PeopleSoft 8.8 CRM Application Fundamentals

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.
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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
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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
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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
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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 Contact’s Own Information...... ....... ....... ....... ....... ....... ....... ........ ....... .... .......521
Pages Used to Maintain Contact Information of a Contact...................................................522
Navigating a Contact’s Personal Contact and Address Pages... ... .... ... .... .... ... .... ... .... ...........522
Reviewing Primary Contact Information of a Contact.........................................................522
Maintaining Contact Information of a Contact.. ... ... .. ... ... .. ... ... .. ... .. ... ... .. ... ... .. ... ... .. ..........523
Maintaining Contact’s Addresses................................................................................524
Maintaining a Contact’s Address Book..... ....... ........ ........ ....... ........ ....... ........ ....... ..... .......525
Pages Used to Maintain a Contact’s Address Book. ... .. ... .. ... .. ... .. ... .. ... .. .. ... .. ... .. ... .. ..........526
Navigating a Contact’s Address Book... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... ...........527
Reviewing Customer Addresses.................................................................................530
Reviewing Customer Contacts...................................................................................531
Reviewing Customer’s 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 Consumer’s Contact and Address Information... ... .... ... ... ... .... ... ... ... .... ... ... .. .......538
Pages Used to Maintain a Consumer’s Contact and Address Information. . . . . . . . . . . . . . . . . . . . . . . . ........539
Navigating Consumer Contact and Address Pages...........................................................539
Reviewing a Consumer’s Primary Contact and Address Information.......................................540
Reviewing a Consumer’s Primary Addresses... ... ... ... ... ... ... ... ... ... ... ... .... ... ... ... ... ... ..........541
Selecting a New Primary Address...............................................................................542
Maintaining a Consumer’s Contact Information.. ... .... ... .... .... ... .... ... .... .... ... .... ... .... ...........542
Creating a Consumer Address...................................................................................542
Updating a Consumer Address......... ................ ................ ............... ................ ..........543
Maintaining a Consumer’s Address Book.......................... ......................................... .......544
Pages Used to Maintain Addresses and an Address Book. ... .... ... .... ... .... ... .... ... .... ... ...........545
Navigating a Consumer’s 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.
PeopleSoft Proprietary and Confidential
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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.
You’ll 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, cashier’s 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
Description
Bold
Indicates PeopleCode function names, method names,
language constructs, and PeopleCode reserved words that
must be included literally in the function call.
Italics
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.
Monospace font
Indicates a PeopleCode program or other code example.
? ? (quotation marks)
Indicate chapter titles in cross-references and words that
are used differently from their intended meanings.
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Typographical Convention or Visual Cue
Description
. . . (ellipses)
Indicate that the preceding item or series can be repeated
any number of times in PeopleCode syntax.
{ } (curly braces)
Indicate a choice between two options in PeopleCode
syntax. Options are separated by a pipe ( | ).
[ ] (square brackets)
Indicate optional items in PeopleCode syntax.
& (ampersand)
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.
(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 you’re 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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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
The last date for which a report or process includes data.
Business Unit
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.
Description
Enter up to 30 characters of text.
Effective Date
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.
Once, Always, and Don’t
Run
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 Don’t Run.
Select Always to run the request every time the batch process runs.
Select Don’t Run to ignore the request when the batch process runs.
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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).
Process Monitor
Click to access the Process List page, where you can view the
status of submitted process requests.
Run
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.
Request ID
An ID that represents a set of selection criteria for a report or process.
User ID
An ID that represents the person who generates a transaction.
SetID
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.
Short Description
Enter up to 15 characters of text.
See Also
Using PeopleSoft Applications
PeopleSoft Process Scheduler
xxxvi
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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
Navigation
Application maintenance information
Patches + Fixes
Business process diagrams
Support, Documentation, Business Process Maps
Data models
Support, Documentation, Data Models
Enterprise Integration Point (EIP) catalog
Support, Documentation, Enterprise Integration Point
(EIP) Catalog
Hardware and software requirements
Implement, Optimize + Upgrade, Implementation Guide,
Implementation Documentation and Software, Hardware
and Software Requirements
Installation guides
Implement, Optimize + Upgrade, Implementation
Guide, Implementation Documentation and Software,
Installation Guides and Notes
PeopleBook documentation updates
Support, Documentation, Documentation Updates
PeopleSoft support policy
Support, Support Policy
PeopleSoft Proprietary and Confidential
xxxvii
Preface
Resource
Navigation
Product release roadmap
Support, Roadmaps + Schedules
Release notes
Implement, Optimize + Upgrade, Upgrade Guide,
Upgrade Documentation and Software, Release Notes
Table loading sequences
Implement, Optimize + Upgrade, Implementation Guide,
Implementation Documentation and Software, Table
Loading Sequences
Troubleshooting information
Support, Troubleshooting
Upgrade Documentation
Implement, Optimize + Upgrade, Upgrade Guide
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
xxxviii
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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
PeopleSoft Proprietary and Confidential
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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.
PeopleSoft Proprietary and Confidential
3
Getting Started with PeopleSoft CRM Applications
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.
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Chapter 1
Getting Started with PeopleSoft CRM Applications
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
Reference
1. Define business units and setID’s.
Chapter 2, “Working With Business Units and TableSet
Controls,” page 15
2. Define currency codes.
Chapter 8, “Setting Up Currencies,” page 95
3. Define units of measure.
Chapter 3, “Setting Up General Options,” Setting Up
Units of Measure , page 40
4. Define automatic numbering criteria.
Chapter 3, “Setting Up General Options,” Defining
Automatic Numbering, page 25
5. Define high-level installation options—general options
and default calendar options.
Chapter 3, “Setting Up General Options,” Setting Up
PeopleSoft CRM Application Installation Options, page 30
6. Define countries.
Chapter 3, “Setting Up General Options,” Setting Up
Countries, page 33
7. Define address formats.
Chapter 3, “Setting Up General Options,” Specifying
Address Formats , page 33
8. Define state codes.
Chapter 3, “Setting Up General Options,” Adding State
Codes, page 35
9. Define regions.
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.
Chapter 3, “Setting Up General Options,” Setting Up
Salutation Codes, page 39
11. Define system-wide security options.
Chapter 4, “Setting Up Security and User Preferences,”
Setting System-Wide Security Options, page 49
12. Define row-level security views.
Chapter 4, “Setting Up Security and User Preferences,”
Setting Up Row-Level Security Views, page 50
13. Define row-level security for users.
Chapter 4, “Setting Up Security and User Preferences,”
Defining Row-Level Security for Users, page 52
14. Define user preferences.
Chapter 4, “Setting Up Security and User Preferences,”
Defining User Preferences, page 61
15. Define roles that can access sensitive worker
information.
Chapter 4, “Setting Up Security and User Preferences,”
Defining Roles that can Access Sensitive Worker
Information, page 65
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5
Getting Started with PeopleSoft CRM Applications
Step
16. Define note types.
17. (Optional) Define Verity search collections.
Chapter 1
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.
Chapter 7, “Setting Up and Using SmartViews,” page 87
19. Define navigation links for the Launch page.
Chapter 5, “Setting Up and Using the CRM Launch Page,”
Setting Up Launch Page Links, page 69
20. Set up case auditing.
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
6
Reference
1. Define business object and name types.
Chapter 13, “Defining Control Values for Business
Objects,” Defining Business Object and Name Types,
page 153
2. Define role types and categories.
Chapter 13, “Defining Control Values for Business
Objects,” Defining Role Types and Categories , page 154
3. Define relationship types and categories.
Chapter 13, “Defining Control Values for Business
Objects,” Defining Relationship Types and Categories,
page 158
4. Define contact method uses, types, and purposes.
Chapter 13, “Defining Control Values for Business
Objects,” Defining Contact Method Uses, Types, and
Purposes, page 161
5. Define component transfer navigation.
Chapter 13, “Defining Control Values for Business
Objects,” Defining Component Transfer Navigation
, page 165
6. Define segment codes.
Chapter 13, “Defining Control Values for Business
Objects,” Defining Segment Codes, page 167
7. Define national ID types.
Chapter 13, “Defining Control Values for Business
Objects,” Defining National ID Types, page 169
8. Define industries.
Chapter 13, “Defining Control Values for Business
Objects,” Defining Industries, page 168
9. Define customer data management system options.
Chapter 13, “Defining Control Values for Business
Objects,” Defining Customer Data Management System
Options, page 169
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Chapter 1
Getting Started with PeopleSoft CRM Applications
Step
10. Define collectors.
Reference
Chapter 45, “Managing Enterprise Integration for
PeopleSoft CRM Foundation Objects,” Defining Collector
Codes, page 692
11. Define credit analysts.
Chapter 45, “Managing Enterprise Integration for
PeopleSoft CRM Foundation Objects,” Defining Credit
Analyst Codes, page 693
12. Define support team codes.
Chapter 45, “Managing Enterprise Integration for
PeopleSoft CRM Foundation Objects,” Defining Support
Team Codes, page 693
13. Define market control codes.
Chapter 45, “Managing Enterprise Integration for
PeopleSoft CRM Foundation Objects,” Setting up Market
Control Codes, page 696
14. Define worker locations.
Chapter 3, “Setting Up General Options,” Setting Up
Worker Locations, page 37
15. Define cost categories for workers
Chapter 28, “Setting Up and Maintaining Provider Groups
and Group Members,” Establishing Cost Categories for
Workers, page 385
16. Define provider groups.
Chapter 28, “Setting Up and Maintaining Provider Groups
and Group Members,” Defining Groups, page 387
17. Define provider group members.
Chapter 28, “Setting Up and Maintaining Provider Groups
and Group Members,” Defining Provider Group Members,
page 390
18. Defines schedules for provider groups.
Chapter 28, “Setting Up and Maintaining Provider Groups
and Group Members,” Defining Schedules for Provider
Groups, page 391
19. Define group assignment criteria.
Chapter 28, “Setting Up and Maintaining Provider Groups
and Group Members,” Define Assignment Criteria, page
393
20. Associate competencies with provider groups.
Chapter 28, “Setting Up and Maintaining Provider Groups
and Group Members,” Associating Competencies With
Provider Groups, page 395
21. Define competency rating model.
Chapter 29, “Managing Workforce Competencies,”
Defining Competency Rating Models, page 399
22. Define competency types.
Chapter 29, “Managing Workforce Competencies,”
(Optional) Defining Competency Types, page 400
23. Define competencies.
Chapter 29, “Managing Workforce Competencies,”
Defining Required Competencies, page 400
24. Define competency proficiency levels.
Chapter 29, “Managing Workforce Competencies,”
Defining Competency Proficiency Levels, page 402
25. Define holiday schedule.
Chapter 31, “Defining Holiday Schedules,” page 425
26. Define task types.
Chapter 32, “Using Resource Calendars,” Defining Task
Types, page 431
PeopleSoft Proprietary and Confidential
7
Getting Started with PeopleSoft CRM Applications
Chapter 1
Step
27. Define monthly calendars.
Reference
Chapter 32, “Using Resource Calendars,” Updating
Monthly Calendars, page 431
28. Define daily calendars.
Chapter 32, “Using Resource Calendars,” Updating Daily
Calendars, page 433
29. Configure relationship views.
Chapter 22, “Working With the Relationship Viewer,”
Configuring the Relationship Viewer, page 283
30. Define relationship viewer configuration options.
Chapter 22, “Working With the Relationship Viewer,”
Defining Relationship Viewer Configuration Options,
page 285
31. (Optional) Define additional quick create
information—fields, templates, template groups, and
component interface information.
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.
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.
34. Populate customer and worker records.
•
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
•
Setting Up the Customer 360-Degree View
In this section, we discuss how to set up the customer 360-Degree View.
Step
8
Reference
1. Set up interaction statuses.
Chapter 33, “Working with Interactions,” Setting Up
Interaction Statuses, page 442
2. Define transactions that can be initiated from the
360-Degree View.
Chapter 34, “Setting Up the 360-Degree View,” Defining
Transactions For Use On the 360-Degree View, page 460
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Chapter 1
Getting Started with PeopleSoft CRM Applications
Step
3. Define 360-Degree View tree nodes.
Reference
Chapter 34, “Setting Up the 360-Degree View,” Defining
Tree Nodes, page 462
4. Define the 360-Degree View tree and associate nodes
with the tree.
•
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.
Chapter 34, “Setting Up the 360-Degree View,” Setting Up
Profiles, page 472
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,”
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.
Chapter 34, “Setting Up the 360-Degree View,” Defining
User Links That Appear On the Search Page, page 479
8. Assign the search page used to access the 360-Degree
View.
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
Reference
1. Assign privileges to users.
Chapter 4, “Setting Up Security and User Preferences,”
Assigning Privileges to Users, page 55
2. Assign privileges to roles.
Chapter 4, “Setting Up Security and User Preferences,”
Assigning Privileges to Roles, page 56
3. Define guest users.
Chapter 4, “Setting Up Security and User Preferences,”
Setting Up Guest Users, page 57
4. Define business user registration.
Chapter 4, “Setting Up Security and User Preferences,”
Registering Business Users, page 59
5. Define multiple self service sites.
Chapter 36, “Setting Up Customer Self-Service,” Setting
Up Multiple Self-Service Sites, page 500
6. Define user registration features.
Chapter 36, “Setting Up Customer Self-Service,” Setting
Up User Registration Features, page 501
7. Define subjects, topics, email templates, and workflow
for the Contact Us self-service feature.
Chapter 36, “Setting Up Customer Self-Service,” Setting
Up Contact Us Features, page 501
8. Define product registration.
Chapter 36, “Setting Up Customer Self-Service,” Setting
Up Product Registration, page 503
PeopleSoft Proprietary and Confidential
9
Getting Started with PeopleSoft CRM Applications
Chapter 1
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
10
Reference
1. Define units of measure for items.
Chapter 3, “Setting Up General Options,” Setting Up Units
of Measure for Items, page 40
2. Define item control values—item families, item groups,
stock types, item number controls.
Chapter 39, “Defining Items,” Defining Item Control
Values , page 562
3. Populate items.
Chapter 39, “Defining Items,” Defining and Maintaining
Items, page 564
4. (Optional) Define additional units of measure for
item transactions.
Chapter 39, “Defining Items,” Associating Items With
Units of Measure, page 569
5. Define item assemblies.
Chapter 40, “Working With Item Assemblies,” Defining
Item Assemblies, page 573
6. Define product installation options.
Chapter 42, “Setting Up Products,” Defining Product
Installation Options, page 593
7. Define default installed product rules.
Chapter 42, “Setting Up Products,” Setting Up Default
Installed Product Rules, page 594
8. Define product groups.
Chapter 42, “Setting Up Products,” Establishing Product
Groups, page 594
9. Define product categories.
Chapter 42, “Setting Up Products,” Defining Product
Categories, page 596
10. Define product brands.
Chapter 42, “Setting Up Products,” Defining Product
Brands, page 596
11. Define competitor codes.
Chapter 42, “Setting Up Products,” Setting up Competitor
Codes, page 597
12. Define product relations codes.
Chapter 42, “Setting Up Products,” Defining Relations,
page 597
13. Populate product and installed product records.
•
Chapter 42, “Setting Up Products,” Defining Products,
page 599
•
Chapter 44, “Tracking Installed Products,” page 655
14. Define product unit of measures.
Chapter 42, “Setting Up Products,” Assigning Product
Unit of Measure, page 609
15. Define package components.
Chapter 42, “Setting Up Products,” Defining Package
Components, page 610
16. Define product prices.
Chapter 42, “Setting Up Products,” Establishing Product
Prices, page 614
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Chapter 1
Getting Started with PeopleSoft CRM Applications
Step
17. Define product relationships.
Reference
Chapter 42, “Setting Up Products,” Defining Product
Relationships, page 619
18. Define product notes.
Chapter 42, “Setting Up Products,” Defining Product
Notes, page 622
19. Define pricing rules.
PeopleSoft Enterprise Pricer for CRM PeopleBook
20. Define product catalog.
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
3. Define product data integrations.
Chapter 45, “Managing Enterprise Integration for
PeopleSoft CRM Foundation Objects,” Integrating Product
Information, page 699
Setting Up PeopleSoft Common Components
In this section, we discuss how to set up PeopleSoft Common Components.
PeopleSoft Proprietary and Confidential
11
Getting Started with PeopleSoft CRM Applications
Step
12
Chapter 1
Reference
1. Define market rate index.
PeopleSoft Enterprise Components PeopleBook
2. Define market rates.
PeopleSoft Enterprise Components PeopleBook
3. Define market rate definition.
PeopleSoft Enterprise Components PeopleBook
4. Define exchange rate details.
PeopleSoft Enterprise Components PeopleBook
5. Purchase Cybersource Internet Commerce Suite
version 2.
PeopleSoft Enterprise Components PeopleBook
6. Set up the credit card interface.
PeopleSoft Enterprise Components PeopleBook
7. Set up datasets to implement data distribution.
PeopleSoft Enterprise Components PeopleBook
8. Set up the enterprise integration repository rules.
PeopleSoft Enterprise Components PeopleBook
9. Define enterprise integration points (EIPs).
PeopleSoft Enterprise Components PeopleBook
10. Set up sender/receiver details.
PeopleSoft Enterprise Components PeopleBook
11. Populate the enterprise integration repository
PeopleSoft Enterprise Components PeopleBook
12. Configure enterprise integration security.
PeopleSoft Enterprise Components PeopleBook
13. Set up the PeopleSoft Data Transformer.
PeopleSoft Data Transformer PeopleBook
PeopleSoft Proprietary and Confidential
PART 2
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 you’ve 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.
PeopleSoft Proprietary and Confidential
15
Working With Business Units and TableSet Controls
Chapter 2
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 unit’s 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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Chapter 2
Working With Business Units and TableSet Controls
You monitor a business unit’s operations by reporting on that business unit’s activities. For
example, in PeopleSoft Support and PeopleSoft HelpDesk, the Manager’s 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. There’s 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 doesn’t 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 applications—you 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
HelpDesk
BU
HelpDesk
Rec Group SetID
RC_03
RC_04
RC_07
HDESK
SHARE
SHARE
Case Type
RC_03
Case Problem
Attributes
Category
BU
Support US
Support US
Rec Group SetID
RC_03
RC_04
RC_07
BU
Support EUR
SUPRT
SHARE
SHARE
Support EUR
Rec Group SetID
RC_03
RC_04
RC_07
SUPRT
SHARE
EUR01
RC_04
Case Impact
Attributes
Priority
Severity
Your SetIDs
Setup Table Values
Case Type
SetID Value
SUPRT Problem
Service Order
RMA
HDESK Problem
Change Req
Category
SetID Value
SUPRT Dishwashers
Refrigerators
HDESK Hardware
Software
Priority
SetID Value
SHARE Low
Standard
High
SetIDs
SetID
SUPRT
SetID
HDESK
SetID
SHARE
Critical
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 table—once
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
Object Name
Navigation
Usage
Create a business unit and
its default setID.
Call Center Definition,
FieldService Definition,
Marketing Definition,
Order Capture Definition,
Quality Definition, or Sales
Definition
BUS_UNIT_RC1,
BUS_UNIT_RF1,
RA_BUS_UNIT_TBL,
BUS_UNIT_RO1,
RQ_BUS_UNIT_TBL,
RSF_BUS_UNIT_TBL
Set Up CRM, Business Unit
Related, [application name]
Definition
TableSet Control
SETID_TABLE
PeopleTools, Utilities,
Create a setID.
Administration, TableSet IDs
Record Group
SET_CNTRL_TABLE1
PeopleTools, Utilities,
Administration, TableSet
Control
Review and modify a
business unit’s TableSet
control (which setID is used
for which record group).
Record Group
REC_GROUP_TABLE
PeopleTools, Utilities,
Administration, Record
Group, Record Group
Review the records that are
included in a record group.
Defining TableSet Controls
When defining a business unit’s 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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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 aren’t 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
Object Name
Navigation
Usage
Auto Numbering
AUTO_NUM_PNL
Set Up CRM, Common
Definitions, Codes
and Auto Numbering,
Automatic Numbering, Auto
Numbering
Define automatic numbering
for objects that use
numbering rules.
Last Number Setup
RC_LAST_NBR_TYPE
Set Up CRM, Common
Definitions, Codes and Auto
Numbering, Last Numbers,
Last Number Types
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
Displays the type of object whose rules you are setting up.
Field Name
Displays the field where the number is stored—for most objects,
this is the object identifier. The system enters the appropriate field
name based on the number type
Length
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.
Start Seq (start sequence)
Enter a prefix that is to be placed in front of the number. The prefix
can contain up to three alphanumeric characters.
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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)
Enter the maximum length of the number. This cannot exceed
the length of the field.
Last Number Issued
Enter the last number issued. Automatic numbering begins
with the next number.
Default?
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.
Record (Table) Name and
Field Name
Displays the table and field name of the object.
Last Number
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.
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
30
Navigation
Usage
General Options
RB_INSTALLATION
Object Name
Set Up CRM, Install,
Installation Options, General
Options
Identify the applications you
are using and enter other
general options.
Calendar Options
RF_INSTALLATION
Set Up CRM, Install,
Installation Options,
Calendar Options
Alt Character
ALT_CHAR_PNL
Set Up CRM, Install,
Installation Options, Alt
Character
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.
Anonymous Object
RB_ANON_BUS_OBJECT
Set Up CRM, Install,
Installation Options,
Anonymous Object
Set up an anonymous
business object.
HRHD EIP Options
RC_HR_INSTALLATION
Set Up CRM, Install,
Installation Options, HRHD
EIP Options
Select enterprise integration
points (EIPs) that support
particular business processes
and applications.
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Setting General Options
Access the General Options page.
General Options page
PeopleSoft Products
Displays the names of the applications that have been installed in the database.
Country
Select the country code for your installation.
Exchange Rate Type
Enter the exchange rate that you are using for this PeopleSoft installation.
Collector/Credit Analyst
Req. (collector/credit analyst
required)
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.
Geo Code Integration
This is used for the CRM Government product for ESRI integration.
Use Only Evaluation Type
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.
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
Select the check box for each standard workday.
Start Time and End Time
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
Object Name
Navigation
Usage
Country Description
COUNTRY_DEFN
Set Up CRM, Common
Definitions, Location,
Country, Country
Description
Add or review country
definitions.
Address Format
ADDR_FORMAT_TABLE
Set Up CRM, Common
Definitions, Location,
Country, Address Format
Configure fields and
field descriptions so that
addresses conform to the
customary address format
and conventions of the
specified country.
State
STATE_DEFN
Set Up CRM, Common
Definitions, Location, State
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.
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)
Enter the value-added tax registration ID.
EU Member State
(European Union member
state)
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.
Label
Enter field labels to configure the address format so that it conforms to
the country’s 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.
Postal Search
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.
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 group’s 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
Select Active or Inactive.
Region Type
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.
Region Hierarchy
Displays the entire regional hierarchy, including the current region. .
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
Object Name
Navigation
Location Definition
LOCATION_TBL
Set Up CRM, Common
Definitions, Location,
Location, Location
Definition
Location Detail
LOCATION_TBL2
Set Up CRM, Common
Definitions, Location,
Location, Location Detail
Location Timezone
RB_LOC_TIMEZONE
Set Up CRM, Common
Definitions, Location,
Location Timezones,
Location Timezone
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.
Defining Locations
Access the Location Definition page.
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Location Definition page
Status
Select the status of this record as of the associated effective
date: Active or Inactive.
Country
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.
In City Limit
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
Enter the name of the person whose name should appear in the Attention
field for correspondence for the location.
Location Detail
Enter descriptive text about the location.
Associating Time Zones With Locations
Access the Location Timezone page.
Location Timezone Page
SetID
Select the setID for the locations that you want to view.
Location Code
Enter a full or partial location code for the locations that you want to view.
Show Unassigned Rows
Only
Select if you want to view only locations without a time zone.
Search
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
PeopleSoft Proprietary and Confidential
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 system’s 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
Where Implemented
Function
Network
Network software
Controls entry into the network
and authorizes rights to use shared
resources.
Relational database management
system (RDBMS)
Operating system
Controls access to the database.
User
PeopleTools
Controls access to application pages,
functions, and business components.
Object
PeopleTools
Controls access to objects or
object groups used in application
development.
Query
PeopleTools
Defines the set of table rows a user
can access while making system
queries.
Row-level
PeopleTools and PeopleSoft
applications
Restricts access to a subset of data
rows within tables to which the user
has authority.
Permission list level
PeopleSoft applications
Enables PeopleSoft application
security.
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
Role of User ID
Row-Level Security
No security
The user ID is not linked to a role.
Not applicable. All users can access
every object because you have not
implemented security.
User-level security
The user ID is not linked to a role.
Defined in the application by key
field security.
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.
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.
Permission list level security
All users in a permission list have
the same level of security.
Users are limited to the key fields
specified by the permission list
assigned to their user IDs.
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
user’s 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
Password
Roles
SYSADM
SYSADM
System administrator, manager,
employee
EMPL
EMPL
Generic employee
MGR
MGR
Generic manager
PeopleSoft HelpDesk and PeopleSoft Support User IDs
User ID
44
Password
Roles
CCAG
CCAG
Call center agent (PeopleSoft
Support)
CCDIR
CCDIR
Call center director
CCMGR
CCMGR
Call center manager, manager,
employee
CCSPEC
CCSPEC
Call center specialist, employee
HELPAA
HELPAA
Help desk applications
administrator, employee
HELPAG
HELPAG
Help desk agent, employee
HELPMGR
HELPMGR
Help desk manager, employee,
manager
SOLTNMGR
SOLTNMGR
Solution manager, employee
SUPPAA
SUPPAA
Support applications administrator,
employee
TECHSPEC
TECHSPEC
Technical specialist, employee
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PeopleSoft FieldService User IDs
User ID
Password
Roles
DISPATCH
DISPATCH
Dispatcher, employee
DOCMGR
DOCMGR
Document manager, employee
DVLENG
DVLENG
Development engineer, employee
ENGMGR
ENGMGR
Engineering manager, employee
FSAA
FSAA
Field service applications
administrator, employee
FSAG
FSAG
Field service agent, employee
FSENG
FSENG
Field service engineer, employee
FSMGR
FSMGR
Field service manager, employee,
manager
FSPART
FSPART
Field service partner, employee
INVAG
INVAG
Inventory agent, employee
INVMGR
INVMGR
Inventory manager, employee,
manager
PRODMGR
PRODMGR
Product manager, employee
PURCHAG
PURCHAG
Purchasing agent, employee
RECAG
RECAG
Receiving agent, employee
TECHSUP
TECHSUP
Technical support, employee
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PeopleSoft CRM for Financial Services User IDs
User ID
Password
Roles
FSIACTMGR
FSIACTMGR
PeopleSoft CRM for Financial
Services account manager,
employee, manager
FSIADMIN
FSIADMIN
PeopleSoft CRM for Financial
Services administrator, employee
FSIAGENT
FSIAGENT
PeopleSoft CRM for Financial
Services, employee
FSIS
FSIS
PeopleSoft CRM for Financial
Services self service, employee
PeopleSoft Interaction Management User IDs
User ID
UNIVREP
Password
UNIVREP
Role
Universal contact (PeopleSoft
Interaction Management), employee
PeopleSoft Marketing User IDs
User ID
46
Password
Roles
CAMPMGR
CAMPMGR
Campaign manager, employee
MKTAA
MKTAA
Marketing applications
administrator, employee
MKTANAL
MKTANAL
Marketing analyst, employee
MKTCRT
MKTCRT
Marketing creative, employee
MKTMGR
MKTMGR
Marketing manager, employee,
Manager
MKTRES
MKTRES
Marketing researcher, employee
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User ID
Password
Roles
SRVCONA
SRVCONA
Service contract administrator,
employee
SYSADM
SYSADM
System administrator, employee
TELAG
TELAG
Telemarketing agent, employee
TELFFLAG
TELFFLAG
Telemarketing fulfillment agent,
employee
TELMGR
TELMGR
Telemarketing manager, employee,
manager
TELSLSREP
TELSLSREP
Telemarketing sales representative,
employee
PeopleSoft Sales User IDs
User ID
Password
Roles
SLSREP
SLSREP
Inside sales representative,
employee
FLDSLSREP
FLDSLSREP
Field sales representative, employee
SLSMGR
SLSMGR
Sales manager, employee
LDQUAL
LDQUAL
Lead qualifier, employee
SLSAA
SLSAA
Sales applications administrator,
employee
SLSMGR
SLSMGR
Sales manager, employee, manager
CHSLSMGR
CHSLSMGR
Channel sales manager, employee
WAPC
WAPC
Wireless Application Protocol
(WAP) core
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PeopleSoft Order Capture
User ID
Password
Roles
OCADMIN
OCADMIN
Order capture administrator
OCMGR
OCMGR
Order capture manager
OCREP
OCREP
Order capture representative
PeopleSoft Order Capture Self Service
User ID
Password
Roles
GUEST
GUEST
Guest
CPSS
CPSS
Consumer (B2C)
CPCUST
CPCUST
Customer (B2B)
CPBRKR
CPBRKR
Broker
CPSS2
CPSS2
Consumer (B2C)
CPCUST2
CPCUST2
Customer (B2B)
CPBRKR2
CPBRKR2
Broker
PeopleSoft Quality User IDs
User ID
48
Password
Roles
QASPEC
QASPEC
Quality assurance (QA) specialist,
employee
QAAA
QAAA
Quality applications administrator
employee
QAMGR
QAMGR
Quality manager, employee,
manager
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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
Object Name
Navigation
Usage
Security Options
SECURITY_OPTIONS
Set Up CRM, Security,
Security Options
Select the type of security
to implement—user or
role—and the key fields
controlled by the security
settings.
Apply Security Setup
APPLY_SECURITY
Set Up CRM, Security,
Apply Security Setups
Initiate the process that
activates the selected
security options.
Selecting System-Wide Security Options
Access the Security Options page.
Security Options page
Type of Security
No Security
PeopleSoft Proprietary and Confidential
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.
Permission List Level
Security
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.
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.
Setid
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.
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
Security Type
NONVW
No security.
OPRVW
User security.
CLSVW
Permission list security.
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.
Type
Select the type of field—setID or business unit—that the security view affects.
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
BU by User ID
SetID by Perm List
SetID by User ID
Object Name
SEC_BU_CLS
SEC_BU_OPR
SEC_SETID_CLS
SEC_SETID_OPR
Navigation
Usage
Set Up CRM, Security, Unit
Classes
Grant access to a business
unit using a permission list.
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
Grant access to a business
unit using a user ID.
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
Grant access to a TableSet
using a permission list.
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
Object Name
Navigation
Usage
Privileges Code
RB_SRTY_PRIV
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
Assign User Privileges
RB_SRTY_PRIV_DELTA
Assign Role Privileges
RB_SRTY_PRIV_DFLT
Set Up CRM, Security,
Self-Service, Role Privileges
Assign privileges to roles.
User Registration
RX_GUEST_TEMPLATE
Set Up CRM, Security,
Self-Service, User
Registration
Register users.
Business User Registration
RX_REP_REG_TABLE
Set Up CRM, Security,
Self-Service, Business User
Registration
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
54
Description
Usage
Is Amount
Associated?
ORDERSAVE
Save orders.
Enable users to save
orders. (The button is
available or unavailable.)
No
QUOTESAVE
Save quotes.
Enable users to save
quotes. (The button is
available or unavailable.)
No
ADDRMAINT
Maintain existing address.
Enable users to update
existing addresses. (The
button is available or
unavailable.)
No
ADDRMAINTCNT
Maintain existing contact.
Enable users to update
existing contacts.
No
ADDRNEW
Add new address.
Enable users to add new
addresses. (The button is
available or unavailable.)
No
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Privilege Code
Description
Usage
Is Amount
Associated?
ADDRNEWSITE
Convert address to Site.
Enable users to convert
the address to Site. (The
button is available or
unavailable.)
No
ADDRNEWCNTCT
Add new contact person.
Enable users to add a
new contact person. (The
button is available or
unavailable.)
No
NEWACCT
Create new account.
Enable users to create a
new account.
No
VIEWALLORDRS
View all orders.
Enable users to view all
orders placed by others
with an amount less than
the amount specified.
(The rows are available or
unavailable.)
Maybe
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.)
You can use the operator
code for less than (<) or
less than or equal to (<=)
to include a dollar amount.
VIEWALLQUOTS
View all quotes.
You can use the operator
code for less than (<) or
less than or equal to (<=)
to include a dollar amount.
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 contact’s 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 contact’s role can submit a
quote, but you want to revoke a particular contact’s 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
Enter the business contact’s name and the privilege code.
Revoke
Select to revoke a privilege.
Operator and Amount
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.
Message Set Number and
Message Number
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.
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
Use this field if you have transactions for which data filtration
is based on an amount.
Message Set Number and
Message Number
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
58
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.
Max Registrations Allowed
Enter the number of users that you allow to register with this
specific company code.
Assign contact Roles
Select the Sold To, Bill To, or Ship To values to establish the capacity
of the business user representing the company.
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 FieldÞ
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_Þ
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 customer’s business object ID. The privilege code
is CUSTORDAMT, which is your defined custom privilege code. &numAmount is the amount of the
customer’s 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
Object Name
User Preferences - Overall
Preferences
OPR_DEF_TABLE_RB1
User Preferences - Call
Center Preferences
OPR_DEF_TABLE_RC
User Preferences - Sales
Preferences
OPR_DEF_TABLE_RSF
Navigation
Usage
Set Up CRM, Security,
User Preferences, Overall
Preferences
Set Up CRM, Security, User
Preferences, Call Center
Preferences
Define overall preferences
for a specified PeopleSoft
user.
Define preferences for call
center agents and other users
of the Case component.
Set Up CRM, Security,
User Preferences, Sales
Preferences
Define preferences for sales
representatives.
Defining Overall Preferences
Access the Overall Preferences page.
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Overall Preferences page
Business Unit
Select the user’s 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 system’s default order capture business
unit controls the user’s 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.
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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.
As of Date
Select the default date to be used as the as of date when running
date-driven reports and processes.
Localization Country
Select the country code for the localization country.
Requester
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.
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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).
Company Name
For self-service users who can represent multiple companies, enter the
company whose data appears when the contact first signs in.
Market
A self-service user’s preferred market determines what data is available
when the user signs in to the self-service site.
Alternate Character
Enabled
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.
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
Select the user’s default PeopleSoft HelpDesk business unit. This determines
the default business unit in the Case Search page in PeopleSoft HelpDesk.
Support
Select the user’s default PeopleSoft Support business unit. This determines the
default business unit in the Case Search page in PeopleSoft Support.
Self-Service Help Desk and
Self-Service 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 customer’s 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.
Auto execute saved search?
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.
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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
This is the assigned business unit.
Tree Name
This is the default Sales Territory Tree that the Sales user can be assigned to
Assignment Group
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 doesn’t 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.
Confidential Information
Select this check box to enable the role to have access to the following worker
fields: Gender, DOB, Age, National ID, and Employee Status.
Home Contact Methods
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.
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CHAPTER 5
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 user’s 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 that’s 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
Object Name
Navigation
Usage
Launch Page Setup
RB_LAUNCHPAGE_CFG1
Set Up CRM, Common
Definition, Launch Page
Setup
Select roles and assign
priorities to each role.
Details for Roles
RB_LAUNCHPAGE_CFG
Set Up CRM, Common
Definition, Launch Page
Setup Click on the View
Detail link
Modify the existing links or
define additional links for
the Launch page.
Defining Single-Role Launch Pages
Access the Launch Page Setup page.
Launch Page Setup page
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Priority
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.
View or Edit Details
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
Displays the order of the portal object.
Portal Object Name
Lists the content references to connect to.
Image Name
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
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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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CHAPTER 6
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
Parent Component
PROD_ATT
Product (has attachments but no notes)
RA_CAMPAIGN_NOTE, RA_CM_NOTE_SUMRY,
RA_CM_ATCH_SUMRY
Campaign Detail
RA_CONTENT_NOTE, RA_CNT_NOTE_SUMRY
Manage Content (has notes but no attachments)
RA_LIST_NOTE, RA_LST_NOTE_SUMRY
List Detail (has notes but no attachments)
RA_OFFER_NOTE, RA_OFR_NOTE_SUMRY
Maintain Offer (has notes but no attachments)
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Object Name
Parent Component
RC_CASE_NOTE
Case (PeopleSoft Support and HelpDesk)
RC_CASE_RSLN_NOTE
Resolution (PeopleSoft Support and HelpDesk)
RC_SOLN_NOTES
Solution
RD_COMPANY_NOTE
Company
RD_PERSON_NOTES,
Consumer, Representative, and Worker
RD_SITE_NOTE
Site
RD_SITE_NOTE_2
RE_NOTES, RE_NOTE_SUMMARY
Self-service order
RF_RMA_NOTE
RMA Form
RF_SO_NOTE
Service Order
RF_SERVICE_NOTE
Service
RO_NOTE
Orders and quotes
RQ_DEFECT_NOTE, RQ_DEF_NOTE_SUMRY,
RQ_DEF_ATCH_SUMRY
Defect
RQ_FIX_NOTE, RQ_FIX_NOTE_SUMRY,
RQ_FIX_ATCH_SUMRY
Fix
RSF_LEAD_NOTE
Sales Lead Details
RSF_OPP_NOTE
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
Source of Valid Note Types
Business objects: Company, Consumer, Representative,
and Site
Note Type page (BC_NOTETYPE_TBL), found under
Set Up CRM, Common Definitions, Notes
Case and Solution
Case and Solution Note Type page (RC_NOTETYPE),
found under Set Up CRM, Common Definitions, Notes
Order/Quote
Order or Quote Capture Notes page (RO_NOTE), found
under Orders and Quotes, Search Order and Quotes,
Notes
Campaign Detail
Translate (xlat) table.
Other objects
Notes for other objects do not include a Note Type field.
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 note’s
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 system’s 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
Navigation
Usage
Set Up CRM, Common
Definitions, Notes
Define note categorization
codes that you can reference
on the notes pages available
in the Company, Consumer,
Site, Representative, and
Worker components.
Case and Solution Note Type RC_NOTETYPE
Set Up CRM, Common
Definitions, Notes
Define note categorization
codes that you can reference
on the notes pages available
in the Case and Solution
components.
Product Note Type
Set Up CRM, Common
Definitions, Notes
Define note categorization
codes that you can reference
on the notes pages available
in the Product components.
BC_NOTETYPE_TBL
NOTE_TYPE
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
Object Name
Navigation
Usage
Standard Note
STD_NOTE
Set Up CRM, Common
Definitions, Notes
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
Enter the date on which a table row becomes effective.
Status
Indicates whether a row in a table is Active or Inactive.
Description
Enter up to 256 characters of text .
Search Key Words
Creates a report that lists all notes that contain certain key words.
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Print On Document
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Not applicable to standard notes.
Creating Product Notes
Access the Product Notes page.
Product Notes page
Effective Date
Enter the date on which a table row becomes effective.
Status
Indicates whether a row in a table is Active or Inactive.
Descriptions
Enter up to 256 characters of text .
Search Key Words
Creates a report that lists all notes that contain certain key words.
Print On Documents
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
Click to access the notes summary view.
Summary of Attachments
Click to access the attachments summary view. This functionality
is not available in all components.
Notes
Notes appear in reverse chronological order.
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Added
Displays the date and time when the note was added and the name
of the person who added the note.
Summary
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.
Details
Enter the full text of the note.
Note Type
Select a classification for the note. Values are defined differently depending on
the parent object. This functionality is not available in all components.
Add Note or Attachment
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.
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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 resolution’s
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
Displays whether the note was created by an internal user by a self-service user.
Customer and Contact
In PeopleSoft Support cases, when the note relates to an interaction
with a customer, identify the customer and contact.
Employee Contact
In PeopleSoft Support cases, when the note relates to an interaction
with another worker, identify that worker.
Note Contact
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 file’s 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.
Description
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.
Delete
Click to delete the attachment. Deleting an attachment removes the reference
to the attachment and deletes the file from the server.
Attach a File
Click this button to add a new attachment.
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
Click to view the note details.
Email Selected Notes
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 attachment’s 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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CHAPTER 7
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 doesn’t 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
Object Name
Navigation
Usage
Model Definition
CR_INSTALL_OPT_GEN
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.
Query Definition
CR_INSTALL_SEQ_GEN
Data Source Definition
CR_INSTALL_CON
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.
Setting Up PeopleSoft Business Analysis Modeler Web Defaults
Access the Model Definition page.
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Model Definition page
Model Name
Displays the object name of the PeopleSoft Business Analysis Modeler model.
Description
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.
Ping BAM Server
Click to test connectivity to the PeopleSoft Business Analysis Modeler
gateway; a message appears that indicates the link status.
Web Server Defaults
Model Template
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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].
Xml Start File
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.
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
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.
Import Map Name
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.
Query Bind Details
Displays a list of query binds. This is system data for delivered
SmartViews, and you should not change it.
Setting up PeopleSoft Business Analysis Modeler Connectivity
Access the Data Source Definition page.
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Data Source Definition page
OpenQuery Connect String
Displays the OpenQuery connect string. This is a required field. This is
system data for delivered SmartViews, and you should not change it.
Application Server Name
Displays the application server name where you run the SmartView. You
must define this at implementation time for every SmartView model.
It’s critical that you configure at least one Application Server domain to
support PeopleSoft Business Analysis Modeler SmartView reporting.
See the installation documentation for details.
Port Number
Displays the port number for the application server where
you run the SmartView.
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CHAPTER 8
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.
Page Element
Rate Quotation Basis
Value (for RUR to BRL)
Reciprocal Value (for BRL
to RUR)
Direct
Indirect
Indirect
Direct
Quote Units
Any valid value
Same value
Rate Decimal Positions
4 (default value)
Same value
Auto Reciprocate
Yes
Yes
No
No
Yes
Yes
No
No
Reference Currency
Any valid value
Same value
Primary Visual Rate
From - To (RUR - BRL)
From - To (BRL - RUR)
From - Reference (RUR - USD)
Reference - To (USD - RUR)
Reference - To (USD - BRL)
From - Reference (BRL - USD)
Yes
Yes
No
No
From - Reference (RUR - USD)
Reference - To (USD - RUR)
Reference - To (USD - BRL)
From - Reference (BRL - USD)
Triangulate
Cross-Rate Allow Override
Cross-Rate Recalculate
Setting Up Currencies
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
Currency Quotation Method CURR_QUOTE_PNL
Navigation
Usage
Set Up CRM, Common
Definitions, Currency,
Currency Code
Use the Currency Code
page to add or update a
currency code.
Set Up CRM, Common
Definitions, Currency,
Currency Quotation Method
Use the Currency Quotation
Method page to set up
and maintain a currency
quotation method for each
from currency and to
currency pair.
Setting Up Currency Codes
Access the Currency Code page.
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Effective Date
Date on which a table row becomes effective; the date that an action begins.
Status
Select Active or Inactive.
Description
Freeflow text of up to 36 characters that describes the currency type.
Currency Symbol
Although PeopleSoft delivers many currencies with a currency symbol—such
as $ for Australian dollar—you have the option to enter new symbols for
various delivered currencies or for currencies that you add.
Country
Country code for the currency.
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Decimal 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).
Scale Positions
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
Date that the row in the table becomes effective.
Status
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
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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.
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Triangulate
Select this check box to have the system convert two currencies through
a third currency (the reference currency).
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.
Primary Visual Rate
Select which of these three rates is the primary rate—the one that
will appear on primary pages and reports.
Allow Override
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.
Recalculate
Select the method for recalculation.
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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
The currency exchange is based on the amount that you enter. The current
exchange rate is set up on the Market Rates page.
From Currency Code
The currency that you are exchanging from.
To Currency Code
The currency that you are exchanging to.
Exchange Rate Type
The exchange rate type.
Effective Date
Date on which a table row becomes effective; the date that an action begins.
Converted Amount
The system automatically calculates the amount in this field
when you save the page.
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CHAPTER 9
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 don’t 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
Description
RX_CATSRCH_VW
Product catalog.
RX_CATSRCH2_VW
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
Description
RC_CASE
Call center cases.
RC_ERROR_TBL
Call center error records.
RC_PST_VW
Troubleshooting scripts.
RC_SOLUTION
Solutions.
RC_SOLPRSRCH_VW
A view of solutions that enables the agent-facing version
of Solution Advisor for cases to filter solutions based on
related products.
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
Description
Inbound emails.
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 it’s 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 server’s
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
Object Name
Navigation
Usage
Search Index Template
RB_SRCHIDX_TMPL
Set Up CRM, Utilities,
Search, Search Index
Template, Search Index
Template
Specify records and fields
to include in the search
collection.
Template Menu
RB_SRCHIDX_TMPL2
Set Up CRM, Utilities,
Search, Search Index
Template, Template Menu
Delete Confirmation
RB_DEL_CONFIRM
Click the Delete Index
Template link on the Search
Index Template page.
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.
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
Displays the collection that the search index template is associated with.
Record (Table) Name
Displays the record (a table or view) with the data that is to
be added to the collection.
SQL Stmt (SQL statement)
Enter an optional Where clause to limit the data accessed when
the collection is build.
Attachment Record
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
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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.
Delete Index Template
Click this link to display the Delete Confirmation page, where you can
confirm deletion of the current search index template.
Identifying the Detail Page for Universal Search Tool Results
Access the Template Menu page.
Template Menu page
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Menu Name, Menu Bar
Name, Item Name, and
Page Name
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.
Action
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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Setting Up and Using Search Collections
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
Object Name
Navigation
Usage
Search Settings
RB_SRCH_PARMS
Set Up CRM, Utilities,
Search, Search Settings,
Search Settings
Identify the JobSet used to
build a collection.
Build Search Collection
RB_SRCH_RUN_INDEX
Set Up CRM, Utilities,
Search, Build Search
Collection, Build Search
Collection
• Create a run control for the
Build Collection process.
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
Define a Process Scheduler
job.
Job Definition
PRCSJOBDEFN
Schedule JobSet Definition
SCHDLDEFN
Schedule JobSet Items
SCHDLITEM
Search Query Test
RB_SEARCH_DEMO
• Run the Build Collection
process.
Define a Process Scheduler
JobSet.
Define items in a JobSets.
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
The page has a row of data for each of the search collections:
CRM_RB_ERMS, CRM_RB_SRCHDB, and CRM_RB_PRODCAT.
Aging Interval in Days
This option is not used in PeopleSoft CRM searches.
Optimize Frequency
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.
Usage Increment and
Usage Decrement
PeopleSoft does not use these settings to manage usage counts. Solution
usage counts are based on actual associations with cases.
Schedule Name and Job
Name
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
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
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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 Don’t Run.
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Always
Select to execute the request every time that the background process runs.
Don’t Run
Select to ignore the request when the background process runs.
Database and Collection Information
Request ID and Description
Enter descriptive information about the run control parameters.
Collection Directory
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
Select if Windows NT is your server operating environment.
UNIX and $PS_Home
Directory
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
Select this option to run the Build Collection process in Create mode. The
process creates a new search collection and overwrites the existing one.
Reset Usage Count/Date
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
116
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.
Single Language and
Language Code
Select to create a collection for only the language code that you select.
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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
you’re 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
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Search Collection Same
Select the collection to test.
Parser
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.
Search Using Verity
Scoring
Click this button to view the results sorted according to the Verity
internal scoring algorithms.
Search Using Usage
Scoring
Click this button to view the results after they have been resorted using
the usage count and last usage date/time calculations.
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 you’re looking for—values
are based on the objects for which you have defined search index templates.
Once you’ve 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 record’s 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.
BETWEEN
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.
ENDS
The value that you enter matches the final characters of
the field value.
IN
You enter a comma-delimited series of values, and the
system finds field values that match any one of the values
you entered.
LIKE
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.
STARTS
The value that you enter matches the first characters of
the field value.
CONTAINS
The word or phrase that you enter is embedded within the
field that you are searching.
SUBSTRING
The word, phrase, or partial word that you enter is
embedded within the field that you are searching.
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.
Search
Enter record-level search text.
Display
Select the number of rows of data to appear in the Search Results
grid. You can select 10, 25, 50, 75, 100, or 250.
Search Type
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.
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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.
Search Tips
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.
Additional Search Information
This group box lists the fields in the record’s search index so that you can enter field-specific search criteria.
Field
If there are multiple labels defined for a field, the default label appears.
Operator
Select one of the following search operators: <, <=, <>, =, >, >=,
BETWEEN, CONTAINS, ENDS, IN, LIKE, STARTS, or SUBSTRING.
Search Text
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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CHAPTER 10
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 records—the 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
A description of the auditing rules.
Audit Record Name
The record where the system stores information about data changes. The
structure of this record determines which fields get audited.
Record (Table) Name
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.
Delete
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.
Show Field Label
Select to have the Audit Trail page display the field labels rather than the
field’s object name. For example, if you’re 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.
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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 options—sell to, ship to, or bill to options—that 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 methods—mailing addresses, email addresses, telephone numbers,
and pager numbers—for 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
Organization
Type Data
Basic Data Tables EIP
XML Request Messages:
BO_BASIC_ORG
BO_BASIC_IND
BO_BASIC_IND
Individual Type
Data
BO_BASIC_DBO
XML Response Message:
BO_BAS_RES
PeopleSoft
BORM
Components
and
Extermal Data
Import
Component
Transactional
Summary Data
BO
BORM
All tables in the
BORM
Basic Data Tables Process Flow
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 can’t 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 you’ll 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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Chapter 12
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 Person’s 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 haven’t 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
Object Name
Navigation
Usage
Installation Options - Alt
Character
ALT_CHAR_PNL
Set Up CRM, Install,
Installation Options, Alt
Character
Determine the alternate
characters the system uses
for a specific language code.
User Preferences - Overall
Preferences
OPR_DEF_TABLE_RB1
Set Up CRM, Security,
User Preferences, Overall
Preferences
To enable alternate character
functionality.
Set Up CRM, Utilities,
Business Object Search,
Search Field
Define the alternate
character fields so that they
can be used by the Business
Object search.
Search Field - Search
Field Setup
BO_SEARCH_FIELD
See Chapter 4, “Setting
Up Security and User
Preferences,” Defining User
Preferences, page 61.
See Chapter 23, “Working
With Business Object
Searches,” Defining Search
Fields, page 313.
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 user’s
language code for all fields with an associated Alternate Character field.
Alternate Character
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.
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CHAPTER 13
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
Description
Individual (1)
Represents a single individual, such as a contact or a
consumer.
Organization (2)
Represents a group of individuals, such as a company.
Database Object (3)
Represents an object in your system, such as a Financial
Account, or sales lead.
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
144
Description
Person (1)
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.
Worker (4)
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.
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Role Type
Description
Broker (5)
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.
Contact (8)
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.
Individual Consumer (9)
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.
Account Contact (17)
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.
Internal Contact (28)
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.
External Contact (29)
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.
Ship To Individual (45)
This role indicates that the individual is a customer that
can receive shipments. This role is for Order Processing.
Sold To Individual (46)
This role indicates that the individual is a customer that
can make purchases. This role is for Order Processing.
Bill To Individual (47)
This role indicates that the individual is a customer that
can receive bills. This role is for Order Processing.
Individual Prospect (53)
This role indicates that the individual is an individual
prospect. This role is for Sales.
Business Object Type 2: Organization
PeopleSoft delivers the following role types for organizations.
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Role Type
Chapter 13
Description
Company (2)
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.
Site (3)
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.
Competitor (10)
A company that competes for your company’s customer
base. This role can be manually assigned to company
business objects using the Role page of the ad hoc
Business Object component.
Partner (11)
A company that cooperates with your company in a joint
venture. This role is reserved for functionality planned
for future releases.
Primary Owner - Company (24)
A company that is the primary owner. This role is used
in PeopleSoft CRM Sales.
Corporate Hierarchy (35)
This role represents a corporate hierarchy.
Business Contact (ORG) (40)
This role indicates that the organization is a customer.
Ship To Organization (41)
This role indicates that the customer can receive
shipments.
Sold To Organization (42)
This role indicates that the customer can make purchases.
Bill To Organization (43)
This role indicates that the customer can receive bills.
Business Contact (IND) (44)
This role indicates that the individual is a customer (BC).
Organizational Prospect (54)
This role indicates that the individual is an organizational
prospect.
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
Role Types in the Category
Contact (1)
Contact (8)
Customer (2)
Company (2) and Individual Consumer (9)
Company Site (3)
Site (3)
Customer and Contact (4)
Company (2), Contact (8), and Individual Consumer (9)
Contact and Worker (7)
Worker (4) and Contact (8)
Interaction Group (10)
Company (2), Site (3), Contact (8), and Individual
Consumer (9)
Company (13)
Site (3)
Individual Consumer (14)
Individual Consumer (9)
Site (15)
Site (3)
Customer and Site (17)
Company (2), Site (3), and Individual Consumer (9)
Contact Type (19)
Not applicable.
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
148
Description
Company <—> Site (4)
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.
Site <—> Site (6)
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.
Primary Contact <—> Company (9)
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.
Contact <—> Company (10)
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.
Primary Contact <—> Site (11)
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.
Contact <—> Site (12)
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.
Primary Contact <—> Consumer (13)
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.
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Relationship Type
Description
Contact <—> Consumer (14)
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.
Primary Contact <—> Person (15)
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.
Contact <—> Person (16)
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.
Consumer <—> Site (17)
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.
Parent Company <—> Company (18)
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.
Primary Contact <—> Competitor (19)
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.
Contact <—> Competitor (20)
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.
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Relationship Type
Description
Acct Owner <—> Company (31)
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.
Acct Team Member <—> Company (32)
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.
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)
Not applicable.
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.
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 company’s 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
Description
Account Representative (ACCTREP)
Enables transfers to the Accounts page of the Company
component.
Business Contact (BC)
Not implemented for this release.
Business Object (BO)
Enables transfers to the Business Object page of the ad
hoc Business Object component.
Company (COMPANY)
Enables transfers to the Company page of the Company
component.
Individual Consumer (CONSUMER)
Enables transfers to the Consumer page of the Consumer
component.
Person (PERSON)
Enables transfers to the Contact page of the Contact
component.
Site (SITE)
Enables transfers to the Site page of the Site component.
Worker (WORKER)
Enables transfers to the Worker page of the Worker
component.
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
Business Object Name Type BO_NAME_TYPE
Navigation
Usage
Set Up CRM, Common
Definitions, Customer,
Business Object Type
Maintain business object
types.
Set Up CRM, Common
Definitions, Customer,
Business Object Name Type
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.
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
Object Name
Navigation
Usage
Role Type - Role Type
BO_ROLE_TYPE
Set Up CRM, Common
Definitions, Customer,
Role Type
Maintain role types.
Role Type - Default Views
BO_REL_ROLEDFLT
Set Up CRM, Common
Definitions, Customer, Role
Type, Default Views
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.
156
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.
Business Object Type
Select the business object type for which this role type is valid. Business
object types are established on the Business Object Types page.
Transaction ID
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.
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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.
Disabled Role Icon
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.
Publish EIP
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.
Join Indicator
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.
Participant Indicator
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.
Capture Contact Methods
Select to indicate that you want to capture contact methods for this role type.
Enabled for Basic Data
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.
Enabled for Quick Create
Select to enable this role to be used by the quick create functionality.
See Chapter 25, “Using Quick Create,” page 323.
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.
Package Tree Viewer
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”.
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
Object Name
Navigation
Usage
Relationship Type
BO_REL_TYPE
Set Up CRM, Common
Definitions, Customer,
Relationship Type
Maintain relationship types.
Relationship Category
BO_REL_CATEGORY
Set Up CRM, Common
Definitions, Customer,
Relationship 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.
Primary Relationship
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.
Hierarchical
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
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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.
Publish EIP
Select this check box if the relationship data should be included when
publishing a CDM application message.
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
information—the number of business objects that can participate in a specified role for the relationship type.
Role Type ID (1 and 2)
Select the role types that can participate in the relationship. Role
types are established on the Role Type page.
Role Verb (1 and 2)
Enter a verb clause that describes the role played by business objects
participating in the relationships of this type. This field is informational only.
Role Cardinality
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.
Role Optionality
Select this check box if this type of relationship is required when adding
a role of the type chosen. This field is informational only.
Minimum and Maximum
Enter the minimum and maximum values. If there is no maximum
constraint, select the Unlimited check box.
Capture Contact Methods
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.
Enabled for Basic Data
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.
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
Object Name
Contact Method Use
CM_USE
Contact Method Type
CM_TYPE
Contact Method Purpose
Type
CM_PURPOSE_TYPE
Navigation
Usage
Set Up CRM, Common
Definitions, Customer,
Contact Method Use
Set Up CRM, Common
Definitions, Customer,
Contact Method Type
Maintain contact method
uses.
Set Up CRM, Common
Definitions, Customer,
Contact Method Purpose
Type
Maintain contact method
purpose types.
Maintain contact method
types.
Maintaining Contact Method Uses
Access the Contact Method Use page.
Contact Method Use page
Description
Enter a description for the contact method use.
Use Icon
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
164
Displays the contact method type that the contact method
purpose is associated with.
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Contact Method Purpose
ID
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.
Field Value
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
Object Name
Navigation
Usage
Component Navigation Description
RB_TXN_DEFN
Set Up CRM, Common
Definitions, Customer,
Component Navigation,
Description
View and maintain the
description and details for
a component navigation
definition.
Component Navigation Navigation Path
RB_TXN_MKT
Set Up CRM, Common
Definitions, Customer,
Component Navigation,
Navigation Path
Define the location of the
transaction page that users
are transferred to.
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.
Menu Name, Menu Bar
Name, Item Name,
Component Name, and
Page Name
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.
Record (Table) Name
Select the object name for the table populated by the specified
page. Typically, this is the search record.
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 customer’s 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
customer’s 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
168
SIC Code
Enter the standard industry code for this industry.
Parent Industry ID
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)
Enter the type of national ID.
National ID Format
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
Customer Data Management BO_INSTALLATION
System Options
Navigation
Set Up CRM, Common
Definitions, Customer,
Customer Installation
Options, Customer Data
Management System
Options
Usage
Define customer data
management 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
170
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 don’t
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
Select this option if you want the ability to use the 360-Degree
View in PeopleSoft CRM Mobile.
Mobile 360 Out-of-Date
Detection Record Fields
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 company’s contacts—the 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 company’s 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 customer’s 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
Object Name
Navigation
Usage
Company Search
RD_COMPANY_GSRCH
Customers CRM, Company
Search for existing
companies or initiate adding
a new 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.
View and update primary
information about the
company, including name,
address, phone, and email
information.
Add notes and attachments
for the specified company.
Company - Attributes
RB_ATTR_RUN_COMP
Select the Notes tab.
Select an existing company
on the Company Search
page.
Capture company data
specific to your business or
industry requirements.
Select the Attributes tab.
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.
Business
Enter the customer’s business type for informational purposes.
Industry
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
Enter the amount of revenue generated by the company.
Country
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.
Location Type
Select a description of the company. Values are Branch, Division,
Headquarters, Single Location, and Subsidiary. This field is informational only.
Parent Company
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.
Website URL
Enter the URL of the company’s Website. Click the transfer button to
access the Website specified in this field.
Corporate Hierarchy
Click this link to access a hierarchical tree view of selected relationships
specified for the company in the Corporate Hierarchy component.
Contact Permitted and Do
not contact
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.
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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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
Select Active or Inactive.
Customer Since
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.
Currency Type
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.
Credit Rating Value
Enter the company’s credit rating, if known.
Segment Code
Select the company’s business segment for marketing purposes. Segment
codes are established on the Segment Code page under the Set Up
CRM, Common Definitions, Customer menu.
Assessment
Displays the key performance indicator value as determined by
PeopleSoft Enterprise Performance Management.
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
Page Name
Company Search
Object Name
RD_COMPANY_GSRCH
Navigation
Customers CRM, Company
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
Edit Site
RD_CUST_SITE_DTL
Create Site
RD_CUST_SITE_DTL
Select an existing company
on the Company Search
page.
View a summary of site
information for a specified
company and add new sites.
Select the Site tab.
Click the Edit button on the
Company - Site page.
Edit contact information for
a company site.
Click the Create New Site
button on the Company Site page.
Enter name and contact
information for a new
company site.
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
180
Displays the primary address to use when contacting the company
site. This information is specified when you define contact methods
for the site’s 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
Click this button to view and update the contact information for the company
site. When you click this button the Edit Site page appears.
Create New Site
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 site’s
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
Page Name
Company Search
Object Name
RD_COMPANY_GSRCH
Navigation
Customers CRM, Company
Usage
Search for existing
companies or initiate adding
a new company.
See Chapter 14, “Defining
Company Business Objects
,” Accessing Companies,
page 175.
Company - Contacts
RD_COMPANY_CNTCT_2
Select an existing company
on the Company Search
page.
Add Contact
RD_REP_ADD_SRCH
Existing Person Search
Results
RD_REP_ADD_RSLT
Click the Search for an
Existing Person Button on
the Add Contact page.
Maintain Contact
RD_REP_MAINTAIN
Click the Edit button on the
Company - Contacts 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
contact’s purchasing options
and manage the contact
information for the contact’s
relationship with the
company.
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 contact’s relationship with the company.
Email Address
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 contact’s relationship with the company.
Edit
Click this button to view and update the contact’s 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.
Inactivate
Click this button to end the contact’s relationship with the customer.
Add New Contact
Click this button to create a new contact relationship for the company.
When you click this button the Add Contact page appears.
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
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.
Create using the Name
entered
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
Click this button to assign the contact role to the selected person and establish
a contact relationship for the person with the company.
Use information as entered
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
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 contact’s name and company-specific
contact information as default values.
Manage Addresses,
Manage Phones, Manage
Emails, and Manage Pagers
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
Page Name
Company Search
Object Name
RD_COMPANY_GSRCH
Navigation
Customers CRM, Company
Usage
Search for existing
companies or initiate adding
a new company.
See Chapter 14, “Defining
Company Business Objects
,” Accessing Companies,
page 175.
Company - Account
Person Lookup
RD_COMP_ACCT_TEAM
RD_PERS_SRCH_SEC
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.
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
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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.
Start Date and End Date
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
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.
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Status
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.
Account Ranking
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.
Target revenue total and
Result revenue total
Enter the total revenue that the account team expects to realize and has
actually realized from business transactions with the customer during the
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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
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Enter a text description of the account team’s goals for the account plan period.
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CHAPTER 15
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 consumer’s contacts—the 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 consumer’s 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 customer’s 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
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
Pages Used to Define General Consumer Information
Page Name
Object Name
Navigation
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 Search
RD_CONS_GSRCH
Customers CRM, Consumer,
Consumer Search
Consumer - Consumer
RD_CONSUMER_2
Select an existing company
on the Consumer Search
page.
Consumer - Notes
RD_PERSON_NOTES
Select an existing company
on the Consumer Search
page.
Consumer - Attributes
RD_PERSON_ATTR
Select the Notes tab.
Select an existing company
on the Consumer Search
page.
Capture consumer data
specific to your business or
industry requirements.
Select the Attributes tab.
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.
Pref. Communication
(preferred communication
method)
Select the preferred method of communication with the consumer: Call, Email
and Print, Email Only, Fax, Standard Mail, XML and Print, and XML Only.
Contact Flag
Displays the consumer’s 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.
Title
Enter the consumer’s professional title.
Language Code
Enter the language spoken by the consumer.
Contact Permitted and Do
Not Contact
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.
The fields under National ID give you the ability to define national type information, such
as social security number for the United States.
Country
Select the country that this national ID applies to.
National ID Type
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
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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
Select Active or Inactive.
Customer Since
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.
Currency Type
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.
Segment Code
Select the company’s business segment for marketing purposes. Segment
codes are established on the Segment Code page under the Set Up
CRM, Common Definitions, Customer menu.
Assessment
Displays the customer key performance indicator as determined by
PeopleSoft Enterprise Performance Management.
Credit Rating Value
Enter the customer’s credit rating, if known.
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
See Chapter 6, “Working With Notes,” page 73.
Entering Attributes
See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, “Configuring Attributes”.
Defining Consumer Sites
Multiple sites can be added for a single consumer.
Pages Used to Define Consumer Sites
Page Name
Object Name
Navigation
Usage
Consumer Search
RD_CONS_GSRCH
Customers CRM, Consumer,
Consumer Search
Consumer - Sites
RD_CONSUMER_SITE_2
Select an existing consumer
from the Consumer Search
page.
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 Site
RD_CUST_SITE_DTL
Select the Sites tab.
Click the Edit button on the
Consumer - Sites page.
Edit contact information for
a consumer site.
Create Site
RD_CUST_SITE_DTL
Click the Create New Site
button on the Consumer Sites page.
Enter name and contact
information for a new
consumer site.
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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
Displays the primary address to use when contacting the consumer
site. This information is specified when you define contact methods
for the site’s relationship with the consumer .
Edit
Click this button to view and update the contact information
for the consumer site.
Create New 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
Select the type. Site types are established on the Site Types page under
the Set Up CRM, Common Definitions, Customer menu.
Site Restrictions
Enter comments about any restrictions for the site. These
comments are informational only.
Manage Addresses,
Manage Phones, Manage
Emails, and Manage Pagers
Click these buttons to access pages where you can establish contact
information for the consumer site. This information is specific to
the site’s 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
Page Name
Object Name
Navigation
Usage
Search for existing
consumers or initiate adding
a new consumer.
Define the people who
represent the specified
consumer in business
transactions.
Consumer Search
RD_CONS_GSRCH
Customers CRM, Consumer,
Consumer Search
Consumer - Contacts
RD_CONSUMER_REP
Select an existing consumer
from the Consumer Search
page.
Select the Contacts tab.
Click the Add New Contact
button on the Consumer Contacts page.
Add Contact
RD_REP_ADD_SRCH
Existing Person Search
Results
RD_REP_ADD_RSLT
Click the Search for an
Existing Person Button on
the Add Contact page.
Maintain Contact
RD_REP_MAINTAIN
Click the Edit button on the
Consumer - Contacts page.
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
contact’s purchasing options
and manage the contact
information for the contact’s
relationship with the
company.
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
Indicates the primary contact for the consumer.
Phone
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 contact’s relationship with the consumer.
Email Address
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 contact’s relationship with the consumer.
Edit
Click this button to view and update the contact’s 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.
Inactivate
Click this button to end the contact’s relationship with the consumer.
Add New Contact
Click this button to create a new contact relationship for the consumer.
When you click this button the Add Contact page appears.
Adding New Contacts
Access the Add Contact page.
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
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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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entered
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Click this button to create the contact record using the name
information you entered.
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.
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
Click this button to assign the contact role to the selected person and establish
a contact relationship for the person with the consumer.
Use information as entered
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.
Managing Purchasing Options and Contact Information for the Contact
Access the Maintain Contact page.
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Maintain Contact page
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
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 contact’s name and consumer-specific
contact information as default values.
Manage Addresses,
Manage Phones, Manage
Emails, and Manage Pagers
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
Chapter 20, “Defining Contact Information for Business Objects,” Defining Contact
Methods for Contact Relationships, page 260
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
Page Name
Object Name
Navigation
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 Search
RD_CONS_GSRCH
Customers CRM, Consumer,
Consumer Search
Consumer - User Profile
RD_PERSON_USER
Select an existing consumer
on the Consumer Search
page.
Select the User Profile tab.
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
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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.
Page Name
Object Name
Navigation
Usage
Search for existing
consumers or initiate adding
a new consumer.
Maintain employment
information for a consumer.
Consumer Search
RD_CONS_GSRCH
Customers CRM, Consumer,
Consumer Search
Consumer - Employment
RD_PERSON_EMPLOY
Select an existing consumer
from the Consumer Search
page.
Select the Employment tab.
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
Page Name
Object Name
Navigation
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 Search
RD_CONS_GSRCH
Customers CRM, Consumer,
Consumer Search
Consumer - Credit Card
RD_PERSON_CC
Select an existing consumer
from the Consumer Search
page.
Select the Credit Card page.
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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 person’s 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
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
Pages Used to Define General Information
Page Name
Object Name
Navigation
Contact Search
RD_CONT_GSRCH
Customers CRM, Contact,
Contact Search
Contact - Contact
RD_PERSON_84
Select an existing contact on
the Contact Search page.
Contact - Notes
RD_PERSON_NOTES
Select an existing contact on
the Contact Search page.
Contact - Attributes
RD_PERSON_ATTR
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.
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
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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)
Select the preferred method of communication with the contact: Call, Email
and Print, Email only, Fax, Standard Mail, XML and Print, and XML only.
Contact Flag
Displays the contact’s 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.
Title
Enter the contact’s professional title.
Language Code
Select the language spoken by the 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
Select the country that this national ID applies to.
National ID Type
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
See Chapter 6, “Working With Notes,” page 73.
Entering Attributes
See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, “Configuring 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
Page Name
Contact Search
Object Name
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
Add Customer / Site
RD_PERSON_ADD_COMP
Edit Customer / Site
RD_PERSON_ADD_COMP
Edit Customer / Site
Purchasing Options
RD_PERSON_CUSTROLE
Select an existing contact on
the Contact Search page.
Maintain information about
the customers associated
with the specified contact.
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.
Click a customer name on the Edit information about the
Contact - Customers page.
contact’s 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
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Displays the customer’s primary name. Click the name link to view and
update the contact’s 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.
Phone
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.
Email Address
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.
Inactivate
Click this button to inactive the contact’s relationship with the customer.
Add New Customer
Click to associate the contact with a customer or customer site. When you
click this button the Add Customer / Site page appears.
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.
Site Name
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 site’s parent
company (if this relationship does not already exist).
Contact Purchasing
Options
Click this button to maintain contact purchasing options. When you click
this button the Edit Customer / Site Purchasing Options page appears.
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 can’t modify the customer name; however you can add or change the associated site.
See Also
Chapter 20, “Defining Contact Information for Business Objects,” Defining Contact
Methods for Contact Relationships, page 260
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
Page Name
Contact Search
Object Name
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 - 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
Page Name
Contact Search
Object Name
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 - Credit Card
RD_PERSON_CC
Select an existing contact on
the Contact Search page.
Select the Credit Card tab.
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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 contacts—people 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
Site Search
RD_SITE_GSRCH
Customers CRM, Site,
Site Search
Site - Site
RD_SITE_MAIN_2
Select an existing site on the
Site Search page.
Site - Notes
RD_SITE_NOTE_2
Select an existing site on the
Site Search page.
Site - Attributes
RB_ATTR_RUN_SITE
Select the Notes tab.
Select an existing site on the
Site Search page.
Select the Attributes tab.
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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.
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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.
Site Type
Select the site category. Site types are established on the Site Types page
under the Set Up CRM, Common Definitions, Customer menu.
Site Restrictions
Enter comments about any restrictions for the site. These
comments are informational only.
Contact Permitted and Do
Not Contact
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.
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
Defining Site Business Objects
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
Select Active or Inactive.
Customer Since
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.
Currency Type
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.
Segment Code
Select the site’s business segment for marketing purposes. Segment
codes are established on the Segment Code page under the Set Up
CRM, Common Definitions, Customer menu.
Assessment
Displays the key performance indicator value as determined by
PeopleSoft Enterprise Performance Management.
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
See Chapter 6, “Working With Notes,” page 73.
Entering Attributes
See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, “Configuring 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
Object Name
Navigation
Usage
Site Search
RD_SITE_GSRCH
Customers CRM, Site,
Site Search
Search for existing sites or
initiate adding a new site.
Site - Contacts
RD_SITE_CNTCT_2
Select an existing site on the
Site Search page.
Define the people who
represent the specified site in
business transactions.
Add Contact
RD_REP_ADD_SRCH
Existing Person Search
Results
RD_REP_ADD_RSLT
Click the Search for an
Existing Person Button on
the Add Contact page.
Maintain Contact
RD_REP_MAINTAIN
Click the Edit button or add a View and update the
contact’s purchasing options
new contact on the Site and manage the contact
Contacts page.
information for the contact’s
relationship with the site.
Select the Contacts tab.
Click the Add New Contact
button on the Site - Contacts
page.
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.
Defining Site Contacts
Access the Site - Contacts page.
Site - Contacts page
Under Contact Summary, the system displays contacts already associated with the site.
Primary
Indicates the primary contact for the site.
Phone
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 contact’s 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 contact’s relationship with the site.
Edit
Click this button to view and update the contact’s 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.
Inactivate
Click this button to end the contact’s relationship with the site.
Add New Contact
Click this button to create a new contact relationship for the site. When
you click this button the Add Contact page appears.
Adding New Contacts
Access the Add Contact page.
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 to select from existing person records that match entered
the name information.
Create using the Name
entered
Click to create the contact record using the entered name information.
Searching for an Existing Person
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
Click this button to assign the contact role to the selected person and
establish a contact relationship for the person with the site.
Use information as entered
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.
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 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
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 contact’s name and site-specific contact information as default values.
Manage Addresses,
Manage Phones, Manage
Emails, and Manage Pagers
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
Chapter 20, “Defining Contact Information for Business Objects,” page 241
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
Object Name
Navigation
Usage
Site Search
RD_SITE_GSRCH
Customers CRM, Site,
Site Search
Search for existing sites or
initiate adding a new site.
Site - Installed Services
RD_SITE_INSTPROD
Select an existing site from
the Site Search page.
View installed products and
services for a site.
Select the Installed Services
tab.
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
Chapter 20, “Defining Contact Information for Business Objects,” page 241
Page Used to Define Name Information
Page Name
Business Object - Business
Object
Object Name
BO
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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, you’ll 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
people—contacts, consumers, and workers—differ 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
Usage
Customers CRM, Company,
Company
Update existing company
name records, add additional
records, and change the
primary indicator.
Click the Name link on the
Company page.
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.
Workforce, Worker, Worker
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.
Worker - Worker: Name
view
RD_PERSON_84
Edit Name
RD_PRSN_NAME_EDIT
Click the Edit button
on the Name view of the
Consumer, Contact, or
Worker component.
Update existing name
information for a consumer,
contact, or worker.
Add Name
RD_PRSN_NAME_EDIT
Click the Add New Name
button on the Name view of
the Consumer, Contact, or
Worker component.
Add name information to
for a consumer, contact, or
worker.
Click the Name link on the
Worker page.
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.
Name Type
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.
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.
Edit
Click this button to update or view details for an existing name. When
you click this button the Edit Name page appears.
Add New Name
Click this button to add another name. When you click this button
the Add Names page appears.
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.
Format Using
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.
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 methods—mailing addresses, email addresses, telephone numbers, and pager
numbers—can 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
Method Usage
Contact methods in the BORM
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 customer’s
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 contact’s
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
User selects
Manage
Addresses
or Manage
Phones
buttons.
System
shows
summary of
all address
or telephone
CMs defined
for the
contact
relationship.
Contact has address or
telephone CMs for this
relationship?
User
selects the
Add New
Address or
Add New
Phone
buttons.
No
System
shows
Address or
Phone
Summary
page with
a "none
available"
message.
System
looks for
address or
telephone
CMs for the
calling
component
BO and the
contact BO.
A
Address and telephone contact method definitions for a contact relationship (1 of 2)
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A
Did the system find a
BO address or
telephone CMs?
System
displays Add
Address or
Add Phone
page; user
enters new
CM
information.
No
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?
Selects CM
Adds new CM
Calling
Component
BO CM
User selects calling
component or
contact BO CM?
Contact BO 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.
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
Chapter 20
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?
No
Address
information
is saved in
the BO and
role CM
records for
the site.
System shows
the Add
Address page;
user enters
new address
information.
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 person’s 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.
Chapter 20
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
Yes
System searches for
addresses that match
the information on the
Add or Update
Address page.
Did system find
addresses that
matched available
information?
No
Address
information is
saved in the
applicable
role CM
records.
Selects existing or
entered address
Yes
System
shows list of
addresses
that matched
available
information.
System
displays all the
roles on the
Contact
Method Detail
page
User selects similar
address (if available),
proceeds with entered
address, or returns to
Add or Update page.
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 roles—address 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.
Purpose
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.
Nickname
Enter a short name, description, or code associated with the
record for informational purposes.
Status
Select the current status of the record: Active or Inactive.
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
Usage
Customers CRM, Company,
Company
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.
Click the Address link on the
Company page
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
Workforce, Worker, Worker.
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.
Worker - Worker: Address
view
RD_PERSON_84
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.
Update Address
RD_ADDR_DETAIL
Click the Edit button on
the Address view of the
Company, Consumer,
Contact, Site, and Worker
components.
Add address information to
for a company consumer,
contact, site, or worker.
Add Address
RD_ADDR_DETAIL
Click the Add New Address
button on the Address view
of the Company, Consumer,
Contact, Site, and Worker
components.
Update existing address
information for a company
consumer, contact, site, or
worker.
Select Address
RD_AVAILABLE_ADDR
Click the Add New Address
button on the Address view
of the Site component.
Select an address for the
site from a list of addresses
defined for the company or
consumer business object.
Click the Address link on
the Worker page
Note. This page appears
when addresses have been
defined for the company or
consumer.
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Page Name
Object Name
Review Matching Addresses RD_MATCH_ADDR
Defining Contact Information for Business Objects
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)
Enter a specific physical location, such as a building, floor, or office number
associated with the address, for informational purposes.
Country
Select the country code associated with the address. The country code
determines which fields are used to capture mailing address information.
Phone
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.
Time Zone
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.
Region
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.
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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 you’ll 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.
Roles Address Applies to
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.
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
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.
Select
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
Object Name
Company - Company:
Phone view
RD_COMPANY_MAIN_2
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
Add Phone
RD_PHONE_DETAIL
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Navigation
Usage
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.
Customers CRM, Company,
Company
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.
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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
Usage
Customers CRM, Company,
Company
Update existing company
pager records, add additional
records, and change the
primary indicator.
Click the Pager link on the
Company page
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
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.
Click the Pager link on the
Worker page
Update existing worker
pager records, add additional
records, and change the
primary indicator.
RD_PAGER_DETAIL
Click the Edit button on the
Pager view of the Company,
Consumer, Contact, Site, and
Worker components.
Update existing pager
information for a company
consumer, contact, site, or
worker.
RD_PAGER_DETAIL
Click the Add New Pager
button on the Pager view of
the Company, Consumer,
Contact, Site, and Worker
components.
Add pager information to
for a company consumer,
contact, site, or worker.
Worker - Worker: Pager
view
RD_PERSON_84
Update Pager
Add Pager
Workforce, Worker, Worker
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
Usage
Customers CRM, Company,
Company
Update existing company
email records, add additional
records, and change the
primary indicator.
Click the Email link on the
Company page
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
Workforce, Worker, Worker
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.
Worker - Worker: Email
view
RD_PERSON_84
Add Email
RD_EMAIL_DETAIL
Click the Add New Email
button on the Email view of
the Company, Consumer,
Contact, Site, and Worker
components.
Add email information to
for a company consumer,
contact, site, or worker.
Update Email
RD_EMAIL_DETAIL
Click the Edit button on the
Email view of the Company,
Consumer, Contact, Site, and
Worker components.
Update existing email
information for a company
consumer, contact, site, or
worker.
Click the Email link on the
Worker page
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
Object Name
Navigation
Usage
Maintain Contacts
RD_REP_MAINTAIN
Click the Edit button on
the Contacts page in the
Company, Consumer, or
Site component.
View and update the
contact’s purchasing options
and manage the contact
information for the contact’s
relationship with the
company, consumer, or site.
Contact - Customers
RD_PERSON_COMP
Customers CRM, Contact,
Customers
View, modify and add
information about the
customers associated with
the specified contact.
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.
Edit Customer / Site
RD_PERSON_ADD_COMP
Contact Address Summary
RD_COMP_SITE_CM
Click a customer name on the Edit information about the
Contact - Customers page.
contact’s 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 contact’s
Contact page.
relationship with the
company, consumer, or site
and update this information
as necessary.
View Contact Address
RD_ADDR_DETAIL
Click an address link
displayed in the grid on the
Contact Address Summary
page.
View details for an address
defined for the contact’s
relationship with the
company, consumer, or site.
Update Contact Address
RD_ADDR_DETAIL
Click the Edit button on the
Contact Address Summary
page.
Add Contact Address
RD_ADDR_DETAIL
Click the Add New Address
button on the Contact
Address Summary page or
the Select Contact Address
page.
Update existing address
information defined for the
contact’s relationship with
the company, consumer,
or site.
Enter new address
information for the contact’s
relationship with the
company, consumer, or site.
Select Contact Address
RD_AVAILABLE_ADDR
Click the Add New Address
button on the Contact
Address Summary page.
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.
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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.
Usage
Select an exiting address in
the system that matches the
address information you
entered.
Contact Phone Summary
RD_COMP_SITE_CM
Click the Manage Phones
button on the Maintain
Contact page.
View a summary of
the current telephone
information defined for the
contact’s relationship with
the company, consumer,
or site and update this
information as necessary.
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.
Update existing telephone
information defined for the
contact’s 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.
262
Add Contact Phone
RD_PHONE_DETAIL
Click the Add New Phone
button on the Contact Phone
Summary page or the Select
Contact Phone page.
Enter new telephone
information for the contact’s
relationship with the
company, consumer, or site.
Contact Email Summary
RD_COMP_SITE_CM
Click the Manage Emails
button on the Maintain
Contact page.
View a summary of the
current email information
defined for the contact’s
relationship with the
company, consumer, or site
and update this information
as necessary.
Update Contact Email
RD_EMAIL_DETAIL
Click the Edit button on the
Contact Email Summary
page.
Update existing email
information defined for the
contact’s relationship with
the company, consumer,
or site.
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Page Name
Select Contact Email
Defining Contact Information for Business Objects
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.
Contact Pager Summary
RD_COMP_SITE_CM
Click the Manage Pagers
button on the Maintain
Contact page.
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.
Enter new email information
for the contact’s relationship
with the company, consumer,
or site.
View a summary of the
current pager information
defined for the contact’s
relationship with the
company, consumer, or site
and update this information
as necessary.
Update existing pager
information defined for the
contact’s 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.
Add Contact Pager
RD_PAGER_DETAIL
Click the Add New Pager
button on the Contact Pager
Summary page.
Enter new pager information
for the contact’s 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 person’s 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
264
Indicates the business object that the address is associated with:
Contact, Company, Consumer, or Site.
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Select
Defining Contact Information for Business Objects
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.
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.
Create Using Entered
Address
Click this button to save the address information entered on the previous
page as a contact method for the contact relationship.
Select
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 person’s 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
Indicates the business object that the telephone number is associated
with: Contact, Company, Consumer, or Site.
Select
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 person’s
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 person’s
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
Object Name
Navigation
Usage
Edit Site
RD_CUST_SITE_DTL
Click the Edit button on the
Company - Site page in the
Company component or the
Consumer - Site page in the
Consumer component.
Edit contact information for
a customer site.
Create Site
RD_CUST_SITE_DTL
Click the Create New Site
button on the Company Site page in the Company
component or the Consumer
- Site page in the Consumer
component.
Enter name and contact
information for a new
customer site.
Site Address Summary
RD_COMP_SITE_CM
Click the Manage Addresses
button on the Create Site or
Edit Site page.
View a summary of the
current address information
defined for company
or consumer site and
update this information as
necessary.
View Site Address
RD_ADDR_DETAIL
Click an address link
displayed in the grid on the
Site Address Summary page.
View details for an address
defined for the company or
consumer site.
Update Site Address
RD_ADDR_DETAIL
Click the Edit button on the
Site Address Summary page.
Edit an existing address
record associated with the
company site.
Select Site Address
RD_AVAILABLE_ADDR
Click the Add New Address
button on the Site Address
Summary page.
Select an address for the
site from a list of addresses
defined for the company or
consumer business object.
Add Site Address
RD_ADDR_DETAIL
Click the Add New Address
button on the Site Address
Summary view or the Select
Site Address page.
Review Matching Addresses RD_MATCH_ADDR
Click the Search for Existing
Address button on the
Update Site Address page or
the Add Site Address page.
PeopleSoft Proprietary and Confidential
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.
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Page Name
Site Phone Summary
Object Name
RD_COMP_SITE_CM
Update Site Phone
Select Site Phone
Chapter 20
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.
RD_PHONE_DETAIL
Click the Edit button on the
Site Phone Summary page.
Update existing telephone
information defined for the
company or consumer site.
RD_AVAILABLE_PHONE
Click the Add New Phone
button on the Site Phone
Summary page.
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.
Add Site Phone
RD_PHONE_DETAIL
Click the Add New Phone
button on the Site Phone
Summary page or the Select
Site Phone page.
Enter new telephone
information for the company
or consumer site.
Site Email Summary
RD_COMP_SITE_CM
Click the Manage Emails
button on the Create Site or
Edit Site page.
View a summary of the
current email information
defined for the company
or consumer site and
update this information as
necessary.
Update Site Email
RD_EMAIL_DETAIL
Click the Edit button on the
Site Email Summary page.
Update existing email
information defined for the
company or consumer site.
Add Site Email
RD_EMAIL_DETAIL
Click the Add New Email
button on the Site Email
Summary page.
Enter new email information
for the company or
consumer site.
Site Pager Summary
RD_COMP_SITE_CM
Click the Click the Manage
Pagers button on the Create
Site or Edit Site page.
View a summary of the
current pager information
defined for the company
or consumer site and
update this information as
necessary.
Update Site Pager
RD_PAGER_DETAIL
Click the Edit button on the
Site Pager Summary page.
Update existing pager
information defined for the
company or consumer site.
Add Site Pager
RD_PAGER_DETAIL
Click the Add New Pager
button on the Site Pager
Summary page.
Enter new pager information
for the company or
consumer site.
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
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Indicates the business object that the address is associated with:
Company, Consumer, or Site.
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Select
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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.
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.
Create Using Entered
Address
Click this button to save the address information entered on the previous
page as a contact method for the company or consumer site.
Select
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
company’s 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 customer’s 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
Object Name
Navigation
Site - Purchasing
RD_SITE_CUST_OP_2
Customers CRM, Site,
Purchasing
Consumer - Purchasing
RD_CONSUMER_BC_OPT
Customers CRM, Consumer,
Purchasing
Company - Purchasing
RD_COMPANY_CUST_OP
Customers CRM, Company,
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.
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
Select if the customer or customer site can purchase products or services.
Send purchases to and Bill
purchases to
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.
Primary
Select the primary ship to and bill to customer defined for the sold to customer.
Bill 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.
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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
278
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 customer’s 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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CHAPTER 22
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, you’ll 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
Working With the Relationship Viewer
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
Select the parent node for which this role/relationship appears in the tree.
Role
Select the role for the node that appears in the tree.
Folder Label
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
Object Name
Navigation
Usage
Role Type - Default Views
BO_REL_ROLEDFLT
Set Up CRM, Common
Definitions, Customer, Role
Type, Default Views
Define page defaults for the
Relationship Viewer page.
Role Priority - Role
Priorities
BO_REL_ROLEPRIORITY
Set Up CRM, Common
Definitions, Customer, Role
Priority, Role Priorities
Prioritize roles to determine
the default relationship
views that appear in the
relationship viewer.
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.
286
Relationship View Name
Select the relationship view that you want to associate with the role.
Default Pane 1
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.
Default Pane 2
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.
Pane 1
Select the views you want as selection criteria for Pane 1 by selecting
the check boxes that are next to those views.
Pane 2
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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Working With the Relationship Viewer
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
Object Name
Navigation
Usage
Relationship Viewer
BO_REL_VIEW
Customers CRM,
Relationship Viewer
View and maintain current
relationships for a specified
business object.
Company - Relationships
RD_COMPANY_REL
Customers CRM, Company,
Relationships
View and maintain current
relationships for a specified
business object.
Consumer - Relationships
RD_PERSON_REL
Customers CRM, Consumer,
Relationships
View and maintain current
relationships for a specified
business object.
Contact - Relationships
RD_PERSON_REL
Customers CRM, Contact,
Relationships
View and maintain current
relationships for a specified
business object.
Site - Relationships
RD_SITE_REL_2
Customers CRM, Site,
Relationships
View and maintain current
relationships for a specified
business object.
Business Object Relationships
BO_REL
Customers CRM, Business
Object, Relationships
View and maintain current
relationships for a specified
business object.
360-Degree View Relationship Viewer
RB_TD_REL_VIEWER
Select the 360-Degree View
from the main menu.
View and maintain current
relationships for a specified
business object.
Click the Relationship
Viewer tab.
Click the Maintain Roles link Maintain roles for a
on the Relationship Viewer
specified business object.
or Relationships page.
Maintain Roles
MAINTAIN_ROLE_SEC
Maintain Roles - Inactivate
Role
MAINTAIN ROLE SEC
Click the Inactivate button
Inactivate a role.
next to a role on the Maintain
Roles page.
Add New Relationship
BO_REL_VIEW_3
Click the Add New link
on the view detail of the
Relationship Viewer page
Add a new relationship.
Update Relationship
BO_REL_VIEW_2
Click the Pen Edit
button on the view detail of
the Relationship Viewer
page.
Update the relationship. You
can modify the start date or
end date for the relationship.
360-Degree View
RB_TD_AGENT_VIEW
Click the 360-Degree
button on the view detail of
the Relationship Viewer
page.
View all information that
is related to the specified
business object.
See Chapter 35, “Using the
360-Degree View,” page
483.
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
views—trees—are based on the business object’s roles and role priorities.
Role
Select the role for which you want to view relationships.
Select View
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 object—consumer,
company, contact, and site—to 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
292
Role
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.
Start Date andEnd Date
Enter the start and end date that this role will be in effect.
Add or Reactivate
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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CHAPTER 23
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 methods—basic
and advanced—that 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
Page
Search
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.
Search Correspondence Request
Search
Same as Inbound Email/Search for
Outbound Email example above.
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
Pages
Agreements.
Agreement.
RMA Form
RMA Header.
Case Search.
• Add a New Case.
• Find an Existing Case.
Support Case.
• Case.
• Notes and Attachment.
• Relate and Existing Case.
360 Degree View Search.
Find an Existing Value.
Personalize Interaction Management.
N/A (pagelet).
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
296
Pages
User Action
Installed Product.
Installed Product.
The Customer field is populated, and
you click the Business Object Search
button that is next to the Name field.
Agreements.
Agreement.
The Customer field is populated, and
you click the Business Object Search
button that is next to the Contact
field.
Agreements.
Scope Details.
The agreement has a scope of
Contact, and you click the Business
Object Search button that is next to
the Name field.
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Component
Pages
User Action
RMA Form.
RMA Header.
The Customer field is populated and
you click the Business Object Search
button that is next to the Contact
field.
Case Search.
• Add a New Case.
The Customer field is populated, and
you click the Business Object Search
button that is next to the Contact
field.
• Find an Existing Case.
Support Case.
• Case.
• Notes and Attachments.
• Relate an Existing Search.
The Customer field is populated, and
you click the Business Object Search
button that is next to the Contact
field.
360-Degree View Search.
Find an existing value.
The Customer field is populated, and
you click the Business Object Search
button that is next to the Contact
field.
Inbound Email.
Inbound Email.
Click the Business Object Search
button that is next to the Sender field
for an external mailbox type.
Inbound Email
Inbound Email.
Click the Business Object Search
button that is next to the Sender field
for an external mailbox type.
Inbound Email Search.
Search.
Click the Business Object Search
button that is next to the Sender field
for all mailbox types.
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
Pages
Contacts.
Customers.
Sales Lead Details.
Sales Lead Details.
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Component
Pages
Worker.
Criteria.
Provider Groups.
Assign Group Criteria.
Sales Opportunity Details.
Opportunity Details.
Dispatch Performance Report.
Dispatch Performance.
Site.
Site - Site.
Mean Time To Repair Report.
Mean Time To Repair.
Lead Import Results.
Sales Lead Import Results.
Expense Report By Customer.
Expense Report By Customer.
360-Degree View Search.
Find an existing value.
Inbound Email.
Inbound Email.
Inbound Email Search.
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
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Pages
Installed Product.
Installed Product.
Service Orders.
Service Order.
Agreements.
Agreement.
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Component
RMA Form.
Pages
RMA Header
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.
Find an existing value.
Inbound Email.
Inbound Email.
Inbound Email Search.
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
Pages
User Action
360 Degree View.
Find an Existing Value.
The Name field is populated.
Personalize Interaction Management
pagelet.
N/A.
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
Pages
User Action
360 Degree View.
Find an Existing Value.
The Customer field and Contact
field are blank and you can click the
Business Object Search button next
to either field.
Personalize Interaction Management
pagelet.
N/A.
The Contact field is blank and you
click the Business Object Search
button next to the Customer field.
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
Pages
Search Orders and Quotes.
Search.
Create Order.
Entry Form.
Create Quote.
Entry Form.
Search Services.
Search.
Start Service.
Entry Form.
Stop Service.
Entry Form.
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.
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Search
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Component
Pages
Create Order.
Entry Form
Create Quote.
Entry Form
Search Services.
Search
Start Service.
Entry Form
Stop Service
Entry Form
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
Pages
Search Orders and Quotes.
Search
Create Order.
Entry Form
Create Quote.
Entry Form
Search Services.
Search
Start Service.
Entry Form
Stop Service.
Entry Form
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
Pages
• Defect
• Products Affected
• Tested Environments
Version
Version
Fixes
Fix
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
Chapter 23
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
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Transaction Lookup page.
Associate related transactions to the
email. The Sender/Representing
fields are not displayed on this page.
The application’s 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
Description
Primary Business Object Name (1).
The business object name that has been flagged as
primary.
Business Object Name (2).
The business objects name.
Business Contact SetID (3).
The setID on the business contact record that is
associated with the business object.
Customer ID (4).
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.
Business Object Name - AC (5).
The alternate character business object name.
Primary Business Object Name - AC (6.)
The alternate character business object name that has
been flagged as primary.
Site ID (7).
The site ID value on a site business object record.
Last Name (14).
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.
First Name (15).
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.
Primary Worker Email (16).
The primary email address on the email contact method
record that is associated with a worker business object.
Worker Email (17).
An email address on the email contact method record
that is associated with a worker business object. Multiple
values may exist for this field.
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Search/List Field Name
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Description
Primary Consumer Email (18).
The primary email address on the email contact method
record that is associated with a consumer business object.
Consumer Email (19)
An email address on the email contact method record that
is associated with a consumer business object. Multiple
values may exist for this field.
Primary Contact Email (20).
The primary email address on the email contact method
record that is associated with a contact business object.
Contact Email (21).
An email address on the email contact method record
that is associated with a contact business object. Multiple
values may exist for this field.
Primary Worker Phone (22).
The primary telephone number on the telephone contact
method record that is associated with a worker business
object.
Worker Phone (23).
A telephone number on the telephone contact method
record that is associated with a worker business object.
Multiple values may exist for this field.
Primary Consumer Phone (24).
The primary telephone number on the telephone contact
method record that is associated with a consumer
business object.
Consumer Phone (25).
A telephone number on the telephone contact method
record that is associated with a consumer business object.
Multiple values may exist for this field.
Primary Contact Phone (26).
The primary telephone number on the telephone contact
method record that is associated with a contact business
object.
Contact Phone (27).
A telephone number on the telephone contact method
record that is associated with a contact business object.
Multiple values may exist for this field.
Primary Company Phone (28).
The primary telephone number on the telephone contact
method record that is associated with a contact business
object.
Company Phone (29).
A telephone number on the telephone contact method
record that is associated with a company business object.
Multiple values may exist for this field.
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Search/List Field Name
Description
Site Parent Customer (30).
The company or consumer that is associated with the site.
Site Address Line 1 (35).
The first line of the address that is for the site address.
Site Address Line 2 (36).
The second line of the address that is for the site address.
Site City (37).
The city that is for the site address.
Site State (38).
The state that is for the site address
Site Postal Code (39).
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
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Fields Searched for Criteria Matches
Company
Name, SetID, Customer ID, Phone.
Consumer
Name, Customer ID, SetID, Email, Phone.
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Role Category
Fields Searched for Criteria Matches
Contact
Name, Email, Phone.
Site
Name, Site ID.
Worker
Name, Email, Phone.
Note. When performing a basic search for a person’s 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
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Search Fields
Name, SetID, Customer ID, Phone.
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Search Fields
Consumer
Name, Last Name, First Name, SetID, Customer ID,
Email, Phone.
Contact
Last Name, First Name, Email, Phone.
Site
Name, SetID, Address Line 1, Address Line 2, City,
State, Postal Code.
Worker
Name, Last Name, First Name, Email, Phone.
All
Name, Last Name, SetID, First Name, Customer ID, Site
ID, Email, Phone, Address Line 1, Address Line 2, City,
State, Postal Code.
For each field, you can specify operands that determine what values are returned:
Operand
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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.
begins with
Returns all values that start with the sequence of letters
or numbers that you enter.
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Operand
Expected Return
contains
Returns all values that include the sequence of letters or
numbers that you enter.
not =
Excludes all values that exactly match the sequence of
letters or numbers that you enter from your return results.
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
Function
Alt+L
Use instead of the Look Up button on basic lookup and
advanced lookup pages.
Enter
Use instead of the Look Up button on basic lookup and
advanced lookup pages.
Alt+C
Cancel a search and return to the page where the search
was initiated.
Alt+A, Enter
Navigate to the Advanced Lookup view from the Basic
Lookup view.
Alt+B, Enter
Navigate to the Basic Lookup view from the Advanced
Lookup view.
Alt+R
Clear the search criteria that is entered on an Advanced
Lookup view.
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
Object Name
Navigation
Usage
Search Field - Search
Field Setup
BO_SEARCH_FIELD
Set Up CRM, Utilities,
Business Object Search,
Search Field, Search Field
Setup
Define search fields that the
Business Object Search uses.
Search Criteria Field Search Criteria Field Setup
BO_CRITERIA_FIELD
Set Up CRM, Utilities,
Business Object Search,
Search Criteria Field, Search
Criteria Field Setup
Define search criteria fields
that the Business Object
Search uses .
Search Roles - Search
Role Setup
BO_DIRECT_SETUP_RL
Set Up CRM, Utilities,
Business Object Search,
Search Roles, Search Role
Setup
Define search fields for a
particular role that the
Business Object Search
uses .
Search Domain - Search
Domain Setup
BO_SEARCH_DOMAIN
Set Up CRM, Utilities,
Business Object Search,
Search Domain, Search
Domain Setup
Define a search domain.
Associate one or more roles
with the search domain.
Search Definition
BO_SEARCH_DEFN
Set Up CRM, Utilities,
Business Object Search,
Search Definition
Maintain search definitions
that the Business Object
Search uses.
Defining Search Fields
Access the Search Field - Search Field Setup page.
Search Field - Search Field Setup page
Label
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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
Select the record and field where the value that is used to populate
the search field originates.
Uppercase Field
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 you’re not using case sensitive.
Allow Multiple Values
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.
Alternate Character
Enabled
Select this check box if this field has alternate character functionality enabled.
See Chapter 12, “Implementing Alternate Character,” page 137.
Defining Search Criteria Fields
Access the Search Criteria Field - Search Criteria Field Setup page.
Search Criteria Field - Search Criteria Field Setup page
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Label
Select the label that appears for the field on the Business Object
Search page, advanced search section.
Search Field Type
Select the type of field. Values are: Date, Number, and String.
Instructional Text
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 you’re performing an advanced search for a particular business object.
Default Operator
Select the default operator that will initially appear on the Business Object
Search page when you’re performing an advanced search.
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
Enter the label that will appear in the advanced mode drop-down
list box for the Search Throughs field.
Role Type ID
Select the roles that you want to associate with this search domain.
Search/List Field ID
Select the fields that you want to associate with this search domain.
Basic Search
Select this check box to include this search field in a basic search.
Advanced Search
Select this check box to include this search field in a advanced search.
Search Sequence
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.
List
Select to display the search field values that a basic or an advanced
search in the results list returns.
List Item Number
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.
Search Criteria Field
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.
Basic Reference and
Advanced Reference
316
Note. Both of these fields are used by quick create. If you are not using
quick create then you can ignore these fields
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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
Search Domain
BO_SEARCH(ALL)
Search Field
Company Name
Criteria Field
BO_NAME
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.
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
Select this check box to enable an advanced search on the
Business Object Search page.
Basic and Advanced
Select a default business object search method. Select Basic to have the
basic method initially appear when you’re performing a business object
search. Select Advanced to have the advanced method initially appear
when you’re 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
The role that the business unit plays.
Name
The name of the business unit.
Participation Percentage
Enter the amount that each business unit contributes to the company.
Extract Hierarchy
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
320
Object Name
RB_HIER_GRP_ROLE
Navigation
Usage
Customer CRM, Corporate
Hierarchy, Extract Hierarchy
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
Select from various types of hierarchies.
Save as default Search
Group
Select to save your role selections as the default.
Roles
Select roles to display in the hierarchy.
Extract Hierarchy
Displays the selected hierarchy within the given parameters.
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CHAPTER 25
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 objects—company, contact, and consumer—quickly
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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Calling
Application
Menu Item
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
Save
(If Standalone)
Yes
Display Error
Message
Cancel
Came from BO
Search?
(If not Standalone)
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 you’ll 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 you’ll 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
you’ll 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 you’ll
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 don’t
need to specify any interface information.
6. (Optional) Enable newly defined transaction to use quick create.
You’ll 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
Object Name
Navigation
Usage
Field Setup
QC_FIELD
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.
Template Setup - Template
QC_TEMPLATE
Template Setup Relationships
QC_TEMPLATE_REL
Define the relationships
Set Up CRM, Common
Definitions, Customer, Quick between the roles defined on
the quick create template.
Create, Template Setup,
Relationships
Template Group Setup
QC_TMPLGRP
Set Up CRM, Common
Definitions, Customer,
Quick Create, Template
Group Setup
Interface Setup
QC_INTRFACE
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
components—interfaces.
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
groupings—individual, 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
A system generated field that is created once you save the
information on the page.
Field Name
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.
Property Name or Record
(Table) Name
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.
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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Template Setup - Template page (2 of 3)
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Template Setup - Template page (3 of 3)
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.
Address Type
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.
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.
Address Required
Select this option if the address is required to be entered on
the Quick Create page.
Field and Reference
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.
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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
Select the role that the template is being configured for.
Primary Indicator
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.
Label
Enter the label for the role. This label will appear on the Quick Create
page when the system displays the page.
Search Options
Select the search definition to be used to select an existing
business object for this role.
Field and Reference
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. Don’t display the field on the page when quick create is invoked.
• Output. Don’t 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.
Contact Method Details
Contact Method
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Select the contact method associated with the quick create
enabled role for this template.
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Contact Method Type
Select the method type for the contact method. Method types
are dependent on contact method.
Display-Only
Select this option if you want contact method type to be display only
on the Quick Create page. If you select this option you won’t be able
to modify contact method type at run time.
Field and Reference
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.
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. You’ll only define relationships between
roles if you have defined more then one role on your template.
Role Type ID and Role
Type ID
336
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
A system generated field that is created once you save the
information on the page.
Accessible as Standalone
Select if you want this template group to be accessible from the
Quick Create standalone component.
Template Details
Template ID
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Select the template ID’s 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 you’ll 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
you’ll see a drop down containing these templates on these pages
Label
Enter a descriptive label for the template. This label will appear as selection
criteria for the Select field on the Quick Create page.
Primary
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
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.
Reference
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 you’ll 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
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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
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.
• Customers CRM, Quick
Create
Creating Business Objects Using the Quick Create Component
Access the Quick Create page.
Quick Create page (1 of 3)
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Quick Create page (2 of 3)
Quick Create page (3 of 3)
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 Save—click the Save button—on 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 components—Company, Consumer, and Contact—to 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
Field Name/Field ID
Description
Email Sequence (1)
EMAIL ADDR (1)
Email Address
Email Sequence (2)
PROFILE CM SEQ (37)
Profile Sequence Number
Phone Sequence (1)
COUNTRY CODE (2)
Country Code
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Field Name/Field ID
Description
Phone Sequence (2)
PHONE (3)
Phone
Phone Sequence (3)
EXTENSION (4)
Phone Extension
Phone Sequence (4)
PROFILE CM SEQ (37)
Profile Sequence Number
Address Sequence (1)
COUNTRY (19)
Country
Address Sequence (2)
ADDRESS1 (20)
Address Line 1
Address Sequence (3)
ADDRESS2 (21)
Address Line 2
Address Sequence (4)
ADDRESS3 (22)
Address Line 3
Address Sequence (5)
ADDRESS4 (23)
Address Line 4
Address Sequence (6)
CITY (24)
City
Address Sequence (7)
COUNTY (25)
County
Address Sequence (8)
STATE (26)
State
Address Sequence (9)
POSTAL (27)
Postal Code
Address Sequence (10)
REGION ID (28)
Regiond ID
Address Sequence (11)
TIMEZONE (29)
Time Zone
Address Sequence (12)
PROFILE CM SEQ (37)
Profile Sequence Number
Individual Sequence (1)
NAME PREFIX (7)
Name Prefix
Individual Sequence (2)
FIRST NAME (13)
First Name
Individual Sequence (3)
MIDDLE NAME (14)
Middle Name
Individual Sequence (4)
LAST NAME (12)
Last Name
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Sequence
Field Name/Field ID
Description
Individual Sequence (5)
NAME SUFFIX (8)
Name Suffix
Individual Sequence (6)
NAME TITLE (11)
Title
Individual Sequence (7)
PREF FIRST NAME (16)
Preferred First Name
Individual Sequence (8)
NAME AC (15)
Name AC
Individual Sequence (9)
NAME INITIALS (6)
Name Initials
Individual Sequence (10)
NAME (5)
Name
Individual Sequence (11)
BO NAME (30)
Name
Individual Sequence (12)
BO NAME AC (18)
Business Object Name AC
Individual Sequence (13)
COUNTRY NM FORMAT (31)
Name Format for Country
Individual Sequence (14)
BO ID (32)
Business Object
Individual Sequence (15)
BO_NAME_DISPLAY (48)
Business Object Name Display
Individual Sequence (16)
ROLE TYPE ID (43)
Role Type ID
Organization Sequence (1)
BO NAME (30)
Name
Organization Sequence (2)
BO NAME DISPLAY (48)
Business Object Name Display
Organization Sequence (3)
BO ID (32)
Business Object
Organization Sequence (4)
ROLE TYPE ID (43)
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
• Company
• Site
• Individual Consumer
SHIP TO FLG (36)
Ship To Customer
• Company
• Site
• Individual Consumer
COLLECTOR (38)
Collector
• Company
• Individual Consumer
CR ANALYST(39)
Credit Analyst
• Company
• Individual Consumer
INDUSTRY ID (40)
Industry ID
Company
BIRTHDATE (41)
Birthdate
• Contact
• Individual Consumer
COMM METHOD (42)
Preferred Communication
Contact
TIN TYPE (44)
TIN Type
• Contact
• Individual Consumer
• Partnership
• Alternate Capacity
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Field Name/Field ID
TIN (45)
Description
Supported Roles
TIN
• 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.
Template ID
360 ALT CAP
Description
360 Alternate
Capacity
Roles
Alternate Capacity
Relationships
None
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
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Template ID
360 COMPANY
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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
Primary Contact
<—> Company
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
Business (Address
Type)
• Phone Business
• Phone - FAX
• Email - Business
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
Business (Address
Type)
• Phone Business
• Phone - FAX
• Email - Business
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Template ID
FSCOMPANDCNT
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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
Business (Address
Type)
• Phone Business
• Phone - FAX
• Email - Business
FSCOMPCNT
FieldService
Company’s
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
Consumer’s Cont
Roles
• Individual
Consumer
Relationships
Contact <—>
Consumer
• Contact
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
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Description
FieldService
Consumer Contct
Roles
• Individual
Consumer
Relationships
Primary Contact
<—> Consumer
• Contact
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
Business (Address
Type)
• Phone Business
• Phone - FAX
• Email - Business
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
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Description
Order Capture
Consumer Contact
Roles
• Individual
Consumer
Relationships
Contact <—>
Consumer
• Contact
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
Primary Contact
<—> Company
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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Predefined Quick Create System Data
Template ID
Description
Roles
Relationships
Contact
Method Details
RC SITE
Call Center Site
Site
None
Business (Address
Type)
RVCOMPANY
Company
Company
None
Business (Address
Type)
• Phone Business
• Phone - FAX
• Email - Business
RVCOMPANYSITE
Company Site
• Company
• Site
Company <—>
Site
Business (Address
Type)
Company:
• Phone Business
• Phone - FAX
• Email - Business
Site:
Phone - Business
RVCOMPCONTACT
Company’s
Contact
• Company
• Contact
Primary Contact
<—> Company
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
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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
Business (Address
Type)
• Phone Business
• Phone - FAX
• Email - Business
SLSCOMPSITE
Sales Company
Site
• Company
• Site
Company <—>
Site
Business (Address
Type)
Company:
• None
•
Site:
• Phone Business
• Phone - FAX
• Email - Business
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Predefined Quick Create System Data
Template ID
SLSCONSSITE
Description
Roles
Sales Consumer
Site
• Individual
Consumer
Relationships
None
• Site
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
PeopleSoft CRM Application
Field Service
• Field Service Consumer
• Field Service Company
• FieldService Consumer Contct
6 - Marketing Sponsor
• Marketing Company
Marketing
• Marketing Company Site
7 - Marketing Team
• Marketing Company
Marketing
• Marketing Company Contact
• Marketing Company Site
9 - Order Capture Customer
• OC Consumer
Order Capture
• OC Consumer Contact
10 - Order Capture Company’s Cnt
OC Company Contact
Order Capture
11 - Order Capture Consumer’s Cnt
OC Consumer Contact
Order Capture
12 - FieldService Svc Order Contact
• FieldService Company’s Contact
Field Service
• FieldService Consumer’s Cont
13 - FieldService Company Contact
FieldService Company’s Contact
Field Service
14 - FieldService Consumer Contact
FieldService Consumer’s Cont
Field Service
16 - Sales Customer
• Sales Company
Sales
• Sales Consumer
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17 - Sales Company Site
Sales Company Site
Sales
18 - Sales Consumer Site
Sales Consumer Site
Sales
19 - Sales Contact
Sales Contact
Sales
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Template Group
ID/Description
20 - 360 Customer
Template IDs
• 360 Company
PeopleSoft CRM Application
360-Degree View
• 360 Company Contact
• 360 Consumer
21 - 360 FSI / INS Customer
• 360 Alternate Capacity Contact
360-Degree View
• 360 Partnership Contact
• 360 FSI Contact
• 360 FSI Consumer
22 - Order Capture Contact
• OC Company Contact
Order Capture
• OC Consumer Contact
23 - Order Capture Customer Filter
• OC Company Contact
Order Capture
• OC Consumer Contact
24 - 360 Government
• 360 Company Contact
360-Degree View (Government)
• 360 Consumer
25 - Relationship Viewer
• Company
Relationship Viewer
• Company Site
• Company’s Contact
29 - Call Center Customer / Contact
• Call Center Company / Contact
Call Center
• Call Center Consumer
• Call Center Consumer / Contact
30 - Call Center Cust / Cntct/Site
• Call Center Company / Contact
Call Center
• Call Center Consumer
• Call Center Consumer / Contact
• Call Center Site
31 - Field Service Customer Filter
• Field Service Company Contact
Field Service
• Field Service Consumer Contact
20002 - RV Site
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Template Group
ID/Description
Template IDs
PeopleSoft CRM Application
20003 - RV Company
Company
Relationship Viewer
20004 - RV Contact
Relationship Viewer Contact
Relationship Viewer
20005 - RV Consumer
Relationship Viewer Consumer
Relationship Viewer
20006 - RV Worker
Relationship Viewer Worker
Relationship Viewer
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.
Description
360
Component
Name
Page Name
Search
Definition
Template Group
360 Degree Sch
Page - COM - CNT
RB_TD_360_
SRCH
RB_TD_AGT_
SRCH_COM
Contact
360 Customer
360 Degree Sch
Page - COM CUST
RB_TD_360_
SRCH
RB_TD_AGT_
SRCH_COM
Customer
360 Customer
360 Degree Search
Page - FSI
RB_TD_360_
SRCH
RB_TD_AGT_
SRCH_FSI
None
360 FSI / INS
Customer
360 Degree Search
Page - GOV
RB_TD_360_
SRCH
RB_TD_AGT_
SRCH_GOV
None
360 Government
360 Degree Search
Page - INS
RB_TD_360_
SRCH
RB_TD_AGT_
SRCH_INS
None
360 FSI / INS
Customer
360 Degree Sch
Page - ENG - CUST
RB_TD_360_
SRCH
RB_TD_AGT_
SRCH_ENG
Customer
360 Customer
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Description
Component
Name
Page Name
Search
Definition
Template Group
360 Degree Sch
Page - GBL - CNT
RB_TD_360_
SRCH
RB_TD_AGT_
SRCH_GBL
Contact
360 Customer
360 Degree Sch
Page - GBL - CUST
RB_TD_360_
SRCH
RB_TD_AGT_
SRCH_GBL
Customer
360 Customer
360 Degree Sch
Page - ENG - CNT
RB_TD_360_
SRCH
RB_TD_AGT_
SRCH_ENG
Contact
360 Customer
Case Search (GBL)
- Contact
RC_CASE_SW_
SEARCH
RC_CASE_
SEARCH_ADD
Contact
Call Center
Customer / Contact
Case Search (GBL)
- ContactF1
RC_CASE_SW_
SEARCH
RC_CASE_
SEARCH_ADD
Contact / Filter by
Customer
Call Center
Customer / Contact
Case Search (GBL)
- Customer
RC_CASE_SW_
SEARCH
RC_CASE_
SEARCH_ADD
Customer
Call Center
Customer / Contact
Case Search (GBL)
- CustomerF1
RC_CASE_SW_
SEARCH
RC_CASE_
SEARCH_ADD
Customer / Filter by
Contact
Call Center
Customer / Contact
Case(GBL) Contact
RC_CASE_SW
RC_CASE_SW
Contact
Call Center
Customer / Contact
Case(GBL) ContactF1
RC_CASE_SW
RC_CASE_SW
Contact / Filter by
Customer
Call Center
Customer / Contact
Case(GBL) Customer
RC_CASE_SW
RC_CASE_SW
Customer
Call Center
Customer / Contact
Case(GBL) CustomerF1
RC_CASE_SW
RC_CASE_SW
Customer / Filter by
Contact
Call Center
Customer / Contact
Marketing 1
RA_CAMPAIGN_
DETAIL
RA_CAMPAIGN_
DETAIL
Campaign Sponsor
Marketing Sponsor
Marketing 2
RA_CAMPAIGN_
DETAIL
RA_CAMPAIGN_
DETAIL
Campaign Team
Marketing Team
Marketing 3
RA_CAMPAIGN_
DETAIL
RA_CM_
TRIGGER_DTL
Campaign Team
Marketing Team
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Component
Name
Search
Definition
Page Name
Template Group
Order Capture
Company Contact
RO_CAPTURE
RO_FORM
Sold to Rep/Filter
by Customer
Order Capture
Company’s Cnt
Order Capture
Consumer Contact
RO_CAPTURE
RO_FORM
Sold to Rep/Filter
by Customer
Order Capture
Consumer’s Cnt
Order Capture
Contact
RO_CAPTURE
RO_FORM
Sold To
Representative
Order Capture
Contact
Order Capture
Customer
RO_CAPTURE
RO_FORM
Sold To Customer &
Rep
Order Capture
Customer
Order Capture
Customer Filter
RO_CAPTURE
RO_FORM
Customer / Filter by
Contact
Order Capture
Customer Filter
RV 360 All Roles
RB_TD_360
BO_REL_VIEW_3
Relationship Viewer
RelationshipViewer
RV 360 Company
RB_TD_360
BO_REL_VIEW_3
Company for Quick
Create
RV Company
RV 360 Consumer
RB_TD_360
BO_REL_VIEW_3
Consumer for Quick
Create
RV Consumer
RV 360 Contact
RB_TD_360
BO_REL_VIEW_3
Contact
RV Contact
RV 360 Site
RB_TD_360
BO_REL_VIEW_3
Site
RV Site
RV 360 Worker
RB_TD_360
BO_REL_VIEW_3
WORKER
RV Worker
RV Business Object
All Roles
BO
BO_REL_VIEW_3
Relationship Viewer
Relationship Viewer
RV Business Object
Company
BO
BO_REL_VIEW_3
Company for Quick
Create
RV Company
RV Business Object
Consumer
BO
BO_REL_VIEW_3
Consumer for Quick
Create
RV Consumer
RV Business Object
Contact
BO
BO_REL_VIEW_3
Contact
RV Contact
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Description
Component
Name
Search
Definition
Page Name
Template Group
RV Business Object
Site
BO
BO_REL_VIEW_3
Site
RV Site
RV Business Object
Worker
BO
BO_REL_VIEW_3
WORKER
RV Worker
RV Company All
Roles
RD_COMPANY_2
BO_REL_VIEW_3
Relationship Viewer
Relationship Viewer
RV Company
Company
RD_COMPANY_2
BO_REL_VIEW_3
Company for Quick
Create
RV Company
RV Company
Consumer
RD_COMPANY_2
BO_REL_VIEW_3
Consumer for Quick
Create
RV Consumer
RV Company
Contact
RD_COMPANY_2
BO_REL_VIEW_3
Contact
RV Contact
RV Company Site
RD_COMPANY_2
BO_REL_VIEW_3
Site
RV Site
RV Company
Worker
RD_COMPANY_2
BO_REL_VIEW_3
WORKER
RV Worker
RV Consumer All
Roles
RD_CONSUMER_
02
BO_REL_VIEW_3
Relationship Viewer
Relationship Viewer
RV Consumer
Company
RD_CONSUMER_
02
BO_REL_VIEW_3
Company for Quick
Create
RV Company
RV Consumer
Consumer
RD_CONSUMER_
02
BO_REL_VIEW_3
Consumer for Quick
Create
RV Consumer
RV Consumer
Contact
RD_CONSUMER_
02
BO_REL_VIEW_3
Contact
RV Contact
RV Consumer Site
RD_CONSUMER_
02
BO_REL_VIEW_3
Site
RV Site
RV Consumer
Worker
RD_CONSUMER_
02
BO_REL_VIEW_3
WORKER
RV Worker
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Component
Name
Page Name
Search
Definition
Template Group
RV Person All
Roles
RD_PERSON_2
BO_REL_VIEW_3
Relationship Viewer
Relationship Viewer
RV Person
Company
RD_PERSON_2
BO_REL_VIEW_3
Company for Quick
Create
RV Company
RV Person
Consumer
RD_PERSON_2
BO_REL_VIEW_3
Consumer for Quick
Create
RV Consumer
RV Person Contact
RD_PERSON_2
BO_REL_VIEW_3
Contact
RV Contact
RV Person Site
RD_PERSON_2
BO_REL_VIEW_3
Site
RV Site
RV Person Worker
RD_PERSON_2
BO_REL_VIEW_3
WORKER
RV Worker
RV Rel Viewer All
Roles
BO_REL_VIEW
BO_REL_VIEW_3
Relationship Viewer
Relationship Viewer
RV Rel Viewer
Company
BO_REL_VIEW
BO_REL_VIEW_3
Company for Quick
Create
RV Company
RV Rel Viewer
Consumer
BO_REL_VIEW
BO_REL_VIEW_3
Consumer for Quick
Create
RV Consumer
RV Rel Viewer
Contact
BO_REL_VIEW
BO_REL_VIEW_3
Contact
RV Contact
RV Rel Viewer Site
BO_REL_VIEW
BO_REL_VIEW_3
Site
RV Site
RV Rel Viewer
Worker
BO_REL_VIEW
BO_REL_VIEW_3
WORKER
RV Worker
RV Site All Roles
RD_SITE_2
BO_REL_VIEW_3
Relationship Viewer
Relationship Viewer
RV Site Company
RD_SITE_2
BO_REL_VIEW_3
Company for Quick
Create
RV Company
RV Site Consumer
RD_SITE_2
BO_REL_VIEW_3
Consumer for Quick
Create
RV Consumer
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Predefined Quick Create System Data
Description
Component
Name
Search
Definition
Page Name
Template Group
RV Site Contact
RD_SITE_2
BO_REL_VIEW_3
Contact
RV Contact
RV Site Site
RD_SITE_2
BO_REL_VIEW_3
Site
RV Site
RV Site Worker
RD_SITE_2
BO_REL_VIEW_3
WORKER
RV Worker
Sales Lead
Company Site
RSF_LEAD_
ENTRY
RSF_LEAD_
ENTRY
Site / Filter by Rep
Sales Company Site
Sales Lead
Consumer Site
RSF_LEAD_
ENTRY
RSF_LEAD_
ENTRY
Site / Filter by Rep
Sales Consumer
Site
Sales Lead Contact
RSF_LEAD_
ENTRY
RSF_LE_
CONTACT_SEC
None
Sales Contact
Sales Lead
Customer
RSF_LEAD_
ENTRY
RSF_LEAD_
ENTRY
Customer
Sales Customer
Sales Lead Site
Filter by Cust
RSF_LEAD_
ENTRY
RSF_LEAD_
ENTRY
Customer Filtered
by Site
Company Site
Sales Lead Site
Filter by Rep
RSF_LEAD_
ENTRY
RSF_LEAD_
ENTRY
Site / Filter by Rep
Company Site
Sales Opp Company
Site
RSF_
OPPORTUNITY
RSF_OPP_DETAIL
Site / Filter by Rep
Sales Company Site
Sales Opp
Consumer Site
RSF_
OPPORTUNITY
RSF_OPP_DETAIL
Site / Filter by Rep
Sales Consumer
Site
Sales Opp Contact
RSF_
OPPORTUNITY
RSF_OPP_CONT_
SEC
None
Sales Contact
Sales Opp Customer
RSF_
OPPORTUNITY
RSF_OPP_DETAIL
Customer
Sales Customer
Sales Opp Site
Filter by Cust
RSF_
OPPORTUNITY
RSF_OPP_DETAIL
Customer Filtered
by Site
Company Site
Sales Opp Site
Filter by Rep
RSF_
OPPORTUNITY
RSF_OPP_DETAIL
Site / Filter by Rep
Company Site
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Description
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Component
Name
Page Name
Search
Definition
Template Group
Service Order
Company Contact
RF_SERVICE_
ORDER
RF_SERVICE_
ORDER
Contact/Filter by
Customer
FieldService
Company Contact
Service Order
Consumer Contact
RF_SERVICE_
ORDER
RF_SERVICE_
ORDER
Contact/Filter by
Customer
FieldService
Consumer Contact
Service Order
Contact
RF_SERVICE_
ORDER
RF_SERVICE_
ORDER
Contact
FieldService Svc
Order Contact
Service Order
Customer
RF_SERVICE_
ORDER
RF_SERVICE_
ORDER
Customer and
Contact
FieldService Svc
Order Cust
Service Order
Customer Filter
RF_SERVICE_
ORDER
RF_SERVICE_
ORDER
Customer / Filter by
Contact
FieldService
Customer Filter
PeopleSoft Proprietary and Confidential
PART 4
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 person’s 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
Object Name
Worker Function
RD_WORKER_FUNC
Department
DEPARTMENT
Job Codes
RB_JOB_CODE
Cost Categories
RF_COST_CAT
Navigation
Usage
Set Up CRM, Common
Definitions, Employee Data,
Worker Functions, Worker
Function
Set Up CRM, Common
Definitions, Employee Data,
Department
Define codes that describe
the different jobs that
workers perform.
Set Up CRM, Common
Definitions, Employee Data,
Job Codes
Set Up CRM, Common
Definitions, Employee Data,
Cost Categories
Define the jobs in your
organization.
Maintain information
about the departments in
your organization.
Maintain cost categories.
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
Managing Workers
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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Managing Workers
Pages Used to Define Workers
Page Name
Object Name
Navigation
Usage
Worker Search
RD_WORK_GSRCH
Workforce, Worker, Worker
Search
Worker
RD_PERSON_84
Select an existing worker on
the Worker Search page.
Function
RB_WORKER_FUNC
Select an existing worker on
the Worker Search page.
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.
Job Detail
RD_WORKER_DETAIL
Select the Function tab.
Select an existing worker on
the Worker Search page.
Enter information about the
specified worker’s job.
Schedule
RD_WORKER_SCHEDULE
Select the Job Detail tab.
Select an existing worker on
the Worker Search page.
Define default workdays for
the specified worker.
Competencies
RD_WORKER_CMP_PROF
Select the Schedule tab.
Select an existing worker on
the Worker Search page.
Select the Competencies tab.
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.
Associate the specified
worker with a competency
and define the worker’s
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
worker’s 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.
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 worker’s 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.
Contact Flag
Select to indicate the worker’s 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.
Language Code
Enter the language for printed report field labels and headings. The specified
language also refers to the language spoken by the worker.
Employee ID
Enter a unique identification code for the worker. These IDs typically
come from your human resources system.
Pref. Communication
(preferred communication
method)
Select the preferred method of communication with the worker: Call, Email
and Print, Email Only, Fax, Standard Mail, XML and Print, or XML Only.
Pref. Notification (preferred
notification method)
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.
Title
Enter the worker’s professional title.
Driver’s License
Enter the worker’s Driver’s License number.
License Issued By
Select the state where the driver’s license was issued.
License Expires
Enter the date when the driver’s license will expire.
PIM Account Name
(personal information
manager account name)
Enter a value that represents the worker’s login name for Microsoft Outlook.
When PeopleSoft CRM is integrated with Microsoft Outlook, this value
enables calendar entries in the worker’s resource calendar in PeopleSoft CRM
to be mapped to the worker’s calendar in Microsoft Outlook.
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
Select the code for the worker’s department. The system stores
these values in the Department table.
Location Code
Select the code for the worker’s location. Location codes are defined
using the Location component under the Set Up CRM, Common
Definitions, Location, Location menu.
Time Zone
Displays the time zone associated with the worker’s 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.
Physical Location
Enter a description of the worker’s physical location. You can use this field
to specify locations such as, office number or cubicle number.
Job Code
Select the job code associated with the worker’s 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.
Holiday Schedule
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.
Supervisor ID
Select the supervisor that this worker reports to.
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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).
Manager Level
Select the worker’s 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.
Person Type
Select the type of worker that the person is. For example, Training
Non-Employee, Temporary Worker, or Independent Contractor.
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.
378
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.
Proficiency
Enter the worker’s 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
worker’s proficiency level for a competency to determine whether the worker
PeopleSoft Proprietary and Confidential
Chapter 27
Managing Workers
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
worker’s 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 worker’s fit score. Failure to match individual criteria
lowers the worker’s 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 can’t define more than one good or more than one defective truck stock location for a
worker. Also, the good and defective locations can’t have the same storage location definition—the area
and up to four storage levels—in PeopleSoft Inventory or your third-party inventory system.
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Location Type
Managing Workers
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 customer’s site.
Defective: The location of material that has been removed from a
customer’s 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
worker’s 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.
Area, Level 1, Level 2,
Level 3, and Level 4
Enter the material storage area in PeopleSoft Inventory or your third-party
inventory system that corresponds to the material location type on the
worker’s 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.
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
See Chapter 6, “Working With Notes,” page 73.
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CHAPTER 28
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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Chapter 28
Provider
Group
Group
Costs
Group
Members
Schedule
Member
Costs
Worker
Competencies
Assignment
Criteria
Assignment
Criteria
Competencies
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 information—the hours of operations and holidays—defined for the provider group.
For group members, the system determines availability using schedule information defined on the
worker’s 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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Setting Up and Maintaining Provider Groups and Group Members
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
organization–that 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 optional—the 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
Usage
Set Up CRM, Common
Definitions, Employee Data,
Cost Categories
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 person’s 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
Enter the cost to your company for one hour of labor time charged to
this cost category and the currency used for the cost.
Multiplier
Enter a numeric value to generate an hourly billing rate based on the hourly rate.
Billable 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
Object Name
Navigation
Usage
Define and maintain the
groups of people who
perform service or support
activities.
Define the people associated
with a provider group.
Provider Groups
RF_PROVIDER_GRP
Workforce, Provider Groups
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
388
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
member’s user ID to publish workflow notifications about service order
assignment changes that affect the group member. Routing preferences are
defined for the group member’s user profile on the Workflow page of the
User Profiles component under the PeopleTools, Security menu.
Group Worklist Name
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.
Use Members to Broadcast
Select to make all automated notifications that are sent to the group go to
each member’s individual worklist instead of to the group worklist. Manual
notifications never broadcast, regardless of whether this check box is selected.
Preferred Notification
Select the preferred way of receiving notification: through
email, worklist or both.
Email Address
Enter the email address used to send notifications to the provider group.
Default Currency Code
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.
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
390
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
Displays the PeopleSoft FieldService business unit where the
service order originated.
Service Order
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
Object Name
Assign Group Criteria
RF_PRV_GRP_CRIT
Group Competencies
RF_PRVGRP_COMP
Navigation
Usage
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
group’s 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
group’s “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 group’s 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 group’s 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.
Proficiency
Select the provider group’s 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 group’s proficiency level to determine whether the provider group is
qualified to perform work on a service order that requires the competency.
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 Human Resources or
Third-Party Human Resource Management System
PeopleSoft CRM
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
Object Name
Navigation
Usage
Competency Rating Model
CM_REVW_RATING_TBL
Set Up CRM, Common
Definitions, Competencies,
Competency Rating Model
Define codes for indicating a
provider group or worker’s
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.
Competency Types
CM_TYPE_TABLE
Set Up CRM, Common
Definitions, Competencies,
Competency Types
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.
Competencies
COMPETENCY_TABLE
Set Up CRM, Common
Definitions, Competencies,
Competencies
Establish competency codes.
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 worker’s 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
Enter a code that represents the rating level. When defining a rating,
you must enter a code using one alphanumeric character.
Description
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 worker’s degree
of expertise for this competency. Rating models are established
on the Competency Rating Model page.
Type
If you’re using competency types, select associated types.
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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 worker’s 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 score—an
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 candidate’s 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.
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Competency - CTD
X
X
N/A
Competency - Problem
Type
X
X
N/A
Competency - Service
N/A
N/A
X
Customer
X
N/A
X
Location
N/A
X
N/A
Product
X
X
X
Product Group
X
X
X
Region
X
N/A
X
Site
X
N/A
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Setting Up and Performing Assignment Searches
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
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
Case and Service Order Assignment Data
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
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 ORDER
Customer
Contact
Site
Region
Product
Product Group
Required Start
and End Dates
and Times
Service
SERVICE ORDER
LINE
Required Start
and End Dates
and Times
Activity
Service
Competencies
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 member’s 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 member’s 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 worker’s 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 member’s 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
criteria—region, customer, and site—on 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.
Jon’s 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 member’s 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 candidate’s
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)
Basic Maintenance (C1)
2
5
6
Compressor Replacement
(C2)
3
2
6
The next table shows the competency proficiency rating for three technicians, Jon
Smith, Bill Jones, Jane Markowitz:
Worker
Basic Maintenance Competency
Proficiency (C1CP)
Compressor Replacement Competency
Proficiency (C2CP)
Jon Smith
4
3
Bill Jones
2
0
Jane Markowitz
5
4
The competency score for each technician is calculated as follows:
Jon Smith’s competency score =
Bill Jones’ competency score =
=
=
=
= 0.62
=
= 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 Markowitz’s 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. Let’s 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.
Let’s 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 Smith’s fit score =
=
=
Bill Jones’s fit score =
=
=
=
Jane Markowitz’s fit score =
= 0.717
= 0.622
=
= 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 Smith’s name you would see the following breakdown:
Criteria
Competency
Score
Region
-
4/16 = 25%
Customer
-
5/16 = 31.3%
Site
-
0/16 = 0%
Competency - Service
Basic Maintenance
(4 × (5 ×4) / 42) / 16) = 11.90%
Competency - Service
Compressor Replacement
(4 × (2 × 3) / 42) / 16) = 3.6%
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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 member’s
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 candidate’s
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 Jon’s competency score for problem type is:
= 0.666
His competency score for the category is also 0.666.
Let’s 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 Smith’s 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 member’s product proficiency using the following equation:
Product score =
PCP is the candidate’s 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 Bill’s product score is:
= 0.333
Let’s 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
Object Name
Navigation
Usage
Group Weighting Factors
RF_ASSIGN_WGHT_PG
Set Up CRM, Common
Definitions, Codes and Auto
Numbering, Assignment
Weighting Factors, Group
Weighting Factors
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.
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
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.
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 worker’s 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 worker’s 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
Chapter 28, “Setting Up and Maintaining Provider Groups and Group Members,” page 383
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 group’s 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
Chapter 28, “Setting Up and Maintaining Provider Groups and Group Members,” page 383
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 member’s 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
Chapter 27, “Managing Workers,” page 369
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.
Default Assignment Page
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.
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
Common Elements Used in This Section
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.
Select
Click to select the corresponding provider group and return to
the service order or case.
Available
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.
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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.
Usage
Select from a ranked list of
provider groups that can be
assigned to a service order
or a case.
• 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.
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.
View the assignment criteria
matches and associated
scores that compose a
provider group’s aggregate
fit score.
• Click the Detail link
on the Provider Group
Summary page.
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 group’s score for the criteria match based on
the assignment weight factor defined on the Group Weighting Factors
page in the Assignment Engine Setup component.
Total Score
Displays the total fit score of the provider group.
Criteria Code
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.
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
Common Elements Used in This Section
Name
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.
Number of Cases
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.
Select
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.
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.
Usage
Select from a ranked list of
workers that can be assigned
to a service order or a case.
• 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.
Candidate Detail
RF_ASSIGN_DET_SEC
• From the Service Order
page in PeopleSoft
FieldService, click the
Suggest Group Member
button.
View the assignment criteria
matches and associated
scores that compose a
candidate’s aggregate
fit score.
• 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.
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 worker’s 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.
Total Score
Displays the total fit score of the group member.
Criteria Code
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.
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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 worker’s
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.
Defining 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 worker’s 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 worker’s calendar.
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Defining Holiday Schedules
Note. If you change a worker’s holiday schedule on the Job Detail page, when the page is saved,
the system deletes all existing holidays on the worker’s 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 worker’s 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.
All Workers/One Schedule
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.
All Workers/All Schedules
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.
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 worker’s 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
Object Name
Navigation
Usage
Task Types
RF_TASK_TYPE
Set Up CRM, Common
Definitions, Calendars /
Schedules, Task Types
Define categories of tasks
to appear on monthly and
daily calendars.
Monthly Calendar
RF_SCHED_MONTH
• Workforce, Monthly
Calendar
View and update tasks
and events recorded on a
worker’s monthly calendar.
• Click the Monthly
Calendar link on the Daily
Calendar page.
• Click the worker’s name
on the Dispatch Board in
PeopleSoft FieldService.
Daily Calendar
RF_SCHED_TASK1
• Workforce, Daily Calendar View and update a person’s
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
Select to enable users to add tasks of this type on the Daily Calendar page.
Include In Available Hours
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 worker’s 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
Click to move to the previous or next year.
(next year)
(previous month) and
Click to move to the previous or next month.
(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.
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Click a scheduled task or date number link to access the worker’s Daily Calendar page, where
you can add, modify, or view details for scheduled tasks.
See Also
Chapter 27, “Managing Workers,” page 369
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 worker’s 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.
Opportunity
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.
Lead Name
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.
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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PART 5
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 internal—people whose data is managed in the Worker component.
The worker component is used to manage data not only for your help desk’s internal customers, but also
for CRM staff—users 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 interaction’s 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
Statuses
Chat
Requested
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.
Email In (inbound email)
Assigned, Closed - Cancelled, Closed - Completed, New,
and Reassigned.
See PeopleSoft 8.8 CRM Multichannel Applications
PeopleBook, “Understanding ERMS”.
See PeopleSoft 8.8 CRM Multichannel Applications
PeopleBook, “Understanding ERMS”.
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 interaction’s initial status depends on how the interaction is created. You can manually
update statuses for interactions that you create using the 360–degree 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
Contact Method and
Status Management
A user accesses a customer or worker
360-degree view.
Created based on the user’s
actions in the 360–degree view.
In the 360–degree 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
360–degree view, the MCF type
is always Phone.
The PeopleSoft CRM CTI application uses
one of the delivered CTI transactions to
access a page in the CRM system.
If the transaction’s target page
is a subinteraction-enabled
object, the system also creates
the subinteraction.
Contact method: Phone
A user sends email or print correspondence
using the CRM correspondence
management features.
The object from which the
correspondence was sent.
Contact method: Outbound mail
A user sends a manual email to a customer
(or, from the context of a help desk case, to
a worker.)
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.
Contact method: Outbound
email
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
email’s related objects and
subinteractions.
Contact method: Inbound email
Note. Additional CTI transactions that
you create do not automatically create
interactions or subinteractions.
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.
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Subinteractions
Status default: In Progress
Status default: In Progress
Status default: In Progress
Status default: New
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Condition
Contact Method and
Status Management
Subinteractions
The system sends an automated email to a
customer (or, from the context of a help desk
case, to a worker).
Component Event Process
(CEM) creates an interaction; a
business project does not.
Automated email is sent by component
event processing, by business project
workflow, or by the ERMS system
auto-response to structured email.
No subinteractions are created.
Contact method: Outbound
email
Status default: In Progress
A subinteraction is created by
ERMS auto-response process if
it is associated with transactions.
Note. Auto-acknowledgement email sent
by the ERMS system or in response to a
customer’s Contact Us submission does not
create an interaction.
A self-service customer submits a Contact
Us message.
The text of the message becomes
the interaction note.
Contact method: Phone
A customer requests a chat session from the
self-service Contact Us page.
None.
Contact method: Chat
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.
The Contact Us page is available only to
external customers, not to workers.
Status default: In Progress
Status: Requested
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 interaction’s 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
Object Name
Interaction List
RI_INTERACT_HOME
Interaction
RI_INTERACTION
Interactions - View
Correspondence
RBC_RECPIENT_INQ
Navigation
Usage
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.
Search for interactions
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.
View interaction details for
the correspondence request.
Interactions - View Inbound RB_EM_IB
Email
Click the link for an
interaction on the Interaction
List page, any 360-Degree
View page, or the Recent
Interactions pagelet.
View interaction details of
inbound email.
Interactions - View
Outbound Email
RB_EM_OB
Click the link for an
interaction on the Interaction
List page, any 360-Degree
View page, or the Recent
Interactions pagelet.
View interaction details of
inbound email.
Interactions - View Chat
MCF_CHAT_MINLOG_PG
Click the link for an
interaction on the Interaction
List page, any 360-Degree
View page, or the Recent
Interactions pagelet.
View interaction details of
the chat.
View interaction details,
including a list of related
subinteractions and the
complete text of any
interaction note.
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 360–degree 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 type—for 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
The name of the person for whom the interaction was created. This person
can be a company contact, a consumer, or a worker.
Customer
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
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The type of subinteraction. The available values depend on which
CRM products you have licensed.
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Start Date & Time
The date and time that the subinteraction was created.
Comments
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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CHAPTER 34
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 object—company,
contact, and consumer—if 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 node—placeholder, 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 information—fields— 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.
- RMA’s (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
Object Name
Navigation
Usage
Set Up CRM, Product
Related, 360-Degree View,
Define Transaction Type,
Define Transaction Type
Define 360-Degree View
transaction types.
Define Transaction Type RB_TD_TRANS_GRP
Related Transaction Groups
Set Up CRM, Product
Related, 360-Degree View,
Define Transaction Type,
Related Transaction Groups
View all the transaction
groups that are associated
with a transaction type.
Define Transaction Group
RB_TD_TRANS_SETUP
Set Up CRM, Product
Related, 360-Degree View,
Define Transaction Group
Define transaction groups
that can appear in the
360-Degree View.
Clone Transaction Group - RB_TD_TRANS_CLONE
Clone Transaction Group As
Set Up CRM, Product
Related, 360-Degree View,
Clone Transaction Group
Use this page to clone an
existing transaction group.
Cloning a transaction group
makes a copy of an existing
transaction group.
Define Transaction Type Define Transaction Type
RB_TD_TRANS_DEFN
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).
Transaction Type
Select a transaction type from transaction types that were previously
defined using the Define Transaction Type component.
SubInteraction
Select a subinteraction corresponding to the transaction type.
Status
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.
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
Select the mode to open this page in for the transaction. Modes
are: Add, Correction, and Update/Display.
Open in New Window
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
Object Name
Navigation
Usage
Define Node
RB_TD_NODE
Set Up CRM, Product
Related, 360-Degree View,
Define Node
Define nodes that can
be used to configure the
360-Degree View Tree.
Application Packages
Lookup
RB_APPLPKG_PG1
Click the Package Tree
Viewer link on the Define
Node page.
Search for and view
the available application
packages or classes provided
by PeopleSoft CRM.
Set Up Tree - Set Up Tree
RB_TD_TREE_DEFN
Set Up CRM, Product
Related, 360-Degree View,
Set Up Tree, Set Up Tree
Set Up Tree - Tree Node
RD_TD_TREE_NDE
Set Up CRM, Product
Related, 360-Degree View,
Set Up Tree, Tree Node
Define the tree
configuration—images to
display in the tree, image
size, page size, and date
filter.
Define the parent and child
relationship of the nodes in
the tree.
Set Up Tree - Test Your Tree RB_TD_TREE_TEST
Set Up CRM, Product
Related, 360-Degree View,
Set Up Tree, Test Your Tree
Test your 360-Degree View
tree to ensure it is configured
correctly.
Clone Tree - Clone Tree As
Set Up CRM, Product
Related, 360-Degree View,
Set Up Tree, Clone Tree
Copy an existing tree.
RB_TD_TREE_CLONE
Defining Tree Nodes
Access the Define Node page.
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Define Node page (1 of 3)
Define Node page (2 of 3)
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Define Node page (3 of 3)
SubInteraction
Select a subinteraction corresponding to the transaction associated
with the node of the tree.
Root Node
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
Enter a number in sequence. The sequence number displays the order in
which the fields are displayed in the different sections for the node.
Display
Select this check box if you want this field to display for the node
on the Customer 360-Degree View tree.
Order By
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
Select in what section you want this field to display. Options
are: First, Second, and No Display.
Display Length
Enter the length of the field to display in the section.
Display Value
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
Select the application class information for this EIP.
Request Message
Select the application message request message for this EIP.
Response Message, Key
Field 1, and Key Field 2
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
Enter the name for the 360-Degree View tree.
Market
Select the market that will use this tree.
Default 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.
Mobile
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 doesn’t
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
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.
Image Height, Indent
Pixels, and Image Width
Enter the size of the image that is to display on the tree. Default
image size is 16 X 16.
Display Levels
The number of levels up to which 360 Degree View tree can be configured.
Page Size
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.
Date Filter
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
Select the child node for the 360-Degree View tree.
Parent Node
Select the parent node that this child node will appear under
in the 360-Degree View tree.
Status
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.
Sequence
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.
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Folder or Leaf
Select whether you want the node to display as a folder or a leaf.
Leaf Image
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
Select if you want nodes on the tree to be expanded when the tree
initially appears on the 360-Degree View.
Hide Node if No children
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.
Apply Date Filter
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
Object Name
Navigation
Usage
Set Up Profile
RB_TD_PROF_SETUP
Set Up CRM, Product
Related, 360-Degree View,
Set Up Profile
Define a profile that can be
displayed on the 360-Degree
View.
Application Packages
Lookup
RB_APPLPKG_PG1
Click the Package Tree
Viewer link on the Set Up
Profile page.
Search for and view
the available application
packages or classes provided
by PeopleSoft CRM.
Configure Role - Configure
Role
RB_TD_ROLE_TREE
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
Configure tree information
for a role.
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
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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
Select the market for this profile
Default
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 boxes—Label to display in Profile, First button details, and
Second button details—to define this information:
Example of profile section from the 360-Degree View
Label to display in Profile
Record and Field Name
Select the record and field name that you want to have appear in
the 360-Degree View profile section.
Label ID
Select the label ID for this field in the profile section.
Long/Short Name
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
Setting Up the 360-Degree View
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 that Displays for the 360-Degree View
Role 1
• Role 1 (Sequence Number 10)
• Role 2 (Sequence Number 20)
• Role 3 (Sequence Number 30)
Agent B
Role 2
• Role 2 (Sequence Number 20)
• Role 3 (Sequence Number 30)
• Role 4 (Sequence Number 40)
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 A’s 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 B’s 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
Select the PeopleSoft PeopleTools role.
Transaction Group Name
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 360–Degree
View since it has the lowest sequence number.
View Type
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.
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
Object Name
User Links
RB_TD_ANON_LINK_PG
Application Packages
Lookup
RB_APPLPKG_PG1
360 Degree Search
Preference - 360 Degree
View Search Preference
RB_TD_USRSRCHPREF
Navigation
Usage
Set Up CRM, Product
Related, 360-Degree View,
User Links
Click the Package Tree
Viewer link on the User
Links page.
Define links that appear on
the 360-Degree Search page.
Set Up CRM, Product
Related, 360-Degree
View, 360 Degree Search
Preference
Select the search page used
to access the 360-Degree
View.
Search for and view
the available application
packages or classes provided
by PeopleSoft CRM.
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.
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Base Market
Select the base market where this user link applies.
Component Name and
Page Name
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
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.
Active
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
Details
Profile
The Profile section of the 360-Degree View is
configurable. It can display information such as, the
person’s name, company name, and address.
Profile buttons
The buttons in the profile section are configurable. The
buttons could be configured so the customer service
representative can view and update the person’s profile
information by clicking a button in the profile section of
360-Degree View.
Relationship Viewer
The customer service representative can view all the
relationships for the person.
Role
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.
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Component
Details
Go To
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.
Personalization Date Filter
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.
Log Interaction
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.
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
484
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
Details
Profile buttons
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.
Go To
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.
Personalization Date Filter
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.
Relationship viewer.
The customer service representative can view all the
relationships for the company.
360-Degree View Tree
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
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
Object Name
Navigation
360-Degree View
RB_TD_AGENT_VIEW
Select an existing customer
from the 360-Degree View
Search page.
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.
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 customer’s
relationships and hierarchy.
See Chapter 22, “Working
With the Relationship
Viewer,” page 281.
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
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.
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.
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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 360–Degree
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.
360-Degree View Tree
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 you’ll
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
490
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.
Interaction Status
Select the status for the interaction. Delivered values include: Busy, Callback,
Child Answered, Completed, Do Not Call Again, In Progress, and No Answer.
Callback Date
Select a date for callback.
Callback Time
Enter a time for callback.
Add Note
Add a note to the interaction. The note is saved in the 360-Degree
View Tree as a subinteraction.
Email
Click the email link to send the note to the customer. The profile must
have a valid email for this function to work.
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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
Object Name
Navigation
Usage
360-Degree View
RD_TD_AGENT_VIEW
Select an existing company
on the 360-Degree Search
page.
Use this page to manage all
company interactions.
360-Degree View Personalize
RB_TD_USER_PROF
Click the Personalization
Date Filter button on the
360-Degree View.
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.
Relationship Viewer
RB_TD_REL_VIEWER
Select an existing company
on the 360-Degree Search
page.
Select the Relationship
Viewer tab.
View the customer’s
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.
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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.
360-Degree View Tree
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 you’ll access the Company component where you can view
and update company’s 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
CHAPTER 36
Setting Up Customer Self-Service
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 site’s 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 you’ve 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 sense—for
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
Object Name
Navigation
Usage
Contact Us Topic
CONV_SUB_TOPIC_TBL
Set Up CRM, Common
Definitions, Contact Us,
Contact Us Topic, Contact
Us Topic
Define topics (subcategories
of subjects) that customers
can select when requesting
that you contact them.
Contact Us Subjects
SUBJECT_TABLE
Set Up CRM, Common
Definitions, Contact Us,
Contact Us Subject, Contact
Us Subject
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.
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 customer’s request to a particular worklist
Effective Date
The effective date of the email template data.
Description
Enter up to 36 characters describing the subject.
Contact Us Topic
Select topics to associate with this subject.
Email Template
For each subject-topic combination, specify the workflow email template that
is used to create the text in email notifications that the system sends.
Workflow Action
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
Object Name
Navigation
Usage
Product Registration Setup
RF_PROD_REG_SETUP
Set Up CRM, Product
Related, Installed Product,
Product Registration,
Product Registration Setup
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.
Catalogs
RF_PROD_REG_SETUP2
Set Up CRM, Product
Related, Installed Product,
Product Registration,
Catalogs
Select product catalogs that
can be used by self-service
users to look for and register
products not listed on the
Existing Product section.
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
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.
Status
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.
Modifiable
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.
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 contact’s own information.
• Maintaining a contact’s address book.
• Maintaining a consumer’s contact and address information.
• Maintaining a consumer’s 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 Customer–Facing 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
Object Name
Navigation
Usage
Sign In
RX_LOGIN
Sign In, Sign In
Sign in to PeopleSoft CRM
self-service.
Request a new password.
Forgot Password
RX_EMAIL_PSWD
Click the Password Hint
button on the Sign In page.
Forgot Password - Email
New Password
RX_EMAIL_PSWD2
Click the Continue button on
the Forgot Password page.
Answer a password hint
question to complete the
request for a new password.
Confirmation
RX_EMAIL_PSWD_CNFR
Click the Email New
Password button on the
Forgot Password - Email
New Password page.
Confirms that the password
has been reset and mailed.
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 you’ve 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 user’s 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 user’s 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
Object Name
Navigation
Usage
Sign In
RX_LOGIN
Sign In, Sign In
Sign in to PeopleSoft CRM
self-service.
Register as a personal user.
Registration
RX_REGISTER
Click the Personal User
Registration link on the Sign
In page.
Business User Registration
RX_REGISTER_REPCHK
Click the Business User
Registration link on the Sign
In page.
Identify the company for a
business user.
Register as a Business User
for <Your Company>
RX_REGISTER_REP
Click the Continue button
on the Business User
Registration page.
Register as a business user.
Registration Confirmation
RX_REGISTER_CNFRM
Click the Submit
Registration button on the
Registration page or the
Register as a Business User
for <Your Company> page.
Review registration
information.
Registering as a Personal User
Access the Registration page for personal users.
Registration page (1 of 2)
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Registration page (2 of 2)
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
Object Name
Navigation
Usage
Profile
RX_PROFILE
Profile, Profile
Access general-purpose
self-service transactions.
Review and edit name and
sign in information.
Name and Sign In
RX_NAME_SIGNIN
Click the Name and Sign In
link on the Profile page.
Profile - Change Name
RX_NAME_CHNG
Click the Change Name
button on the Name and Sign
In page
Update name information.
Profile - Change Password
RX_PSWD_CHNG
Click the Change Password
button on the Name and Sign
In page
Enter a new password.
Profile - Change Password
Hint
RX_HINT_CHNG
Click the Change Password
Hint button on the Name
and Sign In page
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 Contact’s 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 information—such 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
Contact’s Address Book, page 525
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Pages Used to Maintain Contact Information of a Contact
Page Name
Object Name
Navigation
Profile
RX_PROFILE
Profile, Profile
Profile - Default Addresses
RX_PROFILE_DFLTS
Click the Default Addresses
link on the Profile page.
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
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 contact’s
primary address, phone
number and email address.
Change the contact’s
address, phone number, and
email address information.
Create or update addresses
associate with the user.
Confirm that the address,
phone number, or email
address is to be deleted.
Navigating a Contact’s Personal Contact and Address Pages
The following diagram shows the navigation among the pages that contacts use to maintain personal information.
Default
Addresses
Change Contact
Information button
Profile Contact
Information
Edit link or
New Address
button
Delete link
Create New
Address or Update
Address (for self)
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 Contact’s 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 Contact’s 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 customer’s 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 Contact’s Address Book
Page Name
Object Name
Navigation
Profile
RX_PROFILE
Profile, Profile
Address Book (View
Addresses)
RX_ADR_CUST_INFO
• 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 Customer’s Primary
Information page.
Address Book (View
Contacts)
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RX_ADR_CUST_CNTCT
Usage
Access general-purpose
self-service transactions.
Review addresses associated
with the customer being
represented.
Review contacts associated
Click the View Contacts
with the customer being
link on the Address Book
(View Addresses) page or the represented.
Address Book - Customer’s
Primary Information page.
Address Book - Customer’s RX_ADR_CUST_DFLTS
Primary Information
Click the View Customer’s
Primary Information link on
the Address Book (View
Addresses) or Address Book
(View Contacts) page.
Review the default contacts
and addresses used for
specific purposes.
Address Book - Create
New Contact
RX_ADR_NEW_REP
Click the Add New Contact
button on the Address Book
(View Addresses) page or
the Address Book (View
Contacts) page.
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 - Customer’s
Book - Customer’s
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.
Address Book - Select
Address
RX_ADR_SEL_CUST_DF
• Select a new primary
• Click the Replace link of
address for any of the
any address on the Address
address roles shown on
Book - Customer’s
the Address Book Primary Information page.
Customer’s 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.
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Page Name
Address Book - Contact
Information
Working with Customer Self-Service Transactions
Object Name
RX_ADR_REP_INFO
Navigation
• Click the Edit link of any
contact on the Address
Book - Customer’s
Primary Information page.
Usage
Edit an existing contact’s
information.
• Click the Edit link on the
Address Book (View
Contacts) page.
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.
Address Book - Create
New Address
RX_ADR_CUST_ADDR,
RX_ADR_NEW_ADDR
• Click the Add New
Address button on the
Address Book (View
Addresses) page.
Add a new address for the
customer. The address does
not need to be associated
with a specific contact.
• Click the Add New
Address link on the
Address Book - Select
Address page
Address Book - Update
Address
RX_ADR_CUST_ADDR,
RX_ADR_REP_ADDR
• Click the Edit link of any
address on the Address
Book - Customer’s
Primary Information page.
Modify an existing address.
• Click the Edit link on the
Address Book (View
Addresses) page.
Delete Confirmation
RX_ADR_DEL_CONFIRM
• 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.
Confirm that you want
to delete an address or
contact. A deleted address is
removed from the contact’s
address book, but remains
in the system with an End
Date equal to the date it was
deleted.
Navigating a Contact’s Address Book
A contact’s address book has three staring points:
• Address Book (View Addresses)
• Address Book (View Contacts)
• Address Book - Customer’s 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
Create New
Contact
New Address button
Create New
Address
Edit link
Update Address
Delete link
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
Create New
Contact
Edit link
Contact
Information
Delete link
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 Customer’s Primary Information page.
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Customer's Primary
Information
Replace link
(for any contact)
Select Contact
Replace link
(for any addresst)
Edit link
(for any contact)
Select Address
Contact
Information
Add
new address
Select Contact
Update Address
Add New
Address button
Create New
Address
Copy
existing contact
Edit link
(for any address)
Create New
Address
Edit link
Delete link
Update Address
Delete
Confirmation
Copy
existing address
Select Address
Pages accessed from the Address Book - Customer’s 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
Select from the following: Show all addresses, Show billing addresses, Show
install-to site addresses, Show shipping addresses and Show sold-to addresses.
Billing, Shipping, and
Sold To
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 company’s primary addresses, go to the Address
Book - Customer’s 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 customer’s primary contacts, go to the Address
Book - Customer’s Primary Information page.
Reviewing Customer’s Primary Information
Access the Address Book - Customer’s Primary Information page.
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Address Book - Customer’s Primary Information page
The page displays the customer’s 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 contact’s 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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Address Book - Update Address page
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 Consumer’s 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 Consumer’s Contact
and Address Information
Page Name
Object Name
Navigation
Profile
RX_PROFILE
Profile, Profile
Profile - Default Addresses
RX_PROFILE_DFLTS
Click the Default Addresses
link on the Profile page.
Profile - Contact Information RX_ADR_MY_INFO
Address Book - Customer’s RX_ADR_CUST_DFLTS
Primary Information
Address Book - Select
Address
RX_ADR_SEL_CUST_DF
Address Book - Create New RX_ADR_CUST_ADDR
Address, Address Book Update Address
Address Book - Delete
Confirmation
RX_ADR_DEL_CONFIRM
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 Customer’s Primary
Information page, click the
Replace link for any address.
Usage
Access general-purpose
self-service transactions.
Update the consumer’s
default contact information,
shipping address, and billing
address information
Change the consumer’s
address, phone number and
email address information.
Review the consumer’s
primary address, primary
billing, and primary shipping
addresses.
Select a new address of
any of the address roles
shown on the Address Book
- Customer’s Primary
Information page.
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 Customer’s 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
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
Customer's
Primary
Information
Profile - Contact
Information
Add new address
Create New
Address
Copy contact
Select Contact
Edit link
Update Address
Delete link
Edit link
Replace link
Delete
Confirmation
Update Address
Select Address
Copy address
Add new address
Create New
Address
Select Address
Copy existing
contact
Select Contact
Copy existing
address
Select Address
Pages used to maintain a consumer’s contact information
Reviewing a Consumer’s Primary Contact and
Address Information
Access the Profile - Default Addresses page.
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Profile - Default Addresses page
Reviewing a Consumer’s Primary Addresses
Access the Address Book - Customer’s Primary Information page.
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Address Book - Customer’s Primary Information page
The page displays the consumer’s 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 Consumer’s Contact Information
Access the Profile - Contact Information page
See Chapter 37, “Working with Customer Self-Service Transactions,” Maintaining a
Contact’s 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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Address Book - Update Address page
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 Consumer’s 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
Object Name
Navigation
Usage
Profile
RX_PROFILE
Profile, Profile
Access general-purpose
self-service transactions.
Review addresses associated
with the consumer.
Address Book
RX_ADR_CONSUMER
Click the Address Book link
on the Profile page.
Address Book - Update
Address
RX_ADR_CUST_ADDR
Click the Edit link of any
address on the Address
Book page.
Modify an address in the
address book.
Address Book - Create
New Address
RX_ADR_NEW_REP
Address Book - Select
Address
RX_ADR_SEL_CUST_DF
On the Address Book page,
click the Add New Address
button.
• Click the Replace link
on the Address Book Customer’s Primary
Information.
Create an address in
the address book for the
consumer.
Select an address to copy
into a new address book
entry.
• Click the Copy Existing
Address link on the
Address Book - Create
New Address page.
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 Consumer’s 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
Create New
Contact
New Address button
Create New
Address
Edit link
Update Address
Delete link
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 contact’s name appears in the name columns. If the address
is associated only with a consumer, the consumer’s 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
Consumer’s 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
Object Name
Navigation
Profile
RX_PROFILE
Profile, Profile
Contact Directory
WC_CONTACT_DIR
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 agent’s chat window
automatically displays the 360–degree 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 Customer–Facing 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
Navigation
RF_PROD_REG_SRCH
Product Registration,
Product Registration
Product Registration RF_PROD_REG_DET
Product Registration Details
Usage
Select to register new or
existing products.
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
552
Click to return to the Product Registration page.
PeopleSoft Proprietary and Confidential
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 customer’s 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 technician’s truck (as a result of interunit
transfer or purchase order) and installed at customer’s 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 customer’s 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. Let’s 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 technician’s 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 illustrated—an item is associated with multiple products.
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Refrigertor #1
(item)
Refrigertor #2
(item)
Refrigertor #3
(item)
Refrigerator
#1
(product)
Refrigerator
#2
(product)
Refrigerator
#3
(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 Inventory and PeopleSoft Purchasing or
Third-Party Inventory and Purchasing Systems
PeopleSoft FieldService
CRM
Item
Definitions
Inventory
and
Purchasing
Item
Definitions
Item Master - CRM
EIP
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
Under Initialization
Status as shown
in system
Under Init
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
560
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.
Hold
Hold
The item definition is on hold in your system.
Inactive
Inactive
The item is no longer active in your system.
Discontinue
Discnt
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.
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
Object Name
Navigation
Usage
Item Number Control
ITEM_NBR_CONTROL
Items CRM, Item Number
Control
Define whether new items
are numbered sequentially or
manually.
Item Groups
INV_ITEM_GROUP
Items CRM, Item Groups
Define groups to categorize
items. Item group can be
used as an alternate search
key for item ID.
Item Families
PROD_FAMILY_INV
Items CRM, Item Families
Stock Types
INV_STOCK_TYPE
Items CRM, Stock Types
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.
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
Usage
Define an inventory item at
the setID level.
• Items CRM, Review Item
Definition, Item Definition
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 item’s
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)
Enter long and short descriptions. You cannot include embedded single
or double quotation marks in the description text.
Standard Unit of Measure
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
Displays the date that the current status of the item definition was updated.
Stock Type
Select the owner of the stock if the item is non-owned. Stock types
must first be established on the Stock Types page.
Item Group
Select a group ID to categorize the item as an alternate search key. Item
groups are established on the Item Groups page.
Family
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
Select if the item is physically stocked in inventory. You cannot create
transactions in PeopleSoft Inventory for non-inventory items.
Non-Owned Item
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.
Consigned
Select if the item is consigned. Only non-owned items can be 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 item’s 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-serial−controlled 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-serial−controlled 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 customer’s 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.
Returnable
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 customer’s installed product record
to reflect the removal of the installed item.
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
Click the prompt to select a schema to be used for the configuration of the
item. The field is applicable only to PeopleSoft Configurator.
Distribution Model
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
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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 item’s 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
Select the warranty associated with the item. Warranties are
established on the Warranty page.
Status
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 doesn’t need to
be sequential, though it must be greater than 0.
Substitute Item ID
Select the item ID of the substitute item.
From Date
Enter the date that the substitute item becomes a valid substitution
option. The default is the current date.
To Date
Enter the date that the substitute item is no longer a valid substitution
option. The default is December 31, 2099.
Rate
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 item’s standard unit of measure.
Use for Shipments
Select if substitute item is valid for material stock requests during
the picking process in your inventory system.
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, you’ll 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 item’s 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
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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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Defining Items
Note. In PeopleSoft FieldService, the system uses the item’s standard UOM
for all item transactions initiated from the Manage Material component.
Similarly, in PeopleSoft Support, the system uses the item’s 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
This field is only applicable to PeopleSoft Supply Chain Management.
Default Stocking UOM
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.
Shipping
The UOM is used for shipping/issues transactions in PeopleSoft Inventory.
Stocking
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.
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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 customer’s 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 record—not 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.
Common Elements Used in This Section
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.
Quantity and Per
Enter the quantity of the component required per assembly or order of the end
item, in the item’s standard unit of measure defined for the component item.
The quantity is used primarily in PeopleSoft Manufacturing environments.
Pages Used to Define Item Assemblies
Page Name
Object Name
Navigation
Usage
Assemblies Maintenance Summary
EN_BOM_MAINT
Items CRM, Assemblies,
Summary
Define and maintain the
serviceable components
for a given combination of
setID and item.
Describe the service
assembly and record any
applicable notes.
Assemblies Maintenance Assembly
EN_BOM_TEXT
Items CRM, Assemblies,
Assembly
Assemblies Maintenance Components
EN_COMP_MAINT
Items CRM, Assemblies,
Components
View or modify details about
each assembly component.
Assemblies Maintenance Component Notes
EN_COMP_TEXT
Items CRM, Assemblies,
Component Notes
View or record notes related
to a specific component on a
service assembly.
Specifying Assembly Components
Access the Assemblies Maintenance - Summary page.
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Assembly Quantity
The Assembly Qty (assembly quantity) field represents the end item quantity in the item’s 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.
Quantity and Per
Enter the quantity of the component required per assembly or order of the end
item, in the item’s standard unit of measure defined for the component item.
The quantity is used primarily in PeopleSoft Manufacturing environments.
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.
Common Elements Used in This Section
Quantity and Per
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Displays the quantity of the component required per assembly or order of the
end item, in the item’s standard unit of measure defined for the component item.
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Pages Used to View Assembly Information
Page Name
Object Name
Navigation
Usage
Assemblies Inquiry Summary
EN_BOM_INQUIRY
Items CRM, Review
Assemblies, Summary
Assemblies Inquiry Assembly
EN_BOM_INQ_HEADER
Items CRM, Review
Assemblies, Assembly
Assemblies Inquiry Components
EN_BOM_INQUIRY_D
Items CRM, Review
Assemblies, Components
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.
Assemblies Inquiry Component Notes
EN_BOM_INQ_D_TXT
Items CRM, Review
Assemblies, Component
Notes
View notes related to a
specific component on a
service assembly.
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.
Item ID
Select the end item for which a service assembly has been defined.
Assembly Type
Select Service. Although other assembly types are available, for PeopleSoft
CRM applications, only Service is applicable.
Assembly Code
Select the version of the service assembly defined for the setID and item
combination. Assembly codes can range from 1 to 99.
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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.
Show All Components
Select to view all components defined for a service assembly
regardless of the effective date.
Depth
Enter the component level of the service assembly. To view all levels, enter 99.
Display
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.
Assembly
You see the following information for each returned service assembly:
Lvl (level)
The level of the component on the service assembly.
Component ID
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
Displays the level in the service assembly at which the
component item is defined.
Item
Displays the item ID and description.
Op Seq (operation sequence)
Displays the sequence in which the component appears in
the assembly structure.
Warranty Information
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 Inventory and PeopleSoft Purchasing or
Third-Party Inventory and Purchasing Systems
PeopleSoft CRM
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.
Common Elements Used in This Section
(message log)
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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
Usage
• 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.
Check item balances in for
the inventory business units
included in the distribution
network defined for your
customer support or field
service operations.
• 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.
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.
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
Click the Message Log
icon displayed on the Item
Balance by Business Units
page or the Item Balance by
Group Members page.
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)
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.
Quantity Available
Displays the amount of the item that is available to fulfill orders in the
inventory business unit, in the item’s standard unit of measure.
Quantity On Hand
Displays the amount of the item that is currently stored in the inventory
business unit, in the item’s standard unit of measure.
Quantity Owned
Displays the amount of the item that is owned by the inventory business
unit, in the item’s 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
Displays the name of the provider group assigned to the service order
line tied to the material line on the Manage Material page.
IN Unit (inventory business
unit)
Identifies the inventory business unit where your technician’s truck
stock storage locations are defined.
Quantity Available
Displays the amount of the item that is available to fulfill orders in the
group member’s good truck stock storage location.
Area, Level 1, Level 2,
Level 3, and Level 4
Identifies the material storage area in PeopleSoft Inventory or your third-party
inventory system that corresponds to the worker’s 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 technician’s truck stock has not been defined or the storage
location-item combination is invalid in your inventory system.
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Setting Up Products
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 competitor’s 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 products—product brand, product category, product
group, and product attributes−can 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 products—elements 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
Product Package:Top
Level Pricing
Product Package:
Component Level
Pricing
Define Product
Define Product
Define Product
Select Package
Components
Select Package
Components*
Choose Unit of
Measure
Choose Unit of
Measure
Choose Unit of
Measure
Establish Price
Establish Price
Page(s)
Product
Definition
Package
Components
Units of
Measure
Product
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 business—for example, height, weight, and
color—using 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
Object Name
Navigation
Usage
Product Installation
PROD_INSTALLATION
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.
Installed Product Defaults
RF_INSTPRD_DFLT
Product Group
PROD_GROUP_TBL
Products CRM, Product
Groups
Define product group codes.
Product Category
PROD_CATEGORY
Products CRM, Category
Define and group products
into logical categories.
Product Brand
PROD_BRAND
Products CRM, Brand
Define brand codes and
maintain the brands that
you sell.
Competitor Codes
COMPETITOR_CD
Products CRM, Competitor
Codes
Define competitor codes
to cross-reference your
products with those of your
competitors and to track
competition on buying
agreements, orders, and
quotes.
Relations
RB_RELATIONS
Set Up CRM, Common
Definitions, Codes and
Autonumbering, Product
Relations Codes
Review delivered Relation
IDs; define additional
Relation IDs for use in
defining connections
between one product and
another.
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.
Components can be deleted
Select to enable deletion of components in a product package.
Alternate Priority
Required
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.
Alternate Quantity
Required
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.
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 parameters—pricing
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).
Global
Select to include all products in this product group. When selected, a product
is included in this group even if you haven’t 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.
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
Freeform text of up to 30 characters that describes the category.
Short Description
Freeform text of up to 10 characters.
Defining Product Brands
Access the Product Brand page.
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Product Brand page
Description
Freeform text of up to 30 characters that describes the brand.
Short Description
Freeform text of up to 10 characters.
Setting up Competitor Codes
Access the Competitor Codes page.
Competitor Codes page
Description
Freeform text of up to 30 characters that describes the competitor.
Short description
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 Complements—COMPL; 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 them—for 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.
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Relation ID
Enter an ID for the relationship.
Description
Enter a description of the relationship.
Required
Select to place the Required check box on the Product Relationships page—the
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.
Priority
Select to place the Priority field on the Product Relationships page—the 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.
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Quantity
Select to place the Quantity field on the Product Relationships page—the
page on which you specify actual product relationships. This can be
used to associate a number with a relationship.
Catalog
Select to place the Catalog check box on the Product Relationships
page—the 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).
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
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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
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.
Product Definition − Images PROD_IMAGES
Products CRM, Product
Definition
Associate images of
different sizes with a
product.
Product Definition − Branch PROD_BSCRIPT
Scripts
Products CRM, Product
Definition
Associate a branch
script with a product.
The association enables
the runtime program that
accesses the product to
initiate the correct branch
script.
Product Definition − Product PROD_GROUP_LNK
Groups
Products CRM, Product
Definition
Group products so that they
share the same processing
parameters—for example,
pricing by product line or
reporting by product line.
Product Definition - Regions PROD_REGION
Products CRM, Product
Definition
Associate products with
regions if you want to sell
products selectively based
on geographic area.
Product Definition Competitors
PROD_COMPTTRS
Products CRM, Product
Definition
Keep track of competitors’
equivalent products by
product number. You can use
this information for sales
analysis and reporting.
Installed Product
PROD_INSTALL
Products CRM, Product
Definition, Installed Product
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.
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.
Standard Unit of Measure
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.
Standalone Product For
Business
Select if the product is available in standalone form (not part
of a package) to businesses.
Consumer
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
Select to designate the product as a package.
Package Pricing Options
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.
Configuration Schema
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”.
Additional Fields
Model Number and Catalog
Number
If a product appears in another vendor’s catalog, you can enter a the
product’s catalog number and model number.
Product Brand
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
Click to view the contents of the attachment.
Type
Specify the type of attachment: None, Disclosure, or Prospectus.
Required
Select to identify whether the user must view the attachment to order the
product, or whether the information is supplemental.
Added By
Displays the name of the person who added the attachment.
Datetime Added
Time stamp for when the attachment was added.
Delete
Select this button to delete the current row and remove the
corresponding attached file.
Attach a 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
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.
Browse
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
Chapter 42
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
606
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.
Product Group
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
Primary Reporting
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.
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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 you’ve 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.
All Except Regions Below
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
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Specify the start of end dates of product availability or unavailability.
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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
Product Attributes by UOM PROD_UOM
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.
Assigning a Unit of Measure
Access the Product Attributes by UOM page.
Product Attributes by UOM page
Standard Unit of Measure
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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)
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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.
Default
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
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.
Increment
Enter a value if a product can be sold only in specific increments.
Minimum Selling Price
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.
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
Object Name
Package Components
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
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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.
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UOM (unit of measure)
Enter the UOM (unit of measure) for the product.
Default Quantity
Enter the default quantity for the component. This number must be
between the minimum and maximum for this component.
Assembly and Order
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.
Minimum and Maximum
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.
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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
Select to ship the available product package components
without waiting for this one.
Package Component Prices
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
package—whether optional or required—must 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
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Max Total Components = 4
Component A
Min Qty = 0
Max Qty = 1
Component B
Min Qty = 0
Max Qty = 1
Component C
Min Qty = 0
Max Qty = 1
Component D
Min Qty = 0
Max Qty = 2
Component E
Min Qty = 0
Max Qty = 2
Component F
Min Qty = 0
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
Max Total Components = 4
Component A
Min Qty = 1
Max Qty = 1
Component B
Min Qty = 1
Max Qty = 1
Component C
Min Qty = 0
Max Qty = 1
Component D
Min Qty = 0
Max Qty = 1
Component E
Min Qty = 0
Max Qty = 1
Component F
Min Qty = 0
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
Package Component Pricing PRODKIT_COMPS_PRC
Navigation
Usage
Products CRM, Price
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.
Products CRM, Package
Component Pricing
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.
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
Enter the list price that you have established for the product. The system
applies price adjustments against the list price.
Recurring Price
Enter a recurring price.
Frequency
Enter the frequency of the recurring price.
MSRP
Enter the manufacturer’s suggested retail price.
Unit Cost
Enter the cost per unit.
Package Pricing
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
Enter a unit cost for the package.
Unit of Measure
Displays the unit of measure from the Product Attributes by UOM page.
Component Pricing
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Component
Displays the component ID defined on the Package Components page.
Component Price
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
Displays the values from the Package Components page.
Package Components
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 customer’s 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
page—the 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
Object Name
Navigation
Usage
Product Relationships
PROD_RELATIONS
Products CRM,
Relationships
Define relationships
between products.
Relationships Overview
PROD_REL_OVERVIEW
Products CRM,
Relationships Overview
View effective relationships
between products.
Establishing Product Relationships
Access the Product Relationships page.
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Product Relationships page
Product Relationship
Specify