Understanding Self-Service Application ConfigurationThis chapter provides an overview of PeopleSoft call center's self-service application configuration and discusses how to:
Configure the Contact Me Regarding This Problem notifications.
Associate solutions with reasons for closing cases.
Configure troubleshooting guide and frequently asked question (FAQ) solution libraries.
Update search descriptions.
Associate solutions with reasons for closing cases.
See Also
Defining Call Center Business Units and Display Template Options
Understanding Self-Service Application ConfigurationThis section discusses:
Self-service application configuration.
Contact Me notifications.
Live chat.
Association of solutions with case closure reasons.
Search descriptions for predefined searches.
Troubleshooting guide and FAQ configuration.
Self-Service Application Configuration
Central to the addition of enhanced self-service configurability options are display templates. When they are associated with the Case component, display templates control the appearance and behavior of self-service components and their pages. Implementers can show or hide pages and fields, and they can adjust field labels.
See Setting Up Prompt Tables for Cases.
See Configuring Display Templates for Components.
See Defining Call Center Business Units and Display Template Options.
RC_SUPPORT Display Template
The RC_SUPPORT display template controls the following PeopleSoft Support self-service application components:
RC_CASE_SW_SS (Support — Manage Case)
RC_CASE_SW_SS_RPT ( Support — Create Case)
RC_CASE_SW_SS_SRCH (Support — Search Cases)
RC_SOLNSRCH_SW_SS ( Support — Search Solutions)
RC_SS_SW (Self Service Support Desk)
RC_HELPDESK Display Template
The RC_HELPDESK display template controls the following PeopleSoft HelpDesk self-service application components:
RC_CASE_HD_SS ( HelpDesk — Manage Case)
RC_CASE_HD_SS_RPT ( HelpDesk — Create Case)
RC_CASE_HD_SS_SRCH (HelpDesk — Search Cases)
RC_SOLNSRCH_HD_SS ( HelpDesk — Search Solutions)
RC_SS_HD (Self Service HelpDesk Desk)
CRM_HHD Display Template
The CRM_HHD display template controls the following PeopleSoft HelpDesk for Human Resources self-service application components:
RC_CASE_HD_SS ( HelpDesk — Manage Case)
RC_CASE_HD_SS_RPT ( HelpDesk — Create Case)
RC_CASE_HD_SS_SRCH (HelpDesk — Search Cases)
RC_SOLNSRCH_HD_SS ( HelpDesk — Search Solutions)
RC_SS_HD (Self Service HelpDesk Desk)
Contact Me NotificationsIf you include the Contact Me Regarding This Problem button on the self-service application pages, ensure that clicking this button sends the appropriate notifications. PeopleSoft delivers Active Analytics Framework objects (events, event handlers, and email templates) to support this process.
The delivered Active Analytics Framework objects send notifications to the assignee (agent or provider group), or for unassigned cases, to the provider group specified on the Case Defaults page as the Contact Me Provider Group. Separate events for email and worklist notifications enable the system to send notifications using the recipient's preferred notification method.
See Also
Working with Business Units and TableSet Controls
Live ChatIn this release, all self-service pages are enabled for chat. This immediate access to a live agent, if needed, encourages self-service adoption and enables organizations to eliminate potential customer frustration or abandonment quickly by delivering targeted and real-time service. When a chat request is received, the system uses NLP (Natural Language Processing) to provide the individual with suggested solutions from the FAQ database, automatically. This capability enables customers to find answers to their questions and frees agents to focus on complex issues.
See Working with Chat in PeopleSoft CRM.
Association of Solutions with Case Closure ReasonsClosed cases must be associated with either:
A solvable action.
You mark an action as solvable on the link definitions page.
A successful solution
You define whether a self-service application user can close or reopen self-service application cases on the Business Unit–Options page.
See Setting Up Links to PeopleSoft HRMS Pages and Related Actions.
See Defining Call Center Business Units and Display Template Options.
When a self-service application user clicks the Close Case button to close a case, the Close Case page prompts the user for a reason. The system derives the successful solution from the reason that the self-service application user enters.
There are two types of case closure reasons:
A predefined reason (as established in the Reason Code page).
Use the Reason and Solution Link page to associate solutions with each of the predefined reasons.
If the user selects a reason that does not have an associated solution, the system creates and uses a new solution type: Canned. The reason code self-service application description becomes the solution summary.
A free-form text reason.
If the user enters a free-form text reason, the system creates and uses a new solution type: Adhoc. The text that the user enters becomes the solution summary.
Note. Multiple solutions can solve the case.
See Also
Associating Solutions with Reasons for Closing Cases
Setting Up Links to PeopleSoft HRMS Pages and Related Actions
Setting Up Call Center Prompt Tables
Setting Up Solution Management
Search Descriptions for Predefined SearchesSelf-service application users have access to predefined searches that locate cases that are associated with the user.
Self-service application cases can be accessed by:
The person or company for whom the case was created.
In support cases that are created for companies, this is anyone who acts as a contact for the company, regardless of whether that person is associated with the case in question.
In support cases that are created for consumers, this is the consumer.
In PeopleSoft HelpDesk and PeopleSoft HelpDesk for HR cases, this is the employee.
The case contact.
In support cases that are created for companies, this person is identified in the Contact field as the contact for the case in question.
In support cases that are created for consumers, this can be the consumer or another person.
Because support cases require contact information, consumers acting on their own behalf are entered in both the Customer field and the Contact field.
In PeopleSoft HelpDesk, this is the alternative contact.
Not all helpdesk cases have an alternative contact. Employees acting on their own behalf are not considered alternative contacts.
A person who is a contact for more than one customer (for example, a consultant who works with several of your customers) uses the Customer Selection pagelet in PeopleSoft Customer Portal to indicate which company's information to access.
Case Searching
Self-service application users can search for existing cases in two ways:
Basic search.
The user selects a search from a list of predefined searches.
Advanced search.
The user can search on keywords, including field-specific search criteria.
There are two categories of predefined searches (searches in both categories search across business units):
All cases.
This search locates all of the cases that the user can access:
In PeopleSoft Support, company contacts view all of the company's cases, including cases for which they are not the contact.
In PeopleSoft Support, consumers view all of the cases that are reported on their behalf (regardless of the contact) and all of the cases for which they are contacts (regardless of the customer).
In PeopleSoft HelpDesk, employees view all of the cases that are reported on their behalf (regardless of the contact) and all of the cases for which they are alternate contacts (regardless of who the case was reported for).
The delivered name for this search is all my cases.
Cases for which I am the contact.
This search locates cases where the self-service application user is the contact—regardless of the person or company for whom the case was created.
In PeopleSoft Support, a person representing a company can view cases for the company that is being represented, but only those for which the user is the contact.
In PeopleSoft Support, consumers view cases for which they are the contact.
Unless another person is identified as the case contact, consumers are considered their own contacts.
In PeopleSoft HelpDesk, employees view cases for which they are the alternate contact.
This search does not retrieve cases for which the user is the employee and there is no alternate contact, even though the absence of an alternate employee implies that the employee is the case contact.
This table lists the eight predefined searches based on these two search types. When you configure descriptions for the searches, you set up different descriptions for each delivered role type: contact, consumer, broker, and employee.
|
Search Code |
Description |
|
COALL |
All cases. |
|
COL30 |
All cases reported in the last 30 days. |
|
COL7D |
All cases reported in the last 7 days. |
|
COOPN |
All cases that are still open. |
|
MEALL |
Cases for which I am the contact. |
|
MEL30 |
Cases for which I am the contact and that were reported in the last 30 days. |
|
MEL7D |
Cases for which I am the contact and that were reported in the last 7 days. |
|
MEOPN |
Cases for which I am the contact and that are still open. |
Note. If you add additional role types that apply to self-service application users, you must set up corresponding predefined searches. The system does not do this for you.
See Also
Defining Role Types and Role Categories
Troubleshooting Guide and FAQ ConfigurationPeopleSoft Support, HelpDesk self-service application users have direct access to solutions and troubleshooting guides that are associated with certain solution libraries.
Note. Troubleshooting guides and FAQs are used in PeopleSoft Support and PeopleSoft HelpDesk, and PeopleSoft HelpDesk for HR.
Troubleshooting Guides
To make a troubleshooting guide script available to self-service application users, associate it with a solution library. Solution libraries can be associated with one script only, so you must create a library for each script.
When self-service application users select a script, they see the library name, not the script name.
See Also
Defining Role Types and Role Categories
Selecting and Running Troubleshooting Guides
Setting Up Solution Management
Configuring Contact Me Regarding This Problem NotificationsThis section discusses how to configure notifications that are triggered after users click the Contact Me Regarding This Problem button on self-service application pages.
Note. The Contact Me Regarding This Problem button is specific to call center self-service application pages; it is different from the Contact Us page that customers use to submit general-purpose questions and feedback to your organization.
To configure notifications for the Contact Me Regarding This Problem button:
If you do not want to use the delivered email template for your email notifications, create a new email template.
If you do not use the delivered event handlers, set up event handlers for the four events that capture the use of the Contact Me Regarding This Problem button.
See Also
Working with Active Analytics Framework
Associating Solutions with Reasons for Closing CasesThis section discusses how to associate solutions with reasons for closing cases.
Page Used to Associate Solutions with Reasons for Closing Cases
|
Page Name |
Object Name |
Navigation |
Usage |
|
RC_REASON_SOLN |
Set Up CRM, Product Related, Call Center, Self-Service Configuration, Reason and Solution Link |
Identify the solutions that are to be used as the successful resolution for cases that users close through self-service applications. |
Identifying Solutions
Access the Reason and Solution Link page.
|
Reason Code |
Lists all reasons of the type Reason Closed that you have set up for this setID. These are the reasons that a self-service application user can select when closing a case. |
|
Solution ID |
Enter the solution that represents this reason. When a self-service application user closes a case and selects a reason, the associated solution is added to the case as a resolution with the status: Successful Resolution. If a reason does not have an associated solution, then the first time that a self-service application user closes a case with that reason, the system creates a Canned solution and associates it with that reason. The next time that reason is used, the solution that was previously created is used. |
Updating Search DescriptionsThis section discusses how to update predefined search descriptions.
Page Used to Update Search Descriptions
|
Page Name |
Object Name |
Navigation |
Usage |
|
RC_DEFINED_SRCH |
Set Up CRM, Product Related, Call Center, Self-Service Configuration, Predefined Search Attributes |
Update predefined search descriptions. |
Updating Predefined Search Descriptions
Access the Predefined Search Attributes page.
For each search code and customer role type combination, review the search description and modify it as needed.
Configuring Troubleshooting Guide This section discusses how to:
Configure a troubleshooting guide solution library.
Configure an FAQ solution library.
Pages Used to Configure Troubleshooting Guides
|
Page Name |
Object Name |
Navigation |
Usage |
|
RBT_TGUIDE_SETUP |
Set Up CRM, Product Related, Call Center, Self-Service Configuration, Troubleshooting Guide Setup, Troubleshooting Guide |
Identify troubleshooting guide scripts that customers can access through self-service applications. |
|
|
Solution Library Setup |
RC_SOLN_LIB_SETUP |
Set Up CRM, Product Related, Solution, Solution Library, Solution Library Setup |
Create solution libraries. |
See Also
Configuring a Troubleshooting Guide Solution Library
Access the Troubleshooting Guide page.
|
Script ID |
Enter the script to run when the self-service application user selects the solution library. Because each library is associated with a single script, you must create additional libraries for each script that you want to make available to self-service application users in the Customer Care - Troubleshooting Guide page. |