Understanding Trigger Points

This section discusses:

Trigger point lookup.
Trigger point vocabulary.
Trigger points and setID based processing.

Trigger Point Lookup

PeopleSoft CRM delivers more than 100 trigger points. The occurrence of a trigger point event invokes the decision engine to evaluate all the policies that are associated with the trigger point and triggers all the relevant actions when the conditions are evaluated to true.

To look up and manage delivered trigger points:

Select select Enterprise Components, then select Active Analytics Framework, then select Policies, then select Manage Trigger Point.
Enter a trigger point name, context name, or trigger type name.
Click the Search button.
Click the Trigger Point Name link.

The system displays a search page that lists the active policies and the action names associated with the policy. From this page you can add a new policy or a new policy group. In addition, you can select a policy to view the conditions and actions (IF / THEN statements) associated with the policy.

Note: PeopleSoft delivers trigger points as inactive; make sure to activate the trigger points and policies you need in the system so that policies can be evaluated and appropriate actions taken place at runtime. To activate a trigger point, navigate to select Enterprise Components, then select Active Analytics Framework, then select Setup, then select Register Trigger Point.

Trigger Point Vocabulary

System-delivered trigger points use a specific vocabulary to denote when they are invoked in the life cycle of a transaction:

When a Support Case is Presented.

This trigger point is invoked when either an existing transaction is opened or a new transaction is created for Support case.
Before a Support Case is Saved.

This trigger point is invoked when the save action is performed either by the application or by the user. The policies that are associated with this trigger point are carried out before the actual save is complete.
After a Support Case is Saved.

This trigger point is invoked after the save action is performed either by the application or by the user. The policies that are associated with this trigger point are carried out after the actual save is complete.
When a Customer is identified in Support Case.

This trigger point is invoked after the selection of a customer.
When a Product is identified in Support Case.

This trigger point is invoked after the selection of a product.

Important! Though the framework supports the registration of new trigger points, exercise caution before including new trigger points.

Trigger Points and SetID Based Processing

For a single trigger point, you can create policies in multiple setIDs. With this approach, the AAF decision engine can invoke different behaviors based on the setID or business unit of the transaction.

In this situation, the application that is requesting the AAF decision engine to evaluate the policies should also specify the relevant setID or business unit. This helps AAF to determine the right set of policies to evaluate, based on PeopleSoft setID processing.

Applications also have an option not to pass the setID or business unit. In this case, AAF uses the default setID that is specified in the AAF Installation component to determine the policies that need to be evaluated.

Transactions, such as the 360 degree view, which does not specify the setID or business unit for which the policies need to be evaluated, can have setID as part of the policy's condition to drive different behaviors.

Note: The applications refer to the trigger point by specifying the trigger code in their applications. Customers should refrain from making any changes to the trigger code for the trigger points that are delivered with the CRM system. Changes can cause unexpected system behavior.