Employee Portal widgets
With Service Manager installed, there are several Employee Portal widgets that are included to enhance the user’s experience with information and tools specific to Service Manager.
Before you begin
- Be familiar with designing the Employee Portal.
- See the list of general widgets.
Accessing the Service Manager widgets
- View the Employee Portal using the My Company menu item under the Home option in the left-hand vertical menu bar.
- Navigate to the page where the Service Manager widget will be added.
- Enter Design Mode.
- Expand the Add Widgets section in the right-hand Page Details panel.
- Select Service Manager from the dropdown of available apps.
Average Rating widget
The average star rating widget collects data from all of the requests from all services and displays an average overall rating. These requests will have been closed and the customers will have provided a star rating.
Configure
- Filter by Service Domain. If the widget is being placed on a page for a specific domain, you can add the domain name to show only the average feedback for that domain.
- Last X days. By default, the widget will show the average for all historical feedback. Optionally you can select 30, 60, 90, or 120 days of data to be displayed. The selected number of days will be displayed in the widget.
Service Availability widget
The service availabilty widget collects data from the selected service and displays the availability over the previous X number of days.
Configure
- Service ID. You must add a service ID for the widget to show any information. Only one service can be displayed per widget.
- Last X days. By default, the widget will show all the historical availability data. Optionally you can select 30, 60, 90, or 120 days of data to be displayed. The selected number of days will be displayed in the widget.
Requests widget
The Requests widget provides a list of requests that have been raised either by the user or for the user. In addition to their requests, users can view requests they are connected with, or requests that their managed staff have raised.
Search widget
The Search widget provides a unified search for users to find information on services, FAQs, service requests, known issues, the user’s active requests, and knowledge articles.
Configure
- Filter by Service Domain. Select a single service domain that the search will apply to.
- Filter by Types. You can limit the search to only selected types of records.
- Service
- FAQ
- Service Request
- Known Issues
- My Service Requests
- Articles
Knowledge base articles
This widget presents a list of knowledge base articles that are available to the user. A search and knowledge base filter allows the user to find a particular article. The search is based on the article’s name. Clicking on an article in the list will open the full article in the Knowledge browser.
Configure
- Knowledge Bases. From the list, select which knowledge bases will be included when searched.
- Knowledge Base Article Types. From the list, select which knowledge types can be used to control the types of knowledge articles that will be searched.