Support and HelpDesk Rel 9.1

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Description

This course is for project team members who are implementing the PeopleSoft Support and HelpDesk applications. This course describes the business processes for call center applications and teaches implementers how to set up and administer the system.

By the end of the course you will understand how to configure the case transaction pages and their field labels to reflect the particular usage that make sense for your company. You will also know how to define field values for various prompt tables used by the case transaction. Additionally, you will know how to set up and manage a solution knowledgebase, as well as how to set up service level agreements to define service expectations between y…

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This course is for project team members who are implementing the PeopleSoft Support and HelpDesk applications. This course describes the business processes for call center applications and teaches implementers how to set up and administer the system.

By the end of the course you will understand how to configure the case transaction pages and their field labels to reflect the particular usage that make sense for your company. You will also know how to define field values for various prompt tables used by the case transaction. Additionally, you will know how to set up and manage a solution knowledgebase, as well as how to set up service level agreements to define service expectations between you and your customers. You will also discover how to unleash the power of Active Analytics Framework to automate your business processes. For a full list of additional features covered by this course, please see the detailed topic list for this course description.

Learn To:
  • Automatically assign a case to a provider group and agent based on competencies and other criteria
  • Create Call Center business units and agents
  • Configure the call center case page to your organization's business needs
  • Set up your own status, priority, and other field values for use on the case page
  • Define service level agreements and link them to a case
  • Use a solution knowledge base to let agents and self-service users easily resolve an issue

Audience
  • Functional Implementer
  • Administrator
  • Business Analysts

Course Topics Course Overview
  • Agenda
Call Center Business Process Overview
  • Describing Business Processes for PeopleSoft Support and HelpDesk Applications
  • Describing the Life Cycle of a Case
  • Describing Support and HelpDesk Integrations
Setting Up Call Center Agents
  • Describing Support and Helpdesk Agents
  • Setting Up Support and Helpdesk Agent Information
  • Setting Up Worklists
  • Setting Up Provider Groups
Setting Up Call Center Business Units
  • Describing PeopleSoft Call Center Business Units
  • Specifying Case Options
  • Specifying Display Templates for Cases
  • Specifying Default Values for Cases
Configuring the Case Page
  • Describing How the Case Pages Are Configured
  • Describing Display Templates
Setting Up Prompt Tables
  • Describing Basic Prompt Tables
  • Describing Case Relationship Types
  • Setting Up Competency-Related Prompt Tables
  • Setting Up Quick Codes
  • Using Text Tray
  • Setting Up Case Match Criteria
  • Setting Up and Managing Case Tasks
Setting Up Agreements and Warranties for Support and Helpdesk
  • Describing Service Level Agreements and Warranties
  • Creating Service Level Agreements
  • Applying Service Level Agreements
Managing Solutions
  • Describing Solution Management
  • Setting Up Solution Management
  • Creating and Maintaining Solutions
  • Using Solutions to Resolve Cases
Setting Up the Solution Infrastructure
  • Identifying Elements of the Solution Infrastructure
  • Building the Search Collection
Setting Up the Assignment Engine
  • Describing the Assignment Engine
  • Setting Up Assignment Engine Weighting Factors
  • Defining Assignment Options for Business Units
  • Maintaining Worker and Group Assignment Data
Setting Up Active Analytics Framework
  • Describing Automation Using Active Analytics Framework
  • Describing Delivered Workflow
  • Describing Auto-Invoking for Business Projects
  • Describing Case History Capture Setup
Setting Up Self-Service
  • Describing Self-Service Features and Security
  • Describing the Configuration of Business Units for Self-Service
  • Describing the Reasons for Closing and Reopening Cases in Self-Service
  • Setting Up the Self-Service Interface
Setting Up Change Management (Helpdesk only)
  • Describing Change Management
  • Identifying Elements of the Change Management Component
  • Designing a Phase Template
  • Setting Up Change Management
Course Review
  • Describing PeopleSoft Support and HelpDesk Business Processes
  • Setting Up the Call Center Applications
  • Setting Up Agreements
  • Managing Solutions and the Solution Infrastructure
  • Automating PeopleSoft Support and HelpDesk
  • Setting Up Call Center Applications for Self-Service
  • Setting Up Change Management

Course Objectives
  • Automate Support and HelpDesk Processes with Active Analytics Framework
  • Set up Self-Service
  • Describe PeopleSoft Support and HelpDesk Business Processes
  • Set up the Call Center Application
  • Process Cases
  • Manage Solutions and Solution Advisor
  • Configure the Appearance of the Case page
  • Set up and Use the Assignement Engine
  • Create and use Service Level Agreements
  • Set up the Solution Infrastructure
  • Understand and Use Change Management

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