Oracle HCM Cloud: Human Resources Help Desk Ed 3

Oracle Modern Best Practices

• Common Questions
• Business Challenge: How do you design an optimal business process to
• increase employee productivity?
• Business Solution: Oracle Modern Best Practices (OMPB)
• Benefits of Using OMBP
• What is included in an OMBP process?
• How do I read an OMBP?
• How does OMBP impact me?
• Workforce Issue to Resolution
• Where can I find more information?
• Instructor Demonstration
• Key Points

HR Help Desk: Overview

• Common Questions
• HR Help Desk: Purpose
• HR Help Desk: Simple Scenario
• Service Request Processing Flow
• Status and Status Types
• The User Interface: Employee
• The User Interface: Help Desk Agent/Manager
• HR Help Desk Dashboard
• The User Interface: Knowledge Management
• Notifications: Worklist
• Other Notifications
• Interactive Notifications
• Notification Preferences Manager
• Instructor Demonstration
• Key Points
• Practices

Configuration Overview

• Common Questions
• Configuration Components
• Key Points

Before You Start

• Common Questions
• Enabling HR Help Desk
• Enabling the Help Desk Offering
• Enable Elastic Search
• Configure Global Knowledge Locale
• Job Roles
• Instructor Demonstration
• Configure Lookups
• Enable Profile Options
• Manage Scheduled Processes
• Key Points
• Practices

Categories and Product Groups

• Common Questions
• Categories
• Product Catalog
• Instructor Demonstration
• Key Points
• Practices

Understanding Queues

• Common Questions
• Work Assignment Process: Overview
• Default Queue
• Recommended Practices
• Rule-Based Queue Assignment
• Further Considerations
• Instructor Demonstration
• Key Points
• Practices

Service Request Routing

• Common Questions
• Omnichannel
• Routing Considerations
• Work Item Type
• Channel Capacity Limits
• Agent Presence and Capacity Options
• Work Starvation Prevention
• Queue Overflow
• Instructor Demonstration
• Key Points
• Practices

Email Channel

• Objectives
• Email Processing Overview
• Inbound Email Processing
• Email to SR Fields Mapping
• Auto-Populated SR Fields
• Implement Inbound Email Processing
• Enable Default Processing
• Redirect Inbound Email
• Create an Email Channel
• Create Email Filters
• Configure Profile Options
• Register Inbound Email Channels
• Set Up the Scheduled Process
• Periodically Purge Inbound Email Messages
• Troubleshooting
• Outbound Email
• Outbound Email Profile Options
• Instructor Demonstration
• Email Templates
• Email Template Examples
• Creating and Editing Email Templates
• Fields and Data in the Email Template
• Assigning Templates to Message Types
• Using Templates
• Troubleshooting
• Instructor Demonstration
• Key Points
• Practices

Service Entitlements

• Common Questions
• Service Entitlements Explained
• Objects Related to Service Entitlements
• Set Up Considerations
• Milestones
• Milestone Types
• Milestone Configuration
• Coverage
• Coverage Levels
• Schedules and Exceptions
• Coverage Rules
• Apply a Default Coverage to All Employees
• Monitor Service Entitlements
• Run a Scheduled Process
• Take Actions Based on Milestone Status
• View Milestone Diagnostics
• Report on Entitlement Performance
• Instructor Demonstration
• Summary
• Practices

Action Plans

• Objectives
• Action Plans
• Action Precedence
• Admin Tasks
• Creating Actions
• Attribute Mappings
• Status Mapping
• Action Plan Templates
• Action Plan Default Calendar
• Action Plan Analytics
• Instructor Demonstration
• Key Points
• Practices

Outcomes and Resolutions

• Objectives
• Resolving a Service Request
• Outcome and Resolution Mapping
• Instructor Demonstration
• Key Points
• Practices

Adaptive Intelligence and Search

• Objectives
• Help Desk Request Classifications
• Required Roles
• Required Connections and Validations
• Setup Steps
• Enable Request Classification
• Configure the Profile Options
• Validate Authentication
• Start the Data Ingestion and Model Learning
• Validate the Setup
• Testing the Setup
• The Insights Dashboard
• Adaptive Search
• Instructor Demonstration
• Key Points

Productivity Tools

• Objectives
• Productivity Tools
• Enabling Productivity Tools
• SmartText Considerations
• More SmartText Considerations
• Instructor Demonstration
• Key Points

Workflows

• Objectives
• Workflows
• Object Workflows
• Example: Escalating a Service Request
• Example: Requiring Approval to Resolve an SR
• Example: When an SR Is Updated by Email, Send an Agent Notification
• Example Groovy Script
• Instructor Demonstration
• Key Points

Implementing Knowledge Management

• Common Questions
• Implementation Overview
• Implementing Knowledge Tasks
• Enable the Knowledge Management Feature
• Implementing Knowledge Profile Options
• Manage Locales
• Manage Knowledge Users
• Manage Content Types
• Configure User Groups
• Configure Knowledge Search
• Manage Article Statuses
• Manage Roles and Privileges
• Run Knowledge Search Processes
• Instructor Demonstration
• Knowledge Authoring
• Knowledge Article Authoring
• Employee Knowledge Access
• Agent Knowledge Access
• Author Access
• Authoring Process
• Content Collections
• Content Collection Creation Process
• Instructor Demonstration
• Key Points
• Practices

Information Resources

• Information Resources
• Oracle Help Center
• Oracle Help Center Learn
• My Oracle Support
• Oracle Cloud Customer Connect
• Oracle University
• Oracle Partner Community