PeopleSoft Enterprise CRM 9.1 Order Capture Applications PeopleBook

Working With Order Capture Self Service

This chapter provides an overview of Order Capture Self Service, delivered user ID and user role identification, and discusses how to:

Select products.
Use Quick Entry.
Use the shopping cart.
Manage checkout.
View order or quote status.

Understanding Order Capture Self Service

Order Capture Self Service delivers an intuitive interface that allows consumer users, company representatives, and brokers to easily create and manage the web channel. Order Capture Self Service synchronizes with Order Capture to allow self service users to track all orders, whether created by a customer service representative, an agent through the call center, or by themselves through the web.

Order Capture Self Service works in conjunction with the following CRM features, some of which are common to all self service applications, and others that specifically complement Order Capture Self Service:

Security elements, including definition of user roles and associated permissions.
Address book.
Sign in.
Registration.
Profile maintenance.
Contact Us and Chat.
Attributes.
Product catalog.
Search Catalog.
PeopleSoft Advisor.
PeopleSoft Configurator.

Note. Functionality that is common to both Order Capture and Order Capture Self Service, such as integration with order fulfillment, pricing, freight, and tax integration, is documented in previous chapters of the this book.

Understanding Delivered User ID, User Role Identification, and Password Creation

This table shows the users and roles that Order Capture Self Service delivers. You can adopt these particular users and roles, or you can modify them to better suit your business needs.

Note. To modify permissions for these delivered user roles, navigate to PeopleTools, Security, Permissions & Roles, Roles.

User ID	Role Name	Role Description	Access
GUEST	Guest	An anonymous user that accesses the web channel.	Guests have access to the Sign In & Registration, Products and Services, Catalog Search, Shopping Cart, and Site Selection pages.
CPSS, CPSS2	Consumer	A consumer that represents him- or herself.	Consumers have guest privileges without the sign-in (and registration) options. They also have access to the Customer Care, Order Status, Quote Status, Profile Maintenance, and Contact Us pages.
CPCUST, CPCUST2	Customer	A customer represents a single customer.	Customers have all consumer privileges as well as quick entry privileges.
CPBRKR, CPBRKR2	Broker	A broker represents multiple customers.	Brokers have all customer privileges plus customer selection privileges. Customer selection privileges allow brokers to select the customer that they want to represent for a particular session.

Note. User IDs that end with a 2 are associated with the CRM01 setID.

Setting Password Expiration and Changing Passwords

To set the internal self-service password expiration date to one other than the external date, navigate to Set Up CRM, Security, Self-Service, User Registration.

The password expiration options are accessed in the Password Security Policies group box of the User Registration page. The options enable you to setup your password expiration policy. For example, the internal passwords might be set to expire every 60 days while the setting for the external passwords might be set to never expire. In the Password Security Policies group box a password can be set to never expire by selecting the Password Never Expires radio button, or the password can be set to expire by selecting the Password Expires radio button and entering the number of days until expiration in the associated field. A password expiration date is calculated based on the last password change date as determined from the tools PSOPRDEFN table.

When the password expires and you click the Sign In button on the Sign In page, you are presented with the Change Password page. Here you enter your old password, your new password and enter the new password again to confirm it. Click the Save button or if it becomes necessary, you can cancel and return to the sign in page.

Self-Service Pages

Order Capture Self Service delivers these customer-facing pages for self-service order creation and management. They are enabled by the Order Capture Self Service product as part of the PeopleSoft CRM Portal Pack:

Find Products page (RX_PROD_SRCH)
Shopping Cart page (RE_CART)
Order Status page (RE_ORDER_SRCH)
Quote Status page (RE_QUOTE_SRCH)
Contact Us (WC_CONTACT_US)
Product Registration page (RF_PROD_REG_SRCH)

Selecting Products

This section discusses how to:

Find products.
Choose a product.
View product details.
Compare products.
Launch PeopleSoft Advisor.

Note. The navigation paths for pages that are discussed in this section are valid only in the self-service application.

Pages Used to Select Products

Page Name	Definition Name	Navigation	Usage
Find Products	RX_PROD_SRCH	Find Products, Find Products	Search a particular catalog or browse all catalogs, get advice on products.
Browse Catalog	RB_CATALOG	Click a catalog link on the Find Products page.	View and select a product.
Product Details	RB_PROD_DTL	Click a product link on the Browse Catalog page.	View product details, select a quantity, change units of measure, and add the product to the shopping cart.
Product Comparison	RB_CATALOG	On the Browse Catalog page, select the Compare check box of up to three products. Click the Add to Compare Pad button and then the Compared Selected button.	Compare as many as three products. Note. Some functionality for the Compare Pad will differ based on your installation.
<Advisor dialog>	RAD_ADVISOR _RUN	Click the Get Advice link on the Find Products page. Click the Need help choosing a product ? link on the Browse Catalog page.	Launch the PeopleSoft Advisor, answer the questions in the dialog presented and receive a personalized recommendation.

Finding Products

Access the Find Products page (Find Products, Find Products).

This page provides several methods to find products.

Click the Get Advice link when you are unsure of the product or type of product that you need. The system will guide you in selecting the appropriate item through an Real-Time Advisor dialog consisting of a series of questions and answers.
The system can display recommended products based on your prior ordering activity.
Select and search a particular catalog. When you have enough information to provide definitive search criteria, use the Advanced Search link to search on keys such as keywords, brand name, description, and product ID.
Select catalog links to browse listed catalogs.

Choosing a Product

Access the Browse Catalog page (click a catalog link on the Find Products page).

Recommended Product

The system can highlight various products and distinguish them as recommended products in the various catalogs.

However, you can click any product link to access its Product Details page. For example, if you click the Prepaid Talk 50 product link, you can access the Product Details page for this product to view the product description.

Need help choosing a product?

Click to launch PeopleSoft Real-Time Advisor, which displays a form with questions about your product requirements, then returns product recommendations based on your answers.

Compare

Select check boxes for up to three products for product comparison.

Add to Compare Pad

Click to add the selected products awaiting to be compared.

Compare Selected

Click to display the attributes of up to three products side-by-side in the compare pad. The compare pad content is determined by a display template that is set up for the product catalogs.

Some functionality for the Compare Pad will differ based on your installation.

Viewing Product Details

Access the Product Details page (click a product link on the Browse Catalog page).

Add to Cart

Add the product to your shopping cart.

Agreements for this product and Enhance this product with these additions

Click, if available, to display links for additional item information, such as preventive maintenance, service agreements, and enhancements for the selected product. Click the item links for more information.

The next step up from this product

Select this link, if available, to display products that are considered a step up from the product you are currently considering—perhaps for quality, size, or capacity.

Note. You can access Product Details from several pages, including the Catalog, Shopping Cart, Checkout, and Order/Quote Status pages.

Comparing Products

Access the Product Comparison page (on the Browse Catalog page, select the Compare check box of up to three products. Click the Add to Compare Pad button and then the Compared Selected button).

Details

Click to access the Product Details page to view the product's description and additional details.

Remove

Click to remove a product from the current comparison. In order to facilitate cross catalog comparisons, products stay on the compare pad until they are removed.

Return to Catalog

Click to return to the catalog to add additional products to the comparison. The compare pad can display up to three products in a comparison. Remove any products that should no longer be compared.

Launching PeopleSoft Real-Time Advisor

Access the <Advisor dialog> page (click the Get Advice link on the Find Products page).

Next

After selecting or entering your applicable response, click to move to the next dialog in the series of the advisor's questions.

Recommend

Click to access the list of product recommendations that the Advisor generated based on your answers to the advisor dialog.

Exit

Click to leave the current dialog session.

Recommendations

Select the Recommend button on the <Advisor dialog> page.

Score

The system displays suitable products with scores based on how well these products fit your responses to the advisor's questions.

Using the Quick Order Entry

This section provides an overview of the quick order entry and discusses how to add products to orders quickly.

Understanding the Quick Order Entry

There are two ways to add products to the shopping cart: from the Product Details page or from the Quick Order Entry page. The Quick Order Entry page is intended for users who are familiar with the products and the product IDs that they order; it delivers a simple form to support speedy entry of product information.

Page Used to Add Products to Orders Quickly

Page Name	Definition Name	Navigation	Usage
Quick Order Entry	RE_QUICK_ENTRY	Quick Order Entry, Quick Order Entry	Create orders or quotes rapidly when you are familiar with the product and already know the product ID.

Adding Products to Orders Quickly

Access the Quick Order Entry page (Quick Order Entry, Quick Order Entry).

Product ID

Enter the product ID.

Quantity

Enter a quantity. If you do not select a quantity, the system assigns the default quantity 1.

Units

Enter either the unit of measurement (UOM) code (such as ea.) or the UOM description (such as each.)

Notes

Add notes, which appear for the specified product when you access the shopping cart.

Using the Shopping Cart

This section provides an overview of the shopping cart and discusses how to:

Work from within the shopping cart.
Delete products from the shopping cart.

Understanding the Shopping Cart

The shopping cart displays all of the products that you select for an order or quote. You can perform these operations from the Shopping Cart page:

Update quantity and recalculate price.
Configure products or packages.
Remove products.
Proceed to checkout.

Pages Used to Access the Shopping Cart

Page Name	Definition Name	Navigation	Usage
Shopping Cart	RE_CART	Shopping Cart, Shopping Cart Click the Add to Cart button after adding products on the Quick Order Entry page. Find Products, Find Products Select a catalog on the Find Products page and then select products on the Browse Catalog page. Click the Add to Cart button. Click the Change Order link on the Checkout - Shipping and Payment page.	View the contents of the shopping cart, and then proceed to checkout.

Working from Within the Shopping Cart

Access the Shopping Cart page (Shopping Cart, Shopping Cart).

Click the product's name to view product details.

Add an Agreement to this Product	Click if you choose to add available agreements, such as a consulting, preventive maintenance, or service agreement for a selected product. Because it is often crucial that certain agreements be ordered with the initial purchase of a product, this is a second opportunity to choose agreements. This option is first presented on the Product Details page.
Qty (quantity)	Update the quantity of a product. Click the Recalculate button to determine new total charges.
Delete	Click this link to remove the line item from the shopping cart. Click the Recalculate button to determine new total charges. Note. Deleting a product also deletes its associated agreements. However, Enhancements are not automatically deleted. Delete them individually using the Delete link on the Shopping Cart page.
(options)	Click to select options for a product that is set up as a dynamic package with various options that you must choose, such as when a product must be custom-built. When you have configured the product with its various options, the system calculates a composite price. This icon is not available or applicable to all products. See Defining Product Packages.
(configure)	Click to launch a dedicated product configuration application for the product. This application allows the configuration of complex products that have multiple sets of options that vary dynamically as the customer makes selections. This icon is displayed only when applicable and is not available for all products. See Oracle CZ Implementation Guide and PeopleSoft Enterprise Advanced Configurator 9.1 PeopleBook
Recalculate	Click to update the price after changes to your selections, such as increasing or reducing the quantity of a product or after removing a product.
Checkout	Proceed to checkout.
Continue Shopping	Return to the catalog to select additional or different products. When you click the Continue Shopping button, the system retains the contents of your shopping cart.

Note. When you have a configurable product or package in the shopping cart, it must be configured before you proceed to checkout. If a product has required attributes, you must specify the attribute value before you can proceed to checkout.

Managing Checkout

This section discusses how to:

Manage shipping, product, and payment options from the Checkout page.
Handle multiple shipments.
Access and change product attributes.
Receive an order or quote confirmation.
Change a submitted order derived from a quote.

Pages Used to Manage Checkout

Page Name	Definition Name	Navigation	Usage
Checkout - Shipping and Payment	RE_SUMMARY	Click the Checkout button on the Shopping Cart page.	Enter and modify shipping, product, and payment information. CRM Portal Pack must be installed to display the Checkout page.
Multiple Shipments	RE_DESTINATION	Click the Multiple Shipments button on the Checkout - Shipping and Payment page.	Create more than one shipment destination for the order. Note. This button appears if you have more than one line in the Product Information section.
Checkout - Notes & Attachments	RE_NOTE_SUMMARY	Click the Notes and Attachments Summary link on the Checkout - Shipping and Payment page.	Displays a list of notes and attachments associated with the order.
Attributes	RE_ATTR_RUNTIME	Click the Attributes link of a product line (if available) on the Checkout - Shipping and Payment page.	Enter product attributes where attributes are allowed for a product.
Order Confirmation, Quote Confirmation	RE_STATUS	Click the Submit Order button or the Save as Quote button on the Checkout - Shipping and Payment page.	Send the completed order or quote to the enterprise system for processing and, in the case of an order, fulfillment. The system displays a confirmation message if the submission is successful.
Order Change	RX_PROCEED_CONFIRM	Click the Change Order link (from a quote) on the Checkout - Shipping and Payment page.	Change an order that was derived from a quote. When you change an order, all special pricing for quotes is lost.

Managing Shipping, Product, and Payment Options from the Checkout Page

Access the Checkout - Shipping and Payment page (click the Checkout button on the Shopping Cart page).

Submit Order

Click to submit the order for processing. You receive an order confirmation.

Save as Quote

Click to save as a quote. You receive a quote confirmation.

Change Order

Click to return to the shopping cart and make changes.

Service or Shipment

This section lists the default shipping address of the self-service user. You can select another existing shipping address or create a new one for the order.

Change Address	Click the link to add new or select another shipping address.
Multiple Shipments	Click to access the Multiple Shipments page and send the products contained in the order to different locations or by way of different shipping methods. This assumes that there is more than one product. To create multiple shipments for the same product, enter the product and appropriate quantity into the cart twice.

Shipping Options

Shipping Method	Choose a preferred carrier from the drop-down list. Valid shipping methods are specified on the Self Service page at the business unit level.
Requested Arrival Date	Enter a date you wish the shipment to arrive, if applicable. This field is optional.
Single Shipment	Select to prevent partial shipments of this order.
Ship as Items Available	Select to allow partial shipments. Note. Partial shipments may increase freight charges.

Product Information

This section lists the products that are added to the order. Click a product link to view product details. On the Product Details page, you can change quantity or view or configure a configurable product, or view and change attributes for a product with attributes.

Total Charges

This section lists the current billable charges of the order. If you add or remove products from the order and you want to make sure that the charges are updated, click the Recalculate button to refresh the total charge of the order.

Invoice Payment Info, Account Payment Information and Credit Card Payment Info

A self-service user can decide which of the available payment methods to use for the order. The system determines the different payment methods that are available to the user based on the defined customer as well as the preferred payment method that is established on the customer's or consumer's record.

Enter a customer purchase order number if you are paying by invoice. Enter an account number if you are ordering a service that can be billed to a service account, such as a cable television account. Enter credit card information if you plan to pay by credit card.

Note. A self service user is required to enter either the invoice or the credit card information each time an order is placed. After the order is submitted, the payment information, together with other order-specific information, is viewable in the Order Status component.

Verification Number

Enter the credit card verification number. This field becomes required if the Credit Card Verification Number Required option is selected on the General Options page.

After the order is saved, the verification number is masked and unavailable for review. This number is deleted automatically from the system after the authorization of the credit card transaction is completed (passed or failed).

(what's a verification number)

Click to see an example of where a verification number can be found on a credit card.

Billing Address Information

This section lists the default billing address of the self-service user. You can select another existing billing address or create a new one for the order by clicking the Change Address link.

Order Note

This section lets you enter any note you want to add for the corresponding order.

Handling Multiple Shipments

Access the Multiple Shipments page (click the Multiple Shipments button on the Checkout - Shipping and Payment page).

If there are two or more order lines in the shopping cart, you can divide shipments.

To divide shipments:

Select the product that you want to designate for a separate shipment on the Multiple Shipments page.
Click the New Shipment button to request a new shipment.

Note. You cannot split a single line consisting of more than one quantity of a single item into two shipments. Also, you cannot ship components of a single package separately.

Accessing and Changing Product Attributes

Access the Attributes page (click the Attributes link of a product line (if available) on the Checkout - Shipping and Payment page).

If available for that product, access the Attributes page by clicking on the Attributes icon next to a product.

Fields on the Attributes page are dynamic. You define the attributes that are necessary for the products that you sell. Attributes are an optional feature. Attribute groups allow you to associate a different set of attributes to different sets of products.

Receiving an Order or Quote Confirmation

Access the Order Confirmation page or the Quote Confirmation page (click the Submit Order button or the Save as Quote button on the Checkout - Shipping and Payment page).

Notes and Attachments Summary

Click to view any notes and attachments that are created for the corresponding quote.

Product Information

Click the product link to return to the Product Detail page where you can click the Order Again button to place another order or click theReturn to Order Status button to access the Order Details page again.

Changing a Submitted Order Derived from a Quote

Access the Checkout - Order Change page (click the Change Order link (from a quote) on the Checkout - Shipping and Payment page).

Yes - Proceed

Click this button to proceed in making changes to an order that has been submitted from a quote.

Note. Making changes in an order submitted from a quote can result in the entire order being repriced.

Viewing Order or Quote Status

This section discusses how to:

Search for orders.
View order details.
Search for quotes.
View quote details.
Convert a quote to an order.
Track orders.

Pages Used to View Order or Quote Status

Page Name	Definition Name	Navigation	Usage
Order Status	RE_ORD_SEARCH	Order Status, Order Status	Search for orders in the system.
Order Status - Order Details	RE_STATUS	Click an order link on the Order Status page.	View line information for orders. You can also copy this order to the shopping cart.
Quote Status	RE_QUO_SEARCH	Quote Status, Quote Status	Search for quotes in the system.
Order Status - Quote Details	RE_STATUS	Click an quote link on the Quote Status page.	View line information for quotes. You can also convert this quote to an order.

Searching for Orders

Access the Order Status page (Order Status, Order Status).

Note. Either the Order Status or the Quote Status page becomes available when you click theAdvanced Search link.

Search	Click to search by date.
Advanced Search	Click the Advanced Search link to search for orders by date, order ID, customer PO, and order status.
Order Status	Search for orders using advanced search by entering one of these order status conditions: Cancelled Complete Expired Generating Note. This status indicates that the Business Project is in the process of creating the individual orders. Only a master bulk order can have this status. Hold In Fulfillment Note. In Fulfillment status indicates an order that is being processed to be shipped or provisioned. New Partial Hold Submitted
Order ID	Click the order link to access the Order Details page.

Viewing Order Details

Access the Order Status - Order Details page (click an order link on the Order Status page).

Note. To view order details for orders that originated externally, an external link must be defined on the Order Capture Setup Workbench.

Order ID	Displays the PeopleSoft Order number or quote number.
Status	Displays the current status of the order or quote.
Shipment	Displays shipment information and links for tracking orders. When you click the Track Shipment link, you transfer to the shipment provider, where you can view the status of your packages. Note. Information is available only for orders that have a shipment and a PRO_NUMBER defined to a web site, such as for United Parcel Service (UPS) or Federal Express (FEDEX.)
Product	Click the product link to view product details. Note. Depending on the fulfillment system with which your system integrates, products or packages within packages may display their statuses individually and not as a package.
Order Again	Click to copy this order to the shopping cart. Note. Your original order does not change.

Searching for Quotes

Access the Quote Status page (Quote Status, Quote Status).

Quote Due Date

Displays the date on which the quote must be captured before the quote automatically expires.

Expiration Date

Displays the date after which the quote is no longer valid.

Note. Advanced search criteria for quote status are slightly different from advanced search criteria for order status in that the criteria can entail quote due date and expiration date parameters.

Viewing Quote Details

Access the Quote Status - Quote Details page (click an quote link on the Quote Status page).

Click a quote link in the Quotes section to view quote details.

Converting a Quote to an Order

Access the Quote Status - Quote Details page (click an quote link on the Quote Status page).

Click the Submit as Order button on the Quote Details page to convert a quote to an order. You can add or remove products prior to conversion, but this causes the quote to lose its special pricing (if applied) and be repriced. Once you click the Submit as Order button, shipping and payment options are available on the checkout page and you can select shipping options, such as multiple shipments. You can also change the shipping destination, as well. Submitted quotes become Open orders.

Tracking Orders

Access the Order Status - Order Details page (click an order link on the Order Status page).

For a particular order, access the Order Status - Order Details page from the Order Status page, then click the Order Tracking link that is a uniform resource locator (URL) to the third-party system. You can see the status of your packages. This link only appears when URL links for tracking are set up in advance.

Important! You can use the Order Status page to link to an order fulfillment system with the keys for that order. When you click the link, a fulfillment page appears that provides order status details. For example, a link to the PeopleSoft Order Management order status page provides real-time status from that particular fulfillment system.

Recommended Product	The system can highlight various products and distinguish them as recommended products in the various catalogs. However, you can click any product link to access its Product Details page. For example, if you click the Prepaid Talk 50 product link, you can access the Product Details page for this product to view the product description.
Need help choosing a product?	Click to launch PeopleSoft Real-Time Advisor, which displays a form with questions about your product requirements, then returns product recommendations based on your answers.
Compare	Select check boxes for up to three products for product comparison.
Add to Compare Pad	Click to add the selected products awaiting to be compared.
Compare Selected	Click to display the attributes of up to three products side-by-side in the compare pad. The compare pad content is determined by a display template that is set up for the product catalogs. Some functionality for the Compare Pad will differ based on your installation.

Add to Cart	Add the product to your shopping cart.
Agreements for this product and Enhance this product with these additions	Click, if available, to display links for additional item information, such as preventive maintenance, service agreements, and enhancements for the selected product. Click the item links for more information.

Details	Click to access the Product Details page to view the product's description and additional details.
Remove	Click to remove a product from the current comparison. In order to facilitate cross catalog comparisons, products stay on the compare pad until they are removed.
Return to Catalog	Click to return to the catalog to add additional products to the comparison. The compare pad can display up to three products in a comparison. Remove any products that should no longer be compared.

Next	After selecting or entering your applicable response, click to move to the next dialog in the series of the advisor's questions.
Recommend	Click to access the list of product recommendations that the Advisor generated based on your answers to the advisor dialog.
Exit	Click to leave the current dialog session.

Product ID	Enter the product ID.
Quantity	Enter a quantity. If you do not select a quantity, the system assigns the default quantity 1.
Units	Enter either the unit of measurement (UOM) code (such as ea.) or the UOM description (such as each.)
Notes	Add notes, which appear for the specified product when you access the shopping cart.

Submit Order	Click to submit the order for processing. You receive an order confirmation.
Save as Quote	Click to save as a quote. You receive a quote confirmation.
Change Order	Click to return to the shopping cart and make changes.

Notes and Attachments Summary	Click to view any notes and attachments that are created for the corresponding quote.
Product Information	Click the product link to return to the Product Detail page where you can click the Order Again button to place another order or click theReturn to Order Status button to access the Order Details page again.

Quote Due Date	Displays the date on which the quote must be captured before the quote automatically expires.
Expiration Date	Displays the date after which the quote is no longer valid.