Error: Invalid spaceKey on retrieving a related space config.

Managing categories for Self Service and Remedyforce Chat

You can to add and update categories for Self Service and Remedyforce Chat. For more information, see Displaying categories in Self Service.

Note the following points about the categories that you enable for Remedyforce Chat.

The configured categories for Remedyforce Chat are added as options in the Category list on the Pre-Chat form. If you have enabled the Pre-Chat form, when clients initiate a chat, from the Select a Category list they can select a category related to the issue that they are facing.

Note

You must configure suggested owners for the categories that you enable for Remedyforce Chat. For more information, see Configuring suggested owners and How chat assignment works if suggested owners are configured.

For example, if a client is facing an issue with the mobile, when the chat is initiated, the client can select Mobile as category, enter the query, and click Start chat to start the chat. For more information about Remedyforce Chat, see Configuring BMC Remedyforce Chat.

Note the following important points about configuring the categories for Remedyforce Chat:

  • The Available Categories list shows only the categories that are enabled for Self Service. If no categories are enabled for Self Service, there are no categories displayed in the Available Categories list for Remedyforce Chat. 

  • Only parent categories which are enabled for Self Service are displayed in the Available Categories list for Remedyforce Chat.

For example, the parent category Mobile Administration has child categories iPhone and Blackberry, and it enabled for Self Service. In this case, in the Available Categories list for Remedyforce Chat, only Mobile Administration is shown.

To manage categories for Self Service and Remedyforce Chat Pre-Chat form

  1. Click the Remedyforce Administration tab.

  2. On the Home page, click the Configure Self Service tile, and select Category.

  3. Click  and then click Manage Categories.

  4. On the Manage Categories page, from Categories for list, perform one of the following actions:

    1. To enable categories for Self Service, select Self Service.

    2. To enable categories for Remedyforce Chat, select Remedyforce Chat.

      Note

      The Available Categories list for Remedyforce Chat shows the categories that are enabled for Self Service. If no categories are enabled for Self Service, there are no categories displayed in the Available Categories list for Remedyforce Chat.

  5. From the Available Categories list, select the categories that you want to enable.

  6. To move the selected categories from the Available Categories list to the Selected Categoriesfor <Chat> list, click the right arrow.

  7. (Optional) To remove categories, select the categories in the Selected Categories for <Chat> list and click the left arrow to move the selected categories to the Available Categories list.

  8. Click .

Related topic

Configuring BMC Remedyforce Chat

Was this page helpful? Yes No Submitting... Thank you

Comments