Understanding PeopleSoft Enterprise CRM Portal Pack

This chapter discusses:

• PeopleSoft Enterprise CRM Portal Pack.

• Customer Selection page.

• PeopleSoft CRM Portal Pack pagelets.

• PeopleSoft CRM Pagelet Wizard pagelets.

• Web libraries.

Understanding PeopleSoft Enterprise CRM Portal Pack

PeopleSoft Enterprise CRM Portal Pack is a collection of portal pagelets for corporate intranet or extranet homepages that provides access to key data and transactions within PeopleSoft Enterprise CRM applications for use in the employee and customer portal registries. The portal pack supplements the PeopleSoft Enterprise CRM applications that provide the underlying data.

When you install PeopleSoft Enterprise CRM Portal Pack, your users can personalize their portal homepages by adding the pagelets that they need. Standard PeopleSoft system role-based security ensures that users can access only the pagelets that are appropriate to their roles. You click the Content link (located above the left navigation menu) to access a list of role-appropriate pagelets.

Users can configure their portal homepages with three narrow columns or one narrow and one wide column. Some pagelets have both a narrow and a wide version, each with its own object name. You click the Layout link (located above the left navigation menu) to modify pagelet layout. When this documentation provides two object names for a pagelet, the first one refers to the narrow version.

To use the pagelets in PeopleSoft Enterprise CRM Portal Pack, you must first install the enabling CRM application. The CRM pagelets and the enabling application are listed in the PeopleSoft Enterprise CRM Portal Pack Pagelets section of this document.

You can also design your own pagelets when your installation includes PeopleSoft Enterprise CRM Portal Pack.

See Also

PeopleTools Internet Technology PeopleBook

Audience

The PeopleSoft Enterprise CRM Portal Pack pagelets are targeted for specific functional roles, which generally fit into three audiences (which mirror the different portal registries):

• Employee

• Customer

• Partner

Pagelet Security

You control pagelet security at the component level by associating it with a permission list, which is then associated with a role; each pagelet has its own component to enable more granular access. You can ascertain a pagelet's component name in PeopleSoft Application Designer by searching for definition references to the page's system (or object) name.

Pagelets are grouped into functional roles as an example of how to organize access. You need to create the proper permission lists and associate them with actual role definitions before your users can access them, or use the permission list definitions that are provided in the delivered system data. The PeopleSoft system also delivers sample roles that you can use as an example of how to set up pagelet access.

Here is an example of some of the roles that include access to PeopleSoft Enterprise CRM Portal Pack pagelets:

• Call center agent

• Customer

• Consumer

• Broker

• Field sales representative

• Help desk agent

• Guest

See Also

Setting Up Security and User Preferences

Pagelet Personalization

Some pagelets require that you first select default settings on a related customer selection page prior to using the pagelet. The system retrieves the transactional information that is associated with the selection to display in the pagelet.

To configure a pagelet, you click the Customize button:

Customize button

If you don't specify values on a pagelet's customer selection page, the pagelet does not display any data. Pagelets that do not have configuration options do not display this button.

Each of the following pagelets provide information about a specific type of customer interaction, such as sales leads, support cases, and service orders. Collectively, these pagelets provide a 360-degree view of your organization's relationship with the customer. Many of these pagelets provide links that enable you to navigate to further details about the interactions; some enable you to add new interaction information:

• Agreements

• Installed Products

• RMA

• Recent Interactions

• Recent Leads

• Recent Support Cases

• Recent Service Orders

• Recent Opportunities

• Relationship Grid

Note. You must first select a customer or contact by using the Customer Selection page. After you identify the customer or contact, the other configurable pagelets display information that is related to that customer or contact.

Customer Selection Page

You use the Customize button to select the customer, consumer, or contact for the information that you want to view. When you click the Customize button, the system displays the Customer Selection page:

Enter search criteria and click the Search button to select the customer, consumer, or contact for whom you want to view interaction information. After you select a customer, consumer, or contact and save your selection, information that is related to your selection appears on the configurable pagelets until you make another selection.

PeopleSoft CRM Portal Pack Pagelets

This section lists the pagelets that make up PeopleSoft CRM Portal Pack and identifies:

• The audience for the pagelet: employees or customers.

  The audience also identifies the portal registry where the pagelet is registered.

• The role of the person who uses the pagelet.

  These are functional roles, not delivered PeopleTools roles.

• The pagelet's enabling application.

  The enabling application provides the information that appears in the pagelet.

PeopleSoft CRM Pagelet Wizard Pagelets

Pagelet Wizard provides a user-friendly, browser-based graphical user interface that guides you through a series of steps to create and publish a pagelet. The following pagelets that are available with the CRM Portal Pack were built using the Pagelet Wizard feature: EOPP_CREF_BY_DATE_ID, RC_CASES_AVG_AGE, RC_CASES_BY_PRIORITY, RC_CASES_BY_SOURCE, RC_CASES_CLOSED_FIRSTCONTACT, RC_CASES_CREATED_CLOSED, RO_PRT_MGR_ORD, RO_PRT_MGR_QUO, RO_PRT_REP_ORD, and RO_PRT_REP_QUO.

The primary users of these pagelets are call center agents and managers and sales representatives and managers.

Authorized users can easily modify and maintain these pagelets using the Pagelet Wizard.

See Also

PeopleSoft Enterprise Components for CRM 9 PeopleBook, “Using Pagelet Wizard”

Web Libraries

These are the web libraries that are associated with Enterprise CRM pagelet functionality. You must ensure that users have access to the proper web libraries for the pages they need to access.

See Enterprise PeopleTools 8.48 PeopleBook: Internet Technology