Working with Self-Service Application Transactions

This chapter provides an overview of self-service application transactions and discusses how to:

Access self-service application transactions.
Create a case.
Manage existing cases.
Search for solutions.
Access frequently asked questions (FAQ).
Select and run troubleshooting guides.
Run scripts in self-service.

Understanding Self-Service Transactions

PeopleSoft Customer Relationship Management (PeopleSoft CRM) call center applications enable you to deploy self-service transactions that callers can use to enter and view their own cases. These transactions provide limited access to case information and employ a simple interface that is suited to the casual, untrained user.

This section discusses:

Self-service transactions.
Configurable functionality.
Self-service interface elements.
Self-service data access.
Solution tracking in self-service.
Confirmation pages.

Self-Service Transactions

The following transactions are available to PeopleSoft Support, PeopleSoft HelpDesk, and PeopleSoft HelpDesk for Human Resources self-service users:

Search for solutions outside the context of a case.
Create a new case.
Manage cases: search for, review, and update existing cases.
Use FAQ: access solutions that belong to the solution library with a specific FAQ configuration.
Use Troubleshooting guide: access and run troubleshooting guide scripts that have been associated with solution libraries.

Configurable Functionality

Within the transactions that are used to create and manage cases, certain functionality depends on the system configuration.

Business Unit Configuration

The availability of the following functionality depends on the settings on the Business Unit - Options page:

Close a case.

The Close Case button is available for cases that have not been resolved and have no corresponding resolution with the status Successful Resolution. The button's availability depends not on the case status, but on the resolution status.

When a self-service user clicks this button and provides a reason for closing the case, the system adds a successful resolution to the case and updates the status based on the closed case status that you select on the Case Defaults page. (If you do not enter a closed case status or if you enter a status with a type other than Closed, then the case is not closed, but only resolved).
Reopen a case.

The Reopen Case button is available for cases that have been resolved—that is, there is a resolution with the status Successful Resolution. The button's availability depends not on the case status, but on the resolution status.

When a self-service user clicks the Reopen Case button and provides a reason for reopening the case, the system changes the status of the successful resolution to Resolution Failed and updates the status based on the reopened case status that you select on the Case Defaults page. (If you do not enter a reopened case status, the status does not change.) If your organization has not set a reopened case status, the status doesn't change. This could result in cases having a closed status without having a successful resolution—a condition that the system normally does not allow.

Users can reopen cases only during the grace period that is established by your organization—the grace period lasts for a specified number of days after the case has been resolved.

Active Analytics Framework Notifications

Active Analytics Framework handles notifications related to activity that is in the self-service pages. PeopleSoft delivers Active Analytics Framework that:

Sends a notification when a new case is submitted.
Sends a notification when a user clicks the Contact Me Regarding This Case button.

Both notifications are sent to the agent or provider group who is assigned to the new case. For Contact Me notifications, if the case is unassigned, the notification goes to the provider group that is identified on the Case Defaults page as the Contact Me Provider Group.

Self-Service Workflow

PeopleSoft has built the following event handlers and workflow actions into its self-service applications for both PeopleSoft HelpDesk and PeopleSoft Support:

When a self-service user saves any change to the case, the system sends an email notification to the person to whom a case is assigned.
When a user clicks the Contact Me Regarding This Problem button for a case that is assigned to an agent whose notification preference is email or both, the system sends an email to the case owner.
When a user clicks the Contact Me Regarding This Problem button for a case that is assigned to an agent whose notification preference is worklist or both, the system sends the case to the case owner's list.
When a user clicks the Contact Me Regarding This Problem button for a case that is assigned to a provider group (but not to an agent), the system sends a worklist entry to the provider group members.
When a user clicks the Contact Me Regarding This Problem button for a case that is unassigned, the system sends a worklist entry to members of the Contact Me provider group (established on the Case Defaults page).
When a self-service user creates a new case, the system sends a worklist notification to the default self-service provider group that is associated with the business unit.

Field Value Configuration

When you set up prompt tables for certain case fields, you can enter self-service versions of the field values.

See Also

Configuring Self-Service Applications

Defining Call Center Business Units and Display Template Options

Setting Up Call Center Prompt Tables

Working with Active Analytics Framework

Self-Service Data Access

The fields and data that appear in the self-service transactions vary depending on the configuration and on the data itself.

Field Visibility

Implementers can control the visibility of fields and the appearance of field labels by modifying the display template.

See Configuring Self-Service Applications.

Row-Level Visibility

Individual case notes and case history items have a visibility attribute that controls self-service access to the data. The Case Notes and Case History grids on the Manage Case page show only rows of data with all visibility. Notes and history items with internal visibility do not appear.

Access to solutions is more complex, depending on two factors:

Solution visibility

When accessing solutions using Solution Advisor or the Frequently Asked Questions page, only solutions with all visibility are visible.
Resolution status

When viewing a case, self-service users can see associated solutions that have a status other than Withdrawn. Solutions that are associated with a case appear regardless of the solution's visibility setting.

Values That Are Available for Selection

When creating a case, self-service users have access to all fields that are available for entry. For some prompt fields (case type, priority, severity, category, specialty type, and detail), self-service users might not have access to all of the values that are valid for agents. This restriction is based on how the value was defined on its setup page: only values that are tagged for self-service use are available.

See Also

Configuring Self-Service Applications

Setting Up Call Center Prompt Tables

Working with Notes and Attachments

Working with Active Analytics Framework

Solution Tracking in Self-Service

Users can search for solutions from self-service applications by clicking the Search for Solutions button. The self-service application Solution page has three tabs:

Suggested Solutions

You will have access to this tab only if you have purchased NLP (a natural language processing application).
Keyword Search

This is similar to how the keyword searches work in agent-facing call center applications. There is a Basic and an Advanced search. The Advanced Search in self-service applications contain limited options, as shown in the screenshot below. The more advanced options of searching over particular domains is reserved for agent-facing case solution searches.
Frequently Used

This is similar to how the frequently used solutions work in agent-facing call center applications.

See Setting Up Solution Management.

Note. Multiple solutions can solve the case.

When viewing solutions in self-service, users are asked whether the solution solved the problem.

Searching From Within a Case

If the user is searching from within a case, the possible responses are YES and NO. When the user selects a response, the system:

Updates the resolution status if the user originally accessed a solution that was already associated with the case.

The resolution status refers to the status of the solution in the context of a case. This is different from the solution status, which is independent of any case.
Associates the solution with the case and sets the initial resolution status if the user accessed the solution using Solution Advisor.

If you click on a solution to open the Solution Details page, you have the option to select No, Continue Searchor I'll try it later.

The resolution status is set as follows:

Answering YES sets the status to Successful Resolution.

If you've established a default case status for resolved cases on the Case Defaults page, then Yes also updates the case status.
Answering No or No, Continue Searchsets the status to Failed Resolution.
Answering I'll try it Later sets the status to Waiting on Customer.

Searching Outside the Context of a Case

If the user is searching outside the context of a case, the possible responses are YES and NO.

Solution usage outside the context of a case does not affect the solution usage counts. However, the system records the attempt internally in the RC_SOLN_ATMT_SS table. This information is not visible through the PeopleSoft Internet Architecture, but it is available for reporting and analysis.

See Also

Processing Cases

Confirmation Pages

When self-service users perform certain actions, the system provides confirmation to assure the user that the transaction was successful.

The confirmation page have different form depending on the application.

Delivered, PeopleSoft Support has red confirmation text appears at the top of the page where the user performed the action.
Delivered, PeopleSoft HelpDesk has a separate confirmation page appears; the user must click a button or link before continuing.

Note. The appearance of configuration pages can be conmtrolled by modifying display templates.

See Configuring Display Templates for Components.

The following actions trigger confirmation messages:

User Action	PeopleSoft HelpDesk Confirmation Page	Description
Submit a new case without searching for solutions (click the Submit button, not the Submit and Search Solutions button).	Submit Confirmation page (RC_CASE_HD_SS_CONF)	Confirms that the user submitted the case and gives the user the new case number.
Close or reopen a case.	Submit Confirmation page (RC_CASE_HD_SS_SUBT)	Confirms that the case is successfully closed or reopened.
Click the Contact Me Regarding this Problem button.	Submit Confirmation page (RC_CASE_SS_CONTACT)	Confirms that the user's request to be contacted is sent.
Submit a new note or new contact information.	Save Confirmation page (RC_CASE_SS_SAVE)	Confirms that the transaction is recorded.
Answer Yes when asked whether a solution resolved the user's problem (when viewing a solution in the context of a case).	Close Case page (RC_CASE_SS_CLOSE)	Confirms that the solution is successful and the case is closed.

Accessing Self-Service Transactions

This section discusses how to access self-service transactions.

Pages Used to Access Self-Service Transactions

Page Name	Object Name	Navigation	Usage
Customer Care	RC_MNU_CASE	Customer Care (PeopleSoft Support only)	Select a PeopleSoft Support self-service application transaction.
HelpDesk	RC_MNU_ITHD	Employee Self Service, HelpDesk	Select a PeopleSoft HelpDesk self-service application transaction.
Human Resources HelpDesk	RC_MNU_HRHD	Employee Self Service, HR HelpDesk	Select a PeopleSoft HR HelpDesk self-service application transaction.

Accessing Self-Service Transactions

Access the Customer Care welcome page.

Click the links on this page to access self-service transactions.

Note. The welcome pages for the PeopleSoft HelpDesk applications are the same as the Customer Care welcome page.

Creating a Case

This section discusses how to create a case.

Pages Used to Create a Case

Page Name	Object Name	Navigation	Usage
Create Case	RC_CASE_SW_SS_RPT	On the Customer Care welcome page, click the Create a Case link. In the portal navigation menu, click Create Case.	Describe and submit a new problem.
Create Case	RC_CASE_HD_SS_RPT	Employee Self Service, Create Case Employee Self Service, Create HR Case	Describe and submit a new problem.

Creating a Case

Access the Create Case page.

The visibility of page elements depends on how you have configured the display template for this component. Also, some fields can be assigned default values based on business unit settings. The system enters default values even if the fields are hidden.

See Configuring Display Templates for Components.

See Defining Call Center Business Units and Display Template Options.

Business Unit	This field may have a different label, depending on how you configure self-service. This is a required field for cases. If you do not show business units on the self-service pages, the user must have a default self-service business unit established on the User Preferences - Call Center page.
Customer	This read-only field displays the name of the customer — it can be the name of the company, where the self-service application user works.
Contact	This read-only field displays the name of the contact that represents the company.
Contact Details	This read-only field displays the contacts primary contact method.
Edit Contact Details	Select this link to change the contact person of the company specified in the Customer field. You can also change the contact's primary contact method and information.
Product	PeopleSoft Support and PeopleSoft HelpDesk derive the list of products differently: In PeopleSoft Support, the field prompts against the product descriptions for the user's installed products. A product description appears only once, even if a user has more than one installed version of a particular product. In PeopleSoft HelpDesk applications, the field prompts against all product descriptions.
Problem Type	Problem types are defined by product. This gives you an additional level of categorization for the problem. Because Problem Type is a child of Product, the Problem Type field on the Case page derives its values from Product. If the Problem Type field is visible, be sure that the descriptions of your product competencies make sense to a self-service user who is selecting a problem type. Valid problem types depend on the product that the user selects.
Serial Number and Asset Tag	The serial number appears only in PeopleSoft Support; the asset tag appears only in PeopleSoft HelpDesk. Both fields prompt against the user's installed products. Valid values are limited based on the product that the user selects. Blank values might appear if the user has installed products that do not have serial numbers or asset tags.
Address Type	If you are not sure about the full address, select Intersection and then enter information about the location where the problem occurred in the Address fields or the Detail field. If you know the exact address, select Address and then enter the information in the address fields (PeopleSoft Support only).
Submit and Submit and Search Solutions	After the user submits the case, the page changes as follows: A confirmation message appears at the top of the page, giving the user the case number for the newly submitted case. All fields become read-only, and the Submit and Submit and Search Solutions buttons disappear. Two new links appear: Update this Case and Create Another Case.

Managing Existing Self-Service Application Cases

This section discusses how to:

Search for cases.
View case information.

You can view the billing amount.
View the complete description of a problem.
View case notes.
Enter a new case note.
Search for Solutions.
You can configure your system to have suggested solutions—only if you have purchased NLP software.

Also, multiple solutions can solve the case.
View a solution that is associated with a case.

You can see more information about the solution in the results area.
Enter the reason for closing a case.

Reopening a case will fail all successful resolution.
Enter the reason for reopening a case.
Change contact information.

Note. You can display a group box for a Billing Information by selecting this option on the display template. This section is delivered hidden.

Note. Also, A Grid for Actions grid will appear on the self-service Manage Case page, but not the details of the actions. Only those actions that are marked as internal will appear.

Pages Used to Manage Cases

Page Name	Object Name	Navigation	Usage
Find an Existing Case	RC_CASE_SW_SS_SRCH RC_CASE_HD_SS_SRCH	On the Customer Care page, click the Manage Cases link. Employee Self Service, Manage a Case Employee Self Service, Manage an HR Case	Search for cases to view in more detail.
Manage Case	RC_CASE_SW_SS RC_CASE_HD_SS	Select a case from the list of search results on the Find an Existing Case page.	View case information. This page is also the starting point for several other processes: adding notes, changing contact information, requesting that an agent contact the user, searching for new solutions, and viewing solutions that are already under consideration for this case.
Problem Summary	RC_CASE_SW_SS_PROB RC_CASE_HD_SS_PROB	On the Manage Case page, click the Problem Summarylink.	View the complete problem description if the summary on the Manage Case page does not provide enough information.
Note Details	RC_CASE_SW_SS_NDTL RC_CASE_HD_SS_NDTL	On the Manage Case page, click the summary for a note in the Notes Summary grid.	View case notes from a Notes Summary grid. If there are attachments, an icon of a paperclip will appear in the Attachments column for a particular note.
Add a Note	RC_CASE_SW_SS_NADD RC_CASE_HD_SS_NADD	On the Manage Case page, click the Add a Note or Attachment button.	Enter a new case note. Note. You must save the case to save the note.
Manage Case - Solution Details	RC_CASE_SW_SS_RSL2 RC_CASE_HD_SS_RDTL	On the Manage Case page, click the summary for a solution in the Solutions Considered grid.	View a solution that is already associated with a case and indicate whether the solution solved a problem.
Solutions	RC_SOLNSRCH_SW_SS RC_SOLNSRCH_HD_SS	On the Manage Case page, click the Search for Solutionsbutton.	Search for a solutions to resolve this case.
Close Case	RC_CASE_SW_SS_CLSE RC_CASE_HD_SS_CLSE	On the Manage Case page, click the Close Case button. This button is available only if the business unit rules permit self-service users to close cases.	Enter the reason for closing an open case.
Reopen Case	RC_CASE_SW_SS_ROPN RC_CASE_HD_SS_ROPN	On the Manage Case page, click the Reopen Case button. This button is available only if the business unit rules permit self-service users to close cases.	Enter the reason for reopening a closed case. Reopening a case will cause all successful resolutions to be marked as a failed solution.
Edit Contact Information	RC_CASE_SW_SS_CONT RC_CASE_SW_SS_CNTC RC_CASE_HD_SS_CNTC	Click the Change Contact Information button on the Create Case page or the Manage Case page.	Change the contact information for a case.

Searching for Cases

Access the Find an Existing Case page.

Note. The first screen shot shows the Case Search page for PeopleSoft Support in basic search mode. The second screen shot shows the page in advanced search mode. The third page shows the Case Search page for PeopleSoft HelpDesk. Note that you must click the Select Contact link to access contact information.

Values in one field are not dependent on values in any other. For example:

Values are not limited by the selected business unit.
Entering a category does not limit the values for the Specialty Type or Detail fields, and entering a specialty type does not limit the values for the Detail field.

See Also

Updating Search Descriptions

Entering a New Case Note

Access the Add Note or Attachment page.

See Also

Adding Attachments to Notes

Viewing a Solution That is Associated with a Case

Access the Manage Case - Solution Details page.

If the user searches from within a case and answers the question "Did this solve your problem," the system adds the solution to the list of attempted solutions for the case. The resolution status depends on the button that the user clicks:

If the user clicks Yes, the status is Successful Resolution.
If the user clicks No, Continue Search the status is Failed Resolution.
If the user clicks I'll try it later, the status is Waiting on Customer.

The Did this solve your Problem region does not appear if there is already a resolution with the status Successful Resolution.

See Also

Solution Tracking in Self-Service

Managing Solutions

Entering the Reason for Closing a Case

Access the Close Case page.

Predefined Reasons

Select this option and enter a reason if you want to choose from predefined reasons. The available reasons are those of the type Reason Closed from the Reason Code page.

Other Reason

Select this option and enter the reason in the Details field if you want to enter a free-form text reason.

Submit

When the user clicks this button, the system changes the case status to the value that is specified in the Closed Case Status field on the Case Defaults page.

If a user selected a predefined reason from the Reason field, the system resolves the case by using the solution that is identified on the Reason and Solution Link page. If no solution is linked to the selected reason code, the system creates one (using the solution type Canned)and updates the Reason and Solution Link page accordingly.

If a user entered a reason in the Details field, the system uses the text to create a new solution of type Adhoc. The solution then resolves the case using the newly created solution.

Setting Up Reason Codes

Setting Up Case Defaults

Entering the Reason for Reopening a Case

Access the Reopen Case page.

Predefined Reasons	Select this option and enter a reason if you want to choose from predefined reasons. The available reasons are those of the type Reason Re-Opened from the Reason Code page.
Other Reason	Select this option and enter the reason in the Details field if you want to enter a free-form text reason.
Submit	When the user clicks this button, the system changes the case status to the value that is specified in the Reopened Case Status field on the Case Defaults page. The reason—predefined or free-form text—becomes a resolution note.

Setting Up Reason Codes

Setting Up Case Defaults

Changing Contact Information

Access the Edit Contact Information page.

The appearance of this page varies slightly depending on whether the user is a company contact person (PeopleSoft Support), a consumer (PeopleSoft Support), or a worker (PeopleSoft HelpDesk).

You can change contact information when you are creating a new case or viewing an existing case.

On the Create Case page, the Change Contact Information button is available only until the case is submitted. After submitting the case, use the Manage Cases component to change the contact information.

Searching for Solutions

This section discusses how to:

Perform a basic solution search.
Search for solutions by using field-specific search criteria.
View a solution and indicate whether the solution solved a problem.

Note. You will have access to the Suggested Solutions tab only if you have purchased NLP (natural language processing) application.

Pages Used to Search for Solutions

Page Name	Object Name	Navigation	Usage
Keyword Search page	RC_SOLNSRCH_SW_SS RC_SOLNSRCH_HD_SS	On the Customer Care page, click the Search Resolutions link (PeopleSoft Support only). Employee, HelpDesk, Search Solutions Employee, HR Help Desk, Search Solutions On the Search Solution - Advanced page, click the Basic Search link. On the Manage Case page, click the Search for Solutions button. On the Create Case page, click the Submit and Search Solutions button. Employee Self-Service, Search Solutions (PeopleSoft HelpDesk applications only)	Perform a basic solution search.
Keyword Search page – Advanced	RC_SOLADVSRH_SW_SS RC_SOLADVSRH_HD_SS	On the Search Solution page, click the Advanced Search link.	Search for solutions using field-specific search criteria.
Search Solution - Solution Summary	RC_SOLN_SUMM_SW_SS RC_SOLN_SUMM_HD_SS	On the Keyword Search or Keyword Search - Advanced page, click the summary of a solution in the search results list.	View a solution and indicate whether the solution solved a problem.

Performing a Basic Solution Search

Access the Keyword Search page.

Business Unit

The business unit is required; only solutions from the corresponding setID are included in the search results. If you configure self-service so that the field is not visible, you must make sure that each user has a default business unit that will populate the field.

The business unit prompt shows business units for all markets.

Frequently Used Solutions

To search for frequently used solutions, first select a product by clicking the Choose a Product link.

Search Text

When searching by keyword, Solution Advisor performs a Verity search that looks for the keyword in any field that is included in the search index template for solutions. Restricting keyword searches by product is optional.

Advanced Search

Click this link to access the Search Solution page for advanced searches, which accepts field-specific search criteria.

Search

Click this button to perform a search. The search results appear at the bottom of the page.

Create Case

This link appears when you are searching for solutions outside the context of a case.

Return

This link appears when you are searching for solutions within the context of a case.

Access the Frequently Used page:

To search for frequently used solutions, first select a product by clicking the Choose a Product link.

Searching for Solutions By Using Field-Specific Search Criteria

Access the Search Solution - Advanced page.

More advanced search options of searching over particular domains is reserved for agent-facing cases only.

See Also

Setting Up Solution Management

Accessing FAQs

This section discusses how to select and review a FAQ.

Pages Used to Access Frequently Asked Questions

Page Name	Object Name	Navigation	Usage
Frequently Asked Questions	RBT_FAQ_SOL_SS	On the Customer Care page, click the FAQ link. Employee Self-Service, HelpDesk, FAQ Employee Self-Service, HR Help Desk, FAQ	Select a topic and view a list of frequently asked questions for that topic.
View Solution	RBT_FAQ_PG_SS	Click a problem description on the Frequently Asked Questions page.	Review a solution that is related to a frequently asked question.

Selecting a FAQ

Access the Frequently Asked Questions page.

Business Unit

This field may have a different label, depending on how you configure self-service. If you do not show business unit on the self-service pages, the user must have a default self-service business unit established on the User Preferences - Call Center page.

Topic

Select from a list of solution libraries that you set up on the Troubleshooting Guide setup page. Each library is associated with a single script.

Search

Click this button to display a list of solutions in the selected library. Only solutions with a visibility of All appear.

Problem Description

Displays the list of solutions in the selected library. Click a question to access the View Solution page and review information that is related to the question.

Reviewing Solutions

Access the View Solution page.

Selecting and Running Troubleshooting Guides

This section discusses how to select and run troubleshooting guides.

Pages Used to Select and Run Troubleshooting Guides

Page Name	Object Name	Navigation	Usage
Troubleshooting Guide	RBT_TGUIDE_SS	On the Customer Care welcome page, click the Troubleshooting Guide link. Employee Self-Service, HelpDesk, Troubleshooting Guide Employee Self-Service, HR Help Desk, Troubleshooting Guide	Select a troubleshooting guide.
Execute Script	RC_BS_SELF_CONFIG	On the Troubleshooting Guide page, select a solution library and click the Search button.	Run a troubleshooting guide script.

Using Troubleshooting Guides

Access the Troubleshooting Guide page.

Business Unit

This field may have a different label, depending on how you configure self-service. If you do not show business unit on the self-service pages, the user must have a default self-service business unit established on the User Preferences - Call Center page.

Guide

Select from a list of solution libraries that you set up in the Troubleshooting Guide setup page. Each library is associated with a single script.

Search

Click to display the Execute Script page and run the script that is associated with the selected library.

Running Scripts in Self-Service

See Running Scripts on Self-Service Pages.

Business Unit	The business unit is required; only solutions from the corresponding setID are included in the search results. If you configure self-service so that the field is not visible, you must make sure that each user has a default business unit that will populate the field. The business unit prompt shows business units for all markets.
Frequently Used Solutions	To search for frequently used solutions, first select a product by clicking the Choose a Product link.
Search Text	When searching by keyword, Solution Advisor performs a Verity search that looks for the keyword in any field that is included in the search index template for solutions. Restricting keyword searches by product is optional.
Advanced Search	Click this link to access the Search Solution page for advanced searches, which accepts field-specific search criteria.
Search	Click this button to perform a search. The search results appear at the bottom of the page.
Create Case	This link appears when you are searching for solutions outside the context of a case.
Return	This link appears when you are searching for solutions within the context of a case.

Business Unit	This field may have a different label, depending on how you configure self-service. If you do not show business unit on the self-service pages, the user must have a default self-service business unit established on the User Preferences - Call Center page.
Topic	Select from a list of solution libraries that you set up on the Troubleshooting Guide setup page. Each library is associated with a single script.
Search	Click this button to display a list of solutions in the selected library. Only solutions with a visibility of All appear.
Problem Description	Displays the list of solutions in the selected library. Click a question to access the View Solution page and review information that is related to the question.

Business Unit	This field may have a different label, depending on how you configure self-service. If you do not show business unit on the self-service pages, the user must have a default self-service business unit established on the User Preferences - Call Center page.
Guide	Select from a list of solution libraries that you set up in the Troubleshooting Guide setup page. Each library is associated with a single script.
Search	Click to display the Execute Script page and run the script that is associated with the selected library.