PeopleSoft Enterprise CRM Real-Time Advisor Preface

This preface discusses:

• PeopleSoft Enterprise Customer Relationship Management 9 (PeopleSoft Enterprise CRM 9) application fundamentals.

• PeopleSoft Enterprise CRM 9 automation and configuration tools.

• PeopleSoft Enterprise CRM 9 business object management.

• PeopleSoft Enterprise CRM 9 product and item management.

PeopleSoft Enterprise CRM 9 Application Fundamentals

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

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

• CRM Multi-Product Foundation.

  This part discusses the design and setup of the PeopleSoft Enterprise 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 Enterprise 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 tools that are available to manage product portfolios.

See Also

PeopleSoft Enterprise CRM 9 Application Fundamentals PeopleBook

PeopleSoft CRM Automation and Configuration Tools

The PeopleSoft Enterprise CRM 9 Automation and Configuration Tools PeopleBook discusses automation and configuration tools that are common to multiple CRM applications. This is an essential companion to your application PeopleBook.

The PeopleSoft Enterprise CRM 9 Automation and Configuration Tools PeopleBook contains these parts:

• Correspondence Management.

  This part discusses the setup and application of manual notifications, automatic notifications and manual correspondence requests among CRM objects.

• Automation Tools.

  This part discusses PeopleSoft CRM workflow, the Active Analytics Framework (AAF), and scripts.

• Configuration Tools.

  This part discusses configurable search pages, configurable toolbars, attributes, display templates and industry-specific field labels and field values.

• Knowledge Management.

  This part discusses the setup of Natural Language Processing (NLP) and Verity search.

• Business process management.

  This part provides information on the two different approaches to manage business processes in PeopleSoft CRM and discusses:

  • The setup of the BPEL infrastructure to initiate and manage BPEL process instances.

  • The setup of Business Process Monitor to view the status information of initiated BPEL process instances.

  • The setup of BPEL worklist integration to send CRM worklist entries (both notifications and action items) from BPEL processes.

  • The setup and execution of business projects.

See Also

PeopleSoft Enterprise CRM 9 Automation and Configuration Tools PeopleBook

PeopleSoft Enterprise CRM 9 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 Enterprise 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 CRM 9 Business Object Management PeopleBook

PeopleSoft Enterprise CRM 9 Product and Item Management

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

See Also

PeopleSoft Enterprise CRM 9 Product and Item Management PeopleBook

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