Working with Customer Self-Service Transactions

This chapter provides an overview of customer self-service and discusses how to:

Sign in to PeopleSoft Customer Relationship Management (PeopleSoft CRM) self-service.
Register as a personal or business user.
Select the customers that business users represent.
Maintain name and sign-in information.
Maintain contact information.
Maintain contact address books.
Maintain consumer contact and address information.
Maintain consumer address books.
View internal contacts.
Send Contact Us messages.
Register products.

Note. You can access several of the pages that are discussed in this chapter from the pagelets in PeopleSoft CRM Portal Pack.

See Also

Working with CRM Self-Service Pagelets

Understanding Customer Self-Service

Self-service transactions enable customers to access information and transact business online. PeopleSoft CRM provides transactions for self-service users to:

Register and sign in.
Maintain their user profile—information about themselves and their relationship with you.
Send messages to you or to chat live online with a customer service representative (CSR).
Register products.
Perform application-specific functions such as ordering products and submitting support cases.

This chapter describes how users register, sign in, maintain their profiles, contact you, and register products. It also discusses the differences between self-service for consumers (personal users) and for contacts (business users). Application-specific transactions are described in the corresponding application PeopleBooks.

Working with Self-Service Application Transactions

Signing In to PeopleSoft CRM Self-Service

This section discusses how to sign in to PeopleSoft CRM self-service.

Pages Used to Sign In to PeopleSoft CRM Self-Service

Page Name	Object Name	Navigation	Usage
Sign In	RX_LOGIN	Sign In, Sign In	Sign in to PeopleSoft CRM self-service.
Forgot Password	RX_EMAIL_PSWD	Click the Password Hint button on the Sign In page.	Request a password hint.
Forgot Password - Email New Password	RX_EMAIL_PSWD2	Click the Continue button on the Forgot Password page.	Answer a password hint question to complete the request for a new password.
Confirmation	RX_EMAIL_PSWD_CNFR	Click the Email New Password button on the Forgot Password - Email New Password page.	Confirm that passwords are reset and mailed.

Signing In to PeopleSoft CRM Self-Service

Access the Sign In page.

Returning Users

Enter the User ID and Password and click the Sign In button.

If you are already set up as a customer in the CRM system but do not have a self service sign-in, click the Create Sign In link to authenticate yourself as an existing user and create a new self service user ID and password.

New Users

You can register as a personal or business user.

Either personal or business user registration causes the system to create a user ID that is associated with the new consumer or contact record, which the visitor can use to sign in on subsequent visits. The user ID is cloned from the guest ID that was active when the user registered. Menu navigation options, and in some cases, page appearances depend on the user's role or roles.

Personal User Registration	Click this link to establish a personal user ID. When a site visitor registers as a personal user, the system creates a consumer record for that user.
Business User Registration	Click this link to establish an ID as a contact for a company that is already set up in PeopleSoft CRM. When a site visitor registers as a business user, the system creates a contact record that is associated with the customer that the visitor specifies. Visitors must provide customer codes and keys that their site administrators give them for authentication purposes.

Website

When users first access the site, they are automatically logged in using the guest ID that you identify in the configuration properties file. As long as that ID has the appropriate permissions, users can use the site with limited access. Then, users can sign in with their own user IDs and passwords to further identify themselves and acquire additional access. For example, users who accesses the site as guests can access the product catalog but cannot view order statuses. Once the users sign in, they can access both the product catalog and order statuses. Even after users sign in with their own user IDs, the guest ID controls certain site characteristics such as the site language.

Select a site

Select a value to switch to a different ID. Depending on how you define guest IDs, the IDs may control the site language, the business unit whose data appears, or other site characteristics. You can change the delivered field label to more accurately reflect the guest ID options that you establish (for example, the Select a Location field with United States, European Market, and Asia values. If you have only one site, you can hide this section from the user).

Setting Up Customer Self-Service

The installation guides on the PeopleSoft Customer Connection website.

Requesting New Passwords

Access the Forgot Password page.

To request a new password, enter your user ID and click Continue.

Completing Requests for New Passwords

Access the Forgot Password - Email New Password page.

You must correctly answer a personalized password hint question before the system creates and sends a new password.

Email Address

Your primary address, which is the address to which the system sends the new password, appears here.

Email New Password

Click after entering an answer to complete the request.

After you click this button, a confirmation page appears.

Registering As Personal or Business Users

This section discusses how to register as either a personal or business self-service user.

Pages Used to Register As Personal or Business Users

Page Name	Object Name	Navigation	Usage
Sign In	RX_LOGIN	Sign In, Sign In	Sign in to PeopleSoft CRM self-service.
Registration	RX_REGISTER	Click the Personal User Registration link on the Sign In page.	Register as a personal user.
Register as a business user	RX_REGISTER_REPCHK	Click the Business User Registration link on the Sign In page.	Identify the company for a business user.
Register as a business user for <company>	RX_REGISTER_REP	Click the Continue button on the Business User Registration page.	Register as a business user.
Customer Registration	RX_REGISTER_CSTCHK	Click the Create Signin link on the Sign In page.	Register as an existing customer.
Customer Registration	RX_REGISTER_CST	Click the Continue button on the Customer Registration page.	Enter user ID and password information to complete the process of registering as an existing customer.
Partner Registration	RX_REGISTERPARTNER	Partner Registration	Register a partner company
Registration Confirmation	RX_REGISTER_CNFRM	Click the Submit Registration button on the Registration page or the Register as a business user for <Your Company> page.	Review registration information.

Registering As a Personal User

Access the Personal User Registration page.

When you click the Submit Registration button, the system creates a new user ID and a new consumer record.

If a terms of service and privacy policy are set up for the self-service site, additional text containing links to these policies appears on this page. Be sure to read the terms of service and privacy policy before submitting the registration. By submitting the form, you are legally consenting to the terms in these documents.

Identifying Companies for Business User Registration

Access the Business User Registration page.

Set up keys on the Business User Registration Setup page. You give customers their company codes and keys, and they share the information with users whom they want to register under their company codes.

When a user registers, the new contact record is associated with the company that you specify on this page.

Note. When you set up a key, you can limit the number of times that it is used.

See Also

Registering Business Users

Registering As a Business User

Access the Register as a business user for <company> page. This page is similar in usage to the page for registering as a personal user.

See Registering As a Personal User.

Registering as an Existing Customer

Access the Customer Registration page.

If you already exist in the PeopleSoft CRM system as a customer or contact, you can register as a self-service user. You must enter information that identifies you to the PeopleSoft CRM system before you can complete the self-service registration process.

The fields that are available for entry on this page depend on how the user registration for existing customers is set up.

Continue

Click this button to access a page where you enter sign in information, including user ID and password.

Reviewing Registration Information

Access the Registration Confirmation page.

One of two buttons appears here, depending on what you were doing before you registered. Click Continue Shopping to access the product catalog. Click Checkout to go directly to the checkout page.

Selecting the Customers That Business Users Represent

This section discusses how to select customers.

Page Used to Select the Customers That Business Users Represent

Page Name	Object Name	Navigation	Usage
Customer Selection	CUST_SELECT	Customer Section, Customer Selection	Select customers for the current session. This page is available for users that are set up as brokers who buy for multiple companies.

Selecting Customers for the Current Session

Access the Customer Selection page.

Select a customer from the Customer List.

Maintaining Name and Sign-In Information

This section discusses how to:

Review name and sign-in information.
Change names.
Change passwords.
Change password hints.

Note. This process is the same for consumers and contacts.

Pages Used to Maintain Name and Sign-In Information

Page Name	Object Name	Navigation	Usage
Manage Profile - Change Profile Info	RX_NAME_SIGNIN	Manage Profile, Change Profile Info	Review and edit name, password information, and privacy preferences.
Manage Profile - Change Name	RX_NAME_CHNG	Click the Change Name button on the Manage Profile - Change Profile Info page.	Update name information.
Manage Profile - Change Password	RX_PSWD_CHNG	Click the Change Password button on the Manage Profile - Change Profile Info page.	Enter passwords.
Profile - Change Password Hint	RX_HINT_CHNG	Click the Change Password Hint button on the Manage Profile - Change Profile Info page.	Enter password hints.
Manage Profile - Change Privacy Preference	RX_PREF_CHNG	Click the Change Preferences button on the Manage Profile - Change Profile Info page.	Select privacy options for screening communications.

Reviewing Name and Sign-In Information

Access the Manage Profile - Change Profile Info page.

Maintaining Contact Information

This section discusses how to maintain contact information.

Pages Used to Maintain Contact Information

Page Name	Object Name	Navigation	Usage
Manage Profile - Default Addresses	RX_PROFILE_DFLTS	Manage Profile, Default Addresses	Manage default mailing, shipping, and billing address information.
Manage Profile - Contact Information	RX_ADR_MY_INFO	Click the Change Contact Information button on the Manage Profile - Default Addresses page.	Update primary contact information.
Address Book - Create New Address Address Book - Update Address	RX_ADR_CUST_ADDR	Click the Edit link for an existing address or the Add New Address button on the Profile - Contact Information page.	Create or update addresses that are associated with the user.
Delete Confirmation	RX_ADR_DEL_CONFIRM	Click the Delete link for any non-primary address, phone number, or email address on the Profile - Contact Information page.	Confirm the deletion of the address, phone number, or email address.

Accessing Default Address Information

Access the Manage Profile - Default Addresses page.

Updating Primary Contact Information

Access the Manage Profile - Contact Information page.

The Add New Address button transfers you to a page where you can add address information. The Add New Phone and Add New Email buttons add a new row to the Phone or Email grid for you to enter the new information. The user can edit their current phone numbers and email addresses directly on this page.

Maintaining Contact Address Books

This section discusses how to:

Review customer addresses.
Review customer contacts.
Review customer primary information.
Create customers or contact addresses.
Create customer contacts.
Select existing contacts.
Select existing addresses.
Maintain name, role information, and relationship address for customer contacts.
Update customer or contact addresses.

Pages Used to Maintain Contact Address Books

Page Name	Object Name	Navigation	Usage
Address Book: View Addresses	RX_ADR_CUST_INFO	Manage Profile, Address Book Click the View Addresses link on the Address Book (View Contacts) page or the Address Book - Customer's Primary Information page.	Review addresses that are associated with the customer.
Address Book: View Contacts	RX_ADR_CUST_CNTCT	Click the View Contacts link on the Address Book (View Addresses) page or the Address Book - Customer's Primary Information page.	Review contacts that are associated with the customer.
Address Book: Customer's Primary Information	RX_ADR_CUST_DFLTS	Click the View Customer's Primary Information link on the Address Book (View Addresses) or Address Book (View Contacts) page.	Review default contacts and addresses that are used for specific purposes.
Address Book - Create New Address	RX_ADR_REP_ADDR	Click the Add New Address button on the Address Book - Contact Information page.	Add a new address for a contact.
Address Book - Create New Contact	RX_ADR_NEW_REP	Click the Add New Contact button on the Address Book (View Addresses) page or the Address Book (View Contacts) page.	Create new contacts or new addresses for the customer.
Address Book - Select Contact	RX_ADR_USE_CNTCT	Click a Replace link on the Address Book - Customer's Primary Information page. Click the Copy Existing Contact link on the Address Book - Create New Contact page.	Select new primary contacts for the roles that appear on the Address Book - Customer's Primary Information page and to copy the contacts into new address book entries.
Address Book - new address - Select Address	RX_ADR_SEL_CUST_DF	Click a Replace link on the Address Book - Customer's Primary Information page. Click the Copy Existing Address link on the Address Book - Create New Contact page.	Select new primary addresses for the address roles that appear on the Address Book - Customer's Primary Information page and copy the addresses into new address book entries.
Address Book - Contact Information	RX_ADR_REP_INFO	Click an Edit link on the Address Book - Customer's Primary Information page. Click the Edit link on the Address Book (View Contacts) page.	Edit an existing contact's information.
Address Book - Create New Address	RX_ADR_CUST_ADDR, RX_ADR_NEW_ADDR, RX_ADR_NEW_REP	Click the Add New Address button on the Address Book (View Addresses) page. Click the Add New Address link on the Address Book - new address - Select Address page.	Add a new address for a customer. You do not need to associate the address with a specific contact.
Address Book - Update Address	RX_ADR_CUST_ADDR, RX_ADR_REP_ADDR	Click an Edit link on the Address Book - Customer's Primary Information page. Click the Edit link on the Address Book (View Addresses) page. Click an Edit link on the Address Book - Contact Information page for any contact who is associated with one or multiple addresses.	Modify existing addresses.
Delete Confirmation	RX_ADR_DEL_CONFIRM	Click the Delete link on the Address Book (View Addresses) page or on the Address Book (View Contacts) page.	Confirm that you want to delete an address or contact. A deleted address is removed from the contact's address book but remains in the system with an end date that is equal to the date on which it was deleted.

Reviewing Customer Addresses

Access the Address Book: View Addresses page.

Addresses that are associated with the customer appear on this page. If the address is associated with a specific site, the site name appears as well.

Address Filter	Select Show all addresses, Show billing addresses, Show install-to site addresses, Show shipping addresses, or Show sold-to addresses.
Billing, Shipping, and Sold To	Primary appears in the appropriate column for the primary billing, shipping, and sold-to addresses. Yes appears in the appropriate column for additional addresses. To change a company's primary addresses, access the Address Book - Customer's Primary Information page.

Deleting Addresses

When you click the Delete link for an address, the Delete Confirmation page appears.

If the address is associated with a contact, you can select whether to delete the address for all contacts who use this address or only for the current contact.

If you delete the address for all contacts but the address is a default bill to, ship to, or sell-to address, the system does not delete the address. Instead, the system removes any associations that contacts have to this address.

Reviewing Customer Contacts

Access the Address Book: View Contacts page.

Contacts who are associated with the customer appear on this page.

Billing, Shipping, and Sold To

Primary appears in the appropriate column for the primary billing, shipping, and sold-to contacts. Yes appears in the appropriate column for additional contacts. To change a customer's primary contacts, access the Address Book - Customer's Primary Information page.

Reviewing Customer Primary Information

Access the Address Book: Customer's Primary Information page.

The customer's overall primary contact and address and primary billing, shipping, and sold-to contacts and addresses appear on this page. You can modify the contacts and addresses or select a new primary contact and address.

Creating Contact Addresses

Access the Address Book: Create New Address page.

This page is similar to the Create New Address page

Enter the new address information. If the address is a billing, shipping, or sold-to address, select the appropriate address role check box.

Note. The Address Roles appear only for users who are contacts of companies, not for end consumers.

Creating Customer Contacts

Access the Address Book: Create New Address page.

This page is similar in use to page that is used to create new contact addresses, except that it contains additional lines for you to enter contact information.

Contact Information

If the new contact is a billing, shipping, or sold-to contact, select the appropriate contact role check box.

Selecting Existing Contacts

Access the Address Book: Select Contact page.

Selecting Existing Addresses

Access the Address Book - new address: Select Address page.

Maintaining Name, Role Information, and Relationship Address for Customer Contacts

Access the Address Book - Contact Information page.

If the contact is a billing, shipping, or sold-to contact, select the appropriate contact role check box.

Click Edit or Delete to maintain address for the contact-to-customer relationship. Click the Add New Address button to enter a new address for this relationship.

Updating Customer or Contact Addresses

Access the Address Book - Update Address page.

This page is almost identical to the Address Book - Create New Address page. Unless you are a contact of a customer, the Address Roles are not visible.

Maintaining Consumer Contact and Address Information

This section lists the pages that consumers use to maintain their contact and address information.

Note. These pages are similar in appearance and usage to the pages that are used to maintain address information for Contacts.

See Maintaining Contact Information.

Pages Used to Maintain Consumer Contact and Address Information

Page Name	Object Name	Navigation	Usage
Manage Profile	RX_PROFILE	Manage Profile, Change Profile Info	Review and edit name, password, and privacy preferences.
Manage Profile - Default Addresses	RX_PROFILE_DFLTS	Manage Profile, Default Addresses	View and initiate update of the consumer's default contact information, shipping address, and billing address information.
Manage Profile - Contact Information	RX_ADR_MY_INFO	Click the Change Contact Information button on the Manage Profile - Default Addresses page.	Change the consumer's address, phone number, and email address information.
Address Book - Customer's Primary Information	RX_ADR_CUST_DFLTS	Click the Change Default Shipping or Change Default Billing button on the Profile - Default Addresses page.	Review the consumer's primary address, primary billing address, and primary shipping address.
Address Book - new address - Select Address	RX_ADR_SEL_CUST_DF	Click a Replace link on the Address Book - Customer's Primary Information page.	Select a new address of any of the address roles that appear on the Address Book - Customer's Primary Information page.
Address Book - Create New Address Address Book - Update Address	RX_ADR_CUST_ADDR	Click an Edit link or the Add New Address button on the Profile - Contact Information page. Click an Edit link on the Profile - Customer's Primary Information page.	Create or update addresses.
Address Book - Delete Confirmation	RX_ADR_DEL_CONFIRM	Click a Delete link on the Profile - Contact Information page.	Delete selected address.

Maintaining Consumer Address Books

This section lists the pages that consumers use to maintain their address books.

Note. These pages are similar in appearance and usage to the pages that Contacts use to maintain their address books. Differences in usage are explained below

See Maintaining Contact Address Books.

Pages Used to Maintain Consumer Addresses Books

Page Name	Object Name	Navigation	Usage
Address Book	RX_ADR_CONSUMER	Click the Address Book link on the Profile page.	Review addresses that are associated with the consumer.
Address Book - Update Address	RX_ADR_CUST_ADDR	Click an Edit link on the Address Book page.	Modify addresses in the address book.
Address Book - Create New Address	RX_ADR_NEW_REP	Click the Add New Address button on the Address Book page.	Create addresses in the address book for the consumer.
Address Book - new address - Select Address	RX_ADR_SEL_CUST_DF	Click the Replace link on the Address Book - Customer's Primary Information page. Click the Copy Existing Address link on the Address Book - Create New Address page.	Select addresses to copy into new address book entries.
Address Book - Delete Confirmation	RX_ADR_DEL_CONFIRM	Click a Delete link on the Address Book page.	Confirm that you want to delete the address, and select whether to delete it for all users or the current user.

Viewing Consumer Addresses

Access the Address Book page.

If the address is associated with a contact, the contact's name appears in the name columns. If the address is associated only with a consumer, the consumer's name appears in the name columns.

Deleting Consumer Addresses

Access the Address Book - Delete Confirmation page.

When you delete a consumer address that is not associated with a contact, only the Yes - Delete and No - Do Not Delete buttons appear on this page.

If the address is associated with a contact, you can select whether to delete the address for all contacts who use this address or only for the current contact.

Viewing Internal Contacts

This section discusses how to view internal contacts.

Page Used to View Internal Contacts

Page Name	Object Name	Navigation	Usage
Contact Directory	WC_CONTACT_DIR	Customer Care, Internal Contacts	View the names and contact information of people in an organization who are available for customers to contact for assistance.

Sending Contact Us Messages

This section discusses how to send Contact Us messages.

Page Used to Send Contact Us Messages

Page Name	Object Name	Navigation	Usage
Contact Us	WC_CONTACT_US	Contact Us	Self-service users can send messages to your organization.

Sending Contact Us Messages

Access the Contact Us page.

Each subject-topic combination is associated with a workflow action that you specify. The workflow action sends a notification that alerts the recipient to the newly submitted message.

If you use the 360-Degree View feature, the system creates an interaction when the user sends the message. In this situation, the notification normally includes a link to the new interaction.

If the user requests a confirmation email, the system sends a message based on the Contact Confirmation email template. You cannot choose a different template for the confirmation email. You can, however, modify the text of the template.

Live Chat with Agent

Expand this page region and click the Get Auto-answer button to initiate a two way chat session with a support agent.

See Also

Setting Up Customer Self-Service

Setting Up PeopleSoft CRM Workflow

Working with CRM Self-Service Pagelets

Registering Products

This section discusses how to:

Register products.
Enter product registration information.

Pages Used to Register Products

Page Name	Object Name	Navigation	Usage
Product Registration	RF_PROD_REG_SRCH	Product Registration	Register new or existing products.
Product Registration - Product Registration Details	RF_PROD_REG_DET	Click a product link in the Your Existing Products group box or the New Product group box (after locating the product from product catalogs) on the Product Registration page.	Enter product registration information.

See Also

Setting Up Product Registration

Registering Products

Access the Product Registration page.

The Product Catalog group box lists the catalogs that you can use for product registration. Depending on how a catalog is set up, you can view a simple list of products, a list of product categories, or both. Regardless of whether you need to browse through different levels to find a product, click a product link to access the Product Registration - Product Registration Details page and submit the product registration.

Note. In addition to registering products in PeopleSoft CRM self-service, users can also contact CSRs, who can register products for customers through the 360-Degree View.

See Also

Using the 360-Degree View

Entering Product Registration Information

Access the Product Registration Details page.

The Registration group box displays the name of the product that you selected from the catalog, as well as the installed product fields that you selected during setup to appear for product registration purposes. Administrators can define the fields that appear on this page by using the Product Registration Setup page. Modify these fields for a specific product on the Installed Product page in the Product Definition component. Also, when defining these fields, you can specify whether a user can modify the field value on existing installed products.

In this example, self-service users can enter the serial ID, purchase date, site, location details, and comments for the registration. When the product registration is submitted successfully, a record of it with the date of registration appears in the Your Existing Product group box. The system updates the associated installed product with the information that the user entered during product registration. If it is a new product, the system creates an installed product with a status of Installed.

Submit	Click to submit and save the product registration. The system automatically populates the registered date with the current system date when you submit the registration.
Cancel and Return	Click to return to the Product Registration page.