CRM Application Fundamentals PeopleBook 8.8

PeopleSoft 8.
8 CRM Application Fundamentals PeopleBook
December 2002
PeopleSoft 8.8 CRM Application Fundamentals PeopleBook SKU CRM88CRM-B 1202 PeopleBooks Contributors: Teams from PeopleSoft Product Documentation and Development. Copyright 2001-2002 PeopleSoft, Inc. All rights reserved. Printed in the United States. All material contained in this documentation is proprietary and confidential to PeopleSoft, Inc. ("PeopleSoft"), protected by copyright laws and subject to the nondisclosure provisions of the applicable PeopleSoft agreement. No part of this documentation may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, including, but not limited to, electronic, graphic, mechanical, photocopying, recording, or otherwise without the prior written permission of PeopleSoft. This documentation is subject to change without notice, and PeopleSoft does not warrant that the material contained in this documentation is free of errors. Any errors found in this document should be reported to PeopleSoft in writing. The copyrighted software that accompanies this document is licensed for use only in strict accordance with the applicable license agreement which should be read carefully as it governs the terms of use of the software and this document, including the disclosure thereof. PeopleSoft, PeopleTools, PS/nVision, PeopleCode, PeopleBooks, PeopleTalk, and Vantive are registered trademarks, and Pure Internet Architecture, Intelligent Context Manager, and The Real-Time Enterprise are trademarks of PeopleSoft, Inc. All other company and product names may be trademarks of their respective owners. The information contained herein is subject to change without notice. Open Source Disclosure This product includes software developed by the Apache Software Foundation (http://www.apache.org/). Copyright (c) 1999-2000 The Apache Software Foundation. All rights reserved. THIS SOFTWARE IS PROVIDED AS IS AND ANY EXPRESSED OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE APACHE SOFTWARE FOUNDATION OR ITS CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. PeopleSoft takes no responsibility for its use or distribution of any open source or shareware software or documentation and disclaims any and all liability or damages resulting from use of said software or documentation.
Contents
General Preface About This PeopleBook ............................................................................. . . . . . .xxxi PeopleSoft Application Prerequisites.. .......... .......... ......... .......... .......... ......... .......... .. . . . . . .xxxi PeopleSoft Application Fundamentals....................................................................... . . . . . .xxxi Related Documentation........................................................................................ . . . . . .xxxii Obtaining Documentation Updates........................................................................ . . . . .xxxii Ordering Printed Documentation..... ....... ...... ...... ...... ....... ...... ...... ....... ...... ...... ...... . . . . .xxxii Typographical Conventions and Visual Cues............................................................... . . . . .xxxiii Typographical Conventions... .... ..... ..... ..... ..... ..... ..... .... ..... ..... ..... ..... ..... ..... .... .... . . . . .xxxiii Visual Cues.................................................................................................. . . . . .xxxiv Comments and Suggestions.................................................................................. ... ...xxxv Common Elements in These PeopleBooks .. .... .... ..... .... ..... .... .... ..... .... ..... .... ..... .... .... . ... ...xxxv
Preface PeopleSoft CRM Application Fundamentals Preface......................................... ....xxxvii Additional Resources...... ....... ........ ....... ........ ....... ........ ........ ....... ........ ....... ........ . . . . .xxxvii PeopleSoft CRM Automation and Configuration Tools... ..... ...... ..... ..... ...... ..... ..... ...... ..... . . . . .xxxviii PeopleSoft CRM Services Foundation. ..... .... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... .... ..... . . . . . .xxxix
Part 1 Getting Started

Chapter 1 Getting Started with PeopleSoft CRM Applications........................................... ..........3 PeopleSoft CRM Application Fundamentals Overview.................................................... ..........3 PeopleSoft CRM Cross-Product Business Processes..................................................... ..........3 PeopleSoft CRM Cross-Product Integrations............................................................... ..........4 PeopleSoft CRM Cross-Product Implementation.. ... ... ... ... ... ... ... ... ... .. ... ... ... ... ... ... ... ... ... ..........4 Setting Up PeopleSoft CRM Global Application Tables. .. ... .. ... .. ... .. ... .. ... .. ... .. ... .. .. ... .. ............5 Setting Up Customers and Workers................................................................................6 Setting Up the Customer 360-Degree View.......................................................................8 Setting Up Customer Self-Service..................................................................................9 Setting Up Products and Items..... ..... ..... ...... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... . . . . . . .10
PeopleSoft Proprietary and Confidential
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Setting Up Integrations...................................................................................... . . . . . . .11 Setting Up PeopleSoft Common Components........................................................... . . . . . . .11
Part 2 CRM Multi-Product Foundation

Chapter 2 Working With Business Units and TableSet Controls........................................ . . . . . . . .15 Understanding PeopleSoft Business Units, TableSets, and SetIDs. .. .. .. . .. .. .. .. .. .. . .. .. .. .. .. .. . .. . . . . . . . . .15 Working With Business Units in PeopleSoft CRM. ... ... ... .. ... ... ... ... ... ... ... .. ... ... ... ... ... ... ... . . . . . . . . .16 Working With TableSet Controls in PeopleSoft CRM. ............ ........... ............ ........... ....... . . . . . . . .17 TableSet Control Terminology.............................................................................. . . . . . . .17 TableSet Control Setup. ......... ......... ......... ......... ......... ......... ......... ......... ......... ... . . . . . . .18 TableSet Control Scenarios. ....... ....... ....... ....... ....... ....... ....... ....... ....... ....... ....... .. . . . . . . .19 TableSet Control Example.................................................................................. . . . . . . .20 Defining TableSet Controls.................................................................................... . . . . . . . .22 Pages Used to Define TableSet Controls ................................................................ . . . . . . .22 Defining TableSet Controls.................. ............................ ............................ ....... . . . . . . .22
Chapter 3 Setting Up General Options........................................................................ . . . . . . . .25 Defining Automatic Numbering.... ......... ........ ......... ......... ........ ......... ......... ......... ..... . . . . . . . .25 Understanding Automatic Numbering Options........................................................... . . . . . . .25 Pages Used to Define Automatic Numbering Rules.. ... ... .... ... ... ... .... ... ... ... .... ... ... ... .... . . . . . . . .27 Defining Automatic Numbering Rules..................................................................... . . . . . . .27 Specifying Last Numbers. ................................................................. ................. . . . . . . .28 Setting Up PeopleSoft CRM Application Installation Options............................................. . . . . . . . .30 Pages Used to Set Up PeopleSoft CRM Application Installation Options .. ...... ...... ..... ...... .. . . . . . . .30 Setting General Options ..... ..... ..... ...... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... .. . . . . . . .31 Setting Calendar Options................................................................................... . . . . . . .32 Setting Up Address Formats and Values.................................................................... . . . . . . . .32 Pages Used to Set Up Addresses ..................... ...................... ....................... ...... . . . . . . .33 Setting Up Countries... .................... .................... .................... .................... ..... . . . . . . .33 Specifying Address Formats ..... .... .... .... ..... .... .... .... .... ..... .... .... .... ..... .... .... .... .... .. . . . . . . .33 Adding State Codes............................................................... .......................... . . . . . . .35 Setting Up Regions............................................................................................. . . . . . . . .35 Page Used to Set Up Regions .... ........ ........ ....... ........ ........ ....... ........ ........ ........ .. . . . . . . .35
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Setting Up Regions.......................................................................................... . . . . . . .35 Setting Up Worker Locations.................................................................................. . . . . . . . .37 Pages Used to Set Up Worker Locations ............................................................... . . . . . . . .37 Defining Locations........................................................................................... . . . . . . .37 Entering Location Details ....... ........ ......... ........ ......... ........ ......... ........ ........ ........ . . . . . . .38 Associating Time Zones With Locations.................................................................. . . . . . . .39 Setting Up Salutation Codes.................................................................................. . . . . . . . .39 Pages Used to Set Up Salutation Codes .. ...... ...... ....... ...... ...... ...... ....... ...... ...... ..... . . . . . . . .39 Setting Up Units of Measure for Items....................................................................... . . . . . . . .40 Pages Used to Set Up Units of Measure .. .... .... .... ..... .... .... .... .... .... .... ..... .... .... .... ... . . . . . . . .40 Setting Up Units of Measure .. .... .... ..... .... .... .... ..... .... .... .... ..... .... .... .... .... ..... .... .... . . . . . . .40
Chapter 4 Setting Up Security and User Preferences...................................................... .. . . . . . .41 Understanding Application Security.......................................................................... . . . . . . . .41 Security Types......... ......... ........ ......... ......... ........ ......... ......... ......... ........ ........ . . . . . . .41 Security Terminology........................................................................................ . . . . . . .42 Row-Level Security Options................................................................................ . . . . . . .42 Using Predefined Security Roles.................................................. ........................... . . . . . . . .43 Setting System-Wide Security Options.. ................ ................ ................ ................. ... . . . . . . . .49 Pages Used to Set System-Wide Security Options.... ....... ....... ....... ....... ........ ....... ..... . . . . . . . .49 Selecting System-Wide Security Options.. ... ... .... ... ... ... ... ... ... ... ... ... ... .... ... ... ... ... ... .. . . . . . . . .49 Activating Security Options................................................................................. . . . . . . .50 Setting Up Row-Level Security Views.. ...... ...... ..... ...... ...... ..... ...... ...... ..... ...... ..... ...... . . . . . . . . .50 Understanding Row-Level Security Views.. ... ... ... ... ... ... ... ... ... ... .... ... ... ... ... ... ... ... ... .. . . . . . . . .51 Page Used to Set Up Row-Level Security Views ........ ......................... ..................... . . . . . . . .51 Defining View Security............................. ............................... .......................... . . . . . . .51 Defining Row-Level Security for Users.. ........ ....... ....... ........ ....... ........ ....... ....... ........ . . . . . . . . .52 Pages Used to Define Row-Level Security for Users ... .... .... .... .... .... .... .... ... .... .... .... ... . . . . . . . .53 Implementing Self-Service Security.......................................................................... . . . . . . . .53 Pages Used to Implement Self-Service Security.... ....... ........ ....... ........ ........ ....... ...... . . . . . . . .54 Understanding Privileges Codes .......................................................................... . . . . . . .54 Assigning Privileges to Users.......... ........................ ........................ .................... . . . . . . .55 Assigning Privileges to Roles.... ......... .......... ......... ......... .......... ......... .......... ........ . . . . . . .56 Setting Up Guest Users..................................................................................... . . . . . . .57 Registering Business Users................................................................................ . . . . . . .59 Understanding Custom Privilege Codes .... ................................. ............................ . . . . . . .60 Defining User Preferences........... ............ ............ ............ ........... ............ ............ .. . . . . . . . .61 Pages Used to Define User Preferences ... ...... ...... ...... ....... ...... ...... ...... ...... ...... ..... . . . . . . . .61
Contents
Defining Overall Preferences .............................................................................. . . . . . . .61 Defining Call Center Preferences ......................................................................... . . . . . . .63 Defining Sales Preferences. ....... ....... ....... ....... ....... ....... ....... ....... ....... ....... ....... .. . . . . . . .65 Defining Roles that can Access Sensitive Worker Information. ....... ...... ...... ....... ...... ...... .... . . . . . . . .65 Page Used to Define Roles that can Access Sensitive Worker Information.. . .. .. .. .. .. .. .. . .. .. .. . . . . . . . .66 Defining Roles that can Access Sensitive Worker Information.. ... ... ... ... ... ... ... ... ... .... ... ... . . . . . . . .66
Chapter 5 Setting Up and Using the CRM Launch Page................................................... . . .. . . . .69 Understanding PeopleSoft CRM Launch Page............................................................. . . . . . . . .69 Launch Page Functionality . .... ..... ..... ..... ..... ..... ..... .... ..... ..... ..... ..... ..... ..... .... ..... .. . . . . . . .69 Launch Page Setup..... ........ ........ ......... ........ ........ ........ ........ ........ ........ ........ ... . . . . . . .69 Setting Up Launch Page Links. .... ..... .... .... .... .... ..... .... .... .... .... ..... .... .... .... .... ..... .... .. . . . . . . . .69 Pages Used to Set Up Launch Page...................................................................... . . . . . . .70 Defining Single-Role Launch Pages.... .... ..... ..... .... ..... ..... .... ..... .... ..... ..... .... ..... .... .. . . . . . . .70 Defining Launch Page Links.. ...... ..... ..... ...... ..... ...... ..... ..... ...... ..... ..... ...... ..... ..... .. . . . . . . .71 Viewing the Launch Page.... ......... ........ ........ ......... ........ ......... ........ ........ ......... ..... . . . . . . . .72 Pages Used to View the Launch Page.................................................................... . . . . . . .72 Viewing the Launch Page.... ..... ..... ...... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... .. . . . . . . .72
Chapter 6 Working With Notes.................................................................................. . . . . . . . .73 Understanding Notes.. ..... ...... ..... ..... ...... ..... ..... ..... ...... ..... ..... ...... ..... ..... ...... ..... ... . . . . . . . .73 Components That Use Notes......... ......... .......... ......... .......... ......... .......... ......... ... . . . . . . .73 Note Types. ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ ........ .. . . . . . . .74 Notes Display Options. ....... ........ ....... ........ ....... ........ ....... ........ ........ ....... ........ .. . . . . . . .75 Attachment Storage........... ............... .............. ............... ............... ............... .... . . . . . . .76 Setting Up Note Types......................................................................................... . . . . . . . .76 Pages Used to Set Up Note Types........................................................................ . . . . . . .77 Setting Up CDM Note Type. ..... ..... ..... .... ..... ..... ..... ..... .... ..... ..... ..... ..... ..... .... ..... .. . . . . . . .77 Setting Up Case and Solution Note Type... ... ... ... ... .... ... ... ... ... ... ... .... ... ... ... ... ... .... ... . . . . . . . .77 Setting Up Product Note Types............................................................................ . . . . . . .78 Using Standard Notes and Product Notes..... ...... ..... ..... ..... ...... ..... ..... ..... ...... ..... ..... ... . . . . . . . .78 Pages Used to Set Up Standard Notes and Create Product Notes................................... . . . . . . .79 Creating Standard Notes........ ....... ....... ........ ....... ....... ....... ........ ....... ....... ........ .. . . . . . . .79 Creating Product Notes..................................................................................... . . . . . . .80 Viewing and Entering Notes................................................................................... . . . . . . . .80 Page Used to View and Enter Notes...................................................................... . . . . . . .81
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Creating Notes............................................................................................... . . . . . . .81 Viewing All Notes......................... .................................... ............................... . . . . . . .83 Viewing All Attachments . ...... ...... ....... ...... ....... ...... ...... ....... ...... ...... ....... ...... ...... . . . . . . .84 Adding Attachments to Notes................................................................................. . . . . . . . .85 Pages Used to Add Attachments to Notes..... ....... ....... ........ ....... ........ ....... ....... ...... . . . . . . . .85 Adding Attachments to Notes... ........................... .......................... ...................... . . . . . . .85
Chapter 7 Setting Up and Using SmartViews................................................................ . . . . . . . .87 Understanding SmartViews.......... ............ ............ ........... ............ ............ ............ .. . . . . . . . .87 SmartViews .................................................................................................. . . . . . . .87 PeopleSoft Business Analysis Modeler Setup.... .............................. ........................ . . . . . . . .87 SmartView Launch... ....... ...... ...... ...... ...... ....... ...... ...... ...... ....... ...... ...... ...... ...... . . . . . . .88 Setting Up SmartViews................. ................. ................. ................. ................ .... . . . . . . . .88 Pages Used to Set Up SmartViews.... ........ ......... ........ ......... ........ ......... ........ ........ . . . . . . .89 Setting Up PeopleSoft Business Analysis Modeler Web Defaults.. .. .. . .. .. . .. .. . .. .. . .. .. . .. .. . .. . . . . . . . . .89 Viewing Query Definitions...... ............. ............. ............. ............. ............. ........... . . . . . . .91 Setting up PeopleSoft Business Analysis Modeler Connectivity.. .. .. .. .. ... .. .. .. .. .. .. .. .. ... .. .. . . . . . . . . .92
Chapter 8 Setting Up Currencies............................................................................... . . . . . . . .95 Understanding Currencies..... ..... ..... ..... ..... ..... ..... .... ..... ..... ..... ..... ..... ..... ..... .... ..... . . . . . . . . .95 Direct and Indirect Rate Quotations...................................................................... . . . . . . . .96 Triangulation.................................................................................................. . . . . . . .96 Automatic Reciprocation of Quote Methods.. ... ... ... ... ... ... ... ... .. ... ... ... ... ... ... ... ... ... ... .. . . . . . . . .96 Setting Up Currencies. ...... ...... ...... ..... ...... ...... ...... ...... ..... ...... ...... ...... ...... ..... ...... . . . . . . . . .97 Pages Used to Set Up Currencies.. .... .... .... .... .... .... .... ... .... .... .... .... .... .... .... ... .... .... . . . . . . .98 Setting Up Currency Codes....... ............. ............ ............. ............ ............ ........... . . . . . . .98 Setting Up the Currency Quotation Method................................. ............................ . . . . . . . .99 Calculating Currency Exchange... .................................. ................................. ........ .......101 Page Used to Calculate Currency Exchange...... ....... ....... ....... ...... ....... ....... ....... ............101 Calculating Currency Exchange.... ......... ......... ......... ......... ......... ......... ......... ..............101
Chapter 9 Setting Up and Using Search Collections....................................................... .......103 Understanding PeopleSoft CRM Searching. ... .... ... ... .... ... ... ... .... ... ... .... ... ... .... ... ... ... .... .......103 Search Collections and Their Uses..... .... .... .... .... .... ..... .... .... .... .... .... ..... .... .... .... ..........103
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Solution and Error Searching..... ...... ...... ...... ...... ...... ...... ...... ...... ..... ...... ...... ...... ........104 Search Index Templates............... .............................. ............................... ..............105 The Build Collection Process..... .... .... .... ..... .... .... .... .... ..... .... .... .... ..... .... .... .... .... ........106 System Configuration....... ........... ........... ........... ........... ........... ........... ........... .........109 Defining Search Settings and Search Index Templates.. ....... ...... ....... ...... ...... ....... ...... .... .......110 Pages Used to Define Search Settings and Search Index Templates..... ............ ............ .........110 Defining Records and Fields for a Collection... .... .... ..... .... .... .... ..... .... .... ..... .... .... .... ........110 Identifying the Detail Page for Universal Search Tool Results ..... ...... ....... ....... ...... ....... ........112 Building and Testing a Search Collection.. .... ... .... ... .... ... .... ... .... ... .... ... .... ... .... ... .... ... .. .......113 Pages Used to Build and Test a Search Collection... ... ... ... ... ... ... ... ... ... ... ... .... ... ... ... ..........113 Establishing Collection Build Settings...........................................................................113 Defining Build Parameters and Running the Build Collection Process... ... .. ... ... .. ... ... .. ... ..........114 Defining JobSets for the Build Collection Process... .... .... ... .... .... .... .... ... .... .... .... .... ...........117 Performing Test Searches........................................................................................118 Searching With the Universal Search Tool. ......................... ........................ ................ .......119 Understanding the Universal Search Tool......................................................................119 Page Used to Search With the Universal Search Tool ............................. ..........................120 Using the Universal Search Tool.................................................................................120
Chapter 10 Setting Up Auditing for Cases and Inbound Email............................................ .......123 Understanding Case and Inbound Email Auditing. ... ... .... ... ... ... ... .... ... ... ... ... .... ... ... ... ... .. .......123 Setting Up Case Auditing...................................................................................... .......124 Page Used to Set Up Case Auditing......... .............. ............... .............. .............. ..........124 Reviewing and Modifying the Audit Record....... ........ ......... ......... ......... ......... ........ .........124 Choosing Actions to Audit..... .................. .................. .................. .................. ...........125
Part 3 Business Object Management

Chapter 11 Understanding Business Object Relationship Model Components....................... .......131 Business Objects............................................................................................... .......131 Business Contacts.............................................................................................. .......132 Business Object Roles......................................................................................... .......132 Business Object Relationships.. ...... ...... ..... ...... ...... ..... ...... ...... ..... ...... ..... ...... ...... ... .......133 Contact Methods for Business Objects, Roles, and Relationships. . .. .. .. . .. .. .. . .. .. .. . .. .. .. . .. .. .. . . .......133
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Business Object Searches........... ........... ............ ............ ............ ............ ............ .. .......134 Basic Data Tables.. ........... ........... ............ ........... ........... ........... ........... ............ .. .......134
Chapter 12 Implementing Alternate Character................................................................ .......137 Understanding Alternate Character Functionality... ...... ...... ...... ...... ...... ...... ...... ...... ...... . .......137 Configuring Your System for Alternate Character Functionality.... ...... ...... ...... ....... ...... ...... . .......140 Pages Used to Configure Your System for Alternate Character Functionality.......... ...................141 Setting Alternate Characters for Language Codes............................................................141
Chapter 13 Defining Control Values for Business Objects................................................. .......143 Understanding Business Object Controls. ........ ....... ....... ....... ....... ....... ....... ........ ....... . .......143 Business Object Types............................................................................................144 Role Types..........................................................................................................144 Role Categories....................................................................................................146 Relationship Types......... ............ ............ ........... ............ ............ ............ ................147 Relationship Categories. ....... ...... ...... ....... ...... ....... ...... ....... ...... ...... ....... ...... ............150 Contact Method Types......... ...................................................................................151 Contact Method Purpose Types.. ......... ......... .......... ......... ......... .......... ......... ..............151 Component Transfer Navigation.................................................................................153 Defining Business Object and Name Types. ... ... .... ... ... .... ... ... .... ... ... .... ... ... ... .... ... ... .... .......153 Pages Used to Define Business Object and Name Types . .. .. .. .. .. .. .. .. .. .. .. .. . .. .. .. .. .. .. .. .. ........154 Modifying and Adding Business Object Types.................................................................154 Defining Name Types for Business Objects....................................................................154 Defining Role Types and Categories ........................................................................ .......154 Pages Used to Define Role Types and Categories ...........................................................155 Modifying and Adding Role Types...............................................................................155 Defining Role Categories............................ .............................................................157 Defining Relationship Types and Categories... ..... ..... ..... .... ..... ..... ..... ..... ..... ..... ..... ..... . .......158 Pages Used to Define Relationship Types and Categories... ...... ...... ...... ...... ...... ...... ...........158 Modifying and Adding Relationship Types.. .... ... .... ... ... .... ... ... .... ... .... ... ... .... ... ... .... .........158 Defining Relationship Categories................................................................................161 Defining Contact Method Uses, Types, and Purposes.. ... .... ... .... .... ... .... ... .... ... .... .... ... .... .......161 Pages Used to Define Contact Method Types and Purposes ...............................................162 Maintaining Contact Method Uses.. .... .... .... .... .... .... .... ... .... .... .... .... .... .... .... ... .... ..........162 Adding and Modifying Contact Method Types..... ..... ..... ..... ..... ..... ..... ..... ..... ..... .... ...........162 Maintaining and Adding Contact Method Purpose Types... ..... .... .... .... ..... .... .... ..... .... ..........164
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Defining Component Transfer Navigation .. ...... ...... ...... ...... ...... ...... ...... ....... ...... ...... ... .......165 Pages Used to Define Component Transfer Navigation .... ........ ........ ........ ........ ......... ........165 Maintaining Component Transfer Navigation Descriptions...................................................165 Defining Component Transfer Navigation Paths. ... .. ... ... .. ... ... .. ... ... ... .. ... ... .. ... ... .. ... ..........166 Defining Segment Codes...................................................................................... .......167 Page Used to Define Segment Codes............... .......................................... .................168 Defining Industries.............................................................................................. .......168 Page Used to Define Industries..................................................................................168 Defining Industries.................................................................................................168 Defining National ID Types.................................................................................... .......169 Page Used to Define National ID Types. .................... .................... .................... ...........169 Defining National ID Types.................. ............................ ............................ .............169 Defining Customer Data Management System Options................................................... .......169 Page Used to Define Customer Data Management System Options.......................................170 Defining Customer Data Management System Options......................................................170
Chapter 14 Defining Company Business Objects ........................................................... .......173 Understanding Company Records . ..... ..... .... ..... ..... .... ..... ..... .... ..... ..... .... ..... ..... .... ... .......173 Defining General Company Information ... ...... ...... ...... ...... ....... ...... ...... ...... ...... ...... .... .......174 Pages Used to Define General Company Information .... ........ ......... ........ ......... ........ .........175 Accessing Companies. ....... ........ ....... ........ ....... ........ ....... ........ ........ ....... ........ ........175 Maintaining Primary Company Information ....................................................................175 Adding Notes.......................................................................................................179 Entering Attributes.................................................................................................179 Defining Company Sites....................................................................................... .......179 Pages Used to Define Company Sites .........................................................................180 Defining Company Sites................... ............................. ............................ ..............180 Defining Company Contacts... ......... ......... ......... ......... .......... ......... ......... ......... ...... .......182 Pages Used to Define Company Contacts .... ..... ..... ..... ..... ..... ...... ..... ..... ..... ..... ..... ........182 Defining Company Contacts... ...... ..... ..... ..... ...... ..... ..... ...... ..... ..... ..... ...... ..... ..... ........182 Defining Company Relationships............................................................................. .......186 Defining Company Purchasing Options...... ..... ...... ..... ...... ..... ...... ..... ...... ..... ..... ...... ... .......186 Defining Company Account Information..................................................................... .......186 Pages Used to Define Company Account Information ............................. ..........................187 Defining Company Accounts.....................................................................................187
Contents
Chapter 15 Defining Consumer Business Objects........................................................... .......191 Understanding Consumers ........................................ ........................................... .......191 Defining General Consumer Information . ..... ..... .... ..... ..... .... ..... ..... .... ..... .... ..... ..... .... . .......192 Pages Used to Define General Consumer Information .. ..... ..... ..... ..... ...... ..... ..... ..... ...........193 Accessing Consumers...... .............. .............. ............. .............. ............. ..................193 Maintaining Primary Consumer Information....................................................................193 Adding Notes.......................................................................................................197 Entering Attributes.................................................................................................197 Defining Consumer Sites.................................. .................................................... .......197 Pages Used to Define Consumer Sites.........................................................................197 Defining Consumer Sites....... ............. ............. ............. ............. ............. .................198 Defining Consumer Contacts. ....... ...... ....... ...... ....... ...... ....... ....... ...... ....... ...... ....... . .......199 Pages Used to Define Consumer Contacts .. .... .... .... .... .... .... .... .... .... .... .... ... .... .... ..........200 Defining Consumer Contacts.. .... ..... .... .... .... ..... .... .... .... .... ..... .... .... .... ..... .... .... ..........200 Defining Consumer Relationships............................................................................ .......203 Defining Consumer Purchasing Options.... .... .... ..... .... .... .... ..... .... .... .... ..... .... .... .... .... . .......204 Maintaining User Profile Information......................................................................... .......204 Page Used to Maintain User Profile Information ..............................................................204 Maintaining Profile Information...................................................................................204 Maintaining Employment Information......... ............................ ............................. ...... .......205 Page Used to Maintain Employment Information..............................................................206 Maintaining Employment Information...... ........ ........ ........ ........ ........ ........ ........ .............206 Maintaining Consumer Credit Card Information................. ................... .................... .... .......207 Page Used to Maintain Credit Card Information...............................................................208
Chapter 16 Defining Contact Business Objects .............................................................. .......209 Understanding Contacts . ................. ................ ................ ................ ................. ... .......209 Maintaining General Contact Information. ..... .... ..... ..... .... ..... ..... .... ..... ..... .... ..... ..... .... . .......210 Pages Used to Define General Information .. .... .... .... .... .... .... .... .... .... ... .... .... .... .... ..........210 Accessing Contacts... ........ ....... ........ ........ ........ ........ ........ ........ ........ ........ .............210 Maintaining Primary Contact Information.......................................................................211 Adding Notes.......................................................................................................213 Entering Attributes.................................................................................................213 Associating Contacts With Customers and Sites........................................................... .......213 Pages Used to Associate Contact With Customers and Sites .. ...... ....... ...... ....... ...... ............214 Associating Contacts With Customers and Sites..............................................................214 Defining Contact Relationships............................................................................... .......216
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Defining User Profile Information ......... .................. ................... .................. ............ .......216 Page Used to Define User Profile Information....................... ............................. .............217 Maintaining Profile Information...................................................................................217 Maintaining Contact Credit Card Information.. ........ ........ ........ ........ ........ ........ ........ ..... .......218 Page Used to Maintain Credit Card Information...............................................................219
Chapter 17 Defining Site Business Objects ................................................................... .......221 Understanding Sites............................................................................................ .......221 Maintaining General Site Information .. ...... ....... ...... ....... ...... ....... ....... ...... ....... ...... .... .......222 Pages Used to Define General Site Information...............................................................222 Accessing Sites....................................................................................................223 Maintaining Primary Site Information.. ... .... .... ... .... .... ... .... .... ... .... .... ... .... .... ... .... ...........223 Adding Notes ..... ........................................ ......................................... ................226 Entering Attributes.................................................................................................226 Defining Site Contacts ....... ...... ....... ...... ....... ...... ....... ...... ...... ....... ...... ....... ...... .... .......226 Pages Used to Define Site Contacts............................................................................227 Defining Site Contacts....... ........ ........ ....... ........ ........ ....... ........ ....... ........ ........ ........227 Defining Site Relationships.................................................................................... .......230 Defining Site Purchasing Options... ......... ........ ......... ........ ......... ........ ........ ......... ..... .......230 Viewing Installed Products and Services for a Site. ..... .... .... ..... .... .... ..... .... ..... .... .... ..... .. .......230 Page Used to View Installed Products and Services for a Site... ................ ................. ..........231 Viewing Installed Products and Services... ................... ................... ................... ...........231
Chapter 18 Defining Ad Hoc Business Objects............................................................... .......233 Understanding Ad Hoc Business Objects........... ............... ................ ............... .......... .......233 Defining Ad Hoc Business Object Name Information...................................................... .......233 Page Used to Define Name Information........................................................................233 Entering Name Information.......................................................................................234 Defining Ad Hoc Business Object Relationships....... ......... ......... .......... ......... ......... ...... .......234
Chapter 19 Defining Name Information for Business Objects............................................. .......235 Understanding Name Information....... ................... ................... ................... ............ .......235 Defining Name Information ................................................................................... .......235 Pages Used to Define Name Information.... ... ... ... ... ... ... ... ... .... ... ... ... ... ... ... ... .... ... ..........236
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Entering Name Information for Companies and Sites.. ... ... .. ... ... ... ... ... .. ... ... ... ... ... .. ... .........236 Entering Name Information for Contacts, Consumers, and Workers. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. ........237
Chapter 20 Defining Contact Information for Business Objects.......................................... .......241 Understanding Contact Methods..... .............. .............. ............. .............. .............. ... .......241 How Contact Methods Are Modeled.. .... ..... .... ..... .... ..... ..... .... ..... .... ..... ..... .... ..... ..........241 Contact Method Definition Processes...........................................................................242 Contact Information on Contact Relationship Summary Pages.. .. ... ... .. ... ... .. ... ... .. ... ... .. .........249 Common Elements Used in This Chapter ............... ....................... ....................... ..... .......249 Defining Address Information ... ........ ....... ........ ....... ........ ....... ........ ........ ....... ........ . .......249 Pages Used to Define Address Information....................................................................250 Entering Addresses.. ..... ...... ..... ...... ..... ...... ..... ...... ..... ...... ..... ...... ..... ...... ..... ...........251 Defining Telephone Information..... .... ..... .... ..... .... ..... ..... .... ..... .... ..... .... ..... .... ..... .... . .......255 Pages Used to Define Telephone Information..... ..... ..... ..... ..... ..... ..... ..... ..... ..... .... ...........255 Entering Telephone Information. .... .... ..... .... .... .... .... .... .... .... .... ..... .... .... .... .... .... ..........256 Defining Pager Information .............................. ..................................................... .......256 Pages Used to Define Pager Information. .... ... ... ... ... ... ... .... ... ... ... ... ... ... ... .... ... ... ... .........257 Entering Pager Information.......................................................................................257 Defining Email Information........... ............ ............ ............ ........... ............ ............ .. .......258 Pages Used to Define Email Information ... ...... ...... ...... ....... ...... ...... ...... ...... ...... ............259 Entering Email Information... .......... ......... .......... .......... .......... .......... .......... ...............259 Defining Contact Methods for Contact Relationships...................................................... .......260 Pages Used to Define Contact Methods for Contact Relationships ......... ...............................261 Entering Address Information for the Contact Relationship........... .................. .....................263 Entering Telephone Information for the Contact Relationship.. .. .. .. ... .. .. ... .. .. ... .. .. ... .. .. ... ........265 Entering Email Information for the Contact Relationship.... ...... ....... ...... ...... ...... ...... ............266 Entering Pager Information for the Contact Relationship.....................................................267 Defining Contact Methods for Sites Using the Company and Consumer Components.. . .. .. . .. .. . .. .......268 Pages Used to Define Contact Methods for Sites.............................................................269 Entering Address Information for the Site.. ....... ...... ...... ...... ...... ....... ...... ...... ...... ............270 Entering Telephone Information for the Site....................................................................272 Entering Email Information for the Site.. .... ..... .... .... ..... .... .... ..... .... .... ..... .... ..... .... ..........273 Entering Pager Information for the Site.........................................................................273
Chapter 21 Defining Purchasing Options for Companies, Consumers, and Sites.................... .......275 Understanding Sold To, Ship To, and Bill To Purchasing Options........................................ .......275
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Defining Purchasing Options.................................................................................. .......275 Pages Used to Define Purchasing Options... ... .... .... ... .... ... .... .... ... .... .... ... .... ... .... ...........276 Defining Purchasing Options.....................................................................................276
Chapter 22 Working With the Relationship Viewer........................................................... .......281 Understanding the Relationship Viewer .... .... .... ... .... .... .... .... .... .... .... .... ... .... .... .... .... .. .......281 Types of Relationships ... ................... ................... ................... .................... ...........281 Implicit and Explicit Relationships .. ..... ..... ..... ...... ..... ..... ...... ..... ..... ..... ...... ..... ..... ........282 Role Maintenance .................................................................................................282 PeopleSoft CRM Predefined Relationship Views... .. .. ... .. ... .. ... .. ... .. .. ... .. ... .. ... .. ... .. .. ..........283 Configuring the Relationship Viewer......................................................................... .......283 Page Used to Configure the Relationship Viewer...... ........ ........ ....... ........ ........ ........ ........284 Defining Relationship Views......................................................................................284 Defining Relationship Viewer Configuration Options. .. ... ... ... .. ... ... .. ... ... ... .. ... ... ... .. ... ... ... . .......285 Pages Used to Define Relationship Viewer Configuration Options... .. ... .. .. ... .. ... .. .. ... .. ... .........286 Defining Relationship Viewer Page Defaults...................................................................286 Defining Role Priorities for the Relationship Viewer. .. .. ... .. .. .. ... .. .. ... .. .. .. ... .. .. ... .. .. .. ... .........287 Viewing and Maintaining Relationships and Roles Using the Relationship Viewer.... ... .... .... ... .. .......287 Pages Used to View and Maintain Relationships and Roles Using the Relationship Viewer.. . .........288 Viewing and Maintaining Relationships.........................................................................288 Viewing and Maintaining Roles.. ............ ........... ............ ............ ............ ............ .........291
Chapter 23 Working With Business Object Searches....................................................... .......293 Understanding Business Object Searches.................................................................. .......293 Delivered Search Definitions.....................................................................................293 Predefined Search/List Fields....................................................................................305 Searching for Business Objects....... ........... ........... .......... ........... ........... .......... ....... .......307 Page Used to Search for Business Objects ............ ........... ............ ........... ............ .........307 Searching for Objects................ ............................... ................................ ..............307 Performing Business Object Searches From System Prompts..............................................311 Adding or Modifying Business Object Search Definitions... .......... .......... .......... .......... ...... .......312 Pages Used to Add or Modify Search Definitions.. ..... ..... ..... ..... ..... ...... ..... ..... ..... ..... ........313 Defining Search Fields............................................................................................313 Defining Search Criteria Fields.... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ........314 Defining Search Fields for a Role.... ..... ..... ..... .... ..... ..... ..... ..... .... ..... ..... ..... ..... .... ........315 Defining Search Domains... ...... ..... ...... ..... ...... ..... ...... ..... ...... ..... ...... ..... ...... ..... ........315
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Creating and Editing Search Definitions........................................................................317
Chapter 24 Defining Corporate Hierarchy...................................................................... .......319 Understanding Corporate Hierarchy. ....... ........ ........ ........ ........ ........ ........ ........ ........ . .......319 Viewing Corporate Hierarchy..... ..... ...... ...... ...... ...... ..... ...... ...... ...... ...... ..... ...... ...... . .......319 Pages Used to View Corporate Hierarchy......................................................................319 Viewing Corporate Hierarchy.....................................................................................319 Selecting Roles for Corporate Hierarchy .. .... ..... ..... .... ..... .... ..... ..... .... ..... ..... .... ..... .... . .......320 Pages Used to Select Roles for Corporate Hierarchy.. ... ... ... .. ... ... ... ... .. ... ... ... ... ... .. ... .........320 Selecting Roles for Corporate Hierarchy.. ..... ..... ...... ..... ..... ..... ...... ..... ..... ...... ..... ...........321
Chapter 25 Using Quick Create................................................................................... .......323 Understanding Quick Create.................................................................................. .......323 Prerequisites.... ........... .......... ........... .......... .......... ........... .......... ........... ...............324 Quick Create Process Flow..... ....... ....... ....... ....... ....... ...... ....... ....... ....... ....... ............324 PeopleSoft CRM Application Scenario Using the Quick Create Page......................................326 Quick Create Process Flow Diagram..... ..... ..... ..... ..... ..... ..... ..... ..... ..... .... ..... ..... ...........326 Setting Up Quick Create....................................................................................... .......328 Pages Used to Set Up Quick Create............................................................................329 Defining Fields. ................ ................ ................ ................ ................ ....................329 Defining Templates........................... .................................. ...................................331 Defining Template Groups........................................................................................337 Defining Interface Information....................................................................................338 Enabling Newly Defined Transactions to Use Quick Create.. ..... .... ..... ..... .... ..... .... ..... ..........339 Copying a Quick Create Template. ..... .... .... .... ..... .... .... ..... .... .... ..... .... .... ..... .... .... .... . .......339 Page Used to Copy a Quick Create Template. ......... ........ ........ ......... ........ ......... .............339
Creating Business Objects (Company, Contact, and Consumer) Using the Quick Create Component...................................................................................................... .......340 Page Used to Create Business Objects Using the Quick Create Component.............................340 Creating Business Objects Using the Quick Create Component............................................340
Chapter 26 Predefined Quick Create System Data........................................................... .......343 Fields............................................................................................................. .......343 Common Quick Create Fields....................................................................................343 Role Specific Quick Create Fields...............................................................................345
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Templates........................................................................................................ .......347 Template Groups.... ......... .......... ......... .......... ......... .......... ......... .......... ......... ...... .......357 Interface Setup Information...... ........ ........ ........ ........ ........ ........ ........ ........ ........ ..... .......360
Part 4 Workforce Management

Chapter 27 Managing Workers.................................................................................... .......369 Understanding Workers........................................................................................ .......369 Setting Up Foundational Data for Workers.................................................................. .......369 Pages Used to Set Up Foundational Data for Workers.......................................................370 Setting Up Function Codes.......................................................................................370 Setting Up Department Codes........ ....................................................... ....................370 Setting Up Job Codes.............................................................................................371 Setting Up Foundational Competency Data....................................................................371 Defining Workers.. .............. .............. .............. .............. .............. .............. ......... .......371 Pages Used to Define Workers........ ...................................................... ....................373 Accessing Workers................................................................................................373 Maintaining Name, Profile, and Contact Information..........................................................374 Assigning Worker Functions. ..... ..... ..... .... ..... ..... ..... .... ..... ..... ..... .... ..... ..... ..... .... ........376 Entering Job Information..........................................................................................376 Specifying Default Schedules....................................................................................378 Assigning Competencies. ....... ....... ........ ....... ....... ....... ........ ....... ....... ....... ........ ........378 Defining Job Assignment Criteria................................................................................379 Defining Default Storage Locations.. ...... ...... ....... ...... ...... ...... ...... ...... ...... ...... ...... ........380 Defining Default Signatures. ............. ............ ............. ............ ............. ............ ..........381 Maintaining User Profile Information............ .............. ............. .............. ............. ..........381 Adding Notes.......................................................................................................382
Chapter 28 Setting Up and Maintaining Provider Groups and Group Members....................... .......383 Understanding Provider Groups and Group Members. .... ... .... ... .... ... .... ... .... ... .... ... .... ... .. .......383 Establishing Cost Categories for Workers... .... ... ... .... ... .... ... ... .... ... .... ... ... .... ... ... .... ... .. .......385 Understanding Cost Categories...... ...... ..... ...... ..... ...... ...... ..... ...... ..... ...... ...... ..... ........385 Page Used to Define Cost Categories ...... ...... ....... ....... ...... ....... ...... ....... ...... ....... ........386 Defining Provider Groups ..................................................................................... .......386
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Prerequisites.... ........... .......... ........... .......... .......... ........... .......... ........... ...............386 Common Elements Used in This Section.. ... ... .... ... ... ... ... ... ... ... ... ... ... .... ... ... ... ... ... .........386 Pages Used to Define Provider Groups.... .... ..... ..... ..... ..... ..... .... ..... ..... ..... ..... ..... ..........387 Defining Groups....................................................................................................387 Defining Provider Group Members............. ..................... .................... ........................390 Defining Schedules for Provider Groups..... ...... ....... ...... ...... ...... ...... ...... ....... ...... ...... . .......391 Page Used to Define Schedules for Provider Groups ........................................................391 Defining Schedules................................................................................................391 Defining Group Assignment Criteria and Competencies.... ....... ........ ....... ........ ....... ........ . .......393 Pages Used to Define Group Assignment Criteria and Competencies............ .........................393 Define Assignment Criteria.......................................................................................393 Associating Competencies With Provider Groups.............................................................395
Chapter 29 Managing Workforce Competencies............................................................. .......397 Understanding Competency Definition in PeopleSoft CRM............................................... .......397 Defining and Maintaining Competency Information in PeopleSoft CRM... .. ... ... .. ... ... .. ... ... .. ... .......398 Pages Used to Define and Maintain Competency Information in PeopleSoft CRM ........ ..............399 Defining Competency Rating Models...... ........ ........ ........ ........ ........ ........ ........ .............399 (Optional) Defining Competency Types.........................................................................400 Defining Required Competencies. ..... ..... ..... ..... .... ..... ..... ..... ..... .... ..... ..... ..... ..... ..........400 Defining Competency Proficiency Levels.......................................................................402 Setting Minimum Requirements for Service Orders or Cases. ..... ..... ..... ..... ..... ..... ..... ...........402
Chapter 30 Setting Up and Performing Assignment Searches............................................ .......403 Understanding Assignment Searches From Cases and Service Orders................................ .......403 Common Elements Used in This Chapter......................................................................403 Assignment Criteria... ..... ...... ..... ...... ..... ..... ...... ..... ...... ..... ..... ...... ..... ...... ..... ...........403 Candidate Selection and Fit Score Calculations. ... .. ... .. ... .. ... .. ... .. ... .. ... .. ... .. .. ... .. ... .. .........408 Setting Up the Assignment Engine........................................................................... .......413 Pages Used to Set Up the Assignment Engine................................................................414 Defining Worker Schedules and Assignment Criteria.........................................................414 Defining Provider Group Schedules and Assignment Criteria..... ..... ..... ...... ..... ..... ..... ...........415 Associating Competency Information With Services and Service Activities. .. . .. . .. . .. . .. . . .. . .. . ........415 Associating Competency Information With Problem Types..... ..... ...... ...... ..... ...... ...... ...........415 Associating Competency Information With Categories, Specialty Types and Details . . . . . . . . . . . . .......415 Establishing Weighting Factors for Provider Group Criteria Matches. .. . . . .. . . . .. . . .. . . . .. . . . .. . . . ........416
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Establishing Weighting Factors for Group Member Criteria Matches.......................................416 Specifying Assignment Engine Setup ............... .......................................... .................417 Performing Provider Group Searches ....................................................................... .......418 Common Elements Used in This Section. ... ... ... ... ... .... ... ... ... ... ... ... ... ... ... ... ... .... ... ..........418 Pages Used to Perform Provider Group Searches............................................................419 Interpreting Provider Group Summary Search Results................................... ....................419 Interpreting Provider Group Detail Search Results. .. .. ... .. .. ... .. .. ... .. .. ... .. .. ... .. .. ... .. .. ... .........420 Performing Group Member Searches ....................................................................... .......420 Common Elements Used in This Section. ... ... ... ... ... .... ... ... ... ... ... ... ... ... ... ... ... .... ... ..........421 Pages Used to Perform Group Member Searches . ....... ....... ....... ....... ........ ....... ....... ........421 Interpreting Group Member Summary Search Results...... ........ ........ ........ ........ ......... ........421 Interpreting Group Member Detail Search Results............................................................422
Chapter 31 Defining Holiday Schedules........................................................................ .......425 Understanding Holiday Schedules........ .......... .......... .......... .......... ........... .......... ...... .......425 Defining Holiday Schedules................................................................................... .......425 Page Used to Define Holiday Schedules................... .................................... ................426 Defining Standard Workweek Information......................................................................426 Defining Holidays.................................................................... ..............................426 Associating Provider Groups With Holiday Schedules.. ... .... ... ... .... ... .... ... .... ... .... ... .... ... .. .......426 Associating Workers With Holiday Schedules...... ..................... ..................... .............. .......426 Updating Workers Calendars with Specified Holiday Schedules.. ...... ...... ..... ...... ...... ...... ... .......427 Page Used to Update Workers Calendars with Specified Holiday Schedules . . . . . . . . . . . . . . . . . . . ........427 Updating Workers Calendars with Specified Holiday Schedules.. ... ... .. ... ... ... ... ... .. ... ... ..........427
Chapter 32 Using Resource Calendars......................................................................... .......429 Understanding Resource Calendars......................................................................... .......429 Setting Up Worker Calendars................................................................................. .......430 Pages Used to Set Up Worker Calendars......................................................................431 Defining Task Types...............................................................................................431 Updating Monthly Calendars.....................................................................................431 Updating Daily Calendars... ...... ..... ...... ..... ...... ..... ...... ..... ...... ..... ...... ..... ...... ..... ........433 Integrating Resource Calendars With Third-Party Voice-Recognition Applications. . . . . . . . . . . . . . . . . . . .......434
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Part 5 Interactions and 360 Degree Views

Chapter 33 Working with Interactions........................................................................... .......437 Understanding Interactions.................................................................................... .......437 Interactions and Subinteractions... ..... .... ..... .... .... ..... .... ..... .... ..... .... ..... .... .... ..... ..........437 Interaction Creation.. ..... ...... ..... ...... ..... ...... ..... ...... ..... ...... ..... ...... ..... ..... ...... ...........439 Interaction Display.................................................................................................441 Setting Up Interaction Statuses............................................................................... .......442 Page Used to Set Up Interaction Statuses.......... ................... .................. ......................443 Setting Up Interaction Statuses..................................................................................443 Viewing Interactions............................................................................................ .......443 Pages Used to View Interactions.... ......................... ........................ ...........................444 Searching for Interactions....... ........ ......... ........ ......... ........ ......... ........ ......... .............444 Viewing Details for Interactions Created from a 360-Degree View. . . . .. . . .. . . .. . . .. . . .. . . .. . . . .. . . ........446 Viewing Correspondence Interaction Details.. ... ... ... .. ... ... ... ... ... ... ... ... ... ... .. ... ... ... ... .........448 Viewing Inbound Email Details...................................................................................448 Viewing Outbound Email Details.. .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... ..........449 Viewing Chat Interaction Details.................................................................................450
Chapter 34 Setting Up the 360-Degree View................................................................... .......453 Understanding the 360-Degree View...... ........ ........ ........ ........ ........ ........ ........ ......... . .......453 Understanding the 360-Degree View Tree..... ........................... ............................ ...... .......454 Understanding 360-Degree Search pages.................................................................. .......456 Understanding the 360-Degree View Setup Process ..... ...... ....... ....... ....... ...... ....... ....... . .......458 Understanding 360-Degree View System Data. ... ... ... .... ... ... ... ... ... ... ... ... ... ... ... .... ... ... ... .......459 Defining Transactions For Use On the 360-Degree View...... .......... .......... ........... .......... .. .......460 Understanding Transactions. ...... ...... ...... ...... ...... ...... ....... ...... ...... ...... ...... ...... ...........460 Pages Used to Define Transactions ............................................................................460 Setting Up Transaction Groups..... ......................... ......................... ...........................460 Setting Up the 360-Degree View Tree........................................ ............................... .......462 Pages Used to Set Up the 360-Degree View Tree........... ............... ............... ...................462 Defining Tree Nodes....... ...... ....... ....... ....... ....... ....... ...... ....... ....... ....... ....... ............462 Viewing Application Packages... .......................... .......................... ............................467 Setting Up the Tree................................................................................................468 Setting Up the Nodes...... ....... ....... ....... ....... ...... ....... ....... ....... ...... ....... ....... ............469
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Testing Your Tree......................................... ......................................... ................471 Configuring the 360-Degree View............................................................................ .......471 Pages Used to Configure the 360-Degree View...............................................................472 Setting Up Profiles.................................................................................................472 Configuring a Role.................................................................................................475 Defining Transaction Subinteractions............... ........................................... .................477 Defining Node Subinteractions...................................................................................478 Configuring the 360-Degree View Search Page............................................................ .......479 Pages Used to Configure the 360-Degree Search Page..................... .................... ............479 Defining User Links That Appear On the Search Page.......................................................479 Selecting the Search Page Used to Access the 360 Degree View. .. . .. . .. . . .. . .. . .. . . .. . .. . . .. . .. ........481
Chapter 35 Using the 360-Degree View......................................................................... .......483 Understanding the Consumer or Contact 360-Degree View.............................................. .......483 Understanding the Company 360-Degree View............................................................ .......484 Understanding the 360-Degree View Toolbar............................................................... .......485 Accessing the 360-Degree View... ..... .... ..... .... .... ..... .... ..... .... ..... .... ..... .... ..... .... ..... .. .......486 Page Used to Access the 360-Degree View..... ......... ......... ......... ......... ........ ......... .........487 Accessing the 360-Degree View.................................................................................487 Managing Customer Activities. .............. .............. .............. .............. .............. ......... .......488 Pages Used to Manage Customer Activities .... ....... ...... ....... ....... ....... ...... ....... ....... ........488 Managing Customer Activities... ...... ....... ....... ...... ....... ...... ....... ...... ....... ...... ....... ........488 Personalizing Date Filters..... ........ ........ ......... ........ ........ ......... ........ ........ ........ .........491 Managing the Company 360-Degree View.................................................................. .......491 Page Used to Manage the Company 360-Degree View ........ ............ ............ ............ .........492 Managing the Company 360-Degree View.....................................................................492
Part 6 Self-Service for Customers

Chapter 36 Setting Up Customer Self-Service................................................................ .......497 Understanding Customer Self-Service Setup............................................................... .......497 Self-Service Sites..................................................................................................497 Contact Us Notifications........ .......... ........... .......... ........... .......... ........... .......... .........498 Product Registration...............................................................................................498
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Implementing Self-Service Security.......................................................................... .......499 Setting Up Multiple Self-Service Sites......... ............ ............ ............ ............ ............ .. .......500 Defining Guest IDs....... ....... ....... ....... ....... ....... ....... ....... ....... ....... ....... ....... ............500 Changing the Label of the Guest ID Selection Field... ..... ..... ..... ..... ..... ..... ..... .... ..... ...........500 Setting Up User Registration Features. ........ ....... ........ ....... ........ ....... ........ ....... ........ . .......501 Define Keys for Business Users to Give Their Representatives.. .. . .. .. . .. . .. .. . .. .. . .. . .. .. . .. .. . ........501 Enabling Password Hint Functionality. .... .... .... ... .... .... .... .... .... .... .... .... .... .... .... .... ..........501 Setting Up Contact Us Features.............................................................................. .......501 Prerequisites.... ........... .......... ........... .......... .......... ........... .......... ........... ...............502 Pages Used to Set Up Contact Us Features...................................................................502 Defining Topics.....................................................................................................502 Defining Subjects and Contact Us Workflow...................................................................502 Setting Up Product Registration................................... ................................... ........ .......503 Pages Used to Set Up Product Registration for Self-Service Users... ..... ..... ...... ..... ..... ...........504 Configuring Installed Product Registration...... ....... ....... ........ ....... ....... ....... ........ ............504 Selecting Catalogs.................................................................................................505
Chapter 37 Working with Customer Self-Service Transactions........................................... .......507 Understanding Customer Self-Service. .... ... .... .... ... .... ... .... .... ... .... ... .... .... ... .... ... .... .... .......507 Signing In to PeopleSoft CRM Self-Service................................................................. .......508 Pages Used to Sign In... .............. .............. .............. ............... .............. ..................508 Signing In to PeopleSoft CRM Self-Service....................................................................508 Identifying Oneself to Request a New Password..............................................................510 Completing the Request for a New Password... ........ ........ ........ ........ ......... ........ .............510 Registering as a Personal or Business User................................................................ .......511 Pages Used to Register as a Personal or Business User.. ..................................................512 Registering as a Personal User..................................................................................512 Identifying the Company for a Business User Registration.. ... .. ... .. .. ... .. ... .. ... .. ... .. ... .. .. .........513 Registering as a Business User... ...... ..... ...... ..... ...... ...... ..... ...... ..... ...... ..... ...... ...........514 Reviewing Registration Information.......... ........... .......... .......... ........... .......... ...............515 Selecting Which Customer a Business User Represents......... .......... ......... .......... ......... .. .......516 Pages Used to Select a Customer... ..... ...... ..... ..... ...... ..... ..... ...... ..... ..... ...... ..... ...........516 Selecting a Customer........... ........... ........... ........... ........... ........... ........... ................516 Maintaining Name and Sign In Information.... .... .... .... .... .... .... .... .... .... .... .... .... .... .... ..... .......517 Pages Used to Maintain Name and Sign In Information .......... .................... .......................518 Accessing General Purpose Transactions. ... .... .... ... .... .... ... .... .... ... .... .... ... .... .... ... ..........518 Reviewing Name and Sign In Information......................................................................518 Changing a Name..... .......... ......... .......... .......... ......... .......... .......... ......... ...............519
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Changing a Password.............................................................................................520 Changing the Password Hint.....................................................................................520 Maintaining a Contacts Own Information...... ....... ....... ....... ....... ....... ....... ........ ....... .... .......521 Pages Used to Maintain Contact Information of a Contact...................................................522 Navigating a Contacts Personal Contact and Address Pages... ... .... ... .... .... ... .... ... .... ...........522 Reviewing Primary Contact Information of a Contact.........................................................522 Maintaining Contact Information of a Contact.. ... ... .. ... ... .. ... ... .. ... .. ... ... .. ... ... .. ... ... .. ..........523 Maintaining Contacts Addresses................................................................................524 Maintaining a Contacts Address Book..... ....... ........ ........ ....... ........ ....... ........ ....... ..... .......525 Pages Used to Maintain a Contacts Address Book. ... .. ... .. ... .. ... .. ... .. ... .. .. ... .. ... .. ... .. ..........526 Navigating a Contacts Address Book... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... ...........527 Reviewing Customer Addresses.................................................................................530 Reviewing Customer Contacts...................................................................................531 Reviewing Customers Primary Information....................................................................532 Creating a Customer or Contact Address. ...... ...... ...... ...... ...... ....... ...... ...... ...... ...... ........533 Creating a Customer Contact...................... ......................... ........................ .............534 Selecting an Existing Contact....................................................................................535 Selecting an Existing Address.. ...... ....... ....... ...... ....... ....... ...... ....... ....... ...... ....... ........536 Maintaining Name, Role Information, and Address Relationship for Customer Contacts.... .... ........536 Updating a Customer or Contact Address......................................................................537 Maintaining a Consumers Contact and Address Information... ... .... ... ... ... .... ... ... ... .... ... ... .. .......538 Pages Used to Maintain a Consumers Contact and Address Information. . . . . . . . . . . . . . . . . . . . . . . . ........539 Navigating Consumer Contact and Address Pages...........................................................539 Reviewing a Consumers Primary Contact and Address Information.......................................540 Reviewing a Consumers Primary Addresses... ... ... ... ... ... ... ... ... ... ... ... .... ... ... ... ... ... ..........541 Selecting a New Primary Address...............................................................................542 Maintaining a Consumers Contact Information.. ... .... ... .... .... ... .... ... .... .... ... .... ... .... ...........542 Creating a Consumer Address...................................................................................542 Updating a Consumer Address......... ................ ................ ............... ................ ..........543 Maintaining a Consumers Address Book.......................... ......................................... .......544 Pages Used to Maintain Addresses and an Address Book. ... .... ... .... ... .... ... .... ... .... ... ...........545 Navigating a Consumers Address Book... ........ ....... ....... ........ ....... ........ ....... ........ ........545 Viewing a Consumer Address.... .... ..... .... .... .... .... ..... .... .... .... .... ..... .... .... .... .... .... ........546 Updating a Consumer Address......... ................ ................ ............... ................ ..........547 Deleting a Consumer Address............. ................................................... ...................547 Creating a Consumer Address...................................................................................547 Viewing Internal Contacts...... ........ ........ ........ ......... ........ ........ ........ ......... ........ ..... .......547 Pages Used to View Internal Contacts .........................................................................548 Viewing Internal Contacts..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ........548 Sending Messages............................................................................................. .......548
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Page Used to Send a Message .................................................................................548 Sending a Message.. ............... ............... ............... .............. ............... ...................548 Registering Products........................................................................................... .......550 Pages Used to Register Products. ............... ............... ............... .............. ...................550 Selecting Products for Registration.... .... ..... .... .... .... .... ..... .... .... .... .... .... ..... .... .... ..........550 Entering Product Registration Information... ... .... ... ... .... ... ... .... ... ... .... ... ... .... ... ... .... .........551
Part 7 Product and Item Management

Chapter 38 Using Products and Items in PeopleSoft CRM................................................. .......555 Understanding Products and Items.... ....... ....... ...... ....... ....... ....... ....... ....... ....... ....... . .......555
Chapter 39 Defining Items......................................................................................... .......559 Understanding Item Definition in PeopleSoft CRM. ... .. ... .. ... ... .. ... .. ... ... .. ... ... .. ... .. ... ... .. ... .......559 Item Status..... ........ ........ ........ ....... ........ ........ ........ ........ ........ ........ ........ .............560 Defining Item Control Values ................................................................................. .......562 Pages Used to Define Item Control Values... ... ... .... ... ... ... .... ... ... .... ... ... .... ... ... ... .... .........562 Specifying Item Numbering.......................................................................................562 Defining Item Groups..............................................................................................563 Defining Item Families.... ........ ....... ........ ....... ........ ....... ........ ....... ........ ....... .............563 Defining Stock Types..............................................................................................563 Defining and Maintaining Items............................................................................... .......564 Pages Used to Define and Maintain Items . ... .... ... .... .... ... .... .... ... .... ... .... .... ... .... .... .........564 Defining Items......................................................................................................564 Establishing Substitute Definitions... ..... ...... ..... ..... ...... ..... ..... ...... ..... ..... ...... ..... ...........568 Associating Items With Units of Measure.. .... ..... ..... .... ..... .... ..... ..... .... ..... ..... .... ..... .... . .......569 Page Used to Associate Items With Units of Measure... .. .. ... .. .. .. ... .. .. ... .. .. ... .. .. ... .. .. ... ........570 Adding Units of Measure .........................................................................................570
Chapter 40 Working With Item Assemblies.................................................................... .......573 Understanding Item Assemblies .................................................. ........................... .......573 Defining Item Assemblies.... ....... ...... ...... ...... ...... ...... ...... ...... ....... ...... ...... ...... ...... . .......573
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Common Elements Used in This Section. ... ... ... ... ... .... ... ... ... ... ... ... ... ... ... ... ... .... ... ..........574 Pages Used to Define Item Assemblies... ....... ........ ....... ........ ........ ....... ........ ........ ........574 Specifying Assembly Components ... ...... ...... ...... ...... ...... ...... ...... ...... ...... ...... ...... ........574 Defining Component Details .....................................................................................575 Adding Notes.......................................................................................................576 Viewing Assembly Information................................................................................ .......576 Common Elements Used in This Section. ... ... ... ... ... .... ... ... ... ... ... ... ... ... ... ... ... .... ... ..........576 Pages Used to View Assembly Information .... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ........577 Searching for Item Assemblies.... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ........577 Viewing Component Detail and Warranty Information....... ....... ....... ...... ....... ....... ....... ........578
Chapter 41 Checking Item Balances and Availability........................................................ .......581 Understanding Balance Inquiries............................................................................. .......581 Item Availability...... ........ ......... ......... ........ ......... ........ ......... ........ ......... ........ .........581 Business Unit Balance Inquiries...................... ........................ ....................... ............581 Group Member Storage Location Balance Inquiries.. ..... ..... .... ..... ..... ..... ..... ..... .... ..... ........582 Viewing Item Balance Information............................................................................ .......583 Common Elements Used in This Section. ... ... ... ... ... .... ... ... ... ... ... ... ... ... ... ... ... .... ... ..........583 Pages Used to View Balance Information................ ...................................... ................584 Checking Balances by Inventory Business Units..............................................................584 Checking Balances by Group Member .........................................................................585 Viewing Error Messages ................... ............................ ............................. .............586
Chapter 42 Setting Up Products.................................................................................. .......587 Understanding Products and Product Packages....................... .................................... .......587 Understanding Product Related EIPs...........................................................................590 Creating Definitional Elements................................................................................ .......590 Understanding Definitional Elements. ..... ...... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ........590 Pages Used to Create Definitional Elements.. ..... .... .... ..... .... .... ..... .... .... ..... .... .... .... ........593 Defining Product Installation Options. ..... ..... ..... ..... ..... ...... ..... ..... ..... ..... ..... ..... ..... ........593 Setting Up Default Installed Product Rules.. ... ... ... ... .. ... ... ... .. ... ... ... ... .. ... ... ... .. ... ... ..........594 Establishing Product Groups.....................................................................................594 Viewing Linked Products... ..... .... ..... ..... .... ..... .... ..... ..... .... ..... .... ..... ..... .... ..... .... ........595 Defining Product Categories.... ........ ........ ........ ........ ........ ........ ......... ........ ........ ........596 Defining Product Brands..........................................................................................596 Setting up Competitor Codes..... ...... ...... ...... ...... ...... ...... ...... ..... ...... ...... ...... ...... ........597
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Defining Relations........... .................... ..................... ..................... ........................597 Defining Products............................................................................................... .......599 Pages Used to Define Products.. ...... ..... ...... ...... ..... ...... ...... ..... ...... ...... ..... ...... ...........599 Defining Products..................................................................................................600 Creating External Product Descriptions... .... ... .... ... .... ... .... ... .... ... .... ... .... ... .... ... .... .........603 Defining Attributes.................................................................................................603 Adding Attachments...............................................................................................603 Attaching Images. ................ ............... ................ ............... ................ ...................604 Associating Branch Scripts With Products..... .... ..... .... ..... .... ..... .... ..... .... ..... .... ..... ..........605 Adding Products to Product Groups. ... .... ... .... ... .... ... .... ... .... ... ... .... ... .... ... .... ... .... .........606 Defining Regions.. ..... ...... ...... ..... ...... ...... ..... ...... ...... ..... ...... ...... ..... ...... ...... ...........607 Tracking Competing Products....................................................................................608 Defining Installed Product Rules.................................................................................608 Assigning Product Unit of Measure.... ....... ....... ....... ....... ....... ...... ....... ....... ....... ....... . .......609 Page Used to Assign Product Attributes by Units of Measure . ....... ...... ....... ...... ....... ............609 Assigning a Unit of Measure........ ........ ........ ........ ........ ........ ........ ........ ........ .............609 Defining Package Components............................................................................... .......610 Prerequisites.... ........... .......... ........... .......... .......... ........... .......... ........... ...............610 Page Used to Define Package Components...................................................................611 Defining Product Packages... ..... ..... ..... .... ..... ..... ..... ..... ..... .... ..... ..... ..... ..... .... ...........611 Establishing Product Prices........................................ ........................................... .......614 Understanding Product Pricing. ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ...........615 Prerequisites.... ........... .......... ........... .......... .......... ........... .......... ........... ...............615 Pages Used to Establish Product Prices. ..... ..... ...... ..... ...... ..... ..... ...... ..... ...... ..... ...........616 Setting Prices...... ....... ........ ........ ....... ........ ....... ........ ....... ........ ........ ....... .............616 Setting Prices for Package Components.......... ......... ......... .......... ......... .......... ..............617 Defining Product Relationships............................................................................... .......619 Understanding Product Relationships.... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... ..........619 Prerequisites.... ........... .......... ........... .......... .......... ........... .......... ........... ...............620 Pages Used to View and Define Product Relationships......................................................620 Establishing Product Relationships.... .... ..... .... .... .... .... .... ..... .... .... .... .... ..... .... .... ..........620 Viewing Relationships.............................................................................................622 Defining Product Notes......... ........................ ......................... ........................ ...... .......622 Prerequisites.... ........... .......... ........... .......... .......... ........... .......... ........... ...............622 Page Used to Create Product Notes............................................................................622 Creating Product Notes...........................................................................................622
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Chapter 43 Creating Catalogs..................................................................................... .......625 Understanding Catalogs....................................................................................... .......625 Understanding How Catalogs are Used in CRM. ... ... ... ... .... ... ... ... ... .... ... ... ... ... ... .... ..........625 Prerequisites.................. ............................... ............................... .................... .......626 Creating Display Templates................................................................................... .......626 Understanding Display Templates...............................................................................627 Pages Used to Create Display Templates......................................................................627 Defining Catalog Display Pages...................... ....................... ........................ ............627 Defining Product Displays........ ................. .................. ................. ................. ...........629 Define Product Comparison Display....... ....... ...... ....... ....... ....... ....... ...... ....... ....... ........631 Specify Product Detail Display...................................................................................634 Define Featured Products Display...............................................................................636 Defining Catalog Content and Permissions........................ ......................................... .......637 Understanding Catalog Content and Permissions.. ... ... ... .. ... ... ... ... .. ... ... ... ... ... .. ... ... ..........637 Pages Used to Set Up Catalog Contents and Permissions.... .................. ................. ...........639 Defining a Catalog ID and Populating the Catalog Cache.. .. ... .. .. ... .. .. ... .. .. ... .. .. ... .. .. ... .........639 Cloning a Catalog..................................................................................................643 Defining Product Associations... ............ ............ ........... ............ ............ ............ .........644 Setting Up User Associations...................... ......................... ........................ .............646 Creating Nested Catalogs....... ................. .................. .................. ................. ...........648 Identifying Featured Products....................................................................................649 Searching Catalogs..... ......... ......... ......... ......... ......... ......... ......... ......... .......... ..... .......651 Understanding Catalog Searches..... ....... ........ ....... ....... ....... ........ ....... ....... ........ ........651 Page Used to Search a Catalog................... ......................... ........................ .............652 Running a Search. ...... ...... ....... ...... ...... ....... ...... ...... ...... ....... ...... ...... ....... ...... ........652
Chapter 44 Tracking Installed Products........................................................................ .......655 Understanding Installed Products...... ................... ................... .................... ............ .......655 How Installed Products are Used................................................................................655 How Installed Products are Created and Updated.... ...... ...... ...... ...... ...... ...... ...... ...... ........655 System-Created Service Orders for Installed Products.. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. . .. .. .. .. .. .. .........657 Warranty Activation on Installed Products......................................................................657 Hierarchical Views of Installed Products........................................................................658 Defining Creation and Update Rules for Installed Products. .. ... .. .. ... .. .. ... .. .. .. ... .. .. ... .. .. ... .. . .......660 Pages Used to Define Creation and Update Rules for Installed Products. .. . .. .. .. .. . .. .. .. .. . .. .........660 Setting Up Default Installed Product Rules.. ... ... ... ... .. ... ... ... .. ... ... ... ... .. ... ... ... .. ... ... ..........660 Defining Installed Product Rules for a Product. .... ... .... .... .... ... .... .... ... .... .... ... .... .... ...........662
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Managing Installed Products.................................................................................. .......664 Page Used to Manage Installed Products......................................................................665 Entering Installed Product Information..........................................................................665 Viewing Order Line and Configuration Details............. ................ ................ ....................669 Viewing Preventive Maintenance Details.......................................................................669 Entering Attributes.................................................................................................669 Viewing Installed Products.... .......... .......... ......... .......... .......... .......... ......... .......... .. .......670 Page Used to View the Installed Product Hierarchy. ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... .........670 Using the Installed Product Viewable Hierarchy...............................................................670
Part 8 Customer, Worker, and Product Integrations

Chapter 45 Managing Enterprise Integration for PeopleSoft CRM Foundation Objects............. .......675 Overview of Enterprise Integration in PeopleSoft CRM.... .... .... .... .... .... ... .... .... .... .... .... .... .......675 Understanding Enterprise Integration Technology... .... ..... .... ..... .... ..... .... ..... .... .... ..... .... . .......676 Understanding Fullsync and Sync Application Messages....................................................677 Setting Up Fullsync and Sync Application Messages.........................................................677 Understanding Data Mapping for Application Messages........... .................... ......................678 PeopleSoft CRM Foundation EIPs.. ................................. ................................ ........ .......679 Understanding Other CRM EIPs.................................................................................685 Integrating with PeopleSoft HRMS or Third-Party HRMS Data. ... .. .. .. ... .. .. .. ... .. .. .. ... .. .. .. ... .. .......685 Integrating Companies, Consumers, Sites, Contacts, and Workers With Other Systems. . . . . .. . . . . . .......686 Understanding Integration for Company, Consumer, Site, Contact , and Worker Records. . . . . . . .......686 Maintaining Customer and Contact Information In Different Databases. . . . .. . . . . . . .. . . . . . .. . . . . . .........688 Setting Up Interface Defaults for Interfacing Customer and Contact Information.. .... .... .... .... .... .......691 Pages Used to Set Up Interface Defaults for Interfacing Customer and Contact Information. . . ........692 Defining Collector Codes....... ............. ............. ............. ............. ............. .................692 Defining Credit Analyst Codes.................................. .................................................693 Defining Support Team Codes............................ .......................................................693 Specifying Interface Defaults.....................................................................................693 Specifying Name Type Defaults.. ...... ..... ...... ...... ..... ...... ...... ..... ...... ...... ..... ...... ...........693 Specifying the Default Exchange Rate. ... .... ... ... .... ... ... ... .... ... ... .... ... ... .... ... ... ... .... .........694 Specifying Required Codes.... ....... ....... ....... ....... ....... ....... ....... ....... ....... ....... ............694 Specifying Customer ID and Contact ID Defaults.... ..... ..... ...... ..... ..... ..... ..... ..... ..... ...........695 Market-Enabling the Company, Consumer, Site, and Contact EIPs... ...... ..... ...... ..... ...... ..... . .......695 Pages Used to Market-Enable the Company, Consumer, Site, and Contact EIPs....... .................696
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Setting up Market Control Codes................................................................................696 Specifying Market Installation Options..........................................................................696 Building BORM Interface Records. .... .... .... .... ... .... .... .... .... .... .... ... .... .... .... .... .... ...........697 Establishing a Master ID Database. ....... ....... ....... ....... ....... ....... ...... ....... ....... ....... .... .......697 Pages Used for Establishing the Master ID Database and Testing Calls. . . . . .. . . . .. . . .. . . . .. . . .. . ........697 Establishing the Master ID Database.. ........ ........ ........ ........ ........ ........ ........ ......... ........697 Testing Calls........................................................................................................698 Integrating Product Information............................................................................... .......699 Integrating Bill and Payment Information.................................................................... .......700 Mapping Message Data to PeopleSoft CRM Records and Fields.. .. ... .. .. .. .. .. .. .. .. .. ... .. .. .. .. .. . .......701 Page Used to Map Message Data to PeopleSoft CRM Records and Fields. . . . . . . . . . . . . . . . . . . . . . ........702 Mapping Message Data to PeopleSoft CRM Records and Fields. . . .. . .. . .. . .. . . .. . .. . .. . .. . . .. . .. ........702
Chapter 46 Importing Data Into PeopleSoft CRM............................................................. .......707 Understanding the Data Import Process.. .... .... ..... .... .... .... ..... .... .... .... ..... .... .... .... ..... .. .......707 Prerequisites.................. ............................... ............................... .................... .......709 Setting Up Data Import Global Settings..... ...... ..... ...... ..... ...... ..... ...... ..... ...... ..... ...... ... .......709 Page Used to Set Up Data Import Global Settings............................................................709 Setting Up Data Import Global Settings. .... ... .... ... .... ... .... ... .... ... .... .... ... .... ... .... ... ...........709 Defining Data Import Templates..................... .................................. ....................... .......711 Pages Used to Define Data Import Templates.................................................................711 Accessing Import Templates.... ........ ........ ........ ........ ........ ......... ........ ........ ........ ........713 Defining the Import Template.... .... .... ..... .... .... ..... .... .... .... ..... .... .... .... ..... .... .... .... ........714 Defining the Import File...... .................. ................... .................. ................... ...........715 Mapping Source Fields to Target Fields.. ........ ....... ........ ........ ....... ........ ........ ........ ........718 Defining Matching Criteria........................................................................................722 Verifying Template was Created Successfully.... ..... ..... ..... .... ..... ..... ..... ..... ..... .... ..... ........723 Executing the Data Import Process. ............. ............. ............. ............. ............. ........ .......723 Pages Used to Execute the Data Import Process..................... ........................................724 Accessing the Run Data Import Page...........................................................................724 Executing the Data Import Process... ...... ...... ...... ...... ...... ...... ...... ...... ...... ...... ...... ........724 Viewing Import Statistics..........................................................................................727 Viewing the Error Log for the Import Process..................................................................728 Viewing the Status of the Import Process.. ........... ............ ............ ........... ............ ....... .......728 Pages Used to View the Status of the Import Process... ... .. ... ... ... ... .. ... ... ... ... ... .. ... ... ..........729 Accessing an Instance of the Run Data Import Process. .. ... ... .. ... ... .. ... ... .. ... ... .. ... ... .. ..........729 Viewing the Status of the Import Process... ..... ...... ..... ..... ...... ..... ...... ..... ..... ...... ..... ........729
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Glossary of PeopleSoft Terms.............................................................................731
Index ............................................................................................................743
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About This PeopleBook

PeopleBooks provide you with the information that you need to implement and use PeopleSoft applications. This preface discusses: PeopleSoft application prerequisites. PeopleSoft application fundamentals. Related documentation. Typographical elements and visual cues. Comments and suggestions. Common elements in PeopleBooks. Note. PeopleBooks document only page elements that require additional explanation. If a page element is not documented with the process or task in which it is used, then either it requires no additional explanation or it is documented with common elements for the section, chapter, PeopleBook, or product line. Elements that are common to all PeopleSoft applications are defined in this preface.
PeopleSoft Application Prerequisites

To benefit fully from the information that is covered in these books, you should have a basic understanding of how to use PeopleSoft applications. See Using PeopleSoft Applications. You might also want to complete at least one PeopleSoft introductory training course. You should be familiar with navigating the system and adding, updating, and deleting information by using PeopleSoft windows, menus, and pages. You should also be comfortable using the World Wide Web and the Microsoft Windows or Windows NT graphical user interface. These books do not review navigation and other basics. They present the information that you need to use the system and implement your PeopleSoft applications most effectively.
PeopleSoft Application Fundamentals

Each application PeopleBook provides implementation and processing information for your PeopleSoft database. However, additional, essential information describing the setup and design of your system appears in a companion volume of documentation called the application fundamentals PeopleBook. Each PeopleSoft product line has its own version of this documentation.
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General Preface
The application fundamentals PeopleBook consists of important topics that apply to many or all PeopleSoft applications across a product line. Whether you are implementing a single application, some combination of applications within the product line, or the entire product line, you should be familiar with the contents of this central PeopleBook. It is the starting point for fundamentals, such as setting up control tables and administering security.
Related Documentation
This section discusses how to: Obtain documentation updates. Order printed documentation.
Obtaining Documentation Updates

You can find updates and additional documentation for this release, as well as previous releases, on the PeopleSoft Customer Connection Website. Through the Documentation section of PeopleSoft Customer Connection, you can download files to add to your PeopleBook Library. Youll find a variety of useful and timely materials, including updates to the full PeopleSoft documentation that is delivered on your PeopleBooks CD-ROM. Important! Before you upgrade, you must check PeopleSoft Customer Connection for updates to the upgrade instructions. PeopleSoft continually posts updates as the upgrade process is refined.
See Also
PeopleSoft Customer Connection Website, http://www.peoplesoft.com/corp/en/login.asp
Ordering Printed Documentation

You can order printed, bound volumes of the complete PeopleSoft documentation that is delivered on your PeopleBooks CD-ROM. PeopleSoft makes printed documentation available for each major release shortly after the software is shipped. Customers and partners can order printed PeopleSoft documentation by using any of these methods: Web Telephone Email
Web
From the Documentation section of the PeopleSoft Customer Connection Website, access the PeopleSoft Press Website under the Ordering PeopleBooks topic. The PeopleSoft Press Website is a joint venture between PeopleSoft and Consolidated Publications Incorporated (CPI), the book print vendor. Use a credit card, money order, cashiers check, or purchase order to place your order.
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General Preface
Telephone
Contact CPI at 800 888 3559.
Email
Send email to CPI at psoftpress@cc.larwood.com.
See Also
PeopleSoft Customer Connection Website, http://www.peoplesoft.com/corp/en/login.asp
Typographical Conventions and Visual Cues

This section discusses: Typographical conventions. Visual cues.
Typographical Conventions
The following table contains the typographical conventions that are used in PeopleBooks:
Typographical Convention or Visual Cue Bold Description Indicates PeopleCode function names, method names, language constructs, and PeopleCode reserved words that must be included literally in the function call. Indicates field values, emphasis, and PeopleSoft or other book-length publication titles. In PeopleCode syntax, italic items are placeholders for arguments that your program must supply. We also use italics when we refer to words as words or letters as letters, as in the following: Enter the number 0, not the letter O. KEY+KEY Indicates a key combination action. For example, a plus sign (+) between keys means that you must hold down the first key while you press the second key. For ALT+W, hold down the ALT key while you press W. Indicates a PeopleCode program or other code example. Indicate chapter titles in cross-references and words that are used differently from their intended meanings.
Italics
Monospace font
? ? (quotation marks)
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General Preface
Typographical Convention or Visual Cue . . . (ellipses)
Description Indicate that the preceding item or series can be repeated any number of times in PeopleCode syntax. Indicate a choice between two options in PeopleCode syntax. Options are separated by a pipe ( | ). Indicate optional items in PeopleCode syntax. When placed before a parameter in PeopleCode syntax, an ampersand indicates that the parameter is an already instantiated object. Ampersands also precede all PeopleCode variables.
{ } (curly braces)
[ ] (square brackets) & (ampersand)
(ISO)
Information that applies to a specific country, to the U.S. federal government, or to the education and government market, is preceded by a three-letter code in parentheses. The code for the U.S. federal government is USF; the code for education and government is E&G, and the country codes from the International Standards Organization are used for specific countries. Here is an example: (GER) If youre administering German employees, German law requires you to indicate special nationality and citizenship information for German workers using nationality codes established by the German DEUEV Directive.
Cross-references
PeopleBooks provide cross-references either below the heading ?See Also? or on a separate line preceded by the word See. Cross-references lead to other documentation that is pertinent to the immediately preceding documentation.
Visual Cues
PeopleBooks contain the following visual cues.
Notes
Notes indicate information that you should pay particular attention to as you work with the PeopleSoft system. Note. Example of a note.
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General Preface
A note that is preceded by Important! is crucial and includes information that concerns what you must do for the system to function properly. Important! Example of an important note.
Warnings
Warnings indicate crucial configuration considerations. Pay close attention to warning messages. Warning! Example of a warning.
Comments and Suggestions

Your comments are important to us. We encourage you to tell us what you like, or what you would like to see changed about PeopleBooks and other PeopleSoft reference and training materials. Please send your suggestions to: PeopleSoft Product Documentation Manager PeopleSoft, Inc. 4460 Hacienda Drive Pleasanton, CA 94588 Or send email comments to doc@peoplesoft.com. While we cannot guarantee to answer every email message, we will pay careful attention to your comments and suggestions.
Common Elements in These PeopleBooks

As of Date Business Unit The last date for which a report or process includes data. An ID that represents a high-level organization of business information. You can use a business unit to define regional or departmental units within a larger organization. Enter up to 30 characters of text. The date on which a table row becomes effective; the date that an action begins. For example, to close out a ledger on June 30, the effective date for the ledger closing would be July 1. This date also determines when you can view and change the information. Pages or panels and batch processes that use the information use the current row. Select Once to run the request the next time the batch process runs. After the batch process runs, the process frequency is automatically set to Dont Run. Select Always to run the request every time the batch process runs. Select Dont Run to ignore the request when the batch process runs.
Description Effective Date
Once, Always, and Dont Run
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General Preface
Report Manager
Click to access the Report List page, where you can view report content, check the status of a report, and see content detail messages (which show you a description of the report and the distribution list). Click to access the Process List page, where you can view the status of submitted process requests. Click to access the Process Scheduler request page, where you can specify the location where a process or job runs and the process output format. An ID that represents a set of selection criteria for a report or process. An ID that represents the person who generates a transaction. An ID that represents a set of control table information, or TableSets. TableSets enable you to share control table information and processing options among business units. The goal is to minimize redundant data and system maintenance tasks. When you assign a setID to a record group in a business unit, you indicate that all of the tables in the record group are shared between that business unit and any other business unit that also assigns that setID to that record group. For example, you can define a group of common job codes that are shared between several business units. Each business unit that shares the job codes is assigned the same setID for that record group. Enter up to 15 characters of text.
Process Monitor Run Request ID User ID SetID
Short Description
See Also
Using PeopleSoft Applications PeopleSoft Process Scheduler
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PeopleSoft CRM Application Fundamentals Preface

This preface discusses: Additional resources. PeopleSoft CRM automation and configuration tools. PeopleSoft CRM services foundation. Note. This PeopleBook documents only page elements that require additional explanation. If a page element is not documented with the process or task in which it is used, then either it requires no additional explanation or it is documented with common elements for the section, chapter, PeopleBook, or product line.
Additional Resources
The following resources are located on the PeopleSoft Customer Connection Website. Access Customer Connection at http://www.peoplesoft.com/corp/en/customer_index.asp
Resource Application maintenance information Business process diagrams Data models Enterprise Integration Point (EIP) catalog Patches + Fixes Support, Documentation, Business Process Maps Support, Documentation, Data Models Support, Documentation, Enterprise Integration Point (EIP) Catalog Implement, Optimize + Upgrade, Implementation Guide, Implementation Documentation and Software, Hardware and Software Requirements Implement, Optimize + Upgrade, Implementation Guide, Implementation Documentation and Software, Installation Guides and Notes Support, Documentation, Documentation Updates Support, Support Policy Navigation
Hardware and software requirements
Installation guides
PeopleBook documentation updates PeopleSoft support policy
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Preface
Resource Product release roadmap Release notes
Navigation Support, Roadmaps + Schedules Implement, Optimize + Upgrade, Upgrade Guide, Upgrade Documentation and Software, Release Notes Implement, Optimize + Upgrade, Implementation Guide, Implementation Documentation and Software, Table Loading Sequences Support, Troubleshooting Implement, Optimize + Upgrade, Upgrade Guide
Table loading sequences
Troubleshooting information Upgrade Documentation
PeopleSoft CRM Automation and Configuration Tools

The PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook discusses automation and configuration tools that are common to multiple CRM applications. This is an essential companion to your PeopleSoft CRM Application Fundamentals PeopleBook. There are three parts to the PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook: Correspondence management. This part discusses manual notifications and correspondence requests. Automation tools. This part discusses PeopleSoft CRM workflow, component event processing, business projects, and scripts. Configuration tools. This part discusses configurable search pages, configurable toolbars, attributes, and industry-specific field labels and field values.
See Also
PeopleSoft CRM Automation and Configuration Tools PeopleBook
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Preface
PeopleSoft CRM Services Foundation

The PeopleSoft 8.8 CRM Services Foundation PeopleBook discusses configuration options that are common to PeopleSoft FieldService and the PeopleSoft call center applications (PeopleSoft Support, HelpDesk, and HelpDesk for Human Resources). There are four parts to the PeopleSoft 8.8 CRM Services Foundation PeopleBook: Entitlement management. Entitlement management enables users to manage agreements and warranties. Solution management. Solution management enables users to establish a set of predefined solutions that can be used by call center agents and field service technicians to resolve customer problems. Time management. Time management enables users to log time for the work performed on service order lines and cases. Environmental Systems Research Institute (ESRI) integration. The integration with ESRI, a mapping software, enables users to view the location of reported cases and the location of field service activity through Map Dashboard.
See Also
PeopleSoft CRM Services Foundation PeopleBook
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Preface
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PART 1
Getting Started
Chapter 1 Getting Started with PeopleSoft CRM Applications
CHAPTER 1
Getting Started with PeopleSoft CRM Applications

This PeopleBook describes functionality common to multiple PeopleSoft CRM applications. This chapter discusses: PeopleSoft CRM application fundamentals overview PeopleSoft CRM cross-product business processes. PeopleSoft CRM cross-product integrations. PeopleSoft CRM cross-product implementation
PeopleSoft CRM Application Fundamentals Overview

This book discusses implementation tasks and business processes that are common to multiple PeopleSoft CRM applications. In particular, this book discusses the main foundational objects shared by all applications: customers, workers, and products. Additionally, this book discusses various cross-product topics such as security and Verity search collections.
PeopleSoft CRM Cross-Product Business Processes

The following business processes are common to multiple PeopleSoft CRM applications: Manage roles and relationships for customers (companies, contacts, sites, consumers) and workers. In PeopleSoft CRM, customers and workers are known as business objects. Manage customer and worker information. Track interactions and activities with customers and workers. Analyze your operations using the PeopleSoft Business Analysis Modeler (BAM) smart views. Deploy customer self-service transactions. Manage product and item information. We discuss these business processes in the business process chapters in this PeopleBook.
Chapter 1
PeopleSoft CRM Cross-Product Integrations

PeopleSoft CRM applications integrate with each other and with other external systems. Application-specific integrations are discussed in the application-specific PeopleBooks. The following integrations apply to multiple products: Integration with PeopleSoft HRMS or other similar systems enables you to synchronize your CRM employee records with your system of record for human resources data. Integration with PeopleSoft Supply Chain Management (SCM) or other similar systems enables you to synchronize your customer and product data across systems which enables many transactions within PeopleSoft CRM such as manage materials in PeopleSoft FieldService and PeopleSoft Support, order taking and tracking in PeopleSoft Order Capture. Integration with PeopleSoft Supply Chain Management and Financials Management Services enables you to display billing information and payment information associated with your customers in the PeopleSoft CRM 360-Degree View. Integration with PeopleSoft Business Analysis Modeler (BAM) enables you to view real-time multi-dimensional smart views that help you analyze and monitor your key performance indicators in your enterprise. Integrations which enable the CRM system to exchange customers with personal information managers such as Microsoft Outlook. The Credit Card enterprise integration point (EIP) enables you to integrate with thirdparty credit card authorization and payment vendors in PeopleSoft Support and the PeopleSoft Collaborative Selling applications. We discuss integration considerations in the implementation chapters in this PeopleBook. Supplemental information about third-party application integrations is located on the PeopleSoft Customer Connection Website.
PeopleSoft CRM Cross-Product Implementation

The PeopleSoft CRM cross-product functionality implementation can be divided into seven phases: Set up PeopleSoft CRM global application tables. Set up customers and workers. Set up customer 360-Degree View. Set up customer self-service. Set up products and items. Set up integrations. Set up PeopleSoft common components. Set up these tables to enable your system to support multiple products in PeopleSoft CRM.
Chapter 1
In the planning phase of your implementation, take advantage of all of PeopleSoft sources of information, including the installation guides, table-loading sequences, data models, and business process maps.
Setting Up PeopleSoft CRM Global Application Tables

In this section, we discuss how to set up PeopleSoft CRM global application tables.
Step 1. Define business units and setIDs. 2. Define currency codes. 3. Define units of measure. 4. Define automatic numbering criteria. 5. Define high-level installation optionsgeneral options and default calendar options. 6. Define countries. 7. Define address formats. 8. Define state codes. 9. Define regions. Reference Chapter 2, Working With Business Units and TableSet Controls, page 15 Chapter 8, Setting Up Currencies, page 95 Chapter 3, Setting Up General Options, Setting Up Units of Measure , page 40 Chapter 3, Setting Up General Options, Defining Automatic Numbering, page 25 Chapter 3, Setting Up General Options, Setting Up PeopleSoft CRM Application Installation Options, page 30 Chapter 3, Setting Up General Options, Setting Up Countries, page 33 Chapter 3, Setting Up General Options, Specifying Address Formats , page 33 Chapter 3, Setting Up General Options, Adding State Codes, page 35 Chapter 3, Setting Up General Options, Setting Up Regions, page 35 Note. This step is not necessary if you have licensed only help desk applications and you do not keep customer data in your PeopleSoft CRM system. 10. Define salutation codes. 11. Define system-wide security options. 12. Define row-level security views. 13. Define row-level security for users. 14. Define user preferences. 15. Define roles that can access sensitive worker information. Chapter 3, Setting Up General Options, Setting Up Salutation Codes, page 39 Chapter 4, Setting Up Security and User Preferences, Setting System-Wide Security Options, page 49 Chapter 4, Setting Up Security and User Preferences, Setting Up Row-Level Security Views, page 50 Chapter 4, Setting Up Security and User Preferences, Defining Row-Level Security for Users, page 52 Chapter 4, Setting Up Security and User Preferences, Defining User Preferences, page 61 Chapter 4, Setting Up Security and User Preferences, Defining Roles that can Access Sensitive Worker Information, page 65
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Step 16. Define note types. 17. (Optional) Define Verity search collections.
Reference Chapter 6, Working With Notes, Setting Up Note Types, page 76 Chapter 9, Setting Up and Using Search Collections, page 103 Note. This is required for the PeopleSoft Call Center, Collaborative Selling, FieldService, and multichannel (ERMS) applications.
18. Define Smart View integration. 19. Define navigation links for the Launch page. 20. Set up case auditing.
Chapter 7, Setting Up and Using SmartViews, page 87 Chapter 5, Setting Up and Using the CRM Launch Page, Setting Up Launch Page Links, page 69 Chapter 10, Setting Up Auditing for Cases and Inbound Email, Setting Up Case Auditing, page 124
Setting Up Customers and Workers

In this section, we discuss how to set up customers (companies, contacts, sites, and consumers) and workers.
Step 1. Define business object and name types. Reference Chapter 13, Defining Control Values for Business Objects, Defining Business Object and Name Types, page 153 Chapter 13, Defining Control Values for Business Objects, Defining Role Types and Categories , page 154 Chapter 13, Defining Control Values for Business Objects, Defining Relationship Types and Categories, page 158 Chapter 13, Defining Control Values for Business Objects, Defining Contact Method Uses, Types, and Purposes, page 161 Chapter 13, Defining Control Values for Business Objects, Defining Component Transfer Navigation , page 165 Chapter 13, Defining Control Values for Business Objects, Defining Segment Codes, page 167 Chapter 13, Defining Control Values for Business Objects, Defining National ID Types, page 169 Chapter 13, Defining Control Values for Business Objects, Defining Industries, page 168 Chapter 13, Defining Control Values for Business Objects, Defining Customer Data Management System Options, page 169
2. Define role types and categories. 3. Define relationship types and categories.
4. Define contact method uses, types, and purposes.
5. Define component transfer navigation.
6. Define segment codes. 7. Define national ID types. 8. Define industries. 9. Define customer data management system options.
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Step 10. Define collectors.
Reference Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, Defining Collector Codes, page 692 Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, Defining Credit Analyst Codes, page 693 Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, Defining Support Team Codes, page 693 Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, Setting up Market Control Codes, page 696 Chapter 3, Setting Up General Options, Setting Up Worker Locations, page 37 Chapter 28, Setting Up and Maintaining Provider Groups and Group Members, Establishing Cost Categories for Workers, page 385 Chapter 28, Setting Up and Maintaining Provider Groups and Group Members, Defining Groups, page 387 Chapter 28, Setting Up and Maintaining Provider Groups and Group Members, Defining Provider Group Members, page 390 Chapter 28, Setting Up and Maintaining Provider Groups and Group Members, Defining Schedules for Provider Groups, page 391 Chapter 28, Setting Up and Maintaining Provider Groups and Group Members, Define Assignment Criteria, page 393 Chapter 28, Setting Up and Maintaining Provider Groups and Group Members, Associating Competencies With Provider Groups, page 395 Chapter 29, Managing Workforce Competencies, Defining Competency Rating Models, page 399 Chapter 29, Managing Workforce Competencies, (Optional) Defining Competency Types, page 400 Chapter 29, Managing Workforce Competencies, Defining Required Competencies, page 400 Chapter 29, Managing Workforce Competencies, Defining Competency Proficiency Levels, page 402 Chapter 31, Defining Holiday Schedules, page 425 Chapter 32, Using Resource Calendars, Defining Task Types, page 431
11. Define credit analysts.
12. Define support team codes.
13. Define market control codes.
14. Define worker locations. 15. Define cost categories for workers
16. Define provider groups. 17. Define provider group members.
18. Defines schedules for provider groups.
19. Define group assignment criteria.
20. Associate competencies with provider groups.
21. Define competency rating model. 22. Define competency types. 23. Define competencies. 24. Define competency proficiency levels. 25. Define holiday schedule. 26. Define task types.
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Step 27. Define monthly calendars. 28. Define daily calendars. 29. Configure relationship views. 30. Define relationship viewer configuration options.
Reference Chapter 32, Using Resource Calendars, Updating Monthly Calendars, page 431 Chapter 32, Using Resource Calendars, Updating Daily Calendars, page 433 Chapter 22, Working With the Relationship Viewer, Configuring the Relationship Viewer, page 283 Chapter 22, Working With the Relationship Viewer, Defining Relationship Viewer Configuration Options, page 285 Chapter 25, Using Quick Create, Setting Up Quick Create, page 328 Note. PeopleSoft CRM provides predefined quick create information. You would only configure additional quick create information if you want to customize the provided information or if you want to create a new component interface to quick create.
31. (Optional) Define additional quick create informationfields, templates, template groups, and component interface information.
32. Define data import global settings. 33. (Optional) Define data import templates. Note. The PeopleSoft CRM data import process can assist you with populating your legacy system customers into PeopleSoft CRM. Chapter 14, Defining Company Business Objects , page 173 Chapter 15, Defining Consumer Business Objects, page 191 Chapter 16, Defining Contact Business Objects , page 209 Chapter 17, Defining Site Business Objects , page 221 Chapter 18, Defining Ad Hoc Business Objects, page 233 Chapter 27, Managing Workers, page 369
34. Populate customer and worker records.
Setting Up the Customer 360-Degree View

In this section, we discuss how to set up the customer 360-Degree View.
Step 1. Set up interaction statuses. 2. Define transactions that can be initiated from the 360-Degree View. Reference Chapter 33, Working with Interactions, Setting Up Interaction Statuses, page 442 Chapter 34, Setting Up the 360-Degree View, Defining Transactions For Use On the 360-Degree View, page 460
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Step 3. Define 360-Degree View tree nodes. 4. Define the 360-Degree View tree and associate nodes with the tree.
Reference Chapter 34, Setting Up the 360-Degree View, Defining Tree Nodes, page 462 Chapter 34, Setting Up the 360-Degree View, Setting Up the Tree, page 468 Chapter 34, Setting Up the 360-Degree View, Setting Up the Nodes, page 469
5. Define the profile information that will appear on 360-Degree View. 6. Configure a role and its associated transaction and node subinteractions when using the 360-Degree View.
Chapter 34, Setting Up the 360-Degree View, Setting Up Profiles, page 472 Chapter 34, Setting Up the 360-Degree View, Configuring a Role, page 475 Chapter 34, Setting Up the 360-Degree View, Defining Transaction Subinteractions, page 477 Chapter 34, Setting Up the 360-Degree View, Defining Node Subinteractions, page 478
7. (Optional) Define user links that can appear on the search page for the 360-Degree View. 8. Assign the search page used to access the 360-Degree View.
Chapter 34, Setting Up the 360-Degree View, Defining User Links That Appear On the Search Page, page 479 Chapter 34, Setting Up the 360-Degree View, Selecting the Search Page Used to Access the 360 Degree View, page 481
Setting Up Customer Self-Service

In this section, we discuss how to set up customer self-service.
Step 1. Assign privileges to users. 2. Assign privileges to roles. 3. Define guest users. 4. Define business user registration. 5. Define multiple self service sites. 6. Define user registration features. 7. Define subjects, topics, email templates, and workflow for the Contact Us self-service feature. 8. Define product registration. Reference Chapter 4, Setting Up Security and User Preferences, Assigning Privileges to Users, page 55 Chapter 4, Setting Up Security and User Preferences, Assigning Privileges to Roles, page 56 Chapter 4, Setting Up Security and User Preferences, Setting Up Guest Users, page 57 Chapter 4, Setting Up Security and User Preferences, Registering Business Users, page 59 Chapter 36, Setting Up Customer Self-Service, Setting Up Multiple Self-Service Sites, page 500 Chapter 36, Setting Up Customer Self-Service, Setting Up User Registration Features, page 501 Chapter 36, Setting Up Customer Self-Service, Setting Up Contact Us Features, page 501 Chapter 36, Setting Up Customer Self-Service, Setting Up Product Registration, page 503
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Setting Up Products and Items

In this section, we discuss how to set up products and items. Note. Item setup is required only if you use the materials management features of PeopleSoft Field Service.
Step 1. Define units of measure for items. 2. Define item control valuesitem families, item groups, stock types, item number controls. 3. Populate items. 4. (Optional) Define additional units of measure for item transactions. 5. Define item assemblies. 6. Define product installation options. 7. Define default installed product rules. 8. Define product groups. 9. Define product categories. 10. Define product brands. 11. Define competitor codes. 12. Define product relations codes. 13. Populate product and installed product records. Reference Chapter 3, Setting Up General Options, Setting Up Units of Measure for Items, page 40 Chapter 39, Defining Items, Defining Item Control Values , page 562 Chapter 39, Defining Items, Defining and Maintaining Items, page 564 Chapter 39, Defining Items, Associating Items With Units of Measure, page 569 Chapter 40, Working With Item Assemblies, Defining Item Assemblies, page 573 Chapter 42, Setting Up Products, Defining Product Installation Options, page 593 Chapter 42, Setting Up Products, Setting Up Default Installed Product Rules, page 594 Chapter 42, Setting Up Products, Establishing Product Groups, page 594 Chapter 42, Setting Up Products, Defining Product Categories, page 596 Chapter 42, Setting Up Products, Defining Product Brands, page 596 Chapter 42, Setting Up Products, Setting up Competitor Codes, page 597 Chapter 42, Setting Up Products, Defining Relations, page 597 14. Define product unit of measures. 15. Define package components. 16. Define product prices. Chapter 42, Setting Up Products, Defining Products, page 599 Chapter 44, Tracking Installed Products, page 655
Chapter 42, Setting Up Products, Assigning Product Unit of Measure, page 609 Chapter 42, Setting Up Products, Defining Package Components, page 610 Chapter 42, Setting Up Products, Establishing Product Prices, page 614
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Step 17. Define product relationships. 18. Define product notes. 19. Define pricing rules. 20. Define product catalog.
Reference Chapter 42, Setting Up Products, Defining Product Relationships, page 619 Chapter 42, Setting Up Products, Defining Product Notes, page 622 PeopleSoft Enterprise Pricer for CRM PeopleBook Chapter 43, Creating Catalogs, page 625
Setting Up Integrations
In this section, we discuss how to set up integrations with other PeopleSoft or third-party systems.
Step 1. Define customer data integration. Reference Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, Integrating Companies, Consumers, Sites, Contacts, and Workers With Other Systems, page 686 Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, Setting Up Interface Defaults for Interfacing Customer and Contact Information, page 691 Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, Market-Enabling the Company, Consumer, Site, and Contact EIPs, page 695 Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, Establishing a Master ID Database, page 697 Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, Integrating Bill and Payment Information, page 700 Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, Mapping Message Data to PeopleSoft CRM Records and Fields, page 701
2. Define worker data integrations.
Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, Integrating with PeopleSoft HRMS or Third-Party HRMS Data, page 685 Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, Integrating Product Information, page 699
3. Define product data integrations.
Setting Up PeopleSoft Common Components

In this section, we discuss how to set up PeopleSoft Common Components.
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Step 1. Define market rate index. 2. Define market rates. 3. Define market rate definition. 4. Define exchange rate details. 5. Purchase Cybersource Internet Commerce Suite version 2. 6. Set up the credit card interface. 7. Set up datasets to implement data distribution. 8. Set up the enterprise integration repository rules. 9. Define enterprise integration points (EIPs). 10. Set up sender/receiver details. 11. Populate the enterprise integration repository 12. Configure enterprise integration security. 13. Set up the PeopleSoft Data Transformer.
Reference PeopleSoft Enterprise Components PeopleBook PeopleSoft Enterprise Components PeopleBook PeopleSoft Enterprise Components PeopleBook PeopleSoft Enterprise Components PeopleBook PeopleSoft Enterprise Components PeopleBook PeopleSoft Enterprise Components PeopleBook PeopleSoft Enterprise Components PeopleBook PeopleSoft Enterprise Components PeopleBook PeopleSoft Enterprise Components PeopleBook PeopleSoft Enterprise Components PeopleBook PeopleSoft Enterprise Components PeopleBook PeopleSoft Enterprise Components PeopleBook PeopleSoft Data Transformer PeopleBook
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CRM Multi-Product Foundation

Chapter 2 Working With Business Units and TableSet Controls Chapter 3 Setting Up General Options Chapter 4 Setting Up Security and User Preferences Chapter 5 Setting Up and Using the CRM Launch Page Chapter 6 Working With Notes Chapter 7 Setting Up and Using SmartViews Chapter 8 Setting Up Currencies Chapter 9 Setting Up and Using Search Collections
Chapter 10 Setting Up Auditing for Cases and Inbound Email
CHAPTER 2
Working With Business Units and TableSet Controls

This chapter provides an overview of PeopleSoft business units, TableSets, and setIDs, and discusses how to: Work with business units in PeopleSoft Customer Relationship Management (CRM). Work with TableSet controls in PeopleSoft CRM. Define TableSet controls.
Understanding PeopleSoft Business Units, TableSets, and SetIDs

As a company grows larger and more complex, it often needs to collect the same type of data across many locations. Using PeopleSoft business units and setIDs, you can organize your businesses by dividing them into logical units other than companies and departments, and you can control, or regulate, how you share your organizational data among those units.
Business Units
Business units are logical units that you create within an organization for reporting purposes. Business units do not have predetermined restrictions or requirements. Business units enable you to define a higher level of reporting for individuals and group them according to functional or administrative tasks or for business purposes. You can define business units to reflect the needs of internal departments or the business structure of the entire enterprise. For example, your business units might be companies, agencies, subsidiaries, divisions, departments, or branch offices, or you might want a single business unit to represent the entire organization.
TableSets
Once youve established business units, you can define TableSets, or groups of tables, for your systemwide control tables, so that you can share the same code values among multiple business units within your enterprise. The TableSet feature also enables you to limit access to specific data to only those users who need it, while maintaining all of your data on the same tables. Sharing TableSets among business units enables you to centralize redundant information while keeping information such as departments decentralized. You can use business units and TableSets to associate a business unit with individuals in your enterprise and to specify how default values for currencies and country codes behave throughout the PeopleSoft enterprise system.
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SetIDs
SetIDs are the labels that identify a TableSet. Business unit and setID functionality in PeopleSoft provides a higher business level for reporting purposes and other business data roll-up. Just as business units organize your company or organization, setIDs help organize your data within the system. PeopleSoft uses tables (control tables and prompt tables) that use a high-level key that enables you to identify and retrieve data from the system. SetID, also a high-level key, has been added to various tables. The setID segregates the data in the control tables. Therefore, many business units can share the same set of data on the physical table in the system.
General
PeopleSoft does not deliver predefined business units. You must decide how to implement this organizational level in your PeopleSoft applications to reflect the structure of your enterprise. You can share business units across any combination of PeopleSoft products or define them in just one PeopleSoft application. Your entire organization may have only one business unit if every department uses the same processing rules. Diversified companies, such as those that have multiple cost centers, divisions, or subsidiaries, usually have multiple business units. Each business units control table data is stored on the TableSet Record Group Control table, which is keyed by business unit. That way, the data from one business unit, although it exists in the same physical database table, is always segregated from that of other business units in the organization. For example, you can have a setID called CRM01 for the customer set control group and a setID called CRM02 for the product set control group for the same business unit. This enables you to share some data and segregate other data for one business unit. Warning! Once you have defined a structure, you cannot delete a business unit. Before creating and securing business units, think carefully about how you want to set up your organizational structure and about what information you want groups of users to access.
Working With Business Units in PeopleSoft CRM

The operations that are supported by different PeopleSoft CRM applications have different types of structures, so the nature of a business unit is different depending on the application. For example, your sales organization (and thus your PeopleSoft Sales CRM business units) might be structured regionally, while your support organization (and thus your PeopleSoft Support CRM business units) might be structured around different product lines. A business unit represents an operational entity for an application. Transactional data in PeopleSoft CRM is associated with business units. For example, leads belong to PeopleSoft Sales business units, and service orders belong to PeopleSoft Field Service business units. Business units can control the following types of processing: Business logic. You enable and disable certain features at the business unit level. For example, in PeopleSoft Field Service, automatic receiving is enabled at the business unit level. Reporting and analysis.
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You monitor a business units operations by reporting on that business units activities. For example, in PeopleSoft Support and PeopleSoft HelpDesk, the Managers Desktop charts and the reports filter data based on business unit. Default values. For example, in PeopleSoft Sales and PeopleSoft Marketing, a default currency is associated with each business unit. Filtering of values for prompt fields. For example, consider a PeopleSoft Support scenario where you set up one business unit to handle software issues and another to handle hardware issues. Now consider the possible values for the case type and product fields in each business unit. Because the call centers handle different types of calls, some values are relevant to software and others are relevant to hardware. Business units enable you to control row-level security, and TableSet control enables you to filter values by business unit. Note. For procedural information about setting up business units, refer to the documentation for the individual applications.
See Also
PeopleSoft 8.8 CRM Marketing Applications PeopleBook, Defining PeopleSoft Marketing Business Units PeopleSoft 8.8 CRM Call Center Applications PeopleBook, Defining Call Center Business Units PeopleSoft 8.8 CRM Sales PeopleBook, Setting Up Sales Business Units
Working With TableSet Controls in PeopleSoft CRM

This section discusses: TableSet control terminology. TableSet control setup. TableSet control scenarios. TableSet control example.
TableSet Control Terminology

The TableSet control architecture uses the following elements: Setup tables These enable you to establish values for fields in your transactional pages. For example, the Case page (a transactional page) includes a case type field. You establish case types in the Case Type setup table. SetIDs
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These enable you to group values for filtering purposes. You create logical groupings of values by associating setIDs with each value. For example, say that you have two call center business units, one for U.S. operations and one for European operations. If you sell different products in the U.S. and Europe, then you would use two setIDs with your products. Creating different setIDs establishes the groundwork for ensuring, for example, that call center agents in the U.S. business unit see only U.S. products. To create setIDs, use the TableSet ID page (PeopleTools, Utilities, Use, TableSet ID). Record groups These are groups of similar setup tables. For example, some record groups are specific to call center setup tables. Theres one record group for the tables that contain problem attributes (case type, category, and so forth), another record group for tables that contain impact attributes (priority and severity), and so on. Additional record groups control setup tables (for example, products and solutions) that are shared with other applications. PeopleSoft-delivered setup tables are already organized into record groups. To review the composition of PeopleSoft CRM record groups, use the Record Group page (PeopleTools, Utilities, Use, Record Group). TableSet controls These associate record groups with setIDs. Each business unit has its own TableSet control. This is how you associate business units with setIDs, and with appropriate values from setup tables. TableSet sharing setIDs to record groups for a business unit. Note that not all record groups are relevant to all business units. For example, case attribute record groups are relevant to call center business units, but not to sales business units. Look at the TableSet definition for an existing business unit to see which record groups are used by which application. To modify TableSet controls for a specific business unit, use the TableSet Control - Record Group page (PeopleTools, Utilities, Use, TableSet ID). Note. The pages where you set up and review setIDs, record groups, and TableSet controls are part of PeopleTools and are documented in the PeopleSoft Application Designer PeopleBook. Because PeopleTools supports TableSet controls based on attributes other than business unit, the PeopleTools documentation uses the generic term set control field. You can use either a business unit or a setID to set up your PeopleSoft CRM TableSet controls. For example, if you are in the product component (in which case, the underlying record is keyed by setID) and you prompt on a field that is also keyed by setID, PeopleTools actually looks for the setID of the prompt record by passing in the product setID. Since PeopleTools doesnt always use business unit, it is important that you set up both the setID and the business unit.
TableSet Control Setup

When you create a new business unit, the system creates a setID with the same name as the business unit. The newly created TableSet control associates all record groups with that setID. This is a convenient shortcut when you have multiple business units with identical or similar TableSet controls.
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If you need to create a new setID before referencing it on the business unit page, use the TableSet Control page (PeopleTools, Utilities, Use, TableSet Control) to create or change the setID for any record groups. The following diagram illustrates the TableSet control setup process.
Manual Processes System Processes
Enter the business unit name and description.
Choose a default setID.
Click the Create BU button
System saves the business unit
System establishes tableSet control for the business unit
The tableSet control associates all record groups with the default setID
(Optional) Modify tableSet control: change the setID for specific record groups
TableSet control setup
TableSet Control Scenarios

Not every organization needs to use the more complex TableSet control capabilities. Consider these scenarios as you decide how your organization will use TableSet controls: You have only one business unit. All of your setup data is valid for that business unit. Therefore, you only need one setID. When you create the business unit, specify this setID as the default. The system creates the TableSet control. Multiple business units use all the same setup data. All of the setup data is valid for all business units. Therefore, you still only need one setID. When you create your business units, you specify this setID as the default for all business units, and the system creates TableSet controls for you. Multiple business units use separate sets of setup data. In this scenario, you have one set of setup data for each business unit. Therefore, you need one setID per business unit. As you create each business unit, you specify its default setID. Once again, the system creates TableSet controls for you. Multiple business units use some shared setup data and some unique setup data.
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This is the only scenario in which you have to configure the TableSet controls. Your business units use different setIDs for different record groups, and therefore the default setID is not valid for all record groups. You still specify a default setID when you create each business unit, but you must override the default later. SetIDs are shared across applications. For example, all PeopleSoft CRM business units have TableSet controls that determine valid products for each business unit. Therefore, when you establish product setIDs, you need to consider how to display products in each PeopleSoft CRM application that you plan to implement. Business units are normally specific to individual applicationsyou set up field service business units and sales business units in separate components. However, some applications can share business units. For example, PeopleSoft Support and PeopleSoft Help Desk can share business units. You set up all call center business units in the Call Center Definition component. You can also relate business units across integrated applications. For example, you can associate call center business units with field service business units for service order integration and with sales business units for sales lead integration.
TableSet Control Example

The following diagram illustrates the most complex TableSet control scenario: multiple business units use some shared setup data and some unique setup data. The diagram represents the business units and setIDs that are established by an organization with three call center business units, one for its U.S.-based help desk operations, one for its U.S. support operations, and one for its European support operations. The organization has these requirements for sharing setup data: There are two sets of case problem attributes (record group RC_03): one for the two support business units and one for the help desk business unit. There is one set of case impact attributes (record group RC_04); all three business units share the values. There are two sets of communication channel attributes (record group RC_07): one set for the U.S.-based business units and one for the European business unit.
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Your Business Units

Business Units TableSet Control
Delivered by PeopleSoft
Record Groups Setup Tables
Your SetIDs
Setup Table Values Case Type SetID Value SUPRT Problem Service Order RMA HDESK Problem Change Req SetIDs
HelpDesk BU HelpDesk Rec Group SetID RC_03 RC_04 RC_07 HDESK SHARE SHARE RC_03 Case Problem Attributes Category BU Support US Support US Rec Group SetID RC_03 RC_04 RC_07 SUPRT SHARE SHARE Case Type
SetID SUPRT
Category SetID Value SUPRT Dishwashers Refrigerators HDESK Hardware Software

Priority SetID Value SHARE Low Standard High Critical
SetID HDESK
BU Support EUR
Support EUR Rec Group SetID RC_03 RC_04 RC_07 SUPRT SHARE EUR01
RC_04 Case Impact Attributes
Priority
SetID SHARE
Severity
RC_07 Communication Channels
Source Contact Method
Source SetID Value SHARESelf-service Telephone Email EUR01 Telephone Email
SetID EUR01
Business units, setIDs, and TableSet controls
Notice the following details in the diagram: Values that are valid for more than one setID have to be set up more than once. For example, both the help desk business unit and the support business units have a case type of Problem. The different business units cannot share this value because they are associated with different setIDs. Therefore, the problem case type is set up twice in the Case Type tableonce under the HDESK setID and once under the SUPRT setID. Setting up case types is simple, involving only a setID, a unique identifier, and descriptive information. But for more complex setup tables (for example, the product table), duplicate data can be difficult to maintain. The more complex your setup tables are, the more you have to gain by sharing values across business units. The Case Type table is part of the record group for case problem attributes (RC_03). Therefore the values for all tables in the RC_03 record group are split into help desk values (associated with the HDESK setID) and support values (associated with the SUPRT setID). The preceding diagram illustrates two different ways of handling setIDs when values are shared by some, but not all, business units:
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- You can have setIDs that correspond to the specific groups of values, as the setup for the record group for case problem attributes (RC_03) illustrates: there is one setID for the support business unit and another setID for the help desk business unit. - You can use a general-purpose setID, such as SHARE, for shared values and use other setIDs on an exception basis, as the setup for the communication channels record group (RC_07) illustrates.
Defining TableSet Controls

This section discusses how to define TableSet controls. Note. This section provides a high-level outline of the steps to follow. For complete documentation for the pages that you use to define TableSet controls, refer to your PeopleTools documentation.
See Also
PeopleTools 8.42 PeopleBook: PeopleSoft Application Designer PeopleTools 8.42 PeopleBook: Administration Tools
Pages Used to Define TableSet Controls

Page Name Call Center Definition, FieldService Definition, Marketing Definition, Order Capture Definition, Quality Definition, or Sales Definition TableSet Control Record Group Object Name
BUS_UNIT_RC1, BUS_UNIT_RF1, RA_BUS_UNIT_TBL, BUS_UNIT_RO1, RQ_BUS_UNIT_TBL, RSF_BUS_UNIT_TBL SETID_TABLE SET_CNTRL_TABLE1
Navigation Set Up CRM, Business Unit Related, [application name] Definition
Usage Create a business unit and its default setID.
PeopleTools, Utilities, Create a setID. Administration, TableSet IDs PeopleTools, Utilities, Administration, TableSet Control PeopleTools, Utilities, Administration, Record Group, Record Group Review and modify a business units TableSet control (which setID is used for which record group). Review the records that are included in a record group.
Record Group
REC_GROUP_TABLE
Defining TableSet Controls

When defining a business units TableSet control, follow these steps: 1. Use the TableSet Control page to create additional setIDs. 2. Create the business unit on the appropriate application-specific page. The system creates the default setID that is specified on the business unit definition page.
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If the business unit uses only its default setID, you are finished; continue to the next step only if the business unit uses setIDs that are other than its defaults. 3. Use the Record Group page (in the TableSet Control component) to map setIDs to record groups. If necessary, use the Record Group page (in the Record Group component) to review which records are in each record group. In addition to setting up business units and setIDs, you must set up appropriate security. See Chapter 4, Setting Up Security and User Preferences, page 41.
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CHAPTER 3
Setting Up General Options

This chapter provides discusses how to set up basic control values that apply to multiple PeopleSoft CRM applications, including: Define automatic numbering rules. Set up PeopleSoft Customer Relationship Management (PeopleSoft CRM) application installation options. Set up address formats and values. Set up regions. Set up worker locations. Set up salutation codes. Set up units of measure for items.
Defining Automatic Numbering

This section provides an overview of automatic numbering options and discusses how to: Define automatic numbering rules. Last numbers. PeopleTools GUIDs.
Understanding Automatic Numbering Options

The system can automatically generate unique numerical identifiers for many PeopleSoft CRM objects by tracking the last number used and increasing the number by one for each new object. Autonumbers come from several sources: autonumbering rules, last numbers, and PeopleTools global unique identifiers (PeopleTools GUIDs).
Autonumbering Rules
When you set up autonumbering rules, you specify number prefixes and set the length of the identifier. You can use different rules for different setIDs or business units. Depending on how you set up autonumbering, numbers can be duplicated between business units. For example, if you use PeopleSoft Computer/Telephony Integration (PeopleSoft CTI) and callers key in a number, such as a service order ID, that is generated through autonumbering rules, be sure to set up autonumbering to ensure that the number is unique across all business units.
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To review which objects use autonumbering rules, review the number types that you can select in the Auto Numbering page. Certain objects that arent keyed by business unit or setID are hard-coded to use rules that you set up under the SHARE or NONE setIDs. The following types of objects are hard-coded to use the SHARE setID: Lead ID Opportunity ID These global objects are hard-coded to use the NONE setID: Attribute Group ID. Person ID. These PeopleSoft CRM for Financial Services objects are hard-coded to use the NONE setID: Alternate Capacity ID. Application Form Instance ID. Bill Amount ID. Bill Payee ID. FSI Location Service ID. FSI Sales Entry ID. Ibank Transaction ID. Partnership ID. Security Trace ID. These PeopleSoft CRM for Communications objects are hard-coded to use the NONE setID: Balance Id for Account Balance. Bill Ids for Telco Bills. Item ID for a Bill. Event ID for a Bill.
Last Numbers
You set only the last number that the system uses to create new identifiers. For each object that uses this method, PeopleSoft delivers a row of data in the Last Number table. You can review the data and change the starting number, but that is the only necessary setup. Numbers are not associated with setIDs, which means that the numbers are guaranteed to be unique across the system. To review which objects use last numbers, review the data that is in the Last Numbers page.
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PeopleTools GUIDs
GUIDs are used only where the number is never visible online; there is no setup associated with these objects. For instance, business object IDs use GUIDs.
Pages Used to Define Automatic Numbering Rules

Page Name Auto Numbering Object Name
AUTO_NUM_PNL
Navigation Set Up CRM, Common Definitions, Codes and Auto Numbering, Automatic Numbering, Auto Numbering Set Up CRM, Common Definitions, Codes and Auto Numbering, Last Numbers, Last Number Types
Usage Define automatic numbering for objects that use numbering rules.
Last Number Setup
RC_LAST_NBR_TYPE
View and reset automatic numbering for objects that use only last numbers.
Defining Automatic Numbering Rules

Access the Auto Numbering page.
Auto Numbering page
SetID
Select the setID that controls the numbering rules. A few objects are hard-coded to use either the SHARE or NONE setID. See Chapter 3, Setting Up General Options, Understanding Automatic Numbering Options, page 25.
Number Type Field Name
Displays the type of object whose rules you are setting up. Displays the field where the number is storedfor most objects, this is the object identifier. The system enters the appropriate field name based on the number type Displays the length of the field, so that you can be sure that the numbers that you generate are not too large for the field. Enter a prefix that is to be placed in front of the number. The prefix can contain up to three alphanumeric characters.
Length Start Seq (start sequence)
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Note. PeopleSoft CTI requires that all user inputs be either all numbers or all letters, but not a mix. Certain autonumbered fields that PeopleSoft CTI users enter (for example, IDs for orders, service orders, and customers) normally can contain a mix of numbers and letters, but if you use PeopleSoft CTI, give these fields autonumbering definitions that use just one or the other. Max Length (maximum length) Last Number Issued Default? Enter the maximum length of the number. This cannot exceed the length of the field. Enter the last number issued. Automatic numbering begins with the next number. Select to activate the associated autonumbering rule to use. If more than one row of autonumbering rules exists, you can activate only one.
Specifying Last Numbers

Access the Last Number Setup page.
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Last Number Setup page
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Note. The preceding screen shot is truncated and does not show all of the objects that use last numbers. Object Type Displays the objects for which you can set autonumbering. The installation process creates a row for each object whose numbering you manage on this page. Displays the table and field name of the object. Enter the last identification number that is in use for this object. Automatic numbering begins with the next number. The numbers from 0 to 20000 are reserved for delivered data. Click this button to increase the last number by one and test the autonumbering functionality.
Record (Table) Name and Field Name Last Number
Setting Up PeopleSoft CRM Application Installation Options

This section discusses how to: Set general options. Set calendar options.
Pages Used to Set Up PeopleSoft CRM Application Installation Options

Page Name General Options Object Name
RB_INSTALLATION
Navigation Set Up CRM, Install, Installation Options, General Options Set Up CRM, Install, Installation Options, Calendar Options Set Up CRM, Install, Installation Options, Alt Character Set Up CRM, Install, Installation Options, Anonymous Object Set Up CRM, Install, Installation Options, HRHD EIP Options
Usage Identify the applications you are using and enter other general options. Define the standard workday and workweek for your enterprise at the time of installation. Determine the alternate characters the system uses for a specific language code. Set up an anonymous business object. Select enterprise integration points (EIPs) that support particular business processes and applications.
Calendar Options
RF_INSTALLATION
Alt Character
ALT_CHAR_PNL
Anonymous Object
RB_ANON_BUS_OBJECT
HRHD EIP Options
RC_HR_INSTALLATION
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Setting General Options

Access the General Options page.
General Options page
PeopleSoft Products Country Exchange Rate Type Collector/Credit Analyst Req. (collector/credit analyst required)
Displays the names of the applications that have been installed in the database. Select the country code for your installation. Enter the exchange rate that you are using for this PeopleSoft installation. Select this check box to make the Collector/Credit Analyst field a required field.
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Market
Enter the market for which you have licensed PeopleSoft CRM. This should be Global unless you have licensed one of the industry applications. In that case, use the market that is applicable to that industry. This is used for the CRM Government product for ESRI integration. If you use the Person Competency EIP to synchronize data with PeopleSoft HRMS, select the type of evaluation that is to be considered a valid competency profile.
Geo Code Integration Use Only Evaluation Type
See Also
Chapter 20, Defining Contact Information for Business Objects, page 241
Setting Calendar Options

Access the Calendar Options page.
Calendar Options page
PeopleSoft CRM uses standard workweek information to determine the start and end time of holidays and to determine worker availability for assignments. You can define standard workdays and workweeks for individuals in the Worker component. In the absence of individual workweek information, the system uses the standard workweek information that is defined on the Calendar Options page. Note. You need to define workweek information only if you want to automatically create entries on workers calendars when a service order is assigned. Default Work Days Start Time and End Time Select the check box for each standard workday. Enter the default start and end times for each workday.
Setting Up Address Formats and Values

Addresses are associated with companies, contacts, consumers, sites, and workers.
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This section discusses how to: Set up countries. Specify address formats. Add state codes.
Pages Used to Set Up Addresses

Page Name Country Description Object Name
COUNTRY_DEFN
Navigation Set Up CRM, Common Definitions, Location, Country, Country Description Set Up CRM, Common Definitions, Location, Country, Address Format
Usage Add or review country definitions.
Address Format
ADDR_FORMAT_TABLE
Configure fields and field descriptions so that addresses conform to the customary address format and conventions of the specified country. Add or review a state or province code. PeopleSoft delivers applications with fully populated state code tables and updates these tables as boundaries and designations change.
State
STATE_DEFN
Set Up CRM, Common Definitions, Location, State
Setting Up Countries
Access the Country Description page. The PeopleSoft system contains fully populated country code tables. PeopleSoft updates these tables as national boundaries and designations change. 2-Char Country Code (two-character country code) EU Member State (European Union member state) Enter the value-added tax registration ID. Select this check box to use euro conventions to translate currencies for this country.
Specifying Address Formats

Access the Address Format page.
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Address Format page
Available
Select to activate the corresponding address field and its label for inclusion as part of the standard address format for this country. When they are entering addresses, users enter a country code, and the system updates the page to display the fields that are appropriate for the specified country. Enter field labels to configure the address format so that it conforms to the countrys address requirements. For example, if you enter Province or Department in the state label field, this value appears as the label of the field on the address page instead of State. Select this check box to activate postal searching functionality for Dutch, Japanese, or UK addresses. For the UK, when you select this check box, the system makes the fields that are in the PeopleSoft GB Systems Information group box available for entry.
Label
Postal Search
GB System Information
This group box is used for UK addresses. Complete these fields if you have the Information Management Toolkit installed and configured. With this GB Information Management application installed, you can look up UK addresses by entering a postcode and, optionally, a house name or number. National Registry Directory Enter the location of the data files containing the postcode information.
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Configuration File Prefix
Enter the location of the PeopleSoft-supplied configuration file (PS_GBSYS.INI).
Adding State Codes

Access the State page. The PeopleSoft system contains fully populated state code tables, complete with descriptions. Numeric Code Enter a code for statistical and reporting purposes.
Setting Up Regions
You can associate regions with customer and worker addresses, provider groups (as part of the groups assignment criteria), sales territories, product definitions, and (in PeopleSoft CRM for Communications) with pools of telephone numbers. This section discusses how to set up regions.
Page Used to Set Up Regions

Page Name Region Object Name
RB_REGION
Navigation Set Up CRM, Common Definitions, Location, Region Codes, Region
Usage Set up regions for use with various PeopleSoft CRM transactions.
Setting Up Regions
Access the Region page.
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Region page
Category
Determines where this region can be referenced in the PeopleSoft CRM system. Select from the following values: Geography: Use this region in addresses, provider group and worker assignment criteria, and pricing definitions. Product Sales: Use this region in product definitions to determine where the product can be sold. Territory Assignment: Use this region when defining territories in PeopleSoft CRM Sales. Number Management: Use this region for number management (for example, pools of telephone numbers) in PeopleSoft CRM for Communications.
Status Region Type
Select Active or Inactive. Select a type that describes the basis for regional divisions. General-purpose types are Country, Phone, Postal, Region, and State. Region is the most generic value, used when none of the other values apply. Types that are specific to PeopleSoft CRM for Communications are Service Area, Postal Wireline, and Postal Wireless. A service area is the top-level region for number management; you typically use postal wireline and postal wireless are for service area subregions.
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Parent Region ID
Enter the region ID for the parent of the region that you are entering. This field sets up the hierarchical relationship for regions and enables you to create parent/child relationships. Displays the entire regional hierarchy, including the current region. .
Region Hierarchy
Setting Up Worker Locations

Locations are associated only with workers; customer-related objects (companies, contacts, consumers and sites) have addresses and regions, but not locations. When you add, delete, or change location information, the system automatically publishes the Location Table EIP message to any other PeopleSoft or third-party applications that subscribe to the message. The message supplies the updated record information so that the data remains current on every database that subscribes to the published message. This section discusses how to: Define locations. Enter location details. Associate time zones with locations.
Pages Used to Set Up Worker Locations

Page Name Location Definition Object Name
LOCATION_TBL
Navigation Set Up CRM, Common Definitions, Location, Location, Location Definition
Usage Maintain address information for a physical location within your organization, such as corporate headquarters, a branch office, or a remote sales office. Enter details for the selected location. Find locations without an associated time zone and assign time zones.
Location Detail
LOCATION_TBL2
Set Up CRM, Common Definitions, Location, Location, Location Detail Set Up CRM, Common Definitions, Location, Location Timezones, Location Timezone
Location Timezone
RB_LOC_TIMEZONE
Defining Locations
Access the Location Definition page.
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Location Definition page
Status Country In City Limit
Select the status of this record as of the associated effective date: Active or Inactive. Select the country for the location. The system adjusts the other address fields based on the address format that is defined for the selected country. If you provide data to a third-party tax provider, selecting this check box identifies the location as one that is subject to applicable city taxes.
Entering Location Details

Access the Location Detail page.
Location Detail page
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Attention Location Detail
Enter the name of the person whose name should appear in the Attention field for correspondence for the location. Enter descriptive text about the location.
Associating Time Zones With Locations

Access the Location Timezone page.
Location Timezone Page
SetID Location Code Show Unassigned Rows Only Search
Select the setID for the locations that you want to view. Enter a full or partial location code for the locations that you want to view. Select if you want to view only locations without a time zone. Click to search for locations that meet the criteria that you entered.
Location Time Zone

Time Zone The Location Timezone group box lists all locations that meet the search criteria. Modify the time zone information as necessary.
Setting Up Salutation Codes

Set up salutation codes to use in correspondence.
Pages Used to Set Up Salutation Codes

Page Name Salutation Table Object Name
SALUTATION_TABLE
Navigation Set Up CRM, Common Definitions, Customer, Salutation Table, Salutation Table
Usage Set up salutations for correspondence with customers.
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Setting Up Units of Measure for Items

PeopleSoft CRM applications use units of measure (UOMs) to quantify items. You establish UOMs on the Units of Measure page and then assign these UOMs to items on the Item Definition page and the Item - Units of Measure page.
Pages Used to Set Up Units of Measure

Page Name Units of Measure Object Name
UNITS_OF_MEASURE
Navigation Set Up CRM, Common Definitions, Units Of Measure, Units of Measure
Usage Establish units of measure for items.
Setting Up Units of Measure

Access the Units of Measure page.
Units of Measure page
To assign a default conversion rate between this UOM and another unit of measure, select a UOM in the Convert To field and enter a conversion rate. The system automatically calculates the inverse conversion rate.
See Also
Chapter 39, Defining Items, page 559 Chapter 42, Setting Up Products, page 587
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Setting Up Security and User Preferences

This chapter provides an overview of application security and discusses how to: Use predefined security roles Set system-wide security options. Set up row-level security views. Define row-level security for users. Define user preferences. Implement self-service security. Define roles that can access sensitive worker information.
Understanding Application Security

This section provides an overview of application security and discusses: Security types. Security terminology. Row-level security options.
Security Types
You can set up data access at different entry points within your system. Security access falls into three categories: Network security. Database security. PeopleSoft application security. Network security controls the overall point of entry into the systems hardware and software resources. Once a user enters the system, database security narrows the scope of user access to information. With an application, you can implement security even at the level of an individual field. Note. Most system users have access to a limited set of functions, pages, and fields that enable them to perform their jobs.
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You control security definitions and the way that they interact. The security options that you select create a matrix that controls user access to data through a series of authorizations. Typically, users must pass through several authorization levels before the system grants them access data.
Security Terminology
Before you can fully enable security, you must understand the security terms and functions at each level of the system.
Security Type Network Where Implemented Network software Function Controls entry into the network and authorizes rights to use shared resources. Controls access to the database.
Relational database management system (RDBMS) User
Operating system
PeopleTools
Controls access to application pages, functions, and business components. Controls access to objects or object groups used in application development. Defines the set of table rows a user can access while making system queries. Restricts access to a subset of data rows within tables to which the user has authority. Enables PeopleSoft application security.
Object
PeopleTools
Query
PeopleTools
Row-level
PeopleTools and PeopleSoft applications
Permission list level
PeopleSoft applications
Row-Level Security Options

You can implement security to prevent individual users or roles from accessing specific rows of data that are controlled by key fields. Likewise, you can restrict users so that they can access only a specific subset of rows. For example, you might set the user ID security for a call center agent in Paris so that the agent can access only the data for a particular European business unit. If you have a team of call center agents in Paris, you could add them all to a role and then use role security to give them all the same access to the system. A user can belong to multiple roles and use the menu items assigned to all of those roles.
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Note. You cannot define row-level security attributes by combining roles. In PeopleTools Security, you designate row-level security for a user by selecting a row-level security role. The row-level security attributes for the role that you select become the security attributes for the user. The following table describes the consequences of row-level security when you use different combinations of system security options and roles.
System Security No security Role of User ID The user ID is not linked to a role. Row-Level Security Not applicable. All users can access every object because you have not implemented security. Defined in the application by key field security. Defined by a row-level security role. If a user ID is not assigned to a row-level security role, then the user has access to menu items but not to any application pages with key fields enabled for row-level security. Users are limited to the key fields specified by the permission list assigned to their user IDs.
User-level security
The user ID is not linked to a role.
Role-level security
A user ID is normally assigned to a row-level security role. You can link a user ID to multiple roles, but not when you specify row-level security.
Permission list level security
All users in a permission list have the same level of security.
You need to define the users or roles that have access to specific business units and setIDs. For example, you might give a particular role access to only one business unit. When a user in the role enters prompts for business units (for example, when entering data that has business unit as the primary key), the available selections include only the business units for which the user has been granted authority. The users available data has been filtered through one or more levels of security. The number of users assigned the same level of security is a key factor in determining whether you base security on user IDs or roles. If a large number of users have identical access requirements, consider using roles. By assigning the users to a single role, you can make subsequent changes to access requirements once rather than many times.
Using Predefined Security Roles

PeopleSoft provides several roles with predefined user profiles and permission lists in the demonstration database. You can use these sample security configurations as delivered, or you can modify them to meet your specific security requirements. The following tables list the predefined user IDs and associated roles.
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PeopleSoft CRM System IDs

User ID SYSADM SYSADM Password Roles System administrator, manager, employee Generic employee Generic manager
EMPL MGR
EMPL MGR
PeopleSoft HelpDesk and PeopleSoft Support User IDs

User ID CCAG CCAG Password Roles Call center agent (PeopleSoft Support) Call center director Call center manager, manager, employee Call center specialist, employee Help desk applications administrator, employee Help desk agent, employee Help desk manager, employee, manager Solution manager, employee Support applications administrator, employee Technical specialist, employee
CCDIR CCMGR
CCDIR CCMGR
CCSPEC HELPAA
CCSPEC HELPAA
HELPAG HELPMGR
HELPAG HELPMGR
SOLTNMGR SUPPAA
SOLTNMGR SUPPAA
TECHSPEC
TECHSPEC
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PeopleSoft FieldService User IDs

User ID DISPATCH DOCMGR DVLENG ENGMGR FSAA DISPATCH DOCMGR DVLENG ENGMGR FSAA Password Roles Dispatcher, employee Document manager, employee Development engineer, employee Engineering manager, employee Field service applications administrator, employee Field service agent, employee Field service engineer, employee Field service manager, employee, manager Field service partner, employee Inventory agent, employee Inventory manager, employee, manager Product manager, employee Purchasing agent, employee Receiving agent, employee Technical support, employee
FSAG FSENG FSMGR
FSAG FSENG FSMGR
FSPART INVAG INVMGR
FSPART INVAG INVMGR
PRODMGR PURCHAG RECAG TECHSUP
PRODMGR PURCHAG RECAG TECHSUP
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PeopleSoft CRM for Financial Services User IDs

User ID FSIACTMGR Password FSIACTMGR Roles PeopleSoft CRM for Financial Services account manager, employee, manager PeopleSoft CRM for Financial Services administrator, employee PeopleSoft CRM for Financial Services, employee PeopleSoft CRM for Financial Services self service, employee
FSIADMIN
FSIADMIN
FSIAGENT
FSIAGENT
FSIS
FSIS
PeopleSoft Interaction Management User IDs

User ID UNIVREP UNIVREP Password Role Universal contact (PeopleSoft Interaction Management), employee
PeopleSoft Marketing User IDs

User ID CAMPMGR MKTAA Password CAMPMGR MKTAA Roles Campaign manager, employee Marketing applications administrator, employee Marketing analyst, employee Marketing creative, employee Marketing manager, employee, Manager Marketing researcher, employee
MKTANAL MKTCRT MKTMGR
MKTANAL MKTCRT MKTMGR
MKTRES
MKTRES
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User ID SRVCONA SRVCONA
Password
Roles Service contract administrator, employee System administrator, employee Telemarketing agent, employee Telemarketing fulfillment agent, employee Telemarketing manager, employee, manager Telemarketing sales representative, employee
SYSADM TELAG TELFFLAG
SYSADM TELAG TELFFLAG
TELMGR
TELMGR
TELSLSREP
TELSLSREP
PeopleSoft Sales User IDs

User ID SLSREP SLSREP Password Roles Inside sales representative, employee Field sales representative, employee Sales manager, employee Lead qualifier, employee Sales applications administrator, employee Sales manager, employee, manager Channel sales manager, employee Wireless Application Protocol (WAP) core
FLDSLSREP SLSMGR LDQUAL SLSAA
FLDSLSREP SLSMGR LDQUAL SLSAA
SLSMGR CHSLSMGR WAPC
SLSMGR CHSLSMGR WAPC
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PeopleSoft Order Capture

User ID OCADMIN OCMGR OCREP OCADMIN OCMGR OCREP Password Roles Order capture administrator Order capture manager Order capture representative
PeopleSoft Order Capture Self Service

User ID GUEST CPSS CPCUST CPBRKR CPSS2 CPCUST2 CPBRKR2 GUEST CPSS CPCUST CPBRKR CPSS2 CPCUST2 CPBRKR2 Password Guest Consumer (B2C) Customer (B2B) Broker Consumer (B2C) Customer (B2B) Broker Roles
PeopleSoft Quality User IDs

User ID QASPEC QASPEC Password Roles Quality assurance (QA) specialist, employee Quality applications administrator employee Quality manager, employee, manager
QAAA
QAAA
QAMGR
QAMGR
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Setting System-Wide Security Options

This section discusses how to: Select system-wide security options. Activate security options.
Pages Used to Set System-Wide Security Options

Page Name Security Options Object Name
SECURITY_OPTIONS
Navigation Set Up CRM, Security, Security Options
Usage Select the type of security to implementuser or roleand the key fields controlled by the security settings. Initiate the process that activates the selected security options.
Apply Security Setup
APPLY_SECURITY
Set Up CRM, Security, Apply Security Setups
Selecting System-Wide Security Options

Access the Security Options page.
Security Options page
Type of Security
No Security Select to disable PeopleSoft application security. All users who are authorized to access a page can select any valid setID or business unit. PeopleSoft CRM applications are delivered with security disabled.
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User ID Level Security
Select to enable PeopleSoft application security by user ID. Users are limited to accessing application pages or prompt values using the setIDs and business units specified by their user IDs. Select to enable PeopleSoft application security by permission list. Users can access only the key fields specified by the permission list to which their user IDs are assigned.
Permission List Level Security
Secured Fields
Business Unit Select to implement security for the Business Unit field, which is the primary key for many transactional data tables. In some situations, the Business Unit field is a non-key field on a record. Select to implement security for the Setid field, which is the primary key for many setup and rules tables. In some situations, the Setid field is a non-key field on a record.
Setid
Activating Security Options

Access the Apply Security page. Enter the appropriate information and click Search. Leave fields blank for a list of all values. You will arrive at this Process Scheduler Request page:
Process Scheduler Request page for Apply Security Setup
Setting Up Row-Level Security Views

This section provides an overview of row-level security views and discusses how to define view security.
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Understanding Row-Level Security Views

Business units and setIDs are maintained in edit tables and can be used as primary keys throughout the system. When a field uses an edit table to select values, you are limited to the values that are defined for the edit table. With PeopleSoft row-level application security, you can which specify values in the edit table are available in a particular view. Views enable you to access data horizontally for multiple tables. Views are SQL statements that filter out data rows. Users with permission to access particular setIDs or business units see only a subset of the values in the edit tables. After you set up views, you can specify which users or roles can access the pages that contain secured field values. Within each page, you can also hide specific fields from particular roles.
Security View Names

PeopleSoft applications are delivered with security views that apply to key fields in the system. You can alter these views or build views of your own. View names include suffixes that reflect the type of security for the view. The following table lists the view name suffixes and describes the corresponding security type.
View Name Suffix NONVW OPRVW CLSVW No security. User security. Permission list security. Security Type
Page Used to Set Up Row-Level Security Views

Page Name Security Views Names Object Name
SECURITY_VIEWS
Navigation Set Up CRM, Security, Security View Names.
Usage Define the type of security for each view in the system. The Apply Security Setups process changes the security view names to match the levels of security for each view. These names use the file extensions for the corresponding security type.
Defining View Security

Access the Security Views page.
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Security Views page
Search Text
Displays the view name prefixes supplied by each application. When you run the Apply Security Setups process, the system searches for view names that begin with these prefixes. If a view name begins with a prefix from this list, the process changes the view name extension to match the security type that you selected in the security options. The system stores the list in the SEC_VIEW_NAMES table, where you can review or update this information. You can also configure new security views for the system on this page. Select the type of fieldsetID or business unitthat the security view affects.
Type
Defining Row-Level Security for Users

This section discusses how to define row-level security for users. After you select security options and set up security view names, define the security-controlled field values that each user or permission list can access. When you secure key fields in the application, the pages that you use depend on the level of system security that you select. If you select user-level security, use the user security pages. If you select role-level security, use the permission list security pages.
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Pages Used to Define Row-Level Security for Users

Page Name BU by Perm List Object Name
SEC_BU_CLS
Navigation Set Up CRM, Security, Unit Classes Click the Search button to select from a list of all available Permission List values or enter a Primary Permission List and click Search. Set Up CRM, Security, Unit Operators Click the Search button to select from a list of all available user IDs or enter a user ID and click Search. Set Up CRM, Security, TableSet Classes
Usage Grant access to a business unit using a permission list.
BU by User ID
SEC_BU_OPR
Grant access to a business unit using a user ID.
SetID by Perm List
SEC_SETID_CLS
Grant access to a TableSet using a permission list.
SetID by User ID
SEC_SETID_OPR
Click the Search button to select from a list of all available Primary Permission Lists or enter a Primary Permission List and click Search. Grant access to a TableSet Set Up CRM, Security, using a user ID. TableSet Operators Click the Search button to select from a list of all available user IDs or enter a user ID and click Search.
Implementing Self-Service Security

This section provides an overview of self-service security and discusses how to: Establish privilege codes and custom privilege codes. Assign privileges to users. Assign privileges to roles. Register Guest users to facilitate consumer self-service registration. Create Company code and password to facilitate business user self-registration.
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Pages Used to Implement Self-Service Security

Page Name Privileges Code Object Name
RB_SRTY_PRIV
Navigation
Usage
Assign User Privileges Assign Role Privileges User Registration
RB_SRTY_PRIV_DELTA RB_SRTY_PRIV_DFLT RX_GUEST_TEMPLATE
Set Up CRM, Security, Define the privileges Self-Service, Privileges Code associated with the privilege codes. Set Up CRM, Security, Assign user privileges. Self-Service, User Privileges Set Up CRM, Security, Self-Service, Role Privileges Set Up CRM, Security, Self-Service, User Registration Set Up CRM, Security, Self-Service, Business User Registration Assign privileges to roles. Register users.
Business User Registration
RX_REP_REG_TABLE
Register business users.
Understanding Privileges Codes

The self-service functionality of PeopleSoft CRM applications includes a predefined set of privilege codes. Assign these privilege codes to users or roles to provide security for particular types of transactions, as defined in the Usage column in the following table.
Privilege Code Description Usage Is Amount Associated? No
ORDERSAVE
Save orders.
Enable users to save orders. (The button is available or unavailable.) Enable users to save quotes. (The button is available or unavailable.) Enable users to update existing addresses. (The button is available or unavailable.) Enable users to update existing contacts. Enable users to add new addresses. (The button is available or unavailable.)
QUOTESAVE
Save quotes.
No
ADDRMAINT
Maintain existing address.
No
ADDRMAINTCNT
Maintain existing contact.
No
ADDRNEW
Add new address.
No
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Privilege Code
Description
Usage
Is Amount Associated? No
ADDRNEWSITE
Convert address to Site.
Enable users to convert the address to Site. (The button is available or unavailable.) Enable users to add a new contact person. (The button is available or unavailable.) Enable users to create a new account. Enable users to view all orders placed by others with an amount less than the amount specified. (The rows are available or unavailable.) Enable users to view all quotes that were placed by others with an amount less than the amount specified. (The rows are available or unavailable.)
ADDRNEWCNTCT
Add new contact person.
No
NEWACCT
Create new account.
No
VIEWALLORDRS
View all orders.
Maybe You can use the operator code for less than (<) or less than or equal to (<=) to include a dollar amount. You can use the operator code for less than (<) or less than or equal to (<=) to include a dollar amount.
VIEWALLQUOTS
View all quotes.
Assigning Privileges to Users

Access the Assign User Privileges page.
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Assign User Privileges page
Define user privileges by associating a person with a Business Contact and assigning privilege codes. The Business Contact is typically a customer that the person represents. The user privileges enable you to define self-service security more specifically than the role privileges. For example, suppose that a contacts role privileges do not enable the contact to update customer address information. If you need to enable a particular contact to update addresses, you could do that by assigning the user privilege to that contact. Conversely, suppose that a contacts role can submit a quote, but you want to revoke a particular contacts privilege to submit quote. You do that by adding the privilege for submitting quotes and then selecting the Revoke check box. Business Contact Name and Privilege Revoke Operator and Amount Enter the business contacts name and the privilege code. Select to revoke a privilege. Use for transactions that are dependent on an amount. You can define privileges that are associated with particular amounts. If the system authenticates the user for the amount, it displays the appropriate information. For the Amount field, only values are relevant; the system does not take the currency into account. Use these fields to associate a default message in case of authorization failure. If authorization fails, the transaction that failed can display the default message or its own message.
Message Set Number and Message Number
PeopleSoft Order Capture Self Service is delivered with two privilege codes that are built to use privilege amounts: View All Orders (VIEWALLORDRS) and View All Quotes (VIEWALLQUOTS). These privileges are associated with an amount that further restricts access to order or quotes over a certain dollar amount.
Assigning Privileges to Roles

Access the Assign Role Privileges page.
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Assign Role Privileges page
Only two business object roles (as defined in the Customer Data Model) are supported with PeopleSoft CRM Self-Service. These are Consumer and Contact.View the sample data for the role privileges and follow the sample as a guideline. If you have transactions for which data filtration is based on an amount, use the Amount field. Amount Message Set Number and Message Number Use this field if you have transactions for which data filtration is based on an amount. Use these fields to associate a default message in case of authorization failure. If authorization fails, the transaction that failed can display the default message or its own message.
Setting Up Guest Users

To administer registration through PeopleSoft CRM self-service, a Guest user ID must be established. The Guest user acts as an administrator and provides the defaults necessary to establish new users.
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User Registration Setup page
User ID
Displays the Guest user ID. The guest user ID is used to make the self-service site available to anonymous users. You can add several guest users associate each guest user with a different business unit defined on the User Preferences page. By defining several guest users, you can provide access to different self-service sites that support different segments of your business. For example, suppose that the user ID GUEST is associated with business unit US001, which sells sporting good products. The user ID GUESTCOMM is associated with business unit COM01, which sells telecommunications products. When you implement these sites, you can define both guest users, and users can access either site depending on the guest user ID that they supply. Similarly, you could make the language of a site dependent on the guest user ID.
Password
Enter the exact password that authenticates the guest user. The user ID and password in combination are either appended to the URL string that provides direct access to the site or is placed in the config.properties file in your tools installation.
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Please refer to the installation instructions for more information about installing direct access to your Website Consumer Name Select the template consumer name. Guest users visiting the self-service site might create their own accounts but only provide minimal information (such as user ID, password, name, email, phone, and address information). The guest user does not enter other required information such as currency, payment method, and carrier information, which is then defaulted from the template consumer.
Process Profile and Primary Assign an appropriate permission list that has access to run batch processes. This permission list is copied to the new user that is created through self-service. Role Name Grant roles for consumer and business users by selecting role names from the lists in the Grant Consumer Role(s) and Grant Business User Role(s) grids. You can add as many roles as you want by selecting the + (add) button. When a consumer is created, the consumer roles you specified are assigned to the new consumer user; and when a business user is created, the business user roles you specified are assigned to the new business user. To enable guest users to create their own user IDs, you must define the roles that a guest user can grant to create self-service users. For example, in the delivered sample data, the GUEST role and the PeopleTools role UPG_ALLPAGES can grant the Consumer role. When the user VP1 signs in to set up the guest user registration, that user can select the Consumer role. When the guest user or an anonymous user registers as a consumer, the system assigns the new user to the Consumer role.
See Also
Chapter 36, Setting Up Customer Self-Service, page 497
Registering Business Users

To administer self-registration as a business user (a contact of a company), access the Business User Registration Setup page and establish a company code and password.
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Business User Registration Setup page
Key
Enter a value that you provide to a company administrator so that their users can self-register and gain access to your site. The company code and key are used to authenticate users who attempt to register at the self-service site. Enter the number of users that you allow to register with this specific company code. Select the Sold To, Bill To, or Ship To values to establish the capacity of the business user representing the company.
Max Registrations Allowed Assign contact Roles
Understanding Custom Privilege Codes

You can define your own privilege codes and associate them with transactions on the User Privileges page and Role Privileges page. After you define the privilege codes, you must add custom code to the transaction that has the custom security level. Here are steps to define a privilege code that prevents consumers from ordering more than $100,000 worth of goods: 1. Define the Order Amount privilege code (CUSTORDAMT). 2. On the Role Privileges page, assign the privilege code to the Individual Consumer role and specify that the amount must be less than 100,000. 3. On the FieldChange event of the Order Submit button, add the following code:
Declare Function IsTransactionAuthorized PeopleCode FUNCLIB_RB.SRTY_PRIV_CD Field Formula; Local number &output_msg_set_nbr, &output_msg_nbr; If Not IsTransactionAuthorized(&roleType, &strPersonID, &numBOIDCustomer,
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CUSTORDAMT, &numAmount, &output_operator_cd , &output_amount_qty , &output_msg_ set_nbr, &output_msg_nbr) Then If All(&output_msg_set_nbr, &output_msg_nbr) Then Error MsgGet(&output_msg_set_nbr, &output_msg_nbr, "Message Not Found."); End-If; End-If;
In the preceding code example, pass &roleType as 9 (the Individual Consumer role). Pass &strPersonId as the person ID, and pass &numBOIDCustomer as the customers business object ID. The privilege code is CUSTORDAMT, which is your defined custom privilege code. &numAmount is the amount of the customers order. The remaining parameters are output parameters that you do not need to pass. Use the delivered PeopleSoft CRM Self-Service code as an example to customize security of other transactions.
Defining User Preferences

User preferences are associated with user IDs. When you create user IDs for implementation team members and PeopleSoft users, define preferences for each user. This section discusses how to: Define overall preferences. Define call center preferences. Define sales preferences.
Pages Used to Define User Preferences

Page Name User Preferences - Overall Preferences User Preferences - Call Center Preferences User Preferences - Sales Preferences Object Name
OPR_DEF_TABLE_RB1
Navigation Set Up CRM, Security, User Preferences, Overall Preferences Set Up CRM, Security, User Preferences, Call Center Preferences Set Up CRM, Security, User Preferences, Sales Preferences
Usage Define overall preferences for a specified PeopleSoft user. Define preferences for call center agents and other users of the Case component. Define preferences for sales representatives.
OPR_DEF_TABLE_RC
OPR_DEF_TABLE_RSF
Defining Overall Preferences

Access the Overall Preferences page.
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Overall Preferences page
Business Unit
Select the users default business unit. Select a business unit that is valid for the pages the user normally accesses. Users who access the product catalog (including PeopleSoft Order Capture Self Service guest user IDs) must have an order capture business unit as their default. If a business unit other than an order capture business unit is the default, the user cannot access the product catalog at all. If no default business unit is selected, then the systems default order capture business unit controls the users access to the product catalog. Note. This field is not used to determine the default business unit in the agent-facing and self-service case components in PeopleSoft Support and PeopleSoft HelpDesk. Use the User Preferences - Call Center page to set the defaults for those components.
SetID
Select the default setID for this user. The setID represents a set of control table information. SetIDs enable business units to share a set of control table information. Select the default date to be used as the as of date when running date-driven reports and processes. Select the country code for the localization country. Enter a default requester ID to appear on requisitions initiated by this user from the Manage Material component in PeopleSoft FieldService or the RMA Form (return material authorization form) component in PeopleSoft Support.
As of Date Localization Country Requester
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Important! If you integrate with PeopleSoft Purchasing, the requester ID must be a valid user ID and requisition requester in PeopleSoft Purchasing. Role Type ID If a self-service user has multiple roles, select the role type to be used as the default when signing in to the self-service site. The only supported role types for self-service users are Individual Consumer (role type 9) and Contact (role type 8). For self-service users who can represent multiple companies, enter the company whose data appears when the contact first signs in. A self-service users preferred market determines what data is available when the user signs in to the self-service site. Select to activate the fields that support alternate character functionality in application pages that are so enabled. The alternate character fields will not appear on application pages until you select this check box.
Company Name Market Alternate Character Enabled
See Also
Chapter 12, Implementing Alternate Character, page 137
Defining Call Center Preferences

Access the Call Center Preferences page.
Call Center Preferences page
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Business Unit Defaults

Help Desk Support Self-Service Help Desk and Self-Service Support Select the users default PeopleSoft HelpDesk business unit. This determines the default business unit in the Case Search page in PeopleSoft HelpDesk. Select the users default PeopleSoft Support business unit. This determines the default business unit in the Case Search page in PeopleSoft Support. These fields apply only to PeopleSoft HelpDesk self-service users and PeopleSoft Support self-service users, respectively. Select the default business unit for users accessing new or existing cases. If a self-service user selects a different business unit during a transaction, the selected business unit becomes the new default business unit and the data in the User Preferences - Call Center Preferences page is updated accordingly. If you do not permit self-service users to change the business unit, then all cases that they create are associated with the default business unit For the PeopleSoft Support users, the default business unit must be one for which the customers setID is valid.
Case Search Characteristics

Maximum Rows in Case Search The Case Search page returns a list of results that match the search criteria specified by the user. Enter the maximum number of search results to be displayed at one time. Users can scroll through any additional results. The maximum number that you can enter is 300. The Case Search page enables users to reuse search criteria. Select this check box to have the system perform the search immediately when the user selects a saved search. This is the most efficient way to handle saved searches. If you leave this check box clear, selecting a saved search populates the search criteria fields but does not execute the search. This setting enables users to modify the search criteria. Remember that when search criteria uniquely identify a row of data, performing the search takes the user directly to the Case page. Therefore, a user can only view or modify a saved search that uniquely identifies a row of data if this check box is clear. Automatically Search PIN & SIN (automatically search personal identification number and site identification number) Select to bring valid PINs and SINs to the attention of agents when they create new cases. When selected, the search results grid in the Case Search page (in Add a New Case mode) includes all valid PINs and SINs for the customers and contacts that meet the search criteria. In effect, the system behaves as if the agent had entered the % wildcard in both the PIN and SIN search criteria fields. This option applies only to PeopleSoft Support. Automatic PIN and SIN searching can affect search performance.
Auto execute saved search?
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Frequently Used Solution

Maximum Solutions to Display Enter the maximum number of solutions to be displayed on the Frequently Used Solutions page.
Defining Sales Preferences

Access the Sales Preferences page.
Sales Preferences page
Sales Defaults
Sales Business Unit Tree Name Assignment Group This is the assigned business unit. This is the default Sales Territory Tree that the Sales user can be assigned to You can select what kind of Assignment Group you want this Sales user to appear in. Note. Assignment Group is part of Territory Assignment criteria. Field Delimiter This is used for lead import. You can choose to use delimiters other than the comma, such as the semi-colon.
Defining Roles that can Access Sensitive Worker Information

PeopleSoft uses Enterprise Integration Points (EIPs) to transmit worker data from the HRMS database to the CRM database. Most of the data that CRM subscribes to from HRMS is sensitive data. Some users, however, should not have access to this data. To give users access to sensitive and semi-sensitive data, you must select the roles associated with the users and then indicate what type of information will be available to them: either confidential or home contact information.
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Users who have sensitive (confidential) data access defined in the Secured Worker Role setup page, can view DOB (date of birth), Age, National ID, Gender, and Employee Status fields in the Worker component; otherwise, the system will hide this information. For users who have semi-sensitive data (home contact) access, they will be able to view Home Address, Home Phone, Home Email, and Home Pager fields for a worker. If a role doesnt have access to sensitive or semi-sensitive data, then all users belonging to the role will not be able to view the associated fields on the pages in the Worker component. Warning! When users have access to sensitive or semi-sensitive data, the system makes the fields editable on some pages. If a user modifies a field in CRM, the changes could be overwritten the next time an HRMS message is transmitted to CRM, since the information comes over to CRM through a one-way transmission from HRMS.
See Also
Part 4, Workforce Management, page 367
Page Used to Define Roles that can Access Sensitive Worker Information
Page Name Secured Worker Role Object Name
RB_ROLE_WORKER
Navigation Set Up CRM, Security, Secured Worker Role
Usage Define user roles that can access sensitive and semi-sensitive worker information.
Defining Roles that can Access Sensitive Worker Information

Access the Secured Worker Role page.
Secured Worker Role page
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Role Access to Data

Role Name Select the role that needs access to sensitive and semi-sensitive data. The roles defined in the example here are from sample data that is delivered with the application. If you want to create your own roles and use them here, you must first define them in the pages of the Roles component PeopleTools, Security, Permissions & Roles, Roles. Select this check box to enable the role to have access to the following worker fields: Gender, DOB, Age, National ID, and Employee Status. Select this check box to enable the selected role to have access to the following worker fields: Home Address, Home Phone, Home Email, and Home Pager.
Confidential Information Home Contact Methods
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Setting Up and Using the CRM Launch Page

This chapter provides an overview of the CRM Launch page (Customer Relationship Management Launch page) and discusses how to: Set up Launch page links. Use the Launch page.
Understanding PeopleSoft CRM Launch Page

This section discusses: Launch page functionality. Launch page setup.
Launch Page Functionality

The Launch Page displays a set of links that is specific to a users role or roles. Having a role-based launch page enables users to quickly navigate to frequently used components instead of drilling into the main menu.
Launch Page Setup

Setup for the Launch page involves defining links and link icons for each role. You give a priority order to roles, as well as to the links for a specific role. Order links by role and then by link. A link thats defined for more than one role appears only once, under the role with the highest priority.
Setting Up Launch Page Links

The section discusses how to: Define single-role launch pages. Define launch page links.
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Pages Used to Set Up Launch Page

Page Name Launch Page Setup Object Name
RB_LAUNCHPAGE_CFG1
Navigation Set Up CRM, Common Definition, Launch Page Setup Set Up CRM, Common Definition, Launch Page Setup Click on the View Detail link
Usage Select roles and assign priorities to each role. Modify the existing links or define additional links for the Launch page.
Details for Roles
RB_LAUNCHPAGE_CFG
Defining Single-Role Launch Pages

Access the Launch Page Setup page.
Launch Page Setup page
Priority View or Edit Details
Sets the level of priority for different roles. For a user with multiple roles, links of a role with a higher priority (lower number) will take precedence. Click to modify the existing links or define additional links for the Launch page.
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Defining Launch Page Links

Access the Details for Role page.
Details for Role page
Order Portal Object Name Image Name
Displays the order of the portal object. Lists the content references to connect to. Defines the image that is to accompany the link.
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Viewing the Launch Page

Users can access different links depending on their role definition.
Pages Used to View the Launch Page

Page Name Launch Page Object Name
RB_LAUNCHPAGE
Navigation Click the Launch Page link on the Main Menu.
Usage Access quick links defined by role.
Viewing the Launch Page

Access the Launch Page page.
Launch Page page
Role
Lists all the roles that are available to the user and the roles that were defined in the Launch page setup.
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Working With Notes

This chapter provides an overview of notes and discusses how to: Set up note types. Use standard notes and product notes View and enter notes. Add attachments to notes.
Understanding Notes
This section discusses: Components that use notes. Note types. Notes display options. Attachment storage.
Components That Use Notes

Although the interface that you use for notes is the same throughout PeopleSoft CRM, different parent objects have different Notes pages. The following table itemizes the notes pages throughout the system.
Object Name PROD_ATT RA_CAMPAIGN_NOTE, RA_CM_NOTE_SUMRY, RA_CM_ATCH_SUMRY RA_CONTENT_NOTE, RA_CNT_NOTE_SUMRY RA_LIST_NOTE, RA_LST_NOTE_SUMRY RA_OFFER_NOTE, RA_OFR_NOTE_SUMRY Parent Component Product (has attachments but no notes) Campaign Detail
Manage Content (has notes but no attachments) List Detail (has notes but no attachments) Maintain Offer (has notes but no attachments)
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Object Name RC_CASE_NOTE RC_CASE_RSLN_NOTE RC_SOLN_NOTES RD_COMPANY_NOTE RD_PERSON_NOTES, RD_SITE_NOTE RD_SITE_NOTE_2 RE_NOTES, RE_NOTE_SUMMARY RF_RMA_NOTE RF_SO_NOTE RF_SERVICE_NOTE RO_NOTE RQ_DEFECT_NOTE, RQ_DEF_NOTE_SUMRY, RQ_DEF_ATCH_SUMRY RQ_FIX_NOTE, RQ_FIX_NOTE_SUMRY, RQ_FIX_ATCH_SUMRY RSF_LEAD_NOTE RSF_OPP_NOTE
Parent Component Case (PeopleSoft Support and HelpDesk) Resolution (PeopleSoft Support and HelpDesk) Solution Company Consumer, Representative, and Worker Site
Self-service order RMA Form Service Order Service Orders and quotes Defect
Fix
Sales Lead Details Opportunity Details
Note Types
Notes pages differ slightly based on the parent object. For example, case notes and order notes have a visibility field that determines whether self-service users can see the note when they look at the parent object. Other objects that are not accessible through self-service do not have this field.
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Most differences are self-explanatory. However, there is one hidden difference: the Note Type field that appears in some components derives its values from different places depending on the parent object.
Parent Object Business objects: Company, Consumer, Representative, and Site Case and Solution Source of Valid Note Types Note Type page (BC_NOTETYPE_TBL), found under Set Up CRM, Common Definitions, Notes Case and Solution Note Type page (RC_NOTETYPE), found under Set Up CRM, Common Definitions, Notes Order or Quote Capture Notes page (RO_NOTE), found under Orders and Quotes, Search Order and Quotes, Notes Translate (xlat) table. Notes for other objects do not include a Note Type field.
Order/Quote
Campaign Detail Other objects
See Also
Chapter 6, Working With Notes, Setting Up Note Types, page 76
Notes Display Options

Notes are displayed using the following views. Some instances of notes do not enable users to see some views.
Note Details
The note details view displays complete information for a single note, including a list of attachments that is associated with the note.
Notes Summary
The notes summary view lists all existing notes. A paperclip icon that is next to a note indicates that attachments are associated with it. In some components, the notes summary is its own page. In other components, the notes summary is part of a more general page. For example, in the Service component, notes that are related to a specific service activity appear on the Service Activity page. More general notes that are about the service appear in the Notes page in the Service component. Case notes can be associated with the case itself or with a resolution in the case. The notes summary view that is in the Case component displays both types of notes together. A resolution icon identifies notes that are part of a resolution.
Attachments Summary
The attachments summary view lists attachments that are associated with the component, along with a summary of the associated note.
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Whereas the note details view displays attachments associated with the currently displayed note, the attachments summary view displays all attachments without regard to the associated note. Not all components have an attachments summary. For example, service notes, service activity notes, and RMA notes do not display the attachment summary. Components that do not support attachments (for example, several PeopleSoft Marketing components) also do not have an attachments summary view.
Attachment Storage
To support attachments, you must set up a server to store them and configure the system to access the server. To configure the system, use the URL Maintenance page (Uniform Resource Locator Maintenance page) to specify a URL for each component that supports attachments. This setup is part of the PeopleSoft CRM installation process. Storing all attachments on a central server ensures that the attachment is available to all users. When you add an attachment to a component, you identify the file that is to be attached. Once you identify the file, the system uploads the attachment to your attachment server. Files stored as attachments have two names. The original name of the file at the time it was uploaded is stored in the ATTACHUSERFILE field. A system-generated unique file name is stored in the ATTACHSYSFILENAME field. Because this name is guaranteed to be unique, this is the actual name of the file on the file server. The different objects that store attachments have different file-naming patterns for generating the ATTACHSYSFIULENAME value, but all patterns are based on the ATTACHUSERFILE file name. For example, system names for case attachments are formed by concatenating the case number, the letter C, the note sequence number, the letter R, the attachment sequence number, and the original file name. The following code represents this pattern:
CASE_ID||"C"||NOTE_SEQ_NBR||"R"||ATTACH_SEQ_NBR||ATTACHUSERFILE
Except in the Product component, attachments are associated with a note rather than associated with the notes parent object. When you click the link for an existing attachment, the system launches the attachment. If the attachment is an executable or batch program, the system runs the program. If the attachment is any other type of file, the system handles it according to your operating systems rules, either opening the file in a new browser window, prompting for a location to download the file, or offering a choice between these two actions.
See Also
PeopleSoft CRM Installation documentation
Setting Up Note Types

This section discusses how to: Set up CDM note type. Set up case and solution note type. Set up product note types.
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Pages Used to Set Up Note Types

Page Name CDM Note Type Object Name
BC_NOTETYPE_TBL
Navigation Set Up CRM, Common Definitions, Notes
Usage Define note categorization codes that you can reference on the notes pages available in the Company, Consumer, Site, Representative, and Worker components. Define note categorization codes that you can reference on the notes pages available in the Case and Solution components. Define note categorization codes that you can reference on the notes pages available in the Product components.
Case and Solution Note Type RC_NOTETYPE
Set Up CRM, Common Definitions, Notes
Product Note Type
NOTE_TYPE
Set Up CRM, Common Definitions, Notes
Setting Up CDM Note Type

Access the CDM Note Type page.
CDM Note Type page
The CDM Note Type page is not setID controlled.
Setting Up Case and Solution Note Type

Access the Case and Solution Note Type page.
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Case and Solution Note Type page
A setID controls the Case and Solution Note Type page.
Setting Up Product Note Types

Access the Product Note Types page.
Product Note Types page
The setID and the effective date control the Product Note Type page.
Using Standard Notes and Product Notes

This section discusses how to: Create standard notes. Create Product notes.
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Pages Used to Set Up Standard Notes and Create Product Notes

Page Name Standard Note Object Name
STD_NOTE
Navigation Set Up CRM, Common Definitions, Notes
Usage Creating a product note. Users can create a custom product note or use the standard note template.
Product Note
PROD_NOTE
Product CRM, Product Notes Attach notes to a product. There are two types of notes: standard notes, which are predefined, and custom notes, which are used to address unique situations.
Creating Standard Notes

A user can select a standard note when creating a product note. Using the standard notes selection enables the user to set up and reuse information. Access the Standard Notes page
Standard Notes page
Effective Date Status Description Search Key Words
Enter the date on which a table row becomes effective. Indicates whether a row in a table is Active or Inactive. Enter up to 256 characters of text . Creates a report that lists all notes that contain certain key words.
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Print On Document
Not applicable to standard notes.
Creating Product Notes

Access the Product Notes page.
Product Notes page
Effective Date Status Descriptions Search Key Words Print On Documents
Enter the date on which a table row becomes effective. Indicates whether a row in a table is Active or Inactive. Enter up to 256 characters of text . Creates a report that lists all notes that contain certain key words. Choose the print locations for notes in the group box.
Viewing and Entering Notes

This section discusses how to: Create notes. View all notes. View all attachments.
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Page Used to View and Enter Notes

Page Name Notes Object Name
PROD_ATT, RA_CAMPAIGN_NOTE, RA_CM_NOTE_SUMRY, RA_CM_ATCH_SUMRY, RA_CONTENT_NOTE, RA_CNT_NOTE_SUMRY, RA_LIST_NOTE, RA_LST_NOTE_SUMRY, RA_OFFER_NOTE, RA_OFR_NOTE_SUMRY, RC_CASE_NOTE, RC_CASE_RSLN_NOTE, RC_SOLN_NOTES, RD_COMPANY_NOTE, RD_PERSON_NOTES, RD_SITE_NOTE, RD_SITE_NOTE_2, RE_NOTES, RE_NOTE_SUMMARY, RF_RMA_NOTE, RF_SERVICE_NOTE, RF_SO_NOTE, RO_NOTE, RQ_DEFECT_NOTE, RQ_DEF_NOTE_SUMRY, RQ_DEF_ATCH_SUMRY, RQ_FIX_NOTE, RQ_FIX_NOTE_SUMRY, RQ_FIX_ATCH_SUMRY, RSF_LEAD_NOTE, RSF_OPP_NOTE
Navigation Varies by component: refer to the documentation for the parent component.
Usage Create or update notes and add attachments.
Creating Notes
Access the Notes page.
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Notes page: Note Detail view
Navigational Links
Summary of Notes Summary of Attachments Click to access the notes summary view. Click to access the attachments summary view. This functionality is not available in all components.
Notes
Notes appear in reverse chronological order. Added Summary Displays the date and time when the note was added and the name of the person who added the note. Enter a short summary of the note. If you do not enter a value, the system enters the first fifty characters of the Details field into this field when you save the note. Enter the full text of the note. Select a classification for the note. Values are defined differently depending on the parent object. This functionality is not available in all components. Click to create a new note. This button does not add an attachment to the current note; it creates a new note to which you can add attachments.
Details Note Type Add Note or Attachment
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Fields Specific to Case Notes

Resolution Summary Case notes can be associated with the case as a whole or with a specific case resolution. If the note is associated with a resolution, a link with the resolutions summary text appears in the note details view. Click to access the resolution. To create a note that is part of a resolution, go to the resolution details page and click the Add Note button there. Visibility Select which users have access to this note. Select All if there are no access restrictions. Select Internal to hide the note from self-service customers. Cases, orders, and quotes are the only objects with notes that external self-service users see. Origin Customer and Contact Employee Contact Note Contact Displays whether the note was created by an internal user by a self-service user. In PeopleSoft Support cases, when the note relates to an interaction with a customer, identify the customer and contact. In PeopleSoft Support cases, when the note relates to an interaction with another worker, identify that worker. In PeopleSoft HelpDesk, when the note relates to an interaction with a worker, identify the worker.
Attachments
This grid displays only the attachments that are associated with the current note. To view a list of all attachments, independent of their associated notes, use the attachments summary view. File Name The system automatically enters the file name when you create the attachment. (This is the files original name, not the system-generated name used to ensure unique file names on the server.) The file name is also a link to the file; click to access the attachment. Enter a description if the file name is not descriptive enough. This field can contain up to 35 characters. If you need additional descriptive text, use the note for that information. Click to delete the attachment. Deleting an attachment removes the reference to the attachment and deletes the file from the server. Click this button to add a new attachment.
Description
Delete Attach a File
Viewing All Notes

Access the Note page.
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Notes page: Note Summary view
Select
Select to send notes to someone. The system does not send selected notes until you click the Email Selected Notes button. Use the Select All and Clear All links to facilitate the selection process. Indicates attachments that are associated with the note. Appears only in the Notes page in the Case component of PeopleSoft Support and PeopleSoft HelpDesk. Indicates that the note is associated with a specific resolution rather than with the case itself.
Summary Email Selected Notes
Click to view the note details. Click to send selected notes (but not the associated attachments) to a recipient that you specify. The system sends all selected notes, regardless of the visibility setting. When you click this button, the system displays the Send Notification page, where you can select a recipient and a delivery method (email or worklist). You can review and edit the message text before sending the notification. The default notification text depends on the component. When you email notes from a case, the default text comes from the SEND_SELECTED_NOTES email template. In other components, the default text is hard-coded.
Viewing All Attachments

Access the Notes page. Click the Summary of Attachments link.
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Notes page: Attachments Summary view
Not all components provide an Attachments Summary view. Most fields are the same as those in the Note Details view. Click the link in the Associated Note column to display the note details. Click the link in the File Name column to launch the file in a new browser window.
Adding Attachments to Notes

This section discusses how to add an attachment to notes.
Pages Used to Add Attachments to Notes

Page Name Add Attachment Object Name
AddAttachment
Navigation
Usage
Click the Attach a File button Select a file to upload as on the Notes page. an attachment.
Adding Attachments to Notes

To add an attachment: 1. Access the attachments parent object. Normally you add attachments to notes. In the Product component, however, you add attachments directly to the product. 2. Click the Attach a File button. The Attach File page appears. Enter the full path (including the file name) of the file you want to attach. 3. On the Attach File page, click the Browse button. The Choose File dialog box appears. 4. In the Choose File dialog box, select a file and click Open.
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After you select the file, the Attach File page reappears. The system enters the full file path (including the file name) of the file to be uploaded. 5. On the Attach File page, click the Upload button. The system uploads the specified file to the server that is configured to store all of the PeopleSoft CRM attachments. Large files may take a long time to upload. When the upload is complete, the system displays Note Details view again. If the upload was successful, the file appears on the page. 6. Add descriptive information about the file. If the parent object is a note, you can also use the note to record a longer comment about the attachment. 7. Save the component.
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Setting Up and Using SmartViews

This chapter provides an overview of SmartViews and discusses how to set up SmartViews .
Understanding SmartViews
This section discusses: Business Analysis Modeler setup. SmartViews launch.
SmartViews
CRM SmartViews enable users to view transactional data in multidimensional online reports. SmartViews enable you to categorize information in several ways. For example, consider a call center PeopleSoft Business Analysis Modeler report with two dimensions: customer and product. Users can display the number of cases in four ways: by customer, by product, by customer and then by product, or by product and then by customer. SmartViews can have more than two dimensions, enabling users to organize data in a variety of ways that serve various business purposes. Users drag and drop the available dimensions to reconfigure the SmartView as they use it. Users can also filter SmartView data by selecting a single value for any dimension. For example, a user can limit the SmartView so that it shows cases for one customer, organized by product and then by month. This gives the agent an overview of which products are giving that customer trouble and whether the number of cases that are reported against each product is decreasing over time. SmartViews are based on the PeopleSoft Business Analysis Modeler tool that PeopleSoft delivers with the PeopleSoft CRM application. Organizations can use PeopleSoft Business Analysis Modeler, in addition to other reporting tools, such as Crystal, to create additional SmartViews or modify the ones that PeopleSoft delivers.
PeopleSoft Business Analysis Modeler Setup

Because SmartViews use PeopleSoft Business Analysis Modeler, organizations must define PeopleSoft Business Analysis Modeler integration for each report. Perform this setup in the Analytics Installation Options component, which is located atSet Up CRM, Install, Analytics Installation Options and has three pages: Model Definition. Query Definition. Data Source Definition.
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Model Definition
Use this page for generic connection information, which you must set up for each SmartView.
Query Definition
This page displays information about the database query that is performed against the CRM system to fetch the information that the SmartView requires. Do not modify this system data for delivered SmartViews.
Data Source Definition

Use this page for OpenQuery settings for the CRM database; the system sends these to PeopleSoft Business Analysis Modeler so that it can securely access the data in the CRM system. Although this information is generic to all PeopleSoft Business Analysis Modeler reports, you must set up it for each report.
SmartView Launch
When a user accesses a SmartView directly from the menu navigation, a run control page appears. The user enters the report criteria on this page. Default values for all fields are based on the run control that the user last used; if the user doesnt need to change the criteria, one launches the SmartView. Alternatively, the user can select a different run control, which updates the default values for the other fields, or the user can directly edit the criteria fields. The run control criteria (all fields except the run control name) are specific to the SmartView that is running. Note. More information can be found in Supplemental Installation Instructions for PeopleSoft 8.8 CRM Applications, Installing PeopleSoft CRM Smart Views and Business Analysis Modeler 8.1 Installation Guide located on the PeopleSoft Customer Connection Website at http://www.peoplesoft.com/corp/en/customer_index.asp.
Setting Up SmartViews
This chapter discusses how to: Set up PeopleSoft Business Analysis Modeler Web Defaults View Query Definitions Set Up PeopleSoft Business Analysis Modeler Connectivity
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Pages Used to Set Up SmartViews

Page Name Model Definition Object Name
CR_INSTALL_OPT_GEN
Navigation
Usage
Set Up CRM, Install, Mobile, Identify the uniform Analytics Installation Option resource locator (URL) to the PeopleSoft Business Select the Model Definition Analysis Modeler Web tab. server and the local drive where PeopleSoft Business Analysis Modeler is located. Set Up CRM, Install, Mobile, Set the maximum days for Analytics Installation Option reporting and view a list of query binds. Select the Query Definition tab. Set Up CRM, Install, Mobile, Set up the open database Analytics Installation Option connectivity (ODBC). Select the Data Source Definition tab.
Query Definition
CR_INSTALL_SEQ_GEN
Data Source Definition
CR_INSTALL_CON
Setting Up PeopleSoft Business Analysis Modeler Web Defaults

Access the Model Definition page.
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Model Definition page
Model Name Description
Displays the object name of the PeopleSoft Business Analysis Modeler model. Describe the model name. This is a required field.
Gateway Web Server Defaults

URL Displays the domain name that is used to connect to the PeopleSoft Business Analysis Modeler server. This is a required field. It is generally in the following format: http://[bam_server_domain]/bam/gateway.asp. You can add an optional argument ?debug=Y to help with debugging. Click to test connectivity to the PeopleSoft Business Analysis Modeler gateway; a message appears that indicates the link status.
Ping BAM Server
Web Server Defaults

Model Template Displays the physical path to the local PeopleSoft Business Analysis Modeler model file. This is a required field. It is generally in the following format: c:\PEOPLESOFT\BUSINESS ANALYSIS MODELER\[model_file_name].mdl.
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Note. [model_file_name].mdl is predefined as system data, and you must modify the path only if you do not choose the default PeopleSoft Business Analysis Modeler installation settings. URL This represents an internal integration path. This is a required field. It is generally in the format of http://[bam_server_domain]/Bam/PVPostXML.asp?show_header=true, where, if you choose the default PeopleSoft Business Analysis Modeler installation settings, the only required substitution is the [bam_server_name].
PageView Defaults
BAM Web URL(business analysis modeler Web uniform resource locator) Displays a physical path to the PeopleSoft Business Analysis Modeler directory. This represents an internal integration path. It is generally in the format of http://[bam_server_domain]/Bam/, where, if you choose the default PeopleSoft Business Analysis Modeler installation settings, the only required substitution is the [bam_server_name]. Displays where the PeopleSoft Business Analysis Modeler PageView XML file is located. It is generally be in the following format: PageView/[pageview_xml_file.xml. Note that [pageview_xml_file].xml is predefined as system data. If you accept the default PeopleSoft Business Analysis Modeler installation settings, you do not need to change the delivered system data.
Xml Start File
Viewing Query Definitions

Access the Query Definition page.
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Query Definition page
Generally, this page is delivered as system data and does not require any updates to delivered SmartViews. Maximum Days For Reporting Enter the maximum number of days a report can cover. This is the only field that you should update. This enables information technology people to limit the number of days worth of data that is returned by the query. This feature works only if you design the SmartView to accept from/to date binds.
Query to PeopleSoft Business Analysis Modeler Import Map Associations

Query Name Import Map Name Displays the name of the PeopleSoft query. This is a required field. This is system data for delivered SmartViews, and you should not change it. Displays the name of the PeopleSoft Business Analysis Modeler import object. This is a required field. This is system data for delivered SmartViews, and you should not change it. Displays a list of query binds. This is system data for delivered SmartViews, and you should not change it.
Query Bind Details
Setting up PeopleSoft Business Analysis Modeler Connectivity

Access the Data Source Definition page.
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Data Source Definition page
OpenQuery Connect String Application Server Name
Displays the OpenQuery connect string. This is a required field. This is system data for delivered SmartViews, and you should not change it. Displays the application server name where you run the SmartView. You must define this at implementation time for every SmartView model. Its critical that you configure at least one Application Server domain to support PeopleSoft Business Analysis Modeler SmartView reporting. See the installation documentation for details. Displays the port number for the application server where you run the SmartView.
Port Number
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Setting Up Currencies
This chapter provides an overview of currencies and discusses how to: Set up currencies. Calculate currency exchange. Note. For complete details on market rates, refer to Defining and Storing PeopleSoft Market Rates in the PeopleSoft 8.8 Enterprise Components PeopleBook.
Understanding Currencies
The uniquely flexible PeopleSoft structure enables you to manage financial information in multiple currencies. PeopleSoft applications support the European Common Currency (euro) as well as currency conversions and market rates. The currency code pages define each currency that you use. To meet the needs of your multicurrency business, PeopleSoft supports the euro and delivers the Currency Code table with many common currencies identified by the ISO standard. Note. The Currency Code table supports the ISO standard of zero, two, and three decimal positions. PeopleSoft supports direct and indirect rate quotation, quote units, and triangulation. These options provide you with flexible tools to convert and manage your multicurrency operations. The currency quotation method controls how a stored rate is displayed and how an entered rate is interpreted and stored in the database. Use the Currency Quotation Method page to set up and maintain a currency quotation method for each from currency/to currency pair. Define your currency quotation options before the rates have been entered and before you calculate the rates. For currency pairs that triangulate, you do not typically maintain rates online. Instead, the Cross Rate/Triangulation Generation SQR uses the rates between the from currency and the reference currency, and the reference currency and the to currency to determine the cross rate. The currency quotation methods must be set up correctly to yield the correct results for triangulation. Two fields store the rate conversion factor: RATE_DIV and RATE_MULT. With these in mind, the currency conversion formula is always (From currency RATE_DIV) RATE_MULT = To currency.
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Direct and Indirect Rate Quotations

An exchange rate is simply the price of one currency such as the Great Britain pound (GBP) in terms of another currency such as the United States dollar (USD). Exchange rates can be quoted directly or indirectly. Most countries use the direct method. With this method the exchange rate shows how much of the local currency has to be exchanged for one unit of the foreign currency. For example, if one has to pay .6326 GBP to obtain one U.S. dollar, the direct quotation is 1 USD = .6326 GBP. With the indirect method the exchange rate is expressed as the amount of foreign currency that is required to purchase one unit of the domestic currency. In the above example the indirect quotation is thus 1 GBP = 1.5814 USD.
Triangulation
Triangulation is used in hyperinflationary environments in which all conversions to the local currency are done through a stronger, more stable currency, such as the U.S. dollar. It was a legal requirement to use triangulation to convert currencies participating in the euro prior to 1 January 2002. Even after an enterprise has switched over to the euro, it is necessary to keep historical data available in the national currency unit in order to maintain the existing audit trail. In most countries, national law requires enterprises to keep their accounting records in their original form for at least 5 to 10 years. It is important to avoid synchronization problems between the legacy and the converted systems. Representing amounts before 1 January 1999 in euro, before the currency came into existence, could cause anomalies when comparing data that was collected during the floating-rate era. Conversion of historical data requires that all instances of the same data be converted in exactly the same way. This causes rounding differences where the data is not normalized, as is commonly the case in MIS/DSS data warehouses. It is the responsibility of each organization to decide how significant such differences are in the context of the use of the data, which may be merely for internal purposes of trend analysis. For example, to convert from the Russian rouble (RUR) to the Brazilian real (BRL) through the U.S. dollar (USD), you will do a two-step conversion. First, convert the RUR amount to the reference currency using the appropriate triangulated rate (which uses the RUR to USD component of the RUR to BRL triangulated rate stored in RATE_DIV). Then convert the reference currency to BRL using the fixed exchange rate (which uses the USD to BRL component of the RUR to BRL triangulated rate stored in RATE_MULT). Typically, you would not maintain these rates directly. Instead, you would process them and all rates through the Cross/Reciprocal Rate Calculator page. With triangulated currency pairs, there are three exchange rates to consider: The rate between the from and reference currencies. The rate between the reference and to currencies. The cross rate between the from and to currencies. The options in the Primary Visual Rate group box enable you to select which of these three rates will appear on primary pages and reports.
Automatic Reciprocation of Quote Methods

The Currency Quotation Method page automatically reciprocates itself. For example, if you define the conversion of USD to GBP as indirect, this record is automatically created to indicate a quote method of direct. If you change the quote method on the GBP to USD record, the USD to GBP record is automatically updated.
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The following table shows each possible value with its reciprocal value.
Reciprocal Value (for BRL to RUR) Indirect Direct Same value Same value Yes No Yes No Same value From - To (BRL - RUR) Reference - To (USD - RUR) From - Reference (BRL - USD) Yes No Reference - To (USD - RUR) From - Reference (BRL - USD)
Page Element Rate Quotation Basis
Value (for RUR to BRL) Direct Indirect
Quote Units Rate Decimal Positions Auto Reciprocate
Any valid value 4 (default value) Yes No
Triangulate
Yes No
Reference Currency Primary Visual Rate
Any valid value From - To (RUR - BRL) From - Reference (RUR - USD) Reference - To (USD - BRL)
Cross-Rate Allow Override
Yes No
Cross-Rate Recalculate
From - Reference (RUR - USD) Reference - To (USD - BRL)
This section discusses setting up currencies in PeopleSoft CRM.
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Pages Used to Set Up Currencies

Page Name Currency Code Object Name
CURRENCY_CD_TABLE
Navigation Set Up CRM, Common Definitions, Currency, Currency Code Set Up CRM, Common Definitions, Currency, Currency Quotation Method
Usage Use the Currency Code page to add or update a currency code. Use the Currency Quotation Method page to set up and maintain a currency quotation method for each from currency and to currency pair.
Currency Quotation Method CURR_QUOTE_PNL
Setting Up Currency Codes

Access the Currency Code page.
Currency Code page
Effective Date Status Description Currency Symbol
Date on which a table row becomes effective; the date that an action begins. Select Active or Inactive. Freeflow text of up to 36 characters that describes the currency type. Although PeopleSoft delivers many currencies with a currency symbolsuch as $ for Australian dollaryou have the option to enter new symbols for various delivered currencies or for currencies that you add. Country code for the currency.
Country
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Decimal Positions Scale Positions
The number of decimal positions that appear in the notation for the currency. For example, there are two decimal positions for Australian dollars ($5.00). The scale positions that you want to round to for this currency. The scale position controls how many numbers to the left of the decimal are displayed. The data is actually stored with full precision in the database itself. For example, if you want all million-dollar amounts displayed as the number of millions without the zeros, enter 6 as the scale position. In this case, 24,000,000 appears as 24, but it is stored in the database as 24,000,000.
Setting Up the Currency Quotation Method

Access the Currency Quotation Method page.
Currency Quotation Method page
The system displays the From Currency Code and To Currency Code that you entered to access the page. Use the Quote Method group box to enter information regarding the quotation method. Effective Date Status Date that the row in the table becomes effective. Indicates whether a row in a table is Active or Inactive.
In the Rate Quotation Basis group box, determine whether you want the rates for a currency pair quoted directly or indirectly.
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Direct
Select this option if you want direct quotes for currency pairs. For example, for a conversion of U.S. dollars to euros , a direct quote would indicate that 1 USD = x.xxxx EUR. Note. Currency pairs that triangulate must still be classified as either direct or indirect for use in displaying the calculated cross rate.
Indirect
Select this option if you want indirect quotes for currency pairs. For example, for a conversion of U.S. dollars to euros, an indirect quote would indicate that x.xxxx USD = 1 EUR. Note. Currency pairs that triangulate must still be classified as either direct or indirect for use in displaying the calculated cross rate.
Quote Units
Enter any value in this field, although quote units generally have a scale of 10 (such as 10, 100, 1000). The default value for this field is 1. Quote units, sometimes called scaling factors, are used to preserve decimal position. For example, the exchange rate between RUR and USD may be stated as 1000 RUR = 31.4169 USD instead of 1 RUR = 0.031469 USD.
Auto Reciprocate
Select this check box to have the system automatically create or update the rate for the reciprocal currency pair whenever an exchange rate is added or updated. For example, when you enter a new USD to GBP rate, the GBP to USD rate will be updated automatically. You can only automatically reciprocate currency pairs for which quotation methods have been established. The check box is selected by default.
Use the Triangulation Options group box to set up triangulation between currencies. Triangulate Reference Currency Select this check box to have the system convert two currencies through a third currency (the reference currency). The currency through which the from currency will be converted. For example, when the system converts between Russian roubles and Brazilian reals, the reference currency may be the United States dollar. Select which of these three rates is the primary ratethe one that will appear on primary pages and reports. Select this check box to enable users to override the cross rate for a triangulated currency pair. If this check box is clear, users can only change the components of the triangulated rate. If you select this check box, you must specify which currency pair the system should use to recalculate to keep the triangulation accurate. Select the method for recalculation.
Primary Visual Rate Allow Override
Recalculate
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Calculating Currency Exchange

The Currency Exchange Calculator performs currency conversion using the exchange rates stored on the market rates table.
Page Used to Calculate Currency Exchange

Page Name Currency Exchange Calculator Object Name
CURRENCY_EXCHNG_PN
Navigation Set Up CRM, Common Definitions, Currency, Currency Exchange Calculator
Usage Use this page to calculate the currency exchange between currencies rapidly. This tool enables you to select a rate type other than the one associated with the base currency, but does not allow you to override the exchange rate.
Calculating Currency Exchange

Access the Currency Exchange Calculator page.
Currency Exchange Calculator page
From Amount From Currency Code To Currency Code Exchange Rate Type Effective Date Converted Amount
The currency exchange is based on the amount that you enter. The current exchange rate is set up on the Market Rates page. The currency that you are exchanging from. The currency that you are exchanging to. The exchange rate type. Date on which a table row becomes effective; the date that an action begins. The system automatically calculates the amount in this field when you save the page.
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Setting Up and Using Search Collections

This chapter provides an overview of PeopleSoft CRM searching and discusses how to: Define search settings and search index templates. Set up the system for the Build Collection process. Build and test a search collection. Search with the universal search tool.
Understanding PeopleSoft CRM Searching

This section discusses: Search collections and their uses. Solution and error searching. Search index templates. The Build Collection process. System configuration.
Search Collections and Their Uses

Several PeopleSoft CRM transactions incorporate a search that is powered by Verity, a third-party search and retrieval tool. The system searches against a Verity collection, a separate set of files that contain data copied from the PeopleSoft CRM database. The subset of data included in a collection is based on search index templates that you define. The universal search tool enables you to search any object in any CRM search collection. PeopleSoft CRM includes these collections: The product catalog collection (CRM_RB_PRODCAT) This collection is used to search for orderable products. The search interface enables users to add selected products to an order, quote, lead, or opportunity. Product catalog searching is accessible from each of these objects as well as directly from the menu. The unstructured email collection (CRM_RB_ERMS) This collection is used by the email response management system (ERMS) in PeopleSoft Multichannel Interactions. Text from inbound emails is put in the collection and then scored against keywords that you define. ERMS uses the scores to route the email to appropriate worklists so that the most qualified agents can review and respond to the email.
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The solution and error message collection (CRM_RB_SRCHDB) This collection is used in several ways by the PeopleSoft call center applications and by PeopleSoft FieldService. Refer to the following section for more information. You must update the product catalog collection and the solution and error message collection regularly to ensure access to current data. The system automatically updates the unstructured email collection every time it processes newly arrived emails.
See Also
Chapter 9, Setting Up and Using Search Collections, Searching With the Universal Search Tool, page 119 PeopleSoft 8.8 CRM Collaborative Selling PeopleBook, Setting Up Products, Pricing, and Catalogs PeopleSoft 8.8 CRM Multichannel Applications PeopleBook, Understanding ERMS, The Unstructured Email Process
Solution and Error Searching

This section discusses the various ways that the solution and error search collection (CRM_RB_SRCHDB) is used.
Solution Advisor for Cases

In the three PeopleSoft CRM call center applications (PeopleSoft Support, HelpDesk, and HelpDesk for Human Resources), Solution Advisor is used to search for objects that can help resolve a case. Search groups determine which objects are searchable in agent-facing and self-service versions of Solution Advisor: The agent-facing version searches solutions; it also searches cases and troubleshooting scripts, both of which can lead the searcher to a solution. The self-service version searches only solutions. Both versions enable users to associate selected solutions with the case from which the Solution Advisor was invoked. The self-service version additionally enables self-service users to search for solutions outside the context of a case.
Solution Advisor for Service Orders

In PeopleSoft FieldService, Solution Advisor is used to search for solutions that are relevant to a service order. PeopleSoft FieldService does not track solution usage for service orders; search results are informational only. Like Solution Advisor for cases, the type of object that gets searched (solutions only) is controlled through search group configuration. As delivered, Solution Advisor for service orders searches only solutions.
Solution Management Searches

Two solution management operations incorporate searches: Merging similar solutions. Automatically relating similar solutions. Both processes use searching to find solutions similar to a base solution you indicate.
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Error Validation Search

Error validation searches enables PeopleSoft Support and PeopleSoft HelpDesk users to search for known error messages that are similar to an error message that callers report. This helps users match reported information to a known error even when callers provide incomplete or misspelled information about the message. This functionality is available only for call center business units that are enabled for error tracking.
See Also
PeopleSoft 8.8 CRM Services Foundation PeopleBook, Managing Solutions PeopleSoft 8.8 CRM Services Foundation PeopleBook, Setting Up Solution Management, Solution Search Groups PeopleSoft 8.8 CRM Call Center Applications PeopleBook, Resolving Cases PeopleSoft 8.8 CRM FieldService PeopleBook, Working With My Service Orders PeopleSoft 8.8 CRM Call Center Applications PeopleBook, Defining Call Center Business Units
Search Index Templates

Search index templates control the records and fields included in a collection.
Search Index Template Configuration

You create a separate search index template for each table or views included in a search collection. For example, users of Solution Advisor for cases need search index templates for cases, solutions, and troubleshooting guides. PeopleSoft delivers search index templates for the search collections described in the preceding sections. You can modify these templates to change the fields searched, although it is not normally necessary to do so. Search templates can include an optional SQL Where clause to filter out data that you dont want added to the search collection. (This improves the performance of the process that builds the collection) They also include field-level options that determine which fields are searchable, which fields are returned to the originating application, and which fields appear in the universal search tool results grid. You can improve performance for both the collection build process and for searching by: Including fewer fields in the search collection. Avoiding long character fields such as comments. You can also improve the efficiency of the build process by basing search index templates on views that contain only the fields to be included in the collection. Behind the scenes, the PeopleCode is performing a %SelectAll command on the record, so if there are fewer fields in the record, the build is faster.
Delivered Search Index Templates

The following table lists the records for which PeopleSoft delivers search index templates for the product catalog collection (CRM_RB_PRODCAT).
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Record RX_CATSRCH_VW RX_CATSRCH2_VW Product catalog.
Description
Product catalog external descriptions.
The following table lists the records for which PeopleSoft delivers search index templates for the solution and error message collection (CRM_RB_SRCHDB).
Record RC_CASE RC_ERROR_TBL RC_PST_VW RC_SOLUTION RC_SOLPRSRCH_VW Call center cases. Call center error records. Troubleshooting scripts. Solutions. A view of solutions that enables the agent-facing version of Solution Advisor for cases to filter solutions based on related products. Description
The following table lists the record for which PeopleSoft delivers search index templates for the unstructured email collection (CRM_RB_SRCHDB).
Record RB_UNSTR_VW Inbound emails. Description
The Build Collection Process

After you set up index templates for your collections, you use the Build Collection process (RB_SRCH_BLD) to build the collection.
Building the Product Catalog Collection

When building the Product Catalog collection, you need to run the Load Catalog Cache process (RO_CAT_PUSH1) before the Build Collection process. The Product Catalog Collection job (BLD1CAT) incorporates both required processes.
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Building the Unstructured Email Collection

You do not explicitly build the unstructured email collection. Instead, the Unstructured Content Analysis job incorporates both the Build Collection process and the process that analyzes and routes newly arrived inbound email.
Building Collections on Multiple Application Servers

The search collection resides on your application server. If you have multiple application servers, build the collection on each one. Having each application server access the collection files locally ensures optimum performance and simplifies your application server configuration. There are two ways to manage multiple application servers: Build the collections on one application server at a time. When you do this, the build process runs on the PeopleSoft Process Scheduler server (and therefore on the application server) that you select in the Process Request page. Build collections on all application servers at once. To do this, set up a PeopleTools JobSet that initiates the processes on multiple Process Scheduler servers.
Create and Update Modes

The Build Collection process has two modes: create a new collection and update the existing collection. The Update mode is faster, but it has certain limitations. Be sure to use Create mode the first time you build the collection and after you create a new search index template. To keep a collection online even while its being built in Create mode, the system uses a temporary name for the collection being built, leaving the current collection available to users during the build process. When the build is complete, it swaps the active collection name with the temporary collection name so that the newly built collection is the one used for searches. The older version of the collection remains on the system, but only the newly built one is accessed during searches. In update mode, modifications are made to the active collection files; the temporary files are not used. If you run the Build Collection process in update mode and there is no data to delete, then the process returns an error.
Steps in the Process

The Build Collection process performs this sequence of steps: 1. Accesses the setup files, the style files, and the index templates. 2. Creates the BIF and DAT files for the data rows that meet the Where clause criteria. An incremental update gathers changes to the index templates and new information that has been added to the database since the last collection update. These new rows are used to create new BIF and DAT files that are added to the collection, creating a new partition within the search collection and allowing that data to become available in the search results. 3. Builds a BAT file or shell script that copies the Style.ufl file as well as other style files into the collection, based on language code. 4. Runs the MDVDK executable program that builds the collection. The file is located in the PS_HOME \appserv\prcs\database\files directory in Windows and in the Process Scheduler home directory in UNIX.
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5. Updates the Date/Time field to indicate when the collection was created or updated. 6. Resets the usage count and the last usage Date/Time field if the Reset Usage Count check box was selected for the build. Note. Most search transactions do not track usage counts. Solution Advisor does count usage for solutions, but it is based on associating the solution with a case, not on the usage count fields that you set up in Verity. If you accidentally reset usage counts, the PeopleSoft call center applications provide an update usage count process that can recount solution usage. When the Build Collection process is complete, you can find the collection on the servers Verity search collection path in the directory with the same name as the collection in the appropriate language-specific directory.
Performance and Optimization

To reduce the number of partitions in your database, configure Search Settings so that the collection is optimized on a regular basis. An optimization maximizes the size of the partitions in your collection. In most cases, optimize your collection after five incremental updates. Because the optimization frequency is set on the Search Settings page, you do not have to do anything when you run the build process. Factors that affect Build Collection process performance include. The amount of data being processed. Reducing the amount of data being processed reduces the time that it takes to build the collection. You can limit the data to be included in the collection by including a Where clause in the search index template definition. Also, running incremental builds instead of full builds can reduce the amount of data processed during a build. The speed of the computer that runs the Build Collection process. The Build Collection process is CPU-intensive. It should be run on a computer with a fast processor. The amount of memory on the computer that runs the Build Collection process. The computer should have at least 512 MB of memory.
Errors During the Build Process

The build process fails under these conditions: PS_HOME is not set or not on the Process Scheduler path. The search collection path specified in the Build Collection page does not exist or is not accessible from the Process Scheduler server. The path that you enter on the run control page must be relative to the application server, not to the computer where the request is made (Process Scheduler is assumed to be running on the application server computer). The Verity executables were not installed. Verity is installed as part of PeopleTools. The style folder was not installed from the CRM application CD to each application server. To install Verity files on the application server from the CRM CD, select PeopleSoft Common Components when you perform the install.
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The Process Scheduler does not have administrator ability to create or delete files.
System Configuration
This section discusses system configuration issues.
Process Scheduler Configuration

When you initiate the Build Collection process, you select the PeopleSoft Process Scheduler server that will run the process and you provide a path to the collection files on the application server. Because the path is relative to the Process Scheduler server, your setup is greatly simplified if you set up a Process Scheduler server on each application server. This configuration means that whenever you build a collection, you provide the same (local) path regardless of which Process Scheduler server runs the process. It also ensures that the Process Scheduler server has access to the disk where the collection files reside. Note. PeopleSoft strongly recommends that your Process Scheduler server and application server reside on the same server. If you have multiple application servers, we recommend that you set up a Process Scheduler server on each one. A Process Scheduler that runs the Build Collection process must use a logon ID that has administrative abilities to create and remove the files and directories that are created as part of the Build Collection process. To enable PeopleSoft Application Engine programs that call the Search API to locate collections, add the following section to the Process Scheduler configuration file, making sure to modify it with the appropriate collection name and path.
[Search Indexes] CRM_RB_SRCHDB=c:\pt880\data\search\cr880dvl ;========================================================================= ; Search index settings ;========================================================================= ; Search indexes can be given alternate locations if there is an entry here. ; Entries look like: IndexName=fs location (ie EMPLOYEE=c:\temp)
Application Server Configuration

Each search collection must have an entry in the Search Indexes section of the application server configuration file (PS_HOME\APPSERV\DomainName\psappsrv.cfg). The following example shows entries for the three PeopleSoft CRM collections; when you create entries on your application server, substitute your PS_HOME directory for C:\PT880 and use your actual database name.
[Search Indexes] CRM_RB_PRODCAT=C:\PT880\DATA\SEARCH\DatabaseName CRM_RB_SRCHDB=C:\PT880\DATA\SEARCH\DatabaseName CRM_RB_ERMS=c:\pt880\data\search\DatabaseName
For Windows NT and UNIX operating systems, make sure that the PS_HOME environments variable points to your current tools home directory; for example, PS_HOME= c:\pt880 on Windows NT, or /ps/psasgrp/casb on UNIX. The batch or shell file that builds or updates the collection uses this variable. It should not contain an ending slash or backslash.
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For UNIX, make sure that the Verity executable programs are part of the path-defaulting set of directories. Make sure that MKDVK executable is part of the path. You must also make sure that chmod and sh are located in the home directory for the PeopleSoft Process Scheduler server or set a softlink pointing to those commands. For example:
ln -s /bin/chmod $PS_HOME/chmod ln -s /bin/sh $PS_HOME/sh
See Also
Supplemental Installation Instructions for PeopleSoft 8.8 CRM Applications
Defining Search Settings and Search Index Templates

This section discusses how to: Define records and fields for a collection. Identify the detail page for Universal Search Tool results.
Pages Used to Define Search Settings and Search Index Templates

Page Name Search Index Template Object Name
RB_SRCHIDX_TMPL
Navigation Set Up CRM, Utilities, Search, Search Index Template, Search Index Template Set Up CRM, Utilities, Search, Search Index Template, Template Menu
Usage Specify records and fields to include in the search collection. Specify the detail page associated with the record being configured. Settings on this page are relevant only to the Universal Search Tool. Delete the current index template.
Template Menu
RB_SRCHIDX_TMPL2
Delete Confirmation
RB_DEL_CONFIRM
Click the Delete Index Template link on the Search Index Template page.
Defining Records and Fields for a Collection

Access the Search Index Template page.
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Search Index Template page (1 of 2)
Search Index Template page (2 of 2)
Search Collection Name Record (Table) Name SQL Stmt (SQL statement) Attachment Record
Displays the collection that the search index template is associated with. Displays the record (a table or view) with the data that is to be added to the collection. Enter an optional Where clause to limit the data accessed when the collection is build. File attachments are not supported for this release of CRM. Entering a value in this field results in an error message.
Search Collection Fields

The grid lists all of the fields in the record associated with this search index template. Do not remove any fields on the product catalog collection or the unstructured email collection. Include in Search Index Select fields to include in the collection as searchable fields.
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When you configure Solution Advisor search groups, only these fields are available for field-level searching. Include in Search Results Select fields to be returned to the searching application for including in the search results grid. Only key fields need to be returned to the searching application: the system uses SQL to access any other data that is shown in the search grid. Include in Application Results Select to identify the fields that are included in the universal search tool results grid. Selecting this check box does not mark a field for inclusion in the search collection. Other search transactions are not affected by this setting. Field Number For each field where Include in Application Results is selected, enter a number to control the order of the fields in the results grid on the Universal Search Tool page. Click this link to display the Delete Confirmation page, where you can confirm deletion of the current search index template.
Delete Index Template
Identifying the Detail Page for Universal Search Tool Results

Access the Template Menu page.
Template Menu page
Menu Name, Menu Bar Name, Item Name, and Page Name Action
Enter the complete navigation for the detail page associated with the record being configured. Enter the PeopleTools object names for the menu, the menu bar, the menu item (the component), and the page. Select the mode in which the user accesses the page. Values are Add, Correction, Data Entry, Update/Display All, or Update.
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Building and Testing a Search Collection

This section discusses how to: Establish collection build settings. Define build parameters and run the Build Collection process Normally you can run the Build Collection process immediately after defining the build parameters. However, if you use a JobSet, you must define the JobSet between setting up the run control and running the process. Define JobSets for the Build Collection process. JobSets facilitate building the collection on multiple application servers. This step is optional (but recommended) if you have multiple application servers; it is unnecessary if you have only one application server. Perform test searches.
Pages Used to Build and Test a Search Collection

Page Name Search Settings Object Name
RB_SRCH_PARMS
Navigation Set Up CRM, Utilities, Search, Search Settings, Search Settings Set Up CRM, Utilities, Search, Build Search Collection, Build Search Collection PeopleTools, Process Scheduler, Jobs, Job Definition PeopleTools, Process Scheduler, Schedule JobSet Definition, Schedule JobSet Definition PeopleTools, Process Scheduler, Schedule JobSet Definition, Schedule JobSet Items Set Up CRM, Utilities, Search, Query Test, Search Query Test
Usage Identify the JobSet used to build a collection. Create a run control for the Build Collection process. Run the Build Collection process. Define a Process Scheduler job. Define a Process Scheduler JobSet.
Build Search Collection
RB_SRCH_RUN_INDEX
Job Definition
PRCSJOBDEFN
Schedule JobSet Definition
SCHDLDEFN
Schedule JobSet Items
SCHDLITEM
Define items in a JobSets.
Search Query Test
RB_SEARCH_DEMO
Test a search string to determine whether the data returned is what you expect from the collection.
Establishing Collection Build Settings

Access the Search Settings page.
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Search Settings page
Search Collection Name Aging Interval in Days Optimize Frequency
The page has a row of data for each of the search collections: CRM_RB_ERMS, CRM_RB_SRCHDB, and CRM_RB_PRODCAT. This option is not used in PeopleSoft CRM searches. Enter the frequency for optimizing the collection. Optimization maximizes the size of the partitions in your collection. The default value is 5. This means that every fifth time you build the collection, it is optimized to reduce the number of partitions and maximize the amount of data stored in each partition. PeopleSoft does not use these settings to manage usage counts. Solution usage counts are based on actual associations with cases. If you use a JobSet to build the collection, select the schedule and job you established for this collection when you created the JobSet. See PeopleTools 8.42 PeopleBook: PeopleSoft Process Scheduler
Usage Increment and Usage Decrement Schedule Name and Job Name
Defining Build Parameters and Running the Build Collection Process

Access the Build Search Collection page.
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Build Search Collection page (1 of 2)
Build Search Collection page (2 of 2)
Note. Normally you can run a process immediately after defining the process parameters. However, if you use a JobSet, you must define the JobSet between setting up the run control and running the process. Run Control ID Create a run control for each application server in your environment. Use a naming convention that identifies both the collection and the process scheduler server name. You must create the run control IDs before you define a JobSet.
Process Frequency
Once Select to execute the request the next time that the background process runs. After the background process runs, the process frequency is automatically set to Dont Run.
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Always Dont Run
Select to execute the request every time that the background process runs. Select to ignore the request when the background process runs.
Database and Collection Information

Request ID and Description Collection Directory Enter descriptive information about the run control parameters. Enter the directory path for the collection. The path is relative to the Process Scheduler server where the process runs, not to the computer where the request is made. Therefore, this path matches the Verity collection path on the application server (Process Scheduler is assumed to be running on the application server computer). If these paths do not match, you cannot create the collection. Any mapped drive must be set as part of the PS_HOME environments variable. Search Collection Name Select the collection to build.
Server Operating Environment

NT UNIX and $PS_Home Directory Select if Windows NT is your server operating environment. Select if UNIX if your server operating environment, and enter the value for the Process Scheduler home directory. This directory is used to create the shell script for building the collection.
Search Collection Selection

Create New Reset Usage Count/Date Select this option to run the Build Collection process in Create mode. The process creates a new search collection and overwrites the existing one. Sets the usage count on all objects in the collection to zero and the last usage date to null. This option is available only when creating a collection. The only usage counts that the system maintains are solution usage counts, and a separate process manages those. Normally, you should not reset usage counts as part of the Build Collection process. Update Existing Select this option to run the Build Collection process in Update mode. This process gathers all additional information and changes to the index template records that have date/time stamps after the last update time for a collection. Only choose this option after the collection has been created.
Language Selection
All Installed Languages Select to create collections for every language installed on your system. This option can be time-consuming. The languages that are built are based on the INSTALLED flag in the PSLANGUAGES table. Select to create a collection for only the language code that you select.
Single Language and Language Code
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Search Index Templates

This group box displays information about the search index templates that belong to this collection.
Additional Page Elements for Running the Process

Run Click this button to access the Process Scheduler Request page and build the collection on a single application server. The Process Scheduler Request page lists two processes: Select the Product Catalog Collection check box to run both the Load Catalog Cache process and the Build Collection process. Select the RB_SRCH_BLD check box to run just the Build Collection process. To ensure that your collection is regularly updated, we recommend associating either process with a recurrence definition. Build on All Servers This button is visible only if you have defined a JobSet for the specified collection. Click this button to launch the JobSet and create the search collection on all application servers. When you click this button, the Process Scheduler Request page does not appear; the processes and any recurrence are part of the JobSet definition.
Defining JobSets for the Build Collection Process

To build a JobSet for the Build Collection process: 1. Create run control records for the processes to be run. Access the Build Search Collection page. For each collection you maintain, create a run control record for each application server in your environment. Use a naming convention that identifies both the collection and the process scheduler server name. 2. Create the jobs to be included in the jobset. Access the Job Definitions page. a. Create a job that runs the Build Collection process once for each application server in your environment. For example, if you have four application servers in your environment, then the job needs to have four processes, each running the Build Collection process. Set the job run mode to parallel so that the job items can run concurrently on the different servers. PeopleSoft delivers a sample job, PRODCAT, that you can use as a model. b. If you are building the Product Catalog collection, create a job that runs the Load Catalog Cache process and the job that you defined in the preceding step. The Load Catalog Cache process loads the product catalog cache with the current contents of all catalogs. Put this process before the Build Collection process, and set the job run mode to serial because the catalog cache must be loaded before the collection is build. PeopleSoft delivers a sample job, BUILDCAT, that you can use as a model. 3. Create the JobSet.
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Access JobSet Definitions page. Give the JobSet a meaningful name: If this is for the Product Catalog, then give it the name of the job that you created in the second step, otherwise, give it the name of the job that you created in the first step. The Run Control ID you enter will be overridden in the next step, so you can enter any value. If you would like this JobSet to run automatically at regularly scheduled intervals, you can optionally attach a recurrence definition to this JobSet. 4. Set up JobSet items. Access the Schedule JobSet Items page. Add the jobs you created in steps 2 to the JobSet process list enter the following parameters for each: a. On the General Settings tab in the process list, enter the run control ID specific to a process scheduler server. For example, if you have two process scheduler servers named PSNT and PSNT2, and youre building the CRM_RB_SRCHDB collection (for solutions), then you might have run control IDs called SRCHDB_PSNT and SRCHDB_PSNT2. b. On the Server Settings tab in the process list, enter the process scheduler server name in the Server Name field. Remember, each job runs on a separate Process Scheduler server. 5. Associate the JobSet with the collection. Access the Search Settings page. Enter the Schedule Name and Job Name next to the search collection that it applies to.
See Also
PeopleTools 8.42 PeopleBook: PeopleSoft Process Scheduler.
Performing Test Searches

Access the Search Query Test page.
Search Query Test page
Search Collection Same Parser
Select the collection to test. Select the parser to use for the query. Values are Keyword Parsing, Free Text Parsing, or Query By Example Parsing.
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Text to Search For
Enter sample text to search for. If you are testing the keyword parser, enter a keyword string into the field. If you are testing the free text parser or the query by example parser, enter a natural language string. Click this button to view the results sorted according to the Verity internal scoring algorithms. Click this button to view the results after they have been resorted using the usage count and last usage date/time calculations.
Search Using Verity Scoring Search Using Usage Scoring
Searching With the Universal Search Tool

This section provides an overview of the Universal Search Tool and explains how to use it.
Understanding the Universal Search Tool

When you use the Universal Search Tool, you first select the type of object that youre looking forvalues are based on the objects for which you have defined search index templates. Once youve selected a record, there are two ways to define search criteria. You can use either method by itself, or you can use both of them together. You can enter record-level search criteria. The system searches for matching text in all of the fields included in the records search index. The system ranks the search results according to how close the match is. If you enter record-level search criteria, you can use a natural-language search or a keyword search. Alternatively, you can enter field-level search criteria. After you select a search record, the system displays a list of searchable fields. For each field, you can enter a search operator and search text. You can also decide whether to limit the results to records that meet all field-level criteria or whether to accept records that meet any individual field-level search specification. The following table describes each of the search operators available for field-level searching.
Operator < <= Description The value that you enter is less than the field value. The value that you enter is less than or equal to the field value. The value that you enter is not equal to the field value. The value that you enter is equal to the field value. The value that you enter is greater than the field value.
<> = >
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Operator >=
Description The value that you enter is greater than or equal to the field value. The field value is between the two values that you enter. You must enter an and between the two values that you enter. For example, if you select BETWEEN and enter 100 and 200, the search returns values from 100 to 200, inclusive.
BETWEEN
ENDS
The value that you enter matches the final characters of the field value. You enter a comma-delimited series of values, and the system finds field values that match any one of the values you entered. The value you enter sounds like or has a similar spelling to the matched field. When you select LIKE, you can use wildcards in your search criteria. The value that you enter matches the first characters of the field value. The word or phrase that you enter is embedded within the field that you are searching. The word, phrase, or partial word that you enter is embedded within the field that you are searching.
IN
LIKE
STARTS
CONTAINS
SUBSTRING
Note. Searching is not case-sensitive.
Page Used to Search With the Universal Search Tool

Page Name Universal Search Tool Object Name
RC_ST_SEARCH
Navigation Set Up CRM, Utilities, Search, Universal Search Tool, Universal Search Tool
Usage Locate pertinent information in the CRM search collection.
Using the Universal Search Tool

Access the Universal Search Tool page.
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Universal Search Tool page
Search Information
Record Select the record to search. Values include records for which you have defined search index templates. Selecting a value causes the Additional Search Information grid to appear. Enter record-level search text. Select the number of rows of data to appear in the Search Results grid. You can select 10, 25, 50, 75, 100, or 250. Select Phrases to perform a natural language search. Select Keywords to perform a Boolean search. If you select Keywords, click the Search Tips link for an explanation of the proper syntax for your search text. This setting applies only to record-level search criteria, not to field-level search criteria. Match On Select All Fields (AND) to search for data that meets all the field-level search requirements that you specify. Select Any Fields (OR) to search for data that meets any one of the field-level search requirements. This setting applies only to the field-level search criteria you enter in the Additional Search Information group box, not to any record-level search criteria.
Search Display Search Type
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Search
Click to perform the search. The system searches the specified record for data that meets your criteria and then displays the matching rows of data in the search results grid. Click this link to view tips for constructing keyword searches. For example, the search tips provide information on the use of and and or in searches and on searching for entire phrases.
Search Tips
Additional Search Information

This group box lists the fields in the records search index so that you can enter field-specific search criteria. Field Operator Search Text If there are multiple labels defined for a field, the default label appears. Select one of the following search operators: <, <=, <>, =, >, >=, BETWEEN, CONTAINS, ENDS, IN, LIKE, STARTS, or SUBSTRING. Enter the search criteria for the field.
Search Results
The following page elements appear regardless of the search record. Click the Details button to display a page with more information about an entry in the search results grid. The page displayed is the page that you associated with the search record on the Template Menu page. Score Displays a rating between one and one hundred that represents how closely the entry matches your search criteria.
All other columns in the Search Results group box vary depending on the record you searched and how you defined the search index template for that record. (On the Search Index Template page, select the Include in Application Results check box to identify the fields to appear in the search results grid.) The columns display the data found by the search. Note. Although the system uses the data in the search collection to determine which data matches your search criteria, the Search Results group box displays the field values stored in the database. If your search collection is out of date, the displayed values may not match the search collection.
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Setting Up Auditing for Cases and Inbound Email

This chapter provides an overview of case and inbound email auditing and explains how to set up auditing. Note. Important! PeopleSoft delivers the system with auditing features turned off. Turning on auditing can severely impact application performance. Analyze your audit needs carefully to ensure that you turn on auditing only when there is a strong business reason to do so.
Understanding Case and Inbound Email Auditing

This section provides an overview of case and inbound email auditing.
History Versus Auditing

The following pages are used to review history information in the case component and in the inbound email component: Case History page. The Case History page displays information about major events in the life of the case. The information includes a description of the event and details of field changes that are associated with the event. You can define case history events using complex conditional statements. For example, you can configure the case history to show changes to a field only when it changes to or from a particular value. You set up case history processing using component event models and event sets. Email History page. The Email History page displays email history events that are captured by component event processing. From this page users can review email event history, routing history, and audit trail information. Case and Email Audit History pages. The audit pages display record-level changes. You can choose which fields in the record to audit and which types of changes to capture (adding, updating, displaying, or deleting data). You cannot incorporate logic based on the value of the fields; the system captures changes without regard to the data that is being changed. You set up audit processing using PeopleSoft Application Designer and the Audit Setup page. The history pages are geared toward the user who needs a convenient summary of the major events in the life of a case or history events that are captured by component event processing. The audit trail complements the case history by providing a mechanism for keeping a detailed change history without cluttering up the history page.
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Auditing Setup
When you activate auditing on the Audit Setup page, you turn on auditing only for the fields that are included in the audit record (RC_CASE_AUDIT or RB_INEM_AUDIT)the record that stores the audit trail data. On the Audit Setup page, you cannot choose which fields are audited; to do that, you must redefine the audit record using PeopleSoft Application Designer.
See Also
PeopleSoft 8.8 CRM Call Center Applications PeopleBook, Working Cases, Reviewing Case History PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Component Event Processing
Setting Up Case Auditing

This section discusses how to: 1. Review and modify the audit record. 2. Choose actions to audit.
Page Used to Set Up Case Auditing

Page Name Audit - Setup Object Name
RC_COMP_AUDIT
Navigation Set Up CRM, Common Definitions, Audit Trail Setup, Audit - Setup
Usage Choose which actions (add, change, and delete) to audit.
Reviewing and Modifying the Audit Record

RC_CASE_AUDIT is the audit record for the case component. RB_INEM_AUDIT is the audit record for the inbound email component. The audit record stores audit trail data. The structure of this record determines which fields get audited. The RC_CASE_AUDIT record stores information from both support cases and help desk cases. The RB_INEM_AUDIT record only stores information for the inbound email component. Before you turn on auditing, review the record structure so that you know which fields will be audited. To change which fields get audited, use PeopleSoft Application Designer to modify the RC_CASE_AUDIT record definition or the RB_INEM_AUDIT record definition. PeopleSoft, however, does not support this modification. The audit record consists of the following elements in the order shown: 1. Audit record key fields. These fields hold information that is specific to the audit action. 2. The key fields for the records that are being audited. In the audit record, these are alternate key fields.
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Cases are based on several records; the audit record includes the key fields for every record that is being audited. Although BUSINESS_UNIT is a key to the main case record, RC_CASE, and therefore to each of its child records, this field is not on the audit record. This is because case numbers are unique across all business units, and the value in the CASE_ID field is enough to uniquely identify the case. 3. The fields that are to be audited. If a field appears in more than one record, changes to both records are audited. For example, the RC_DECSRLONG field appears in both RC_CASE and RC_CASE_NOTE. By including this field in the audit record, you ensure that changes to both the case description and the note description are audited. The following diagram illustrates the audit record architecture for RC_CASE_AUDIT. The left and right columns show three of the source recordsthe records that are being audited. The middle column shows the audit record. Note. This diagram is an example only. Use PeopleSoft Application Designer to review the actual record structures for cases.
Source Record RC_CASE CASE_ID BUSINESS_UNIT RC_VERTICAL CASE_TYPE PERSON_PIN SIN SETID_CUSTOMER CUST_ID SITE_ID CASE_CONTACT CONTACT_ID SETID_ENTL RC_DESCRLONG Key: Audit record key fields Source record key fields RC_CASE fields RC_CASE_NOTE fields RC_RESOLUTION fields Audit Record RC_CASE_AUDIT AUDIT_OPRID AUDIT_STAMP AUDIT_ACTN AUDIT_RECNAME CASE_ID NOTE_SEQ_NBR RSLN_SEQ_NBR PERSON_PIN SIN CUST_ID SITE_ID CASE_CONTACT CONTACT_ID RC_DESCRLONG RC_VISIBILITY SOLUTION_ID RSLN_SUMMARY RSLN_STATE Source Records RC_CASE_NOTE CASE_ID BUSINESS_UNIT NOTE_SEQ_NBR RC_SUMMARY RC_NOTE_TYPE RSLN_SEQ_NBR RC_VISIBILITY RB_AUDIT_SBR RC_DESCRLONG
RC_RESOLUTION CASE_ID BUSINESS_UNIT RSLN_SEQ_NBR SOLUTION_ID RSLN_SUMMARY RSLN_STATE SOURCE_CASE_ID
Partial case audit record
Choosing Actions to Audit

Access the Audit - Setup page.
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Audit - Setup page
Note. PeopleSoft does not deliver entries for the inbound email component. To define a new entry for this component, use the following values when setting up this page: Component Name: RB_EM_IB Audit Record Name: RB_INEM_AUDIT Record (Table) Name: RB_IN_EMAIL Component Name The object name of the case component. PeopleSoft delivers entries for RC_CASE_SW (the support case component) and RC_CASE_HD (the help desk case component). Although you configure auditing at the component level, the processing occurs at the record level. Therefore, when multiple components are based on the same record, the system captures data changes regardless of which component the user was in when making the change. For example, the auditing you establish for the RC_CASE_SW component is also valid for the self-service case components, which are based on the same records. To the extent that RC_CASE_SW and RC_CASE_HD are based on the same records, the auditing that you establish for one of these components also applies to the other. Description Audit Record Name Record (Table) Name A description of the auditing rules. The record where the system stores information about data changes. The structure of this record determines which fields get audited. The record that is associated with the component that is being audited. The Case component includes data from several records.
Events to Capture
For each record that is being audited, you can select which actions (add, change, and delete) to capture. Your selection applies to all audited fields in the specified record. You cannot set any field-level options on this page; all fields in a record must use the same auditing rules.
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All auditing is based on differences between the field values at the time the component is opened and at the time the component is saved. If a user saves several times while working in a component, each save triggers auditing activity. Add Select to have the system capture the change every time a value is added to a field that is being audited. A value is considered to have been added in two situations: When data is in the field the first time you save a new row of data. For example, if you create a new case, the values in all non-blank fields are considered added the first time you save that case. When you save data in a field that was previously null. Change Select to have the system capture the change every time the value of an audited field is updated. A value is considered updated when a new non-null value is different from the previous non-null value. Select to have the system capture the change every time the value of an audited field is deleted. A value is considered deleted when a null value replaces a non-null value. Select to have the Audit Trail page display the field labels rather than the fields object name. For example, if youre auditing the RC_PRIORITY field, selecting this check box causes the Audit Trail page to refer to this field as Priority rather than RC_PRIORITY. If this check box is clear, the Audit Trail page displays field values. If the audited field has translate (xlat) values, the xlat long value appears.
Delete
Show Field Label
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PART 3
Business Object Management

Chapter 11 Understanding Business Object Relationship Model Components Chapter 12 Implementing Alternate Character Chapter 13 Defining Control Values for Business Objects Chapter 14 Defining Company Business Objects Chapter 15 Defining Consumer Business Objects Chapter 16 Defining Contact Business Objects Chapter 17 Defining Site Business Objects Chapter 18 Defining Ad Hoc Business Objects
Chapter 19 Defining Name Information for Business Objects Chapter 20 Defining Contact Information for Business Objects Chapter 21 Defining Purchasing Options for Companies, Consumers, and Sites Chapter 22 Working With the Relationship Viewer Chapter 23 Working With Business Object Searches Chapter 24 Defining Corporate Hierarchy Chapter 25 Using Quick Create Chapter 26 Predefined Quick Create System Data
CHAPTER 11
Understanding Business Object Relationship Model Components

The business object relationship model (BORM) provides a flexible architecture for establishing and maintaining the relationships that form the foundation of your business model. The BORM supports business-to-business and the business-to-consumer business models with equal efficiency. You can support both of these business models within a single implementation. This chapter discusses: Business objects. Business contacts. Business object roles. Business object relationships. Contact methods for business objects, roles, and relationships. Business object directory searches. Basic data tables. Note. A detailed data model diagram of the BORM is available on Customer Connection under the Library tab.
Business Objects
A business object is any entity that can participate in business relationships. Business objects may include, for example, individual people, organizations, or database objects. To facilitate relationship management between objects, a business object record (BO) is created for each entity that participates in relationships. We deliver a set of transactions for creating the following business objects: Companies. Consumers. Sites. Contacts. Workers. You can add organization-specific entities to your system and manage relationships for these new entities in the core PeopleSoft CRM applications with little or no application customizations.
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The primary key on the business object record, the BO_ID, acts as a pointer to the entity records. This design enables relationships to be created and maintained between different entities without regard to their various key structures. The business object record also provides a common mechanism for naming different entities that participate in relationships. For a relationship to be meaningful to users, names must be associated with each relationship participant.
See Also
Chapter 14, Defining Company Business Objects , page 173 Chapter 15, Defining Consumer Business Objects, page 191 Chapter 16, Defining Contact Business Objects , page 209 Chapter 17, Defining Site Business Objects , page 221 Chapter 18, Defining Ad Hoc Business Objects, page 233 Chapter 27, Managing Workers, page 369
Business Contacts
Business contacts are your customers. In the BORM, a business contact record (BC) is created for business objects to which you can sell, ship, or bill. Delivered objects include company, consumer, and site business objects. Any of these objects can be considered a customer. You can manage contact information based on the purchasing optionssell to, ship to, or bill to optionsthat are assigned to the business object.
See Also
Chapter 21, Defining Purchasing Options for Companies, Consumers, and Sites, page 275
Business Object Roles

To participate in a relationship, a business object must be associated with a role. In the BORM, the roles that a business object can play are tracked in the Business Object Role table (BO_ROLE). Delivered roles are associated with company, consumer, site, contact, and worker business objects. You can define additional roles.
See Also
Chapter 13, Defining Control Values for Business Objects, Defining Role Types and Categories , page 154 Chapter 22, Working With the Relationship Viewer, page 281
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Business Object Relationships

Business object relationship records (BO_REL) capture a connection between two business objects, each playing a specific role. You create relationships to track and view information about your customers. For example, relationships can show the corporate structure of a company and the contacts that you work with at each of the corporate sites. To establish a relationship between two business objects, you first define relationship type records (BO_REL_TYPE), which define the rules of the relationship, including the role a business object must be associated with to participate in the relationship, and the number of business objects that can participate in a specific relationship role. In the delivered relationship types, company, consumer, site, contact, and worker business objects participate. However, you can define additional relationship types to support your business needs.
See Also
Chapter 13, Defining Control Values for Business Objects, Defining Relationship Types and Categories, page 158 Chapter 22, Working With the Relationship Viewer, page 281
Contact Methods for Business Objects, Roles, and Relationships

Contact methods represent available communication channels for a business object. Contact method information can be maintained for each business object. You can also track which contact methods to use when a business object, such as a contact, is performing a specific role or participating in a specific relationship. Pages included in the Company, Consumer, Site, Contact, and Worker components enable you to define four types of contact methodsmailing addresses, email addresses, telephone numbers, and pager numbersfor delivered business object types. When you create a relationship between a contact and a company, consumer, or site, delivered pages also enable you to specify contact information for the contact that is specific to the relationship.
See Also
Chapter 13, Defining Control Values for Business Objects, Defining Contact Method Uses, Types, and Purposes, page 161 Chapter 20, Defining Contact Information for Business Objects, page 241 Chapter 14, Defining Company Business Objects , page 173 Chapter 15, Defining Consumer Business Objects, page 191 Chapter 16, Defining Contact Business Objects , page 209 Chapter 17, Defining Site Business Objects , page 221
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Business Object Searches

Business object searches provide a common mechanism for searching or prompting for business objects. Search definitions called from system prompts and the Business Object Search component return a specific set of business objects based on role criteria. You can configure the entries included in the business object search definition. Delivered system data includes a set of search definitions that support functionality in the PeopleSoft core applications; you can modify these search definitions or create additional definitions.
See Also
Chapter 23, Working With Business Object Searches, page 293
Basic Data Tables

The Basic Data tables contain a subset of information that is contained in the Business Object Relationship Model (BORM) tables. PeopleSoft CRM created these tables to assist with integration between the different CRM products. Currently CRM Online Marketing and the external import functionality use these tables. The Basic Data tables give these other PeopleSoft products an efficient and quick way to obtain the information that they need for their business requirements. During your installation, the Basic Data tables are initialized by a process called UPG_CDM_BAS. The system automatically synchronizes the data in these tables with the information in the BORM. After that the system keeps the BORM tables and the Basic Data tables in sync.
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Basic Data Tables BO_BASIC_ORG PeopleSoft Online Marketing XML Messages Basic Data Tables EIP XML Request Messages: BO_BASIC_ORG BO_BASIC_IND XML Response Message: BO_BAS_RES Organization Type Data BO_BASIC_IND Individual Type Data BO_BASIC_DBO Transactional Summary Data
PeopleSoft BORM Components and Extermal Data Import Component

Basic Data Tables Process Flow
BO
BORM All tables in the BORM
When you create a business object using the BORM components upon saving the information the BORM tables are updated and a subset of this information is passed to the Basic Data tables. CRM Online Marketing in its business processes retrieves information directly from the Basic Data tables and updates their information directly to the Basic Data tables using XML messages. When the information is placed on the Basic Data tables this information is also passed to the BORM tables. The BORM tables and the Basic Data tables are always in sync. The external data import process also updates the Basic Data Tables if audience information is attached to the import template.
See Also
PeopleSoft 8.8 CRM Marketing Applications PeopleBook, Using PeopleSoft Online Marketing Chapter 14, Defining Company Business Objects , page 173 Chapter 15, Defining Consumer Business Objects, page 191 Chapter 16, Defining Contact Business Objects , page 209 Chapter 17, Defining Site Business Objects , page 221
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CHAPTER 12
Implementing Alternate Character

In this chapter we provide an overview of alternate character functionality in PeopleSoft CRM and we discuss how to configure your system for alternate character functionality.
Understanding Alternate Character Functionality

In Japanese and Hong Kong markets, there is a need to support the representation of proper nouns in their native format, as well as the phonetical representation of that word. PeopleSoft CRM supports this need by providing alternate character functionality. PeopleSoft CRM supports the use of an alternate character architecture and a related language table architecture to enable users to use both single-byte and double-byte character sets to enter data and to switch between a base language table and a related language table to view information in single-byte or double-byte characters. The alternate character architecture accommodates languages (such as Japanese) that require the entry of proper nouns by using two-character sets to support phonetic sorting rather than binary sorting on proper nouns. For example, users who enter data in Japanese require functionality that allows them to enter proper nouns (such as names or addresses) both in Kanji and by using a phonetic double-byte character set, such as Double-Byte Katakana.
Setting Up Alternate Character Functionality in CRM

Perform the following tasks to set up your system for alternate character functionality: Warning! Before you can enter double-byte characters and implement alternate character functionality in PeopleSoft CRM, you must be using a Japanese or Hong Kong enabled database and a double-byte-enabled operating system. Otherwise, PeopleSoft CRM cant validate double-byte characters in the alternate character fields. 1. Link the alternate character sets with language codes on the Installation Options - Alt Character page. 2. Enable the alternate character functionality for specific user IDs on the User Preferences - Overall Preferences page. 3. (optional) Enable Business Object Search to recognize the alternate character fields. Using the Search Field - Search Field Setup page youll establish a record of BO_NAME and a Field of BO_NAME_AC for company and sites and a Field of NAME_AC for persons and then perform the rest of the process for modifying a business object search definition.
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Entering Alternate Character Information

Once you have set up your system for alternate character functionality you can then enter the alternate character fields for company and person names and addresses using the Company, Consumer, Site, and Contact (Business Object Relationship Model) components. The alternate character fields appear in the system differently depending on the type of alternate character information (names or addresses) you are entering.
Viewing Alternate Character for a Company Name
For a company name, the alternate character field will always appear if you have enabled alternate character functionality. The alternate character field will always appear whether you have populated it with a value or not. In this case, the display of the alternate character field does not depend on the country setting.
Viewing Alternate Character for a Persons Name
For a persons name, the alternate character field will appear on a page if you have enabled alternate character functionality and you have selected a country of Japan or Hong Kong (Format Using of JPN or HKG). If you have enabled alternate character functionality but havent selected one of these countries you will not be able to view the alternate character field.
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Note. The alternate character field is independent of the country setting specified for the user in the users preferences.
Viewing Alternate Characters for an Address
For an address, the alternate character fields (pertaining to all four address lines and city) will appear on a page if you have enabled alternate character functionality and you have selected a country of Japan or Hong Kong (Country of Japan or Hong Kong). In addition, the alternate character fields will not appear when you are displaying a summary view of the addresses. To view the alternate character fields for an address you will need to go to the View Address or Update Address page where you can view or edit the actual address. Note. The alternate character field is independent of the country setting specified for the user in the users preferences.
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Searching by Alternate Character

After you have established alternate character information, the alternate character fields can be used as search criterion when searching for the business object using the Business Object Search or the Configurable Search.
Displaying Japanese Names on Pages

Pages that display personal name fields usually display them in First Name, Last Name order. When the country is Japan, however (JPN in the Format Using field), those fields appear in the Last Name, First Name order. Another difference is that the Name field displays "Last Name[space]First Name," not "Last Name,First Name"; that is, a space separates the last and first names, not a comma.
See Also
Chapter 14, Defining Company Business Objects , page 173 Chapter 15, Defining Consumer Business Objects, page 191 Chapter 16, Defining Contact Business Objects , page 209 Chapter 17, Defining Site Business Objects , page 221
Configuring Your System for Alternate Character Functionality

In this section, we discuss how to: 1. Set alternate characters for a language code. 2. Enable alternate character functionality for the system. 3. (optional) Enable Business Object Search to recognize alternate character fields.
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Pages Used to Configure Your System for Alternate Character Functionality

Page Name Installation Options - Alt Character User Preferences - Overall Preferences Object Name
ALT_CHAR_PNL
Navigation Set Up CRM, Install, Installation Options, Alt Character Set Up CRM, Security, User Preferences, Overall Preferences
Usage Determine the alternate characters the system uses for a specific language code. To enable alternate character functionality. See Chapter 4, Setting Up Security and User Preferences, Defining User Preferences, page 61. Define the alternate character fields so that they can be used by the Business Object search. See Chapter 23, Working With Business Object Searches, Defining Search Fields, page 313.
OPR_DEF_TABLE_RB1
Search Field - Search Field Setup
BO_SEARCH_FIELD
Set Up CRM, Utilities, Business Object Search, Search Field
Setting Alternate Characters for Language Codes

Access the Installation Options - Alt Character page.
Installation Options - Alt Character page
Language Code
Select a code to which you can assign an alternate character value from the available options. When you enable the use of alternate characters for a user, the system only allows the user to use the character set assigned to the users language code for all fields with an associated Alternate Character field. Select the character set for the language code. Characters sets are: Alphanumeric, Alphanumeric with Latin-1 Ext, Any, DB Any Characters (Kanji), Double Byte Hiragana, Double-Byte Katakana, and Single Byte Katakana.
Alternate Character
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Defining Control Values for Business Objects

This chapter provides an overview of business object controls and discusses how to define: Business object types and name types. Role types and categories. Relationship types and categories. Contact method uses, types, and purposes. Component transfer navigation. Segment codes. Industries. National ID types. Customer data management system options.
See Also
Chapter 11, Understanding Business Object Relationship Model Components, page 131
Understanding Business Object Controls

Business object control values are the options that users can select when defining business objects. For many of these controls, PeopleSoft provides system data to support specific processing. This section discusses predefined values for: Business object types. Role types. Role categories. Relationship types. Relationship categories. Contact method uses. Contact method types. Contact method purpose types. Component transfer navigation.
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Business Object Types

The term business object refers to any entity that can participate in business relationships. Business objects participate in relationships with other business objects according to their assigned roles. Business object types categorize business objects and enable you to define roles for each type. Note. You should seldom need to add additional business object types. Most entities that participate in relationships can be categorized by the delivered types. The following predefined business object types are available:
Business Object Type Individual (1) Description Represents a single individual, such as a contact or a consumer. Represents a group of individuals, such as a company. Represents an object in your system, such as a Financial Account, or sales lead.
Organization (2) Database Object (3)
Note. The numbers in parentheses indicate the business object type ID.
Role Types
Business objects participate in relationships according to their assigned roles, or role types. A set of role types is maintained for each business object type. Role types can be grouped into categories to support processing that applies to a specific set of role types. The following predefined business object role types are available for each delivered business object type. Note. The numbers in parentheses indicate the role type ID.
Business Object Type 1: Individual

PeopleSoft delivers the following role types for individuals.
Role Type Person (1) Description A person with an undefined role. This role is automatically assigned when you create consumers, contacts, and workers using the Consumer, Contact, and Worker components. A person who performs work for your company either as an employee or a contractor. This role is automatically assigned when you define a worker using the Worker component.
Worker (4)
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Role Type Broker (5)
Description A person who acts on behalf of multiple customers. This role can be manually assigned to a contact business object using the Role page of the ad hoc Business Object component. A person who acts on behalf of a customer. This role is automatically assigned when you define a contact for a customer using the Contact, Company, Consumer, or Site components. A person who purchases, leases, or contracts for your product or services. This role is automatically assigned when you define a consumer using the Consumer component. A person who participates as member of an account team assigned to manage a corporate account. This role is automatically assigned when you define a worker as a member of an account team on the Accounts page of the Company component. This role used for converting earlier versions of PeopleSoft CRM. PeopleSoft CRM used to have Contact types, and these have been changed to Role types. This role used for converting earlier versions of PeopleSoft CRM. PeopleSoft CRM used to have Contact types, and these have been changed to Role types. This role indicates that the individual is a customer that can receive shipments. This role is for Order Processing. This role indicates that the individual is a customer that can make purchases. This role is for Order Processing. This role indicates that the individual is a customer that can receive bills. This role is for Order Processing. This role indicates that the individual is an individual prospect. This role is for Sales.
Contact (8)
Individual Consumer (9)
Account Contact (17)
Internal Contact (28)
External Contact (29)
Ship To Individual (45)
Sold To Individual (46)
Bill To Individual (47)
Individual Prospect (53)
Business Object Type 2: Organization

PeopleSoft delivers the following role types for organizations.
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Role Type Company (2)
Description An organization that purchases, leases, or contracts for your product or services. This role is automatically assigned when you define a customer using the Company component. A place where a product is shipped or installed or a service is performed. This role is automatically assigned when you define a site using the Company, Consumer, or Site component. A company that competes for your companys customer base. This role can be manually assigned to company business objects using the Role page of the ad hoc Business Object component. A company that cooperates with your company in a joint venture. This role is reserved for functionality planned for future releases. A company that is the primary owner. This role is used in PeopleSoft CRM Sales. This role represents a corporate hierarchy. This role indicates that the organization is a customer. This role indicates that the customer can receive shipments. This role indicates that the customer can make purchases. This role indicates that the customer can receive bills. This role indicates that the individual is a customer (BC). This role indicates that the individual is an organizational prospect.
Site (3)
Competitor (10)
Partner (11)
Primary Owner - Company (24)
Corporate Hierarchy (35) Business Contact (ORG) (40) Ship To Organization (41)
Sold To Organization (42) Bill To Organization (43) Business Contact (IND) (44) Organizational Prospect (54)
Role Categories
Role categories combine role types. The following predefined categories are available.
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Note. In the table below, the numbers in parentheses in the first column indicate the role category ID. The numbers in parentheses in the second column indicate the role type ID
Role Category Contact (1) Customer (2) Company Site (3) Customer and Contact (4) Contact and Worker (7) Interaction Group (10) Contact (8) Company (2) and Individual Consumer (9) Site (3) Company (2), Contact (8), and Individual Consumer (9) Worker (4) and Contact (8) Company (2), Site (3), Contact (8), and Individual Consumer (9) Site (3) Individual Consumer (9) Site (3) Company (2), Site (3), and Individual Consumer (9) Not applicable. Role Types in the Category
Company (13) Individual Consumer (14) Site (15) Customer and Site (17) Contact Type (19) Note. This role category is used during the upgrade process to convert contact data from the prior architecture to current architecture. Contact types from the previous system are mapped to this role category. Business Object Search (21)
Company (2), Site (3), Worker (4), Contact (8), and Individual Consumer (9)
Relationship Types
Relationship types describe the relationship between two business objects. A relationship type must be defined for each relationship that a business object with a specific role can participate in. Relationship types can be grouped into categories for processing logic and reporting. The following predefined business object relationship types are available.
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Note. The numbers in parentheses indicate the relationship type ID.

Relationship Type Company <> Site (4) Description A non-hierarchical relationship between company (2) and site (3) role types indicating that a company includes a site. The relationship is automatically established when you associate a site with a company using the Company component or the Site component. A peer-to-peer relationship between two site (3) role types indicating that the sites are associated with the same company. The relationship is created manually using the Relationship page in the ad hoc Business Object component. A relationship between contact (8) and company (2) role types indicating that the person with the contact role is the primary contact for the company. The relationship is automatically established when you indicate the primary contact for a company using the Company component. A relationship between contact (8) and company (2) role types indicating that the person with the contact role is a contact for the company. The relationship is automatically established when you associate a contact with a company using the Company, Site, or contact components. A relationship between contact (8) and site (3) role types indicating that person with the contact role is the primary contact for the site. The relationship is automatically established when you indicate the primary contact for a company using the Site component. A relationship between contact (8) and site (3) role types indicating that person with the contact role is a contact for the site. The relationship is automatically established when you associate a contact with a site using the Company, Site, or contact components. A relationship between contact (8) and consumer (9) role types indicating that person with the contact role is the primary contact for the consumer. The relationship is automatically established when you indicate the primary contact for a consumer using the Consumer component.
Site <> Site (6)
Primary Contact <> Company (9)
Contact <> Company (10)
Primary Contact <> Site (11)
Contact <> Site (12)
Primary Contact <> Consumer (13)
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Relationship Type Contact <> Consumer (14)
Description A relationship between contact (8) and consumer (9) role types indicating that the person with the contact role is a contact for the consumer. The relationship is automatically established when you associate a contact with a consumer using the Consumer, Site, or contact components. A relationship between contact (8) and person (1) role types indicating that person with the contact role is the primary contact for the person with the person role. This relationship can be created manually using the Relationship page in the ad hoc Business Object component. A relationship between contact (8) and person (1) role types indicating that person with the contact role is a contact for the person with the person role. This relationship can be created manually using the Relationship page in the ad hoc Business Object component. A non-hierarchical relationship between consumer (9) and site (3) role types indicating that a consumer is associated with a site. The relationship is automatically established when you associate a site with a consumer using the Consumer component or the Site component. A hierarchical relationship between two company (2) role types indicating that one company is the parent of another company. The relationship is automatically established when you define a parent company on the Company component. A relationship between contact (8) and competitor (10) role types indicating that the person with the contact role is the primary contact for a competitor. This relationship can be created manually using the Relationship page in the ad hoc Business Object component. A relationship between contact (8) and competitor (10) role types indicating that the person with the contact role is a contact for a competitor. This relationship can be created manually using the Relationship page in the ad hoc Business Object component.
Primary Contact <> Person (15)
Contact <> Person (16)
Consumer <> Site (17)
Parent Company <> Company (18)
Primary Contact <> Competitor (19)
Contact <> Competitor (20)
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Relationship Type Acct Owner <> Company (31)
Description A relationship between account contact (17) and company (2) role types indicating that the person with the account contact role is the owner of the company account. This relationship is automatically created when you indicate the owner on the Account page of the Company component. A relationship between account contact (17) and company (2) role types indicating that the person with the account contact role is the a member of the company account team. This relationship is automatically created when a account member is added on the Account page of the Company component.
Acct Team Member <> Company (32)
Relationship Categories
Relationship categories group relationship types. The following predefined business object relationship categories are available. Note. The numbers in parentheses indicate the relationship category ID.
Relationship Category . Contact (1) Relationship Types in the Category
Primary Contact <> Company (9) Contact <> Company (10) Primary Contact <> Site (11) Contact <> Site (12) Primary Contact <> Consumer (13) Contact <> Consumer (14) Primary Contact <> Person (15) Contact <> Person (16)
Primary Contact (2)
Primary Contact <> Company (19) Primary Contact <> Site (11) Primary Contact <> Consumer (13) Primary Contact <> Person (15)
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Relationship Category . Site (4)
Relationship Types in the Category
Company <> Site (4) Consumer <> Site (17)
Contact Type (5) Note. This relationship category is used during the upgrade process to convert contact data from the prior architecture to current architecture. Contact codes from the previous system are mapped to this relationship category.
Not applicable.
Contact Method Types

In PeopleSoft CRM, you can define multiple, effective-dated communication channels for company, site, consumer, contact, and worker business objects. For contact business objects, you can also define multiple communication channels for the each of the roles that the contact plays in relationships with company, consumer, and site business objects. A contact method is a specific communication channel. When you define a contact method for a business object or business object in a specific relationship role, you define the contact method type and purpose. The contact method type indicates the kind of communication channel, such as telephone or email. The contact method purpose indicates when the contact method should be used. For example, a contact method purpose of Main may indicate the address to use for sending mail to a companys main offices. Similarly a contact purpose type of Home may indicate the phone number to use when calling a consumer in the evening. A set of contact method purpose types can be defined for each contact method in the system. The following predefined contact method types are available. Note. The numbers in parentheses indicate the contact method ID. Address (1). Phone (2). Pager (3). Email (4).
Contact Method Purpose Types

The following predefined contact method purpose types are available for each of the delivered contact method types. Note. The numbers in parentheses refer to the contact method purpose type ID.
Contact Method Type 1: Address Contact Method

The following contact method purpose types are available for the address contact method type:
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Physical Location (5) Business (32). Campus (33). Dormitory (34). Home (35). Legal (36). Mailing (37). Other (38).
Contact Method Type 2: Phone Contact Method

The following contact method purpose types are available for the phone contact method type: Business (11). Cellular (12). Default (13). FAX (14). Home (15). Telex (16). Campus (40). Dormitory (41). Main (42). Other (43).
Contact Method Type 3: Pager Contact Method

The following contact method purpose types are available for the pager contact method type: Pager 1 (21). Pager 2 (22).
Contact Method Type 4: Email Contact Method

The following contact method purpose types are available for the email contact method type: Business (27). Campus (28). Dorm (29). Home (30). Other (31).
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Component Transfer Navigation

A component navigation definition defines a specific transaction page in the system that users can transfer from the Relationship Viewer component or the Relationship page of the Company, Consumer, Contact, and Site components. The system displays transfer buttons for each business object displayed in the relationship viewer. The location accessed by the button is determined by a component navigation definition. The following predefined component navigation definitions are available. Note. The text in parentheses indicates the component navigation transaction ID.
Component Navigation Definition Account Representative (ACCTREP) Description Enables transfers to the Accounts page of the Company component. Not implemented for this release. Enables transfers to the Business Object page of the ad hoc Business Object component. Enables transfers to the Company page of the Company component. Enables transfers to the Consumer page of the Consumer component. Enables transfers to the Contact page of the Contact component. Enables transfers to the Site page of the Site component. Enables transfers to the Worker page of the Worker component.
Business Contact (BC) Business Object (BO)
Company (COMPANY)
Individual Consumer (CONSUMER)
Person (PERSON)
Site (SITE) Worker (WORKER)
Defining Business Object and Name Types

This section discusses how to: Modify and add business object types. Define name types for business objects.
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Pages Used to Define Business Object and Name Types

Page Name Business Object Type Object Name
BO_TYPE
Navigation Set Up CRM, Common Definitions, Customer, Business Object Type Set Up CRM, Common Definitions, Customer, Business Object Name Type
Usage Maintain business object types. Define name categories for the selected business object type. When you define names for a business object, you must specify the name type associated with each name record.
Business Object Name Type BO_NAME_TYPE
Modifying and Adding Business Object Types

Access the Business Object Type page. When you open a business object type record that was delivered as system data, the record information appears in a display-only format. To update the system data record, click the Modify System Data button. Important! PeopleSoft does not support changes made to the system data delivered with PeopleSoft CRM. Note. You should seldom need to add additional business object types. Most entities that participate in relationships can be categorized by the delivered types. Business Object Type ID Displays the identification code associated with the business object type. When you add a new business object type, the system automatically assigns a value using automatic numbering functionality.
Defining Name Types for Business Objects

Access the Business Object Name Type page. In PeopleSoft CRM, each business object can have multiple names. The business object name type classifies each associated name for informational purposes. A name type is required for each business object name record. Business Object Type ID The identification business object type to which the name type is associated.
Business Object Name Type Enter the name type.
Defining Role Types and Categories

This section discusses how to: Modify and add role types. Define role categories.
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Pages Used to Define Role Types and Categories

Page Name Role Type - Role Type Object Name
BO_ROLE_TYPE
Navigation Set Up CRM, Common Definitions, Customer, Role Type Set Up CRM, Common Definitions, Customer, Role Type, Default Views
Usage Maintain role types.
Role Type - Default Views
BO_REL_ROLEDFLT
Define the relationship views that will appear on the Relationship Viewer page for this role. See Chapter 22, Working With the Relationship Viewer, Defining Relationship Viewer Page Defaults, page 286.
Role Category
BO_SRCH_GROUP
Set Up CRM, Common Definitions, Customer, Role Category
Define groups of roles. Generally, role categories serve a specific processing purpose, such as a business object directory search process.
Modifying and Adding Role Types

Access the Role Type - Role Type page.
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Role Type - Role Type page
When you open a role type record that was delivered as system data, the record information appears in a display-only format. To update the system data record, click the Modify System Data button. Important! PeopleSoft does not support changes made to the system data delivered with PeopleSoft CRM. Role Type ID Displays the identification code associated with the business object role type. When adding a new role type, the system automatically assigns a value using automatic numbering functionality. Select the business object type for which this role type is valid. Business object types are established on the Business Object Types page. Select the component navigation definition associated with the role type. Component navigation definitions are established using the Component Navigation component under the Set Up CRM, Common Definitions, Customer menu.
Business Object Type Transaction ID
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Enabled Role Icon
Select the enabled role icon. This image is used to visually indicate the role type in various parts of the PeopleSoft CRM system such as, the Relationship Viewer and the Customer Data Management components. Select the disabled role icon. This image is used to visually indicate the role type in various parts of the PeopleSoft CRM system such as, the Relationship Viewer and the Customer Data Management components. Select this check box if the role data should be included when publishing a CDM application message. For example, if we are publishing a Company message, the company might have other roles as well, should the extra role data be published. Select to indicate a role assigned to business object that exists primarily to group participant business objects. For example, a household business object might be created to group the people who live at a specific address. This field is informational only. Select to indicate a role that is assigned to business objects that participate in relationships with a business object that has a joining role. For example, you might create a household member role to assign to the people who live at a specific address. This field is informational only. Select to indicate that you want to capture contact methods for this role type. This field is informational only. PeopleSoft CRM uses this field in system data to determine if a summarization of information (Basic Data) should be stored for the role. Select to enable this role to be used by the quick create functionality. See Chapter 25, Using Quick Create, page 323.
Disabled Role Icon
Publish EIP
Join Indicator
Participant Indicator
Capture Contact Methods Enabled for Basic Data
Enabled for Quick Create
Application Class ID and Application Class Path
Select the application class Id and application class path. The application class fields identify the Application Class that encapsulates the processing of the role denoted by this Role Type. For example, the Contact role is supported by the Contact Application Class. Click this link to view the available application classes provided by PeopleSoft CRM. When you click this link the Application Packages Lookup page appears. See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Using Application Classes.
Package Tree Viewer
See Also
Chapter 13, Defining Control Values for Business Objects, Defining Component Transfer Navigation , page 165
Defining Role Categories

Access the Role Category page.
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When you open a role category record that was delivered as system data, the record information appears in a display-only format. To update the system data record, click the Modify System Data button. Important! PeopleSoft does not support changes made to the system data delivered with PeopleSoft CRM. Role Category ID Displays the identification code associated with the business object role category. When you add a new role category, the system automatically assigns a value using automatic numbering functionality.
Defining Relationship Types and Categories

This section discusses how to: Modify and add relationship types. Define relationship categories.
Pages Used to Define Relationship Types and Categories

Page Name Relationship Type Object Name
BO_REL_TYPE
Navigation Set Up CRM, Common Definitions, Customer, Relationship Type Set Up CRM, Common Definitions, Customer, Relationship Category
Usage Maintain relationship types.
Relationship Category
BO_REL_CATEGORY
Define groups of relationships.
Modifying and Adding Relationship Types

Access the Relationship Type page.
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Relationship Type page
When you open a relationship type record that was delivered as system data, the record information appears in a display-only format. To update the system data record, click the Modify System Data button. Important! PeopleSoft does not support changes made to the system data delivered with PeopleSoft CRM. Relationship Type ID Displays the identification code associated with the relationship type. When you add a new relationship type, the system automatically assigns a value using automatic numbering functionality. This indicates that the relationship is coupled with another relationship type. Only one occurrence of the Primary type relationship can exist at one time (Primary Contact) all other contacts would be secondary contacts, with a different relationship type. When this field is selected, another edit box appears where you can enter the secondary type relationship. Select to define a hierarchical relationship. Relationship hierarchies show parent-child relationships between business objects and can be graphically represented with a tree format in the relationship viewer. In hierarchical
Primary Relationship
Hierarchical
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relationships, the business object participating in the Role Type ID 1 field is interpreted as the parent and the business object in Role Type ID 2 is the child. Peer to Peer Select to define a peer-to-peer relationship. Peer-to-peer relationships are appropriate between two business objects with a type of Individual that share a direct relationship to a third business object. Select this check box if the relationship data should be included when publishing a CDM application message.
Publish EIP
Relationship Structure
A relationship is formed between two business objects, each playing a specific role in the relationship. The relationship structure defines the two role types that define the relationship type, together with cardinality informationthe number of business objects that can participate in a specified role for the relationship type. Role Type ID (1 and 2) Role Verb (1 and 2) Role Cardinality Select the role types that can participate in the relationship. Role types are established on the Role Type page. Enter a verb clause that describes the role played by business objects participating in the relationships of this type. This field is informational only. Select the number of business objects that can be defined in the relationship role: One or Many. If the value is One for role type 1 or 2, only one business object can only be defined in the specified role for a given instance of the relationship. If the value is Many, you can define minimum and maximum values for the number of business objects that can be defined in the specified role. Select this check box if this type of relationship is required when adding a role of the type chosen. This field is informational only. Enter the minimum and maximum values. If there is no maximum constraint, select the Unlimited check box. Select the parties in the relationship you want to capture contact methods for. For example, when capturing the contact methods for a contact in a relationship with a company, you will not specify a relationship contact method for the company, but you will specify a relationship contact method for the contact. This field is informational only. PeopleSoft CRM uses this field in system data to determine if a summarization of information (Basic Data) should be stored for this relationship.
Role Optionality Minimum and Maximum Capture Contact Methods
Enabled for Basic Data
Note. To use the relationship viewer with a specific role type, configure the role in a relationship using the Configure Relationship Views component under the Set Up CRM, Common Definitions, Customer menu.
See Also
Chapter 22, Working With the Relationship Viewer, page 281
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Defining Relationship Categories

Access the Relationship Category page.
Relationship Category page
When you open a relationship category record that was delivered as system data, the record information appears in a display-only format. To update the system data record, click the Modify System Data button. Important! PeopleSoft does not support changes made to the system data delivered with PeopleSoft CRM. Relationship Category ID Displays the identification code associated with the relationship category. When you add a new relationship category, the system automatically assigns a value using automatic numbering functionality.
Defining Contact Method Uses, Types, and Purposes

This section discusses how to: Maintain contact method uses. Add and modify contact method types. Maintain or add contact method purpose types.
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Pages Used to Define Contact Method Types and Purposes

Page Name Contact Method Use Object Name
CM_USE
Navigation Set Up CRM, Common Definitions, Customer, Contact Method Use Set Up CRM, Common Definitions, Customer, Contact Method Type Set Up CRM, Common Definitions, Customer, Contact Method Purpose Type
Usage Maintain contact method uses. Maintain contact method types. Maintain contact method purpose types.
Contact Method Type
CM_TYPE
Contact Method Purpose Type
CM_PURPOSE_TYPE
Maintaining Contact Method Uses

Access the Contact Method Use page.
Contact Method Use page
Description Use Icon
Enter a description for the contact method use. Select the icon you want to associate with this contact method use. After you select the icon, the actual icon will display to the right of the field.
Adding and Modifying Contact Method Types

Access the Contact Method Type page.
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Contact Method Type page (1 of 2)
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Contact Method Type page (2 of 2)
When you open a business object contact method type record that was delivered as system data, the record information appears in a display-only format. To update the system data record, click the Modify System Data button. Important! PeopleSoft does not support changes made to the system data delivered with PeopleSoft CRM. Contact Method Type ID Displays the identification code associated with the contact method type. When you add a new contact method type, the system assigns a value using automatic numbering functionality.
Uses
Contact Method Use ID Select the contact method uses you want to associate with the contact method type.
Maintaining and Adding Contact Method Purpose Types

Access the Contact Method Purpose Type page. When you open a contact method purpose type that was delivered as system data, the record information appears in a display-only format. To update the system data record, click the Modify System Data button. Important! PeopleSoft does not support changes made to the system data delivered with PeopleSoft CRM. Contact Method Type ID Displays the contact method type that the contact method purpose is associated with.
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Contact Method Purpose ID Field Value
Displays the identification code associated with the contact method purpose type. When adding a contact method purpose type, the system assigns a value using automatic numbering functionality. Enter a value to map contact method purpose types in PeopleSoft CRM to corresponding translate values in PeopleSoft Supply Chain Management and third-party systems.
Defining Component Transfer Navigation

This section discusses how to: Maintain component transfer navigation descriptions. Define component transfer navigation paths.
Pages Used to Define Component Transfer Navigation

Page Name Component Navigation Description Object Name
RB_TXN_DEFN
Navigation Set Up CRM, Common Definitions, Customer, Component Navigation, Description Set Up CRM, Common Definitions, Customer, Component Navigation, Navigation Path
Usage View and maintain the description and details for a component navigation definition. Define the location of the transaction page that users are transferred to.
Component Navigation Navigation Path
RB_TXN_MKT
Maintaining Component Transfer Navigation Descriptions

Access the Component Navigation - Description page.
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Component Navigation - Description page
When you open a component navigation definition record that was delivered as system data, the record information appears in a display-only format. To update the system data record, click the Modify System Data button. Important! PeopleSoft does not support changes made to the system data delivered with PeopleSoft CRM. Transaction ID Displays the identification code associated with the component navigation definition. This code appears in the prompt list for the Transaction ID field on the Role Type page under the Set Up CRM, Common Definitions, Customer menu.
Defining Component Transfer Navigation Paths

Access the Component Navigation - Navigation Path page.
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Component Navigation - Navigation Path page
Note. To enable component transfers, enter a value for each of the fields on this page. Market Specify the name of the market that the component is associated with. A component is uniquely identified by its name and its market association. You can add records for each market. Enter the complete navigation for the page users will be transferred to. Enter the PeopleTools object names for the menu, the menu bar, the menu item (the component), and the page. Select the object name for the table populated by the specified page. Typically, this is the search record.
Menu Name, Menu Bar Name, Item Name, Component Name, and Page Name Record (Table) Name
Defining Segment Codes

Segment codes enable you to define customer attributes that are important for your business objectives. For example, you can use segment codes to define a customers market segment, priority, or total value to your enterprise. Segment codes are informational in PeopleSoft CRM. However, you can develop reports based on the segment codes associated with your customers.
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Page Used to Define Segment Codes

Page Name Segment Code Object Name
RD_SEGMENT
Navigation Set Up CRM, Common Definitions, Customer, Segment Code
Usage Define codes representing customer attributes such as a customers market segment, priority, or value. For informational purposes, you can associate each company and consumer with a segment code.
Defining Industries
In this section, we discuss how to define industries.
Page Used to Define Industries

Page Name Industry Object Name
RSF_INDUSTRY
Navigation Set Up CRM, Common Definitions, Customer, Industries, Industry
Usage Define industries.
Defining Industries
Access the Industry page.
Industry page
SIC Code Parent Industry ID
Enter the standard industry code for this industry. Select the parent industry for this industry.
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See Also
Chapter 14, Defining Company Business Objects , page 173
Defining National ID Types

In this section, we discuss how to define national ID types.
Page Used to Define National ID Types

Page Name National ID Type Table Object Name
NID_TYPE_TABLE
Navigation Set Up CRM, Common Definitions, Customer, National ID Type, National ID Type Table
Usage Define national ID types.
Defining National ID Types

Access the National ID Type Table page.
National ID Type Table page
NID Type(national ID type) National ID Format
Enter the type of national ID. Enter the format for the national ID.
See Also
Chapter 16, Defining Contact Business Objects , page 209
Defining Customer Data Management System Options

In this section, we discuss how to define customer data management system options.
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Page Used to Define Customer Data Management System Options

Page Name Object Name Navigation Set Up CRM, Common Definitions, Customer, Customer Installation Options, Customer Data Management System Options Usage Define customer data management system options. Customer Data Management BO_INSTALLATION System Options
Defining Customer Data Management System Options

Access the Customer Data Management Systems Options page.
Customer Data Management System Options page
System Settings
Process Basic Data Summary Select this option if you want the BASIC data tables to be updated. Selecting this option here will override the setting for the role. The
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BASIC data tables are used by PeopleSoft CRM Online Marketing, the data import process, and PeopleSoft CRM Mobile. Note. If you are not using any of these processes we suggest that you dont select this option. This will improve your system performance. Default SetID for Inbound EIPs Select the default SetID. The CDM EIPs will use this SetID during the processing of the EIPs if no SetID is provided on the incoming application messages. See Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, page 675.
Mobile Customer Options

Mobile Customer Options Select the mobile customer option you want to establish system level defaults for. Mobile customer options are created using the Mobile Customer Options page under the Set Up CRM, Install, Mobile menu.
Enable Mobile Relationship Select this option if you want the ability to use the Relationship Viewer Viewer in PeopleSoft CRM Mobile. Enable Mobile 360 Degree View Mobile 360 Out-of-Date Detection Record Fields Select this option if you want the ability to use the 360-Degree View in PeopleSoft CRM Mobile. Enter the records and fields that will be used by PeopleSoft CRM Mobile to check for out-of-date detection. The records and fields equate to a chunk of the 360-Degree View tree. Currently, PeopleSoft provides seven records and fields for your use. The records and fields PeopleSoft CRM provides are: RC_CASE (record) / BO_ID_CONTACT (field) RC_CASE (record) / BO_ID_CUST (field) RF_SO_HDR (record) / BO_ID_CONTACT (field) RF_SO_HDR (record) / BO_ID_CUST (field) RSF_LEAD (record) / BO_ID_CUST (field) RSF_OPPORTUNITY (record) / BO_ID_CONTACT (field) RSF_OPPORTUNITY (record) / BO_ID_CUST (field)
See Also
PeopleSoft 8.8 CRM Mobile Applications, Working With Customer and Product Information on a Mobile Device
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Defining Company Business Objects

This chapter provides an overview of how companies are modeled in PeopleSoft CRM and discusses how to: Define general company information. Define company sites. Define company contacts. Define company relationships. Define company purchasing options. Define company account information.
Understanding Company Records

A company is an organization that purchases, leases, or contracts for your product or services. In PeopleSoft CRM, companies are represented as business objects with a business object type of Organization and a role type of Company. A record for each company is created in the Company table (RD_COMPANY). Because companies participate in business transactions, a record for the company is also created in the Business Contact table (BC), which enables records for sold to, bill to, and ship to information to be defined for the company. For each company, you can associate sites, or the geographic locations of the company where your services may be performed or your products shipped or installed. Site records are maintained in the Site table (RD_SITE). When you associate a site with a company, a record is inserted in the Business Object Relationship table (BO_REL) to capture the relationship between the site and the company. You can also define the companys contactsthe people who participate in business transactions on behalf of the company. Records for contacts are maintained in the Person table (RD_PERSON). When you associate a person with a company or one of the companys sites, the person is assigned a role type of Contact and a record is created in the Business Object Relationship table (BO_REL) to capture the contact relationship between the person and the company.
Understanding Key Performance Indicators

A key performance indicator (KPI) is a value that represents a customers overall performance in your system. Performance indicators are useful when working with your customers to establish and keep successful relationships with them. For example, using these indicators you can determine which customers you want to offer special values or promotions to.
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PeopleSoft Enterprise Performance Management (EPM) analyzes customer information that you defined as criteria and the system uses this information to calculate and determine one single KPI value. In PeopleSoft EPM you determine the criteria that is used for the determination of the KPI. The KPI value can represent anything you like. For example, it could be a category such as, gold, silver, or bronze or it could be a calculated number value. When the KPI value is available in PeopleSoft EPM it can be brought into PeopleSoft CRM. PeopleSoft CRM can subscribe to the application message that is published from PeopleSoft EPM that contains that data. After some simple data mapping in PeopleSoft CRM, the system can display the KPI value on the pages in PeopleSoft CRM. In the Company and Contact component, the system displays the KPI value in the Assessment field. In other PeopleSoft CRM applications the KPI value is displayed on the toolbar in the Customer Value field. In the Customer Value field in the toolbar the system displays the value of ASSESS_IMAGE_ID and ASSESS_DESCR fields which are updated by the application message received from PeopleSoft EPM.
See Also
Chapter 11, Understanding Business Object Relationship Model Components, page 131 Chapter 16, Defining Contact Business Objects , page 209 Chapter 17, Defining Site Business Objects , page 221 Chapter 19, Defining Name Information for Business Objects, page 235 Chapter 20, Defining Contact Information for Business Objects, page 241 Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, Mapping Message Data to PeopleSoft CRM Records and Fields, page 701 PeopleSoft Enterprise Performance Management (EPM) PeopleBook
Defining General Company Information

This section discusses how to: Maintain primary company information. Add notes and attachments. Enter attributes. You can also create and maintain company records in PeopleSoft Supply Chain Management or a third-party system in your enterprise and synchronize the company data with your PeopleSoft CRM system by implementing the following enterprise integration points (EIPs): the Customer EIP, Customer_Company EIP, Customer_Consumer EIP, Customer_Site and Customer_Contact EIP.
See Also
Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, Integrating Companies, Consumers, Sites, Contacts, and Workers With Other Systems, page 686 PeopleSoft Enterprise Integration PeopleBook
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Pages Used to Define General Company Information

Page Name Company Search Object Name
RD_COMPANY_GSRCH
Navigation Customers CRM, Company
Usage Search for existing companies or initiate adding a new company. View and update primary information about the company, including name, address, phone, and email information. Add notes and attachments for the specified company.
Company - Company
RD_COMPANY_MAIN_2
Select an existing company on the Company Search page.
Company - Notes
RD_COMPANY_NOTE_2
Select an existing company on the Company Search page. Select the Notes tab. Select an existing company on the Company Search page. Select the Attributes tab.
Company - Attributes
RB_ATTR_RUN_COMP
Capture company data specific to your business or industry requirements.
Accessing Companies
Access the Company Search page. The appearance, behavior, and personalization options for this page are controlled by the search definition for the Company component. See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Search Pages.
Maintaining Primary Company Information

Access the Company - Company page.
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Company - Company page: Primary view (1 of 2)
Company - Company page: Primary view (2 of 2)
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Note. Multiple views of this page are available by clicking the links at the top of the page. Some fields appear in all views, but others only in a single view. The system displays the primary name, company ID, and setID of the company you are working with. When you add a new company, the system displays the Name group box. By default, the information you enter is the primary name for the company. You can add additional names to the name record and designate another name as primary using the Name view of this page. The fields under Profile Information provide basic information about the company. Customer Type Select a customer category for use in reports. You can modify the translate values, User 1 - User 4, to reflect categories that make sense for your customer-tracking needs. For example, User 1 might represent your manufacturing customers, User 2 might represent your retail customers, and so forth. Enter the customers business type for informational purposes. Select the identification code of the industry that the company is a member of. Industry codes are established on the Industry page under the Set Up CRM, Product Related, Sales, Lead and Opportunity, Industries menu. See Chapter 13, Defining Control Values for Business Objects, Defining Industries, page 168. Revenue Generated Country Enter the amount of revenue generated by the company. Select the code of the country that the company is based in. Country codes are established with the Country component under the Set Up CRM, Common Definitions, Location menu. Select a description of the company. Values are Branch, Division, Headquarters, Single Location, and Subsidiary. This field is informational only. Enter the name of the parent company. Parent companies must be established in your system using this component before they can be associated with subsidiaries. When the component is saved, the system automatically creates a relationship between the two company business objects. Enter the URL of the companys Website. Click the transfer button to access the Website specified in this field. Click this link to access a hierarchical tree view of selected relationships specified for the company in the Corporate Hierarchy component. Select one of these options to indicate whether the company has requested stoppage of all unsolicited communications from your business. These fields are informational only.
Business Industry
Location Type Parent Company
Website URL Corporate Hierarchy Contact Permitted and Do not contact
The check boxes in the Purchasing Options group box indicate which purchasing tasks are valid for the company. Define address information specific to each purchasing option on the Address view of this page. If necessary, define additional information for each option on the Purchasing Options page of the Company component.
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Sold To Customer, Bill To Customer, and Ship To Customer
Select if the company can make purchases, receive invoices, or receive shipments.
The fields under Status and Currency Data indicate whether the company definition is active in your system and provide information about currency. Customer Status Customer Since Select Active or Inactive. Enter the date the company became a customer for your business. Note. If you are integrated with PeopleSoft Financials or PeopleSoft Supply Chain Management, the customer status information and the customer since date cannot be modified in PeopleSoft CRM. Currency Code Select the code that specifies the currency used for a monetary transaction with this company. Currency codes are maintained using the Currency Code page under the Set Up CRM, Common Definitions, Currency menu. Select the exchange rate type used to calculate monetary transaction amounts in alternate currencies. Exchange rate types are established on the Rate Type page under the Set Up CRM, Common Definitions, Market Rates menu. Enter the companys credit rating, if known. Select the companys business segment for marketing purposes. Segment codes are established on the Segment Code page under the Set Up CRM, Common Definitions, Customer menu. Displays the key performance indicator value as determined by PeopleSoft Enterprise Performance Management.
Currency Type
Credit Rating Value Segment Code
Assessment
The fields under Primary Communication Information display the address, phone, email, and pager information that has been defined as the primary contact information for this company.
Company Component Toolbar

The appearance, behavior, and personalization options for the toolbar on this page are controlled by the toolbar definition for the Company toolbar. See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Toolbars.
Name View
Access the Company - Company page: Name view by clicking the Name link. See Chapter 19, Defining Name Information for Business Objects, Defining Name Information , page 235.
Address View
Access the Company - Company page: Address view by clicking the Address link. See Chapter 20, Defining Contact Information for Business Objects, Defining Address Information , page 249.
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Phone View
Access the Company - Company page: Phone view by clicking the Phone link. See Chapter 20, Defining Contact Information for Business Objects, Defining Telephone Information, page 255.
Pager View
Access the Company - Company page: Pager view by clicking the Pager link. See Chapter 20, Defining Contact Information for Business Objects, Defining Pager Information , page 256.
Email View
Access the Company - Company page: Email view by clicking the Email link. See Chapter 20, Defining Contact Information for Business Objects, Defining Email Information, page 258.
Adding Notes
See Chapter 6, Working With Notes, page 73.
Entering Attributes
See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Attributes.
Defining Company Sites

Multiple sites can be associated with a single company.
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Pages Used to Define Company Sites

RD_COMPANY_GSRCH
Usage Search for existing companies or initiate adding a new company. See Chapter 14, Defining Company Business Objects , Accessing Companies, page 175.
Company - Site
RD_COMPANY_SITE_2
Select an existing company on the Company Search page. Select the Site tab. Click the Edit button on the Company - Site page. Click the Create New Site button on the Company Site page.
View a summary of site information for a specified company and add new sites. Edit contact information for a company site. Enter name and contact information for a new company site.
Edit Site Create Site
RD_CUST_SITE_DTL RD_CUST_SITE_DTL
Defining Company Sites

Access the Company - Site page.
Company - Site page
Under Company Sites, the system displays the sites already associated with the company. Address Displays the primary address to use when contacting the company site. This information is specified when you define contact methods for the sites relationship with the company.
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Click the Transfer to Site button next to a site to view all the information related to a site. When you click this button the Site component appears. Edit Create New Site Click this button to view and update the contact information for the company site. When you click this button the Edit Site page appears. Click this button to create a new site relationship for the company and establish contact information for the company site. When you click this button the Create Site page appears.
Establishing New Sites and Site Contact Information

Access the Create Site page.
Create Site page
Enter name information for the site. The name fields on this page offer the same functionality as those on the Add Names page available from the Name view of the first page in the Company or Consumer components. See Chapter 19, Defining Name Information for Business Objects, Defining Name Information , page 235. Manage Addresses, Manage Phones, Manage Emails, and Manage Pagers Click to access pages where you can establish contact information for the company site. This information is specific to the sites relationship with the company.
See Also
Chapter 20, Defining Contact Information for Business Objects, Defining Contact Methods for Sites Using the Company and Consumer Components, page 268
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Defining Company Contacts

The contacts of a company perform business transactions on behalf of the company. When you define company contacts in PeopleSoft CRM, you can enter multiple addresses, telephone numbers, email addresses, and pager numbers for each person that are specific to his or her role as a contact of the company.
Pages Used to Define Company Contacts

RD_COMPANY_GSRCH
Company - Contacts
RD_COMPANY_CNTCT_2
Select an existing company on the Company Search page. Select the Contacts tab. Click the Add New Contact button on the Company Contacts page.
Define the people who represent the specified company in business transactions. Enter name information to use as search criteria to find an exiting person in your system or create a new person record with a contact role. Select a contact from a list of person records previously defined in your system. View and update the contacts purchasing options and manage the contact information for the contacts relationship with the company.
Add Contact
RD_REP_ADD_SRCH
Existing Person Search Results Maintain Contact
RD_REP_ADD_RSLT
Click the Search for an Existing Person Button on the Add Contact page. Click the Edit button on the Company - Contacts page.
RD_REP_MAINTAIN
Defining Company Contacts

Access the Company - Contacts page.
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Company - Contacts page
Under Contact Summary, the system displays contacts already associated with the company. Primary Indicates the primary contact for the company. Click the Transfer to Contact button to view all the details for the contact. When you click this button the Contact component appears. Phone Displays the primary telephone number to use when contacting the person in his or her role as a contact for the company. This information is specified when you define contact methods for the contacts relationship with the company. Displays the primary email address to use when contacting the person in his or her role as a contact for the company. This information is specified when you define contact methods for the contacts relationship with the company. Click this button to view and update the contacts purchasing options and the contact information to use when contacting the person in his or her role as a contact for the company. When you click this button the Maintain Contact page appears. Click this button to end the contacts relationship with the customer. Click this button to create a new contact relationship for the company. When you click this button the Add Contact page appears.
Email Address
Edit
Inactivate Add New Contact
Adding New Contacts

Access the Add Contact page.
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Add Contact page
Enter name information for the contact. The name fields on this page offer the same functionality as those on the Add Names page available from the Name view of the first page in the Contact, Consumer, and Worker components. See Chapter 19, Defining Name Information for Business Objects, Entering Name Information for Contacts, Consumers, and Workers, page 237. Search for an existing Person Create using the Name entered Click this button to select from existing person records that match the name information entered. When you click this button the Existing Person Search Results page appears. Click this button to create the contact record using the name information you entered on this page.
Searching for an Existing Person

Click the Search for an Existing Person button on the Add Contact page to view the existing person search results.
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Existing Person Search Results page
The page lists the existing person records that match the name information you entered on the Add Contact page. Use this Person Use information as entered Click this button to assign the contact role to the selected person and establish a contact relationship for the person with the company. Click this button to create a new person record using the name information you entered on the Add Contact page. The system associates a contact role with the new or selected person record, establishes a contact relationship for the person with the company, and displays the Maintain Contact page, where you can specify contact methods to use when contacting the person in his or her role as a contact for the company.
Managing Purchasing Options and Contact Information for the Contact

Access the Maintain Contact page.
Maintain Contact page
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The check boxes in the Purchasing Options group box indicate the business transactions the contact can perform on behalf of the customer. Sold To, Ship To, and Bill To Select if the contact can make purchases, receive shipments, and receive invoices on behalf of the company. Primary Sold To, Primary Ship To, and Primary Bill To Manage Addresses, Manage Phones, Manage Emails, and Manage Pagers Select if most purchases made on behalf of the company are initiated by, received by, or billed to this contact. For transactions requiring this information, the system uses the contacts name and company-specific contact information as default values. Click these buttons to access pages where you can view and maintain contact information for the person that is specific to his or her role as a contact of the company.
See Also
Chapter 20, Defining Contact Information for Business Objects, Defining Contact Methods for Contact Relationships, page 260
Defining Company Relationships

You can define company relationships and roles. See Chapter 22, Working With the Relationship Viewer, page 281.
Defining Company Purchasing Options

You can define purchasing options for the company. See Chapter 21, Defining Purchasing Options for Companies, Consumers, and Sites, page 275.
Defining Company Account Information

You can define team members from your organization that are associated with a company, and enter a summary of your plans for the account.
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Pages Used to Define Company Account Information

RD_COMPANY_GSRCH
Company - Account
RD_COMP_ACCT_TEAM
Select an existing company on the Company Search page. Click the Account tab. Click the Person Search button on the Account Team view of the Account page.
Define account information for the specified company. This information is not used in processing. Find a person to add to the account team. The system returns people who match your search criteria who are workers or who are associated with the Account Contact role.
Person Lookup
RD_PERS_SRCH_SEC
Defining Company Accounts

Access the Company - Account page.
Company - Account page: Account Team view
Note. Multiple views of this page are available by clicking the links at the top of the page. Some fields appear in all views, but others only in a single view. Owner Select to indicate the account team member who is responsible for the account.
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Person Search
Click this button to search for workers when you add a new row to the account team member record. The system automatically assigns the Account Contact role to any worker you define as a member of an account team. Enter the dates the worker becomes active and inactive as an account team member. You cannot delete a worker from the account team record; you can only change the end date to inactivate the worker
Start Date and End Date
Account Plan View

Click the Account Plan link.
Company - Account page: Account Plan view
The fields in the Account Plan group box document the revenue goals of the account team for business transactions with the company over a specified time period. Status Account Ranking Displays the current status of the account plan: Active or Inactive. The system changes the status to Inactive when the current date equals the plan end date. Enter the priority of the account. Establish a ranking system that meets the needs of your business. For example, 1 -10; A- F; Gold, Silver, or Bronze. This field is informational only. Enter the total revenue that the account team expects to realize and has actually realized from business transactions with the customer during the
Target revenue total and Result revenue total
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account plan period. The revenue amount is expressed in the currency indicated by the value in the Currency Code field. Goals Enter a text description of the account teams goals for the account plan period.
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Defining Consumer Business Objects

This chapter provides an overview of how consumers are modeled in PeopleSoft CRM and discusses how to: Define general consumer information. Define consumer sites. Define consumer contacts. Define consumer relationships. Define consumer purchasing options. Maintain user profile information. Maintain employment information. Maintain consumer credit card information.
Understanding Consumers
A consumer is a person that purchases, leases, or contracts for your product or services. In PeopleSoft CRM, consumers are represented as business objects with a business object type of Individual and a role type of Individual Consumer. Consumer records are maintained in the Person table (RD_PERSON). Because consumers participate in business transactions, a record for the consumer is also created in the Business Contact table (BC), which enables records for sold to, bill to, and ship to information to be defined for the consumer. For each consumer, you can associate sites, or geographic locations where your services may be performed or your products shipped or installed. Site records are maintained in the Site table (RD_SITE). When you associate a site with a consumer, a record is inserted in the Business Object Relationship table (BO_REL) to capture the relationship between the site and the consumer. You can also define the consumers contactsthe people who participate in business transactions on behalf of the consumer. Records for contacts are also maintained in the Person table (RD_PERSON). When you associate a person with a consumer or one of the consumers sites, the person is assigned a role type of Contact and a record is created in the Business Object Relationship table (BO_REL) to capture the contact relationship between the person and the consumer.
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Understanding Key Performance Indicators

A key performance indicator (KPI) is a value that represents a customers overall performance in your system. Performance indicators are useful when working with your customers to establish and keep successful relationships with them. For example, using these indicators you can determine which customers you want to offer special values or promotions to. PeopleSoft Enterprise Performance Management (EPM) analyzes customer information that you defined as criteria and the system uses this information to calculate and determine one single KPI value. In PeopleSoft EPM you determine the criteria that is used for the determination of the KPI. The KPI value can represent anything you like. For example, it could be a category such as, gold, silver, or bronze or it could be a calculated number value. When the KPI value is available in PeopleSoft EPM it can be brought into PeopleSoft CRM. PeopleSoft CRM can subscribe to the application message that is published from PeopleSoft EPM that contains that data. After some simple data mapping in PeopleSoft CRM, the system can display the KPI value on the pages in PeopleSoft CRM. In the Company and Contact component, the system displays the KPI value in the Assessment field. In other PeopleSoft CRM applications the KPI value is displayed on the toolbar in the Customer Value field. In the Customer Value field in the toolbar the system displays the value of ASSESS_IMAGE_ID and ASSESS_DESCR fields which are updated by the application message received from PeopleSoft EPM.
See Also
Chapter 11, Understanding Business Object Relationship Model Components, page 131 Chapter 16, Defining Contact Business Objects , page 209 Chapter 17, Defining Site Business Objects , page 221 Chapter 19, Defining Name Information for Business Objects, page 235 Chapter 20, Defining Contact Information for Business Objects, page 241 Chapter 21, Defining Purchasing Options for Companies, Consumers, and Sites, page 275 Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, Mapping Message Data to PeopleSoft CRM Records and Fields, page 701 Chapter 15, Defining Consumer Business Objects, Maintaining Primary Consumer Information, page 193 PeopleSoft Enterprise Performance Management (EPM) PeopleBook
Defining General Consumer Information

This section discusses how to: Maintain primary consumer information. Add notes. Enter attributes.
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You can also create and maintain consumer records in PeopleSoft Supply Chain Management or a third-party system in your enterprise and synchronize the consumer data with your PeopleSoft CRM system by implementing the following enterprise integration points (EIPs): the Customer EIP, Customer Group EIP, and Customer_Contact EIP. Note. Unlike PeopleSoft CRM, PeopleSoft Financials Management Services (FMS) and Supply Chain Management (SCM) does not distinguish between company, consumer, and site records. When customer records are added in PeopleSoft FMS and SCM, the system publishes application messages using the Customer EIP. These messages are all mapped to company records in the PeopleSoft CRM system.
See Also
Pages Used to Define General Consumer Information

Page Name Consumer Search Object Name
RD_CONS_GSRCH
Navigation Customers CRM, Consumer, Consumer Search Select an existing company on the Consumer Search page.
Usage Search for existing consumers or initiate adding a new consumer. View and update primary information about the consumer, including name, address, phone, and email information Add notes and attachments for the specified consumer.
Consumer - Consumer
RD_CONSUMER_2
Consumer - Notes
RD_PERSON_NOTES
Select an existing company on the Consumer Search page. Select the Notes tab. Select an existing company on the Consumer Search page. Select the Attributes tab.
Consumer - Attributes
RD_PERSON_ATTR
Capture consumer data specific to your business or industry requirements.
Accessing Consumers
Access the Consumer Search page. The appearance, behavior, and personalization options for this page are controlled by the search definition for the Consumer component. See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Search Pages.
Maintaining Primary Consumer Information

Access the Consumer - Consumer page.
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Consumer - Consumer page: Primary view (1 of 2)
Consumer - Consumer page: Primary view (2 of 2)
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Note. Multiple views of this page are available by clicking the links at the top of the page. Some fields appear in all views, but others only in a single view. When you add a new consumer, the system displays the Name group box. By default, the information you enter is the primary name for the consumer. You can add additional names and designate another name as primary using the Name view of this page. The fields under Profile Information define codes and preferences when contacting or corresponding with the consumer. Salutation Enter a salutation code to use on correspondence sent to the consumer. Salutation codes are established in PeopleSoft CRM on the Salutation Table page under the Set Up CRM, Common Definitions, Customer menu. Select the preferred method of communication with the consumer: Call, Email and Print, Email Only, Fax, Standard Mail, XML and Print, and XML Only. Displays the consumers contact type, Internal or External. Only consumers who are also workers have a contact flag of Internal. Note. The contact flag can only be modified using the Worker component. Pref. Notification (preferred notification method) Specify the default routing method used when this consumer receives a notification: Email , Worklist, or Both. The consumer must have a primary email address to receive email notifications and must have a user ID and aContact Flag field value of Internal to receive worklist notifications. Enter the consumers professional title. Enter the language spoken by the consumer. Select one of these options to indicate whether the consumer has requested stoppage of all unsolicited communications from your business. These fields are informational only.
Pref. Communication (preferred communication method) Contact Flag
Title Language Code Contact Permitted and Do Not Contact
The fields under National ID give you the ability to define national type information, such as social security number for the United States. Country National ID Type Select the country that this national ID applies to. Select the national ID type from those previously defined using the National ID Type component under theSet Up CRM, Common Definitions, Customer menu. See Chapter 13, Defining Control Values for Business Objects, Defining National ID Types, page 169. National ID Enter the information pertaining to the national ID type.
The check boxes in the Purchasing Options group box indicate which purchasing tasks are valid for the consumer. Define address information specific to each purchasing option on the Address view of this page. If necessary, define additional information for each option on the Purchasing page of the Consumer component.
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Sold To Customer, Ship To Customer, and Bill To Customer
Select if the consumer can make purchases, receive shipments, or receive invoices.
The fields under Status and Currency Information indicate whether the consumer definition is active in your system and provide information about currency. Customer Status Customer Since Select Active or Inactive. Enter the date the consumer became a customer for your business. Note. If you are integrated with PeopleSoft Financials Management Services or PeopleSoft Supply Chain Management, the customer status information and the customer since date cannot be modified in PeopleSoft CRM. Currency Code Select the code that specifies the currency used for a monetary transaction with this consumer. Currency codes are maintained using the Currency Code page under the Set Up CRM, Common Definitions, Currency menu. Select the exchange rate type used to calculate monetary transaction amounts in alternate currencies. Exchange rate types are established on the Rate Type page under the Set Up CRM, Common Definitions, Market Rates menu. Select the companys business segment for marketing purposes. Segment codes are established on the Segment Code page under the Set Up CRM, Common Definitions, Customer menu. Displays the customer key performance indicator as determined by PeopleSoft Enterprise Performance Management. Enter the customers credit rating, if known.
Currency Type
Segment Code
Assessment Credit Rating Value
The fields under Primary Communication Information display the address, phone, email, and pager address records defined as the primary contact information for this consumer.
Consumer Component Toolbar

The appearance, behavior, and personalization options for the toolbar on this page are controlled by the toolbar definition for the Consumer toolbar. See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Toolbars.
Name View
Access the Consumer - Consumer page: Name view by clicking the Name link. See Chapter 19, Defining Name Information for Business Objects, Defining Name Information , page 235.
Address View
Access the Consumer - Consumer page: Address view by clicking the Address link. See Chapter 20, Defining Contact Information for Business Objects, Defining Address Information , page 249.
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Phone View
Access the Consumer - Consumer page: Phone view by clicking the Phone link. See Chapter 20, Defining Contact Information for Business Objects, Defining Telephone Information, page 255.
Pager View
Access the Consumer - Consumer page: Pager view by clicking the Pager link. See Chapter 20, Defining Contact Information for Business Objects, Defining Pager Information , page 256.
Email View
Access the Consumer - Consumer Page: Email view by clicking the Email link. See Chapter 20, Defining Contact Information for Business Objects, Defining Email Information, page 258.
Adding Notes
Entering Attributes
Defining Consumer Sites

Multiple sites can be added for a single consumer.
Pages Used to Define Consumer Sites

RD_CONS_GSRCH
Navigation Customers CRM, Consumer, Consumer Search Select an existing consumer from the Consumer Search page. Select the Sites tab. Click the Edit button on the Consumer - Sites page. Click the Create New Site button on the Consumer Sites page.
Usage Search for existing consumers or initiate adding a new consumer. View a summary of site information for a specified consumer and add new sites. Edit contact information for a consumer site. Enter name and contact information for a new consumer site.
Consumer - Sites
RD_CONSUMER_SITE_2
Edit Site Create Site
RD_CUST_SITE_DTL RD_CUST_SITE_DTL
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Defining Consumer Sites

Access the Consumer - Site page.
Consumer - Sites page
Under Consumer Sites, the system displays the sites already associated with the consumer. Site ID, Site Name, and Address Edit Create New Site Displays the primary address to use when contacting the consumer site. This information is specified when you define contact methods for the sites relationship with the consumer . Click this button to view and update the contact information for the consumer site. Click this button to create a new site relationship for the consumer and establish contact information for the consumer site.
Establishing New Sites and Site Contact Information

Access the Create Site page.
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Create Site page
Enter name information for the site. The name fields on this page offer the same functionality as those on the Add Names page available from the Name view of the first page in the Company or Consumer components. See Chapter 19, Defining Name Information for Business Objects, Entering Name Information for Companies and Sites, page 236. Site Type Site Restrictions Manage Addresses, Manage Phones, Manage Emails, and Manage Pagers Select the type. Site types are established on the Site Types page under the Set Up CRM, Common Definitions, Customer menu. Enter comments about any restrictions for the site. These comments are informational only. Click these buttons to access pages where you can establish contact information for the consumer site. This information is specific to the sites relationship with the consumer.
See Also
Chapter 20, Defining Contact Information for Business Objects, Defining Contact Methods for Sites Using the Company and Consumer Components, page 268
Defining Consumer Contacts

The contacts for a consumer perform business transactions on behalf of the consumer. When you define consumer contacts in PeopleSoft CRM, you can enter multiple addresses, telephone numbers, email addresses, and pager numbers for each person that are specific to his or her role as a contact of the consumer.
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Pages Used to Define Consumer Contacts

RD_CONS_GSRCH
Navigation Customers CRM, Consumer, Consumer Search Select an existing consumer from the Consumer Search page. Select the Contacts tab. Click the Add New Contact button on the Consumer Contacts page.
Usage Search for existing consumers or initiate adding a new consumer. Define the people who represent the specified consumer in business transactions. Enter name information to use search criteria to find an exiting person in your system or create a new person record with a contact role. Select a contact from a list of person records previously defined in your system. View and update the contacts purchasing options and manage the contact information for the contacts relationship with the company.
Consumer - Contacts
RD_CONSUMER_REP
Add Contact
RD_REP_ADD_SRCH
RD_REP_ADD_RSLT
Click the Search for an Existing Person Button on the Add Contact page. Click the Edit button on the Consumer - Contacts page.
RD_REP_MAINTAIN
Defining Consumer Contacts

Access the Consumer - Contacts page.
Consumer - Contacts page
Under Contact Summary, the system displays contacts already associated with the consumer.
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Primary Phone
Indicates the primary contact for the consumer. Displays the primary telephone number to use when contacting the person in his or her role as a contact for the consumer. This information is specified when you define contact methods for the contacts relationship with the consumer. Displays the primary email address to use when contacting the person in his or her role as a contact for the consumer. This information is specified when you define contact methods for the contacts relationship with the consumer. Click this button to view and update the contacts purchasing options and the contact information to use when contacting the person in his or her role as a contact for the consumer. When you click this button the Maintain Contact page appears. Click this button to end the contacts relationship with the consumer. Click this button to create a new contact relationship for the consumer. When you click this button the Add Contact page appears.
Email Address
Edit
Adding New Contacts

Add Contact page
Enter name information for the contact. The name fields on this page offer the same functionality as those on the Add Names page available from the Name view of the first page in the Contact, Consumer, and Worker components. See Chapter 19, Defining Name Information for Business Objects, Entering Name Information for Contacts, Consumers, and Workers, page 237. Search for an existing Person Click this button to select from existing person records that match the information entered in the First Name and Last Name fields.
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Create using the Name entered
Click this button to create the contact record using the name information you entered.

Click the Search for an Existing Person button on the Add Contact page to view the existing person search results.
Existing Person Search Results
The page lists the existing person records that match the name information you entered on the Add Contact page. Use this Person Use information as entered Click this button to assign the contact role to the selected person and establish a contact relationship for the person with the consumer. Click this button to create a new person record using the name information you entered on the Add Contact page. The system associates a contacts role with the new or selected person record, establishes a contact relationship for the person with the consumer, and displays the Maintain Contact page, where you can specify contact methods to use when contacting the person in his or her role as a contact for the consumer.

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The check boxes in the Purchasing Options group box indicate the business transactions the contact can perform on behalf of the consumer. Sold To, Ship To, and Bill To Select if the contact can make purchases, receive shipments, and receive invoices on behalf of the consumer. Primary Sold To, Primary Ship To, and Primary Bill To Manage Addresses, Manage Phones, Manage Emails, and Manage Pagers Select if most purchases made on behalf of the consumer are initiated by, received by, or billed to this contact. For transactions requiring this information, the system uses the contacts name and consumer-specific contact information as default values. Click these buttons to access pages where you can view and maintain contact information for the person that is specific to his or her role as a contact of the consumer.
See Also
Defining Consumer Relationships

You can define consumer relationships. See Chapter 22, Working With the Relationship Viewer, page 281.
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Defining Consumer Purchasing Options

You can define purchasing options for the consumer. See Chapter 21, Defining Purchasing Options for Companies, Consumers, and Sites, page 275.
Maintaining User Profile Information

You can manage security information for the consumer within the Consumer component.
Page Used to Maintain User Profile Information

RD_CONS_GSRCH
Navigation Customers CRM, Consumer, Consumer Search Select an existing consumer on the Consumer Search page. Select the User Profile tab.
Usage Search for existing consumers or initiate adding a new consumer. View and maintain login information, permissions, and roles associated with user IDs that the consumer is associated with.
Consumer - User Profile
RD_PERSON_USER
Maintaining Profile Information

Access the Consumer - User Profile page.
Consumer - User Profile page: Summary view
Under User Summary the system displays the users already associated with the consumer. If no users have been associated then no user information will display. Add New User Click this button to add a new user. When you click this button more fields appear on the page for you to enter information into.
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Adding New User Information

Access the Consumer - User Profile page: Detail view
Consumer - User Profile page: Detail view
See PeopleTools PeopleBook: PeopleTools Security In the Contact Roles group box, you can grant security roles to the person associated with the user ID. However, the Role Name field only includes roles that you have permission to grant based on the user ID that you signed in with.
Maintaining Employment Information

You can maintain employment information for the consumer.
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Page Used to Maintain Employment Information.

RD_CONS_GSRCH
Navigation Customers CRM, Consumer, Consumer Search Select an existing consumer from the Consumer Search page. Select the Employment tab.
Usage Search for existing consumers or initiate adding a new consumer. Maintain employment information for a consumer.
Consumer - Employment
RD_PERSON_EMPLOY
Maintaining Employment Information

Access the Consumer - Employment page.
Consumer - Employment page: Summary view
Under Employment History, the system displays the employment history already associated with the consumer. If no employment entries have been made then no employment information will display. Add Employment History Click this button to add an employment entry for this consumer. When you click this button more fields appear on the page for you to enter information into.
Establishing New Employment Information

Access the detail view of the page by clicking the Add Employment History button.
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Consumer - Employment page: Detail view (1 of 2)
Consumer - Employment page: Detail view (2 of 2)
Employment Summary
Click this link to display the Consumer - Employment page: Summary view.
Maintaining Consumer Credit Card Information

You can manage credit card information for the consumer.
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Page Used to Maintain Credit Card Information

RD_CONS_GSRCH
Navigation Customers CRM, Consumer, Consumer Search Select an existing consumer from the Consumer Search page. Select the Credit Card page.
Usage Search for existing consumers or initiate adding a new consumer. Maintain credit card information associated with the consumer. This information can be accessed by PeopleSoft CRM Order Capture.
Consumer - Credit Card
RD_PERSON_CC
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Defining Contact Business Objects

This chapter provides an overview of how contacts are modeled in PeopleSoft CRM and discusses how to: Maintain general contact information. Associate contacts with customers and sites. Define contact relationships. Define user profile information. Maintain contact credit card information.
Understanding Contacts
A contact is a person that purchases, leases, or contracts for products or services on behalf of a customer or customer site. In PeopleSoft CRM, contacts are business objects with a business object type of Individual and a role type of Contact. When a person is added to your system as a contact, a record for the person is inserted in the Person table (RD_PERSON). When the person is associated with a company, consumer, or site, a record is inserted in the Business Object Relationship table (BO_REL) to capture the relationship between the person and the company, consumer, or site. In addition to maintaining contact information for the person, you can also maintain a separate set of contact information for the persons role as a contact, such as postal and email addresses and telephone and pager numbers, for each company, consumer, and site relationship. This information is used to contact the person when performing the contact role for a specific customer or site.
See Also
Chapter 11, Understanding Business Object Relationship Model Components, page 131 Chapter 14, Defining Company Business Objects , page 173 Chapter 15, Defining Consumer Business Objects, page 191 Chapter 17, Defining Site Business Objects , page 221 Chapter 20, Defining Contact Information for Business Objects, Defining Contact Methods for Contact Relationships, page 260
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Maintaining General Contact Information

You can create and maintain contact records using the Contact component. Contacts can also be created from the Company, Consumer, and Site components. This section discusses how to: Maintain primary contact information. Add notes and attachments. Enter attributes. You can create and maintain contact records in PeopleSoft Supply Chain Management or a third-party system in your enterprise and synchronize the contact data with your PeopleSoft CRM system by implementing the following enterprise integration points (EIPs): the Customer EIP, Customer_Company EIP, Customer_Consumer EIP, Customer_Site and Customer_Contact EIP. In PeopleSoft Supply Chain Management, contacts are known as customer contacts.
See Also
Pages Used to Define General Information

Page Name Contact Search Object Name
RD_CONT_GSRCH
Navigation Customers CRM, Contact, Contact Search Select an existing contact on the Contact Search page. Select an existing contact on the Contact Search page. Select the Notes tab. Select an existing contact on the Contact Search page. Select the Attributes tab.
Usage Search for existing contacts or initiate adding a new contact. View and maintain name, profile, and contact information for a contact. Add notes and attachments to the selected contact. Capture company data specific to your business or industry requirements.
Contact - Contact
RD_PERSON_84
Contact - Notes
RD_PERSON_NOTES
Contact - Attributes
RD_PERSON_ATTR
Accessing Contacts
Access the Contact Search page. The appearance, behavior, and personalization options for this page are controlled by the search definition for the Contact component. See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Search Pages.
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Maintaining Primary Contact Information

Access the Contact - Contact page.
Contact - Contact page: Primary view (1 of 2)
Contact - Contact page: Primary view (2 of 2)
Note. Multiple views of this page are available by clicking the links at the top of the page. Some fields appear in all views, but others only in a single view. When you add a new contact, the system displays the Name group box. By default, the information you enter is the primary name for the contact. After the contact record is established, you can add additional names and designate another name as primary using the Name view of this page. The fields under Profile Information define codes and preferences used when contacting or corresponding with the contact.
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Salutation
Select a salutation code to use on correspondence sent to the contact. Salutation codes can be established in PeopleSoft CRM on the Salutation Table page under the Set Up CRM, Common Definitions, Customer, Salutation Table menu. See Chapter 3, Setting Up General Options, Setting Up Salutation Codes, page 39.
Pref. Communication (preferred communication method) Contact Flag
Select the preferred method of communication with the contact: Call, Email and Print, Email only, Fax, Standard Mail, XML and Print, and XML only. Displays the contacts contact type, Internal or External. Only contacts who are also workers can have a contact flag of Internal. Note. The contact flag can only be modified using the Worker component.
Pref. Notification (preferred notification method)
Select the default routing method to be used when a user sends this contact a notification: Email, Worklist, or Both. The contact must have a primary email address to receive email notifications and must have a user ID and a Contact Flag field value of Internal to receive worklist notifications. Enter the contacts professional title. Select the language spoken by the contact.
Title Language Code
The fields under National ID give you the ability to define national type information, such as social security number for the United States. Country National ID Type Select the country that this national ID applies to. Select the national ID type from those previously defined using the National ID Type component under the Set Up CRM, Common Definitions, Customer menu. See Chapter 13, Defining Control Values for Business Objects, Defining National ID Types, page 169. National ID Enter the information pertaining to the national ID type.
The fields under Primary Communication informationdisplay the address, phone, email, and pager address records defined as the primary contact information for this contact.
Contact Component Toolbar

The appearance, behavior, and personalization options for the toolbar on this page are controlled by the toolbar definition for the Contact toolbar. See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Toolbars.
Name View
Access the Contact - Contact page: Name view by clicking the Name link. See Chapter 19, Defining Name Information for Business Objects, page 235.
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Address View
Access the Contact - Contact page: Address view by clicking the Address link. See Chapter 20, Defining Contact Information for Business Objects, Defining Address Information , page 249.
Phone View
Access the Contact - Contact page: Phone view by clicking the Phone link. See Chapter 20, Defining Contact Information for Business Objects, Defining Telephone Information, page 255.
Pager View
Access the Contact - Contact page: Pager view by clicking the Pager link. See Chapter 20, Defining Contact Information for Business Objects, Defining Pager Information , page 256.
Email View
Access the Contact - Contact page: Email view by clicking the Email link. See Chapter 20, Defining Contact Information for Business Objects, Defining Email Information, page 258.
Adding Notes
Entering Attributes
Associating Contacts With Customers and Sites

You can associate a single contact with multiple customers and multiple customer sites and define contact information for the contact in the context of each customer or site relationship.
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Pages Used to Associate Contact With Customers and Sites

RD_CONT_GSRCH
Navigation Customers CRM, Contact, Contact Search
Usage Search for existing contacts or initiate adding a new contact. See Chapter 16, Defining Contact Business Objects , Accessing Contacts, page 210.
Contact - Customers
RD_PERSON_COMP
Select an existing contact on the Contact Search page.
Add Customer / Site
RD_PERSON_ADD_COMP
Select the Customers tab. Click the Add New Customer Associate a contact with button on the Contact a specific customer or Customers page. customer site.
Maintain information about the customers associated with the specified contact.
Edit Customer / Site
RD_PERSON_ADD_COMP
Edit Customer / Site Purchasing Options
RD_PERSON_CUSTROLE
Click a customer name on the Edit information about the Contact - Customers page. contacts association with the customer or customer site. Click the Contact Purchasing Define the business transactions the contact can Options button on the Add perform on behalf of the Customer / Site page or the customer or site. Edit Customer / Site page.
Associating Contacts With Customers and Sites

Access the Contact - Customers page.
Contact - Customers page
Under Customer Summary, the system displays customers and customer sites that the person currently represents. Customer Name Displays the customers primary name. Click the name link to view and update the contacts purchasing options and the contact information to use when contacting the person in his or her role as a contact for the customer or site. When you click this link the Edit Customer / Site page appears. Click the transfer button next to the company name to access the Company or Consumer component and update customer information.
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Site Name
Displays the name of the customer site the contact has been associated with, if applicable. Click the transfer button next to the site name to access the Site component and update site information. Displays the primary telephone number to use when contacting the person in his or her role as a contact of the customer or customer site. Displays the primary email address to use when contacting the person in his or her role as a contact of the customer or customer site. Click this button to inactive the contacts relationship with the customer. Click to associate the contact with a customer or customer site. When you click this button the Add Customer / Site page appears.
Phone Email Address Inactivate Add New Customer
Adding New Customers Relationships

Access the Add Customer / Site page.
Add Customer / Site page
Customer Name
Enter the name of the company or consumer to associate with the contact. When you click OK, the system creates a contact relationship between the contact business object and the company or consumer business object. Enter the name of the customer site to associate with the contact. This field appears if you select a customer for which sites have been defined. If you select a site, when you click OK the system creates two contact relationships: one between the contact business object and the site business object and another between contact and the sites parent company (if this relationship does not already exist). Click this button to maintain contact purchasing options. When you click this button the Edit Customer / Site Purchasing Options page appears.
Site Name
Contact Purchasing Options
Managing Purchasing Options for the Contact

Access the Edit Customer / Site Purchasing Options page.
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Edit Customer / Site Purchasing Options page
The check boxes in the Purchasing Options group box indicate the business transactions the contact can perform on behalf of the customer or site. Sold To, Bill To, and Ship To Select if the contact can make purchases, receive invoices, and receive shipments on behalf of the customer.
Editing Existing Customer Relationships for the Contact

Access the Edit Customer / Site page. The functionality and fields available on this page are similar to those on the Add Customer / Site page. You cant modify the customer name; however you can add or change the associated site.
See Also
Defining Contact Relationships

You can define contact relationships and roles. See Chapter 22, Working With the Relationship Viewer, page 281.
Defining User Profile Information

You can manage security information for the contact within the Contact component.
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Page Used to Define User Profile Information

RD_CONT_GSRCH
Contact - User Profile
RD_PERSON_USER
Select an existing contact on the Contact Search page. Select the User Profile tab.
View and maintain login information, permissions, and roles associated with user IDs that the person is associated with.
Maintaining Profile Information

Access the Contact - User Profile page.
Contact - User Profile page: Summary view
UnderUser Summarythe system displays the users already associated with the contact. If no users have been associated then no user information will display. Add New User Click this button to add a new user. When you click this button more fields appear on the page for you to enter information into.
Adding New User Information

Access the Contact - User Profile page: Detail view
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Contact - User Profile page: Detail view
See PeopleTools PeopleBook: PeopleTools Security In the Contact Roles group box, you can grant security roles to the person associated with the user ID. However, the Role Name field only includes roles that you have permission to grant based on the user ID that you signed in with.
Maintaining Contact Credit Card Information

You can manage credit card information for the contact.
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Page Used to Maintain Credit Card Information

RD_CONT_GSRCH
Contact - Credit Card
RD_PERSON_CC
Select an existing contact on the Contact Search page. Select the Credit Card tab.
Maintain credit card information associated with the contact. This information can be accessed by PeopleSoft CRM Order Capture.
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Defining Site Business Objects

This chapter provides an overview of how sites are modeled in PeopleSoft CRM and discusses how to: Maintain general site information. Define site contacts. Define site relationships. Define site purchasing options. Viewing installed products and services for a site.
Understanding Sites
A site is a place where a product is shipped or installed or a service is performed for a customer. In PeopleSoft CRM, sites are represented as business objects with a business object type of Organization and a role type of site. Sites are always associated with a company or a consumer business object. As with companies and consumers, sites can participate in business transactions as customer. A record for each site you do business with is created in the Site table (RD_SITE). When a site is associated with a company or consumer, a record is inserted in the Business Object Relationship table (BO_REL) to capture the relationship. Because the site that is associated with a customer can participate in business transactions, a record for the site is also created in the Business Contact table (BC), which enables records for sold to, bill to, and ship to information to be defined for the site. Customer sites can have contactspeople who participate in business transactions on behalf of the site. Contacts for a site are also contacts of the customer associated with the site. Person records for the site contact are maintained in the Person table (RD_PERSON). When you associate a person with a customer site, the person is assigned a role type of contact, and two records are inserted in the Business Object Relationship table (BO_REL): one record to capture the relationship between the person and the site and another to capture the relationship between the person and the customer associated with the site.
See Also
Chapter 11, Understanding Business Object Relationship Model Components, page 131 Chapter 16, Defining Contact Business Objects , page 209 Chapter 19, Defining Name Information for Business Objects, page 235 Chapter 20, Defining Contact Information for Business Objects, page 241 Chapter 21, Defining Purchasing Options for Companies, Consumers, and Sites, page 275
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Maintaining General Site Information

In PeopleSoft CRM you can create and maintain site records online using the Site component. Sites can also be created directly from the Company and Consumer components. This section discusses how to: Maintain primary site information. Add notes. Enter attributes. You can publish customer information, including customer site information, to PeopleSoft Supply Chain Management using the following enterprise integration points (EIPs): the Customer EIP, Customer Group EIP, Customer_Site, and Customer_Contact EIP. However, because PeopleSoft Supply Chain Management does not have a site concept, site records are created as customer records in the PeopleSoft Supply Chain Management system.
See Also
Chapter 14, Defining Company Business Objects , page 173 Chapter 15, Defining Consumer Business Objects, page 191 Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, page 675 PeopleSoft Enterprise Integration PeopleBook
Pages Used to Define General Site Information

Page Name Site Type Object Name
RD_SITE_TYPE
Navigation Set Up CRM, Common Definitions, Customer, Site Type
Usage Define codes to categorize sites. Site type codes are informational only and not required for site definition. Note. Site type IDs must be unique for the specified set ID. Search for existing sites or initiate adding a new site. View and update primary information about the site, including name, address, phone, and email information Add notes and attachments for the specified site. Capture site data specific to your business or industry requirements.
Site Search Site - Site
RD_SITE_GSRCH RD_SITE_MAIN_2
Customers CRM, Site, Site Search Select an existing site on the Site Search page.
Site - Notes
RD_SITE_NOTE_2
Select an existing site on the Site Search page. Select the Notes tab. Select an existing site on the Site Search page. Select the Attributes tab.
Site - Attributes
RB_ATTR_RUN_SITE
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Accessing Sites
Access the Site Search page. The appearance, behavior, and personalization options for this page are controlled by the search definition for the Site component. See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Search Pages.
Maintaining Primary Site Information

Access the Site - Site page.
Site - Site page: Primary view (1 of 2)
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Site - Site page: Primary view (2 of 2)
Note. Multiple views of this page are available by clicking the links at the top of the page. Some fields appear in all views, but others only in a single view. When you add a new site, the system displays the Name group box. By default, the information you enter will be the primary name for the site. You can add additional names to the name record and designate another name as primary using the Name view of this page. The fields under Profile Information provide basic information about the site. Customer Displays the primary name of the customer that the site is associated with. Click the transfer button to access the first page of the Consumer or Company component. Select the site category. Site types are established on the Site Types page under the Set Up CRM, Common Definitions, Customer menu. Enter comments about any restrictions for the site. These comments are informational only. Select one of these options to indicate whether the site has requested stoppage of all unsolicited communications from your business. These fields are informational only.
Site Type Site Restrictions Contact Permitted and Do Not Contact
The check boxes in the Purchasing Options group box indicates which purchasing tasks are valid for the site. Define address information specific to each purchasing option on the Address view of this page. If necessary, define additional information for each customer role on the Purchasing Options page of the Site component.
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Sold To Customer, Ship To Customer, and Bill To Customer
Select if the site can make purchases, receive shipments, or receive invoices.
The fields under Status and Currency Information indicate whether the site definition is active in your system and provide information about currency. Customer Status Customer Since Select Active or Inactive. Enter the date the site became a customer for your business. Note. If you are integrated with PeopleSoft Financials Management Services or PeopleSoft Supply Chain Management, the customer status information and the customer since date cannot be modified in PeopleSoft CRM. Currency Code Select the code that specifies the currency used for a monetary transaction with this site. Currency codes are maintained using the Currency Code page under the Set Up CRM, Common Definitions, Currency menu. Select the exchange rate type used to calculate monetary transaction amounts in alternate currencies. Exchange rate types are established on the Rate Type page under the Set Up CRM, Common Definitions, Market Rates menu. Select the sites business segment for marketing purposes. Segment codes are established on the Segment Code page under the Set Up CRM, Common Definitions, Customer menu. Displays the key performance indicator value as determined by PeopleSoft Enterprise Performance Management.
Currency Type
Segment Code
Assessment
The fields under Primary Communication Information display the address, phone, email, and pager records that been defined as the primary contact information for the site.
Site Component Toolbar

The appearance, behavior, and personalization options for the toolbar on this page are controlled by the toolbar definition for the Site toolbar. See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Toolbars.
Name View
Access the Consumer - Consumer page: Name view by clicking the Name link. See Chapter 19, Defining Name Information for Business Objects, Defining Name Information , page 235.
Address View
Access the Consumer - Consumer page: Address view by clicking the Address link. See Chapter 20, Defining Contact Information for Business Objects, Defining Address Information , page 249.
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Phone View
Access the Consumer - Consumer page: Phone view by clicking the Phone link. See Chapter 20, Defining Contact Information for Business Objects, Defining Telephone Information, page 255.
Pager View
Access the Consumer - Consumer page: Pager view by clicking the Pager link. See Chapter 20, Defining Contact Information for Business Objects, Defining Pager Information , page 256.
Email View
Access the Consumer - Consumer Page: Email view by clicking the Email link. See Chapter 20, Defining Contact Information for Business Objects, Defining Email Information, page 258.
Adding Notes
Entering Attributes
Defining Site Contacts

The contacts of a customer site perform business transactions on behalf of the site. When you define site contacts in PeopleSoft CRM, you can enter multiple addresses, telephone numbers, email addresses, and pager numbers for each person that are specific to his or her role as a contact of the site. When you define a contact for a site, the system automatically adds them as a site of the company.
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Pages Used to Define Site Contacts

Page Name Site Search Site - Contacts Object Name
RD_SITE_GSRCH RD_SITE_CNTCT_2
Navigation Customers CRM, Site, Site Search Select an existing site on the Site Search page. Select the Contacts tab. Click the Add New Contact button on the Site - Contacts page.
Usage Search for existing sites or initiate adding a new site. Define the people who represent the specified site in business transactions. Enter name information to use search criteria to find an exiting person in your system or create a new person record with a contact role. Select a contact from a list of person records previously defined in your system.
Add Contact
RD_REP_ADD_SRCH
RD_REP_ADD_RSLT
Click the Search for an Existing Person Button on the Add Contact page.
RD_REP_MAINTAIN
Click the Edit button or add a View and update the contacts purchasing options new contact on the Site and manage the contact Contacts page. information for the contacts relationship with the site.
Defining Site Contacts

Access the Site - Contacts page.
Site - Contacts page
Under Contact Summary, the system displays contacts already associated with the site. Primary Phone Indicates the primary contact for the site. Displays the primary telephone number to use when contacting the person in his or her role as a contact for the site. This information is specified when you define contact methods for the contacts relationship with the site.
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Email Address
Displays the primary email address to use when contacting the person in his or her role as a contact for the site. This information is specified when you define contact methods for the contacts relationship with the site. Click this button to view and update the contacts purchasing options and the contact information to use when contacting the person in his or her role as a contact for the site. When you click this button the Maintain Contact page appears. Click this button to end the contacts relationship with the site. Click this button to create a new contact relationship for the site. When you click this button the Add Contact page appears.
Edit
Adding New Contacts

Add Contact page
Enter name information for the contact. The name fields on this page offer the same functionality as those on the Add Names page available from the Name view of the first page in the Contact, Consumer, and Worker components. See Chapter 19, Defining Name Information for Business Objects, Entering Name Information for Contacts, Consumers, and Workers, page 237. Search for an existing Person Create using the Name entered Click to select from existing person records that match entered the name information. Click to create the contact record using the entered name information.

Click the Search for and Existing Person button on the Add Contact page to view the exiting person search results.
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Existing Person Search Results
The page lists the existing person records that match the name information you entered on the Add Contact page. Use this Person Use information as entered Click this button to assign the contact role to the selected person and establish a contact relationship for the person with the site. Click this button to create a new person record using the name information you entered on the Add Contact page. The system associates a contact role with the new or selected person record, establishes a contact relationship for the person with the site, and displays the Maintain Contact page, where you can specify contact methods to use when contacting the person in his or her role as a contact for the company.

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The check boxes in the Purchasing Options group box indicate the business transactions the contact can perform on behalf of the customer site. Sold To, Ship To, and Bill To Select if the contact can make purchases, receive shipments, and receive invoices on behalf of the site. Primary Sold To, Primary Ship To, and Primary Bill To Manage Addresses, Manage Phones, Manage Emails, and Manage Pagers Select if most purchases made on behalf of the site are initiated by, received by, or billed to this contact. For transactions requiring this information, the system uses the contacts name and site-specific contact information as default values. Click to access pages where you can view and maintain contact information for the person that is specific to his or her role as a contact of the site.
See Also
Defining Site Relationships

You can define site relationships. See Chapter 22, Working With the Relationship Viewer, page 281.
Defining Site Purchasing Options

You can define purchasing options for the site. See Chapter 21, Defining Purchasing Options for Companies, Consumers, and Sites, page 275.
Viewing Installed Products and Services for a Site

In this section, we discuss how to view installed products and services for a site.
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Page Used to View Installed Products and Services for a Site

Page Name Site Search Site - Installed Services Object Name
RD_SITE_GSRCH RD_SITE_INSTPROD
Navigation Customers CRM, Site, Site Search Select an existing site from the Site Search page. Select the Installed Services tab.
Usage Search for existing sites or initiate adding a new site. View installed products and services for a site.
Viewing Installed Products and Services

Access the Site - Installed Products page. Installed Product Displays the installed products/services that are associated with the site. Click the View Installed Product/Service button to view more detailed information about the installed product or service. If you click this button next to an installed product, the Installed Product page appears. If you click this button next to an installed service, the Installed Services page appears. See Chapter 44, Tracking Installed Products, page 655.
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CHAPTER 18
Defining Ad Hoc Business Objects

This chapter provides an overview of ad hoc business objects and discusses how to: Define ad hoc business object name information. Define ad hoc business object relationships.
Understanding Ad Hoc Business Objects

Ad hoc business objects are not created by a transaction delivered in your PeopleSoft CRM system. Before you can add an ad hoc business object to your system, you must define control values for the object, including business object types and name types as necessary, and role and relationship types specific to the business object. Note. In addition to defining and maintaining ad hoc business objects, you can also maintain name, role, and relationship information for business objects that are created by delivered transactions, such as company, consumer, contact, site, and worker business objects.
See Also
Chapter 11, Understanding Business Object Relationship Model Components, page 131 Chapter 13, Defining Control Values for Business Objects, page 143
Defining Ad Hoc Business Object Name Information

This section discusses how to define name information for ad hoc business objects.
See Also
Page Used to Define Name Information

Page Name Business Object - Business Object
BO
Object Name
Navigation Customers CRM, Business Object, Business Object
Usage Maintain name information for business objects.
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Entering Name Information

Access the Business Object - Business Object page.
Business Object - Business Object page
Business Object Type
Displays the business object type. Business object types are established on the Business Object Type page under the Set Up CRM, Common Definitions, Customer menu.
Defining Ad Hoc Business Object Relationships

Access the Business Object - Relationships page. See Chapter 22, Working With the Relationship Viewer, page 281.
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Defining Name Information for Business Objects

The chapter provides an overview of business object name definition and discusses how to define name information for company, site, contact, consumer, and worker business objects.
See Also
Chapter 14, Defining Company Business Objects , page 173 Chapter 15, Defining Consumer Business Objects, page 191 Chapter 16, Defining Contact Business Objects , page 209 Chapter 17, Defining Site Business Objects , page 221 Chapter 27, Managing Workers, page 369
Understanding Name Information

In PeopleSoft CRM, you can define multiple name records for all business objects. Each business object must have at least one primary name. The primary name is displayed online when the business object is referenced in system transactions. When you initially create a new company, consumer, contact, site, or worker business object, you enter name information for the business object on the primary view of the first page of the applicable component. If you have enabled alternate character, youll also be able to enter an alternate character value for the name. By default, the information you enter is the primary name for the business object. After the business object is established, you can add additional names to the name record and designate another name as primary using the Name view accessed from the first page of the component. The process of name definition is similar for all business objects; however, the fields on name records for peoplecontacts, consumers, and workersdiffer from those associated with companies and sites.
Defining Name Information

In PeopleSoft CRM, you can define multiple name records for all business objects. This section discusses how to: Enter name information for companies and sites. Enter name information for consumers, contacts, and workers.
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Pages Used to Define Name Information

Page Name Company - Company: Name view Object Name
RD_COMPANY_MAIN_2
Navigation Customers CRM, Company, Company Click the Name link on the Company page.
Usage Update existing company name records, add additional records, and change the primary indicator. Update existing site name records, add additional records, and change the primary indicator. Update existing consumer name records, add additional records, and change the primary indicator. Update existing contact name records, add additional records, and change the primary indicator. Update existing worker name records, add additional records, and change the primary indicator. Update existing name information for a consumer, contact, or worker. Add name information to for a consumer, contact, or worker.
Site - Site: Name view
RD_SITE_MAIN_2
Customers CRM, Site, Site Click the Name link on the Site page.
Consumer - Consumer: Name view
RD_CONSUMER_2
Customers CRM, Consumer, Consumer Click the Name link on the Consumer page.
Contact - Contact: Name view
RD_PERSON_84
Customers CRM, Contact, Contact Click the Name link on the Contact page.
Worker - Worker: Name view
RD_PERSON_84
Workforce, Worker, Worker Click the Name link on the Worker page.
Edit Name
RD_PRSN_NAME_EDIT
Click the Edit button on the Name view of the Consumer, Contact, or Worker component. Click the Add New Name button on the Name view of the Consumer, Contact, or Worker component.
Add Name
RD_PRSN_NAME_EDIT
Entering Name Information for Companies and Sites

Access the Name view of the first page for the Company or Site components.
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Company - Company page: Name view
Click the Add New Name button to add rows to the Company Name grid. Enter or update the name information for each row. Primary Indicate which of the name rows represents the primary name for the company or site. When you initially create a site or company record, you enter primary name information on the Primary view of the first page in the Site or Company component. The name information you enter using the Primary view becomes the primary name record for the company or site business object. Select the type of name. Name types are established on the Business Object Name Type page under the Set Up CRM, Common Definitions, Customers menu.
Name Type
Entering Name Information for Contacts, Consumers, and Workers

Access the Name view of the first page for the Contact, Consumer, or Worker component.
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Contact - Contact page: Name view
Under Person Names, the system displays a summary of the current name information defined for the specified contact, consumer, or worker. Primary Indicate which of the name rows represents the primary name for the person. When you initially create a contact, consumer, or worker business object, you enter primary name information on the Primary view of the first page in the component. The name information you enter using the Primary view becomes the primary name record for the business object. Click this button to update or view details for an existing name. When you click this button the Edit Name page appears. Click this button to add another name. When you click this button the Add Names page appears.
Edit Add New Name
Adding Person Names

Access the Add Name page.
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Add Name page
Name Type
Select the business object name type. Business object name types are established on the Business Object Name Type page under the Set Up CRM, Common Definitions, Customers menu. Only name types defined with a business object type of Individual are available for this field. Select the country code that governs the format of the name information captured for the person. When you navigate out of this field, the system displays the appropriate fields for the country that you entered. Complete the required name information for the selected country and click OK.
Format Using
Editing Person Names

Access the Edit Name page. The fields and functionality available on this page are similar to those on the Add Name page.
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CHAPTER 20
Defining Contact Information for Business Objects

The chapter provides an overview of business object contact method definition, lists common elements, and discusses how to: Define address information. Define telephone information. Define email information. Define pager information. Define contact methods for contact relationships. Define contact methods for sites using the Company and Consumer components.
See Also
Chapter 14, Defining Company Business Objects , page 173 Chapter 15, Defining Consumer Business Objects, page 191 Chapter 16, Defining Contact Business Objects , page 209 Chapter 17, Defining Site Business Objects , page 221 Chapter 27, Managing Workers, page 369
Understanding Contact Methods

This section discusses: How contact methods are modeled. Contact method definition processes. Contact information on contact relationship summary pages.
How Contact Methods Are Modeled

In PeopleSoft CRM, contact methodsmailing addresses, email addresses, telephone numbers, and pager numberscan be defined directly for business objects, associated with business object roles, and established for a specific business object relationship. The following diagram shows how the contact methods are related to each of these entities in the business object relationship model (BORM).
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Business Object
Business Object Roles
Business Object Relationships
Contact Method
Contact Method Usage

Contact methods in the BORM
Contact Method Usage
Although the BORM supports contact method definitions for any business object, business object role, or business object relationship, the delivered system transactions enable contact method definition only for company, consumer, site, contact, and worker business objects.
Contact Method Definition Processes

The Company, Consumer, Contact, Site, and Worker components provide a common user experience for the contact method definition process. Any existing contact method information defined for a business object or business object relationship is presented on a summary page from which you can access pages to add a new record or maintain existing records.
Contact Method Definition for Business Objects

You can directly add and update address, telephone, email, and pager contact methods at the business object level from the first page of each of the Company, Consumer, Site, Contact, and Worker components. However, when you use pages in the system used to enter or update contact method information at the role or relationship level, the system automatically updates the business object contact method records for the corresponding business object. For example, when you update the contact methods for a site using pages accessed from the Edit Site or Add Site pages in the Company and Consumer components, the system updates both the role contact method records and the business object contact methods for the site.
Contact Method Definition for Business Object Roles

The contact methods you define at the business object level are automatically associated with the role that the system assigns to the business object as part of the component transaction. For example, when you establish a business object using the Company component, the system assigns the Company role to the business object and creates contact method records for the role using the contact information defined for the company business object. Similarly, when you define a site business object using the Site component or the Site page in the Company or Consumer components, the system assigns the Site role to the business object and records the contact information you define for the site at both the business object and role levels.
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Contact Method Definition for Business Object Relationships

As with role contact methods, relationship contact methods are supported for all business objects. However, delivered system transactions enable you to define relationship contact methods only for contact relationships. By default, when you associate contacts with companies or consumers, you can define address, telephone, email and pager contact methods to use when contacting the person in his or her role as a contact of a specified customer. PeopleSoft CRM also provides the ability to indicate the generic uses, roles and relationships that apply to any contact method. These roles and relationships can be specific to the customers business and not necessarily the ones provided by PeopleSoft CRM.
Contact Method Definition for Contact Relationships

When you associate a contact with a company, consumer, or site, the address and telephone contact method information you define for the contact relationship is usually similar to, if not the same as, address and telephone information previously defined for the company, consumer, or site business object. For example, when you define a contact for a company, you will most likely use an existing company address for the contact, with perhaps a modified mail stop number specific to the contacts physical work location. Similarly, telephone information for the contact is often the same as that defined for the company, but with an extension that is specific for the contact. To support these scenarios, the system displays for your selection any existing address and telephone records of the company, consumer or site business object and any existing address and telephone records associated with the contact business object when you add address or telephone information for a contact relationship. You can select an existing business object address for the relationship contact method (and modify it if necessary), or you create a new address for the relationship. The following diagram displays the flow for this contact method definition process starting from user selection of the Manage Addresses or Manage Phones button on the Maintain Contacts page in the Company, Consumer, or Site components.
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Yes
System shows summary of all address or telephone CMs defined for the contact relationship. User selects the Add New Address or Add New Phone buttons. System looks for address or telephone CMs for the calling component BO and the contact BO.
User selects Manage Addresses or Manage Phones buttons.
Contact has address or telephone CMs for this relationship?
No
System shows Address or Phone Summary page with a "none available" message.
Address and telephone contact method definitions for a contact relationship (1 of 2)
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Did the system find a BO address or telephone CMs?
No
System displays Add Address or Add Phone page; user enters new CM information.
Yes System displays all available address or telephone CMs for calling component BO and the contact BO. User selects CM or wants to add a new CM? Adds new CM System displays page with selected address or phone information populated; user edits if necessary. Address or telephone information is saved in the contact BO, the contact role, and the relationship CM tables.
Selects CM
Calling Component BO CM
User selects calling component or contact BO CM?
Contact BO CM
Address and telephone contact method definitions for a contact relationship (2 of 2)
Pager and email contact definition for a contact relationship follows a similar process flow. However, instead of collecting contact method records for both the calling component business object (company, consumer, or site) and the contact business object, the system only collects and displays the pager and email information defined for the contact business object role.
Contact Method Definition for Sites

The telephone, email, and pager contact method definition follows the same process flow as other business objects: from a summary page of existing contact method information, you can update or add contact method records. However, the process flow for site address contact method definition is slightly different. When you add a site address, you can select address records from any of those previously defined for the company or consumer. Typically, sites are created to manage field service activities such as installation, preventative maintenance, or repair activities. By promoting a company or consumer address to the site level, you enable field service technicians to be dispatched to the customer site. The following diagram illustrates the process flow for site address contact method definition.
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Yes
System shows the address CMs for the calling component BO.
User selectes an address or creates a new one.
Selects Address
Creates New Address User selects Add Address button.
Any address CMs for the calling component BO? System shows the Add Address page; user enters new address information.
Address information is saved in the BO and role CM records for the site.
No
Process flow for adding address contact methods for a site in the Company and Consumer components
Existing Address Contact Method Searches

On the Customer Data Management System Options page under the Set Up CRM, Common Definitions, Customer, Customer Installations Options menu, you can select the Show Contact Method Search check box. When this check box is selected, users can search for existing address information when they add or update address contact methods for companies, consumers, contacts, sites, and workers. To search for an existing address, the users enters any known information and clicks the Search for Existing Address button. The system uses the entered information as search criteria and returns any contact method records in the system that match the criteria. The user selects the applicable record, or, if none of the returned records apply, creates a new contact record. Note. Depending on the volume of address and phone records in your system and the amount of search criteria entered by the user, system performance may be an issue with the contact method search feature.
Contact Method Sharing Across Roles

When you create or modify address, telephone, pager, and email contact method records for a persons consumer, contact, or worker role, the system enables you to share the information with the other two system-assigned roles.
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When you enter or update contact information for a person business object in the Consumer, Contact, or Worker components, the system check whether the person has been assigned roles from the other two components. For instance, when you add or update address information for a worker using the Worker component, the system check whether Individual Consumer or Contact roles have been established for the person using the Consumer or Contact components. If the person is associated with multiple roles, the system displays all the roles on the Contact Method Detail page. The following diagram traces the address definition process for a person business object with multiple roles. The process flow is similar when adding or updating other contact methods for a person who has multiple roles.
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User accesses Add Address or Update Address page for a person BO. Optionally, the user enters or modifies some address information.
No
Save the address information as entered on the Add or Update Address page.
Does the person BO have more than one role? Yes
Did the user ask to search for existing addresses?
No
System displays all the roles on the Contact Method Detail page
Yes
System searches for addresses that match the information on the Add or Update Address page.
Selects existing or entered address
Address information is saved in the applicable role CM records.
Did system find addresses that matched available information?
Yes
System shows list of addresses that matched available information.
User selects similar address (if available), proceeds with entered address, or returns to Add or Update page.
No
System tells user that no existing addresses match the entered information.
Returns to Add or Update page with user-entered information intact.

Process flow for sharing new or modified contact information across multiple rolesaddress contact method example
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Contact Information on Contact Relationship Summary Pages

On the Contact pages of the Company, Consumer, and Site components and on the Customer page of the Contact component, the system displays a summary of the contact relationships, including telephone and email information to use when contacting the contact on behalf of the customer or customer site. To populate the telephone number and email address values on each row of the summaries, the system looks for contact method records defined for the contact relationship. The primary telephone and email address contact methods are added and modified from the Contact Phone Summary and Contact Email Summary page available in the Company, Consumer, Site, and Contact components. See Chapter 20, Defining Contact Information for Business Objects, Defining Contact Methods for Contact Relationships, page 260. See Chapter 14, Defining Company Business Objects , page 173. See Chapter 15, Defining Consumer Business Objects, page 191. See Chapter 17, Defining Site Business Objects , page 221.
Common Elements Used in This Chapter

Primary Select the primary record for the object. The primary record is displayed online when the object is referenced in system transactions. Only one record can be marked as the primary record. Select the purpose of the record. Values for this field are established on the Contact Method Purpose Type page under the Set Up CRM, Common Definitions, Customer menu. Enter a short name, description, or code associated with the record for informational purposes. Select the current status of the record: Active or Inactive.
Purpose
Nickname Status
Defining Address Information

In PeopleSoft CRM, you can define multiple address records for all business objects, including companies, sites, contacts, consumers, and workers.
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Pages Used to Define Address Information

Page Name Company - Company: Address view Object Name
RD_COMPANY_MAIN_2
Navigation Customers CRM, Company, Company Click the Address link on the Company page
Usage Update existing company address records, add additional records, and change the primary indicator. Update existing site address records, add additional records, and change the primary indicator. Update existing consumer address records, add additional records, and change the primary indicator. Update existing contact address records, add additional records, and change the primary indicator. Update existing worker address records, add additional records, and change the primary indicator. View address details for a company consumer, contact, site, or worker.
Site - Site: Address view
RD_SITE_MAIN_2
Customers CRM, Site, Site Click the Address link on the Site page
Consumer - Consumer: Address view
RD_CONSUMER_2
Customers CRM, Consumer, Consumer Click the Address link on the Consumer page.
Contact - Contact: Address view
RD_PERSON_84
Customers CRM, Contact, Contact Click the Address link on the Contact page
Worker - Worker: Address view
RD_PERSON_84
Workforce, Worker, Worker. Click the Address link on the Worker page
View Address
RD_ADDR_DETAIL
Click an address link in the Address Summary grid on the Address view of the Company, Consumer, Contact, Site, and Worker components. Click the Edit button on the Address view of the Company, Consumer, Contact, Site, and Worker components. Click the Add New Address button on the Address view of the Company, Consumer, Contact, Site, and Worker components. Click the Add New Address button on the Address view of the Site component.
Update Address
RD_ADDR_DETAIL
Add address information to for a company consumer, contact, site, or worker.
Add Address
RD_ADDR_DETAIL
Update existing address information for a company consumer, contact, site, or worker. Select an address for the site from a list of addresses defined for the company or consumer business object. Note. This page appears when addresses have been defined for the company or consumer.
Select Address
RD_AVAILABLE_ADDR
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Page Name Object Name Review Matching Addresses RD_MATCH_ADDR
Navigation Click the Search for Existing Address button on the Update Address page or the Add Address page.
Usage Select an exiting address in the system that matches the address information you entered.
Entering Addresses
Access the Address view on the first page of the Company, Site, Consumer, Contact, or Worker components.
Contact - Contact page: Address Summary view
Under Address Summary, the system lists the addresses associated with the business object that are valid for the specified role and effective date selected. The uses icons for the addresses also appear. The address marked as the primary address appears in the Primary view for the business object under Primary Communication Information. If you select a description of All , the Primary column does not appear.
Viewing Address Information

Access the View Address page by clicking an address link on the Address Summary view. This is a display-only page showing the details for the selected address.
Editing Address Information

Access the Update Address page.
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Contact component: Update Address page (1 of 2)
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Contact component: Update Address page (2 of 2)
Update the current address information and indicate when the changes become effective. Physical Loc (physical location) Country Phone Enter a specific physical location, such as a building, floor, or office number associated with the address, for informational purposes. Select the country code associated with the address. The country code determines which fields are used to capture mailing address information. Select the telephone number associated with the address. This field provides a mechanism to link a telephone number with a specific address. Telephone information must first be established using the Phone view available from the first page of the component. Select the time zone associated with the address. The system uses this information to determine the correct time to display for time values associated with customer, such as those on service orders and cases. Select the region associated with an address. The system uses region information when suggesting provider group and group member assignments on service orders and cases.
Time Zone
Region
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The following check boxes appear on the Update Address page in the Company, Consumer, and Site components if sold to, ship to, and bill to purchasing options have been defined for the company, consumer, or site you are working with. Original Date Address is Effective and Current Date Address is Effective When you modify an address, on this page youll see the Original Date Address is Effectiveand the Current Date Address is Effective fields. In the Original Date Address is Effective fields, the system displays the from and through dates you originally entered when defining the address. Enter a different effective date range for the address using the Current Date Address is Effective fields. The Description field indicates which of the system-generated roles have been associated with the person. For each role, enter the from and through date for which this address applies. Relationship Address Applies to The Description field indicates which of the system-generated relationships have been associated with the person. For each relationship, enter the from and through date for which the address applies. Usages Address Applies to The Description field indicates which of the usages have been associated with the person. For each use, enter the from and through date for which the address applies. See Chapter 13, Defining Control Values for Business Objects, Defining Contact Method Uses, Types, and Purposes, page 161. Note. The following buttons are available if the Show Contact Method Search option is selected on the Customer Data Management System Options page under the Set Up CRM, Common Definitions, Customer, Customer Installation Options menu. Search for Existing Address Click to search for an exiting address that matches some or all of the address information you entered. Create Using Entered Address Click to update the address record using the entered information.
Roles Address Applies to
Adding Address Information

Access the Add Address page. Complete the required information and indicate when the new address information becomes effective and indicate the roles, relationships, and uses for this address and when they become effective. The functionality and fields available on this page are similar to those on the Update Address page.
Review Matching Address Information

Access the Review Matching Address page. Under Similar Addresses(es), the system returns any address record in the system that matches the address information entered on the previous page.
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Create Using Entered Address Select
Click this button to save the address information entered on the previous page as a contact method for the business object you are working with. Click this button to save the returned address as a contact method for the business object you are working with.
Defining Telephone Information

In PeopleSoft CRM, you can define multiple telephone records for all business objects, including companies, sites, contacts, consumers, and workers.
Pages Used to Define Telephone Information

Page Name Company - Company: Phone view Object Name
RD_COMPANY_MAIN_2
Navigation Customers CRM, Company, Company
Usage
Site - Site: Phone view
RD_SITE_MAIN_2
Consumer - Consumer: Phone view
RD_CONSUMER_2
Contact - Contact: Phone view
RD_PERSON_84
Worker - Worker: Phone view
RD_PERSON_84
Update Phone
RD_PHONE_DETAIL
Update existing company telephone records, add additional records, and Click the Phone link on the change the primary Company page indicator. Customers CRM, Site, Site Update existing site telephone records, add Click the Phone link on the additional records, and Site page change the primary indicator. Customers CRM, Consumer, Update existing consumer telephone records, add Consumer additional records, and Click the Phone link on the change the primary Consumer page indicator. Customers CRM, Contact, Update existing contact Contact telephone records, add additional records, and Click the Phone link on the change the primary Contact page indicator. Workforce, Worker, Worker Update existing worker telephone records, add Click the Phone link on the additional records, and Worker page change the primary indicator. Update existing telephone Click the Edit button on the Phone view of the Company, information for a company Consumer, Contact, Site, and consumer, contact, site, or worker. Worker components. Click the Add New Phone button on the Phone view of the Company, Consumer, Contact, Site, and Worker components. Add telephone information for a company consumer, contact, site, or worker.
Add Phone
RD_PHONE_DETAIL
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Entering Telephone Information

Access the Phone view on the first page of the Company, Site, Consumer, Contact, or Worker components.
Company - Company page: Phone Summary view
Under Phone Summary, the system lists the valid telephone numbers associated with the business object that are valid for the specified effective date. The uses icons for the phone numbers also appear. The telephone number marked as the primary telephone number appears in the Primary view for the business object under Primary Communication Information.
Editing Telephone Information

Access the Update Phone page. Update the current phone information and indicate when the changes become effective.
Adding Telephone Information

Access the Add Phone page. Complete the required information and indicate when the new phone information becomes effective.
Defining Pager Information

In PeopleSoft CRM, you can define multiple pager records for all business objects, including companies, sites, contacts, consumers, and workers.
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Pages Used to Define Pager Information

Page Name Company - Company: Pager view Object Name
RD_COMPANY_MAIN_2
Navigation Customers CRM, Company, Company Click the Pager link on the Company page
Usage Update existing company pager records, add additional records, and change the primary indicator. Update existing site pager records, add additional records, and change the primary indicator. Update existing consumer pager records, add additional records, and change the primary indicator. Update existing contact pager records, add additional records, and change the primary indicator. Update existing worker pager records, add additional records, and change the primary indicator. Update existing pager information for a company consumer, contact, site, or worker. Add pager information to for a company consumer, contact, site, or worker.
Site - Site: Pager view
RD_SITE_MAIN_2
Customers CRM, Site, Site Click the Pager link on the Site page
Consumer - Consumer: Pager view
RD_CONSUMER_2
Customers CRM, Consumer, Consumer Click the Pager link on the Consumer page
Contact - Contact: Pager view
RD_PERSON_84
Customers CRM, Contact, Contact Click the Pager link on the Contact page
Worker - Worker: Pager view
RD_PERSON_84
Workforce, Worker, Worker Click the Pager link on the Worker page
Update Pager
RD_PAGER_DETAIL
Click the Edit button on the Pager view of the Company, Consumer, Contact, Site, and Worker components. Click the Add New Pager button on the Pager view of the Company, Consumer, Contact, Site, and Worker components.
Add Pager
RD_PAGER_DETAIL
Entering Pager Information

Access the Pager view on the first page of the Company, Site, Consumer, Contact, or Worker components.
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Company - Company page: Pager Summary view
Under Pager Summary, the system lists the valid pager numbers associated with the business object that are valid for the specified effective date. The uses icons for the pagers also appear. The pager number marked as the primary pager number appears in the Primary view for the business object under Primary Communication Information.
Editing Pager Information

Access the Update Pager page. Update the current pager information and indicate when the changes become effective.
Adding Pager Information

Access the Add Pager page. Complete the required information and indicate when the new pager information becomes effective.
Defining Email Information

In PeopleSoft CRM, you can define multiple email address records for all business objects, including companies, sites, contacts, consumers, and workers.
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Pages Used to Define Email Information

Page Name Company - Company: Email view Object Name
RD_COMPANY_MAIN_2
Navigation Customers CRM, Company, Company Click the Email link on the Company page
Usage Update existing company email records, add additional records, and change the primary indicator. Update existing site email records, add additional records, and change the primary indicator. Update existing consumer email records, add additional records, and change the primary indicator. Update existing contact email records, add additional records, and change the primary indicator. Update existing worker email records, add additional records, and change the primary indicator. Add email information to for a company consumer, contact, site, or worker.
Site - Site: Email view
RD_SITE_MAIN_2
Customers CRM, Site, Site Click the Email link on the Site page
Consumer - Consumer: Email view
RD_CONSUMER_2
Customers CRM, Consumer, Consumer Click the Email link on the Consumer page
Contact - Contact: Email view
RD_PERSON_84
Customers CRM, Contact, Contact Click the Email link on the Contact page
Worker - Worker: Email view
RD_PERSON_84
Workforce, Worker, Worker Click the Email link on the Worker page
Add Email
RD_EMAIL_DETAIL
Click the Add New Email button on the Email view of the Company, Consumer, Contact, Site, and Worker components. Click the Edit button on the Email view of the Company, Consumer, Contact, Site, and Worker components.
Update Email
RD_EMAIL_DETAIL
Update existing email information for a company consumer, contact, site, or worker.
Entering Email Information

Access the Email view on the first page of the Company, Site, Consumer, Contact, or Worker components.
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Company - Company page: Email Summary view
Under Email Summary, the system lists the valid email addresses associated with the business object that are valid for the specified effective date. The uses icons for the email addresses also appear. The email address marked as the primary email address appears in the Primary view for the business object under Primary Communication Information.
Editing Email Information

Access the Update Email page. Update the current email information and indicate when the changes become effective.
Adding Email Information

Access the Add Email page. Complete the required information and indicate when the new email information becomes effective.
Defining Contact Methods for Contact Relationships

In PeopleSoft CRM, you can define contact methods that are specific to the relationship between a contact and a company, consumer, or site. This section lists the pages used to define contact methods for contact relationships and, for each contact relationship, details how to: Enter address information Enter telephone information Enter email information Enter pager information
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Pages Used to Define Contact Methods for Contact Relationships

Page Name Maintain Contacts Object Name
RD_REP_MAINTAIN
Navigation Click the Edit button on the Contacts page in the Company, Consumer, or Site component.
Usage View and update the contacts purchasing options and manage the contact information for the contacts relationship with the company, consumer, or site. View, modify and add information about the customers associated with the specified contact.
Contact - Customers
RD_PERSON_COMP
Customers CRM, Contact, Customers
Add Customer / Site
RD_PERSON_ADD_COMP
Click the Add New Customer Associate a contact with a specific customer or button on the Contact customer site. Customers page. Click a customer name on the Edit information about the Contact - Customers page. contacts association with the customer or customer site. Click the Manage Addresses View a summary of the current address information button on the Maintain defined for the contacts Contact page. relationship with the company, consumer, or site and update this information as necessary. Click an address link displayed in the grid on the Contact Address Summary page. Click the Edit button on the Contact Address Summary page. View details for an address defined for the contacts relationship with the company, consumer, or site. Update existing address information defined for the contacts relationship with the company, consumer, or site. Enter new address information for the contacts relationship with the company, consumer, or site. Select an address for the contact relationship from a list of addresses defined for the contact business object and the company, consumer, or site business object. Note. This page appears when addresses have been defined for the contact business object or the company, consumer, or site business object.
Edit Customer / Site
RD_PERSON_ADD_COMP
Contact Address Summary
RD_COMP_SITE_CM
View Contact Address
RD_ADDR_DETAIL
Update Contact Address
RD_ADDR_DETAIL
Add Contact Address
RD_ADDR_DETAIL
Click the Add New Address button on the Contact Address Summary page or the Select Contact Address page. Click the Add New Address button on the Contact Address Summary page.
Select Contact Address
RD_AVAILABLE_ADDR
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Page Name Object Name Review Matching Addresses RD_MATCH_ADDR
Navigation Click the Search for Existing Address button on the Update Contact Address page or the Add Contact Address page. Click the Manage Phones button on the Maintain Contact page.
Usage Select an exiting address in the system that matches the address information you entered. View a summary of the current telephone information defined for the contacts relationship with the company, consumer, or site and update this information as necessary. Update existing telephone information defined for the contacts relationship with the company, consumer, or site. Select a telephone number for the contact relationship from a list of numbers defined for the contact business object and the company, consumer, or site business object. Note. This page appears when telephone numbers have been defined for the contact business object or the company, consumer, or site business object.
Contact Phone Summary
RD_COMP_SITE_CM
Update Contact Phone
RD_PHONE_DETAIL
Click the Edit button on the Contact Phone Summary page.
Select Contact Phone
RD_AVAILABLE_PHONE
Click the Add New Phone button on the Contact Phone Summary page.
Add Contact Phone
RD_PHONE_DETAIL
Click the Add New Phone button on the Contact Phone Summary page or the Select Contact Phone page. Click the Manage Emails button on the Maintain Contact page.
Enter new telephone information for the contacts relationship with the company, consumer, or site. View a summary of the current email information defined for the contacts relationship with the company, consumer, or site and update this information as necessary. Update existing email information defined for the contacts relationship with the company, consumer, or site.
Contact Email Summary
RD_COMP_SITE_CM
Update Contact Email
RD_EMAIL_DETAIL
Click the Edit button on the Contact Email Summary page.
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Page Name Select Contact Email
Object Name
RD_AVAILABLE_EMAIL
Navigation Click the Add New Email button on the Contact Email Summary page.
Usage Select an email address for the contact relationship from a list of email addresses defined for the contact business object role. Note. This page appears when email addresses have been previously defined for the contact business object role.
Add Contact Email
RD_EMAIL_DETAIL
Click the Add New Email button on the Contact Email Summary page. Click the Manage Pagers button on the Maintain Contact page.
Contact Pager Summary
RD_COMP_SITE_CM
Enter new email information for the contacts relationship with the company, consumer, or site. View a summary of the current pager information defined for the contacts relationship with the company, consumer, or site and update this information as necessary. Update existing pager information defined for the contacts relationship with the company, consumer, or site. Select a pager number for the contact relationship from a list of numbers defined for the contact business object role. Note. This page appears when pager numbers have been defined for the contact business object role.
Update Contact Pager
RD_PAGER_DETAIL
Click the Edit button on the Contact Pager Summary page.
Select Contact Pager
RD_AVAILABLE_PAGER
Click the Add New Pager button on the Contact Pager Summary page.
Add Contact Pager
RD_PAGER_DETAIL
Click the Add New Pager button on the Contact Pager Summary page.
Enter new pager information for the contacts relationship with the company, consumer, or site.
Entering Address Information for the Contact Relationship

Access the Contact Address Summary page.
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Company component: Contact Address Summary page
For the specified effective date, the system lists a summary of the address information associated with the persons contact relationship with the company, consumer, or site. The Primary column indicates the main address to use when contacting the specified person in his or her role as a contact of the company. This column is only displayed for the current effective date record; it is not available on records with past or future effective dates.
Viewing Address Information for the Contact Relationship

Access the View Contact Address page. This is a display-only page showing the details for the selected address.
Editing Address Information for the Contact Relationship

Access the Update Contact Address page. Update the current address information and indicate when the changes become effective. The fields on this page are similar to those available on the Update Address page. See Chapter 20, Defining Contact Information for Business Objects, Defining Address Information , page 249.
Adding Contact Address Information

Access the Add Contact Address page. Complete the required information and indicate when the new address information becomes effective. The functionality and fields available on this page are similar to those on the Update Address page. See Chapter 20, Defining Contact Information for Business Objects, Defining Address Information , page 249.
Select an Existing Contact or Customer Address Record

Access the Select Contact Address page. Under Available Address(es), the system displays addresses that have been defined for the contact business object and the company, consumer, site business object. Type Indicates the business object that the address is associated with: Contact, Company, Consumer, or Site.
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Select
Click this button if the existing business object address should be used when contacting the person in his or her role as a contact of the company. The system displays the Add Contact Address page showing the selected business object address. You cannot modify the selected address, only the address attributes, such as purpose, nickname and location information. To create a contact method for the contact relationship using the displayed address, modify the attributes as necessary, enter the appropriate effective-date information, and click the Click Using Entered Address button.
Add New Address
Click this button to enter a new address to use when contacting the person in his or her role as a contact of the company.

Access the Review Matching Address page. Under Similar Addresses(es), the system returns any address record in the system that matches the address information entered on the previous page. Create Using Entered Address Select Click this button to save the address information entered on the previous page as a contact method for the contact relationship. Click this button to save the returned address as a contact method for the business object you are working with contact relationship.
Entering Telephone Information for the Contact Relationship

Access the Contact Phone Summary page.
Company component: Contact Phone Summary page
For the specified effective date, the system lists a summary of the telephone information associated with the persons contact relationship with the company, consumer, or site. The Primary column indicates the main telephone number to use when contacting the specified person in his or her role as a contact of the company. This column is only displayed for the current effective date record; it is not available on records with past or future effective dates.
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Editing Telephone Information for the Contact Relationship

Access the Update Contact Phone page. Update the current telephone information and indicate when the changes become effective.
Adding Contact Telephone Information

Access the Add Contact Phone page. Complete the required information and indicate when the new telephone information becomes effective.
Select an Existing Contact or Customer Telephone Record

Access the Select Contact Phone page. Under Available Phone(s), the system displays telephone numbers that have been defined for the contact business object and the company, consumer, site business object. Type Select Indicates the business object that the telephone number is associated with: Contact, Company, Consumer, or Site. Click this button if the existing business object telephone number should be used when contacting the person in his or her role as a contact of the company. The system displays the Add Contact Phone page showing the selected business object telephone number. To create a contact method for the contact relationship using the displayed telephone number, modify the attributes as necessary, enter the appropriate effective-date information, and click OK. Add New Phone Click this button to enter a new telephone number to use when contacting the person in his or her role as a contact of the company.
Entering Email Information for the Contact Relationship

Access the Contact Email Summary page.
Company component: Contact Email Summary page
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For the specified effective date, the system lists a summary of the email information associated with the persons contact relationship with the company, consumer, or site. The Primary column indicates the main email address to use when contacting the specified person in his or her role as a contact of the company. This column is only displayed for the current effective date record; it is not available on records with past or future effective dates.
Editing Email Information for the Contact Relationship

Access the Update Contact Email page. Update the current email information and indicate when the changes become effective.
Adding Contact Email Information

Access the Add Contact Email page. Complete the required information and indicate when the new email information becomes effective.
Select an Existing Contact Email Address

Access the Select Contact Email page. Under Available Emails, the system displays email addresses that have been defined for the contact business object. Select Click this button if the existing email address defined for the person should be used when contacting the person in his or her role as a contact of the company. The system displays the Add Contact Email page showing the selected email address. To create a contact method for the contact relationship using the displayed email address, modify the attributes as necessary, enter the appropriate effective-date information, and click OK. Add New Email Click this button to enter a new email address to use when contacting the person in his or her role as a contact of the company.
Entering Pager Information for the Contact Relationship

Access the Contact Pager Summary page.
Company component: Contact Pager Summary page
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For the specified effective date, the system lists a summary of the pager information associated with the persons contact relationship with the company, consumer, or site. The Primary column indicates the main pager number to use when contacting the specified person in his or her role as a contact of the company. This column is only displayed for the current effective date record; it is not available on records with past or future effective dates.
Editing Pager Information for the Contact Relationship

Access the Update Contact Pager page. Update the current pager information and indicate when the changes become effective.
Adding Contact Pager Information

Access the Add Pager page. Complete the required information and indicate when the new pager information becomes effective.
Select an Existing Contact Pager Number

Access the Select Contact Pager page. Under Available Pager(s), the system displays pager numbers that have been defined for the contact business object. Select Click this button if the existing pager number defined for the person should be used when contacting the person in his or her role as a contact of the company. The system displays the Add Contact Pager page showing the selected email address. To create a contact method for the contact relationship using the displayed pager number, modify the attributes as necessary, enter the appropriate effective-date information, and click OK. Add New Pager Click this button to enter a new pager number to use when contacting the person in his or her role as a contact of the company.
Defining Contact Methods for Sites Using the Company and Consumer Components
In PeopleSoft CRM, you can define a customer site using the Site component or you can define a site using the Site page of the Company and Consumer components. When you define contact methods for a site from any component, the system records the same transactions, creating or updating contact methods for the site at both the business object and role levels. Within the Site component, you define contact information for the site using the Address, Phone, Pager, and Email links at the top of the first page in the component. However, the user interface for contact method definition varies slightly when you define contact methods for a site using the Company and Consumer components. This section lists the pages used to define contact methods for site using the Company and Consumer components and details how to:
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Enter address information. Enter telephone information. Enter email information. Enter pager information.
Pages Used to Define Contact Methods for Sites

Page Name Edit Site Object Name
RD_CUST_SITE_DTL
Navigation Click the Edit button on the Company - Site page in the Company component or the Consumer - Site page in the Consumer component. Click the Create New Site button on the Company Site page in the Company component or the Consumer - Site page in the Consumer component. Click the Manage Addresses button on the Create Site or Edit Site page.
Usage Edit contact information for a customer site.
Create Site
RD_CUST_SITE_DTL
Enter name and contact information for a new customer site.
Site Address Summary
RD_COMP_SITE_CM
View a summary of the current address information defined for company or consumer site and update this information as necessary. View details for an address defined for the company or consumer site. Edit an existing address record associated with the company site. Select an address for the site from a list of addresses defined for the company or consumer business object. Note. This page appears when addresses have been defined for the company or consumer. Enter new address information for the company or consumer site. Select an exiting address in the system that matches the address information you entered.
View Site Address
RD_ADDR_DETAIL
Click an address link displayed in the grid on the Site Address Summary page. Click the Edit button on the Site Address Summary page. Click the Add New Address button on the Site Address Summary page.
Update Site Address
RD_ADDR_DETAIL
Select Site Address
RD_AVAILABLE_ADDR
Add Site Address
RD_ADDR_DETAIL
Click the Add New Address button on the Site Address Summary view or the Select Site Address page. Click the Search for Existing Address button on the Update Site Address page or the Add Site Address page.
Review Matching Addresses RD_MATCH_ADDR
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Page Name Site Phone Summary
Object Name
RD_COMP_SITE_CM
Navigation Click the Manage Phones button on the Create Site or Edit Site page.
Usage View a summary of the current telephone information defined for the company or consumer site and update this information as necessary. Update existing telephone information defined for the company or consumer site. Select a telephone number for the site from a list of numbers defined for the company or consumer business object. Note. This page appears when telephone numbers have been defined for the company or consumer.
Update Site Phone
RD_PHONE_DETAIL
Click the Edit button on the Site Phone Summary page. Click the Add New Phone button on the Site Phone Summary page.
Select Site Phone
RD_AVAILABLE_PHONE
Add Site Phone
RD_PHONE_DETAIL
Click the Add New Phone button on the Site Phone Summary page or the Select Site Phone page. Click the Manage Emails button on the Create Site or Edit Site page.
Enter new telephone information for the company or consumer site. View a summary of the current email information defined for the company or consumer site and update this information as necessary. Update existing email information defined for the company or consumer site. Enter new email information for the company or consumer site. View a summary of the current pager information defined for the company or consumer site and update this information as necessary. Update existing pager information defined for the company or consumer site. Enter new pager information for the company or consumer site.
Site Email Summary
RD_COMP_SITE_CM
Update Site Email
RD_EMAIL_DETAIL
Click the Edit button on the Site Email Summary page. Click the Add New Email button on the Site Email Summary page. Click the Click the Manage Pagers button on the Create Site or Edit Site page.
Add Site Email
RD_EMAIL_DETAIL
Site Pager Summary
RD_COMP_SITE_CM
Update Site Pager
RD_PAGER_DETAIL
Click the Edit button on the Site Pager Summary page. Click the Add New Pager button on the Site Pager Summary page.
Add Site Pager
RD_PAGER_DETAIL
Entering Address Information for the Site

Access the Site Address Summary page.
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Company component: Site Address Summary page
For the specified effective date, the system lists a summary of the address information associated with the company or consumer site. The Primary column indicates the main address to use when contacting the site.
Viewing Site Address Information

Access the View Site Address page. This is a display-only page showing the details for the selected address.
Editing Site Address Information

Access the Update Site Address page. Update the current address information and indicate when the changes become effective. The functionality and fields on this page are similar to those available on the Update Address page. See Chapter 20, Defining Contact Information for Business Objects, Defining Address Information , page 249.
Adding Site Address Information

Access the Add Site Address page. Complete the required information and indicate when the new address information becomes effective. The functionality and fields available on this page are similar to those on the Update Address page. Note. If purchasing options have been defined for the company or consumer, you cannot define purchasing options for the site address within the Company or Consumer components. To specify purchasing options for a site, you must transfer to the Site component. See Chapter 20, Defining Contact Information for Business Objects, Defining Address Information , page 249.
Select an Existing Site or Customer Address Record

Access the Select Site Address page. Under Available Address(es), the system displays addresses that have been defined for the site business object and the company or consumer business object. Type Indicates the business object that the address is associated with: Company, Consumer, or Site.
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Select
Click this button if the existing business object address should be used when contacting the company or consumer site. The system displays the Add Site Address page showing the selected business object address. You cannot modify the selected address, only the address attributes, such as purpose, nickname and location information. To create a contact method for the site using the displayed address, modify the attributes as necessary, enter the appropriate effective-date information, and click the Click Using Entered Address button.
Add New Address
Click this button to enter a new address to use when contacting the company or consumer site.

Access the Review Matching Address page. Under Similar Addresses(es), the system returns any address record in the system that matches the address information entered on the previous page. Create Using Entered Address Select Click this button to save the address information entered on the previous page as a contact method for the company or consumer site. Click this button to save the returned address as a contact method for the business object you are working with company or consumer site.
Entering Telephone Information for the Site

Access the Site Phone Summary page.
Company component: Site Phone Summary page
For the specified effective date, the system lists a summary of the telephone information associated with the company or consumer site. The Primary column indicates the main telephone number to use when contacting the site.
Editing Site Telephone Information

Access the Update Site Phone page. Update the current telephone information and indicate when the changes become effective.
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Adding Site Telephone Information

Access the Add Site Phone page. Complete the required information and indicate when the new telephone information becomes effective.
Entering Email Information for the Site

Access the Site Email Summary page.
Company component: Site Email Summary page
For the specified effective date, the system lists a summary of the email information associated with the company or consumer site. The Primary column indicates the main email address to use when contacting the site.
Editing Site Email Information

Access the Update Site Email page. Update the current email information and indicate when the changes become effective.
Adding Site Email Information

Access the Add Site Email page. Complete the required information and indicate when the new email information becomes effective.
Entering Pager Information for the Site

Access the Site Pager Summary page.
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Company component: Site Pager Summary page
For the specified effective date, the system lists a summary of the pager information associated with the company or consumer site. The Primary column indicates the main pager number to use when contacting the site.
Editing Site Pager Information

Access the Update Site Pager page. Update the current pager information and indicate when the changes become effective.
Adding Site Pager Information

Access the Add Site Pager page. Complete the required information and indicate when the new pager information becomes effective.
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Defining Purchasing Options for Companies, Consumers, and Sites

This chapter provides an overview of sold to, ship to, and bill to purchasing options for customers and discusses how to define these settings in PeopleSoft CRM.
Understanding Sold To, Ship To, and Bill To Purchasing Options

In PeopleSoft, a customer or a customer site can be a party that you sell to, ship to, or bill to. In PeopleSoft CRM, you can define purchasing options for a customer or site and define specific contact information based on the applicable purchasing options, such as ship to and bill to address information. The purchasing option information can be synchronized with PeopleSoft Financials, PeopleSoft Supply Chain Management or with third-party systems. If you integrate with PeopleSoft Financials or PeopleSoft Supply Chain Management, you can define additional attributes and processing options for each purchasing option using pages available in PeopleSoft Financials and PeopleSoft Supply Chain Management. You can view the processing options defined for each of the applicable purchasing options using pages in PeopleSoft CRM.
See Also
Chapter 11, Understanding Business Object Relationship Model Components, page 131 Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, page 675 Chapter 14, Defining Company Business Objects , page 173 Chapter 15, Defining Consumer Business Objects, page 191 Chapter 17, Defining Site Business Objects , page 221 PeopleSoft Application Fundamentals for Financials and Supply Chain Management PeopleBook
Defining Purchasing Options

To define purchasing options in PeopleSoft CRM, you select check boxes in the Purchasing Options group box on the first page of the Company, Consumer, and Site components. You define corresponding sold to, ship to, and bill to address information on the Address view available from the first page of these components. You can also define contacts for each of the selected purchasing options on the Contact page of the component.
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When a customer or customer site is defined as a sold to customer, you can define other customers or customer sites as valid bill to or ship to customers to use when the sold to customer makes a purchase. For example, a companys business rules may require that all purchase orders must originate from corporate headquarters, but the ordered products are typically shipped to other corporate sites. Specify ship to and bill to customers or customer sites on the Purchasing Options page of the Company, Consumer, and Site components. If you are integrated with PeopleSoft Financials or PeopleSoft Supply Chain Management, override the default values for the customers sold to, ship to, and bill to options using the pages under the Maintain Customer menu within those products. You can view the options in PeopleSoft CRM by clicking the Sold To, Bill To, and Ship To links on the Purchasing Options page of the Company, Consumer, and Site components.
Pages Used to Define Purchasing Options

Page Name Site - Purchasing Object Name
RD_SITE_CUST_OP_2
Navigation Customers CRM, Site, Purchasing
Usage View and update the sold to, ship to, and bill to purchasing options defined for the selected site. View and update the sold to, ship to, and bill to purchasing options defined for the selected consumer. View and update the sold to, ship to, and bill to purchasing options defined for the selected company.
Consumer - Purchasing
RD_CONSUMER_BC_OPT
Customers CRM, Consumer, Purchasing
Company - Purchasing
RD_COMPANY_CUST_OP
Customers CRM, Company, Purchasing
Defining Purchasing Options

Access the Purchasing page.
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Purchasing page: View Customer Roles view
Note. Multiple views of this page are available by clicking the links at the top of the page. Some fields appear in all views, but others only in a single view.
View Customer Roles View

The check boxes under Purchasing Options indicate valid purchasing activities for a customer or customer site. The check boxes reflect settings made on the first page of the component in the Purchasing Options group box. Sold To Customer Send purchases to and Bill purchases to Select if the customer or customer site can purchase products or services. When the Sold To option is selected, these regions appear. If the sold to customer is also flagged as a ship to and bill to customer, the sold to customer appears here. Add other customers or sites who may pay for or receive purchases made by the sold to customer. Select the primary ship to and bill to customer defined for the sold to customer. Select if invoices can be sent to the customer or site. The system displays the sold to customers or sites that define the customer or site you are working with as a party that can receive invoices for the products or services they purchased.
Primary Bill To Customer
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Ship To Customer
Select if the customer or site can receive products or services. The system displays the sold to customers or sites that define the customer or site you are working with as a party that can receive the products or services they purchased.
View Ship-To Options View

Click the View Ship-To Options link. This view displays ship to options established in PeopleSoft Financials or PeopleSoft Supply Chain Management.
View Bill-To Options View

Click the View Bill-To Options link.
Purchasing page: View Bill -To Options view
This view displays bill to options established in PeopleSoft Financials or PeopleSoft Supply Chain Management. Values for the following fields can be entered in PeopleSoft CRM. Credit Analyst Select the code for the credit analyst who works with the customer. This field is required for successful integration with PeopleSoft Financials or Supply Chain Management. Credit analyst codes are established on the Credit Analyst page under the Set Up CRM, Common Definitions, Customer menu. Default credit
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analyst code values are specified on the Interface Defaults page under the Set Up CRM, Common Definitions, Integration Rules, Integration Defaults menu. Collector Select the code for the collector who works with the customer. This field is required for successful integration with PeopleSoft Financials or Supply Chain Management. Collector codes are established on the Collector page under the Set Up CRM, Common Definitions, Customer menu. Default collector code values are specified on the Interface Defaults page under the Set Up CRM, Common Definitions, Integration Rules, Integration Defaults menu. Note. To ensure successful integration with PeopleSoft Financials and PeopleSoft Supply Chain Management, credit analyst and collector codes must be manually synchronized between PeopleSoft CRM and PeopleSoft Financials and PeopleSoft Supply Chain Management. Customer EIP application messages that include codes that are not available in the subscribing system will fail. Payment Terms Code Enter the payment terms for informational purposes. In PeopleSoft CRM, payment term codes are established under the Set Up CRM, Product Related, Order Capture, Payment Terms menu.
Important! Perform updates to the customers bill to options, including changes to the credit analyst or collector codes, in the PeopleSoft Financials or PeopleSoft Supply Chain Management system.
View Sold-To Options View

Click the View Sold-To Options link. This view displays sold to options established in PeopleSoft Financials or PeopleSoft Supply Chain Management.
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Working With the Relationship Viewer

This chapter provides an overview of the relationship viewer and discusses how to: Configure the relationship viewer. Define relationship viewer configuration options. View and maintain relationships and roles by using the relationship viewer.
Understanding the Relationship Viewer

You use the relationship viewer to view, maintain, and add relationships for a specified business object, such as a company, site, consumer, contact, or an ad hoc business object. You can configure relationship views that determine the relationships that appear in the relationship viewer. The relationship viewer is available as a stand-alone component and you can access it from the following components: Company, Consumer, Site, Contact, Ad Hoc Business Object, and the 360-Degree View. This section discusses: Types of relationships. Implicit and explicit relationships. Role maintenance. PeopleSoft CRM predefined relationship views.
Types of Relationships
The relationship viewer can show four kinds of relationships: direct, indirect, peer-to-peer, and hierarchical. A direct relationship is established between two business objects of any type. For example, a direct relationship between a person and a company is established when you define the person as an employee of the company. An indirect relationship is implied between two business objects that have the same type of relationship with a third business object. For example, two workers at a company may not be related directly, but they have an indirect relationship because they each have an employment relationship with the same company. A peer-to-peer relationship can be set up between business objects of the same type that share a direct relationship to a third business object of a different type. A peer-to-peer relationship formalizes an existing indirect relationship. Typically, you establish peer-to-peer relationships for the subset of indirect relationships that provide information that is relevant to your business objectives. For example, in addition to knowing the members of a household organization that your business provides a service to, it may also be important to know which, if any, of the members of the household are related through marriage. In this case, you would set up a peer-to-peer relationship to identify the members of the household who are married to each other.
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You can monitor relevant peer-to-peer relationships instead of viewing the entire set of indirect relationships. To continue the household example, if the relationship viewer is configured to show direct relationships and peer-to-peer relationships, the relationship view shows that a husband has a direct relationship to a household and a peer-to-peer relationship to his wife, who is also a member of the household organization. If the peer-to-peer relationship between husband and wife were not established, you would have to configure the relationship viewer to view all indirect relationships to see the members of the household and you would not be able to identify which, if any, of the household members were related through marriage. Hierarchical relationships show parent-child relationships between business objects. You can graphically represent relationship hierarchies with a tree format in the relationship viewer. The tree format view is not limited to true hierarchical relationships. Peer-to-peer relationships can also be presented hierarchically. Parent-child relationships are defined by the relationship type and the designation of business object one and two in the relationship, where business object one is interpreted as the parent and business object two, the child. For peer-to-peer relationships, you can specify which of the two roles is shown as the parent when it appears in the tree format.
Implicit and Explicit Relationships

From all of the components that include the relationship viewer, you can view relationships that are created both implicitly and explicitly. Implicit relationships are automatically recorded to capture a relationship that is implied by a specified transaction. For example, when a company is associated with a contact by using the Company component, the system automatically records a relationship between the company and the contact: Contact <> Company, relationship type ID 10. PeopleSoft provides system data, including role types and relationship types, for all implicit relationships. You can manually create or update implicit relationships by using the relationship viewer. You can manually create explicit relationships by using the relationship viewer or the Relationships pages that are available in the Company, Consumer, Representative, Site, and ad hoc business object components. To create these relationships, you must set up the appropriate control values and configure a relationship view to recognize this type of relationship.
Role Maintenance
PeopleSoft CRM gives you the ability to maintain roles by using the Maintain Roles page. With this page you can: View existing roles for a business object with the start and end date for the role. Add additional roles to the business object Reactivate a role that previously existed for the business object. Inactivate a role that exists for the business object. When the Maintain Roles page initially appears you are able to view all the roles that pertain to a specified business object with the start and end date for each role in the Current Roles group box. To add an additional role, you select the new role that you want to add by using the fields in the Add or Reactivate Role Information group box and you enter the start and end date. To reactivate a previously existing role, you simply select the role again and enter the new start and end date for the role by using the fields in the Add or Reactivate Role Information group box. After you reactivate a role, youll see more than one row for that particular role in the Current Roles group box.
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To inactivate a role you click the Inactivate button next to the role you want to inactivate. The system takes you to the Maintain Roles - Inactivate Role page where you enter the day you want to inactivate the role.
PeopleSoft CRM Predefined Relationship Views

PeopleSoft CRM provides the following predefined relationship views:
Relationship View CONSUMER CONTACTS Configuration Level 1: (Role) Individual Consumer. Level 2: (Role) Contact. Relationships: 1. Primary Contact <> Consumer. 2. Contact <> Consumer. CONTACT VIEW Level 1: (Role) Company. Level 2: (Role) Contact. Relationships: 1. Primary Contact <> Company. 2. Contact <> Company. SITE CONTACTS Level 1: (Role) Site. Level 2: (Role) Contact. Relationships: 1. Primary Contact <> Site. 2. Contact <> Site. SITE VIEW Level 1: (Role) Company. Level 2: (Role) Site. Relationships: Company <> Site.
Configuring the Relationship Viewer

In this section we discuss how to define relationship views.
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Page Used to Configure the Relationship Viewer

Page Name Configure Relationship Views Object Name
BO_REL_VWCFG
Navigation Set Up CRM, Common Definitions, Customer, Configure Relationship Views
Usage Create relationship views that will be used in the Relationship Viewer page. The relationship view defines the tree that appears in a pane of the Relationship Viewer page.
Defining Relationship Views

Access the Configure Relationship Views page.
Configure Relationship Views page
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Maximum Rows
Enter the maximum number of relationships that you can display for the tree on the Relationship Viewer page for the primary focus business object.
Levels/Roles
Use the fields in the Levels/Roles group box to establish the structure of the relationship tree. Level Enter the level at which this role/relationship appears in the tree. If you enter 1, the system removes the Relationships group box from the page, and it hides the Parent field. Parent Role Folder Label Select the parent node for which this role/relationship appears in the tree. Select the role for the node that appears in the tree. Select the label for the role that is on the tree. Options are: Role Type Appears as the folder label on the tree. Custom NameSelect to define a custom name to appear as the folder label on the tree. Enter the name in the custom name field. None No label will appear for the folder label that is on the tree. Use none if you want to suppress the addition of new relationships of this type. Maximum Rows Enter the maximum number of relationships that can appear for this node of the tree on the Relationship Viewer page for the primary focus business object.
Relationships
Relationship Type Select the relationship type for this role.
Defining Relationship Viewer Configuration Options

In this section, we discuss how to: Define Relationship Viewer page defaults. Define role priorities for the relationship viewer.
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Pages Used to Define Relationship Viewer Configuration Options

Page Name Role Type - Default Views Object Name
BO_REL_ROLEDFLT
Navigation Set Up CRM, Common Definitions, Customer, Role Type, Default Views Set Up CRM, Common Definitions, Customer, Role Priority, Role Priorities
Usage Define page defaults for the Relationship Viewer page. Prioritize roles to determine the default relationship views that appear in the relationship viewer.
Role Priority - Role Priorities
BO_REL_ROLEPRIORITY
Defining Relationship Viewer Page Defaults

Access the Role Type - Default Views page.
Role Type - Default Views page
The default view that appears for each pane in the Relationship Viewer page will be based on the role of the business object that you select for display. Each role can require a different set of views. The Relationship Viewer has two panes that can display information that is related to the business object. On this page you can specify the default views that appear in both sections of the Relationship Viewer page and the views you want to appear as selection criteria for the Select View fields on the Relationship Viewer page. Relationship View Name Default Pane 1 Default Pane 2 Pane 1 Pane 2 Select the relationship view that you want to associate with the role. Select the view you want to initially appear in Pane 1 of the Relationship Viewer page by selecting the check box that is next to that view. Select the view you want to initially appear in Pane 2 of the Relationship Viewer page by selecting the check box that is next to that view. Select the views you want as selection criteria for Pane 1 by selecting the check boxes that are next to those views. Select the views that you want as selection criteria for Pane 2 by selecting the check boxes that are next to those views.
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All Panes
If you want the views to appear as selection criteria in both Pane 1 and Pane 2, select this check box next to those views.
Defining Role Priorities for the Relationship Viewer

Access the Role Priority - Role Priorities page. In PeopleSoft CRM, each business object is likely to have more than one role. Roles determine which default views appear in the relationship viewer. You use this page to prioritize the roles so that the system knows which default view to display on the relationship viewer page. Priority Enter a number next to each role that you want to prioritize. The system uses this field to determine priority. Priority works from lowest number to highest number. For example, Jim Smith has both the roles of Contact and Individual Consumer and he is currently in focus on the relationship viewer. The contact role has a priority of 1 and the individual consumer role has a priority of 2. In this case, the default relationship views that appear for Jim Smith in the relationship viewer will be those views that are defined for the role of Contact.
Viewing and Maintaining Relationships and Roles Using the Relationship Viewer
This section discusses how to view and maintain relationships.
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Pages Used to View and Maintain Relationships and Roles Using the Relationship Viewer
Page Name Relationship Viewer Object Name
BO_REL_VIEW
Navigation Customers CRM, Relationship Viewer Customers CRM, Company, Relationships Customers CRM, Consumer, Relationships Customers CRM, Contact, Relationships Customers CRM, Site, Relationships Customers CRM, Business Object, Relationships Select the 360-Degree View from the main menu.
Usage View and maintain current relationships for a specified business object. View and maintain current relationships for a specified business object. View and maintain current relationships for a specified business object. View and maintain current relationships for a specified business object. View and maintain current relationships for a specified business object. View and maintain current relationships for a specified business object. View and maintain current relationships for a specified business object.
Company - Relationships
RD_COMPANY_REL
Consumer - Relationships
RD_PERSON_REL
Contact - Relationships
RD_PERSON_REL
Site - Relationships
RD_SITE_REL_2
Business Object Relationships 360-Degree View Relationship Viewer
BO_REL
RB_TD_REL_VIEWER
Maintain Roles
MAINTAIN_ROLE_SEC
Click the Relationship Viewer tab. Click the Maintain Roles link Maintain roles for a on the Relationship Viewer specified business object. or Relationships page. Click the Inactivate button Inactivate a role. next to a role on the Maintain Roles page. Click the Add New link on the view detail of the Relationship Viewer page Click the Pen Edit button on the view detail of the Relationship Viewer page. Click the 360-Degree button on the view detail of the Relationship Viewer page. Add a new relationship.
Maintain Roles - Inactivate Role Add New Relationship
MAINTAIN ROLE SEC
BO_REL_VIEW_3
Update Relationship
BO_REL_VIEW_2
Update the relationship. You can modify the start date or end date for the relationship. View all information that is related to the specified business object. See Chapter 35, Using the 360-Degree View, page 483.
360-Degree View
RB_TD_AGENT_VIEW
Viewing and Maintaining Relationships

Access the Relationship Viewer page or any of the business object Relationships pages.
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Note. The Relationship Viewer page and the business object Relationships pages are the same.
Relationship Viewer page
When this page initially appears, the two distinct panes (View Detail regions) will show the relationships that are associated with the business object that is selected in a tree format. The default relationship viewstreesare based on the business objects roles and role priorities. Role Select View Select the role for which you want to view relationships. Select another relationship view that you want to display in that pane of the page. The views that appear as selection criteria for this field are defined on the Role Type - Default Views page. See Chapter 22, Working With the Relationship Viewer, Defining Relationship Viewer Page Defaults, page 286. Maintain Roles Click this link to access the Maintain Roles page and maintain roles for the specified business object.
Relationship View Tree

You can click any link in the tree to view detailed information for that business object. Depending on the link, a PeopleSoft CRM Business Object Relationship Model page appears in a new browser.
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For example, if you click a contact link, the Contact - Contact page appears. If you click a site link, the Site - Site page appears. The icons that appear to the left of the business object detail can vary by business object. You specify the icon when enabling a new role type by using the Role Type component in Set Up CRM, Common Definitions, Customer. However, it is not required that a role type have an enabled icon. If there is no enabled icon specified for the business object, the relationship viewer will display a leaf icon for that business object. See Chapter 13, Defining Control Values for Business Objects, Modifying and Adding Role Types, page 155. Add New Click to access the Add New Relationship page and add a new relationship. On the Add New Relationship page you can add a new relationship. The Add New Relationship link appears at the beginning of every node if a folder label is selected on the relationship view. Click the Pen Edit button to access the Update Relationship page and update the relationship. On the Update Relationship page you can modify the start and end date for the relationship. Click on the 360-Degree button next to a business objectconsumer, company, contact, and siteto display in a new browser the 360-Degree View with the information that is associated with this business object. Note. The 360-Degree button will only appear on the tree detail for role types that are supported by the 360-Degree View. See role type category 43 (360 Transfer Roles) for the list of valid role types.
Defining a New Relationship

Access the Add New Relationship page.
Add New Contact Relationship page
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Select the start date, end date, and relationship for the new relationship you are creating. Click the Create Relationship button to create the new relationship. If you need to create a new business object, you can do that through the use of the quick create functionality, which is accessible from the Business Object Search page. Click the Find Name button on this page to access the Business Object Search page. See Chapter 25, Using Quick Create, page 323.
Updating a Relationship
Access the Update Relationship page.
Update Relationship Page
Update the relationship by modifying the start date or end date. Click the Update Relationship button to update the relationship.
Viewing and Maintaining Roles

Access the Maintain Roles page.
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Maintain Roles page
When this page initially appears, all the roles that pertain to that specified business object with their start and end dates are listed in the Current Roles group box. An Inactivate button appears next to the roles that are current.
Inactivate Role Information

Inactivate Click this button to inactivate the role. When you click this button the Maintain Roles - Inactivate Role page appears. Enter the end date for this role and then click the OK button.
Add or Reactivate Role Information

Role Start Date andEnd Date Add or Reactivate Select the role that you want to add or reactivate for this business object. All roles for the business object type appear for this field. Enter the start and end date that this role will be in effect. Click this button after you select the role and the start and end date to add or reactivate the role for the specified business object.
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Working With Business Object Searches

This chapter provides an overview of business object searches and discusses how to: Search for business objects. Add or modify business object search definitions.
Understanding Business Object Searches

The Business Object Search page enables you to search for a particular business object from a field prompt on a page that is for that business object. You can initiate searches from the Business Object Search component under the Customers CRM (Customers Customer Relationship Management) menu or from certain field-level prompts on PeopleSoft CRM pages. The search criteria that is available for a business object search and the values that are included in the search results are determined by the business object search definition. You can modify search definitions by using the Search Definition page. Using the business object search page, you can search for information with two different methodsbasic and advancedthat you define. The basic method search searches across all search domains that are included in the search definition for the specific prompt by looking for information that matches the search criteria that you enter on the Business Object Search page. The advanced method search searches across the specific search domain that the user selects by using the search criteria that you enter on the Business Object Search page. When defining an advanced search, you can specify the exact fields and search domains that you want to search through. You can get as specific as you want. The business object search is utilized by the quick create functionality that PeopleSoft CRM provides. You can define additional business object search domains that quick create uses. This section discusses: Delivered search definitions. Predefined search/list fields.
See Also
Chapter 25, Using Quick Create, page 323
Delivered Search Definitions

This section describes the search definitions that PeopleSoft delivers.
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Bill To Business Contact (BC_BILLTO)

This search definition is used to search for Bill To Proxies in the Company, Site, and Consumer components under the Purchasing tab. The search definition is generally called when the Customer Name field is blank and you click the Business Object Search button next to the Customer Name field.
Ship To Business Contact (BC_SHIPTO)

This search definition is used to search for Ship To Proxies in the Company, Site, and Consumer components under the Purchasing tab. The search definition is generally called when the Customer Name field is blank and you click the Business Object Search button next to the Customer Name field.
Business Object Search (BO_SEARCH)

You can include company, consumer, contact, site, and worker business objects in the searches that call the Business Object Search search definition. You implement this search definition in the Business Object Search component. The Business Object Search search definition is called from the Business Object Search page when the user clicks the Look Up button on the basic or advanced lookup view.
Contact Consumer and Worker (CONT_CONS_WRKR)

This search definition is used by ERMS to: Search for a person who was either the sender or recipient of an email communication. Search for a sender of an email message that was sent to an internal mailbox.
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Component Inbound Email Search
Page
Usage Search across all mailbox types. Sender field - Search Definition CONT_CONS_WORKER Supported Roles - Contact, Consumer, and Worker - Filtered Search Definition CONTACT_F1 Supported Filtered Roles Contact Representing field - Search Definition CUSTOMER Supported Roles - Company and Consumer - Filtered Search Definition CUSTOMER_F1 Supported Filtered Roles Company and Consumer
Inbound Email
Search for Outbound Email (accessed by clicking the Change Thread Association link on the Thread page within the component)
Outbound email can only be searched by recipient. Recipient field Search Definition CONT_CONS_WORKER Supported Roles - Contact - Consumer - Worker
Search Outbound Email
Search
Same as Inbound Email/Search for Outbound Email example above. Same as Inbound Email/Search for Outbound Email example above.
Search Correspondence Request
Search
Contact and Worker (CNTCT_AND_WORKR)

You can include both contact and worker business objects in the searches that call the Contact and Worker search definition. You implement this search definition in the Installed Product component. The Contact and Worker search definition is called from the Installed Product page when the Customer field is blank and the user clicks the Business Object Search button that is next to the Name field.
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Contact (CONTACT)
All contact business objects are included in the searches that call the Contact search definition. You implement this search definition in the following components and pagelets. The search definition is generally called when the Customer field is blank and you click the Business Object Search button that is next to the Contact field. On the 360 Degree View component, the definition is called when the Description field is blank and you click the Business Object Search button that is next to the Contact field.
Component or Pagelet Agreements. RMA Form Case Search. Agreement. RMA Header. Add a New Case. Find an Existing Case. Support Case. Case. Notes and Attachment. Relate and Existing Case. 360 Degree View Search. Personalize Interaction Management. Find an Existing Value. N/A (pagelet). Pages
Contact/Filter by Customer (CONTACT_F1)

Only the contact business objects that are associated with the specified customer are included in searches that call the Contact/Filter by Customer search definition. You implement this search definition in these components:
Component Installed Product. Pages Installed Product. User Action The Customer field is populated, and you click the Business Object Search button that is next to the Name field. The Customer field is populated, and you click the Business Object Search button that is next to the Contact field. The agreement has a scope of Contact, and you click the Business Object Search button that is next to the Name field.
Agreements.
Agreement.
Agreements.
Scope Details.
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Component RMA Form. RMA Header.
Pages
User Action The Customer field is populated and you click the Business Object Search button that is next to the Contact field. The Customer field is populated, and you click the Business Object Search button that is next to the Contact field. The Customer field is populated, and you click the Business Object Search button that is next to the Contact field. The Customer field is populated, and you click the Business Object Search button that is next to the Contact field. Click the Business Object Search button that is next to the Sender field for an external mailbox type. Click the Business Object Search button that is next to the Sender field for an external mailbox type. Click the Business Object Search button that is next to the Sender field for all mailbox types.
Case Search.
Add a New Case. Find an Existing Case.
Support Case.
Case. Notes and Attachments. Relate an Existing Search.
360-Degree View Search.
Find an existing value.
Inbound Email.
Inbound Email.
Inbound Email
Inbound Email.
Inbound Email Search.
Search.
Customer (CUSTOMER)
All company and consumer business objects can be included in the searches that call the Customer search definition. This search definition is implemented in the following components. It is invoked when you click the Business Object Search button that is next to the Customer field (for the Contacts component, you must be in the process of adding a new customer) or when you click the Business Object Search button that is next to the Representing field in ERMS.
Component Contacts. Sales Lead Details. Customers. Sales Lead Details. Pages
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Component Worker. Provider Groups. Sales Opportunity Details. Dispatch Performance Report. Site. Mean Time To Repair Report. Lead Import Results. Expense Report By Customer. 360-Degree View Search. Inbound Email. Inbound Email Search. Criteria. Assign Group Criteria. Opportunity Details. Dispatch Performance. Site - Site. Mean Time To Repair.
Pages
Sales Lead Import Results. Expense Report By Customer. Find an existing value. Inbound Email. Search.
Customer/Filter by Contact (CUSTOMER_F1)

Only company or individual consumer business objects that are associated with the contact that is specified in the Name field are included in the searches that call the Customer/Filter by Contact search definition. You implement this search definition in the following components. The search definition is invoked when the Contact or Name field is populated and you click the Business Object Search button that is next to the Customer field or when you click the Business Object Search button that is next to the Representing field in ERMS.
Component Installed Product. Service Orders. Agreements. Installed Product. Service Order. Agreement. Pages
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Component RMA Form. RMA Header
Pages
Note. In this implementation of the search definition, additional filters have been added so that only ship to customers are returned. Case Search. Add a New Case. Find an Existing Case. Support Case. Case. Notes and Attachments. Relate an Existing Case. 360-Degree View Search. Inbound Email. Inbound Email Search. Find an existing value. Inbound Email. Search.
Customer and Contact (CUST_AND_CNTCT)

You can include all company, consumer, and contact business objects in the searches that call the Customer and Contact search definition. You implement this search definition in the same components as the Customer/Filter by Contact search definition. The search definition is invoked when the Customer and Contact or Name fields are blank and you click the Business Object Search button next to the Customer field.
Contact (FS_CONTACT)
All contact business objects are included in the searches that call the Contact search definition. You implement this search definition in the Service Orders component. The search definition is generally called when the Customer field is blank and you click the Business Object Search button next to the Contact field.
Contact/Filter by Customer (FS_CONTACT_F1)

Only the contact business objects that are associated with the specified customer are included in searches that call the Contact/Filter by Customer search definition. You implement this search definition in the Service Orders and My Service Order components.
Customer and Contact (FS_CUSTANDCNTCT)

You can include all company, consumer, and contact business objects in the searches that call the Customer and Contact search definition. You implement this search definition in the Service Orders component. This search definition is invoked when the Customer and Contact or Name fields are blank and you click the Business Object Search button that is next to the Customer field.
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Company for Quick Create (QCCOMPANY) and Company for Quick Create (RO) (QCROCOMPANY)
You can include all company business objects in the searches that call the Company for Quick Create search definition. This search definition is invoked when the Customer field is blank and you click the Business Object Search button that is next to the customer field on the Quick Create page.
Consumer for Quick Create (QCCONSUMER) and Consumer for Quick Create (RO) (QCROCONSUMER)
You can include all consumer business objects in the searches that call the Consumer for Quick Create search definition. This search definition is invoked when the Consumer field is blank and you click the Business Object Search button that is next to the consumer field on the Quick Create page.
Person for Quick Create (QCPERSON)

You can include all consumer business objects in the searches that call the Person for Quick Create search definition. This search definition is invoked when the Name field is blank and you click the Business Object Search button that is next to the name field on the Quick Create page.
Customer and Site w/Filter (RI_CUST_SITE_F1)

Only company, consumer, or site business objects that are associated with the specified Contact field are included in the searches that call the Customer and Site w/Filter search definition. This search definition is implemented in the following component and pagelet:
Component 360 Degree View. Personalize Interaction Management pagelet. Pages Find an Existing Value. N/A. User Action The Name field is populated. The Contact field is blank and you click the Business Object Search button next to the Customer field.
Interaction Viewer Definition (RI_VIEWER_DEFN)

You can include company, consumer, contact, and site business objects in searches that call the Interaction Viewer Definition search definition. You implement this search definition in the following component and pagelet:
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Component 360 Degree View.
Pages Find an Existing Value.
User Action The Customer field and Contact field are blank and you can click the Business Object Search button next to either field. The Contact field is blank and you click the Business Object Search button next to the Customer field.
Personalize Interaction Management pagelet.
N/A.
Sold To Representative (RO_CONTACT)

Use this search definition to search for and filter sold to customers and sold to contacts. This search definition is similar to the Contact search definition, but it has an additional filter of sold to role. The search definition is generally called when the Customer field is blank and you click the Business Object Search button that is next to the Contact field. You implement this search definition in the following components:
Component Search Orders and Quotes. Create Order. Create Quote. Search Services. Start Service. Stop Service. Search. Entry Form. Entry Form. Search. Entry Form. Entry Form. Pages
Sold to Rep/Filter by Customer (RO_CONTACT_F1)

Only the contact business objects that are associated with the specified customer are included in searches that call the Sold to Rep/Filter by Customer search definition. This search definition is similar to the CONTACT_F1 search definition but it has an additional filter of sold to role. This search definition is invoked when the Customer field is populated and you click the Business Object Search button next to the Contact field. You implement this search definition in the following components:
Component Search Orders and Quotes. Search Pages
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Component Create Order. Create Quote. Search Services. Start Service. Stop Service Entry Form Entry Form Search Entry Form Entry Form
Pages
Sold To Customer & Rep (RO_CUSTANDCNTCT)

You can include all company, consumer, and contact business objects in the searches that call the Sold To Customer & Rep search definition. This search definition is similar to the CUST_AND_CNTCT search definition, but it has an additional filter of sold to role. The search definition is invoked when the Customer and Contact or Name fields are blank and you click the Business Object Search button next to the Customer field. This search definition is implemented in the following components:
Component Search Orders and Quotes. Create Order. Create Quote. Search Services. Start Service. Stop Service. Search Entry Form Entry Form Search Entry Form Entry Form Pages
Employee (RQ_EMPLOYEE)
This search definition enables the selection of an employee to be set as Defect Reported By, Defect Verified By, Responsible Party, Contact for Affected Products, and Contact for Tested Environment for Defects in the PeopleSoft CRM Quality product. This search definition is implemented in the following components:
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Component Defects and Enhancements Defect Products Affected Tested Environments Version Fixes Version Fix
Pages
Interested Party (RQ_INTR_PRTY)

This search definition enables the selection of company, employee, contact, or consumer to be set as an interested party on a defect in the PeopleSoft CRM Quality product. This search definition is implemented in the Defects and Enhancements component.
Worker (WORKER)
This search definition is used by ERMS to search for a sender of an email message which was sent to an internal mailbox. This search definition is implemented in the following component:
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Component Inbound Email
Page Inbound Email.
Usage Mailbox Type: Internal Sender Field - Search Definition - WORKER Supported Roles - Worker - Filtered Search Definition - N/A Representing Field Not used for internal mailboxes Mailbox Type: External Sender field - Search Definition CONT_CONS Supported Roles - Contact and Consumer - Filtered Search Definition CONTACT_F1 Supported Filtered Roles Contact Representing field - Search Definition CUSTOMER Supported Roles - Company and Consumer - Filtered Search Definition CUSTOMER_F1 Supported Filtered Roles Company and Consumer
Inbound Email
Transaction Lookup page.
Associate related transactions to the email. The Sender/Representing fields are not displayed on this page. The applications Customer/Contact fields are presented here. While the search definitions from the mailbox dictate which fields to copy over, the transaction representation of customer/contact (labels) are used. The only variation is that with the HelpDesk lookups, the WORKER filter is applied to the Name field.
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See Also
Chapter 23, Working With Business Object Searches, Adding or Modifying Business Object Search Definitions, page 312
Predefined Search/List Fields

The following predefined search/list fields have been set up for the business object search.
Search/List Field Name Primary Business Object Name (1). Description The business object name that has been flagged as primary. The business objects name. The setID on the business contact record that is associated with the business object. The customer ID values on the business contact record associated with the business object. Customer IDs are assigned to company, consumer, and site business objects during the add transaction for these records. The alternate character business object name. The alternate character business object name that has been flagged as primary. The site ID value on a site business object record. A last name on the name record that is associated with a consumer, contact, or worker business object. Multiple values may exist for this field. A first name on the name record thaqt is associated with a consumer, contact, or worker business object. Multiple values may exist for this field. The primary email address on the email contact method record that is associated with a worker business object. An email address on the email contact method record that is associated with a worker business object. Multiple values may exist for this field.
Business Object Name (2). Business Contact SetID (3).
Customer ID (4).
Business Object Name - AC (5). Primary Business Object Name - AC (6.)
Site ID (7). Last Name (14).
First Name (15).
Primary Worker Email (16).
Worker Email (17).
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Search/List Field Name Primary Consumer Email (18).
Description The primary email address on the email contact method record that is associated with a consumer business object. An email address on the email contact method record that is associated with a consumer business object. Multiple values may exist for this field. The primary email address on the email contact method record that is associated with a contact business object. An email address on the email contact method record that is associated with a contact business object. Multiple values may exist for this field. The primary telephone number on the telephone contact method record that is associated with a worker business object. A telephone number on the telephone contact method record that is associated with a worker business object. Multiple values may exist for this field. The primary telephone number on the telephone contact method record that is associated with a consumer business object. A telephone number on the telephone contact method record that is associated with a consumer business object. Multiple values may exist for this field. The primary telephone number on the telephone contact method record that is associated with a contact business object. A telephone number on the telephone contact method record that is associated with a contact business object. Multiple values may exist for this field. The primary telephone number on the telephone contact method record that is associated with a contact business object. A telephone number on the telephone contact method record that is associated with a company business object. Multiple values may exist for this field.
Consumer Email (19)
Primary Contact Email (20).
Contact Email (21).
Primary Worker Phone (22).
Worker Phone (23).
Primary Consumer Phone (24).
Consumer Phone (25).
Primary Contact Phone (26).
Contact Phone (27).
Primary Company Phone (28).
Company Phone (29).
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Search/List Field Name Site Parent Customer (30). Site Address Line 1 (35). Site Address Line 2 (36). Site City (37). Site State (38). Site Postal Code (39).
Description The company or consumer that is associated with the site. The first line of the address that is for the site address. The second line of the address that is for the site address. The city that is for the site address. The state that is for the site address The postal code that is for the site address.
Important! PeopleSoft does not support changes that are made to the system data that is delivered with PeopleSoft CRM.
Searching for Business Objects

This section discusses how to: Search for objects. Perform business object searches from system prompts.
Page Used to Search for Business Objects

Page Name Business Object Search Object Name
BO_SEARCH
Navigation Customers CRM, Business Object Search
Usage Search for any business object in the PeopleSoft CRM database.
Searching for Objects

Access the Business Object Search page.
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Business Object Search page: Basic Lookup page
This component is controlled by the Business Object Search (BO_SEARCH) search definition, which can be modified by using the Search Definition page. Two views of this page are available: basic lookup and advanced lookup.
Basic Lookup Search View

Enter an alphanumeric value in the Search For field and click the Look Up button. The system searches for business objects in each of the following role categories: company, consumer, contact, site, and worker. The following table summarizes the fields that the system searches for business objects in each category:
Role Category Company Consumer Fields Searched for Criteria Matches Name, SetID, Customer ID, Phone. Name, Customer ID, SetID, Email, Phone.
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Role Category Contact Site Worker
Fields Searched for Criteria Matches Name, Email, Phone. Name, Site ID. Name, Email, Phone.
Note. When performing a basic search for a persons name, the system checks the Name field, which uses the lastname, firstname format. Use the advanced search option to perform a search that uses the First Name or Last Name fields.
Advanced Lookup View

Access the Business Object Search page. Click the Advanced Lookup link.
Business Object Search page: Advanced Lookup page
Specify a business object search through category, enter the appropriate criteria, and click the Look Up button. Your search through selection determines the available search criteria fields in Search For:
Search Through Category Company Search Fields Name, SetID, Customer ID, Phone.
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Search Through Category Consumer
Search Fields Name, Last Name, First Name, SetID, Customer ID, Email, Phone. Last Name, First Name, Email, Phone. Name, SetID, Address Line 1, Address Line 2, City, State, Postal Code. Name, Last Name, First Name, Email, Phone. Name, Last Name, SetID, First Name, Customer ID, Site ID, Email, Phone, Address Line 1, Address Line 2, City, State, Postal Code.
Contact Site
Worker All
For each field, you can specify operands that determine what values are returned:
Operand < Expected Return Returns all alphanumeric or numeric values, such as customer or site IDs, that are less than the value that you specify. Returns all alphanumeric or numeric values, such as customer or site IDs, that are less than or equal to the value that you specify. Returns all alphanumeric or numeric values, such as customer or site IDs, that exactly match the value that you specify. Returns all alphanumeric or numeric values, such as customer or site IDs, that are greater than the value you specify. Returns all alphanumeric or numeric values, such as customer or site IDs, that are greater than or equal to the value that you specify. Returns all values that start with the sequence of letters or numbers that you enter.
<=
>
>=
begins with
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Operand contains
Expected Return Returns all values that include the sequence of letters or numbers that you enter. Excludes all values that exactly match the sequence of letters or numbers that you enter from your return results.
not =
Specify whether return values should exactly match the search values that you enter by selecting the Case Sensitive option. The Case Sensitive check box appears on the page if you have selected the Case Insensitive Searching check box on the PeopleTool Options page under PeopleTools, Utilities, Administration.
Keyboard Shortcuts
To speed data entry, the system offers several key combinations for navigating business object search lookup pages:
Key Combination Alt+L Function Use instead of the Look Up button on basic lookup and advanced lookup pages. Use instead of the Look Up button on basic lookup and advanced lookup pages. Cancel a search and return to the page where the search was initiated. Navigate to the Advanced Lookup view from the Basic Lookup view. Navigate to the Basic Lookup view from the Advanced Lookup view. Clear the search criteria that is entered on an Advanced Lookup view.
Enter
Alt+C
Alt+A, Enter
Alt+B, Enter
Alt+R
Performing Business Object Searches From System Prompts

In PeopleSoft CRM, the business object search button appears next to fields with search-enabled prompts. To perform a search from one of these fields, click the search button, enter the appropriate criteria for a basic or advanced lookup, and click the Look Up button.
Business Object Search button
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Fields with search-enabled prompts are those for which multiple business object role types are valid. For example, company and consumer business objects are both valid options for most customer fields, so most customer fields have search-enabled prompts. Every search-enabled prompt calls a specific business object search definition to ensure that only valid business objects for the associated field are returned. The search definition that is called by the prompt determines the behavior of the search, including whether basic or advanced lookups are available, the search criteria that you can specify on an advanced lookup search, and the business object data that is listed for the business objects that meet your search criteria. Note. The interface for basic lookup and advanced lookup searches that are accessed from search-enabled prompts is very similar to the interface for the Business Object Search component.
Adding or Modifying Business Object Search Definitions

You can modify any of the search definitions that are delivered with PeopleSoft CRM or create new search definitions. Important! PeopleSoft does not support changes that you make to the search definitions that are delivered with PeopleSoft CRM. Implementation of any new search definitions that you create requires a coding effort, which is also not supported by PeopleSoft. This section discusses how to: 1. Define search fields. 2. Define search criteria fields. 3. Define search fields for a role. 4. Define search domains. 5. Create and edit search definitions.
See Also
Chapter 23, Working With Business Object Searches, Understanding Business Object Searches, page 293
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Pages Used to Add or Modify Search Definitions

Page Name Search Field - Search Field Setup Object Name
BO_SEARCH_FIELD
Navigation Set Up CRM, Utilities, Business Object Search, Search Field, Search Field Setup Set Up CRM, Utilities, Business Object Search, Search Criteria Field, Search Criteria Field Setup Set Up CRM, Utilities, Business Object Search, Search Roles, Search Role Setup Set Up CRM, Utilities, Business Object Search, Search Domain, Search Domain Setup Set Up CRM, Utilities, Business Object Search, Search Definition
Usage Define search fields that the Business Object Search uses.
Search Criteria Field Search Criteria Field Setup
BO_CRITERIA_FIELD
Define search criteria fields that the Business Object Search uses . Define search fields for a particular role that the Business Object Search uses . Define a search domain. Associate one or more roles with the search domain. Maintain search definitions that the Business Object Search uses.
Search Roles - Search Role Setup
BO_DIRECT_SETUP_RL
Search Domain - Search Domain Setup
BO_SEARCH_DOMAIN
Search Definition
BO_SEARCH_DEFN
Defining Search Fields

Access the Search Field - Search Field Setup page.
Search Field - Search Field Setup page
Label
Enter text that appears for the field on the user interface. The text can appear as a search criteria value that the user can select and as a column in the list of results that the search returns. This field is informational only.
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RecordandField Name Uppercase Field
Select the record and field where the value that is used to populate the search field originates. Select the uppercase field, if there is another field, corresponding to the field that is specified by the Field Name field, that holds an uppercase value of the original field. This will significantly improve performance when youre not using case sensitive. Select to include multiple values for the specified search field in the business object search for the business object. For example, multiple names may have been defined for a company. To enable all names for the company to be included in the business object search, select this option. This field is informational only. Select this check box if this field has alternate character functionality enabled. See Chapter 12, Implementing Alternate Character, page 137.
Allow Multiple Values
Alternate Character Enabled
Defining Search Criteria Fields

Access the Search Criteria Field - Search Criteria Field Setup page.
Search Criteria Field - Search Criteria Field Setup page
Label Search Field Type Instructional Text
Select the label that appears for the field on the Business Object Search page, advanced search section. Select the type of field. Values are: Date, Number, and String. Enter the instructional text that you want to appear next to a field on the business object search page in advanced search mode.
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Available Search Operators
Select the operators that you want to apply when searching for this field on the Business Object Search page. These operators appear as selection criteria when youre performing an advanced search for a particular business object. Select the default operator that will initially appear on the Business Object Search page when youre performing an advanced search.
Default Operator
Defining Search Fields for a Role

Access the Search Roles - Search Role Setup page.
Search Roles - Search Role Setup page
Use the page to select the search criteria fields that apply for this role.
Defining Search Domains

Access the Search Domain - Search Domain Setup page.
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Search Domain - Search Domain Setup page
Label Role Type ID Search/List Field ID Basic Search Advanced Search Search Sequence List List Item Number Search Criteria Field
Enter the label that will appear in the advanced mode drop-down list box for the Search Throughs field. Select the roles that you want to associate with this search domain. Select the fields that you want to associate with this search domain. Select this check box to include this search field in a basic search. Select this check box to include this search field in a advanced search. Enter a number to indicate the display position of the search field on the advanced lookup search page relative to the other advanced search fields. Select to display the search field values that a basic or an advanced search in the results list returns. Enter a number to indicate the display order of the columns of search field values that a search on the basic or advanced lookup page returns. Select the search criteria field. This field is used to group fields from multiple roles, within the domain, into a single field shown to the user in advanced search mode. Note. Both of these fields are used by quick create. If you are not using quick create then you can ignore these fields
Basic Reference and Advanced Reference
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If you are using quick create, select the basic and advanced reference fields. The system uses these fields for quick create mapping between the search domain and the quick create template. The quick create fields will only be mapped if the fields that you enter here match the quick create reference fields on the quick create template. Keep in mind that one business object search definition can reference multiple quick create templates. The fields that you enter here must match the quick create reference fields for the data to be passed and successfully rendered on the Quick Create page. See Chapter 25, Using Quick Create, Defining Templates, page 331.
Example Using a Search Criteria Field Within the Same Search Domain
Shown for Advanced Search The name field appears for selection on the advanced lookup page. The selections that the system makes available for this field are company names. BO_SEARCH(ALL) Primary Name BO_NAME The name field appears for selection on the advanced lookup page. The selections that the system makes available for this field are person names.
Search Domain BO_SEARCH(ALL)
Search Field Company Name
Criteria Field BO_NAME
Creating and Editing Search Definitions

Access the Search Definition page.
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Search Definition page
Search Definition ID
Enter a search definition identifier.
Search Options
Enable Advanced Search Basic and Advanced Select this check box to enable an advanced search on the Business Object Search page. Select a default business object search method. Select Basic to have the basic method initially appear when youre performing a business object search. Select Advanced to have the advanced method initially appear when youre performing a business object search.
Search Domains
Select the search domain IDs that you want to associate with this search definition. Then specify which search domain is the default when performing a business object search.
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Defining Corporate Hierarchy

This chapter provides an overview of corporate hierarchy and discusses how to: View corporate hierarchy Select roles for corporate hierarchy
Understanding Corporate Hierarchy

This section discusses Corporate Hierarchy. The Corporate Hierarchy component enables you to define a participation percentage for each member in a group of company business objects that share the same parent company. Using this functionality, you can graphically model the corporate conglomerates that you do business with.
Viewing Corporate Hierarchy

This section discusses how to view a company hierarchy.
Pages Used to View Corporate Hierarchy

Page Name Corporate Hierarchy Object Name
RB_HIER_GRP_BUILD
Navigation Customer CRM, Corporate Hierarchy
Usage View the hierarchy of a company.
Viewing Corporate Hierarchy

Access the Corporate Hierarchy page.
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Corporate Hierarchy page
Role Name Participation Percentage Extract Hierarchy
The role that the business unit plays. The name of the business unit. Enter the amount that each business unit contributes to the company. Click to modify the hierarchy display.
Selecting Roles for Corporate Hierarchy

This section discusses how to select roles for corporate hierarchy.
Pages Used to Select Roles for Corporate Hierarchy

Page Name Corporate Hierarchy Object Name
RB_HIER_GRP_ROLE
Navigation Customer CRM, Corporate Hierarchy, Extract Hierarchy
Usage Used to select roles and categories for the hierarchy.
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Selecting Roles for Corporate Hierarchy

Access the Corporate Hierarchy page.
Corporate Hierarchy page
Role Category ID Save as default Search Group Roles Extract Hierarchy
Select from various types of hierarchies. Select to save your role selections as the default. Select roles to display in the hierarchy. Displays the selected hierarchy within the given parameters.
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Using Quick Create

In this chapter, we provide an overview of the quick create functionality and we discuss how to: Set up quick create. Copy quick create templates. Create business objects (company, contact, and consumer) using the Quick Create component.
See Also
Chapter 26, Predefined Quick Create System Data, page 343
Understanding Quick Create

PeopleSoft CRM gives you the ability to create business objectscompany, contact, and consumerquickly and seamlessly without having to navigate to the business object components. It does this through the use of a Quick Create component. From within a PeopleSoft CRM application, the Quick Create component gives you the ability to enter all the information that is necessary for a business object and then save that information to the database. In addition, the business object information that was just created is returned back to the application so that you can continue on with the business process. The Quick Create component can be accessed in the following ways: As a standalone component from the Customers CRM menu. From the Business Object Search dialog page from within a PeopleSoft CRM application, such as create order. Directly from a PeopleSoft CRM application component, such as create case. The Quick Create page is ready for you to use when you install PeopleSoft CRM. PeopleSoft CRM provides some predefined quick create information for you to use to assist you with using the Quick Create component. Using this predefined information you are ready to use the Quick Create component, with no additional setup required. The Quick Create component has been defined and is ready for you to use in the following PeopleSoft CRM applications and searches: Sales Configurable Search Order Capture Support
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Field Service Marketing 360 Degree View Relationship Viewer In addition, you can customize this predefined information if you choose or you can create additional quick create setup information to meet your business requirements. See Chapter 26, Predefined Quick Create System Data, page 343.
Prerequisites
PeopleSoft CRM provides prerequisite data for the system data that is provided. You will only need to define these prerequisites if you are configuring additional quick create functionality in your environment. If you do choose to configure additional quick create functionality you will need to: Define contact method quick create capture values. Access the Contact Method Type page and for each contact method type, specify the quick create capture value using the Capture for Quick Create field. Options are: Many, One, and None. Note. Pager contact method is not supported for quick create. See Chapter 13, Defining Control Values for Business Objects, Adding and Modifying Contact Method Types, page 162. Enable role types for quick create. Access the Role Type page and for each role type you want to use in quick create select the Enabled for Quick Create check box. See Chapter 13, Defining Control Values for Business Objects, Modifying and Adding Role Types, page 155.
Quick Create Process Flow

A business object can be created in three simple steps using the Quick Create component:
Step 1: PeopleSoft CRM application page
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Step 2: Business Object Search page
Step 3: Quick Create page
1. Start to create a transaction on any PeopleSoft CRM application page that uses the quick create functionality. Search to see if a customer or contact exists in the system by clicking the Business Object Search button next to a customer or contact. When you click the Business Object Search button the Business Object Search page appears. Verify that the customer or contact does not exist using this page. 2. Determine the type of business objects you want to create. Select the quick create template which references the business object types you want to create in the Create New field on the Business Object Search page and then click the OK button. When you click the OK button the Quick Create page appears as defined by the quick create template. The template will be initially defaulted based on the type of BO object that was searched on. 3. Create the business objects using the Quick Create page. The system populates the Quick Create page with all the information that was previously entered on the PeopleSoft CRM application page. No information is lost. Finish entering the business object information on the Quick Create page and click the OK button. After you click the OK button the system creates the business objects and returns you back with the new business object to the PeopleSoft CRM application page you transferred from. From there you can continue on with your business process.
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PeopleSoft CRM Application Scenario Using the Quick Create Page

In this section, we provide an overview of how the Quick Create page can be used from within a PeopleSoft Order Capture implementation. The scenarios are very similar from within any PeopleSoft CRM application that is using the Quick Create page. The following scenario is initiated from the Order Capture Entry form. To use the quick create page for customer creation during order capture: 1. Access the Entry Form page. The Entry Form page can be accessed from the Order and Quotes, Create Order menu. 2. Enter the customer that is placing this order. Perform a search for the customer by clicking the Search button. When you click this button the Business Object Search page appears. Search for the customer. If you find that the customer does not exist in the system you can create the customer by selecting the Company quick create template in the Create New field on the Business Object Search page and then clicking the Go button. After you click the Go button the Quick Create Page appears as defined by the company quick create template that is associated to the Order Capture Entry Business Object Search in the Interface setup. Enter the information on the Quick Create page and then click the OK button. When you click the OK button the system creates the business objects and then returns the information back to the Entry Form page. See Chapter 25, Using Quick Create, Setting Up Quick Create, page 328. 3. Continue to enter data for the order. The customer now exists in the system.
Quick Create Process Flow Diagram

The quick create process flow is depicted in this diagram.
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Menu Item
Calling Application
Initiate BO Search No
BO Search
Initiate Quick Create
Initiate Quick Create Yes
Copy Data From Calling Application to Quick Create
Copy Data From BO Search to Quick Create
Quick Create Page
Clear Form (If Standalone) Yes
Save
Cancel (If not Standalone)
Came from BO Search?
Display Error Message
No
Are all required fields filled in?
Yes Create BO Data
Standalone QC component?
No
Return BO Data to Calling Application
Quick Create process flow
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Setting Up Quick Create

Perform the following steps to set up or customize quick create: 1. Define fields for use on the Quick Create page using the Field Setup page. Use this page to define the fields that can be used when defining the quick create template. 2. Define templates using the Template Setup - Template Setup page. Use this page to define the look of the Quick Create page and to define the information that is required to be entered on the Quick Create page when the user elects to create a business object with a particular role. You can use the Template copy component to copy an existing template. 3. (Optional) Define relationships to be created by the Quick Create page using the Template Setup - Relationships page. Use this page to define relationships between the roles in the template. The system will create the relationship for the data entered on the Quick Create page upon save time. For example, if you have the company role and the contact role selected on the quick create template, and you have defined the Contact <> Company relationship, then when both the company data and the contact data are entered on the Quick Create page, the contact will be created as a contact for the company. On the other hand, if the two roles are selected on the template but no relationship is defined, then the contact entered on the Quick Create page using this template will be created just as a contact, but not linked to the company. 4. Define template groups using the Template Group Setup page. Use this page to group together quick create templates to be used by a specific PeopleSoft CRM application component. For example, an PeopleSoft CRM application component may give the user the ability to create a company or a consumer. In this case, two templates will be set up, one for creating a company and one for creating a consumer. Then these two templates would be grouped together for use by a PeopleSoft CRM application component. If you associate one template to a template group youll see a link on the navigation page to the Quick Create page and a link on the Quick Create page itself. If you associate more then one template to a template group youll see a drop down box on the navigation page to the Quick Create page and a drop down box on the Quick Create page itself. 5. Define interface information using the Interface Setup page. Note. The same template group can be used in multiple quick create interfaces. If you want to use the Quick Create page coming from the Business Object search page then youll use this page to associate the quick create template group to the calling PeopleSoft CRM component and Business Object Search definition. If you want to use the Quick Create page coming directly from a PeopleSoft CRM application then youll use this page to associate the quick create template group to the calling PeopleSoft CRM component. In addition, to enable a new transaction, additional customizing is required in the code using PeopleSoft Application Designer.
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If you want to use the Quick Create page as a standalone component then you dont need to specify any interface information. 6. (Optional) Enable newly defined transaction to use quick create. Youll only perform these steps if have created a new transaction and you want to enable that transaction for quick create. Note. Setting up quick create requires a good working knowledge of the PeopleSoft database. The task to set up quick create is best given to a more technical individual.
Pages Used to Set Up Quick Create

Page Name Field Setup Object Name
QC_FIELD
Navigation
Usage
Template Setup - Template
QC_TEMPLATE
Set Up CRM, Common Define the fields and their Definitions, Customer, Quick corresponding roles to Create, Field Setup associate with a quick create template. These fields appear when quick create is invoked. Define a quick create Set Up CRM, Common Definitions, Customer, Quick template. The quick create template defines the Create, Template Setup, Business Object roles that Template will display on the Quick Create page when quick create is invoked from a specific component. Define the relationships Set Up CRM, Common Definitions, Customer, Quick between the roles defined on the quick create template. Create, Template Setup, Relationships Define a template group which groups multiple quick create templates together for use by a specific application component when quick create is invoked. Set Up CRM, Common Define the quick create Definitions, Customer, Quick interface information. On Create, Interface Setup this page you associate the template group to the calling PeopleSoft CRM component and Business Object Search definition if required. The template group can be associated with multiple componentsinterfaces. Set Up CRM, Common Definitions, Customer, Quick Create, Template Group Setup
Template Setup Relationships
QC_TEMPLATE_REL
Template Group Setup
QC_TMPLGRP
Interface Setup
QC_INTRFACE
Defining Fields
Access the Field Setup page.
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Field Setup page
Types of Quick Create Fields

PeopleSoft CRM provides two different types of fields for your use when using the quick create feature. The two types are: Common quick create fields. Fields used across multiple business entities and are used by PeopleSoft CRM applications in using quick create functionality. Common quick create fields are provided by PeopleSoft CRM. You can view these quick create fields using the Field Setup page but you are not able to create any new ones. The Field Setup page displays a Common Fields group box for these type of fields. The Common Fields group box does not appear for role specific quick create fields. In the Common Fields group box a sequence number has been specified to determine where this particular field will appear pertaining to five groupingsindividual, organization, address, phone, and email. The sequence number determines where that field is displayed pertaining to the groupings on the Quick Create page. Role specific quick create fields. Fields used by supported roles and are used by PeopleSoft CRM applications in using quick create functionality. PeopleSoft CRM provides several role specific quick create fields. All of these fields were created for the different PeopleSoft CRM applications so that they can use the quick create functionality. You can enter additional role specific quick create fields. The Field Setup page for role specific quick create fields displays a Supported Roles group box instead of a Common Fields group box. When creating role specific quick create fields you must specify the supported roles for the new fields you create.
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Information Shared Across Quick Create Fields

Quick Create Field ID Field Name A system generated field that is created once you save the information on the page. Select the field from the available fields in PeopleSoft CRM. If you select a one character string field a Yes/No check box will appear. Select this option if you want to view a check box on the Quick Create page at run time for this field and enter a name for the check box in the Description Field. If you select an alphanumeric or numeric field, select the Lookup Record and Lookup Fieldyou want to use to create the drop down selection criteria for this field. If you select a field that has translate values defined in the PeopleSoft Application Designer, then a Translate check box will appear. Default Reference This field is used to default the reference on the template setup.
Supported Roles
The Supported Roles group box appears on the page when you are defining a new field or when modifying a predefined role specific quick create field. Role Type ID Select the roles to associate with the field. The roles that appear are all the roles that have been enabled for quick create on the Roles Type page. The selected roles will allow you to attach a field on the template setup. Select either the Application Class property for the selected role or the record name that is supported by this role. You can enter information in both fields but in that case the system will only use the Application Class property field. These fields will be used by the system at runtime to assign the entered value to the Business Object. Note. Record (Table) Name will work in conjunction with the Field Name for this field definition.
Property Name or Record (Table) Name
Common Fields
The Common Fields group box appears on this page when you are viewing predefined common quick create fields provided by PeopleSoft CRM. Note. You can not create common quick create fields on this page.
Defining Templates
Access the Template Setup - Template page.
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Template Setup - Template page (1 of 3)
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Show SetID
Select this option if you want the Set ID to appear on the Quick Create page. If Set ID is a required field, the system will default the Set ID from the PeopleSoft CRM application or the user preferences page. If the Set ID is still missing, then it will be an enterable field even if this check box is not selected. Leave this field blank if you do not want to have the address fields show on the Quick Create page. To show an address on the Quick Create page, select a contact method purpose type for an address contact method. Contact method types are defined on the Contact Method Purpose Types page. See Chapter 13, Defining Control Values for Business Objects, Defining Contact Method Uses, Types, and Purposes, page 161.
Address Type
Display-Only
Select this option if you want the address type to be display only on the Quick Create page. If you select this option you will not be able to modify address type. Select this option if the address is required to be entered on the Quick Create page. The field and reference fields that appear on the page in the Field Details group box depend on the address type selected. The system displays all the common field definitions defined for a specific group on the Field Setup page. The reference fields are used by the system to map field values passed by the calling PeopleSoft CRM application that invoked quick create.
Address Required Field and Reference
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If the PeopleSoft CRM application is using the Business Object Search then the reference fields on this page should map to the fields that are specified on the Search Domain associated with the Search Definition. Note. Invalid reference fields will not fail in the PeopleSoft CRM application. The value will just not be passed to the application. See Chapter 23, Working With Business Object Searches, Defining Search Domains, page 315.
Role Mapping Details

Role Type ID Primary Indicator Select the role that the template is being configured for. Select this option to indicate that this role is the primary role for this template. Values for this role will be passed back to the application the same way as if this business object had been selected by Business Object Search. Enter the label for the role. This label will appear on the Quick Create page when the system displays the page. Select the search definition to be used to select an existing business object for this role. The field and reference fields that appear on the page in the Field Details group box depend on the Role Type ID selected. The system displays all the common field definitions defined on the Field Setup page. You can enter additional role specific field details to a role if you want. When you add an additional role specific field, the Display Type field appears. Select the display type for that field. The reference fields are used by the system to map field values passed by the calling PeopleSoft CRM application that invoked quick create. Display Type Select the display option for the field. Options are: Display. Display the field on the page when quick create is invoked. Hidden. Dont display the field on the page when quick create is invoked. Output. Dont display the field on the page when quick create is invoked. The value for this field can be retrieved by the application after successfully creating a business object using the Quick Create page. Required. This field is required to be entered on the page when quick create is invoked.
Label Search Options Field and Reference
Contact Method Details

Contact Method Select the contact method associated with the quick create enabled role for this template.
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Contact Method Type Display-Only
Select the method type for the contact method. Method types are dependent on contact method. Select this option if you want contact method type to be display only on the Quick Create page. If you select this option you wont be able to modify contact method type at run time. The field and reference fields that appear on the page under Field Details depend on the contact method and type selected. The system displays all the common field definitions that you defined on the Field Setup page. The reference fields are used by the system to map field values passed by the calling PeopleSoft CRM application that invoked quick create. If the PeopleSoft CRM application is using the Business Object Search then the reference fields on this page should map to the fields that are specified on the Search Domain associated with the Search Definition. See Chapter 23, Working With Business Object Searches, Defining Search Domains, page 315.
Field and Reference
Contact Method Required
Select this option if the contact method is required on the Quick Create page.
Defining Relationship Details for the Template

Access the Template Setup - Relationships page.
Template Setup - Relationships page
Note. Defining template relationships is optional. Youll only define relationships between roles if you have defined more then one role on your template. Role Type ID and Role Type ID Select the roles that are defined on the template that you want to create a relationship for. After you select the different roles for the relationship the system determines and displays the relationship in the Relationship field.
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Bill/Ship/Sold Purchasing Roles

The Quick Create page will have only one set of purchasing options. The purchasing options selected on the page will apply to: Customer as roles. Contact as relationships to the customer. Address serving those customer roles. For example, if the Quick Create page has a customer, a contact, and an address, and the purchasing role of shipping is selected, then the system will create the following: Customer with the Ship-to customer role. Contact with ship-to relationship with this customer. Address with ship-to address of the customer.
Defining Template Groups

Access the Template Group Setup page.
Template Group Setup page
Template Group ID Accessible as Standalone
A system generated field that is created once you save the information on the page. Select if you want this template group to be accessible from the Quick Create standalone component.
Template Details
Template ID Select the template IDs that you want to associate with the template group.
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If you associate just one template ID to a template group, on the Quick Create page youll see just one link on the Quick Create page and the Business Object Search page. If you associate multiple templates to a template group, then youll see a drop down containing these templates on these pages Label Primary Enter a descriptive label for the template. This label will appear as selection criteria for the Select field on the Quick Create page. Select the template you want the system to initially display when you access the Quick Create page. The other templates are available for selection on the page using the Select field.
Defining Interface Information

Access the Interface Setup page.
Interface Setup page
Component Name and Page Name Reference
Select the component and page from with PeopleSoft CRM where you want to initiate the Quick Create page from. This information is used by the different PeopleSoft CRM applications that initiate the quick create functionality. Enter a reference value. The system uses this value to map passed values to the predefined interface. For example, there are three interfaces: one for company, one for consumer, and one for both. If the PeopleSoft CRM application knows what role needs to be created it could select an appropriate interface if you specified a Reference of Company, Consumer, or Both.
Search Definition ID
Select the search definition to use when quick create is initiated from a PeopleSoft CRM application through the Business Object Search. A search definition is not required when quick create is initiated directly from a PeopleSoft CRM application.
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Note. PeopleSoft recommends a one-to-one relationship between a Search Domain and a quick create template to ensure field information is passed correctly between the business object search and the Quick Create page. See Chapter 23, Working With Business Object Searches, Defining Search Domains, page 315. Template Group ID Select the template group to use when quick create is initiated from a PeopleSoft CRM application.
Enabling Newly Defined Transactions to Use Quick Create

To enable the quick create functionality to work with a newly defined transaction youll need to perform these steps using the PeopleSoft Application Designer: 1. Add the QC_INTRFACE_SBP subpage at the bottom of the transactional page at level 0. 2. Add quick create business logic to the page activate event on the transactional component. Sample quick create business logic:
import RB_QUICK_CREATE:InterfaceLogic:InterfaceForm; Component RB_QUICK_CREATE:InterfaceLogic:InterfaceForm &c_oInterfaceForm; If &c_oInterfaceForm = Null Then &c_oInterfaceForm = create RB_QUICK_CREATE:InterfaceLogic:InterfaceForm(); End-If; &c_oInterfaceForm.Activate();
Copying a Quick Create Template

In this section, we discuss how to copy quick create templates.
Page Used to Copy a Quick Create Template

Page Name Template Copy Object Name
QC_TEMPLATE_COPY
Navigation
Usage
Copy an existing quick Set Up CRM, Common Definitions, Customer, Quick create template. When you copy a template an exact Create, Template Copy copy of the source template is made. After you copy a template the Template Setup page appears with the new template and you can modify information on the template.
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Creating Business Objects (Company, Contact, and Consumer) Using the Quick Create Component
In this section, we discuss how the Quick Create component creates business objects. You can access the Quick Create component in the following ways: Click the link or Go button next to the Create New field From the Business Object Search dialog page available within several PeopleSoft CRM applications. Directly from a PeopleSoft CRM application page. As a standalone component under the Customers CRM, Quick Create menu.
Page Used to Create Business Objects Using the Quick Create Component
Page Name Quick Create Object Name
QC_MAIN
Navigation Customers CRM, Quick Create
Usage
Create business objects as specified on the quick create template selected. Click the link or Go button The quick create page is next to the Create New active for these PeopleSoft field From the Business CRM applications: Object Search dialog page. PeopleSoft Sales, Order Directly from a PeopleSoft Capture, Support, Field Service, Marketing, and the CRM application page 360-Degree View.
Creating Business Objects Using the Quick Create Component

Access the Quick Create page.
Quick Create page (1 of 3)
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After you select the Template Group ID, the Quick Create page appears with the fields rendered like that defined on the primary quick create template associated with the template group. At that time, you can: Enter one or more sets of information associated with the primary template. Select another template and enter one or more sets of information associated with that template. The functionality of the Quick Create page is very flexible and will enable you to create as many business objects as you want without ever leaving the page. Select Select the quick create template you want to use. After you select the template, the Quick Create page is rendered with the fields defined on the template. Click the Lookup Existing button to access the Business Object Search page where you can search for another business object.
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Click the Maintenance Button to access the business object component. Once on the business object component you can modify the information as necessary. Clear Click this button to clear that section of the Quick Create page.
Quick Create Process Upon Save

Once you initiate Saveclick the Save buttonon the Quick Create page, the following quick create steps will be executed: 1. Verify that all required fields have been entered. If not, then the system will display an error message. 2. Create the business object for each role present on the Quick Create page that has data. For example, if the Quick Create page is defined to give you the ability to create a company and contact but entering a contact is optional, then if you only enter company information the company will be created but not the contact. The contact will only be created if you have also entered contact data. 3. If data for multiple roles are present and the relationship between the roles are set up in the quick create template, then the relationships between the roles will be created. For example, you defined the quick create template with the ability to create a company and a contact for the company at the same time and a relationship has been setup between the two roles on the template. Then if you enter the different roles and their information on the quick create page, both the company and the contact are created and the contact is linked to the company. 4. Newly created data is returned to the calling application if you have accessed the Quick Create page from a PeopleSoft CRM application. If you are on the standalone Quick Create component, then you will stay on the Quick Create page after you save and you will see links to jump to the Business Object Relationship Model componentsCompany, Consumer, and Contactto update the business objects you just created.
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Predefined Quick Create System Data

In this chapter, we list the predefined quick create system data that PeopleSoft CRM provides. The predefined quick create data includes: Fields. Templates. Template groups. Interface setup information.
See Also
Chapter 25, Using Quick Create, page 323
Fields
Quick create fields are used when defining quick create templates. Quick create role specific fields are defined using the Field Setup page under the Set Up CRM, Common Definitions, Customer, Quick Create menu. In this section, we provide a list of the predefined common and role specific quick create fields provided by PeopleSoft CRM.
See Also
Chapter 25, Using Quick Create, Defining Fields, page 329
Common Quick Create Fields

PeopleSoft CRM provides these predefined common quick create fields:
Sequence Email Sequence (1) Email Sequence (2) Phone Sequence (1) Field Name/Field ID EMAIL ADDR (1) PROFILE CM SEQ (37) COUNTRY CODE (2) Description Email Address Profile Sequence Number Country Code
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Sequence Phone Sequence (2) Phone Sequence (3) Phone Sequence (4) Address Sequence (1) Address Sequence (2) Address Sequence (3) Address Sequence (4) Address Sequence (5) Address Sequence (6) Address Sequence (7) Address Sequence (8) Address Sequence (9) Address Sequence (10) Address Sequence (11) Address Sequence (12) Individual Sequence (1) Individual Sequence (2) Individual Sequence (3) Individual Sequence (4)
Field Name/Field ID PHONE (3) EXTENSION (4) PROFILE CM SEQ (37) COUNTRY (19) ADDRESS1 (20) ADDRESS2 (21) ADDRESS3 (22) ADDRESS4 (23) CITY (24) COUNTY (25) STATE (26) POSTAL (27) REGION ID (28) TIMEZONE (29) PROFILE CM SEQ (37) NAME PREFIX (7) FIRST NAME (13) MIDDLE NAME (14) LAST NAME (12) Phone
Description
Phone Extension Profile Sequence Number Country Address Line 1 Address Line 2 Address Line 3 Address Line 4 City County State Postal Code Regiond ID Time Zone Profile Sequence Number Name Prefix First Name Middle Name Last Name
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Sequence Individual Sequence (5) Individual Sequence (6) Individual Sequence (7) Individual Sequence (8) Individual Sequence (9) Individual Sequence (10) Individual Sequence (11) Individual Sequence (12)
Field Name/Field ID NAME SUFFIX (8) NAME TITLE (11) PREF FIRST NAME (16) NAME AC (15) NAME INITIALS (6) NAME (5) BO NAME (30) BO NAME AC (18)
Description Name Suffix Title Preferred First Name Name AC Name Initials Name Name Business Object Name AC
Individual Sequence (13)
COUNTRY NM FORMAT (31)
Name Format for Country
BO ID (32)
Business Object
BO_NAME_DISPLAY (48)
Business Object Name Display
ROLE TYPE ID (43)
Role Type ID
Organization Sequence (1) Organization Sequence (2) Organization Sequence (3) Organization Sequence (4)
BO NAME (30) BO NAME DISPLAY (48) BO ID (32) ROLE TYPE ID (43)
Name Business Object Name Display Business Object Role Type ID
Role Specific Quick Create Fields

PeopleSoft CRM provides these predefined role specific quick create fields:
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Field Name/Field ID CURRENCY CODE (33)
Description Currency Code
Supported Roles Company Site Individual Consumer Partnership Alternate Capacity
SOLD TO FLG (34)
Sold To Customer
Company Site Individual Consumer
BILL TO FLG (35)
Bill To Customer
SHIP TO FLG (36)
Ship To Customer
COLLECTOR (38)
Collector
Company Individual Consumer
CR ANALYST(39)
Credit Analyst
Company Individual Consumer
INDUSTRY ID (40) BIRTHDATE (41)
Industry ID Birthdate
Company Contact Individual Consumer
COMM METHOD (42) TIN TYPE (44)
Preferred Communication TIN Type
Contact Contact Individual Consumer Partnership Alternate Capacity
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Field Name/Field ID TIN (45) TIN
Description
Supported Roles Contact Individual Consumer Partnership Alternate Capacity
PERSON ID (47)
Person ID
Contact Individual Consumer
Templates
Quick Create templates define the look of the Quick Create page and also define the information that is required to be entered on the Quick Create page when the user elects to create a business object with a particular role. Quick create templates are created using the Template Setup component under the Set Up CRM, Common Definitions, Quick Create menu. See Chapter 25, Using Quick Create, Defining Templates, page 331. In this section, we provide a list of the predefined Quick Create Templates provided by PeopleSoft CRM.
Contact Method Details Business (Address Type) Phone Business Phone - FAX Email - Business 360 ALT CAP CNT 360 Alternate Capacity Contact Alternate Capacity Contact of Alt Capacity Business (Address Type) Phone Business Phone - FAX Email - Business
Template ID 360 ALT CAP
Description 360 Alternate Capacity
Roles Alternate Capacity
Relationships None
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Template ID 360 COMPANY
Description 360 Company
Roles Company
Relationships None
Contact Method Details Business (Address Type) Phone Business Phone - FAX Email - Business
360 COMPANY 2
360 Company Contact
Company Contact
Primary Contact <> Company
Business (Address Type) Company: Phone Business Phone - FAX Email - Business Contact: Phone Business Email - Business
360 CONSUMER
360 Consumer
Individual Consumer
None
Business (Address Type) Phone Business Phone - FAX Email - Business
360 FSI CNTCT
360 FSI Contact
Company Contact
Business (Address Type) Company: Phone Business Phone - FAX Email - Business Contact: Phone Business Email - Business
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Template ID 360 FSI COMP
Description 360 FSI Company
Roles Company
Relationships None
Contact Method Details Business (Address Type) Phone Business Phone - FAX Email - Business
360 FSI CONS
360 FSI Consumer
Individual Consumer
None
360 PART CNTCT
360 Partnership Contact
Partnership Contact
Contact of Partnership
Business (Address Type) Partnership: Phone Business Phone - FAX Email - Business Contact: Phone Business Email - Business
360 PARTNERSHIP
360 Partnership
Partnership
None
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Template ID FSCOMPANDCNT
Description FieldService Company Contact
Roles Company Contact
Relationships Contact <> Company
Contact Method Details Business (Address Type) Company: Phone Business Phone - FAX Email - Business Contact: Phone Business Email - Business
FSCOMPANY
Field Service Company
Company
None
FSCOMPCNT
FieldService Companys Contact
Company Contact
Contact <> Company
Business (Address Type) Company: None Contact: Phone Business Phone - Cellular Phone - FAX Phone - Home Email - Business
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Template ID FSCONSCNT
Description FieldService Consumers Cont
Roles Individual Consumer Contact
Relationships Contact <> Consumer
Contact Method Details Business (Address Type) Individual Consumer: None Contact: Phone Business Phone - Cellular Phone - FAX Phone - Home Email - Business
FSCONSUMER
Field Service Consumer
Individual Consumer
None
Home (Address Type) Phone Business Phone - Cellular Phone - FAX Phone - Home Email - Home
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Template ID FSCONSWCNT
Description FieldService Consumer Contct
Relationships Primary Contact <> Consumer
Contact Method Details Business (Address Type) Individual Consumer: Phone Business Phone - FAX Phone - Home Email - Business Contact: Phone Business Phone - FAX Phone - Home Email - Business
MKTCOMPANY
Marketing Company
Company
None
MKTCOMPANYSITE
Marketing Company Site
Company Site
Company <> Site
Business (Address Type) Company: Phone Business Phone - FAX Email - Business Site: Phone Business
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Template ID MKTCOMPCONTACT
Description Marketing Company Contact
Roles Company Contact
Relationships Primary Contact <> Company
Contact Method Details Business (Address Type) Company: Phone Business Phone - FAX Email - Business Contact: Phone Business Email - Business
OCCOMPANY
Order Capture Company Contact
Company Contact
Company <> Contact
Business (Address Type) Company Phone Business Phone - FAX Email - Business Contact Phone Business Email - Business
OCCONSUMER
Order Capture Consumer
Individual Consumer
None
Home (Address Type) Phone - Cellular Phone - Home Email - Home
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Template ID OCCONSUMER2
Description Order Capture Consumer Contact
Relationships Contact <> Consumer
Contact Method Details Home (Address Type) Individual Consumer Phone - Cellular Phone - Home Email - Home Contact Phone - Home Email - Home
RC COMPNY CNTCT
Call Center Company / Contact
Company Contact
None (Address Type) Company Phone Business Email - Business Contact Phone Business Email - Business
RC CONSMR
Call Center Consumer
Individual Consumer
None
None (Address Type) Phone - Home Email - Home
RC CONSMR CNTCT
Call Center Consumer / Contact
Individual Consumer Contact
Primary Contact <> Consumer
None (Address Type) Individual Consumer Phone - Home Email - Home Contact Phone - Home Email - Home
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Template ID RC SITE
Description Call Center Site Site
Roles
Relationships None
Contact Method Details Business (Address Type) Business (Address Type) Phone Business Phone - FAX Email - Business
RVCOMPANY
Company
Company
None
RVCOMPANYSITE
Company Site
Company Site
Company <> Site
Business (Address Type) Company: Phone Business Phone - FAX Email - Business Site: Phone - Business
RVCOMPCONTACT
Companys Contact
Company Contact
None (Address Type) Company: None Contact: Phone Business Phone - Cellular Phone - FAX Phone - Home Email - Business
RVCONSUMER
Relationship Viewer Consumer
Individual Consumer
None
Home (Address Type) Phone - FAX Phone - Home Email - Home
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Template ID RVCONTACT
Description Relationship Viewer Contact
Roles Contact
Relationships None
Contact Method Details Business (Address Type) Phone Business Phone - Cellular Phone - FAX Phone - Main Email - Business
RVWORKER
Relationship Viewer Worker
Worker
None
Business (Address Type) Phone Business Phone - Cellular Phone - FAX Email - Business
SLSCOMPANY
Sales Company
Company
None
SLSCOMPSITE
Sales Company Site
Company Site
Company <> Site
Business (Address Type) Company: None Site: Phone Business Phone - FAX Email - Business
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Template ID SLSCONSSITE
Description Sales Consumer Site
Roles Individual Consumer Site
Relationships None
Contact Method Details Business (Address Type) Individual Consumer: None Site: Phone Business Phone - FAX Email - Business
SLSCONSUMER
Sales Consumer
Individual Consumer
None
Business (Address Type) Phone Business Phone - Cellular Phone - FAX Phone - Home Email - Business
SLSCONTACT
Sales Contact
Contact
None
No Address Type Phone Business Phone - Cellular Phone - FAX Phone - Home Email - Business
Template Groups
Quick create template groups, group together quick create templates to be used by a specific PeopleSoft CRM application component. You define template groups using the Template Group Setup page under the Set Up CRM, Common Definitions, Quick Create menu. See Chapter 25, Using Quick Create, Defining Template Groups, page 337.
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In this section, we provide a list of the predefined quick create template groups provided by PeopleSoft CRM.
Template Group ID/Description 5 - Field Service Svc Order Cust
Template IDs FieldService Company Contact Field Service Consumer Field Service Company FieldService Consumer Contct
PeopleSoft CRM Application Field Service
6 - Marketing Sponsor
Marketing Company Marketing Company Site
Marketing
7 - Marketing Team
Marketing Company Marketing Company Contact Marketing Company Site
Marketing
9 - Order Capture Customer
OC Consumer OC Consumer Contact
Order Capture
10 - Order Capture Companys Cnt 11 - Order Capture Consumers Cnt 12 - FieldService Svc Order Contact
OC Company Contact OC Consumer Contact FieldService Companys Contact FieldService Consumers Cont
Order Capture Order Capture Field Service
13 - FieldService Company Contact 14 - FieldService Consumer Contact 16 - Sales Customer
FieldService Companys Contact FieldService Consumers Cont Sales Company Sales Consumer
Field Service Field Service Sales
17 - Sales Company Site 18 - Sales Consumer Site 19 - Sales Contact
Sales Company Site Sales Consumer Site Sales Contact
Sales Sales Sales
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Template Group ID/Description 20 - 360 Customer
Template IDs 360 Company 360 Company Contact 360 Consumer
PeopleSoft CRM Application 360-Degree View
21 - 360 FSI / INS Customer
360 Alternate Capacity Contact 360 Partnership Contact 360 FSI Contact 360 FSI Consumer
360-Degree View
22 - Order Capture Contact
OC Company Contact OC Consumer Contact
Order Capture
23 - Order Capture Customer Filter
OC Company Contact OC Consumer Contact
Order Capture
24 - 360 Government
360 Company Contact 360 Consumer
360-Degree View (Government)
25 - Relationship Viewer
Company Company Site Companys Contact
Relationship Viewer
29 - Call Center Customer / Contact
Call Center Company / Contact Call Center Consumer Call Center Consumer / Contact
Call Center
30 - Call Center Cust / Cntct/Site
Call Center Company / Contact Call Center Consumer Call Center Consumer / Contact Call Center Site
Call Center
31 - Field Service Customer Filter
Field Service Company Contact Field Service Consumer Contact
Field Service
20002 - RV Site
Company Site
Relationship Viewer
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Template Group ID/Description 20003 - RV Company 20004 - RV Contact 20005 - RV Consumer 20006 - RV Worker Company
Template IDs
PeopleSoft CRM Application Relationship Viewer Relationship Viewer Relationship Viewer Relationship Viewer
Relationship Viewer Contact Relationship Viewer Consumer Relationship Viewer Worker
Interface Setup Information

Quick create interface setup information associates the quick create template group to the calling PeopleSoft CRM component. Interface setup information is defined using the Interface Setup page under the Set Up CRM, Common Definitions, Quick Create menu. See Chapter 25, Using Quick Create, Defining Interface Information, page 338. In this section, we provide a list of the predefined interface setup information provided by PeopleSoft CRM.
Component Name RB_TD_360_ SRCH RB_TD_360_ SRCH Search Definition Contact
Description 360 Degree Sch Page - COM - CNT 360 Degree Sch Page - COM CUST 360 Degree Search Page - FSI 360 Degree Search Page - GOV 360 Degree Search Page - INS 360 Degree Sch Page - ENG - CUST
Page Name RB_TD_AGT_ SRCH_COM RB_TD_AGT_ SRCH_COM
Template Group 360 Customer
Customer
360 Customer
RB_TD_360_ SRCH RB_TD_360_ SRCH RB_TD_360_ SRCH RB_TD_360_ SRCH
RB_TD_AGT_ SRCH_FSI RB_TD_AGT_ SRCH_GOV RB_TD_AGT_ SRCH_INS RB_TD_AGT_ SRCH_ENG
None
360 FSI / INS Customer 360 Government
None
None
360 FSI / INS Customer 360 Customer
Customer
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Description 360 Degree Sch Page - GBL - CNT 360 Degree Sch Page - GBL - CUST 360 Degree Sch Page - ENG - CNT Case Search (GBL) - Contact Case Search (GBL) - ContactF1 Case Search (GBL) - Customer Case Search (GBL) - CustomerF1 Case(GBL) Contact Case(GBL) ContactF1 Case(GBL) Customer Case(GBL) CustomerF1 Marketing 1
Component Name RB_TD_360_ SRCH RB_TD_360_ SRCH RB_TD_360_ SRCH RC_CASE_SW_ SEARCH RC_CASE_SW_ SEARCH RC_CASE_SW_ SEARCH RC_CASE_SW_ SEARCH RC_CASE_SW
Page Name RB_TD_AGT_ SRCH_GBL RB_TD_AGT_ SRCH_GBL RB_TD_AGT_ SRCH_ENG RC_CASE_ SEARCH_ADD RC_CASE_ SEARCH_ADD RC_CASE_ SEARCH_ADD RC_CASE_ SEARCH_ADD RC_CASE_SW
Search Definition Contact
Template Group 360 Customer
Customer
360 Customer
Contact
360 Customer
Contact
Call Center Customer / Contact Call Center Customer / Contact Call Center Customer / Contact Call Center Customer / Contact Call Center Customer / Contact Call Center Customer / Contact Call Center Customer / Contact Call Center Customer / Contact Marketing Sponsor
Contact / Filter by Customer Customer
Customer / Filter by Contact Contact
RC_CASE_SW
RC_CASE_SW
Contact / Filter by Customer Customer
RC_CASE_SW
RC_CASE_SW
RC_CASE_SW
RC_CASE_SW
Customer / Filter by Contact Campaign Sponsor
RA_CAMPAIGN_ DETAIL RA_CAMPAIGN_ DETAIL RA_CAMPAIGN_ DETAIL
RA_CAMPAIGN_ DETAIL RA_CAMPAIGN_ DETAIL RA_CM_ TRIGGER_DTL
Marketing 2
Campaign Team
Marketing Team
Marketing 3
Campaign Team
Marketing Team
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Description Order Capture Company Contact Order Capture Consumer Contact Order Capture Contact Order Capture Customer Order Capture Customer Filter RV 360 All Roles RV 360 Company
Component Name RO_CAPTURE
Page Name RO_FORM
Search Definition Sold to Rep/Filter by Customer Sold to Rep/Filter by Customer Sold To Representative Sold To Customer & Rep Customer / Filter by Contact Relationship Viewer Company for Quick Create Consumer for Quick Create Contact Site WORKER Relationship Viewer
Template Group Order Capture Companys Cnt Order Capture Consumers Cnt Order Capture Contact Order Capture Customer Order Capture Customer Filter RelationshipViewer RV Company
RO_CAPTURE
RO_FORM
RO_CAPTURE
RO_FORM
RO_CAPTURE
RO_FORM
RO_CAPTURE
RO_FORM
RB_TD_360 RB_TD_360
BO_REL_VIEW_3 BO_REL_VIEW_3
RV 360 Consumer
RB_TD_360
BO_REL_VIEW_3
RV Consumer
RV 360 Contact RV 360 Site RV 360 Worker RV Business Object All Roles RV Business Object Company RV Business Object Consumer RV Business Object Contact
RB_TD_360 RB_TD_360 RB_TD_360 BO
BO_REL_VIEW_3 BO_REL_VIEW_3 BO_REL_VIEW_3 BO_REL_VIEW_3
RV Contact RV Site RV Worker Relationship Viewer
BO
BO_REL_VIEW_3
Company for Quick Create Consumer for Quick Create Contact
RV Company
BO
BO_REL_VIEW_3
RV Consumer
BO
BO_REL_VIEW_3
RV Contact
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Description RV Business Object Site RV Business Object Worker RV Company All Roles RV Company Company RV Company Consumer RV Company Contact RV Company Site RV Company Worker RV Consumer All Roles RV Consumer Company RV Consumer Consumer RV Consumer Contact RV Consumer Site
Component Name BO
Page Name BO_REL_VIEW_3 Site
Search Definition
Template Group RV Site
BO
BO_REL_VIEW_3
WORKER
RV Worker
RD_COMPANY_2
BO_REL_VIEW_3
Relationship Viewer
Relationship Viewer
RD_COMPANY_2
BO_REL_VIEW_3
RV Company
RD_COMPANY_2
BO_REL_VIEW_3
RV Consumer
RD_COMPANY_2
BO_REL_VIEW_3
RV Contact
RD_COMPANY_2 RD_COMPANY_2
Site WORKER
RV Site RV Worker
RD_CONSUMER_ 02 RD_CONSUMER_ 02 RD_CONSUMER_ 02 RD_CONSUMER_ 02 RD_CONSUMER_ 02 RD_CONSUMER_ 02
BO_REL_VIEW_3
Relationship Viewer
Relationship Viewer
BO_REL_VIEW_3
RV Company
BO_REL_VIEW_3
RV Consumer
BO_REL_VIEW_3
RV Contact
BO_REL_VIEW_3
Site
RV Site
RV Consumer Worker
BO_REL_VIEW_3
WORKER
RV Worker
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Description RV Person All Roles RV Person Company RV Person Consumer RV Person Contact RV Person Site RV Person Worker RV Rel Viewer All Roles RV Rel Viewer Company RV Rel Viewer Consumer RV Rel Viewer Contact RV Rel Viewer Site RV Rel Viewer Worker RV Site All Roles RV Site Company
Component Name RD_PERSON_2
Page Name BO_REL_VIEW_3
Search Definition Relationship Viewer
Template Group Relationship Viewer
RD_PERSON_2
BO_REL_VIEW_3
Company for Quick Create Consumer for Quick Create Contact Site WORKER Relationship Viewer
RV Company
RD_PERSON_2
BO_REL_VIEW_3
RV Consumer
RD_PERSON_2 RD_PERSON_2 RD_PERSON_2 BO_REL_VIEW
BO_REL_VIEW_3 BO_REL_VIEW_3 BO_REL_VIEW_3 BO_REL_VIEW_3
RV Contact RV Site RV Worker Relationship Viewer
BO_REL_VIEW
BO_REL_VIEW_3
RV Company
BO_REL_VIEW
BO_REL_VIEW_3
RV Consumer
BO_REL_VIEW
BO_REL_VIEW_3
RV Contact
BO_REL_VIEW BO_REL_VIEW
Site WORKER
RV Site RV Worker
RD_SITE_2 RD_SITE_2
Relationship Viewer Company for Quick Create Consumer for Quick Create
Relationship Viewer RV Company
RV Site Consumer
RD_SITE_2
BO_REL_VIEW_3
RV Consumer
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Description RV Site Contact RV Site Site RV Site Worker Sales Lead Company Site Sales Lead Consumer Site Sales Lead Contact
Component Name RD_SITE_2 RD_SITE_2 RD_SITE_2 RSF_LEAD_ ENTRY RSF_LEAD_ ENTRY RSF_LEAD_ ENTRY RSF_LEAD_ ENTRY RSF_LEAD_ ENTRY RSF_LEAD_ ENTRY RSF_ OPPORTUNITY RSF_ OPPORTUNITY RSF_ OPPORTUNITY RSF_ OPPORTUNITY RSF_ OPPORTUNITY RSF_ OPPORTUNITY
Page Name BO_REL_VIEW_3 BO_REL_VIEW_3 BO_REL_VIEW_3 RSF_LEAD_ ENTRY RSF_LEAD_ ENTRY RSF_LE_ CONTACT_SEC RSF_LEAD_ ENTRY RSF_LEAD_ ENTRY RSF_LEAD_ ENTRY RSF_OPP_DETAIL
Search Definition Contact Site WORKER Site / Filter by Rep
Template Group RV Contact RV Site RV Worker Sales Company Site
Site / Filter by Rep
Sales Consumer Site Sales Contact
None
Sales Lead Customer Sales Lead Site Filter by Cust Sales Lead Site Filter by Rep Sales Opp Company Site Sales Opp Consumer Site Sales Opp Contact
Customer
Sales Customer
Customer Filtered by Site Site / Filter by Rep
Company Site
Company Site
Sales Company Site
RSF_OPP_DETAIL
Sales Consumer Site Sales Contact
RSF_OPP_CONT_ SEC RSF_OPP_DETAIL
None
Sales Opp Customer
Customer
Sales Customer
Sales Opp Site Filter by Cust Sales Opp Site Filter by Rep
RSF_OPP_DETAIL
Customer Filtered by Site Site / Filter by Rep
Company Site
RSF_OPP_DETAIL
Company Site
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Description Service Order Company Contact Service Order Consumer Contact Service Order Contact Service Order Customer Service Order Customer Filter
Component Name RF_SERVICE_ ORDER RF_SERVICE_ ORDER RF_SERVICE_ ORDER RF_SERVICE_ ORDER RF_SERVICE_ ORDER
Page Name RF_SERVICE_ ORDER RF_SERVICE_ ORDER RF_SERVICE_ ORDER RF_SERVICE_ ORDER RF_SERVICE_ ORDER
Search Definition Contact/Filter by Customer Contact/Filter by Customer Contact
Template Group FieldService Company Contact FieldService Consumer Contact FieldService Svc Order Contact FieldService Svc Order Cust FieldService Customer Filter
Customer and Contact Customer / Filter by Contact
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Workforce Management
Chapter 27 Managing Workers Chapter 28 Setting Up and Maintaining Provider Groups and Group Members Chapter 29 Managing Workforce Competencies Chapter 30 Setting Up and Performing Assignment Searches Chapter 31 Defining Holiday Schedules Chapter 32 Using Resource Calendars
CHAPTER 27
Managing Workers
This chapter provides an overview of how workers are represented in PeopleSoft CRM and discusses how to: Set up foundational data for workers. Define workers.
Understanding Workers
The term worker includes anyone who performs work for your organization. Workers can be employees or contractors. In PeopleSoft CRM, workers are represented as business objects with a business object type of Individual and a role type of Worker. As with consumers and contacts, a record for each member of your workforce is created in the Person table (RD_PERSON), with a person ID as the key field. Other attributes specific to the persons role as a worker, such as employee status, job location, work function, and so forth, are stored in the Worker table (RB_WORKER). Like contacts, workers are not tracked as business contacts in the Business Contact table (BC). You can create and maintain worker records in PeopleSoft CRM using the Worker component. Alternatively, you can maintain worker records in PeopleSoft HRMS or a third-party human resources system and move the worker data to PeopleSoft CRM by implementing enterprise integration points (EIPs). The Personal Data EIP, Workforce Data EIP, and Person Competencies EIP can be implemented to populate the Person, Worker, and Worker Competency tables in your PeopleSoft CRM system with worker data from another system.
See Also
Chapter 11, Understanding Business Object Relationship Model Components, page 131 Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, page 675 Chapter 29, Managing Workforce Competencies, page 397 PeopleSoft Enterprise Integration PeopleBook
Setting Up Foundational Data for Workers

This section discusses how to: Set up function codes. Set up department codes.
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Set up job codes. Set up cost categories. Set up foundational competency data. Note. In addition to worker-specific foundational data, worker records also reference general foundational data, such as setIDs, location codes, and salutation codes. For more information, refer to the table loading sequence for your CRM application. Table loading sequences are available for each product on Customer Connection.
See Also
Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, page 675 Chapter 29, Managing Workforce Competencies, page 397 PeopleSoft Enterprise Integration PeopleBook
Pages Used to Set Up Foundational Data for Workers

Page Name Worker Function Object Name
RD_WORKER_FUNC
Navigation Set Up CRM, Common Definitions, Employee Data, Worker Functions, Worker Function Set Up CRM, Common Definitions, Employee Data, Department Set Up CRM, Common Definitions, Employee Data, Job Codes Set Up CRM, Common Definitions, Employee Data, Cost Categories
Usage Define codes that describe the different jobs that workers perform. Maintain information about the departments in your organization. Define the jobs in your organization. Maintain cost categories.
Department
DEPARTMENT
Job Codes
RB_JOB_CODE
Cost Categories
RF_COST_CAT
Setting Up Function Codes

Access the Worker Function page. Worker functions codes help you assign certain types of jobs to PeopleSoft CRM workers and enable you to group workers by the type of job function that they perform.
Setting Up Department Codes

Access the Department page. Note. Instead of entering information directly into PeopleSoft CRM, you can maintain department codes in PeopleSoft HRMS or a third-party system and move the department data to PeopleSoft CRM by implementing the Department Table EIP.
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Manager EmplID (manager employee ID) and Manager Name
Select the employee ID and primary name for the department manager. Employee ID can be associated with workers in your human resources system or on the Worker page of the Worker component.
Setting Up Job Codes

Access the Job Codes page. You can also maintain job codes in PeopleSoft HRMS or a third-party system and move the job code data to PeopleSoft CRM by implementing the Job Code Table EIP.
Setting Up Foundational Competency Data

Worker competency information determines which workers are best qualified for assignment to a case or service order. If you maintain worker competency information in PeopleSoft CRM, use the following pages under the Set Up CRM, Common Definitions, Competencies menu to define foundational competency data: the Competency Type page, the Competency Rating Model page, and the Competencies page. See Chapter 29, Managing Workforce Competencies, page 397. You can also maintain competency data in PeopleSoft HRMS or a third-party system and move the competency data to PeopleSoft CRM by implementing the following EIPs: Competency Type EIP, Rating Model EIP, and Competency EIP.
Defining Workers
This section discusses how to: Access workers. Maintain name, profile, and contact information. Assign worker functions. Enter job information. Specify default schedules. Assign competencies. Define job assignment criteria. Define default storage locations. Define default signatures. Maintain user profile information. Add notes. Important! If you integrate with another system that maintains your worker data, such as PeopleSoft HRMS, use the Worker pages in PeopleSoft CRM for informational purposes only. Make all updates to the worker data in the system of record.
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See Also
Chapter 27, Managing Workers, Setting Up Foundational Data for Workers, page 369 Chapter 11, Understanding Business Object Relationship Model Components, page 131 Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, page 675 Chapter 29, Managing Workforce Competencies, page 397 PeopleSoft Enterprise Integration PeopleBook
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Pages Used to Define Workers

Page Name Worker Search Object Name
RD_WORK_GSRCH
Navigation Workforce, Worker, Worker Search Select an existing worker on the Worker Search page. Select an existing worker on the Worker Search page. Select the Function tab. Select an existing worker on the Worker Search page. Select the Job Detail tab. Select an existing worker on the Worker Search page. Select the Schedule tab. Select an existing worker on the Worker Search page. Select the Competencies tab.
Usage Search for existing workers or initiate adding a new worker. View and maintain name, profile, and contact information for a worker. Assign a job function to the specified worker. Enter information about the specified workers job. Define default workdays for the specified worker. Associate the specified worker with a competency and define the workers level of proficiency for the competency. Define criteria that the assignment engine uses to match the specified worker to a case or service order. Define inventory storage locations associated with good and defective storage locations on a field service workers truck. Define a default signature to use when the specified worker sends manual notifications. View and maintain login information, permissions, and roles associated with user IDs that the specified person is associated with. Add notes and attachments for the specified worker.
Worker
RD_PERSON_84
Function
RB_WORKER_FUNC
Job Detail
RD_WORKER_DETAIL
Schedule
RD_WORKER_SCHEDULE
Competencies
RD_WORKER_CMP_PROF
Criteria
RD_WORKER_CRITERIA
Select an existing worker on the Worker Search page. Select the Criteria tab.
Storage Locations
RD_WORK_STORLOC
Select an existing worker on the Worker Search page. Select the Storage Locations tab.
Signature
RD_WORKER_WF_SIG
Select an existing worker on the Worker Search page. Select the Signature tab.
User Profile
CONTACT_USER_PROF
Select an existing worker on the Worker Search page. Select the User Profile tab.
Notes
RD_PERSON_NOTES
Select an existing worker on the Worker Search page. Select the Notes tab.
Accessing Workers
Access the Worker Search page. The appearance, behavior, and personalization options for this page are controlled by the search definition for the Worker component.
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See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Search Pages.
Maintaining Name, Profile, and Contact Information

Access the Worker page.
Worker page: Primary view
Note. Multiple views of this page are available by clicking the links at the top of the page. Some fields appear in all views, but others only in a single view.
Worker Component Toolbar

The appearance, behavior, and personalization options for the toolbar on this page are controlled by the toolbar definition for the Worker toolbar. See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Toolbars.
Primary View
When you add a new worker, the system displays the Name Information group box. Enter the information for the workers name record. By default, the information you enter will be the primary name for the worker. You can add additional names to the name record and designate another name as primary using the Name view of this page. The fields under Profile Information define codes and preferences used when contacting or corresponding with the worker.
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Salutation
Enter a salutation code to use on correspondence sent to the worker. Salutation codes are established in PeopleSoft CRM on the Salutation Table page under the Define General Options menu. Select to indicate the workers contact type, Internal or External. This field value governs the type of notifications the worker can receive and the Pref. Notification field values that can be defined for the worker. The default value for all workers is Internal. Workers with a contact flag of External can only receive notifications through email; Internal workers can receive notifications through email, a worklist, or both. Enter the language for printed report field labels and headings. The specified language also refers to the language spoken by the worker. Enter a unique identification code for the worker. These IDs typically come from your human resources system. Select the preferred method of communication with the worker: Call, Email and Print, Email Only, Fax, Standard Mail, XML and Print, or XML Only. Select the default routing method to use when another user sends this person a notification: Email Only, Worklist, or Both. The person must have a primary email address to receive email notifications and must have user ID and a contact flag set to Internal to receive worklist notifications. Enter the workers professional title. Enter the workers Drivers License number. Select the state where the drivers license was issued. Enter the date when the drivers license will expire. Enter a value that represents the workers login name for Microsoft Outlook. When PeopleSoft CRM is integrated with Microsoft Outlook, this value enables calendar entries in the workers resource calendar in PeopleSoft CRM to be mapped to the workers calendar in Microsoft Outlook.
Contact Flag
Language Code Employee ID Pref. Communication (preferred communication method) Pref. Notification (preferred notification method)
Title Drivers License License Issued By License Expires PIM Account Name (personal information manager account name)
The fields under Primary Communication Method display the address, phone, pager, and email address entries defined as the primary contact information for this worker.
Name View
Access the Worker page: Name view by clicking the Name link. See Chapter 19, Defining Name Information for Business Objects, Defining Name Information , page 235.
Address View
Access the Worker page: Address view by clicking the Address link. See Chapter 20, Defining Contact Information for Business Objects, Defining Address Information , page 249.
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Phone View
Access the Worker page: Phone view by clicking the Phone link. See Chapter 20, Defining Contact Information for Business Objects, Defining Telephone Information, page 255.
Pager View
Access the Worker page: Pager view by clicking the Pager link. See Chapter 20, Defining Contact Information for Business Objects, Defining Pager Information , page 256.
Email View
Access the Worker page: Email view by clicking the Email link. See Chapter 20, Defining Contact Information for Business Objects, Defining Email Information, page 258.
Assigning Worker Functions

Access the Function page. Worker Function Select an appropriate function. Values are established on the Worker Function page under the Set Up CRM, Common Definitions, Employee Data menu.
Entering Job Information

Access the Job Detail page.
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Job Detail page
Department Location Code
Select the code for the workers department. The system stores these values in the Department table. Select the code for the workers location. Location codes are defined using the Location component under the Set Up CRM, Common Definitions, Location, Location menu. Displays the time zone associated with the workers location. Time zones are associated with locations on the Location Time Zone page under the Set Up CRM, Common Definitions, Location, Location Time Zones menu. Enter a description of the workers physical location. You can use this field to specify locations such as, office number or cubicle number. Select the job code associated with the workers job. Job codes are defined in PeopleSoft CRM using the Job Codes page under the Set Up CRM, Common Definitions, Employee Data, Job Codes page. Select the holiday dates that are valid for this worker. Holiday schedules are defined in PeopleSoft CRM using the Holiday Schedule page under the Set Up CRM, Common Definitions, Calendars / Schedules, Holiday Schedule menu. Select the supervisor that this worker reports to.
Time Zone
Physical Location Job Code
Holiday Schedule
Supervisor ID
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Job Information
Officer Code Select an officer code. You can use this field to identify highly compensated employees for the Non-Discrimination Testing 401(k)/401(m) report (NDT004). Select the workers management level, if applicable. Values are All Other Positions, Chief Operating Officer, Director, First-Line Manager, Mid-Level Manager, Non-Manager, Senior Manager, Senior Officer, Supervisor and Vice President. Select the type of worker that the person is. For example, Training Non-Employee, Temporary Worker, or Independent Contractor.
Manager Level
Person Type
Specifying Default Schedules

Access the Schedule page. When evaluating worker availability for assignment, the system checks standard work week information defined for the worker on this page. Select the default work days for the specified person. The Start and End fields define the default hours of operation for the person. Enter start and end times for each work period in the day. Multiple work periods can be entered to represent lunch breaks, shifts, and so forth. By default, the system populates these values with the standard work week information defined for the installation on the Calendar Options page under the Set Up CRM, Install, Installation Options menu.
See Also
Chapter 30, Setting Up and Performing Assignment Searches, page 403 Chapter 3, Setting Up General Options, Setting Calendar Options, page 32
Assigning Competencies
Access the Competencies page. Important! Before assigning competencies on the Competencies page in PeopleSoft CRM, you must set the Use Only Evaluation Type field on the General Options page under the Set Up CRM, Install, Installation Options menu. The Person Competency EIP loads competency data with all evaluation types in to PeopleSoft CRM. Specifying an evaluation type at installation enables the system to limit the competency records that can be selected on PeopleSoft CRM pages. Although evaluation type is not displayed in PeopleSoft CRM, the pages in CRM only display the competency records that match the specified evaluation type. Description Select a competency associated with the worker. In PeopleSoft CRM, competencies are established on the Competencies page under the Set Up CRM, Common Definitions, Competencies menu. Enter the workers level of expertise for the competency. The rating model defined for the competency on the Competencies page determines available proficiency values. In PeopleSoft CRM FieldService, the system checks a workers proficiency level for a competency to determine whether the worker
Proficiency
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is qualified to perform work on a service order that requires the competency. In PeopleSoft CRM Support and PeopleSoft CRM HelpDesk, the system checks a workers proficiency level for a competency to determine whether the worker is qualified to perform work on a case that requires expertise in the problem type.
See Also
Chapter 30, Setting Up and Performing Assignment Searches, page 403 Chapter 3, Setting Up General Options, Setting Up PeopleSoft CRM Application Installation Options, page 30
Defining Job Assignment Criteria

Access the Criteria page.
Criteria page
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The fields under Customer, Region, Product, Product Group, and Location indicate the values the system uses to evaluate how suitable a worker is for assignment to the service order or case relative to other workers in the provider group. When an assignment search is performed from a case or service order, the assignment engine calculates a point value for each criteria value on the service order or case that the worker matches based on the weight, or relative importance, of the match. The sum of the point values divided by the total possible points for the service order or case becomes the workers fit score. Failure to match individual criteria lowers the workers total fit score but does not exclude the worker from the list of suggested assignment candidates. Failure to match any criteria excludes the worker from the suggested candidates. The assignment engine uses a different set of assignment criteria values for cases in PeopleSoft CRM HelpDesk, cases in PeopleSoft CRM Support, or service orders in PeopleSoft CRM FieldService. For help desk cases, the assignment engine matches values for location, product, and product group. For both support cases and service orders, the assignment engine matches values for customer, site, region, product, and product group.
Customer
If the worker can support the customer at any site, leave the Site field blank.
Region
Region information can be derived from information on the service order or case.
Product
The values for the Proficiency field depend on the product rating model specified for the setID on the Assignment Setup page of the Assignment Engine Setup component under the Set Up CRM, Common Definitions, Codes and Auto Numbering, Assignment Weighting Factors menu.
Defining Default Storage Locations

Access the Storage Locations page.
Storage Locations page
Storage location information is required only for workers who perform field service activities. Material movement transactions initiated from the Manage Material page in PeopleSoft CRM FieldService update quantities in the inventory storage locations associated with the lead technician on the service order line. Each field service worker must be associated with one good truck stock location and one defective truck stock location. You cant define more than one good or more than one defective truck stock location for a worker. Also, the good and defective locations cant have the same storage location definitionthe area and up to four storage levelsin PeopleSoft Inventory or your third-party inventory system.
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Location Type
Select the type of material location on the truck. Good: The location for material that can be used to complete a service request at a customers site. Defective: The location of material that has been removed from a customers site. Typically, the worker returns this stock to the central distribution center for inspection or scrap processing.
IN Unit (inventory business unit)
Enter the identification of the inventory business unit with the material storage location that corresponds to the material location type on the workers truck. The inventory business unit must first be defined in PeopleSoft Inventory or your third-party inventory system and inserted in the PeopleSoft CRM system using the Business Unit EIP. Enter the material storage area in PeopleSoft Inventory or your third-party inventory system that corresponds to the material location type on the workers truck. You can define a storage location address in an inventory system using a storage area and up to four levels representing a physical subdivision of the storage area, such as aisles, rows, shelves, and bins.
Area, Level 1, Level 2, Level 3, and Level 4
Important! There are no prompts for the storage location definition fields: Area, Level 1, Level 2, Level 3, and Level 4. Unlike business units, storage location information is not synchronized with your inventory system. You must know the correct storage location definitions to enter. For material movement transactions initiated from the Manage Material page to be successfully recorded in your inventory system, the storage location definition that you enter must define a valid storage location for the inventory business unit referenced in the IN Unit field.
See Also
PeopleSoft 8.8 CRM FieldService PeopleBook, Defining Inventory Storage Locations for Technicians PeopleSoft 8.8 CRM FieldService PeopleBook, Integrating With PeopleSoft Applications PeopleSoft 8.8 CRM FieldService PeopleBook, Managing Service Order Material Requirements PeopleSoft Inventory PeopleBook
Defining Default Signatures

Access the Signature page. In the Notification Signature text box, enter a default signature to be used when sending manual notifications. When this person accesses the Send Notification page, this signature appears in the Message field.
See Also
PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Sending Manual Notifications
Maintaining User Profile Information

Access the User Profile page.
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User Profile Page
See PeopleTools PeopleBook: Security, Setting Up User Profiles In the Contact Roles group box, you can grant security roles to the person associated with the user ID. However, the Role Name field only includes roles that you have permission to grant based on the user ID that you signed in with.
Adding Notes
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Setting Up and Maintaining Provider Groups and Group Members

This chapter provides an overview of provider groups and group members and discusses how to: Establish cost categories for workers. Define provider groups. Define schedules for provider groups. Define group assignment criteria and competencies.
Understanding Provider Groups and Group Members

Provider groups organize groups of workers that provide the services or support offered by your organization. Cases and service orders are assigned first to a provider group and then to a member of a provider group. You can create provider groups that represent workers who service or support specific geographic regions, specific products, or specific customers. Your provider groups might also represent workers who have specific competencies. Each worker that can be assigned to a service order or case must be a member of at least one active provider group.
Provider Group Data Model

As the following diagram illustrates, a provider group definition includes group cost information, group members, an operating schedule, assignment criteria, and competency information.
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Provider Group
Group Costs
Group Members
Schedule
Assignment Criteria
Competencies
Member Costs
Worker
Competencies
Assignment Criteria
Schedule
Provider group and group member data model
Each group member can represent employees or third-party contractors. Cost information can also be defined for each worker in the group. Workers are defined using the Worker component.
Default Assignments for Service Orders

Default assignments for provider groups and group members can be automatically populated for service orders based on the related agreement or service (the defaults for an agreement take precedence over the defaults for a service. For on-demand service orders, the default provider group and group member information comes from the service definition.
System-Suggested Assignments for Cases and Service Orders

For both provider groups and workers, you can define competencies and assignment criteria for provider group and group member assignment searches performed on a case or service order. The system uses the competency and assignment criteria to evaluate the best candidate for assignment to the case or service order. To further inform assignment decisions, the system displays current availability status of each provider group or group member on the candidate list. To determine availability for a provider group, the system uses the schedule informationthe hours of operations and holidaysdefined for the provider group. For group members, the system determines availability using schedule information defined on the workers resource calendar, if available, or standard workweek information defined for the installation. In addition to availability status, the system also displays the current number of open cases assigned to each worker in the list when the assignment search is performed for a case.
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Automatic Assignments for Cases

PeopleSoft CRM performs automatic assignment for regular and self-service cases based on the configuration rules set up at the call center business unit level. Fore each type of cases (regular and self-service), you can configure separate assignment options for provider groups and group members (agents). Regardless of the configuration, an existing provider group or group member assignment is never overwritten. For example, if a provider group is selected for the case through the system-suggested assignment, the system does not attempt to assign a provider group when you save. See PeopleSoft 8.8 CRM Call Center Applications PeopleBook, Defining Call Center Business Units.
Automatic Assignments for Service Orders

Similar to cases, you can enable the CRM system to automatically assign service orders at save time by activating the feature at the field service business unit level. The automatic assignment feature, however, does not overwrite any provider group or group member value that are present on service orders as result of manual, default or system-suggested assignment. See PeopleSoft 8.8 CRM FieldService PeopleBook, Creating and Managing Service Orders, Setting Up Automatic Service Order Assignments.
See Also
Chapter 27, Managing Workers, page 369 Chapter 30, Setting Up and Performing Assignment Searches, page 403 PeopleSoft 8.8 CRM Services Foundation PeopleBook, Setting Up and Managing Agreements and Warranties PeopleSoft 8.8 CRM FieldService PeopleBook, Setting Up Your Services PeopleSoft 8.8 CRM Call Center Applications PeopleBook, Defining Call Center Business Units
Establishing Cost Categories for Workers

This chapter provides an overview of cost categories and discusses how to define them.
Understanding Cost Categories

In PeopleSoft CRM, you can define cost categories to account for the labor costs incurred by your organizationthat is, the cost to provide a worker to perform a service for one of your customers. Define cost categories at the setID level using the Cost Categories page under the Employee Data menu. Once cost categories are defined, establish an hourly cost rate for each category for provider groups on the Provider Group Definition page and for group members on the Group Member page. Defining cost information in PeopleSoft CRM is optionalthe system does not use this information. However, you can use cost rates defined for provider groups and group members to analyze profitability and establish customer billing rates.
See Also
Chapter 28, Setting Up and Maintaining Provider Groups and Group Members, page 383
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Page Used to Define Cost Categories

Page Name Cost Categories Object Name
RF_COST_CAT
Navigation Set Up CRM, Common Definitions, Employee Data, Cost Categories
Usage Define cost categories to account for the cost of labor time to your company.
Defining Provider Groups

This section discusses how to: Define groups. Define group members.
Prerequisites
Before you define provider groups, you must: Define workers using the Worker component. (Optional) Define cost categories.
See Also
Chapter 28, Setting Up and Maintaining Provider Groups and Group Members, Establishing Cost Categories for Workers, page 385 Chapter 27, Managing Workers, page 369
Common Elements Used in This Section

Status Select the persons current status as a member of this provider group: Active or Inactive. Inactive group members cannot be assigned to service orders and cases serviced by this provider group and do not appear in system prompt lists. You cannot change the status of a group member to Inactive if an open service order is assigned to the group member. Similarly, you cannot delete a group member if an open service order is assigned to him or her. Hourly Rate and Currency Multiplier Billable Rate Enter the cost to your company for one hour of labor time charged to this cost category and the currency used for the cost. Enter a numeric value to generate an hourly billing rate based on the hourly rate. Displays the value calculated at save time or the next server trip that reflects the hourly billing rate based on the following formula: Billable Rate = Hourly Rate Multiplier
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Note. As delivered, PeopleSoft CRM does not provide integration with billing systems. Billing data recorded in the system is for informational purposes only.
Pages Used to Define Provider Groups

Page Name Provider Groups Object Name
RF_PROVIDER_GRP
Navigation Workforce, Provider Groups
Usage Define and maintain the groups of people who perform service or support activities. Define the people associated with a provider group.
Provider Group Members
RF_GRP_MEMBER
Workforce, Provider Group Members Click the Details button on the Provider Groups page.
Defining Groups
Access the Provider Groups page.
Provider Groups page (1 of 2)
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Provider Groups page (2 of 2)
Basic Information
Status Select the current status of the provider group: Active or Inactive. An Inactive provider group cannot be selected for service orders and cases and does not appear in system prompt lists. You cannot change the status of a provider group to Inactive if there is an open service order assigned to any group members. Note. When you change the status of a provider group to Inactive, the status of all members in the group is changed to Inactive. You cannot change the status of the members in an Inactive provider group. When you change the status of a provider group from Inactive to Active, the status of the group members remains Inactive. You must manually change the status of each group member to Active. If the status of a group member is changed to Inactive using the Worker component, the group member automatically becomes inactive in his/her provider group. Company Name Select the company associated with the provider group. When a provider group represents staff from a third-party contractor, use this field to define a name for the third-party company. Click the transfer button to access the Company component and define an additional company.
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Notifications
The system uses the notification routing preferences associated with the group members user ID to publish workflow notifications about service order assignment changes that affect the group member. Routing preferences are defined for the group members user profile on the Workflow page of the User Profiles component under the PeopleTools, Security menu. Select the name of the group worklist associated with the provider group. Worklists are established on the Group Worklist page. As your group membership changes, update permissions for the group worklist as necessary. Select to make all automated notifications that are sent to the group go to each members individual worklist instead of to the group worklist. Manual notifications never broadcast, regardless of whether this check box is selected. Select the preferred way of receiving notification: through email, worklist or both. Enter the email address used to send notifications to the provider group. Select the currency used to determine labor costs for the work performed by provider group members. The selected currency becomes the default for new rows in the Group Cost Categories group box. Currency codes are established on the Currency Code page.
Group Worklist Name
Use Members to Broadcast
Preferred Notification Email Address Default Currency Code
Type
For informational purposes only, the Type group box defines whether members of the provider group are internal employees, partner/TPM (partner or third-party maintainer) employees, or both.
Group Cost Categories

The Group Cost Categories area reflects the costs per hour and corresponding billable rates for the members of the provider group. Cost information data is not used by the PeopleSoft CRM system. Cost Category Select the code of the cost category used to account for the labor time of members in the provider group. Cost category codes are defined on the Cost Categories page.
Group Members
(details) Name Click the button to access the Provider Group Member page, where you can view or modify the group member record. Displays the name (first name followed by last name) of the group member. Before you can add a new person to the group, the person must be defined using the Worker component. Click the transfer button next to this field to access the Worker component. Note. You can also define members of the provider group on the Provider Group Member page.
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See Also
Chapter 28, Setting Up and Maintaining Provider Groups and Group Members, Establishing Cost Categories for Workers, page 385 Chapter 27, Managing Workers, page 369 Chapter 6, Working With Notes, page 73
Defining Provider Group Members

Access the Provider Group Member page.
Provider Group Member page
To view details about the selected provider group, click the transfer button next to the provider group ID to access the Provider Group page.
Member Information
Name Displays the name of the group member you entered when adding the record. Note. You can also define members of the provider group on the Provider Group page. Default Currency Code Select the currency used to determine the labor costs for the work provided by the group member. The selected currency becomes the default for
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new rows in the Member Cost Categories group box. Currency codes are established on the Currency Code page.
Member Cost Categories

The Member Cost Categories group box reflects the costs per hour and corresponding billable rates for the member. Cost information data is not used by the PeopleSoft CRM system. Cost Category Select the code of the cost category used to account for the labor time of the group member. Cost category codes are defined on the Cost Categories page.
Assigned Service Orders

You can view assignments for the group member at both the header level and line level of the service order, unless the group member is assigned to both the header and the line. In this case, information is displayed only for the service order line. Unit Service Order Displays the PeopleSoft FieldService business unit where the service order originated. Displays the number of the service order assigned to the group member. Click the transfer button to access that service order.
See Also
PeopleSoft 8.8 CRM FieldService PeopleBook, Setting Up Your Services PeopleTools 8.42 PeopleBook: PeopleTools Security
Defining Schedules for Provider Groups

Schedule information determines when the provider group is available for assignment.
Page Used to Define Schedules for Provider Groups

Page Name Schedule Object Name
RF_PROVGRP_TIME
Navigation
Usage
Workforce, Provider Groups, Define the hours of Schedule operation for a specific provider group.
Defining Schedules
Access the Schedule page.
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Schedule page
To define hours of operation for a provider group: 1. Specify the appropriate time zone. The time periods you define under Hours of Operation are displayed in the time zone you select. 2. Specify the appropriate holiday schedule, if applicable. If the date that an assignment search is performed corresponds to a holiday for a provider group, the system indicates that the provider group is unavailable for assignment. Define holiday schedules using the Holiday Schedule page under the Set Up CRM, Common Definitions, Calendars / Schedules menu. 3. Select the days of the week that the provider group is open for business transactions. If the date that an assignment search is performed corresponds to a day that a provider group is not open for business transactions, the system indicates that the provider group is unavailable for assignment. 4. For each day of the week, specify the hours of operation. Enter start and end times for each work period in the day. Multiple work periods can be entered to represent lunch breaks, shifts, and so forth. Default values for this page are established on the Installation - Calendar Options page under the Set Up CRM, Install, Installation Options menu.
See Also
Chapter 30, Setting Up and Performing Assignment Searches, page 403 Chapter 31, Defining Holiday Schedules, Associating Workers With Holiday Schedules, page 426
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Defining Group Assignment Criteria and Competencies

This section discusses how to: Define assignment criteria. Associate competencies with provider groups.
Pages Used to Define Group Assignment Criteria and Competencies

Page Name Assign Group Criteria Object Name
RF_PRV_GRP_CRIT
Navigation
Usage
Group Competencies
RF_PRVGRP_COMP
Workforce, Provider Groups, Define the criteria used to Assign Group Criteria match a provider group to a case or service order. Workforce, Provider Groups, Associate a provider group Group Competencies with a list of competencies and define the provider groups level of proficiency for each competency.
Define Assignment Criteria

Access the Assign Group Criteria page.
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Assign Group Criteria page
When an assignment search is performed from a case or service order, the assignment engine calculates a point value for each criteria value on the service order or case that the provider group matches, based on the weight, or relative importance, of the match. The sum of the point values becomes the provider groups fit score. Failure to match a criterion does not exclude the provider group from the list of suggested assignment candidates, but it lowers the provider groups total fit score.
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For help desk cases, the assignment engine matches values for location, product, and product group. For service orders and support cases, the assignment engine matches values for customer, site, region, product, and product group. Enter each region, customer, product, product group, and location supported by the provider group.
Region
Region information can be derived from information on the service order or case. At least one region is required.
Customer
If the provider group can support the customer at any site, leave the Site field blank.
Product
Enter the setID and the name of the product and the groups proficiency level for supporting the product. Values available for the Proficiency drop down list box depend on the product rating model specified for the setID on the Assignment Setup page of the Assignment Engine Setup component under the Set Up CRM, Common Definitions, Codes and Auto Numbering, Assignment Weighting Factors menu.
Product Group
Enter the product group that is supported by the provider group.
Location
Enter the location that is supported by the provider group.
See Also
Chapter 30, Setting Up and Performing Assignment Searches, page 403 Chapter 42, Setting Up Products, page 587
Associating Competencies With Provider Groups

Access the Group Competencies page.
Group Competencies page
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PeopleSoft FieldService can evaluate which provider group is best qualified for assignment to a service order by comparing provider group competency and proficiency with the competency and proficiency required for a service or service activity on a service order. Similarly, in PeopleSoft Support and PeopleSoft HelpDesk, the system can evaluate which provider group is qualified for assignment to a case by matching the competency and proficiency that are specified on the case in the Problem Type field (or CTD) with the competency defined for the provider group.
Assigned Competencies
Description Select a competency. Competencies are established on the Competencies page of the Competencies component under the Set Up CRM, Common Definitions menu. Select the provider groups level of expertise for the competency. The rating model defined for the competency on the Competencies page determines the available proficiency values. In PeopleSoft FieldService, the system checks a provider groups proficiency level to determine whether the provider group is qualified to perform work on a service order that requires the competency.
Proficiency
See Also
Chapter 30, Setting Up and Performing Assignment Searches, page 403 Chapter 27, Managing Workers, page 369 Chapter 42, Setting Up Products, page 587
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Managing Workforce Competencies

This chapter provides an overview of competencies and discusses how to define and view competency information in PeopleSoft CRM.
Understanding Competency Definition in PeopleSoft CRM

In PeopleSoft CRM, competencies define the skills of your workforce. You can associate a set of competencies with the provider groups and workers in your system and define the proficiency level that workers or provider groups have for each competency. You can define competency requirements for the services and products that your company services or supports. In PeopleSoft FieldService, you can define a minimum level of competency proficiency required to perform a service or service activity. Similarly, in PeopleSoft call center applications, you can 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 defined for your workforce, the system can generate a list of qualified candidates to assign to a service order. You enter competencies and competency proficiency ratings using components within PeopleSoft CRM, or you can use the Person Competency EIP to synchronize system tables with competency information defined in PeopleSoft Human Resources or a third-party human resource management system. The Person Competency EIP includes two application messages: PERSON_COMPETENCY_FULLSYNC and PERSON_COMPETENCY_SYNC. At initial implementation, your human resources management system publishes a full set of competency records to PeopleSoft CRM using the PERSON_COMPETENCY_FULLSYNC application message. When competency definitions in the human resources management system are added or modified after the initial full synchronization, each change is published to PeopleSoft CRM using the PERSON_COMPETENCY_SYNC application message. The PeopleSoft CRM system is a subscriber to Person Competency EIP messages, not a publisher. Any changes made to competency definitions or ratings in PeopleSoft CRM are not published or synchronized with your human resources management system. Make all updates to competency records in your human resources management system and publish them to PeopleSoft CRM, as illustrated in the following diagram.
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PeopleSoft CRM
PeopleSoft Human Resources or Third-Party Human Resource Management System
CRM Competency Definitions and Ratings
Person Competency EIP
HRMS Competency Definitions and Ratings
Flow of changes from human resources software to PeopleSoft CRM
See Also
Chapter 30, Setting Up and Performing Assignment Searches, page 403 Chapter 42, Setting Up Products, page 587 PeopleSoft 8.8 CRM FieldService PeopleBook, Setting Up Your Services Chapter 3, Setting Up General Options, Setting Up PeopleSoft CRM Application Installation Options, page 30 PeopleTools 8.42 PeopleBook: PeopleSoft Enterprise Integration PeopleSoft 8.8 Application Fundamentals for HRMS PeopleBook
Defining and Maintaining Competency Information in PeopleSoft CRM

If you are not synchronizing competency information with another system using the Person Competency EIP, you manually define competency rating models, competencies, and the competency proficiency of your workers using components in PeopleSoft CRM. This section discusses how to: 1. Define competency rating models. 2. (Optional) Define competency types. 3. Define required competencies. 4. Define competency proficiency levels. 5. Define minimum requirements for service orders and cases.
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Pages Used to Define and Maintain Competency Information in PeopleSoft CRM

Page Name Competency Rating Model Object Name
CM_REVW_RATING_TBL
Navigation Set Up CRM, Common Definitions, Competencies, Competency Rating Model
Usage Define codes for indicating a provider group or workers level of proficiency for a competency and for indicating the minimum competency proficiency required to perform a service or service activity or support a product. Define competency types, broad categories of competencies relevant to particular positions or projects. When a competency is defined, it can be associated with one or more types. Establish competency codes.
Competency Types
CM_TYPE_TABLE
Set Up CRM, Common Definitions, Competencies, Competency Types
Competencies
COMPETENCY_TABLE
Set Up CRM, Common Definitions, Competencies, Competencies
Defining Competency Rating Models

Access the Competency Rating Model page.
Competency Rating Model page
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A rating model specifies how you measure a provider group or workers proficiency for a particular competency. The rating model also defines the minimum level of proficiency for a competency that is required to perform a service or service activity on a service order or support a product on a case. By matching the competency proficiency of workers and provider groups with the competency requirements on a service order, or by matching the competency proficiency of workers and provider groups with the competency requirements defined for the problem type, category, type or detail on a case, the system ranks the suggested qualified candidates to assign to the service order or case.
Rating Levels
Rating Description Enter a code that represents the rating level. When defining a rating, you must enter a code using one alphanumeric character. Enter a description of the rating code using up to 30 alphanumeric characters. Note. Include the numeric number of the rating at the beginning of the rating level description. This enables the system to display the rating descriptions in numerical order instead of alphabetical order on the prompts where users select ratings levels. Rating Points Enter a numeric value that is used by the assignment engine to represent the relative importance of each rating. Important! When defining rating point scales for rating models used to rate the proficiency of a provider group or worker or define the minimum proficiency required for a service or service activity, use a numeric rating system in which the highest number of points represents the highest level of proficiency. Otherwise, the fit score values calculated by the assignment engine will not accurately reflect the best qualified candidate.
See Also
Chapter 30, Setting Up and Performing Assignment Searches, page 403
(Optional) Defining Competency Types

Access the Competency Types page. Although competency types are not used by the system, you can develop reports reflecting competency categories.
Defining Required Competencies

Access the Competencies page.
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Competencies page
Competencies can represent any provider group or worker skills, abilities, knowledge, product support areas, or behaviors pertinent to jobs in your organization, such as the ability to repair and maintain specific products or equipment, knowledge of specialized manufacturing processes, or expertise with computer programming languages. The codes can be broad or detailed and can represent any type of competency. To enable system-suggested assignments on service orders, define each skill required to complete work on a service order as a competency in your system. To enable system-suggested assignments on cases based on the problem type, category, type or detail specified by the user, define competencies that correspond to these information. You can also define other competencies for informational purposes. Description Enter a description using up to 30 alphanumeric characters. Note. Descriptions of competencies that are associated with products are visible to self-service users. These descriptions should make sense in a list of "problem types" that a self-service user sees. For example, competencies like "works independently" or "Microsoft Certification" are probably not appropriate descriptions for problem type competencies. If the product is a Toshiba laptop, appropriate problem type competencies may include "hard drive" and "network connectivity." Rating Model Select the model used to evaluate a provider group or workers degree of expertise for this competency. Rating models are established on the Competency Rating Model page. If youre using competency types, select associated types.
Type
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Defining Competency Proficiency Levels

Competency proficiencies for provider groups are established on the Group Competencies of the Provider Groups component. Similarly, competency proficiencies for workers are established on the Competencies page of the Worker component. The system uses the level of proficiency defined for a given competency to evaluate whether the provider group or worker is qualified to perform work on a service order or provide support on a case. You can also track the competency proficiencies of your workforce for informational purposes.
See Also
Chapter 27, Managing Workers, page 369 Chapter 28, Setting Up and Maintaining Provider Groups and Group Members, page 383
Setting Minimum Requirements for Service Orders or Cases

In PeopleSoft FieldService, the system evaluates which workers are qualified to perform work on a service order by matching the workers proficiency with the minimum competency proficiency requirements defined for a service or service activity on the service order. Similarly, minimum competency proficiency requirements can also be defined for the problem type, category, type or detail information on cases, which are used by the system when performing call center agent assignment.
See Also
PeopleSoft 8.8 CRM FieldService PeopleBook, Setting Up Your Services
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Setting Up and Performing Assignment Searches

The chapter provides an overview of assignment searches and discusses how to: Set up the assignment engine. Perform provider group searches. Perform group member searches.
Understanding Assignment Searches From Cases and Service Orders

In PeopleSoft CRM, you can perform assignment searches to find the provider groups or group members that are best suited to a case or service order. The system returns a list of eligible candidates ranked by fit scorean evaluation of how well each provider group or group member matched criteria on the case or service order. In addition to fit score, the system also displays current availability, and for group member assignment searches performed from a case, the system displays the number of open cases currently assigned to the group member. You may choose any candidate on the list, regardless of the fit score, current availability, or case load. You can also manually select a provider group or group member that does not appear on the list of eligible candidates. This section provides common elements and discusses: Assignment criteria. Candidate selection and fit score generation.
Common Elements Used in This Chapter

Activity Displays the activity from the service order line. Because a competency may be required for more than one activity, this column indicates which activity the competency applies to. This column does not appear when the assignment search is performed from a case.
Assignment Criteria
The assignment engine uses the following information to generate the candidate list returned for provider group or group member assignment searches: Assignment criteria. Case-specific competency.
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Service competency. Weighting factors.
Assignment Criteria
You can define values for customer, site, region, location, product group, and product for provider groups or group members. These values can be matched to values entered on or derived from the service order or case. The weight, or relative importance, of each assignment criteria match determines a candidates fit score. Failure to match an assignment criteria value on a case or service order lowers the fit score but does not exclude a provider group or group member from the list of eligible candidates. However, if the Display Provider Groups and Group Members with no Criteria Matches check box on the Assignment Setup page is not selected, then a provider group or group member must match at least one criteria or competency value to be included in the list. The assignment engine uses a different set of assignment criteria values when searching for a case in PeopleSoft HelpDesk, a case in PeopleSoft Support, or a service order in PeopleSoft FieldService. As illustrated in the table below, the assignment engine matches values for location, product, product group, problem type and CTD (Category, Type and Detail) for help desk cases. For support cases, the assignment engine matches values for customer, site, region, product, product group, problem type and CTD. For service orders, the assignment engine matches values for customer, site, region, product group, product, service (or service activity) competency.
PeopleSoft FieldService N/A N/A
PeopleSoft Support Competency - CTD Competency - Problem Type Competency - Service Customer Location Product Product Group Region Site X X
PeopleSoft HelpDesk X X
N/A X N/A X X X X
N/A N/A X X X N/A N/A
X X N/A X X X X
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As mentioned previously, the competency defined for region can be used by the assignment engine to perform service order and support case assignment. A region search occurs when the Incident Address section is available on a case or service order (according to the associated configuration template) with a specified incident location. The assignment engine runs the region search based on the zip code specified in the incident location. Before using regions as assignment criteria, you need to: Use the Region component to add zip codes as individual regions. Create a region, such as the Santa Clara county, and make this the parent region for all appropriate zip codes. Regions should be defined with the category of Geography. Zip codes regions should be first generation children of the regions associated to the workers. When the assignment engine runs, the region is determined by the zip code of the incident location. The system looks for the zip code in the region table, with a category of Geography, and uses the parent region to match in the assignment engine. If a zip code cannot be determined, a region search will not occur.
Case-Specific Competency
For assignment searches performed from cases, the problem type and CTD competencies can be matched with competencies defined for a group member or provider group. You can specify competencies for the Problem Type, Category, Specialty Type and Detail fields to be used when the system performs an assignment search from a case in PeopleSoft Support or PeopleSoft HelpDesk. The assignment engine matches the competency values specified in these fields on the case with group members or provider groups that have been associated with the same competency values. Any provider group or group member that does not meet the minimum competency proficiency defined for the CTD will not have a match for the competency. Note. For the competency defined for CTD: if the case has values in the Category, Specialty Type and Detail fields, the assignment engine uses the competency information defined for detail when performing the assignment search. If values are available in the Category and Specialty Type fields, the competency information for type will be used. If the case only has the Category value, the competency information for category will be used.
Service Competency
For provider group or group member assignment searches performed for service orders, the assignment engine can also match the competency proficiency of the provider group or group member with the minimum competency proficiency requirements on the service. Any provider group or group member that does not meet the minimum competency proficiency defined for the service or service activity will not have a match for the competency. The service competency data used by the assignment engine depends on two factors: Whether competency data has been defined for a service or the service activity. Whether the assignment search is initiated from the service order default line attributes or the service order line. If activities have been defined for the service, the assignment engine uses only the competency requirements defined for the activities, even if competencies are also defined for the service. If the assignment search is performed from the service order default line attributes for a service with one or more activities, the system evaluates provider group or group member competency against the competency requirements defined for all activities associated with the service. If the assignment search is performed from the service order line, only the competency requirements of the activity on the line are considered.
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If no activities are defined for the service, the assignment engine uses the competency information defined for the service. If no competencies are defined for the service, the assignment engine does not perform a competency match. In this case, only assignment criteria matches are used to evaluate candidates for service order assignment.
Weighting Factors
You can define the relative importance of assignment criteria for provider group and group member searches. These weights may differ between the provider group and group member. For example, if Competency - CTD (applicable to support and help desk cases) have no importance when assigning provider groups in cases, but region is important, then set the group weight for Competency - CTD to 0 and the weight for Region to 5. If Competency - CTD and product are equally important and customer is somewhat important for group member searches, then set the weights for Competency - CTD, Product and Customer to 5, 5, and 3.
Assignment Search Data Model

The following diagram illustrates the information the assignment engine uses to generate a list of provider group or worker candidates to assign to tasks on a help desk case, support case, or service order and display current availability status.
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Provider Group and Worker Assignment Data
Case and Service Order Assignment Data
PROVIDER GROUP
SCHEDULE hours of operations holiday schedule
COMPETENCIES For problem types and CTD (defined for case assignments) For services (defined for service order assignments)
ASSIGNMENT CRITERIA Customer Site Location Region Product Product Group
HELPDESK CASE Location Product Product Group Current Time Competencies (Problem Type and CTD)
SUPPORT CASE Customer Site Region Product Product Group Current Time Competencies (Problem Type and CTD)
WORKER SERVICE ORDER Customer Contact Site Region Product Product Group Required Start and End Dates and Times Service
RESOURCE CALENDAR standard work hours assigned tasks
COMPETENCIES For problem types and CTD (defined for case assignments) For services (defined for service order assignments)
ASSIGNMENT CRITERIA Customer Site Location Region Product Product Group
Service
Competencies
SERVICE ORDER LINE Required Start and End Dates and Times Activity
Activity
Competencies
Data model for assignment criteria matches
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See Also
Chapter 28, Setting Up and Maintaining Provider Groups and Group Members, page 383 Chapter 32, Using Resource Calendars, page 429 Chapter 29, Managing Workforce Competencies, page 397 Chapter 27, Managing Workers, Defining Workers, page 371 Chapter 42, Setting Up Products, Defining Products, page 599 PeopleSoft 8.8 CRM FieldService PeopleBook, Setting Up Your Services PeopleSoft 8.8 CRM Call Center Applications PeopleBook, Setting Up Call Center Prompt Tables
Candidate Selection and Fit Score Calculations

For both provider group and group member searches, the assignment engine builds a table representing each criteria match between provider groups or group members and the values on a service order or case. After completing the search, the system returns a list of the groups or group members with criteria matches. The list is sequenced by the aggregate fit score of the provider groups or group members.
Selecting Assignment Candidates

For each assignment criteria match between a provider group or group member and the assignment criteria evaluated for the help desk case, support case, or service order, the system inserts a row into the Criteria Fit table, RF_ASSIGN_FIT (a temporary table). Each row includes the name of the group member or provider group, the criteria that was matched, and the relative importance, or weight, of the match. The weight value for the match becomes the number of points assigned to the match. For matches on problem type competency, CTD competency or both, the number of points depends on the number of competencies and the provider group or group members proficiency for that competency or competencies. For service competency matches, the number of points also depends on the number of competencies and the provider group or group members proficiency for that competency or competencies. For these reasons, the number of competency points may be less than the competency weight.
Determining Availability
The system determines the availability status of each provider group or group member. For provider groups, the system checks the hours of operation and the holiday schedule defined for the provider group on the Schedule page of the Provider Groups component. If the required start and end dates and times on a service order or the current date and time on a case correspond to an open period for the provider group and the start and end dates are not on their holiday schedule, the provider group is considered available for assignment. For provider group members, the system checks for tasks on the workers resource calendar. If the required start and end dates and times on a service order or the current date and time on a case correspond to a period during the group members standard work hours for which no other task has been assigned, the group member is considered available for assignment. Standard workweek and workday hours for your workforce are established at installation on the Calendar Options page under the Set Up CRM, Install, Installation Options menu. The standard workweek and workday hours can be modified for individual workers on the Schedule page of the Worker component.
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Determining Current Assignments

For group member assignment searches performed from a case, the system determines how many open cases are currently assigned to the group member. To facilitate workload balancing, this information is displayed for each agent returned for a group member search.
Calculating Candidate Fit Scores

For each provider group or group member with a criteria match recorded in the Criteria Fit table, the system sums the weight value associated with each criteria match row and calculates the fit score for the provider group or group member using the following equation: Fit score =
100 where the number of possible match points is defined by the criteria weight factor. For example, for a group member assignment search, suppose Jon Smith matched three assignment criteriaregion, customer, and siteon a service order for which no competency requirements were defined. The assignment weighting factor for each assignment match that applies to service orders is as follows: Customer = 5, Region = 4, Product = 3, Site = 0, Competency - Service = 4. The total number of possible match points is the total of the weight values: 5 + 4 + 3 + 0 + 4 = 16. For the service order in this example, Jon Smith matched region, customer, and site. His total number of match points is calculated as follows: 4 + 5 + 0 = 9.
Jons fit score =
100 = 56%
Accounting For Competency Proficiency on a Service Order

When calculating fit scores for service order assignments, the assignment engine accounts for the provider group or group members competency proficiency and the relative importance of the competency defined for the service or service activity using the following equation:
Competency score = CnWt is the weight of the competency defined for the service or service activity, CnCP is the candidates proficiency rating for the competency, and CnMP is the maximum proficiency rating.
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For example, suppose the service order in the previous example was for an Air Conditioner Maintenance service with no activities. The Air Conditioner Maintenance service has two competency requirements: a Basic Maintenance competency and a Compressor Replacement competency. The Basic Maintenance competency requires a minimum proficiency of 2 on a 1 to 6 rating scale, where 6 is the maximum proficiency rating. The Compressor Replacement competency requires a minimum proficiency of 3 on the same rating scale. The service definition for Air Conditioner Maintenance weights the relative importance of the Basic Maintenance competency for performing the service as a 5 on a 0 to 5 scale, while the relative importance of the Compressor Replacement competency is weighted at 2 on the same scale. The next table summarizes the competency data for the Air Conditioner Maintenance service:
Competency Minimum Proficiency Relative Importance to the Service (CnWt) Maximum Proficiency on Rating Model (CnMP) 6 6
Basic Maintenance (C1) Compressor Replacement (C2)
2 3
5 2
The next table shows the competency proficiency rating for three technicians, Jon Smith, Bill Jones, Jane Markowitz:
Worker Basic Maintenance Competency Proficiency (C1CP) 4 2 5 Compressor Replacement Competency Proficiency (C2CP) 3 0 4
Jon Smith Bill Jones Jane Markowitz
The competency score for each technician is calculated as follows:
Jon Smiths competency score =
= 0.62
Bill Jones competency score =
= 0.24
Notice that Bill Jones did not match the proficiency requirements for the Compressor Replacement competency so no points for the match were included in the calculation.
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Jane Markowitzs competency score =
= 0.79
To calculate the fit score for each worker, the competency score is multiplied by the assignment weighting factor defined for competency criteria matches in your installation. Lets assume the same criteria weight factors as in the previous fit score calculation example: Customer = 5, Region = 4, Product = 3, Site = 0, Competency - Service = 4. Lets also assume that, except for the competency proficiency on competency - service, Jon, Bill, and Jane matched on identical criteria. Their fit scores are calculated as follows:
Jon Smiths fit score =
= 0.717
Bill Joness fit score =
= 0.622
Jane Markowitzs fit score =
= 0.76
The assignment engine would sort these candidates as follows: Jane Markowitz, 76% Jon Smith, 72% Bill Jones, 62% If you view the detail scores, the system displays the criteria matches that compose the fit scores. For example, under Jon Smiths name you would see the following breakdown:
Criteria Region Customer Site Competency - Service Competency - Service Basic Maintenance Compressor Replacement Competency 4/16 = 25% 5/16 = 31.3% 0/16 = 0% (4 (5 4) / 42) / 16) = 11.90% (4 (2 3) / 42) / 16) = 3.6% Score
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Accounting For Competency Proficiency on a Case

Similar to calculating service and service activity competencies, when the assignment engine calculates fit scores for case assignments, it accounts for the provider group or group members competency proficiency and the relative importance of the competency values specified for problem type or CTD on the case using the following equation:
Competency score = CnWt is the weight of the competency defined for the problem type or CTD, CnCP is the candidates proficiency rating for the competency, and CnMP is the maximum proficiency rating. For example, suppose the case involves a problem with a PC computer and the required problem type competency and category competency are IBM PC Hardware and PC Configuration respectively. If Jon Smith has a proficiency of 4 on a 1 to 6 rating scale for both competencies, then Jons competency score for problem type is:
= 0.666 His competency score for the category is also 0.666. Lets assume the criteria weight factors are set as follows: Customer = 5, Region = 4, Product = 3, Site = 0, Competency - Problem Type = 4, Competency - CTD = 4 If Jon Smith matches the customer and competencies on the case, then his fit score is calculated as follows:
Jon Smiths fit score =
= 0.516 or 52%
Accounting For Product Proficiency on a Service Order or Case

When calculating fit scores for service order and case assignments, the assignment engine accounts for the provider group or group members product proficiency using the following equation:
Product score = PCP is the candidates proficiency rating for the product, and PMP is the maximum proficiency rating. For example, suppose the case or service order involves a problem with an air conditioner product. If Bill Jones has a proficiency of 2 for this product on a 1 to 6 rating scale, then Bills product score is:
= 0.333 Lets assume the criteria weight factors are the same as in the previous examples: Customer = 5, Region = 4, Product = 3, Site = 0, Competency - Problem Type = 4, Competency - CTD = 4
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If Bill Jones matches the customer and product on the case or service order, then his fit score is calculated as follows:
Bill Jones fit score =
= 0.299 or 30%
Setting Up the Assignment Engine

To set up the assignment engine: Define worker schedules and assignment criteria. Define provider group schedules and assignment criteria. Associate competency information with services and service activities (service order-specific). Associate competency information with problem types (case-specific). Associate competency information with categories, and specialty types and details within categories (case-specific). Establish weighting factors for provider group criteria matches. Establish weighting factors for group member criteria matches. Specify assignment engine setup.
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Pages Used to Set Up the Assignment Engine

Page Name Group Weighting Factors Object Name
RF_ASSIGN_WGHT_PG
Navigation Set Up CRM, Common Definitions, Codes and Auto Numbering, Assignment Weighting Factors, Group Weighting Factors
Usage Establish the relative importance of assignment criteria matches for customer, location, product, product group, region, site, and competency values on CTD, problem type and service during assignment searches for provider groups. Establish the relative importance of assignment criteria matches for customer, location, product, product group, region, site, and competency values on CTD, problem type and service during assignment searches for provider group members. Specify the rating model used to define proficiency levels for product competencies and configure search results.
Member Weighting Factors
RF_ASSIGNMENT_WGHT
Set Up CRM, Common Definitions, Codes and Auto Numbering, Assignment Weighting Factors, Member Weighting Factors
Assignment Setup
RF_PRD_RATE_MDL
Set Up CRM, Common Definitions, Codes and Auto Numbering, Assignment Weighting Factors, Assignment Setup
Defining Worker Schedules and Assignment Criteria

Workers are defined using the Worker component in the Workforce menu.
Defining Holiday Schedules and Standard Workdays

Holiday and workweek information helps determine availability. Use the Job Detail page to specify a holiday schedule. Use the Schedule page if a workers standard workweek differs from the information defined for the installation on the Calendar Option page. Note. You are not required to define standard workweek information for your installation or individual workers. However, the system requires this information to automatically create entries on a workers calendars when a service order is assigned to the worker.
Defining Assignment Criteria

Define assignment criteria on the Criteria page. Criteria information is not required.
Associating Competencies With Workers

You define competency information for the worker on the Competencies page. Competency information is not required.
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See Also
Chapter 27, Managing Workers, page 369
Defining Provider Group Schedules and Assignment Criteria

Every worker who can be assigned to a case or a service order must be associated with an active provider group. Provider groups are defined using the pages of the Provider Groups component in the Workforce menu.
Defining Hours of Operation

Define the hours of operation and holiday schedule for a specific provider group on the Schedule page. This information determines when the provider group is available for assignment.
Defining Assignment Criteria

Define criteria on the Assign Group Criteria page. Region criteria is required when defining provider groups.
Associating Competency Information With the Provider Group

You associate competency information with the provider group on the Group Competencies page. Competency information is not required.
See Also
Associating Competency Information With Services and Service Activities

You can associate competency values with services or service activities that are used by the system to perform service order assignment. Service and service activity competency information is not required. See PeopleSoft 8.8 CRM FieldService PeopleBook, Setting Up Your Services, Defining Services. See PeopleSoft 8.8 CRM FieldService PeopleBook, Setting Up Your Services, Assigning Activities to Services.
Associating Competency Information With Problem Types

You use problem types to associate competencies with products that a worker would need to resolve a problem with the product. Specific to cases, the setup is performed using the Problem Type page under the Set Up CRM, Product Related, Call Center menu. Problem Type competency information is not required. See PeopleSoft 8.8 CRM Call Center Applications PeopleBook, Setting Up Call Center Prompt Tables, Setting Up Prompt Tables for Cases.
Associating Competency Information With Categories, Specialty Types and Details

You can associate competency values with case categories, types (within categories) and details (within types) during setup. Though not required, the competency information defined in these three areas can be used as additional criteria for performing provider group and group members searches.
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See PeopleSoft 8.8 CRM Call Center Applications PeopleBook, Setting Up Call Center Prompt Tables, Setting Up Prompt Tables for Cases.
Establishing Weighting Factors for Provider Group Criteria Matches

Access the Group Weighting Factors page.
Group Weighting Factors page
Select the relative importance of a provider groups assignment criteria matches for customers (support and help desk cases), locations (help desk cases), products (all), product groups (all), regions (services and support cases), sites (services and support cases), and competency on CTD (services and support cases), problem type (support and help desk cases) and service (services).
See Also
Establishing Weighting Factors for Group Member Criteria Matches

Access the Member Weighting Factors page.
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Select the relative importance of a group members assignment criteria matches for customers (support and help desk cases), locations (help desk cases), products (all), product groups (all), regions (services and support cases), sites (services and support cases), and competency on CTD (services and support cases), problem type (support and help desk cases) and service (services).
See Also
Specifying Assignment Engine Setup

Access the Assignment Setup page.
Assignment Setup page
Rating Model
Select the rating model to indicate required proficiency levels for products. Rating models are established using the Competency Rating Model page in the Competencies component under Set Up CRM, Common Definitions menu. Select the page that the system initially returns when a search is performed. Summary: The system displays the Provider Group Summary page when a provider group search is performed and the Candidate Summary page when a provider group member search is performed for a technician or agent. Detail: The system displays the Provider Group Detail page when a provider group search is performed and the Candidate Detail page when a provider group member search is performed for a technician or agent.
Default Assignment Page
Display Provider Groups and Group Members with no Criteria Matches
Select to enable all provider groups and group members to be displayed as part of the assignment engine search results when you click Suggest a Provider Group or Suggest a Group Member from a case or service order. Clear the check box if only the provider groups and group members which have criteria matches should be displayed in the search results.
See Also
Chapter 29, Managing Workforce Competencies, Defining Competency Rating Models, page 399
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Performing Provider Group Searches

This section provides common elements and discusses how to interpret: Provider group summary search results. Provider group detail search results.
See Also
PeopleSoft 8.8 CRM FieldService PeopleBook, Creating and Managing Service Orders, Setting Up Automatic Service Order Assignments

Provider Group Name Displays the name of the eligible provider group. Click the button next to the name to access the Provider Group component and view the provider group definition record. Click to select the corresponding provider group and return to the service order or case. Displays an availability indicator. A green circle indicates that the group or group member is available for assignment; a red square indicates that the group or group member is unavailable. Note. The Available column is not displayed if no start or end period was specified on the service order.
Select Available
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Pages Used to Perform Provider Group Searches

Page Name Provider Group Summary Object Name
RF_ASSIGN_PG_SEC
Navigation From the Service Order page in PeopleSoft FieldService, click one of the Suggest Group buttons. From the Case page in PeopleSoft Support or PeopleSoft HelpDesk, click the Suggest a Provider Group button. Click the Summary link on the Provider Group Detail page.
Usage Select from a ranked list of provider groups that can be assigned to a service order or a case.
Provider Group Detail
RF_ASSIGN_PGDT_SEC
From the Service Order page in PeopleSoft FieldService, click one of the Suggest Group buttons. From the Case page in PeopleSoft Support or PeopleSoft HelpDesk, click the Suggest a Provider Group button. Click the Detail link on the Provider Group Summary page.
View the assignment criteria matches and associated scores that compose a provider groups aggregate fit score.
Interpreting Provider Group Summary Search Results

Access the Provider Group Summary page.
Provider Group Summary page
Click the Detail link to access the Provider Group Detail page and view the assignment weight factors used to calculate the fit scores.
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The page lists provider groups that matched at least one assignment criteria value on the case or service order. Click the Return To Case or Return to Service Order link to go back to the component (case or service order) where this page is accessed. Score Displays the total fit score of the provider group.
Interpreting Provider Group Detail Search Results

Access the Provider Group Detail page.
Provider Group Detail page
Click the Summary link access the Provider Group Summary page. Click the Return To Case or Return to Service Order link to go back to the component (case or service order) where this page is accessed. Score Displays the provider groups score for the criteria match based on the assignment weight factor defined on the Group Weighting Factors page in the Assignment Engine Setup component. Displays the total fit score of the provider group. Displays the criteria code on the case or service order that the provider group matched. Values for each criteria code are associated with provider groups on the Assign Group Criteria page in the Provider Groups component.
Total Score Criteria Code
Performing Group Member Searches

This section provides common elements and discusses how to interpret: Group member summary search results.
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Group member detail search results.
See Also
PeopleSoft 8.8 CRM FieldService PeopleBook, Creating and Managing Service Orders, Setting Up Automatic Service Order Assignments

Name Number of Cases Displays the name of the eligible group member. Click the button next to the name to access the Worker component and view the worker definition record. Displays the number of cases that are assigned to an agent. This column only appears for worker assignment searches performed from a case in PeopleSoft Support or PeopleSoft HelpDesk. Indicate a group member to assign by selecting the appropriate check box in this column and clicking the Select button. If the assignment is for a service order line, you can select multiple group members.
Select
Pages Used to Perform Group Member Searches

Page Name Candidate Summary Object Name
RF_ASSIGN_LIST_SEC
Navigation From the Service Order page in PeopleSoft FieldService, click the Suggest Group Member button. From the Case page in PeopleSoft Support or PeopleSoft HelpDesk, click the Suggest an Agent button. Click the Summary link on the Candidate Detail page.
Usage Select from a ranked list of workers that can be assigned to a service order or a case.
Candidate Detail
RF_ASSIGN_DET_SEC
From the Service Order page in PeopleSoft FieldService, click the Suggest Group Member button. From the Case page in PeopleSoft Support or PeopleSoft HelpDesk, click the Suggest an Agent button. Click the Detail link on the Candidate Summary page.
View the assignment criteria matches and associated scores that compose a candidates aggregate fit score.
Interpreting Group Member Summary Search Results

Access the Candidate Summary page.
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Candidate Summary page
Note. A provider group must be specified on the case or service order before you perform a search on group members. Click the Detail link to access the Candidate Detail page and view the assignment weight factors used to calculate the total fit scores. Click the Return To Case or Return to Service Order link to go back to the component (case or service order) where this page is accessed. The page lists the members in the provider group who matched at least one assignment criteria value on the case or service order. For Support and HelpDesk cases, the system shows the number of open cases currently assigned to each provider group member on the list. Score Displays the total fit score of the worker.
Interpreting Group Member Detail Search Results

Access the Candidate Detail page.
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Candidate Detail page
Click the Summary link to return to the Candidate Summary page. Click the Return To Case or Return to Service Order link to go back to the component (case or service order) where this page is accessed. Score The workers score for each criteria match based on the criteria assignment weight factor for the criteria code defined on the Member Weighting Factors page in the Assignment Engine Setup component. Displays the total fit score of the group member. Displays the criteria code on the case or service order that the candidate matched. Values for each criteria code are associated with workers on the Assign Criteria page in the Worker component.
Total Score Criteria Code
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Defining Holiday Schedules

This chapter provides an overview of holiday schedules and discusses how to: Define holiday schedules. Associate provider groups with holiday schedules. Associate workers with holiday schedules. Updating workers calendars with specified holiday schedules.
Understanding Holiday Schedules

In PeopleSoft CRM, you can associate holiday schedules with provider groups and with individual workers. You can schedule a process to update worker calendars to reflect holiday information. On calendars, holidays appear as a type of task. In PeopleSoft FieldService, the assignment engine indicates that an eligible provider group or worker is not available for assignment if the period defined by the required start and end dates on a service order coincides with a defined holiday. Similarly, in PeopleSoft call center applications, the assignment engine indicates that a provider group or worker is not available for case assignment if the date when the assignment search is performed corresponds with a defined holiday. (Regardless of availability, however, provider groups and workers can always be manually assigned to a case or service order.) Important! Workers do not inherit holiday schedules from their provider groups. Because workers can belong to multiple provider groups, you must define and maintain holiday schedules for workers and provider groups separately. If your business requires that a workers holidays correspond to those of the provider group to which he or she belongs, you must institute a manual process to ensure synchronization of holiday schedules.

This section discusses how to: Define standard workweek information. Define holidays.
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Page Used to Define Holiday Schedules

Page Name Holiday Schedule Object Name
HOLIDAY_SCHED_TBL
Navigation
Usage
Set Up CRM, Common Define a group of holidays. Definitions, Calendars / Schedules, Holiday Schedule
Defining Standard Workweek Information

Define standard workweek information on the Calendar Options page of the Installation Options component in the Set Up CRM, Install menu. PeopleSoft CRM uses standard workweek information to determine the start and end time of holidays. The start and end times set for the installation are displayed on worker calendars as the start and end times of the holiday.
See Also
Chapter 3, Setting Up General Options, Setting Up PeopleSoft CRM Application Installation Options, page 30
Defining Holidays
Access the Holiday Schedule page. When you add a new date to the list of holidays, you can enter a description using up to 30 alphanumeric characters. This description is displayed on the workers calendars.
Associating Provider Groups With Holiday Schedules

Specify the appropriate holiday schedule on the Schedule page of the Provider Groups component in the Workforce menu. The assignment engine checks the holiday schedule and hours of operation defined for a provider group to determine whether an eligible provider group is available for assignment to a service order or case.
See Also
Chapter 28, Setting Up and Maintaining Provider Groups and Group Members, Defining Schedules for Provider Groups, page 391
Associating Workers With Holiday Schedules

Associate workers with the appropriate holiday schedule on the Job Detail page of the Worker component. When a holiday schedule is selected for a worker, the system updates the workers calendar to reflect the selected holiday schedule when the Worker component is saved. If no holiday schedule is selected for a worker, no holidays are reflected on the workers calendar.
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Note. If you change a workers holiday schedule on the Job Detail page, when the page is saved, the system deletes all existing holidays on the workers calendar and records the holidays of the new schedule starting from the beginning of the calendar year.
See Also
Chapter 27, Managing Workers, Defining Workers, page 371
Updating Workers Calendars with Specified Holiday Schedules

This section discusses how to update a workers calendar after it has been associated with a new holiday schedule.
Page Used to Update Workers Calendars with Specified Holiday Schedules

Page Name Holiday Load Object Name
RUN_CNTL_RF1000
Navigation Workforce, Load Holidays, Holiday Load
Usage Update worker calendars with the specified holiday schedules.
Updating Workers Calendars with Specified Holiday Schedules

Access the Holiday Load page.
Holiday Load page
You should maintain one holiday schedule per region or per segment of your workforce and periodically add new dates to each holiday schedule to reflect the official holidays of the next year. When you add additional dates to the holiday schedules you define with the Holiday Schedule page, run the Load Holiday process. For example, you might define the holidays for the next year in the last quarter of the current year. After defining the holiday dates for the coming year, run the Load Holiday process so that the new dates are recorded on the calendars of your workforce.
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Note. When you run the Load Holiday process, the system updates workers calendars to reflect the changes in the associated holiday schedule from the current date forward. If a holiday for a date prior to the current date is deleted from the schedule, the system does not delete the past holiday from the calendars. However, if a holiday for a future date is deleted from or added to the holiday schedule, the system updates calendars to reflect the holiday schedule changes. The Load Criteria group box indicates the parameters for the Holiday Load process. One Worker Select this option to load the holiday schedule for the worker you specify in the Name field. A holiday schedule must first be associated with the worker on the Job Detail page of the Worker component. Select this option to load the holiday schedule you specify in the Holiday Schedule field for all workers currently defined in your system who have the specified holiday schedule. Select this option to load the holiday schedule associated with each worker in your system. A holiday schedule must first be associated with each worker on the Job Detail page of the Worker component.
All Workers/One Schedule
All Workers/All Schedules
See Also
PeopleTools 8.42 PeopleBook: PeopleSoft Process Scheduler
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Using Resource Calendars

This section provides an overview of resource calendars and discusses how to: Set up worker calendars. Integrate resource calendars with third-party voice-recognition applications.
Understanding Resource Calendars

In PeopleSoft CRM, every worker is associated with a monthly and daily calendar. Workers and managers can update calendars to reflect daily tasks. In PeopleSoft Sales, system events can automatically update the calendar of a sales representative to reflect leads and opportunities. Similarly, in PeopleSoft FieldService, system events can automatically update the calendars of technicians to reflect service order assignments. When suggesting eligible candidates to assign to a service order and case, the system checks the availability of the qualified workers. If a worker has another task scheduled, or if begin and end times of the task are not within the workers scheduled work hours, the system indicates that the worker is unavailable. Task types define the category of task. The task type definition determines whether users can enter or modify a task of a specific type on a daily calendar. Some task types, such as task types for holidays and service orders, can only be assigned, modified, or deleted by the system. The system includes the following predefined task types. Appointment. Company Holiday. Corporate Event. Corporate Training. Demonstration. Disability. Do Not Contact This Person. E-Mail. Education-College/Univ. Fax. Follow-up. In Transit to Job Site. Meeting. Note.
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Personal Time Off. Phone Call. Planned Leave. Postal Mail. Research. Response to Marketing Campaign. Scheduled Break. Service Order. Sick Time. Vacation. Web Conference.
See Also
Chapter 30, Setting Up and Performing Assignment Searches, page 403
Setting Up Worker Calendars

This section discusses how to: Define task types. Update monthly calendars. Update daily calendars.
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Pages Used to Set Up Worker Calendars

Page Name Task Types Object Name
RF_TASK_TYPE
Navigation Set Up CRM, Common Definitions, Calendars / Schedules, Task Types Workforce, Monthly Calendar Click the Monthly Calendar link on the Daily Calendar page. Click the workers name on the Dispatch Board in PeopleSoft FieldService.
Usage Define categories of tasks to appear on monthly and daily calendars. View and update tasks and events recorded on a workers monthly calendar.
Monthly Calendar
RF_SCHED_MONTH
Daily Calendar
RF_SCHED_TASK1
Workforce, Daily Calendar View and update a persons daily task list. From the Monthly Calendar page, click a scheduled task or a date number link. Click the gray bar that represents task for a worker on the Dispatch Board in PeopleSoft FieldService
Defining Task Types

Access the Task Types page. Allow Calendar Update Include In Available Hours Select to enable users to add tasks of this type on the Daily Calendar page. Select to enable the system to consider workers as available during the time they are assigned to this task type. The information is used by the assignment engine when determining the availability of group members, and the Technician Utilization Rate Analysis Smart View when determining group members total number of working hours for the analysis.
See Also
PeopleSoft 8.8 CRM FieldService PeopleBook, Managing Your Field Service Operations, Working With the Utilization Rate Smart View Chapter 30, Setting Up and Performing Assignment Searches, Candidate Selection and Fit Score Calculations, page 408
Updating Monthly Calendars

Access the Monthly Calendar page.
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Monthly Calendar page
Click the Synchronize with PIM button to synchronize with the workers Microsoft Outlook calendar. The button appears only if the PIM Acct Name field is populated for the worker on the Worker page under the Manage Workforce component. (previous year) and (next year) (previous month) and (next month) You can also select a month from the drop-down list box and enter a specific year. Click the Current Month link to return to the calendar for the current month after navigating to other months or years. The system highlights the current day and displays non-work days in light gray. For each day of the month, the system displays previously scheduled tasks in order of their start times. Start times are for the time zone associated with the worker on the Work page of the Worker component. Click to move to the previous or next month. Click to move to the previous or next year.
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Click a scheduled task or date number link to access the workers Daily Calendar page, where you can add, modify, or view details for scheduled tasks.
See Also
Updating Daily Calendars

Access the Daily Calendar page.
Daily Calendar page
Start Time and End Time
Displays the scheduled task times. Note. The time zone of the start and end times reflects the location associated with workers on the Work page of the Worker component.
Description
Describe the task using up to 254 alphanumeric characters. Note. When a service order is assigned to a worker, a task representing the service order assignment is added to the workers calendar. For service order tasks, the description shown on the calendar is the description of the service activity, if available. If no description of the service activity is available, the system displays the service description on the calendar. Also, if there are multiple activities on the service order assigned to the worker for the same time, the system displays a task for each activity.
Service Order
Displays the assigned service order ID. This column appears on the calendars of provider group members. Click the link to access the service order on the Service Order page. Displays the assigned opportunity. This column only appears on the calendars of sales staff. Click the link to access the opportunity information on the Opportunity Detail page. Displays the assigned sales lead. This column only appears on the calendars of sales staff. Click the link to access the lead information on the Sales Lead Details page.
Opportunity
Lead Name
See Also
PeopleSoft 8.8 CRM FieldService PeopleBook, Creating and Managing Service Orders PeopleSoft 8.8 CRM Sales PeopleBook, Setting Up Sales Security and Personalization
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Integrating Resource Calendars With Third-Party Voice-Recognition Applications

PeopleSoft CRM delivers two enterprise integration points (EIPs) to integrate resource calendar functionality with third-party voice recognition applications: the Calendar EIP and the Task Type EIP. Please refer to the following documentation for more information on EIP catalogs.
See Also
PeopleTools 8.42 PeopleBook: PeopleSoft Enterprise Integration
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Interactions and 360 Degree Views

Chapter 33 Working with Interactions Chapter 34 Setting Up the 360-Degree View Chapter 35 Using the 360-Degree View
CHAPTER 33
Working with Interactions

This chapter provides an overview of interactions and discusses how to: Set up interaction statuses. View interactions.
Understanding Interactions
This section provides overviews of: Interactions and subinteractions. Contact methods and statuses. Interaction creation. Interaction display. Interaction notes.
Interactions and Subinteractions

Interactions are communications between you and your customers. Tracking such communications gives you valuable insights into your customer-related activities. When an interaction relates to a specific CRM transaction (for example, a lead, an order, a case, and so forth), that transaction is considered a subinteraction. Notes associated with an interaction are also considered subinteractions. A single interaction can have zero, one, or many subinteractions.
External Customers Versus Workers

Different types of subinteractions can be created depending on whether an interaction is for an external customer or for a worker. In most CRM applications, your customers are external to your organization. Any person or organization whose data is managed in one of the customer components (company, contact, consumer, and site) is considered an external customer. However, in PeopleSoft HelpDesk and PeopleSoft HelpDesk for Human Resources, your customers are internalpeople whose data is managed in the Worker component. The worker component is used to manage data not only for your help desks internal customers, but also for CRM staffusers such as salespeople, call center agents, and field service technicians. Because a worker can function as either a customer or as CRM staff, the creation of a worker interaction is context-dependent. Worker interactions are created only from the context of a help desk case, a human resources help desk case, or one of the worker 360-degree views.
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For example, if you open a help desk case for Mark Anderson, then any correspondence you send to Mark from that case is logged as an interaction, and the case itself becomes a subinteraction. If Mark also happens to be a customer service representative, he may also receive notifications related to cases for other callers. These notifications are not logged as interactions because in this context, Mark is not a customer. Note. Although PeopleBooks normally reserves the term customer for external customers, in this chapter, the term includes both internal and external customers unless otherwise indicated.
Subinteraction Types
The following CRM transactions can be subinteractions of external customer interactions (additional types of interactions are available in PeopleSoft CRM industry-specific applications): PeopleSoft Support cases. PeopleSoft Sales leads. PeopleSoft Sales opportunities. All types of PeopleSoft Order Capture (collectively known as Order Captures). Installed Product PeopleSoft FieldService service orders. Notes. The following CRM transactions can be subinteractions of worker interactions: PeopleSoft HelpDesk cases. PeopleSoft HelpDesk for Human Resources cases. Notes.
Contact Methods
Contact Method (INTERACTION_MTHD) and Interaction Detail Type (RB_MCF_DETAIL_TYPE) are both translate fields. A Contact Method is a way to categorize the interaction. The Interaction Detail contains the contents of the interaction (the text of the email, correspondence, or chat) and the Interaction Detail Type identifies that detail type. For example, the Interaction Detail Type Phone is just one type, whereas the Contact Methods include Phone In and Phone Out. Contact Method includes both the channel and the direction of the interaction (In or Out), while the Interaction Detail Type is used mainly to control different sets of Interaction Statuses. There are different sets of Interaction Statuses for different channels and directions. Every interaction has an associated contact method. An interactions contact method indicates the direction of the interaction, inbound or outbound, and the communication channel. Inbound interactions occur when a customer initiates the contact. Outbound interactions occur when your organization initiates the contact. Outbound interactions can be manual (for example, when a salesperson sends correspondence to a customer) or automatic (for example, when workflow notifies a customer that a case has been closed). Many communication channels are used for both inbound and outbound communications. For example, phone, email, and hard copy correspondence (whether mailed or faxed) can originate internally or externally. However, web-based interactions are always initiated by the customer. Therefore, the Inbound Chat and Inbound Web (for web self-service) contact methods do not have any outbound counterparts.
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Interaction Statuses
Every interaction also has a status: the status values vary depending on the Interaction Detail Type. The following table shows the valid statuses for each Interaction Detail Type:
Contact Method Chat Requested Statuses
Email Out (outbound email) including email replies, ad hoc email, and email sent through a correspondence request.
Cancelled, Completed, Failed In Delivery, and In Progress. See PeopleSoft 8.8 CRM Multichannel Applications PeopleBook, Understanding ERMS. Assigned, Closed - Cancelled, Closed - Completed, New, and Reassigned. See PeopleSoft 8.8 CRM Multichannel Applications PeopleBook, Understanding ERMS.
Email In (inbound email)
Phone
Busy, Callback, Child Answered, Completed, In Progress, No Answer, and Do Not Call Again. See Chapter 35, Using the 360-Degree View, page 483.
An interactions initial status depends on how the interaction is created. You can manually update statuses for interactions that you create using the 360degree view, but the system maintains statuses for other types of interactions.
Interaction Creation
Interactions can be created manually and automatically. The system creates interactions in the following situations:
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Condition A user accesses a customer or worker 360-degree view.
Subinteractions Created based on the users actions in the 360degree view.
Contact Method and Status Management In the 360degree view, the user can see the contact method and can change it manually. The multi channel framework type (MCF Type) is not user-selectable. In the 360degree view, the MCF type is always Phone. Contact method: Phone Status default: In Progress
The PeopleSoft CRM CTI application uses one of the delivered CTI transactions to access a page in the CRM system. Note. Additional CTI transactions that you create do not automatically create interactions or subinteractions. A user sends email or print correspondence using the CRM correspondence management features. A user sends a manual email to a customer (or, from the context of a help desk case, to a worker.) User-initiated email can be either an email response (if you use the PeopleSoft ERMS system), or it can be an ad hoc email. The PeopleSoft ERMS application processes an inbound email.
If the transactions target page is a subinteraction-enabled object, the system also creates the subinteraction.
The object from which the correspondence was sent.
Contact method: Outbound mail Status default: In Progress Contact method: Outbound email Status default: In Progress
There can be multiple CRM transactions related to both inbound and outbound email. Each of the related transactions to the outbound email has a subinteraction created by system. Subinteractions are created when a user manually associates related objects to the inbound email. If a newly received email is part of a thread, it automatically inherits its parent emails related objects and subinteractions.
Contact method: Inbound email Status default: New
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Condition The system sends an automated email to a customer (or, from the context of a help desk case, to a worker). Automated email is sent by component event processing, by business project workflow, or by the ERMS system auto-response to structured email. Note. Auto-acknowledgement email sent by the ERMS system or in response to a customers Contact Us submission does not create an interaction. A self-service customer submits a Contact Us message. The Contact Us page is available only to external customers, not to workers. A customer requests a chat session from the self-service Contact Us page. None.
Subinteractions Component Event Process (CEM) creates an interaction; a business project does not. No subinteractions are created. A subinteraction is created by ERMS auto-response process if it is associated with transactions.
Contact Method and Status Management Contact method: Outbound email Status default: In Progress
The text of the message becomes the interaction note.
Contact method: Phone Status default: In Progress
Contact method: Chat Status: Requested
A self-service user creates a new case or updates an existing case in PeopleSoft Support, HelpDesk, or HelpDesk for Human Resources.
The case that was created or updated.
Contact method: Phone Status default: In Progress
To record communications that occur outside of the CRM system, users can manually interactions using the appropriate 360-degree view. Users might manually create interactions in situations such as the following: A phone call is placed or received without the use of the CTI system. A letter or fax is received. Email is sent from outside the CRM system. Email is received by a mailbox that is not being monitored by the ERMS system.
Interaction Display
This section describes the various interfaces for viewing interaction information.
Interactions in the 360-Degree View Pages

PeopleSoft CRM provides 360-degree views of customers and workers. There are two separate 360-degree views for workers: one for PeopleSoft HelpDesk, and one for PeopleSoft HelpDesk for Human Resources. As delivered, all of the 360-degree views are configured to show interactions in the action tree. In the action tree, expanding an interaction displays all of that interactions subinteractions.
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The 360-degree view of an external customer shows all interactions for that customer. The 360-degree views of workers filter interactions as follows: The PeopleSoft HelpDesk for Human Resources 360-degree view shows interactions that have human resources help desk cases as subinteractions. The PeopleSoft HelpDesk 360-degree view shows interactions that have (non-HR) help desk cases as subinteractions. Both of these worker-oriented 360-degree views show interactions that have no case subinteractions.
Other Interaction Lists

In addition to the 360-degree view, there are several other ways to view lists of interactions: Interaction History grids within transactional components. The components used to manage subinteraction-enabled components (for example, Cases, Leads, Orders, and so forth) include a grid that shows all interactions for the specific transaction. The Interaction List page. This page enables you to search for and access interactions directly from the menu (rather than from the context of a specific customer or transaction). The Recent Interactions pagelet. This pagelet displays recent interactions for a customer you select. The Recent Interactions pagelet is available with PeopleSoft CRM Portal Pack.
Interaction Details
From any interaction list, you can drill into the Interaction page, where you can see the details of a specific interaction. The page that appears depends on the type of interaction. If the interaction was created on the 360 degree page, the details appear on the Interaction Detail page. If the interaction was created by a correspondence request, the details appear on the Interactions - View Correspondence page. If the interaction is an inbound or outbound email (other than email sent through a correspondence request) drilling into the interaction displays the appropriate email component. If the interaction is a chat session, the detail page shows the full chat transcript.
See Also
PeopleSoft 8.8 CRM Portal Pack PeopleBook, Getting Started With PeopleSoft CRM Portal Pack Chapter 35, Using the 360-Degree View, page 483
Setting Up Interaction Statuses

This section discusses how to set up interaction statuses for each contact method.
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Page Used to Set Up Interaction Statuses

Page Name Interaction Status Object Name
RI_STATUS_SETUP
Navigation Set Up CRM, Product Related, Correspondence, Interaction Status Setup
Usage The Interaction Status setup data is marked as system data but you can modify statuses to meet your business needs. For example you may want to change the description for the outbound email status code Failed in Delivery to a status that is more meaningful to your organization. You can modify the description, however, you will have to modify or add new code to react to the changes in system data.
Setting Up Interaction Statuses

Access the Interaction Status page.
Interaction Status page
PeopleSoft delivers statuses for all detail types. You will not normally change these values.
Viewing Interactions
This section discusses how to: Search for interactions. View details for interactions created from the 360-degree view.
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View correspondence request interaction details. View inbound email interaction details. View outbound email interaction details. View chat interaction details.
Pages Used to View Interactions

Page Name Interaction List Interaction Object Name
RI_INTERACT_HOME RI_INTERACTION
Navigation Customers CRM, Interaction List Click the link for an interaction on the Interaction List page, any 360-Degree View page, or the Recent Interactions pagelet. This page appears if the interaction was created in the 360 degree view. Click the link for an interaction on the Interaction List page, any 360-Degree View page, or the Recent Interactions pagelet. This page appears if the interaction was created in Correspondence Request page. Click the link for an interaction on the Interaction List page, any 360-Degree View page, or the Recent Interactions pagelet. Click the link for an interaction on the Interaction List page, any 360-Degree View page, or the Recent Interactions pagelet. Click the link for an interaction on the Interaction List page, any 360-Degree View page, or the Recent Interactions pagelet.
Usage Search for interactions View interaction details, including a list of related subinteractions and the complete text of any interaction note.
Interactions - View Correspondence
RBC_RECPIENT_INQ
View interaction details for the correspondence request.
Interactions - View Inbound RB_EM_IB Email
View interaction details of inbound email.
Interactions - View Outbound Email
RB_EM_OB
View interaction details of inbound email.
Interactions - View Chat
MCF_CHAT_MINLOG_PG
View interaction details of the chat.
Searching for Interactions

Access the Interaction List page.
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Interaction List page (1 of 2)
Interaction List page (2 of 2)
The behavior and appearance of this page is controlled through the CRM search configuration utility. The following list describes the behavior of the page as delivered: The system searches for all interactions when you first access the page. You cannot add interactions or edit interaction data using this page.
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The search criteria fields (those in the Search group box) and the search results fields (those in the Interactions group box) are the same as the identically-named fields on the interaction detail pages. Not all fields apply to all types of interactions. For example, only interactions that were created from a 360degree view will have a value in the Call Back Date field.
Interactions
This grid shows your search results. The Interaction List displays all subinteraction along with their interaction. Those interactions which do not have subinteraction are not included in the list. Click the Edit This Interaction button to access the Interaction page, where you can view detailed information about the interaction. Note This column contains links to any associated subinteractions. There may be more than one link for a single interaction. The text of the link is the subinteraction typefor example, Case or Order.
Search
Use the page elements in this group box to define your search criteria and perform searches. Type Select a subinteraction type. The search will locate interactions that have the type of subinteraction you select. The available values depend on which CRM products you have licensed.
See Also
PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Search Pages
Viewing Details for Interactions Created from a 360-Degree View

Access the Interactions page.
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Interaction page
Customer Information
Contact Customer The name of the person for whom the interaction was created. This person can be a company contact, a consumer, or a worker. If the contact represents a company, this is the company name. If the contact is a consumer, this is the consumer name. If the contact is a worker, this field is blank.
Interaction Information
The fields in this group box are identical to the fields in the Log Interaction group box on the 360-Degree View page. See Chapter 35, Using the 360-Degree View, page 483.
Related Transactions
This grid lists any subinteractions (including notes) that are associated with the interaction. Note. Your internal business processes determine whether users enter notes in the interaction itself or in another transaction (such as a case or lead) that was the subject of the phone call. Type The type of subinteraction. The available values depend on which CRM products you have licensed.
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Start Date & Time Comments
The date and time that the subinteraction was created. If the Type is Note, the full text of the note appears here. For other types of related transactions, this field is blank. For other types of related transactions, this field contains comments such as Added New Case or Multi-channel related transaction.
Viewing Correspondence Interaction Details

Access the Interactions - View Correspondence page.
Interactions - View Correspondence page.
The fields on this page are identical to the similarly-named fields in the Correspondence Request page.
Viewing Inbound Email Details

Access the Inbound Email page.
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Inbound Email page
The fields on this page are identical to the similarly-named fields in the Inbound Email page.
Viewing Outbound Email Details

Access the Outbound Email page.
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Outbound Email page
Viewing Chat Interaction Details

Access the Chat page.
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Chat page
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Setting Up the 360-Degree View

This chapter provides an overview of the 360-Degree View and discusses how to: Define transactions for use on the 360-Degree View. Set up the 360-Degree View tree. Configure the 360-Degree View. Configure the 360-Degree View Search page.
Understanding the 360-Degree View

The PeopleSoft CRM 360-Degree View is a powerful tool to manage customer interactions. It is both the entry point for all customer interactions and the central point to launch all customer transactions such as, quote/order creation, case creation, and opportunity creation. An interaction is the sum of the events that take place when a customer contacts the organization. Interactions are comprised of subinteractions, which are the events themselves. The 360-Degree View can be configured to meet your business needs. The 360-Degree View enables the customer service representative to do the following: Access customer profile information. Manage transactions. Record interactions. View all customer interactions using the 360-Degree View tree.
Creating Interactions
An interaction is created by the following actions: When the user clicks a node which is interaction enabled in the 360-Degree View tree to view or change the existing transaction. When the user adds a new transaction which is interaction enabled by clicking the Go button next to the Go To field on the 360-Degree View. When the user enters comments in the Add Notes box and clicks the Save button on the 360-Degree View. When the 360-Degree View page is brought up automatically through CTI integration, an interaction is automatically created for the phone conversation.
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Creating Subinteractions
The creation of subinteractions can be configured to meet your business needs. Using the Configure Role component, you can specify whether or not a transaction or a transaction associated to a node is to be captured as a subinteraction. An interaction may contain multiple subinteractions. For example, a call with a customer may involve a case being updated, a service order being added, and a note about the customer being sent. All of these subinteractions are logged under the same interaction.
See Also
Chapter 33, Working with Interactions, page 437 Chapter 35, Using the 360-Degree View, page 483
Understanding the 360-Degree View Tree

When talking about trees, we use terminology derived from the idea of a family tree. The nodes that report to the root node are called its children; the root node is their parent. Nodes that have the same parent are called siblings. These terms refer to the relationship between nodes and are not permanent attributes of the nodes themselves. A single node can be a parent, child, and sibling all at the same time. In turn, each tree node reports to another tree node at a higher level of the organization, until we reach the top level of the hierarchy, called the root node. The root node appears at the top left of the tree. Trees are built from the highest level of the hierarchy (root node) to the lowest level of the hierarchy. A tree node in the 360-Degree View tree has three parts: the node icon, the node name, and a node description. The name and description vary depending on the type of interaction. Plus, when defining the tree you have the option of specifying and add and search node for a particular node of the tree. The 360-Degree View tree can be setup and configured to meet all your business requirements.
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360-Degree View tree
Interaction Nodes
In the following exhibit, the Interactions node is expanded, so the folder icon is open. The node for September 18, 2002 11:06AM is collapsed, so the folder icon is closed. The + sign on the folders indicates that there is additional information in the expanded view. The Note interaction itself does not have any children reporting to it, so it is represented by just an image.
Interaction nodes
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Understanding the Integration Framework

When you define tree nodes you can specify EIPs that can return data from other PeopleSoft or third-party systems. This gives you the flexibility to include any type of information in your system and have that information display in the 360-Degree View tree. PeopleSoft CRM provides integration through EIPs to PeopleSoft Receivables and PeopleSoft Billing.
Understanding the Integration Between PeopleSoft CRM and PeopleSoft Financials Management Services and Supply Chain Management
When defining the nodes for the 360-Degree View tree you can define nodes that represent Invoices and Payments for the customer. These two nodes on the 360-Degree View tree are populated by information that resides in PeopleSoft Billing and PeopleSoft Receivables. EIPs have been defined and they are the mechanism that is used to request information from PeopleSoft Billing and PeopleSoft Receivables for invoice and payment information associated with a customer using a request message. PeopleSoft Billing and PeopleSoft Receivable send the requested information back to PeopleSoft CRM using a response message to display under a node on the 360-Degree View tree. PeopleSoft CRM sends a request application message (BI_EIP360_REQ) to PeopleSoft Billing for invoices and then PeopleSoft Billing sends a response application message (BI_EIP360_RSP) back to PeopleSoft CRM for the information to display under the 360-Degree View tree. PeopleSoft CRM sends a request application message (AR_CRM_REQUEST) to PeopleSoft Receivables for payment information and then PeopleSoft Receivables sends a response application message (AR_CRM_ RESPONSE) back to PeopleSoft CRM for the information to display under the 360-Degree View tree. In addition, once invoices and payments display on the 360-Degree View tree for a customer the agent can click a particular invoice or payment and the system will take them into PeopleSoft Billing where they can view more details on the invoice or into PeopleSoft Receivables where they can view more details for a payment. Note. Single signon must be enabled before you can transfer from PeopleSoft CRM to PeopleSoft Billing or PeopleSoft Receivables.
See Also
Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, Integrating Bill and Payment Information, page 700 PeopleTools PeopleBook: PeopleTools Security
Understanding 360-Degree Search pages

Before you can access the 360-Degree View you use a search page to search for the information that you want to have display on the 360-Degree View.
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PeopleSoft CRM provides multiple search pages that can access the 360-Degree View for the different PeopleSoft CRM products. You get to select which search page you want to use to access the 360-Degree View. The information you want to search on can be very different from one product to another. For example, in the PeopleSoft CRM core products you search for customers and contacts but in PeopleSoft CRM for Government you search for name. In addition, you can create user links that will appear on these search pages as well. User links provide you a way to access a component from the search page by clicking the link you defined.
Customer 360-Degree View Search page
In addition, you can use the Create New field drop down to create a business objectcompany, contact, and consumerif the one you are searching for does not exist and you have set up quick create. Once you have created the new business object the system will automatically transfer you to the 360-Degree View using the newly created business object. You can also save the search criteria using the Search page. If you continually want to search on the same search criteria you can save that search criteria. The Personalize search options provide you with various personalization options.
See Also
Chapter 25, Using Quick Create, page 323 PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Search Pages
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Understanding the 360-Degree View Setup Process

PeopleSoft CRM provides all the necessary setup information for several of the PeopleSoft CRM products. When you install PeopleSoft CRM all the information is there and you can start using the 360-Degree View right away. You will only need to setup additional information if you want to change what has been provided by PeopleSoft CRM. Perform the following steps to set up the 360-Degree View: 1. Define transactions that you can create on the 360-Degree View using the Define Transaction Type page. See Chapter 34, Setting Up the 360-Degree View, Defining Transactions For Use On the 360-Degree View, page 460. 2. Define transaction groups which are groups of transactions that will appear on the 360-Degree View depending on the customers role using the Define Transaction Group page. When configuring a role for the 360-Degree View you specify which transaction group should apply to that role. See Chapter 34, Setting Up the 360-Degree View, Setting Up Transaction Groups, page 460. 3. Define tree nodes that can be used to configure the 360-Degree View tree using the Define Node page. When defining nodes you specify the node action and the type of nodeplaceholder, view, or EIP. See Chapter 34, Setting Up the 360-Degree View, Defining Tree Nodes, page 462. 4. Set up the 360-Degree View tree using the Set Up Tree component. When setting up the tree you specify the structure of the tree, the images that appear in the tree, the size of the tree that will appear on the page, and what transaction should appear for each node on the tree. See Chapter 34, Setting Up the 360-Degree View, Setting Up the Tree, page 468. 5. Set up the profile section that will appear on the 360-Degree View using the Set Up Profile page. When setting up the profile you can define the informationfields and the buttons and their actions that will appear in the profile section. See Chapter 34, Setting Up the 360-Degree View, Setting Up Profiles, page 472. 6. Configure a PeopleTools role that will be used to access the 360-Degree View using the Configure Role component. When configuring a role you specify the tree, transaction group, and profile you want to associate with this role. Plus, you determine whether you want to capture subinteractions for the transactions associated with the transaction group and the nodes in the tree. See Chapter 34, Setting Up the 360-Degree View, Configuring a Role, page 475. 7. (Optional) Define user links that appear on the search page that accesses the 360-Degree View using the User Links page. See Chapter 34, Setting Up the 360-Degree View, Defining User Links That Appear On the Search Page, page 479.
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8. Specify the search page you want to use to access the 360-Degree View using the 360 Degree Search Preference - 360 Degree View Search Preference page. See Chapter 34, Setting Up the 360-Degree View, Selecting the Search Page Used to Access the 360 Degree View, page 481.
Understanding 360-Degree View System Data

PeopleSoft CRM delivers the following predefined data for the 360-Degree View: Transaction Group The transaction group, Core, is delivered with the following transactions that can be added through the 360-Degree View: - Agreements. - Case. - Defect. - Lead. - Installed Product. - Product Registration. - RMAs (return material authorization) - Sales Opportunity. - Sales Order/Quote. - Service Order. Nodes The 360-Degree View tree, CORETREE, is delivered with the following transactions (nodes) that are shown in the tree: - Agreements. - Bills. - Cases. - Defects. - Installed Products. - Interactions. - Leads. - Opportunities. - Payments. - Quotes. - RMAs.
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- Sales Orders. - Service Orders. Note. RMAs, Agreements, Bills, Defects, and Payments are not configured for interactions.
Defining Transactions For Use On the 360-Degree View

In this section, we provide an overview of transactions and we discuss how to set up transaction groups.
Understanding Transactions
The 360-Degree View enables the customer service representative to perform a transaction on behalf of the customer or company. The transactions that can be added are found in the upper right hand corner of the 360-Degree View. You can determine which transactions you want your customer service representatives to be able to perform. PeopleSoft delivers a set of transactions which includes case, lead, sales opportunity, sales order or quote, service order, agreement, RMA, product registration, defect, and installed product. You can change the transaction names to suit your business needs, add new transactions, or deactivate existing transactions. You can configure the 360-Degree View to capture interaction for certain transactions. You can clone the existing transaction set if you need to configure it to meet your business needs.
Pages Used to Define Transactions

Page Name Define Transaction Type Define Transaction Type Object Name
RB_TD_TRANS_DEFN
Navigation Set Up CRM, Product Related, 360-Degree View, Define Transaction Type, Define Transaction Type Set Up CRM, Product Related, 360-Degree View, Define Transaction Type, Related Transaction Groups Set Up CRM, Product Related, 360-Degree View, Define Transaction Group Set Up CRM, Product Related, 360-Degree View, Clone Transaction Group
Usage Define 360-Degree View transaction types.
Define Transaction Type RB_TD_TRANS_GRP Related Transaction Groups
View all the transaction groups that are associated with a transaction type. Define transaction groups that can appear in the 360-Degree View. Use this page to clone an existing transaction group. Cloning a transaction group makes a copy of an existing transaction group.
Define Transaction Group
RB_TD_TRANS_SETUP
Clone Transaction Group - RB_TD_TRANS_CLONE Clone Transaction Group As
Setting Up Transaction Groups

Access the Define Transaction Group page.
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Define Transaction Group page
Transaction Group Name
Enter a transaction group name. The transaction group is the set of transactions that will be available in the 360-Degree View. PeopleSoft delivers a transaction group for the core product (Core). Select a transaction type from transaction types that were previously defined using the Define Transaction Type component. Select a subinteraction corresponding to the transaction type. Select the status of the transaction group. Statuses are: Active and Inactive. This status must be active for this transaction group to appear on the 360-Degree View.
Transaction Type SubInteraction Status
For each transaction you define you need to specify the transfer type for the transaction. Transfer types are: Transfer. The transaction when initiated will transfer you to a PeopleSoft CRM component and page that you define. If you select Transfer, then select where you want the transaction to transfer to using the Transfer Mode, Component Navigation, and Component Market fields. The transfer fields are defined using the Component Navigation component.
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See Chapter 13, Defining Control Values for Business Objects, Defining Component Transfer Navigation , page 165. Transfer Mode Open in New Window Select the mode to open this page in for the transaction. Modes are: Add, Correction, and Update/Display. Select this check box if you want the transaction to launch a new browser window for the transaction when it is initiated.
Portal Content Reference. The transaction when initiated will transfer to a PeopleSoft CRM portal page that you define. If you select Portal Content Reference, then select the portal page you want to transfer to using the Portal Name and Portal Object Name fields.
Setting Up the 360-Degree View Tree

The 360-Degree View tree is highly configurable. It also provides visual representation of activities with the customer.
Pages Used to Set Up the 360-Degree View Tree

Page Name Define Node Object Name
RB_TD_NODE
Navigation Set Up CRM, Product Related, 360-Degree View, Define Node Click the Package Tree Viewer link on the Define Node page. Set Up CRM, Product Related, 360-Degree View, Set Up Tree, Set Up Tree
Usage Define nodes that can be used to configure the 360-Degree View Tree. Search for and view the available application packages or classes provided by PeopleSoft CRM. Define the tree configurationimages to display in the tree, image size, page size, and date filter. Define the parent and child relationship of the nodes in the tree. Test your 360-Degree View tree to ensure it is configured correctly. Copy an existing tree.
Application Packages Lookup
RB_APPLPKG_PG1
Set Up Tree - Set Up Tree
RB_TD_TREE_DEFN
Set Up Tree - Tree Node
RD_TD_TREE_NDE
Set Up CRM, Product Related, 360-Degree View, Set Up Tree, Tree Node Set Up CRM, Product Related, 360-Degree View, Set Up Tree, Test Your Tree Set Up CRM, Product Related, 360-Degree View, Set Up Tree, Clone Tree
Set Up Tree - Test Your Tree RB_TD_TREE_TEST
Clone Tree - Clone Tree As
RB_TD_TREE_CLONE
Defining Tree Nodes

Access the Define Node page.
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Define Node page (1 of 3)
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SubInteraction Root Node
Select a subinteraction corresponding to the transaction associated with the node of the tree. Select this check box if the node you are defining is the root node.
For each node you define you need to specify the node action for the node. Node actions are: Transfer. The transaction when initiated from the node will transfer you to a PeopleSoft CRM component and page that you define. If you select Transfer, then select where you want the transaction to transfer to using the Component Navigation, Component Market, and Action Mode fields. The transfer fields are defined using the Component Navigation component. See Chapter 13, Defining Control Values for Business Objects, Defining Component Transfer Navigation , page 165. Action Mode Select the mode to open this page in for the transaction. Modes are: Add, Correction, Update, and Update/Display All.
Portal Content Reference. The transaction associated with the node when initiated will transfer to a PeopleSoft CRM portal page that you define. If you select Portal Content Reference, then select the portal page you want to transfer to using the Portal Name and Portal Object Name fields. Application Class. The transaction associated with the node when initiated will call a PeopleSoft CRM Application Class. If you select Application Class, then enter the application class you want the system to call using the Class ID, Class Path, and Method Name fields.
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Package Tree Viewer
Click this link to search for and view all the available application packages provided by PeopleSoft CRM. When you click this link the Application Packages Lookup page appears. The information you select on the Application Package Lookup page appears on the Define Node page after you click the OK button.
None. There is no action associated with the node.
Example of the nodes types as they appear on the 360-Degree View tree
For each node of the tree you need to specify the node type. Node types are: Placeholder. This node is represented as a placeholder on the 360-Degree View tree. If you select Placeholder, then you must specify the placeholder type. Placeholder Type Add Node. Select this check box if you want the node on the tree to represent an add node. Search Node. Select this check box if you want the node on the tree to represent a search node. Folder. Select this check box if you want the node on the tree to be a true placeholder represented by a folder. View. This node will display information defined in this view in the 360-Degree View tree.
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If you select View, then you must specify the view information using the View Name, Key Field 1, and Key Field 2 fields. Plus you need to specify how the fields are to display using the fields in the Fields to display group box. Note. The view must have these fields: BO_ID_CUST, ROLE_TYPE_ID_CUST, BO_ID_CONTACT, and ROLE_TYPE_ID_CNTCT as part of the key structure. Plus the view should include the RB_AUDIT_SBR sub-record. The view information when displayed under the node of the 360-Degreee View tree is divided into two sections. The first section can contain 20 characters and the second section can contain 30 characters. You specify what fields you want to display in which sections and in what order. Plus you are able to specify how the information is to be sorted. The two sections are separated by a dash -. If there are two or more fields displayed in one section then those field values are separated by colon : For example, under a node Orders you could see this information coming from a view: 2002-09-20 - Pending:d0e5061fcc In this case, the capture date was defined for the first section and the status code and capture ID were defined for the second section. Plus, status code was defined to come before capture ID. Using the fields in the Fields to Display group box you determine exactly how you want this information to display under the node of the tree. For each field in the view you need to determine the following: Sequence Display Order By Enter a number in sequence. The sequence number displays the order in which the fields are displayed in the different sections for the node. Select this check box if you want this field to display for the node on the Customer 360-Degree View tree. Select this check box next to the fields you want to sort the information by. Then select how you want to sort the information using the Order Sequence field. Order sequences are: Ascending and Descending. Display In Display Length Display Value Select in what section you want this field to display. Options are: First, Second, and No Display. Enter the length of the field to display in the section. Select the value to display for this field. Display values are: Long Translate, Related Display, Short Translate, and Value. If you select Related Display then select the related field details using the Use SetID, Record Name, and Column Name fields on the Related Field Details tab. One of the fields of that record entered should include the selected field of the node view. If the value selected is based on SetID then the node view should have SETID or BUSINESS_UNIT as Key Field 2. EIP - (Synchronous). This node will display information that is gathered from this PeopleSoft EIP (enterprise integration point) in the 360-Degree View tree.
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If you select this option, then you need to specify the EIP information and you also need to specify how the information is to display on the 360-Degree View tree. Class ID, Class Path, and Method Name Request Message Response Message, Key Field 1, and Key Field 2 Select the application class information for this EIP. Select the application message request message for this EIP. Select the response application message for the EIP.
The Fields to Display section works basically the same as it does when displaying this information for a node type of View. Using the fields in this section you determine how you want the information to display under the node of the 360-Degree View tree associated with an EIP.
Viewing Application Packages

Access the Application Packages Lookup page.
Application Packages Lookup page
Select a lookup type of Application Class or Application Package. Then depending on your selection, enter an Application Class ID or Application Class Path. After you enter the information the system displays in the Application Package Tree portion of the page the information that meets your selection criteria. Click on any node of the tree to select the application class. After you select the node and click the OK button the system displays the information on the page you transferred from.
See Also
PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Using Application Classes
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Setting Up the Tree

Access the Set Up Tree - Set Up Tree page.
Set Up Tree - Set Up Tree page
Tree Name Market Default Tree Mobile
Enter the name for the 360-Degree View tree. Select the market that will use this tree. Select this check box if you want this tree to be the default tree that appears for this market on the 360-Degree View. Select this check box if this tree is going to be used by the Mobile 360-Degree View. When you select this check box several of the fields on the page no longer apply. The CRM Mobile application 360-Degree View has less capability than the 360-Degree View. For instance, Mobile doesnt use images and they are limited in their page size.
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Tree Configuration
Expanded Image, Leaf Image Name, End Node Image, and Collapsed Image Image Height, Indent Pixels, and Image Width Display Levels Page Size Date Filter Select the images that display on the tree. After you select an image the system displays the image itself under the Image Preview portion of the page. The Leaf Image will be used as a default leaf image of the node. Enter the size of the image that is to display on the tree. Default image size is 16 X 16. The number of levels up to which 360 Degree View tree can be configured. Enter the page size for the 360-Degree View tree. This is the size of the HTML area where the 360-Degree View tree is displayed on the 360-Degree View. Select the filter for the tree. Filters are: 1 - Today 2 - Yesterday 3 - Last Week 4 - Last 2 Weeks 5 - Last Month 6 - Last Year 7 - View All Note. All date filters include the values for today as well. For example, Yesterday means show information related to today plus yesterday. Maximum Date Filter Select the maximum date filter. This filter is used as a restriction against the date field that the user actually enters. The system always looks at this filter when determining the information to display on the 360-Degree View tree no matter what the user has specified under their date personalization settings. If the Maximum Date Filter is not set and on the 360-Degree View you select View All in the date personalization and you select enable filtering on date range, then the system will populate the start date with 01/01/1900 on the 360-Degree View. Filter Dates By Select Creation Date if you want to filter dates by when the entities were created. Select Last Modified Data if you want to filter dates by when the entities were last modified.
Setting Up the Nodes

Access the Set Up Tree - Tree Node page.
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Set Up Tree - Tree Node page
Tree Node Parent Node Status Sequence
Select the child node for the 360-Degree View tree. Select the parent node that this child node will appear under in the 360-Degree View tree. Select the status of the tree node. Statuses are: Active and Inactive. For this node to show up on this tree the status must be active. Enter the order you want the child nodes to display on the tree using the sequence field. The sequencing is from low to high.
Node Parameters
Display and Fetch Enter the maximum number of rows to display. Maximum number of rows to display indicates the number of rows that will be shown under the expanded node in the 360-Degree View. Enter the maximum number of rows to fetch. The Maximum number of rows to fetch indicates the number of rows to be retrieved from the database when the user clicks the View All on the tree node. Note. If the Fetch field is not populated the system will retrieve 1000 rows. Folder or Leaf Leaf Image Select whether you want the node to display as a folder or a leaf. Select the image for the leaf. After you select the image the actual image appears next to the field. When no image is specified then default tree leaf image will be used instead.
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Expand Hide Node if No children Apply Date Filter
Select if you want nodes on the tree to be expanded when the tree initially appears on the 360-Degree View. Select to hide the node if there are no values. For example, if the customer has no cases, the Case node will not be displayed on the tree. Select if you want to apply a date range on the activities for the given node. The systems selects this as the default. If not selected then date range criteria will not apply to that node.
Testing Your Tree

Access the Set Up Tree - Test Your Tree page.
Set Up Tree - Test Your Tree page
To test your tree, enter data into one or more of these fields: Contact (contact business object ID), Contact Role Type, Customer(customer business object ID), and Customer Role Type. Then click the Test Tree button. When you click the Test Tree button the system verifies your tree configuration and then displays in the activities group box that particular tree. This is how the tree will appear on the 360-Degree View.
Configuring the 360-Degree View

In this section, we discuss how to:
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Set up profiles. Configure a role.
Pages Used to Configure the 360-Degree View

Page Name Set Up Profile Object Name
RB_TD_PROF_SETUP
Navigation Set Up CRM, Product Related, 360-Degree View, Set Up Profile Click the Package Tree Viewer link on the Set Up Profile page. Set Up CRM, Product Related, 360-Degree View, Configure Role, Configure Role Set Up CRM, Product Related, 360-Degree View, Configure Role, Transaction Sub-Interactions Set Up CRM, Product Related, 360-Degree View, Configure Role, Node Sub-Interactions
Usage Define a profile that can be displayed on the 360-Degree View. Search for and view the available application packages or classes provided by PeopleSoft CRM. Configure tree information for a role.
RB_APPLPKG_PG1
Configure Role - Configure Role
RB_TD_ROLE_TREE
Configure Role RB_TD_SUB_TRANS Transaction Sub-Interactions Configure Role - Node Sub-Interactions

RB_TD_SUB_NODE
Define which transactions you want to capture subinteractions for. Define which nodes you want to capture subinteractions for.
Setting Up Profiles
Access the Set Up Profile page.
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Set Up Profile page (1 of 2)
Set Up Profile page (2 of 2)
Profile Name
Enter a name for the profile.
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Application Class Path

Enter the Application Class Path to populate the Profile section in the 360-Degree View page. Package Tree Viewer Click this link to search for and view all the available application packages provided by PeopleSoft CRM. When you click this link the Application Packages Lookup page appears. See Chapter 34, Setting Up the 360-Degree View, Viewing Application Packages, page 467.
Set Default Profile

Market Default Select the market for this profile Select this check box if you want this profile to be the default profile for this market.
Profile Fields to Display

When defining a profile you can define the fields and their labels plus the buttons that display in the profile section of the 360-Degree View. Each row in the profile section of the 360-Degree View can have two buttons. Use the fields in these group boxesLabel to display in Profile, First button details, and Second button detailsto define this information:
Example of profile section from the 360-Degree View
Label to display in Profile

Record and Field Name Label ID Long/Short Name Select the record and field name that you want to have appear in the 360-Degree View profile section. Select the label ID for this field in the profile section. Select what value you want to display for this field in the profile section: Options are: Long Name and Short Name.
First button details

For each row in the profile section of the 360-Degree View you can enter two buttons. Enter the information for the first button using the Class ID, Class Path, Method Name 1,and Display Image 1fields. Method Name 1 is executed when the user clicks the first button in the Profile section of the 360-Degree View.
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Package Tree Viewer
Click this link to search for and view all the available application packages provided by PeopleSoft CRM. When you click this link the Application Packages Lookup page appears. See Chapter 34, Setting Up the 360-Degree View, Viewing Application Packages, page 467.
Second button details

The second button details fields work exactly the same as the first button details. This is defining the second button that can appear for each row in the profile section of the 360-Degree View. Method Name 2 is executed when the user clicks the second button in the Profile section of the 360-Degree View.
Configuring a Role
Access the Configure Role - Configure Role page.
Configure Role - Configure Role page
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Understanding Role Configuration

Configured Roles for User Agent A Role 1 (Sequence Number 10) Role 2 (Sequence Number 20) Role 3 (Sequence Number 30) Agent B Role 2 (Sequence Number 20) Role 3 (Sequence Number 30) Role 4 (Sequence Number 40) Role 2 Role that Displays for the 360-Degree View Role 1
The system uses the sequence numbers next to the users roles to determine how the 360-Degree View will be rendered for that particular user/role. In the example above, Agent As lowest sequence number is associated with Role 1. That is the role that will be used for the 360-Degree View for Agent A. Agent Bs lowest sequence number is associated with Role 2. That is the role that will be used for the 360-Degree View for Agent B. You can easily change the sequence numbers using this page so that the 360-Degree View is rendered for the role you prefer.
Configure Role Fields

Role Name Transaction Group Name Select the PeopleSoft PeopleTools role. Select the transaction group you want to associate with this PeopleTools role. See Chapter 34, Setting Up the 360-Degree View, Setting Up Transaction Groups, page 460. Tree Name Select the tree you want to associate with this PeopleTools role. See Chapter 34, Setting Up the 360-Degree View, Setting Up the Tree, page 468. Label Change Template Select the label change template you want to associate with this PeopleTools role. See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Field Labels and Field Values. Profile Select the profile you want to associate with this PeopleTools role. See Chapter 34, Setting Up the 360-Degree View, Setting Up Profiles, page 472.
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Sequence Number
Enter a number in the sequence field. This sequence field is used by the system to determine which information to display on the 360-Degree View for a user if they have multiple roles in the system. For example, if the user has PeopleSoft User role with sequence number 20 and Support Manager role with sequence number 10, then all the information related to role Support Manager will be used while displaying 360Degree View since it has the lowest sequence number. Select the type of view for this role. Types are: Customer HR HelpDesk Worker Worker The view type is used to identify the role and related information to display in the 360-Degree View. If the view type has any of the above values then the system selects only the role with the specified view type having the lowest sequence number. For example, if a user has these roles, PeopleSoft User (Sequence Number 10, View Type - Customer), HR HelpDesk Agent (Sequence Number 20, View Type - HR HelpDesk Worker), Support Admin (Sequence Number 25, View Type - Customer), and IT HelpDesk Agent (Sequence Number 30, View Type - Worker). When launching the 360-Degree View from Case, if View Type is set as Worker then IT HelpDesk Agent role will be selected and Helpdesk tree, Helpdesk Profile information will be shown. If view type is set to Customer then the PeopleSoft User role is selected since it has a sequence number less than that of the Support Admin role.
View Type
Defining Transaction Subinteractions

Access the Configure Role - Transaction Sub-Interactions page.
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Configure Role - Transaction Sub-Interactions page
When you initially enter this page all the transaction associated with the transaction group appear. Capture Sub Interaction Select this check box next to a transaction to enable that transaction to capture subinteractions for this role.
Defining Node Subinteractions

Access the Configure Role - Node Sub-Interactions page.
Configure Role - Node Sub-Interactions page
When you initially enter this page all the tree node descriptions associated with the tree appear.
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Capture Sub Interaction
Select this check box next to a tree node to enable that node to capture subinteractions.
Configuring the 360-Degree View Search Page

In this section, we discuss how to: Define user links that appear on the search page. Select the search page used to access the 360 Degree View.
Pages Used to Configure the 360-Degree Search Page

Page Name User Links Object Name
RB_TD_ANON_LINK_PG
Navigation Set Up CRM, Product Related, 360-Degree View, User Links Click the Package Tree Viewer link on the User Links page. Set Up CRM, Product Related, 360-Degree View, 360 Degree Search Preference
Usage Define links that appear on the 360-Degree Search page. Search for and view the available application packages or classes provided by PeopleSoft CRM. Select the search page used to access the 360-Degree View.
RB_APPLPKG_PG1
360 Degree Search Preference - 360 Degree View Search Preference
RB_TD_USRSRCHPREF
Defining User Links That Appear On the Search Page

Access the User Links page.
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User Links page (1 of 2)
User Links page (2 of 2)
Note. PeopleSoft CRM currently provides predefined user links only for the search pages for PeopleSoft CRM for Government, PeopleSoft CRM for Insurance, and PeopleSoft CRM for Financial Services products. Base Market Component Name and Page Name Select the base market where this user link applies. Select the component and page where this set of user links will appear.
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Description
Enter a description for this set of user links.
User Links
Sequence Active Enter a number in the sequence field. The sequence field is used by the system to determine the order in which the user links appear on the page. Select the status of the user link. Statuses are: Active and Inactive. The user link must have a status of Active to appear on the page where you want the user links to display. Link Name Enter the name for the link. This name will appear on the page as the user link.
For each user link you define you need to specify the action for the user link. Actions are: Transfer. The user link when initiated will transfer you to a PeopleSoft CRM component and page that you define. If you select Transfer, then select where you want the user link to transfer to using the Market, Menu Name, Menu Bar Name, Item Name(component name), Page Name, and Mode fields. Mode Select the mode to open this page in for the user link. Modes are: Add, Correction, Update, and Update/Display All.
Application Class. The user link when initiated will call a PeopleSoft CRM Application Class. If you select Application Class, then enter the application class you want the system to call using the Class, Class Path, and Method Name fields. Package Tree Viewer Click this link to search for and view all the available application packages provided by PeopleSoft CRM. When you click this link the Application Packages Lookup page appears. The information you select on the Application Package Lookup page appears on the User Links page after you click the OK button. See Chapter 34, Setting Up the 360-Degree View, Viewing Application Packages, page 467. Portal Content Reference. The user link when initiated will transfer to a PeopleSoft CRM portal page that you define. If you select Portal Content Reference, then select the portal page you want to transfer to using the Portal Name and Portal Object Name fields.
Selecting the Search Page Used to Access the 360 Degree View
Access the 360 Degree Search Preferences - 360-Degree View Search Preferences page.
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360 Degree Search Preferences - 360-Degree View Search Preferences page
Select the default search page you want to use to access the 360-Degree View for the different markets. Each market has a different search page that appears when accessing the 360-Degree View. The system looks at the users preferences to determine the market that is associated with that user and then uses the default search preference selected to determine the search page that appears when you access the 360-Degree View. If there is no market value defined for the user on the user preferences page the system will use the search page associated with the Global market from this page. Note. If this page has not been defined the system will always use the search page associated with the Global market.
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Using the 360-Degree View

This chapter provides an overview of the 360-Degree View and discusses how to: Manage consumer or contact activities. Manage company activities.
Understanding the Consumer or Contact 360-Degree View

Using the 360-Degree View, the customer service representative can view consumer or contact details and perform transactions. All interactions and subinteractions can be recorded in the 360-Degree View tree. The Customer 360-Degree View includes the following:
Component Profile Details The Profile section of the 360-Degree View is configurable. It can display information such as, the persons name, company name, and address. The buttons in the profile section are configurable. The buttons could be configured so the customer service representative can view and update the persons profile information by clicking a button in the profile section of 360-Degree View. The customer service representative can view all the relationships for the person. The Role field enables the customer service representative to select the role played by the individual they are interacting with. This individual may be acting as an individual consumer, as a contact of a company, or as the contact of a consumer or another individual, such as an account holder. User defined roles and relationships will not be displayed in the role dropdown. The Role field is used by the system to generate Profile information for the role. The Role field acts as a toggle to filter the view of the 360-Degree View tree. Only those activities related to the role will be shown on the tree.
Profile buttons
Relationship Viewer
Role
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Component Go To
Details The customer service representative selects the transaction to perform from the drop down menu. The system prepopulates relevant fields on the transaction pages. Using the Define Transaction Group page, you determine which transactions are available, which component and page is displayed, which actions are enabled, and whether a new browser window opens for the transaction. A role of consumer or contact must be selected in order to add a new transaction. Using the Personalization Date Filter page the customer service representative can personalize the date settings for the information that displays on the 360-Degree View. Using the Log Interaction section, the customer service representative can capture the details of the interaction. The CSR can record the callback date and time, attach notes to the interaction, and send an email to the customer or internal personnel, provided the email address is set up. See Chapter 33, Working with Interactions, page 437.
Personalization Date Filter
Log Interaction
360-Degree View Tree
The 360-Degree View tree displays a record of all activities with the person. In addition, from the tree you can initiate a new transaction, modify a transaction, or search for a transaction. Using the Setup Tree page, you determine which nodes are displayed and the number of transactions displayed. Using the Configure Role page, you determine whether subinteractions are captured and displayed on the tree for a transaction and for a node
Understanding the Company 360-Degree View

Using the 360-Degree View, the customer service representative can view company details and perform transactions. The Company 360-Degree View includes the following:
Component Profile Details The Profile section of the 360-Degree View is configurable. The Profile section can display the company name, address, and marketing segment.
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Component Profile buttons
Details The buttons in the profile section are configurable. The buttons could be configured so the customer service representative can view and update the company profile information by clicking a button in the profile section of 360-Degree View. The customer service representative selects the transaction to perform from the drop down menu. The system prepopulates relevant fields on the transaction pages. Using the Define Transaction Group page, you determine which transactions are available, which component and page is displayed, which actions are enabled, and whether a new browser window opens for the transaction. Using the Personalization Date Filter page the customer service representative can personalize the date settings for the information that displays on the 360-Degree View. The customer service representative can view all the relationships for the company. The 360-Degree View Tree displays a record of all transactions with the company. In addition, from the tree you can initiate a new transaction, modify a transaction, or search for a transaction. Using the Setup Tree page, you determine which nodes are displayed and the number of transactions displayed. Using the Configure Role page, you determine whether subinteractions are captured and displayed on the tree for a transaction and for a node
Go To
Personalization Date Filter
Relationship viewer.
Understanding the 360-Degree View Toolbar

The 360-Degree View toolbar contains several buttons. These buttons assist the customer service representative with their use of the 360-Degree View. PeopleSoft CRM provides the following predefined 360-Degree View toolbar buttons: Click the Refresh button to refresh the information that appears on the 360-Degree View. Click the Finish Interaction and Return button to finish the interaction with the current customer and return to the Search page.
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Click the Personalize button to personalize the buttons on the toolbar. Click the Send Notification button to send a notification. See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Sending Manual Notifications. Note. This button does not appear on the 360-Degree View: Company view. Click the Send Correspondence button to send a correspondence. See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Sending Correspondence. Note. This button does not appear on the 360-Degree View: Company view. The Return To button appears in the 360-Degree View tool bar if you have transferred to the 360-Degree View from another PeopleSoft page that can access the 360-Degree View. For example, if you are on the Company component and click the 360 Degree button. The 360-Degree View will display with the company information. At that time you would see the Return To button in the toolbar.
See Also
PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Toolbars
Accessing the 360-Degree View

The data that you enter in the Search dialog determines whether you access the person or company 360-Degree View. If you enter an individual consumer name in the Customer field, you will access the person 360-Degree View and the Individual Consumer role will be defaulted in the Role dropdown. If you enter a company name in the Customer field, you will access the company 360-Degree View. If you enter a name in the Contact field, and the person is contact of multiple companies then a list of the companies show up in the search. You need to select the company to access the person 360-Degree View. On the 360-Degree View page, you can also select a different role for that person from the Role dropdown.
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Page Used to Access the 360-Degree View

Page Name 360-Degree View Search Object Name
RB_TD_AGT_SRCH_GBL
Navigation Click the 360 Degree View link on the main menu.
Usage Search for the customer information you want to display on the 360-Degree View. From this page you can also access the Quick Create component where you can create a customer without having to access the actual customer components themselves.
Accessing the 360-Degree View

Access the 360-Degree View Search page.
360-Degree View Search page
Create New
Select this option to create the company, consumer, or contact if they do not already exist. Create New options are: Company, Consumer, and Contact.
See Also
Chapter 25, Using Quick Create, page 323 PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Search Pages
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Managing Customer Activities

The customer service representative manages customer activities and initiates transaction for the customer using the 360-Degree View.
Pages Used to Manage Customer Activities

Page Name 360-Degree View Object Name
RB_TD_AGENT_VIEW
Navigation Select an existing customer from the 360-Degree View Search page.
Usage View a 360 degree set of information pertaining to a customer and manage customer interactions and transactions for the customer. Personalize the customer service representative date filters for the information that displays on the 360-Degree View. View the customers relationships and hierarchy. See Chapter 22, Working With the Relationship Viewer, page 281.
360-Degree View Personalize
RB_TD_USER_PROF
Click the Personalization Date Filter button on the 360-Degree View.
Relationship Viewer
RB_TD_REL_VIEWER
Select an existing customer from the 360-Degree View Search page. Select the Relationship Viewer tab.
Managing Customer Activities

Access the 360-Degree View.
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360-Degree View: Contact view
When this page initially appears, the system displays all the activities related to the customer for the date range specified in the user profile of the currently logged on user. If user profile is not available for the user then activities are displayed for the date range specified in the tree. When defining the tree you specify the Date Filter and Maximum Date Filter to use when displaying this page. Role Date Filter Select the role played by the customer in the transaction. If the customer is a contact, the profile changes to reflect data relevant to that role. Select the date filter for the activities you want to view. Filters are:1 - Today, 2 - Yesterday, 3 - Last Week, 4 - Last 2 Weeks, 5 - Last Month, 6 - Last Year, and 7 - View All. If the user selects Last Year and the tree header has a Maximum Date Filter as Last Month then the system stops the user from viewing records older than the Maximum date filter criteria. If the user selects View All and no maximum date filter criteria is entered in the tree header then all the records will display. From and Through Enter the date range for the information you want to have appear on the 360-Degree View. After you enter the date range click the Go button.
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Note. The From and Through fields only appear on this page after you have enabled data filtering on the 360-Degree View - Personalize page. Click the Personalization Date Filter button to personalize your date settings. The date settings determine the information that displays in the 360-Degree View tree. When you click this button the 360-Degree View - Personalize page appears. If you enable date filtering on this page then when you return to the 360-Degree View the From and Through date fields appear for you to enter a date range in. Go To Select the transaction that you want to perform from the 360Degree View. Delivered values are Case, Defect, Lead, Installed Product, Product Registration, Sales Opportunity, Sales Order/Quote, Service Order, Agreement, and RMA for the core transactions. The tree displays all activities and interactions with the customer. Plus, it can display an add and search node for the particular activity of the tree. Click the detail link to drill down to the detail pages for the activity. Click the add link to access a page where you can add the activity. Click the search link to access a page where you can search for the activity.
Profile
Profile Buttons The buttons that display in the profile section are configurable. When you click a button it will transfer to the page you define. For the PeopleSoft CRM core products, if you click the button in the profile section youll access the Consumer component if the role selected is Individual Consumer and the Contact component if the role selected is Contact of Company where you can view and update profile information.
Log Interaction
Contact Method Select the contact method for the interaction. Delivered values include: Inbound Chat, Inbound Email, Inbound Fax, Inbound Phone, Inbound Web, Outbound Email, Outbound Fax, and Outbound Phone. Select the status for the interaction. Delivered values include: Busy, Callback, Child Answered, Completed, Do Not Call Again, In Progress, and No Answer. Select a date for callback. Enter a time for callback. Add a note to the interaction. The note is saved in the 360-Degree View Tree as a subinteraction. Click the email link to send the note to the customer. The profile must have a valid email for this function to work.
Interaction Status Callback Date Callback Time Add Note Email
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Every time you record a subinteraction on this page it groups those subinteractions into one related interaction. You can perform multiple subinteractions for a customer at one time before you leave this page. The subinteractions that have previously been created display in the Related Activities group box. Finish and Return to Search Click this button to finish the interaction with the current customer and return to the Search page. The system uses a cookie to retain customer information during the transaction. You must click this button to begin working with a new customer.
See Also
Chapter 15, Defining Consumer Business Objects, page 191 Chapter 16, Defining Contact Business Objects , page 209
Personalizing Date Filters

Access the 360-Degree View - Personalize page.
360-Degree View - Personalize page
Enable Filtering on Date Range
If you select this check box then when you return to the 360-Degree View the From and Through dates will appear where you can enter a range of dates to filter the 360-Degree View information by.
Managing the Company 360-Degree View

The customer service representative manages company activities using the 360-Degree View. The customer service representative uses the company 360-Degree View to overview and manage transactions for the company.
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Note. In the company 360-Degree View there is no interaction and subinteraction being captured for any type of transaction performed through this page. Plus, the Role dropdown is not applicable in the Company 360-Degree View.
Page Used to Manage the Company 360-Degree View

Page Name 360-Degree View Object Name
RD_TD_AGENT_VIEW
Navigation Select an existing company on the 360-Degree Search page. Click the Personalization Date Filter button on the 360-Degree View.
Usage Use this page to manage all company interactions. Personalize the customer service representative date filters for the information that displays on the 360-Degree View. See Chapter 35, Using the 360-Degree View, Personalizing Date Filters, page 491.
360-Degree View Personalize
RB_TD_USER_PROF
Relationship Viewer
RB_TD_REL_VIEWER
Select an existing company on the 360-Degree Search page. Select the Relationship Viewer tab.
View the customers relationships and hierarchy. See Chapter 22, Working With the Relationship Viewer, page 281.
Managing the Company 360-Degree View

Access the 360-Degree View.
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360-Degree View: Company view
When this page initially appears, the system displays all activities related to the company for the date range specified in the user profile of the currently logged on user. If a user profile is not available for the user then activities are displayed for the date range specified in the tree. When defining the tree you specify the Date Filter and Maximum Date Filter to use when displaying this page. Date Filter Select the date filter for the activities you want to view. Filters are:1 - Today, 2 - Yesterday, 3 - Last Week, 4 - Last 2 Weeks, 5 - Last Month, 6 - Last Year, and 7 - View All. If the user selects Last Year and the tree header has a Maximum Date Filter as Last Month then the system stops the user from viewing records older than the Maximum date filter criteria. If the user selects View All and no maximum date filter criteria is entered in the tree header then all the records will display. From and Through Enter the date range for the information you want to have appear on the 360-Degree View. After you enter the date range click the Go button.
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Note. The From and Through fields only appear on this page after you have enabled data filtering on the 360-Degree View - Personalize page. Click the Personalization Date Filter button to personalize your date settings. The date settings determine the information that displays in the 360-Degree View tree. When you click this button the 360-Degree View - Personalize page appears. If you enable date filtering on this page then when you return to the 360-Degree View the From and Through date fields appear for you to enter a date range in. Go To Select the transaction for the company interaction. Delivered values are Case, Defect, Lead, Installed Product, Product Registration, Sales Opportunity, Sales Order/Quote, Agreements, RMA, and Service Order for the core transactions. The tree displays all activities and interactions for the company. Plus, it can display an add and search node for the particular activity of the tree. Click the detail link to drill down to the detail pages for the activity. Click the add link to access a page where you can add the activity. Click the search link to access a page where you can search for the activity.
Profile
Profile Buttons The buttons that display in the profile section are configurable. When you click a button it will transfer to the page you define. For the PeopleSoft CRM core products, if you click the button in the profile section youll access the Company component where you can view and update companys profile information.
See Also
Chapter 14, Defining Company Business Objects , page 173
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Self-Service for Customers

Chapter 36 Setting Up Customer Self-Service Chapter 37 Working with Customer Self-Service Transactions
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This chapter provides an overview of customer self-service setup and discusses how to: Set up multiple self-service sites with different characteristics Set up user registration features. Set up Contact Us features. Set up product registration.
Understanding Customer Self-Service Setup

This section discusses: Self-service sites. Contact Us notifications. Product registration.
Self-Service Sites
Several aspects of a self-service site are controlled by characteristics of the user ID that provides site access. When users first access a site, they are logged on to PeopleTools with a guest ID. This guest ID is specified in the sites configuration properties file or defined on the query string of the URL used to access the site. By setting up multiple guest IDs with different characteristics, you can create multiple self-service sites. For example, you may want to create an English site and a Spanish site. Or you may want to create a European site, which uses your European business unit, and a U.S. site, which uses your U.S. business unit. You may even want to create multiple European sites that use different languages but that all point to the same European business unit. This can all be accomplished by creating multiple guest IDs with the appropriate characteristics. If you set up multiple guest IDs, the self-service Sign In page enables users to switch between guest IDs. For example, if you set up guest IDs for different languages and use the language names as the IDs descriptions, then visitors can select from a list of languages. The label for the field where visitors select a guest ID is stored in the Message Catalog to make it easy for you to change the label to suit your business needs. When visitors register, the system clones the currently active guest ID to create the new user ID. Even after visitors sign in with their own user IDs, the guest ID being used at the time of sign in continues to control the site language and business unit.
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See Also
Supplemental Installation Instructions for PeopleSoft 8.8 CRM Applications
Contact Us Notifications
Registered users (but not guest users) use the Contact Us page to send messages to your organization. When customers send messages, they identify the subject of the message by selecting from a list of subjects and topics that youve defined. Once the customer submits the Contact Us message, the system: Captures the message as an interaction that is visible through 360-Degree View and other interaction lists. Notifies designated people that the message was submitted. The system determines whom to notify based on the workflow action that you associate with the subject and topic of the message. The workflow action also determines whether notifications are sent to worklists or to email addresses. Worklist notifications automatically include a link to the interaction page; email notifications include a link only the email template is so configured. The CONTACT US FORM email template delivered by PeopleSoft includes this link. To take maximum advantage of interaction functionality, use the 360-degree view to manage all follow-up communications. Using the 360-degree view ensures that all follow-up communications are captured as interactions. A direct email response bypasses the system and is not captured as an interaction.
See Also
Part 5, Interactions and 360 Degree Views, page 435
Product Registration
Registered users can register products online through PeopleSoft Customer Self-Service and 360-Degree View. When a customer signs in and selects to register a product, the system populates the Product Registration page with two lists: Your existing products. Includes a list of installed products currently belonged to the customer. New product. Contains product catalogs, a product list, or both, that the customer uses to locate new products to register. After self-service users have successfully signed in and clicked to register a product, the Product Registration page is brought up, where they select which product to register. Note. You need to be a registered user in the system in order to register products through PeopleSoft Customer Self-Service. On the Existing Products section, installed products that have already been registered are displayed with the registration date. Users can click a registered product link to update the registration information or select an un-registered product link to register the product.
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In addition to registering products which already have installed products created for them, users can also register new products using product catalogs. Product catalogs group products in a hierarchical fashion, and the system leverages the existing grouping of products in catalogs to provide simple navigation for users to register new products. As an administrator, you select product catalogs from the system (you can also set up new catalog specific for product registration) to be displayed in the New Product section of the page. Users can then drill down on any listed catalog to look for their newly bought products to be registered, without having to remember and enter product names. When the registration is submitted, the system creates new installed products with the Installed status for products selected from the new product list. For registered products that are chosen from the existing product list, the system updates the associated installed products with the information collected from the product registration, such as date of registration, serial ID and so on. As an administrator, you can specify what installed product fields are available for display or editing on the Product Registration - Product Registration Details page. You can also configure the system to only display installed products of certain statuses. This enables you to limit the registration process to installed products for which product registration makes sensefor example, you do not want users to register an installed product that has been canceled or uninstalled. Note. If the quantity of an installed product is greater than one, and they are under different statuses, the installed product will be displayed on the Existing Products section, if any one of those statuses is in the status list specified on the Product Registration Setup page.
Registering Products using 360-Degree View

Besides self-service users, product registration is also made available to Customer Service Representatives (CSRs), who have the capability of registering products for customers through the 360-Degree View. CSRs can view and update any existing installed products, or select Product Registration in the Go To drop down list on the page to register products for customers on the phone.
See Also
Chapter 36, Setting Up Customer Self-Service, Setting Up User Registration Features, page 501 Chapter 36, Setting Up Customer Self-Service, Selecting Catalogs, page 505
Implementing Self-Service Security

This section describes self-service security and discusses how to: Establish privilege codes and customs privilege codes. Assign privileges to users. Assign privileges to roles. Register Guest users to facilitate consumer self-service registration. Create company code and password to facilitate business user self-registration. Note. Information on the bulleted list above can be found in the chapter Setting Up Security and User Preferences located in the PeopleSoft 8.8 CRM Application Fundamentals PeopleBook.
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See Chapter 4, Setting Up Security and User Preferences, Implementing Self-Service Security, page 53.
Setting Up Multiple Self-Service Sites

This section discusses how to: Define guest IDs. Change the label of the guest ID selection field.
Defining Guest IDs

To define a guest ID: 1. Define the ID in the PeopleTools User Profiles component. Access the User Profiles component from PeopleTools, Security, User Profiles, User Profiles. On the General page, enter the language code associated with the ID. Anyone who logs on with a guest ID sees all pages in the associated language code. On the ID page, enter the description that your self-service users will see in the guest ID selection field. For example, if you support multiple languages and you define language-based user IDs, the descriptions might be the language names. See PeopleTools Security 2. Establish the ID as a guest ID in the User Registration Set Up page Access the User Registration Setup page from Set Up CRM, Security, Self Service, User Registration. This is the step that makes the ID into a guest ID that allows Personal and Business User Registration. That is, the self-service Sign In page enables users to select from IDs that have a user registration definition. See Chapter 4, Setting Up Security and User Preferences, Implementing Self-Service Security, page 53. 3. Define preferences for the guest ID in the User Preferences page. Access the User Preferences page from Set Up CRM, Security, User Preferences. Select a default business unit and market for the guest. If you do not select a business unit, the default Order Capture business unit (as established on the Order Capture Definition page) is used. See Chapter 4, Setting Up Security and User Preferences, Defining User Preferences, page 61.
See Also
PeopleSoft 8.8 CRM Collaborative Selling PeopleBook, Defining Order Capture Business Units
Changing the Label of the Guest ID Selection Field

To change the label of the guest ID selection field: 1. Access the Message Catalog from PeopleTools, Utilities, Administration, Message Catalog.
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2. Look up Message Set Number 18068, whose description is "Self Service Common." 3. Click Find Link and enter the Message Number 19 in the search string. The field label text appears. The delivered text is Select a site. 4. Enter an alternative label for the guest ID selection field. For example, if your guest IDs are for different languages, you might use Select a language as the field label. 5. Save your changes.
Setting Up User Registration Features

This section discusses how to: Define keys for business users to give their representatives. Enable password hint functionality. Note. These topics are discussed in detail elsewhere; this section provides summary information and cross-references
Define Keys for Business Users to Give Their Representatives

Self-service users can register as business users by providing a key that is specific to the customer they represent. You set up this key on the Business User Registration page. See Chapter 4, Setting Up Security and User Preferences, Registering Business Users, page 59.
Enabling Password Hint Functionality

Password hint functionality enables users who have forgotten their password to request a new password after answering a hint question. To enable this feature, you must set up forgotten password email text at the system level. Additionally, the user must: Have a primary email address. Establish a password hint during registration or through the Name and Sign In maintenance pages. Be associated with a permission list that permits the password to be emailed. See PeopleTools Security
Setting Up Contact Us Features

This section provides an overview of Contact Us notifications and discusses now to: Define topics.
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Define subjects and Contact Us workflow.
Prerequisites
When customers use the Contact Use page to communicate with your organization, they select from a predefined list of subjects and topics. When they submit the message, the system sends a notification to a designated person. You set up this workflow for each subject-topic combination you define. Before you create subjects and topics, you need to define the workflow actions and workflow email templates to be used for these notifications.
See Also
PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up PeopleSoft CRM Workflow, Defining Workflow Actions for Contact Us Notifications PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up PeopleSoft CRM Workflow, Defining Workflow Email Templates for Contact Us Notifications
Pages Used to Set Up Contact Us Features

Page Name Contact Us Topic Object Name
CONV_SUB_TOPIC_TBL
Navigation Set Up CRM, Common Definitions, Contact Us, Contact Us Topic, Contact Us Topic Set Up CRM, Common Definitions, Contact Us, Contact Us Subject, Contact Us Subject
Usage Define topics (subcategories of subjects) that customers can select when requesting that you contact them. Define subjects from which customers can choose when submitting a request to be contacted, and set up workflow to notify someone that a Contact Us message for this subject has been submitted.
Contact Us Subjects
SUBJECT_TABLE
Defining Topics
Access the Contact Us Topic page.
Contact Us Topic page
Defining Subjects and Contact Us Workflow

Access the Contact Us Subject page.
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Contact Us Subject page
When you define a subject, specify the associated topics (subcategories within subjects) and the workflow objects (a workflow action and email template) that are used to deliver the customers request to a particular worklist Effective Date Description Contact Us Topic Email Template Workflow Action The effective date of the email template data. Enter up to 36 characters describing the subject. Select topics to associate with this subject. For each subject-topic combination, specify the workflow email template that is used to create the text in email notifications that the system sends. For each subject-topic combination, specify the workflow action that is used to sent a notification alerting a worker to the newly submitted message.
Setting Up Product Registration

This section discusses how to: Configure installed product registration. Select catalogs.
See Also
Chapter 36, Setting Up Customer Self-Service, Product Registration, page 498 Chapter 37, Working with Customer Self-Service Transactions, Registering Products, page 550
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Pages Used to Set Up Product Registration for Self-Service Users

Page Name Product Registration Setup Object Name
RF_PROD_REG_SETUP
Navigation Set Up CRM, Product Related, Installed Product, Product Registration, Product Registration Setup
Usage Define statuses that determine which installed products are displayed on the Existing Products section of the Product Registration page and specify a list of fields that are visible, and possibly modifiable, for users on the Product Registration Details page. Select product catalogs that can be used by self-service users to look for and register products not listed on the Existing Product section.
Catalogs
RF_PROD_REG_SETUP2
Set Up CRM, Product Related, Installed Product, Product Registration, Catalogs
Configuring Installed Product Registration

Access the Product Registration Setup page.
Product Registration Setup page
Installed Product Statuses

Specify the statuses for which installed products (belonging to the self-service user) are displayed in the Existing Products section of the Product Registration page.
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Note. Product registration setup is keyed to setID. Market Status Select the market value for the installed product status. For each status you can only choose from markets that currently exist for that status value. Select the status for installed products to be displayed on the Product Registration page.
Registration Fields
Use this section to define which of the installed product fields are to be displayed for users on the Product Registration Details page as modifiable and read-only fields. The system populates the information specified in this section to the Installed Product page of the Product Definition component as default values. For products that require a different set of fields to be shown to self-service users on the registration page, you can change the field selection on the corresponding Product Definition component. The selection made on the Product Definition component takes precedence of the one done on Product Registration Setup page. Name Select the field to be displayed on the Product Registration Details page from the following list: Asset Tag, Authorization Code, Comments, Date Registered, Department, Distributor, Distributor Contact, Environment, Install Type, Item Shipping Date, Network, Operating System, Operating System Version, Order Date, Ownership, Physical Location, Platform, Purchase Date, Serial ID, Site ID and User Interface. The system uses this value as the name of corresponding fields that you see on the registration page. Select to enable users to make changes to the corresponding field. Clear this check box for fields that need to be displayed as read-only when updating previously registered products on the Product Registration Details page. When registering a product for the first time, all fields except the product description and the registration date are modifiable, regardless of the setting of this check box.
Modifiable
Selecting Catalogs
Access the Catalogs page.
Catalogs page
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To provide a means for users to look up and register new products (or products that are not available from the existing products list), you, as an administrator, have the option to offer product catalogs on the Product Registration page where users can search for products they want to register without having to remember and type in the names. By selecting product catalogs you want to be displayed from the Catalog field, users will be able to see the catalog list under the New Product section of the Product Registration page.
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Working with Customer Self-Service Transactions

This chapter provides an overview of customer self-service and discusses: Signing in to PeopleSoft CRM self-service. Registering as a personal or business user. Selecting which customer a business user represents. Maintaining name and sign in information. Maintaining a contacts own information. Maintaining a contacts address book. Maintaining a consumers contact and address information. Maintaining a consumers address book. Viewing internal contacts. Sending messages. Registering products. Note. Several of the pages discussed in this chapter can be accessed from the pagelets in PeopleSoft CRM Portal Pack.
See Also
PeopleSoft 8.8 CRM Portal Pack PeopleBook, CRM CustomerFacing Pagelets
Understanding Customer Self-Service

By deploying self-service transactions, you enable your customers to access information and transact business online. PeopleSoft CRM provides the following types of self-service transactions: Self-registration and sign in. Profile maintenance transactions that customers use to view and maintain information about themselves and their relationship with your organization. A contact us transaction that customers use to send a message to your organization or chat live online with a customer representative. Product registration.
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Application-specific transactions that customers use to perform functions such as ordering products and submitting support cases. This chapter describes registration, sign in, profile maintenance, the contact us transaction and product registration. This chapter also discusses the differences between self-service for consumers (personal users) and for contacts (business users). Application-specific transactions are described in the corresponding application PeopleBooks.
See Also
PeopleSoft 8.8 CRM for Financial Services PeopleBook, Working with Self-Service Transactions in PeopleSoft CRM for Financial Services PeopleSoft CRM for Communications, Working with Self-Service Transactions in PeopleSoft CRM for Communications
Signing In to PeopleSoft CRM Self-Service

This section discusses how self-service users: Sign in to PeopleSoft CRM self-service. Identify themselves to request a new password. Complete the request for a new password.
Pages Used to Sign In

Page Name Sign In Forgot Password Forgot Password - Email New Password Confirmation Object Name
RX_LOGIN RX_EMAIL_PSWD RX_EMAIL_PSWD2
Navigation Sign In, Sign In Click the Password Hint button on the Sign In page. Click the Continue button on the Forgot Password page. Click the Email New Password button on the Forgot Password - Email New Password page.
Usage Sign in to PeopleSoft CRM self-service. Request a new password. Answer a password hint question to complete the request for a new password. Confirms that the password has been reset and mailed.
RX_EMAIL_PSWD_CNFR
Signing In to PeopleSoft CRM Self-Service

Access the Sign In page.
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Sign In page
Guest Access
When users first access the site, they are automatically logged in using the guest ID identified in your configuration.properties file. As long as that ID has the appropriate permissions, users can use the site with limited access. Users can then sign in with their own user ID and password to further identify themselves and get additional access. For example, a user who accesses the site as a guest can access the product catalog but cannot view order statuses. Once a user signs in, the user can access both the product catalog and order statuses. Even after users sign in with their own user IDs, the guest ID controls certain site characteristics such as the site language. If you have more than one guest ID, users can switch to a different one by selecting a value from the drop-down list box on the page. Depending on how youve defined your guest IDs, the IDs may control the site language, the business unit whose data is displayed, or other site characteristics. As delivered, the field label is Select a Site, but you can change this to more accurately reflect the guest ID options you establish. An example of this might be, Select a location: with choices of United States, European Market and Aisa.
Registered User Access

Visitors can register as personal users or as business users: Click the Personal User Registration link to establish a personal user ID. When a site visitor registers as a personal user, the system creates a consumer record for that person. Click the Business User Registration link to establish an ID as a contact for a company that has already been set up in the CRM system. When a site visitor registers as a business user, the system creates a contact record associated with the customer that the visitor specifies. The visitor must provide a customer code and key given to them by their site administrator.
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Either type of registration causes the system to create a user ID that is associated with the new consumer or contact record and that the visitor can use to sign in on subsequent visits to the site. The user ID is cloned from the guest ID that was active at the time the user registered. Menu navigation options and, in some cases, page appearance depends on the users role or roles. Users who do not remember their passwords can click the Password Hint link to request a new password.
See Also
Chapter 37, Working with Customer Self-Service Transactions, Registering as a Personal or Business User, page 511 Chapter 36, Setting Up Customer Self-Service, page 497 Installing PeopleSoft CRM Applications
Identifying Oneself to Request a New Password

Access the Forgot Password page.
Forgot Password page
To request a new password, users enter their user ID then click Continue.
Completing the Request for a New Password

Access the Forgot Password - Email New Password page.
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Forgot Password - Email New Password page
The system displays the Email Address to which the new password will be sent; this is the users primary email address. The user must correctly answer a personalized password hint question before the system creates and sends a new password. Users establish a password hint question when they first register; they can change the question by modifying their personal profile. After entering an answer, the user clicks the Email New Password button to complete the request.
Registering as a Personal or Business User

This section discusses how self-service users: Register as a personal user. Identify the company for a business user registration. Register as a business user. Review registration information.
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Pages Used to Register as a Personal or Business User

Page Name Sign In Registration Object Name
RX_LOGIN RX_REGISTER
Navigation Sign In, Sign In Click the Personal User Registration link on the Sign In page. Click the Business User Registration link on the Sign In page. Click the Continue button on the Business User Registration page. Click the Submit Registration button on the Registration page or the Register as a Business User for <Your Company> page.
Usage Sign in to PeopleSoft CRM self-service. Register as a personal user.
Business User Registration
RX_REGISTER_REPCHK
Identify the company for a business user. Register as a business user.
Register as a Business User for <Your Company> Registration Confirmation
RX_REGISTER_REP
RX_REGISTER_CNFRM
Review registration information.
Registering as a Personal User

Access the Registration page for personal users.
Registration page (1 of 2)
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When the user clicks the Submit Registration button, the system creates a new user ID and a new consumer record.
Identifying the Company for a Business User Registration

Access the Business User Registration page.
Business User Registration page
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Your organization sets up keys on the Business User Registration Setup page. You give your customers their company code and key, and they share the information with the users who they want to allow to register under their company code. When a user registers, the new contact record is associated with the company specified on this page. When you set up a key, you can set a limit on the number of times it can be used.
See Also
Chapter 36, Setting Up Customer Self-Service, Define Keys for Business Users to Give Their Representatives, page 501
Registering as a Business User

Access the Register as a Business User for <Your Company> page.
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Register as a Business User for <Your Company> page
When the user clicks the Submit Registration button, the system creates a new user ID and a new contact record for the specified company.
Reviewing Registration Information

The Registration Confirmation page appears after the user clicks the Submit Registration button on the Registration page or the Register as a Business User for <Your Company> page.
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Registration Confirmation page
One of two buttons appears here depending on what the users was doing previously. Click Continue Shopping to access the Product Catalog. Click Checkout to go directly to the checkout page.
Selecting Which Customer a Business User Represents

This section discusses how a contact associated with more than one company chooses a company for the current session. The default company is established in the User Preferences page.
Pages Used to Select a Customer

Page Name Customer Selection Object Name
CUST_SELECT
Navigation Customer Section, Customer Selection
Usage This page is available only if the logged in user is a contact for more than one company.
Selecting a Customer
Access the Customer Selection page.
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Customer Selection page
To enable access to this page, assign the user to the delivered Broker PeopleTools security role. Clicking the Select button selects the customer for the current session and updates the user preferences so that the selected customer is the default the next time the user logs in.
Maintaining Name and Sign In Information

This section discusses how self-service users: Access general-purpose transactions. Review name and sign in information. Change their name. Change their password. Change their password hint. Note. This process is the same for consumers and contacts.
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Pages Used to Maintain Name and Sign In Information

Page Name Profile Name and Sign In Profile - Change Name Object Name
RX_PROFILE RX_NAME_SIGNIN RX_NAME_CHNG
Navigation Profile, Profile Click the Name and Sign In link on the Profile page. Click the Change Name button on the Name and Sign In page Click the Change Password button on the Name and Sign In page Click the Change Password Hint button on the Name and Sign In page
Usage Access general-purpose self-service transactions. Review and edit name and sign in information. Update name information.
Profile - Change Password
RX_PSWD_CHNG
Enter a new password.
Profile - Change Password Hint
RX_HINT_CHNG
Enter a new password hint.
Accessing General Purpose Transactions

Access the Profile page.
Profile page
Reviewing Name and Sign In Information

Access the Name and Sign In page.
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Name and Sign In page
Changing a Name
Access the Profile - Change Name page.
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Profile - Change Name page
Changing a Password
Access the Profile - Change Password page.
Profile - Change Password page
Changing the Password Hint

Access the Profile - Change Password Hint page
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Profile - Change Password Hint page
See Also
Chapter 37, Working with Customer Self-Service Transactions, Signing In to PeopleSoft CRM Self-Service, page 508
Maintaining a Contacts Own Information

Contacts review and update their own information using the pages accessed from the Default Addresses link on the Profile page. This section discusses how contacts: Navigate their personal contact and address pages. Review their primary contact methods. Maintain contact methods. Maintain contact addresses. Note. To review and update company informationsuch as bill to, ship to, and sold to addresses contacts must use their address book.
See Also
Chapter 37, Working with Customer Self-Service Transactions, Maintaining a Contacts Address Book, page 525
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Pages Used to Maintain Contact Information of a Contact

Page Name Profile Profile - Default Addresses Object Name
RX_PROFILE RX_PROFILE_DFLTS
Navigation Profile, Profile Click the Default Addresses link on the Profile page. On the Profile - Default Addresses page, click the Change Contact Information button. On the Profile - Contact Information page, click the Edit link for an existing address or click the Add New Address button. On the Profile - Contact Information page, click the Delete link for any non-primary address, phone number, or email address.
Usage Access general-purpose self-service transactions. Review the contacts primary address, phone number and email address. Change the contacts address, phone number, and email address information. Create or update addresses associate with the user.
Profile - Contact Information RX_ADR_MY_INFO
Address Book - Create New RX_ADR_CUST_ADDR Address/Address Book Update Address Delete Confirmation
RX_ADR_DEL_CONFIRM
Confirm that the address, phone number, or email address is to be deleted.
Navigating a Contacts Personal Contact and Address Pages

The following diagram shows the navigation among the pages that contacts use to maintain personal information.
Edit link or New Address button
Default Addresses
Change Contact Information button
Profile Contact Information
Create New Address or Update Address (for self)
Delete link
Delete Confirmation
Pages used to maintain personal information of a contact
Reviewing Primary Contact Information of a Contact

Access the Profile Default Addresses page.
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Default Addresses page for a contact
Maintaining Contact Information of a Contact

Access the Profile - Contact Information page.
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Profile - Contact Information page
Click the Add New Phone or Add New Email buttons to create additional blank rows for adding the specified type of information. Click the Add New Address button to display the Create New Address page. Click the Edit link to update the associated address.
Maintaining Contacts Addresses

Access the Address Book - Create New Address or Address Book - Update Address page.
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Address Book - Update Address page
Changes to the address apply only to the contact making the change.
Maintaining a Contacts Address Book

Because contacts can access only their own information through the Profile - Default Addresses page, they must use their address book to view and update information about the customer that they represent. This section discusses how contacts: Navigate the address book. Review customer addresses. Review customer contacts. Review the customers primary information. Create a customer or contact address Create a customer contact. Select an existing contact. Select an existing address. Maintain name, role information, and relationship address for customer contacts. Update a customer or contact address.
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Pages Used to Maintain a Contacts Address Book

Page Name Profile Address Book (View Addresses) Object Name
RX_PROFILE RX_ADR_CUST_INFO
Navigation Profile, Profile Click the Address Book link on the Profile page. Click the View Addresses link when you are on the Address Book (View Contacts) page or the Address Book Customers Primary Information page.
Usage Access general-purpose self-service transactions. Review addresses associated with the customer being represented.
Address Book (View Contacts)
RX_ADR_CUST_CNTCT
Review contacts associated Click the View Contacts with the customer being link on the Address Book (View Addresses) page or the represented. Address Book - Customers Primary Information page. Click the View Customers Primary Information link on the Address Book (View Addresses) or Address Book (View Contacts) page. Click the Add New Contact button on the Address Book (View Addresses) page or the Address Book (View Contacts) page. Review the default contacts and addresses used for specific purposes.
Address Book - Customers RX_ADR_CUST_DFLTS Primary Information
Address Book - Create New Contact
RX_ADR_NEW_REP
Create a new contact or a new address for the customer being represented.
Address Book - Select Contact
RX_ADR_USE_CNTCT
Select a new primary Click the Replace link of contact for any of the roles any contact on the Address shown on the Address Book - Customers Book - Customers Primary Information page. Primary Information page. Click the Copy Existing Select a contact to copy Contact link on the into a new address book Address Book - Create entry. New Contact page. Select a new primary Click the Replace link of address for any of the any address on the Address address roles shown on Book - Customers the Address Book Primary Information page. Customers Primary Click the Copy Existing Information page. Address link on the Select an address to copy Address Book - Create into a new address book New Contact page. entry.
Address Book - Select Address
RX_ADR_SEL_CUST_DF
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Page Name Address Book - Contact Information
Object Name
RX_ADR_REP_INFO
Navigation Click the Edit link of any contact on the Address Book - Customers Primary Information page. Click the Edit link on the Address Book (View Contacts) page.
Usage Edit an existing contacts information.
Address Book - Create New Address Address Book - Create New Address
RX_ADR_REP_ADDR
Click the Add New Address Add a new address for a button on the Address Book - contact. Contact Information page. Click the Add New Address button on the Address Book (View Addresses) page. Click the Add New Address link on the Address Book - Select Address page Add a new address for the customer. The address does not need to be associated with a specific contact.
RX_ADR_CUST_ADDR, RX_ADR_NEW_ADDR
Address Book - Update Address
RX_ADR_CUST_ADDR, RX_ADR_REP_ADDR
Click the Edit link of any address on the Address Book - Customers Primary Information page. Click the Edit link on the Address Book (View Addresses) page. Click the Edit link of any address on the Address Book - Contact Information page for any contact who is associated with one or multiple addresses. Click the Delete link on the Address Book (View Addresses) page or on the Address Book (View Contacts) page.
Modify an existing address.
Delete Confirmation
RX_ADR_DEL_CONFIRM
Confirm that you want to delete an address or contact. A deleted address is removed from the contacts address book, but remains in the system with an End Date equal to the date it was deleted.
Navigating a Contacts Address Book

A contacts address book has three staring points: Address Book (View Addresses) Address Book (View Contacts) Address Book - Customers Primary Information The following diagram shows the navigation options from the Address Book (View Addresses) page.
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Address Book View Addresses
Create New Contact button
New Address button
Edit link
Delete link
Create New Contact
Create New Address
Update Address
Delete Confirmation
Copy Existing Contact link Copy Existing Address link
Contact Selection
Select Address
Pages accessed from the Address Book (View Addresses) page
The following diagram shows the navigation options from the Address Book (View Contacts) page.
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Address Book View Contacts
Add New Contact button
Edit link
Delete link
Create New Contact
Contact Information
Delete Confirmation
Copy Existing Contact link Copy Existing Address link Add New Address link
Contact Selection
Select Address
Create New Address
Pages accessed from the Address Book - View Contacts page
The following diagram shows the navigation options from the Address Book Customers Primary Information page.
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Customer's Primary Information
Replace link (for any contact)
Replace link (for any addresst)
Edit link (for any contact)
Edit link (for any address)
Select Contact
Select Address
Contact Information
Update Address
Add new address
Add New Address button
Edit link
Delete link
Create New Address
Create New Address
Update Address
Delete Confirmation
Copy existing contact
Copy existing address
Select Contact
Select Address
Pages accessed from the Address Book - Customers Primary Information page
Reviewing Customer Addresses

Access the Address Book (View Addresses) page.
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Address Book (View Addresses) page
The page displays addresses that are associated with the customer being represented. If the address is associated with a specific site, the site name is also displayed. Predefined Search Billing, Shipping, and Sold To Select from the following: Show all addresses, Show billing addresses, Show install-to site addresses, Show shipping addresses and Show sold-to addresses. The word Primary appears in the appropriate column for the primary billing, shipping, and sold to addresses. The word Yes appears in the appropriate column for the non-primary billing, shipping, and sold to addresses. To change a companys primary addresses, go to the Address Book - Customers Primary Information page.
Reviewing Customer Contacts

Access the Address Book (View Contacts) page.
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Address Book (View Contacts) page
The page displays contacts who are associated with the customer being represented. Billing, Shipping and Sold To The word Primary appears in the appropriate column for the primary billing, shipping, and sold to contacts. The word Yes appears in the appropriate column for the non-primary billing, shipping, and sold to contacts. To change a customers primary contacts, go to the Address Book - Customers Primary Information page.
Reviewing Customers Primary Information

Access the Address Book - Customers Primary Information page.
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Address Book - Customers Primary Information page
The page displays the customers overall primary contact and address as well as the primary billing, shipping, and sold to contacts and addresses. You can modify the contacts and addresses or select new primary contact and address.
Creating a Customer or Contact Address

Access the Address Book - Create New Address page.
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Address Book - Create New Address page
Enter the new address information. If the address is a billing, shipping, or sold to address, select the appropriate Address Role check box.
Creating a Customer Contact

Access the Address Book - Create New Contact page.
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Address Book - Create New Contact page (1 of 2)
Address Book - Create New Contact page (2 of 2)
If the new contact is a billing, shipping, or sold to contact, select the appropriate Contact Role check box. If the contacts address is a billing, shipping, or sold to address, select the appropriate Address Role check box.
Selecting an Existing Contact

Access the Address Book - Select Contact page.
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Address Book - Select Contact page
Selecting an Existing Address

Access the Address Book - Select Address page.
Address Book - Select Address page
Maintaining Name, Role Information, and Address Relationship for Customer Contacts
Access the Address Book - Contact Information page.
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Address Book - Contact Information page
If the contact is a billing, shipping, or sold to contact, select the appropriate Contact Role check box. Click Edit or Delete to maintain address for the contact to customer relationship. Click the Add New Address button to enter a new address for this relationship.
Updating a Customer or Contact Address

Access the Address Book - Update Address page.
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This page is almost identical to the Address Book - Create New Address page, except that the address role is not available for editing.
Maintaining a Consumers Contact and Address Information

Consumers review and update their own information using the pages accessed from the Profile - Default Addresses link on the Profile page. Unlike contacts, consumers can update bill to, ship to, and sold to addresses using these pages. This section discusses how consumers: Navigate the contact and address pages. Review contact information. Review their primary addresses. Select a new primary address. Maintain contact information.
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Create a consumer address. Update a consumer address.
Pages Used to Maintain a Consumers Contact and Address Information

Page Name Profile Profile - Default Addresses Object Name
RX_PROFILE RX_PROFILE_DFLTS
Navigation Profile, Profile Click the Default Addresses link on the Profile page.
Usage Access general-purpose self-service transactions. Update the consumers default contact information, shipping address, and billing address information Change the consumers address, phone number and email address information. Review the consumers primary address, primary billing, and primary shipping addresses. Select a new address of any of the address roles shown on the Address Book - Customers Primary Information page.
Profile - Contact Information RX_ADR_MY_INFO
Address Book - Customers RX_ADR_CUST_DFLTS Primary Information
On the Profile - Default Addresses page, click the Change Contact Information button. On the Profile - Default Addresses page, click the Change Default Shipping button or the Change Default Billing button. On the Address Book Customers Primary Information page, click the Replace link for any address.
Address Book - Select Address
RX_ADR_SEL_CUST_DF
Address Book - Create New RX_ADR_CUST_ADDR Address, Address Book Update Address
Create or update addresses. On the Profile - Contact Information page, click the Edit link for an existing address or click the Add New Address button. On the Profile Customers Primary Information page, click the Edit link for an address. Deletes the selected address. Click the Delete link for an address on the Profile Contact Information page
Address Book - Delete Confirmation
RX_ADR_DEL_CONFIRM
Navigating Consumer Contact and Address Pages

The following diagram shows the navigation among the pages that consumers use to maintain contact information.
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Default Addresses
Change Contact Information button
Change Default Shipping button or Change Default Billing button
Profile - Contact Information
Customer's Primary Information Edit link Replace link
Add new address
Edit link
Delete link
Create New Address
Update Address
Delete Confirmation
Update Address
Select Address
Copy contact
Copy address
Add new address
Select Contact
Select Address Copy existing contact
Create New Address Copy existing address
Select Contact
Select Address
Pages used to maintain a consumers contact information
Reviewing a Consumers Primary Contact and Address Information

Access the Profile - Default Addresses page.
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Profile - Default Addresses page
Reviewing a Consumers Primary Addresses

Access the Address Book - Customers Primary Information page.
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Address Book - Customers Primary Information page
The page displays the consumers overall primary address as well as the primary billing and shipping addresses. You can modify addresses or select new ones.
Selecting a New Primary Address

Access the Address Book - Select Address page. See Chapter 37, Working with Customer Self-Service Transactions, Selecting an Existing Address, page 536.
Maintaining a Consumers Contact Information

Access the Profile - Contact Information page See Chapter 37, Working with Customer Self-Service Transactions, Maintaining a Contacts Own Information, page 521.
Creating a Consumer Address

Access the Address Book - Create New Address page.
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Address Book - Create New Address page
Updating a Consumer Address

Access the Address Book - Update Address page.
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When consumers update an address, they must choose whether to update the address for all contacts who use this address or only for themselves. If they update the address for all contacts, the existing address record is changed. If they update the address only for themselves, the system creates a new address record and associates it with the user. The old address still exists if there are users associate with it.
Maintaining a Consumers Address Book

This section discusses how consumers: Navigate the address book. View addresses. Maintain addresses. Delete an address.
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Create new address
Pages Used to Maintain Addresses and an Address Book

Page Name Profile Address Book Address Book - Update Address Address Book - Create New Address Address Book - Select Address Object Name
RX_PROFILE RX_ADR_CONSUMER RX_ADR_CUST_ADDR
Navigation Profile, Profile Click the Address Book link on the Profile page. Click the Edit link of any address on the Address Book page. On the Address Book page, click the Add New Address button. Click the Replace link on the Address Book Customers Primary Information. Click the Copy Existing Address link on the Address Book - Create New Address page.
Usage Access general-purpose self-service transactions. Review addresses associated with the consumer. Modify an address in the address book. Create an address in the address book for the consumer. Select an address to copy into a new address book entry.
RX_ADR_NEW_REP
RX_ADR_SEL_CUST_DF
Address Book - Delete Confirmation
RX_ADR_DEL_CONFIRM
On the Address Book page, click the Delete link for an address that is associated with the consumer.
Confirm that you want to delete the address, and select whether to delete it for all users or the current user.
Navigating a Consumers Address Book

The following diagram shows the navigation options from the Address Book page.
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Address Book View Addresses
Create New Contact button
New Address button
Edit link
Delete link
Create New Contact
Create New Address
Update Address
Delete Confirmation
Copy Existing Contact link Copy Existing Address link
Contact Selection
Select Address
Pages accessed from the Address Book - View Addresses page
Viewing a Consumer Address

Access the Address Book page.
Address Book page for consumers
If the address is associated with a contact, the contacts name appears in the name columns. If the address is associated only with a consumer, the consumers name appears in the name columns.
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Updating a Consumer Address

Access the Address Book - Update Address page. See Chapter 37, Working with Customer Self-Service Transactions, Maintaining a Consumers Address Book, page 544.
Deleting a Consumer Address

Access the Address Book - Delete Confirmation page.
Address Book - Delete Confirmation page
When you delete a consumer address, and if the address is not associated with any contacts, the only elements on the page are the Yes Delete and the No Do Not Delete buttons. If the address is associated with a contact, there is an additional option for selecting whether to delete the address for all contacts who use this address or only for the current contact. If you delete the address for all contacts, but the address is a default bill to, ship to, or sell to address, the address is not deleted. Instead, the system removes any associations contacts have to this address.
Creating a Consumer Address

Access the Address Book - Create New Address page. See creating contact address in this chapter
Viewing Internal Contacts

This section discusses how self-service users view internal contacts (people who are linked to the customer and are noted as internal contacts).
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Pages Used to View Internal Contacts

Page Name Profile Contact Directory Object Name
RX_PROFILE WC_CONTACT_DIR
Navigation Profile, Profile Click the Internal Contacts link on the Profile page.
Usage Access general-purpose self-service transactions. Self-service users can view a list of the people in your organization who are on record as contacts for the customer.
Viewing Internal Contacts

Access the Contact Directory page to view the phone and email information of the internal contacts in your organization.
Sending Messages
This section discusses how customers send messages to your organization.
Page Used to Send a Message

Page Name Contact Us Object Name
WC_CONTACT_US
Navigation Contact Us, Contact Us
Usage Self-service users use this page to send messages to your organization.
Sending a Message
Access the Contact Us page.
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Contact Us page
Each subject-topic combination is associated with a workflow action that your organization specifies. The workflow action sends a notification that alerts the recipient to the newly submitted message. If you use the 360-Degree View feature, the system creates an interaction when the user sends the message. In this situation, the notification normally includes a link to the newly created interaction. If the user requests a confirmation email, the system sends a message based on the Contact Confirmation email template. You cannot choose a different template for the confirmation email. You can, however, modify the text of the template.
Contact Us by Chat
Live Chat Chat functionality enables agents or CSRs to communicate with customers via live two-way text chat. Customers request a live chat and the system routes the request to an available agent. When the agent accepts the chat, the agents chat window automatically displays the 360degree view of the customer.
See Also
Chapter 36, Setting Up Customer Self-Service, page 497 PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up PeopleSoft CRM Workflow PeopleSoft 8.8 CRM Portal Pack PeopleBook, CRM CustomerFacing Pagelets
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Registering Products
This section discusses how self-service users register products.
Pages Used to Register Products

Page Name Product Registration Object Name
RF_PROD_REG_SRCH
Navigation Product Registration, Product Registration
Usage Select to register new or existing products.
Product Registration RF_PROD_REG_DET Product Registration Details
Enter product registration Click a product link from information. the Your Existing Products list or the New Product list (after locating the product from product catalogs) on the Product Registration page.
See Also
Chapter 36, Setting Up Customer Self-Service, Setting Up Product Registration, page 503
Selecting Products for Registration

Access the Product Registration page.
Product Registration page
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When you sign in to PeopleSoft CRM self-service and select to register a product, the system displays a list of your installed products under the Your Existing Products section. Installed products that are shown on this list are in the statuses specified in the Product Registration Setup page for which installed products are to be displayed. The New Product section lists the catalogs that can be used for product registration. Depending on how a catalog is set up, you may see a simple list of products, list of product categories, or both when you select a product catalog. Regardless of whether you need to browse through different levels to find a product, clicking a product link brings you directly to the Product Registration - Product Registration Details page where you fill out and submit the product registration. Note. In addition to registering products in PeopleSoft CRM self-service, users can also contact Customer Service Representatives (CSRs) who are able to register products for customers through the 360-Degree View.
See Also
Chapter 35, Using the 360-Degree View, page 483
Entering Product Registration Information

Access the Product Registration - Product Registration Details page.
Product Registration - Product Registration Details page
In the Registration section, the system populates the description of the product you have selected from the catalog. It also displays the installed product fields that have been selected during setup to be displayed for product registration purposes. Administrators can define what fields to appear on this page from the Product Registration Setup page. Changes to these fields for a specific product can be made on the Installed Product page of the Product Definition component. Also, when defining these fields, the administrator can also specify whether or not the value in the field can be modified on existing installed products. In this example, self-service users can enter the serial ID, purchase date, site, location details and comments for the registration. When the product registration is submitted successfully, a record of it with the date of registration will appear under the Your Existing Product section. The system updates the associated installed product with the information the user entered during product registration. If it is a new product, the system creates an installed product with the Installed status.
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Click the button to submit and save the product registration. The system automatically populates the registered date with the current system date when you submit the registration. Cancel and Return Click to return to the Product Registration page.
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PART 7
Product and Item Management

Chapter 38 Using Products and Items in PeopleSoft CRM Chapter 39 Defining Items Chapter 40 Working With Item Assemblies Chapter 41 Checking Item Balances and Availability Chapter 42 Setting Up Products Chapter 43 Creating Catalogs Chapter 44 Tracking Installed Products
CHAPTER 38
Using Products and Items in PeopleSoft CRM

This chapter provides a brief overview of products, items and their relationship in PeopleSoft CRM. It supplements the existing Setting Up Products and Defining Items chapters; please refer to the corresponding chapters for more information about products and items.
Understanding Products and Items

This section provides an overview of product and item and discusses the relationship between them.
Products
Products are what you sell to your customers. In the CRM system, products can be physical goods, such as cars or refrigerators, or intangible services (also known as service products) such as 3000-minute rate plans for wireless phones. Product definitions are associated with pricing. The product record and its associated price setup provide the foundation for many features of PeopleSoft CRM, which include, but is not limited to, product ordering, catalogs, catalog searches, product advisor dialogs, dynamic product packages and configured products that are accessed from applications such as PeopleSoft Order Capture, Order Capture Self Service, Sales, CRM for Communications, Configurator and so forth. Products are also used in the PeopleSoft FieldService, Support and HelpDesk applications for on-site and off-site customer support processing. Products are defined using the Product Definition component. If your implementation includes PeopleSoft CRM and SCM (or other third-party supply chain management system), you can use the Product EIP to synchronize product data between the two systems. Note. For customers who own both PeopleSoft CRM and SCM, it is recommended that all product records be defined in the CRM system in order to take advantage of functionality, such as dynamic product packages and configured products, that are solely offered in PeopleSoft CRM. See Chapter 42, Setting Up Products, page 587.
Items
Items are tangible goods or materials that an organization keeps in stock for sale or use in the future. You use items to keep track of material stocks, which are located in physical storage locations such as warehouses, storerooms or service trucks, in your inventory control system.
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In PeopleSoft CRM, items are implemented in the FieldService product to manage materials. For example, technician Joe Smith goes to a customers site to perform maintenance service on a refrigerator. While he is on-site, he finds out that the thermostat is not working properly and needs to be replaced. He orders the item using the Manage Material component and the order is processed by the purchasing system in place. When the item is finally shipped to the technicians truck (as a result of interunit transfer or purchase order) and installed at customers site, he reports the receipt and usage of the new thermostat item and removal of old one on the Manage Material page. You can define items using the Item Definition component or use the Item Master EIP to synchronize PeopleSoft CRM item definition records defined in your inventory or purchasing system. Because the synchronization of item definitions is one-way, from your inventory or purchasing system to the CRM system, it is suggested that both the creation and updates of item records be made in the inventory or purchasing system and published to PeopleSoft CRM. Changes you made to item definitions in the CRM system will not be synchronized in the inventory and purchasing system through the Item Master EIP. See Chapter 39, Defining Items, page 559.
Associating Products with Items

Both products and items are used in the Installed Product component for tracking products (physical goods or services) that are installed at a customers site or issued to an internal worker. You can set up rules to govern when the CRM system automatically creates or changes the status of installed products (when a product is ordered through PeopleSoft Order Capture, upon the receipt of an ASN (Automatic Shipping Notification) from a fulfillment system and when a material usage or removal is recorded in the FieldService application). As any of these activities occurs, the CRM system passes product information on to the installed product along with the serial number (if applicable) that is picked from the inventory. Items are associated with products for fulfillment and servicing purposes in PeopleSoft CRM. Lets take an example. You are an electrical appliance retailer. You keep all your stock in a warehouse and have it managed by an inventory system, which associates the products you sell with items on the warehouse shelf. When a product (a refrigerator) order is placed by a customer and comes through the fulfillment system, the associated item of the product is then picked from the warehouse and shipped. The serial number is sent as part of the ASN message, which then triggers a creation of an installed product for the shipped product or an update of the existing installed product for that product (you need to set up rules in the system in order for the automatic creation and update of installed products to occur). Suppose after 10 months the customer contacts you about a repair service (replacing a defective part) for the refrigerator he purchased. Your technician obtains the part needed for the replacement from storage and performs the service request on-site. In the previous example where the technician replaces the broken refrigerator thermostat for the customer, a material stock request process is kicked off in the inventory management system, which translates into transactions such as pulling the associated item of the part from inventory or purchasing it if not available in storage, and shipping it to technicians truck for servicing. In PeopleSoft CRM, a product is associated with an item (one-to-one relationship), whereas an item can be linked to more than one product (one-to-many relationship). Generally, for any physical product you sell in store, there is an item equivalent in the inventory system, which establishes the one-to-one relationship. The item is stocked on the warehouse shelf and is used for fulfilling orders of that product. The one-to-many relationship between items and products occurs when two or more products use shared parts. For instance, the relationship is developed when the same thermostat is used in refrigerator #1, #2 and #3 as illustratedan item is associated with multiple products.
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Refrigertor #1 (item)
Refrigerator #1 (product)
Thermostat (item)
Relationship between products and items
The relationship between products and items, however, is not mandatory. In the case of a service product (3000-minute rate plan for wireless phones), which does not have a physical equivalent on the shelf of the storage, the product is not associated with any item in your inventory system. See PeopleSoft Managing Items PeopleBook See PeopleSoft Order Management PeopleBook See Chapter 44, Tracking Installed Products, Defining Creation and Update Rules for Installed Products, page 660.
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CHAPTER 39
Defining Items
This chapter provides an overview of item definition and discusses how to: Define item control values. Define and maintain items. Associate items with units of measure.
Understanding Item Definition in PeopleSoft CRM

Before you can reference an item on an agreement, warranty, or installed product, define material requirements for a service, use an item to complete work on a service order, or create a return material authorization enabling a customer to return an item, the item must be defined in PeopleSoft CRM system tables. You can define items using the Item Definition component or use the Item Master EIP to synchronize PeopleSoft CRM item definition records with item records defined in your inventory and purchasing system. Important! To successfully process material management transactions initiated in PeopleSoft CRM in your inventory and purchasing system, the definition of the item on the transaction must be identical in both systems. If you do not use the Item Master CRM - EIP to keep item information synchronized, you must manually duplicate changes or additions to item records in both systems. The Item Master - CRM EIP includes two application messages: ITEM_CRM_FULLSYNC_EFF and ITEM_CRM_SYNC_EFF. At initial implementation, your inventory and purchasing system publishes a full set of item records to your PeopleSoft CRM system using the ITEM_CRM_FULLSYNC_EFF application message. When item definitions in the inventory and purchasing system are added or modified after the initial synchronization, each is published to PeopleSoft CRM using the ITEM_CRM_SYNC and ITEM_CRM_SYNC_EFF application messages. PeopleSoft CRM is a subscriber to these messages, not a publisher. Any changes made to item definitions in PeopleSoft CRM are not published or synchronized with your inventory and purchasing system. When the messages of the Item Master - CRM EIP are activated, you cannot use the Item Definition component in PeopleSoft CRM to change or add item records. All updates to item records must be made in your inventory and purchasing system and published to PeopleSoft CRM, as illustrated in the following diagram.
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PeopleSoft FieldService
PeopleSoft Inventory and PeopleSoft Purchasing or Third-Party Inventory and Purchasing Systems
CRM Item Definitions
Item Master - CRM EIP
Inventory and Purchasing Item Definitions
Data flow from inventory and purchasing systems to PeopleSoft CRM
See Also
PeopleTools 8.42 PeopleBook: PeopleSoft Enterprise Integration PeopleSoft Applications Fundamentals for Financial, Enterprise Service Automation, and Supply Chain Management PeopleBook
Item Status
Items in PeopleSoft CRM may have any of the following statuses.
Status as shown in system Under Init
Status Under Initialization
Description The item definition has not been completed. No transactions are permitted, and the system does not list the item in any prompts. Note. PeopleSoft Inventory and PeopleSoft Purchasing do not publish item definition records for items with an Under Initialization status. Only items defined in PeopleSoft CRM using the Item Definition component can have this status.
Pending Approval
Pending
The item definition has been completed and is awaiting approval. No transactions are permitted, and the system does not list the item in any prompts.
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Status Denied Approval
Status as shown in system Denied
Description The item definition has been denied. No transactions are permitted, and the system does not list the item in any prompts. Note. In PeopleSoft CRM, item definition approval processing is a manual business process. PeopleSoft Inventory and PeopleSoft Purchasing do not publish item definition records for items with Pending Approval or Denied Approval status. Only items defined in PeopleSoft CRM using the Item Definition component can have these status values.
Active
Active
The item definition is active in your system. Items with an Active status are eligible for all item transactions in PeopleSoft CRM. The item definition is on hold in your system. The item is no longer active in your system. Usage of the item is being phased out. Note. In PeopleSoft CRM, you can receive and report usage and removal for an item with a Hold, Inactive, or Discontinue status using the Manage Material component in PeopleSoft FieldService. You can also create a return material authorization (RMA) for customers returning the item using the RMA Form component in PeopleSoft Support. However, you cannot enter a request for any quantity of the item using Manage Material component, nor can you create replacement orders for the item using the RMA Form component.
Hold Inactive Discontinue
Hold Inactive Discnt
See Also
PeopleSoft 8.8 CRM FieldService PeopleBook, Managing Service Order Material Requirements PeopleSoft 8.8 CRM Call Center Applications PeopleBook, Managing Material Returns PeopleSoft Applications Fundamentals for Financial, Enterprise Service Automation, and Supply Chain Management PeopleBook
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Defining Item Control Values

Items defined in PeopleSoft CRM can be organized using characteristics that once defined, become selection options or default values on the pages of the Item Definition component, where you can manually define item records. This section discusses how to: Specify item numbering. Define item groups. Define item families. Define stock types. Note. Item control values in PeopleSoft CRM are used only if you do not synchronize with PeopleSoft Supply Chain Management applications, including PeopleSoft Inventory and PeopleSoft Purchasing. If you synchronize item master information with another system, the Item Master - CRM EIP application messages do not update any control value information documented in this section.
Pages Used to Define Item Control Values

Page Name Item Number Control Object Name
ITEM_NBR_CONTROL
Navigation Items CRM, Item Number Control Items CRM, Item Groups
Usage Define whether new items are numbered sequentially or manually. Define groups to categorize items. Item group can be used as an alternate search key for item ID. Define families that items can be assigned to during the item definition process. Item family can be used as an alternate search key for item ID. Create ownership information codes for inventory items that are leased or consigned. You must specify stock types for any non-owned items that you define on the Item Definition page.
Item Groups
INV_ITEM_GROUP
Item Families
PROD_FAMILY_INV
Items CRM, Item Families
Stock Types
INV_STOCK_TYPE
Items CRM, Stock Types
Specifying Item Numbering

Access the Item Number Control page.
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Note. The item number controls that you define on this page are used for PeopleSoft CRM purposes only. If you synchronize item master information with another system, the Item Master - CRM EIP application messages do not update item number control information. Auto Number Items Select to enable automatic numbering. When automatic numbering is enabled, you can accept the system-generated NEXT value as the ID for each item that you define. Even if automatic numbering is enabled, you can override the NEXT value by manually entering item IDs. Note. If you do not select this check box, you must manually enter an ID when defining new items on the Item Definition page. Last Item Number Assigned Enter the start of the numbering sequence that your system uses to generate unique item IDs automatically. When you select NEXT as the item ID during the item definition process, your system assigns the next sequential number in this numbering sequence as the item ID.
Defining Item Groups

Access the Item Groups page to define groups that categorize items.
Item Groups page
Defining Item Families

Access the Item Families page to define families that items can be assigned to during the item definition process. Fields in the Item Families and Item Groups pages are identical.
Defining Stock Types

Access the Stock Types page to create ownership information codes for inventory items that are leased or consigned.
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Defining and Maintaining Items

This section discusses how to: Define items. Establish substitute definitions. If you are synchronizing with another system using the Item Master - CRM EIP, you can view the current definition for an item in PeopleSoft CRM using the Item Definition component under the Review Item Definition menu.
Pages Used to Define and Maintain Items

Page Name Item Definition Object Name
RF_ITEM_DEFN
Navigation Items CRM, Inventory Item Definition, Item Definition Items CRM, Review Item Definition, Item Definition
Usage Define an inventory item at the setID level.
Substitutes
RF_ITEM_SUB
Items CRM, Inventory Item Definition, Substitutes Items CRM, Review Item Definition, Substitutes
Establish a substitution definition for an item. An item substitution definition specifies alternate items that may be used by personnel requesting stock for activities on service orders. View an items substitution definition from the RMA Form component in PeopleSoft Support and from the Manage Material component in PeopleSoft FieldService.
Defining Items
Access the Item Definition page.
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Item Definition page
Basic Item Information

Description and Short Desc (short description) Standard Unit of Measure Enter long and short descriptions. You cannot include embedded single or double quotation marks in the description text. Select the base unit of measure for the item that reflects the smallest transactable unit of measure (UOM) for the item. Units of measure are established on the Units of Measure page under the Set Up CRM, Common Definitions menu. Warning! To minimize rounding discrepancies when using multiple units of measure, your standard UOM must be the smallest valid UOM for the item. Also set up the standard UOM as a whole number. Current Status Date Stock Type Item Group Family Displays the date that the current status of the item definition was updated. Select the owner of the stock if the item is non-owned. Stock types must first be established on the Stock Types page. Select a group ID to categorize the item as an alternate search key. Item groups are established on the Item Groups page. Select a family ID to categorize the item as an alternate search key. Item families are established on the Item Families page.
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Item Type
Inventory Item Non-Owned Item Select if the item is physically stocked in inventory. You cannot create transactions in PeopleSoft Inventory for non-inventory items. Select if the item is non-owned. PeopleSoft Inventory does not create accounting entries for non-owned item transactions. If you define an item as non-owned, you must also specify a stock type. Select if the item is consigned. Only non-owned items can be consigned.
Consigned
Note. After an order for the item is initiated from the RMA Form component or the Manage Material component, the system does not enable values in the Item Type group box to be modified.
Item Tracking
Lot Control Select if the item is tracked by lot ID. In PeopleSoft FieldService, you must enter the lot ID for transactions of lot-controlled items initiated on the Manage Material page and when defining installed product records for lot-controlled items on the Installed Product page. In PeopleSoft Support, you may enter the lot ID for advanced exchange RMA transactions of lot-controlled items; however, it is not required. In PeopleSoft Inventory, you must enter the lot ID at the time of receipt and putaway and for all inventory movement transactions of lot-controlled items. Serial Control Select to track each unit of the item in stock by a unique identifier. Serial-controlled inventory items are managed in units of one, based on the items standard unit of measure. In PeopleSoft FieldService, you must enter the serial ID for transactions of serial-controlled items initiated on the Manage Material page and when defining installed product records for serial-controlled items on the Installed Product page. In PeopleSoft Support, you must enter the serial ID for advanced return RMA transactions of serial-controlled items. In PeopleSoft Inventory, you must enter the serial ID at the time of receipt and putaway and for all inventory movement transactions of serial-controlled items. Shipping Serial Control Select to assign a unique identifier to each unit of the item at the time of shipment. Ship-serialcontrolled items can be moved throughout a PeopleSoft Inventory business unit without serial control, which simplifies transaction processing and entry. Serial numbers are then assigned at the time of shipment to provide tracking on products shipped to customers, internal locations, and other PeopleSoft Inventory business units. When a user records the quantity received, used, not used and removed for a ship-serialcontrolled item on the Manage Material page in PeopleSoft CRM, you must enter the ship-serial ID. The PeopleSoft CRM system uses the ship-serial ID to accurately update the customers installed product record.
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Note. After an order for the item is initiated from the RMA Form component or the Manage Material component, the system does not enable values in the Item Tracking group box to be modified.
Item Usage
Serviceable Select if a service can be performed on the item. You can only create services and service orders for items that are serviceable. Non-serviceable items are filtered out when you look up items in the Service or Service Order component. Select if the item can be returned. This data is for informational purposes only. The removal of a non-returnable item on the Manage Material page does not trigger any inventory adjustment transactions. The system gives a warning if you try to return an item that is not marked as returnable using the RMA Form component. You can select to cancel or proceed with transaction. Consumable Select if the item can be scrapped rather than returned. When the removal of a consumable item is recorded in the Manage Material component, the system does not trigger any inventory adjustment transactions. However, the system updates the customers installed product record to reflect the removal of the installed item.
Returnable
Note. In the RMA Form and Manage Material components, you can select items regardless of the setting of the Serviceable, Returnable, and Consumable check boxes.
Configuration Options
If your implementation includes a PeopleSoft configurator product, define the configuration attributes for the item in the Configuration Options group box. The CRM system supports two configurator products: PeopleSoft Configurator and PeopleSoft Sales Product Configurator. Fields in this group box changes dynamically depending on which configurator product is installed in your system (the information is available in General Options page under the Set Up CRM, Installation Options menu). If PeopleSoft Configurator is selected, the fields that appear are Configured and Configuration Schema. If PeopleSoft Sales Product Configurator is selected, the fields that appear are Configured, Distribution Model, Configuration Code Generation and Template. Configured Select if the item is configurable by a PeopleSoft configurator product. Note. The PeopleSoft Customer Fulfillment Management (part of PeopleSoft SCM) system does not process orders with items that are configured using PeopleSoft Configurator. Configuration Schema Distribution Model Click the prompt to select a schema to be used for the configuration of the item. The field is applicable only to PeopleSoft Configurator. Select a model to be used for the configuration of the item. This field is only applicable to PeopleSoft Sales Configurator.
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Configuration Code Generation
Select to automatically generate configuration codes based on the specified template. This field is only applicable to PeopleSoft Sales Configurator. Configuration codes can be used only for items that are lot controlled and are designated for configuration. You cannot change an items configuration options to use configuration codes if there has been activity in the system for the item (such as inventory balances, customer orders, and so forth).
Template
Enter the name of the template used to generate configuration codes. This field is only applicable to PeopleSoft Sales Product Configurator.
See PeopleSoft 8.8 Configurator for CRM, Integrating With PeopleSoft Configurator, Creating Configurator Schemas. See PeopleSoft Product Configurator PeopleBook
Warranty Information
Warranty Name Status Select the warranty associated with the item. Warranties are established on the Warranty page. Select the current status of the warranty: Active or Inactive. An item can have only one Active warranty.
See Also
Chapter 39, Defining Items, Understanding Item Definition in PeopleSoft CRM, page 559 PeopleSoft 8.8 CRM Services Foundation PeopleBook, Setting Up and Managing Agreements and Warranties PeopleSoft 8.8 CRM Call Center Applications PeopleBook, Managing Material Returns PeopleSoft 8.8 CRM FieldService PeopleBook, Managing Service Order Material Requirements Chapter 44, Tracking Installed Products, page 655 PeopleSoft 8.8 CRM FieldService PeopleBook, Setting Up Your Services PeopleSoft 8.8 CRM FieldService PeopleBook, Creating and Managing Service Orders PeopleSoft Inventory PeopleBook
Establishing Substitute Definitions

Access the Substitutes page.
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Substitutes page
Substitute Items
Priority For each substitute item that you add, enter a priority value. The substitute item with the highest priority (the lowest number) should be the first choice when substitutions are made. Priority doesnt need to be sequential, though it must be greater than 0. Select the item ID of the substitute item. Enter the date that the substitute item becomes a valid substitution option. The default is the current date. Enter the date that the substitute item is no longer a valid substitution option. The default is December 31, 2099. Enter the quantity of the substitute item that is required to replace the original item. The default conversion rate is 1. Conversion rates are calculated using the items standard unit of measure. Select if substitute item is valid for material stock requests during the picking process in your inventory system.
Substitute Item ID From Date To Date Rate
Use for Shipments
See Also
PeopleSoft 8.8 CRM FieldService PeopleBook, Managing Service Order Material Requirements PeopleSoft 8.8 CRM Call Center Applications PeopleBook, Managing Material Returns
Associating Items With Units of Measure

You can define additional units of measure for item transactions. For example, if you order an item by the case but ship it in individual units, youll want two additional units of measure: a shipping UOM (each), and an ordering UOM (case). When multiple units of measure apply to a given item, PeopleSoft maintains conversion rates to facilitate processing.
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Note. When an item is defined using the Item Definition component in PeopleSoft CRM, the system automatically inserts a row into the Units of table with the standard UOM set up as a valid ordering, stocking, and shipping UOM.
Page Used to Associate Items With Units of Measure

Page Name Units of Measure Object Name
INV_ITEM_UOM
Navigation Items CRM, Units of Measure
Usage Assign a unit of measure (UOM) to an item.
Adding Units of Measure

Access the Units of Measure page.
Units of Measure page
In PeopleSoft Order Capture , the system prompts for product UOMs that are defined as valid ordering UOMs. In PeopleSoft FieldService and PeopleSoft Support, all item transactions are performed using the items standard unit of measure.
Convert To
The standard unit of measure defined for this item on the Item Definition page appears here.
Convert From
Unit of Measure Select a unit of measure. Units of measure are established on the Units of Measure page under the Set Up CRM, Common Definitions menu.
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Note. In PeopleSoft FieldService, the system uses the items standard UOM for all item transactions initiated from the Manage Material component. Similarly, in PeopleSoft Support, the system uses the items standard UOM only for return material authorization (RMA) and replacement transactions initiated from the RMA Form component. Conversion Rate If you specified a conversion rate between this UOM and the standard UOM on the Units of Measure page in the Items CRM menu, that value appears here. You can enter a different rate. If you have not already specified a conversion rate, you must establish one here. To determine the conversion rate to enter, consider the relationship between the UOM with which you are working and the standard UOM. For example, suppose the standard UOM for an item is EA (each) and the standard unit of measure is CS (case), with a conversion rate of 5 between CS and EA. If CS is a valid UOM for the item, when you insert a row and specify CS, the conversion rate is automatically set to 5. If one CS of your new item contains 20 EA, set the conversion rate to 20. Quantity Precision Default Stocking UOM This field is only applicable to PeopleSoft Supply Chain Management. Indicates if this unit of measure is the default stocking unit of measure. This field is only applicable to PeopleSoft Supply Chain Management. When you assign units of measure to an item on the Units of Measure page, you indicate whether each UOM is valid for ordering, shipping, or stocking transactions. If more than one UOM is valid for stocking, specify which of these should be the default stocking UOM.
Rounding Rule
These options are only applicable to PeopleSoft Supply Chain Management.
Unit of Measure Type

Indicate the kinds of transactions that use the selected unit of measure. You must select at least one UOM type for each item from the following values. Ordering The UOM is used for stock requests or for express issue transactions in PeopleSoft Inventory. The ordering UOM is also used by PeopleSoft Order Management. In PeopleSoft Order Capture, the system prompts for product UOMs that are defined as valid ordering UOMs. The UOM is used for shipping/issues transactions in PeopleSoft Inventory. The UOM is used for any putaway or receiving transaction in PeopleSoft Inventory. This UOM can also be used for numerous other transactions in PeopleSoft Inventory, including transfers, container management, adjustments, picking, and physical accounting.
Shipping Stocking
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When you first define an item-UOM combination, only one field appears in the Unit of Measure Type group box. If the selected unit of measure is valid for all transactions involving this item, click the Select All button. If the selected unit of measure is no longer valid for a given transaction, click the Deselect All button to clear the UOM type fields, then insert valid transactions. To associate the item with additional units of measure, add rows using the add button to the right of the Unit of Measure Type group box.
Weight
PeopleSoft Order Capture uses values specified in the Shipping Weight and Shipping UOM fields, when it is integrated with a third-party freight calculator software (for example, ConnectShip) to calculate shipping costs
See Also
Chapter 42, Setting Up Products, page 587 Chapter 3, Setting Up General Options, Setting Up Units of Measure for Items, page 40 PeopleSoft 8.8 CRM FieldService PeopleBook, Managing Service Order Material Requirements PeopleSoft 8.8 CRM Call Center Applications PeopleBook, Managing Material Returns PeopleSoft Applications Fundamentals for Financial, Enterprise Service Automation, and Supply Chain Management PeopleBook PeopleSoft Managing Items PeopleBook
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Working With Item Assemblies

This chapter provides an overview of item assemblies and discusses how to: Define item assemblies. View assembly information.
Understanding Item Assemblies

Item service assemblies identify the components of an item that your organization can service or support. Once defined, technicians or call center agents can reference the service assembly definition using the Item Assemblies Inquiry component to help drive troubleshooting and service activities. For every item within a setID in your system, you can define serviceable component items. You can also define service assemblies for a component item, creating service assemblies with multiple levels. Before you can define a service assembly, however, the item and all of its component items must be defined. For each assembly within a setID, you can define multiple versions using assembly codes For example, suppose you have a radio, item B12654, that is sold and serviced in the United States and Great Britain. You can define two assembly codes to reflect the different power supply components. In addition to identifying serviceable components for an item, technicians and call center agents can use service assemblies to check for manufacturers warranties on the component parts of an item installed at the customers site. In PeopleSoft CRM, warranties offered by your organization can be activated for installed products; however, this warranty information is for the end item itself on the installed product recordnot for any component items. You can check for warranties offered for the component item by your company on the Assemblies Inquiry - Components page.
See Also
Chapter 39, Defining Items, page 559 PeopleSoft 8.8 CRM Services Foundation PeopleBook, Setting Up and Managing Agreements and Warranties
Defining Item Assemblies

This section discusses how to: Specify assembly components.
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Define component details. Add notes to the assembly definition.

Op Seq (operation sequence) Enter the sequence in which the component is assembled. This value is informational in PeopleSoft CRM. Operation sequence is used primarily in PeopleSoft Manufacturing environments. Enter the quantity of the component required per assembly or order of the end item, in the items standard unit of measure defined for the component item. The quantity is used primarily in PeopleSoft Manufacturing environments.
Quantity and Per
Pages Used to Define Item Assemblies

Page Name Assemblies Maintenance Summary Assemblies Maintenance Assembly Assemblies Maintenance Components Assemblies Maintenance Component Notes Object Name
EN_BOM_MAINT
Navigation Items CRM, Assemblies, Summary
Usage Define and maintain the serviceable components for a given combination of setID and item. Describe the service assembly and record any applicable notes. View or modify details about each assembly component. View or record notes related to a specific component on a service assembly.
EN_BOM_TEXT
Items CRM, Assemblies, Assembly Items CRM, Assemblies, Components Items CRM, Assemblies, Component Notes
EN_COMP_MAINT EN_COMP_TEXT
Specifying Assembly Components

Access the Assemblies Maintenance - Summary page.
Assemblies Maintenance - Summary page
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Assembly Quantity
The Assembly Qty (assembly quantity) field represents the end item quantity in the items standard unit of measure as defined on the Item Definition page. In general, set the assembly quantity to 1 and enter the component quantity included in one unit of the end item. However, if you typically install and service the end item in quantities greater than one, you might define your service assembly in terms of the normal installation and service quantity. For example, although a manufacturer and distributor of speakers might produce and stock speakers in inventory as single units. Yet because a customer always buys at least two speakers at a time, the speaker company might choose to set up a service assembly with an assembly quantity of 2.
Components
Enter the service assembly components included in the selected item. Component ID Select a service assembly component. The component must be established as an active item using the Item Definition page or the Item Master - CRM EIP. In addition, the component item must conform to the following restrictions: The component item cannot be the same as the end item. The effectivity period, specified for the component by the Effective Date and the Obsolete Date fields, cannot overlap with other rows for the same component ID. Op Seq (operation sequence) Enter the sequence in which the component is assembled. This value is informational in PeopleSoft CRM. Operation sequence is used primarily in PeopleSoft Manufacturing environments. Enter the quantity of the component required per assembly or order of the end item, in the items standard unit of measure defined for the component item. The quantity is used primarily in PeopleSoft Manufacturing environments.
Quantity and Per
See Also
Chapter 39, Defining Items, page 559 PeopleSoft Bills and Routings PeopleBook
Defining Component Details

Access the Assemblies Maintenance - Components page.
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Assemblies Maintenance - Components page
Component ID
Select the service assembly component. The system automatically populates the description of the component item.
See Also
PeopleSoft Bills and Routings PeopleBook
Adding Notes
Access the Assemblies Maintenance - Component Notes page. If a manufacturer or another third party offers a warranty on a component item, you can make a note of it on the on this page.
Viewing Assembly Information

This section discusses how to: Search for item assemblies. View component detail and warranty information.

Quantity and Per Displays the quantity of the component required per assembly or order of the end item, in the items standard unit of measure defined for the component item.
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Pages Used to View Assembly Information

Page Name Assemblies Inquiry Summary Assemblies Inquiry Assembly Assemblies Inquiry Components Assemblies Inquiry Component Notes Object Name
EN_BOM_INQUIRY
Navigation Items CRM, Review Assemblies, Summary
Usage View the serviceable components defined for a given combination of setID and item. View a description of the service assembly and any notes recorded about it. View details about each component in the assembly. View notes related to a specific component on a service assembly.
EN_BOM_INQ_HEADER
Items CRM, Review Assemblies, Assembly Items CRM, Review Assemblies, Components Items CRM, Review Assemblies, Component Notes
EN_BOM_INQUIRY_D EN_BOM_INQ_D_TXT
Searching for Item Assemblies

Access the Assemblies Inquiry - Summary page.
Assemblies Inquiry - Summary page
Enter the following criteria for the service assembly that you want to view. SetID Select the setID of the service assembly. The system populates this value with the default setID associated with your user ID on the User Preferences - Overall Preferences page. Select the end item for which a service assembly has been defined. Select Service. Although other assembly types are available, for PeopleSoft CRM applications, only Service is applicable. Select the version of the service assembly defined for the setID and item combination. Assembly codes can range from 1 to 99.
Item ID Assembly Type Assembly Code
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As of Date
Enter the effective date of the service assembly. If you choose not to show all components, the system displays only the components defined for the service assembly that are in effect for this date. Select to view all components defined for a service assembly regardless of the effective date. Enter the component level of the service assembly. To view all levels, enter 99. Select the formatting method to display the service assemblies that meet your criteria. Indented: Select to display the components of the service assembly with each level indented relative to the previous level. If you select a depth greater than 1, the system automatically sets this value. Non-indented: Select to display the components of a service assembly as a simple list without indentation.
Show All Components Depth Display
Assembly
You see the following information for each returned service assembly: Lvl (level) Component ID The level of the component on the service assembly. The item ID of each component. Click the item ID link to access the Assemblies Inquiry - Components page and view details about the component item, including warranty information.
Viewing Component Detail and Warranty Information

Access the Assemblies Inquiry - Components page.
Assemblies Inquiry - Components page
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Component
Level Code Item Op Seq (operation sequence) Displays the level in the service assembly at which the component item is defined. Displays the item ID and description. Displays the sequence in which the component appears in the assembly structure.
Displays the warranty established for the component item on the Item Definition page, if applicable.
See Also
Chapter 39, Defining Items, page 559 PeopleSoft 8.8 CRM Services Foundation PeopleBook, Setting Up and Managing Agreements and Warranties
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Checking Item Balances and Availability

This chapter provides an overview of balance inquiries and discusses how to view balance information.
Understanding Balance Inquiries

This section discusses: Item availability inquiries. Business unit balance inquiries. Group member storage location balance inquiries.
Item Availability
If your PeopleSoft CRM system is integrated with PeopleSoft Inventory and you are accessing system pages through the portal using the single sign-on feature, links to the Item/Product Availability inquiry component in PeopleSoft Inventory are available from the Manage Material component in PeopleSoft FieldService and the RMA Form component in PeopleSoft Support. With the Item/Product Availability inquiry component, you can confirm the current available quantity for an item, check cumulative available-to-promise (ATP) quantity for future dates, and view future supply and demand information for the item. To access the Item/Product Availability inquiry from the RMA Form component for an advanced exchange return material authorization (RMA), click the transfer button next to the item ID in the Replacement Item(s) grid and select the Item Availability link on the transfer page. To access the Item/Product Availability inquiry from the Manage Material component, click the transfer button next to the item ID for the material line and select the Item Availability link on the transfer page.
See Also
PeopleSoft 8.8 CRM FieldService PeopleBook, Managing Service Order Material Requirements PeopleSoft 8.8 CRM Call Center Applications PeopleBook, Managing Material Returns PeopleSoft Inventory PeopleBook
Business Unit Balance Inquiries

The PeopleSoft CRM system uses the Item Balance EIP to retrieve quantity available and on-hand balance information in real time from the inventory business units that are included in the distribution network defined for customer support or field service operations. The sequence of business units reflects their order in the distribution network.
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Note. When integrating with PeopleSoft Purchasing and PeopleSoft Inventory, you define a distribution network of inventory business units for each business unit in PeopleSoft CRM that can request material for service orders or as replacements or exchanges for material returns. The following diagram illustrates the integration between PeopleSoft CRM and your inventory and procurement system that supports checking quantity available and on-hand in your inventory distribution network.
PeopleSoft CRM PeopleSoft Inventory and PeopleSoft Purchasing or Third-Party Inventory and Purchasing Systems
Distribution Network
Check Business Unit Quantity Available and Quantity On-Hand
Inventory Business Unit
Inventory Business Unit
Item Balance EIP

Inventory Business Unit Inventory Business Unit Inventory Business Unit
Data flow from inventory systems to PeopleSoft CRM
See Also
PeopleSoft Applications Fundamentals for Financials, Enterprise Service Automation, and Supply Chain Management PeopleBook PeopleTools 8.42 PeopleBook: PeopleSoft Enterprise Integration
Group Member Storage Location Balance Inquiries

In PeopleSoft FieldService, you can check item balances for the good truck stock storage locations associated with each technician in a provider group. You can use this balance information to select a technician to assign to a service order line and to decide how much, if any, material needs to be ordered to complete the work on the service order line. The PeopleSoft CRM system uses the Item Balance EIP to retrieve balance information in real time for the good truck stock storage locations associated with each member of the assigned provider group from PeopleSoft Inventory or your third-party inventory system. The balance information is displayed on the Item Balance by Group Member page in PeopleSoft CRM. The system retrieves balance information only for group members who have been associated with storage locations on the Storage Location page of the Worker component. The following sequence of rules govern which group members storage location balances are retrieved: 1. If there are one or more group members assigned to the service order line, the system retrieves balance information for the group members assigned to the line.
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2. If there are no group members assigned to the service order line, but a provider group has been specified, the system retrieves the balance information for all group members associated with the provider group on the line. 3. If no group member or provider group has been associated with the line, the system retrieves the balance information for the group member specified on the service order header. 4. If no group member or provider group has been associated with the line and no group member specified on the service order header, the system retrieves the balance information for all group members associated with the provider group specified on the service order header. 5. If there is no group member or provider group assigned at either the header or the line level of the service order, the system displays an error message.
See Also
PeopleSoft 8.8 CRM FieldService PeopleBook, Defining Inventory Storage Locations for Technicians PeopleSoft 8.8 CRM FieldService PeopleBook, Managing Service Order Material Requirements PeopleTools 8.42 PeopleBook: PeopleSoft Enterprise Integration
Viewing Item Balance Information

This section discusses how to: Check balances by inventory business units. Check item balances by group member.

(message log) The Message Log icon indicates that an error encountered by the Item Balance EIP has been recorded in the Message Log. Click the icon to view the message on one of the Item Balance Message pages.
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Pages Used to View Balance Information

Page Name Item Balance by Business Units Object Name
RF_STOR_LOC_RST
Navigation From the RMA Lines page in PeopleSoft Support, click the transfer button next to the item ID in the Replacement Item(s) grid and select the Item Balance link on the transfer page. From the Manage Material page in PeopleSoft FieldService, click the transfer button next to the item ID for the material line and select the Item Balance by Business Unit link on the transfer page.
Usage Check item balances in for the inventory business units included in the distribution network defined for your customer support or field service operations.
Item Balance by Group Members
RF_STOR_LOC_RST
From the Manage Material page in PeopleSoft FieldService, click the transfer button next to the item ID for the material line and select the Item Balance by Group Members link on the transfer page. Click the Message Log icon displayed on the Item Balance by Business Units page or the Item Balance by Group Members page.
Check item balances for members of the assigned provider group.
Item Balance Messages
RF_ITM_BAL_MSG1, RF_ITM_BAL_MSG2, RF_ITM_BAL_MSG3
Display messages about problems encountered when the PeopleSoft CRM system attempted to retrieve item balance information from your inventory system with the Item Balance EIP.
Checking Balances by Inventory Business Units

Access the Item Balance by Business Units page.
Item Balance by Business Units page
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Note. This page is available only if you have implemented the Item Balance EIP to retrieve quantity balance information from PeopleSoft Inventory or your third-party inventory system. IN Unit (inventory business unit) Quantity Available Quantity On Hand Quantity Owned Identifies the inventory business unit in the distribution network associated with your support or field service activities. The sequence of the business units reflects their order in the distribution network. Displays the amount of the item that is available to fulfill orders in the inventory business unit, in the items standard unit of measure. Displays the amount of the item that is currently stored in the inventory business unit, in the items standard unit of measure. Displays the amount of the item that is owned by the inventory business unit, in the items standard unit of measure.
Depending on where you navigated from, the following links can appear at the bottom of the page: Return to RMA, Service Order, and Manage Material. Click a link to return to the corresponding component.
Checking Balances by Group Member

Access the Item Balance by Group Members page.
Item Balance by Group Members page
Note. This page is available only if you have implemented the Item Balance EIP to retrieve quantity balance information from PeopleSoft Inventory or your third-party inventory system. Provider Group Name IN Unit (inventory business unit) Quantity Available Area, Level 1, Level 2, Level 3, and Level 4 Displays the name of the provider group assigned to the service order line tied to the material line on the Manage Material page. Identifies the inventory business unit where your technicians truck stock storage locations are defined. Displays the amount of the item that is available to fulfill orders in the group members good truck stock storage location. Identifies the material storage area in PeopleSoft Inventory or your third-party inventory system that corresponds to the workers good storage location. You can define a storage location definition in an inventory system using a storage area and up to four levels representing a physical subdivision of the storage area, such as aisles, rows, shelves, and bins.
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See Also
PeopleSoft 8.8 CRM FieldService PeopleBook, Defining Inventory Storage Locations for Technicians
Viewing Error Messages

Access the Item Balance Message page. Note. These pages are available only if there are problems retrieving balance information with the Item Balance EIP. The Message Node (for Item Balance by Business Units) or Storage Area Message (for Item Balance by Group Members) group box lists the information regarding errors with the Item Balance EIP process. The return message is the message catalog number. Business unit errors typically indicate that the business unit has not been defined or the business unit-item combination is invalid in your inventory system. Storage area errors typically indicate that the storage location for the technicians truck stock has not been defined or the storage location-item combination is invalid in your inventory system.
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This chapter provides an overview of products and discusses how to: Define definitional elements. Define products. Assign product attributes by units of measure. Define package components. Establish product prices. Define product relationships. Associate standard and custom notes with products.
Understanding Products and Product Packages

PeopleSoft CRM provides customers who are using CRM as a standalone product with additional product definitions and maintenance features. You can: Define a product with or without an item definition. Define basic product information such as brand and category. Assign branch scripts. Create product attachments. Define required product competencies. Define product packages. Track a competitors equivalent pricing. Define product groups. Link a product to a product group or multiple product groups. Set up product relationships. Attach images. Assign product regions. Define product attributes. Track product installation status.
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Configure products
Understanding How Product Definitions Are Used in PeopleSoft CRM

Product definitions provide the foundation for many features of PeopleSoft CRM, including product ordering, catalogs, catalog searches, and product advisor scripts that are accessed from within such areas of the application as Sales, Order Capture, Order Capture Self Service, and CRM for Communications. For example, many of the elements used to define productsproduct brand, product category, product group, and product attributescan later be used in rules to generate catalogs dynamically based on criteria you specify online (for example, you can create rules that select only certain brands for inclusion in a catalog, or that include products based on their attributes). So before you define products, you should take time to analyze how your product definitions are used in other areas of the application.
Process Flow for Creating Products and Product Packages

Defining products and packages in PeopleSoft CRM comprises the following tasks: 1. Create definitional elements to associate with productselements such as product brand, product category, and competency codes. These are reusable attributes you will associate with product IDs in Step 2 to create unique product and package definitions. 2. Associate definitional elements (as well as other product attributes and parameters) with product IDs using the Product Definition component. 3. Assign product unit of measures on the Product Attributes by UOM page. 4. Define package components on the Package Components page (for products defined as packages). 5. Establish product prices using either the Product Price page (for individual products and packages with top level pricing) or the Product Component Pricing page (for packages using component level pricing). 6. Define product relationships on the Product Relationships page. 7. Associate standard or custom notes with products on the Notes page. The following illustration shows how to define a product or a product package. The relevant setup page or component is listed on the left.
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Single Product Page(s)
Product Package:Top Level Pricing
Product Package: Component Level Pricing
Product Definition
Define Product
Define Product
Define Product
Package Components
Select Package Components
Select Package Components*
Units of Measure
Choose Unit of Measure
Product Price
Establish Price
Establish Price
Package Component Pricing
* A link to the Package Component Pricing page allows you to establish the component level package price.
Establish Package Component Price
Process flow for setting up products and packages
PeopleSoft uses the product ID as a primary search key for the Product Master table. Once you have defined a product ID, use the lookup button for the Product ID field to access it on other pages in your system.
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Understanding Product Related EIPs

PeopleSoft CRM delivers several EIPs (enterprise integration points) that can be activated to synchronize product data between PeopleSoft CRM and SCM. These include PRODUCT_SYNC, PRODUCT_FULLSYNC, and PRODUCT_SYNC_EFF, which are used for both publishing and subscribing. Note. Any add, change, or delete action in the following components automatically executes the product sync publish logic (assuming the PRODUCT_SYNC message is active): PROD_DEFN, PRODKIT_COMPS_PRC, PROD_PRICE, PRODKIT, PROD_NOTE, PROD_UOM, PROD_RELATIONS_CMP. In addition, the following Component Interfaces are used only by the subscription process on the PRODUCT_SYNC and PRODUCT FULL_SYNC messages. When one of these messages is received, it executes the subscription code, which calls one of the following Component Interfaces, depending on the content of the message: PRODKIT_CI PRODKIT_COMPS_PRC_CI PROD_DEFN_CI PROD_NOTE_CI PROD_PRICE_CI PROD_RELATIONS_CI PROD_UOM_CI
See Also
PeopleSoft 8.8 Configurator for CRM, Integrating With PeopleSoft Configurator
Creating Definitional Elements

This section discusses how to create elements such as product brand, product category, and competency codes for use in defining products. These elements should be set up prior to using the Product Definition component to define a product.
Understanding Definitional Elements

Before you define your products, you may need to complete some or all of the following setup steps, depending on the attributes you want to associate with your products and how you decide to configure your system. On the Product Installation page, select the Components Can be Deleted option if you want the capability to remove components of a product package. On the same page, specify whether users must define an item using the Item Definition component before entering any additional product information in the Product Definition component.
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Note. If your fulfillment system does not require items or your products are not inventoried, then you can turn off the Item Required option on the Product Installation page. However, if your installation includes PeopleSoft SCM or CRM Field Service, items are required and the Item Required flag on the Product Installation page should be turned on. Use the Define Items component to define product IDs and standard units of measure. In PeopleSoft CRM, you can define product IDs when you create an item, or you can create the product ID separately and associate it with existing item IDs. You can associate a single item ID with multiple product IDs. Note. Defining products generally begins when you establish an item. When you enter an item definition, you can have the system add the item as a product. When you save the item definition, the product ID, description, and standard unit of measure are copied to the Product Definition table. On the Installed Product Defaults page, specify default rule sets that determine how system transactions create and update installed products. On the Installed Product page of the Product Definition component, you can click a button to populate the appropriate default rule set and modify the rules as necessary for a specific product. Use the Automatic Numbering page to set up rules for generating product ID numbers. This is an optional task, since the system also enables you to enter product numbers manually. Define product groups on the Product Group page. Product groups enable you to share pricing, tax, and other information between products. Define product categories on the Product Category page. Product categories help you define and group products into logical categories. Define product brands on the Product Brand page. Use the Product Brand page to maintain brand information about your products. Define Competitor codes on the Competitor Codes page. Use competitor codes to keep track of competitor status and descriptions. Define branch scripts using the Script component. Scripts enable you to predefine sales dialog with customers and provide direction to customer service representatives as they respond to customer inquiries. They can also be used to lay out internal processes and operations. Define Region IDs on the Region page to enable selling by region. Define Competency codes on the Competencies page. Competencies define the skills of your workforce. You can associate competency information with the products you support if you want to consider the problem type expertise of a provider group when performing assignment searches from cases in PeopleSoft Support or PeopleSoft HelpDesk. Define relationship IDs on the Relations page.
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Relationship IDs enable you to define the relationship of one product to another. For example, one product can be defined as an alternative to another, or as representing a cross-sell or up-sell opportunity in relation to another product. Define attributes that are required for your businessfor example, height, weight, and colorusing the Attributes component. Note. Not all pages used to define definitional elements are documented in this chapter. Some are documented in other parts of the PeopleSoft CRM Application Fundamentals PeopleBook.
See Also
Chapter 3, Setting Up General Options, Defining Automatic Numbering, page 25 Chapter 39, Defining Items, page 559 Chapter 44, Tracking Installed Products, page 655 Chapter 29, Managing Workforce Competencies, page 397 Chapter 3, Setting Up General Options, Setting Up Regions, page 35 PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Attributes
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Pages Used to Create Definitional Elements

Page Name Product Installation Object Name
PROD_INSTALLATION
Navigation
Usage
Installed Product Defaults
RF_INSTPRD_DFLT
Set Up CRM, Install, Product Enable deletion of Options components in a product package, and require item definition prior to product definition. Set Up CRM, Install, Product Specify default rule sets Options, Installed Product that determine how system Defaults transactions create and update installed products. On the Installed Product page of the Product Definition component, you can click a button to populate the appropriate default rule set and modify the rules as necessary for a specific product. Products CRM, Product Groups Products CRM, Category Products CRM, Brand Define product group codes. Define and group products into logical categories. Define brand codes and maintain the brands that you sell. Define competitor codes to cross-reference your products with those of your competitors and to track competition on buying agreements, orders, and quotes. Review delivered Relation IDs; define additional Relation IDs for use in defining connections between one product and another.
Product Group Product Category Product Brand
PROD_GROUP_TBL PROD_CATEGORY PROD_BRAND
Competitor Codes
COMPETITOR_CD
Products CRM, Competitor Codes
Relations
RB_RELATIONS
Set Up CRM, Common Definitions, Codes and Autonumbering, Product Relations Codes
Defining Product Installation Options

Access the Product Installation page.
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Product Installation
Item Required
If you select Item Required, you must define your product IDs, descriptions, and standard units of measure using the Item Definition component before entering any additional product information in the Product Definition component. This option should be turned on when integrating with PeopleSoft SCM. Select to enable deletion of components in a product package. Select to enter a priority on the Product Relationships page when the type of relationship selected is Alternate. This option should be turned on when integrating with PeopleSoft SCM. Select to enter a quantity on the Product Relationships page when the type of relationship selected is Alternate. This option should be turned on when integrating with PeopleSoft SCM.
Components can be deleted Alternate Priority Required Alternate Quantity Required
See Also
Chapter 39, Defining Items, page 559
Setting Up Default Installed Product Rules

Access the Installed Product Defaults page. The Installed Product Defaults page enables you to specify default rule sets that determine how system transactions create and update installed products. This page is documented in the chapter on installed product rules. See Chapter 44, Tracking Installed Products, Setting Up Default Installed Product Rules, page 660.
Establishing Product Groups

Access the Product Group page.
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Product Group page
PeopleSoft CRM enables you to group products so that they share the same processing parameterspricing by product line or reporting by product line, for example. Using product groups saves you the effort of applying order-processing parameters to products one at a time. Grouping products is a two-step process: 1. Create product groups on the Product Group page. 2. Add individual products to these groups using the Product Groups page in the Product Definition component. Product Group Type Select from: Accounting, Buying Agreement, Customer Target, Forecast, Freight, General, Organization, Pricing, Product Catalogs, Product Line, Reporting, Reporting Externally, Reporting Internally, Self-Service Products, Tax, Transportation, and VAT (Value Added Tax). Select to include all products in this product group. When selected, a product is included in this group even if you havent specified its inclusion on the Product Groups page in the Define Products menu. Note. The Global flag is used for product groupings only and does not have any correlation to the product catalog.
Global
See Also
Chapter 42, Setting Up Products, Adding Products to Product Groups, page 606
Viewing Linked Products

Accessed the Linked Products page.
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Linked Products
This page displays products belonging to the product groups defined on the Product Group page. You must add products to these groups on the Product Groups page in the Product Definition component before linked products can be displayed here.
See Also
Chapter 42, Setting Up Products, Adding Products to Product Groups, page 606
Defining Product Categories

Access the Product Category page.
Product Category page
Description Short Description
Freeform text of up to 30 characters that describes the category. Freeform text of up to 10 characters.
Defining Product Brands

Access the Product Brand page.
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Product Brand page
Description Short Description
Freeform text of up to 30 characters that describes the brand. Freeform text of up to 10 characters.
Setting up Competitor Codes

Access the Competitor Codes page.
Competitor Codes page
Description Short description
Freeform text of up to 30 characters that describes the competitor. Freeform text of up to 10 characters.
Defining Relations
Access the Relations page.
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Relations page
PeopleSoft CRM enables you to define relationships between products using Relation IDs. For example, you could define one product as a complement to another product using the delivered Relation ID for ComplementsCOMPL; you could also define a product as an alternate to another product using the Relation ID ALT, or as a replacement for that product using the Relation ID REPL. Defining relationships is a multi-step process: 1. On the Relations page, review the delivered Relation IDs. You can define additional Relation IDs if needed. Many of the Relation IDs have runtime code associated with themfor example, ALT, COMPL, CROSS, PRERQ, REPL, SF, UPSEL, and so on. These are delivered as system data and should not be removed. 2. Also on the Relations page, specify the optional fields you want to appear on the Product Relationships page for each relationship type (Alternates, Complements, Prerequisites, and so forth). This is the page on which you will define actual relationships between one product and another. The optional fields (defined below) are Required, Priority, Quantity, and Catalog. 3. Specify actual product relationships on the Product Relationships page. Relation ID Description Required Enter an ID for the relationship. Enter a description of the relationship. Select to place the Required check box on the Product Relationships pagethe page on which you specify actual product relationships. For example, assume that you define a relationship called Prerequisites (to show what products must be purchased before others can be ordered). If you want the ability to require that a prerequisite product be ordered or be in the installed products list with the main product, select this option and the Required check box will appear on the Product Relationships page. Select to place the Priority field on the Product Relationships pagethe page on which you specify actual product relationships. For example, assume you have defined multiple Alternatives to a product. If you need the ability to specify a priority among these alternative (for example, one product is the preferred alternative, another is the second best choice, and you want to display the products in catalogs based on order of priority), select this option and the Priority field will appear on the Product Relationships page.
Priority
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Quantity
Select to place the Quantity field on the Product Relationships pagethe page on which you specify actual product relationships. This can be used to associate a number with a relationship. Select to place the Catalog check box on the Product Relationships pagethe page on which you specify actual product relationships. This enables you to determine whether a relationship will be displayed in catalogs (for example, you might want to show all Alternate products in the catalog along with the main product).
Catalog
See Also
Chapter 42, Setting Up Products, Defining Product Relationships, page 619
Defining Products
This section discusses how to: Define products. Create external product descriptions. Define attributes. Add attachments. Attach images. Associate branch scripts with products. Add products to product groups. Define regions. Associate competencies with products. Track competing products. Define installed product rules.
See Also
Chapter 39, Defining Items, Understanding Item Definition in PeopleSoft CRM, page 559
Pages Used to Define Products

Page Name Product Definition Definition Object Name
PROD_DEFN
Navigation Products CRM, Product Definition
Usage Define product information.
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Page Name Object Name Product Definition - External PROD_EXT_DESCR Description
Navigation Products CRM, Product Definition
Product Definition Attributes
RB_ATTR_RUN_PROD
Products CRM, Product Definition
Product Definition Attachments
PROD_ATT
Products CRM, Product Definition Products CRM, Product Definition Products CRM, Product Definition
Usage Define an external description for the product. Use external descriptions for externally-facing self-service applications such as PeopleSoft CRM for Financial Services. Define product attributes such as dimensions, materials used in manufacturing, color, and so forth. Attach files such as a disclosure or prospectus to a product. Associate images of different sizes with a product. Associate a branch script with a product. The association enables the runtime program that accesses the product to initiate the correct branch script. Group products so that they share the same processing parametersfor example, pricing by product line or reporting by product line. Associate products with regions if you want to sell products selectively based on geographic area. Keep track of competitors equivalent products by product number. You can use this information for sales analysis and reporting. Specify rule sets that determine how system transactions create and update installed products for a specified product, and select installed product fields that are displayed on the Product Registration Details page when user registers that product.
Product Definition Images PROD_IMAGES
Product Definition Branch PROD_BSCRIPT Scripts
Product Definition Product PROD_GROUP_LNK Groups
Product Definition - Regions PROD_REGION
Product Definition Competitors
PROD_COMPTTRS
Installed Product
PROD_INSTALL
Products CRM, Product Definition, Installed Product
Defining Products
Access the Product Definition - Definition page.
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Product Definition - Definition page
Inventory
Item ID Displays the ID defined on the Item Definition page if the product was created from an item, or enables an item to be associated with it. To enable products to be saved from this page without an item ID, clear the Item Required check box on the Product Options page. Displays the unit of measure that reflects the most common unit of measurement for the item. Defined on the Item Definition page when you set up the item.
Standard Unit of Measure
Standalone Product For

Business Consumer Select if the product is available in standalone form (not part of a package) to businesses. Select if the product is available in standalone form (not part of a package) to consumers. Note. If you do not select either of these options, the system assumes that the product is only available as a component to a package.
Packages
Product Package Package Pricing Options Select to designate the product as a package. The following options are available for pricing packages: Component Level: Select this option if the product package price is the sum of the individual prices that are designated for each component in the package.
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Note. When you select this option, you define the price for each component of the package using the Package Component Pricing page. Top Level: Select this option if the product package price is derived from the price defined on the Product Price page. Note. When you select this option, you define the prices as you would for a regular product ID, using the Product Price page. (The total price for the product package is stored in the PROD_PRICE record).
Configured Package
If your implementation includes PeopleSoft Configurator, the check boxes in the Configured Package group box define the configuration attributes for the product. Configured Package Denotes whether the product is a fully configured package. A fully configured package uses the Product Configurator at runtime, and creates a package based on your choices from the Configurator Model. Defines the configuration model, UI, output and pricing that are used to configure the package. See PeopleSoft 8.8 Configurator for CRM, Integrating With PeopleSoft Configurator.
Configuration Schema
Additional Fields
Model Number and Catalog Number Product Brand If a product appears in another vendors catalog, you can enter a the products catalog number and model number. Select a product brand. Note. Brands are defined on the Product Brand page. Product Category Associate the product with a product category. Note. Categories are defined on the Product Category page. Service Select to identify the product as an intangible service-type product. If left unselected, the product will be defined as tangible.
See Also
Chapter 42, Setting Up Products, Establishing Product Prices, page 614 Chapter 42, Setting Up Products, Defining Product Brands, page 596 Chapter 42, Setting Up Products, Defining Product Categories, page 596
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Creating External Product Descriptions

Access the Product Definition - External Description page.
Product Definition - External Description page
External Description and Long External Description
Enter short and long external descriptions for the product. The text may include HTML tags. Do not include the following HTML tags in your external description: <html>, </html> <title>, </title> <header>, </header> <body>, </body> These main structure tags are unnecessary because they already form part of the standard PeopleSoft-generated page. Make sure that your HTML code is written in accordance with proper HTML formatting rules.
Preview
Select to preview your short and long descriptions.
Defining Attributes
Access the Product Definition - Attributes page. See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Attributes.
Adding Attachments
Access the Product Definition - Attachments page.
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Product Definition Attachments page
File Name Type Required Added By Datetime Added Delete Attach a File
Click to view the contents of the attachment. Specify the type of attachment: None, Disclosure, or Prospectus. Select to identify whether the user must view the attachment to order the product, or whether the information is supplemental. Displays the name of the person who added the attachment. Time stamp for when the attachment was added. Select this button to delete the current row and remove the corresponding attached file. Click to attach a file.
See Also
Chapter 6, Working With Notes, Adding Attachments to Notes, page 85
Attaching Images
Access the Images page.
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Images page
Image Size Browse
Select the size of the image you want to associate with the product: Large,Medium,Small, or Zoom. You can select one of each size. Click to upload and attach an image. Note. You can only upload and view JPEG type images. The size of the JPEG depends on the database platform you are using. Most systems can handle images up to 32K in size.
Associating Branch Scripts With Products

Access the Product Definition - Branch Scripts page.
Product Definition Branch Scripts page
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Script Type
Select a branch script type of External Application, Internal Application, or Upsell. Note. Upsell scripts are used on a case to launch a series of questions that enable a customer service representative to sell products on the phone. The internal and external scripts are used by CRM for financial services for the Sales Entry transaction.
Note. Only one script per type can be saved on this page, for a total of three scripts. Script Name Select the script ID number or the script name. Note. Scripts are defined using the script definition component.
See Also
PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Defining Scripts
Adding Products to Product Groups

Access the Product Groups page.
Product Groups page
Product Group Type
Products are grouped to share the same pricing, reports, sales buying agreements, transportation lead times, and taxes. The system comes with these functional product group types already defined. The number or name assigned to a grouping of products. A single product can belong to one or more product groups within each group type. The product groups available for selection are those you defined on the Product Group page When associating multiple groups with the Reporting group type, indicate a single primary reporting product group. Statistics will be distorted if a product appears on the report under every reporting group that the product is linked to.
Product Group
Primary Reporting
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Note. You must configure the system to include this product in reports. Primary Pricing Select a primary pricing product group if youve entered multiple groups of the Pricing group type.
See Also
Chapter 42, Setting Up Products, Establishing Product Groups, page 594
Defining Regions
Access the Regions page.
Regions page
Region Options
All Regions Select if the product is available to customers in all regions. Note. The regions associated with a product will be ignored if you select this option. Only in Regions Below Select if you want to make the product unavailable in all regions except those you specify. You must then identify the regions (by Region ID) in which the product can be sold in the Region ID field. Select if you want to make the product available in all regions except those you specify. You must then identify the regions in which the product is unavailable in the Region ID field. Note. Region IDs are defined on the Region page, and are of the type Product Sales. Start Date and End Date Specify the start of end dates of product availability or unavailability.
All Except Regions Below
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See Also
Chapter 3, Setting Up General Options, Setting Up Regions, page 35
Tracking Competing Products

Access the Product Definition - Competitors page.
Product Definition - Competitors page
Competitor Code
Competitor codes are established on the Competitor Codes page. Note. There is no processing associated with the fields on this page. However, you can create reports to do analysis using this information.
See Also
Chapter 29, Managing Workforce Competencies, page 397
Defining Installed Product Rules

Access the Installed Product page. The Installed Product page enables you to specify rule sets that determine how system transactions create and update installed products for a specified product. To enable the system to create installed products when orders are placed for products through PeopleSoft Order Capture or Order Capture Self Service, select the Create Installed Products check box and specify the initial status of installed products (Pending, Installed or Shipped). To enable the system to create as well as update installed products upon the receipt of ASN (automatic shipping notification) messages for orders from the supply chain management system, select Create Installed Product, Update Installed Product or both as appropriate. For each check box you select, specify the status of installed products that are created or updated when ASN messages are received. To enable the system to create as well as update installed products when material usage or removal is recorded for items in the Manage Material component, select Create Installed Product, Update Installed Product or both as appropriate. For each check box you select, specify the status of installed products that are created or updated after material usage is reported. See Chapter 44, Tracking Installed Products, Defining Installed Product Rules for a Product, page 662.
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Use the Registration Fields section of the page to define which of the installed product fields are to be displayed for users on the Product Registration - Product Registration Details page where they register the product. The system populates this section with the default values defined on the Product Registration Setup page. You can modify this field list as appropriate; the selection that is made in this page is specific to the associated product only. Select the Modifiable check box for fields that need to be available for edits on the Product Registration - Product Registration Details page. Clear the check box for fields to be read-only. See Chapter 36, Setting Up Customer Self-Service, Setting Up Product Registration, page 503.
Assigning Product Unit of Measure

This section explains how to: Restrict the units of measure available for use in PeopleSoft CRM. Define product attributes by unit of measure.
Page Used to Assign Product Attributes by Units of Measure

Page Name Object Name Navigation Products CRM, Unit of Measure Usage Restrict available units of measure and define minimum and maximum order quantities, valid order increments, and minimum selling prices. Product Attributes by UOM PROD_UOM
Assigning a Unit of Measure

Access the Product Attributes by UOM page.
Product Attributes by UOM page
Standard Unit of Measure
Displays the standard unit of measure defined for the item associated with the product. The standard unit of measure is defined on the Item Definition page.
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Initialize UOM (initialize units of measure)
Click to display the ordering units of measure established for the product as part of the Item definition. The button carries any of the UOMs associated with the item to the product.
UOM
UOM (unit of measure) Select a unit of measure. For example, if you can enter material stock requests for widgets each singly, in cases, and in pallets, but you sell them only singly and in cases, do not select the PL (pallet) unit of measure. Select a default measure. The UOM you choose here applies to the product wherever it is used in PeopleSoft CRM. Note. If the product is a lightly configured package, the unit of measure should be Each and set as the default. Minimum Quantity and Maximum Quantity Increment Minimum Selling Price Define minimum and maximum order quantity fields for your order and quotation entry system. This enables you to place the order line on hold if these limits are violated. Enter a value if a product can be sold only in specific increments. Enter the minimum selling price used by your ordering system to make sure that price adjustments do not take the unit price for a product in its selling unit of measure below the minimum established price. Select a currency to set up minimum selling price thresholds for each unit of measure by currency code.
Default
See Also
Chapter 39, Defining Items, page 559
Defining Package Components

This section explains how to: Define the components of product packages and establish package hierarchies. Specify the maximum and minimum number of optional or required components a customer can select. Specify, for each component, the maximum and minimum quantity a customer can order.
Prerequisites
Before you can define the components of a product package, you must define the package itself using the Product Definition component.
See Also
Chapter 42, Setting Up Products, Defining Products, page 599
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Page Used to Define Package Components

Page Name Package Components Object Name
PRODKIT_SUMMARY
Navigation Products CRM, Package Components
Usage Define the components of a product package; specify the maximum and minimum number of optional or required components a customer can select; specify, for each component, the maximum and minimum quantity a customer can order.
Defining Product Packages

Access the Package Components page.
Package Components page
Minimum Total Components and Maximum Total Components
Enter the minimum and maximum number of components that must be purchased to complete an order. For example, if a package consists of 8 components, and at least 4 of the 8 components must be selected, but a maximum of 6 (out of 8) is allowed, you would enter a 4 in the Minimum Total Components field and a 6 in the Maximum Total Components field. The maximums and minimums you specify here work in conjunction with the Maximum and Minimum fields in the Package Components group box (see below).
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Note. The numbers in the Maximum and Minimum fields at this level do not control the maximum or minimum quantity of any individual component element that can or must be selected. To specify the maximum or minimum quantity of any specific component, use the Maximum and Minimum fields in the Package Components group box. Package Hierarchy Displays the components of primary and nested packages using a tree diagram. For example, a product package could be composed of several nested packages, each of which contains a number of individual products.
Package Components
Component Select the ID for each product or package you want to add to the primary package. For example, a package can consist of a number of individual products as well as secondary packages. Because the complexity of creating packages within packages could result in circular relationships and duplications (for example, the same product is part of both a primary and a nested package), PeopleSoft has added a control to prevent you from saving invalid package definitions. Also, you can not add a configured product to a package because configured products within a pkg is not supported. UOM (unit of measure) Default Quantity Assembly and Order Enter the UOM (unit of measure) for the product. Enter the default quantity for the component. This number must be between the minimum and maximum for this component. Specify whether the component quantity is per package (Assembly) or per order (Order). For example, assume that you need to deliver a manual with a computer package, and that a customer orders several packages. If you want to send one manual with each package ordered, select Assembly. However, if you want to send one manual with the entire order (regardless of the number of packages in the order), select Order. Enter the minimum and maximum quantity that can be ordered per component. For example, if a particular component of a package is required, but you can only order one, enter 1 in the Minimum field, and 1 in the Maximum field. If a component is an optional part of a package, but you can order a maximum of 2, enter a 0 in the Minimum field, and a 2 in the Maximum field.
Minimum and Maximum
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Note. The number of components defined as required (having a minimum quantity greater than or equal to 1) cannot exceed the number in the Minimum Total Components field at the top of the page. In other words, if you define 2 of 8 components as required, the number in the Minimum Total Components field must be at least 2 (it can, however, be greater than 2 if additional, optional components must be selected to complete an order). Similarly, the number of components defined as required cannot be greater than the number in the Maximum Total Components field. In other words, if you define 4 of 8 components as required, the number in the Maximum Total Components field must be at least 4 (it may exceed 4 if 4 components are required, but additional, optional components are available for selection). OK to Ship Without Package Component Prices Select to ship the available product package components without waiting for this one. Click to go to Package Component Pricing page, where you view and enter price and date information for each package component (if the package is priced at the component level).
Understanding Maximum and Minimum Components and Component Quantities

The following rules govern maximum and minimum total components and component quantities: The Minimum Total Components cannot be less than 1 (at least one component of a packagewhether optional or requiredmust be selected). The Minimum Total Components cannot be less than the required components (the total of components with a minimum greater than 0). The minimum total can, however, be greater than the number of required components, if a certain number of optional components (components with a minimum of 0) must also be ordered. The number of components defined as required (the total of components with a minimum greater than 0) cannot exceed the number in the Maximum Total Components field. In other words, if you define 4 of 8 components as required, the number in the Maximum Total Components field must be at least 4 (it may exceed 4 if 4 components are required, but additional, optional components are available for selection). The Maximum Total Components cannot be greater than the total number of components in a package. In other words, if a package contains 6 components, the maximum total cannot exceed 6. The Minimum Total Components cannot be greater than Maximum Total Components. Minimums on individual components cannot be greater than maximums. The default quantity must fall between the minimum and maximum for a component.
Example 1
The following package consists of six components, all optional. At least 2 components must be selected, and a maximum of 4 can be selected. Within some components, the orderable quantity is greater than 1.
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Min Total Components = 2 Component A Component B Component C Component D Component E Component F
Max Total Components = 4 Min Qty = 0 Min Qty = 0 Min Qty = 0 Min Qty = 0 Min Qty = 0 Min Qty = 0 Max Qty = 1 Max Qty = 1 Max Qty = 1 Max Qty = 2 Max Qty = 2 Max Qty = 2
Example 2
The following package consists of 6 components. Two of them (A and B) are required, but a maximum of 4 can be selected. Within the components, the orderable quantity is never greater than 1.
Min Total Components = 2 Component A Component B Component C Component D Component E Component F Max Total Components = 4 Min Qty = 1 Min Qty = 1 Min Qty = 0 Min Qty = 0 Min Qty = 0 Min Qty = 0 Max Qty = 1 Max Qty = 1 Max Qty = 1 Max Qty = 1 Max Qty = 1 Max Qty = 1
Establishing Product Prices

This section discusses how to: Set prices for individual products or product packages priced from the top down (packages for which you have selected Top Level pricing on the Definition page).
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Set prices for package components priced from the bottom up (packages for which you have selected Component Level pricing on the Definition page).
Understanding Product Pricing

The source and definition of product prices can vary depending on your setup. When you create products in Supply Chain Management and synchronize with PeopleSoft CRM, product prices will be defined by inventory business unit unless the product is non-stockable. When synchronizing, you will need to select inventory business units and enter them into the Business Unit table (inventory business units are created in PeopleSoft Supply Chain Management). If you create your products in PeopleSoft CRM, the inventory business unit field is optional. Note. In CRM, when a product is ordered, the inventory business unit is unknown and the lowest price from any inventory business unit where a price is defined for that product will be used.
See Also
Chapter 39, Defining Items, Understanding Item Definition in PeopleSoft CRM, page 559
Prerequisites
Before you can set product prices, you must make the following selections on the Product Definition Definition page: Define your product as either an individual product or a product package. Specify either Top Level or Component Level pricing for your product packages. In addition, if you define your product as a package, you must define the components of the package on the Package Components page and specify a unit of measure for the product on the Product Attributes by UOM page. Depending on the options you have chosen, access one of the following pages to set product prices: If your product is either a single product or a package priced at the top level, use the Product Price page to define the price. If your product is a package priced at the component level, use the Package Component Pricing page to establish prices.
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Pages Used to Establish Product Prices

Page Name Product Price Object Name
PROD_PRICE
Navigation Products CRM, Price
Usage Differentiate pricing among inventory business units, to set effective-dated prices for stockable and non-stockable items and price product packages at the top level. Enter price and date information for each package component. Note. You must first select the Price Package at Component Level option on the Product Definition Definition page and add components to the package using the Package Components page.
Package Component Pricing PRODKIT_COMPS_PRC
Products CRM, Package Component Pricing
Setting Prices
Access the Product Price page.
Product Price page
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Note. Use the Product Price page to view or set prices for individual products or product packages priced from the top down. If you access the page by entering a product ID for a package priced at the component level, the pricing fields will not be editable. However, you will be able to view package component prices by clicking the Package Pricing link (available only for packages priced at the component level).
Purchase in this Ship From BU

Inventory Business Unit Select the inventory business unit of the warehouse. This field is validated against the table BUS_UNIT_TBL_FS in PeopleSoft CRM. Note. Inventory business units are not established in PeopleSoft CRM. They are established in PeopleSoft Supply Chain Management or your fulfillment system. They are synchronized with PeopleSoft CRM using a business unit enterprise integration point (EIP). Currency Select the currency used for the inventory business unit.
Pricing Details
List Price Recurring Price Frequency MSRP Unit Cost Package Pricing Enter the list price that you have established for the product. The system applies price adjustments against the list price. Enter a recurring price. Enter the frequency of the recurring price. Enter the manufacturers suggested retail price. Enter the cost per unit. Click to view package component pricing details (only available for packages priced at the component level).
Setting Prices for Package Components

Access the Package Component Pricing page.
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Package Component Pricing page
Purchase in this Currency

Currency Select a currency for the package component price. Currency codes are established on the Currency Code page in the General Options menu. Once you tab out of this field, other fields on the page become available for entry, and the Currency fields on the page display your selected currency code.
Package Effective Date

List Price Displays the current total of values entered in the Component Price column. Note. Values outside of the effective date range are not included in the total. Unit Cost Unit of Measure Enter a unit cost for the package. Displays the unit of measure from the Product Attributes by UOM page.
Component Pricing
Component Component Price Displays the component ID defined on the Package Components page. Enter a price for this component ID or click the button to the right of the field to select a price previously defined for the component on the Product Price page.
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Note. Define component prices on this page only if you selected Component Level pricing on the Product Definition Definition page. Otherwise, use the Product Price page to define the price of the product package. Eff Date (effective date) and Obsolete Date Package Components Displays the values from the Package Components page. Click to go to the Package Components page, where packages are created.
See Also
Chapter 42, Setting Up Products, Assigning Product Unit of Measure, page 609 Chapter 42, Setting Up Products, Defining Product Packages, page 611 Chapter 42, Setting Up Products, Defining Products, page 600
Defining Product Relationships

This section explains how to define and view product relationships.
Understanding Product Relationships

PeopleSoft CRM comes with a number of pre-defined relationship types (identified by Relation ID) that enable you to define the following relationships between products: Complement A complement is an accessory to another product. For example, a complement to a cell phone could be a headset or carrying case. Cross-Sell A cross-sell, like an complement, represents a product that enhances or extends the capabilities of another product. However, the relationship between the products is less that of a primary product to an accessory, than one between primary products. For example, a DVD player could be considered a cross-sell to a television. Up-Sell. An up-sell is a product that is superior to one the customer is considering or has on order. Product Alternate A product alternate is a product that can be offered in place of another (for example, when the delivery time for one product does not meet the customers needs). Prerequisite A prerequisite is a product that must be purchased before another product, or that is needed for another product to function properly. Replacement Product
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A replacement product is one that can be offered in place of another product ordered by a customer if the original product is no longer available. Service Feature A service feature for a product is any feature that enhances the main product or service. For example, if wireless service is the main service, caller ID and call waiting could be defined as related service features.
Prerequisites
Before you define relationships between products, you should review the available relationship categories delivered with your system (as system data) on the Relations page. If you need to define relationships in addition to the ones already provided, you can do so on the same page. In addition, you must use the Relations page to specify the optional fields you want to appear on the Product Relationships pagethe page on which you define the actual relationship of one product to another. Note. The relationships for complements, cross-sells, up-sells, alternates, prerequisites, replacement products, come pre-defined with the system.
See Also
Chapter 42, Setting Up Products, Defining Relations, page 597
Pages Used to View and Define Product Relationships

Page Name Product Relationships Relationships Overview Object Name
PROD_RELATIONS PROD_REL_OVERVIEW
Navigation Products CRM, Relationships Products CRM, Relationships Overview
Usage Define relationships between products. View effective relationships between products.
Establishing Product Relationships

Access the Product Relationships page.
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Product Relationships page
Product Relationship
Specify the relationship between the product listed in the Product ID field (see below) and the product named at the top of the page. Valid values are: Alternates Complements, Cross-Sells, Prerequisites, Replacements, Service Features, and Up-Sells. Note. To view all relationships at one time, chose the View All link.
Product ID Start Date and End Date Status
Enter the ID of the product whose relationship you are establishing to the product named at the top of the page. The start and end dates of the product relationships you have defined. Displays a green circle if the relationship is effective, and a red square if it is not.
Optional Fields
The following fields and check boxes are available for a specific relationship category based on the selections you made on the Relations page: Catalog Quantity Priority Select to display related products in a catalog. For example, you may want to display all the product alternates in a catalog with the main product. Specify a quantity with the relationship. Specify the order of products within the relationship. For example, assume that you have defined multiple alternates for another product. If you want to specify a priority among the alternates (for example, one alternate product is the preferred choice, another is the second best choice, and so on), define the priority ordering here.
See Also
Chapter 42, Setting Up Products, Defining Relations, page 597
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Viewing Relationships
Access the Relationships Overview page.
Relationships Overview page
Refresh
Click on the Refresh button to update display fields with the relationships defined on the Product Relationships page. The page will show the relations effective as of the Date field.
Defining Product Notes

PeopleSoft CRM enables you to associate standard, predefined notes with products, or to create your own custom notes. Standard notes are already set up to print to specific documents, and the document output cannot be modified. However, you can personalize the column and sort order of the printout for both custom and standard notes, and modify keyword search parameters.
Prerequisites
Before you can associate a standard note with a product, you must define the note on the Standard Notes page (Set Up CRM, Common Definitions, Notes, Standard Notes).
Page Used to Create Product Notes

Page Name Notes Object Name
PROD_NOTE
Navigation Products CRM, Product Notes
Usage Associate standard or custom notes with products.
Creating Product Notes

Access the Notes page.
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Notes page
Sequence Classification
Enter the sequence number if you have more than one note, and want to control the order in which they appear on documents. Select Standard or Custom. If you select Standard, choose a Standard Note Code. When you tab out of the field, a description of the note displays and all other fields default in. If you select Custom, the Standard Note Code becomes unavailable for entry and all other fields are open for data entry. Note. Standard notes are defined on the Standard Notes page (Set Up CRM, Common Definitions, Notes, Standard Notes).
Standard Note Code Note Type
Select the code for the note you want to associate with the product. This field is unavailable when the note is classified as Custom. This field is available for entry only when the note is classified as Custom. Notes types are defined on the Note Types page (Set Up CRM, Common Definitions, Notes, Note Types). It the note Classification is Standard, the note text appears here. If the note Classification is Custom, you must enter the note text yourself. Custom notes can include up to 254 characters.
Text
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Creating Catalogs
This chapter provides an overview of catalogs and discusses how to: Create Display Templates. Define Catalog Content. Launch Catalog Searches.
Understanding Catalogs
Catalogs are a single group of products or services that are marketed and displayed together because they share common criteria. PeopleSoft CRM enables you to define the layout and content of online catalogs for internal and external use. You define the look and feel of catalogs by creating display templates, and then define the contents you want to organize and present according to your template definitions. You can designate products for inclusion in a catalog either by direct association (using product IDs), or by creating business rules to dynamically build product content based on the selection criteria you define. Similarly, you can control user access to catalogs (as well as tailor catalogs to users) by directly associating user IDs with specific catalogs, or by setting up business rules to establish permissions.
Understanding How Catalogs are Used in CRM

Catalogs can be accessed and searched from different locations within PeopleSoft CRM, and different functional areas within the CRM suite of applications are highly dependent on catalog definitions. Catalogs can be used and searched by external customers purchasing products or services, and internally by customer service representatives needing product information, as well as by others within an enterprise. Catalogs can use PeopleSoft Advisor dialogs to help direct an end user towards recommended products in the catalog. Catalogs and catalog data are accessible within the following areas of CRM:
Internally
Catalog information is available from: PeopleSoft Order Capture. In PeopleSoft Order Capture, customer service representatives access catalog data and run catalog searches from the Entry Form to obtain up-to-date information about products prior to entering an order or providing quotes. In addition, access to products can be limited and validated against catalogs when a product is added to the order. Customer service representatives can then use the product comparison tool, drill into product details, and copy products from the search results back to the order entry form. Additionally, the CSR can use PeopleSoft Advisor to retrieve catalog data.
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Note. Users can navigate to Order Capture, Catalog Search, and enter search criteria in the search dialog box. They can also personalize the CRM portal to display a catalog search pagelet, assuming the portal pack is installed. Once in a catalog, users can access PeopleSoft Advisor, which retrieves catalog data based on answers to questions. PeopleSoft Sales. From Lead and Opportunity, users can drill into the Catalog Search component and perform keyword searches for products. Users can then use the product comparison tool, drill into product details, and copy products from the search results back to the Sales application.
Externally
Catalog information is available from: PeopleSoft Order Capture Self Service. You can link to product detail pages from order lines, and access catalogs and PeopleSoft Advisor. PeopleSoft Advisor retrieves catalog data and offers recommendations based on a users response to Advisor dialogs. You can also browse the catalog. Customer registry or home page. Users can browse and search the catalog. Or, once in a catalog, they can access the PeopleSoft Advisor, which retrieves catalog data and offers recommendations based on question and answer dialogs. Customers can also customize the CRM portal to display a catalog search pagelet , assuming the portal pack installed.
Prerequisites
Before you create catalog display templates or define a catalogs content, you need to define products using the Define Products component. In addition, because creating display templates and defining catalog content are interdependent setup steps, a catalog is not fully defined until both templates and content are defined.
See Also
Creating Display Templates

This section provides an overview of display templates, and discusses how to: Define a catalog display page. Define a product and nested catalog display page. Define a product comparison page. Define product detail display page. Define featured product displays.
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Understanding Display Templates

You can create display templates to define the layout and organization of a catalog. Note that this is separate task from defining what products it contains. You can then apply the same reusable templates to different product collections defined in Catalog Setup. Defining layout and presentation separately from content enables you to easily modify, update, and recombine both products and presentational formats to meet different user and display requirements.
Template Setup Procedures

You define display templates using pages in Catalog Template Setup. Each page in this component controls the look and feel of one or more corresponding pages or displays in the online product catalog. The catalog display page is the initial page accessed by users. It contains a list of catalogs and associated images. The product display page is normally the second page accessed by users, and can display both products and nested catalogs (as well as associated images). It is accessed from a link on the catalog display page.
Pages Used to Create Display Templates

Page Name Display Template Object Name
RO_DISPLAY_TEMPL
Navigation Catalog Management, Catalog Template Definition
Usage Define the look and feel of the catalog and product display pages in the online catalog. Define the look and feel of the product display page in the online catalog. Define the look and feel of the product comparison page in the online catalog. Define the look and feel of the product details page in the online catalog. Define the featured products display.
Product Display Page
RO_PRODUCT_DISPLAY
Catalog Management, Catalog Template Definition Catalog Management, Catalog Template Definition Catalog Management, Catalog Template Definition Catalog Management, Catalog Template Definition
Product Compare Page
RO_PRODUCT_COMPARE
Product Details
RO_PRODUCT_DETAIL
Featured Products
RO_PRODUCT_FEATURE
Defining Catalog Display Pages

Access the Display Template page.
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Display Template page
Template Details
Description, Long Description Status Default Display Template Enter a short and long description for the display template. Select Active, or Inactive. Select to make this the default display template. The default template is used by PeopleSoft Order Capture to determine the catalog page display when a display template is unavailable. . For example, users do not initiate product searches from within a particular catalog. So how do you know which catalog product details definition to display when the user clicks on a particular product after searching for it? In this case, the default catalog definition will be used to display the product details. The same is true when a user drills into a particular product on an order. Similarly the first page users see when browsing catalogs is a list of catalogs. The catalog engine uses the default display template to determine whether or not to display the catalog images and long descriptions of these catalogs (catalog images will be displayed if the Images check box is checked on the Product Display page). Note. Only one default display template is valid in the system.
Show These Options

Show Nested Catalogs If selected, and a catalog contains secondary, nested catalogs, these catalogs will appear on the product display page (the second page in the catalog after the initial catalog display page), and users will have access to them. If selected, and a catalog has products associated with it, these products or services will appear on the product display page (the second page in the catalog after the initial catalog display page), and the user will have the ability to drill into product details.
Show Products
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Show Long Description
Select if you want the long description of a catalog to be displayed. Otherwise, the short description of the catalog from the Product Catalog page will be used to identify the catalog. Note. You enter the long description of catalogs on the Product Catalog page.
Show Filler Image
Select to display a filler image if a catalog has no image. You must upload the filler image on this page. Note. If the catalog has an image, and you want to display it on the initial catalog display page, select the Images check box on the Product Display page of the default template.
Note. You select the image representing a catalog on the Product Catalog page.
Catalog Filler Image

Browse Delete Click this button to attach a filler image to use when a Catalog image is not available, or you do not want to display a catalog image. Click this button to delete the filler image.
Defining Product Displays

Access the Product Display page.
Product Display page
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Show These Options

Images Select to display product and nested catalog images on the product display page of the catalog. These images will then function as links to product detail and product display pages. Note. You associate images with catalogs on the Product Catalog page. You associate images with products on the Images page in the Product Definition component. Filler Image Product Description Select to show a filler image on the product display page if products have no images associated with them. You must upload the filler image on this page. Select to display the short descriptions of products on the product display page. These descriptions will then function as links to product detail pages. Note. The short description comes from the External Description page in the Product Definition component. Price Select to display product prices on the product display page in the catalog. Note. The product price is for single, one-time charges. Prices can come from Price Sets defined in the Pricing Engine, from the List Price field on the Product Price page, or the List Price field on the Package Component Pricing page (if the product is a package priced at the component level). Long Product Description Recurring Price Select to display the long product description of products on the product display page. Select to display recurring prices on the second catalog display page. Note. A recurring price is one charged at periodic intervals, and must be defined on the Price List page. For example, a subscription fee for a magazine is a recurring price. Featured Products If selected, products flagged as featured will be identified as such on the product display page of the catalog. Note. You define the look and feel of featured products on the Featured Products page of the Catalog Template Setup component; you select actual products to be featured in a catalog on the Featured Products page of the Catalog Setup component. Compare Options Select to enable users to compare products. If selected, compare check boxes and a compare button appear on the product display page of the catalog. Note. Nested catalogs cannot be included in comparisons.
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Display Options
Rows Columns Cell Width Enter the number of rows of products or nested catalogs you want to appear on the product display page of the catalog. Enter the number of columns of products or nested catalogs you want to appear on the product display page of the catalog. Enter the width of the cellthe area containing the contents or informationfor a single nested catalog or product on the product display page. If left blank, the cells will expand and shrink based on their contents, and each column will expand to the largest width of any child cell. Enter the width of the cell borders. Select alignment to be center, right or left. Select image size to be large, medium, small or zoom. Note. Size refers to the Product Image page and the corresponding image sizes loaded there per product. For nested catalogs, it uses the image (and size) loaded to the catalog. Border Style Select the style class of the cell borders. The border color of a cell is determined by the background color of its style class.
Border Width Alignment Image Size
Filler Image
Browse Click on this button to attach a filler image to use on the product display page when a product image is not available, or you do not want to display a product image. Click this button to delete the filler image.
Delete
Detail Links Location

Product Detail Arrangements Choose this option to have the user go to the Catalogs Product Detail page when they drill into a product on the Product Display Page. Choose this option to have the user go to the Financial Services Arrangements/ Terms and Conditions Page when the user drills into a product on the Product Display Page. Note. The Details Links Location group box and its corresponding choices only appear if PeopleSoft CRM for Financial Services or PeopleSoft CRM for Insurance are installed
Define Product Comparison Display

Access the Product Compare page.
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Product Compare page
Display Options
Section Style Class Criteria Style Class Even Columns Style Class Odd Columns Style Class Column Width Select the style class to use for the section headers on the comparison page. Select a style class to use for the column on the comparison page containing the elements to be compared (the leftmost column on the page). Select the style class to use for the second (even numbered) product column on the comparison page. Select the style class to use for the odd numbered product columns on the comparison page. Define the width of the columns on the comparison page. If left blank, the columns will expand and shrink based on their contents. Each column on the page will expand to the largest width of any child column. Define the border widththis is the width of the border between all of the columns and rows in the comparison table. Select image size to be large, medium, small or zoom. Note. Size refers to the Product Image page and the corresponding image sizes loaded there per product. For nested catalogs, it uses the image (and size) loaded to the catalog.
Border Width Image Size
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Show These Options

Product Description Select to display the short description of products on the product comparison page of the catalog. Note. Note. The short description comes from the External Description page in the Product Definition component. Product Long Description Select if you want the long description of a product to be displayed on the comparison page. Note. The long description comes from the External Description page in the Product Definition component. Product Unit of Measure Select to display a products default unit of measure in a comparison. Note. The default unit of measure is set on the Product Attributes by UOM page. Product ID Price Select to display the product ID. Select to display product prices in a comparison. Note. The product price is for single, one-time charges. The price can come from Price Sets defined in the Pricing Engine, from the List Price field on the Product Price page, or the List Price field on the Package Component Pricing page (if the product is a package priced at the component level). Images Select to display product images on the comparison page of the catalog. Note. You associate images with products on the Images page in the Product Definition component. Filler Image Attributes Select to use a filler image if products have no images associated with them. You must upload the filler image on this page. Select to display product attributes in a comparison. Only attributes whose Group Usage type is Information can be displayed in a product comparison. Note. Product attributes are defined on the Attributes page in the Define Products component. Attribute Group Usage types are defined on the Attribute Groups page. Attribute Classes Select to organize the attributes displayed in a comparison into attribute classes or types. For example, materials, dimensions, and patterns are different classes of attributes. Select to add a Purchase This Product link to the comparison page of the catalog. This link takes users to the product details page for the product, where they will find the Add to Cart button (if enabled on the Product Details page).
Buy Button
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Detail Links Location

Product Detail Arrangements Choose this option to have the user go to the Catalogs Product Detail page when they drill into a product on the Compare Page. Choose this option to link the user to the Financial Services Arrangements/ Terms and Conditions Page when the user drills into a product on the Compare Page. NOTE: The Details Links Location group box and its corresponding choices will only appear if the Financials or Insurance Verticals are installed.
Filler Image
Browse Click the Browse button to attach a filler image to use on the product display page when a product image is not available, or you do not want to display a product image. Click the Delete button to delete the filler image.
Delete
Specify Product Detail Display

Access the Product Details page.
Product Details page
Show These Options

Product Description Select to display the short description of products on the product details page of the catalog.
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Note. The short description comes from the External Description page in the Product Definition component. Product Fields Attributes Select to display product fields on the product details page of the catalog. These include Unit of Measure, Quantity, Price, and Recurring Price. Select to display product attributes on the details page. Only attributes whose Group Usage type is Information can be displayed on the product details page. Note. Product attributes are defined on the Attributes page in the Define Products component. Attribute Group Usage types are defined on the Attribute Groups page. Attribute Classes Select to organize the attributes displayed in a comparison into attribute classes or types. For example, materials, dimensions, and patterns are different classes of attributes. Select to enable the Add to Cart button and functionality on the product details page. Select to display product images on the product details page of the catalog. Note. You associate images with products on the Images page in the Product Definition component.
Buy Button Images
Note. Filler Image Relationships Select to use a filler image if products have no images associated with them. Upload the filler image on this page. Select to show product relationships on the product details page. In PeopleSoft CRM, products can be related to other products as cross-sell or up-sell opportunities, function as alternates or replacements for other products, complement other products, or be defined as a prerequisite for the purchase of other products. These relationships can be displayed on the product details page to promote additional sales opportunities. Note. You define relationships between products on the Product Relationships page. Relationship Images Attachments Select to display images of related products on the product details page of the catalog. Select to enable to Attachment functionality.
Display Options
Image Size Select image size to be large, medium, small, or zoom.
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Note. Size refers to the Product Image page and the corresponding image sizes loaded there per product. For nested catalogs, it uses the image (and size) loaded to the catalog.
Filler Image
Browse Delete Click to attach a filler image to use when a product image is not available, or you decide not to display a product image. Click this button to delete the filler image.
Define Featured Products Display

Access the Featured Products page:
Featured Products page
Show These Options

Featured Image Show Featured Products First Style Name Select if you want the image uploaded on this page to appear on catalog display pages when a product is flagged as a featured product. Select this option to have all of the Products that are flagged as Featured appear before any other product. This option is preferable if you want to promote certain products so the user sees those products first. Select a cell style to use for featured products. A cell is the area containing the contents or information for a single product on a product display page.
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Featured Image
Browse Delete Click to attach a filler image to use when a product image is not available, or you decide not to display a product image. Click this button to delete the filler image.
Defining Catalog Content and Permissions

This section provides an overview of catalog content and permissions, and explains how to: Define a catalog ID and select a default display template for a catalog. Designate products for inclusion in a catalog either by direct or business rule association. Define user access to catalogs either by direct or business rule association. Define nested catalogs for inclusion in another catalog. Specify featured products. Populate catalog cache tables.
Understanding Catalog Content and Permissions

PeopleSoft CRM enables you to generate catalogs dynamically based on rules you define online. These rules determine which products appear in a catalog, who can access catalogs, and which products are featured in a catalog. You also have the ability to link products to catalogs and define user access by direct association using product IDs and user IDs.
Catalog Content and Features

You can associate both standard and featured products with catalogs in the following ways: By direct association. Direct association enables you to link specific product IDs to one or more catalog IDs. Only products associated with a catalog ID can appear in the catalog. By business rule association. Business rule association enables you to define a rule based on the values of fields such as product brand, product category, and product groupas well as other product attributes. For example, you could define a rule specifying that only a specific product brand can be displayed or featured in a catalog. If you want, you can include more than one attribute/value pair in a single product association rule. For example, you could use the following two associations to create a catalog for Company X laptops and Company Z workstations: Condition 1: Product category = laptop and brand = Company X. or Condition 2: Product category = workstation and brand = Company Z.
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Note that each condition in the rule involves an association between two valuesa product category and a brand, which are joined together using the where clause operator And. However, the relationship between conditions is based on the where clause operator Ormeaning that any product that satisfies either condition 1 or condition 2 is included in the catalog. Note. The system interprets rule conditions defined on the same row or scroll to be joined by the and operator, and conditions defined on different rows or scrolls to be joined by the or operator.
User Permissions
In PeopleSoft CRM you can control access to catalogs in the following ways: By direct association. Direct association enables you to link specific user IDs to one or more catalog IDs. Only users associated with a catalog can access the catalog. By business rule association. Business rule association enables you to define access rules based on the values of fields such as Company, User Role, Gender, Region, as well as other attributes. For example, you could define a rule specifying that only users within a certain company can access the contents of a catalog. Just as in the case of product association rules, you can include more than one attribute/value pair in a single access rule. For example, you could define the following two associations to limit access to users in company A whose geographic region is the Southwest, or who work in company B in the Northeast region. Condition 1: User = employee in company A and Southwest. or Condition 2: User = employee in company B and Northeast. Note that each condition in the rule involves an association between two valuesa company and a region, which are joined together using the where clause operator and. However, the relationship between conditions is based on the where clause operator ormeaning that catalog access is granted to anyone who satisfies either condition 1 or condition 2. Note. The system interprets rule conditions defined on the same row or scroll to be joined by the and operator, and conditions defined on different rows or scrolls to be joined by the or operator.
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Pages Used to Set Up Catalog Contents and Permissions

Page Name Product Catalog Object Name
RO_PRD_CATALOG
Navigation Catalog Management, Catalog Definition
Usage
Clone a Catalog
RO_CAT_CLONE
Define catalog IDs and select a default display template to control the look and feel of a catalog; populate catalog cache tables. Catalog Management, Use the Clone a Catalog Catalog Definition. Click the page to create a copy of the Clone This Catalog link. current catalog. Catalog Management, Catalog Definition Catalog Management, Catalog Definition Catalog Management, Catalog Definition Catalog Management, Catalog Definition Define catalog content by direct or business rule association. Define user access and experience by direct or business rule association. Link nested catalogs to a main catalog. Select products to be featured in a catalog.
Product Association
RO_PRD_ASSOCIATION
User Permissions
RO_USR_PRMSON
Nested Catalogs Featured Products
RO_NEST_CAT RO_FEATURED_PRD
Defining a Catalog ID and Populating the Catalog Cache

Access the Product Catalog page.
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Product Catalog page
Catalog Tree Details

Folders in the Catalog tree can be expanded as follows: Expand the main Catalog folder in the catalog tree to display sub-folders for Products and Users. Expand the Products folders to see individual products in the catalog. Expand the Users folder to see individual users who have access to the catalog. Each folder in the tree has a link associated with it, and within the Products and Users folders there are links for individual products and users: Catalog link. Click on this link to refresh the tree display. Products link. Click on this link to go to the Product Definition component where products are defined (logged on users must have access to the product definition to do this). Users link. Click on this link to go to the Consumer or Contact components where users are defined (logged on users must have access to the user definition to do this). Individual product links. Click on this link to access the product definition.
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Individual user links. Click on this link to access the user definition.
Catalog Details
Description and Long Description Status Channel The Description you enter here appears in the catalog list. You can make the Long Description appear on the catalog display page by selecting the Show Long Description check box on the Display Template page. Select Active, or Inactive. Channels are used to define access to catalogs. Valid values are: All: Select if catalog will be accessed externally via the Web as well as internally (for example, by customer service representatives). Internal: Select if catalog is for internal use onlyfor example, by customer service representatives. Web SS: Select if catalog is for external access via the Webfor example, by customers purchasing products or services through a self-service transaction. Note. The channel being accessed depends on the portal being browsed. As delivered, the customer portal is considered external and the employee portal is considered internal. Begin Date, End Date Display Template These dates specify the period during which the catalog is active Select a display template to control the layout of products as well as the information and options that appear in the catalog. You can override the display template at the catalog level with a display template at the user level (on the User Associations page). Note. You must first define your display templates using the Catalog Template Setup component. Advisor Dialog Associate a PeopleSoft Advisor dialog with the catalog. When you associate a dialog with a catalog, users will see a Goto Product Advisor link that launches the PeopleSoft Advisor application. Dialogs can be based on different catalog-user combinations, so that different dialogs can be targeted to different users. This means that you can define a default dialog at the catalog level, as well as an optional dialog at the user level (on the User Associations page).
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Note. PeopleSoft Advisor dialogs are a series of questions and answers that constitute a recommendation experience. PeopleSoft Advisor recommends products based on a users responses. These responses can be weighted by the Advisor engine to emphasize certain recommendations over others based on user segments. In PeopleSoft Order Capture Self Service, users can add products or services recommended by the PeopleSoft Advisor to their shopping cart. If a user exits an Advisor dialog, he is returned either to the catalog page in the self-service application, or to the Order Capture entry form, in the case of the CSR. Region Based Select if the catalog is regionalin other words, is sensitive to the geographical area of the user. When a user accesses a regional catalog, they will be prompted for a region, which could be the zip code of the ship-to area of service/installation, a state, a city name, or some other location, depending on how you define regions during implementation. This information can be used to dynamically hide products in the catalog that are not available in a particular area. Note. To define the regions in which specific products are available or unavailable, use the Regions Page in the Product Definition component. The regions used for Product filtering are Product Sales regions.
Note. You can also attach regional restrictions at the user level, as opposed to the product level. You do this on the User Association page. The regions used for User Associations are Geographic regions. Universal Populate Catalog Select if products in the catalog are available to all users who have access to the product Set ID. Click to populate cached information on which the tree display in the left hand corner of the page is based. Note. This button calls the application engine program RO_CAT_GETPR, which populates the cache tables storing catalog data.
Note. The tree will refresh automatically with the new information based on the catalog refresh. Clone This Catalog Click this link to clone the current catalog. You make clone selections on the Clone a Catalog page.
Catalog Image
Browse Click this button to attach an image to represent the catalog. You determine whether this image will be displayed in online catalogs on the Display Template page.
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Delete
Click this button to delete the image.
Cloning a Catalog
Access the Clone a Catalog page by clicking the Clone this Catalog link.
Clone a Catalog page
Original Catalog Information

Catalog to be Cloned This field displays the name of the catalog that will be cloned.
Cloned Catalog Information

New Catalog ID Begin Date, End Date Status Description and Long Description The cloned catalog is assigned a new catalog ID once you click the Clone Catalog button. These dates specify the period during which the new catalog is active Select Active, or Inactive. The Description you enter here appears in the catalog list. You can make the Long Description appear on the catalog display page by selecting the Show Long Description check box on the Display Template page.
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Include These for Clone

Product Associations User Associations Featured Products Nested Catalogs If selected, all of the Product Associations from the original catalog will be saved to the new catalog. If selected, all of the User Associations from the original catalog will be saved to the new catalog. If selected, all of the Featured Product Rules from the original catalog will be saved to the new catalog. If selected, all of the Nested Catalogs from the original catalog will be saved to the new catalog.
Defining Product Associations

Access the Product Association page.
Product Association page
From Product ID and To Product ID
To link products to catalogs by direct association, enter the product IDs in the From and To fields. To link an individual product rather than a range of products to a catalog, enter the specific product ID in the From field, and leave the To field blank. Create new rows for each product or product range you want to associate with the catalog. Use to create a business rule association based on a brand name. For example, you could select only Brand A product for inclusion in a catalog. Note. Brands are defined on the Product Brand page.
Product Brand
Orderable By
Enables you to create a business rule association based on whether a product is universally available, or available only to businesses or consumers. For example, you may want your catalog to include only products selected for businesses. Valid values are:
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All: Select to include products in the catalog that have been designated as available to both customers and businesses. Consumer: Select to include products in the catalog that have been designated as available to consumers. Business: Select to include products in the catalog that have been designated as available to businesses. Note. You set the Orderable By status of products on the Definition page in the Product Definition component. Product Category Enables you to create a business rule association based on product category. For example, you could include in your catalog only products that fall within the category Trains. Note. You define product categories on the Product Category page. Product Group Enables you to create a business rule association based on product groups. For example, you could include in your catalog all products in the product group Dishwashers. Note. You add products to product groups on the Product Groups page in the Product Definition component. Attribute Name and Attribute Value Select an Attribute Name on which to base your business rule association, and enter the value in the Attribute Value field. For example, Material is an attribute you could use to select items for inclusion in a catalog: you could specify that you want to include all products in the product group Shoes that are made of 100% leather (in this case, the Attribute Value would be Leather). Note. The attributes available for selection are those you defined using the attributes component. Only attributes associated with products whose Group Usage type is Information are available here.
Note. You associate products with attributes on the Attributes page in the Define Products component. Service/Product Enables you to create a business rule association based on the definition of products as Service or tangible type Products. Note. You define products as service or tangible type products on the Definition page in the Product Definition component.
Understanding Conditional Clauses in Business Rule Associations

When you create business rule associations on the Product Association page, the conditions in your rule can be related to one another in one of the following ways:
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Using and operators. When different conditions are joined by and operators, then all individual conditions in the rule must be met before a product can be included in a catalog. For example, if you specify that the Product Brand Company X should be included in the catalog, and that within this brand, only products in the Product Category Laptop Computers, you are defining a rule based on an and operator. In other words, both conditions of the rule must be met for the product to be selected (the product must be both a Company X product and a laptop to be included in the catalog). Using or operators. When different conditions are joined by or operators, then only one condition in the rule needs to be met before a product is included in a catalog. For example, if you specify that any product carrying the Product Brand Company X should be included in the catalog, as well as any computer in the Product Category Workstation (regardless of brand), you are defining a rule based on an or operator. In other words, if the product is either a Company X product or a workstation, it will be included in the catalog (only one condition needs to be satisfied). To create rules based on and and or operators: 1. To associate conditions within a rule using the and operator, define all your conditions as part of the same scroll or row. For example, assume you want to include only Company X workstations in a catalog. To do this, set Product Brand to Company X(condition 1), and Product Category to Workstation (condition 2), but do not create a new row for each condition. 2. To associate conditions using the or operator, define each condition on a different scroll or row. For example, assume you want to include all Company X products in your catalog (condition 1), as well as any workstation, regardless of brand name (condition 2). To do this, set Product Brand to Company X, create a new row on the Product Association page (click the Add Row button), and define the second condition by setting Product Category to Workstation.
Setting Up User Associations

Access the User Association page.
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User Association page
Person ID Company
To grant catalog access by direct association, enter contacts in the Person ID field. Create a new row for each person you want to associate with the catalog. Enter a value to create a business rule association based on a company name. For example, you might want to grant access only to employees in Company ABC. Note. Companies are defined using the Company component.
User Role
Enter a value to create a business rule association based on a user role. For example, you may want to make your catalog available only to managers. Note. The available user roles are defined using the Representative or Consumer components (Customers CRM, Representative or Consumer).
Gender Region
Enter Male or Female to base access on gender. Enter a value to base user access on region. Note. User regions are geographic, in contrast to product regions, which are of the product sales type. You specify user regions in the Primary Address field in the Consumer and Representative components.
Industry ID
Enter a value to select users based on Industry ID. Note. Note. You define industry IDs using the Representative component.
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Installed Product
Select an installed product to restrict user access to individuals who have installed a specified product. Note. To grant access based on product installation status, you must first set your system up to track product installation status on the Installed Product page.
Attribute Name and Attribute Value
Select an Attribute Name on which to base user access, and enter the value in the Attribute Value field. For example, Income is an attribute you could use to enable access to a catalog: you could specify that you want to grant access to users making more than 100,000. Note. The attributes available for selection are those you defined using the attributes component. Only attributes associated with users (for example, consumers or representatives) whose Group Usage type is Configuration are available here.
Note. You define the attributes of specific users on the Attributes page of the Consumer and Representative components.
Permission Specific Options

Display Template Enter a display template to override the default template selected at the catalog level (Product Catalog page). This template will apply to users who meet the access requirements you have defined. Select a PeopleSoft Advisor dialog to override the default dialog selected at the catalog level (Product Catalog page). This dialog will apply to users who meet the access requirements you defined. Note. Advisor dialogs belong to the PeopleSoft Advisor, which is documented in the PeopleSoft Advisor PeopleBook.
Advisor Dialog
See Also
PeopleSoft 8.8 CRM Advisor PeopleBook
Creating Nested Catalogs

Access the Nested Catalogs page.
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Nested Catalogs page
Catalog ID Begin Date and End Date Comment
Enter the ID of the catalog you want to nest within the main catalog displayed at the top of the page. The relationship between the nested catalog and the main catalog is valid within these dates. Add a comment.
Identifying Featured Products

Access the Featured Products page.
Featured Products page
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Note. A product cannot be featured in a catalog until you have associated it with the catalog on the Product Association page. Only after the association is established can you flag it as a featured product.
Featured Product Lists

Product ID Product Brand To define an individual product as a featured product, enter the product ID. Create a new row for each product you want to feature. Use to create a business rule for featuring products based on brand names. For example, you could select all Nike products as featured products. Note. Brands are defined on the Product Brand page. Product Category Enables you to create a business for featuring products based on product categories. Note. You define product categories on the Product Category page. Product Group Enables you to create a business rule for featuring products based on product groups. Note. You add products to product groups on the Product Groups page in the Product Definition component. Attribute Name and Attribute Value Select an Attribute Name on which to base your business rule, and enter the value in the Attribute Value field. For example, Material is an attribute you could use to define featured items: you could specify that you want to feature all products in the product group Shoes that are made of 100% leather (in this case, the Attribute Value would be Leather). Note. The attributes available for selection are those you defined using the attributes component. Only attributes associated with products whose Group Usage type is Information are available here.
Note. You associate products with attributes on the Attributes page in the Define Products component. Service/Product Enables you to define a business rule for featuring products based on the definition of products as Service or tangible type Products. Note. You define products as service or tangible type products on the Definition page in the Product Definition component.
Featured Product Running Dates

Begin Date and End Date Identify the start and end dates for your featured products.
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Searching Catalogs
This section provides an overview of the catalog search feature, and explains how to search a catalog.
Understanding Catalog Searches

You can initiate catalog searches and access catalog data from different locations in PeopleSoft CRM: Customer registry users can run searches by clicking the Catalog Search link. Employee registry users can launch a catalog search by navigating to PeopleSoft Order Capture, Catalog Search. Once in a catalog, users can access the PeopleSoft Advisor application. Employee or customer users can personalize the CRM portal by adding a catalog search pagelet to their home page, assuming they have the PeopleSoft Portal Pack installed. In PeopleSoft Order Capture, customer service representatives can access catalog data and run catalog searches from the Entry Form to obtain up-to-date information about products or services prior to entering an order or a quote. CSRs can copy products from the search results back to PeopleSoft Order Capture, and use PeopleSoft Advisor to retrieve catalog data. In PeopleSoft Order Capture Self Service, you can link to product detail pages from order lines, and access both catalogs and the PeopleSoft Advisor. From Lead and Opportunity components in PeopleSoft Sales, users can drill into Catalog Search and perform keyword searches for products. Users can then use the product comparison tool, drill into product details, and copy products from the search results back to the PeopleSoft Sales application.
Understanding Search Results, Access Rules, and Content Restrictions

PeopleSoft has designed the search feature to return the right catalogs and contents to each user by enforcing the validation rules set up using Catalog Setup. So, for example, if a catalog has been defined to display a certain set of products to a specific class of users in a certain geographical area, the search results returned to one of those users will respect the content and access rules you have defined. Note. When invoked from PeopleSoft Order Capture, the Orderable By attribute is used to filter search results by business or consumer. For example, if the product is defined to be sold only to businesses, then a consumer would not see this product in the search results.
Setting Up Catalog Searches

PeopleSoft CRM uses the Verity Search Engine to run searches against flat files called search collections. These search collections store data derived from the same database cache tables that are loaded when you build and populate your catalog. Before a catalog can be searched, you must do the following: 1. Populate the catalog cache tables. 2. Create the search collection.
Acting on Search Results

When search results are returned, the user can drill down into product details and compare up to three products. And when used with the internal order capture, lead and opportunity components, products can be selected and copied back into the calling component.
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Page Used to Search a Catalog

Page Name Catalog Search Object Name
RX_PROD_SRCH
Navigation Orders and Quotes, Search Catalog
Usage Search Catalogs
Running a Search
Access the Catalog Search page.
Catalog Search
Basic Search
A basic search enables you to search catalogs based on selection criteria entered in the following fields: Catalog Keywords Select the name of the specific catalog you want to search, or select All Catalogs if you want to run a global search. Enter the keyword or words to use in your search. The search looks only in the catalog selected or All Catalogs and looks for keywords across all fields in the search collection. Note. If multiple keywords are entered in the Keywords field, the search treats it as an exact phrase. For example, if you enter red bike, the search would not find blue bike with red trim. If you want your search to treat multiple keywords independently, then they need to be separated with a boolean operator like And or Or. For example, to find all occurrences of red and bike you would enter red and bike in the Keywords field. Conversely, to find all occurrences of red or bike you would enter red or bike in the Keywords field.
Note. For tips on how to narrow or broaden your searches using the Keywords field, click the Search Tips link.
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Search
Click the search button to initiate a search. Pressing the Enter key after entering a keyword will not initiate the search.
Advanced Search
Advanced searches enable you to enter the same search criteria available in a basic search; in addition, however, you can specify the following criteria: Description Product ID Brand Match On A keyword entered into the description field searches only the description field for the keyword. A complete ID entered in this field searches only the product ID field for this value. Only the product brand field is searched for the brand selected. Specify the relationship between the elements of your advanced search. Valid values are: All Criteria (AND): If selected, advanced search criteria are related to one another using the And operator. In other words, all the search criteria you define (Description, Product ID, and Brand) have to be satisfied for a product to be returned by the search. Any Criterion (OR): If selected, advanced search criteria are related to one another using the Or operator. In other words, only one of the search criteria you define (Description, Product ID, or Brand) has to be satisfied for a product to be returned by the search. Note. Match On options apply only to advanced search criteria. The elements of a basic search (Catalog and Keyword) are always linked together by an AND operator, and the relationship between a basic and an advanced search element is similarly always based on the AND operator.
Note. For additional information about advanced searches, click the Search Tips link. Search Click the search button to initiate a search. Pressing the Enter key after entering a keyword will not initiate the search.
See Also
Chapter 9, Setting Up and Using Search Collections, Understanding PeopleSoft CRM Searching, page 103
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Tracking Installed Products

The chapter provides an overview of installed product functionality and discusses how to: Define rules for system-created installed products. Manage installed products. View installed products.
Understanding Installed Products

This section discusses: How installed products are used. How installed products are created and updated. System-created service orders for installed products. Warranty activation on installed products. Hierarchical views of installed products.
How Installed Products are Used

installed products track the products (physical items or services) installed at a customers site or the products issued to an internal worker. In PeopleSoft Support and PeopleSoft FieldService, installed products can limit agreement lines to a specific set of products and determine whether a warranty is in effect for an installed product referenced on a case or service order. Agents can reference installed products defined in PeopleSoft HelpDesk to determine equipment issued to an employee and the location of the equipment.
How Installed Products are Created and Updated

Using the Installed Product component, you can manually create and maintain installed products for all products listed in your system. With the Installed Product page of the Product Definition component, you can also define rules that govern when installed products are automatically created and updated. The system can be configured to create installed products or update the status of installed products when: Orders are placed using PeopleSoft Order Capture or PeopleSoft Order Capture Self Service. Automatic shipping notification (ASN) messages are received from another system, such as PeopleSoft Order Management.
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Material usage and removal transactions are recorded using the Manage Material component in PeopleSoft FieldService. Note. The system automatically creates installed products with the status of Installed for products that are newly registered using the Product Registration component. For registered products that already have installed products, the system does not update the installed product status. Based on how the product registration page is configured by the administrator (for example, what fields are available and whether they are editable) users can update installed products as they fill out the registration. See Chapter 36, Setting Up Customer Self-Service, Setting Up Product Registration, page 503. See Chapter 37, Working with Customer Self-Service Transactions, Registering Products, page 550. At the installation level of the system, you can define two sets of installed product creation and update rules that are used as default values for the Installed Product page of the Product Definition component: one set for those products that require a service order for installation and another set for those that do not. When you set up the creation and update rules for installed products using the Product Definition component, you can click a button on the Installed Product page to populate the appropriate default rules. While you can modify the default rules as necessary for specific products, you can also update the configurable default values (used across all products) on the Installed Product Defaults page under the Set Up CRM, Install, Product Options menu.
Rules for Installed Product Status

The system can be configured to set the status of an installed product that it creates or updates to one of three values: Pending, Installed, or Shipped. Typically, implementations suggest the following rules to manage status for installed products created or updated by system transactions; these rules are user-configurable and can be updated as appropriate: For a product that requires a service order for installation: When the installed product is created in PeopleSoft Order Capture or Order Capture Self Service, set the status to Pending. If a subsequent ASN message is received, update the status to Shipped. When the installed product is created by an ASN message, set the status to Shipped. When the installed product is created or updated as a result of a material usage transaction (recorded on the Manage Material component within the Service Order), set the status to Installed. For a product that does not require a service order for installation: When the installed product is created on order capture, set the status to Pending. If a subsequent ASN message is received, update the status to Installed. When the installed product is created by an ASN message, set the status to Installed. Note that if a product does not require a service order for installation and a rule has been established for ASN receipt that sets the status to a value other than Installed, the status of the installed product must be manually set to Installed when appropriate. You may want to set up rules that require manual intervention for business processes that require an action or response from your customer. For example, suppose that you ship a product that requires some type of installation, such as setting up a personal computer, that the customer performs. When the customer completes the installation process, he or she can contact you to update the record.
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See Also
Chapter 42, Setting Up Products, Defining Products, page 599 PeopleSoft 8.8 CRM Collaborative Selling PeopleBook, Managing Orders and Quotes PeopleSoft 8.8 CRM FieldService PeopleBook, Managing Service Order Material Requirements PeopleTools 8.42 PeopleBook: PeopleSoft Enterprise Integration PeopleSoft Order Management PeopleBook
System-Created Service Orders for Installed Products

When defining products using the Product Definition component, you can indicate whether an installed product requires a service order to complete installation. When an order is placed for the installed product in PeopleSoft Order Capture, or PeopleSoft Order Capture Self Service, component interfaces enable the system to stage a service order for the specified installation service in PeopleSoft FieldService. When the status of the installed product or group of records associated with the ordered product is updated to Shipped (that is, when the ASN shows that the corresponding order line has been completely fulfilled), the system automatically generates a service order using the information defined for the specified installation service. The initial status of the systemcreated service order is Open, with all associated service order lines set to Open - Hold Assignment. Note that if the automatic technician assignment feature is enabled and the system has successfully assigned a provider group and group member to the service order, the status of service order lines that are assigned with technicians will be set to Open - Assigned. When an order for multiple installed products that require installation is saved in PeopleSoft Order Capture or PeopleSoft Order Capture Self Service, the system creates one service order for each productsite combination on the order.
See Also
PeopleSoft 8.8 CRM Collaborative Selling PeopleBook, Working With Order Capture Business Projects PeopleSoft 8.8 CRM FieldService PeopleBook, Creating and Managing Service Orders
Warranty Activation on Installed Products

Warranties can be defined or updated using the Warranties component under the Customer Contracts CRM, Agreements menu. You can associate an item with a warranty on the Item Definition page under the Items CRM, Inventory Item Definition menu. When a case or service order is created for a customers installed product, the system first checks for entitlements associated with a valid warranty on the customers installed product before searching for entitlements on an agreement. If a warranty has been defined for the item associated with an installed product, you can activate the warranty when you create installed products. When installed products are automatically created, the system activates the associated warranty and calculates the warranty duration using default values from the warranty definition.
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Note. The system can only calculate the start and end dates of the warranty on an installed product, if the appropriate process has updated the base date used to calculate the warranty start date. For example, suppose the warranty is defined to start upon shipment, but no ASN (shipment) status update rules have been defined for the product. In this case, the installed product is created at order time, with an order date but no shipment date. The warranty name is associated with the installed product at order time, but no warranty dates are populated. In this scenario, a user must manually update the installed products warranty start and end dates for the warranty information to appear in entitlement matches. However, if the product has ASN status update rules defined, the system automatically records the ship date and the warranty start and end dates on the installed product as soon as the ASN is processed for the product. If necessary, you can manually update the warranty status and coverage period on the installed product using the Installed Product component.
See Also
PeopleSoft 8.8 CRM Services Foundation PeopleBook, Setting Up and Managing Agreements and Warranties
Hierarchical Views of Installed Products

In PeopleSoft CRM, parent-child relationships can be established between installed products and displayed graphically from several points in the system. This functionality can be implemented to support a wide range of business needs, including the ability to view the associated parent assembly or subcomponents for a given installed product, view the geographic locations of specific network components, or view the components of a customers service package.
How Hierarchical Relationships are Created

You can manually define relationships between installed products using the Installed Product component. For a given installed product, you specify the installed product of the parent product to establish a parent-child relationship. Sibling relationships are created when two installed products reference the same parent record. The system automatically defines the relationships for installed products that are created when product packages are ordered in PeopleSoft Order Capture or PeopleSoft Order Capture Self Service. Relationships are also automatically defined for orders of static kits originating in PeopleSoft Order Management. For both package and static kit orders, the system creates installed products for each of the products in the package or static kit that have been defined as installed products. If a product in a package or static kit is not defined as an installed product, the installed product hierarchy will not show all of the components of the package or kit. For example, suppose a parent product is defined as an installed product, the child product is not, and the grandchild product is. When the package is ordered, the system creates records for only for the parent and grandchild rows and establishes a parent-child relationship between them.
How Hierarchical Relationships are Viewed

Once the appropriate relationships have been defined, users can view them graphically in a tree format by accessing the Installed Product Viewable Hierarchy page. In PeopleSoft CRM, the Installed Product Viewable Hierarchy page can be accessed from pages and page toolbars in the following components: Installed Product Service Order
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My Service Order Support Case HelpDesk Case RMA Form Note. For service orders that are accessed from the Service Order and My Service Order components: The View Hierarchy button (used to go to the Installed Product Viewable Hierarchy page) will not be available if the business units to which they belong are associated with service order configuration templates that have been set to hide installed product information. The system filters the installed products displayed in the viewable hierarchy using the name of the customer or internal worker, site, product, serial number, asset tag and department values available on the page from which the viewable hierarchy was accessed. For example, if you access the viewable hierarchy from a page where customer and site fields have a value, the system returns all the installed products for the specified customer and site. If you access the viewable hierarchy from a page where the customer and product fields have a value, the system displays all the installed products for the specified customer and product. The following table summarizes what installed products are returned for specific field values:
Field Value On Source Page Site Installed Products Returned All installed products for the specified customer or internal worker and site plus any related parent, sibling or child installed products. Installed product for the serial number plus any related parent, sibling, or child installed products. All installed products for the specified customer or internal worker and product ID plus any related parent, sibling or child installed products. All installed products matching the specified customer or internal worker and department plus any related parent, sibling or child installed products. Installed product for the asset tag plus any related parent, sibling or child installed products.
Serial number
Product
Department
Asset Tag
On the Installed Product Viewable Hierarchy page, the system lists the filter criteria values used to select the installed products that are displayed. Initially, the system shows all records for all statuses. By default, the system also displays the immediate family relationshipsparent, siblings, or childrenfor each installed product returned. You can modify the initial display to view records that match a specific status. You can also elect to filter the family relationships and view only those records that meet the filter criteria on the source page.
See Also
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Defining Creation and Update Rules for Installed Products

This section discusses how to: Set up default installed product rules. Define installed product rules for a product.
Pages Used to Define Creation and Update Rules for Installed Products
Page Name Installed Product Defaults Object Name
RF_INSTPRD_DFLT
Navigation
Usage
Set Up CRM, Install, Product Specify default rule sets that determine how system Options, Installed Product transactions create and Defaults update installed products. On the Installed Product page of the Product Definition component, you can click a button to populate the appropriate default rule set and modify the rules as necessary for a specific product. Products CRM, Product Definition, Installed Product Specify rule sets that determine how system transactions create and update installed products for a specified product.
Installed Product
PROD_INSTALL
Setting Up Default Installed Product Rules

Access the Installed Product Defaults page.
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Installed Product Defaults page
Specify two default rule sets for creating and updating installed products: one set for those products that require a service order for installation and one set for those that do not. When users define installed product options on the Installed Product page of the Product Definition component, they can click a button to populate the Installed Product page with the appropriate set of default rule values.
Order Capture
If the system should create installed products when an order for the product is saved in PeopleSoft Order Capture or Order Capture Self Service, select the Create Installed Product check box and specify the initial status of the installed product, Pending, Installed, or Shipped.
Shipping Notification (ASN)

If the system should create installed products when an advanced shipping notification (ASN) message is received for the order, select the Create Installed Product check box and specify the initial status of the installed product.
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If the system should update existing installed products when an advanced shipping notification (ASN) message for the order is received, select the Update Installed Product check box and specify the new status of the installed product. You can select both check boxes with appropriate statuses to enable the rule sets for creating and updating installed products. Note. For products requiring a service order for installation, you cannot define rules that enable the installed product status to be set to Installed when an order is captured or an ASN is received.
Manage Material
If the system should create installed products when material usage and removal is recorded using the Manage Material component in PeopleSoft FieldService, select the Create Installed Product check box and specify the initial status of the installed product. If the system should update existing installed products when material usage and removal is recorded using the Manage Material component, select the Update Installed Product check box and specify the new status of the installed product. You can select both check boxes with appropriate statuses to enable the rule sets for creating and updating installed products.
Defining Installed Product Rules for a Product

Access the Installed Product page of the Product Definition component.
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Product Definition - Installed Product page
Installed Product
Select to enable installed products to be created automatically for the product.
Product Installation Settings

Service Order Required Indicate whether a service order must be created for product installation. Specify the installation service in the Service field. Services are defined using the Service component under the Set Up CRM, Product Related, FieldService menu. Click to populate the appropriate default rules that determine how system transactions create and update installed products. The system returns one of two default rule sets depending on whether the Service Order Required check box is selected or not. You can modify these rules as necessary for the specific product. Default creation and update rules for installed products are defined on the Installed Product Defaults page under the Set Up CRM, Install, Product Options menu.
Apply Defaults
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Site Required
Select to require a customer site on orders created for the product in PeopleSoft Order Capture or PeopleSoft Order Capture Self Service. When this option is active, users must select a site address for the install address on the Entry Form - Shipping page before the order can be saved.
The fields in the Order Capture, Shipping Notification (ASN), and Manage Material group boxes are the same as those on the Installed Product Defaults page. See Chapter 44, Tracking Installed Products, Setting Up Default Installed Product Rules, page 660.
Registration Fields
Use the Registration Fields section of the page to define which of the installed product fields are to be displayed for users on the Product Registration - Product Registration Details page where they register the product. The system populates this section with the default values defined on the Product Registration Setup page. You can modify this registration field list as needed; the selection made on this page is specific to the associated product only. See Chapter 36, Setting Up Customer Self-Service, Configuring Installed Product Registration, page 504.
See Also
PeopleSoft 8.8 CRM Collaborative Selling PeopleBook, Managing Orders and Quotes, Entering Shipping, Payment, and Billing Information
Managing Installed Products

This section discusses how to: Enter installed product information. View order line and configuration details. View preventive maintenance details. Enter attributes.
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Page Used to Manage Installed Products

Page Name Installed Product Object Name
RF_INST_PRODUCT
Navigation Installed Products, Installed Product
Usage Create or update installed products to track products (physical items or services) installed at a customer site or issued to an internal worker. Add or update the address for the installed product.
Installed Product Address Line Details
RF_IPRD_ADDR RO_CAPTURELINE_DTL
Click the Address link on the Installed Product page.
Preventive Maintenance Detail
RF_INST_PROD_PM
Click the View Configuration View the order and link on the Installed Product configuration information page. captured at the time of order entry for installed products ordered through PeopleSoft Order Capture or PeopleSoft Order Capture Self Service. This link is only applicable to products that are configurable. If the selected product is not a configured product, the system gives an error and no configuration information will be available. Installed Products, Installed View or update the pending Product, Preventive preventive maintenance Maintenance Detail (PM) entry, or review the history of PM entries for the selected installed product. Installed Products, Installed Product, Attributes Capture installed product data specific to your business or industry requirements.
Attributes
RB_ATTR_RUN_IPROD
Entering Installed Product Information

Access the Installed Product page.
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Installed Product page (1 of 2)
Installed Product page (2 of 2)
Note. You can add installed products from the 360-Degree View.
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Customer Information
Customer Select the name of the customer who owns or leases the installed product. Customers are established using the Customer EIP or the Company or Consumer component under the Customers CRM menu. Select the site associated with the customer. Sites are associated with customers using the Company, Consumer, or Site component under the Customers CRM menu. Click the link to access the Installed Product Address page and enter address for the installed product. If a customer is specified, select the name of a contact defined for the customer site. If no customer is listed, the system prompt displays a list of workers (employees) defined for your organization in PeopleSoft CRM. Select the name of a worker to whom this installed product has been issued. Workers are established using the Worker component under the Workforce menu. Department Location Details Select the department associated with the internal worker to whom the installed product has been issued. Enter notes about the specific area within the workers internal location or the customers site where the installed product is located.
Site
Address Name
Product Information
Product ID Select the product installed at the customer site. Products are established with the Product EIP or the Product Definition component. If the product is associated with an item ID, the system populates the value in the Item ID field. Click to access the Line Details page of the order from which the installed product was created and view the configuration details of the product. Note. Configuration details are available only for configured products ordered through PeopleSoft Order Capture or PeopleSoft Order Capture Self Service. Item ID Select the item installed at the customer site. If you select a product, the system automatically populates this field with the associated item ID. Items are established with the Item Master - CRM EIP or the Item Definition component. Enter the serial number if the item is serial-controlled. Enter the asset tag for the item on the installed product, if applicable. Select another installed product to define as the parent of this installed product. Parent, child, and sibling relationships between installed products can be viewed using the Installed Product Viewable Hierarchy page. Enter the reason the product was installed at the customer site (for informational purposes only). Values are: Beta, Demo, Evaluation, Loan, and Sold.
View Configuration
Serial Number Asset Tag Parent Installed Product ID
Install Type
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Order Date, Date Shipped and Date Installed
If you are creating or updating installed products manually, enter the dates that the installed product was ordered, shipped, and installed. The system populates these fields, as applicable for the given transaction, when it creates or updates installed products.
Status
Status Indicates the current status of the installed product: Defective, In Repair, In-Transit Return, Installed, Pending, Shipped, Spare, Uninstalled, Waiting Disposition, and Waiting Repair. The installed product status can be set manually or by system transactions. Using the industry-specific translates feature that is supported in this field, you can set up a new set of status values as appropriate for the Installed Product component when it is used in another industry. For example, in PeopleSoft CRM for Communications where the Installed Service component (cloned from the Installed Product component) is used, you may want to update the statuses to Activated, Disconnected, Suspended, Resume and so on to better fit the communications industry. Quantity Enter the quantity of the installed product in the indicated status in the standard unit of measure. If the item is serial-controlled, the quantity is set to 1 by default. You need to enter a non-zero value as quantity for each row of status before saving the installed product. Multiple rows appear for partial shipments of an installed product order to indicate the status for each quantity. You can manually add rows as necessary to indicate the quantity of an installed product in repair, uninstalled, and so forth.
See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Field Labels and Field Values, Modifying Industry-Specific Translate Values.
Registration
Date Registered Select the date when the product is registered and the installed product is created or updated. If this installed product has been registered using the Product Registration component, this field contains the date the registration was submitted.
Only one warranty can be associated with an installed product. Warranty Name Status Select the warranty associated with the item. Warranties are defined on the Warranties component. Select the current status of the warranty, Active or Inactive, for the installed product. For entitlement searches from cases or service orders that reference an installed product, the system checks first for an active warranty that is valid for the current date. Enter the dates the warranty period begins and ends for the installed product. The start date is automatically populated using the install, ship, or order
Start Date and End Date
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date for the installed product, depending on the start date option specified by the warranty definition. The default end date is based on the length of the associated warranty specified by the warranty definition.
Purchase Information
All of the fields in this section are for information purposes only. Ownership Sales Representative Select whether the customer owns the installed product or possesses it under the terms of a lease or rental agreement. Select the name of the sales representative associated with the order for the installed product. If your installation includes PeopleSoft Sales, the system prompt for this field lists the people defined as sales force representatives in your system; however, you can enter the name of any worker. Enter the authorization code provided by the credit card company.
Authorization Code
Operating System
The fields in this section are relevant to installed computers, computer software, and computer accessories. These fields are for information purposes only.
See Also
PeopleSoft 8.8 CRM FieldService PeopleBook, Creating and Managing Service Orders, Common Toolbar Functions
Viewing Order Line and Configuration Details

Access the Line Details page. This page displays the order line details for the installed product, including the partial shipping options, pricing details, and configuration options captured when the order was placed. This information is also available on the Line Details page in PeopleSoft Order Capture and PeopleSoft Order Capture Self Service. See PeopleSoft 8.8 CRM Collaborative Selling PeopleBook, Managing Orders and Quotes, Viewing or Modifying Line Details.
Viewing Preventive Maintenance Details

Access the Preventive Maintenance Detail page to view the preventive maintenance (PM) history of the installed product. You can preview and update information about the upcoming preventive maintenance service as well. See PeopleSoft 8.8 CRM FieldService PeopleBook, Working With Scheduled Preventive Maintenance, Managing Scheduled Preventive Maintenance.
Entering Attributes
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Viewing Installed Products

This section discusses how to use the installed product viewable hierarchy.
Page Used to View the Installed Product Hierarchy

Page Name Installed Product Viewable Hierarchy Object Name
RF_INSTPROD_VH_SEC
Navigation Click the View Hierarchy button in the following components: Service Order, My Service Order, Installed Product, Support Case, HelpDesk Case, and RMA Form.
Usage View the installed products that meet the customer or internal worker, site, product, serial number, asset tag and department criteria available on the source page. For the installed products that the system returns, you can also view record status and parent, child, and sibling relationships to other installed products.
Using the Installed Product Viewable Hierarchy

Access the Installed Product Viewable Hierarchy page. Note. For service orders that are accessed from the Service Order and My Service Order components: The hierarchy will not be available on service orders if they are configured to hide installed product information through the service order configuration template.
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Installed Product Viewable Hierarchy page
Filtered By Statuses Included Include Entire Family Refresh
Lists the values available on the source page that the system used to filter the initial view of the hierarchy. Indicate the status of the installed productsall status values or those with a specific status valuethat should be included in the hierarchical view. Indicates whether parent, siblings, and children of the products that meet the filter criteria are included in the hierarchical tree. Click to update the display after specifying alternate status values or changing the Include Entire Family option.
Hierarchy Tree
When the tree information requires more space than can fit in the fixed area on the page, use the positional hyperlinksFirst, Previous, Next, Last, Left, Rightat the top of the tree to navigate through the information. Click the folders displayed in the tree to collapse or expand specific sections of the hierarchy. The system displays the installed product ID, description, and status of each installed product that meets the filter criteria. Click the hyperlink of an installed product to transfer to the corresponding installed product on the Installed Product page, where you can update information as necessary.
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PART 8
Customer, Worker, and Product Integrations

Chapter 45 Managing Enterprise Integration for PeopleSoft CRM Foundation Objects Chapter 46 Importing Data Into PeopleSoft CRM
CHAPTER 45
Managing Enterprise Integration for PeopleSoft CRM Foundation Objects

This chapter provides an overview of Enterprise Integration Points (EIPs) for PeopleSoft CRM foundation objects such as workers, customers, and products that are used by all PeopleSoft CRM applications and covers the following: Overview of enterprise integration in PeopleSoft CRM. Understanding enterprise integration technology. PeopleSoft CRM foundation EIPs. Integrating with PeopleSoft HRMS or third party HRMS data. Integrating companies, consumers, sites, contacts, and workers with other systems. Setting up interface defaults for interfacing customer and contact information. Market-enabling the Customer and Contact EIPs. Establishing a master ID database for customers and contacts. Integrating product information. Integrating bill and payment information. Mapping message data to PeopleSoft CRM records and fields.
Overview of Enterprise Integration in PeopleSoft CRM

PeopleSoft CRM provides many ways of integrating with other PeopleSoft applications as well as third-party systems. PeopleSoft provides a suite of applications that work collaboratively to manage and share data across your enterprisefrom managing your customers and workers to tracking your inventory. PeopleSoft CRM uses EIPs (Enterprise Integration Points) to integrate CRM with: PeopleSoft applications outside of CRM. Third-party applications. PeopleSoft CRM works collaboratively with other PeopleSoft applications to manage and share data across your enterprise as shown in the following diagram.
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Enterprise integration between PeopleSoft databases
PeopleSoft CRM integrates with: PeopleSoft HRMS which publishes employee and workforce data to the CRM database. PeopleSoft Financials Management Services and Supply Chain Management for customer, contact, and product information. This is a two-way integration. PeopleSoft EPM, which publishes the data mining results from its Customer Behavior Modeling application for use in PeopleSoft CRM.
Understanding Enterprise Integration Technology

By taking advantage of the integration technology we deliver and the existing integrations with PeopleSoft HRMS, Financials Management Services, and SCM, you can integrate with other third-party systems. PeopleSoft CRM achieves integration using Application Messaging, Business Interlinks, and the PeopleTools Integration Broker technology. See your PeopleTools Integration documentation for more details on these technologies and how they work. This documentation details how to process integration transactions and provides you with the detail you need to configure the EIPs we deliver for any third-party systems. PeopleSoft CRM offers many ways of integrating with third-party applications. For example, if you send or publish a message to a third-party system, the PeopleSoft system structures the data into a message and automatically delivers it to the destination location. You can also accept or subscribe to messages from third-party systems. The PeopleSoft system validates incoming data, checking for errors before updating the system of record.
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You can also send a synchronous request/reply transaction to a third-party system for processing and receive a real-time response.
See Also
PeopleSoft Enterprise Integration PeopleBook PeopleSoft Integration Broker PeopleBook PeopleSoft Integration Tools and Utilities PeopleBook PeopleSoft Business Interlink Application Developer Guide PeopleBook
Understanding Fullsync and Sync Application Messages

EIPs that are publishing data to another database are available as both Fullsync and Sync messages. Fullsync messages are designed for use at implementation time for setup information. Once a table has been setup, the Sync messages allow for updates to that data. Some Fullsync messages are designed to fully replace the data through the use of the Header Message. If you do not want to wipe out your data, just turn off the header and the message will refresh the data by updating the existing data and adding any missing data.
See Also
PeopleSoft Enterprise Integration PeopleBook
Setting Up Fullsync and Sync Application Messages

As delivered, PeopleSoft EIP application messages are inactive. To setup a delivered application message: 1. Activate the application message. See PeopleSoft Integration Broker PeopleBook. 2. For inbound messages, activate the message subscription PeopleCode. See PeopleSoft Integration Broker PeopleBook. 3. Set the associated message channel to Run mode. See PeopleSoft Integration Broker PeopleBook. 4. Configure an existing message node or define a new message node. See PeopleSoft Integration Broker PeopleBook. 5. Define asynchronous or synchronous transactions on the message node. See PeopleSoft Integration Broker PeopleBook. 6. Define relationships to reconcile transaction parameters for routing, transmission type, message structure, or message content, if necessary. See PeopleSoft Integration Broker PeopleBook.
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Understanding Data Mapping for Application Messages

PeopleSoft CRM has the capability of subscribing to other PeopleSoft application or third-party application messages. Before PeopleSoft CRM can subscribe to a PeopleSoft EPM message or any third-party message data mapping needs to occur between the source format and the destination format. To accommodate this data mapping, PeopleSoft CRM created a Data Mapping component. Using this component you can perform data mapping for any single level hierarchical message. The integration between PeopleSoft EPM and PeopleSoft CRM is currently the one place that uses this data mapping component. Before PeopleSoft CRM can receive key performance indicator (KPI) information through the KP_KPI_ASMT_FACTS application message from PeopleSoft EPM, the application message data needs to be mapped to data fields that the PeopleSoft CRM system recognizes. To assist with this integration PeopleSoft provides a predefined data mapping structure sample for you. The following is the predefined data mapping structure sample that PeopleSoft delivers to assist with integration between PeopleSoft CRM and PeopleSoft EPM:
Message Row Identification XML Tag Name / XML Tag Value PF_OBJECT_TYPE / CUSTOMER MASTER
Message Name KP_KPI_ ASMT_ FACTS
Record to Update BC
Fields to Update Field / XML Tag ASSESS_DESCR / ASSESSS DESCR ASSESS_ID / ASSESS_ID ASSESS_IMAGE_ID / ASSESS_IMAGE_ID KPI_ID / KPI_ID PCT_OF_TARGET / PCT_OF_TARGET RESOLVED_VALUE / RESOLVED_VALUE
Record Identification Field / XML Tag CUST_ID / OBJ_ID
See Also
Chapter 14, Defining Company Business Objects , Defining General Company Information , page 174 Chapter 15, Defining Consumer Business Objects, Defining General Consumer Information , page 192 Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, Mapping Message Data to PeopleSoft CRM Records and Fields, page 701
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PeopleSoft CRM Foundation EIPs

The following table lists the EIPs we deliver for foundation CRM. Other EIPs we deliver for specific CRM applications are described in the appropriate PeopleBooks. The online EIP Catalog database that can be found under Open Integration Framework in the Support, Documentation section of Customer Connection provides a listing of the EIPs used by PeopleSoft CRM with technical details.
Direction of Integration CRM < > SCM/External system
EIP Name CUSTOMER
Description Customer information is retrieved from PeopleSoft CRM from other external systems.
Message Name CUSTOMER_SYNC CUSTOMER_ SYNC_EFF CUSTOMER_ FULLSYNC CUSTOMR_ FULLSYNC_EFF
Technology Application Message
CUSTOMER_ COMPANY
Synchronizes company information with other external systems.
CUST_COMPANY_ FULLSYNC CUST_COMPANY_ FULLSYNC_EFF CUST_COMPANY_ SYNC CUST_COMPANY_ SYNC_EFF
CRM < > SCM/External system
Application Message
CUSTOMER_ CONSUMER
Synchronizes consumer information with other external systems.
CUST_ CONSUMER_ FULLSYNC CUST_ CONSUMER_ FULLSYNC_EFF CUST_ CONSUMER_ SYNC CUST_ CONSUMER_ SYNC_EFF
Application Message
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EIP Name CUSTOMER_SITE
Description Synchronizes site information with other external systems.
Message Name CUST_SITE_ FULLSYNC CUST_SITE_ FULLSYNC_EFF CUST_SITE_SYNC CUST_SITE_ SYNC_EFF
Direction of Integration CRM < > SCM/External system
WORKER
Synchronizes worker information with other external systems.
WORKER_ FULLSYNC WORKER_ FULLSYNC_EFF WORKER_SYNC WORKER_SYNC_ EFF
Application Message
CUSTOMER_ CONTACT
Synchronizes contact information with other external systems.
CONTACT_SYNC CONTACT_SYNC_ EFF CONTACT_ FULLSYNC CONTACT_ FULLSYNC_EFF
Application Message
BUSINESS UNIT TABLE FS
Synchronizes Financials business unit data.
BUS_UNIT_FS_ FULLSYNC BUS_UNIT_FS_ SYNC SETID_INITIALIZE
CRM < > SCM
Application Message
TABLE SET CONTROL COUNTRY TABLE
Synchronizes SetID data. Synchronizes Country Codes and address data to an external system.
CRM < > SCM
Application Message Application Message
COUNTRY_ FULLSYNC COUNTRY_SYNC
CRM < SCM/HRMS/ External system
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EIP Name STATE TABLE
Description Synchronizes state name, description, and abbreviation information with an external system. Synchronizes units of measure with an external system. Transmits currency code data.
Message Name STATE_FULLSYNC STATE_SYNC
Direction of Integration CRM < > SCM/HRMS/ External system
UNIT OF MEASURE
UOM_FULLSYNC UOM_SYNC CURRENCY_ FULLSYNC CURRENCY_SYNC
CRM < SCM/HRMS/ External system CRM < SCM/External system
Application Message
CURRENCY CODE TABLE
Application Message
MARKET RATES DATA
Imports and synchronizes updated market rates.
CURR_QUOTE_ MTHD_FULLSYNC CURR_QUOTE_ MTHD_ SYNC MARKET_RATE_ DEFN_ FULLSYNC MARKET_RATE_ DEFN_ SYNC MARKET_RATE_ FULLSYNC MARKET_RATE_ SYNC MARKET_RATE_ LOAD MARKET_ RATE_INDEX_ FULLSYNC MARKET_RATE_ INDEX_ SYNC MARKET_RATE_ TYPE_ FULLSYNC MARKET_RATE_ TYPE_ SYNC
Application Message
DEPARTMENT TABLE
Synchronizes departments across the enterprise.
DEPT_FULLSYNC DEPT_SYNC
Application Message
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EIP Name LOCATION TABLE
Description Synchronizes location table data across the enterprise. Synchronizes product information with PeopleSoft SCM or third-party external systems.
Message Name LOCATION_ FULLSYNC LOCATION_SYNC PRODUCT_ FULLSYNC PRODUCT_SYNC PRODUCT_ GROUP_ FULLSYNC PRODUCT_ GROUP_SYNC
Direction of Integration CRM < SCM/HRMS/ External system
PRODUCT
Integration broker
COMPETENCY TYPE
Receives competency information from PeopleSoft HRMS. Receives competency and accomplishment details from PeopleSoft HRMS. Receives a persons competency data from PeopleSoft HRMS.
CM_TYPE_ FULLSYNC CM_TYPE_SYNC COMPETENCY_ FULLSYNC1 COMPETENCY_ SYNC1 PERSON_ COMPETENCY_ FULLSYNC PERSON_ COMPETENCY_ SYNC RATING_MODEL_ FULLSYNC RATING_MODEL_ SYNC PERSON_BASIC_ FULLSYNC PERSON_BASIC_ SYNC
CRM < HRMS
Application Message
COMPETENCY TABLE
CRM < HRMS
Application Message
PERSON COMPETENCY
CRM < HRMS
Application Message
RATING MODEL
Receives rating model data from PeopleSoft HRMS.
CRM < HRMS
Application Message
PERSONAL DATA
Synchronizes personal data from PeopleSoft HRMS.
CRM < HRMS
Application Message
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EIP Name WORKFORCE DATA
Description Synchronizes workforce data from PeopleSoft HRMS.
Message Name WORKFORCE_ FULLSYNC WORKFORCE_ SYNC CALENDAR_ FULLSYNC_ PIM
Direction of Integration CRM < HRMS
CALENDAR/ TASK
Fully synchronizes the calendar with Outlook or other Personal Information Manager (PIM). Synchronize the message for JustTalk single user calendar.
CRM > Outlook/Personal Information Manager (PIM)
Application Message
CALENDAR SINGLE USER
CALENDAR_ SYNCH_SU
CRM > JustTalk
Application Message
CUSTOMER GROUP
Synchronizes customer groups.
CUSTOMER_ GROUP_ FULLSYNC CUSTOMER_ GROUP_SYNC
CRM < > SCM
Application Message
PIM CALENDAR/ TASK
PIM synchronization request.
PIM_SYNC_ REQUEST
CRM > Outlook/Personal Information Manager (PIM) CRM > Personal Information Manager (PIM) CRM < --- > SCM
Application Message
REPRESENTATIVE
Synchronizes representative data with PIM. Retrieves Customer IDs and Contact IDs from other PeopleSoft systems.
REP_FULLSYNC REP_SYNC PSGETID
Application Message
PS GETID
XML Link
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EIP Name GET CUSTOMER VALUE
Description Retrieves customer value/KPI information from PeopleSoft EPM and updates the BC table in the PeopleSoft CRM database. Requests billing information (bills) from PeopleSoft Billing to display in the 360-Degree View. PeopleSoft Billing responds with the billing information requested from the PeopleSoft CRM 360-Degree View.
Message Name KP_KPI_ASMT_ FACTS
Direction of Integration CRM < --- EPM
GET BILLS FOR 360 DEGREE VIEW
BI_EIP360_REQ BI_EIP360_RSP
CRM > SCM CRM < SCM
GET ACCOUNT RECEIVABLES FOR 360 DEGREE VIEW
Requests payment information (payments) from PeopleSoft Receivables to display in the 360-Degree View. PeopleSoft Receivables responds with the payment information requested from the PeopleSoft CRM 360-Degree View.
AR_CRM_ REQUEST AR_CRM_ RESPONSE
CRM > Financials Managmeent Services CRM < Financials Management Services
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See Also
PeopleSoft EIP Catalog, available online on the PeopleSoft Customer Connection Website under Support, Documentation, Open Integration Framework.
Understanding Other CRM EIPs

EIPs that support particular business processes and applications are documented in other PeopleSoft CRM PeopleBooks.
See Also
PeopleSoft 8.8 CRM Collaborative Selling PeopleBook, Integrating With Fulfillment PeopleSoft 8.8 CRM FieldService PeopleBook, Integrating With PeopleSoft Applications
Integrating with PeopleSoft HRMS or Third-Party HRMS Data

When you are integrating your PeopleSoft CRM installation with a PeopleSoft HRMS system or another third-party human resources system, you will use the following three EIP groups: Person Basic, Workforce, and Person Competencies. Each of these EIP groups requires additional supporting EIPs to be run, and must be processed in a particular sequence. These EIPs are available as both fullsync and sync messages. We recommend that at implementation time you perform fullsync messages to set up your CRM database correctly. The following procedure provides the recommended execution sequence. To set up your database with fullsync messages (recommended sequence): 1. Prior to running the main EIPs, you need to run the following common EIPs a. Country b. State c. Currency d. SETID Initialization e. Table Set Control Initialization f. Location g. Business Unit 2. Run Person Basic EIP. 3. Run Workforce EIP group. a. Department b. Job Code c. Workforce 4. Run Person Competencies EIP group.
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a. CM_TYPE b. Rating Model c. Competency d. Person Competency 5. After these EIPs have run successfully, inactivate the fullsync messages and activate the corresponding sync messages. Sync messages always originate in PeopleSoft HRMS or a third-party system and publish to PeopleSoft CRM. Because of that, any field in PeopleSoft CRM that is populated by an EIP must be maintained from the originating source database whether it is PeopleSoft HRMS or a third-party system. Note. If you create workers within PeopleSoft CRM, you must maintain these workers in CRM until they are created in your HRMS or third-party database.
Personal Data
PeopleSoft CRM only subscribes to the following subset of personal data: Workers physical address (addresses with the address type Mailing). Workers email address (email addresses that do not have an email type of Home). Workers phone number (phone numbers that do not have a phone type of Home).
Job Code Data

PeopleSoft CRM only subscribes to the primary job information for the current effective row for a worker. All fields in the Worker component are updated from PeopleSoft HRMS with the exception of the Physical Location field.
Integrating Companies, Consumers, Sites, Contacts, and Workers With Other Systems
In this section, we provide an overview about how company, consumer, site, contact, and worker records are synchronized with other systems and we discuss how to maintain customer and contact information in different databases.
Understanding Integration for Company, Consumer, Site, Contact , and Worker Records
PeopleSoft CRM includes five enterprise integration points (EIPs) to synchronize company, consumer, site, contact, and worker records with other PeopleSoft applications or with third-party systems in your enterprise. The EIPs are: CUSTOMER_COMPANY CUSTOMER_CONSUMER CUSTOMER_SITE
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CUSTOMER_CONTACT WORKER
Customer_Company, Customer_Consumer, Customer_Site, and Customer_Contact EIPs

You use the Customer_Company, Customer_Consumer, Customer_Site, and Customer_Contact EIPs to synchronize customer information with another system. In PeopleSoft CRM, a customer might be either a company or a consumer business object, or a site object associated with a company or consumer. When these EIPs are implemented, application messages are published when a company, consumer, or site record in the PeopleSoft CRM system is added or modified. PeopleSoft CRM can also subscribe to these EIP application messages that are published when these records are modified in another system. You use the Customer_Contact EIP to synchronize customer contact information with another system. In PeopleSoft CRM, contacts are people who perform transactions on a customers behalf. When the Customer_Contact EIP is implemented, application messages are published when a contact record in the PeopleSoft CRM system is added or modified. PeopleSoft CRM can also subscribe to Customer_Contact EIP application messages that are published when these records are modified in another system.
Worker EIP
You use the Worker EIP to synchronize worker information with another system. In PeopleSoft CRM, workers are people who work for you. When the Worker EIP is implemented, application messages are published when a worker record in the PeopleSoft CRM system is added or modified. PeopleSoft CRM can also subscribe to Worker EIP application messages that are published when these records are modified in another system. The Worker EIP gives PeopleSoft CRM the ability to accept and create future dated workers that were created in other another system and subscribed to by PeopleSoft CRM.
Customer and Contact Integration With Other PeopleSoft Applications

Unlike PeopleSoft CRM, PeopleSoft Financials Management Services and Supply Chain Management do not distinguish between company, consumer, and site records. Customer_Company, Customer_Consumer, and Customer_Site EIP application messages that these systems subscribe to are all mapped to customer records with unique customer IDs in the PeopleSoft Financials Management Services and Supply Chain Management systems. When customer records are added or modified in PeopleSoft Financials Management Services and Supply Chain Management, the system publishes application messages using the Customer EIP. These messages are all mapped to companies in the PeopleSoft CRM system. When a record that is created in PeopleSoft CRM is modified in PeopleSoft Financials Management Services and Supply Chain Management, the record key information, customer ID and setID, that is included in the application message reporting the change is used to derive the records original business object ID in PeopleSoft CRM. This enables PeopleSoft CRM to apply the changes reported in the application message to the corresponding company, consumer, or site record.
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Note. The Customer_Company, Customer_Consumer, Customer_Contact, and Customer_Site EIPs enable you to maintain customer information in multiple databases. However, to simplify integration of customer information, choose one database as the system of record for customer maintenance and use PeopleTools portal technology to support customer information inquiries from the other systems. If you maintain customer and contact information in multiple databases, additional design, planning, and integration steps need to be considered.
Processing Order for Customer and Contact EIP Application Messages

In PeopleSoft CRM, because contacts could be associated with a company, consumer, or site, the company, consumer, site record must be created before the contact record. When you implement the Customer_Company, Customer_Consumer, Customer_Contact, and Customer_Site EIPs, make sure that the application messages from the Customer_Company, Customer_Consumer, and Customer_Site EIPs are processed before application messages from the Customer_Contact EIP when performing a full synchronization process.
See Also
PeopleSoft Enterprise Integration PeopleBook
Maintaining Customer and Contact Information In Different Databases

In PeopleSoft, customers exist in PeopleSoft CRM, SCM, and Financials Management Services. There are a number of ways that you can design your system to integrate between PeopleSoft CRM, Supply Chain Management, and Financials Management Services. The simplest way to integrate customer master information is to manage all customer maintenance out of one database and support inquiry only on the other databases. You can then use PeopleTools portal technology to access either system. On the other hand, you may have a compelling business reason to maintain customer and contact information in different databases. For example, you may elect to have your front office users create customers in the PeopleSoft CRM database but want to use the PeopleSoft Receivables payment processing options that are available only in PeopleSoft Financials Management Services. If you choose to maintain customer (company, consumer, and site) and contact information in different databases, you will need to: Define which database owns the customer and contact ID number assignment on the Master ID DB Setup page. By specifying an owner, the system will be consistent in assigning a unique customer or contact ID for a particular customer or contact across different databases. Set up defaulting for the CRM Name Type field on the Name Type Defaults page. No new contacts and customers can be added to the CRM database via the Customer_Company, Customer_Consumer, Customer_Contact, and Customer_Site EIPs unless you complete this setup. Set up at least one CRM market control code for interfacing CRM customer and contact data to other databases. Evaluate whether you plan to define customers as bill to customers in PeopleSoft CRM. In PeopleSoft Supply Chain Management and Financials Management Services, customers that you define as bill to customers must also have a collector and credit analyst defined. You must ensure that PeopleSoft CRM passes these required fields to PeopleSoft Supply Chain Management and Financials Management Services. To do this, select the Collector/Credit Analyst Req (collector/credit analyst required) check box on the Installation Setup Table. This ensures that PeopleSoft CRM satisfies the required field edit needed to
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populate PeopleSoft Financials Management Services and Supply Chain Management. Defaulting of these values can be set up using the Interface Defaults page under Define Integration Rules. Manually keep the Collector and Credit Analyst table in PeopleSoft CRM in sync with the Financials Management Services and Supply Chain Management Collector and Credit Analyst table. Establish a default value for Support Team Code in PeopleSoft CRM for each setID to be used in Customer Creation. In PeopleSoft Supply Chain Management and Financials Management Services, a default support team code is required for each customer. To satisfy the required field edit, PeopleSoft CRM enables you to set up a default value using the Interface Defaults page under Define Integration Rules. In addition, you must make sure that the value setup in the Default page also exists on the PeopleSoft Supply Chain Management and Financials Management Services system.
PeopleSoft SCM and FMS Customer-Related Pages not Available in PeopleSoft CRM
The following pages found in the PeopleSoft Supply Chain Management or PeopleSoft Financials Management Services Customer component are not available in PeopleSoft CRM. If your CRM installation is integrated with either PeopleSoft Supply Chain Management or PeopleSoft Financials Management Services, you can access these pages through those applications. Vendor Info page Credit Profile - General page Credit Profile - Credit Check page Region Code Info page Subcustomer Info page Customer Group Info page Tax Exempt Certificate Info page Customer VAT Info page Customer Notes Info page Attachments page Messages page User-Defined 1 page User-Defined 2 page Payment Options Write-Off Info page Hierarchy page Product Catalog page Product Aliases page Additional Ship To Options page Ship Exception Dates page Carrier Acct Number page
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The following are customer components that are used by the Products component in PeopleSoft Supply Chain Management and PeopleSoft Financials Management Services. These components are not available in PeopleSoft CRM. If your PeopleSoft CRM installation is integrated with either PeopleSoft Supply Chain Management or PeopleSoft Financials Management Services, you can access these pages through those applications. Dun & Bradstreet MICR Information Corporate Customer Tree Vendor Information Corporate Tree Messages Customer EFT Name Quick Customer Create
Other Integration Considerations

If you have both PeopleSoft CRM and Supply Chain Management databases, we recommend the following: Synchronize your tables (Customer and Contacts, and so on) by performing a full batch publish to the subscribing system by running the full sync EIPs. Note. In general, Fullsync messages first delete all existing data in the target record and then load a copy of the source record. For Company, Consumer, Contact, and Site full synchronization messages coming into PeopleSoft CRM, no delete occurs. Instead the data is merged into the existing data. This is necessary to ensure data integrity within the PeopleSoft CRM system. Provide updates to your subscribing system using incremental messages by running sync EIPs. Sync messages modify, delete, or add only the data that a user has affected in performing an individual transaction. Maintain all applications on PeopleSoft Supply Chain Management and publish to CRM.
See Also
Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, Establishing a Master ID Database, page 697 Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, Setting Up Interface Defaults for Interfacing Customer and Contact Information, page 691 Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, Market-Enabling the Company, Consumer, Site, and Contact EIPs, page 695
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Setting Up Interface Defaults for Interfacing Customer and Contact Information

To speed data entry and to ensure that a customer or contact record is populated with data required for successful integration with PeopleSoft Financials Management Services and Supply Chain Management, you can set up default interface values in PeopleSoft CRM. This section discusses how to: Define collector codes. Define credit analyst codes. Define support team codes. Specify interface defaults. Specify default name types. Specify the default exchange rate. (Optional) Specify required codes. Specify customer ID defaults.
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Pages Used to Set Up Interface Defaults for Interfacing Customer and Contact Information
Page Name Collector Object Name
COLLECTOR_TABLE
Navigation Set Up CRM, Common Definitions, Customer, Collector
Usage Create and maintain collector codes. Collector codes are required on customer and site records in systems that are integrated with PeopleSoft Financials Management Services and PeopleSoft Supply Chain Management. Define and maintain credit analyst codes. Credit analyst codes are required on customer and site records in systems that are integrated with PeopleSoft Financials Management Services and PeopleSoft Supply Chain Management. Define and maintain support team codes. Support team codes are required on customer and site records in systems that are integrated with PeopleSoft Financials Management Services and PeopleSoft Supply Chain Management. Specify default values on customer records for fields that are required for integration with PeopleSoft Financials Management Services and PeopleSoft Supply Chain Management. Specify default name type values to use on company and contact records received from PeopleSoft Financials Management Services and Supply Chain Management.
Credit Analyst
CR_ANALYST_TABLE
Set Up CRM, Common Definitions, Customer, Credit Analyst
Support Team Code
TEAM_CODE_TBL
Set Up CRM, Common Definitions, Codes and Auto Numbering, Support Team Codes, Support Team Code
Interface Defaults
RB_EIP_DEFAULTS
Set Up CRM, Common Definitions, Integration Rules, Integration Defaults, Interface Defaults
Name Type Defaults
RB_NM_TYPE_DFLT
Set Up CRM, Common Definitions, Integration Rules, Integration Defaults, Name Type Options, Name Type Defaults
Defining Collector Codes

Access the Collector page.
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Important! To ensure successful integration with PeopleSoft Financials Management Services and PeopleSoft Supply Chain Management, collector codes must be manually synchronized between PeopleSoft CRM and PeopleSoft Financials Management Services and PeopleSoft Supply Chain Management. Customer (company, consumer, and site) EIP application messages that include codes that are not available in the subscribing system will fail.
Defining Credit Analyst Codes

Access the Credit Analyst page. Important! To ensure successful integration with PeopleSoft Financials Management Services and PeopleSoft Supply Chain Management, credit analyst codes must be manually synchronized between PeopleSoft CRM and PeopleSoft Financials Management Services and PeopleSoft Supply Chain Management. Customer (company, consumer, and site) EIP application messages that include codes that are not available in the subscribing system will fail.
Defining Support Team Codes

Access the Support Team Code page. Important! To ensure successful integration with PeopleSoft Financials Management Services and PeopleSoft Supply Chain Management, support team codes must be manually synchronized between PeopleSoft CRM and PeopleSoft Financials Management Services and PeopleSoft Supply Chain Management. Customer (company, consumer, and site) EIP application messages that include codes that are not available in the subscribing system will fail.
Specifying Interface Defaults

Access the Interface Defaults page. When you create a customer or site record using the Company, Consumer, and Site components in PeopleSoft CRM, the system automatically populates the record with the values you enter here. Users can select alternate values for these fields using the Bill Options view of the Customer Roles page available within each of the components.
Specifying Name Type Defaults

Access the Name Type Defaults page.
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Name Type Defaults page
Name type codes are required on all business object records, including company and contact records, in PeopleSoft CRM; however, they are not required on records created in PeopleSoft Financials Management Services and Supply Chain Management. To ensure that company and contact records received from PeopleSoft Financials Management Services and Supply Chain Management are populated with name types that are valid in PeopleSoft CRM, specify default name type values here. Name types must first be defined on the Business Object Name Type page under the Set Up CRM, Common Definitions, Customer menu. Company Name Type Specify the default value to use for name type on company records received from PeopleSoft Financials Management Services and Supply Chain Management. This value will be populated on customer records received through Customer (company, consumer, site) EIP application messages. Specify the default value to use for name type on contact records received from PeopleSoft Financials Management Services and Supply Chain Management. This value will be populated on contact records received through Contact EIP application messages.
Person Name Type
Specifying the Default Exchange Rate

Specify the default exchange rate type code on the General Options page under Set Up CRM, Install, Installation Options menu. Exchange rate codes must be manually synchronized between PeopleSoft CRM and PeopleSoft Financials Management Services and PeopleSoft Supply Chain Management. Customer (company, consumer, and site) EIP Application messages that include codes that are not available in the subscribing system will fail.
Specifying Required Codes

To prevent Customer (company, consumer, and site) EIP application message failures in PeopleSoft Financials Management Services and PeopleSoft Supply Chain Management that are due to missing collector or credit analyst field values, you can set the system to validate that these fields are populated when company, consumer, or site records are saved. To activate this validation, select the Collector/Credit Analyst Req check box on the General Options page under the Set Up CRM, Install, Installation Options menu.
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Specifying Customer ID and Contact ID Defaults

You need to specify the system that owns the customer ID and contact ID and verify the automatic numbering for ID generation for each setID. See Chapter 45, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, Overview of Enterprise Integration in PeopleSoft CRM, page 675. See Chapter 3, Setting Up General Options, Defining Automatic Numbering, page 25.
Market-Enabling the Company, Consumer, Site, and Contact EIPs

You must also market-enable the Company, Consumer, Site, and Contact EIPs. If you do not do this, CRM will not be able to send any customer (company, consumer, and site) or contact data to other databases. The market feature enables you to specify what data should be sent to other systems for a specific market. For example, you may opt not to publish certain customer and contact data to one of your external systems for the FSI market. At the very minimum you need to specify a "Global" market to interface all non-market specific data. This is a required step in order to interface contact or customer data. You market-enable the customer and contact EIPs by: Setting up market control codes. Specifying market installation options. Running an Application Engine to populate the BORM interface records.
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Pages Used to Market-Enable the Company, Consumer, Site, and Contact EIPs
Page Name Market Control Codes Object Name
RB_MKT_CTL_DFN
Navigation Set Up CRM, Common Definitions, Codes and Auto Numbering, Market Control Codes Set Up CRM, Install, Market Installation Options
Usage Define market control codes for market-enabling the Customer (company, consumer, and site) and/or Contact EIPs. Specify market options for a specific market or use with the Customer (company, consumer, and site) and/or Contact EIPs. To market enable the Customer (company, consumer, and site) and/or Contact EIPs by running the Build CDM Interface Records Application Engine program.
Market Installation Options
RB_MKT_CTL_TBL
Build CDM Interface Records
RB_INT_BUILD
Set Up CRM, Common Definitions, Integration Rules, Integration Utilities, Request Processes, Build CDM Interface Records
Setting up Market Control Codes

To set up market control codes, access the Market Control Codes page. Enter a Market Control Code name and a Description. Use the Comments box to add any more information. These control codes are used on the Market Installation Options page.
Specifying Market Installation Options

Access the Market Installation Options page by selecting the Market you want to enable.
Market Installation Options page
Select the Market Control Code for the CDM Interface Records CDMINTFC and select the Option Activated check box. Note. This page is also used for market-enabling credit cards.
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Building BORM Interface Records

You are now ready to build the BORM (business object relationship model) interface. To do this, access the Build CDM Interface Records page entering a Run Control ID. Click the Run button to run the Build CDM Interface Records (RB_INT_BUILD) Application Engine process. This program populates the interface records.
Establishing a Master ID Database

This section discusses how to: Establish the master database that will generate IDs objects such as customers, contacts, products, sales orders, and quotes. Test the calls between databases. Note. The Master ID DB Setup page is where you indicate the location of the master database that is responsible for issuing identifiers for customers and contacts, and so on. This must be done on all databases in the community except the master. Failure to do so may result in duplicate customer and contact identifiers.
Pages Used for Establishing the Master ID Database and Testing Calls
Page Name Master ID DB Setup Object Name
RB_IDMASTER
Navigation Set Up CRM, Common Definitions, Integration Rules, Remote Data Access, Master ID Owner, Master ID DB Setup Set Up CRM, Common Definitions, Integration Rules, Remote Data Access, XML Test Utilities, Test XML Catcher
Usage Designate which system is the master database for assigning IDs for objects.
Test XML Catcher
RB_XML_TEST
Test calls between remote databases.
Establishing the Master ID Database

Access the Master ID DB Setup page. Number Type Select the objects whose IDs will be generated by the Master Database indicated in the Master Database URL field. You can select the database for generating IDs for customers, contacts, products, sales orders, and quotes. Enter the database URL for the master databasethat is, the database that assigns the IDs.
Master Database URL
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When an application must obtain an identifier, it checks the master database URL field to see if there is a value. If there is no value in the field, then the system issues the identifier itself, because it is assumed that the database is the master. If a value is found in the field, the system contacts the remote master database for the identifier.
Testing Calls
Access the Test XML Catcher page.
Test XML Catcher page
Transaction
Enter the identifier for the object whose ID generation you want to test. Enter 1 for customers, 2 for contacts, 3 for sales orders, 4 for quotes, and 5 for products. When you press Tab to exit the field, the system enters default values in the first three unlabeled fields. The first field displays the setID or business unit for which the autonumber is to be generated; modify this if you like. Do not modify the other fields. The second field displays the next number to be generated: this always defaults to NEXT; do not change the value. The third field displays the zero padding indicator: Y (yes) to suppress leading zeros or N (no) to include leading zeros. You can modify this if you like. The last two unlabeled fields are not used when testing autonumber generation. Click the Test button to fetch the next ID number from the external system. The result appears in the Text field. If the objects autonumbers come from the CRM system (and not an external ID master), the Text field displays the message Local.
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Note. This test increments the number in the external systems database.
Integrating Product Information

Product data is integrated using the PeopleTools 8.4 Integration Broker. This technology enables both synchronous and asynchronous messages to be transmitted using one technology. The PRODUCT_SYNC and PRODUCT_FULLSYNC messages are used to both publish and subscribe to data between PeopleSoft CRM and PeopleSoft SCM or a third-party system. The process flow is as follows: Flow from a SCM database into CRM - CRM subscribes asynchronously to the PRODUCT_SYNC message coming from SCM. This data is processed directly into the CRM product tables using Component Interfaces. - A product package header record is added for any "kit components" received from SCM. Flow from CRM to PeopleSoft SCM - CRM publishes the PRODUCT_SYNC message whenever product data is added, changed, or deleted via the Product Definition (PROD_DEFN), Product Package (PRODKIT), Pricing (PROD_PRICE), Package Pricing (PRODKIT_COMPS_PRICE), Notes (PROD_NOTE), Relationships (PROD_RELATIONS_CMP), and Product Attributes by UOM (PROD_UOM) components. - The Integration Broker processes the message and applies a transformation to remove the PRODKIT_ HEADER. Any package components that are themselves packages are also stripped from the message.
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- Since PeopleSoft SCM does not allow packages within packages, package components that are themselves packages are also stripped from the message. See the table below for how an Order will represent packages to SCM.
Type 0-Static Package (1-level static qty) PROD_ITEM.PROD_KIT=Y PROD_KIT_HEADER.LT_ CONFIG_FLAG=N 1-Package (Kit) (multi-level dynamic qty) PROT_ITEM.PROD_KIT=Y PROD_KIT_HEADER.LT_ CONFIG_FLAG=Y 2-Configured Package(Kit) PROD_ITEM.PROD_KIT=Y PROD_ITEM.CFG_KIT=Y 3-Configured Product MASTER_ITEM_TBL.DIST_ CFG_FLG=Y Display high level parent line Store and publish parent line plus configuration. Display all components of the package as multiple lines Store all components as multiple lines, and publish as multiple lines Display all components of the package as multiple lines Store all components as multiple lines, and publish as multiple lines Line Display Display all components of the package as multiple lines. Line Data Model / EIP Store and publish parent line
Flow from CRM to a non-PeopleSoft SCM Database - CRM publishes the PRODUCT_SYNC message whenever product data is added, changed, or deleted via the Product Definition (PROD_DEFN), Product Package (PRODKIT), Pricing (PROD_PRICE), Package Pricing (PRODKIT_COMPS_PRICE), Notes (PROD_NOTE), Relationships (PROD_RELATIONS_CMP), and Product Attributes by UOM (PROD_UOM) components. - The Integration Broker passes the message to the subscribing system.
Integrating Bill and Payment Information

PeopleSoft CRM integrates with PeopleSoft Billing and PeopleSoft Receivables to obtain billing informationinvoicesand payments associated with a company, consumer, or contact. If a person is a contact of company and that role is selected in the Role dropdown in 360Degree View page then the 360Degree View EIPs retrieve invoices and payments for the company and not for the contact.
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The PeopleSoft CRM 360-Degree View can display this information (invoices and payments) under those nodes in the 360-Degree View tree. When you define these types of nodes on the Define Node page in PeopleSoft CRM you specify all the necessary enterprise integration point (EIP) details associated with that node. To request invoices from PeopleSoft Billing and for PeopleSoft Billing to respond to the request youll use the GET BILLS FOR 360 DEGREE VIEW EIP. This EIP consists of two application messages: BI_EIP360_REQ (request message) BI_EIP360_RSP (response message) To request payments from PeopleSoft Receivables and for PeopleSoft Receivables to respond to the request youll use the GET ACCOUNT RECEIVABLES FOR 360 DEGREE VIEW EIP. This EIP consists of two application messages: AR_CRM_REQUEST (request message) AR_CRM_RESPONSE (response message) PeopleSoft CRM passes the request parameters for the request application message using an application class method. The application classes used to pass the request parameters to PeopleSoft Billing and PeopleSoft Receivables are:
PeopleSoft Application PeopleSoft Billing PeopleSoft Receivables EIP EIP
Class ID
Class Path RB_TD_360 RB_TD_360
Method Name PopulateBillRequestMsg PopulatePaymentRequestMsg
All of these application messages used for integrating with the 360-Degree view are synchronous.
See Also
Chapter 34, Setting Up the 360-Degree View, Setting Up the 360-Degree View Tree, page 462
Mapping Message Data to PeopleSoft CRM Records and Fields

In this section, we discuss how to map message data to PeopleSoft CRM Records and Fields.
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Page Used to Map Message Data to PeopleSoft CRM Records and Fields
Page Name Object Name Navigation Set Up CRM, Common Definitions, Process Automation, Message Mapping, Message Data Mapping Usage Map source fields to destination fields in PeopleSoft CRM. Note. This component only accommodates data mapping for single level hierarchical messages. Message Mapping - Message RB_CLAF_MAP Data Mapping
Mapping Message Data to PeopleSoft CRM Records and Fields

Access the Message Mapping - Message Data Mapping page.
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Message Mapping - Message Data Mapping page
Note. Message mapping can only be defined for a message with single level hierarchy. Message Name Record To Update Select the message that you want to perform data mapping against. Select the record that needs to be updated upon receiving the message into the PeopleSoft CRM system.
Fields to Update
Record Field to Update and XML Tag Name Select the fields to update along with the corresponding XML tag from the message you plan on receiving. The system will update the record fields with the value of the XML tag element from the received message.
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Record Identification
Record Field Name and XML Tag Name Select the record field and the corresponding XML tag. This criteria will identify the rows that need to be updated when PeopleSoft CRM receives the message from another system. The system uses these fields to construct the where condition depending on the record fields and values of the corresponding XML tags.
Message Row Identification

XML Tag Name and XML Tag Value Select the XML tags and XML tag values for the given message. This will determine whether the message row qualifies with the given criteria to update the information into PeopleSoft CRM. In a message you plan on receiving you may not want all of the rows to go to PeopleSoft CRM. Using this fields you are able to sparse (filter) those rows from the received message
Message Mapping Example

An example of a message has been provided to assist with your understanding:
<?xml version="1.0"?> <KP_KPI_ASMT_FACTS> <Fieldpiece> <KP_KPI_PUBL_TBL class="R"> <BUSINESS_UNIT type="CHAR"/> <PF_SCENARIO_ID type="CHAR"/> <FISCAL_YEAR type="NUMBER"/> <ACCOUNTING_PERIOD type="NUMBER"/> <KPI_ID type="CHAR"/> <OBJ_ID type="CHAR"/> <TRGT_RULE_TYPE type="CHAR"/> <PF_OBJECT_TYPE type="CHAR"/> <RESOLVED_VALUE type="NUMBER"/> <ASSESS_ID type="CHAR"/> <ASSESS_IMAGE_ID type="CHAR"/> <ASSESS_DESCR type="CHAR"/> <PERIOD_END_DT type="DATE"/> <PCT_OF_TARGET type="NUMBER"/> <STRETCH_GOAL type="NUMBER"/> <CURRENT_TARGET type="NUMBER"/> <CURRENCY_CD type="CHAR"/> <RESOLVED_IND type="CHAR"/> <KPI_CALCDTTM type="DATETIME"/> <KP_TREND_IND type="CHAR"/> <QTD_VALUE type="NUMBER"/> <YTD_VALUE type="NUMBER"/> <YEAR_OVER_YEAR_PCT type="NUMBER"/> <MONITOR_ONLY type="CHAR"/> <DESCR type="CHAR"/>
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<KP_USER_FLD1 type="CHAR"/> <KP_USER_FLD2 type="CHAR"/> <PS_OWNER type="CHAR"/> </KP_KPI_PUBL_TBL> <PSCAMA class="R"> <LANGUAGE_CD type="CHAR"/> <AUDIT_ACTN type="CHAR"/> <BASE_LANGUAGE_CD type="CHAR"/> <MSG_SEQ_FLG type="CHAR"/> <PROCESS_INSTANCE type="NUMBER"/> <PUBLISH_RULE_ID type="CHAR"/> <MSGNODENAME type="CHAR"/> </PSCAMA> </FieldTypes> <MsgData> <Transaction> <KP_KPI_PUBL_TBL class="R"> <BUSINESS_UNIT>FSI01</BUSINESS_UNIT> <PF_SCENARIO_ID>1</PF_SCENARIO_ID> <FISCAL_YEAR>1998</FISCAL_YEAR> <ACCOUNTING_PERIOD>1</ACCOUNTING_PERIOD> <KPI_ID>1</KPI_ID> <OBJ_ID>200022</OBJ_ID> <TRGT_RULE_TYPE/> <PF_OBJECT_TYPE>CUSTMASTER</PF_OBJECT_TYPE> <RESOLVED_VALUE>11</RESOLVED_VALUE> <ASSESS_ID>11</ASSESS_ID> <ASSESS_IMAGE_ID>PS_COMPANY_ICN</ASSESS_IMAGE_ID> <ASSESS_DESCR>Green</ASSESS_DESCR> <PERIOD_END_DT/> <PCT_OF_TARGET>11</PCT_OF_TARGET> <STRETCH_GOAL>0</STRETCH_GOAL> <CURRENT_TARGET>0</CURRENT_TARGET> <CURRENCY_CD>USD</CURRENCY_CD> <RESOLVED_IND/> <KPI_CALCDTTM/> <KP_TREND_IND/> <QTD_VALUE>4670</QTD_VALUE> <YTD_VALUE>4670</YTD_VALUE> <YEAR_OVER_YEAR_PCT>0</YEAR_OVER_YEAR_PCT> <MONITOR_ONLY/> <DESCR/> <KP_USER_FLD1>KPI</KP_USER_FLD1> <KP_USER_FLD2/> <PS_OWNER/> </KP_KPI_PUBL_TBL> <PSCAMA class="R"> <LANGUAGE_CD>ENG</LANGUAGE_CD> <AUDIT_ACTN/> <BASE_LANGUAGE_CD>ENG</BASE_LANGUAGE_CD>
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<MSG_SEQ_FLG/> <PROCESS_INSTANCE>0</PROCESS_INSTANCE> <PUBLISH_RULE_ID/> <MSGNODENAME/> </PSCAMA> </Transaction> </MsgData> </KP_KPI_ASMT_FACTS>
From this message and the mapping provided you can determine the following: Message Name is KP_KPI_ASMT_FACTS. Record to update. This message will update the BC table. Fields to update. The BC table fields ASSESS_DESCR, ASSESS_ID, ASSESS_IMAGE_ID, KPI_ID, PCT_OF_TARGET will be updated with the values of XML tags <ASSESS_DESCR>, <ASSESS_ID>, <ASSESS_IMAGE_ID>, <KPI_ID>, <PCT_OF_TARGET> in the message. Record identification. Subscription code will update the row in the BC table if the value of CUST_ID field is equal to the value of the XML tag <OBJ_ID> in the message. Message row identification. Message rows will qualify if the value of the XML tag <PF_OBJECT_TYPE> is equal to CUSTOMERMASTER, otherwise the message rows will be ignored. Note. Message mapping can only be defined for a message with single hierarchy.
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Importing Data Into PeopleSoft CRM

This chapter provides an overview of the data import process and discusses how to: Set up data import global settings. Define data import templates. Perform the Data Import process. View the status of the data import process.
Understanding the Data Import Process

The Data Import process gives you the ability to: Batch load external data from others systems (in flat file format) into the PeopleSoft CRM database. Load external marketing lists into the PeopleSoft CRM Marketing system, as a unique audience, ready to be used in a Marketing campaign. Update existing individual and organization records to supplement profile data for better targeting and personalization of marketing efforts. This import process can be used to assist you with loading your initial data at implementation time and on an on-going basis to assist you with your every day business activities.
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Extract Transform Load (ETL) External List Import Component Define Import Template Attach Flat File Map Source Fields to Destination Fields Define Field Level Requirements Define Matching Criteria Run Data Import Component Execute Run Data Import Process Good Data
PeopleSoft CRM Database BORM/ Marketing Tables
Obtain/ Create Flat File
Run Data Import Component View Import Statistics and Results
Error Data
Correct Errors
Error File Created
Data Import Process
Overview of the Data Import process into PeopleSoft CRM: 1. Create a flat file with one of the accepted delimiters (tab, comma, or semi-colon) for the import. 2. Define an import template using the Define Import Template component. a. Define import template information. Name, role to associate with imported data, and audience to associate with template if applicable. b. Define field mapping requirements. c. Define matching criteria. 3. Use the Run Data Import page to execute the Data Import Application Engine process (RBIMPORT). (Optional) Prior to executing the load you can choose File Validation Only to perform validation tests of the data, prior to importing. This process initiates the Staging, Matching, and Extract Transformation Load that loads the data into the PeopleSoft CRM database. 4. View status of the data import process using the View Import Status page.
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You can view import date/times and status of import such as, inprocess, queued, and successful. 5. View the results of the data import process using the View Import Statistics page. You can view number of import rows inserted, matched, updated, and in error. 6. Correct any errors in the data that didnt successfully load in the process and perform the Data Import process again.
Prerequisites
Before you can import data into PeopleSoft CRM you need to ensure the following: Extract Transformation LoadData Transformeris set up correctly in your environment. PeopleSoft Access ID has CREATE TABLE privileges for dynamic table creates. FTP server must be defined to store import file attachments. Modify the RB_IMP_ATTACH URL identifier using the URLs - URL Maintenance page under the PeopleTools, Utilities, Administration, URLs menu. See PeopleSoft Data Transformer PeopleBook See PeopleSoft PeopleTools PeopleBook: PeopleSoft Administration Tools
Setting Up Data Import Global Settings

In this section, we discuss how to set up data import global settings. Note. This is typically a one-time setup effort, before you begin to import data into PeopleSoft CRM.
Page Used to Set Up Data Import Global Settings

Page Name Object Name Navigation Customers CRM, Data Import, Data Import Global Settings Usage Define global settings for the Data Import process. Note. You will define the information on this page one time before you begin to import data into PeopleSoft CRM. Data Import Global Settings RB_IMP_GLB_PG - Data Import Global Setup
Setting Up Data Import Global Settings

Access the Data Import Global Settings - Data Import Global Setup page.
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Data Import Global Settings - Data Import Global Setup page
Default SetID
Enter the default SetID. The Data Import process will use this setID for any target tables that require a setID during its processing of the import data. It will enter this setID on any table that requires a setID. Examples are RD_PERSON and RD_COMPANY. Select the default currency code. The Data Import process will use this currency code for any target tables that require a currency code during its processing of the import data. Select this check box if you want to the system to populate the BO_TRIGGER table. This table acts as an interface between the Business Object Relationship Model (BORM) and the IndividualPeople and Organization. Company tables (also known as BASICs tables) are used by PeopleSoft Marketing for Audiences, and Online Marketing for content personalization and conditional branching rules. If you dont use PeopleSoft Marketing and/or Online Marketing, then do not select this check box. Otherwise, you must select this check box in order to successfully create Audiences. Note. If you use Data Import to batch load the PeopleSoft Customer Data Model at implementation time, and you use PeopleSoft Marketing and/or Online Marketing, do not select this check box for the first load. But you must select this check box for subsequent loads.
Currency Code
Populate BO_TRIGGER
Last Object ID Sequence
Enter a starting integer in this field. This field is used when creating object IDs that are not system generated. For example, PERSON_ID in table RD_PERSON and CUST_ID in table RD_COMPANY. The format of generated IDs will be SEQ #:Counter. For example, if my starting sequence number is 1, and you import a file with 100 companies, the format
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of the generated IDs will be 1:1 through 1:100. The subsequent load of 50 Company objects will generate IDs 2:1 through 2:50.
Stage Table Generation

Dynamic Record Creation The Data Import process executes many CREATE TABLE statements during processing. This is necessary to stage the imported data and to perform matching logic. This field acts only as an indicator that tables will be dynamically created. It is not an editable field. Note. The PeopleSoft super user ID must have create table privileges in order for the process to successfully complete. Stage Table Name Prefix Enter the prefix for the staging tables. The staging tables are defined as: Prefix_numeric value. For example, STG_215 The system assigns the numeric value in a sequential order. Last Stage Table Sequence The last stage table sequence that was created by the system appears. The system automatically assigns table sequences during the data import process. You can enter a new sequence number if you want and the system will use that number as its starting point in the data import process. Enter the table space name you want the staging tables to be created under. PeopleSoft CRM provides the predefined table space name (RDWORK). Note. When performing the data import process on an Oracle or DB2 platform you must have a SQL space name defined.
SQL Space Name
Defining Data Import Templates

In this section, we discuss how to define data import templates.
Pages Used to Define Data Import Templates

Page Name Data Import Template Search Object Name
RB_IMP_DATA_CONFSR
Navigation Customers CRM, Data Import, Data Import Templates, Data Import Template Search
Usage Displays existing templates to modify and gives you the ability to add a new template.
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Page Name Object Name Data Import - Define Import RB_IMP_HEADER Template
Navigation Click the Create a New Import Template button on the Data Import Template Search page. Select an existing template on the Data Import Template Search page. Click the Go Back to Import Definition button on the Save Confirmation page. Customers CRM, Data Import, Run Data Import, Run Data Import Search Click the View Import Definition link on the Run Data Import page.
Usage Define general information and the role that the imported data will be associated with. The role determines the target field tree to be displayed at mapping time.
Audiences - Audience Details
RA_LIST_MAIN
Click the Transfer to Audience button on the Data Import - Define Import Template page.
Define an audience of type Internal using Import in PeopleSoft Marketing. See PeopleSoft 8.8 CRM Marketing Applications PeopleBook, Using Audiences, Creating and Managing Audiences. Associate the flat file of data and load the header fields from the flat file to the import template. Optionally assign user-friendly labels to the header fields. Map the source fields contained in the flat file to the target fields in the PeopleSoft CRM database and define the field requirements. Displays the target fields in a tree format to assist with target field selection in the mapping process. Define the field concatenation criteria.
Data Import - Define Import File
RB_IMP_FILESPEC
Click the Next button on the Data Import - Define Import Template page.
Data Import - Mapping
RB_IMPORT_MAP
Click the Next button on the Data Import - Define Import File page.
Select Target Field
RB_SEL_MAP_IN_FLD
Click the Select Target link next to a Field Label on the Data Import - Mapping page. Click the Specify Concatenation link on the Data Import - Mapping page.
Specify Concatenation
RB_MAP_CONTACT
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Page Name Data Import - Matching
Object Name
RM_IMP_MATCH_ADV
Navigation Click the Next button on the Data Import - Mapping page.
Usage Define the matching rules for the import data. For example, which existing field or set of fields in the PeopleSoft CRM database you want to specify as constituting a match for an individual or organization record. If no match is found, the system will insert the incoming row as a new record in PeopleSoft CRM. If a match is found the system will update the existing record with the new information from the file, unless at import time, the update matched records check box is unchecked. In that case only, matched records will be written to the error file instead of being updated Note. An existing records contact method fields (phone, email, and address) are never updated or overwritten by new data; the new fields are appended as additional contact methods. All other types of mapped fields will be updated or overwritten by the new data for matched records. Define the matching rules for the import data. For example, which existing fields do you want to match on in the PeopleSoft CRM database. If a match is found, the system will update the found record with the new information from the flat file. If no match is found, the system will treat the incoming row as a new record in PeopleSoft CRM.
Save Confirmation
RB_IMP_CONF_PG
Click the Save Import Template button on the Data Import - Matching page.
Verify import template creation.
Accessing Import Templates

Access the Data Import Template Search page.
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The appearance, behavior, and personalization options for this page are controlled by the search definition for the Data Import Template component. Create a New Import Template Click this button to create a new import template. When you click this button the Data Import - Define Import Template page appears.
See Also
Defining the Import Template

Access the Data Import - Define Import Template page.
Data Import - Define Import Template page
Template Name Import with Role
Enter a name for your import template. Select the role to associate with the import template. All records in your file will be imported into the business object relationship model with the selected role. Roles are: Company/Contact (for individual records you are importing who have associations to Companies or any type of Organization) and Consumers (no associations to organization or company records).
Source
Optional field to enter indicated the source of the information contained in the flat file. This field is associated to the template itselfinformationalas opposed to individual records within the file. If you want to associate a source to each record, create a text profile field called source and use the Mapping step to map a constant value into that field.
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Import Status
The import status is assigned and populated by the system. When you begin to create an import template the system assigns a status of In Process. The status will stay In Process until you have completed all the steps associated with defining an import template. After you have completed all the steps for defining an import template the system assigns a status of Active.
SetID and Audience
If you want to bring the import data into the PeopleSoft CRM database as a discrete audience, than select an existing setID and an existing audience of type Internal using Import. Or create a new audience by clicking the Transfer to Audience button. This takes you directly to the Internal using Audience Audience definition page, where you identify the name, audience ID, and owner Note. If you import the records as an Internal using Import audience, you can use the audience immediately after import. However, you cant further segment the audience in the Audience Builder. If you want to do further segmentation, rather than creating an audience at time of import, create a text profile field called audience source and use the Mapping step to map a constant value in that field for all records. Then after import, create an internal audience using the Audience Builder with the first condition being all records equal to the constant value that was mapped into the profile field called audience source. See PeopleSoft 8.8 CRM Marketing Applications PeopleBook, Using Audiences, Creating and Managing Audiences.
Next >>
Click this button to proceed to the next page in the import definition process. When you click this button the Data Import - Define Import File page appears.
Defining the Import File

Access the Data Import - Define Import File page.
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Data Import - Define Import File page
When you initially enter this page, the Attach File button is available and the rest of the page is empty. The Delete File and View File buttons are not available until you attach a file. In this section, we discuss how to: Define an import file. Delete an import file.
Defining an Import File

To define an import file: 1. Attach the flat file to the import template. a. Click the Attach File button. When you click this button a dialog box appears where you can browse for the flat file on your system. b. Click the Browse button and locate your flat file and then select the flat file.
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c. Click the Upload button. When you click the Upload button, the system attaches the flat file to your import template definition and the Data Import - Define Import File page appears. 2. (Optional) View information contained in the flat file. Click the View File button. When you click this button a page appears that displays the rows of information contained in the flat file. 3. Define flat file information. Select the flat file delimiter. Delimiters are: Comma, Semicolon, and Tab. Define header row information. If your flat file contains a header row then select the Header check box and also enter the header row location in the Header Row field. If no header row number is entered, the system assumes the header row is 1. If your flat file doesnt contain a header row then select the No Header check box. Identify blank rows in the flat file. If you have blank rows at the top of the flat file, enter the number of blank rows you want the system to skip in the Skip Lines field. 4. Attach the flat file fields to the import template. Click the List Fields From File button. When you click this button, the system attaches the flat file fields to the import template. If the flat file contains a header row, the system displays the exact names of the fields that are contained in the header row of the flat file. For example, lname and fname. The system also populates the Field Label fields with the same information as shown in the field name fields. If the flat file doesnt contain a header row, then the system populates the Field Names and Field Labels with FIELD1, FIELD2 and so on until all the fields in the flat file are represented. 5. (Optional) Change the Field Labels to represent more meaningful and understandable names to the fields in the flat file. For example, the field name lname may need a field label of Last Name. This can assist others that may be reviewing the template for reuse. 6. Proceed to the next step in the import template definition process. Click the Next >> button. When you click this button the Data Import - Mapping page appears.
Deleting an Import File

To delete an import file: 1. Display an existing import template definition that already has an import file attached on the Data Import - Define Import File page. 2. Click the Delete File button.
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When you click this button, the flat file is deleted from the import template definition. This also removes all field and mapping definitions from the import template. At that time you can select another flat file.
Mapping Source Fields to Target Fields

Access the Data Import - Mapping page.
Data Import - Mapping page: Mapping tabs
When this page initially appears, the source field labels are already displayed in the Mapping group box and the Advanced group box is not expanded. You must map at least one source field contained in the flat file to a target field in the PeopleSoft CRM database. Certain fields are required to be mapped, but it depends upon the target fields selected. A message will appear if you have not mapped all required fields indicating which fields are required. Required fields are denoted by an (*) at the end of the field name in the folder tree view. If you are able to perform one to one mapping of the source fields to the target fields you will only need to use the Mapping group box section of the page.
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If you need to default a constant into a target field, concatenate source fields into one target field, or enter a source field into multiple target fields you will need to use both the Mapping group box and the Advanced group box. In this section, we discuss how to: Map source fields to target fields. Map concatenated source fields to a target field. Map a default constant to a target field. Map an already mapped source field to another target field.
Mapping Source Fields to Target Fields

To map the source flat file fields to target fields: 1. Select the target field for each source field. a. Click the Select Target link next to a source field label. When you click this link, the Select Target Field page appears that displays the target fields in the PeopleSoft CRM database in a tree format. The tree format is dependant on the role you selected when you defined the import template. In addition, an asterick appears next to the fields that are required by PeopleSoft CRM. At each folder level there are required fields; for example, at the highest level folder called Individual-Consumer, the required field is Last Name. Down one level, in the Phone folder. Contact Method Purpose ID and Telephone both have an (*). While Telephone is not required for an import, if it is chosen to be mapped, than any required fields in that folder or in the folders above it must also be mapped. In this example, both Contact Method Purpose ID from the Phone folder and Last Name from the higher-level Individual Consumer folder would also need to be mapped. b. Find the target field by expanding the folders and viewing the fields on the Select Target Field page, and click the field you want to select. When you click the field in the tree, the Data Import - Mapping page appears with the Description of the field entered in the Select Target field for this particular field. 2. Select the Import Action for each field. Import Actions are: Ignore Ignore this field and dont import it when the import process is performed. This is useful for when you re-use Import Templates and only want to import a subset of the pre-mapped fields. Import this field when the import process is performed.
Import
3. Define required fields for the flat file import process. Click the Required Flag check box if this field is required to have a value in the flat file before the data can be imported into PeopleSoft CRM. For example, if you define name to be a required on the flat file and then you attempt to import a flat file that does not contain name information then those rows of data on the flat file would not be imported into PeopleSoft CRM, and they will be written to the error file. 4. (Optional) To define fields that should be grouped together, click the Optional tab next to the Mapping tab. Enter the same number for every field that should be grouped together in the Sequence field on the Optional tab page.
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For example, lets say you have a flat file that contains the following information on one row, as indicated in the Source Field column:
Source Field First Name Last Name Email Address First Name Last Name Email Address 1 1 1 2 2 2 Sequence Target Field Consumer.First Name Consumer.Last Name Email.Email Address Consumer.First Name Consumer.Last Name Email.Email Address
In this case, the same type of information is repeated on one row. For the system to understand what fields should go together when they are inserted into the database you must assign a sequence number. In this example, the first three fields are grouped together and will be inserted into the database as a group. The last three fields are grouped together and will be inserted into the database as a group. You must always map a consistent number of objects with a file in this format. For example, if you map two instances of First Name, then you must also map two instances of Last Name and two instances of Email address. If you create a flat file that has multiple rows with the information instead of one row then you dont need to use the sequence field. By virtue of the information being on separate rows the system knows what fields to group together. 5. Proceed to the next step in the import process. Click the Next >> button. When you click this button the Data Import - Matching page appears.
Mapping Concatenated Source Fields to a Target Field

To map concatenated source fields to a target field: 1. Expand the Advanced group box under the main Mapping group box and select a Mapping Action of Concatenate in the Advanced group box next to a row. After you select the mapping action of concatenate the system displays the Specify Concatenation column with a Specify Concatenation link. 2. Select the target field. Click the Select Target link next to the row in the Select Target column. When you click this link, the Select Target Field page appears that displays the target fields in the PeopleSoft CRM database in a foldered tree view. The folders and fields you will see are dependant on the role you selected when you defined the import template. In addition, an asterick appears next to the fields that are required by PeopleSoft CRM. At each folder level there are required fields; if a field in a folder is chosen to be mapped, then any required fields in that folder or in the folders above it must also be mapped.
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Open the folders to find the target field you want, and click the field. When you click the field, the Data Import - Mapping page appears with theDescription of the field entered in the Select Target field for this particular row. 3. Specify the fields or values you want concatenated. Click the Specify Concatenation link in the Specify Concatenation column next to the row. When you click this link the Specify Concatenation page appears. Enter the target fields for concatenation. Select a Concatenation Type. Types are: Value or Field. If you select a concatenation type of value, then enter a value in the Value field. If you select a concatenation type of field, then select the field you want to concatenate in the Field Label column. Then click the OK button. When you click the OK button the Data Import - Mapping page appears with the Specify Concatenation column for this row populated with the concatenation criteria.
Mapping a Constant to a Target Field

To map a constant value to a target field: 1. Select a Mapping Action of Constant in the Advanced group box next to a row. After you select the mapping action of Constant the Value field is made available. 2. Select the target field. Click the Select Target link next to the row in the Select Target column. When you click this link, the Select Target Field page appears that displays the target fields in the PeopleSoft CRM database in a foldered tree view. The folders and fields you will see are dependant on the role you selected when you defined the import template. In addition, an asterick appears next to the fields that are required by PeopleSoft CRM. At each folder level there are required fields; if a field in a folder is chosen to be mapped, then any required fields in that folder or in the folders above it must also be mapped. Find the target field in the tree on the Select Target Field page and click the node of the tree for that field. When you click the node of the tree, the Data Import - Mapping page appears with the Description of the field entered in the Select Target field for this particular row. 3. Enter the value you want defaulted into the target field in the Value field. To enter data, time, or datetime values, please consult the PeopleTools PeopleBooks to determine the correct formats you must use.
Mapping an Already Mapped Source Field to Another Target Field

To map an already mapped source field to another target field: 1. Expand the Advanced group box and Select a Mapping Action of Field next to a row. After you select the mapping action of field the system activates the Field Label field. 2. Select the target field.
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Click the Select Target link next to the row in the Select Target column. When you click this link, the Select Target Field page appears that displays the target fields in the PeopleSoft CRM database in a foldered tree view. The folders and fields you will see are dependant on the role you selected when you defined the import template. In addition, an asterick appears next to the fields that are required by PeopleSoft CRM. At each folder level there are required fields; if a field in a folder is chosen to be mapped, then any required fields in that folder or in the folders above it must also be mapped. Find the target field in the tree on the Select Target Field page and click the field. When you click the node of the tree, the Data Import - Mapping page appears with the Description of the field entered in the Select Target field for this particular row. 3. Select the already mapped field label in the Field Label field.
Defining Matching Criteria

Access the Data Import - Matching page.
Data Import - Matching page
When this page initially appears, the page is empty except for a Select Target link in the Select Target column. Enter the matching criteria you want to associate with the import template. Use the Open Bracket and Close Brackets appropriately for the nested condition we want to match upon. For example, its always good practice to match on a combination of email address and last name, or a combination of any contact method and name information. For example, email.address and lastname or phone and lastname. For the Company/Contact import type, its a good practice to match on at least one field from the Company mapping, and at least one field from the Contact mapping or Contact Method mapping. During the Import process if a match is found the system updates the information in the PeopleSoft CRM database. If no match is found then the system inserts the information into the database.
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Warning! All fields including email address are case sensitive for matching. To avoid instances where a match is not found due to case sensitivity, fields such as, email address should all be converted to lower case prior to import. For example, Joe_Smith@ABC.com should be converted to joe_smith@abc.com prior to importing the file. Save Import Template Click this button to save the data import template. When you click this button the Save Confirmation page appears. The Save Confirmation page displays the following:
Verifying Template was Created Successfully

Access the Save Confirmation page. This page displays the following: A message indicating if your template was successfully saved. The Import Status will be set to Active. Run Data Import link. When you click this link the Run Data Import page appears. You can immediately run the import process. Go Back to Import Definition link. When you click this link the Data Import - Define Import Template page appears. You can view your existing template and make any necessary changes.
Executing the Data Import Process

In this section, we discuss how to execute the Data Import Process (RBIMPORT)
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Pages Used to Execute the Data Import Process

Page Name Run Data Import Search Object Name
RB_IMP_RUN_CONFSRC
Navigation Customers CRM, Data Import, Run Data Import, Run Data Import Search Click the Save Import Template button on the Data Import - Matching page. Click the Run Import link on the Save Confirmation page. Select an existing template on the Run Data Import Search page.
Usage Displays existing templates to use for the data import process. Execute the Application Engine Data Import process (RBIMPORT).
Run Data Import
RB_IMP_RUN_CNTL_PG
View Import Statistics
RB_IMP_VW_STATS
Click the View Import Statistics link on the Run Data Import page. Click the View Import Statistics link on the View Import Status page.
View the import statistics.
Data Import - Define Import RB_IMP_HEADER Template
Click the View Import Definition link on the Run Data Import page.
Define general information and the role that the imported data will be associated with.
Accessing the Run Data Import Page

Access the Run Data Import Process Search page. The appearance, behavior, and personalization options for this page are controlled by the search definition for the Run Data Import component.
See Also
Executing the Data Import Process

Access the Run Data Import page.
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Run Data Import page (1 of 2)
Run Data Import page (2 of 2)
This page can be accessed directly from the Customers CRM, Data Import menu or as the last step when defining an import template. This page operates the same in both cases except for one difference. When you access this page as the last step when defining an import template the flat file information is already populated for you on the page. When you access this page from the menu you need to attach a flat file and define the parameters of the flat file and in the lower portion of the page the fields associated with import template appear.
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The list of fields appear so that you can do a quick verification of whether the import will be successful with the new flat file you are going to import. Attaching a flat file on this page works exactly the same as that on the Data Import - Define Import File page. Plus, the Import Status group box only appears on the page after you click the Import Data button. Date, Timeand Now You may either schedule the Data Import to be run at a specific date and time in the future, or select Now. If you select a date in the past the system will execute the process immediately. If you want to bring the import data into the PeopleSoft CRM database as a discrete audience, than expand the Import as Audience (optional) section and select an existing SetID and an existing audience of type Internal using Import. Or create a new audience by clicking the Transfer to Audience button. This takes you directly to the Internal using Import Audience definition page, where you identify the name, audience ID, and owner. Select this option if you want to perform data validation tests of the data import process before you actually perform the import process. If you have this option selected, then when you run the data import process it will be limited to validating data types within the file but wont execute the actual insert of the data into the PeopleSoft CRM database. For example, it will validate for proper field types; if a character string is mapped into a number field you will get an error, or if a mapped date is not in the correct format. It will check for whether mapped fields are longer than the target field. The end result is an error file that contains all of the input rows with detailed error messages so the end user can make corrections. This is a preventative step that is useful for new files from unknown vendors. Update Matched Records This optionwhich is selected by defaultspecifies that when there is a match between a source record and an existing target record in the PeopleSoft CRM database, the existing target record will be updated with the fields that are mapped from the source record data. The match is determined by the rules set up in the Matching section of the Import Template. Note that fields in the database that are not contact method fields will be overwritten with the new datacontact method fields will be added. For example, Jane Smith exists in the PeopleSoft CRM database, and her record is: First name: Jane; Last name: Smith; Home email: jane@smith.com; Home Telephone: 650-123-4567; Sports interests: tennis, golf. In the flat file being imported, there is a record: First name: Jane; Last name: Smith; Home email: jane@smith.com, Business Telephone: 415-555-1212; Sports interests: tennis; Age: 32. The matching rules are on home email and last name. So, the records match, and are updated. The updated record will show: First name: Jane; Last name: Smith; Home email: jane@smith.com; Home Telephone: 650-123-4567; Business Telephone: 415-555-1212; Sports interests: tennis; Age: 32. Every CRM Business Object supports multiple Contact Methods of each type. For example, a Business Objectcontact or consumernamed John Doe can have multiple business email addresses, multiple home phone numbers, etc. However, John Doe can only have a single Primary
SetID and Audience Name
File Validation Only
Import Contact Methods as Primary
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home phone number. Select this option if you want to enforce that an imported Contact Method is checked as Primary. This will overwrite existing Primary flags in the PeopleSoft CRM database. If this option is not selectedwhich it is not by defaultthe system will still import all mapped Contact Methods, but none will be flagged as Primary. View Import Definition Click this link to view the import template definition. When you click this link the Data Import - Define Import Template appears.
Import Data
Click this button to execute the import process. After you click this button an Import Statusgroup box appears on the page. In this group box you can view the status of the Run Data Import process and a View Import Statistics link is made available. If the Data Import process finds no matches between the flat file data and data in the PeopleSoft CRM database it will create the business objectscontacts, consumers, or organizationsas specified. If the Data Import process finds a match with the flat file data and data in the PeopleSoft CRM database it will update the business objects as specified.
Click this link to view the import statisticsnumber of rows inserted, updated, matched, and total number of records processed. When you click this link the View Import Statistics page appears.
Viewing Import Statistics

Access the View Import Statistics page.
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View Import Statistics page
On this page the import statistics appear from performing the Data Import process. View Process Monitor Click this link to monitor the Data Import process. When you click this link the Process Monitor - Process List page appears where you can monitor in detail the process. See PeopleSoft Process Scheduler PeopleBook View Error File Click this button to view the error log file that was created from the Data Import process. When you click this link the error log file will be downloaded to the location of your choice. The error log contains details about the rows that are in error, so they can be fixed and the process re-run should you so desire.
Viewing the Error Log for the Import Process

Access the Error Log. The error log looks just like the input flat file except after every row there are messages about what was wrong with the input row. Correct the problems with data on this error log file and then re-run the Run Data Import process using this file.
Viewing the Status of the Import Process

In this section, we discuss how to view the status of an instance of the Data Import process.
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Pages Used to View the Status of the Import Process

Page Name View Import Status Search View Import Status Object Name
RB_IMP_VIEW_CONFSR RB_IMP_VIEW_STATUS
Navigation Customers CRM, Data Import, View Import Status Select an instance of the run data import process on the View Import Status Search page. Click the View Import Statistics link on the Run Data Import page. Click the View Import Statistics link on the View Import Status page.
Usage Displays instances of the run data import process. View the status of the data import process.
RB_IMP_VW_STATS
View the import statistics.
Accessing an Instance of the Run Data Import Process

Access the View Import Status Search page. The appearance, behavior, and personalization options for this page are controlled by the search definition for the View Import Status component.
See Also
Viewing the Status of the Import Process

Access the View Import Status page.
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View Import Status page
This page displays the status of one particular runinstanceof the Data Import process. View File View Error File Click this button to view the flat file used for the Data Import process. Click this button to view the error log file that was created from the Data Import process. When you click this link the error log file will be downloaded to the location of your choice. The error log contains details about the rows that are in error, so they can be fixed and the process re-run should you so desire. Click this link to view the import statisticsnumber of rows inserted, updated, matched, and total number of records processed. When you click this link the View Import Statistics page appears.
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Glossary of PeopleSoft Terms

absence entitlement This element defines rules for granting paid time off for valid absences, such as sick time, vacation, and maternity leave. An absence entitlement element defines the entitlement amount, frequency, and entitlement period. This element defines the conditions that must be met before a payee is entitled to take paid time off. You use an account code to record and summarize financial transactions as expenditures, revenues, assets, or liabilities balances. The use of this delivered PeopleSoft ChartField is typically defined when you implement PeopleSoft General Ledger. In PeopleSoft Enterprise Performance Management, the accounting class defines how a resource is treated for generally accepted accounting practices. The Inventory class indicates whether a resource becomes part of a balance sheet account, such as inventory or fixed assets, while the Non-inventory class indicates that the resource is treated as an expense of the period during which it occurs. The accounting date indicates when a transaction is recognized, as opposed to the date the transaction actually occurred. The accounting date and transaction date can be the same. The accounting date determines the period in the general ledger to which the transaction is to be posted. You can only select an accounting date that falls within an open period in the ledger to which you are posting. The accounting date for an item is normally the invoice date. A set of related debits and credits. An accounting entry is made up of multiple accounting lines. In most PeopleSoft applications, accounting entries are always balanced (debits equal credits). Accounting entries are created to record accruals, payments, payment cancellations, manual closures, project activities in the general ledger, and so forth, depending on the application. The accounting split method indicates how expenses are allocated or divided among one or more sets of accounting ChartFields. You use an accumulator to store cumulative values of defined items as they are processed. You can accumulate a single value over time or multiple values over time. For example, an accumulator could consist of all voluntary deductions, or all company deductions, enabling you to accumulate amounts. It allows total flexibility for time periods and values accumulated. The reason an employees job or employment information is updated. The action reason is entered in two parts: a personnel action, such as a promotion, termination, or change from one pay group to another?and a reason for that action. Action reasons are used by PeopleSoft Human Resources, PeopleSoft Benefits Administration, PeopleSoft Stock Administration, and the COBRA Administration feature of the Base Benefits business process. In PeopleSoft Enterprise Learning Management, an instance of a catalog item delivery method?it may also be called a class. The activity defines such things as meeting times and locations, instructors, reserved equipment and materials, and detailed costs that are associated with the offering, enrollment limits and deadlines, and waitlisting capacities. In PeopleSoft Enterprise Incentive Management, an expression within compensation plans that enables the system to assign transactions to nodes and participants. During transaction allocation, the allocation engine traverses the compensation structure
absence take account
accounting class
accounting date
accounting entry
accounting split accumulator
action reason
activity
allocation rule
731
Glossary
from the current node to the root node, checking each node for plans that contain allocation rules. alternate account A feature in PeopleSoft General Ledger that enables you to create a statutory chart of accounts and enter statutory account transactions at the detail transaction level, as required for recording and reporting by some national governments. An application agent is an online agent that is loaded into memory with a PeopleSoft page. It detects when a business rule has been triggered and determines the appropriate action. An asset group used for reporting purposes. It can be used in conjunction with the asset category to refine asset classification. In PeopleSoft Enterprise Learning Management, nonsystem-defined electronic material that supplements a learning resource, such as an equipment item?s user handbook or the site map of a large facility. In PeopleSoft, background processes are executed through process-specific COBOL programs and run outside the Windows environment. In PeopleSoft Workforce Analytics, a benchmark job is a job code for which there is corresponding salary survey data from published, third-party sources. A tree node that rolls up to nodes above it in the hierarchy, as defined in PeopleSoft Tree Manager. An account used by the system only and not by users; this type of account does not accept transactions. You can only budget with this account. Formerly called ?system-maintained account.? In commitment control, the processing of source transactions against control budget ledgers, to see if they pass, fail, or pass with a warning. In commitment control, budget control ensures that commitments and expenditures dont exceed budgets. It enables you to track transactions against corresponding budgets and terminate a documents cycle if the defined budget conditions are not met. For example, you can prevent a purchase order from being dispatched to a vendor if there are insufficient funds in the related budget to support it. The interval of time (such as 12 months or 4 quarters) into which a period is divided for budgetary and reporting purposes. The ChartField allows maximum flexibility to define operational accounting time periods without restriction to only one calendar. In PeopleSoft Sales Incentive Management, an original business transaction or activity that may justify the creation of a PeopleSoft Enterprise Incentive Management event (a sale, for example). In PeopleSoft Enterprise Learning Management, a specific topic that a learner can study and have tracked. For example, ?Introduction to Microsoft Word.? A catalog item contains general information about the topic and includes a course code, description, categorization, keywords, and delivery methods. In PeopleSoft Enterprise Learning Management, a way to classify catalog items so that users can easily browse and search relevant entries in the learning catalog. Categories can be hierarchical. A field that stores a chart of accounts, resources, and so on, depending on the PeopleSoft application. ChartField values represent individual account numbers, department codes, and so forth. You can require specific ChartFields to match up (balance) on the debit and the credit side of a transaction.
application agent
asset class attachment
background process benchmark job branch budgetary account only
budget check budget control
budget period
business event
catalog item
category
ChartField
ChartField balancing
732
Glossary
ChartField combination edit ChartKey child
The process of editing journal lines for valid ChartField combinations based on user-defined rules. One or more fields that uniquely identify each row in a table. Some tables contain only one field as the key, while others require a combination. In PeopleSoft Tree Manager trees, a child is a node or detail on a tree linked to another, higher-level node (referred to as the parent). Child nodes can be rolled up into the parent. A node can be a child and a parent at the same time depending on its location within the tree. A ChartField value that identifies a unique appropriation budget key when you combine it with a fund, department ID, and program code, as well as a budget period. Formerly called sub-classification. In PeopleCode, to make a unique copy. In contrast, to copy may mean making a new reference to an object, so if the underlying object is changed, both the copy and the original change. To make a set of documents available for searching in Verity, you must first create at least one collection. A collection is set of directories and files that allow search application users to use the Verity search engine to quickly find and display source documents that match search criteria. A collection is a set of statistics and pointers to the source documents, stored in a proprietary format on a file server. Because a collection can only store information for a single location, PeopleSoft maintains a set of collections (one per language code) for each search index object. In PeopleSoft Enterprise Incentive Management, a node within a compensation structure. Compensation objects are the building blocks that make up a compensation structures hierarchical representation. In PeopleSoft Enterprise Incentive Management, a hierarchical relationship of compensation objects that represents the compensation-related relationship between the objects. Used to configure an external system with PeopleSoft. For example, a configuration parameter catalog might set up configuration and communication parameters for an external server. In PeopleSoft Enterprise Incentive Management, configuration plans hold allocation information for common variables (not incentive rules) and are attached to a node without a participant. Configuration plans are not processed by transactions. Content references are pointers to content registered in the portal registry. These are typically either URLs or iScripts. Content references fall into three categories: target content, templates, and template pagelets. In PeopleSoft Enterprise Incentive Management, a mechanism that is used to determine the scope of a processing run. PeopleSoft Enterprise Incentive Management uses three types of context: plan, period, and run-level. Equivalent to the Account ChartField. Distinguishes between the chart of accounts typically used to record and report financial information for management, stockholders, and the general public, as opposed to a chart of statutory (alternate) accounts required by a regulatory authority for recording and reporting financial information. A combination of a receipt cost method, a cost flow, and a deplete cost method. A profile is associated with a cost book and determines how items in that book are valued, as well as how the material movement of the item is valued for the book. A cost transaction and amount for a set of ChartFields.
Class ChartField
clone
collection
compensation object
compensation structure
configuration parameter catalog configuration plan
content reference
context
corporate account
cost profile
cost row
733
Glossary
data acquisition
In PeopleSoft Enterprise Incentive Management, the process during which raw business transactions are acquired from external source systems and fed into the operational data store (ODS). Data elements, at their simplest level, define a subset of data and the rules by which to group them. For Workforce Analytics, data elements are rules that tell the system what measures to retrieve about your workforce groups.
data elements
data row data validation DAT file delivery method delivery method type
Contains the entries for each field in a table. To identify each data row uniquely, PeopleSoft applications use a key consisting of one or more fields in the table. In PeopleSoft Enterprise Incentive Management, a process of validating and cleansing the feed data to resolve conflicts and make the data processable. This text file, used with the Verity search engine, contains all of the information from documents that are searchable but not returned in the results list. In PeopleSoft Enterprise Learning Management, identifies a learning activity?s delivery method type. An activity can have one or more delivery methods. In PeopleSoft Enterprise Learning Management, specifies a method that your organization uses to deliver learning activities, for example, scheduled or self-paced learning. The process of assigning values to ChartFields. A distribution is a string of ChartField values assigned to items, payments, and budget amounts. If you?re working with Japanese or other Asian employees, you can enter the employees name using double-byte characters. The standard double byte character set name format in PeopleSoft applications is: [last name] space [first name]. A tree that takes its detail values?dynamic details?directly from a table in the database, rather than from a range of values entered by the user. A table in the database that has its own record definition, such as the Department table. As fields are entered into a PeopleSoft application, they can be validated against an edit table to ensure data integrity throughout the system. A method of dating information in PeopleSoft applications. You can predate information to add historical data to your system, or postdate information in order to enter it before it actually goes into effect. By using effective dates, you dont delete values; you enter a new value with a current effective date. Abbreviation for Enterprise Incentive Management job. In PeopleSoft Enterprise Incentive Management, a collection of job steps that corresponds to the steps in an organization?s compensation-related business process. An EIM job can be stopped to allow manual changes or corrections to be applied between steps, and then resumed from where it left off, continuing with the next step. A run can also be restarted or rolled back. Abbreviation for Enterprise Incentive Management ledger. In PeopleSoft Enterprise Incentive Management, an object to handle incremental result gathering within the scope of a participant. The ledger captures a result set with all of the appropriate traces to the data origin and to the processing steps of which it is a result. In PeopleSoft Enterprise Learning Management, resource items that can be assigned to a training facility, to a specific training room, or directly to an activity session. Equipment items are generally items that are used (sometimes for a fee) and returned after the activity is complete. Events are predefined points either in the application processor flow or in the program flow. As each point is encountered, the event activates each component, triggering any PeopleCode program associated with that component and that event. Examples of
distribution double byte character
dynamic tree edit table
effective date
EIM job
EIM ledger
equipment
event
734
Glossary
events are FieldChange, SavePreChange, and OnRouteSubscription. In PeopleSoft Human Resources, event also refers to incidents that affect benefits eligibility. event propagation process In PeopleSoft Sales Incentive Management, a process that determines, through logic, the propagation of an original PeopleSoft Enterprise Incentive Management event and creates a derivative (duplicate) of the original event to be processed by other objects. Sales Incentive Management uses this mechanism to implement splits, roll-ups, and so on. Event propagation determines who receives the credit. In PeopleSoft, any system that is not directly compiled with PeopleTools servers. In PeopleSoft applications, facts are numeric data values from fields from a source database as well as an analytic application. A fact can be anything you want to measure your business by, for example, revenue, actual, budget data, or sales numbers. A fact is stored on a fact table. In PeopleSoft applications, a filter creates a subset of information. Filters are used in templates to limit your information from a pick list of attribute values. In PeopleSoft Process Scheduler, process types are identified by a generic process type. For example, the generic process type SQR includes all SQR process types, such as SQR process and SQR report. Any set of records associated under a single name or variable in order to run calculations in PeopleSoft business processes. In PeopleSoft Time and Labor, for example, employees are placed in groups for time reporting purposes. Users can personalize the homepage, or the page that first appears when they access the portal. In PeopleSoft Enterprise Incentive Management, the incentive-related objects that define and support the PeopleSoft Enterprise Incentive Management calculation process and results, such as plan templates, plans, results data, user interaction objects, and so on. In PeopleSoft Sales Incentive Management, the commands that act on transactions and turn them into compensation. A rule is one part in the process of turning a transaction into compensation. One or more fields that uniquely identify each row in a table. Some tables contain only one field as the key, while others require a combination. In PeopleSoft Enterprise Learning Management, a group of learners within the same learning environment that share the same attributes, such as department or job code. See activity. In PeopleSoft Enterprise Learning Management, a self-service repository for all of a learners completed learning activities. In PeopleSoft Enterprise Learning Management, a self-service repository for all of a learners planned and in-progress learning activities. You use ledger mapping to relate expense data from general ledger accounts to resource objects. Multiple ledger line items can be mapped to one or more resource IDs. You can also use ledger mapping to map dollar amounts (referred to as rates) to business units. You can map the amounts in two different ways: an actual amount that represents actual costs of the accounting period, or a budgeted amount that can be used to calculate the capacity rates as well as budgeted model results. In PeopleSoft Enterprise Warehouse, you can map general ledger accounts to the EW Ledger table. A section of a tree that organizes groups of nodes.
external system fact
filter generic process type
group
homepage incentive object
incentive rule
key learner group learning activity learning history learning plan ledger mapping
level
735
Glossary
library section
In PeopleSoft Enterprise Incentive Management, a section that is defined in a plan (or template) and that is available for other plans to share. Changes to a library section are reflected in all plans that use it. In PeopleSoft Enterprise Incentive Management, a section that is defined in a plan template but appears in a plan. Changes to linked sections propagate to plans using that section. In PeopleSoft Enterprise Incentive Management, a variable that is defined and maintained in a plan template and that also appears in a plan. Changes to linked variables propagate to plans using that variable. The feature that initiates a process to automatically load information into a PeopleSoft application?for example, populating the PeopleSoft Benefits database with plan-level election information. In PeopleSoft HRMS, the set of information that is available for a specific country. You can access this information when you click the appropriate country flag in the global window, or when you access it by a local country menu. Locations enable you to indicate the different types of addresses?for a company, for example, one address to receive bills, another for shipping, a third for postal deliveries, and a separate street address. Each address has a different location number. The primary location?indicated by a 1?is the address you use most often and may be different from the main address. In PeopleSoft Enterprise Incentive Management, additional functionality that is specific to a given market or industry and is built on top of a product category. In PeopleSoft Enterprise Learning Management, a resource item that can be assigned to the sessions of an activity. Material items are generally consumed during the duration of an activity and not returned, and they may have an associated cost. An object definition specified in PeopleSoft Application Designer that contains message information for PeopleSoft Application Messaging. Meta-SQL constructs expand into platform-specific SQL substrings. They are used in functions that pass SQL strings, such as in SQL objects, the SQLExec function, and PeopleSoft Application Engine programs. Metastrings are special expressions included in SQL string literals. The metastrings, prefixed with a percent (%) symbol, are included directly in the string literals. They expand at run time into an appropriate substring for the current database platform. Processes in PeopleSoft applications that can create both application entries and general ledgers denominated in more than one currency. The ability to process transactions in a currency other than the business units base currency. In PeopleSoft Enterprise Learning Management, an individuals learning goal. An example of a learning goal is a competency gap. In PeopleSoft Enterprise Incentive Management, the ability to make a change to a plan that applies to only one plan context. Each block of content on the homepage is called a pagelet. These pagelets display summary information within a small rectangular area on the page. The pagelet provide users with a snapshot of their most relevant PeopleSoft and non-PeopleSoft content. A tree node linked to lower-level nodes or details that roll up into it. A node can be a parent and a child at the same time, depending on its location within the tree. In PeopleSoft Enterprise Incentive Management, participants are recipients of the incentive compensation calculation process.
linked section
linked variable
load
local functionality
location
market template material
message definition meta-SQL
metastring
multibook multicurrency objective override pagelet
parent node participant
736
Glossary
participant object
Each participant object may be related to one or more compensation objects. See also participant object.
payout PeopleCode
In PeopleSoft Enterprise Incentive Management, the resulting incentive plan computation that is provided to payroll. PeopleCode is a proprietary language, executed by the PeopleSoft application processor. PeopleCode generates results based upon existing data or user actions. By using business interlink objects, external services are available to all PeopleSoft applications wherever PeopleCode can be executed. An action that a user takes upon an object, usually a record field, that is referenced within a PeopleSoft page. The fundamental architecture on which PeopleSoft 8 applications are constructed, consisting of an RDBMS, an application server, a Web server, and a browser. In PeopleSoft Enterprise Incentive Management, a variable used to store data (similar to an aggregator, but without a predefined formula) within the scope of an incentive plan. Performance measures are associated with a plan calendar, territory, and participant. Performance measurements are used for quota calculation and reporting. In PeopleSoft Enterprise Incentive Management, because a participant typically uses the same compensation plan for multiple periods, the period context associates a plan context with a specific calendar period and fiscal year. The period context references the associated plan context, thus forming a chain. Each plan context has a corresponding set of period contexts. In PeopleSoft Enterprise Learning Management, the cost per learner, based on the total activity costs divided by either minimum attendees or maximum attendees. Organizations use this cost to price PeopleSoft Enterprise Learning Management activities. In PeopleSoft Sales Incentive Management, a collection of allocation rules, variables, steps, sections, and incentive rules that instruct the PeopleSoft Enterprise Incentive Management engine in how to process transactions. In PeopleSoft Enterprise Incentive Management, correlates a participant with the compensation plan and node to which the participant is assigned, enabling the PeopleSoft Enterprise Incentive Management system to find anything that is associated with the node and that is required to perform compensation processing. Each participant, node, and plan combination represents a unique plan context?if three participants are on a compensation structure, each has a different plan context. Configuration plans are identified by plan contexts and are associated with the participants that refer to them. In PeopleSoft Enterprise Incentive Management, a segment of a plan that handles a specific type of event processing. In PeopleSoft Enterprise Incentive Management, the base from which a plan is created. A plan template contains common sections and variables that are inherited by all plans that are created from the template. A template may contain steps and sections that are not visible in the plan definition. In PeopleSoft applications, the portal registry is a tree-like structure in which content references are organized, classified, and registered. It is a central repository that defines both the structure and content of a portal through a hierarchical, tree-like structure of folders useful for organizing and securing content references. A user-defined view that is available only to the user who created it. See Batch Processes.
PeopleCode event PeopleSoft Internet Architecture performance measurement
period context
per seat cost
plan
plan context
plan section plan template
portal registry
private view process
737
Glossary
process definition process instance
Process definitions define each run request. A unique number that identifies each process request. This value is automatically incremented and assigned to each requested process when the process is submitted to run. You can link process definitions into a job request and process each request serially or in parallel. You can also initiate subsequent processes based on the return code from each prior request. A single run request, such as an SQR, a COBOL program, or a Crystal report that you run through PeopleSoft Process Scheduler. A PeopleTools variable used to retain PeopleSoft Process Scheduler values needed at runtime for all requests that reference a run control ID. Do not confuse these with application run controls, which may be defined with the same run control ID, but only contain information specific to a given application process request. In PeopleSoft Enterprise Incentive Management, indicates an application in the Enterprise Incentive Management suite of products. Each transaction in the PeopleSoft Enterprise Incentive Management system is associated with a product category. In PeopleSoft Enterprise Incentive Management, a stage in processing that makes incentive-related results available to participants. A logical grouping of data elements. A field within a record definition. A set of logically and functionally related control tables and views. Record groups help enable TableSet sharing, which eliminates redundant data entry. Record groups ensure that TableSet sharing is applied consistently across all related tables and views. Abbreviation for record input value-added tax flag. Within PeopleSoft Purchasing, Payables, and General Ledger, this flag indicates that you are recording input VAT on the transaction. This flag, in conjunction with the record output VAT flag, is used to determine the accounting entries created for a transaction and to determine how a transaction is reported on the VAT return. For all cases within Purchasing and Payables where VAT information is tracked on a transaction, this flag is set to Yes. This flag is not used in PeopleSoft Order Management, Billing, or Receivables, where it is assumed that you are always recording only output VAT, or in PeopleSoft Expenses, where it is assumed that you are always recording only input VAT. Abbreviation for record output value-added tax flag. See record input VAT flag.
process job
process request process run control
product category
publishing record definition record field record group
record input VAT flag
record output VAT flag
reference data reference object
In PeopleSoft Sales Incentive Management, system objects that represent the sales organization, such as territories, participants, products, customers, channels, and so on. In PeopleSoft Enterprise Incentive Management, this dimension-type object further defines the business. Reference objects can have their own hierarchy (for example, product tree, customer tree, industry tree, and geography tree). In commitment control, a reference transaction is a source transaction that is referenced by a higher-level (and usually later) source transaction, in order to automatically reverse all or part of the referenced transactions budget-checked amount. This avoids duplicate postings during the sequential entry of the transaction at different commitment levels. For example, the amount of an encumbrance transaction (such as a purchase order) will, when checked and recorded against a budget, cause the system to concurrently reference and relieve all or part of the amount of a corresponding pre-encumbrance transaction, such as a purchase requisition.
reference transaction
738
Glossary
relationship object
In PeopleSoft Enterprise Incentive Management, these objects further define a compensation structure to resolve transactions by establishing associations between compensation objects and business objects. In PeopleSoft Sales Incentive Management, the process during which compensation administrators may review processing results, manually change transactions, process draws, update and review payouts, process approvals, and accumulate and push payments to the EIM ledger. A PeopleSoft Workflow user. A persons role user ID serves much the same purpose as a user ID does in other parts of the system. PeopleSoft Workflow uses role user IDs to determine how to route worklist items to users (through an email address, for example) and to track the roles that users play in the workflow. Role users do not need PeopleSoft user IDs. Describes how people fit into PeopleSoft Workflow. A role is a class of users who perform the same type of work, such as clerks or managers. Your business rules typically specify what user role needs to do an activity. In a tree, to roll up is to total sums based on the information hierarchy. Connects activities in PeopleSoft Workflow. Routings specify where the information goes and what form it takes?email message, electronic form, or worklist entry. A run control is a type of online page that is used to begin a process, such as the batch processing of a payroll run. Run control pages generally start a program that manipulates data. A unique ID to associate each user with his or her own run control table entries. In PeopleSoft Enterprise Incentive Management, associates a particular run (and batch ID) with a period context and plan context. Every plan context that participates in a run has a separate run-level context. Because a run cannot span periods, only one run-level context is associated with each plan context. You use this set of objects to pass a query string and operators to the search engine. The search index returns a set of matching results with keys to the source documents. In PeopleSoft Enterprise Incentive Management, a collection of incentive rules that operate on transactions of a specific type. Sections enable plans to be segmented to process logical events in different sections. In commitment control, security events trigger security authorization checking, such as budget entries, transfers, and adjustments; exception overrides and notifications; and inquiries. Self-service refers to PeopleSoft applications that are accessed by end users with a browser. In PeopleSoft Enterprise Learning Management, a single meeting day of an activity (that is, the period of time between start and finish times within a day). The session stores the specific date, location, meeting time, and instructor. Sessions are used for scheduled training. In PeopleSoft Enterprise Learning Management, enables you to set up common activity characteristics that may be reused while scheduling a PeopleSoft Enterprise Learning Management activity?characteristics such as days of the week, start and end times, facility and room assignments, instructors, and equipment. A session pattern template can be attached to an activity that is being scheduled. Attaching a template to an activity causes all of the default template information to populate the activity session pattern.
results management process
role user
role
roll up routing run control
run control ID run-level context
search query section
security event
self-service application session
session template
739
Glossary
setup relationship sibling
In PeopleSoft Enterprise Incentive Management, a relationship object type that associates a configuration plan with any structure node. A tree node at the same level as another node, where both roll up into the same parent. A node can be a sibling, parent, and child all at the same time, depending on its location in the tree. With single signon, users can, after being authenticated by a PeopleSoft application server, access a second PeopleSoft application server without entering a user ID or password. In commitment control, any transaction generated in a PeopleSoft or third-party application that is integrated with commitment control and which can be checked against commitment control budgets. For example, a pre-encumbrance, encumbrance, expenditure, recognized revenue, or collected revenue transaction. A user-defined shorthand key that designates several ChartKeys to be used for voucher entry. Percentages can optionally be related to each ChartKey in a SpeedChart definition. A code representing a combination of ChartField values. SpeedTypes simplify the entry of ChartFields commonly used together. See Structured Query Report (SQR). Account required by a regulatory authority for recording and reporting financial results. In PeopleSoft, this is equivalent to the Alternate Account (ALTACCT) ChartField. In PeopleSoft Sales Incentive Management, a collection of sections in a plan. Each step corresponds to a step in the job run.
single signon
source transaction
SpeedChart
SpeedType SQR statutory account
step
Structured Query Report (SQR) A type of printed or displayed report generated from data extracted from a PeopleSoft SQL-based relational database. PeopleSoft applications provide a variety of standard SQRs that summarize table information and data. You can use these reports as is, customize them, or create your own. Summary ChartField You use summary ChartFields to create summary ledgers that roll up detail amounts based on specific detail values or on selected tree nodes. When detail values are summarized using tree nodes, summary ChartFields must be used in the summary ledger data record to accommodate the maximum length of a node name (20 characters). An accounting feature used primarily in allocations, inquiries, and PS/nVision reporting to store combined account balances from detail ledgers. Summary ledgers increase speed and efficiency of reporting by eliminating the need to summarize detail ledger balances each time a report is requested. Instead, detail balances are summarized in a background process according to user-specified criteria and stored on summary ledgers. The summary ledgers are then accessed directly for reporting. A tree used to roll up accounts for each type of report in summary ledgers. Summary trees enable you to define trees on trees. In a summary tree, the detail values are really nodes on a detail tree or another summary tree (known as the basis tree). A summary tree structure specifies the details on which the summary trees are to be built. The underlying PeopleSoft data format, in which data is stored by columns (fields) and rows (records, or instances). Specifies control table data for each business unit so that redundancy is eliminated. The value of the entry currency or currencies converted to a single currency for budget viewing and inquiry purposes. A template is HTML code associated with a Web page. It defines the layout of the page and also where to get HTML for each part of the page. In PeopleSoft, you use
summary ledger
summary tree
table TableSet sharing target currency template
740
Glossary
templates to build a page by combining HTML from a number of sources. For a PeopleSoft portal, all templates must be registered in the portal registry, and each content reference must be assigned a template. territory TimeSpan In PeopleSoft Sales Incentive Management, hierarchical relationships of business objects, including regions, products, customers, industries, and participants. A relative period, such as year-to-date or current period, that can be used in various PeopleSoft General Ledger functions and reports when a rolling time frame, rather than a specific date, is required. TimeSpans can also be used with flexible formulas in PeopleSoft Projects. In PeopleSoft Enterprise Incentive Management, the process of identifying the owner of a transaction. When a raw transaction from a batch is allocated to a plan context, the transaction is duplicated in the PeopleSoft Enterprise Incentive Management transaction tables. In PeopleSoft Enterprise Incentive Management, the process during which transactions are loaded into Sales Incentive Management. During loading, the source currency is converted to the business unit currency while retaining the source currency code. At the completion of this stage, the transaction is in the first state. In PeopleSoft Enterprise Incentive Management, a value assigned by an incentive rule to a transaction. Transaction states enable sections to process only transactions that are at a specific stage in system processing. After being successfully processed, transactions may be promoted to the next transaction state and ?picked up? by a different section for further processing. In PeopleSoft Enterprise Incentive Management, a way to categorize transactions to identify specific transaction types (for example, shipment, order, opportunity, and so on). Plan sections process only one type of transaction type. Transaction types can be defined based on a companys specific processes model. A system edit table that stores codes and translate values for the miscellaneous fields in the database that do not warrant individual edit tables of their own. The graphical hierarchy in PeopleSoft systems that displays the relationship between all accounting units (for example, corporate divisions, projects, reporting groups, account numbers) and determines roll-up hierarchies. In PeopleSoft Enterprise Incentive Management, a transaction that is not claimed by a node or participant after the allocation process has completed, usually due to missing or incomplete data. Unclaimed transactions may be manually assigned to the appropriate node or participant by a compensation administrator.
transaction allocation
transaction loading process
transaction state
transaction type
Translate table tree
unclaimed transaction
uniform resource locator (URL) In PeopleSoft, the term URL refers to the entire query string. The following is an example of a URL: http://serverx/InternetClient /InternetClientServlet?ICType=Script&ICScriptProgramName=WEBLIB_BEN_ 401k.PAGES.FieldFormula.iScript_Home401k universal navigation header Every PeopleSoft portal includes the universal navigation header, intended to appear at the top of every page as long as the user is signed on to the portal. In addition to providing access to the standard navigation buttons (like Home, Favorites, and signoff) the universal navigation header can also display a welcome message for each user. See uniform resource locator (URL). In PeopleSoft Sales Incentive Management, used to define the reporting components and reports that a participant can access in his or her context. All Sales Incentive Management user interface objects and reports are registered as user interaction objects. User interaction objects can be linked to a compensation structure node through a compensation relationship object (individually or as groups).
URL user interaction object
741
Glossary
variable
In PeopleSoft Sales Incentive Management, the intermediate results of calculations. Variables hold the calculation results and are then inputs to other calculations. Variables can be plan variables that persist beyond the run of an engine or local variables that exist only during the processing of a section. A PeopleSoft data warehouse that consists of predefined ETL maps, data warehouse tools, and DataMart definitions. A way of presenting data through a PeopleSoft Business Analysis Modeler interface that enables users to do in-depth analysis using pivoting tables, charts, notes, and history information. The background process that creates a list of administrative actions based on selection criteria and specifies the procedure associated with each action. The automated to-do list that PeopleSoft Workflow creates. From the worklist, you can directly access the pages you need to perform the next action, and then return to the worklist for another item. Abbreviation for zero-rated value-added tax. A VAT transaction with a VAT code that has a tax percent of zero. Used to track taxable VAT activity where no actual VAT amount is charged.
warehouse worksheet
workflow worklist
zero-rated VAT
742
Index
Numerics/Symbols
360 Degree Search Preference - 360 Degree View Search Preference page 479 360-Degree search page selecting to access 360-Degree View 481 360-Degree View 288, 488 accessing 486 company 484 configuring 471 consumer 483 contact 483 defining transactions 460 personalizing date filters 491 setting up 453 system data 459 understanding 453 understanding integration framework 456 understanding integration with PeopleSoft Financials Management Services and Supply Chain Management 456 understanding search pages 456 understanding setup process 458 understanding toolbar 485 using 483 360-Degree View - Personalize page 488, 492 360-Degree View - Relationship Viewer page 288 360-Degree View page 488, 492 360-Degree View profiles setting up 472 360-Degree View search page configuring 479 defining user links 479 360-Degree View Search page 487 360-Degree View tree setting up 468 setting up nodes 469 testing 471 understanding 454 360-Degree View Tree setting up 462
A
ad hoc business objects defining 233 defining name information for 233 defining relationships 234 understanding 233 Add Address page 250 Add Contact Address page 261 Add Contact Email page 263 Add Contact page 182, 200, 227 Add Contact Pager page 263 Add Contact Phone page 262 Add Customer / Site page 214, 261 Add Email page 259 Add Name page 236 Add New Relationship page 288 Add Pager page 257 Add Phone page 255 Add Site Address page 269 Add Site Email page 270 Add Site Pager page 270 Add Site Phone page 270 additional documentation xxxii Address Book - Create New Address page (for a customer) 537 Address Book - Customers Primary Information page (for a consumer) 541 Address Book - Delete Confirmation page 547 Address Book - Select Address page 536 Address Book - Select Contact page 535 Address Book - Update Address page (for a consumer) 543 Address Book -View Addresses page 530 Address Book -View Contacts page 531 Address Book page (for a customer) 546 Address Format page 33 address information defining 249 entering for contact relationship 263 entering for site 270 addresses entering 251 alternate character configuring system 140
743
Index
entering 138 implementing 137 searching by 140 setting for language codes 141 setting up 137 understanding functionality 137 application fundamentals xxxi application messages understanding data mapping 678 Application packages viewing 467 Application Packages Lookup page 462, 472, 479 application security 41 Apply Security page 50 Assemblies Inquiry - Assembly page 577 Assemblies Inquiry - Component Notes page 577 Assemblies Inquiry - Components page 578 Assemblies Inquiry - Summary page 577 Assemblies Maintenance - Assembly page 574 Assemblies Maintenance - Component Notes page 576 Assemblies Maintenance - Components page 575 Assemblies Maintenance - Summary page 574 assembly information view 576 Assign Group Criteria page 393 assignment criteria 403 defining 414415 assignment searches performing from a case or service order 420 setting up and performing 403 setting up the assignment engine 413 understanding 403 attachments adding 85 file names on FTP server 76 understanding 76 Audiences - Audience Details page 712 Audit - Setup page 125 auditing cases choosing fields to audit 124 overview of 123 Auto Numbering page 27 auto reciprocate 97
automatic numbering 25 automatic reciprocation of quote methods 96
B
basic data tables 134 bill and payment information integrating 700 Build CDM Interface Records page 696697 Build Search Collection page 114 Business Analysis Modeler installation 87 setting up connectivity 92 setting up web defaults 89 business contacts 132 Business Object - Business Object page 233 Business Object - Relationships page 234, 288 business object controls understanding 143 Business Object Name Type page 154 business object relationship model components understanding 131 business object relationships 133 business object roles 132 Business Object Search page 307 business object searches 134 adding or modifying business object search definitions 312 defining search criteria fields 314 defining search domains 315 defining search fields 313 defining search fields for role 315 maintaining 317 performing from system prompts 311 understanding 293 understanding system data for search definitions 293 understanding system data for search/list fields 305 using 293 Business Object Type page 154 business object types defining 153 maintaining 154 understanding system data for 144 business objects 131 defining name information 235
744
Index
searching for 307 business processes PeopleSoft CRM cross-product 3 business units and setIDs 19 creating 18 defaults 61 PeopleSoft 15 PeopleSoft CRM 16 security pages 53 Business User Registration page 59, 513
C
calculation currency exchange 101 Calendar Options page 32 calendars see resource calendars 429 Call Center Definition page 22 Call Center Preferences page 63 Candidate Detail page 422 candidate selection understanding 403, 408 Candidate Summary page 421 Case and Solution Note Type page 77 catalog cache populating 639 catalog content overview 637 catalog ID defining 639 Catalog page 639 See Also catalogs, defining content for catalog permissions overview 637 Catalog Search page 652 catalog searches overview 651 running 652 catalogs cloning 643 creating display templates for 626 defining content for 637 defining permissions for 637 overview 625 overview content 637 overview permissions 637 overview searches 651 prerequisites 626
searching for products in 651 use CRM application 625 chat interactions 450 Chat page 450 Clone Transaction Group - Clone Transaction Group As page 460 Clone Tree - Clone Tree As page 462 codes privilege 60 specifying required 694 collection 103 See Also search collections collector codes defining 692 Collector page 692 comments, submitting xxxv common elements xxxv company accessing 175 adding notes 179 defining account information 186 defining accounts 187 defining contacts 182 defining new contacts 183 defining new sites 181 defining purchasing options 186 defining relationships 186 defining site contact information 181 defining sites 179 entering attributes 179 maintaining primary information 175 managing contact information for contact 185 managing purchasing options for contact 185 Company defining purchasing options 275 Company - Account page 187 Company - Attributes page 175 Company - Company page 175 Company - Company: Address view 250 Company - Company: Email view 259 Company - Company: Name view 236 Company - Company: Pager view 257 Company - Company: Phone view 255 Company - Contacts page 182 Company - Notes page 175 Company - Purchasing page 276 Company - Relationships page 288 Company - Site page 180
745
Index
company 360-Degree View managing 491 understanding 484 company business objects defining 173 defining general information for 174 understanding 173 Company EIP market-enabling 695 Company Search page 175, 180, 182, 187 competencies assigning 378 defining and maintaining 398 managing for workers 397 understanding definition of 397 Competencies page 400 competency associate with services and service activities 415 categories, specialty types, and details 415 defining 393 problem types 415 competency proficiency levels defining 402 Competency Rating Model page 399 Competency Types page 400 Competitor Codes page 597 Component Navigation - Description page 165 Component Navigation - Navigation Path page 165166 component navigation definitions defining 165 understanding system data for 153 component transfer navigation maintaining 165 component transfer navigation paths defining 166 Configure Relationship Views page 284 Configure Role - Configure Role page 472, 475 Configure Role - Node Sub-Interactions page 472, 478 Configure Role - Transaction Sub-Interactions page 472 Consolidated Publications Incorporated (CPI) xxxii Consumer defining purchasing options 275 Consumer - Attributes 193
Consumer - Consumer page 193 Consumer - Consumer: Address view 250 Consumer - Consumer: Email view 259 Consumer - Consumer: Name view 236 Consumer - Consumer: Pager view 257 Consumer - Consumer: Phone view 255 Consumer - Contacts page 200 Consumer - Credit Card page 208 Consumer - Employment page 206 Consumer - Notes page 193, 226 Consumer - Relationships page 288 Consumer - Site page 198 Consumer - Sites page 197 Consumer - User Profile page 204 consumer 360-Degree View understanding 483 consumer business objects accessing 193 adding notes 197 defining 191 defining general information for 192 entering attributes 197 maintaining primary information 193 understanding 191 consumer contacts defining 199 consumer credit card information maintaining 207 Consumer EIP market-enabling 695 consumer employment information maintaining 205 consumer purchasing options defining 204 consumer relationships defining 203 Consumer Search page 193, 197, 200, 204, 206, 208 consumer sites defining 197198 Contact - Attributes page 210 Contact - Contact page 210211 Contact - Contact: Address view 250 Contact - Contact: Email view 259 Contact - Contact: Name view 236 Contact - Contact: Pager view 257 Contact - Contact: Phone view 255 Contact - Credit Card page 219 Contact - Customers page 214, 261 Contact - Notes page 210 Contact - Relationships page 288
746
Index
Contact - User Profile page 217 contact 360-Degree View understanding 483 Contact Address Summary page 261, 263 contact business objects accessing 210 adding notes 213 associating customers and sites 213 defining 209 defining relationships 216 entering attributes 213 maintaining 210 maintaining credit card information 218 maintaining primary information 211 understanding 209 Contact Directory page 548 Contact EIP market-enabling 695 Contact Email Summary page 262, 266 contact ID defaults specifying 695 contact information xxxv defining for business objects 241 Contact Information page 523, 536 contact master establishing master database 697 Master ID DB Setup page 697 Test XML Catcher page 698 Contact Method Purpose Type page 162, 164 contact method purpose types defining 161 maintaining 164 understanding system data for 151 Contact Method Type page 162 contact method types defining 161 maintaining 162 understanding system data for 151 Contact Method Use page 162 contact method uses defining 161 maintaining 162 contact methods 133, 438 defining for contact relationships 260 defining for site 268 understanding 241 Contact Pager Summary page 263, 267 Contact Phone Summary page 262, 265 contact relationship
entering address information for 263 entering email information for 266 entering pager information for 267 entering telephone information for 265 contact relationships defining contact methods for 260 Contact Search page 210, 214, 217, 219 Contact Us notifications defining workflow for 501 overview of 498 Contact Us page 548 Contact Us Subject page 502 Contact Us Topic page 502 control values for business objects defining 143 correspondence interactions 448 cost categories establishing for workers 385 understanding 385 Cost Categories page 370 Country Description page 33 country-specific documentation xxxiv Create New Address page (for a contact) 524 Create New Contact page 534 Create Site page 180, 197, 269 creating display templates pages used 627 creating interactions 439 credit analyst codes defining 693 Credit Analyst page 692693 credit card information maintaining for consumer 207 maintaining for contact business objects 218 CRM application catalog use 625 CRM foundation objects EIP listing 679 integrating 675 cross-rate allow override 97 cross-rate recalculate 97 cross-references xxxiv currency ISO standard 95 overview 95 Currency Code page 98 currency codes setting up 98
747
Index
currency exchange calculating 101 Currency Exchange Calculator page 101 currency quotation method 99 Currency Quotation Method page 99 customer 360-Degree View setting up 8 customer activities managing 488 Customer and Contact EIPs processing order 688 customer and contact information maintaining different databases 688 customer and contact integration with other PeopleSoft applications 687 Customer Connection Website xxxii customer data management system options defining 169 Customer Data Management System Options page 170 customer ID defaults specifying 695 customer master establishing master database 697 Master ID DB Setup page 697 Test XML Catcher page 698 Customer Selection page 516 customer self-service setting up 9 Customer_Company EIP 687 Customer_Consumer EIP 687 Customer_Contact EIP 687 Customers Primary Information page 532 customers and workers setting up 6
D
Daily Calendar page 433 Data Import - Define Import File page 712, 715 Data Import - Define Import Template page 712, 714, 724 Data Import - Mapping page 712, 718 Data Import - Matching page 713, 722 data import file defining 715 data import global settings setting up 709 Data Import Global Settings - Data Import Global Setup page 709
data import process accessing an instance of 729 executing 723724 understanding 707 viewing error log 728 viewing statistics 727 viewing status 728729 data import template defining 714 mapping fields 718 matching criteria 722 verify creation 723 Data Import Template Search page 711, 713 data import templates accessing 713 defining 711 data mapping understanding for application messages 678 date filters personalizing 491 Default Addresses page (consumer) 540 Default Addresses page (contact) 522 default exchange rate specifying 694 default schedules specifying 378 Define Node page 462 Define Transaction Group page 460 Define Transaction Type - Define Transaction Type page 460 Define Transaction Type - Related Transaction Groups page 460 Delete Confirmation page 110 Department page 370 direct rate quotations 96 Display Template page 627 display templates 626 defining catalog display pages 627 defining featured products 636 defining product comparison 631 defining product display 629 overview 627 specify product detail 634 displaying interactions 441 documentation country-specific xxxiv printed xxxii related xxxii
748
Index
updates
xxxii
E
Edit Customer / Site page 214, 261 Edit Customer / Site Purchasing Options page 214 Edit Name page 236 Edit Site page 180, 197, 269 EIPs foundation objects 675 foundation objects listing 679 email information defining 258 entering 259 entering for contact relationship 266 entering for site 273 employment information maintaining for consumer 205 enterprise integration overview 675 technology, overview 676 ERMS search collection 103 error log data import process 728 Existing Person Search Results page 182, 200, 227
PeopleSoft CRM applications 3 glossary 731 Group Competencies page 395 group members setting up and maintaining 383 understanding 383 Group Weighting Factors page 416
H
Holiday Load page 427 Holiday Schedule page 426 holiday schedules associate provider groups with 426 associating workers with 426 defining 425 understanding 425 update workers calendars with 427 HRMS integration 685
I
import statistics viewing 727 importing data PeopleSoft CRM 707 inbound email interactions 448 Inbound Email page 448 index templates 110 indirect rate quotations 96 industries defining 168 Industry page 168 Installation Options - Alt Character page 141 installed product creation and update rules defining 660 Installed Product Defaults page 593, 660 Installed Product page 665 Installed Product Viewable Hierarchy page 670 installed products entering 665 hierarchical views 658 how they are created and updated 655 how they are used 655 manage 664 system-created service orders 657 tracking 655 understanding 655 updating 665
F
featured products identifying product catalog 649 Featured Products page 636, 649 Field Setup page 329 fields defining for quick create 329 FieldService Definition page 22 fit score calculations understanding 408 Forgot Password - Email New Password page 510 Forgot Password page 510 fullsync and sync messages setting up 677 understanding 677
G
general options setting 25 General Options page getting started 31
749
Index
view 670 viewing for site 230 warranty activation 657 Installed Products page 600, 660 installed services viewing for site 230 integrating bill and payment information 700 CRM foundation objects 675 HRMS 685 product information 699 integration companies, consumers, sites, contacts, and workers 686 overview 675 technology overview 676 understanding for companies, consumers, sites, contacts, and workers 686 integrations 4 setting up 11 Interaction Detail Type 438 Interaction List page 444 interaction status 439 setting up 442 Interaction Status page 443 interactions and Contact Us messages 498 chat details 450 correspondence details 448 creating 439 details 442 display 441 external customers 437 inbound email details 448 list 444 outbound email details 449 overview 437 search 444 viewing 443 workers 437 Interactions creating 453 Interactions - View Correspondence page 448 interactions and subinteractions 437 Interactions page 446 interface defaults defining for integration with PeopleSoft Financials Management Services 691 defining for integration with PeopleSoft Supply Chain Management 691
specifying 693 Interface Defaults page 692 interface information defining for quick create 338 Interface Setup page 329, 338 item assemblies defining 573 overview 573 working with 573 item availability inquiries understanding 581 item balance view 583 Item Balance by Business Units page 584 Item Balance by Group Members page 585 item balance inquiries understanding for business units 581 understanding for group member storage locations 582 Item Balance Message page 586 item control values defining in PeopleSoft CRM 562 item definition understanding in PeopleSoft CRM 559 Item Definition page 564 Item Families page 563 Item Groups page 563 Item Number Control page 562 item status understanding 560 items checking balances and availability 581 defining 559 defining and maintaining in PeopleSoft CRM 564
J
job assignment criteria defining 379 Job Codes page 370371 job information entering 376
K
key performance indicators understanding 173
L
languages self-service 497
750
Index
last numbers establishing for autonumbering Launch Page defining links 71 defining single-role 70 functionality 69 setting up 69 Line Details page 665 Linked Products page 595 Location Definition page 37 Location Detail page 38 Location Timezone page 39 locations setting up 32
25
M
Maintain Contact page 182, 200, 227, 261 Maintain Roles - Inactivate Role page 288 Maintain Roles page 288, 291 Market Control Codes page 696 Market Installation Options page 696 market-enabling Build CDM Interface Records page 697 Market Control Codes page 696 Market Installation Options page 696 Marketing Definition page 22 master ID database establishing 697 Master ID DB Setup page 697 matching criteria defining 722 Member Weighting Factors page 416 message data mapping PeopleSoft CRM records and fields 701 message mapping example 704 Message Mapping - Message Data Mapping page 702 minimum requirements for service orders or cases set 402 Monthly Calendar page 431
entering for contacts, consumers, and workers 237 understanding 235 name type defaults specifying 693 Name Type Defaults page 692 name types defining 153 defining for business objects 154 National ID Type Table page 169 national ID types defining 169 nested catalogs creating 648 Nested Catalogs page 648 note type case and solution notes 77 Note Type page 77 note type values establishing 74 notes xxxiv adding 382 notes in CRM objects attaching files to 76, 85 components that use notes 73 understanding display options 75 Notes page 622 attachments summary 84 note details 81 notes summary 83
O
Order Capture Definition page 22 outbound email interactions 449 Outbound Email page 449 Overall Preferences page 61
P
Package Component Pricing page 617 Package Components page 611 pager information defining 256 entering 257 entering for contact relationship 267 entering for site 273 pages Catalog Search 652 Display Template 627 Featured Products 636, 649
N
Name and Sign In page 518 name information defining 235 entering for companies and sites
236
751
Index
Nested Catalog 648 Product Association 644 Product Catalog 639 Product Compare 631 Product Details 634 Product Display 629 User Association 646 pages used creating display templates 627 searching a catalog 652 sensitive worker information access 66 setting up catalog contents and permissions 639 user preferences 61 PeopleBooks ordering xxxii PeopleCode, typographical conventions xxxiii PeopleSoft business units and setIDs 15 PeopleSoft application fundamentals xxxi PeopleSoft common components setting up 11 PeopleSoft CRM importing data 707 PeopleSoft CRM Application Fundamentals overview 3 PeopleSoft CRM applications getting started 3 PeopleSoft CRM cross-product 4 business processes 3 implementation 4 PeopleSoft CRM global application tables setting up 5 Person Lookup page 187 Preface PeopleSoft CRM Application Fundamentals xxxvii preferences 61 See Also See user preferences prerequisites xxxi primary visual rate 97 printed documentation xxxii privilege codes overview 60 Privileges Codes page 54 Process Scheduler for building search collections 109 Product Association page 644 product associations defining 644
Product Attributes by UOM page 609 Product Brand page 596 Product catalog search collection 103 product catalogs creating nested 648 defining cache 639 defining catalog id 639 defining product association 644 identifying featured products 649 setting up user permissions 646 Product Category page 596 Product Compare page 631 Product Definition - Attachments page 603 Product Definition - Attributes page 603 Product Definition - Branch Scripts page 605 Product Definition - Competitors page 608 Product Definition - Definition page 600 Product Definition - External Description page 603 Product Definition - Images page 604 Product Definition - Installed Product page 662 Product Definition - Product Groups page 606 Product Definition - Regions page 607 Product Details page 634 Product Display page 629 Product Group page 594 product information integrating 699 Product Installation page 593 Product Price page 616 product registration setting up 503 Product Relationships overview page 622 Product Relationships page 620 products assigning unit of measure 609 creating definitional elements 590 defining 599 defining notes 622 defining package components 610 defining packages 610 defining relationships between 619 establishing prices 614 searching catalogs for 651 setting up 587 products and items
752
Index
setting up 10 understanding 555 Profile - Change Name page 519 Profile - Change Password Hint page 520 Profile - Change Password page 520 Profile page 518 provider group assignment criteria defining 393 provider group assignment searches performing for cases and service orders 418 Provider Group Detail page 420 Provider Group Member page 390 provider group schedules defining 415 Provider Group Summary page 419 provider groups procedures for defining 386 setting up and maintaining 383 understanding 383 Provider Groups page 387 purchasing options defining 275 understanding 275 Purchasing page 276
quick create template groups defining 337 quick create templates copying 339 defining 331 defining relationship details 336 quotations direct rate 96 indirect rate 96 quote methods automatic reciprocation 96 quote units 97
R
rate decimal positions 97 rate quotation basis 97 Record Group page 22 record groups 18 See Also TableSet controls reference currency 97 Region page 35 Register as a Business User for page 514 Registration Confirmation page 515 Registration page (business user) 513 Registration page (personal user) 512 related documentation xxxii Relations page 597 relationship categories defining 158, 161 understanding system data for 150 Relationship Category page 158, 161 Relationship Type page 158 relationship types defining 158 maintaining 158 understanding system data for 147 relationship viewer configuring 283 defining configuration options 285 defining page defaults 286 defining role priorities 287 maintaining relationships 287 maintaining roles 287 understanding 281 working with 281 Relationship Viewer page 288, 488, 492 relationship views defining 284 relationships maintaining relationship viewer 287
Q
Quality Definition page 22 quick create enabling new transactions 339 PeopleSoft CRM application scenario 326 process flow 324 process flow diagram 326 setting up 328 understanding 323 using 323 quick create component creating business objects 340 quick create fields defining 329 understanding types 330 quick create interface information defining 338 Quick Create page 340 quick create system data 343 fields 343 interface setup information 360 template groups 357 templates 347
753
Index
viewing and maintaining 288 resource calendars integrating with third-party voice-recognition applications 434 overview of 429 setting up worker calendars 430 using 429 Review Matching Addresses page 251, 262, 269 role configuring 360-Degree View 475 defining node subinteractions 478 defining search fields 315 defining transaction subinteractions 477 role categories defining 154, 157 understanding system data for 146 Role Category page 155, 157 Role Priority - Role Priorities page 286287 Role Privileges page 56 Role Type - Default Views page 155, 286 Role Type - Role Type page 155 role types defining 154 maintaining 155 understanding system data for 144 roles Call Center 44 FieldService 45 Financial Services Industry 46 HelpDesk 44 Interaction Management 46 maintaining relationship viewer 287 Marketing 46 Order Capture 48 Order Capture Self Service 48 Quality 48 Sales 47 sensitive worker information access 65 Support 44 See Also roles, Call Center System IDs 44 viewing and maintaining 291 row-level security options 42 row-level security views page used to set up 51 understanding 51 run data import accessing page 724
Run Data Import page 724 Run Data Import Process Search page Run Data Import Search page 724
724
S
Sales Definition page 22 salutation codes 39 Salutation Table page 39 Save Confirmation page 713, 723 Schedule page 391 schedules for provider groups defining 391 search collections 103 and multiple application servers 107 building 106, 113 considerations for product catalog 106 defining index templates 105, 110 performance considerations 108 Search Criteria Field - Search Criteria Field Setup page 313314 search criteria fields defining 314 Search Definition page 313, 317 search definitions defining 312 maintaining 317 Search Domain - Search Domain Setup page 313, 315 search domains defining 315 Search Field - Search Field Setup page 141, 313 search fields defining 313 defining for role 315 Search Index Template page 110 search index templates delivered 105 understanding 105 Search Query Test page 118 Search Roles - Search Role Setup page 313, 315 Search Settings page 113 searches configuring Process Scheduler 109 defining search settings 110 performing 119 search operators 119 searchable data 103 understanding 103 Universal Search Tool 119
754
Index
Verity architecture 107 searching a catalog pages used 652 security application security 41 predefined roles 43 row-level for Users 52 system 41 views 50 vocabulary 42 Security Options page 49 security types 42 Security Views page 51 segment codes defining 167 Segment Codes page 168 Select Address page 250 Select Contact Address page 261 Select Contact Email page 263 Select Contact Pager page 263 Select Contact Phone page 262 Select Site Address 269 Select Site Phone page 270 Select Target Field page 712 self-service 497 defining guest IDs 500 labeling the guest ID selection field 500 setting up multiple sites 497 setting up user registration features 501 Self-Service for customers 507 customer selection 516 guest access 508 maintaining a contacts address book 525, 544 maintaining consumer information 538 maintaining contact information 521 maintaining customer profile information 517 registration 511 sending feedback 548 sign in 508 viewing internal contacts 547 self-service security pages used for 54 sensitive information access 65 pages used to define 66 Set Up Profile page 472 Set Up Tree - Set Up Tree page 462, 468 Set Up Tree - Test Your Tree page 462 Set Up Tree - Tree Node page 462, 469
setIDs 17 See Also See TableSet controls creating 18 PeopleSoft 15 setting up catalog contents and permissions pages used 639 Setup Last Number page 28 Sign In page 508 signatures defining default 381 site entering address information for 270 entering email information for 273 entering pager information for 273 entering telephone information for 272 Site defining purchasing options 275 Site - Attributes page 222 Site - Contacts page 227 Site - Installed Services page 231 Site - Notes page 222 Site - Relationships page 288 Site - Site page 222223 Site - Site: Address view 250 Site - Site: Email view 259 Site - Site: Name view 236 Site - Site: Pager view 257 Site - Site: Phone view 255 Site Address Summary page 269270 site business objects accessing 223 defining 221 defining contacts 226227 defining purchasing options 230 defining relationships 230 maintaining general information 222 maintaining primary information 223 understanding 221 viewing installed products 230 viewing installed services 230 Site EIP market-enabling 695 Site Email Summary page 270, 273 Site Pager Summary page 270, 273 Site Phone Summary page 270, 272 Site Search page 222, 227, 231 Site Type page 222 sites defining contact methods 268 SmartViews
755
Index
setting up 89 Solution Advisor 104 Solution search collection 104 source fields to target fields mapping 718 Specify Concatenation page 712 State page 35 Stock Types page 563 storage locations defining default 380 subinteraction types 438 Subinteractions creating 454 Substitutes page 568 suggestions, submitting xxxv Support Team Code page 692 support team codes defining 693 system security 41 system-wide security options pages used 49 selecting 49
transactions enabling for quick create 339 tree nodes defining 462 triangulation 96 typographical conventions xxxiii
U
unit of measure (UOM) entering 40 units of measure associating items with 569 Units of Measure page 40, 570 Universal Search Tool 119 Universal Search Tool page 120 Update Address page 250 Update Address page (for a contact) 524 Update Address page (for a customer) 537 Update Contact Address page 261 Update Contact Email page 262 Update Contact Pager page 263 Update Contact Phone page 262 Update Email page 259 Update Pager page 257 Update Phone page 255 Update Relationship page 288 Update Site Address 269 Update Site Email page 270 Update Site Pager page 270 Update Site Phone page 270 User Association page 646 User Links page 479 user permissions setting up product catalog 646 user preferences Call Center Preferences page 63 defining 61 Overall Preferences page 61 pages used 61 User Preferences - Overall Preferences page 141 User Privileges page 55 user profile information defining for contact business object 216 maintaining 381 maintaining for consumer 204 User Registration page 57
T
TableSet Control page 22 TableSet controls defining 22 PeopleSoft 15 PeopleSoft CRM 17 Task Types page 431 telephone information defining 255 entering 256 entering for contact relationship 265 entering for site 272 Template Copy page 339 Template Group Setup page 329, 337 template groups defining for quick create 337 Template Menu page 112 Template Setup - Relationships page 329, 336 Template Setup - Template page 329, 331 templates defining for quick create 331 defining relationship details for quick create 336 terms 731 Test XML Catcher page 697698 transaction groups setting up 460
V
Verity 107 See Also searches
756
Index
architecture 107 configuring application servers 109 configuring Process Scheduler 109 View Address page 250 View Contact Address page 261 View Import Statistics page 724, 727, 729 View Import Status page 729 View Import Status Search page 729 View Site Address page 269 views names 51 setting up row-level security 50 visual cues xxxiv
worker schedules defining 414 Worker Search page 373 workers accessing 373 managing 369 workflow actions, and Contact Us notifications 501 workweek information defining 426
W
warnings xxxv worker maintaining name, profile, and contact information 374 Worker - Competencies page 373, 378 Worker - Criteria page 373 Worker - Function page 373, 376 Worker - Job Detail page 373, 376 Worker - Notes page 373 Worker - Schedule page 373, 378 Worker - Signature page 373, 381 Worker - Storage Locations page 373, 380 Worker - User Profile page 373, 381 Worker - Worker page 373374 Worker - Worker: Address view 250 Worker - Worker: Email view 259 Worker - Worker: Name view 236 Worker - Worker: Pager view 257 Worker - Worker: Phone view 255 worker business objects defining 371 setting up foundational data for 369 understanding 369 Worker competency data setting up foundational 371 worker department codes setting up 370 Worker EIP 687 worker function codes setting up 370 Worker Function page 370 worker functions assigning 376 worker job codes setting up 371
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PeopleSoft 8.

8 CRM Application Fundamentals PeopleBook

Part 1 Getting Started

PeopleSoft Proprietary and Confidential

Setting Up Integrations...................................................................................... . . . . . . .11 Setting Up PeopleSoft Common Components........................................................... . . . . . . .11

Part 2 CRM Multi-Product Foundation

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Part 3 Business Object Management

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Creating and Editing Search Definitions........................................................................317

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Part 4 Workforce Management

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Part 5 Interactions and 360 Degree Views

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Part 6 Self-Service for Customers

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Part 7 Product and Item Management

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Part 8 Customer, Worker, and Product Integrations

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Glossary of PeopleSoft Terms.............................................................................731

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About This PeopleBook

PeopleSoft Application Prerequisites

PeopleSoft Application Fundamentals

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Obtaining Documentation Updates

Ordering Printed Documentation

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Typographical Conventions and Visual Cues

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Typographical Convention or Visual Cue . . . (ellipses)

[ ] (square brackets) & (ampersand)

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Comments and Suggestions

Common Elements in These PeopleBooks

Description Effective Date

Once, Always, and Dont Run

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Process Monitor Run Request ID User ID SetID

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PeopleSoft CRM Application Fundamentals Preface

Hardware and software requirements

PeopleBook documentation updates PeopleSoft support policy