Setting Up Conversations

This topic discusses various components used to set up conversations.

This section provides an overview of conversation setup and discusses how to establish conversation subjects.

Page Name

Definition Name

Usage

Conversation Subject Topics

CONV_SUB_TOPIC_TBL

Define subtopics for conversation subjects.

See PeopleSoft CRM: Application Fundamentals

Conversation Subjects Page

SUBJECT_TABLE

Define subjects for categorizing conversations.

Follow-Up Actions

FOLLOW_UP_TABLE

Define a follow-up action to assign to a conversation, such as calling the customer again.

Keyword

KEYWORD_TABLE

Define the keywords that you use for search criteria when you retrieve conversations.

Perform these tasks before entering conversations:

  1. (Optional) Define subject topics on the Conversation Subject Topics page.

  2. (Optional) Define subjects and assign subtopics on the Conversation Subjects page.

  3. (Optional) Define follow-up actions for conversations.

    When you define a conversation query by selecting a follow-up action, you limit the items that you can view to the items that are tagged for the specified follow-up.

    Create as many follow-up actions as you need to categorize the actions that result from conversations with customers.

    If you use the Condition Monitor process (AR_CNDMON) in Receivables, you can create rules to generate actions on the customer action list and send an email notification to the action owners who are specified in the rules.

  4. (Optional) Define keywords to search for conversations.

    When you enter a conversation, you can associate it with up to three keywords. Create as many keywords as you need to categorize all conversations with customers.

  5. (Optional) Enter the file transfer protocol (FTP) site where you post file attachments for conversations in the URL field on the URL Maintenance page for the CUST_CONVER_ATT URL identifier.

  6. For eBill Payment only, determine to whom you will be sending messages by subject within the organization.

    For each subject, assign a unique role, and for each role assign the appropriate users. Users need to have valid email addresses to receive messages.

PeopleTools: Fluid User Interface Developer’s Guide, Working with Push Notification Framework

Use the Conversation Subjects page (SUBJECT_TABLE) to define subjects for categorizing conversations.

Field or Control

Definition

Subject Topic

Select a topic that further defines the subject. Topics enable you to organize conversation subjects in greater detail. The subject of an entry determines the topics that appear. You create topics on the Conversation Subject Topics page (CONV_SUB_TOPIC_TBL).

Role Name

Select the role of the person who is authorized to use the subject and to respond to customer emails that use the subject. You can assign a role name to a single individual or an entire group of individuals based on organizational needs. When an email is sent to a role name, every user assigned to the role receives the message. You use this option only with the Contact Us option in eBill Payment.

Qualifier

Select the type of references with which this subject is associated. Options are Buying Agreement, Contract, Document Number, Invoice Number, Item, Bill of Lading, Purchase Order Number, Payment ID, Quotation, RMA, and Sales Order.

Action Code

Optional. If left blank, no action list will be created for any eBill conversation that selects the Subject-Subject Topic combination.

Action Owner

Optional and disabled by default.

Enabled if Role Name and Action Code fields are entered.