PeopleSoft CRM 9.1 Services Foundation PeopleBook

Getting Started with PeopleSoft CRM Services Foundation

This chapter provides an overview of PeopleSoft Services Foundation and discusses:

PeopleSoft services foundation business processes.
PeopleSoft services foundation implementation.

PeopleSoft Services Foundation Overview

This book discusses the common foundation objects that are shared among PeopleSoft Integrated FieldService, the call center applications (PeopleSoft Support, HelpDesk, HelpDesk for Human Resources, and Service Center for Higher Education), and industry solutions that leverage the functionality of these core applications. These objects are used in service orders and cases to provide solution management, integration with the Transaction Billing Processor, and geographical information lookup capabilities.

Solution management and integration with Transaction Billing Processor are available to PeopleSoft Integrated FieldService and most call center applications. Geographical information lookup, also known as the Environmental Systems Research Institute (ESRI) integration, is available to PeopleSoft Integrated FieldService and Support.

PeopleSoft Services Foundation Business Processes

This section discusses the business processes associated with solution, time management, integration with the Transaction Billing Processor, and ESRI integration. We discuss these business processes in the business process chapters in this PeopleBook.

Solution Management Business Process

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

Time Management Business Process

Time management enables users to log time for the work performed on cases. Field service technicians and managers use a different page that is embedded in the service order component

Transaction Billing Processor Integration Business Process

Transaction Billing Processor integration provides the ability to bill and book revenue through PeopleSoft Contracts for recurring and on-demand services and agreements. The fees sent to the Transaction Billing Processor include agreement fees, service order fees (including service, material, time, and expense fees), and case fees.

ESRI Integration Business Process

The integration with ESRI, a third-party mapping software, enables users to view the location of reported cases and field service activities through the Map Dashboard.

PeopleSoft Services Foundation Implementation

PeopleSoft Setup Manager enables you to review a list of setup tasks for your organization for the products that you are implementing. The setup tasks include the components that you must set up, listed in the order in which you must enter data into the component tables, and links to the corresponding PeopleBook documentation.

PeopleSoft Integrated FieldService and call center applications provide component interfaces to help you load data from your existing system into PeopleSoft tables. Use the Excel to Component Interface utility with the component interfaces to populate the tables.

Each product's Getting Started chapter contains specific implementation and component interface information for that product. This PeopleBook includes information about solution management, time management, contracts and billing integration, and integration with ESRI.

See PeopleTools 8.52: PeopleSoft Component Interfaces PeopleBook

Other Sources of Information

In the planning phase of the implementation, take advantage of all PeopleSoft sources of information, including the installation guides, table-loading sequences, data models, and business process maps. A complete list of these resources appears in the preface of the PeopleSoft CRM Application Fundamentals 9.1 PeopleBook with information about where to find the most current version of each.