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
Today’s Presenters
 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 Agenda
 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
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’t
my pay
adjustment
show up?
How do I
change my
beneficiaries?
How do I
modify my
withholdings?
Am I eligible
for 401-K
matching?
Employees
Can I go
negative in
my vacation
accrual?
How do
I terminate
an employee?
Can you
correct my
department
number?
I need to
arrange a
personal
leave of
absence
HR Help Desk Goals
Call Tracking & Management
Visibility / HIPAA Security
 How can I track the number of calls
that are submitted against a specific
issue?
 How can I make sure that only specific
people can see sensitive or secure
data?
 How can I ensure a quick and accurate
answer to questions?
 How can I ensure that personal
employee data is secure?
Receive
Inquiry
Reduce Costs / Call
Diagnose
Issue
Close
Case
Employee Satisfaction
 How can I make sure that my
specialist are not answering basic
questions?
 How can I enable employees to
resolve their own questions?
 What is the best way to route calls to
the right person, the first time?
 How can I improve the operational
efficiency of the HR department?
Understanding PSFT HR HD Value
Value Throughout the Organization
HR Agent
Workforce
• Automatic routing
• “One-stop” shopping
• 360-view
• Improved service
• Faster problem
resolution
• Effective tools
• Knowledge
management
levels
• Improved
satisfaction
• Quality answers
• Increased trust
Management
• Centralized solutions
• Leverages
investments
• Direct control over:
Service quality
Metrics
• Correct deployment
of resources
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:

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









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Workforce Management – Personal Information and Job data
Employee Movement Management
Position Management
 Seasonal employment
Benefits Administration
 Wellness
Compensation Administration
 Strategic Business Planning
Recruitment
 Organization Development and
On-boarding and Off-boarding
Design
Payroll Administration
 HR Client Consultancy Services
Pension Administration
 Grievance Tracking
Absence Management
Records Management
Labor Relations Management
Training
Recognition and Rewards Management
Temporary Employment Services Agency (TESA)
Seasonal employment
PeopleSoft Help
Desk Options
HR Help Desk
IT Help Desk
360 Degree View of
Employee’s HR
Related Data
Asset Management
Change Management
Action Links into HR
Defect/Fix Mgmt
Secured Cases
ITIL Certified
Customer
Support
Customer Service
Focused
Tied into Order
Capture for
upsell/cross-sell
Tied into SFA
PSFT HR HD
Module Overview
MCF / Unified Agent Desktop
Call/CTI
Email
PeopleSoft HR HelpDesk
Chat
Case
Employee Self Service
Self Service
Notes
Notes & Attachments
Tasks
Integrations
Human
Resources
Solution
Case History
Related Cases
Related Actions
Action Links
Libraries
Relates Actions
History
360 Degree View of the Employee
Can create activities
from here
Make
profile
changes
Pull Info
from
External
Sources
(like HR)
Action links right on
this page
Can be security controlled where different
information is displayed depending on who
you are
360 Degree View of the Employee Cont.
Real-Time Integration to
PeopleSoft HCM
Can be security controlled where different
information is displayed depending on who
you are
360 Degree View of the Employee Cont.
Real-Time Integration to
PeopleSoft HCM
Can be security controlled where different
information is displayed depending on who
you are
360 Degree View of the Employee Cont.
Real-Time Integration to
PeopleSoft HCM
Can be security controlled where different
information is displayed depending on who
you are
From 360 Degree View, Go to a Case
Quick Codes allow agent to
quickly profile a common
issue
Log enhancement requests,
problems, change requests,
incidents
Auto-Assignment engine
Active Analytics Framework
and notify agents of special
conditions
Can manually or auto
escalate
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
Case Action Links are
configurable and based on the
Agent’s security
Through Single-Signon the Agent can
go directly to an Employee’s record in
PeopleSoft HCM
Solutions
Can Attempt or Solve
Four ways to search for
solutions
Solution Spidering for
Knowledge Management
PeopleSoft can spider file
directories and internet/intranet
websites that can be searched
through solution advisor
Case Management
Send Emails
Track Time
Word/PDF Merge and
Send
Case History tracks
changes, interactions,
and events
Remembers where
you’ve been
Create Parent/Child
relationships
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/ind
ex.html
 Questions? Contact Bryan Hinz at
612.964.5596 or bryan.hinz@apexit.com