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: bruce.stanley@apexit.com

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

Email

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 bryan.hinz@apexit.com