Configuring Self Service-wide general settings
The settings that are applicable to Self Service for all the users are provided on the Remedyforce Administration > Configure Self Service > General Self Service Settings page.
The following table describes the configuration settings that are provided on the page:
|Knowledge articles have precedence over service requests in the layout|
Select this check box to enable clients to view knowledge articles before Incident templates and service request definitions in Self Service.
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.
|Display suggested knowledge articles and service requests based on client's services|
For more information, see Displaying suggested knowledge articles and service requests in Self Service.
|Show linked tasks with submitted records|
Select this check box to show the tasks linked to a ticket or service request in Self Service. Linked tasks will be shown in the Add Attachments and Notes section of a record. Linked tasks will also be shown in the list view on the Tickets and Requests page when a user selects a record.
You can configure the Task fields whose data is displayed in Self Service. By default, fields available in the Column Headers field set are shown. To select another field set, use the Field set to show columns in the Task tab on the Tickets and Service Requests pages drop-down menu.
For the tasks that you want to show in Self Service, select the Display in Self Service field for the task. This field is not shown on the Task details page in the Remedyforce Console tab by default. You must make the field available in the Console - Task Details field set.
|Site URL of Self Service|
The Self Service site URL is used at the following times:
Note: To provide direct links to various components, ensure that you enter the URL of the Self Service site in this field. For more information, see Providing direct links for Self Service components.
|Submit Tickets/Requests On Behalf Of|
This setting is applicable to users of Salesforce Platform only. Based on this setting, you only configure on whose behalf your users will be able to submit tickets or requests. The following options are provided:
In addition, you must consider some important points before deciding which option you must select. For more information, see Considerations for Submit Tickets/Requests On Behalf Of settings.
Tickets or requests shown to clients in Self Service is not configured by this setting. For more information, see Records shown in Self Service.
Remedyforce Chat settings
You must also perform additional steps to enable Remedyforce Chat for clients and staff member. For more information, see Configuring BMC Remedyforce Chat.
|Enable Chat for Self Service web portal|
Select this check box to enable Remedyforce Chat for clients in the Self Service site
The Self Service site can be accessed from the Remedyforce Self Service and SelfService(Beta) tabs.
|Enable Chat for Self Service Mobile||Select this check box to enable Remedyforce Chat for clients in Self Service on Salesforce1 Mobile App (Self Service mobile app).|
|All Accounts or Selected Accounts|
This setting is applicable to Remedyforce Chat in the Self Service mobile app.
|Enable Pre-Chat form|
Select this check box if you want to enable clients to enter a category and their query before initiating a chat. If clients select a category on the Pre-Chat form, the chat can be assigned based on suggested owners configured for the selected category.
This setting, along with the Show 'None of the above' as a Category on the Pre-Chat form setting, is applicable to Remedyforce Chat in the Self Service site and the Self Service mobile app.
|Show 'None of the above' as a Category on the Pre-Chat form|
Select this check box to enable clients to select None of the above as an option from the Category list on the Pre-Chat form. If clients select this check box, the chat is assigned to any available staff member.
Considerations for Submit Tickets/Requests On Behalf Of settings
This feature enables Salesforce Platform license users to submit tickets and requests on behalf of users who are above them in the role hierarchy. It also enables users to submit tickets and requests on behalf of users who are linked to the same Self Service account.
Note the following important points about the Submit Tickets/Requests On Behalf Of settings:
- These settings are applicable for Salesforce Platform license users only. Users with Customer Portal license can only submit tickets or requests on behalf of users who are below them in the role hierarchy.
- If none of the check boxes are selected, the On Behalf Of lookup field is not shown in Self Service.
- Users who are shown in the On Behalf Of lookup field also depend on the organization-wide default (Setup > Security Controls > Sharing Settings) access for the
- Users cannot submit a ticket or a request on behalf of the users with any of the following license types:
- Chatter Free
- Chatter External
- Authenticated Website
- High Volume Customer Portal
- Overage Authenticated Website
- Overage High Volume Customer Portal
- In Self Service, if the logged-on user is linked to an account and the linked account has users with Customer Portal and Salesforce Platform licenses, both types of license users are displayed in the On Behalf Of lookup field.
Records shown in Self Service
Clients can see the tickets and requests that they raise for themselves in the Self list. The records that you submit on behalf of other clients are shown in the Others list.
In addition to the records that you submit on behalf of other clients, clients might see more records in the Others list. The records that clients see in the Others list depends upon role hierarchy. The following records are shown to clients in the Others list based on role hierarchy:
|Records shown in the Others list||Role hierarchy|
Records submitted by a client on behalf of other clients (even above in the role hierarchy)
Records submitted by clients below in the role hierarchy
|Records submitted by clients on behalf of other clients||Not configured|
While configuring role hierarchy, if you have configured sharing rules to show or hide records of other users, the sharing rules will be applied in the Others list.
Clients can edit all records shown in the Others list. If a client submitted a record on behalf of another client, only the submitter and the client for whom the record was submitted can edit the record. However, only the submitter of the record can edit value of the On Behalf of field.
You can restrict showing of the Others list. For more information, see Restricting users from viewing records created by others users.