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Application Fundamentals

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Application Fundamentals
- Getting Started with PeopleSoft Customer Relationship Management Applications
  - PeopleSoft CRM Application Fundamentals Overview
  - PeopleSoft CRM Cross-Product Integrations
  - PeopleSoft CRM Applications Implementation
- Working with Business Units and TableSet Controls
  - Understanding Business Units in PeopleSoft CRM
  - Understanding TableSet Controls in PeopleSoft CRM
  - Defining Business Units and TableSet Controls
- Setting Up General Options
  - Understanding PeopleSoft CRM General Options
  - Setting Up Automatic Numbering
  - Setting Up PeopleSoft CRM Application Installation Options
  - Setting Up Regions
  - Setting Up Locations
  - Setting Up Address Formats and Values
  - Setting Up Salutation Codes
  - Defining Alpha Indexes
  - Setting Up Payment Terms
  - Defining Units of Measure
  - Setting Up Data Archiving
- Setting Up Security and User Preferences
  - Understanding PeopleSoft CRM Security
  - Setting System-Wide Security Options
  - Implementing Self-Service Security
  - Defining Application Security
- Working with Notes and Attachments
  - Understanding Notes and Attachments
  - Setting Up Note Types
  - Creating Standard Notes and Product Notes
  - Entering and Viewing Notes
  - Adding Attachments to Notes
- Using Interactive Reports
  - Understanding Interactive Reports
  - Launching Interactive Reports
- Setting Up Currencies
  - Understanding Currencies
  - Setting Up Currencies
  - Calculating Currency Exchange
- Setting Up Credit Card Encryption
  - Understanding Credit Card Encryption
  - Understanding Credit Card Verification Number Encryption
  - Implementing Credit Card Encryption
  - Securing the Credit Card Component
  - Changing the Credit Card Encryption Key
  - Synchronizing Re-Encrypted Data With PeopleSoft Financials
- Implementing Alternate Character
  - Understanding Alternate Character
  - Configuring the System for Alternate Character Usage
- Setting Up Auditing for Cases and Inbound Email
  - Understanding Audit Information
  - Setting Up Case and Email Auditing
- Running Diagnostic Reports
  - Understanding PeopleSoft CRM Diagnostics
  - Registering PeopleSoft CRM Diagnostics
  - Running PeopleSoft CRM Diagnostic Packages
- Setting Up and Maintaining Provider Groups and Group Members
  - Understanding Provider Groups and Group Members
  - Establishing Cost Categories for Workers
  - Defining Provider Groups
  - Defining Schedules for Provider Groups
  - Defining Group Assignment Criteria and Competencies
- Managing Workforce Competencies
  - Understanding Competencies in PeopleSoft CRM
  - Setting Up Competency Information in PeopleSoft CRM
- Setting Up and Performing Assignment Searches
  - Understanding Assignment Searches
  - Setting Up the Assignment Searches
  - Reviewing and Assigning Provider Groups
  - Reviewing and Assigning Group Members
- Defining Holiday Schedules
  - Understanding Holiday Schedules
  - Defining Holiday Schedules, Time Frames, and Sales Quota Rollups
  - Associating Provider Groups with Holiday Schedules
  - Associating Workers with Holiday Schedules
  - Updating Workers' Calendars with Specified Holiday Schedules
- Using Calendars
  - Understanding Calendars
  - Setting Up Calendars
  - Viewing Team Calendars
  - Viewing Provider Group Calendars
  - Integrating Calendars with Third-Party Applications
- Working with Interactions
  - Understanding Interactions
  - Modifying Interaction Status
  - Viewing Interactions
- Setting Up the 360-Degree View
  - Understanding 360-Degree View Setup
  - Configuring Actions and Transactions for the 360-Degree View
  - Setting Up the 360-Degree View Tree
  - Configuring the 360-Degree View
  - Configuring the 360-Degree View Search Page
- Using the 360-Degree View
  - Understanding the 360-Degree View
  - Managing 360-Degree Views
- Setting Up Customer Self-Service
  - Understanding Customer Self-Service Setup
  - Setting Up Guest IDs to Access Self-Service Sites
  - Setting Up Contact Us Features
  - Setting Up Product Registration
- Working with Customer Self-Service Transactions
  - Understanding Customer Self-Service
  - Self-Service Access for Higher Education
  - Signing In to PeopleSoft CRM Self-Service
  - Registering As Personal or Business Users
  - Selecting the Customers That Business Users Represent
  - Maintaining Name and Sign-In Information
  - Maintaining Contact Information
  - Maintaining Contact Address Books
  - Maintaining Consumer Contact and Address Information
  - Maintaining Consumer Address Books
  - Viewing Internal Contacts
  - Sending Contact Us Messages
  - Registering Products
- Working with Contacts
  - Understanding Contact Management
  - Managing Contacts
  - Maintaining Contact Groups
- Working with Tasks
  - Understanding Task Management
  - Setting Up Task Management
  - Managing Tasks
  - Viewing Calendars
- Working with Call Reports
  - Understanding Call Reports
  - Working with Call Reports
- Working with Exchange Integration
  - Understanding PeopleSoft CRM and Microsoft Exchange Integration
  - Specifying PIM Users for Synchronization
  - Reviewing Synchronization Logs
- Setting Up and Managing Agreements and Warranties
  - Understanding Agreements and Warranties
  - Agreements and Warranties
  - Default Agreements
  - Understanding Agreement Pricing
  - Defining Service Levels
  - Defining Entitlements
  - Defining Entitlement Plans
  - Configuring the CRM System for Agreement Searches
  - Defining Agreement Templates
  - Defining Agreements
  - Defining Warranties
  - Generating Sales Leads for Agreement Renewal
- Defining Pricing Information for Services and Support Offerings
  - Establishing Pricing Records
- Performing Entitlement Searches for Cases and Service Orders
  - Understanding Entitlement Searches
  - Performing Entitlement Searches
- Managing PeopleSoft Customer Relationship Management Integration Points
  - Understanding the Interactive Services Repository
  - Understanding PeopleSoft CRM Integration Points
  - Processing PeopleSoft Business Interlinks Transactions
  - Processing Inbound Service Operations
  - Processing Outbound Service Operations
- Setting Up Common Industry Functionality
  - Understanding Industry-Specific Setup
  - Setting Up Common Industry Functionality
- Using the PeopleSoft Data Migration Workbench for Application Data
  - Understanding the PeopleSoft Data Migration Workbench
  - Using Application Data Sets

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