PeopleSoft CRM HelpDesk for Human Resources Training

PeopleSoft CRM HelpDesk for Human Resources Training


PeopleSoft CRM HelpDesk for Human Resources Training Course Description

This PeopleSoft HelpDesk for Human Resources training focuses on the implementation of the PeopleSoft HelpDesk for Human Resources application. Expert Oracle University instructors will help you deep dive into business processes for HelpDesk for Human Resources, while teaching implementers how to set up and administer the application.

PeopleSoft CRM HelpDesk for Human Resources TrainingRelated Courses:

Duration: 4 days


Basic understanding of PeopleSoft HCM application
PeopleSoft application fundamentals (e.g. navigation)
Basic PeopleSoft administration (roles, permissions, etc.)

Customize It:

With onsite Training, courses can be scheduled on a date that is convenient for you, and because they can be scheduled at your location, you don’t incur travel costs and students won’t be away from home. Onsite classes can also be tailored to meet your needs. You might shorten a 5-day class into a 3-day class, or combine portions of several related courses into a single course, or have the instructor vary the emphasis of topics depending on your staff’s and site’s requirements.

Audience / Target Group:

Functional Implementer
Technical Administrator
Technical Consultant

What You Will Learn:

Set up HelpDesk for Human Resources business units.
Set up PeopleSoft HelpDesk for Human Resources.
Automate HelpDesk for Human Resources.
Use the 360-Degree View to see HR data.
Manage Solutions and Solution Advisor.
Set up Active Analytics Framework (AAF) policies to automate actions and specify the look and feel of cases using display templates.

Skills Gained:

Automate HelpDesk for Human Resources
Manage personnel changes
Identify and set up security features for HelpDesk for Human Resources
Describe HelpDesk for Human Resources Functionality
Set Up HelpDesk for Human Resources
Describe Case Management Functionality
Manage Solutions and Solution Advisor

Course Content:

Managing Worker Information

Describing workers
Synchronizing CRM and HCM worker data
Securing sensitive worker data
Setting up workers
Setting up and use worklists
Setting up provider groups

Setting up Business Units

Describing HelpDesk for Human Resources business units
Creating HelpDesk for Human Resources business units

Configuring the Case Page

Describing the case page display and behavior options
Configuring the case page to suit your organization's needs

Setting Up the 360-Degree View

Describing the 360-degree view
Setting up the 360-degree view

Setting Up Prompt Tables

Setting up basic prompt tables
Setting up competency-related prompt tables
Setting up quick codes
Setting up relationship types

Setting Up the Assignment Engine

Describing the assignment engine
Defining assignment options for business units
Maintaining worker and group assignment data
Setting up assignment engine weighting factors

Setting Up Links to Human Resources Pages

Accessing human resources pages from a case
Setting up portal content references
Setting up links and link categories
Setting up link groups

Setting Up Agreements

Describing Service Level Agreements
Creating Service Level Agreements
Applying Service Level Agreements to a case

Managing Solutions

Describing solution management
Setting up solution management
Creating and maintaining solutions
Applying solutions to a case

Setting Up Solution Advisor

Identifying elements of the solution infrastructure
Building the search collection

Creating and Searching for Cases

Describing the case management process
Using the case search component
Creating a new case
Managing secure cases
Managing global and duplicate cases
Describing call center reports and charts

Working on Cases

Adding solutions to a case
Reviewing case summary information
Adding notes and attachments to a case
Managing case tasks
Tracking case history
Managing related cases
Identifying interested parties
Relating actions to cases

Automating Operations with Active Analytics Framework (AAF)

Describing how to use Active Analytics Framework (AAF) to automate and standardize help desk operations
Activating a delivered policy
Automating workflow using Active Analytics Framework

Working with Configuration Tools

Describing standard navigation pages
Describing launch page configuration
Describing role-specific navigation pages
Displaying pagelets
Personalizing navigation pages
Describing search page configuration

Setting Up Self-Service

Describing self-service features and security
Using self-service pages
Describing live chat
Configuring business units for self-service
Defining reasons for closing and reopening cases
Configuring the self-service interface

Reviewing Security Features

Describing HelpDesk for Human Resources security

Request More Information

Time Frame: 0-3 Months4-12 Months

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