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Customer Success Team

March / 2015

Customer Success Enablement Kit

Getting Started with Remedyforce Self Service

Value Enablement Kit Objectives

This kit is targeted to assist organizations with setting up Self Service and focuses on two key areas for Remedyforce Administrators:• Defining your Self Service Strategy

• What to consider before configuring Remedyforce Self Service

• Configuring Self Service • How to get started setting up Self Service• Some “how to” walkthroughs

• As with all kits, if you require additional assistance, your CSM can connect you with BMC Services

Focus Area #1: Defining a Self Service Strategy • How do you define “Self Service”? What do your customers think it means? What is approach/offerings going

to include?• Web self service, Chat, Community, Email, etc.?

• Do you know what problem you’re trying to solve?• Gain an in-depth understanding of the issues to structure Web self-service experiences to help customers resolve issues

by reaching their goals for the interaction.• What do your customers want from you? (Typically to find information or perform a function)

• Personalization • Don’t force users to re-enter login information when they are already logged into another portion of the site; consider

using a single-sign-on capability.

• Design Simplicity • Make it easy or they won’t use it.

• Adoption strategy • People naturally gravitate to the path of least resistance.

• Continuous improvement• How will you solicit feedback on what is working well and not working well?

Focus Area #2: Configuring Self Service• Setting up the Self Service site• Single Sign On• Self Service branding• Self Service Tiles• Contact Us• Creation of services • General Self Service Settings• Common Requests and Knowledge Articles • Quick Links• Mobile Self Service

What is your Self Service Strategy? A good practice

Self Service Strategy: Ask them!• What is the problem you are trying to solve by implementing Self Service?

• What do your customers want?• What data mining have you done to know how they want to engage with you?

• How do you know?• Surveys? Analysis of prior feedback? Metrics?

• Did you collect requirements first?• From who’s perspective are you designing?

• What is your approach – big bang or phased implementation?• Portal, self-healing, chat and remove current functionality all at once, or, small wins?

• Communication strategy• Planned for adoption yet?

• Continual Improvement• How are you going to collect feedback and then how are you going to ACTION that feedback?

Self Service Best Practices • Drive your customers directly to the self-service site

• Avoid publishing support contact details on your company intranet (phone, email, etc.) but rather publish directly on your site

• Keep portal design as simple as possible• Don’t use too many tiles – the more navigation options that a client has to

read through the more confusing it will be and will opt for other contact methods

• SSO makes the users authentication experience much easier• Personalization

• Brand the site (color and logo’s) to your organizational format

Self Service Best Practices continued… • Don’t overcomplicate it

• Absolutely leverage knowledge articles – top 10 most common IT requests (password reset, etc.) should definitely be on the self-service portal

• Leverage incident templates for common tickets• Give them choices; engagement on THEIR terms!

• Consider mobile – self-service users will expect options for requesting support via their mobile device

• Consider Chat – users perceive a more responsive support experience when the ticket is initiated via Chat

• Use broadcasts to keep users aware of major outages, planned downtime, etc.

Self Service Best Practices continued… • Communication

• Have a communication plan – preparing users, marketing self-service, answering FAQ’s, etc.

• Adoption • Have a training video to help users understand how to navigate through

self-service• Consider gamification options like Bunchball

• Behavior Modification • Reward folks who comply with leveraging self-service first (i.e. faster time

to resolve SLAs when source of request/incident is via self-service portal as opposed to calling the Service Desk)

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Adoption Techniques

Self Service Portal: Tips• The Self Service Portal: Make it easy to find & easy to use!

• Know what your customers want from you – typically it’s to find information or perform a function

• Where are you going to publicize location i.e. company intranet (nope!) or SS site itself (yes!)?• Ensure self healing knowledge is optimized for easy information retrieval • Customers don’t want to learn how to use your site—they just need to use it to resolve the issue

at hand and get on with the more important things • 80 percent of your portal visitors are seeking only about 20 percent of your content. So place

this 20 percent of content prominently, and you’ll get a big bang for your screen real estate buck. • Design for “probabilities, not possibilities.” Instead of trying to offer every possible choice to

your customer, focus on the probable actions that are most likely to help i.e. leverage common requests, top 10 knowledge articles, FAQ’s

• Use end user friendly categories rather than techie speak • Goal is service the customer first, then do your IT facing stuff on the back end

Avoid this design scenario…

If you overcomplicate this…

They will find another way

Configuring Remedyforce Self ServiceThe basics..

What is Remedyforce Self Service?• Remedyforce Self Service enables your end user/clients to create and resolve

their own incidents and requests using the Self Service portal from their computers or via mobile devices.

• The Self Service portal allows for a variety of choices for users to engage with IT including:

• Requesting service• Searching knowledge articles• An area to check status of requests and incidents • Outage & alert ticker• Manage approvals • Use Chatter or use Chat• Provide feedback

A sneak peak at the Self Service portalScrolling Broadcast

Configure popular self help articles, common tickets and common

requests

Quick links & Shopping Cart

A look at how to administer Self Service

Rf Administration > Configure Self Service

Configuration Remedyforce Self ServiceSetting up the Self Service Site

Let’s Get Started • The first thing you have to

do is to set up and configure your Self Service site and configure access!• This is how you want

the organization to recognize the website address / URL address for your self service portal

• Navigate to Setup > Develop > Sites

Creating your Self Service Site

Setup>Develop> Sites

Creating your Self Service Site• In the Sites page, type the domain that you want to associate with Self

Service.• Then click the button for “Check Availability”.• If the domain is available, the following message appears:

– Success: The Force.com domain name "<domain>-force.com" is available• Then select the “I have read and accepted the Force.com Sites Terms of Use

check box”• Click Register My Force.com Domain (*note you cannot modify the domain name after you complete

the registration process)

Registered the domain

My site label

Click New

Set up the SiteSteps to set up the new site• In the New Sites section, enter the following information:

• In the Site Label field, type SelfService.• In the Site Name field, type SelfService.• In the Site Description field, type BMC Remedyforce Self Service.

• By default, your name is populated in the Site Contact field.• Select the Active check box.• In the Active Site Home Page and Inactive Site Home Page fields, ensure

that SSSiteLogin and InMaintenance are entered.• In the Site Template field, type SiteTemplate.• Select the Enable Feeds check box.

• Click Save.

Here’s my information populated

Enter the information and Click Save

Edit the Site Visual Force Pages

Click Edit

Enable Visual Force Page Access

Use the arrows to move over; then click Save

Configure the Visual Force Error Pages

Click page assignment

Configure the Visual Force Error Pages

Click the look up beside Authorization Required

Configure the Visual Force Error Pages

Enter SSSiteLogin and click Go

Configure the Visual Force Error Pages

Click on SSSiteLogin

Configure the Visual Force Error Pages

SSSiteLogin is populated; click Save

Configure Public Access Settings

Click Public Access Settings

Configure Public Access Settings

Click Edit

Configure Public Access Settings

Scroll down the page to find Custom Object

Permissions

Scroll until you find the following two

permissions & click Read

Configure Public Access Settings

Scroll until you find Survey permissions &

click Read/Create/Edit/Delete;

then click Save

Configure Field Level Security

Within the Field Level Security, section..

Click on View next to Survey

Configure Survey Field Level Security

Click Edit

Configure Survey Field Level SecurityCheck the box for Visible for the following & click Save and then back to

profile

Manage users

Click View Users

The single account should appear; click on it

Manage licenses

Click Assign Licenses, select BMC Remedyforce

Self Service Queue Set upGo to Setup>Manage

Users>Queues

Click New

Self Service Queue Set up

Enter Label and Queue Name

Select Incident and move to the right & Save

Assign the Self Service Queue

Go to: Rf Administration>Configure

SS> Incidents

Assign the Self Service QueueDrop down beside queue,

find the queue you created, click and Save

Ready to go…next steps!

Here is my Self Service Site URL

Note: SSO Considerations• OneLogin

• OneLogin’s cloud identity platform is a comprehensive solution for managing user identities

• When you use OneLogin as your identity access management provider, your users sign into OneLogin, and OneLogin takes care of authentication• https://onelogin.zendesk.com/hc/en-us/articles/203538844-Introducing-OneLogin

• Salesforce.com• https://

developer.salesforce.com/page/How_to_Implement_Single_Sign-On_with_Force.com

Configuration Remedyforce Self ServiceSelf Service Branding

Self Service BrandingNow that the Self Service site has been set up, let’s review the capabilities within Remedyforce to brand the self service site, so it has the look and feel you want.• Company Logos• Out-of-the box themes• Login screen• Self Service Layout

Configure your Self Service ThemeRemedyforce

Administration>Configure Self Service>

Branding

Configure your Self Service Theme

Change Logo

Change background

Change App Title

Change banner

Configure your Company Logo

Click Replace and select your Image to upload e.g. Acme logo.png and save

If applicable, assign to a specific account here

Add your Company Logo

My new company Logo on the Self Service site

Configure the application name

My new company Logo on the Application Title

(instead of Remedyforce)

Add Logo to Application and Banner

Choose Replace and upload your image

Add your Logo to the Self Service Banner

Fully branded

Add your Logo to Application Name

My new company Logo on the Application Title

Change the Color Scheme

Select an OOTB theme or create your own

Change the Color Scheme

Red selected, click Assign Theme (for an account) and picked an account

Change the Color Scheme

Now my theme is red

Modify the Self Service Login Screen

To modify the text on this page, Translation has to

be enabled

To enable Translation: StepsNavigate to:

• Setup> Administer> Translation Workbench>Translation Settings and Click “Enable”

Then navigate to:• Setup> Create > Custom Labels> Look for the field SSUserName, then select

Translate> Select English as the Language• Input the text; for example “your email address”

Now let’s see a walk through…

Enable TranslationSetup>Administer>

Translation Workbench> Translation Settings

Click Enable

Enable TranslationSetup>Create>

Custom Labels & find SSUserName and

translate

Select English from the drop down, enter your

text, click Save

Modify the Self Service Login Screen

Changed text to remind user of usernameChanged text here as well

upon click of “forgot password”

Configuration Remedyforce Self ServiceLocalization

Localized Self Service • Remedyforce is available in the following languages and can be enabled

using the Translation Workbench:• Japanese• French• Spanish• German• *English

• To use the localized version of BMC Remedyforce, you must activate the language in Salesforce

• For example, if you want to use French, you must enable the French language• Language activation is required to ensure that the fields of data type picklist,

such as Change Type on the Change Request form, are localized correctly• *To translate text, field labels, etc. English translation must be enabled

Configuration Remedyforce Self ServiceTile Design

Self Service Tile Design

Design your tile layout

Self Service Tile Layout

Most common tiles to keep include: the first 3 and the last 2

tiles

Let’s review the steps to add/remove tiles next

Administer: Self Service Tile Design

Go to: Remedyforce Admin > Configure Self Service > Tile Visibility and Order

Administer: Self Service Tile Design

Check boxes/uncheck boxes for tile visibility

Change the order around of the tiles

Create your own custom tile

Add your own direct links

Uncheck the box to remove Chatter tile

Administer: Add/Remove Tiles

Chatter tile is now not showing

Administer: Add a Custom Tile

Click the + to add a custom tile

Enter a title and description for the custom tile

Set the order

Administer: Add a direct link to tile

Click the + to add a custom tile link

Enter the link name and URL and description, then click Save

Administer: Custom tile added

My custom link

Administer: Tile linked

My custom link

Personalizing Self Service To modify the text on the tiles and any labels in Self Service, here is a good practice • Go to: Setup>Create>Labels • Create a new view called Self Service • Enter the filter criteria of Name “starts with” SS and then click save• Now this will give you a view with a list of all the labels in self service

that you can modify

Use Case: Change a label

How do I change this text so instead of “Submit a Ticket” it

says something else?

Locate the label name to modify

Locate SS_Incident Home and click on it

Locate the label name to modify

Click to translate

Translate – enter the new text

Selected English and entered the new text – click Save

Verify the change

Now my tile reflects my change

Modify the description text

To change the description text, follow the same steps…

however..

Modify the description text

Locate SS_IncidentDescHome and then translate, enter new

text

Modify the description text

Verify the Change

My new description text is visible

Configuration Remedyforce Self ServiceConfigure Contact Us

Configure Contact Us

Contact Us tile

Configure Contact Us

Translate the text to include phone number if you choose

Configure Contact Us

Can configure

Can configure

Upon submit, a ticket is generated and email notification received by

submitter

View Tickets and Requests

End user can view submitted tickets and requests

Console view of Contact Us tickets

Agent view of submitted ticket via Contact us

Configuration Remedyforce Self ServiceCreate your Self Service Content

Configuring Self Service Offerings

This is why it’s important to have a plan for what you want to

offer to your clients

Configuring Self Service Offerings• There is a sequence of tasks in order to develop and publish your service

offerings on the Self Service Portal • Refer to the Value Enablement Kit called: Service Request Management

• The steps at a high level include:• Create the category (if it doesn’t already exist)• Create a Business Service in the CMDB• Create the associated Service Offering in the CMDB (associated to BSO)• Create an incident template • Create a request definition template (which will call the incident template)• Create the service request• Publish the service request; add to your top requests

• *Helpful Tutorial found within Rf: Administration>Configure Application> Request Definition

Helpful Tutorial within Administration Go to: Remedyforce Administration>Cfg

Application>Request Definition

Configuration Remedyforce Self ServiceConfigure Self Service: General Usability

General Self Service Settings• Go to: Remedyforce Administration > Configure Self Service > General Self

Service Settings• The following are configuration decisions

General Self Service Settings

Selecting this option presents knowledge articles first to the

end user…

Prominence of Knowledge Articles

Knowledge articles are displayed verses common service requests

Prominence of Common Requests

Unchecked box displays common requests instead of

knowledge articles

Other General SS settings

Enter the URL of the SS site here

Check box if you want to enable Chat

Chat for all, or specific accounts

Use of the pre-chat form or not to

Display Common RequestsRf Admin>Cfg Self

Service>Common Requests

Select your templates

Move the templates over you want to display as a common

request and then Save

Display Knowledge Articles

When you create the knowledge article, this is where you select

to make this available in SS

Display Knowledge Articles to accounts

You can expose knowledge to all end users, or selected accounts

Select “selected accounts” and then choose which accounts you

want the KA exposed to

Configure SS Search Settings

Rf Admin > Cfg SS > Search

You can enable search by clients of your company intranet

You can allow for internet searching on Google or

Wikipedia

Check the box to allow for knowledge article searching in

Remedyforce/Salesforce

Configure SS Incidents

Default is what you selected during SS site set up

Check box if you want clients to close their own incidents with/without resolutions

Check box for allowing clients to copy and reopen their incidents

Options to allow clients to create incidents from

broadcasts, add notes to incidents

Configure “Submit a ticket” linkShow/not show the Submit a

ticket link on the request a service page

This can be displayed or removed

Configure Quick Links

In order for the quick links options to appear…

Configure Quick Links

Rf Admin > Cfg SS > Quick Links

Check the box if you want to enable your quick links

Google is a quick link configured…

Configure Quick Links

Click the drop down to select Google as the quick link

Add a Quick Link

Click the + sign to create a new quick link

Give the link a name, provide the URL, select the order the links should appear, click Save

Configuration Remedyforce Self ServiceMobile Self Service

Taking your Service Desk MobileRemedyforce is available to be accessed on your mobile devices• It’s important to remember that before you can access Remedyforce

via mobile devices, you can see the steps required to define what is going to be offered

• The steps to enable Remedyforce via mobile devices is very simple…

Enable Remedyforce for Mobile

Rf Admin>Cfg SS>Mobile

Check the box to enable mobile access

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click icon to add

Remedyforce Mobile: Options

Remedyforce is available on mobile devices:• On Salesforce 1 for your staff/agents• Remedyforce on Salesforce1 for end user/clients

is COMING SOON: TBD• Salesforce classic • Remedyforce Self Service app• For more information on Remedyforce Mobile,

please visit the Remedyforce Communities and review the white papers and blogs

• https://communities.bmc.com/docs/DOC-34827

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