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      CSS Request Process

      Purpose:

      The purpose of this document is to describe the process Client Service Representatives (CSRs) and HCM Service Representatives (HCMs) should follow when requesting CSS assistance, and the expectation after a request has been made. Our goal is to provide support to make lives easier, for our teams and our clients.

      Instructions:

      Please remember to use the following resources prior to scheduling Office Hours or submitting a ticket to the CSS Queue.

      UKG Ready Resources:

      • UKG User Guides
      • readyConnect Online Documentation
      • UKG Community

      Internal Resources:

      • Knowledge Base
      • CSR Chat/Client Services Manager
      • Teams ***Service Team HELP***

      If you have used the available resources and further assistance is required, please use the process outlined below to determine the type of CSS request to submit:

      • Office Hours
      • CSS Audit Request
      • CSS Project Request

      We understand that certain circumstances are not clear-cut, and some things that seem simple end up being complex and some things that seem complex end up being simple. If you are unsure how to proceed, please ask your Client Services Manager. Your Client Services Manager can request further clarification from the CSS team or Client Success Manager, if needed. If you submit a request and CSS sends it back, it should detail the reason why and the appropriate path to take, ultimately ensuring the client receives timely resolution and the best experience possible.

      CSS Request

      Client Need

      CSR/HCM Action

      Expectation

      Troubleshooting or Changes to Existing Configuration:

      Minor changes needed to existing configuration. Examples include, but are not limited to:

      • Updating settings in Accrual Profile, zeroing out and re-executing Accruals
      • Updating fields in Custom Form
      • Updating Checklist Items
      • Updating To Be Completed By in Workflow

      CSR/HCM:

      If you need assistance, please post your question in ***Service Team HELP*** in Teams or schedule Office Hours.

      CSS will review and provide guidance on troubleshooting and configuration changes. CSS may request CSR/HCM submit a CSS Project Request depending on complexity, time needed to complete, and urgency.

      Changes Requiring Audit:

      Any change impacting Payroll, Taxes or Security Settings. Examples include, but are not limited to:

      • Add/Edit Earning/Deduction Code
      • Add/Edit Company Tax
      • Add/Edit GL Code
      • Add/Edit Pay Statement Types
      • Add/Edit Security Profile
      • Edit Pay Calc Profile

      CSR/HCM:

      Once you have made the configuration change, submit ticket to CSS Queue for CSS Audit Request.

      CSS will review the changes made and respond back to CSR/HCM confirming whether the change is accurate and complete or if further action is required.

       

       

      Client Need

      CSR/HCM Action

      Expectation

      Configuration Changes To:

      • Pay Period Frequency
      • GL Settings
      • Payroll Corrections

      CSR/HCM:

      Submit ticket to CSS Queue for CSS Project Request.

      CSS will own the ticket and work directly with client to completion, keeping assigned to themselves and closing when complete.

      Optimization or New Configuration:

      Any change to a client process/policy that requires significant configuration changes or new configuration. Examples include, but are not limited to:

      • New Accrual Profile
      • New Timesheet Profile or Time Off Request Profile
      • New Pay Period Profile
      • New Pay Calc Profile
      • New HR Actions, Workflows, Checklists, Custom Forms, Questionnaires
      • New Performance Review Profile
      • New Scheduler Profile

       

       

      CSR:

      Submit ticket to CSS Queue for CSS Project Request.

      HCM:

      Schedule Office Hours to review with CSS. Depending on complexity and time commitment, you may need to submit a ticket for CSS Project Request.

      CSS will own the ticket and work directly with client to completion, keeping assigned to themselves and closing when complete.

       

      CSS will review with HCM to determine if a project can be completed during Office Hours or scheduled project time, or if it needs to be assigned to CSS due to complexity and time needed to complete. If ticket needs to be sent to CSS Queue, CSS will own the ticket and work directly with client to completion, keeping assigned to themselves and closing when complete.

      How to Code a CSS Ticket

      CSS Audit Request:

      1. Status = New
      2. Pipeline = Success
      3. Sub Category = CSS Audit Request
      4. Ticket Owner = Leave assigned to CSR/HCM 
      5. Add Note and Select Snippet = CSS Audit Request 

      CSS Project Request:

      1. Status = New
      2. Pipeline = Success
      3. Sub Category = CSS Project Request
      4. Ticket Owner = Leave assigned to CSR/HCM 
      5. Add Note and Select Snippet = CSS Project Request