This preface discusses:
PeopleSoft Enterprise CRM application fundamentals.
PeopleSoft Enterprise CRM automation and configuration tools.
PeopleSoft Enterprise CRM services foundation.
PeopleSoft Enterprise CRM business object management.
PeopleSoft Enterprise CRM product and item management.
Note. All information found in this PeopleBook is applicable to PeopleSoft Enterprise CRM for High Technology.
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.
This part discusses PeopleSoft CRM workflow, the Active Analytics Framework (AAF), business projects, and scripts.
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.
This part discusses how system users manage their contacts and tasks.
This part discusses setting up agreements and warranties.
This part discusses how to set up and use SmartViews to manage key customer segments and accounts in a central environment.
PeopleSoft Enterprise Customer Relationship Management Application Fundamentals Preface
The PeopleSoft Enterprise CRM 9.1 Industry Application Fundamentals PeopleBook discusses configuration options including security and financial account administration common to PeopleSoft vertical solution applications.
The PeopleSoft Enterprise CRM 9.1 Industry Application Fundamentals PeopleBookcontains essential information describing the setup and design of PeopleSoft CRM industry-specific applications and the use of features that are common to multiple applications within PeopleSoft CRM industry applications, including information about:
Industry-specific set IDs and roles.
Products for industries.
Arrangements and contracts.
Industry-specific business objects.
Application security for financial services.
PeopleSoft Enterprise CRM Industry Application Fundamentals Preface
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:
This part discusses the setup and application of manual notifications, automatic notifications and manual correspondence requests among CRM objects.
This part discusses PeopleSoft CRM workflow, the Active Analytics Framework (AAF), and scripts.
This part discusses configurable search pages, configurable toolbars, attributes, display templates and industry-specific field labels and field values.
This part discusses Verity Search setup.
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.
PeopleSoft CRM Automation and Configuration Tools Preface
The PeopleSoft Enterprise CRM 9.1 Services Foundation PeopleBook discusses configuration options that are common to PeopleSoft Enterprise Integrated FieldService, PeopleSoft Enterprise Order Capture, and the PeopleSoft call center applications (PeopleSoft Enterprise Support, PeopleSoft Enterprise HelpDesk, and PeopleSoft Enterprise HelpDesk for Human Resources).
There are three parts to the PeopleSoft Enterprise CRM 9.1 Services Foundation PeopleBook:
Solution management enables users to establish a set of predefined solutions that call center agents and field service technicians can use to resolve customer problems.
Transaction Billing Processor Integration.
PeopleSoft Transaction Billing Processor enables PeopleSoft Enterprise Integrated FieldService, PeopleSoft Enterprise Support, and PeopleSoft Enterprise Order Capture to integrate with PeopleSoft Billing and PeopleSoft General Ledger through the use of the PeopleSoft Contracts architecture. The integration enables PeopleSoft CRM users to bill and book revenue for recurring, one-time, and on demand services.
The integration with ESRI, a mapping software, enables users to view the location of reported cases and the location of field service activities.
PeopleSoft CRM Services Foundation Preface
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 9.1 Business Object Management PeopleBook.
PeopleSoft Enterprise Customer Relationship Management Business Object Management Preface
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.
PeopleSoft Enterprise CRM Product and Item Management Preface
Cross-references to PeopleTools documentation refer to the PeopleTools 8.50 PeopleBooks.
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.
PeopleBooks and the PeopleSoft Online Library Preface
Accessing PeopleBooks and the PeopleSoft Online Library
Managing the PeopleSoft Online Library and PeopleBooks
Customizing the PeopleSoft Online Library
Glossary of PeopleSoft Enterprise Terms