Defining the Self-Service Home Page Content and Layout

Use the Home Page - General page (RC_SS_GENERAL) to enter an email address to which emails from the home page will be sent.

Image: Home Page - General page

This example illustrates the fields and controls on the Home Page - General page.

Use the Home Page - Top Solutions page (RC_SS_SOLUTION) to search for solutions using search criteria and select solutions to be displayed in the Top Solutions pagelet on the Support Self Service home page across different business units.

Image: Home Page - Top Solutions page (1 of 2)

This example illustrates the fields and controls on the Home Page - Top Solutions page (1 of 2).

Image: Home Page - Top Solutions page (2 of 2)

This example illustrates the fields and controls on the Home Page - Top Solutions page (2 of 2).

Solution to Display on Top Solutions Pagelet Section

Field or Control	Definition
Solution Summary	Click the Solution Summary link to drill into solution and open the solution details in a separate window.
	Click the Delete row icon to remove a solution so that it is not displayed on the Top Solutions pagelet on the home page.
Order	Specify the order in which the solutions will be displayed in the Top Solutions pagelet and click the Save button.

Use the Home Page - Search Pagelet page (RC_SS_FACET) to set up the Search Here for Answers pagelet on the home page by selecting the facets and values under each facet to be displayed.

Image: Home Page - Search Pagelet page

This example illustrates the fields and controls on the Home Page - Search Pagelet page.

Use the Home Page - FAQ page (RC_SS_FAQ) to select the Top Frequently Asked Questions to be displayed in the FAQ pagelet on the home page across different Set Ids and Solution Libraries.

Image: Home Page - FAQ page (1 of 2)

This example illustrates the fields and controls on the Home Page - FAQ page (1 of 2).

Image: Home Page - FAQ page (2 of 2)

This example illustrates the fields and controls on the Home Page - FAQ page (2 of 2).

The page displays the list of FAQ that have been selected to display on the Top FAQ pagelet. The fields and controls in the Home Page - FAQ page are similar to the fields and controls in the Home Page - Top Solutions page. See the Home Page - Top Solutions Page topic for more information.

Use the Home Page - Known Issues page (RC_SS_ISSUES) to select the Global Cases to be displayed to a self-service user.

Image: Home Page - Known Issues page

This example illustrates the fields and controls on the Home Page - Known Issues page.

The Home Page - Known Issues page displays cases that are Global, Non-secured, with Visibility set to external and Open or On-Hold. It displays cases across all Business Units that are relevant to the Display Template Family. The cases are sorted by Date Created. You can click the Case ID link to view case details in a separate window. Select or deselect the global case to be displayed in the Known Issues pagelet.

Use the Home Page - Shortcuts page (RC_SS_LINKS) to set up HCM or Campus Solutions shortcut links to be displayed on the Home page.

Image: Home Page - Shortcuts page

This example illustrates the fields and controls on the Home Page - Shortcuts page.

The Administrator can use the Home Page - Shortcuts page to set up the shortcut links to be displayed in the Shortcuts pagelet. These Shortcuts are integration points to HCM, EBS or Campus Solutions. The Administrator can set up any number of links to the commonly used components in HCM, EBS, or Campus Solutions.

The Shortcuts are defined using Link Groups, Link Categories and Link Definitions, which is existing functionality. The administrator can add the Link Definitions to the Shortcuts pagelet. Link Definitions that have been marked as Self Service will be available to be added to the Shortcuts pagelet.

The Administrator can select the Display in Pagelet check box to select the links to be displayed in the Home Page - Shortcuts page. The Administrator can also specify the Link Order and Category Order for the pagelet.

Use the Home Page - Quick Links page (RC_SS_QUICK_LINKS) to set up the quick links to be displayed in the Quick Links pagelet.

Image: Home Page - Quick Links page

This example illustrates the fields and controls on the Home Page - Quick Links page.

The Home Page - Quick Links page allows the Administrator to select Quick Links to be displayed to a self-service user and specify their order of appearance in the pagelet. Quick Links are provided to quickly navigate to some of the most used self-service pages in the application. The Administrator can add the Link Definitions to the Quick Links pagelet. Link Definitions that have been marked as Self Service will be available to be added to the Quick Links pagelet. Administrators can set up the quick links to be displayed in the Quick Links pagelet.

There are two types of Create Case pages. The Administrators can enable one of the Create Case pages to appear in the home page as business requirements.

Use the Home Page - Chat Schedule page (RC_SS_AGT_SCHEDULE) to set up Chat Schedule.

Image: Home Page - Chat Schedule page

This example illustrates the fields and controls on the Home Page - Chat Schedule page.

The Administrator defines the Hour of Operations for each day of the week during which the Chat agents will be available using the Home Page - Chat Schedule page. The Chat Schedule works based on the Display Template family defined. This helps to maintain different chat schedules for Support and Helpdesk call centers. The Time Zone and Hours of Operations are defaulted from the Calendar Options (select Main Menu, then select Setup CRM, then select Install, then select Installation Options). The Administrator can select a different Time Zone, if needed. The Chat with Agent link is displayed on the Quick Links pagelet when a self-service user logs in during these hours. The Holiday Schedule page (HOLIDAY_SCHED_TBL) [select Set Up CRM, then select Common Definitions, then select Calendars and Schedules, then select Holiday Schedule] specifies the days during which the Chat will not be available for the user.

An Administrator can configure a Live Chat with Agent section to appear on various pages using the Chat Enabled Page Setup page (RB_CHAT_ADMIN) [select Setup CRM, then select Product Related, then select Multichannel Definitions, then select Chat, then select Chat Page Setup]. The Chat Schedule set in the Home Page - Chat Schedule page affects this functionality as well. If the Chat with Agent functionality is enabled for a page (e.g. Contact Us page), then during runtime, the Live Chat with Agent section or Chat with Agent button is displayed only when a self-service user logs in during the Hour of Operations set through the Chat Schedule setup. Otherwise, Live Chat with Agent section or Chat with Agent button is not displayed.

When the chat functionality is configured, the following pages have the Chat with Agent button:

• Troubleshooting Guide page

• FAQ page

• Create Case pages

• Open/Display Case pages

• Search page

• Solution Details page

• Known Issues page

• Change Request page

• Internal Contact page

• Customer Selection page

Use the Personalize Content: <Service Center Name> page (PORTAL_HPCOMP) to personalize the name of the home page, Welcome message, and select pagelets to be displayed.

Image: Personalize Content: <Service Center Name> page

This example illustrates the fields and controls on the Personalize Content: <Service Center Name> page.

Use the Personalize Layout: <Service Center Name> page (PORTAL_HPLAYOUT) to personalize the name of the home page, Welcome message, and select pagelets to be displayed.

Image: Personalize Layout: <Service Center Name> page

This example illustrates the fields and controls on the Personalize Layout: <Service Center Name> page.