PeopleSoft Enterprise CRM 9.1 Call Center Applications PeopleBook

PeopleSoft Enterprise CRM Call Center Applications Preface

This preface discusses:

PeopleSoft Enterprise CRM application fundamentals.
PeopleSoft Enterprise CRM call center applications.
PeopleSoft Enterprise CRM automation and configuration tools.
PeopleSoft Enterprise CRM services foundation.
PeopleTools PeopleBooks.

Note. All information contained in this PeopleBook is also applicable to PeopleSoft Enterprise CRM for High Technology.

PeopleSoft Application Fundamentals

The PeopleSoft Enterprise CRM 9.1 Call Center Applications PeopleBook provides implementation and processing information for your PeopleSoft Support and HelpDesk applications. However, additional essential information describing the setup and design of your system appears in a companion volume of documentation called PeopleSoft Enterprise CRM 9.1 Application Fundamentals PeopleBook. Each PeopleSoft product line has its own version of this documentation.

PeopleSoft Enterprise CRM 9.1 Application Fundamentals PeopleBook consists of important topics that apply to many or all PeopleSoft applications across the CRM product line. Whether you are implementing a single application, some combination of applications within the product line, or the entire PeopleSoft 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.

PeopleSoft Enterprise CRM Call Center Applications

The PeopleSoft Enterprise CRM 9.1 Call Center Applications PeopleBook discusses five distinct applications to provide complete call center management for your internal and external customers: PeopleSoft Enterprise Support, HelpDesk (IT), HelpDesk for Human Resources, Quality Management and Change Management.

To help you take full advantage of the common foundation for these call center applications, the information in this PeopleBook encompasses all five applications. Common functionality is documented once, and differences between the applications are clearly noted.

PeopleSoft CRM Automation and Configuration Tools

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

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

Correspondence management.

This part discusses manual notifications and correspondence requests.
Automation tools.

This part discusses PeopleSoft CRM workflow, Active Analytics Framework (AAF), 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.
Delivered Active Analytics Framework

This part discusses the delivered terms, trigger points, contexts, action points and policies that invoke actions based upon the evaluation of user-defined business rules.

See PeopleSoft CRM Automation and Configuration Tools Preface.

PeopleSoft CRM Services Foundation

The PeopleSoft Enterprise CRM 9.1 Services Foundation PeopleBook discusses configuration options that are common to PeopleSoft Enterprise Integrated FieldService, Order Capture, and the call center applications.

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

Solution Management.

Solution management enables users to establish a set of predefined solutions that call center agents and field service technicians can use to resolve customer problems.
Transaction Billing Processor Integration.

PeopleSoft Transaction Billing Processor enables PeopleSoft FieldService, Support, and Order Capture to integrate with PeopleSoft Billing and General Ledger through the use of the PeopleSoft Enterprise Contracts architecture. The integration enables PeopleSoft CRM users to bill and book revenue for recurring, one-time, and on-demand services.
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 activities through the Map Dashboard.

See PeopleSoft Enterprise CRM 9.1 Services Foundation PeopleBook.

PeopleTools PeopleBooks

For 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.