UKG Community User Guide

Customers can register for UKG Community access with a Solution ID.

1. From the UKG Community home page, select Register.
   
2. From the registration page, enter your Solution ID.
3. Select Submit.
   
4. In the Profile Information section, enter your information. Required fields are marked with an asterisk.
   Note Be sure to use your work email address.

   
5. Select Save.
6. Select OK, and then wait until a message confirms that you have successfully registered.
   

   Note The confirmation message may take a couple of minutes to appear.
   You will receive a welcome email from onesupport-noreply@ukg.com. The email includes a link to get you started, which will take you to a login page. Your username is your email, and you will need to create a password.

When you register for the UKG Community you are granted self-service access. Self-Service access allows you to access community content and training and engage with other members in discussions, groups, and events. You can request additional access in the UKG Community, for example, to contact UKG Services and Support. You will be notified when changes are made.

1. From the top right corner of the UKG Community home page, select and open the profile menu.
2. From the profile menu, select My Organization.
   
3. Select Additional Access Request.
   
4. From the Additional Access Request form, you will see three options available:
   • Case User: This access will grant you the ability to create support cases on behalf of your company.
   • Project User: This access will grant you the ability to manage projects, including fulfilling tasks assigned to you and seeing the progress of any projects being managed by UKG.
   • Service Request User: This access will grant you the ability to create requests for professional services type of work.
5. Once you've selected the additional access you need, select Save.
   Your request is sent to your Organization's Support Administrator(s) for approval, and you will be notified by email whether your request was approved or rejected.

When a customer contact requests additional access in the UKG Community, a Support Admin or Focal Admin from their organization can approve or reject the request.

1. From the top right corner of the UKG Community home page, select and open the profile menu.
2. From the profile menu, select My Organization.
3. In the Additional Access Request for Approval section, select the specific request.
   
4. From the request, select either the  Approve Additional Access Request  or  Reject Additional Access Request button. Fill in the Comments and select Save.
   Your request is sent to your Organization's Support Administrator(s) for approval, and you will be notified by email whether your request was approved or rejected.
   
   

If you have a question about your UKG Community access, you can view a list of your company's administrators to easily identify the right person to ask.

1. From the top right corner of the UKG Community home page, select and open the profile menu.
2. From the profile menu, select My Organization.
   
3. From the My Organization page, select My Company Admins.
   
   The Contacts page appears with a list of your organization's administrators.

Every organization should have at least one Support Administrator or Focal Administrator User.

1. If your organization has a Support Administrator User or a Focal Administrator User, they can edit a contact to Add Support Administrator User permissions. For more information on managing permissions, review the Create and Manage Community Contacts job aid.
2. If your organization does not have a Support Administrator User or a Focal Administrator User, a registered user must submit a Support Case to be assigned the Support Administrator permissions. This registered user must be designated by your organization to manage user permissions.

Every organization should have at least one focal administrator (for accounts with the UKG Pro solution) or support administrator (for accounts with UKG Pro WFM and all other solutions).

1. If your organization has a focal administrator user, they can create an admin case. If your organization has a support administrator user, create a support case.
2. Attach a letter to the admin case or support case. The letter must meet the following requirements:
   • The letter must use the organization letterhead.
   • The letter must be signed by an officer or C-level employee at your organization.
   • The letter must request that "said individual" be assigned as a focal administrator user.

Focal administrators (for accounts with the UKG Pro solution) and support administrators (for accounts with UKG Pro WFM and all other solutions) can update access for the active UKG Community contacts in their organization and reset passwords for selected contacts.

1. From the UKG Community home page, select the profile menu > My Organization.
   
2. From the My Organization page, select My Organization Contacts.
   
3. From the Contacts page, for a user, select the down arrow icon and then select one of two options:
   • Edit
   • Reset Password

   
4. If you chose Edit, from the Edit Contact window, in the Access Information section, select or deselect boxes for the different levels of access.

   Option	Description
   Guest User	Users who can access publicly available product documentation. No registration or log in is required to access this content.
   Self-Service User	Users who have base access to the UKG Community, including the ability to search, ask questions, collaborate with other community members, and access content and learning material. This access is assigned by default when a user self-registers to the UKG Community.
   Case User	Includes Self-Service User access, plus the ability to create cases and manage your own cases. If you select this checkbox, the Self-Service User checkbox is automatically selected after you save. Note Based on your account's access, Case Users may be restricted from submitting Payroll or Benefits cases.
   Service Request User	Includes Self-Service User access, plus the ability to create and manage your own service requests. If you select this checkbox, the Self-Service User checkbox is automatically selected after you save. Note Based on your account access, you may not have the option to assign Service Request Users.
   Project User (formerly known as Activation User in our Legacy Ultimate Community)	Includes Self-Service User access, plus the ability to access the project console (for our Legacy Ultimate project users) and to the Launch application (for our UKG Pro, UKG Dimensions, and UKG Ready users).
   Case Administrator User	Includes Self-Service User access and Case User access, plus the ability to view and manage all cases at your primary account or other accounts that you support. If you select this checkbox, the Case User and Self-Service User checkboxes are automatically selected after you save.
   Training Administrator	Users who can assign courses and learning journeys to individual training users in their organization.
   Support Administrator User	Includes Case Administrator User, Service Request User, Case User, and Self-Service User access, plus the ability to create new users and manage the access for other users of your primary account. This user type is for accounts with UKG Pro WFM and all other solutions. Accounts with the UKG Pro solution should have a Focal Administrator designated – view this job aid for more information.

   
5. If you chose Reset Password, a confirmation statement appears at the top of the page stating that the action completed successfully. The selected user has up to 24 hours to access the reset password link in the email.
6. Select Save.

When a customer contact requests additional access in the UKG Community, a Support Admin or Focal Admin from their organization can approve or reject the request.

1. From the top right corner of the UKG Community home page, select and open the profile menu.
2. From the profile menu, select My Organization.
3. In the Additional Access Request for Approval section, select the specific request.
   
4. From the request, select either the  Approve Additional Access Request  or  Reject Additional Access Request button. Fill in the Comments and select Save.
   Your request is sent to your Organization's Support Administrator(s) for approval, and you will be notified by email whether your request was approved or rejected.
   
   

Focal administrators (for accounts with the UKG Pro solution) and support administrators (for accounts with UKG Pro WFM and all other solutions) can restrict case users from submitting Benefits and Payroll type cases via the UKG Community.

1. From the UKG Community home page, select the profile menu > My Organization.
2. From the My Organization page, select My Organization Contacts.
3. From the Contacts page, for a user, select the down arrow icon and then select Edit.
   
4. From the Edit Contact window, in the Restrict user from creating cases for section, select Benefits, Payroll, or both and use the right arrow to move the selected option(s) from the Available list to the Chosen list.
   
5. Select Save.

   The applied restrictions will prevent the contact from being able to select Payroll and/or Benefits options as part of the Job Category picklist options. For example, if Payroll is selected as a Chosen restriction, the contact will not have the Payroll option from the Create a Case form, therefore restricting the Product Solution options that can be selected.

   

   Use this same process to update the contact's restrictions.

Focal administrators (for accounts with the UKG Pro solution) and support administrators (for accounts with UKG Pro WFM and all other solutions) can allow Related Company Contacts to create and manage their own service requests.

1. From the UKG Community home page, select the profile menu > My Organization.
2. From the My Organization page, select My Organization Contacts.
   
3. From the Contacts page, scroll to the Related Company Contacts table, select the down arrow icon for the appropriate contact, and then select Edit.
   Note If the appropriate contact is not in the Related Company Contacts table, submit a support case to add them.

   
4. In the Start Date field, specify the date to begin access.
   
   If you select the current date, the Service Request User checkbox is checked automatically. If you select a date in the future, the Service Request User checkbox is not checked until after the specified date.
5. (Optional) In the End Date field, specify the date when access will end.
   If you select an end date, the system automatically deselects the Service Request User checkbox when that date is met.
6. Select Save.
   After the specified start date, a check icon appears in the Service Request User column for the contact in the Related Company Contacts table.

If a Related Company Contact was previously allowed to create and manage service requests, focal administrators and support administrators can edit the contact and remove access.

1. From the UKG Community home page, select the profile menu > My Organization.
2. From the My Organization page, select My Organization Contacts.
   
3. From the Contacts page, scroll to the Related Company Contacts table, select the down arrow icon for the appropriate contact, and then select Edit.
4. Deselect the Service Request User checkbox.
   The current date automatically appears in the End Date field.
5. Select Save.
   In the Related Company Contacts table, a check icon no longer appears in the Service Request User column for the contact.

Focal administrators (for accounts with the UKG Pro solution) and support administrators (for accounts with UKG Pro WFM and all other solutions) can remove a contact who has completely left their company or organization or simply remove a contact's access to the UKG Community.

1. From the UKG Community home page, select the profile menu > My Organization.
2. From the My Organization page, select My Organization Contacts.
3. From the Contacts page, for a user, select the down arrow icon and then select Edit.
   
4. From the Edit Contact window, in the Verification Status section, select Contact No Longer Exists.
   
5. Select Save.
   The contact no longer has access to the UKG Community.

You can remove a contact from the UKG Community who still belongs to your company or organization.

1. From the UKG Community home page, select the profile menu > My Organization.
2. From the My Organization page, select My Organization Contacts.
3. From the Contacts page, for a user, select the down arrow icon, then select Edit.
4. Deselect the Self-Service Access box.
5. Select Save.
   Note Please allow a few moments for the Active Community Contacts list to update after completing this action.

Focal administrators (for accounts with the UKG Pro solution) and support administrators (for accounts with UKG Pro WFM and all other solutions) can add contacts to the UKG Community.

1. From the UKG Community home page, select the profile menu > My Organization.
2. From the My Organization page, select My Organization Contacts.
   
3. From the Contacts page, select New.
   
4. Enter the required information:
   • At the Name field, enter a first and last name.
   • At the Email field, enter an email.
     Note The email must have a company email domain. Non-company emails are not allowed.
   • At the Title field, enter a title.
   • In the Access Information section, select levels of access.

   
5. Select Save.
   Note If the contact already exists, a warning message appears. To view the existing contact, select View Duplicates.

   

   To view the contact's page, select Open This Contact.

   

   From the contact's page, select Edit to update the contact's information. To send the contact a welcome email with UKG Community login details, select the appropriate levels of access and save the changes.

   
   When a new contact is added, a welcome email from the UKG Community will be sent to the email you provided. A link to create the password is provided in the email.

Every organization should have at least one focal administrator (for accounts with the UKG Pro solution) or support administrator (for accounts with UKG Pro WFM and all other solutions).

1. If your organization has a focal administrator user, they can create an admin case. If your organization has a support administrator user, create a support case.
2. Attach a letter to the admin case or support case. The letter must meet the following requirements:
   • The letter must use the organization letterhead.
   • The letter must be signed by an officer or C-level employee at your organization.
   • The letter must request that "said individual" be assigned as a focal administrator user.

Resources are organized by product. You can learn the names of your UKG products on the home page.

1. From the home page, select the My Products tab.
2. Review the report with the list of products.

To save an article you find useful, you can favorite it. You can only access the favorites list from an article.

1. Select an article.
2. Select Favorites.
3. Select Favorite. The article is now available from My Favorites.

To receive update email notifications for an article, you can subscribe to it.

1. Select an article.
2. Select Favorites.
3. Select Subscribe. You are now subscribed and receive email notifications when the article is updated.

From any article, you can access a list of your favorites and manage your favorites list.

1. Select an article.
2. Select Favorites.
3. Select Manage Favorites. The Edit Favorites window appears.
4. From the Edit Favorites window, you can:
   1. Access a list of your favorite articles
   2. Remove articles from your favorites
   3. Rename the articles in your list
5. Select Done.

You can ask your peers a question in the UKG Community. As you enter text in the question form, you are provided potential answers in existing articles.

1. Select Ask the Community. A window appears with the question form and the suggested articles list.
2. Complete the question form.
   1. Select where you want to post the question.
   2. Enter your question.
   3. Optionally, provide additional details.
   4. Optionally, upload files.
   Note As you complete the question form, the View Suggested Articles list updates, providing existing articles that may answer your question.

   
3. Once you have completed the question form, check to see if any of the suggested resources answer your question. If not, select Ask. The question is then assigned to a group based on your selections, which ensures that the questions gets in front the members with the knowledge to answer it.

When you like a post, you receive update email notifications. You can also like comments on a post.

1. Go to a post.
2. Select Like. You are now following the post and receive email notifications when the post is updated.

If you want to respond to a post, you can leave a comment. You can also reply to other comments on a post.

1. Go to a post.
2. Select Comment.
3. Enter text. Optionally, you can format the text and attach a file.
4. Select Comment. You will receive email notifications when new comments are added.

You can bookmark posts to easily access them later. When you bookmark a post, it appears on the My Bookmarks list on the home page.

1. Go to a post.
2. Select the drop-down icon.
3. Select Bookmark. The post now appears in the My Bookmarks tab on the home page.

If a post does not meet the UKG Community guidelines, you can report it for a moderator to review. You can also flag comments on a post.

1. Go to a post.
2. Select the drop-down icon.
3. Select Flag. The What's wrong? window appears.
4. From the What's wrong? window, select an option to indicate the issue.
5. Optionally, enter a note for the moderator.
6. Select Save.

If you no longer want to receive email notifications for a post, you can mute the post.

1. Go to a post.
2. Select the drop-down icon.
3. Select Mute. You no longer receive email notifications when the post is updated.

When you join a group, the group updates appear in your feed.

1. Select a group.
2. From the group page, select Join Group.

You can control the frequency of the email notifications you receive from a group.

1. Select a group.
2. From the group page, select Manage Notifications. The Manage Notifications window appears.
3. From the Manage Notifications window, select an email notification frequency:

   • Every Post

   • Daily Digest

   • Weekly Digest

   • Limited (no emails)

You can ask a question directly in a group to get responses from the appropriate members. For example, if you want to know how other customers use a product, you can ask a question in a group that focuses on that product.

1. Select a group.
2. From the group page, go to Feed tab > Question tab.
3. From the Question tab, select Ask.
4. Enter a question. Optionally, add details.
5. Select Ask. The question now appears in the group and other group members can respond.

If you want to share information or resources with a group, you can make a post. If you want answers to a specific question, ask a question rather than make a post.

1. Select a group.
2. From the group page, go to Feed tab > Post tab.
3. From the Post tab, enter text.
4. Select Share.

If you want to know how members of a group respond to a question from a list of options, you can create a poll. Members can still like and comment on polls to provide more feedback.

1. Select a group.
2. From the group page, go to Feed tab > Poll tab.
3. From the Poll tab, enter a question and choices. Optionally, add more choices.
4. Select Ask.

If you have a suggestion for how we can improve our products, services, or community, submit an idea. Before you add an idea, check for similar ideas that already exist in the ideas portal.

1. Select Add a New Idea.
2. Select a product.
3. Enter a title. Similar ideas will be suggested. If the same idea is suggested, vote on the existing idea instead of creating a new idea.
4. Enter details and success criteria.
5. Select a category.
6. Select Add Idea.

If you want to support an idea, you can vote for it. Voting lets UKG know that the idea is important to you. When you vote for an idea, you are subscribed to it and will receive notifications if the idea is updated.

1. Select an idea.
2. Select Vote. You are now subscribed to the idea and will receive notifications of updates.

If you want to engage in conversation about an idea, you can comment.

1. Select an idea.
2. Select Add a comment.
3. Enter text.
4. Select Post comment.

You can update your UKG Community profile. Your profile includes your contact information, profile picture, and any additional information you want to share with other members.

1. From the top navigation bar, select your name > My Profile > Edit. The Edit User window appears.
2. From the Edit User window, you can update your personal information and contact information.
3. Select Save.

From your settings, you can select how often you want to be notified and how much of your information is visible in the UKG Community.

1. From the top navigation bar, select your name > My Settings.
2. From the My Settings page, you can:
   • Change your password
   • Set your community profile visibility
   • Select your email notification preferences for the UKG Community and UKG
3. Select Save.

Create a case in the UKG Community to get support for your issue. Before creating a case, be sure to complete the recommended training and search our product documentation, knowledge articles, and community discussions for answers.

1. From the Welcome to UKG Services and Support page, select Create Case.
   Note Alternatively, you can select your username, and then select Contact Support.
2. If you are associated with multiple accounts, select your Account from the drop-down list.
3. For Do you need help with creating a UKG Pro Tax & Payment Services Case?, select one of the following options:
   • If you need to open a case for UKG Pro Tax and Payment Services, select Yes.
   • If you do not need to open a case for UKG Pro Tax and Payment Services, select No.
4. Select the appropriate Job Category from the drop-down list.
   Note The available values in the Job Category drop-down list are based on the products available for the account you selected.
5. Select the appropriate Product Solution from the drop-down list.
   Note The available values in the Product Solution drop-down list are based on the solutions associated with the job category you selected. For example, if you selected the Payroll job category, the payroll solutions associated with your account appear in the list.
6. Select the appropriate Primary Area from the drop-down list.
   Note The available values in the Primary Area drop-down list are based on the areas associated with the job category and solution you selected. For example, if you selected the Payroll job category and the UKG Pro solution, the areas associated with UKG Pro payroll appear in the list.
7. At Issue Summary, provide a brief summary. Be sure to include relevant details or vital information about the issue.
   For example, "Access issue" doesn't provide information about the type of access issue. "Can't log into Community" provides more information that can help us direct the case to the correct person more quickly.
8. At Issue Description, enter a full description of your issue. If you are creating the case for another person, be sure to enter their name (but no other PII) in the description.
9. Review all Recommended Solutions, which display adjacent to the case details, for a possible resolution.
10. Select Upload Files if you want to provide accompanying documentation that will be helpful in resolving your case.
11. Select Submit. Your case will be routed to an internal support representative, who will contact you if further information is needed.
    

You can manage open cases in the UKG Community to view information about the current status, communicate with the case owner, and accept or reject a resolution.

1. From the Welcome page, use one of the following methods to navigate to the appropriate case:
   • To search for a specific case, in the UKG Community search bar, enter the appropriate Keyword or Case Number, and then press Enter.
     Note If you are a UKG Pro Payment Services customer, the Case Number that appears in the search results may not match the Case Number you received by email after opening the case. If the numbers don't match, verify that the subject of the case is correct. If the subject is correct, then you found the correct case.
     
   • To view all available cases, from the Navigation bar, select Services and Support, and then select Manage Cases from the Support box.
     Tip You can use the fields in the Search Cases section to filter the table by owner, Solution ID, Contact Name, and Date Range. To sort the cases that appear in the table in ascending or descending order, select a column header.
     
2. Select an open case to manage.
   The Case Detail page displays. A progress bar appears above the case details with the current status highlighted.
3. (Optional) Select the Show More icon beside the progress bar to view more information about the current status.
   
4. (Optional) Use the Feed, Related, and Case Details tabs to communicate with the case owner.
   • Select the Feed tab to post updates and read comments from the case owner.
     Note If you need to close a case that is not in the Resolved Pending Confirmation status, you can post a comment on the Feed tab. The case owner will close the case for you.
     
   • Select the Related tab to access or share files, emails, and articles.
   • Select the Case Details tab to view all the case details.
     
5. When your case is in the Resolved Pending Confirmation status, review the most recent feed post from the case owner, and then select the Case Resolution button below the progress bar to accept or reject the resolution:
   

   Important If you do not accept or reject the resolution, the case will automatically close on the date specified in the Auto Close Date field on the Details tab.
   1. To accept the resolution, in the Case Resolution Disposition dialog box, select Accept from the drop-down list, and then select Save.
      After you accept the resolution, your case updates to the Closed status and you cannot add additional comments or edit the case in the UKG Community. If needed, you can call support to reopen the case within 14 days of accepting the resolution.
   2. To reject the resolution, in the Case Resolution Disposition dialog box, select Reject from the drop-down list, and then select Save.
      After you reject the resolution, the case status reverts to the Awaiting UKG Response status and a support representative will further review your case.
6. To let UKG know that a case needs immediate attention, complete one of the following actions:
   • In the case summary, indicate that the issue is urgent.​ In the issue description, include details to help us understand the priority.
     Note Urgent or business critical cases can include, but are not limited to, mass impacts and no available work arounds (indirectly impacting nearing payroll deadlines, financial impacts, and cease in business flow operations).
   • Use the support center telephone number to speak to a specialist, who can increase the urgency for you.