PeopleSoft CRM 9.1 Business Object Management PeopleBook

Defining Name and Address Information for Business Objects

This chapter provides an overview of name and address information in PeopleSoft Customer Relationship Management (CRM) and discusses how to:

Update name information for business objects.
View summary contact information.
Maintain contact information for business objects.
Define customer contacts.
Define customer sites.

Understanding Name and Address Information in CRM

This section lists common elements and discusses:

Business object names in CRM.
Address books in CRM.
Contact information on CRM components.
Contact information for business object relationships.

See Also

Defining Company Business Objects

Defining Site Business Objects

Defining Person Business Objects

Common Elements Used in this Chapter

Primary Name	The name that appears online when the business object is referenced in system transactions.
Contact Method Type	A method by which you contact a business object. CRM provides the Address, Phone, and Email contact methods with the system.
Contact Method Purpose Type	A further clarification of a contact method. As delivered, the Home and Business contact method purpose types are available for the Email contact method and the types Home, Business, Fax, and Pager contact method purpose types are available for the Phone contact method. CRM provides additional contact method purpose types that you can configure and you can define additional types as needed. See Contact Method Types and Contact Method Purpose Types.
Contact Info Entry (contact information entry)	A grouping of contact methods. As delivered, contact information entries in CRM can contain one address, up to two email addresses, and up to four phone numbers. See Configuring Address Books.
Address Book	The collection of contact info entries for a business object.
Consumer	A person business object that has the consumer role.

Business Object Names in PeopleSoft CRM

When you initially create a new company, consumer, contact, site, or worker business object, you enter the business object name. This becomes the preferred name for the business object and appears on the Summary page of the component. You can add alternate names for the business object. To edit a name, add alternate names, or change the preferred name, access the More Names page from the Details page of the component.

Important! Only the five most recently updated names are synced to the CDH. If you have more than five names for a business object and you want to ensure that the merged name is synced, you must update the merged name on the More Names page.

Address Books in CRM

Contact information for business objects is logically grouped into address books, which function in the same way as a personal address book. For example, a person named Larry Hill might give you his home address, email, and telephone number. If you also need to get in touch with Larry during the daytime or send him business correspondence, he might also give you a work address, cell phone number, pager number, and work email. If Larry operates out of two offices, you keep an address book entry for each of Larry's offices as well as for his home address. You can maintain address books for business objects and for sites and contacts of business objects.

Contact information entries on a component appears on both the Summary page and on a separate, more detailed Contact Info page.

Note. If an individual business object or an organizational business object (Partner/Company) has multiple roles, then the contact information defaults to both roles. For example, if Larry Hill is both a contact and a consumer, a phone number for Larry Hill phone number applies to both roles by default. The exception is the worker role. Since there may be security issues around the worker role, information does not default to or from this role. So if Larry is both a worker and a consumer, and you add a phone in the Worker component, it will only apply to Larry in the role of worker, not consumer.

See Also

Setting Up Address Formats and Values

Contact Information on CRM Components

This section discusses:

Summary contact information.
Detailed contact information.
Advanced options.
Existing address searches.
Contact method definition for business object roles.
Contact method definition for business object relationships.

See Defining Contact Information Entries.

Summary Contact Information

Contact information on the Summary page includes the address, two email address, and all four phone numbers. To view the complete contact information for a business object, you must use the Contact Info page that you can access either by clicking the More Info link on the Summary page or by selecting the Contact Info tab. By default, the first contact information entry in the address book appears for organization type business objects, and the first and second contact information entries appear for individual type business objects. You can specify the contact information entry that appears on the summary page by clicking the Set Display link.

Detailed Contact Information

The Contact Info page enables you to maintain the contact information for the business object and its associated sites and business contacts. You click the description for an entry to view and edit the entry's details or you can create a new entry. The advanced options on the Contact Info page enable you to manage contact methods independently of the contact information entry in which they are defined.

The Contact Info page enables you to view and update:

Address information.

You can add, view, or update address book entries. or view and update additional address, email, and phone contact information for an entry that is in the address book or to access additional entries. This page is the primary place where you maintain contact information for a business object. You can enter or update details of the contact methods that are associated with the business object or click the trash can button to cause all of the contact methods that are within the contact information entry to expire on the current date.
Contacts.

You can associate an existing business contact with a customer or create a new business contact to add to the customer. Contacts that are associated with customers can have address book entries and sites associated with them.
Sites.

You can create and update sites for a customer or contact.

Advanced Options

The Advanced Options section on the Contact Info page contains three tabs: Address, Email, and Phone. Each tab lists the entries that are defined for that particular contact method type. The Edit button for each entry provides the only access to the Contact Method Details page, where you can update the start and end dates for the contact method or associate the contact method with roles independently of the other contact methods in a contact info entry.

Existing Address Searches

You can search for existing addresses when you add or update address information. This enables you to find and modify an address that is similar to an existing address for a company, partner company, site, or person.

To search for an existing address, use one of the following two methods:

Enter any known address information, click the Look Up Address link on the Contact Info page for a company, consumer, contact, site, or worker, and select an address from the list of existing addresses. The system uses the information you enter as search criteria and returns any contact method records that match the criteria. You can select the applicable record, or, if none of the returned records apply, create a new contact record.
Enter known address information on the Update Address page and search for an existing address.

Note. Depending on the volume of addresses that are in the system and the number of search criteria that is entered, the address search feature can slow system performance.

Contact Method Definition for Business Object Roles

The contact methods that you define at the business object level are automatically associated with the role that the system assigns to the business object. For example, when you establish a business object using the Company component, the system assigns the Company role to the business object and creates contact method records for the role by using the contact information that you define. When you define a site business object by using the Site component or the Sites page in any other component, the system assigns the site role to the business object and records the contact information that you define for the site at both the business object and role levels.

Contact Method Definition for Business Object Relationships

When you associate a contact or site with a customer, you can define separate contact methods that apply only to the relationship between a customer and its contacts or between a customer and its sites.

Address information for a new contact or site is usually similar to address information that was previously defined in the system. CRM provides you with the capability to search for address information that was previously defined when you add contacts or sites to a business object. For example, when you define a contact for a company, you can use an existing address with perhaps a modified mail stop number for the contact.

If CDH and DQM are installed, you can select two or more contacts or sites and submit them for merge evaluation.

Updating Name Information

This section discusses how to add and update names.

Pages Used to Update Name Information

Page Name	Definition Name	Navigation	Usage
Company - Details	RD_COMPANY_DETAILS	Customers CRM, Add Company, Company, Details Customers CRM, Search Company, Company, Summary Click the Details link.	Add or modify a company name.
Person - Details	RD_PERSON_DETAILS	Customers CRM, Add Person, Person, Details Customers CRM, Search Person, Person, Summary Click the Details link.	Add or modify a person's name.
Site - Name	RD_SITE_NAME_PG	Customers CRM, Add Site, Site, Primary Click the Name link. Customers CRM, Search Site, Site, Primary Click the Name link	Add or modify a site name.
Partner Company - Details	RD_PARTNER_DETAILS	Partners CRM, Add Partner Company, Partner Company, Details Partners CRM, Search Partner Company, Partner Company, Summary Click the Details link.	Add or modify a partner company name.
Company - More Names Person - More Names Partner Company - More Names Site - More Names	RD_MORE_NAMES_SEC	Click the More Names link on the Details page for a company, person, or partner company.	Add and update names. Designate a primary name.

Adding and Updating Names

Access the More Names page for a company, person, site, or partner company (click the More Names link on the Details page for a company, person, or partner company).

Primary

Select to indicate a primary name for the company or site. When you initially create the component, the name that you enter on the Detail page is the default primary name record for the company or site business object.

Name Type

Select the type of name, Preferred Name, Alternate Name., or Merged.

Add New Name

Click to enter an additional name.

See Also

Defining Business Object and Name Types

Managing Summary Contact Information

This section lists the pages used to manage summary contact information.

Pages Used to Manage Summary Contact Information

Page Name	Definition Name	Navigation	Usage
Company - Summary	RD_COMPANY_SUMMARY	Customers CRM, Search Company, Company, Summary, Summary	View name and primary contact information for a company and the primary contact of the Company (if available).
Company - Details	RD_COMPANY_DETAILS	Customers CRM, Search Company, Company, Summary, Details	Maintain the first contact information entry for the company.
Partner Company - Summary	RD_PARTNER_SUMMARY	Partners CRM, Search Partner Company, Partner Company, Summary, Summary	View name and primary contact information for a partner company and the primary contact of the Partner Company (if available).
Partner Company - Details	RD_PARTNER_DETAILS	Partners CRM, Search Partner Company, Partner Company, Summary, Details	Maintain the first contact information entry for the partner company.
Site - Primary	RD_SITE_MAIN_2	Customers CRM, Search Site, Site, Primary	View the name and maintain the first contact information entry of a Site, Service Location in the FIN component, Partnership, or Alternate Capacity business object.
Person - Primary	RD_PRSN_PRIMARY	Customers CRM, Search Person, Person, Primary Customers CRM, Add Person, Person, Primary	View the name and maintain the first and second contact information entries of a person, worker, or client.

Maintaining Contact Information for Business Objects

This section discusses how to:

Access contact information.
Maintain contact information.
Select existing addresses.
Update address detail.
Update phone detail.
Update email detail.

Pages Used to Maintain Contact Information

Page Name	Definition Name	Navigation	Usage
Person - Contact Info	RD_PRSN_ADDR_BOOKS	Customers CRM, Add Person, Person, Contact Info Customers CRM, Search Person, Person, Contact Info	Access contact information for a person, worker, or contact.
Company - Contact Info	RD_COMP_ADDR_BOOK	Customers CRM, Search Company, Company, Contact Info Click the Company link. Customers CRM, Add Company, Company, Contact Info Click the Company link.	Access contact information for a company.
Partner Company- Contact Info	RD_PTNR_ADDR_BOOK	Customers CRM, Search Partner Company, Partner Company, Contact Info, Addresses Click the Partner link. Customers CRM, Add Partner Company, Partner Company, Contact Info, Addresses Click the Partner link.	Access contact information for a partner company.
Site - Contact Info	RD_SITE_ADDR_BOOK	Customers CRM, Search Site, Site, Contact Info, Site Click the Site link. Customers CRM, Add Site, Site, Contact Info, Site Click the Site link.	Access contact information for a site.
Company - Address Book Person - Address Book Partner Company - Address Book Site - Address Book	ABE_DETAIL	Click a Description link in the Contact Info Entries grid on the Contact Info page for a company, person, partner company, or site. Click the Create Entry button on the Contact Info page for a company, person, partner company, or site.	Maintain contact information entries for a person, company, site, or partner company.
Address Search Result List	ABE_ADD_LOOKUP_SEC	Click the Look Up Address link on the Contact Info page for a company, person, partner company, or site.	Select an existing address to use or modify as the address for a company, person, partner company, or site.
Company - Update Address Person - Update Address Partner Company - Update Address Site - Update Address	RD_ADDR_DETAIL	Expand the Advanced Options section on the Contact Info page for a company, person, partner company, or site. Select the Address tab. Click the Edit button next to any listed address.	Update address detail.
Company - Update Phone Person - Update Phone Partner Company - Update Phone Site - Update Phone	RD_PHONE_DETAIL	Expand the Advanced Options section on the Contact Info page for a company, person, partner company, or site. Select the Phone tab and click the Edit button next to any listed.	Update phone detail.
Company - Update Email Person - Update Email Partner Company - Update Email Site - Update Email	RD_EMAIL_DETAIL	Access the Contact Info page for a company, person, partner company, or site. Expand the Advanced Options section. Select the Email tab. Click the Edit button next to any listed email address.	Update email detail.

Accessing Contact Information

Access the Contact Info page for a company, site, partner company, or person.

Different links appear below the Contact Info tab, depending on the type of business object you are accessing. For companies or persons with the Consumer role, the Contacts and Sites links enable you to view and update the contact information of contacts and sites that are associated with the business object. For partner companies and sites, you can view and update the contact information of contacts that are associated with the business object. For persons with the Contact role, you can view only the contact's own contact information.

See Configuring Address Books.

Contact Info Entries

Description	Click a description to edit the contact information that is in the entry.
Create Entry	Click to add a new contact information entry.

Advanced Options

Use the advanced options section to designate a contact method as primary for the business object and to edit information about the contact method.

Edit

Click this button to access a page where you can edit the contact method and change its start and end dates.

Maintaining Contact Information

Access the Address Book page for a company, person, partner company, or site (click a Description link in the Contact Info Entries grid on the Contact Info page for a company, person, partner company, or site).

Note. Phone, Email, and Address are examples of contact methods.When you remove a contact method, its end date is set to the current date, thereby inactivating the contact method. This occurs only if the contact method is not in any other active Contact Info entry on the component. After you inactivate a contact method, the only way to reactivate it is by changing the start and end dates that are available within the Contact Info Advanced Options section.

If your CRM installation includes Order Capture, the Sold To, Bill To, and Ship To check boxes appear and you can select one or more of these options to apply to the address.

See Defining Purchasing Options for Companies, Consumers, and Sites.

Selecting Existing Addresses

Access the Address Search Result List page for a company, person, partner company, or site (click the Look Up Address link on the Contact Info page for a company, person, partner company, or site).

Select a listed address.

Updating Address Detail

Access the Update Address page for a company, person, partner company, or site (expand the Advanced Options section on the Contact Info page for a company, person, partner company, or site; select the Address tab; then click the Edit button next to any listed address).

Search for Existing Address

Click to search the existing addresses for a company. The system returns addresses that match the address information that you enter in the Address Information page region.

Create Using Entered Address

Click to create the address by using the information that you enter.

Address Effective Dates and Applications

Enter the start date and end date that the address is effective.

Roles Address Applies to

This region lists all the roles that are assigned to the business object. By default, the address applies to all the business object roles. You can enter a start date and end date for each role to inactivate the address that is defined for the role.

Updating Phone Detail

Access the Update Phone page for a company, person, partner company, or site (expand the Advanced Options section on the Contact Info page for a company, person, partner company, or site; then select the Phone tab and click the Edit button next to any listed).

Phone Effective Dates and Applications

Enter the start date and end date on which the phone number is effective.

Roles Phone Applies to

This region lists all the roles that are assigned to the business object. By default, the phone number applies to all the business object roles. You can enter a start date and end date for each role to inactivate the phone for the role.

Updating Email Detail

Access the Update Email page for a company, person, partner company, or site (access the Contact Info page for a company, person, partner company, or site; expand the Advanced Options section; select the Email tab; then click the Edit button next to any listed email address).

Email Effective Dates and Applications

Enter the start date and end date that the email is effective.

Roles Email Applies to

This region lists all the roles that are assigned to the business object. By default, the email applies to all the business object roles. You can enter a start date and end date for each role to inactivate the email for the role.

See Also

Setting Up Contact Methods

Defining Customer Contacts

This section discusses how to define contacts for a customer or partner company.

Pages Used to Define Customer Contacts

Page Name	Definition Name	Navigation	Usage
Person - Contacts	RD_CONSUMER_REP	Customers CRM, Search Person, Person, Summary Click the Edit Consumer Information link or the Add Consumer Information link. Select the Contact Info tab and click the Contacts link. Customers CRM, Add Person, Person, Details Click the Add Consumer Information link. Select the Contact Info tab and click the Contacts link.	Maintain the list of contacts for a person. Note. You can only define contacts for a person with the consumer role.
Company - Contacts	RD_COMPANY_CNTCT_2	Customers CRM, Add Company, Company, Details Select the Contact Info tab. Click the Contacts link. Customers CRM, Search Company, Company, Summary Select the Contact Info tab. Click the Contacts link.	Maintain the list of contacts that are defined for a company.
Partner Company - Contacts	RD_PTNR_CONTACTS	Partners, Add Partner Company, Partner Company, Details Select the Contact Info tab. Click the Contacts link. Partners, Search Partner Company, Partner Company, Summary Select the Contact Info tab. Click the Contacts link.	Maintain the list of contacts for a partner company.
Site - Contacts	RD_SITE_CNTCT_2	Customers CRM, Add Site, Site, Primary Select the Contact Info tab. Click the Contacts link. Customers CRM, Search Site, Site, Primary Select the Contact Info tab. Click the Contacts link.	Maintain the list of contacts for a site.
Create Contact of <object>	RBQ_QCREATE	Click the Create Entry button on the Contacts page for a company, consumer, partner company, or site.	Create a contact of a company, consumer, partner company, or site.
Modify <contact>	ABE_DETAIL	Click the Description link on the Contacts page for a company, consumer, partner company, or site.	Maintain contact information entries for a contact of a company, consumer, partner company, or site. This page is similar in format and usage to the Create Contact of <customer> page.

Maintaining the Contact List

Access the Contacts page for a company, partner company, site, or person with the consumer role.

This page enables you to add contacts of a customer business object and edit or inactivate existing contacts.

Creating Contacts of Customers

Access the Create Contact of <object> page (click the Create Entry button on the Contacts page for a company, consumer, partner company, or site).

The first section of this page contains information about the customer, to provide context for the contact that is being added.

Contact

Enter contact information about the contact in this section.

Purchasing options appear after you create or update a contact only if option is enabled on the parent component's primary page. The contact must have at least one address defined before you can select purchasing options.

Sold To Contact , Bill To Contact , and Ship To Contact	Select whether the contact is primary or non primary for each purchasing option that appears. The available purchasing options are inherited from the customer's purchasing options. If you do not select a value for the purchasing option, the contact is not enabled for that option.
Search Existing Person	Click to search the database for a person whose information matches the information that you enter on this page. A page appears on which you can select a person to add as a contact.
Use <customer> Address	Select to use the customer's address for the contact.

Defining Customer Sites

This section lists the pages used to maintain site lists.

Pages Used to Define Sites

Page Name	Definition Name	Navigation	Usage
Company - Sites	RD_COMPANY_SITE_2	Customers CRM, Add Company, Company, Contact Info Click the Sites link. Customers CRM, Search Company, Company, Contact Info Click the Sites link.	Maintain company sites.
Person - Sites	RD_CONSUMER_SITE_2	Customers CRM, Add Person, Person, Details Click the Add Consumer Information link. Select the Contact Info tab and click the Sites link. Customers CRM, Search Person, Person, Summary Click the Edit Consumer Information link or the Add Consumer Information link. Select the Contact Info tab and click the Sites link.	Maintain sites for a person. Note. You can only maintain sites for a person with the consumer role.
Create Site of <customer>	RBQ_QCREATE	Click the Create Site button on the Sites page for a company or person who has the consumer role.	Add a site to a company or person. This page is similar in usage to the Create Contact of <customer> page.
Modify <site>	RBQ_QCREATE	Click the Edit button next to a listed site on the Sites page for a company or person who has the consumer role.	Maintain contact information and purchasing options for a customer site.
Merge Request for Sites	RBQ_QCREATE	Click the Select Sites for Merge Request button on the Contact Info: Sites page for a company or a person with the Consumer role.	Submit two or more sites for merge evaluation.

Maintaining Site Lists

Access the Company - Sites page (Customers CRM, Add Company, Company, Contact Info; click the Sites link).

View and edit the list of sites that are defined for the customer or click the Create Site button to create a new site.

Primary	Select to indicate a primary name for the company or site. When you initially create the component, the name that you enter on the Detail page is the default primary name record for the company or site business object.
Name Type	Select the type of name, Preferred Name, Alternate Name., or Merged.
Add New Name	Click to enter an additional name.

Search for Existing Address	Click to search the existing addresses for a company. The system returns addresses that match the address information that you enter in the Address Information page region.
Create Using Entered Address	Click to create the address by using the information that you enter.