Setting Up Customer Self-Service

This chapter provides an overview of customer self-service features for PeopleSoft CRM Order Capture and discusses how to:

• Set up guest IDs to access self-service sites.

• Set up user registration features.

• Set up Contact Us features.

• Set up product registration.

Understanding Customer Self-Service Setup

This section discusses:

• Self-service sites.

• Self-service user registration.

• Contact Us notifications.

• Product registration.

Self-Service Sites

Several aspects of a self-service site are controlled by characteristics of the user ID that provides site access. When users first access a site, they are logged on to the site with a guest ID. This guest ID is specified in the site's configuration properties file or defined on the query string of the uniform resource locator that one uses to access the site. By setting up multiple guest IDs with different characteristics, you can create multiple self-service sites.

For example, you may want to create an English site and a Spanish site. Or you may want to create a European site that uses a European business unit, and a U.S. site that uses a U.S. business unit. You might even want to create multiple European sites that use different languages but that all point to the same European business unit. To accomplish all of this, create multiple guest IDs with the appropriate characteristics.

If you set up multiple guest IDs, the self-service sign in page enables users to switch between guest IDs. For example, if you set up guest IDs for different languages and use language names as IDs descriptions, then visitors can select from a list of languages. The system stores the label for the field that visitors use to select a guest ID in the message catalog to make it easy for you to change the label to suit your business needs.

Site Branding

You can create distinctive Web sites for your company's self-service sites by setting them up as branded sites. Use PeopleSoft Enterprise Portal Pack to quickly implement a portal with your own "look and feel," or branding.

See Also

Getting Started with PeopleSoft Enterprise CRM Portal Pack

Self-Service User Registration

A self-service user registers in one of these three ways, each of which is secured differently:

1. Existing customer.

   Customers who already exist in the system can add a self service user login for their account. To do so, they must enter information that you define to identify them as a current customer. After the system verifies their status, they must enter only a password to establish a self-service user ID. The system obtains other information from their existing customer record.

2. New customer.

   This is for new self service users who can be consumers or businesses. You must set up a guest account to handle each type of user that might register for self service because new user logins take their defaults from the guest account.

   Security is controlled by the privileges that you establish and assign to guest user IDs. A user first signs on using a guest ID that you provide. When the user registers, the system clones the currently active guest ID and all its access privileges to create the new user ID, and then creates the necessary customer or consumer record in the CRM database.

3. Contact of an existing customer company.

   A contact of an existing company can register as a business user who represents a customer company by entering a key that you define and provide to them.

To register, users are required to read and accept terms of service and a privacy policy that you set up.

User Passwords and Password Hints

A user can add a password hint question and answer when they register. This enables users who forgot their passwords to request new passwords after answering a hint question. A user can also change their password hint.

To enable this feature, you must set up forgotten password email text at the system level. Additionally, the user must:

• Have a primary email address.

• Establish a password hint during registration or through the Name and Sign In maintenance pages.

• Be associated with a permission list that permits the password to be emailed.

PeopleSoft CRM uses logic that is provides by PeopleTools to store the hint and answer, verify the hint that the user enters, and email the new password to the user.

See Enterprise PeopleTools 8.50 PeopleBook: Security Administration

See Also

Implementing Self-Service Security

Contact Us Notifications

Registered users (but not guest users) use the Contact Us page to send messages to you. When customers send messages, they select from a list of subjects and topics (subcategories of subjects) that you define to identify the message subject. When the customer submits the message, the system:

• Captures the message as an interaction that is visible through the 360-Degree View and other interaction lists.

• Notifies designated people that the message is submitted.

The system determines whom to notify based on the workflow action that you associate with the subject and topic of the message. The workflow action also determines whether notifications are sent to worklists or to email addresses.

Worklist notifications automatically include a link to the Interaction page; email notifications include a link only if the email template is so configured. The PeopleSoft-delivered CONTACT US FORM email template includes this link.

To take maximum advantage of interaction functionality, use the 360-Degree View to manage all follow-up communications. Using the 360-Degree View ensures that the system captures all follow-up communications as interactions. A direct email response bypasses the system and is not captured as an interaction.

Contact Us Chat

If the self-service page is enabled, , a registered self-service customer can request a live chat. This request opens the customer chat window, a browser-based window that does not require a client install or applet download.

Agents receive chat requests through the MultiChannel Console, which enables them to manage multiple simultaneous chat sessions. When an agent accepts a chat request, the agent chat window opens. Agents can conference peers and supervisors into the chat, and transfer chat sessions to other agents or queues. Agents can also initiate chats with other agents on their buddy lists.

See Also

Working with Chat in PeopleSoft Enterprise CRM

Product Registration

Self-service users can register products online through PeopleSoft Customer Self-Service and 360-Degree View. When a customer signs in and selects to register a product, the system populates the Product Registration page with two lists:

• Existing products

  The Existing Products section of the Product Registration page lists installed products that are already registered and their registration dates. Users click a registered product link to update the registration information or select an unregistered product to register.

• New products

  Contains product catalogs, a product list, or both. The customer uses these to locate the product to register.In addition to registering products that already have installed products that are created for them, users can also use product catalogs to register new products. Product catalogs group products in a hierarchical fashion, which provides simple navigation for users to locate new products. As an administrator, you select product catalogs from the system to appear in the New Product section of the Product Registration page. Users can then drill down on any listed catalog to look for the products they want to register without having to remember and enter product names. You can also set up new catalogs that are specific for product registration. When users submit the registration, the system creates new installed products with the Installed status for products that users select from the new product list. For registered products, users select from the existing product list. The system updates the associated installed products with the information (date of registration, serial ID, and so on) that it collects from the product registration. You can specify what installed product fields are available for display or editing on the Product Registration - Product Registration Details page. You can also configure the system to display only installed products of certain statuses. This enables you to limit the registration process to installed products for which product registration makes sense; for example, if you don't want users to register an installed product that is canceled or uninstalled. Only registered users can register products through PeopleSoft Customer Self-Service.

Note. If the quantity of an installed product is greater than one, and they are under different statuses, the installed product appears in the Existing Products section if any one of those statuses is in the status list that you specify on the Product Registration Setup page.

Product Registration Using the 360-Degree View

Customer service representatives (CSRs) can register products for customers through the 360-Degree View. CSRs can view and update any existing installed products or select Product Registration in the Go To field on the page to register products for customers who call them on the phone.

See Also

Implementing Self-Service Security

Setting Up Product Registration

Registering Products

Setting Up Guest IDs to Access Self-Service Sites

This section discusses how to:

• Define guest IDs.

• Change the label of the guest ID selection field.

Defining Guest IDs

To define a guest ID:

1. Define the ID in the PeopleTools User Profiles component.

   Access the User Profiles component from PeopleTools, Security, User Profiles, User Profiles.

   On the General page, enter the language code that is associated with the ID. Anyone who logs on with a guest ID sees all of the pages that are in the associated language code.

   On the ID page, enter the description that self-service users see in the guest ID selection field. For example, if you support multiple languages and you define language-based user IDs, the descriptions might be the language names.

   See Enterprise PeopleTools 8.50 PeopleBook: Security Administration

2. Establish the ID as a guest ID on the User Registration Setup page.

   Access the User Registration Setup page from Set Up CRM, Security, Self Service, User Registration.

   This is the step that makes the ID into a guest ID that enables personal and business user registration. That is, the self-service Sign In page enables users to select from IDs that have a user registration definition.

   See Implementing Self-Service Security.

3. Define preferences for the guest ID on the User Preferences page.

   Access the User Preferences page from Set Up CRM, Security, User Preferences.

   Select a default business unit and market for the guest. If you do not select a business unit, the system uses the default PeopleSoft Order Capture business unit (as established on the Order Capture Definition page).

   See Defining Overall Preferences.

See Also

Defining Order Capture Business Units

Changing the Label of the Guest ID Selection Field

To change the label of the guest ID selection field:

1. Access the message catalog from PeopleTools, Utilities, Administration, Message Catalog.

2. Look up message set number 18068, whose description is Self Service Common.

3. Click Find and enter message number 19 in the search string.

   The field label text appears. The default is Select a different site to browse.

4. Enter an alternative label for the guest ID selection field.

   For example, if the guest IDs are for different languages, you might enter Select a language.

5. Save the changes.

Setting Up Contact Us Features

To set up contact us features, use the Contact Us Topic (SUBJECT_TABLE) and Contact Us Subject (SUBJECT_TOPIC_TBL) components.

This section lists prerequisites and discusses how to:

• Specify chat features for Contact Us pages.

• Define topics.

• Define subjects and Contact Us workflow.

Prerequisites

When customers use the Contact Us page to communicate with you, they select from a predefined list of subjects and topics. When they submit the message, the system sends a notification to a designated person. You set up this workflow for each subject and topic combination that you define.

Before you create subjects and topics, you must define the workflow actions and workflow email templates that are to be used for these notifications.

Customers can also elect to open a chat with a customer service representative if you have enabled the chat feature and specified a chat profile and agent popup for on the self-service page.

See Also

Defining Workflow Actions for Business Projects

Working with Chat in PeopleSoft Enterprise CRM

Pages Used to Set Up Contact Us Features

Specifying Chat Features for Contact Us Pages

Access the Chat Enabled Page Setup page (Set Up CRM, Product Related, Multichannel Definitions, Chat, Chat Page Setup, Chat Enabled Page Setup).

See Also

Working with Chat in PeopleSoft Enterprise CRM

Defining Topics

Access the Contact Us Topic page (Set Up CRM, Common Definitions, Contact Us, Contact Us Topic, Contact Us Topic).

Specify a topic and topic description. You associate the topics with Contact Us subjects to enable users to select the subject and topic for a particular Contact Us request.

Defining Subjects and Contact Us Workflow

Access the Contact Us Subject page (Set Up CRM, Common Definitions, Contact Us, Contact Us Subject, Contact Us Subject).

When you define a subject, specify the associated topics and the workflow objects (a workflow action and correspondence template) that the system uses to deliver the customer's request to a particular worklist.

Setting Up Product Registration

To set up product registration features, use the Product Registration (RF_PROD_REG_SETUP) table.

This section discusses how to set up product registration features.

See Also

Product Registration

Registering Products

Pages Used to Set Up Product Registration for Self-Service Users

Configuring Installed Product Registration

Access the Product Registration Setup page (Set Up CRM, Common Definitions, Installed Product, Product Registration, Product Registration Setup).

Installed Product Statuses

Specify the statuses for which installed products (that belong to the self-service user) appear in the Existing Products section of the Product Registration page.

Note. Product registration setup is keyed to setID.

Registration Fields

Define the installed product fields that appear to self-service users on the Product Registration Details page and whether the fields are modifiable or read-only. The system uses this information as default values on the Installed Product page of the Product Definition component. When a product requires a different set of fields to appear to self-service users, you can override the default fields in the Product Definition component.

Specifying Registration Catalogs

Access the Catalogs page (Set Up CRM, Common Definitions, Installed Product, Product Registration, Catalogs).

Catalog

Select a product catalog that self-service users can access in the New Product section of the Product Registration page.