Delivered Terms
PeopleSoft CRM delivers a variety of terms that you can use to build policies for your call center applications. They are categorized by subject areas using a folder structure. To facilitate term lookup when building a policy or creating a correspondence template, the system displays a term selection page.
There are over 100 terms in the Case Details folder. The following list is a small subset of all of the delivered terms. These terms are typically used when building policies that impact the PeopleSoft Support and HelpDesk applications:
Subject Area |
Term |
Description |
---|---|---|
Business Processes |
Case Sample Worklist Operator ID |
Returns the operator ID of the sign-on user as a string. |
Case Sample Structured Worklist Rowset |
Returns the operator ID of the sign-on user as a rowset. |
|
Case Details |
Case ID |
Returns the ID of the case. |
Case Restore Minutes |
Returns the number of minutes, based upon the entitlements, within which the case should be completed. |
|
Case Response Met Date |
Returns the date the agent responded to the problem associated with the case. |
|
Case Restore Met Date |
Returns the date the technician restored service or fixed the problem associated with the case. |
|
Account Number Specified in Case |
Returns the account number specified on the case. |
|
Site Identification Number |
Returns the site identification number or SIN. |
|
Case Notes Details |
Returns the details from the notes that were entered for a case. |
|
Case Status Category |
Returns the case status category. |
|
Case Agreement Warranty |
Returns the warranty name associated with the case. |
|
Case Agreement Line |
Retrieves the case agreement line for a specific case. |
|
Asset Tag |
Returns the asset number of the installed product. |
|
Serial ID |
Returns the serial ID of the product that is entered on the case. |
|
Person PIN |
Returns the personal identification number or PIN of the employee associated with the case. |
|
BO_ID of Case Reported By |
Returns the business object ID of the contact person who reported the case. |
|
BO_ID of the Customer Reporting the Case |
Returns the business object ID of the customer reporting the case. |
|
Role Type ID of the Customer Reporting the Case |
Returns the role type ID of the customer reporting the case. |
|
Role Type ID of the Contact Reporting the Case |
Returns the role type ID of the contact reporting the case. |
|
BO_ID of the Site Reporting the Case |
Returns the business object ID of the site reported on the case. |
|
BO_ID of the Contact Reporting the Case |
Returns the business object ID of the contact reporting the case. |
|
Work Order Description Change |
Returns the description of the work order. |
|
Link Definition |
Select a Solution <SOLUTION_ID> |
Allows users to select a solution. |
Select a Business Project<BP_ID> |
Allows users to select a business project. |
|
Select a Branch Script <SCRIPT_ID> |
Allows users to select a branch script. |
|
Select a Dialog Business Unit <BUSINESS_UNIT> |
Allows users to select a business unit under which their dialogs would reside. |
|
Select a Dialog ID <DIALOG_ID> |
Allows users to select a dialog ID. |
|
Select an External Event Trigger <EXT_EVENT_TRIGGER> |
Allows users to select an external event. |
|
Notification Delay |
<Percentage> Restore Minutes |
Used to specify the percentage of entitled restore time when a notification can be sent. |
<Percentage> Response Minutes |
Used to specify the percentage of entitled response time when a notification can be sent. |
|
Case Metrics |
Number of Priority <PRIORITY> Cases |
Returns the number of priority cases. |
RMA Details |
RMA Business Unit |
Returns the RMA Business Unit. |
RMA ID |
Returns the RMA ID |