Upgrading to Self Service 3.0
Self Service 3.0 provides a more intuitive UI to clients with an additional support for videos in knowledge articles. With Self Service 3.0 clients can quickly find the information they need. Self Service 3.0 facilitates self-service adoption thus reducing support costs.
If you install BMC Remedyforce Winter 17 (20.17.01), you will get Self Service 3.0. However, if you upgrade to BMC Remedyforce Winter 17, you will get Self Service 2.0 with an option to upgrade to Self Service 3.0. For more information about the configuration settings that the system administrator can perform for Self Service 2.0 and 3.0, see Settings for configuring Self Service. For FAQs about Self Service 3.0, see FAQs.
The following sections cover the upgrade procedure and the features not supported by Self Service 3.0:
Features not supported in Self Service 3.0
The following table provides details about the Self Service 2.0 features that are not supported in Self Service 3.0. However, some of the Self Service 2.0 features might not be relevant in Self Service 3.0.
|System administrators can configure Chatter listeners. However, clients cannot submit a ticket by posting hashtags to Chatter.|
|Intranet search is not supported.|
Clients cannot see the Contact Us information in Self Service 3.0.
|As Self Service 3.0 is intuitive and easy to use, the link to online help is not available. For a quick introduction on how to use Self Service 3.0, watch the video.|
|Cart||The My Cart option is not displayed to clients in Self Service 3.0.|
|Service request inputs|
The following display options are not supported for input fields:
|Submit a Ticket||Clients cannot submit a ticket from broadcast.|
|View Self-Help Articles|
Clients cannot search Salesforce knowledge articles in search queries.
As a client, you notice the following limitations to the Self Service 3.0 behavior:
As a system administrator, you can configure the order of tiles displayed in Self Service on the Remedyforce Administration > Configure Self Service page, including custom tiles. An exception is the View in My Activity tile, whose position is fixed. It is always the last option in the list.
|Manage Approvals||You cannot recall approvals.|
Video: To upgrade to Self Service 3.0
The following video (3:55) provides the procedure to upgrade to Self Service 3.0.
After upgrading to Self Service, all the fields in a service request are shown in one column. The custom fields of the
Request Detail object are also shown in one column. First, the fields of the left column are shown followed by the fields of the right column. The input fields of a service request definition are displayed in the order in which they were created in the Remedyforce Administration tab.