Configuring Smart Suggestions for Self Service
Overview of Smart Suggestions for Self Service
If you enable the Smart Suggestions feature, relevant information might be displayed on a Smart Suggestions pane when a user is creating a ticket. The Smart Suggestions pane is displayed on the top right corner of the ticket form. Depending on how you have configured Smart Suggestions, the Smart Suggestions pane may display the following sections in the given order:
- Broadcasts
- Knowledge articles
- Common tickets
- Service requests
From the corresponding sections, users can click on a record (for example, a broadcast or a knowledge article), and link the record to the ticket. When a user clicks on a record, the record opens on a new tab. The Smart Suggestions pane is displayed only for open tickets and not for closed tickets. The following screenshot is an example of the Smart Suggestions pane:
By default, the Smart Suggestions pane displays information as follows:
- A maximum of 15 records for each section.
- The section which is at the top of the Smart Suggestions pane is expanded, and other sections are collapsed.
- At a time, only one section can be expanded.
- The Self Help Articles section displays only knowledge articles.
If the Smart Suggestions pane is minimized, only the View Smart Suggestions
icon is displayed on the top right corner of the ticket form. When the View Smart Suggestions icon is clicked, the Smart Suggestions pane is maximized.
How results are displayed for Smart Suggestions
Records are displayed on the Smart Suggestions pane based on the values selected and entered by the user on the following fields in the ticket form:
Field name | Description |
|---|---|
Choose a Category |
|
Describe your issue |
|
The following table provides an example of how the Smart Suggestions feature displays information when the user selects a value (for example, Hardware) in the Choose a Category list, and enters a value (for example, Laptop crashed) in the Describe your issue field on the ticket form:
Filed on the ticket form | Value | Information displayed in Smart Suggestions |
|---|---|---|
Choose a Category | Hardware |
Note: Service requests are not displayed based on only the value selected in the Choose a Category list. Matching service requests are displayed based on either the value entered in the Describe your issue field or the values entered in the Describe your issue field and selected in the Choose a Category list. |
Describe your issue | Laptop crashed | All broadcasts, self-help articles, common tickets, and service requests containing Laptop and Crashed in any text type fields are displayed. |
If there is no value in either the Choose a Category list or the Describe your issue field of the ticket form, the Smart Suggestions pane is not displayed.
Support for additional Self Service configuration settings
The following table describes whether the listed additional Self Service configuration settings are supported or not in Smart Suggestions for Self Service:
Self Service configuration | Settings that are supported | Settings that are not supported | Reference information |
|---|---|---|---|
Service request configuration on the following page: Remedyforce Administration > Configure Self Service > Service Requests | Enable preview of service requests | Display service request definitions and incident templates together | |
Search configuration on the following page: Remedyforce Administration > Configure Self Service > Search | Enable display of popular or suggested Remedyforce knowledge articles on the Home tab and Self Service Search tab | Enable display of popular or suggested Salesforce knowledge articles on the Home tab and Self Service Search tab | |
Self Service with general configurations on the following page: Remedyforce Administration > Configure Self Service > General Self Service Settings |
|
| |
Incidents configuration on the following page: Remedyforce Administration > Configure Self Service > Incidents | Allow clients to create incidents from broadcasts |
|
To configure Smart Suggestions for Self Service
- Click the Remedyforce Administration tab.
- On the Home page, click the Configure Self Service tile, and from the menu, select Tickets Layouts.
- Click Configure Smart Suggestions.
- Select the Enable Smart Suggestions check box on the Configure Smart Suggestions tab.
When you select the Enable Smart Suggestions check box, the check boxes in the Show Smart Suggestions for the section are enabled. - In the Show Smart Suggestions for section, select the appropriate check boxes for which you want to enable the Smart Suggestions feature.
Click the Save
icon.