PeopleSoft - Course Details

SHDR9 Support and HelpDesk Rel 9

PeopleSoft Course Description:
You will learn how to configure the look and feel of the call center Case component by using Display Templates. You will discover the benefits of using Active Analytics Framework to create your own business rules to activate email workflow and other events. You will understand how the system automatically assigns the most suitable worker to a case and automatically retrieves the appropriate service level agreement for a case. By the end of the course you will be able to set up the application to suit your business requirements.
PeopleSoft Course Duration:
2 Days Training
PeopleSoft Course Target Audience:
Functional Implementer,Technical Administrator,Technical Consultant
PeopleSoft Course Prerequisite:
Understanding of PIA, tableset sharing, security, etc,Understanding of basic common PeopleSoft functionality
Course Content:
Business Processes for PeopleSoft Support and HelpDesk Applications
  • Understanding the life cycle of a case
  • Understanding Support and HelpDesk integrations
Setting Up Call Center Agents
  • Describe Support and HelpDesk agents
  • Set up Support and HelpDesk agent information
  • Set up provider groups
Setting Up Call Center Business Units
  • Describe PeopleSoft call center business units
  • Specify case options
  • Specify display templates for cases
  • Specify default values for cases
Configuring the Case Page
  • Describe how the Case pages are configured
  • Understand and use display templates
Setting Up Prompt Tables
  • Describe basic prompt tables
  • Describe case relationship types
  • Set up competency-related prompt tables
  • Set up quick codes
  • Set up and use text tray entries
Setting Up Agreements and Warranties for Support and HelpDesk
  • Describe service level agreements and warranties
  • Create Service Level Agreements
  • Apply Service Level Agreements to cases
Managing Solutions
  • Describe solution management
  • Create solutions
  • Use solutions to resolve cases
Setting Up the Solution Infrastructure
  • Identify elements of the solution infrastructure
  • Build the search collection
Setting Up the Assignment Engine
  • Describe the assignment engine
  • Set up assignment engine weighting factors
  • Define assignment options for business units
  • Maintain worker and group assignment data
Setting Up Active Analytics Framework
  • Describe automation using Active Analytics Framework (AAF)
  • Describe the difference between PeopleTools workflow and workflow defined using Active Analytics
  • Describe auto-invoking for business projects
  • Describe case history capture setup
Setting Up Self-Service
  • Describe self-service features and security
  • Describe the configuration of business units for self-service
  • Describe the reasons for closing and reopening cases in self-service
  • Set up the self-service interface
Setting Up Change Management
  • Describe change management
  • Identify elements of the Change Management component
  • Design a phase template
  • Set up change management