| Applicable for which option? | |
|---|
Self Service 2.0 (earlier known as Self Service for the web browser) | | Self Service on Salesforce Mobile App | |
|---|
- Show or hide banner
- Configure broadcast ticker speed
| | ✅️ Note: Only broadcast ticker speed is supported. | | | |
- Configure a theme
- Assign a theme to an account
- Configure your company's logo and images on the title page and background
- Enter company URL to link images to the URL of your company
| | | | | |
- Add new categories
- Update existing categories
- Assign categories to Self Service or Remedyforce Chat
| | | | | |
- Configure Chat in Self Service
| | | | | |
- Create and edit layouts
- Configure ticket layout in columns, such as 1 or 2
- Configure a queue to which tickets created in a ticket layout are assigned
- Assign a ticket layout to profiles
| | ✅️ Note: All fields are shown in one column only. Two column layout is not supported. | | | |
- Select common incident (ticket) templates to be shown in Self Service
- Select common request definitions to be shown in Self Service
| | | | | |
- Configure a message on the header of the Contact Us page in Self Service
- Select an incident template that is submitted when clients fill the Contact Us form
| | | | | |
- Configure the precedence of knowledge articles over service requests or common tickets
- Configure showing of knowledge articles and service requests based on services of the client
- Enter Self Service URL
| | | | ✅️ Note: The following options are not applicable: - Configure the precedence of knowledge articles over service requests or common tickets.
- Configure showing of knowledge articles and service requests based on services of the client.
| |
- Configure a queue to which all the incidents (tickets) raised in Self Service are assigned
- Configure allowing clients to close, copy, and reopen their incidents (tickets)
- Configure showing of the Submit a Ticket link
- Configure allowing clients to create incidents from broadcasts and adding notes to their incidents (tickets)
- Configure the number of closed incidents (tickets) and service requests displayed in Self Service
- Configure the option on which the incidents (tickets) and requests are filtered
| | ✅️ Note: You cannot enable clients to create incidents from broadcasts and knowledge articles. | ✅️ Note: The following options are not available: - Configure allowing clients to create tickets from broadcasts.
- Configure the number of closed tickets and service requests displayed in Self Service.
- Configure showing of the Submit a Ticket link.
| | |
- Configure quick links, commonly accessed URLs by clients
| | | | | |
- Configure Intranet URL that is searched when client performs search in Self Service
- Enable searching of Internet and and Salesforce knowledge articles
| | ✅️ Note: You can only search for knowledge articles. | ✅️ Note: The following options are not available in this release: - Configure Intranet URL that is searched when client performs search in Self Service.
- Enable searching of Salesforce knowledge articles.
| | |
- Configure showing or hiding of a tile
- Configure the order in which the tiles are shown
- Add custom tiles that contain link to a custom Visualforce page or other web-based applications
| | ✅️ Note: The following tiles are not supported. You can add custom tiles and reorder them with supported tiles: - Post to Chatter
- Search your organization's Intranet
- Contact Us
| ✅️ Note: The following option is not available in this release: - Add custom tiles that contain link to a custom Visualforce page or other web-based applications.
| | |
- Provide direct links for the various components in Self Service
- Embed the direct links on the intranet or send the links via email and instant messengers
| | | | | |
- Embed Self Service components to create a Visualforce page
| | | | | |
- Show service requests and incident templates together
- Show My Cart
- Show fields either from the Service Request Right and Left Panel field sets or Request Details Service Request 3.0 field set
- Show preview of service requests
- Enable editing of service requests
- Show categories of child categories with parent categories
- Show RTF field description in service request search
| ✅️ Note: The option to show fields either from the Service Request Right and Left Panel field sets or Request Details Service Request 3.0 field set is not supported. | ✅️ Note: Only the Show My Cart setting is not supported. | ✅️ Note: The following options are not available in this release: - Display service request definitions and incident templates together.
- Enable My Cart.
- Show fields either from the Service Request Right and Left Panel field sets or Request Details Service Request 3.0 field set.
| | |
- Enable viewing of the Salesforce knowledge articles in Self Service
| | | | | |
- Display suggested knowledge articles and service requests in Self Service
| | | | | |
- Restrict viewing records created by other users
| | | | | |
- Configure the columns to be displayed in View Tickets and Requests (known as My Activity tile in Self Service 3.0) list view in Self Service
| | | | | |
- Use RTF fields in custom Incident form
- Use RTF fields in Self Service Service Request form
| | | | | |
- View more information in the Self Service home page related to the service request
| | | | | |
- Customize Incident form in
| | | | | |
- Add or remove the out-of-the-box or custom fields that are shown on the My Profile page
| | | | | |
- Upgrade to Self Service 3.0
| ✅️ (If you have upgraded to Winter 17 (20.17.01) | | | | |
- Understand the labels that must be translated to support localization in Self Service
| | | | | |
- Deactivate the keyboard shortcuts
| | | | | |
- Display email conversation messages with tickets and service requests
| | | | | |
- Configure a Lookup field type
| | | | | |
- Configure Smart Suggestions
| | | | | |
