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Configuring Self Service

Self Service enables 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 Self Service in BMC Remedyforce.

 


https://youtu.be/AQgJF6MsQUE

The following topics are provided:

Self Service options in BMC Remedyforce

Multiple options are available to access Self Service with BMC Remedyforce. As an administrator, you can provide the following access options to your clients:

OptionWhen do you use this option?Reference topic
Self Service 3.0

You want to enable a modern and more intuitive Self Service from a web browser by enabling your users to log in to login.salesforce.com or by creating a site URL.

If you install BMC Remedyforce Winter 17 (20.17.01), you get Self Service 3.0 on the Remedyforce Self Service tab and you do not get the option to move to Self Service 2.0.

Settings for configuring Self Service
Self Service 2.0 (earlier known as Self Service for the web browser)

You want to enable Self Service from a web browser by enabling your users to log in to login.salesforce.com or by creating a Site URL.

If you upgrade to BMC Remedyforce Winter 17 (20.17.01), you get Self Service 2.0 on the Remedyforce Self Service tab and you get the option to upgrade to Self Service 3.0.

Settings for configuring Self Service
Self Service on Salesforce1 Mobile App (Self Service mobile app)

You want to enable Self Service (which is built on Salesforce1) on a mobile device for Apple iOS and Google Android.

Configuring Self Service on Salesforce1 Mobile App
You can enable both the Self Service on mobile app and Self Service (2.0 or 3.0) and for your clients. You must inform your clients how to access Self Service. Ensure that you assign Salesforce Platform license to your clients.

Where to go from here

The following table provides information about what configurations are required to configure Self Service.

ActionReference topic
Create the Self Service Site in SalesforceConfiguring the Self Service site for clients
Configure Single Sign-OnEnabling clients to use Single Sign-On to access Self Service
Configure Self Service for web browser

Settings for configuring Self Service

Configuring Self Service for the web

Configure Self Service mobile appConfiguring Self Service on Salesforce1 Mobile App

Related topic

Configuring Service Desk on Salesforce1 Mobile App

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