Working with Contacts

This chapter provides an overview of contact management in PeopleSoft Customer Relationship Management (PeopleSoft CRM) and discusses how to:

Manage contacts.
Maintain contact groups.
Work with call reports.

Understanding Contact Management

Contact management enables salespeople (or relationship managers) to manage contacts, tasks, and calendars across all of their accounts by using an easy and intuitive user interface. Relationship managers can:

Add system contacts to their list.
Create and manage contact groups.
Send an email message to selected contacts.
Create tasks, schedules, and call reports for selected contacts.

This feature focuses on shared contacts. The contacts entered and viewed are enterprise contacts and do not include a user’s personal contacts or contacts that are private in any manner. This means that all users can access the contacts and can add the same contacts to their list.

To add private data for a contact that is visible only to you, use the user-defined fields on the Person component.

See Defining Person Business Objects.

Contact management is widely used in industries that support business-to-business (B-to-B), high net worth business-to-consumer, and team selling environments, such as financial services and insurance.

Call Reports

Sales call reports document a contact event such as a meeting, demonstration, or phone call. They are always produced after the event and are follow-up memos documenting the attendees and what took place during the event.

Contact Management Toolbar

PeopleSoft CRM provides a toolbar that is on every contact management page. This toolbar enables you to transfer between contact management pages and perform commonly used actions for your contact list. You can also access your accounts, tasks, and calendars by using the toolbar.

Managing Contacts

This section lists the pages used to manage contacts and discusses how to:

Access contacts.
Add existing contacts to the My Contacts list.
Add contacts to the system.

Pages Used to Manage Contacts

Page Name	Object Name	Navigation	Usage
My Contacts	RD_CONTACTS	My Contacts	Access contacts to perform various actions for the contacts.
Send Notification	RD_EMAIL_CNTCT	Select Email in the Action field on the My Contacts page.	Send an email to one or more contacts.
My Contacts - Search Contacts	RD_IMPORT_CONTACTS	Click the Search Contacts button on the My Contacts toolbar.	Search for contacts that are already defined in the system and select one or more to add to the My Contacts list.
Remove Contacts	RD_REMOVE_CNTCT	Select one or more listed contacts. Click the Remove Contacts button on the My Contacts toolbar. Select Remove Contact(s) from the Action drop down list and click the Go button.	Remove one or more contacts from the My Contacts and all contact groups to which the contact belongs.
Person	RD_PRIMARY	Click the Add Contactbutton on the My Contacts page.	Add a contact to the system.
View Groups	RD_VIEW_GRP	Click the Group Management button on the contact management toolbar.	View the groups where this contact is a member.

Accessing Contacts

Access the My Contacts page.

Use the letters that appear below the View Contacts field as an index to select the starting letter of the contact names to view. You can modify the way the index appears: for example, you might define the index letters as A-C, D-F, and so forth.

See Defining Alpha Indexes.

View Contacts	Select a contact group to view.
Advanced Filter	Click this link to enter additional criteria by which you can filter the contact list.
Select	Select one or more contacts for which to perform a specified action.
Check All / Clear All	Select to select all listed contacts or to clear all selected contacts. Note. This option selects or clears only the contacts on the page that currently appears.
Action	Select the action to perform for the selected contacts. For example, if you select Email Contact(s), then an email page that is pre-addressed to all of the selected contacts appears. Actions are: Add Call Report for Contact(s) Add Contact(s) to Group Add Task for Contact(s) Email Contact(s) Remove Contact(s)

Security Considerations

The system provides safeguards against users viewing contact information for which they are not authorized:

For users that do not have access to all companies that are defined in the system, the company column is blank.
For users that do not have access to worker information, the worker home phone and worker home address columns are blank, even if they are visible to other users.

Entering Additional Filtering Criteria

Click the Advanced Filter link.

Enter one or more search criteria to filter the results by the criteria entered.

Note. Unless the signed-on user has access to all companies, they aren't able to search for a contact based on the company criteria.

Show in Results

Select one or more roles to display only contacts for which you have the selected role(s). For example, select View as Account Owner to show only the contacts for customers where you are the account owner.

Modifying Columns that Appear on the Contacts List

To modify the columns that appear on the Contacts list, click the Customize link.

The columns that appear on the My Contacts list are shown in the Column Order list box. You can select a column and rearrange its order, hide it, or use it as a sort column.

Some predefined columns (Home Address, Address, State, Postal, Employer, Cell phone, and Home Phone) are not included in the column order and sort order that appear on this page. To set up the contact list so that you can view those columns, click the Personalize Filter link on the Advanced Filter page.

Personalizing the Search Filter

Click the Personalize Filter link on the Advanced Filter page.

Adding Existing Contacts to the Contacts List

Access the My Contacts - Search Contacts page.

This page initially appears with only the search fields visible. The results of the search appear in the contacts list. You can select one or more contacts to add to the My Contacts list.

Adding Contacts to the Contact List from Other Components

You can also add contacts to the contact list from the contact list from these components: 360 Degree View, Person, Company, and Site.

To automatically insert contacts to the contact list, specify Yes in the Auto Insert to My Contacts field that is available on the Sales page of the User Preferences component. If this flag is set for a user, a system contact that is added to the contacts for a customer of the user on the Company, Site, Person, Lead, or Opportunity components is automatically added to the My Contacts page for the user.

Adding Contacts to the System

Access the Person page.

When you access the Person page from the contact management toolbar, any contact that you add to the system is automatically added to your contact list.

Maintaining Contact Groups

This section lists the pages used to manage contact groups and discusses how to:

Update contact groups.
Add contacts to a contact group.
Maintain group membership.
Search for contacts.

Pages Used to Maintain Contact Groups

Page Name	Object Name	Navigation	Usage
Group Management	RD_GROUP_MGT	My Contacts Click the Group Management toolbar button.	Manage contact groups.
Group Selections	RD_CNTCT_GRP	My Contacts Select Add Contacts to Group in the Action field.	Add or remove contacts of a contact group.
Group Information	RD_GROUP_MGT	Click the name of an existing group on the Group Management page. Click the Add Group button on the Group Management page.	Maintain groups and group membership.
Search Contacts	RD_SRCH_CNTCT_SEC	Enter criteria in the First Name or Last Name fields on the Group Information page and click the Select button.	Search for contacts to add to a contact group. The search from this page is limited to the contacts that are on your contact list.

Managing Contact Groups

Access the Group Management page.

Group Name

Click a listed group to open the Group Information page for the group.

Add a Group

Click this button to

Adding or Removing Contacts of a Contact Group

Access the Group Selections page.

Select

Click this button to access the Group Information page where you can add or remove contacts of the group.

Maintaining Groups and Group Membership

Access the Group Information page.

Searching for Contacts

Access the Search Contacts page.

This page searches your existing contacts for contacts to add to a contact group. For a contact to appear on this list, you must add the contact to the Contacts list on the My Contacts page.

First Name and Last Name	Enter the first and last name for which to search. If you enter a partial string, the system searches for all contacts whose first or last name begins with the character(s) that you enter.
Add Selected to Group	Click this button to add the selected contacts to the contact group.

Working with Call Reports

This section discusses how to:

View call report lists.
Add call reports.

Pages Used to Work with Call Reports

Page Name	Object Name	Navigation	Usage
Call Reports	RD_CALL_REPORT	Select one or more contacts on the My Contacts page. Click the Add Call Report toolbar button. Select Add Call Report for Contact(s) in the Action field.	Add a call report.
Call Reports	RD_CALLRPT_LST_TXN	Customers CRM, Search Company, Company Select the Call Reports tab. Partners CRM, Search Partner Company, Partner Company Select the Call Reports tab.	View a list of call reports for a company or partner company.
Call Reports	RD_PRSN_CALL_RPTS	Customers CRM, Search Person, Person Select the Call Reports tab.	Add a call report or view a list of call reports for a consumer or contact.

Adding Call Reports

Access the Call Report page.

General Information

Enter information that describes the event.

Notes Summary

Enter notes and attachments that relate to the event.

See Working with Notes and Attachments.

Contacts

View the list of contacts that attended the event and add contacts.

Email Call Report

Select one or more contacts and click this button to email the call report to the selected contacts.

Note. You must save a call report before you can email it.

Follow Up Tasks

View the list of tasks associated with the event. When you create a follow up task for a call report, its contacts are assigned as the contacts for the task by default.

See Working with Tasks.

Viewing Call Report Lists

Access the Call Reports page.

Select a call report to view details. You can also add a call report from this page.

Group Name	Click a listed group to open the Group Information page for the group.
Add a Group	Click this button to