Understanding Competencies in PeopleSoft CRM
This topic discusses:
Competencies.
Competency integrations.
In PeopleSoft CRM, competencies define the skills of the workforce. You can associate a set of competencies with provider groups and workers and define the competency proficiency level for each provider group and worker.
In PeopleSoft Integrated FieldService, define competency requirements for the services that the company provides, and the minimum level of competency proficiency that is required to perform a service or service activity.
Similarly, in PeopleSoft call center applications, you set up minimum competency proficiency requirements for the problem type, category, type or detail information that are used for case assignment. By comparing the competency requirements with the competencies that you define for your workforce, the system can generate a list of qualified candidates to assign to a case.
You can enter competencies and competency proficiency ratings by using components within PeopleSoft CRM or by integration with PeopleSoft Human Capital Management (PeopleSoft HCM) or a third-party human resource management system.
These are the enterprise integration points (EIPs) that update CRM competencies with HCM competencies.
Person Competency
This EIP synchronizes system tables with competency information that you define in an HR system. The Person Competency EIP includes two application messages: PERSON_COMPETENCY_FULLSYNC and PERSON_COMPETENCY_SYNC.
At initial implementation, the HCM publishes a full set of competency records to PeopleSoft CRM by using the PERSON_COMPETENCY_FULLSYNC application message. When a user adds or modifies competency definitions in the HR system after the initial full synchronization, each change is published to PeopleSoft CRM by using the PERSON_COMPETENCY_SYNC application message.
Warning! A FULLSYNC overwrites any changes that you made to competency information in CRM.
Rating Model
The RATING_MODEL_FULLSYNC and RATING_MODEL_SYNC messages are used to initially load rating models from an HR system and to update competency rating models, respectively.
Competency
The COMPETENCY_SYNC and COMPETENCY_FULLSYNC messages are used to initially load rating models from an HR system and to update competency rating models, respectively.
Flow of Integration
PeopleSoft CRM is a subscriber to competency EIP messages, not a publisher. Any changes that you make to competency definitions or ratings in PeopleSoft CRM are not published or synchronized with the HCM system.
Make all updates to competency records in your HCM system and publish them to PeopleSoft CRM, as the following diagram illustrates:
Image: Flow of competency information from HCM to CRM
This example illustrates the fields and controls on the Flow of competency information from HCM to CRM.
