HOW TO ACCESS AND USE GET HELP

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1 ASK HR INSTRUCTION GUIDE HOW TO ACCESS AND USE GET HELP TO SEARCH THE ON-LINE HUMAN RESOURCES KNOWLEDGE BASE OF INFORMATION

2 GET HELP FROM MDC MAIN PAGE Human Resources is now utilizing the College s on-line Help Desk system to (1) provide a Knowledge Base of personnel-related questions and answers; (2) make an on-line process available to MDC employees to Ask HR a question. All MDC employees can access the system from the Miami Dade College Main Web Page by clicking on Get Help. 1

3 SIGN IN TO THE MDC HELP DESK: You will now be at the Miami Dade College web-based Help Desk where many personnel-related questions and answers (Q&As) can be viewed. But first, you must sign in to access the Q&As available internally to MDC employees. Click on Sign in located at the top right of the Help Desk Screen or click on the My Support tab. 2

4 Enter your Employee ID and Password. (Note: This is the same user name and password that you use to access the MDC Portal and system.) Then click on Sign In. If you forget your password, you can either or call Ext for assistance. 3

5 You will then see a screen similar to the one below. Note: All screen prints in this document are samples and because the system is live, the samples may not appear exactly as in this instruction guide. Once you are at the Help Desk, you can ask a question (e.g. search) or search the knowledge base. Following are the instructions for each. Please note: To go back within the system, you can press the Back button on the Tool Bar or sometimes on the screen; there is a Back selection to choose. 4

6 ASK A QUESTION: You will then be at the main Knowledge Base screen. Now you can either ask a question or search the knowledge database by category. In order to find the information you need, you can ask a question or search for a word or words without knowing the database category for the information. You can ask the system a question and it will search for the answer. On the top left hand side of the screen (under Above MDC), enter the question in the search field. Then click on Search. Example: How do I get paid? The system searches the entire database of Q&As from all the categories (student and/or employee related). The above example shows you some of the answers the system found. Note: #3 and #4 are employee related. Note: The system actually found more Q&As than shown in this example when How do I get paid? was entered in the search field. 5

7 To limit your search to only HR Q&As, you should use the Advanced Search. After selecting the Advanced Search feature, enter the question in the Search field. Before you press Search, select HR in the Within Category field located at bottom left of the search area. 6

8 You will now receive results that only pertain to the HR (Human Resources) area of the Knowledge Base. The results to the above query are shown below. 7

9 In addition, you can also search for a word or combination of words. Example: employment application The above example searched for the words employment application. The system will search the entire database of Q&As and show you the occurrences for the words employment and application. Note: The system actually found more Q&As than shown in this example when employment application was entered in the search field. If there is no match, you can then select a category under HR to see if you can find what you need. Or you can submit a ticket (ask a question to an HR representative). This will be covered later in this document. As tickets are submitted, Q&As that are relevant to all employees will be added to the database thereby building a knowledge base of information to be shared with all employees. 8

10 SEARCH THE KNOWLEDGE BASE CATEGORIES: If you choose to search the Knowledge Base of information maintained by Human Resources, you can select the various categories and scroll through the Q&As. Listed below are the Knowledge Base categories and the information provided within each. Administration Essential Personnel Supervisors Feedback Personnel Policies Personnel Procedures Benefits Dental Medical Compensation Reclassification Employee Services General Hiring Documents I-9 Employment General As specific questions are asked [by employees] and answered [by Human Resources], the Knowledge Base will be expanded to include general questions relative to all employees. No confidential information will be provided via the on-line help system. At the Home Help Desk and at the Knowledge Base screens, you will see the various categories listed on the left side of the screen. You will need to click on each of the areas (e.g. Administration); then drill down within each category (e.g. Essential Personnel) to see the actual Q&As (e.g. As an essential employee, if I am required to be on the job during a hurricane, can I bring my family? No. Liability insurance restrictions are very clear that only employees are allowed on campus during any hurricane. If you feel your family is not prepared to ride out the storm at home, we recommend you make other arrangements with family, friends or other agencies such as Red Cross Shelters. For more details please visit ) 9

11 At the main Knowledge Base screen. The content categories appear on the left. Click on the area of interest to view the Q&As under each category. 10

12 Following is an example of questions found under the HR Administration Personnel Procedures section: 11

13 Following is an example of an answer found under the HR Administration Personnel Procedures 2010 section when you click on Question 1. Some of the answers may include a web link, which will provide you with more detailed information. Within the answer, you will click on the indicated link and be taken to the site. The above example would bring you to the Personnel Manual of Procedure, Procedure Number: 2010 where you would receive more complete information in support of the Q&A. 12

14 SUBSCRIBE TO A TOPIC: You can subscribe to the topic by selecting Subscribe to Topic from the right hand side of the Knowledge Base screen. When subscribe to a topic, you will be notified of any changes or additions made to the topic. There will be additional information on Subscribe to Topic further along in this document. 13

15 PRINT A TOPIC: You can print the Q&A by selecting Print Topic from the right hand side of the Knowledge Base screen. 14

16 A TOPIC: You can the Q&A by selecting Topic from the right hand side of the Knowledge Base screen. 15

17 AFTER YOU SUBSCRIBE TO A TOPIC: You will see Thank you for your subscription after you scribe to a topic. When you subscribe to the topic, you will be notified by whenever the item selected is revised or updated. 16

18 VIEW YOUR SUBSCRIPTIONS: To view the topics to which you subscribed, click on the My Support Tab; then My Subscriptions. You will see a list of the topics to which you subscribed. If you wish to delete a subscription to a topic, click on the Delete button on right of the topic line. 17

19 Q&A SAMPLE: Here is an example of the question and answer ed in the above example: 18

20 RATE THE HELPFULNESS OF A TOPIC: After reviewing the Q&A, you can rate the helpfulness of the topic by clicking yes or no at the bottom of the answer. 19

21 After clicking on yes or no, you can select the following options: (1) obtain additional information on the subject (Submit a Ticket pages 9-12); (2) provide feedback to Human Resources (Comment on the Topic see page 13); (3) get more information on the topic (View All Topics in Category see page 13); or (4) return to the College s Help Desk Home Page (Back to Home). 20

22 SUBMIT A TICKET: You can request more information on the topic or ask another question by clicking on Submit a Ticket. You will then get the screen below to enter your question and other pertinent information. Submit a Ticket is the on-line method of asking a question. Go to next page for more information on this screen. 21

23 Submit a Ticket Screen (continued) Under Problem Type: You must select Human Resources from the Drop Down List in order for the ticket (i.e., question) to be directly submitted to an HR representative. Under Campus: Select District. Attachment: You have the option of submitting an attachment with the ticket. Click Attach a file. Notification: Check off notification if you wish to receive responses via . Customer CC List: Add address of individual you may wish to copy on the ticket request. Preview: Click on the preview button, if you wish to view your ticket request prior to submitting it. Finish: Click on the finish button, when you are ready to submit the ticket. 22

24 After you submit a ticket, you will receive a confirmation with the Ticket Number information as shown below: Your question ( Ticket ) will be directed to a representative in the Division of Human Resources and will be processed within two (2) work days of the Ticket receipt. 23

25 In addition, an (as shown below) is sent to you through Outlook with the Ticket information: Your question will be answered through the Ticket process unless the question and answer are of a confidential nature. Then you will be contacted directly by a Human Resources representative. 24

26 You can track the progress of your Ticket by clicking on My Tickets. See the Ticket Status Legend below. Please note: If you click on the icon on the right, the ticket will be deleted. 25

27 COMMENT ON THIS TOPIC: When you Rate the Helpfulness of a Topic, one of the option is Comment on This Topic. By clicking on Comment on This Topic, you can provide feedback to Human Resources on the topic. When the pop-up screen appears, enter a short statement in the please add your comments here box. When done, click on Submit (not shown). Your input will be forwarded to a representative in the Division of Human Resources. 26

28 VIEW ALL TOPICS IN CATEGORY: When you Rate the Helpfulness of a Topic, one of the options you can request is to View All Topics in Category. When you select this option, the system will take you to the section in which the original question resided. At this point, you can select any of the topic categories to search for other Q&As. 27

29 SYSTEM TABS HOME: Clicking on the Home Tab will bring you back to the main Help Desk page. 28

30 ONLINE SUPPORT: Selecting the Online Support button, will display a list of the various Knowledge Base areas providing on-line Q&As to employees. The Knowledge Base is constantly being updated, expanded and refined to ensure that you have access to the latest information. 29

31 REQUEST SUPPORT: You can submit a question to the Service Center through various methods: Submit a Ticket (as described above); Submit Feedback (similar to submitting comments; see next page); Contact Us (provide Help Desk info see below); Live Chat (online chat with a Service Center representative; HR related Q&As will be submitted to a representative in HR) Contact Us Contact the Help Desk at (305) or us at 30

32 REQUEST SUPPORT FEEDBACK: To make a comment, select the Feedback Type from the Dropdown menu; then enter Your Feedback in the comment box. 31

33 MY SUPPORT: Clicking on the My Support Tab, will display a history of your various tickets, subscriptions, chats, etc. 32

34 EXIT SYSTEM: To exit the Help Desk system, click on Exit at the top right hand side of the screen. Note: This option is available at any screen that you currently have displayed. 33

35 GLOSSARY: Customize Ticket Number: The ID number that is assigned to the ticket submitted. Enables employee to track progress of their request for information. Notification: Allows notification to the employee when an action is performed on the ticket. Help Desk: MDC on-line Q&A system; main page Home Tab: The Home tab takes you to the Help Desk (main page) Knowledge Base: Empowers end users with the ability to help themselves and access answers immediately by providing information online. The system is an intelligent, integrated knowledge management solution that adds essential self-service capabilities to employees. It is where frequently asked questions are maintained and links to policies, procedures, and other documentation is made available on-line to employees. My Support Tab: My Support tab in the support portal, is where the system keeps track of tickets, products, s, subscriptions, and chats they have had on the portal. Online Support Tab: The Online Support provides an overview of the Knowledge Base. The Knowledge Base is constantly being updated, expanded and refined to ensure that you have access to the latest information. Request Support Tab: The Request Support tab is where you can submit a question to the Service Center through various methods: Submit a Ticket (as described above); Submit Feedback (similar to submitting comments; see next page); Contact Us (provide Help Desk info see below); Live Chat (online chat with a Service Center representative; HR related Q&As will be submitted to a representative in HR) Submit a Ticket: Provides an on-line means for employee to ask a question (not otherwise maintained in the Knowledge Base). Subscribe to a Topic: Provides a means for the employee to receive a notification of any changes or additions made to the topic. Ticket Process: Management module that allows for the efficiently tracking, routing and resolving issues/questions. The employee asks a question by submitting a ticket. The ticket is routed to Ask HR; it is then assigned to the appropriate HR representative to respond (provide answer) to the employee. 34

36 TABLE OF CONTENTS GET HELP FROM MDC MAIN PAGE 1 SIGN IN TO THE MDC HELP DESK 2 ASK A QUESTION 5 SEARCH THE KNOWLEDGE BASE CATEGORIES 9 SUBSCRIBE TO A TOPIC 13 PRINT A TOPIC 14 A TOPIC 15 AFTER YOU SUBSCRIBE TO A TOPIC 16 VIEW YOUR SUBSCRIPTIONS 17 Q&A SAMPLE 18 RATE THE HELPFULNESS OF A TOPIC 19 SUBMIT A TICKET 21 COMMENT ON THIS TOPIC 26 VIEW ALL TOPICS IN CATEGORY 27 SYSTEM TABS 28 ONLINE SUPPORT 29 REQUEST SUPPORT 30 REQUEST SUPPORT FEEDBACK 31 MY SUPPORT 32 EXIT SYSTEM 33 GLOSSARY 34 35

37 PRS:1/22/08 36

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