Setting Up Industry-Specific Functionality

This section provides an overview of industry-specific functionality and discusses how to:

• Set up common industry functionality

• Set up insurance industry translate values

• Set up configuration tables for energy and communications

• Set up communications industry-specific tables

• Set up online application forms for FNOL

Understanding Industry-Specific Setup

Industry-specific setup consists of three setup steps:

• Core functionality required for the industry.

• Requirements common to all industry-specific installations.

• Requirements for your specific industry.

This chapter discusses the setup requirements for industry-specific functionality. The setup requirements for core functionality are discussed in the appropriate PeopleBooks.

Requirements Applicable to All Industries

This section discusses:

• Roles and user IDs.

• Markets

• Industry-specific page setup.

• Industry-specific translate values.

• Attributes.

• Display templates.

Roles and User IDs

PeopleSoft provides several roles with predefined user profiles and permission lists in the demonstration database. You can use these sample security configurations as they are delivered, or you can modify them to meet your specific security requirements. The roles and permissions are part of the system data, and the users are part of the sample data delivered in the demonstration database.

Communications is delivered with four roles:

Energy is delivered with three roles:

Financial services is delivered with three roles:

Insurance is delivered with three roles:

See Predefined Security Roles and Sample Users.

Markets

PeopleSoft CRM industry applications are built on the core applications. Market is an attribute of every PeopleTools component that is used to enable the system to make components available to only certain industries. When developers add custom features to the copy of a core component that is going to be used for a specific industry, the component is marked with an industry market setting so that the system knows that both the component and the added custom features are specific to an industry application.

See Setting Up General Options.

Industry-Specific Page Setup

PeopleSoft CRM identifies a list of component pages that are used in both core and industry applications using the Industry-Specific Page Setup page. Set by market, each page setup definition includes information, such as the base page, menu name, item name, page name, record, base record, bar name, component name, page item name, and component interface name of the specified component page. The system uses this page setup data to facilitate the communication between applications.

Industry-Specific Translate Values

Using industry-specific translate pages, you can set up field values for industry use without performing any development tasks in PeopleSoft Application Designer. As you open a page after the setup, depending on the market to which this opened page belongs, the industry-specific translate values (for drop-down list boxes with declared industry-specific translate values) appear.

See Modifying Industry-Specific Translate Values.

Attributes

Flexible attributes are a mechanism to extend the data model without changing the underlying table structure in the database. In the PeopleSoft system, objects can be configured to accept attributes. You can define an unlimited number of attributes for any object that is configured to accept attributes. The financial services, communications, and energy markets use attribute-enabled objects.

See Understanding Attributes.

Display Templates

The introduction of display templates eliminates the need for component cloning. The idea is to make the look and feel of components entirely configurable using templates, so that they can potentially be used in any scenario. In the display template framework, only one version of a component exists. This component is a consolidation of all its variants and it consists of all the parts and pieces that can be manipulated. Each implementation that wants to present the component in its specific way creates a display template for the component. Through the display template, you can control the visibility of component pages and fields, alter section and field labels, apply field-level security and setup options that are available to the component.

See Configuring Display Templates.

Requirements for Financial Services

This section discusses setIDs and autonumbering.

Set IDs and Autonumbering

Autonumbering is generally controlled by setID. Certain objects that are not keyed by business unit or setID are hard-coded to use rules that are set up under the SHARE or NONE setIDs.

See Automatic Numbering.

Requirements for Insurance

You can build web application forms for FNOL using form templates and configure them to meet your business needs.

See Reporting an FNOL.

Requirements for Communications

This section discusses:

• Call center business unit setup.

• Label change.

• Service management.

Call Center Business Unit Setup for Communications

When setting up business units and setIDs for communications, consider that the minimum requirement for your setup is one setID with two business units, if you use fraud. If you do not use the fraud functionality, then one business unit is adequate.

Before you can set case defaults for call center for communications, you must set up the default values in the appropriate call center prompt table.

Note. Communications has a fraud business project that is instantiated when a case with the type of Fraud is submitted. This functionality relies on call center applications events for business projects, which are delivered as disabled. To enable the Fraud business project, the call center events must be enabled.

See Defining Call Center Business Units and Display Template Options.

Order Capture for Communications

When you prepare Order Capture for communications, consider:

• The RO_COM application class initiates the codes.

• Select Use Accounts to ensure that the entire communication Order Capture component is visible.

• The COM_PRICE price list ID sets up the ability to have recurring costs.

  This automatically links each new customer with a price list.

• Order Capture supports business event logic, in the form of application class sets. These events are used out-of-the-box in the communications industry.

Label Change

The label change utility enables you to perform minor layout changes to core component pages for application-specific (core or industry alike) implementation without having to clone the associated components and pages. From the components that are modified to support the utility, you can change field labels, hide fields and pages, and switch the mode of pages to display-only. The label change utility does not work on pages that are not enabled to support the feature.

See Understanding the Label Change Utility.

Service Management

Service management provides the infrastructure to flow the submitted orders through to the appropriate operations support system applications for provisioning and activation using product actions and product-specific business projects.

See Working with PeopleSoft Service Management.

Requirements for Energy

This section discusses installed services used for energy related industries.

Installed Services

The service management functionality provides the interface for the customer service representative (CSR) as well as the self-service user to initiate changes such as addition, replacement, or removal of features to an existing service. It also provides the interface to perform changes at the service level, such as disconnect service, suspend, and resume service.

Installed services represent physical assets such as electric meters and gas meters. These assets may be owned by the customer or the utility company. In addition, installed services can be associated with a site that is not attached to a customer. For example, a utility company installs assets (gas and electric meters) at a new housing development. Since the new homes have not been sold, there are no customers associated with the site or with the assets.

Using service points, you can define the actual service provided at the premise and the physical location of the equipment (asset) that controls the service. For example, the main power switch to a building constitutes a service point. However, you can only associate one service with a service point. For example, the electrical power switch outside a residential home can be associated with one service even if the switch is also used for commercial service.

Order Capture provides the functionality to automatically update an installed service record when the order capture process takes place, which is achieved by the three business project templates delivered in energy for Order Capture: ENRGY_START_SVC, ENRGY_STOP_SVC, and ENRGY_TRSFR_SVC.

Different capture types use different filters on the installed product record. For example, the start service and stop service templates require that all installed products active at a site be made available for the transaction. Similarly, the transfer service requires all installed products active at the current site and are eligible to be transferred to the new site, be made available for the transaction.

Installed services are used to set up a hierarchy between service and its service features for product packages. Having a well-defined relationship between service and service features is significant for service management because it dictates what features are available for a particular service. This parent - child structure is viewable through the Installed Product Hierarchy.

Installed service records display account information (captured during the order capture process) and pricing information (unit price & non-recurring pricing) used for the installed services. You can also view product attributes in the records, if attributes have been specified to display in the Installed Service component.

See Working with PeopleSoft Service Management.

See Tracking Installed Products and Assets.

Setting Up Common Industry Functionality

This section discusses how to:

• Set up industry-specific pages.

• Set up industry-specific translate values.

Pages Used to Set Up Common Industry Functionality

Setting Up Industry-Specific Pages

Access the Industry-Specific Page Setup page.

Set by market, each page setup definition includes information, such as the base page, menu name, item name, page name, record, base record, bar name, component name, page item name, and component interface name of the specified component page. The system uses this page setup data to facilitate the communication between applications.

Note. Do not modify the information delivered on the Industry-Specific Page Setup page unless you are customizing PeopleSoft CRM. Customizing requires you to update several values (such as the component interface name) on this page.

Setting Up Industry-Specific Translate Values

Access the Industry-Specific Translates page.

Using industry-specific translate pages you can set up field values for industry use.

See Working with Business Units and TableSet Controls.

Setting Up Insurance Industry Translate Values

This section discusses how to set up insurance industry translate values.

Page Used to Set Up Insurance Industry Translate Values

Setting Up Insurance Industry Translate Values

Access the Insurance Translate Values page.

Effective Date	Enter the date on which you want this value to take effect. The default is today's date. If you want the effective date to predate all rows on your database, enter 01011900 (January 1, 1900).
Field Value	Enter the translate value for the field. The number of characters entered in this field cannot exceed the number specified in the Length field.
Status	Select Active. When a value for a field becomes obsolete, select Inactive rather than deleting it. Deactivating a value enables fields in the database that still contain the value to use the correct long and short names. If you delete an obsolete code from the Translate table and you still have records in the database that contain that value, you must change all of those values to active values.
Long Name	Enter up to 30 characters. Field values are sorted by their long names at run time and appear in the system in ascending order. For example, if the long names entered for the three field values are Activated, Suspended, and Disconnected, they appear in the corresponding drop-down list box in this order: Activated, Disconnected, and Suspended.
Short Name	Enter up to 10 characters.

See Also

Defining Business Units and TableSet Controls

Setting Up Online Application Forms for FNOL

You can build web application forms for FNOL using form templates and configure them to meet your business needs.

This section discusses how to set up online application forms.

Pages Used to Set Up Online Application Forms

Setting Up Online Application Forms

Access the Application Form page.

SetID	Select the setID that will have access to the application form.
Form Title	Enter the application title to be used when the application form is processed.
Description	Enter the application form usage and any specifications.

Use the fields in the Application Form Templates group box to set up the template that you will use for the application form.

Use the fields in the Page Navigation Setup Information group box to set up the navigation within the application.

Use the fields in the Non-Data Derived Records Information group box to specify records, such as links that the system will not process.

Page Toolbar Detail

Select the Application Form page: Page Toolbar Detail tab.

Toolbar Item	Select the check box, if the page is accessible from the toolbar.
Toolbar Item Label	Enter the toolbar title that appears as the link’s tooltip for the page. When the user moves the mouse on the link, the name appears. When the user clicks the link, the system loads the related page.

Page Event Detail

Select the Application Form page: Page Event Detail tab.

Page Load Event	Specify the action set that is triggered when the page is loaded and before the page appears. For example, you might transfer data from one page to another.
Page Exit Event	Specify the action set that is triggered before the page is unloaded. For example, you might validate data on the current page before moving to the next page.

Viewing Related Products

Access the Related Products page.

View a list of all products using the application form.

See Also

Reporting an FNOL

Setting Up Configuration Tables for Energy and Communications

When setting up the Configuration table for communications, consider:

• The Communications Configuration table establishes configuration parameters for your system.

• The Configuration table is delivered with default values and is maintained by PeopleSoft.

• The Configuration table is based on setID.

When setting up the Configuration table for energy, RBT_CONFIG_TBL, consider the following:

• The Energy Configuration table establishes configuration parameters.

• The Configuration table is delivered with default values and is maintained by PeopleSoft.

• The Configuration table is based on setID.

See Also

Understanding Configuration Tools

Page Used to Set Up the Configuration Table for Energy or Communications

Setting Up the Communications or Energy Configuration Table

Access the Communications (or Energy) Setup page.

Note. The setup page for energy is similar to the communications page.

See Also

Understanding Configuration Tools

Setting Up Communications Industry-Specific Tables

This section provides an overview of call center and order capture business unit setup for communications and discusses how to:

• Set up call center business units.

• Set up Order Capture business units.

Understanding Call Center Business Unit Setup for Communications

When setting up business units and setIDs for communications, consider that the minimum requirement for your setup is one setID with two business units, if you use fraud. If you do not use the fraud functionality, then one business unit is adequate.

The communications solution has a fraud business project that is instantiated when a case with the type of Fraud is submitted. This functionality relies on call center applications events for business projects, which are delivered as disabled. To enable the Fraud business project, call center events must be enabled.

Setting Up Case Creation for Self-Service Users

This setup is necessary to enable self-service users to create cases successfully:

1. Define a call center business unit, options, and the case defaults for the Self Service Case components.

   The business unit is used by both internal and external users.

2. Define user preferences for the self-service user.

   Make sure the self-service user belongs to the communications market and has a default business unit and setID.

3. Associate the person with the user profile.

Users that are created by using the self-service registration functionality inherit the setup as described in steps 2 and 3 automatically, provided that the correct guest user is used for the purpose. As seed data, PeopleSoft provides the guest user with operator ID GUESTCOMM for this purpose. Users that are created by the guest user GUESTCOMM have the PeopleTools role of CSP Self-Service, which enables them to perform self-service transactions.

See Also

Defining Call Center Business Units

Understanding PeopleSoft Call Center's Self-Service Application Configuration

Understanding Order Capture for Communications

When you prepare Order Capture for communications, consider:

• The RO_COM application class initiates the codes.

• Select Use Accounts to ensure that the entire Communication Order Capture component is visible.

• The COM_PRICE price list ID sets up the ability to have recurring costs.

  This automatically links each new customer with a price list.

See Defining Order Capture Business Units.

Pages Used to Set Up Communications Industry-Specific Tables