PeopleSoft CRM 9.1 Automation and Configuration Tools PeopleBook

Getting Started with PeopleSoft CRM Automation and Application Configuration Tools

This chapter provides an overview of the PeopleSoft CRM Automation and Application Configuration Tools PeopleBook and discusses:

Automation and application configuration business processes.
Automation and application configuration implementation.

PeopleSoft Automation and Application Configuration Overview

This book discusses tools that you can use to send communications to workers and customers, to automate PeopleSoft CRM processes, and to control the behavior and appearance of PeopleSoft CRM applications. The tools that this book discusses are common to multiple CRM applications.

This book contains these parts:

Correspondence management

This part discusses tools for sending notifications and correspondence to customers and CRM staff. Topics include template-based correspondence, ad hoc correspondence, and the PeopleSoft CRM worklist.
Automation tools

This part discusses tools for automating and standardizing processes. Topics include PeopleSoft CRM workflow, Active Analytics Framework (AAF), and scripts.
Configuration tools

This part discusses tools for configuring the behavior and appearance of your applications. Topics include configuring search pages, display templates, text trays, toolbars, attributes, and industry-specific field labels and field values. This part also discusses how to further configure applications by referencing your own custom application classes at predefined points in specific CRM processes.
Knowledge management

This part discusses the setup of Verity search.
Business process management tools

This part discusses tools for automating and standardizing business process using the delivered business project functionality or by enabling web-based services through Business Process Execution Language (BPEL) and Service-Oriented Architecture (SOA).

PeopleSoft CRM Automation and Application Configuration Business Processes

This section summarizes the business processes associated with PeopleSoft CRM correspondence management, automation, and application configuration. The business process chapters in this PeopleBook offer detailed information.

Correspondence Management

Correspondence management enables users to:

Use the PeopleSoft CRM worklist to manage notifications and work assignments.
Define correspondence templates.
Send correspondence of various types, both template-based and free-form.

Automation

PeopleSoft CRM automation tools enable users to:

Create business rules and perform automated actions, such as send automated notifications and assign tasks to worklists, based on the evaluation of business rules.
Create and run various types of scripts.

For example, users can run troubleshooting scripts either from a case or from lead qualification scripts from a sales lead.

Application Configuration

PeopleSoft CRM application configuration tools enable you to change the appearance and behavior of your applications. Rather than supporting specific business processes, these tools give you the ability to tailor the environment in which other business processes occur.

Knowledge Management

PeopleSoft CRM knowledge management tools provide keyword searching capabilities (Verity).

Business Process Management

PeopleSoft CRM business process tools enable users to initiate, manage, and monitor business processes using:

The integration with the Oracle BPEL Process Manager.
The business project framework that is delivered in the CRM system.

PeopleSoft CRM Automation and Application Configuration Implementation

PeopleSoft Setup Manager enables you to review a list of setup tasks for your organization for the products that you are implementing. The setup tasks include the components that you must set up, listed in the order in which you must enter data into the component tables, as well as links to the corresponding PeopleBook documentation.

PeopleSoft automation and configuration tools also provide component interfaces to help you load data from your existing system into PeopleSoft tables. Use the Excel to Component Interface utility with the component interfaces to populate the tables.

This table lists some of the components that have component interfaces:

Component	Component Interface	Reference
RBC_DEFINE_TKNGRP	RBC_DEFINE_TKNGRP_SCI	See Defining Term Groups.
RBC_DEFINE_SUBTMPL	RBC_DEFINE_SUBTMPL_SCI	See Defining Subtemplates.
RBC_DEFINE_TEMPLAT	RBC_DEFINE_TEMPLAT_SCI	See Creating Template Definitions.
RBC_DEFINE_USAGE	RBC_DEFINE_USAGE_SCI	See Defining Package Usages.
RBC_DEFINE_PACKAGE	RBC_DEFINE_PACKAGE_SCI	See Defining Packages.
RBC_SERVER_CMP	RBC_SERVER_CMP_SCI	See Defining Printers.
RBC_CM_SYSDEFN	RBC_CM_SYSDEFN_SCI	See Defining System Settings for Template-Based Correspondence.
RC_TASK	RC_TASK_SCI	See Defining Tasks.
RC_ACTIVITY	RC_ACTIVITY_SCI	See Defining Phases.
RC_BUS_PROCESS	RC_BUS_PROCESS_SCI	See Defining Business Projects.
RC_INVALID_ACTIONS	RC_INVALID_ACTIONS_SCI	See Defining Invalid Actions.
RC_BP_TRACE	RC_BP_TRACERB_ACT_RQST _SCI	See Tracking Business Project Status.
RB_SRCH_PARMS	RB_SRCH_PARMS_SCI	See Defining Record-Based Indexes.
RB_SRCHIDX_TMPL	RB_SRCHIDX_TMPL_SCI	See Configuring Search Definitions.
RC_QUESTION	RC_QUESTION_SCI	See Defining Questions and Question Groups.
RC_ANSWER_SET	RC_ANSWER_SET_SCI	See Defining Answer Sets.
RC_RATE_SET	RC_RATE_SET_SCI	See Defining Rate Sets.
RC_RULE_PNLG	RC_RULE_PNLG_SCI	See Defining Rules and Rule Sets.
RC_BS_FUNCTION	RC_BS_FUNCTION_SCI	See Defining PeopleCode Functions for Scripts.
RC_QUESTION_GRP	RC_QUESTION_GRP_SCI	See Defining Questions and Question Groups.
RC_BS_ACTION_PNLG	RC_BS_ACTION_PNLG_SCI	See Defining Actions and Action Sets.
RC_BS_ACTIONSET	RC_BS_ACTIONSET_SCI	See Defining Actions and Action Sets.
RC_TOKEN	RC_TOKEN_SCI	See Defining Tokens.
RC_VARIABLE	RC_VARIABLE_SCI	See Defining Variables.
RC_BSCRIPT	RC_BSCRIPT_SCI	See Creating Scripts.
RB_ATTRIBUTE	RB_ATTRIBUTE_SCI	See Setting Up Attributes.
RB_OBJECT_TYPE	RB_OBJECT_TYPE_SCI	See Identifying Attribute-Enabled Objects.
RB_ATTR_RULE	RB_ATTR_RULE_SCI	See Setting Up Attributes.
RB_ATTR_GROUP	RB_ATTR_GROUP_SCI	See Setting Up Attributes.
RB_OBJ_ATTR_GRP	RB_OBJ_ATTR_GRP_SCI	See Associating Attribute Groups with Objects.
RBF_APPFORM_SETUP	RBF_APPFORM_SETUP_SCI	See Viewing Financial Account Information.
RB_UPD_ACT_RQST	RB_UPD_ACT_RQST_SCI	See Creating Action Request Codes.
RB_WF_RULE	RB_WF_RULE_SCI	See Defining Workflow Actions for Business Projects.
RB_WF_DEFAULTS	RB_WF_DEFAULTS_SCI	See Defining PeopleSoft Process Scheduler Settings for Workflow.
RB_WL_GRID_DFN	RB_WL_GRID_DFN_SCI	See Defining Worklists.
RB_WF_WL_GRP	RB_WF_WL_GRP_SCI	See Defining Worklists.
RB_WF_URL_SETUP	RB_WF_URL_SETUP_SCI	See Redirecting Links.
RB_TOOLBAR_DEFN	RB_TOOLBAR_DEFN_SCI	See Configuring Toolbars.
RB_TB_BUTTON_DEFN	RB_TB_BUTTON_DEFN_SCI	See Defining Toolbar Buttons.
RB_RI_STATUS_SETUP	RB_RI_STATUS_SETUP_SCI	See Modifying Interaction Status.
RB_EM_OB_NOTIFY	RB_EM_OB_NOTIFY_CI	See Sending Manual Notifications.

Other Sources of Information

In the implementation planning phase, take advantage of all PeopleSoft sources of information, including the installation guides, data models, business process maps, and troubleshooting guidelines. A complete list of these resources is in the preface of the PeopleSoft CRM 9.1 Application Fundamentals PeopleBook, PeopleSoft CRM 9.1 Business Object Management PeopleBook and PeopleSoft CRM 9.1 Product and Item Management PeopleBook with information on where to find the most up-to-date version of each.