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PeopleSoft HR Help Desk: Product Overview and Implementation Best Practices:
A Presentation for the Norcal OAUG January Training Day January 17, 2008
Who We Are
Apex IT is a national systems integrator and consultancy with expertise in both Customer Relationship Management and Enterprise Resource Planning
An Oracle Certified Advantage Partner, Apex IT supports the core platforms of the Oracle Applications Family
Those platforms include:
PeopleSoft Enterprise
Oracle E-Business Suite
Siebel Enterprise and Siebel On Demand
Apex IT is a full service consultancy – our service offering addresses the entire application implementation continuum - everything from strategy development and implementation, to change management and post-implementation managed services
Our service offering also includes custom development capabilities
Bruce Stanley– Senior Consultant ─ Experienced PeopleSoft Help Desk implementation consultant based
in Northern California
─ Subject Matter Expertise in all PeopleSoft Call Center Automation products: IT Help Desk, HR Help Desk and Support
─ Strong technical and functional acumen
─ Contact information: [email protected]
Today’s Presenters
Item #1: Overview of key HR organizational and HR Help Desk challenges
Item #2: A detailed review of key PeopleSoft HR Help Desk functions and their benefits based on the new 9.0 release
Item #3: Implementation Best Practices Open Discussion
Item #4: Q & A
Today’s Agenda
Agenda Item #1:
- Overview of Key HR Organizational and HR Help Desk Challenges
HR Help Desk Organizational Challenges
Employees default to who they know
Manual processes and spreadsheet call tracking
Inconsistent processes and answers across the organization
Slow resolution time due to lack of centralized knowledge base
Lack of security, accountability and insight
Ineffective use of talented HR resources
Why didn’tmy pay
adjustmentshow up?
How do I change my
beneficiaries? How do Imodify my
withholdings?
Am I eligiblefor 401-Kmatching?
Employees
Can I gonegative in my vacation accrual?
I need to arrange a personalleave of absence
Can you correct my
departmentnumber?
How doI terminate
an employee?
HR Help Desk Goals
Employee Satisfaction How can I enable employees to
resolve their own questions?
How can I improve the operational efficiency of the HR department?
Call Tracking & Management How can I track the number of calls
that are submitted against a specific issue?
How can I ensure a quick and accurate answer to questions?
Visibility / HIPAA Security How can I make sure that only specific
people can see sensitive or secure data?
How can I ensure that personal employee data is secure?
Reduce Costs / Call How can I make sure that my
specialist are not answering basic questions?
What is the best way to route calls to the right person, the first time?
Receive Inquiry
Close Case
Diagnose Issue
Value Throughout the Organization
HR AgentHR AgentHR AgentHR Agent WorkforceWorkforceWorkforceWorkforce ManagementManagementManagementManagement
• Automatic routing
• 360-view
• Faster problem
resolution
• Effective tools
• Knowledge
management
• “One-stop” shopping
• Improved service
levels
• Improved
satisfaction
• Quality answers
• Increased trust
• Centralized
solutions• Leverages
investments• Direct control over:
Service quality Metrics
• Correct deployment
of resources
Understanding PSFT HR HD Value
HR Organizations
Other organizations that could use the Help Desk application:– Risk Management
– Corporate Compliance
– Safety
– Facilities Management
– HRIS
– HRIT
Agenda Item # 2:
- A Detailed Review of Key
- PeopleSoft HR Help Desk Functions and Their Benefits Based on the New 9.0 Release
HR Operations Transactions
The following HCM processes can be supported by PeopleSoft HR Help Desk: Workforce Management – Personal Information and Job data Employee Movement Management Position Management Benefits Administration Compensation Administration Recruitment On-boarding and Off-boarding Payroll Administration Pension Administration Absence Management Records Management Labor Relations Management Training Recognition and Rewards Management Temporary Employment Services Agency (TESA) Seasonal employment
Seasonal employment Wellness Strategic Business Planning Organization Development
and Design HR Client Consultancy
Services Grievance Tracking
PeopleSoft Help Desk Options
HR Help DeskHR Help Desk
360 Degree View of Employee’s HR
Related Data
Action Links into HR
Secured Cases
HR Help DeskHR Help Desk
360 Degree View of Employee’s HR
Related Data
Action Links into HR
Secured Cases
IT Help DeskIT Help Desk
Asset Management
Change Management
Defect/Fix Mgmt
ITIL Certified
IT Help DeskIT Help Desk
Asset Management
Change Management
Defect/Fix Mgmt
ITIL Certified
Customer Customer SupportSupport
Customer Service Focused
Tied into Order Capture for
upsell/cross-sell
Tied into SFA
Customer Customer SupportSupport
Customer Service Focused
Tied into Order Capture for
upsell/cross-sell
Tied into SFA
PSFT HR HD Module Overview
Notes & Attachments
Tasks
Case History
Related Cases
Notes
Libraries
Relates Actions
History
Call/CTI
Self Service
Human Resources
Case Solution
Related Actions
Chat
MCF / Unified Agent Desktop
Employee Self Service
Integrations
PeopleSoft HR HelpDesk
Action Links
360 Degree View of the Employee
Action links right on this page
Can create activities from here
Can be security controlled where different information is displayed depending on who
you are
Pull Info from
External Sources
(like HR)
Make profile
changes
360 Degree View of the Employee Cont.
Can be security controlled where different information is displayed depending on who
you are
Real-Time Integration to PeopleSoft HCM
360 Degree View of the Employee Cont.
Can be security controlled where different information is displayed depending on who
you are
Real-Time Integration to PeopleSoft HCM
360 Degree View of the Employee Cont.
Can be security controlled where different information is displayed depending on who
you are
Real-Time Integration to PeopleSoft HCM
From 360 Degree View, Go to a Case
Quick Codes allow agent to quickly profile a common
issue
Can manually or auto escalate
Log enhancement requests, problems, change requests,
incidents
Auto-Assignment engine
Active Analytics Framework and notify agents of special
conditions
Additional Case Functionality – PeopleSoft HR HD
2
Secure Case flag limits access to the Provider Group
Members of other Provider Groups can see a Case on a search page, but can not open it. The Case description
is also masked for them.
Additional Case Functionality – PeopleSoft HR HD
Through Single-Signon the Agent can go directly to an Employee’s record in
PeopleSoft HCM
Case Action Links are configurable and based on the
Agent’s security
Solutions
Four ways to search for solutions
Can Attempt or Solve
Solution Spidering for Knowledge Management
PeopleSoft can spider file directories and internet/intranet
websites that can be searched through solution advisor
Case Management
Send EmailsWord/PDF Merge and
Send
Case History tracks changes, interactions,
and events
Create Parent/Child relationships
Track Time Remembers where you’ve been
Screen Search
Export this list to Excel and print it out or format it
(online report)
Personalize the columns that you want to see (hide or
freeze), the order, and the sort order. You can show
the HIGH priority cases first
Save your searches.
If you are a manager, you can save a search for each of
your agents or by date
Email Response Management System & PeopleSoft HR HD
Auto-Processing of Emails to Create
Cases, Update Cases, or Perform Other
Actions
PeopleSoft HR Help Desk Self Service
PeopleSoft HR Help Desk Self Service Cont.
Highly Configurable
Case Categorization for Automation
PeopleSoft HR Help Desk Self Service Cont.
Employees Can Search for
Solutions without Creating a Case – or to Solve Their
Own Case
Secured Worker
Key Product Highlights to Keep in Mind
PSFT HR HD Capabilities
• Security, visibility, integration, and built in best practice processes are robust and will protect your key employees privacy and ensure consistent handling of employee issues
• Natural extension to an existing PeopleSoft HR implementation
• PSFT HRHD Self Service is a win-win for your HR department and your employees
Agenda Item #3:
Implementation Best Practices – Let’s Discuss
Agenda Item #4:
Questions & Answers
(Maybe )
Thank You!
For additional information, visit the Apex IT PeopleSoft HR Help Desk Content Library & Knowledge Portal: http://www.apexit.com/hrhelpdeskportal/index.html
Questions? Contact Bryan Hinz at 612.964.5596 or [email protected]