PeopleSoft CRM HelpDesk for Human Resources

Course Details
Tuition (USD):
$3,520.00 • Virtual (4 days)
$2,928.97 • Virtual (4 days)

This PeopleSoft HelpDesk for Human Resources training focuses on the implementation of the PeopleSoft HelpDesk for Human Resources application. Expert Oracle University instructors will help you deep dive into business processes for HelpDesk for Human Resources, while teaching implementers how to set up and administer the application.

Learn To:

  • Set up HelpDesk for Human Resources business units.
  • Set up PeopleSoft HelpDesk for Human Resources.
  • Automate HelpDesk for Human Resources.
  • Use the 360-Degree View to see HR data.
  • Manage Solutions and Solution Advisor.
  • Set up Active Analytics Framework (AAF) policies to automate actions and specify the look and feel of cases using display templates.

Benefits to You

Ensure a smooth, rapid implementation of PeopleSoft HelpDesk for Human Resources. Gain an in-depth understanding of the functionality and options available in the application to support the business processes of your HR support operation. Furthermore, you'll walk away from this course with the ability to use CRM automation and configuration tools in HelpDesk. Human Resources will be able to automate helpdesk operations and allow implementers to easily change the appearance and behavior of the application.

Explore Self-Service Features

You will also be introduced to a list of employee self-service tasks that are supported in HelpDesk for Human Resources. Develop the knowledge to create or update HR cases, search for solutions to resolve issues, chat with agents online, access HR employee links in the HCM system through integration and more.

Discuss Administrative Topics

Administrative topics covered in this course include setting up HelpDesk business units, case management and security features. You will also learn how to set up and use solution management, as well as configure and use the HRHD Worker 360-Degree View. Additionally, you will learn how to set up agreements and service level agreements to help define expectations for case resolution.

Live Virtual Class Format

A Live Virtual Class (LVC) is exclusively for registered students; unregistered individuals may not view an LVC at any time. Registered students must view the class from the country listed in the registration form. Unauthorized recording, copying, or transmission of LVC content may not be made.

Skills Gained

  • Automate HelpDesk for Human Resources
  • Manage personnel changes
  • Identify and set up security features for HelpDesk for Human Resources
  • Describe HelpDesk for Human Resources Functionality
  • Set Up HelpDesk for Human Resources
  • Describe Case Management Functionality
  • Manage Solutions and Solution Advisor

Who Can Benefit

  • Administrator
  • Functional Implementer
  • Technical Administrator
  • Technical Consultant


  • Basic understanding of PeopleSoft HCM application
  • PeopleSoft application fundamentals (e.g. navigation)
  • Basic PeopleSoft administration (roles, permissions, etc.)

Course Details

Managing Worker Information

  • Describing workers
  • Synchronizing CRM and HCM worker data
  • Securing sensitive worker data
  • Setting up workers
  • Setting up and use worklists
  • Setting up provider groups

Setting up Business Units

  • Describing HelpDesk for Human Resources business units
  • Creating HelpDesk for Human Resources business units

Configuring the Case Page

  • Describing the case page display and behavior options
  • Configuring the case page to suit your organization's needs

Setting Up the 360-Degree View

  • Describing the 360-degree view
  • Setting up the 360-degree view

Setting Up Prompt Tables

  • Setting up basic prompt tables
  • Setting up competency-related prompt tables
  • Setting up quick codes
  • Setting up relationship types

Setting Up the Assignment Engine

  • Describing the assignment engine
  • Defining assignment options for business units
  • Maintaining worker and group assignment data
  • Setting up assignment engine weighting factors

Setting Up Links to Human Resources Pages

  • Accessing human resources pages from a case
  • Setting up portal content references
  • Setting up links and link categories
  • Setting up link groups

Setting Up Agreements

  • Describing Service Level Agreements
  • Creating Service Level Agreements
  • Applying Service Level Agreements to a case

Managing Solutions

  • Describing solution management
  • Setting up solution management
  • Creating and maintaining solutions
  • Applying solutions to a case

Setting Up Solution Advisor

  • Identifying elements of the solution infrastructure
  • Building the search collection

Creating and Searching for Cases

  • Describing the case management process
  • Using the case search component
  • Creating a new case
  • Managing secure cases
  • Managing global and duplicate cases
  • Describing call center reports and charts

Working on Cases

  • Adding solutions to a case
  • Reviewing case summary information
  • Adding notes and attachments to a case
  • Managing case tasks
  • Tracking case history
  • Managing related cases
  • Identifying interested parties
  • Relating actions to cases

Automating Operations with Active Analytics Framework (AAF)

  • Describing how to use Active Analytics Framework (AAF) to automate and standardize help desk operations
  • Activating a delivered policy
  • Automating workflow using Active Analytics Framework

Working with Configuration Tools

  • Describing standard navigation pages
  • Describing launch page configuration
  • Describing role-specific navigation pages
  • Displaying pagelets
  • Personalizing navigation pages
  • Describing search page configuration

Setting Up Self-Service

  • Describing self-service features and security
  • Using self-service pages
  • Describing live chat
  • Configuring business units for self-service
  • Defining reasons for closing and reopening cases
  • Configuring the self-service interface

Reviewing Security Features

  • Describing HelpDesk for Human Resources security
Course Details
Tuition (USD):
$3,520.00 • Virtual (4 days)
$2,928.97 • Virtual (4 days)