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
	Refreshes the contents of the pagelet
	Displays options to minimize or expand and remove pagelet.