Understanding PeopleSoft CRM General Options
This chapter provides an overview of PeopleSoft Customer Relationship Management (PeopleSoft CRM) general options and discusses how to:
Set up automatic numbering rules.
Set up PeopleSoft CRM application installation options.
Set up regions.
Set up locations.
Set up salutation codes.
Define alpha indexes.
Set up payment terms.
Set up data archiving.
Understanding PeopleSoft CRM General Options
This section discusses:
Automatic numbering.
Installation options.
Regions.
PeopleSoft CRM general options are the basic control values that apply to multiple PeopleSoft CRM applications.
Automatic Numbering
The system can automatically generate unique numeric identifiers for many PeopleSoft CRM objects by tracking the last number used and increasing the number by one for each new object. Autonumbers come from several sources: autonumbering rules, last numbers, and PeopleTools global unique identifiers (PeopleTools GUIDs).
If you need to autonumber in increments that are greater than one, use the GetNextNumberWithGapsCommit()function.
When you set up autonumbering rules, specify number prefixes and set the length of the identifier. You can use different rules for different setIDs.
Depending on how you set up autonumbering, duplication of numbers between business units can occur. For example, suppose that you use PeopleSoft Computer/Telephony Integration (PeopleSoft CTI) and callers key in a number, such as a service order ID, that is generated through autonumbering rules; you must set up autonumbering to ensure that the number is unique across all business units.
To review which objects use autonumbering rules, review the number types that you can select on the Auto Numbering page.
See Setting Up Automatic Numbering Rules.
SetIDs and Autonumbering
Certain objects that are not keyed by business unit or setID are hard-coded to use rules that are set up under the SHARE or NONE setIDs. In this case, if you set up an autonumbering rule for any of these objects under a regular setID (for example, CRM01), the system uses the rule of the setID that is hard-coded to this object when it assigns the next number to a new record. As a result, the autonumbering rule of the NONE setID, not CRM01, is used.
Enter only the last number that the system uses to create new identifiers. For each object that uses this method, PeopleSoft delivers a row of data in the Last Number table (PS_RC_LAST_NBR_TBL). You can review the data and change the starting number, but that is the only necessary setup.
Numbers are not associated with setIDs, which means that the numbers are guaranteed unique across the system.
To review which objects use last numbers, review the data that appears on the Last Numbers page.
PeopleSoft delivers PeopleSoft CRM with a set of last number types and a predefined Last Number table which includes the last number types that are required for the core PeopleSoft CRM applications. When you add PeopleSoft CRM applications for specific vertical markets, you must add last number types for objects used by those applications to avoid system errors that result from the object having no entry in the Last Number table.
For example, the following error might occur:
While trying to create the Time Header record, an error has occurred. If the error continues to happen, contact your Systems Specialist. RC_CASE.BUSINESS_UNIT.SavePreChange (Record PeopleCode).
To resolve this error, add the last number type, TIME_SHEET_ID, for the SHARE setID (or the specific setID that you have defined).
See Setting Up General Options.
GUIDs are used only where the number is not visible online; there is no setup associated with these objects. For instance, business object IDs use GUIDs.
Installation Options
Installation options include system settings for PeopleSoft CRM products that you installed. The system options that you set determine:
Which PeopleSoft CRM products you are using.
Defaults for system options and data, such as country, market, and exchange rate calculations.
The standard work week used to determine the start and end time of holidays and to determine worker availability for assignments.
The character set that the system uses for languages whose symbols are not easily represented by a single-byte code.
The business object that represents guest users or anonymous callers in the system.
What data is available to the HR HelpDesk application.
How different applications perform contractual pricing and billing.
Regions
You can associate regions with customer and worker addresses, provider groups (as part of the group assignment criteria), sales territories, product definitions, and (in PeopleSoft Phone Number Administration) with pools of telephone numbers.
See Setting Up Regions.
Setting Up Automatic Numbering
To set up automatic numbering, use the Automatic Numbering (AUTO_NUM_PNL) component.
This section discusses how to set up autonumbering rules.
Pages Used to Set Up Automatic Numbering
Rules|
Page Name |
Definition Name |
Navigation |
Usage |
|
AUTO_NUM_PNL |
Set Up CRM, Common Definitions, Codes and Auto Numbering, Automatic Numbering, Setup Auto Numbers |
Define automatic numbering for objects that use numbering rules. |
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|
RC_LAST_NBR_TYPE |
Set Up CRM, Common Definitions, Codes and Auto Numbering, Last Numbers, Last Number Setup |
Specify last numbers for objects that use last numbers in autonumbering. |
Setting Up Automatic Numbering Rules
Access the Setup Auto Numbers page (Set Up CRM, Common Definitions, Codes and Auto Numbering, Automatic Numbering, Setup Auto Numbers).
Note. If you have PeopleSoft Integrated FieldService installed and you are setting up autonumbering for service order IDs (SO_ID), you must also set up autonumbering for timesheets, material IDs and manage expenses IDs or you will receive an error message when using the application.
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Displays the setID that controls the numbering rules. A few objects are hard-coded to use either the SHARE or NONE setID. See Automatic Numbering. |
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Displays the type of object whose rules you are setting up or displaying. |
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Field Name |
Displays the field where the number is stored—for most objects, this is the object identifier. The system enters the appropriate field name based on the number type. |
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Length |
Displays the length of the field, so that you are sure that the numbers that you generate are not too large for the field. |
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Enter a prefix that is placed in front of the number. The prefix can contain up to three alphanumeric characters. A start sequence of three zeroes (“000”) indicates that no prefix is used. Note. PeopleSoft CTI requires that all user inputs are either all numbers or all letters, but not a mix. Certain autonumbered fields that PeopleSoft CTI users enter (for example, IDs for orders, service orders, and customers) normally can contain a mix of numbers and letters, but if you use PeopleSoft CTI, give these fields autonumbering definitions that use just one or the other. |
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Max Length (maximum length) |
Enter the maximum length of the number. This cannot exceed the length of the field. |
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Enter the last number issued. Automatic numbering begins with the next number. |
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Select the autonumbering rule to use by default when the start sequence is not specified. If more than one row of autonumbering rules exists, you can activate only one as the default. |
Specifying Last Numbers
Access the Last Number Setup page (Set Up CRM, Common Definitions, Codes and Auto Numbering, Last Numbers, Last Number Setup).
Note. Not all rows that appear on the Last Number Setup page appear here.
Setting Up PeopleSoft CRM Application Installation
Options
To set up PeopleSoft CRM Application Installation Options, use the Installation Options (RB_INSTALLATION) and Manufacturer (MANUFACTURER) components.
This section discusses how to:
Set up general options.
Set calendar options.
Set up alternate characters.
Set up an anonymous business object.
Set up billing and pricing options.
Set up manufacturers.
Pages Used to Set Up PeopleSoft CRM Application
Installation Options|
Page Name |
Definition Name |
Navigation |
Usage |
|
RB_INSTALLATION |
Set Up CRM, Install, Installation Options, General Options |
Set up the applications that you are using and enter other general options. |
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RB_INSTALLATION |
Set Up CRM, Install, Installation Options, Calendar Options |
Set up the standard workday and workweek for the enterprise at the time of installation. |
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ALT_CHAR_PNL |
Set Up CRM, Install, Installation Options, Alt Character |
Set up the alternate characters that the system uses for a specific language code. |
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RB_ANON_BUS_OBJECT |
Set Up CRM, Install, Installation Options, Anonymous Object |
Set up an anonymous business object. |
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RB_INTEGRATION |
Set Up CRM, Install, Installation Options, Billing and Pricing Options |
Select options for contractual billing and pricing. |
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Manufacturers |
MANUFACTURER |
Set Up CRM, Common Definitions, Manufacturers, Manufacturers |
Set up manufacturers for asset integration. |
Setting Up General Options
Access the General Options page (Set Up CRM, Install, Installation Options, General Options).
PeopleSoft Products
This section displays the PeopleSoft applications that can be installed in the database. Select the applications that are already installed in the system.
General Options
|
Country |
Enter the country code for the installation. |
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Exchange Rate Type |
Enter the exchange rate that you are using for this PeopleSoft installation. |
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Select the market for which PeopleSoft CRM is licensed. This is Global, unless you license one of the industry applications. In that case, use the market that is applicable to that industry. |
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Agreement Renewal Lead Time |
Enter the number of days that you want the system to use to notify you when agreement need to be renewed. |
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Collector/Credit Analyst Req. (collector/credit analyst required) |
Select this check box to make the Collector/Credit Analyst field a required field. |
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This is used for Environmental Systems Research Institute (ESRI) integration. See ESRI Integration. |
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360-Degree Search Context |
Select this option to control the behavior of the 360-Degree View search page. When you select this option, business object information from the 360-Degree View search page remains in system memory. The system uses this information to bypass the search page and retrieve the same business object information the next time the user accesses the 360-degree view as long the current user session is active and the interaction for that business object is still open. |
Credit Card Options
|
Cybersource User ID, Cybersource Merchant ID and Cybersource Merchant Key |
Enter your Cybersource user ID, merchant ID and key. The information should be available when you sign up with Cybersource for their service. These fields and values are included in the SOAP message for security verification that occurs during the credit card authorization process. |
|
Credit Card Verification Number Required |
Select this option to make entering verification number mandatory when users enter credit card information as billing method for transactions such as cases, service orders, agreements, sales orders, and prepaid wireless services. The system generates an error message if this option is selected and a user does not provide a verification number prior to submitting credit card data. In the case of an order, it is put on credit card hold if the verification number is not present. |
See Understanding Credit Card Verification Number Encryption.
HCM Competency Option
|
Use Only Evaluation Type |
If you use the Person Competency EIP to synchronize data with PeopleSoft Human Capital Management (PeopleSoft HCM), select the type of evaluation that is considered a valid competency profile. |
Related Case Processing
|
Number of Child Cases |
Enter the value below which the Case Relationship AAF action will process the cascade in real time. If the number of child cases for a related case status cascade is equal to or more than the value specified in this field, the status cascade will be processed as a batch job. |
Sales Options
|
Allow Prospects |
Select this option if you want to allow Sales users to enter prospects (potential customers and contacts that are not saved to the CDM) into the system. Prospect information is available only in the transaction for which it is created. See Prospects. |
Oracle Configurator
Select the Oracle Configurator check box to activate Oracle Configurator. The Oracle Configurator check box is not selected when delivered so if you are already working with the Advanced Configurator, you will be able to continue to work without any changes. If both Oracle Configurator and Advanced Configurator are selected, then the Oracle Configurator integration will take precedence and there will be no sample schemas available for Advanced Configurator.
Note. If you wish to use Oracle Configurator, in addition to selecting the Oracle Configurator check box, you should keep the Advanced Configurator check box selected.
|
Order Capture Internal |
Enter an Application ID. The Application ID used here should be the same as that defined in Oracle Applications for use in integrating with PeopleSoft CRM. This Application ID is used to integrate the Configurator Server with internal-facing CRM applications, such as PeopleSoft Order Capture. |
|
Order Capture External |
Enter an Application ID. The Application ID used here should be the same as that defined in Oracle Applications for use in integrating with PeopleSoft CRM. This Application ID is used to integrate the Configurator server with customer-facing CRM applications like Order Capture self-service. |
Note. PeopleBooks only discuss the setup required within
the PeopleSoft application. To integrate with Oracle Configurator you must
also implement and set up the Oracle Configurator product, including the steps
required from that application to link to the PeopleSoft CRM system. For details,
refer to the Oracle Configurator integration with Peoplesoft documentation,
which is available on MetaLink.
For more information about registering applications within Oracle systems,
see the Oracle Applications System Administrator's Guide.
The Oracle Configurator Implementation Guide contains
information about the Application ID initialization parameter and the Applications applicability
parameter which is used when defining a publication in Oracle's Configurator
Developer.
See Also
Setting Up Address Formats and Values
Managing Enterprise Integration for PeopleSoft CRM
Understanding Product Data Synchronization for Use with Oracle Configurator
Setting Calendar Options
Access the Calendar Options page (Set Up CRM, Install, Installation Options, Calendar Options).
Note. You need to define work week information only if you want to create entries on worker calendars automatically when a service order is assigned.
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Select the check box for each standard workday. |
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Start Time and End Time |
Enter the default start and end times for the workdays you selected. |
Setting Up Alternate CharactersAccess the Alt Character page (Set Up CRM, Install, Installation Options, Alt Character).
See Implementing Alternate Character.
Setting Up an Anonymous Business ObjectAccess the Anonymous Object page (Set Up CRM, Install, Installation Options, Anonymous Object).
Setting Up Billing and Pricing OptionsAccess the Billing and Pricing Options page (Set Up CRM, Install, Installation Options, Billing and Pricing Options).
See Also
Setting Up PeopleSoft Order Capture
Defining Pricing Information for Services and Support Offerings
Setting Up Manufacturers
Access the Manufacturers page (Set Up CRM, Common Definitions, Manufacturers, Manufacturers).
Enter a short and long description of the manufacturer in the corresponding fields. Use this page only if you are setting up asset integration with PeopleSoft Financials. The manufacturers that you set up here appear as selections for the Manufacturer field on the Installed Product, Installed Asset, and Product Mapping for Hardware Assets pages.
Note. Certain setIDs, like SHARE, contain manufacturer data that is brought over from PeopleSoft Financials. For these setIDs, you cannot enter values for new manufacturers. In these situations, all values for new manufacturers for the setID must be defined on the FMS system and synchronized to CRM from that source. Manufacturer values are shown in read-only format on the CRM database for these setIDs.
Setting Up Regions
To set up regions, use the Region (RB_REGION) component.
This section discusses how to set up regions.
Page Used to Set Up Regions|
Page Name |
Definition Name |
Navigation |
Usage |
|
RB_REGION |
Set Up CRM, Common Definitions, Location, Region Codes, Region |
Set up regions for use with various PeopleSoft CRM transactions. |
Setting Up Regions
Access the Region page (Set Up CRM, Common Definitions, Location, Region Codes, Region).
|
Category |
Select to indicate how PeopleSoft CRM references this region:
|
|
Status |
Select Active or Inactive. |
|
Region Type |
Select a type that describes the basis for regional divisions. General-purpose types are Country, Phone, Postal, Region, and State. Region is the most generic value, used when none of the other values apply. Types that are specific to the communications industry are Service Area, Postal Wireline, and Postal Wireless. A service area is the top-level region for number management; you typically use postal wireline and postal wireless for service area subregions. |
|
Parent Region ID |
Enter the region ID for the parent of the region that you are entering. This field sets up the hierarchical relationship for regions and enables you to create parent and child relationships. |
|
Region Hierarchy |
Displays the entire regional hierarchy, including the current region. |
Setting Up Locations
To set up locations, use the Location (LOCATION_TBL) and Location Timezone (RB_LOC_TIMEZONE) components.
This section discusses how to set up locations.
Pages Used to Set Up Locations|
Page Name |
Definition Name |
Navigation |
Usage |
|
LOCATION_TBL |
Set Up CRM, Common Definitions, Location, Location, Location Definition |
Define a physical location such as corporate headquarters, a branch office, or a remote sales office. |
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LOCATION_TBL2 |
Set Up CRM, Common Definitions, Location, Location, Location Detail |
Enter details for the selected location. |
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RB_LOC_TIMEZONE |
Set Up CRM, Common Definitions, Location, Location Timezones, Location Timezones |
Associate locations with time zones. |
Defining Locations
Access the Location Definition page (Set Up CRM, Common Definitions, Location, Location, Location Definition).
|
Status |
Select the status of this record as of the associated effective date: Active or Inactive. |
|
Country |
Select the country for the location. The system adjusts the other address fields based on the address format that is defined for the selected country. |
|
In City Limit |
If you provide data to a third-party tax provider, selecting this check box identifies the location as one that is subject to applicable city taxes. |
Entering Location Details
Access the Location Detail page (Set Up CRM, Common Definitions, Location, Location, Location Detail).
|
Attention |
Enter the name of the person whose name should appear in the Attention field for correspondence for the location. |
|
Location Detail |
Enter descriptive text about the location. |
Associating Locations with Time Zones
Access the Location Timezone page (Set Up CRM, Common Definitions, Location, Location Timezones, Location Timezones).
|
SetID |
Enter the setID for the locations that you want to view. |
|
Location Code |
Enter a full or partial location code for the locations that you want to view. |
|
Show Unassigned Rows Only |
Select to view only locations without a time zone. |
Setting Up Address Formats and Values
To set up address formats and values, use the Country (COUNTRY_TABLE) and State (STATE_DEFN) components.
This section discusses how to set up address information.
Pages Used to Set Up Addresses|
Page Name |
Definition Name |
Navigation |
Usage |
|
COUNTRY_DEFN |
Set Up CRM, Common Definitions, Location, Country, Country Description |
Update country information. |
|
|
ADDR_FORMAT_TABLE |
Set Up CRM, Common Definitions, Location, Country, Address Format |
Specify formats for addresses so that they conform to the customary address format and conventions of the specified country. |
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STATE_DEFN |
Set Up CRM, Common Definitions, Location, State |
Add or review a state or province code. PeopleSoft delivers applications with fully populated state code tables (PS_STATE_TBL) and updates these tables as boundaries and designations change. |
Updating Country Definitions
Access the Country Description page (Set Up CRM, Common Definitions, Location, Country, Country Description).
The PeopleSoft system contains fully populated country code tables (PS_COUNTRY_TBL). PeopleSoft updates these tables as national boundaries and designations change.
|
2-Char Country Code (two-character country code) |
Enter the value-added tax registration ID. |
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Select this check box to use euro conventions to translate currencies for this country. |
Specifying Address Formats
Access the Address Format page (Set Up CRM, Common Definitions, Location, Country, Address Format).
|
Available |
Select to activate the corresponding address field and its label for inclusion as part of the standard address format for this country. When they are entering addresses, users enter a country code, and the system updates the page to display the fields that are appropriate for the specified country. Note. To hide the field for a given country, you must both clear the Available field and blank out the Label field. |
|
Label |
Enter field labels to configure the address format so that it conforms to the country’s address requirements. For example, if you enter Province or Department in the state label field, this value appears as the label of the field on the address page instead of State. |
|
Postal Search |
Select this check box to activate postal searching functionality for Dutch, Japanese, or UK addresses. For the UK, when you select this check box, the system makes the fields that are in the PeopleSoft GB Systems Information group box available for entry. |
GB (Great Britain) System Information
This group box is used for UK addresses. It displays only if you have the Information Management Toolkit installed and configured. With this GB Information Management application installed, you can look up UK addresses by entering a postcode and, optionally, a house name or number.
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National Registry Directory |
Enter the location of the data files containing the postcode information. |
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Configuration File Prefix |
Enter the location of the PeopleSoft-supplied configuration file (PS_GBSYS.INI). |
Adding State or Province Codes
Access the State page (Set Up CRM, Common Definitions, Location, State).
The PeopleSoft system contains fully populated state code tables, complete with descriptions.
|
Numeric Code |
Enter a code for statistical and reporting purposes. |
Important! You must enter a numeric code for states to display in the lookup for the License Issued By field in the Worker, Consumer, or Contact profile information.
Setting Up Salutation CodesTo set up salutation codes, use the Salutation Table (SALUTATION_TABLE) component.
This section discusses how to set up salutation codes that are used in correspondence.
Page Used to Set Up Salutation Codes|
Page Name |
Definition Name |
Navigation |
Usage |
|
SALUTATION_TABLE |
Set Up CRM, Common Definitions, Customer, Salutation Table, Salutation Code |
Set up salutations for correspondence with customers. |
Setting Up Salutation CodesAccess the Salutation Code page (Set Up CRM, Common Definitions, Customer, Salutation Table, Salutation Code).
Enter the code and descriptions for the salutation that you want to use in correspondence and with customers.
Defining Alpha IndexesThis section provides an overview and describes how to define alpha (alphabetic) indexes.
Understanding Alpha IndexesAlpha indexes are primarily used by the Sales application. An alpha index enables users to quickly locate all customers whose names begin with a certain letter or sequence of letters, similar to using a rolodex. The alpha index appears on account management and contact management pages and consists of the letters of the alphabet, by default.
You can modify the default index and define different alpha indexes for each installed language. Additionally, you can assign different alpha indexes for each user.
See Also
Page Used to Define Alpha Indexes|
Page Name |
Definition Name |
Navigation |
Usage |
|
Alpha Index Definition |
RD_ALPHA_IDX_DEFN |
Set Up CRM, Common Definitions, Customer, Alpha Index Definition, Alpha Index Definition |
Define alphabetic indexes that are used to filter a user's account list and contact list. |
Defining Alpha IndexesAccess the Alpha Index Definition page (Set Up CRM, Common Definitions, Customer, Alpha Index Definition, Alpha Index Definition).
|
UI Character |
Enter the characters that identify this index on the user interface. For example, to define an index that encompasses the letters A through C, enter A-C. |
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Search String |
Enter the search characters, separated by commas. For example, to search for names beginning with the letters A, B, or C, enter A, B, C. |
Setting Up Payment Terms
To set up payment terms, use the Payment Terms (RB_PAY_TERMS) component.
This section describes how to set up payment terms.
Pages Used to Set Up Payment Terms|
Page Name |
Definition Name |
Navigation |
Usage |
|
RB_PAY_TERMS |
Set Up CRM, Common Definitions, Customer, Payment Terms, Payment Terms |
Define codes for payment terms and enter descriptive information and effective dates. |
Setting Up Payment TermsAccess the Payment Terms page (Set Up CRM, Common Definitions, Customer, Payment Terms, Payment Terms).
Add the setID and payment term ID when you are adding a new payment term. Then, enter an effective date, status, and long and short descriptions.
Defining Units of Measure
To define units of measure, use the Units of Measure (UNITS_OF_MEASURE) component.
This section discusses how to define units of measure.
Pages Used to Set Up Units of Measure|
Page Name |
Definition Name |
Navigation |
Usage |
|
UNITS_OF_MEASURE |
Set Up CRM, Common Definitions, Unit Of Measure, Unit of Measure |
Define units of measure. |
Setting Up Units of Measure
Access the Units of Measure page (Set Up CRM, Common Definitions, Unit Of Measure, Unit of Measure).
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Enter a conversion rate to use as the default conversion rate between the unit of measure shown at the top of the page and the unit of measure listed in the Convert To field. The system automatically calculates the inverse conversion rate. |
See Also
Setting Up Data ArchivingData archiving enables you to improve system performance by using online storage for only those transactions that users are likely to access. Other transactions are archived.
Archiving is performed in the PeopleSoft Data Archive Manager using archive templates that are defined for PeopleSoft CRM tables. This is a list of the archive templates that are defined in PeopleSoft CRM:
|
Object |
Template |
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Interactions |
RI_INTER |
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Leads |
RSF_LEAD |
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Orders |
RO_HDR1 |
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Quotes |
RO_HDR1 |
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Marketing Lists |
RA_LIST |
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Chat Logs |
RB_CHAT |
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Call Center Worklist Entries |
WL_CASE |
|
Case |
RC_CASE |
|
Business Projects |
RC_BP |
|
Service Order |
RF_SO_HR |
See PeopleTools 8.52: Data Management PeopleBook
