PeopleSoft CRM Application FundamentalsThis preface discusses:
PeopleSoft CRM application fundamentals.
PeopleSoft CRM automation and configuration tools.
PeopleSoft CRM services foundation.
PeopleSoft CRM business object management.
PeopleSoft CRM product and item management.
PeopleTools PeopleBooks.
Note. All information found in this PeopleBook is applicable to PeopleSoft CRM for High Technology.
PeopleSoft CRM Application FundamentalsThe 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 PeopleSoft CRM workflow, the Active Analytics Framework (AAF), business projects, and scripts.
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 CRM Automation and Configuration ToolsThe 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 the application PeopleBook.
There are five parts to the PeopleSoft Enterprise CRM 9 Automation and Configuration Tools PeopleBook:
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), business projects, 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 CRM Services FoundationThe PeopleSoft Enterprise CRM 9 Services Foundation PeopleBook discusses configuration options that are common to PeopleSoft Integrated FieldService, PeopleSoft Order Capture, and the PeopleSoft call center applications (PeopleSoft Support, PeopleSoft HelpDesk, and PeopleSoft HelpDesk for Human Resources).
There are three parts to the PeopleSoft Enterprise CRM 9 Services Foundation PeopleBook:
Solution management
Solution management enables users to establish a set of predefined solutions that call center agents and field service technicians can use to resolve customer problems.
Transaction Billing Processor Integration
The Transaction Billing Processor enables PeopleSoft FieldService, PeopleSoft Support, and PeopleSoft Order Capture to integrate with PeopleSoft Billing and PeopleSoft General Ledger through the use of the PeopleSoft Contracts architecture. The integration enables PeopleSoft CRM users to bill and book revenue for recurring, one-time, and on demand services.
Environmental Systems 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
PeopleSoft CRM Business Object ManagementThe 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. PeopleSoft Enterprise CRM 9 Business Object Management PeopleBook.
See Also
PeopleSoft Product and Item ManagementThe 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
PeopleTools PeopleBooks
Cross-references to PeopleTools documentation refer to the PeopleSoft Enterprise 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
Managing the PeopleSoft Online Library and PeopleBooks
ISO Country and Currency Codes
Glossary of PeopleSoft Enterprise Terms