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Configuring Smart Suggestions for Self Service

To provide Self Service users with quick and easy access to relevant information while creating a ticket on Remedyforce Self Service 2.0, you, as the system administrator, can enable and configure the Smart Suggestions feature for Self Service. The Smart Suggestions for Self Service configurations are available only from Ticket Layout. For more information, see Managing custom layouts for the Ticket form.

The following topics provide information about configuring Smart Suggestions for Self Service:

Overview of Smart Suggestions for Self Service

If you enable the Smart Suggestions feature, relevant information might be displayed on a Smart Suggestions pane when a user is creating a ticket. The Smart Suggestions pane is displayed on the top right corner of the ticket form. Depending on how you have configured Smart Suggestions, the Smart Suggestions pane may display the following sections in the given order:

  • Broadcasts

  • Knowledge articles 

  • Common tickets

  • Service requests

From the corresponding sections, users can click on a record (for example, a broadcast or a knowledge article), and link the record to the ticket. When a user clicks on a record, the record opens on a new tab. The Smart Suggestions pane is displayed only for open tickets, and is not displayed for closed tickets. The following screenshot is an example of the Smart Suggestions pane:

By default, the Smart Suggestions pane displays information as follows:

  • A maximum of 15 records for each section.
  • The section which is at the top of the Smart Suggestions pane is expanded, and other sections are collapsed.
  • At a time, only one section can be expanded.
  • The Self Help Articles section displays only Remedyforce knowledge articles.

If the Smart Suggestions pane is minimized, only the View Smart Suggestions icon is displayed on the top right corner of the ticket form. When the View Smart Suggestions icon is clicked, the Smart Suggestions pane is maximized.

How results are displayed for Smart Suggestions

Records are displayed on the Smart Suggestions pane based on the values selected and entered by the user on the following fields in the ticket form:

Field nameDescription
Choose a Category
  • The Smart Suggestions pane may display relevant broadcasts, knowledge articles, and common tickets based on the value selected for this field.
  • Service requests are not displayed based on only the value selected for the category.
    Service requests are displayed either based on the value in the Describe your issue field, or based on the values in both the Choose a Category and Describe your issue fields.
Describe your issue
  • The Smart Suggestions pane may display relevant broadcasts, knowledge articles, common tickets, and service requests based on the value entered for this field.
  • Service requests are further refined if a value is available for the Choose a Category field.

The following table provides an example of how the Smart Suggestions feature displays information when the user selects a value (for example, Hardware) in the Choose a Category list, and enters a value (for example, Laptop crashed) in the Describe your issue field on the ticket form:

Filed on the ticket formValueInformation displayed in Smart Suggestions
Choose a CategoryHardware
  • All the broadcasts, self-help articles, and common tickets that have the category Hardware are displayed.
  • All records that contain Hardware in any of the text type fields of any broadcasts, self-help articles, and common tickets are displayed.

Note: Service requests are not displayed based on only the value selected in the Choose a Category list. Matching service requests are displayed based on either the value entered in the Describe your issue field, or based on both the values entered in the Describe your issue field and selected in the Choose a Category list.

Describe your issueLaptop crashedAll broadcasts, self-help articles, common tickets, and service requests that contain Laptop and Crashed in any of the text type fields are displayed.

If there is no value in both the Choose a Category list and the Describe your issue field of the ticket form, the Smart Suggestions pane is not displayed.

Support for additional Self Service configuration settings

The following table describes whether the listed additional Self Service configuration settings are supported, or not in Smart Suggestions for Self Service:

Self Service configurationSettings which are supportedSettings which are not supportedReference information

Service request configuration on the following page:

Remedyforce Administration > Configure Self Service > Service Requests

Enable preview of service requestsDisplay service request definitions and incident templates togetherConfiguring service request settings for Self Service

Search configuration on the following page:

Remedyforce Administration > Configure Self Service > Search

Enable display of popular or suggested Remedyforce knowledge articles on the Home tab and Self Service Search tabEnable display of popular or suggested Salesforce knowledge articles on the Home tab and Self Service Search tabConfiguring search settings for Self Service

Self Service wide general configurations on the following page:

Remedyforce Administration > Configure Self Service > General Self Service Settings

 
  • Knowledge articles have precedence over service requests in the layout
  • Show suggested knowledge articles and service requests based on client’s services
Configuring Self Service-wide general settings

Incidents configuration on the following page:

Remedyforce Administration > Configure Self Service > Incidents

Allow clients to create incidents from broadcasts Configuring settings for incidents raised by clients

To configure Smart Suggestions for Self Service

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Self Service tile, and from the menu select Tickets Layouts.
  3. Click Configure Smart Suggestions.
  4. On the Configure Smart Suggestions tab, select the Enable Smart Suggestions check box.
    When you select the Enable Smart Suggestions check box, the check boxes in the Show Smart Suggestions for section are enabled.
  5. In the Show Smart Suggestions for section, select the appropriate check boxes for which you want to enable the Smart Suggestions feature.
  6. Click the Save  icon.

    Note

    If you clear the Enable Smart Suggestions check box, any check boxes that you may have selected in the Show Smart Suggestions for section are automatically disabled.

Related topics

Settings for configuring Self Service

Using Smart Suggestions in Self Service to create or edit tickets

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