Product Overview

Help Center provides contextually-aware resources that help clients learn how to use SmartCompliance (SCP) without having to contact ADP associates and provide interactive help tools that allow them to connect with ADP Support when needed to quickly resolve any issues.

The problem we're solving is:

Clients do not have any meaningful support experiences within SCP. Help is currently locked in monolithic sources that can only be distributed by ADP associates when asked. We have little self-service options and the few that we have are too difficult to access and navigate for our users.

Who we are solving this problem for:

Our clients by giving them tools to become more proficient with our software
Our associates by reducing repetitive calls/emails

Product Goals

Automatically display articles with relevant topics to clients based on their location within SCP
Allow users to become more confident in using our software by providing easy access to help tools & resources
Clients can easily create support tickets for any issues and receive support from ADP associates in a timely manner

"When I need help inSmartCompliance, I want to be able to proactively find answers to questions I have and resources I need, so I can finish my job tasks."

- Help Center can be accessed from the top navigation bar -

- Knowledge Topics -

Articles shown within Help Center are called Knowledge Topics and will dynamically change based on a user’s location within SCP.

- Knowledge Topics mockups -

Knowledge Topics are ordered by most frequently viewed and can be narrowed down by using the search bar at the top. ADP associates use an internal tool to create these articles and an API is used to automatically update any existing articles or display new ones.

- Knowledge Topics rating & feedback feature -

Users will also be able to rate Knowledge Topics and provide feedback on what content improvements can be made.

- Service Requests -

The Service Request feature allows certain clients, called Client Contacts, to create support tickets for issues not easily solved through Knowledge Topics.

- Service Request mockups -

Clients can also create groups with whom they can share their tickets with, which is especially helpful if multiple team members are experiencing the same issue. Within each Service Request details view, a user can keep track of progress, view/download attachments, share the request with others, and chat with the ADP associate that’s assisting them.

- Non-Client Contact mockups -

For non-Client Contact users, if support tickets are shared with them, they will be able to view them in Help Center. However, they will not be able to create their own requests nor chat with an associate in the details view. This provisioning is determined internally by the client and set up through the SCP admin portal.

- Chat -

With the implementation of ADP’s newly developed chat component, AVA, into all ADP products, we were able to integrate this feature into Help Center that allows clients to speak with associates without having to create a support ticket. The following use cases were outlined to ensure a smooth transition between Chat and Service Request features:

- Chat feature use cases -

- Chat mockups -

Due to a constraint with AVA’s API, the chat feature is not able to automatically detect where the user is within SCP. Therefore, the client has to choose which product they need assistance with before speaking to an associate. If an issue is unresolved, an associate will open a support ticket for the client which can be viewed from Help Center.