Defining Person Business Objects

This chapter provides an overview of persons and discusses how to:

Configure the Person component.
Define person information.
Define business contact information.
Define consumer information.
Define person of interest information.

Understanding Persons

This section discusses:

Sources of person information.
Persons.
Consumers and contacts.
Workers.
Persons of interest.

Sources of Person Information

A person in PeopleSoft CRM is created in two ways: either by data entry within a CRM component or by integration with a HRMS system. To avoid unnecessary data redundancy and to maintain data integrity, person data often originates in the HRMS system and is imported into CRM using enterprise integration points (EIPs) to automatically synchronize data updates between systems. These EIPs are available for person data: CUSTOMER_CONSUMER, CUSTOMER_CONTACT, and WORKER.

Persons

A person in CRM has one or more of these roles: contact, consumer, worker, or person of interest. Persons with these roles are represented as business objects of the Individual type. CRM stores these business objects in the Person table (RD_PERSON).

Common information is stored for the person and additional information is stored for each specific role that the person has. You can configure the role-specific pages that appear when you initially access the Person component. The contact role pages appear by default. You can add or edit information for other roles that apply to the same person by clicking the appropriate link on the Summary page of the Person component. For example, the Edit Worker Information link enables you to edit information that pertains to the person in the Worker role.

Common Person Information

This information is available for all person roles:

Name.

See Understanding Name and Address Information in CRM.
Contact information.

See Contact Information on CRM Components.
User-defined fields.

User-defined fields provide the flexibility for you to define and enter additional person information that is not provided when you receive the product.
Details information.

This information identifies details about a person, such as a driver's license number, preferred contact methods, and privacy flags.
User profiles.

User profiles include the person's user IDs, roles, and system permissions.

See Setting Up Security and User Preferences.
Contact Info.

See Maintaining Contact Information for Business Objects.
Notes.

See Working with Notes and Attachments.
More information.

See Working with Business Object Profiles.

Markets

Pages that contain information about a person's financial accounts and bill payees appear only for installations that have licensed PeopleSoft Enterprise CRM Bill Presentment and Account Management or PeopleSoft Enterprise CRM Banking Transactions. This visibility is controlled by the market that you specify on the User Preferences page.

See Defining Overall Preferences.

Attributes

You can configure the Person component to store installation-specific attributes. Because this is a configuration, attributes that you add are not supported by CRM. If you choose to configure additional attributes, you can make them visible on the Person component by using the Configure Person Component page.

See Configuring the Person Component.

PeopleSoft Enterprise Bill Presentment and Account Management Preface

PeopleSoft Enterprise Banking Transactions 9 Preface

Consumers and Contacts

Much of the information that appears in the Person component for consumers and contacts is similar. Both consumers and contacts perform the same activities: purchasing, leasing, or contracting for products or services. The difference is that consumers are customers and act on their own behalf, whereas contacts act on behalf of a customer or customer site.

In CRM, consumers are represented as person business objects with a business object type of Individual and a role type of Individual Consumer. Consumer records are maintained in the Person table. Because consumers participate in business transactions, a record for each consumer is also created in the Business Contact (BC) table, which enables you to define records for sold-to, bill-to, and ship-to information for the consumer.

Contacts are represented as business objects with a business object type of Individual and a role type of Contact. When a person is added to the system as a contact, a record for the person is inserted in the Person table. When the person is associated with a company, consumer, or site, a record is inserted in the Business Object Relationship (BO_REL) table to capture the relationship between the person and the company, consumer, or site. In addition to maintaining contact information for the Contact role, you can also maintain a separate set of contact information for a particular relationship for a contact (such as postal and email addresses and telephone and pager numbers) for each company, consumer, and site relationship. This information is used to contact the person when you are performing the contact role for a specific customer or site.

Contact and Consumer Information

This information is available for both consumers and contacts:

National ID.

See Defining National ID Types.
Credit cards.
Tasks.

See Working with Tasks.
Call reports.

See Working with Call Reports.
Relationships.

See Working with the Relationship Viewer.

Consumer-Specific Information

This information is available for consumers only:

Purchasing options.

See Defining Purchasing Options for Companies, Consumers, and Sites.
Status and currency data.

See Customers and Business Contacts.
Tax exempt certificates.
Account team and plans.

See Managing Accounts.
Contacts.

You can associate contacts with a consumer. When you associate a contact with a consumer or one of the consumer's sites, a record is created in the Business Object Relationship table to capture the contact relationship between the contact and the consumer.
Sites.

Sites are the geographic locations where services are performed or products are sent. Site records are maintained in the Site (RD_SITE) table. When you associate a site with a consumer, a record is inserted in the Business Object Relationship table to capture the relationship between the site and the consumer.
Employment history and verification.

Contact-Specific Information

The Customers page is available only for persons with the contact role only.

Workers

A worker is any person who performs work for your organization, including employees and contractors. Worker information is used by the Support, HelpDesk, and Field Service applications and includes job detail and information that is used to manage worker assignment on service orders.

See Also

Defining Workers

PeopleSoft Enterprise CRM Call Center Applications Preface

Persons of Interest

A person of interest (POI) does not fit into either the contact, consumer, or worker categories, but is someone for whom your organization needs to maintain data. For example, you might consider pension payees, board members, or external students as POIs. The only required information for a POI is name, contact information, and POI type. Optionally, you can create a user profile for POIs.

POIs might also have job information if they originate in PeopleSoft HRMS. If the POI is created by integration with HRMS and does contain a job record, this data is stored in CRM and the user can view but not modify it. If a POI is created online in CRM, a job record cannot be created. Job information is not used for processing transactions within CRM, but, if available, it appears on the 360 Degree View pages.

Only basic person pages and not contact- or consumer-specific pages are available for a POI.

Configuring the Person Component

This section discusses how to

Select the Person default role.
Define POI types.

To define a person of interest type, use the Person of Interest Type (POI_TYPE_TBL) component.

Pages Used to Configure the Person Component

Page Name	Object Name	Navigation	Usage
Configure Person Component	RD_PERSON_CONFIG	Set Up CRM, Common Definitions, Customer, Configure Person Component	Select the default role and the pages that appear in the Person component when a user adds a person or views a person.
Person of Interest Type	POI_TYPE_TBL	Set Up CRM, Common Definitions, Customer, Person of Interest Type, Person of Interest Type	Define the valid POI types.

Selecting the Person Default Role

Access the Configure Person Component page.

Default Actions

Select the role that is added when a user selects Add Person from the menu and the role that appears when a user selects an existing person.

Configuration and Visibility

Business to Business, Business to Customer, and Mixed	Select an option to indicate whether the CRM installation supports business-to-business, business-to-consumer, or both. The option that you select determines the default page object settings.
Visible	Select Yes to have the selected page or link appear on the Person pages that appear to the user.

Defining POI Types

Access the Person of Interest Type page.

Job Record Required

Select if job data is required when POI records of this type are brought into CRM by integration with another system. For records that originate in the CRM system, the system clears this check box.

Source Indicator

Select the source of POIs of this type. Value are: CRM,, External, HRMS, and SCM..

Modify System Data

Click to modify the POI definition. The button label then changes to Stamp System Data. Click Stamp System Data to record changes and flag the definition as changed.

Defining Person Information

To define person information, use the Person (RD_PERSON) component.

This section discusses how to:

View and update primary person information.
View and update person details.
Maintain user information.
Maintain sales team tasks for a person.
Access call reports for a person.
Access notes and attachments for a person.
Access billing accounts.
Maintain contact information for a person.
View and update person relationships.
View and update person profile information.

Note. The search page that is used to access person records has two versions, depending on whether the user can view secured worker data. This setting is controlled by permission lists.

Pages Used to Define Person Information

Page Name	Object Name	Navigation	Usage
Person Search	RD_PRSN_SRCH	Customers CRM, Search Person	Search for an existing person. This search page appears only for users who can view a worker's secured information.
Person Search	RD_PRSN_SRCH_SEC	Customers CRM, Search Person	Search for an existing person. This search page appears only for users who cannot view a worker's secured information.
Person (<Role>) - Person: Primary	RD_PRSN_PRIMARY	Select an existing person on the Person Search page. Click the Primary link. Customers CRM, Add Person Click the Primary link.	View and update primary (most important and frequently accessed) person information and select the person role to access. As delivered, the Business Contact role appears by default.
Person (<Role>) - Edit Labels for User Defined Fields	RD_PRSN_UDF_L_EDIT	Click the Edit User Defined Field Labels link on the Person - Primary page.	Modify the system-defined labels that appear for user-defined fields.
Person (<Role>) - Person: Details	RD_PRSN_DETAILS	Click the Details link on the Person page.	View and update person details.
Person (<Role>) - Credit Cards	PD_PERSON_CC	Click the Credit Card link on the Person page.	Maintain the customer or contact credit card information.
Person (<Role>) - Person: User Profiles	RD_PERSON_USER	Click the User Profiles link on the Person page.	Maintain user information for a person who is permitted to access the online system.
Person (<Role>) - Tasks	RD_TASK_LIST	Select the Tasks tab on any page in the Person component.	Maintain sales team tasks for contacting a consumer or contact.
Person (<Role>) - Call Reports	RD_PRSN_CALL_RPTS	Select the Call Reports tab on any page in the Person component.	Access call reports for a person.
Person (<Role>) - Call Reports	RD_PRSN_CALL_RPTS	Select the Call Reports tab on any page in the Person component.	Access call reports for a person.
Person (<Role>) - Billing Accounts	RBT_ACCOUNT_PG	Select the Billing Accounts tab on any page in the Person component.	Access a person's billing account.
Person (<Role>) - Contact Info	RD_PRSN_ADDR_BOOKS	Select the Contact Info tab on any page in the Person component.	Maintain contact information for a person.
Person (<Role>) - Relationships	RD_PERSON_REL	Select the Relationships tab on any page in the Person component.	View and update the person's relationships with other business objects.
Person (<Role>) - More Info (person - more information)	RD_PROFILE	Select the More Info tab on any page in the Person component.	View and update a person's marketing profile data.

Viewing and Updating Primary Person Information

Access the Person (<Role>) - Person: Primary page.

Note. The Person component is used to enter and maintain persons with the Business Contact, Consumer, or Person of Interest roles. The specific role with which you are working is noted with the (<Role>) label in the page title; for example, Person (Business Contact).

When you first access this page in add mode, the page is titled Person (Business Contact). When you access information for an existing person who either has the Contact role only or both the Contact and Consumer roles, the page is titled Person (Business Contact). The page is titled Person (Consumer) if you are viewing information for a person who has only the Consumer role.

You can configure which role appears by default when you add a person or search for a person who has both the Contact and Consumer roles.

See Configuring the Person Component.

The links at the bottom of the page enable you to view information for another person role. Different links appear depending on which role is currently shown. For example, when the Consumer pages appear, the link is Add Contact Information or Edit Contact Information. The links show the wordsAdd or Edit depending on whether the role information already exists for the person.

Add Consumer Information and Edit Consumer Information	Click to add the Consumer role to the person or, if the Consumer role already exists for the person, to edit consumer information. The common information appears, but consumer-specific pages appear instead of contact-specific pages. Note. This link appears if the Contact pages for a person currently appear.
Add Contact Information and Edit Contact Information	Click to add the Contact role to the person or, if the Contact role already exists for the person, to edit contact information. Note. This link appears only if the Consumer pages for a person currently appear.
Add Worker Information and Edit Worker Information	Click to add or edit worker information for the person. The common information appears, but worker-specific pages appear instead of contact-specific pages. Note. The Worker component is the primary place where worker information is viewed and updated. See Defining Workers.
Add Person of Interest Information and Edit Person of Interest Information	Click to add or edit person of interest information for the person.

Person Information

Enter basic name information. The name information appears differently depending on the country that is specified for the user. For example, in Japan, the last name appears in order before the first name.

See Updating Name Information, Defining Overall Preferences.

For double-byte operating systems, you can enter the name and address information in alternate character format.

See Implementing Alternate Character.

Contact Info Entries

Enter address, phone, and email information. Two Contact Info Entries regions appear on this page: one for home information and one for business information.

See Maintaining Contact Information for Business Objects.

Alternate Character

For double-byte operating systems, you can enter the name and address information in alternate character format.

See Implementing Alternate Character.

User-Defined Fields

You can define up to 10 fields in which to enter and store information that is useful to you. This information is stored on a separate table in the database and is available for users that you create.

Edit User Defined Field Labels

Click to enter labels for user-defined fields. For example, you might change the label Field 1 to Name of Pet.

Viewing and Updating Person Details

Access the Person (<Role>) - Person: Details page.

The example that is shown is for the Business Contact role. If you are viewing information for a person with the Consumer role, the Purchasing Options and Status and Currency Data page regions appear.

Profile Information

Privacy

Select an option to indicate restrictions on ways of contacting the person.

Purchasing Options

This page region appears only for a person with the Consumer role.

Status and Currency Data

This page region appears only for a person with a contact role in the financial market.

See Setting Up Currencies.

Maintaining User Information

Access the Person (<Role>) - User Profiles: User Summary page.

In the User Summary region, the user IDs that are already associated with the person appear. If no users are associated, then no user information appears.

User ID	Click a user ID to access the detailed user profile information.
Add New User	Click to add a new user. When you click this button, more fields appear on the page for you to enter information about the user.

User Information Detail

Access the Person (<Role>) - Person: User Profiles: User Information Detail page.

User Information Detail

Enter user ID, password, and permission list information for the user.

Contact Roles

You can grant security roles to the person who is associated with the user ID. The Role Name field lists only roles that you have permission to grant based on your user ID.

Maintaining Sales Team Tasks for a Person

Access the Person (<Role>) - Tasks page.

See Working with Tasks.

Accessing Call Reports for a Person

Access the Person (<Role>) - Call Reports page.

See Working with Call Reports.

Accessing Notes and Attachments for a Person

Access the Person (<Role>) - Notes page.

See Working with Notes and Attachments.

Accessing Billing Accounts

Access the Accounts page.

Maintaining Contact Information for a Person

Access the Person (<Role>) - Contact Info page.

See Maintaining Contact Information for Business Objects.

Viewing and Updating Person Relationships

Access the Person (<Role>) - Relationships page.

See Working with Notes and Attachments.

Viewing and Updating Person Profile Information

Access the Person (<Role>) - More Info (more information) page.

See Working with Business Object Profiles.

Defining Information for Business Contacts

This section lists the pages that are used to define information for business contacts.

Pages Used to Define Information for Business Contacts

Page Name	Object Name	Navigation	Usage
Person (Business Contact) - Customers	RD_PERSON_COMP	Select the Customers tab on any page in the Person (Business Contact) component.	Maintain the customers that are associated with a business contact.
Person (Business Contact) - Add Customer / Site / Purchasing Options	RD_PERSON_ADD_COMP	Click the Add Customer button on the Person (Business Contact) - Customers page.	Add customers for a contact.
Search For Customer	RBQ_BOSRCH	Click the Search icon on the Person (Business Contact) - Add Customer / Site / Purchasing Options page.	Search for a customer to add for the contact.

Defining Consumer Information

This section discusses how to:

Maintain tax exempt information for a consumer.
Maintain purchasing options for a person.
Define account teams.
Define account plans.
Maintain consumer contact information.

Pages Used to Define Consumer Information

Page Name	Object Name	Navigation	Usage
Person (Consumer) - Person: Purchasing	RD_CONSUMER_BC_OPT	Add Person Click the Purchasing link. Select an existing person on the Person Search page. If the Purchasing link does not appear, click the Add Consumer Information link or Edit Consumer Information link, whichever appears. Click the Purchasing link.	Maintain purchasing options for a person.
Person (Consumer) - Person: Employments	RD_PERSON_EMPLOY	Click the Employments link on the Person page for a person with the Consumer role.	Add a person's employment history.
Person (Consumer) - Person: Tax Exempt Certificate	RD_TAX_EXEMPT_CONS	Click the Tax Exempt Certificate link on the Person page for a person with the Consumer role.	Maintain a person's tax exemption information.
Person (Consumer) - Account Team	RD_ACCOUNT_TEAM	Select the Account Team tab on any page in the Person component for a person with the Consumer role.	Define the account team that is assigned to the consumer.
Person (Consumer) - Plan	RD_ACCOUNT_PLAN	Select the Plan tab on any page in the Person component for a person with the Consumer role.	Define the account plan for the consumer.
Person (Consumer) - Contact Info: Contacts	RD_CONSUMER_REP	Customers CRM, Search Person, Person (Individual Consumer), Contact Info Click the Contacts link.	Maintain the list of contacts for a consumer.
Create Contact of <consumer>	RBQ_QCREATE	Click the Add Contact button on the Contacts page for a consumer.	Add a contact to a consumer.
Modify <contact>	RBQ_QCREATE	Click the Edit button for any listed contact of a consumer.	Maintain information for an existing company contact, including purchasing options and contact information.
Person (Consumer) - Sites	RD_CONSUMER_SITE_2	Click the Sites link on the Contact Info page for a person who is a consumer.	Maintain the list of sites for a consumer.
Create Site of <consumer>	RBQ_QCREATE	Click the Add Site button on the Sites page for a consumer.	Add a site to a consumer.
Modify <site>	RBQ_QCREATE	Click the Edit button for any listed site of a consumer.	Maintain information for an existing company site.

Maintaining Tax Exempt Information for a Consumer

Access the Person (Consumer) - Person: Tax Exempt Certificate page.

See Defining Company Business Objects.

Maintaining Purchasing Options for a Consumer

Access the Person (Consumer) - Person: Purchasing page.

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

Defining Account Teams

Access the Person (Consumer) - Account Team page.

You can add team members to the account team individually or automatically by using sales territory trees and assignment groups.

See Assigning Team to an Account.

Defining Account Plans

Access the Person (Consumer) - Plan page.

This page lists the account plans that are defined for the consumer. You can click a listed plan to drill down to its detail.

See Creating Account Plans.

Maintaining Consumer Contact Information

Access the Person (Consumer) - Contact Info page.

The Contact Info page enables you to maintain addresses, contacts, and sites for the consumer.

See Defining Customer Contacts, Defining Customer Sites.

Defining Person of Interest Information

To define POI information, use the Person (RD_PERSON) component. The information that you can enter for persons of interest is basic person data, as described previously in this chapter. If the POI originated in a HRMS system, the person might have job records associated with them.

Job Record Required	Select if job data is required when POI records of this type are brought into CRM by integration with another system. For records that originate in the CRM system, the system clears this check box.
Source Indicator	Select the source of POIs of this type. Value are: CRM,, External, HRMS, and SCM..
Modify System Data	Click to modify the POI definition. The button label then changes to Stamp System Data. Click Stamp System Data to record changes and flag the definition as changed.