PeopleSoft Enterprise CRM Industry Application Fundamentals Preface

This preface discusses:

PeopleSoft Enterprise CRM application fundamentals.
PeopleSoft Enterprise CRM automation and configuration tools.
PeopleSoft Enterprise CRM services foundation.
PeopleSoft Enterprise CRM business object management.
PeopleSoft CRM product and item management.
PeopleTools PeopleBooks.

Note. All information found in this PeopleBook is applicable to PeopleSoft Enterprise 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 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.

PeopleSoft Enterprise 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.

There are four 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.

PeopleSoft Enterprise CRM Services Foundation

The PeopleSoft Enterprise CRM 9 Services Foundation PeopleBook discusses configuration options that are common to PeopleSoft Enterprise Integrated FieldService, PeopleSoft Enterprise Order Capture, and the PeopleSoft call center applications (PeopleSoft Enterprise Support, PeopleSoft Enterprise HelpDesk, and PeopleSoft Enterprise 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.

PeopleSoft Transaction Billing Processor enables PeopleSoft Enterprise Integrated 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. 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.

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. PeopleSoft Enterprise CRM 9 Business Object Management PeopleBook.

PeopleSoft Enterprise 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.

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