Working with CRM Employee-Facing Pagelets

This chapter provides an overview of employee-facing pagelets and discusses how to:

Use employee-facing pagelets common to CRM applications.
Use PeopleSoft Sales pagelets.
Use PeopleSoft Support pagelets.
Use PeopleSoft Integrated FieldService pagelets.
Use PeopleSoft Client Management pagelets.

Understanding Employee-Facing Pagelets

Employee-facing pagelets enable employees to view and update their own information and view customer information. Pagelets that display customer or contact information can be configured by using the Customize button.

Using Employee-Facing Pagelets Common to CRM Applications

This section discusses how to use the CRM employee pagelets that are common to the PeopleSoft CRM applications.

Pagelets Used to View Customer Information

This table describes the pagelets that you use to view information about a customer:

Pagelet	Usage	For More Information
Installed Products	Displays the product ID and quantity of each product installed at a customer's site and provides a link to the product ID details.	See Tracking Installed Products and Assets.
Recent Interactions	Lists the most recent interactions that a customer has had with your organization and provides a link to the details.	See Working with Interactions.
Self Service Help Desk	Enables users to review their own cases.	See Working with Customer Self-Service Transactions.
CRM Worklist	Enables users to see a summary of their worklist items and supports navigation to individual worklist items.	See Setting Up PeopleSoft CRM Workflow.
Relationship Grid	Provides a view of the relationships that a customer has with other customers or contacts in the database.	See Interactions and 360-Degree Views.

Using PeopleSoft Sales Pagelets

PeopleSoft Sales offers several pagelets to help sales representatives manage their sales activities. The system includes pagelets for each of the major sales objects—leads, opportunities, and forecasts—plus pagelets for managing sales tasks. This section discusses how sales representatives manage their sales activities by using the pagelets.

Pagelets Used to View Sales Activities

This table describes the pagelets used to view sales activities:

Pagelet	Usage	For More Information
My Forecast	Displays at-a-glance estimates of future sales revenues for sales opportunities.	See Managing Sales Leads and Opportunities. See Using Forecasts.
My Leads	Displays the three most recent leads based on the date and time that the lead was added.	See Managing Sales Leads and Opportunities.
My Monthly Calendar	Displays your calendar for the current month. You can enter new task information or update existing tasks on your calendar.	See Creating Sales Tasks and Adding Notes for a Lead or Opportunity. See Using Calendars.
My Opportunities	Displays the opportunity name, customer, telephone number, and status of your three most recently added sales opportunities and provides a link to the details page, where you can edit the opportunity information.	See Managing Sales Leads and Opportunities.
My Tasks	Displays a list of upcoming tasks from your calendar.	See Creating Sales Tasks and Adding Notes for a Lead or Opportunity.

Using PeopleSoft Support Pagelets

This section discusses how to use the pagelets that PeopleSoft Support enables.

Pagelets Used to View Support Cases

This table describes the pagelets used to view support cases:

Pagelet	Usage	For More Information
Agreements	Displays a summary list of a customer's existing service or support contract agreements and the status of each, and provides a link to the details of the agreement definition.	See Setting Up and Managing Agreements and Warranties.
RMA	Displays a list of a customer's return material authorizations (RMAs), provides a link to the RMA details, and provides an Add link to create a new RMA.	See Tracking Installed Products and Assets.
Recent Support Cases	Displays a list of a customer's recent support cases, provides a link to the case details, and provides an Add link to create a new support case. Note. When you add a case from the Recent Support Cases pagelet, the case uses the default display template based on the user preferences.	See Managing Cases.

Using PeopleSoft Integrated FieldService Pagelets

This section discusses the pagelets that PeopleSoft Integrated FieldService activities enable.

Pagelets Used to View Agreements and Service Orders

This table describes the pagelets used to view agreements and service orders:

Pagelet	Usage	For More Information
Agreements	Displays a summary list of a customer's existing service or support contract agreements and the status of each, and provides a link to the details of the agreement definition.	See Setting Up and Managing Agreements and Warranties.
Recent Service Orders	Displays a list of a customer's recent service orders, provides a link to the service order details, and provides an Add link to create a new service order.	See Creating and Managing Service Orders.

Using PeopleSoft Client Management Pagelets

This section discusses the pagelets that PeopleSoft Client Management enables.

PeopleSoft CRM Client Management offers all the tools necessary for a Financial Advisor (FA) to successfully manage clients. When an FA enters the Client Management application, the FA sees a summary of top clients, referrals, clients at risk, today's tasks, opportunities, and the FA's calendar.

Pagelets Used to Manage Client Activity

This table describes the pagelets used to manage client activity:

Pagelet	Usage	For More Information
My Calendar	Displays the calendar entries of the person for that day. A maximum of five entries are displayed. FAs can expand to view all. Tasks that do not have a start time are not displayed in the My Calendar pagelet. Additional calendar entries can be created from this pagelet.	See Managing Clients.
My Top Clients	Displays the top five clients that the FA owns. The top clients are determined by the sum of all the financial accounts for each client. This list excludes inactive clients. The system displays either the Holding field or the Revenue field. The Configuration Parameter field on the Wealth Management Setup page determines which field to display.	See Managing Clients.
My Referrals	Displays up to five referrals that are assigned to the user. A referral is denoted as belonging to an FA if the FA is listed as the assigned to value on that referral.	See Managing Referrals.
My Clients at Risk	Displays the clients assigned to the user that are at risk of leaving. A maximum of five appear. The at-risk criteria are predefined. Additionally, customers can create their own rules to define what denotes a client at risk.	See Viewing Risk Summary Information.
My Tasks	Displays the tasks of the logged-in user for the current day. The only tasks that appear here are those with a due date of today; these tasks do not display on the calendar. A total of five tasks appear. Users can expand to view all.	See Working with Tasks.
My Opportunities	Referrals are converted into opportunities. An opportunity is a potential customer.	See Managing Leads and Opportunities.