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

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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.

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Employee Services / Benefits Call Center / Remedy® Users Guide

Table of Contents

Symbols ii

1 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 Remedy Alert Setup 9
5.1.2 How to use Remedy Alert 12
5.1.3 Events that Automatically Trigger Alerts

6 Searching 13

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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

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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.

# The network administrator will provide you with

your user name, password, and preference
server.

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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 Menu bar
o Short cuts
p Assigned Cases / Other Group Cases
q Macro tool bar
r Benefits queue / case review table
s Quick Lookup area
t Entry points and links
_ Status bar

n o p q r

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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.

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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.

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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.

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# 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.

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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.

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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.

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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.

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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.

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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.

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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.

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# 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.

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