Integrating PeopleSoft CRM with Billing

This chapter provides an overview of PeopleSoft CRM to Billing integration, and discusses how to:

• Group invoices by CRM transactions.

• Set up integration points with PeopleSoft CRM.

• Pass identifiers to PeopleSoft Billing.

• Set up Billing and CRM 360 degree view integration.

Understanding PeopleSoft CRM to Billing Integration

PeopleSoft CRM to Billing integration enables the PeopleSoft CRM Service products (which include PeopleSoft FieldService, PeopleSoft Call Center, and PeopleSoft Support) and the PeopleSoft Order Capture application to:

• Use PeopleSoft Transaction Billing Processor functionality with PeopleSoft CRM applications to manage and book revenue to the appropriate general ledger accounts for recurring and one-time services.

• Generate invoices for services rendered.

• Group CRM transactions by user-specified criteria (defined with a bill-by identifier) and generate one transaction per invoice.

For example, when a field technician has completed work at a customer site, they must report their billable items such as time, material, and expense, before completing a service order. They can enter the billable items, calculate the price of the service order, and generate service order reports in PeopleSoft CRM. When the service manager is satisfied that the service order is ready for billing, they set the status of the service order to closed to initiate a workflow transaction. This workflow transactions sends the service order transaction to the PeopleSoft Transaction Billing Processor, then to PeopleSoft Billing. PeopleSoft Billing processes the billing and accounting processing.

The following diagram illustrates the PeopleSoft CRM and SCM integration that includes components like sales, support, order management, inventory, billing and so on.

PeopleSoft CRM and SCM Integration

See Also

PeopleSoft CRM Services Foundation PeopleBook

PeopleSoft Sales PeopleBook

PeopleSoft CRM Call Center Applications PeopleBook

PeopleSoft Integrated FieldService PeopleBook

Grouping Invoices by CRM Transactions

This section provides an overview of bill-by fields that PeopleSoft Billing requires when grouping invoices by PeopleSoft CRM transactions, and discusses how to:

• Group single PeopleSoft CRM transactions per invoice.

• Group multiple PeopleSoft CRM transactions per invoice.

Understanding PeopleSoft CRM-Related Bill By Fields

When integrating PeopleSoft CRM and Transaction Billing Processor with Billing, PeopleSoft recommends that you populate the following bill-by fields to enable the Billing Interface to group invoices according to PeopleSoft CRM-specific transactions (such as service order, case ID, and so forth).

Note. These fields are not available in bill entry, do not appear in bill inquiry, have no exposure in the 360-degree view, and do not appear on invoices. Depending on the invoice format you select, you can display this information on invoices using bill notes.

The following rules are used by the CRM products to populate these fields:

• To pass an agreement number to PeopleSoft Billing, the system concatenates the agreement number and renewal number, and uses this value to populate the SOURCE_REF_NO field. The SOURCE_REF_KEY field is populated with the agreement set ID, and the SOURCE_REF_TYPE field is populated with the translate value for CRM Agreement.

• To pass a case ID to PeopleSoft Billing, the system populates the SOURCE_REF_NO field with the case ID value, the SOURCE_REF_KEY field with the case business unit, and the SOURCE_REF_TYPE field with the translate value for CRM Case.

• To pass an agreement number and a case ID to PeopleSoft Billing, the system populates the SOURCE_REF_NO field with the case ID value, the SOURCE_REF_KEY field with the case business unit, and the SOURCE_REF_TYPE field with the translate value for CRM Case. The agreement number is passed to Billing in an invoice note.

• The PeopleSoft CRM Order Capture application populates the following fields:

  • SOURCE_REF_NO, with the order number.

  • SOURCE_REF_KEY field, with the order capture business unit.

  • SOURCE_REF_TYPE, with the translate value for the PeopleSoft CRM order.

• To pass a service order to PeopleSoft Billing, the system uses the service order number to populate the SO_ID field, and the BUSINESS_UNIT_RF field with the service order number business unit. Additionally, the SOURCE_REF_NO field is populated with the service order number, the SOURCE_REF_KEY field with the field service business unit, and the SOURCE_REF_TYPE field with the translate value for CRM Service Order.

Note. Whenever the SOURCE_REF_NO field is populated in the Billing Interface, the SOURCE_REF_TYPE field must also be populated. Additionally, if there is no value for the SOURCE_REF_NO field, then the SOURCE_REF_TYPE and SOURCE_REF_KEY fields must be left blank as well.

Because PeopleSoft CRM can pass credit card transactions to PeopleSoft Billing, you should include Payment Method with the bill-by fields you use for PeopleSoft CRM.

See Also

Using the Bill-By Identifier with the Billing Interface

Setting Up Bill By Identifiers for External Sources

Defining Bill Types

Defining Bill Sources

Grouping Single PeopleSoft CRM Transactions Per Invoice

Perform the following steps to define a bill-by to group individual PeopleSoft CRM transactions onto separate invoices (for example, one invoice for each service order, case or order, or agreement):

To define a bill-by to group individual PeopleSoft CRM transactions onto separate invoices:

1. Navigate to Set Up Financials/Supply Chain, Product Related, Billing, Setup, Bill By Identifier.

   Enter the name of the Bill By in the Bill By ID field, and click the Add button to access the Bill By Identifier page.

2. Select the Ready to Invoice option in the New Bill Status group box.

3. Select the New option in the Add to Bills with Status group box.

4. In the Bill By Fields grid area, include the following bill-by fields:

   • SOURCE_REF_TYPE

   • SOURCE_REF_NO

   • SOURCE_REF_KEY

5. If you are defining a bill-by for service orders, include the following bill-by fields in addition to those you added in step 4:

   • SO_ID

   • BUSINESS_UNIT_RF

6. Click Save.

7. Navigate to Set Up Financials/Supply Chain, Product Related, Billing, Setup, Bill Type.

   Click the Add tab, enter an identifier in the Bill Type field, and click the Add button to access the Bill Type 1 page.

   Note. Identify the bill type and bill source IDs by the PeopleSoft CRM transaction type. For example, name the PeopleSoft CRM-related bill types SERVICE, CASE, CRM_ORDER, and so forth.

8. Select the bill-by identifier that you defined in step 1 in the Bill By Identifier field.

9. Define values for the remaining fields in the Bill Type component, as appropriate, and click Save.

10. Navigate to Set Up Financials/Supply Chain, Product Related, Billing, Setup, Bill Source.

    Click the Add tab, enter an identifier in the Bill Source field, and click the Add button to access the Bill Source 1 page.

    Note. Identify the bill type and bill source IDs by the PeopleSoft CRM transaction type. For example, name the PeopleSoft CRM-related bill types SERVICE, CASE, CRM_ORDER, and so forth.

11. Select the bill-by identifier that you defined in step 1 in the Bill By Identifier field.

12. Define values for the remaining fields in the Bill Source component, as appropriate, and click Save.

Grouping Multiple Transactions Per Invoice

To group PeopleSoft CRM transactions on one invoice per sold to customer (for example, if you want to include all service orders on one invoice), you must define a bill-by ID with the appropriate bill-by fields and associate that bill-by with a bill type and a bill source:

1. Navigate to Set Up Financials/Supply Chain, Product Related, Billing, Setup, Bill By Identifier.

   Enter the name of the bill-by identifier in the Bill By ID field, and click the Add button to access the Bill By Identifier page.

2. In the Bill By Fields grid area, select the SOURCE_REF_TYPE bill-by field.

   The SOURCE_REF_TYPE bill-by field is the only bill-by field required to enable multiple transactions of the same type (service orders, cases, orders, or agreement fees) to appear on one invoice for a bill-to customer.

3. Click Save.

4. Navigate to Set Up Financials/Supply Chain, Product Related, Billing, Setup, Bill Type.

   Click the Add tab, enter an identifier in the Bill Type field, and click the Add button to access the Bill Type 1 page.

   Note. Identify the bill type and bill source IDs by the PeopleSoft CRM transaction type. For example, name the PeopleSoft CRM-related bill types SERVICE, CASE, CRM_ORDER, and so forth.

5. Select the bill-by identifier that you defined in step 1 in the Bill By Identifier field.

6. Define values for the remaining fields in the Bill Type component, as appropriate, and click Save.

7. Navigate to Set Up Financials/Supply Chain, Product Related, Billing, Setup, Bill Source.

   Click the Add tab, enter an identifier in the Bill Source field, and click the Add button to access the Bill Source 1 page.

   Note. Identify the bill type and bill source IDs by the PeopleSoft CRM transaction type. For example, name the PeopleSoft CRM-related bill types SERVICE, CASE, CRM_ORDER, and so forth.

8. Select the bill-by identifier that you defined in step 1 in the Bill By Identifier field.

9. Define values for the remaining fields in the Bill Source component, as appropriate, and click Save.

Setting Up Integration Points with PeopleSoft CRM

This section provides an overview of Billing Enterprise Integration Points (EIPs) and discusses how to set up Bill Type, Bill Source, and Tax Header EIPs.

Understanding Billing EIPs for CRM

PeopleSoft CRM applications must provide a bill type and bill source when sending transactions to PeopleSoft Billing (bill type is a required field; bill source is required if you defined invoice numbering at the bill source level). Additionally, PeopleSoft CRM applications must define default bill types and bill sources at the business unit level (the one exception to this rule is for agreements, where default bill types and bill sources are defined at the setID level).

The full sync Bill Type and the full sync Bill Source EIPs publish all valid bill types and sources defined in PeopleSoft Billing in a service operation. PeopleSoft CRM can receive these service operations, which will initially create bill type and bill source definitions in the PeopleSoft CRM database.

Note. Typically, billing administrators set up the bill types and bill sources and inform the PeopleSoft CRM users of the appropriate bill types and bill sources to use.

New and modified bill types and bill sources in PeopleSoft Billing are automatically reflected in PeopleSoft CRM if the regular sync service operations are active and PeopleSoft CRM has received them.

PeopleSoft CRM applications must provide a tax code when sending transactions to PeopleSoft Billing. The full sync Tax Header EIP publishes all valid tax codes that are defined in PeopleSoft SCM in a service operation. PeopleSoft CRM can receive this service operation, which will initially create tax code definitions in the PeopleSoft CRM database.

Setting up Bill Type, Bill Source, and Tax Header EIPs

Complete the following steps in a PeopleSoft SCM database if you intend to integrate PeopleSoft CRM applications (FieldService, Order Capture, Support, and Call Center) to PeopleSoft Billing through PeopleSoft Transaction Billing Processor. After you complete the integration transactions setup in the PeopleSoft SCM and PeopleSoft CRM databases, bill type and bill source modifications made in the PeopleSoft SCM database are passed to the PeopleSoft CRM database.

Note. You are required to complete these steps only once during initial setup for the SCM database.

1. Verity that the BI_SETUP queue has a Run Queue Status.

2. Activate the service operation and routings.

3. Activate the full data publish rule for the service operation.

4. Perform the initial data synchronization to the PeopleSoft CRM database (using full sync service operations).

Note. The following tasks outline steps you perform in the PeopleSoft SCM database. You must also complete setup in the PeopleSoft CRM database to update permission lists, activate service operations and routings, and set up integration transactions.

Activate the Service Operations

PeopleSoft delivers service operations in PeopleSoft Integration Broker with a default status of Inactive. You must activate each service operation before attempting to send or receive data from a third-party source or another PeopleSoft system, such as CRM. To setup a service operation use the information in the table below and refer to the setup instruction in the PeopleSoft Supply Chain Management Integrations 9.1 PeopleBook, "Implementing Integrations" chapter, Setting Up Service Operations section.

See Setting Up Service Operations.

See PeopleTools PeopleBook: Integration Broker

Perform the Initial Data Synchronization with the PeopleSoft CRM Database

You must perform this step after you have setup the PeopleSoft CRM database to receive Billing service operations.

1. Navigate to Enterprise Components, Integration Definitions, Initiate Processes, Full Data Publish.

2. Enter a run control for the process, and click Search to access the Full Data Publish page.

3. Enter BILL_TYPE in the Request ID field.

4. Enter Bill Type Sync in the Description field.

5. Select the Once option in the Process Frequency group box.

6. Select BILL_TYPE_FULLSYNC in the Message Name field.

7. Click Save.

8. Click the Add a New Row button to enter a request ID for the BILL_SOURCE_FULLSYNC service operation within the same run control

   1. Enter BILL_SRC in the Request ID field.

   2. Enter Bill Source Sync in the Description field.

   3. Select the Once option in the Process Frequency group box.

   4. Select BILL_SOURCE_FULLSYNC in the Message Name field.

   5. Click Save.

9. Click the Add a New Row button to enter a request ID for the TAX_HEADER_TBL_FULLSYNC service operation within the same run control

   1. Enter TAX_CODE in the Request ID field.

   2. Enter TAX CODE FULL SYNC in the Description field.

   3. Select the Once option in the Process Frequency group box.

   4. Select TAX_HEADER_TBL_FULLSYNC in the Message Name field.

   5. Click Save.

10. Click the Run button to access the Process Scheduler Request page, where you can run the full data publish process.

11. Select the Full Table Data Publish (EOP_PUBLISHT) option, select a Server Name, and click OK.

    You can check the Message Log to ensure that the process completed successfully.

Passing Identifiers to PeopleSoft Billing

The following table describes the identifiers that PeopleSoft CRM can pass to Billing:

Note. The ID (Billing charge code), D (discount), and S (surcharge) are the only values in the IDENTIFIER_TBL that are available for use in online bill entry.

PeopleSoft CRM applications must pass the identifier description in base language.

The Service field can contain up to 20 characters, and the Identifier field (IDENTIFIER) can contain up to 18 characters. In cases where PeopleSoft CRM applications need to pass a Service value that uses all 20 characters, the PeopleSoft CRM application passes the truncated value of the Service ID field to the Identifier field, and passes the full Service ID value into the Packing Slip Number (PACKSLIP_NO) field. PeopleSoft CRM applications must also pass the Service Group value to the VAT Product Group field, which the system sends to the VAT Defaulting common function. The VAT Defaulting common function uses the Service Group value to determine VAT defaults (the system does not use the Service ID value to determine VAT defaults).

See Also

Populating Identifiers

Working with VAT

Setting Up Billing and CRM 360 Degree View Integration

This section provides an overview of the PeopleSoft CRM 360 degree view and discusses how to set up Billing and CRM 360 degree view integration.

Understanding the PeopleSoft CRM 360 Degree View

The PeopleSoft CRM 360-Degree View is a tool to manage customer interactions. You can use this feature as an entry point for all customer interactions, and as the central point to launch all customer transactions, such as quote and order creation, case creation, and opportunity creation.

The 360-Degree View enables the customer service representative to do the following:

• Access customer profile information.

• Manage transactions.

• Record interactions.

• View all customer interactions using the 360-Degree View tree.

Integration Between PeopleSoft CRM and Supply Chain Management

When defining the nodes for the 360-Degree View tree, you can define a node that represents invoices for the customer. This node on the 360-Degree View tree is populated by information that resides in PeopleSoft Billing.

Using a defined EIP, the customer service representative can request information from PeopleSoft Billing for invoice information that is associated with a customer. PeopleSoft Billing sends the requested information back to PeopleSoft CRM. To accomplish this:

• PeopleSoft CRM sends a request service operation (BI_EIP360_REQ) to Billing for invoices.

• PeopleSoft Billing sends a response service operation (BI_EIP360_RSP) back to CRM for the information to display under the 360-Degree View tree.

Users can click invoice links that appear on the 360-Degree View tree to access additional invoice detail in PeopleSoft Billing.

Setting Up PeopleSoft Billing and CRM 360 Degree View Integration

To integrate the PeopleSoft Billing and CRM, perform the following steps:

1. Enable the queue status.

2. Activate the service operation.

3. Activate the routing.

4. Grant security permission to the service operation.

5. Verify remote and local node setup.

Note. The node names PSFT_EP and PSFT_CR are used in the following sections as examples only. You might have different default local nodes, for example, the default PeopleSoft CRM local node might be CR880. Use the correct default local node name in each of the following setup steps.

Pages Used to Set Up PeopleSoft Billing and CRM 360 Degree View Integration

Enabling the Queue Status

The queue is delivered with a default status of Pause. To enable the queue, change the queue status to Run.

To change the queue status to Run:

1. Access the Queues page (PeopleTools, Integration Broker, Integration Setup, Queues).

2. Select Queue Name BI_EIP360.

3. In the Queue Status field, select Run.

4. Save your changes.

Activating the Service Operation

PeopleSoft delivers service operations in PeopleSoft Integration Broker with a default status of Inactive. You must activate each service operation before attempting to send or receive data from a third-party source or another PeopleSoft system, such as CRM. To setup a service operation use the information in the table below and refer to the setup instruction in the PeopleSoft Supply Chain Management Integrations 9.1 PeopleBook, "Implementing Integrations" chapter, Setting Up Service Operations section.

See Setting Up Service Operations.

Verifying Remote and Local Node Setup

PeopleSoft delivers nodes in PeopleSoft Integration Broker with a default status of Inactive. You should verify that each node is active before attempting to send or receive data from a third-party source or another PeopleSoft system, such as CRM. To verify that a node is active, access the Nodes page (PeopleTools, Integration Broker, Integration Setup, Nodes).

Verify that the PSFT_CR and the PSFT_EP nodes are active.

See PeopleTools PeopleBook: Integration Broker, "Adding and Configuring Nodes"