PeopleSoft Automation and Application Configuration Overview

This book discusses tools that you can use to send communications to workers and customers, to automate PeopleSoft CRM processes, and to control the behavior and appearance of PeopleSoft CRM applications. The tools that this book discusses are common to multiple CRM applications.

This book contains these parts:

• Correspondence management

  This part discusses tools for sending notifications and correspondence to customers and CRM staff. Topics include template-based correspondence, ad hoc correspondence, and the PeopleSoft CRM worklist.

• Automation tools

  This part discusses tools for automating and standardizing processes. Topics include PeopleSoft CRM workflow, Active Analytics Framework (AAF), and scripts.

• Configuration tools

  This part discusses tools for configuring the behavior and appearance of your applications. Topics include configuring search pages, display templates, text trays, toolbars, attributes, and industry-specific field labels and field values. This part also discusses how to further configure applications by referencing your own custom application classes at predefined points in specific CRM processes.

• Knowledge management

  This part discusses the setup of PeopleSoft Search.

• Business process management tools

  This part discusses tools for automating and standardizing business process using the delivered business project functionality.