PeopleSoft CRM Call Center Integrations

Integration with Other PeopleSoft CRM Applications

The PeopleSoft CRM call center applications are part of the PeopleSoft CRM product suite. Because the call center applications reside in the same database as the other PeopleSoft CRM applications, data can move smoothly from application to application without the need for integration-specific configuration.

For example, if you license both PeopleSoft Support and Integrated FieldService, you automatically have the ability to create service orders from within your support cases.

The use of component interfaces for this type of cross-component flow ensures the triggering of all data validation and other PeopleCode processes.

Call center applications integrate with these PeopleSoft applications:

• Integrated FieldService.

• Sales.

• Order Capture.

• Contracts.

• Asset Management.

• Services Procurement (work order integration).

• Online Marketing (surveys).

Integration with External Systems

Customer, worker, product, and Analytic Calculation Engine (ACE) integrations are common to multiple PeopleSoft CRM applications. The call center applications support the following additional integration points:

• Integration with PeopleSoft Supply Chain Management or similar systems enables you to generate return material authorizations (RMAs) in PeopleSoft Support for customers returning stock for replacement or repair or for orders that were shipped in error.

• The Credit Card enterprise integration point (EIP) enables you to integrate with third-party credit card authorization and payment vendors in PeopleSoft Support.

• Real-time EIPs for HelpDesk for Human Resources enable you to view relevant HR data (from PeopleSoft Human Capital Management or Oracle E-Business HCM) while using the security that is already established in the human resources system to control access to the data.

  To protect sensitive data, the information is not stored in the PeopleSoft CRM system.

• Real-time EIPs for Service Center for Higher Education enable you to view constituent data from PeopleSoft Campus Solutions.

• The Worker EIP synchronizes worker information with other systems.

  When you implement the Worker EIP, the system publishes application messages when users add or modify worker records in PeopleSoft CRM. You can also set up PeopleSoft CRM to subscribe to Worker EIP application messages that are published when users modify these records in other systems. The Worker EIP gives PeopleSoft CRM the ability to accept and create future-dated workers that were created in other systems and subscribed to by PeopleSoft CRM.

• Through the Case EIP, third-party IT asset management applications can launch IT asset discovery and desktop remote control from PeopleSoft HelpDesk.

  Note: You can launch IT asset discovery and desktop remote control without the case EIP. Using the IT Asset Management Integration with your third-party discovery and remote control software, an agent can perform administrative and diagnostic functions from the Case page.

• The Systems Management integration framework provides a mechanism for integrating third-party network management applications.

• Integration with PeopleSoft Contracts or any third-party billing application enables the invoicing of agreement-based service orders as they are generated during a support call.

• Integrations with PeopleSoft Service Procurement and Maintenance Management enable users to create work orders in PeopleSoft Financials.