Remedy Guide
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Employee Services Benefits Call Center ®
Remedy Users Guide
© 2006 Schlumberger
Rev 0
3-10-2006
Employee Services / Benefits Call Center / Remedy® Users Guide © 2006 Schlumberger. All rights reserved. Proprietary Notice This document may not be copied or stored in an information retrieval system, transferred, used, distributed, transferred, or retransmitted in any form or by any means, electronic or mechanical, in whole or part, without the express written permission of the copyright owner.
Writer’s Dedication This user guide is fondly dedicated to those pillars of common sense that answer the phones in the Employee Services Benefits Call Center. Not only are they patient, caring individuals, they are also therapists, and miracle workers, expected to read minds, and to jump through hoops at the whim of their errant callers. My hat is off to you… I would have had many a screaming match if I were in your chairs answering the phones. Dawn Ireland
© 2006 Schlumberger
Rev 0
3-10-2006
i
Employee Services / Benefits Call Center / Remedy® Users Guide
Symbols This user guide contains the following symbols:
#
This symbol represents a note.
This symbol represents a caution.
© 2006 Schlumberger
Rev 0
3-10-2006
ii
Employee Services / Benefits Call Center / Remedy® Users Guide
Table of Contents Symbols 1
ii
Introduction 5 1.1 Getting Started
5
1.2 Remedy Benefits Queue Screen Layout 6 1.2.1 Assigned Cases / Other Group Cases 2
How to Administer a Benefits Case 2.1 Case Fields 2.1.1 Employee Section 2.1.2 Caller Section 8 2.1.3 LDAP Section 2.1.4 Personal Data Section 2.1.5 HLY Section 2.2 Create A Case 2.2.1 New Benefits Case 2.2.1.1 Caller 2.2.1.2 Priority, Case Type, Source 2.2.1.3 Summary with Common Question 2.2.1.4 Summary with Uncommon Question 2.2.1.5 Resolve the Case 2.2.1.6 When the Issue is Not Resolved 2.3 Update / Modify a Case 2.4 Print a Case
3
Create a Reminder
4
Post a Bulletin
5
Alerts 9 5.1.1 5.1.2 5.1.3
6
Remedy Alert Setup 9 How to use Remedy Alert 12 Events that Automatically Trigger Alerts
Searching
13
© 2006 Schlumberger
Rev 0
3-10-2006
iii
Employee Services / Benefits Call Center / Remedy® Users Guide 7
Reports
15
7.1 Creating reports
15
7.2 Report Field List, Report Label, or Width 7.3 Save A New Report 7.3.1 Rename A Report 7.4 Formatting Reports 7.5 Report Statistics 7.6 Exporting Remedy Data / Report To A File 8
Toolbars 8.1 Menu Bar 8.2 Short Cuts 8.3 Macro Tool Bar
Appendix A LDAP Organizations and Units Appendix B Category, Types, and Items Appendix C Summary – Caller Questions Appendix D Report Keywords Index
© 2006 Schlumberger
Rev 0
3-10-2006
iv
Employee Services / Benefits Call Center / Remedy® Users Guide
Introduction The Employee Services Benefits Call Center Remedy® Users Guide will allow you to quickly learn the procedures for using the Remedy Action Request System. Remedy is an event-driven system. When a user receives a telephone call from either an employee, retiree, service provider, or any other caller, the user, through interviewing the caller, enters either a caller’s name, social security number, or other information to retrieve the file from the system. If the caller’s indicative data is found in any of the databases, the fields automatically populate with information that is on file for the caller from one or more of the following sources: Lightweight Directory Access Protocol (LDAP) PensionPartner (SABL) Health, Life and You (HLY)
Getting Started Double click the Remedy icon on your desktop.
The Remedy login screen appears. Type your User Name and Password in the designated areas.
#
© 2006 Schlumberger
The network administrator will provide you with your user name, password, and preference server.
Rev 0
3-10-2006
5
Employee Services / Benefits Call Center / Remedy® Users Guide
Remedy Benefits Queue Screen Layout The first time the program is opened, the Remedy User – [Benefits Queue – (New)] screen appears. The Remedy home screen consists of the following areas:
n o p q r s t _
Menu bar Short cuts Assigned Cases / Other Group Cases Macro tool bar Benefits queue / case review table Quick Lookup area Entry points and links Status bar
n
o
p
q
r
s
t
_
© 2006 Schlumberger
Rev 0
3-10-2006
6
Employee Services / Benefits Call Center / Remedy® Users Guide
X When you know a case number, use Quick Lookup. Enter the benefits case (BC) number. Press enter / return. The case is pulled up in modify mode for editing or review. Y To start a new case, click on New Case. A blank screen opens ready to be filled in and submitted. Z To search for a case, click on Search for Case. A blank screen opens ready for you to enter search criteria. [
Bulletin Board provides a way within Remedy to communicate with your group / team to share common information such as schedules, vacations, case information, etc. \ Add HIPAA Form allows you to add a HIPAA form to a case file. ] BSC User Settings – Benefits Service Center User Settings is for administrative purposes only. It allows your manager / supervisor the ability to change your user status from active to inactive for the purpose of assigning tickets, and activating or deactivating spell check. ^ External Links allows your supervisor the ability to turn on or off connections to external databases (PensionPartner, SABL, HLY, and LDAP). It also tracks who made the changes, and shows the most recent change.
© 2006 Schlumberger
Rev 0
3-10-2006
7
Employee Services / Benefits Call Center / Remedy® Users Guide Employee Type consists of an additional drop-down menu:
Employee Type Active Beneficiary Cash Out Death On LTD On Leave QDRO Only Retired Terminated Term Vested Transfer to Affiliate
Caller Section The Caller Section documents who called the Benefits Service Center for information / help, what their relationship is to the employee, and their contact information. The Caller section consists of the following:
Caller Section Name Type Phone Email
Caller Name consists of an additional drop-down menu where past callers will be listed in a database.
© 2006 Schlumberger
Rev 0
3-10-2006
8
Employee Services / Benefits Call Center / Remedy® Users Guide
Alerts Remedy utilizes an internal notification method called Remedy Alert to communicate system events to appropriate users.
#
Events are known as alerts.
Events are monitored by the application and when a particular event occurs, an alert is triggered. In order to receive and process server-based alerts, you must have a separate utility installed in addition to the main Remedy User interface application. Once Remedy Alert is installed, a flower icon will flash, beep, or play a .wav file in your system tray to get your attention when an important event has occurred that requires your attention.
Remedy Alert instantly informs you when you have received a new alert.
Remedy Alert Setup To setup Remedy Alert after it has been installed: Click Start > Programs > Action Request System > Remedy Alert.
© 2006 Schlumberger
Rev 0
3-10-2006
9
Employee Services / Benefits Call Center / Remedy® Users Guide
#
If you are already logged into Remedy, you should automatically be logged into Remedy Alert. No action is required.
If the login screen appears, see Section 1.1 for setup information. This will require your user name, password, the AR system server ID, and the preference server ID (if different from the AR system server ID). Double-click the Remedy Alert flower icon in the lower right-hand, system tray. The Remedy Alert Summary box appears.
Click Tools > Options.
© 2006 Schlumberger
Rev 0
3-10-2006
10
Employee Services / Benefits Call Center / Remedy® Users Guide The Options dialog box appears.
On the General tab, select the Automatically start Remedy Alert check box. A check mark will appear in the box.
Next, type in the port number in the Listen Port field.
© 2006 Schlumberger
Rev 0
3-10-2006
11
Employee Services / Benefits Call Center / Remedy® Users Guide
Click OK to close the Options dialog box. For the settings to take effect, double click the Remedy Alert icon. Select Tools > Login. Enter your login information. Click OK. To specify how you want to be informed when a new alert arrives, choose one of the following options:
Alert Notification Method
Description
Default
Remedy Alert displays the Alert Message dialog box when an alert is received.
Display Alert Message
Displays the Alert Popup dialog box and the number of alerts that you have received.
Beep
The system sounds a beep or a bell.
Play Sound File
The system plays a .wav file that you specified.
How to use Remedy Alert Double-click the Remedy Alert icon in the system tray.
#
If using the pop-up preference, click Open > Summary.
The Alert Summary box will be displayed. The number of New alerts and the Total number of alerts will be displayed in the window.
© 2006 Schlumberger
Rev 0
3-10-2006
12
Employee Services / Benefits Call Center / Remedy® Users Guide
Searching LDAP Section Organization Org Unit Location Phone (h) Phone (w) Fax Email Record Status
#
The LDAP section is for searching. The fields will either auto-populate with as much information from the LDAP database based on search criterion in the Employee section, or will remain blank.
Choose the organization prior to selecting the Org Unit or Location.
#
The Org Unit and Location menus will not populate until an Organization is selected.
LDAP Organization consists of the following drop-down menu:
#
See Appendix A for a complete list of Organizations and Org Units.
© 2006 Schlumberger
Rev 0
3-10-2006
13
Employee Services / Benefits Call Center / Remedy® Users Guide
LDAP Organization AtosOrigin Locked Oilfield Products Sema SL SSA Test
The Record Status area shows who created the record, if the password is good, and the training status of the employee.
#
The button beside Record Status expands the area for easier viewing.
© 2006 Schlumberger
Rev 0
3-10-2006
14
Employee Services / Benefits Call Center / Remedy® Users Guide
Reports Creating reports To start a new report, open a new Search Benefits Case window. In the toolbar, click File > Recent Search Forms Choose the search form.
Determine which requests you want to include in the report. Choose Tools > Reporting.
The Report window appears.
© 2006 Schlumberger
Rev 0
3-10-2006
15
Employee Services / Benefits Call Center / Remedy® Users Guide
To select adjacent fields, hold down the mouse button, and drag from one field to the next until all the fields you want to add are highlighted. To select nonadjacent fields, click on the first field, press and hold the CTRL key, and select one or more additional fields. To deselect a field from a selection, hold down the CTRL key and click the field. Specify a position for a field in the Selected Fields list: Click on a field to highlight it. Click Add Before or Add After to add the new fields before or after the highlighted field. The fields you select appear in the Selected Fields list.
© 2006 Schlumberger
Rev 0
3-10-2006
16
Employee Services / Benefits Call Center / Remedy® Users Guide
#
If no field is highlighted, click Add Before to place the new fields at the top of the list, or Add After to place the fields at the bottom of the list.
The order in which the fields are listed is how they will appear in the report. You can use the Move arrows to change the order in which fields appear.
To remove a field from the list, select the field, and click Remove.
#
The field is updated as soon as you click elsewhere.
© 2006 Schlumberger
Rev 0
3-10-2006
17
Remedy Users Guide
© 2006 Schlumberger
Rev 0
3-10-2006
Employee Services / Benefits Call Center / Remedy® Users Guide © 2006 Schlumberger. All rights reserved. Proprietary Notice This document may not be copied or stored in an information retrieval system, transferred, used, distributed, transferred, or retransmitted in any form or by any means, electronic or mechanical, in whole or part, without the express written permission of the copyright owner.
Writer’s Dedication This user guide is fondly dedicated to those pillars of common sense that answer the phones in the Employee Services Benefits Call Center. Not only are they patient, caring individuals, they are also therapists, and miracle workers, expected to read minds, and to jump through hoops at the whim of their errant callers. My hat is off to you… I would have had many a screaming match if I were in your chairs answering the phones. Dawn Ireland
© 2006 Schlumberger
Rev 0
3-10-2006
i
Employee Services / Benefits Call Center / Remedy® Users Guide
Symbols This user guide contains the following symbols:
#
This symbol represents a note.
This symbol represents a caution.
© 2006 Schlumberger
Rev 0
3-10-2006
ii
Employee Services / Benefits Call Center / Remedy® Users Guide
Table of Contents Symbols 1
ii
Introduction 5 1.1 Getting Started
5
1.2 Remedy Benefits Queue Screen Layout 6 1.2.1 Assigned Cases / Other Group Cases 2
How to Administer a Benefits Case 2.1 Case Fields 2.1.1 Employee Section 2.1.2 Caller Section 8 2.1.3 LDAP Section 2.1.4 Personal Data Section 2.1.5 HLY Section 2.2 Create A Case 2.2.1 New Benefits Case 2.2.1.1 Caller 2.2.1.2 Priority, Case Type, Source 2.2.1.3 Summary with Common Question 2.2.1.4 Summary with Uncommon Question 2.2.1.5 Resolve the Case 2.2.1.6 When the Issue is Not Resolved 2.3 Update / Modify a Case 2.4 Print a Case
3
Create a Reminder
4
Post a Bulletin
5
Alerts 9 5.1.1 5.1.2 5.1.3
6
Remedy Alert Setup 9 How to use Remedy Alert 12 Events that Automatically Trigger Alerts
Searching
13
© 2006 Schlumberger
Rev 0
3-10-2006
iii
Employee Services / Benefits Call Center / Remedy® Users Guide 7
Reports
15
7.1 Creating reports
15
7.2 Report Field List, Report Label, or Width 7.3 Save A New Report 7.3.1 Rename A Report 7.4 Formatting Reports 7.5 Report Statistics 7.6 Exporting Remedy Data / Report To A File 8
Toolbars 8.1 Menu Bar 8.2 Short Cuts 8.3 Macro Tool Bar
Appendix A LDAP Organizations and Units Appendix B Category, Types, and Items Appendix C Summary – Caller Questions Appendix D Report Keywords Index
© 2006 Schlumberger
Rev 0
3-10-2006
iv
Employee Services / Benefits Call Center / Remedy® Users Guide
Introduction The Employee Services Benefits Call Center Remedy® Users Guide will allow you to quickly learn the procedures for using the Remedy Action Request System. Remedy is an event-driven system. When a user receives a telephone call from either an employee, retiree, service provider, or any other caller, the user, through interviewing the caller, enters either a caller’s name, social security number, or other information to retrieve the file from the system. If the caller’s indicative data is found in any of the databases, the fields automatically populate with information that is on file for the caller from one or more of the following sources: Lightweight Directory Access Protocol (LDAP) PensionPartner (SABL) Health, Life and You (HLY)
Getting Started Double click the Remedy icon on your desktop.
The Remedy login screen appears. Type your User Name and Password in the designated areas.
#
© 2006 Schlumberger
The network administrator will provide you with your user name, password, and preference server.
Rev 0
3-10-2006
5
Employee Services / Benefits Call Center / Remedy® Users Guide
Remedy Benefits Queue Screen Layout The first time the program is opened, the Remedy User – [Benefits Queue – (New)] screen appears. The Remedy home screen consists of the following areas:
n o p q r s t _
Menu bar Short cuts Assigned Cases / Other Group Cases Macro tool bar Benefits queue / case review table Quick Lookup area Entry points and links Status bar
n
o
p
q
r
s
t
_
© 2006 Schlumberger
Rev 0
3-10-2006
6
Employee Services / Benefits Call Center / Remedy® Users Guide
X When you know a case number, use Quick Lookup. Enter the benefits case (BC) number. Press enter / return. The case is pulled up in modify mode for editing or review. Y To start a new case, click on New Case. A blank screen opens ready to be filled in and submitted. Z To search for a case, click on Search for Case. A blank screen opens ready for you to enter search criteria. [
Bulletin Board provides a way within Remedy to communicate with your group / team to share common information such as schedules, vacations, case information, etc. \ Add HIPAA Form allows you to add a HIPAA form to a case file. ] BSC User Settings – Benefits Service Center User Settings is for administrative purposes only. It allows your manager / supervisor the ability to change your user status from active to inactive for the purpose of assigning tickets, and activating or deactivating spell check. ^ External Links allows your supervisor the ability to turn on or off connections to external databases (PensionPartner, SABL, HLY, and LDAP). It also tracks who made the changes, and shows the most recent change.
© 2006 Schlumberger
Rev 0
3-10-2006
7
Employee Services / Benefits Call Center / Remedy® Users Guide Employee Type consists of an additional drop-down menu:
Employee Type Active Beneficiary Cash Out Death On LTD On Leave QDRO Only Retired Terminated Term Vested Transfer to Affiliate
Caller Section The Caller Section documents who called the Benefits Service Center for information / help, what their relationship is to the employee, and their contact information. The Caller section consists of the following:
Caller Section Name Type Phone Email
Caller Name consists of an additional drop-down menu where past callers will be listed in a database.
© 2006 Schlumberger
Rev 0
3-10-2006
8
Employee Services / Benefits Call Center / Remedy® Users Guide
Alerts Remedy utilizes an internal notification method called Remedy Alert to communicate system events to appropriate users.
#
Events are known as alerts.
Events are monitored by the application and when a particular event occurs, an alert is triggered. In order to receive and process server-based alerts, you must have a separate utility installed in addition to the main Remedy User interface application. Once Remedy Alert is installed, a flower icon will flash, beep, or play a .wav file in your system tray to get your attention when an important event has occurred that requires your attention.
Remedy Alert instantly informs you when you have received a new alert.
Remedy Alert Setup To setup Remedy Alert after it has been installed: Click Start > Programs > Action Request System > Remedy Alert.
© 2006 Schlumberger
Rev 0
3-10-2006
9
Employee Services / Benefits Call Center / Remedy® Users Guide
#
If you are already logged into Remedy, you should automatically be logged into Remedy Alert. No action is required.
If the login screen appears, see Section 1.1 for setup information. This will require your user name, password, the AR system server ID, and the preference server ID (if different from the AR system server ID). Double-click the Remedy Alert flower icon in the lower right-hand, system tray. The Remedy Alert Summary box appears.
Click Tools > Options.
© 2006 Schlumberger
Rev 0
3-10-2006
10
Employee Services / Benefits Call Center / Remedy® Users Guide The Options dialog box appears.
On the General tab, select the Automatically start Remedy Alert check box. A check mark will appear in the box.
Next, type in the port number in the Listen Port field.
© 2006 Schlumberger
Rev 0
3-10-2006
11
Employee Services / Benefits Call Center / Remedy® Users Guide
Click OK to close the Options dialog box. For the settings to take effect, double click the Remedy Alert icon. Select Tools > Login. Enter your login information. Click OK. To specify how you want to be informed when a new alert arrives, choose one of the following options:
Alert Notification Method
Description
Default
Remedy Alert displays the Alert Message dialog box when an alert is received.
Display Alert Message
Displays the Alert Popup dialog box and the number of alerts that you have received.
Beep
The system sounds a beep or a bell.
Play Sound File
The system plays a .wav file that you specified.
How to use Remedy Alert Double-click the Remedy Alert icon in the system tray.
#
If using the pop-up preference, click Open > Summary.
The Alert Summary box will be displayed. The number of New alerts and the Total number of alerts will be displayed in the window.
© 2006 Schlumberger
Rev 0
3-10-2006
12
Employee Services / Benefits Call Center / Remedy® Users Guide
Searching LDAP Section Organization Org Unit Location Phone (h) Phone (w) Fax Email Record Status
#
The LDAP section is for searching. The fields will either auto-populate with as much information from the LDAP database based on search criterion in the Employee section, or will remain blank.
Choose the organization prior to selecting the Org Unit or Location.
#
The Org Unit and Location menus will not populate until an Organization is selected.
LDAP Organization consists of the following drop-down menu:
#
See Appendix A for a complete list of Organizations and Org Units.
© 2006 Schlumberger
Rev 0
3-10-2006
13
Employee Services / Benefits Call Center / Remedy® Users Guide
LDAP Organization AtosOrigin Locked Oilfield Products Sema SL SSA Test
The Record Status area shows who created the record, if the password is good, and the training status of the employee.
#
The button beside Record Status expands the area for easier viewing.
© 2006 Schlumberger
Rev 0
3-10-2006
14
Employee Services / Benefits Call Center / Remedy® Users Guide
Reports Creating reports To start a new report, open a new Search Benefits Case window. In the toolbar, click File > Recent Search Forms Choose the search form.
Determine which requests you want to include in the report. Choose Tools > Reporting.
The Report window appears.
© 2006 Schlumberger
Rev 0
3-10-2006
15
Employee Services / Benefits Call Center / Remedy® Users Guide
To select adjacent fields, hold down the mouse button, and drag from one field to the next until all the fields you want to add are highlighted. To select nonadjacent fields, click on the first field, press and hold the CTRL key, and select one or more additional fields. To deselect a field from a selection, hold down the CTRL key and click the field. Specify a position for a field in the Selected Fields list: Click on a field to highlight it. Click Add Before or Add After to add the new fields before or after the highlighted field. The fields you select appear in the Selected Fields list.
© 2006 Schlumberger
Rev 0
3-10-2006
16
Employee Services / Benefits Call Center / Remedy® Users Guide
#
If no field is highlighted, click Add Before to place the new fields at the top of the list, or Add After to place the fields at the bottom of the list.
The order in which the fields are listed is how they will appear in the report. You can use the Move arrows to change the order in which fields appear.
To remove a field from the list, select the field, and click Remove.
#
The field is updated as soon as you click elsewhere.
© 2006 Schlumberger
Rev 0
3-10-2006
17
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