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.
Step | Action | Details |
---|---|---|
1. | Enable Salesforce1 for your organization. |
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2. | Add the Self Service mobile app to Salesforce1. |
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.
In the following table, procedures for updating profile-level permissions are based on the enhanced profile user interface provided by Salesforce. For more information about the enhanced profile user interface, see the Salesforce Help.
Step | Action | Details |
---|---|---|
1. | Enable Salesforce1 for clients. |
Note: By default, the Salesforce1 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 or clone a permission set and assign that permission set to the clients. To update the profile assigned to clients
To create or clone a permission set and assign it to clients
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3. | Ensure that clients can access the Self Service mobile app. | Ensure that none of the following check boxes are selected for the clients:
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.
Step | Action | Details |
---|---|---|
1. | Add the Self Service Mobile: Preview tab to the Salesforce1 Mobile App. |
|
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 or clone 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.
Note: Instead of updating the profile, you can also create or clone 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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