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Note This documentation supports the 20.18.01 version of BMC Remedyforce.To view the latest or an earlier version, select the version from the Product version menu.

Enabling Self Service on Salesforce1 Mobile App

Clients must use the Remedyforce Mobile tab in the Salesforce1 Mobile App to access Self Service on Salesforce1 Mobile App (Self Service mobile app), which is for clients. This topic explains the settings for enabling the Self Service mobile app.

Note

Based on the Session Timeout setting (Setup > Security Controls > Session Settings) that is configured, if a client leaves the application inactive, the application session times out. The client must reload the application from the Navigation menu. For more information, see the Salesforce Help.

Enabling the Self Service mobile application for your organization

If you have previously enabled Service Desk on Salesforce1 Mobile App (Service Desk mobile app), which is for staff members, skip the steps listed in the following table.

Note

The field names specified in the procedures might not match with the latest Salesforce user interface. For more accurate information about enabling the Self Service mobile application, see Salesforce Help.


Enabling clients to access the Self Service mobile app

For information about previewing the Self Service mobile app before enabling it for clients, see Configuring the Self Service Mobile: Preview tab for administrators.

Note

The field names specified in the procedures might not match with the latest Salesforce user interface. For more accurate information about the enhanced profile user interface, see the Salesforce Help.


Note

To enable clients to access the Self Service mobile app, ensure that the API Enabled check box (Remedyforce Administration > Manage Users > Profiles+) is selected for their profile. By default, this check box is selected for the ServiceDesk Client profile.




Configuring the Self Service Mobile: Preview tab for system administrators






By default, system administrators can view the Service Desk mobile app. The following lists the steps that you must perform to preview the Self Service mobile app before enabling it for clients.


Step

Action

Details

1.

Add the Self Service Mobile: Preview tab to the Salesforce1 Mobile App.

  1. Navigate to Setup > Mobile Administration > Salesforce Navigation.
  2. On the Mobile Navigation page, under the Navigation Menu Items section, select Self Service Mobile: Preview from the Available list and use the right arrow key to move this application to the Selected list.
  3. Click Save

2.

Make the Self Service Mobile: Preview tab visible to system administrators.

You can configure the Self Service Mobile: Preview tab visibility in the profile that is assigned to system administrators. Alternatively, you can create or clone a permission set and assign that permission set to the system administrators. 

To update the profile assigned to system administrators

The following procedure is based on the enhanced profile user interface provided by Salesforce. For more information, see the Salesforce Help.

  1. Navigate to Setup > Administration Setup > Manage Users > Profiles+.
  2. Click Edit for the System Administrator profile and under Custom Tab Settings, for the Self Service Mobile: Preview option, select Default On from the drop-down menu.
  3. Click the System Administrator profile.
  4. On the Profile Overview page, in the Apps section, click Object Settings.
  5. In the Object Name column, click Self Service Mobile: Preview.
  6.  On the Self Service Mobile: Preview page, click Edit and from the Tab Settings list, select Default On.
  7. Click Save.

Note: Instead of updating the profile, you can also create or clone a permission set and assign it to system administrators. In the permission set, select the Available and Visible check boxes for the Self Service Mobile: Preview tab.

Related topics

Configuring-settings-for-Self-Service-on-Salesforce1-Mobile-App

Configuring-Service-Desk-on-Salesforce1-Mobile-App

 

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