Integrating with PeopleSoft Customer Relationship Management

Customers using PeopleSoft CRM Sales and Collaborative Selling can initiate service-based proposals from within PeopleSoft CRM through an interface with PeopleSoft Proposal Management. For opportunities requiring manual entry, you can create and price multiple service-based proposals. You can build each proposal using resource inputs at the project activity level.

The following sections describe the integration points:

Proposal Integration

Proposal Integration consists of two application messages: OC_ESA_PROPOSAL and OC_ESA_PROPOSAL_RESPONSE. When an order or quote is submitted for a service type engagement in PeopleSoft CRM, the system sends the proposal request message (OC_ESA_PROPOSAL) to PeopleSoft Proposal Management.

In response to this message, PeopleSoft Proposal Management sends a message (OC_ESA_PROPOSAL_RESPONSE) to PeopleSoft CRM to return the Capture ID, Proposal ID, and Version ID.

The system sends these fields from PeopleSoft CRM to PeopleSoft Proposal Management:

Source = CRM

Target = PeopleSoft Proposal Management

Record

Field

Record

Field

RO_HEADER

CAPTURE_ID

GM_PROPOSAL

CAPTURE_ID

BUS_UNIT_TBL_RO

BUSINESS_UNIT_ESA

GM_PROPOSAL

BUSINESS_UNIT

RO_LINE

PRODUCT_ID

GM_PROPOSAL

PRODUCT_ID

PROD_ITEM

DESCR

GM_PROPOSAL

PRODUCT_DESCR

RO_LINE

PRICE

GM_PROPOSAL

PRICE

RO_LINE

CURRENCY_CD

GM_PROPOSAL

CURRENCY_CD

RO_NOTE

DESCRLONG

GM_PROP_COMMENT

DESCRLONG

RB_INT_CUST_ADS

CUST_ID

GM_PROPOSAL

CUST_ID

RSF_OPPORTUNITY or RSF_LEAD

Note: System uses either record depending on if the quote has a lead or an opportunity attached.

SALES_USER_NAME

GM_PROPOSAL

SALESREP_NAME

Note: System uses PeopleCode to retrieve phone and extension information. Not a direct read of a record.

CC_PHONE_EXTENSION

GM_PROPOSAL

CC_PHONE_EXTENSION

Note: System uses PeopleCode to retrieve email address information. Not a direct read of a record.

EMAIL_ADDR

GM_PROPOSAL

EMAIL_ADDR

RO_ASSOCIATION

PROPOSAL_ID

GM_PROPOSAL

PROPOSAL_ID

RO_ASSOCIATION

VERSION_ID

GM_PROPOSAL

VERSION_ID

RO_HEADER

QUOTE_EXPIRE_DT

GM_PROPOSAL

DUE_DATE

RO_HEADER

DESCR50

GM_PROPOSAL

PROPOSAL_TITLE

RO_HEADER

CAPTURE_DATE

GM_PROPOSAL

BEGIN_DT

RO_HEADER

QUOTE_DUE_DATE

GM_PROPOSAL

END_DT

In response to the first message, the system sends these fields from PeopleSoft Proposal Management to PeopleSoft CRM:

Source = PeopleSoft Proposal Management

Target = CRM

Record

Field

Record

Field

ESA_OC_RSPN

PROPOSAL_ID

RO_ASSOCIATION

PROPOSAL_ID

ESA_OC_RSPN

VERSION_ID

RO_ASSOCIATION

VERSION_ID

ESA_OC_RSPN

CAPTURE_ID

RO_ASSOCIATION

CAPTURE_ID

ESA_OC_RSPN

BUSINESS_UNIT

RO_ASSOCIATION

ASSOC_BUS_UNIT

ESA_OC_RSPN

MESSAGE_TEXT

NA

NA

Note: The system uses the MESSAGE_TEXT field to log error messages if any errors occur when the proposal is being created or updated.

PeopleSoft Proposal Management uses the customer number to query the customer table for customer name and current contact information. When PeopleSoft Proposal Management receives the message, the following occurs:

  • If the proposal ID is blank, the system creates a new proposal.

  • If the proposal ID is not blank, the system updates the existing proposal.

  • If a quote in PeopleSoft CRM has expired, it may be revised in CRM.

    This creates a new quote with a new capture ID. The system then passes the proposal ID to PeopleSoft Proposal Management from the original quote. PeopleSoft Proposal Management checks if the proposal has been closed out (proposal status equals Canceled). If it has been closed, the system reopens the proposal for pricing (proposal status is updated to Draft).

Quote Integration

When pricing information is completed in PeopleSoft Proposal Management, the Quote Integration application message (ESA_PROPOSAL_PRICE) sends pricing information back to PeopleSoft CRM. This occurs when a user clicks the Set To Ready button on the Maintain Proposal page in PeopleSoft Proposal Management. After the system sends the message to PeopleSoft CRM, the selected proposal version is locked and uneditable.

The system sends these fields from PeopleSoft Proposal Management to PeopleSoft CRM:

Source = PeopleSoft Proposal Management

Target = CRM

Record

Field

Record

Field

GM_PROPOSAL

PROPOSAL_ID

RO_ASSOCIATION

PROPOSAL_ID

GM_PROPOSAL

VERSION_ID

RO_ASSOCIATION

VERSION_ID

GM_PROPOSAL

BUSINESS_UNIT

RO_HEADER

BUSINESS_UNIT

GM_PROPOSAL

TOTAL_BUDGET_AMT

RO_LINE

PRICE

GM_PROP_COMMENT

DESCRLONG

RO_NOTE

DESCRLONG

Note: PeopleSoft Proposal Management sends note descriptions to PeopleSoft CRM, but PeopleSoft CRM does not update them.

Sales Integration

The system triggers the Sales Integration application message (OC_ESA_PROPOSAL_STATUS) from PeopleSoft CRM when a sales lead or opportunity is lost or sold, when the direct quote or order is sold, when the quote or order line is canceled (quotes expire after a specified time interval), or when the order line needs to be repriced.

When PeopleSoft Proposal Management receives the message, it updates the corresponding proposal version with either the Draft, Denied, or Committed status, which is based on the contents of the message. The system sends these fields from PeopleSoft CRM to PeopleSoft Proposal Management:

Source = CRM

Target = PeopleSoft Proposal Management

Record

Field

Record

Field

RO_ASSOCIATION

PROPOSAL_ID

GM_PROPOSAL

PROPOSAL_ID

RO_ASSOCIATION

VERSION_ID

GM_PROPOSAL

VERSION_ID

RO_ESA_BU

BUSINESS_UNIT_ESA

GM_PROPOSAL

BUSINESS_UNIT

RO_HEADER

CAPTURE_ID

GM_PROPOSAL

CAPTURE_ID

RO_LINE.STATUS

STATUS_CODE

GM_PROPOSAL

SUBMIT_STATUS

RO_NOTE

DESCRLONG

GM_PROP_COMMENT

DESCRLONG

When PeopleSoft Proposal Management receives the message, the following occurs:

  • If the order capture line status is Lost, the system updates the proposal status to Denied.

  • If the order capture line status is Sold, the system updates the proposal status to Committed.

  • If the order is expired, the system updates the proposal status to Canceled.

  • If the order capture line status is Negotiate, the system updates the proposal status to Draft and enables re-pricing for the related proposal version.

Statuses

This table shows how statuses from both PeopleSoft Proposal Management and PeopleSoft CRM correspond to each other:

PeopleSoft Proposal Management Status

PeopleSoft CRM Status

Draft

Draft

Ready

Priced

Draft

Negotiate

Denied

Lost

Committed

Sold

Canceled

Expired

Installation

To activate integration between PeopleSoft CRM and PeopleSoft Proposal Management, you must activate these messages at the message level:

  • OC_ESA_PROPOSAL

  • OC_ESA_PROPOSAL_RESPONSE

  • ESA_PROPOSAL_PRICE

  • OC_ESA_PROPOSAL_STATUS

See the product documentation for PeopleTools: Integration Broker