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• PeopleSoft Multichannel Applications

  • Getting Started with PeopleSoft CRM Multichannel Applications

    • PeopleSoft CRM Multichannel Applications Overview

    • PeopleSoft CRM Multichannel Applications Business Processes

    • PeopleSoft CRM Multichannel Applications Integrations

    • PeopleSoft CRM Multichannel Applications Implementation

  • Navigating in PeopleSoft Multichannel Communications

    • Navigating in PeopleSoft Multichannel Communications

  • Understanding Multichannel Applications

    • Understanding Multichannel Applications Supported by PeopleSoft CRM

    • Setting Up Universal Queuing

  • Understanding ERMS

    • Email Handling

    • Unstructured and Structured Email

    • Email Response Interfaces

    • ERMS Processes

    • Running and Monitoring Processes

    • Reviewing Detailed Process Information

    • Viewing Email Error Logs

  • Setting Up ERMS System

    • Understanding ERMS Setup

    • Defining Correspondence Management for ERMS

    • Defining System Settings for Email Processing

    • Defining Mail Servers

    • Defining Mail Filters

    • Defining Mailboxes

    • Defining Email Business Units

    • Defining Priorities and Moods

    • Defining Email Audit History Tracking

    • Defining Mail Reader Error Handling

  • Setting Up Automated Mail Processing

    • Understanding Automated Mail Processing

    • Setting Up Automated Mail Processing

  • Setting Up Structured Email Handling

    • Understanding Structured Email

    • Defining Application Services

    • Defining Webform Templates

  • Setting Up Unstructured Email Handling

    • Understanding Unstructured Email Routing

    • Defining Customer-Based Routing Rules

    • Defining Context-Based Routing Rules

    • Defining Content-Based Routing Rules

    • Applying Content-Based Routing Rules to a Mailbox

  • Setting Up Chat

    • Understanding Chat

    • Setting Up the Chat Framework

    • Setting Up Chat Options

  • Configuring CTI

    • Understanding CTI

    • Understanding PeopleSoft and Siebel CRM Call Center On Demand Integration

    • Setting Up CTI System Definitions

    • Mapping CTI Transactions to Application Pages

    • Configuring the Siebel CRM Call Center On Demand Integration

  • Setting Up Supervisor Desktop

    • Understanding Supervisor Desktop

    • Defining System-Level Settings for Supervisor Desktop

    • Setting Up Agent Access to Supervisor Desktop

  • Setting Up Unified Agent Desktop

    • Understanding Unified Agent Desktop

    • Configuring Agents for Unified Agent Desktop

    • Defining Multichannel Toolbar Settings

  • Managing Email

    • Understanding Email Management

    • Accessing Inbound Email

    • Working with Inbound Email

    • Replying to Inbound Email

  • Working with Chat in PeopleSoft CRM

    • Understanding the Chat Workspace

    • Working with the Customer Chat Window

    • Working with the Agent Chat Workspace

    • Viewing Chat Logs and Reports

  • Working with Supervisor Desktop

    • Monitoring Real-Time Information

    • Running Performance Reports

    • Approving Emails

    • Managing Timeout Entries

    • Configuring Agents

    • Managing Teams and Queues

    • Personalizing Supervisor Desktop

  • Working with Unified Agent Desktop

    • Understanding Multichannel Toolbar Functionality

    • Using Multichannel Toolbar

  • PeopleSoft Multichannel Communications Reports

    • PeopleSoft CRM Multichannel Communications Reports: General Description

    • Report Samples