Integrating with PeopleSoft CRM

This section provides an overview and discusses integrating PeopleSoft SCM applications with PeopleSoft CRM.

Understanding PeopleSoft SCM Integration with PeopleSoft CRM

You use EIPs to seamlessly integrate your (SCM) applications to PeopleSoft (CRM). While you can use these EIPs to integrate with other technologies, your setup steps can be different if you are integrating to PeopleSoft CRM.

Setting Up CRM EIPs

In general, you need to follow a few more steps used to set up EIPs to integrate with PeopleSoft CRM. These steps are unique to each EIP, and thus are found in the PeopleSoft SCM application documentation for each individual EIP. However, some EIPs use different service operations to integrate with PeopleSoft CRM than to other systems. For example, Item Master uses the ITEM_CRM_SYNC_EFF service operation to integrate with PeopleSoft CRM, and ITEM_SYNC or ITEM_SYNC_EFF to integrate with other applications such as a Warehouse Management System.

Processing Inbound CRM EIPs

In general, you follow a few different steps when subscribing to CRM EIPs.

You load inbound XML-based transactions into the PeopleSoft system using subscription processes that are automatically initiated by PeopleSoft's Integration Broker functionality. Once loaded, the system validates the information and if no errors are found, updates the appropriate PeopleSoft application tables. If errors are found, then the data may be corrected and resubmitted for processing.

Processing Outbound CRM EIPs

You can publish outbound XML-based service operations from different points in the system using PeopleSoft's messaging capabilities. If you are publishing an entire table such as items or customers, you use the one time full data publish utility. If you are publishing incremental update service operations, the system automatically publishes service operations with the data when you save the appropriate component.

Common Object Integrations

This section discusses integration of common objects

Syncing Customers, Contacts, and Products

You synchronize products, customers, and contacts by performing a full table publish to the PeopleSoft Order Capture system. PeopleSoft SCM provides updates to the subscribing system with incremental service operations. Products should be maintained in PeopleSoft SCM and published to PeopleSoft CRM. Customers and Contacts may be maintained in both PeopleSoft SCM and CRM.

PeopleSoft Order Management Integration with PeopleSoft Order Capture

PeopleSoft Order Management and PeopleSoft Order Capture sync customer, contact, and product information. They also sync sales order data.

Submitting Quotes

PeopleSoft Order Capture submits a quote (CRM_QUOTE), which is transformed into a subscribe service operation (SALES_CRM_QUOTE_LOAD) to PeopleSoft Order Management. PeopleSoft Order Management sends an acknowledgement of this quote (SALES_QUOTE_NOTICE) to PeopleSoft Order Capture.

Submitting an Order

PeopleSoft Order Capture submits an order (CRM_SALES_ORDER), which is transformed into a subscribe service operation (SALES_CRM_ORDER_LOAD) to PeopleSoft Order Management. PeopleSoft Order Management sends a Sales Order Acknowledgement to PeopleSoft Order Capture.

Maintaining Existing Orders

PeopleSoft Order Capture sends order changes (CRM_SALES_ORDER_CHANGE) which are transformed into a subscribe message (SALES_CRM_ORDER_CHANGE_LOAD) to PeopleSoft Order Management. PeopleSoft Order Management sends an order change acknowledgement (SALES_ORDER_CHANGE_NOTICE) to PeopleSoft CRM.

Checking Order Status

PeopleSoft Order Capture requests current order and order line status (CRM_ORDER_STATUS), transformed into a service operation (SCM_GET_ORD_STATUS) in PeopleSoft Order Management. PeopleSoft Order Management sends back the order status (SALES_ORDER_STATUS) to PeopleSoft Order Capture.

Checking Product Availability

PeopleSoft Order Capture requests product availability information (SCM_GET_PROD_AVAIL) from PeopleSoft SCM.

Shipping an Order

PeopleSoft Order Capture receives advanced shipping notices (ADVANCED_SHIPPING_NOTICE) from PeopleSoft Inventory.

PeopleSoft Billing Integration with PeopleSoft CRM 360 Degree View

PeopleSoft CRM requests and receives invoice information from PeopleSoft Billing.

PeopleSoft SCM Integration with PeopleSoft FieldService

PeopleSoft FieldService requires real-time item balance and availability checks with PeopleSoft Inventory and Purchasing. Inventory sends information to FieldService, including Inventory business units as storage locations for field service trucks and items.

Using CRM EIPs

You use individual EIPs to integrate SCM applications with CRM applications.

CRM EIPs

You can use the following EIPs to integrate with PeopleSoft CRM:

EIP	Technical Name	Functional Definition	SCM Application	CRM Application	Reference
Advanced Shipping Notice	ADVANCED_SHIPPING_NOTICE	Inventory sends PeopleSoft CRM notification that sales orders have been shipped.	Inventory	FieldService, Order Capture	PeopleSoft Enterprise Integrated FieldService 9.0 PeopleBook See Advanced Shipping Notice EIP.
Bill Source	BILL_SOURCE_FULLSYNC BILL_SOURCE_SYNC	Syncs bill source information with PeopleSoft CRM.	Billing		PeopleSoft Enterprise CRM 9.0 Application Fundamentals PeopleBook See Integrating PeopleSoft CRM with Billing.
Bill Type	BILL_TYPE_FULLSYNC BILL_TYPE_SYNC	Syncs bill type information with PeopleSoft CRM	Billing		PeopleSoft Enterprise CRM 9.0 Application Fundamentals PeopleBook See Integrating PeopleSoft CRM with Billing.
Contact	CONTACT_SYNC_EFF, CONTACT_FULLSYNC_EFF	Syncs contact information with PeopleSoft CRM.	SCM	CRM Common	PeopleSoft Enterprise CRM 9.0 Application Fundamentals PeopleBook See Maintaining Contacts.
CRM 360 Degree View	BI_EIP360_REQ BI_EIP360_RSP	CRM requests billing information (bills) from PeopleSoft Billing to display in the 360-Degree View. PeopleSoft Billing responds with the billing information requested from the PeopleSoft CRM 360-Degree View	Billing	CRM Common	PeopleSoft Enterprise CRM 9.0 Application Fundamentals PeopleBook See Integrating PeopleSoft CRM with Billing.
Customer	CUSTOMER_FULLSYNC, CUSTOMER_SYNC	Syncs customer information with PeopleSoft CRM.	SCM	CRM Common	PeopleSoft Enterprise CRM 9.0 Application Fundamentals PeopleBookk See Understanding Enterprise Integration Points.
Customer Group	CUSTOMER_GROUP_FULLSYNC, CUSTOMER_GROUP_SYNC	Syncs customer group information with PeopleSoft CRM.	SCM	CRM Common	PeopleSoft Enterprise CRM 9.0 Application Fundamentals PeopleBook See Understanding Enterprise Integration Points.
InterUnit Receipt	INTERUNIT_RECEIPT	Updates the status of interunit receipts to indicate whether the quantity on the receipt has been received.	Inventory	FieldService	PeopleSoft Enterprise Integrated FieldService 9.0 PeopleBook See Staging Interunit Transfers Using an Electronic Data Collection System.
Inventory Adjustment	INVENTORY_ADJUSTMENT	Loads inventory adjustments.	Inventory	FieldService	PeopleSoft Enterprise Integrated FieldService 9.0 PeopleBook See Making Adjustments Using the Inventory Adjustments EIP.
Inventory Item Balance	IN_ITEM_BALANCES	Queries inventory item balance.	Inventory	FieldService	PeopleSoft Enterprise Integrated FieldService 9.0 PeopleBook
Item Master	ITEM_CRM_FULLSYNC_EFF, ITEM_CRM_SYNC_EFF	Syncs item information with PeopleSoft CRM.	Inventory	FieldService	PeopleSoft Enterprise Integrated FieldService 9.0 PeopleBook See Setting Up the Item Master EIP.
Order Status	OM_ORDER_STATUS	Order Capture requests current order and order line status from Order Management.	Order Management	Order Capture	PeopleSoft Enterprise CRM 9.0 Order Capture Applications PeopleBook
Product	PRODUCT_GROUP_FULLSYNC, PRODUCT_SYNC	Syncs product information with PeopleSoft CRM.	Order Management	Order Capture	PeopleSoft Enterprise CRM 9.0 Order Capture Applications PeopleBook See Understanding Product Load EIPs.
Product Configurator Data Sync	CP_CONSTANT_FULLSYNC, CP_CONSTRAINT_FULLSYNC, CP_EXPRESSION_FULLSYNC, CP_GLOBAL_FULLSYNC, CP_INTRN_VAR_FULLSYNC, CP_MATRIX_FULLSYNC, CP_MESSAGED_FULLSYNC, CP_MULTOP_FULLSYNC, CP_OPTION_FULLSYNC, CP_PRINTCD_FULLSYNC, CP_RULE_FULLSYNC, CP_SECONDARY_FULLSYNC, CP_TEMPLATE_FULLSYNC, CP_TREE_FULLSYNC, CP_VALUE_LIST_FULLSYNC	Syncs configuration information with PeopleSoft CRM.	Product Configurator	Order Capture	PeopleSoft Enterprise CRM 9.0 Order Capture Applications PeopleBook See Synchronizing PeopleSoft Product Configuration Data.
Product Availability	PSPRODAVAIL	Order Capture queries product availability from Order Management.	Inventory	Order Capture	PeopleSoft Enterprise CRM 9.0 Order Capture Applications PeopleBook See Providing Item Availability Checks to Third-Party Systems.
Product Group	PRODUCT_GROUP_FULLSYNC, PRODUCT_SYNC	Syncs product group information with PeopleSoft CRM.	Order Management	Order Capture	PeopleSoft Enterprise CRM 9.0 Order Capture Applications PeopleBook See Understanding Product Load EIPs.
Purchase Order and Interunit Transfer Information	RF_GETPOIUT	Queries PO and IUT Information from CRM	Inventory	FieldService	PeopleSoft Enterprise Integrated FieldService 9.0 PeopleBook
Purchase Order Receipt	PURCHASE_ORDER_RECEIPT	Updates the status of purchase order receipts to indicate whether the quantity on the receipt has been received.	Purchasing	FieldService	PeopleSoft Enterprise Integrated FieldService 9.0 PeopleBook See Receiving Shipments.
Purchase Order Requisition	PURCHASE_ORDER_REQUISITION_CRM	Loads requisition data from PeopleSoft CRM.	Purchasing	CRM Common	PeopleSoft Enterprise CRM 9.0 Application Fundamentals PeopleBook See Creating Requisitions Online.
Sales Order	PSGETID	Order Capture calls this EIP to get the next order number from OM.	Order Management	Order Capture	PeopleSoft 9.0 CRM Collaborative Selling PeopleBook See Using Sales Order and Quotation Enterprise Integration Points.
Sales Order Acknowledgement	SALES_ORDER_ACKNOWLEDGEMENT	Order Management publishes an acknowledgement indicating that an order has been received.	Order Management	Order Capture	PeopleSoft Enterprise CRM 9.0 Order Capture Applications PeopleBook See Using Sales Order and Quotation Enterprise Integration Points.
Sales Order Change	SALES_CRM_ORDER_CHANGE_LOAD	Order Management publishes an acknowledgement of changes made to an order that was created using the Sales Order or CRM Sales Order message.	Order Management	Order Capture	PeopleSoft Enterprise CRM 9.0 Order Capture Applications PeopleBook See Using Sales Order and Quotation Enterprise Integration Points.
Sales Order Load	SALES_CRM_ORDER_LOAD, SALES_CRM_QUOTE_LOAD	Order Management loads sales order header, line and shipment information from Order Capture.	Order Management	Order Capture	PeopleSoft Enterprise CRM 9.0 Order Capture Applications PeopleBook See Using Sales Order and Quotation Enterprise Integration Points.
Sales Order Notice	SALES_ORDER_CHANGE_NOTICE	Dispatches a sales order.	Order Management	Order Capture	PeopleSoft Enterprise CRM 9.0 Order Capture Applications PeopleBook See Using Sales Order and Quotation Enterprise Integration Points.
Sales Order Status	SALES_ORDER_STATUS	Publish sales order information, including the order tracking status.	Order Management	Order Capture	PeopleSoft Enterprise CRM 9.0 Order Capture Applications PeopleBook See Using Sales Order and Quotation Enterprise Integration Points.
Sales Quote Notice	SALES_QUOTE_NOTICE	Order Management sends a quote acknowledgement to Order Capture.	Order Management	Order Capture	PeopleSoft Enterprise CRM 9.0 Order Capture Applications PeopleBook See Using Sales Order and Quotation Enterprise Integration Points.
Standard Note	STD_NOTE_FULLSYNC, STD_NOTE_SYNC	Syncs standard note information with PeopleSoft CRM.	Order Management	CRM Common	PeopleSoft Enterprise CRM 9.0 Application Fundamentals PeopleBook See Setting Up Standard Notes.
Tax Codes	TAX_HEADER_TBL_FULLSYNC	Syncs tax code information with PeopleSoft CRM	Billing		PeopleSoft Enterprise CRM 9.0 Application Fundamentals PeopleBook See Integrating PeopleSoft CRM with Billing.