Setting Up Call Center Prompt Tables

This chapter provides an overview of the call center prompt tables, lists common elements, and discusses how to:

Set up basic prompt tables for cases.
Set up problem codes for PeopleSoft Support material returns.
Set up reason codes.
Set up case relationship types and labels.

Note. Call Center prompt tables refer to a group of relatively simple setup tables that hold the values for various drop-down list box fields in the Case component.

See Also

Understanding Link Setup

Understanding Call Center Prompt Tables

This section discusses:

Call center prompt tables.
Delivered values in call center prompt tables.

Call Center Prompt Tables

This section explains the different types of prompt tables that you must set up for all core call center application prompt tables.

Prompt Tables for All Cases

To get your PeopleSoft CRM call center application up and running, define values for these fields:

Case Status (required)
Case Type
Impact
Priority
Severity
Source
Category, Specialty Type, and Details
Quick Code
Problem Type

Each code is associated with values for at least three and up to seven case fields. Values referenced by a currently active quick code cannot be deleted. When an agent enters a quick code on the Case page, the system automatically enters all of the related data. It does not save the quick code to the case.

Problem types are defined by the product for which a case is being created. Use problem types to associate products with the competencies that one needs to resolve a problem. Because Problem Type is a child of Product, the Problem Type field on the Case page derives its values from Product. The Product must be set up before Problem Type. Competencies for Problem Type are not restricted, however.

See Setting Up Products.

Problem Codes for PeopleSoft Support Material Returns

This topic is specific to PeopleSoft Support.

Problem codes identify why a customer is returning stock on return material authorizations (RMAs) created in PeopleSoft Support. If your PeopleSoft Support system is integrated with PeopleSoft Inventory, the problem codes that you select on RMAs must match reason codes defined in PeopleSoft Inventory. In addition, the matching reason codes in PeopleSoft Inventory must be defined with a reason type of Return Material Authorization. When the RMA is staged in PeopleSoft Inventory, the problem code is used as the reason code. If the reason code on the RMA form does not exist in PeopleSoft Inventory, the system logs an error when the RMA EIP (return material authorization enterprise integration point) application message is processed.

See Setting Up Problem Codes for Material Returns.

Reason Codes

Enter reason codes to define reasons for various actions. Three different reason types are associated with a reason code:

Reasons why a person has been associated with a case as an interested party.
Reasons why a self-service user is closing a case.
Reasons why a self-service user is reopening a case.

See Setting Up Reason Codes.

Case Relationship Types

Cases can be related to each other for many reasons. Here are some examples:

A global case affects many people, but one resolution solves the problem for everybody.

Suppose that your website is down because of a problem with the web server. Many people are reporting the same problem. You only need to fix the problem once to resolve everyone's problem. Create a global case for the problematic web server and child cases (sometimes called tickets) where each person is reporting the problem. Maintain a parent-child relationship between the global case and all of the tickets. Based on this relationship, you can close all of the child tickets once the global case is closed.

See Setting Up Case Relationship Types and Labels.
A common case affects many people, but each affected person requires a separate resolution.

Suppose that a software bug is causing problems. Again, many people are reporting the problem, but this time each individual must apply a software patch. Create a common case to track the problem and create child cases for each individual reporting the problem. Based on this relationship, you can track the effect of the problem across your organization. This common-case parent-child relationship differs from the web server global case because you do not want to close the child cases when the common case is closed.
A similar case helps an agent to resolve another case.

Suppose that two people have reported problems with their desktop computers. The problems sound similar, and each assigned agent wants to monitor activity on the other case. Similar cases are functionally related, but they do not have a hierarchical relationship.

Other kinds of cases include cause-and-effect and case relationships that can occur in your business operating environment.

Establish valid case relationship types on the Case Relationship Type page. Each relationship is marked as hierarchical or equivalent (non-hierarchical). Each case in a relationship has a relationship label. If the relationship is hierarchical, separate labels exist for the parent case and the child case. If the relationship is equivalent, only one valid label exists.

If the case is not a hierarchical relationship, the Relationship field controls how the relationship is described on the Related Cases page. If you look at either one of the related cases, the Relationship field displays the equivalent label.

See Also

Managing Cases

Processing Cases

Managing Material Returns

Using Change Management

Working with Self-Service Application Transactions

Integrating with PeopleSoft Applications

PeopleSoft Enterprise Application Fundamentals PeopleBook (Financials)

Delivered Values in Call Center Prompt Tables

This section discusses delivered relationship types. All of these values are associated with the SHARE setID.

These values are used in Active Analytics Framework (AAF) policies. For example, the PeopleSoft system delivers AAF policies to cascade case statuses and to send notifications to owners of related cases when a case status changes. If you use the delivered policies, you must use the delivered values or change the event processing rules to reference new values.

Relationship Types

This table lists the delivered relationship types:

Type	Hierarchical	Short Name	Labels
COMMO	Yes	Common	Parent, Child
EQUAL	No	Equivalent	(none)
GLOBE	Yes	Global	Parent, Child

See Also

Understanding AAF

Common Elements Used in this Chapter

SetID	Except for quick codes, which are associated with business units, all of the prompt tables described in this chapter are associated with setIDs. This association enables you to set up different sets of values for different call center business units. If you're setting up one set of values for all of your call centers, use the same setID for all of the values. If you're setting up different sets of values for different call centers, enter the appropriate setID for each value.
Self-Service	Select this check box to inform the system as to which values or fields self-service application users can select when creating new cases. Select this check box to allow self-service application users to select priorities of Low and Standard, but not High. This check box does not affect the self-service application users' ability to see the value when viewing an existing case; it only affects their ability to select the value when creating a new case. This check box is relevant only for fields that self-service application users can edit.
Short Name	Enter a short name that describes the value to users of the Case page. Note. Although you can enter up to 20 characters, names longer than 15 characters might be truncated in the drop-down list boxes on the Case page.
Self-Service Description	Enter a description regardless of whether the Self-Service check box is selected. This entry describes the value to self-service application users. Even if users cannot select a value (the behavior controlled by the check box), they still may be able to view it. If you don't enter a description, the system copies the short description to this field when you save the page. If the value appears on any of the self-service pages, the self-service description appears instead of the regular short description.
Long Description	Enter a long name, up to 50 characters, that describes the value.
Effective Date	Enter the effective date of the value. Most prompt table values are not effective-dated; only quick codes and reason codes have effective dates.
Status	Select a status to determine whether an effective-dated item (a quick code or a reason code) is active or inactive as of the associated effective date.

Setting Up Basic Prompt Tables for Cases

To set up basic prompt tables for cases, use the Quick Code (RC_QUICK_CODE), Source (RC_SOURCE), Severity (RC_SEVERITY), Priority (RC_PRIORITY), Case Type (RC_CASE_TYPE), Case Status (RC_STATUS), Category/Type/Detail (RC_CA_TY_DE), and Impact (RC_IMPACT) components.

This section lists prerequisites and discusses how to:

Set up case statuses.
Set up case types.
Set up case priorities.
Set up case severity values.
Set up impact values.
Set up case sources.
Set up problem types.
Set up case categories.
Set up case speciality types and details within each category.
Set up quick codes.

Prerequisites

Before you set up the prompt tables for your call center application, consider the following:

Before you set up quick codes, set up all of the values to be referenced by the quick code.

Quick codes must reference a category, a specialty type, and a detail. Quick codes can optionally reference a case priority, a solution, a provider group, and an agent.
You must set up your products before you can set up problem types.
If you want to use competencies in case assignment, establish competencies before you set up the Category, Type, Detail, and Problem Types pages.

See Also

Managing Solutions

Defining Workers

Setting Up and Maintaining Provider Groups and Group Members

Setting Up Competency Information in PeopleSoft CRM

Pages Used to Set Up Prompt Tables for All Cases

Page Name	Object Name	Navigation	Usage
Case Status	RC_STATUS	Set Up CRM, Product Related, Call Center, Case Status, Case Status	Set up case status values.
Case Type	RC_CASETYPE	Set Up CRM, Product Related, Call Center, Case Type, Case Type	Set up case type values.
Priority	RC_PRIORITY	Set Up CRM, Product Related, Call Center, Priority, Priority	Set up case priority values.
Severity	RC_SEVERITY	Set Up CRM, Product Related, Call Center, Severity, Severity	Set up case severity values.
Impact	RC_IMPACT	Set Up CRM, Product Related, Call Center, Impact, Impact	Set up impact values.
Source	RC_SOURCE	Set Up CRM, Product Related, Call Center, Source, Source	Set up valid methods people can use to report cases. You can track cases that are created through self-service or cases that are initially created by your computer and telephony integration system.
Problem Type	RC_PROBTYPE	Set Up CRM, Product Related, Call Center, Problem Type, Problem Type	Set up problem types. Associate problem types to products and the competencies that one would need to resolve the particular problem.
Category	RC_CATEGORY	Set Up CRM, Product Related, Call Center, Category/Type/Detail, Category	Set up case category values.
Specialty Type and Detail	RC_CA_TY_DE_PNL	Set Up CRM, Product Related, Call Center, Category/Type/Detail, Type and Detail.	Set up case specialty types and details within each category.
Impact	RC_IMPACT	Set Up CRM, Product Related, Call Center, Impact, Impact	Set up case impact values.
Quick Code	RC_QUICK_CODE	Set Up CRM, Product Related, Call Center, Quick Code, Quick Code	Set up quick code shortcuts that an agent can use to enter data automatically into various fields on the Case page.

Setting Up Case Statuses

Access the Case Status page.

Category

Select a case status value. This value drives many of your call center metrics. Because the actual values vary by implementation, certain hard-coded status processing is based on the category field rather than the actual case status. All statuses fall into one of these categories:

Open: Case needs to be resolved.

Closed: Case is resolved and no further work is necessary.

Canceled: Case is not resolved, but there is no longer any need to resolve the case.

On-Hold: Case is on-hold, and the case needs to be resolved.

Billable

Select if you bill for support and integrate your CRM data with a PeopleSoft or third-party billing system.

Case Closure

Transaction Billing Processor Integration

Setting Up Case Types

Access the Case Type page.

Enter descriptions for the Case Type, Self-Service Description, Long Description, and Short Name fields. Select the Self-Service check box if the case type will be used in the self-service application.

VAT Defaults	Click this link to access the VAT Defaults Setup page. This is a common page that is used to set up value-added tax (VAT) defaults for all PeopleSoft applications that process VAT transactions. Use this page to define VAT defaults for service groups according to VAT registration country and state. The system displays VAT defaults and Service VAT Treatment defaults only when the integration to PeopleSoft Transaction Billing Processor is installed.
Service VAT Treatment Defaults	Click this link to access the Service VAT Treatment Drivers Setup page. This common page is used to set up VAT services treatment for all PeopleSoft applications that process VAT transactions. If you are required to implement special handling for services, you can specify VAT service treatment defaults for service groups on this page for a supplier's (seller's) location country and state.
Case Subtypes	Use the fields in this section to enter descriptions of the case type that you want to associate with the case type that is described in the Case Type field.

See Also

PeopleSoft Enterprise Global Options and Reports 8.9 PeopleBook, “Working with Value Added Taxes (VAT)”

Setting Up Case Priorities

Access the Priority page.

Category

Select the category that you want the system to associate with the entry in the Priority field. All priority values are associated with a priority category. Values include High, Medium, and Low. The association between a priority and a priority category enables the display of the High Priority Problem Reports chart to help identify high-priority cases.

Self-Service Description

Enter the descriptions of the priorities as you want them to appear on the self-service page of your call center application.

Setting Up Case Severity Values

Access the Severity page.

Select the Self-Service check box if you want the value for the severity to appear on the self-service page of your call center application. Use the Self-Service Description field to enter a description of the severity that self-service users will understand.

Setting Up Impact Values

Access the Impact page.

To enter a new impact, click the Add a new row button. Enter a code to represent the effect in the Impact field. Then enter descriptions of the effect in the Short Name, Self-Service Description, and Long Description fields.

Setting Up Case Sources

Access the Source page.

Enter descriptions for the various sources that you use to collect information for your call center applications.

Setting Up Problem Types

Access the Problem Type page.

Problem Type

Problem Type

Enter an abbreviation to represent the problem type. Abbreviations can be no longer than five characters.

Problem Type Competency Information

Description	Select the competency needed to resolve the problem.
Minimum Level	Select the minimum skill level that a person would need to resolve the problem for the selected competency.
Weight	Select the level of importance that you want to assign to the competency. The system uses this weighting factor during the assignment process to locate the best person available to resolve the problem.

Setting Up Case Categories

Access the Category page.

Category Competency Information

Description	Select the competency needed to resolve problems for the displayed category.
Minimum Level	Select the minimum skill level that a person would need to resolve the problem for the selected competency.
Weight	Select the level of importance that you want to assign to the competency. The system uses this weighting factor during the assignment process to locate the best person available to resolve the problem.

Setting Up Case Specialty Types and Details Within Each Category

Access the Type and Detail page.

Types

Types	This section displays the specialty types that already exist for the specified category. The specialty type that is not a link is the one that currently appears in the main area of the page. To view or modify a different specialty type, click the corresponding link.
Create a New Type	Click to create a new specialty type.

Type Competency Information

Description	Select the competency needed to resolve problems for the type of problem that appears.
Minimum Level	Select the minimum skill level that a person would need to resolve the problem for the selected competency.
Weight	Select the level of importance that you want to assign to the competency. The system uses this weighting factor during the assignment process to locate the best person available to resolve the problem.

Detail Competency Information

Create a New Detail

Click to create a new detail. The system displays a set of blank fields in the Details group box, so you can enter new information.

Setting Up Quick Codes

Access the Quick Code page.

Note. You can use quick code to have the system suggest an action and to populate other fields on the Case page.

Quick Code

This page displays a unique code that agents can use to populate multiple fields on the Case page automatically.

Business Unit

Displays the business unit of the call center that uses this quick code.

Quick Code Description

Description

Enter a short text description of the code. This description can be no longer than 20 characters.

Overwrite

Select the Overwrite check box if you want the system to overwrite the value for the same field on Case page when an agent selects the quick code for a case.

This table illustrates the use of the Overwrite check box using the Case Status field:

Value on Case Page	Quick Code Value	Overwrite Check Box	After Quick Code is Selected	Explanation
Blank	Open - Engineering	Selected	Open - Engineering	Quick code overwrites blank field.
Blank	Open - Engineering	Cleared	Open - Engineering	Quick code overwrites blank field even though Overwrite check box has not been selected.
Open - New	Open - Engineering	Selected	Open - Engineering	Quick code overwrites existing value in field as Overwrite check box is selected.
Open - New	Open - Engineering	Cleared	Open - New	Quick code does not overwrite existing value in field as Overwrite check box has not been selected.
Open - New	Blank	Selected	Blank	Quick code uses blank field values to overwrite existing value in field as Overwrite check box is selected.
Open - New	Blank	Cleared	Open - New	Quick code does not overwrite existing value in field as Overwrite check box has not been selected.

The Suggested Action fields have only one Overwrite check box for the three fields. Also, you cannot use the Overwrite check box for the Notes and Interested Parties grids.

Problem Information

When an agent enters a quick code, the system assigns the information in these fields to a case.

Problem Summary	Enter the summary associated with this quick code.
Description	Enter the description associated with this quick code.

Case Information

When an agent enters a quick code, the system assigns the information in these fields to a case.

Case Type	Select the case type associated with this quick code.
Case Subtype	Select the case subtype associated with this quick code.
Case Status	Select the case status associated with this quick code.
Provider Group	Select the provider group associated with this quick code.
Assigned To	Select the agent to whom the case is to be assigned. If you've specified a provider group, you can select agents who are part of that group only.
Product ID	Select the product ID associated with this quick code.
Category	Select the category associated with this quick code.
Specialty Type	Select the specialty type associated with this quick code.
Detail	Select the detail associated with this quick code.
Case Priority	Select the priority to be assigned to a case.
Case Impact	Select the impact to be assigned to a case.
Case Severity	Select the severity to be assigned to a case.
Error Code	Select the error code to be assigned to a case.
Error Message	Select the error message to be assigned to a case.

Suggested Actions

When an agent enters a quick code, the system assigns an action to the case.

Link Category	Select the link category to be associated with a case.
Version	Select the link category's version to be assigned to a case.
Link Name	Select the link name to be associated with a case.

Solution Search Keywords

Enter the keywords to be associated with a case. These keywords appear in the Keywords field on the Solutions page of the Case component, thus driving the search for solutions for the case.

See Searching for Solutions.

Notes

When an agent enters a quick code, the system assigns the information in these fields to a case.

Summary	Enter the notes summary to be associated to the case.
Description	Enter the notes description to be associated to the case.

See Working with Notes and Attachments.

Interested Parties

When an agent enters a quick code, the system assigns the information in these fields to a case.

Interested Parties	Select the interested parties to be associated with a case.
Reason Code	Select the reason the interested party should be listed as an interested party on the case.

Setting Up Problem Codes for Material Returns

This section discusses how to set up problem codes for material returns.

Note. This section is relevant to PeopleSoft Support only. It is not applicable to the PeopleSoft HelpDesk, Quality Management, or Change Management applications.

Page Used to Set Up Problem Codes

Page Name	Object Name	Navigation	Usage
Problem Codes	RF_PROBLEM_CD	Set Up CRM, Common Definitions, Codes and Auto Numbering, Problem Codes, Problem Codes	Set up the problem codes used to identify reasons for material returns on the RMA form.

Setting Up Problem Codes

Access the Problem Codes page.

If you integrate with PeopleSoft Inventory, the problem codes established on this page are used with RMAs and must match the reason codes that are established on the Reason Code page in PeopleSoft Inventory. In addition, the matching reason codes in PeopleSoft Inventory must be defined with a reason type of Return Material Authorization.

See PeopleSoft Enterprise Application Fundamentals PeopleBook (Financials)

Setting Up Reason Codes

This section discusses how to set up reason codes.

Page Used to Set Up Reason Codes

Page Name	Object Name	Navigation	Usage
Reason Code	RB_REASON_CD	Set Up CRM, Common Definitions, Codes and Auto Numbering, Reason Codes, Reason Code	Create reason codes for various actions.

Setting Up Reason Codes

To set up reason codes, use the Reason Code (RB_REASON_CD) component.

Access the Reason Code page.

Use the Effective Date and Status fields to make the reason code available to users. Select the Reason Type that you want the system to associate with the reason code that appears on the page. Enter more detailed descriptions for both agents and self-services users (if needed).

Setting Up Case Relationship Types and Labels

This section discusses how to set up case relationship types and labels.

Page Used to Set Up Case Relationship Types and Labels

Page Name	Object Name	Navigation	Usage
Case Relationship Type	RC_RELATION_TYPE	Set Up CRM, Product Related, Call Center, Case Relationship Type, Case Relationship Type	Set up types of case relationships and define the relationship labels that will appear on the Related Cases page.

Setting Up Case Relationship Types and Labels

To set up case relationship types and labels, use the Case Relationship Type (RC_RELATION_TYPE) component.

Access the Case Relationship Type page.

Relationship

Hierarchical

Select this check box if the relationship is hierarchical (a parent-child relationship). Clear this check box if the relationship is not hierarchical. Non-hierarchical relationships are also called equivalent relationships.

Parent Label and Child Label

If this is a hierarchical relationship, these fields control how the relationship is described on the Related Cases page. If you look at the child case, the Relationship field displays the child label; if you look at the parent case, the Relationship field displays the parent label.

You can enter information into these fields only if you select the Hierarchical check box.

Equivalent Label

If this is not a hierarchical relationship, this field controls how the relationship is described on the Related Cases page. If you look at either one of the related cases, the Relationship field displays the equivalent label.

You can enter information into this field only if you clear the Hierarchical check box.

Example

Consider a Global relationship type with a parent label of Global Case and a child label of Ticket:

On the Related Cases page for the child case, the parent case appears in the Existing Related Cases grid.

In that grid, the Type field value is Global and the Relationship field value is Ticket.
On the Related Cases page for the parent case, the child case appears in the Existing Related Cases grid.

In that grid, the Type field value is still Global, but the Relationship field value is Global Case.

Category	Select the category that you want the system to associate with the entry in the Priority field. All priority values are associated with a priority category. Values include High, Medium, and Low. The association between a priority and a priority category enables the display of the High Priority Problem Reports chart to help identify high-priority cases.
Self-Service Description	Enter the descriptions of the priorities as you want them to appear on the self-service page of your call center application.

Quick Code	This page displays a unique code that agents can use to populate multiple fields on the Case page automatically.
Business Unit	Displays the business unit of the call center that uses this quick code.