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• PeopleSoft Call Center Applications

  • Getting Started with PeopleSoft CRM Call Center Applications

    • PeopleSoft CRM Call Center Applications Overview

    • PeopleSoft CRM Call Center Business Processes

    • PeopleSoft CRM Call Center Integrations

    • PeopleSoft Call Center Applications Implementation

  • Defining Call Center Business Units and Display Template Options

    • Understanding Call Center Business Units

    • Understanding Display Templates

    • Understanding Assignment Options

    • Defining Call Center Business Units

    • Defining Display Template General Options for PeopleSoft Call Center

    • Managing Policies Using Case Display Template Actions

  • Setting Up Call Center Prompt Tables

    • Understanding Call Center Prompt Tables

    • Common Elements Used to Set Up Call Center Prompt Tables

    • Setting Up Basic Prompt Tables for Cases

    • Setting Up Problem Codes for Material Returns

    • Setting Up Reason Codes

    • Setting Up Case Relationship Types and Labels

    • Setting up Case Matching Criteria

  • Setting Up RMA Processing

    • Understanding RMA in PeopleSoft Support

    • Activating the Required Service Operations

    • Defining Items

    • Defining Defaults and Procurement Options for Requisition Processing

    • Defining Valid Requisition Requester IDs

    • Setting Up Links to PeopleSoft Purchasing and PeopleSoft Inventory

    • Synchronizing Problem Codes and Reason Codes

    • Viewing RMA Statuses

    • Processing Return-and-Replace RMAs in PeopleSoft Supply Chain Management

  • Setting Up Links and Related Actions

    • Understanding Link Setup

    • Setting Up Content References

    • Viewing and Modifying Link Definitions

  • Setting Up PeopleSoft Change Management

    • Understanding PeopleSoft Change Management Setup

    • Setting Up Prompt Tables for Change Requests

    • Setting Up Change Management Business Units

    • Setting Up Change Management Defaults

    • Setting Up Template Duration Levels

    • Setting Up Phase Templates

    • Setting Up the Task Type Role Map

  • Setting Up PeopleSoft Quality Management

    • Understanding PeopleSoft Quality Management Business Units

    • Defining PeopleSoft Quality Management Business Units

    • Setting Up User Codes

    • Setting Up Products

  • Defining EIP Options for Integration to PeopleSoft or Oracle E-Business HCM

    • Understanding the Integration Between PeopleSoft CRM and PeopleSoft or E-Business HCM

    • Loading Initial Data from E-Business HCM

    • Defining EIP Options

    • Viewing HR-Related Payroll Information on the 360-Degree View Page

  • Defining Options for Integration to PeopleSoft Campus Solutions

    • Understanding the Integration Between PeopleSoft CRM and PeopleSoft Campus Solutions

    • Viewing Campus Solutions-Related Information on the 360-Degree View Page

  • Setting Up Full Sync Integration with PeopleSoft HCM

    • Understanding Full Sync Integration with PeopleSoft HCM

  • Managing Cases

    • Understanding the Configurable Case

    • Understanding Case Access

    • Understanding Case Management

    • Managing Basic Case Information

    • Validating Errors Reported by Callers

    • Integrating with Third-Party Asset Management Applications

  • Creating Cases Automatically For HCM Updates

    • Understanding Automatic Case Creation For HCM Updates

    • Setting Up Automatic Case Creation

  • Processing Cases

    • Understanding Processing a Case

    • Understanding Solutions

    • Viewing the Case Summary Page

    • Adding Notes and Attachments

    • Adding Tasks to a Case

    • Reviewing Case History

    • Managing Related Cases

    • Managing Related Actions

    • Identifying Interested Parties

    • Recording Billing Information

    • Entering Attribute Information

    • Selecting, Printing, and Emailing Case Information

  • Tracking Time Spent on Cases

    • Understanding Time Logs

    • Managing Time

  • Managing Credit Card Payments

    • Understanding Credit Card Processing

    • Processing Credit Cards and Reviewing Transactions

  • Managing Material Returns

    • Understanding Material Return Processing

    • Setting Up Material Return Processing

    • Creating RMA Transactions

  • Managing Assets

    • Understanding Asset Management

    • Prerequisites for Managing Assets

    • Common Elements Used to Manage Assets

    • Managing Assets from the Case Page in PeopleSoft HelpDesk

    • Adding and Reconciling Installed Assets

  • Understanding Asset Lifecycle Management (ALM) for CRM HelpDesk

    • CRM Asset Lifecycle Management Business Processes

    • Asset Management Functionality

    • Integration Architecture and Data Flow

    • Understanding Installed Assets

  • Creating Work Orders from Cases

    • Understanding Work Order Requests

    • Creating Work Orders

    • Viewing Work Orders

    • Replying to Work Order Information Requests

  • Working with Services Operational Dashboards

    • Understanding Services Operational Dashboards

    • Setting Up Services Operational Dashboards

    • Working with Services Operational Dashboards

  • Using Change Management

    • Understanding Change Request Access

    • Understanding Change Request Management

    • Accessing Change Requests

    • Managing Basic Change Request Information

    • Managing Notes

    • Managing Tasks

    • Reviewing Change Request History

    • Managing Related Changes

    • Managing Related Actions

    • Managing Interested Parties

  • Managing Defects and Fixes

    • Understanding Defect and Fix Tracking

    • Entering Defects

    • Recording Fixes and Linking Them to Defects

  • Configuring Self-Service Applications

    • Understanding PeopleSoft Call Center's Self-Service Application Configuration

    • Configuring Contact Me Regarding This Problem Notifications

    • Associating Solutions with Reasons for Closing Cases

    • Updating Search Descriptions

    • Configuring Troubleshooting Guide

  • Working with Self-Service Application Transactions

    • Understanding Self-Service Transactions

    • Understanding the Self-Service Home Page Content and Layout

    • Accessing Self-Service Transactions In PeopleSoft CRM and HCM

    • Defining the Self-Service Home Page Content and Layout

    • Viewing the Self-Service Pagelets

    • Creating Cases

    • Managing Existing Self-Service Application Cases

    • Searching for Solutions

    • Accessing FAQs

    • Selecting and Running Troubleshooting Guides

  • Integrating a Case with Third-Party Systems

    • Understanding the Case EIP

    • Defining Case EIP Functionality

    • Implementing Case EIP

  • PeopleSoft Call Center Interactive Reports

    • Understanding Interactive Reports

    • Common Elements Used for Interactive Reports

    • Launching and Viewing Interactive Reports

  • Integrating Oracle's Enterprise Manager with PeopleSoft CRM HelpDesk

    • Understanding Oracle’s EM System Integration with PeopleSoft CRM

    • Setting up Options in PeopleSoft CRM

    • Deploying and Configuring the PeopleSoft Connector to the EM Console

  • Delivered Active Analytics Framework System Data for Call Center Applications

    • Delivered Terms

  • PeopleSoft CRM Call Center Reports

    • PeopleSoft CRM Call Center Reports: A to Z

    • Report Samples