Working with Customer, Task and Product Information on a Mobile Device

This chapter provides an overview of customer information, address books, tasks, call reports, and products in PeopleSoft Enterprise Customer Relationship Management (CRM) mobile applications and discusses how to:

Work with companies, contacts, consumers, workers and sites on a mobile device.
Work with address book entries on a mobile device.
Work with tasks on a mobile device.
Work with call reports on a mobile device.
Work with products on a mobile device.

Understanding Customer Information in Mobile Applications

PeopleSoft Enterprise CRM mobile applications enable you to view customer information for one predefined business unit on mobile devices. The functionality that is available on the device may differ, depending on the device and the permissions and dataset rules that are set by the administrator.

Note. Although the business units that mobile applications use can be different, their business units must be referenced to the same setID for product and customer. Note that the setIDs for product and customer can be different.

Object	Actions Available
Company	Add and view companies. Add and update contacts. Add and update call reports. Add and view tasks. Maintain notes and attachments. Add and modify address book entries. View site information. View account team, account plan, and financial accounts (if the company belongs to the Financial Service or Insurance industry market). View the relationship between a company and its contacts. Note. When configuring the relationship viewer for a company, select views where the role of the company would be at the top of the tree. Access the company's 360-Degree View for transactions, such as cases, leads, opportunities, orders, quotes, agreements, defects, RMAs (return material authorizations), and installed products. You can click links on tree nodes to transfer to corresponding components to view details. Additional actions, such as background processing, cannot be initiated from the 360-Degree View from a mobile device.
Person	Add persons (contacts or consumers). View and modify persons in the persons' contact or consumer role. View worker information (if the person is a worker). Add and modify address book entries. View site information. Maintain notes and attachments. View associated companies. Add and update tasks. Add and update call reports. View the relationship between a person and its customers. Note. When configuring the relationship viewer for a person, select views where the role of the consumer or contact would be at the top of the tree. View account team, account plan, and financial account (if the market is Financial Services or Insurance) through the person's consumer role if applicable. Access the person's 360-Degree View for associated transactions, such as cases, leads, opportunities, orders, quotes, agreements, defects, RMAs (return material authorizations), and installed products. You can click links on tree nodes to transfer to corresponding components to view details. Additional actions, such as background processing, cannot be initiated from the 360-Degree View from a mobile device.
Site	Access the parent company. View address book entries.
My Contacts	Add and view contacts. Add and remove contacts from the My Contacts list on the Person detail page.

If the alternate character functionality is enabled, the system displays a person name in the LastName FirstName format if you enter an alternate character (for example, Japanese) in the person's first name or last name. However, if no alternate character appears in the name, the system displays it in the FirstName,LastName format.

See Also

Viewing Worker Information

Understanding Address Books in Mobile Applications

PeopleSoft Enterprise CRM mobile applications enable you to create and modify address book entries for these CDM objects: companies and persons (address book entries appear in the read-only mode for sites). An address book entry contains different sets (for example, home, work, ) of phone, address, and email information that is entered for a company or person. Mobile users can create and update address book entries on the connected server or mobile devices and have the information synchronized in both systems.

To support address books in mobile applications, setup information such as address book configuration, contact method type, and contact method purpose type that are set up in PIA are downloaded to mobile devices during synchronization. The information is used to determine default values for certain fields in an address book entry.

How is Contact Information Displayed on Mobile Devices

A person in CDM can have more than one role. When mobile users access the address book of persons with multiple roles (for example, both business contact and consumer), the address book displays entries that are specific to one role at a time. As for company, the address book on the Contact Info page displays a summary grid of all contacts and their entries despite from where this page is accessed (from consumer details or contact details). That is, the summary grid shows a list of all entries without taking role into consideration.

When mobile users create new entries for persons with multiple roles, the system transfers them to a page where they enter the contact information (which can contain a number of contact methods). After the data is synchronized, the contact information that is entered for one role becomes available to the other role as well. If the primary setting of any contact method is checked, the other role also inherits that setting.

The primary setting of a contact method is displayed in a form of a check box, and it appears selected if mobile users access the details of the contact method from the summary grid and the contact method is set to be primary for the person's role that mobile users are viewing. In other words, if the person is viewed as a contact, and the contact method being viewed is set to be primary for the contact role, then the Primary check box appears as selected on the details page. However, if mobile users view this contact method through person's consumer role, the Primary check box remains clear.

The title of the Person component pages indicates the role (business contact or consumer) of the person that is being accessed. The system displays a warning message if the user-selected address book entry doesn't apply to the role of the person being viewed (it is possible for mobile users to define contact methods for only one role). When this happens, the role-specific contact method cannot be selected as primary for the role to which it does not pertain. Mobile users can, however, still view the contact method through either role in the details page. For example, a user enters a phone number that only pertains to the consumer role. This number (in a contact entry) is viewable through the consumer and contact roles and can also be updated on the details pages for both roles. However, if this number is marked as primary for the consumer role and it's being viewed through the contact role, a warning message appears and prevents the number from being set as primary for the contact role because the number does not apply. If the user changes the consumer-specific contact method while in the contact view, the data will be saved only to the consumer role and not the contact role.

The system allows only one entry to be the primary entry for each contact method in each role. For example, there can only be one primary address (a contact method) for John Doe as a consumer (a role). When mobile users remove all data from a contact method, they are in effect deleting that contact method from the address book. The same thing is true for removing all contact method information in an entry, which means deleting that address book entry.

See Also

Defining Customer Contacts

Understanding Tasks in Mobile Applications

PeopleSoft Enterprise CRM mobile applications enable you to create and view tasks. A task enables a relationship manager to plan and manage day-to-day activities that are associated with managing an account. Examples on tasks are attending meetings, following up on prospects, or sending birthday cards to a valued customer.

See Also

Working with Tasks on a Mobile Device

Understanding Task Management

Understanding Call Reports in Mobile Applications

PeopleSoft Enterprise CRM mobile applications enable you to create and view call reports. Call reports are available both from the left navigation and in components from which they are created (company, person, lead, or opportunity).

See Also

Creating Call Reports

Understanding Products in Mobile Applications

PeopleSoft Enterprise CRM mobile applications enable you to view product information for one predefined business unit on mobile devices.

Note. Both PeopleSoft Enterprise Mobile Sales and PeopleSoft Enterprise Mobile Order Capture use products for their transactions. Although the business units that mobile applications use can be different, their business units must be referenced to the same setID for product and customer. However, the setIDs for product and customer can be different.

Object	Actions Available
Product	View product information.

See Also

Accessing Product Information

Understanding Products in PeopleSoft CRM

Working with Companies, Consumers, Contacts, Workers and Sites on a Mobile Device

This section discusses how to:

Access companies.
Access contacts and consumers.
View worker information.
Access sites.
Access My Contacts.

Note. If you enter invalid information in a company or contact record, or fail to enter required information, an error may occur during synchronization. Be sure that the information that you enter is valid for that object, and be sure to complete all required fields (marked with *).

See Also

PeopleSoft Enterprise Components for CRM 9 PeopleBook

Pages Used to Work with Companies, Consumers, Contacts, Workers, and Sites On a Mobile Device

Page Name	Object Name	Navigation	Usage
Company	RDM_COMPANY_2	CRM, Company	Add, update, or view company information.
Person	RDM_PERSON	CRM, Person	Add, update, or view contact or consumer information; view worker information
Task	RDM_COMPANY_2 RDM_PERSON RB_TSK2	CRM, Company, Task CRM, Person, Tasks CRM, My Task	Add and view task summaries. Users can view task details by clicking the corresponding button from Company or Person page. User can also view, add, or modify task from My Task list by click the task hyperlink.
Contacts	RDM_COMPANY_2	CRM, Company, Contacts	Add and view of contacts that are associated with the company. Click the name link to access the Person component for details.
Customers	RDM_PERSON	CRM, Person, Customers	View a list of companies that are associated with the person. Click the View Customer button to access the Company component for details.
Worker	RDM_WORKER	Person Select a person who is a worker and click the View Worker Information button on the Person page. My Contacts Click the View Worker Information button on the Person page. The button appears if the person being viewed is a worker.	View worker information.
Site or Sites	RDM_SITE_2 RDM_COMPANY_2	CRM, Site Access the company's Sites page	View site information.
Notes	RDM_COMPANY_2 RDM_PERSON	CRM, Company, Notes CRM, Person, Notes	Add and view notes.
Relationship Viewer	RDM_COMPANY_2 RDM_PERSON	CRM, Company, Relationship Viewer CRM, Person, Relationship Viewer	View company's or person's relationships.
360 View	RDM_COMPANY_2 RDM_PERSON	CRM, Company, 360 View CRM, Person, 360 View	View and access transactions that are associated with the company or person.
My Contacts	RDM_CONTACT_LIST	My Contacts	Add and view a list of contacts that are associated with the mobile user.

Accessing Companies

Access the Company component.

The mobile version of the Company component provides a subset of functionality that is available in its server version. Here are some of the behavior of the component when it's in mobile mode. It:

Supports global address formats.
Does not support the display of company profile information.
Does not support edits on roles, relationships, sites, purchasing options, attributes, or account information.
Does not support currency type edits.
Determines the default company currency from the user preferences.
Sets the default company setID to the default setID, as determined by the user preferences, when new companies are created.
Sets the company market to the mobile user's default market, as determined by user's user preferences, when new companies are created. If the market is not specified in user preference then GBL is the default value.

Defining Company Business Objects

Accessing Contacts and Consumers

Access the Person component to view contacts and consumers.

A person may have one or multiple roles among Contact, Consumer, and Worker roles. The Person page displays different information based on the role of the person. On the Person search page, there is an indication of the roles a person has. If a user opens a Person page and the person has multiple roles, the details that initially appear on the page are based on the setup in the Person Configuration section of the Mobile Customer Options page. However, mobile users can choose to open or add a different role to the person from the initial Person page. The setup in the Person Configuration section determines which view will show when the user adds a new person.

If a person has multiple roles, users can view the different role information using the buttons at the bottom of the Person page. For example, when users view persons with the contact role on the Person page, clicking the Edit Consumer Information link brings users to the consumer view of persons. Similarly, if users view contacts who also have the worker role, clicking the View Worker Information link transfers users to the Worker page.

For example, suppose that the person configuration is set to add new person with contact details when users click the Add button, and view contact details (if the person has the contact role) when users view persons with multiple roles. When a new person is added, it takes the contact role and users can see the Add Consumer Information button at the end of the page. If users click the button and select Yes when asked whether the current data (contact details in this case) needs to be save before proceeding, the system first saves the contact information and then creates a consumer role for the person. If users select No, the system proceeds to creating a consumer role of the person and bypasses the contact role.

Now suppose that a user wants to view an existing person. If that person has only a contact role, the person is opened in the contact view and the user can see the Add Consumer Information button at the end of the page. If the person has a consumer role, it is opened in the consumer view and the Add Contact Information button appears. If the person has a worker role, it is opened in the Worker page. The person may have two roles (both contact and consumer), in this case, the contact view of the person is displayed initially and the user sees the Edit Consumer Information button at the end of the page. In a situation where the person has three roles (contact, consumer and worker), the contact view of the person is displayed, along with the Edit Consumer Information and View Worker Information buttons on the page. Workers can only be viewed, not added on a mobile device.

The mobile version of the Person component provides a subset of functionality that is available in its server version. Here are some of the behavior of the component when it's in mobile mode. It:

Provides up to 10 user definable fields for storing additional information for a person.

The information entered here can only be viewed by the user whose account they were created from. The information can be viewed either from the server or the mobile device. The labels of those fields cannot be changed on mobile — they can be changed only from online Person page.
Does not support edits on roles, relationships, user profiles, bill payees, or purchasing options.
Does not support edits on employment or credit card information.
Does not support currency type edits.
Supports global address formats.
Sets the setID to the default setID, as determined by the users preferences, when new persons are created and the role is consumer.
Sets the market to be the default market, as determined by the user's preferences, when new persons are created. If no user preferences have been set up for the user account, then GBL is default the value.

Note. When users add new contacts to leads or opportunities on the server, make sure to perform an Update Business Data sync so the contact is downloaded to the mobile device. If users wish to add contacts and associate them with companies on the server, it is recommended that the contacts be added from the Company component on the server. Changes are displayed on mobile device after the Update Business Data sync.

Defining Mobile Customer Options

Viewing Worker Information

Access the Worker page.

The Worker page displays basic information (read-only) for workers.

See Also

Understanding Workers in CRM

Accessing Sites

Access the Site page.

The mobile version of the Site component provides a subset of functionality that is available in its server version. Here are some of the behavior of the component when it's in mobile mode. It:

Provides a button to transfer to the parent company.
Displays simple address book information.

See Also

Defining Site Business Objects

Accessing My Contacts

Access the My Contacts page.

The My Contacts list:

Provides summary information of persons (with the contact role) that are added to the list.

The My Contacts list is user specific. The list is generated through My Contacts management on the server; or users can add contacts to their lists on the mobile device using the Person component.
Does not support the ability to import contacts.

Users can add and remove contacts from their lists using the Person component. To remove a contact from the My Contacts list in the database, make sure to run the Upload Change or Update Business Data sync after the deletion to upload the change to the server database.

Note. Users can search contacts from the My Contacts list using various fields including Last Name, First Name, Title, Company that the person represents, Phone, Email address, City, State, and Postal The last column, Removed, indicates whether or not the person has been marked to be removed from the list on the mobile device.

See Also

Understanding Contact Management

Working with Address Book Entries on a Mobile Device

This section discusses how to work with address book entries on a mobile device.

Page Used to Work with Address Book Entries

Page Name	Object Name	Navigation	Usage
Contact Info	RDM_COMPANY_2 RDM_PERSON	CRM, Company, Contact Info CRM, Person, Contact Info	Work with (add, delete, and update) address book entries. Note. For sites, address book entries are read only.
Person (<role>)	RDM_PERSON	Click the Details button on the Contact Info page. Click the Add button on the Contact Info page.	Enter address book entry detail for persons.
Company	RDM_COMPANY_2	Click the Company button on the Contact Info page. Click the Add button on the Contact Info page.	Enter address book entry details for companies.

Working with Address Book Entries

Access the Contact Info page.

Entering Address Book Entry Details

Access the Company page or Person (<role>) page.

Enter contact information for persons and companies.

The default types for phone, email, and address are derived from the address book configuration (specified on the server) and are based on role (individual or organization).

Working with Tasks on a Mobile Device

This section discusses how to:

Access My Tasks.
Manage task details.
Access My Calendar.

Managing task details on a mobile device is essentially the same as on a tethered device. The only difference is that the mobile application has additional means by which the task details are accessed.

Note. After creating or modifying a task for a consumer or contact on a mobile device, make sure to perform the Update Business Data sync to ensure that the changes are reflected properly on both the server and the mobile device.

Pages Used to Work with Tasks on a Mobile Device

Page Name	Object Name	Navigation	Usage
My Tasks	RBM_TSK	My Tasks	View a list of tasks for the mobile user.
Calendar	RBM_CALANDAR	My Calendar	View users' daily, weekly or monthly calendar entries. Clicking a calendar entry link brings users to the component for which the entry is created.
Task Details	RBM_TSK	Click a task link on the My Tasks page. Select a calendar entry link created for a task on the Calendar page. Click the View Detail button on the company's and person's Task(s) (RDM_COMPANY_2 or RDM_PERSON) page. Click the Detail button on the lead's or opportunity's Task Details (RSFM_LEAD or RSFM_OPPORTUNITY) page.	Enter or maintain task details.

Accessing My Tasks

Access the My Tasks page.

The mobile version of the My Tasks component provides a subset of functionality that is available in its server version. Here are some of the behavior of the component when it's in mobile mode. Users can:

Access tasks from the My Tasks component or from leads or opportunities that are associated with the tasks.
Access the My Tasks components for both standalone and transaction-related tasks.

Users cannot delete tasks.

Managing Task Details

Access the Task Details page.

The Task Details page:

Provides links to the associated lead or opportunity for each task.

The name of the associated lead or opportunity that is displayed on the page may be truncated if it exceeds the space limitation.
Provides the ability to update tasks.
Provides the ability to add or view personal tasks.

Note. For tasks with the custom type make sure that any custom dates selected in those tasks are not the same as the start date.
Does not support the deletion of tasks.

If you select Completed or Cancelled from the Status drop-down list, or add a closed date, the task will be moved to task history for the sales transaction on the server upon synchronization.

Note that the prompt for dates always shows 31 days in a month on mobile devices. Be sure to check that the dates selected are valid before saving the tasks.

Note. For tasks with the meeting type, the Assignees section displays meeting invitees. The term assignees is synonymous with invitees. Select only Contact, Individual Consumer, or Worker as the role for assignees.

If there is more than one contact listed in tasks, users must specify the primary contact before saving the tasks.

When you create a call report from a task, the system copies any associated objects (such as lead, opportunity or company) of the task to the call report as well. At save, the system saves the SYNCID of the task to the related object table of the call report.

When you create a call report from a lead or opportunity, this lead or opportunity becomes the primary related object to the call report, and the company associated with the lead or opportunity (if any) becomes a related object also.

Accessing My Calendar

Access the Calendar page.

My Calendar:

Provides daily, weekly and monthly calendar views.
Provides access to the component for which the task is created.
Allows users to add tasks in the form of calendar entries.

See Also

Working with Tasks

Working with Call Reports on a Mobile Device

This section discusses how to work with call reports on a mobile device.

Page Used to Working with Call Reports on a Mobile Device

Page Name	Object Name	Navigation	Usage
Call Report or Call Reports	RDM_COMPANY_2 RDM_PERSON RSFM_LEAD RSFM_OPPORTUNITY	Call Report Access the Company, Person, Lead, or Opportunity component and select the Call Report(s) page.	Create or view call reports.

Page Name

Object Name

Navigation

Usage

Call Report

or Call Reports

RDM_COMPANY_2

RDM_PERSON

RSFM_LEAD

RSFM_OPPORTUNITY

Call Report
Access the Company, Person, Lead, or Opportunity component and select the Call Report(s) page.

Create or view call reports.

Creating Call Reports

Access the Call Report page.

When you create a task from a call report, the system copies any associated objects (such as lead, opportunity or company) of the call report to the task as well. At save, the system saves the SYNCID of the call report to the related object table of the task.

When you create a task from a lead or opportunity, this lead or opportunity becomes the primary related object to the task, and the company associated with the lead or opportunity (if any) becomes a related object also.

General Information

Enter information that describes the event.

Notes Summary

Enter or view notes and attachments that relate to the event.

Contacts

View the list of contacts that attended the event, or add contacts to the call report event.

Follow Up Tasks

View the list of tasks associated with the event. Before creating any new follow up tasks, you must first save the call report if it's new.

See Also

Understanding Call Reports

Working with Products on a Mobile Device

Datasets enable role-based filtering and distribution of data. You can determine the right set of products to be downloaded to different mobile devices using dataset rules.

Note. Make sure to verify the dataset rules by clicking the TEST SQL button on the Dataset Rules page. If you enter invalid product information, for example, a set of product ID range that is not in the database, no error will occur during synchronization. However, no product will be synchronized to the mobile device.

PeopleSoft delivers these dataset rules for products (dataset: MOC_PRODUCTS):

Product range.

You can restrict the range of products that can be passed to the mobile device. For example, you can specify product IDs A1000–A2999.
Product group.

You can include products from a particular product group.
Product category.

You can include products from a particular product category.
All products by a setID.

You can include all products with a particular setID.
Products for businesses.

You can include any business products.
Products for consumers.

You can include any consumer products.
Configurable products.

You can include any configurable products.
Products by market.

You can include any products for a particular market.
Products that are based on a dynamically selected business unit.

You can include products for the business unit or setID for the person who is logged on to the mobile device.

See Also

PeopleSoft Enterprise Components for CRM 9 PeopleBook, “Using Datasets”

Common Elements Used in this Section

	Indicates that the selected product is part of a dynamic product package.
	Indicates that the selected product is a configured product.

Page Used to Work with Product Information on a Mobile Device

Page Name	Object Name	Navigation	Usage
Details	MOC_PROD_DET	CRM, Product Definition, Details	View product information.
Notes	MOC_PROD_DET	CRM, Product Definition, Notes	View notes for the product.
Attachments	MOC_PROD_DET	CRM, Product Definition, Attachments	View attachments for the product.
Product Groups	MOC_PROD_DET	CRM, Product Definition, Product Groups	View groups to which the product belongs.
Relationships	MOC_PROD_DET	CRM, Product Definition, Relationships	View any related products that are associated with the product.

Accessing Product Information

Access the Product Details component.

The mobile version of the Product Definition component enables you to:

View basic product information.
View product notes and attachments.

You can click an attachment file name link and save it locally.
View product groups and relationships, if available.

Click the related product link to transfer to the Details page for that product.
Determine if the product is a package.
Determine if the product is a configured product.

See Also

Defining Product Information