Using the 360-Degree View

This chapter provides an overview of 360-degree views and discusses how to:

Access the 360-Degree View pages.
Manage overall activity for a business object.

Understanding the 360-Degree View

This section discusses:

360-degree views.
360-degree view toolbar.

360-Degree Views

360-degree views provide a summary view of overall activity for an business object—a customer, contact, partner, or worker. From a 360-degree view, you can review or initiate transactions, record interactions and subinteractions, view relationships, and view tasks for the business object.

A 360-degree view page includes these page regions:

Region	Details
Role	This drop-down field lists all the roles that are associated with the business object whose information appears on the page. You can select a role to filter transactions so that only the transactions and activities that pertain to that role appear. The system uses this field to generate summary information for the role. See Understanding Business Object Relationship Model Components.
Go To	This field lists the transactions that are defined for the 360-Degree view page. Select the transaction to perform to transfer to that transaction page. The system populates relevant fields on the transaction page. See Configuring Transactions for the 360-Degree View.
Summary	Information such as name, contact information, and customer value appears here. The Summary page region can include up to two buttons that transfer to components that contain more information about the business object.
Activities	Activities appear in a tree format that contains a record of all transactions, interactions, and subinteractions that involve the business object. Transactions are grouped under nodes. You select a node to view, add, modify, or search for a transaction. The specific nodes that appear on the Activities tree vary depending on the business object and role that you select. See Setting Up the 360-Degree View Tree.
Date Filter	This field enables you to select a date range that controls which transactions appear in the tree.
<activity> Detail	The information that appears in this area changes depending on which node you select in the activities tree. Summary information about the transactions that are under the node that you select in the 360-Degree view tree appears in this grid. When you first access the 360-degree view page, the information that appears is controlled by the default setting that is specified for the page. See Setting Up the 360-Degree View Tree.
Log Interaction	Using this group box, you can capture interaction details, record the callback date and time, attach notes to the interaction, and send an email to the customer or internal personnel (if the email address is set up). See Working with Interactions.
Recent Transactions	This area lists all the transactions that occur during the current interaction.
Relationship Viewer	All of the business object relationships for the customer are accessible from this page. See Working with the Relationship Viewer.
Tasks	This page lists all the tasks that pertain to the business object. You can drill down to view the task detail. See Working with Tasks.

The specific information that you see on a 360-Degree View page varies depending on whether you are viewing a customer, contact, site, partner, worker, or human resources help desk (HRHD) worker.

All interactions with the business object are recorded and appear in the Activities section of the 360–degree view. An interaction can contain multiple subinteractions. For example, a call with a customer might involve a case being updated, a service order being added, and a note about the customer being sent. All of these subinteractions are logged under the same interaction.

The following types of 360-degree views are available. The specific activities and transactions that appear in the Activity Tree page region and Go To drop down box differ depending upon which 360-degree view you access.

Customer

The customer 360-degree view is used to manage transactions and activities that relate to customers, sites and contacts of customers.
Partner

The partner 360-degree view is used to manage transactions and activities that relate to partners and contacts of partners.

See PeopleSoft Enterprise Partner Relationship Management 8.9 PeopleBook.
Worker

The worker 360-degree view is used to manage cases and interactions for workers who call the Help Desk for support.

See PeopleSoft Enterprise CRM 8.9 Call Center Applications PeopleBook.
HRHD Worker

The HRHD Worker 360-degree view is used to initiate transactions and manage activities that relate to the worker's human resources data. In addition to the sections that appear on all 360-degree views, the HRHD worker 360-degree view includes information about the worker's job and position, payroll information, and benefits.

The HRHD 360-degree View page provides security that is based on section-level information only. There is no field-level security. For example, if an agent has access to information for one job and not the other, or the agent only has access to part of the information, the system still retrieves all job information. This enables a true 360-degree view of an employee.

See PeopleSoft Enterprise CRM 8.9 Call Center Applications PeopleBook, Setting Up PeopleSoft Customer Relationship Management Security and User Preferences.

The 360-Degree View Toolbar

The 360-Degree View toolbar contains several buttons that assist the customer service representative in using the 360-Degree View.

PeopleSoft Customer Relationship Management (PeopleSoft CRM) provides these predefined 360-Degree View toolbar buttons:

	Click the Reload button to refresh the information that appears on the 360-Degree View tree.
	Click the New Search button to finish the interaction with the current customer and return to the Search page. Depending on the option that was selected for Callback Interaction when the tree was originally set up, the interaction status is either identified as Completed or left open for further activity with the customer.
	Click the Notify button to send a notification. See Sending Manual Notifications. Note. This button does not appear for the Company role.
	Click the Send button to send a correspondence. See Sending Correspondence. Note. This button does not appear for the Company role.
	Click to add the selected contacts to the My Contacts list.
Return	Click to transfer back to the page from which you accessed the 360-Degree View. This button appears only if you transfer to the 360-Degree view from another PeopleSoft page.
Personalize	Click the Personalize link to personalize the toolbar buttons.

See Also

Configuring Toolbars

Accessing the 360-Degree View

This section discusses how to search for customers in the 360-degree view.

Note. Only the Customer 360-degree view search page is discussed in detail. The search pages that are used to access other 360-degree views are similar in usage.

Page Used to Access the 360-Degree View

Page Name	Object Name	Navigation	Usage
Search For Customer	RB_TD_AGT_SRCH_GBL	Customer 360-Degree View, Search for Customer	Search for a customer whose information you want to view.
Search for Partner	RB_TD_AGT_SRCH_PRT	Partner 360-Degree View, Search for Partner	Search for a partner whose information you want to view.
Search for Worker	RC_HD360_SRH	Worker 360-Degree View, Search for Worker	Search for a worker whose information you want to view.
Search for Worker	RC_HRHD360_SRH	HRHD Worker 360-Degree View, Search for Worker	Search for a worker whose human resources information you want to view.

Searching for Business Objects in the 360-Degree View

Access the search page for a customer, partner, or worker.

Note. The Search for Customer page is shown for illustration purposes. The other search pages are similar in usage.

You can enter search criteria in any or all of the search fields. The system searches for business objects that match the criteria you enter.

Note. This search uses the customer identification framework.

See Customer Identification.

Search Results

If more than one match for the search criteria that you enter is found, then all business objects that match the search criteria appear in the Search Results page region. If only one record matches the search criteria, then the 360-Degree View page for that object appears.

For business objects that are contacts of either customers or partners, one row appears in the Search Results page region for each customer or partner that the individual represents. The Name column that appears in the row for an individual identifies the company that the individual represents, and the Consumer column identifies the consumer that the individual represents. If both the Name and Consumer columns in a row are blank, then the individual listed in the row is a consumer.

Create New

Select a role to create from the list of available roles.

The system determines the available roles from the search criteria that you entered. For example, suppose that you enter a value in the Organization field, the available role is Company, but if you enter a value in either the First Name or Last Name field, the available roles are the roles that are associated with the Individual business object type: Company with Contact, Consumer, or Consumer with Contact.

To use this functionality, you must have previously set up Quick Create for that object. Once you create the new business object, the system transfers you to the 360-Degree View automatically, using the newly created business object.

Searching for Business Objects

Managing Overall Activity for a Business Object

This section discusses how to manage overall information for a business object.

See Also

Working with the Relationship Viewer

Working with Tasks

Pages Used to Manage Overall Activity for a Business Object

Page Name	Object Name	Navigation	Usage
360-Degree View	RB_TD_AGENT_VIEW	Customer 360-Degree View, Search for Customer. Select an existing customer. Partner 360-Degree View, Search for Partner. Select an existing partner. Worker 360-Degree View, Search for Worker. Select an existing worker. HRHD Worker 360-Degree View, Search for Worker. Select an existing worker.	Manage overall activity for the business object.
360-Degree View - Relationship Viewer	RB_TD_REL_VIEWER	Access the 360-Degree View page. Select the Relationship Viewer tab.	View the relationships for with the business object whose information appears on the 360-Degree View page.
360-Degree View - Task	RB_TD_TASK_LIST	Access the 360-Degree View page. Select the Task tab.	Maintain the tasks that are associated with the business object whose information appears on the 360-Degree View page.

Managing Overall Activity for a Business Object

Access the 360-Degree View page.

Role

Select a role that is listed for the business object, or customer is a contact, the profile changes to reflect data that is relevant to that role.

Go To

Select the transaction that you want to perform from the 360-Degree View. Delivered values are Case, Defect, Lead, Installed Product, Product Registration, Sales Opportunity, Sales Order/Quote, Service Order, Agreement, and RMA (Return Material Authorization) for the core transactions.

Activities

This region contains the 360-Degree View Tree, which displays all activities and interactions with the customer.

Activities are grouped by transaction type. Expand the folder or icon next to a transaction type to view activities for that transaction type.

Depending the way the system is configured, you can add transactions or search for transactions of a particular type. Click a detail link to access transaction detail or click the activity summary to view a grid that lists summary information about the transactions.

Date Filter

Select the date filter for the activities that you want to view. Values are 1 - Today, 2 - Yesterday, 3 - Last Week, 4 - Last 2 Weeks, 5 - Last Month, 6 - Last Year, and 7 - View All.

If you select 6 - Last Year and the tree header has a maximum date filter of 5 - Last Month, the system stops the user from viewing records that are older than the maximum date filter criteria.

If you select 7 - View All and you don't enter maximum date filter criteria in the tree header, all of the records appear.

When the 360-Degree View page initially appears, the date range that you specify in the profile of the user who is currently accessing the system appears by default. If the user's profile is not available, the activities for the date range that you specify in the tree appear. When defining the tree, you specify the date filter and maximum date filter to use when displaying this page.

See Setting Up the 360-Degree View Tree.

From and Through

Enter the date range for the information that you want to see on the 360-Degree View. After you enter the date range, click the Go button.

Note. The From and Through fields appear on this page only after you enable data filtering on the 360-Degree View - Personalize page.

Activities Detail

A dynamic grid that lists key information from the most recent transactions for the activity type that you click in the 360-Degree view tree appears in this page region.

The label for this grid changes depending on the type of information you view. For example, when you click Agreements in the 360-Degree view tree, the dynamic grid that appears is labeled Agreements-View All and shows important information from agreement records. You can configure the number of transactions and the columns that appear in this grid.

See Defining Dynamic Grids.

Log Interaction

The fields in the Log Interaction page region are used to capture the details of an interaction.

Every time that you record a subinteraction on this page, the system groups the subinteractions into one related interaction. You can perform multiple subinteractions for a customer at one time before you leave this page. The subinteractions that you created previously appear in the Related Activities group box.

See interactions chapter

Contact Method	Select the contact method for the interaction. Delivered values include Inbound Chat, Inbound Email, Inbound Fax, Inbound Phone, Inbound Web, Outbound Email, Outbound Fax, and Outbound Phone.
Interaction Status	Select the interaction status. Delivered values include Busy, Callback, Child Answered, Completed, Do Not Call Again, In Progress, and No Answer.
Callback Date and Time	Enter a date and time for callback.
Add Note	Enter a note to add to the interaction. The note is saved in the 360-Degree View Tree as a subinteraction.
Email Note	Click to send the note to the customer.

See Also

Defining Person Business Objects

Personalizing Date Filters

Access the Personalize page.

Enable Filtering on Date Range

Select to enable you to enter a date range in From and Through fields when you return to the 360-Degree View. This date range filters the transactions that appear on the 360-Degree View.

Viewing Customer Relationships

Access the 360-Degree View - Relationship Viewer page.

See Working with the Relationship Viewer.

Maintaining Customer Tasks

Access the 360-Degree View - Tasks page.

See Working with Tasks.

Role	Select a role that is listed for the business object, or customer is a contact, the profile changes to reflect data that is relevant to that role.
Go To	Select the transaction that you want to perform from the 360-Degree View. Delivered values are Case, Defect, Lead, Installed Product, Product Registration, Sales Opportunity, Sales Order/Quote, Service Order, Agreement, and RMA (Return Material Authorization) for the core transactions.