PeopleSoft Campus Solutions 9.0 Application Fundamentals PeopleBook

Introducing Customer Relationship Management for Higher Education

This chapter provides an overview of PeopleSoft Customer Relationship Management for Higher Education (CRM for Higher Ed) and discusses how to:

Enable integration with CRM for Higher Ed.
Configure the CRM 360-degree view.

Note. CRM for Higher Ed is an extensive feature. To fully understand the functionality, it is important to read the identified CRM PeopleBook sections and the related Developer's Guide.

See Also

PeopleSoft CRM for Higher Education PeopleBook

CRM for Higher Education Developer's Guide

Understanding CRM for Higher Ed

The PeopleSoft CRM for Higher Education 9.1 release deeply integrates with Campus Solutions for best practice recruitment and retention business process flows, and shares and transfers data between the two systems. This new feature extends the ability to utilize Campus Solutions (CS) and PeopleSoft CRM together to improve institution goals in recruiting and retention. CRM for Higher Ed functionality primarily impacts three areas within CS:

Prospective student recruiting, including test score processing.

See PeopleSoft CRM for Higher Education PeopleBook, "Recruiting Students"

See Processing External Test Scores.
Retention

See PeopleSoft CRM for Higher Education PeopleBook, "Retaining Students"

See PeopleSoft CRM for Higher Education PeopleBook, "Service Center for Higher Education"
The 360-degree view of constituent records and constituent support services.

See PeopleSoft CRM for Higher Education PeopleBook, "Working with the 360-Degree View"

CRM uses CS Search/Match functionality to look for suspect and prospect records, so that your institution can identify and resolve any potential duplicate records. CRM then updates the records as applicants. CRM also respects CS user security; if a user ID is the same in both CRM and CS, then access is the same in both systems.

Some CS setup is required, to enable interaction with CRM for Higher Ed, on the Student Admin Installation and Configure Integrations components. Additional PeopleTools setup and configuration is also required in Integration Broker to define the services and messaging that facilitate information sharing between the two systems. The CS and CRM systems must be connected and synchronized to enable CRM for Higher Ed to function properly. The CRM for Higher Education Developer's Guide contains detailed information on setting up Integration Broker.

Important! Your system must have PeopleTools release 8.5 installed to properly use CRM for Higher Ed functionality.

Enabling Integration with CRM for Higher Ed

This section discusses how to:

Enable CRM for Higher Ed integration.
Exchange data using enterprise integration points (EIPs).

Page Used to Enable CRM for Higher Ed

Page Name	Definition Name	Navigation	Usage
SA Features	SCC_INSTALL_SA2	Set Up SACR, Install, Student Admin Installation, SA Features	Enable integration with CRM for Higher Education functionality.

Enabling CRM for Higher Ed Integration

Access the SA Features page.

If CRM and Campus Solutions are both licensed at your institution, select the CRM for Higher Education check box to enable CS and CRM to share data in real time.

Further setup for messaging is addressed in the CRM for Higher Education Developer's Guide.

Exchanging Data Using EIPs

This section provides an overview of EIPs for messaging between CS and CRM, as well as business process flows.

Understanding EIPs

When PeopleSoft CRM for Higher Education 9.1 is enabled, CRM can be the system of record for recruiting and retention. This functionality provides recruiters with a wide variety of data about suspects, prospects, and applicants. When there is a change in lifecycle data for a student in CS, that data change needs to be reflected in CRM as well. EIPs enable your institution to exchange data between CS and CRM. EIPs publish data either whenever data updating happens for the given entities of the EIPs or when the user requests data. This data can be created, updated, or deleted through various channels like components, component interfaces, and batch processes.

EIPs follow an asynchronous model. The systems simply send messages, without expecting any acknowledgement. Messages are activated and configured using Integration Broker. The CRM for Higher Education Developer's Guide contains detailed information on activating messages for Integration Broker.

See CRM for Higher Education Developer's Guide

Delivered EIPs

There are two steps to using EIPs. Before your system can use them, your institution must have data set up within CS (such as academic structure, terms, types, test IDs) and must also implement role-based security for programs and plans. EIPs bring this data into CRM. Then, your system can trigger EIP messages, which CRM then subscribes to and populates the tables within the CRM system that hold that data. All EIP messages send data from CS to CRM, except for SAD_TEST_SCORES_SYNC, which is a bidirectional message.

When triggered, control table EIP messages populate setup tables in CRM and then populate pages with the same data setup in CS. After the control table data is in CRM, users can then create prospects. Note that prospect, applicant, and student data EIPs are designated sync or fullsync. Fullsync EIPs republish all the data in their source records at once. Incremental sync EIPs send real-time sync messages; as soon as you make a change in CS, the system triggers the sync and sends only the changed information to PeopleSoft CRM. EIPs can be published in batch mode or online mode. Batch mode is used when an Application Engine, SQR, or COBOL process updates many records; online mode is used when ad hoc updates are made to a particular record.

The CRM for Higher Education Developer's Guide contains detailed information on all delivered EIPs and web services.

See CRM for Higher Education Developer's Guide

Business Process Flow Examples

The following graphics illustrate two examples of an EIP sequence as the messages move data between CS and CRM:

Example of message flow for Suspect to Applicant

Example of message flow from Applicant to Alumnus

Configuring the CRM 360-Degree View

This section provides an overview of the 360-degree constituent view and its security, lists prerequisites, and discusses how to:

Configure Campus Community data filters.
Configure Financial Aid data filters.
Configure Contributor Relations data filters.
Review configuration scenarios.

Understanding the CRM 360-Degree Constituent View

The CRM 360-Degree View component displays summary information that enables generalists and specialists to solve the higher education issues reported by constituents. In addition, the functionality enables a holistic, actionable view of the constituent that combines CRM and CS data in real time and is configurable depending on the role (marketer, recruiter, advisor, and so on) of the user who is accessing the component. CS provides this summary information through Integration Broker services. These services call the core CS system and respond to CRM with an aggregation of data that populates the following Higher Education sections of the 360 Degree View:

Biodemographic Information
3C's - Interactions
Recruiting
Admissions
Transfer credits
Academics
Finances
Financial aid
Transcript requests
Contributor Relations
Affiliations

See PeopleSoft CRM for Higher Education PeopleBook, See the "Working with the 360-Degree View"

The system uses an aggregation web service (SCC_CONSTITUENT - SCC_CONSTITUENT_READ360SUMMARY) to populate the 360-degree view. When CRM sends a request for constituent information, CS generates 12 local requests to gather data for each section of the 360-degree view and feeds that data to the aggregation service, which then sends a single populated message back to CRM based on the user's security access in both CS and CRM. This process follows a synchronous model; the message and response is processed in real time, using request handlers that are configured on the Request Handlers page.

When the system runs PERSON_BASIC_SYNC, it creates a record in CRM for every constituent with an EMPLID in CS. The CRM consumer role is needed to access certain CRM constituent information for an ID. For constituents who did not complete the standard student life cycle, a consumer role may not have been created. For example, a donor who never attended as a student will have an ID created in CRM during the sync, but no role will be assigned. To assign the consumer role to an individual in CRM, see the PeopleBook PeopleSoft CRM Business Object Management PeopleBook, "Defining Person Business Objects," Viewing and Updating Primary Person Information. Once you have added the consumer role to an ID, the ID appears in search results for components like the Constituent 360 Degree View.

Understanding Security

In the 360-degree constituent view pages, the CRM system honors CS security settings. For example, if a user chooses to view Financial Aid information but he does not have underlying access to the CS functional area, the data will not appear. For users to view all areas of the Higher Education Information portions of the 360-Degree View, they must have security access to the pages and components that feed the section. The following table describes how the information that is passed to CRM can be controlled:

Section Name	Section Display Secured by
Constituent Summary	Academic Institution Security
Checklists/Communications/Comments	3C Group Security
Recruiting	CRM system security
Admissions	Application Center Security
Transfer Credits	No row-level security view applied
Academics	Academic Institution Security, Institution/Campus Security, Institution/Career Security, Academic Program Security, Plan settings
Transcript Requests	Academic Institution Security, Transcript Type Security
Student Financials	Business Unit security
Financial Aid	Academic Institution Security, Security Views
Contributor Relations	Academic Institution Security, CR Business Unit Security
Affiliations	Academic Institution Security

In addition, Security View settings for each request handler defined on the Request Handlers page affect a user's view.

Understanding Request Handlers

CS system request handlers have a significant impact on the security of many components in the 360-Degree View, because they enable the setting of particular security views. There is one overall, externally available request handler for the "aggregation service" (SCC_CONSTITUENT), and then each of the components has its own internal request handler. This service interacts with CRM and serves as the front end to all the others, which gather the information for CRM internally in CS. Request handlers are defined on the Request Handlers page (Set Up SACR, System Administration, Integrations, Request Handlers). The CRM for Higher Education Developer's Guide contains more complete details about security.

Prerequisites

Setup is required in both the CS and CRM systems to enable the CRM 360-degree view. The PeopleSoft CRM for Higher Education PeopleBook documents CRM setup requirements. Within the CS system, you must enable CRM integration on the SA Features page and set up data filtering parameters using the Configure Integrations component.

Pages Used to Configure the 360-Degree View

Page Name	Definition Name	Navigation	Usage
Configure Integrations - Campus Community	SCC_WSC_COMMUN	Set Up SACR, System Administration, Integrations, Configure Integrations, Campus Community	Define or limit the Campus Community data to be picked from CS for displaying in the CRM 360–degree view.
Configure Integrations - Financial Aid	SCC_WSC_FINANC	Set Up SACR, System Administration, Integrations, Configure Integrations, Financial Aid	Define or limit the Financial Aid data to be picked from CS for displaying in the CRM 360–degree view.
Configure Integrations - Contributor Relations	SCC_WSC_FINANC	Set Up SACR, System Administration, Integrations, Configure Integrations, Financial Aid	Define or limit the Contributor Relations data to be picked from CS for displaying in the CRM 360–degree view.

Configuring Campus Community Data Filters

Access the Campus Community page.

The fields on this page enable you to define the data that should be included in the EIPs that populate the Summary portion of the CRM 360-degree view.

Contact Method Usage

The Address, Email, and Phone fields define the order in which the system searches for and uses the associated data. Address and phone usage settings are defined on the Address Usage and Phone Usage pages in PeopleSoft Campus Community.

Checklists/Communications/Comments

A large volume of data pertaining to 3Cs may be available. Use these options to limit the data that should be sent to populate the CRM 360-degree view. You can either Include All data or data for the past few months. By entering a value for Include previous month(s), such as 3, you limit the 3C data to the past 3 months. Three months is the recommended 3C period to avoid potential data relevance and performance issues; however, your institution should adjust this period according to its business processes.

See Also

Establishing Address Usages

Establishing Phone Usages

Configuring Financial Aid Data Integration

Access the Financial Aid page.

The fields on this page enable you to define the data that should be included in the EIPs that populate the Financial Aid portion of the CRM 360-degree view. That page displays one aid year at a time in the grid, and lists the current aid year first.

Select the option to Include All financial aid year data for a person in the message sent to CRM 360-degree view, or only data from Selected Financial Aid Year(s).

See Also

Establishing Aid Years

Configuring Contributor Relations Data Integration

Access the Contributor Relations page

The fields on this page enable you to define Person/Org Relationship data that should be included in the EIPs that populate the Contributor Relations portion of the CRM 360-degree view. That part of the 360-degree view displays all summarized giving information for the relationship.

It is possible that a constituent may have relationships with other persons and organizations, and the default value on this page is to Include All Relationships. However, your institution may not want to include every relationship in the CRM 360-degree view. So, select a relationship option to define what relationships are applicable to be sent to CRM. If you choose Selected Relationship(s), then you must select the ID Type and Person Description for each selected relationship. Only those relationships selected here will be applicable for sending across to CRM 360-degree view. Selecting pertinent relationships only, such as parents or spouse, is recommended.

See Also

Establishing Relationships

Reviewing Configuration Scenarios

This section provides examples and sample step-by-step procedures for enabling and configuring:

360-degree view.
EIPs.
Test score post.

Configuring the 360-Degree View

To set up services filter data:

Select Set Up SACR, System Administration, Integrations, Configure Integrations.
In the Contact Method Usage group box , Address field, select ADDR LAND.
In the Email field, select LAND&EMAIL.
In the Phone field, select SAIP PHONE.
In the Checklists/Communications/Comments check box, select the Include Previous Months option and enter 3 in the adjacent box.
Click the Financial Aid tab.
In the Financial Aid group box, select the Include All option.
Click the Contributor Relations tab.
In the Contributor Relations group box, select the Include All option.
Click the Save button.

Configuring EIPs

To set up queues:

Select PeopleTools, Integration Broker, Integration Setup, Queues.
Change the Queue Status to Run for the following queues, if they are not already set: SAD_CRM_SETUP, SAD_CRM_DATA, PERSON_DATA.

Configuring Test Score Posting

To manually set a node as segment aware and configure a node to handle segmented messages:

Select PeopleTools, Integration Broker, Integration Setup, Nodes.
Select the CRM node (PSFT_CR) with which to work and click the Search button.

The Node Definitions page appears.
Select the Segment Aware check box.
Click the Save button.

See Also

CRM for Higher Education Developer's Guide