Configuring Self Service
Self Service allows clients to create and resolve their own incidents and service requests, thus lowering the call volume to staff members. Self Service users can also submit a new service request, or they can use common service requests to create service requests for common issues. Additionally, they can access a database of knowledge articles and provide feedback about them.
The following video (2:45) provides an overview of BMC Remedyforce Self Service.
Multiple options are available to access Self Service with BMC Remedyforce. As an administrator, you can provide access to the clients to any or all of the following options:
|When do you use this option?
|BMC Remedyforce Self Service for the web browser
You want to enable access to the Self Service option for the web browser.
|Configuring Self Service for the web
|BMC Remedyforce Self Service for the web - BETA
You want to enable access to smarter and faster Self Service from the web browser by enabling your users to log on to www.login.salesforce.com.
Note: This is a beta version that is production quality but has known limitations.
|Self Service for the web - BETA
|Self Service on Salesforce1 Mobile App (Self Service mobile app)
You want to enable access to Self Service (which is built on Salesforce1) on a mobile device for Apple iOS and Google Android.
|Configuring Self Service on Salesforce1 Mobile App
|BMC Remedyforce with BMC MyIT OnDemand
|You want to enable access to Self Service for BMC MyIT OnDemand for the universal client and the BMC MyIT mobile application.
|Integrating BMC Remedyforce with BMC MyIT
For information about the configuration settings for Self Service, see Settings for configuring Self Service.