Oracle's PeopleSoft Enterprise CRM Infosync Applications Preface

This preface discusses:

PeopleSoft enterprise products.
PeopleSoft Enterprise CRM application fundamentals.
PeopleSoft Enterprise CRM automation and configuration tools.
PeopleSoft Enterprise CRM business object management.
PeopleSoft Enterprise CRM product and item management.
PeopleSoft Enterprise CRM Sales.
PeopleSoft Enterprise CRM Integrated FieldService.
PeopleTools PeopleBooks.
Additional documentation.

PeopleSoft Enterprise Products

This PeopleBook refers to these PeopleSoft enterprise products:

Oracle's PeopleSoft Enterprise Infosync Server.
Oracle's PeopleSoft Enterprise Infosync Client.

PeopleSoft Enterprise CRM Application Fundamentals

The PeopleSoft Enterprise CRM 9 Infosync Applications PeopleBook provides implementation and processing information for your PeopleSoft Infosync Server or Client application. However, additional essential information describing the setup and design of your system appears in a companion volume of documentation called PeopleSoft Enterprise CRM 9 Application Fundamentals PeopleBook. Each PeopleSoft product line has its own version of this documentation.

PeopleSoft Enterprise CRM 9 Application Fundamentals PeopleBook consists of important topics that apply to many or all PeopleSoft applications across the CRM product line. Whether you are implementing a single application, some combination of applications within the product line, or the entire PeopleSoft CRM system, you should be familiar with the contents of this central PeopleBook. It is the starting point for fundamentals, such as setting up control tables and administering security.

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 how to administer workers who perform tasks such as support or field service in PeopleSoft CRM. It includes information on competency management and assigning workers to tasks.
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.

The PeopleSoft Enterprise CRM 9 Automation and Configuration Tools PeopleBook contains these parts:

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), 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.

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.

See Also

Getting Started

PeopleSoft Enterprise CRM 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.

PeopleSoft Enterprise CRM Sales

PeopleSoft Enterprise Sales enables you to:

Leverage the right channels, resources, and offerings to differentiate your business from others and prevail over the competition.
Motivate and track sales performance using metrics-driven planning and compensation tools.
Increase operational efficiency by integrating sales processes across the enterprise.
Extend your sales reach through partners and other channels.
Maximize sales productivity and build profitable, loyal customer relationships.

PeopleSoft Enterprise CRM Integrated FieldService

PeopleSoft Integrated FieldService ensures total life cycle management of service requests for customers and technicians. PeopleSoft Integrated FieldService is a flexible service order and dispatch management solution that provides complete management of agreements, parts, time, and expenses. It provides functionality to systematically manage preventive maintenance programs, generate reports, and automatically schedule preventive maintenance service orders.

PeopleTools PeopleBooks

Cross-references to PeopleTools documentation refer to the Enterprise PeopleTools 8.48 PeopleBook.

Additional Documentation

In addition to the PeopleSoft Enterprise CRM 9 Infosync Applications PeopleBook, information that pertains to this integration is also available in other PeopleSoft and third-party vendor documentation. Consult these publications where applicable:

PeopleSoft Enterprise Integrated FieldService 9 PeopleBook.

This book provides implementation and processing information for your PeopleSoft FieldService application.
PeopleSoft Enterprise Sales 9 PeopleBook.

This book provides implementation and processing information for your PeopleSoft Sales application.
PeopleSoft Enterprise CRM 9 Supplemental Installation Documentation.

This document contains additional instructions for installing PeopleSoft Infosync Applications and is available for download on Customer Connection, under Support, Documentation, Documentation Updates, Enterprise, Customer Relationship Management, All Products.
Intellisync Server Installation and Administration Guides.

This document provides information on installing and administering the third-party Intellisync synchronization engine. It is available on the machine where your Infosync application is installed.

Oracle's PeopleSoft Enterprise CRM Sales Preface

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