PeopleSoft Enterprise Customer Relationship Management Business Object Management Preface

This preface discusses:

• PeopleSoft Enterprise Customer Relationship Management (CRM) application fundamentals.

• PeopleSoft Enterprise CRM product and item management.

• PeopleSoft Enterprise CRM automation and configuration tools.

• PeopleSoft Enterprise CRM services foundation.

• Enterprise 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 CRM Application Fundamentals

The PeopleSoft Enterprise CRM 9.1 Application Fundamentals PeopleBook contains essential information describing the setup and design of the PeopleSoft Enterprise CRM system. This book contains important topics that apply to many or all PeopleSoft applications across the PeopleSoft Enterprise CRM product line.

The PeopleSoft Enterprise CRM 9.1 Application Fundamentals PeopleBook contains these parts:

• CRM Multi-Product Foundation.

  This part discusses the design and setup of the PeopleSoft Enterprise 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 Enterprise 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 CRM 9.1 Application Fundamentals PeopleBook

PeopleSoft Enterprise CRM Product and Item Management

The PeopleSoft Enterprise CRM 9.1 Product and Item Management PeopleBook discusses how to set up products in PeopleSoft Enterprise CRM, including installed products, product packages, and products that are service offerings such as service agreements and warranties.

See Also

PeopleSoft Enterprise CRM 9.1 Product and Item Management PeopleBook

PeopleSoft Enterprise CRM Enterprise Automation and Configuration Tools

The PeopleSoft Enterprise CRM 9.1 Automation and Configuration Tools PeopleBookdiscusses automation and configuration tools that are common to multiple PeopleSoft Enterprise CRM applications. This is an essential companion to the PeopleSoft Enterprise CRM Application Fundamentals PeopleBook.

There are four parts to the PeopleSoft Enterprise CRM 9.1 Automation and Configuration Tools PeopleBook:

• 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 Enterprise CRM workflow, the Active Analytics Framework (OAF), business projects, and scripts.

• Configuration Tools.

  This part discusses configurable search pages, configurable toolbars, attributes, and industry-specific field labels and field values.

• Knowledge Management.

  This part discusses the setup of Verity search.

See Also

PeopleSoft Enterprise CRM 9.1 Automation and Configuration Tools PeopleBook

PeopleSoft Enterprise CRM Services Foundation

The PeopleSoft Enterprise CRM 9.1 Services Foundation PeopleBook discusses configuration options that are common to PeopleSoft Integrated FieldService and the PeopleSoft call center applications (PeopleSoft Support, PeopleSoft HelpDesk, and PeopleSoft HelpDesk for Human Resources).

There are four parts to the PeopleSoft Enterprise CRM 9.1 Services Foundation PeopleBook:

• Entitlement Management.

  Entitlement management enables users to manage agreements and warranties.

• Solution Management.

  Solution management enables users to establish a set of predefined solutions that can be used by call center agents and field service technicians to resolve customer problems.

• Time Management.

  Time management enables users to log time for the work performed on service order lines and cases.

• Environmental Systems 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 activity through Map Dashboard.

See Also

PeopleSoft Enterprise CRM 9.1 Services Foundation PeopleBook

Enterprise PeopleTools PeopleBooks

Cross-references to PeopleTools documentation refer to the Enterprise PeopleTools 8.50 PeopleBooks.

PeopleBooks and the Online PeopleSoft Library

A companion PeopleBook called PeopleBooks and the Online PeopleSoft Library contains general information, including:

• Understanding the PeopleSoft online library and related documentation.

• How to send PeopleSoft documentation comments and suggestions to Oracle.

• How to access hosted PeopleBooks, downloadable HTML PeopleBooks, and downloadable PDF PeopleBooks as well as documentation updates.

• Understanding PeopleBook structure.

• Typographical conventions and visual cues used in PeopleBooks.

• ISO country codes and currency codes.

• PeopleBooks that are common across multiple applications.

• Common elements used in PeopleBooks.

• Navigating the PeopleBooks interface and searching the PeopleSoft online library.

• Displaying and printing screen shots and graphics in PeopleBooks.

• How to manage the PeopleSoft online library including full-text searching and configuring a reverse proxy server.

• Understanding documentation integration and how to integrate customized documentation into the library.

• Glossary of useful PeopleSoft terms that are used in PeopleBooks.

See Also

PeopleBooks and the PeopleSoft Online Library Preface

Accessing PeopleBooks and the PeopleSoft Online Library

Understanding PeopleBooks

Using PeopleBooks

Managing the PeopleSoft Online Library and PeopleBooks

Customizing the PeopleSoft Online Library

Application Abbreviations

Glossary of PeopleSoft Enterprise Terms