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In Summer 18 we continued to add value to Self Service 3.0. The new features are a combination of new functionality and enhanced usability. Superbox provides enhanced search capabilities and makes it easier to submit tickets from search results. Smart Suggestions match available resources with a client’s request and return the most relevant results. Lookup filters for CIs and Assets show clients a shorter picklist to choose values from. Records on My Activity can now be exported for offline viewing.

 

Superbox

The search field has been moved from the sidebar to the main panel. Features of Superbox are:

  • Wider and resizable search field
  • A more efficient search algorithm
  • Counts of search results on result tabs
  • Option to create ticket or service request from search results
  • Broadcasts returned in search results

As in previous releases, Service Requests and Common Ticket Templates can be shown together or separately; and Self Help Articles can be displayed as the first tab, ahead of Common Tickets and Service Requests. Also, search results include only those records that the client is entitled to.

 

Watch this video for details.

 

Smart Suggestions

Smart Suggestions work on incidents and recommend resources such as self-help articles, service requests, common ticket templates, and broadcasts on the basis of keywords. Features of Smart Suggestions are:

  • Activated when a client enters data in certain fields on an incident form
  • Only those resources that a client is entitled to access are displayed
  • Can be configured to display self-help articles, service requests, common ticket templates, and broadcasts

By drawing clients’ attention to self-help articles and standardized request templates, the service desk can reduce volumes of incidents and increase end-user satisfaction. By bringing broadcasts to clients’ attention, they can prevent incidents for known issues such as service outages. Smart Suggestions can also promote Level 0 support through the increased use of the knowledge base.

 

Watch this video for details.

 

Lookup Filters for CIs and Assets

Admins now have a way to restrict picklists for CIs and assets to display just those CIs and assets that clients are allowed to access. When enabled, this feature allows clients to view:

  • CIs and assets linked to their account
  • CIs and assets linked directly to them

Linking CIs and assets to accounts is a highly scalable option in situations where a standard list of CIs and assets must be exposed to all clients linked to an account.

This additional filter by account/client works in Self Service 3.0 only. Staff will be able to access all CIs/assets from Console subject to lookup filters already created previously.

 

Watch this video for details.

 

Export My Activity

Records displayed in My Activity can now be exported to a CSV-formated file for offline analysis. This allows clients to import the exported file into spreadsheet tools such as Microsoft Excel and analyze offline by leveraging spreadsheet tool functionality. All records appearing on My Activity are exported.

 

Watch this video for details.

 

We hope customers find these features useful to increase adoption of Self Service 3.0.