01 August

Are you aware of the functionalities in Self Service of BMC Remedyforce Summer 17! 

We are excited to explain some new set of features in Self Service 3.0 that improve usability. With the introduction of search and filtering, clients can quickly find their requests. Admins now have much more flexibility in controlling what data is displayed on the record card in My Activity. It is now possible to provide a richer experience of browsing the service catalog through rich text content. The ability to return to Salesforce within the same browser tab has been introduced. User lookups have been enhanced with users' profile photo and other profile attributes, making it easier to identify other users.

Preview Service Requests

Rich text description added to service request definitions is displayed in service catalog, allowing clients to preview service requests before invoking them. This improves the user experience of browsing through service catalog to find appropriate service requests as well as the experience of browsing through search results. A new admin configuration governs screen space each service request can occupy. Depending on the number of service requests in a category, Remedyforce finds the most optimal way of displaying service requests in service catalog. Service request forms now make more efficient use of screen space to allow the client to focus on important information.

Easily navigate through My Activity with Search and Filter

Records in My Activity are now displayed in the order they were created. Edits to records by staff update last modified date, but created date does not change. This sort order aligns with most clients' preference of viewing records by the date they were created. Clients can now search for records in My Activity. Fields of data types text, email, and phone can be searched, facilitating search on almost all fields. Records appearing in My Activity can be filtered on not just the type of record, such as Ticket or Service Request, but also on State and Status. Moreover, the system remembers the client's filters, and automatically applies them the next time they return to My Activity.

Customize record card

Admins have more flexibility in controlling the information displayed on the record card in My Activity. The new appearance of the record card makes it consistent with that in the Salesforce1 mobile app for self service. A common field set controls the structure of the record card in Salesforce1 and Self Service 3.0. Long text fields are automatically terminated to allow the client to focus on the important attributes of their records. Content on the record card additionally includes labels, formatted differently than field values.

Draw client's attention to actionable requests

Service desks must close requests to the satisfaction of clients, yet there are times when certain requests are pending client action. This could be additional information asked by the service desk, or a request to confirm resolution provided. Records that require clients' action are flagged prominently in My Activity. Admins control which status values are actionable by clients.

Many times, when an end user logs a ticket, the end user needs an immediate response regarding the status of the ticket or the request. Sometimes service desk staff may not have an immediate solution for the issue reported and the service desk staff may need to contact the end user for gathering more information in case the ticket does not have sufficient information. The service desk staff can only send an email to the client for gathering more information on the ticket and till then the status of the ticket would be waiting for response.

In the Summer 17 release, a new feature has been introduced in Remedyforce, called flagging of records in Self Service 3.0. You can see the flag next to the ticket or the service request on My Activity page. With this feature, the end user can know the status of the ticket or the service request and perform required action.

The flag on the record encourages the end user to open that record and provide additional information and the service desk staff can immediately start working on the ticket or request after receiving the information.

As end users respond to service desk staff’s requests, this ultimately results in better SLA performance, end user satisfaction, and timely resolution of the ticket.