Human Resource Help Desk Agent (Job Role)
Individual responsible for managing and resolving workforce service requests for an organization.
Role Hierarchy
The Human Resource Help Desk Agent job role directly and indirectly inherits these roles.
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Human Resource Help Desk Agent
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HR Help Desk Service Request Management
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Knowledge Authoring
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Knowledge Home for HCM
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Duties
This table lists the duties assigned directly and indirectly to the Human Resource Help Desk Agent job role.
Duty Role | Description |
---|---|
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
Knowledge Authoring |
Provides for the ability to participate in the life cycle of a knowledge article from creation to deletion |
Knowledge Home for HCM |
Knowledge Home duty role strictly for HCM access |
Privileges
This table lists privileges granted to duties of the Human Resource Help Desk Agent job role.
Granted Role | Granted Role Description | Privilege | Privilege Description |
---|---|---|---|
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
Access Partner Media Toolbar |
Allows access to the partner media toolbar |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
Add Attachment |
Allows adding an attachment to a SR or SR Message. This privilege will also allow the user to delete an attachment from the SR. |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
Assign Service Request |
Allows manual assigning of service request to a resource |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
Assign Service Request to Queue |
Allows manual assigning of service request to a service queue. |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
Compose Customer Message |
Allows composing a customer message for a SR |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
Compose Internal Note |
Allows composing an internal note for a SR |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
Compose Response |
Allows composing a Response for a SR |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
Create Activity |
Allows creating activities. |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
Create Article |
Not Available |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
Create Service Request |
Allows creation of a service request |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
Delete Activity |
Allows deleting activities. |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
Download Attachment of an SR or SR Message |
Allows downloading an attachment of an SR or SR Message. |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
Edit Service Request |
Allows editing of a service request |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
Forward Service Request |
Allows forwarding a SR |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
HR Help Desk Agent Action |
Allows actions that a help desk agent can take on a service request. |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
Manage Omnichannel Presence and Availability |
Allows management of the omnichannel availability for new work, presence menu and indicator. |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
Manage SR Team Member |
Allows adding/removing a team member to a SR |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
Manage SmartText |
Allows creation, update and delete of a SmartText. |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
Update Activity |
Allows editing activities. |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
Update Primary Contact |
Allows manual update of Primary Contact field. |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
Use SmartText |
Allows using SmartText. |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
View Activity |
Allows viewing activities. |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
View Attachment |
Allows viewing attachments on a SR or SR Message |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
View Contextual pop up for a Person |
Allows viewing of contextual pop up for a person to perform HCM actions on that person. |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
View HR Help Desk Agent Dashboard |
Allows viewing of HR Help Desk Agent dashboard. The dashboard contains analytical reports on service objects for HR. |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
View HR Help Desk Service Request List |
Allows viewing of HR Help Desk service request list. |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
View Help Desk Service Request |
Allows viewing of Help Desk service request details. |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
View Interactions |
Allows viewing of interactions history. |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
View Knowledge within Service Request |
Allows viewing of knowledge base components within the service request UI. |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
View Service Request Activities |
Allows viewing of service request activities tab and its contents. |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
View Service Request Audit History |
Allows viewing of service request audit history. |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
View Service Request Team |
Allows viewing of service request team tab and its contents. |
Knowledge Authoring |
Provides for the ability to participate in the life cycle of a knowledge article from creation to deletion |
Knowledge Authoring |
Manage Knowledge Articles |
Knowledge Home for HCM |
Knowledge Home duty role strictly for HCM access |
Access Knowledge Home in HCM |
Allow accessing Knowledge Home under HR Help Desk. |
Data Security Policies
This table lists data security policies and their enforcement across analytics application for the Human Resource Help Desk Agent job role.
Business Object | Policy Description | Policy Store Implementation |
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Activity |
A Human Resource Help Desk Agent can delete activity where they are either the owner or a delegator of an activity. |
Role: Human Resource Help Desk Agent Privilege: Delete Activity (Data) Resource: Activity |
Activity |
A Human Resource Help Desk Agent can update activity where they are either a resource or a delegator of a task or an owner or a delegator of an appointment or an owner or a delegator of a call report activity. |
Role: Human Resource Help Desk Agent Privilege: Update Activity (Data) Resource: Activity |
Activity |
A Human Resource Help Desk Agent can view activity for all activities in the enterprise |
Role: Human Resource Help Desk Agent Privilege: View Activity (Data) Resource: Activity |
Activity |
A Human Resource Help Desk Agent can view activity where they are either a resource or a delegator of an activity. |
Role: Human Resource Help Desk Agent Privilege: View Activity (Data) Resource: Activity |
Activity Note |
A Human Resource Help Desk Agent can manage activity note where they are the author of the note or the note is not a private note |
Role: Human Resource Help Desk Agent Privilege: Manage Activity Note (Data) Resource: Activity Note |
Activity Resource |
A Human Resource Help Desk Agent can update activity resource where they are a resource for an activity. |
Role: Human Resource Help Desk Agent Privilege: Update Activity (Data) Resource: Activity Resource |
Application Attachment Category |
A Human Resource Help Desk Agent can delete application attachment for all application attachments of categories including service request internal and miscellaneous documents |
Role: HR Help Desk Service Request Management Privilege: Delete Application Attachment Resource: Application Attachment Category |
Application Attachment Category |
A Human Resource Help Desk Agent can read application attachment for all application attachments of categories including service request internal and miscellaneous documents |
Role: HR Help Desk Service Request Management Privilege: Read Application Attachment Resource: Application Attachment Category |
Application Attachment Category |
A Human Resource Help Desk Agent can update application attachment for all application attachments of categories including service request internal and miscellaneous documents |
Role: HR Help Desk Service Request Management Privilege: Update Application Attachment Resource: Application Attachment Category |
Content Type Table |
A Human Resource Help Desk Agent can update content type table hcm content types |
Role: Human Resource Help Desk Agent Privilege: Update Article of a content type Resource: Content Type Table |
Content Type Table |
A Human Resource Help Desk Agent can view content type table hcm content types |
Role: Human Resource Help Desk Agent Privilege: View Article of a content type Resource: Content Type Table |
Inbound Message Detail |
A Human Resource Help Desk Agent can manage inbound message for all inbound messages sent to a human resource channel |
Role: HR Help Desk Service Request Management Privilege: Manage Inbound Message (Data) Resource: Inbound Message Detail |
Service Assignment Queue |
A Human Resource Help Desk Agent can manage service queue for all human resource service queues |
Role: HR Help Desk Service Request Management Privilege: Manage Service Queue (Data) Resource: Service Assignment Queue |
Service Category |
A Human Resource Help Desk Agent can manage service category for all human resource service categories |
Role: HR Help Desk Service Request Management Privilege: Manage Service Category (Data) Resource: Service Category |
Service Request Header |
A Human Resource Help Desk Agent can manage service request header where the human resource service request is assigned to a queue that they are a member of |
Role: HR Help Desk Service Request Management Privilege: Manage Service Request Header (Data) Resource: Service Request Header |
Service Request Header |
A Human Resource Help Desk Agent can manage service request header where the human resource service request is assigned to them |
Role: HR Help Desk Service Request Management Privilege: Manage Service Request Header (Data) Resource: Service Request Header |
Service Request Header |
A Human Resource Help Desk Agent can manage service request header where they are a member of human resource service request team |
Role: HR Help Desk Service Request Management Privilege: Manage Service Request Header (Data) Resource: Service Request Header |
Service Request Header |
A Human Resource Help Desk Agent can manage service request header where they are the primary contact of the human resource service request |
Role: HR Help Desk Service Request Management Privilege: Manage Service Request Header (Data) Resource: Service Request Header |
Service Request Header |
A Human Resource Help Desk Agent can manage service request header where they created the human resource service request |
Role: HR Help Desk Service Request Management Privilege: Manage Service Request Header (Data) Resource: Service Request Header |
Service Request Message |
A Human Resource Help Desk Agent can manage service request message for all service request messages |
Role: HR Help Desk Service Request Management Privilege: Manage Service Request Message (Data) Resource: Service Request Message |
Service Request Resource |
A Human Resource Help Desk Agent can manage service request resource for all service request resources |
Role: HR Help Desk Service Request Management Privilege: Manage Service Request Resource (Data) Resource: Service Request Resource |
Site Table |
A Human Resource Help Desk Agent can access site table the hcm department |
Role: Human Resource Help Desk Agent Privilege: Access Content with Department Resource: Site Table |
Tag Table |
A Human Resource Help Desk Agent can access tag table the internal user group |
Role: Human Resource Help Desk Agent Privilege: Access Content with Usergroup Resource: Tag Table |
Privacy
This table lists data security policies for privacy for the Human Resource Help Desk Agent job role.
Business Object | Policy Description | Policy Store Implementation |
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Trading Community Person Phone |
A Human Resource Help Desk Agent can manage trading community person phone for all trading community person mobile phone numbers |
Role: Human Resource Help Desk Agent Privilege: Manage Trading Community Person Mobile Phone Number Resource: Trading Community Person Phone |
Trading Community Person Phone |
A Human Resource Help Desk Agent can view trading community person phone for all trading community person mobile phone numbers |
Role: Human Resource Help Desk Agent Privilege: View Trading Community Person Mobile Phone Number Resource: Trading Community Person Phone |