Self Service (Self Help)

[Steffen]

We are now looking at implementing a Self Help Service through Hornbill Service Manager,  we don't want to store guides in Hornbill Document Manager as we use SharePoint Online as our DMS.

We would like people to raise a request either by email or through the service portal.  Once the request has been raised or preferably before the request is actually raised we would like the customer to see a guide and fix the problem or carry out the task themselves.

A simple idea and we aren't the first people to come up with it :-)

An idea I have is to use a workflow that would email the customer a link to the document on SharePoint once the request has been raised.

• This would mean that the ticket was closed and dealt with.  Not very friendly if it didn't do what they wanted and they would have to raise another request or re-open
• A ticket would have been raised fully, it would have been nicer if the customer could have read a guide mid progressive capture - decided that they had tried that and wanted to continue.
• I'm going to give this way a go although it seems long winded and people would have to know what they wanted and we would have to know the correct questions

 

Another is the search function at the top which would point to a document in document manager that has a link to the relevant Guide on SharePoint

• We don't have enough people using the search function

How have other people implemented self help fixs / guides?

 

Steff

[Guest NadeemMazhar]

Hi @Steffen

Have you tried enabling the Knowledge Centre functionality? This is still in Beta mode, and you can activate this via Service Manager settings and navigating to the below setting.

Based on words entered in the Summary and Description field, the screen will flag up related FAQs, requests and Services.

Since it is in Beta, you are welcome to give us any feedback on this :-)

 

 

Cheers

Nadeem

 

[Steven Boardman]

Hi @Steffen 

Following on from what Nadeem mentioned above, the knowledge centre on self service presents it's self in progressive capture.  So as the user is entering details, relevant FAQs, existing requests, known issues etc will be presented to them.

The returned results are filtered based on the service they are logging the request against, and can be further filtered based on text entered into the summary field on the details progressive capture form or single line fields on custom forms (mapped to the summary field) this is explained in more detail on the wiki here:  https://wiki.hornbill.com/index.php/Knowledge_Centre

In addition to the knowledge centre, have you considered using the progressive capture flows to embed the corrective steps for common scenarios?  they lend themselves well to asking questions, allowing users to answer and branching on the given answers to gather more info or to present links to where there solution could be found - including links to knowledge held elsewhere.   - in the example above their is a hyperlink in one of the Label fields in the progressive capture forms. 

You can use conditional fields to only show relevant information based on the answers to previous questions, or to present additional questions based on previous answers - again this is covered here on the wiki: https://wiki.hornbill.com/index.php/Progressive_Capture_Designer (displaying conditional fields section)

You can actually build steps into the progressive captures, which you can get your end users to follow to self help:

 

Using this approach you can also allow users to record the fact that the information provided / steps given allowed them to self help (see above for 'Yes all sorted' outcome to a question), this outcome could still log a ticket, but auto-closed and auto categorised as a self help fix which you can then report against. 

The above example with linked progressive capture flow and business process is available to review on our sandbox instance as follows:

Business Process: https://admin.hornbill.com/demo/app/com.hornbill.servicemanager/workflow/bpm/remote-access-issue-v2/

Progressive Capture: https://admin.hornbill.com/demo/app/com.hornbill.servicemanager/workflow/procapture/VPN Access v2/78/

You can currently login as grahamc and password: H0rnbill to see and download these.

They are brought together under the Home Working Service and Access VPN catalog item.   You can see this on the sandbox self service portal as stever and password H0rnbill: https://service.hornbill.com/demo/

Hope this helps

Steve

 

 

 

 

[Steffen]

Cool sounds like exactly what I want.  Will give it a go now.

Thanks both.

Steff

[Ann-MarieHolloway]

Loving this feature!