PeopleSoft - Course Details

HDHRR91 HelpDesk for Human Resources Rel 9.1

PeopleSoft Course Description:
Administrative topics that will be covered in this course include setting up HelpDesk business units, case management, and security features. You will also learn how to set up and use solution management, as well as configure and use the HR Worker 360-Degree View.
PeopleSoft Course Duration:
4 Days Training
PeopleSoft Course Target Audience:
Administrator,Functional Implementer,Technical Administrator,Technical Consultant
PeopleSoft Course Prerequisite:
Basic understanding of PeopleSoft HCM application,PeopleSoft application fundamentals (e.g. navigation),Basic PeopleSoft administration (roles, permissions, etc.)
Course Content:
Managing Worker Information
  • Describe workers
  • Synchronize CRM and HCM worker data
  • Secure sensitive worker data
  • Set up workers
  • Set up and use worklists
  • Set up provider groups
Setting up Business Units
  • Describe HelpDesk for Human Resources business units
  • Create HelpDesk for Human Resources business units
Configuring the Case Page
  • Describe the case page display and behavior options
  • Configure the case page to suit your organization's needs
Setting Up the 360-Degree View
  • Describe the 360-degree view
  • Set up the 360-degree view
Setting Up Prompt Tables
  • Set up basic prompt tables
  • Set up competency-related prompt tables
  • Set up quick codes
  • Set up relationship types
Setting Up the Assignment Engine
  • Describe the assignment engine
  • Define assignment options for business units
  • Maintain worker and group assignment data
  • Set up assignment engine weighting factors
Setting Up Links to Human Resources Pages
  • Access human resources pages from a case
  • Set up portal content references
  • Set up links and link categories
  • Set up link groups
Setting Up Agreements
  • Describe Service Level Agreements
  • Create Service Level Agreements
  • Apply Service Level Agreements to a case
Managing Solutions
  • Describe solution management
  • Set up solution management
  • Create and maintain solutions
  • Apply solutions to a case
Setting Up Solution Advisor
  • Identify elements of the solution infrastructure
  • Build the search collection
Creating and Searching for Cases
  • Describe the case management process
  • Use the case search component
  • Create a new case
  • Manage secure cases
  • Manage global and duplicate cases
  • Describe call center reports and charts
Working on Cases
  • Add solutions to a case
  • Review case summary information
  • Add notes and attachments to a case
  • Manage case tasks
  • Track case history
  • Manage related cases
  • Identify interested parties
  • Relate actions to cases
Automating Operations with Active Analytics Framework (AAF)
  • Describe how to use Active Analytics Framework (AAF) to automate and standardize help desk operations
  • Activate a delivered policy
  • Automate workflow using Active Analytics Framework
Working with Configuration Tools
  • Describe standard navigation pages
  • Describe launch page configuration
  • Describe role-specific navigation pages
  • Display pagelets
  • Personalize navigation pages
  • Describe search page configuration
Setting Up Self-Service
  • Describe self-service features and security
  • Use self-service pages
  • Describe live chat
  • Configure business units for self-service
  • Define reasons for closing and reopening cases
  • Configure the self-service interface
Reviewing Security Features
  • Describe HelpDesk for Human Resources security