Support

Core Support

RC_SUPPORT

Support

Communications

CRM_COM

Support

Energy

CRM_ENG

Support

Financials

CRM_FIN

Support

Government

CRM_GOV

Support

Higher Education

CRM_HE

Support

Insurance

CRM_INS

HR HelpDesk

Core HR HelpDesk

CRM_HHD

HelpDesk

Core HelpDesk

RC_HELPDESK

RC_AGT_CASES_PGT

CRM_COM (Communications)

CRM_ENG (Energy)

CRM_FIN (Financial Services)

CRM_GOV (Government)

CRM_HE (Higher Education)

CRM_HE_IT (Higher Education - IT)

CRM_HE_SUPPORT (Higher Education - Support)

CRM_HHD (HR HelpDesk)

CRM_INS (Insurance)

RC_HELPDESK (HelpDesk)

RC_SUPPORT (Support)

RC_CASE

CRM_COM (Communications)

CRM_ENG (Energy)

CRM_FIN (Financial Services)

CRM_GOV (Government)

CRM_HE (Higher Education)

CRM_HE_SUPPORT (Higher Education - Support)

CRM_HE_IT (Higher Education - IT)

CRM_HHD (HR HelpDesk)

CRM_HHD_EBS (CRM HelpDesk E-Business Suite)

CRM_INS (Insurance)

RC_HELPDESK (HelpDesk)

RC_SUPPORT (Support)

RC_CASE_HD_SS

CRM_HE (Higher Education)

CRM_HHD (HR HelpDesk)

RC_HELPDESK (HelpDesk)

RC_CASE_HD_SS_RPT

CRM_HE (Higher Education)

CRM_HHD (HR HelpDesk)

RC_HELPDESK (HelpDesk)

RC_CASE_HD_SS_SRCH

CRM_HE (Higher Education)

CRM_HHD (HR HelpDesk)

RC_HELPDESK (HelpDesk)

RC_CASE_SEARCH

CRM_COM (Communications)

CRM_ENG (Energy)

CRM_FIN (Financial Services)

CRM_GOV (Government)

CRM_HE (Higher Education)

CRM_HE_IT (Higher Education - IT)

CRM_HE_SUPPORT (Higher Education - Support)

CRM_HHD (HR HelpDesk)

CRM_INS (Insurance)

RC_HELPDESK (HelpDesk)

RC_SUPPORT (Support)

RC_CASE_SW_SS

CRM_COM (Communications)

CRM_ENG (Energy)

CRM_FIN (Financial Services)

CRM_GOV (Government)

CRM_INS (Insurance)

RC_SUPPORT (Support)

RC_CASE_SW_SS_RPT

CRM_COM (Communications)

CRM_ENG (Energy)

CRM_FIN (Financial Services)

CRM_GOV (Government)

CRM_INS (Insurance)

RC_SUPPORT (Support)

RC_CASE_SW_SS_SRCH

CRM_COM (Communications)

CRM_ENG (Energy)

CRM_FIN (Financial Services)

CRM_GOV (Government)

CRM_INS (Insurance)

RC_SUPPORT (Support)

RC_SOLNSRCH_HD_SS

CRM_HE (Higher Education)

CRM_HHD (HR HelpDesk)

CRM_HE (Higher Education)

RC_HELPDESK (HelpDesk)

RC_SOLNSRCH_SW_SS

CRM_COM (Communications)

CRM_ENG (Energy)

CRM_FIN (Financial Services)

CRM_GOV (Government)

CRM_INS (Insurance)

RC_SUPPORT (Support)

RC_SS_HD

CRM_HHD (HR HelpDesk)

RC_HELPDESK (HelpDesk)

RC_SS_HE

CRM_HE (Higher Education)

RC_SS_SW

CRM_COM (Communications)

CRM_ENG (Energy)

CRM_FIN (Financial Services)

CRM_GOV (Government)

CRM_INS (Insurance)

RC_SUPPORT (Support)

None

Select None if you do not want any automatic assignment to occur; assignments must be made manually.

Note. Delivered AAF policies for cases send notifications to the agent or provider group that is assigned to a newly created case. If you allow unassigned cases to be saved, you should define a mechanism for routing and handling these cases.

Any

Select Any or Available to invoke the assignment engine when the case is saved.

If you select Any, the assignment engine finds the worker or provider group with the highest overall fit score.

Note. If a user manually assigns an agent to the case and the agent is in exactly one provider group, the system automatically assigns the agent's provider group to the case when it is saved. If the agent is in more than one provider group, the system leaves the Provider Group field blank on the Case page when the case is saved. You could, however, have a provider group that is available and none of the workers are available.

Available

Select Any or Available to invoke the assignment engine when the case is saved.

If you select Available, the assignment engine looks only at provider groups that are currently available according to the schedules you create.

Default

Select Default to assign a case to its creator. This value does not invoke the assignment engine.

If you select Default, the system will address whether an agent is on the case. If an agent is on the case and that agent is in only one provider group, the system assigns that provider group as the Default provider group. Otherwise, the system leaves the Provider Group field blank.

Selecting Default forces the system to find the group for the agent that has already been selected. If the agent is a member of more than one group, the system leaves the Provider Group blank.

Note. This option is available only for cases created by agents, not for cases created by self-service application users. However, you can set up a self-service provider group on the Case Defaults page using the Assigned to Provider Group field for self-service call center components.

None

Indicates that the system does not assign new cases to agents.

Note. Be aware that delivered AAF policies for cases send notifications to the agent or provider group that is assigned to a newly created case. If you allow agents to save unassigned cases, you should define a mechanism for routing and handling those cases.

Any

Select to have the assignment engine assign the case to the person with the highest fit score (if a provider group was previously entered, either manually or through auto-assignment). If the system did not assign a provider group, then it does not assign an agent either.

Available

Select to have the assignment engine check worker schedules and assign cases only to agents who are available at the time the case is assigned.

Note. The Any and Available options use the assignment engine. For the assignment engine to assign an agent, a provider group must already be assigned.

Default

Select to have the system assign the case to the agent who created the case.

This setting only applies if the case is new. If you update an existing case and clear the Assigned To field, the system leaves it blank. This functionality is true for the other assignment options as well. If you want to run the assignment engine after the initial creation of the case, you need to use the Suggest a Provider Group and Suggest an Agent buttons next to the fields.

The system handles case assignments according to these rules:

• If a provider group is specified, either manually or through auto-assignment, the system does not assign the case to an agent.

• If no provider group is specified, the system assigns the case to the agent who created the case.

• If the provider group auto-assignment option is also Default, then the system assigns the case to the agent's provider group (assuming that one can be uniquely identified).

Note. This option is for cases created by agents. For cases created through a self-service application, you can set up a default provider group on the Case Defaults page that you can use for self-service. The system will assign a provider group, but it will not assign an agent.

See Setting Up and Performing Assignment Searches.

Call Center BU

BUS_UNIT_RC1

Set Up CRM, Business Unit Related, Call Center Definition, Call Center BU

Create call center business units and establish default business units to use when integrating with other PeopleSoft applications.

Business Unit - Options

BUS_UNIT_RC2

Set Up CRM, Business Unit Related, Call Center Definition, Options

Define business rules for a call center business unit.

Match Usage

RC_MATCH_SUMMARY

Click the Match Usage link on the Business unit - Options page.

View the case matching criteria defined for this business unit and associated SetID.

Business Unit - Display Templates

BUS_UNIT_RC_RDT

Set Up CRM, Business Unit Related, Call Center Definition, Display Templates

Associate display template families and display templates with the business unit.

Case Defaults

BUS_UNIT_RC_DEF

Set Up CRM, Business Unit Related, Call Center Definition, Case Defaults

Set up defaults for all call center applications.

Business Unit

Displays the business unit identifier you entered when you first accessed the page. To maximize system performance, always use exactly five characters.

Description

Enter the description that you want to appear on the Case page and other places where the business unit appears.

Default SetID

The Default SetID field appears only when you open the Call Center BU page in Add mode. Once you create the business unit, the system sets up default tableset control information, and you must use the TableSet Control page to change the default.

Enter or select the default setID for the business unit. When you create a business unit, the system copies the setID for each record group from the tableset control of the setID you have entered. In the tableset control record, each of the delivered record groups is associated with the setID that you enter here or a setID that is being shared (SHARE) with other setIDs.

Note. The system will always create a setID that is equal to the business unit that you create. Every business unit is also a setID.

Status

Indicates the call center status. Values are: Open (active) or Closed (inactive). The system does not process transactions for closed business units.

Note. You cannot create a new case for a closed business unit, but you can continue working a case that has already been created with a business unit that was closed after the case was opened.

Create BU (create business unit)

This button appears only when you open the Call Center BU page in Add a New Business Unit mode.

Click to establish the tableset controls for the call center business unit based on the default setID that you specify.

Other pages in the component and many of the fields on this page are unavailable until you click the Create BU button to create the business unit.

Self-Service Description

Enter a description for self-service application users. This description should be meaningful to users who are unfamiliar with the organization of your call center business unit.

Service Order Unit

Enter the default FieldService business unit to use when creating service orders from call center cases. When you establish tableset sharing, ensure that the field service business unit and the call center business unit prompt against the same set of customers.

RMA Unit (return material authorization unit)

Enter the default RMA business unit to use when creating a return material authorization from a case.

Sales Unit

Enter the default Sales business unit to use when creating a sales lead from the Related Actions page in a call center case. When you establish tableset sharing, make sure that the sales business unit and the call center business unit prompt against the same set of customers.

Quality Unit

Enter the default Quality Management business unit to use when creating or relating a defect to a case. You can create a new defect or relate an existing defect. In either case, the system displays the business unit that you enter here on the page.

Order Capture Unit

Enter the default Order Capture business unit to use when entering an order related to a case.

Note. If you use a lead qualification script to transfer to Order Capture from either the Support or HelpDesk case component, the business unit must be valid for your Order Capture application or you must select a default order capture business unit on this setup page.

Online Marketing Unit

Select the online marketing business unit that you want the system to use by default in the Dialog Business Unit field when a user selects the Case Survey related action to launch a customer survey from the Case page.

Assign Person

Select the option that you want the system to use to automatically assign new cases to individual agents.

See Person Assignment.

Assign Provider Group

Select the option that you want the system to use to automatically assign provider groups to new cases.

See Person Assignment.

Call Center Manager

Select your default call center manager. You can use the selection here to route workflow using AAF notifications.

See Setting Up PeopleSoft CRM Workflow.

Max # of Notes in Web Service

If you tend to have many notes in your cases, enter a number that limits the volume of notes that you want included in a web service. If you leave this field blank, the system includes all notes.

Product Prompt

Select how you want the product prompt to work. The options are:

• All

  You can select a product from the master products table.

• FSI

  If you have FSI installed, you can select an FSI-related product from the master FSI products table.

• Installed

  You can select from a list of products that are installed at a specific site.

See Defining Products.

Allow Multiple Resolutions

Select if you want to allow an agent to select more than one solution to be marked as Successful.

Autoexecute Verity Search

Select if you want the Verity search to automatically execute when the Search page is accessed.

Canceled to Open Case Status

Select to allow agents to reopen cases that are in a canceled status.

Closed to Open Case Status

Select to allow agents to reopen cases that are closed.

Bill for Cases

Select if you are using the billing functionality for support cases. Select the Details link to enter price by currency and rate type information.

Note. This field appears only if you selected the Send Billing Transactions to Contracts and Calculate Price on Case check boxes on the Installation Options - Billing and Pricing Options page.

Security Matrix

This field controls who sees data in the Financial Account field on the FSI Case page. Use the Security Matrix setup page (select Set Up CRM, Security, Financial Services, Security Matrix) to establish a hierarchy (or matrix) of people who can access a specific financial account. When you select this check box, only those people in the matrix can see the account numbers in the account prompt.

If you do not select this check box, the agent cannot complete a transaction for the particular financial account or business contact for the customer. Also, the account owner cannot complete the transaction without the security matrix permission created for the financial account or business contact on the specified transaction.

On the Case page for PeopleSoft Support, the security matrix controls the display of financial accounts in the customer information section. If any consumer or contact that is used on the case has transactions permission, you can select or view the security matrix and their financial accounts.

You can control the Billing Account display using the FSI Options page (select Set Up CRM, Product Related, Financial Services, FSI Options). Using display templates, you can enable or disable the display of the Financial Account fields.

Note. Billing accounts and financial accounts are related to each other. If a billing account is associated with one or more financial accounts, the system displays the financial accounts associated with the billing account when you select it on the Case page.

See Understanding Financial Accounts.

Percent of SLA for Red (percent of service level agreement for red)

Enter a number to indicate the percentage of SLA (Service Level Agreement) restore time that needs to pass before the system turns the case to red. For example, enter 90 (enter a whole number, not a decimal amount) if you want a case to turn red when it has reached 90 percent of the SLA restore time. In addition, this calculation takes into account the time the case is on hold.

Percent of SLA for Yellow percent of Service Level Agreement for yellow)

Enter a number to indicate the percentage of SLA restore time that needs to pass before the system turns the case to yellow. The number you enter in this field must be lower than the red number or you will receive an error message. As such, a case should turn yellow before it turns red. These fields will accept numbers between 1 and 999. Do not enter decimal amounts.

Close with Business Project

Select to allow agents to close cases with business projects that are at the In Process status.

Close with Service Order

Select to allow agents to close cases that have an open service order.

Case ID Before Save

Select to generate a case ID when the agent first opens the case.

Change Adhoc Solution Status to "Submitted for Review"

Select to automatically update the status of an ad hoc solution to Submitted for Review when a solution resolves a case.

Solve Case from Outbound Notification

Select to allow cases of this business unit to be resolvable when outbound notifications are sent.

This option is selected by default. When selected, the Send and Solve toolbar button appears on the Outbound Notification page if the initiating transaction is case. You can click this button for the system to perform these tasks:

• Deliver the drafted notification to recipients.

• Solve the associated case by attaching a predefined canned solution (the specified email resolution solution ID) to the case and setting the case status to the resolved case status as specified on the Case Defaults page.

See Sending Manual Notifications From CRM Transactions.

Email Resolution Solution ID

Select to specify a solution that attaches to cases when users click the Send and Solve button on the Outbound Notification page. Solutions meeting these criteria are available for selection:

• Solutions are of type Canned Solution.

• Solutions are active.

• Solutions belong to the setID that is associated with the call center business unit.

When the system resolves a case from an outbound notification, it attaches a solution to the case with a solution status of Successful Resolution and then sets the status of the case to the predefined resolved case status. As a result, the system also increases the usage count of the canned solution by one as well.

Note. If you access the Outbound Notification page by clicking the Email button to email a solution and click the Send and Solve button, the selected solution is then used to attach to the related case as the successful resolution. The canned solution does not apply when a solution is already selected.

This option is selected automatically if the Solve Case from Outbound Notification option is selected. Make sure to specify an email resolution solution; otherwise, an error message appears if you click the Send and Solve button but no canned solution is available to attach and resolve the case. In this case, the system sends the notification but it does not resolve the case.

Enable Case Match

Select this to enable case matching for this Business Unit. Case matching enables you to instruct the system to find cases that are similar to the case you are presently viewing. This provides a quick way to check if the issue from the current case you are viewing has already been reported in or is related to another case.

Note. The rules for defining case matches are defined on the Match Detail page, and can be viewed using the Match Usage link on the Options page for Call Center Business Unit defaults.

Match Usage

Click this link to view the match usage criteria that have been defined for this business unit and associated SetID on the Match Detail page.

Reason Interested

Specify the reason to be associated with the entry for interested party on a case when the Add Interested Party action is taken from the 360-Degree View global cases node.

Assign Person

Select the option that you want the system to use to automatically assign self-service cases to individual agents.

See Person Assignment.

Assign Provider Group

Select the option that you want the system to use to automatically assign provider groups to new cases.

See Setting Up and Maintaining Provider Groups and Group Members.

Solution Newly Created Period

Specify how long (in days) the new icon should appear for solutions.

Allow Case to be Closed

Select to allow self-service application users to close cases.

Allow Case to be Reopened

Select to allow self-service application users to reopen cases that are closed.

Grace Period (Days)

Enter the number of days after a case has been closed during which self-service application users are permitted to reopen the case. This option is only allowed if you select the previous option—allowing a case to be reopened. If you allow cases to be reopened, the grace period will default to 7 days.

Template Family

Select the display template family that you want to use for this business unit. The system shows all the existing display template families that are defined in the system.

Call Center Component

Select the component that you want to associate with the display template family that is displayed in the previous field. The system displays the components that are defined for the selected display template family.

You can set up different defaults for different components on the same template, and you can set up different default values for different templates that use the same business unit. When you select a component, the system may display a different set of fields, as not all default fields apply to each call center component.

New Case Status

Select the status that you want the system to use when an agent opens a new case.

Note. Although most defaults are optional, the New Case Status default is required for the component that is used to report new self-service cases. Without a default value, the system cannot save the case. Also, because Case Status is a required field for a case, an agent reporting a case through a self-service application cannot set the case status.

Resolved Case Status

Select the value that you want the system to use when an agent identifies a successful solution and resolves the case.

Both agents and self-service application users can resolve cases. Agents resolve cases by setting a solution status to Successful Resolution.Self-service application users resolve cases by answering Yes when asked whether a particular solution resolved their problem. The default can be different for a self-service user than it is for an agent.

Reopened Case Status

If you selected the Allow Case to be Reopened check box on the Business Unit - Options page, select the status that you want the system to use when the self-service application user reopens a case. If you do not enter a status here, then, when an agent or self-service user reopens a case, the status will not change. The result could be cases closing without a successful resolution—a condition that the system does not normally allow.

Duplicate Case Status

If you relate one case to another, and the associated relationship type definition has the Set status of child case using duplicate case status from the Business Unit Defaults check box selected, then the child case status will be automatically set to the value specified in this field.

Note. If this field has no value, then the child case status will not be updated when it is related to another case, even if the associated relationship type definition has the Set status of child case using duplicate case status from the Business Unit Defaults option checked.

Case Type

Select the default case type for a new case.

Case Subtype

Select the default case subtype for a new case.

Case Priority

Select the default case priority for a new case.

Case Impact

Select the default case impact for a new case.

Urgency

Select the default case urgency for a new case.

Case Severity

Select the default case severity for a new case.

Source

Select the default source for the case. This field enables you to tell which cases were entered by way of self-service applications or by agents.

Source Web Service

Select the default source for a case that is created through a web service.

See Delivered Web Service and Service Operations.

Source ERMS

Select the default source for a case that is created through the PeopleSoft CRM ERMS system.

See Setting Up ERMS System.

Product Group

Select the default product group for a new case. When an agent or user selects a Product Group on a case, the system filters the values for the product and installed product to only display the products and installed products contained within the specified product group.

Category

Select the default case category for a new case.

Specialty Type

Select the default case specialty type for a new case.

Detail

Select the default case detail for a new case.

Assign to Provider Group

Select the provider group that you want the system to use when a user opens a case for the self-service business unit.

Note Type

Select the note type that you want the system to use when a user opens a case for the self-service business unit.

New Case Status

Select the case status that you want the system to use when a user opens a new case for the self-service business unit.

Resolved Case Status

Select the status that you want the system to use when a user identifies a successful solution a case for the self-service business unit.

Closed Case Status

Select the status that you want the system to use when a user closes a case for the self-service business unit.

Reopened Case Status

Select the status that you want the system to use when a user reopens a case for the self-service business unit. If you do not enter a status here, then the status will not change when the self-service user reopens a case. The result could be cases being closed without a successful resolution—a condition that the system does not normally allow.

Contact Me Provider Group

Select the provider group that you want the system to use when a user clicks the Contact Me button on a case for the self-service business unit.

Display Template

RDT_TMPL_PAGE

Set Up CRM, Common Definitions, Component Configuration, Display Templates, Display Template Details

Use this page as an entry point to control the appearance and behavior of the specified component.

Page

Click to access the Display Template - Page Definition page to configure the sections and fields of the selected page. The names of pages that are not enabled appear in plain text.

Add Mode Default

Select to show the corresponding page by default when you create a transaction for the component. Selecting this check box is optional and you can select only one page as the default. If you don't identify a default page, the system displays the page that is specified for the component in Application Designer.

If users access the component and they don't have permission to access the default page, the system displays the first page in the component that the user has permission to access.

Update Mode Default

Select to show the corresponding page by default when you open an existing transaction for the component. Selecting this check box is optional. You can select only one page as the default. The display logic that is used for the add mode applies to the update mode as well.

Licensed Product Code

Select the licensed product that this display template applies to.

Licensed Product Definition

Enter a description of the licensed product identified in the previous field.

360 Degree Version

Select the type of 360-Degree View that you want to use for this template. Options are Customer, Constituent, HRHD Worker, and Worker.

See Setting Up the 360-Degree View.

Application Set Extension

This option contains functions to handle additional business logic to be performed when the user clicks selected tabs, links, and other items on the page. Do not change this value unless you are familiar with this application class extension.

Search Definition Name

Select the Solution Advisor Search Definition Name that you want to use for this template.

See Defining Record-Based Search Index Templates.

BO Search Adapter Name (business object search adapter name)

Select the adapter to use for this template on this component. The adapter specifies the BO search definitions and quick create definitions that are enabled for a particular component or transaction. The adapter also defines the fields that appear in basic search mode, the search criteria to invoke for these fields, and the sub-pages of the component upon which these fields appear.

See Setting Up Business Object Search and Quick Create.

Email Template for Case Notes

Select the default correspondence template that you want to use to email case notes to customers or employees.

See Defining Settings for Template-Based Correspondence.

Email Template for Solutions

Select the default correspondence template that you want to use to email solutions to customers or employees.

See Defining Settings for Template-Based Correspondence.

Portal Name

Select the portal that you want the system to use for transferring information when you are using a content reference.

See Understanding Link Setup.

Portal Object Name

Select the content reference that you want the system to use for transfers.

See Understanding Link Setup.

Action Group ID

Select the action link group that you want the system to use for this template. This group is the superset of all action links that a user will be able to use for this template.

See Setting Up Links and Related Actions.

Task Template

Select the application usage to filter which task templates are available on the case for that display template.

Toolbar

Select which toolbar should appear on the case for that display template.

Manage Policies by Case Display Template Action

RC_RDT_PLCY_SRCH

Set Up CRM, Common Definitions, Component Configuration, Display Templates, Case Display Template Policies

View AAF policies that are using the Case Display Template action.