PeopleSoft CRM 9.1 Automation and Configuration Tools PeopleBook

Oracle's PeopleSoft CRM Automation and Configuration Tools Preface

This preface discusses:

PeopleSoft application fundamentals.
PeopleSoft business object management.
PeopleSoft services foundation.
PeopleSoft product and item management.
PeopleTools PeopleBooks

Note. All information found in this PeopleBook is applicable to PeopleSoft CRM for High Technology.

PeopleSoft Application Fundamentals

The PeopleSoft 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 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 Business Object Management

The PeopleSoft CRM 9.1 Business Object Management PeopleBook discusses how to create and manage customer and worker business objects in PeopleSoft CRM.

The PeopleSoft 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 Services Foundation

The PeopleSoft CRM 9.1 Services Foundation PeopleBook discusses configuration options that are common to Oracle's PeopleSoft Integrated FieldService and the PeopleSoft call center applications (PeopleSoft Support, HelpDesk, and HelpDesk for Human Resources).

There are three parts to the PeopleSoft CRM 9.1 Services Foundation PeopleBook:

Entitlement management.

This part discusses how solution management enables users to establish a set of predefined solutions that call center agents and field service technicians use to resolve customer problems.
Transaction Billing Processor Integration.

This part discusses how PeopleSoft Transaction Billing Processor enables PeopleSoft FieldService, PeopleSoft Support, and PeopleSoft Order Capture to integrate with PeopleSoft Billing and PeopleSoft General Ledger through the use of the PeopleSoft Contracts architecture. Also covered is how this integration enables PeopleSoft CRM users to bill and book revenue for recurring, one-time, and on demand service.
Environmental Systems.

This part covers the Research Institute (ESRI) integration. The integration with ESRI, a mapping software, enables users to view the location of reported cases and the location of field service activities through the Map Dashboard.

PeopleSoft Product and Item Management

The PeopleSoft 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.

PeopleTools PeopleBooks

Cross-references to PeopleTools documentation refer to the PeopleTools 8.52 PeopleBooks.

PeopleBooks and the PeopleSoft Online Library

A companion PeopleBook called PeopleBooks and the PeopleSoft Online 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 locally installed PeopleSoft online library, including web site folders.
Understanding documentation integration and how to integrate customized documentation into the library.
Application abbreviations found in application fields.

You can find PeopleBooks and the PeopleSoft Online Library in the online PeopleBooks Library for your PeopleTools release.