Creating Records for Customers and Contacts

This chapter provides an overview of customer and contact information and discusses how to:

• Enter customer contact information.

• Enter customer feedback information.

• View customer history.

• View contact history.

• Review recent calls.

Understanding Customer and Contact Information

Oracle's PeopleSoft Staffing Front Office enables you to retrieve and update customer and contact information. You set up customers and contacts using the customer and contact pages described in the PeopleSoft Enterprise Order to Cash Common Information 9.0 PeopleBook. You enter basic identifying information, such as the customer's name and address, as well as information about credit profiles and billing profiles.

Pages specific to PeopleSoft Staffing Front Office enable you to enter other important information, such as:

• Target qualifications that are most commonly sought after by your customers and contacts.

• Target job titles for which your customers and contacts typically need staffing help.

• Peak recruiting seasons and other sales data.

Use the data that you enter in these pages to match applicants and employees with customers and contacts.

See Also

Adding General Customer Information

Entering Customer Contact Information

In PeopleSoft Staffing Front Office, contacts are the people with whom you maintain relationships. Depending on the size and locations of a customer, you may have one or dozens of people listed as your contacts.

You set up contacts using the Customers component, which is described in the Maintaining Contacts chapter of the Working with Customers and Orders PeopleBook.

See Setting Up Contacts.

Entering Customer Feedback Information

This section provides an overview of customer feedback information and discusses how to enter customer feedback information.

Understanding Customer Feedback Information

Depending on your organization's business rules and preferences, you can use the Customer Feedback page to store information about the success of a placement and the quality of an employee's work.

Before you enter information on this page, your implementation team must set up a single form or a group of forms with specific questions that address the information that you want to collect.

For example, you might want to set up a form with the following questions:

• How satisfied were you with the placement?

• Did the employee meet your expectations?

• Did this assignment meet your expectations?

Before you can access this page, you must have assigned an employee to a job order with the customer.

Customers can provide feedback any time during the assignment, not just at the end. Because feedback may be provided many times during an assignment, you can add as many rows of data as needed for the same assignment record.

Page Used to Enter Customer Feedback Information

Entering Customer Feedback Information

Access the Customer Feedback page.

To add feedback information, select an assignment from the search page and insert a new row. You can also delete rows.

To enter customer feedback information:

1. Select the SetID from the list of available entries.

2. Select the Date of Entry on which you are entering the information.

3. Select the Qualified Match check box if the person who filled the order was qualified for the assignment.

4. Select the Form Type that you want to use to enter feedback information.

5. Select the specific form that you want to use from the Form Code field.

   The system re-displays the page with a set of fields that you can then fill in. Each form has a different set of questions or fields. Your organization decides what information these forms contain.

6. Complete all the fields for which you have information and click Save.

Viewing Customer History

This section discusses how to:

• View customer history.

• View customer history details.

Pages Used to View Customer History

Viewing Customer History

Access the Review History page.

The Review History page contains a record of the critical interactions that have transpired between you and your customers. It includes data primarily from the agenda and assignment pages because these pages generate the most transactions between your customers and your staffing service. However, you can save many other types of records and events to the database and retrieve them using the normal search process.

The system generates a history item when a user completes an agenda item or clicks the Add History button.

To access the History Detail page and view additional detail for a particular item, click the View Detail link that is associated with the item.

Viewing Customer History Details

Access the History Detail page.

The layout of the History Detail page is the same for all types of history records.

See Also

Viewing and Entering History Detail

Viewing Contact History

This section discusses how to:

• View contact history.

• View contact history details.

Pages Used to View Contact History

Viewing Contact History

Access the Review History page.

The Review History page contains a record of the critical interactions that have transpired between you and your contacts. It includes data primarily from the Agenda and Assignment pages, because these pages generate the most transactions between your contacts and your staffing service. However, you can save other types of records and events to the database and retrieve them using the normal search process.

The system generates history items when agenda items are completed or a user clicks the Add History

To access the History Detail page and view additional detail for a particular transaction, click the View Detail link that is associated with the item.

Viewing Contact History Details

Access the History Detail page.

The layout of the history page is the same for all types of history records. Blank fields do not have any association to the history event.

See Also

Viewing and Entering History Detail

Reviewing Recent Calls

This section discusses how to review recent calls to customers and contacts.

Page Used to Review Recent Calls

Viewing Recent Calls to Customers and Contacts

Access the Recent Call Report - Recent Calls page.

Use this read-only page to review recent calls to customers and contacts.