PeopleSoft Enterprise CRM Portal Pack Preface

This preface discusses:

• Additional resources.

• PeopleSoft Enterprise Customer Relationship Management (CRM) application fundamentals.

• PeopleSoft Enterprise CRM industry application fundamentals

• PeopleSoft Enterprise CRM automation and configuration tools.

• PeopleSoft Enterprise CRM services foundation.

• PeopleSoft Enterprise CRM business object management.

• PeopleTools PeopleBooks.

Note. This PeopleBook documents only page elements that require additional explanation. If a page element is not documented with the process or task in which it is used, then either it requires no additional explanation or it is documented with common elements for the section, chapter, PeopleBook, or product line.

Additional Resources

The following resources are located on the PeopleSoft Customer Connection website:

PeopleSoft Enterprise CRM Application Fundamentals

The PeopleSoft Enterprise CRM 9 Application Fundamentals PeopleBook contains essential information that describes the setup and design of the PeopleSoft Enterprise CRM system. This book contains important topics that apply to many or all PeopleSoft applications across the PeopleSoft Enterprise 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 Enterprise 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 Enterprise 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.

See Also

Getting Started

PeopleSoft Enterprise CRM 9 Industry Application Fundamentals

The PeopleSoft Enterprise CRM 9 Industry Application Fundamentals PeopleBook discusses configuration options including security and financial account administration common to PeopleSoft vertical solution applications.

The PeopleSoft Enterprise CRM 9 Industry Application Fundamentals PeopleBookcontains essential information describing the setup and design of PeopleSoft CRM industry-specific applications and the use of features that are common to multiple applications within PeopleSoft CRM industry applications, including information about:

• Industry-specific tables.

• Industry-specific setIDs and roles.

• Products for industries.

• Arrangements and contracts.

• Industry-specific business objects.

• Application security for financial services.

• Financial accounts.

• Churn management.

• Fraud management.

See Also

PeopleSoft Enterprise CRM Industry Application Fundamentals Preface

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 PeopleSoft Enterprise CRM applications. This is an essential companion to the PeopleSoft Enterprise CRM Application Fundamentals 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 Enterprise CRM workflow, the Active Analytics Framework, business projects, and scripts.

• Configuration Tools

  This part discusses configurable search pages, configurable toolbars, attributes, and industry-specific field labels and field values.

• Knowledge Management

  This part discusses the setup of Natural Language Processing 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

Getting Started

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.

See Also

Oracle's PeopleSoft CRM Services Foundation Preface

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.

See Also

PeopleSoft Enterprise Customer Relationship Management Business Object Management Preface

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