Oracle's PeopleSoft Enterprise CRM Strategic Account Planning Preface

This preface discusses:

• PeopleSoft Enterprise products.

• PeopleSoft application fundamentals.

• PeopleSoft Enterprise CRM automation and configuration tools.

• 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.

PeopleSoft Enterprise Products

This PeopleBook refers to the following PeopleSoft Enterprise product: CRM Strategic Account Planning.

PeopleSoft Application Fundamentals

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

See Also

PeopleSoft Enterprise Customer Relationship Management Application Fundamentals Preface

PeopleSoft Automation and Configuration Tools

The PeopleSoft Enterprise CRM 9 Automation and Configuration Tools PeopleBookdiscusses automation and configuration tools that are common to multiple PeopleSoft CRM applications. This is an essential companion to the PeopleSoft CRM Application Fundamentals 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.

See Also

PeopleSoft CRM Automation and Configuration Tools 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