PeopleSoft Enterprise CRM 9.1 Call Center Applications PeopleBook

Setting Up Call Center Prompt Tables

This chapter provides an overview of the call center prompt tables, lists common elements, and discusses how to:

Set up basic prompt tables for cases.
Set up problem codes for PeopleSoft Support material returns.
Set up reason codes.
Set up case relationship types and labels.
Set up case matching criteria to identify possible duplicate cases.

Note. Call Center prompt tables refer to a group of relatively simple setup tables that hold the values for various drop-down list box fields in the Case component.

See Also

Understanding Link Setup

Understanding Call Center Prompt Tables

This section discusses:

Call center prompt tables.
Delivered values in call center prompt tables.

Call Center Prompt Tables

This section explains the different types of prompt tables that you must set up for all core call center application prompt tables.

Prompt Tables for All Cases

To get your PeopleSoft CRM call center application up and running, define values for these fields:

Case Status (required)
Case Type
Impact
Priority
Urgency
Severity
Source
Category, Specialty Type, and Details
Problem Type
Quick Code

Each quick code may be associated with values from one to up to over twenty different case fields. Values referenced by a currently active quick code cannot be deleted. When an agent enters a quick code on the Case page, the system automatically enters all of the related data. It does not save the quick code to the case.

Problem types are defined by the product for which a case is being created. Use problem types to associate products with the competencies that one needs to resolve a problem. Because Problem Type is a child of Product, the Problem Type field on the Case page derives its values from Product. The Product must be set up before Problem Type. Competencies for Problem Type are not restricted, however.

See Setting Up Products.

Problem Codes for PeopleSoft Support Material Returns

This topic is specific to PeopleSoft Support.

Problem codes identify why a customer is returning stock on return material authorizations (RMAs) created in PeopleSoft Support. If your PeopleSoft Support system is integrated with PeopleSoft Inventory, the problem codes that you select on RMAs must match reason codes defined in PeopleSoft Inventory. In addition, the matching reason codes in PeopleSoft Inventory must be defined with a reason type of Return Material Authorization. When the RMA is staged in PeopleSoft Inventory, the problem code is used as the reason code. If the reason code on the RMA form does not exist in PeopleSoft Inventory, the system logs an error when the RMA EIP (return material authorization enterprise integration point) application message is processed.

See Setting Up Problem Codes for Material Returns.

Reason Codes

Enter reason codes to define reasons for various actions. Reason types are associated with a reason code and include:

Reasons why a person has been associated with a case as an interested party.
Reasons why a self-service user is closing a case.
Reasons why a self-service user is reopening a case.
Reasons for billing adjustments. (Used with billing contract integration.)

See Setting Up Reason Codes.

Case Relationship Types

Cases can be related to each other for many reasons. Here are some examples:

A global case affects many people, but one resolution solves the problem for everybody.

Suppose that your website is down because of a problem with the web server. Many people are reporting the same problem. You only need to fix the problem once to resolve everyone's problem. Create a global case for the problematic web server and child cases (sometimes called tickets) where each person is reporting the problem. Maintain a parent-child relationship between the global case and all of the tickets. Based on this relationship, you can close all of the child tickets once the global case is closed.

See Setting Up Case Relationship Types and Labels.
A common case affects many people, but each affected person requires a separate resolution.

Suppose that a software bug is causing problems. Again, many people are reporting the problem, but this time each individual must apply a software patch. Create a common case to track the problem and create child cases for each individual reporting the problem. Based on this relationship, you can track the effect of the problem across your organization. This common-case parent-child relationship differs from the web server global case because you do not want to close the child cases when the common case is closed.
A similar case helps an agent to resolve another case.

Suppose that two people have reported problems with their desktop computers. The problems sound similar, and each assigned agent wants to monitor activity on the other case. Similar cases are functionally related, but they do not have a hierarchical relationship.

Other kinds of cases include cause-and-effect and case relationships that can occur in your business operating environment.

Establish valid case relationship types on the Case Relationship Type page. Each relationship is marked as hierarchical or equivalent (non-hierarchical). Each case in a relationship has a relationship label. If the relationship is hierarchical, separate labels exist for the parent case and the child case. If the relationship is equivalent, only one valid label exists.

If the case is not a hierarchical relationship, the Relationship field controls how the relationship is described on the Related Cases page. If you look at either one of the related cases, the Relationship field displays the equivalent label.

See Also

Managing Cases

Processing Cases

Managing Material Returns

Using Change Management

Working with Self-Service Application Transactions

Integrating with PeopleSoft Applications

PeopleSoft Enterprise Application Fundamentals PeopleBook (Financials)

Delivered Values in Call Center Prompt Tables

This section discusses delivered relationship types. All of these values are associated with the SHARE setID.

These values are used in Active Analytics Framework (AAF) policies. For example, the PeopleSoft system delivers AAF policies to cascade case statuses and to send notifications to owners of related cases when a case status changes. If you use the delivered policies, you must use the delivered values or change the event processing rules to reference new values.

Relationship Types

This table lists the delivered relationship types:

Type	Hierarchical	Short Name	Labels
COMMO	Yes	Common	Parent, Child
DUP	Yes	Duplicate	Original, Duplicate
EQUAL	No	Equivalent	(none)
GLOBE	Yes	Global	Parent, Child

See Also

Understanding AAF

Common Elements Used in this Chapter

SetID	Except for quick codes, which are associated with business units, all of the prompt tables described in this chapter are associated with setIDs. This association enables you to set up different sets of values for different call center business units. If you're setting up one set of values for all of your call centers, use the same setID for all of the values. If you're setting up different sets of values for different call centers, enter the appropriate setID for each value.
Self-Service	Select this check box to inform the system as to which values or fields self-service application users can select when creating new cases. Select this check box to allow self-service application users to select priorities of Low and Standard, but not High. This check box does not affect the self-service application users' ability to see the value when viewing an existing case; it only affects their ability to select the value when creating a new case. This check box is relevant only for fields that self-service application users can edit.
Short Name	Enter a short name that describes the value to users of the Case page. Note. Although you can enter up to 20 characters, names longer than 15 characters might be truncated in the drop-down list boxes on the Case page.
Self-Service Description	Enter a description regardless of whether the Self-Service check box is selected. This entry describes the value to self-service application users. Even if users cannot select a value (the behavior controlled by the check box), they still may be able to view it. If you don't enter a description, the system copies the short description to this field when you save the page. If the value appears on any of the self-service pages, the self-service description appears instead of the regular short description.
Long Description	Enter a long name, up to 50 characters, that describes the value.
Effective Date	Enter the effective date of the value. Most prompt table values are not effective-dated; only quick codes and reason codes have effective dates.
Status	Select a status to determine whether an effective-dated item (a quick code or a reason code) is active or inactive as of the associated effective date.

Setting Up Basic Prompt Tables for Cases

To set up basic prompt tables for cases, use the Quick Code (RC_QUICK_CODE), Source (RC_SOURCE), Severity (RC_SEVERITY), Priority (RC_PRIORITY), Case Type (RC_CASE_TYPE), Case Status (RC_STATUS), Category/Type/Detail (RC_CTD_DEFINE), Combine Category/Type/Detail (RC_CTD_COMBINE) and Impact (RC_IMPACT) components.

This section lists prerequisites and discusses how to:

Set up case statuses.
Set up case types.
Set up case priorities.
Set up case urgency values.
Set up case severity values.
Set up impact values.
Set up case sources.
Set up problem types.
Set up individual case categories, speciality types and details.
Set up combinations of case categories, speciality types and details.
Set up quick codes.

Prerequisites

Before you set up the prompt tables for your call center application, consider the following:

Before you set up quick codes, set up all of the values to be referenced by the quick code.

Quick codes may reference most of the other setup values discussed in this section.
You must set up your products before you can set up problem types.
If you want to use competencies in case assignment, establish competencies before you set up the Category, Specialty Type, Detail, and Problem Types pages.

See Also

Managing Solutions

Defining Workers

Setting Up and Maintaining Provider Groups and Group Members

Setting Up Competency Information in PeopleSoft CRM

Pages Used to Set Up Prompt Tables for All Cases

Page Name	Definition Name	Navigation	Usage
Case Status	RC_STATUS	Set Up CRM, Product Related, Call Center, Case Status, Case Status	Set up case status values.
Case Type	RC_CASETYPE	Set Up CRM, Product Related, Call Center, Case Type, Case Type	Set up case type values.
Priority	RC_PRIORITY	Set Up CRM, Product Related, Call Center, Priority, Priority	Set up case priority values.
Urgency	RC_URGENCY	Set Up CRM, Product Related, Call Center, Urgency, Urgency	Set up case urgency values.
Severity	RC_SEVERITY	Set Up CRM, Product Related, Call Center, Severity, Severity	Set up case severity values.
Impact	RC_IMPACT	Set Up CRM, Product Related, Call Center, Impact, Impact	Set up impact values.
Source	RC_SOURCE	Set Up CRM, Product Related, Call Center, Source, Source	Set up valid methods people can use to report cases. You can track cases that are created through self-service or cases that are initially created by your computer and telephony integration system.
Problem Type	RC_PROBTYPE	Set Up CRM, Product Related, Call Center, Problem Type, Problem Type	Set up problem types. Associate problem types to products and the competencies that one would need to resolve the particular problem.
Category	RC_CTD_CATEGORY	Set Up CRM, Product Related, Call Center, Category/Type/Detail, Category	Set up case category values.
Category Competencies	RC_CTD_CAT_COMP	Set Up CRM, Product Related, Call Center, Category/Type/Detail, Category Competencies	Set up case category competency values.
Specialty Type	RC_CTD_TYPE	Set Up CRM, Product Related, Call Center, Category/Type/Detail, Type.	Set up case specialty types.
Specialty Type Competencies	RC_CTD_TYPE_COMP	Set Up CRM, Product Related, Call Center, Category/Type/Detail, Type Competencies.	Set up case specialty type competencies.
Detail	RC_CTD_DETAIL	Set Up CRM, Product Related, Call Center, Category/Type/Detail, Detail.	Set up case details.
Detail Competencies	RC_CTD_DETAIL_COMP	Set Up CRM, Product Related, Call Center, Category/Type/Detail, Detail Competencies.	Set up case detail competencies.
Combine Category/Type/Detail	RC_CTD_COMBINE	Set Up CRM, Product Related, Call Center, Category/Type/Detail, Combine Category/Type/Detail.	Set up valid combinations of category, specialty type, and detail.
Combine Category/Type/Detail: Competencies	RC_CTD_COMP	Set Up CRM, Product Related, Call Center, Category/Type/Detail, Combine Category/Type/Detail. Click the Competencies button for the desired Category/Type/Detail Result grid row.	View and edit competencies linked to the category, specialty type and detail associated with row of the grid from which the user clicked the Competencies button.
Quick Code	RC_QUICK_CODE	Set Up CRM, Product Related, Call Center, Quick Code, Quick Code	Set up quick code shortcuts that an agent can use to enter data automatically into various fields on the Case page.

Setting Up Case Statuses

Access the Case Status page (Set Up CRM, Product Related, Call Center, Case Status, Case Status).

Category

Select a case category value for each case status. This value drives many of your call center metrics. Because the actual status values vary by implementation, certain system processing is based on the category field rather than the actual case status. All statuses fall into one of these categories:

Open: Case needs to be resolved.

Closed: Case is resolved and no further work is necessary.

Canceled: Case is not resolved, but there is no longer any need to resolve the case.

On-Hold: Case is on-hold, and the case needs to be resolved.

Billable

Select if you bill for support and integrate your CRM data with a PeopleSoft or third-party billing system.

Case Closure

Transaction Billing Processor Integration

Setting Up Case Types

Access the Case Type page (Set Up CRM, Product Related, Call Center, Case Type, Case Type).

Enter descriptions for the Case Type, Self-Service Description, Long Description, and Short Name fields. Select the Self-Service check box if the case type will be used in the self-service application.

VAT Defaults	Click this link to access the VAT Defaults Setup page. This is a common page that is used to set up value-added tax (VAT) defaults for all PeopleSoft applications that process VAT transactions. Use this page to define VAT defaults for service groups according to VAT registration country and state. The system displays VAT defaults and Service VAT Treatment defaults only when the integration to PeopleSoft Transaction Billing Processor is installed.
Service VAT Treatment Defaults	Click this link to access the Service VAT Treatment Drivers Setup page. This common page is used to set up VAT services treatment for all PeopleSoft applications that process VAT transactions. If you are required to implement special handling for services, you can specify VAT service treatment defaults for service groups on this page for a supplier's (seller's) location country and state.
Case Subtypes	Use the fields in this section to enter descriptions of the case subtype that you want to associate with the case type that is described in the Case Type field.

See Also

PeopleSoft Enterprise Global Options and Reports PeopleBook, “Working with Value Added Taxes (VAT)”

Setting Up Case Priorities

Access the Priority page (Set Up CRM, Product Related, Call Center, Priority, Priority).

Category

Select the category that you want the system to associate with the entry in the Priority field. All priority values are associated with a priority category. Values include High, Medium, and Low. The association between a priority and a priority category enables the display of the High Priority Problem Reports chart to help identify high-priority cases.

Self-Service Description

Enter the descriptions of the priorities as you want them to appear on the self-service page of your call center application.

Use the priority values to indicate how quickly a problem or case must be fixed.

Setting Up Case Urgency Values

Access the Urgency page (Set Up CRM, Product Related, Call Center, Urgency, Urgency).

Self-Service Description

Enter the descriptions of the urgency values as you want them to appear on the self-service page of your call center application.

Use the urgency values to indicate the business impact of the case or issue.

Setting Up Case Severity Values

Access the Severity page (Set Up CRM, Product Related, Call Center, Severity, Severity).

Select the Self-Service check box if you want the value for the severity to appear on the self-service page of your call center application. Use the Self-Service Description field to enter a description of the severity that self-service users will understand.

Setting Up Impact Values

Access the Impact page (Set Up CRM, Product Related, Call Center, Impact, Impact).

To enter a new impact, click the Add a new row button. Enter a code to represent the effect in the Impact field. Then enter descriptions of the effect in the Short Name, Self-Service Description, and Long Description fields.

Setting Up Case Sources

Access the Source page (Set Up CRM, Product Related, Call Center, Source, Source).

Enter descriptions for the various sources that you use to collect information for your call center applications.

Setting Up Problem Types

Access the Problem Type page (Set Up CRM, Product Related, Call Center, Problem Type, Problem Type).

Problem Type

Problem Type

Enter an abbreviation to represent the problem type. Abbreviations can be no longer than five characters.

Problem Type Competency Information

Description	Select the competency needed to resolve the problem.
Minimum Level	Select the minimum skill level that a person would need to resolve the problem for the selected competency.
Weight	Select the level of importance that you want to assign to the competency. The system uses this weighting factor during the assignment process to locate the best person available to resolve the problem.

Setting Up Case Categories

Access the Category page (Set Up CRM, Product Related, Call Center, Category/Type/Detail, Category).

To enter a new category, click the Add a new row button. Enter a code in the Category field, then enter descriptions in the Short Name, Self-Service Description, and Long Description fields.

Select the Self-Service check box if the category will be used in the self-service application. Note that if Self-Service is not installed, the Self-Service check box and Self-Service Description, field will be hidden.

Setting Up Case Category Competencies

Access the Category Competencies page (Set Up CRM, Product Related, Call Center, Category/Type/Detail, Category Competencies).

Category Competency Information

Description	Select the competency needed to resolve problems for the displayed category.
Minimum Level	Select the minimum skill level that a person would need to resolve the problem for the selected competency.
Weight	Select the level of importance that you want to assign to the competency. The system uses this weighting factor during the case assignment process to locate the best person available to resolve the problem.

Setting Up Case Specialty Types

Access the Type page (Set Up CRM, Product Related, Call Center, Category/Type/Detail, Type).

Note. Though this page is simply entitled Type, be aware that it refers to Specialty Type (do not confuse it with the Case Type page).

To enter a new specialty type, click the Add a new row button. Enter a code in the Specialty Type field, then enter descriptions in the Short Name, Self-Service Description, and Long Description fields.

Select the Self-Service check box if the specialty type will be used in the self-service application. Note that if Self-Service is not installed, the Self-Service check box and Self-Service Description, field will be hidden.

Setting Up Case Specialty Type Competencies

Access the Type Competencies page (Set Up CRM, Product Related, Call Center, Category/Type/Detail, Type Competencies).

Specialty Type Competency Information

Description	Select the competency needed to resolve problems for the displayed specialty type.
Minimum Level	Select the minimum skill level that a person would need to resolve the problem for the selected competency.
Weight	Select the level of importance that you want to assign to the competency. The system uses this weighting factor during the case assignment process to locate the best person available to resolve the problem.

Setting Up Case Details

Access the Detail page (Set Up CRM, Product Related, Call Center, Category/Type/Detail, Detail).

To enter a new detail, click the Add a new row button. Enter a code in the Detail field, then enter descriptions in the Short Name, Self-Service Description, and Long Description fields.

Select the Self-Service check box if the detail will be used in the self-service application. Note that if Self-Service is not installed, the Self-Service check box and Self-Service Description, field will be hidden.

Setting Up Case Detail Competencies

Access the Detail Competencies page (Set Up CRM, Product Related, Call Center, Category/Type/Detail, Detail Competencies).

Detail Competency Information

Description	Select the competency needed to resolve problems for the displayed detail.
Minimum Level	Select the minimum skill level that a person would need to resolve the problem for the selected competency.
Weight	Select the level of importance that you want to assign to the competency. The system uses this weighting factor during the case assignment process to locate the best person available to resolve the problem.

Setting up Valid Category, Type and Detail Combinations

Access the Combine Category/Type/Detail page (Set Up CRM, Product Related, Call Center, Category/Type/Detail, Combine Category/Type/Detail).

Use this page to link specialty types and details to each desired category. When a user selects a category value on the case page, only the specialty type entries linked to that category will be available on the case page specialty type drop-down. Similarly, when a user selects a category and specialty type on the case page, only the details linked to those two fields will be displayed in the detail drop-down.

To search for existing combinations, enter your search criteria and click the Search button.

To enter a new combination, click the Add a new row button (the grid row button with a plus sign) within the Category/Type/Detail Result grid.

Use Saved Search	Select a set of saved search criteria that you wish to execute.
Save Search Criteria	Click this link to name and save a set of search criteria for future use.
Delete Saved Search	Click this link to delete an existing saved set of search criteria.

Category/Type/Detail Result

Category Description	Select the category for which you wish to define valid specialty types and details
Specialty Type	Select a specialty type that you wish to make available for the specified category value.
Detail	Select a detail that you wish to make available for the specified category and specialty type values.
Start Date	Enter the start date on which the specified category, specialty type and detail value combination will become valid.
End Date	The date after which the specified category, specialty type and detail value combination will no longer be valid. Cases created after this date will no longer be able to use this combination. Users do not enter end dates directly into the grid: end dates are displayed after a user selects one or more rows and clicks the Inactivate button.
Status	Shows the status of a particular combination defined on a row in the grid. Users do not enter values for this field: the status value displayed is based on the start and end dates in effect for that row. Rows with a start date greater than the current date are considered to be in Pending status, indicating that these combinations are not yet available on cases. Rows with an end date less than the current date are considered to be in Inactive status, and are not available to new cases. Rows whose start date precedes the current date and whose end date is either blank or greater than the current date are considered Active.
(Competencies)	Click this button to view the competencies for the category, specialty type and detail listed on the row. Note. This button is only visible if there competencies exist for at least one of the category, specialty type or detail definitions listed in the search results.
Clone	Click this button to clone the selected row(s) from the grid. You will be prompted to select which field(s) you do not wish to have cloned from the specified source row(s), since you must specify at least one value on the new row that is different from the source row. For example, users who wish to define multiple valid detail entries for a given category and specialty type may find it convenient to clone an existing row for that category and specialty type and simply add the desired detail value.
Update Start Date	Users may select multiple rows in the grid and update the valid start date for those rows by clicking this button and specifying the new desired start date.
Inactivate	Click this button to inactivate the selected row(s) from the grid. All selected rows will be given an end date equal to the current date, and the corresponding category, specialty type and detail combinations will no longer be available on cases opened after that date. Note that a combination cannot be inactivated if it is currently used by an open case, a case default, a quick code or an AAF policy action.
Reactivate	Click this button to reactivate the selected row(s) from the grid. All selected rows will be given a blank end date and a start date equal to the current date.
Delete	Use this button to delete the selected row(s) from the grid. A combination may not be deleted if it is currently used in an open case, a quick code, a business unit default, or an AAF policy action.

Combine Category/Type/Detail: Competencies

Access the Combine Category/Type/Detail: Competencies page (Set Up CRM, Product Related, Call Center, Category/Type/Detail, Combine Category/Type/Detail. Click the Competencies button for the desired Category/Type/Detail Result grid row.)

Use this page to view or edit the competencies for the selected combination of category, specialty type, and detail.

You may add or delete competencies associated to any entry shown on this page.

Note. Be aware that any changes made to the competency values for the category shown on this page will apply to all instances of that category, not just to the category, specialty type, and detail combination shown on the page. The same applies to any changes made to competency values made on this page for specialty types or details. Changes made on this page will apply in the same manner as changes made to the competency pages on the Category/Type/Detail component.

Setting Up Quick Codes

Access the Quick Code page (Set Up CRM, Product Related, Call Center, Quick Code, Quick Code).

Note. You can use quick code to have the system suggest an action and to populate other fields on the Case page.

Quick Code

This page displays a unique code that agents can use to populate multiple fields on the Case page automatically.

Business Unit

Displays the business unit of the call center that uses this quick code.

Quick Code Description

Description

Enter a short text description of the code. This description can be no longer than 20 characters.

Overwrite

Select the Overwrite check box if you want the system to overwrite the value for the same field on Case page when an agent selects the quick code for a case.

This table illustrates the use of the Overwrite check box using the Case Status field:

Value on Case Page	Quick Code Value	Overwrite Check Box	After Quick Code is Selected	Explanation
Blank	Open - Engineering	Selected	Open - Engineering	Quick code overwrites blank field.
Blank	Open - Engineering	Cleared	Open - Engineering	Quick code overwrites blank field even though Overwrite check box has not been selected.
Open - New	Open - Engineering	Selected	Open - Engineering	Quick code overwrites existing value in field as Overwrite check box is selected.
Open - New	Open - Engineering	Cleared	Open - New	Quick code does not overwrite existing value in field as Overwrite check box has not been selected.
Open - New	Blank	Selected	Blank	Quick code uses blank field values to overwrite existing value in field as Overwrite check box is selected.
Open - New	Blank	Cleared	Open - New	Quick code does not overwrite existing value in field as Overwrite check box has not been selected.

The Suggested Action fields have only one Overwrite check box for the three fields. Also, you cannot use the Overwrite check box for the Notes and Interested Parties grids.

Problem Information

When an agent enters a quick code, the system assigns the information in these fields to a case.

Problem Summary	Enter the summary associated with this quick code.
Description	Enter the description associated with this quick code.

Case Information

When an agent enters a quick code, the system assigns the information in these fields to a case.

Case Type	Select the case type associated with this quick code.
Case Subtype	Select the case subtype associated with this quick code.
Case Status	Select the case status associated with this quick code.
Provider Group	Select the provider group associated with this quick code.
Assigned To	Select the agent to whom the case is to be assigned. If you've specified a provider group, you can select agents who are part of that group only.
Product ID	Select the product ID associated with this quick code.
Category	Select the category associated with this quick code.
Specialty Type	Select the specialty type associated with this quick code.
Detail	Select the detail associated with this quick code.
Case Priority	Select the priority to be assigned to a case.
Case Impact	Select the impact to be assigned to a case.
Urgency	Select the urgency to be assigned to a case.
Case Severity	Select the severity to be assigned to a case.
Error Code	Select the error code to be assigned to a case.
Error Message	Select the error message to be assigned to a case.

Suggested Actions

When an agent enters a quick code, the system assigns an action to the case.

Link Category	Select the link category to be associated with a case.
Version	Select the link category's version to be assigned to a case.
Link Name	Select the link name to be associated with a case.

Solution

Keyword or Phrase	Enter the keywords to be associated with a case. These keywords appear in the Search subtab on the Solutions page of the Case component, thus driving the search for solutions for the case.
Solution	Click to select a solution to be associated with this quick code. When this quick code is selected for a case, the chosen solution appears on the Attempted Solutions section on the Solutions page of the case. Only solutions that share the same setID as the quick code are available for selection. Note. When you select a solution for a quick code, you must also select a status for the solution. An error message appears if only one of these field has a value but not both.
Solution Summary	Displays the summary text of the selected solution.
Solution Status	Select the initial status for the solution to appear on the Solution page of the Case component. Values are: Failed Resolution In Consideration Successful Resolution Waiting on Customer Withdrawn Note. When you select a solution status, you must also select a solution to which the status applies. An error message appears if only one of these field has a value but not both.

See Searching for Solutions.

Display Template

If you associate a display template to a quick code, selecting that quick code on a case will cause the case component to be shown using the associated display template ID.

Note. Cases retain the display template ID with which they were originally created. Therefore subsequent views of the case will be shown using the original display template for that case, not the display template associated with the quick code. However, a user could also create an AAF policy to change the display template used to view a case based on certain conditions, such as if a particular field has a certain value.

Display Template Family	Select the display template family to be associated with the quick code.
Display Template ID	Select the display template ID to be associated with the quick code. When the quick code is selected on a case, the case will be re-displayed using the quick code's display template ID (as long as the display template family of the case and the display template family of the quick code match).

Notes

When an agent enters a quick code, the system assigns the information in these fields to a case.

Summary	Enter the notes summary to be associated to the case.
Description	Enter the notes description to be associated to the case.

See Working with Notes and Attachments.

Interested Parties

When an agent enters a quick code, the system assigns the information in these fields to a case.

Interested Parties	Select the interested parties to be associated with a case.
Reason Code	Select the reason the interested party should be listed as an interested party on the case.

Setting Up Problem Codes for Material Returns

This section discusses how to set up problem codes for material returns.

Note. This section is relevant to PeopleSoft Support only. It is not applicable to the PeopleSoft HelpDesk, Quality Management, or Change Management applications.

Page Used to Set Up Problem Codes

Page Name	Definition Name	Navigation	Usage
Problem Codes	RF_PROBLEM_CD	Set Up CRM, Common Definitions, Codes and Auto Numbering, Problem Codes, Problem Codes	Set up the problem codes used to identify reasons for material returns on the RMA form.

Setting Up Problem Codes

Access the Problem Codes page (Set Up CRM, Common Definitions, Codes and Auto Numbering, Problem Codes, Problem Codes).

If you integrate with PeopleSoft Inventory, the problem codes established on this page are used with RMAs and must match the reason codes that are established on the Reason Code page in PeopleSoft Inventory. In addition, the matching reason codes in PeopleSoft Inventory must be defined with a reason type of Return Material Authorization.

See PeopleSoft Enterprise Application Fundamentals PeopleBook (Financials)

Setting Up Reason Codes

This section discusses how to set up reason codes.

Page Used to Set Up Reason Codes

Page Name	Definition Name	Navigation	Usage
Reason Code	RB_REASON_CD	Set Up CRM, Common Definitions, Codes and Auto Numbering, Reason Codes, Reason Code	Create reason codes for various actions.

Setting Up Reason Codes

To set up reason codes, use the Reason Code (RB_REASON_CD) component.

Access the Reason Code page (Set Up CRM, Common Definitions, Codes and Auto Numbering, Reason Codes, Reason Code).

Use the Effective Date and Status fields to make the reason code available to users. Select the Reason Type that you want the system to associate with the reason code that appears on the page. Enter more detailed descriptions for both agents and self-services users (if needed).

Setting Up Case Relationship Types and Labels

This section discusses how to set up case relationship types and labels.

Page Used to Set Up Case Relationship Types and Labels

Page Name	Definition Name	Navigation	Usage
Case Relationship Type	RC_RELATION_TYPE	Set Up CRM, Product Related, Call Center, Case Relationship Type, Case Relationship Type	Set up types of case relationships and define the relationship labels that will appear on the Related Cases page.

Setting Up Case Relationship Types and Labels

To set up case relationship types and labels, use the Case Relationship Type (RC_RELATION_TYPE) component.

Access the Case Relationship Type page (Set Up CRM, Product Related, Call Center, Case Relationship Type, Case Relationship Type).

Relationship

Hierarchical

Select this check box if the relationship is hierarchical (a parent-child relationship). Clear this check box if the relationship is not hierarchical. Non-hierarchical relationships are also called equivalent relationships.

Parent Label and Child Label

If this is a hierarchical relationship, these fields control how the relationship is described on the Related Cases page. If you look at the child case, the Relationship field displays the child label; if you look at the parent case, the Relationship field displays the parent label.

You can enter information into these fields only if you select the Hierarchical check box.

Equivalent Label

If this is not a hierarchical relationship, this field controls how the relationship is described on the Related Cases page. If you look at either one of the related cases, the Relationship field displays the equivalent label.

You can enter information into this field only if you clear the Hierarchical check box.

Behavior

This page area will only be visible if the Hierarchical check box has been selected in the Relationship page area.

Set Parent as Global Case

When a case relationship is created, if the corresponding relationship type has this check box selected, then the Global Case check box will be automatically selected and updated on the parent case of the new relationship.

Set status of child case using Duplicate Case Status from the Business Unit Defaults

When a case relationship is created, if the relationship type has this check box selected, then the child case status will be automatically set to the Duplicate Case Status value specified in the Call Center Business Unit Defaults page.

Note. If this check box is selected but no Duplicate Case Status value has been specified on the Call Center Business Unit Defaults page, no automatic status update will be made on the child case.

Example

Consider a Global relationship type with a parent label of Global Case and a child label of Ticket:

On the Related Cases page for the child case, the parent case appears in the Existing Related Cases grid.

In that grid, the Type field value is Global and the Relationship field value is Ticket.
On the Related Cases page for the parent case, the child case appears in the Existing Related Cases grid.

In that grid, the Type field value is still Global, but the Relationship field value is Global Case.

Setting up Case Matching Criteria

To set up case matching criteria, use the Case Match Definition (RC_CASE_MATCH) component.

Pages Used to Define Matching Criteria

Page Name	Definition Name	Navigation	Usage
Match Definition	RC_MATCH_DETAIL	Set Up CRM, Product Related, Call Center, Case Match Definition, Match Detail	Specify the criteria to be used to match a case with other existing cases.
Match Usage	RC_MATCH_USAGE	Set Up CRM, Product Related, Call Center, Case Match Definition, Match Usage	Specify the business units and provider groups to which the match criteria should apply.

Setting Up Case Match Details

Access the Match Details page (Set Up CRM, Product Related, Call Center, Case Match Definition, Match Details)

Case Filter Criteria

Global Case	Select this to restrict the match to include only cases whose Global Case check box has been selected.
Includes Case Search In Past Period (Months)	Specify the number of months from case creation date to current date that should be considered when matching cases. A maximum value of 99 is allowed.
Case Match Status grid	Indicate the SetID and case status to be used when the system looks for matching cases.

Case Match Criteria

Select the check boxes for all criteria that should apply when the system looks for matching cases.

Incident Location

Select the check boxes for all criteria that should apply when the system looks for matching cases.

Keyword Search

Minimum Score (%)

The minimum score returned from the Verity Search to qualify a case as a match.

Enable Keyword Search

Select this to enable key word searching from the case search collection. If this check box is selected, the system will search the case Summary and Case Detail field values from other cases to match the words in the Summary field of the case from which the search has been initiated.

Note. If this check box is selected, only cases that exceed or equal the minimum score are considered. These results must also meet all the other case match criteria specified on this page.

Setting Up Case Match Usage

Access the Match Usage page (Set Up CRM, Product Related, Call Center, Case Match Definition, Match Usage)

Business Unit Match Coverage

Business Unit	Specify the business unit for which this set of matching criteria (defined on the Match Definition page) should apply.
Relationship Type	Select the relationship type that should be made available for the selected business unit when presenting case matches.

Provider Group Match Coverage

Provider Group SetID

Specify the SetID of the associated provider group for which this set of matching criteria (defined on the Match Definition page) should apply.

Provider Group Name

Specify the provider group for which this set of matching criteria (defined on the Match Definition page) should apply.

Relationship Type

Select the relationship type that should be made available for the selected provider group when presenting case matches.

See Setting Up Case Relationship Types and Labels.

When searching for case matches, if there is no provider group on the current case, the system will use the match criteria defined for the case business unit. If the current case has a provider group, then the system will use the match criteria defined for that provider group.

If the current case has a provider group but there is no match criteria defined for that provider group, then the system will use the match criteria defined for the business unit for that case.

Note. There is no limit to how many match definitions you can define for a business unit or provider group. However, the more match definitions you define, the more processing it will take to return your match results. For that reason, we recommend you minimize the number of match definitions you use.

Category	Select the category that you want the system to associate with the entry in the Priority field. All priority values are associated with a priority category. Values include High, Medium, and Low. The association between a priority and a priority category enables the display of the High Priority Problem Reports chart to help identify high-priority cases.
Self-Service Description	Enter the descriptions of the priorities as you want them to appear on the self-service page of your call center application.

Quick Code	This page displays a unique code that agents can use to populate multiple fields on the Case page automatically.
Business Unit	Displays the business unit of the call center that uses this quick code.