customer user manual siebel eservice portal - it-adp. · pdf filecustomer user manual v siebel...

Customer User Manual Siebel eService Portal Version 1.1

ADP Italy - November 2014

Important: Please note that eService functionality and appearance is subject to change without warning. ADP will endeavor to keep this user manual up-to-date however users should be aware this document is only valid until the date indicated.

2

Summary QUICK USE OF THE ESERVICE PORTAL………………………………………………………………………………………….…….3

1 Introduction………………………………………………………………………………………………………………………………….6

2 Login to eService Portal .......................................................................................................................................... 8

2.1 eService tabs and functionalities .............................................................................................. 8 2.2 Managing the login credentials………………………………………………………………………..…………………....9

3 eService Functionalities and useful information .............................................................................................. 10

3.1 My Service Requests ............................................................................................................... 10 3.2 Submit a Service Request ........................................................................................................ 16 3.3 Links ........................................................................................................................................ 16 3.4 My Profile ................................................................................................................................ 16 3.4.1 My Service Requests ............................................................................................................ 17 3.4.3 My Company’s Products (Super User Profile Only) .............................................................. 17 3.4.4 User Profile .......................................................................................................................... 18 3.5 Log Out .................................................................................................................................... 18


3

•New SR just created Open

•As soon as the SR is assigned Assigned

• The SR is in elaboration by ADP In Progress

•Waiting for ADP processing Pending

•The SR has been processed and "Closed"

Closed

•The SR is dupplicated or useless then to be "Cancelled"

Cancelled

•Re-opened SR Re-Opened

•The SR is "Resolved" and waiting for customer approval

Resolved

Quick Use of the eService Portal

Before starting to discover in detail all the possibilities offered by the eService portal Please find below a quick action guide for immediate use

Note: In this manual the “SR” acronym represents Service Request or Request for Assistance

HOW TO ACCESS TO THE E-SERVICE PORTAL? - Through our CRM Siebel Web Support Site

http://www.it-adp.com/area-clienti/CRM-siebel

- Or using one of the two links set directly into the preferred language

https://serviceportal.adp.com/eservice_ita in Italian https://serviceportal.adp.com/eservice_enu in English

HOW TO CREATE A NEW SERVICE REQUEST ?

1) In the Home Page, click on “Submit a Service Request” 2) Fill in all the fields with a special attention to the Category and Sub Category values to

use 3) Click on Submit button

HOW TO VISUALIZE / SEARCH FOR A SERVICE REQUEST ?

1) On the Home Page, click on “My Service Request” 2) Visualize the list shown by the system 3) Or click on the QUERY button 4) Fill in the fields with the desired search parameters 5) Click on the SUBMIT button and visualize the result shown by the system

HOW TO READ THE SR STATUS?


https://serviceportal.adp.com/eservice_ita

https://serviceportal.adp.com/eservice_enu


4

Report an Issue

"Report any issue" with the application or usage of the application.

Request For Change

"Request for Change" for any enhancement or add-ins

Request for Information

"Request for information" in case if any additional information is requered.

Process Request

"Process Request" for daily/regular routine tasks such as Process payroll, Data load, User Management etc. that ADP is committed to do.

Bug Fix

"Bug Fix" request regarding any system failure.

Without urgency, to be planned!

4. Low

Request to be processed

3. Medium

Very urgent, to be delivered as soon as possible

2. High

Extremelly urgent, to be delivered immediately if possible

1. Critical

HOW TO USE THE MANDATORY FIELD DATA SHOWN BELOW?

The Service Request Number will be automatically generated by the system. 1) Priority to select

1.Critical

2) Query classification to fill-in, please select “Employer”

3) Type to select


5

4) Category and Sub Category to select

Short description of ADP Categories

Payroll OneService / Sipert / Zadig / ZXP / Giotto Requests related to the Payroll Management functionality, calculation and outputs

HCM OneService/ HCM Talentia / HCM MyHR@adp / HCM Ressource Vision Requests related to the HR Management Budget Requests related to Budget Management

Time OneService / Time / Time@adp Requests related to the Time Management. Travel OneService / Travel - Note spese/ Travel@adp Requests related to the Travel & Expenses Management.

Terminali Requests related to the Access Control Management. C4B Requests related to the ERP Management (Finance Administration)

Support CRM Requests related to the Customer Relationship Management

Client Access Support Requests related to the ADP Application Access Management


6

1 Introduction Nowadays a great pressure is put for the organizations to increase profitability and efficiency

while reducing costs therefore the long – standing principle of Customer Relationship Management (CRM) become even more relevant in regards to today’s business environment. However, adopting a customer centric strategy requires change and utilization of the corporate wide information systems to support many different disciplines of CRM. One discipline of growing importance is Customer eService portal, which can be used to reduce the cost of providing first class customer care service while increasing customer satisfaction, staff morale and company profitability.

Therefore, being a customer focused organization, ADP in cooperation with Oracle implemented the eService portal which is represented by the Web portal where customers can access service and knowledge information from a single location. Siebel eService users can view details of any specific portion of the portal application by drilling down on hyperlinks.

Siebel eService is a web-based application . Every customer will be given a unique user id to access eService. The profile type associated to the user will determine the level of information access on the account and the tasks that the customer can perform using the eService. The following profiles will be made available for eService users:

1) Basic User: These type of users can perform the following: a. View & Query his/her own Service Request (SR) b. Create new SR for himself/herself c. Update his/her own existing SR by adding new Comments/Attachments d. Update his/her own profile

2) Super User: These type of users can perform the following:

a. View & Query his/her own Service Request + all Service Requests of his/her company b. Create new SR for himself/herself c. Update their existing SRs and the company’s by adding new Comments/Attachments d. View the assets of his/her companies e. Update his/her own profile

As per the data model of Siebel, a contact in Siebel can be associated to one or more Accounts.

Accordingly in eService users with Super User responsibility will be able to view the Service requests of all the accounts the contact is associated to. The SRs will be displayed according to the company that is selected in the dropdown. Thus in case of a group company, where there is a Country level account and multiple entity accounts, if a specific eService super user should be able to view the list of all SRs of all the accounts, the contact in Siebel should be associated to both the Country account as well as all the Entity accounts under the country account. This will ensure that the user gets the access to all the SRs of all the accounts.

This manual is created by ADP Italy to describe the functionality of the eService Customer Portal (thereinafter known as eService). It contains print screens of eService with the description of its correct use and functionality.

eService Portal provides several functionalities including the following: The Customer Relationship Management

- is a comprehensive way to manage the relationships we have with our customers,


7

- is an effective system which captures information about customer interactions and presents that data to customer-facing users in order to provide more effective and efficient support to the customers.

eService portal module manages - Customer access with the eService Portal, fast and easy to use

There are several advantages of eService platform implementation and usage, including such key parameters as: Rationalization, Optimization and Measurement.

Rationalization: - receive the request at once - avoid the duplicate operations of data-entry - track step by step each case - centralize and share information between various ADP services

Optimization: - on line access to a Unique database that presents the history of the request and the

solution - customer request management - automatic assignment of an ADP representative

Measurement: - produce statistics per customer or per argument or per status - analyse the quality of the customer support

Accessing ADP’s eService Portal ADP eService URL: English https://serviceportal.adp.com/eservice_enu Italian https://serviceportal.adp.com/eservice_ita Submit a Service Request through eService: Customers can use eService to view, track and submit new service requests to the ADP Call Center Siebel platform.

https://serviceportal.adp.com/eservice_enu

https://serviceportal.adp.com/eservice_ita


8

2 Login to eService Portal

2.1 eService tabs and functionalities User Login. Siebel eService platform is available only to registered user. If you do not have a user login , please contact your customer service specialist to request one.

Once on eService Home page, please fill out your user ID and password, then click OK.

Once logged in, the customers will find a Web portal that allows them to access an array of both self-service and assisted support, including:

- Service Request Management. Submit and track requests for: - Issues

- Information

- Updates

- Product returns

- Exchanges

Documents and detailed descriptions can be attached to help communicate a service request. An ADP agent can update the service request with solutions or documents relating to it. The customer is automatically notified by email whenever an update is performed to their request.

- SR Tracking. Track the status of all SRs.

- Text Search. Search for information throughout the eService site. Search results are ranked by relevancy and customized as per the user’s personalized dashboard.


9

2.2 Managing the login credentials

To manage your access the below options are available : - Hai perso il login? > Forgot your login? Fig.2.2.1 - Hai perso la password? > Forgot your password? Fig. 2.2.2 - Cambia Password? > Change your Password? Fig.2.2.3

Press the login option on the ADP HCM Home page. As shown in the figure below enter all the information requested.

Fig. 2.2.1

Fig. 2.2.2

Fig . 2.2.3


10

Once all mandatory fields are entered, press Submit button. A notification will be sent at the registered email address. Please control spam mail box as well.

3 eService Functionalities and useful information After login, the user will be redirected to the Home Page. NEW:

The eService home page is broken down into several sections which cover:

3.1 My Service Requests (Tracking the status and viewing active service requests you have logged)

3.2 Submit a Service Request (Opening of a new request)

It contains the following quick action buttons :

3.3 Links

3.4 My profile

3.5 Log Out

3.1 My Service Requests In order to track the status of Active service requests go to My Service requests Button located on the Home page to be redirected to My Service Requests Screen.


11

On the My Service Request screen the user will be able to see the list of All Service requests that are logged against his name. Details of SR include :

SR Number

Creation date

Account

Type

Priority

Status

Sub status

Category

Sub-Category

Summary

Client Expected Closure Date

Closed Date. Clicking on each label the system will sort the content values. Note the direction arrows in the top right hand corner of this dialog box that can be used to move through the lists (10 Records on a page ) at a time. Aggregate Count button will provide the total number of Requests that have been logged by the user. To Query a request on the database, click the “Query” button as indicated by the red arrow in the above figure, the user is redirected to Service Request Query Screen below. It is possible to filter the list by any of the available fields, for example :

by Priority and Type

by Priority and Account

Press “Go” to run it.

You can also use Query Operators listed below to help create and refine your queries:

Operator Description Example

* Wildcard operator. Placed anywhere in a string, returns records containing the string or containing the string plus any additional characters at the position at which the

*rang* finds arrange, arranged, orange, orangutan, range, ranges, ranging, rang, strange, stranger, strangest, strangle, wrangle, and so on.


12

asterisk appears, including a space. You cannot use * to find dates. To find words on more than one line in a field, you should use * to separate the words. It is not possible to query for control characters or nonprintable characters, such as line feeds (LF) or carriage returns (CR).

? Wildcard operator. Placed anywhere in a string, returns records containing the characters specified in the string plus any other additional characters that appear at the location of the question mark.

?rag finds brag, crag, or drag. t?pe finds type and tape, but not tripe.

“” Surrounds a string that, unless modified by a wildcard (* or ?), must match exactly. Quotes let you query for a group of words in its exact order with exact upper or lower case lettering.

"Sun Solaris" finds records that contain Sun Solaris in the query field.

= Placed before a value, returns records containing a value equal to the query value.

=Smith finds all records for which the value in the query field is Smith. It also turns off wildcards within the query value.

< Placed before a value, returns records containing a value less than the query value.

<6/20/01 finds all records in which the value of the query field is before 20 June 2001. When entering a date, use the format that is specific to your set up.

> Placed before a value, returns records containing a value greater than the query value.

>5/31/01 finds all records in which the date in the query field is later than 31 May 2001. When entering a date, use the format that is specific to your set up.

<> Placed before the value, returns records containing a value that is not equal to the query value.

<>6/20/01 finds all records in which the date in the query field is not 20 June 2001. <>Paris finds all the records in which the value in the query field is not Paris.

<= Placed before a value, returns records containing a value less than or equal to the query value.

<=500 finds all the records in which the value in the query field is less than or equal to 500.

>= Placed before a value, returns records containing a value greater than or equal to the query value.

>=500 finds all records in which the value in the query field is greater than or equal to 500.

AND, and Placed between values, returns only records for which all the given conditions are true.

*performance* AND *memory* finds all records that contain both performance and memory in the query field.

OR, or Placed between values, returns records for which at least one condition is true.

*performance* OR *memory* finds all records that contain either performance or memory in the query field. performance* OR memory* finds all records that start with either performance or memory in the query field.

To view more information about a particular service request :


13

1. Click on the respective Service Request number

2. The user will be redirected to the Service Request Details Screen view as shown in the Figure

below.


14

The Service Request Detail screen view has a number of sections which include: Service Request – This section contains information about the SR reported and which Category it is recorded against, including the following fields :

Table 1

Fields Mandatory field *

Comments

SR # SR Number automatically generated by the system

Priority Yes Select the priority level

Status Status automatically generated by the system during the creation and updated by the ADP agent

Sub status Updated by the ADP agent when status value is Pending or Resolved

Date Created Date automatically generated by the system during the creation

Date Closed Date automatically generated by the system during the closure

Summary Yes Enter a brief summary of the request

Query Classification Yes Select the value “Employer”

Type Yes Select the request Type

Category Yes Select the request Category

Sub-Category Yes Select the request Sub-Category

Account Account name automatically generated by the system

Contact Full Name Contact name automatically generated by the system (User Logged In)

Description Yes Enter a detailed description of the request

Client Expected Closure Date No Enter the closure date desired by the customer (Optional)

On the Service Request Detail menu, it is possible to Add Comments and Attachments that are deemed necessary.

Comments – This section allows you to submit Comments that relate to the SR you are reporting.

1. Click the Add button to write a comment in order to provide further information to the ADP

support analysts

2. Press Submit.


15

Attachments – This section allows the user to submit files that relate to the SR . These may be :

log files

screenshots of error messages

example datasets.

1. Click the Add button to browse for the particular file to upload

2. Optionally add a comment for the file for the ADP support analysts

3. Press Upload to upload the file.

NOTE: The message below is shown:

but it’s necessary to wait 5-10 minutes for the attachment to be loaded for virus check procedure. Furthermore please keep in mind that the maximum attachment file size is limited to 5MB. It is possible to attach compressed files (zip).


16

3.2 Submit a Service Request In order to submit a new service request , press Submit the Service request Button located on the Home Page. Afterwards, the System will redirect the user to the Service Request Screen view as shown in the figure below. (See the Table 1 of the Chapter “3.1. My Service Request” to visualize the fields definition to use)

Once all the fields have been completed press submit button to enter the new SR into the system. It will appear under your Active Service Requests page with status “Assigned”. The Status will be updated by an ADP agent until closure.

3.3 Links A Web Site dedicated to our customers is available to download the Manual and to access to the service:


3.4 My Profile Allows to consult specific information depending on the account type and settings. Set or modify your user preferences : press My Profile button located on the upper right corner of the eService Home page. Following, the user will be redirected to My Profile Page - as shown below - with the respective menu options (that could be changed based on your user profile - Basic User or Super User)



17

3.4.1 My Service Requests See chapter 3.1. My Service Requests

3.4.2 My Company’s Service Requests (Super User Profile Only) *In Progress!

It is also possible to review the Service Requests of the entire Company. In order to do so:

Click on My Company’s Service Requests button

The system will redirect you to the My Company’s Service requests screen

NOTE: It is possible to make Query from this screen.

3.4.3 My Company’s Products (Super User Profile Only)

In order to visualize the Company’s products, click on My Company’s Products button and you will be redirected to the respective screen.


18

3.4.4 User Profile This screen displays the profile of the logged-in user. The user can update their personal details such as First Name, Last name etc.

This section contains information about the User Profile details:

Table 2 Fields Mandatory

field * Comments

User ID User ID Number automatically generated by the system

First Name Yes Contact’s first name

Last Name Yes Contact’s last name

Gender No Contact’s gender

Time Zone Yes Tip! Select the value “(GMT+ 1.00 h) Amsterdam, Berlino, Berna, Roma, Stoccolma,

Vienna” for Italy

Job Title No Update if necessary (will be updated automatically in the database)

Home Phone # No Update if necessary (will be updated automatically in the database)

Work Phone # No Update if necessary (will be updated automatically in the database)

Main Fax # No Update if necessary (will be updated automatically in the database)

Email Email cannot be updated by the user. In order to perform changes, the user will have to submit a New Request via eService portal.

3.5 Log Out

In order to quit the session and log out from the system, click on the Log Out button located on the top left hand side of the eService Screen. Please make sure the session is closed using Log Out option and not by closing the browser window.