— Customer Success Team July / 2015 Remedyforce Enablement Kit Migration from Remedyforce Self-Service 1.0 to 2.0

Value Enablement Kit Objective – The objective of the Remedyforce Self-Service Migration kit is to review & walk through the steps required to migrate from Self-Service 1.0 to Self- Service 2.0. – Intended audience for this enablement resource are Remedyforce Administrators – For additional Self-Service guidance beyond the steps to migrate to Self- Service 2.0, please review the Remedyforce Wiki as well as: – Specifically YouTube videos 3, 4, & 5

Overview Remedyforce Self-Service 2.0 was first introduced in Remedyforce Spring 13 release in April of 2013 The new tab-based UI for Self Service (Self Service 2.0) was designed to improve performance, usability, and interface organization Self-Service home tab was divided into tiles to perform various tasks in a much easier way - for example, submitting new incidents, viewing existing requests, searching and browsing Knowledge articles, being notified of relevant company-wide topics, etc.

Why should we migrate to 2.0? Self-Service 1.0 will be going end of life as of Winter 16 release which means: No further development from Remedyforce Product Management will be done on SS 1.0 No defects will be addressed going forward by the Remedyforce Engineering team

Why should we migrate to 2.0? Realize the benefits of 2.0! Automated approvals; ability to view approvals assigned to you or a queue; ability to approve or reject a single record or multiple records simultaneously as well as reassign an approval Suggested self-help articles and service requests based on your assets can be displayed in the Self Service Home page Ability to follow a broadcast from the Self Service UI. The updates for the broadcasts that you are following are visible in your Chatter feed as well Ability to configure columns to be displayed in the View Tickets and Requests list view Ability to view more information related to a service request in the UI Ability to view the owner of the incident (the person to which the incident was assigned) Rich text capability Self-Service users can now use Chatter Ability to assign different layouts per profile, while with SS 1.0, it was either accept the default or one custom layout only Ability to route incidents to different queues per layout

— Then and Now… Self-Service 1.0 and 2.0 Comparison

UI Comparison Pre Migration Self-Service 1.0Post Migration Self-Service 2.0

— Walk-through of migration steps to 2.0 Migration Steps

Migration Steps: Overview – Log in to your ORG as Remedyforce Administrator – Navigate to: Remedyforce Administration > Configure Self-Service > General Self-Service Settings – Select the check box option called: Migrate to new Self Service User Interface – Click Save – You will receive a message box that indicates that once you migrate to 2.0, you cannot revert back to 1.0. Click Yes to this. – Click OK to the second message box indicating successful save – Return to Self-Service and refresh your browser – Admire the new UI!

— Let’s review the screenshots Walk - Through Now let’s try it..

Log in as Remedyforce Administrator

Navigate to General Self-Service Settings

Check the box to migrate Click Save

Confirmation Click Yes! Or, let’s take a moment first to look at the Help..

WAIT! Want a Preview of Self-Service 2.0?

Preview of Self-Service 2.0 View your tabs Select Remedyforce SS 2.0 Preview

Ok back to it - now click Save – OK

Refresh browser, and say hello to SS 2.0!

— What are some common configurations? Common Configurations

Common configurations post Migration By default, you will see these tiles only if you haven’t created help articles or common service requests. Maybe you want to change them!

Modify the Self-Service Tiles

Add a tile to search your Company Intranet Enter URL for your intranet & click Save

And now you can search your Intranet

Configure Ticket layouts - example

Configure different ticket layouts

Add a new layout for Client profile Select profile and then create/edit layout

Steps to create the layout New Name the new layout Select the field set to use and click save

Per layout, select the queue

Select the appropriate queue Select a queue per layout

View Queue Membership See queue members

— Navigation differences Self-Service 1.0 and Differences

Layout - Self Service 1.0 Replaced by tile called View Tickets & Requests Quick links, direct links in a new place Scrolling broadcast in a new place

Layout - Self Service 2.0 Scrolling Broadcast Configure popular articles, common tickets and common requests Quick links Tiles for common functions

— Thank You — Bring IT to Life. ™