Setting Up the 360-Degree View

This chapter provides an overview of the 360-Degree View and discusses how to:

Click to jump to parent topicUnderstanding the 360-Degree View

This section provides an overview of 360-Degree views in PeopleSoft CRM and discusses:

See Also

Working with Interactions

Using the 360-Degree View

Click to jump to top of pageClick to jump to parent topic360-Degree Views in PeopleSoft CRM

The PeopleSoft CRM 360-Degree View page enables you to manage actions and interactions for a business object—a customer or contact of customer , site or contact of site, or worker. The 360-degree view provides both an entry point for interactions with the business object and a central point from which to add and search for transactions, such as agreement, installed product, defect, quote, order, case, lead, opportunity, RMA (return material authorization) and service order.

More specifically, the 360-Degree View allows the agent to:

See PeopleSoft CRM 9.1 Call Center Applications PeopleBook

The 360-Degree views that are available in PeopleSoft CRM are:

Role-specific data for a business object appears on the 360-degree view pages. The user can select a different business object role to have a different set of data appear, or search data based on date ranges that are specific to roles. Note that different 360-degree views exist for workers and customers: if an individual is both a worker and an individual consumer in your system, use the 360-degree view for the desired role to view that person's information. The worker role does not appear on the customer version and the consumer role does not appear on the worker version.

360-Degree View Trees

The 360-degree view pages represent, in tree format, the business activities between the organization (through an agent) and a customer, partner, or worker. You can build trees from the highest level of the hierarchy (root node) to the lowest level of the hierarchy. Tree terminology is derived from the concept of a family tree. The root node is the parent, and nodes that report to it are its children. Nodes that have the same parent are called siblings. These terms refer to the relationship between nodes and are not permanent attributes of the nodes themselves. A single node can be a parent, child, and sibling all at the same time.

A tree node in the 360-Degree View tree has three parts: the node icon, the node name, and a node description. The name and description vary depending on the type of interaction. When defining the tree, you can specify an add, view all, and search node for a particular node of the tree.

In the sample data, PeopleSoft CRM delivers trees specific to these CRM applications:

Interactions

An interaction is the sum of the events that take place when a customer contacts you. It might consist of several subinteractions.

An interaction is created:

Subinteractions

A subinteraction is an event in an interaction.

You can configure the creation of subinteractions to meet business needs. Using the Configure Role page, you can specify whether or not to capture a transaction that you initiate from the 360-degree view as a subinteraction of a node. Note that by design, not all nodes and transactions can create subinteractions.

An interaction may contain multiple subinteractions. For example, a call with a customer may involve updating a case, adding a service order, and sending a note about the customer. All of these subinteractions are logged under the same interaction.

Interaction Nodes

This figure shows how interactions and subinteractions are represented in the 360-Degree View tree:

In this example, the interaction details appear in the Dynamic grid.

Actions

The 360-Degree View page that PeopleSoft delivers enables you to view or perform actions on behalf of the customer, worker, or company. The actions that you can perform appear in the Actions drop-down list on the upper right corner of the 360-Degree View page and in a similar drop-down list below the dynamic grid to the right of the Activities tree.

Actions that you can perform in the 360-Degree View include adding a case, lead, sales opportunity, sales order or quote, service order, agreement, RMA, product registration, defect, installed product and installed bundle. You can modify this set of actions using PeopleSoft CRM setup pages.

You can also perform actions on these objects from the 360-Degree View while passing on related information, or context. Examples of context-endowed actions are the creation of a new case for the customer's installed product. The product would be listed in the Activities tree.

Action Categories

The action category specifies the method that performs the action that it is associated with. Because the action category is based on a method, it enables the action to pass contextual information while performing the action. Not only can you associate business unit and setID to the action performed, you can also pass the contents of a data record. This additional context enables you to carry product-related data forward into the underlying transaction required to serve the customer or worker. For example, you might configure an Add Case action category that identifies a customer's installed product and agreement on the new case.

The action category also defines the structure of confirmation information returned by the action that does not transfer to other components for performing the actions.

Setup involves:

Dynamic Grid

The Dynamic grid displays details of a transaction that the agent selects in the Activities tree. It is located to the right of the Activities tree. The information displayed in the grid is configurable. You can also associate actions with the Dynamic grid, which appear in a drop-down list below it. To initiate an action, the agent selects the desired row on the grid and then selects the desired action from the drop-down list.

You can configure the Dynamic grid to display a secondary level.

Details displayed on the secondary grid are related to one of the primary grid objects. For example, you may want to display the cases entered against an installed product.

The 360-Degree View also lets you configure actions that can be performed on an object from the primary grid, enabling the agent to, for example, select an Installed Product and an Agreement and create a new case referencing these objects.

Note. For performance reasons, a maximum of 100 entries will be retrieved for display in the Dynamic Grid (even if more than that number of entries exist for the corresponding node selected from the Activities tree).

Click to jump to top of pageClick to jump to parent topic360-Degree View Integrations

360-Degree Views provide integration through EIPs to PeopleSoft Supply Chain Management (SCM) Financials, Campus Solutions, and Human Capital Management (HCM), as well as to Oracle E-Business Human Capital Management (E-Business HCM). Because E-Business HCM must run on an Oracle database, integration to this application is only available when your application utilizes an Oracle database.

When you define tree nodes, you can specify enterprise integration points (EIPs) that return data from other PeopleSoft or third-party systems. This gives you the flexibility to include any type of information in the system in the 360-Degree View tree. EIPs are predefined; use them to request information from, for example, PeopleSoft SCM Financials for invoice and payment information that is associated with a customer.

You can click a receivables transaction to view the detail in PeopleSoft SCM Financials.

Note. You must enable single sign on before you can transfer from PeopleSoft CRM to PeopleSoft SCM Financials or HCM, or to E-Business HCM.

See Also

PeopleTools 8.52: Security Administration PeopleBook

Understanding the 360-Degree View for Industries

Click to jump to top of pageClick to jump to parent topic360-Degree View System Data

PeopleSoft CRM delivers predefined data for the 360-Degree View; including nodes, grid definitions, action categories, and transaction groups that are associated with nodes. You can set up 360-degree view trees that use this predefined system data. You set up additional information only if you need to change defaults. Actions are provided as sample data.

Click to jump to top of pageClick to jump to parent topic360-Degree View Setup Process

When you install PeopleSoft CRM, most of the necessary information is in place for you to set up the 360-degree view tree. PeopleSoft CRM delivers predefined data for the 360-degree view; including nodes, action categories, transaction groups that are associated with nodes, and grid definitions. You can set up 360-degree view trees that use this predefined system data. Set up additional information only if you need to change defaults.

To examine the predefined data, access the page where you set up that data by following the link in each step in the process below and search with no search criteria entered. The system displays a list of the predefined data that you can browse.

The general process for setting up the 360-Degree View is as follows:

  1. Determine the actions that you want to be available from the 360-Degree View and whether you want them to pass context data when they are executed.

    If so, use the Action Category page to create a category that passes the data from the appropriate records. Then use the Action Definition page to associate the action with an Action Category.

    See Configuring Actions and Transactions for the 360-Degree View.

  2. Use the Transaction Group page to select the transactions that appear on the 360-Degree View, depending on the customer's role.

    When configuring a role for the 360-Degree View, you specify which transaction group should apply to that role.

    See Defining Transaction Groups.

  3. Use the Dynamic Grid page to define a dynamic grid that lists important information from the transactions that are associated with each activity node.

    Optionally, associate an action to the grid. This will cause the display of an Action drop-down list for creating transactions associated with objects in the dynamic grid.

    See Defining Dynamic Grids.

  4. Use the Define Node page to define tree nodes that you can use to configure the 360-Degree View tree. Associate a dynamic grid with the node.

    When defining nodes, specify the node action and the type of node—placeholder, view, application class, or EIP.

    See Defining Nodes.

  5. Use the Set Up Tree page to set up the 360-Degree View tree.

    When setting up the tree, you specify the tree structure, the images that appear in the tree, its size on the page, and what transaction should appear for each node on it.

    See Setting Up Trees.

  6. Use the Set Up Profile page to set up the Profile group box that appears on the 360-Degree View.

    When setting up the profile, you can define the fields and buttons (as well as the buttons' actions) that appear in the Profile group box.

    See Setting Up Profiles.

  7. Use the Configure Role page to configure a PeopleTools role that is used to access the 360-Degree View.

    When configuring a role, specify the tree, transaction group, and profile that you want to associate with this role. Plus, determine whether you want to capture subinteractions for the transactions that are associated with the transaction group and the nodes in the tree.

    See Configuring Roles.

  8. (Optional) If you are implementing the PeopleSoft CRM FSI Insurance or Government applications, use the User Links page to define user links that appear on the search page that accesses the 360-Degree View.

    See Defining User Links That Appear On the Search Page.

  9. Use the 360 Degree Search Preferences - 360 Degree View Search Preferences page to specify the search page that you want to use to access the 360-Degree View.

    See Selecting the Search Page That Is Used to Access the 360-Degree View.

Click to jump to parent topicConfiguring Actions and Transactions for the 360-Degree View

To configure transactions for the 360-degree view, use the Define Action (RB_TD_ACT_DFN), Define Action Category (RB_TD_ACT_CAT) and Define Transaction Group (RB_TD_TRANS_SETUP) components.

This section provides an overview of transactions in the 360-Degree View and discusses how to:

Click to jump to top of pageClick to jump to parent topicUnderstanding Actions and Transactions

The 360-Degree View page that PeopleSoft delivers enables you to view or perform transactions on behalf of the customer or company. The transactions that you can perform appear in the Action drop-down box on the upper right corner of the 360-Degree View page.

When you create a transaction, you also create an object in the system. Transactions that you can create in the 360-Degree View include case, lead, sales opportunity, sales order or quote, service order, agreement, RMA, product registration, defect, and installed product. You can modify this set of transactions by using PeopleSoft CRM setup pages.

Actions are the tasks that create the transactions. You must associate actions to a Transaction Group when configuring a transaction.

Click to jump to top of pageClick to jump to parent topicPages Used to Configure Actions and Transactions for the 360-Degree View

Page Name

Definition Name

Navigation

Usage

Action Category

RB_TD_ACT_CAT

Set Up CRM, Common Definitions, 360-Degree View, Define Action Category, Action Category

Create an action category for populating the Action drop down list.

Action Definition

RB_TD_ACT_DFN

Set Up CRM, Common Definitions, 360-Degree View, Define Action, Action Definition

Assign actions to Action Categories.

Related Dynamic Grid

RB_TD_DYNGRD_SUM

Set Up CRM, Common Definitions, 360-Degree View, Define Action, Related Dynamic Grid

View the dynamic grids that the action is associated with.

Transaction Group

RB_TD_TRANS_SETUP

Set Up CRM, Common Definitions, 360-Degree View, Define Transaction Group, Transaction Group

Set up transaction groups and assign actions to them.

Copy Transaction Group As

RB_TD_TRANS_CLONE

Set Up CRM, Common Definitions, 360-Degree View, Copy Transaction Group, Copy Transaction Group As

Clone an existing transaction group. Cloning an existing transaction group makes a copy of it.

Click to jump to top of pageClick to jump to parent topicDefining Action Categories

Access the Action Category page (Set Up CRM, Common Definitions, 360-Degree View, Define Action Category, Action Category).

Action Category

This section defines the method that will be invoked by the actions that are associated with this Action Category. It can be a Component transfer or a Portal reference or an Application Class. Action Category that requires additional context to be passed must always have an Application Class. For example, passing Quick Codes in addition to Display Template information for creating a Case.

Status

Defines the Action Category status; either Active or Inactive. Only action categories that are active appear in the Action drop down.

Subinteraction

Select a subinteraction to correspond to the Action Category. The subinteraction appears on the Subinteraction list of the associated interaction, if any.

Transfer Type

Transfer

Select to transfer to another PeopleSoft CRM component and page. If you select Transfer, use the Component Navigation and Component Market fields to select the transaction to transfer to.

Transfer Mode

Select the mode in which to open this page for the transaction. Values are Add, Correction, and Update/Display.

Market

Select the desired market associated with the component to which the system transfers. A component is uniquely identified by its name and its market association. You can add records for each market.

Navigation

Select the Navigation Path to the desired component page.

See Defining Component Transfer Navigation.

Portal Content Reference

Select to transfer to a PeopleSoft CRM portal page that you define. If you select Portal Content Reference, use the Portal Name and Portal Object Name fields to select the destination portal page.

Application Class

Select Application Class to specify a PeopleCode application class to control the transfer. You can click the Package Tree Viewer link to search for application classes.

See Using Application Classes.

Options

Use the Options fields to specify data retrieval information and additional context for the category's actions as well as display options. The Display Template fields determine the display template for the component that the action transfers to (if applicable).

Set Control Option

Select Business Unit, Set ID or None to specify the basis for tableset sharing for the action category. The default value is None. This is a required field.

Category Record

Select the category record that returns the additional context to be passed to the method, such as the set control value or Quick Code.

Set Control Field

Select the name of the set control field that appears in the Category Record. Available fields are determined by the Category Record selected.

Category Field

Select the category identifier field to appear in the Category Record. Available fields are determined by the Category Record selected.

Description Field

Select the description field that displays the desired text description of the action category when it is presented for selection during setup tasks. Available fields are determined by the category record selected.

Display Template

If the action requires a display template, select a component or a market, or a component and a market, to determine the display template to be used by the action.

Confirmation Details

Some actions transfer the system to another component. This would be typical if the user selected the Add Service Order action that requires further data entry on the Service Order page before it can be submitted. It is evident that the action was completed successfully when the 360-Degree View is replaced by the page of the component used in the action. Use the fields in the Confirmation Details group to specify how the system responds when an action that does not transfer the user to another component is completed.

In a confirmation, you can specify:

The links are the bottom of the confirmation are not configurable.

In the page examples in this section, in which the action creates a case in the background using Quick Code, the confirmation includes a text message, the case number and summary, and a link to the case. Note that the Transfer option is not selected, as transfer is defined by the Quick Code.

Note. Before you can configure a confirmation, there must be a record in the database for storing the transaction's runtime information (the Detail Record). Records are created in Application Designer.

See PeopleTools 8.52: PeopleSoft Application Designer Developer's Guide

Catalog Number and Message Number

Select the Catalog Number and Message number to display the desired text on the confirmation message.

Detail Record

Select the record that defines the structure of the confirmation message. You can display a maximum of three fields.

Key Fields

Specify search criteria for retrieving data from the Category Record. Define additional keys using the Add mode.

Field Name

Select the name of a key field from those available for the Category Record.

Sequence

Specify the order of the key field in the search sequence.

Display Fields

Use Display Fields options to specify the fields containing the information in the Detail Record that you want to appear on the confirmation.

Field Name

Select the name of the field whose values you want to appear in the confirmation detail (white panel). Available fields are determined by the Detail Record selected.

Display Type

Select one of the following to indicate how the field name value is to be displayed on the confirmation:

  • Hyperlink

    Select Hyperlink to enable the user to initiate the transfer by clicking on the field value text.

  • Long Translate

    Not supported. This option is for the display of a string that contains the Long translate (XLAT) value of the field, provided the field is based on a translate table.

  • Others

    Select this option to display the value as a read-only.

  • PushButton

    Not supported. Select to make this field appear as a button that initiates the transfer.

  • Related Display

    Not supported. This option is for display of a custom element.

  • Short Translate

    Not supported. This option is for the display of a string that contains the Short translate (XLAT) value of the field, provided the field is based on a translate table.

Field Label ID

If you want the field to be displayed by its label, select Field Label ID.

Label Type

If you selected Field Label ID, specify whether to display the Long Name or Short Name for the field label.

Sequence

Enter 1, 2, or 3 to indicate the position of the text field in relation to the other text fields.

Description

The text description specified for the Display Field. It is not editable here.

Field Change Event

This section appears if you select Hyperlink as the Display Type.

Transfer

Select to transfer to another PeopleSoft CRM component and page.

Navigation

Select the navigation path to the desired component page.

See Defining Component Transfer Navigation.

Market

Select the desired market associated with the component being transferred to. A component is uniquely identified by its name and its market association. You can add records for each market.

Action

Select the mode in which to open the component page being transferred to. Values are Add, Correction, and Update/Display.

Portal Content Reference

Select to transfer to a PeopleSoft CRM portal page that you define. If you select Portal Content Reference, use the Portal Name and Portal Object Name fields to select the destination portal page.

Application Class

Select to launch an application class that controls the transfer. You can click the Package Tree Viewer link to search for application classes.

Copy

Click to clone the Action Category. Any changes you made to the original action category are then saved, and the Copy Action Category page appears. The page contains a prompt for a new action category ID. Clicking the OK button creates the cloned action category and gives it the name of the original Action Category with the prefix Copy of.

Click to jump to top of pageClick to jump to parent topicDefining an Action

Access the Action Definition page (Set Up CRM, Common Definitions, 360-Degree View, Define Action, Action Definition).

Action Name

Enter the name that you want to appear in the Actions drop down list.

Action Category

Select an action category to associate the action with. You must associate an action with an action category so that it appears on the Actions drop down list.

Display Template ID

Select a display template to be used for the action. This field is hidden if the component for display template is not defined in the action category.

Set Control Value

Select a set control value. This field is hidden if the Set Control option in the Action Category field is set to None.

Category Value

Select a category value. Available category values are determined by the selected set control value.

Viewing an Action's Associated Transaction Groups and Dynamic Grids

Access the Related Transaction Group and the Related Dynamic Grid pages. Actions are associated with transaction groups and dynamic grids in the Transaction Group and Dynamic Grid pages. The transaction groups and dynamic grids to which the action is associated will appear on the Related Transaction Group and Related Dynamic Grid pages for your reference. An action can be associated with no transaction groups or dynamic grids, or one, or more than one.

See Defining Dynamic Grids.

See Defining Transaction Groups.

Click to jump to top of pageClick to jump to parent topicDefining Transaction Groups

Access the Transaction Group page (Set Up CRM, Common Definitions, 360-Degree View, Define Transaction Group, Transaction Group).

Transaction Name (transaction group name)

The transaction group is the set of transactions that is available in the 360-Degree View.

Related Actions

Order

Specifies the order in which the Actions will be displayed in the drop-down.

 

Action Name

Select an action from the list of those that are available.

You can insert a separator action to indicate actions that do not transfer the agent to another page. At run time, the separator action appears as a dotted line in the drop down list. For example, the system supplies a separator action in the Support Transaction Group. The sample action Add Case - Contact Updated will be added below this separator action.

Note the dotted line entry {– – – – – – – – }. This is not an action but a text separator for the run time drop down list. As delivered, the separator divides the actions that transfer the agent to another component—the first group of actions—from those that don't. If you want to preserve this distinction, place new actions above or below the separator as appropriate. You can't delete the separator, and at run time, the user can't select it.

 

Disable for Inactive BO

Select to disable actions for business objects that are specified as Inactive on the page. A worker who is no longer employed is an example of an inactive object.

 

Default

Specifies the default actions for the drop-down.

 

Status

Specifies whether the action is Active or Inactive. The default is Active. Only active actions are displayed in the drop-down list box.

 

Add Action

Click to append a new action row to the list of related actions.

Click to jump to parent topicSetting Up the 360-Degree View Tree

To set up the 360-Degree View Tree, use the Define Node (RB_TD_NODE), Set Up Tree (RB_TD_TREE_DEFN), and Define Dynamic Grid (RB_TD_DYNGRD) components.

This section lists prerequisites and discusses how to:

Click to jump to top of pageClick to jump to parent topicPages Used to Set Up the 360-Degree View Tree

Page Name

Definition Name

Navigation

Usage

Define Node

RB_TD_NODE

Set Up CRM, Common Definitions, 360-Degree View, Define Node, Define Node

Define nodes that you can use to configure the 360-Degree View Tree.

Related Trees

RB_TD_NDE_RELTOTRE

Set Up CRM, Common Definitions, 360-Degree View, Define Node, Related Trees

View and access tree names that are related to the 360-Degree View node.

Dynamic Grid

RB_TD_DYNGRD_PG

Set Up CRM, Common Definitions, 360-Degree View, Define Dynamic Grid, Dynamic Grid

Define search criteria to associate to a node and component transfers for the grid.

Application Packages Lookup

RB_APPLPKG_PG1

Click the Package Tree Viewer link on the Define Node page.

Search for and view the available application packages or classes that PeopleSoft CRM provides.

Set Up Tree

RB_TD_TREE_DEFN

Set Up CRM, Common Definitions, 360-Degree View, Set Up Tree, Set Up Tree

Define the tree configuration (images that appear in the tree, image size, page size, and date filter).

Tree Node

RD_TD_TREE_NDE

Set Up CRM, Common Definitions, 360-Degree View, Set Up Tree, Tree Node

Define the parent and child relationship of the tree nodes.

Test Your Tree

RB_TD_TREE_TEST

Set Up CRM, Common Definitions, 360-Degree View, Set Up Tree, Test Your Tree

Test the 360-Degree View tree to ensure that you configured it correctly.

Copy Tree As

RB_TD_TREE_CLONE

Set Up CRM, Common Definitions, 360-Degree View, Copy Tree, Copy Tree As

Copy an existing tree.

Click to jump to top of pageClick to jump to parent topicDefining Nodes

Access the Define Node page (Set Up CRM, Common Definitions, 360-Degree View, Define Node, Define Node).

SubInteraction

Select a subinteraction that corresponds to the transaction that is associated with the tree node.

Root Node

Select if the node that you are defining is the root node.

Node Action

For each tree node, specify the node action. Node actions are:

Transfer

Transfers the user to a PeopleSoft CRM component and page that you define.

If you select Transfer, use the Navigation, Market, and Action Mode fields to select where you want the transaction to transfer.

Define the transfer fields using the Component Navigation component.

See Defining Component Transfer Navigation.

Market

Specify the name of the market with which the component is associated. A component is uniquely identified by its name and its market association. You can add records for each market, thus adding context to the node information.

Action Mode

Select the mode in which to open this page for the transaction. Values are Add, Correction, Update, and Update/Display All.

Portal Content Reference

Select to transfer to a PeopleSoft CRM portal page that you define.

If you select Portal Content Reference, use the Portal Name and Portal Object Name fields to select the portal page to which you want to transfer.

Application Class

Select to call a PeopleSoft CRM application class.

If you select Application Class, use the Class ID, Class Path, and Method Name fields to enter the application class that you want the system to call.

Package Tree Viewer

Click to search for and view the available application packages that PeopleSoft CRM provides. When you click this link, the Application Packages Lookup page appears. The information that you select on this page appears on the Define Node page after you click OK.

Dynamic Grid

Click to associate a dynamic grid to the node.

Grid ID and Related Grid ID

Defines the name of the primary grid and its related secondary grid. Prompts display the available Dynamic grids.

If you have specified a Related Grid, you must select values in the fields under the No Context Selected Message, No Related Rows Found Message, and Search Fields for Related Grid sections.

No Context Selected Message

Select a message to display in the secondary grid when no rows are selected from the Dynamic grid.

No Related Rows Found Message

Select a message to display in the secondary grid when no rows are found for the selected row in the Dynamic grid. Select a message from the Message Catalog.

Search Fields for Related Grid

Click the Add Search Field button to create a grid list of the search fields that are common to the primary and secondary grids that must be used to retrieve data in secondary grid. You must specify these fields if you have a related grid.

None

Indicates that no action is associated with the node.

Node Type

The fields in this section enable you to define the node type.

Placeholder and Placeholder Type

Select to indicate that this node is represented as a placeholder on the 360-Degree View tree.

Specify the placeholder type. Values are:

  • Add Node

    Select to have the tree node represent an add node.

  • Folder

    Select to indicate that the tree node is a placeholder that is represented by a folder.

  • Search Node

    Select to have the tree node represent a search node.

  • View All

    Select to have the tree node represent a view all node. This applies only to the dynamic grid action on the node.

Disable for Inactive BO (disable for inactive business object)

Select to prevent the action from being performed on business objects that are inactive.

View

Select to define the information that appears in this node, then provide values for the following fields.

View Name

Enter the view name that is associated with this node.

Key Field 1 and Key Field 2

Enter key fields for the view.

Note. These fields must appear as the first part of the key structure: RB_TD_360_SBR. Additionally, the view should include the RB_TD_360P_SBR and RB_AUDIT_SBR subrecords in any order.

Fields to Display

Indicate the fields that appear and the order in which the fields appear.

When appearing under the node of the 360-Degree View tree, view information is divided into two sections. The first section can contain 20 characters, and the second can contain 30 characters. Specify which fields you want to appear in which sections, and in what order. Also, you can specify how the information is sorted.

The two sections are separated by a hyphen. If two or more fields appear in one section, those field values are separated by a colon. For example, under an Orders node, you might see this information coming from a view: 2002-09-20 - Pending:d0e5061fcc. In this case, the capture date is defined for the first section, and the status code and capture ID is defined for the second section.

Sequence

Enter a number in sequence. This number defines the order in which the fields appear in the different sections for the node.

Display

Select to have this field appear for the node on the customer 360-Degree View tree.

Display In

Select the section in which to display this field. Values are First, Second, and No Display.

Display Length

Enter the length of the field.

Display Value

Select the value that appears for this field. Values are: Long Translate, Related Display, Short Translate, and Value.

If you select Related Display, use the Use SetID, Record Name, and Column Name fields on the Related Field Details tab to select the related field details. One of the fields of the record entered should include the selected field in the node view. If the value selected is based on setID, the node view should have a key field 2 of SETID or BUSINESS_UNIT.

Order By Details

Select for the fields by which you want to sort the information. Then use the Order Sequence field to select how you want to sort the information. Values are Ascending and Descending.

EIP - (Synchronous)

Select to indicate that the information that appears in this node is gathered from a PeopleSoft EIP.

If you select this option, you must specify the EIP information and define how the information is to appear on the 360-Degree View tree.

Class ID, Class Path, and Method Name

Enter the application class information for this EIP. The method that your assign here is used to create the request message and populate the node with the requested information.

Request Message

Enter the application request message for this EIP.

Response Message, Key Field 1, and Key Field 2

Enter the response application message for the EIP and its keys.

PeopleCode

Select to indicate that the information that appears in this node is gathered from executing PeopleCode

If you select this option, you must specify the application class ID and method name.

Class ID, Class Path Like, and Method Name

Enter the application class information for the PeopleCode class.

Record Name

Enter the record name that contains the data.

Key Field 1 and Key Field 2

Enter the key fields for the record name.

Fields to Display

The group boxes for EIPs and PeopleCode is the same as the Fields to Display group box for Views. Use these fields to control how the information appears under the node of the 360-Degree View tree that is associated with an EIP.

Click to jump to top of pageClick to jump to parent topicViewing and Accessing Trees Associated With the 360-Degree View Node

Access the Related Trees page (Set Up CRM, Common Definitions, 360-Degree View, Define Node, Related Trees).

Use this page to view and access the trees that are related to the node being set up for the 360-Degree View. Click the link under the Tree Name field to access the Set Up Tree page.

Click to jump to top of pageClick to jump to parent topicSetting Up Trees

Access the Set Up Tree page (Set Up CRM, Common Definitions, 360-Degree View, Set Up Tree, Set Up Tree).

Market

Select the market with which to associate the tree.

Default Tree

Select to make this tree the default tree for the market selected above on the 360-Degree View. Select this check box to make this tree the default tree for the market selected above. This tree will then appear on the 360-Degree Views that are associated with this market. If you do not make this tree the default, the user might not be able to see any tree in the Activities section.

Tree Configuration

Expanded Image, Leaf Image Name, End Node Image, and Collapsed Image

Enter the images that appear on the tree. The image appears in the Image Preview half of the group box. Leaf Image is used as a default leaf image of the node.

Image Height and Image Width

Enter the size of the image that appears on the tree. The default size is 16 by 16.

Display Levels

Enter the number of levels up to which the 360-Degree View tree is configurable.

Page Size

Enter the page size for the 360-Degree View tree. This is the size of the HTML area where the 360-Degree View tree appears on the 360-Degree View.

Date Filter

Select the filter for the tree. Values are:

  • 1 - Today

  • 2 - Yesterday

  • 3 - Last Week

  • 4 - Last 2 Weeks

  • 5 - Last Month

  • 6 - Last Year

  • 7 - View All

Note. All date filters include the values for today. For example, select 2 - Yesterday to show information that is related to today and yesterday.

Max. Date Filter (maximum date filter)

Select the maximum date filter, which is used as a restriction against the date field that the user actually enters.

The system always looks at this filter when determining the information that appears on the 360-Degree View tree, regardless of what the user specifies in their date personalization settings.

If this filter is not set, and if you select View All in the date personalization on the 360-Degree View, and if you select Enable Filtering on Date Range, then the system populates the start date with 01/01/1900 on the 360-Degree View.

Filter Dates By

Select either Creation Date to filter dates by the entity's creation date or Last Modified Date to filter dates by the entity's last modification date.

Callback Interaction

Select how the system should set the status of an interaction when a user clicks the Finish Interaction button. Values are Set Status to Complete and Do not Set Status to Complete

Footnote Icon

Select an alternate symbol to indicate a footnote in the 360-Degree View. The system defaults this field to the dagger symbol. As an alternative symbol, you can select two asterisks (**). The footnote itself appears next to a node and indicates that the date filter is not applied to the node data.

Click to jump to top of pageClick to jump to parent topicSetting Up Nodes

Access the Tree Node page (Set Up CRM, Common Definitions, 360-Degree View, Set Up Tree, Tree Node).

Tree Node

Select the child node for the 360-Degree View tree.

Parent Node

Select the parent node under which this child node appears in the 360-Degree View tree.

Status

Select the tree node's status, either Active or Inactive. Only active nodes appear on the tree.

Sequence

Enter the order in which the child nodes appear on the tree. The sequencing is from low to high.

Node Parameters

Leaf Image

Select the image for the leaf. The image appears next to the field. If you leave this field blank, the system uses the default tree leaf image.

Display and Fetch

Enter the maximum number of rows that initially appear under the expanded node in the 360-Degree View Tree located in the Activities section of the page. Then enter the maximum number of rows to fetch, or retrieve, from the database and to display under the node when the user clicks View All on that tree node.

The Display option is only valid for the View and EIP node types. If the field is blank for either of these node types, the system uses a default value of 5. Values in this field are ignored for other node types.

The Fetch option is only valid for the View and Peoplecode node types. If the field is blank for either of these node types, the system uses a default value of 1000. Values in this field are ignored for other node types.

Note. The Display and Fetch options do not apply to the Dynamic Grid node action, and they do not influence or control the number of rows generated in the dynamic grid.

Display Folder as

Select whether you want the node to appear as a folder or a leaf.

Expand

Select to expand the nodes on the tree when the tree initially appears on the 360-Degree View.

Hide Node if No Children

Select to hide the node if there are no values. For example, if the customer has no cases, the Case node does not appear on the tree.

Apply Date Filter

Select to apply a date range to the activities for the given node. This is selected by default. If cleared, the date range criteria does not apply to that node.

Click to jump to top of pageClick to jump to parent topicTesting Trees

Access the Test Your Tree page (Set Up CRM, Common Definitions, 360-Degree View, Set Up Tree, Test Your Tree).

To test a tree:

  1. Enter data into one or more of the fields in the Test Tree page region.

  2. Click the Test Tree button.

    The system verifies the tree configuration and a preview of the tree appears in the Activities group box.

Click to jump to top of pageClick to jump to parent topicSearching for and Viewing Application Packages

Access the Application Packages Lookup page (click the Package Tree Viewer link on the Define Node page).

Click any tree node to select the application class, then click OK. The system returns the information to the page from which you transferred.

Filters For Lookup

Select either Class or Class Path in the Search By field and enter either an application class ID or application class path.

Application Class Tree

The tree for the application class appears in this portion of the page.

See Also

Using Application Classes

Click to jump to parent topicConfiguring the 360-Degree View

To configure the 360–Degree View, use the Set Up Profile (RB_TD_PROF_SET) and Configure Role (RB_TD_ROLE_TREE) components.

This section discusses how to:

Click to jump to top of pageClick to jump to parent topicPages Used to Configure the 360-Degree View

Page Name

Definition Name

Navigation

Usage

Set Up Profile

RB_TD_PROF_SETUP

Set Up CRM, Common Definitions, 360-Degree View, Set Up Profile, Set Up Profile

Define a profile that appears on the 360-Degree View.

Configure Role

RB_TD_ROLE_TREE

Set Up CRM, Common Definitions, 360-Degree View, Configure Role, Configure Role

Configure tree information for a role.

Transaction Sub-Interactions

RB_TD_SUB_TRANS

Set Up CRM, Common Definitions, 360-Degree View, Configure Role, Transaction Sub-Interactions

Define the transactions for which to capture subinteractions.

Node Sub-Interactions

RB_TD_SUB_NODE

Set Up CRM, Common Definitions, 360-Degree View, Configure Role, Node Sub-Interactions

Define the nodes for which to capture subinteractions.

Dynamic Grid

RB_TD_DYNGRD_PG

Set Up CRM, Common Definitions, 360-Degree View, Define Dynamic Grid, Dynamic Grid

Define the grid on which transaction information appears.

Action Category

RB_TD_ACT_CAT

Set Up CRM, Common Definitions, 360-Degree View, Define Action Category, Action Category

Define categories in which to group actions to display on the Action drop down.

Related Actions

RB_TD_DYNGRD_ACT

Set Up CRM, Common Definitions, 360-Degree View, Define Action Category, Related Actions

Relate actions to dynamic grids.

Click to jump to top of pageClick to jump to parent topicSetting Up Profiles

Access the Set Up Profile page (Set Up CRM, Common Definitions, 360-Degree View, Set Up Profile, Set Up Profile).

Column Layout

Select the column layout for profile display.

Profile Type

Select Customer Profile, Financial Profile, or Other. This field controls the information that is available for inclusion in profile data.

Application Class Path

Package Tree Viewer

Click to search for and view all of the application packages that PeopleSoft CRM provides.

See Searching for and Viewing Application Packages.

Description

Market

Specify the market with which to associate this profile. A component is uniquely identified by its name and its market association.

Default

Select to set this profile as the default profile for this market.

Profile Fields to Display

Use the Add icon (+) to define multiple fields for the profile section.

Record and Field Name

Enter the record and field name that you want to appear in the 360-Degree View Profile group box.

Editable

Select the Editable check box to allow an agent to update the field's value.

Note. In this release, you can apply the Editable feature only to these fields: FIRST_NAME, LAST_NAME, EMAIL_ADDR, ADDRESS_PHONE, and EXTENSION. Also, profile fields for PeopleSoft HelpDesk for Human Resources are not editable because the profile information resides in the HR database.

Label ID

Enter the label ID for this field in the Profile group box.

Label Type

Select whether you want the Long Name or Short Nameto appear for this field in the Profile group box.

Method Name

Enter the name of the method that fetches the data from the record that you have specified. This method comes from the application class defined Application class path section.

Display Row

Enter a number to indicate the fields horizontal placement in the Profile group box relative to the other fields. Be sure that you take into account the number of Display columns when you plan the layout of the fields in the Profile group box.

Display Column

Select First Column (left side) or Second Column (right side) to indicate the field's vertical placement.

Note. If you want to move the Address field from the default first column to the second column, additional code change is required.

First Button Details and Second Button Details

Use the fields in these sections to define the buttons in the 360-Degree View Profile group box. You can use these two to add any drill down actions like transferring to a transaction or opening a 360-Degree View page for the parent business object.

You can specify one, two, or no buttons. If there are any editable fields in the profile, the system automatically displays the Apply Changes button.

Class ID, Class Path, and Method Name

Enter information to locate and identify the method that is executed when a user clicks the first or second button in the 360-Degree View row.

Image Name

Select a button image from the lookup list.

Display Image

Select to enable the button's display.

Image Tool Tip

Select an appropriate label for the popup tool tip.

Click to jump to top of pageClick to jump to parent topicConfiguring Roles

Access the Configure Role page (Set Up CRM, Common Definitions, 360-Degree View, Configure Role, Configure Role).

Role Name

Select a PeopleTools role.

Transaction Name

Select the transaction group that you want to associate with this PeopleTools role.

See Defining Transaction Groups.

Tree Name

Enter the tree that you want to associate with this PeopleTools role.

See Setting Up Trees.

Profile

Enter the profile that you want to associate with this PeopleTools role.

These profiles are available as system data:

  • COMPR (Communications Profile).

  • CORE (Core Profile).

  • EBSHR (HR Help Desk Profile for E-Business HCM).

  • ENGPR (Energy Profile).

  • FSIPR (FSI Profile).

  • INSPR (Insurance Profile).

  • HE (Higher Education Profile).

  • HRHD (HR Help Desk Profile).

  • WRKER (Worker profile).

See Setting Up Profiles.

Sequence Number

Enter a number that the system uses to determine which role information appears by default on the 360-Degree View when the user has more than one role in the system.

For example, if a user has the PeopleSoft User role with sequence number 20 and the Support Manager role with sequence number 10, then the information that is related to the Support Manager role is used to initially populate the 360-Degree View because it has the lowest sequence number.

The user can change the role that appears.

See Configuring Roles.

View Type

Select the type of view for this role. Values are:

  • Constituent

  • Customer

  • Partner

  • HR HelpDesk Worker

  • Worker

If the View Type is Constituent or HR HelpDesk Worker, the 360-Degree View Section grid is displayed listing all the possible extra sections that can appear on the 360-Degree View page: select the corresponding Enabled check box for each section that should be displayed for that role.

The system uses the view type to determine the role and related information that appears in the 360-Degree View. If the view type has any of the above values, the system selects only the role with the specified view type having the lowest sequence number.

For example, a user has the PeopleSoft User (sequence number 10, view type of Customer), HR HelpDesk Agent (sequence number 20, view type of HR HelpDesk Worker), Support Admin (support administration; sequence number 25, view type of Customer), and IT HelpDesk Agent (sequence number 30, view type of Worker) roles. When launching the 360-Degree View from Case, if the view type is Worker, then the system selects the IT HelpDesk Agent role and shows the HelpDesk tree with HelpDesk Profile information. If the view type is Customer, the system selects the PeopleSoft User role because it has a sequence number less than that of the Support Admin role.

Financial Account Grid

Check this option to display a customer's accounts

Policy Grid

Check this option to display a customer's policies.

Note. When integrating with PeopleSoft or E-Business HCM, the information on the Configure Role page determines in part the data that needs to be brought over from the corresponding Human Resource system. Unlike the integration to PeopleSoft HCM, no entity level security is imposed by Oracle E-Business. In E-Business, security is imposed by the virtue of the functions to which the user has access.

Click to jump to top of pageClick to jump to parent topicDefining Transactions with Subinteractions

Access the Transaction Sub-Interactions page (Set Up CRM, Common Definitions, 360-Degree View, Configure Role, Transaction Sub-Interactions).

When you access this page, all transactions that are associated with the transaction group appear.

Capture Sub-Interaction

Select to enable the corresponding transaction to capture subinteractions for this role.

Note. Not all transactions were designed to be able to capture sub-interactions. The Capture Sub-Interaction check box is disabled for any transaction for which it does not apply.

Click to jump to top of pageClick to jump to parent topicSpecifying Nodes to Capture Subinteractions

Access the Node Sub-Interactions page (Set Up CRM, Common Definitions, 360-Degree View, Configure Role, Node Sub-Interactions).

When you access this page, all tree node descriptions that are associated with the tree appear.

Capture Sub-Interaction

Select to enable the corresponding tree node to capture subinteractions.

Note. Not all nodes were designed to be able to capture sub-interactions. The Capture Sub-Interaction check box is disabled for any transaction for which it does not apply.

Click to jump to top of pageClick to jump to parent topicDefining Dynamic Grids

Access the Dynamic Grid page (Set Up CRM, Common Definitions, 360-Degree View, Define Dynamic Grid, Dynamic Grid).

Retrieval Type

Specify either the database view or the application class that is the source of the data that populates the dynamic grid.

View and View Name

Select to indicate that the data source is a database view. Enter the name of the database view that holds data that is returned by the database view.

Application Class

Select to indicate that an application class runs to provide the data that appears on the dynamic grid.

Record Name

Enter the name of the record that holds data that is returned by the application class method.

Class, Class Path, and Method Name

Enter the application class information for this application class. The method that your assign here is used to create the request message and populate the node with the requested information.

Package Tree Viewer

Click to locate an application class.

Grid Information

Enter data that names the grid and describes its appearance.

Visible Columns

Enter a number to specify how many of the fields defined in the Grid Field section will initially display in the dynamic grid. The first n fields (in order based on Sequence Number) from the Grid Field definitions will be displayed based on the number that is provided in the Visible Columns field.

360-Degree View users will be able to view the entire set of fields for the dynamic grid, if desired, by clicking the Show All Columns link.

Grid Keys

Field Name

Enter the name of the field that the system uses as a key when transferring to another component.

Sequence number

Enter the sequence of the key.

Grid Field

Enter information that describes each field that appears in the grid. Add fields using the Add a new row (+) button.

Field Name

Select the name of the field whose values you want to appear in the grid. Available fields are based on the view name or the record name selected in retrieval type section.

Display Type

Select one of the following to indicate how the Field Name value will be displayed on the grid:

  • Hyperlink

    Select to enable the user to initiate the transfer by clicking on the field value text.

  • Long Translate

    This option is for the display of a string that contains the Long translate (XLAT) value of the field, provided the field is based on a translate table.

  • Others

    Select this option to display the value as read-only.

  • PushButton

    Select to make the field appear as a button that initiates the transfer.

  • Related Display

    This option is for the display of a custom element.

  • Short Translate

    This option is for the display of a string that contains the Short translate (XLAT) value of the field, provided the field is based on a translate table.

Label ID

If you want the field to be displayed by its label, select Field Label ID.

Label Type

If you selected Field Label ID, indicate if you want to display the Long Name or Short Name for the field label.

Sequence number

Enter the a number 1 or greater number to indicate the position of the text field in relation to the other text fields you define.

Description

The system displays the text description specified for the Label ID field. It is not editable here.

Click to jump to top of pageClick to jump to parent topicRelating Actions to Dynamic Grids

Access the Related Actions page (Set Up CRM, Common Definitions, 360-Degree View, Define Action Category, Related Actions).

Order

Enter the number 1 or a greater number to indicate the order in which you want the action to appear in the Actions drop-down list at the top right corner of the dynamic grid page.

Context Required

Select if you want the system to require the user to select a row from the grid when selecting this action. The context itself is specified in the action category to which the action belongs.

When the user clicks the Go button for the Action drop-down list box, the default values defined in the actions are made available in a global record along with the selected rows in the grid. The system then triggers the method associated with the action category.

See Defining Action Categories.

Disable for Inactive BO

Select to prevent the action from being performed on business objects that are inactive.

Default

Select to display the action in the drop-down list.

Status

Select Active or Inactive. The default is Active. Only Active actions appear in the Action drop-down list box.

Click to jump to parent topicConfiguring the 360-Degree View Search Page

To configure the 360-degree view search page, use the User Links (RB_TD_ANON_LINKS) and 360-Degree Search Preferences (RB_TD_USRSRCHPREF) components.

This section provides an overview and discusses how to:

Click to jump to top of pageClick to jump to parent topicUnderstanding 360-Degree View Search Pages

360-Degree View search pages use the customer identification framework to identify the customer or worker whose information appears on the 360-Degree View. Different 360-Degree View search pages are defined for each of the PeopleSoft CRM industry solutions or markets. You can control which search page a user accesses by setting the user's market preferences.

Additionally, you can create user links (which you click to access a component) that appear on these search pages.

See Also

Customer Identification

Accessing the 360-Degree View

Click to jump to top of pageClick to jump to parent topicPages Used to Configure the 360-Degree Search Page

Page Name

Definition Name

Navigation

Usage

User Links

RB_TD_ANON_LINK_PG

Set Up CRM, Common Definitions, 360-Degree View, User Links, User Links

Define user links that appear on the 360-Degree Search page.

Application Packages Lookup

RB_APPLPKG_PG1

Click the Package Tree Viewer link on the User Links page.

Search for and view the available application packages or classes that PeopleSoft CRM provides.

Search Preferences

RB_TD_USRSRCHPREF

Set Up CRM, Common Definitions, 360-Degree View, Search Preferences, Search Preferences

Select the search page that you use to access the 360-Degree View.

Click to jump to top of pageClick to jump to parent topicDefining User Links That Appear On the Search Page

Access the User Links page (Set Up CRM, Common Definitions, 360-Degree View, User Links, User Links).

Note. Currently, PeopleSoft CRM provides predefined user links for the search pages in the financial industries.

Base Market

The base market where this user link applies.

Component Name and Page Name

The component and page where this set of user links appears.

Description

The description for this set of user links.

User Links

Define each user link that appears on the search page.

Sequence

Enter a number that the system can use to determine the order in which the user links appear on the page.

Active

Select the status of the user link, either Active or Inactive. Only active user links appear on the page.

Link Name

Enter the link name. This appears on the page as the user link.

For each user link that you define, select the option that defines the action taken when the user clicks the link. Actions are:

Transfer

Select to have the user link transfer to a PeopleSoft CRM component and page that you define.

If you select Transfer, use the Market, Menu Name, Menu Bar Name, Item Name (component name), Page Name, and Mode fields to select where you want the user link to take you.

Application Class

Select to have the user link calls a PeopleSoft CRM application class.

If you select Application Class, enter the Class, Class Path Like, and Method Name fields to define the application class that the system to call.

Package Tree Viewer

Click to access the Application Packages Lookup page to search for and view the available application packages that PeopleSoft CRM provides. The information that you select on this page appears on the User Links page after you click OK.

See Searching for and Viewing Application Packages.

Portal Content Reference

Select to have the user link transfer to a PeopleSoft CRM portal page that you define.

If you select Portal Content Reference, use the Portal Name and Portal Object Name fields to select the portal page to which you want to transfer.

Click to jump to top of pageClick to jump to parent topicSelecting the Search Page That Is Used to Access the 360-Degree View

Access the Search Preferences page (Set Up CRM, Product Related, 360-Degree View, Search Preferences, Search Preferences).

Select the default search page that you want to use to access the 360-Degree View for the different markets. You can define a different search page to access the 360-Degree View for each market.

The system checks the user's preferences to determine the market that is associated with that user and then uses the search preferences that you define on this page to determine the search page that appears when users access the 360-Degree View. If you do not define a market value for the user on the user preferences page, the system uses the search page that is associated with the Global market from this page.

Note. The search preference defaults to the search page that is associated with the Global market.

User's Preferred Market

Select a preferred market if it is not already shown on the page.

Default

Select to indicate the page that you want the system to display in the selected row when no market preference exists for the user.