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Note

 

This documentation supports the 20.19.01 version of Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

BMC Remedyforce 20.19.01 ... Administering Configuring mobile applications Configuring Self Service on Salesforce1 Mobile App

Enabling Self Service on Salesforce1 Mobile App

Clients must use the Remedyforce Mobile tab in the Salesforce1 Mobile App to access Self Service on Salesforce1 Mobile App (Self Service mobile app), which is for clients. This topic explains the settings for enabling the Self Service mobile app.

Note

Based on the Session Timeout setting (Setup > Security Controls > Session Settings) that is configured, if a client leaves the application inactive, the application session times out. The client must reload the application from the Navigation menu. For more information, see the Salesforce Help.

Enabling the Self Service mobile application for your organization

If you have previously enabled Service Desk on Salesforce1 Mobile App (Service Desk mobile app), which is for staff members, skip the steps listed in the following table.

Note

The field names specified in the procedures might not match with the latest Salesforce user interface. For more accurate information about enabling the Self Service mobile application, see Salesforce Help Open link .


StepActionDetails
1.Enable Salesforce1 for your organization.
  1. Navigate to Setup > Mobile Administration > Salesforce > Salesforce Settings.
  2. On the Salesforce Settings page, under the Mobile Browser App Settings section, select the Enable Salesforce mobile web check box.
  3. Click Save.
2.Add the Self Service mobile app to Salesforce1.

  1. Navigate to Setup > Mobile Administration > Salesforce Navigation.

  2. On the Mobile Navigation page, under the Navigation Menu Items section, select Remedyforce Mobile from the Available list and use the right arrow key to move this application to the Selected list.

  3. (Optional) To set Remedyforce Mobile as the landing application after clients log on to the Salesforce1 Mobile App, move it to the top of the Selected list.
    Based on the network bandwidth, when a client logs on for the first time, Remedyforce Mobile might take a little longer than usual to load.

  4. Click Save.

Note: You can customize the landing page for the Salesforce1 Mobile App to display your custom branding. For more information, see Salesforce Help.

Enabling clients to access the Self Service mobile app

For information about previewing the Self Service mobile app before enabling it for clients, see Configuring the Self Service Mobile: Preview tab for administrators.

Note

The field names specified in the procedures might not match with the latest Salesforce user interface. For more accurate information about the enhanced profile user interface, see the Salesforce Help.


StepActionDetails
1.

Enable Salesforce1 for clients.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Users tile, and from the menu select Add and Edit User+.
  3. In the Action column, click Edit next to the user name.
  4. In the General Information section (User Layout) or the User Detail section (Remedyforce User Layout), select the Mobile User check box.

  5. Click Save.

  6. Repeat step 3 to step 5 for the clients for whom you want to enable Salesforce1.

Note: By default, the Mobile User check box is selected for new users.

2.Make the Remedyforce Mobile tab visible to clients.

You can configure the Remedyforce Mobile tab visibility in the profile that is assigned to clients. Alternatively, you can create an additional permission set and assign that permission set to the clients. 

To update the profile assigned to clients

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Users tile, and from the menu select Profiles+.
  3. Click Edit the profile that you have assigned to your clients.
  4. In the Tab Settings section, select Default On for Remedyforce Mobile.
  5. Click Save.

To create the additional permission set and assign it to clients

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Users tile, and from the menu select Edit Permission Sets+.
  3. Create a new permission set:
      1. Open the newly created permission set and in the Apps section, click Object Settings.
      2. Click Remedyforce Mobile and then click Edit.
      3. In the Tab Settings section, select the Available and Visible check boxes.
  4. In the Setup area, click Manage Users > Users and select the required user.
  5. Click Permission Set Assignments and then click Edit Assignments.
  6. Select the permission set that you created in step 3 and then, using the arrow key, add it to Enabled Permission Sets.
  7. Click Save.
3.Ensure that clients can access the Self Service mobile app.

Ensure that none of the following check boxes are selected for the clients:

  • On the Users page (Setup > Administration Setup > Manage Users > Users):
    • Remedyforce Administrator
    • ServiceDesk Staff
  • On the Profile page (Setup > Administration Setup > Manage Users > Profiles):
    • Modify All Data

If any of these check boxes are selected, clients cannot access the Self Service mobile app. Instead, they get access to the Service Desk mobile app.

4.

Inform clients that they must download the Salesforce1 Mobile App from the Apple App Store or the Google Play Store.

For information about supported operating systems and devices, see the Salesforce Help.

Note

To enable clients to access the Self Service mobile app, ensure that the API Enabled check box (Remedyforce Administration > Manage Users > Profiles+) is selected for their profile. By default, this check box is selected for the ServiceDesk Client profile.




Configuring the Self Service Mobile: Preview tab for system administrators






By default, system administrators can view the Service Desk mobile app. The following lists the steps that you must perform to preview the Self Service mobile app before enabling it for clients.


StepActionDetails
1.Add the Self Service Mobile: Preview tab to the Salesforce1 Mobile App.

  1. Navigate to Setup > Mobile Administration > Salesforce Navigation.

  2. On the Mobile Navigation page, under the Navigation Menu Items section, select Self Service Mobile: Preview from the Available list and use the right arrow key to move this application to the Selected list.

  3. Click Save
2.

Make the Self Service Mobile: Preview tab visible to system administrators.

You can configure the Self Service Mobile: Preview tab visibility in the profile that is assigned to system administrators. Alternatively, you can create a permission set and assign that permission set to the system administrators. 

To update the profile assigned to system administrators

The following procedure is based on the enhanced profile user interface provided by Salesforce. For more information, see the Salesforce Help.

  1. Navigate to Setup > Administration Setup > Manage Users > Profiles+.
  2. Click Edit for the System Administrator profile and under Custom Tab Settings, for the Self Service Mobile: Preview option, select Default On from the drop-down menu.
  3. Click the System Administrator profile.
  4. On the Profile Overview page, in the Apps section, click Object Settings.
  5. In the Object Name column, click Self Service Mobile: Preview.
  6.  On the Self Service Mobile: Preview page, click Edit and from the Tab Settings list, select Default On.

  7. Click Save.

Note: Instead of updating the profile, you can also create a permission set and assign it to system administrators. In the permission set, select the Available and Visible check boxes for the Self Service Mobile: Preview tab.

Related topics

Configuring settings for Self Service on Salesforce1 Mobile App

Configuring Service Desk on Salesforce1 Mobile App


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Last modified by Sirisha Dabiru on Jun 22, 2021
administration

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Overview of Self Service on Salesforce1 Mobile App
Configuring settings for Self Service on Salesforce1 Mobile App
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