Nizam Mogal
Enterprise Applications Architect
Nizam Mogal
Enterprise Applications Architect | Oracle ACE Pro
Organisations that rely primarily on email for support often encounter frustrating delays, and managing employee relations through spreadsheets can be inefficient. Furthermore, traditional methods of sharing policies typically lack the flexibility needed for personalised support.
In this blog, I will explore how enterprises can transform workforce support by leveraging the combined capabilities of Oracle Help Desk, Intelligent Advisor, and Digital Assistant.
Oracle Help Desk enhances efficiency in support processes across HR, Payroll, and Finance, optimising employee relations management. Meanwhile, Oracle Digital Assistant and Intelligent Advisor streamline navigation and deliver personalised assistance to the workforce.
You can manage queries across HR, Payroll, and Finance by capturing detailed information that goes beyond basic enquiries from your workforce.
By collaborating with clients, we have expanded the Help Desk to address a wide range of requests in HR, Payroll, and Finance in addition to generic enquiries.
These requests cover a broad spectrum of HR, Payroll, and Finance processes, such as managing employee status changes, flexible working arrangements, invoice processing, and other financial operations.
Leverage the Oracle Help Desk solution alongside Oracle Intelligent Advisor to create the best overall experience for workforce support.
Oracle Intelligent Advisor enables the delivery of personalised policy experiences.
Traditionally, employees are directed to generic policy documents and left to interpret their relevance to their specific situations.
You can enhance traditional policy dissemination by implementing a self-service solution that offers personalised guidance through interview-style questionnaires. For instance, employees can easily access tailored information on maternity leave and pay options.
These personalised policy experiences can be provided through separate applications or chatbots powered by Oracle Digital Assistant, all without leaving the Oracle Fusion Cloud system.
This approach significantly reduces reliance on HR and Finance Support and Specialist teams while eliminating ambiguities in policy interpretations.
The Oracle Help Desk provides a comprehensive and flexible knowledge base that allows you to share a variety of information, including FAQs, policies, procedural matters, and more.
Your workforce can easily find information on their own and receive options for personalised assistance if they wish to assess their situations and reach out to support teams for further clarification.
Integrate web, chat, and email options to create a more versatile support system.
In my experience collaborating with various enterprise clients, I’ve observed a common trend of over-reliance on email as the primary channel for HR, Payroll, and Finance support. This approach often leads to communication inefficiencies and delayed response times.
With Oracle Help Desk and Digital Assistant, you can broaden your support channels to include web-based and chatbot options.
Enquiries and requests can be effectively routed to the appropriate teams regardless of the submission channel, streamlining the support process and enhancing the overall experience of your workforce.
Consolidating all enquiries and request data within a single system also provides valuable insights, allowing you to identify the most common enquiries and optimise your workforce support services accordingly.
Utilise Oracle Digital Assistant to streamline navigation and provide tailored access to individual information across HR, Payroll, and Finance, improving your workforce experience.
The Oracle Digital Assistant facilitates personalised assistance across all process areas through a chatbot embedded in your Oracle Fusion Cloud system. Employees can enquire about leave, initiate leave requests, access information from the knowledge base, and engage with support teams either in both live and non-live modes, among other functionalities.
Additionally, you can customise conversation flows and language to align with your organisation’s needs and cultural contexts.
Oracle Help Desk provides robust features that enable you to configure and automate enquiry and request workflows, enhancing both the efficiency of your support organisation and the overall workforce experience.
a) Queue Routing
Leverage comprehensive queue mechanism to define rules for queue and assigning requests to appropriate support teams or individuals. These rules can incorporate criteria based on both the request details and employee information.
b) Monitoring Request Status
You can use standard statuses alongside configurable detailed statuses to monitor the progress of enquiries and requests. Additionally, you can automate status updates based on specific actions performed by different user groups.
c) Notifications Throughout the Request Lifecycle
Oracle Help Desk enables the configuration of notifications, including emails and push notifications. Incorporating these notifications into your support process ensures that workforce, support agents, and specialists involved in the request cycle receive timely updates.
The Oracle Help Desk solution provides standard analytics that give support leaders and agents with insights to identify and resolve bottlenecks. The analytics offer metrics such as average issue resolution time, which help enhance the overall support process.
Similarly, Oracle Intelligent Advisor and Digital Assistant provide valuable insights into how personalised assistance is used. Metrics such as average conversation length and frequently used dialogue paths enable your organisation to improve current interactions and explore new opportunities.
Introducing the Oracle Help Desk solution can significantly enhance workforce support while streamlining HR, Payroll, and Finance processes.
The Oracle Help Desk empowers employees to independently find information and improves employee relations procedures. By integrating it with Intelligent Advisor and Digital Assistant, you can provide a personalised policy experience and assistance, ultimately enriching your workforce’s overall experience.
If your enterprise is using Oracle Fusion Cloud and yet to fully explore the capabilities of Oracle Help Desk, Intelligent Advisor, and Digital Assistant, feel free to reach out with any questions or for more information at nizam.mogal@ismartapps.io.
A seasoned applications architect and consultant with over 20 years of global experience, Nizam specialises in delivering innovative enterprise applications using Oracle products to enhance the experiences of employees, customers, and students.
Nizam has a successful track record of implementing Oracle Help Desk, including both the Redwood and Classic versions, as well as Oracle Intelligent Advisor and Oracle Digital Assistant for HR and Finance in global enterprises.
Leveraging his profound expertise in Oracle technology, Nizam provides invaluable insights and experience to ensure seamless and successful implementations that align with your organisation’s unique needs.
Nizam Mogal
Enterprise Applications Architect
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