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Overview

Smart Suggestions feature enables, Self Service 3.0 users to see recommendations when submitting a ticket. When a client opens a new ticket form, a list of relevant common ticket templates, service requests, broadcasts, and self-help articles is displayed as Smart Suggestions. Clients can use Smart Suggestions for a quick reference.

 

For example, while creating a ticket related to a printer, the client might find that a common ticket already exists in Smart Suggestions for that particular printer issue. The client can select the ticket and submit it.

 

Smart Suggestions appear in the ticket window when a client enters more than two characters in the Description, Category, or Service fields. Based on the text that the client enters, the Smart Suggestions feature provides quick and easy access to relevant information.

 

Enabling Smart Suggestions

To make Smart Suggestions available to clients in Self Service 3.0, Remedyforce administrators can enable this feature as follows:

  1. Click Remedyforce Administration > Configure Self Service > Tickets Layouts
  2. Click Configure Smart Suggestions.
  3. On the Configure Smart Suggestions tab, select the Enable Smart Suggestions check box.

 

   4. From the following check boxes in the Show Smart Suggestions for section, select the appropriate options: 

    • Broadcasts
    • Knowledge Articles
    • Common Tickets
    • Service Requests

   5. Click Save.

 

How Smart Suggestions work

Once the Smart Suggestions are enabled, when a client opens a new ticket form, the Smart Suggestions pane slides out as soon as the client enters more than two characters in any of the following fields:

  • Description
  • Category
  • Service

Based on the text that the client enters, Smart Suggestions show the relevant information in the following sections and in the order that the administrator had configured:

  • Self Help Articles
  • Common Tickets
  • Service Requests
  • Broadcasts

Note that any changes made in the Description, Category, or Service fields results in a fresh set of suggestions.

 

Which records shown in the search result

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

:

·   Common Tickets: Shows only those templates that are active and selected under common requests..

·   Service Request: Shows only those request definitions that are active and set as online.

·   Self Help Articles: 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. Note that the Self Help Articles section displays only the Remedyforce knowledge articles and not the Salesforce knowledge articles.

·   Broadcasts: 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.


What happens when a record is selected

 

The detail flow of what happens when a user selects from each accordion is as follows:

  • Ticket Template:
    • The form is replaced with pre-populated mapped field values from the selected template.
    • There is no Back link or button on this form.
    • The Smart Suggestions pane is closed once the user selects a template.
  • Service Request:
    • There is no Back link or button on this form.
    • The Smart Suggestions pane is closed once the user selects a template.
  • Self Help Article:
    • The Ticket form is overlapped by the knowledge article view.
    • There is a Back button on this view to navigate to the original form.
    • The Smart Suggestions pane remains open so that the users can switch between different suggested articles.If the user clicks the Submit button stating that the article met the needs, then the article, the Submit Ticket form, and the Smart Suggestions pane are all closed. Otherwise, the user can navigate back to the Smart Suggestions pane.

 

 

  • Broadcast:
    • The top section that displays details of the selected broadcast.
    • The bottom section that displays a list of all broadcasts t are available in current Smart Suggestions. (Only Priority and Message will be displayed in list)

The Broadcast modal window has a Back button, a Cancel button, and Close  to navigate to the original ticket form.

 

Few considerations

  • The existing Submit a Ticket form remains open as is and the Smart Suggestions pane slide out only when the client starts typing in the Description field or populates the Category or Service lookup.
  • Smart Suggestions sections are displayed as accordion sections (with counts in header) and rich lists having icon, title and short description.
  • Each section shows a maximum of 15 records.
  • By default, the first section is shown as expanded. If the first section does not have any records to display, then the next available section with records is shown as expanded.
  • Clients can click any information from any section. When clients click a record, the record is shown in the same pane as the ticket.
  • Only when matching results are found, the Smart Suggestions pane is shown with the number of records found for each section. If suggestions are not found, the suggestion pane is not shown.
  • Clients can close Smart Suggestions by clicking on Close(X). This is applicable only for the current ticket form. Once the Smart Suggestions pane is closed, no calls are made to fetch the suggestions.
  • The Description__c (Long Text Area) field is used to show the description on Smart Suggestions. If the Description_Rich_Text__c field is used to store the SRD description, the description will be blank on the Smart Suggestions result pane.
  • If a client enters a value in the Service field, knowledge articles and service requests that are linked to the service are also displayed.
  • If there are no matching results for all the combined values from different fields, a search is carried out for separate values in each field. If there are still no results from the search, the Smart Suggestions pane is not displayed.
  • Service request search does not show result if only category is entered. It shows result for only Service, only Description, Service/Description & Category combinations.
  • Showing Smart Suggestions on Template form - When any template from the Smart Suggestions result is selected and opened, then the Smart Suggestions pane window is not shown.
    However, when the template is opened from other entry points like Home page or Superbox search results, then Smart Suggestions is displayed.
  • Smart Suggestions is not displayed when a submitted ticket is copied.
  • Self Service branding is not applicable for Smart Suggestions.

Settings applicable for this feature

  • Service requests and the ticket templates are shown in one section only if the following setting is selected.
    Remedyforce Administration - > Configure Self Service -> Service Request -> Display service request definitions and incident templates together.
  • The Knowledge Article section is displayed in the search layout based on the following setting.
    Remedyforce Administration > Configure Self Service > Search-> Enable display of popular or suggested Remedyforce knowledge articles on the Home tab and Self Service Search tab.
  • Self Help Articles section is displayed as a first section in the search based on the following setting.
    Remedyforce Administration >Configure Self Service >General Self Service Settings >Knowledge articles have precedence over service requests in the layout
  • If the Knowledge articles have precedence over service requests in the layout setting is selected and the segregation of ticket template and service requests is enabled, then the ordering of the section is: Self Help Articles, Service Requests, Ticket Templates and Broadcasts. Otherwise, the ordering is Self Help Articles, Service Requests, and Broadcasts
  • If the Knowledge articles have precedence over service requests in the layout setting is unchecked and the segregation of ticket templates and service requests is enabled, then the ordering of the sections is: Service Requests, Ticket Templates, Self Help Articles, and Broadcasts. Otherwise, the ordering is Service Requests, Self Help Articles, and Broadcasts.
  • Only those ticket templates are visible that are selected under common requests.
    Remedyforce Administration > Configure Self Service > Common Requests.
  • When the segregation setting Display service request definitions and incident templates together is ON, Ticket Templates and SRDs are shown together and Templates have precedence over SRDs in the Smart Suggestions pane. A maximum of 15 records are shown.
  • The colour of the count box that shows number of records in each section can be set through the setting Remedyforce Administration > Configure Self Service > Branding > Default Button Color.

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:

 

Do also read my another blog related to the CI lookup filter enhancement for Self Service 3.0  and  superbox-enhanced-search-in-self-service-30