eService-Portal - de-adp.com...eService-Portal – User Manual 4 Log in and out There are 2 different ways to reach the ADP eService portal, but they do not differ in terms of functionality

eService-Portal USER MANUAL – RELEASE JULY 2021

eService-Portal – User Manual

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Inhalt General Information about the eService-Portal ............................................................................................ 2

Authorizations ......................................................................................................................................................... 3

Log in and out ........................................................................................................................................................... 4

Login via ADP World (SSO-Access) .............................................................................................................. 5

Login via a separate URL with separate Login credentials (non-SSO) .............................................. 7

Logout from the eService-Portal ................................................................................................................... 8

eService-Portal-Landing Page ......................................................................................................................... 10

Main Tab „Service Request“ .............................................................................................................................. 12

Subview „My Service Requests“ ................................................................................................................ 12

Subview „My Watchlist SRs“ ...................................................................................................................... 13

Subview „All My Products SRs“ .................................................................................................................. 14

Search for service requests and navigation in the list views ............................................................ 15

The Main Tab „Service Information“ ............................................................................................................... 19

The Main Tab „Dashboard“ ................................................................................................................................. 20

The Main Tab „Links“ – Not relevant for ADP Deutschland..................................................................... 21

The Main Tab „User Profile“ .............................................................................................................................. 22

Editing the user profile - dates and times ................................................................................................ 22

Service Request-Management ......................................................................................................................... 23

Create a Service Request ............................................................................................................................. 23

Service Request Detail View ....................................................................................................................... 31

Service request status and their meaning ............................................................................................... 33

Service Request-Communication ............................................................................................................... 33

Watchlist ........................................................................................................................................................... 35

Resolved Service Requests – Approve/Resend to ADP ....................................................................... 36

eMail-Notifier ................................................................................................................................................... 37

eService-Chat-Function (initially only certain service levels / customer areas) ............................. 39

eService-User / User request ........................................................................................................................... 42

eService-Videos ................................................................................................................................................... 44


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General Information about the eService-Portal This user manual gives you an overview of the functionalities of the ADP eService portal. The eService portal is a secure web-based application with which you can view and create service requests (also called tickets or cases and abbreviated with “SR”) in our customer relationship management system (CRM) at any time. At the same time, the application offers you to view your relevant customer information. All communication relating to a process is summarized within an SR and can be viewed by you and the co-users you have approved. Service requests are based on products / services that you have purchased from ADP. eService users can have different authorizations, which we present here.


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Authorizations The eService portal and its authorizations are simple and only differ in one point: Which service requests can an eService user see and which not? A distinction is made between a "basic" and a "super" authorization. Regardless of the authorization, the views in the eService are the same and, depending on the product / service, can also be configured individually on request by the ADP. eService users with basic authorization for a product / service will only see the SRs created by them or encrypted on their contact with the respective product / service. However, it is possible to enter these users as “watchers” in relation to individual SRs, so that they can then also see and edit these SRs. More on this in the chapter "My Watchlist Watchers SR". eService-User mit einer Super-Berechtigun zu einem Produkt/Service sehen alle SRs, welche mit diesem Produkt in Zusammenhang stehen. Dies ist unabhängig davon wer diese SR erstellt oder welcher Kundenkontakt an dieser SR hinterlegt ist.

If you want to change the authorizations of individual eService users in your company, create a service request with the category "System / Access" and the subcategory "User Management".


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Log in and out There are 2 different ways to reach the ADP eService portal, but they do not differ in terms of functionality and scope. It should be noted that only one of these ways has been set up for you and you therefore do not have the other access option. Customer contacts have either single sign-on access (SSO) via "ADP World" or non-single sign-on access (non-SSO) via a separate URL. Please note that these two types of access only apply to local customers. Customers who are in the international "Streamline" or "GlobalView" service receive their access data and access options from the respective organizations. You can clearly differentiate between the access options. However, the functionalities in the eService portal are not.


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Login via ADP World (SSO-Access) You can access the eService portal through your ADP world. With this type of access, you can also remove the ADP world by logging into the eService portal. To have access to the eService portal, you have to log in to the ADP World portal:

- Please use this hyperlink to get to the ADP World: https://www.adpworld.de - In the login screen please type in your specific credentials: Company-ID (1), Login name

(2) and your password (3) and click on the button “Anmelden” (4).

You can reach the eService portal in several ways via the ADP World. First of all, directly on the main page, from where you can access the page directly via a link (1). You also have the option of selecting "Autostart" (2) to automatically open the eService portal when logging into ADP World. If you are in ADP World, you can access the eService portal at any time under the menu item "Support" (3) and there under the submenu item "ADP eService" (4).

https://www.adpworld.de/


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Depending on your choise of the language in the ADP world the eService-Portal will use the same language. You can change this in the ADP World in the „Administration“ menu → „Profile“. A new Browser tab will open and you’ll get on the landing page of the eService-Portal.


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If the view didn’t look like in the screenshot above, please consider the following steps:

- Please let the browser try to load till the loading clock disappears - Force the browser to load the page again by pressing the key „F5“ or the key

combination „STRG+F5“ - The page loads again, which takes around one minute. Please let the browser load till the

end. Login via a separate URL with separate Login credentials (non-SSO)

For logging into the eService-Portal please do the following steps:

- Please use the following hyperlink to get to the language specific URL: https://serviceportal.adp.com/eservice_deu/ (German Version) https://serviceportal.adp.com/eservice_enu/ (Englisch Version)

- In the login screen you can type in your individual login name (1) and your password (2). Clicking the button „Anmelden“ will start the login.

https://serviceportal.adp.com/eservice_deu/

https://serviceportal.adp.com/eservice_enu/


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After the login the landing page of the eService-Portal appears:

If the view didn’t look like in the screenshot above, please consider the following steps:

- Please let the browser try to load till the loading clock disappears - Force the browser to load the page again by pressing the key „F5“ or the key

combination „STRG+F5“ - The page loads again, which takes around one minute. Please let the browser load till the

end. Logout from the eService-Portal After finishing your tasks/requests in the eService-Portal you should logout from the eService Portal. You can logout from the portal while you are cklicking on the arrow beside your name and then clicking on „Logout“ (2):


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Irresepective the LogOut procedure there is an auto-logout due to security reasons after 60 min of inactivity.


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eService-Portal-Landing Page The homepage of the eService portal is the first thing you see after logging in. The main tabs of the eService portal can be seen here, which give you access to the views:

- Service Request (1) - Dashboard (2) - Service Information (3) - Links (4)

In the upper area there is a bar, which is always available regardless of the view and thus offers you quick access to the creation of a new Service Request (1) or to your SR drafts (2). The bell also shows the number of SRs that an action on your part is required (3). The same indicator also shows the display in the "Service Request" tab (3). In the right area there is a search option for training videos (4) and access to your user profile and logout (5):


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Clicking on the respective tab will take you to the main view of the tab, in which further subviews are available. The main tabs are then converted into a side menu. With a click on the ADP logo on the top right (1) you can return to the start view of the eService portal at any time:


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Main Tab „Service Request“ The Service Request tab is the central tab in which your processes, service requests, etc. are located. Please not, that only active SRs and SR which are closed/canceled less than 2 years will be shown in these views. There are several views available here, which should allow a focused view of certain service requests. These subviews serve as filters that reduce the total number of service requests from your company to the aspect to be considered. These include the subviews:

- My Service Requests (1) - My Watchlist SRs (2) - All My Products SRs (3)

The standard view when you select the main tab "Service request" is the subview "My service requests". Subview „My Service Requests“ This subview filters the total amount of SRs visible to you to those that are encoded on your contact / name. You will not find any service inquiries that are keyed to other colleagues. The view is divided into a visualization of the service requests and their status (1), a filtering according to active and inactive service requests (2), a filtering according to service requests with pending customer actions (3). The filtered service inquiries (4) are then in the lower area.


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Subview „My Watchlist SRs“ Each customer service request has a contact who acts as the contact person for the ADP in this service request. This SR contact is the customer owner of this service request. On the customer side, other contacts as so-called SR observers can be entered or registered on a case-by-case basis. This view lists all service requests in which your user is entered as an observer and is therefore a watcher. Active and inactive service requests are offered in this view.


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Subview „All My Products SRs“ This subview serves you all service requests that are visible to your user, related to the products assigned to you. In the basic settings of this view, you are offered a consolidated view across all products. Depending on the authorization for the respective product, you will not only see your own service requests, but also those of your colleagues. The prerequisite for this is that you are in the "Super" relationship with the respective product (see chapter "Authorizations"). The filter functions for active / inactive service requests (1) and also for individual products (2) are also available here.


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Search for service requests and navigation in the list views A quick search (1) and a detailed search query (2) are available in all service request views, in which you can find service requests in the respective view.


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The quick search is simple and uncomplicated: First you select the search criterion in the "Search by" field (1) and enter the value you are looking for in the search field (2).

The same search criteria as the column headings of the list view are available. The values in the selected column are then searched accordingly.


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The search query is a more detailed search for the content of the respective view, in which you can even combine search criteria. Clicking on "Query" (1) expands the view by a search mask in which several search fields are available. All of these fields are designed as an AND search query. So you can e.g. search for service inquiries that were created from the creation date between 01.01.2020 and 29.02.2020 (2) AND have the status "In progress" (3). Click on "Apply" (4) to carry out the search:

The search mask is minimized and the search results are displayed as a list (1). The search criteria are shown again at the top (2):

By deleting the individual search criteria (click x) you can undo the search step by step. The navigation in list views is designed as page navigation. These pages each have a small number of displayed data records, which can be expanded using the arrow keys (1). Lists can therefore display multiple records. If you still want to scroll between the pages, navigation arrows are available in the list views (2):


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If many data records are displayed in a view and you want to know the total number, the "Get Count" function is available. By clicking on this button (1) the system counts the total number of data records of this search result (2):


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The Main Tab „Service Information“ The "Service Information" tab shows you the company accounts associated with your contact and their services for which you can create service requests and view them depending on the authorization. This view is rather static in nature and is supplemented with additional information in the different countries of the ADP. The view is structured in such a way that you can select a company account (1) in the upper area and then view the account related the information in the lower areas.

The "Products" area (2) shows the products / services assigned to this company account. These are also offered to your user when creating a service request. The "Schedule Horus" area (3) is not yet in use in Germany. The "Forms" area (4) provides general forms that can be made available to you regardless of your service requests. This can e.g. User requests etc.


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The Main Tab „Dashboard“ The "Dashboard" tab provides you a detailed and graphically aggregated view of your service requests. The "Active SRs Age Metrics" view (1) shows you the service requests created in the previous month and their age structure. The age structure refers to the time when the service requests were on the ADP side. With a click on the respective color values of the visualization, the relation to the total number of service requests can be displayed in%. With another click, the service requests viewed are displayed in a list. The “# of SRs” view shows the relation between Created vs. Closed service requests (2). The "# of SRs pending with Client and ADP" view shows the number of service requests that were pending at the end of each month either on the ADP side or on the customer side (3). The "First contact resolution (%)" view shows the relative key figure of how many of the service requests were solved directly with the first message to the customer (4). In the left area, the views can be filtered according to the company account, the products / services, the priority, the assignment of the request and the duration (5).


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The Main Tab „Links“ – Not relevant for ADP Deutschland The "Links" tab provides you with an overview in which general links to external pages and ADP applications are provided. This is mainly relevant for countries that do not have a central portal such as make the ADP World available. This is therefore not relevant for ADP Germany, since all relevant links to other programs etc. are provided via ADP World.


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The Main Tab „User Profile“ The "User Profile" tab gives you an overview of the information stored for your user / contact. In addition to the first (1) and last name (2), the job title (3) stored in the CRM system, your telephone number (4), an internal user ID (5), your main email address (6) and one If necessary, alternative email address (7) and the language (8) stored for your contact in the CRM system, the time zone translation (9) and the date format (10) are particularly important for the time and date formats displayed in eService. You can also change certain data. To do this, click on the "Edit" button (11):

Editing the user profile - dates and times Most of the data in your user profile can only be edited by ADP employees. This includes the user ID, the email address, the second email and the spoken languages. First and last name, job title / position, telephone number, time zone translation and date format can be edited / changed by the eService user. Especially the time zone translation and the date format are essential for the correct presentation of the information in eService. If you see times that are not comprehensible for you, please check the time zone conversion, as the times in eService are central server times and can then differ significantly without conversion. After you have made the changes, these changes must be saved by clicking on "Save".


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Service Request-Management Create a Service Request There are several ways to initiate a new service request (SR). In general, there is a so-called quick link "Create service request" in the upper area of every view (1). Alternatively, if you are in the "Service request" main tab, you can move the mouse pointer over the tab without clicking (2) and then click the "Create service request" entry in the context menu that then opens (3).

The SR creation mask opens, containing all the mandatory fields marked with a red asterisk for creating an SR. It is important that you work strictly in the order in which they are created, since subsequent fields depend on the input before. These fields are not free text fields, but you select values from the information. To do this, you must click the drop-down arrows or the magnifying glasses in the fields. You will only see the products / values assigned to you here, so that the following documentation provides a general overview of the services offered. As a customer, you see less than shown in the documentation here:


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Go through it step by step, left to right, like reading a book. In the "Product Category" field, select (1). Depending on which products you have been assigned at ADP, you can choose between the values "Payroll management" and "HR management". Depending on which value you have selected, you can select the service / product in the "Product name" field (2) by clicking on the magnifying glass. You can choose from the following values (this depends on which services you have with the ADP):

- ADP AdvancedPay: The service product for the HR accounting system PAISY including modules / components and ADP report etc.

- ADP SmartPay: The service product for the HR accounting system LOGA including all modules / components

- ADP EasyPay: The service product for the HR accounting system EDLOHN including all modules / components.

- ADP ProfessionalPay: The service product for the HR accounting system EDLOHN for tax consultants, including all modules / components

- ADP GlobalView local: The service product for the HR accounting system SAP including all modules / components

- ADP Travel: The service product for the travel expense accounting system TRAVEL including all modules / components.

- ADP iHCM: The service product for the HR management system IHCM including all modules / components.

- ADP Dokumentenmanager: The service product for the archive system ADP archive including all modules / components.


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- ADP HR Cost Planning / EVE / HR Dashboards: The service product for the personnel cost and planning system ADP Plan including all modules / components.

The "Account" field (3) is a field that you can only influence by selecting the product. Each product is attached to an invoice account and thus the invoice account of the product is entered by the system itself. The "Priority" field (4) allows you to classify the service request you have created according to the urgency. The following options are available:

Priorität Beispiele für die Verwendung Priorität 1 – Critical very urgent, disruptions that prevent payroll processing, for example:

- Real time processing is imminent (on the same day), there is a technical risk

- Payouts are not possible (affects a large part of the population) - Program abort at system level, e.g. due to data errors - It is not possible to enter transaction and master data, billing is imminent

(on the same day) - Security incidents, such as the delivery of confidential documents to the

wrong contact Priorität 2 – high - Faulty transfer of time management data

- System logons in iHCM not possible - System failure iHCM - There is a technical risk of billing and is imminent within the next two

days Priorität 3 – medium - Real Payroll processing or test processingin more than 3 days at risk

- Problems with DUEV - Problems registering ADP World - Errors / problems with HR modules - EEL reports, paying agents, ZVK

Priorität 4 – low - Change Requests, e.g. new wage tables, new LA, new reports - Adjustments to existing parameterizations, e.g. at LA, reports

The "Query Classification" (5) is preselected by the system after the selection of the product. There the value "employer" should appear after the selection of the product (2). The "Category" (6) and the "Sub-category" (7) depend on the previously selected product. Depending on which product you have selected, you will only be offered the product-specific categories and, after selecting the category, only the product- and category-specific subcategories. The selection of the product, in combination with the category / subcategory determines where the SR is headed within the ADP. The following combinations are possible and have corresponding meanings:


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Category Sub-Category Examples of the use of the combainations Payroll Payroll calculation Questions about wage and salary calculation

The method of data calculation (questions about wage and salary calculation) Rate tables and Wage types List controls and configurations Questions about archiving the billing data

Payroll Commit/Approve Billing releases and confirmations to ADP Payroll Submit data Problems with data delivery to ADP Payroll Imports Imports to be carried out by ADP

Questions and problems about data imports Payroll Payroll set-up Setup topics and questions

Request for new clients and / or payroll areas Payroll Employee Self Service Topics around the ADP archive solution and the ADP

Document Manager User topics Inquiries about ePayslip

Payroll Output Billing Reports accounting documents payment files

Payroll Legislation/Compliance/Tax

Topics for social security reporting, eg DEUEV, EEL and AAG, BNW ELSTER topics and payroll tax returns Topics related to the UV process Structure of Earnings Survey

Payroll Pensions/Benefits Billing of pensioners and pensioners Special topics such as BAV, ATZ, ZVK


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Category Sub-Category Examples of the use of the combainations HR/HCM Leave & Absence - Questions and topics concerning the management

of absences (attendance and absences) HR/HCM Time & Attendance - topics on time management

- Calculation and establishment of time management - Setup and parameterization of time types

HR/HCM Travel & Expenses - Questions and topics about ADP Travel - All about travel expenses (even without ADP

Travel) HR/HCM Recruitment - Applicant Management topics HR/HCM Onboarding - iHCM Onboarding HR/HCM Organisation - topics around organization and establishment plan HR/HCM Fleet Management

- Travel / travel expenses - travel expenses and calculation

HR/HCM Performance Management - iHCM Performance Management HR/HCM Learning admin/training - Topics for seminar management and Human

Resources Development HR/HCM Data Cloud (reports) - iHCM Data Cloud HR/HCM Doc Cloud (employee file

mgmt) - iHCM Doc Cloud

HR/HCM Self Service - General topics about the HCM services of ADP HR/HCM Forms/Web application - iHCM Forms/Web application HR/HCM Reports - Questions, requirements and topics about reports,

evaluations, reports, scouts etc. HR/HCM Leave & Absence - Questions and topics concerning the management

of absences (attendance and absences) HR/HCM Time & Attendance - topics on time management

- Calculation and establishment of time management - Setup and parameterization of time types

HR/HCM Travel & Expenses - Questions and topics about ADP Travel - All about travel expenses (even without ADP

Travel)


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Category Sub-Category Examples of the use of the combainations System Issue - Technical questions and requirements

- Technical problems System Access - Setting up new users for ADP services

- Changes to existing users - Disable and delete users - User management topics - Setting up, changing or deleting user groups


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Category Sub-Category Examples of the use of the combainations General / Account Contract Management - Everything about your contract with ADP

- modification of contract data, such as Company addresses

- compliance issues General / Account Quote/upgrade request - If you need an offer for a service or product from

ADP, then please select this subcategory. General / Account Training request - You need training or training, remotely or on-site as

a workshop General / Account Invoice/Credit note - Questions about the bill

- Billing Complaints


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Category Sub-Category Examples of the use of the combainations Account Purge On Demand - Request to delete an account / company Account Purge On Schedule - Planned deletion of an account / company Employee Purge On Demand - Request for deletion of an employee / a personnel

case Employee Purge On Schedule - Planned deletion of an employee / a personnel case


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The "Summary" (8) serves you and the ADP as the title of the service request / process. Please follow the principle "as detailed as possible and as short as necessary". There are max. 200 characters available. The "Description" (9) is the core of the request. Here you can describe your request or your challenge etc. in great detail. Please note that the ADP employees need a description as precise and detailed as possible so that as few questions as possible have to be asked and thus the processing time is minimized. Neither files, screenshot etc. can be attached in this field. This field is a pure text field. The buttons in the lower area (10) are important when completing the creation:

- "Submit" creates the service request directly and you go directly to the detailed view of the service request.

- "Submit & upload attachment" creates the service request directly, you go directly to the details of the service request and can then upload files, images etc.

- "Cancel" cancels the process. All selected and registered information will be lost. - "Save as draft" does not initially create a service request but saves it under "My SR

Drafts". The ADP cannot view these drafts and is not informed about them. The saved drafts can be further edited in the quick link "My Drafts SRs" (11).

Service Request Detail View After creating a service request or by clicking on a service request number, you will be taken to the detailed view of a service request. This view contains all of the service request information relevant to this process. In the upper section, the more static information such as the service request number (1), the current priority (2), which can only be changed by the ADP after creation, the status (3), the creation date (4) and the completion date (5 ) with closed service requests. The classification section (6) shows the associated product with the product category, the SR classification and also the customer's SR contact. The "Service request details" (7) contains the summary and also the description of the service request. The “Comments” area (8) is made up of customer and ADP communication through eService comments on this SR. The situation is similar with the "Attachments" (9), which summarizes the files on this SR. The "SR Observer" area (10) lists the customer's observers of this SR.


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The two tabs "Comments, Attechments, Watchlist" (11) and "Status History" (12) allow you to switch to the respective views. The "status history" shows the chronologically sorted change of the status of the service request with date, time and the source of the change. The entries marked with "Siebel Administrator" are system entries that are created by automation:


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Service request status and their meaning The "Status" (3) is an essential factor when processing a service request. This determines whether the ADP or the customer side is on the train and thus "actions required". The status and meaning are as follows:

Status Customer Action Required?

Meaning

In Progress No This service request is now on the ADP page and will be distributed accordingly. As soon as an employee starts to process this service request, you will receive an email notification.

Pending Requestor

Yes This service request is not processed by the ADP because certain information is required from the customer. This status means for you a call for action to look through the SR and to react to the comments or attachments. When changing to this status, you will receive an email notifier as an SR contact (and all observers).

On Hold (with Substatus „Future Delivery“ or „Future Enhancement“)

No This status is an ADP-side status, which is used if all information is available from the customer, but it is implemented at a later point in time (scheduled implementation) or the issue is under development (in development).

Quoted (not used in Germany)

Yes This status shows service requests with an offer.

Resolved Yes This service request has been resolved by ADP and is waiting for your acceptance. Resolved service requests are automatically closed after 10 working days without acceptance.

Closed No This process has been completed and can no longer be opened. If the problem repeats, please open a new SR and refer to the old SR in this SR using the SR number in the description.

Canceled No This service request was either canceled due to an incorrect creation, the cancellation by the customer or in the event of duplications.

Service Request-Communication All written communication between the ADP and the customer takes place via so-called eService comments and attachments in service requests. To send an eService comment with max. To create 2000 characters click on the Icon in the comment area of the service request detail view. The input window that appears gives you the opportunity to write the comment. By clicking on "Add", the comment on the service request is created and the processor is informed:


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By clicking on the Icon in the "Attachments" section opens the upload window for attachments. Please note the information for file names, sizes and extensions (1). You can even use drag & drop to prepare several files from your desktop for storage (2) for upload. Alternatively, you can click on "Browse" (3) to call up a normal selection window on your desktop and select the files. You can see files prepared for upload in the lower area (4). There are also individual comment fields available for each file to explicitly record information related to the individual file. The symbol can remove it before the upload, if you accidentally prepared the wrong file for the upload. By clicking on "Save" (5), the prepared files are uploaded and visible in the service request after a final message. The ADP agent will be informed about this upload:


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Watchlist As a customer contact, you can add your colleagues, who can also generate service requests for the same products, as observers into existing service requests. This means that these observers receive the same notifications as you as the main contact for this service request. In the SR Observer section, you can click on the symbol (1) to call up all other eService users who are attached to the same product as the current service request. Select the data record (2) and click on "Ok" (3). This will add the other eService user as an observer. The observer can also be removed by clicking on the data record and the symbol (4). If you cannot find a colleague in the list, the following reasons may exist:

- The colleague does not have an eService user - The colleague is not attached to the same product that the service request is assigned

to. At the same time, you can register yourself as an observer / persecutor on a SR you can see. For this purpose, there is a "Follow" button at the top left under the SR #, which you can press.


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Resolved Service Requests – Approve/Resend to ADP Service requests that have been set to “resolved” (1) by the ADP and accordingly contain a solution as an eService comment in the respective service request can either be accepted by the customer contact by clicking on “Approve” (2) and then closed, or If the solution is not accepted, "Resedn to ADP" (3) can be sent. In the latter case, the customer contact must then make a comment, the status of the service request is automatically reset to "In progress" and the processor is informed.


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eMail-Notifier Each service request is linked to a service request main contact, which receives an email notifier as proactive information in the event of certain events. These are event-related, which an action on the SR is supposed to cause. SR watchers are to be equated here with a main contact. As soon as a member of staff registers as a SR watcher or has been entered as SR watcher by the SR main contact, the SR watcher receives the same notifier as the main contact. The only difference is that the SR main contact is in the “To” address line and the SR watcher in “CC”. Here you can find the different events and whether a notifier occurs on the customer side:

Ereignis Notifier ja/nein Customer creates a service request in eService No notifier -

The SR main contact and, if necessary, the SR watchers recognize in the eService itself that the SR was successfully created

ADP creates a service request in the customer name Notifier - The SR main contact and, if applicable, the SR watchers are informed that a service request has been created on their behalf. This happens only at the first change to the status “In Progress”.

ADP puts the service request in the status "In progress" OR "In progress internal"

Notifier - The SR main contact and, if applicable, the SR watchers will be informed of the processing / forwarding to a specialist group


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ADP puts the service request in the status "Pending requestor"

Notifier - The SR main contact and, if applicable, the SR watchers receive a notifier that an action on their part is required.

ADP creates an eService comment or attachment in the service request

No notifier - The SR main contact and, if applicable, the SR watchers do not receive a notifier for this. If the comment and / or the attachment requires an action, this process is carried out together with the status change “Pending requestor” or “resolved”.

ADP sets the status of the SR to "quoted" Notifier - The SR main contact and, if applicable, the SR watchers receive a notifier that an action on their part is required.

ADP sets the status of the SR to "resolved" Notifier - The SR main contact and, if applicable, the SR watchers receive a notifier that the service request must be approved. In eService, the SR main contact nd, if applicable, the SR watchers can accept the solution by "accepting" and thus close the SR directly. By clicking on "Back to ADP" the solution is rejected, a comment is requested from the customer and the status of the SR is reset to "In progress".

ADP sets the status of the SR to "closed" or "canceled" Notifier - The SR main contact and, if applicable, the SR watchers receive a notifier that the umpire has been closed or canceled.


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eService-Chat-Function (initially only certain service levels / customer areas) With the introduction of a new omnichannel application within the ADP, new functions will also be found in eService in the next few months. As one of the first functions, certain customer areas / service levels (all Application Service / Processing Service customers) are now available with chat functionality. You can tell whether you have been activated for chat as an eService user and thus belong to the customer group by the chat buttons in the eService portal. Chat button 1 is only visible at the eService Hompage. Chat button 2 & 3 are accessible from all other views:

Clicking this button opens the chat window within the eService portal. In this chat window, the products known from eService are given to you for selection. Unlike in the following screenshot, only the service products assigned to you are shown. By choosing the right service product, you ensure that you will also reach the right contact person for this service product. Further information on the service products can be found in the chapter "Creating a service request" in this manual:


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After selecting the service product, you will be asked to describe your request in a concrete and compact sentence (first request). Warning, please do not provide sensitive personal information such as banking or medical information unless you are specifically asked to do so (1). Then enter your message in the input area (2):


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After sending the so-called “first question”, a service request is created in parallel to the chat, which contains the chat content between you and the ADP employee as an attachment in the form of a TXT file after the chat. Please note that you should use the eService comment function for inquiries about existing service requests, otherwise a new process / service request will only be opened for the request when using the chat function. Each time the ADP sends a message, a tone is played to alert you to a new message. If you want to switch off this sound, you can do this by clicking on the sound symbol (1). You can then use the X symbol to end the chat after you have confirmed it again (2). This icon is available to minimize the chat window (3).

Please note that you will also receive the notifications you are familiar with for the service request generated by the chat.


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eService-User / User request New eService users can be requested via the ADP World user application. Please choose the "online support / eService" area. If you are a new customer, please send the completed ADP World form to the responsible project manager. If you have access to ADP World, please fill out the ADP World form completely and send it to ADP via ADP World using secure data transfer (eService). No signature or stamp is required for transmission via ADP-World and eService. If you want to submit the form by another, non-secure method, a stamp and signature of an employee who is authorized to sign is mandatory.


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If you want to create an eService user for a new employee, create a service request in eService and attach the completed form.


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eService-Videos The contents of this manual is further deepened in a video tutorial. This can be reached on the Internet at https://www.de-adp.com/_local/adp-world/eService-Videos/2020_03_eService_enu.mp4.

https://www.de-adp.com/_local/adp-world/eService-Videos/2020_03_eService_enu.mp4

https://www.de-adp.com/_local/adp-world/eService-Videos/2020_03_eService_enu.mp4

Documents

eService-Portal - de-adp.com...eService-Portal – User Manual 4 Log in and out There are 2 different ways to reach the ADP eService portal, but they do not differ in terms of functionality