PeopleSoft CRM Automation and Application Configuration Business Processes
This section summarizes the business processes associated with PeopleSoft CRM correspondence management, automation, and application configuration.
Correspondence Management
Correspondence management enables users to:
Use the PeopleSoft CRM worklist to manage notifications and work assignments.
Define correspondence templates.
Send correspondence of various types, both template-based and free-form.
Automation
PeopleSoft CRM automation tools enable users to:
Create business rules and perform automated actions, such as send automated notifications and assign tasks to worklists, based on the evaluation of business rules.
Create and run various types of scripts.
For example, users can run troubleshooting scripts either from a case or from lead qualification scripts from a sales lead.
Application Configuration
PeopleSoft CRM application configuration tools enable you to change the appearance and behavior of your applications. Rather than supporting specific business processes, these tools give you the ability to tailor the environment in which other business processes occur.
Knowledge Management
PeopleSoft CRM knowledge management tools provide keyword searching capabilities through PeopleSoft Search.
Business Process Management
PeopleSoft CRM business project functionality enables users to initiate, manage, and monitor business processes.