PeopleSoft Enterprise Strategic Account Planning 9.1 PeopleBook

PeopleSoft Enterprise CRM Strategic Account Planning Preface

This preface discusses:

PeopleSoft Enterprise products.
PeopleSoft application fundamentals.
PeopleSoft Enterprise CRM automation and configuration tools.
PeopleTools PeopleBooks.

Note. This PeopleBook documents only page elements that require additional explanation. If a page element is not documented with the process or task in which it is used, then either it requires no additional explanation or it is documented with common elements for the section, chapter, PeopleBook, or product line.

PeopleSoft Enterprise Products

This PeopleBook refers to the following PeopleSoft Enterprise product: Strategic Account Planning.

PeopleSoft 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 Automation and Configuration Tools

The PeopleSoft Enterprise CRM 9.1 Automation and Configuration Tools PeopleBookdiscusses automation and configuration tools that are common to multiple PeopleSoft CRM applications. This is an essential companion to the PeopleSoft CRM Application Fundamentals 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.

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.