Initiate HCM Journeys from the Help Desk

HR Help Desk is now connected with HCM Journeys, so that an agent can assign a Journey to the Primary Contact on a help desk request, allowing the employee to take appropriate actions with the guidance of an HCM Journey. Employees can also view a new section of the My Help page to browse or search popular Journey resources and initiate a journey that may help resolve their issue (if configured).

Integration of Journeys allows agents to assign journeys to help an employee through a process, potentially avoiding future questions. Displaying assignable journeys on the My Help page and within search results can also prevent help desk requests from being initiated if a journey provides the answer or guidance that the employee needs.

Steps to Enable

For Journeys to be enabled, you will need to:

  1. Categorize the Journeys to be shown in the Help Desk (optional).
  2. Enable journeys to show in the My Help page.
  3. Add the Category of Journeys into Visual Builder (optional).

Enable Journeys to be shown in the My Help employee UI in Help Desk:

  1. Log in and go to Help Desk and click My Help.
  2. Choose Edit Page in Visual Builder Studio from the options under your login photo.
  3. Doing this will open the landing-page under Oracle CX HelpDesk UI Extension App -> helpdesk -> employee.
  4. Under the page Designer tab, click on the default Rule.
  5. In the right-hand panel, click the copy icon to duplicate the default rule.
  6. Change the name of the rule to be Layout with Journeys.
  7. Click on the plus sign next to Section and add Assignable Journeys.
  8. Now click on the Variables tab near the top of the page.
  9. Under the Constants section, click on IncludeJourneyInMyHelpPage and change the default value to true to enable viewing of Journeys on the My Help page.
  10. If you want Journeys to be considered when users are searching via the search bar, enable the constant IncludeJourneyInMyHelpSearch by setting it to true.
  11. To filter Journeys so that the Journeys section in My Help is limited to a select category or categories, navigate to the employee page (Oracle CX HelpDesk UI Extension App -> helpdesk -> employee) and use the constant JourneyCategoriesToDisplayForEmp with a list of comma separated values which exactly match the desired categories associated with the journeys that should be included.

For an agent to be able to assign a Journey, the Smart Action must be enabled, as outlined below:

  1. Navigate to enter your existing sandbox, or create a new sandbox session using the instruction below.
    • Under the Navigator, select Sandboxes under the Configuration section.
    • Click the Create Sandbox button, with the following values:
      • Name = HelpDesk (or something of your choosing; note that it is best practice to avoid using names with spaces)
      • Publishable = Yes
    • Select the tool Application Composer
    • Click Create and Enter.
  2. Navigate to the Application Composer by selecting it from the Tools drop-down on the top left-hand side of the page.
  3. Click on Smart Actions under Common Setup in the left-hand panel.
  4. In the search bar, type Journey and Enter.
  5. Under the column Enabled, change the appropriate Object's value to Yes.
  6. Under the sandbox name dropdown, select Publish.
  7. If prompted to Continue, click Continue.
  8. Click Done after publishing the sandbox.

Tips And Considerations

Note that Journeys are only seen by the employees on the My Help page if the journeys can be assigned to the employee.

Employees can assign a Journey to themselves by clicking on the person-plus icon.

Agents can assign a Journey by typing "Assign Journey" in the Action Bar at the top of a help desk request, and then choosing the Journey to be assigned.

Key Resources

Shortly after this feature is generally available, a demo will be found on Oracle Video Hub. 

Access Requirements

To assign journeys to workers, Help Desk agents need the below duty role assigned to them:

  • Manage Journey By HR (ORA_PER_MANAGE_JOURNEY_BY_HR)

To view the global journey templates configured by the administrator, and assign the global journey template to themselves, employee users need the below functional privileges assigned to them:

  • Explore Journeys (PER_EXPLORE_JOURNEYS)
  • View Global Journeys (PER_VIEW_GLOBAL_JOURNEYS)

To view and act on journeys assigned to them, employee users need the below duty role assigned to them:

  • Access Journey by Worker (ORA_PER_ACCESS_JOURNEY_BY_WORKER)