Self Service Portal Template
Latest major version: Autumn 2020 - Find out more
NewFeatures_MajorVersion_Autumn2020_Add1
- Multiple languages supported.
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- Integrated Page Display pack containing the Embedded Page and Sidebar widgets, as well as the Header Page, Footer Page and Background Page functionalities.
- Integrated satisfaction surveys within the portal in order to quantify quality and user experience and to analyze data using the dedicated Power BI report, XLA Management.
NewFeatures_MajorVersion_Autumn2020_FixFebruary2021_Title
Fix Autumn 2020 - Build 2020.2.124.2
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- Replaced Secured Html widgets with Menu widgets.
This template belongs to the Portal category in Service Apps templates. This enables users to find answers to their questions or solutions to their problems using the Self Help portal and a virtual agent. Users can also monitor their activity, have discussions with colleagues and read corporate news articles.
Users can also click dedicated action buttons to submit feedback on different portal elements, such as the quality of information communicated (e.g. news), equipment assigned, services, or ticket processing. Their feedback is stored in a report that will serve as a resource for creating metrics to quantify quality and user experience (XLA or Experience Level Agreement). Data will be analyzed using the dedicated Power BI report, XLA Management.
The template is shipped in a single version that is:
- Responsive: Automatic scaling of the app based on the device used, e.g. workstation, smartphone, tablet, etc.
- Multilingual: The six main languages managed by Service Manager are supported in the standard version.
Notes
- You must create connectors to enjoy all of the portal functionalities.
See the procedure
- For an optimal display of news articles, you must create fields in the Service Manager database.
See the procedure
- To perform an XLA analysis using app data, you must first implement the action buttons specific to feedback.
See the procedure
List of functionalities
Functionalities | Notes | |
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Home page
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Service Request Catalog
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Incident Catalog
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Help page
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Activity monitoring
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News
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Corporate directory
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Global search
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Procedures
How to create an app using this template
ProcedureStep1_CreatingApp
Step 1: Creating the app in Service Apps
1. Click Create App in the App Gallery toolbar.
The template library will appear.
2. Select the template you want.
- A new app will automatically be created using the template.
- It will appear in the Design pane.
Step 2: Import reports to Service Manager
1. Download the files below to your workstation.
- REPORT_APPS - Actions
- REPORT_APPS - Assets & Services
- REPORT_APPS – Catalogs
- REPORT_APPS – Employees
- REPORT_APPS – Knowledge
- REPORT_APPS - Logged user
- REPORT_APPS - News & Alerts
- REPORT_APPS - Questions & Answers
- REPORT_APPS – Tickets
- REPORT_APPS - Documents
2. Import the downloaded files to Service Manager by selecting Administration > Import / Export > Import in the menu.
ProcedureStep3_FinalizingApp
Step 3: Finalizing the creation of the new app
1. Click to display the general properties of the app.
- You can rename the app.
- You can select the image associated with the app from the App Gallery in the Apps Icon tab.
- You can select the icon to be displayed in the tab bar of the Web browser or as a shortcut on the Desktop in the Favicon tab.
- You can modify the default theme.
2. Click to make the required translations in the Objects pane.
See the multilingual management of the apps.
3. Distribute the new app to users.
- Assign access rights to the relevant users or teams.
- Create the shortcut pointing to your app.
- Click
to send the shortcut to users.
How to set up the feedback functionality
Step 1: Specify information in Service Manager
1. Download the files below to your workstation.
- [APPS]_FeedbackEquipment
- [APPS]_FeedbackCommunications
- [APPS]_FeedbackPortal
- [APPS]_FeedbackServices
- [APPS]_FeedbackTickets
- [APPS]_FeedbackEquipment
- [APPS]_FeedbackCommunications
- [APPS]_FeedbackPortal
- [APPS]_FeedbackServices
- [APPS]_FeedbackTickets
2. Import the questionnaires and workflows to Service Manager by selecting Administration > Import / Export > Import in the menu.
3. Associate each questionnaire with a workflow.
- Open the workflow you want.
- Double-click the Start step in the process graphic editor.
- Select the imported questionnaire.
4. Associate the workflow with an entry in the Service Request Catalog or Event Catalog.
- Select References > Catalogs > Service Request Catalog or References > Catalogs > Event Catalog in the menu.
- Create a new entry in the catalog for each type of action button.
- Feedback on equipment
- Feedback on communications
- Feedback on the portal
- Feedback on services
- Feedback on tickets
- Select the workflow associated with the questionnaire.
- Click Save to save the changes made.
Step 2: Add action buttons specific to feedback in Service Apps
1. Go to the Service Apps App Gallery.
2. Click in the app toolbar to open the Self Service Portal template in edit mode.
3. Configure the feedback action button.
- Select the _Menu (E) page from the
drop-down list.
- Select the Button widget containing the feedback action button.
- Click
in the HTML Code property to open the text editor.
The text editor will appear.
- Click the #[TRANSLATION.give_us_your]# instruction in the feedback action button and click
.
The Button Editor window will display the properties of the feedback action button.
- In the Service field, select the entry you created earlier in the Service Request Catalog or Event Catalog.
- Click OK to save the changes made.
- Click OK to close the text editor.
The feedback action button will be available in the Self Service Portal app.
4. Repeat the procedure for each feedback action button using the information below.
Page | Widget name | Catalog entry | ||
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2.News > Detail > Detail (E) | Rate | Feedback on communications | ||
9.Profile > Tab > E/S | List E/S (*S) | Feedback on equipment | ||
9.Profile > Tab > E/S | List Service | Feedback on services | ||
4.Ticket > List > Detail (P) | Detail (*S/M) | Feedback on tickets |
5. Check that the feedback functionality works correctly and test the action buttons.
Step 3: Perform XLA analysis using app data
HeaderNotes_CautionReportServerRequired
1. Go to Service Manager.
2. Configure the dedicated Power BI report, XLA Management.
List of files to download
To set up the feedback functionality