Delivered TermsThis appendix lists system data that PeopleSoft CRM delivers for the active analytics framework, which includes:
Delivered terms
Delivered trigger points
Delivered contexts
Delivered action types
Delivered policies
See Also
Understanding Active Analytics Framework
Delivered TermsThis section lists terms that are delivered in these areas:
System terms.
KPI (key performance indicator) terms.
Formatted profile terms.
Note. This section does not cover terms that are created specifically for applications. AAF categorizes terms functionally in a tree structure called subject area. The subject area appears when users need to select terms in the applications.
System Terms
System terms do not require any input from the applications to be resolved. Hence, these terms are applicable to any context. These terms are present under different subfolders within the System Terms folder.
|
Term Name |
Description |
|
Client Date |
Returns the current date for the current user, adjusted for the user's time zone. This is potentially one day different than the server date. This is the date as specified with the current user's personalizations. |
|
Client Time Zone |
Returns the current time zone for the current user as a three-character string. This is the timezone as specified with the current user's personalizations. |
|
Component Interface Name |
Returns the name of the component interface, if the request to resolve the term is run from a component interface. If not, this variable returns NULL. |
|
Component Name |
Returns the name of the current component in an uppercase character string, as set in the component definition. |
|
Current Date |
Returns a date value equal to the current server date. |
|
Current Date Minus n Days |
Returns a date value which is n days earlier than the current server date. The value for n is supplied by the functional users while configuring the term. |
|
Current Date Minus n Months |
Returns a date value which is n months earlier than the current server date. The value for n is supplied by the functional users while configuring the term. |
|
Current Date Minus n Years |
Returns a date value which is n years earlier than the current server date. The value for n is supplied by the functional users while configuring the term. |
|
Current Date Plus n Days |
Returns a date value which is n days later than the current server date. The value for n is supplied by the functional users while configuring the term. |
|
Current Date Plus n Months |
Returns a date value which is n months later than the current server date. The value for n is supplied by the functional users while configuring the term. |
|
Current Date Plus n Years |
Returns a date value which is n years later than the current server date. The value for n is supplied by the functional users while configuring the term. |
|
Current Menu |
Returns the current menu name as an uppercase string. |
|
Current Mode |
Returns a string value consisting of an uppercase character that specifies the action a user selected when starting the current component. The following values can be returned: A (Add), U (Update), L (Update/Display All), C (Correction), E (Data Entry), and P (Prompt). |
|
Current Node |
Returns the name of the node from the current request object. |
|
Current Page |
Returns an uppercase character string containing the current page name. |
|
Current Time |
Retrieves the current database server time. |
|
Market |
Returns a three-character string value for the market property of the current component. This is useful if you want to add market-specific PeopleCode functionality to a component. |
|
Operator BO ID |
Returns the BO ID of the sign-on user. |
|
Operator Department |
Returns the department ID of the sign-on user. |
|
Operator Department Set ID |
Returns the department setID of the sign-on user. |
|
Operator Email Address |
Returns the primary email address of the sign-on user. |
|
Operator Employee ID |
Returns the employee ID of the sign-on user. |
|
Operator ID |
Returns operator ID of the sign-on user. |
|
Operator Job Code |
Returns the job code of the sign-on user. |
|
Operator Job Code SetID |
Returns the job code setID of the sign-on user. |
|
Operator Job Title |
Returns job title of the sign-on user. |
|
Operator Language Code |
Returns the language code of the sign-on user. |
|
Operator Location |
Returns the location of the sign-on user. |
|
Operator Location SetID |
Returns the location setID of the sign-on user. |
|
Operator Name |
Returns the name of the sign-on user. |
|
Operator Person ID |
Returns the person ID of the sign-on user. |
|
Operator Phone Number |
Returns the primary phone number of the sign-on user. |
|
Operator Salutation |
Returns the salutation of the sign-on user. |
|
Operator SetID |
Returns the person setID of the sign-on user. |
|
Operator Signature |
Returns the signature of the sign-on user. |
KPI (Key Performance Indicator) Terms
These terms appear under multiple subfolders within the Customer Scorecard KPIs subject area. Any context that has BO_ID_CUSTOMER as the alias for the customer can automatically use the customer related KPI terms listed in this table. The rest of the KPI terms can be used from any context; functional users need to provide the necessary business unit, or campaign ID or product information while configuring the terms.
Each KPI is associated with four terms, each of which returns a value for that KPI in a different representation. For example, functional users can use various Customer Profitability KPI terms to get the actual customer profit value, a percentage of the actual customer profit value in relation to the target value, the assessment level (as defined in the system) to which the actual value corresponds, and the target value that is set for the Customer Profitability KPI.
|
Term Name |
Description |
|
Average Customer Satisfaction Score by Business Unit |
Average Survey Score by business unit. This is based on Support surveys. |
|
Average Customer Satisfaction Score for a Business Unit - % of Target |
|
|
Average Customer Satisfaction Score for Business Unit - Assessment |
|
|
Average Customer Satisfaction Score for Business Unit - Current Target |
|
|
Average Deal Value by Customer |
Total deal volume / Number of orders, by customer. |
|
Average Deal Value by Customer - % of Target |
|
|
Average Deal Value by Customer - Assessment |
|
|
Average Deal Value by Customer - Current Target |
|
|
Average Discount Given for a Customer |
Total discounts divided by total deal volume, by customer. |
|
Average Discount Given for a Customer - Current Target |
|
|
Average Discount Given to a Customer - % of Target |
|
|
Average Discount Given to a Customer - Assessment |
|
|
Average ROI for a Campaign |
(Revenue - Marketing Costs) / Revenue, by campaign. |
|
Average ROI for a Campaign - % of Target |
|
|
Average ROI for a Campaign - Assessment |
|
|
Average ROI for a Campaign - Current Target |
|
|
Average Time to Fulfill Orders by Customer |
AVG (Schedule Arrival Time - Order Date), by customer. |
|
Average Time to Fulfill Orders by Customer - % of Target |
|
|
Average Time to Fulfill Orders by Customer - Assessment |
|
|
Average Time to Fulfill Orders by Customer - Current Target |
|
|
Avg. # of Products per Order for a Customer |
Total number of Products / Total number of Orders, by customer. |
|
Avg. # of Products per Order for a Customer - % of Target |
|
|
Avg. # of Products per Order for a Customer - Assessment |
|
|
Avg. # of Products per Order for a Customer - Current Target |
|
|
Conversion Rate for a Campaign |
Number of Opportunities Won / Number of Leads, by campaign. |
|
Conversion Rate for a Campaign - % of Target |
|
|
Conversion Rate for a Campaign - Assessment |
|
|
Conversion Rate for a Campaign - Current Target |
|
|
Cost to Support by Customer |
Activity Based Management Costs, by customer. |
|
Cost to Support by Customer - % of Target |
|
|
Cost to Support by Customer - Assessment |
|
|
Cost to Support by Customer - Current Target |
|
|
Cost to Support by Product |
Activity Based Management Costs, by product. |
|
Cost to Support by Product - % of Target |
|
|
Cost to Support by Product - Assessment |
|
|
Cost to Support by Product - Current Target |
|
|
Customer Acquisition Rate for a Business Unit |
(Number of New Customers Current - Number of New Customer Prior) / Number of New Customers Prior, by business unit. |
|
Customer Acquisition Rate for a Business Unit - % of Target |
|
|
Customer Acquisition Rate for a Business Unit - Assessment |
|
|
Customer Acquisition Rate for a Business Unit - Current Target |
|
|
Customer Profitability |
Total Revenue less Total Expense, by customer. |
|
Customer Profitability - % of Target |
|
|
Customer Profitability - Assessment |
|
|
Customer Profitability - Current Target |
|
|
Customer Value (KPI) |
Composite of customer value scores. |
|
Customer Value - % of Target |
|
|
Customer Value - Assessment |
|
|
Customer Value - Current Target |
|
|
Customer Value (Frequency) |
Customer Value - frequency. |
|
Customer Value (Frequency) - % of Target |
|
|
Customer Value (Frequency) - Assessment |
|
|
Customer Value (Frequency) - Current Target |
|
|
Customer Value (Monetary) |
Customer Value - monetary. |
|
Customer Value (Monetary) - % of Target |
|
|
Customer Value (Monetary) - Assessment |
|
|
Customer Value (Monetary) - Current Target |
|
|
Customer Value (Recency) |
Customer value - recency. |
|
Customer Value (Recency) - % of Target |
|
|
Customer Value (Recency) - Assessment |
|
|
Customer Value (Recency) - Current Target |
|
|
Lead Response Rate for a Campaign |
Number of Accepts / List Size, by campaign. |
|
Lead Response Rate for a Campaign - % of Target |
|
|
Lead Response Rate for a Campaign - Assessment |
|
|
Lead Response Rate for a Campaign - Current Target |
|
|
Product Profitability |
Total Revenue less Total Expense, by product. Data is accessed from PF_LEDGER_F00, that is, ABM/Data Manager. |
|
Product Profitability - % of Target |
|
|
Product Profitability - Assessment |
|
|
Product Profitability - Current Target |
|
|
Repeat Customer Rate for a Business Unit |
Number of Repeat Customers / Total Number of Customers, by business unit. |
|
Repeat Customer Rate for a Business Unit - % of Target |
|
|
Repeat Customer Rate for a Business Unit - Assessment |
|
|
Repeat Customer Rate for a Business Unit - Current Target |
|
|
Revenue By Customer (KPI) |
Total Revenue grouped by customer. |
|
Revenue By Customer - % of Target |
|
|
Revenue By Customer - Assessment |
|
|
Revenue By Customer - Current Target |
Individual-Related and Organization-Related Profile Field Terms
All the system-delivered individual and organization related profile fields are also delivered as terms. They have generic implementation and are listed in this table. Any context that has BO_ID_CUST_PROFILE as the alias can use the organization-related terms. Any context that has BO_ID_CUST_PROFILE as well as BO_ID_CNT_PROFILE as the aliases can use individual-related terms. The individual-related terms are available in the Individuals.People subject area and the organization-related terms are located in the Organizations.Companies subject area.
|
Term Name |
Description |
|
Address1 |
Person's first line of street address |
|
Address2 |
Person's second line of street address |
|
Address3 |
Person's third line of street address |
|
Address4 |
Person's forth line of street address |
|
City |
City where the person is located |
|
Company Address 1 |
Company's first line of street address |
|
Company Address 2 |
Company's second line of street address |
|
Company Address 3 |
Company's third line of street address |
|
Company Address 4 |
Company's forth line of street address |
|
Company City |
City where the company is located |
|
Company Country |
Country where the company is located |
|
Company DUNS Number |
Company's DUNS (data universal numbering system) number |
|
Company ID |
Person's comapany ID |
|
Company Name |
Company's name |
|
Company Postal Code |
Postal code of the area where the company is located |
|
Company SetID |
Company's setID |
|
Company State |
State where the company is located |
|
Date of Birth |
Person's birth date |
|
Department |
Department to which the person belongs to |
|
Do Not Contact Individual |
Do Not Contact Individual flag |
|
Do Not Email Individual |
Do Not Email Individual flag |
|
|
Email address for the person |
|
Email Alternative |
Alternative email address for the person |
|
Email Domain |
Email domain for the person |
|
Employee Taxpayer ID |
Employee taxpayer ID |
|
Fax |
Fax number for the person |
|
First Name |
Person's first name |
|
Functional Title |
Person's functional title |
|
Gender |
Person's gender |
|
Home Phone |
Person's home phone number |
|
Home Phone Country Code |
Country code for the person's home phone number |
|
Home Phone Extension |
Extension number for the person's home phone |
|
HTML Email |
Person's HTML email |
|
Individual Role Type ID |
Person's role type ID |
|
Individual SetID |
Person's setID |
|
Individual Taxpayer ID |
Person's taxpayer ID |
|
Language Code |
Person's language code |
|
Last Name |
Individual's last name |
|
Middle Name |
Individual's middle name |
|
NCOA Last Overlay Date |
Date and time that NCOA was last applied |
|
Organization Fax |
Organization's fax number |
|
Organization Fax Country Code |
Country code for organization's fax number |
|
Organization Phone Country Code |
Country code for organization phone number |
|
Organization Phone |
Organization's phone number |
|
Organization Phone Extension |
Extension Number of Organization's Phone Number |
|
Origin |
Origin |
|
Person Country |
Country where the Person is located |
|
Person County |
Country where the Person is located |
|
Person State |
State where the Person is located |
|
Postal Code |
Postal Code of the area where the Person is located |
|
Preferred Communication |
Person's preferred communication channel |
|
Salutation |
Person's Salutation |
|
Social Security Number |
Individual's social security number |
|
Source ID |
Identifies the list or campaign that is the source of the name |
|
Suffix |
Suffix (Jr., MD, and so on) |
|
Title |
Person's job title |
|
Web Site Address |
URL of the company's website |
|
Work Phone |
Person's work phone |
|
Work Phone Country Code |
Country code for the person's work phone |
|
Work Phone Extension |
Extension number for the person's work phone |
Delivered Trigger PointsThis section lists the trigger points that are delivered by PeopleSoft CRM:
|
Context Name |
Trigger Point Name |
Values Passed to the Rule Service |
Action Types Enabled for this Trigger Point |
|
360-Degree View |
After role change on 360 |
Default SetID for AAF |
|
|
360-Degree View |
After view Churn Action is selected |
Default SetID for AAF |
|
|
360-Degree View |
When 360 is presented |
Default SetID for AAF |
|
|
Agreement |
After an Agreement is Saved |
Agreement SetID |
|
|
Agreement |
Before an Agreement is Saved |
Agreement SetID |
Notifications & Workflow |
|
Agreement |
When an Agreement is Presented |
Agreement SetID |
Display Alert |
|
Case |
After a HelpDesk Case is Saved |
Case Business Unit |
|
|
Case |
After a Support Case is Saved |
Case Business Unit |
|
|
Case |
Before a HelpDesk Case is Saved |
Case Business Unit |
|
|
Case |
Before a Support Case is Saved |
Case Business Unit |
|
|
Case |
When a Customer is Identified in Case |
Case Business Unit |
|
|
Case |
When a HelpDesk Case is Escalated |
Case Business Unit |
|
|
Case |
When a HelpDesk Case is Presented |
Case Business Unit |
|
|
Case |
When a Product is selected for a HelpDesk Case |
Case Business Unit |
|
|
Case |
When a Product is Selected for a Support Case |
Case Business Unit |
|
|
Case |
When a Support Case is Escalated |
Case Business Unit |
|
|
Case |
When a Support Case is Presented |
Case Business Unit |
|
|
Case |
When an Agreement is selected on a HelpDesk Case |
Case Business Unit |
|
|
Case |
When an Agreement is selected on a Support Case |
Case Business Unit |
|
|
Case |
When an Employee is Identified on a Case |
Case Business Unit |
|
|
Change Request |
After a Change Request is Saved |
Change Request Business Unit |
|
|
Change Request |
Before a Change Request is Saved |
Change Request Business Unit |
Change Request History |
|
Change Request |
When a Change Request is Presented |
Change Request Business Unit |
Display Alert |
|
Client At Risk |
When a Client at Risk is Saved |
Default SetID for AAF |
|
|
Company Online |
After a Company is saved |
Company's SetID |
Display Alert |
|
Company Online |
Before a Company is Saved |
Company's SetID |
Display Alert |
|
Company Online |
When a Company is Presented |
Company's SetID |
Display Alert |
|
Create Self-Service HelpDesk Case |
After a New Self-Service HelpDesk Case is Saved |
Case Business Unit |
|
|
Create Self-Service HelpDesk Case |
Before a New Self-Service HelpDesk Case is Saved |
Case Business Unit |
Case History |
|
Create Self-Service HelpDesk Case |
When a New Self-Service HelpDesk Case is Presented |
Case Business Unit |
|
|
Create Self-Service HelpDesk Case |
When a New Self-Service HelpDesk Case Product is Selected |
Case Business Unit |
Display Alert |
|
Create Self-Service Support Case |
After a New Self-Service Support Case is Saved |
Case Business Unit |
|
|
Create Self-Service Support Case |
Before a New Self-Service Support Case is Saved |
Case Business Unit |
Case History |
|
Create Self-Service Support Case |
When a New Self-Service Support Case is Presented |
Case Business Unit |
|
|
Create Self-Service Support Case |
When a New Self-Service Support Case Product is Selected |
Case Business Unit |
Display Alert |
|
Defect |
After a Defect is Saved |
Defect Business Unit |
|
|
Defect |
Before a Defect is Saved |
Defect Business Unit |
|
|
Defect |
When a Defect is Presented |
Defect Business Unit |
|
|
Financial Account Modification |
After Modify Account is Saved |
Default SetID for AAF |
|
|
First Notice of Loss |
After FNOL is saved |
Default SetID for AAF |
|
|
Installed Product |
After an Installed Product is Saved |
Installed Product SetID |
|
|
Installed Product |
Before an Installed Product is Saved |
Installed Product SetID |
Installed Product History |
|
Installed Product |
When an Installed Product is Presented |
Installed Product SetID |
Display Alert |
|
Lead |
After a Lead is Saved |
Lead Business Unit |
|
|
Manage Self-Service HelpDesk Case |
After an Existing Self-Service HelpDesk Case is Saved |
Case Business Unit |
|
|
Manage Self-Service HelpDesk Case |
Before an existing Self-Service HelpDesk Case is Saved |
Case Business Unit |
|
|
Manage Self-Service HelpDesk Case |
When an Existing Self-Service HelpDesk Case is Presented |
Case Business Unit |
|
|
Manage Self-Service Support Case |
After an Existing Self-Service Support Case is Saved |
Case Business Unit |
|
|
Manage Self-Service Support Case |
Before an Existing Self-Service Support Case is Saved |
Case Business Unit |
|
|
Manage Self-Service Support Case |
When an Existing Self-Service Case is Presented |
Case Business Unit |
|
|
Manage Self-Service Support Case |
When an Existing Self-Service Support Case is Presented |
Case Business Unit |
|
|
Marketing Campaign |
After a Campaign is Saved |
Marketing Business Unit |
|
|
Marketing Campaign |
Before a Campaign is Saved |
Marketing Business Unit |
Display Alert |
|
Marketing Campaign |
When a Campaign is Presented |
Marketing Business Unit |
Display Alert |
|
Marketing Content |
After a Content is Saved |
Marketing Content SetID |
|
|
Marketing Content |
Before a Content is Saved |
Marketing Content SetID |
Display Alert |
|
Marketing Content |
When a Content is Presented |
Marketing Content SetID |
Display Alert |
|
Marketing Offer |
After an Offer is Saved |
Marketing Offer SetID |
|
|
Marketing Offer |
Before an Offer is Saved |
Marketing Offer SetID |
Display Alert |
|
Marketing Offer |
When Offer is Presented |
Marketing Offer SetID |
Display Alert |
|
My Service Order |
After a My Service Order is Saved |
Service Order Business Unit |
|
|
My Service Order |
Before a My Service Order is Saved |
Service Order Business Unit |
Notifications & Workflow |
|
My Service Order |
When a My Service Order is Presented |
Service Order Business Unit |
|
|
Opportunity |
After an Opportunity is Saved |
Opportunity Business Unit |
|
|
Order Capture CI |
After Customer Selected in Order Capture |
Order Capture Business Unit |
|
|
Order Capture CI |
After Order Capture is Saved |
Order Capture Business Unit |
|
|
Order Capture CI |
After Product Added in Order Capture |
Order Capture Business Unit |
|
|
Order Capture CI |
Before Order Capture is Saved |
Order Capture Business Unit |
|
|
Order Capture CI |
When Order Capture is Presented |
Order Capture Business Unit |
|
|
Partner Online |
After a Partner is Saved |
Partner's SetID |
|
|
Partner Online |
Before a Partner is Saved |
Partner's SetID |
Display Alert |
|
Partner Online |
When a Partner is Presented |
Partner's SetID |
Display Alert |
|
Person Online |
After a Person is Saved |
Person's SetID |
Display Alert |
|
Person Online |
Before a Person is Saved |
Person's SetID |
Display Alert |
|
Person Online |
When a Person is Presented |
Person's SetID |
Display Alert |
|
Product Registration |
After Product Registration is Saved |
Registered Product SetID |
|
|
Product Registration |
Before Product Registration is Saved |
Registered Product SetID |
Installed Product History |
|
Product Registration |
When Product Registration is Presented |
Registered Product SetID |
Display Alert |
|
Service Order |
After a Service Order is Saved |
Service Order Business Unit |
|
|
Service Order |
Before a Service Order is Saved |
Service Order Business Unit |
Notifications & Workflow |
|
Service Order |
When a Service Order is Presented |
Service Order Business Unit |
|
|
Task Context for Integration with CRM/Mobile Apps |
After the Task CI is Saved |
Default SetID for AAF |
Notifications & Workflow |
|
Task Context for PIA Task Component |
After a Task is Saved |
Default SetID for AAF |
|
|
Worker Online |
After a Worker is Saved |
Default SetID for AAF |
|
|
Worker Online |
Before a Worker is Saved |
Default SetID for AAF |
Display Alert |
|
Worker Online |
When a Worker is Presented |
Default SetID for AAF |
Display Alert |
|
Solutions |
After a Solution is Saved |
Solution SetID |
Solution History |
Delivered ContextsThis section lists contexts that are delivered by PeopleSoft CRM:
Here are what each context column heading represents:
Context for Policies: Context used by decision engine for evaluating policies.
Context for terms in automatic workflow notification: Context used for resolving terms present in a template for sending automatic workflow notification from the stated component.
Context for terms in manual notification or correspondence request: Context used for resolving terms present in a template for sending manual notification or correspondence request from the stated component.
Context for terms and conditions in dialogs: Context used for resolving terms as well as for evaluating conditions present in Real-Time Advisor dialogs.
|
Component or Feature Name |
Context for Policies |
Context for Terms in Automatic Workflow Notification |
Context for Terms in Manual Notification or Correspondence Request |
Context for Terms and Conditions in Dialogs |
|
RB_TD_360 |
360-Degree View |
360-Degree View |
Standalone Context for 360 Degree View |
360-Degree View |
|
RC_CASE |
Case |
Case |
Case - Correspondence Management |
Case |
|
RBI_CLAIM_HEADER |
NA |
NA |
Standalone Context for Claim |
NA |
|
RBW_CLIENT_AT_RISK |
Client At Risk |
Client At Risk |
Standalone Context for Client at Risk |
Client At Risk |
|
RBI_FNOL |
First Notice of Loss |
First Notice of Loss |
First Notice of Loss Standalone Context |
First Notice of Loss |
|
RD_HOUSEHOLD |
NA |
NA |
Standalone Context for Household |
NA |
|
RSF_LEAD_ENTRY |
Lead |
Lead |
Standalone Context for Lead |
Lead |
|
RF_SO_TECH |
My Service Order |
My Service Order |
Standalone Context for My Service Order |
My Service Order |
|
RSF_OPPORTUNITY |
Opportunity |
Opportunity |
Standalone Context for Opportunity |
Opportunity |
|
RO_CAPTURE_WRK |
Order Capture CI |
Order Capture CI |
Order Capture - Correspondence Management |
Order Capture CI |
|
RBW_POI |
NA |
NA |
Standalone Context for Product of Interest |
NA |
|
RF_RMA |
NA |
RMA |
RMA Standalone Context |
NA |
|
RF_SERVICE_ORDER |
Service Order |
Service Order |
Service Order - Correspondence Management |
Service Order |
|
RC_CASE_HD_SS_RPT |
Create Self-Service HelpDesk Case |
Create Self-Service HelpDesk Case |
NA |
Create Self-Service HelpDesk Case |
|
RC_SOLUTION |
Solution |
Solution |
NA |
Solution |
|
RBF_MODIF_ACCT |
Financial Account Modification |
Financial Account Modification |
Standalone Context for Modify Account |
Financial Account Modification |
|
RF_AGREEMENT |
Agreement |
Agreement |
NA |
Agreement |
|
RD_PARTNER |
Partner Online |
Partner Online |
NA |
Partner Online |
|
RA_CAMPAIGN_DETAIL |
Marketing Campaign |
Marketing Campaign |
Marketing Campaigns - Correspondence Management |
Marketing Campaign |
|
RF_PROD_REG_DET |
Product Registration |
Product Registration |
NA |
Product Registration |
|
RA_CONTENT |
Marketing Content |
Marketing Content |
NA |
Marketing Content |
|
RB_TSK |
Task Context for PIA Task Component |
Task Context for PIA Task Component |
NA |
Task Context for PIA Task Component |
|
RC_CASE_HD_SS |
Manage Self-Service HelpDesk Case |
Manage Self-Service HelpDesk Case |
NA |
Manage Self-Service HelpDesk Case |
|
RG_CHANGE_REQ_SS |
Change Request Self Service |
Change Request Self Service |
NA |
Change Request Self Service |
|
RD_WORKER_2 |
Workder Online |
Workder Online |
NA |
Workder Online |
|
RB_TSK2 |
Task Context for Integration with CRM/Mobile Apps |
Task Context for Integration with CRM/Mobile Apps |
NA |
NA |
|
RA_OFFER_1 |
Marketing Offer |
Marketing Offer |
NA |
Marketing Offer |
|
RG_CHANGE_REQ |
Change Request |
Change Request |
NA |
Change Request |
|
RG_CHANGE_REQ_SS |
Change Request Self Service |
Change Request Self Service |
NA |
Change Request Self Service |
|
RC_CASE_SW_SS |
Manage Self-Service Support Case |
Manage Self-Service Support Case |
NA |
Manage Self-Service Support Case |
|
RF_INST_PRODUCT |
Installed Product |
Installed Product |
NA |
Installed Product |
|
RD_COMPANY_2 |
Company Online |
Company Online |
NA |
Company Online |
|
RQ_DEFECT |
Defect |
Defect |
NA |
Defect |
|
RC_CASE_SW_SS_RPT |
Create Self-Service Support Case |
Create Self-Service Support Case |
NA |
Create Self-Service Support Case |
|
RD_PERSON |
Person Online |
Person Online |
Person Standalone |
Person Online |
|
NA |
NA |
NA |
Account Plan |
NA |
|
NA |
NA |
NA |
Audience Builder |
NA |
|
NA |
NA |
NA |
Email Workspace Context |
NA |
|
SmartViews |
NA |
NA |
Portfolio Segment |
NA |
|
RBF_ATM_CARD |
NA |
NA |
Standalone Context for ATM Card |
NA |
|
NA |
NA |
NA |
Audience/Segment Plan |
NA |
|
NA |
NA |
NA |
Unstructured Email Processing Context |
NA |
|
RA_LIST |
NA |
NA |
Marketing Audiences- Correspondence Management |
NA |
|
Task Reminders |
NA |
NA |
Task Context for Offline Processing |
NA |
|
NA |
NA |
NA |
Segment Group |
NA |
|
NA |
NA |
NA |
Standalone Context for Policy |
NA |
|
NA |
NA |
NA |
ERMS Response Context |
NA |
|
RBT_BILL_CMP.COM |
NA |
NA |
Standalone Context for COM Billing |
NA |
|
RBT_ACCOUNT_CMP.INS |
NA |
NA |
Standalone Context for Financial Accounts |
NA |
|
RD_CALL_REPORT |
NA |
NA |
Call Report - Correspondence Management |
NA |
|
RBT_ACCOUNT_CMP.COM |
NA |
NA |
Standalone Context for COM Accounts |
NA |
|
NA |
NA |
NA |
Strategic Account Planning Correspondence |
NA |
|
NA |
NA |
NA |
Solution Standalone Context |
NA |
|
NA |
NA |
NA |
Automated Mail Processor Context |
NA |
Note. The contexts listed in this table will be made use of only if the components have been enabled for these features.
Delivered Action TypesThis section lists action types that are delivered by PeopleSoft CRM:
|
Action Type Name |
Description |
|
Business Project |
Captures the business project as part of policy creation, and instantiates the business project upon the execution of the policy at runtime. |
|
Case Entitlement Balance |
Manages prepaid entitlement, which includes prepaid cases and time. |
|
Case History |
Captures significant events in the life cycle of a case, as specified in the policy; and record them as case history. |
|
Case Relationship |
Cascades status and resolution data from a parent case to its child cases. |
|
Case Suggest Action |
Suggests an action that an agent can perform. |
|
Case Update |
Updates fields in the Case component with values specified in the policy. |
|
Change Request History |
Captures significant events in the life of a change request, as specified in the policy; and record them as change request history. |
|
Display Activity Advisor Link |
Presents Real-Time Advisor dialogs as links for marketing programs which are specified in the policy. |
|
Display Activity Recommendation |
Presents products and services recommended by Real-Time Advisor dialogs which are associated to the marketing programs specified in the policy. |
|
Display Advisor Recommendation |
Presents products and services recommended by Real-Time Advisor dialogs specified in the policy. |
|
Display Alert |
Display of alerts and dynamic content in HTML popup based on the details specified in the policy. |
|
Installed Product History |
Captures significant events in the life of an installed product, service or asset, as specified in the policy; and record them as installed product history. |
|
Lead History |
Captures significant events in the life of a lead, as specified in the policy; and record them as lead history. |
|
Notifications & Workflow |
Captures the notification related specifics during policy creation, and send notification (email or worklist) or invoke process at runtime using the details specified in the policy. |
|
Opportunity History |
Captures significant events in the life of an opportunity, as specified in the policy; and record them as opportunity history. |
|
Quiet Advisor |
Derives products and services recommended by Real-Time advisor dialogs specified in the policy, and feeds them to calling applications. This action type cannot be used in the policy directly; it is invoked by actions such as Upsell/CrossSell advice on 360. |
|
Recommend Advisor Dialogs |
Presents Real-Time Advisor dialogs, as specified in the policy, as links in the HTML popup dialog box. End users can launch the Real-Time Advisor dialog session by clicking the link. |
|
Recommend Branch Scripts |
Presents branch scripts, as specified in the policy, as links in the HTML popup dialog box. End users can launch the branch script by clicking the link. |
|
Recommend Link for OCI |
Presents Real-Time Advisor dialogs, as specified in the policy, as links in the HTML popup dialog box for the Order Capture application. End users can launch the Real-Time Advisor dialog session by clicking the link. |
|
Recommendations for OCI |
Presents products and services, as recommended by Real-Time Advisor dialogs specified in the policy, in the HTML popup dialog box for the Order Capture application. |
|
Show Churn Reduction Scripts |
Lists the churn reduction-related branch scripts on the transaction specific page. |
|
Start Advisor Session |
Launches a Real-Time Advisor session for the dialog specified in the policy automatically. |
|
Upsell Indicator on Case |
Shows the Upsell button on the Case toolbar. It is also responsible for launching either a Real-Time advisor session for the dialog specified in the policy or a branch script session for the branch script associated with the product present in the case, when end users click the button. |
|
Upsell/CrossSell Advice on 360 |
Presents products and services recommended by Real-Time Advisor dialogs specified in the policy, on the 360-Degree View. |
|
Solutions History |
Captures significant events in the life of a solution, as specified in the policy, and record them as solution history. |
Delivered PoliciesThis section provides a list of policies that PeopleSoft CRM delivers for the active analytics framework to invoke actions based on condition evaluation that occurs when triggering events take place.
These tables include policies that are available in the SHARE setID.
Policies That Are Associated With 360-Degree View
This table lists the system delivered policies that are specific to the 360-Degree View context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
When 360-Degree View is presented |
Cross Sell and Up Sell (FSI) |
UpSell/CrossSell Advice on 360 |
Up Sell Cross Sell |
|
Display Alert |
Alert FIN |
||
|
Cross Sell and Up Sell (GBL) |
UpSell/CrossSell Advice on 360 |
Up Sell Cross Sell |
|
|
Cross Sell and Up Sell (INS) |
UpSell/CrossSell Advice on 360 |
Up Sell Cross Sell |
|
|
Display Alert |
Alert 1 |
||
|
Cross/Up Selling in Q3 |
Display Activity Advisor Link |
marketing |
|
|
Display Alert |
alert |
||
|
inbound marketing |
Display Activity Advisor Link |
inbound product recommendation |
|
|
inbound marketing activity |
Display Activity Advisor Link |
product recommendations |
|
|
Student Segment Checking product cross sell |
Display Activity Advisor Link |
checking products |
|
|
Display Alert |
csr message |
||
|
student segment group |
Display Activity Advisor Link |
checking account product reco |
|
|
Display Alert |
alert notice token merged |
||
|
After the View Churn action is selected in 360-Degree View |
High Propensity to Churn |
Show Churn Reduction Scripts |
Very Likely to Churn |
|
$50 Service Credit |
|||
|
Medium Propensity to Churn |
Show Churn Reduction Scripts |
More likely to Churn Actions |
|
|
$50 Service Credit |
|||
|
Low Propensity to Churn |
Show Churn Reduction Scripts |
$50 Service Credit |
|
|
Customer Satisfaction |
|||
|
Retention Policy |
Display Alert |
alert CSR with personalize message |
|
|
Recommend Branch Scripts |
customer retention branch script |
||
|
Show Churn Reduction Scripts |
offers to reduce churn |
||
|
After a role change in the 360-Degree View |
Cross Sell and Up Sell (FSI) |
UpSell/CrossSell Advice on 360 |
Up Sell Cross Sell |
|
Display Alert |
Alert FIN |
||
|
Cross Sell and Up Sell (GBL) |
UpSell/CrossSell Advice on 360 |
Up Sell Cross Sell |
|
|
Cross Sell and Up Sell (INS) |
UpSell/CrossSell Advice on 360 |
Up Sell Cross Sell |
|
|
Display Alert |
Alert 1 |
Policies That Are Associated With Agreement
This table lists the system delivered policies that are specific to the Agreement context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
After an Agreement is Saved |
Agreement Action Required |
Notifications & Workflow |
Workflow - Email |
|
Notifications & Workflow |
Workflow - Worklist |
Policies That Are Associated With Case
This table lists the system delivered policies that are specific to the Case context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
After a HelpDesk Case is Saved |
Assigned to Changed |
Case History |
Case History Action |
|
Notifications & Workflow |
Helpdesk - Notify Assigned to Agent |
||
|
Notifications & Workflow |
Helpdesk - Remove Provider Group Worklist |
||
|
Notifications & Workflow |
Helpdesk - Remove Prior Assigned to Worklist |
||
|
Case Has Been Assigned |
Notifications & Workflow |
Remove Support Worklist from Provider Group |
|
|
Case Is Closed |
Case Entitlement Balance |
SLA Subtract from Prepaid Entitlement Balance |
|
|
Case is On Hold |
Notifications & Workflow |
Case is put on hold. |
|
|
Case History |
Case is put on hold. |
||
|
Case Is Re-opened |
Notifications & Workflow |
SLA Add to Prepaid Entitlement Balance |
|
|
Case Response Actual |
Notifications & Workflow |
Update response actual date/time |
|
|
Case Response Exception |
Case History |
SLA Exception: Response is late. |
|
|
Notifications & Workflow |
SLA Exception Notification Agent |
||
|
Notifications & Workflow |
SLA Exception Notification Agent |
||
|
Notifications & Workflow |
SLA Exception Notification Manager |
||
|
Notifications & Workflow |
SLA Exception Notification Manager |
||
|
Case Response Met |
Case History |
SLA response is on-time. |
|
|
Notifications & Workflow |
Update response on-time. |
||
|
Case Restore Actual |
Notifications & Workflow |
Update restore actual date/time |
|
|
Case Restore Exception |
Case History |
SLA Exception: Restore is late. |
|
|
Notifications & Workflow |
SLA Exception Notification Agent |
||
|
Notifications & Workflow |
SLA Exception Notification Agent |
||
|
Notifications & Workflow |
SLA Exception Notification Manager |
||
|
Notifications & Workflow |
SLA Exception Notification Manager |
||
|
Case Restore Met |
Case History |
SLA restore is on-time |
|
|
Notifications & Workflow |
Update restore on-time |
||
|
Case Status Changed |
Case History |
Case History - Case Status is Changed |
|
|
Case Relationship |
Cascade Status Change to Child Cases |
||
|
Provider Group Changed |
Case History |
Case History - Provider Group Changed |
|
|
Notifications & Workflow |
Add to Helpdesk Worklist for New Provider Group |
||
|
Notifications & Workflow |
Remove Helpdesk Worklist from Prior Provider Group |
||
|
SLA is Changed on Case |
Case History |
Log Case History - SLA is Changed |
|
|
SLA Notify Agent |
Notifications & Workflow |
Warn agent of potential SLA delay |
|
|
Notifications & Workflow |
Warn agent of potential SLA delay |
||
|
SLA Notify Call Center Manager |
Notifications & Workflow |
Warn manager of potential SLA delay |
|
|
Notifications & Workflow |
Warn manager of potential SLA delay |
||
|
SLA Notify Provider Group |
Notifications & Workflow |
Warn provider group of potential SLA delay |
|
|
Notifications & Workflow |
Warn provider group of potential SLA delay |
||
|
After a Support Case is Saved |
Assigned to Change |
Case History |
Log in Case History - Assigned To is Changed |
|
Notifications & Workflow |
Remove Prior Assigned To Worklist |
||
|
Notifications & Workflow |
Remove Provider Group Worklist |
||
|
Notifications & Workflow |
Worklist Notification |
||
|
Case is Closed |
Case Entitlement Balance |
SLA Subtract from Prepaid Entitlement Balance |
|
|
Case in On Hold |
Notifications & Workflow |
Case is put on hold |
|
|
Notifications & Workflow |
Case is put on hold |
||
|
Case Is Re-opened |
Case Entitlement Balance |
SLA Add to Prepaid Entitlement Balance |
|
|
Case Response Actual |
Notifications & Workflow |
Update response actual date/time |
|
|
Case Response Exception |
Case History |
SLA Exception: Response is late |
|
|
Notifications & Workflow |
SLA Exception Notification Agent |
||
|
Notifications & Workflow |
SLA Exception Notification Agent |
||
|
Notifications & Workflow |
SLA Exception Notification Manager |
||
|
Notifications & Workflow |
SLA Exception Notification Manager |
||
|
Case Response Met |
Case History |
SLA response is on-time |
|
|
Notifications & Workflow |
Update response on-time |
||
|
Case Restore Actual |
Notifications & Workflow |
Update restore actual date/time |
|
|
Case Restore Exception |
Case History |
SLA Exception: Log History - Restore is late |
|
|
Notifications & Workflow |
SLA Exception Notification Agent |
||
|
Notifications & Workflow |
SLA Exception Notification Agent |
||
|
Notifications & Workflow |
SLA Exception Notification Manager |
||
|
Notifications & Workflow |
SLA Exception Notification Manager |
||
|
Case Restore Met |
Case History |
SLA restore is on-time. |
|
|
Notifications & Workflow |
Update restore on-time. |
||
|
Case Status Changed |
Case History |
Case History - Case Status is Changed |
|
|
Case Relationship |
Cascade Status Change to Child Cases |
||
|
Fraud Case is Created |
Business Project |
Run Fraud Process |
|
|
Provider Group Changed |
Case History |
Case History - Provider Group Changed |
|
|
Notifications & Workflow |
Add to Worklist for New Provider Group |
||
|
Notifications & Workflow |
Remove Worklist from Prior Provider Group |
||
|
SLA is Changed on Case |
Case History |
Log Case History - SLA is Changed |
|
|
SLA Notify Agent |
Notifications & Workflow |
Warn agent of potential SLA delay |
|
|
Notifications & Workflow |
Warn agent of potential SLA delay |
||
|
SLA Notify Call Center Manager |
Notifications & Workflow |
Warn manager of potential SLA delay |
|
|
Notifications & Workflow |
Warn manager of potential SLA delay |
||
|
SLA Notify Provider Group |
Notifications & Workflow |
Warn provider group of potential SLA delay |
|
|
Notifications & Workflow |
Warn provider group of potential SLA delay |
||
|
When a Customer is Identified in a Case |
Display Alert |
Presenting Recency and Monetary KPIs |
|
|
Recommend Branch Scripts |
Presenting Retention related Promotion Script |
||
|
Recommend Branch Scripts |
Presenting Upsell Script |
Policies That Are Associated With Change Request
This table lists the system delivered policies that are specific to the Change Request context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
After a Change Request is Saved |
Change Request (New) Added |
Change Request History |
Log Change History |
|
Notifications & Workflow |
Email to Change Manager |
||
|
Change Request Approved |
Change Request History |
Log Change History |
|
|
Notifications & Workflow |
Email to Requester |
||
|
Change Request Priority Changed |
Notifications & Workflow |
Email to Change Builder |
|
|
Notifications & Workflow |
Email to Change Owner |
||
|
Notifications & Workflow |
Email to Change Tester |
||
|
Change Request Rejected |
Change Request History |
Log Change History |
|
|
Notifications & Workflow |
Email to Requester |
||
|
Change Request Status Changed |
Change Request History |
Write email history action |
|
|
Notifications & Workflow |
Email to Change Interested Parties |
||
|
Notifications & Workflow |
Email to Change Owner |
||
|
Change Task Complete by Phase |
Change Request History |
Log Change History |
|
|
Notifications & Workflow |
Email to Change Owner |
Policies That Are Associated With Client at Risk
This table lists the system delivered policies that are specific to the Client at Risk context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
When a Client at Risk is Saved |
Client at Risk |
Notifications & Workflow |
Notify Recovery Team |
Policies That Are Associated With Create Self-Service HelpDesk Case
This table lists the system delivered policies that are specific to the Create Self-Service HelpDesk Case context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
After a New Self-Service HelpDesk Case is Saved |
Self Service Case Created - Assigned to Agent |
Notifications & Workflow |
Worklist Notification to Assigned To |
|
Self Service Case Created - Assigned to Provider Group |
Notifications & Workflow |
Send Worklist Notification |
Policies That Are Associated With Create Self-Service Support Case
This table lists the system delivered policies that are specific to the Create Self-Service Support Case context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
After a New Self-Service Support Case is Saved |
Self Service Case Created - Assigned to Agent |
Notifications & Workflow |
Worklist Notification to Assigned To |
|
Self Service Case Created - Assigned to Provider Group |
Notifications & Workflow |
Send Worklist Notification |
Policies That Are Associated With Defect
This table lists the system delivered policies that are specific to the Defect context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
After a Defect is Saved |
Defect Case Linked |
Notifications & Workflow |
Email to Call Center Agent |
|
Notifications & Workflow |
Email to Quality Developer |
||
|
Defect Changed to Fix |
Notifications & Workflow |
Email to Quality Manager |
|
|
Notifications & Workflow |
Worklist to Quality Developer |
||
|
Defect Changed to Test |
Notifications & Workflow |
Worklist notification to Quality Analyst |
|
|
Defect is Closed |
Notifications & Workflow |
Email Interested Parties |
|
|
Notifications & Workflow |
Email Quality Development Manager |
||
|
Defect Priority is Changed |
Notifications & Workflow |
Email to Quality Analyst |
|
|
Notifications & Workflow |
Email to Quality Developer |
||
|
Defect State Changed |
Notifications & Workflow |
Email to Quality Interested Parties |
|
|
Defect Timeout if State is Unassigned |
Notifications & Workflow |
Email to QA Manager |
Policies That Are Associated With Financial Account Modification
This table lists the system delivered policies that are specific to the Financial Account Modification context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
After Modify Account is Saved |
Modify Account Credit Card |
Business Project |
Modify Account Credit Card |
|
Modify Account Currency |
Business Project |
Modify Account Currency |
|
|
Modify Account Fee |
Business Project |
Modify Account Fee |
|
|
Modify Account Product |
Business Project |
Modify Account Product |
|
|
Modify Account Relationships |
Business Project |
Modify Account Relationships |
|
|
Modify Account Status |
Business Project |
Modify Account Status |
|
|
Modify Account TIN |
Business Project |
Modify Account TIN |
Policies That Are Associated With First Notice of Loss
This table lists the system delivered policies that are specific to the First Notice of Loss context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
After FNOL is saved |
First Notice of Loss |
Business Project |
First Notice of Loss |
Policies That Are Associated With Installed Product
This table lists the system delivered policies that are specific to the Installed Product context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
After an Installed Product is Saved |
Installed Asset Department Transfer |
Installed Product History |
Log Installed Product Event History |
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Asset Employee Transfer |
Installed Product History |
Log Installed Product Event History |
|
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product Configuration Change |
Installed Product History |
Log Installed Product Event History |
|
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product Creation |
Installed Product History |
Log Installed Product Event History |
|
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product Parent Chang |
Installed Product History |
Log Installed Product Event History |
|
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product Status Change |
Installed Product History |
Log Installed Product Event History |
|
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Service Change Order |
Installed Product History |
Log Installed Product Event History |
|
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Service New Order |
Installed Product History |
Log Installed Product Event History |
|
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product History |
Log Installed Product Event History |
Policies That Are Associated With Lead
This table lists the system delivered policies that are specific to the Lead context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
After a Lead is Saved |
Lead Assigned To Changed |
Lead History |
Log Lead History |
|
Notifications & Workflow |
Notify Assignee |
||
|
Lead ESA Pricing Info Received |
Notifications & Workflow |
Email Notification for Sales Rep |
|
|
Notifications & Workflow |
Worklist Notification for Sales Rep |
||
|
Lead is Rejected or Turnback |
Notifications & Workflow |
Email for Sales Rep |
|
|
Notifications & Workflow |
Email for Sales Rep Mgr |
||
|
Notifications & Workflow |
Email for Tele-Agent |
||
|
Notifications & Workflow |
Email for Tele-Agent Mgr |
||
|
Notifications & Workflow |
Worklist for Sales Rep |
||
|
Notifications & Workflow |
Worklist for Sales Rep Mgr |
||
|
Lead not accepted in due time |
Notifications & Workflow |
Email for Sales Rep |
|
|
Notifications & Workflow |
Email for Sales Rep Mgr |
||
|
Notifications & Workflow |
Worklist for Tele-Agent |
||
|
Notifications & Workflow |
Worklist for Tele-Agent Mgr |
||
|
Notifications & Workflow |
Worklist for Sales Rep |
||
|
Notifications & Workflow |
Worklist for Sales Rep Mgr |
||
|
Lead Rating Changed |
Lead History |
Log Lead Change History |
|
|
Lead Rating Changed |
Lead History |
Log Lead Change History |
Policies That Are Associated With Manage Self-Service HelpDesk Case
This table lists the system delivered policies that are specific to the Manage Self-Service HelpDesk Case context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
After an Existing Self-Service HelpDesk Case is Saved |
Case Updated by Employee - Agent Assigned |
Notifications & Workflow |
Send Email |
|
Case Updated by Employee - Agent Assigned |
Notifications & Workflow |
Send Helpdesk Worklist |
|
|
Case Updated by Employee - No Provider Group or Agent Assigned |
Notifications & Workflow |
Send Helpdesk Worklist |
|
|
Case Updated by Employee - Provider Group Assigned |
Notifications & Workflow |
Send Helpdesk Worklist |
|
|
Employee Has Requested Contact - Agent Assigned |
Notifications & Workflow |
Send Helpdesk Email to Agent |
|
|
Employee Has Requested Contact - Agent Assigned |
Notifications & Workflow |
Sent Helpdesk Worklist to Agent |
|
|
Employee Has Requested Contact - No Provider Group or Agent Assigned |
Notifications & Workflow |
Send Helpdesk Worklist to BU Owner |
|
|
Employee Has Requested Contact - Provider Group Assigned |
Notifications & Workflow |
Send Helpdesk Worklist to Provider Group |
Policies That Are Associated With Manage Self-Service Support Case
This table lists the system delivered policies that are specific to the Manage Self-Service Support Case context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
After an Existing Self-Service Support Case is Saved |
Case Updated by Customer - Agent Assigned |
Notifications & Workflow |
Send Email |
|
Case Updated by Customer - Agent Assigned |
Notifications & Workflow |
Send Helpdesk Worklist |
|
|
Case Updated by Customer - No Provider Group or Agent Assigned |
Notifications & Workflow |
Send Helpdesk Worklist |
|
|
Case Updated by Customer - Provider Group Assigned |
Notifications & Workflow |
Send Helpdesk Worklist |
|
|
Customer Has Requested Contact - Agent Assigned |
Notifications & Workflow |
Send Helpdesk Email to Agent |
|
|
Customer Has Requested Contact - Agent Assigned |
Notifications & Workflow |
Sent Helpdesk Worklist to Agent |
|
|
Customer Has Requested Contact - No Provider Group or Agent Assigned |
Notifications & Workflow |
Send Helpdesk Worklist to BU Owner |
|
|
Customer Has Requested Contact - Provider Group Assigned |
Notifications & Workflow |
Send Helpdesk Worklist to Provider Group |
Policies That Are Associated With Marketing Campaign
This table lists the system delivered policies that are specific to the Marketing Campaign context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
After a Campaign is Saved |
Campaign Status changed to Approved |
Notifications & Workflow |
Timeout Email to Marketing Manager |
|
Notifications & Workflow |
Worklist to Campaign Manager |
||
|
Campaign Status changed to Declined |
Notifications & Workflow |
Worklist to Campaign Manager |
|
|
Campaign Status changed to InReview |
Notifications & Workflow |
TimeOuts to Campaign Manager |
|
|
Notifications & Workflow |
Worklist to Campaign Manager |
||
|
Notifications & Workflow |
Worklist to Marketing Manager |
||
|
Campaign Status changed to Stopped |
Notifications & Workflow |
Email to Campaign Manager |
|
|
Notifications & Workflow |
TimeOut Email to Campaign Manager |
||
|
Notifications & Workflow |
Worklist to Campaign Manager |
||
|
Campaign Task Status is changed to Assigned |
Notifications & Workflow |
Email to Task Assignee |
|
|
Campaign Task Status is changed to Completed |
Notifications & Workflow |
Email to Campaign Manager |
|
|
Campaign Task Status is changed to Over Due |
Notifications & Workflow |
TimeOut Email to Campaign Manager |
|
|
Notifications & Workflow |
Worklist to Campaign Task Assignee |
||
|
Campaign Task Status is changed to Rejected |
Notifications & Workflow |
Email to Campaign Manager |
|
|
Notifications & Workflow |
Email to Campaign Task Owner |
||
|
Marketing Auto List Load |
Display Alert |
Auto Generation Started |
|
|
Notifications & Workflow |
Process |
Policies That Are Associated With Marketing Content
This table lists the system delivered policies that are specific to the Marketing Content context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
After a Content is Saved |
Content Status Changed to Completed |
Notifications & Workflow |
Content worklist |
|
Content Status Changed to Planning |
Notifications & Workflow |
Content Email |
|
|
Content Status Changed to Re-Work |
Notifications & Workflow |
Content Email |
|
|
Notifications & Workflow |
Content Time Out |
||
|
Notifications & Workflow |
Content worklist |
||
|
Content Status is Changed to InReview |
Notifications & Workflow |
Content worklist |
|
|
Content Task Status Changed to Assigned |
Notifications & Workflow |
Content Task Email |
|
|
Notifications & Workflow |
Content Task TimeOut |
||
|
Notifications & Workflow |
Content Task Worklist |
||
|
Content Task Status Changed to Completed |
Notifications & Workflow |
Content Task Worklist |
|
|
Content Task Status Changed to Over Due |
Notifications & Workflow |
Content Task TimeOut |
|
|
Content Task Status Changed to Rejected |
Notifications & Workflow |
Content Task Worklist |
Policies That Are Associated With Marketing Offer
This table lists the system delivered policies that are specific to the Marketing Offer context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
After an Offer is Saved |
Offer Status is changed to Completed |
Notifications & Workflow |
Offer worklist |
|
Offer Status is changed to Declined |
Notifications & Workflow |
Offer Worklist |
|
|
Offer status is changed to InReview |
Notifications & Workflow |
Offer Email |
|
|
Offer status is changed to InReview |
Notifications & Workflow |
Offer Time Out Email |
|
|
Offer status is changed to Planning |
Notifications & Workflow |
Offer Email to Owner |
Policies That Are Associated With My Service Order
This table lists the system delivered policies that are specific to the My Service Order context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
After a My Service Order is Saved |
Service Order Activity Canceled |
Notifications & Workflow |
Workflow – Email Provider Groups |
|
Notifications & Workflow |
Workflow - Email Technicians |
||
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Assigned |
Notifications & Workflow |
Workflow - Email Provider Group |
|
|
Notifications & Workflow |
Workflow - Email Technician |
||
|
Notifications & Workflow |
Workflow - Provider Group Worklist |
||
|
Notifications & Workflow |
Workflow - Technician Worklist |
||
|
Service Order Assignment Accepted |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Assignment Changed |
Notifications & Workflow |
Workflow - Email Provider Group |
|
|
Notifications & Workflow |
Workflow - Email Technician |
||
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Assignment Rejected |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Billing Error 1 |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Billing Error 2 |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Commit Response Exceeded |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Commit Restore Exceeded |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Not Assigned 100 Percent |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Not Assigned 20 Percent |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Not Assigned 50 Percent |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Not Completed 100 Percent |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Not Completed 80 Percent |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Not Started 100 Percent |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Not Started 120 Percent |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
Policies That Are Associated With Opportunity
This table lists the system delivered policies that are specific to the Opportunity context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
After an Opportunity is Saved |
Opp ESA Pricing Info Received |
Notifications & Workflow |
Email to Sales Rep |
|
Opp ESA Pricing Info Received |
Notifications & Workflow |
WorkList Item for Sales Rep |
|
|
Opportunity Assigned To Changed |
Opportunity History |
Log Opportunity History |
|
|
Opportunity Sales Stage Changed |
Opportunity History |
Log Sales Stage Change History |
|
|
Opportunity Status Changed |
Opportunity History |
Log Opportunity History |
Policies That Are Associated With Partner Online
This table lists the system delivered policies that are specific to the Partner Online context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
After a Partner is Saved |
Partner Activation |
Notifications & Workflow |
Notify Partner Contact via EMAIL |
|
Notifications & Workflow |
|||
|
Partner Approval |
Display Alert |
Test Message |
|
|
Notifications & Workflow |
Notify Partner |
||
|
Notifications & Workflow |
Partner Notification |
||
|
Partner Rejection |
Notifications & Workflow |
Partner Notification |
|
|
Notifications & Workflow |
Partner Notification |
Policies That Are Associated With Product Registration
This table lists the system delivered policies that are specific to the Product Registration context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
After Product Registration is Saved |
Installed Asset Department Transfer |
Installed Product History |
Log Installed Product Event History |
|
Installed Asset Employee Transfer |
Installed Product History |
Log Installed Product Event History |
|
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product Configuration Change |
Installed Product History |
Log Installed Product Event History |
|
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product Creation |
Installed Product History |
Log Installed Product Event History |
|
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product Parent Change |
Installed Product History |
Log Installed Product Event History |
|
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product Status Change |
Installed Product History |
Log Installed Product Event History |
|
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Service Change Order |
Installed Product History |
Log Installed Product Event History |
|
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Service New Order |
Installed Product History |
Log Installed Product Event History |
|
|
Installed Product History |
Log Installed Product Event History |
||
|
Installed Product History |
Log Installed Product Event History |
Policies That Are Associated With Service Order
This table lists the system delivered policies that are specific to the Service Order context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
After a Service Order is Saved |
Service Order Activity Canceled |
Notifications & Workflow |
Workflow - Email Provider Groups |
|
Notifications & Workflow |
Workflow - Email Technicians |
||
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Assigned |
Notifications & Workflow |
Workflow - Email Provider Group |
|
|
Notifications & Workflow |
Workflow - Email Technician |
||
|
Notifications & Workflow |
Workflow - Provider Group Worklist |
||
|
Notifications & Workflow |
Workflow - Technician Worklist |
||
|
Service Order Assignment Accepted |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Assignment Changed |
Notifications & Workflow |
Workflow - Email Provider Group |
|
|
Notifications & Workflow |
Workflow - Email Technician |
||
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Assignment Rejected |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Billing Error 1 |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Billing Error 2 |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Commit Response Exceeded |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Commit Restore Exceeded |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Not Assigned 100 Percent |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Not Assigned 20 Percent |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Not Assigned 50 Percent |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Not Completed 100 Percent |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Not Completed 80 Percent |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Not Started 100 Percent |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
||
|
Service Order Not Started 120 Percent |
Notifications & Workflow |
Workflow - Email |
|
|
Notifications & Workflow |
Workflow - Worklist |
Policies That Are Associated With Task Context for Integration with CRM/Mobile Apps
This table lists the system delivered policies that are specific to the Task Context for Integration with CRM/Mobile Apps context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
After the Task CI is Saved |
Notify about Task Ownership |
Notifications & Workflow |
Notify about Task Ownership |
|
Notify Owner - Task Accepted |
Notifications & Workflow |
Notify Owner - Task Accepted |
|
|
Notify Owner - Task Completed |
Notifications & Workflow |
Notify Owner - Task Completed |
|
|
Notify Owner - Task Declined |
Notifications & Workflow |
Notify Owner - Task Declined |
|
|
Notify Task Assignees |
Notifications & Workflow |
Notify Task Assignees |
Policies That Are Associated With Task Context for PIA Task Component
This table lists the system delivered policies that are specific to the Task Context for PIA Task Component context:
|
Trigger Point |
Policy Name |
Action Type |
Action Name |
|
After a Task is Saved |
Notify about Task Ownership |
Notifications & Workflow |
Notify about Task Ownership |
|
Notify Owner - Task Accepted |
Notifications & Workflow |
Notify Owner - Task Accepted |
|
|
Notify Owner - Task Completed |
Notifications & Workflow |
Notify Owner - Task Completed |
|
|
Notify Owner - Task Declined |
Notifications & Workflow |
Notify Owner - Task Declined |
|
|
Notify Task Assignees |
Notifications & Workflow |
Notify Task Assignees |