In the Hub Services console Employee Self-Service page, you can customize the type of self-service support that is available in Workspace ONE Intelligent Hub.
You can add helpful links to the self-service tab to empower and educate users about how to perform basic device management tasks, investigate issues, and fix problems. These links can reduce the number of help desk tickets and support issues.
You can create different versions of the employee self-service tab and design the helpful links for specific groups of users and add a version in the Hub template assigned to the specific group.
Customize the Employee Self-Service Tab Label
The tab name that displays in Workspace ONE Intelligent Hub is labeled Support. You can change the label in the Hub console Employee Self-Service page. When you change the label, when users refresh the Workspace ONE Intelligent Hub app view, the new name displays in the navigation bar.
Setting Up User's Device Self-Service Options
When Device Self-Service is configured, users monitor and manage their own devices from Workspace ONE Intelligent Hub. Users go to the My Devices section of the Support tab to see which devices are managed from the Workspace ONE Intelligent Hub, and users can add other devices.
In the Device Self-Service section, you configure the following user device management options. When these options are enabled, users can manage their devices from the Workspace ONE Intelligent Hub service.
| Feature to enable | Description |
|---|---|
| Add Device | Users can register a new device through email, SMS, or a QR code. Users can see the status of their devices and they can click Sync Device to sync their profiles to the device. |
| Install Profiles | Users can view and install optional profiles or reinstall automatic profiles. Users can see their work apps and devices that are installed, and they can click Reinstall. |
| Encryption Recovery Key | The encryption recovery key is a unique numerical password that users can use to regain access to their macOS or Windows device. When this option is enabled, users can retrieve their desktop encryption recovery keys for their enrolled and encrypted macOS and Windows devices from the Workspace ONE Intelligent Hub Support tab, instead of submitting a support ticket requesting a recovery key. |
| Critical Actions | When the Critical Actions option is enabled, users can view and take self-service actions to delete a device and to enterprise wipe a device to unenroll and remove all managed enterprise resources from the selected device. |
| Non Critical Actions | The non-critical actions option is enabled by default. In the Workspace ONE Intelligent Hub Support tab, users can take self-service actions to change their passcode or to enable the Make Noise setting to hear Noise notification alert on their device. |
Add Helpful Links
In the Helpful Links section, you can add links to promote and direct users to internal or external sites and knowledge base articles for self-service help. These links can give users a chance to look for solutions to issues before reaching out to your support service. Users can find these links in the Workspace ONE Intelligent Hub Support tab, Helpful Resources section.
You can use wsonehub://{deeplink} as a valid URL to set up helpful links that takes users to other pages in the Workspace ONE Intelligent Hub app.
You can useawb(s)://{URL} as a valid URL to launch web pages in a web app from Workspace ONE Intelligent Hub.
You can add up to 10 links to direct users to resources. Users can find these links in the Workspace ONE Intelligent Hub Support tab, Helpful links section.
Manage Contact Information
When Workspace ONE UEM is configured to enroll device and is configured with Hub Services, a Contacts section displays in the Employee Self-Service page. The support email and phone number that display are configured in the Workspace ONE UEM console tab.
