PeopleSoft Enterprise Customer Relationship Management Application Fundamentals Preface

This preface discusses:

• PeopleSoft Enterprise Customer Relationship Management (CRM) business object management.

• PeopleSoft Enterprise CRM product and item management.

• PeopleSoft Enterprise CRM automation and configuration tools.

• PeopleSoft Enterprise CRM services foundation.

• 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 Business Object Management

The PeopleSoft Enterprise CRM 9.1 Business Object Management PeopleBook discusses how to create and manage customer and worker business objects in PeopleSoft CRM.

The PeopleSoft Enterprise CRM 9.1 Business Object Management PeopleBook has these parts:

• Business Object Management Basics.

  This part provides an overview of the business object relationship model and discusses setting up role types, relationship types, and control values.

• Data Management for Organization Business Objects.

  This part discusses how to set up and manage companies, sites, and partner companies.

• Data management for Individual Business Objects.

  This part discusses how to set up and manage persons, including contacts and consumers, and workers.

• Business Object Management.

  This part discusses how to define and use business object searches, quick create, and the customer identification framework to manage business objects.

• Customer and Worker Data Integrations.

  This part discusses how to integrate customer and worker data with other systems.

See Also

Getting Started

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 CRM, including installed products, product packages, and products that are service offerings such as service agreements and warranties.

See Also

PeopleSoft Enterprise CRM Product and Item Management Preface

PeopleSoft Enterprise 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 PeopleSoft CRM applications. This is an essential companion to the PeopleSoft CRM Application Fundamentals PeopleBook.

The PeopleSoft Enterprise CRM 9.1 Automation and Configuration Tools PeopleBook contains these parts:

• 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 CRM workflow, the Active Analytics Framework (AAF), and scripts.

• Configuration Tools.

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

• Knowledge management.

  This part discusses the setup of Verity search.

• Business process management.

  This part provides information on the two different approaches to manage business processes in PeopleSoft CRM and discusses:

  • The setup of the BPEL infrastructure to initiate and manage BPEL process instances.

  • The setup of Business Process Monitor to view the status information of initiated BPEL process instances.

  • The setup of BPEL worklist integration to send CRM worklist entries (both notifications and action items) from BPEL processes.

  • The setup and execution of business projects.

See Also

PeopleSoft CRM Automation and Configuration Tools Preface

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, Service Center for Higher Education, HelpDesk, and HelpDesk for Human Resources).

The PeopleSoft Enterprise CRM 9.1 Services Foundation PeopleBook contains these parts:

• 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.

• 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.

• Transaction Billing Processor Integration

  PeopleSoft Enterprise Integrated FieldService, PeopleSoft Enterprise Order Capture, and PeopleSoft Enterprise CRM Call Center applications can integrate with the Transaction Billing Processor or any third-party billing applications to send agreement, service order, case fees, order capture service and product agreement information to the Transaction Billing Processor. You can also generate invoices for services, cases and agreement fees, and manage and book revenue to the appropriate general ledger accounts for recurring and one-time purchases of services and products.

See Also

PeopleSoft CRM Services Foundation Preface

PeopleTools PeopleBooks

Cross-references to Enterprise 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