Oracle's PeopleSoft CRM Banking Transactions Preface

This preface discusses:

• PeopleSoft application fundamentals.

• PeopleSoft industry application fundamentals.

• PeopleSoft automation and configuration tools.

• PeopleSoft services foundation.

• PeopleTools PeopleBooks.

PeopleSoft Application Fundamentals

The PeopleSoft Banking Transactions 9.1 PeopleBook provides implementation and processing information for your PeopleSoft Banking Transactions application. However, additional essential information describing the setup and design of your system appears in a companion volume of documentation called PeopleSoft CRM 9.1 Application Fundamentals PeopleBook. Each PeopleSoft product line has its own version of this documentation.

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.

There are six parts to the PeopleSoft CRM 9.1 Application Fundamentals PeopleBook:

• PeopleSoft CRM Multi-Product Foundation.

  This part discusses the design and setup of the PeopleSoft CRM system, including security considerations.

• Workforce Management.

  This part discusses the administration of the worker component used to perform tasks such as customer support or field service in PeopleSoft CRM. This part also includes information on competency management and assigning workers to tasks.

• Interactions and 360-Degree Views.

  This part discusses interaction management and the administration of 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 the set up, administration, and use of 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.

PeopleSoft Industry Application Fundamentals

The PeopleSoft CRM 9.1 Industry Application Fundamentals PeopleBook discusses configuration options including security and financial account administration common to PeopleSoft vertical solution applications.

The PeopleSoft CRM 9.1 Industry Application Fundamentals PeopleBookcontains essential information describing the setup and design of PeopleSoft CRM industry-specific applications and the use of features that are common to multiple applications within PeopleSoft CRM industry applications, including information about:

• Industry-specific tables.

• Industry-specific set IDs and roles.

• Products for industries.

• Arrangements and contracts.

• Industry-specific business objects.

• Application security for financial services.

• Financial accounts.

• Churn management.

• Fraud management.

PeopleSoft Automation and Configuration Tools

The PeopleSoft CRM 9.1 Automation and Configuration Tools PeopleBook discusses automation and configuration tools that are common to multiple PeopleSoft CRM applications. This is an essential companion to the application PeopleBook.

There are four parts to the PeopleSoft CRM 9.1 Automation and Configuration Tools PeopleBook:

• Correspondence management.

  This part discusses the setup and application of manual notifications, automatic notifications and manual correspondence requests among CRM objects.

• Automation tools.

  This part discusses PeopleSoft CRM workflow, Active Analytics Framework (AAF), business projects, and scripts.

• Configuration tools.

  This part discusses configurable search pages, configurable toolbars, attributes, display templates, and industry-specific field labels and field values.

• Knowledge management.

  This part discusses Verity-search setup.

PeopleSoft Services Foundation

The PeopleSoft CRM 9.1 Services Foundation PeopleBook discusses configuration options that are common to PeopleSoft FieldService and the PeopleSoft Call Center applications (PeopleSoft Support, PeopleSoft HelpDesk, and PeopleSoft 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 the 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.

PeopleTools PeopleBooks

Cross-references to PeopleSoft PeopleTools documentation refer to the PeopleSoft 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.