People Soft HR Help Desk Product Overview and

People. Soft HR Help Desk: Product Overview and Implementation Best Practices: A Presentation for the Norcal OAUG January Training Day January 17, 2008

Who We Are § Apex IT is a national systems integrator and consultancy with expertise in both Customer Relationship Management and Enterprise Resource Planning § An Oracle Certified Advantage Partner, Apex IT supports the core platforms of the Oracle Applications Family ü Those platforms include: Ø People. Soft Enterprise Ø Oracle E-Business Suite Ø Siebel Enterprise and Siebel On Demand § Apex IT is a full service consultancy – our service offering addresses the entire application implementation continuum - everything from strategy development and implementation, to change management and post-implementation managed services ü Our service offering also includes custom development capabilities

Today’s Presenters § Bruce Stanley– Senior Consultant ─ Experienced People. Soft Help Desk implementation consultant based in Northern California ─ Subject Matter Expertise in all People. Soft Call Center Automation products: IT Help Desk, HR Help Desk and Support ─ Strong technical and functional acumen ─ Contact information: bruce. stanley@apexit. com

Today’s Agenda § Item #1: Overview of key HR organizational and HR Help Desk challenges § Item #2: A detailed review of key People. Soft HR Help Desk functions and their benefits based on the new 9. 0 release § Item #3: Implementation Best Practices Open Discussion § Item #4: Q & A

Agenda Item #1: - Overview of Key HR Organizational and HR Help Desk Challenges

HR Help Desk Organizational Challenges § § Employees default to who they know Manual processes and spreadsheet call tracking § Inconsistent processes and answers across the organization § Slow resolution time due to lack of centralized knowledge base § § Lack of security, accountability and insight Ineffective use of talented HR resources Why didn’t my pay adjustment show up? How do I change my beneficiaries? How do I modify my withholdings? Am I eligible for 401 -K matching? Employees Can I go negative in my vacation accrual? How do I terminate an employee? Can you correct my department number? I need to arrange a personal leave of absence

HR Help Desk Goals Call Tracking & Management Visibility / HIPAA Security § How can I track the number of calls that are submitted against a specific issue? § How can I make sure that only specific people can see sensitive or secure data? § How can I ensure a quick and accurate answer to questions? § How can I ensure that personal employee data is secure? Receive Inquiry Reduce Costs / Call Diagnose Issue Close Case Employee Satisfaction § How can I make sure that my specialist are not answering basic questions? § How can I enable employees to resolve their own questions? § What is the best way to route calls to the right person, the first time? § How can I improve the operational efficiency of the HR department?

Understanding PSFT HR HD Value Throughout the Organization HR Agent Workforce • Automatic routing • “One-stop” shopping • 360 -view • Improved service • Faster problem resolution • Effective tools • Knowledge management levels • Improved satisfaction • Quality answers • Increased trust Management • Centralized solutions • Leverages investments • Direct control over: §Service quality §Metrics • Correct deployment of resources

HR Organizations § Other organizations that could use the Help Desk application: – Risk Management – Corporate Compliance – Safety – Facilities Management – HRIS – HRIT

Agenda Item # 2: - A Detailed Review of Key - People. Soft HR Help Desk Functions and Their Benefits Based on the New 9. 0 Release

HR Operations Transactions The following HCM processes can be supported by People. Soft HR Help Desk: § § § § Workforce Management – Personal Information and Job data Employee Movement Management Position Management § Seasonal employment Benefits Administration § Wellness Compensation Administration § Strategic Business Planning Recruitment § Organization Development and On-boarding and Off-boarding Design Payroll Administration § HR Client Consultancy Services Pension Administration § Grievance Tracking Absence Management Records Management Labor Relations Management Training Recognition and Rewards Management Temporary Employment Services Agency (TESA) Seasonal employment

People. Soft Help Desk Options HR Help Desk IT Help Desk 360 Degree View of Employee’s HR Related Data Asset Management Change Management Action Links into HR Defect/Fix Mgmt Secured Cases ITIL Certified Customer Support Customer Service Focused Tied into Order Capture for upsell/cross-sell Tied into SFA

PSFT HR HD Module Overview MCF / Unified Agent Desktop Call/CTI Email People. Soft HR Help. Desk Chat Case Employee Self Service Notes & Attachments Tasks Integrations Human Resources Case History Related Cases Related Actions Action Links Solution Notes Libraries Relates Actions History

360 Degree View of the Employee Can create activities from here Make profile changes Pull Info from External Sources (like HR) Action links right on this page Can be security controlled where different information is displayed depending on who you are

360 Degree View of the Employee Cont. Real-Time Integration to People. Soft HCM Can be security controlled where different information is displayed depending on who you are

360 Degree View of the Employee Cont. Real-Time Integration to People. Soft HCM Can be security controlled where different information is displayed depending on who you are

360 Degree View of the Employee Cont. Real-Time Integration to People. Soft HCM Can be security controlled where different information is displayed depending on who you are

From 360 Degree View, Go to a Case Quick Codes allow agent to quickly profile a common issue Log enhancement requests, problems, change requests, incidents Auto-Assignment engine Active Analytics Framework and notify agents of special conditions Can manually or auto escalate

Additional Case Functionality – People. Soft HR HD 2 Secure Case flag limits access to the Provider Group Members of other Provider Groups can see a Case on a search page, but can not open it. The Case description is also masked for them.

Additional Case Functionality – People. Soft HR HD Case Action Links are configurable and based on the Agent’s security Through Single-Signon the Agent can go directly to an Employee’s record in People. Soft HCM

Solutions Can Attempt or Solve Four ways to search for solutions

Solution Spidering for Knowledge Management People. Soft can spider file directories and internet/intranet websites that can be searched through solution advisor

Case Management Send Emails Track Time Word/PDF Merge and Send Case History tracks changes, interactions, and events Remembers where you’ve been Create Parent/Child relationships

Screen Search Export this list to Excel and print it out or format it (online report) Personalize the columns that you want to see (hide or freeze), the order, and the sort order. You can show the HIGH priority cases first Save your searches. If you are a manager, you can save a search for each of your agents or by date

Email Response Management System & People. Soft HR HD Auto-Processing of Emails to Create Cases, Update Cases, or Perform Other Actions

People. Soft HR Help Desk Self Service

People. Soft HR Help Desk Self Service Cont. Highly Configurable Case Categorization for Automation

People. Soft HR Help Desk Self Service Cont. Employees Can Search for Solutions without Creating a Case – or to Solve Their Own Case

Secured Worker

Key Product Highlights to Keep in Mind PSFT HR HD Capabilities • Security, visibility, integration, and built in best practice processes are robust and will protect your key employees privacy and ensure consistent handling of employee issues • Natural extension to an existing People. Soft HR implementation • PSFT HRHD Self Service is a win-win for your HR department and your employees

Agenda Item #3: Implementation Best Practices – Let’s Discuss

Agenda Item #4: Questions & Answers (Maybe )

§ Thank You! § For additional information, visit the Apex IT People. Soft HR Help Desk Content Library & Knowledge Portal: http: //www. apexit. com/hrhelpdeskportal/ind ex. html § Questions? Contact Bryan Hinz at 612. 964. 5596 or bryan. hinz@apexit. com