves a list of services that are linked to the account of the Self Service user and search service requests those are linked to these services. All matching service requests are displayed in Suggested Service Requests tab.
    • If no matching service request is found for services of account, an appropriate message is displayed.
    • If the client and the account is not associated with any services, an appropriate message is displayed.

The knowledge articles linked to the services or configuration items that are linked to the Self Service user or the account of the user are displayed in the Suggested Self Help Articles tab.

The display order in the Suggested Service Requests tab is as follows:

  • Data relevant to services of the clients
  • Data relevant to services of the accounts

For example, if there are two service requests (for example, Employee Hire, Access Card Request) that are related to client service and three service requests (for example, Company Mobile Device, Company Transport Facility, RSA token) related to account service, the records are displayed in the following order in the Suggested Service Requests tab.

  • Employee Hire
  • Access Card Request
  • Company Mobile Device
  • Company Transport Facility
  • RSA token

To display suggested knowledge articles and service requests

  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. To display suggested knowledge articles and service requests, select the Show suggested knowledge articles and service requests based on client's services check box.
  4. Click Save.
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