PeopleSoft HR Help Desk: Product Overview and Implementation Best Practices:

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

2. 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 • Those platforms include: • PeopleSoft Enterprise • Oracle E-Business Suite • 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 • Our service offering also includes custom development capabilities

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

4. Today’s Agenda • Item #1: Overview of key HR organizational and HR Help Desk challenges • Item #2: A detailed review of key PeopleSoft 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

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

6. HR Help Desk Organizational Challenges How do I change my beneficiaries? Why didn’t my pay adjustment show up? How do Imodify mywithholdings? • 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 Am I eligiblefor 401-Kmatching? I need to arrange a personalleave of absence Employees Can you correct my departmentnumber? Can I gonegative in my vacation accrual? How doI terminatean employee?

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

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

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

10. Agenda Item # 2: • - A Detailed Review of Key • PeopleSoft HR Help Desk Functions and Their Benefits Based on the New 9.0 Release

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

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

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

14. 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

15. 360 Degree View of the Employee Cont. Real-Time Integration to PeopleSoft HCM Can be security controlled where different information is displayed depending on who you are

16. 360 Degree View of the Employee Cont. Real-Time Integration to PeopleSoft HCM Can be security controlled where different information is displayed depending on who you are

17. 360 Degree View of the Employee Cont. Real-Time Integration to PeopleSoft HCM Can be security controlled where different information is displayed depending on who you are

18. 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

19. Additional Case Functionality – PeopleSoft 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.

20. Additional Case Functionality – PeopleSoft 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 PeopleSoft HCM

21. Solutions Can Attempt or Solve Four ways to search for solutions

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

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

24. 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

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

26. PeopleSoft HR Help Desk Self Service

27. PeopleSoft HR Help Desk Self Service Cont. Highly Configurable Case Categorization for Automation

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

29. Secured Worker

30. 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 PeopleSoft HR implementation • PSFT HRHD Self Service is a win-win for your HR department and your employees

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

32. Agenda Item #4: Questions & Answers (Maybe  )

33. Thank You! • For additional information, visit the Apex IT PeopleSoft HR Help Desk Content Library & Knowledge Portal: http://www.apexit.com/hrhelpdeskportal/index.html • Questions? Contact Bryan Hinz at 612.964.5596 or bryan.hinz@apexit.com