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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
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Speakers Tung Duong-Topp Apps Systems Engineer CRM HR Help Desk
20+ years PeopleSoft (HCM & CRM) Apryl Robarge PS Administration 3+ years PeopleSoft (HCM & CRM)
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Agenda About Wells Fargo Wells Fargo’s CRM HR HelpDesk eForm Overview
Coding by Configuration Data Mapping and Case Assignment
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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: CRM: PT:
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Exasperated Manager HR Service Center Representative
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Before we have eForm YOU: I need help Non-PeopleSoft HTML form Calling
Sending an the Service Center Create a case Case Data
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After We Have eForm YOU: I need help Urgent or Complicated Non-Urgent
Calling the Service Center HR Help Desk Case Data
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Contact HR Convert “Contact HR” from to CRM add-case e-form (small part of ESS)
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Data Captured Inside the Database
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Advantage For Team Member
Convert “Contact HR” from 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
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Advantage For Our Service Center
Convert “Contact HR” from 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 volume Data is automatically saved into HR Helpdesk (direct integration with CRM) User friendly form/less data to input
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eForm Attributes Decreased call volume Ease of use Efficient
Low maintenance
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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
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eForm Attributes Ease of use Drop downs Employee lookup
eForms are easy to search for on our internal website User friendly!!!
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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
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eForm Attributes Low maintenance Eforms are delivered by Oracle
Easy to maintain and add features
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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
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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)
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Configuration vs. Coding
Postbuild Peoplecode When a new Self-Service Case is present
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Configuration vs. Coding
Fieldchange When a new Self-Service Specialty Type is changed
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Configuration vs. Coding
Some Postbuild, Fieldchange, SavePreChange and SavePostChange peoplecode are configurable via Online (Active Analytic Framework or AAF).
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Configuration vs. Coding
Some Postbuild, Fieldchange, SavePreChange and SavePostChange peoplecode are configurable via Online (Active Analytic Framework or AAF).
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Data Mapping for a HelpDesk Case
Setup Data AAF: SavePreChg
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Sample Build a Policy AAF
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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
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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
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102160-eForms for Employee Self-Service
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