Understanding PeopleSoft SCM Integration with PeopleSoft CRM
You use EIPs to seamlessly integrate your (SCM) applications to PeopleSoft (CRM). While you can use these EIPs to integrate with other technologies, your setup steps can be different if you are integrating to PeopleSoft CRM.
Setting Up CRM EIPs
In general, you need to follow a few more steps used to set up EIPs to integrate with PeopleSoft CRM. These steps are unique to each EIP, and thus are found in the PeopleSoft SCM application documentation for each individual EIP. However, some EIPs use different service operations to integrate with PeopleSoft CRM than to other systems. For example, Item Master uses the ITEM_CRM_SYNC_EFF service operation to integrate with PeopleSoft CRM, and ITEM_SYNC or ITEM_SYNC_EFF to integrate with other applications such as a Warehouse Management System.
Processing Inbound CRM EIPs
In general, you follow a few different steps when subscribing to CRM EIPs.
You load inbound XML-based transactions into the PeopleSoft system using subscription processes that are automatically initiated by PeopleSoft's Integration Broker functionality. Once loaded, the system validates the information and if no errors are found, updates the appropriate PeopleSoft application tables. If errors are found, then the data may be corrected and resubmitted for processing.
Processing Outbound CRM EIPs
You can publish outbound XML-based service operations from different points in the system using PeopleSoft's messaging capabilities. If you are publishing an entire table such as items or customers, you use the one time full data publish utility. If you are publishing incremental update service operations, the system automatically publishes service operations with the data when you save the appropriate component.
This section discusses integration of common objects
Syncing Customers, Contacts, and Products
You synchronize products, customers, and contacts by performing a full table publish to the PeopleSoft Order Capture system. PeopleSoft SCM provides updates to the subscribing system with incremental service operations. Products should be maintained in PeopleSoft SCM and published to PeopleSoft CRM. Customers and Contacts may be maintained in both PeopleSoft SCM and CRM.
PeopleSoft Order Management and PeopleSoft Order Capture sync customer, contact, and product information. They also sync sales order data.
Submitting Quotes
PeopleSoft Order Capture submits a quote (CRM_QUOTE), which is transformed into a subscribe service operation (SALES_CRM_QUOTE_LOAD) to PeopleSoft Order Management. PeopleSoft Order Management sends an acknowledgement of this quote (SALES_QUOTE_NOTICE) to PeopleSoft Order Capture.
Submitting an Order
PeopleSoft Order Capture submits an order (CRM_SALES_ORDER), which is transformed into a subscribe service operation (SALES_CRM_ORDER_LOAD) to PeopleSoft Order Management. PeopleSoft Order Management sends a Sales Order Acknowledgement to PeopleSoft Order Capture.
Maintaining Existing Orders
PeopleSoft Order Capture sends order changes (CRM_SALES_ORDER_CHANGE) which are transformed into a subscribe message (SALES_CRM_ORDER_CHANGE_LOAD) to PeopleSoft Order Management. PeopleSoft Order Management sends an order change acknowledgement (SALES_ORDER_CHANGE_NOTICE) to PeopleSoft CRM.
Checking Order Status
PeopleSoft Order Capture requests current order and order line status (CRM_ORDER_STATUS), transformed into a service operation (SCM_GET_ORD_STATUS) in PeopleSoft Order Management. PeopleSoft Order Management sends back the order status (SALES_ORDER_STATUS) to PeopleSoft Order Capture.
Checking Product Availability
PeopleSoft Order Capture requests product availability information (SCM_GET_PROD_AVAIL) from PeopleSoft SCM.
Shipping an Order
PeopleSoft Order Capture receives advanced shipping notices (ADVANCED_SHIPPING_NOTICE) from PeopleSoft Inventory.
PeopleSoft CRM requests and receives invoice information from PeopleSoft Billing.
PeopleTools: Applications User's Guide
PeopleSoft CRM FieldService requires real-time item balance and availability checks with PeopleSoft Inventory and Purchasing. Inventory sends information to FieldService, including Inventory business units as storage locations for field service trucks and items.