PeopleSoft CRM 9.

2: Application
Fundamentals

June 2020
PeopleSoft CRM 9.2: Application Fundamentals
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Contents
Preface: Preface..........................................................................................................................................xv
Understanding the PeopleSoft Online Help and PeopleBooks.............................................................xv
Hosted PeopleSoft Online Help..................................................................................................... xv
Locally Installed Help.................................................................................................................... xv
Downloadable PeopleBook PDF Files...........................................................................................xv
Common Help Documentation.......................................................................................................xv
Field and Control Definitions....................................................................................................... xvi
Typographical Conventions...........................................................................................................xvi
ISO Country and Currency Codes................................................................................................ xvi
Region and Industry Identifiers................................................................................................... xvii
Translations and Embedded Help................................................................................................ xvii
Using and Managing the PeopleSoft Online Help............................................................................xviii
PeopleSoft CRM Related Links........................................................................................................ xviii
Contact Us..........................................................................................................................................xviii
Follow Us...........................................................................................................................................xviii
Chapter 1: Getting Started with PeopleSoft Customer Relationship Management
Applications................................................................................................................................................ 21
PeopleSoft CRM Application Fundamentals Overview.......................................................................21
PeopleSoft CRM Cross-Product Integrations....................................................................................... 21
PeopleSoft CRM Applications Implementation................................................................................... 22
Chapter 2: Working with Business Units and TableSet Controls.........................................................23
Understanding Business Units in PeopleSoft CRM............................................................................. 23
Understanding TableSet Controls in PeopleSoft CRM........................................................................ 24
TableSet Control Terminology....................................................................................................... 25
TableSet Control Scenarios............................................................................................................ 26
TableSet Control Example..............................................................................................................27
Defining Business Units and TableSet Controls.................................................................................. 30
Pages Used to Define Business Units and TableSet Controls....................................................... 30
TableSet Control Setup...................................................................................................................31
Chapter 3: Setting Up General Options..................................................................................................33
Understanding PeopleSoft CRM General Options...............................................................................33
Automatic Numbering.................................................................................................................... 33
Installation Options.........................................................................................................................34
Regions........................................................................................................................................... 35
Setting Up Automatic Numbering........................................................................................................35
Pages Used to Set Up Automatic Numbering Rules..................................................................... 35
Setup Auto Numbers Page............................................................................................................. 35
Last Number Setup Page................................................................................................................37
Setting Up PeopleSoft CRM Application Installation Options............................................................38
Pages Used to Set Up PeopleSoft CRM Application Installation Options.................................... 38
General Options Page.....................................................................................................................38
Calendar Options Page................................................................................................................... 43
Alt Character Page......................................................................................................................... 44
Billing and Pricing Options Page.................................................................................................. 44
Manufacturers Page........................................................................................................................ 45
Setting Up Regions............................................................................................................................... 46

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Page Used to Set Up Regions........................................................................................................46

Region Page....................................................................................................................................46
Setting Up Locations............................................................................................................................ 48
Pages Used to Set Up Locations....................................................................................................48
Location Definition Page............................................................................................................... 48
Location Detail Page...................................................................................................................... 49
Location Timezones Page.............................................................................................................. 50
Setting Up Address Formats and Values..............................................................................................51
Pages Used to Set Up Addresses...................................................................................................51
Country Description Page.............................................................................................................. 51
Address Format Page..................................................................................................................... 52
State Page....................................................................................................................................... 53
Setting Up Salutation Codes.................................................................................................................54
Page Used to Set Up Salutation Codes..........................................................................................54
Salutation Code Page..................................................................................................................... 54
Defining Alpha Indexes........................................................................................................................ 54
Page Used to Define Alpha Indexes..............................................................................................55
Understanding Alpha Indexes........................................................................................................ 55
Alpha Index Definition Page......................................................................................................... 55
Setting Up Payment Terms................................................................................................................... 57
Pages Used to Set Up Payment Terms.......................................................................................... 57
Payment Terms Page...................................................................................................................... 57
Defining Units of Measure................................................................................................................... 57
Pages Used to Set Up Units of Measure....................................................................................... 58
Unit of Measure Page.................................................................................................................... 58
Setting Up Data Archiving................................................................................................................... 58
Chapter 4: Setting Up Security and User Preferences.......................................................................... 61
Understanding PeopleSoft CRM Security............................................................................................ 61
Security Building Blocks............................................................................................................... 61
Security Terminology..................................................................................................................... 62
PeopleTools Security...................................................................................................................... 63
Application Security....................................................................................................................... 66
Setting System-Wide Security Options................................................................................................ 75
Pages Used to Set System-Wide Security Options........................................................................75
Understanding Row-Level Security Views.................................................................................... 76
Understanding Sensitive Worker Information................................................................................77
Predefined Security Roles and Sample Users................................................................................77
Security Options Page.................................................................................................................... 83
Apply Security Setups Page...........................................................................................................84
Security View Names Page............................................................................................................ 85
Business Unit Security by Permission List Page...........................................................................86
Business Unit Security by User ID Page.......................................................................................87
TableSet Security by Permission List Page................................................................................... 88
TableSet Security by User ID Page............................................................................................... 88
Overall Preferences Page............................................................................................................... 89
Call Center Page.............................................................................................................................91
Sales Page....................................................................................................................................... 95
Change Management Page............................................................................................................. 97
Account Page..................................................................................................................................97
Secure Worker Role Page.............................................................................................................. 98
Implementing Self-Service Security..................................................................................................... 99

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Pages Used to Implement Self-Service Security........................................................................... 99

Understanding Privileges Codes.................................................................................................. 100
Understanding Custom Privilege Codes...................................................................................... 101
Security Privilege Code Setup Page............................................................................................ 102
Assign User Privileges Page........................................................................................................ 102
Assign Role Privileges Page........................................................................................................ 103
Existing Customer User Registration Setup Page........................................................................104
Business User Registration Setup Page....................................................................................... 105
User Registration Setup Page.......................................................................................................106
Terms and Conditions - Self Service Registration Page..............................................................110
Terms and Conditions -Terms of Service Page............................................................................111
Terms and Conditions - Privacy Policy Page.............................................................................. 111
Defining Application Security............................................................................................................ 112
Pages Used to Define Application Security.................................................................................113
Security Object Page.................................................................................................................... 114
Add Membership List (Definition) Page..................................................................................... 117
Add Membership List (Object) Page........................................................................................... 118
Add Membership List (Type) Page..............................................................................................119
Customer Static Member List - Add Membership List Page...................................................... 120
Role Static Member List - Add Membership List Page.............................................................. 120
Add View List (Definition) Page................................................................................................. 121
Add View List (Object) Page.......................................................................................................121
View List (Type) Page................................................................................................................. 123
Customer Static View List - Add Customer To View List Page................................................. 123
Customer Search - Add View List Page......................................................................................124
Functional Option Page................................................................................................................125
Functional Option Group Page.................................................................................................... 126
Security Profile Page....................................................................................................................128
Security Profile - Membership Page............................................................................................129
Refresh Dynamic Lists Page........................................................................................................ 130
Static Menu Transfer Path Page...................................................................................................131
Chapter 5: Working with Notes and Attachments...............................................................................133
Understanding Notes and Attachments.............................................................................................. 133
Notes in PeopleSoft CRM............................................................................................................133
Attachments.................................................................................................................................. 134
Note Types....................................................................................................................................134
Setting Up Note Types........................................................................................................................135
Pages Used to Set Up Note Types...............................................................................................135
Creating Standard Notes and Product Notes...................................................................................... 135
Pages Used to Create Standard Notes and Product Notes........................................................... 135
Standard Notes Page.....................................................................................................................135
Product Notes Page...................................................................................................................... 136
Entering and Viewing Notes...............................................................................................................137
Pages Used to View and Enter Notes.......................................................................................... 137
Notes List -Company Notes Page................................................................................................138
Notes Page.................................................................................................................................... 140
Adding Attachments to Notes............................................................................................................ 141
Selecting a File to Add as an Attachment................................................................................... 141
Chapter 6: Using Interactive Reports....................................................................................................143
Understanding Interactive Reports..................................................................................................... 143
Interactive Reports........................................................................................................................143

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Delivered Report and Query Definitions..................................................................................... 143

Launching Interactive Reports............................................................................................................144
Chapter 7: Setting Up Currencies..........................................................................................................147
Understanding Currencies................................................................................................................... 147
Currency Management in PeopleSoft CRM................................................................................ 147
Direct and Indirect Rate Quotations............................................................................................ 147
Triangulation................................................................................................................................. 148
Automatic Reciprocation of Quote Methods............................................................................... 148
Setting Up Currencies.........................................................................................................................149
Pages Used to Set Up Currencies................................................................................................ 149
Currency Code Page.....................................................................................................................149
Currency Quotation Method Page................................................................................................150
Calculating Currency Exchange......................................................................................................... 152
Page Used to Calculate Currency Exchange............................................................................... 152
Currency Exchange Calculator Page............................................................................................152
Chapter 8: Setting Up Credit Card Encryption...................................................................................155
Understanding Credit Card Encryption.............................................................................................. 155
Understanding Credit Card Verification Number Encryption............................................................ 156
Implementing Credit Card Encryption............................................................................................... 158
Securing the Credit Card Component................................................................................................ 159
Adding CCENCRYPTION_MENU to a Permission List............................................................160
Providing Security for Credit Card Components.........................................................................160
Providing Security for the Portal Registries................................................................................ 160
Changing the Security Group (Optional).....................................................................................161
Changing the Credit Card Encryption Key........................................................................................ 161
Page Used to Change the Encryption Key.................................................................................. 162
Re-Encrypting Credit Card Data..................................................................................................162
Credit Card Number Re-Encrypt Page........................................................................................ 162
Synchronizing Re-Encrypted Data With PeopleSoft Financials........................................................ 164
Chapter 9: Implementing Alternate Character.................................................................................... 165
Understanding Alternate Character.....................................................................................................165
Alternate Character Functionality................................................................................................ 165
Alternate Character Fields............................................................................................................165
Alternate Character Searches....................................................................................................... 166
Configuring the System for Alternate Character Usage.....................................................................166
Pages Used to Configure the System for Alternate Character Usage..........................................166
Installation Options - Alt Character Page....................................................................................167
User Preferences - Overall Preferences Page.............................................................................. 167
Field Page..................................................................................................................................... 167
Chapter 10: Setting Up Auditing for Cases and Inbound Email........................................................169
Understanding Audit Information.......................................................................................................169
History Versus Auditing............................................................................................................... 169
The Audit Record......................................................................................................................... 170
Setting Up Case and Email Auditing................................................................................................. 172
Page Used to Set Up Case Auditing............................................................................................172
Audit - Setup Page....................................................................................................................... 172
Chapter 11: Running Diagnostic Reports............................................................................................. 175
Understanding PeopleSoft CRM Diagnostics.....................................................................................175
Registering PeopleSoft CRM Diagnostics..........................................................................................177
Page Used to Register PeopleSoft CRM Diagnostics..................................................................178
Register Diagnostics Page............................................................................................................ 178

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Running PeopleSoft CRM Diagnostic Packages................................................................................178

Pages Used to Run PeopleSoft CRM Diagnostic Packages........................................................ 178
Launch Diagnostics Page............................................................................................................. 179
PeopleSoft Diagnostics Page........................................................................................................179
Chapter 12: Setting Up and Maintaining Provider Groups and Group Members........................... 183
Understanding Provider Groups and Group Members.......................................................................183
Establishing Cost Categories for Workers..........................................................................................185
Page Used to Define Cost Categories..........................................................................................185
Cost Categories Page....................................................................................................................186
Defining Provider Groups...................................................................................................................187
Pages Used to Define Provider Groups....................................................................................... 187
Prerequisites.................................................................................................................................. 187
Common Elements Used in Defining Provider Groups...............................................................187
Provider Groups Page...................................................................................................................188
Provider Group Member Page..................................................................................................... 191
Defining Schedules for Provider Groups........................................................................................... 193
Page Used to Define Schedules for Provider Groups..................................................................193
Schedule Page...............................................................................................................................194
Defining Group Assignment Criteria and Competencies................................................................... 195
Pages Used to Define Group Assignment Criteria and Competencies........................................ 195
Assign Group Criteria Page......................................................................................................... 195
Group Competencies Page........................................................................................................... 198
Defining Hierarchy for Provider Groups............................................................................................199
Pages Used to Define Hierarchy for Provider Groups................................................................ 200
Group Hierarchy Page..................................................................................................................200
Chapter 13: Managing Workforce Competencies................................................................................ 203
Understanding Competencies in PeopleSoft CRM............................................................................ 203
Competencies................................................................................................................................ 203
Competency Integrations.............................................................................................................. 203
Setting Up Competency Information in PeopleSoft CRM.................................................................205
Pages Used to Set Up Competency Information in PeopleSoft CRM......................................... 205
Competency Rating Model Page..................................................................................................205
Competency Types Page.............................................................................................................. 207
Competencies Page.......................................................................................................................207
Defining Competency Proficiency Levels................................................................................... 208
Defining Minimum Competency Requirements for Service Orders or Cases............................. 209
Chapter 14: Setting Up and Performing Assignment Searches.......................................................... 211
Understanding Assignment Searches..................................................................................................211
Fit Scores...................................................................................................................................... 211
Activity......................................................................................................................................... 211
Assignment Criteria...................................................................................................................... 212
Candidate Selection and Fit Score Calculations.......................................................................... 217
Setting Up the Assignment Searches..................................................................................................222
Pages Used to Set Up Assignment Searches............................................................................... 222
Job Page........................................................................................................................................224
Work Schedule Page.....................................................................................................................224
Skills and Competencies Page..................................................................................................... 224
Assignment Criteria Page.............................................................................................................225
Schedule Page...............................................................................................................................225
Assign Group Criteria Page......................................................................................................... 225
Group Competencies Page........................................................................................................... 226

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Service Details Page.....................................................................................................................226

Problem Type Page.......................................................................................................................226
Category/Type/Detail - Category Page........................................................................................ 226
Category/Type/Detail - Type Page............................................................................................... 227
Category/Type/Detail - Detail Page............................................................................................. 227
Group Weighting Factors Page.................................................................................................... 227
Member Weighting Factors Page................................................................................................. 228
Assignment Setup Page................................................................................................................229
Reviewing and Assigning Provider Groups....................................................................................... 230
Pages Used to Review and Assign Provider Groups...................................................................231
Common Elements Used in Reviewing and Assigning Provider Groups....................................231
Provider Group Summary Page................................................................................................... 231
Provider Group Detail Page......................................................................................................... 232
Reviewing and Assigning Group Members....................................................................................... 233
Pages Used to Review and Assign Group Members................................................................... 233
Common Elements Used in Reviewing and Assigning Group Members.................................... 234
Candidate Summary Page............................................................................................................ 234
Candidate Detail Page.................................................................................................................. 236
Chapter 15: Defining Holiday Schedules.............................................................................................. 237
Understanding Holiday Schedules......................................................................................................237
Defining Holiday Schedules, Time Frames, and Sales Quota Rollups.............................................. 237
Pages Used to Define Holiday Schedules....................................................................................237
Calendar Options Page................................................................................................................. 238
Holiday Schedule Page.................................................................................................................238
Timeframes Page.......................................................................................................................... 239
Sales Information Page.................................................................................................................241
Associating Provider Groups with Holiday Schedules...................................................................... 242
Associating Workers with Holiday Schedules....................................................................................242
Updating Workers' Calendars with Specified Holiday Schedules......................................................242
Page Used to Update Workers' Calendars with Specified Holiday Schedules.............................243
Holiday Load Page....................................................................................................................... 243
Chapter 16: Using Calendars................................................................................................................. 245
Understanding Calendars.................................................................................................................... 245
Setting Up Calendars.......................................................................................................................... 245
Pages Used to Set Up Calendars................................................................................................. 246
Common Elements Used in Setting Up Calendars...................................................................... 246
Daily Calendar Page.....................................................................................................................247
Weekly Calendar Page..................................................................................................................247
Monthly Calendar Page................................................................................................................248
My Tasks - User Options Page.................................................................................................... 249
Viewing Team Calendars.................................................................................................................... 250
Pages Used to View Team Calendars.......................................................................................... 250
Understanding Team Calendars....................................................................................................250
Daily Team Calendar of <Name> Page....................................................................................... 250
Weekly Team Calendar of <Name> Page....................................................................................251
Monthly Team Calendar of <Name> Page.................................................................................. 252
Another's Calendar for <Name> Page......................................................................................... 252
Viewing Provider Group Calendars....................................................................................................253
Pages Used to View Provider Group Calendars.......................................................................... 253
Understanding Provider Group Calendars................................................................................... 254
Daily Provider Group Calendar of <Name> Page.......................................................................254

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Weekly Provider Group Calendar of <Name> Page....................................................................254

Monthly Provider Group Calendar of <Name> Page.................................................................. 255
Integrating Calendars with Third-Party Applications.........................................................................256
Chapter 17: Working with Interactions................................................................................................ 257
Understanding Interactions................................................................................................................. 257
Interactions and Subinteractions.................................................................................................. 257
Contact Methods and Status.........................................................................................................258
Interaction Creation...................................................................................................................... 259
Interaction Display....................................................................................................................... 261
Modifying Interaction Status.............................................................................................................. 262
Page Used to Set Up Interaction Status.......................................................................................262
Interaction Status Page................................................................................................................. 262
Viewing Interactions........................................................................................................................... 263
Pages Used to View Interactions................................................................................................. 263
Interaction List Page.....................................................................................................................264
Interactions Page...........................................................................................................................265
Interactions - View Correspondence Page................................................................................... 267
Chapter 18: Setting Up the 360-Degree View....................................................................................... 269
Understanding 360-Degree View Setup............................................................................................. 269
360-Degree Views in PeopleSoft CRM....................................................................................... 269
360-Degree View Integrations......................................................................................................274
360-Degree View System Data.................................................................................................... 275
360-Degree View Setup Process.................................................................................................. 275
Configuring Actions and Transactions for the 360-Degree View...................................................... 276
Pages Used to Configure Actions and Transactions for the 360-Degree View............................276
Understanding Actions and Transactions.....................................................................................277
Action Category Page...................................................................................................................277
Action Definition Page.................................................................................................................283
Related Dynamic Grid Page.........................................................................................................284
Related Transaction Group Page..................................................................................................285
Transaction Group Page............................................................................................................... 285
Setting Up the 360-Degree View Tree............................................................................................... 286
Pages Used to Set Up the 360-Degree View Tree.......................................................................286
Define Node Page........................................................................................................................ 287
Related Trees Page....................................................................................................................... 292
Set Up Tree Page......................................................................................................................... 293
Tree Node Page............................................................................................................................ 294
Test Your Tree Page..................................................................................................................... 296
Application Packages Lookup Page.............................................................................................297
Configuring the 360-Degree View..................................................................................................... 298
Pages Used to Configure the 360-Degree View.......................................................................... 298
Set Up Profile Page......................................................................................................................298
Configure Role Page.................................................................................................................... 301
Transaction Sub-Interactions Page............................................................................................... 304
Node Sub-Interactions Page......................................................................................................... 304
Dynamic Grid Page...................................................................................................................... 305
Related Actions Page................................................................................................................... 308
Configuring the 360-Degree View Search Page.................................................................................309
Pages Used to Configure the 360-Degree Search Page............................................................... 310
Understanding 360-Degree View Search Pages...........................................................................310
User Links Page........................................................................................................................... 310

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Search Preferences Page...............................................................................................................312

Chapter 19: Using the 360-Degree View............................................................................................... 315
Understanding the 360-Degree View..................................................................................................315
360-Degree Views........................................................................................................................ 315
Using the 360-Degree View Toolbar........................................................................................... 318
Managing 360-Degree Views............................................................................................................. 319
Pages Used to Manage 360-Degree Views..................................................................................319
Search for <Business Object> Page.............................................................................................319
360-Degree View Page.................................................................................................................321
Relationship Viewer Page............................................................................................................ 326
Tasks Page.................................................................................................................................... 326
Chapter 20: Setting Up Customer Self-Service.................................................................................... 327
Understanding Customer Self-Service Setup..................................................................................... 327
Self-Service Sites..........................................................................................................................327
Self-Service User Registration..................................................................................................... 328
Contact Us Notifications.............................................................................................................. 329
Product Registration..................................................................................................................... 329
Setting Up Guest IDs to Access Self-Service Sites........................................................................... 330
Defining Guest IDs...................................................................................................................... 330
Changing the Label of the Guest ID Selection Field...................................................................331
Setting Up Contact Us Features......................................................................................................... 332
Pages Used to Set Up Contact Us Features.................................................................................332
Prerequisites.................................................................................................................................. 332
Chat Enabled Page Setup Page.................................................................................................... 332
Contact Us Topic Page.................................................................................................................333
Contact Us Subject Page..............................................................................................................333
Setting Up Product Registration......................................................................................................... 334
Pages Used to Set Up Product Registration for Self-Service Users............................................ 334
Product Registration Setup Page..................................................................................................335
Catalogs Page............................................................................................................................... 336
Chapter 21: Working with Customer Self-Service Transactions........................................................339
Understanding Customer Self-Service................................................................................................339
Self-Service Access for Higher Education......................................................................................... 339
Roles and Permission Lists.......................................................................................................... 340
Self-Service Page Visibility..........................................................................................................341
Signing In to PeopleSoft CRM Self-Service......................................................................................342
Pages Used to Sign In to PeopleSoft CRM Self-Service............................................................ 342
Sign In Page................................................................................................................................. 342
Forgot Password - Email New Password Page............................................................................344
Forgot Password Page.................................................................................................................. 344
Registering As Personal or Business Users....................................................................................... 345
Pages Used to Register As Personal or Business Users.............................................................. 345
Personal User Registration Page.................................................................................................. 345
Business User Registration Page..................................................................................................346
Register as a Business User for <Company> Page..................................................................... 347
Customer Registration Page......................................................................................................... 347
Registration Confirmation Page................................................................................................... 348
Selecting the Customers That Business Users Represent.................................................................. 349
Page Used to Select the Customers That Business Users Represent........................................... 349
Customer Selection Page..............................................................................................................349
Maintaining Name and Sign-In Information...................................................................................... 350

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Pages Used to Maintain Name and Sign-In Information.............................................................350

Manage Profile - Change Profile Info Page................................................................................ 350
Maintaining Contact Information....................................................................................................... 351
Pages Used to Maintain Contact Information..............................................................................352
Manage Profile - Default Addresses Page................................................................................... 352
Manage Profile - Contact Information Page................................................................................ 353
Maintaining Contact Address Books.................................................................................................. 354
Pages Used to Maintain Contact Address Books........................................................................ 355
Address Book - View Addresses Page........................................................................................ 355
Address Book - View Contacts Page...........................................................................................357
Address Book - Customer's Primary Information Page...............................................................358
Address Book - Create New Address Page................................................................................. 359
Address Book - Create New Contact Page..................................................................................360
Address Book - Select Contact Page........................................................................................... 362
Address Book (New Address) - Select Address Page................................................................. 363
Address Book - Contact Information Page..................................................................................364
Address Book - Update Address Page.........................................................................................365
Maintaining Consumer Contact and Address Information.................................................................366
Pages Used to Maintain Consumer Contact and Address Information........................................367
Maintaining Consumer Address Books.............................................................................................. 367
Pages Used to Maintain Consumer Addresses Books................................................................. 367
Address Book Page...................................................................................................................... 368
Address Book - Delete Confirmation Page................................................................................. 369
Viewing Internal Contacts.................................................................................................................. 369
Page Used to View Internal Contacts.......................................................................................... 369
Contact Directory Page................................................................................................................ 369
Sending Contact Us Messages............................................................................................................370
Page Used to Send Contact Us Messages................................................................................... 370
Contact Us Page........................................................................................................................... 370
Registering Products........................................................................................................................... 372
Pages Used to Register Products................................................................................................. 372
Product Registration Page............................................................................................................ 372
Product Registration - Product Registration Details Page........................................................... 373
Chapter 22: Working with Contacts......................................................................................................375
Understanding Contact Management..................................................................................................375
Managing Contacts..............................................................................................................................376
Pages Used to Manage Contacts..................................................................................................376
My Contacts Page........................................................................................................................ 376
Personalize Filter Settings Page...................................................................................................379
My Contacts - Search Contacts Page...........................................................................................380
Person Page...................................................................................................................................381
Maintaining Contact Groups...............................................................................................................382
Pages Used to Maintain Contact Groups..................................................................................... 382
Group Management Page............................................................................................................. 382
Group Selections Page................................................................................................................. 383
Group Information Page...............................................................................................................384
Chapter 23: Working with Tasks........................................................................................................... 385
Understanding Task Management.......................................................................................................385
Setting Up Task Management.............................................................................................................389
Pages Used to Set Up Task Management.................................................................................... 389
Task Type Page.............................................................................................................................389

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Task Priority Page........................................................................................................................ 392

Task Group Template Page.......................................................................................................... 393
Reset SYNCIDs Page...................................................................................................................396
Managing Tasks.................................................................................................................................. 397
Pages Used to Manage Tasks.......................................................................................................397
Common Elements Used in Managing Tasks.............................................................................. 397
My Tasks Page............................................................................................................................. 398
My Tasks - User Options Page.................................................................................................... 402
Task Details Page......................................................................................................................... 404
My Tasks - Notes Page................................................................................................................ 409
Related Objects for the Task Page...............................................................................................409
Viewing Calendars.............................................................................................................................. 410
Pages Used to View Calendars.................................................................................................... 410
<Daily, Weekly, or Monthly> Calendar of <Name> Page...........................................................411
Another's Calendar for <Name> Page......................................................................................... 411
Chapter 24: Working with Call Reports............................................................................................... 413
Understanding Call Reports................................................................................................................413
Working with Call Reports................................................................................................................. 413
Pages Used to Work with Call Reports....................................................................................... 413
Call Report Details Page..............................................................................................................414
Call Report Details - Related Objects for the Call Report Page..................................................416
Chapter 25: Working with Exchange Integration................................................................................417
Understanding PeopleSoft CRM and Microsoft Exchange Integration..............................................417
PeopleSoft CRM and Microsoft Exchange Integration............................................................... 417
Synchronization of Contacts........................................................................................................ 420
Synchronization of Calendar Entries........................................................................................... 423
Use of Category............................................................................................................................429
Conflict Resolution.......................................................................................................................430
Specifying PIM Users for Synchronization........................................................................................430
Page Used to Specify PIM Users for Synchronization................................................................430
PIM Users Page............................................................................................................................430
Reviewing Synchronization Logs....................................................................................................... 431
Page Used to Review Synchronization Logs...............................................................................431
Error Log Page............................................................................................................................. 431
Chapter 26: Setting Up and Managing Agreements and Warranties................................................ 433
Understanding Agreements and Warranties....................................................................................... 433
Common Elements Used in Agreements and Warranties............................................................ 433
Agreements and Warranties................................................................................................................ 434
Default Agreements............................................................................................................................ 436
Understanding Agreement Pricing......................................................................................................437
Pricing Record Retrieval.............................................................................................................. 438
Line Price Calculations................................................................................................................ 438
Total Price Calculations................................................................................................................439
Price Recalculations..................................................................................................................... 439
Uncoupling Service Pricing from an Agreement.........................................................................440
Defining Service Levels......................................................................................................................440
Pages Used to Define Service Levels.......................................................................................... 441
Understanding Service Levels......................................................................................................441
Service Level Page....................................................................................................................... 441
Cost Category Definition Page.................................................................................................... 443
Defining Entitlements......................................................................................................................... 444

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 Contents

Page Used to Define Entitlements............................................................................................... 444

Understanding Entitlements..........................................................................................................444
Entitlements Page......................................................................................................................... 445
Defining Entitlement Plans................................................................................................................. 447
Page Used to Define Entitlement Plans....................................................................................... 447
Understanding Entitlement Plans................................................................................................. 447
Entitlement Plan Setup Page........................................................................................................ 447
Configuring the CRM System for Agreement Searches.................................................................... 448
Page Used to Configure Agreement Searches............................................................................. 448
Understanding Agreement Searches............................................................................................ 449
Agreement Search Configuration Page........................................................................................ 452
Defining Agreement Templates.......................................................................................................... 455
Pages Used to Define Agreement Templates...............................................................................455
Understanding Agreement Templates.......................................................................................... 455
Agreement Template Page............................................................................................................456
Line Defaults Page....................................................................................................................... 457
Template Line Page...................................................................................................................... 458
Defining Agreements.......................................................................................................................... 461
Pages Used to Define Agreements...............................................................................................461
Understanding Agreement Definitions.........................................................................................461
Agreement Page............................................................................................................................462
Agreement - Scope Details Page................................................................................................. 466
Agreement - Line Defaults Page..................................................................................................467
Agreement - Agreement Line Page............................................................................................. 469
Agreement - Billing Page.............................................................................................................478
Defining Warranties............................................................................................................................ 481
Page Used to Define Warranties.................................................................................................. 482
Understanding Warranty Definition............................................................................................. 482
Warranty Page...............................................................................................................................482
Generating Sales Leads for Agreement Renewal...............................................................................484
Pages Used to Set Up Lead Generation for Agreement Renewal............................................... 485
Understanding Lead Generation for Agreement Renewal........................................................... 485
Setting Up Lead Generation for Agreement Renewal................................................................. 486
General Options Page...................................................................................................................486
Sales Lead Generation for Agreement Renewal Page................................................................. 486
Lead - Discover Page................................................................................................................... 487
Chapter 27: Defining Pricing Information for Services and Support Offerings...............................489
Establishing Pricing Records.............................................................................................................. 489
Page Used to Establish Pricing Records......................................................................................489
Understanding Pricing Records....................................................................................................489
Service Pricing Page.....................................................................................................................492
Chapter 28: Performing Entitlement Searches for Cases and Service Orders..................................497
Understanding Entitlement Searches.................................................................................................. 497
Performing Entitlement Searches....................................................................................................... 502
Pages Used to Perform Entitlement Searches..............................................................................502
Entitlement Match Page............................................................................................................... 502
Chapter 29: Managing PeopleSoft Customer Relationship Management Integration Points..........507
Understanding the Interactive Services Repository............................................................................507
Key Search Features of ISR.........................................................................................................507
Understanding PeopleSoft CRM Integration Points...........................................................................508
Processing PeopleSoft Business Interlinks Transactions....................................................................508

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Contents

Processing Inbound Service Operations............................................................................................. 508

Understanding the Inbound Transaction Architecture................................................................. 508
Processing Outbound Service Operations.......................................................................................... 510
Understanding the Outbound Transaction Architecture...............................................................510
Chapter 30: Setting Up Common Industry Functionality...................................................................513
Understanding Industry-Specific Setup.............................................................................................. 513
Requirements Applicable to All Industries..................................................................................513
Setting Up Common Industry Functionality...................................................................................... 514
Pages Used to Set Up Common Industry Functionality.............................................................. 514
Industry-Specific Page Setup Page.............................................................................................. 514
Industry-Specific Translates Page................................................................................................ 515
Chapter 31: Using the PeopleSoft Data Migration Workbench for Application Data......................517
Understanding the PeopleSoft Data Migration Workbench............................................................... 517
Using Application Data Sets.............................................................................................................. 518
Pages Used in Data Set Migration...............................................................................................518
Data Migration Workbench – Project Definition Page................................................................ 518
Data Migration Workbench - Data Set Content Page..................................................................519
Chapter 32: Using PeopleSoft Fluid User Interface Home Pages.......................................................523
Understanding PeopleSoft Fluid User Interface Home Pages............................................................523
The PeopleSoft Fluid User Interface........................................................................................... 523
Fluid Home Pages........................................................................................................................ 523
Fluid Transactions and Conditional Navigation...........................................................................524
Common Elements Used with PeopleSoft Fluid User Interface..................................................525
Understanding Drop Zones.................................................................................................................525
Find Drop Zone-Enabled Pages................................................................................................... 525
Components Where Drop Zones are Enabled..............................................................................526
Using the HR HelpDesk Manager Home Page..................................................................................528
Page Used as the HR HelpDesk Manager Home Page............................................................... 528
HR HelpDesk Manager Home Page............................................................................................ 528
HR HelpDesk Center Fluid Page................................................................................................. 531
Using the HR HelpDesk Agent Home Page...................................................................................... 533
Page Used as the HR HelpDesk Agent Home Page....................................................................533
HR HelpDesk Agent Home Page................................................................................................ 533
Using the HelpDesk Agent Home Page............................................................................................. 535
Page Used as the HelpDesk Agent Home Page.......................................................................... 535
HelpDesk Agent Home Page....................................................................................................... 535
Using the HelpDesk Manager Home Page.........................................................................................538
Page Used as the HelpDesk Manager Home Page...................................................................... 538
HelpDesk Manager Home Page...................................................................................................538
HelpDesk Center Fluid Page........................................................................................................541

xiv Copyright © 1988, 2020, Oracle and/or its affiliates.

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.

Hosted PeopleSoft Online Help

You can access the hosted PeopleSoft Online Help on the Oracle Help Center. The hosted PeopleSoft
Online Help 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. The hosted PeopleSoft Online Help is available in English only.

To configure the context-sensitive help for your PeopleSoft applications to use the Oracle Help Center,
see Configuring Context-Sensitive Help Using the Hosted Online Help Website.

Locally Installed Help

If you’re setting up an on-premise PeopleSoft environment, and your organization has firewall restrictions
that prevent you from using the hosted PeopleSoft Online Help, you can install the online help locally.
See Configuring Context-Sensitive Help Using a Locally Installed Online Help Website.

Downloadable PeopleBook PDF Files

You can access downloadable PDF versions of the help content in the traditional PeopleBook format on
the Oracle Help Center. 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

• Using PeopleSoft Applications

Most product families 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 family. Whether you are implementing a single application, some
combination of applications within the product family, or the entire product family, you should be familiar
with the contents of the appropriate application fundamentals help. They provide the starting points for
fundamental implementation tasks.

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Preface

In addition, the PeopleTools: 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

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.

. . . (ellipses) Indicate that the preceding item or series can be repeated any
number of times in PeopleCode syntax.

{ } (curly braces) Indicate a choice between two options in PeopleCode syntax.

Options are separated by a pipe ( | ).

[ ] (square brackets) Indicate optional items in PeopleCode syntax.

& (ampersand) When placed before a parameter in PeopleCode syntax,

an ampersand indicates that the parameter is an already
instantiated object.

Ampersands also precede all PeopleCode variables.

⇒ 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

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 Preface

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

• 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)

Translations and Embedded Help

PeopleSoft 9.2 software applications include translated embedded help. With the 9.2 release, PeopleSoft
aligns with the other Oracle applications by focusing our translation efforts on embedded help. We
are not planning to translate our traditional online help and PeopleBooks documentation. Instead we
offer very direct translated help at crucial spots within our application through our embedded help
widgets. Additionally, we have a one-to-one mapping of application and help translations, meaning that
the software and embedded help translation footprint is identical—something we were never able to
accomplish in the past.

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Preface

Using and Managing the PeopleSoft Online Help

Select About This Help in the left navigation panel on any page in the PeopleSoft Online Help to see
information on the following topics:

• Using the PeopleSoft Online Help

• Managing Hosted online help

• Managing locally installed PeopleSoft Online Help

PeopleSoft CRM Related Links

Oracle Help Center

PeopleSoft Online Help Home

PeopleSoft Information Portal

My Oracle Support

PeopleSoft Training from Oracle University

PeopleSoft Video Feature Overviews on YouTube

PeopleSoft Business Process Maps (Microsoft Visio format)

PeopleSoft Spotlight Series

Contact Us
Send your suggestions to psoft-infodev_us@oracle.com. Please include the applications update image or
PeopleTools release that you’re using.

Follow Us
Facebook.

YouTube

Twitter@PeopleSoft_Info.

xviii Copyright © 1988, 2020, Oracle and/or its affiliates.

 Preface

PeopleSoft Blogs

LinkedIn

Copyright © 1988, 2020, Oracle and/or its affiliates. xix

Chapter 1

Getting Started with PeopleSoft Customer

Relationship Management Applications

PeopleSoft CRM Application Fundamentals Overview

This book contains essential information describing the setup and design of PeopleSoft CRM and the use
of features that are common to multiple applications within PeopleSoft CRM, including information on:

• Setting up installation, basic system tables, and security options.

• Setting up and using features that are common to multiple PeopleSoft CRM applications, such as
notes, alternate character, interactive reports, and diagnostic reports.

• Administering worker information.

• Setting up and using interactions and 360-degree views.

• Setting up and using self-service applications.

• Managing relationships with customers.

• Setting up agreements and warranties.

• Managing the portfolio of products that you offer.

Note: This book documents the mechanics of setting up and using common PeopleSoft CRM
functionality. The use of that functionality within a business process, such as order capture or support, is
discussed in the application product documentation.

PeopleSoft CRM Cross-Product Integrations

PeopleSoft CRM applications integrate with each other and with other external systems. Application-
specific integrations are discussed in the application-specific product documentation. The following
integrations apply to multiple products:

• Integration with PeopleSoft Human Capital Management (PeopleSoft HCM) or other similar systems
enables you to synchronize CRM employee records with the system of record for human resources
(HR) data.

• Integration with Oracle E-Business Human Capital Management (Oracle E-Business HCM) or other
similar systems enables you to synchronize CRM employee records with the system of record for HR
data. CRM HelpDesk for Human Resources now offers integration with E-Business Human Capital
Management.

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Getting Started with PeopleSoft Customer Relationship Management Applications Chapter 1

• Integration with PeopleSoft Supply Chain Management (PeopleSoft SCM) or other similar systems
enables you to synchronize customer and product data across systems, which enables many
transactions within PeopleSoft CRM, such as manage materials in PeopleSoft Integrated FieldService
and PeopleSoft Support and order taking and tracking in PeopleSoft Order Capture.

• Integration with PeopleSoft SCM and Financial Management Solutions (FMS) enables you to display
billing information and payment information that is associated with customers in the PeopleSoft CRM
360-Degree View.

• Integration with the PeopleSoft business analysis modeler enables you to view realtime
multidimensional interactive reports that help you analyze and monitor the key performance
indicators in your enterprise.

• Integrations that enable the PeopleSoft CRM system to exchange customers with personal information
managers such as Microsoft Outlook.

• The Credit Card EIP (enterprise integration point) enables you to integrate with third-party credit card
authorization and payment vendors in PeopleSoft Support and the PeopleSoft collaborative selling
applications.

Refer to the implementation topics in this product documentation for detailed information.

PeopleSoft CRM Applications Implementation

PeopleSoft Setup Manager enables you to generate a list of setup tasks based on the features that you are
implementing. Setup tasks include:

• A list of components that you must set up.

This list is the order in which you must setup the components and enter data into them

• Links to the corresponding product documentation.

Other Sources of Information

In the planning phase of implementation, take advantage of all PeopleSoft sources of information,
including the installation guides, data models, business process maps, and troubleshooting guidelines.
A complete list of these resources appears in the preface of the Business Object Management product
documentation, with information about where to find the most current version of each.

Also, see product documentation for PeopleTools: PeopleCode API Reference.

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Chapter 2

Working with Business Units and TableSet

Controls

Understanding Business Units in PeopleSoft CRM

This topic discusses:

• Business unit structure.

• Uses of business units in PeopleSoft CRM.

Business Unit Structure

A business unit represents an operational entity for an application. The structure of a business unit
depends on the requirements of the PeopleSoft CRM application in which the business unit is defined. For
example, you might structure a sales organization (and thus the PeopleSoft Sales CRM business units) on
region lines but structure a support organization (and thus the PeopleSoft Support CRM business units)
around different product lines.

Using business units enables you to group transactions for reporting purposes. Business units do not
have predetermined restrictions or requirements. You can define business units to reflect departmental
functionality, along product lines, or by location. An entire organization might have only one business
unit if every department uses the same processing rules. Diversified companies, such as those that have
multiple cost centers, divisions, or subsidiaries, usually have multiple business units.

PeopleSoft does not deliver predefined business units. You decide how to implement business units in
PeopleSoft applications to reflect the structure of the enterprise. Business units are usually specific to
individual applications: for example, you set up field service business units for the PeopleSoft Field
Service application and Sales business units for the PeopleSoft Sales application. However, some
applications can share business units. For example, PeopleSoft Support and PeopleSoft Help Desk are
both call center applications and can use the same business unit because the nature of their applications is
similar.

You can also relate business units across integrated applications. For example, you can associate call
center business units with field service business units for service order integration and with sales business
units for sales lead integration.

Warning! After you define a structure, you cannot delete a business unit—you can only inactivate
it. Before creating and securing business units, think carefully about how you want to set up the
organizational structure and about what information you want groups of users to access.

Uses of Business Units in PeopleSoft CRM

Transactional data in PeopleSoft CRM is associated with business units. For example, leads belong to
PeopleSoft Sales business units, and service orders belong to PeopleSoft Field Service business units.

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Working with Business Units and TableSet Controls Chapter 2

Business units can control the following types of processing:

• Business logic.

Some features are enabled and disabled at the business unit level rather than at the application level.
For example, PeopleSoft Field Service enables automatic receiving by business unit.

• Reporting and analysis.

You can report and summarize information by business unit. For example, several reports that are in
PeopleSoft Support and PeopleSoft HelpDesk filter data based on business unit.

• Default values.

Values often appear by default for every transaction that is associated with a business unit. For
example, the currency value appears by default for each Sales business unit.

• Filtering of values for prompt fields.

Prompt fields on PeopleSoft transactions components are often populated differently based on
business unit. For example, in PeopleSoft Support you might set up one business unit to handle
software issues and another to handle hardware issues. The values that are available to each business
unit for the case type and product fields differ depending on whether the business unit that handles the
case is set up for software or hardware cases.

• Security.

Business units enable you to control row-level security. You can control access to setIDs by user or
permission list.

See Setting System-Wide Security Options.

Use of Business Units by CRM Applications

You can use the same business unit across applications. You create the business unit in one application,
then use each application's setup component to associate the business unit with each application that uses
the business unit.

See Defining Business Units and TableSet Controls.

Related Links
PeopleSoft Integrated FieldService
"Defining PeopleSoft Marketing Business Units" (PeopleSoft CRM for Marketing Applications 9.2)
"Defining Call Center Business Units" (PeopleSoft CRM 9.2: Call Center Applications)
"Defining Order Capture Business Units" (PeopleSoft CRM 9.2: Order Capture Applications)
"Setting Up Business Units for PeopleSoft Sales" (PeopleSoft CRM 9.2: Sales)

Understanding TableSet Controls in PeopleSoft CRM

This topic discusses:

• TableSet control terminology

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Chapter 2 Working with Business Units and TableSet Controls

• TableSet control scenarios

• TableSet control example

TableSet Control Terminology

The TableSet control architecture uses the following terminology:

TableSet
TableSets are groups of control tables that enable you to share the same control values among multiple
business units. This reduces data redundancy by enabling multiple business units to access shared
information while keeping information such as departments decentralized. You can use business units and
TableSets to associate a business unit with individuals in the enterprise or to specify default values for a
business unit's transactions.

TableSets also enable you to limit data access by associating the business unit with a list of record groups,
each of which is associated with a setID. The setID in turn is associated with one or more values that are
in a control table.

SetID
SetIDs are the labels that identify a TableSet. SetID functionality in PeopleSoft CRM provides a higher
business level for rollup of business unit data in reports and for other purposes. Just as business units
organize the company or organization, setIDs organize data within the system.

Business units are used to group and filter transactions, and setIDs are used to group and filter the setup
data. To create logical groupings of values, you associate setIDs with each value.

For example, you might have two call center business units, one for U.S. operations and one for European
operations. If you sell different products in the U.S. and Europe, then you use two setIDs with the
products: one for U.S. products, and one for European products. You can associate these different product
setIDs with the two call center business units to ensure that call center agents in each geographic region
see only products that are sold in that region. You can also use setIDs to group the different case types that
are handled by the call centers.

Some PeopleSoft tables (control tables and prompt tables) use a setID as a high-level key to identify and
retrieve data from system databases. The setID segregates the data in the control tables, which enables
many business units to share the same set of data on the physical table in the system by grouping values
for filtering purposes.

SetIDs are shared across applications. For example, all PeopleSoft CRM business units have TableSet
controls that determine valid products for each business unit. Therefore, when you establish product
setIDs, you need to consider how products appear in each PeopleSoft CRM application that you plan to
implement.

Control (or Setup) Table

Control tables enable you to establish values for fields that are in transactional pages. For example, the
Case Type control table contains all the valid case types. When a support agent opens a case, the Case
Types table supplies the list of valid types from which the support agent can select.

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Working with Business Units and TableSet Controls Chapter 2

Record Group
Record groups contain similar setup tables. For example, some record groups are specific to call center
setup tables. There is one record group for the tables that contain problem attributes (case type, category,
and so forth), another record group for tables that contain impact attributes (priority and severity), and so
on. Additional record groups control setup tables (for example, products and solutions) that are shared
with other applications.

Setup components in the same record group must use the same setID for a given business unit. For
example, suppose you have two different business units with two different setIDs and you also want to
separate case type by setID. Because case type is in record group RC-03 and category, type, and details
are also in that record group, you must also assign different setIDs for category, type, and details if you
have different setIDs for different case types.

When a record is in a given record group, views that contain the record are also in the record group if the
views are keyed by setID. Related language records do not necessarily appear in the record group.

PeopleSoft-delivered setup tables are already organized into record groups. Not all record groups are
relevant to all business units. For example, case attribute record groups are relevant to call center business
units, but not to sales business units. You can look at the TableSet definition for an existing business unit
to see which record groups are used by which application.

TableSet Controls
TableSet controls associate business units with record groups and setIDs. Each business unit has its own
TableSet control, which is stored on the TableSet Record Group Control table. You can associate a setID
for each individual record group to a business unit.

You can use either a business unit or a setID to set up PeopleSoft CRM TableSet controls. For example,
if you are in the product component (in which case, the underlying record is keyed by setID) and you
prompt on a field that is also keyed by setID, PeopleTools actually looks for the setID of the prompt
record by passing in the product setID.

Note: The pages where you set up and review setIDs, record groups, and TableSet controls are part of
PeopleTools. Because PeopleTools supports TableSet controls based on attributes other than business unit,
the PeopleTools documentation uses the generic term set control field.
Since PeopleTools doesn't always use business unit, it is important that you set up both the setID and the
business unit.

See PeopleTools: Application Designer Developer's Guide and PeopleTools: Lifecycle Management
Guide.

TableSet Control Scenarios

Not every organization needs to use the more complex TableSet control capabilities. Consider these
scenarios as you decide how to use TableSet controls:

• You have only one business unit.

All of the setup data is valid for that business unit. Therefore, you only need one setID. When you
create the business unit, specify this setID as the default. The system creates the TableSet control.

• Multiple business units use all the same setup data.

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Chapter 2 Working with Business Units and TableSet Controls

All of the setup data is valid for all business units. Therefore, you still only need one setID. When you
create business units, specify this setID as the default for all business units, and the system creates
TableSet controls.

• Multiple business units use separate sets of setup data.

In this scenario, you have one set of setup data for each business unit. Therefore, you need one setID
per business unit. As you create each business unit, you specify its default setID. Once again, the
system creates TableSet controls for you.

• Multiple business units use some shared setup data and some unique setup data.

This is the only scenario in which you have to configure the TableSet controls. The business units use
different setIDs for different record groups, and therefore the default setID is not valid for all record
groups. You still specify a default setID when you create each business unit, but you must override the
default later.

TableSet Control Example

The following diagram illustrates the most complex TableSet control scenario: multiple business units use
some shared setup data and some unique setup data.

The diagram represents the business units and setIDs that are established by an organization with three
call center business units, one for its U.S.-based help desk operations, one for its U.S. support operations,
and one for its European support operations.

The organization has these requirements for sharing setup data:

• There are two sets of case problem attributes (record group RC_03): one for the two support business
units and one for the help desk business unit.

• There is one set of case impact attributes (record group RC_04); all three business units share the
values.

• There are two sets of communication channel attributes (record group RC_07): one set for the U.S.-
based business units and one for the European business unit.

This diagram illustrates the tables that manage the relationship between business units, record groups, and
setIDs:

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Working with Business Units and TableSet Controls Chapter 2

Image: Business units, SetIDs, and TableSet controls

This diagram illustrates the tables that manage the relationship between business units, record groups, and
setIDs.

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Chapter 2 Working with Business Units and TableSet Controls

Image: Business units, SetIDs, and TableSet controls (continued)

This diagram illustrates the tables that manage the relationship between business units, record groups, and
setIDs (continued):

Notice the following details in the diagram:

• Values that are valid for more than one setID are entered for each setID for which they are valid.

For example, both the help desk business unit and the support business units have a case type of
Problem. The different business units cannot share this value because they are associated with
different setIDs. Therefore, the problem case type is set up twice in the Case Type table: once under
the HDESK setID, and once under the SUPRT setID.

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Working with Business Units and TableSet Controls Chapter 2

Setting up case types is simple, involving only a setID, a unique identifier, and descriptive
information. But for more complex setup tables (for example, the product table), duplicate data
becomes difficult to maintain. The more complex the setup tables are, the more you have to gain by
sharing values across business units.

• The Case Type table is part of the record group for case problem attributes (RC_03). Therefore, the
values for all tables that are in the RC_03 record group are split into help desk values (associated with
the HDESK setID) and support values (associated with the SUPRT setID).

• The preceding diagram illustrates two different ways of handling setIDs when values are shared by
some, but not all, business units:

• You can have setIDs that correspond to the specific groups of values, as the setup for the record
group for case problem attributes (RC_03) illustrates: there is one setID for the support business
unit and another setID for the help desk business unit.

• You can use a general-purpose setID, such as SHARE, for shared values and use other setIDs on
an exception basis, as the setup for the communication channels record group (RC_07) illustrates.

• The system uses the default SETID table to determine default values for the setIDs that are associated
with each record group in a new business unit. For example, a setID US100 might use US100 for
most setIDs but use SHARE for departments. If you define US100 as the default setID for the a new
business unit, then the new business unit also uses US100 for all setIDs except departments, for which
it uses SHARE.

Defining Business Units and TableSet Controls

To define tablesets, use the TableSet ID (SETID_TABLE) component.

This topic provides an overview of the TableSet control setup process and lists the pages used to define
TableSet controls.

Pages Used to Define Business Units and TableSet Controls

Page Name Definition Name Usage

Call Center BU Page BUS_UNIT_RC1 Create a call center business unit and its
default setID.

FieldService Business Unit Page BUS_UNIT_RF1 Create a field service business unit and
its default setID.

Marketing Definition Page RA_BUS_UNIT_TBL Create a marketing business unit and its
default setID.

Internal (order capture definition) Page BUS_UNIT_RO1 Create an order capture business unit and
its default setID.

Quality Definition Page RQ_BUS_UNIT_TBL Create a quality business unit and its
default setID.

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Chapter 2 Working with Business Units and TableSet Controls

Page Name Definition Name Usage

Sales Definition Page RSF_BUS_UNIT_TBL Create a sales business unit and its
default setID.

Define Change Management Page BUS_UNIT_TBL_RG Create a change management business

unit and its default setID.

Online Marketing Definition Page BUS_UNIT_TBL_RY Create a change management business

unit and its default setID.

TableSet ID Page SETID_TABLE Create a setID.

TableSet Control Page SET_CNTRL_TABLE1 Review and modify a business unit's

TableSet control (which setID is used for
which record group).

Record Group Page REC_GROUP_TABLE Review the records that are included in a
record group.

TableSet Control Setup

When you create a new business unit, the system creates a setID with the same name as the business unit.
The newly created TableSet control associates all record groups with that setID. This is a convenient
shortcut when you have multiple business units with identical or similar TableSet controls.

This diagram illustrates the TableSet control setup process.

Image: TableSet control setup process

This diagram illustrates the TableSet control setup process.

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Working with Business Units and TableSet Controls Chapter 2

To define a business unit's TableSet control:

1. Create the business unit on the appropriate application-specific page.

The system creates a default setID corresponding to the business unit name.

If the business unit uses only its default setID, you are finished; continue to the next step only if the
business unit uses setIDs that are other than its defaults.

2. Use the TableSet Control page to create additional setIDs.

3. Use the Record Group page (in the TableSet Control component) to map setIDs to record groups.

If necessary, use the Record Group page (in the Record Group component) to review which records are in
each record group.

In addition to setting up business units and setIDs, you must set up appropriate security.

See Understanding PeopleSoft CRM Security.

Note: The pages where you set up and review setIDs, record groups, and TableSet controls are part of
PeopleTools. Because PeopleTools supports TableSet controls based on attributes other than business unit,
the PeopleTools documentation uses the generic term set control field.
You can use either a business unit or a setID to set up PeopleSoft CRM TableSet controls. For example,
if you are in the product component (in which case, the underlying record is keyed by setID) and you
prompt on a field that is also keyed by setID, PeopleTools actually looks for the setID of the prompt
record by passing in the product setID.
Since PeopleTools doesn't always use business unit, it is important that you set up both the setID and the
business unit.

See the following product documentation:

• PeopleTools: Application Designer Developer's Guide

• PeopleTools: Getting Started with PeopleTools

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Chapter 3

Setting Up General Options

Understanding PeopleSoft CRM General Options

This topic discusses:

• Automatic numbering.

• Installation options.

• Regions.

PeopleSoft CRM general options are the basic control values that apply to multiple PeopleSoft CRM
applications.

Automatic Numbering
The system can automatically generate unique numeric identifiers for many PeopleSoft CRM objects
by tracking the last number used and increasing the number by one for each new object. Autonumbers
come from several sources: autonumbering rules, last numbers, and PeopleTools global unique identifiers
(PeopleTools GUIDs).

If you need to autonumber in increments that are greater than one, use the
GetNextNumberWithGapsCommit()function.

Autonumbering Rules
When you set up autonumbering rules, specify number prefixes and set the length of the identifier. You
can use different rules for different setIDs.

Depending on how you set up autonumbering, duplication of numbers between business units can occur.
For example, suppose that you use PeopleSoft Computer/Telephony Integration (PeopleSoft CTI) and
callers key in a number, such as a service order ID, that is generated through autonumbering rules; you
must set up autonumbering to ensure that the number is unique across all business units.

To review which objects use autonumbering rules, review the number types that you can select on the
Auto Numbering page.

See Setup Auto Numbers Page.

SetIDs and Autonumbering

Certain objects that are not keyed by business unit or setID are hard-coded to use rules that are set up
under the SHARE or NONE setIDs. In this case, if you set up an autonumbering rule for any of these
objects under a regular setID (for example, CRM01), the system uses the rule of the setID that is hard-
coded to this object when it assigns the next number to a new record. As a result, the autonumbering rule
of the NONE setID, not CRM01, is used.

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Setting Up General Options Chapter 3

Last Numbers
Enter only the last number that the system uses to create new identifiers. For each object that uses this
method, PeopleSoft delivers a row of data in the Last Number table (PS_RC_LAST_NBR_TBL). You can
review the data and change the starting number, but that is the only necessary setup.

Numbers are not associated with setIDs, which means that the numbers are guaranteed unique across the
system.

To review which objects use last numbers, review the data that appears on the Last Numbers page.

See Last Number Setup Page.

Last Number Types

PeopleSoft delivers PeopleSoft CRM with a set of last number types and a predefined Last Number table
which includes the last number types that are required for the core PeopleSoft CRM applications. When
you add PeopleSoft CRM applications for specific vertical markets, you must add last number types for
objects used by those applications to avoid system errors that result from the object having no entry in the
Last Number table.

For example, the following error might occur:

While trying to create the Time Header record, an error has occurred. If the error continues to happen,
contact your Systems Specialist. RC_CASE.BUSINESS_UNIT.SavePreChange (Record PeopleCode).

To resolve this error, add the last number type, TIME_SHEET_ID, for the SHARE setID (or the specific
setID that you have defined).

See Understanding PeopleSoft CRM General Options.

PeopleTools GUIDs
GUIDs are used only where the number is not visible online; there is no setup associated with these
objects. For instance, business object IDs use GUIDs.

Installation Options
Installation options include system settings for PeopleSoft CRM products that you installed. The system
options that you set determine:

• Which PeopleSoft CRM products you are using.

• Defaults for system options and data, such as country, market, and exchange rate calculations.

See Calculating Currency Exchange.

• The standard work week used to determine the start and end time of holidays and to determine worker
availability for assignments.

See Calendar Options Page.

• The character set that the system uses for languages whose symbols are not easily represented by a
single-byte code.

See Understanding Alternate Character.

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Chapter 3 Setting Up General Options

• What data is available to the HR HelpDesk application.

See "Understanding Enterprise Integration Technology" (PeopleSoft CRM 9.2: Business Object
Management).

• How different applications perform contractual pricing and billing.

See Establishing Pricing Records.

Regions
You can associate regions with customer and worker addresses, provider groups (as part of the group
assignment criteria), sales territories, and product definitions.

See Setting Up Regions.

Setting Up Automatic Numbering

To set up automatic numbering, use the Automatic Numbering (AUTO_NUM_PNL) component.

This topic discusses how to set up autonumbering rules.

Pages Used to Set Up Automatic Numbering Rules

Page Name Definition Name Usage

Setup Auto Numbers Page AUTO_NUM_PNL Define automatic numbering for objects
that use numbering rules.

Last Number Setup Page RC_LAST_NBR_TYPE Specify last numbers for objects that use
last numbers in autonumbering.

Setup Auto Numbers Page

Use the Setup Auto Numbers page (AUTO_NUM_PNL) to define automatic numbering for objects that
use numbering rules.

Navigation

Set Up CRM > Common Definitions > Codes and Auto Numbering > Automatic Numbering > Setup
Auto Numbers

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Setting Up General Options Chapter 3

Image: Setup Auto Numbers page

This example illustrates the fields and controls on the Setup Auto Numbers page.

Note: If you have PeopleSoft Integrated FieldService installed and you are setting up autonumbering for
service order IDs (SO_ID), you must also set up autonumbering for timesheets, material IDs and manage
expenses IDs or you will receive an error message when using the application.

SetID Displays the setID that controls the numbering rules. A few
objects are hard-coded to use either the SHARE or NONE
setID.

See Automatic Numbering.

Number Type Displays the type of object whose rules you are setting up or
displaying.

Field Name Displays the field where the number is stored—for most objects,
this is the object identifier. The system enters the appropriate
field name based on the number type.

Length Displays the length of the field, so that you are sure that the
numbers that you generate are not too large for the field.

Start Seq (start sequence) Enter a prefix that is placed in front of the number. The prefix
can contain up to three alphanumeric characters. A start
sequence of three zeroes (“000”) indicates that no prefix is used.

Note: PeopleSoft CTI requires that all user inputs are either
all numbers or all letters, but not a mix. Certain autonumbered
fields that PeopleSoft CTI users enter (for example, IDs for
orders, service orders, and customers) normally can contain a
mix of numbers and letters, but if you use PeopleSoft CTI, give
these fields autonumbering definitions that use just one or the
other.

Max Length (maximum length) Enter the maximum length of the number. This cannot exceed
the length of the field.

Last Number Issued Enter the last number issued. Automatic numbering begins with
the next number.

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Chapter 3 Setting Up General Options

Default? Select the autonumbering rule to use by default when the

start sequence is not specified. If more than one row of
autonumbering rules exists, you can activate only one as the
default.

Last Number Setup Page

Use the Last Number Setup page (RC_LAST_NBR_TYPE) to specify last numbers for objects that use
last numbers in autonumbering.

Navigation

Set Up CRM > Common Definitions > Codes and Auto Numbering > Last Numbers > Last Number
Setup

Image: Last Number Setup page

This example illustrates the fields and controls on the Last Number Setup page.

Note: Not all rows that appear on the Last Number Setup page appear here.

Object Type Displays the objects for which you can set up autonumbering.
The installation process creates a row for each object whose
numbering you manage on this page.

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Setting Up General Options Chapter 3

Record (Table) Name and Field Enter the table and field name of the object.
Name

Last Number Enter the last identification number that is in use for this object.
Automatic numbering begins with the next number.

The numbers from 0 to 20000 are reserved for delivered data.

Click the Test icon to increase the last number by one and test
the autonumbering functionality.

Add a New Last Number Type Click this button to select a new last number type from a list of
last number types. When you add a last number type, you must
specify the Object Type, Record (Table) Name, and Field Name
with which it is associated.

Setting Up PeopleSoft CRM Application Installation Options

To set up PeopleSoft CRM Application Installation Options, use the Installation Options
(RB_INSTALLATION) and Manufacturer (MANUFACTURER) components.

Pages Used to Set Up PeopleSoft CRM Application Installation Options

Page Name Definition Name Usage

General Options Page RB_INSTALLATION Set up the applications that you are using
and enter other general options.

Calendar Options Page RF_INSTALLATION Set up the standard workday and

workweek for the enterprise at the time
of installation.

Alt Character Page ALT_CHAR_PNL Set up the alternate characters that the
system uses for a specific language code.

Billing and Pricing Options Page RB_INTEGRATION Select options for contractual billing and
pricing.

Manufacturers Page MANUFACTURER Set up manufacturers for asset

integration.

General Options Page

Use the General Options page (RB_INSTALLATION) to set up the applications that you are using and
enter other general options.

Navigation

Set Up CRM > Install > Installation Options > General Options

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Chapter 3 Setting Up General Options

Image: General Options page (1 of 2)

This example illustrates the fields and controls on the General Options page (1 of 2).

Image: General Options page (2 of 2)

This example illustrates the fields and controls on the General Options page (2 of 2).

Use the General Options page (RB_INSTALLATION) to specify information for credit card transactions.

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Setting Up General Options Chapter 3

Navigation

Set Up CRM > Install > Installation Options

Image: General Options page (1 of 2)

This example illustrates the fields and controls on the General Options page (1 of 2).

Image: General Options page (2 of 2)

This example illustrates the fields and controls on the General Options page (2 of 2).

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Chapter 3 Setting Up General Options

Country If no Country value is defined in the credit card extension's

Country field, the system uses this value.

Credit Card Verification Number If this check box is selected, then the Credit Card Service
Required extension will require the entry of a valid credit card verification
code before it will successfully process a credit card transaction.

Hosted Payment Integration If selected hosted payment options, the system takes the input
from each component and transfers control of the transaction
to a third-party hosted site, CyberSource. Users are then
transferred within the current browser window to the card
processor's site during checkout where they will enter their card
data for approval.

There are three major areas of risk in electronic payment transactions: collection of data, storage, and
transmission. In this regard, customers are seeking ways to mitigate the risk of security breaches in
all areas. Many credit card payment processors provide solutions that allow merchants (customers) to
redirect their customers to the suppliers’ hosted web pages for the purpose of collecting and processing
the electronic payment information, thereby avoiding much of the PCI compliance issues around
collection, transmission and storage of sensitive credit card data. This feature integrates the Online
Marketing (OLM) Dialog Execution Server (DES) with the CyberSource Hosted Order Page (HOP). HOP
refers to the third-party where payment processing takes place. This allows a dialog to be presented to
a consumer, allowing the consumer to provide payment as part of the dialog flow. The payment process
takes place on a third-party system, which returns receipt details to OLM. Only receipt details are stored
in the PeopleSoft database; sensitive data like credit card information will not be stored in the PeopleSoft
system.

This enhancement allows PCI compliant payments from Online Marketing dialogs such as Event
registration.

See CyberSource Hosted Order Page User’s Guide and PeopleSoft Enterprise Customer Relationship
Management 9.2 Installation Guide.

PeopleSoft Products
This section displays the PeopleSoft applications that can be installed in the database. Select the
applications that are already installed in the system.

Product Options
Higher Education Having Higher Education check box enabled assigns the
Higher Education Sales display template for Sales Lead &
Opportunity components. For more information please refer
"Higher Education for Sales" (PeopleSoft CRM 9.2: Sales)

Offer Management With this option enabled, whenever the offer status is changed to
completed/ready for use, a detailed offer message is triggered to
the third party system with the details of the completed offers.

Oracle Data Librarian This product works in association with Oracle Customer Data
Hub product (CDH). Select this check box to enable the Oracle
Data Librarian as a licensed product. This allows PeopleSoft
CRM users to initiate requests to merge duplicate customers.

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Setting Up General Options Chapter 3

These requests are sent to the CDH Data Librarian’s queue for
evaluation.

Third Party Optimization We allow customers to integrate to a third party optimization

engine for automated, real-time, self-learning offers. Third Party
Optimization option must be selected when using a third party
engine to retrieve offer recommendations.

General Options
Country Enter the country code for the installation.

Exchange Rate Type Enter the exchange rate that you are using for this PeopleSoft
installation.

Market Select the market for which PeopleSoft CRM is licensed. This
is Global, unless you license one of the industry applications. In
that case, use the market that is applicable to that industry.

Agreement Renewal Lead Time Enter the number of days that you want the system to use to
notify you when agreement need to be renewed.

Collector/Credit Analyst Req. Select this check box to make the Collector/Credit Analyst field
(collector/credit analyst required) a required field.

360-Degree Search Context Select this option to control the behavior of the 360-Degree
View search page. When you select this option, business object
information from the 360-Degree View search page remains in
system memory. The system uses this information to bypass the
search page and retrieve the same business object information
the next time the user accesses the 360-degree view as long
the current user session is active and the interaction for that
business object is still open.

Credit Card Options

Hosted or the SOAP payment Hosted or the SOAP payment integration. If SOAP integration
integration is selected then the Credit Card Verification Required checkbox
is enabled, otherwise will be disabled. If you select Hosted
Payment option, this discontinue storage of credit card
information in all components and alter the user interface
accordingly at transaction points and the Customer Data Model
card maintenance page.

Credit Card Verification Number Select this option to make entering verification number
Required mandatory when users enter credit card information as
billing method for transactions such as cases, service orders,
agreements, sales orders, and prepaid wireless services.

The system generates an error message if this option is selected

and a user does not provide a verification number prior to

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Chapter 3 Setting Up General Options

submitting credit card data. In the case of an order, it is put on

credit card hold if the verification number is not present.

See Understanding Credit Card Verification Number Encryption.

HCM Competency Option

Use Only Evaluation Type If you use the Person Competency EIP to synchronize data
with PeopleSoft Human Capital Management (PeopleSoft
HCM), select the type of evaluation that is considered a valid
competency profile.

Related Case Processing

Number of Child Cases Enter the value below which the Case Relationship AAF action
will process the cascade in real time. If the number of child
cases for a related case status cascade is equal to or more than
the value specified in this field, the status cascade will be
processed as a batch job.

Sales Options
Allow Prospects Select this option if you want to allow Sales users to enter
prospects (potential customers and contacts that are not saved to
the CDM) into the system.

Prospect information is available only in the transaction for

which it is created.

See "Prospects" (PeopleSoft CRM 9.2: Sales).

Calendar Options Page

Use the Calendar Options page (RF_INSTALLATION) to set up the standard workday and workweek for
the enterprise at the time of installation.

Navigation

Set Up CRM > Install > Installation Options > Calendar Options

Note: You need to define work week information only if you want to create entries on worker calendars
automatically when a service order is assigned.

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Setting Up General Options Chapter 3

Image: Calendar Options page

This example illustrates the fields and controls on the Calendar Options page.

Default Work Days Select the check box for each standard workday.

Start Time and End Time Enter the default start and end times for the workdays you
selected.

Alt Character Page

Use the Alt Character page (ALT_CHAR_PNL) to set up the alternate characters that the system uses for
a specific language code.

Navigation

Set Up CRM > Install > Installation Options > Alt Character

Image: Alt Character page

This example illustrates the fields and controls on the Alt Character page.

See Understanding Alternate Character.

Billing and Pricing Options Page

Use the Billing and Pricing Options page (RB_INTEGRATION) to select options for contractual billing
and pricing.

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Chapter 3 Setting Up General Options

Navigation

Set Up CRM > Install > Installation Options > Billing and Pricing Options

Image: Billing and Pricing Options page

This example illustrates the fields and controls on the Billing and Pricing Options page.

Related Links
"Understanding Order Capture Setup" (PeopleSoft CRM 9.2: Order Capture Applications)
Establishing Pricing Records

Manufacturers Page
Use the Manufacturers page (MANUFACTURER) to set up manufacturers for asset integration.

Navigation

Set Up CRM > Common Definitions > Manufacturers > Manufacturers

Image: Manufacturers page

This example illustrates the fields and controls on the Manufacturers page.

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Setting Up General Options Chapter 3

Enter a short and long description of the manufacturer in the corresponding fields. Use this page only if
you are setting up asset integration with PeopleSoft Financials. The manufacturers that you set up here
appear as selections for the Manufacturer field on the Installed Product, Installed Asset, and Product
Mapping for Hardware Assets pages.

Note: Certain setIDs, like SHARE, contain manufacturer data that is brought over from PeopleSoft
Financials. For these setIDs, you cannot enter values for new manufacturers. In these situations, all values
for new manufacturers for the setID must be defined on the FMS system and synchronized to CRM from
that source. Manufacturer values are shown in read-only format on the CRM database for these setIDs.

Setting Up Regions
To set up regions, use the Region (RB_REGION) component.

This topic discusses how to set up regions.

Page Used to Set Up Regions

Page Name Definition Name Usage

Region Page RB_REGION Set up regions for use with various

PeopleSoft CRM transactions.

Region Page
Use the Region page (RB_REGION) to set up regions for use with various PeopleSoft CRM transactions.

Navigation

Set Up CRM > Common Definitions > Location > Region Codes > Region

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Chapter 3 Setting Up General Options

Image: Region page

This example illustrates the fields and controls on the Region page.

Category Select to indicate how PeopleSoft CRM references this region:

• Geography: Use this region in addresses, provider group

and worker assignment criteria, and pricing definitions.

• Product Sales: Use this region in product definitions to

define where the product is sold.

• Territory Assignment: Use this region when defining

territories in PeopleSoft CRM Sales.

Status Select Active or Inactive.

Region Type Select a type that describes the basis for regional divisions.
General-purpose types are Country, Phone, Postal, Region,
and State. Region is the most generic value, used when none of
the other values apply.

Parent Region ID Enter the region ID for the parent of the region that you are
entering. This field sets up the hierarchical relationship for
regions and enables you to create parent and child relationships.

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Setting Up General Options Chapter 3

Region Hierarchy Displays the entire regional hierarchy, including the current
region.

Setting Up Locations
To set up locations, use the Location (LOCATION_TBL) and Location Timezone
(RB_LOC_TIMEZONE) components.

This topic discusses how to set up locations.

Pages Used to Set Up Locations

Page Name Definition Name Usage

Location Definition Page LOCATION_TBL Define a physical location such as

corporate headquarters, a branch office,
or a remote sales office.

Location Detail Page LOCATION_TBL2 Enter details for the selected location.

Location Timezones Page RB_LOC_TIMEZONE Associate locations with time zones.

Location Definition Page

Use the Location Definition page (LOCATION_TBL) to define a physical location such as corporate
headquarters, a branch office, or a remote sales office.

Navigation

Set Up CRM > Common Definitions > Location > Location > Location Definition

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Chapter 3 Setting Up General Options

Image: Location Definition page

This example illustrates the fields and controls on the Location Definition page.

Status Select the status of this record as of the associated effective

date: Active or Inactive.

Country Select the country for the location. The system adjusts the other
address fields based on the address format that is defined for the
selected country.

In City Limit If you provide data to a third-party tax provider, selecting

this check box identifies the location as one that is subject to
applicable city taxes.

Location Detail Page

Use the Location Detail page (LOCATION_TBL2) to enter details for the selected location.

Navigation

Set Up CRM > Common Definitions > Location > Location > Location Detail

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Setting Up General Options Chapter 3

Image: Location Detail page

This example illustrates the fields and controls on the Location Detail page.

Attention Enter the name of the person whose name should appear in the
Attention field for correspondence for the location.

Location Detail Enter descriptive text about the location.

Location Timezones Page

Use the Location Timezones page (RB_LOC_TIMEZONE) to associate locations with time zones.

Navigation

Set Up CRM > Common Definitions > Location > Location Timezones > Location Timezones

Image: Location Timezones page

This example illustrates the fields and controls on the Location Timezones page.

SetID Enter the setID for the locations that you want to view.

Location Code Enter a full or partial location code for the locations that you
want to view.

Show Unassigned Rows Only Select to view only locations without a time zone.

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Setting Up Address Formats and Values

To set up address formats and values, use the Country (COUNTRY_TABLE) and State (STATE_DEFN)
components.

This topic discusses how to set up address information.

Pages Used to Set Up Addresses

Page Name Definition Name Usage

Country Description Page COUNTRY_DEFN Update country information.

Address Format Page ADDR_FORMAT_TABLE Specify formats for addresses so that

they conform to the customary address
format and conventions of the specified
country.

State Page STATE_DEFN Add or review a state or province code.

PeopleSoft delivers applications with
fully populated state code tables (PS_
STATE_TBL) and updates these tables as
boundaries and designations change.

Country Description Page

Use the Country Description page (COUNTRY_DEFN) to update country information.

Navigation

Set Up CRM > Common Definitions > Location > Country > Country Description

Image: Country Description page

This example illustrates the fields and controls on the Country Description page.

The PeopleSoft system contains fully populated country code tables (PS_COUNTRY_TBL). PeopleSoft
updates these tables as national boundaries and designations change.

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Setting Up General Options Chapter 3

2-Char Country Code (two-character Enter the value-added tax registration ID.
country code)

EU Member State (European Union Select this check box to use euro conventions to translate
member state) currencies for this country.

Address Format Page

Use the Address Format page (ADDR_FORMAT_TABLE) to specify formats for addresses so that they
conform to the customary address format and conventions of the specified country.

Navigation

Set Up CRM > Common Definitions > Location > Country > Address Format

Image: Address Format page

This example illustrates the fields and controls on the Address Format page.

Available Select to activate the corresponding address field and its label
for inclusion as part of the standard address format for this
country. When they are entering addresses, users enter a country
code, and the system updates the page to display the fields that
are appropriate for the specified country.

Note: To hide the field for a given country, you must both clear
the Available field and blank out the Label field.

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Chapter 3 Setting Up General Options

Label Enter field labels to configure the address format so that it

conforms to the country’s address requirements. For example,
if you enter Province or Department in the state label field,
this value appears as the label of the field on the address page
instead of State.

Postal Search Select this check box to activate postal searching functionality
for Dutch, Japanese, or UK addresses. For the UK, when you
select this check box, the system makes the fields that are in the
PeopleSoft GB Systems Information group box available for
entry.

GB (Great Britain) System Information

This group box is used for UK addresses. It displays only if you have the Information Management
Toolkit installed and configured. With this GB Information Management application installed, you can
look up UK addresses by entering a postcode and, optionally, a house name or number.

National Registry Directory Enter the location of the data files containing the postcode
information.

Configuration File Prefix Enter the location of the PeopleSoft-supplied configuration file
(PS_GBSYS.INI).

State Page
Use the State page (STATE_DEFN) to add or review a state or province code.

PeopleSoft delivers applications with fully populated state code tables (PS_STATE_TBL) and updates
these tables as boundaries and designations change.

Navigation

Set Up CRM > Common Definitions > Location > State

Image: State page

This example illustrates the fields and controls on the State page.

The PeopleSoft system contains fully populated state code tables, complete with descriptions.

Numeric Code Enter a code for statistical and reporting purposes.

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Setting Up General Options Chapter 3

Important! You must enter a numeric code for states to display in the lookup for the License Issued By
field in the Worker, Consumer, or Contact profile information.

Setting Up Salutation Codes

To set up salutation codes, use the Salutation Table (SALUTATION_TABLE) component.

This topic discusses how to set up salutation codes that are used in correspondence.

Page Used to Set Up Salutation Codes

Page Name Definition Name Usage

Salutation Code Page SALUTATION_TABLE Set up salutations for correspondence

with customers.

Salutation Code Page

Use the Salutation Code page (SALUTATION_TABLE) to set up salutations for correspondence with
customers.

Navigation

Set Up CRM > Common Definitions > Customer > Salutation Table > Salutation Code

Image: Salutation Code page

This example illustrates the fields and controls on the Salutation Code page.

Enter the code and descriptions for the salutation that you want to use in correspondence and with
customers.

Defining Alpha Indexes

This section provides an overview and describes how to define alpha (alphabetic) indexes.

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Chapter 3 Setting Up General Options

Page Used to Define Alpha Indexes

Page Name Definition Name Usage

Alpha Index Definition Page RD_ALPHA_IDX_DEFN Define alphabetic indexes that are used
to filter a user's account list and contact
list.

Understanding Alpha Indexes

Alpha indexes are primarily used by the Sales application. An alpha index enables users to quickly locate
all customers whose names begin with a certain letter or sequence of letters, similar to using a rolodex.
The alpha index appears on account management and contact management pages and consists of the
letters of the alphabet, by default.

You can modify the default index and define different alpha indexes for each installed language.
Additionally, you can assign different alpha indexes for each user.

Related Links
Sales Page

Alpha Index Definition Page

Use the Alpha Index Definition page (RD_ALPHA_IDX_DEFN) to define alphabetic indexes that are
used to filter a user's account list and contact list.

Navigation

Set Up CRM > Common Definitions > Customer > Alpha Index Definition > Alpha Index Definition

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Setting Up General Options Chapter 3

Image: Alpha Index Definition page

This example illustrates the fields and controls on the Alpha Index Definition page.

UI Character Enter the characters that identify this index on the user interface.

For example, to define an index that encompasses the letters A

through C, enter A-C.

Search String Enter the search characters, separated by commas.

For example, to search for names beginning with the letters A,

B, or C, enter A, B, C.

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Setting Up Payment Terms

To set up payment terms, use the Payment Terms (RB_PAY_TERMS) component.

This topic describes how to set up payment terms.

Pages Used to Set Up Payment Terms

Page Name Definition Name Usage

Payment Terms Page RB_PAY_TERMS Define codes for payment terms and
enter descriptive information and
effective dates.

Payment Terms Page

Use the Payment Terms page (RB_PAY_TERMS) to define codes for payment terms and enter descriptive
information and effective dates.

Navigation

Set Up CRM > Common Definitions > Customer > Payment Terms > Payment Terms

Image: Payment Terms page

This example illustrates the fields and controls on the Payment Terms page.

Add the setID and payment term ID when you are adding a new payment term. Then, enter an effective
date, status, and long and short descriptions.

Defining Units of Measure

To define units of measure, use the Units of Measure (UNITS_OF_MEASURE) component.

This topic discusses how to define units of measure.

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Setting Up General Options Chapter 3

Pages Used to Set Up Units of Measure

Page Name Definition Name Usage

Unit of Measure Page UNITS_OF_MEASURE Define units of measure.

Unit of Measure Page

Use the Unit of Measure page (UNITS_OF_MEASURE) to define units of measure.

Navigation

Set Up CRM > Common Definitions > Unit Of Measure > Unit of Measure

Image: Unit of Measure page

This example illustrates the fields and controls on the Unit of Measure page.

Conversion Rate Enter a conversion rate to use as the default conversion rate
between the unit of measure shown at the top of the page and
the unit of measure listed in the Convert To field. The system
automatically calculates the inverse conversion rate.

Related Links
"Defining and Maintaining Items" (PeopleSoft CRM 9.2: Product and Item Management)
"Understanding Item Definition in PeopleSoft CRM" (PeopleSoft CRM 9.2: Product and Item
Management)

Setting Up Data Archiving

Data archiving enables you to improve system performance by using online storage for only those
transactions that users are likely to access. Other transactions are archived.

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Chapter 3 Setting Up General Options

Archiving is performed in the PeopleSoft Data Archive Manager using archive templates that are defined
for PeopleSoft CRM tables. This is a list of the archive templates that are defined in PeopleSoft CRM:

Object Template

Interactions RI_INTER

Leads RSF_LEAD

Orders RO_HDR1

Quotes RO_HDR1

Marketing Lists RA_LIST

Chat Logs RB_CHAT

Call Center Worklist Entries WL_CASE

Case RC_CASE

Business Projects RC_BP

Service Order RF_SO_HR

See PeopleTools: Data Management product documentation.

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Chapter 4

Setting Up Security and User Preferences

Understanding PeopleSoft CRM Security

This topic discusses:

• Security building blocks.

• Security terminology.

• PeopleTools security.

• Application security.

• Distributed security.

Security Building Blocks

This diagram provides an illustration of the different layers of security that are delivered in the
PeopleTools and Customer Relationship Management security infrastructure. This topic will cover each of
these security building blocks to assist you in implementing the security needed for your enterprise.

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Setting Up Security and User Preferences Chapter 4

Image: Security building blocks

This diagram provides an illustration of the different layers of security that are delivered in the
PeopleTools and Customer Relationship Management security infrastructure.

PeopleTools security controls row-level access to transactions. For example, you would use dataset
security to enable a sales representative to see leads as the lead owner, or to enable a sales manager to
view leads as manager, and so on.

Application security provides three key elements of CRM security: memberships lists, view lists, and
functional options. Membership lists can define the characteristics of one or a group of users whose
system and data access must be secured. View lists can define the characteristics of one or a group of
objects (for example, customers) that a member group has view privileges to. Functional options restrict
the user to a set of allowable actions within a secured transaction.

Distributed Security or Delegated administration enables you to set up administrators that are external to
your enterprise so they can give other users system access, within the confines of the permissions that you
allow the administrator to grant.

Security Terminology
Before you can fully enable security, you must understand the security terms and functions at each level
of the system:

Security Type Where Implemented Function

Network Network software Controls entry into the network and

authorizes rights to use shared resources.

Relational database management system Operating system Controls access to the database.

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Chapter 4 Setting Up Security and User Preferences

Security Type Where Implemented Function

User PeopleTools Controls access to application pages,

functions, and business components.

Object PeopleTools Controls access to objects or object

groups that are used in application
development.

Query PeopleTools Defines the set of table rows that a user

can access while making system queries.

Row-level PeopleTools and PeopleSoft applications Restricts access to a subset of data rows
within tables to which the user has
authority.

Permission list level PeopleSoft applications Enables PeopleSoft application security.

PeopleTools Security
Use PeopleTools security to define roles and permissions. PeopleSoft delivers a set of roles out of
the box that you can use to set up role-based access to PeopleSoft transactions. PeopleSoft provides a
recommended set of roles and permissions with each of the products delivered. You can add or modify
new or existing roles and permissions to fit your business requirements.

This topic discusses

• Portal registry.

• Roles and permission lists.

• Dataset security.

• Business unit row level security options.

• Preferred markets and security.

Portal Registry
The portal registry is a set of dedicated PeopleSoft database tables that store every content reference,
typically a URL, available through the portal. A portal registry has a tree-like structure in which content
references are organized, classified, and registered. A portal registry contains folders and content
references. Folders group and organize content references into a multilevel hierarchy. Except for the root
folder, each folder has a parent folder, and each folder can contain content references as well as other
folders. Content references are objects that have been registered in the portal registry.

There are several ways to access and maintain the portal registry:

• Use the registration wizard to register content references, assign security, and update.

• Use the Menu Import feature to upgrade custom menu group definitions.

• Use portal administration pages to add, change, or delete folders and content references from a portal
registry.

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Setting Up Security and User Preferences Chapter 4

• Use the portal registry application programming interface (API) for programmatic access to the
registry.

• Use the security synchronization process to update the portal registry security based on the menu and
script security.

See PeopleTools: Portal Technology product documentation.

Roles and Permission Lists

Permission lists are the building blocks of user security authorizations. You typically create permission
lists before you create user profiles and roles. When defining permission lists, however, consider the
roles and user profiles that you will use them with. Recall that roles are intermediary objects between
permission lists and users. You use roles to assign permissions to users dynamically. Permission lists may
contain any number of permissions, such as sign-in times, page permissions, and component interface
permissions. Permission lists are more flexible and scalable when they contain fewer permissions.

Dataset Security
Dataset security controls row-level access to transactions. Dataset security is achieved by associating the
definition of a dataset to the search definition for transactions that have multiple dataset rules. PeopleSoft
dataset security framework may be used to build dataset rules and assign the dataset rules to PeopleTools
roles.

PeopleSoft delivers a set of dataset security rules that may be used to secure transaction rows. PeopleSoft
CRM uses dataset security for data searches to restrict transaction rows.

It is also used in these applications and functions:

• PeopleSoft Sales (leads and opportunities).

• PeopleSoft Order Capture (quotes and orders).

• Calendar and Task Management.

• PeopleSoft Marketing (audience and marketing programs).

Business Unit Row-Level Security Options

You can implement security to prevent individual users or roles from accessing specific rows of data that
are controlled by key fields. Likewise, you can restrict users so that they can access only a specific subset
of rows. For example, you might set the user ID security for a call center agent in Paris so that the agent
can access only the data that is for a particular European business unit. If you have a team of call center
agents in Paris, you could add them all to a role and then use role security to give them all the same access
to the system.

A user can belong to multiple roles and use the menu items that are assigned to all of those roles.

Note: You cannot define row-level security attributes by combining roles. In PeopleTools, you designate
row-level security for a user by selecting a row-level security role. The row-level security attributes for
the role that you select become the security attributes for the user.

This table describes the consequences of row-level security when you use different combinations of
system security options and roles:

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Chapter 4 Setting Up Security and User Preferences

System Security Role of User ID Row-Level Security

No security The user ID is not linked to a role. Not applicable. All users can access
every object because you have not
implemented security.

User-level security The user ID is not linked to a role. Defined in the application by key field
security.

Role-level security A user ID is normally assigned to a row- Defined by a row-level security role. If
level security role. You can link a user a user ID is not assigned to a row-level
ID to multiple roles, but not when you security role, then the user has access to
specify row-level security. menu items but not to any application
pages with key fields that are enabled for
row-level security.

Permission list-level security All users in a permission list have the Users are limited to the key fields that
same level of security. are specified by the permission list that is
assigned to their user IDs.

You must define the users or roles that have access to specific business units and setIDs. For example, you
might give a particular role access to only one business unit. When a user in the role enters prompts for
business units (for example, when entering data that has business unit as the primary key), the available
selections include only the business units for which the user has been granted authority. The user's
available data has been filtered through one or more levels of security.

The number of users that are assigned the same level of security is a key factor in determining whether
you base security on user IDs or roles. If a large number of users have identical access requirements,
consider using roles. By assigning the users to a single role, you can make subsequent changes to access
requirements once rather than many times.

Preferred Markets and Security

The preferred market that is associated with a user ID controls the data and functions that a user can
access. Preferred markets are of two types: industry and geographic.

If a user's preferred market is geographic, the user can only access functionality and data that are valid
for business units in the geographic region or country. For example, a country might require certain
information about imports that users in another country would not need to enter.

If the user's preferred market is by industry, the user is granted access to only the functionality and data
that are implemented for those industries.

See:

• Overall Preferences Page

• “Understanding Portal Technology” in Peopletools Portal technology product documentation.

• PeopleTools: Security Administration

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Application Security
This topic discusses:

• Enterprise administration.

• CRM application security terminology.

• Application security framework.

• Security objects.

• Dynamic and static membership lists.

• Dynamic and static view lists.

• Implicit view lists.

• Functional options.

• Functional option groups.

• Functional options conflict resolution.

• Enabling functional options.

• Business object search system processing.

• Catalog security.

• How security is processed at runtime.

Enterprise Administration
Application Security consists of three main pieces: membership lists, view lists and functional options.
Using PeopleSoft CRM application security, enterprise administrators have the ability to:

• Define the community of participants for which security is restricted (membership list)

• Define a set of business processes or actions that a participant in the membership group can perform.

CRM Application Security Terminology

This table lists terms related to security:

Term Definition

Security Object An object or entity that is being secured.

Membership List Characteristics of one or a group of users whose system and data access must be secured.
The list ultimately contains a list of members.

View List Characteristics of the viewing object (for example, customers) that are secured from the
membership list. The list ultimately contains a list of objects.

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Term Definition

Functional Options A unique code that defines what someone can do within a transaction.

Functional Option Group A grouping of functional options.

Security Profile A template that defines the view lists and functional options. A security profile is given
to one or multiple membership list domains.

Transaction A primary business activity like creating orders, leads, opportunities, cases, service
orders, and campaigns.

Security List Record A table that stores the results of the security domain queries or the static list.

PeopleSoft CRM Application Security Framework

PeopleSoft CRM application security framework is a characteristic-based security framework that enables
PeopleSoft customers to secure data and functions within a transaction.

Use PeopleSoft application security to abstract customers as security objects. The characteristics that
define the group of customers are called lists.

You can predefine the objects and lists as either membership or view to differentiate viewers from the
target transactions or data objects.

Note: Application security is used only to secure objects (person, customer, product catalog, hold codes,
performance metrics, and so on) and not transactions (orders, leads, opportunities, cases, and so on).
Objects in this context mean setup data or data that is used to create a transaction.
PeopleSoft CRM does not deliver an application security feature for securing customers from user roles.
To make this work, you would have to customize the security criteria in the Business Object Search
adapter definition and then make some minor coding adjustments.

Application security involves setting up and defining:

• Membership lists

Membership lists define the characteristics of one or a group of users to whom system and data access
and functional permissions and privileges are granted. Users in a security membership list definition
are associated with a security profile.

• View lists

View lists define the characteristics of the viewing object (for example, customers or product
catalogs) that are secured from the membership list.

• Functional options

Functional options define the functions (for example, order submission) that can be carried out by
members of a membership list.

• Security profiles

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Security profiles define the combination of view lists and functional options that make up a
specific profile of view and function access. Security profiles are given to members belonging to a
membership list.

This illustration represents a high-level view of a security profile using PeopleSoft CRM Application
Security.

Image: Security profile definition

This illustration represents a high-level view of a security profile using PeopleSoft CRM Application
Security.

Security Objects
PeopleSoft delivers a number of security objects that you can use to implement security. You should
not, however, change them in any way. Any changes that you make to the security objects delivered by
PeopleSoft impact the security profiles and the security list tables. PeopleSoft recommends that you limit
the number of security objects that you create and are careful how you use them.

PeopleSoft delivers these membership type security objects:

Security Membership Object Security Object Type Industry

Customer Membership Order Capture

Person Membership All

Role Membership All

Dynamic and Static Membership Lists

A dynamic membership list is a saved query of characteristics that result in a list of members for a
membership list object. The queries are saved using the dynamic criteria definition that is linked to the
membership list object.

If the domain type is dynamic, you can edit the membership criteria using the appropriate dynamic criteria
definition. You can also view the results of the membership list.

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Chapter 4 Setting Up Security and User Preferences

You may associate the membership list to any security profile currently available in the system. Once you
associated the membership list with a security profile, that security profile appears in the security profile
list for the membership list. When needed, you can remove the association of the membership list to the
security profile.

Static membership lists contain a specific list of members that you may associate with any security profile
currently available in the system.

Dynamic and Static View Lists

A dynamic view list is a saved query of characteristics that results in a viewable list of objects. You set up
a view list object similar to the way you set up a membership list object. After you establish a view list,
you may grant one or more view list objects (dynamic or static) to a security profile.

Note: Not all objects can be used as view list objects.

PeopleSoft delivers these View List Security Objects as system data:

View List Security Object Security Object Type Application

Catalog View List Order capture

Customer View List All

Hold Code View List Order capture

Performance Metric View List Marketing

Implicit View Lists

A dynamically defined view list can contain a bind variable or a criteria that is not resolved at the time of
creation of the query but is resolved at runtime. This is called an implicit view list.

To set up an implicit view list, you must use the Configurable Search Setup - Search Fields page to select
the bind variable for the security components and fields that you want to use on the Add View List or Add
Membership List pages.

You can modify the Customer Search (RSEC_CUSTOMER_SRCH) component to use bind variables and
create implicit view lists.

See "Understanding the Configurable Search" (PeopleSoft CRM 9.2: Automation and Configuration
Tools).

Functional Options
Functional options are defined independently of security objects and domains. Functional options let you
determine what a user you can do within an application. For example, you can create functional options
that enable users to submit orders or add new customers. To group view lists and functional options, you
define a security profile. The security profile is then granted or associated to one or multiple membership
lists.

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Functional Option Groups

Functional option group is a grouping of functional options, which you can be associated with a security
profile. Using functional option groups can make maintaining security profiles easier and more efficient.
Enterprise administrators that must make wholesale changes to security profiles can simply change the
functional option group associated with the security profiles that must be changed or updated.

Functional Option Codes

Functional options enable the enterprise administrator to define the functions that users can access within
a transaction. Functional options codes are evaluated at run time by the transaction that is evaluating the
functional option.

PeopleSoft delivers these functional options codes out of the box when you install and implement
PeopleSoft CRM:

Functional Option Code Description Application/Function

CORE_RSF_FCAST_ROLLUP Forecast will begin in rollup; otherwise it Sales

begins in summary.

CORE_RSF_FCAST_SIMPLE Forecast simple reduces options Sales

presented to the forecast user.

CORE_RSF_ADVANCED Controls basic versus advanced mode for Sales

lead and opportunity components.

CORE_RSF_AUTO_ASSIGN_OFF Controls the ability to automatically Sales

assign a lead or opportunity at save in
add mode.

CORE_RSF_DEFAULT_OWNER When lead or opportunity is in add mode Sales

at save time, the current user is assigned
as the primary sales rep by default. If
revoked, then leave lead or opportunity
unassigned.

CORE_RSF_SEARCH_PRODUCT_ Enables the end user to search Sales

GROUP for product group on leads and
opportunities.

CORE_RSF_SHOW_SITE Controls the ability to add a site to a lead Sales

or opportunity.

CORE_RSF_SUMMARY Control the display of the summary page Sales

in lead and opportunity.

OVERRIDE_IBU Override Inventory BU Order Capture

RO_MAX_DISCOUNT_PERCENT Maximum discount percent. Order Capture

RO_MAX_ORDER_TOTAL Maximum order total reached. Order Capture

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Functional Option Code Description Application/Function

RO_MAX_SURCHARGE_PERCENT Maximum surcharge percent. Order Capture

RO_MIN_MARGIN_PERCENT Maximum profit margin percent. Order Capture

SEARCH_ALL_PRODUCTS When searching for products in Order Order Capture

Capture, this functional option give the
user the ability to search for any products
that are defined in the system instead of
limiting them to the products that are
defined in a catalog.

MKTHIDE Hides marketing fields. Marketing

MKTDISP Makes marketing fields display-only. Marketing

RC_CHOOSE_DIRECT_REPORT Choose Direct Report Call Center

RC_ON_BEHALF_OF On Behalf of Call Center

RC_SLA_DETACH Enables user to clear a service level Call Center

agreement.

RTM_EDIT_TASK Edit task functional option. Task Management

QC Provides access to Quick Create. Business Object Search

Functional Options Conflict Resolution

Conflicts can happen due to the granting of the same functional options within a single security profile or
multiple security profiles. To resolve conflicts the system uses these rules:

• If one functional option group grants an option and another revokes it, the revoke takes precedence.
If the options are not in the same scenario, the option is granted. Revoke is for the functional option
itself. (for example, do you have authorization for transfer money). If one functional option group
says yes and another no, conflicts are resolved based on how the revoke options are set up.

• For amounts there is a conflict resolution called max amount wins. This means that if one functional
option group gives a user access to 2000 USD and another functional option group give a user access
to 3000 USD, and the max amount win option is selected, the user gets access to 3000 USD.

Enabling Functional Options

The display template framework enables you to configure functional option security for your pages. By
referencing the functional option on a button or field within the display template, the functional option
security is enabled.

See "Understanding Display Templates" (PeopleSoft CRM 9.2: Automation and Configuration Tools).

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Business Object Search System Processing

The transaction adapter determines, based on the transaction, what fields appear on the customer
information subpage and the criteria definition that defines the advanced search page. The criteria
definition determines what criteria fields appear on the advanced search page, how they appear, and the
search definitions to invoke.

The search definition determines the roles to search for the criteria fields, the fields that appear in the
search results, how the search results appear, and the quick create definition that the user accesses to
create a new business object.

For each role that is searched, the search role determines the security that is applied, the relationships for
the role, and whether fields appear in the search criteria or results set for the role. The field definitions
determine how the search fields appear on the page, the database records that are searched for each field,
and how the user can search for the field.

See "Adding and Modifying BO Search and Quick Create Definitions" (PeopleSoft CRM 9.2: Business
Object Management).

Catalog Security
Catalogs are a single group of products or services that are marketed and displayed together because
they share common criteria. PeopleSoft enables you to define the layout and content of online catalogs
for internal and external use. You define the look and feel of catalogs by creating display templates, and
then define the contents that you want to organize and present according to your template definitions.
You can designate products for inclusion in a catalog either by direct association (using product IDs) or
by creating business rules to dynamically build product content based on the selection criteria that you
define. Similarly, you can control user access to catalogs by associating a Security Membership List with
specific catalogs.

For Order Capture there is a functional option code called SEARCH_ALL_PRODUCTS. When searching
for products in Order Capture, this functional option will give users the ability to search for any products
that are defined in the system, instead of limiting the search to the products that are defined in a catalog.
You must group this option into a functional option group. You would then associate it to a membership
list in the security profile.

Security Memberships allow 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 All Persons that includes all of the
people that have a person record in the system. This Membership List is then associated with a catalog.

This means that all of the people on this list can view this catalog. If a catalog called the Premier Catalog
was for Premier Customers, a company can create a Membership List that contains all of their Premier
Customers and the Premier Catalog would provide special pricing and recommendations for this group of
users.

Note: PeopleSoft CRM does not support role-based catalogs, nor do we support role-based access to
customers. The system can handle this type of functionality but you will need to customize your CRM
application. The only area where you can use a role-based membership list, without customizing your
application, is to control the Order Capture hold view list. The other area where you can use the role
membership list, without customizing your application, is to control display logic in conjunction with a
display template.

See "Defining Catalog Content and Permissions" (PeopleSoft CRM 9.2: Product and Item Management).

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How Security Information is Processed at Runtime

PeopleSoft CRM application security uses several Application Engines and APIs (application
programming interfaces) at runtime to help ensure that the customers to whom you have granted security
have access to the correct information and customers.

Here are the elements of runtime security that are activated when a user, or customer attempts to access
the PeopleSoft CRM applications that you have secured.

• Application Engines

• RSEC_DAEMON

Polls for application updates (for example, when a customer is added or updated) and triggers the
RSEC_BUILDER

• RSEC_BUILDER

Handles the writing of secure objects to list tables.

• Runtime API

• Determines security memberships and view lists.

• Generate SQL filters for calling applications

• Determines functional options, and functional option resolution.

• Definitional API

Provides application programming interface to add and update security framework metadata.

PeopleCode Application Classes and SQL views provide the API to the security framework. This API is
provided for impacted applications to access and update the application security framework. The API is
used at runtime to evaluate membership and view privilege result sets, but there are some access methods
that are provided to update the framework keys, membership, and view privilege tables directly. The API
encapsulates all functionality and structure related to the security framework, so that calling applications
do not need to understand the inner workings of the framework.

These access methods are an overview of how each of the impacted applications requirements are
satisfied through the API.

• API Based Direct Data Access

This access method is provided for instances where the membership tables contain all of the relevant
data for the calling application. This method produces a result rowset based on the underlying security
object definition. In this usage there are three known values and one unknown value. The three
known values consist of a membership security object type, a view list object type, and either a
membership object ID, and or a view list membership object ID. Based on the ID that is provided,
the API determines the security profiles that are associated to the known entity, and from the profiles
determines the data that is to be provided as a result set. The API returns this data in a rowset based
on the security object’s list record.

• API Based SQL Data Access

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This access method is provided for instances when the results in the membership table need to be
merged or joined in a larger SQL statement that is being constructed by the calling application. The
known values and the method of data retrieval are the same as the direct data access method, the result
of this call is a SQL select statement that returns the keys of the rows of the security object’s table.
This SQL statement can be used in a SQL IN clause or correlated sub query to limit the results of the
calling application’s constructed query.

• SQL/Query Based Data Access

There may be instances in which the API cannot be used. An example of this is any time where the
logic to determine a result set does not have the ability to run a PeopleCode based API, such as a
standard PeopleTools prompt, a view, or a PeopleTools query. For these use cases the design provides
example SQL that can be used to join the security data model.

• Functional option Conflict Resolution

In instances where a key resolves the same functional option multiple times with different properties,
the conflict needs to be resolved. Gathering the functional options and privilege overrides is possible
using a SQL UNION, but the resolution of the rules is not possible within a single SQL select
statement. This requires impacted applications to be in an environment where it is possible to run
PeopleCode to determine the applicable functional options. Because of this functional options are not
be determined or executed in a view or query type access method.

• Executing Functional Options

An abstract class/interface is provided to model functional option classes. This class is used by the
runtime application to run the functional option logic. The runtime class provides access to the logic
that is relevant to the application and coded in the attached application class. The class also provides
the ability to access the functional option amount value, operator, base currency, and perform currency
conversion if required. The runtime API provide a method to pass multiple functional option codes,
and execute them. A calling application’s framework could leverage this to provide data driven
execution.

• Update to Data Cache

Applications that are responsible for the security objects’ secured data require access to update
the security cache when a change is made. Since it is possible that a configurable search definition
references any data for a given object, all additions and updates to these objects trigger a cache
refresh. The known values in this case are the security object type, and security object ID. The API
triggers the data caching process providing the known values as parameters. These parameters trigger
the caching process to deal only with data that is relevant (for example, the specific object ID).

• Update to Security Framework

This access method is provided for instances where it is required to update the security framework
data directly in a batch or EIP type mode. The API provides access to create membership, view
privilege, functional option, and security key objects. The system provides methods to create the
associations between the various security objects, and keys. Security Object types (for example,
customers) cannot be created through the API. Since there is not a lot of business logic tied to the
security setup components, the API uses SQL objects to update the framework tables directly rather
than building component interfaces.

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Note: To improve runtime performance, the result sets for static and dynamic membership and view
privilege domains are cached into database list tables. Dynamic implicit domains are cached by spawning
security keys for each member in the domain. An Application Engine process provides the mechanism for
creating the cache tables that store the membership and view privilege lists.

Setting System-Wide Security Options

To set up system-wide security options, use the Security Options (SECURITY_OPTIONS), Security
View Names (SECURITY_VIEW_NAMES), Apply Security (APPLY_SECURITY), Security
SetID Class (SEC_SETID_CLS), Security SetID Operator (SEC_SETID_OPR), Security Business
Unit Class (SEC_BU_CLS), Security Business Unit Operator (SEC_BU_OPR), Operator Defaults
(OPR_DEFAULT), Role Worker (RB_ROLE_WORKER), Security Views (SECURITY_VIEWS)
components.

This topic provides overviews of row-level security views, sensitive worker information, and predefined
security roles and sample users.

Pages Used to Set System-Wide Security Options

Page Name Definition Name Usage

Security Options Page SECURITY_OPTIONS Select the type of security to implement

(user or permission list) and the key
fields that are controlled by the security
settings.

Apply Security Setups Page RUN_FIN9001 Initiate the process that activates the
selected security options.

Security View Names Page SECURITY_VIEWS Define the type of security for each
view in the system. The Apply Security
Setups process changes the security view
names to match the levels of security
for each view. These names use the file
extensions for the corresponding security
type.

Business Unit Security by Permission SEC_BU_CLS Grant access to a business unit by using a
List Page permission list.

Business Unit Security by User ID Page SEC_BU_OPR Grant access to a business unit by using
a user ID.

TableSet Security by Permission List SEC_SETID_CLS Grant access to a tableset using a

Page permission list.

TableSet Security by User ID Page SEC_SETID_OPR Grant access to a tableset by using a user
ID.

Overall Preferences Page OPR_DEF_TABLE_RB1 Define overall preferences for a specified

PeopleSoft user.

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Page Name Definition Name Usage

Call Center Page OPR_DEF_TABLE_RC Define preferences for call center agents
and other users of the Case component.

Sales Page OPR_DEF_TABLE_RSF Define preferences for sales

representatives.

Change Management Page OPR_DEF_TABLE_RG Select user default values that you want
the system to display on the Change
Request page in PeopleSoft HelpDesk.

Account Page OPR_DEF_TABLE_RSP Select default values that you want the
system to use when it does account
assignments.

Secure Worker Role Page RB_ROLE_WORKER Define user roles that can access
sensitive and semi-sensitive worker
information.

Understanding Row-Level Security Views

Business units and setIDs are maintained in edit tables and can be used as primary keys throughout the
system. When a field uses an edit table to select values, you are limited to the values that are defined for
the edit table. With PeopleSoft row-level application security, you can specify which values in the edit
table are available in a particular view.

Views enable you to access data horizontally for multiple tables. Views are Structured Query Language
(SQL) statements that filter out data rows. Users with permission to access particular setIDs or business
units see only a subset of the values in the edit tables.

After you set up views, you can specify which users or roles can access the pages that contain secured
field values. Within each page, you can also hide specific fields from particular roles.

Security View Names

PeopleSoft delivers applications with security views that apply to key fields in the system. You can alter
these views or build views of your own; however, they would be considered a customization. View names
include suffixes that reflect the type of security for the view. This table lists the view name suffixes and
describes the corresponding security type.

View Name Suffix Security Type

NONVW No security.

OPRVW User security.

CLSVW Permission list security.

Note: Although PeopleSoft generally follows this naming convention, the system does not enforce it. As
long as you have the view defined in the security view names grid the view name will work.

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Row-Level Security for Users

After you select security options and set up security view names, define the security-controlled field
values that each user or permission list can access. When you secure key fields in the application, the
pages that you use depend on the level of system security that you select. If you select user-level security,
use the user security pages. If you select role-level security, use the permission list security pages.

Understanding Sensitive Worker Information

PeopleSoft uses enterprise integration points to transmit worker data from PeopleSoft Human Capital
Management (PeopleSoft HCM) to PeopleSoft CRM. Most of the data that PeopleSoft CRM subscribes to
from PeopleSoft HCM is sensitive.

Some users, however, should not have access to this data. To give users access to sensitive and semi-
sensitive data, you must select the roles that are associated with the users and then indicate what type of
information is available to them—either confidential or home contact information.

Users who have sensitive (confidential) data access defined in the Secured Worker Role setup page,
can view date of birth, age, national ID, gender, and employee status fields in the Worker and Case
components; otherwise, the system hides this information. Users who have semi-sensitive data (home
contact) access can view home address, home phone, home email, and home pager fields for a worker.

If a role doesn't have access to sensitive or semi-sensitive data, then all users belonging to the role cannot
view the associated fields on the pages in the Worker and Case components.

Warning! When users have access to sensitive or semi-sensitive data, the system enables them to edit
some pages. If a user modifies a field in PeopleSoft CRM, the changes could be overwritten the next time
that a PeopleSoft HCM message is transmitted to PeopleSoft CRM because the information comes to
PeopleSoft CRM through a one-way transmission from PeopleSoft HCM.

Related Links
Understanding Provider Groups and Group Members

Predefined Security Roles and Sample Users

PeopleSoft provides several roles with predefined user profiles and permission lists in the demonstration
database. You can use these sample security configurations as they are delivered, or you can modify them
to meet your specific security requirements. The roles and permissions are part of the system data, and the
users are part of the sample data delivered in the demonstration database.

This topic discusses:

• PeopleSoft CRM system IDs.

• PeopleSoft HelpDesk and PeopleSoft Support user IDs.

• PeopleSoft Integrated FieldService user IDs.

• PeopleSoft high tech industry user IDs

• PeopleSoft government industry user IDs

• PeopleSoft Marketing user IDs.

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Setting Up Security and User Preferences Chapter 4

• PeopleSoft Sales user IDs.

• PeopleSoft Order Capture user IDs.

• PeopleSoft Order Capture Self Service user IDs.

• PeopleSoft Quality user IDs.

• PeopleSoft multichannel applications user IDs.

PeopleSoft CRM System IDs

PeopleSoft delivers predefined user IDs, passwords, and associated roles for PeopleSoft CRM.

Note: To look up role information for a user ID, select PeopleTools > Security > User Profiles > User
Profiles and then click the Roles tab.

This table lists the delivered PeopleSoft user IDs and passwords:

User ID and Password Description

SYSADM System Administrator

EMPL Employee

MGR Line Manager

PeopleSoft HelpDesk, PeopleSoft HelpDesk for Human Resources, and

PeopleSoft Support User IDs
This table lists the predefined user IDs and passwords for PeopleSoft HelpDesk, PeopleSoft HelpDesk for
Human Resources, PeopleSoft HelpDesk for Higher Education, and PeopleSoft Support:

User ID and Password Description

CCAG Call Center Agent

CCMGR Call Center Manager

CRAWLING / WELCOME HR Call Center Level One Agent USA (E-Business HCM)

FKELLY / WELCOME HR Call Center Level Two Agent UK (E-Business HCM)

HELPAA Help Desk Applications Administrator

HELPAG Help Desk Agent

HELPMGR Help Desk Manager

HHDCAN_ADMIN HR HelpDesk Administrator (Canada)

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User ID and Password Description

HHDCAN_AGT1 HR HelpDesk Agent 1 (Canada)

HHDCAN_AGT2 HR HelpDesk Agent 2 (Canada)

HHDCAN_AGT3 HR HelpDesk Agent 3 (Canada)

HHDCAN_MGR HR HelpDesk Manager (Canada)

HHDUSA_ADMIN HR HelpDesk Administrator (USA)

HHDUSA_AGT1 HR HelpDesk Agent 1 (USA)

HHDUSA_AGT2 HR HelpDesk Agent 2 (USA)

HHDUSA_AGT3 HR HelpDesk Agent 3 (USA)

HHDUSA_MGR HR HelpDesk Manager (USA)

HSCOTT / WELCOME HR Call Center Level One Agent UK (E-Business HCM)

KADDAI / WELCOME HR Call Center Level Two Agent USA (E-Business HCM)

MBORHO / WELCOME HR HelpDesk Administrator (E-Business HCM)

RJAMES / WELCOME HR Self-Service Manager (E-Business HCM)

SMARTHA / WELCOME HR Self-Service Employee (E-Business HCM)

SOLTNMGR Solution Manager

SSS_AA00100 Higher Education Worker and Student

SSS_CONST Higher Education Constituent

SSS_FACULTY Higher Education Faculty Worker

SSS_FAO Higher Education Financial Aid Officer

SSS_FUND Higher Education Fundraiser

SSS_HEADMIN Higher Education Administrator

SSS_HEAG1 Higher Education Level One Agent

SSS_HEAG2 Higher Education Level Two Agent

SSS_HEBLENDAG Higher Education Blended Agent (IT and non-IT cases)

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User ID and Password Description

SSS_ITAG Higher Education IT Agent

SSS_MKTMGR Higher Education Marketing Manager

SSS_MKTR Hgher Education Marketer

SSS_MKTR1 Higher Education Marketer

SSS_REC Higher Education Recruiter

SSS_REC1 Higher Education Recruiter

SSS_REC2 Higher Education Recruiter

SSS_REC3 Higher Education Recruiter

SSS_RECMGR Higher Education Recruiting Manager

SUPPAA Support Applications Administrator

TECHSPEC Technical Specialist

PeopleSoft Integrated FieldService User IDs

This table lists the predefined user IDs and passwords for PeopleSoft Integrated FieldService:

User ID and Password Description

DISPATCH Dispatcher

FSAA Field Service Applications Administrator

FSAG Field Service Agent

FSENG Field Service Engineer

FSMGR Field Service Manager

INVAG Inventory Agent

INVMGR Inventory Manager

PRODMGR Product Manager

PURCHAG Purchasing Agent

RECAG Receiving Agent

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User ID and Password Description

TECHSUP Technical Support

PeopleSoft High Tech Industry User IDs

This table lists the predefined user IDs and passwords for the PeopleSoft high technology industry:

User ID and Password Description

HITECHADMIN High Technology Administrator

HITECHAGENT High Technology Agent

HITECHSS High Technology Self-Service

HITECHGUEST High Technology Guest

PeopleSoft Government Industry User IDs

This table lists the predefined user IDs and passwords for the PeopleSoft government industry:

User ID and Password Description

GOVADMIN Government Administrator

GOVAGENT Government Agent

GOVSS Government Self Service

GOVGUEST Government Guest

GOVMGR Government Manager

PeopleSoft Marketing User IDs

This table lists the predefined user IDs and passwords for PeopleSoft Marketing:

User ID and Password Description

CAMPMGR Campaign Manager

MKTAA Marketing Application Administrator

MKTANAL Marketing Analyst

MKTCRT Marketing Creative

MKTMGR Marketing Manager

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User ID and Password Description

MKTRES Marketing Researcher

SRVCONA Service Contract Administrator

PeopleSoft Sales User IDs

This table lists the predefined user IDs and passwords for PeopleSoft Sales:

User ID and Password Description

SLSREP Inside Sales Rep

FLDSLSREP Field Sales Rep

SLSMGR Sales Manager

LDQUAL Lead Qualifier

SLSAA Sales Application Administrator

CHSLSMGR Channel Sales Manager

PeopleSoft Order Capture User IDs

This table lists the predefined user IDs and passwords for PeopleSoft Order Capture:

User ID and Password Description

OCADMIN Order Capture Administrator

OCMGR Order Capture Manager

OCREP Order Capture Representative

PeopleSoft Order Capture Self Service User IDs

This table lists the predefined user IDs and passwords for PeopleSoft Order Capture Self Service:

User ID and Password Description

CPCUST Customer

CPSS Customer Self Service

GUEST Guest

HITECHGUEST High Technology Guest

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Chapter 4 Setting Up Security and User Preferences

User ID and Password Description

USGUEST Guest - US001 (USA)

PeopleSoft Quality User IDs

This table lists the predefined user IDs and passwords for PeopleSoft Quality:

User ID and Password Description

QAANAL Quality Analyst

QAAA Quality Application Administrator

QAMGR Quality Manager

PeopleSoft Multichannel Applications User IDs

This table lists the predefined user IDs and passwords for users implementing PeopleSoft multichannel
applications:

User ID and Password Description

ERMSMGR ERMS Manager

ERMSAGENT ERMS Agent

Security Options Page

Use the Security Options page (SECURITY_OPTIONS) to select the type of security to implement (user
or permission list) and the key fields that are controlled by the security settings.

Navigation

Set Up CRM > Security > Security Options > Security Options

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Image: Security Options page

This example illustrates the fields and controls on the Security Options page.

Type of Security
No Security Select to disable PeopleSoft application security. All users who
are authorized to access a page can select any valid setID or
business unit. PeopleSoft CRM applications are delivered with
security disabled.

User ID Level Security and Select to enable PeopleSoft application security by user ID or
Permission List Level Security permission list. Each option controls which rows of data a user
can see based on user ID or permission list.

Secured Fields
Business Unit Select to implement security for the Business Unit field, which
is the primary key for many transactional data tables. In some
situations, the Business Unit field is a non-key field on a record.

SetID Select to implement security for the SetID field, which is the
primary key for many setup and rules tables. In some situations,
the SetID field is a non-key field on a record.

Apply Security Setups Page

Use the Apply Security Setups page (RUN_FIN9001) to initiate the process that activates the selected
security options.

Navigation

Set Up CRM > Security > Apply Security Setups > Apply Security Setups

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Chapter 4 Setting Up Security and User Preferences

Image: Apply Security Setups page

This example illustrates the fields and controls on the Apply Security Setups page.

Select the language that you are using to apply security and then click Run to load the security views that
you created.

It is highly recommended that you clear the application server cache after the Apply Security process has
completed. Check the process monitor to determine when the process has finished.

Use the RD_CACHE_DEL application engine program to clear the application cache.

One way to run this program is directly from the operating system command line:

• Navigate to the <%PS_CFG_HOME>\bin\client\winx86 directory.

• Enter the following command: psae -CT <dbtype> -CS <server> -CD <database name> -CO <oprid>
-CP <oprpswd> -R <run controlid> -AI <program id> -I <process instance>

As an example, a user operating with a Microsoft database named CR910TST on a server named
ADDB0123 might type psae -CT MICROSFT -CS ADDB0123 -CD CR910TST -CO PS -CP PS -R
CRM -AI RD_CACHE_DEL -I 1

Application Engine programs can also be submitted online from the Application Engine Request page.
PeopleTools > Application Engine > Request AE)

See “Managing Application Engine Programs” in PeopleTools: Application Engine product

documentation.

Security View Names Page

Use the Security View Names page (SECURITY_VIEWS) to define the type of security for each view in
the system.

The Apply Security Setups process changes the security view names to match the levels of security for
each view. These names use the file extensions for the corresponding security type.

Navigation

Set Up CRM > Security > Security View Names > Security Views Names

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Image: Security View Names page

This example illustrates the fields and controls on the Security View Names page.

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

Note: There is no need to access this page unless you want to

implement customized security views.

No Security View User ID Security Displays the different security views for the view name prefixes
View and Permission List Security that are supplied by each application.
View
When you run the Apply Security Setups process, the
Application Engine process can switch to the Permission List
Security View (CLSVW), the User ID Security View (OPRVW)
or the No Security View (NONVW) based on the option you
selected on the Security Options page.

Type Select the type of field (SetID or Unit) that the security view
affects.

Business Unit Security by Permission List Page

Use the Business Unit Security by Permission List page (SEC_BU_CLS) to grant access to a business
unit by using a permission list.

Navigation

Set Up CRM > Security > Unit by Permission List > Business Unit Security by Permission List

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Chapter 4 Setting Up Security and User Preferences

Image: Business Unit Security by Permission List page

This example illustrates the fields and controls on the Business Unit Security by Permission List page.

Select the business units to which you want the permission list to have access.

Note: PeopleSoft does not deliver any business units that are associated with permission lists. You must
make this association using the Business Unit Security by Permission List page.

Business Unit Security by User ID Page

Use the Business Unit Security by User ID page (SEC_BU_OPR) to grant access to a business unit by
using a user ID.

Navigation

Set Up CRM > Security > Unit by User ID > Business Unit Security by User ID

Image: Business Unit Security by User ID page

This example illustrates the fields and controls on the Business Unit Security by User ID page.

Select the business units to which you want the user ID to have access.

Note: PeopleSoft does not deliver any business units that are associated with user IDs. You must make
this association using the Business Unit Security by User ID page.

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TableSet Security by Permission List Page

Use the TableSet Security by Permission List page (SEC_SETID_CLS) to grant access to a tableset using
a permission list.

Navigation

Set Up CRM > Security > TableSet by Permission List > TableSet Security by Permission List

Image: TableSet Security by Permission List page

This example illustrates the fields and controls on the TableSet Security by Permission List page.

Select the setIDs to which you want the permission list to have access.

TableSet Security by User ID Page

Use the TableSet Security by User ID page (SEC_SETID_OPR) to grant access to a tableset by using a
user ID.

Navigation

Set Up CRM > Security > TableSet by User ID > TableSet Security by User ID

Image: TableSet Security by User ID page

This example illustrates the fields and controls on the TableSet Security by User ID page.

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Chapter 4 Setting Up Security and User Preferences

Select the setIDs to which you want the user ID to have access.

Overall Preferences Page

Use the Overall Preferences page (OPR_DEF_TABLE_RB1) to define overall preferences for a specified
PeopleSoft user.

Navigation

Set Up CRM > Security > User Preferences > Overall Preferences

Image: Overall Preferences page

This example illustrates the fields and controls on the Overall Preferences page.

Note: User preferences are associated with user IDs. When you create user IDs for implementation team
members and PeopleSoft users, define preferences for each user.

Business Unit Select the user's default business unit. Select a business unit that
is valid for the pages that the user normally accesses.

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SetID Select the default setID for this user. The setID represents a set
of control table information. SetIDs enable business units to
share a set of control table information.

As of Date Select the default date to use as the as of date when running
date-driven reports and processes.

Localization Country Select the country code for the localization country.

Requester Enter a default requester ID to appear on requisitions that are

initiated by this user from the Manage Material component in
PeopleSoft Integrated FieldService or the RMA Form (return
material authorization form) component in PeopleSoft Support.

Important! If you integrate with PeopleSoft Purchasing, the

requester ID must be a valid user ID and requisition requester in
PeopleSoft Purchasing.

Role Type ID If a self-service user has multiple roles, select the role type to
use as the default when signing in to the self-service site. The
only supported role types for self-service users are individual
consumer (role type 9) and contact (role type 8).

Company Name For self-service users who can represent multiple companies,
select the company whose data appears when the contact first
signs in.

Market Select the preferred market for the user ID. The preferred
market associated with the user ID determines what data and
functionality are available to the user.

Order Capture Unit Select the order capture unit that you want the system to use as a
default for the user. This business unit is used by Order Capture,
Order Capture Self Service, and product catalog.

The system uses this business unit to derive the setID that is
used to retrieve product catalogs the selected user can access
(including PeopleSoft Order Capture Self Service guest user
IDs). If this business unit is not specified, the system looks up
the order capture business unit (marked as default business unit)
that is defined under Set Up CRM > Business Unit Related >
Order Capture Definition > Business Unit > Order Capture
Definition.

See "Defining Order Capture Business Units" (PeopleSoft CRM

9.2: Order Capture Applications).

PIM Preference ID (personal Select the preference ID that you want the system to use if the
information manager preference ID) user is a personal information manager.

Duplicate Parm Set This field is not used now in PeopleSoft CRM. No value is
required for this field.

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Alternate Character Enabled Select to activate the fields that support alternate character
functionality in application pages that are so enabled. The
alternate character fields do not appear on application pages
until you select this check box.

Related Links
Alt Character Page

Call Center Page

Use the Call Center page (OPR_DEF_TABLE_RC) to define preferences for call center agents and other
users of the Case component.

Navigation

Set Up CRM > Security > User Preferences > Call Center

Image: Call Center page (1 of 3)

This example illustrates the fields and controls on the Call Center page (1 of 3).

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Setting Up Security and User Preferences Chapter 4

Image: Call Center page (2 of 3)

This example illustrates the fields and controls on the Call Center page (2 of 3).

Image: Call Center page (3 of 3)

This example illustrates the fields and controls on the Call Center page (3 of 3).

Default Business Units and Display Template ID

Primary Select this check box if you want the system to use the display
template, component, market, and business unit as the user's
primary default.

Selecting a primary business unit provides the system with a

default for items that are call-center related. It does not affect

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functionality that is business-unit driven such as the category/

type/detail setup table default or solution searching in self-
service.

Template Family Select the display template family that you want the system to
default to for the user. Once an agent opens a case, however,
the agent cannot change the display template family. Depending
on how you configure your system, an agent can use different
display templates to view information for the same case.

See "Display Template Families" (PeopleSoft CRM 9.2: Call

Center Applications).

Component Select the component that you want the system to default to for
the user. Components can be associated with multiple display
templates, each of which provides a different presentation of a
page.

Business Unit Select the business unit that you want the system to default to
for the user for the display template, component, and market.

Display Template ID Select the display template that you want the system to default
to for the user. Display templates enable you to control the
appearance and behavior of components (pages or sets of pages)
for your various business needs.

Frequently Used Solution

Maximum Solutions to Display Enter the maximum number of solutions that are to appear on
the Frequently Used Solutions page.

EBS Security
Enter values in this section of the page if implementing the integration between PeopleSoft CRM HR
HelpDesk and Oracle E-Business HCM.

Responsibility Name Enter the Responsibility Name to be passed to the Oracle E-

Business HCM system as part of the security authorization for
this user.

Responsibility Application Enter the Responsibility Application to be passed to the Oracle

E-Business HCM system as part of the security authorization for
this user.

Security Group Name Enter the Security Group Name to be passed to the Oracle E-
Business HCM system as part of the security authorization for
this user.

Organization ID Enter the Organization ID to be passed to the Oracle E-Business

HCM system as part of the security authorization for this user.

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Solution
Use this section to enter default values to be populated on the solution dashboard pagelets.

At runtime, these values can be modified through the personalization option on the corresponding pagelet.
Runtime changes are updated on this page as well.

Product SetID and Product Enter the setID and name of the default product to use for
populating the Top Solutions by Product pagelet.

Category SetID and Category Enter the setID and name of the default category to use for
populating the Top Solutions by Category pagelet.

Library SetID and Library Name Enter the setID and name of the default solution library to use
for populating the Top Solutions by Library pagelet.

SLA (Service Level Agreement)

Use this section to enter default values to be populated on the case SLA dashboard pagelets for the
corresponding vertical families, Support, HelpDesk, HR HelpDesk and Higher Education.

At runtime, these values can be modified through the personalization option on the corresponding pagelet.
Runtime changes are updated on this page as well.

View By Select the default value to appear on the View By field of the
SLA pagelets when they are launched initially. Available values
are Priority and Status.

SLA Unit Select the business unit by which the case information on the
SLA pagelets is filtered and displayed.

Manager Select the manager of the provider groups by which the case
information on the pagelet is filtered and displayed.

This value is used only for the SLA pagelet that is available in
the Manager Dashboard.

Case Backlog
Use this section to enter default values to be populated on the case backlog dashboard pagelets for the
corresponding vertical families, Support, HelpDesk, HR HelpDesk and Higher Education.

At runtime, these values can be modified through the personalization option on the corresponding pagelet.
Runtime changes are updated on this page as well.

Backlog View By Select the default value to appear on the View By field of
the case backlog pagelets when they are launched initially.
Available values are Priority and Status.

Backlog Unit Select the business unit by which the case information on the
case backlog pagelets is filtered and displayed.

Manager Select the manager of the provider groups by which the case
information on the pagelet is filtered and displayed.

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This value is used only for the case backlog pagelet that is
available in the Manager Dashboard.

Case Arrivals versus Closures

Use this section to enter default values to be populated on the case arrivals versus closures dashboard
pagelet for the corresponding vertical families, Support, HelpDesk, HR HelpDesk and Higher Education.

At runtime, these values can be modified through the personalization option on the corresponding pagelet.
Runtime changes are updated on this page as well.

Arrival View By Select the default value to appear on the View By field of
the case arrivals versus closures pagelet when it is launched
initially. Available values are Day, Week and Month.

Arrival Unit Select the business unit by which the case information on the
case arrivals versus closures pagelet is filtered and displayed.

Manager Select the manager of the provider groups by which the case
information on the pagelet is filtered and displayed.

This value is used only for the case arrivals versus closures
pagelet, which is only available in the Manager Dashboard.

Related Links
"Understanding Call Center Business Units" (PeopleSoft CRM 9.2: Call Center Applications)
"Understanding Display Templates" (PeopleSoft CRM 9.2: Automation and Configuration Tools)
"Understanding Services Operational Dashboards" (PeopleSoft CRM 9.2: Call Center Applications)

Sales Page
Use the Sales page (OPR_DEF_TABLE_RSF) to define preferences for sales representatives.

Navigation

Set Up CRM > Security > User Preferences > Sales

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Image: Sales page

This example illustrates the fields and controls on the Sales page.

Sales Defaults
Sales Business Unit Select the assigned business unit.

While looking up Sales Business Units, if you are unable to

see them, run the Application Engine by navigating to SetUp
CRM >Security >Apply Security Setups. After running the
Application Engine, restart the Application Server. Now, Sales
Business Units will be displayed in the Look Up Sales Business
Unit page.

Tree Name Select the default sales territory tree to which the sales user can
be assigned.

Assignment Group Select in what kind of assignment group that you want this sales
user to appear.

Note: Assignment group is part of territory assignment criteria.

Field Delimiter Choose to use delimiters other than the comma, such as the
semicolon. This is used for lead import.

Auto Insert to My Contacts Select to enable the user to automatically insert contacts for a
company, person, lead, or opportunity to the user's My Contacts
list. The insert is triggered when the user clicks the Add to
My Contacts toolbar button and the user is either an account
owner or account team member for the company, person, lead,
or opportunity.

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Related Links
"Understanding Sales Users" (PeopleSoft CRM 9.2: Sales)
Understanding Contact Management

Change Management Page

Use the Change Management page (OPR_DEF_TABLE_RG) to select user default values that you want
the system to display on the Change Request page in PeopleSoft HelpDesk.

Navigation

Set Up CRM > Security > User Preferences > Change Management

Image: Change Management page

This example illustrates the fields and controls on the Change Management page.

Select the values that you want the system to display by default for the user on to the Change Request
page in PeopleSoft HelpDesk.

Related Links
"Understanding Change Request Access" (PeopleSoft CRM 9.2: Call Center Applications)

Account Page
Use the Account page (OPR_DEF_TABLE_RSP) to select default values that you want the system to use
when it does account assignments.

Navigation

Set Up CRM > Security > User Preferences > Account

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Image: Account page

This example illustrates the fields and controls on the Account page.

Select the values that you want the system to use when it assigns accounts to the user.

Secure Worker Role Page

Use the Secure Worker Role page (RB_ROLE_WORKER) to define user roles that can access sensitive
and semi-sensitive worker information.

Navigation

Set Up CRM > Security > Secured Worker Role > Secured Worker Role

Image: Secured Worker Role page

This example illustrates the fields and controls on the Secured Worker Role page.

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Note: This security applies to the worker component only, not the case. You may use a HelpDesk for
Human Resources case template, which displays some of these fields in the Case component, without
checking these security options.

Role Access to Data

Role Name Select the role that needs access to sensitive and semisensitive
data. The roles that are defined in the example are from sample
data that PeopleSoft delivers with the application. If you want to
create your own roles and use them here, you must first define
them in the Roles component. Select PeopleTools > Security >
Permissions & Roles > Roles.

Confidential Information Select this check box to enable the role to have access to these
worker fields: Gender, DOB (date of birth), Age, National ID,
and Employee Status.

Home Contact Methods Select this check box to enable the selected role to have access
to these worker fields: Home Address, Home Phone, Home
Email, and Home Pager.

Correct Job Details Select this check box to allow the selected role to view and
change all existing rows and to add new rows with no effective
date restrictions. Otherwise, the selected role can change only
future rows and enter new rows with an effective date greater
than the current row.

Related Links
"Understanding the Integration Between PeopleSoft CRM and PeopleSoft or E-Business HCM"
(PeopleSoft CRM 9.2: Call Center Applications)

Implementing Self-Service Security

To implement self-service security, use the Security Privilege (RB_SRTY_PRIV_DELTA), Role Privilege
(RB_SRTY_PRIV_DFLT), Guest Registration (RX_GUEST_REG_TMPLT), Customer Registration
(RX_CUST_REG_TABLE), Representative Registration Table (RX_REP_REG_TABLE), Security
Privilege (RB_SRTY_PRIV), and Registration Text Setup (RX_REGTXT_SETUP), components.

This topic provides overviews of privilege codes and custom privilege codes.

Pages Used to Implement Self-Service Security

Page Name Definition Name Usage

Security Privilege Code Setup Page RB_SRTY_PRIV Define the privileges that are associated
with the privilege codes.

Assign User Privileges Page RB_SRTY_PRIV_DELTA Assign user privileges.

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Page Name Definition Name Usage

Assign Role Privileges Page RB_SRTY_PRIV_DFLT Assign privileges to roles.

Existing Customer User Registration RX_CUST_REG_TABLE Create templates of records and fields to
Setup Page be used on the User Registration Setup
page.

Business User Registration Setup Page RX_REP_REG_TABLE Register business users.

User Registration Setup Page RX_GUEST_TEMPLATE Register guest users.

Terms and Conditions - Self Service RX_REGTXT_SETUP Set up terms and condition statements
Registration Page for users completing self-service
registration.

Terms and Conditions -Terms of Service RX_TERMS_SETUP Set up terms of service statements
Page for users completing self-service
registration.

Terms and Conditions - Privacy Policy RX_PRVACY_SETUP Set up privacy policy statements
Page for users completing self-service
registration.

Understanding Privileges Codes

The self-service functionality within PeopleSoft CRM applications includes a predefined set of
privilege codes. Assign these privilege codes to users or roles to provide security for particular types of
transactions, as defined in the usage column in this table:

Privilege Code Description Usage Is Amount Associated?

ORDERSAVE Save orders. Enable users to save orders. No.

(The button is available or
unavailable.)

QUOTESAVE Save quotes. Enable users to save quotes. No.

(The button is available or
unavailable.)

ADDRMAINT Maintain existing address. Enable users to update No.

existing addresses. (The
button is available or
unavailable.)

ADDRMAINTCNT Maintain existing contact. Enable users to update No.

existing contacts.

ADDRNEW Add new address. Enable users to add new No.

addresses. (The button is
available or unavailable.)

ADDRNEWSITE Convert address to site. Enable users to convert the No.

address to site. (The button is
available or unavailable.)

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Privilege Code Description Usage Is Amount Associated?

ADDRNEWCNTCT Add new contact person. Enable users to add a new No.
contact person. (The button is
available or unavailable.)

NEWACCT Create new account. Enable users to create a new No.

account.

VIEWALLORDRS View all orders. Enable users to view all Maybe.

orders placed by others with
an amount less than the You can use the operator code
amount specified. (The rows for less than (<) or less than
are available or unavailable.) or equal to (<=) to include a
dollar amount.

VIEWALLQUOTS View all quotes. Enable users to view all You can use the operator code
quotes that were placed for less than (<) or less than
by others with an amount or equal to (<=) to include a
that is less than the amount dollar amount.
specified. (The rows are
available or unavailable.)

Understanding Custom Privilege Codes

You can define your own privilege codes and associate them with transactions on the User Privileges
page and Role Privileges page. After you define the privilege codes, you must add the custom code to the
transaction that has the custom security level.

To define a privilege code that prevents consumers from ordering more than 100,000 USD worth of
goods:

1. Define the Order Amount privilege code (CUSTORDAMT).

2. On the Role Privileges page, assign the privilege code to the individual consumer role and specify that
the amount must be less than 100,000 USD.

3. On the FieldChange event of the Order Submit button, add the following code:
Declare Function IsTransactionAuthorized PeopleCode FUNCLIB_RB.SRTY_PRIV_CD Fi⇒
eldFormula;

Local number &output_msg_set_nbr, &output_msg_nbr;

If Not IsTransactionAuthorized(&roleType, &strPersonID, &numBOIDCustomer,

CUSTORDAMT, &numAmount, &output_operator_cd, &output_amount_qty, &output_msg_⇒
set_nbr, &output_msg_nbr) Then
If All(&output_msg_set_nbr, &output_msg_nbr) Then
Error MsgGet(&output_msg_set_nbr, &output_msg_nbr, "Message Not Found.")⇒
;
End-If;
End-If;

In the preceding code example, pass &roleType as 9 (the Individual Consumer role). Pass &strPersonId
as the person ID, and pass &numBOIDCustomer as the customer's business object ID. The privilege code
is CUSTORDAMT, which is your defined custom privilege code. &numAmount is the amount of the
customer's order. The remaining parameters are output parameters that you do not need to pass.

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Use the delivered PeopleSoft CRM self-service code as an example to customize security of other
transactions.

Security Privilege Code Setup Page

Use the Security Privilege Code Setup page (RB_SRTY_PRIV) to define the privileges that are associated
with the privilege codes.

Navigation

Set Up CRM > Security > Self-Service > Privilege Codes > Security Privilege Code Setup

Image: Security Privilege Code Setup page

This example illustrates the fields and controls on the Security Privilege Code Setup page.

Enter a description of the privilege code that you are adding.

Assign User Privileges Page

Use the Assign User Privileges page (RB_SRTY_PRIV_DELTA) to assign user privileges.

Navigation

Set Up CRM > Security > Self-Service > User Privileges > Assign User Privileges

Image: Assign User Privileges page

This example illustrates the fields and controls on the Assign User Privileges page.

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Define user privileges by associating a person with a business contact and assigning privilege codes.
The business contact is typically a customer that the person represents. The user privileges enable you to
define self-service security more specifically than the role privileges.

For example, suppose that a contact's role privileges do not enable the contact to update customer address
information. If you need to enable a particular contact to update addresses, you could do that by assigning
the user privilege to that contact. Conversely, suppose that a contact's role can submit a quote, but you
want to revoke a particular contact's privilege to submit quotes. You do that by adding the privilege for
submitting quotes and then selecting the Revoke check box.

Business Contact Name and Privilege Select the business contact's name and the privilege code.

Revoke Select to revoke a privilege.

Operator and Amount For transactions that are dependent on an amount, you can
define privileges that are associated with particular amounts. If
the system authenticates the user for the amount, it displays the
appropriate information. For the Amount field, only numeric
values are relevant; the system does not take the currency into
account.

Message Set Number and Message Associate a default message in case of authorization failure. If
Number authorization fails, the transaction that failed can display the
default message or its own message.

PeopleSoft Order Capture Self Service is delivered with two privilege codes that are built to use privilege
amounts: View All Orders (VIEWALLORDRS) and View All Quotes (VIEWALLQUOTS). These
privileges are associated with an amount that further restricts access to order or quotes over a certain
dollar amount.

Assign Role Privileges Page

Use the Assign Role Privileges page (RB_SRTY_PRIV_DFLT) to assign privileges to roles.

Navigation

Set Up CRM > Security > Self-Service > Role Privileges > Assign Role Privileges

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Image: Assign Role Privileges page

This example illustrates the fields and controls on the Assign Role Privileges page.

Only two business object roles (as defined in the Customer Data Model) are supported with PeopleSoft
CRM self-service. These are consumer and contact. View the sample data for the role privileges and
follow the sample as a guideline. If you have transactions for which data filtration is based on an amount,
use the Amount field.

Amount Use this field if you have transactions for which data filtration is
based on an amount.

Message Set Number and Message Associate a default message in case of authorization failure. If
Number authorization fails, the transaction that failed can display the
default message or its own message.

Existing Customer User Registration Setup Page

Use the Existing Customer User Registration Setup page (RX_CUST_REG_TABLE) to create templates
of records and fields to be used on the User Registration Setup page.

Navigation

Set Up CRM > Security > Self-Service > Existing Customer Registration > Existing Customer User
Registration Setup

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Image: Existing Customer User Registration Setup page

This example illustrates the fields and controls on the Existing Customer User Registration Setup page.

Use this page to set up templates for the fields and records that you want to use for customer registration.
Once you save the template, you can select it from the Template field within the Customer Registration
Fields group box on the User Registration Setup page.

When you set up existing customer user registration, you specify the information that customers enter to
verify their status as existing customers. The system uses this as a template that appears for customers to
enter the information

Note: For security reasons, set up at least two keys that are known only to the user.

Business User Registration Setup Page

Use the Business User Registration Setup page (RX_REP_REG_TABLE) to register business users.

Navigation

Set Up CRM > Security > Self-Service > Business User Registration > Business User Registration
Setup

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Image: Business User Registration Setup page

This example illustrates the fields and controls on the Business User Registration Setup page.

To administer self-registration as a business user (a contact of a company), use the Business User
Registration Setup page to establish a company code and password (company key).

The company name is the company for whom you are setting up the registration keys. When a self service
user or external company administrator uses the company key to register, the user that is created by the
system is tied to the company defined on this page.

Company Key Enter a value that you provide to a company administrator so

that their users can self-register and gain access to the site.
The company code and key are used to authenticate users who
attempt to register at the self-service site.

Max Registrations Allowed Enter the number of users that are permitted to register with this
(maximum registrations allowed) specific company code.

Assign contact Roles Select Sold To, Bill To, or Ship To to establish the capacity of
the business users that represents the company.

User Registration Setup Page

Use the User Registration Setup page (RX_GUEST_TEMPLATE) to register guest users.

Navigation

Set Up CRM > Security > Self-Service > User Registration > User Registration Setup

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Image: User Registration Setup page (1 of 2)

This example illustrates the fields and controls on the User Registration Setup page (1 of 2).

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Setting Up Security and User Preferences Chapter 4

Image: User Registration Setup page (2 of 2)

This example illustrates the fields and controls on the User Registration Setup page (2 of 2).

Self-service security is controlled by privileges that you establish and assign to guest user IDs. When a
user registers, the system clones the currently active guest ID, with all its access privileges, to create the
new user ID, and then creates the necessary customer or consumer record in the CRM database.

See Setting Up Guest IDs to Access Self-Service Sites.

To administer registration through PeopleSoft CRM self-service, you must set up a guest user ID. The
guest user acts as an administrator and provides the defaults that are necessary to establish new users.

User ID Displays the guest user ID, which is used to make the self-
service site available to anonymous users. You can add several
guest users. Associate each guest user with a different business
unit that is defined on the User Preferences page. By defining
several guest users, you can provide access to different self-
service sites that support different segments of the business.

For example, suppose that the user ID GUEST is associated with

business unit US001, which sells sporting good products. When
you implement these sites, you can define both guest users, and
users can access either site depending on the guest user ID that
they supply.

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Similarly, you can make the language of a site dependent on the

guest user ID.

Password Enter the exact password that authenticates the guest user. The
user ID and password in combination are either appended to the
URL string that provides direct access to the site or is placed in
the config.properties file in PeopleTools installation.

Refer to the installation instructions for more information about

installing direct access to your website.

Password Never Expires and Select one of these values to indicate when the password
Password Expires in Days expires. If you select Password Expires in Days, enter the
number of days.

Consumer Name Select the template that you want to use for the consumer name.
Guest users visiting the self-service site might create their own
accounts but only provide minimal information, such as user
ID, password, name, email, phone, and address information.
The guest user does not enter other required information, such
as currency, payment method, and carrier information, which
appears by default from the template consumer.

Process Profile and Primary Assign an appropriate permission list that has access to run
batch processes. This permission list is copied to the new user
that is created through self-service.

Template Select the template that contains the fields and records that you
want to use for guests using self-service registration.

Terms and Conditions Select the template that contains the terms and conditions, terms
of service, and privacy statements that you want to use for
guests using self-service registration.

Catalog and Customer Care Select the item to which you want to direct self-service users.

Role Name Grant roles for consumer and business users by selecting role
names from the lists in the Grant Consumer Role(s) and Grant
Business User Role(s) grids. You can add as many roles as you
want. When a consumer is created, the consumer roles that you
specify are assigned to the new consumer user; and when a
business user is created, the business user roles that you specify
are assigned to the new business user.

To enable guest users to create their own user IDs, you must
define the roles that a guest user can grant to create self-service
users.

For example, in the delivered sample data, the GUEST role

and the PeopleTools role UPG_ALLPAGES can grant the
consumer role. When the VP1 user signs in to set up the guest
user registration, that user can select the consumer role. When

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the guest user or an anonymous user registers as a consumer, the

system assigns the new user to the consumer role.

Related Links
Understanding Customer Self-Service

Terms and Conditions - Self Service Registration Page

Use the Terms and Conditions - Self Service Registration page (RX_REGTXT_SETUP) to set up terms
and condition statements for users completing self-service registration.

Navigation

Set Up CRM > Security > Self-Service > Terms and Conditions > Self Service Registration

Image: Terms and Conditions - Self Service Registration page

This example illustrates the fields and controls on the Terms and Conditions - Self Service Registration
page.

Enter the text for the terms and conditions that you want users to see during self-service registration.

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Terms and Conditions -Terms of Service Page

Use the Terms and Conditions -Terms of Service page (RX_TERMS_SETUP) to set up terms of service
statements for users completing self-service registration.

Navigation

Set Up CRM > Security > Self-Service > Terms and Conditions > Terms of Service

Image: Terms and Conditions - Terms of Service page

This example illustrates the fields and controls on the Terms and Conditions - Terms of Service page.

Enter the text for the terms of service that you want users to see during self-service registration.

Terms and Conditions - Privacy Policy Page

Use the Terms and Conditions - Privacy Policy page (RX_PRVACY_SETUP) to set up privacy policy
statements for users completing self-service registration.

Navigation

Set Up CRM > Security > Self-Service > Terms and Conditions > Privacy Policy

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Image: Terms and Conditions - Privacy Policy page

This example illustrates the fields and controls on the Terms and Conditions - Privacy Policy page.

Enter the text for the privacy policy that you want users to see during self-service registration.

Defining Application Security

To define application security, use the Security Profile Definition (RSEC_PROFILE_DEFN), Security
Membership Definition (RSEC_MEMBER_DEFN), Security View Definition (RSEC_VIEW_DEFN),
Security Function Definition (RSEC_FUNC_DEFN), Security Function Group (RSEC_FUNC_GROUP),
Security Object Definition (RSEC_OBJECT_DEFN), Security Builder (RSEC_BUILDER_RUN),
Security Static Transfer Menu (RSEC_STAT_MENU) components.

This topic discusses how to define application security.

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Pages Used to Define Application Security

Page Name Definition Name Usage

Security Object Page RSEC_OBJECT_DEFN Define the characteristics of the security

object.

Add Membership List (Definition) Page RSEC_MEMBER_SMRY Enter the membership list name and
description.

Add Membership List (Object) Page RSEC_SRTY_WIZ1 Select the membership list security object
(Customer, Person, or Role) that you
want to add.

Add Membership List (Type) Page RSEC_SRTY_WIZ2 Select the type of addition to use, either
Static to select from a list of object
members, or Dynamic to build a SQL
query to define criteria for the list.

Customer Static Member List - Add RSEC_ML_CUSTOMER Select the customers that you want to add
Membership List Page to the membership list from the static list.

Person Static Member List - Add RSEC_ML_PERSON Select the individuals from the static list
Membership List Page that you want to add to the membership
list.

Role Static Member List - Add RSEC_ML_ROLE Select the roles from the static list that
Membership List Page you want to add to the membership list .

Note: Roles are static and are therefore

not available dynamically from a query.

Customer Search - Add Membership List RSEC_CUSTOMER_SRCH Specify the criteria to use in the query
Page to dynamically select customers for the
membership list.

Person Search - Add Membership List RSEC_PRSN_SRCH Specify the criteria to use in the query
Page to dynamically select individuals for the
membership list.

Add View List (Definition) Page RSEC_VIEW_SMRY Enter the view list name and description.

Add View List (Object) Page RSEC_SRTY_WIZ1 Select the view list security object
(Catalog, Customer, Hold Code, or
Performance Metric) that you want to
add.

View List (Type) Page RSEC_SRTY_WIZ2 Select type of addition to use, either
Static to select from a list of objects, or
Dynamic to build a SQL query to define
criteria for the list.

Catalog Static View List - Add Customer RSEC_VL_CATALOG Select the catalogs from the static list that
to View List Page you want to add to the view list.

View List Page RSEC_VIEW_SMRY Select the catalogs from the static list that
you want to add to the view list.

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Setting Up Security and User Preferences Chapter 4

Page Name Definition Name Usage

Customer Static View List - Add RSEC_VL_CUSTOMER Select the customers from the static list
Customer To View List Page that you want to add to the view list.

Hold Static View List - Add View List RSEC_VL_HOLD Select the hold codes from the static list
Page that you want to add to the view list.

Performance Metrics Security - Add RSEC_VL_RA_METRICS Select the performance metrics from the
View List Page static list that you want to add to the view
list.

Customer Search - Add View List Page RSEC_CUSTOMER_SRCH Specify the criteria to use in the query
to dynamically select customers for the
view list.

Functional Option Page RSEC_FUNC_DEFN Define functional options, including

enabling amount-related fields,
conditional operators, application classes,
and messages.

Functional Option Group Page RSEC_FUNC_GROUP Group functional options.

Security Profile Page RSEC_PROFILE Define a security profile.

Security Profile - Membership Page RSEC_PROFILEMEMBER Add membership lists to the security
profile.

Refresh Dynamic Lists Page RSEC_BUILDER_RUN Set run controls for the List Build
process.

Static Menu Transfer Path Page RSEC_STAT_MENU Enter static menu transfer paths.

Security Object Page

Use the Security Object page (RSEC_OBJECT_DEFN) to define the characteristics of the security object.

Navigation

Set Up CRM > Security > CRM Application Security > Security Object > Security Object

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Image: Security Object page

This example illustrates the fields and controls on the Security Object page.

Object Type Select either Membership or View Privilege. The Object type
determines whether the Security Object is used for defining
Membership List or View List.

View Record View record is used to resolve the list of members for a dynamic
membership or view list. The view record must be a distinct
subset of the search record that is used in defining the search for
dynamic criteria.

Security List Record Select the record where you want the system to store the results
of the query or static list that is associated with the security
object. The security list record may vary for each security
object.

Object Source Navigation Select the object source to which you want the system to
navigate while creating dynamic membership or view lists.
Selecting the object source that corresponds to the security
object that you are creating provides for the proper transfer of
the object source during the creation of dynamic membership
or view lists. Data searches that are enabled for application
security are only available as part of the selection. It is important
to choose the correct search definition for the security object.

Static List Navigation Select the static list that you want the system to navigate to
during the creation of the security profile.

This is the navigation that is used for entering static list data
or viewing static list data that is either dynamically created or
manually entered. You set up static list navigations on the Static
Menu transfer page. The system builds the Static List page with
the static list record as a level 1 grid.

Cache Option Select the cache option that you want the system to use for the
security object. The caching option is mainly used for customer

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security. Basically, when a customer is added or updated in the

Customer Data Model (CDM), it tells the system how often to
cache the list members in the list tables and run the Application
Engine job that creates the dynamic queries.

Security Object Options Select one or multiple security object options values:

• Allow Dynamic Members: Select this check box if you want

to create dynamic membership or view lists.

• Allow Reuse: Select this check box if you want to create lists
that can be associated with more than one security profile. If
you clear this check box, the static or dynamic lists that you
create can be attached to only a single security profile, and
the security list record for these security objects will contain
the security profile value.

Note: This check box is used for performance reasons.

When you select this check box, the system adds the
security profile ID to the Security List Table. Using this
option enables the system to make a three-table join and
retrieve results quickly.

• Secure All: Select this check box if you want the system to
apply the view record on the security object definition. If
you clear this check box, no security is applied on the view
record. Clearing this check box also causes applications to
skip the security check.

Note: This check box is used for performance reasons.

For example, if one of your security profiles is set up
to give access to All, the security API will not return
any data. It is implied that the calling application would
display everything. In this situation users in Order Capture
Administration have access to all hold codes. When the
Order Capture application calls the Security API, the
Security API gives the administrators access to all hold
codes. In the code for the Order Capture application the
system doesn't have to create an extra Where clause to show
the filtered list of hold codes.

Note: If you clear this check box, the SQL API returns a
state status of three (3). If the SQL string that is returned
contains SQL, then security must be applied. Empty strings
cause the system to skip the security check. ERROR (or
some other constant) indicates that the context has access to
no security profiles and zero rows should be returned.

• Allow All: Select this check box if you want the system
to display the All field when you are adding view or
membership lists to the security profile.

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• Allow Multiple Members: Select this check box if you want

the system to display the Multiple Listas an available option
when you are creating a view or membership lists.

• Allow Single Member: Select this check box if you want the
system to display the Single Member as an available option
when you are creating a view or membership list.

• Show In Wizard: Select this check box if you want the

system to display the security object as a selectable option in
the drop-down list box when you are creating membership
or view lists.

Related Security Objects Select the security objects that you want to be available with
a security profile. For example, if a Membership-type security
object is defined and associated with two related View-type
security objects, then if a Security Profile is created using the
same Membership object, only the two related objects that were
specified on the Security Object page will be visible as options
in the Security Object drop down list that appears after selecting
the Add View List option for that Security Profile.

Warning! Note that as delivered, the system is designed to only

process certain combinations of membership and view objects,
and that these combinations apply only to certain products
(applications) within the system. These combinations are shown
in the accompanying table. Only these combinations should
be used when setting up your data. Other combinations are
not supported in the system as delivered, and would require
customized coding to implement.

When adding values to the Related Security Objects field, the supported combinations are:

Membership Object View Object Product (Application Usage)

CUSTOMERMEMBER (Customer) CATALOG (Catalog) Order Capture

PERSON (Person) CATALOG (Catalog) Order Capture

PERSON (Person) HOLDCODE (Hold Code) Order Capture

ROLE (Role) HOLDCODE (Hold Code) Order Capture

Add Membership List (Definition) Page

Use the Add Membership List (definition) page (RSEC_MEMBER_SMRY) to enter the membership list
name and description.

Navigation

Set Up CRM > Security > CRM Application Security > Add Membership List > Add Membership List

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Image: Add Membership List (definition) page

This example illustrates the fields and controls on the Add Membership List (definition) page .

Enter a name for the membership list that you want to create. Select the Active status. Enter text that
describes the type of membership list that you are creating.

Add Membership List (Object) Page

Use the Add Membership List (object) page (RSEC_SRTY_WIZ1) to select the membership object and
the members to which you want the security object to apply.

Navigation

Click Next at the bottom of the Add Membership List (definition) page.

Image: Add Membership List (object) page

This example illustrates the fields and controls on the Add Membership List (object) page.

Security Object Select the security object that you want to use for your
membership list:

• Customer

• Person

• Role

Note: You can also create your own security object and select
it from this list. You would, however, need to call the delivered
security APIs at runtime to access security.

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Membership Applies To Indicate to whom you want the membership list to apply. Select:

• All: Select if you want to the membership list to apply to all

members associated with the security object.

• Multiple Members: Select if you want the membership list

to apply to select group of members that are associated
with the security object. When you click Next, the system
displays the next Add Membership List page, where you
can select the membership type that you want to use (either
dynamic or static).

• Single Member: Select if you want the membership list

to apply to a single member associated with the security
object. When you click Next, the system displays the page
that is associated with the security object (either customers,
persons, or roles).

Next Click to go to the next page. The system displays a new page
based on the selections that you have made on the previous Add
Membership List pages.

Add Membership List (Type) Page

Use the Add Membership List (type) page (RSEC_SRTY_WIZ2) to specify whether you want to select
objects (customers, or persons) from a static list or dynamically using a SQL query.

Navigation

Select Dynamic and then click Next at the bottom of the Add Membership List (object) page.

Image: Add Membership List (type) page

This example illustrates the fields and controls on the Add Membership List (type) page.

Membership Type Select from these values:

• Dynamic: Select to choose a dynamic list of members.

When you click Next, a search page appears based on
the security object that you selected on the second Add
Membership List page.

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• Static: Select to choose a static list of members. When you

click Next, a page appears based on the security object that
you selected on the second Add Membership List page.

Next Click to go to the next page. The system displays a new page
based on the selections that you made on the previous pages.

Customer Static Member List - Add Membership List Page

Use the Customer Static Member List - Add Membership List page (RSEC_ML_CUSTOMER) to select
the customers from the static list that you want to add to the membership list.

Navigation

With the security object of Customer selected on the Add Membership List (object) page, select Static,
and then click Next at the bottom of the Add Membership List (type) page.

Image: Customer Static Member List - Add Membership List page

This example illustrates the fields and controls on the Customer Static Member List - Add Membership
List page.

Select the SetID and customer that you want to add to the membership list. Click the Add Customer
button to add new customer members.

Role Static Member List - Add Membership List Page

Use the Role Static Member List - Add Membership List page (RSEC_ML_ROLE) to select roles from
the static list that you want to add to the membership list.

Navigation

With the security object of Role selected on the Add Membership List (object) page, select Static, and
then click Next at the bottom of the Add Membership List (type) page.

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Image: Role Static Member List - Add Membership List page

This example illustrates the fields and controls on the Role Static Member List - Add Membership List
page.

Select the role that you want to add to the membership list. Click the Add Role button to add new member
roles.

Add View List (Definition) Page

Use the Add View List (definition) page (RSEC_VIEW_SMRY) to enter the view list name and
description.

Navigation

Set Up CRM >Security >CRM Application Security >Add View List >Add View List

Image: Add View List (definition) page

This example illustrates the fields and controls on the Add View List (definition) page.

Enter a name for the view list that you want to create. Select the Active status. Enter text that describes the
type of view list that you are creating.

Add View List (Object) Page

Use the Add View List (object) page (RSEC_SRTY_WIZ1) to select the view list security object
(Catalog, Customer, Hold Code, or Performance Metric) that you want to add.

Navigation

Click the Next button from the Add View List (definition) page.

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Image: Add View List (object) page

This example illustrates the fields and controls on the Add View List (object) page.

Security Object Select the security object that you want to use for your view list.
Choose from one of these delivered values:

• Catalog

• Customer

• Hold Codes

• Performance Metric

Note: You can also create your own security object and select it
from this list.

View Applies To Select one of these values to indicate to whom you want the
view list to apply:

• All: Select this value if you want the view list to apply to all
members associated with the security object.

• Multiple Members: Select this value if you want the view

list to apply to select group of members that are associated
with the security object. When you click Next, the system
displays the next Add View List page, where you can select
the view type that you want to use (either dynamic or static).

• Single Member: Select this value if you want the view list
to apply to a single member associated with the security
object. When you click Next, the system displays the page
that is associated with the security object (either hold codes,
catalogs, performance metrics, or customers.

Next Click to go to the next page. The system displays a new page
based on the selections that you made on the previous Add View
List pages.

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View List (Type) Page

Use the Add View List (type) page (RSEC_SRTY_WIZ2).to select type of addition to use, either Static to
select from a list of objects, or Dynamic to build a SQL query to define criteria for the list.

Navigation

Select type of addition to use, either Static to select from a list of objects, or Dynamic to build a SQL
query to define criteria for the list.

Image: Add View List (type) page

This example illustrates the fields and controls on the Add View List (type) page.

View Type Select one of these values:

• Dynamic: Select to define criteria for a dynamic list of

members that you want included in your view list. When
you click Next, a search page appears based on the security
object that you selected on the second Add View List page.

• Static: Select to choose a static list of members. When you

click Next, a page appears based on the security object that
you selected on the second Add View List page.

Next Click to go to the next page. The system displays a new page
based on the selections that you made on the previous pages.

Customer Static View List - Add Customer To View List Page

Use the Customer Static View List - Add Customer To View List (RSEC_VL_CUSTOMER) to select the
customers from the static list that you want to add to the view list.

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Image: Add View List (static) page

This example illustrates the fields and controls on the Add View List (static) page.

This page displays different fields based on the security object that you selected on the previous page.
Select the setID (if this field appears) and the catalog, customer, hold code, or performance metric that
you want to add to the view list.

Customer Search - Add View List Page

Use the Customer Search - Add View List page to specify the criteria to use in the query to dynamically
select customers for the view list.

Image: Customer Search - Add View List page

This example illustrates the fields and controls on the Customer Search - Add View List page.

Select or enter the criteria that you want to use to create a view list. The system uses the criteria that you
select to create a dynamic view list. To see the results of the criteria that you enter, click the Preview
button. When you are satisfied with the results, click the Finish button at the bottom of the page.

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Functional Option Page

Use the Functional Option page (RSEC_FUNC_DEFN) to define functional options, including enabling
amount-related fields, conditional operators, application classes, and messages.

Navigation

Set Up CRM > Security > CRM Application Security > Functional Option > Functional Option

Image: Functional Option page (1 of 2)

This example illustrates the fields and controls on the Functional Option page (1 of 2).

Image: Functional Option page (2 of 2)

This example illustrates the fields and controls on the Functional Option page (2 of 2).

Functional Option and Description Enter a name for the functional option and then enter a
description.

Revoke Wins Conflicts may happen when a user is associated with multiple
security profiles using functional options that conflict or when
the same security profile has overrides for conflicting functional
options. Select this check box if you want the system to not
override the security for the functional option that you are
creating when there are conflicts within or among different
security profiles.

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Note: If one functional option group grants an option and

another revokes it, the revoke takes precedence. If the Revoke
Wins check boxes are not selected in the same scenario, the
option is granted.

Related to Amount Select to enable amount-related fields during the setup of

functional option groups and specific functional options within
the security profile.

Maximum Amount Wins Select this check box to indicate that you want the maximum
amount to win when there are functional options that conflict
within or among different security profiles

Use Conditional Operator Select to enable the conditional operator field during the setup
of functional option groups and specific functional options
within the security profile for amount-related fields.

Base Currency Select the currency that is used most often for the functional
option that you are creating.

Application Class ID, Application Use these fields if you are writing PeopleCode programs
Class Path, and Option Value required to evaluate the functional option. Select the ID and path
Translate Field of the application class that the system carries out when a user
accesses the function or when the program runs. Also, you can
specify a value translate field with values that will be interpreted
by the calling application to perform a specific functional action.
For example, the display template uses a translate field that
makes the fields display-only or changeable.

See "Understanding Display Templates" (PeopleSoft CRM 9.2:

Automation and Configuration Tools).

Message Set Number and Denial Select the message that you want the system to display if a user
Reason is denied access to the function.

Functional Option Group Page

Use the Functional Option Group page (RSEC_FUNC_GROUP) to group functional options.

Navigation

Set Up CRM > Security > CRM Application Security > Functional Option Group > Functional Option
Group

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Image: Functional Option Group page

This example illustrates the fields and controls on the Functional Option Group page.

Use functional option groups to group functional options. You may then associate the functional option
groups with security profiles. Creating functional option groups and using them with security profiles can
help make security maintenance faster and more efficient.

Functional Option Group and Enter a name for the functional option group and then enter a
Description description.

Functional Option Tab

Functional Option Select the functional options that you want to include in the
functional option group.

Option Value Select the value that you want to use for the functional option.
This field is available for entry only if a translate field was set
up on the functional option.

Revoke Select this check box if you want the system to override the
security for the functional option when there are conflicts within
or among different security profiles.

Note: Revoke applies to the functional option only (for

example, does a user have authorization to transfer money). If
one functional option group says yes and another says no, the
functional option that has the Revoke Wins check box selected
wins and resolves the conflict.
For transfer amounts, there is another type of conflict resolution
called Max Amount Wins. In this situation, if one functional
option group gives you access to 2000 USD and another gives
you access to 3000 USD, the maximum amount wins and you
have the authority to transfer up to 3000 USD.

Add Function Option Click to add a new row in the functional option grid.

Amount Related Tab

The fields that appear on this page are used if the functional option is associated with an amount field.

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Conditional Operator Select the conditional operator (for example, equal to, less than,
greater then, and so on) that you want to use for the functional
option.

Amount Enter the amount that you want associated with the conditional
operator for the functional option.

Denial Reason Select the reason that you want the system to display if the
user is denied access to the transaction related to the functional
option.

For example, let's say you have given order capture

representatives the ability to override prices. At some point
in the season, you may want all of them to be denied from
overriding prices on the items that you sell. You can go to
the functional option group definition and set the Revoke
Wins check box. From that point onward, the order capture
representatives are denied from doing price overrides. You can
set up similar situations for leads, opportunities, cases, and so
on.

Security Profile Page

Use the Security Profile page (RSEC_PROFILE) to define a security profile.

Navigation

Set Up CRM > Security > CRM Application Security > Add Security Profile > Security Profile

Image: Security Profile page

This example illustrates the fields and controls on the Security Profile page.

Defining security profiles involves the granting of view lists and/or functional options. You then grant
or associate one or multiple membership lists with the security profile. An enterprise administrator
or enterprise channel manager should know how to create and maintain security profiles, as well as
understand how security is impacted when a security profile changes.

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Warning! Inactivating a security profile removes the associated membership and view lists

Name and Description Enter a name for the security profile and then enter a
description.

Add Functional Option Group Click to access the Functional Options Group page, where
you can select the functional option groups that you want
to include in the security profile. You can also use this page
to view the functional options that are associated with the
functional option group. The Enterprise Administrator who is
assigning the Functional Option Groups must be aware of the
groups that make sense for a given Membership list. Out of
the box, all functional options and functional options groups
that are delivered by PeopleSoft work with the 'Role' Security
Membership Object.

Add View List Click to access the Add View List page, where you can select
the view lists that you want to include in the security profile.

Click to access the Refresh Dynamic Lists page, where you can
set up a process to periodically refresh the lists that you have
associated with the security profiles that you created. View lists
and Membership lists that are built based on dynamic criteria
are refreshed.

Security Profile - Membership Page

Use the Security Profile - Membership page (RSEC_PROFILEMEMBER) to add membership lists to the
security profile.

Navigation

Set Up CRM > Security > CRM Application Security > Add Security Profile > Membership

Image: Security Profile - Membership page

This example illustrates the fields and controls on the Security Profile - Membership page.

Add Membership List Click to access the Add Membership List page, where you
can select the membership lists that you want to include in the
security profile.

Click to access the Refresh Dynamic Lists page, where you can
set up a process to periodically refresh the lists that you have

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associated with the security profiles that you created. View lists
and Membership lists that are built based on dynamic criteria
are refreshed.

Refresh Dynamic Lists Page

Use the Refresh Dynamic Lists page (RSEC_BUILDER_RUN) to set run controls for the List Build
process.

Navigation

• Set Up CRM > Security > CRM Application Security > Refresh Dynamic Lists > Refresh Dynamic
Lists

• Click Run from the Security Profile page.

Image: Refresh Dynamic Lists page

This example illustrates the fields and controls on the Refresh Dynamic Lists page.

Use this page to refresh the lists, security objects, and profiles that you have created to implement security
for your PeopleSoft CRM environment. If the content of the lists, objects, and profiles changes frequently,
you can set up this process to run daily, every few minutes, or every few hours.

Note: When a new user registers in Order Capture Self Service, they will not have immediate permission
to view the product catalog. Application security needs to be triggered to get the appropriate product
catalog access for the person who has just registered.

Process Type Select one of these values based on the type of list that you want
to refresh:

• Dynamic List Refresh.

• New and Updated List Members.

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Chapter 4 Setting Up Security and User Preferences

• Data Integrity.

Process Scope Select one of these lists or objects that you want to refresh:

• All Objects

• Security Object

• Security Profile

• Membership List

• View List

Note: If you select All Objects, you do not need to specify the
objects that you want to refresh. If you select any other value,
you must use the field that corresponds to your selection to
select a list, profile, or object name.

Static Menu Transfer Path Page

Use the Static Menu Transfer Path page (RSEC_STAT_MENU) to enter static menu transfer paths.

Navigation

Set Up CRM > Security > CRM Application Security > Static Menu Transfer Path > Static Menu
Transfer Path

Image: Static Menu Transfer Path page

This example illustrates the fields and controls on the Static Menu Transfer Path page.

Use this page to create static menu transfer paths for entering or viewing static list data that is either
dynamically created or manually entered. The static list navigations that you create on this page appear
in the Static List Navigation drop-down list box on the Security Object page. Static list navigation is used
when you create a security profile.

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Chapter 5

Working with Notes and Attachments

Understanding Notes and Attachments

This topic discusses:

• Notes in PeopleSoft Customer Relationship Management (PeopleSoft CRM).

• Attachments.

• Note types.

Notes in PeopleSoft CRM

You can view and update notes in PeopleSoft CRM in two ways:

1. The Notes List (RB_NOTES_LIST) component.

2. Notes pages on CRM components and transactions.

The Notes List Component

This component summarizes notes that are entered on commonly used PeopleSoft CRM components:
Lead, Opportunity, Case, Customer, Contact and Consumer, and enables you to select a note and transfer
to the Notes page in the component to view and update note details.

Notes Pages
All PeopleSoft CRM components that can have notes attached to them use the same interface; however,
the Notes page itself might vary slightly depending on the parent object. For example, case notes and
order notes have a visibility field that determines whether self-service users can see the note when they
look at the parent object. Other objects that are not accessible through self-service do not have this field.

Note Details
The note details view displays complete information for a single note, including a list of attachments that
is associated with the note.

Notes Summary
The notes summary view lists all existing notes for the component.

Notes pages on some components include a summary notes list on the same page as the note details; for
other components, the summary notes list is on a separate page. The summary notes list might also be part
of a more general page.

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Case notes can be associated with the case itself or with a resolution in the case. The notes summary view
that is in the Case component displays both types of notes together. A resolution icon identifies notes that
are part of a resolution.

Attachments
When you add an attachment to a note, you identify the file to attach. Once you identify the file, the
system uploads the attachment to an attachment server. The attachment server stores attachment files,
which ensures that the attachments are available to all users. You configure the system by using the
Uniform Resource Locator (URL) Maintenance page to specify a URL for each component that supports
attachments. This setup is part of the PeopleSoft CRM installation process.

See the installation guides on My Oracle Support.

Files stored as attachments have two names. The original name of the file at the time it was uploaded
is stored in the ATTACHUSERFILE field. A system-generated unique file name, stored in the
ATTACHSYSFILENAME field, is the actual name of the file on the file server. The different objects that
store attachments have different file-naming patterns for generating the ATTACHSYSFILENAME value,
but all patterns are based on the ATTACHUSERFILE file name.

For example, system names for case attachments are formed by concatenating the case number, the letter
C, the note sequence number, the letter R, the attachment sequence number, and the original file name.
The following code represents this pattern:

CASE_ID||"C"||NOTE_SEQ_NBR||"R"||ATTACH_SEQ_NBR||ATTACHUSERFILE

Except in the Product component, attachments are associated with a note rather than associated with
the note's parent object. When you click the link for an existing attachment, the system launches the
attachment. If the attachment is an executable or batch program, the system runs the program. If the
attachment is any other type of file, the system handles it according to the operating system's rules, either
opening the file in a new browser window, prompting for a location to download the file, or offering a
choice between these two actions.

Note Types
Most differences in the Notes page for different parent objects are self-explanatory. However, there is one
hidden difference: the Note Type field that appears in some components derives its values from different
places depending on the parent object.

This table lists the pages where you define valid note types for objects that use note types:

Parent Object Source of Valid Note Types

Business objects: Company, Consumer, Representative, and Note Type page (BC_NOTETYPE_TBL), found under Set Up
Site CRM > Common Definitions > Notes

Case and Solution Case and Solution Note Type page (RC_NOTETYPE), found
under Set Up CRM > Common Definitions > Notes

Order/Quote Product Note Type page (NOTE_TYPE), found under Set Up

CRM, Common Definitions, Notes

Campaign Detail Translate (xlat) table.

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Chapter 5 Working with Notes and Attachments

Parent Object Source of Valid Note Types

Other objects Notes for other objects do not include a Note Type field.

Related Links
Setting Up Note Types

Setting Up Note Types

To set up note types, use the Note Types (RC_NOTETYPE) component.

This topic lists the pages used to set up note types.

Pages Used to Set Up Note Types

Page Name Definition Name Usage

Note Type Page BC_NOTETYPE_TBL Set up note categorization codes that

you can reference on the notes pages
available in the Company, and Person
components.

Case and Solution Note Type Page RC_NOTETYPE Set up note types that you can reference
on the notes pages available in the Case
and Solution components.

Product Note Type Page NOTE_TYPE Set up note types that you can reference
on the notes pages available in the
Product component.

Creating Standard Notes and Product Notes

This topic discusses how to create standard notes and product notes.

Pages Used to Create Standard Notes and Product Notes

Page Name Definition Name Usage

Standard Notes Page STD_NOTE Create a standard note.

Product Notes Page PROD_NOTE Create product notes.

Standard Notes Page

Use the Standard Notes page (STD_NOTE) to create a standard note.

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Working with Notes and Attachments Chapter 5

Navigation

Set Up CRM > Common Definitions > Notes > Standard Notes > Standard Notes

Image: Standard Notes page

This example illustrates the fields and controls on the Standard Notes page.

Text Enter up to 256 characters of text. You can modify the text, but
you cannot have more than one entry.

Search Key Words Enter keywords to select notes for reporting.

Print On Document Not applicable to standard notes.

Product Notes Page

Use the Product Notes page (PROD_NOTE) to create product notes.

Navigation

Products CRM > Product Notes > Product Notes

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Chapter 5 Working with Notes and Attachments

Image: Product Notes page

This example illustrates the fields and controls on the Product Notes page.

Search Key Words Enter keywords to select notes for reporting.

Print On Documents Not applicable for product notes.

Entering and Viewing Notes

This topic discusses how to enter and view notes.

Note: Because Notes pages are always accessed within the context of a component (such as an order
capture or campaign), navigational paths are not listed in this table. For the navigational path, refer to the
component documentation.

Pages Used to View and Enter Notes

Page Name Definition Name Usage

Notes List - Lead Notes Page RB_NOTES_LIST_LEAD View a list of lead notes and access note
details.

Notes List - Opportunity Notes Page RB_NOTES_LIST_OPP View a list of opportunity notes and
access note details.

Notes List - Case Notes Page RB_NOTES_LIST_CASE View a list of case notes and access note
details.

Notes List -Company Notes Page RB_NOTES_LIST_CUST View a list of company notes and access
note details.

Notes List - Contact Notes Page RB_NOTES_LIST_PRSN View a list of contact notes and access
note details.

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Working with Notes and Attachments Chapter 5

Page Name Definition Name Usage

Notes List - Consumer Notes Page RB_NOTES_LIST_CONS View a list of consumer notes and access
note details.

Notes Page PROD_ATT Create or update notes and add

attachments.
RA_CAMPAIGN_NOTES

RA_CONTENT_NOTE

RA_LIST_NOTE

RA_OFFER_NOTE

RB_EMAIL_NOTE

RC_CASE_NOTE

RC_CASE_RSLN_NOTE

RC_SOLN_NOTES

RD_NOTES

RE_NOTES

RE_NOTE_SUMMARY

RF_RMA_NOTE

RO_NOTE

RF_SERVICE_NOTE2

RF_SO_NOTE2

RF_SO_RSLN_NOTE

RQ_DEFECT_NOTES

RG_CHANGE_NOTE

RSF_LEAD_NOTES

RSF_OPP_NOTES

Notes List -Company Notes Page

Use the Notes List -Company Notes page (RB_NOTES_LIST_CUST) to view a list of company notes
and access note details.

Navigation

Customers CRM > Notes List > Company Notes

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Chapter 5 Working with Notes and Attachments

Image: Notes List - Company Notes page: Note Details tab

This example illustrates the fields and controls on the Notes List - Company Notes page: Note Details tab.

Note Details
Select the Note Details tab.

Click the View Detail button to transfer to the Notes page of the
corresponding component to view note summary and details.

You can return to the notes list from the Notes page using the
History field.

Note Summary
Select the Note Summary tab.

Image: Notes List - Company Notes page: Note Summary tab

This example illustrates the fields and controls on the Notes List - Company Notes page: Note Summary
tab.

This section displays the customer or contact name of the note and its note subject.

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Working with Notes and Attachments Chapter 5

Notes Page
Use the Notes page (PROD_ATT) to create or update notes and add attachments.

Navigation

The object name, navigation path, and page appearance varies by component. Refer to the documentation
for each parent component.

Note: This sample page shows the Notes page of the Company component. The fundamental appearance
and behavior of the Notes page is similar throughout PeopleSoft CRM. Be aware, however, that the Notes
page for some components (such as for the Support Case) also contains a rich-text editor that provides
options for formatting the text. Refer to the product documentation for each parent component.

Image: Notes page

This example illustrates the fields and controls on the Notes page of the Company component.

Notes Summary
A summary of existing notes for the component appears in this page region. If there are attachments for
the note, the number of attachments appears in the Attachments column.

Email Select a note from the list and click this button to compose
and send an email using the Outbound Notification page. Any
attachments associated with the note will be made available on
the Outbound Notification page for inclusion in the email.

View Select a note from the list and click this button to view the note
details.

Add Note Click this button to add a new note to the transaction.

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Chapter 5 Working with Notes and Attachments

Note Details
If no notes exist for the component, this page region is titled Add Note. and contains only an Add Note
button.

Subject Enter a short summary of the note. If you do not enter a value,
the system enters the first fifty characters of the Details field
into this field when you save the note.

Note Type Select a classification for the note. Values are defined differently
depending on the parent object. This functionality is not
available in all components.

See Note Types.

Contact Information Used in Call Center case notes to identify a contact to be

associated for this specific note.

Details Enter the full text of the note.

Apply Note Click to update the Notes Summary list with the note that you
entered.

Note: Click the Apply Note button to add the note to the Notes
Summary grid. The note is not saved to the component until you
save the component.

Add an Attachment Click to add an attachment to the note.

Adding Attachments to Notes

This topic discusses how to add attachments to notes.

Selecting a File to Add as an Attachment

To add an attachment to a note:

1. Access the Notes page for the object to which you are adding an attachment.

Note: Normally you add attachments to notes. In the Product component, however, you add
attachments directly to the product.

2. Click the Add an Attachment button.

Enter the full path (including the file name) of the file to attach.

3. In the dialog box that appears, enter the full path name of the file to attach, or browse to the file.

4. Click the Upload button.

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The system uploads the specified file to the server that is configured to store all of the PeopleSoft
CRM attachments. Large files may take a long time to upload. When the upload is complete, the
system displays the Notes page again. If the upload was successful, the file appears on the page.

5. Add descriptive information about the file.

If the parent object is a note, you can also use the note to record a longer comment about the
attachment.

6. Save the component.

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Chapter 6

Using Interactive Reports

Understanding Interactive Reports

This topic discusses:

• Interactive reports and the Analytic Calculation Engine.

• Delivered report and query definitions.

Interactive Reports
PeopleSoft Customer Relationship Management (PeopleSoft CRM) interactive reports are based on the
PeopleSoft business analysis modeler tool Analytic Calculation Engine (ACE).

Use the interactive reports to view transactional data in multidimensional online reports. For example,
a PeopleSoft Call Center business analysis modeler report might have two dimensions: customer and
product. This enables users to display the number of cases in four ways—customer, product, customer
within product, or product within customer.

Interactive reports can have more than two dimensions, which enable users to organize data in a variety of
ways that serve various business purposes. Users drag and drop the available dimensions to reconfigure
the report view as they use it. For example, in viewing a call center report, a user might add another
available dimension such as month as a third dimension.

Users can filter interactive report data by selecting a single value for any dimension. For example, a user
can limit a report so that only cases for one customer, organized by product and then by month, appear.
This filtering capability provides the user with an overview of the products that are giving the customer
trouble, as well as whether the number of cases that are reported against each product is decreasing or
increasing.

Access to an Interactive Report is controlled by user roles. The user can export report data to Microsoft
Excel or print a hard copy. While you can interact with these reports by modifying data and moving data
elements (dimensions) on the reports, the communication between the report and PeopleSoft CRM is one-
way—changes you make to interactive report data are local only, and do not affect the original source data
in the PeopleSoft CRM database. Also, you cannot transfer from an interactive report to any PeopleSoft
CRM components in order to access data.

PeopleSoft ACE is a PeopleTools product. For information on installing and setting up interactive reports
using ACE, see the following references listed.

See PeopleTools: Analytic Calculation Engine product documentation.

Delivered Report and Query Definitions

PeopleSoft CRM provides these interactive report definitions:

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Using Interactive Reports Chapter 6

Report Description Application

Campaign Performance Forecast Marketing

Dialog Performance Forecast Marketing

Dialog Survey Report Marketing

Workforce Survey Analysis Marketing

Service Level Management Support

Service Operations Analytics Support

Utilization Rate FieldService

Service Order Summary FieldService

Service Order Aging FieldService

Change Request Metrics HelpDesk

Forward Schedule of Changes HelpDesk

Service Level Agreement HelpDesk

Enterprise Order Metrics Order Capture

Enterprise Order Revenue Order Capture

Order Revenue Order Capture

Order Metrics Order Capture

Sales Compare of Forecasts Sales

Sales Activity Forecasts Sales

Dialog Performance Report Online Marketing

Each report has an accompanying query definition that is similarly named to the report definition.

Launching Interactive Reports

Each PeopleSoft CRM application that delivers an interactive report provides documentation for viewing
that specific report.

See the appropriate product documentation:

• "Understanding Interactive Reports" (PeopleSoft CRM 9.2: Call Center Applications) in the
PeopleSoft CRM: Call Center Applications .

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Chapter 6 Using Interactive Reports

• "Understanding CRM Interactive Reports" (PeopleSoft CRM 9.2: Order Capture Applications) in the
PeopleSoft CRM: Order Capture Applications

• "Understanding Workforce Reports" (PeopleSoft CRM 9.2: Workforce Communications)

in PeopleSoft CRM: Workforce Communications

• "Understanding Interactive Reports" (PeopleSoft CRM 9.2: Sales)

in PeopleSoft CRM: Sales

• "Understanding Interactive Reports" (PeopleSoft CRM for Marketing Applications 9.2) in PeopleSoft
CRM: Marketing

• "Understanding PeopleSoft Integrated FieldService Interactive Reports" (PeopleSoft CRM 9.2:

Integrated FieldService) in PeopleSoft CRM: Integrated FieldService

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Using Interactive Reports Chapter 6

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Chapter 7

Setting Up Currencies

Understanding Currencies
This topic discusses:

• Currency management in PeopleSoft Customer Relationship Management (PeopleSoft CRM).

• Direct and indirect rate quotations.

• Triangulation.

• Automatic reciprocation of quote methods.

Currency Management in PeopleSoft CRM

PeopleSoft CRM enables you to manage financial information in multiple currencies and perform
currency conversions. The Currency Code table that PeopleSoft CRM delivers defines many common
currencies that are identified by the International Standards Organization (ISO) standard, including the
European common currency (euro). You can update the currency definitions on this table or enter new
ones.

Note: The Currency Code table supports the ISO standard of zero, two, and three decimal positions.

PeopleSoft supports direct and indirect rate quotation, quote units, and triangulation to provide you with
flexible tools to convert and manage multicurrency operations. The currency quotation method controls
how a stored rate appears and how an entered rate is interpreted and stored in the database.

You can set up a currency quotation method for each from and to pair of currencies that you use. Define
currency quotation options before entering and calculating rates.

Direct and Indirect Rate Quotations

An exchange rate is the price of one currency, such as the British pound, in terms of another currency,
such as the U.S. dollar. Exchange rates are quoted directly or indirectly. Most countries use the direct
method. With this method, the exchange rate indicates how much of the local currency is exchanged for
one unit of the foreign currency. For example, suppose that one has to pay .6326 pounds to obtain one
dollar, the direct quotation is 1 USD = .6326 GBP.

With the indirect method the exchange rate is expressed as the amount of foreign currency that is required
to purchase one unit of the domestic currency. In the preceding example, the indirect quotation is 1 GBP =
1.5814 USD.

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Triangulation
Triangulation is used in hyperinflationary environments in which all conversions to the local currency are
done through a reference currency—a stronger, more stable currency, such as the U.S. dollar.

For currency pairs that triangulate, you do not typically maintain rates online. Instead, the Cross Rate/
Triangulation Generation SQR (Structured Query Report) uses these three exchange rates:

• The rate between the from and reference currencies.

• The rate between the reference and to currencies.

• The cross rate between the from and to currencies.

Typically, you do not maintain these rates directly.

Set up the currency quotation methods correctly to yield the correct results for triangulation. Two
fields store the rate conversion factor: RATE_DIV and RATE_MULT. With these in mind, the currency
conversion formula is always (From currency / RATE_DIV) * RATE_MULT = To currency.

For example, converting from the Russian rouble (RUR) to the Brazilian real (BRL) through the U.S.
dollar (USD) is a two-step conversion. First, the RUR is converted to the USD using the appropriate
triangulated rate (which uses the RUR to USD component of the triangulated rate that is stored in
RATE_DIV). Second, the USD is converted to the real by using the fixed exchange rate (which uses the
USD to BRL component of the triangulated rate that is stored in RATE_MULT).

It was a legal requirement to use triangulation to convert currencies participating in the euro prior to
January 1, 2002. Even after an enterprise has switched over to the euro, it is necessary to keep historical
data available in the national currency unit in order to maintain an audit trail. In most countries, national
law requires enterprises to keep accounting records in their original form for at least 5 to 10 years. This is
important to avoid synchronization problems between the legacy and the converted systems. For example,
representing amounts dated before the euro came into existence in euro could cause anomalies when
comparing data that was collected during the floating-rate era before January 1, 1999.

Conversion of historical data requires that you convert all instances of the same data in exactly the same
way. This can cause rounding differences with non-normalized data, as is commonly the case in data
warehouses that support management information systems (MIS) or decision support systems (DSS).
Each organization must decide how significant such differences are in the context of the data use, which
might be merely for internal trend analysis.

Automatic Reciprocation of Quote Methods

The Currency Quotation Method page automatically reciprocates itself. For example, if you define the
conversion of USD to GBP as indirect, the system automatically creates this record to indicate a quote
method of direct. If you change the quote method on the GBP to USD record, the system automatically
updates the USD to GBP record.

This table lists each possible value with its reciprocal value:

Page Element Value (for RUR to BRL) Reciprocal Value (for BRL to RUR)

Rate Quotation Basis Direct Indirect

Indirect Direct

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Chapter 7 Setting Up Currencies

Page Element Value (for RUR to BRL) Reciprocal Value (for BRL to RUR)

Quote Units Any value Same value

Rate Decimal Positions 4 (default value) Same value

Auto Reciprocate Yes Yes

No No

Triangulate Yes Yes

No No

Reference Currency Any value Same value

Primary Visual Rate From - To (RUR - BRL) From - To (BRL - RUR)

From - Reference (RUR - USD) Reference - To (USD - RUR)

Reference - To (USD - BRL) From - Reference (BRL - USD)

Cross-Rate Allow Override Yes Yes

No No

Cross-Rate Recalculate From - Reference (RUR - USD) Reference - To (USD - RUR)

Reference - To (USD - BRL) From - Reference (BRL - USD)

Setting Up Currencies
To set up currencies, use the Currency Code (CURR_CD_TABLE) and Currency Quotation Method
(CURR_QUOTE_PNL) components.

This topic discusses setting up currencies in PeopleSoft CRM.

Pages Used to Set Up Currencies

Page Name Definition Name Usage

Currency Code Page CURRENCY_CD_TABLE Add or update a currency code.

Currency Quotation Method Page CURR_QUOTE_PNL Set up and maintain a currency quotation
method for each from currency and to
currency pair.

Currency Code Page

Use the Currency Code page (CURRENCY_CD_TABLE) to add or update a currency code.

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Navigation

Set Up CRM > Common Definitions > Currency > Currency Code > Currency Code

Image: Currency Code page

This example illustrates the fields and controls on the Currency Code page.

Currency Symbol Enter a currency symbol. You can change the currency symbol
that is delivered with the application or enter new symbols for
currencies.

Scale Positions Enter the number of numerals that you want to appear to the
left of the decimal. The system rounds numbers accordingly for
display, although it actually stores data with full precision in the
database.

For example, suppose that you want all million dollar amounts
to appear as the number of millions without the zeros, enter 6 as
the scale position. In this case, 24,000,000 appears as 24, but it
is stored in the database as 24,000,000.

Currency Quotation Method Page

Use the Currency Quotation Method page (CURR_QUOTE_PNL) to set up and maintain a currency
quotation method for each from currency and to currency pair.

Navigation

Set Up CRM > Common Definitions > Currency > Currency Quotation Method > Currency Quotation
Method

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Chapter 7 Setting Up Currencies

Image: Currency Quotation Method page

This example illustrates the fields and controls on the Currency Quotation Method page.

Rate Quotation Basis

Direct Select if you want direct quotes for currency pairs. For example,
for a conversion of dollars to euros, a direct quote indicates that
1 USD = x.xxxx EUR.

Note: You must still classify currency pairs that triangulate as

either direct or indirect for use in displaying the calculated cross
rate.

Indirect Select if you want indirect quotes for currency pairs. For
example, for a conversion of dollars to euros, an indirect quote
indicates that x.xxxx USD = 1 EUR.

Note: You must still classify currency pairs that triangulate as

either direct or indirect for use in displaying the calculated cross
rate.

Quote Units Enter any value in this field, although quote units generally have
a scale of 10 (such as 10, 100, 1000). The default value for this
field is 1.

Quote units, sometimes called scaling factors, are used to

preserve decimal position. For example, you might state the

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Setting Up Currencies Chapter 7

exchange rate between roubles and dollars as 1000 RUR = 31.

4169 USD instead of 1 RUR = 0.031469 USD.

Auto Reciprocate Select to have the system automatically create or update the rate
for the reciprocal currency pair whenever an exchange rate is
added or updated. For example, when you enter a new USD to
GBP rate, the GBP to USD rate is updated automatically. You
can only automatically reciprocate currency pairs for which
quotation methods are established. The check box is selected by
default.

Triangulation Options
Use the Triangulation Options group box to set up triangulation between currencies.

Triangulate Select to convert two currencies through a third currency (the

reference currency).

Reference Currency Enter the currency through which the from currency is
converted. For example, when the system converts between
Russian roubles and Brazilian reals, the reference currency
might be the United States dollar.

Primary Visual Rate Select the primary rate. The primary rate appears on primary
pages and reports.

Allow Override Select to enable users to override the cross rate for a triangulated
currency pair. If this check box is cleared, users can only change
the components of the triangulated rate. If you select this check
box, you must specify which currency pair the system uses to
recalculate to keep the triangulation accurate.

Recalculate Select the method for recalculation.

Calculating Currency Exchange

This topic discusses how to calculate currency exchange.

Page Used to Calculate Currency Exchange

Page Name Definition Name Usage

Currency Exchange Calculator Page CURRENCY_EXCHNG_PN Calculate the currency exchange between
currencies.

Currency Exchange Calculator Page

Use the Currency Exchange Calculator page (CURRENCY_EXCHNG_PN) to calculate the currency
exchange between currencies.

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Navigation

Set Up CRM > Common Definitions > Currency > Currency Exchange > Currency Exchange
Calculator

Image: Currency Exchange Calculator page

This example illustrates the fields and controls on the Currency Exchange Calculator page.

Effective Date Enter the date of the currency conversion. The system uses the
rate that is effective on the date that you enter.

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Chapter 8

Setting Up Credit Card Encryption

Understanding Credit Card Encryption

PeopleTools Pluggable Cryptography is an advanced security framework that introduces a new security
model for applications to encrypt and decrypt credit card data. This feature adds greater security to the
credit card data handling system as well as upgrades existing credit card data.

Credit card encryption is available to PeopleSoft CRM implementations that are integrated with
PeopleSoft Financials.

Strong Encryption
Pluggable Cryptography protects critical PeopleSoft data and enables more secure data communication
with other businesses. It enables you to extend and improve cryptographic support for your data in
PeopleTools. By incrementally acquiring stronger and more diverse algorithms for encrypting data,
Pluggable Cryptography offers strong cryptography with the flexibility to change and grow.

Enhanced cryptography capability is provided by PeopleSoft pluggable encryption technology (PET),

which employs 3DES algorithms and 168-bit encryption keys to secure data.

Features
Applying Pluggable Cryptography to your system:

• Improves the system's ability to protect credit card data during transfer and storage.

• Upgrades existing credit card data.

• Protects data during information display.

Once upgraded, the system displays credit card numbers so as to mask them. Before upgrade, the system
displayed all digits of a credit card number, whether display-only or editable. The feature modifies the
display to show only the last four digits, replacing each preceding digit with an X.

Standards
PeopleTools Pluggable Cryptography complies with the cardholder data protection requirements of
the Payment Card Industry (PCI) Security Standards Council and with Visa's Cardholder Information
Security Program (CISP). When you enable this feature, credit card numbers for external third-party
payers, such as customers or students, are encrypted.

Note: This feature upgrades credit card numbers that are shared with the PeopleSoft Financials or a third-
party database; it does not upgrade those stored internally in the CRM database, such as company-owned
or employee credit cards.

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See “Securing Data with Pluggable Cryptography” in PeopleTools: Security Administration product
documentation.

Understanding Credit Card Verification Number Encryption

To enhance the security of credit card transactions, the CRM system supports the inclusion of
verification number in the credit card authorization process. A verification number, also known as a
card identification number, card authentication value, or card validation code depending on the card
company, is a 3-digit or 4-digit code that is printed on the back or the face of the credit card. The number
is associated uniquely to the card account number as well as the physical credit card. For transactional
components that support credit card payments, a field is available to capture the verification number of
the credit card. When a transaction, paid by credit card, is submitted, the specified credit card information
and the verification number are sent to the authorization process.

In compliance with the guidelines recommended by the PCI Security Standards Council regarding
sensitive authentication data, the verification number is removed permanently from the database once the
authorization process completes (passed or failed). In situations where the card data is accepted but not
immediately authorized (for example, future dated orders that are saved in the database and not submitted
until the order date is reached), the verification number is stored in an encrypted format and is masked
with XXX when displayed in the field until the value is deleted after authorization.

Here are a list of transactional components that support credit card payments and accepts verification
number for authorization processing:

• Support Case.

Credit card transactions are not applicable to HelpDesk and HR HelpDesk cases.

• Order (agent-facing and customer-facing).

• For canceled orders (which can be orders that are not yet submitted, or expired orders that are
canceled by a batch process on a regular basis), their saved verification numbers are deleted from
the database.

• For future dated orders, their verification numbers are stored in the database, and will be removed
when the fulfill by date is reached AND the orders are submitted.

• For bulk orders, credit card information (including the verification number) is transferred to their
child orders. Upon submission, the verification number is removed from the database and no
longer appears on the parent and child orders.

• Agreement.

• Service order.

• Prepaid account.

Verification number is not supported in non-prepaid accounts.

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Chapter 8 Setting Up Credit Card Encryption

Note: Because of its sensitive nature, verification number is not stored or displayed in the section of the
Person component where credit card entries are stored, nor it is passed to another system (for example,
supply chain system) through integration points.

Integration Technology
PeopleSoft CRM uses the Integration Broker messaging technology (SOAP) to perform credit card
authorizations with CyberSource (certified third-party vendor).

To facilitate message exchange between the PeopleSoft and Cybersource systems, an application engine
program (CYB_SOAP_REQ) is used to transform authorization request and response messages to the
appropriate format for the system that receives them.

The system delivers a node called PSFT_CYB in Integration Broker as part of the integration setup. This
node contains the Cybersource-specific HTTP connector settings for contacting the authorization servers
via SOAP as well as message transformation and routing settings.

Note: This SOAP-based integration uses core Integration Broker functionality that is available in all
PeopleTools versions, which ensures backward and forward compatibility without reliance on third-party
software support. Because it is a native PeopleTools functionality, it is easier for customers to set up,
deploy and maintain.
This integration uses secure SSL (secure sockets layer) encryption.
Customers who use other non-Cybersource third-party vendors for credit card authorizations can also
leverage this SOAP solution with few custom modifications. These changes include an updated node
definition and routing properties for their vendors, and possibly a new transformation program (or an
updated one based on the delivered transformation program) that formats messages circulating between
PeopleSoft and their vendors. The underlying Enterprise Components message stubs and transaction
triggers remain the same.

To avoid the potential issue of storing and displaying sensitive data in the Integration Broker logs and
Service Operations Monitor, the log detail setting in the routing definition for the messages is set to No
Logging as delivered.

General Settings for Credit Card Authorizations with Cybersource

A system-wide setting is available to make the provision of credit card verification number mandatory for
authorization processing. When the setting is enabled, an error message appears if the user fails to enter a
verification number when the credit card transaction is being submitted to authorization. In the case of an
order, it is put on credit card hold if the verification number is not present.

For security verification purposes, the CRM system requires that the Cybersource user ID, merchant ID
and merchant key be provided on the Installation Options page. These fields are included in the SOAP
message for security verification during credit card authorization.

See General Options Page.

Cybersource SOAP Connectivity

Refer to the CRM installation guide for more information on how to set up the integration with
Cybersource, which includes these high-level steps:

1. Set up the web server with SSL certificate provided by Cybersource and new proxy server setting.

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Setting Up Credit Card Encryption Chapter 8

2. Make sure to enter your Cybersource user ID, merchant ID and merchant key information on the
Installation Options page.

3. Make sure the PSFT_CYB node is set up properly (connector and routing information in particular)
and activated.

4. Test the connectivity using the Test Credit Card Interface component.

See PeopleSoft Customer Relationship Management Installation Guide product documentation.

CyberSource Hosted Order Page

To help customers improve data security and reduce liability and effort required to meet security
standards for storing sensitive credit card data, CRM provides a hosted payment option in which all
payment processing is handled on a third party hosted website.

The feature Third-Party Storage and Payment Hosting integrates the Online Marketing (OLM) Dialog
Execution Server (DES) with the CyberSource Hosted Order Page (HOP). HOP refers to the third-
party where payment processing takes place allows a dialog to be presented to a consumer which allows
them to provide payment as part of the dialog flow. The payment process takes place on a third-party
system which returns receipt details to online marketing. Only receipts details are stored in the PeopleSoft
database. In CRM, an installation option is available for customers to decide if they want to switch to
the hosted payment option, or remain on the current CRM methods of payment entry, transmission, and
storage. Currently, credit card data is encrypted, stored and maintained in the PeopleSoft database records.
In CRM, an installation option is available for customers to decide if they want to switch to the hosted

payment option, or remain on the current CRM methods of payment entry, transmission, and storage.

If the hosted payment option is selected, the system takes the input from each component and transfers
control of the transaction to a third-party hosted site, CyberSource. Users are then transferred within the
current browser window to the card processor's site during checkout where they will enter their card data
for approval.

Note: Once the option is selected for Hosted Order Page, you cannot return to SOAP option.

Related Links
"Credit Card Information Page" (PeopleSoft CRM 9.2: Call Center Applications)
"Order - Entry Form Page or Quote - Entry Form Page" (PeopleSoft CRM 9.2: Order Capture
Applications)
"Checkout - Shipping and Payment Page" (PeopleSoft CRM 9.2: Order Capture Applications)
"Setting Up Credit Card Integration" (PeopleSoft CRM 9.2: Order Capture Applications)

Implementing Credit Card Encryption

You must perform these tasks to implement the new functionality:

1. Make sure that the PeopleSoft Financials database that you integrate with is set up to support credit
card encryption.

2. Secure the credit card component.

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Chapter 8 Setting Up Credit Card Encryption

See Securing the Credit Card Component.

3. Upgrade existing credit card data.

See PeopleSoft CRM Upgrade documentation, “Complete Database Changes,” Encrypting Credit
Card Data

Contact Global Support before attempting to upgrade your data, if you have customized your system
in any of the following ways:

• Added any records containing credit card number fields.

• Added a credit card number field to any records.

• Deleted any records found in the grid on the Upgrade Credit Card Numbers component.

• Deleted a credit card number field from any records found in the grid on the Upgrade Credit Card
Numbers component.

• Customized the credit card encryption processing functionality in any way.

• Changed whether or how any particular credit card field is encrypted.

4. Change the credit card encryption key.

See Changing the Credit Card Encryption Key.

Securing the Credit Card Component

You must specify the user roles that have access to credit card components.

Securing the components involves these general steps:

1. Add the Credit Card Component menu (CCENCRYPTION_MENU) to the appropriate permission
list.

See Adding CCENCRYPTION_MENU to a Permission List.

2. Provide security for the new credit card components:

See Providing Security for Credit Card Components.

• FS_CC_UPGRADE

• FS_CC_CNVRT

3. Provide security to the new portal registries:

See Providing Security for the Portal Registries.

• CREDIT_CARD_ENCRYPTION (Credit Card Encryption folder)

• FS_CC_UPGRADE_GBL (Upgrade Credit Card Numbers content registry)

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Setting Up Credit Card Encryption Chapter 8

• FS_CC_CNVRT_GBL (Change Encryption Key content registry)

4. (Optional) Change the security group for the FS_CC_CNVRT Application Engine process definition.

See Changing the Security Group (Optional).

5. Run the portal security synchronization process (PeopleTools, Portal, Portal Security Sync).

6. Clear the application and web server caches.

Adding CCENCRYPTION_MENU to a Permission List

You must add CCENCRYPTION_MENU to the appropriate permission list. You may want to choose a
security administration role.

See ”Setting Up Permission Lists,” Managing Permission Lists” in PeopleTools: Security Administration
product documentation.

Providing Security for Credit Card Components

To provide access to the new PeopleSoft components:

1. Navigate to PeopleTools > Security > Permissions & Roles > Permission Lists > Pages.

2. Add the menu name CCENCRYPTION_MENU.

3. Click Edit Components.

The Components page appears.

4. Locate the FS_CC_UPGRADE component to which you want to grant access.

(By default, no components are authorized when adding a menu.)

5. Click the Edit Pages button for each component to which you want to grant access.

The Page Permissions page appears.

6. Specify the actions that a user can complete on the page.

7. Click OK on the Page Permissions page, and then again on the Component Permissions page.

Note: Perform this procedure twice, once for the FS_CC_UPGRADE component and again for the
FS_CC_CNVRT component.

See “Setting Up Permission Lists” in Peopletools Security Administration product documentation.

Providing Security for the Portal Registries

You must provide security for the new folder and content registries on the portal.

For Folder:

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Chapter 8 Setting Up Credit Card Encryption

1. Navigate to PeopleTools > Portal > Structure and Content.

2. In the Folders list, click on the links Set Up CRM, then Utilities.

3. Click the Edit link next to the Credit Card Encryption folder name.

4. Click the Folder Security tab.

5. On the Folder Administration page, select the permission lists that you want to have access to the
Credit Card Encryption menu.

For Content Registries:

1. Navigate to PeopleTools, Portal, Structure and Content.

2. In the Folders list, click on the links Set Up CRM, then Utilities, then Credit Card Encryption.

3. Click the Edit link for Upgrade Credit Card Numbers (FS_CC_UPGRADE_GBL).

4. On the Security tab, make sure the permission list displayed corresponds to the
CCENCRYPTION_MENU permission list.

5. Repeat steps 3 and 4 for Change Encryption Key (FS_CC_CNVRT_GBL).

Note: When you complete all security tasks, delete your browser cache so that you can view the new
portal registries in the menu navigation.

See “Administering Portals” in PeopleTools: Portal Technology product documentation.

Changing the Security Group (Optional)

You can optionally change the security group for the FS_CC_CNVRT Application Engine process
definition.

To change the security group:

• Navigate to PeopleTools > Process Scheduler > Processes.

• Select Process Name in the Search By field.

• Enter FS_CC_CNVRT in the begins with field.

• Click the Search button.

• On the Process Definition page, select the Process Definition Options tab.

• Modify the security group in the Process Groups grid.

Changing the Credit Card Encryption Key

This topic describes how to change the credit card encryption key.

You can change the credit card encryption key at any time.

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Page Used to Change the Encryption Key

Page Name Definition Name Usage

Credit Card Number Re-Encrypt Page FS_CC_CNVRT Change the key used to encrypt credit
card numbers. Run the utility to re-
encrypt credit card numbers using a new
encryption key.

Re-Encrypting Credit Card Data

To change the encryption key at any time after the initial conversion, you must first re-encrypt all credit
card data.

To re-encrypt credit card data:

1. If this is the first re-encryption following the initial conversion and you have not secured the
FS_CC_CNVRT component, complete the steps in the “Securing the Credit Card Components”
section in this topic.

See Securing the Credit Card Component.

Complete the steps for the FS_CC_CNVRT component only. Securing FS_CC_CNVRT secures both
the FS_CC_CNVRT component and the FS_CC_CNVRT portal registry.

2. Navigate to Set Up CRM > Utilities > Credit Card Encryption > Change Encryption Key.

3. Click the Generate Random Key button to generate a new random hexadecimal encryption key.

Clicking this button generates a new, random hexadecimal encryption key. You can modify this key,
but you must format it as a 24-byte string in hexadecimal notation. The first two characters must
be 0x, and the remainder must be exactly 48 characters and consist of both numeric digits and the
lowercase letters a through f.

4. If the values in the Re-encrypt Action column are not Decrypt, then Encrypt, click the Crypt Action
button until Decrypt, then Encrypt appears in the column.

5. Click the Run button to start the conversion process.

The Credit Card Conversion process converts each field in the grid. If the process fails for any reason,
you can restart the process; it will resume where it stopped. If you can not restart the process, run it
from the beginning. The system will bypass fields that have already been processed.

Credit Card Number Re-Encrypt Page

Use the Credit Card Number Re-Encrypt page (FS_CC_CNVRT) to change the key used to encrypt credit
card numbers.

Run the utility to re-encrypt credit card numbers using a new encryption key.

Navigation

Set Up CRM > Utilities > Credit Card > Change Encryption Key

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Chapter 8 Setting Up Credit Card Encryption

Image: Credit Card Number Re-Encrypt page

This example illustrates the fields and controls on the Credit Card Number Re-Encrypt page.

Crypt Action Toggle the value in the Re-Encrypt Action column in the grid.

Generate Random Key Generate a random key in the format needed by the encryption
algorithms used for credit card encryption and decryption
profiles.

(Encryption key) If you want to modify the generated key or enter your own, you
must format it as a 24-byte hex string. The first two characters
must be 0x and the remainder must be exactly 48 characters
that consist of both numeric digits and the lowercase letters a
through f.

Record (Table) Name Displays the record name.

Field Name Displays the field name.

Re-Encrypt Action Values include:

• Decrypt, then Encrypt: Re-encrypt data currently encrypted

with the Pluggable Cryptography credit card encryption
profile.

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• No Action: Indicates that the utility has converted the record.

If an error occurs and you rerun the process, records for
which No Action is displayed are not reprocessed.

Synchronizing Re-Encrypted Data With PeopleSoft Financials

Any change in CRM data requires that it be propagated to the PeopleSoft Financials database, which is
described in the PeopleSoft product documentation for your software release.

For additional information, see ”Performing a Full Data Publish of Current Effective Data” in PeopleSoft
9.2: Integration Interfaces product documentation.

Related Links
"Understanding Enterprise Integration Technology" (PeopleSoft CRM 9.2: Business Object Management)
"Data Integrations" (PeopleSoft CRM 9.2: Business Object Management)
"Integrating with PeopleSoft Financial Management Services" (PeopleSoft CRM 9.2: Integrated
FieldService)

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Chapter 9

Implementing Alternate Character

Understanding Alternate Character

This topic discusses:

• Alternate character functionality.

• Alternate character display.

• Alternate character searches.

Related Links
"Understanding the Company Component" (PeopleSoft CRM 9.2: Business Object Management)
"Understanding Persons" (PeopleSoft CRM 9.2: Business Object Management)

Alternate Character Functionality

PeopleSoft Customer Relationship Management (PeopleSoft CRM) provides alternate character
functionality that supports the need in Japanese and Cantonese (Hong Kong) markets to represent proper
nouns phonetically and in their native formats. This functionality enables PeopleSoft CRM to validate
double-byte characters in alternate character fields.

To implement alternate character functionality, you must have installed a Japanese- or Cantonese-enabled
database and a double-byte-enabled operating system. The alternate character architecture and the related
language table architecture enable users to enter data using both single-byte and double-byte character
sets and to switch between a base language table and a related language table to view information in
either single-byte or double-byte characters.

For example, users who enter data in Japanese require functionality that enables them to enter proper
nouns, such as names or addresses, both in kanji and by using a phonetic double-byte character set, such
as hiragana. The alternate character architecture also supports phonetic sorting rather than binary sorting
on proper nouns for languages that require the use of two-character sets to enter proper nouns.

Alternate Character Fields

In an alternate character-enabled system, alternate character fields appear in company and person names
and addresses.

Labels for alternate character fields differ depending on the component and the field. For example, the
Alt Char Name appears in the Company component for entry of the company name in alternate character
format. The rules that the system used to determine if alternate character fields appear on pages vary
depending on the type of alternate character information that you enter:

• Company name.

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In an alternate character-enabled system, the alternate character field for a company name always
appears, whether or not it has a value. This does not depend on the country setting for the company.

• Person name.

The alternate character field appears on a page only if the country format is Japan or Hong Kong. You
cannot view the alternate character field if one of these countries is not selected.

Pages that display personal name fields usually display them in first name, last name order. For
Japanese and most Southeast Asian languages, however, personal name fields appear in the last name,
first name order. A space, not a comma, separates the last and first names—the Name field displays
the last name[space]first name, not last name,first name.

• Address (for both companies and persons).

The alternate character fields appear on the Update Address, the Address Book Entry Details and the
Quick Create pages. They do not appear on the Address Book list page or on the summary address
information that appears on the primary page for a business object.

See "Understanding Name and Address Information in CRM" (PeopleSoft CRM 9.2: Business Object
Management).

Note: The alternate character display is determined by the country code that is specified for the business
object, not by the country code that is defined as a user preference for the user.

Alternate Character Searches

After you establish alternate character information, you can use the alternate character fields as search
criteria in the Business Object search component or the Configurable search.

See "Understanding the Business Object Search and Quick Create Process" (PeopleSoft CRM 9.2:
Business Object Management).

Configuring the System for Alternate Character Usage

This topic discusses how to configure the System for Alternate Character Usage.

Pages Used to Configure the System for Alternate Character Usage

Page Name Definition Name Usage

Installation Options - Alt Character Page ALT_CHAR_PNL Set up the alternate characters that the
system uses for a specific language code.

User Preferences - Overall Preferences OPR_DEF_TABLE_RB1 Enable alternate character functionality

Page for a user.

Field Page RBQ_FLDDFN Enable business object searches and

quick creates to use alternate characters
for a specific field.

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Installation Options - Alt Character Page

Use the Installation Options - Alt Character page (ALT_CHAR_PNL) to set up the alternate characters
that the system uses for a specific language code.

Navigation

Set Up CRM > Install > Installation Options > Alt Character

Image: Installation Options - Alt Character page

This example illustrates the fields and controls on the Installation Options - Alt Character page.

Language Code Select a language code to which you can assign an alternate
character value.

Alternate Character Select the character set for the language code. Values are:
Alphanumeric, Alphanumeric with Latin-1 Ext, Any, DB Any
Characters (Kanji), Double Byte Hiragana, Double-Byte
Katakana, and Single Byte Katakana. The system uses the
character set that is assigned to a user's language code to display
alternate character-enabled fields to the user.

User Preferences - Overall Preferences Page

Use the User Preferences - Overall Preferences page (OPR_DEF_TABLE_RB1) to enable alternate
character functionality for a user.

Navigation

Set Up CRM > User Preferences > Overall Preferences

See Understanding Alternate Character, Overall Preferences Page.

Field Page
Use the Field page (RBQ_FLDDFN) to enable business object searches and quick creates to use alternate
characters for a specific field.

Navigation

Set Up CRM > Common Definitions > Customers > BO Search > Field > Field

Select the Is Alternate Character Field field.

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See "Adding and Modifying BO Search and Quick Create Definitions" (PeopleSoft CRM 9.2: Business
Object Management).

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Chapter 10

Setting Up Auditing for Cases and Inbound

Email

Understanding Audit Information

This topic discusses:

• History versus auditing.

• The audit record.

Important! PeopleSoft delivers the system with auditing features disabled. Because enabling auditing can
negatively impact application performance, you should analyze audit needs carefully and enable auditing
only when there is a strong business reason to do so.

History Versus Auditing

PeopleSoft CRM tracks events that occur in cases and emails using a feature called the Active Analytics
Framework. You can view a summary of these tracked events on component history pages. For each
tracked event, a corresponding audit trail record stores details of changes and is used to display details of
the changes.

Use the following pages to review history information in the Case component and in the Inbound Email
component:

• Case History page

The Case History page lists information about major events in the life of the case, including a
description of the event and details of field changes that are associated with the event. You can define
case history events using complex conditional statements. For example, you can configure the case
history so that changes to a field only appear if the field changes to or from a particular value.

You set up case history processing using the active analytic framework.

• Email History page

The Email History page lists email history events that are captured by the active analytic framework.
You can use this page to review email event history, routing history, and audit trail information.

Both history pages offer access to a detailed audit trail page that displays record-level changes. You
can specify the fields in the record to audit and the types of changes to capture (add, update, display,
or delete). You cannot incorporate logic based on the value of the fields; the system captures changes
without regard to the data that changes.

See PeopleTools: Application Designer Developer's Guide product documentation.

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Related Links
"Reviewing Case History" (PeopleSoft CRM 9.2: Call Center Applications)
"Understanding ERMS Setup" (PeopleSoft CRM 9.2: Multichannel Applications)

The Audit Record

The audit record stores audit trail data. The structure of this record determines the fields that get audited.
The audit record for the Case component, RC_CASE_AUDIT, stores information from both support cases
and help desk cases. The RB_INEM_AUDIT record stores information for the Search Inbound Emails
component (the email workspace).

The audit record consists of these elements:

1. Audit record key fields.

These fields hold information that is specific to the audit action.

2. The key fields for the records to audit.

These are alternate key fields in the audit record.

Cases are based on several records; the audit record includes the key fields for every record that
is audited. The BUSINESS_UNIT key field, however, is not on the audit record even though
BUSINESS_UNIT is a key to the main case record, RC_CASE, and to each of its child records. This
is because case numbers are unique across all business units, and the value in the CASE_ID field is
enough to uniquely identify the case.

3. The fields to audit.

If a field appears in more than one record, changes to both records are audited. For example, the
RC_DECSRLONG field appears in both RC_CASE and RC_CASE_NOTE. By including this field
in the audit record, you ensure that changes to both the case description and the note description are
audited.

This is the audit record architecture for RC_CASE_AUDIT:

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Image: Partial case audit record

This diagram shows the audit record architecture for RC_CASE_AUDIT.

The left and right columns list the records that are audited, or source records. The middle column lists the
audit record.

Note: This diagram is an example only. Use PeopleSoft Application Designer to review the actual record
structures for cases.

Before you turn on auditing, review the record structure so that you know which fields get audited.

To change the fields that get audited, use PeopleSoft Application Designer to modify the
RC_CASE_AUDIT record definition or the RB_INEM_AUDIT record definition.

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Important! PeopleSoft does not support modifications to the audit record definitions.

Setting Up Case and Email Auditing

To choose actions to audit, use the Audit - Setup (RC_COMP_AUDIT) component.

This topic discusses how to set up case auditing.

Page Used to Set Up Case Auditing

Page Name Definition Name Usage

Audit - Setup Page RC_COMP_AUDIT Choose which actions (add, change, and
delete) to audit.

Audit - Setup Page

Use the Audit - Setup page (RC_COMP_AUDIT) to choose which actions (add, change, and delete) to
audit.

Navigation

Set Up CRM > Common Definitions > Audit Trail - Setup > Audit - Setup

Image: Audit - Setup page

This example illustrates the fields and controls on the Audit - Setup page.

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Component Name Enter the object name of the component. PeopleSoft delivers
entries for RC_CASE (the Case component) and RB_EM_IB
(Search Inbound Emails component).

Although you configure auditing at the component level, the

processing occurs at the record level. Therefore, when multiple
components are based on the same record, the system captures
data changes regardless of which component the user was in
when making the change. For example, the auditing that you
establish for the RC_CASE component is also valid for the self-
service case components, which are based on the same records.

Audit Record Name Enter the record where the system stores information about data
changes. The structure of this record determines which fields get
audited.

Record - Audit Options

The fields in the Record - Audit Options region enable you to select which actions (add, change, and
delete) to capture for each record that you audit. The selections apply to all audited fields in the specified
record. You cannot set any field-level auditing options; all fields in a record must use the same auditing
rules. To set field-level auditing options, you must redefine the audit record using PeopleSoft Application
Designer.

When you activate auditing on the Audit Setup page, you turn on auditing only for the fields that are
included in the audit record (RC_CASE_AUDIT or RB_INEM_AUDIT—the record that stores the audit
trail data.

All auditing is based on differences between the field values at the time that the component is opened and
at the time that the component is saved. If a user saves several times while working in a component, each
save triggers auditing activity.

Record (Table) Name Enter the record that is associated with the audited component.
For example, the Case component includes data from several
records.

Add Select to have the system capture the change every time a value
is added to a field that is audited. A value is considered as added
in two situations:

• When data is in the field the first time that you save a new
row of data.

For example, if you create a new case, the values in all

populated fields are considered as added the first that time
that you save that case.

• When you save data in a field that was previously null.

Change Select to have the system capture the change every time the
value of an audited field is updated. A value is considered
updated when a new non-null value is different from the
previous non-null value.

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Delete Select to have the system capture the change every time the
value of an audited field is deleted. A value is considered
deleted when a null value replaces a non-null value.

Show Field Label Select to have the runtime audit page display the field labels
rather than the field's object name. For example, if you're
auditing the RC_PRIORITY field, selecting this option causes
the audit page to refer to this field as Priority rather than RC_
PRIORITY.

If this check box is clear, the audit page displays field values.
If the audited field has translate values, the translate long value
appears.

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Chapter 11

Running Diagnostic Reports

Understanding PeopleSoft CRM Diagnostics

CRM diagnostics consist of seven PeopleSoft application packages, or plug-ins, that can help to
troubleshoot the PeopleSoft CRM system setup or integration related problems. When you report a
problem to the PeopleSoft Global Services Center, the support representative might ask you to run a
diagnostic package to determine how the system is set up.

The delivered diagnostic packages are sufficient to diagnose most system problems. To develop additional
diagnostic packages that meet installation-specific needs, use the PeopleTools Application Designer.

See PeopleTools 8.52: PeopleSoft Application Designer Developer's Guide

See PeopleTools 8.52: PeopleSoft Application Designer Lifecycle Management Guide

PeopleSoft CRM diagnostic packages produce reports that appear at the workstation or are emailed to
you. You can run the following seven diagnostic packages:

Package Name Purpose

DIAG_CMSETUP Displays information about correspondence management

installation and setup:

• Merge Server Definition.

• Merge Server Printers.

• Setup Merge Server.

• Install Options.

• FTP URL Details for Correspondence Management.

• Process Scheduler Server Names for Correspondence

Management Jobs.

• Process Scheduler Server Details.

DIAG_EIPGATEWAYINFO Queries the connection URL and displays information about

multiple gateways, if multiple gateways are set up.

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Package Name Purpose

DIAG_EIPMESSAGENODES Displays information about node definition:

• Message node name.

• Transaction type (InSync, OutSync, InAsync, and

OutAsync).

• Request message.

• Request message version.

• Status (active, inactive).

DIAG_EIPMESSAGES Displays information about EIP messages that is sorted by the

different application names:

• Message node name.

• Transaction type (InSync, OutSync, InAsync, and

OutAsync).

• Request message.

• Request message version.

• Message handler.

• Message handler type.

• Status (active, inactive).

DIAG_SEARCHBUILDSETUP Displays the following:

• Information about the last search build.

• Run control information.

• Search parameters for CRM_RB_SRCHDB.

• Search records.

• Search records and fields.

DIAG_DATASETRULES Displays information about Data Set Rules:

• Data Set Rules Name.

• Status Active.

• Search Record.

• Rule Condition.

• SQL.

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Package Name Purpose

DDIAG_PRODCATALOG Displays information about Product Catalog through input

prompt of SETID:

• List of Products.

• Catalog Details.

• Product Association.

• Product Criteria.

• Security Membership.

• Featured Products.

DIAG_RULEROLE_SETUP Displays information about Role and Rules Setup through

input prompt of Operator ID:

• Role.

• Role and Rules.

DIAG_SALESTERRITORY Displays information about Sales Territory Info through input

prompt of user id:

• TREE MANAGER.

• TREE MANAGER NODES.

• TREE Details.

• Territory Details.

DIAG_SALESUSER Displays information about Sales User details through input

prompt of user ID:

• SALES USER DETAILS.

• SALES USER VISIBILITY DETAILS.

• SALES ACCESS PROFILE DETAILS.

Note: Before you can run any of these diagnostic packages, you must register them.

See Register Diagnostics Page.

Registering PeopleSoft CRM Diagnostics

This topic discusses how to run PeopleSoft CRM diagnostics.

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Page Used to Register PeopleSoft CRM Diagnostics

Page Name Definition Name Usage

Register Diagnostics Page PT_DIAG_FRAME_REG Register diagnostic packages to run in

the PeopleSoft CRM system.

Register Diagnostics Page

Use the Register Diagnostics page (PT_DIAG_FRAME_REG) to register diagnostic packages to run in
the PeopleSoft CRM system.

Navigation

Application Diagnostics > Register Diagnostics > Register Diagnostics

Image: Register Diagnostics page

This example illustrates the fields and controls on the Register Diagnostics page.

Click the Look Up Plug In Name button and search for a

package name that begins with DIAG.

Related Links
"Understanding Application Classes and Packages" (PeopleSoft CRM 9.2: Automation and Configuration
Tools)

Running PeopleSoft CRM Diagnostic Packages

This topic describes how to run PeopleSoft CRM diagnostic packages.

Pages Used to Run PeopleSoft CRM Diagnostic Packages

Page Name Definition Name Usage

Launch Diagnostics Page PT_DIAG_PLUGIN Select and run diagnostic packages.

PeopleSoft Diagnostics Page PT_DIAG_PLUGIN View the diagnostics for the selected
plug-ins.

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Chapter 11 Running Diagnostic Reports

Launch Diagnostics Page

Use the Launch Diagnostics page (PT_DIAG_PLUGIN) to select and run diagnostic packages.

Navigation

Application Diagnostics > Launch Diagnostics > Launch Diagnostics

Image: Launch Diagnostics page

This example illustrates the fields and controls on the Launch Diagnostics page.

Select one or more diagnostic packages to run and click the Generate Diagnostics button.

Email report Select to have the report emailed to you

Display report in browser Select to have the report appear in a separate popup window.

PeopleSoft Diagnostics Page

Use the PeopleSoft Diagnostics page (PT_DIAG_PLUGIN) to view the diagnostics for the selected plug-
ins.

Navigation

Select one or more listed plug-ins on the Launch Diagnostics page. Select the Display report in browser
option and click the Generate Diagnostics button.

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Image: PeopleSoft Diagnostics page 1 of 2

This example illustrates the fields and controls on the PeopleSoft Diagnostics page 1 of 2.

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Chapter 11 Running Diagnostic Reports

Image: PeopleSoft Diagnostics page 2 of 2

This example illustrates the fields and controls on the PeopleSoft Diagnostics page 2 of 2.

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Running Diagnostic Reports Chapter 11

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Chapter 12

Setting Up and Maintaining Provider

Groups and Group Members

Understanding Provider Groups and Group Members

Provider groups organize groups of workers that provide the services or support that are offered by an
organization. Cases and service orders are assigned first to a provider group and then to a member of a
provider group. For cases, you can assign cases directly to provider group members (agents) rather than
going through a provider group assignment.

You can create provider groups that represent workers who service or support specific geographic regions,
specific products, or specific customers. Provider groups might also represent workers who have specific
competencies. Each worker that can be assigned to a service order must belong to at least one active
provider group.

Provider Group Data Model

The following diagram illustrates that a provider group definition includes group cost information, group
members, an operating schedule, assignment criteria, and competency information:

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Image: Provider group data model

This diagram illustrates that a provider group definition includes group cost information, group members,
an operating schedule, assignment criteria, and competency information.

Each group member can represent employees or third-party contractors. You can also define cost
information for each worker in the group. Workers are defined using the Worker component.

Default Assignments for Service Orders

Default assignments for provider groups and group members can be automatically populated for service
orders based on the related agreement or service. The defaults for an agreement take precedence over
the defaults for a service. For on-demand service orders, the default provider group and group member
information come from the service definition.

System-Suggested Assignments for Cases and Service Orders

For both provider groups and workers, you can define competencies and assignment criteria for provider
group and group member assignment searches that are performed on a case or service order. The system
uses the competency and assignment criteria to evaluate the best candidate for assignment to the case or
service order.

To further inform assignment decisions, the system displays current availability status of each provider
group or group member on the candidate list. To determine availability for a provider group, the system
uses the schedule information—the hours of operations and holidays—that you define for the provider
group.

For group members, the system determines availability by using schedule information that is defined on
the worker's resource calendar, if it's available, or standard workweek information that is defined for the
installation. In addition to availability status, the system also displays the current number of open cases
that are assigned to each worker in the list when the assignment search is performed for a case.

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Chapter 12 Setting Up and Maintaining Provider Groups and Group Members

Automatic Assignments for Cases

PeopleSoft Customer Relationship Management (PeopleSoft CRM) performs automatic assignment for
regular and self-service cases based on the configuration rules that are set up at the call center business
unit level. For each type of case (regular and self-service), you can configure separate assignment options
for provider groups and group members (agents).

Regardless of the configuration, an existing provider group or group member assignment is never
overwritten. For example, if you select a provider group for the case through the system-suggested
assignment, the system does not attempt to assign a provider group when you save.

See "Understanding Call Center Business Units" (PeopleSoft CRM 9.2: Call Center Applications).

Automatic Assignments for Service Orders

Similar to cases, you can enable PeopleSoft CRM to assign service orders automatically at save time by
activating the automatic assignment feature at the field service business unit level.

The automatic assignment feature, however, does not overwrite any provider group or group member
values that are present on service orders as a result of manual, default, or system-suggested assignment.

If the Candidate must be available check box is selected at the business unit level, the assignment engine
only considers provider groups and group members that are available (during the time the service is
performed) for the automatic assignment. No automatic assignment will be made if this check box is
selected and there is no provider group or technician available.

See "Setting Up Automatic Service Order Assignments" (PeopleSoft CRM 9.2: Integrated FieldService).

Related Links
"Understanding Workers in CRM" (PeopleSoft CRM 9.2: Business Object Management)
Understanding Assignment Searches
Understanding Agreements and Warranties
"Understanding the Service Data Model" (PeopleSoft CRM 9.2: Integrated FieldService)
"Understanding Call Center Business Units" (PeopleSoft CRM 9.2: Call Center Applications)

Establishing Cost Categories for Workers

To define cost categories, use the Cost Categories (RF_COST_CAT_GBL) component. This topic
discusses how to define cost categories for workers.

Page Used to Define Cost Categories

Page Name Definition Name Usage

Cost Categories Page RF_COST_CAT Define cost categories to account for the
cost of labor time to your company.

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Cost Categories Page

Use the Cost Categories page (RF_COST_CAT) to define cost categories to account for the cost of labor
time to your company.

Navigation

Set Up CRM > Common Definitions > Employee Data > Cost Categories > Cost Categories

Image: Cost Categories page

This example illustrates the fields and controls on the Cost Categories page.

Once you define cost categories, establish an hourly cost rate for each category that provider groups use
on the Provider Groups page. Specify cost categories and rates for group members on the Provider Group
Member page.

Cost Category Code Enter cost categories to account for the labor costs that the
organization incurs; that is, the cost to provide a worker to
perform a service for your customers.

VAT Defaults (value-added tax Click to go to the VAT Defaults Setup page in the PeopleSoft
defaults) Financials/SCM (FSCM) database.

Use the page to specify a value for all the required fields, for
any fields that require an overall default at the top of the VAT
default hierarchy, or for any fields that require an exception
to the value specified for a VAT driver higher up in the VAT
default hierarchy. You can insert rows for any or all of the VAT
driver keys, as well as the VAT country or state. You can also
delete existing rows

Service VAT Treatment Defaults Click to access the Service VAT Treatment Defaults Setup
page in the PeopleSoft Financials/SCM (FSCM) database. Use
this page to enter VAT defaulting information for service VAT
treatment.

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Note: VAT is an acronym for value-added tax. Under many different names, VAT is in use in over 130
countries around the world. VAT is a governmental sales tax, a straight percentage that is added to the
cost of a good or service. VAT can be inclusive (included in the price of a good or service), or exclusive
(added to the price of a good or service).
The VAT-related links on this page appear if the Field Service option to send billing information to
Contracts has been selected as part of the installation options.

See Also

PeopleSoft FSCM: Global Options and Reports, “Working with VAT”

Defining Provider Groups

To define provider groups, use the Provider Group (PF_PROVIDER _GRP) and Provider Group Member
(RF_GRP_MEMBER) components. To load data into these tables for these components, you can also use
the RF_PROVIDER _GRP_SCI and RF_GRP_MEMBER_CI component interfaces.

This topic lists prerequisites and common elements for defining provider groups.

Pages Used to Define Provider Groups

Page Name Definition Name Usage

Provider Groups Page RF_PROVIDER_GRP Define and maintain the groups of

people who perform service or support
activities.

Provider Group Member Page RF_GRP_MEMBER Define the people who are associated
with a provider group.

Prerequisites
Before you define provider groups, you must:

• Define workers by using the Worker component.

• (Optional) Define cost categories.

Related Links
"Understanding Workers in CRM" (PeopleSoft CRM 9.2: Business Object Management)
Establishing Cost Categories for Workers

Common Elements Used in Defining Provider Groups

Hourly Rate and Currency Code Enter the cost to your company for one hour of labor time that is
charged to this cost category, and the currency that you use for
the cost.

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Multiplier Enter a numeric value to generate an hourly billing rate that is

based on the hourly rate.

Billable Rate Displays the value that is calculated at save time or the next
server trip that reflects the hourly billing rate, which is based on
the following formula:

(Billable Rate) = (Hourly Rate) * (Multiplier)

Provider Groups Page

Use the Provider Groups page (RF_PROVIDER_GRP) to define and maintain the groups of people who
perform service or support activities.

Navigation

Workforce > Provider Groups > Provider Groups

Image: Provider Groups page (1 of 2)

This example illustrates the fields and controls on the Provider Groups page (1 of 2).

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Chapter 12 Setting Up and Maintaining Provider Groups and Group Members

Image: Provider Groups page (2 of 2)

This example illustrates the fields and controls on the Provider Groups page (2 of 2).

Basic Information
Status Select the current status of the provider group: Active or
Inactive.

The system excludes all inactive provider groups from system

prompt lists; therefore, you can't assign them to service orders
and cases. Also, you can't change the status of a provider group
to Inactive if any of its group members is currently assigned to
an open service order or case.

Note: When you change the status of a provider group to

Inactive, the status of all its members changes to inactive
automatically and can't be modified unless you set the provider
group status to Active again. To activate group members, you
must manually change the status of each group member to
Active.
If you change the status of a group member to Inactive by
using the Worker component, the group member automatically
becomes inactive in the associated provider group.

Type For informational purposes, the Type defines whether members

of the provider group are internal employees or third-party
maintainer (TPM) employees, or both.

Manager Name Enter the user who manages the provider group.

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The system uses this value to filter cases for display on the
Manager Dashboard. When a user accesses the Manager
Dashboard to view case backlogs as well as cases that are at
risk of exceeding SLAs, the system first identifies the manager
that is selected in respective personalization pages of these
dashboard pagelets for this user. With this information, it
displays case information pertaining to provider groups that are
managed by the selected manager.

Company Name Select the company that is associated with the provider group.
When a provider group represents staff from a third-party
contractor, use this field to define a name for the third-party
company. Click the Transfer to Company button to access the
Company component and define an additional company.

Notifications The system uses the notification routing preferences that are
associated with the group member's user ID to publish workflow
notifications about service order assignment changes that affect
the group member. Routing preferences are defined for the
group member's user profile on the Workflow page of the User
Profiles component under PeopleTools > Security.

Use Members to Broadcast Select to send all automated notifications (that are sent to
the group) to each member's individual worklist instead of
to the group worklist. The system never broadcasts manual
notifications, regardless of whether this check box is selected.

Group Worklist and Group Worklist Select the check box and the name of the group worklist that is
Name associated with the provider group. Worklists are established on
the Group Worklist page. As group membership changes, update
permissions for the group worklist as necessary.

Preferred Notification Select the preferred way of receiving notification: Email,

Worklist, or Both.

Email Address Enter the email address that is used to send notifications to the
provider group.

Currency Code Select the currency that is used to determine labor costs for
the work that provider group members perform. The selected
currency becomes the default for new rows in the Group Cost
Categories grid. Currency codes are established on the Currency
Code page.

Group Cost Categories

The Group Cost Categories grid reflects the costs per hour and corresponding billable rates for the
members of the provider group.

Cost Category Select the code of the cost category that is used to account for
the labor time of members in the provider group. Cost category
codes are defined on the Cost Categories page.

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Chapter 12 Setting Up and Maintaining Provider Groups and Group Members

Hourly Rate, Currency Code, Use these field to establish the rate, currency, and multiplier by
Multiplier, and Billable rate which you want to bill a customer for the selected cost category
for the group of members. When you save the page, the system
multiplies the hourly rate by the value in the Multiplier field to
calculate the billable rate.

See "Cost Categories Page" (PeopleSoft CRM 9.2: Business Object Management).

Group Members
Click the Details button to access the Provider Group Member
page, where you can view or modify the group member record.

Name Displays the name (first name followed by last name) of the
group member. Before you can add a new person to the group,
the person must be defined using the pages in the Worker
component. Click the Transfer to Worker button that is next to
this field to access the Worker component.

Note: You can also define members of the provider group on the
Provider Group Member page.

Status Select the person's current status as a member of this provider

group: Active or Inactive.

The system excludes all inactive group members from system

prompt lists, so you can't assign them to service orders and
cases. You cannot change the status of a group member to
Inactive if an open service order is assigned to the group
member. Similarly, you cannot delete a group member if an
open service order is assigned to him or her.

Related Links
"Understanding Workers in CRM" (PeopleSoft CRM 9.2: Business Object Management)
Understanding Notes and Attachments
"Understanding Services Operational Dashboards" (PeopleSoft CRM 9.2: Call Center Applications)

Provider Group Member Page

Use the Provider Group Member page (RF_GRP_MEMBER) to define the people who are associated
with a provider group.

Navigation

• Workforce > Provider Group Members > Provider Group Member

• Click the Details button on the Provider Groups page.

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Image: Provider Group Member page (1 of 2)

This example illustrates the fields and controls on the Provider Group Member page (1 of 2).

Image: Provider Group Member page (2 of 2)

This example illustrates the fields and controls on the Provider Group Member page (2 of 2).

To view details about the selected provider group, click the Transfer to Provider Group button that is next
to the provider group ID to access the Provider Group page.

Member Information
Name Displays the name of the group member that you enter when
adding the record.

Note: You can also define members of the provider group on the
Provider Group page.

Currency Code Select the currency that you use to determine the labor costs
for the work that the group member provides. The selected
currency becomes the default for new rows in the Member Cost
Categories group box. Currency codes are established on the
Currency Code page.

Member Cost Categories

The Member Cost Categories group box reflects the costs per hour and corresponding billable rates for
the member.

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Cost Category Select the code of the cost category that you use to account for
the labor time of the group member. Define cost category codes
on the Cost Categories page.

Hourly Rate, Currency Code, Use these field to establish the rate, currency, and multiplier by
Multiplier, and Billable rate which you want to bill a customer for the selected cost category
for the member. When you save the page, the system multiplies
the hourly rate by the value in the Multiplier field to calculate
the billable rate.

Assigned Service Orders

Use this section to view service order assignments for the group member. The system displays this
grid only if the user has at least one assigned service order. Similarly for cases, the system displays the
Assigned Cases grid only if the user has one or more assigned cases.

Unit Displays the PeopleSoft Integrated FieldService business unit

where the service order originated.

Service Order Displays the number of the service order that is assigned to the
group member. Click the Transfer to Service Order button to
access that service order.

Assigned Cases
Use this section to view case assignments for the group member.

Unit Displays the PeopleSoft Support, HelpDesk, or HelpDesk for

Human Resources. business unit where the case originated.

Case ID Displays the number of the case that is assigned to the group
member. Click the Transfer to Case button to access that case.

See PeopleTools: Security Administration product documentation.

Related Links
"Understanding the Service Data Model" (PeopleSoft CRM 9.2: Integrated FieldService)

Defining Schedules for Provider Groups

Schedule information determines when the provider group is available for assignment.

Page Used to Define Schedules for Provider Groups

Page Name Definition Name Usage

Schedule Page RF_PROVGRP_TIME Define the hours of operation for a

specific provider group.

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Schedule Page
Use the Schedule page (RF_PROVGRP_TIME) to define the hours of operation for a specific provider
group.

Navigation

Workforce > Provider Groups > Schedule

Image: Schedule page

This example illustrates the fields and controls on the Schedule page.

To define hours of operation for a provider group:

1. Specify the appropriate time zone.

The time periods that you define in Hours of Operation group box appear in the time zone that you
select.

2. Specify the appropriate holiday schedule, if applicable.

If the date that an assignment search is performed corresponds to a holiday for a provider group, the
system indicates that the provider group is unavailable for assignment. Define holiday schedules
by using the Holiday Schedule page under Set Up CRM > Common Definitions > Calendars and
Schedules.

Note: You can update workers' calendars with specified holiday schedules by running the Load
Holiday process (RF_HOLIDAY).

3. Select the days of the week that the provider group is open for business transactions.

If the date that an assignment search is performed corresponds to a day that a provider group is
not open for business transactions, the system indicates that the provider group is unavailable for
assignment.

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4. For each day of the week, specify the hours of operation.

Enter start and end times for each work period in the day. You can enter multiple work periods to
represent lunch breaks, shifts, and so forth. Establish default values for this page on the Installation -
Calendar Options page under Set Up CRM > Install > Installation Options.

Related Links
Understanding Assignment Searches
Associating Workers with Holiday Schedules
Updating Workers' Calendars with Specified Holiday Schedules

Defining Group Assignment Criteria and Competencies

This topic discusses how to define group assignment criteria and competencies.

Pages Used to Define Group Assignment Criteria and Competencies

Page Name Definition Name Usage

Assign Group Criteria Page RF_PRV_GRP_CRIT Define the criteria that you use to match
a provider group to a case or service
order.

Group Competencies Page RF_PRVGRP_COMP Associate a provider group with a list

of competencies and define the provider
group's level of proficiency for each
competency.

Assign Group Criteria Page

Use the Assign Group Criteria page (RF_PRV_GRP_CRIT) to define the criteria that you use to match a
provider group to a case or service order.

Navigation

Workforce > Provider Groups > Assign Group Criteria

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Image: Assign Group Criteria page (1 of 2)

This example illustrates the fields and controls on the Assign Group Criteria page (1 of 2).

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Image: Assign Group Criteria page (2 of 2)

This example illustrates the fields and controls on the Assign Group Criteria page (2 of 2).

When an assignment search is performed from a case or service order, the assignment engine calculates a
point value for each criteria value on the service order or case that the provider group matches, based on
the weight, or relative importance of the match. The sum of the point values becomes the provider group's
fit score. Failure to match a criterion does not exclude the provider group from the list of suggested
assignment candidates, but it lowers the provider group's total fit score.

For help desk cases, the assignment engine matches values for department, location, product, and product
group. For service orders and support cases, the assignment engine matches values for customer, site,
region, product, and product group. For Service Center for Higher Education cases, the assignment engine
can match values on a combination of these parameters.

Enter each region, customer, product, product group, location, department, and role that the provider
group supports.

Region
Region information can be derived from information that is on the service order or case. At least one
region is required.

Customer
If the provider group can support a customer at any site, enter the customer and leave the Site field blank.
You can also select a site without specifying a customer.

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Product
Enter the setID and the name of the product and the group's proficiency level for supporting the product.
Available values for the Proficiency field depend on the product rating model that you specify for the
setID on the Assignment Setup page of the Assignment Engine Setup component under Set Up CRM >
Common Definitions > Codes and Auto Numbering > Assignment Weighting Factors.

Product Group
Enter the product group that the provider group supports.

Person Type
Select the person type that the provider group supports. IT and HR Help Desk use the person type of the
person on the case to assign provider groups and agents to cases based on the person's relationship to
the organization. The available person types are Contingent Worker, Employee, and Person of Interest; .
When assigning HR Help Desk cases, the Person of Interest person type is not considered.

Location
Enter the location that the provider group supports.

Department
Enter the department that the provider group supports.

Security Role
Enter the role that the provider group supports.

Note: Change management is the only product that uses role criteria for assignments.

Related Links
Understanding Assignment Searches
"Understanding Products in PeopleSoft CRM" (PeopleSoft CRM 9.2: Product and Item Management)

Group Competencies Page

Use the Group Competencies page (RF_PRVGRP_COMP) to associate a provider group with a list of
competencies and define the provider group's level of proficiency for each competency.

Navigation

Workforce > Provider Groups > Group Competencies

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Image: Group Competencies page

This example illustrates the fields and controls on the Group Competencies page.

PeopleSoft Integrated FieldService can evaluate which provider group is best qualified for assignment
to a service order by comparing provider group competency and proficiency with the competency and
proficiency that is required for a service or service activity on a service order.

Similarly, in PeopleSoft Support and PeopleSoft HelpDesk, the system can evaluate which provider group
is qualified for assignment to a case by matching the competency and proficiency that you specify on the
case in the Problem Type field with the competency that is defined for the provider group.

Assigned Competencies
Description Select a competency. Establish competencies on the
Competencies page of the Competencies component under Set
Up CRM > Common Definitions > Competencies.

Proficiency Select the provider group's level of expertise for the

competency. The rating model that you define for the
competency on the Competencies page determines the available
proficiency values. In PeopleSoft Integrated FieldService,
PeopleSoft Support and PeopleSoft HelpDesk, the system
checks a provider group's proficiency level to determine
whether the provider group is qualified to perform work on a
service order or case that requires the competency.

Related Links
Understanding Assignment Searches
"Understanding Workers in CRM" (PeopleSoft CRM 9.2: Business Object Management)
"Understanding Products in PeopleSoft CRM" (PeopleSoft CRM 9.2: Product and Item Management)

Defining Hierarchy for Provider Groups

Provider group hierarchy facilitates the members in parent provider group to view and access secured
cases of child provider groups.

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Pages Used to Define Hierarchy for Provider Groups

Page Name Definition Name Usage

Group Hierarchy Page RF_PV_GROUP_HIRCHY Define parent child hierarchy for a

specific provider group.

Group Hierarchy Page

Use the Group Hierarchy page (RF_PV_GROUP_HIRCHY) to define parent child hierarchy for a
specific provider group.

There can be multiple parents for a child. Also, there can be many child provider groups for a parent
thereby establishing “Many to Many” relationship. One Provider Group can’t be configured as the child
and parent for the same time period.

Note: The provider group hierarchy is applicable only for secured cases.

Provider group hierarchy can be defined by means of Group Hierarchy page or inserting data using SQL.

To enable provider group hierarchy feature, perform the following:

• Activate the Service Operation RC_PG_LOAD_CHILD

• Run Group Hierarchy Report process (Workforce, Group Hierarchy Report). The Group Hierarchy
Report process should be run each time the service operation RC_PG_LOAD_CHILD status is
altered.

Navigation

Workforce, Provider Groups, Group Hierarchy

Image: Group Hierarchy Page

This example illustrates the fields and controls on the Group Hierarchy page.

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SetID SetID of the provider group.

Provider Group ID Unique ID of the provider group.

View Enables to search historical, current, future, or the entire parent

child relationship entries. This will be assessed based on current
date.

By default, “All” is displayed in this field.

Parent Provider Group

Provider Group Name Name of the parent provider group.

Start Date Date from which the provider group is assigned as the parent in
the hierarchy.

End Date Date up to which the provider group member is assigned as the
parent in the hierarchy.

Child Provider Group

Provider Group Name Name of the child provider group.

Start Date Date from which the provider group is assigned as the child in
the hierarchy.

End Date Date up to which the provider group member is assigned as the
child in the hierarchy.

Defining Hierarchy through Database Insertion.

To define group hierarchy using SQL, perfom the following:

1. Insert required data in the following fields of RF_GROUP_HIRCHY table.

SETID

PROVIDER_GRP_ID (Child)

RF_GROUP_HIER_ID (Parent)

START_DATE

END_DATE

2. Run Group Hierarchy Report process. (Navigation: Workforce, Group Hierarchy Report)

Note: The Group Hierarchy Report process should be run each time the service operation
RC_PG_LOAD_CHILD status is altered.

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Chapter 13

Managing Workforce Competencies

Understanding Competencies in PeopleSoft CRM

This topic discusses:

• Competencies.

• Competency integrations.

Related Links
Understanding Assignment Searches
"Understanding Products in PeopleSoft CRM" (PeopleSoft CRM 9.2: Product and Item Management)
"Understanding the Service Data Model" (PeopleSoft CRM 9.2: Integrated FieldService)
Setting Up PeopleSoft CRM Application Installation Options

Competencies
In PeopleSoft CRM, competencies define the skills of the workforce. You can associate a set of
competencies with provider groups and workers and define the competency proficiency level for each
provider group and worker.

In PeopleSoft Integrated FieldService, define competency requirements for the services that the company
provides, and the minimum level of competency proficiency that is required to perform a service or
service activity.

Similarly, in PeopleSoft call center applications, you set up minimum competency proficiency
requirements for the problem type, category, type or detail information that are used for case assignment.
By comparing the competency requirements with the competencies that you define for your workforce,
the system can generate a list of qualified candidates to assign to a case.

You can enter competencies and competency proficiency ratings by using components within PeopleSoft
CRM or by integration with PeopleSoft Human Capital Management (PeopleSoft HCM) or a third-party
human resource management system.

Competency Integrations
These are the enterprise integration points (EIPs) that update CRM competencies with HCM
competencies.

Person Competency
This EIP synchronizes system tables with competency information that you define in an HR system. The
Person Competency EIP includes two application messages: PERSON_COMPETENCY_FULLSYNC
and PERSON_COMPETENCY_SYNC.

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At initial implementation, the HCM publishes a full set of competency records to PeopleSoft CRM by
using the PERSON_COMPETENCY_FULLSYNC application message. When a user adds or modifies
competency definitions in the HR system after the initial full synchronization, each change is published to
PeopleSoft CRM by using the PERSON_COMPETENCY_SYNC application message.

Warning! A FULLSYNC overwrites any changes that you made to competency information in CRM.

Rating Model
The RATING_MODEL_FULLSYNC and RATING_MODEL_SYNC messages are used to initially load
rating models from an HR system and to update competency rating models, respectively.

Competency
The COMPETENCY_SYNC and COMPETENCY_FULLSYNC messages are used to initially load
rating models from an HR system and to update competency rating models, respectively.

Flow of Integration
PeopleSoft CRM is a subscriber to competency EIP messages, not a publisher. Any changes that you
make to competency definitions or ratings in PeopleSoft CRM are not published or synchronized with the
HCM system.

Make all updates to competency records in your HCM system and publish them to PeopleSoft CRM, as
the following diagram illustrates:

Image: Flow of competency information from HCM to CRM

This example illustrates the fields and controls on the Flow of competency information from HCM to
CRM.

Related Links
"Understanding Enterprise Integration Technology" (PeopleSoft CRM 9.2: Business Object Management)

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Setting Up Competency Information in PeopleSoft CRM

To define competency information, use the Review Rating (CM_REVW_RATING), Competency Type
(CM_TYPE_TABLE), and Competency (COMPETENCY_TBL) components.

If you do not synchronize competency information with another system by using the Person Competency
EIP, you can manually define competency rating models, competencies, and the competency proficiency
for workers by using components in PeopleSoft CRM.

This topic discusses how to set up competency information in PeopleSoft CRM.

Pages Used to Set Up Competency Information in PeopleSoft CRM

Page Name Definition Name Usage

Competency Rating Model Page CM_REVW_RATING_TBL Define codes that you want to use to
indicate a provider group or worker's
level of proficiency for a competency
that is required to perform a service or
support a product.

Competency Types Page CM_TYPE_TABLE Define competency types, broad

categories of competencies that are
relevant to particular positions or
projects. When you define a competency,
it can be associated with one or more
types.

Competencies Page COMPETENCY_TABLE Establish IDs for competencies and

then tie the ID to the rating model and
competency types.

Competency Rating Model Page

Use the Competency Rating Model page (CM_REVW_RATING_TBL) to define codes that you want
to use to indicate a provider group or worker's level of proficiency for a competency that is required to
perform a service or support a product.

Navigation

Set Up CRM > Common Definitions > Competencies > Competency Rating Model > Competency
Rating Model

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Image: Competency Rating Model page

This example illustrates the fields and controls on the Competency Rating Model page.

A rating model specifies how you measure a provider group or worker's proficiency for a particular
competency.

Rating Levels
Rating Enter a code that represents the rating level. When defining
a rating, you must enter a code by using one alphanumeric
character.

Description Enter a description of the rating code by using up to 30

alphanumeric characters.

Note: Include the numeric number of the rating at the beginning

of the rating level description. This enables the system to
display the rating descriptions in numerical order instead of
alphabetical order on the prompts where users select ratings
levels.

Rating Points Enter a numeric value that the assignment engine uses to
represent the relative importance of each rating.

Important! When defining rating point scales for rating models

that are used to rate the proficiency of a provider group or
worker, use a numeric rating system in which the highest
number of points represents the highest level of proficiency.
Otherwise, the fit score values that the assignment engine
calculates will not accurately reflect the best qualified candidate.
The minimum proficiency, however, is tied to a service, not
within the rating model.

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Related Links
Understanding Assignment Searches

Competency Types Page

Use the Competency Types page (CM_TYPE_TABLE) to define competency types, broad categories of
competencies that are relevant to particular positions or projects.

When you define a competency, it can be associated with one or more types.

Navigation

Set Up CRM > Common Definitions > Competencies > Competency Types > Competency Types

Image: Competency Types page

This example illustrates the fields and controls on the Competency Types page.

Although competency types are not used by the system, you can develop reports that reflect competency
categories.

Competencies Page
Use the Competencies page (COMPETENCY_TABLE) to establish IDs for competencies and then tie the
ID to the rating model and competency types.

Navigation

Set Up CRM > Common Definitions > Competencies > Competencies > Competencies

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Image: Competencies page

This example illustrates the fields and controls on the Competencies page.

Competencies can represent any provider group or worker skills, abilities, knowledge, product support
areas, or behaviors that are pertinent to jobs in the organization, such as the ability to repair and maintain
specific products or equipment, knowledge of specialized manufacturing processes, or expertise with
computer programming languages. The codes can be broad or detailed and can represent any type of
competency.

To enable system-suggested assignments on service orders, define each skill that is required to complete
work on a service order as a competency in your system. To enable system-suggested assignments
on cases that are based on the problem type, category, type or detail that the user specifies, define
competencies that correspond to this information.

Description Enter a description that uses up to 30 alphanumeric characters.

Note: These descriptions should make sense to a user that is

viewing a list of problem types. For example, competencies like
Works independently or Microsoft Certification are probably not
appropriate descriptions for problem-type competencies. If the
product is a laptop, appropriate problem type competencies may
include hard drive and network connectivity.

Rating Model Select the model that is used to evaluate a provider group or
worker's degree of expertise for this competency. Establish
rating models on the Competency Rating Model page.

Type Select competency types for this competency, if applicable.

Establish competency types on the Competency Types page.

Defining Competency Proficiency Levels

You establish competency proficiency for provider groups on the Group Competencies page of the
Provider Groups component. Similarly, you establish competency proficiency for workers on the
Competencies page of the Worker component.

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The system uses the level of competency proficiency that you define for provider groups and workers to
evaluate whether the provider group or worker is qualified to perform work on a service order or provide
support on a case. You can also track the competency proficiency of your workforce for informational
purposes.

Related Links
"Understanding Workers in CRM" (PeopleSoft CRM 9.2: Business Object Management)
Understanding Provider Groups and Group Members

Defining Minimum Competency Requirements for Service Orders or Cases

In PeopleSoft Integrated FieldService, the system evaluates which workers are qualified to perform work
on a service order by matching the minimum level of competencies that you define for the associated
service or service activity with workers' proficiency for the corresponding competencies.

In PeopleSoft call center applications, you establish minimum competency proficiency requirements for
the problem type, category, type or detail information on cases, which the system uses when performing
call center agent assignment.

Related Links
"Understanding the Service Data Model" (PeopleSoft CRM 9.2: Integrated FieldService)
"Understanding Call Center Prompt Tables" (PeopleSoft CRM 9.2: Call Center Applications)

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Chapter 14

Setting Up and Performing Assignment

Searches

Understanding Assignment Searches

This topic discusses:

• Fit scores.

• Activity.

• Assignment criteria.

• Candidate selection and fit score generation.

Fit Scores
In PeopleSoft Customer Relationship Management (PeopleSoft CRM), you can perform assignment
searches to find the provider groups and group members that are best suited to a case or service order. The
system returns a list of eligible candidates ranked by fit score, which is an evaluation of how well each
provider group or group member matched criteria on the case or service order.

In addition to fit score, the system displays current availability and, for group member assignment
searches that are performed for a case, the number of open cases that are currently assigned to the group
member.

The system doesn't restrict the workforce assignment only to what it suggests. You can select the provider
group and group member that the system recommends, any provider group and group member on the list
(regardless of the fit score, current availability, or case load), or any provider group and group member
that does not appear on the list, to be assigned to a case or service order.

Note: If you use auto-assignment to assign a provider group member to a case and multiple members
tie for the highest fit score, the system assigns the member with the lowest case load. If two or more
members tie for highest fit score and lowest case load, the system selects the first person in the list. In this
situation the system makes an arbitrary assignment based on the member with the lowest person ID.

Activity
The system displays the activity from the service order.

Because a competency may be required for more than one activity, this column indicates the activity to
which the competency applies. This column does not appear when you perform the assignment search
from a case.

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Assignment Criteria
PeopleSoft CRM uses the assignment engine to generate recommendations for provider group and group
member assignments. The assignment engine uses this information in the assignment evaluation process:

• General assignment criteria.

• Case-specific assignment criteria.

• Service order-specific assignment criteria.

• Weighting factors.

• Assignment search data model.

General Assignment Criteria

For each worker or provider group, you can define a list of values that the worker or provider group
specializes or supports under these criteria: customer, location, product, product group, region, site,
department, person type, security role.

When you perform an assignment search on a service order or case, the assignment engine matches the
values of these criteria that are available on the service order or case to the values that are available on
workers and provider groups. The weight, or relative importance, of each assignment criteria match
determines a candidate's fit score.

Failure to match an assignment criteria value on a case or service order lowers the fit score but does
not exclude a provider group or group member from the list of eligible candidates. However, if you do
not select the Display Provider Groups and Group Members with no Criteria Matches check box on
the Assignment Setup page, then a provider group or group member must match at least one criteria or
competency value to be included in the list.

The assignment engine uses a different set of assignment criteria values when searching for a case in
PeopleSoft HelpDesk or Support, or for a service order in PeopleSoft Integrated FieldService.

The table below illustrates:

• For help desk cases, the assignment engine matches values for department, location, product, product
group, person type, problem type, and category, type, and detail (CTD) competencies.

• For help desk change requests, the assignment engine matches values for department, location,
product, product group and security role. Help desk change requests are matched only against
provider groups.

• For support cases, the assignment engine matches values for customer, site, region, product, product
group, problem type, and CTD competencies.

• For service orders, the assignment engine matches values for customer, site, region, product group,
product, service (or service activity) competency.

• For Service Center for Higher Education cases, the assignment engine matches values according to
either help desk or support case criteria, based on the caller for the case. If the caller is a worker, help
desk criteria is used: if the caller is a company contact or consumer (constituent), support criteria is
used.

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Assignment Criteria Used in Support Used in Help Desk Used in Help Desk Used in Service
Case? Case? Change Request? Order?

Competency - CTD Yes Yes Yes NA

Competency - Problem Yes Yes Yes NA

Type

Competency - Service NA NA NA Yes

Customer Yes NA NA Yes

Location NA Yes Yes NA

Product Yes Yes Yes Yes

Product Group Yes Yes Yes Yes

Region Yes NA NA Yes

Site Yes NA NA Yes

Person Type No Yes No No

Department No Yes Yes No

Security Role No No Yes No

As mentioned in the table, the assignment engine uses the region information to perform service order
and support case assignment. A region search occurs when the Incident Address group box is available
on a Case or Service Order page (according to the associated configuration template) with a specified
incident location or when a region is associated with the site, contact, or customer on the transaction. The
assignment engine runs the region search based on the zip code that you specify in the incident location.

Note: This is only if the incident location is being displayed. If not, the region is determined by the
customer specified. In this case, the region match starts with this region (not the parent region like it does
for zip code). The region is derived from a hierarchy based upon the site, contact and customer. When a
service order or case is created, the region is determined by obtaining the region, if available, from the
site, then the contact and customer. If a new region is specified for the site, customer or contact, there will
be no region to match on with the assignment engine.

Before using zip codes as regions as assignment criteria, you must:

• Use the Region component to add zip codes as individual regions.

• Create a region, such as the Santa Clara county, and make it the parent region for all appropriate zip
codes.

Note: You should define regions with the category of Geography.

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When the assignment engine runs, the zip code of the incident location determines the region. The system
looks for the zip code with a category of Geography in the region table and starts with the parent region
for assignment matches.

The system continues to look at the region hierarchy and reports region matches for any provider groups
and group members that match the parent or grandparent regions. For example, if the parent region
of Santa Clara County is Northern California, then the system includes any provider groups or group
members associated with Santa Clara County or Northern California. If the provider group or group
member is associated with both Santa Clara and Northern California, the match will be on the lower
region (in this case, Santa Clara County).

Case-Specific Assignment Criteria

For assignment searches that you perform for cases, you can match the problem type and CTD
competencies of the case with competencies that are defined for group members and provider groups.

You can specify competencies for problem types, categories, specialty types and details to be used when
the system performs an assignment search from a case in PeopleSoft Support or HelpDesk.

The assignment engine matches the competency values in these fields on the case with group members
or provider groups that are associated with the same competency values. Any provider group or group
member that does not meet the minimum competency proficiency defined for the CTD or problem type
will not have a match for the competency.

Note: There is a hierarchical relationship among category, specialty type, and detail. A category includes
specialty types, which contain details. When all three levels of information are available in a case that
needs to be assigned, the value from the lowest available level is used in the assignment search. For
example, if the case has a category, specialty type and detail, the assignment uses the competency
information that is defined for detail when performing the assignment search. If it has category and
specialty type, the system uses the competency information for type. If it has only the category, the
system uses the competency information for category.

Service Order-Specific Assignment Criteria

For assignment searches that you perform for service orders, the assignment engine matches (besides
general assignment criteria) the competency proficiency of provider groups and group members with the
minimum competency proficiency requirements on the service (or service activity). Any provider group
or group member that does not meet the minimum competency proficiency that is defined for the service
or service activity will not have a match for the competency.

The service competency data that the assignment engine uses depends on:

• Whether competency data is defined for a service or service activity.

• Whether the assignment search is initiated from the service order activity actions section or the
service order line.

If activities are defined for the service, the assignment engine uses only the competency requirements that
are defined for the activities, even if competencies are also defined for the service.

If you perform the assignment search from the service order activity actions for a service with one
or more activities, the system evaluates provider group or group member competency against the
competency requirements that are defined for all activities that are associated with the service.

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If you perform the assignment search from the service order line, the system considers only the
competency requirements of the activity on the line.

If no activities are defined for the service, the assignment engine uses the competency information that
is defined for the service. If no competencies are defined for the service, the assignment engine does not
perform a competency match; it uses only assignment criteria matches to evaluate candidates for service
order assignment.

Weighting Factors
You can define the relative importance of assignment criteria for provider group and group member
searches. These weights may differ between the provider group and group member.

For example, if the CTD competency (applicable to support and help desk cases) has no importance when
assigning provider groups in cases, but region is important, set the group weight for the CTD competency
to 0 and the weight for region to 5.

If CTD competency and product are equally important and customer is somewhat important for group
member searches, you can then set the weights to 5, 5, and 3, respectively.

Assignment Search Data Model

This diagram illustrates the information that the assignment engine uses to generate a list of provider
groups or worker candidates to assign to tasks on a help desk case, support case, or service order and to
display current availability status:

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Image: Assignment Search Data Model

This example illustrates the fields and controls on the Assignment Search Data Model.

Note: The HelpDesk case, provider group assignment criteria, and worker assignment criteria should also
contain the person type.

Related Links
Understanding Competencies in PeopleSoft CRM
"Maintaining Worker Information" (PeopleSoft CRM 9.2: Business Object Management)

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Understanding Provider Groups and Group Members

Understanding Calendars
"Defining Products" (PeopleSoft CRM 9.2: Product and Item Management)
"Understanding the Service Data Model" (PeopleSoft CRM 9.2: Integrated FieldService)
"Understanding Call Center Prompt Tables" (PeopleSoft CRM 9.2: Call Center Applications)

Candidate Selection and Fit Score Calculations

For both provider group and group member searches, the assignment engine builds a table in the database
that represents each criteria match between provider groups or group members and the values on a service
order or case.

After completing the search, the system returns a list of the provider groups or group members with
criteria matches. The aggregate fit score of the provider groups or group members sequences the list.

Evaluating Workforce Assignment

For each assignment criteria match between a provider group or group member and the evaluated help
desk case, support case, or service order, the system inserts a row into a temporary table called Criteria Fit
(RF_ASSIGN_FIT).

Each row includes the name of the group member or provider group, the criteria that was matched, and
the relative importance, or weight, of the match. The weight value for the match becomes the number of
points that are assigned to the match.

For matches on problem type competency, CTD competency, or both, the number of points depends
on the number of competencies and the provider group or group member's proficiency for those
competencies.

For service competency matches, the number of points also depends on the number of competencies and
the provider group or group member's proficiency for those competencies. For these reasons, the number
of competency points may be less than the competency weight.

Determining Workforce Availability

The system determines the availability status of each provider group or group member. For provider
groups, the system checks the hours of operation and the holiday schedule that you define for the provider
group on the Schedule page in the Provider Group component.

If the customer preferred (or committed, if customer preferred doesn't exist) start and end dates and times
on a service order, or the current date and time on a case, correspond to an open period for the provider
group, and if the start and end dates are not on their holiday schedule, the provider group is considered
available for assignment.

For group members, the system checks for tasks on the worker's resource calendar as well as the worker's
schedule.

If the customer preferred start and end dates and times on a service order (if they don't exist, the system
uses the committed dates), or the current date and time on a case, correspond to a period during the group
member's standard work hours for which no other task has been assigned, the group member is considered
available for assignment.

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Establish standard workweek and workday hours during installation on the Calendar Options page (select
Set Up CRM > Install > Installation Options). You can modify an individual worker's standard hours on
the Schedule page in the Worker component.

Displaying Case Load for Candidates

For group member assignment searches that you perform from a case, the system determines how many
open cases are currently assigned to the group member. To facilitate workload balancing, this information
appears for each agent who is returned for a group member search.

Calculating Candidate Fit Scores

For each provider group or group member with a criteria match that is recorded in the Criteria Fit table,
the system sums the weight value that is associated with each criteria match row and calculates the fit
score for the provider group or group member using this equation:

Image: Fit score

This text provides a sample candidate fit scores calculation:

where the number of possible match points is defined by the criteria weight factor.

For example, for a group member assignment search, suppose that Jon Smith matched three assignment
criteria (region, customer, and site) on a service order for which no competency requirements were
defined, and this is the weight for each of the matching assignment criteria that applies to service orders:

• Customer = 5

• Region = 4

• Product = 3

• Site = 0

• Competency - Service = 4

The total number of possible match points is the total of the weight values: 5 + 4 + 3 + 0 + 4 = 16.

For the service order in this example, Jon Smith matched region, customer, and site. His total number of
match points is calculated as follows:

4+5+0=9

Jon's fit score = 9 / 16 x 100 =56%

Accounting for Competency Proficiency on a Service Order

When calculating fit scores for service order assignments, the assignment engine accounts for the provider
group or group member's competency proficiency and the relative importance of the competency that is
defined for the service or service activity using this equation:

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Image: Competency score

This text provides a sample competency score calculation:

• CnWt is the weight of the competency defined for the service or service activity.

• CnCP is the candidate's proficiency rating for the competency.

• CnMP is the maximum proficiency rating.

For example, suppose that the service order in the previous example was for an air-conditioner
maintenance service with no activities. The air-conditioner maintenance service has two competency
requirements: basic maintenance and compressor replacement.

The basic maintenance competency requires a minimum proficiency of 2 on a 1 to 6 rating scale, where
6 is the maximum proficiency rating. The compressor replacement competency requires a minimum
proficiency of 3 on the same rating scale.

The service definition for air-conditioner maintenance weights the relative importance of the basic
maintenance competency for performing the service as a 5 on a 0 to 5 scale, while the relative importance
of the compressor replacement competency is weighted at 2 on the same scale.

This table summarizes the competency data for the air-conditioner maintenance service:

Competency Minimum Proficiency Relative Importance to Maximum Proficiency on

the Service (CnWt) Rating Model (CnMP)

Basic Maintenance (C1) 2 5 6

Compressor Replacement 3 2 6
(C2)

This table shows the competency proficiency rating for three technicians, Jon Smith, Bill Jones, and Jane
Markowitz:

Worker Basic Maintenance Competency Compressor Replacement

Proficiency (C1CP) Competency Proficiency (C2CP)

Jon Smith 4 3

Bill Jones 2 0

Jane Markowitz 5 4

The competency score for each technician is calculated as follows:

Jon Smith's competency score = (5 * 4) + (2 * 3) / (5 * 6) + (2 * 6) = 0.62

Bill Jones' competency score = (5 * 2) / (5 * 6) + (2 * 6) = 0.24

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Notice that Bill Jones did not match the proficiency requirements for the compressor replacement
competency; therefore, no points for the match are included in the calculation.

Jane Markowitz's competency score = (5 * 5) + (2 * 4) / (5 * 6) + (2 * 6) = 0.79

To calculate the fit score for each worker, the competency score is multiplied by the assignment weighting
factor of the corresponding assignment criterion, which is defined for you in your installation.

Let's assume that the same criteria weight factors as in the previous fit score calculation example:
Customer = 5, Region = 4, Product = 3, Site = 0, Competency - Service = 4.

Let's also assume that, except for the competency proficiency on competency - service, Jon, Bill, and Jane
matched on identical criteria. Their fit scores are calculated as follows:

Jon Smith's fit score = 4+5+0+(4*0.62)/ 5+4+3+0+4 = 0.717

Bill Jones's fit score = 4+5+0+(4*0.24)/ 5+4+3+0+4 = 0.622

Jane Markowitz's fit score = 4+5+0+(4*0.79)/5+4+3+0+4 = 0.76

The assignment engine sorts these candidates:

• Jane Markowitz, 76%

• Jon Smith, 72%

• Bill Jones, 62%

If you view the detail scores, the system displays the criteria matches that compose the fit scores. For
example, under Jon Smith's name, you would see this breakdown:

Criteria Competency Score

Region NA 4/16 = 25%

Customer NA 5/16 = 31.3%

Site NA 0/16 = 0%

Competency - Service Basic Maintenance (4 x (5 x 4) / 42) / 16) = 11.90%

Competency - Service Compressor Replacement (4 x (2 x 3) / 42) / 16) = 3.6%

Accounting for Competency Proficiency on a Case

Similar to calculating service and service activity competencies, when the assignment engine calculates
fit scores for case assignments, it accounts for the provider group or group member's competency
proficiency and the relative importance of the competency values that are specified for problem type or
CTD on the case using this equation:

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Image: Competency score

This text provides a sample competency score equation:

• CnWt is the weight of the competency that is defined for the problem type or CTD.

• CnCP is the candidate's proficiency rating for the competency.

• CnMP is the maximum proficiency rating.

For example, suppose that the case involves a problem with a personal computer (PC) and the required
problem type competency and category competency are IBM PC Hardware and PC Configuration,
respectively. If Jon Smith has a proficiency of 4 on a 1 to 6 rating scale for both competencies, then Jon's
competency score for problem type is:

4 /6 = 0.666

His competency score for the category is also 0.666.

Let's assume that the following criteria weight factors are set:

Customer = 5, Region = 4, Product = 3, Site = 0, Competency - Problem Type = 4, Competency - CTD =

4.

If Jon Smith matches the customer and both competencies on the case, then his fit score is calculated as
follows:

Jon Smith's fit score = 5+(4*0.666)+(4*0.666) / 5+4+3+0+4+4 = 0.516 or 52%

Accounting for Product Proficiency on a Service Order or Case

When calculating fit scores for service order and case assignments, the assignment engine accounts for
the provider group or group member's product proficiency using this equation:

Product score = PCP/PMP

• PCP is the candidate's proficiency rating for the product.

• PMP is the maximum proficiency rating.

For example, suppose that the case or service order involves a problem with an air conditioner.

If Bill Jones has a proficiency of 2 for this product on a 1 to 6 rating scale, then Bill's product score is:

2 / 6 = 0.333

Let's assume that the criteria weight factors are the same as in the previous examples:

Customer = 5, Region = 4, Product = 3, Site = 0, Competency - Problem Type = 4, Competency - CTD =

4.

If Bill Jones matches the customer and product on the case or service order, this is how his fit score is
calculated:

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Bill Jones' fit score = 5 + (3*0.333) / 5+4+3+0+4+4 = 0.299 or 30%

Related Links
Understanding Provider Groups and Group Members
"Maintaining Worker Information" (PeopleSoft CRM 9.2: Business Object Management)
Understanding Competencies in PeopleSoft CRM

Setting Up the Assignment Searches

To define assignment searches, use the Worker (RD_WORKER_2), Provider Group
(RF_PROVIDER_GRP), Service (RF_SERVICE), Problem Type (RC_PROBTYPE), Category Type
Detail (RC_CA_TY_DE) and Assignment Weighting Factors (RF_ASSIGNMENT_WGHT) components.

This topic discusses how to set up assignment searches.

Pages Used to Set Up Assignment Searches

Page Name Definition Name Usage

Job Page RD_ASGN_JOB Specify a holiday schedule for the

worker.

This information helps to determine

worker's availability.

Work Schedule Page RD_WORKER_SCHEDULE Specify worker's workday information

if it differs from the information that
you define for the installation on the
Calendar Option page.

This information helps to determine

worker's availability.

Skills and Competencies Page RD_WORKER_CMP_PROF Associate competency information with

the worker.

This information is optional.

Assignment Criteria Page RD_WORKER_CRITERIA Define assignment criteria for the

worker.

This information is optional.

Schedule Page RF_PROVGRP_TIME Specify a holiday schedule and workday

information for the provider group.

This information helps to determine

provider group's availability.

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Page Name Definition Name Usage

Assign Group Criteria Page RF_PRV_GRP_CRIT Define assignment criteria for the
provider group.

The Region criterion is required when

defining provider groups.

Group Competencies Page RF_PRVGRP_COMP Associate competency information with

the provider group.

This information is optional.

Service Details Page RF_SERVICE_ATTRIB Associate competency information with

the service.

This information is optional.

Service Activities Page RF_SERVICE_ACT Associate competency information with

the service activity.

This information is optional.

Problem Type Page RC_PROBTYPE Associate competency information with

the problem type. You use problem types
to associate competencies with products
that a worker needs to resolve a problem
with the product.

This information is optional.

Category/Type/Detail - Category Page RC_CTD_CATEGORY Associate competency information with

the category.

This information is optional.

Category/Type/Detail - Type Page RC_CTD_TYPE Associate competency information with

the type.

This information is optional.

Category/Type/Detail - Detail Page RC_CTD_DETAIL Associate competency information with

the detail.

This information is optional.

Group Weighting Factors Page RF_ASSIGN_WGHT_PG Establish the relative importance

of assignment criteria matches for
customer, location, product, product
group, region, site, department, person
type, role, and competency values on
CTD, problem type, and service during
assignment searches for provider groups.

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Page Name Definition Name Usage

Member Weighting Factors Page RF_ASSIGNMENT_WGHT Establish the relative importance

of assignment criteria matches for
customer, location, product, product
group, region, site, department, person
type, role, and competency values on
CTD, problem type, and service during
assignment searches for provider group
members.

Assignment Setup Page RF_PRD_RATE_MDL Specify the rating model that is used
to define proficiency levels for product
competencies and configure search
results.

Job Page
Use the Job page (RD_ASGN_JOB) to specify a holiday schedule for the worker.

This information helps to determine worker's availability.

Navigation

Workforce > Search Worker > Job

Note: You are not required to define standard workweek information for your installation or for
individual workers. However, the system requires this information to create entries automatically on a
worker's calendars when a service order is assigned to the worker.

See "Worker - Job: Job Details Page" (PeopleSoft CRM 9.2: Business Object Management).

See Understanding Holiday Schedules.

Work Schedule Page

Use the Work Schedule page (RD_WORKER_SCHEDULE) to specify worker's workday information if
it differs from the information that you define for the installation on the Calendar Option page.

This information helps to determine worker's availability.

Navigation

Workforce > Search Worker > Work Schedule

See "Worker - Work Schedule Page" (PeopleSoft CRM 9.2: Business Object Management).

Skills and Competencies Page

Use the Skills and Competencies page (RD_WORKER_CMP_PROF) to associate competency
information with the worker.

This information is optional.

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Navigation

Workforce > Search Worker > Skills and Competencies

See "Worker - Skills and Competencies Page" (PeopleSoft CRM 9.2: Business Object Management).

See Understanding Competencies in PeopleSoft CRM.

Assignment Criteria Page

Use the Assignment Criteria page (RD_WORKER_CRITERIA) to define assignment criteria for the
worker.

This information is optional.

Navigation

Workforce > Search Worker > Assignment Criteria

See "Worker - Assignment Criteria Page" (PeopleSoft CRM 9.2: Business Object Management).

See Defining Group Assignment Criteria and Competencies.

Related Links
Understanding Provider Groups and Group Members

Schedule Page
Use the Schedule page (RF_PROVGRP_TIME) to specify a holiday schedule and workday information
for the provider group.

This information helps to determine provider group's availability.

Every worker who can be assigned to a case or a service order must be associated with an active provider
group. Define provider groups using the Provider Groups component.

Navigation

Workforce > Provider Groups > Schedule

See Defining Schedules for Provider Groups.

Assign Group Criteria Page

Use the Assign Group Criteria page (RF_PRV_GRP_CRIT) to define assignment criteria for the provider
group.

The Region criterion is required when defining provider groups.

Navigation

Workforce > Provider Groups > Assign Group Criteria

See Assign Group Criteria Page.

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Group Competencies Page

Use the Group Competencies page (RF_PRVGRP_COMP) to associate competency information with the
provider group.

This information is optional.

Navigation

Workforce > Provider Groups > Group Competencies

See Group Competencies Page.

Service Details Page

Use the Service Details page (RF_SERVICE_ATTRIB) to associate competency information with the
service.

This information is optional.

Navigation

Set Up CRM > Product Related > FieldService > Services > Service Details

See "Understanding the Service Data Model" (PeopleSoft CRM 9.2: Integrated FieldService).

See "Defining Services" (PeopleSoft CRM 9.2: Integrated FieldService).

See "Defining Activities" (PeopleSoft CRM 9.2: Integrated FieldService).

Problem Type Page

Use the Problem Type page (RC_PROBTYPE) to associate competency information with the problem
type.

Use problem types to associate competencies with products that a worker needs to resolve a problem with
the product. This information is optional.

Navigation

Set Up CRM > Product Related > Call Center > Problem Type > Problem Type

See "Setting Up Basic Prompt Tables for Cases" (PeopleSoft CRM 9.2: Call Center Applications).

Category/Type/Detail - Category Page

Use the Category/Type/Detail - Category page (RC_CTD_CATEGORY) to associate competency
information with the category.

This information is optional.

Navigation

Set Up CRM > Product Related > Call Center > Category/Type/Detail > Category

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Chapter 14 Setting Up and Performing Assignment Searches

See "Setting Up Basic Prompt Tables for Cases" (PeopleSoft CRM 9.2: Call Center Applications).

Category/Type/Detail - Type Page

Use the Category/Type/Detail - Type page (RC_CTD_TYPE) to associate competency information with
the type.

This information is optional.

Navigation

Set Up CRM > Product Related > Call Center > Category/Type/Detail > Type

See "Setting Up Basic Prompt Tables for Cases" (PeopleSoft CRM 9.2: Call Center Applications).

Category/Type/Detail - Detail Page

Use the Category/Type/Detail - Detail page (RC_CTD_DETAIL) to associate competency information
with the detail.

This information is optional.

Navigation

Set Up CRM > Product Related > Call Center > Category/Type/Detail > Detail

See "Setting Up Basic Prompt Tables for Cases" (PeopleSoft CRM 9.2: Call Center Applications).

Group Weighting Factors Page

Use the Group Weighting Factors page (RF_ASSIGN_WGHT_PG) to establish the relative importance
of assignment criteria matches for customer, location, product, product group, region, site, department,
person type, role, and competency values on CTD, problem type, and service during assignment searches
for provider groups.

Navigation

Set Up CRM > Common Definitions > Codes and Auto Numbering > Assignment Weighting Factors >
Group Weighting Factors

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Image: Group Weighting Factors page

This example illustrates the fields and controls on the Group Weighting Factors page.

Select the relative importance of a provider group's assignment criteria matches for competency on CTD
(support and help desk cases), problem type (support and help desk cases), service (service orders),
customers (service orders and support cases), department (help desk cases), locations (help desk cases),
person type (help desk cases), products (all), product groups (all), regions (service orders and support
cases), roles (change management only), and sites (service orders and support cases).

Related Links
Understanding Provider Groups and Group Members

Member Weighting Factors Page

Use the Member Weighting Factors page (RF_ASSIGNMENT_WGHT) to establish the relative
importance of assignment criteria matches for customer, location, product, product group, region,
site, department, person type, role, and competency values on CTD, problem type, and service during
assignment searches for provider group members.

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Navigation

Set Up CRM > Common Definitions > Codes and Auto Numbering > Assignment Weighting Factors >
Member Weighting Factors

Image: Member Weighting Factors page

This example illustrates the fields and controls on the Member Weighting Factors page.

Select the relative importance of a of a group member's assignment criteria matches for competency on
CTD (support and help desk cases), problem type (support and help desk cases), service (service orders),
customers (service orders and support cases), department (help desk cases), locations (help desk cases),
person type (help desk cases), products (all), product groups (all), regions (service orders and support
cases), roles (change management), and sites (service orders and support cases).

Assignment Setup Page

Use the Assignment Setup page (RF_PRD_RATE_MDL) to specify the rating model that is used to define
proficiency levels for product competencies and configure search results.

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Navigation

Set Up CRM > Common Definitions > Codes and Auto Numbering > Assignment Weighting Factors >
Assignment Setup

Image: Assignment Setup page

This example illustrates the fields and controls on the Assignment Setup page.

Rating Model Enter the rating model to indicate required proficiency levels
for products. Establish rating models on the Competency Rating
Model page.

Default Assignment Page Select the page that the system initially returns when you
perform a search. Values are:

Summary: The system displays the Provider Group Summary

page when you perform a provider group search and the
Candidate Summary page when you perform a provider group
member search for a technician or agent.

Detail: The system displays the Provider Group Detail page

when you perform a provider group search and the Candidate
Detail page when you provide a provider group member search
for a technician or agent.

Display Provider Groups and Group Select to enable all provider groups and group members to
Members with no Criteria Matches appear as part of the assignment engine search results when you
click Suggest a Provider Group or Suggest a Group Member
from a case or service order. Clear this check box if only the
provider groups and group members that have criteria matches
should appear in the search results.

Related Links
Competency Rating Model Page

Reviewing and Assigning Provider Groups

This topic lists common elements and discusses how to review and assign provider groups.

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Pages Used to Review and Assign Provider Groups

Page Name Definition Name Usage

Provider Group Summary Page RF_ASSIGN_PG_SEC Review the provider group search result
(summary view) and select a provider
group that you can assign to a service
order or a case.

Provider Group Detail Page RF_ASSIGN_PGDT_SEC Review the provider group search result
(detail view). You can select a provider
group that you can assign to a service
order or a case from here as well.

Related Links
"Setting Up Automatic Service Order Assignments" (PeopleSoft CRM 9.2: Integrated FieldService)

Common Elements Used in Reviewing and Assigning Provider Groups

Provider Group Name Displays the name of the eligible provider group. Click the
Transfer to Provider Group button next to the name to access
the Provider Group component and view the provider group
definition record.

Select Click to assign the selected provider group to the corresponding

service order or case.

Available Displays the group or group member's availability. A green

circle indicates availability; a red square indicates unavailability.

Note: The Available column does not appear if you do not

specify a start or end period on the service order.

Score Displays the provider group's score for the criteria match
based on the assignment weight factor that is defined on the
Group Weighting Factors page in the Assignment Engine Setup
component.

Total Score Displays the total fit score of the provider group.

Return To Service Order and Return Click to return to the component (service order or case,
To Case respectively), where you access this page.

Provider Group Summary Page

Use the Provider Group Summary page (RF_ASSIGN_PG_SEC) to review the provider group search
result (summary view) and select a provider group that you can assign to a service order or a case.

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Navigation

• On the Service Order - Activities page in PeopleSoft FieldService, click the Suggest Group button.

Click the Summary link if the Provider Group Detail page appears.

• On the Case page in PeopleSoft Support or HelpDesk, click the Suggest a Provider Group button.

Click the Summary link if the Provider Group Detail page appears.

• On the Dispatch Board page click the Suggest a Provider Group button.

• On the Change Request Task page, click the Suggest Assignments button.

Image: Provider Group Summary page

This example illustrates the fields and controls on the Provider Group Summary page.

The Provider Group Summary page lists provider groups that matched at least one assignment criteria
value on the case or service order.

Detail Click to access the Provider Group Detail page and view the
assignment weight factors that are used to calculate the fit
scores.

Provider Group Detail Page

Use the Provider Group Detail page (RF_ASSIGN_PGDT_SEC) to review the provider group search
result (detail view).

You can select a provider group that you can assign to a service order or a case from here as well.

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Navigation

• On the Service Order - Activities page in PeopleSoft FieldService, click the Suggest Group button.

Click the Detail link if the Provider Group Summary page appears.

• On the Case page in PeopleSoft Support or HelpDesk, click the Suggest a Provider Group button.

Click the Detail link if the Provider Group Summary page appears.

• On the Change Request Task page, click the Suggest Assignments button. Click the Detail link if the
Provider Group Summary page appears.

• On the Dispatch Board page click the Suggest a Provider Group button.

Click the Detail link if the Provider Group Summary page appears.

Image: Provider Group Detail page

This example illustrates the fields and controls on the Provider Group Detail page.

Summary Click to access the Provider Group Summary page.

Criteria Code Displays the assignment criterion on the case or service order
that the provider group matched.

Reviewing and Assigning Group Members

This topic lists common elements and discusses how to review and assign group members.

Pages Used to Review and Assign Group Members

Page Name Definition Name Usage

Candidate Summary Page RF_ASSIGN_LIST_SEC Review the group member search

result (summary view) and select group
members that you can assign to a service
order or a case.

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Page Name Definition Name Usage

Candidate Detail Page RF_ASSIGN_DET_SEC Review the group member search result
(detail view). You can select a group
member that you can assign to a service
order or a case from here as well.

Related Links
"Setting Up Automatic Service Order Assignments" (PeopleSoft CRM 9.2: Integrated FieldService)

Common Elements Used in Reviewing and Assigning Group Members

Select Select this check box to indicate a group member to assign, and
then click the Select button. If the assignment is for a service
order line, you can select multiple group members.

Name Displays the name of the eligible group member. Click the
Transfer to Worker button to access the Worker component and
view the worker definition record.

Cases Displays the number of cases that are assigned to an agent. This
column appears only for worker assignment searches that you
perform from a case in PeopleSoft Support or HelpDesk.

Score Displays the group member's score for each criteria match based
on the criteria assignment weight factor for the criteria code
that you define on the Member Weighting Factors page in the
Assignment Engine Setup component.

Total Score Displays the total fit score of the group member.

Return To Service Order and Return Click to return to the service order or case from which you
To Case accessed this page.

Candidate Summary Page

Use the Candidate Summary page (RF_ASSIGN_DET_SEC) to review the group member search result
(detail view).

You can select a group member that you can assign to a service order or a case from here as well.

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Chapter 14 Setting Up and Performing Assignment Searches

Navigation

• On the Service Order - Activities page in PeopleSoft FieldService, click the Suggest Group Member
button.

Click the Detail link if the Candidate Summary page appears.

• On the Case page in PeopleSoft Support or HelpDesk, click the Suggest an Agent button.

Click the Detail link if the Candidate Summary page appears.

• On the Dispatch Board page, click the Suggest Group Member button.

Click the Detail link if the Candidate Summary page appears.

Image: Candidate Summary page

This example illustrates the fields and controls on the Candidate Summary page.

The Candidate Summary page lists the members in the provider group who matched at least one
assignment criteria value on the case or service order, or all provider group members if you select the
Display Provider Groups and Group Members with no Criteria Matches check box on the Assignment
Setup page. For support and help desk cases, the system shows the number of open cases that are
currently assigned to each group member on the list.

Note: You must specify a provider group on the case or service order before performing a search on group
members.

Detail Click to access the Candidate Detail page and view the
assignment weight factors that are used to calculate the total fit
scores.

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Candidate Detail Page

Image: Candidate Detail page

This example illustrates the fields and controls on the Candidate Detail page.

Summary Click to return to the Candidate Summary page.

Criteria Code Displays the assignment criterion on the case or service order
that the candidate matched. Associate values for each criteria
code with workers on the Assign Criteria page in the Worker
component.

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Chapter 15

Defining Holiday Schedules

Understanding Holiday Schedules

In PeopleSoft Customer Relationship Management (PeopleSoft CRM), you can associate holiday
schedules with provider groups and individual workers. You can schedule a process to update worker
calendars to reflect holiday information. On calendars, holidays appear as a type of task.

In PeopleSoft Integrated FieldService, the assignment engine indicates on the assignment search result
that an eligible provider group or worker is unavailable for assignment if the period that the committed
start and end dates defined on a service order coincides with a defined holiday.

Similarly, in PeopleSoft call center applications, the assignment engine indicates that a provider group
or worker is unavailable for case assignment if the date on which you perform the assignment search
corresponds with a defined holiday. (Regardless of availability, however, you can always manually assign
provider groups and workers to a case or service order.)

Important! Workers do not inherit holiday schedules from their provider groups.

Because workers can belong to multiple provider groups, you must define and maintain holiday schedules
for workers and provider groups separately. If you want workers to inherit holiday schedules from their
provider groups, you must institute a manual process to ensure synchronization of holiday schedules.

Defining Holiday Schedules, Time Frames, and Sales Quota

Rollups
To define holiday schedules, time frames and sales quotas, use the Installation (RB_INSTALLATION),
Holiday Schedule (HOLIDAY_SCHED_TBL) and Time Frames (RSF_TF) components.

This topic discusses how to define holiday schedules, time frames and sales quota rollups.

Pages Used to Define Holiday Schedules

Page Name Definition Name Usage

Calendar Options Page RF_INSTALLATION Define standard workday information.

The system uses the start and end times
on this page as the start and end times
of any holiday that you define. The
system displays these times on workers'
calendars.

Holiday Schedule Page HOLIDAY_SCHED_TBL Define holidays.

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Defining Holiday Schedules Chapter 15

Page Name Definition Name Usage

Timeframes Page RSF_TF_MAIN Define time frames for forecasting,

pipeline analysis, planning and portfolio
examination.

Sales Information Page RSF_TF Define time frames for sales quota
rollups.

Calendar Options Page

Use the Calendar Options page (RF_INSTALLATION) to define standard workday information.

The system uses the start and end times on this page as the start and end times of any holiday that you
define. The system displays these times on workers' calendars.

Navigation

Set Up CRM > Install > Installation Options > Calendar Options

See Setting Up PeopleSoft CRM Application Installation Options.

Holiday Schedule Page

Use the Holiday Schedule page (HOLIDAY_SCHED_TBL) to define holidays.

Navigation

Set Up CRM > Common Definitions > Calendars and Schedules > Holiday Schedule > Holiday
Schedule

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Chapter 15 Defining Holiday Schedules

Image: Holiday Schedule page

This example illustrates the fields and controls on the Holiday Schedule page.

When you add a new date to the list of holidays, enter a description (up to 30 alphanumeric characters).
This description appears on the workers' calendars.

Timeframes Page
Use the Timeframes page (RSF_TF_MAIN) to define time frames for forecasting, pipeline analysis,
planning and portfolio examination.

Navigation

Set Up CRM > Common Definitions > Calendars and Schedules > Time Frames > Timeframes

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Defining Holiday Schedules Chapter 15

Image: Timeframes page

This example illustrates the fields and controls on the Timeframes page.

Period Definition Tab

Select the Period Definition tab.

Select the period (for example, annual, daily, monthly quarterly, and so on) for the time frame.

Enter a description of the period (for example, Q1, 2005 FY, and so on). The Time Frame field uses the
name that you enter for the time frame and the text that you enter in the Period field to enter a description
of the time frame.

Select the begin and end dates and then enter a long and short description for the period.

Usage and Status Tab

Select the Usage and Status tab.

Use the Period Use field to indicate how you plan to use the information generated in the time frame that
you are defining. You can select either All, Pipeline Only, Forecast and Pipeline, and Planning and
Portfolio. Use the Status field to indicate the status of the usage for the time frame.

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Chapter 15 Defining Holiday Schedules

Sales Information Page

Use the Sales Information page (RSF_TF) to define time frames for sales quota rollups.

Navigation

Set Up CRM > Common Definitions > Calendars and Schedules > Time Frames > Sales Information

Image: Sales Information page

This example illustrates the fields and controls on the Sales Information page.

After you enter the time frames on the Timeframes page and save it, select the Sales Information tab and
enter quota information for the time frame group that is being defined.

Quota Information
Use the fields in this group box to define sales quotas by period definition (for example, annual, biweekly,
daily, monthly, and so on). You can also use the Define Detailed Quotas option to define revenue details
by business unit, product, product group, industry, region, revenue type, and territory.

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Quota Rollup Tab

Select the Quota Rollup tab.

Use the Quota Rollup Period field to select the time period that the period should roll up to for reporting
or forecasting reasons.

For example, suppose that you are entering monthly time frames based on a quarterly reporting system,
the April, May and June periods should roll up to the 2nd quarter rollup period.

Associating Provider Groups with Holiday Schedules

Specify the appropriate holiday schedule on the Schedule page under Workforce > Provider Groups >
Schedule.

The assignment engine checks the holiday schedule and hours of operation that you define for a provider
group to determine whether an eligible provider group is available for assignment to a service order or
case.

Related Links
Defining Schedules for Provider Groups

Associating Workers with Holiday Schedules

Associate workers with the appropriate holiday schedule on the Job Detail page under Workforce >
Worker > Job Detail.

When you select a holiday schedule for a worker, the system updates the worker's calendar to reflect the
selected holiday schedule when you save the record. If you don't select a holiday schedule for a worker,
no holidays are reflected on the worker's calendar.

Note: If you change a worker's holiday schedule on the Job Detail page, when a user saves the page, the
system deletes all existing holidays on the worker's calendar and records the holidays of the new schedule
starting from the beginning of the calendar year.

Related Links
"Worker - Assignment Criteria Page" (PeopleSoft CRM 9.2: Business Object Management)

Updating Workers' Calendars with Specified Holiday Schedules

This topic discusses how to update workers' calendars with specified holiday schedules.

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Chapter 15 Defining Holiday Schedules

Page Used to Update Workers' Calendars with Specified Holiday Schedules

Page Name Definition Name Usage

Holiday Load Page RUN_CNTL_RF1000 Update workers' calendars with specified

holiday schedules.

Holiday Load Page

Use the Holiday Load page (RUN_CNTL_RF1000) to update workers' calendars with specified holiday
schedules.

Navigation

Workforce > Load Holidays > Holiday Load

Image: Holiday Load page

This example illustrates the fields and controls on the Holiday Load page.

You should maintain one holiday schedule per region or per segment of your workforce and periodically
add new dates to each holiday schedule to reflect the next year's official holidays. When you add
additional dates to the holiday schedules that you define with the Holiday Schedule page, run the Load
Holiday process (RF_HOLIDAY) .

For example, you might define next year's holidays in the last quarter of this year. After defining the
holiday dates for the coming year, run the Load Holiday process to have the system record the new dates
on workers' calendars.

Note: When you run the Load Holiday process, the system updates workers' calendars to reflect the
changes in the associated holiday schedule from the current date forward. If you delete a holiday for a
date prior to the current date, the system does not delete the past holiday from the calendars. However, if
you delete or add a holiday for a future date, the system updates calendars to reflect the holiday schedule
changes.

Load Criteria
The Load Criteria group box indicates the parameters for the Holiday Load process. Before running the
process, you must associate a holiday schedule with each worker who needs the update on the Job Detail
page.

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Defining Holiday Schedules Chapter 15

One Worker Select to load the holiday schedule for the worker who you
specify in the Name field. The system displays the Name field
after you select this option.

All Workers/One Schedule Select to load the holiday schedule that you specify in the
Holiday Schedule field for all workers who are currently defined
in the system and have the specified holiday schedule. The
system displays the Holiday Schedule field after you select this
option.

All Workers/All Schedules Select to load all holiday schedules that are associated with each
worker in the system.

See PeopleTools: Process Scheduler product documentation.

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Chapter 16

Using Calendars

Understanding Calendars
In PeopleSoft Customer Relationship Management (PeopleSoft CRM) every worker has access to their
own My Calendar page to view their monthly, weekly, or daily calendars. Managers can update calendars
to reflect daily tasks. In PeopleSoft Sales, system events can automatically update sales representatives'
calendars to reflect leads and opportunities.

Similarly, in PeopleSoft Integrated FieldService, system events can automatically update technicians'
calendars to reflect service order assignments. When suggesting eligible candidates to assign to a service
order and case, the system checks for worker availability. If a worker has another task scheduled, or if the
start and end times of the task are not within the worker's scheduled work hours, the system indicates that
the worker is unavailable.

Calendars and Tasks

The calendar is another way to view tasks. To appear in the calendar, a task must satisfy these conditions:

• The Show In Calendar check box must be selected when the task type is defined.

• The task must have a start date, start time, end date and end time.

• A task appears in the calendar of assignees or invitees only if the person accepts the task or invitation.

Note: If a calendar item is linked to a transaction (for example, company, lead, or opportunity) the system
displays the appropriate page for that transaction when the user clicks the link for the task subject. If the
task is not linked to a transaction, the system displays the Task Details page. Also, if a task spans multiple
days, the system displays the task only on the start date on the calendar page.

Related Links
Understanding Assignment Searches
"Understanding Territory Trees" (PeopleSoft CRM 9.2: Sales)
Understanding Task Management

Setting Up Calendars
This topic discusses how to set up calendars.

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Pages Used to Set Up Calendars

Page Name Definition Name Usage

Daily Calendar Page RB_TSK_CALENDAR View a worker's daily calendar.

Weekly Calendar Page RB_TSK_CALENDAR View a worker's weekly calendar.

Monthly Calendar Page RB_TSK_CALENDAR View a worker's monthly calendar.

My Tasks - User Options Page RB_TSK_PREF_SEC Set the default calendar view (daily,
weekly, or monthly) and delegate tasks
to others for a period of time.

See Also My Tasks - User Options Page

Common Elements Used in Setting Up Calendars

Daily Click this toolbar button to go to the daily calendar page.

Weekly Click this toolbar button to go to the weekly calendar page.

Monthly Click this toolbar button to go to the monthly calendar page.

View Another's Calendar Click this link to go to the Another's Calendar search page
to view calendars of other workers. Depending on how you
implement security, a worker may not be able to view the
calendars of other workers. It is more typical for managers to
use this link to view the calendars of the people that report to
them.

View My Team's Calendar Click this link to view the calendar for your sales team.

View Provider Group's Calendar Click this link to view the calendar for any provider group to
which you belong. Only tasks that are associated to the provider
group (not just owned by an individual provider group member)
will be displayed on the calendar.

This will only be displayed if the current user is a member of

one or more provider groups.

Add Task Click this toolbar button to access the Task Details page and add
task entries. For specific information on adding task entries refer
to the topic on Managing Tasks.

See Managing Tasks.

Calendar Item Entry Click this link to go to the page that displays the calendar item.
This could be a service order, case, lead, opportunity, or the
Task Details page where a user can view and change meeting
times, appointments, scheduled phone calls, reminders, and to
do items.

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Chapter 16 Using Calendars

Daily Calendar Page

Use the Daily Calendar page (RB_TSK_CALENDAR) to view a worker's daily calendar.

Navigation

• Click the Daily Calendar button next to the worker's name on the dispatch board in PeopleSoft
FieldService.

• Click the gray bar that represents a task for a worker on the dispatch board in PeopleSoft
FieldService.

• Click a day on the Monthly Calendar or Weekly Calendar page.

Image: Daily Calendar page

This example illustrates the fields and controls on the Daily Calendar page.

Go To Displays the date for the events appearing on the calendar. To

view different days, enter a new date, select a new date using
the Choose a date button or use the Next Day and Previous Day
arrows.

Click the Choose a date button to access the Daily Calendar

page for another date.

Daily, Weekly, or Monthly Click any one of these buttons to get a different view of the
currently displayed calendar.

View My Calendar, View Another's Click any of these links to view the specified calendar.
Calendar, View My Team's
Calendar, View Provider Group's
Calendar

Related Links
"Understanding Service Orders" (PeopleSoft CRM 9.2: Integrated FieldService)
"Understanding Sales Users" (PeopleSoft CRM 9.2: Sales)

Weekly Calendar Page

Use the Weekly Calendar page (RB_TSK_CALENDAR) to view a worker's weekly calendar.

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Using Calendars Chapter 16

Navigation

Click the Weekly Calendar toolbar button on the Daily Calendar or Monthly Calendar page.

Image: Weekly Calendar page

This example illustrates the fields and controls on the Weekly Calendar page.

Go To Displays the current date. To display a new calendar enter a new

date, select a new date using the Choose a date button or use the
Next Week and Previous Week arrows.

Click the Choose a date button to access the calendar page for
another date.

Note: You can also click the link under the day of the week to
go to the worker's daily calendar for that day.

Monthly Calendar Page

Use the Monthly Calendar page (RB_TSK_CALENDAR) to view a worker's monthly calendar.

Navigation

Click Monthly Calendar toolbar button on the Daily Calendar or Weekly Calendar page.

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Chapter 16 Using Calendars

Image: Monthly Calendar page

This example illustrates the fields and controls on the Monthly Calendar page.

Go To Displays the month and year for the events appearing on the
calendar. Select a new month and year to go to a different
calendar for the worker. To access a calendar for a different
month, click the Next Month and Previous Month arrows.

Note: You can also click the link under the day of the week to
access the worker's daily calendar for that day.

Current Month Click to return to the calendar for the current month after
navigating to other months or years. The system highlights the
current day and displays nonwork days in light gray. This link
only appears if you are not in the current month.

Related Links
"Understanding Workers in CRM" (PeopleSoft CRM 9.2: Business Object Management)

My Tasks - User Options Page

Use the My Tasks - User Options page (RB_TSK_PREF_SEC) to set the default calendar view (daily,
weekly, or monthly) and delegate tasks to others for a period of time.

Navigation

My Tasks

Click the Options button on the toolbar in the My Tasks component.

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Viewing Team Calendars

This topic provides an overview on team calendars.

Pages Used to View Team Calendars

Page Name Definition Name Usage

Daily Team Calendar of <Name> Page RB_TSK_CALENDAR View the calendars of your team for a
single day.

Weekly Team Calendar of <Name> Page RB_TSK_CALENDAR View the calendars of your team for a
single week.

Monthly Team Calendar of <Name> RB_TSK_CALENDAR View the calendars of your team for a
Page single month.

Another's Calendar for <Name> Page RB_TSK_GCAL_SRCH Search for and view other people's
calendars.

Understanding Team Calendars

Using team calendars, sales managers can view the calendar of their resources to evaluate their team's
bandwidth to work on new leads and opportunities.

Having the functionality to view their team’s calendar on a single page enables sales managers to more
easily identify the specific meetings, conference calls, events and appointments that they might want to
attend, which have been set up by their team members.

Daily Team Calendar of <Name> Page

Use the Daily Team Calendar of <Name> page (RB_TSK_CALENDAR) to view the calendars of your
team for a single day.

Navigation

• Click the My Calendar link.

• Click the View My Team Calendars link

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Chapter 16 Using Calendars

Image: Daily Team Calendar of <Name> page

This example illustrates the fields and controls on the Daily Team Calendar of <Name> page.

Related Links
Daily Calendar Page

Weekly Team Calendar of <Name> Page

Use the Weekly Team Calendar of <Name> page (RB_TSK_CALENDAR) to view the calendars of your
team for a single week.

Navigation

Click the Weekly toolbar button on the Daily Team Calendar or Monthly Team Calendar page.

Image: Weekly Team Calendar of <Name> page

This example illustrates the fields and controls on the Weekly Team Calendar of <Name> page.

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Using Calendars Chapter 16

Related Links
Weekly Calendar Page

Monthly Team Calendar of <Name> Page

Use the Monthly Team Calendar of <Name> page (RB_TSK_CALENDAR) to view the calendars of your
team for a single month.

Navigation

Click the Monthly toolbar button on the Daily Team Calendar of <Name> or Weekly Team Calendar of
<Name> page.

Image: Monthly Team Calendar of <Name> page

This example illustrates the fields and controls on the Monthly Team Calendar of <Name> page.

Related Links
Monthly Calendar Page

Another's Calendar for <Name> Page

Use the Another's Calendar for <Name> page (RB_TSK_GCAL_SRCH) to search for and view other
people's calendars.

Navigation

Click the View Another's Calendar link on the Daily Team Calendar of <Name>, Weekly Team Calendar
of <Name>, or Monthly Team Calendar of <Name> page.

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Chapter 16 Using Calendars

Image: Another's Calendar for <Name> page

This example illustrates the fields and controls on the Another's Calendar for <Name> page.

Enter your search criteria in the fields within the Search group box and then click the search button at the
bottom of the page. The system displays a list of names and their departments. Click the person's name
whose calendar you want to view. The system takes you to that person's Daily Calendar page.

Viewing Provider Group Calendars

This section provides an overview on provider group calendars.

Pages Used to View Provider Group Calendars

Page Name Definition Name Usage

Daily Provider Group Calendar of RB_TSK_CALENDAR View the calendars of your provider
<Name> Page group for a single day.

Weekly Provider Group Calendar of RB_TSK_CALENDAR View the calendars of your provider
<Name> Page group for a single week.

Monthly Provider Group Calendar of RB_TSK_CALENDAR View the calendars of your provider
<Name> Page group for a single month.

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Using Calendars Chapter 16

Understanding Provider Group Calendars

By using provider group calendars, members of a provider group can view the tasks and calendar for their
group. The only tasks listed on the calendar are those that are assigned to the provider group (and whose
task types are configured to display on the calendar).

See Understanding Task Management.

Daily Provider Group Calendar of <Name> Page

Use the Daily Provider Group Calendar of <Name> page (RB_TSK_CALENDAR) to view the calendars
of your provider group for a single day.

Navigation

• Click the My Calendar link.

• Click the View Provider Group's Calendar link

Image: Daily Provider Group Calendar of <Name> page

This example illustrates the fields and controls on the Daily Provider Group Calendar of <Name> page.

Related Links
Daily Calendar Page

Weekly Provider Group Calendar of <Name> Page

Use the Weekly Provider Group Calendar of <Name> page (RB_TSK_CALENDAR) to view the
calendars of your provider group for a single week.

Navigation

Click the Weekly toolbar button on the Daily Provider Group Calendar of <Name> or Monthly Provider
Group's Calendar of <Name> page.

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Chapter 16 Using Calendars

Image: Weekly Provider Group Calendarvof <Name> page

This example illustrates the fields and controls on the Weekly Provider Group Calendar of <Name> page.

Related Links
Weekly Calendar Page

Monthly Provider Group Calendar of <Name> Page

Use the Monthly Provider Group Calendar of <Name> page (RB_TSK_CALENDAR) to view the
calendars of your provider group for a single month.

Navigation

Click the Monthly toolbar button on the Daily Provider Group Calendar of <Name> or Weekly Provider
Group's Calendar of <Name> page.

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Image: Monthly Provider Group Calendar of <Name> page

This example illustrates the fields and controls on the Monthly Provider Group Calendar of <Name>
page.

Related Links
Monthly Calendar Page

Integrating Calendars with Third-Party Applications

PeopleSoft CRM delivers two enterprise integration points (EIPs)—Calendar/Task and Task Type—to
integrate the calendar functionality with third-party voice recognition applications.

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Chapter 17

Working with Interactions

Understanding Interactions
This topic discusses:

• Interactions and subinteractions.

• Contact methods and status.

• Interaction creation.

• Interaction display.

• Interaction notes.

Interactions and Subinteractions

Interactions are communications between you and customers or workers. At the practical level, an
interaction is, essentially, a call. Tracking such communications provides valuable insight into customer-
and worker-related activities.

Subinteractions are interactions that relate to a specific PeopleSoft CRM transaction (or call type), such as
a lead, order, or case. In essence, subinteractions are the activities that occur during a call. Notes that are
associated with an interaction are also subinteractions. A single interaction can have zero, one, or many
subinteractions.

External Customers Versus Workers

You create different types of subinteractions depending on whether an interaction is for an external
customer or a worker. In most CRM applications, customers are external to an organization. Any person
or organization whose data that you manage in one of the customer components (Company, Person, or
Site) is considered an external customer. However, in PeopleSoft HelpDesk and HelpDesk for Human
Resources, customers are internal people whose data you manage in the Worker component.

The Worker component enables you to manage data for help desk internal customers and for CRM staff
users such as salespeople, call center agents, and field service technicians. A worker can function as either
a customer or as CRM staff; therefore, the creation of a worker interaction is context-dependent. Worker
interactions are created only from the context of a help desk case, an HR help desk case, or on the Worker
360-Degree View page.

For example, if you open a helpdesk case for Mark Anderson, any correspondence that you send to
Mark from that case is logged as an interaction, and the case itself becomes a subinteraction. If Mark is
also a customer service representative, he might receive notifications that are related to cases for other
callers. These notifications are not logged as interactions because, in this context, Mark is a contact, not a
customer.

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Working with Interactions Chapter 17

Subinteraction Types
You can create the following basic PeopleSoft CRM transactions as subinteractions of external customer
interactions:

• PeopleSoft Support cases.

• PeopleSoft Sales leads.

• PeopleSoft Sales opportunities.

• All types of PeopleSoft Order Capture (collectively known as order captures).

• Installed products.

• PeopleSoft FieldService service orders.

• Notes.

You can create the following PeopleSoft CRM transactions as subinteractions of worker interactions:

• PeopleSoft HelpDesk cases.

• PeopleSoft HelpDesk for Human Resources cases.

• Notes.

Note: Additional types of subinteractions are available in PeopleSoft CRM industry-specific applications.

Contact Methods and Status

Every interaction has an associated contact method. An interaction's contact method categorizes the
interaction. It indicates the direction (inbound or outbound) of the interaction and the communication
channel. Inbound interactions occur when a customer initiates the contact; outbound interactions occur
when you initiate the contact. Outbound interactions can be manual (for example, when a salesperson
sends correspondence to a customer) or automatic (for example, when workflow notifies a customer that a
case is closed).

Many communication channels are used for both inbound and outbound communications. For example,
phone, email, and paper correspondence (whether mailed or faxed) can originate internally or externally.
However, the customer always initiates web-based interactions. Therefore, the Inbound Chat and Inbound
Web (for web self-service) contact methods do not have any outbound counterparts.

The Interaction Detail page contains the contents of the interaction (the text of the email, correspondence,
or chat), and the interaction detail type identifies that detail type. For example, the phone interaction detail
type is just one type, whereas the contact methods include Phone In and Phone Out. Contact methods
include both the channel and the direction of the interaction (in or out), while the interaction detail type is
used mainly to control different sets of interaction statuses. There are different sets of interaction statuses
for different channels and directions.

Contact Method (INTERACTION_MTHD) and Interaction Detail Type (RB_MCF_DETAIL_TYPE) are

translate fields.

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Chapter 17 Working with Interactions

Interaction Status
Every interaction has a status, which varies depending on the contact method. This table shows the system
delivered statuses for each contact method:

Contact Method Statuses

Inbound Chat Accepted, Completed and Requested.

See "Understanding Chat" (PeopleSoft CRM 9.2:

Multichannel Applications).

Inbound Email Assigned, Canceled, Completed, Processing, New, and

Reassigned.

See "Understanding Email Management" (PeopleSoft CRM

9.2: Multichannel Applications).

Inbound Fax/Outbound Fax None specified.

Inbound Phone/Outbound Phone Busy, Callback, Child Answered, Completed, In Progress,

No Answer, and Do Not Call Again.

See Understanding the 360-Degree View.

Outbound Email/Outbound Worklist Notification Completed, Cancelled, Failed In Delivery, and In Progress.

Outbound Email includes email replies, manual See "Understanding Email Management" (PeopleSoft CRM
notification (sent as email), and email that is sent through a 9.2: Multichannel Applications).
correspondence request.

Outbound Worklist Notification refers to manual notifications

that are sent as worklist entries.

Outbound Print/Printer Completed, Cancelled, Failed In Delivery, and In Progress.

Outbound SMS Completed, Cancelled, Failed In Delivery, and In Progress.

Synchronized Email Completed.

Self-Service/Inbound Web Completed.

See Understanding Customer Self-Service.

An interaction's initial status depends on how the interaction is created. You can manually update statuses
for interactions that you create using the 360-Degree View feature, but the system maintains statuses for
other types of interactions.

Interaction Creation
You can create interactions manually, or the system can create them automatically. This table lists the
situations in which the system creates interactions:

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Condition Subinteraction Contact Method and Status

Management

A user accesses Customer or Worker Created based on the user's actions in the In the 360-Degree View, the user
360-Degree View. 360-Degree View. can see the contact method and can
change it manually. The multichannel
framework type is not user-selectable. In
the 360-Degree View, the multichannel
framework type is always Phone.

The PeopleSoft CRM Computer Created by the system if the transaction's Contact method: Phone
Telephony Interface (CTI) application target page is a subinteraction-enabled
uses a delivered CTI transaction to object. Status default: In Progress
access a page in PeopleSoft CRM.

Note: CTI transactions that you create do

not automatically create interactions or
subinteractions.

A user sends email or print Created for the object from which the Contact method: Outbound mail
correspondence using the PeopleSoft correspondence was sent.
CRM correspondence management Status default: In Progress
features.

• A user sends manual notifications Interactions are created for the Contact method: Outbound email
as email to internal (for example, notifications. A subinteraction is created
workers) and external recipients for the transaction with which each Status default: In Progress
(for example, customer contacts and outbound email or worklist notification
consumers), or as worklist entries to is associated.
internal recipients.

• A user replies to an inbound email

using Email Workspace (available
if you license the PeopleSoft email
response management system
[ERMS]).

The PeopleSoft ERMS processes an The system creates an interaction for the Contact method: Inbound email
inbound email. inbound email.
Status default: New
A subinteraction is created when a user
manually associates related objects to
the inbound email. If a newly received
email is part of a thread, it automatically
inherits its parent email's related objects
and subinteractions.

The system sends an automated email to Interactions are created for AAF Contact method: Outbound email
a customer or worker from the context of workflow notifications but not for
a help desk case to a worker. Automated business project workflow notifications. Status default: In Progress
email is sent by AAF workflow, by
business project workflow, or by the No subinteractions are created.
ERMS system autoresponse process to
structured email. A subinteraction is created by the
ERMS autoresponse process if the
Note: Auto -acknowledgement email subinteraction is associated with
sent by the ERMS system or in response transactions.
to a customer's Contact Us submission
does not create an interaction.

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Condition Subinteraction Contact Method and Status

Management

A self-service customer submits a The text of the message becomes the Contact method: Phone
Contact Us message. interaction note.
Status default: In Progress
The Contact Us page is available only to
external customers, not to workers.

A customer requests a chat session from None. Contact method: Chat

the self-service Contact Us page.
Status: Requested

A self-service user creates a new case or The case that was created or updated. Contact method: Phone
updates an existing case in PeopleSoft
Support, HelpDesk, or HelpDesk for Status default: In Progress
Human Resources.

To record communications that occur outside of the PeopleSoft CRM system, users can manually create
interactions using the appropriate 360-Degree View. Users might manually create interactions if:

• A phone call is placed or received without the use of the CTI system.

• A letter or fax is received.

• Email is sent from outside of the PeopleSoft CRM system.

• Email is received by a mailbox that the ERMS system is not monitoring.

Interaction Display
There are various interfaces for viewing interaction information.

Interactions in the 360-Degree View Pages

PeopleSoft CRM provides 360-Degree View pages for customers and workers. There are two separate
360-Degree View pages for workers: one for PeopleSoft HelpDesk and one for HelpDesk for Human
Resources. As delivered, all of the 360-Degree View pages are configured to show interactions in the
dynamic grid that you create for it. You can configure a dynamic grid to display all of that interaction's
subinteractions when it is expanded.

The 360-Degree View page for a customer shows all of the interactions for that customer.

Other Interaction Lists

In addition to the 360-Degree View pages, you can view lists of interactions using:

• Interaction history grids within transactional components.

The components that you use to manage subinteraction-enabled components (including Cases, Leads,
and Orders) include a grid that shows all interactions for the specific transaction.

• The Interaction List page.

This page enables you to search for and access interactions directly from a menu (rather than from the
context of a specific customer or transaction).

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• The Recent Interactions pagelet.

This pagelet displays recent interactions for a selected customer. The Recent Interactions pagelet is
available with PeopleSoft CRM Portal Pack.

Interaction Details
From any interaction list, you can drill into the Interaction page, where you can see the details of a
specific interaction. The page that appears depends on the interaction type:

• If the interaction was created on the 360-Degree View page, the details appear on the Interaction
Detail page.

• If a correspondence request created the interaction, the details appear on the Interactions - View
Correspondence page.

• If the interaction is an inbound email or outbound notification (that is, a worklist entry or email other
than email sent through a correspondence request), drilling into the interaction displays the details
on the Email Workspace component (for inbound email) or the Outbound Notification page (for
outbound notification).

• If the interaction is a chat session, the detail page shows the full chat transcript.

Related Links
PeopleSoft Portal Pack
Understanding the 360-Degree View

Modifying Interaction Status

This topic discusses how to modify interaction status descriptions.

Page Used to Set Up Interaction Status

Page Name Definition Name Usage

Interaction Status Page RI_STATUS_SETUP Modify interaction status descriptions.

Interaction Status Page

Use the Interaction Status page (RI_STATUS_SETUP) to modify interaction status descriptions.

Navigation

Set Up CRM > Common Definitions > Correspondence > Interaction Status Setup > Interaction Status

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Chapter 17 Working with Interactions

Image: Interaction Status page

This example illustrates the fields and controls on the Interaction Status page.

Warning! If you change interaction statuses, you must make appropriate code changes in PeopleSoft
Application Designer.

Status Code Displays the statuses that PeopleSoft CRM delivers for the
interaction detail type.

Viewing Interactions
This topic discusses how to view interactions.

Pages Used to View Interactions

Page Name Definition Name Usage

Interaction List Page RI_INTERACT_HOME Search for interactions.

Interactions Page RI_INTERACTION View interaction details, including a

list of related subinteractions and the
complete text of any interaction note.

Interactions - View Correspondence Page RBC_RECPIENT_INQ View interaction details for the
correspondence request.

Inbound Email Page RB_EM_IB View interaction details of inbound

email.

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Page Name Definition Name Usage

Outbound Email Page RB_EM_OB View interaction details of inbound

email.

Chat Page RB_CHAT_LOG View interaction details of a chat.

Interaction List Page

Use the Interaction List page (RI_INTERACT_HOME) to search for interactions.

Navigation

Customers CRM > Interaction List > Interaction List

Image: Interaction List page

This example illustrates the fields and controls on the Interaction List page.

Use this page to search for and view interactions by selected search criteria. You cannot add or modify
interaction data on this page.

Search
Use this topic to define search criteria and perform searches. You can control the appearance and behavior
of the interaction search by using the PeopleSoft CRM search configuration utility.

See "Understanding the Configurable Search" (PeopleSoft CRM 9.2: Automation and Configuration
Tools).

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Note that not all search fields apply to all interaction types. For example, only interactions that are created
from a 360-Degree View page have a value in the Callback Date field.

Type Select a subinteraction type. The search locates interactions that

have the type of subinteraction that you select. Available values
depend on which PeopleSoft CRM products you have licensed.

Interactions
This section displays search results and lists all subinteractions (shown in the Type column), along with
their interactions.

Click the Edit This Interaction button to access the Interaction

page and view detailed information about the interaction.
A different interaction detail page appears for each type of
interaction.

Type Displays links to associated subinteractions. An interaction can

have more than one link. The link text is the subinteraction type
—for example, Case or Order.

Interactions Page
Use the Interactions page (RI_INTERACTION) to view interaction details, including a list of related
subinteractions and the complete text of any interaction note.

Navigation

• Click the Edit This Interaction button for an interaction that has no associated contact method on the
Interaction List page.

• Click the Edit This Interaction button for an interaction that has no associated contact method on any
360-Degree View page.

• Click the Edit This Interaction button for an interaction that has no associated contact method on the
Recent Interactions pagelet.

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Image: Interactions page

This example illustrates the fields and controls on the Interaction page.

Customer Information
Contact Displays the name of the person (company contact, consumer, or
worker) for whom you created the interaction.

Interaction Information
The fields in this group box are identical to the fields in the Log Interaction group box on the 360-Degree
View page.

See Understanding the 360-Degree View.

Interaction Category
This section is applicable to interactions that are created for chat, phone, and email communications. It
shows the category that was selected prior to closing the associated channel of communication.

For other interactions that are not associated with categories that are specific to multichannel
communications, the No Interaction Category message is displayed.

See "Chat Session Categorization" (PeopleSoft CRM 9.2: Multichannel Applications), "History: Actions
Taken Page" (PeopleSoft CRM 9.2: Multichannel Applications).

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Related Transactions
This grid lists any subinteractions (including notes) that are associated with the interaction.

Note: Your internal business processes determine whether users enter notes in the interaction itself or in
another transaction (such as a case or lead) that was the subject of the phone call.

Type Displays the type of subinteraction. Available values depend on

which PeopleSoft CRM products you have licensed.

Start Date & Time Displays the date and time that the subinteraction was created.

Comments Displays the full text of the note if the type is Note. For other
types of related transactions, this field is blank or it may contain
comments such as Added New Case or Multi-channel related
transaction.

Other Page Elements

Return to 360-Degree View Click this link to return to the 360-Degree View page. This link
appears only if you originally accessed the Interaction page
from the 360-Degree View page.

Return to Interaction List Click this link to return to the Interaction List page. This link
appears only if you originally accessed the Interaction page
from the Interaction List page.

Interactions - View Correspondence Page

Use the Interactions - View Correspondence page (RBC_RECPIENT_INQ) to view interaction details for
the correspondence request.

Navigation

• Click the link for an interaction that represents correspondence on the Interaction List page.

• Click the link for an interaction that represents correspondence on any 360-Degree View page.

• Click the link for an interaction that represents correspondence on the Recent Interactions pagelet.

The fields on this page are identical to the similarly named fields in the Correspondence Request page.

View Entire Correspondence Click to view the correspondence detail in the Correspondence
Request page.

See "Correspondence and Notifications" (PeopleSoft CRM 9.2: Automation and Configuration Tools).

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Chapter 18

Setting Up the 360-Degree View

Understanding 360-Degree View Setup

This topic provides an overview of 360-Degree views in PeopleSoft CRM and discusses:

• 360-degree view integrations.

• 360-degree view search pages.

• 360-degree view system data.

• 360-degree view setup process overview.

Related Links
Understanding Interactions
Understanding the 360-Degree View

360-Degree Views in PeopleSoft CRM

The PeopleSoft CRM 360-Degree View page enables you to manage actions and interactions for a
business object—a customer or contact of customer , site or contact of site, or worker. The 360-degree
view provides both an entry point for interactions with the business object and a central point from which
to add and search for transactions, such as agreement, installed product, defect, quote, order, case, lead,
opportunity, RMA (return material authorization) and service order.

More specifically, the 360-Degree View allows the agent to:

• Access related information concerning the business relationship with the customer or worker, such as
a customer's installed products and the agreement associated with each one.

• Create a supported transaction.

The agent can return to the 360-Degree View easily using the History field from the transaction.

• View the installed product hierarchy that pertains to the customer, contact, or worker.

• View and modify product registrations.

• Create a case or access a case from the context of the customer's or worker's related information, such
as a particular installed product or even from the agreement associated with that product.

• Navigate to a new case page with one object in context; for example, to transfer to a new case from
the context of a customer's installed product.

• Quickly perform an action without transferring to other objects, for example, creating a service order
for an installed object in the background.

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• Quickly verify and change first name, last name, email address, and phone number.

• View certain HR-specific information in the Job and Position Summary, Pay Summary and Benefits
topics from the Human Resources Help Desk (HRHD) 360-Degree View.

See PeopleSoft Call Center Applications

The 360-Degree views that are available in PeopleSoft CRM are:

• Customer 360-Degree view.

• Worker 360-Degree view.

• Human Resources Help Desk (HRHD) 360-Degree view.

• Constituent 360-Degree view for Higher Education.

Role-specific data for a business object appears on the 360-degree view pages. The user can select a
different business object role to have a different set of data appear, or search data based on date ranges
that are specific to roles. Note that different 360-degree views exist for workers and customers: if an
individual is both a worker and an individual consumer in your system, use the 360-degree view for the
desired role to view that person's information. The worker role does not appear on the customer version
and the consumer role does not appear on the worker version.

360-Degree View Trees

The 360-degree view pages represent, in tree format, the business activities between the organization
(through an agent) and a customer or worker. You can build trees from the highest level of the hierarchy
(root node) to the lowest level of the hierarchy. Tree terminology is derived from the concept of a family
tree. The root node is the parent, and nodes that report to it are its children. Nodes that have the same
parent are called siblings. These terms refer to the relationship between nodes and are not permanent
attributes of the nodes themselves. A single node can be a parent, child, and sibling all at the same time.

A tree node in the 360-Degree View tree has three parts: the node Button, the node name, and a node
description. The name and description vary depending on the type of interaction. When defining the tree,
you can specify an add, view all, and search node for a particular node of the tree.

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Image: Example, 360-Degree View activity tree

This example illustrates the fields and controls on the Example, 360-Degree View activity tree.

In the sample data, PeopleSoft CRM delivers trees specific to these CRM applications:

• Support

• Field Service

• Sales

• Marketing

• Order Capture

• HelpDesk

• Higher Education (including versions for Support case, IT case, and Blended Case)

• Human Resources HelpDesk

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Interactions
An interaction is the sum of the events that take place when a customer contacts you. It might consist of
several subinteractions.

An interaction is created:

• When you click a node that is subinteraction-enabled in the 360-Degree View tree to view or change
the existing transaction.

• When you perform a transaction that is subinteraction-enabled by clicking the Go button next to the
Actions drop-down field on the 360-Degree View or by clicking a link in the dynamic grid.

• When you enter comments in the Note text box that appears in the Log Interaction page region and
click the Save button on the 360-Degree View.

• When the 360-Degree View page appears through computer telephony integration, the system creates
an interaction automatically for the phone conversation.

Subinteractions
A subinteraction is an event in an interaction.

You can configure the creation of subinteractions to meet business needs. Using the Configure Role page,
you can specify whether or not to capture a transaction that you initiate from the 360-degree view as a
subinteraction of a node. Note that by design, not all nodes and transactions can create subinteractions.

An interaction may contain multiple subinteractions. For example, a call with a customer may
involve updating a case, adding a service order, and sending a note about the customer. All of these
subinteractions are logged under the same interaction.

Interaction Nodes
This figure shows how interactions and subinteractions are represented in the 360-Degree View tree:

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Image: Interaction Node

This example illustrates the fields and controls on the Interaction Node.

In this example, the interaction details appear in the Dynamic grid.

Actions
The 360-Degree View page that PeopleSoft delivers enables you to view or perform actions on behalf of
the customer, worker, or company. The actions that you can perform appear in the Actions drop-down list
on the upper right corner of the 360-Degree View page and in a similar drop-down list below the dynamic
grid to the right of the Activities tree.

Actions that you can perform in the 360-Degree View include adding a case, lead, sales opportunity,
sales order or quote, service order, agreement, RMA, product registration, defect, installed product and
installed bundle. You can modify this set of actions using PeopleSoft CRM setup pages.

You can also perform actions on these objects from the 360-Degree View while passing on related
information, or context. Examples of context-endowed actions are the creation of a new case for the
customer's installed product. The product would be listed in the Activities tree.

Action Categories
The action category specifies the method that performs the action that it is associated with. Because
the action category is based on a method, it enables the action to pass contextual information while
performing the action. Not only can you associate business unit and setID to the action performed, you
can also pass the contents of a data record. This additional context enables you to carry product-related
data forward into the underlying transaction required to serve the customer or worker. For example, you
might configure an Add Case action category that identifies a customer's installed product and agreement
on the new case.

The action category also defines the structure of confirmation information returned by the action that does
not transfer to other components for performing the actions.

Setup involves:

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Setting Up the 360-Degree View Chapter 18

• Specifying whether the action category is based on Business Unit, SetID or neither.

• Designating a record that returns the additional context, such as set control value or a Quick Code,
which can be passed to the method.

• Specifying a component name and the market for Display Template. This information is useful for
Actions that use Display Template.

• Defining the contents of a Confirmation message for those actions that are performed in the
background.

Dynamic Grid
The Dynamic grid displays details of a transaction that the agent selects in the Activities tree. It is located
to the right of the Activities tree. The information displayed in the grid is configurable. You can also
associate actions with the Dynamic grid, which appear in a drop-down list below it. To initiate an action,
the agent selects the desired row on the grid and then selects the desired action from the drop-down list.

You can configure the Dynamic grid to display a secondary level.

Details displayed on the secondary grid are related to one of the primary grid objects. For example, you
may want to display the cases entered against an installed product.

The 360-Degree View also lets you configure actions that can be performed on an object from the primary
grid, enabling the agent to, for example, select an Installed Product and an Agreement and create a new
case referencing these objects.

Note: For performance reasons, a maximum of 100 entries will be retrieved for display in the Dynamic
Grid (even if more than that number of entries exist for the corresponding node selected from the
Activities tree).

360-Degree View Integrations

360-Degree Views provide integration through EIPs to PeopleSoft Supply Chain Management (SCM)
Financials, Campus Solutions, and Human Capital Management (HCM), as well as to Oracle E-Business
Human Capital Management (E-Business HCM). Because E-Business HCM must run on an Oracle
database, integration to this application is only available when your application utilizes an Oracle
database.

When you define tree nodes, you can specify enterprise integration points (EIPs) that return data from
other PeopleSoft or third-party systems. This gives you the flexibility to include any type of information
in the system in the 360-Degree View tree. EIPs are predefined; use them to request information from,
for example, PeopleSoft SCM Financials for invoice and payment information that is associated with a
customer.

You can click a receivables transaction to view the detail in PeopleSoft SCM Financials.

Note: You must enable single sign on before you can transfer from PeopleSoft CRM to PeopleSoft SCM
Financials or HCM, or to E-Business HCM.

See PeopleTools: Security Administration product documentation.

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360-Degree View System Data

PeopleSoft CRM delivers predefined data for the 360-Degree View; including nodes, grid definitions,
action categories, and transaction groups that are associated with nodes. You can set up 360-degree view
trees that use this predefined system data. You set up additional information only if you need to change
defaults. Actions are provided as sample data.

360-Degree View Setup Process

When you install PeopleSoft CRM, most of the necessary information is in place for you to set up the
360-degree view tree. PeopleSoft CRM delivers predefined data for the 360-degree view; including
nodes, action categories, transaction groups that are associated with nodes, and grid definitions. You can
set up 360-degree view trees that use this predefined system data. Set up additional information only if
you need to change defaults.

To examine the predefined data, access the page where you set up that data by following the link in each
step in the process below and search with no search criteria entered. The system displays a list of the
predefined data that you can browse.

The general process for setting up the 360-Degree View is as follows:

1. Determine the actions that you want to be available from the 360-Degree View and whether you want
them to pass context data when they are executed.

If so, use the Action Category page to create a category that passes the data from the appropriate
records. Then use the Action Definition page to associate the action with an Action Category.

See Configuring Actions and Transactions for the 360-Degree View.

2. Use the Transaction Group page to select the transactions that appear on the 360-Degree View,
depending on the customer's role.

When configuring a role for the 360-Degree View, you specify which transaction group should apply
to that role.

See Transaction Group Page.

3. Use the Dynamic Grid page to define a dynamic grid that lists important information from the
transactions that are associated with each activity node.

Optionally, associate an action to the grid. This will cause the display of an Action drop-down list for
creating transactions associated with objects in the dynamic grid.

See Dynamic Grid Page.

4. Use the Define Node page to define tree nodes that you can use to configure the 360-Degree View
tree. Associate a dynamic grid with the node.

When defining nodes, specify the node action and the type of node—placeholder, view, application
class, or EIP.

See Define Node Page.

5. Use the Set Up Tree page to set up the 360-Degree View tree.

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When setting up the tree, you specify the tree structure, the images that appear in the tree, its size on
the page, and what transaction should appear for each node on it.

See Set Up Tree Page.

6. Use the Set Up Profile page to set up the Profile group box that appears on the 360-Degree View.

When setting up the profile, you can define the fields and buttons (as well as the buttons' actions) that
appear in the Profile group box.

See Set Up Profile Page.

7. Use the Configure Role page to configure a PeopleTools role that is used to access the 360-Degree
View.

When configuring a role, specify the tree, transaction group, and profile that you want to associate
with this role. Plus, determine whether you want to capture subinteractions for the transactions that
are associated with the transaction group and the nodes in the tree.

See Configure Role Page.

8. (Optional) If you are implementing the PeopleSoft CRM Government applications, use the User Links
page to define user links that appear on the search page that accesses the 360-Degree View.

See User Links Page.

9. Use the 360 Degree Search Preferences - 360 Degree View Search Preferences page to specify the
search page that you want to use to access the 360-Degree View.

See Search Preferences Page.

Configuring Actions and Transactions for the 360-Degree View

To configure transactions for the 360-degree view, use the Define Action (RB_TD_ACT_DFN), Define
Action Category (RB_TD_ACT_CAT) and Define Transaction Group (RB_TD_TRANS_SETUP)
components.

This topic provides an overview of transactions in the 360-Degree View.

Pages Used to Configure Actions and Transactions for the 360-Degree View
Page Name Definition Name Usage

Action Category Page RB_TD_ACT_CAT Create an action category for populating

the Action drop down list.

Action Definition Page RB_TD_ACT_DFN Assign actions to Action Categories.

Related Dynamic Grid Page RB_TD_DYNGRD_SUM View the dynamic grids with which an
action is associated.

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Page Name Definition Name Usage

Related Transaction Group Page RB_TD_ACT_DFN View the related group grids with which
an action is associated.

Transaction Group Page RB_TD_TRANS_SETUP Set up transaction groups and assign

actions to them.

Copy Transaction Group As Page RB_TD_TRANS_CLONE Clone an existing transaction group.

Cloning an existing transaction group
makes a copy of it.

Understanding Actions and Transactions

The 360-Degree View page that PeopleSoft delivers enables you to view or perform transactions on
behalf of the customer or company. The transactions that you can perform appear in the Action drop-
down box on the upper right corner of the 360-Degree View page.

When you create a transaction, you also create an object in the system. Transactions that you can create in
the 360-Degree View include case, lead, sales opportunity, sales order or quote, service order, agreement,
RMA, product registration, defect, and installed product. You can modify this set of transactions by using
PeopleSoft CRM setup pages.

Actions are the tasks that create the transactions. You must associate actions to a Transaction Group when
configuring a transaction.

Action Category Page

Use the Action Category page (RB_TD_ACT_CAT) to create an action category for populating the
Action drop down list.

Navigation

Set Up CRM >Common Definitions >360-Degree View >Define Action Category >Action Category

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Image: Action Category page (1 of 3)

This example illustrates the fields and controls on the Action Category page (1 of 3).

Image: Action Category page (2 of 3)

This example illustrates the fields and controls on the Action Category page (2 of 3).

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Chapter 18 Setting Up the 360-Degree View

Image: Action Category page (3 of 3)

This example illustrates the fields and controls on the Action Category page (3 of 3).

Action Category
This section defines the method that will be invoked by the actions that are associated with this Action
Category. It can be a Component transfer or a Portal reference or an Application Class. Action Category
that requires additional context to be passed must always have an Application Class. For example, passing
Quick Codes in addition to Display Template information for creating a Case.

Status Defines the Action Category status; either Active or Inactive.

Only action categories that are active appear in the Action drop
down.

Subinteraction Select a subinteraction to correspond to the Action Category.

The subinteraction appears on the Subinteraction list of the
associated interaction, if any.

Transfer Type
Transfer Select to transfer to another PeopleSoft CRM component and
page. If you select Transfer, use the Component Navigation and
Component Market fields to select the transaction to transfer to.

Transfer Mode Select the mode in which to open this page for the transaction.
Values are Add, Correction, and Update/Display.

Market Select the desired market associated with the component to

which the system transfers. A component is uniquely identified

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by its name and its market association. You can add records for
each market.

Navigation Select the Navigation Path to the desired component page.

See "Defining Component Transfer Navigation" (PeopleSoft

CRM 9.2: Business Object Management).

Portal Content Reference Select to transfer to a PeopleSoft CRM portal page that you
define. If you select Portal Content Reference, use the Portal
Name and Portal Object Name fields to select the destination
portal page.

Application Class Select Application Class to specify a PeopleCode application

class to control the transfer. You can click the Package Tree
Viewer link to search for application classes.

See "Understanding Application Classes and Packages"

(PeopleSoft CRM 9.2: Automation and Configuration Tools).

Options
Use the Options fields to specify data retrieval information and additional context for the category's
actions as well as display options. The Display Template fields determine the display template for the
component that the action transfers to (if applicable).

Set Control Option Select Business Unit, Set ID or None to specify the basis for
tableset sharing for the action category. The default value is
None. This is a required field.

Category Record Select the category record that returns the additional context to
be passed to the method, such as the set control value or Quick
Code.

Set Control Field Select the name of the set control field that appears in the
Category Record. Available fields are determined by the
Category Record selected.

Category Field Select the category identifier field to appear in the Category
Record. Available fields are determined by the Category Record
selected.

Description Field Select the description field that displays the desired text
description of the action category when it is presented for
selection during setup tasks. Available fields are determined by
the category record selected.

Display Template If the action requires a display template, select a component or a

market, or a component and a market, to determine the display
template to be used by the action.

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Confirmation Details
Some actions transfer the system to another component. This would be typical if the user selected the Add
Service Order action that requires further data entry on the Service Order page before it can be submitted.
It is evident that the action was completed successfully when the 360-Degree View is replaced by the
page of the component used in the action. Use the fields in the Confirmation Details group to specify how
the system responds when an action that does not transfer the user to another component is completed.

In a confirmation, you can specify:

• Text message

The text message is shown in the figure as the single line, “Case was successfully created.”

• Action details

Action details are the information that appears in the white panel. They are the fields defined in the
Category Record. In the figure, this is the Case Number, Problem Summary, and Status fields. You
can specify up to three fields.

The links are the bottom of the confirmation are not configurable.

In the page examples in this topic, in which the action creates a case in the background using Quick Code,
the confirmation includes a text message, the case number and summary, and a link to the case. Note that
the Transfer option is not selected, as transfer is defined by the Quick Code.

Note: Before you can configure a confirmation, there must be a record in the database for storing the
transaction's runtime information (the Detail Record). Records are created in Application Designer.

See PeopleTools: Application Designer Developer's Guide product documentation.

Catalog Number and Message Select the Catalog Number and Message number to display the
Number desired text on the confirmation message.

Detail Record Select the record that defines the structure of the confirmation
message. You can display a maximum of three fields.

Key Fields
Specify search criteria for retrieving data from the Category Record. Define additional keys using the Add
mode.

Field Name Select the name of a key field from those available for the
Category Record.

Sequence Specify the order of the key field in the search sequence.

Display Fields
Use Display Fields options to specify the fields containing the information in the Detail Record that you
want to appear on the confirmation.

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Field Name Select the name of the field whose values you want to appear
in the confirmation detail (white panel). Available fields are
determined by the Detail Record selected.

Display Type Select one of the following to indicate how the field name value
is to be displayed on the confirmation:

• Hyperlink

Select Hyperlink to enable the user to initiate the transfer by

clicking on the field value text.

• Long Translate

Not supported. This option is for the display of a string

that contains the Long translate (XLAT) value of the field,
provided the field is based on a translate table.

• Others

Select this option to display the value as a read-only.

• PushButton

Not supported. Select to make this field appear as a button

that initiates the transfer.

• Related Display

Not supported. This option is for display of a custom

element.

• Short Translate

Not supported. This option is for the display of a string

that contains the Short translate (XLAT) value of the field,
provided the field is based on a translate table.

Field Label ID If you want the field to be displayed by its label, select Field
Label ID.

Label Type If you selected Field Label ID, specify whether to display the
Long Name or Short Name for the field label.

Sequence Enter 1, 2, or 3 to indicate the position of the text field in

relation to the other text fields.

Description The text description specified for the Display Field. It is not
editable here.

Field Change Event

This section appears if you select Hyperlink as the Display Type.

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Transfer Select to transfer to another PeopleSoft CRM component and

page.

Navigation Select the navigation path to the desired component page.

See "Defining Component Transfer Navigation" (PeopleSoft

CRM 9.2: Business Object Management).

Market Select the desired market associated with the component being
transferred to. A component is uniquely identified by its name
and its market association. You can add records for each market.

Action Select the mode in which to open the component page being
transferred to. Values are Add, Correction, and Update/Display.

Portal Content Reference Select to transfer to a PeopleSoft CRM portal page that you
define. If you select Portal Content Reference, use the Portal
Name and Portal Object Name fields to select the destination
portal page.

Application Class Select to launch an application class that controls the transfer.
You can click the Package Tree Viewer link to search for
application classes.

Copy Click to clone the Action Category. Any changes you made to
the original action category are then saved, and the Copy Action
Category page appears. The page contains a prompt for a new
action category ID. Clicking the OK button creates the cloned
action category and gives it the name of the original Action
Category with the prefix Copy of.

Action Definition Page

Use the Action Definition page (RB_TD_ACT_DFN) to assign actions to Action Categories.

Navigation

Set Up CRM >Common Definitions >360-Degree View >Define Action >Action Definition

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Image: Action Definition page

This example illustrates the fields and controls on the Action Definition page.

Action Name Enter the name that you want to appear in the Actions drop
down list.

Action Category Select an action category to associate the action with. You must
associate an action with an action category so that it appears on
the Actions drop down list.

Display Template ID Select a display template to be used for the action. This field is
hidden if the component for display template is not defined in
the action category.

Set Control Value Select a set control value. This field is hidden if the Set Control
option in the Action Category field is set to None.

Category Value Select a category value. Available category values are

determined by the selected set control value.

Related Dynamic Grid Page

Use the Related Dynamic Grid page (RB_TD_DYNGRD_SUM) to view the dynamic grids with which an
action is associated.

Navigation

Set Up CRM >Common Definitions >360-Degree View > Define Action >Related Dynamic Grid

Dynamic Grid Page

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Related Transaction Group Page

Use the Related Transaction Group page (RB_TD_ACT_DFN) to view the transaction grids with which
an action is associated.

Navigation

Set Up CRM >Common Definitions >360-Degree View > Define Action >Related Transaction Group

Transaction Group Page

Transaction Group Page

Use the Transaction Group page (RB_TD_TRANS_SETUP) to set up transaction groups and assign
actions to them.

Navigation

Set Up CRM > Common Definitions > 360-Degree View > Define Transaction Group > Transaction
Group

Image: Transaction Group page

This example illustrates the fields and controls on the Transaction Group page.

Transaction Name (transaction group The transaction group is the set of transactions that is available
name) in the 360-Degree View.

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Related Actions
Order Specifies the order in which the Actions will be displayed in the
drop-down.

Action Name Select an action from the list of those that are available.

You can insert a separator action to indicate actions that do not

transfer the agent to another page. At run time, the separator
action appears as a dotted line in the drop down list. For
example, the system supplies a separator action in the Support
Transaction Group. The sample action Add Case - Contact
Updated will be added below this separator action.

Note the dotted line entry {– – – – – – – – }. This is not an

action but a text separator for the run time drop down list. As
delivered, the separator divides the actions that transfer the
agent to another component—the first group of actions—from
those that don't. If you want to preserve this distinction, place
new actions above or below the separator as appropriate. You
can't delete the separator, and at run time, the user can't select it.

Disable for Inactive BO Select to disable actions for business objects that are specified as
Inactive on the page. A worker who is no longer employed is an
example of an inactive object.

Default Specifies the default actions for the drop-down.

Status Specifies whether the action is Active or Inactive. The default is

Active. Only active actions are displayed in the drop-down list
box.

Add Action Click to append a new action row to the list of related actions.

Setting Up the 360-Degree View Tree

To set up the 360-Degree View Tree, use the Define Node (RB_TD_NODE), Set Up Tree
(RB_TD_TREE_DEFN), and Define Dynamic Grid (RB_TD_DYNGRD) components.

This topic lists prerequisites and discusses how to set up the 360–degree view tree.

Pages Used to Set Up the 360-Degree View Tree

Page Name Definition Name Usage

Define Node Page RB_TD_NODE Define nodes that you can use to
configure the 360-Degree View Tree.

Related Trees Page RB_TD_NDE_RELTOTRE View and access tree names that are
related to the 360-Degree View node.

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Page Name Definition Name Usage

Dynamic Grid Page RB_TD_DYNGRD_PG Define search criteria to associate to a

node and component transfers for the
grid.

Application Packages Lookup Page RB_APPLPKG_PG1 Search for and view the available
application packages or classes that
PeopleSoft CRM provides.

Set Up Tree Page RB_TD_TREE_DEFN Define the tree configuration (images

that appear in the tree, image size, page
size, and date filter).

Tree Node Page RD_TD_TREE_NDE Define the parent and child relationship
of the tree nodes.

Test Your Tree Page RB_TD_TREE_TEST Test the 360-Degree View tree to ensure
that you configured it correctly.

Copy Tree As Page RB_TD_TREE_CLONE Copy an existing tree.

Define Node Page

Use the Define Node page (RB_TD_NODE) to define nodes that you can use to configure the 360-Degree
View Tree.

Navigation

Set Up CRM > Common Definitions > 360-Degree View > Define Node > Define Node

Image: Define Node page (1 of 3)

This example illustrates the fields and controls on the Define Node page (1 of 3).

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Setting Up the 360-Degree View Chapter 18

Image: Define Node page (2 of 3)

This example illustrates the fields and controls on the Define Node page (2 of 3).

Image: Define Node page (3 of 3)

This example illustrates the fields and controls on the Define Node page (3 of 3).

SubInteraction Select a subinteraction that corresponds to the transaction that is

associated with the tree node.

Root Node Select if the node that you are defining is the root node.

Node Action
For each tree node, specify the node action. Node actions are:

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Transfer Transfers the user to a PeopleSoft CRM component and page

that you define.

If you select Transfer, use the Navigation, Market, and Action

Mode fields to select where you want the transaction to transfer.

Define the transfer fields using the Component Navigation

component.

See "Defining Component Transfer Navigation" (PeopleSoft

CRM 9.2: Business Object Management).

Market Specify the name of the market with which the component is
associated. A component is uniquely identified by its name and
its market association. You can add records for each market,
thus adding context to the node information.

Action Mode Select the mode in which to open this page for the transaction.
Values are Add, Correction, Update, and Update/Display All.

Portal Content Reference Select to transfer to a PeopleSoft CRM portal page that you
define.

If you select Portal Content Reference, use the Portal Name and
Portal Object Name fields to select the portal page to which you
want to transfer.

Application Class Select to call a PeopleSoft CRM application class.

If you select Application Class, use the Class ID, Class Path,
and Method Name fields to enter the application class that you
want the system to call.

Package Tree Viewer Click to search for and view the available application packages
that PeopleSoft CRM provides. When you click this link, the
Application Packages Lookup page appears. The information
that you select on this page appears on the Define Node page
after you click OK.

Dynamic Grid Click to associate a dynamic grid to the node.

Grid ID and Related Grid ID Defines the name of the primary grid and its related secondary
grid. Prompts display the available Dynamic grids.

If you have specified a Related Grid, you must select values in

the fields under the No Context Selected Message, No Related
Rows Found Message, and Search Fields for Related Grid
sections.

No Context Selected Message Select a message to display in the secondary grid when no rows
are selected from the Dynamic grid.

No Related Rows Found Message Select a message to display in the secondary grid when no rows
are found for the selected row in the Dynamic grid. Select a
message from the Message Catalog.

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Search Fields for Related Grid Click the Add Search Field button to create a grid list of the
search fields that are common to the primary and secondary
grids that must be used to retrieve data in secondary grid. You
must specify these fields if you have a related grid.

None Indicates that no action is associated with the node.

Node Type
The fields in this section enable you to define the node type.

Placeholder and Placeholder Type Select to indicate that this node is represented as a placeholder
on the 360-Degree View tree.

Specify the placeholder type. Values are:

• Add Node

Select to have the tree node represent an add node.

• Folder

Select to indicate that the tree node is a placeholder that is

represented by a folder.

• Search Node

Select to have the tree node represent a search node.

• View All

Select to have the tree node represent a view all node. This
applies only to the dynamic grid action on the node.

Disable for Inactive BO (disable for Select to prevent the action from being performed on business
inactive business object) objects that are inactive.

View Select to define the information that appears in this node, then
provide values for the following fields.

View Name Enter the view name that is associated with this node.

Key Field 1 and Key Field 2 Enter key fields for the view.

Note: These fields must appear as the first part of the key
structure: RB_TD_360_SBR. Additionally, the view should
include the RB_TD_360P_SBR and RB_AUDIT_SBR
subrecords in any order.

Fields to Display Indicate the fields that appear and the order in which the fields
appear.

When appearing under the node of the 360-Degree View tree,

view information is divided into two sections. The first section
can contain 20 characters, and the second can contain 30

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characters. Specify which fields you want to appear in which

sections, and in what order. Also, you can specify how the
information is sorted.

The two sections are separated by a hyphen. If two or more

fields appear in one section, those field values are separated
by a colon. For example, under an Orders node, you might
see this information coming from a view: 2002-09-20 -
Pending:d0e5061fcc. In this case, the capture date is defined for
the first section, and the status code and capture ID is defined
for the second section.

Sequence Enter a number in sequence. This number defines the order in

which the fields appear in the different sections for the node.

Display Select to have this field appear for the node on the customer
360-Degree View tree.

Display In Select the section in which to display this field. Values are First,
Second, and No Display.

Display Length Enter the length of the field.

Display Value Select the value that appears for this field. Values are: Long
Translate, Related Display, Short Translate, and Value.

If you select Related Display, use the Use SetID, Record Name,
and Column Name fields on the Related Field Details tab to
select the related field details. One of the fields of the record
entered should include the selected field in the node view. If the
value selected is based on setID, the node view should have a
key field 2 of SETID or BUSINESS_UNIT.

Order By Details Select for the fields by which you want to sort the information.
Then use the Order Sequence field to select how you want to
sort the information. Values are Ascending and Descending.

EIP - (Synchronous) Select to indicate that the information that appears in this node
is gathered from a PeopleSoft EIP.

If you select this option, you must specify the EIP information
and define how the information is to appear on the 360-Degree
View tree.

Class ID, Class Path, and Method Enter the application class information for this EIP. The method
Name that your assign here is used to create the request message and
populate the node with the requested information.

Request Message Enter the application request message for this EIP.

Response Message, Key Field 1, and Enter the response application message for the EIP and its keys.
Key Field 2

PeopleCode Select to indicate that the information that appears in this node
is gathered from executing PeopleCode

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If you select this option, you must specify the application class
ID and method name.

Class ID, Class Path Like, and Enter the application class information for the PeopleCode class.
Method Name

Record Name Enter the record name that contains the data.

Key Field 1 and Key Field 2 Enter the key fields for the record name.

Fields to Display The group boxes for EIPs and PeopleCode is the same as the
Fields to Display group box for Views. Use these fields to
control how the information appears under the node of the 360-
Degree View tree that is associated with an EIP.

Related Trees Page

Use the Related Trees page (RB_TD_NDE_RELTOTRE) to view and access tree names that are related to
the 360-Degree View node.

Navigation

Set Up CRM > Common Definitions > 360-Degree View > Define Node > Related Trees

Image: Related Trees page

This example illustrates the fields and controls on the Related Trees page.

Use this page to view and access the trees that are related to the node being set up for the 360-Degree
View. Click the link under the Tree Name field to access the Set Up Tree page.

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Set Up Tree Page

Use the Set Up Tree page (RB_TD_TREE_DEFN) to define the tree configuration (images that appear in
the tree, image size, page size, and date filter).

Navigation

Set Up CRM > Common Definitions > 360-Degree View > Set Up Tree > Set Up Tree

Image: Set Up Tree page

This example illustrates the fields and controls on the Set Up Tree page.

Market Select the market with which to associate the tree.

Default Tree Select to make this tree the default tree for the market selected
above on the 360-Degree View. Select this check box to make
this tree the default tree for the market selected above. This tree
will then appear on the 360-Degree Views that are associated
with this market. If you do not make this tree the default, the
user might not be able to see any tree in the Activities section.

Tree Configuration
Expanded Image, Leaf Image Name, Enter the images that appear on the tree. The image appears in
End Node Image, and Collapsed the Image Preview half of the group box. Default leaf image of
Image the node is blank.

Image Height and Image Width Enter the size of the image that appears on the tree. The default
size is 16 by 16.

Display Levels Enter the number of levels up to which the 360-Degree View
tree is configurable.

Page Size Enter the page size for the 360-Degree View tree. This is the
size of the HTML area where the 360-Degree View tree appears
on the 360-Degree View.

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Date Filter Select the filter for the tree. Values are:

• 1 - Today

• 2 - Yesterday

• 3 - Last Week

• 4 - Last 2 Weeks

• 5 - Last Month

• 6 - Last Year

• 7 - View All

Note: All date filters include the values for today. For example,
select 2 - Yesterday to show information that is related to today
and yesterday.

Max. Date Filter (maximum date Select the maximum date filter, which is used as a restriction
filter) against the date field that the user actually enters.

The system always looks at this filter when determining

the information that appears on the 360-Degree View tree,
regardless of what the user specifies in their date personalization
settings.

If this filter is not set, and if you select View All in the date
personalization on the 360-Degree View, and if you select
Enable Filtering on Date Range, then the system populates the
start date with 01/01/1900 on the 360-Degree View.

Filter Dates By Select either Creation Date to filter dates by the entity's creation
date or Last Modified Date to filter dates by the entity's last
modification date.

Callback Interaction Select how the system should set the status of an interaction
when a user clicks the Finish Interaction button. Values are Set
Status to Complete and Do not Set Status to Complete

Footnote Icon Select an alternate symbol to indicate a footnote in the 360-

Degree View. The system defaults this field to the dagger
symbol. As an alternative symbol, you can select two asterisks
(**). The footnote itself appears next to a node and indicates
that the date filter is not applied to the node data.

Tree Node Page

Use the Tree Node page (RD_TD_TREE_NDE) to define the parent and child relationship of the tree
nodes.

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Navigation

Set Up CRM > Common Definitions > 360-Degree View > Set Up Tree > Tree Node

Image: Tree Node page

This example illustrates the fields and controls on the Tree Node page.

Tree Node Select the child node for the 360-Degree View tree.

Parent Node Select the parent node under which this child node appears in
the 360-Degree View tree.

Status Select the tree node's status, either Active or Inactive. Only
active nodes appear on the tree.

Sequence Enter the order in which the child nodes appear on the tree. The
sequencing is from low to high.

Node Parameters
Leaf Image Select the image for the leaf. The image appears next to the
field. If you leave this field blank, the system uses the default
tree leaf image.

Display and Fetch Enter the maximum number of rows that initially appear under
the expanded node in the 360-Degree View Tree located in the
Activities section of the page. Then enter the maximum number
of rows to fetch, or retrieve, from the database and to display
under the node when the user clicks View All on that tree node.

The Display option is only valid for the View and EIP node
types. If the field is blank for either of these node types, the
system uses a default value of 5. Values in this field are ignored
for other node types.

The Fetch option is only valid for the View and Peoplecode
node types. If the field is blank for either of these node types,

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the system uses a default value of 1000. Values in this field are
ignored for other node types.

Note: The Display and Fetch options do not apply to the

Dynamic Grid node action, and they do not influence or control
the number of rows generated in the dynamic grid.

Display Folder as Select whether you want the node to appear as a folder or a leaf.

Expand Select to expand the nodes on the tree when the tree initially
appears on the 360-Degree View.

Hide Node if No Children Select to hide the node if there are no values. For example, if
the customer has no cases, the Case node does not appear on the
tree.

Apply Date Filter Select to apply a date range to the activities for the given node.
This is selected by default. If cleared, the date range criteria
does not apply to that node.

Test Your Tree Page

Use the Test Your Tree page (RB_TD_TREE_TEST) to test the 360-Degree View tree to ensure that you
configured it correctly.

Navigation

Set Up CRM > Common Definitions > 360-Degree View > Set Up Tree > Test Your Tree

Image: Test Your Tree page

This example illustrates the fields and controls on the Test Your Tree page.

To test a tree:

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Chapter 18 Setting Up the 360-Degree View

1. Enter data into one or more of the fields in the Test Tree page region.

2. Click the Test Tree button.

The system verifies the tree configuration and a preview of the tree appears in the Activities group
box.

Application Packages Lookup Page

Use the Application Packages Lookup page (RB_APPLPKG_PG1) to search for and view the available
application packages or classes that PeopleSoft CRM provides.

Navigation

Click the Package Tree Viewer link on the Define Node page.

Image: Application Packages Lookup page

This example illustrates the fields and controls on the Application Packages Lookup page.

Click any tree node to select the application class, then click OK. The system returns the information to
the page from which you transferred.

Filters For Lookup

Select either Class or Class Path in the Search By field and enter either an application class ID or
application class path.

Application Class Tree

The tree for the application class appears in this portion of the page.

Related Links
"Understanding Application Classes and Packages" (PeopleSoft CRM 9.2: Automation and Configuration
Tools)

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Configuring the 360-Degree View

To configure the 360–Degree View, use the Set Up Profile (RB_TD_PROF_SET) and Configure Role
(RB_TD_ROLE_TREE) components.

This topic discusses how to configure the 360–Degree View.

Pages Used to Configure the 360-Degree View

Page Name Definition Name Usage

Set Up Profile Page RB_TD_PROF_SETUP Define a profile that appears on the 360-
Degree View.

Configure Role Page RB_TD_ROLE_TREE Configure tree information for a role.

Transaction Sub-Interactions Page RB_TD_SUB_TRANS Define the transactions for which to

capture subinteractions.

Node Sub-Interactions Page RB_TD_SUB_NODE Define the nodes for which to capture
subinteractions.

Dynamic Grid Page RB_TD_DYNGRD_PG Define the grid on which transaction

information appears.

Action Category Page RB_TD_ACT_CAT Define categories in which to group

actions to display on the Action drop
down.

Related Actions Page RB_TD_DYNGRD_ACT Relate actions to dynamic grids.

Set Up Profile Page

Use the Set Up Profile page (RB_TD_PROF_SETUP) to define a profile that appears on the 360-Degree
View.

Navigation

Set Up CRM > Common Definitions > 360-Degree View > Set Up Profile > Set Up Profile

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Image: Set Up Profile page (1 of 2)

This example illustrates the fields and controls on the Set Up Profile page (1 of 2).

Image: Set Up Profile page (2 of 2)

This example illustrates the fields and controls on the Set Up Profile page (2 of 2).

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Setting Up the 360-Degree View Chapter 18

Column Layout Select the column layout for profile display.

Profile Type Select Customer Profile, Financial Profile, or Other. This field
controls the information that is available for inclusion in profile
data.

Application Class Path

Package Tree Viewer Click to search for and view all of the application packages that
PeopleSoft CRM provides.

See Application Packages Lookup Page.

Description
Market Specify the market with which to associate this profile. A
component is uniquely identified by its name and its market
association.

Default Select to set this profile as the default profile for this market.

Profile Fields to Display

Use the Add icon (+) to define multiple fields for the profile section.

Record and Field Name Enter the record and field name that you want to appear in the
360-Degree View Profile group box.

Editable Select the Editable check box to allow an agent to update the
field's value.

Note: In this release, you can apply the Editable feature only to
these fields: FIRST_NAME, LAST_NAME, EMAIL_ADDR,
ADDRESS_PHONE, and EXTENSION. Also, profile fields
for PeopleSoft HelpDesk for Human Resources are not editable
because the profile information resides in the HR database.

Label ID Enter the label ID for this field in the Profile group box.

Label Type Select whether you want the Long Name or Short Nameto
appear for this field in the Profile group box.

Method Name Enter the name of the method that fetches the data from the
record that you have specified. This method comes from the
application class defined Application class path section.

Display Row Enter a number to indicate the fields horizontal placement in the
Profile group box relative to the other fields. Be sure that you
take into account the number of Display columns when you plan
the layout of the fields in the Profile group box.

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Display Column Select First Column (left side) or Second Column (right side) to
indicate the field's vertical placement.

Note: If you want to move the Address field from the default
first column to the second column, additional code change is
required.

First Button Details and Second Button Details

Use the fields in these sections to define the buttons in the 360-Degree View Profile group box. You can
use these two to add any drill down actions like transferring to a transaction or opening a 360-Degree
View page for the parent business object.

You can specify one, two, or no buttons. If there are any editable fields in the profile, the system
automatically displays the Apply Changes button.

Class ID, Class Path, and Method Enter information to locate and identify the method that is
Name executed when a user clicks the first or second button in the
360-Degree View row.

Image Name Select a button image from the lookup list.

Display Image Select to enable the button's display.

Image Tool Tip Select an appropriate label for the popup tool tip.

Configure Role Page

Use the Configure Role page (RB_TD_ROLE_TREE) to configure tree information for a role.

Navigation

Set Up CRM > Common Definitions > 360-Degree View > Configure Role > Configure Role

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Setting Up the 360-Degree View Chapter 18

Image: Configure Role page

This example illustrates the fields and controls on the Configure Role page.

Role Name Select a PeopleTools role.

Transaction Name Select the transaction group that you want to associate with this
PeopleTools role.

See Transaction Group Page.

Tree Name Enter the tree that you want to associate with this PeopleTools
role.

See Set Up Tree Page.

Profile Enter the profile that you want to associate with this
PeopleTools role.

These profiles are available as system data:

• CORE (Core Profile).

• EBSHR (HR Help Desk Profile for E-Business HCM).

• HE (Higher Education Profile).

• HRHD (HR Help Desk Profile).

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• WRKER (Worker profiles).

See Set Up Profile Page.

Sequence Number Enter a number that the system uses to determine which role
information appears by default on the 360-Degree View when
the user has more than one role in the system.

For example, if a user has the PeopleSoft User role with

sequence number 20 and the Support Manager role with
sequence number 10, then the information that is related to
the Support Manager role is used to initially populate the 360-
Degree View because it has the lowest sequence number.

The user can change the role that appears.

See Configure Role Page.

View Type Select the type of view for this role. Values are:

• Constituent

• Customer

• HR HelpDesk Worker

• Worker

If the View Type is Constituent or HR HelpDesk Worker,

the 360-Degree View Section grid is displayed listing all the
possible extra sections that can appear on the 360-Degree View
page: select the corresponding Enabled check box for each
section that should be displayed for that role.

The system uses the view type to determine the role and related
information that appears in the 360-Degree View. If the view
type has any of the above values, the system selects only the
role with the specified view type having the lowest sequence
number.

For example, a user has the PeopleSoft User (sequence number

10, view type of Customer), HR HelpDesk Agent (sequence
number 20, view type of HR HelpDesk Worker), Support
Admin (support administration; sequence number 25, view type
of Customer), and IT HelpDesk Agent (sequence number 30,
view type of Worker) roles. When launching the 360-Degree
View from Case, if the view type is Worker, then the system
selects the IT HelpDesk Agent role and shows the HelpDesk
tree with HelpDesk Profile information. If the view type is
Customer, the system selects the PeopleSoft User role because it
has a sequence number less than that of the Support Admin role.

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Note: When integrating with PeopleSoft or E-Business HCM, the information on the Configure Role page
determines in part the data that needs to be brought over from the corresponding Human Resource system.
Unlike the integration to PeopleSoft HCM, no entity level security is imposed by Oracle E-Business. In
E-Business, security is imposed by the virtue of the functions to which the user has access.

Transaction Sub-Interactions Page

Use the Transaction Sub-Interactions page (RB_TD_SUB_TRANS) to define the transactions for which
to capture subinteractions.

Navigation

Set Up CRM > Common Definitions > 360-Degree View > Configure Role > Transaction Sub-
Interactions

Image: Transaction Sub-Interactions page

This example illustrates the fields and controls on the Transaction Sub-Interactions page.

When you access this page, all transactions that are associated with the transaction group appear.

Capture Sub-Interaction Select to enable the corresponding transaction to capture

subinteractions for this role.

Note: Not all transactions were designed to be able to capture

sub-interactions. The Capture Sub-Interaction check box is
disabled for any transaction for which it does not apply.

Node Sub-Interactions Page

Use the Node Sub-Interactions page (RB_TD_SUB_NODE) to define the nodes for which to capture
subinteractions.

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Navigation

Set Up CRM > Common Definitions > 360-Degree View > Configure Role > Node Sub-Interactions

Image: Node Sub-Interactions page

This example illustrates the fields and controls on the Node Sub-Interactions page.

When you access this page, all tree node descriptions that are associated with the tree appear.

Capture Sub-Interaction Select to enable the corresponding tree node to capture

subinteractions.

Note: Not all nodes were designed to be able to capture sub-

interactions. The Capture Sub-Interaction check box is disabled
for any transaction for which it does not apply.

Dynamic Grid Page

Use the Dynamic Grid page (RB_TD_DYNGRD_PG) to define the grid on which transaction information
appears.

Navigation

Set Up CRM > Common Definitions > 360-Degree View > Define Dynamic Grid > Dynamic Grid

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Image: Dynamic Grid page (1 of 2)

This example illustrates the fields and controls on the Dynamic Grid page (1 of 2).

Image: Dynamic Grid page (2 of 2)

This example illustrates the fields and controls on the Dynamic Grid page (2 of 2).

Retrieval Type
Specify either the database view or the application class that is the source of the data that populates the
dynamic grid.

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View and View Name Select to indicate that the data source is a database view. Enter
the name of the database view that holds data that is returned by
the database view.

Application Class Select to indicate that an application class runs to provide the
data that appears on the dynamic grid.

Record Name Enter the name of the record that holds data that is returned by
the application class method.

Class, Class Path, and Method Name Enter the application class information for this application class.
The method that your assign here is used to create the request
message and populate the node with the requested information.

Package Tree Viewer Click to locate an application class.

Grid Information
Enter data that names the grid and describes its appearance.

Visible Columns Enter a number to specify how many of the fields defined in
the Grid Field section will initially display in the dynamic grid.
The first n fields (in order based on Sequence Number) from
the Grid Field definitions will be displayed based on the number
that is provided in the Visible Columns field.

360-Degree View users will be able to view the entire set of

fields for the dynamic grid, if desired, by clicking the Show All
Columns link.

Grid Keys
Field Name Enter the name of the field that the system uses as a key when
transferring to another component.

Sequence number Enter the sequence of the key.

Grid Field
Enter information that describes each field that appears in the grid. Add fields using the Add a new row
(+) button.

Field Name Select the name of the field whose values you want to appear
in the grid. Available fields are based on the view name or the
record name selected in retrieval type section.

Display Type Select one of the following to indicate how the Field Name
value will be displayed on the grid:

• Hyperlink

Select to enable the user to initiate the transfer by clicking

on the field value text.

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Setting Up the 360-Degree View Chapter 18

• Long Translate

This option is for the display of a string that contains the

Long translate (XLAT) value of the field, provided the field
is based on a translate table.

• Others

Select this option to display the value as read-only.

• PushButton

Select to make the field appear as a button that initiates the

transfer.

• Related Display

This option is for the display of a custom element.

• Short Translate

This option is for the display of a string that contains the

Short translate (XLAT) value of the field, provided the field
is based on a translate table.

Label ID If you want the field to be displayed by its label, select Field
Label ID.

Label Type If you selected Field Label ID, indicate if you want to display
the Long Name or Short Name for the field label.

Sequence number Enter the a number 1 or greater number to indicate the position
of the text field in relation to the other text fields you define.

Description The system displays the text description specified for the Label
ID field. It is not editable here.

Related Actions Page

Use the Related Actions page (RB_TD_DYNGRD_ACT) to relate actions to dynamic grids.

Navigation

Set Up CRM > Common Definitions > 360-Degree View > Define Action Category > Related Actions

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Image: Related Actions page

This example illustrates the fields and controls on the Related Actions page.

Order Enter the number 1 or a greater number to indicate the order in

which you want the action to appear in the Actions drop-down
list at the top right corner of the dynamic grid page.

Context Required Select if you want the system to require the user to select a row
from the grid when selecting this action. The context itself is
specified in the action category to which the action belongs.

When the user clicks the Go button for the Action drop-down
list box, the default values defined in the actions are made
available in a global record along with the selected rows in the
grid. The system then triggers the method associated with the
action category.

See Action Category Page.

Disable for Inactive BO Select to prevent the action from being performed on business
objects that are inactive.

Default Select to display the action in the drop-down list.

Status Select Active or Inactive. The default is Active. Only Active

actions appear in the Action drop-down list box.

Configuring the 360-Degree View Search Page

To configure the 360-degree view search page, use the User Links (RB_TD_ANON_LINKS) and 360-
Degree Search Preferences (RB_TD_USRSRCHPREF) components.

This topic provides an overview and discusses how to configure the 360-degree view search page.

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Pages Used to Configure the 360-Degree Search Page

Page Name Definition Name Usage

User Links Page RB_TD_ANON_LINK_PG Define user links that appear on the 360-
Degree Search page.

Application Packages Lookup Page RB_APPLPKG_PG1 Search for and view the available
application packages or classes that
PeopleSoft CRM provides.

Search Preferences Page RB_TD_USRSRCHPREF Select the search page that you use to
access the 360-Degree View.

Understanding 360-Degree View Search Pages

360-Degree View search pages use the customer identification framework to identify the customer or
worker whose information appears on the 360-Degree View. Different 360-Degree View search pages are
defined for each of the PeopleSoft CRM industry solutions or markets. You can control which search page
a user accesses by setting the user's market preferences.

Additionally, you can create user links (which you click to access a component) that appear on these
search pages.

Related Links
"Customer Identification" (PeopleSoft CRM 9.2: Business Object Management)
Managing 360-Degree Views

User Links Page

Use the User Links page (RB_TD_ANON_LINK_PG) to define user links that appear on the 360-Degree
Search page.

Navigation

Set Up CRM > Common Definitions > 360-Degree View > User Links > User Links

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Image: User Links page (1 of 2)

This example illustrates the fields and controls on the User Links page (1 of 2).

Image: User Links page (2 of 2)

This example illustrates the fields and controls on the User Links page (2 of 2).

Note: Currently, PeopleSoft CRM provides predefined user links for the search pages in the financial
industries.

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Base Market The base market where this user link applies.

Component Name and Page Name The component and page where this set of user links appears.

Description The description for this set of user links.

User Links
Define each user link that appears on the search page.

Sequence Enter a number that the system can use to determine the order in
which the user links appear on the page.

Active Select the status of the user link, either Active or Inactive. Only
active user links appear on the page.

Link Name Enter the link name. This appears on the page as the user link.

For each user link that you define, select the option that defines the action taken when the user clicks the
link. Actions are:

Transfer Select to have the user link transfer to a PeopleSoft CRM

component and page that you define.

If you select Transfer, use the Market, Menu Name, Menu Bar
Name, Item Name (component name), Page Name, and Mode
fields to select where you want the user link to take you.

Application Class Select to have the user link calls a PeopleSoft CRM application
class.

If you select Application Class, enter the Class, Class Path

Like, and Method Name fields to define the application class
that the system to call.

Package Tree Viewer Click to access the Application Packages Lookup page to search
for and view the available application packages that PeopleSoft
CRM provides. The information that you select on this page
appears on the User Links page after you click OK.

See Application Packages Lookup Page.

Portal Content Reference Select to have the user link transfer to a PeopleSoft CRM portal
page that you define.

If you select Portal Content Reference, use the Portal Name and
Portal Object Name fields to select the portal page to which you
want to transfer.

Search Preferences Page

Use the Search Preferences page (RB_TD_USRSRCHPREF) to select the search page that you use to
access the 360-Degree View.

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Navigation

Set Up CRM > Common Definitions > 360-Degree View > Search Preferences > Search Preferences

Image: Search Preferences page

This example illustrates the fields and controls on the Search Preferences page.

Select the default search page that you want to use to access the 360-Degree View for the different
markets. You can define a different search page to access the 360-Degree View for each market.

The system checks the user's preferences to determine the market that is associated with that user and then
uses the search preferences that you define on this page to determine the search page that appears when
users access the 360-Degree View. If you do not define a market value for the user on the user preferences
page, the system uses the search page that is associated with the Global market from this page.

Note: The search preference defaults to the search page that is associated with the Global market.

User's Preferred Market Select a preferred market if it is not already shown on the page.

Default Select to indicate the page that you want the system to display in
the selected row when no market preference exists for the user.

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Chapter 19

Using the 360-Degree View

Understanding the 360-Degree View

This topic discusses:

• 360-degree views.

• 360-degree view toolbar.

360-Degree Views
360-degree views provide a summary view of overall activity for a business object—a customer, contact,
or worker. From a 360-degree view, you can review or initiate transactions, record interactions and
subinteractions, view relationships, and view tasks for the business object.

A 360-Degree View page includes these page regions:

Region Details

Role This drop-down field lists the roles that are associated with
the business object whose information appears on the page.
You can select a role to filter data and transactions so that only
those that pertain to that role appear in the view.

See "Business Object Relationship Modelling" (PeopleSoft

CRM 9.2: Business Object Management).

Actions This field lists the transactions that are defined for the 360-
Degree view page. Select the transaction to perform the
associated actions or to transfer to the page that performs the
desired actions. Transactions populate relevant fields on the
transaction page from the data that is identified on the 360–
Degree View page.

See Configuring Actions and Transactions for the 360-Degree

View.

Summary Information such as name, contact information, and customer

value appears here. The Summary page region can include
up to two buttons that transfer to components that contain
more information about the business object. Depending on the
360-Degree View profile configuration, users may be able to
modify the person's or company's phone and email data in the
CRM database from this section (note that this is not available
for all 360-Degree Views, such as those for HR HelpDesk).

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Region Details

Activities Activities appear in a tree format that contains a record of all

transactions, interactions, and subinteractions that involve the
business object. Transactions are grouped under nodes. Select
a node to view, add, modify, or search for a transaction.

The specific nodes that appear on the Activities tree vary

depending on the business object and role that you select.

Interactions are grouped by date.

See Setting Up the 360-Degree View Tree.

Date Filter This field enables you to select a date range that controls
which transactions appear in the tree.

<activity> Detail The information that appears in this area changes depending
on which node you select in the activities tree. Summary
information about the transactions that are under the node that
you select in the 360-Degree view tree appears in this grid.

When you first access the 360-Degree View page, the system
displays information that is controlled by the default setting
that is specified for the page.

See Setting Up the 360-Degree View Tree.

Log Interaction Using this group box, you can capture interaction details,
record the callback date and time, attach notes to the
interaction, and send an email to the customer or internal
personnel (if the email address is set up).

See Understanding Interactions.

Current Actions This area lists all the transactions that occur during the current
interaction or current 360–degree view session.

Relationship Viewer All of the business object relationships for the customer are
accessible from this page.

See "Understanding the Relationship Viewer" (PeopleSoft

CRM 9.2: Business Object Management).

Tasks This page lists all the tasks that pertain to the business object.
You can drill down to view the task detail.

See Understanding Task Management.

Call Reports This page lists all the call reports that pertain to the business
object. You can drill down to view the call report detail.

See Understanding Call Reports.

The specific information that you see on a 360-Degree View page varies depending on whether you are
viewing a customer, contact, site, or worker.

The system records all interactions with the business object and displays them in the Activities section of
the 360-Degree View page. An interaction can contain multiple subinteractions. For example, a call with a

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customer might involve a case being updated, a service order being added, and a note about the customer.
All of these subinteractions are logged under the same interaction.

The specific activities and transactions that appear in the Activity Tree page region and Actions drop
down box differ depending upon which 360-degree view you access.

You can utilize these types of 360-degree views:

• Customer

Customer 360-Degree View is used to manage transactions and activities that relate to customers,
sites, and contacts of customers.

• Worker

Worker 360-Degree View is used to manage cases and interactions for workers who call the help desk
for support.

See PeopleSoft Call Center Applications.

• Constituent

Constituent 360-Degree View is used when integrating with PeopleSoft Campus Solutions to manage
cases and activities for individuals who call the service center. In addition to the sections that appear
on all 360-degree views, Constituent 360-Degree View includes display-only information about the
individual's academic information, if applicable, including checklists, communication, and comments;
recruiting; admissions; transfer credits; academics; finances; financial aid; transcript requests;
contributor relations; and affiliations.

See "PeopleSoft CRM Call Center Business Processes" (PeopleSoft CRM 9.2: Call Center
Applications).

Three trees are delivered for higher education. Information Technology (IT) related issues are shown
in the Higher Education IT Tree while the Higher Education Support Tree is designed to show non-
IT related issues. The Higher Education Blended Tree shows both IT and non-IT related issues. The
Configure Role page is used to associate a tree with a particular role

• Worker and Person of Interest (POI)

HRHD 360-Degree View is used to initiate transactions and manage activities that relate to the HR
data for workers or persons of interest. In addition to the sections that appear on all 360-degree
views, the HRHD 360-degree view includes information about the worker's job and position, payroll
information, and benefits. It also supports the viewing of information for POIs.

HRHD 360-Degree View provides security that is based on section-level information only. There is no
field-level security. For example, if an agent has access to information for one job and not the other, or
the agent only has access to part of the information, the system still retrieves all job information. This
enables a true 360-degree view of an employee.

See PeopleTools: Security Administration product documentation, and Understanding PeopleSoft

CRM Security.

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Using the 360-Degree View Toolbar

Toolbars are configurable and customizable. In addition, you can give end-users the ability to personalize
their own toolbar.

See "Defining Toolbar Buttons" (PeopleSoft CRM 9.2: Automation and Configuration Tools).

PeopleSoft CRM delivers these buttons for the 360-Degree View toolbar:

Click the Reload button to refresh the information that appears

on the 360-Degree View tree.

Note: Clicking this button will not refresh other sections of the
page: only the data in the 360-Degree tree itself is reloaded.

Click the New Search button to finish the interaction with the
current customer and return to the Search page. Depending
on the option that was selected for Callback Interaction when
the tree was originally set up, the interaction status is either
identified as Completed or left open for further activity with the
customer.

Click the Notification button to send a notification.

See "Understanding Manual Notifications" (PeopleSoft CRM

9.2: Automation and Configuration Tools).

Click the Correspond button to send ad hoc email

correspondence.

See "Understanding Correspondence Creation" (PeopleSoft

CRM 9.2: Automation and Configuration Tools).

Note: This button does not appear for the Company role.

Click the Add to My Contacts button to add the selected

contacts to the My Contacts list.

This icon is intended for use only when integrating with

PeopleSoft Campus Solutions.

Click the Academics button to transfer to the Career page of

the Academics component. This page will be displayed directly
if there is only one combination of Institution and Career for
the individual on the 360-Degree View page. If there is more
than one such combination, the search page for the Academics
component will be displayed.

This icon is intended for use only when integrating with

PeopleSoft Campus Solutions.

Click the Test Scores button to transfer to the Test Scores page
for the constituent.

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Return Click to transfer back to the Contact 360–Degree View page

from which you accessed the Company 360-Degree View. This
button appears only if you transfer to the Company 360-Degree
view by clicking 360–Degree view icon in the summary section
of Contact 360–Degree View.

Personalize Click the Personalize link to personalize the toolbar buttons.

Related Links
"Understanding the Configurable Toolbar" (PeopleSoft CRM 9.2: Automation and Configuration Tools)

Managing 360-Degree Views

This topic discusses how to manage 360-Degree Views.

Pages Used to Manage 360-Degree Views

Page Name Definition Name Usage

Search for <Business Object> Page RBQ_BOSRCH View search results for a business object
(customer, constituent, worker, or person
of interest).

You can also enter criteria to refine the

existing search, or enter data for a new
search.

360-Degree View Page RB_TD_AGENT_VIEW Manage overall activity for the business
object (customer, constituent, worker, or
person of interest).

Relationship Viewer Page RB_TD_REL_VIEWER View the relationships for the business
object whose information appears on the
360-Degree View page.

Tasks Page RB_TD_TASK_LIST Maintain the tasks that are associated

with the business object whose
information appears on the 360-Degree
View page.

Call Reports Page RD_TD_CR_LIST Maintain the call reports that are
associated with the business object
whose information appears on the 360–
Degree View Page.

Search for <Business Object> Page

Use the Search for <Business Object> page (RBQ_BOSRCH) to view search results for a business object
(customer, constituent, worker, or person of interest). You can also enter additional criteria to refine your
existing search, or enter data for a new search.

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Note: When you sign into the CRM system and access a 360-Degree View for the first time, the initial
search dialog page appears, which enables you to select a business object to view in the 360-Degree View.
When you access the 360-Degree View for that business object type again in the same login session, the
system skips the initial search dialog page and displays the 360-Degree View component of the previously
selected business object automatically.

Navigation

• Customer 360-Degree View > Search for Customer

• Constituent 360-Degree View > Search for Constituent

• Worker 360-Degree View > Search for Worker

• HRHD 360-Degree View > Search for Worker and Person of Interest

Image: Search for <Business Object> page

This example illustrates the fields and controls on the Search for <Business Object> page.

The systems displays the criteria that you entered on the original search dialog page and the results of the
search based on that criteria..

Note: This search uses the customer identification framework.

See "Customer Identification" (PeopleSoft CRM 9.2: Business Object Management).

Search Criteria
You can enter additional search criteria to refine your existing search, or clear the data and enter new data
for a new search.

Search Results
If more than one match for the search criteria that you enter is found, then all business objects that match
the search criteria appear in the search results grid. If only one record matches the search criteria, then the
360-Degree View page for that object appears.

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Select an existing business object from the results to access the 360-Degree View pages for that customer,
constituent, worker, or person of interest.

For business objects that are contacts of customers, one row appears in the Search Results page region for
each customer that the individual represents. The Name column that appears in the row for an individual
identifies the company that the individual represents, and the Consumer column identifies the consumer
that the individual represents. If both the Name and Consumer columns in a row are blank, then the
individual listed in the row is a consumer.

Select Action Select a role for the business object you like to create. Click
the Go button to transfer to the corresponding page where you
continue with the business object creation process. The system
prepopulates this page with data that was entered previously as
search criteria.

The system determines the available roles from the search

criteria that you entered. For example, suppose that you enter a
value in the Organization field, the available role is Company,
but if you enter a value in either the First Name or Last Name
field, the available roles are the roles that are associated with the
individual business object type: Create Company with Contact,
Create Consumer, and Create Consumer with Contact.

In the case of Worker 360 Degree View, a link appears where

you can create workers. As for HRHD 360 Degree View, you
have the options to create either workers or POIs.

To use this functionality, you must have previously set up

Quick Create for that object. Once you create the new business
object, the system transfers you to the 360-Degree View page
automatically, using the newly created business object.

Related Links
"Understanding Business Object Controls" (PeopleSoft CRM 9.2: Business Object Management)
"Searching for Business Objects" (PeopleSoft CRM 9.2: Business Object Management)

360-Degree View Page

Use the 360-Degree View page (RB_TD_AGENT_VIEW) to manage overall activity for the business
object —customer, constituent, worker, or person of interest.

Navigation

Select an existing business object (customer, constituent, worker, or person of interest).from the search
results grid on the Search for <Business Object> page for that business object type.

Note: The customer 360-Degree View page is used here for illustration purposes. The 360-Degree View
page the other business objects is similar in usage.

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Using the 360-Degree View Chapter 19

Image: 360-Degree View page (1 of 2)

This example illustrates the fields and controls on the 360-Degree View page (1 of 2).

Image: 360-Degree View page (2 of 2)

This example illustrates the fields and controls on the 360-Degree View page (2 of 2).

Role Select a role that is listed for the customer, worker or contact.
The profile changes to reflect data that is relevant to that role.

Note: Not all roles of an individual will be displayed on all

versions of the 360-Degree View page. For example, the
consumer role will not be displayed on Worker 360-Degree
View or HRHD 360-Degree View. If the individual whose
information is being viewed in the Worker 360-Degree View
page also has a consumer role, use the left hand navigation to
open the Customer 360-Degree View page and search again for
that individual.
Similarly, the worker role will not be displayed on the Customer
360-Degree View page. If the individual whose information is
being viewed in the Customer 360-Degree View page also has
a worker role, use the left hand navigation to open the Worker
360-Degree View page and search again for that individual.

Actions Select the action that you want to perform from the 360-Degree
View. Delivered values include Add Case, Add Defect, Add
Install Product, Add Lead, Add Opportunity, Add Order, Add
Quote, Add Service Order, Installed Product Hierarchy, Add
Quote, Add RMA (return material authorization), Product
Registration, Student Service Center, Person Profile, and Add

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Case - Admissions Status Inquiry. The particular actions shown

depends on the 360-degree view being used.

Phone, Email, and Extension Enter new data to update customer, worker, and contact profile
information. Click the Apply Changes button to enter and
permanently update the changes.

The ability to enter or edit data in these fields is configurable.

Users who are not able to edit these fields will still see the
existing values listed in display-only format.

Note: On the Constituent 360-Degree View, the labels for phone, email and address may also indicate the
corresponding type, such as Dorm Phone, Campus Email, or Home Address.

The following fields appear in the Summary region only for the Constituent 360-Degree View when
viewing information for a consumer (academic constituent):

The FERPA indicator icon enables the user to view details about
the restrictions that the student has requested regarding the
disclosure of certain types of directory information. Clicking
the icon transfers the user directly to the Campus Community
FERPA page.

The Positive and Negative Service indicator icons enables the

and user to view details about the service restrictions or service
privileges associated for each indicator. Clicking an icon
transfers the user directly to the Manage Service Indicators page
in Campus Solutions.

Click the Affiliations icon view details regarding the academic

constituent's affiliations.

ID This is the automatically generated ID from Campus Solutions

used to identify the constituent within the PeopleSoft Campus
Solutions system.

Campus ID This is the ID selected by the academic institution to identify

the constituent (for example, for use on student identification
cards).

Current Status Displays the current academic status for the constituent.
Separate statuses are shown for each combination of institution
and career for the most recent applicable term. Only the
most advanced status is shown for each institution and career
combination. The available status values are (from lowest to
highest): Suspect, Prospect, Applicant, Student, and Alumnus.

If the same status exists in multiple institution and career

combinations, only that for the most recent status date or source
date is shown. If the dates are the same, then only the status
from the institution/career in first alphabetical order is shown.

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Deceased This text appears in the summary area if the individual

consumer whose information is being viewed is deceased.

If the consumer is deceased, no FERPA, Service Indicator, or

Affiliations icons will be displayed for the individual.

Activities
This region contains the 360-Degree View Tree, which displays all activities and interactions with the
customer.

Activities are grouped by transaction type. Expand the folder or icon next to a transaction type to view
activities for that transaction type.

Depending on the way the system is configured, you can add transactions or search for transactions of a
particular type. Click a detail link to access transaction detail or click the activity summary to view a grid
that lists summary information about the transactions.

Date Filter Select the date filter for the activities that you want to view.
Values are 1 - Today, 2 - Yesterday, 3 - Last Week, 4 - Last 2
Weeks, 5 - Last Month, 6 - Last Year, and 7 - View All.

If you select 6 - Last Year and the tree header has a maximum
date filter of 5 - Last Month, the system stops the user from
viewing records that are older than the maximum date filter
criteria.

If you select 7 - View All and you don't enter maximum date
filter criteria in the tree header, the system displays all of the
records.

When the 360-Degree View page initially appears, the date

range that you specify in the profile of the user who is currently
accessing the system appears by default. If the user's profile
is not available, the system displays the activities for the date
range that you specify in the tree. When defining the tree, you
specify the date filter and maximum date filter to use when
displaying this page.

See Setting Up the 360-Degree View Tree.

From and Through Enter the date range for the information that you want to see on
the 360-Degree View. After you enter the date range, click the
Go button.

Note: The system displays the From and Through fields on

this page only after you enable data filtering on the 360-Degree
View - Personalize page.

First, Previous, Next, Last, Left and Click to navigate the Activities tree. Navigation links become
Right active if the number of items included in the tree or the length
of these tree items exceeds the limit that can be displayed at any
given time.

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Activities Detail
The system displays a dynamic grid that lists key information from the most recent transactions and
associated actions for the activity type that you click in the 360-Degree view tree.

The label for this grid changes depending on the type of information you view. For example, when you
expand the Agreements node in the 360-Degree view tree, and then click the Active child node, the
system displays the Agreements-Active dynamic grid and shows important information from agreement
records. It can also provide an action link for further interactions concerning an agreement, such as
viewing its details. You can configure the associated actions, the number of transactions, and the columns
that appear in this grid.

Note: For performance reasons, a maximum of 100 entries will be retrieved for display in the dynamic
grid at any one time.

See Dynamic Grid Page.

Log Interaction Note

The fields in the Log Interaction section capture the details of an interaction.

Every time that you record a subinteraction on this page, the system groups the subinteractions into one
related interaction. You can perform multiple subinteractions for a customer at one time before you leave
this page. The subinteractions that you created previously appear in the Current Actions group box.

Note: Interactions that are automatically generated through correspondence management are not related
to the values in the drop-down menus on the 360-Degree View page. Interactions that are generated
through correspondence management do not appear in reports that track which contact methods are used
most often by agents for interactions with customers or contacts through the 360-Degree View page.

Contact Method Select the contact method for the interaction. Delivered values
include Inbound Chat, Inbound Email, Inbound Fax, Inbound
Phone, Inbound Web, Outbound Email, Outbound Fax, and
Outbound Phone.

Interaction Status Select the interaction status. Delivered values include Busy,
Callback, Child Answered, Completed, Do Not Call Again, In
Progress, and No Answer.

Callback Date and Callback Time Enter a date and time for callback.

Add Note Enter a note to add to the interaction. The note is saved in the
360-Degree View Tree as a subinteraction.

Email Note Click to send the note to the customer.

Related Links
"Understanding Persons" (PeopleSoft CRM 9.2: Business Object Management)

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Using the 360-Degree View Chapter 19

Relationship Viewer Page

Use the 360-Degree View - Relationship Viewer page (RB_TD_REL_VIEWER) to view the relationships
for the business object whose information appears on the 360-Degree View page.

Navigation

Select the Relationship Viewer tab on the 360-Degree View page for the business object.

See "Understanding the Relationship Viewer" (PeopleSoft CRM 9.2: Business Object Management).

Tasks Page
Use the Tasks page (RB_TD_TASK_LIST) to maintain the tasks that are associated with the business
object whose information appears on the 360-Degree View page.

Navigation

Select the Tasks tab on the 360-Degree View page for the business object.

See Understanding Task Management.

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Chapter 20

Setting Up Customer Self-Service

Understanding Customer Self-Service Setup

This topic discusses:

• Self-service sites.

• Self-service user registration.

• Contact Us notifications.

• Product registration.

Self-Service Sites
Several aspects of a self-service site are controlled by characteristics of the user ID that provides site
access. When users first access a site, they are logged on to the site with a guest ID. This guest ID is
specified in the site's configuration properties file or defined on the query string of the uniform resource
locator that one uses to access the site. By setting up multiple guest IDs with different characteristics, you
can create multiple self-service sites.

For example, you may want to create an English site and a Spanish site. Or you may want to create a
European site that uses a European business unit, and a U.S. site that uses a U.S. business unit. You
might even want to create multiple European sites that use different languages but that all point to the
same European business unit. To accomplish all of this, create multiple guest IDs with the appropriate
characteristics.

If you set up multiple guest IDs, the self-service sign in page enables users to switch between guest IDs.
For example, if you set up guest IDs for different languages and use language names as IDs descriptions,
then visitors can select from a list of languages. The system stores the label for the field that visitors
use to select a guest ID in the message catalog to make it easy for you to change the label to suit your
business needs.

Site Branding
You can create distinctive Web sites for your company's self-service sites by setting them up as branded
sites. Use PeopleSoft Portal Pack to quickly implement a portal with your own "look and feel," or
branding.

Related Links
PeopleSoft Portal Pack

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Setting Up Customer Self-Service Chapter 20

Self-Service User Registration

A self-service user registers in one of these three ways, each of which is secured differently:

1. Existing customer.

Customers who already exist in the system can add a self service user login for their account. To
do so, they must enter information that you define to identify them as a current customer. After the
system verifies their status, they must enter only a password to establish a self-service user ID. The
system obtains other information from their existing customer record.

2. New customer.

This is for new self service users who can be consumers or businesses. You must set up a guest
account to handle each type of user that might register for self service because new user logins take
their defaults from the guest account.

Security is controlled by the privileges that you establish and assign to guest user IDs. A user first
signs on using a guest ID that you provide. When the user registers, the system clones the currently
active guest ID and all its access privileges to create the new user ID, and then creates the necessary
customer or consumer record in the CRM database.

3. Contact of an existing customer company.

A contact of an existing company can register as a business user who represents a customer company
by entering a key that you define and provide to them.

To register, users are required to read and accept terms of service and a privacy policy that you set up.

User Passwords and Password Hints

A user can add a password hint question and answer when they register. This enables users who forgot
their passwords to request new passwords after answering a hint question. A user can also change their
password hint.

To enable this feature, you must set up forgotten password email text at the system level. Additionally, the
user must:

• Have a primary email address.

• Establish a password hint during registration or through the Name and Sign In maintenance pages.

• Be associated with a permission list that permits the password to be emailed.

PeopleSoft CRM uses logic that is provides by PeopleTools to store the hint and answer, verify the hint
that the user enters, and email the new password to the user.

See PeopleTools: Security Administration product documentation.

Related Links
Implementing Self-Service Security

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Chapter 20 Setting Up Customer Self-Service

Contact Us Notifications
Registered users (but not guest users) use the Contact Us page to send messages to you. When customers
send messages, they select from a list of subjects and topics (subcategories of subjects) that you define to
identify the message subject. When the customer submits the message, the system:

• Captures the message as an interaction that is visible through the 360-Degree View and other
interaction lists.

• Notifies designated people that the message is submitted.

The system determines whom to notify based on the workflow action that you associate with the subject
and topic of the message. The workflow action also determines whether notifications are sent to worklists
or to email addresses.

Worklist notifications automatically include a link to the Interaction page; email notifications include a
link only if the email template is so configured. The PeopleSoft-delivered CONTACT US FORM email
template includes this link.

To take maximum advantage of interaction functionality, use the 360-Degree View to manage all
follow-up communications. Using the 360-Degree View ensures that the system captures all follow-up
communications as interactions. A direct email response bypasses the system and is not captured as an
interaction.

Contact Us Chat
If the self-service page is enabled, , a registered self-service customer can request a live chat. This request
opens the customer chat window, a browser-based window that does not require a client install or applet
download.

Agents receive chat requests through the MultiChannel Console, which enables them to manage multiple
simultaneous chat sessions. When an agent accepts a chat request, the agent chat window opens. Agents
can conference peers and supervisors into the chat, and transfer chat sessions to other agents or queues.
Agents can also initiate chats with other agents on their buddy lists.

Related Links
"Understanding the Chat Workspace" (PeopleSoft CRM 9.2: Multichannel Applications)

Product Registration
Self-service users can register products online through PeopleSoft Customer Self-Service and 360-
Degree View. When a customer signs in and selects to register a product, the system populates the Product
Registration page with two lists:

• Existing products

The Existing Products section of the Product Registration page lists installed products that are already
registered and their registration dates. Users click a registered product link to update the registration
information or select an unregistered product to register.

• New products

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Setting Up Customer Self-Service Chapter 20

Contains product catalogs, a product list, or both. The customer uses these to locate the product to
register.In addition to registering products that already have installed products that are created for
them, users can also use product catalogs to register new products. Product catalogs group products
in a hierarchical fashion, which provides simple navigation for users to locate new products. As an
administrator, you select product catalogs from the system to appear in the New Product section of
the Product Registration page. Users can then drill down on any listed catalog to look for the products
they want to register without having to remember and enter product names. You can also set up new
catalogs that are specific for product registration. When users submit the registration, the system
creates new installed products with the Installed status for products that users select from the new
product list. For registered products, users select from the existing product list. The system updates
the associated installed products with the information (date of registration, serial ID, and so on) that
it collects from the product registration. You can specify what installed product fields are available
for display or editing on the Product Registration - Product Registration Details page. You can also
configure the system to display only installed products of certain statuses. This enables you to limit
the registration process to installed products for which product registration makes sense; for example,
if you don't want users to register an installed product that is canceled or uninstalled. Only registered
users can register products through PeopleSoft Customer Self-Service.

Note: If the quantity of an installed product is greater than one, and they are under different statuses, the
installed product appears in the Existing Products section if any one of those statuses is in the status list
that you specify on the Product Registration Setup page.

Product Registration Using the 360-Degree View

Customer service representatives (CSRs) can register products for customers through the 360-Degree
View. CSRs can view and update any existing installed products or select Product Registration in the Go
To field on the page to register products for customers who call them on the phone.

Related Links
Implementing Self-Service Security
Setting Up Product Registration
Registering Products

Setting Up Guest IDs to Access Self-Service Sites

This topic discusses how to:

• Define guest IDs.

• Change the label of the guest ID selection field.

Defining Guest IDs

To define a guest ID:

1. Define the ID in the PeopleTools User Profiles component.

Access the User Profiles component from PeopleTools > Security > User Profiles > User Profiles.

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Chapter 20 Setting Up Customer Self-Service

On the General page, enter the language code that is associated with the ID. Anyone who logs on with
a guest ID sees all of the pages that are in the associated language code.

On the ID page, enter the description that self-service users see in the guest ID selection field. For
example, if you support multiple languages and you define language-based user IDs, the descriptions
might be the language names.

See PeopleTools: Security Administration product documentation.

2. Establish the ID as a guest ID on the User Registration Setup page.

Access the User Registration Setup page from Set Up CRM > Security > Self Service > User
Registration.

This is the step that makes the ID into a guest ID that enables personal and business user registration.
That is, the self-service Sign In page enables users to select from IDs that have a user registration
definition.

See Implementing Self-Service Security.

3. Define preferences for the guest ID on the User Preferences page.

Access the User Preferences page from Set Up CRM > Security > User Preferences.

Select a default business unit and market for the guest. If you do not select a business unit, the
system uses the default PeopleSoft Order Capture business unit (as established on the Order Capture
Definition page).

See Overall Preferences Page.

Related Links
"Understanding Business Units" (PeopleSoft CRM 9.2: Order Capture Applications)

Changing the Label of the Guest ID Selection Field

To change the label of the guest ID selection field:

1. Access the message catalog from PeopleTools > Utilities > Administration > Message Catalog.

2. Look up message set number 18068, whose description is Self Service Common.

3. Click Find and enter message number 19 in the search string.

The field label text appears. The default is Select a different site to browse.

4. Enter an alternative label for the guest ID selection field.

For example, if the guest IDs are for different languages, you might enter Select a language.

5. Save the changes.

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Setting Up Customer Self-Service Chapter 20

Setting Up Contact Us Features

To set up contact us features, use the Contact Us Topic (SUBJECT_TABLE) and Contact Us Subject
(SUBJECT_TOPIC_TBL) components.

This topic lists prerequisites and discusses how to set up contact us features.

Pages Used to Set Up Contact Us Features

Page Name Definition Name Usage

Chat Enabled Page Setup Page RB_CHAT_ADMIN Specify chat features for Contact Us
pages.

Contact Us Topic Page CONV_SUB_TOPIC_TBL Define topics that customers select when
requesting that you contact them.

Contact Us Subject Page SUBJECT_TABLE Define subjects that customers select

when requesting that you contact them,
and set up workflow for each subject.

Prerequisites
When customers use the Contact Us page to communicate with you, they select from a predefined list
of subjects and topics. When they submit the message, the system sends a notification to a designated
person. You set up this workflow for each subject and topic combination that you define.

Before you create subjects and topics, you must define the workflow actions and workflow email
templates that are to be used for these notifications.

Customers can also elect to open a chat with a customer service representative if you have enabled the
chat feature and specified a chat profile and agent popup for on the self-service page.

Related Links
"Defining Workflow Actions for Business Projects" (PeopleSoft CRM 9.2: Automation and Configuration
Tools)
"Understanding the Chat Workspace" (PeopleSoft CRM 9.2: Multichannel Applications)

Chat Enabled Page Setup Page

Use the Chat Enabled Page Setup page (RB_CHAT_ADMIN) to specify chat features for Contact Us
pages.

Navigation

Set Up CRM > Product Related > Multichannel Definitions > Chat > Chat Page Setup > Chat Enabled
Page Setup

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Chapter 20 Setting Up Customer Self-Service

Image: Chat Enabled Page Setup page

This example illustrates the fields and controls on the Chat Enabled Page Setup page.

Related Links
"Understanding the Chat Workspace" (PeopleSoft CRM 9.2: Multichannel Applications)

Contact Us Topic Page

Use the Contact Us Topic page (CONV_SUB_TOPIC_TBL) to define topics that customers select when
requesting that you contact them.

Navigation

Set Up CRM > Common Definitions > Contact Us > Contact Us Topic > Contact Us Topic

Image: Contact Us Topic page

This example illustrates the fields and controls on the Contact Us Topic page.

Specify a topic and topic description. You associate the topics with Contact Us subjects to enable users to
select the subject and topic for a particular Contact Us request.

Contact Us Subject Page

Use the Contact Us Subject page (SUBJECT_TABLE) to define subjects that customers select when
requesting that you contact them, and set up workflow for each subject.

Navigation

Set Up CRM > Common Definitions > Contact Us > Contact Us Subject > Contact Us Subject

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Setting Up Customer Self-Service Chapter 20

Image: Contact Us Subject page

This example illustrates the fields and controls on the Contact Us Subject page.

When you define a subject, specify the associated topics and the workflow objects (a workflow action and
correspondence template) that the system uses to deliver the customer's request to a particular worklist.

Effective Date Enter the effective date of the email template data.

Description Enter a description of the subject (up to 36 characters).

Contact Us Topic Select topics to associate with this subject.

Email Template For each subject and topic combination, select the
correspondence template that the system uses to create the text
in its email notifications. Delivered templates are Contact Us
and Contact Us Confirmation.

Use the correspondence management framework to define

correspondence templates and packages for use in the Contact
Us feature. To add new templates, makes sure that the Contact
Us usage is specified in their associated template packages.

Workflow Action For each subject and topic combination, specify the workflow
action that the system uses to send a notification that alerts a
worker to the newly submitted message.

Setting Up Product Registration

To set up product registration features, use the Product Registration (RF_PROD_REG_SETUP) table.

This topic discusses how to set up product registration features.

Pages Used to Set Up Product Registration for Self-Service Users

Page Name Definition Name Usage

Product Registration Setup Page RF_PROD_REG_SETUP Configure the registration page for
installed products.

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Chapter 20 Setting Up Customer Self-Service

Page Name Definition Name Usage

Catalogs Page RF_PROD_REG_SETUP2 Select product catalogs that self-service

users can use to search for and register
products.

Related Links
Product Registration
Registering Products

Product Registration Setup Page

Use the Product Registration Setup page (RF_PROD_REG_SETUP) to configure the registration page for
installed products.

Navigation

Set Up CRM > Common Definitions >Installed Product > Product Registration >Product Registration
Setup

Image: Product Registration Setup page

This example illustrates the fields and controls on the Product Registration Setup page.

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Setting Up Customer Self-Service Chapter 20

Installed Product Statuses

Specify the statuses for which installed products (that belong to the self-service user) appear in the
Existing Products section of the Product Registration page.

Note: Product registration setup is keyed to setID.

Status Select the status for installed products to appear on the Product
Registration page.

Registration Fields
Define the installed product fields that appear to self-service users on the Product Registration Details
page and whether the fields are modifiable or read-only. The system uses this information as default
values on the Installed Product page of the Product Definition component. When a product requires a
different set of fields to appear to self-service users, you can override the default fields in the Product
Definition component.

Name Select the field to appear on the Product Registration Details

page. Values are Account Number, Agreement Code, Asset
Subtype, Asset Tag, Authorization Code, Comments, Date
Registered, Department, Distributor, Distributor Contact,
Environment, Install Type, Item Shipping Date, Network,
Operating System, Operating System Version, Order Date,
Ownership, Physical Location, Platform, Purchase Date,
Serial ID, Site ID, and User Interface. The system uses this
value as the name of corresponding fields that you see on the
registration page.

Modifiable Select to enable users to modify the corresponding field.

Clear this check box for fields that need to be read-only
when updating previously registered products on the Product
Registration Details page. When registering a product for
the first time, users can modify all fields except the product
description and the registration date, whether or not you select
this check box.

Catalogs Page
Use the Catalogs page (RF_PROD_REG_SETUP2) to select product catalogs that self-service users can
use to search for and register products.

Navigation

Set Up CRM > Common Definitions > Installed Product > Product Registration > Catalogs

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Image: Catalogs page

This example illustrates the fields and controls on the Catalogs page.

Catalog Select a product catalog that self-service users can access in the
New Product section of the Product Registration page.

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Chapter 21

Working with Customer Self-Service

Transactions

Understanding Customer Self-Service

Self-service transactions enable customers to access information and transact business online. PeopleSoft
CRM provides transactions for self-service users to:

• Register and sign in.

• Maintain their user profile (information about themselves and their relationship with you).

• Send messages to you or to chat live online with a customer service representative (CSR).

• Register products.

• Perform application-specific functions such as ordering products and submitting support cases.

This topic describes how users register, sign in, maintain their profiles, contact you, and register products.
It also discusses the differences between self-service for consumers (personal users) and for contacts
(business users). Application-specific transactions are described in the corresponding application product
documentation.

Note: You can access several of the pages that are discussed in this topic from the pagelets in PeopleSoft
CRM Portal Pack.

Related Links
"Understanding Order Capture Self Service" (PeopleSoft CRM 9.2: Order Capture Applications)
"Understanding Self-Service Transactions" (PeopleSoft CRM 9.2: Call Center Applications)
"Understanding Self-Service Pagelets" (PeopleSoft CRM 9.2: Portal Pack)

Self-Service Access for Higher Education

The CRM system exposes several self-service components and pages in the employee portal to make
some of the self-service features available to Higher Education users in a non-self-service environment.
These self-service objects are:

• Sign In page.

See Sign In Page.

• Contact Us page.

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Working with Customer Self-Service Transactions Chapter 21

See Contact Us Page.

• Customer Registration page.

See Customer Registration Page.

• Contact Directory (internal contacts) page in the Service Center folder.

See Viewing Internal Contacts.

• Change Profile Info component in the Manage Profile folder.

See Maintaining Name and Sign-In Information.

• Default Addresses component in the Manage Profile folder.

See Maintaining Contact Information.

• Address Book component in the Manage Profile folder.

See Maintaining Consumer Address Books.

Roles and Permission Lists

The system delivers new roles and permission lists that grant self-service page access to Higher Education
users in the employee portal.

Role Update
New roles are created and need to be assigned to Higher Education user IDs in order to access self-service
pages in the employee portal. These roles are:

• HE Self Service - Common role.

The system assigns this role to all delivered Higher Education user IDs (with the SSS prefix) except
for marketing-specific ones.

• HE Self Service - Profile role.

Assign this role to user profiles for suspect prospect users. By default, this role is assigned to the
delivered SSS_SUSP_PROSP user ID.

This role is associated with the CRHE1610 permission list.

• HE Self Service - Faculty role.

Assign this role to user profiles for faculty users to ensure proper page access, for example, the
Faculty Center, Internal Contacts page and the Contact Us page. By default, this role is assigned to
delivered user IDs such as SSS_AA00100 and SSS_FACULTY.

• HE Self Service - Student role.

Assign this role to user profiles for student users and applicant users to ensure proper page access, for
example, the Student Center, Internal Contacts page and the Contact Us page. By default, this role is
assigned to delivered user IDs such as SSS_AA00100 and SSS_CONST.

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Permission List Update

Permission lists are created and updated to grant page access to Higher Education users. Permission lists
relate to user IDs through roles.

• CRHE1600 (HE Service Center Self Service) permission list: updated to include
CRM_PORTAL_COMPONENTS (CRM Portal Components) menu. In this menu, Internal Contacts
(WC_CNTACT_DIR_COMP) and Contact Us (WC_CONTACT_US) will be authorized

• CRHE1610 (HE Manage Profile Self Service) permission list: newly added. Includes the
RB_SELF_SERVICE (CRM Self-Service) menu.

Self-Service Page Visibility

This table shows the self-service components and page that, as delivered, are visible in the employee
portal by user type:

User Type Sign In Contact Us Customer Manage Internal Student Faculty

page page Registration Profile Contacts Center Center
page folder page

Self service Y Y Y Y N N N
guest (sample
user ID:
USGUEST)

Administrator Y Y Y Y Y Y Y
(sample user
ID: PS)

Suspect N Y N Y Y N N

(sample
user ID: SSS
_SUSP_
PROSP)

Prospect N Y N Y Y N N

(sample
user ID: SSS
_SUSP_
PROSP)

Student N Y N N Y Y N

(sample user
ID: SSS_
CONST)

Applicant N Y N N Y Y N

(sample user
ID: SSS_
CONST)

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Working with Customer Self-Service Transactions Chapter 21

User Type Sign In Contact Us Customer Manage Internal Student Faculty

page page Registration Profile Contacts Center Center
page folder page

Faculty N Y N N Y N Y

(sample user
ID: SSS_
FACULTY)

Student and N Y N N Y Y Y
Faculty

(sample user
ID: SSS_
AA00100)

See PeopleSoft CRM for Higher Education.

Signing In to PeopleSoft CRM Self-Service

This topic discusses how to sign in to PeopleSoft CRM self-service.

Pages Used to Sign In to PeopleSoft CRM Self-Service

Page Name Definition Name Usage

Sign In Page RX_LOGIN Sign in to PeopleSoft CRM self-service.

Forgot Password Page RX_EMAIL_PSWD Request a password hint.

Forgot Password - Email New Password RX_EMAIL_PSWD2 Answer a password hint question to
Page complete the request for a new password.

Confirmation Page RX_EMAIL_PSWD_CNFR Confirm that passwords are reset and

mailed.

Sign In Page
Use the Sign In page (RX_LOGIN) to sign in to PeopleSoft CRM self-service.

Navigation

Sign In > Sign In

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Image: Sign In page

This example illustrates the fields and controls on the Sign In page.

Note: In addition to the self-service application, this page is also available in the employee portal to
Higher Education users who are associated with the right role and permission list to access the page.

See Self-Service Page Visibility.

Returning Users
Enter the User ID and Password and click the Sign In button.

If you are already set up as a customer in the CRM system but do not have a self service sign-in, click the
Create Sign In link to authenticate yourself as an existing user and create a new self service user ID and
password.

New Users
You can register as a personal or business user.

Either personal or business user registration causes the system to create a user ID that is associated with
the new consumer or contact record, which the visitor can use to sign in on subsequent visits. The user
ID is cloned from the guest ID that was active when the user registered. Menu navigation options, and in
some cases, page appearances depend on the user's role or roles.

Personal User Registration Click this link to establish a personal user ID. When a site
visitor registers as a personal user, the system creates a
consumer record for that user.

Business User Registration Click this link to establish an ID as a contact for a company
that is already set up in PeopleSoft CRM. When a site visitor
registers as a business user, the system creates a contact record
that is associated with the customer that the visitor specifies.

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Visitors must provide customer codes and keys that their site
administrators give them for authentication purposes.

Website
When users first access the site, they are automatically logged in using the guest ID that you identify in
the configuration properties file. As long as that ID has the appropriate permissions, users can use the
site with limited access. Then, users can sign in with their own user IDs and passwords to further identify
themselves and acquire additional access.

For example, users who accesses the site as guests can access the product catalog but cannot view order
statuses. Once the users sign in, they can access both the product catalog and order statuses. Even after
users sign in with their own user IDs, the guest ID controls certain site characteristics such as the site
language.

Select a website Select a value to switch to a different ID. Depending on how

you define guest IDs, the IDs may control the site language, the
business unit whose data appears, or other site characteristics.
You can change the delivered field label to more accurately
reflect the guest ID options that you establish (for example, the
Select a Location field with United States, European Market,
and Asia values. If you have only one site, you can hide this
section from the user).

Related Links
Registering As Personal or Business Users
Understanding Customer Self-Service

Forgot Password - Email New Password Page

Use the Forgot Password - Email New Password page (RX_EMAIL_PSWD2) to answer a password hint
question to complete the request for a new password.

Navigation

Click the Continue button on the Forgot Password page.

To request a new password, enter your user ID and click Continue.

Forgot Password Page

Use the Forgot Password page (RX_EMAIL_PSWD) to request a password hint.

Navigation

Click the Lookup Password Hint link on the Sign In page.

You must correctly answer a personalized password hint question before the system creates and sends a
new password.

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Email Address The system displays your primary address, which is the address
to which the system sends the new password.

Email New Password Click after entering an answer to complete the request.

After you click this button, a confirmation page appears.

Registering As Personal or Business Users

This topic discusses how to register as either a personal or business self-service user.

Pages Used to Register As Personal or Business Users

Page Name Definition Name Usage

Sign In Page RX_LOGIN Sign in to PeopleSoft CRM self-service.

Personal User Registration Page RX_REGISTER Register as a personal user.

Business User Registration Page RX_REGISTER_REPCHK Identify the company for a business user.

Register as a Business User for RX_REGISTER_REP Register as a business user.

<Company> Page

Customer Registration Page RX_REGISTER_CSTCHK Register as an existing customer.

Customer Registration Page RX_REGISTER_CST Enter user ID and password information

to complete the process of registering as
an existing customer.

Registration Confirmation Page RX_REGISTER_CNFRM Review registration information.

Personal User Registration Page

Use the Personal User Registration page (RX_REGISTER) to register as a personal user.

Navigation

Click the Personal User Registration link on the Sign In page.

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Image: Personal User Registration page (1 of 2)

This example illustrates the fields and controls on the Personal User Registration page (1 of 2).

Image: Personal User Registration page (2 of 2)

This example illustrates the fields and controls on the Personal User Registration page (2 of 2).

When you click the Submit Registration button, the system creates a new user ID and a new consumer
record.

If a terms of service and privacy policy are set up for the self-service site, additional text containing links
to these policies appears on this page. Be sure to read the terms of service and privacy policy before
submitting the registration. By submitting the form, you are legally consenting to the terms in these
documents.

Business User Registration Page

Use the Business User Registration page (RX_REGISTER_REPCHK) to identify the company for a
business user.

Navigation

Click the Business User Registration link on the Sign In page.

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Image: Business User Registration page

This example illustrates the fields and controls on the Business User Registration page.

Set up keys on the Business User Registration Setup page. You give customers their company codes and
keys, and they share the information with users whom they want to register under their company codes.

When a user registers, the new contact record is associated with the company that you specify on this
page.

Note: When you set up a key, you can limit the number of times that it is used.

Related Links
Business User Registration Setup Page

Register as a Business User for <Company> Page

Use the Register as a business user for <company> page (RX_REGISTER_REP) to register as a business
user.

Navigation

Click the Continue button on the Business User Registration page.

See Personal User Registration Page.

Customer Registration Page

Use the Customer Registration page (RX_REGISTER_CSTCHK) to register as an existing customer.

Navigation

• Click the Create Sign In link on the Sign In page.

• Customer Registration, Customer Registration (in the employee portal for Higher Education users).

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Image: Customer Registration page

This example illustrates the fields and controls on the Customer Registration page.

Note: In addition to the self-service application, this page is also available in the employee portal to
Higher Education users who are associated with the right role and permission list to access the page.

See Self-Service Page Visibility.

If you already exist in the PeopleSoft CRM system as a customer or contact, you can register as a self-
service user. You must enter information that identifies you to the PeopleSoft CRM system before you can
complete the self-service registration process.

The fields that are available for entry on this page depend on how the user registration for existing
customers is set up.

Continue Click this button to access a page where you enter sign in
information, including user ID and password.

Registration Confirmation Page

Use the Registration Confirmation page (RX_REGISTER_CNFRM) to review registration information.

Navigation

Click the Submit Registration button on the Registration page or the Register as a business user for
<Company> page.

One of two buttons appear here, depending on what you were doing before you registered. Click Continue
Shopping to access the product catalog. Click Checkout to go directly to the checkout page.

The Continue button is not visible on the page for Higher Education users who access the page in the
employee portal, the Continue button is not visible.

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Selecting the Customers That Business Users Represent

This topic discusses how to select customers.

Page Used to Select the Customers That Business Users Represent

Page Name Definition Name Usage

Customer Selection Page CUST_SELECT Select customers for the current session.
This page is available for users that are
set up as brokers who buy for multiple
companies.

Customer Selection Page

Use the Customer Selection page (CUST_SELECT) to select customers for the current session.

This page is available for users that are set up as brokers who buy for multiple companies.

Navigation

Customer Selection >Customer Selection

Image: Customer Selection page

This example illustrates the fields and controls on the Customer Selection page.

Select a customer from the customer list.

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Maintaining Name and Sign-In Information

This topic discusses how to maintain name and sign-in information.

Pages Used to Maintain Name and Sign-In Information

Page Name Definition Name Usage

Manage Profile - Change Profile Info RX_NAME_SIGNIN Review and edit name, password
Page information, and privacy preferences.

Manage Profile - Change Name Page RX_NAME_CHNG Update name information.

Manage Profile - Change Password Page RX_PSWD_CHNG Enter passwords.

Profile - Change Password Hint Page RX_HINT_CHNG Enter password hints.

Manage Profile - Change Privacy RX_PREF_CHNG Select privacy options for screening
Preference Page communications.

Manage Profile - Change Profile Info Page

Use the Manage Profile - Change Profile Info page (RX_NAME_SIGNIN) to review and edit name,
password information, and privacy preferences.

Navigation

Manage Profile >Change Profile Info

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Image: Manage Profile - Change Profile Info page

This example illustrates the fields and controls on the Manage Profile - Change Profile Info page.

Note: In addition to the self-service application, this page is also available in the employee portal to
Higher Education users who are associated with the right role and permission list to access the page.

See Self-Service Page Visibility.

Maintaining Contact Information

This topic discusses how to maintain contact information.

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Pages Used to Maintain Contact Information

Page Name Definition Name Usage

Manage Profile - Default Addresses Page RX_PROFILE_DFLTS Manage default mailing, shipping, and
billing address information.

Manage Profile - Contact Information RX_ADR_MY_INFO Update primary contact information.

Page

Address Book - Create New Address RX_ADR_CUST_ADDR Create or update addresses that are
Page associated with the user.

Address Book - Update Address Page

Delete Confirmation Page RX_ADR_DEL_CONFIRM Confirm the deletion of the address,

phone number, or email address.

Manage Profile - Default Addresses Page

Use the Manage Profile - Default Addresses page (RX_PROFILE_DFLTS) to manage default mailing,
shipping, and billing address information.

Navigation

Manage Profile >Default Addresses

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Image: Manage Profile - Default Addresses page

This example illustrates the fields and controls on the Manage Profile - Default Addresses page.

Note: In addition to the self-service application, this component is also available in the employee portal to
Higher Education users who are associated with the right role and permission list to access the page.

See Self-Service Page Visibility.

Manage Profile - Contact Information Page

Use the Manage Profile - Contact Information page (RX_ADR_MY_INFO) to update primary contact
information.

Navigation

Click the Change Contact Information button on the Manage Profile - Default Addresses page.

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Image: Manage Profile — Contact Information page

This example illustrates the fields and controls on the Manage Profile — Contact Information page.

The Add New Address button transfers you to a page where you can add address information. The Add
New Phone and Add New Email buttons add a new row to the Phone or Email grid for you to enter the
new information. The user can edit their current phone numbers and email addresses directly on this page.

Maintaining Contact Address Books

This topic discusses how to maintain contact address books.

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Pages Used to Maintain Contact Address Books

Page Name Definition Name Usage

Address Book - View Addresses Page RX_ADR_CUST_INFO Review addresses that are associated with
the customer.

Address Book - View Contacts Page RX_ADR_CUST_CNTCT Review contacts that are associated with
the customer.

Address Book - Customer's Primary RX_ADR_CUST_DFLTS Review default contacts and addresses
Information Page that are used for specific purposes.

Address Book - Create New Address RX_ADR_REP_ADDR Add a new address for a contact.
Page

Address Book - Create New Contact RX_ADR_NEW_REP Create new contacts or new addresses for
Page the customer.

Address Book - Select Contact Page RX_ADR_USE_CNTCT Select new primary contacts for the
roles that appear on the Address Book
- Customer's Primary Information page
and to copy the contacts into new address
book entries.

Address Book (New Address) - Select RX_ADR_SEL_CUST_DF Select new primary addresses for the
Address Page address roles that appear on the Address
Book - Customer's Primary Information
page and copy the addresses into new
address book entries.

Address Book - Contact Information RX_ADR_REP_INFO Edit an existing contact's information.

Page

Address Book - Create New Address RX_ADR_CUST_ADDR, RX_ADR_ Add a new address for a customer. You
Page NEW_ADDR, RX_ADR_NEW_REP do not need to associate the address with
a specific contact.

Address Book - Update Address Page RX_ADR_CUST_ADDR, RX_ADR_ Modify existing addresses.
REP_ADDR

Delete Confirmation Page RX_ADR_DEL_CONFIRM Confirm that you want to delete an

address or contact. A deleted address is
removed from the contact's address book
but remains in the system with an end
date that is equal to the date on which it
was deleted.

Address Book - View Addresses Page

Use the Address Book - View addresses page (RX_ADR_CUST_INFO) to review addresses that are
associated with the customer.

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Navigation

• Manage Profile > Address Book

• Click the View Addresses link on the Address Book (view contacts) page or the Address Book -
Customer's Primary Information page.

Image: Address Book - View Addresses page

This example illustrates the fields and controls on the Address Book - View Addresses page.

Addresses that are associated with the customer appear on this page. If the address is associated with a
specific site, the site name appears as well.

Address Filter Select Show all addresses, Show billing addresses, Show
install-to site addresses, Show shipping addresses, or Show
sold-to addresses.

Billing, Shipping, and Sold To Primary appears in the appropriate column for the primary
billing, shipping, and sold-to addresses. Yes appears in the
appropriate column for additional addresses. To change a
company's primary addresses, access the Address Book -
Customer's Primary Information page.

Deleting Addresses
When you click the Delete link for an address, the Delete Confirmation page appears.

If the address is associated with a contact, you can select whether to delete the address for all contacts
who use this address or only for the current contact.

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If you delete the address for all contacts but the address is a default bill to, ship to, or sell-to address, the
system does not delete the address. Instead, the system removes any associations that contacts have to this
address.

Address Book - View Contacts Page

Use the Address Book - View Contacts page (RX_ADR_CUST_CNTCT) review contacts that are
associated with the customer.

Navigation

Click the View Contacts link on the Address Book - View Addresses page or the Address Book -
Customer's Primary Information page.

Image: Address Book - View Contacts page

This example illustrates the fields and controls on the Address Book - View Contacts page.

Contacts who are associated with the customer appear on this page.

Billing, Shipping, and Sold To Primary appears in the appropriate column for the primary
billing, shipping, and sold-to contacts. Yes appears in the
appropriate column for additional contacts. To change a
customer's primary contacts, access the Address Book -
Customer's Primary Information page.

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Address Book - Customer's Primary Information Page

Use the Address Book - Customer's Primary Information page (RX_ADR_CUST_DFLTS) to review
default contacts and addresses that are used for specific purposes.

Navigation

Click the View Customer's Primary Information link on the Address Book - View Addresses) or Address
Book - View Contacts page.

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Image: Address Book -: Customer's Primary Information page

This example illustrates the fields and controls on the Address Book - Customer's Primary Information
page.

The customer's overall primary contact and address and primary billing, shipping, and sold-to contacts
and addresses appear on this page. You can modify the contacts and addresses or select a new primary
contact and address.

Address Book - Create New Address Page

Use the Address Book - Create New Address page (RX_ADR_REP_ADDR) to add a new address for a
contact.

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Navigation

Click the Add New Address button on the Address Book - Contact Information page.

Image: Address Book - Create New Address page

This example illustrates the fields and controls on the Address Book - Create New Address page.

This page is similar to the Create New Address page.

Enter the new address information. If the address is a billing, shipping, or sold-to address, select the
appropriate address role check box.

Note: The Address Roles appear only for users who are contacts of companies, not for end consumers.

Address Book - Create New Contact Page

Use the Address Book - Create New Contact page (RX_ADR_NEW_REP) to create new contacts or new
addresses for the customer.

Navigation

Click the Add New Contact button on the Address Book - View Addresses page or the Address Book -
View Contacts page.

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This page is similar in use to page that is used to create new contact addresses, except that it contains
additional lines for you to enter contact information.

Contact Information
If the new contact is a billing, shipping, or sold-to contact, select the appropriate contact role check box.

Image: Address Book: Create New Address - Contact Information page

This example illustrates the fields and controls on the Address Book: Create New Address - Contact
Information page.

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Image: Address Book: Create New Address - Address Information page

This example illustrates the fields and controls on the Address Book: Create New Address - Address
Information page.

One use only - not a permanent Select to create a temporary contract and address just for the
address or contact corresponding transaction.

Note: This field appears only if you are adding a shipping

address.

Address Book - Select Contact Page

Use the Address Book - Select Contact page (RX_ADR_USE_CNTCT) to select new primary contacts
for the roles that appear on the Address Book - Customer's Primary Information page and to copy the
contacts into new address book entries.

Navigation

• Click a Replace link on the Address Book - Customer's Primary Information page.

• Click the Copy Existing Contact link on the Address Book - Create New Contact page.

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Image: Address Book - Select Contact page

This example illustrates the fields and controls on the Address Book - Select Contact page.

Address Book (New Address) - Select Address Page

Use the Address Book (new address) - Select Address page (RX_ADR_SEL_CUST_DF) to select
new primary addresses for the address roles that appear on the Address Book - Customer's Primary
Information page and copy the addresses into new address book entries.

Navigation

• Click a Replace link on the Address Book - Customer's Primary Information page.

• Click the Copy Existing Address link on the Address Book - Create New Contact page.

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Image: Address Book (new address)- Select Address page

This example illustrates the fields and controls on the Address Book (new address) - Select Address page.

Address Book - Contact Information Page

Use the Address Book - Contact Information page (RX_ADR_REP_INFO) to edit an existing contact's
information.

Navigation

• Click the Edit link on the Address Book - Customer's Primary Information page.

• Click the Edit link on the Address Book - View Contacts page.

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Image: Address Book - Contact Information page

This example illustrates the fields and controls on the Address Book - Contact Information page.

If the contact is a billing, shipping, or sold-to contact, select the appropriate contact role check box.

Click Edit or Delete to maintain the address for the contact-to-customer relationship. Click the Add New
Address button to enter a new address for this relationship.

Address Book - Update Address Page

Use the Address Book - Update Address page (RX_ADR_CUST_ADDR, RX_ADR_REP_ADDR) to
modify existing addresses.

Navigation

• Click the Edit link on the Address Book - Customer's Primary Information page.

• Click the Edit link on the Address Book - View Addresses page.

• Click the Edit link on the Address Book - Contact Information page for any contact who is associated
with one or multiple addresses.

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Image: Address Book - Update Address page

This example illustrates the fields and controls on the Address Book - Update Address page.

This page is almost identical to the Address Book - Create New Address page. Unless you are a contact of
a customer, the Address Roles are not visible.

Maintaining Consumer Contact and Address Information

This topic lists the pages that consumers use to maintain their contact and address information.

Note: These pages are similar in appearance and usage to the pages that are used to maintain address
information for contacts. You must be signed in as a customer to view these pages.

See Maintaining Contact Information.

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Pages Used to Maintain Consumer Contact and Address Information

Page Name Definition Name Usage

Change Profile Info Page RX_NAME_SIGNIN Review and edit name, password, and
privacy preferences.

Manage Profile - Default Addresses Page RX_PROFILE_DFLTS View and initiate update of the
consumer's default contact information,
shipping address, and billing address
information.

Manage Profile - Contact Information RX_ADR_MY_INFO Change the consumer's address, phone
Page number, and email address information.

Address Book - Customer's Primary RX_ADR_CUST_DFLTS Review the consumer's primary address,
Information Page primary billing address, and primary
shipping address.

Address Book - Select Address Page RX_ADR_SEL_CUST_DF Select a new address of any of the
address roles that appear on the Address
Book - Customer's Primary Information
page.

Address Book - Create New Address RX_ADR_CUST_ADDR Create or update addresses.

Page

Address Book - Update Address Page

Address Book - Delete Confirmation RX_ADR_DEL_CONFIRM Delete selected address.

Page

Maintaining Consumer Address Books

This topic lists the pages that consumers use to maintain their address books.

Note: These pages are similar in appearance and usage to the pages that contacts use to maintain their
address books. Differences in usage are explained below

See Maintaining Contact Address Books.

Pages Used to Maintain Consumer Addresses Books

Page Name Definition Name Usage

Address Book Page RX_ADR_CONSUMER Review addresses that are associated

with the consumer.

Address Book - Update Address Page RX_ADR_CUST_ADDR Modify addresses in the address book.

Address Book - Create New Address RX_ADR_NEW_REP Create addresses in the address book for
Page the consumer.

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Page Name Definition Name Usage

Address Book - new address - Select RX_ADR_SEL_CUST_DF Select addresses to copy into new
Address Page address book entries.

Address Book - Delete Confirmation RX_ADR_DEL_CONFIRM Confirm that you want to delete the
Page address, and select whether to delete it
for all users or the current user.

Address Book Page

Use the Address Book page (RX_ADR_CONSUMER) to review addresses that are associated with the
consumer.

Navigation

Manage Profile >Address Book

Image: Address Book Page for a consumer

This example illustrates the fields and controls on the Address Book page for a consumer.

Note: In addition to the self-service application, this page is also available in the employee portal to
Higher Education users who are associated with the right role and permission list to access the page.

See Self-Service Page Visibility.

If the address is associated with a contact, the contact's name appears in the name columns. If the address
is associated only with a consumer, the consumer's name appears in the name columns.

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Address Book - Delete Confirmation Page

Use the Address Book - Delete Confirmation page (RX_ADR_DEL_CONFIRM) to confirm that you
want to delete the address, and select whether to delete it for all users or the current user.

Navigation

Click the Delete link on the Address Book page.

When you delete a consumer address that is not associated with a contact, the system displays only the
Yes - Delete and No - Do Not Delete buttons on this page.

If the address is associated with a contact, you can select whether to delete the address for all contacts
who use this address or only for the current contact.

If you delete the address for all contacts but the address is a default bill to, ship to, or sell-to address, the
system does not delete the address. Instead, the system removes any associations that contacts have to this
address.

Viewing Internal Contacts

This topic discusses how to view internal contacts.

Page Used to View Internal Contacts

Page Name Definition Name Usage

Contact Directory Page WC_CONTACT_DIR View the names and contact information
of people in an organization who are
available for customers to contact for
assistance.

Contact Directory Page

Use the Contact Directory page (WC_CONTACT_DIR) to view the names and contact information of
people in an organization who are available for customers to contact for assistance.

Navigation

• Customer Care >Internal Contacts >Contact Directory

• Service Center >Internal Contacts >Contact Directory (in the employee portal for Higher Education
users).

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Image: Contact Directory page

This example illustrates the fields and controls on the Contact Directory page.

Click to open your email application to send an email message

to the corresponding contact using the listed email address.

Return to Customer Care Click to return to the parent folder (Customer Care).

For Higher Education users to return to the parent folder

(Service Center) of the Contact Directory page, use the
PeopleTools navigation path link on the top of the page.

Sending Contact Us Messages

This topic discusses how to send Contact Us messages.

Page Used to Send Contact Us Messages

Page Name Definition Name Usage

Contact Us Page WC_CONTACT_US Self-service users can send messages to

your organization.

Contact Us Page
Use the Contact Us page (WC_CONTACT_US) to self-service users can send messages to your
organization.

Navigation

Contact Us > Contact Us

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Image: Contact Us page

This example illustrates the fields and controls on the Contact Us page.

Note: In addition to the self-service application, this page is also available in the employee portal to
Higher Education users who are associated with the right role and permission list to access the page.

See Self-Service Page Visibility.

Each subject-topic combination is associated with a workflow action that you specify. The workflow
action sends a notification that alerts the recipient to the newly submitted message.

If you use the 360-Degree View feature, the system creates an interaction when the user sends the
message. In this situation, the notification normally includes a link to the new interaction.

If the user requests a confirmation email, the system sends a message based on the Contact Confirmation
email template. You cannot choose a different template for the confirmation email. You can, however,
modify the text of the template.

Live Chat with Agent

Expand this page region and click the Start Chat button to initiate a two way chat session with a support
agent.

This section appears if the page is chat-enabled on the Chat Enabled Page Setup page.

Related Links
Understanding Customer Self-Service
"Understanding PeopleSoft CRM Workflow" (PeopleSoft CRM 9.2: Automation and Configuration
Tools)

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"Understanding Self-Service Pagelets" (PeopleSoft CRM 9.2: Portal Pack)

Registering Products
This topic discusses how to register products.

Pages Used to Register Products

Page Name Definition Name Usage

Product Registration Page RF_PROD_REG_SRCH Register new or existing products.

Product Registration - Product RF_PROD_REG_DET Enter product registration information.

Registration Details Page

Product Registration Page

Use the Product Registration page (RF_PROD_REG_SRCH) to register new or existing products.

Navigation

Product Registration > Product Registration

Image: Product Registration page

This example illustrates the fields and controls on the Product Registration page.

The Product Catalog group box lists the catalogs that you can use for product registration. Depending
on how a catalog is set up, you can view a simple list of products, a list of product categories, or both.
Regardless of whether you need to browse through different levels to find a product, click a product link
to access the Product Registration - Product Registration Details page and submit the product registration.

Note: In addition to registering products in PeopleSoft CRM self-service, users can also contact CSRs,
who can register products for customers through the 360-Degree View.

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Related Links
Understanding 360-Degree View Setup
Understanding the 360-Degree View

Product Registration - Product Registration Details Page

Use the Product Registration - Product Registration Details page (RF_PROD_REG_DET) to enter
product registration information.

Navigation

Click a product link in the Your Existing Products group box or the New Product group box (after
locating the product from product catalogs) on the Product Registration page.

Image: Product Registration Details page

This example illustrates the fields and controls on the Product Registration Details page.

The Registration group box displays the name of the product that you selected from the catalog, as well as
the installed product fields that you selected during setup to appear for product registration purposes.

Administrators can define the fields that appear on this page by using the Product Registration Setup
page. Modify these fields for a specific product on the Installed Product page in the Product Definition
component. Also, when defining these fields, you can specify whether a user can modify the field value
on existing installed products.

In this example, self-service users can enter the serial ID, purchase date, site, location details, and
comments for the registration. When the product registration is submitted successfully, the system
displays a record of it with the date of registration in the Your Existing Product group box. The system
updates the associated installed product with the information that the user entered during product
registration. If it is a new product, the system creates an installed product with a status of Installed.

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Submit Click to submit and save the product registration. The system
automatically populates the registered date with the current
system date when you submit the registration.

Cancel and Return Click to return to the Product Registration page.

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Chapter 22

Working with Contacts

Understanding Contact Management

Contact management enables salespeople (or relationship managers) to manage contacts, tasks, and
calendars across all of their accounts by using an easy and intuitive user interface. Relationship managers
can:

• Add system contacts to their list.

• Create and manage contact groups.

• Send an email message to selected contacts.

• Create tasks, schedules, and call reports for selected contacts.

This feature focuses on shared contacts. The contacts entered and viewed are enterprise contacts and do
not include a user’s personal contacts or contacts that are private in any manner. This means that all users
can access the contacts and can add the same contacts to their list.

To add private data for a contact that is visible only to you, use the user-defined fields within the Person
component.

See "Understanding Persons" (PeopleSoft CRM 9.2: Business Object Management).

Call Reports
Sales call reports document a contact event such as a meeting, demonstration, or phone call. They are
always produced after the event and are follow-up memos documenting the attendees and what took place
during the event.

Contact Management Toolbar

PeopleSoft CRM provides a toolbar that is on every Contact Management page. This toolbar enables you
to transfer between Contact Management pages and perform commonly used actions for your contact list.
You can also access accounts, tasks, and calendars by using the toolbar.

Related Links
"Leads and Opportunities" (PeopleSoft CRM 9.2: Sales)
Understanding Task Management
Understanding Calendars

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Managing Contacts
This topic discusses how to:

• Access contacts.

• Enter additional filtering criteria.

• Modify columns that appear on the contacts list.

• Personalize the search filter.

• Add existing contacts to the contacts list.

• Add contacts to the system.

Pages Used to Manage Contacts

Page Name Definition Name Usage

My Contacts Page RD_CONTACTS Access contacts to perform various

actions for the contacts.

Personalize Filter Settings Page RB_FILTER_PERS Configure settings for contact search.

Notification Page RD_EMAIL_CNTCT Send an email notification to selected

recipients and members of selected
contact groups on the Outbound
Notification page.

My Contacts - Search Contacts Page RD_IMPORT_CONTACTS Search for contacts that are already
defined in the system and select one or
more to add to the My Contacts list.

Remove Contacts Page RD_REMOVE_CNTCT Remove one or more contacts from the
My Contacts and all contact groups to
which the contact belongs.

Person Page RD_PRSN_PRIMARY Add a contact to the system.

My Contacts Page
Use the My Contacts page (RD_CONTACTS) to access contacts to perform various actions for the
contacts.

Navigation

My Contacts

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Image: My Contacts page

This example illustrates the fields and controls on the My Contacts page.

Use the letters that appear below the View Contacts field as an index to select the starting letter of the
contact names to view. You can modify the way the index appears: for example, you might define the
index letters as A-C, D-F, and so forth.

See Defining Alpha Indexes.

View Contacts Select a contact group to view.

Advanced Filter Click this link to enter additional criteria by which you can filter
the contact list.

Select Select one or more contacts for which to perform a specified

action.

Check All / Clear All Select to select all listed contacts or to clear all selected
contacts.

Note: This option selects or clears only the contacts on the page
that currently appears.

Action Select the action to perform for the selected contacts.

For example, if you select Email Contact(s), then the system

displays an email page that is pre-addressed to all of the selected
contacts.

Actions are:

• Add Call Report for Contact(s)

• Add Contact(s) to Group

• Add Task for Contact(s)

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• Email Contact(s)

• Remove Contact(s)

Security Considerations
The system provides safeguards against users viewing contact information for which they are not
authorized:

• For users that do not have access to all companies that are defined in the system, the company column
is blank.

• For users that do not have access to worker information, the worker home phone and worker home
address columns are blank, even if they are visible to other users.

Advanced Filter Section

The default search filter is a basic one. However, you can enter criteria for a more advanced contact
search.

Navigation

Click the Advanced Filter link (beside to theView Contacts field) at the top of the My Contacts page, to
toggle from the (default) basic filter to the advanced filter section.

Image: My Contacts: Search page - Advanced Filter section

This example illustrates the fields and controls on the My Contacts: Search page - Advanced Filter
section.

Enter one or more search criteria to filter the results by the criteria entered.

Note: Unless the signed-on user has access to all companies, they aren't able to search for a contact based
on the company criteria.

Show in Results Select one or more roles to display only contacts for which you
have the selected role(s). For example, select View as Account
Owner to show only the contacts for customers where you are
the account owner.

Personalize Filter Click this link to access the Personalize Filter Settings page
where you can configure settings for the contact search.

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Personalize Column and Sort Order Popup Window

Use the Personalize Column and Sort Order popup window to manage your search results display
(column appearance and sort order).

Navigation

Click the Personalize link in the Contacts section title bar (beside the Find and View All inks) on the My
Contacts page.

Image: Personalize Column and Sort Order popup window

This example illustrates the fields and controls on the Personalize Column and Sort Order popup window.

The columns that appear on the My Contacts list are shown in the Column Order list box. You can select a
column and rearrange its order, hide it, or use it as a sort column.

Some predefined columns (Home Address, Address, State, Postal, Employer, Cell Phone, and Home
Phone) are not included in the column order and sort order that appear on this page. To set up the contact
list so that you can view those columns, click the Personalize Filter link on the Advanced Filter page.

Personalize Filter Settings Page

Use the Personalize Filter Settings page (RB_FILTER_PERS) to configure settings for contact search.

Navigation

Click the Personalize Filter link near the bottom of the My Contacts page when the advanced filter section
is enabled.

Note: The Personalize Filter link appears on the My Contacts page only when the advanced filter in
enabled.

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Image: Personalize Filter Settings page (1 of 2)

This example illustrates the fields and controls on the Personalize Filter Settings page (1 of 2).

Image: Personalize Filter Settings page (2 of 2)

This example illustrates the fields and controls on the Personalize Filter Settings page (2 of 2).

The Personalize Filter link is available in the Filter section that appears when you click the Advanced
Filter link on the My Contacts page.

My Contacts - Search Contacts Page

Use the My Contacts - Search Contacts page (RD_IMPORT_CONTACTS) to search for contacts that are
already defined in the system and select one or more to add to the My Contacts list.

Navigation

Click the Search Contacts link on the My Contacts toolbar.

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Image: Search Contacts page

This example illustrates the fields and controls on the Search Contacts page.

This page initially appears with only the search fields visible. The results of the search appear in the
contacts list. You can select one or more contacts to add to the My Contacts list.

You can also add contacts to the contact list from the contact list from these components:

• 360 Degree View

• Person

• Company

• Site

To automatically insert contacts to the contact list, specify Yes in the Auto Insert to My Contacts field that
is available on the Sales page of the User Preferences component.

If this flag is set to Yes for a user, a user can click the Add to My Contacts toolbar button on the Company,
Site, Person, Lead, or Opportunity components to add contacts on that component to the user's My
Contacts list.

Contacts of a customer (company or consumer) are added to the customer account owner's and team
members' contact lists. Contacts of a company's child companies can be added to the account owner's
contact list. Contacts of leads and opportunities can also be added to the contact lists for the lead or
opportunity team members.

Related Links
Sales Page

Person Page
Use the Person page (RD_PRSN_PRIMARY) to add a contact to the system.

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Navigation

Click the Add Contact link on the My Contacts toolbar.

Image: Person page

This example illustrates the fields and controls on the Person page.

When you access the Person page from the contact management toolbar, any contact that you add to the
system is automatically added to your contact list.

Related Links
"Understanding Persons" (PeopleSoft CRM 9.2: Business Object Management)

Maintaining Contact Groups

This topic discusses how to maintain contact groups.

Pages Used to Maintain Contact Groups

Page Name Definition Name Usage

Group Management Page RD_GROUP_MGT Manage contact groups.

Group Selections Page RD_CNTCT_GRP Add or remove contacts of a contact

group.

Group Information Page RD_GROUP_MGT Maintain groups and group membership.

Group Management Page

Use the Group Management page (RD_GROUP_MGT) to manage contact groups.

Navigation

Click the Group Management link (scroll to the right) in the Contacts toolbar on the My Contacts page.

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Image: Group Management page

This example illustrates the fields and controls on the Group Management page.

Group Name Click a listed group to open the Group Information page for the
group.

Add a Group Click this button to access the My Contacts - Group Information
page and add group details and members to the group.

Group Selections Page

Use the Group Selections page (RD_CNTCT_GRP) to add or remove contacts of a contact group.

Navigation

With one or more contacts selected on the My Contacts page, select Add Contact(s) to Group in the
Action field. Click the Go button.

Image: Group Selections page

This example illustrates the fields and controls on the Group Selections page.

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Select Click this button to access the Group Information page where
you can add or remove contacts of the group.

Group Information Page

Use the Group Information page (RD_GROUP_MGT) to maintain groups and group membership.

Navigation

With at least one contact selected, select Add Contact(s) to Group, and click Go.

Image: Group Information page

This example illustrates the fields and controls on the Group Information page.

To add a member to the current group, enter first and last names of the contact and click the Select button.
If more than one matching contact is returned, the system takes you to the Search for Contact page where
a list of contacts with names beginning with the characters you entered are displayed. Select one or more
contacts and click the Select button to add them to the current contact group.

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Chapter 23

Working with Tasks

Understanding Task Management

Task management enables users to plan and manage the day-to-day activities that are associated with
managing sales, service, and support activities.

Tasks are associated with workflow items that are triggered by PeopleSoft CRM transactions, such as
leads and opportunities. If a transaction triggers a workflow item that assigns a task to a user, than that
task appears in the user's task list and the user's calendar. If the task is for a meeting, the task appears
in the user's meeting list. You access task lists, calendars, and meeting lists using the My Tasks and My
Calendar pages.

Users can access their task list directly from the left-hand menu or by clicking a toolbar button that
is available on the My Contacts and My Calendar pages. Additionally, users can view tasks that are
associated with a transaction or component.

You can create tasks from these components.

• Lead

• Opportunity

• Change Management

• Case

• Service Order

Details of a task that appear on the My Tasks, My Calendar, or My Meetings page are available by
clicking the task name.

Task Types
PeopleSoft CRM provides these task types when the application is first installed:

• All Day Event

• Appointment

• Change Activity

• Change Approval

• Change Meeting

• Holiday

• Follow-up

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Working with Tasks Chapter 23

• Meeting

• Phone call

• Reminder

• Service Order

• Summary

• To-do

You can also set up additional task types.

See Setting Up Task Management.

Task Management Process

A task owner creates a task and assigns it to one or more persons. A notification is then sent to each of the
assignees that a task is assigned to them, and the task appears in the assignee's task list. The assignee can
either accept or decline the task. The owner is notified when the assignee marks the task as completed.

The task owner can reassign a task for any of the assignees. An assignee can reassign a task that is
assigned to them. When a task is reassigned, the system sends a notification to the new assignee that
the task is assigned to them. When the new assignee accepts or declines the task, the system notifies the
owner.

This diagram shows the task management process:

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Chapter 23 Working with Tasks

Image: Task Management Process Flow

This diagram shows the task management process.

Personal Information Managers

You can synchronize tasks between the PeopleSoft CRM database and personal information management
(PIM) systems such as Microsoft Outlook and Lotus Notes.

See your current Infosync Server documentation for more information.

Task Folders
Users can organize their tasks using folders. Five standard folders are available; users can additionally
create their own personal folders. Personal folders are used only for entries from a user's individual set
of tasks, not for tasks from a group or from a user's direct reports. Clicking a folder name displays the
contents of that folder. A yellow highlight indicates the currently selected folder.

These are the standard folders:

• The My Tasks contains all tasks owned by or assigned to the user that have not been moved to another
personal folder

• The All My Tasks folder is a combination of My Tasks and other user-defined (personal) folders. It
contains the tasks that appear under My Tasks and all user-defined folders.

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Working with Tasks Chapter 23

It does not include items from the Group Tasks, Direct Reports, or My Sales Team folders.

• The Group Tasks folder contains tasks that are owned by a provider group without an individual
owner. Only entries from the provider groups to which the user belongs are shown.

This folder appears only if the user belongs to at least one provider group.

• The Direct Reports folder contains the tasks owned by, assigned to or delegated to direct reports.
By default, the tasks of all the direct reports along with their delegated tasks will show up under this
folder

This folder appears only if the user has direct reports. The Direct Reports folder will not, however,
show the user's personal tasks.

When viewing the Direct Reports folder, users have access to a drop-down list box for selecting a
specific employee and filtering the task entries accordingly.

• The My Sales Team folder contains the tasks owned by, assigned to or delegated to members of your
sales team.

This folder appears only if the user is the leader of a sales team (as defined by the Territory Tree).

When viewing the My Sales Team folder, users have access to a drop-down list box for selecting a
specific employee and filtering the task entries accordingly.

• The Delegated folder contains any tasks that have been delegated to that user. Delegation of a user's
tasks is defined on the Task Options page.

Users can create, rename, and delete personal folders at will. However, if a user attempts to delete a
folder that is not empty, an error message tells the user to move the folder contents elsewhere (to another
personal folder or to the inbox) first.

Note: The My Tasks, All My Tasks, Group Tasks, Direct Reports, My Sales Team, and Delegated folders
cannot be deleted or renamed

The toolbar on the My Tasks page includes a button that a user clicks to display the number of items in
each folder. The folder count appears in parentheses next to the folder name. The system, however, does
not provide folder counts for the Group Tasks, My Sales Team, Direct Report, or Delegated folders. For
performance reasons, the folder counts are not updated continuously.

By default, the system hides folder counts when the page first appears. After they are displayed, however,
they remain visible as long as the user remains on the page. To hide folder counts, users must navigate to
the My Tasks page again.

Important! Folder counts are only as current as the most recent time that the user clicked either the
Folder Counts toolbar button or the Refresh toolbar button.

Related Links
"Leads and Opportunities" (PeopleSoft CRM 9.2: Sales)
"Understanding the Company Component" (PeopleSoft CRM 9.2: Business Object Management)
"Understanding Persons" (PeopleSoft CRM 9.2: Business Object Management)
Setting System-Wide Security Options

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Chapter 23 Working with Tasks

Understanding the 360-Degree View

Setting Up Task Management

To set up task management, use the Task Priority (RB_TSK_PRIORITY) and Task Type
(RB_TSK_TYPE) components.

This topic lists the pages used to set up task management.

Note: Your PeopleSoft Application Administrators can control and modify access to all PeopleSoft CRM
pages, including those that are used for Task Management, through the standard PeopleTools security
using roles, permission lists, and user IDs. Documentation for this security administration is provided in
PeopleTools: Security Administration product documentation.

Pages Used to Set Up Task Management

Page Name Definition Name Usage

Task Type Page RB_TSK_TYPE Define task type codes that enable the
user to categorize tasks.

Task Priority Page RB_TSK_PRIORITY Define task priority codes that enable the
user to designate a priority for tasks.

Task Group Template Page RB_TSK_GRP_TPL Define task group templates and task
durations.

Clone Template Page RB_CLONE_TXN_SEC Specify a new template name to be

created from the current template.

Reset SYNCIDs Page RB_TSK_SR Reset invalid sync IDs between tasks and
their corresponding CRM transactions.

Task Type Page

Use the Task Type page (RB_TSK_TYPE) to define task type codes that enable the user to categorize
tasks.

Navigation

Set Up CRM > Common Definitions > Task Management > Task Type > Task Type

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Working with Tasks Chapter 23

Image: Task Type page (1 of 2)

This example illustrates the fields and controls on the Task Type page (1 of 2).

Image: Task Type page (2 of 2)

This example illustrates the fields and controls on the Task Type page (2 of 2).

Task Type
The options you select on this page control the options that are available on the Task Detail page.

Task Type Enter the type of the task.

Application Usage Select the application where the task type is used. A value of
All Applications indicates a universal type that is available to all
applications.

Active Select to make the task type active. Users can only create tasks
for active task types.

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Chapter 23 Working with Tasks

To Accept Task Select to indicate whether all of the assignees need to work on
the task or only one assignee needs to work on the task when the
task is assigned to multiple people.

Pencil In (Mark as free Time) Select to indicate that the task duration is not treated as busy
time by the Assignment Engine.

Record Attendance Select to enable recording of attendance.

If this is selected, the Task Details page shows a column of

check boxes in the Invitee/Assignee grid for users to indicate
whether the Invitee/Assignee attended the meeting. This check
box is usually selected for meeting task types.

Show Repeating Options Select to enable the user to select the frequency and time period
in which this task repeats.

Do not show in Calendar Select to suppress the task from the user's calendar.

This option is cleared by default.

Note: The task appears in the user's calendar only if this option
is cleared and the user enters a start and end date and time for
the task.

Show Assigned to Grid and Label for Select to have the assigned to grid appear on the Task Detail
Assigned to Grid page.

If you select Show Assigned to Grid, then the Label for

Assigned to Grid field becomes enterable for you to change the
grid label that appears on the Task Details page. By default,
the system displays Assigned To. This value comes from the
message catalog.

Show Invitation Type Select to have the Invitation Type column appear in the Invitees
grid on the Task Detail page.

Show Contacts Grid and Label for Select to have the contacts grid appear on the Task Detail page.
Contacts Grid
If you select Show Contacts Grid, then the Label for Contacts
Grid field becomes enterable for you to change the grid label
that appears on the Task Details page. By default, the system
displays Contacts. This value comes from the message catalog.

Label for Assign Button Select a value to change the label for the Assign Button that
appears on the Task Details page. By default, the system
displays Assign. This value comes from the message catalog.

Show Task in Task List Select to have the task appear in the task list for the task owner
and all assigned users.

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Note: Do not select this option for the Task Type of Service
Order, since Service Order activities should be viewed and
updated directly from the Service Order component, not from
the Task List.

Show Provider Group Select to have the Provider Group field appear in the Task
Details page.

View or Link Transactions Select to have the View or Link Related Objects link appear on
the Task Detail page when the user adds a task of this type.

Note: Do not select this option for the Task Type of Service
Order, since the link has not been designed to work on the Task
Detail page for that Task Type.

Calendar Image Enter the name of the image that identifies the task type in the
task list and calendar.

See “Using PeopleTools Utilities” in PeopleTools: System and Server Administration product
documentation.

Field Display Options

Start Date Required, End Date Select the fields that are required for this task type.
Required, Start Time Required,
End Time Required, and Location
Required

Start Date Visible, End Date Visible, Select the fields that are visible for this task type. If you indicate
Start Time Visible, End Time that a field is required, you must also indicate that it is visible.
Visible, and Location Visible However, a field can be visible but not required.

PIM Integration Options

This section is not used by the CRM system.

Task Priority Page

Use the Task Priority page (RB_TSK_PRIORITY) to define task priority codes that enable the user to
designate a priority for tasks.

Navigation

Set Up CRM > Common Definitions > Task Management > Task Priority > Task Priority

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Chapter 23 Working with Tasks

Image: Task Priority page

This example illustrates the fields and controls on the Task Priority page.

Code Enter a code to identify the task priority.

Default Select one priority as the default for all tasks.

Active Select to indicate that this task priority is active. Only active
priorities are available to assign to tasks.

Image Name Select the image that represents the priority visually. If defined
for a task priority, the image appears on the My Tasks list for
each task that has that priority.

Related Links
Task Details Page

Task Group Template Page

Use the Task Group Template page (RB_TSK_GRP_TPL) to define task group templates and task
durations.

Navigation

Set Up CRM > Common Definitions > Task Management > Task Group Template > Task Group
Template

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Image: Task Group Template page: Type tab

This example illustrates the fields and controls on the Task Group Template page: Type tab.

Task group templates ensure that all tasks that must be completed to accomplish the goal that is assigned.
For example, the task group Install Hardware might consist of three tasks: Installation, Test Install, and
Installation Acceptance. This is particularly useful when the tasks are performed by different people with
different reporting relationships.

When a user schedules a task group, the task group template creates and assigns each task within the
group.

Task Group
Active Select to activate the group template.

Application Usage Select the application or component for which the group
template can be used. Values are:

• All Applications

• Change Management

• Field Service

• HR Helpdesk

• HelpDesk

• Higher Education

• Lead

• Marketing Events

• Opportunity

• Personal Information Mgmt (personal information

management)

• Sales

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Chapter 23 Working with Tasks

• Support

Note: If you select Change Management, HelpDesk, HR

HelpDesk, or Support the system displays the Duration tab. You
can use this page to enter offset days, duration days, and start
and end times. For Change Management, you enter only days,
hours and start use codes.

Task Group Template - Type

Use this section to add tasks to the group template. For each task, specify default values that pertain to the
selected usage: task type, priority, task name (subject), provider group, task owner, assignee, location, and
task description (for Change Management, HR Helpdesk, HelpDesk and Support). These values appear as
default when the corresponding group template is selected at runtime and are can be updated.

Note that the Provider Group column will only be visible and editable on a row if the corresponding Task
Type definition has been configured to show this field.

Note: If the default task owner and assignee are not specified in the task group template, at runtime, the
logged on user becomes the default task owner and no assignees are pre-populated. The owner can update
task information, add and delete task entries as necessary.

Duration
Image: Task Group Template page: Duration tab

This example illustrates the fields and controls on the Task Group Template page: Duration tab.

Use this tab on the Group Template page to specify a duration for each task. If the task type requires a
start or end time (for example, meetings), you must enter these fields. The specific fields that appear on
this page are dependent on the task type. This tab appears only when you select Change Management,
HelpDesk, or Support from the Application Usage field.

Offset Days This field appears only if you selected HelpDesk, or Support in
the Application Usage field.

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Enter the number of days that are added to the plan start date
to derive the task start date. The task end date is derived from
adding the Duration Days to the task start date.

Duration Days, Start Time and End Enter the number of days a task should take as well as the start
Time and end times for each task.

Start Use Code This field appears only if you selected Change Management in
the Application Usage field.

Select one of these values to indicate when a task should start:

• Current Phase Start

• Next in Sequence

• Prior Phase Start

• Prior Task Start

Reset SYNCIDs Page

Use the Reset SYNCIDs page (RB_TSK_SR) to reset invalid sync IDs between tasks and their
corresponding CRM transactions.

Navigation

Set Up CRM > Common Definitions > Task Management > Reset SYNCIDs

Image: Set SYNCIDs page

This example illustrates the fields and controls on the Set SYNCIDs page.

Use this page to reset invalid sync IDs of the specified type of transactions. Task management uses sync
IDs to associate tasks and CRM components from which these tasks are created.

Warning! In PeopleSoft CRM, sync IDs are used as unique foreign key references to transactions. If you
must reset sync IDs, use this page instead of the PeopleTools’ Set Sync IDs utility.

Transaction Type Select the type of transactions you want to reset the sync IDs.

Record (Table) Name Enter the name of the record containing the sync IDs that you
want reset for the specified transaction type.

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Chapter 23 Working with Tasks

For example, if you select Lead as the transaction type, enter

RSF_LEAD as the record (table) name. For the Opportunity
transaction type, enter RSF_OPPORTUNITY as the record
(table) name.

Reset All SyncIDs Select to assign a new sync ID (a value that is greater than zero)
for each transaction of the selected transaction type, regardless
of whether the transaction currently has a sync ID, or the sync
ID is a valid one.

If this option is clear, the system only resets invalid sync IDs,
which are either null or zero in value.

Reset Click to start the sync ID reset process.

Managing Tasks
This topic lists common elements and discusses how to manage tasks.

Pages Used to Manage Tasks

Page Name Definition Name Usage

My Tasks Page RB_TSK_MY_TASKS View the list of tasks that are assigned to
you. You can select a task and view its
details or add a task.

My Tasks - User Options Page RB_TSK_PREF_SEC Set defaults for tasks that you create and
for how the My Tasks list appears.

Task Details Page RB_TSK Create a task or update task details.

Task Repeating Options Page RB_TSK_REPEAT_SEC Specify the frequency with which a task
repeats. This page is accessible only if
you select the Show Repeating Options
check box for the task type on the Task
Type page.

My Tasks - Notes Page RB_TSK_NOTE View or add notes to a task.

Related Objects for the Task Page RB_TSK_TXNS Link related transactions to a task.

Common Elements Used in Managing Tasks

History The History drop-down list box displays a list of the task
management pages that you accessed during the current session.
Select a listed page to transfer to that page.

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My Tasks Page
Use the My Tasks page (RB_TSK_MY_TASKS) to view the list of tasks that are assigned to you.

You can select a task and view its details or add a task.

Navigation

My Tasks > My Tasks

Image: My Tasks page

This example illustrates the fields and controls on the My Tasks page.

Note: The My Tasks component has its custom setup for populating the grid with tasks and meetings, and
it does not support the automatic grid population options that are available in the Configurable Search
Setup (RB_FILTER_DEFN) component. The only grid initialization option that the My Tasks component
supports is Do not populate the grid, which is also its default option.
When you access the My Tasks page, items of the grid are displayed based on the default filter that
appears in the Tasks field. When you select a different filter, the system populates the grid with items that
meet the new filter criteria.

Toolbar
Click to show the number of active tasks in each personal folder.
The folder count appears as a number in parentheses after the
folder name. Folder count values will only be recalculated when
this button is clicked.

Folder counts do not appear for the Group, Direct Reports, My

Sales Team,or Delegated folders.

Click to access the My Tasks - User Options page, where you

can choose the default filter, default folder, and transaction type
for the task list, or delegate your tasks.

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Chapter 23 Working with Tasks

Formatting Conventions for Folders

Folder names have these formatting conventions:

• Orange highlight indicates the currently selected folder.

• Click the Folder Counts toolbar button to display task counts for folders. A number in parentheses
after the folder name indicates the total number of active tasks in the folder. Folder counts will only be
updated by clicking the Folder Counts toolbar button.

If you move the cursor over the folder name, pop-up text lists the number of unread entries in addition
to the total number of entries.

Folders
My Tasks Click to display task entries owned by or assigned to the user
that have not been moved to other folders. You can move task
entries into personal folders from the My Tasks view. You can
also move tasks from any previously created personal folder
back to the My Tasks folder or to another personal folder.

All My Tasks Click to display all task entries from the My Tasks folder and
any personal folders that you have created.

Direct Reports Click to display only the task entries of your direct reports (as
defined on the worker record). This folder appears only if the
current user has direct reports.

When you use the direct reports view of your task list, the Direct
Report drop-down list box appears so that you can further filter
the list to display only entries for a specific person whom you
supervise, or for all direct reports at once.

My Sales Team Click to display only the task entries of your sales team. This
folder appears only if the current user is a sales manager (as
defined by the Territory Tree).

When you use this view of the task list, the Team Member drop-
down list box appears so that you can further filter the list to
display only entries for a specific person on your team, or for all
team members at once.

Group Tasks Click to display only task entries that are associated with a
provider group to which you belong. This folder appears only if
the current user belongs to at least one provider group.

When you use the group tasks view of your task list, the
Provider Group drop-down list box appears so that you can
further filter the task list to display only entries for a specific
provider group to which you belong, or for all provider groups
at once.

Delegated Click to display only task entries that have been delegated to
you. This folder appears only if you have task items delegated to
you from other users.

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Working with Tasks Chapter 23

When you use the delegated view of your task list, the Delegator
drop-down list box appears so that you can further filter the task
list to display only entries for a specific person whose tasks have
been delegated to you.

My Folders
Add Click to access the My Tasks - Add Folders page, where you can
name and create a new personal folder.

Edit Click to access the My Tasks - Manage Folders page, where you
can rename or delete a personal folder. Note that you cannot
delete a folder that contains one or more active (open) tasks.

This button only appears if you there is at least one personal

folder to manage.

<Folder Name> Click to view the contents of a personal folder.

My Tasks
The task priority indicator appears as a column on the left of this grid if the default priority is not assigned
to the task. The task type icon appears in the column immediately to the left of the subject column.

See Task Priority Page, Task Type Page.

Use the following field to filter which tasks should be included in the search results:

Tasks Select a filter to view only tasks that meet the filter criteria. The
available filters are:

• All Open Tasks

• Meetings This Week

• Meetings Today

• Overdue Tasks

• Tasks This Month

• Tasks This Week

• Tasks Today

• Tasks Tomorrow

By default, all open tasks, appointments, and meetings appear

in the task list. You can click the Options button to select a
different default filter.

The search results (task list) grid displays the relevant tasks that fit the filter criteria for the search that has
just been executed, and includes these fields:

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Chapter 23 Working with Tasks

Priority Displays the task priority

Type Displays the task type of the task.

My Status Indicates whether the task is assigned to you and whether you
accepted or rejected the task.

Task Status Indicates the task status.

Contact Displays the primary contact for the task or meeting.

Owner Displays the task owner.

In addition to the search results, the following actions may be performed on any of the search results:

Complete Click this button to complete the selected task(s).

Reassign Click this button to reassign the selected task(s).

This button is enabled in all folders except the Group Tasks

folder. Before a Group Task can be reassigned, one of the group
members must take ownership.

Take Ownership This button is only enabled when viewing the Group Tasks
folder. When clicked, it will set the task owner to the currently
logged in user.

Move To, Go Move the selected task(s) to any other personal folder (My
Tasks or any user-defined folder).

The Move To drop down list and corresponding Go button are

only visible when in My Tasks or other personal folders.

A new task may be created by using the following fields:

Task Type Select a task type for the task you wish to add.

Add Task Click to add a task of the selected type.

Search
Expand the Search region of the My Tasks page.

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Image: My Tasks page [search area]

This example illustrates the fields and controls on the My Tasks page [search area].

Enter one or more search criteria to filter the results by the criteria entered. To modify the columns that
appear in the My Tasks grid, click the Personalize Filter link. On the Personalize Search Settings page,
select or clear the check box for the appropriate column.

Click to display a list of task statuses. Choose one or more

Task Status icon
statuses to filter the task list by those statuses.

Show in Results Select one or more roles to display only tasks for which you
have the selected roles.

Personalize Filter Click to access the Personalize Search Settings page, where you
can modify the columns that appear on the My Tasks grid.

My Tasks - User Options Page

Use the My Tasks - User Options page (RB_TSK_PREF_SEC) to set defaults for tasks that you create
and for how the My Tasks list appears.

Navigation

My Tasks

Click the Options toolbar button in the My Tasks component.

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Chapter 23 Working with Tasks

Image: My Tasks - User Options page

This example illustrates the fields and controls on the My Tasks - User Options page.

Use this page to personalize how tasks and calendar items appear in the My Tasks component and to set
defaults for tasks that you create. The Default Filter option controls which tasks appear in the task list
when you first access the component.

Note: You can also set these defaults under My Personalizations > General Options.

My Tasks
Default Filter Select the filter to determine the type of transaction that you
want to see when you first access your task list for a particular
browser session.

Default Folder Select the folder that you want to see when you first access your
tasks for a particular browser session.

Note: Changes to either of these settings will only appear on the My Tasks page after logging out and
back into the system.

Delegates
Use the Delegated By [Name] grid to delegate your task entries to another worker or to a provider group
for a specified period of time. Supervisors may also delegate the task entries of their direct reports. When
tasks are delegated to another worker, he or she will see your tasks in the Delegated folder on his or her
My Tasks page.

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Working with Tasks Chapter 23

Start Date Specify the start date for task delegation.

End Date Specify the end date for task delegation.

Task List Indicate the task list whose items you wish to delegate.

Note: This field only appears for supervisors, and allows them
to define delegation of their own tasks, the tasks of one of their
direct reports, or the tasks of all of their direct reports.

Delegate Type Indicate if you are delegating tasks to a provider group or to an

individual.

Name Specify the name of the provider group or of the individual to

whom you wish to delegate the tasks.

Task Type Indicate the task type that you wish to delegate.

Read Only Select this option to allow the delegated provider group or
individual read-only access to the tasks.

Note: A sales manager will have owner access even for tasks
delegated to his team members with read-only access.

Include Private Select this option to allow the delegated provider group or
individual access to your personal tasks.

Note: A supervisor may not delegate the personal tasks of a

direct report.

Use the Delegated By Supervisor grid to view any delegation of your tasks that has been made for you by
your supervisor. Workers cannot change these entries: they may only view them.

Task Details Page

Use the Task Details page (RB_TSK) to create a task or update task details.

Navigation

• Click a listed task on the My Tasks page.

• Click the Add Task toolbar button on the My Task page.

• Select a task type and click the Add Task button on the My Tasks page.

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Chapter 23 Working with Tasks

Image: Task Details page (1 of 2)

This example illustrates the fields and controls on the Task Details page (1 of 2).

Image: Task Details page (2 of 2)

This example illustrates the fields and controls on the Task Details page (2 of 2).

Task Details
Subject Enter the meeting subject that appears on the My Tasks list.

Task Type Select a task type if you access this page from the toolbar. If you
access this page from the My Tasks page, the system displays
the task type you select on the My Tasks page.

Status Select the status of the task from the list of available statuses:
Cancelled, Completed, In Progress, and Open.

Private Select to permit only the task owner to access task details.

Start Date, Start Time, End Date, Enter the starting and ending dates and times of the task.
and End Time

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Note: If a task already has a start date and an end date, changing
the start date (or start time) will also change the end date (or end
time) by an equal amount (to maintain the original duration of
the task). You may change this defaulted end date or time value,
if desired.

Provider Group Enter the name of the provider group that owns this task. A
task must be associated with a provider group or an individual
owner (or both).

Note: This will only be visible on a task if the corresponding

Task Type definition has been configured to display this field. If
this field is not visible for a particular task, a value in the Owner
field will be required.

Owner Name Enter the name of the individual task owner. The owner might
not actually perform the task, but is responsible for task
completion. If the task is also associated with a provider group,
then only members of that provider group will be available as
choices for the owner: otherwise any worker may be selected as
an owner.

Repeats Select the reoccurrence frequency for the task.

Options Click to access the Task Repeating Options page (RB_TSK_

REPEAT_SEC) configure the settings for the repeating task.

View or Link Related Objects Click to link a company, lead, opportunity, or referral to the
task. This link appears only if View or Link Transactions was
selected on the Task Type page. Clicking this link accesses the
Related Objects for the Task page (RB_TSK_TXNS) where you
can search for and select objects to link to the task.

Note: If you select a company, lead, opportunity, or referral on

the Related Objects for the Task page, the name of that object
appears as a link above the View or Link Related Objects link.
If you click the link, the system takes you to the page where
the object was originally established. If a company has one or
multiple contacts, the system still takes you to the Company
page.

Reminder If you want to receive a reminder for this task, enter the number
of days, hours, or minutes the reminder should send before the
task is scheduled to begin.

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Chapter 23 Working with Tasks

Note: If the reminder time for the newly created task is

within an hour from the current time, the task reminder is
sent immediately regardless of when the reminder time was
set originally. This occurs because the task reminder daemon
is programmed to pick up and process reminder emails that
are set between an hour before and an hour after the current
time. However, if the reminder is set to occur further than an
hour from the current time, the daemon sends the reminder as
specified.
For example, if the current time is 9 am, the task start time is
10 am, and the reminder is set for 10 minutes (09:50 am), the
reminder time falls in the time range within which the task
reminder daemon picks up and processes reminder emails
(8-10 am). In this case, the system sends the reminder email
immediately.
In another example where the current time is 9 am, the task start
time is 11 am, and the reminder is set for 10 minutes (10:50 am).
Since the reminder time does not fall in the time range within
which reminders are processed immediately (8-10 am), in this
case, the system sends the reminder email at the preset reminder
time.

<Invitees / Assignees>
The label of this grid changes depending on the task type. As delivered, the label is Invitees for the
Meeting task type and Assigned To for task types Activity, Approval, and Mtg.

The systems displays different information in this section based on how you configured the Task Type
page. You can add this grid to add task types or modify the labels using the Task Type page.

Display Name Enter the name of the person to whom the task is assigned or
who is invited to the meeting.

Reassign Click to replace the meeting invitee with another contact. The
system sends the new invitee an email. The system removes the
task from the original invitee's task list.

Create Click to create the meeting invitee as a contact in the CRM

system. For invitees who are not available in CDM, the Create
button is presented for you to add the invitee as a contact using
Quick Create.

Note: If CDM integration is enabled, the duplicate prevention

logic is triggered when you click the Create button. The
Evaluate Duplicate Person page appears if it finds duplicate
entries that resemble the contact you are about to add. You can
select an existing match from the list that returns, or choose to
create a new person record for that invitee in CDM.

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Working with Tasks Chapter 23

Role Select the person's role. The company name that the person
represents appear in the list, as well as other roles the person
has, such as Individual Consumer.

Status Indicates the status of the task assignee: Assigned, Accepted, or

Declined.

Attendance Select Absent or Attended. This field is available only if you

select Record Attendance on the Task Type page.

Invitation Type Select whether the invitation is Mandatory, FYI, or Optional

for the invitee. This column appears only if the Show Invitation
Type field is selected for this task type on the Task Type page.

Contacts
Primary Select to indicate that the contact who is listed in the row is the
primary contact for this task. There is only one primary contact
for a task, and the primary contact name appears for the task
when it is listed on the My Tasks page.

Adding an Invitee or Contacts

To add a person to either the Invitees grid or the Contacts grid, enter a first and last name below the grid
and click the Invite or Add button.

If the first and last name do not uniquely identify a person, the Search For Contact page appears. Select
one or more listed persons and click Select.

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Chapter 23 Working with Tasks

Image: Search For Contact page

This example illustrates the fields and controls on the Search For Contact page.

The selected persons are added to the task and you are transferred back to the Task Details page. You can
also enter new search criteria or return to the Task Details page without making any selections.

The task owner and assignee can reassign the task by changing the person name in the assignee box.

Related Links
Setting Up Task Management

My Tasks - Notes Page

Use the My Tasks - Notes page (RB_TSK_NOTE) to view or add notes to a task.

Navigation

Select the Notes tab on the Task Details page.

See Understanding Notes and Attachments.

Related Objects for the Task Page

Use the Related Objects for the Task page (RB_TSK_TXNS) to link related transactions to a task.

Navigation

Click the View or Link Related Objects link on the Task Details page.

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Working with Tasks Chapter 23

Image: Related Objects for the Task Page

This example illustrates the fields and controls on the Related Objects for the Task page.

When you select a transaction type, the text that appears next to the Add Transaction button changes to
reflect the transaction type.

Primary Select to designate that this is the primary transaction that is

associated with the task. The system displays this task on the
Task Details page in the field above the View or Link Related
Objects link.

Transaction Select a transaction type.

Add Transaction Select to choose a transaction from a list of transactions for the
selected transaction type.

Viewing Calendars
This topic discusses how to view calendars.

Pages Used to View Calendars

Page Name Definition Name Usage

<Daily, Weekly, or Monthly> Calendar RB_TSK_CALENDAR View or update a calendar.

of <Name> Page

<Daily, Weekly or Monthly> Team RB_TSK_CALENDAR View calendar entries for other
Calendar of <Name> Page individuals.

Another's Calendar for <Name> Page RB_TSK_CAL_SRCH Search for another person to view his or
her calendar.

Provider Group Calendar of <Name> RB_TSK_CALENDAR View a provider group's calendar.

Page

My Calendar - Options Page RB_TSK_PREF_SEC Set the default calendar view (daily,
weekly, or monthly).

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Chapter 23 Working with Tasks

<Daily, Weekly, or Monthly> Calendar of <Name> Page

Use the <Daily, Weekly, or Monthly> Calendar of <Name> page (RB_TSK_CALENDAR) to view or
update a calendar.

Navigation

• My Calendars

Click the Daily, Weekly, or Monthly toolbar buttons.

• My Tasks

Click the My Calendar toolbar button.

Click the Daily, Weekly, or Monthly link.

Image: <Daily, Weekly, or Monthly> Calendar of <Name> page

This example illustrates the fields and controls on the <Daily, Weekly, or Monthly> Calendar of <Name>
page, in this case, the Daily Calendar of Stu Marx.

See Understanding Calendars.

Another's Calendar for <Name> Page

Use the Another's Calendar for <Name> page (RB_TSK_CAL_SRCH) to search for another person to
view his or her calendar.

Navigation

On the daily, weekly, or monthly calendar, click the View Another's Calendar link.

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Image: Another's Calendar for <Name> page

This example illustrates the fields and controls on the Another's Calendar for <Name> page.

Select the Person's Calendar to View

Search for the person whose calendar you want to see. You can click a person's name to view their
calendar or refine the search criteria and search again.

Show in Results
Select one or more listed relationships. Only those persons who meet the search criteria and have the
selected relationships to you appear in the search results.

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Chapter 24

Working with Call Reports

Understanding Call Reports

Sales call reports document a contact event such as a meeting, demonstration, or phone call. They are
always produced after the event and are follow-up memos documenting the attendees, what took place
during the event, and any follow-up tasks.

You can view or add call reports directly to a company, consumer, contact, lead, opportunity, or task from
the Call Reports tab on these components. When you add a call report to a lead, opportunity, or task, the
call report is linked to the customer for the lead, opportunity, or task.

You can view call reports for a customer or contact from the Call Reports tab on the Customer 360-
Degree View page or access call reports directly from the left hand navigation. If you have licensed
PeopleSoft CRM Portal Pack, you can view your own call reports in the My Call Reports pagelet that you
can add to your home page by using the Personalize link

See PeopleSoft Portal Pack.

Working with Call Reports

This topic lists the pages used to access call reports and discusses how to add call reports.

Pages Used to Work with Call Reports

Page Name Definition Name Usage

Call Report Details Page RD_CALL_REPORT Add, search, or update a call report.

You can also navigate to the Call Report

Details page from the Call Reports
page in the Company, Person, Lead, or
Opportunity components.

Company - Call Reports Page RD_CALLRPT_LST_TXN View a list of call reports for a company.

Person - Call Reports Page RD_PRSN_CALL_RPTS View a list of call reports for a consumer
or contact.

Lead - Call Reports Page RSF_CALL_RPTS View or add call reports on a lead or
opportunity.
Opportunity - Call Reports Page

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Working with Call Reports Chapter 24

Page Name Definition Name Usage

Call Report Details - Related Objects for RD_CALLRPT_TXNS View a list of related objects (companies,
the Call Report Page leads, and opportunities) for the call
report or add a related object to the call
report.

Call Report Details Page

Use the Call Report Details page (RD_CALL_REPORT) to add, search, or update a call report.

Navigation

• Select a contact on the My Contacts page. Then select Add Call Report for Contact(s) in the Action
field and click Go.

• Sales >Add Call Report

• Sales >Search Call Reports

Image: Call Report Details page (1 of 2)

This example illustrates the fields and controls on the Call Report Details page (1 of 2).

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Chapter 24 Working with Call Reports

Image: Call Report Details page (2 of 2)

This example illustrates the fields and controls on the Call Report Details page (2 of 2).

General Information
Enter information that describes the event.

Event Type Select one of these values: Face to Face Meeting, Telephone, or
Other.

View or Link Related Objects Click to access the Related Objects for the Call Report page
where you can view or add related companies, leads, and
opportunities.

Add a Note and Notes Summary

Enter notes and attachments that relate to the event.

See Understanding Notes and Attachments.

Contacts
View the list of contacts that attended the event and designate the primary contact.

Email Call Report Select one or more contacts and then click this button to email
the call report to the selected contacts.

Note: You must save a call report before you can email it.

Add Contacts
You can add CRM contacts, if necessary, to this call report by entering first and last names.

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Follow Up Tasks
View the list of tasks associated with the event. When you create a follow up task for a call report, its
contacts are assigned as the contacts for the task by default.

Add Follow-Up Task Click to access the Task Details page.

See Understanding Task Management.

Call Report Details - Related Objects for the Call Report Page
Use the Call Report Details - Related Objects for the Call Report page (RD_CALLRPT_TXNS) to view a
list of related objects (companies, leads, and opportunities) for the call report or add a related object to the
call report.

Navigation

Click the View or Link Related Objects link in the General Information section on the Call Report page or
on the Call Report Details page.

Image: Call Report Details - Related Objects for the Call Report page

This example illustrates the fields and controls on the Call Report Details - Related Objects for the Call
Report page.

Select a related object; either Company, Lead, or Opportunity. The field to the right changes based on
your selection. Select the related object. Click the Add Related Object button.

Click the Return to Call Report Details link to go back to the Call Report Details page.

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Chapter 25

Working with Exchange Integration

Understanding PeopleSoft CRM and Microsoft Exchange

Integration
This topic discusses:

• PeopleSoft CRM and Microsoft Exchange integration.

• Synchronization of contacts.

• Synchronization of calendar entries.

• Use of category.

• Conflict resolution.

PeopleSoft CRM and Microsoft Exchange Integration

The PeopleSoft CRM and Microsoft Exchange integration provides enterprise users the ability to
synchronize contact and calendar data between CRM and Exchange (data in Exchange is accessible to
users through Microsoft Outlook). This integration is driven by Oracle Business Data Synchronization
Server (BDSS), an Oracle Fusion Middleware synchronization technology service that facilitates data
exchanges between different types of Personal Information Management (PIM) data stores, PeopleSoft
CRM and Microsoft Exchange in this case.

Through this integration, contacts that are added or updated from the CRM system are synchronized to
Microsoft Exchange and then Outlook. Calendar entries that are added, updated or removed from one
PIM system are synchronized to the other system. Data synchronization takes place behind the scenes and
requires no end-user intervention.

Data Synchronization Process Flow

BDSS is a synchronization service that enables server data stores to exchange and compare data. It is
the center of a hub and spoke architecture in which different PIM systems synchronize enterprise data
with one another through it. BDSS interacts with PIM systems using connectors, which are standard
communication interfaces between the hub (BDSS) and its spokes (PIM systems). As a synchronization
process begins, connectors pass changed data from PIM systems to BDSS to be processed. In the case
of PeopleSoft CRM, the PeopleSoft connector retrieves changed data for users from the CRM system
through the Contact and Calendar web services that the CRM system delivers. Data is then transformed
into a compliant format and passed to BDSS. At the end of the process, connectors write the synchronized
data that they receive from BDSS back to their PIM systems.

This diagram illustrates how data flows amongst BDSS and PIM servers in a synchronization process:

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Image: Data Flow between PeopleSoft CRM and Microsoft Exchange and Outlook in a
synchronization process

This example illustrates the fields and controls on the Data Flow between PeopleSoft CRM and Microsoft
Exchange and Outlook in a synchronization process.

Here is a sample synopsis of the synchronization process flow at runtime:

1. User Jane Doe updates a meeting of hers in her Outlook client.

User Stephen Ray creates a business contact in CRM.

2. The synchronization process is invoked in BDSS by a scheduler program as set up in the system.

BDSS performs a number of tasks for the synchronization process, which include:

• Identifying the list of users to be included in the process and verifying that they are available for
synchronization.

• Connecting to the CRM and Exchange connectors respectively, asking from each of the two
server systems for the set of records that have created or changed for each user since the last
synchronization.

Contact data from CRM is extracted based on the users included in the process, the last
synchronization date and time and the predefined dataset rules.

Calendar data from CRM is extracted based on the users included in the process and the last
synchronization date and time.

• Processing the data that was extracted from CRM and Exchange through their connectors.

Contact data from CRM is transformed to the Exchange-compatible format within the PeopleSoft
connector, and is compared with the contact data that is collected from Exchange in BDSS. The
comparison is done between contact pairs (for example, John Doe from CRM and John Doe from
Exchange) that are mapped by their record IDs. The mapping table is stored in BDSS. In case
of new contacts, no record ID mapping is available. New contacts are compared to Exchange

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Chapter 25 Working with Exchange Integration

contacts based on the predefined comparison fields (first name, last name and email address).
As there are no Exchange contacts to compare to, these new CRM contacts will be created in the
Exchange system later in the process.

Calendar data from CRM is transformed to a standardized internet calendar format (called iCal)
within the PeopleSoft connector, and is compared with the calendar data from Exchange in BDSS.
The remaining processing logic is similar between calendar entries and contacts.

• Resolving any data conflict that arise in the process, and preparing the result data set to be updated
in each PIM server.

As delivered, CRM records take precedence of Exchange records in case of data conflict.

• Passing the result data set to corresponding connectors.

3. CRM and Exchange connectors receive their result sets and update the contact and calendar
information for users in their servers accordingly.

4. The synchronization process is completed. User Jane Doe sees her updated meeting in CRM, and the
contact that user Stephen Ray created is now available in his Outlook application.

Refer to the installation guide for information on installing the PeopleSoft CRM Personal Information
Management Server and setting up synchronization in BDSS and PeopleSoft CRM.

See PeopleSoft Enterprise Customer Relationship Management Personal Information Management

Server Sync Installation Guide

Note: The CRM and Exchange integration, also known as PIM Server Synchronization, is a licensed
product offering. PeopleSoft CRM provides an installation option (called PIM Server Sync) for this
integration on the General Options page. You can, for informational purposes, turn it on to indicate that
the integration has been activated for the CRM system.

See General Options Page.

Scheduling of Data Synchronization

Oracle Business Data Synchronization Server provides a Java program (called DispatcherClient)
that initiates the data synchronization process and this program can be called from a command line
manually, or a scheduler program (for example, Windows' Scheduled Tasks or Oracle Enterprise Manager
Scheduler) to run automatically on a schedule. Refer to the BDSS documentation for more information on
scheduling data synchronization processes.

See Oracle Fusion Middleware Administrator's Guide for Oracle Business Data Synchronization Server

Users
To include users in the synchronization process, they need to be defined in both the BDSS and CRM
systems as part of the setup.

See Specifying PIM Users for Synchronization.

In addition, create a SuperUser in the CRM system. This user is served as an administrator user who has
all the necessary security privileges to facilitate data synchronization, including access to the contact and
calendar web services as it is being used to invoke these web services on behalf of PIM users at runtime.

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Working with Exchange Integration Chapter 25

Do not create the SuperUser as a PIM user in both systems, and do not make any calendar updates using
this SuperUser ID.

Refer to the installation guide for instructions on how to create PIM users and the SuperUser.

See PeopleSoft Enterprise Customer Relationship Management Personal Information Management

Server Sync Installation Guide, Setting Up Synchronization in BDSS and PeopleSoft CRM

Synchronization of Contacts
The CRM and Exchange integration enables you to synchronize contact information between them. This
table lists the actions and the directions of data flow that are supported when synchronization takes place:

Action From To Result

Add Contact CRM Outlook New contact added to Outlook

with the Peoplesoft category.

Outlook CRM Not synchronized to CRM.

Update Contact CRM Outlook Updated contact modified in

Outlook. The contact has the
Peoplesoft category.

Outlook CRM Updated contact (who was

originally created in CRM)
modified in CRM. The
contact has the Peoplesoft
category.

Contacts who were originally

created in Outlook are not
synchronized to CRM.

Delete Contact CRM Outlook Not synchronized to Outlook.

Outlook CRM Not synchronized to CRM.

Contact Creation
In PeopleSoft CRM, users access the My Contacts component to add new contacts to their own contact
list. When a synchronization session completes, users can see from their Outlook clients the contacts
that were created from CRM between the synchronization that was just finished and the one prior to
that. These contacts are tagged with the Peoplesoft category, a hard-coded filter criterion used to identify
data that is subject to synchronization. In addition to contacts on user's contact list, the synchronization
process also propagates to Outlook systems contacts that are referenced in leads and opportunities to
which the user is assigned. PeopleSoft leverages dataset rules to conclude the set of contacts that need to
be synchronized in Exchange for each user.

Note: Users in CRM can add contacts through other means, such as the Person component or any other
transactional pages that support the creation of contacts (using Quick Create), for example, Leads and
Opportunities.

Contacts created in Outlook are not synchronized to CRM.

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Chapter 25 Working with Exchange Integration

Contact Update
When users modify contact information, such as name, email address, phone and physical address, in
the CRM system, the same change is synchronized to Microsoft Exchange and reflected in the Outlook
clients for users who have access to those contacts based on dataset rules.

Similarly, contact updates made from Outlook are available in CRM after synchronization. However,
instead of overwriting old contact information with the new update, modified information is added as new
entry for contacts in CRM. Old contact information remains in the system. This behavior is similar to
making a modification to the contact phone and email information in the Lead or Opportunity component.

As mentioned previously, contacts created from Outlook are excluded from the synchronization process.
Therefore, the process supports updates of contacts who were originally created from CRM only; updates
of contacts that were created from Outlook are ignored. Contact updates coming from the Exchange
system are based on the sync data of BDSS (the BDSS hub knows which contacts were created originally
in the CRM system). Contact changes that have been synchronized to CRM from Outlook will be
synchronized back to all Exchange users who have access to the contacts.

Note: When adding phone numbers in Outlook, enter them in this format: xxx-xxx-xxxx. Do not include
spaces.
When adding addresses in Outlook, you must enter countries or regions for them to be synchronized to
CRM.

Contact Deletion
Contacts deleted in Outlook are not synchronized to CRM.

Contact records cannot be deleted from CRM, however, they can be removed from users' contact lists (on
the My Contacts page). Removal of contacts from a user's contact list is not synchronized to Exchange.

Contact Method Deletion

Removal of contact methods (for example, phone, email address, or physical address) from contacts in
CRM is synchronized to Exchange.

Use of Datasets to Filter Contacts for User's Outlook

To help control the distribution of data more effectively and shorten the time needed for data
synchronization, datasets are used as a data filtering mechanism in the synchronization process. Outlook
users receive a subset of contact data from the CRM system that pertains to their individual business use
based on dataset rules, which are a series of sub queries of views that select the newly added or updated
contact data that gets downloaded and updated in the Outlook system during synchronization.

PeopleSoft delivers these dataset rules under the RBP_CONTACTS dataset for synchronization on
contacts; any given user receives data updates on their Outlook applications for:

• Contacts that are created by the user.

• Contacts on leads in which the user is present.

• Contacts on leads that are created by the user.

• Contacts on opportunities in which the user is present.

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• Contacts on opportunities that are created by the user.

With these dataset rules in place, the user will not see any contacts that do not pertain to his or her work
on Outlook at the end of the synchronization.

The use of datasets does not apply to calendar entries.

Refer to “Using Datasets, Defining Dataset Rules” in the Active Analytics Framework product
documentation for more information on datasets.

Field Mapping
A field mapping identifies the field a piece of data gets extracted from the source system and the
corresponding field it gets displayed in the target system at the end of a synchronization run. This table
lists the delivered field mappings between PeopleSoft CRM and Outlook contacts:

Contact Name:

PeopleSoft Outlook

First Name First

Name Full Name

Last Name Last

Middle Name Middle

Title Job title

Contact Address (mapping applies to the Business, Home and Other types):

Address Type PeopleSoft Outlook

Business, Home, or Other Address 1 Street

Address 2 Street

Address 3 Street

Address 4 Street

City City

State State/Province

Country Country/Region

Postal ZIP/Postal code

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Note: Data from the Address 1, Address 2, Address 3 and Address 4 fields is merged into the Street field
during synchronization. Each PeopleSoft address line appears as separate lines in the Street field. When
Outlook addresses are synchronized to the CRM system, data in the Street field is parsed into Address 1,
Address 2 and Address 3 fields respectively.

Contact Phone Number (mapping applies to the Business, Home and Cellular and FAX types):

Phone Type PeopleSoft Outlook

Business Number Business Local number

Home Number Home Local number

Cellular Number Mobile Local number

FAX Number Business Fax Local number

Contact Email (mapping applies to the Business type):

Email Type PeopleSoft Outlook

Business Email Address E-mail

Additional Fields:

PeopleSoft Outlook

Customer Company

If a contact is associated with multiple customers (companies),

names of these companies are concatenated (separated by
semicolons) into the Company field in the Exchange system
after synchronization.

Department Department

Synchronization of Calendar Entries

The CRM and Exchange integration enables you to synchronize calendar entries between them. This table
lists the actions and the directions of data flow that are supported when synchronization takes place:

Note: Invitees in CRM are called attendees in Outlook.

Action From To Result

Add Calendar Entry CRM Outlook New calendar entry added to

Outlook with the Peoplesoft
category.

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Action From To Result

Outlook CRM New calendar entry added to

CRM as:

• Appointment if there are

no invitees.

• Meeting if there are

invitees.

Update Calendar Entry CRM Outlook Modified calendar entry

updated in Outlook.

Outlook CRM Modified calendar entry

updated in CRM.

The entry has the Peoplesoft

category.

Important! Only changes

that are made by the creators
of calendar entries get
synchronized to CRM.
Changes made by invitees are
not synchronized to CRM.

Delete Calendar Entry CRM Outlook If an invitee cancels a

calendar entry in CRM, it is
marked as Cancelled in CRM,
and is removed from Outlook
if synchronization has already
taken place, or it is not created
in Outlook if synchronization
has not occurred. The owner
sees the entry in Exchange,
which shows who declined the
entry.

If the owner cancels it, it is

removed in Outlook.

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Action From To Result

Outlook CRM Calendar entry is marked as

Cancelled in CRM if it is
deleted by its creator.

If an invitee of the entry

deletes it from Outlook after
the entry is synchronized to
CRM, the entry shows the
invitee status as Assigned in
CRM.

If an invitee of the entry

deletes it from Outlook before
the entry is synchronized to
CRM:

• An entry is created for

the invitee in CRM.

• The creator sees the entry

in CRM, with names of
all invitees who accepted
it and their acceptance
status. Invitees who
declined the entry appear
with their assigned status.

In the CRM system, calendar entries are types of tasks. This table lists the delivered PeopleSoft task types
and for those that are supported in this integration, they are mapped to Outlook as calendar items:

PeopleSoft Task Types Outlook

Appointment Calendar

Meeting Calendar

Reminder Not supported in this integration

All Day Event Not supported in this integration

Phone Call Not supported in this integration

To Do Not supported in this integration

Note: For calendar entries that are marked as all day events, they are synchronized into the CRM system
as meetings with the start date and time set to 12:00 am of the meeting date and the end date and time
12:00 am of the following day.

Calendar Entry Creation

In PeopleSoft CRM, users access the My Calendar component to add new calendar entries. When a
synchronization session completes, users can see from their Outlook clients the calendar entries that were
created from CRM between the synchronization that was just finished and the one prior to that. These
entries are tagged with the Peoplesoft category, which is a hard-coded filter criterion used to identify data

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that is subject to synchronization if you set up the integration to synchronize calendar entries based on
category.

In addition to calendar entries that they created, users also see on their calendars entries which they are
invited to attend.

Exchange users can create calendar entries from their Outlook clients as well. Calendar entries are
synchronized to CRM and appear on the calendars of their owners and invitees.

See Use of Category

Calendar Entry Update

When owners of calendar entries modify information, such as date, time, subject and invitee list, in the
CRM system, the same change is synchronized to Microsoft Exchange and reflected in the Outlook
clients for users who are either the owners or the invitees of the entries.

Similarly, calendar entry updates made from Outlook by their organizers are available in CRM after
synchronization.

Note: Invitees can make changes to calendar entries but the updates are not synchronized to the other
system. An exception to this is when invitees decline the calendar invitation; this status change will be
synchronized to the other system at the end of the process.

See Use of Category

Calendar Entry Deletion

In PeopleSoft CRM, calendar entries cannot be removed from the system, rather, they can be cancelled
by owners or declined by invitees. After synchronization completes, corresponding calendar entries are
removed from the Exchange calendars of their owners and invitees.

Both owners and attendees can delete their calendar entries on Outlook. If an entry is deleted by the
owner, it appears as cancelled in CRM; if it is deleted by an invitee, it still appears in CRM and the status
of the invitee is set to Assigned (status is not synchronized).

Field Mapping
This table lists the field mappings between PeopleSoft CRM and Outlook calendar entries:

PeopleSoft Outlook

Subject Subject

Status: All replicated regardless of status.

Cancelled

Completed

In Progress

Open

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PeopleSoft Outlook

Private Private

Priority Priority

High High

Medium High

Low Low

Start Date Start Date

Start Time Start Time

Time Zone Sets to current user's time zone by default

End Date End Date

End Time End Time

Location Location

Owner (for Meeting) Value is used to validate the task ownership and is not
replicated.
Provider Group (for Appointment)
In the case of appointments, the members of the provider
group are automatically populated as invitees.

Repeats Recurrence

Reminder Reminder

Description Description

Invitee Invitee

Calendar Entries with Invitees/Attendees

In PeopleSoft CRM, users can create meetings (a type of calendar entry supported in this integration)
which include invitees. When a meeting is synchronized to Microsoft Exchange, it appears on the
calendars of its owner (creator) and its invitees (if they are Exchange users). CRM meeting invitees must
be CRM contacts and defined as PIM users but they do not have to be contacts of the meeting owner or
contacts in Exchange. For invitees who are not Exchange contacts, they will not be created as Exchange
contacts at the end of synchronization.

Similarly, users can create calendar entries that include attendees in Microsoft Exchange. When an
Outlook meeting is synchronized to the CRM system, the first name, last name, full name and email
address of each attendee are used to find a matching contact in the CRM system. This matching
occurs only for the first time when the calendar item is created in both systems and they haven't been
synchronized previously. Each identified attendee appears as an invitee of the synchronized calendar

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entry in CRM. For those that cannot be identified as PeopleSoft users or contacts, they are shown in the
calendar entry as external invitees if each of them is associated with an email address.

Invitee Status in Meetings

When an invitee accepts a meeting invitation, make sure that the acceptance is done in both systems
manually or the calendar entry can go out-of-sync. This type of status change (acceptance of invitation) is
not supported in the synchronization process.

As for declining a meeting invitation, the invitee only needs to do it in one system; this type of status
update gets propagated to the other system at the end of synchronization. In other words, if you decline
a meeting (or you're removed from a meeting as an invitee) in one PIM system, the meeting entry is
removed from the other PIM system after synchronization completes.

Meetings with non-PeopleSoft Owners

In Microsoft Outlook, users (who are not registered users in PeopleSoft, also referred to as external users)
can create calendar entries with PeopleSoft users or contacts as attendees and these calendar entries can
get synchronized to PeopleSoft CRM. These calendar entries are created as appointments in CRM, and
the owners of these appointments, who are not PeopleSoft users, are displayed in the invitee lists as
external users, with their owner position being replaced by invitees in the appointments who are valid
PeopleSoft users. For information purposes, each of these appointments will have the email address of its
non-PeopleSoft owner recorded as message detail.

Note that calendar entries of this nature can get out-of-sync as the changes that are made by the original
owner (who is not a PeopleSoft user) are not synchronized to the other system because he or she is
no longer the current owner of the entry, and the synchronization process only honors owner-initiated
changes.

Meetings with non-PeopleSoft Attendees

If Outlook calendar entries include attendees who are not PeopleSoft contacts or users, these individuals
are synchronized to the CRM system as external invitees provided that they have email addresses
associated with them.

Recurring Calendar Entries

Both PeopleSoft CRM and Microsoft Exchange support the creation of recurring calendar entries, events
that occur daily, weekly, monthly and yearly. Users can also specify the range of recurrence. Recurring
entries created in one system are populated to the other system at the end of synchronization.

In PeopleSoft CRM, when you make and save a change (for example, description, location, or start date)
on a recurring calendar entry, the system asks if the change is to be applied to the current instance or
current plus all future instances of the series. If you select the latter option, all (not just current and future)
instances of the series are updated in the Exchange system when synchronization completes.

PeopleSoft CRM Calendar Repeating Options

The PeopleSoft CRM Calendar supports a number of repeating options for calendar entries on the Task
Repeating Options page (RB_TSK_REPEAT_SEC), including daily, weekly, monthly, yearly and custom.
This table lists the recommendations for setting up recurring calendar entries in CRM:

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Repeating Type Recommendation

Custom - the ability to schedule a calendar entry to occur on Not supported. Do not configure custom repeating options for
specified dates calendar entries that are subject to synchronization.

Daily, Monthly and Yearly If a calendar entry is set up to recur, use only the Don't Move
value for the If Date Occurs on a Non-Work Day option.

Monthly and Yearly Do no use the Count from End of Month option.

Note: If you set up recurrence for a calendar entry in Outlook to not have an end date, the entry will be
created in CRM to recur for six months.

Data Translation for Time Zones in Calendars

PeopleSoft delivers 19 time zones in the system, whereas Java supports about 600 time zones. These two
sets of time zones are delivered in PeopleSoft as codeset setup data. The codeset groups are RBP_ECRM
(with 19 PeopleSoft-supported time zones) and RBP_BDSS (with 600 Java-supported time zones) and the
mappings are predefined. If deemed necessary, modify the mappings to suit your business needs.

Refer to “Applying Filtering, Transformation and Translation, Understanding Data Translation” in

PeopleTools: Integration Broker product documentation for more information on codesets.

Data Translation for Contact Information

PeopleSoft also delivers codeset group PIMto provide mappings of country, title and state values between
systems.It is referenced in the PSFT_PIM node for this integration.

Use of Category
When PeopleSoft contacts and calendar entries are synchronized to Exchange successfully, they are
displayed in Outlook with a PeopleSoft category. The category helps users to identify, for example,
contacts that were brought to Outlook from PeopleSoft as opposed to the ones that were created in
Outlook or any other PIM systems. Also, if a customer has multiple PIM systems interacting with BDSS
and wishes to limit PeopleSoft contacts and calendar entries to the Exchange system only, they can set
that up in BDSS using the PeopleSoft category.

Data filtering occurs in BDSS. Customers can configure BDSS to filter on the PeopleSoft category for the
synchronization process.

Important! By default, all calendar entries are synchronized regardless of category. However, you
can set up the filter capability that is in place to synchronize calendar data based on the category of
PeopleSoft.

The BDSS profiles database has a setting called EarliestCalendarDate and it is used during the initial
synchronization of calendar data from PeopleSoft to Exchange systems. The integration looks for and
processes calendar entries that are created after this date. The default value of this setting is January 01,
2011.

When a user creates a contact or a calendar entry in CRM and it later gets synchronized to Exchange,
it is displayed in the user's Outlook client along with the PeopleSoft category. In the case when the user

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creates a calendar entry in Outlook, and BDSS is set up to use filter, the user must tag the entry with the
PeopleSoft category for it to be picked up by the synchronization process.

As for updates, contacts and calendar items are subject to synchronization (from Exchange to CRM) if
they are in the PeopleSoft category and BDSS is set up to use filter.

Conflict Resolution
A data conflict can arise if the same contact record (sharing the same first name, last name and email
address) or the same calendar entry (sharing the same subject and start time) is shown to have been
added for the first time in both CRM and Exchange servers in a single synchronization session. Data
conflicts are handled by BDSS based on the priority that is set for each connector domain involved in
the integration. In this integration, the Contact and Calendar domains of the PeopleSoft connector are
configured with a higher priority than those of the Exchange connector. In other words, when a conflict
occurs, the record of the PeopleSoft side always wins.

Suppose that you add a contact called John Doe in both CRM and Exchange systems and these newly
created contacts are captured in the same synchronization process. This is considered a data conflict
because of the matching first and last names in these new records. As a result, the contact record from
CRM wins and is used for John Doe in the Exchange system. The conflict has no impact one the CRM
system because new contacts from Exchange are not synchronized to CRM.

Here is another example. You add a contact called John Doe in the CRM system and a contact named
Johnny Doe in the Exchange system. These new contacts are captured within the same synchronization
process and John Doe from CRM is replicated to the Exchange system as a result. Later, you modify the
contact name from Johnny Doe to John Doe in the Exchange system. In this case, these contacts are not
considered in conflict even though they share the same first and last names, because they are not added to
the system for the first time.

The system creates a log entry after a data conflict is resolved.

Related Links
Reviewing Synchronization Logs

Specifying PIM Users for Synchronization

This topic discusses how to specify PeopleSoft users to be included in the synchronization process.

Page Used to Specify PIM Users for Synchronization

Page Name Definition Name Usage

PIM Users Page RBP_USERS Specify PeopleSoft users to be included

in the synchronization process.

PIM Users Page

Use the PIM Users page (RBP_USERS) to specify PeopleSoft users to be included in the synchronization
process.

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Navigation

Set Up CRM > Product Related > BDSS Integration > PIM Users

Image: PIM Users page

This example illustrates the fields and controls on the PIM Users page.

For users to be included in the synchronization process, they need to be created in BDSS before they are
specified in the CRM system. Refer to the installation guide for instructions on how to create users for
synchronization in BDSS.

User ID Select a PeopleSoft user whose contacts and calendar entries are
to be synchronized between the CRM and Exchange systems.

Last Synchronization Displays the date and time of when the last synchronization
process took place.

Reviewing Synchronization Logs

This topic discusses how to review synchronization logs.

PeopleSoft CRM captures message logs as part of the Integration Broker logs. The logs include
information such as each user's last synchronization date and time, data conflict results, synchronization
results as well as any errors that occur during the process.

Page Used to Review Synchronization Logs

Page Name Definition Name Usage

Error Log Page RBP_ERROR_LOG Review synchronization logs for users.

Error Log Page

Use the Error Log page (RBP_ERROR_LOG) to review synchronization logs for users.

Navigation

Set Up CRM > Product Related > BDSS Integration > Error Log

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Image: Error Log page

This example illustrates the fields and controls on the Error Log page.

Domain Type Displays the domain (Contact or Calendar) that the

synchronization error pertains to.

Sync Date Time Displays the date and time of the synchronization.

Sync Error Text Displays the synchronization message (retrieved from the BDSS
Server) that provides details on the success or failure of the
process.

Click to delete the message log.

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Chapter 26

Setting Up and Managing Agreements and

Warranties

Understanding Agreements and Warranties

This topic lists common elements and discusses:

• Agreements and warranties.

• Default agreements.

Common Elements Used in Agreements and Warranties

Scope Select the scope of the agreement. Values are:

Site: Indicates that the agreement applies to sites that are

specified on the Scope Details page.

Contact: Indicates that the agreement applies to named callers

that are specified on the Scope Details page.

Note: Although agreements with a scope of Contact are

not available for selection on service orders, you can select
agreements of either Site or Contact as scope for cases.
If you create a case and associate it to an agreement (regardless
of the scope) and then create a service order from that case, you
must first select an agreement for the new service order; so the
agreement from the case is not defaulted to the service order.

Max. Contacts (maximum contacts) or Enter the maximum number of named callers one can specify on
Maximum Number of Contacts the Scope Details page. This value is applicable to agreements
with a scope of Contact.

Provider Group and Group Member Select the default provider group and group member to perform
the service request that is covered by this agreement. You can
change these values on the service order.

Renew Agreement Click to create a copy of the agreement that is about to expire.
The CRM system sets the start date of the new agreement to
the day after the end date of the old agreement and the new end
date equal to the new start date plus the same number of days
as the original agreement. You can establish new start and end
dates for the renewed agreement and modify the information as
necessary.

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Payment Terms Select when payment is due. Payment terms in PeopleSoft CRM
are synchronized with the payment terms from PeopleSoft
Financials.

Purchase Option Select the method of purchasing the service or support offering
for an agreement transaction. The prompt displays the purchase
options (for agreement transactions) that are defined for the
selected service, product or service-product combination in its
pricing record on the Pricing Information page. The options for
an agreement pricing record are:

Flat: Indicates that the service or support offering is purchased

for a flat fee.

Prepaid: Indicates that a specified number of work units of the

service or support offering is purchased in advance.

Note: The T&M (time and material) purchase option only

applies to agreement service or agreement case transactions,
and on demand service or on demand case transactions; it is not
applicable to agreement transactions.

Agreements and Warranties

In PeopleSoft CRM, agreements reflect service or support contracts. Warranties define the coverage that
is offered for a particular item that is installed at a customer's site. Both warranties and agreements define
the services or support that the customer is entitled to and the duration of the contract.

• Agreements:

Agreements also define the price of services or support offerings that are covered by the agreement,
and the price of the agreement itself.

You may associate an agreement or agreement template with multiple products; however, if you have
an integration to PeopleSoft Contracts that you activated on the Installation Options – Billing and
Pricing Options page, you can only have one product per agreement or agreement template line. If
you are not using the Contracts Integration feature, the save-edit check is disabled and you can enter
multiple rows of data in the Product grid of the agreement line.

You can define three types of agreements:

• PeopleSoft Field Service

In a field service agreement, you specify what products in which customer sites are entitled to the
service that is selected in each agreement line. An agreement can have one or multiple agreement
lines, each of which also contains pricing and entitlement information. Each site on an agreement
is assigned a site identification number (SIN) to identify whether a service can be performed at a
particular location.

• PeopleSoft Support

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Chapter 26 Setting Up and Managing Agreements and Warranties

Support agreements reference products on agreement lines. Similar to field service agreements,
support agreements define customer sites that are entitled to support offerings. Support
agreements can also define which people can contact your call center agents for support. Each
named caller that is listed on an agreement is assigned a personal identification number (PIN) to
identify the person as a valid caller when that person calls for support. You can define a support
agreement for sites or for named callers, but you cannot define an agreement that includes lines
for both sites and named callers.

• PeopleSoft HelpDesk

Help desk agreements represent an agreed upon level of service that an organization provides to
its employees. Service level agreements define the response and restore times that the help desk
will try to meet while responding to requests for service from employees. In addition to response
and restore times, help desk agreements can define employees, products, installed products,
priorities, sources of contact (phone, email, fax, and so on), departments, locations, and roles.
Help desk agreements give agents the ability to associate an agreement line to a help desk case.
Help desk agreements search against employee, products, installed products, plus other criteria
such as case priority. An agreement can have one or multiple agreement lines, each of which also
contains products, entitlements, and the various components that apply to the entitlements (role,
department, priority, and so on).

• Warranties:

You define the duration of the warranty and the entitlements that are owed to customers with covered
products. You can associate warranties with items on the Item Definition page. For specific items that
are installed at a customer's site, you can activate the warranty on the customer's installed product by
using the Installed Product component.

Note: Warranties are not listed for PeopleSoft HelpDesk agreement search results.

When searching for a customer's entitlements for a case or a service order that references an installed
product, the CRM system matches agreements and warranties based on response time — either ascending
or descending depending on setup option in Agreement Search Configuration page.

This diagram shows the data model for agreements and shows the relationship between agreements and
warranties:

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Setting Up and Managing Agreements and Warranties Chapter 26

Image: Agreement data model

This diagram shows the data model for agreements and shows the relationship between agreements and
warranties.

Related Links
Understanding Entitlement Searches

Default Agreements
PeopleSoft CRM enables you to create two types of default service level agreements:

• Non-customer specific agreements:

These types of agreements do not have any specific customers associated with them. They apply to
all customers. For example, assume you create an agreement for a specific customer called ABC

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Chapter 26 Setting Up and Managing Agreements and Warranties

Enterprises and then create another agreement that is non-customer specific. Both of these agreements
would potentially apply to a case that is opened for ABC Enterprises.

Only the non-customer agreement would apply to a case opened for another customer. The non-
customer specific agreement may have agreement lines that specify a particular service or a service
and product combination (for use in PeopleSoft Integrated FieldService). They may also specify lines
for a particular product or list of products (for use in PeopleSoft Support) or specify levels of support
that apply as default levels regardless of the service or product on the case.

Because they apply to all services and all products, these lines would not have a specific service or
product associated with them. A non-customer specific agreement cannot have pricing data associated
with it, except you can write-in values of free for prepaid quantities.

The user may enter a number in the Prepaid Quantity field and select a value (case, service order, or
hour) in the Prepaid Unit field, both of which would define the number of free units (either cases,
service orders, or hours) that are associated with that agreement. The idea is that the user gets a certain
quota of free services automatically with the default agreement as represented in the Prepaid Quantity
and Prepaid Units fields.

You must define non-customer specific agreements with the agreement category of External – No
Pricing.

• Customer-specific agreement.

These agreements contain agreement lines with no product and no service and are only valid for
agreements with the External - No Pricing agreement type. An agreement that lists a specific
customer may also contain default lines with no service and no product. These agreements are meant
to apply to all cases and service orders, regardless of the service or product value of the case or
service order. This means that a default agreement line with associated service level entitlements
can be associated for a particular high-value customer to cover all its cases, perhaps at a higher
service level than provided for in a non-customer specific agreement default line. A default line on a
customer-based agreement that has no product and no service cannot be priced.

Note: Only customer-specific agreements are shown on the agreement section of the 360-Degree
search page for a particular customer.

Understanding Agreement Pricing

This topic discusses:

• Pricing record retrieval.

• Line price calculations.

• Total price calculations.

• Price recalculations.

• Uncoupling service pricing from an agreement.

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Note: You can use PeopleSoft CRM to calculate agreement prices. In PeopleSoft Support, agents can
accept payment by credit card at the time of the transaction regardless of whether an agreement is
associated with the support case.

Pricing Record Retrieval

The CRM system can retrieve five types of pricing records for the agreement line: agreement, agreement
service, agreement case, on demand service, and on demand case.

Agreement pricing records define the fee that is paid for a specific service or support offering. The
agreement price is paid when the agreement is issued to or signed by the customer. Agreement service
pricing records define what the customer pays when the work that is associated with the service or support
offering on the agreement is performed—that is, the price paid per transaction that is covered by a line
item in the agreement. Likewise, agreement case pricing defines the amount payable by the customer for
logging a case.

The CRM system only retrieves pricing records that are defined for the currency that is specified when
you define the agreement. You cannot change the currency unless you clear the defined line pricing
values.

For field service agreements, you define pricing records for a service or a service and product
combination. When you create a line for a field service agreement, you can retrieve the price for the
agreement. When you specify a prepaid purchase option, you must specify the prepaid quantity. The rate
on the agreement pricing record that matches the criteria that you enter is used to calculate the base line
price for the agreement line.

The rate for the agreement service pricing record that matches your criteria becomes the transaction price
for work that is covered by the agreement line.

For support agreements, the functionality is similar. You can create agreement pricing and agreement case
pricing records that define support rates for specific products. When you create a support agreement, the
same logic (used in field service agreements) is also used in support agreement to retrieve base line price.

Related Links
Establishing Pricing Records

Line Price Calculations

This topic describes line pricing calculations in detail.

Entitlement Adjustment
The CRM system adjusts the base line price or prepaid rate that is retrieved from the pricing record to
account for uplifts and discounts that are associated with the entitlements on the agreement line. The
uplift and discount percentage values are totaled and applied to the base line price using this formula:

Entitlement Adjusted Base Line Price = Base Line Price x (1 + (sum of entitlement discount and uplift
percentage values))

For example, the CRM system returns a base line price of 100 USD for an agreement line with three
entitlements. The first entitlement has an uplift of 10 percent, the second an uplift of 15 percent, and the
third a discount of 5 percent. The entitlement-adjusted base line price is calculated as:

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Chapter 26 Setting Up and Managing Agreements and Warranties

Entitlement Adjusted Base Line Price = 100 USD x (1 + (0.1 + 0.15 - 0.05)) = 100 USD x 1.2 = 120 USD

Installed Product Quantity

When the agreement purchase option is flat, the entitlement-adjusted price on the agreement line applies
to each installed product that is covered by the agreement line. The applicable installed products are
listed on the Agreement Line page. To determine the installed product quantity, the CRM system adds the
values in the quantity field of each referenced installed product.

Flat Purchase Pricing Calculation

To calculate the final line price on an agreement line that uses a flat purchase option, PeopleSoft CRM:

1. Calculates the base line price by adjusting the rate on the agreement pricing record for the number of
installed products and agreement duration.

For example, if the pricing record rate is $20 per year per installed product, the agreement line
duration is two years, and there are three installed products, the base line price is $20 x 2 x 3 = $120.

2. Adjusts the base price for entitlement adjustments.

3. Applies any manual adjustments.

Manual adjustments are either expressed as a percentage or as a dollar amount.

This formula is used:

Final Line Price (for flat rates) = Base Line Price x Entitlement Adjustment + Manual dollar amount
adjustment or x Manual percentage adjustment

Prepaid Purchase Pricing Calculation

To calculate the final line price on an agreement line that uses a prepaid purchase option, the CRM system
calculates the entitlement adjustment for the line and applies it to the base line price. The prepaid rate
does not vary with the duration of the agreement, so there is no need to adjust the base line price to
account for agreement duration. The final line price is calculated as:

Final Line Price (for prepaid rates) = Prepaid Rate x Prepaid Quantity x Entitlement Adjustment

Any manual adjustments that exist for the line are also applied to the final line price.

Total Price Calculations

The total price is calculated by adding the final line prices on the associated agreement lines. Additionally,
a final uplift or discount percentages can be applied to the base price of the agreement. For example, if the
CRM system calculates a base price of 2,000 USD for the agreement and you have entered a discount of
10 percent, the CRM system calculates a total price of 1,800 USD for the agreement.

Price Recalculations
If you modify the entitlements on an agreement line, change the installed product quantity for an
agreement line, or update the start and end dates of the agreement line after agreement line pricing has
been calculated, the change you made is not automatically reflected in the final line price, though edit

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messages issued when the user saves a changed agreement will prompt the user to have the system update
the price or leave the price unchanged.

In other words, if the values of the variables (for example, entitlement adjustment and agreement
duration) that are used to calculate the current final line prices do not match the ones that are captured for
the new calculation, the price of the agreement is no longer accurate. You can then recalculate the final
price for the agreement lines as needed and update the total agreement price for the agreement.

Uncoupling Service Pricing from an Agreement

PeopleSoft CRM enables you to uncouple service pricing from an agreement for PeopleSoft Support
and PeopleSoft Integrated FieldService. This enables you to define prepaid agreement with zero pricing,
without having to set up service pricing first.

In addition to the External and Internal agreement categories, there is an agreement category called
External – No Pricing. This category enables you to set up prepaid agreements without pricing. To create
a flat zero dollar agreement, you can use either the External or External – No Pricing agreement category.

PeopleSoft CRM, however, recommends using the External – No Pricing agreement category, as the
system bypasses the pricing logic and does not display a pricing warning message. This enables you to
create an unlimited number of cases or service orders. To create a prepaid agreement with no pricing,
use the External – No Pricing category. The system hides the Order Capture Created check box in the
agreement header, but you can still define prepaid purchase options.

By having the Prepaid Quantity field on the agreement header level, it enables you to have a pool of
prepaid quantities per agreement across agreement lines. The system displays the prepaid fields only
when the category is External – No Pricing.

Once a prepaid agreement is active and used on a case or service order, changing the prepaid quantity will
not do anything. The system sets the Prepaid section to read only after the agreement has been used by the
case or service order, when the remaining quantity is less than the prepaid quantity. When the agreement
is renewed, the system uses the same prepaid quantity, remaining quantity, and prepaid total as the old
line.

The Product grid displays the prepaid purchase option defined for each product. The prepaid option at
the agreement header level and the Product grid level cannot coexist, however. You need to either define
the total pool of prepaid purchase options for the whole agreement or the prepaid purchase options per
product.

In addition, you can define the prepaid option on the line level for service-related agreements. For
service-related agreements, the prepaid option can only be specified on the agreement header, line
level, or product level. For support-related agreements, you can only specify the prepaid option on the
agreement header or the product level. The prepaid option on the line level doesn’t apply to support-
related agreements, it only applies to service-related agreements.

Defining Service Levels

This topic provides an overview of service levels and service level suspensions.

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Pages Used to Define Service Levels

Page Name Definition Name Usage

Service Level Page RF_SERVICE_LEVEL Define the authorized hours of

operations or prime period of
maintenance. These service levels are
informational only.

Cost Category Definition Page RF_SLVL_COSTCAT Create additional cost categories for the
service level.

Understanding Service Levels

You can define the hours of operation or prime period of maintenance for the services that your
organization offers. For example, you may provide some services only during a 40-hour work week,
whereas other services may be provided 24 hours a day.

You can define entitlements for specific service levels, which can then be included on a customer's
agreement. When an agreement line with service level entitlements is selected for a case or service order,
the system displays the calculated response and restore time.

Note: In general, you can define service levels for each time zone that is covered by your organization.
PeopleSoft, however, strongly recommends that you not reset the base time zone in PeopleTools after
your system is running and your applications are in production. Resetting the base time zone can cause
time reports to be incorrect.
If you reset the base time zone (go to PeopleTools > Utilities > Administration > PeopleTools Options),
your users will need to recreate all time-frame related data and update each record to reset the correct
time frame for the new base time zone. Users can change the time zone for a particular agreement if they
want to display time differently. If users continuously change time zones, however, the system will lose
track of what the base time zone is at the time the record is saved (since all time-zone related fields on
PeopleTools are stored against the base time zone).

Service Level Page

Use the Service Level page (RF_SERVICE_LEVEL) to define the authorized hours of operations or
prime period of maintenance.

These service levels are informational only.

Navigation

Set Up CRM > Common Definitions > Entitlements > Service Level > Service Level

To define service levels, use the Service Level (RF_SERVICE_LEVEL) component.

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Image: Service Level page (1 of 2)

This example illustrates the fields and controls on the Service Level page (1 of 2).

Image: Service Level page (2 of 2)

This example illustrates the fields and controls on the Service Level page (2 of 2).

Service Level Displays the name of the service level that you entered when the
service level record was created.

Description and Short Description Enter a long and short description. Because these descriptions
are displayed in entitlements in which the service level is
referenced, enter a meaningful service level description.

Time Zone Select the appropriate time zone for the authorized hours of
operations that you define for the service level. The CRM
system populates the time zone code that you select next to the
time values that you enter in the Defaults and Service Level
Details group boxes. After you save the service level record, the
time zone for the service level cannot be changed.

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Cost Category Code Select the cost category code that should apply for work
performed during the days and times specified on this page.

Holiday Schedule Select the holiday schedule that you want to apply to the service
level. The system takes holidays into account when calculating
required start and end dates for scheduled work.

By default, the system places the holiday schedule after the

Entitlement grid on the Agreement Line page. Users can
override it or clear it out. For platinum customers you can
override holiday schedules by clearing them out on agreement
lines.

The holiday schedule is based on specific dates, so each year

you need to modify your existing holiday schedules with
new dates or create new ones to re-prompt from the service
level and agreement lines. PeopleSoft CRM recommends that
administrator update existing dates, especially when re-prompts
may affect a large number of agreement lines.

Defaults
Enter the begin and end times for the weekdays and weekend days that you want the system to use for the
service level. When you click the Apply Defaults button, the system enters the hours in the appropriate
fields displayed in the Service Level Details group box.

Service Level Details

This group box displays the begin and end times for the days of the week associated with the service
level. You may change the hours displayed in the fields or clear them all by clicking the Clear button.

Cost Category Definition Page

Use the Cost Category Definition page (RF_SLVL_COSTCAT) to create additional cost categories for the
service level.

Navigation

Set Up CRM > Common Definitions > Entitlements > Service Level > Cost Category Definition

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Image: Cost Category Definition page

This example illustrates the fields and controls on the Cost Category Definition page.

If you charge different rates for the hours and days worked that were not defined on the Service Level
page, use the fields on this page to define additional days, hours and cost categories.

For example, if you charge time-and-a-half for work performed on Saturday, select Saturday from the Day
of the Week field, enter the hours in the Start Time and End Time fields, and then the select HALF as the
cost category.

Defining Entitlements
This section provides an overview of entitlements and discusses how to define entitlements.

Page Used to Define Entitlements

Page Name Definition Name Usage

Entitlements Page RF_ENTITLEMENTS Define entitlements that can be offered

on agreements and warranties.

Understanding Entitlements
You define an entitlement record for every response time, restore time, coverage type, or service level
that your company intends to offer on customer agreements or warranties. By using the Agreement
component, you select the entitlement records that describe what the customer is contractually owed for
the service or support offering on each line of the customer's agreement.

Similarly, when defining warranties with the Warranty component, you select the entitlements that are
contractually owed to customers who have an installed product that is covered by a valid warranty.

Each entitlement record can specify an uplift or discount to adjust the base price of agreement lines that
include the entitlement. When the CRM system calculates the final line price of the agreement line, it
adjusts the base line price to reflect the sum of the uplift and discount values that are associated with the
entitlements on the line.

To define entitlements, use the Entitlements (RF_ENTITLEMENTS) component.

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Entitlements Page
Use the Entitlements page (RF_ENTITLEMENTS) to define entitlements that can be offered on
agreements and warranties.

Navigation

Set Up CRM > Common Definitions > Entitlements > Entitlements > Entitlements

Image: Entitlements page

This example illustrates the fields and controls on the Entitlements page.

Description Enter a description. You can use up to 30 alphanumeric

characters.

Important! Entitlement descriptions are displayed at the time

of service order and case entry. Enter descriptions that are
meaningful to the person who enters the service order or case.
Typically, the entitlement description describes the response
time, restore time, coverage, or service level that is contractually
owed to the customer per the specified agreement line or
warranty. For example, you may want to include the time zone
of a service level in its description.

Uplift/Discount Enter the percentage of uplift or discount to add to the price of

agreement lines that include this entitlement. Enter discounts
with a minus sign that precedes the amount; enter uplifts
without a minus or plus sign.

Entitlement Type
Specify the category of entitlement that is defined by the entitlement code together with the entitlement
details that are associated with the selected category.

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Guaranteed Response and Minutes Select to entitle the customer to a response within the specified
number of minutes. PeopleSoft Integrated FieldService uses the
guaranteed response time to calculate the start date and time for
service orders, if the automatic calculation feature is enabled
at the business unit level. If the feature is disabled, agents can
manually determine the customer preferred start date and time
for service orders based on this information.

Call center cases also display and use the guaranteed response
time from an associated agreement line entitlement.

Guaranteed Restore and Minutes Select to entitle the customer to restored functionality of the
product within the specified number of minutes. PeopleSoft
Integrated FieldService uses the guaranteed restore time to
calculate the committed end date and time for service orders, if
the automatic calculation feature is enabled at the business unit
level. If the feature is disabled, agents can manually determine
the customer preferred end date and time for service orders
based on this information.

The service order can have several types of begin and end times.
The guaranteed restore entitlement is used to calculate the
committed end date and time. Other end times include customer
preferred, which are optional fields that are manually entered if
the customer has a preferred date and time for service, such as
a weekend. There are also planned end dates and times, which
refer to the expected completion of each activity within a service
order that are based on service begin type and activity duration.

Call center cases also display and use the guaranteed restore
time from an associated agreement line entitlement.

Service Level Select to entitle the customer to a specific service level or prime
period of maintenance. Service levels are established on the
Service Level page. PeopleSoft Integrated FieldService uses the
service level that is specified in the entitlement to calculate the
start and end dates and times for service orders, if the automatic
calculation feature is enabled at the business unit level.

Service levels from an associated agreement line entitlement

(in conjunction with guaranteed response or restore minute
entitlements) are also used to calculate specific response and
restore times for a call center case.

Guaranteed Coverage Select to entitle the customer to a percentage of a specific type

of coverage for a specific amount of time. When defining an
entitlement for guaranteed coverage, select a coverage type,
define the percent covered, and specify a time frame by entering
a numeric value in the Length field and defining an appropriate
unit, either Day, Week, Month, or Year.

Coverage Type Select a coverage type if you select Guaranteed Coverage as the
entitlement type. Values are:

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Expenses: The portion (specified in the Percent Covered

field) of any expenses that are associated with completing the
customer's service order that is not charged to the customer.

Material: The portion (specified in the Percent Covered field)

of the cost of any materials that are required to complete the
customer's service order that is not charged to the customer.

Time: The portion (specified in the Percent Covered field) of

the cost of any labor required to complete the customer's service
order or case that is not charged to the customer.

Related Links
Defining Service Levels
"Setting Up Automatic Calculation of Dates and Times for Service Orders" (PeopleSoft CRM 9.2:
Integrated FieldService)

Defining Entitlement Plans

This section provides an overview of entitlement plans and discusses how to define entitlement plans.

Page Used to Define Entitlement Plans

Page Name Definition Name Usage

Entitlement Plan Setup Page RF_ENTITLE_PLAN Define groups of entitlements that can
be referenced and populated quickly on
agreements and warranties.

Understanding Entitlement Plans

Use entitlement plans as default values on agreements or warranties. You can reference a relevant
entitlement plan to quickly populate an agreement or warranty with the entitlements that are associated
with the plan. You can then delete or add other entitlements as necessary.

To define entitlement plans, use the Entitlement Plan Setup (RF_ENTITLE_PLAN) component.

Entitlement Plan Setup Page

Use the Entitlement Plan Setup page (RF_ENTITLE_PLAN) to define groups of entitlements that can be
referenced and populated quickly on agreements and warranties.

Navigation

Set Up CRM > Common Definitions > Entitlements > Entitlement Plan > Entitlement Plan Setup

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Image: Entitlement Plan Setup page

This example illustrates the fields and controls on the Entitlement Plan Setup page.

You can create new or update existing entitlement plans by adding or removing entitlement entries from
the plan. When you reference an entitlement plan on an agreement, the system automatically populates the
plan's associated entitlement entries to the agreement.

The system, however, does not retroactively update individual entitlements on existing agreement lines or
warranties when the corresponding entitlement plan used to create those entries is updated.

For example, if an agreement line was created with an entitlement plan which originally had a response
entitlement of A and a restore entitlement of B, and that plan is subsequently changed to refer to a restore
entitlement of C rather than B, the existing agreement line will still have the original two entitlement
values.

Entitlement Plans are only used to default individual entitlements onto other new objects, such as
agreement lines or warranties. These individual entitlements may then be modified by the user at any
time, and are no longer determined or reset by any changes to the corresponding entitlement plan.

Note: An entitlement plan must have at least one entitlement associated with it.

Related Links
Defining Entitlements

Configuring the CRM System for Agreement Searches

This topic provides an overview on agreement searches and discusses how to configure agreement
searches.

Page Used to Configure Agreement Searches

Page Name Definition Name Usage

Agreement Search Configuration Page RF_AG_SRCH_CFG Define how the system will search for
agreements.

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Understanding Agreement Searches

The Agreement Search Configuration page enables you to configure how the agreement search should
function for PeopleSoft Support cases (external case agreement search), PeopleSoft HelpDesk cases
(internal case agreement search) and PeopleSoft Integrated FieldService service orders (service order
agreement search).

For external and internal agreements, there are separate group boxes for cases and service orders that
enable you to instruct the system on how to search for agreements using these options:

• Autoselect the shortest response time from all matches.

• Autoselect the longest response time from all matches.

• Enable the user to choose from all matches.

• Match using case criteria.

If you select Match Using Case Criteria for external agreements (PeopleSoft Support), the system enables
you to select case category, case priority, case source, case type, and customer value as the values for the
Category field.

If you select Match Using Case Criteria for internal agreements (PeopleSoft HelpDesk), the system
enables you to select department, location, priority, role, and source (inbound contact method) as the
values for the Category field.

If you do not select the Match Using Case Criteria check box, the system performs the matching based on
the radio button you selected. This means that if any agreement lines exist that specify values (criteria),
the agreement matching engine ignores those values when selecting matches.

If you select the Match Using Case Criteria check box, the pool of agreement line matches will include
any matches based on the criteria in the case and the corresponding criteria on the agreement lines. If two
or more lines tie for the shortest or longest response, the system displays all agreement lines to the user.

To be considered a match, the criteria from a case may match any of the criteria conditions listed on the
agreement line. For example, if an internal agreement line specifies that it is for high priority cases and
the role is supervisor, the system matches the case with this line if the employee’s role is supervisor,
regardless of whether the case priority is high or not.

If a product is specified on the case, the system matches only agreement lines that have the product and at
least one criteria. The system will also match default agreement lines that have no products that match on
at least one criteria (if any criteria are present on the agreement line).

The system then filters the pool of agreement lines (and warranties) that are found under this option for
presentation to the user according to the radio button option that was selected on the Agreement Search
Configuration page.

Note: Because PeopleSoft CRM no longer bases search results on the category weight factor, customers
upgrading from a previous release may find that the agreement searching functionality for PeopleSoft
HelpDesk may produce slightly different results. Also, now that the system sorts the total list of warranty
and agreement line matches by response time, warranty matches do not always appear first in the list of
results.

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You can use a variety of agreements and agreement line values to set up your PeopleSoft CRM system.
These tables summarize the main options that are available:

External Agreement Line Characteristics Comments

• No Product This default agreement line will always apply regardless of the
product or installed product that is linked to the case or service
• No Service order. This line cannot be priced. It is permitted only for the
External - No Pricing agreement category.
• No Installed Product

• No Criteria

• Product = 123 This agreement line applies to any case for product 123,
regardless of the installed product value on the case.
• No Service

• No Installed Product

• No Criteria

• Service = ABC This agreement line applies to any service order, assuming
that a service has not been selected on the service order. If a
• No Product service has already been selected on the service order, this
agreement line will only be a match if the service is the same
• No Installed Product in both places.

• No Criteria
Note: The Service ID from a service order will be included as
part of the matching criteria when selecting entitlements from
the service order.

• Product = 123 This agreement line applies to any case with matching product
and installed product values.
• Installed

• Products = 456, 789

• No Service

• No Criteria

• Product = 123 This agreement line applies to any case for the product
(regardless of the installed product) where the case priority is
• No Service medium or the customer value is silver.

• No Installed Product

• Priority = Medium

• Customer Value = Silver

• Product = 123 This agreement line applies to any case that is linked to
product 123 and installed product 456 or 789, where the case
• No Service priority is high or the customer value is gold.

• Installed Products = 456, 789

• Priority = High

• Customer Value = Gold

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External Agreement Line Characteristics Comments

• No Product This agreement line applies, regardless of whether the product

or the installed product is linked to the case, as long as the case
• No Installed Product priority is high. This line cannot be priced.

• No Service

• Priority = High

• Product = 123 This agreement line applies to any service order for product
123, regardless of the installed product, assuming that the
• Service = Repair Widget service has not been selected on the service order, or has
already been selected as Repair Widget.
• No Installed Product

• No Criteria

• Product = 123 This agreement line applies to any service order for product
123 and installed product 456 or 789, assuming that the
• Service = Repair Widget service has not been selected on the service order, or has
already been selected as Repair Widget.
• Installed Product 456, 789

• No Criteria

Note: Customer, PIN, Person, SIN and Site Matching also apply for customer-based agreements in
addition to comments in the table above.

Internal Agreement Line Characteristics Comments

• No Product This default agreement line applies, regardless of the product

or installed asset that is linked to the case.
• No Installed Asset

• No Criteria

• Product = 123 This agreement line applies to any case for the product,
regardless of the installed asset value on the case.
• No Installed Asset

• No Criteria

• Product = 123 This agreement line applies to any case that matches the
product and installed asset values.
• Installed Assets = 456, 789

• No Criteria

• Product = 123 This agreement line applies to any case that is linked to the
product (regardless of installed asset), where the case priority
• No Installed Asset is medium or the source is phone.

• Priority = Medium

• Source = Phone

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Internal Agreement Line Characteristics Comments

• Product = 123 This agreement line applies to any case that is linked to
product 123 and installed asset 456 or 789, where the case
• Installed Assets = 456, 789 priority is high or the department is HR.

• Priority = High

• Department = HR

• No Product This agreement line applies, regardless of the product or

installed product that is linked to the case, as long as the case
• No Installed Asset priority is high.

• Priority = High

Agreement Search Configuration Page

Use the Agreement Search Configuration page (RF_AG_SRCH_CFG) to define how the system will
search for agreements.

Navigation

Set Up CRM > Common Definitions > Agreement Search Configuration > Agreement Search
Configuration

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Image: Agreement Search Configuration page (1 of 2)

This example illustrates the fields and controls on the Agreement Search Configuration page (1 of 2).

Image: Agreement Search Configuration page (2 of 2)

This example illustrates the fields and controls on the Agreement Search Configuration page (2 of 2).

Note: The group boxes that appear on this page are dependent on which PeopleSoft applications you
have installed. For example, the External Case Agreement Search group box appears only if you have
PeopleSoft Support installed. The Internal Case Agreement Search group box appears only if you have
PeopleSoft HelpDesk installed. The Service Order Agreement Search group box appears only if you have
PeopleSoft Integrated FieldService installed.

External Case Agreement Search

Select one of the options listed to indicate how you want the system to search for agreements when a user
selects the Select Agreement or Warranty link on the Case page in PeopleSoft Support.

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The values include:

• User Selects From All Matches

The system displays all matches in the pool of agreements or warranties.

• Autoselect Shortest Response

The system displays only the matches from the pool of agreements or warranties with the shortest
response.

• Autoselect Longest Response

The system displays only the matches from the pool of agreements or warranties with the longest
response.

Note: If you select either the Autoselect Shortest Response or Autoselect Longest Response agreement
search option for cases (or service orders), and an AAF policy is defined and enabled in the CRM system
to return a list of applicable agreements when products are selected on that type of cases (or service
orders) for the same setID, the agreement search option takes precedence over what is defined in the
corresponding AAF policy. In this example, the system returns the agreement with either the shortest or
longest response time when a product is selected in an opened case (service order).

Match Using Case Criteria and If you do not select the Match Using Case Criteria check box,
Category the system performs the agreement search based on the radio
button that you select.

If you select the Match Using Case Criteria check box, the
system includes agreement lines that match the criteria that you
select in the Category field and the radio button that you select.

For example, if case priority and customer value are listed on

the Agreement Search Configuration page, and the agreement
line specifies it is for high priority cases, or cases whose
customer value is platinum, the system still matches a high
priority case to this agreement line regardless of customer value.
The case criteria on an agreement line don't all have to match
the values on a case to be considered a match. It is sufficient for
just one criteria to match.

If a product is specified on the case, the system matches only

agreement lines that match the product and at least one criteria.

The system matches agreement lines to the case for default

agreement lines that have no products but match on at least one
criteria, if any criteria are present on the agreement line.

Internal Case Agreement Search

Select one of the options listed to indicate how you want the system to search for agreements when a user
selects the Select Agreement or Warranty link from the Case page in PeopleSoft HelpDesk.

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The system returns all applicable default lines even when there is another match based on product or
installed product. PeopleSoft designed the system to do this to give agents the option of selecting an
agreement based on a completely different set of criteria.

For example, if you have one agreement line that covers a pocket PC and another default line to cover
the role of CEO that does not have a product specified but has a better response time, the system displays
both lines. This gives the agent the ability to select either line.

If you select the Match Using Case Criteria check box, you must select one or more categories that you
want the system to use in its search. Refer to the previous topic for a fuller explanation on using the
Match Using Case Criteria and Category fields.

Service Order Agreement Search

Select one of the options listed to indicate how you want the system to search for agreements when a
user selects the Select Agreement or Warranty link from the Service Order page in PeopleSoft Integrated
FieldService.

Defining Agreement Templates

To define agreement templates, use the Agreement Template (RF_AGREETEMP) component.

This topic provides an overview of agreement templates.

Pages Used to Define Agreement Templates

Page Name Definition Name Usage

Agreement Template Page RF_AGREETEMP_HDR Define basic header and billing

information for agreement templates.

Line Defaults Page RF_AGREETEMP_ENTL Define a set of entitlements to use as

default values for the entries that are
added on the Template Line page.

Template Line Page RF_AGREETEMP_LINE Define default agreement lines.

Understanding Agreement Templates

You can define model agreements for specific types of customers, products, or services. When you define
an agreement for a specific customer by using the Agreement component, you can reference an agreement
template to populate the basic agreement information and then make modifications as necessary.

Note: You can create templates with specific values for certain agreement criteria. However, if you create
more than one agreement from the same template, you should change at least some of the criteria that you
copied from the template; otherwise, you would have two identical agreements in your system.

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Agreement Template Page

Use the Agreement Template page () to define basic header and billing information for agreement
templates.

Navigation

Customer Contracts CRM > Agreements > Agreement Templates > Agreement Template

Image: Agreement Template page

This example illustrates the fields and controls on the Agreement Template page.

Agreement Category This field is required on the Add page when you are adding a
new agreement. For agreements used in PeopleSoft HelpDesk,
you must select Internal as the agreement category.

For agreements used in PeopleSoft Support and PeopleSoft

Integrated FieldService, select External or External - No Pricing
as the agreement category.

Note: If you select External - No Pricing as the agreement

category, the system only displays the Status Information and
Coverage sections.

Internal Agreement Type

This group box appears only if you select the Internal agreement type. Select one or both of the HR Help
Desk or IT Help Desk check boxes to designate the types of cases to which the agreement applies.

Status Information
Use the fields appearing in this group box to select the scope and status for the agreement template you
are defining.

Note: If you are defining an agreement template for PeopleSoft HelpDesk and you selected Internal as
the agreement category, only the Status field appears on this page.

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Scope Select either Site or Contact to indicate the scope of the

agreement template. If you select Contact, enter the number of
contacts in the Maximum Contacts field.

Note: PeopleSoft Integrated FieldService only uses Site as the

scope for this type of agreement for service orders. PeopleSoft
call center applications can use either Contact or Site as the
scope.

Status Select the status of the agreement: Pending, Active, or Closed.

There are no system processes that change the status value of
the agreement template, but you can manually change the status
as necessary. You can only use templates with a status of Active
to create a new agreement.

Coverage
Select the provider group and provider group member that you want the system to use for the agreement
template.

Billing Information
Select the payment terms and payment method that you want the system to use for billing for agreements
using the agreement template.

Related Links
Understanding Entitlement Searches

Line Defaults Page

Use the Line Defaults page (RF_AGREETEMP_ENTL) to define a set of entitlements to use as default
values for the entries that are added on the Template Line page.

Navigation

Customer Contracts CRM > Agreements > Agreement Templates > Line Defaults

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Setting Up and Managing Agreements and Warranties Chapter 26

Image: Line Defaults page

This example illustrates the fields and controls on the Line Defaults page.

Entitlement Plan Name Select a default entitlement plan. Plans are established on
the Entitlement Plan Setup page. The system displays the
entitlements in the plan. You can add or delete entitlements to
create a specific list for this template.

The PeopleSoft CRM system displays the information that is

associated with each entitlement as defined on the Entitlements
page.

Note: Setting up plans is optional. You can add individual

entitlements directly to the grid. The individual entitlements
listed on this page will be defaulted onto each new agreement
template line entry that is created from that template.

Related Links
Defining Entitlements
Defining Entitlement Plans

Template Line Page

Use the Template Line page (RF_AGREETEMP_LINE) to define default agreement lines.

Navigation

Customer Contracts CRM > Agreements > Agreement Templates > Template Line

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Chapter 26 Setting Up and Managing Agreements and Warranties

Image: Template Line page

This example illustrates the fields and controls on the Template Line page.

Agreement Line Details

Add rows for each new line.

Line Number Displays the agreement line number. The CRM system
automatically increments this number for each row that you add.
The agreement line number and description appear on cases that
are covered by the agreement line entitlements. Service orders
only display the agreement name, not line number.

Service Select the service that is covered by the agreement line. For
Field Service agreements, select a service. Support agreements
do not reference services. You define services by using the
Service component.

The PeopleSoft CRM system prompt displays only services with

an active status and for which the Agreement check box has
been selected on the Service page.

Note: Since there is no start date on the Template Line page, the
system validates that the agreement start date occurs between
the offer start date and the offer end date defined for the service
on the Agreement Line page, not the Template Line page.

Internal agreement templates also require you to designate the person type and person status. The system
uses these to select the agreements that apply to the case. For example, if a contingent worker in active
status opens an IT Help Desk case, only agreement lines that have a person type of Contingent Worker
and a status of Active apply.

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Service Pricing Details

Define the default criteria for retrieving pricing records for an agreement line.

Purchase Options Select the purchase options that you want the system to use for
the agreement template.

Prepaid Quantity Enter the number of work units of a service or support offering
that a customer pays for in advance. This value only applies to
the Prepaid purchase option.

Product, Purchase Options and Select the product covered by the agreement line, the purchase
Prepaid Quantity option, and the prepaid quantity.

If you select a service, the CRM system prompt displays all

the products that are defined for the service. If no service
is selected, the system prompt displays all products that are
defined in it.

Products are established with the Product enterprise integration

point (EIP) or the Product Definition component.

Entitlements
Displays the entitlements that are contractually owed to the customer for this agreement line. This
information is initially populated by using the Entitlement Defaults page. The user, however, can modify
the entitlements for each line.

Entitlements Apply To
This group box appears only if you are defining an agreement template for PeopleSoft HelpDesk and you
selected Internal as the agreement category. Also, the system displays a set of fields based on the options
you selected on the Agreement Search Configuration page for the business unit you are using.

For example, if you selected the Match Using Case Criteria check box and then selected Role,
Department, Priority, Source, and Location as categories that you wanted the system to use when
searching for agreements, the system would display all of the fields.

Use the fields that appear in this group box to link the response and restore times to the different values
for the various fields that can appear on the Case page. For example, if you set the priority for the
agreement to low, and a user selects the Select Agreement link on a low priority case, the system displays
the respond and restore times that you set up on the Entitlement Defaults page.

If you select User Selects From All Matches, Autoselect Shortest Response, or Autoselect Longest
Response, on the Agreement Search Configuration page, the system does not display this group box.

Related Links
"Understanding Products in PeopleSoft CRM" (PeopleSoft CRM 9.2: Product and Item Management)
"Defining Services" (PeopleSoft CRM 9.2: Integrated FieldService)

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Defining Agreements
This topic provides an overview of agreement definitions.

Pages Used to Define Agreements

Page Name Definition Name Usage

Agreement Page RF_AGREEMENT_HDR Define agreement header information.

Agreement - Scope Details Page RF_AGREEMENT_COV Specify people that are entitled to call
center support or customer sites that are
entitled to the service that is detailed by
agreement lines.

Agreement - Line Defaults Page RF_AGREEMENT_ENTL Specify the default values to appear on
rows that are added on the Agreement
Line page.

Agreement - Agreement Line Page RF_AGREEMENT_LINE Define detailed agreement line

information for each service or support
offering.

Agreement - Billing Page RF_AGREEMENT_BILL Define agreement billing information.

Understanding Agreement Definitions

When you create a case or service order for a customer and click the Select Agreement or Warranty
button, the CRM system searches for agreement lines or warranties that cover the case or service order
and displays the associated entitlements.

The CRM system uses the values that you have entered in the fields for product ID, serial number, and
either site or SIN to search for agreement line and warranty matches for service orders.

For cases, the CRM system uses the same fields, as well as those for contact or PIN. For both cases and
service orders, the entitlement match page also displays any transaction price information that is defined
under the terms of the agreement.

Internal agreements define the levels of service that are available to Help Desk and HR Help Desk cases.
These cases use the additional information of organizational relationship, as defined by the person type,
and worker status to locate and display the levels of service that are defined on the agreement.

External - No Pricing agreements are similar to External agreements, except they do not display pricing-
related fields, only prepaid amounts. Using External - No Pricing agreements enables you to specify how
many free prepaid cases or services, or hours of support, a customer is entitled to on an agreement. For
PeopleSoft Support, you can specify prepaid at the agreement header level or in the product grid on the
agreement line. For FieldService, you can specify prepaid on the agreement header, agreement line for
service, or on the product grid on the agreement line.

Related Links
Understanding Agreement Pricing

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Understanding Entitlement Searches

"Service Order Toolbar Functions" (PeopleSoft CRM 9.2: Integrated FieldService)

Agreement Page
Use the Agreement page (RF_AGREEMENT_HDR) to define agreement header information.

Navigation

Customer Contracts CRM > Agreements > Agreements > Agreement

Image: Agreement page (1 of 3)

This example illustrates the fields and controls on the Agreement page (1 of 3).

Image: Agreement page (2 of 3)

This example illustrates the fields and controls on the Agreement page (2 of 3).

Image: Agreement page (3 of 3)

This example illustrates the fields and controls on the Agreement page (3 of 3).

Agreement Category This field is required on the Add page when you are adding a
new agreement. For agreements used in PeopleSoft HelpDesk,
you must select Internal as the agreement category. For
agreements used in PeopleSoft Support and PeopleSoft

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Chapter 26 Setting Up and Managing Agreements and Warranties

Integrated FieldService, select either External or External - No

Pricing as the agreement category.

Note: In the top section of this page the system changes the
field label to Category.

Copy From Agreement Template

When you create a new agreement, you can either add all the information to it manually, or base it on an
agreement template.

Note: This group box does not appear if the agreement has already been created and saved.

Copy from Template and Template Select a template and then click the Copy from Template button
ID to populate the agreement with information that is established in
the selected agreement template.

Note: Because the integration with PeopleSoft Contracts

requires certain validations before a user can set the status of an
agreement to Active, the system does not copy the value of the
Status field from the agreement template to the new agreement.
The system initially sets the status of the new agreement to
Pending.
A user can change the status of the agreement to Active by
taking certain actions; but they cannot create a new agreement
with a status of Active by copying information from an
agreement template.

Agreement Information
Renewal Number Displays the renewal version of the agreement. When an
agreement is first created, this value is set to 1. Each time you
renew the agreement by clicking the Renew Agreement button,
the CRM system increments this value by 1.

Scope and Maximum Contacts Select either Site or Contact to indicate if the agreement applies
to sites or callers (contacts). If you select Contact, enter the
maximum number that would be allowed to call within the
scope of the agreement.

Note: These fields do not appear on the page if you are creating
an agreement for PeopleSoft HelpDesk and selected Internal as
the agreement category when you added the agreement.

Status Select from Pending, Pending Activation, Action Required,

Active, or Closed.

There are no system processes that change the status value of

the agreement, but you can manually change the status. When
an entitlement search is performed for a case or a service order,

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the CRM system includes only agreements with an Active status

that are effective on the date that the search is performed.

Note: When renewing an agreement, you should manually

adjust the status of the old agreement to Closed on the date that
it expires and ensure that the status of the new agreement is set
to Active.
For example, if you renew an agreement one week before it
expires, the new agreement should have a status of Pending
Activation, and the old agreement should retain its status of
Active until the renewal date matches the current date. At that
point the old agreement status should be set to Closed, and the
new agreement status should be set to Active.
If you have an integration with PeopleSoft Transaction Billing
Processor, the system makes the Pending Activation and
Action Required statuses available. Additionally, if you are
using this integration, the system changes the status from
Pending Activation to Active or Action Required based on the
success you have creating a corresponding entry in PeopleSoft
Transaction Billing Processor.

Order Capture Created If this check box is selected the agreement was created through
PeopleSoft Order Capture.

Contract Details Click this link to go the Contract Information page. Use this
page to view contract information associated with the contracts
business unit, general ledger business unit, and contract details.
This applies only when integrating to the Contracts module in
PeopleSoft Financials.

Internal Agreement Type

This section appears on the page for internal agreements only.

Customer Information
This section does not appear on the page if you are creating an agreement for PeopleSoft HelpDesk and
selected Internal as the agreement category when you added the agreement.

Customer Click the Search button to select the name of the customer.
Customers are established by using the Customer EIP, the
Company component (select Customers CRM > Add Company)
or the Consumer component (select Customers CRM > Add
Person).

Contact Click the Search button to select the name of the customer's
agent. This is the person to contact about agreement
administration issues, such as renewing and remitting payment
for agreements.

You define contacts by using the Contact component or the

Contacts page of the Company, Consumer, or Site component.

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Contact Site Select the customer site that is associated with the contact. You
establish this relationship by using the Customers page of the
Contact component.

Note: The prompt for this field shows only sites that are
associated with the contact.

Prefix, Phone, and Extension Enter the telephone information for the customer's contact. If
you select a contact, the CRM system populates these fields
with the primary telephone information of the person's role as a
customer's contact. You can modify this information as needed.

Contact Information
These fields appear on the page only if you are creating an agreement for PeopleSoft HelpDesk and
selected Internal as the agreement category when you added the agreement.

The contact fields on the main Agreement page for internal agreements are functionally similar to the
customer contact fields mentioned above for external agreements. They refer to the person to contact
about the agreement administration issues.

Some users may mistakenly assume that the contact listed on the main page of an internal agreement
represents the person or worker for whom the agreement was created, or who was covered by the
agreement. This field is only used to represent the administrative contact for the internal agreement.

First Name, Last Name, Phone, Click the Search button to select the name of the contact. You
Location and Search define contacts by using the Workforce component (select
Workforce, Create Worker).

Prefix, Phone, and Extension Enter the telephone information for the contact. If you select a
contact, the CRM system populates these fields with the primary
telephone information of the contact. You can modify this
information as needed.

Default Provider Group

Enter the default provider group and group member that get assigned to perform the services that are
covered by this agreement. These default values apply to service orders only; they do not apply to cases.

Note: This group box does not appear on the page if you are creating an agreement for PeopleSoft
HelpDesk and selected Internal as the agreement category when you added the agreement.

Related Links
Defining Agreement Templates
Understanding Entitlement Searches
"Understanding the Company Component" (PeopleSoft CRM 9.2: Business Object Management)
"Defining Consumer Information" (PeopleSoft CRM 9.2: Business Object Management)

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Agreement - Scope Details Page

Use the Agreement - Scope Details page (RF_AGREEMENT_COV) to specify people that are entitled to
call center support or customer sites that are entitled to the service that is detailed by agreement lines.

Navigation

Customer Contracts CRM > Agreements > Agreements > Scope Details

Image: Agreement - Scope Details page

This example illustrates the fields and controls on the Agreement - Scope Details page.

This page varies depending on the scope that is specified on the Agreement page. For agreements with the
contact scope, you enter the people who are eligible for support. These agreements are only available to
PeopleSoft Support. For agreements with the site scope, you enter sites that are eligible for service. These
agreements are available to both PeopleSoft Support and PeopleSoft Integrated FieldService.

Note: This page does not appear if you are creating an agreement for PeopleSoft HelpDesk and selected
Internal as the agreement category when you added the agreement.

Named Callers
This grid appears if the selected agreement has a scope of contact. Enter the people who are eligible to
request support that is related to this agreement.

Primary Select if this person is the primary caller.

Name Enter the name of a person who is entitled to request support

that is defined by the agreement lines. Named callers must first
be established as contacts by using the Contact component
or the Contacts page of the Company, Consumer, or Site
component. The number of contacts that you specify cannot
exceed the number of maximum contacts that are recorded on
the Agreement page.

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Chapter 26 Setting Up and Managing Agreements and Warranties

Note: For consumer agreements with scope as the contact,

the CRM system populates the first row of the Named Callers
grid with the name of the customer that is specified on the
Agreement page. You can change this value or add additional
rows.

PIN (personal identification number) Displays a unique value that is generated by the CRM system
for each caller when the agreement is saved. Customers calling
to request support under the terms of the agreement provide
their PIN to your customer service representative (CSR). The
CRM system uses the PIN that the CSR enters on cases to
identify the agreement that defines the customer's entitlements.

Note: The PIN is unique for every person within an agreement.

If a person is a named caller on two agreements, this person is
assigned two PINs.

Valid Sites
This grid appears if the selected agreement has site as the scope. Enter customer sites that are eligible to
receive support or services specified on its agreement lines.

Site Name Enter the name of the site that is covered by this agreement.
The CRM system displays the site ID of the selected site
automatically.

SIN (site identification number) Displays a unique value that is generated by the CRM system
for each site when the agreement is saved. Customers calling
to request service under the terms of the agreement provide the
SIN to your CSR. The CRM system uses the SIN that the CSR
enters on cases or service orders to identify the agreement line
that defines the customer's entitlements for a particular site.

Note: The SIN is unique for every site within an agreement. If a

site is valid on two agreements, the site is assigned two SINs.

Related Links
"Understanding Sites" (PeopleSoft CRM 9.2: Business Object Management)

Agreement - Line Defaults Page

Use the Agreement - Line Defaults page (RF_AGREEMENT_ENTL) to specify the default values to
appear on rows that are added on the Agreement Line page.

Navigation

Customer Contracts CRM > Agreements > Agreements > Line Defaults

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Setting Up and Managing Agreements and Warranties Chapter 26

Image: Agreement - Line Defaults page (1 of 2)

This example illustrates the fields and controls on the Line Defaults page (1 of 2).

Image: Line Defaults page (2 of 2)

This example illustrates the fields and controls on the Agreement - Line Defaults page (2 of 2).

Note: If you are creating an agreement for PeopleSoft HelpDesk and selected Internal as the agreement
category when you added the agreement, the system does not display the Coverage Type, Percent
Covered, Coverage Duration and Uplift or Discount fields. The group boxes with the Person Type and
Worker Status check boxes shown in the example above is only relevant for and displayed for internal
agreements. It is not displayed for external or external-no pricing agreements

Default Entitlements
Entitlement Plan Name Select a default entitlement plan to populate the grid initially.
You define entitlement plans on the Entitlement Plan Setup
page.

The list of entitlements in the grid becomes the default

entitlement set for each new line that is added on the Agreement
Line page.

Add or delete entitlements on each agreement line to define

the final set of entitlements that is contractually owed to the
customer. Each line in the grid is associated with the entitlement
information that is defined on the Entitlements page.

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Chapter 26 Setting Up and Managing Agreements and Warranties

Description Click the Lookup Entitlement Name button to locate

entitlements that you want to add to the Entitlements grid.

Note: Any changes that you make to the defaults do not affect any existing agreement lines.

Additional Selections for Internal Cases

Person Type Select the person type. Available choices are Employee,
Contingent Worker, and Person of Interest.

Note: Person of Interest does not appear for IT Help Desk

cases.

Worker Status Select the status of the worker.

Related Links
Defining Entitlements
Defining Entitlement Plans

Agreement - Agreement Line Page

Use the Agreement Line page (RF_AGREEMENT_LINE) to define detailed agreement line information
for each service or support offering.

Navigation

Customer Contracts CRM > Agreements > Agreements > Agreement Line

Image: Agreement - Agreement Line page: View Line Summary link

This example illustrates the fields and controls on the Agreement Line - View Line Summary page: View
Line Summary link.

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Setting Up and Managing Agreements and Warranties Chapter 26

Image: Agreement - Agreement Line page: Line Details link (1 of 3)

This example illustrates the fields and controls on the Agreement - Agreement Line page: Line Details
link (1 of 3).

Image: Agreement - Agreement Line page: Line Details link (2 of 3)

This example illustrates the fields and controls on the Agreement - Agreement Line page: Line Details
link (2 of 3).

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Chapter 26 Setting Up and Managing Agreements and Warranties

Image: Agreement - Agreement Line page: Line Details link (3 of 3)

This example illustrates the fields and controls on the Agreement - Agreement Line page: Line Details
link (3 of 3).

Image: Agreement - Agreement Line page: Installed Products link

This example illustrates the fields and controls on the Agreement - Agreement Line page: Installed
Products link.

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Setting Up and Managing Agreements and Warranties Chapter 26

Image: Agreement - Agreement Line page: Entitlements link

This example illustrates the fields and controls on the Agreement - Agreement Line page: Entitlements
link.

Image: Agreement - Sites page

This example illustrates the fields and controls on the Agreement - Sites page.

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Chapter 26 Setting Up and Managing Agreements and Warranties

Image: Agreement - Agreement Line page: Price Information link

This example illustrates the fields and controls on the Agreement - Agreement Line page: Price
Information link.

Note: If you are creating an agreement for PeopleSoft HelpDesk and selected Internal as the agreement
category when you added the agreement, the system does not display the Sites and Price Information sub
pages and links. If you selected External - No Pricing as the agreement category, the system does not
display the Price Information sub page.

Agreement Line: View Line Summary

If an agreement has multiple agreement lines, they are listed in the Agreement Lines summary grid
(available when you click the View Line Summary link) with basic information such as agreement line
and service descriptions, product name, and product ID number. Click the agreement line number link
to access the Agreement Line Details group box, where you can edit and view the corresponding line in
detail.

If there is only one line in the agreement, the CRM system displays the Agreement Line Details group
box together with pricing, site, entitlements, and product information.

When you click the Line Details link at the top of the page, the CRM system displays information for
the selected agreement line in group boxes such as Retrieve Base Line Price, Calculate Final Line
Price, Entitlements and so on. To minimize the need for scrolling, you can click the Sites, Entitlements,
Installed Products, or Price Information links to view corresponding information selectively.

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Agreement Line: Line Details - Agreement Line Details

Use this group box to add new lines to the agreement. Enter the status, start and end dates, description and
service for the agreement service line. Click the Billing Information link to set up the billing schedule,
purchase order, and payment terms information for the agreement line.

The Billing Information link only appears when the customer is integrating with the Contracts module in
PeopleSoft Financials.

Note: For internal agreements (IT Help Desk and HR Help Desk), the Person Type and Worker Status
fields also appear in this section.

Agreement Line: Line Details - Service Pricing

Use this group box to enter purchase option and transactional information for the agreement line service.
Click the Price Definitions link to access the Service Pricing page.

Agreement Line: Line Details - Products

Use this section to define the products, purchase options, and prepaid quantity (if there is one). The
system displays the prepaid rate, base line price, and base line price unit if it is stored in the system.

To view the transaction price for the product, click the Transaction Price tab. This section displays the
transaction price on the corresponding agreement service pricing record. The price is based on the service
or service-product combination that is defined for the agreement line.

The CRM system matches the value for the service and product fields on the agreement line with a unique
pricing record that contains the same service and product values. In addition, this pricing record must
contain the appropriate currency code for the agreement line. Never define more than one agreement
service pricing record in the Pricing Information page for the same combination of service, product, and
currency code, because this implies multiple prices for a single transaction.

You may associate a support-oriented agreement line with multiple products unless you have an
integration to PeopleSoft Contracts. In this case you can only have one product per support-oriented
agreement line (an agreement line with no Service). If you are not using the Contracts Integration
feature, the save-edit check is disabled and you can enter multiple rows of data in the Product grid for the
agreement line.

After defining the product and purchase option (prepaid options, if applicable), the other price related
fields on this grid are populated when the user clicks the Calculate Final Price button.

When you perform an entitlement search from a case or a service order, the CRM system displays the
transaction price or the remaining quantity that is defined on the customer's agreement.

Note: A credit card link on support cases is enabled when the associated agreement line includes a price
per transaction and does not entitle the customer to 100 percent coverage of time, material, and expenses.
Also, many of the fields related to pricing do not appear if you selected External - No Pricing as the
agreement category.

Purchase Option Displays the method of purchasing the service or support

offering for an agreement or agreement service transaction.

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Chapter 26 Setting Up and Managing Agreements and Warranties

Prepaid Rate, Prepaid Unit, Displays the amount paid per unit of work or per unit of time,
Baseline Price and Baseline Price depending on the purchase option of the agreement.
Unit
Rates that are retrieved from an agreement service pricing
record with a flat purchase option can be by the hour, case, or
service order. Rates that are retrieved from an agreement service
pricing record with a time and material purchase option can be
per unit of time—hour, day, week, month, or year.

Transaction Purchase Option, Displays the transaction purchase option, the price per unit, the
Transaction Price Unit, Transaction total transaction price and the currency.
Price, and Currency Code
The currency that is displayed for the rate reflects the currency
that is entered on the Billing page of this component.

Remaining Quantity Displays the amount of the prepaid quantity that has not been
used. For field service agreements, the prepaid quantity is in
units of service orders or hours.

For example, the CRM system reduces this quantity each time a
user saves a new service order that is covered by the agreement
line. If the service order is canceled, the CRM system readjusts
the remaining quantity accordingly.

For support agreements, the prepaid quantity is in units of cases

or hours. Workflow processes must be implemented to update
remaining quantity on support agreements.

Agreement Line: Line Details - Valid Sites

Use this section to add any valid sites to the agreement line. The system displays the site ID and
description.

Note: Every line of a site-based agreement must be linked to at least one site.

Agreement Line : Line Details - Products Under Service

Use this section to add or delete any installed products that are covered by the agreement line. The system
displays the description, serial number, asset tag (if there is one), quantity, and site where the product is
installed.

Use the Add Installed Product and Delete Installed Selected Product buttons to make changes to the
products listed under this group box.

Agreement Line: Line Details - Entitlements

This section lists the entitlements that are contractually owed to the customer for an agreement line. These
are initially populated by using the set of entitlements that are defined on the Default Entitlements page of
this component. You can add or delete entitlements in the grid by adding and deleting rows.

The system also displays the Holiday Schedule field after the entitlements. It appears by default from the
Service Level page. You can override it or clear it. For Platinum customers, you may want inactivate the

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Setting Up and Managing Agreements and Warranties Chapter 26

holiday schedule by clearing the field. If you enter a holiday schedule without a service level, the system
treats it as a 7 x 24 entitlement with holiday schedule.

Entitlements Apply To
The system displays a group of fields based on the options you selected on the Agreement Search
Configuration page for the business unit you are using.

Use the fields that appear in this group box to link the response and restore times to the different values
for the various fields that appear.

For example, if you selected the Match Using Case Criteria option and selected Role, Department,
Priority, Source, and Location as categories that you wanted the system to use when searching for
agreements, the system would display all of the fields on this page.

If you do set values for the fields appearing in this group box, the system uses them to search for
agreements when a user selects the Select Agreement link from the Case page.

For example, if you set the Priority field to Low on this page, the system would locate this agreement line
and use the response and restore times that you set up on the agreement line for all low priority cases that
meet the other criteria of the agreement line.

For all low priority cases that fulfill the other matching considerations for a valid agreement line for all
low priority cases, the system uses other standard fields that are considered for an agreement match, such
as start and end date, status, product, installed product, asset, and so on. The system is not using the other
criteria in the Entitlements Apply To section.

Agreement Line: Line Details - Calculate Final Line Price

This section displays the variables that the CRM system used to calculate the final line price for the
agreement line.

Note: This section does not appear if you are creating an agreement for PeopleSoft HelpDesk and
selected Internal as the agreement category when you added the agreement. If you selected External - No
Pricing as the agreement category, the system does not display this section either.

Base Price Displays the base price for the service or service product
combinations of the agreement line.

Note: For agreement lines with a prepaid purchase option, this

value is informational only. The prepaid rate, not the base price,
is used to calculate the final line price.

Entitlement Adjustment Displays the sum of the uplift and discount percentage values
that are associated with the entitlements on this agreement line
after clicking the Calculate Final Price button.

Subtotal Displays the subtotal for the agreement line after the base price
has been adjusted by the entitlement uplift or discount.

Adjustment (Percentage) Select the positive (+) or the negative (–) sign from the drop-
down list box and then enter a percentage by which you want to
adjust the price of the agreement line.

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Chapter 26 Setting Up and Managing Agreements and Warranties

Adjustment (Amount) Select the positive (+) or the negative (–) sign from the drop-
down list box and then enter an amount by which you want to
adjust the price of the agreement line.

Reason Select the reason that you are making the adjustment. If the
reason is not listed in the drop-down list box, click the Other
link and enter the reason you are making the adjustment.

Final Line Price Displays the final price for the agreement line.

Sum of the Prepaid Quantity x Prepaid Rate

Calculate Final Price Click this button to calculate the final price for the agreement
line. The system retrieves all appropriate service or service/
product prices, calculates subtotals and adds and subtracts any
discounts or adjustments that you have made to the base price.

Agreement Line: Installed Products

The section lists all of the installed products covered by that agreement line. If the agreement covering
the service order has a scope of Site, the installed products are limited to those that match the sites that are
covered by the agreement line.

The CRM system displays the Products Under Service grid if you choose to view line details or just the
installed product information of the agreement line.

It lists the customer's installed products that are eligible for the service or support specified on the
agreement line. Installed product information must be added manually to the agreement.

When installed products are added to an agreement line, the CRM system automatically updates them on
the agreement line whenever replacements are made at the customer's site (when material is recorded in
the Service Order on the Time Material Expense page).

Before selecting an installed product, you must define a product for the agreement line; and, for
agreements with a scope of Site, select the sites that will be covered by the line.

If the scope of the agreement is Contact, the installed product choices are limited to those that match the
product and customer specified. You can never select installed products with a status of Uninstalled.

Agreement Line: Entitlements

This section lists the entitlements that are contractually owed to the customer for an agreement line,
including the holiday schedule. These are initially populated by using the set of entitlements that are
defined on the Default Entitlements page of this component.

Agreement Line: Sites

The section lists all of the sites associated with the agreement line: the allowable values are determined by
the sites that were entered on the Scope Details page. You can add or delete sites displayed in the grid by
adding and deleting rows.

Note: This section does not appear if you are creating an agreement for PeopleSoft HelpDesk and
selected Internal as the agreement category when you added the agreement.

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Setting Up and Managing Agreements and Warranties Chapter 26

Agreement Line: Price Information

Use this group box to enter purchase option and transactional information for the agreement line. Click
the Price Definitions link to access the Service Pricing page.

For more information and field descriptions, refer to the Line Details - Products section for the Agreement
Line Tab.

Note: This section does not appear if you are creating an agreement for PeopleSoft HelpDesk and
selected Internal as the agreement category when you added the agreement. If you selected External - No
Pricing as the agreement category, the system does not display this section either.

Related Links
Agreement - Line Defaults Page
Understanding Entitlement Searches
Agreement - Line Defaults Page
"Understanding AAF" (PeopleSoft CRM 9.2: Automation and Configuration Tools)
"Understanding the Service Data Model" (PeopleSoft CRM 9.2: Integrated FieldService)
"Setting Up the Order Materials Component" (PeopleSoft CRM 9.2: Integrated FieldService)

Agreement - Billing Page

Use the Agreement - Billing page (RF_AGREEMENT_BILL) to define agreement billing information.

Navigation

Customer Contracts CRM > Agreements > Agreements > Billing

Note: This page does not appear if you are creating an agreement for PeopleSoft HelpDesk and selected
Internal as the agreement category when you added the agreement. If you selected External - No Pricing
as the agreement category, the system does not display this page either.

Image: Agreement - Billing page (1 of 2)

This example illustrates the fields and controls on the Agreement - Billing Details page (1 of 2).

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Chapter 26 Setting Up and Managing Agreements and Warranties

Image: Agreement - Billing page (2 of 2)

This example illustrates the fields and controls on the Billing Details page (2 of 2).

Customer Information
These fields capture information to determine how much to charge the customer for the agreement and the
method of remittance that the customer uses.

Bill to Customer Select the customer that should be billed for the service. The
primary customer appears by default in this field.

Bill To Contact Select the contact that should be billed for the service. The
primary contact appears by default in this field.

Bill To Address Select the bill to customer address to which the bill should be
sent. The primary bill to address appears by default in this field.

Currency Code Select the currency that the customer is using for the transaction.

The currency name appears to the right of the field. When the
information is sent to PeopleSoft Contracts, the system prints
the name of the currency on the invoice. The base currency of
the sold to customer appears by default in this field.

Payment Information
Purchase Order Enter the customer-provided purchase order number.

Note: This field does not have any integration to PeopleSoft

Supply Chain Management (PeopleSoft SCM) and is not
required. If you enter a purchase order number in this field,
the system posts it to PeopleSoft Contracts. When PeopleSoft
Contracts sends the information to PeopleSoft Billing for
invoice generation, the system prints the purchase order number
on the invoice.

Invoice Select if the customer intends to pay for the service by invoice.

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Payment Terms If you selected the Invoice option, use this field to select the
payment terms for the invoice (for example, NET30 - Due in 30
days). The payment terms appear on the invoice that is sent to
the customer.

Credit Card Select if the customer intends to pay for the service by credit
card. The system displays the Credit Card Information link after
you select this option.

Credit Card Information Click to access the Credit Card Details page, where you enter
credit card authorization information, such as the card type,
card number, expiration month and year, and card verification
number.

Note: The system deletes the card verification number after the
credit card authorization process is completed.

The system populates the name of the cardholder, email address

and phone number of the bill to contact (selected on the Billing
page). It also populates the bill to address as the default address
for the new credit card. You can enter a new address, or click
the Edit link to update the selected address in the corresponding
Person record.

The system displays the authorization status, date, and code

on the Transactions Results page after you click the Submit
Transaction button on the Credit Card Details page.

Note: You can integrate credit card information with

Cybersource, a third-party card vendor.

The Credit Card Details page is also used in the Case

component to submit customers' credit card information for
authorization purposes.

See "Credit Card Information Page" (PeopleSoft CRM 9.2: Call

Center Applications).

Tax Parameters Click this link to access the Tax Parameters page. Use this page
to indicate whether the customer is exempt from taxes. If the
customer is tax exempt, enter the exemption certificate number
and tax code that the customer supplies to you.

The system uses a default tax code based on the customer's

address; however, you can override it by choosing another
value.

Schedule Select the schedule to indicate the way in which the revenue
needs to be recognized in the general ledger. The system
synchronizes this information from the general ledger.

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Billing Information
Managers can use this section to adjust the fees by increasing or decreasing a fee by a percent or by an
amount.

The system does not use the new price in the totals until a user clicks the Recalculate Totals button.
The system then calculates the sum of all active or closed lines, including those that have changed, and
provides the recalculated amount in the Total Amount field.

Click the Expanded button to the left of the Line column to view
all billable amounts that were included in the price for a given
fee.

+/-Add or Delete Button Select the positive (+) or the negative (–) sign from the drop-
down list box and then enter the number by which you want to
adjust the price of the agreement line.

Adjustment Enter the number, either a percentage or an amount, by which

you want to make an adjustment.

Type Select Percent or Amount.

Reason Select the reason for the adjustment. These values are user-
definable. You define reason codes on the Reason Code page
(select Set Up CRM > Common Definitions > Codes and
Autonumbering > Reason Codes). Use Agreement Billing
Adjustment, Case Billing Adjustment or Svc Order Billing
Adjustment as the reason type when you set up your reason
codes.

See "Setting Up Reason Codes" (PeopleSoft CRM 9.2: Call

Center Applications).

Other If the predefined values for the Reason field do not describe
the reason for the adjustment, click this link to access the Other
Reason page where you can enter a unique description of the
reason.

Extended Price This value is calculated when you click the Recalculate Totals
button. The system sums the total of the price, plus or minus any
adjustments.

Recalculate Totals Click this button any time there is a change to the Billing
Details grid that impacts the price or the currency code. The
system recalculates the total cost of the fees.

Clear Adjustments Click this button to clear the adjustments that were made and
return to the original total amounts.

Defining Warranties
This topic provides an overview of warranty definitions and discusses how to define warranties.

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Setting Up and Managing Agreements and Warranties Chapter 26

Page Used to Define Warranties

Page Name Definition Name Usage

Warranty Page RF_WARRANTY Define product warranties.

Understanding Warranty Definition

Use the Warranty component to define the duration and entitlements that are associated with a warranty.
Defined warranties are associated with items on the Item Definition page.

If a product references an item in its product definition and this item is associated with a warranty, any
installed product that is subsequently created for this product then contains the warranty information of its
own item. You can manually update or delete the associated warranty for an individual installed product.

For items that are installed at a customer's site, you can activate the warranty on a customer's installed
product by using the Installed Product component. When searching for entitlements for a product on a
case or service order, the CRM system checks the response time, so a warranty match may appear before
or after an agreement on the results page.

Related Links
"Understanding Item Definition in PeopleSoft CRM" (PeopleSoft CRM 9.2: Product and Item
Management)
Understanding Entitlement Searches

Warranty Page
Use the Warranty page (RF_WARRANTY) to define product warranties.

Navigation

Customer Contracts CRM > Agreements > Warranties > Warranty

Image: Warranty page (1 of 2)

This example illustrates the fields and controls on the Warranty page (1 of 2).

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Chapter 26 Setting Up and Managing Agreements and Warranties

Image: Warranty page (2 of 2)

This example illustrates the fields and controls on the Warranty page (2 of 2).

Warranty Details
Provider Select the organization that absorbs the cost of the services that
are covered by the warranty. Options include: Manufacturer,
Retailer, or Service Organization.

Critical Times
This section details the periods of coverage for the warranty. If an installed product is under warranty, its
default start date is determined by the ship date, installation date, or order date of the installed product, as
applicable. The CRM system calculates the end date by adding the warranty length to the start date.

Warranty Length Enter a number value to represent the length of the warranty.

Unit Select the time unit of measure for the warranty period. The
values are: Day, Month, Week, or Year.

Starts Select when warranty coverage begins.

Install: Coverage begins the date when the item is installed at

the customer site.

Order: Coverage begins the date when the item is ordered.

Ship: Coverage begins the date when the item is shipped to the
customer.

Days for Refund, Days to Return, Enter the number of days from the date in the Starts field during
and Days For Replacement which the customer is entitled to return the item for a full
refund, return the item to receive credit for the price of the item,
or return the item in exchange for a replacement item.

Use the check boxes in the center of the page to indicate, for informational purposes, how warranty
services are provided.

RMA Required (return material Select if installed products under warranty must be returned for
authorization required) warranty services by using RMA processing.

Walk-in Allowed Select if the customer can bring installed products under
warranty to your repair center.

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Warranty Transferable Select to keep the warranty in effect for the new owner if
ownership of the installed product changes.

On-Site Repair Select if installed products under warranty can be serviced at the
customer's site.

Invoice Required Select if the customer must provide a copy of the invoice for an
installed product under warranty before warranty services can
be performed.

Shipment Allowed Select if the customer can ship installed products under warranty
to your repair center.

Loaner Provided Select if the customer will be loaned a similar item while the
installed product under warranty is being repaired.

Entitlement Plan Name Select a default entitlement plan from the Entitlement Plan
Name field to initially populate the grid with a predefined set of
entitlements.

Entitlements
Use this section to add or delete entitlements from this set as necessary. Entitlement plans are established
on the Entitlement Plan Setup page. You can also manually enter all entitlement entries into the
Entitlements grid without entering an entitlement plan name to pre-populate the grid.

If you do not provide warranty service on holidays, select the holiday schedule that applies to your
company's hours of operation. The system uses this information to calculate start and end dates for
service.

Warning! If you change the entitlements that are offered by an existing warranty, you also change
the entitlements for any installed product that is covered by the warranty. When a warranty has been
associated with an installed product, you should not modify the warranty definition on the Warranty page.
Instead, define a new warranty with the required entitlements and update the warranty information on the
Item Definition page.
The CRM system displays the information that is associated with set of entitlements as defined on the
Entitlements page.

Related Links
Understanding Holiday Schedules
Understanding Agreements and Warranties
Defining Entitlements
Defining Entitlement Plans
"Managing Materials" (PeopleSoft CRM 9.2: Integrated FieldService)

Generating Sales Leads for Agreement Renewal

This topic provides an overview of lead generation for agreement renewal and discusses how to set it up

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Chapter 26 Setting Up and Managing Agreements and Warranties

Note: This feature is only available to customers that have licensed PeopleSoft Sales and PeopleSoft
Integrated FieldService.

Pages Used to Set Up Lead Generation for Agreement Renewal

Page Name Definition Name Usage

General Options Page RB_INSTALLATION Define how many days before or after
an agreement expiration date that a sales
lead should be generated.

Sales Lead Generation for Agreement RUN_CNTL_RFLEAD Start a batch process that runs on a daily
Renewal Page basis (recommended) to generate sales
leads for agreements that are about to
expire or have recently expired.

Lead - Discover Page RSF_LEAD_ENTRY Access sales leads that are generated for
agreements.

Understanding Lead Generation for Agreement Renewal

To help you sustain company revenue and be proactive about contract renewals for the established
customer base, set up PeopleSoft CRM to retrieve agreements that are expired or about to expire and
generate sales leads for them. Like other leads, the leads that are created for agreement renewal appear on
the Search Leads page for the sales team with Agreement as the lead source.

Lead Generation for Expiring and Expired Agreements

PeopleSoft CRM uses an Application Engine (AE) program, which runs on a daily basis (recommended
setting) to look for agreements that are about to expire or have recently expired (based on the number of
lead days that are defined by the user) and create leads for them.

When the AE program runs, it searches for agreements that are associated with the sales business unit that
is specified on the run control page. Because sales leads are keyed by business unit and agreements are
keyed by setID, the CRM system performs a business unit-setID mapping exercise in the background to
determine which setID corresponds to the selected sales business unit. All agreements in that setID are
processed, and all leads that are subsequently created will belong to the specified sales business unit.

Note: Only agreements with the status of Available are selected by the AE program for evaluation. The
AE program does not process agreement templates.

Among all available agreements in the given setID, the AE program generates sales leads for those whose
expiration date falls between the start and end dates of a time period that is calculated by using the user-
defined lead time. The start and end dates are calculated using this formula:

(Start Date) = (Current Date) - (Agreement Renewal Lead Time)

(End Date) = (Current Date) + (Agreement Renewal Lead Time)

For example, the AE program is scheduled to run today on October 15, and the lead time (in number
of days) that is defined at the installation level is 7. For any agreement with an expiration date between
October 8 through October 22, a sales lead is generated by the lead generation process.

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Setting Up and Managing Agreements and Warranties Chapter 26

When you look up a sales lead for agreement renewal from the Search Leads page, agreement-specific
information, such as agreement code and renewal number, is available on the Source tab as a reference.
You can also transfer to the read-only version of the agreement from the lead.

For agreement renewal purposes, an agreement can only be associated with one sales lead at a time. The
agreement is not selected by the AE program if a sales lead was already generated for it. In addition, the
CRM system does not generate sales leads for agreements that are already renewed.

Setting Up Lead Generation for Agreement Renewal

This topic discusses how to:

• Define lead time for generating leads.

• Generate leads for expiring agreements.

• Access leads that are generated for agreements.

General Options Page

Use the General Options page (RB_INSTALLATION) to define how many days before or after an
agreement expiration date that a sales lead should be generated.

Navigation

Set Up CRM > Install > Installation Options > General Options

Image: General Options page: General Options section

This example illustrates the fields and controls on the General Options page: General Options section.

In the Agreement Renewal Lead Time field, enter the number of days before expiration that an agreement
is eligible for the lead generation process. This is also the number of days after expiration that the
agreement is still eligible for the process. By default, this value is set to 90 days.

See Understanding PeopleSoft CRM General Options.

Sales Lead Generation for Agreement Renewal Page

Use the Sales Lead Generation for Agreement Renewal page (RUN_CNTL_RFLEAD) to start a batch
process that runs on a daily basis (recommended) to generate sales leads for agreements that are about to
expire or have recently expired.

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Chapter 26 Setting Up and Managing Agreements and Warranties

Navigation

Customer Contracts CRM > Agreements > Lead Generation > Sales Lead Generation for Agreement
Renewal

Image: Sales Lead Generation for Agreement Renewal page

This example illustrates the fields and controls on the Sales Lead Generation for Agreement Renewal
page.

Select a sales business unit for which leads will be created for expiring agreements after the AE program
(RF_AGR_LEAD) is run.

Note: The AE process should be run on a daily basis.

Lead - Discover Page

Use the Lead - Discover page (RSF_LEAD_ENTRY) to access sales leads that are generated for
agreements.

Navigation

Sales > Search Leads > Discover

Image: Lead - Discover page (1 of 2)

This example illustrates the fields and controls on the Lead - Discover page (1 of 2).

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Setting Up and Managing Agreements and Warranties Chapter 26

Image: Lead - Discover page (2 of 2)

This example illustrates the fields and controls on the Lead - Discover page (2 of 2).

Open a sales lead that is generated for agreement renewal purposes. You can click the Agreement link
to access the agreement that needs to be renewed. The name of the agreement is listed is part of the lead
name.

Related Links
"Creating a Sales Lead" (PeopleSoft CRM 9.2: Sales)
"Creating a Sales Opportunity" (PeopleSoft CRM 9.2: Sales)

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Chapter 27

Defining Pricing Information for Services

and Support Offerings

Establishing Pricing Records

This topic provides an overview on pricing records and discusses how to establish pricing records.

Page Used to Establish Pricing Records

Page Name Definition Name Usage

Service Pricing Page RF_SVC_PRICE Establish pricing records for service and
support offerings.

Understanding Pricing Records

This topic discusses:

• Pricing records.

• Types of pricing records.

• Products, services, and service activities on pricing records.

• Pricing records for each currency.

• Purchase options.

• Pricing structures on agreements.

Pricing Records
You use the Pricing Information component in PeopleSoft CRM to define pricing records for service and
support offerings. The system uses the pricing structure that you define to calculate prices on agreements.

When you are creating service orders and cases, you can use the Pricing Information component to look
up the price for work not covered by an agreement, such as on-demand service or support calls, or an
additional service activity that is not included in the service on the customer's agreement. The system,
however, automatically populates the price defined on the Pricing page for the transaction.

Note: With the pricing records that you define in the Pricing Information component, PeopleSoft CRM
can calculate agreement prices. It can also price on-demand transactions for cases and service orders as
well as service fees.

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Defining Pricing Information for Services and Support Offerings Chapter 27

Types of Pricing Records

You can define pricing records for these types of transactions:

• Agreements

• Agreement services

• Agreement cases

• On-demand services

• On demand cases

Agreement pricing records define the fee that the customer pays for an agreement that covers a specific
service or support offering. The agreement price is paid when the agreement is issued to or signed by the
customer. In addition, PeopleSoft CRM supports the ability to pay for the agreement on a recurring basis.

Agreement service or case pricing records define what the customer pays when the work that is associated
with the service or support offering on the agreement is performed.

On-demand pricing records define the amount that a customer pays for services or support offerings that
are not covered by an agreement. Typically, on-demand prices are higher than agreement services prices.
By purchasing an agreement, the customer may receive a discount on the normal price of a service or
support offering.

Products, Services, and Service Activities on Pricing Records

The prices that you define for agreements, agreement services, agreement cases, on demand case and on-
demand service pricing records can define rates for a service, a product, or both a service and a product.
Pricing records that only specify products are used by call centers to define rates for supporting specific
products and are identified as an agreement case or an on-demand case. Field service organizations
define pricing records for a service or for a combination of a service and a product and are identified as
agreement service or on-demand service.

When calculating pricing on an agreement, the system checks first for a price for the service-product
combination. If none is defined, the system uses the price that is defined for the service alone. For
support-based agreements, the agreement price is based on prices defined for products only.

You can also define rates for service activities and combinations of products and service activities. These
pricing records enable you to adjust a customer's invoice when he or she requests additional service
activities that are not included in the service.

For example, at the time that a customer requests a service that is covered by an agreement, you might
want to offer the ability to upgrade the service by adding additional service activities to the basic service
that is covered by the agreement. You can define a fee for each service activity that the customer adds to
the basic service. Note that you can define a pricing record for a service or a service activity, but not both.

Pricing Records for Each Currency

Every pricing record defines a rate in a specific currency. You must define a complete set of pricing
records for each currency that is valid for agreement, agreement service, agreement case, on demand case
and on-demand service transactions in your business. When you create an agreement, you can reference
the pricing records for only one currency.

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Chapter 27 Defining Pricing Information for Services and Support Offerings

Purchase Options
You can define prices for these types of purchase options:

• Flat

• Prepaid

• Time and material

A flat purchase option specifies a set price for a service or support offering on an agreement, an
agreement service, or an on-demand service pricing record. A flat rate for an agreement is expressed in a
time-based unit of measure, such as hours, days, weeks, months, or years.

For an agreement service, on-demand service, agreement case, or on-demand case, flat rates are expressed
in units of work, such as per case or per service order. The flat rate is expressed as an amount to be paid
for each installed product that is covered by that service. For example, if a flat rate is defined as 100 USD
per year for a service, and the agreement line that references that service has two installed products, the
line price would be calculated as 200 USD for one year.

With the prepaid purchase option, customers pay for a specified quantity of a service or support offering
at the time that they purchase the agreement. The prepaid purchase option applies only to agreement
pricing records. You define a price for a set quantity of cases or service orders, or a price for a certain
number of hours worth of work.

You may define different prices for the same service or service-product combination for different prepaid
quantities; for example, 100 USD per service order when prepaying 20 service orders, and 90 USD per
service order when prepaying 50 service orders. The prepaid quantity of cases or service orders is saved
on the agreement, and the value is decreased when a case or service order is created to account for the
consumption.

If the case or service order is subsequently canceled, the quantity is added back to the agreement. If the
prepaid quantity is in units of hours, the system decreases this quantity each time a technician or agent
reports time that is spent (total hours) on a service order or case that is covered by the agreement line.

The time and material purchase option defines a rate for the labor time that is required to perform the
requested work. This rate is always expressed as a time-based unit of measure and applies only to
agreement and on-demand service and case pricing records. Material is not directly accounted for by the
time and material purchase option. However, you can track material usage for service orders and manually
account for the material when creating the customer's invoice.

This table summarizes the valid data combinations on a pricing record and provides an example for each
combination:

Applies To Purchase Option Unit Prepaid Quantity Example

Agreement Flat Time-based (hour, day, Not allowed 200 USD per year.
week, month, year).

Agreement Prepaid Case, service order, or Required 30 USD per service

hour. order for a prepaid
quantity of 15.

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Defining Pricing Information for Services and Support Offerings Chapter 27

Applies To Purchase Option Unit Prepaid Quantity Example

Agreement service/case Time and material Time-based (hour, day, Not allowed 40 USD per hour.
week, month, year).

Agreement service/case Flat Case or service order. Not allowed 45 USD per service
order/case.

On-demand service/ Flat Case or Service order. Not allowed 55 USD per service
case order/case.

On-demand service/ Time and material Time-based (hour, day, Not allowed 75 USD per hour.
case week, month, year). For
cases it's only hour.

Pricing Structures on Agreements

On agreements, you can set up pricing structures that use various combinations of pricing records.

For example, your business might offer a five-year preventive maintenance (PM) service agreement
for air conditioners. For an agreement price of 500 USD, a service technician will perform preventive
maintenance tasks on a customer's air conditioner for five years.

For customers who buy this agreement, you also offer repair services for 75 USD per service call—a 50
percent discount off your on-demand rate. To support this agreement scenario, you define an agreement
pricing record with a flat purchase option for preventive maintenance service of 100 USD per year. You
also define an agreement service pricing record for your air conditioner repair service for a flat rate of 75
USD per service order. Your on-demand pricing record for the same service would be 150 USD.

After defining your pricing records, you create an agreement with a five-year duration that references
the agreement and the agreement service pricing records. The customer who buys the agreement pays
500 USD and receives preventive maintenance service for five years. If the customer's air conditioner
requires repair services, the customer pays 75 USD per repair service order for the duration of the five-
year agreement.

Note: Prepaid quantity is a fixed amount per contract, not per year. In this case, if someone were to
prepay for 10 PM visits (regardless of agreement duration), you can define a prepaid price of 50 USD per
service order for a quantity of 10 service orders. An alternate arrangement would be to define a flat rate
of 100 USD per year for unlimited PM service. For a five-year agreement, this would cost 500 USD for
unlimited PM service.

Related Links
Understanding Agreements and Warranties

Service Pricing Page

To establish pricing records, use the Service Pricing (RF_SVC_PRICE) component.

Use the Service Pricing page (RF_SVC_PRICE) to establish pricing records for service and support
offerings.

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Chapter 27 Defining Pricing Information for Services and Support Offerings

Navigation

Pricing Configuration > Service Pricing > Service Pricing

Image: Service Pricing page

This example illustrates the fields and controls on the Service Pricing page.

Note: To establish pricing for products that you sell, use the Price page under Products CRM. Also,
material costs for items are stored in the inventory system.

Search Filter
Select pricing information that meets a specific set of criteria. Enter the criteria and click the Search
button. If you click the Search button without specifying any criteria, the system returns all pricing
records that are defined for the setID.

Service Select a service to limit the search to pricing records that are
defined for a specific service. You define services by using the
Services component. Click the Transfer to Service button to
access the Services component. Services are not relevant to
pricing for support agreements.

Activity Select a value to limit the search to pricing information that

is defined for a specific service activity. You use the Service
Activity Code page to define activities. Click the Transfer to
Activity button to access the Service Activity Code page.

Note: Search criteria can include a service or an activity, but not

both. These fields are mutually exclusive on the pricing record.

Purchase Option Select a value to limit the search to pricing records for the
specific purchase option:Flat, Prepaid, or T&M (time and
material).

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Defining Pricing Information for Services and Support Offerings Chapter 27

Product ID Select a value to limit the search to pricing records for specific
product. You establish products in PeopleSoft CRM by using the
Product EIP or the Product Definition component.

Applies To Select a value to limit the search to pricing records for the
specific applies to option: Agreement, Agreement Case,
Agreement Service, On Demand Case, or On Demand Service.

Currency Code Select a value to limit the search to pricing records for a specific
currency. You establish currencies on the Currency Code page.

Prices
The system displays the pricing information records that meet the search criteria.

Applies to Information
Applies To Select the transaction that the pricing record applies to:
Agreement, Agreement Case, Agreement Service, On Demand
Case, or On Demand Service.

Purchase Option Select the purchase method for the service or support offering:
Flat, Prepaid, or T&M (time and material).

The Prepaid option applies only to pricing records for

agreement transactions.

The T&M option applies only to pricing records for agreement

service, agreement case, on demand case and on demand service
transactions.

Service Select the service that the pricing applies to, if applicable.
You use the Services component to define services. Click the
Transfer to Service button to access the Services component.
Services are not relevant to pricing for support agreements.

Product ID Select the product that the pricing record applies to, if
applicable. Click the Transfer to Product button to access the
Products component.

If you specify both a product and a service on a pricing record,

the price applies only to that particular service-product
combination. Pricing records that only specify products are
used only by call centers to define rates for supporting specific
products.

Activity Code Select the service activity that the purchase option applies
to. You can define pricing records for service activities or
combinations of service activities and products. You can define
a pricing record for a service or an activity, but not both.

You can use service activity price information to adjust a

customer's invoice when activities are added to a service that is

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covered by an agreement. The system displays the information

on the Billing page for the service order or case.

Rate Information
Currency Code Select the currency of the rate amount. You must define a
complete set of pricing records for service and support offerings
for each currency that you use.

Rate Amount Enter the amount that is charged per the specified unit in the
specified currency.

Unit Select the unit of work that is associated with the rate amount.
Depending on your Applies To and Purchase Option field
selections, you can specify a rate for the following work units:
Day, Hour, Month, S.O. (service order), Case, Week, or Year.

Prepaid Quantity Enter the number of work units of a service or support offering
that a customer pays for in advance. This value applies only to
the Prepaid purchase option.

See PeopleSoft FSCM: Inventory product documentation.

Related Links
Understanding Pricing Records
"Understanding Products in PeopleSoft CRM" (PeopleSoft CRM 9.2: Product and Item Management)
Understanding Agreements and Warranties
"Understanding the Service Data Model" (PeopleSoft CRM 9.2: Integrated FieldService)

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Chapter 28

Performing Entitlement Searches for Cases

and Service Orders

Understanding Entitlement Searches

This topic discusses:

• Entitlement searches.

• Minimum information that is required to perform entitlement searches.

• Warranty matches.

• Agreement matches.

• Service level suspensions for PeopleSoft HelpDesk.

• Delay Notifications.

• Workflow.

Entitlement Searches
Entitlements define what a customer is contractually owed for the service or support offering on an
agreement line or warranty. When you perform an entitlement search on the Service Order page or Case
page, the system searches for valid agreement lines or warranties that cover the work on the service order
or case and displays the associated entitlements.

The system uses the values that you entered in the fields for product ID, serial number, service, and either
site or site identification number (SIN) to search for agreement line and warranty matches for service
orders. For cases, the system uses the same fields (with the exception of service) as well as those for
contact or personal identification number (PIN).

For support cases, the system passes customer, contact, product ID, serial number, case ID, PIN, SIN, and
site as the search criteria for entitlement searches.

For help desk cases, the system passes employee, case ID, product, asset tag, priority, source, department,
location, employee role (defined as manager level in the Worker component), and person type (employee,
contingent worker, or person of interest) to the search. Additionally, for employees and contingent
workers, the employee status is passed to the search.

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Note: If the internal agreement search option is set to Match Using Case Criteria, the system additionally
passes priority, source, department, location and employee role information to PeopleSoft HelpDesk
searches, depending on the values that are set on the Agreement Search Configuration page. Likewise,
if the external case agreement search option is set to Match Using Case Criteria, the system additionally
passes case category, priority, source, type, and customer value information to PeopleSoft Support
entitlement searches, depending on the values that are set on the Agreement Search Configuration page.

If the system renders more than one warranty or agreement line that match the available search criteria,
you can select the appropriate one from the entitlement match list that is generated by the system. When
you make a selection, or if the CRM system finds only one match, the entitlement information of the
selected agreement line or warranty is automatically populated to the service order or case. You can view
the entitlement details directly on the service order or case.

Minimum Information That Is Required to Perform Entitlement Searches

Before you perform an entitlement search, you must provide a customer or employee that is associated
with a case or service order. Additionally, the case search uses the case ID plus one of the following:
contact, PIN, site, or SIN. The product ID and serial number or asset tag number are optional but are
recommended because they focus the search to a much greater degree.

For entitlement searches on service orders, you need to provide a site ID or SIN in addition to the
customer. You can further limit the search by entering a product ID (or the installed product ID, which is
identified by the serial ID on the service order), or a service.

When entering information on the case or service order, the system uses the product ID that you enter to
select the appropriate installed product records for the customer. If you do not enter enough information to
uniquely identify an installed product, all the matching entitlements are returned.

Warranty Matches
If you enter an installed product on the service order or support case, the system checks for a valid
warranty that applies to the installed product. The system identifies the installed product by using the
serial number that appears on the case or service order.

When an installed product is specified on the service order or support case, the system checks for the
following conditions:

• The installed product is associated with a warranty.

• The current date is equal to or later than the warranty start date.

• The current date is equal to or prior to the warranty end date.

• The status of the warranty is Active.

If all conditions are met, the system returns the warranty as a match. The system does not return, and you
cannot select, warranties from searches for a PeopleSoft HelpDesk case.

Agreement Matches
The CRM system searches for agreement line matches in addition to any warranty matches that are found.
For an agreement line to be considered for the entitlement search, the current date must fall on or between
the start and end dates on the agreement line, the agreement line must have a status of Active, and the
agreement itself must have a status of Active.

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Chapter 28 Performing Entitlement Searches for Cases and Service Orders

The customer who is listed on the service order or support case must match the customer who is identified
on the agreement.

The internal PeopleSoft HelpDesk agreement always applies to all employees, except when the user has
selected Match Using Case Criteria on the Agreement Search Configuration page for internal agreements
and has applied the various rules to individual agreement lines to limit the applicability of those lines to
certain groups of employees based on role or department. The administrative contact on the header page
for the internal agreement is NOT the worker for whom the agreement applies.

If a SIN is entered, the CRM system returns all agreement lines whose site matches the site linked to
that SIN on agreements with a scope of Site. If a site ID but not a SIN is provided, the system returns all
agreement lines that match the site ID.

Note: On a case in which a site ID was previously selected, the CRM system limits the selection of
installed products to those that are specified for that site. On a service order in which a site ID was
previously selected, the system limits the selection of products and installed products to those that are
available to the selected site only.

If you enter a PIN, the system returns all agreement lines whose contact (named caller) matches the PIN
on agreements with a scope of Contact. If a contact but not a PIN is provided, the system returns all
agreement lines where the contact is listed as the named caller.

Note that field service agreements only use authentication by site or SIN (not by named callers).
Therefore, no PIN field exists on the service order, and the contact's person ID is not matched against PIN
entries in agreements.

If an installed product is identified on the case or service order, the system returns all agreement lines
that list the installed product as a product under service. Agreement lines that cover the corresponding
product ID and do not list individual installed products (for example, agreement lines that provide blanket
coverage) are also returned.

Note: The Agreement Search Configuration page enables you to choose the rules on how you want the
system to return lines for agreement searches. For PeopleSoft Support, Integrated FieldService, and
HelpDesk you can enable the system to search for agreements based on the shortest or longest response
times; or let the user select from all matches. Additionally, for PeopleSoft HelpDesk and Support, you can
set up specific rules by which the system will search for agreements by matching on additional criteria.

Service Level Suspensions for PeopleSoft HelpDesk

When a service level agreement (SLA) cannot be met for justifiable reasons, an agent using PeopleSoft
HelpDesk can change a case to the On Hold status. In this situation the system sends a suspension
notification to the agent’s manager. This also applies to PeopleSoft Support.

The system stops the clock for the service agreement and clears the response and restore dates and times.
When the case is activated again, the agent or manager changes the case status back to Open. When
this happens the clock resumes from where it left off and the response and restore dates and times are
recalculated to reflect the on hold period.

To facilitate these processes, PeopleSoft delivers these notifications and workflow exceptions:

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Delay Notifications
When the agreement is applied, the system sends out a delayed notification to remind the agent, provider
group, or call center manager of a potential SLA delay. PeopleSoft delivers these notifications as sample
data:

• Response

• Based on delayed percentage configured through AAF, the system sends a notification to the agent
regarding initial response if it's not met yet. If no agent is assigned to the case, the system sends
notification to the provider group. If no provider group is defined on case either, the system send
notification to the call center manager.

• When the delay reaches 100 percent of the response time, the system sends a notification to the
agent and manager regarding the response exception and sets the service agreement response met
flag to No.

• Restore

• Based on delayed percentage configured through AAF, the system sends a notification to the agent
warning of potential service agreement exceptions (the same change as response.)

• When the delay reaches 100 percent of the restore time, the system sends a notification to the
agent and manager regarding the restore exception and sets the service agreement restore met flag
to No.

Workflow
This is general workflow delivered for SLA, not workflow exceptions. The CRM system delivers these
workflows as system data:

• SLA Start

When a case is associated with a service agreement or warranty, the system triggers an SLA start
event to create an event history entry with an agreement code or warranty name.

• Delayed Notification

When service starts, the system schedules delayed notifications. The system sends an initial
notification to the agent, provider group, or call center manager regarding call back or warning of
potential exceptions. When you first install your CRM application, PeopleSoft delivers 90% delayed
notification. The system sends out a notification when the case is not responded to and is past 90%
of the customer's entitled response. You can, however, percentage easily configure this percentage in
AAF.

• SLA Response Met

When a case is responded to within the entitled response time, the system triggers an SLA Response
Met event and creates an event history record.

• SLA Restore Met

When a case is closed within the entitled restore time, the system triggers an SLA Restore Met event
and creates an event history record.

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• SLA Response Exception (Application Engine process)

This workflow exception is scheduled as a delayed Application Engine process when service starts.
When the service response is not met, the system wakes up the Application Engine program. The
program calls the component interface (CI) to set the response met flag to No, and then triggers the
SLA Response Exception workflow.

• SLA Response Exception (workflow)

When the response met flag is set to No, the system sends a notification to the agent and manager and
inserts a record into event history.

• SLA Restore Exception (Application Engine process)

This workflow exception is scheduled as a delayed Application Engine process when service starts.
When a case is still open at the time restore is reached, the system wakes up the Application Engine
program. The program calls the CI to set the restore met flag to No, and then triggers the SLA Restore
Exception workflow.

• SLA Restore Exception (workflow)

When the restore met flag is set to No, the system sends a notification to the agent and manager and
inserts a record into event history.

• SLA Change

Users with the change privilege can open the case, clear the service agreement, change the search
criteria (changing priority or source is mainly for PeopleSoft HelpDesk users). For PeopleSoft
Support and helpdesk, users with privilege can clear the SLA, change other items, and reattach
the SLA. Additionally, they can attach another service agreement based on the new criteria. This
workflow event triggers the SLA Change workflow to create an event history entry indicating a new
service agreement code. As such, a new service agreement cycle starts. The system also cancels any
outstanding service agreement exception workflows and triggers the rescheduling of the service
exception. The user can detach the SLA in the SLA section for a case. PeopleSoft delivers sample
data so that only call center managers and help desk managers can detach an SLA.

• SLA Suspension

When an agent changes a case status to On Hold, the system triggers an SLA Suspension event. The
system sends a notification to the manager. It also cancels any outstanding delayed notifications and
service exception workflows.

• SLA Resume

When a manager declines the service agreement suspension or the case is ready to be worked on
again, the manager or agent changes the case status from On Hold to an Open status. The system
triggers an SLA Resume event to reschedule service exception workflows.

When a case is not assigned to any agent, a notification is sent to the provider group on the case. If there
is no provider group, a default provider group on the Business Unit Setup page is used for notification.

Related Links
Configuring the CRM System for Agreement Searches
Understanding Agreements and Warranties

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"Understanding the Configurable Case" (PeopleSoft CRM 9.2: Call Center Applications)
"Understanding Service Orders" (PeopleSoft CRM 9.2: Integrated FieldService)

Performing Entitlement Searches

This topic discusses how to search for and view agreements and warranties.

Pages Used to Perform Entitlement Searches

Page Name Definition Name Usage

Entitlement Match Page RF_ENTL_LIST_SEC View and then select the entitlements
defined on the agreement line or
warranty that cover the service on a
service order or the support offering on a
case. This page appears only if multiple
agreement lines or warranties meet the
entitlement search criteria.

Entitlement Match Page

Use the Entitlement Match page (RF_ENTL_LIST_SEC) to view and then select the entitlements defined
on the agreement line or warranty that cover the service on a service order or the support offering on a
case.

This page appears only if multiple agreement lines or warranties meet the entitlement search criteria.

Navigation

• From the Case or Service Order page, click the Select Agreement or Warranty link.

• For PeopleSoft HelpDesk cases, select the Select Agreement link from the Case page.

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Image: Entitlement Match page

This example illustrates the fields and controls on the Entitlement Match page.

The system displays agreements and warranties that meet the entitlement search criteria that is entered for
the service order or case. Select the appropriate agreement line or warranty for the case or service order.
The system displays the details for the agreement line or warranty in the Details group box. You can only
select one agreement line or warranty.

Note: If you have not saved the service order, you can perform another entitlement search and select a
different warranty or agreement line by clicking the Edit button on the Service Order page.
For cases, agents can attach an agreement, but only the manager can detach it once it saved. When an
agent selects an agreement on a case, he or she can still perform another search by clicking the Clear link
and selecting a different agreement before saving the case.
Once the case is saved, only the manager has the privilege to change the agreement. This is controlled
through the rule-based security that is defined in the Display Template Component pages for the Clear
field. PeopleSoft delivers help desk manager and call center manager as sample data and provides these
user IDs with the ability to detach agreements.

See "Understanding Display Templates" (PeopleSoft CRM 9.2: Automation and Configuration Tools).

Select One Line for Entitlements

Name and Type Displays the name (agreement or warranty) of the entitlement
match. Click the adjacent Agreement or Warranty Transfer
button to access the corresponding Agreement or Warranty
component.

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Renewal Number Displays the renewal number for the agreement. There are no
renewals for warranties.

Line Displays the agreement line number that specifies entitlements

for the combination of relevant criteria that has been entered on
the case or service order.

Note: As described earlier in this topic, the criteria used for

identifying agreement lines may include more than just the
customer, site, and product ID.

Description Describes the agreement or warranty as it was entered into the

system.

Service Describes the service that is associated with the agreement or

warranty. Click the Transfer to Service button to access the
Service page and view details of the service as it was entered
into the system. The system displays this field for PeopleSoft
Integrated FieldService only.

Entitlement Details
Lists the entitlements that define the response time, restore time, service level, or coverage that are
contractually owed to the customer as defined by the agreement line or the warranty.

Product Information
Product ID and Product Description Displays the ID and description of the product

Currency Displays the currency of the transaction price. The system does
not display this field for PeopleSoft HelpDesk.

Transaction Price Displays the price of the transaction for receiving support
or the specified service for the product (repair, preventive
maintenance, and so on). The system does not display this field
for PeopleSoft HelpDesk.

Purchase Option Displays the method of purchasing the service or support

offering for an agreement or agreement service transaction. The
system does not display this field for PeopleSoft HelpDesk.

Options are:

Flat: The service or support offering is purchased for a flat fee.

Prepaid: A specified number of work units of the service or

support offering is purchased in advance. There is no transaction
fee for the service or support offering as long as there is
remaining quantity for the agreement line.

T&M (time and material): The price of the service or support

offering per transaction is based on the labor rate.

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Remaining Quantity Displays the amount of unused, prepaid quantity. As long as

a positive quantity remains, there is no transaction fee for the
service order or support offering. For field service agreements,
the prepaid quantity is in units of service orders or hours, and
the system decreases this quantity by 1 service order or the
appropriate number of hours specified in the timelog as billable
each time a service order that is covered by the agreement line is
saved.

If the service order is canceled, the system increases the

appropriate number of hours or remaining quantity by 1. For
support agreements, workflow processes must be implemented
to update remaining quantity. Lines with zero remaining prepaid
quantities are not shown.

Note: The system makes any agreement line available for

selection that has more than one product for which there are
some products with a zero prepaid balance and some products
that have a positive prepaid balance or do not use the prepaid
purchase option. If the user selects that line, the system makes
the corresponding detail section with the product lines that have
zero prepaid balances unavailable for selection.

Related Links
Understanding Entitlement Searches
Understanding Agreements and Warranties

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Chapter 29

Managing PeopleSoft Customer

Relationship Management Integration
Points

Understanding the Interactive Services Repository

The Interactive Services Repository (ISR) is a compilation of information about the numerous service
endpoints exposed by Oracle's PeopleSoft and JD Edwards product families. Integration Points, also
known as EIPs or XPBs, are the web service connections that enable PeopleSoft and JD Edwards
applications to work smoothly with third-party systems and software, as well as other Oracle applications.

ISR works in conjunction with PeopleSoft product documentation to help users and implementation
specialists fully explore the integration capabilities of our products.

Developers use ISR to document the technical structure of an integration point, its design patterns, and
underlying technology. Analysts will use ISR to explore and understand integration points from a business
process context. This is especially useful when implementing an Oracle-supported reference business
process across multiple products and release versions.

Key Search Features of ISR

ISR contains high-level information about each integration point, including:

• Brief description.

• Product family.

• Product owner.

• Business Process association.

• Data rules.

• Setup rules.

ISR enables you to quickly discover the integration points that are relevant to your specific needs. You
can search for integration points by name, integration set, product, between products, business process,
and technology type. Use My Oracle Support to access ISR.

See Introduction to the PeopleSoft Interactive Services Repository (ISR)) [ID 735571.1].

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Understanding PeopleSoft CRM Integration Points

PeopleSoft CRM integration points enable you to:

• Send or publish service operations to a third-party system.

• Accept or subscribe to service operations from third-party systems.

• Send a synchronous request and reply transaction to a third-party system for processing.

Processing PeopleSoft Business Interlinks Transactions

Sometimes PeopleSoft CRM needs to call an external system vendor's application to request information.
This information must be provided in a realtime, synchronous mode. The PeopleSoft application waits
for the answer from the other application in realtime, before the PeopleSoft application can continue
processing.

These transactions use PeopleSoft Business Interlinks definitions to specify the data passed to this
external system as well as to define the output to be received from the external system. The data that is
passed from the interlink object is interpreted by an interlink plug-in, which then contacts the external
system, passes the data in the correct form, retrieves the data, and then passes it, in the correct form, back
to the interlink object.

Note: Business Interlink are just one of the ways you can process realtime transactions. There are many
different ways you can capture this kind of information. Please refer to the ISR on My Oracle Support for
more information.

See:.

• PeopleTools: PeopleCode API Reference product documentation

• Introduction to the PeopleSoft Interactive Services Repository (ISR) [ID 735571.1]

Processing Inbound Service Operations

Third-party systems can send PeopleSoft applications information using a number of integration points
established throughout the system. Depending on the application, various technologies provide multiple
options for interacting with the PeopleSoft system. Each option provides audit trails, validations, and error
handling to insure that data integrity is maintained within the PeopleSoft database.

Understanding the Inbound Transaction Architecture

Depending on the requirements of the interacting system and the integration point within the PeopleSoft
system, various technologies are used to receive transactions into the PeopleSoft system:

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Chapter 29 Managing PeopleSoft Customer Relationship Management Integration Points

Application Message Based Transaction

The PeopleSoft Application Messaging functionality provides a method for asynchronous
communications between external systems and PeopleSoft applications using industry standard XML-
formatted messages. XML messages are automatically loaded into the PeopleSoft system by setting the
queue status to run for each message type. You can view all transactions in the transaction log and access
the detail pages that enable you to correct transaction errors. Most subscription processes get associated to
handlers. Handlers are then defined on a service operation.

The Inbound File Publish utility, which utilizes the File Layout Object tool, may also be used to
automatically convert flat file input to XML-based application messages.

Electronic Data Collection Transaction Pages

PeopleSoft CRM includes transaction pages for many of the inbound transactions. The transaction
pages are designed for quick data entry. There are minimal edits, and no application database updates
are performed in these pages as the background programs scanning the transaction logs handle detail
processing. The transaction pages provide a method of quick data entry for much of the transaction-based
information processed by the system. You can enter the transactions directly onto the page, or attach a
wedge and bar code reader to take advantage of bar code scanning benefits.

System-Generated Transactions
Several transactions that are fed in the transaction log are generated from internal application programs.
By generating these transactions, applications push heavy processing functions to a background mode.

Validations, Error Handling, and Database Updates

Most inbound transactions, no matter which technology delivers them to the PeopleSoft system, are
loaded into staging tables, where they are validated by background routines scanning these transaction
logs awaiting incoming work. If errors are found, the transaction status in the transaction log is changed to
Error, and rows are inserted into error tables for each error message.

Error messages appear on the Transaction Maintenance page for transactional type data such as, inventory
adjustments and purchase order receipts (select PeopleTools > EDI Manager > View EDI Audit Trail >
Transaction Maintenance).

For definitional type data such as item master and bills of material, the Data Definition page is used to
review and correct the erroneous information.

Once you have corrected the information and saved the page, the transaction is ready to be reprocessed.

Some transactions provide functionality to immediately validate and update application tables from
subscription processes. For example, the Consumer and Par Location Count transactions both attempt to
update the application tables, but if errors are found, the transactions write the data to the error tables so
that corrections can be made.

SeePeopleTools: Integration Broker and PeopleTools: Integration Broker Service Operations

Monitorproduct documentation.

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Processing Outbound Service Operations

Outbound EIPs exist throughout the PeopleSoft system, providing interface points for third-party
applications requiring information as activity occurs within the PeopleSoft system. The PeopleSoft
Application Messaging technology is utilized to format and publish industry standard XML messages. For
example, as item master information is entered into PeopleSoft applications, the system generates XML-
based messages and delivers them to third-party systems requiring this information to set up their own
item master tables.

Understanding the Outbound Transaction Architecture

PeopleSoft CRM applications as well as interacting third-party systems have various processing and
timing requirements that dictate when information can be generated or received. For this reason, the
integration points provided by PeopleSoft utilize a number of different approaches when generating
outbound application messages.

For example, a third-party system requiring item master information from the PeopleSoft Inventory
application may want immediate incremental updates as information is changed online or may want
periodic updates on a nightly or weekly basis. The Item Master EIP provides both options, giving the
third-party system the choice as to how it wants to receive this information.

Component or Incremental Publish

The system generates Component Published messages immediately upon saving a component in various
PeopleSoft applications. Components used to maintain setup type information such as items or customers
utilize the Component Publish approach.

Batch Publish
Batch Publish messages provide the functionality to group many like transactions into a single message.

Background processes that work on batches of transactions at one time utilize this approach.

In addition, other processes use this approach where interface requirements demand various groupings
of like transactions based on common information within each transaction. For example, an Advanced
Shipping Notice message can be published to a customer when the customer's order is shipped within the
PeopleSoft Inventory system. This message may go directly to the customer or it may go through third-
party software that converts the XML message to one of the industry standard EDI formats, such as X.12,
before passing it on to the customer. Using the options available with the Batch Publish approach, users
can dictate whether to create a single message for all customers to send to the third-party software or
create individual messages to send directly to each customer.

PeopleSoft CRM applications all use the Publish Outbound Message process to initiate the Batch Publish
messages. Built into this routine is the Batch Publish utility, a common PeopleSoft tool that provides the
functionality to group and filter or “chunk” messages as noted in the previous example.

The Batch Publish utility also provides the option to create flat files instead of XML messages, when
file layout objects exist for transactions being generated. File layout objects are easy to modify, and
PeopleSoft provides examples for all transactions included in the EDI feature.

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Full Data Replication

Full data replication is the process used to seed, or initially populate or repopulate, a copy of an entire
table onto a remote database or legacy system. The entire contents of the table are published to all systems
that require a copy of the table. Generally, full data replication occurs with setup tables—that is, relatively
static, low volume tables keyed by setID.

Once a copy of the table exists, incremental updates provide a mechanism or process to keep the copy up-
to-date with changes made on the master. Incremental updates occur most often with transaction tables—
that is, frequently updated tables keyed by business unit.

Most full data replication message names end in _FULLSYNC.

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Chapter 30

Setting Up Common Industry Functionality

Understanding Industry-Specific Setup

Industry-specific setup consists of three setup steps:

• Core functionality required for the industry.

• Requirements common to all industry-specific installations.

This topic discusses the setup requirements for industry-specific functionality. The setup requirements for
core functionality are discussed in the appropriate topics.

Requirements Applicable to All Industries

This sections discusses:

• Markets.

• Industry-specific page setup.

• Industry-specific translate values.

• Display templates.

Markets
PeopleSoft CRM industry applications are built on the core applications. Market is an attribute of every
PeopleTools component that is used to enable the system to make components available to only certain
industries. When developers add custom features to the copy of a core component that is going to be used
for a specific industry, the component is marked with an industry market setting so that the system knows
that both the component and the added custom features are specific to an industry application.

See Understanding PeopleSoft CRM General Options

Industry-Specific Page Setup

PeopleSoft CRM identifies a list of component pages that are used in both core and industry applications
using the Industry-Specific Page Setup page. Set by market, each page setup definition includes
information, such as the base page, menu name, item name, page name, record, base record, bar name,
component name, page item name, and component interface name of the specified component page. The
system uses this page setup data to facilitate the communication between applications.

See Industry-Specific Page Setup Page

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Industry-Specific Translate Values

Using industry-specific translate pages, you can set up field values for industry use without performing
any development tasks in PeopleSoft Application Designer. As you open a page after the setup, depending
on the market to which this opened page belongs, the industry-specific translate values (for drop-down list
boxes with declared industry-specific translate values) appear.

See Industry-Specific Translates Page

Display Templates
The introduction of display templates eliminates the need for component cloning. The idea is to make the
look and feel of components entirely configurable using templates, so that they can potentially be used in
any scenario. In the display template framework, only one version of a component exists. This component
is a consolidation of all its variants and it consists of all the parts and pieces that can be manipulated.
Each implementation that wants to present the component in its specific way creates a display template
for the component. Through the display template, you can control the visibility of component pages and
fields, alter section and field labels, apply field-level security and setup options that are available to the
component.

See "Configuring Display Templates for Components" (PeopleSoft CRM 9.2: Automation and
Configuration Tools)

Setting Up Common Industry Functionality

This section discusses how to:

• Set up industry-specific pages.

• Set up industry-specific translate values.

Pages Used to Set Up Common Industry Functionality

Page Name Definition Name Usage

Industry-Specific Page Setup Page RB_MKT_PAGE View a list of component pages that are
used in the industry applications.

Industry-Specific Translates Page RB_MKT_XLAT View or modify a list of translate values

that are used in the industry applications.

Industry-Specific Page Setup Page

Use the Industry-Specific Page Setup page (RB_MKT_PAGE) to view a list of component pages that are
used in the industry applications.

Navigation

Set Up CRM >Product Related >Industry >Industry-Specific Page Setup >Industry-Specific Page Setup

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Image: Industry-Specific Page Setup page

This example illustrates the fields and controls on the Industry-Specific Page Setup page.

Set by market, each page setup definition includes information, such as the base page, menu name, item
name, page name, record, base record, bar name, component name, page item name, and component
interface name of the specified component page. The system uses this page setup data to facilitate the
communication between applications.

Note: Do not modify the information delivered on the Industry-Specific Page Setup page unless you are
customizing PeopleSoft CRM. Customizing requires you to update several values (such as the component
interface name) on this page.

Industry-Specific Translates Page

Use the Industry-Specific Translates page (RB_MKT_XLAT) to view or modify a list of translate values
that are used in the industry applications.

Navigation

Set Up CRM >Product Related >Industry >Industry-Specific Translates >Industry-Specific Translates

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Image: Industry-Specific Translates page

This example illustrates the fields and controls on the Industry-Specific Translates page.

Using industry-specific translate pages you can set up field values for industry use.

See Understanding Business Units in PeopleSoft CRM

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Chapter 31

Using the PeopleSoft Data Migration

Workbench for Application Data

Understanding the PeopleSoft Data Migration Workbench

The PeopleSoft Data Migration Workbench facilitates the Configuration Management process to migrate
application configuration data. Using Application Data Sets (ADS) as its underlying transport technology,
the Data Migration Workbench enables you to compare, validate, and copy the content data from one
database to another.

The Data Migration Workbench is an effective alternative to Data Mover scripts, providing greater
visibility and control of managed changes in your environments. Any authorized developer or
administrator can easily define application data sets using the PeopleSoft Pure Internet Architecture (PIA)
and compare and copy the data in much the same way as the copy and compare process of managed
objects.

Note: You can still use Data Mover scripts to load application data; however, Data Mover does not
provide a way to compare and validate the data that is copied. Although ADS does provide basic
validation, you should validate your results by running tests using test environments first before using
ADS to migrate data to your production environment.

Data Migration Using Application Data Sets

The Application Data Set functionality is comprised of the following components:

• Data Set Designer

• Data Migration Workbench

Data Set Designer

Authorized administrators use the Data Set Designer to create data set definitions (ADS definitions) as a
hierarchical structure of records and their collective properties.

A data set definition, with its group of records, constitutes a data set. Both record definitions and data set
definitions are metadata that define the shape of the migration data. The same data set definition must
exist in any PeopleSoft database that participates in a data set copy or compare.

Data Migration Workbench

Authorized administrators can then use the Data Migration Workbench to insert data set instances (data
content) into projects that represent a unit of work as a data migration project. Data migration projects are
like managed object projects: a collection of data set instances with various data set definitions. The Data
Migration Workbench enables administrators to copy and compare projects containing data sets as well as
view compare reports and validation reports.

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You can also integrate the Enterprise Components Approval Framework to provide administrative control
of the Project Copy from File process. Employ enhanced security to ensure that the Data Set definitions
are suitable for copying data, to enable user security for the PIA data set pages, and assign access to
copy and compare the data. PeopleSoft delivers the MigrateData process ID for enabling data migration
Approval Framework.

Using Application Data Sets

The Application Data Set functionality includes the Data Set Designer component (PTADSMMGR) and
the Data Migration Workbench component (PTADSDMW):

1. Data Set Designer - Authorized administrators use the Data Set Designer to create data set definitions
(ADS definition) as a hierarchical structure of records and their collective properties. A data set
definition, with its group of records, constitutes a data set. Both record definitions and data set
definitions are metadata that define the shape of the migration data. The same

2. Data Migration Workbench - Authorized administrators can then use the Data Migration Workbench
to insert data set instances (data content) into projects that represent a unit of work as a data migration
project. Data migration projects are like managed object projects: a collection of data set instances
with various data set definitions. The Data Migration Workbench enables administrators to copy and
compare projects containing data sets as well as view compare reports and validation reports.

You can also integrate the Enterprise Components Approval Framework to provide administrative
control of the Project Copy from File process. Employ enhanced security to ensure that the Data Set
definitions are suitable for copying data, to enable user security for the PIA data set pages, and assign
access to copy and compare the data. PeopleSoft delivers the MigrateData process ID for enabling
data migration Approval Framework.

Pages Used in Data Set Migration

Page Name Definition Name Usage

Dataset Designer - Identity PSADSDEFNPAGE Identify the top-level properties of the

data set.

Dataset Designer - Validation PSADSVALIDATION Define the extension application class

that will be used to validate the data in
the ADS definition.

Data Migration Workbench – Project PTADSDMWPRJDEFN Define the data migration project.
Definition

Data Migration Workbench - Data Set PTADSDMWCONTENT Define the data content for the project.
Content

Data Migration Workbench – Project Definition Page

Use the Data Migration Workbench – Project Definition page (PTADSDMWPRJDEFN) to define the
migration project.

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Navigation

PeopleTools >Lifecycle Tools >Data Migration Workbench >Project Definition

Image: Data Migration Workbench - Project Definition Page

Data Migration Workbench - Project Definition Page

Add a project name for your migration project and select the data set name for the project content that you
want to migrate. For Allocations, for example, you can select the following delivered data sets to migrate
your allocation configurations from one database to another:

• ALLOCATION_STEP

• ALLOCATION_GROUP

• ALLOCATION_REQUEST

Data Migration Workbench - Data Set Content Page

Use the Data Migration Workbench – Data Set Content page (PTADSDMWCONTENT) to define the
data content for the migration project.

Navigation

PeopleTools >Data Migration Workbench >Data Set Content

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Image: Data Migration Workbench - Data Set Content Page

Data Migration Workbench - Data Set Content Page

If you have selected more than one data set for your project, make sure you select each data set name for
which to insert the content that you want to migrate.

CRM has provided the following Data Sets that can be used as is for a set of predefined CRM data.

Note: The appropriate Enterprise Components Data Sets should be already set up for the CRM Data Sets
to work.
For more details, see "Understanding Application Data Sets" (PeopleSoft 9.2: Active Analytics
Framework)

Data Set Definition Name Description

AAF_ACTION_HIST Action History

AAF_BRANCH_SCRIPT AAF Branch Script

AAF_BUS_PROJ DisplayAlert Action Config

AAF_CASE_ACTIONS Case Actions

AAF_CASE_ACTION_HIST Case Action History

AAF_CASE_ENT_BAL Event Configuration

AAF_CASE_REL Case Relationship Action

AAF_CASE_SUG_ACTN Configure Suggested Action

AAF_CM_ACTION_HIST Change Request History

AAF_COMP_WL External Worklist Entry

AAF_DISP_TEMPLATE Display Templates

AAF_LEAD_ACTION Lead Actions

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Data Set Definition Name Description

AAF_POSTPRCS Post Processes

AAF_WORKFLOW AAF WORKFLOW

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Chapter 32

Using PeopleSoft Fluid User Interface Home

Pages

Understanding PeopleSoft Fluid User Interface Home Pages

This overview discusses the PeopleSoft Fluid User Interface.

The PeopleSoft Fluid User Interface

Oracle’s PeopleSoft has two user interfaces:

• PeopleSoft Classic User Interface, which was designed to be used on a laptop and desktop.

This interface was previously known as PIA (PeopleSoft Internet Architecture).

• PeopleSoft Fluid User Interface, which was designed to be used on mobile devices, but can also be
used on a laptop and desktop.

Oracle delivers fluid pages for a variety of PeopleSoft CRM self-service transactions.

Fluid mode is enabled in web profiles. When fluid mode is enabled, an additional web profile setting
controls whether fluid mode is available on desktop devices as well as mobile devices. On desktop
devices, fluid pages appear only if the browser supports the PeopleSoft Fluid User Interface. Users with
older browsers see only classic pages even if fluid mode is enabled for desktop devices. If fluid mode is
disabled, fluid pages and content references throughout the system are disabled, Users can still access the
classic versions of pages that have both classic and fluid versions, but transactions that exist only as fluid
components are not accessible.

For details on enabling Fluid and browser compatibility, refer the following PeopleTools documentation
regarding the PeopleSoft Fluid User Interface:

• PeopleTools: Applications User's Guide, Working With PeopleSoft Fluid User Interface.

• PeopleTools: Fluid User Interface Developer’s Guide

Fluid Home Pages

Home pages are collections of tiles that users tap to access transactions.

Note: Currently a home page on a smartphone will not display tiles to classic pages.

Users can have multiple home pages. The main Fluid Home provides access to all of these home pages.
The Fluid Home appears when users sign into the system in fluid mode (that is, when users sign in from a

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Using PeopleSoft Fluid User Interface Home Pages Chapter 32

mobile device or, if fluid is enabled for desktop devices, from a browser that supports fluid pages). Users
can additionally access the Fluid Home by selecting Fluid Home from the classic menu.

PeopleSoft Fluid User Interface Concepts

Getting Started with PeopleSoft Fluid User Interface

The Fluid Home initially displays the user’s default home page. To access a different home page, the user
taps the home page title and then selects a different home page from the list that appears.

Tapping a tile on a home page opens the corresponding transaction. Most of the delivered tiles open fluid
pages, but a few open classic pages.

Personalization options enable users to choose which tiles appear on each home page.

PeopleSoft CRM includes four delivered home pages. The delivered home pages and their tiles are
described in these topics:

• Using the HR HelpDesk Agent Home Page

• Using the HR HelpDesk Manager Home Page

• Using the HelpDesk Agent Home Page

• Using the HelpDesk Manager Home Page

Fluid Transactions and Conditional Navigation

If a fluid page is equivalent to a classic page, then in fluid mode, the classic menu provide navigation to
the fluid page rather than to the classic page.

For example, when you are not in fluid mode, the classic menu includes the path Main Menu >HelpDesk
Center >Cases >Add Case, which provides access to the classic Case page. In fluid mode, this menu
path is not available, and instead the classic menu provides a path to the fluid page: Fluid Home
Page >Helpdesk Manager >Helpdesk Center. This substitution means that the classic page is not
accessible at all in fluid mode.

The logic that directs users to fluid page rather than an equivalent classic page is known as conditional
navigation. Conditional navigation is also the mechanism that displays the fluid home when users initially
access the system on a mobile device.

If a user on a desktop or laptop accesses a fluid home page and taps a tile, conditional navigation logic
will not redirect the users to a classic page. Note, however, that PeopleSoft CRM delivers some tiles that
open classic pages. This is not a function of conditional navigation. The tile opens a classic page because
there is no fluid version of the page. The tile functions solely as a navigational shortcut to the classic
page.

Documentation for the delivered home pages includes information about conditional navigation for the
delivered fluid transactions:

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Common Elements Used with PeopleSoft Fluid User Interface

A standard banner appears at the top of every fluid page. The banner includes the page title and these
standard buttons:

Tap to return to the main PeopleSoft Home page.

(Home)

Tap to access PeopleSoft Global Search functionality.

(Search) Note: Related actions from Global Search results are not
supported on phones, but they are supported when viewed with
laptops and tablets.

Tap to view actions and alerts in a notifications window.

(Notifications)

Tap to see a list of available actions for the current window. The
Sign Out command is always available under this menu, as are
(Actions List) context-appropriate personalization options.

Tap to use the Navigation Bar (Nav Bar). The Nav Bar provides
handy navigation options such as Recent Places, My Favorites,
(Nav Bar) Navigator (which expands to show the classic menu hierarchy),
and Classic Home. Users can also add and remove fluid tiles
from the Nav Bar using personalization options.

Understanding Drop Zones

Drop Zones allows you to add custom content such as editable or display only fields, links, buttons, or
text. PeopleSoft has added Drop Zones to the top, middle, and bottom of some Fluid pages. You can
create records, sub-pages, and other new objects you want to display using Drop Zones.

For more information on Drop Zones, see the product documentation for PeopleTools: Fluid User
Interface Developer’s Guide, “Creating Pages for Fluid Applications,” Creating and Configuring Drop
Zones.

Note: For future uptake of drop zones, use the PeopleTools Features tracking group. Enter the tracking
group value Drop Zone Support for PT8.57 (or above).

This video provides an overview of Drop Zones:

PeopleSoft Drop Zones

Find Drop Zone-Enabled Pages

To find which fluid pages have been enabled for drop zones:

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1. Navigate to: PeopleTools > Portal > Configure Drop Zones

2. Enter the Component (listed in column 2 of the “Components Where Drop Zones are Enabled” topic
that follows) into the Component field.

3. Click Search.

Image: Configure Drop Zones

Lists drop zone-enabled pages by component.

The Page Name column provides the Page ID for all pages, within the component, where drop zones are
available.

Components Where Drop Zones are Enabled

This table lists the components where drop zones are enabled:

Product / Owner Component Component Description Image Drop Zone

Enabled

Agent Triage Dashboard RC_AGT_DASHBRD_FL Agent Triage Dashboard Image 17

Agent Triage Dashboard RC_AGTFLTR_PREF_FL Agent Preference Image 17

Agent Triage Dashboard RC_AGT_TRIAGE_FL Agent Triage Image 17

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Product / Owner Component Component Description Image Drop Zone

Enabled

Agent Triage Dashboard RC_ADMFLTR_PREF_FL Admin Preference Image 17

AGT-Quick Update RC_CSE_AGT_UPDT_FL Quick Update Page Image 17

Chat with Agent RB_CHAT_PG_FL Fluid Chat request page Image 17

Create Case RC_SS_HHD_STEP1_FL Create Case Step 1 Image 17

Create Case RC_SS_HHD_STEP2_FL Create Case Step 2 Image 17

Create Case RC_SS_HHD_SUBMT_FL Case Submit Page Image 17

Create Case RC_SS_HHD_CONF_FL Case submit confirmation Image 17

Create Case RC_SS_HHD_STEP3_FL Create Case Step 3 Image 17

FAQ RC_SS_FAQ_FL FAQ Image 17

HR Shortcuts RC_SS_HR_SHORTS_FL HR Shortcuts landing Page Image 17

HRHD Integration RC_CXT_FINDHELP_FL Find Help Related Content Image 17

HRHD Integration RC_REL_MYCASE_FL Self service cases listing Image 17

Related Content

Known Issues RC_SS_ISSUES_FL Known Issues Listing Image 17

Component

Manage Case RC_PRSN_SEL_SCF HelpDesk - Manage Case Image 17

Manage Case RC_SS_CLOSECSE_SCF HelpDesk - Manage Case Image 17

Manage Case RC_SS_CONTACT_FL HelpDesk - Manage Case Image 17

Manage Case RC_SS_HD_CNTC_SCF HelpDesk - Manage Case Image 17

Manage Case RC_SS_INTPARTY_SCF HelpDesk - Manage Case Image 17

Manage Case RC_SS_NOTE_ADD_SCF HelpDesk - Manage Case Image 17

Manage Case RC_SS_REOPEN_SCF HelpDesk - Manage Case Image 17

Manage Case RC_SS_SOLN_DTL_SCF HelpDesk - Manage Case Image 17

Manage Case RC_SS_UPDATES_FL HelpDesk - Manage Case Image 17

Manage Case RC_SS_DETAILS_FL HelpDesk - Manage Case Image 17

My Cases RC_CASE_SS_SRCH_FL Self service cases listing Page Image 17

MY ER CASES-AGT RC_ASG_CASE_ER_FL My ER Cases Image 17

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Product / Owner Component Component Description Image Drop Zone

Enabled

MY HRHD CASES-AGT RC_ASG_CASE_HHD_FL My HRHD Cases Image 17

Pivot grid Analytics (Manager RC_NOTIFY_FL Related Content for Pivot Image 17
& Agent) Grid

Pivot grid Analytics (Manager RC_PG_CNTCT_FL Related Content for Pivot Image 17
& Agent) Grid

Pivot grid Analytics (Manager RC_CASE_NOTE_FL Related Content for Pivot Image 17
& Agent) Grid

Pivot grid Analytics (Manager RC_REASIGN_CASE_FL Related Content for Pivot Image 17
& Agent) Grid

Search for Answers RC_SS_SRCH_ANS_FL Search for Answers Image 17

Search for Answers RC_SS_LANDING_FL Search for Answers Image 17

Solution Details RC_SS_EMAIL_SCF Solution Details Image 17

Solution Details RC_SS_SOLN_DTL_FL Solution Details Image 17

Top Solution RC_SS_TOPSOLN_FL Top Solutions listing page Image 17

Using the HR HelpDesk Manager Home Page

This topic describes the delivered home page for HR HelpDesk managers.

Page Used as the HR HelpDesk Manager Home Page

Page Name Definition Name Usage

HR HelpDesk Manager Home Page CR_RC_HR_HELPDESK_MANAGER Access a variety of HR HelpDesk actions

applicable for managers.

HR HelpDesk Manager Home Page

Use the HR HelpDesk manager home page to access a variety of HR HelpDesk related actions applicable
for managers.

Navigation

In fluid mode, the fluid home appears when you first sign in. You can also access the fluid home by
selecting Fluid Home under the main menu or the navigation bar (nav bar).

The default home page title appears at the top of the home page. If the HR HelpDesk home page is not
your default home page, tap the title of the default home page and select HR HelpDesk Manager from the
list that appears.

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Image: (Tablet) HR HelpDesk Manager home page

This example illustrates the HR HelpDesk Manager home page for the tablet.

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Image: (Smartphone) HR HelpDesk Manager home page

This example illustrates the HR HelpDesk manager home page for the smartphone. Action buttons, which
appear on the page banner when viewed with a laptop or tablet, are available in the actions list when
viewed with a smartphone.

PeopleSoft CRM Tiles on the HR HelpDesk Manager Home Page

The following table describes the tiles on the delivered HR HelpDesk manager home page. The table also
identifies navigation paths to equivalent classic pages. These are the menu paths that are replaced by fluid
navigation paths due to fluid transactions and conditional navigation when the user is in fluid mode. For
more details on this, see Understanding PeopleSoft Fluid User Interface Home Pages

On the home page, users can personalize the tile order.

Use the links in the table to access complete documentation for each action.

Note: Several tiles are not shown on small form factors (phones). The only tiles that are shown on phones
small form factors are HRHD Manager Dashboard and HR HelpDesk Center.

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Tile Name Description Navigation to Equivalent Classic Pages

HRHD Use the HRHD Manager Dashboard tile to access the Select Classic Home under the main menu. On the
Manager HRHD Manager dashboard page. page that appears, select HR HelpDesk Manager. You
Dashboard can access the following pagelets:

• Manager Case Backlog.

• Case Age Analysis by Category.

• Case Arrival vs. Closure.

For more details see "Using the PeopleSoft Fluid HR

Helpdesk - Manager Analytics" (PeopleSoft CRM
9.2: Call Center Applications)

HRHD 360 Use the HRHD 360 Degree View tile to initiate Select Classic Home under the main menu. On the
Degree View transactions and manage activities that relate to the page that appears, select Worker 360 Degree View.
HR data for workers or persons of interest.

HR HelpDesk Use the HR HelpDesk Center tile to access the HR Select Classic Home under the main menu. On the
Center HelpDesk Center page. For more details see HR page that appears, select HR HelpDesk Center.
HelpDesk Center Fluid Page

My Worklist Use the My Worklist tile to access the My Worklist Select Classic Home under the main menu. On the
page. page that appears, select My Woklist.

My Tasks Use the My Tasks tile to access the My Tasks page. Select Classic Home under the main menu. On the
page that appears, select My Tasks.

My Calendar Use the My Calendar tile to access the My Calendar Select Fluid Home under the main menu. On the page
page. that appears, select My Calendar.

HR HelpDesk Center Fluid Page

The HR HelpDesk Center Fluid Page organizes a collection of navigation for quick access to various HR
HelpDesk transactions.

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Image: HR HelpDesk Center Fluid page

HR HelpDesk Center Fluid page

Navigation Collection Usage

Cases Use this navigation collection to access various transaction

related to cases. For more information, see

"Creating Cases" (PeopleSoft CRM 9.2: Call Center

Applications)

"Managing Existing Self-Service Application Cases"

(PeopleSoft CRM 9.2: Call Center Applications)

Agreements and Entitlements Use this navigation collection to to access various transactions
related to Agreements and Entitlements. For more details, see
Agreements and Warranties

and Understanding Entitlement Searches

Workers Use this navigation collection to access transactions related

to workers. For more information, see "Understanding
Workers in CRM" (PeopleSoft CRM 9.2: Business Object
Management)

Provider Groups Use this navigation collection to access transactions related to

Provider Groups. For more information, see Defining Provider
Groups

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Navigation Collection Usage

HR HelpDesk Reports Use this option to access the Query Viewer to search for HR
HelpDesk Reports

Other HRHD Links Use this navigation collection to access the HRMS employee
and manager self-service pages.

Using the HR HelpDesk Agent Home Page

This topic describes the delivered home page for HR HelpDesk agents.

Page Used as the HR HelpDesk Agent Home Page

Page Name Definition Name Usage

HR HelpDesk Agent Home Page CR_RC_HR_HELPDESK_AGENT Access a variety of HR HelpDesk actions

applicable for agents.

HR HelpDesk Agent Home Page

Use the HR HelpDesk agent home page to access a variety of HR HelpDesk agent related actions.

Navigation

In fluid mode, the fluid home appears when you first sign in. You can also access the fluid home by
selecting Fluid Home under the main menu or the navigation bar (nav bar).

The default home page title appears at the top of the home page. If the HR HelpDesk home page is not
your default home page, tap the title of the default home page and select HR HelpDesk Agent from the
list that appears.

Image: (Tablet) HR HelpDesk Agent home page

This example illustrates the HR HelpDesk Agent home page for the tablet.

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Image: (Smartphone) HR HelpDesk Agent Homepage

This example illustrates the HR HelpDesk Agent home page for the smartphone. Action buttons, which
appear on the page banner when viewed with a laptop or tablet, are available in the actions list when
viewed with a smartphone.

PeopleSoft CRM Tiles on the HR HelpDesk Agent Home Page

The following table describes the tiles on the delivered HR HelpDesk agent home page. The table also
identifies navigation paths to equivalent classic pages. These are the menu paths that are replaced by fluid
navigation paths due to fluid transactions and conditional navigation when the user is in fluid mode. For
more details on this, see Understanding PeopleSoft Fluid User Interface Home Pages

On the home page, users can personalize the tile order.

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Use the links in the table to access complete documentation for each action.

Note: Several tiles are not shown on small form factors (phones). The only tiles that are shown on phones
small form factors are HR HelpDesk Agent Dashboard and HR HelpDesk Center.

Tile Name Description Navigation to Equivalent Classic Pages

HRHD Agent Use the HRHD Agent Dashboard tile to access the Select Classic Home under the main menu. On the
Dashboard HRHD agent dashboard page. page that appears, select HRHD Agent Dashboard..

Worker 360 Use the HRHD 360 Degree View tile to access the Select Classic Home under the main menu. On the
Degree View Search For Worker page. page that appears, select Worker 360 Degree View.

HR HelpDesk Use the HR HelpDesk Center tile to access the Case Select Classic Home under the main menu. On the
Center page. page that appears, select HR HelpDesk Center.

My Worklist Use the My Worklist tile to access the My Worklist Select Classic Home under the main menu. On the
page. page that appears, select My Worklist.

My Tasks Use the My Tasks tile to access the My Tasks page. Select Classic Home under the main menu. On the
page that appears, select My Tasks.

My Calendar Use the My Calendar tile to access the My Calendar Select Classic Home under the main menu. On the
page. page that appears, My Calendar.

Using the HelpDesk Agent Home Page

This topic describes the delivered home page for HelpDesk agents.

Page Used as the HelpDesk Agent Home Page

Page Name Definition Name Usage

HelpDesk Agent Home Page CR_RC_IT_HELPDESK_AGENT Access a variety of HelpDesk actions

applicable for agents.

HelpDesk Agent Home Page

Use the HelpDesk agent home page to access a variety of HelpDesk agent related actions.

Navigation

In fluid mode, the fluid home appears when you first sign in. You can also access the fluid home by
selecting Fluid Home under the main menu or the navigation bar (nav bar).

The default home page title appears at the top of the home page. If the HelpDesk home page is not your
default home page, tap the title of the default home page and select HelpDesk Agent from the list that
appears.

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Image: (Tablet) HelpDesk Agent home page

This example illustrates the HelpDesk Agent home page for the tablet.

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Image: (Smartphone) HelpDesk Agent home page

This example illustrates the HelpDesk agent home page for the smartphone. Action buttons, which appear
on the page banner when viewed with a laptop or tablet, are available in the actions list when viewed with
a smartphone.

PeopleSoft CRM Tiles on the HelpDesk Agent Home Page

The following table describes the tiles on the delivered HelpDesk agent home page. The table also
identifies navigation paths to equivalent classic pages. These are the menu paths that are replaced by fluid
navigation paths due to fluid transactions and conditional navigation when the user is in fluid mode. For
more details, see Understanding PeopleSoft Fluid User Interface Home Pages

On the home page, users can personalize the tile order.

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Use the links in the table to access complete documentation for each action.

Note: Several tiles are not shown on small form factors (phones). The only tile that is shown on phones
small form factors is IT HelpDesk Center.

Tile Name Description Navigation to Equivalent Classic Pages

HelpDesk Use the HelpDesk Agent Dashboard tile to access the Select Classic Home under the main menu. On the
Agent HelpDesk agent dashboard page. page that appears, select HelpDesk Agent Dashboard.
Dashboard

Worker 360 Use the Worker 360 Degree View tile to access the Select Classic Home under the main menu. On the
Degree View Search For Worker page. page that appears, select Worker 360 Degree View.

IT HelpDesk Use the IT HelpDesk Center tile to access the Case Select Classic Home under the main menu. On the
Center page. page that appears, select IT HelpDesk Center.

My Worklist Use the My Worklist tile to access the My Worklist Select Classic Home under the main menu. On the
page. page that appears, select My Worklist.

My Tasks Use the My Tasks tile to access the My Tasks page. Select Classic Home under the main menu. On the
page that appears, select My Tasks.

My Calendar Use the My Calendar tile to access the My Calendar Select Classic Home under the main menu. On the
page. page that appears, select My Calendar.

Using the HelpDesk Manager Home Page

This topic describes the delivered home page for HelpDesk managers.

Page Used as the HelpDesk Manager Home Page

Page Name Definition Name Usage

HelpDesk Manager Home Page CR_RC_IT_HELPDESK_MANAGER Access a variety of HelpDesk actions

applicable for managers.

HelpDesk Manager Home Page

Use the HelpDesk Manager Home Page to access a variety of HelpDesk Manager related actions.

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Navigation

In fluid mode, the fluid home appears when you first sign in. You can also access the fluid home by
selecting Fluid Home under the main menu or the navigation bar (nav bar).

The default home page title appears at the top of the home page. If the HelpDesk manager home page is
not your default home page, tap the title of the default home page and select HelpDesk Manager from the
list that appears.

Image: (Tablet) HelpDesk Manager home page

This example illustrates the HelpDesk Manager home page for the tablet.

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Image: (Smartphone) HelpDesk Manager home page

This example illustrates the HelpDesk manager home page for the smartphone. The Action buttons are
available in the actions list when viewed with a smartphone.

PeopleSoft CRM Tiles on the HelpDesk Manager Home Page

The following table describes the tiles on the delivered HelpDesk Manager home page. The table also
identifies navigation paths to equivalent classic pages. These are the menu paths that are replaced by fluid
navigation paths due to fluid actions and conditional navigation, when the user is in fluid mode. For more
details on this, see Understanding PeopleSoft Fluid User Interface Home Pages

On the home page, users can personalize the tile order.

Note: Several tiles are not shown on small form factors (phones). The only tile that is shown on phones
small form factors is IT HelpDesk Center.

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Tile Name Description Navigation to Equivalent Classic Pages

HelpDesk Use the HelpDesk Manager Dashboard tile to access Select Classic Home under the main menu. On the
Manager the HelpDesk manager dashboard page. page that appears, select HelpDesk Manager. The
Dashboard HelpDesk Manager Dashboard tile is available on the
HelpDesk Manager landing page.

Worker 360 Use the Worker 360 Degree View tile to access the Select Classic Home under the main menu. On the
Degree View Search For Worker page. page that appears, select Worker 360 Degree View.

IT HelpDesk Use the HelpDesk Center tile to access the Case page. Select Classic Home under the main menu. On the
Center page that appears, select IT HelpDesk Center.

My Worklist Use the My Worklist tile to access the My Worklist Select Classic Home under the main menu. On the
page. page that appears, select My Worklist.

My Tasks Use the My Tasks tile to access the My Tasks page. Select Classic Home under the main menu. On the
page that appears, select My Tasks.

My Calendar Use the My Calendar tile to access the My Calendar Select Classic Home under the main menu. On the
page. page that appears, select My Calendar..

HelpDesk Center Fluid Page

The HelpDesk Center Fluid Page organizes a collection of navigation for quick access to various
HelpDesk transactions.

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Image: HelpDesk Center Fluid Page

HelpDesk Center Fluid Page

Navigation Collection Usage

Cases Use this navigation collection to access various transaction

related to cases. For more information, see

"Creating Cases" (PeopleSoft CRM 9.2: Call Center

Applications)

and "Managing Existing Self-Service Application Cases"

(PeopleSoft CRM 9.2: Call Center Applications)

Agreements and Entitlements Use this navigation collection to to access various transactions
related to Agreements and Entitlements. For more details, see

Agreements and Warranties

and Understanding Entitlement Searches

Workers Use this navigation collection to access transactions related to

workers. For more information, see

"Understanding Workers in CRM" (PeopleSoft CRM 9.2:

Business Object Management)

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Navigation Collection Usage

Provider Groups Use this navigation collection to access transactions related to

Provider Groups. For more information, see

Defining Provider Groups

HelpDesk Reports Use this option to access the Query Viewer to search for
HelpDesk Reports.

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544 Copyright © 1988, 2020, Oracle and/or its affiliates.