PeopleSoft CRM 9.2: Product and Item

PeopleSoft CRM 9.2: Product and
Item Management
June 2013
PeopleSoft CRM 9.2: Product and Item Management
CDSKU crm92pbr0
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Contents
Preface..........................................................................................................................................................ix
Understanding the PeopleSoft Online Help and PeopleBooks............................................................. ix
PeopleSoft Hosted Documentation................................................................................................. ix
Locally Installed Help..................................................................................................................... ix
Downloadable PeopleBook PDF Files............................................................................................ix
Common Help Documentation........................................................................................................ix
Field and Control Definitions.......................................................................................................... x
Typographical Conventions.............................................................................................................. x
ISO Country and Currency Codes.................................................................................................. xi
Region and Industry Identifiers...................................................................................................... xi
Access to Oracle Support...............................................................................................................xii
Documentation Accessibility..........................................................................................................xii
Using and Managing the PeopleSoft Online Help...............................................................................xii
PeopleSoft CRM Related Links........................................................................................................... xii
Contact Us........................................................................................................................................... xiii
Follow Us.............................................................................................................................................xiii
Chapter 1: Getting Started with PeopleSoft CRM Product and Item Management.......................... 15
PeopleSoft CRM Product and Item Management Overview............................................................... 15
PeopleSoft CRM Product and Item Integrations..................................................................................15
PeopleSoft CRM Product and Item Implementation............................................................................15
Chapter 2: Understanding Products and Items in PeopleSoft CRM................................................... 17
Products................................................................................................................................................. 17
Items...................................................................................................................................................... 18
The Relationship Between Products and Items....................................................................................18
Chapter 3: Setting Up Product Definitional Elements.......................................................................... 21
Understanding Product Definitional Elements..................................................................................... 21
Creating Product Definitional Elements...............................................................................................22
Pages Used to Set Up Product Definitional Elements...................................................................23
Product Installation Page................................................................................................................23
Installed Product Defaults Page..................................................................................................... 24
Setup Auto Numbers Page............................................................................................................. 25
Product Group Page....................................................................................................................... 26
Linked Products Page.....................................................................................................................28
Product Category Page................................................................................................................... 28
Product Brand Page........................................................................................................................28
Competitors Page............................................................................................................................29
Script Page......................................................................................................................................29
Product Relations Codes Page....................................................................................................... 30
Attribute Definition Page............................................................................................................... 31
Chapter 4: Defining Items.........................................................................................................................33
Understanding Item Definition in PeopleSoft CRM............................................................................ 33
Item Status...................................................................................................................................... 34
Defining Item Control Values...............................................................................................................35
Pages Used to Define Item Control Values................................................................................... 36
Item Number Control Page............................................................................................................ 36
Item Group Page............................................................................................................................ 37
Item Family Page........................................................................................................................... 38
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Contents
Stock Type Page............................................................................................................................. 39
Defining and Maintaining Items...........................................................................................................39
Pages Used to Define and Maintain Items.................................................................................... 40
Item Definition Page...................................................................................................................... 40
Item Substitutes Page..................................................................................................................... 46
Associating Items with Additional UOMs........................................................................................... 47
Page Used to Associate Items with Additional UOMs..................................................................47
Unit of Measure Page.................................................................................................................... 47
Chapter 5: Working with Item Assemblies.............................................................................................51
Understanding Item Assemblies........................................................................................................... 51
Defining Item Assemblies.................................................................................................................... 51
Pages Used to Define Item Assemblies.........................................................................................52
Common Elements Used in Defining Item Assemblies................................................................ 52
Assemblies - Summary Page......................................................................................................... 52
Assemblies - Assembly Page......................................................................................................... 54
Assemblies - Components Page.....................................................................................................54
Assemblies - Component Notes Page............................................................................................55
Viewing Assembly Information............................................................................................................56
Pages Used to View Assembly Information.................................................................................. 56
Common Elements Used in Viewing Assembly Information........................................................57
Review Assemblies - Summary Page............................................................................................ 57
Review Assemblies - Components Page....................................................................................... 58
Chapter 6: Checking Item Balances and Availability............................................................................61
Understanding Balance Inquiries..........................................................................................................61
Item Availability Inquiries..............................................................................................................61
Item Balance Inquiries by Business Units..................................................................................... 62
Item Balance Inquiries by Group Members...................................................................................62
Viewing Balance Information............................................................................................................... 63
Pages Used to View Balance Information..................................................................................... 64
Common Elements Used in Viewing Balance Information........................................................... 65
Item Balance by Business Units Page........................................................................................... 65
Item Balance by Group Members Page.........................................................................................66
Return Message from Inventory Page........................................................................................... 67
Chapter 7: Setting Up Products............................................................................................................... 69
Understanding Products in PeopleSoft CRM....................................................................................... 69
Product Definitions in PeopleSoft CRM....................................................................................... 69
Integrations with PeopleSoft SCM and PeopleSoft Proposal Management...................................70
Defining Products..................................................................................................................................73
Pages Used to Define Products......................................................................................................73
Product Definition - Definition Page............................................................................................. 74
Product Definition - External Description Page............................................................................ 76
Product Definition - Attributes Page............................................................................................. 77
Product Definition - Attachments Page......................................................................................... 79
Product Definition - Installed Product Page.................................................................................. 79
Product Definition - Product Groups Page.................................................................................... 80
Product Definition - Images Page..................................................................................................80
Product Definition - Branch Scripts Page......................................................................................81
Product Definition - Regions Page................................................................................................ 82
Product Definition - Competitors Page..........................................................................................83
Assigning Product UOMs.....................................................................................................................83
Page Used to Assign Product UOMs.............................................................................................83
vi
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Contents
Product Unit Of Measure Page...................................................................................................... 83
Defining Product Packages...................................................................................................................84
Page Used to Define Product Packages.........................................................................................85
Prerequisite......................................................................................................................................85
Package Components Page.............................................................................................................85
Establishing Product Prices.................................................................................................................. 87
Pages Used to Establish Product Prices.........................................................................................88
Understanding Product Pricing...................................................................................................... 88
Product Price Page......................................................................................................................... 88
Package Component Pricing Page................................................................................................. 89
Managing Product Relationships.......................................................................................................... 91
Pages Used to Manage Product Relationships...............................................................................91
Understanding Product Relationships............................................................................................ 91
Prerequisites.................................................................................................................................... 92
Product Relationships - Product Relationships Page..................................................................... 92
Entering Product Notes.........................................................................................................................93
Page Used to Define Product Notes.............................................................................................. 93
Prerequisite......................................................................................................................................93
Product Notes Page........................................................................................................................ 93
Chapter 8: Defining Options for Integration to the Asset Repository Module in PeopleSoft
Financials.................................................................................................................................................... 95
Understanding Integration Options for the Asset Repository Module................................................. 95
Chapter 9: Creating Catalogs...................................................................................................................97
Understanding Catalogs........................................................................................................................ 97
Catalogs in PeopleSoft CRM......................................................................................................... 97
Prerequisites.......................................................................................................................................... 98
Creating Catalog Display Templates.................................................................................................... 99
Pages Used to Create Catalog Display Templates.........................................................................99
Understanding Catalog Display Templates.................................................................................. 100
Display Template Page.................................................................................................................100
Product Display Page Page.......................................................................................................... 102
Product Compare Page Page........................................................................................................ 105
Product Details Page.................................................................................................................... 107
Featured Products Page................................................................................................................ 109
Product Search Page.....................................................................................................................110
Defining Catalog Content and Permissions........................................................................................111
Pages Used to Define Catalog Contents and Permissions........................................................... 112
Understanding Catalog Content and Permissions........................................................................ 112
Product Catalog Page................................................................................................................... 114
Clone a Catalog Page................................................................................................................... 116
Product Association Page.............................................................................................................118
Security Membership Page...........................................................................................................120
Recommendation Page................................................................................................................. 121
Nested Catalogs Page................................................................................................................... 122
Featured Products Page................................................................................................................ 122
Searching Catalogs..............................................................................................................................123
Page Used to Search Catalogs..................................................................................................... 124
Understanding Product Searches..................................................................................................124
Find Products Page.......................................................................................................................125
Chapter 10: Tracking Installed Products.............................................................................................. 127
Understanding Installed Products....................................................................................................... 127
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Contents
How Installed Products Are Used................................................................................................127
How Installed Products Are Created and Updated...................................................................... 127
System-Created Service Orders for Installed Products................................................................129
Warranty Activation on Installed Products.................................................................................. 129
Hierarchical Views of Installed Products.....................................................................................130
Use of Display Templates in the Installed Product Component.................................................. 132
Understanding Installed Assets...........................................................................................................133
How the CRM Installed Asset Table is Updated.........................................................................133
How New Assets in PeopleSoft Financials are Identified in CRM............................................. 133
Understanding Hardware Asset Information Mapping and Reconciliation........................................135
Product Mapping for Hardware Assets........................................................................................135
Reconciling Asset Information and Defaults............................................................................... 136
Defining Creation and Update Rules for Installed Products.............................................................. 137
Pages Used to Define Creation and Update Rules for Installed Products................................... 137
Installed Product Defaults Page................................................................................................... 137
Product Definition - Installed Product Page................................................................................ 140
Configuring Installed Product Display Options................................................................................. 142
Pages Used to Configure Installed Product Display Options...................................................... 143
Installed Product Status Options Page......................................................................................... 143
Configuration Options Page......................................................................................................... 144
Define Status Translates Page......................................................................................................145
Setting Up Trees for Installed Products............................................................................................. 146
Pages Used to Set Up Trees for Installed Products..................................................................... 147
General Options Page...................................................................................................................147
Define Nodes Page....................................................................................................................... 149
Test Tree Page.............................................................................................................................. 152
Copying Trees..................................................................................................................................... 153
Page Used to Copy a Tree........................................................................................................... 154
Copy Tree As Page...................................................................................................................... 154
Configuring Roles............................................................................................................................... 154
Page Used to Configure Roles.....................................................................................................154
Configure Role Page.................................................................................................................... 155
Setting Up Product Registration......................................................................................................... 156
Managing Installed Products.............................................................................................................. 156
Pages Used to Manage Installed Products................................................................................... 156
Installed Product - Installed Product Page or Installed Assets - Installed Product Page..............157
Installed Product - Preventive Maintenance Detail Page.............................................................165
Installed Product - Attributes Page or Installed Assets - Attributes Page....................................166
Installed Product - History Page or Installed Assets - History Page........................................... 166
Viewing Installed Product Hierarchies............................................................................................... 169
Page Used to View the Installed Product Hierarchy................................................................... 170
Installed Product Hierarchy Page.................................................................................................170
Mapping and Reconciling Asset Information.....................................................................................172
Pages Used to Map and Reconcile Asset Information................................................................ 172
Prerequisites.................................................................................................................................. 173
Terms and Definitions.................................................................................................................. 173
Product Mapping for Hardware Assets Page...............................................................................175
Asset Reconciliation Page............................................................................................................ 176
viii
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Preface
Understanding the PeopleSoft Online Help and PeopleBooks
The PeopleSoft Online Help is a website that enables you to view all help content for PeopleSoft
Applications and PeopleTools. The help provides standard navigation and full-text searching, as well as
context-sensitive online help for PeopleSoft users.
PeopleSoft Hosted Documentation
You access the PeopleSoft Online Help on Oracle’s PeopleSoft Hosted Documentation website, which
enables you to access the full help website and context-sensitive help directly from an Oracle hosted
server. The hosted documentation is updated on a regular schedule, ensuring that you have access to the
most current documentation. This reduces the need to view separate documentation posts for application
maintenance on My Oracle Support, because that documentation is now incorporated into the hosted
website content. The Hosted Documentation website is available in English only.
Locally Installed Help
If your organization has firewall restrictions that prevent you from using the Hosted Documentation
website, you can install the PeopleSoft Online Help locally. If you install the help locally, you have more
control over which documents users can access and you can include links to your organization’s custom
documentation on help pages.
In addition, if you locally install the PeopleSoft Online Help, you can use any search engine for fulltext searching. Your installation documentation includes instructions about how to set up Oracle Secure
Enterprise Search for full-text searching.
See PeopleTools 8.53 Installation for your database platform, “Installing PeopleSoft Online Help.” If you
do not use Secure Enterprise Search, see the documentation for your chosen search engine.
Note: Before users can access the search engine on a locally installed help website, you must enable the
Search portlet and link. Click the Help link on any page in the PeopleSoft Online Help for instructions.
Downloadable PeopleBook PDF Files
You can access downloadable PDF versions of the help content in the traditional PeopleBook format.
The content in the PeopleBook PDFs is the same as the content in the PeopleSoft Online Help, but it has
a different structure and it does not include the interactive navigation features that are available in the
online help.
Common Help Documentation
Common help documentation contains information that applies to multiple applications. The two main
types of common help are:
•
Application Fundamentals
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ix
Preface
•
Using PeopleSoft Applications
Most product lines provide a set of application fundamentals help topics that discuss essential information
about the setup and design of your system. This information applies to many or all applications in the
PeopleSoft 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 the appropriate application fundamentals help. They provide the starting points for fundamental
implementation tasks.
In addition, the PeopleTools: PeopleSoft Applications User's Guide introduces you to the various
elements of the PeopleSoft Pure Internet Architecture. It also explains how to use the navigational
hierarchy, components, and pages to perform basic functions as you navigate through the system. While
your application or implementation may differ, the topics in this user’s guide provide general information
about using PeopleSoft Applications.
Field and Control Definitions
PeopleSoft documentation includes definitions for most fields and controls that appear on application
pages. These definitions describe how to use a field or control, where populated values come from, the
effects of selecting certain values, and so on. If a field or control is not defined, then it either requires
no additional explanation or is documented in a common elements section earlier in the documentation.
For example, the Date field rarely requires additional explanation and may not be defined in the
documentation for some pages.
Typographical Conventions
The following table describes the typographical conventions that are used in the online help.
Typographical Convention
Description
Bold
Highlights PeopleCode function names, business function
names, event names, system function names, method names,
language constructs, and PeopleCode reserved words that must
be included literally in the function call.
Italics
Highlights 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.
Italics also highlight references to words or letters, as in the
following example: Enter the letter O.
x
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 the W key.
Monospace font
Highlights a PeopleCode program or other code example.
. . . (ellipses)
Indicate that the preceding item or series can be repeated any
number of times in PeopleCode syntax.
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Preface
Typographical Convention
Description
{ } (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.
⇒
This continuation character has been inserted at the end of a
line of code that has been wrapped at the page margin. The
code should be viewed or entered as a single, continuous line
of code without the continuation character.
ISO Country and Currency Codes
PeopleSoft Online Help topics use International Organization for Standardization (ISO) country and
currency codes to identify country-specific information and monetary amounts.
ISO country codes may appear as country identifiers, and ISO currency codes may appear as currency
identifiers in your PeopleSoft documentation. Reference to an ISO country code in your documentation
does not imply that your application includes every ISO country code. The following example is a
country-specific heading: "(FRA) Hiring an Employee."
The PeopleSoft Currency Code table (CURRENCY_CD_TBL) contains sample currency code data. The
Currency Code table is based on ISO Standard 4217, "Codes for the representation of currencies," and
also relies on ISO country codes in the Country table (COUNTRY_TBL). The navigation to the pages
where you maintain currency code and country information depends on which PeopleSoft applications
you are using. To access the pages for maintaining the Currency Code and Country tables, consult the
online help for your applications for more information.
Region and Industry Identifiers
Information that applies only to a specific region or industry is preceded by a standard identifier in
parentheses. This identifier typically appears at the beginning of a section heading, but it may also appear
at the beginning of a note or other text.
Example of a region-specific heading: "(Latin America) Setting Up Depreciation"
Region Identifiers
Regions are identified by the region name. The following region identifiers may appear in the PeopleSoft
Online Help:
•
Asia Pacific
•
Europe
•
Latin America
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Preface
•
North America
Industry Identifiers
Industries are identified by the industry name or by an abbreviation for that industry. The following
industry identifiers may appear in the PeopleSoft Online Help:
•
USF (U.S. Federal)
•
E&G (Education and Government)
Access to Oracle Support
Oracle customers have access to electronic support through My Oracle Support. For information, visit
http://www.oracle.com/pls/topic/lookup?ctx=acc&id=info or visit http://www.oracle.com/pls/topic/
lookup?ctx=acc&id=trs if you are hearing impaired.
Documentation Accessibility
For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program
website at http://www.oracle.com/pls/topic/lookup?ctx=acc&id=docacc.
Using and Managing the PeopleSoft Online Help
Click the Help link in the universal navigation header of any page in the PeopleSoft Online Help to see
information on the following topics:
•
What’s new in the PeopleSoft Online Help.
•
PeopleSoft Online Help acessibility.
•
Accessing, navigating, and searching the PeopleSoft Online Help.
•
Managing a locally installed PeopleSoft Online Help website.
PeopleSoft CRM Related Links
PeopleSoft Information Portal on Oracle.com
My Oracle Support
PeopleSoft Training from Oracle University
PeopleSoft Video Feature Overviews on YouTube
xii
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Preface
Contact Us
Send us your suggestions Please include release numbers for the PeopleTools and applications that you
are using.
Follow Us
Get the latest PeopleSoft updates on Facebook.
Follow PeopleSoft on Twitter@PeopleSoft_Info.
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xiii
Chapter 1
Getting Started with PeopleSoft CRM
Product and Item Management
PeopleSoft CRM Product and Item Management Overview
In PeopleSoft CRM, products are what you sell and support. Almost all customer-facing PeopleSoft
CRM applications reference product data, including (but not limited to) PeopleSoft CRM: Field Service,
Support and Help Desk, Sales, Order Capture, and Marketing. You can group and present product
information in catalogs for use by the sales force or by self-service applications, plan sales and marketing
campaigns around products, manage product portfolios, or identify the competencies required to service
and support a product and use that to assign workers to service and support tasks.
This documentation discusses setup tasks and data management for products and items in PeopleSoft
CRM, including how to define and price product packages and standalone products.
PeopleSoft CRM Product and Item Integrations
PeopleSoft CRM integrates with PeopleSoft Supply Chain Management (SCM) and with other SCM,
or order fulfillment, systems. PeopleSoft SCM systems use product definitions to manage products and
product components throughout the manufacturing process. PeopleSoft CRM delivers several enterprise
integration points (EIPs) that maintain data integrity between PeopleSoft CRM and third-party SCM
systems by synchronizing product and item data.
PeopleSoft CRM Product and Item Implementation
PeopleSoft Setup Manager enables you to review a list of setup tasks for your organization for the
products that you are implementing. The setup tasks include the components that you must set up, listed
in the order in which you must enter data into the component tables, as well as the corresponding product
documentation.
You set up products and items as part of the implementation process for PeopleSoft CRM products such
as PeopleSoft Integrated FieldService and PeopleSoft Order Capture.
Other Sources of Information
In the planning phase of your implementation, take advantage of all PeopleSoft sources of information,
including the installation guides, table-loading sequences, data models, and business process maps.
See Also
PeopleTools: PeopleSoft Setup Manager
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15
Getting Started with PeopleSoft CRM Product and Item Management
Chapter 1
PeopleTools: PeopleSoft Component Interfaces
PeopleSoft CRM 9.1 Application Fundamentals PeopleBook
16
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 2
Understanding Products and Items in
PeopleSoft CRM
Products
Products in PeopleSoft Customer Relationship Management (PeopleSoft CRM) are what you sell to
customers, for example, physical goods such as electric fans and cars, or packages such as custom built
refrigerators.
Product Definitions
PeopleSoft CRM represents products by product definitions. A product definition, keyed by product ID
and setID, stores all of the product information that company representatives reference to sell or support
products.
A product definition and its associated price setup provide the foundation for many features of PeopleSoft
CRM, which include product ordering, catalogs, catalog searches, and dynamic product packages that are
accessed from applications such as PeopleSoft Order Capture, PeopleSoft Order Capture Self Service,
PeopleSoft Sales, and so forth. You also use products in PeopleSoft Integrated FieldService, PeopleSoft
Support, and PeopleSoft HelpDesk for on-site and off-site customer support processing.
Use the Product Definition component to define products. If you implement both PeopleSoft CRM
and PeopleSoft Supply Chain Management (PeopleSoft SCM) or another third-party supply chain
management system, you can use the Product enterprise integration point (EIP) to synchronize product
data between the two systems.
Note: If you integrate between PeopleSoft CRM and a supply chain management system, you should
define all product records in the PeopleSoft CRM system to take advantage of functionality, such as
dynamic product packages and configured products, that are offered only in PeopleSoft CRM.
Types of Product Definitions
The types of product definitions in PeopleSoft CRM are:
•
Engagement service
Engagement services are services such as consulting that are priced by PeopleSoft Proposal
Management. PeopleSoft CRM integrates with PeopleSoft Proposal Management to exchange quote,
status, and pricing information.
See Integrations with PeopleSoft SCM and PeopleSoft Proposal Management.
•
Standard product
Standard, or standalone, products do not contain components. When you define a product, you select
whether it is standalone or contains components (product package).
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17
Understanding Products and Items in PeopleSoft CRM
•
Chapter 2
Package product
Product packages contain more than one component. A product package can include other packages
and are priced either at the product level or as the sum of the package components. When you define a
product package, you designate the pricing method.
Package products can be configured (lightly configured packages) using the Package Components
page.
Related Links
Understanding Product Definitional Elements
Understanding Products in PeopleSoft CRM
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—goods that are located in physical storage locations such as
warehouses, storerooms, or service trucks—in the inventory control system.
Item Definition
You define items either by using the Item Definition component or by using the Item Master EIP to
integrate with an inventory or purchasing system.
Because the synchronization of item definitions is one-way from the inventory or purchasing system to
the PeopleSoft CRM system, PeopleSoft suggests that you create and update item records in the inventory
or purchasing system, then publish them to PeopleSoft CRM.
Note: If you integrate with an inventory or purchasing system, you are unable to update the item
definition within PeopleSoft CRM.
Related Links
Understanding Item Definition in PeopleSoft CRM
"Setting Up the Order Materials Component (PeopleSoft CRM 9.2: Integrated FieldService)"
The Relationship Between Products and Items
In PeopleSoft CRM, a product is associated with only one item (one-to-one relationship). For any
physical product that you sell in-store, there is an item equivalent in the inventory system, which
establishes the one-to-one relationship. You stock the item on the warehouse shelf and use it for fulfilling
orders of that product.
More than one product can use the same item. This typically happens when you position or price the same
item differently for different product lines.
Items are associated with products for fulfillment and servicing purposes in PeopleSoft CRM.
See Defining Creation and Update Rules for Installed Products.
18
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 2
Understanding Products and Items in PeopleSoft CRM
Items in PeopleSoft Integrated FieldService
In PeopleSoft CRM, products are used in the Installed Product and Services component and are required.
Items are an option in the Installed Product and Services component. The Installed Assets component is
for internal assets that are used in PeopleSoft HelpDesk.
Service technicians order items that they need to perform service using the Order Materials component,
either as an interunit transfer or purchase order. After the purchasing or inventory system processes
the order and ships an item to the technician's truck, the technician installs the item and uses the Time
Material Expense page within the Service Order component to report the receipt and usage of the new
item, as well as the removal of the old one.
You can set up rules to govern when the system creates or changes the status of installed products.
For example, the system creates an installed product or changes its status when:
•
A product is ordered through PeopleSoft Order Capture.
•
An automatic shipping notification (ASN) for the product is received from a fulfillment system.
•
A material usage or removal is recorded in PeopleSoft Integrated FieldService.
When these activities occur, the PeopleSoft CRM system passes product information along with the
inventory system serial number (if applicable) to the installed product.
For example, an electrical appliance retailer might keep stock in a warehouse. The inventory system
associates each product with an item on the warehouse shelf. When a customer places a product order
and the order comes through the fulfillment system, the associated item of the product is picked from the
warehouse and shipped.
The serial number is sent as part of the ASN message, which triggers either the creation of an installed
product for the shipped product or an update of the existing installed product for that product.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
19
Chapter 3
Setting Up Product Definitional Elements
Understanding Product Definitional Elements
Definitional elements describe products in the PeopleSoft Customer Relationship Management
(PeopleSoft CRM) system. You must set up these definitional elements before defining products in
PeopleSoft CRM:
•
Product installation options.
•
Rules for generating product ID numbers.
•
Rule sets for creating and updating installed products.
•
Product groups.
Product groups enable you to share processing parameters between products. PeopleSoft CRM
delivers a set of basic product groups.
•
Product categories.
Product categories are used to group products in catalogs.
•
Product brands.
•
Competitor codes.
Competitor codes enable you to keep track of competitors' similar products.
•
Branch scripts.
Branch scripts predefine sales dialogue with customers, provide direction to customer service
representatives, and guide internal processes and operations.
•
Region IDs.
Region IDs enable selling by region.
•
Competency codes.
Competency codes define the skills required to support the product.
•
Relationship IDs.
Relationship IDs define the relationship of one product to another. For example, one product might
either complement or substitute for another product.
•
Product attributes.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
21
Setting Up Product Definitional Elements
Chapter 3
Product attributes describe characteristics of the product, such as height, weight, color, and so forth.
Related Links
"Setting Up Automatic Numbering (PeopleSoft CRM 9.1 Application Fundamentals PeopleBook)"
Understanding Item Definition in PeopleSoft CRM
Understanding Installed Products
"Understanding Competencies in PeopleSoft CRM (PeopleSoft CRM 9.1 Application Fundamentals
PeopleBook)"
"Setting Up Regions (PeopleSoft CRM 9.1 Application Fundamentals PeopleBook)"
"Understanding Attributes (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
"Understanding Scripts (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
Creating Product Definitional Elements
To create product definitional elements, use the Product Installation (PROD_INSTALLATION),
Automatic Numbering (AUTO_NUM_PNL), Product Group (PROD_GROUP_TBL), Product Category
(PROD_CATEGORY), Product Brand (PROD_BRAND), Competitors (COMPETITOR_CD), Region
(RB_REGION), Attribute Definition (RB_ATTRIBUTE), and Auto Numbering (AUTO_NUM_PNL)
components.
This section discusses how to:
22
•
Select options for managing products.
•
Specify installed product rules.
•
Define product automatic numbering options.
•
Define product group codes.
•
Viewing products that are linked to the product group.
•
Define product categories.
•
Define product brands.
•
Enter competitor information.
•
Define branch scripts.
•
Set up product relationship codes.
•
Define product attributes.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 3
Setting Up Product Definitional Elements
Pages Used to Set Up Product Definitional Elements
Page Name
Definition Name
Navigation
Usage
Product Installation
PROD_INSTALLATION
Set Up CRM, Install,
Product Options, Product
Installation
Select options for managing
products.
Installed Product Defaults
RF_INSTPRD_DFLT
Set Up CRM, Install,
Product Options, Installed
Product Defaults
Specify rules that determine
how system transactions
create and update installed
products.
Setup Auto Numbers
AUTO_NUM_PNL
Set Up CRM, Common
Define automatic numbering
Definitions, Codes and Auto options for product IDs.
Numbering, Automatic
Numbering, Auto Numbering
Product Group
PROD_GROUP_TBL
Products CRM, Product
Groups, Product Group
Define product group codes.
Linked Products
PROD_GRP_OVERVIEW
Products CRM, Product
Groups, Linked Products
View products that belong to a
product group.
Product Category
PROD_CATEGORY
Products CRM, Product
Category, Product Category
Define product category
codes.
Product Brand
PROD_BRAND
Products CRM, Product
Brand, Product Brand
Define product brand codes.
Competitors
COMPETITOR_CD
Products CRM, Competitors,
Competitors
Define competitor codes.
Script
RC_BS_MAIN
Set Up CRM, Common
Definitions, Process
Automation, Script, Script
Define a branch script for
support and sales personnel.
Region
RB_REGION
Set Up CRM, Common
Definitions, Location,
Region Codes, Region
Set up regions.
Competencies
COMPETENCY_TABLE
Set Up CRM, Common
Definitions, Competencies,
Competencies
Establish competency codes.
Product Relations Codes
RB_RELATIONS
Products CRM, Product
Relations Codes, Product
Relations Codes
Set up the codes that describe
relationships between
products.
Attribute Definition
RB_ATTRIBUTE_MAIN
Set Up CRM, Common
Definitions, Attributes,
Attribute Definition,
Attribute Definition
Define a product attribute.
Product Installation Page
Use the Product Installation page (PROD_INSTALLATION) to select options for managing products.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
23
Setting Up Product Definitional Elements
Chapter 3
Navigation
Set Up CRM, Install, Product Options, Product Installation
Image: Product Installation page
This example illustrates the fields and controls on the Product Installation page.
Item Required
Select if you have installed PeopleSoft Supply Chain
Management (PeopleSoft SCM) or PeopleSoft Integrated
FieldService. You can deselect this check box if the order
fulfillment system does not require items or if products are not
inventoried.
If you select this check box, you must use the Item Definition
component to define product IDs, descriptions, and standard
units of measure. You then complete the product definition in
the Product Definition component.
Components can be deleted
Select to enable deletion of components in a product package.
Alternate Priority Required and
Alternate Quantity Required
Select to enter a priority and quantity on the Product
Relationships page for an alternate relationship type. Select
these check boxes when the PeopleSoft CRM system is
integrated with PeopleSoft SCM.
Related Links
Understanding Item Definition in PeopleSoft CRM
Installed Product Defaults Page
Use the Installed Product Defaults page (RF_INSTPRD_DFLT) to specify rules that determine how
system transactions create and update installed products.
24
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 3
Setting Up Product Definitional Elements
Navigation
Set Up CRM, Install, Product Options, Installed Product Defaults
Image: Installed Product Defaults page
This example illustrates the fields and controls on the Installed Product Defaults page.
See Understanding Installed Products.
Setup Auto Numbers Page
Use the Setup Auto Numbers page (AUTO_NUM_PNL) to Define automatic numbering options for
product IDs.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
25
Setting Up Product Definitional Elements
Chapter 3
Navigation
Set Up CRM, Common Definitions, Codes and Auto Numbering, Automatic Numbering, Auto
Numbering
Image: Setup Auto Numbers page
This example illustrates the fields and controls on the Setup Auto Numbers page.
See "Setting Up Automatic Numbering (PeopleSoft CRM 9.1 Application Fundamentals PeopleBook)".
Product Group Page
Use the Product Group page (PROD_GROUP_TBL) to define product group codes.
Navigation
Products CRM, Product Groups, Product Group
Image: Product Group page
This example illustrates the fields and controls on the Product Group page.
26
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 3
Setting Up Product Definitional Elements
Note: You cannot delete a product group from this page. If you integrate your PeopleSoft CRM
applications with your PeopleSoft SCM applications, the system would also delete the product from your
SCM database. This happens because SCM subscribes to a message that the CRM database publishes. If
the system allowed you to delete the product group from this page, it could cause problems in your SCM
operating environment. As such, this design is intentional.
Product Group Type
Global
Select the product group type from these values:
•
Accounting
•
Buying Agreement
•
Customer Target
•
Forecast
•
Freight
•
General
•
Literature
•
Organization
•
Pricing
•
Product Catalogs
•
Product Line
•
Reporting
•
Reporting Externally
•
Reporting Internally
•
Self-Service Products
•
Tax
•
Transportations
•
VAT
Select to include all products in the product group.
Note: This selection is not used for product groupings in the
catalog.
See Understanding Catalogs.
Related Links
Product Definition - Product Groups Page
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
27
Setting Up Product Definitional Elements
Chapter 3
Linked Products Page
Use the Linked Products page (PROD_GRP_OVERVIEW) to view products that belong to a product
group.
Navigation
Products CRM, Product Groups, Linked Products
Image: Linked Products page
This example illustrates the fields and controls on the Linked Products page.
This page displays the active products that are included in the product group.
Product Category Page
Use the Product Category page (PROD_CATEGORY) to define product category codes.
Navigation
Products CRM, Product Category, Product Category
Image: Product Category page
This example illustrates the fields and controls on the Product Category page.
Use this page to define product category codes. Enter the date the product category will be effective, short
and long descriptions, as well as the status; either Active or Inactive.
Product Brand Page
Use the Product Brand page (PROD_BRAND) to define product brand codes.
28
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 3
Setting Up Product Definitional Elements
Navigation
Products CRM, Product Brand, Product Brand
Image: Product Brand page
This example illustrates the fields and controls on the Product Brand page.
Use this page to define product brands. Enter the date the product brand will be effective, short and long
descriptions, as well as the status; either Active or Inactive.
Competitors Page
Use the Competitors page (COMPETITOR_CD) to define competitor codes.
Navigation
Products CRM, Competitors, Competitors
Image: Competitors page
This example illustrates the fields and controls on the Competitors page.
Enter competitor information on this page. Enter the date the competitor will be effective, short and long
descriptions, as well as the status; either Active or Inactive..
Script Page
Use the Script page (RC_BS_MAIN) to define a branch script for support and sales personnel.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
29
Setting Up Product Definitional Elements
Chapter 3
Navigation
Set Up CRM, Common Definitions, Process Automation, Script, Script
Image: Script page
This example illustrates the fields and controls on the Script page.
See "Understanding Scripts (PeopleSoft CRM 9.2: Automation and Configuration Tools)".
Product Relations Codes Page
Use the Product Relations Codes page (RB_RELATIONS) to set up the codes that describe relationships
between products.
30
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 3
Setting Up Product Definitional Elements
Navigation
Products CRM, Product Relations Codes, Product Relations Codes
Image: Product Relations Codes page
This example illustrates the fields and controls on the Product Relations Codes page.
The Product Relations Codes page lists the possible relationships among products of all types that are
supported in the product definition model. The options that you select for a relationship type determine
the options that are available on the Product Relationships page when you define a product.
Required
Select to include the Required check box on the Product
Relationships page. The Required check box enables you to
require that the related product is present whenever the listed
product appears.
Priority
Select to include the Priority check box on the Product
Relationships page. The Priority check box enables you to
specify a priority among alternative related products.
Quantity
Select to include the Quantity field on the Product Relationships
page. The Quantity field enables you to specify how many times
the given relationship can occur.
Catalog
Select to include the Catalog check box on the Product
Relationships page. The Catalog check box controls whether
related products appear in the catalog along with the main
product.
Note: The product relations codes that appear in the preceding example are delivered as system data. You
can add relations, but you should not remove any delivered relations.
These fields are not used in the CRM system: Alias Outgoing Link, Alias Incoming Link, Installable and
Rule Based.
Related Links
Managing Product Relationships
Attribute Definition Page
Use the Attribute Definition page (RB_ATTRIBUTE_MAIN) to define a product attribute.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
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Setting Up Product Definitional Elements
Chapter 3
Navigation
Set Up CRM, Common Definitions, Attributes, Attribute Definition, Attribute Definition
Image: Attribute Definition page
This example illustrates the fields and controls on the Attribute Definition page.
Warning! Although product attributes provide flexibility for modeling products, attributes can adversely
affect runtime performance. We suggest that you not use more than a few attributes per product.
See "Understanding Attributes (PeopleSoft CRM 9.2: Automation and Configuration Tools)".
32
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 4
Defining Items
Understanding Item Definition in PeopleSoft CRM
An item must be available in PeopleSoft CRM system tables before you can reference it on an installed
product, define material requirements for a service, use it to complete work on a service order, or create a
return material authorization (RMA) enabling a customer to return it.
To define items, use the Item Definition component or use the Item Master enterprise integration point
(EIP) to synchronize PeopleSoft CRM item definition records with item records that you defined in the
inventory and purchasing system.
Important! To process material management transactions that take place in PeopleSoft CRM and the
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 EIP to keep item information synchronized, you must
manually duplicate changes or additions to item records in both systems.
The Item Master EIP includes three publishing application messages:
•
ITEM_CRM_FULLSYNC_EFF
•
ITEM_CRM_SYNC_EFF
•
ITEM_CRM_SYNC
At initial implementation, the inventory and purchasing system publishes a full set of item records to the
PeopleSoft CRM system using the ITEM_CRM_FULLSYNC_EFF application message. When you add
or modify item definitions in the inventory and purchasing system 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, not a publisher of, these messages. Any changes that you
make to item definitions in PeopleSoft CRM are not published or synchronized with the inventory and
purchasing system.
When the messages of the Item Master EIP are activated, you cannot use the Item Definition component
in PeopleSoft CRM to change or add item records. Most updates are made to the item records in the
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
33
Defining Items
Chapter 4
inventory and purchasing system and publish them to PeopleSoft CRM, excluding the Configuration
Option section and the Short Description field, as shown in this diagram:
Image: Data flow from inventory and purchasing system to PeopleSoft CRM
This diagram illustrates the data flow of item records from the inventory system to the CRM system using
the Item Master EIP.
Related Links
PeopleSoft CRM 9.1 Application Fundamentals PeopleBook
Item Status
This table lists the statuses that items can have in PeopleSoft CRM:
Status
Description
Under Initialization
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 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
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. Pending
approval items are not sent from inventory until approval occurs.
Denied Approval
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 Purchasing do not publish item
definition records for items with Pending Approval or Denied Approval status.
Only items that are defined in PeopleSoft CRM using the Item Definition
component can have these status values.
34
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 4
Defining Items
Status
Description
Active
The item definition is active in the system. Items with an Active status are eligible
for all item transactions in PeopleSoft CRM.
Hold
The item definition is on hold in the system.
Inactive
The item is no longer active in the system.
Discontinue
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 Order Materials and
Service Order components in PeopleSoft Integrated FieldService. You can also
create an RMA for customers that are returning the item using the RMA Form (
return material authorization form) component in PeopleSoft Support. However,
you cannot enter a request to order any quantity of the item using the Order
Materials component, nor can you create replacement orders for the item using the
RMA Form component.
Related Links
"Setting Up the Order Materials Component (PeopleSoft CRM 9.2: Integrated FieldService)"
"Understanding Material Return Processing (PeopleSoft CRM 9.2: Call Center Applications)"
PeopleSoft CRM 9.1 Application Fundamentals PeopleBook
Defining Item Control Values
To define item control values, use the Item Number Control (INV_ITEM_CONTROL), Item
Groups (INV_ITEM_GROUP), Item Families (INV_PROD_FAMILIES), and Stock Types
(INV_STOCK_TYPE) components.
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 synchronize them with PeopleSoft
Supply Chain Management (PeopleSoft SCM) applications, including PeopleSoft Inventory and
Purchasing. If you synchronize item records with another system, the Item Master EIP application
messages do not update any control value information that is documented in this section.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
35
Defining Items
Chapter 4
Pages Used to Define Item Control Values
Page Name
Definition Name
Navigation
Usage
Item Number Control
ITEM_NBR_CONTROL
Items CRM, Item Number
Control, Item Number
Control
Define whether new items
are numbered sequentially or
manually.
Item Group
INV_ITEM_GROUP
Items CRM, Item Groups,
Item Group
Define groups to categorize
items. You can use item group
as an alternate search key for
Item ID.
Item Family
PROD_FAMILY_INV
Items CRM, Item Families,
Item Family
Define families to which
items can be assigned during
the item definition process.
You can use item family as
an alternate search key for the
item ID.
Stock Type
INV_STOCK_TYPE
Items CRM, Stock Types,
Stock Type
Create ownership information
codes for inventory items that
are leased or consigned. You
must specify stock types for
any non-owned items that you
define on the Item Definition
page.
Item Number Control Page
Use the Item Number Control page (ITEM_NBR_CONTROL) to define whether new items are numbered
sequentially or manually.
Navigation
Items CRM, Item Number Control, Item Number Control
Image: Item Number Control page
This example illustrates the fields and controls on the Item Number Control page.
Note: The item number controls that you define on this page are used for PeopleSoft CRM purposes only.
If you synchronize item records with another system, the Item Master EIP application messages do not
update item number control information.
Auto Number Items
36
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
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 4
Defining Items
automatic numbering is enabled, you can override the NEXT
value by entering item IDs manually.
Note: If you do not select this check box, you must enter IDs
manually when defining new items on the Item Definition page.
Last Item Number Assigned
Enter the start of the numbering sequence that the system uses to
generate unique item IDs automatically. When you select NEXT
as the item ID during the item definition process, the system
assigns the next sequential number in this numbering sequence
as the item ID.
Related Links
"Setting Up Automatic Numbering (PeopleSoft CRM 9.1 Application Fundamentals PeopleBook)"
Item Group Page
Use the Item Group page (INV_ITEM_GROUP) to define groups to categorize items.
You can use item group as an alternate search key for Item ID.
Navigation
Items CRM, Item Groups, Item Group
Image: Item Group page
This example illustrates the fields and controls on the Item Group page.
Use this page to define groups that categorize items in PeopleSoft CRM. The concept of item groups
originates from PeopleSoft Inventory. It is used on the Item Definition page for information purposes.
For more information about item groups, refer to the PeopleSoft FSCM Managing Items for defining item
control values.
VAT Defaults
Click to access the VAT Defaults Setup page, which is a
common page used to set up value-added tax (VAT) defaulting
for all PeopleSoft applications that process VAT transactions.
On this page, you can define VAT defaults for bill sources, per
VAT registration country and state. Clicking this link transfers
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
37
Defining Items
Chapter 4
you to PeopleSoft Financials, where your must set up your VAT
billing.
Service VAT Treatment Defaults
Click to access the Service VAT Treatment Drivers Setup page,
which is a common page used to set up VAT services treatment
for all PeopleSoft applications that process VAT transactions.
If you are required to implement special handling for services,
you can specify VAT service treatment defaults for bill sources
on this page for a supplier’s (seller’s) location country and state.
VAT defaults are also used when integrating with PeopleSoft
Transaction Billing Processor. Clicking this link transfers you to
PeopleSoft Financials, where your must set up your VAT billing.
Item Family Page
Use the Item Family page (PROD_FAMILY_INV) to define families to which items can be assigned
during the item definition process.
You can use item family as an alternate search key for the item ID.
Navigation
Items CRM, Item Families, Item Family
Image: Item Family page
This example illustrates the fields and controls on the Item Family page.
Use this page to define families with which items can be associated, besides item groups, during the
item definition process in PeopleSoft CRM. Item families are the same as item groups. They are used on
the Item Definition page for information purposes. No formal relationship is established between item
families and groups, but you can further categorize groups by using families.
For example, you can define a group on freezers and create freezer replacement parts and freezer
accessories as families of this group.
Fields on the Item Families and Item Groups pages are identical.
For more information about item families, refer to thePeopleSoft FSCM Managing Items for defining item
control values.
38
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 4
Defining Items
Stock Type Page
Use the Stock Type page (INV_STOCK_TYPE) to 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.
Navigation
Items CRM, Stock Types, Stock Type
Image: Stock Type page
This example illustrates the fields and controls on the Stock Type page.
Use this page to create ownership information codes for inventory items that are leased or consigned.
For information about stock types, refer to the PeopleSoft FSCM Managing Items for defining item
control values.
Defining and Maintaining Items
To define and maintain items, use the Item Definition (RF_ITEM_DEFN) component.
This section discusses how to:
•
Define items.
•
Establish substitute definitions.
If you are synchronizing with another system using the Item Master EIP, you can view the current
definition for an item in PeopleSoft CRM using the Item Definition component under Items CRM,
Review Item Definition.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
39
Defining Items
Chapter 4
Pages Used to Define and Maintain Items
Page Name
Definition Name
Navigation
Usage
Item Definition
RF_ITEM_DEFN
•
Items CRM, Inventory
Item Definition, Item
Definition
Define inventory items at the
setID level.
•
Items CRM, Review
Item Definition, Item
Definition
•
Items CRM, Inventory
Item Definition, Item
Substitutes
•
Items CRM, Review
Item Definition, Item
Substitutes
Item Substitutes
RF_ITEM_SUB
Establish substitution
definitions for items. 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 Order
Materials and Service Order
component in PeopleSoft
Integrated FieldService.
Item Definition Page
Use the Item Definition page (RF_ITEM_DEFN) to define inventory items at the setID level.
40
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 4
Defining Items
Navigation
•
Items CRM, Inventory Item Definition, Item Definition
•
Items CRM, Review Item Definition, Item Definition
Image: Item Definition page (1 of 2)
This example illustrates the fields and controls on the Item Definition page (1 of 2).
Image: Item Definition page (2 of 2)
This example illustrates the fields and controls on the Item Definition page (2 of 2).
Item Definition
Description and Short Description
Enter long and short descriptions. You cannot include embedded
single or double quotation marks in the description text.
Note: The Short Description field exists only in CRM, not in
PeopleSoft Inventory. This field can be updated even if the item
EIPs are active.
Standard Unit of Measure
Enter the base UOM for the item that reflects the smallest
transactable UOM for the item. Establish UOMs on the Units of
Measure page under Set Up CRM, Common Definitions.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
41
Defining Items
Chapter 4
Warning! To minimize rounding discrepancies when using
multiple UOMs, the 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 on which the current status of the item
definition was updated.
Stock Type
Enter the owner of the stock if the item is non-owned. First, you
must establish stock types on the Stock Types page.
Item Group
Enter a group ID to categorize the item as an alternate search
key. Establish item groups on the Item Groups page.
Family
Enter a family ID to categorize the item as an alternate search
key. Establish item families on the Item Families page.
Currency Code
Enter the currency code used for the item.
Service Price
Enter the price for the service item being defined.
Note: This price is picked up for billing the customer when
integrating with PeopleSoft Transaction Billing Processor for
any materials that were used to service the customer.
Service Exchange Amount
Enter the amount the customer will be credited if the old item is
exchanged for the new one.
Note: This price is used to credit the customer when performing
a service order and removing material when integrating with
PeopleSoft Transaction Billing Processor.
42
VAT Defaults (value added tax
defaults)
Click to access the VAT Defaults Setup page, which is a
common page used to set up VAT defaulting for all PeopleSoft
applications that process VAT transactions. On this page, you
can define VAT defaults for bill sources, per VAT registration
country and state. Clicking this link transfers you to PeopleSoft
Financials, where your must set up your VAT billing.
Service VAT Treatment Defaults
Click to access the Service VAT Treatment Drivers Setup page,
which is a common page used to set up VAT services treatment
for all PeopleSoft applications that process VAT transactions.
If you are required to implement special handling for services,
you can specify VAT service treatment defaults for bill sources
on this page for a supplier’s (seller’s) location country and state.
Clicking this link transfers you to PeopleSoft Financials, where
your must set up your VAT billing.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 4
Defining Items
Item Type
Inventory Item
Select if the item is physically stocked in inventory. You cannot
create transactions in PeopleSoft Inventory for noninventory
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 component or the Order Materials
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 Integrated FieldService, you must enter the lot
ID for transactions of lot-controlled items that are initiated on
the Order Materials page and when defining installed product
records for lot-controlled items on the Installed Product and
Services component. You also specify the lot ID on the Time
Material Expense page on the service order.
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 UOM.
In PeopleSoft Integrated FieldService, you must enter the serial
ID for transactions of serial-controlled items that are initiated on
the Order Materials page and when defining installed product
records for serial-controlled items on the Installed Product page.
You also specify the serial ID on the Time Material Expense
page on the service order.
In PeopleSoft Support, you must enter the serial ID for
advanced return RMA transactions of serial-controlled items.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
43
Defining Items
Chapter 4
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 if
serial tracking is required only at the time of shipment. Until
ship-serial-controlled items are shipped, you can move them
to different stock locations within the 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 Order Materials
page in PeopleSoft CRM, you must enter the ship-serial ID. The
system uses this ID to accurately update the customer's installed
product record.
Note: You can also report on materials used and removed on the
Time Material and Expense page.
Note: After an order for the item is initiated from the RMA Form component or the Order Materials
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 create
services and service orders only for items that are serviceable.
You specify products and installed products on the service order
and items when you are ordering, receiving, using and removing
materials.
Note: You should create services and service orders only for
items that are serviceable.
Returnable
Select if the item can be returned. This data is for informational
purposes only.
The removal of a nonreturnable item on the Time Material
Expense page on the service order does not trigger any
inventory adjustment transactions.
The system issues a warning if you try to return an item that is
not identified as returnable using the RMA Form component.
You can select to cancel or proceed with the transaction.
Consumable
44
Select if the item can be scrapped rather than returned. When
the removal of a consumable item is recorded on the service
order component, the system does not trigger any inventory
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 4
Defining Items
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, Service Order and Order Materials components, you can select items regardless
of the Serviceable, Returnable, and Consumable check box settings.
Product Options
When you create a new item or select an item with a current status of Under Initialization, the system
displays the Product Options group box to establish whether a corresponding product definition should be
created simultaneously with the item definition.
Create Product
Select to create a corresponding product definition for this item.
Use Item ID
Select to make the product ID the same as the item ID. If
selected, the Product ID field becomes unavailable for entry.
Product ID
Enter the ID for the product definition. If you set up automatic
numbering for products, enter a value of NEXT to use the next
available product ID.
Product Type
Enter the type of product. Delivered types include Engagement
Service, Package Product, and Standard Product.
Warranty Information
Warranty Name
Enter the warranty that is associated with the item. Establish
warranties on the Warranty page.
Status
Select the current status of the warranty. Values are Active and
Inactive.
Note: An item can have only one active warranty associated
with it.
See Also PeopleSoft FSCM Inventory.
Related Links
Understanding Item Definition in PeopleSoft CRM
"Understanding Agreements and Warranties (PeopleSoft CRM 9.1 Application Fundamentals
PeopleBook)"
"Understanding Material Return Processing (PeopleSoft CRM 9.2: Call Center Applications)"
"Setting Up the Order Materials Component (PeopleSoft CRM 9.2: Integrated FieldService)"
Understanding Installed Products
"Understanding the Service Data Model (PeopleSoft CRM 9.2: Integrated FieldService)"
"Understanding Service Orders (PeopleSoft CRM 9.2: Integrated FieldService)"
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
45
Defining Items
Chapter 4
Item Substitutes Page
Use the Item Substitutes page (RF_ITEM_SUB) to establish substitution definitions for items.
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 Order Materials and Service Order component in PeopleSoft Integrated
FieldService.
Navigation
•
Items CRM, Inventory Item Definition, Item Substitutes
•
Items CRM, Review Item Definition, Item Substitutes
Image: Item Substitutes page
This example illustrates the fields and controls on the Item Substitutes page.
Substitute Items
Priority
Enter a priority value for each substitute item that you add. The
substitute item with the highest priority (the lowest number)
should be the first choice when substitutions are made. Though
priority does not need to be sequential, it must be greater than 0.
From Date
Enter the date on which the substitute item becomes a valid
substitution option. The default is the current date.
To Date
Enter the date on which 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 UOM.
Use for Shipments
Select if the substitute item is valid for material stock requests
during the picking process in your inventory system.
Related Links
"Setting Up the Order Materials Component (PeopleSoft CRM 9.2: Integrated FieldService)"
46
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 4
Defining Items
"Understanding Material Return Processing (PeopleSoft CRM 9.2: Call Center Applications)"
Associating Items with Additional UOMs
To associate items with additional UOMs, use the Unit of Measure (INV_ITEM_UOM) component.
You can define additional UOMs for item transactions. For example, suppose that you order an item by
the case but ship it in individual units, you need two additional UOMs: a shipping UOM (each), and an
ordering UOM (case). When multiple UOMs apply to a given item, PeopleSoft maintains conversion rates
to facilitate processing.
This section discusses how to add UOMs.
Note: When you define an item in the Item Definition component in PeopleSoft CRM, the system
automatically inserts a row into the Units of Measure table with the standard UOM set up as a valid
ordering, stocking, and shipping UOM.
Page Used to Associate Items with Additional UOMs
Page Name
Definition Name
Navigation
Usage
Unit of Measure
INV_ITEM_UOM
Items CRM, Units of
Measure, Unit of Measure
Add UOMs to an item.
Unit of Measure Page
Use the Unit of Measure page (INV_ITEM_UOM) to add UOMs to an item.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
47
Defining Items
Chapter 4
Navigation
Items CRM, Units of Measure, Unit of Measure
Image: Unit of Measure page
This example illustrates the fields and controls on the Unit of Measure page.
In PeopleSoft Order Capture, the system prompts for product UOMs that are defined as valid ordering
UOMs. In PeopleSoft Integrated FieldService and Support, all item transactions are performed using the
item's standard UOM.
This page appears as read-only if the unit of measure information is set to be populated automatically
by a synchronization process. It is available for edit only when the unit of measure information is not
synchronized.
Convert To
This group box displays the standard UOM that you defined for this item on the Item Definition page.
Convert From
Unit of Measure
Enter a UOM that is also used for transactions involving this
item. You establish UOMs under Set Up CRM, Common
Definitions, Unit of Measure, Unit of Measure.
Note: In PeopleSoft Integrated FieldService, the system uses
the item's standard UOM for all item transactions initiated from
the Order Materials and Service Order component. Similarly, in
PeopleSoft Support, the system uses the item's standard UOM
only for RMA and replacement transactions initiated from the
RMA Form component.
48
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 4
Conversion Rate
Defining Items
Enter the conversion rate between the standard UOM (in the
Convert To group box) and the UOM (in the Convert From
group box). If you specified the conversion rate between these
two UOMs under Set Up CRM, Common Definitions, Unit
of Measure, Unit of Measure, the CRM system populates the
value automatically when you specify the UOM (in the Convert
From group box).
To determine the conversion rate to enter, consider the
relationship between the standard UOM and this new UOM.
For example, suppose that the standard UOM for the item is
EA (each) and this newly added UOM is CS (case), and one
CS of the item contains 5 EA items. You would enter 5 as the
conversion rate. The value's format is updated after you save the
record.
Quantity Precision
Select how calculated or user-entered quantities should be
presented in the system, as decimal (up to four decimal places)
or whole number.
This field applies to PeopleSoft SCM.
Default Stocking UOM
Select if this UOM is the default stocking UOM. This field
applies only to PeopleSoft SCM.
When you assign UOMs to an item on the Unit 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 fields apply only to PeopleSoft SCM.
Unit of Measure Type
Select the kinds of transactions that use the selected UOM. You must select at least one UOM type for
each item.
Ordering
Select if the UOM is used for stock requests or for express issue
transactions in PeopleSoft Inventory. Order Management also
uses the ordering UOM. In Order Capture, the system prompts
for product UOMs that are defined as valid ordering UOMs.
Shipping
Select if the UOM is used for shipping and issues transactions in
PeopleSoft Inventory.
Stocking
Select if the UOM is used for putaway or receiving transactions
in PeopleSoft Inventory. You can also use this UOM for
numerous other transactions in PeopleSoft Inventory, including
transfers, container management, adjustments, picking, and
physical accounting.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
49
Defining Items
Select All and Deselect All
Chapter 4
When you first define an item-UOM combination, only one
field appears in the Unit of Measure Type group box. If the
selected UOM is valid for all transactions involving this item,
click the Select All button.
If the selected UOM 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 a new row button to the
right of the Unit of Measure Type group box.
Weight
PeopleSoft Order Capture uses the Shipping Weight and Weight UOM fields to calculate shipping costs
when it is integrated with a third-party freight calculator software (for example, ConnectShip).
See Also
PeopleSoft FSCM Managing Items
Related Links
Understanding Products in PeopleSoft CRM
Associating Items with Additional UOMs
"Setting Up the Order Materials Component (PeopleSoft CRM 9.2: Integrated FieldService)"
"Understanding Material Return Processing (PeopleSoft CRM 9.2: Call Center Applications)"
50
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 5
Working with Item Assemblies
Understanding Item Assemblies
Item service assemblies identify the components of an item that an organization can service or support.
Once defined, technicians or call center agents can use the Review Assemblies component to reference
the service assembly definition and help drive troubleshooting and service activities.
For every item within a setID in the 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, you must define the item and all of its component items.
For each assembly within a setID, you can define multiple versions using assembly codes. For example,
suppose that you have a radio that is sold and serviced in the U.S. and Great Britain. You can define two
assembly codes to reflect the radio's 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 that is
installed at the customer's site. In PeopleSoft Customer Relationship Management (PeopleSoft CRM),
you can activate warranties that you offer 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 that you offer for the component item on the Review Assemblies - Components page.
Related Links
Understanding Item Definition in PeopleSoft CRM
"Understanding Agreements and Warranties (PeopleSoft CRM 9.1 Application Fundamentals
PeopleBook)"
Defining Item Assemblies
To define assembly items, use the Assemblies Maintenance (BOM_MAINTENANCE) component.
This section lists common elements and discusses how to:
•
Specify assembly components.
•
Describe the service assembly and record notes.
•
Define component details.
•
Add notes to the assembly definition.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
51
Working with Item Assemblies
Chapter 5
Pages Used to Define Item Assemblies
Page Name
Definition Name
Navigation
Usage
Assemblies - Summary
EN_BOM_MAINT
Items CRM, Assemblies,
Summary
Define and maintain the
serviceable components for
a given combination of setID
and item.
Assemblies - Assembly
EN_BOM_TEXT
Items CRM, Assemblies,
Assembly
Describe the service assembly
and record any applicable
notes.
Assemblies - Components
EN_COMP_MAINT
Items CRM, Assemblies,
Components
View or modify details about
each assembly component.
Assemblies - Component
Notes
EN_COMP_TEXT
Items CRM, Assemblies,
Component Notes
View or record notes that
relate to a specific component
on a service assembly.
Common Elements Used in Defining Item Assemblies
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 that is required for each
assembly or order of the end item, in the standard unit of
measure (UOM) of the end item. The quantity is used primarily
in PeopleSoft Manufacturing environments.
Assemblies - Summary Page
Use the Assemblies - Summary page (EN_BOM_MAINT) to define and maintain the serviceable
components for a given combination of setID and item.
52
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 5
Working with Item Assemblies
Navigation
Items CRM, Assemblies, Summary
Image: Assemblies - Summary page
This example illustrates the fields and controls on the Assemblies - Summary page.
Assembly Qty (assembly quantity)
Enter the end item quantity in the standard UOM of the item as
you defined it on the Item Definition page. In general, set the
assembly quantity to 1 and enter the component quantity that is
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 a service assembly in terms of the normal
installation and service quantity.
For example, 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 two.
Component ID
Select a service assembly component. You must establish the
component as an active item using the Item Definition page or
the Item Master enterprise integration point. In addition, the
component item must conform to these restrictions:
•
The component item cannot be the same as the end item.
•
The effectivity period, which the effective and obsolete
dates specify for the component, cannot overlap with other
rows for the same component ID.
See Also
PeopleSoft FSCM Manufacturing, “Bills of Material”
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
53
Working with Item Assemblies
Chapter 5
Related Links
Understanding Item Definition in PeopleSoft CRM
Assemblies - Assembly Page
Use the Assemblies - Assembly page (EN_BOM_TEXT) to describe the service assembly and record any
applicable notes.
Navigation
Items CRM, Assemblies, Assembly
Image: Assemblies - Assembly page
This example illustrates the fields and controls on the Assemblies - Assembly page.
Use the Assembly Details section of this page to describe any appropriate details of the assembly and any
notes that may apply.
Assemblies - Components Page
Use the Assemblies - Components page (EN_COMP_MAINT) to view or modify details about each
assembly component.
54
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 5
Working with Item Assemblies
Navigation
Items CRM, Assemblies, Components
Image: Assemblies - Components page
This example illustrates the fields and controls on the Assemblies - Components page.
Component ID
Select a service assembly component. The system automatically
populates the description of the component item.
See Also
PeopleSoft FSCM Manufacturing, “Bills of Material”
Assemblies - Component Notes Page
Use the Assemblies - Component Notes page (EN_COMP_TEXT) to view or record notes that relate to a
specific component on a service assembly.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
55
Working with Item Assemblies
Chapter 5
Navigation
Items CRM, Assemblies, Component Notes
Image: Assemblies - Component Notes page
This example illustrates the fields and controls on the Assemblies - Component Notes page.
If a manufacturer or another third party offers a warranty on a component item, you can note it on this
page.
Viewing Assembly Information
To view assembly information, use the Assemblies Inquiry (BOMINQUIRY) component.
This section lists common elements and discusses how to:
•
Search for item assemblies.
•
View component detail and warranty information.
Pages Used to View Assembly Information
56
Page Name
Definition Name
Navigation
Usage
Review Assemblies Summary
EN_BOM_INQUIRY
Items CRM, Review
Assemblies, Summary
View the serviceable
components that are defined
for a given combination of
setID and item.
Review Assemblies Assembly
EN_BOM_INQ_HEADER
Items CRM, Review
Assemblies, Assembly
View a description of the
service assembly and any
recorded notes.
Review Assemblies Components
EN_BOM_INQUIRY_D
Items CRM, Review
Assemblies, Components
View details about each
component in the assembly.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 5
Working with Item Assemblies
Page Name
Definition Name
Navigation
Usage
Review Assemblies Component Notes
EN_BOM_INQ_D_TXT
Items CRM, Review
Assemblies, Component
Notes
View notes that are related
to a specific component of a
service assembly.
Common Elements Used in Viewing Assembly Information
Quantity and Per
Displays the quantity of the component that is required for each
assembly or order of the end item, in the standard UOM of the
end item.
Review Assemblies - Summary Page
Use the Review Assemblies - Summary page (EN_BOM_INQUIRY) to view the serviceable components
that are defined for a given combination of setID and item.
Navigation
Items CRM, Review Assemblies, Summary
Image: Review Assemblies - Summary page
This example illustrates the fields and controls on the Review Assemblies - Summary page.
Enter search criteria for the service assembly that you want to view.
SetID
Enter the setID of the service assembly. The system populates
this value with the default setID that is associated with your
user ID on the User Preferences - Overall Preferences page, if
applicable.
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 that are defined for the service assembly that is in
effect for this date.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
57
Working with Item Assemblies
Chapter 5
Item ID
Enter the end item for which a service assembly has been
defined.
Assembly Type
Select Service. Although other assembly types are available,
only Service is applicable for PeopleSoft CRM applications.
Assembly Code
Enter the version of the service assembly that is defined for the
setID and item combination. Assembly codes can range from 1
to 99.
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.
Values are:
Indented: Select to display the service assembly components
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 service assembly
components as a simple list without indentation.
Show All Components
Select to view all components that are defined for a service
assembly regardless of the effective date.
Level Code
Displays the level of the component on the service assembly.
Component ID
Displays the item ID of each component. Click the item ID to
access the Review Assemblies - Components page and view
details, including warranty information, about the component
item.
Review Assemblies - Components Page
Use the Review Assemblies - Components page (EN_BOM_INQUIRY_D) to view details about each
component in the assembly.
58
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 5
Working with Item Assemblies
Navigation
Items CRM, Review Assemblies, Components
Image: Review Assemblies - Components page
This example illustrates the fields and controls on the Review Assemblies - Components page.
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
This section displays the warranty that you establish for the component item on the Item Definition page,
if applicable.
Related Links
Understanding Item Definition in PeopleSoft CRM
"Understanding Agreements and Warranties (PeopleSoft CRM 9.1 Application Fundamentals
PeopleBook)"
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
59
Chapter 6
Checking Item Balances and Availability
Understanding Balance Inquiries
This section discusses:
•
Item availability inquiries.
•
Item balance inquiries by business units.
•
Item balance inquiries by group members.
Item Availability Inquiries
If you integrate PeopleSoft Customer Relationship Management (PeopleSoft CRM) with PeopleSoft
Inventory and you are accessing system pages through the portal using the single sign-on feature, links
to the Item/Product Availability component in Inventory are available from the Order Materials and
Service Order components in PeopleSoft Integrated FieldService and the Return Material Authorization
component in PeopleSoft Support. With the Item/Product Availability component, you can confirm the
current available quantity for an item, check cumulative available-to-promise quantity for future dates,
and view future supply and demand information for the item.
To inquire item availability from the Return Material Authorization component for an advanced exchange
return material authorization (RMA):
1. Click the View Related Links button in the Replacement Item(s) grid on the Return Material
Authorization page.
2. Click the Item Availability link on the transfer page.
To inquire about item availability within PeopleSoft Integrated FieldService, click the Check Availability
link adjacent to the Quantity in Truck on the Order Materials page and then click the Item Availability
link on the transfer page.
You can also check availability from the Required Material page within a service order in PeopleSoft
Integrated FieldService. Click the Check Availability link next to the Quantity in Truck then click the
Item Availability link on the transfer page.
See Also
PeopleSoft FSCM Inventory
Related Links
"Setting Up the Order Materials Component (PeopleSoft CRM 9.2: Integrated FieldService)"
"Understanding Material Return Processing (PeopleSoft CRM 9.2: Call Center Applications)"
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
61
Checking Item Balances and Availability
Chapter 6
Item Balance Inquiries by Business Units
PeopleSoft CRM uses the Item Balance enterprise integration point (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 that is defined for customer support or field service operations. The sequence of
business units reflects their order in the distribution network.
Note: When integrating with PeopleSoft Purchasing and 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.
This diagram illustrates the integration between PeopleSoft CRM and your inventory and procurement
system that supports checking quantity that is available and on hand in the inventory distribution network:
Image: Data flow from inventory systems to PeopleSoft CRM
This diagram illustrates the data flow item quantity information from the inventory system to the CRM
system using the Item Balance EIP.
Related Links
PeopleSoft CRM 9.1 Application Fundamentals PeopleBook
Item Balance Inquiries by Group Members
In PeopleSoft Integrated FieldService, you can check item balances for the good truck stock storage
locations that are associated with each group member in a provider group. You can use this balance
information to select a group member to assign to a service order activity and to decide how much, if any,
material must be ordered to complete the work on the service order activity.
62
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 6
Checking Item Balances and Availability
PeopleSoft CRM uses the Item Balance EIP to retrieve balance information in real-time for the good
truck stock storage locations that are associated with each member of the assigned provider group from
PeopleSoft Inventory or a third-party inventory system. The balance information appears on the Item
Balance by Group Member page in PeopleSoft CRM.
The system retrieves balance information only for group members who are associated with storage
locations on the Storage Location page of the Worker component. This sequence of rules governs which
group members' storage location balances the system retrieves:
1. If one or more group members are assigned to the service order activity, the system retrieves balance
information for the group members that are assigned to the line.
2. If no group member is assigned to the service order activity but a provider group is specified, the
system retrieves the balance information for all group members that are associated with the provider
group on that activity.
3. If no group member or provider group is assigned at the activity level, the system displays an error
message.
Related Links
"Truck Stock Storage Locations (PeopleSoft CRM 9.2: Integrated FieldService)"
"Setting Up the Order Materials Component (PeopleSoft CRM 9.2: Integrated FieldService)"
Viewing Balance Information
To view balance information, use the Order Materials (RF_MATERIAL_ORDERS) component and the
Service Order (RF_SERVICE_ORDER) component.
This section lists common elements and discusses how to:
•
Check item balances by inventory business units.
•
Check item balances by group members.
•
View error messages.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
63
Checking Item Balances and Availability
Chapter 6
Pages Used to View Balance Information
Page Name
Definition Name
Navigation
Usage
Item Balance by Business
Units
RF_STOR_LOC_RST
•
From the Return Material
Authorization page in
PeopleSoft Support (
select Support, Returns),
click the View Related
Links button following
the Replacement Item ID
field and then click the
Item Balance link on the
transfer page.
Check item balances for the
inventory business units that
are included in the distribution
network that you define for
customer support or field
service operations.
•
From the Required
Material page within
the service order in
PeopleSoft Integrated
FieldService, click the
Check Availability link
next to the Quantity in
Truck field and then
click the Item Balance by
Business Units link on
the transfer page.
•
From the Order Materials
page, click the Check
Availability link next to
the Quantity in Truck
field and then click the
Item Balance by Business
Units link on the transfer
page.
•
From the Required
Check item balances for group
Material page within
members of the assigned
the service order in
provider group.
PeopleSoft Integrated
FieldService, click the
Check Availability link
next to the Quantity in
Truck field and then
click the Item Balance by
Group Members link on
the transfer page.
•
From the Order Materials
page, click the Check
Availability link next to
the Quantity in Truck
field and then click the
Item Balance by Group
Members link on the
transfer page.
Item Balance by Group
Members
64
RF_STOR_LOC_RST
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 6
Checking Item Balances and Availability
Page Name
Definition Name
Navigation
Usage
Return Message from
Inventory
RF_ITM_BAL_MSG1
Click the Message Log
button on the Item Balance
by Business Units page or
the Item Balance by Group
Members page.
View messages about
problems that the PeopleSoft
CRM system encountered
when it attempted to retrieve
item balance information from
the inventory system with the
Item Balance EIP.
RF_ITM_BAL_MSG2
RF_ITM_BAL_MSG3
Common Elements Used in Viewing Balance Information
The Message Log button indicates that the system recorded
in the Message Log an error that the Item Balance EIP
encountered. Click the button to view the message on an Item
Balance Message page.
Item Balance by Business Units Page
Use the Item Balance by Business Units page (RF_STOR_LOC_RST) to check item balances for the
inventory business units that are included in the distribution network that you define for customer support
or field service operations.
Navigation
•
From the Return Material Authorization page in PeopleSoft Support (select Support, Returns), click
the View Related Links button following the Replacement Item ID field and then click the Item
Balance link on the transfer page.
•
From the Required Material page within the service order in PeopleSoft Integrated FieldService, click
the Check Availability link next to the Quantity in Truck field and then click the Item Balance by
Business Units link on the transfer page.
•
From the Order Materials page, click the Check Availability link next to the Quantity in Truck field
and then click the Item Balance by Business Units link on the transfer page.
Note: This page is available only if you have implemented the Item Balance EIP to retrieve quantity
balance information from PeopleSoft Inventory or a third-party inventory system.
Click to access the Return Message from Inventory page.
IN Unit (inventory business unit)
Displays the inventory business unit in the distribution network
that is associated with support or field service activities.
The sequence of the business units reflects their order in the
distribution network.
Quantity Available
Displays a subset of the quantity on hand, which reflects the
total item quantity that you can use to fulfill demand.
Quantity On Hand
Displays, in the total item quantity in a particular business unit,
regardless of the stock's inventory status and storage location.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
65
Checking Item Balances and Availability
Chapter 6
The field value includes both the item quantity available and the
quantity reserved.
Note: This total does not reflect the total item quantity that you
can use to fulfill demand.
Quantity Owned
Displays, in the item's standard unit of measure, the amount of
the item that the inventory business unit owns.
Depending on from where you navigated, these links can appear at the bottom of the page: Return to
RMA, Service Order, and Order Materials. Click a link to return to the corresponding component.
Item Balance by Group Members Page
Use the Item Balance by Group Members page (RF_STOR_LOC_RST) to check item balances for group
members of the assigned provider group.
Navigation
•
From the Required Material page within the service order in PeopleSoft Integrated FieldService, click
the Check Availability link next to the Quantity in Truck field and then click the Item Balance by
Group Members link on the transfer page.
•
From the Order Materials page, click the Check Availability link next to the Quantity in Truck field
and then click the Item Balance by Group Members link on the transfer page.
Note: This page is available only if you have implemented the Item Balance EIP to retrieve quantity
balance information from PeopleSoft Inventory or a third-party inventory system.
Click the Message Log button to access the Return Message
from Inventory page.
Provider Group Name
Displays the name of the provider group that is assigned to the
service order activity.
Group Member Name
Displays the name of the group member that is assigned to the
service order activity.
IN Unit (inventory business unit)
Identifies the inventory business unit where the group member'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 Displays the material storage area in PeopleSoft Inventory or
Level 4
the 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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Chapter 6
Checking Item Balances and Availability
Related Links
"Truck Stock Storage Locations (PeopleSoft CRM 9.2: Integrated FieldService)"
Return Message from Inventory Page
Use the Return Message from Inventory page (RF_ITM_BAL_MSG1) to view messages about problems
that the PeopleSoft CRM system encountered when it attempted to retrieve item balance information from
the inventory system with the Item Balance EIP.
Navigation
Click the Message Log button on the Item Balance by Business Units page or the Item Balance by Group
Members page.
Note: This page is available only if problems occur while 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 displays information about errors with the Item Balance EIP process.
The return message is the message catalog number.
Typically, business unit errors indicate that the business unit has not been defined or the business unititem combination is invalid in the 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 the inventory system.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
67
Chapter 7
Setting Up Products
Understanding Products in PeopleSoft CRM
This section discusses:
•
Product definitions in PeopleSoft CRM.
•
Integrations with PeopleSoft Supply Chain Management (PeopleSoft SCM) and PeopleSoft Proposal
Management.
Product Definitions in PeopleSoft CRM
PeopleSoft CRM uses a product definition to represent each product. The product definition, which is
keyed by product ID, stores all of the product information that company representatives require to sell or
support the product. PeopleSoft CRM also uses product definitions for:
•
Pricing product orders.
•
Generating product catalogs.
•
Storing product advisor scripts for use by sales and support personnel.
Product Definition Types
PeopleSoft CRM uses these types of product definitions:
•
Standard product
•
Package product
•
Engagement service
See Products.
Product Definition Process
Complete these steps to define products in PeopleSoft CRM:
1. Analyze how the various parts of the CRM system use product definitions.
For example, the catalog generation process and the ordering process can both use product definitions.
2. Create definitional elements to associate with products.
Definitional elements are attributes such as product brands, product categories, and competency
codes. You associate definitional elements with product IDs to create unique product and product
package definitions.
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Setting Up Products
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See Understanding Product Definitional Elements.
3. Select a product type and create a product definition.
After you define a product, the product ID becomes available on product search lists so that you can
access the product definition from other CRM pages.
Important! In PeopleSoft CRM, you can define a product when you define an item or you can create
a product and associate it with existing items. Typically, you begin by defining an item and having
the system copy the product ID, description, and standard UOM of the item to the product definition
table.
See Items.
4. Associate definitional elements and other product attributes with the product ID.
5. Select package components (if the product definition is for a product package).
6. Assign product UOMs.
7. Establish product prices.
8. Define relationships between products.
9. Associate notes with products.
Integrations with PeopleSoft SCM and PeopleSoft Proposal Management
Product information is integrated with PeopleSoft SCM (and third-party SCM systems) and PeopleSoft
Proposal Management, which is part of the PeopleSoft Enterprise Services Automation product suite,
by using enterprise integration points (EIPs). The considerations for using EIPs are discussed in the
following paragraphs.
SCM Integrations
SCM systems use product definitions to manage products and product components throughout
the manufacturing process. PeopleSoft CRM delivers several EIPs that maintain data integrity
between PeopleSoft CRM and SCM systems, including PeopleSoft SCM and third-party systems, by
synchronizing product data.
You use the PeopleTools Integration Broker to integrate product data. This technology enables both
synchronous and asynchronous messages to be transmitted using one technology.
Note: To synchronize product groups that have product group types of GEN between your SCM
and CRM databases, initiate the PRODUCT_GROUP_FULLSYNC EIP before initiating the
PRODUCT_FULLSYNC EIP, regardless of whether PeopleSoft CRM is the publishing or subscribing
database.
These EIPs are used for both publishing and subscribing:
70
•
PRODUCT_SYNC
•
PRODUCT_FULLSYNC
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 7
Setting Up Products
•
PRODUCT_SYNC_EFF
Note: If the PRODUCT_SYNC message is active, an add, change, or delete action in the Product
Definition component automatically executes the product sync publish logic.
PeopleSoft CRM publishes the PRODUCT_SYNC message whenever product data is added, changed,
or deleted using the Product Definition - Definition page, the Package Components page, the Product
Price page, the Package Component Pricing page, the Notes page, the Relationships component
(PROD_RELATIONS_CMP), and the Product Unit of Measure page.
PeopleTools Integration Broker processes the message and applies a transformation to remove the
PRODKIT_HEADER. Any package components that are themselves packages are also stripped from the
message. Because PeopleSoft SCM does not permit packages within packages, package components that
are themselves packages are also stripped from the message.
PeopleSoft CRM subscribes asynchronously to the PRODUCT_SYNC message that comes from the
SCM system. This data is processed directly into the PeopleSoft CRM product tables using component
interfaces. A product package header record is added for any kit components that are received from
SCM. When a PRODUCT_SYNC or PRODUCT FULL_SYNC message is received, the system runs
the subscription logic, which calls one of these 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
Note: Before publishing the Product full sync message, enter matching values in the product brand table
(PROD_BRAND_TBL) using the Product Brand pages in CRM (Products CRM, Product Brand) and
SCM (Set Up Financials/Supply Chain, Product Related, Order Management Foundation, Brand,
Product Brand). If you don't enter values in the product brand table, the system may display an error
message.
This table shows how an order represents packages to the PeopleSoft SCM system:
Type
Line Display
0-Static Package (1-level static quantity)
Display all components of the package as Store and publish parent line.
multiple lines.
PROD_ITEM.PROD_KIT=Y
Line Data Model/EIP
PROD_KIT_HEADER.LT_CONFIG_
FLAG=N
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Setting Up Products
Chapter 7
Type
Line Display
Line Data Model/EIP
1-Package (Kit) (multilevel dynamic
quantity)
Display all components of the package as Store all components as multiple lines,
multiple lines.
and publish as multiple lines.
PROT_ITEM.PROD_KIT=Y
PROD_KIT_HEADER.LT_CONFIG_
FLAG=Y
2-Configured Package(Kit)
PROD_ITEM.PROD_KIT=Y
Display all components of the package as Store all components as multiple lines,
multiple lines.
and publish as multiple lines.
PROD_ITEM.CFG_KIT=Y
3-Configured Product
Display high-level parent line.
MASTER_ITEM_TBL.DIST_CFG_
FLG=Y
Store and publish parent line plus
configuration.
Proposal Management Integrations
PeopleSoft CRM can send information to PeopleSoft Proposal Management. This action occurs when
a quote that originates from a PeopleSoft Sales lead or opportunity or is entered using PeopleSoft
Order Capture includes an engagement service product. PeopleSoft Proposal Management prices the
engagement and sends pricing information back to PeopleSoft CRM.
This integration consists of these application messages:
•
OC_ESA_PROPOSAL
This message is sent to PeopleSoft Proposal Management when a quote is submitted for an
engagement-type service in PeopleSoft Order Capture.
•
OC_ESA_PROPOSAL_RESPONSE
This message returns the capture ID, proposal ID, and version ID from PeopleSoft Proposal
Management to PeopleSoft Order Capture.
•
ESA_PROPOSAL_PRICE
When PeopleSoft Proposal Management completes pricing the engagement, pricing information is
sent back to PeopleSoft Order Capture.
•
OC_ESA_PROPOSAL_STATUS
This message sends the status of a proposal (for example, draft or negotiated) to PeopleSoft Proposal
Management.
Important! Before you can integrate with PeopleSoft Proposal Management, you must define the
Engagement Service product.
See PeopleSoft CRM 9.2: Order Capture Applications.
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Chapter 7
Setting Up Products
Defining Products
To define products, use the Product Definition (PROD_DEFN) component.
This section discusses how to:
•
Define product information.
•
Define external product descriptions.
•
Define product attributes.
•
Attach files to product definitions.
•
Define installed product rules.
•
Attach images to product definitions.
•
Associate branch scripts with products.
•
Add products to product groups.
•
Define product availability for regions.
•
Track competing products.
•
Enter sub business projects.
Pages Used to Define Products
Page Name
Definition Name
Navigation
Usage
Product Definition Definition
PROD_DEFN
Products CRM, Product
Definition, Definition
Define product information.
Product Definition - External
Description
PROD_EXT_DESCR
Products CRM, Product
Definition, External
Description
Define the external
description of a product.
Product Definition Attributes
RB_ATTR_RUN_PROD
Products CRM, Product
Definition, Attributes
Define product attributes,
such as dimensions, materials
used in manufacturing, and
color.
Product Definition Attachments
PROD_ATT
Products CRM, Product
Definition, Attachments
Attach files to a product.
Product Definition - Installed
Product
PROD_INSTALL
Products CRM, Product
Definition, Installed Product
Define rule sets for processing
installed products.
Product Definition - Product
Groups
PROD_GROUP_LNK
Products CRM, Product
Definition, Product Groups
Add products to product
groups.
Product Definition - Images
PROD_IMAGES
Products CRM, Product
Definition, Images
Attach images of different
sizes to a product.
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Setting Up Products
Chapter 7
Page Name
Definition Name
Navigation
Usage
Product Definition - Branch
Scripts
PROD_BSCRIPT
Products CRM, Product
Definition, Branch Scripts
Associate a branch script with
a product.
Product Definition - Regions
PROD_REGION
Products CRM, Product
Definition, Regions
Define sales regions for
products.
Product Definition Competitors
PROD_COMPTTRS
Products CRM, Product
Definition, Competitors
Track competitors' products.
Product Definition - Definition Page
Use the Product Definition - Definition page (PROD_DEFN) to define product information.
Navigation
Products CRM, Product Definition, Definition
Image: Product Definition - Definition page
This example illustrates the fields and controls on the Product Definition - Definition page.
Note: Different sections appear on this page depending on the product type that you select when you
add the product definition. The display template that you associate with the product type controls the
appearance of the page.
See Product Definitions in PeopleSoft CRM, "Understanding Display Templates (PeopleSoft CRM 9.2:
Automation and Configuration Tools)".
74
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Chapter 7
Setting Up Products
Product Details
This information identifies the product, and it appears for all product types. The specific fields that appear
vary depending on the requirements of the product type. For example, engagement services do not have a
catalog number, model number, brand, or category.
Transfer Model Nbr (transfer model Enter the product catalog number and model number if a
number) and Catalog Number
product appears in another vendor catalog.
Order Standalone By
This group box appears for all product types.
Business
Select if the product is available as a standalone product (not
part of a package) to businesses.
Consumer
Select if the product is available as a standalone product to
consumers.
Note: If you do not select either of these options, the system treats the product as one that is available
only as a package component.
Pricing
This section appears if the selected product type for the product definition is Package. For packages,
indicate the pricing method.
at Top Level
Select to use the price that is defined on the Product Price page
for the package price.
at Component Level
Select to calculate the package price as the sum of the prices for
each component in the package.
Note: When you select the at Component Level option, define
the price for each component of the package using the Package
Component Pricing page.
Regardless of the pricing option that you select, the total price
for the product package is stored in the PROD_PRICE record.
Lead Time
Future order functionality enables a user to place an order that will occur in the future. The future-dated
orders are queued in the CRM system and automatically resubmitted to fulfill the order or request. This
approach improves performance by not submitting orders until they are due.
See "Understanding Future Dated Orders (PeopleSoft CRM 9.2: Order Capture Applications)".
Lead Time
Enter the lead time for a product in days. The lead time
specified should be the amount of time needed to fulfill the
product order. The default is 0, which indicates that the external
system can perform the order with no delay. The lead time is
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75
Setting Up Products
Chapter 7
taken into account when calculating the order execution date for
future dated order.
If the lead time is updated, no automatic update occurs for
already submitted orders.
Inventory
This section appears only for products of type Standard.
Item ID
Enter an item ID to associate with the product. If you created the
product from an item, the item ID on the Item Definition page
appears here.
If the specified item is associated with configuration, the
standard product can be configured through its product
definition.
Note: Clear the Item Required check box on the Product
Options page to save products without an item ID.
Related Links
Establishing Product Prices
Creating Product Definitional Elements
Product Definition - External Description Page
Use the Product Definition - External Description page (PROD_EXT_DESCR) to define the external
description of a product.
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Chapter 7
Setting Up Products
Navigation
Products CRM, Product Definition, External Description
Image: Product Definition - External Description page
This example illustrates the fields and controls on the Product Definition - External Description page.
Description and Long Description
Enter short and long external descriptions for the product. The
text can include any HTML tags except:
•
<html> and </html>
•
<title> and </title>
•
<header> and </header>
•
<body> and </body>
These main structure tags are unnecessary because they are
included in the standard PeopleSoft-generated page.
Note: Be sure that the HTML code follows proper HTML
formatting rules.
Preview
Click to preview the short and long descriptions.
Product Definition - Attributes Page
Use the Product Definition - Attributes page (RB_ATTR_RUN_PROD) to define product attributes, such
as dimensions, materials used in manufacturing, and color.
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77
Setting Up Products
Chapter 7
Navigation
Products CRM, Product Definition, Attributes
Image: Product Definition - Attributes page
This example illustrates the fields and controls on the Product Definition - Attributes page.
Order Capture Attributes
Select an option for the processing of order capture line
attributes. The PeopleSoft Order Capture application uses these
options to determine how it processes line attributes. Setting
either the Never has Attributes or the Always has Attributes
option increases performance because the attributes engine does
not need to check for attributes when these options are set.
This field is not required. If left blank, Conditionally has
Attributes is assumed to provide backward compatibility with
existing functionality.
Possible values are:
•
Never has Attributes
Use this setting to indicate that product does not have order
capture line attributes. Because attributes are never collected
at order processing time for this product when this option
is set, Order Capture performs better because it does not
need to do the attributes calculation for the product. This
increases response times when adding a product to an order
and opening up existing orders.
•
Always has Attributes
Use this setting if the product has order capture line
attributes. Attributes are always collected at order
processing time for this product.
•
Conditionally has Attributes
Use this setting if the product sometimes has order capture
order line attributes. Attributes are collected at order
processing time under certain conditions that are based on
the values of the order line. This conditional aspect of the
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Chapter 7
Setting Up Products
attributes is determined at runtime by the attributes engine.
Using this option can negatively affect response time.
Note: The specific attributes that you can enter on this page are defined at system installation.
See "Understanding Attributes (PeopleSoft CRM 9.2: Automation and Configuration Tools)".
Product Definition - Attachments Page
Use the Product Definition - Attachments page (PROD_ATT) to attach files to a product.
Navigation
Products CRM, Product Definition, Attachments
Image: Product Definition - Attachments page
This example illustrates the fields and controls on the Product Definition - Attachments page.
File Name
Click to view the contents of the attachment.
File Type
Select the attachment type. Options areProspectus, Disclosure,
Literature, and White Paper.
Required
Select to indicate if the user must view the attachment before
ordering the product or if the information is supplemental.
Warning! For product images uploaded to a DB2 platform, the maximum image size is 32K.
Related Links
"Adding Attachments to Notes (PeopleSoft CRM 9.1 Application Fundamentals PeopleBook)"
Product Definition - Installed Product Page
Use the Product Definition - Installed Product page (PROD_INSTALL) to define rule sets for processing
installed products.
Navigation
Products CRM, Product Definition, Installed Product
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Setting Up Products
Chapter 7
See Defining Creation and Update Rules for Installed Products, "Setting Up Product Registration
(PeopleSoft CRM 9.1 Application Fundamentals PeopleBook)".
Product Definition - Product Groups Page
Use the Product Definition - Product Groups page (PROD_GROUP_LNK) to add products to product
groups.
Navigation
Products CRM, Product Definition, Product Groups
Image: Product Definition - Product Groups page
This example illustrates the fields and controls on the Product Definition - Product Groups page.
Product Group Type
Select a product group type. The system comes with predefined
product group types that fall into the following categories:
pricing, reports, sales buying agreements, transportation lead
times, and taxes.
Product Group
Enter the number or name of a product group. A single product
can belong to multiple product groups within each group type.
Primary Reporting
Select to indicate a single primary reporting product group when
associating multiple groups with the Reporting group type.
Statistics are distorted if a product appears on the report under
every reporting group to which the product is linked.
Primary Pricing
Select to indicate a primary pricing product group if you've
entered multiple groups of the Pricing group type.
Related Links
Product Group Page
Product Definition - Images Page
Use the Product Definition - Images page (PROD_IMAGES) to attach images of different sizes to a
product.
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Chapter 7
Setting Up Products
Navigation
Products CRM, Product Definition, Images
Image: Product Definition - Images page
This example illustrates the fields and controls on the Product Definition - Images page.
Image Size
Select the size of the image that you want to associate with
the product. Options are Large Image, Medium Image, Small
Image, and Zoom Image. You can attach one image of each
size.
Upload
Click to locate, upload, and attach an image.
Note: You can upload and view only JPEG type images.
The maximum size of the JPEG file depends on the database
platform that you are using. Most systems can handle images
up to 32 kilobytes. If you get an error message, click the Back
button on your browser.
Product Definition - Branch Scripts Page
Use the Product Definition - Branch Scripts page (PROD_BSCRIPT) to associate a branch script with a
product.
Navigation
Products CRM, Product Definition, Branch Scripts
Image: Product Definition - Branch Scripts page
This example illustrates the fields and controls on the Product Definition - Branch Scripts page.
Script Type
Select a branch script type. Options are External Application,
Internal Application, and Upsell. You can save only one script
per type on this page.
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Setting Up Products
Chapter 7
Note: Up-sell scripts are used to launch a series of questions
that enable a customer service representative to sell products on
the phone.
Upsell Script ID
Enter the script ID number or the script name.
Related Links
"Understanding Scripts (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
Product Definition - Regions Page
Use the Product Definition - Regions page (PROD_REGION) to define sales regions for products.
Navigation
Products CRM, Product Definition, Regions
Image: Product Definition - Regions page
This example illustrates the fields and controls on the Product Definition - Regions page.
Region Options
All Regions
Select if the product is available to customers in all regions.
Note: If you select this option, the system disregards the regions
that are associated with particular products.
Only in Regions below
Select to make the product unavailable in all regions except
those that you specify.
All except Regions below
Select to make the product available in all regions except those
that you specify.
Region ID
Enter one or more region codes if you select either the Only in
Regions below option or the All except Regions below options.
Related Links
"Setting Up Regions (PeopleSoft CRM 9.1 Application Fundamentals PeopleBook)"
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Chapter 7
Setting Up Products
Product Definition - Competitors Page
Use the Product Definition - Competitors page (PROD_COMPTTRS) to track competitors' products.
Navigation
Products CRM, Product Definition, Competitors
Image: Product Definition - Competitors page
This example illustrates the fields and controls on the Product Definition - Competitors page.
Competitor Code
Enter a competitor code. You can create reports to perform
analysis using competitor product information.
Related Links
Defining Creation and Update Rules for Installed Products
Assigning Product UOMs
To assign product UOMs, use the Product Unit of Measure (PROD_UOM) component.
This section discusses how to assign UOMs.
Page Used to Assign Product UOMs
Page Name
Definition Name
Navigation
Usage
Product Unit Of Measure
PROD_UOM
Products CRM, Product Unit
of Measure, Product Unit of
Measure
Select the UOMs that apply
to the product. Define
minimum and maximum
order quantities, valid order
increments, and minimum
selling prices for the product
when sold by that UOM.
Product Unit Of Measure Page
Use the Product Unit Of Measure page (PROD_UOM) to select the UOMs that apply to the product.
Define minimum and maximum order quantities, valid order increments, and minimum selling prices for
the product when sold by that UOM.
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Setting Up Products
Chapter 7
Navigation
Products CRM, Product Unit of Measure, Product Unit of Measure
Image: Product Unit Of Measure page
This example illustrates the fields and controls on the Product Unit Of Measure page.
Details of Unit of Measure
UOM (unit of measure)
Enter a UOM that applies to sales order units for the product.
Minimum Quantity and Maximum
Quantity
Enter minimum and maximum order quantity fields. The order
entry and quotation entry systems place the order line on hold if
these limits are violated.
Increment Quantity
Enter a value if a product can be sold only in specific
increments.
Related Links
Defining Creation and Update Rules for Installed Products
Defining Product Packages
To define product packages, use the Package Components (PRODKIT) component.
This section lists a prerequisite and discusses how to define product packages.
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Chapter 7
Setting Up Products
Page Used to Define Product Packages
Page Name
Definition Name
Navigation
Usage
Package Components
PRODKIT_SUMMARY
Products CRM, Package
Components, Package
Components
Define the components of
a product package, specify
the maximum and minimum
number of optional or
required components that
a customer can select, and
specify (for each component)
the maximum and minimum
quantity that a customer can
order.
Prerequisite
Before you can define product packages, you must specify a package level in the product definition.
Product Packages can only have a UOM of Each. If you have not created a UOM for Each, navigate to
Set Up CRM, Common Definitions, Unit of Measure and create an EA unit of measure
Related Links
Defining Products
Package Components Page
Use the Package Components page (PRODKIT_SUMMARY) to define the components of a product
package, specify the maximum and minimum number of optional or required components that a customer
can select, and specify (for each component) the maximum and minimum quantity that a customer can
order.
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Setting Up Products
Chapter 7
Navigation
Products CRM, Package Components, Package Components
Image: Package Components page (1 of 2)
This example illustrates the fields and controls on the Package Components page (1 of 2)
Image: Package Components page (2 of 2)
This example illustrates the fields and controls on the Package Components page (2 of 2).
Package Information
Minimum Components and
Maximum Components
Enter the minimum and maximum number of components that a
customer must purchase to complete an order.
Components
Products must be defined in the system before they can be added to product packages as components.
Display Order
Enter a number (1, 2, and so on) to indicate the order in which
the component needs to be displayed in the package hierarchy.
The component with the smallest order number is displayed
first.
By default, this field is empty and the system displays
components in the order they are entered.
Component
86
Enter the ID for each product or package that you want to add
to the primary package. A package can consist of a number of
individual products and secondary packages.
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Chapter 7
Setting Up Products
Default Quantity
Enter the default quantity for the component. This number
must be between the minimum and maximum quantity for the
component.
Minimum and Maximum
Enter the minimum and maximum quantity that a customer can
order 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
two, enter 0 in the Minimum field and 2 in the Maximum field.
Note: A minimum quantity of 0 means that the component is
optional.
Effective Date
Enter the start date of the selling period for the product
component.
Obsolete Date
Enter the end date of the selling period for the product
component.
OK to Ship Without
Select to ship the available product package without waiting for
this component.
Order Per
Select whether the component quantity is per package (
assembly) or per order. For example, suppose that you need to
deliver a manual with a computer package and the customer
orders several packages. To send one manual with each ordered
package, select Assembly. To send one manual with the entire
order (regardless of the number of packages in the order), select
the Order field.
Package Hierarchy
This section displays the components of primary and nested packages using a tree structure.
Establishing Product Prices
To establish product prices, use the Product Price (PROD_PRICE) and the Package Component Pricing
(PRODKIT_COMPS_PRC) components.
This section provides an overview of product pricing and discusses how to:
•
Set prices for individual products or product packages by using top-level pricing.
•
View prices for package components.
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Setting Up Products
Chapter 7
Pages Used to Establish Product Prices
Page Name
Definition Name
Navigation
Usage
Product Price
PROD_PRICE
Products CRM, Product
Price, Product Price
Set prices for standalone
products and for product
packages by using top-level
pricing.
Package Component Pricing
PRODKIT_COMPS_PRC
Products CRM, Package
Component Pricing, Package
Component Pricing
View prices for each
package component for
product packages that uses
component-level pricing.
Understanding Product Pricing
The sources and definitions of product prices vary depending on how you define products. Note these
differences:
•
Prices for products that are created in PeopleSoft SCM or a third-party SCM system are defined
by inventory business units unless the product is nonstockable (for example, a service such as
installation).
When you synchronize with a SCM system, you must enter the inventory business units into the
Business Unit table in the PeopleSoft CRM system.
•
Product definitions created in PeopleSoft CRM do not require the inventory business unit field.
In PeopleSoft CRM, the inventory business unit is unknown when a product is ordered, and the
system uses the lowest price from any inventory business unit associated with the product.
See Also PeopleSoft FSCM Inventory
Related Links
Understanding Item Definition in PeopleSoft CRM
Product Price Page
Use the Product Price page (PROD_PRICE) to set prices for standalone products and for product
packages by using top-level pricing.
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Chapter 7
Setting Up Products
Navigation
Products CRM, Product Price, Product Price
Image: Product Price page
This example illustrates the fields and controls on the Product Price page.
Ship From Business Unit
Inventory Unit
Enter the inventory business unit of the warehouse. This field is
validated against the BUS_UNIT_TBL_FS table in PeopleSoft
CRM. This field is optional for a noninventoried product.
Note: Inventory business units are established in PeopleSoft
SCM or the order fulfillment system. They are synchronized
with PeopleSoft CRM using a business unit EIP.
Currency
Enter the currency that is used for the inventory business unit.
Pricing Details
List Price
Enter the product list price. The system applies price
adjustments against the list price.
Package Pricing
Click to view package component pricing details (available only
for packages that are priced at the component level).
Package Component Pricing Page
Use the Package Component Pricing page (PRODKIT_COMPS_PRC) to view prices for each package
component for product packages that uses component-level pricing.
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Setting Up Products
Chapter 7
Navigation
Products CRM, Package Component Pricing, Package Component Pricing
Image: Package Component Pricing page
This example illustrates the fields and controls on the Package Component Pricing page.
This page lists the components of the package, the dates on which the component became part of the
package, and the date it became obsolete in the package.
Currency
Select a value to represent the currency you want to use for the
pricing component you are setting up.
You cannot enter information in the MSRP and Unit Cost fields
until you enter a value in the Currency field.
List Price
This field displays the sum of the component prices.
Unit Cost and MSRP
(manufacturer's suggested retail
price)
These fields are for informational purposes only. CRM does not
use them to initiate any processing. These values, if available,
are sent to Order Management in PeopleSoft SCM.
Related Links
Assigning Product UOMs
Defining Product Packages
Defining Products
"Setting Up Currencies (PeopleSoft CRM 9.1 Application Fundamentals PeopleBook)"
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Chapter 7
Setting Up Products
Managing Product Relationships
This section provides an overview of product relationships, lists prerequisites, and discusses how to
define product relationships.
Pages Used to Manage Product Relationships
Page Name
Definition Name
Navigation
Usage
Product Relationships Product Relationships page
PROD_RELATIONS
Products CRM, Product
Relationships, Product
Relationships
Define relationships between
products.
Product Relationships Relationships Overview
PROD_REL_OVERVIEW
Products CRM, Product
Relationships, Relationships
Overview
View effective relationships
between products.
Understanding Product Relationships
PeopleSoft CRM comes with a number of predefined relationship types that enable you to define
relationships between products:
•
Complement
A complement is an accessory to another product. For example, a keyboard might be a complement to
a desktop computer.
•
Cross-sell
A cross-sell is a product that enhances or extends the capabilities of another product. For example, a
DVD player might be a cross-sell for a television.
•
Up-sell
An up-sell is a product that is superior to the product that the customer inquires about or orders.
•
Product alternate
A product alternate is offered in place of another. For example, suppose that the delivery time for a
product does not meet the customer's needs. In that case, you might offer a product alternate.
For a product to be considered an alternate product, you must link an item to it.
•
Prerequisite
A prerequisite is a product that is required for another product to function properly.
•
Replacement product
A replacement product is offered in place of another product that a customer orders if the original
product is no longer available.
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Setting Up Products
Chapter 7
Related Links
Product Relationships - Product Relationships Page
Prerequisites
Before you define relationships between products, you must:
1. Review the available relationships that are delivered with the system.
2. Define additional relationships that are required by the business.
3. Specify optional relationship attributes.
Related Links
Product Relations Codes Page
Product Relationships - Product Relationships Page
Use the Product Relationships - Product Relationships page (PROD_RELATIONS) to define relationships
between products.
Navigation
Products CRM, Product Relationships, Product Relationships
Image: Product Relationships - Product Relationships page
This example illustrates the fields and controls on the Product Relationships page.
Note: For a product to be considered an alternate product, you must link an item to it.
Products To Relate
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Product Relationship
Select the relationship between the product in the Product field
and the product in the Product ID field. The system may display
a different set of fields based on your selection.
Product ID
Enter the ID of the product that you are relating to the product in
the Product field.
Start Date and End Date
Enter the start and end dates of the relationship.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 7
Setting Up Products
Entering Product Notes
This section lists a prerequisite and discusses how to enter product notes.
Page Used to Define Product Notes
Page Name
Definition Name
Navigation
Usage
Product Notes
PROD_NOTE
Products CRM, Product
Notes, Product Notes
Enter standard or custom
product notes.
Prerequisite
Before you can associate a standard note with a product, you must define the note on the Standard Notes
page.
See "Understanding Notes and Attachments (PeopleSoft CRM 9.1 Application Fundamentals
PeopleBook)".
Product Notes Page
Use the Product Notes page (PROD_NOTE) to enter standard or custom product notes.
Navigation
Products CRM, Product Notes, Product Notes
Image: Product Notes page
This example illustrates the fields and controls on the Product Notes page.
Sequence
Enter a sequence number to specify the order in which notes
appear on documents.
Classification
Select Standard or Custom.
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Setting Up Products
Chapter 7
Standard Note Code
Enter the code of a standard note to associate with the product.
Note Type
Enter the note type for a custom note associated with the
product.
Text
Enter the note text for a custom note. If you use a standard note,
this field displays the predefined note text.
Related Links
"Setting Up Note Types (PeopleSoft CRM 9.1 Application Fundamentals PeopleBook)"
"Creating Standard Notes and Product Notes (PeopleSoft CRM 9.1 Application Fundamentals
PeopleBook)"
"Entering and Viewing Notes (PeopleSoft CRM 9.1 Application Fundamentals PeopleBook)"
94
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 8
Defining Options for Integration to the
Asset Repository Module in PeopleSoft
Financials
Understanding Integration Options for the Asset Repository
Module
Enabling integration between PeopleSoft Customer Relationship Management (CRM) and PeopleSoft
Financial and Distribution Management (FDM) occurs on the Installed Product Configuration page,
which is keyed by setID. Select the box labeled Enable Asset Integration with PeopleSoft Financials to
allow integration. Also, when this check box is selected, the check box that controls the display of the
installed asset serial ID is automatically selected because the PeopleSoft Financials application requires
Serial ID values for all hardware assets.
The check box is the only setup option required for this integration other than the Product Mapping for
Hardware Assets page and the full synchronization of manufacturer and asset subtype data.
However, other standard PeopleSoft integration-related setups are required. For example, you may need
to configure the integration gateways, activate the relevant service operations, configure and activate
routings, and set the message queues to running. These are all standard integration setup requirements.
Since the asset entries also include employee, department, and location values, the entries for these three
types of data should also be in sync between the two systems. Therefore, you also must synchronize the
existing messages for employee, department, and location in addition to synchronizing the new messages
for manufacturers and asset subtypes.
See Also
PeopleTools: PeopleSoft Integration Broker
PeopleTools: PeopleSoft Integration Broker Administration
PeopleTools: Integration Broker Service Operations Monitor
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
95
Chapter 9
Creating Catalogs
Understanding Catalogs
Catalogs are a single group of products or services that are marketed and displayed together because they
share common criteria. PeopleSoft Customer Relationship Management (PeopleSoft CRM) enables you
to define the layout and content of online catalogs for internal and external use. You define the look and
feel of catalogs by creating display templates, and then you define the contents that you want to organize
and present according to the template definitions. You can designate products for inclusion in a catalog
either by direct association (using product IDs) or by creating business rules to dynamically build product
content based on the selection criteria that you define. Similarly, you can control user access to catalogs
by associating a Security Membership List with specific catalogs.
Catalogs in PeopleSoft CRM
You can access and search catalogs from different locations within PeopleSoft CRM, and functional
areas within the CRM applications are dependent on catalog definitions. Catalogs can be used and
searched by external customers who are purchasing products or services, internally by customer service
representatives (CSRs) who need product information, and by others within an enterprise. Catalogs and
catalog data are accessible from within and outside of PeopleSoft CRM.
Internal Access
Catalog information is available from these internal sources:
•
PeopleSoft Order Capture
In PeopleSoft Order Capture, CSRs access catalog data and run catalog searches from the Entry
form to obtain up-to-date information about products before they enter an order or provide quotes.
In addition, access to products can be limited and validated against catalogs when a product is added
to the order. CSRs can then use the product comparison tool, navigate to product details, and copy
products from the search results back to the order entry form.
Note: Users can navigate to Product Search in PeopleSoft Order Capture and enter search criteria.
They can also personalize the PeopleSoft CRM portal to display a product search pagelet (if the portal
pack is installed).
See "Understanding Future Dated Orders (PeopleSoft CRM 9.2: Order Capture Applications)".
•
PeopleSoft Sales
From the Lead and Opportunity components users can drill into the Product Search component and
perform keyword searches for products. Users can then use the product comparison tool, navigate to
product details, and copy products from the search results back to PeopleSoft Sales.
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Creating Catalogs
Chapter 9
External Access
Catalog information is available from these external sources:
•
PeopleSoft Order Capture Self Service
You can link to product detail pages from order lines, access and browse catalogs.
•
Customer registry or home page
Users can browse and search the catalog. Customers can also customize the PeopleSoft CRM portal to
display a catalog search pagelet (if the portal pack is installed).
Prerequisites
Before you create catalog display templates or define the content of a catalog, you must define products
using the Define Products component. In addition, because creating display templates and defining
catalog content are interdependent setup steps, a catalog is not fully defined until you define both
templates and content.
Note: Catalogs are limited to 1000 products per catalog.
To ensure that a user has access to catalogs, complete these setup steps:
1. Navigate to Set Up CRM, Security, CRM Application Security, Add membership list.
2. Enter Order Capture Admin Mem List in the Name field.
3. Enter Order Capture Admin Membership List in the Description field.
4. Click Next.
5. Select Role from the Security Object drop-down list.
6. Select Multiple Members in the Membership Applies to field.
7. Click Next.
8. Select Order Capture Admin in the Role Name field.
9. Click Finish.
10. Click Save.
Next:
1. Navigate to Set Up CRM, Security, CRM Application Security, Add security profile.
2. Enter Order Capture Admin Profile in the Name field.
3. Enter Order Capture Admin Profile in the Description field.
4. Click Add functional option group.
5. Select the Order Capture Admin check box.
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Chapter 9
Creating Catalogs
6. Click Finish.
7. Click the Membership tab.
8. Click Add Membership List.
9. Select Role from the Security Object drop-down list.
10. Select Multiple Members in the Membership Applies to field.
11. Click Next.
12. Select the Order Capture Admin Mem List check box.
13. Click Finish.
14. Click Save.
Related Links
Managing Product Relationships
Creating Catalog Display Templates
This section provides an overview of catalog display templates and discusses how to:
•
Define catalog display pages.
•
Define products and nested catalog display pages.
•
Define product comparison pages.
•
Define product detail display pages.
•
Define featured product displays.
•
Specify product search options.
To create catalog display templates, use the Catalog Template Definition (RO_DISPLAY_TEMPL)
component.
Pages Used to Create Catalog Display Templates
Page Name
Definition Name
Navigation
Usage
Display Template
RO_DISPLAY_TEMPL
Catalog Management CRM,
Catalog Template Definition,
Display Template
Define the look and feel of
catalogs and product display
pages in online catalogs.
Product Display Page
RO_PRODUCT_DISPLAY
Catalog Management CRM,
Catalog Template Definition,
Product Display Page
Define the look and feel of
product display pages in
online catalogs.
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Creating Catalogs
Chapter 9
Page Name
Definition Name
Navigation
Usage
Product Compare Page
RO_PRODUCT_COMPARE
Catalog Management CRM,
Catalog Template Definition,
Product Compare Page
Define the look and feel of
product comparison pages in
online catalogs.
Product Details
RO_PRODUCT_DETAIL
Catalog Management CRM,
Catalog Template Definition,
Product Details
Define the look and feel of
product detail pages in online
catalogs.
Featured Products
RO_PRODUCT_FEATURE
Catalog Management CRM,
Catalog Template Definition,
Featured Products
Define featured products
displays.
Product Search
RO_PRODUCT_SEARCH
Catalog Management CRM,
Catalog Template Definition,
Product Search
Control the visibility options
from the product search.
Understanding Catalog Display Templates
You can create display templates to define the layout and organization of a catalog.
Note that this task is separate from defining the products that the catalog contains. You can then apply the
same reusable templates to different product collections defined in Catalog Setup. Defining layout and
presentation separately from content enables you to easily modify, update, and recombine both products
and presentational formats to meet different user and display requirements.
Template Setup Procedures
Define display templates using the Catalog Template Setup component. Each page in this component
controls the look and feel of one or more corresponding pages or displays in the online product catalog.
The catalog display page is the initial page that users access. It contains a list of catalogs and associated
images. The product display page is normally the second page that users access. It can display both
products and nested catalogs (as well as associated images). Access this page from a link on the catalog
display page.
Many users may want to replace the Browse Catalog functionality with the Find functionality as the
default. To set up the Find functionality, refer to the section on Searching Catalogs.
See Searching Catalogs.
Display Template Page
Use the Display Template page (RO_DISPLAY_TEMPL) to define the look and feel of catalogs and
product display pages in online catalogs.
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Chapter 9
Creating Catalogs
Navigation
Catalog Management CRM, Catalog Template Definition, Display Template
Image: Display Template page
This example illustrates the fields and controls on the Display Template page.
Template Details
Description and Long Description
Enter a short and long description for the display template.
Status
Select whether the display template is Active or Inactive.
Default Display Template
Select to make this the default display template. PeopleSoft
Order Capture uses the default template to determine the
catalog page display when a display template is unavailable. For
example, because users do not initiate product searches from
within a particular catalog, how do you know which catalog
product details definition to display when the user clicks a
particular product after searching for it? In this case, the default
catalog definition displays the product details. The same is true
when a user accesses a particular product on an order. Similarly,
the first page that users see when browsing catalogs is a list of
catalogs. The catalog engine uses the default display template
to determine whether or not to display the catalog images and
long descriptions of these catalogs (catalog images appear if you
select the Images check box on the Product Display Page page).
Note: Only one default display template is valid in the system.
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Creating Catalogs
Chapter 9
Show These Options
Show Nested Catalogs
Select to have a catalog's secondary, nested catalogs (if any)
appear on the product display page and to give users access to
them.
Show Products
Select to have products or services that are associated with a
catalog appear on the product display page and to enable users
to access product details.
Show Long Description
Select to have the long description of a catalog appear.
Otherwise, the system displays the short description from the
Product Catalog page.
Note: Enter the long description of catalogs on the Product
Catalog page.
Show Image
Select to show an image if a catalog has no image. You
must upload the filler image on this page. Select the image
representing a catalog on the Product Catalog page.
Note: If the catalog has an image and you want it to appear on
the initial catalog display page, select Images on the default
template's Product Display Page.
Catalog Image
Upload
Click to upload a filler image to use when a catalog image is not
available or to display no catalog image.
Delete
Click to delete the filler image.
Product Display Page Page
Use the Product Display Page page (RO_PRODUCT_DISPLAY) to define the look and feel of product
display pages in online catalogs.
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Chapter 9
Creating Catalogs
Navigation
Catalog Management CRM, Catalog Template Definition, Product Display Page
Image: Product Display Page page
This example illustrates the fields and controls on the Product Display Page page.
User Association Overwrite
Images
Select to display product and nested catalog images on the
catalog's product display page. These images will function as
links to product detail and product display pages.
Note: Associate images with catalogs on the Product Catalog
page. Associate images with products on the Images page in the
Product Definition component.
Product Description
Select to show products' short descriptions on the product
display page. These descriptions will function as links to
product detail pages.
Note: Short descriptions come from the External Description
page in the Product Definition component.
Long Product Description
Select to show products' long descriptions on the catalog's
product display page.
Featured Products
Select to identify products that are marked as Featured on the
catalog's product display page.
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Creating Catalogs
Chapter 9
Note: Define the look and feel of featured products on
the Featured Products page of the Catalog Template Setup
component. Select actual products to be featured in a catalog on
the Featured Products page of the Catalog Setup component.
Filler Image
Select to show a filler image on the catalog's product display
page if a product has no image associated with it. You must
upload the filler image on this page.
Price
Select to show product prices on the catalog's product display
page.
Note: The product price is for single, one-time charges. Prices
can come from price sets that are defined in the pricing engine,
the List Price field on the Product Price page, or the List Price
field on the Package Component Pricing page (if the product is a
package that is priced at the component level).
Compare Options
Select to enable users to compare products (check boxes and a
Compare button appear on the catalog's product display page).
Note: You cannot include nested catalogs in comparisons.
Add to Cart
Select to enable users to add products to their carts.
Display Options
Rows
Enter the number of rows of products or nested catalogs you
want to appear on the catalog's product display page.
Columns
Enter the number of columns of products or nested catalogs you
want to appear on the catalog's product display page.
Cell Width
Enter the cell width for a single nested catalog or product on
the product display page. If you leave this field blank, the cells
expand and shrink based on the contents, and each column
expands to the largest width of any child cell.
Border Width
Enter the width of the cell borders.
Alignment
Select Center, Right, or Left.
Image Size
Select Large, Medium, Small, or Zoom.
Note: Size refers to the Product Image page and the
corresponding image sizes that are loaded there for each
product. For nested catalogs, it uses the image (and size) that is
loaded to the catalog.
Border Style
104
Select the style class of the cell borders. The background color
of a cell's style class determines the cell's border color.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 9
Creating Catalogs
Filler Image
Upload
Click to locate and attach a filler image to use on the product
display page when a product image is not available or to display
no product image.
Delete
Click to delete the filler image.
Product Compare Page Page
Use the Product Compare Page page (RO_PRODUCT_COMPARE) to define the look and feel of product
comparison pages in online catalogs.
Navigation
Catalog Management CRM, Catalog Template Definition, Product Compare Page
Image: Product Compare Page page
This example illustrates the fields and controls on the Product Compare Page page.
User Association Overwrite
Product Description
Select to show products' short descriptions on the catalog's
product comparison page.
Note: Short descriptions come from the External Description
page in the Product Definition component.
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Creating Catalogs
Product Long Description
Chapter 9
Select to show products' long descriptions on the comparison
page.
Note: Long descriptions come from the External Description
page in the Product Definition component.
Product Unit of Measure
Select to show a product's default unit of measure (UOM) in a
comparison.
Note: Set the default UOM on the Product Attributes by UOM
page.
Product ID
Select to show the Product ID on the comparison page.
Price
Select to display product prices in a comparison.
Note: The product price is for single, one-time charges. Prices
can come from price sets that are defined in the pricing engine,
the List Price field on the Product Price page, or the List Price
field on the Package Component Pricing page (if the product is a
package that is priced at the component level).
Images
Select to show product images on the catalog's comparison
page.
Note: Associate images with products on the Images page in the
Product Definition component.
Filler Image
Select to use a filler image if a product has no image associated
with it. You must upload the filler image on this page.
Attributes
Select to display product attributes in a comparison. Only
attributes whose group usage type is Information appear in a
product comparison.
Note: Define product attributes on the Attributes page in the
Define Products component. Define attribute group usage types
on the Attribute Groups page.
106
Attribute Classes
Select to organize the attributes that appear in a comparison into
attribute classes or types. For example, materials, dimensions,
and patterns are different attribute classes.
Purchase Option
Select to add a Purchase This Product link to the catalog's
comparison page. Users click this link to access the product's
details page, where they will find the Add to Cart button (if
enabled on the Product Details page).
Product Detail
Select to have users access the Catalog's Product Detail page
when they navigate to a product on the Compare page.
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Chapter 9
Creating Catalogs
Display Options
Section Style Class
Enter the style class to use for the comparison page section
headers.
Criteria Style Class
Enter the style class to use for the comparison page column that
contains the elements to be compared (the leftmost column on
the page).
Even Column Style Class
Enter the style class to use for the second (even-numbered)
product column on the comparison page.
Odd Columns Style Class
Enter the style class to use for the odd-numbered product
columns on the comparison page.
Column Width
Enter the width of the columns on the comparison page. If you
leave this field blank, the columns expand and shrink based on
their contents, and each column expands to the largest width of
any child column.
Border Width
Enter the width of the border between all of the columns and
rows in the comparison table.
Image Size
Select Large, Medium, Small, or Zoom.
Note: Size refers to the Product Image page and the
corresponding image sizes that are loaded there for each
product. For nested catalogs, it uses the image (and size) that is
loaded to the catalog.
Filler Image
Upload
Click to upload a filler image to use on the product display page
when a product image is not available or to display no product
image.
Delete
Click to delete the filler image.
Product Details Page
Use the Product Details page (RO_PRODUCT_DETAIL) to define the look and feel of product detail
pages in online catalogs.
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Creating Catalogs
Chapter 9
Navigation
Catalog Management CRM, Catalog Template Definition, Product Details
Image: Product Details page
This example illustrates the fields and controls on the Product Details page.
User Association Overwrite
Product Description
Select to display product short descriptions on the catalog's
product details page.
Note: Short descriptions come from the External Description
page in the Product Definition component.
Product Fields
Select to display product fields on the catalog's product details
page. These fields include Unit of Measure, Quantity, and Price.
Attributes
Select to display product attributes on the details page. Only
attributes whose group usage type is Information appear on the
Product Details page.
Note: Define product attributes on the Attributes page in the
Define Products component. Define attribute group usage types
on the Attribute Groups page.
108
Attribute Classes
Select to organize the attributes that appear in a comparison of
attribute classes or types. For example, materials, dimensions,
and patterns are different attribute classes.
Buy Button
Select to enable the Add to Cart button and functionality on the
Product Details page.
Images
Select to display product images on the catalog's Product Details
page.
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Chapter 9
Creating Catalogs
Note: Associate images with products on the Images page in the
Product Definition component.
Filler Image
Select to use a filler image if a product has no image associated
with it. Upload the filler image on this page.
Relationships
Select to show product relationships on the Product Details
page. In PeopleSoft CRM, products can be related to other
products as cross-sell or up-sell opportunities, function as
alternates or replacements for other products, complement other
products, or be defined as prerequisites for the purchase of other
products. These relationships can appear on the Product Details
page to promote additional sales opportunities.
Note: Define relationships between products on the Product
Relationships page.
Relationship Images
Select to display images of related products on the catalog's
product details page.
Attachments
Select to enable the Attachment functionality.
Display Options
Image Size
Select Large, Medium, Small, or Zoom.
Note: Size refers to the Product Image page and the
corresponding image sizes that are loaded there for each
product. For nested catalogs, the system uses the image (and
size) that is loaded to the catalog.
Filler Image
Upload
Click to upload a filler image to use when a product image is not
available or to display no product image.
Delete
Click to delete the filler image.
Featured Products Page
Use the Featured Products page (RO_PRODUCT_FEATURE) to define featured products displays.
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Creating Catalogs
Chapter 9
Navigation
Catalog Management CRM, Catalog Template Definition, Featured Products
Image: Featured Products page
This example illustrates the fields and controls on the Featured Products page.
User Association Overwrite
Style Name
Enter a cell style to use for featured products.
Featured Image
Select to have the image that is uploaded on this page appear on
catalog display pages when a product is marked as Featured.
Show Featured Products First
Select to have all of the products that are marked as Featured
appear before other products. Use this option to show
promotional products to users before they see other products.
Featured Image
Upload
Click to upload a filler image to use when a product image is not
available or to display no product image.
Delete
Click to delete the filler image.
Product Search Page
Use the Product Search page (RO_PRODUCT_SEARCH) to control the visibility options from the
product search.
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Chapter 9
Creating Catalogs
Navigation
Catalog Management CRM, Catalog Template Definition, Product Search
Image: Product Search page
This example illustrates the fields and controls on the Product Search page.
Product Search
Show Price
Select to show the price of the products in Search Results on the
Product Search page.
Show Add Button
Select to show the Add button in Search Results on the Product
Search page.
Show Score
Select to show the Score in the Search Results area on the
Product Search page.
Show Product ID
Select to show the Product ID in the Search Results area on the
Product Search page.
Defining Catalog Content and Permissions
This section provides an overview of catalog content and permissions and discusses how to:
•
Define catalog IDs and populate catalog caches.
•
Clone catalogs.
•
Define product associations.
•
Set up security memberships.
•
Define recommendations.
•
Create nested catalogs.
•
Identify featured products.
To define catalog content and permissions, use the Catalog Definition (RO_CATALOG) component.
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Creating Catalogs
Chapter 9
Pages Used to Define Catalog Contents and Permissions
Page Name
Definition Name
Navigation
Usage
Product Catalog
RO_PRD_CATALOG
Catalog Management CRM,
Catalog Definition, Product
Catalog
Define catalog IDs and select
default display templates to
control the look and feel of
catalogs; populate catalog
cache tables.
Clone a Catalog
RO_CAT_CLONE
Click the Clone This Catalog
link on the Product Catalog
page.
Create copies of catalogs.
Product Association
RO_PRD_ASSOCIATION
Catalog Management CRM,
Catalog Definition, Product
Association
Define catalog content
by direct or business rule
association.
Security Membership
RO_CAT_SEC
Catalog Management CRM,
Catalog Definition, Security
Membership
Define user access and
experience by defining
membership lists.
Membership List
RSEC_MEMBER_SMRY
Click the View Details link
on the Security Membership
page.
Define memberships to enable
visual access to catalogs.
Nested Catalogs
RO_NEST_CAT
Catalog Management CRM,
Catalog Definition, Nested
Catalogs
Link nested catalogs to a main
catalog.
Featured Products
RO_FEATURED_PRD
Catalog Management CRM,
Catalog Definition, Featured
Products
Select products to be featured
in catalogs.
Recommendations
RO_RECOMMENDATION
Catalog Management
CRM, Catalog Definition,
Recommendation
Select to show or not show
recommendations.
Understanding Catalog Content and Permissions
This section discusses:
•
Catalog generation.
•
Direct association.
•
Business rule association.
•
Security memberships.
Catalog Generation
PeopleSoft CRM enables you to generate catalogs dynamically based on rules that you define online.
These rules determine which products appear in catalogs, who can access catalogs, and which products
are featured in catalogs. You can also link products to catalogs and define user access by direct
association using product IDs and user IDs.
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Creating Catalogs
Direct Association
You can associate both standard and featured products with catalogs by Direct association. Direct
association enables you to link specific product IDs to one or more catalog IDs. Only products associated
with a catalog ID can appear in the catalog.
Business Rule Association
Business rule association enables you to define a rule that is based on field values such as product brand,
product category, and product group as well as other product attributes. For example, you could define
a rule that specifies that only a specific product brand can appear or be featured in a catalog. If you
want, you can include more than one attribute and value pair in a single product association rule. For
example, you could use these two associations to create a catalog for Company X laptops and Company Z
workstations:
Condition 1: Product category = laptop and brand = Company X.
or
Condition 2: Product category = workstation and brand = Company Z.
Each condition in the rule involves an association between two values, a product category and a brand,
which are joined together using the where clause operator and. However, the relationship between
conditions is based on the where clause operator or, meaning that any product that satisfies either
condition 1 or condition 2 appears in the catalog.
Note: The system interprets rule conditions that are defined on the same row or scroll to be joined by the
and operator and conditions that are defined on different rows or scrolls to be joined by the or operator.
Security Memberships
In PeopleSoft CRM, you can control user access to catalogs by specifying security memberships.
Security memberships enable you to specify which users or groups of users can have access to certain
catalogs. For example, a company can have a membership list called Premier Customers that includes
all of the premier customers in their system and a catalog named Premier Catalog that is specially
prepared for premier customers. By specifying the Premier Customers membership list in the catalog
definition, the catalog can provide special pricing and recommendations exclusively for this group of
users. Similarly, you can define a membership list that includes all customers who are in the electronics
industry in the California region and associate the list with a catalog of electronic products that is specific
to the California region.
Note: Users cannot access catalogs that are defined with a security membership of the object type Role.
Security membership lists for catalogs must contain Security objects of the types Customer or Person for
users to access the catalog.
Related Links
"Defining Application Security (PeopleSoft CRM 9.1 Application Fundamentals PeopleBook)"
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Product Catalog Page
Use the Product Catalog page (RO_PRD_CATALOG) to define catalog IDs and select default display
templates to control the look and feel of catalogs; populate catalog cache tables.
Navigation
Catalog Management CRM, Catalog Definition, Product Catalog
Image: Product Catalog page
This example illustrates the fields and controls on the Product Catalog page.
Catalog Tree Details
You can expand folders in the catalog tree as follows:
•
Expand the main Catalog folder in the catalog tree to display subfolders for products.
•
Expand the Products folders to see individual products in the catalog.
Each folder in the tree has a link associated with it. Inside the Products folder are links for individual
products:
114
•
Clicking the Catalog link refreshes the tree display.
•
Clicking the Products link accesses the Product Definition component and lets you define products
(logged on users must have access to the product definition to do this).
•
Clicking the link of any individual product accesses the product definition of the selected product.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 9
Creating Catalogs
Catalog Details
Catalog ID
If you are adding a new catalog, the system asks you to enter a
SetID and Catalog Identification Number before you access this
page.
If the catalog number already exists, the system displays this
message: The value you tried to add already exists. Select it
below if you'd like to update it, or specify a new value in the
fields above.
To create a new catalog, enter a number in the Catalog
Identification Number field that does not already exist. Catalogs
do not use the PeopleSoft CRM autonumbering feature.
Catalog Name and Long Description Enter a name for the catalog. This name will appear in the
catalog list. You can make the description appear on the catalog
display page by selecting Show Long Description on the
Display Template page.
Channel
Select which channels to use to define access to catalogs. Values
are:
All: Select if the catalog will be accessed externally using the
web as well as internally (for example, by CSRs).
Internal: Select if the catalog is for internal use only.
Web SS (web self-service): Select if the catalog is for external
access using the web (for example, by customers who are
purchasing products or services through a self-service
transaction).
Note: The channel that is being accessed depends on the portal
that is being browsed. As delivered, the customer portal is
considered external, and the employee portal is considered
internal.
Begin Date and End Date
Enter dates that specify the period during which the catalog is
active.
Display Template
Enter a display template to control the layout of products as well
as the information and options that appear in the catalog. You
can override the display template on the Security Membership
page, per membership.
Note: You must first define the display templates using the
Catalog Template Setup component.
Region Based
Select if the catalog is regional (sensitive to the geographical
area of the user). When users accesses regional catalogs,
they are prompted for a region, which could be the zip code
of the ship-to area of service or installation, a state, a city
name, or some other location, depending on how you define
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regions during implementation. This information can be used to
dynamically hide products in the catalog that are not available in
a particular area.
Note: To define the regions in which specific products are
available or unavailable, use the Regions Page in the Product
Definition component. Product Sales regions are used for
product filtering.
Note: You can also attach regional restrictions at the user level
as opposed to the product level. Geographic regions are used
for user associations. To enforce regional restrictions use the
security membership setup. For example, a membership might
include all customers in the Southeast region.
Populate Catalog
Click to populate cached information on which the tree in the
left pane of the page is based. The tree refreshes automatically
with the new information based on the catalog refresh.
Note: This button calls the RO_CAT_PUSH1 Application
Engine program, which populates the cache tables storing
catalog data.
Clone This Catalog
Click to access the Clone a Catalog page and clone the current
catalog.
Catalog Image
Upload
Click to upload an image to represent the catalog. You
determine whether this image appears in online catalogs on the
Display Template page.
Delete
Click to delete the image.
Clone a Catalog Page
Use the Clone a Catalog page (RO_CAT_CLONE) to create copies of catalogs.
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Chapter 9
Creating Catalogs
Navigation
Click the Clone This Catalog link on the Product Catalog page.
Image: Clone a Catalog page
This example illustrates the fields and controls on the Clone a Catalog page.
Original Catalog Information
Catalog to be cloned
Displays the name of the catalog that is being cloned.
Cloned Catalog Information
New Catalog ID
Displays the new ID that the system assigns to the cloned
catalog once you click Clone Catalog.
Begin Date and End Date
Enter dates that specify the period during which the new catalog
is active.
Description and Long Description
Enter a description, which appears in the catalog list. You can
make the long description appear on the catalog display page by
selecting Show Long Description on the Display Template page.
Include these for clone
Product Associations
Select to save all of the product associations from the original
catalog to the new catalog.
Security Memberships
Select to save all of selected membership lists from the original
catalog to the new catalog.
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Featured Products
Select to save all of the featured product rules from the original
catalog to the new catalog.
Nested Catalogs
Select to save all of the nested catalogs from the original catalog
to the new catalog.
Product Association Page
Use the Product Association page (RO_PRD_ASSOCIATION) to define catalog content by direct or
business rule association.
Navigation
Catalog Management CRM, Catalog Definition, Product Association
Image: Product Association page
This example illustrates the fields and controls on the Product Association page.
Note: You should populate the catalog by clicking the Populate Catalog button on the Product Catalog
page after defining product associations.
From Product ID and To Product ID Enter product IDs to link products to catalogs by direct
association. To link an individual product rather than a range of
products to a catalog, enter the specific product ID in the From
Product ID field and leave the To Product ID field blank. Create
new rows for each product or product range that you want to
associate with the catalog.
Product Brand
Enter a brand to create a business rule association based on that
brand. For example, you could select only Brand A product for
inclusion in a catalog.
Note: Define brands on the Product Brand page.
Product Category
Enter a product category to create a business rule association
based on that category. For example, you could include in the
catalog only products that fall within the category Trains.
Note: Define product categories on the Product Category page.
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Creating Catalogs
Attribute Name and Attribute Item
Enter an attribute name on which to base a business rule
association, and enter the attribute value. For example, you
could use the Material attribute to select items for inclusion in a
catalog and specify that you want to include all products in the
product group Shoes that are made of 100 percent leather (in this
case, the attribute value would be Leather).
Note: Define attributes using the Attributes component. Only
attributes that are associated with products are available here.
Associate products with attributes on the Attributes page in the
Define Products component.
Product Group
Enter a product group to create a business rule association based
on that group. For example, you could include in the catalog all
products in the product group Dishwashers.
Note: Add products to product groups on the Product Groups
page in the Product Definition component.
Service/Product
Enables you to create a business rule association based on the
definition of products. Select Product as the value.
Attribute Label
Displays the description of the chosen attribute.
Orderable By
Select a value to create a business rule association based on
whether a product is universally available or available only
to businesses or consumers. For example, you may want the
catalog to include only products selected for businesses. Values
are:
All: Select to include products in the catalog that are available to
both customers and businesses.
Consumer: Select to include products in the catalog that are
available to consumers.
Business: Select to include products in the catalog that are
available to businesses.
Note: Set the Orderable By status of products on the Definition
page in the Product Definition component.
Conditional Clauses in Business Rule Associations
When you create business rule associations on the Product Association page, the conditions in the rule can
be related to one another in one of two ways:
•
Using and operators
When conditions are joined by and operators, all individual conditions in the rule must be met before
a product can be included in a catalog. For example, if you specify that the product brand Company
X should be included in the catalog and that within this brand, only products in the product category
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Laptop Computers should be included, you are defining a rule based on an and operator. In this
example, the product must be both a Company X brand and a laptop to be included in the catalog.
•
Using or operators
When conditions are joined by or operators, only one condition in the rule must be met before a
product is included in a catalog. For example, if you specify that any product with the product brand
Company X should be included in the catalog, as well as any computer in the product category
Workstation (regardless of brand) should be included, you are defining a rule based on an or operator.
In this example, if the product is either a Company X brand or a workstation, it will be included in the
catalog (only one condition needs to be satisfied).
To associate conditions within a rule using the and operator, define all the conditions as part of the same
scroll or row. For example, assume that you want to include only Company X workstations in a catalog.
To do this, enter a product brand of Company X (condition 1) and a product category of Workstation
(condition 2), but do not create a new row for each condition.
To associate conditions using the or operator, define each condition on a different scroll or row. For
example, assume that you want to include all Company X products in the catalog (condition 1), as well
as any workstation, regardless of brand name (condition 2). To do this, enter a product brand of Company
X, create a new row on the Product Association page (click the Add Row button), and define the second
condition by enter a product category of Workstation.
Security Membership Page
Use the Security Membership page (RO_CAT_SEC) to define user access and experience by defining
membership lists.
Navigation
Catalog Management CRM, Catalog Definition, Security Membership
Image: Security Membership page
This example illustrates the fields and controls on the Security Membership page.
Note: If you do not define a membership list, no one will have access to the catalog.
Membership
120
Displays membership lists that are associated with a particular
catalog.
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Chapter 9
Creating Catalogs
View Details
Select to view the membership details.
Priority
Enter a number to indicate the order or priority in which you
want the display templates to appear. For example, if display
templates were defined for three different membership lists
and a user belonged to more than one membership list, then the
number you enter in this field would determine which display
template an agent would use in conjunction with the catalog.
Display Template
Enter a display template to override the default template that is
selected at the catalog level (on the Product Catalog page). This
template applies to users who meet the access requirements that
you define.
Add Membership
Select to add a new membership to the catalog security.
Recommendation Page
Use the Recommendation page (RO_RECOMMENDATION) to select to show or not show
recommendations.
Navigation
Catalog Management CRM, Catalog Definition, Recommendation
Image: Recommendation page
This example illustrates the fields and controls on the Recommendation page.
Recommendation Detail
Show Recommendation
Select to show recommendations at runtime when users are
looking for products on the Find Products page.
Display Template
Select a display template to be used for presenting
recommendations.
Related Links
"Understanding Display Templates (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
"Selecting Products (PeopleSoft CRM 9.2: Order Capture Applications)"
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Nested Catalogs Page
Use the Nested Catalogs page (RO_NEST_CAT) to link nested catalogs to a main catalog.
Navigation
Catalog Management CRM, Catalog Definition, Nested Catalogs
Image: Nested Catalogs page
This example illustrates the fields and controls on the Nested Catalogs page.
Catalog ID
Enter the ID of the catalog that you want to nest within the main
catalog that appears at the top of the page.
Begin Date and End Date
Enter the dates for which the relationship between the nested
catalog and the main catalog is valid.
Featured Products Page
Use the Featured Products page (RO_FEATURED_PRD) to select products to be featured in catalogs.
Navigation
Catalog Management CRM, Catalog Definition, Featured Products
Image: Featured Products page
This example illustrates the fields and controls on the Featured Products page.
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Chapter 9
Creating Catalogs
Note: A product cannot be featured in a catalog until you associate it with the catalog on the Product
Association page. Only after you establish the association can you mark the product as Featured.
Featured Product Lists
Product ID
Enter a product ID to define that individual product as a featured
product. Create a new row for each product that you want to
feature.
Product Category
Enter a product category to create a business for featuring
products based on that category.
Note: Define product categories on the Product Category page.
Attribute Name and Attribute Value Enter an attribute name on which to base the business rule, and
enter the attribute value. For example, Material is an attribute
that you could use to define featured items; you could specify
that you want to feature all products in the product group Shoes
that are made of 100 percent leather (in this case, the attribute
value would be Leather).
Note: Define attributes using the Attributes component. Only
attributes that are associated with products whose group usage
type is Information are available here.
Note: Associate products with attributes on the Attributes page
in the Define Products component.
Product Brand
Enter a brand to create a business rule for featuring products
based on that brand. For example, you could select all NIKE,
Inc. products as featured products.
Note: Define brands on the Product Brand page.
Product Group
Enter a product group to create a business rule for featuring
products based on that group.
Note: Add products to product groups on the Product Groups
page in the Product Definition component.
Attribute Label
Displays the description of the chosen attribute.
Service/Product
Enables you to define a business rule for featuring products
based on the definition of products. Select Product as the value.
Searching Catalogs
This section provides an overview of product searches and discusses how to search products.
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Creating Catalogs
Chapter 9
Page Used to Search Catalogs
Page Name
Definition Name
Navigation
Usage
Find Products
RX_PROD_SRCH
Orders and Quotes, Find
Products, Find Products
Search products in one or
more catalogs.
Understanding Product Searches
You can initiate product searches and access product data from different locations in PeopleSoft CRM:
•
Self-service users can run searches by clicking the Find Product or the Shopping Cart link.
•
CSRs can launch a catalog search by navigating to Orders and Quotes, Find Products on the main
menu.
•
Employee or customer users can personalize the PeopleSoft CRM portal content by adding the
Catalog Search pagelet to their home page (if the PeopleSoft Portal Pack is installed).
•
In PeopleSoft Order Capture, CSRs can access product data and run catalog searches from the Entry
form to obtain up-to-date information about products before they enter an order or a quote.
CSRs can copy products from the search results back to PeopleSoft Order Capture.
•
In PeopleSoft Order Capture Self Service, you can link to product detail pages from order lines and
access product catalogs..
•
From Lead and Opportunity components in PeopleSoft Sales, sales representatives can navigate to the
Products section on the Propose page and perform keyword searches in catalogs for products.
Users can then use the product comparison tool to access product details and copy products from the
search results back to PeopleSoft Sales.
Product Search Setup
PeopleSoft CRM uses PeopleSoft Search to process product searches at runtime. When the process to
build the product catalog search index is invoked, the AE program generates an XML feed using the
information provided and creates a schedule in the Oracle SES search engine, which crawls the feed and
builds the index. The index contains data from the same database cache tables that were loaded when you
built and populated the catalog. Before you can search a catalog, you must first populate the catalog cache
tables after making changes to product catalogs. This is done by clicking the Populate Catalog button on
Product Catalog page for any new and updated catalog. Then, run the process to build the product catalog
search index.
See "Understanding PeopleSoft Search Framework Definitions for CRM (PeopleSoft CRM 9.2:
Automation and Configuration Tools)".
Search Results
When search results are returned, the user can navigate into product details and compare up to three
products. If the product search is performed in the agent-facing Order Capture application, or PeopleSoft
Sales, users can select products in the search results and copy them back into the calling component.
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Chapter 9
Creating Catalogs
Find Products Page
Use the Find Products page (RX_PROD_SRCH) to search products in one or more catalogs.
Navigation
Orders and Quotes, Find Products, Find Products
Image: Find Products page
This example illustrates the fields and controls on the Find Products page.
Basic Search
A basic search enables you to search catalogs based on selection criteria that you enter in the Catalog,
Keywords, and Region ID fields.
Catalog
Select the name of the specific catalog that you want to search,
or select All Catalogs to run a global search.
Keywords
Enter the keyword or keywords to use in the search. The search
looks only in the catalog that you select (or in all catalogs) and
looks for keywords across all fields in the search index.
Note: If you enter multiple keywords, the search treats these as
an exact phrase. For example, if you enter red bike, the search
would not find blue bike with red trim. If you want the search
to treat multiple keywords independently, you must separate
them with a Boolean operator such as and or or. For example,
to find all occurrences of red and bike, enter red and bike in the
Keywords field. Conversely, to find all occurrences of red or
bike, enter red or bike in the Keywords field.
Region ID
Select a Region ID to narrow the search criteria.
Search
Click the Search button to initiate a search.
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Note: Pressing the Enter key after entering a keyword will not
initiate the search.
Search Tips
Click to get tips on how to narrow or broaden the searches using
the Keywords field or to get tips on advanced searches.
Advanced Search
Advanced searches enable you to enter the same search criteria as in a basic search and more.
Description
Enter a keyword to search only the description field for this
value.
Product ID
Enter a complete ID to search only the product ID field for this
value.
Brand
Select a brand to search only the product brand field for this
value.
Match On
Select the relationship between the elements of the advanced
search. Values are:
All Criteria (AND): Select to relate advanced search criteria to
one another using the and operator. All of the search criteria that
you define (description, product ID, and brand) must be satisfied
for the search to return a product.
Any Criterion (OR): Select to relate advanced search criteria
to one another using the or operator. Only one of the search
criteria that you define (description, product ID, or brand) must
be satisfied for the search to return a product.
Note: Match On options apply only to advanced search criteria.
The elements of a basic search (catalog and keyword) are
always linked together by an and operator. Similarly, the
relationship between basic and advanced search elements is
always based on the and operator.
Search
Click to initiate a search.
Note: Pressing Enter after entering a keyword does not initiate
the search.
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Chapter 10
Tracking Installed Products
Understanding Installed Products
This section discusses:
•
How installed products are used.
•
How installed products are created and updated.
•
System-created service orders for installed products.
•
Warranty activation on installed products.
•
Hierarchical views of installed products.
•
Use of display templates in the installed product component.
How Installed Products Are Used
Installed products track the products (standard products or product packages) that are installed at
a customer's site or issued to an internal worker. In PeopleSoft Support and PeopleSoft Integrated
FieldService, you specify installed products in agreement lines to control the availability of these lines
to the specific set of products. Installed products determine whether warranties are involved in the
entitlement search when installed products are referenced on cases or service orders. Agents can reference
installed products (assets) that are defined in PeopleSoft HelpDesk to determine what equipment is issued
to an employee and the location of the equipment.
How Installed Products Are Created and Updated
You can manually create and maintain installed products for most products that are listed in the system
using the Installed Products component. Use the Product Definition - Installed Product page to define
rules that govern when installed products are automatically created and updated.
You can configure the system to create installed products or update the status of installed products when:
•
Orders are placed using PeopleSoft Order Capture or PeopleSoft Order Capture Self Service.
•
The CRM system receives automatic shipping notification (ASN) messages from another system,
such as PeopleSoft Order Management.
•
Material usage and removal transactions are recorded using the Service Order component in
PeopleSoft Integrated FieldService.
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Note: The system automatically creates installed products with the status of Installed for products that
are newly registered using the Product Registration component. For registered products that already have
installed products, the system does not update the installed product status. Based on how the administrator
configures the Product Registration page (for example, what fields are available and whether they are
editable), users can update installed products as they complete the registration.
At the installation level, you can define two sets of installed product creation and update rules that
the system uses as default values for the Product Definition - Installed Product page: one set for those
products that require a service order for installation and another set for those that do not. At the product
definition level, however, you can have only one set of rules
When you set up these rules for installed products using the Product Definition component, you can click
the Apply Defaults button on the Installed Product page to populate the appropriate default rules. While
you can modify the default rules for specific products, you can also update the configurable default values
(used across all products) on the Installed Product Defaults page under Set Up CRM, Install, Product
Options.
See "Setting Up Product Registration (PeopleSoft CRM 9.1 Application Fundamentals PeopleBook)".
See "Registering Products (PeopleSoft CRM 9.1 Application Fundamentals PeopleBook)".
See Defining Creation and Update Rules for Installed Products.
Rules for Installed Product Status
You can configure the system to set the status of installed products that it creates or updates to one of
three values: Pending, Installed, or Shipped. Typically, implementations suggest these rules, but you can
configure them for your own business processes.
For a product that requires a service order for installation:
•
When the installed product is created after submitting an order, set the status to Pending.
If a subsequent ASN message is received, update the status to Shipped.
•
When the installed product is created as a result of the receipt of an ASN message, set the status to
Shipped.
•
When a material usage transaction (recorded on the Order Materials component) results in a creation
or update of the installed product, set the status to Installed.
For a product that does not require a service order for installation:
•
When the installed product is created on order capture, set the status to Pending.
If a subsequent ASN message is received, update the status to Installed.
•
128
When the installed product is created as a result of the receipt of an ASN message, set the status to
Installed.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 10
Tracking Installed Products
Note: If a product does not require a service order for installation and a rule has been established for ASN
receipt that sets the status to a value other than Installed, you must manually set the status of the installed
product to Installed when appropriate.
You may want to set up rules that require manual intervention for business processes that require an
action or response from a customer. For example, suppose that you ship a product that requires some type
of installation, such as setting up a personal computer that the customer performs. When the customer
completes the installation process, he or she can contact you to update the record.
See Also PeopleSoft FSCM Order Management
Related Links
Managing Product Relationships
"Understanding Order Capture (PeopleSoft CRM 9.2: Order Capture Applications)"
"Setting Up the Order Materials Component (PeopleSoft CRM 9.2: Integrated FieldService)"
System-Created Service Orders for Installed Products
When defining products using the Product Definition component, you can indicate whether an installed
product requires a service order to complete installation. When a user places an order for the installed
product in PeopleSoft Order Capture or Order Capture Self Service, component interfaces enable the
system to stage a service order for the specified installation service in PeopleSoft Integrated FieldService.
When the status of the installed product or group of records that is associated with the ordered product is
updated to Shipped (that is, when the ASN shows that the corresponding order line has been completely
fulfilled), the system automatically generates a service order using the information that is defined for the
specified installation service.
The initial status of the system-created service order is Open, with all associated service order activities
set to Open - Hold Assignment.
If you enable automatic technician assignment and the system has successfully assigned a provider
group and group member to the service order, the status of service order activities that are assigned with
technicians is set to Open - Assigned.
When an order for multiple installed products that require installation is saved in PeopleSoft Order
Capture or Order Capture Self Service, the system creates one service order for each product-site
combination on the order.
Related Links
"Understanding Order Capture Business Projects (PeopleSoft CRM 9.2: Order Capture Applications)"
"Understanding Service Orders (PeopleSoft CRM 9.2: Integrated FieldService)"
Warranty Activation on Installed Products
You can define or update warranties using the Warranties component under Customer Contracts CRM,
Agreements. Associate an item with a warranty on the Item Definition page under the Items CRM,
Inventory Item Definition.
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Tracking Installed Products
Chapter 10
When a user creates a case or service order for a customer's installed product, the system first checks for
entitlements that are associated with a valid warranty on the customer's installed product before searching
for entitlements on an agreement.
When you create an installed product using an item that is associated with a warranty, the system activates
the associated warranty and calculates the warranty duration using information from both the warranty
and installed product.
Note: The system can calculate the warranty duration for an installed product only if the appropriate
process updated the base date that is used to calculate the warranty's start date.
For example, suppose that the warranty is defined to start upon shipment but no ASN (shipment) status
update rules are defined for the product. In this case, the installed product is created at order time, with an
order date but no shipment date. The warranty is associated with the installed product at order time, but
no warranty dates are populated.
In this scenario, a user must manually update the installed product's warranty start and end dates for the
warranty information to appear in entitlement matches. However, if the product has ASN status update
rules defined, the system automatically records the ship date and the warranty start and end dates on the
installed product as soon as the ASN is processed for the product.
If necessary, you can manually update the warranty status and coverage period on the installed product
using the Installed Products component.
Related Links
"Understanding Agreements and Warranties (PeopleSoft CRM 9.1 Application Fundamentals
PeopleBook)"
Hierarchical Views of Installed Products
In PeopleSoft CRM, you can establish parent-child relationships between installed products and
display them graphically from several points in the system. This functionality can be implemented to
support a wide range of business needs, including the ability to view the associated parent assembly
or subcomponents for a given installed product, view the geographic locations of specific network
components, or view the components of a customer's service package.
Hierarchical Relationship Creation
You can manually define relationships between installed products using the Installed Products component.
For a given installed product, you specify the installed product of the parent product to establish a parentchild relationship. When two installed products reference the same parent record the system creates
sibling relationships.
The system automatically defines the relationships for installed products that are created when
product packages are ordered in PeopleSoft Order Capture or Order Capture Self Service. The
system automatically defines relationships for orders of static kits that originate in PeopleSoft Order
Management.
For both package and static kit orders, the system creates installed products for each of the products in
the package or static kit that are defined as installed products. If a product in a package or static kit is not
defined as an installed product, the installed product hierarchy does not display that product.
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For example, suppose that a parent product is defined as an installed product, the child product is not, and
the grandchild product is. When the package is ordered, the system creates records for only the parent and
grandchild rows and establishes a parent-child relationship between them.
How Hierarchical Relationships Are Viewed
Once you define the appropriate relationships, users can view them graphically in a tree format by
accessing the Installed Product Hierarchy page. In PeopleSoft CRM, you can access this page from pages
and page toolbars in these components:
•
Installed Product
•
Service Order
•
My Service Order
•
Support Case
•
HelpDesk Case
•
RMA (return material authorization) Form
•
Site (under Customers CRM)
•
Product Registration Installed Assets
•
Installed Products (search) page
•
Installed Assets (search) page
•
Customer 360 Degree View
•
Worker 360 Degree View
•
Order Capture Entry
•
Self-Service Support Case
•
Self-Service HelpDesk Case
Note: For cases that you access from the corresponding Case components, the View Hierarchy button
(which you click to access the Installed Product Viewable Hierarchy page) is not available if the business
units to which they belong are associated with call center configuration templates that are set to hide
installed product information.
The system filters the installed products that appear in the viewable hierarchy using the name of the
customer or internal worker, site, product, and department values that are available on the page from
which you accessed the viewable hierarchy.
For example, if you access the viewable hierarchy from a page where customer and site fields have
values, the system returns all of the installed products for the specified customer and site. If you access
the viewable hierarchy from a page where the customer and product fields have values, the system
displays all of the installed products for the specified customer and product.
This table summarizes the installed products that are returned for specific field values:
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Field Value on Source Page
Installed Products Returned
Site
All installed products for the specified customer or internal worker and site plus any
related parent, sibling, or child installed products.
Note: Not valid for PeopleSoft HelpDesk.
Product
All installed products for the specified customer or internal worker and product ID plus
any related parent, sibling, or child installed products.
Department
All installed products that match the specified customer or internal worker and
department plus any related parent, sibling, or child installed products.
On the Installed Product Hierarchy page, the system lists the filter criteria values that are used to select
which installed products to display. Initially, the system displays all records for all statuses. By default,
the system also displays the immediate family relationships—parent, sibling, or child—for each installed
product that is returned. You can modify the initial display to view records that match a specific status.
You can also elect to filter the family relationships and view only those records that meet the filter criteria
on the source page.
Additional runtime filters, other than Status as mentioned previously, exist. Installed Product ID and
Product are always shown, whereas the other filters are configurable using the Tree Set Up component.
These filters include:
•
Installed Product ID
•
Product
•
Site
•
Department
•
Status
Related Links
Managing Product Relationships
Use of Display Templates in the Installed Product Component
The Installed Product component (RF_INST_PRODUCT) supports the use of display templates in
controlling its appearance and behavior for a variety of business needs. At the setID level, you can specify
a display template for each of the installed product types (that is, installed product and installed asset),
which is used to control, among other things, the visibility of pages, sections, fields and labels of the
component.
Related Links
Configuration Options Page
"Understanding Display Templates (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
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Understanding Installed Assets
This section discusses:
•
How the CRM installed asset table is updated.
•
How new assets in PeopleSoft Financials Management System, FMS, are identified in CRM.
How the CRM Installed Asset Table is Updated
Installed assets may be manually entered directly into the system using the Installed Assets page. For
customers using PeopleSoft FMS, installed asset entries may be initially created by a full synchronization
to the FMS asset repository data. All FMS entries of Asset_Type 010 (IT-Hardware) are added to the data
on the CRM-installed asset table. Subsequent additions and updates to the FMS asset repository data for
Asset_Type 010 entries are sent to CRM for incremental synchronization.
Before running the full Asset synchronization, you need to run these full synchronizations from FMS to
CRM:
•
Asset Subtype
•
Manufacturer
•
Location
•
Department
•
Employee
Performing these synchronizations ensures that the values used in the asset entries for the tables listed
previously will exist in the system. This action helps prevent Invalid Entry problems when viewing the
installed asset data.
This preparation also ensures that the relevant data referred to on FMS assets (customer, department,
manufacturer, and so on) has corresponding entries on the CRM side. Without the corresponding data on
the CRM side, the full synchronization may attempt to create a CRM-installed asset for an employee who
does not exist in CRM. If you attempt to create an installed asset this way, the system displays an error
message.
How New Assets in PeopleSoft Financials are Identified in CRM
When asset data is sent from FMS to CRM, the CRM-installed asset table is updated like this:
Positive Matches
•
If a match exists on the business unit and asset ID between the FMS data and the CRM data, the CRM
data for that row is updated with all the values from FMS.
This action may occur when data for an asset has previously been received from FMS by CRM and a
change is subsequently saved and published by FMS.
•
If a match exists on the installed product ID between the FMS data and the CRM data, the CRM data
for that row is updated with all the values from FMS.
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This action may occur when data for an asset was created by CRM and sent to FMS, and a change is
subsequently saved and published by FMS. In this case, the corresponding CRM entry would have the
same installed product ID (INST_PROD_ID) but would still have no values for the business unit and
asset ID.
•
If a match exists on the serial ID but not the business unit or asset ID, the CRM data for that row is
updated with all the values from FMS.
This action may occur if data for the same asset has been entered independently in both FMS and
CRM.
Note: If data for the same asset has been entered in FMS and CRM in a previous release, the FMS
entry will not initially have the key fields for the corresponding CRM entry, and the CRM entry will
not initially have the key fields for the corresponding FMS entry. However, if both entries refer to the
same serial ID, it can be assumed that they refer to the same actual asset.
Assumed Positive Matches
•
Asset Tag
If a match exists between FMS and CRM based on identical non-null values for asset tag and product
and if a blank value exists for business unit, asset ID, and serial ID on the CRM side, then the CRM
data for that row will be updated with all the values from FMS. This action applies in situations where
data for the same actual assets already exists in FMS and CRM but the only value on the CRM side is
an asset tag rather than a serial ID. In this case, an update from FMS needs to be matched against the
corresponding CRM entry.
•
Employee and Product
If a single matching row exists between FMS and CRM based on identical non-null values for
employee ID and product ID and if a blank value exists for business unit, asset ID, and serial ID on
the CRM side, then the CRM data for that row is updated with all the values from FMS. This action
applies in situations where data for the same actual assets already exists in FMS and CRM and the
only value on the CRM side is an asset tag rather than a serial ID. In this case an update from FMS
needs to be matched against the corresponding CRM entry
If a single entry in CRM matches the assigned employee and product, the system assumes it refers to
the same actual asset and the CRM entry is updated.
•
Department and Product
If a single matching row exists between FMS and CRM based on identical non-null values for
department ID and product ID and if a blank value exists for seriaI ID on the CRM side, the CRM
data for that row is updated with all the values from FMS. This action applies in situations where
data for the same actual assets already exists in FMS and CRM and the only value on the CRM side
is an asset tag rather than a serial ID. In this case, an update from FMS needs to be matched to the
corresponding CRM entry.
If a single entry in CRM matches the assigned department and product, the system assumes it refers to
the same actual asset and the CRM entry is updated.
Ambiguous Matches
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In all other cases for which the system cannot unequivocally determine that the asset is definitely the
same or definitely different on both systems, the data for that row is sent to a reconciliation table that a
user may access online.
This case should apply in situations for which data for the same actual assets may exist in FMS and CRM,
when the only value on the CRM side is an asset tag rather than a serial ID; but for which the lack of
matching unique identifiers or the presence of multiple potential matches prevents a positive match.
In this case, the user needs to determine if an update or an add is required on the CRM side to reconcile
the data from FMS.
The online page lists all the rows of data that require reconciliation with CRM entries. You can open each
entry to see the possible matches with existing CRM installed assets based on the matches on the product
ID and one or more of these fields: Employee ID, Department ID, and Location. Drilling in on the first
entry on the screen presents the user with all possible matches.
This detail page shows all possible matching CRM entries and provide an action button to process any of
these rows. The Merge Selected Installed Asset link allows you to:
•
Confirm that the row for that CRM entry refers to the same actual asset as the data from FMS.
•
Update the CRM data with all the values from the FMS system.
After identifying the desired row and clicking the Merge Selected Installed Asset link, the data from the
FMS asset is used to update the selected CRM asset. The system then returns to the first screen, which
shows all unreconciled FMS asset records.
The Create New Installed Asset button allows the user to specify that the FMS data does not refer to any
asset on the CRM side. It also creates a new CRM installed asset row based on the values from the FMS
row.
Understanding Hardware Asset Information Mapping and
Reconciliation
This section discusses:
•
Product mapping for hardware assets.
•
Reconciling asset information and defaults.
Product Mapping for Hardware Assets
The CRM Installed Product table requires a product ID for every installed asset. This enables users to see
the kind of asset that is being referred to in the system. Since neither the product ID nor inventory item ID
are required for entries in the FMS asset table, it is important that the CRM-installed product table entries
are assigned a product ID based on the following options:
•
If the FMS asset table entry has an entry for the product ID, the system uses it to check the
corresponding inventory item ID.
If more than one inventory item ID is found, the system uses the first inventory item ID when creating
the CRM installed product entry.
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•
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If the FMS asset table entry has no entry for the inventory item ID, the product ID is assigned to the
CRM installed product entry based on a mapping table that is defined at setup (installation) by the
user to map certain fields from the FMS system to the equivalent product ID’s that you set up on the
CRM system.
To go to this page, click Set Up CRM , Common Objects, Integration Rules, Integration Defaults,
Asset Product Mapping. The search page enables the user to open the page for the desired setID value
of the Product table to which the user is mapping entries.
This system was designed to create a distinct product that will be mapped to each combination of asset
subtype, manufacturer, and model that is expected to be present in the list of assets that is returned from
FMS, including the discovery process that is run on FMS. The system allows a product to be associated
with each type of asset. When receiving information about a new asset from FMS, CRM checks the
mapping table to see if a match exists on non-null values for the asset subtype, manufacturer, and model
fields.
If a match exists, the system uses the corresponding product from the mapping table to create the new
installed asset in CRM. If no match is found on the three fields, a match is attempted on the asset subtype
and manufacturer. If a match is found, the corresponding product ID is used. If no match is found on
these two fields, a match is attempted only on asset subtype. If no match is found on this field, a match is
attempted just on blank values for asset subtype, manufacturer, and model. This type of row corresponds
to a default product ID.
Note: A SaveEdit error on the mapping page requires a value for manufacturer if a value for model is
present on that row. In addition, this SaveEdit error requires that the user enter a single default value
specifying a product that should be used when no other match applies. This entry ensures that we can
always map a product to any entry that comes from FMS.
As mentioned previously, you could set up your system so that the assets sent from FMS (asset type of
IT-Hardware) have values for asset subtype, manufacturer, and model, and ensure that each of these
combinations is mapped to a distinct product on the mapping page. This setup would involve setting up
the appropriate asset subtypes and profiles on the FMS side and the appropriate products and product
mapping setup page on the CRM side. Providing a default product ID as described previously ensures
that a product ID can always be found for use in the CRM installed product table. This default is required
since the CRM installed product table requires a product ID value for each of its entries.
Note: Before adding data to the Product Mapping page, you must run the Manufacturer_Fullsync and
Copy_AM_Subtype full synchronizations.
Reconciling Asset Information and Defaults
If the system cannot determine if the asset is the same on both the CRM and FMS databases, use the Asset
Reconciliation page to reconcile or add asset information.
The system checks the mapping table first to determine the product ID since a default product ID should
always exist for use in the mapping table even when no matches occur on the asset subtype, manufacturer,
and model data. If no mapping table entry is found, the system derives the product ID from the item ID,
which means that the item ID would be used only in cases when no mapping table exists for the setID.
Not having a mapping table for the setID, however, would constitute an erroneous data setup.
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Defining Creation and Update Rules for Installed Products
This section discusses how to:
•
Set up default installed product rules.
•
Define installed product rules for a product.
To define creation and updates rules for installed products, use the Product Installation
(PROD_INSTALLATION) component.
Pages Used to Define Creation and Update Rules for Installed Products
Page Name
Definition Name
Navigation
Usage
Installed Product Defaults
RF_INSTPRD_DFLT
Set Up CRM, Install,
Product Options, Installed
Product Defaults
Specify default rule sets
that determine how system
transactions create and
update installed products.
On the Product Definition
- Installed Product page,
you can click a button to
populate the appropriate
default rule set and modify the
rules for specific products, as
necessary.
Product Definition - Installed
Product
PROD_INSTALL
Products CRM, Product
Definition, Installed Product
Specify rule sets that
determine how system
transactions create and
update installed products for
specified products.
Installed Product Defaults Page
Use the Installed Product Defaults page (RF_INSTPRD_DFLT) to specify default rule sets that determine
how system transactions create and update installed products.
On the Product Definition - Installed Product page, you can click a button to populate the appropriate
default rule set and modify the rules for specific products, as necessary.
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Navigation
Set Up CRM, Install, Product Options, Installed Product Defaults
Image: Installed Product Defaults page (1 of 2)
This example illustrates the fields and controls on the Installed Product Defaults page (1 of 2).
Image: Installed Product Defaults page (2 of 2)
This example illustrates the fields and controls on the Installed Product Defaults page (2 of 2).
Products Which Require a Service Order for Installation
Order Capture
138
If you want the system to create installed products when an
order for the product is saved in PeopleSoft Order Capture or
Order Capture Self Service, select the Create Installed Product
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check box and then select an initial status of Pending, Installed,
or Shipped for the installed product.
Shipping Notification (ASN)
If you want the system to create installed products when an
ASN message for the order is received, select the Create
Installed Product check box and then select the initial status of
the installed product.
If the system should update existing installed products when
an ASN message for the order is received, select the Update
Installed Product check box and select the new status of the
installed product.
You can select both check boxes with appropriate statuses to
enable the rule sets for creating and updating installed products.
Note: For products that require a service order for installation,
you cannot define rules that enable the installed product status
to be set to Installed when an order is captured or an ASN is
received.
Manage Material
If you want the system to create installed products when
material usage and removal is recorded using the Order
Materials component in PeopleSoft Integrated FieldService,
select the Create Installed Product check box and then select the
initial status of the installed product.
If the system should update existing installed products when
material usage and removal is recorded using the Order
Materials component, select the Update Installed Product check
box and then select the new status of the installed product.
You can select both check boxes with appropriate statuses to
enable the rule sets for creating and updating installed products.
Products Which Do Not Require a Service Order for Installation
Order Capture
If the product does not require a service order for installation,
and the installed product is created when an order for the
product is saved in PeopleSoft Order Capture or Order Capture
Self Service, select the Create Installed Product check box and
then select an initial status. PeopleSoft suggests that you set the
initial status to Pending.
Shipping Notification (ASN)
If the system receives a subsequent ASN message for a product
does not require a service order for installation, select the Create
Installed Product check box and then select the initial status of
Installed.
If the system should update existing installed products when
an ASN message for the order is received for a product that
does not require a service order for installation, select the
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Update Installed Product check box and then select a new status.
PeopleSoft suggests that you set the new status to Installed.
You can select both check boxes with appropriate statuses to
enable the rule sets for creating and updating installed products.
Note: If a product does not require a service order for
installation and a rule has been established for ASN receipt
that sets the status to a value other than Installed, you must
manually set the status of the installed product to Installed when
appropriate.
You may want to set up rules that require manual intervention
for business processes that require an action or response from a
customer.
For example, suppose that you ship a product that requires some
type of installation, such as setting up a personal computer,
that the customer performs. When the customer completes the
installation process, he or she can contact you to update the
record.
Manage Material
If the product does not require a service order when material
usage and removal is recorded using the Order Materials
component in PeopleSoft Integrated FieldService, select the
Create Installed Product check box and then select the initial
status of Installed.
If the system should update existing installed products when
material usage and removal is recorded using the Order
Materials component in PeopleSoft Integrated FieldService for
a product that does not require a service order for installation,
select the Update Installed Product check box and then select a
new status. You should set the new status to Installed.
Product Definition - Installed Product Page
Use the Product Definition - Installed Product page (PROD_INSTALL) to specify rule sets that determine
how system transactions create and update installed products for specified products.
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Navigation
Products CRM, Product Definition, Installed Product
Image: Product Definition - Installed Product page (1 of 2)
This example illustrates the fields and controls on the Product Definition - Installed Product page (1 of 2).
Image: Product Definition - Installed Product page (2 of 2)
This example illustrates the fields and controls on the Product Definition - Installed Product page (2 of 2).
Track as Installed Product
Select to enable installed products to be created automatically
for the product.
Product Installation Settings
Service Order Required
Select if a service order must be created for product installation.
Install Service ID
Select the ID of the service that would be used to install the
product. Define services using the Services component under
Set Up CRM, Product Related, FieldService.
Note: If a site is required for the service you selected, the
system automatically selects the Site Required check box. Also,
if the same service is used to remove the product, the system
automatically fills in the Uninstall Service ID field with the
name of the service.
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Site Required
Select to require a customer site on orders that are created for
the product in PeopleSoft Order Capture or Order Capture Self
Service. If selected, users must select a site address for the
install address on the Entry Form - Shipping page before they
can save the order.
Uninstall Service ID
Select the ID of the service that would be used to remove the
product. Define services using the Services component under
Set Up CRM, Product Related, FieldService.
Un-Install Service Order
Select if a service order is required to remove the product.
Apply Defaults
Click to populate the appropriate default rules that determine
how system transactions create and update installed products.
The system returns one of two default rule sets depending on
whether the Service Order Required check box is selected. You
can modify these rules as necessary for the specific product.
Default creation and update rules for installed products are
defined on the Installed Product Defaults page under Set Up
CRM, Install, Product Options.
Note: The fields in the Order Capture, Shipping Notification (ASN), and Manage Material group boxes
are the same as those on the Installed Product Defaults page.
See Defining Creation and Update Rules for Installed Products.
Registration Fields
Use the Registration Fields group box to define which of the installed product fields appear for users on
the Product Registration - Product Registration Details page, where they register products.
The system populates this area with the default values that you define on the Product Registration Setup
page. You can modify this registration field list as needed. The selection that you make on the Product
Definition - Installed Product page is specific to the associated product only.
See "Product Registration Setup Page (PeopleSoft CRM 9.1 Application Fundamentals PeopleBook)".
Related Links
"Order - Entry Form Page or Quote - Entry Form Page (PeopleSoft CRM 9.2: Order Capture
Applications)"
Configuring Installed Product Display Options
To configure installed products, use the Installed Product Configuration (RF_IPRD_CONFIG) and
Installed Product Statuses (RF_IPRD_CFG_STAT) components.
This section discusses how to:
•
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Define installed product status options.
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•
Specify display templates for installed product types.
•
Define status translate values for installed products.
Pages Used to Configure Installed Product Display Options
Page Name
Definition Name
Navigation
Usage
Installed Product Status
Options
RF_IPRD_CFG_STAT
Set Up CRM, Common
Definitions, Installed
Product, Installed Product
Statuses, Installed Product
Status Options
Enter installed product status
options.
Configuration Options
RF_IPRD_CONFIG
Set Up CRM, Common
Definitions, Installed
Product, Configuration
Options, Configuration
Options
Specify, by setID, display
templates to be used for
installed product types.
Define Status Translates
RF_IPRD_CONFIG_ST
Set Up CRM, Common
Definitions, Installed
Product, Configuration
Options, Define Status
Translates
Define status translate values
for installed products.
Installed Product Status Options Page
Use the Installed Product Status Options page (RF_IPRD_CFG_STAT) to enter installed product status
options.
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Navigation
Set Up CRM, Common Definitions, Installed Product, Installed Product Statuses, Installed Product
Status Options
Image: Installed Product Status Options page
This example illustrates the fields and controls on the Installed Product Status Options page.
Enter the code, long description, and short description for the statuses that you want to use for the
installed products that you use in your business environment. Users and implementers can select these
values from many pages within CRM, including the Define Status Translates page that is documented in
this section.
Configuration Options Page
Use the Configuration Options page (RF_IPRD_CONFIG) to specify, by setID, display templates to be
used for installed product types.
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Navigation
Set Up CRM, Common Definitions, Installed Product, Configuration Options, Configuration Options
Image: Configuration Options page
This example illustrates the fields and controls on the Configuration Options page.
For each setID that uses installed products, you must associate each of the installed product types being
used with a display template to determine how their records should be presented. A system message
appears if an installed product record is opened but then its type is not associated with a display template.
Specify a display template family before selecting a display template for each installed product type.
Define Status Translates Page
Use the Define Status Translates page (RF_IPRD_CONFIG_ST) to define status translate values for
installed products.
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Navigation
Set Up CRM, Common Definitions, Installed Product, Configuration Options, Define Status Translates
Image: Define Status Translates page (1 of 2)
This example illustrates the fields and controls on the Define Status Translates page (1 of 2).
Image: Define Status Translates page (2 of 2)
This example illustrates the fields and controls on the Define Status Translates page (2 of 2).
Note: Status code values are defined on the Installed Product Status Options page, under Set Up CRM,
Common Definitions, Installed Product, Installed Product Statuses, Installed Product Status Options.
Use this page to define translate values for installed products and installed assets. Enter the field value for
each type of product that you are using and then enter a long and short translate name.
Based upon the type of product you are installing, the system displays the values that you enter in the
Translate Long Name field in the drop-down list box for the Status field on the Installed Product page.
Note: If you do not have PeopleSoft HelpDesk installed, the system does not display the Asset Status
Translates group box.
Warning! If you are defining a new set of status translates, the following values should always be used in
addition to any optional statuses that you want to add: INS (Installed), UNI (Uninstalled), SHP (Shipped),
and PND (Pending). These statuses are hard-coded throughout the system for certain scenarios.
Setting Up Trees for Installed Products
To set up trees for installed products, use the Installed Product Tree Setup (RF_IPRD_TREE_DEFN)
component.
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This section discusses how to:
•
Set up trees for installed products.
•
Set up nodes for installed products.
•
Test trees for installed products.
Pages Used to Set Up Trees for Installed Products
Page Name
Definition Name
Navigation
Usage
General Options
RF_IPRD_TREE_DEFN
Set Up CRM, Common
Definitions, Installed
Product, Set Up Tree,
General Options
Define the tree configuration
(images to display in the tree,
image size, page size, and
date filter).
Define Nodes
RF_IPRD_TREE_NODE
Set Up CRM, Common
Define the parent and child
Definitions, Installed
relationship of the tree nodes.
Product, Set Up Tree, Define
Nodes
Test Tree
RF_IPRD_TREE_TEST
Set Up CRM, Common
Definitions, Installed
Product, Set Up Tree, Test
Tree
Test the 360-Degree View tree
to ensure that you configured
it correctly.
General Options Page
Use the General Options page (RF_IPRD_TREE_DEFN) to define the tree configuration (images to
display in the tree, image size, page size, and date filter).
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Navigation
Set Up CRM, Common Definitions, Installed Product, Set Up Tree, General Options
Image: General Options page
This example illustrates the fields and controls on the General Options page.
Tree Name
Displays the name for the tree for the installed product that you
entered on the Add page.
Description
Enter a description of the tree you are adding.
Market
Select the market that will use the tree.
Default
Select to set this tree as the default tree that appears for this
market on the Installed Product Hierarchy page if multiple trees
exist.
General Tree Options
Use the fields in this group box to configure how the tree will look on the Installed Product Hierarchy
page.
Expanded Image, Collapsed Image, Enter the images that you want the system to display on the tree.
End Node Image, and Leaf Image
A representation of the image appears to the right of the field.
Name
The defaults are:
148
•
Expanded Image: PT_TREE_EXPANDED
•
Collapsed Image: PT_TREE_COLLAPSED
•
End Node Image: PT_TREE_END_NODE
•
Leaf Image Name: PT_TREE_LEAF
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Chapter 10
Tracking Installed Products
Image Height and Image Width
Enter the size of the image that you want to appear on the tree.
The default size is 12 by 15.
Page Size
Enter the page size for the tree. This is the size of the HTML
area where the tree is displayed on the Installed Product
Hierarchy page. To show the entire tree, enter zero (0).
Display Levels
Enter the maximum number of levels to display on the tree at
any given time. To show all levels, enter zero (0).
Indent Pixels
Enter the number of pixels to indent each node. The
recommended value is 20.
Runtime Search Options
When a user accesses the Installed Product Hierarchy page, the system displays the Product Name and
Installed Product ID fields. To add additional search options to the page, select one or more of the check
boxes that appear in this group box.
If you do not select any of the status check boxes, then the system hides the All and Single Status options
and status drop-down list boxes. If you select one or more status check boxes, the system combines the
statuses when it prompts the user for a value.
Note: The system does not display the Show Department Criteria and Show Asset Statuses check boxes
unless you have PeopleSoft HelpDesk installed.
Define Nodes Page
Use the Define Nodes page (RF_IPRD_TREE_NODE) to define the parent and child relationship of the
tree nodes.
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Chapter 10
Navigation
Set Up CRM, Common Definitions, Installed Product, Set Up Tree, Define Nodes
Image: Define Nodes page
This example illustrates the fields and controls on the Define Nodes page.
This page enables you to establish nodes for customer, site, contact, department, employee, and installed
product and children.
Node Setup
Tree Node
150
Select the type of node that you want to add to the tree. The
system displays a list of fields associated with the node type in
the Node Parameters - Fields to Display group box.
•
Customer: The system displays the Customer Name (
default), Customer ID, and SetID fields.
•
Department: The system displays the Description (default),
Department ID, and SetID fields.
•
Employee: The system displays the Employee Name (
default) and Employee ID fields.
•
Site: The system displays the Site Name (default), Site ID,
and Address fields.
•
Installed Product and Children: The system displays the
Installed Product ID (default), Product Description (default),
Status, Serial ID, and Asset Tag fields. This node is a
required node. When adding a new tree definition, the
system automatically adds this node.
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Chapter 10
Tracking Installed Products
Note: If a single installed product has multiple statuses, then
the system displays Multiple on the tree.
Note: If PeopleSoft HelpDesk is not installed, then the system
does not display the Department and Employee nodes in the
Tree Node drop-down list. Also, if you establish nodes for
Customer or Site, then the system does not permit you to
establish nodes for either the Department or Employee nodes
and vice versa.
Status
Select the tree node status; either Active or Inactive. For the
node to appear on the tree, the status must be Active.
Node Parameters - Fields to Display
Use the fields in this group box to indicate how you want the fields to display for the node you selected.
Sequence
Enter a number to indicate the order in which you want the
fields to appear on the tree.
Display
Select this check box for all the fields that you want the system
to display for the node.
Display Length
The system displays the number of characters that it can display
for the field. The system can connect in a series one or more
fields on any of the Display Field As options. Each option,
however, has a maximum concatenated display length. For Node
Name, the maximum is 30 characters. For Node Description, the
maximum is 40 characters. For Mouseover Text, the maximum is
100 characters.
Display Field As
Select an option to indicate how you want the system to display
the field name. You can choose either Node Name, Node
Description, or Mouseover Text. If you select Mouseover Text,
the system displays the name of the field when a user moves
their mouse over the node image whether it is a collapsed,
expanded, or leaf image.
Note: Nodes always display text as < Node Name> – <Node
Description>. Thus, all Node Name fields should be sequenced
before entering node descriptions. The system forces you to
enter it in this sequence if you make a mistake.
Order By and Order Sequence
Select this check box if you want the system to order the nodes
in the tree in either ascending or descending order. If you select
the Order By check box for a field, then you must select either
Ascending or Descending from the Order Sequence drop-down
list box. The sequence number determines the order in which the
system orders the fields if you select the Order By check box for
multiple fields.
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Maximum Number of Rows To
Display and Fetch
Enter the maximum number of rows to display under the
expanded node in the Installed Product Hierarchy. Then enter
the maximum number of rows to fetch, or retrieve, from the
database when the user clicks View All on the tree node.
Note: If you leave this field blank, the system retrieves 1000
rows. For the Installed Product and Children node, this value
applies to the number of installed product records matching
the search criteria, not the total installed product records in the
entire family.
Expand
Select this check box if you want the system to automatically
expand the node when a user accesses the tree. For all nodes
other than the Installed Product and Children node, the system
loads all parents and children despite the setting of this flag.
The system either collapses or expands each node as necessary
based on the setting of this flag before display. For the Installed
product and child nodes, however, the system loads the children
upon demand if you do not select this check box for the node.
Test Tree Page
Use the Test Tree page (RF_IPRD_TREE_TEST) to test the 360-Degree View tree to ensure that you
configured it correctly.
152
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Chapter 10
Tracking Installed Products
Navigation
Set Up CRM, Common Definitions, Installed Product, Set Up Tree, Test Tree
Image: Test Tree page
This example illustrates the fields and controls on the Test Tree page.
1. Enter data into at least two of the fields in the Test Filters group box (at a minimum, one field must be
SetID).
2. Click the Test Tree button.
The system verifies the tree configuration and displays that particular tree based on the criteria you
entered. This is how the tree will appear on the Installed Product Hierarchy page.
Copying Trees
This section discusses how to copy a tree.
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Chapter 10
Page Used to Copy a Tree
Page Name
Definition Name
Navigation
Usage
Copy Tree As
RF_IPRD_TREE_COPY
Set Up CRM, Common
Definitions, Installed
Product, Copy Tree, Copy
Tree As
Copy an existing installed
product tree setup to a new
one.
Copy Tree As Page
Use the Copy Tree As page (RF_IPRD_TREE_COPY) to copy an existing installed product tree setup to
a new one.
Navigation
Set Up CRM, Common Definitions, Installed Product, Copy Tree, Copy Tree As
Image: Copy Tree As page
This example illustrates the fields and controls on the Copy Tree As page.
To copy an existing tree, select a tree from the Copy Tree search page and then enter the name of the new
tree in the New Tree Name field. Click Save.
Note: If the Copy From tree was the default tree for the market, then the system will not select the default
flag for the new tree.
Configuring Roles
To configure roles for installed products, use the Installed Product Tree Roles (RF_IPRD_TREE_ROLE)
component.
This section discusses how to configure roles for installed products.
Page Used to Configure Roles
154
Page Name
Definition Name
Navigation
Usage
Configure Role
RF_IPRD_TREE_ROLE
Set Up CRM, Common
Definitions, Installed
Product, Configure Roles,
Configure Role
Assign and prioritize installed
product tree setups to a role.
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Chapter 10
Tracking Installed Products
Configure Role Page
Use the Configure Role page (RF_IPRD_TREE_ROLE) to assign and prioritize installed product tree
setups to a role.
Navigation
Set Up CRM, Common Definitions, Installed Product, Configure Roles, Configure Role
Image: Configure Role page
This example illustrates the fields and controls on the Configure Role page.
Use this page to associate a given role with a tree configuration. The system uses this information to
determine which tree configuration to display when a user accesses the Installed Product Hierarchy page.
Enter a sequence number for the tree so the system knows what tree to display when the user has multiple
roles. You can also use the Status field to activate and inactivate trees as needed.
These are the steps that the system follows when selecting a tree configuration to load:
1. Select the tree associated with the user's role as specified on the Configure Role page.
If the user has multiple roles defined, the system selects the tree having the lowest sequence number
across all user roles that is also active. If multiple roles have the same sequence number, or if none are
found, the system skips ahead to Step 2.
2. Select the tree associated with the user's market that has the default flag selected.
If market is not assigned to the user's preferences or if no default tree is associated with the user's
market, the system skips ahead to Step 3.
3. Select the tree associated with the global market that has the default flag selected.
If none exists, the system skips ahead to Step 4.
4. If no default tree exists for the global market, then the system creates a skeleton tree consisting of
only the installed product and children nodes.
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Tracking Installed Products
Chapter 10
Setting Up Product Registration
Use the Product Registration page to specify the statuses for installed products and services by setID. You
can also use this page to define the installed product fields that appear on the Product Registration Details
page and to indicate which fields are modifiable or read-only.
Related Links
"Setting Up Product Registration (PeopleSoft CRM 9.1 Application Fundamentals PeopleBook)"
Managing Installed Products
To manage installed products, use the Installed Product (RF_INST_PRODUCT) and Order Capture
(RO_CAPTURE) components.
This section discusses how to:
•
Enter installed product information.
•
View preventive maintenance details.
•
Enter attributes.
•
View installed product history logs.
Note: In this section, the discussion of the Installed Product component is based on how it appears
through system-delivered display templates. The visibility of sections and fields may differ if a modified
or different display template is used.
Pages Used to Manage Installed Products
Page Name
Definition Name
Navigation
Usage
Installed Product - Installed
Product
RF_INST_PRODUCT
•
Installed Products,
Installed Product
•
Installed Assets, Installed
Product
Create or update installed
products of any given type to
track products that are installed
at customer sites or issued to
internal workers.
or
Installed Assets - Installed
Product
Installed Product Address
156
RF_IPRD_ADDR
Click the Address link on the
Installed Product page.
Add or update addresses for
installed products.
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Chapter 10
Tracking Installed Products
Page Name
Definition Name
Navigation
Usage
Installed Product Preventive Maintenance
Detail
RF_INST_PROD_PM
Installed Products, Preventive
Maintenance Detail
View or update pending
preventive maintenance
entries, or review the history
of preventive maintenance
entries for selected installed
products.
Preventive maintenance
details are only available to
installed products that are
serial number-controlled or
asset tag-controlled.
Installed Product Attributes
RB_ATTR_RUN_IPROD
or
•
Installed Products,
Attributes
•
Installed Assets,
Attributes
•
Installed Products,
History
•
Installed Assets, History
Installed Assets - Attributes
Installed Product - History
RF_INST_PROD_HIST
or
Installed Assets - History
Capture installed product data
that is specific to business or
industry requirements.
View information about
events, audits, cases,
and service orders that is
associated with the installed
product.
Related Links
"Understanding Future Dated Orders (PeopleSoft CRM 9.2: Order Capture Applications)"
Installed Product - Installed Product Page or Installed Assets - Installed
Product Page
Use the Installed Product - Installed Product page or Installed Assets - Installed Product page
(RF_INST_PRODUCT) to create or update installed products of any given type to track products that are
installed at customer sites or issued to internal workers.
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Tracking Installed Products
Chapter 10
Navigation
•
Installed Products, Installed Product
•
Installed Assets, Installed Product
Image: Installed Product - Installed Product page (1 of 2)
This example illustrates the fields and controls on the Installed Product - Installed Product page (1 of 2).
Image: Installed Product - Installed Product page (2 of 2)
This example illustrates the fields and controls on the Installed Product - Installed Product page (2 of 2).
Note: Installed products can also be added from 360-Degree View.
Customer Information
Use the fields in this section to record information about the customer.
158
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Chapter 10
Tracking Installed Products
Note: This section is labeled Owner Information for installed assets.
Customer
Enter the customer who owns or leases the installed product.
After a customer is selected successfully, its name appears as a
link. Click the Customer link to transfer to the corresponding
company or consumer record.
A customer can be a company or a consumer, which is created
manually using the Company component (Customers CRM,
Add Company).
First Name, Last Name, and Contact Enter the first and last name of a company contact to whom the
installed product is given. The system limits the selection of
contacts to those that are associated with the selected customer.
After a contact is selected successfully, the Contact field appears
and replaces the First Name and Last Name fields.
Click the Transfer to Contact button to transfer to the
corresponding person record.
You can add business contacts using the Person component (
Customers CRM, Add Person).
Postal
Enter a postal code to refine the customer and contact search.
Site
Enter a site of the customer where the installed product is
located.
Click the Transfer to Site button to transfer to the corresponding
site record.
You can add sites for customers using the Company, Consumer,
or Site component (Customers CRM, Add Site).
Phone
Displays the phone number of the selected contact.
Location Details
Enter notes about the specific area within the customer's site
where the installed product is located.
Owner Information
This section replaces the Customer Information section if the currently opened installed product is of type
asset.
Asset Owner
Select the owner of the asset, which can be:
Employee: This is the default value. When selected, an
employee must be specified.
Department: When selected, an asset department must be
specified.
Location: When selected, an asset location must be specified.
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None: When selected, the only value you can optionally specify
is asset contact.
An AAF term called Installed Asset Owner is created for this
field.
Note: Because the CRM and Financials systems interpret asset
owner differently, the Asset Owner field in these two systems
are not mapped and the data is not published from the CRM to
the Financials system.
Employee
Enter a worker for the installed asset. On the Installed Asset
page, the system displays workers (employees) who are defined
in the CRM system. Set up workers under Workforce, Worker.
If an employee is specified but the selected asset owner is not
Employee, a system message appears when the installed asset is
saved. To correct the error, either reselect the asset owner based
on the value that is being specified (employee in this case), or
remove the employee value and specify another value that is
required by the selected asset owner.
Asset Department
Enter the department that owns the asset. Choose from a list of
active departments that are based on the setID of the installed
asset. The system does not automatically default the employee's
department as the value of the asset department in add mode.
If an asset department is specified but the selected asset
owner is not Department, a system message appears when the
installed asset is saved. To correct the error, either reselect the
asset owner based on the value that is being specified (asset
department in this case), or remove the asset department value
and specify another value that is required by the selected asset
owner.
Asset Location
Enter the location where the asset resides. Choose from a list
of active locations that are based on the setID of the installed
asset. The system does not automatically default the employee's
location as the value of the asset department in add mode.
If an asset location is specified but the selected asset owner is
not Location, a system message appears when the installed asset
is saved. To correct the error, either reselect the asset owner
based on the value that is being specified (asset location in this
case), or remove the asset location value and specify another
value that is required by the selected asset owner.
Asset Contact
160
Enter the employee to which the asset is assigned. Choose from
a list of active employees that are based on the setID of the
installed asset. The system does not automatically default the
employee of the installed asset as the value of the asset contact
in add mode.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 10
Tracking Installed Products
If an asset contact is specified but the selected asset owner is
not None, a system message appears when the installed asset is
saved. To correct the error, either select None as the new asset
owner, or specify another value that is required by the selected
asset owner.
An AAF term called BO ID of Asset Contact is created for this
field.
Department and Location
Displays the department and location of the employee selected
for the installed asset.
Status
Status
Select the current status of the installed product. Available
values are configured on the Define Status Translates page
which is keyed by setID and are different by installed product
type. The status of an installed product can be set manually (if
the installed product is created manually) or automatically (if
the installed product is generated by the system as a result of a
business process).
Note: The system uses the Active Analytics Framework (AAF)
to cascade the status and reason code of the parent installed
product to its child installed products if the installed product
status was not empty and the installed product status has
changed. The parent status is cascaded only to those children
whose status is equal to the original parent status. This policy is
called Installed Product Cascade Status and is delivered for the
COM01 setID as an active policy.
See Define Status Translates Page.
Quantity
Enter the quantity (in the standard unit of measure) of the
installed product in the indicated status. If the item is serialcontrolled, the quantity is set to 1 by default.
You must enter a nonzero value for each row of status before
saving the installed product. Multiple rows appear for partial
shipments of an installed product order to indicate the status for
each quantity.
You can add rows manually as necessary to indicate the quantity
of an installed product in repair, uninstalled, and so forth.
UOM (unit of measure)
Indicates the unit of measure being used for the quantity. For
example, package, each, pallets, and so on.
See "Modifying Industry-Specific Translate Values (PeopleSoft CRM 9.2: Automation and Configuration
Tools)".
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Product Information
Use the fields in this group box to enter product information.
For installed assets, this section is labeled Asset Information.
Note: Depending on the installed product type, some of the fields in this section are hidden because they
do not apply. For example, the Asset Tag field is not visible in installed products because the field is
specific only to installed assets.
Product Group
(Optional) Select a product group to refine the list of products
available for selection. This field lists all the product groups
of all types that are associated with the setID of the installed
product.
If you select a product for the installed product and that product
happens to belong to only one product group, the system
automatically populates that product group value in this field.
Product groups are effective dated in installed product records.
It means that if you open an installed product created some time
ago and the product group that it references is no longer active,
the value is not displayed. However, if you search for installed
products by product group on the search page, product groups
are not effective dated.
Note: If multiple product groups have the same name and
description but different types, then only one instance of this
product group appears as an available value (the description
appears). And if you select this product group, the system makes
all products that are associated with all product groups using
this name available for selection.
Similarly, suppose that multiple product groups have the same
name (for example, dishwasher) but different descriptions (
for example, DW-Acct and DW-Gen) and types (for example,
Acct and General). In this example, if you select one of the
two product groups, which have different descriptions but
share the same product group code, PeopleTools picks the first
available entry in the product group base table (PROD_GROUP
_TBL) and displays the value, and in this case it is DW-Acct.
Therefore, if you select the DW-Gen product group, the system
overrides your selection to DW-Acct because DW-Acct comes
before DW-Gen alphabetically in the product group base table.
An AAF term called Product Group is created for this field.
162
View Configuration
Click to access the Installed Product Hierarchy page to view the
configuration of the associated product. This link is available
only to installed products for product packages.
Item ID
Enter the ID of the item that is installed at the customer site.
Establish items using the Item Master EIP or the Item Definition
component.
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Chapter 10
Tracking Installed Products
Serial ID
Enter the serial number if the item is serial-controlled.
Install Type
Select the reason why the product was installed at the customer
site (for informational purposes only). Values are Beta, Demo,
Evaluation, Loan, and Sold.
Date Installed
Enter date of installation if you are creating or updating installed
products or installed assets manually.
The system populates this field, as applicable for the given
transaction, when it creates or updates installed products or
installed assets.
Access the More tab.
Parent Product
Enter another installed product to define as the parent of this
installed product. View parent, child, and sibling relationships
between installed products on the Installed Product Hierarchy
page.
Manufacturer
Select the manufacturer of the product. You set up
manufacturers on the Manufacturers page (Set Up CRM,
Common Definitions, Manufacturers).
Price Per Unit
Displays the price of the product per unit if such value is
available.
Date Ordered, Date Shipped, and
Date Registered
Enter dates if you are creating or updating installed products or
installed assets manually. The system populates these fields, as
applicable for the given transaction, when it creates or updates
installed products or installed assets.
The Date Registered field does not apply to installed assets.
Asset Information
The Product Information section is renamed Asset Information for installed assets. In addition to the
fields described in the Product Information section, this section also contains fields that pertain to
installed assets.
Asset Tag
Enter the asset tag that is available if the item is issued an
internal worker.
These fields appear if the Enable Asset Integration with PeopleSoft Financials option is enabled in the
general option of the display template.
Note: These fields (Validated, Asset Type, Asset Subtype and Transfer) must be enabled in the display
template in order for them to be shown when the asset integration option is enabled.
Validated
Indicates whether or not the data in the installed asset has been
validated. Values are Yes and No.
Asset Type
Specify a type for the installed asset.
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Asset Subtype
Chapter 10
Specify a subtype for the installed asset. Available values are
filtered by the selected asset type.
Registration
Date Registered
Enter the date when the product is registered and the installed
product is created or updated. If this installed product is
registered using the Product Registration component, this field
displays the date when the registration is submitted.
Warranty Information
Only one warranty can be associated with an installed product.
Warranty Name
Enter the warranty that is associated with the item. Click the
Transfer to Warranty button to access the component you use to
define warranties.
Status
Select the current status of the warranty for the installed
product, either Active or Inactive. For entitlement searches from
cases or service orders that reference an installed product, the
system first checks for an active warranty that is valid for the
current date.
Start Date and End Date
Enter the dates when the warranty period begins and ends
for the installed product. The system populates start date
automatically using the install, ship, or order date for the
installed product, depending on the start date option that the
warranty definition specifies. The default end date is based on
the length that the associated warranty definition specifies.
Purchase Information
164
Purchase Order
Enter the customer's purchase order number for the installed
product.
Authorization Code
Enter the authorization code that the credit card company
provides, if applicable.
Order ID
Enter the order identification number for the installed product.
External Order ID
Enter the customer's order identification number for the installed
product, if it exists.
Purchased From
Enter the name of the customer the installed product is
purchased from.
Purchased From Contact
Enter the name of the contact the installed product is purchased
from.
Ownership
Select whether the customer owns the installed product or
possesses it under the terms of a lease or rental agreement.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 10
Sales Representative
Tracking Installed Products
Enter the name of the sales representative who is associated
with the order for the installed product. If your installation
includes PeopleSoft Sales, the system prompt for this field lists
the people who are defined as sales force representatives in the
system.
Operating System
The fields in this group box are relevant to installed computers, computer software, and computer
accessories, and are for information purposes only. Enter or select the information from the fields that
appear in this group box.
Related Links
"Service Order Toolbar Functions (PeopleSoft CRM 9.2: Integrated FieldService)"
Installed Product - Preventive Maintenance Detail Page
Use the Installed Product - Preventive Maintenance Detail page (RF_INST_PROD_PM) to view or
update pending preventive maintenance entries, or review the history of preventive maintenance entries
for selected installed products.
Navigation
Installed Products, Installed Product, Preventive Maintenance Detail
Note: If you are adding a service or asset, the system does not display this page. Preventive maintenance
details are only available to installed products that are serial number-controlled or asset tag-controlled.
Image: Installed Product - Preventive Maintenance Detail page
This example illustrates the fields and controls on the Installed Product - Preventive Maintenance Detail
page.
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Use this page to view the preventive maintenance history of the installed product. You can also preview
and update information about the upcoming preventive maintenance service using the agreement code,
renewal number, line number, business unit, status start date, and creation date.
See "Managing Scheduled Preventive Maintenance (PeopleSoft CRM 9.2: Integrated FieldService)".
Installed Product - Attributes Page or Installed Assets - Attributes Page
Use the Installed Product - Attributes page (RB_ATTR_RUN_IPROD) to capture installed product data
that is specific to business or industry requirements.
Navigation
•
Installed Product, Attributes
•
Installed Assets, Attributes
Image: Installed Product - Attributes page
This example illustrates the fields and controls on the Installed Product - Attributes page.
Attribute groups and attributes that are associated with the Installed Product component appear on this
page if their conditions are evaluated to true.
Depending on the setup, an attribute field can be an edit field or a drop-down list box, which can be set as
display-only or available for edit.
An attribute field can be set as hidden from this page on the Object Type Attributes page for the Installed
Product object type.
Refer to the "Understanding Attributes (PeopleSoft CRM 9.2: Automation and Configuration Tools)"topic
for more information on using and setting up attributes in PeopleSoft CRM.
Installed Product - History Page or Installed Assets - History Page
Use the Installed Product - History page or Installed Assets - History page(RF_INST_PROD_HIST)
to view information about events, audits, cases, and service orders that is associated with the installed
product.
166
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Chapter 10
Tracking Installed Products
Navigation
•
Installed Products, History
•
Installed Assets, History
Image: Installed Product - History: Events page
This example illustrates the fields and controls on the Installed Product - History: Events page.
History - Events
Click the Events tab to view events that are associated with the installed product.
The CRM system generates logs for these installed product events (if functionality is enabled) based on
the setID in which they occur:
Policy Name
Description
Installed Product Parent Change
Changes in the parent-installed product ID, showing old and new
values.
•
Installed Product Creation
•
CSS:Installed Product Creation
Creation of installed products, showing where they were created
from.
•
Installed Product Status Change
•
CSS:Installed Product Status Change
•
Installed Asset Employee Transfer
•
Installed Asset Department Transfer
Changes in status, showing the old and new values.
Employee and department transfers, including old and new
values (for installed products of type asset only).
The event logging functionality is delivered through the AAF and is disabled by default (policies are
not activated as delivered). You can create new policies to capture additional event logs based on the
delivered ones. Refer to the PeopleSoft Active Analytics Framework for detailed documentation on AAF.
See "Understanding AAF (PeopleSoft CRM 9.2: Automation and Configuration Tools)".
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History - Related Transactions
Click the Installed Product - History: Related Transactions page to view the cases and services orders that
are associated with the installed product.
Image: Installed Product - History: Related Transactions page
This example illustrates the fields and controls on the Installed Product - History: Related Transactions
page.
This page displays summary information for each related transaction. Click the ID link to transfer to
the corresponding transaction record. As delivered, the section for change requests is available only to
installed products of type asset.
For performance and usability purposes, each section displays a maximum of 10 transactions at a time. If
the installed product is associated with more than 300 counts of the same type of transaction, only the first
300 appear.
History - Interactions
Click the Installed Product - History: Interactions page to view the summary information of all
interactions (for example, phone and email correspondence) that have been created for the installed
product.
Image: Installed Product - History: Interactions page
This example illustrates the fields and controls on the Installed Product - History: Interactions page.
Click the Go To Interaction Detail button to access the Interaction page to view detailed information about
the interaction.
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History - Audits
Click the Installed Product - History: Audits page to display changes to the records and fields that are
associated with the installed product.
Image: Installed Product - History: Audits page
This example illustrates the fields and controls on the Installed Product - History: Audits page.
The system displays previous and new values for the fields that have changed. The system displays all
fields from both the installed product main record as well as the installed product status record.
Note: At delivery, auditing is turned off by default. It must be enabled using PeopleSoft Application
Designer. The audit record for Installed Product is RF_INST_PROD_AT. This record contains the fields
from the records on which auditing must be enabled, if desired: RF_INST_PROD (the main installed
product record), RF_INST_PROD_ST (the status record), and RF_INST_PROD_PM (the preventive
maintenance record).
See "Understanding Audit Information (PeopleSoft CRM 9.1 Application Fundamentals PeopleBook)".
Viewing Installed Product Hierarchies
This section discusses how to view the installed product hierarchy.
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Page Used to View the Installed Product Hierarchy
Page Name
Definition Name
Navigation
Usage
Installed Product Hierarchy
RF_INSTPROD_VH_SEC
Click the View Hierarchy
button from the Installed
Product, Service Order, My
Service Order, Support Case,
HelpDesk Case, RMA (return
material authorization), Site
(under Customers CRM),
Product Registration Installed
Assets, Installed Products (
search), Installed Assets (
search), Customer 360 Degree
View, Worker 360 Degree
View, Order Capture Entry,
Self-Service Support Case,
and Self-Service HelpDesk
Case pages.
View the installed products
that meet the customer or
internal worker, site, product,
serial number, asset tag, and
department criteria that is
available on the source page.
For the installed products
that the system returns, you
can also view record status
and parent, child, and sibling
relationships to other installed
products.
Installed Product Hierarchy Page
Use the Installed Product Hierarchy page (RF_INSTPROD_VH_SEC) to view the installed products that
meet the customer or internal worker, site, product, serial number, asset tag, and department criteria that is
available on the source page.
For the installed products that the system returns, you can also view record status and parent, child, and
sibling relationships to other installed products.
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Navigation
Click the View Hierarchy button from the Installed Product, Service Order, My Service Order, Support
Case, HelpDesk Case, RMA (return material authorization), Site (under Customers CRM), Product
Registration Installed Assets, Installed Products (search), Installed Assets (search), Customer 360 Degree
View, Worker 360 Degree View, Order Capture Entry, Self-Service Support Case, and Self-Service
HelpDesk Case pages.
Image: Installed Product Hierarchy page
This example illustrates the fields and controls on the Installed Product Hierarchy page.
The initial display of the installed product hierarchy presents the parent-child relationships of all installed
products that belong to a customer identified from the calling component. The hierarchy has a filtering
capability that allows you to further refine the display based on installed product ID, product name and
site name.
The tree structure shows the Installed Product ID (always), Description (always), Site, and Department
fields for each installed product that meets the filter criteria. It only displays these fields (Site,
Department, and Account) if they are configured to display when you define the tree setup and
department. In addition, these filters are available only if you have PeopleSoft HelpDesk installed. Click
the link of an installed product to access the Installed Product page, where you can update information as
necessary.
When the tree information requires more space than fits on the page, use the positional links (First,
Previous, Next, Last, Left, and Right) at the top of the tree to navigate through the information. Click the
folders that appear in the tree to collapse or expand specific sections of the hierarchy.
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Note: This hierarchy is not available for service orders or cases if they are configured to hide installed
product information (through the corresponding service order or call center configuration templates). You
can turn on additional runtime filters using the Tree Configuration: Department (if PeopleSoft HelpDesk
is installed).
Filters
Displays the values that are available on the source page that the
system used to filter the initial view of the hierarchy.
All Statuses and Single Status
Select the status of the installed products that should be included
in the hierarchical view.
Note: If you select Single Status, you can also use either the
equal to (=) or not equal to (not =) operator to select a status for
which you want to search for a product.
Refresh
Click to update the display after specifying alternate status
values.
<installed product number and
description>
Click the link to access the corresponding installed product
record.
Mapping and Reconciling Asset Information
This section lists a prerequisite, provides an overview of terms and definitions used in this topic, and
discusses how to:
•
Assign new product IDs to new asset entries.
•
Reconcile asset information.
Note: The Product Mapping for Hardware Assets and Asset Reconciliation pages are only relevant for
users who are implementing asset integration with FMS.
Pages Used to Map and Reconcile Asset Information
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Page Name
Definition Name
Navigation
Usage
Product Mapping for
Hardware Assets
RF_PROD_MAP
Set Up CRM, Common
Definitions, Integration Rules,
Integration Defaults, Asset
Product Mapping, Product
Mapping for Hardware Assets
Associate a match for nonnull fields to create a new
installed asset on the CRM
side.
Asset Reconciliation
RF_ASSET_RECON
HelpDesk, Asset
Reconciliation, Asset
Reconciliation
Display all possible matching
CRM entries and provide
action buttons to either merge
or create new CRM assets.
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Tracking Installed Products
Prerequisites
Before you can access your third-party asset management application from within PeopleSoft HelpDesk,
you must first:
•
Install a third-party asset management application.
•
Install the third-party software on the computers that need to be discovered.
•
Install the third-party remote control software on the computers that need to be remotely controlled.
•
Update the Portal CREF information to point to the correct URL for your environment.
See PeopleTools: Portal Technology
Note: Refer to the vendor's documentation or ask your consultant for advice on setting up an integration
with PeopleSoft CRM. Refer to the Oracle corporate website (under the Partners section) for a list of
oracle-validated integrations and independent software vendors (ISVs).
Terms and Definitions
This section discusses common terms used in this topic.
Terms
These terms are used throughout this document:
Asset
Any technology device, such as a computer, peripheral, or
router.
Remote Control
The ability to remotely take control of a computer system.
ITAM
Information Technology Asset Management.
Enabling Integration to the Asset Repository Module in PeopleSoft Financials
The option for enabling asset integration between PeopleSoft CRM and Financials is available as a
general option in display templates that are created for installed assets. As delivered, this option is
disabled in the display template delivered for installed assets.
To enable asset integration:
1. Navigate to Set Up CRM, Common Definitions, Component Configuration, Display Templates,
Display Template Details. Open a display template for installed assets.
If you want to enable the integration in the delivered display template for installed assets, look it up
by the name CORE_IP_ASSET, which is created using the RC_HELPDESK display template family
code and the RF_INST_PRODUCT component.
2. On the Display Template page that appears, click the Installed Product page link. After the page
refreshes, click the Show Section Details link at the bottom of the page to expand the section.
This step ensures that all the asset-related fields that will appear as a result of the integration are
already enabled for display before the integration is enabled.
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3. Scroll to the PRODUCT section, and make sure that these fields are enabled for display: Asset Type,
Validated, Asset Subtype, and Transfer. Save the change.
4. Scroll to the beginning of the page. Click the Return link. Click OK to the system message about
saving the display template.
5. On the Display Template page, locate a general option called Asset Integration. Change its value to
Yes, and save the change.
See "Display Template Page (PeopleSoft CRM 9.2: Automation and Configuration Tools)".
See PeopleTools: PeopleSoft Integration Broker
Running the Initial Data Synchronization
To synchronize all desired asset data between Financials and CRM on a newly implemented system:
1. Use PeopleTools Integration Broker to activate the location, department, and worker messages.
2. In the Financials application, navigate to Enterprise Components, Integration Definitions, Initiate
Processes, Full Data Publish.
3. Publish using these messages in this order:
•
Manufacturer data: MANUFACTURER_FULLSYNC
•
Asset Subtype data: COPY_AM_SUBTYPE
•
Asset Full Sync data: COPY_IT_ASSET
4. Inactivate the FULLSYNC messages and activate the corresponding SYNC messages.
Processing the messages in the order given creates records for these data, in this order:
1. Employee, department, and location data.
2. Manufacturer data and asset subtype data.
3. Financials asset repository data.
Records created in this order ensure that the data is validated.
Synchronizing data in this order ensures that the relevant data referred to in the Financials assets, such
as department, employee, and manufacturer, has corresponding entries on the CRM side. Without such
corresponding data on the CRM side, the full synchronization might attempt to create a CRM-installed
asset for an employee who does not exist in CRM, which would cause an error.
See PeopleSoft FSCM Maintenance Management
See PeopleSoft Application Integration Framework
See PeopleSoft Integration Interfaces
See PeopleTools: PeopleSoft Integration Broker
See "Data Integrations (PeopleSoft CRM 9.2: Business Object Management)".
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See "Integrating with PeopleSoft Financial Management Services (PeopleSoft CRM 9.2: Integrated
FieldService)".
Product Mapping for Hardware Assets Page
Use the Product Mapping for Hardware Assets page (RF_PROD_MAP) to associate a match for non-null
fields to create a new installed asset on the CRM side.
Navigation
Set Up CRM, Common Definitions, Integration Rules, Integration Defaults, Asset Product Mapping,
Product Mapping for Hardware Assets
Image: Product Mapping for Hardware Assets page
This example illustrates the fields and controls on the Product Mapping for Hardware Assets page.
Use this page to map a combination of the three FMS fields (Asset Subtype, Manufacturer, and Model) to
a CRM product ID value as part of the asset integration between the two systems.
On all installed product entries, CRM requires a product ID, but FMS does not associate a product ID to
its asset entries. The map you create should specify how the CRM system should assign a product ID to
each CRM-installed asset entry that is created from FMS asset data.
The Asset Subtype, Manufacturer, and Model fields on this page refer to the identically defined fields
from PeopleSoft FMS Asset Management.
Note: To capture product asset information from FMS that does not map to the installed product entries
in CRM, leave the Asset Subtype, Manufacturer, and Model fields blank in the first row on this page
and only enter a Product ID. When no matches are found on asset data in CRM, the system provides the
information from FMS to this product ID by default.
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Asset Reconciliation Page
Use the Asset Reconciliation page (RF_ASSET_RECON) to display all possible matching CRM entries
and provide action buttons to either merge or create new CRM assets.
Navigation
HelpDesk, Asset Reconciliation, Asset Reconciliation
Select the option associated with the asset that best matches the data that has come over from your FMS
database. This information appears in the top portion of the page. Then, click one of the buttons at the
bottom of the page to either merge the selected asset or create a new asset.
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Merge Selected Installed Asset
Click this button if the FMS data matches the asset data on the
CRM side and you want to create a CRM-installed asset row
based on the values from the selected FMS row.
Create New Installed Asset
Click this button if the FMS data does not refer to any asset on
the CRM side and you want to create a CRM-installed asset row
based on the values from the selected FMS row.
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