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 .
The following topics are provided:
Self Service options in Remedyforce
Multiple options are available to access Self Service with . As an administrator, you can provide the following access options to your clients:
Option | When 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 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. | |
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 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. | |
Self Service on Salesforce Mobile App (Self Service mobile app) | You want to enable Self Service (which is built on Salesforce mobile app) on a mobile device for Apple iOS and Google Android. |
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.
Action | Reference topic |
|---|---|
Create the Self Service Site in Salesforce | |
Configure Single Sign-On | |
Configure Self Service for web browser | |
Configure Self Service mobile app |
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