Understanding Self-Service Transactions
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 topic discusses:
Self-service transactions.
Configurable functionality.
Self-service data access.
Case visibility.
Confirmation pages.
The following transactions are available to PeopleSoft Support, PeopleSoft HelpDesk, PeopleSoft HelpDesk for Human Resources, and PeopleSoft HelpDesk for Higher Education self-service users:
Search for solutions outside the context of a case.
Create a new case (Create Case).
Manage cases.
Search for, review, and update existing cases.
Use FAQs.
Access solutions that belong to the solution library with a specific FAQ configuration.
Use troubleshooting guides.
Access and run troubleshooting guide scripts that have been associated with solution libraries.
Note: For information on using employee self service to add and manage change requests, refer to the documentation on Using Change Management.
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 this case link 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. It is resolved, however.)
Reopen a case.
The Re-open this case link 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 Re-open this 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 a user has resolved the case.
Active Analytics Framework (AAF) Notifications
The AAF decision engine handles notifications related to activity that is in the self-service pages. PeopleSoft delivers AAF action types that:
Send a notification when a new case is submitted.
Send a notification when a user clicks the Contact Me regarding this case button.
The system sends both notifications to the agent, call center manager, or provider group who is assigned to the new case.
Note: All AAF policies are delivered inactive. Users must activate the AAF objects that they wish to use.
Self-Service Workflow
PeopleSoft has built these action types and workflow actions into its self-service applications for PeopleSoft HelpDesk, HR HelpDesk, Support, and Service Center for Higher Education:
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 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.
When a user clicks the Contact Me Regarding This Problem button for a case that is assigned to an agent:
The system sends an email to the assigned agent of the case if their notification preference is email or both.
The system sends the case to the assigned case agent's list if their notification preference is worklist or both.
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).
Field Value Configuration
When you set up prompt tables for certain case fields, you can enter self-service versions of the field values.
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.
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, attachments, 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.
Case visibility
When searching cases in Case Search, only the cases with All visibility are visible.
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. Furthermore, the field labels for self-service users may differ from those seen by agents (depending on prompt table setup).
To prevent employees from viewing sensitive case information (for example, grievances) through the HelpDesk self-service applications, PeopleSoft has added a value called Internal, exclude Case Contact to the Visibility drop-down menu list on the agent-facing Case page. When an agent selects Internal, exclude Case Contact, the employee who is the subject of the case is unable to view the case through the HelpDesk self-service application.
The person who reported the case (Reported By) can view it in the self service application if the case is not secured. When a case is secured, the Reported By person will no longer have visibility to the case in the self-service application.
Note: This feature is only applicable to CRM HelpDesk, HelpDesk for Human Resources, and Service Center for Higher Education.
When self-service users perform certain actions, the system provides a confirmation to assure the user that the transaction was successful.
The confirmation pages have different forms depending on the application.
PeopleSoft Support displays confirmation text at the top of the page where the user performs the action. The confirmation message is highlighted with a yellow background.
PeopleSoft HelpDesk and PeopleSoft Service Center for Higher Education use a separate confirmation page, where the user must click a button or link before continuing.
Note: You can control the appearance of configuration pages by modifying display templates.
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. Gives the user the new case number. |
|
Close a case. |
Submit Confirmation page (RC_CASE_HD_SS_CLOS) |
Confirms that the case is successfully closed. |
|
Reopen a case. |
Submit Confirmation page (RC_CASE_HD_SS_SUBT) |
Confirms that the case is successfully reopened. |
|
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_HD_SS_CLOS) |
Confirms that the solution is successful and the case is closed. |