PeopleSoft CRM Call Center Business Processes

Create and manage cases, including those originating in a third-party system.

Configure the Case page to display the information, fields, and layout specific to your support and information-gathering requirements.

Use a skills-based assignment engine to assign cases to the agents and provider groups that are most qualified to handle the cases.

Create and manage solution libraries, search the solution library using text searches, and search for and view defects and enhancements.

Track both successful and unsuccessful attempts to resolve cases.

Embed analytics to suggest next actions and provide related dialogs based on the information and responses entered for a case.

Deploy self-service transactions that callers can use to search for solutions and to report, review, and update their own cases.

Relate cases to each other.

Enable chat for self-service customers.

Manage work using structured task lists known as business projects.

Add and track tasks.

Use troubleshooting scripts, customer satisfaction scripts, and surveys to gather information from callers.

Assign system access to users by role using authentication tokens.

Invoice customers for services rendered, regardless of whether a service agreement is in place (used only for PeopleSoft Support).

Associate service-level agreements with cases to gain insight into performance against targeted service levels and related agreements.

Use reports and charts to analyze and manage overall call center operations.

Access the actionable customer 360-Degree View page to see an enterprise view of any customer.

Manage material returns.

Generate new service orders from a case.

Invoice customers for services rendered, regardless of whether a service agreement is in place.

Run lead qualification (upsell and cross-sell) scripts and generate new sales leads and orders from a case.

Relate cases to defects using PeopleSoft Quality Management.

Associate a task list to a case.

Use interactive reports and charts to analyze and manage overall call center operations.

Access the HelpDesk 360-Degree View page to see PeopleSoft CRM-related data for any worker.

Relate cases to defects in the PeopleSoft Quality Management.

Manage assets, including asset discovery and remote control tasks, with PeopleSoft HelpDesk or with third-party IT asset management applications.

Initiate and track change requests for a worker.

Use reports and charts to analyze and manage help desk operations.

Access the HelpDesk for Human Resources 360-Degree View page to see a summary of relevant human resources (HR) and CRM data for any worker.

Give agents single-click access from a case to specific transactions in the HR system.

Use reports and charts to analyze and manage help desk operations.

Create cases relevant to IT or support (non-IT) issues, or to create blended cases (using pre-defined display templates).

Access the Constituent 360-Degree View page to see PeopleSoft CRM-related data for any constituent or worker.

Use Action Links to quickly access relevant pages in PeopleSoft Campus Solutions.

Track reported defects and enhancement requests and keep a record of how they are resolved.

Record defect and fix information with user-defined codes and comprehensive product descriptions.

Move the defect through the resolution process by automating worklist assignments and notifications using workflow functionality.

Identify and access the correct records using the search tool.

Manage basic change request information.

Link cases and defects to a change.

Link similar change requests in either a parent to child relationship or an equal relationship.

Link impacted product groups, products, and assets to a change request.

Manage the phases and tasks that are associated with a change request.