PeopleSoft CRM Automation and Configuration Tools Preface

This preface discusses:

• PeopleSoft Enterprise CRM application fundamentals.

• PeopleSoft Enterprise CRM business object management.

• PeopleSoft Enterprise CRM services foundation.

• PeopleSoft Enterprise CRM product and item management.

• PeopleTools PeopleBooks

Note. All information found in this PeopleBook is applicable to PeopleSoft CRM for High Technology.

PeopleSoft Enterprise CRM Application Fundamentals

The PeopleSoft Enterprise CRM 9 Application Fundamentals PeopleBook contains essential information describing the setup and design of the PeopleSoft CRM system. This book contains important topics that apply to many or all PeopleSoft applications across the PeopleSoft CRM product line.

The PeopleSoft Enterprise CRM 9 Application Fundamentals PeopleBook contains these parts:

• CRM Multi-Product Foundation.

  This part discusses the design and setup of the PeopleSoft CRM system, including security considerations.

• Workforce Management.

  This part discusses how to administer workers who perform tasks such as support or field service in PeopleSoft CRM. It includes information on competency management and assigning workers to tasks.

• Interactions and 360-Degree Views.

  This part discusses how to manage interactions and set up and use the 360-degree view, a powerful tool that enables users to view and work with any transaction or interaction that is associated with a customer or worker.

• Self-Service for Customers.

  This part discusses how to set up, administer, and use self-service applications for customers and workers.

• Relationship Management.

  This part discusses how system users manage their contacts and tasks.

• Entitlement Management.

  This part discusses setting up agreements and warranties.

• SmartViews.

  This part discusses how to set up and use SmartViews to manage key customer segments and accounts in a central environment.

See Also

PeopleSoft Enterprise Customer Relationship Management Application Fundamentals Preface

PeopleSoft Enterprise CRM Business Object Management

The PeopleSoft Enterprise CRM 9 Business Object Management PeopleBook discusses how to create and manage customer and worker business objects in PeopleSoft CRM.

The PeopleSoft Enterprise CRM 9 Business Object Management PeopleBook has these parts:

• Business Object Management Basics.

  This part provides an overview of the business object relationship model and discusses setting up role types, relationship types, and control values.

• Data Management for Organization Business Objects.

  This part discusses how to set up and manage companies, sites, and partner companies.

• Data management for Individual Business Objects.

  This part discusses how to set up and manage persons, including contacts and consumers, and workers.

• Business Object Management.

  This part discusses how to define and use business object searches, quick create, and the customer identification framework to manage business objects.

• Customer and Worker Data Integrations.

  This part discusses how to integrate customer and worker data with other systems.

See Also

PeopleSoft Enterprise Customer Relationship Management Business Object Management Preface

PeopleSoft Enterprise CRM Services Foundation

The PeopleSoft Enterprise CRM 9 Services Foundation PeopleBook discusses configuration options that are common to Oracle's PeopleSoft Enterprise FieldService and the PeopleSoft Enterprise call center applications (PeopleSoft Enterprise Support, HelpDesk, and HelpDesk for Human Resources).

There are three parts to the PeopleSoft Enterprise CRM 9 Services Foundation PeopleBook:

• Entitlement management.

  This part discusses how solution management enables users to establish a set of predefined solutions that call center agents and field service technicians use to resolve customer problems.

• Transaction Billing Processor Integration.

  This part discusses how PeopleSoft Transaction Billing Processor enables PeopleSoft Enterprise FieldService, PeopleSoft Enterprise Support, and PeopleSoft Enterprise Order Capture to integrate with PeopleSoft Billing and PeopleSoft General Ledger through the use of the PeopleSoft Contracts architecture. Also covered is how this integration enables PeopleSoft Enterprise CRM users to bill and book revenue for recurring, one-time, and on demand service.

• Environmental Systems.

  This part covers the Research Institute (ESRI) integration. The integration with ESRI, a mapping software, enables users to view the location of reported cases and the location of field service activities through the Map Dashboard.

See Also

Oracle's PeopleSoft CRM Services Foundation Preface

PeopleSoft Enterprise CRM Product and Item Management

The PeopleSoft Enterprise CRM 9 Product and Item Management PeopleBook discusses how to set up products in PeopleSoft CRM, including installed products, product packages, and products that are service offerings such as service agreements and warranties.

See Also

PeopleSoft Enterprise CRM Product and Item Management Preface

PeopleTools PeopleBooks

Cross-references to PeopleTools documentation refer to the PeopleTools 8.48 PeopleBooks.

About These PeopleBooks

A companion PeopleBook called About These PeopleBooks contains general information, including:

• Related documentation, common page elements, and typographical conventions for PeopleBooks.

• Information about using PeopleBooks and managing the PeopleBooks Library.

• Information on the International Organization for Standardization (ISO) country and currency codes used within PeopleBooks.

• A glossary of useful PeopleSoft terms that are used in PeopleBooks.

See Also

About These PeopleBooks Preface

Using PeopleBooks

Managing the PeopleSoft Online Library and PeopleBooks

ISO Country and Currency Codes

Glossary of PeopleSoft Enterprise Terms