Setting Up Billing and CRM 360 Degree View Integration

This topic provides an overview of the PeopleSoft CRM 360 degree view and discusses how to set up Billing and CRM 360 degree view integration.

Page Name

Definition Name

Usage

Queue Definitions Page

IB_QUEUEDEFN

Enable the queue status.

Service Operations-General Page

IB_SERVICE

Activate the service operation.

Service Operations-Routings Page

IB_SERVICERTNGS

Activate the routing.

General

ACL_GENERAL

Grant security permission to the service operation. Verify that the permission list has full access to the service operation.

PeopleTools: Security Administration, "Setting Up Permission Lists"

Node Definitions Page

IB_NODE

Verify remote and local node setup.

PeopleTools: Integration Broker, "Adding and Configuring Nodes"

The PeopleSoft CRM 360-Degree View is a tool to manage customer interactions. You can use this feature as an entry point for all customer interactions, and as the central point to launch all customer transactions, such as quote and order creation, case creation, and opportunity creation.

The 360-Degree View enables the customer service representative to do the following:

  • Access customer profile information.

  • Manage transactions.

  • Record interactions.

  • View all customer interactions using the 360-Degree View tree.

Integration Between PeopleSoft CRM and Supply Chain Management

When defining the nodes for the 360-Degree View tree, you can define a node that represents invoices for the customer. This node on the 360-Degree View tree is populated by information that resides in PeopleSoft Billing.

Using a defined EIP, the customer service representative can request information from PeopleSoft Billing for invoice information that is associated with a customer. PeopleSoft Billing sends the requested information back to PeopleSoft CRM. To accomplish this:

  • PeopleSoft CRM sends a request service operation (BI_EIP360_REQ) to Billing for invoices.

  • PeopleSoft Billing sends a response service operation (BI_EIP360_RSP) back to CRM for the information to display under the 360-Degree View tree.

Users can click invoice links that appear on the 360-Degree View tree to access additional invoice detail in PeopleSoft Billing.

Setting Up PeopleSoft Billing and CRM 360 Degree View Integration

To integrate the PeopleSoft Billing and CRM, perform the following steps:

  1. Enable the queue status.

  2. Activate the service operation.

  3. Activate the routing.

  4. Grant security permission to the service operation.

  5. Verify remote and local node setup.

Note: The node names PSFT_EP and PSFT_CR are used in the following sections as examples only. You might have different default local nodes, for example, the default PeopleSoft CRM local node might be CR880. Use the correct default local node name in each of the following setup steps.

The queue is delivered with a default status of Pause. To enable the queue, change the queue status to Run.

To change the queue status to Run:

  1. Access the Queues page (PeopleTools, Integration Broker, Integration Setup, Queues).

  2. Select Queue Name BI_EIP360.

  3. In the Queue Status field, select Run.

  4. Save your changes.

PeopleSoft delivers service operations in PeopleSoft Integration Broker with a default status of Inactive. You must activate each service operation before attempting to send or receive data from a third-party source or another PeopleSoft system, such as CRM. To setup a service operation use the information in the table below and refer to the setup instruction in the PeopleSoft Supply Chain Management Integrations.

Service Operation

Direction and Type

Handlers

Chunking Available?

Integrates With

BI_EIP360_REQ

Inbound

Synchronous

REQUESTHDLR

No

CRM

See Setting Up Service Operations.

PeopleSoft delivers nodes in PeopleSoft Integration Broker with a default status of Inactive. You should verify that each node is active before attempting to send or receive data from a third-party source or another PeopleSoft system, such as CRM. To verify that a node is active, access the Nodes page (PeopleTools, Integration Broker, Integration Setup, Nodes).

Verify that the PSFT_CR and the PSFT_EP nodes are active.

See PeopleTools: Integration Broker, "Adding and Configuring Nodes"