Contents

• Title and Copyright Information
• Preface

1 Introduction to JD Edwards EnterpriseOne Customer Relationship Management (CRM) Support Applications

• JD Edwards EnterpriseOne CRM Support Applications Overview
• JD Edwards EnterpriseOne CRM Support Applications Integrations
  • JD Edwards EnterpriseOne General Accounting
  • JD Edwards EnterpriseOne Accounts Receivable
  • JD Edwards EnterpriseOne Address Book
  • JD Edwards EnterpriseOne Advanced Pricing
  • JD Edwards EnterpriseOne Sales Order Management
  • JD Edwards EnterpriseOne Service Management
  • JD Edwards EnterpriseOne Capital Asset Management
  • JD Edwards EnterpriseOne Inventory Management
• JD Edwards EnterpriseOne CRM Support Applications Business Processes
• JD Edwards EnterpriseOne CRM Support Applications Implementation
  • Global Implementation Steps
  • Case Management-Specific Implementation Steps
  • Case Management Billing-Specific Implementation Steps
  • Solution Advisor-Specific Implementation Steps
• Business Interface Integration Objects

2 Understanding CRM Support Applications

• Support Applications
  • Case Management
  • Provider Groups
  • Escalation Methods
  • Solutions
  • Scripting
• Case Processing
• Hotkeys for CRM Support

3 Setting Up Case Management Fundamentals

• Understanding Case Management Setup Requirements
• Setting Up Case Management User Defined Codes (UDCs)
  • Understanding Case Management UDCs
• Setting Up Case Management Constants
  • Form Used to Set Up Case Management Constants
  • Setting Up Case Management Constants
    • General
    • Case
• Setting Up Processing Options for Case Management
  • Setting Processing Options for the Case MBF Processing Options Program (P90CG002)
    • Default
    • Display
    • Versions
    • Edits
    • Process
    • Vertex
  • Setting Processing Options for the Case Entry Program (P90CG504)
    • Versions
  • Setting Processing Options for the Case Update Program (P90CG501)
    • Version
  • Setting Processing Options for the Case CSS Inquiry and Add Program (P90CG900)
    • Versions
  • Setting Processing Options for the CSS Case Update Program(P90CG910)
    • Version
  • Setting Up Processing Options for the Tasks Program (P17504)
    • Defaults
    • Edits
    • Process
    • Versions
  • Setting Up Processing Options for the Work With Case Program (P17500)
    • Display
    • Defaults
    • Versions
    • Process
  • Setting Processing Options for Speed Case Entry (P90CG601)
    • Display
    • Process
    • Versions
    • Edit
  • Setting Up Processing Options for Time Entry (P17505)
    • Process
    • Defaults
    • Versions
    • Vertex
  • Setting Up Processing Options for CRM Case Related Actions (P90CG503)
    • Versions
• Setting Up Business Object Reservations
  • Understanding Business Object Reservations
  • Prerequisite
  • Form Used to Set Up Business Object Reservations
  • Using Business Object Reservations
• Setting Up Required Fields
  • Prerequisite
  • Form Used to Set Up Required Fields
  • Setting Up Required Fields for Case Management
• Setting Up Activity Rules
  • Understanding Case Activity Rules
  • Form Used to Set Up Activity Rules
  • Case Activity Rules Example
  • Setting Up Activity Rules
• Setting Up Advanced Pricing Information for Cases
  • Understanding Advanced Pricing for Case Management
  • Prerequisite

4 Setting Up Provider Groups

• Understanding Provider Groups and Escalation Methods
  • Notification Escalation Method
  • Skill-Level Escalation Method
• Setting Up Provider Group User Defined Codes (UDCs)
  • Understanding Provider Group UDCs
• Setting Up Provider Groups
  • Understanding Provider Groups
  • Prerequisite
  • Forms Used to Set Up Provider Groups
  • Setting Up a Provider Group
    • Provider Group Information
    • Associated Addresses
  • Assigning Provider Group Members Using Skill Levels
  • Assigning Provider Group Members Using Distribution Lists
• Setting Up Queue Security
  • Understanding Queue Security
  • Form Used to Set Up Queue Security
  • Setting Up Queue Security
• Setting Up Queue Properties
  • Understanding Queue Properties
  • Forms Used to Set Up Queue Properties
  • Setting Up Queue Properties
• Setting Up Routing Information
  • Understanding Routing Sequences and Rules
  • Forms Used to Set Up Routing Information
  • Setting Up Routing Sequence
  • Setting Up Routing Rules
• Setting Up Case Types
  • Understanding Case Types
  • Forms Used to Set Up Case Types
  • Setting Up Generic and Provider-Group-Specific Case Types
• Setting Up Case Priorities Using Notification Escalation Method
  • Understanding Priorities and Escalations
  • Forms Used to Set Up Priorities
  • Setting Up Generic and Provider-Group-Specific Priorities
• Setting Up Priorities Using Skill-Level Escalation Method
  • Understanding Priorities and Escalations
  • Forms Used to Set Up Priorities
  • Setting Up Generic and Provider Group-Specific Priorities
• Setting Up Processing Options for the Work With Provider Groups Program (P17506)
  • Versions
  • Default
  • Display

5 Understanding Case Management Billing

• Understanding Billing in Case Management
  • Prerequisite
• Understanding Pricing Methods
• Understanding Multicurrency in Case Management Billing
• Understanding Case Management Automatic Accounting Instructions (AAIs)
  • Hierarchy for General Ledger Class Codes for Cases
  • Hierarchy for Responsible Business Unit for Cases

6 Setting Up and Managing Scripts

• Understanding Scripting
• Creating Script Components
  • Understanding Script Components
    • Answers and Answer Sets
    • Variables and Tokens
    • Rate Sets
    • Questions
    • User Defined Codes for Scripting
  • Forms Used to Create Script Components
  • Creating Answer Sets
  • Attaching Answers to Answer Sets
  • Translating Answers
  • Creating Variables
  • Creating Tokens
  • Creating Rate Sets
  • Creating Questions
  • Translating Questions
• Creating Scripts
  • Understanding Script Creation
    • Scoring Scripts
    • Scripting Trees and Nodes
    • Validating Scripts
    • Tips for Creating Linear Scripts
    • Tips for Creating Branch Scripts
    • Cloning Scripts
    • Adding Items to a Script
  • Forms Used to Create Scripts
  • Creating a Script Header
  • Creating a Linear Script
  • Creating a Branch Script
  • Validating a Script
  • Translating a Script Exit Message
  • Cloning a Script
• Managing Scripts
  • Understanding Script Management
    • Scripts, Cases, and Work Orders
    • Script Instances
    • Related Objects
  • Prerequisites
  • Forms Used to Manage Scripts
  • Running a Script from a Case or Work Order Using Solution Advisor
  • Running a Script from a Case or Work Order Using Related Actions

7 Setting Up Solution Advisor

• Understanding Solution Advisor
  • Advanced Text Search
• Prerequisite
• Setting Up Solution Advisor User Defined Codes (UDCs)
• Creating Solutions
  • Understanding Solutions
    • Related Objects
    • Attachments
  • Forms Used to Create Solutions
  • Creating a Solution
• Creating Solution Libraries
  • Understanding Solution Libraries
  • Forms Used to Create Solution Libraries
  • Creating a Solution Library
• Updating the Usage and Solved Count
  • Understanding the Usage and Solved Count
    • Solved Count
    • Usage Count
  • Running the Frequently Used Solution Processing Program (R90CE01)

8 Entering Cases

• Understanding Cases
  • Speed Case Entry
• Entering Basic Case Information
  • Understanding Basic Case Information
  • Prerequisite
  • Forms Used to Enter Basic Case Information
  • Entering Basic Case Information
    • Customer
    • Dates/Times
    • Additional Information
    • Category Codes
• Entering Billing Information for a Case
  • Prerequisite
  • Form Used to Enter Billing Information for a Case
  • Entering Billing Information
    • Customer Info
    • Pricing Info
    • Billing Amounts
• Working with Solutions
  • Understanding Solutions
    • Resolution Statuses
    • Resolution Process
  • Prerequisites
  • Common Fields Used in This Section
  • Form Used to Work with Solutions
  • Assigning Solutions to a Case
  • Sending Solutions
    • Detail
  • Reviewing Frequently Used Solutions
  • Searching for Solutions to a Case
    • Forms Used to Search for Solutions to Cases
    • Basic Search
    • Advanced Search
• Entering Activities for a Case
  • Understanding Case Activities
  • Forms Used to Enter Activities for a Case
• Entering and Reviewing Related Actions
  • Understanding Related Actions
    • Relating a Script to a Case
  • Forms Used to Relate Actions to a Case
• Entering Comments (Attachments)
  • Understanding Comments
  • Form Used to Enter Comments
• Creating Tasks
  • Understanding Tasks
  • Forms Used to Create Tasks
  • Creating a Task
• Using the Case History Form
  • Understanding Case History
  • Forms Used to Access Case History
• Using Related Links
  • Understanding Related Links
  • Form Used to Access Related Links
• Entering and Updating Cases Using the Speed Case Entry Program (P90CG601)
  • Understanding Speed Case Entry
  • Forms Used to Enter and Update Cases Using Speed Case Entry Program (P90CG601)
  • Updating Cases Using the Speed Case Entry Program
    • Case header
    • Customer
    • Issue Description
    • Attachments
    • Case Detail
      • Case Severity:
      • Dates/Time:
    • Product Information
    • Category Codes
    • Additional Information
      • Accounting Information:
      • Partner:
      • Provider Group:
      • Contract Information:
    • User Reserved Fields
• Entering and Reviewing Related Actions for Speed Case Entry
  • Understanding Related Actions for Speed Case Entry
  • Forms Used to Relate Actions to a Case for Speed Case Entry

9 Working with Escalations

• Escalating (Promoting) Cases
  • Understanding Escalation Using Notification Method
  • Understanding Escalation Using Skill-Level Method
    • Skill-Level Escalation Example
  • Prerequisite
• Managing Case Escalations Using Skill-Level Escalation Processing
  • Understanding Escalation Processing When Parameters Change
    • Case Reassigned to Another Provider Group Member
    • Unavailable Provider Group Member
    • Change in Priority
    • Change in Commitment Date and Time
    • Call Center Closed During Escalation
    • Not Enough Provider Group Members
    • Case Reassigned After Resolution Warning Issued
    • Change in Provider Group

10 Resolving Cases

• Understanding Case Resolution
• Entering Service Work Orders for Cases
  • Understanding Service Work Orders
  • Forms Used to Enter Service Work Orders for Cases
• Closing Cases
  • Form Used to Close Cases
  • Closing a Case
• Charging Time to Cases
  • Understanding Case Time Entry
  • Prerequisites
  • Form Used to Charge Time to Cases
  • Charging Time to a Case
• Generating the Case Workfile
  • Understanding the Case Workfile
  • Form Used to Generate Case Workfile
  • Setting Processing Options for Case Workfile Generation (R17675)
    • Process
    • Display
    • Defaults
    • Vertex

11 Appendix A - Delivered Workflow for JD Edwards EnterpriseOne CRM Support Applications

• Delivered Workflow for JD Edwards EnterpriseOne CRM Support Applications
  • Halt Workflow
    • Description
    • Workflow Objects
  • Past Due Message
    • Description
    • Workflow Objects
  • Past Due Work Flow
    • Description
    • Workflow Objects
  • Escalation Message
    • Description
    • Workflow Objects
  • Escalation Warning
    • Description
    • Workflow Objects
  • Initial Escalation Message
    • Description
    • Workflow Objects
  • Past Due Warning Message
    • Description
    • Workflow Objects
  • Process Call Status Change
    • Description
    • Workflow Objects
  • Call Escalation Workflow Process
    • Description
    • Workflow Objects

12 Appendix B - JD Edwards EnterpriseOne CRM Support Applications Reports

• JD Edwards EnterpriseOne CRM Support Applications Reports: A to Z
  • Support Applications Reports
  • Action Plan/Activity Reports
  • Competitor Reports
  • Customer Reports
  • Employee Report
  • Partner Report
  • Contact Reports
  • Product Catalog Report
• JD Edwards EnterpriseOne CRM Support Applications Selected Reports
  • R17670 – Case Detail/Summary
  • Processing Options for Case Detail/Summary Report (R17670)
    • Defaults
    • Print
  • Processing Options for Case Statistics by Assignee (R17671), Case Statistics by Product (R17672), and Case Duration Statistics by Product (R17673)
    • Defaults
  • Processing Options for Case Print Report (R17674)
    • Print
  • Processing Options for Escalation Processing Report (R17680)
    • Print
  • Processing Options for Employee Phone List Report (R90CA0101E)
    • Defaults
  • Processing Options for Contacts for a Customer Report (R90CA0111A)
    • Defaults
  • Processing Options for Customer Partner List Report (R90CA01B)
    • Defaults
  • Processing Options for Contact Address Avery 5163 Report (R90CA070AA), Contact Address Avery 5160 Report (R90CA070B), and Contact Address Avery 5161 Report (R90CA070C)
    • Defaults
  • Processing Options for Customer/Contact Summary – Sel Report (R90CA080B)
    • Defaults
  • Processing Options for Customer Summary – Selected Report (R90CA080G)
    • Defaults
  • R90CA1301B – Activities By A Customer Contact
  • Processing Options for Activities By A Customer Contact Report (R90CA1301B)
    • Defaults
  • R90CA13D – Periodic Planner
  • Processing Options for Periodic Planner (R90CA13D)
    • Process
    • Print
  • Processing Options for Cases by Customers Report (R90CG700), Cases by Priority Report (R90CG701), Cases by Status Report (R90CG702), and Cases By Type Report (R90CG703)
    • Process
    • Print
  • Processing Options for Cases Status By Agent Report (R90CG704) and Case Analysis By Product Family Report (R90CG705)
    • Process

13 Glossary

• AccessorMethods/Assessors
• activity rule
• add mode
• Advanced Planning Agent (APAg)
• alternate currency
• Application Server
• as if processing
• as of processing
• Auto Commit Transaction
• back-to-back process
• batch processing
• batch server
• batch-of-one immediate
• best practices
• BPEL
• BPEL PM
• Build Configuration File
• build engineer
• Build Program
• business analyst
• business function
• business function event rule
• business service
• business service artifacts
• business service class method
• business service configuration files
• business service cross reference
• business service cross-reference utilities
• business service development environment
• business services development tool
• business service EnterpriseOne object
• business service framework
• business service payload
• business service property
• Business Service Property Admin Tool
• business service property business service group
• business service property categorization
• business service property key
• business service property utilities
• business service property value
• business service repository
• business services server
• business services source file or business service class
• business service value object template
• Business Service Value Object Template Uti ity
• business services server artifact
• business view
• central objectsmerge
• central server
• charts
• check-in repository
• connector
• contra/clearing account
• Control TableWorkbench
• control tables merge
• correlation data
• cost assignment
• cost component
• credentials
• cross-reference utility services
• cross segment edit
• currency restatement
• cXML
• database credentials
• database server
• Data SourceWorkbench
• date pattern
• denominated-in currency
• deployment artifacts
• deployment server
• detail information
• direct connect
• Do Not Translate (DNT)
• dual pricing
• duplicate published business services authorization records
• embedded application server instance
• edit code
• edit mode
• edit rule
• Electronic Data Interchange (EDI)
• embedded event rule
• EmployeeWork Center
• enterprise server
• Enterprise Service Bus (ESB)
• EnterpriseOne administrator
• EnterpriseOne credentials
• EnterpriseOne object
• EnterpriseOne development client
• EnterpriseOne extension
• EnterpriseOne process
• EnterpriseOne resource
• EnvironmentWorkbench
• escalation monitor
• event rule
• explicit transaction
• exposed method or value object
• facility
• fast path
• file server
• final mode
• foundation
• FTP server
• header information
• HTTP Adapter
• instantiate
• integration developer
• integration server
• integrity test
• interface table
• internal method or value object
• interoperability model
• in-your-face-error
• IServer service
• jargon
• Java application server
• JDBNET
• JDEBASE Database Middleware
• JDECallObject
• jde.ini
• JDEIPC
• jde.log
• JDENET
• JDeveloper Project
• JDeveloperWorkspace
• JMS Queue
• listener service
• local repository
• local standalone BPEL/ESB server
• Location Workbench
• logic server
• MailMerge Workbench
• Manual Commit transaction
• master business function (MBF)
• master table
• matching document
• media storage object
• message center
• messaging adapter
• messaging server
• Middle-Tier BPEL/ESB Server
• Monitoring Application
• named event rule (NER)
• nota fiscal
• nota fiscal factura
• Object ConfigurationManager (OCM)
• Object Librarian
• Object Librarian merge
• Open Data Access (ODA)
• Output Stream Access (OSA)
• package
• package build
• package location
• Package Workbench
• Pathcode Directory
• patterns
• planning family
• preference profile
• print server
• pristine environment
• processing option
• production environment
• production-grade file server
• Production Published Business ServicesWeb Service
• program temporary fix (PTF)
• project
• promotion path
• proxy server
• published business service
• published business service identification information
• published business service web service
• published table
• publisher
• pull replication
• QBE
• real-time event
• refresh
• replication server
• Rt-Addressing
• rules
• quote order
• secure by default
• Secure Socket Layer (SSL)
• SEI implementation
• selection
• serialize
• ServerWorkbench
• Service Endpoint Interface (SEI)
• SOA
• softcoding
• source repository
• specification
• Specification merge
• Specification TableMerge Workbench
• spot rate
• SSL Certificate
• subscriber table
• superclass
• supplemental data
• table accessmanagement (TAM)
• table conversion
• Table Conversion Workbench
• table event rules
• terminal server
• three-tier processing
• three-way voucher match
• transaction processing method
• transaction processing (TP) monitor
• transaction set
• trigger
• triggering event
• two-way authentication
• two-way voucher match
• user identification information
• User Overridesmerge
• value object
• variance
• versioning a published business service
• Version Listmerge
• visual assist
• vocabulary override
• wchar_t
• web application server
• web server
• Web Service Description Language (WSDL)
• Web Service Inspection Language (WSIL)
• web service proxy foundation
• web service softcoding record
• web service softcoding template
• Where clause
• Windows terminal server
• wizard
• workbench
• work day calendar
• workflow
• workgroup server
• XAPI events
• XML CallObject
• XML Dispatch
• XML List
• XML Service
• XML Transaction
• XML Transaction Service (XTS)
• Z event
• Z table
• Z transaction