PeopleSoft CRM Call Center Applications Overview
PeopleSoft CRM call center applications provide a collaborative framework for streamlining employee help desk and customer support operations. Through a standard web browser, agents can access workforce, customer, and enterprise information. When employees or customers use the PeopleSoft employee or customer portal with PeopleSoft CRM self-services applications, they can access information that can help them solve their problems online without intervention from an agent.
PeopleSoft CRM offers six distinct applications to provide complete support management for your internal and external customers:
PeopleSoft Support enables you to manage your customer support operations.
PeopleSoft HelpDesk enables you to manage your workforce support operations.
PeopleSoft HelpDesk for Human Resources enables you to manage employee human resources inquiries and issues.
PeopleSoft Service Center for Higher Education enables you to manage constituent and staff inquiries and issues.
PeopleSoft Quality Management enables you to manage information related to product defects, enhancement requests, and resolutions (fixes).
PeopleSoft Change Management enables you to effectively manage change requests.
Note: For PeopleSoft Support, HelpDesk and HelpDesk for Human Resources, there are two types of self-service applications: one for employees (HelpDesk) and one for customers (Support).
These applications provide complete solutions for tracking and resolving problems and change requests. Together, they provide end-to-end management of all customer and workforce support issues. Because the applications use the same technology foundation, an organization that uses more than one can leverage information technology resources and implementation processes across applications.
Each application provides functionality tailored to its unique audience. Cases are tracked based on data that is appropriate to the specific application. HelpDesk cases are tracked by employee, department, and other data relevant to internal cases. Support cases are tracked by customer, contact, and other data relevant to external customers. Analyst Service Center (Service Center for Higher Education) cases are tracked by customer contact, consumer (constituent), employee, and other data relevant to an educational institution.