PeopleSoft Order Capture Applications Overview
PeopleSoft Customer Relationship Management (PeopleSoft CRM) consists of two applications which contribute to the interactive selling experience:
PeopleSoft Order Capture.
This internally facing application is a robust customer relationship management (CRM) order management tool that enables customer sales representatives (CSRs) or sales representatives to manage orders and quotes.
PeopleSoft Order Capture Self-Service.
This externally facing application enables web users—such as brokers, business customers, and consumer customers—to easily create and manage their own orders and quotes.
Order Capture Applications
Order Capture applications utilize:
The CRM customer data model (CDM, also referred to as the business object relationship model [BORM]).
The CDM (or BORM) is a powerful tool with which you can define the structure of your customer base and the relationships between various business entities such as companies, sites, resellers, or consumer families. The BORM enables businesses with complex business models to define this data structure within their CRM systems, which controls system behavior, workflow, and business rules according to that definition.
The CRM product data model.
This data model enables the definition and creation of products that the PeopleSoft software will support. You have numerous options in doing so such as, dynamic packages, nested packages, and product relationships.
PeopleSoft Enterprise Pricer.
This pricing tool uses the latest PeopleTools technologies to deliver a robust, high-performance engine. It integrates seamlessly with Order Capture applications to apply complex pricing structures and scenarios. PeopleSoft Enterprise Pricer has an intuitive user interface that is geared to use by your marketing managers.
CRM catalog.
CRM catalog functionality is available to Order Capture applications. With it, you can create region-specific catalogs, display template configurations, apply permission-filtering, and enable product comparisons. CRM catalogs integrate fully with Order Capture, and Order Capture Self Service. Catalog Search is powered by PeopleSoft Search.
Order Capture
Order Capture offers these features:
Order and quote management.
Order Capture delivers order and quote management functionality for supported product types.
Order Capture workbenches.
Order Capture workbenches are unique to the enterprise, and they perform three main functions. First, they are a central navigation point from which you can set up Order Capture and Order Capture Self Service, after you have defined your business units. The system consolidates specific setup tasks into one of three workbenches: Setup Workbench, Capture Type Workbench, and Integration Workbench. These workbenches all appear in the menu.
Second, you can configure the 'look and feel' of the Order Capture runtime pages by defining and then selecting specific display templates.
Third, you can create application class sets and plug the logic of those application classes into a workbench feature to create new events for your order capture business process.
Note: “PeopleSoft CRM Red Paper - Understanding Application Classes in PeopleSoft Order Capture and PeopleSoft Order Capture Self Service” explains how to harness the power of application classes. This document is available in My Oracle Support.
Functional Area Navigation (FAN) pages, personalizations, and hotkeys.
CSRs can begin their interactive selling activities from a FAN page that provides one-click access to the main features of Order Capture. Customer Service administrators can personalize the look and feel of the order entry form for CSRs and CSRs can use hotkeys for rapid data entry.
Integration with fulfillment.
Order Capture provides integration with both PeopleSoft and third-party fulfillment systems or supply chain management products. For example, there is a tight integration with PeopleSoft Supply Chain Management (PeopleSoft SCM) so that order fulfillment and detailed maintenance activity is possible.
Note: Integration points support the sending and receiving of orders, quotes, product availability, and order status information.
Order capture business projects.
Configurable business projects power order fulfillment. Business projects enable you to configure the phases, tasks, and events that occur once an order is submitted.
Interactive Reports.
Order Capture delivers instant, detailed business analytics information for revenue and metrics. User roles control access to enterprise-wide report information.
Quick Create.
Order Capture enables you to create customers, consumers, and contacts while you are in the midst of a transaction without having to navigate to the standard setup components to define customer information.
Correspondence management.
Order Capture can establish automatic correspondences using email or print for order or quote maintenance, or submission activity. Also, CSRs can generate correspondences manually by clicking the Send Correspondence button on the Entry Form page.
Support for taxes, including value-added tax (VAT).
Order Capture integrates with third-party software applications to calculate and display tax information directly on order forms.
Integration with PeopleSoft Proposal Management.
Bulk order creation and maintenance.
Credit card integration.
Freight integration with third-party software vendor.
Order Capture Self Service
In addition to most Order Capture features, Order Capture Self Service delivers:
Support for self-service registration and profile and address maintenance.
A Contact Us feature that includes real-time chat with a CSR.
Security roles and privileges that control what a self-service user sees.
Quick entry, to enable the rapid creation of orders.
Order tracking functionality.
Other standard self-service features, such as Checkout and Shopping Cart.