PeopleSoft Enterprise CRM 9.1 Application Fundamentals PeopleBook

Using the 360-Degree View

This chapter provides an overview of 360-degree views and discusses how to:

Access the 360-Degree View pages.
Manage overall activity for a business object.

Understanding the 360-Degree View

This section discusses:

360-degree views.
360-degree view toolbar.

360-Degree Views

360-degree views provide a summary view of overall activity for a business object—a customer, contact, partner, or worker. From a 360-degree view, you can review or initiate transactions, record interactions and subinteractions, view relationships, and view tasks for the business object.

A 360-degree view page includes these page regions:

Region	Details
Role	This drop-down field lists the roles that are associated with the business object whose information appears on the page. You can select a role to filter data and transactions so that only those that pertain to that role appear in the view. See Understanding Business Object Relationship Model Components.
Actions	This field lists the transactions that are defined for the 360-Degree view page. Select the transaction to perform the associated actions or to transfer to the page that performs the desired actions. Transactions populate relevant fields on the transaction page from the data that is identified on the 360–Degree View page. See Configuring Actions and Transactions for the 360-Degree View.
Summary	Information such as name, contact information, and customer value appears here. The Summary page region can include up to two buttons that transfer to components that contain more information about the business object. Depending on the 360-Degree View profile configuration, users may be able to modify the person's or company's phone and email data in the CRM database from this section (note that this is not available for all 360-Degree Views, such as those for HR HelpDesk).
Activities	Activities appear in a tree format that contains a record of all transactions, interactions, and subinteractions that involve the business object. Transactions are grouped under nodes. Select a node to view, add, modify, or search for a transaction. The specific nodes that appear on the Activities tree vary depending on the business object and role that you select. Interactions are grouped by date. See Setting Up the 360-Degree View Tree.
Date Filter	This field enables you to select a date range that controls which transactions appear in the tree.
<activity> Detail	The information that appears in this area changes depending on which node you select in the activities tree. Summary information about the transactions that are under the node that you select in the 360-Degree view tree appears in this grid. When you first access the 360-Degree View page, the system displays information that is controlled by the default setting that is specified for the page. See Setting Up the 360-Degree View Tree.
Log Interaction	Using this group box, you can capture interaction details, record the callback date and time, attach notes to the interaction, and send an email to the customer or internal personnel (if the email address is set up). See Working with Interactions.
Current Actions	This area lists all the transactions that occur during the current interaction or current 360–degree view session.
Relationship Viewer	All of the business object relationships for the customer are accessible from this page. See Working with the Relationship Viewer.
Tasks	This page lists all the tasks that pertain to the business object. You can drill down to view the task detail. See Working with Tasks.
Call Reports	This page lists all the call reports that pertain to the business object. You can drill down to view the call report detail. See Working with Call Reports.

The specific information that you see on a 360-Degree View page varies depending on whether you are viewing a customer, contact, site, partner, worker, or human resources help desk (HRHD) worker.

The system records all interactions with the business object and displays them in the Activities section of the 360-Degree View page. An interaction can contain multiple subinteractions. For example, a call with a customer might involve a case being updated, a service order being added, and a note about the customer. All of these subinteractions are logged under the same interaction.

The specific activities and transactions that appear in the Activity Tree page region and Actions drop down box differ depending upon which 360-degree view you access.

You can utilize these types of 360-degree views:

Customer

The customer 360-degree view is used to manage transactions and activities that relate to customers, sites, and contacts of customers.
Partner

The partner 360-degree view is used to manage transactions and activities that relate to partners and contacts of partners.

See PeopleSoft Enterprise Partner Relationship Management 9.1 PeopleBook.
Worker

The worker 360-degree view is used to manage cases and interactions for workers who call the help desk for support.

See PeopleSoft Enterprise CRM 9.1 Call Center Applications PeopleBook.
Constituent

The constituent 360-degree view is used when integrating with PeopleSoft Campus Solutions to manage cases and activities for individuals who call the service center. In addition to the sections that appear on all 360-degree views, the Constituent 360-degree view includes display-only information about the individual's academic information, if applicable, including checklists, communication, and comments; recruiting; admissions; transfer credits; academics; finances; financial aid; transcript requests; contributor relations; and affiliations.

See Setup Data.

Three trees are delivered for higher education. Information Technology (IT) related issues are shown in the Higher Education IT Tree while the Higher Education Support Tree is designed to show non-IT related issues. The Higher Education Blended Tree shows both IT and non-IT related issues. The Configure Role page is used to associate a tree with a particular role
HRHD Worker (human resources help desk worker)

The HRHD Worker 360-degree view is used to initiate transactions and manage activities that relate to the worker's human resources data. In addition to the sections that appear on all 360-degree views, the HRHD worker 360-degree view includes information about the worker's job and position, payroll information, and benefits.

The HRHD 360-degree View page provides security that is based on section-level information only. There is no field-level security. For example, if an agent has access to information for one job and not the other, or the agent only has access to part of the information, the system still retrieves all job information. This enables a true 360-degree view of an employee.

See PeopleSoft Enterprise CRM 9.1 Call Center Applications PeopleBook, Setting Up Security and User Preferences.

Using the 360-Degree View Toolbar

Toolbars are configurable and customizable. In addition, you can give end-users the ability to personalize their own toolbar.

See Configuring Toolbars.

PeopleSoft Enterprise CRM delivers these buttons for the 360-Degree View toolbar:

	Click the Reload button to refresh the information that appears on the 360-Degree View tree. Note. Clicking this button will not refresh other sections of the page: only the data in the 360-Degree tree itself is reloaded.
	Click the New Search button to finish the interaction with the current customer and return to the Search page. Depending on the option that was selected for Callback Interaction when the tree was originally set up, the interaction status is either identified as Completed or left open for further activity with the customer.
	Click the Notification button to send a notification. See Sending Manual Notifications.
	Click the Correspond button to send ad hoc email correspondence. See Sending Correspondence. Note. This button does not appear for the Company role.
	Click the Add to My Contacts button to add the selected contacts to the My Contacts list.
	This icon is intended for use only when integrating with PeopleSoft Campus Solutions. Click the Academics button to transfer to the Career page of the Academics component. This page will be displayed directly if there is only one combination of Institution and Career for the individual on the 360-Degree View page. If there is more than one such combination, the search page for the Academics component will be displayed.
	This icon is intended for use only when integrating with PeopleSoft Campus Solutions. Click the Test Scores button to transfer to the Test Scores page for the constituent.
Return	Click to transfer back to the Contact 360–Degree View page from which you accessed the Company 360-Degree View. This button appears only if you transfer to the Company 360-Degree view by clicking 360–Degree view icon in the summary section of Contact 360–Degree View.
Personalize	Click the Personalize link to personalize the toolbar buttons.

See Also

Configuring Toolbars

Accessing the 360-Degree View

This section discusses how to search for customers in the 360-degree view.

Note. Only the Customer 360-degree view search page is discussed in detail. The search pages that are used to access other 360-degree views are similar in usage.

Page Used to Access the 360-Degree View

Page Name	Definition Name	Navigation	Usage
Search for Customer	RB_TD_AGT_SRCH_GBL	Customer 360-Degree View, Search for Customer	Search for a customer whose information you want to view.
Search for Customer	RC_HE360_SRH	Constituent 360-Degree View, Search for Customer	Search for a company, contact, worker, or individual consumer (including academic constituent) whose information you want to view.
Search for Partner	RB_TD_AGT_SRCH_PRT	Partner 360-Degree View, Search for Partner	Search for a partner whose information you want to view.
Search for Worker	RC_HD360_SRH	Worker 360-Degree View, Search for Worker	Search for a worker whose information you want to view.
Search for Worker	RC_HRHD360_SRH	HRHD Worker 360-Degree View, Search for Worker	Search for a worker whose human resources information you want to view.

Searching for Business Objects in the 360-Degree View

Access the Search for Customer page (Customer 360-Degree View, Search for Customer), the higher education Search for Customer page (Constituent 360-Degree View, Search for Customer), the Search for Partner page (Partner 360-Degree View, Search for Partner), the Search for Worker page (Worker 360-Degree View, Search for Worker), or the Search for Worker page (HRHD Worker 360-Degree View, Search for Worker).

Note. The Search for Customer page of the Customer 360-Degree View is shown for illustration purposes. The other search pages are similar in usage.

You can enter search criteria in any or all of the search fields. The system searches for business objects that match the criteria you enter.

Note. This search uses the customer identification framework.

See Customer Identification.

Search Results

If more than one match for the search criteria that you enter is found, then all business objects that match the search criteria appear in the Search Results page region. If only one record matches the search criteria, then the 360-Degree View page for that object appears.

Note. The Search for Customer - Search Results page of the Customer 360-Degree View is shown for illustration purposes. The other search results pages are similar in usage.

For business objects that are contacts of either customers or partners, one row appears in the Search Results page region for each customer or partner that the individual represents. The Name column that appears in the row for an individual identifies the company that the individual represents, and the Consumer column identifies the consumer that the individual represents. If both the Name and Consumer columns in a row are blank, then the individual listed in the row is a consumer.

Select Action

Select a role to create from the list of available roles.

The system determines the available roles from the search criteria that you entered. For example, suppose that you enter a value in the Organization field, the available role is Company, but if you enter a value in either the First Name or Last Name field, the available roles are the roles that are associated with the individual business object type: Create Company with Contact, Create Consumer, Create Consumer with Contact, or, if appropriate for the 360-degree view being used, Create Worker.

To use this functionality, you must have previously set up Quick Create for that object. Once you create the new business object, the system transfers you to the 360-Degree View page automatically, using the newly created business object.

Searching for Business Objects

Managing Overall Activity for a Business Object

This section discusses how to manage overall information for a business object.

See Also

Working with the Relationship Viewer

Working with Tasks

Pages Used to Manage Overall Activity for a Business Object

Page Name	Definition Name	Navigation	Usage
360-Degree View	RB_TD_AGENT_VIEW	Customer 360-Degree View, Search for Customer Select an existing customer. Constituent 360-Degree View, Search for Customer Partner 360-Degree View, Search for Partner Select an existing partner. Worker 360-Degree View, Search for Worker Select an existing worker. HRHD Worker 360-Degree View, Search for Worker Select an existing worker.	Manage overall activity for the business object.
360-Degree View - Relationship Viewer	RB_TD_REL_VIEWER	Access the 360-Degree View page. Select the Relationship Viewer tab.	View the relationships for the business object whose information appears on the 360-Degree View page.
360-Degree View - Tasks	RB_TD_TASK_LIST	Access the 360-Degree View page. Select the Tasks tab.	Maintain the tasks that are associated with the business object whose information appears on the 360-Degree View page.
360–Degree View - Call Reports	RD_TD_CR_LIST	Access the 360–Degree View Page. Select the Call Reports tab.	Maintain the call reports that are associated with the business object whose information appears on the 360–Degree View Page.

Managing Overall Activity for a Business Object

Access the 360-Degree View page (Customer 360-Degree View, Search for Customer).

Role

Select a role that is listed for the customer, partner, worker or contact. The profile changes to reflect data that is relevant to that role.

Note. Not all roles of an individual will be displayed on all versions of the 360-Degree View page. For example, the consumer role will not be displayed on the Worker 360-Degree View page or the HRHD Worker 360-Degree View page. If the individual whose information is being viewed in the Worker 360-Degree View page also has a consumer role, use the left hand navigation to open the Customer 360-Degree View page and search again for that individual.

Similarly, the worker role will not be displayed on the Customer 360-Degree View page. If the individual whose information is being viewed in the Customer 360-Degree View page also has a worker role, use the left hand navigation to open the Worker 360-Degree View page and search again for that individual.

Actions

Select the action that you want to perform from the 360-Degree View. Delivered values include Add Case, Add Defect, Add Install Product, Add Lead, Add Opportunity, Add Order, Add Quote, Add Service Order, Installed Product Hierarchy, Add Quote, Add RMA (return material authorization), Product Registration, Student Service Center, Person Profile, and Add Case - Admissions Status Inquiry. The particular actions shown depends on the 360-degree view being used.

Phone, Email, and Extension

Enter new data to update customer, partner, worker, and contact profile information. Click the Apply Changes button to enter and permanently update the changes.

The ability to enter or edit data in these fields is configurable. Users who are not able to edit these fields will still see the existing values listed in display-only format.

Note. On the Constituent 360-Degree View, the labels for phone, email and address may also indicate the corresponding type, such as Dorm Phone, Campus Email, or Home Address.

The following fields appear in the Summary region only for the Constituent 360-Degree View when viewing information for a consumer (academic constituent):

[Family Educational Rights and Privacy Act (FERPA) indicator]	The FERPA indicator icon enables the user to view details about the restrictions that the student has requested regarding the disclosure of certain types of directory information. Clicking the icon transfers the user directly to the Campus Community FERPA page.
[Positive Service indicator] and [Negative Service indicator]	The Positive and Negative Service indicator icons enables the user to view details about the service restrictions or service privileges associated for each indicator. Clicking an icon transfers the user directly to the Manage Service Indicators page in Campus Solutions.
[Affiliations indicator]	Click the Affiliations icon view details regarding the academic constituent's affiliations.
ID	This is the automatically generated ID from Campus Solutions used to identify the constituent within the PeopleSoft Campus Solutions system.
Campus ID	This is the ID selected by the academic institution to identify the constituent (for example, for use on student identification cards).
Current Status	Displays the current academic status for the constituent. Separate statuses are shown for each combination of institution and career for the most recent applicable term. Only the most advanced status is shown for each institution and career combination. The available status values are (from lowest to highest): Suspect, Prospect, Applicant, Student, and Alumnus. If the same status exists in multiple institution and career combinations, only that for the most recent status date or source date is shown. If the dates are the same, then only the status from the institution/career in first alphabetical order is shown.
Deceased	This text appears in the summary area if the individual consumer whose information is being viewed is deceased. If the consumer is deceased, no FERPA, Service Indicator, or Affiliations icons will be displayed for the individual.

Activities

This region contains the 360-Degree View Tree, which displays all activities and interactions with the customer.

Activities are grouped by transaction type. Expand the folder or icon next to a transaction type to view activities for that transaction type.

Depending on the way the system is configured, you can add transactions or search for transactions of a particular type. Click a detail link to access transaction detail or click the activity summary to view a grid that lists summary information about the transactions.

Date Filter

Select the date filter for the activities that you want to view. Values are 1 - Today, 2 - Yesterday, 3 - Last Week, 4 - Last 2 Weeks, 5 - Last Month, 6 - Last Year, and 7 - View All.

If you select 6 - Last Year and the tree header has a maximum date filter of 5 - Last Month, the system stops the user from viewing records that are older than the maximum date filter criteria.

If you select 7 - View All and you don't enter maximum date filter criteria in the tree header, the system displays all of the records.

When the 360-Degree View page initially appears, the date range that you specify in the profile of the user who is currently accessing the system appears by default. If the user's profile is not available, the system displays the activities for the date range that you specify in the tree. When defining the tree, you specify the date filter and maximum date filter to use when displaying this page.

See Setting Up the 360-Degree View Tree.

From and Through

Enter the date range for the information that you want to see on the 360-Degree View. After you enter the date range, click the Go button.

Note. The system displays the From and Through fields on this page only after you enable data filtering on the 360-Degree View - Personalize page.

Activities Detail

The system displays a dynamic grid that lists key information from the most recent transactions and associated actions for the activity type that you click in the 360-Degree view tree.

The label for this grid changes depending on the type of information you view. For example, when you expand the Agreements node in the 360-Degree view tree, and then click the Active child node, the system displays the Agreements-Active dynamic grid and shows important information from agreement records. It can also provide an action link for further interactions concerning an agreement, such as viewing its details. You can configure the associated actions, the number of transactions, and the columns that appear in this grid.

Note. For performance reasons, a maximum of 100 entries will be retrieved for display in the dynamic grid at any one time.

See Defining Dynamic Grids.

Log Interaction Note

The fields in the Log Interaction section capture the details of an interaction.

Every time that you record a subinteraction on this page, the system groups the subinteractions into one related interaction. You can perform multiple subinteractions for a customer at one time before you leave this page. The subinteractions that you created previously appear in the Current Actions group box.

Note. Interactions that are automatically generated through correspondence management are not related to the values in the drop-down menus on the 360-Degree View page. Interactions that are generated through correspondence management do not appear in reports that track which contact methods are used most often by agents for interactions with customers or contacts through the 360-Degree View page.

Contact Method	Select the contact method for the interaction. Delivered values include Inbound Chat, Inbound Email, Inbound Fax, Inbound Phone, Inbound Web, Outbound Email, Outbound Fax, and Outbound Phone.
Interaction Status	Select the interaction status. Delivered values include Busy, Callback, Child Answered, Completed, Do Not Call Again, In Progress, and No Answer.
Callback Date and Callback Time	Enter a date and time for callback.
Add Note	Enter a note to add to the interaction. The note is saved in the 360-Degree View Tree as a subinteraction.
Email Note	Click to send the note to the customer.

See Also

Defining Person Business Objects

Viewing Customer Relationships

Access the 360-Degree View - Relationship Viewer page (Access the 360-Degree View page. Select the Relationship Viewer tab).

See Working with the Relationship Viewer.

Maintaining Customer Tasks

Access the 360-Degree View - Tasks page (Access the 360-Degree View page. Select the Tasks tab).

See Working with Tasks.