Technical Resources

The WalkMe service team was tasked with designing a possible solution for the following problem: 

Problem: In Oracle Financials Cloud (OFC), users are submitting transactions with incomplete POET data. OFC does not validate a combination of chartstring and POET data thus, not preventing the user from submitting an ‘incomplete’ form.

Proposed Solution: Use WalkMe to create a validation that will stop the transaction from being submitted if incomplete by prompting the user to fill the corresponding POET data before submission. 

Result: A pilot of the proposed solution showed the following:

The pilot results show that 15.5% of transactions have incomplete POET information and were corrected, thus avoiding a 45 minute, on average, correction time of a submitted incomplete form. Incomplete forms affect reporting of sponsored projects funds, leading to financial risk to the university.

Governance Response

ESR's Enterprise Information Services Committee (EISC), our governing body, reviewed the WalkMe pilot findings and the successful utilization of WalkMe across 12 enterprise systems since January 2020.

Decision: Authorize the deployment to all UC San Diego work computers as a centerpiece of business functionality going forward.

Implementation

To implement the WalkMe Browser Extension for your customers on the October 28, 2021 implementation date, we are asking you to test and deploy using the Deployment Kit, which will be available October 18, 2021.

Attend an Information Session

Testing

Perform deployment testing for your customers. Choose an appropriate audience size for your testing and deploy the WalkMe browser extension package through your management system. 

Management systems supported (not an exclusive list):

• Jamf
• AirWatch
• Mobile Iron
• Cicso Meraki
• Big Fix
• Intune
• Trend Micro
• GPO
• SCCM

Note: If your IT Unit does not have a management system, contact walkme@ucsd.edu for further instructions. 

For questions when testing using Jamf, contact Richie Cruz, ITS

For questions when testing using SCCM, contact Sean Bravener, ITS

IT Deployment Kit

The IT Deployment Kit will be available October 18, 2021 through the TechWiki Confluence space.

The kit will include:

• WalkMe Browser Extension Package
• Deployment instructions
• Testing instructions and feedback contacts
• Up-to-date supporting documentation
• Support plan
• Communications:
  • Templated language to communicate to clients

Deployment Requirements

Send communications to your customers to supplement information distributed through campus notices and various other channels.

October 28, 2021

Begin deployment of the WalkMe Browser Extension.

November 5, 2021

Confirm your deployment and provide feedback at walkme@ucsd.edu.

The WalkMe privacy and security review were conducted in 2019, prior to implementation, by Pegah Parsi, Privacy Officer, and Mike Corn, Chief Information Security Officer.

Summary of documentation

• SOC 2 report and current certification documents
• Signed GDPR Data Protection Amendment
• General Privacy Policy
• Electronic Communication Policy (ECP) requirements
• Labor Relations endorsement
• Wirershark Security Testing
• Additional documentation provided

Privacy Notice

Upon login to a system using WalkMe the user will receive acknowledgement stating how data is handled by WalkMe. This statement will be reviewed and approved by UC San Diego's Privacy Officer, Pegah Parsi.