Defining Call Center Business Units and Display Template Options

This chapter provides an overview of call center business units, display templates, assignment options, and discusses how to:

Define call center business units.
Define display template general options.

Understanding Call Center Business Units

A call center business unit represents an operational entity, an individual call center within your organization. You must associate all call center cases with a business unit, and call center reporting and analysis is based on business units. You can configure different business units for different business processing.

You can use one business unit for all cases, or you can divide operations based on whatever criteria makes the most sense. For example, you could create business units for different product lines or regions.

Before creating multiple call center business units, be sure that you understand the concept of tableSet controls, the mechanism that is used to determine valid values for certain fields on the Case page and other transactional pages.

See Understanding TableSet Controls in PeopleSoft Enterprise CRM.

Understanding Display Templates

Display templates enable you to control the appearance and behavior of the Case component (RC_CASE) for various yet specific business needs at ease.

The Case component (RC_CASE) can be associated with multiple display templates, each of which provides a different presentation of the component tailored for specific needs. Suppose that you set up three display templates for the Case component to be used in the customer support center, the internal IT helpdesk, and the internal human resources helpdesk. You can configure how the component looks and behaves in each operation based upon business requirements. For example, you can disable the Billing page for the two helpdesk display templates if interdepartmental billing is not available, change the Customer Information section label to Employee Information for the helpdesk display templates, disable the Dispute Information section in display templates that are not pertinent to the communications industry, and so on.

Use display templates to control:

Visibility of pages.
Visibility of page sections. You cannot, however change the order of the sections.
Visibility and security of page fields.
Functionality and setup options that are initiated by display templates.
The default pages to display when users access the component in the add mode or update mode.
Labels on fields, sections, and tabs within sections.

See Configuring Display Templates for Components.

Understanding Assignment Options

There are two sections on the Options page: Agent and Self-service.

Each section has options for provider group assignment and for agent assignment.

Note. In addition to the options here, you can also automatically assign self-service cases to a provider group (but not to an agent) by specifying a default provider group on the Case Defaults page. However, auto-assignment settings on this page takes precedence: the system will first attempt to assign cases based on the setting here in the Business Unit - Options page. Only if that attempt fails does the system assign the case to the default Assign To provider group that is specified on the Case Defaults page.

This section discusses:

Provider group assignment.
Person assignment.

Assigning Provider Groups

The following definitions describe options for automatically assigning new cases to provider groups. These settings apply only when the Provider Group field or the Assigned To field is blank in a newly submitted case—the system does not override an existing value in the Provider Group field. For example, if you use a Quick Code to assign a provider group, the system does not attempt to assign a provider group when you save.

None	Select None if you do not want any automatic assignment to occur; assignments must be made manually. Note. Delivered Active Analytics Framework (AAF) for cases sends notifications to the agent or provider group that is assigned to a newly created case. If you allow unassigned cases to be saved, you should define a mechanism for routing and handling those cases
Any	Select Any or Available to invoke the assignment engine when the case is saved. If Any is selected, the assignment engine does not look at worker or provider group schedules; it simply finds the worker or provider group with the highest overall fit score. Note. If a user manually assigns an agent to the case and the agent is in exactly one provider group, the system automatically assigns the agent's provider group to the case when it is saved. If the agent is in more than one provider group, the system leaves the Provider Group field blank on the Case page when the case is saved.
Available	Select Any or Available to invoke the assignment engine when the case is saved. If Available is selected, the assignment engine looks only at workers and provider groups who are currently available according to the schedules you create.
Default	Select Default to assign a case to its creator. This does not invoke the assignment engine. If Default is selected, the system will address whether there is agent that is on the case. If there is an agent on the case, and that agent is in one and only one provider group, the system will assign that provider group to be the Default provider group. Otherwise, the provider group field is left blank. In other words, selecting Default forces the system to find the group for the agent that has already been selected. If the agent is a member of more than one group, the Provider Group field will be left blank. Note. This option is available only for cases created by agents, not for cases created by self-service application users.

Assigning a Person to a Case

The following definitions describe options for automatically assigning new cases to individual agents. These settings apply only when the Assigned To field is blank in a newly submitted case; the system does not override an existing value in the Assigned To field. For example, if you use a Quick Code to assign an agent, then the system does not attempt to assign a different agent when you save.

None	Indicates that the system does not assign new cases to agents. Note. Be aware that delivered Active Analytics Framework (AAF) for cases sends notifications to the agent or provider group that is assigned to a newly created case; if you allow unassigned cases to be saved, you should define a mechanism for routing and handling those cases.
Any	Select to have the assignment engine assigns the case to the person with the highest fit score if a provider group was previously entered, either manually or through auto-assignment. If no provider group was entered, then no agent is assigned.
Available	Select to have the task assignment engine check worker schedules and assign cases only to agents who are working at the time the case is assigned. Note. The Any and Available options use the assignment engine. In order for the assignment engine to assign an agent, a provider group must already be assigned.
Default	Select to have the system assign the case to the agent who created the case. The system handles case assignments according to these rules: If a provider group is specified, either manually or through auto-assignment, the system does not assign the case to an agent. If no provider group is specified, the system assigns the case to the agent who created the case. If the provider group auto-assignment option is also Default, then the system additionally assigns the case to the agent's provider group (assuming that one can be uniquely identified). Note. This option is only available for cases created by agents, not for cases created through a self-service application. See Setting Up and Performing Assignment Searches.

Defining Call Center Business Units

This section discusses how to:

Create a call center business unit.
Define business rules for a call center business unit.
Set up call center components and their defaults.

Prerequisites

Before you can associate a call center business unit with a default business unit in PeopleSoft Enterprise FieldService, Inventory, Quality Management, or Sales, you must first create those associated business units.

Before you can set case defaults for a call center vertical, such as CRM for Communications, you must set up the default values in the appropriate call center prompt table.

Pages Used to Define Call Center Business Units

Page Name	Object Name	Navigation	Usage
Call Center BU	BUS_UNIT_RC1	Set Up CRM, Business Unit Related, Call Center Definition, Call Center BU	Create call center business units and establish default business units to use when integrating with other PeopleSoft applications.
Business Unit - Options	BUS_UNIT_RC2	Set Up CRM, Business Unit Related, Call Center Definition, Options	Define business rules for a call center business unit.
Case Defaults	BUS_UNIT_RC_DEF	Set Up CRM, Business Unit Related, Call Center Definition, Case Defaults	Set up defaults for all call center applications.

Creating a Call Center Business Unit

Access the Call Center BU page.

The preceding screen shot shows the page in Add a New Business Unit mode. In add mode, the other pages in the component are hidden and several fields are not available for entry.

Establishing the Business Unit

Business Unit	Enter a business unit identifier. To maximize system performance, always use exactly five characters.
Short Description	Enter the description that appears on the Case page and other places where the business unit appears.
Default SetID	Enter or select the default SetID for the business unit. When you create a business unit, the system copies the setID for each record group from the tableSet control of the setID you have entered. In the tableSet control record, each of the delivered record groups is associated with the setID that you enter here. The Default SetID field appears only when you open the Call Center BU page in Add mode. Once you create the business unit, the system sets up default tableSet control information, and you must use the TableSet Control page to change the default. Note. They system will always create a setID that is equal to the business unit that you create—every business unit is also a setID.
Status	Indicates the call center status. Values are: Open (active) or Closed (inactive). No transactions are processed for a closed business unit.
Create BU (create business unit)	Click to establish the tableSet controls for the call center business unit based on the default setID that you specify. This button appears only when you open the Call Center BU page in Add a New Business Unit mode. Other pages in the component and several of the fields on this page are unavailable until you click the Create BU button to create the business unit.

Specifying Related Business Units

These fields are not available until you click the Create BU button. Use these fields to specify default business units to use when creating certain types of objects from the Related Actionssection on the case page, the Related Actions section on the Case Summary page, or from the Related Actions page on the Case component.

These fields are relevant only if you integrate with the specified product. Agents can always override the defaults that are established here.

Self-Service Description	Enter a description for self-service application users. This description should be meaningful to users who are unfamiliar with the organization of your call center business units.
RMA Unit	Enter the default RMA business unit to use when creating an RMA from a case.
Service Order Unit	Enter the default FieldService business unit to use when creating a service order from a call center case. When you establish tableSet sharing, ensure that the field service business unit and the call center business unit prompt against the same set of customers.
Sales Unit	Enter the default Sales business unit when creating a sales lead from the Related Actions page in a call center case. When you establish tableSet sharing, make sure that the sales business unit and the call center business unit prompt against the same set of customers.
Quality Unit	Enter the default Quality Management business unit to use when selecting a defect to relate to a case.
Order Capture Unit (business unit for order capture)	Enter the default Order Capture business unit to use when entering an order related to a case. Note. If you use a lead qualification script to transfer to Order Capture from the Support or HelpDesk Case component, the business unit must be valid for your Order Capture application, or you must select a default order capture business unit on this setup page.

Defining Business Rules for a Call Center Business Unit

Access the Business Unit - Options page

The fields on this page are not available for entry until you create the business unit by clicking the Create BU button on the Call Center BU page.

Agent Options

Assign Person	Select how agents are assigned the case. See Assigning a Person to a Case.
Assign Provider Group	Select how agents are assigned the case. See Assigning a Person to a Case.
Call Center Manager	Select your default call center manager. This can be used to route workflow using Active Analytics Framework (AAF). See Setting Up PeopleSoft CRM Workflow.
Max # of Notes in Response EIP	Enter a number that limits the number of notes sent in the EIP in response to a requesting entity. If you leave this field blank, all notes are included.
Product Prompt	Choose how you would like the product prompt to work. The options are: All You can select a product from the master products table. FSI If you have FSI installed, you can select an FSI-related product from the master FSI products table. Installed You can select from a list of products that are installed at a specific site. See Defining Products.
Allow Multiple Resolutions	Select if you want to allow an agent to select more that one solution to be marked as Successful.
Autoexecute Verity Search	Select if you want the Verity search to automatically execute when the Searchpage is accessed.
Canceled to Open Case Status	Select to allow agents to reopen cases that are cancelled.
Closed to Open Case Status	Select to allow agents to reopen cases that are closed
Security Matrix	Generally used for Financial Services.

Self-Service Options

Assign Person	Select how agents are assigned the case. See Assigning a Person to a Case.
Assign Provider Group	Select how provider groups are assigned the case. See Setting Up and Maintaining Provider Groups and Group Members.
Solution Newly Created Period	Specify how long (in days) the “new” icon appears for solutions.
Allow Case to be Closed	Select to allow self-service application users to reopen cases that are closed.
Allow Case to be Reopened	Select to allow self-service application users to reopen cases that are cancelled.
Grace Period (Days)	Enter the number of days after a case has been closed during which self-service application users are permitted to reopen the case. This option is only allowed if you select the previous option — allowing a case to be reopened. If you allow cases to be reopened, the grace period will default to7 days.

Setting Up Case Defaults

Access the Case Defaults page.

The fields on this page are not available for entry until you create the business unit by clicking the Create BU button on the Call Center BU page.

Case Defaults

Display Template ID	Select the display template to be used for this business unit.
Call Center Component	Select the component that will be associated to the display template that is specified in the previous field. You can setup different defaults for different components on the same template and you can setup different default values for different templates that use the same business unit.
Market	Select Global.

All Call Centers

New Case Status

The status that the system sets when a user opens a new case.

Note. Although most defaults are optional, the New Case Status default is required for the component that is used to report new self-service cases. Without a default value, the system cannot save the case. Also, because Case Status is a required field for a case, a user reporting a case through a self-service application cannot set the case status.

Resolved Case Status

The status that is set when a user identifies a successful solution. Enter a value here to enable the system to close cases once they are resolved.

Both agents and self-service application users can resolve cases. Agents resolve cases by setting a solution status to Successful Resolution. Self-service application users resolve cases by answering Yes when asked whether a particular solution resolved their problem. The default can be different for a self-service user than it is for an agent.

Reopened Case Status

If you selected the Allow Case to be Reopened check box (on the Business Unit - Options page), enter the status that is to be used for cases that self-service application users reopen. If you do not enter a status here, then, when an agent or self-service user reopens a case, the status will not change. This could result in cases being closed without having a successful resolution—a condition that the system does not normally allow.

Default Case Types

Case Type	Select the default case type for a new case.
Case Sub Type	Select the default case subtype for a new case.
Defect Case Type	The case type that the system sets when a user relates a case to a Quality Management defect. If you do not enter a value, the case type does not change when the case is related to a defect. Note. This function is not active in this release (8.9).
Case Priority	Select the default case priority for a new case.
Case Impact	The default case impact for a new case.
Case Severity	Select the default case severity for a new case.
Source	Select the default source for the case. This allows you to tell which cases were entered by way of Self-Service applications or by the agent.
Source EIP	Select the default source for a case that is created by way of the Case EIP. See Understanding the Case EIP.
Source ERMS	Select the default source for a case that is created by way PeopleSoft CRM's ERMS system. See Understanding ERMS.

CTD Defaults

Category	Select the default case category for a new case.
Specialty Type	Select the default case specialty type for a new case.
Detail	Select the default case detail for a new case.

Defining Display Template General Options

This sections discusses how to use display templates to enable pages and define general options for the Case component.

Display templates are unique identifiers that define how to display pages, sections, and fields within controlled components. In PeopleSoft call center applications, display templates control the look and feel of the Case page. The Case component can be associated with multiple display templates, each of which provides a different presentation of the component tailored for specific needs. Suppose you set up three display templates for the Case component (RC_CASE) to be used in the customer support center, the internal IT helpdesk, and the internal human resources helpdesk. You can configure how the component looks and behaves in each operation, based upon business requirements. For example, you can disable the Billing page for the two helpdesk display templates if interdepartmental billing is not available, change the Customer Information section label to Employee Information for the helpdesk display templates, disable the Dispute Information section in display templates that are not pertinent to the communications industry, and so on. To allow easy access to components that are shown in different display templates, you can provide a unique set of content references (CREF), one used to add and one to search for records) that appear on the left hand navigation menu for each component and display template combination.

Important! PeopleSoft CRM delivers system data for each component that supports display templates. Stored in the Display Template System Data component, the system data dictates which parts of the component functional users are able to control using the predefined display templates (display templates are defined in the Display Template Definition component). Access to these two components is restricted to IT administrators only. Exercise caution when planning to modify system data or create additional display templates; it is considered customization and therefore is not supported by PeopleSoft.

Pages Used to Configure Display Templates for Components

Page Name	Object Name	Navigation	Usage
Display Template	RDT_TMPL_PAGE	Set Up CRM, Common Definitions, Component Configuration, Display Template Details	Use this page as an entry point to control the appearance and behavior of the specified component.
Display Template - Page Definition	RDT_TMPL_SECTN	Click a page link in the Pages grid on the Display Template page.	Select page sections that can be configured by display templates, which includes enabling or disabling fields, and modifying labels. Click to Show Section Details link to review fields that are defined for sections and configure them.
Display Template - Page SubTab Definition	RDT_TMPL_STB	Click the Modify SubTabs link on the Display Template - Page Definition page. This link is available only to pages that have subtab sections.	Modify the list of subtabs that are available for displaying page sections, which includes changing the order, labels of the subtabs, selecting a default subtab to display and entering the dropdown text for the subtabs to show in the Go To field of the toolbar.
Display Template - Section Embedded Tab Definition	RDT_TMPL_EMB	Click the Modify Embedded Tabs link on the Display Template - Page Definition page. This link is available only to pages that have embedded tab sections.	Modify the list of embedded tabs that are available for display in the embedded tab section, which includes changing the order, labels of the embedded tabs, selecting a default tab to display.
Display Template - Label Definition	RDT_TMPL_LABEL_SEC RDT_TMPL_LABEL_EMB	Click a link, which can be a section label, a field label or a tab label.	Specify the label text by choosing from existing message catalog entries or field labels. You can also create new message catalog entry if existing ones do not apply.

Delivered Display Templates for Call Center Applications

System-delivered display templates for call center applications:

Call Center Applications

System-delivered display templates for call center applications:

RC_AGT_CASES_PGT	CRM_COM (Communications)
	CRM_ENG (Energy)
	CRM_FIN (Financial Services)
	CRM_GOV (Government)
	CRM_HHD (HR HelpDesk)
	CRM_INS (Insurance)
	RC_HELPDESK (HelpDesk)
	RC_SUPPORT (Support)
RC_CASE	CRM_COM (Communications)
	CRM_ENG (Energy)
	CRM_FIN (Financial Services)
	CRM_GOV (Government)
	CRM_HHD (HR HelpDesk)
	CRM_INS (Insurance)
	RC_HELPDESK (HelpDesk)
	RC_SUPPORT (Support)
RC_CASE_HD_SS	CRM_HHD (HR HelpDesk)
RC_CASE_HD_SS	RC_HELPDESK (HelpDesk)
RC_CASE_HD_SS_RPT	CRM_HHD (HR HelpDesk)
RC_CASE_HD_SS_RPT	RC_HELPDESK (HelpDesk)
RC_CASE_HD_SS_SRCH	CRM_HHD (HR HelpDesk)
RC_CASE_HD_SS_SRCH	RC_HELPDESK (HelpDesk)
RC_CASE_SEARCH	CRM_COM (Communications)
	CRM_ENG (Energy)
	CRM_FIN (Financial Services)
	CRM_GOV (Government)
	CRM_HHD (HR HelpDesk)
	CRM_INS (Insurance)
	RC_HELPDESK (HelpDesk)
	RC_SUPPORT (Support)
RC_CASE_SW_SS	CRM_COM (Communications)
	CRM_ENG (Energy)
	CRM_FIN (Financial Services)
	CRM_GOV (Government)
	CRM_INS (Insurance)
	RC_SUPPORT (Support)
RC_CASE_SW_SS_RPT	CRM_COM (Communications)
	CRM_ENG (Energy)
	CRM_FIN (Financial Services)
	CRM_GOV (Government)
	CRM_INS (Insurance)
	RC_SUPPORT (Support)
RC_CASE_SW_SS_SRCH	CRM_COM (Communications)
	CRM_ENG (Energy)
	CRM_FIN (Financial Services)
	CRM_GOV (Government)
	CRM_INS (Insurance)
	RC_SUPPORT (Support)
RC_SOLNSRCH_HD_SS	CRM_HHD (HR HelpDesk)
RC_SOLNSRCH_HD_SS	RC_HELPDESK (HelpDesk)
RC_SOLNSRCH_SW_SS	CRM_COM (Communications)
	CRM_ENG (Energy)
	CRM_FIN (Financial Services)
	CRM_GOV (Government)
	CRM_INS (Insurance)
	RC_SUPPORT (Support)
RC_SS_HD	CRM_HHD (HR HelpDesk)
RC_SS_HD	RC_HELPDESK (HelpDesk)
RC_SS_SW	CRM_COM (Communications)
	CRM_ENG (Energy)
	CRM_FIN (Financial Services)
	CRM_GOV (Government)
	CRM_INS (Insurance)
	RC_SUPPORT (Support)

Important! PeopleSoft CRM delivers system data for each component that supports display templates. Stored in the Display Template System Data component, the system data dictates which parts of the component that functional users are able to control using the predefined display templates (display templates are defined in the Display Template Definition component). Access to these two components is restricted to IT administrators only. Exercise caution when planning to modify system data or create additional display templates; it is considered customization and therefore is not supported by PeopleSoft.

Enabling Pages and General Options

Access the Display Template page.

You can review a list of system-delivered display templates in the Display Template Details component. Select a display template from the list and use it to configure the corresponding component.

Pages

This grid lists the pages that are configurable for the component.

Page

Click to access the Display Template - Page Definition page to configure the sections and fields of the selected page. For pages that are not enabled, their names are in plain text.

Add Mode Default

Select to show the corresponding page by default when you create a transaction for the component. It's optional and you can select only one page to be the default. If you don't identify a default page, the system displays the page that is specified for the component in Application Designer.

If users who access the component have no permission to the default page, the system displays the first page in the component that they have permission to access.

Update Mode Default

Select to show the corresponding page by default when you open an existing transaction for the component. It's optional and you can select only one page to be the default. The display logic that is used for the add mode applies to the update mode as well.

General Options

This grid presents the features and functionality that are enabled in the component system data definition. The list varies depending on the number of feature options that are enabled for a given component. Typically, you select a value for each listed option. For example, select the configurable search ID from the Value drop down list box if you plan to use configurable search for a given display template and component combination; or select the appropriate application class extension if the system should perform some application specific logic when certain user event takes place. This grid does not appear if IT administrators have not enabled any general options in the component's system data to be configured through display templates.

Configurable Search ID	Choose the configurable search definition template. See Configuring Searches.
Licensed Product Code	Identify the licensed product that this display template applies to.
Licensed Product Definition	Enter a description of the licensed product identified in the field above.
360 Degree Version	Choose 360 to use for this template. Options are Customer, HRHD Worker, and Worker. See Setting Up the 360-Degree View.
Application Set Extension	This contains functions to handle additional business logic to be performed when the user clicks on selected tabs, hyperlinks, etc. Do not change this value unless you are familiar with this Application Class Extension.
Search Definition Name	Select the Solution Advisor Search Definition Name to use for this template. See Defining Record-Based Search Index Templates.
BO Search Adapter name	Choose the Adapter to use for this template on this component. See Setting Up Business Object Search and Quick Create.
Email Template for Case Notes	Choose the Email Form ID that you want to use to email Case Notes. See Defining Settings for Template-Based Correspondence.
Email Template for Solutions	Choose the Email Form ID that you want to use to email Solutions. See Defining Settings for Template-Based Correspondence.
Portal Name	Select the Portal to use for Transferring using a Content Reference. See Understanding Link Setup.
Portal Object Name	Select the Content Reference to use for transfers. See Understanding Link Setup.
Action Group ID	Select the Action Link Group to use for this template. This group is the superset of all action links that a user will be able to use for this template. See Setting Up Links to PeopleSoft HRMS Pages and Related Actions.