Oracle: PeopleSoft Enterprise: HelpDesk for Human Resources Rel 9

Overview

This four-day course focuses on the implementation of the PeopleSoft HelpDesk for Human Resources application. This course describes the business processes for HelpDesk for Human Resources and teaches implementers how to set up and administer the application.

Administrative topics that will be covered in this course include:

• Setting up HelpDesk business units
• Case management
• Agreements
• Solution management
• Security

For an optimal learning experience, the CRM Fundamentals course is suggested as a prerequisite.

Learn To:

• Set up HelpDesk for Human Resources business units
• Manage Solutions and Solution Advisor
• Manage personnel changes
• Set up PeopleSoft HelpDesk for Human Resources
• Automate HelpDesk for Human Resources

This course is also available as a LIVE Virtual Class. A Live Virtual Class (LVC) is exclusively for registered students; unregistered individuals may not view an LVC at any time. Registered students must view the class from the country listed in the registration form. Unauthorized recording, copying, or transmission of LVC content may not be made.

This training may be available onsite; please contact us if you are interested.

Audience

• Functional Implementer
• Technical Administrator

Skills Gained

• Describe HelpDesk for Human Resources at Run time
• Set Up HelpDesk for Human Resources
• Describe Case Management at Run Time
• Manage Solutions and Solution Advisor
• Automate HelpDesk for Human Resources
• Manage personnel changes
• Identify and set up security features for HelpDesk for Human Resources

Course Outline

Managing Worker Information

• Describe workers
• Synchronize CRM and HCM worker data
• Secure sensitive worker data
• Set up workers
• Set up provider groups

Setting Up Business Units

• Describe HelpDesk for Human Resources business units
• Create HelpDesk for Human Resources business units

Configuring the Case Page

• Describe the case page display and behavior options
• Configure the case page to suit your organization's needs

Setting Up the 360-Degree View

• Describe the 360-degree view
• Set up the 360-degree view

Setting Up Prompt Tables

• Set up basic prompt tables
• Set up competency-related prompt tables
• Set up quick codes
• Set up relationship types

Setting Up the Assignment Engine

• Describe the assignment engine
• Define assignment options for business units
• Maintain worker and group assignment data
• Set up assignment engine weighting factors

Setting Up Links to Human Resources Pages

• Access human resources pages from a case
• Set up portal content references
• Set up links and link categories
• Update link groups

Setting Up Agreements

• Describe Service Level Agreements
• Create Service Level Agreements
• Apply Service Level Agreements to a case

Managing Solutions

• Describe solution management
• Set up solution management
• Create and maintain solutions
• Apply solutions to a case

Setting Up Solution Advisor

• Identify elements of the solution infrastructure
• Build the search collection

Managing Cases

• Describe the case management process
• Use the case search component
• Identify elements on the Case component
• Manage secure cases
• Describe call center reports and charts

Working on Cases

• Add notes and attachments to a case
• Track case history
• Manage related cases
• Identify interested parties
• Relate actions to a case

Setting Up Active Analytics Framework and Automating Operations

• Describe how to use Active Analytics Framework (AAF) to automate and standardize help desk operations
• Describe the actions and triggers that make up the delivered policies
• Activate delivered policies
• Create a policy that automatically executes case management actions

Working with Configuration Tools

• Describe standard navigation page personalization
• Describe pagelet configuration
• Describe search page configuration

Setting Up Self-Service

• Describe self-service features and security
• Use self-service pages
• Describe live chat
• Enable chat
• Configure business units for self-service
• Configure the self-service interface

Reviewing Security Features