PeopleSoft Enterprise CRM 9.1 Multichannel Applications PeopleBook

PeopleSoft CRM Multichannel Applications Preface

This preface discusses:

PeopleSoft Enterprise CRM application fundamentals.
PeopleSoft Enterprise CRM automation and configuration tools.
PeopleSoft Enterprise CRM business object management.
PeopleSoft Enterprise CRM product and item management.
PeopleTools PeopleBooks.

Note. All information found in this PeopleBook is applicable to PeopleSoft CRM for High Technology.

PeopleSoft Enterprise CRM Application Fundamentals

The PeopleSoft Enterprise CRM 9.1 Application Fundamentals PeopleBook contains essential information describing the setup and design of the PeopleSoft CRM system. This book contains important topics that apply to many or all PeopleSoft applications across the PeopleSoft CRM product line. The PeopleSoft Enterprise CRM 9.1 Application Fundamentals PeopleBook contains these parts:

CRM multi-product foundation.

This part discusses the design and setup of the PeopleSoft CRM system, including security considerations.
Workforce management.

This part discusses how to administer workers who perform tasks such as support or field service in PeopleSoft CRM. It includes information on competency management and assigning workers to tasks.
Interactions and 360-Degree Views.

This part discusses how to manage interactions and set up and use the 360-Degree View, a powerful tool that enables users to view and work with any transaction or interaction that is associated with a customer or worker.
Self-Service for customers.

This part discusses how to set up, administer, and use self-service applications for customers and workers.
Relationship management.

This part discusses how system users manage their contacts and tasks.
Entitlement management.

This part discusses setting up agreements and warranties.
SmartViews.

This part discusses how to set up and use SmartViews to manage key customer segments and accounts in a central environment.

PeopleSoft Enterprise CRM Automation and Configuration Tools

The PeopleSoft Enterprise CRM 9.1 Automation and Configuration Tools PeopleBook discusses automation and configuration tools that are common to multiple CRM applications. This is an essential companion to your application 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 Business Process Execution Language (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.

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.

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.

PeopleTools PeopleBooks

Cross-references to PeopleTools documentation refer to the 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.

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