Oracle's PeopleSoft Enterprise CRM Mobile Applications Preface

This preface discusses:

• PeopleSoft enterprise products.

• Additional resources.

• PeopleSoft Enterprise CRM application fundamentals.

• PeopleSoft Enterprise CRM automation and configuration tools.

• PeopleSoft Enterprise CRM services foundation.

• PeopleSoft Enterprise CRM Sales.

• PeopleSoft Enterprise CRM Integrated FieldService.

• PeopleSoft Enterprise CRM Strategic Account Planning.

• PeopleSoft Enterprise CRM Order Capture applications.

• PeopleTools documentation.

Note. All information found in this PeopleBook is applicable to PeopleSoft Enterprise CRM (Customer Relationship Management) mobile applications.

PeopleSoft Enterprise Products

This PeopleBook refers to these PeopleSoft Enterprise CRM products:

• Oracle’s PeopleSoft Enterprise CRM Mobile Account Planning.

• Oracle’s PeopleSoft Enterprise CRM Mobile FieldService.

• Oracle’s PeopleSoft Enterprise CRM Mobile Order Capture.

• Oracle’s PeopleSoft Enterprise CRM Mobile Sales.

Additional Resources

The following documentation resources are essential to the successful implementation of PeopleSoft Enterprise Mobile Sales for BlackBerry:

PeopleSoft Enterprise CRM Application Fundamentals

The PeopleSoft Enterprise CRM 9 Mobile Applications PeopleBook provides implementation and processing information for Oracle's PeopleSoft Enterprise CRM mobile applications. However, additional essential information describing the setup and design of the 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.

The PeopleSoft Enterprise CRM 9 Application Fundamentals PeopleBook consists of important topics that apply to many or all PeopleSoft applications across the PeopleSoft Enterprise CRM product line. Whether you are implementing a single application, some combination of applications within the product line, or the entire PeopleSoft Enterprise 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.

See Also

PeopleSoft Enterprise Customer Relationship Management 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 CRM applications. This is an essential companion to the 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.

See Also

PeopleSoft CRM Automation and Configuration Tools Preface

PeopleSoft Enterprise CRM Services Foundation

The PeopleSoft Enterprise CRM 9 Services Foundation PeopleBook discusses configuration options that are common to Oracle's PeopleSoft Enterprise FieldService and the PeopleSoft Enterprise call center applications (PeopleSoft Enterprise Support, HelpDesk, and HelpDesk for Human Resources).

There are three parts to the PeopleSoft Enterprise CRM 9 Services Foundation PeopleBook:

• Entitlement management.

  This part discusses how solution management enables users to establish a set of predefined solutions that call center agents and field service technicians use to resolve customer problems.

• Transaction Billing Processor Integration.

  This part discusses how PeopleSoft Transaction Billing Processor enables PeopleSoft Enterprise 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. Also covered is how this integration enables PeopleSoft Enterprise CRM users to bill and book revenue for recurring, one-time, and on demand service.

• Environmental Systems.

  This part covers the 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 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.

See Also

Oracle's PeopleSoft Enterprise CRM Sales Preface

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.

See Also

PeopleSoft Integrated FieldService Preface

PeopleSoft Enterprise CRM Strategic Account Planning

PeopleSoft Enterprise Strategic Account Planning provides tools that enable you to leverage customer value data to drive strategic planning and budgeting for the entire customer life cyle—marketing, sales, and service. With this application you can:

• Evaluate customer value and needs.

• Develop sales and support strategies to maximize customer value.

• Allocate resources based on customer value.

• Identify new opportunities to increase customer value.

• Collaborate with account team members and partners.

• Measure and improve account performance.

See Also

Oracle's PeopleSoft Enterprise CRM Strategic Account Planning Preface

PeopleSoft Enterprise CRM Order Capture Applications

PeopleSoft CRM consists of two applications which contribute to the interactive selling experience:

• PeopleSoft Enterprise Order Capture.

  This internally facing application is a robust CRM order management tool that enables customer sales representatives (CSRs) or sales representatives to manage orders and quotes.

• PeopleSoft Enterprise Order Capture Self-Service.

  This externally facing application enables web users—such as brokers, business customers, and consumer customers—to easily create and manage their own orders and quotes.

See Also

PeopleSoft Enterprise CRM Order Capture Applications Preface

PeopleTools Documentation

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