This chapter describes managing employee resources using tasks like viewing personal information, viewing organizational structure, defining and viewing skill ratings and making a resource available on web.
This chapter covers the following topics:
Perform the following steps to view resource information.
Note: Your ability to modify resource fields depends on your which responsibility you use to access Resource Manager.
CRM Application Foundation User
Navigate to the Resources tab and click the appropriate subtab depending on the category with which the resource information is associated. Categories include:
Employees
Parties
Partners
Supplier contacts
You can also view the following details by clicking your resource name:
Picture (if available)
Phone/Email
Work Address (visible to employees only)
Compensation Related Details
Sales Related Details
Service Related Details (visible to employees only)
Active Roles
Group Membership
Team Membership
Note: Some information imported from HRMS such as Business Group and Work Fax cannot be updated.
Only you or a resource administrator with the Resource Self Service Administrator responsibility can maintain your personal information. Your direct manager can view your personal information but cannot update it. Perform the following to define your personal information.
Fields can only by updated if set by the administrator.
If any changes to your personal information require prior management approval, then those changes will not appear until the appropriate manager grants approval for the changes. Changes that do not require management approval will appear upon completion.
CRM Application Foundation User
Navigate to the Resources tab and then click the Employees subtab.
Click the Advanced Search button, search for your resource name and then click the Update icon next to your resource name in the search results page.
Optionally modify the following and then click the Update button:
Resource Name
Service Information including Time Zone, Primary Language, Cost Per Hour, Support Site, and Secondary Language
Perform the following to view your organizational structure:
CRM Application Foundation User
Navigate to the Resources tab click the Employees subtab, and then click the Advanced Search button.
Click the Organization icon next to your resource name in the search results page.
Using Skills Management, resources can maintain their skill ratings at descending levels from highest, which is broader, to lowest, which is more granular. Levels include:
category (such as Accessory.Misc)
type (such as Product)
product name (CM55437 – Docking Station),
product component (Others)
platform (Sun Server)
problem code (such as fix server, billing errors, install problem, or documentation problem).
Skill ratings are used by customer support teams to select the most qualified resource to assign to a service request. Skill ratings cascade in a hierarchical fashion in which the higher level elements, include the lower level ones. For example if you define a resource's skill rating for a category, but not a product, Resource Manager cascades the skill rating to include the product with the category. If you define the skill rating for the category and product, but not the component, then Resource Manager cascades the skill rating to include the category, product, and component. This behavior is dictated by the available options in the UI.
There are many different scenarios in which a resource's skill may be rated. Perform the following steps to rate the resource skill at the category level. Resources can also remove their skill ratings by selecting "Not Applicable" from the list of available skill levels.
Category, Product Name and Component information are set up in Oracle Inventory.
If a Problem Code or Platform is selected in the Type field, then the Component field is not available.
Managers and team leads can review and adjust a subordinate's ratings.
Resource Self Service Administrator
Navigate to the Resources tab, click the appropriate subtab depending on the resource category with which your personal information is associated and then click the Advanced Search button. Categories include:
Employees
Parties
Partners
Supplier Contacts
Groups
Teams
To Be Hired
Others
Click the Skills icon next to your resource name in the search results page and then click the Add New Skill button.
Click the Go button next to the Category text field and then choose the category you want to use.
Use the drop-down list to select a Type. Options include: Platform, Problem Code, or Product.
Note: If you want to assign a problem code to a product within a category then choose Product from the drop-down list. When the page refreshes, you can optionally specify a problem code for the product. If you want to assign a problem code directly to a category, choose Problem Code from the drop down menu. When the page refreshes no product information is associated with the problem code.
Note: You can choose to rate a category only by performing any of the following:
Choosing a category from the list of values.
Selecting a Skill Level.
Choosing No Cascade option.
Click the Go button next to the Name text field.
Depending on the type you selected, one of three windows will appear: The Select a Platform window, the Select a Problem Code Window, or the Select a Product window opens. If you selected a product in the preceding step then the name is not required.
Click the choice you want to use.
The information automatically populates the text field and you are returned to the Skills window.
If you select Product:
Click the Go button next to the Component text field.
The Select a Component window opens.
Select the component you want to use.
The information automatically populates the text field and you are returned to the Skills window.
Choose one of the following radio buttons:
Cascade All: When a product is rated, this option cascades that rating to all of the product's components regardless of whether or not the are already rated.
Cascade: When a product is rated, this option cascades that rating to any of the product's unrated components.
No Cascade: When a product is rated, this option does not cascade that rating to any of its components.
Use the drop-down list to select your Skill Level. Options include: Not Applicable, Basic, Functional, Experienced, Knowledged, and Expert.
Note: If you wish to delete your skill rating, select Not Applicable from the drop-down list of skill levels.
Click Create.
Any logged in resource can view another resource's skill ratings. Perform the following steps to view a resource's skill rating.
CRM Application Foundation User
Navigate to the Resources tab, click the appropriate subtab depending on the category with which the resource whose skill rating you wish to view is associated and then search for the resource using the Simple Search page. Categories include:
Employees
Parties
Partners
Supplier Contacts
Click the skills icon next to the resource in the search results page and then click the skills whose ratings you wish to view.
The purpose of making a resource web available (or unavailable) is so they can instantly be assigned a task through the web. Using this functionality, logged in users can set whether or not web service requests can be assigned to them. In the Assignment Manager, a supervisor can view who is web available and make an appropriate decision.
Note: Whenever a resource is newly created or imported into the Resource Manager, they are web available by default.
None
Customer Support responsibility
Navigate to the Navigator - Customer Support window
Select Service Requests > Create Service Requests or Search Service Requests.
The Create Service Requests or Search Service Requests window opens.
Select Tools > Web Available.
Check the Available check box.