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Upgrading to Self Service 3.0

Self Service 3.0 provides a modern and more intuitive UI to clients with an additional support for videos in knowledge articles. Self Service 3.0 empowers clients to quickly find the information they need. It enables you to increase self-service adoption and reduce support costs.  

If you have installed BMC Remedyforce Winter 17 (20.17.01), you get Self Service 3.0. However, if you have upgraded to BMC Remedyforce Winter 17, you get Self Service 2.0 with an option to upgrade to Self Service 3.0.

Features not supported in Self Service 3.0

The following table provides details about the Self Service 2.0 features that are not supported in Self Service 3.0. However, some of the Self Service 2.0 features might not be relevant in Self Service 3.0.

FeatureLimitations

Chatter

System administrators can configure Chatter listeners. However, clients cannot submit a ticket by posting hashtags to Chatter. 

My Profile

Clients are unable to update their details, such as name, email address, and time zone. 

Intranet search

Intranet search is not supported. 

Contact Us

The Contact Us information is not displayed to clients in Self Service 3.0. However, system administrators can configure this information in BMC Remedyforce.

Online help

As Self Service 3.0 is intuitive and clients are unlikely to need training on how to use it. Hence, the link to online help is not available. For a quick introduction, watch the video.
CartThe My Cart option is not displayed to clients in Self Service 3.0. 
Service request inputs

Input questions are displayed in one column (same as in the Self Service on Salesforce1 Mobile App).

Submit a ticket
  • Dependent Picklist is not supported for Self Service 3.0.
  • Clients cannot submit a ticket from a search result and broadcast.
Request a service

The following options are not supported in Self Service 3.0, however, as a system administrator, you are able to configure the following options to a request definition:

  • Set up condition on fields of type Text Area (Rich) to show or hide another input field.
  • The following display options are not supported for input fields:
    • Scrolling
    • Detection of URL on mouse over
  • Dependent Picklist

As a client, you cannot preview a service request. You can attach up to four attachments to a service request, each up to a maximum size of 25 MB.

View Self-Help Articles

As a client, when you view self-help articles, the following options are unavailable in Self Service 3.0:

  • Category tree; however, a list of all self help articles is displayed.
  • Searching of Salesforce knowledge articles in search queries.
General

As a client, you notice the following limitations to the Self Service 3.0 behavior:

  • On the Home page, only 50 records can be displayed in the Common Tickets, Common Service Requests, Suggested Self Help Articles, and Popular Self Help Articles sections.
  • Clicking the Broadcast icon does not display list of open broadcasts.
  • Keyboard shortcuts are not supported.
  • Smart Suggestions are not supported.

As a system administrator, you can configure the order of tiles displayed in Self Service on the Remedyforce Administration > Configure Self Service page, including custom tiles. An exception is the View in My Activity tile, whose position is fixed. It is always the last option in the list.

Manage ApprovalsYou cannot recall approvals.
 

For more information about the configuration settings that the system administrator can perform for Self Service 2.0 and 3.0, see Settings for configuring Self Service.

For FAQs about Self Service 3.0, see FAQs.

Video: To upgrade to Self Service 3.0

The following video (3:56) provides the procedure to upgrade to Self Service 3.0.

 https://youtu.be/kypUPsdDjVQ

After upgrading to Self Service, all the fields in a service request are shown in one column. The custom fields of the Request Detail object are also shown in one column. First, the fields of the left column are shown followed by the fields of the right column. The input fields of a service request definition are displayed in the order in which they were created in the Remedyforce Administration tab.

Related topic

Using Self Service 3.0

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