Oracle's PeopleSoft CRM Product and Item Management Preface

This preface discusses:

• PeopleSoft application fundamentals.

• PeopleSoft business object management.

• PeopleSoft automation and configuration tools.

• PeopleSoft services foundation.

• PeopleTools PeopleBooks.

Note. This PeopleBook documents only page elements that require additional explanation. If a page element is not documented with the process or task in which it is used, then either it requires no additional explanation or it is documented with common elements for the section, chapter, PeopleBook, or product line.

PeopleSoft Application Fundamentals

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.

The PeopleSoft CRM 9.1 Application Fundamentals PeopleBook contains these parts:

• CRM Multi-Product Foundation

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

• Workforce Management

  This part discusses how to administer workers who perform tasks such as support or field service in PeopleSoft CRM. It includes information on competency management and assigning workers to tasks.

• Interactions and 360 Degree Views

  This part discusses how to manage interactions and set up and use 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 how to set up, administer, and use 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.

• SmartViews

  This part discusses how to set up and use SmartViews to manage key customer segments and accounts in a central environment.

See Also

Oracle's PeopleSoft CRM Application Fundamentals Preface

PeopleSoft Business Object Management

The PeopleSoft CRM 9.1 Business Object Management PeopleBookdiscusses how to create and manage customer and worker business objects in PeopleSoft CRM.

The PeopleSoft CRM 9.1 Business Object Management PeopleBook has these parts:

• Business Object Management Basics

  This part provides an overview of the business object relationship model and discusses setting up role types, relationship types, and control values.

• Data Management for Organization Business Objects

  This part discusses how to set up and manage companies, sites, and partner companies.

• Data management for Individual Business Objects

  This part discusses how to set up and manage persons, including contacts and consumers, and workers.

• Business Object Management

  This part discusses how to define and use business object searches, quick create, and the customer identification framework to manage business objects.

• Customer and Worker Data Integrations

  This part discusses how to integrate customer and worker data with other systems.

See Also

Oracle's PeopleSoft CRM Business Object Management Preface

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 PeopleSoft CRM 9.1 Application Fundamentals PeopleBook.

The PeopleSoft CRM 9.1 Automation and Configuration Tools PeopleBook contains these parts:

• 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, the Active Analytics Framework (AAF), 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 the setup of Verity search.

• Business Process Management

  This part provides information on the two different approaches to manage business processes in PeopleSoft CRM and discusses:

  • The setup of the Business Process Execution Language (BPEL) infrastructure to initiate and manage BPEL process instances.

  • The setup of Business Process Monitor to view the status information of initiated BPEL process instances.

  • The setup of BPEL worklist integration to send CRM worklist entries (both notifications and action items) from BPEL processes.

  • The setup and execution of business projects.

See Also

Oracle's PeopleSoft CRM Automation and Configuration Tools Preface

PeopleSoft Services Foundation

The PeopleSoft CRM 9.1 Services Foundation PeopleBook discusses configuration options that are common to PeopleSoft Integrated FieldService, PeopleSoft Order Capture, and the PeopleSoft call center applications (PeopleSoft Support, PeopleSoft HelpDesk, and PeopleSoft HelpDesk for Human Resources).

The PeopleSoft CRM 9.1 Services Foundation PeopleBook contains these parts:

• Solution Management

  Solution management enables users to establish a set of predefined solutions that call center agents and field service technicians can use to resolve customer problems.

• Transaction Billing Processor Integration

  PeopleSoft Transaction Billing Processor enables PeopleSoft Integrated FieldService, PeopleSoft Support, and PeopleSoft Order Capture to integrate with PeopleSoft Billing and PeopleSoft General Ledger through the use of the PeopleSoft Contracts architecture. The integration enables PeopleSoft CRM users to bill and book revenue for recurring, one-time, and on demand services.

• Solution Management

  Environmental Systems 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 through the Map Dashboard.

See Also

Oracle's PeopleSoft CRM Services Foundation Preface

PeopleTools PeopleBooks

Cross-references to PeopleTools documentation refer to the 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.