Understanding the Self-Service Home Page Content and Layout
The self-service home page is a central place where all self-service actions such as finding information, creating cases, and chatting with an agent can be initiated and shortcuts to HR transactions are available. Users can access information or resources they need in order to get their issues resolved. PeopleSoft CRM delivers four versions of home pages:
HR Service Center: HR Help Desk for employees to manage HR questions and inquires.
IT Service Center: IT Help Desk for employees to manage IT questions and inquires.
Customer Service Center: Support for customers.
Campus Service Center: Higher Education for students and faculty.
Various controls and information are displayed on the home page in the form of pagelets. The home pages have different combinations of the following pagelets:
Welcome Banner
Quick Links
Search Here for Answers
Top Solutions
FAQ
Known Issues
Discussion Forums
My Recent Cases
Shortcuts
The Welcome Banner and Search Here for Answers pagelet are fixed in their positions. The self-service user can move other pagelets around by dragging and dropping them to a new position. The following table lists the different pagelets and their description, properties, and the home page they appear in.
Pagelet |
Home Page in Which the Pagelet Appears |
Description |
---|---|---|
Welcome Banner |
All |
Greets the logged in self-service user. |
Quick Links |
All |
Displays links for users to navigate to other components such as Create Case, Manage Cases, Chat, and Email. |
Search |
All |
Allows the user to search for content using the keyword search or browsing through content. |
Top Solutions |
All |
Displays a pre-defined list of top solutions. |
FAQ |
Customer Service Center, HR Service Center, and IT Service Center |
Displays a pre-defined list of Frequently Asked Questions. |
Known Issues |
All |
Displays a pre-defined list of Global Cases. |
Discussion Forums |
Campus Service Center |
Displays a list of discussion forums from Enterprise Portal. |
My Recent Cases |
All |
Displays a list of recent cases for the logged in user. |
Shortcuts |
HR Service Center and Campus Service Center |
Displays a list of shortcuts to HCM, EBS, or Campus Solutions that have been defined by the Administrator. |
All pagelets except the Welcome Banner has icons in the top-right corner. The following table describes the icons on the pagelets.
Icons |
Description |
---|---|
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Refreshes the contents of the pagelet |
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Displays options to minimize or expand and remove pagelet. |