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Overview

Most clients expect an easy-to-use self-service application. They should not have to be trained on how to use self-service. Some are not sure which specific transaction in the self-service application will fulfill their need at any given time.

 

In previous releases of Remedyforce, Self Service had a search box placed in the left sidebar. It was one among a number of links on the sidebar. Search results displayed in the main panel would be displayed in tabs. If the first tab did not have search results, it would not be intuitive enough for the client that they should click on other tabs to see if there are any search results. When clients do not find what they are looking for, they submit tickets. If the broadcast ticker on the home page did not attract the client’s attention, there would be no other way for them to know about important announcements.

 

In the Summer 18 release of Remedyforce, we are excited to launch Superbox, an enhanced search box that makes it much easier for end-users to find the info they are looking for. Superbox is displayed on the Self Service 3.0 Home page.

When a client enters a search string in the Superbox, the relevant self-help articles, service requests, common tickets, and broadcasts that matches the search criteria are displayed in their respective tabs. Clients can also view the total number of records returned by the search for each category in the respective tab headers.

Enhancements introduced through Superbox

Superbox provides the following enhanced search algorithm that returns more relevant search results.

  • If a search string contains any special characters (?, &, |, !, {, }, [, ], (, ), ^, ~, *, :, \, ", +, -, '), then these characters are removed while performing a search.
  • When Search Utility performs a search on individual words of a string, then the most common English words in the search string are ignored.

For example, if a client enters a search string as 'How to reset password', then words like how and to are ignored and the search operation is performed on the words reset and password.

How Superbox works

Based on the search string, Superbox search displays the relevant results for self-help articles, common tickets, service requests, and broadcasts.

  • Separate tabs are used to show the search results for different categories: Self Help Articles, Common Tickets, Service Requests, and Broadcasts.
  • When a client clicks a tab, respective search results are fetched and displayed in that tab.
  • Any changes made in the SuperBox search string refines the search results in the active tab.
  • If the active tab does not have any result, then that tab is shown as dimmed and the next tab that has results is shown as the active tab for the same search.
  • Ordering of the tabs is based on the settings configured by the administrator.

The following image shows Superbox on the Home page of Self Service 3.0.

SuperboxBlog1.jpg

The following image shows results for various categories in their respective tabs.

SuperboxBlog2.jpg

Records shown in the search result

Only those records are shown in tabs to which the client has an entitlement (account, profile, and permission set). For different tabs, records are shown based on the following conditions:

  • Service Request tab: Shows only those request definitions that are active and set as online.
  • Common Tickets tab: Shows only those templates that are active and selected under common requests.
  • Self Help Articles tab: Shows only those knowledge articles that have the Display in Self Service check box selected and the status as published. All record types as well as custom record types are supported.
  • Broadcasts tab: Shows only those broadcasts in the list that are active, available for the date range, and have the Display in Self Service check box selected.

 

Viewing search results

  • Clicking a record from the search result opens the record in a pop-up window. For example, if a client clicks a record in the Common Ticket tab, the record opens in a pop-up window and the client can submit the ticket. Same behavior is applied for service requests.
  • Clicking a knowledge article from the search result opens the knowledge record in a pop-up window and the client can submit the feedback for the article.
  • However, clicking a record in the Broadcast tab, opens a Broadcast pop-up window that has two sections. The bottom section displays the information of all broadcasts that are available in Superbox search result (only Priority and Message are displayed in the list). The top section shows details of the Broadcast that is selected from the bottom section.

SuperboxBlog3.jpg

Submitting a ticket or a service request

Administrators can configure a setting through which the clients can submit a ticket or a service request from the Superbox search page. To enable the setting, perform the following actions:

  1. Navigate to Remedyforce Administration > Configure Self Service > Incidents > Search result actions.
  2. Select one of the following options:
    • Submit Ticket: Shows the Submit a Ticket button to submit a ticket.
    • Submit Request: Shows the Submit a Request button to submit a service request. Select a service request definition that should be used by clients to submit the request.
    • None: Does not display any button on the Superbox search page.

SuperboxBlog4.jpg

Few considerations

  • Superbox feature is available by default to all users, as there is no option to opt-in or opt-out for the same.
  • When the Submit a Ticket button is available, then clicking it pre-populates the ticket description with the search string entered in SuperBox.
  • When the Submit a Request button is available, then clicking it does not copy the search string entered in Superbox in any of the service request form fields.

References

Thank you for reading this blog. I would love to hear your thoughts for the same. If you need further information you can refer following links:

https://docs.bmc.com/docs/remforce201802/en/20-18-02-enhancements-811770431.html

https://docs.bmc.com/docs/remforce201802/en/configuring-superbox-for-self-service-3-0-815407050.html

https://docs.bmc.com/docs/remforce201802/en/settings-for-incidents-submitted-by-clients-801357381.html

 

Related Ideas - Smart Self Service Search Results and Search results

 

Do also read my another blog related to the CI lookup filter enhancement for Self Service 3.0

Smart Suggestions in Self Service 3.0