Defining Name and Address Information for Business Objects

This chapter provides an overview of name and address information in PeopleSoft Enterprise Customer Relationship Management (PeopleSoft Enterprise CRM) and discusses how to:

Update name information for business objects.
View summary contact information.
Maintain address books for business objects.
Define customer contacts.
Define customer sites.

Understanding Name and Address Information in PeopleSoft Enterprise CRM

This section lists common elements and discusses:

Business object names in PeopleSoft Enterprise CRM.
Address books in PeopleSoft Enterprise CRM.
Contact information for business objects.
Contact information for business object relationships.

Common Elements Used in this Chapter

Primary Name	The name that appears online when the business object is referenced in system transactions.
Contact Method Type	A method by which you contact a business object. PeopleSoft Enterprise CRM provides the Address, Phone, and Email contact methods with the system. You can define additional contact methods as needed.
Contact Method Purpose Type	A further clarification of a contact method. As delivered, the Home and Business contact method purpose types are available for the Email contact method and the types Home, Business, Fax, and Pager contact method purpose types are available for the Phone contact method. PeopleSoft Enterprise CRM provides additional contact method purpose types that you can configure and you can define additional types as needed. See Contact Method Types and Contact Method Purpose Types.
Contact Info Entry (contact information entry)	A grouping of contact methods. As they're delivered, contact information entries in PeopleSoft Enterprise CRM can contain one address, up to two email addresses, and up to four phone numbers. See Configuring Address Books.
Address Book	The collection of all contact information entries that are defined for a business object, business object site, or business object contact.
Consumer	A person business object that has the consumer role.

Business Object Names in PeopleSoft Enterprise CRM

When you initially create a new company, consumer, contact, site, or worker business object, you enter the business object name. This becomes the primary name for the business object and appears on the Summary page of the component. To edit this name, add additional names, or designate another name as primary, access the More Names page from the Details page of the component.

See Implementing Alternate Character, Defining Name Types for Business Objects.

Address Books in PeopleSoft Enterprise CRM

In PeopleSoft Enterprise CRM, you define an address book for each business object. An address book for a business object functions in the same way as a personal address book. For example, someone named Larry Hill might give you his home address, email, and telephone number. If you need to get in touch with Larry during the daytime or send him business correspondence, he might also give you a work address, cell phone number, pager number, and work email. If Larry operates out of two offices, you keep an address book entry for each of Larry's offices as well as for his home address. You can maintain address books for business objects and for sites and contacts of business objects.

The Address Book page that appears on a component enables you to manage the contact information for the business object and its associated sites and contacts. You click the description for an entry to view and edit the entry's details or you can create a new entry. The advanced options that are on the Address Book page enable you to manage contact methods independently of the contact information entry in which they are defined.

Note. If an Individual business object or an organizational business object (Partner/Company) has multiple roles, then the contact information will default to both roles. So if Larry is a contact and a consumer, and you add a phone number, that phone number, by default will apply to both roles. The exception is the worker role. Since there may be security issues around the worker role, information does not default to or from this role. So if Larry is both a worker and a consumer, and you add a phone in the Worker component, it will only apply to Larry in the role of worker, not consumer.

Contact Information for Business Objects

Contact information entries from a business object's address book appear on the component's summary page. The summary contact information presents the address, two email address, and all four phone numbers. To view the complete contact information for a business object, you must use the Contact Info page that you can access either by clicking the More Info link on the Summary page or by accessing the Address Book page.

By default, the first contact information entry that is in the address book appears for organization type business objects, and the first and second contact information entries appear for individual type business objects. You can select the contact information entry that appears on the summary page by clicking the Set Display link.

See Defining Contact Information Entries.

Contact Info Details

The Contact Info page enables you to view and update additional address, email, and phone contact information for an entry that is in the address book or to access additional entries. This page is the primary place where you maintain contact information for a business object. You can enter or update details of the contact methods that are associated with the business object or click the trash can button to cause all of the contact methods that are within the contact information entry to expire on the current date.

Note. When you remove a contact method, its end date is set to the current date, thereby inactivating the contact method. This occurs only if the contact method is not in any other active Contact Info entry. After you inactivate a contact method, the only way to reactivate it is by changing the start and end dates that are available within the Address Book Advanced Options section.

See Setting Up Contact Methods.

You can define purchasing options for the address if the CRM installation includes Order Capture.

See Defining Purchasing Options for Companies, Consumers, and Sites.

Advanced Options

When you expand the Advanced Options section on the Address Book page, you see a page with three tabs: Address, Email, and Phone. Each tab lists all the entries that are defined for that particular contact method type. The Edit button that appears for each entry provides the only access to the Contact Method Details page, where you can update the start and end dates for the contact method or associate the contact method with roles independently of the other contact methods in a contact information entry.

Existing Address Searches

You can search for existing addresses when you add or update address information. This enables you to find and modify an address that is similar to an existing address for a company, partner company, site, or person.

To search for an existing address, use one of the following two methods:

Enter any known address information, click the Look Up Address link on the Contact Info page for a company, consumer, contact, site, or worker and select an address from the list of existing addresses appears. The system uses the entered information as search criteria and returns any contact method records that match the criteria. You can select the applicable record, or, if none of the returned records apply, create a new contact record.
Enter known address information on the Update Address page and search for an existing address.

Note. Depending on the volume of addresses that are in the system and the number of search criteria that is entered, the address search feature can slow system performance.

Contact Method Definition for Business Object Roles

The contact methods that you define at the business object level are automatically associated with the role that the system assigns to the business object. For example, when you establish a business object using the Company component, the system assigns the Company role to the business object and creates contact method records for the role by using the contact information that you define. When you define a site business object by using the Site component or the Sites page in any other component, the system assigns the site role to the business object and records the contact information that you define for the site at both the business object and role levels.

Contact Information for Business Object Relationships

You can define separate contact methods for the relationships between a customer and its contacts or between a customer and its sites.

Contact Method for Customer Contacts

Delivered system transactions enable you to define address books for contact relationships. To do so, you add contacts to companies, partners, consumers, or sites. You then define an address book for the contact relationship.

Address information for a new contact is usually similar to address information that was previously defined in the system. PeopleSoft Enterprise CRM provides you with the capability to search for address information that was previously defined when you add contacts to the business object. For example, when you define a contact for a company, you can use an existing address with perhaps a modified mail stop number for the contact.

See Defining Customer Contacts.

Contact Method Definition for Customer Sites

When you create a site for a company, partner, or consumer, you can add any previously existing contact method for the company, partner, or consumer to the site address book. When you add addresses to a site that is within the context of a parent business object, the Address Search button first presents you with a list of addresses that are defined for the parent business object. The user can select one of the site's parent addresses or continue to search for any address within the system.

For example, sites are often created to manage field service activities, such as installation, preventative maintenance, or repair activities. This enables field service technicians to contact the customer site.

See Defining Customer Sites.

Updating Name Information

This section discusses how to add and update names.

Pages Used to Update Name Information

Page Name	Object Name	Navigation	Usage
Company - Details	RD_COMPANY_DETAILS	Customers CRM, Add Company, Company, Details Customers CRM, Search Company, Company, Summary Click the Details link.	Add or modify a company name.
Person - Details	RD_PERSON_DETAILS	Customers CRM, Add Person, Person, Details Customers CRM, Search Person, Person, Summary Click the Details link.	Add or modify a person's name.
Site - Name	RD_SITE_NAME_PG	Customers CRM, Add Site, Site, Primary Click the Name link. Customers CRM, Search Site, Site, Primary Click the Name link	Add or modify a site name.
Partner Company - Details	RD_PARTNER_DETAILS	Partners, Add Partner Company, Partner Company, Details Partners, Search Partner Company, Partner Company, Summary Click the Details link.	Add or modify a partner company name.
Company - More Names Person - More Names Partner Company - More Names Site - More Names	RD_MORE_NAMES_SEC	Click the More Names link on the Details page for a company, person, or partner company.	Add and update names. Designate a primary name.

Adding and Updating Names

Access the More Names page for a company, person, site, or partner company.

Primary

Select to indicate a primary name for the company or site. The name that you enter on the Detail page when you initially create the component is the default primary name record for the company or site business object.

Name Type

Select the type of name, preferred name or alternate name.

See Defining Business Object and Name Types.

Add New Name

Click to enter an additional name.

Managing Summary Contact Information

This section lists the pages used to manage summary contact information.

Pages Used to Manage Summary Contact Information

Page Name	Object Name	Navigation	Usage
Company - Summary	RD_COMPANY_SUMMARY	Customers CRM, Search Company, Company, Summary, Summary	View name and primary contact information for a company and the primary contact of the Company (if available).
Company - Details	RD_COMPANY_DETAILS	Customers CRM, Search Company, Company, Summary, Details	Maintain the first contact information entry for the company.
Partner Company - Summary	RD_PARTNER_SUMMARY	Partners, Search Partner Company, Partner Company, Summary, Summary	View name and primary contact information for a partner company and the primary contact of the Partner Company (if available).
Partner Company - Details	RD_PARTNER_DETAILS	Partners, Search Partner Company, Partner Company, Summary, Details	Maintain the first contact information entry for the partner company.
Site - Primary	RD_SITE_MAIN_2	Customers CRM, Search Site, Site, Primary	View name and maintain the first contact information entry of a Site, Service Location in the FIN component, Partnership, or Alternate Capacity business object.
Person - Primary	RD_PRSN_PRIMARY	Customers CRM, Search Person, Person, Primary Customers CRM, Add Person, Person, Primary	View name and maintain the first and second contact information entries of a person, worker, or client.

Maintaining Address Books for Business Objects

This section discusses how to maintain address books for business objects.

Pages Used to Maintain Address Books

Page Name	Object Name	Navigation	Usage
Person - Address Book	RD_PRSN_ADDR_BOOKS	Customers CRM, Add Person, Person, Address Book Customers CRM, Search Person, Person, Address Book	Maintain the address book for a person, worker, or client.
Company - Address Book	RD_COMP_ADDR_BOOK	Customers CRM, Search Company, Company, Address Book, Addresses Customers CRM, Add Company, Company, Address Book, Addresses	Maintain the address book for a company.
Partner Company- Address Book	RD_PTNR_ADDR_BOOK	Customers CRM, Search Partner Company, Partner Company, Address Book, Addresses Customers CRM, Add Partner Company, Partner Company, Address Book, Addresses	Maintain the address book for a partner company.
Site - Address Book	RD_SITE_ADDR_BOOK	Customers CRM, Search Site, Site, Address Book, Addresses Customers CRM, Add Site, Site, Address Book, Addresses	Maintain the address book for a site.
Company - Contact Info Person - Contact Info Partner Company - Contact Info Site - Contact Info	ABE_DETAIL	Click a Description link in the Contact Info Entry grid on the Address Book page for a company, person, partner company, or site. Click the Create Entry button on the Address Book page for a company, person, partner company, or site.	Maintain contact information entries in an address book.
Address Search	ABE_ADD_LOOKUP_SEC	Click the Look Up Address link on the Contact Info page for a company, person, partner company, or site.	Select an existing address to use or modify as the address for a company, person, partner company, or site.
Company - Update Address Person - Update Address Partner Company - Update Address Site - Update Address	RD_ADDR_DETAIL	Expand the Advanced Options section on the Address Book page for a company, person, partner company, or site. Select the Address tab. Click the Edit button next to any listed address.	Update address detail.
Company - Update Phone Person - Update Phone Partner Company - Update Phone Site - Update Phone	RD_PHONE_DETAIL	Expand the Advanced Options section on the Address Book page for a company, person, partner company, or site. Select the Phone tab and click the Edit button next to any listed .	Update phone detail.
Company - Update Email Person - Update Email Partner Company - Update Email Site - Update Email	RD_EMAIL_DETAIL	Access the Address Book page for a company, person, partner company, or site. Expand the Advanced Options section. Select the Email tab. Click the Edit button next to any listed email address.	Update email detail.

Maintaining Address Books

Access the Address Book page for a company, site, partner company, or person.

Description

Click a description to edit the contact information that is in the entry.

Create Entry

Click to add a new contact information entry.

See Configuring Address Books.

Advanced Options

Use the advanced options section to designate a contact method as primary for the business object and to edit information about the contact method.

Edit

Click this button to access a page where you can edit the contact method and change its start and end dates.

Maintaining Contact Information

Access the Contact Info page for a company, person, partner company, or site.

Selecting Existing Addresses

Access the Address Search page for a company, person, partner company, or site.

Select a listed address.

Updating Address Detail

Access the Update Address page for a company, person, partner company, or site.

Search for Existing Address

Click to search the existing addresses for a company. The system returns addresses that match the address information that you enter in the Address Information page region.

Create Using Entered Address

Click to create the address by using the information that you enter.

Address Effective Dates and Applications

Enter the start date and end date that the address is effective.

Roles Address Applies to

This region lists all the roles that are assigned to the business object. By default, the address applies to all the business object roles. You can enter a start date and end date for each role to inactivate the address defined for the role.

Updating Phone Detail

Access the Update Phone page for a company, person, partner company, or site.

Phone Effective Dates and Applications

Enter the start date and end date that the phone number is effective.

Roles Phone Applies to

This region lists all the roles that are assigned to the business object. By default, the phone number applies to all the business object roles. You can enter a start date and end date for each role to inactivate the phone for the role.

Updating Email Detail

Access the Update Email page for a company, person, partner company, or site.

Email Effective Dates and Applications

Enter the start date and end date that the email is effective.

Roles Email Applies to

This region lists all the roles that are assigned to the business object. By default, the email applies to all the business object roles. You can enter a start date and end date for each role to inactivate the email for the role.

Defining Customer Contacts

This section discusses how to define contacts for a customer or partner company.

Pages Used to Define Customer Contacts

Page Name	Object Name	Navigation	Usage
Person - Contacts	RD_CONSUMER_REP	Customers CRM, Search Person, Person, Summary Click the Edit Consumer Information link or the Add Consumer Information link. Select the Address Book tab and click the Contacts link. Customers CRM, Add Person, Person, Details Click the Add Consumer Information link. Select the Address Book tab and click the Contacts link.	Maintain the list of contacts for a person. Note. You can only define contacts for a person with the consumer role.
Company - Contacts	RD_COMPANY_CNTCT_2	Customers CRM, Add Company, Company, Details Select the Address Book tab. Click the Contacts link. Customers CRM, Search Company, Company, Summary Select the Address Book tab. Click the Contacts link.	Maintain the list of contacts that are defined for a company.
Partner Company - Contacts	RD_PTNR_CONTACTS	Partners, Add Partner Company, Partner Company, Details Select the Address Book tab. Click the Contacts link. Partners, Search Partner Company, Partner Company, Summary Select the Address Book tab. Click the Contacts link.	Maintain the list of contacts for a partner company.
Site - Contacts	RD_SITE_CNTCT_2	Customers CRM, Add Site, Site, Primary Select the Address Book tab. Click the Contacts link. Customers CRM, Search Site, Site, Primary Select the Address Book tab. Click the Contacts link.	Maintain the list of contacts for a site.
Add Contact	RD_REP_ADD_SRCH	Click theAdd Contact button on the Contacts page for a company, consumer, partner company, or site.	Add a contact of a company, consumer, partner company, or site.
Maintain Contact	RD_REP_MAINTAIN	Click theMaintain Contact button on the Contacts page for a company, consumer, partner company, or site.	Maintain purchasing options and contact information entries for a contact of a company, consumer, partner company, or site.

Maintaining the Contact List

Access the Contacts page for a company, partner company, site, or person with the consumer role.

Adding Contacts

Access the Add Contact page.

Search for an existing Person

Click to search the database for a person whose information matches what you enter on this page. A page appears on which you can choose a person to add as a contact.

Editing Contact Information

Access the Maintain Contact page.

Purchasing Options

Purchasing options appear here only if you enable the option on the component's primary page. The contact must have at least one address defined before you can select purchasing options.

Defining Customer Sites

This section lists the pages used to maintain site lists.

Pages Used to Define Sites

Page Name	Object Name	Navigation	Usage
Company - Sites	RD_COMPANY_SITE_2	Customers CRM, Add Company, Company, Address Book Click the Sites link. Customers CRM, Search Company, Company, Address Book Click the Sites link.	Maintain company sites.
Person - Sites	RD_CONSUMER_SITE_2	Customers CRM, Add Person, Person, Details Click the Add Consumer Information link. Select the Address Book tab and click the Sites link. Customers CRM, Search Person, Person, Summary Click the Edit Consumer Information link or the Add Consumer Information link. Select the Address Book tab and click the Sites link.	Maintain sites for a person. Note. You can only maintain sites for a person with the consumer role.
Company - Edit Site Person - Edit Site	RD_CUST_SITE_DTL	Click the Edit button next to a listed site on the Sites page for a company or person who has the consumer role.	Maintain contact information entries for a customer site.
Company - Create Site Person - Create Site	RD_CUST_SITE_DTL	Click the Create Site button on the Sites page for a company or person who has the consumer role.	Add a site to a company or person.

Maintaining Site Lists

Access the Company - Sites page

Description	Click a description to edit the contact information that is in the entry.
Create Entry	Click to add a new contact information entry.

Search for Existing Address	Click to search the existing addresses for a company. The system returns addresses that match the address information that you enter in the Address Information page region.
Create Using Entered Address	Click to create the address by using the information that you enter.