Understanding CDH Integration Impact on PeopleSoft ApplicationsIn this chapter, we provide an overview of CDH integration impact and discuss:
PeopleSoft Sales.
PeopleSoft Marketing.
PeopleSoft Online Marketing.
PeopleSoft Order Capture.
PeopleSoft Multichannel Applications.
PeopleSoft CRM for Financial Services.
Understanding CDH Integration Impact on PeopleSoft ApplicationsWhen PeopleSoft CRM integrates with the Customer Data Hub, all CRM application products utilize the common CDH related enhancements. For example, application transaction pages enable Smart Search and online duplicate prevention functionality, while transaction handlers deal with updating applications specific data in response to a CDH merge. In addition to common CRM enhancements, some application products also have specific enhancements made to their business flows and user interfaces to utilize features provided by CDH.
This chapter deals with specific changes to the applications as a result of the Customer Data Hub (CDH) integration with CRM. For complete details on the application and functionality, refer to the PeopleBook for the application.
PeopleSoft SalesThis section discusses the impact of the Customer Data Hub (CDH) integration with CRM on the Sales application.
For complete details on PeopleSoft Sales implementation and business processes refer to PeopleSoft Sales 9.1 PeopleBook.
Converting Lead to Opportunity
For PeopleSoft Sales, online duplicate prevention has been enabled for the Convert Lead to Opportunity business flow. When a lead, created with one or more business cards or prospects, is converted to an opportunity, the business cards that are stored locally on the lead are converted into Customer Data Model business objects. The online duplicate prevention logic ensures that the business objects do not already exist in the system as duplicates.
In this example, Lennar Builders is a Customer business card on the Lead. It does not exist in the Customer Data Model as a business object, but is simply local data on the Leads table. Similarly, Ian Walters is a Contact business card on the Lead. When the Convert button on the Toolbar is selected, the Lead to Opportunity conversion process begins.
The Convert Lead to Opportunity page is used to create a new opportunity from the lead. When you click OK, duplicate prevention logic is triggered.
If a Company record that is potentially a duplicate of the Customer business card on the lead is found in CDH, the system displays the Evaluate Duplicate Company page so you can decide if the Customer is a duplicate.
The Evaluate Duplicate Company page displays the potential duplicates of Lennar Builders. A record for Lennar Builders with a match score of 93% is shown as a potential duplicate although it shows a slightly different address from that on the Lead.
You can choose to continue creating Lennar Builders as a new Company by selecting the Use New Company link or pick the existing Lennar Builders entry. If you select the existing entry, the Opportunity is created for the existing Company and no new Company is created.
Potential duplicate records found for the Contact business card on the Lead go through a similar duplicate evaluation process.
Once the Opportunity has been created from the Lead, the business cards that previously existed on the Lead are now Customer Data Model business objects. In this example, Lennar Builders is the customer business object and Ian Walters is the contact business object.
Closing Opportunity to Won
Online Duplicate Prevention is also used when an Opportunity containing one or more business cards is closed with a Won status.
Lead Import
The Lead Import process imports Leads from a flat file into the Sales application. Each row in the flat file that corresponds to a Lead can include data for a Customer or a Contact which already exists in the system. The Lead Import process uses batch duplicate prevention logic provided by the Customer Data Hub to ensure that a new Customer or Contact record is not created for an imported Lead unless it is determined that the Customer or Contact does not already exist as a duplicate.
With CDH integration, the Lead Import functionality has been enhanced so that one of the two duplicate matching methods for customers and contacts can be used.
If the Customer Data Hub option is selected, then specialized Match Rules in the Hub are utilized to prevent duplicates from being introduced in the system. The existing matching method for Lead Import which uses Template-based Matching setups is also available as a option.
If the CDH matching option is used, match rules are executed for each Lead Import row to determine if a Customer or Contact on a Lead already exists. If a record with a Match Score greater than the Match Threshold of a rule is returned, then it is assumed that the record is a duplicate. In this case no new business object for the Customer or Contact is created and the new Lead created is connected with the existing duplicate Business Object.
If no duplicate record is found, a new Customer or Contact Business Object is created and connected to the new Lead.
If the Sales installation option, Allow Prospects, is enabled for the CRM installation, then a Business Card is created for the new Lead rather than a new business object.
The desired Duplicate Matching Method can be selected on the Sales Lead Import Template page, but you can override the selected method on the Import Sales Lead page during the actual launch of the import process.
Lead Import Template Definition
On the Sales Lead Import Templates page you configure the template for the Lead Import process.
The Select Duplicate Match Method option is displayed if PeopleSoft CRM integrates with CDH. The Duplicate Match Method chosen for the template is used as the default method whenever the template is used for Lead Import.
Select the Allow Override option if you want to allow the default method set at the Template level to be overridden during the Lead Import process.
Running the Import
In the first step of the Lead Import process you select a duplicate match method. The Duplicate Match Method initially defaults from the selected template, however it can be overridden if Allow Override was selected on the Template.
Account Teams
When two customers are merged it is possible that the account teams assigned to the customers will differ. The account team assignment and notification options are determined based on the options defined on the Account Team Options page at implementation.
There are three Account Team Assignment options available:
Remove Account Team.
No account team is assigned to the surviving customer. In this case, manual intervention is needed to assign a new account team to the survivor.
Combine Account Team.
All account team members of the non-survivors are added to the existing account team of the survivor, after removing any duplicates.
Retain Survivor Account Team.
The account team of the survivor remains unchanged, while the account teams of the non-survivors are discarded.
Notifications can be sent to the appropriate people or roles whenever account team assignments are made on a customer merge. Two role notification options have been provided:
Create Task for Role.
A Task is created for the specified role. For example, the Sales Applications Administrator role can be notified about the need to assign a new account team to a survivor.
Email Role.
An email is sent to the specified role.
Two team notification options have been provided to notify members of the account team of changes that have happened because of a merge:
Email Account Team Owners Only.
Only the account team owners of the Survivor and each Non-Survivor are sent emails describing the assignments made and any actions that need to be taken.
Email all Removed Account Team Members.
All the original members of the survivor or non-survivor that are no longer on the new account team of the survivor are sent emails.
PeopleSoft MarketingThis section discusses the impact of the Customer Data Hub (CDH) integration with CRM on Marketing.
For complete details on PeopleSoft Marketing implementation and business processes refer to PeopleSoft CRM 9.1 Marketing Applications PeopleBook.
Smart Search Functionality
If you have implemented CDH, business object Search pages will have a user check box option to use the Smart Search feature. These Marketing components and fields are affected:
Marketing Programs: Sponsor, Team Member, Task Assigned To, and Task Assigned By fields.
Content: Owner.
Audiences.
Offers.
Marketing Calendar.
Duplicate Prevention
When Quick Create pages invoke a BO search for potential matches, the user will have an option to use Smart Search. If potential matches are found, they will appear on the Potential Duplicates page region with a match score that shows the likelihood of the match being a duplicate. This will occur when a user creates a Program Sponsor on a Marketing Campaign or a Team Member on a Marketing Calendar.
Impacted Features
When business objects that are referenced by the Marketing Programs, Offer History, Offer Partners, Notification Trigger, Marketing Audiences, and Telesales Leads transactions are merged, any merge-from BO_IDs will be replaced by the merge-to BO ID. Tasks that are associated with these transactions are similarly affected.
Note that worker BOs will not be merged; therefore, only campaign sponsors and team members who have the Worker role are affected.
If a merge results in a duplicate lead within a campaign program, the RC_PROSPECT_STAT field on the duplicate lead record is set to Done so that the lead will not be worked on. The merge-from contact will be replaced with the merge-to contact.
The merge-from BO IDs in the audience list will be replaced by the merge-to BO_IDs. If this results in a duplicate BO_ID within an audience, the duplicate will be deleted from the audience list. This applies to both fixed and dynamic audiences.
When a business object identifier is inactivated as the result of a merge, the BO_ID is removed from the basic data tables.
Generated Audience Using PeopleSoft Query
If you have implemented CDH, customers that are referenced in generated audiences might be updated as the result of merging duplicate data in the CDH. If you have created queries for audience generation using PSQUERY, you must review these queries and revise them accordingly.
PeopleSoft Online MarketingThis section discusses the impact of the Customer Data Hub (CDH) integration with CRM on the Online Marketing application.
For complete details on PeopleSoft Online Marketing implementation and business processes refer to PeopleSoft Online Marketing 9.1 PeopleBook.
CDH Impact on Email Addresses and Web Links
Online Marketing web and email links often contain the Individual ID or BO_ID to identify the user. If that Individual ID or BO_ID was removed from the basics profiles due to a merge, Online Marketing looks up the master Individual ID or BO_ID in the mapping table provided by CDM. The master business object will then be used instead of the merged-from business object.
CDH Impact on Profiles
The Email Alternative 2 and Email Alternative 3 profile fields will be added to the individual profile as system data. They will be available in the document and dialog designer, but will not be profile questions and will not be an option for sending single or bulk email.
These fields are in addition to the Email Address and Email Alternative that exist in the basics table today.
The new profile fields will be available in the document and dialog designer like any other profile field, except they will not be profile questions. For single or bulk email they will not be available as an option for sending email. These fields will be available for mapping in the CDM Basic Mapping component but are reserved for merge-from data by default. However, customers can customize the system and use the additional fields for non-merge purposes (for example, if they are not using CDH), by adding another Contact Method element type mapping and selecting the appropriate fields in the drop-downs.
If customers customize and use the additional Email Alt fields for non-merge purposes, then an administrator can add another Contact Method element type mapping and select the appropriate fields in the drop-downs. Customers should ensure that CDH Installation check box is off first.
Note. Marketers should only use the new Email Alternative 2 and Email Alternative 3 in an Update Profile action if those fields are mapped to a CDM email contact method (a configuration).
CDH Impact on Matching Rules
The Online Marketing matching rules allow a profile field to match its values on data in other profile fields as well. The Use Expanded Matching Rules check box on the Matching Rules page turns this additional mapping on and off. By default, this flag will be off. As part of the delivered data, Online Marketing expanded matching rules will link Email Address to Email Alternative, Email Alternative 2, and Email Alternative 3. If the option is selected and Online Marketing tries to match based on the user-entered Email Address, the three alternative email fields will be searched as part of that same matching element.
Enable this option if CDH is installed, that is if merges are being used. Like other global options, the DES will need to be restarted after this flag is modified. Whenever the user saves after enabling the expanded matching attributes, a warning will appear informing the user that this flag should be turned off unless CDH is installed.
PeopleSoft Order CaptureThis section discusses the impact of the Customer Data Hub (CDH) integration with CRM on the Order Capture application.
For complete details on PeopleSoft Order Capture implementation and business processes refer to PeopleSoft CRM 9.1 Order Capture Applications PeopleBook.
If the customer has licensed CDH, Business Object Search pages will have a user check box option to use the Smart Search feature. The user will also be able to use Smart Search from Quick Create pages. If potential matches are found during Quick Create, they will appear on the Potential Duplicates page region with a match score that shows the likelihood of the match being a duplicate. The user can then select two or more potential duplicates and submit them for merge evaluation from the BO Search pages.
Components Using Smart Search
These Order Capture components use the Smart Search functionality:
Order.
Quote.
Insurance Quote.
Bulk Orders.
Maintain Service (general service requests).
Start/Stop Service (energy industry-specific).
Product Application (financial services industry-specific).
Note. These components are variations of the RO_FORM component.
Customer Merges
Merge routines handle customer merges for the following transactions/components:
Order/Quote.
Bulk Order.
Billing Account/Account.
Churn Action History.
CDH Impact
The following areas in Order Capture are impacted by the CDH:
Audit History.
History of the customer updates will be maintained for Orders, Quotes, Number History, and Account Audit History.
Catalog Security.
After a customer merge, access to catalogs will be updated to reflect the updated customer information.
Pricing.
In the event of a BO merge, the Price List Identifier and Price Rule Identifier fields are updated to reflect the merge-to BO ID.
Advisor.
Advisor maintains a session history by customer. After a BO merge, the session table will be updated to reflect the merge-to BO ID.
Integrations between Order Capture and PeopleSoft Financials and Supply Chain Management
Customer merges can happen in CRM at any time. This raises the possibility that customer information on a transaction that was originally sent by Order Capture to FSCM via an EIP message is replaced on the CRM transaction due to a merge. This would cause the customer on the original transaction to be lost, because FSCM does not update customers information due to PeopleSoft merges. To ensure that it is always possible to map from the current customer BO_ID in CRM to the original customer BO_ID is SCM, a field that stores the original customer information has been added to the following EIPs:
Fulfillment EIPs.
CRM_SALES_ORDER and SALES_CRM_ORDER_LOAD
CRM_QUOTE and SALES_CRM_QUOTE_LOAD
CRM_SALES_ORDER_CHANGE and SALES_ CRM_ORDER_CHANGE_LOAD
SALES_ORDER_ACKNOWLEDGEMENT
SALES_QUOTE_NOTICE
SALES_ORDER_CHANGE_NOTICE
SALES_ORDER_STATUS
SCM_GET_PROD_AVAIL and SCM_PROD_AVAIL
Billing EIPs.
CONTRACT_RESPONSE
CONTRACT_REQUEST
CONTRACT_TXN
Proposal Management EIPs.
OSA_ESA_PROPOSAL
OSA_ PROPOSAL_PRICE
OSA_ESA_PROPOSAL_STATUS
The existing mapping tables between CRM and SCM are not changed as part of this feature.
If CDH is installed, this mapping of CRM customers to SCM customers is maintained by the CDH data synchronization process, otherwise the mapping is maintained by the Customer Sync EIP.
Note. If PeopleSoft SCM is your fulfillment system, you must keep customer and product data synchronized in the two systems. The Product Sync EIP manages product data synchronization. If you have CDH installed, the CDH data synchronization process manages customer data synchronization; otherwise the Customer Sync EIP manages customer data synchronization.
PeopleSoft Multichannel ApplicationsThis section discusses the impact of the Customer Data Hub (CDH) integration with CRM on Multichannel applications.
For complete details on PeopleSoft Multichannel Applications implementation and business processes refer to PeopleSoft CRM 9.1 Multichannel Applications PeopleBook.
ERMS
After the merge of business objects occurs within the CDH, CRM receives the result of the merge and responds to the inactivation of the merge-from BO. First, CDM merges customer data and then it passes on the control to the products, including ERMS, to update the inactivated BO IDs on their transactions.
The ERMS merge process performs the following steps:
Updates merge-from BO ID on inbound email.
Logs before and after values for the BO ID.
Note. We recommend that you stop the ERMS system when the merge process is expected to produce a high volume of merged BOs. This will generally be shortly after implementing CDH when the full sync is run for the first time.
Correspondence Management
PeopleSoft Correspondence Management (CM) provides a process to update the merged BO ID for contacts and customers on the outbound emails.
CM merges outbound emails by updating the merge-from BO ID with merge-to BO ID for contacts and customers. It also updates the same IDs on the interaction and sub-interaction records for the emails. The role type of a BO will not be changed by CDM. If merge-from BO IDs had different roles, the surviving (merge-to) BO will have multiple roles. Since CM stores other BO information such as First Name, Last Name, Display Name, Email Address, and Mailing Address, the merge process updates these fields as well.
Merge Now Send Later allows the user to merge the content of the outbound email now and schedule the email to be submitted later. If a BO merge takes place between the merge and the send, it could impact the content of the email. For example, primary address could change or even the name of the contact might change. The process will be able to continue since the previous name of the contact is now an alternate name and the address is still valid.
Chat
PeopleSoft Chat provides a process to update the merged BO ID for contacts, customers and sites on the chat detail.
Merge-from BO IDs on the Chat log will be updated with merge-to BO IDs for contacts, customers and sites. The system also updates the same IDs on the interaction and sub-interaction records for the chat session. Note that customer name is also stored on the chat log record and, therefore, is updated as well.
CTI
None of the CTI objects are impacted by the CDH integration. However, the CRM components or transactions that manage customer data that could be opened from CTI could be impacted.
Customer merge during a call.
If a page (for example, Case) was opened through CTI during the merge of the customer data associated with the merge, the interaction with the customer could be affected. The application will not be able handle this scenario since Tools will detect the background change in the data and won’t allow the component to save the interaction.
Accessing Customer 360-Degree View after a merge.
The Customer 360-Degree View can be opened from CTI as well using the Customer ID. If the customer ID is invalid, the agent will be routed to the search page of Customer 360. For customer IDs that became inactive because of a merge, the system will behave as if the ID does not exist.
PeopleSoft CRM for Financial ServicesBefore you create a new Financial Account in CRM, CDH duplicate prevention logic determines whether a Customer connected to the Financial Account already exists in the system.
A new FSI setup option enables duplicate prevention logic in the Financial Account Creation EIP. If this option is set on the FSI Options page, a Match Rule in CDH is executed to determine if the business object on the Financial Account already exists before a financial account is created.
Example of Duplicate Prevention option on FSI Options page
If a matching record is found with a Match Score greater than the Match Threshold set up for the Match Rule, then this BO is assumed to be a duplicate of what exists on the Financial Account input XML message.
In this case, no new BO is created, but the new Financial Account created is tied to the matching BO. If no such record is found, then a new BO is created from the information on the input message and a Financial Account is created for that BO.