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Understanding Service Center for Higher Education

PeopleSoft CRM Service Center for Higher Education provides a self service interface that provides constituents, employees, and company contacts with access to tools that can help them solve their problems online. The combination of Campus Solutions Self-Service and Service Center Self-Service reduces service delivery costs by enabling constituents and the workforce to self-serve online. The Service Center Self-Service functionality is a complement to Campus Solutions Self-Service. Campus Solutions Self-Service enables users to perform transactions and look up information in Campus Solutions. When the constituent or worker is unable to find the information they are looking for or if they have more complex issues that require one-on-one help, they can access Service Center for Higher Education.

Users can search for answers and diagnose problems by searching the knowledgebase, viewing frequently asked questions, or using the Troubleshooting Guides. If users still cannot find the answer they are looking for, they can contact the service center directly by creating a case using self-service. Alternatively, if your institution has licensed Multichannel Communications, you can provide users the option to communicate with the service center using Chat or Email, which are integrated into the self-service and agent user interfaces. The user interface for creating a case in self-service is simplified for the occasional user. The Case provides limited access to case information and has a simple interface: the user simply fills out the case details and submits the case. You can configure the self service case can be configured to do the following when a case is submitted:

The assigned agent engages with the constituent and follows the request-to-resolve business process flow discussed previously.

See The Request to Resolve Process.

When the constituent logs into self service the Welcome page is displayed. The Welcome page is a landing page that serves as a launch pad to various PeopleSoft CRM components. Clicking the Service Center link on the Welcome page launches the Service Center page.

From the Service Center page, several self-help tools are available to aid users in finding a solution to their inquiries:

  • Search Solutions allows the user to search using keywords. A results grid returns a percentage relevancy score, with highest percentage displayed at the top. A solution preview allows the user to see the first few lines of the solution with drill-down capability to view the details.

  • Frequently Asked Questions is a list of frequently asked constituent questions. The user can choose a topic like Academic Affairs and a business unit from the menu and click the Search button. A results grid returns the first few lines of the symptom description with drill-down to view the details.

  • Another constituent self-service tool is the Troubleshooting Guide (also called a knowledge tree). The Troubleshooting Guide asks the user a series of questions. As the user answers the questions, he or she eventually arrives at an answer to the problem, or at least the guide can narrow down the focus of the problem. Troubleshooting Guides are created using the CRM Branch Scripting functionality.

Customer Selection allows a user who has multiple roles to switch roles in order to be represented as another role during case creation.

The constituent can click the Add Case link from the Service Center page to create a self service case. Two self-service case pages are delivered in Service Center for Higher Education:

  • The self-service case page for a constituent (includes students and faculty).

  • The self-service case for a company contact.

The only difference between the two pages is the customer identification information in the contact details. When the self service user is a student or faculty member, the case contact detail section displays business unit, name, contact details, and site information. When self service user is company contact, the case contact detail section displays business unit, name (which is the company name), contact (which is the contact name), contact details, and site information. The problem details and attachment section are the same for all roles. The user can fill out the problem details and attach any supporting documents such as forms or documents.

All three roles have access to search for solution using keywords with the Submit and Search Solutions button at the bottom of the Case page.

Clicking the Manage Cases link from the Service Center page allows constituents to find their existing cases and take necessary action.

Because a self service user might have multiple roles, the user can search across roles to return all cases created by that constituent. For example, he or she could search on All My Open Cases and the search results return cases that the user created as both a faculty member and a student. Predefined searches that are delivered for all three roles include:

  • All my cases.

  • All my cases reported in the last 30 days.

  • All my case reported in the last 7 days.

  • All my open cases.

Clicking the Case ID transfers the user to view the case information and make updates, such as adding notes and attachments and closing the case if the user no longer requires help. Each time the self-service case is updated, workflow can alert the assigned agent or provider group that the case has been updated in self-service (for example, a change in contact information, the constituent searching for new solutions, or viewing solutions under consideration).

The Service Center landing page contains two role-based links:

  • Student Center.

  • Faculty Center.

The former is provided for self-service students; the latter is for faculty members. The links are visible based on role: if the self-service user has both the Individual Consumer role and the Worker role, then both the Student Center link and the Faculty Center link are displayed.

Students can directly access the Campus Solutions Student Center page as well as other Campus Solutions pages directly from the Student Center link. Through single sign-on, students can seamlessly reach the self-service Student Center page, where they can perform student-related activities. Faculty members can likewise navigate to the Campus Solutions self-service Faculty Center page through the Faculty Center link to perform faculty-related activities.

The following table displays the roles that have been defined for Service Center for Higher Education.

Role

User

Capabilities

IT HE Agent

SSS_ITAG

Creates and manages IT cases.

CS–CRM HE Level One Agent

SSS_HEAG1

Creates and manages Support cases. Access to biographical, admissions, academics, and contributor relations.

CS–CRM HE Level Two Agent

SSS_HEAG2

Creates and manages IT and Support cases. Access to all constituent information.

HE Administrator

SSS_HEADMIN

Performs setup and administration.

CS–CRM Recruiter

SSS_REC

Manages relationships with suspects, prospects, and applications. Access to most constituent information.

CS–CRM Financial Aid Officer

SSS_FAO

Reviews financial aid checklists and provides advice to applicants.

CS–CRM Fundraiser

SSS_FUND

Raises funds and determines whether alumni have a history of giving.