![PeopleSoft HR Helpdesk Solution Management Insights]( "PeopleSoft HR Helpdesk Solution Management Insights")
December 23, 2024
PeopleSoft HR Helpdesk Solution Management Insights
Introduction:
Peoplesoft HR Helpdesk effectively supports the internal HR operations through a support mechanism for employees and insights for HR to understand the gap.
The PeopleSoft HR Helpdesk Solution Management Insights Dashboard is a powerful tool designed to assist content owners and subject matter experts in enhancing the effectiveness of their solutions and knowledge base. This dashboard delivers key metrics and other analytics, enabling SMEs to make data-driven decisions
Fig 1: Solution Management Insights
- The solution manages Insights tile shows the Solution Status visualization. This will provide the overall status of the available solutions in the knowledge base. Clicking the tile redirects to the solution management insights dashboard.
- This dashboard provides insights with numbers and helps to identify which solutions are most frequently used and which may need updates or improvement.
Fig 2: Solution Insights filter
- The data can be filtered based on Set ID, Content owner, Status, and Favorite count. Additional filters can also be added to refine data.
Fig 3: Solution Insights Metrics
Key Dashboard Features of PeopleSoft HR Helpdesk
The dashboard has different sections enabling the HR or the subject matter expert to understand and optimize their solution.
- Solution Available Tile: Gives a snapshot of the total number of solutions available in the system at the current time.
- Case Usage Tile: Tracks how many solutions have helped resolve employee-reported cases. By reviewing this data, content owners can assess which solutions are actively helping in employee interactions and whether they are providing value in resolving issues.
- Self-Service Usage Metric Tile: Shows which solutions employees are accessing through the Self-Service portal. It helps content owners understand which solutions are most popular and valuable to employees.
- Unused solutions Tile: Highlights solutions that have not been used or accessed in a given period. It provides an opportunity to promote the solutions or understand the relevancy of the solution to employees.
Fig 4: Solution Library and status
- The Solutions library section enables the users to refine their insights further based on the library. Clicking on a particular library filters the solutions based on the library. No library identifies the solutions that do not have an assigned library. Solutions without a Library are not available to employees in the self-service portal, potentially limiting their usefulness. This helps the subject matter experts to identify the gap and take corrective action.
- Solution Status visualization highlights how many solutions are active, and still under work (in Draft Status). The data in the status tile is based on the solution library section and the other filters selected. Draft solutions help the users to do the needful to make such solutions available to employees as soon as possible.
Fig 5: Solution List
- The Solution list will display a list of solutions based on the filters and library selected above. Content owners can access a particular solution through the view solution link. You can also add a library to a solution by clicking on the view solutions link.
Fig 6: Favorite Solution Visualization
- The Favorite Solutions visualization displays the list of solutions marked as favorites by users. The favorite count column shows how many users/employees have marked the solution as a favorite. This will help to understand the usefulness/relevance of a particular solution.
Fig 7: Solutions success range visualization
- The solutions in success range visualization help content owners review the success rate for solutions.
- The solution with No value indicates that the solution is not used to resolve any cases yet. These solutions need review for content improvement.
Fig 8: Case category visualization
- The usage of solution by case category visualization displays the usage count and solved count on each case category. This information helps in knowing if the solutions has helped the users to resolve the cases under a Case Category or not.
Business Benefits of PeopleSoft HR Helpdesk Solution Management Insights
- Enhanced Solution Effectiveness: The dashboard provides valuable metrics to refine and optimize the knowledge base. Frequently used solutions are highlighted, while underperforming ones are identified for updates, ensuring relevance and usability.
- Improved Efficiency and Productivity: HR teams and subject matter experts can use actionable insights to streamline case resolution and content updates. Filters such as Set ID and content owner help focus on specific areas for improvement.
- Better Employee Experience: By identifying popular solutions and addressing underutilized ones, employees can resolve issues quickly and efficiently through the self-service portal, enhancing overall satisfaction.
- Actionable Analytics for Continuous Improvement: Detailed metrics like case usage, success rates, and favorite solutions empower HR teams to continuously enhance the effectiveness of their support systems.
- Streamlined HR Operations: Solutions aligned with case categories and finalized drafts improve responsiveness and operational efficiency, ensuring smooth HR operations and better outcomes for employees.
Bottom Line
Detailed insights from the dashboards empower content owners to craft relevant, impactful solutions for users. This process fosters continuous improvement in HR operations, enhancing both employee satisfaction and operational efficiency.
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Author: Rajeswari Sivasubramanian, PeopleSoft Associate Consultant
