The Request to Resolve Process
The key business process for Service Center for Higher Education is the request to resolve process.
The request component of the process where the constituent has an inquiry that must be answered by the higher education institution. Constituents first engage the contact center by leveraging any of the channels that are available to them. They either find the information they need, or if they cannot find it, they initiate a request with the contact center. Thus, your constituents or the workforce can leverage the self service interface first.
Constituents can create cases within self service and those cases can then be routed to the appropriate agent within the contact center to engage and help resolve the issue. They can also manage or update their cases from self service.
Constituents can use the email channel to communicate with the institution. With this communication channel, the constituent can send email to the institution and the email, when sent to the HR mailbox, can be parsed and searched for certain keywords. Based on these keyword matches (for example, admissions status or course enrollment), the email is routed to the appropriate agent or specialist to engage and answer the inquiry.
Using chat, constituents can access self service, initiate a chat conversation, and have a live interaction with an agent or a specialist within the institution. The chat is routed again to the most appropriate agent given the type of topic or issue in which the constituent is interested.
The constituent can also make contact using the telephone. Service Center for Higher Education includes technologies that leverage computer telephony integration (CTI), which routes the call to the appropriate agent based on the type of issue and displays relevant constituent or case information on the agent's screen so that they can interact with the constituent immediately.
After the inquiry enters the contact center, that inquiry is directed into the higher education institution. After the agent (the person to whom the issue has been routed, based on skills-based routing) engages, then the next step the agent takes is to go to the 360–degree view of the constituent record. The 360-degree view provides a complete view of the constituent, including student and/or employee information and case history information, in a single screen.
From the 360-degree view, the agent can create a case and use Case Management tools to help diagnose and resolve the issue. After the case is closed, the system can send a case closure email message that summarizes the solution to the problem and any other information that you want to send to the constituent. Additionally, you can leverage PeopleSoft's Online Marketing solution to conduct surveys (for example, to determine customer satisfaction).
The last component analysis. If you cannot analyze information regarding the contact center performance, then cannot get the full value out of your contact center. To this end, Oracle delivers a number of analysis options: everything from basic operational reports to interactive reports and more sophisticated analytics.
The key component to keep in mind is integration. Integration provides the unique value-added functionality within the Service Desk for Higher Education. Service Center for Higher Education provides three types of integration:
First, in order to create cases for constituents, basic constituent data must reside in Service Desk for Higher Education. This includes basic person information such as contact biographical information and high-level academic information such as Institution, Career, and Plan (and for employees: contact information and department, location and job). Constituent data can be synchronized in full for the initial load of data, and then subsequent constituent data loads in PeopleSoft Campus Solutions can be synchronized incrementally as changes occur (for example, when a constituent’s address is updated).
Second, the 360-Degree View leverages asynchronous integration to PeopleSoft Campus Solutions that fetches and displays student data alongside CRM data for a complete view of the constituent.
Third, the Action Links and Self-Service leverage single-sign-on integration technology, enabling the user to seamlessly navigate between the Service Center for Higher Education and PeopleSoft Campus Solutions transactions.