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Transcript of — Customer Success Team March / 2015 Customer Success Enablement Kit Getting Started with...
—
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)
Drag picture to placeholder or click icon to add
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
Drag picture to placeholder or
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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