Internal Applications Request Form
Use this form to submit Feature and Idea Requests to the Heartland Internal Applications teams.
Use this form to submit Feature and Idea Requests to the Heartland Internal Applications teams.
| Impact - Which group does this impact? | Payroll Operations |
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Background Information
Currently viewing Knowledge articles (KBs) is possible for any user that has a link. Select groups, Support & Training (as far as we are aware), can add/edit/archive/publish new and old articles. At this time unless the permission/role is added to an agent, they cannot contribute to their own knowledge base. |
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Impact - Processes
KB article additions and Einstein data. |
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Stakeholders - Accountable
Payroll Support & Spencer Drury |
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Stakeholders - Consulted
Payroll Support & Spencer Drury |
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Risk
Support and training would continue to be the only ones adding KBs |
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| Risk Frequency | 3 Moderate: Once to several times a month |
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Opportunity
Benefit would be to allow a self curated library of knowledge that ops can further utilize (further being KBs not solely created by Support or training). Allowing them to add what they feel is helpful the most to their daily work will expand their ability to troubleshoot to a greater degree. |
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| Opportunity Frequency | 4 Frequent: Once to several times a week |
| Impact | 3 Affects satisfaction to client / Serious risk avoided / Important opportunity achieved |
| Strategic Initiative | Other |
| Delivery Date | Aug 31, 2023 |
| Implementation Strategy | Beta group |
