Using eForms for Employee Self-Service In CRM HR HelpDesk 102160 Tung Duong-Topp Apps Systems Engineer Wells Fargo Co Apryl Robarge Apps Systems Engineer Wells Fargo Co

Speakers Tung Duong-Topp Apps Systems Engineer CRM HR Help Desk 20+ years PeopleSoft (HCM & CRM) tung.duong-topp@wellsfargo.com Apryl Robarge PS Administration 3+ years PeopleSoft (HCM & CRM) Apryl.Robarge@wellsfargo.com

Agenda About Wells Fargo Wells Fargo’s CRM HR HelpDesk eForm Overview Coding by Configuration Data Mapping and Case Assignment

About Wells Fargo Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Founded in 1852, Wells Fargo provides banking, insurance, investments, mortgage, and consumer and commercial financial services through more than 8,600 locations, 13,000 ATMs, online (wellsfargo.com), and mobile devices. Employees: 269,000+ team members in 36 countries and territories across our more than 90 businesses Early Adopter: Initially installed PeopleSoft version 2.0 in 1993 Modules: HR, Payroll for NA, Benefits Administration, eRecruit, and related Self-Service Apps and HR Help Desk. Home-grown Manager Self-Service App. Stay Current Strategy: With the upgrade to HCM 9.2, Wells Fargo committed to staying current, by applying two PUM images per year. Current Installation: HCM: 9.2.19 CRM: 9.2.12 PT: 8.55.16

Exasperated Manager HR Service Center Representative

Before we have eForm YOU: I need help Non-PeopleSoft HTML form Calling Sending an email the Service Center Create a case Case Data

After We Have eForm YOU: I need help Urgent or Complicated Non-Urgent Calling the Service Center HR Help Desk Case Data

Contact HR Convert “Contact HR” from email to CRM add-case e-form (small part of ESS)

Data Captured Inside the Database

Advantage For Team Member Convert “Contact HR” from email to CRM add-case e-form (small part of Employee Self Service - ESS) No phone call needed No wait time on the phone Easy to search for and find eForms on internal team member website eForm is live in CRM upon submission and can be tracked eForms are user friendly Requestor’s contact information is automatically populated

Advantage For Our Service Center Convert “Contact HR” from email to CRM add-case e-form (small part of Employee Self Service - ESS) Mostly Oracle “Vanilla” functionalities Topic list is scalable, e-forms are expandable without a release using Online configuration Reduces call volume and wait times Reduces e-mail volume Data is automatically saved into HR Helpdesk (direct integration with CRM) User friendly form/less data to input

eForm Attributes Decreased call volume Ease of use Efficient Low maintenance

eForm Attributes Decreased call volume Reduces Call Center costs Better quality of work life for call center staff Better user experience, including call queue wait time

eForm Attributes Ease of use Drop downs Employee lookup eForms are easy to search for on our internal website User friendly!!!

eForm Attributes Efficient Due to Ease of Use Submitting a form is faster than making a call Questions and guided text reduce time needed to fill out the form Immediate tracking after submission

eForm Attributes Low maintenance Eforms are delivered by Oracle Easy to maintain and add features

Configuration vs. Coding Some Postbuild, Fieldchange, SavePreChange and SavePostChange peoplecode are configurable via Online (Active Analytic Framework or AAF).   Postbuild FieldChg SavePreChg SavePostChg Popup Message X Render a display template Case Update/Field Pre-populate Case History Case Suggested Action Notification&Workflow

What is Active Analytic Framework? AAF is a decision-making system that invokes actions based upon the evaluation of user-defined business rules. AAF provides a user-friendly environment in which functional users can build business rules using the simple if-then structure. (source: PeopleBook)

Configuration vs. Coding Postbuild Peoplecode When a new Self-Service Case is present

Configuration vs. Coding Fieldchange When a new Self-Service Specialty Type is changed

Configuration vs. Coding Some Postbuild, Fieldchange, SavePreChange and SavePostChange peoplecode are configurable via Online (Active Analytic Framework or AAF).

Configuration vs. Coding Some Postbuild, Fieldchange, SavePreChange and SavePostChange peoplecode are configurable via Online (Active Analytic Framework or AAF).

Data Mapping for a HelpDesk Case Setup Data AAF: SavePreChg

Sample Build a Policy AAF

Display Template in Multiple Components USER: I need help Calling the Service Center eForm/Display Template HR Service Center (HRSC) HR Advisor (HRA) HR Accommodation (LDAM) Employee Assistance Consultant (EAC) HR Service Center India Case Data

Display Template for Multiple Business Units USER: I need help Calling the Service Center eForm/Display Template HR Service Center (HRSC) HR Advisor (HRA) HR Accommodation (LDAM) Employee Assistance Consultant (EAC) HR Service Center India Case Data

102160-eForms for Employee Self-Service