Understanding PeopleSoft Infosync Client

This chapter discusses:

PeopleSoft Infosync Client.
Data synchronization concepts.

PeopleSoft Infosync Client

PeopleSoft CRM integrates with PIM (Personal Information Manager) clients (for example, Microsoft Outlook) to provide data synchronization capabilities for end users, such as field service engineers and sales representatives, to manage contacts, calendar items, and tasks more effectively. When end users are connected to the company network, they can synchronize data between PeopleSoft CRM and their PIM clients with one click of a button.

Note. PeopleSoft Infosync Client synchronizes contacts between PeopleSoft CRM and the PIM client, which includes contacts, consumers, and workers. In PeopleSoft CRM, contacts, consumers, and workers are all instances of the person component. Whereas in the PIM client, they are all considered contacts in the address book. Consumers are contacts in the consumer category, and workers are contacts in the worker category. In this documentation, the term contacts refers to contacts, consumers, and workers as a whole unless stated otherwise.

PeopleSoft Infosync Client:

Provides data synchronization capabilities between PeopleSoft 8.9 CRM and Lotus Notes (version 5.x, or 6.0) or Microsoft Outlook (version 98, 2000, 2002).
Provides administrative control on the synchronization process.

Administrators set up PIM preference to specify details on how the supported PeopleSoft CRM objects are handled when they are synchronized to PeopleSoft CRM (for example, does it allow new contacts to be added or does it synchronize private tasks, and so on). Every PIM end user is associated with PIM preference. Typically, you define a number of PIM preference settings that cover all PIM end users in a company based on roles or job functions. But if the company calls for a more granular definition of PIM preference for PIM end users, you can configure PIM preference settings on an individual user basis.
Provides full control on data flow.

Administrators can manipulate the type of data that gets exchanged in the synchronization process. You can limit the amount of data that gets downloaded to PIM end users by defining dataset rules that determine the most relevant set of data that end users receive (based on the dataset roles to which end users belong) within the shortest possible synchronization time.
Provides predefined rules to resolve data conflicts that occur during synchronization.
Provides synchronization status and error logs.

Data Synchronization Concepts

This section discusses:

Supported objects.
Configuration settings and PIM preference.
Categories and filtering.
Conflict resolution.
Datasets.
Field mapping.

Supported Objects

PeopleSoft Infosync Client supports synchronization for these objects between PeopleSoft CRM and PIM clients:

Contacts.
Consumers.
Workers.
Tasks.
Calendar items.
Private.

Contacts, Consumers, and Workers

In PeopleSoft CRM, contact, consumer, and worker are instances of the person component and are referred to as roles. A person can have multiple roles; he or she can be a contact, a consumer, and a worker simultaneously. In the PIM client, consumers and workers are the same as contacts and they are stored in the address book. Category is used to distinguish which role the person has in a contact record. By default, contact records with a consumer role are in the consumer category; those with a worker role are in the worker category, and those with a contact role are in the contact category. You can modify the names of categories.

You can enable or disable consumer or worker synchronization. For each of the enabled objects, you can further select the operations that synchronization supports. Suppose that you enable consumer synchronization. You can later decide whether to allow actions, such as consumer creation, update, or deletion to be synchronized to PeopleSoft CRM if any of these occurs in the PIM client. For any unsuccessful synchronization of records that happens due to unauthorized operations, errors appear on screen immediately and are logged on the PIM Errors page.

Contacts (with the contact category) support multiple companies. End users can specify multiple companies in a contact record using a separator; when the record synchronizes, it establishes and maintains a one-to-many relationship between that contact and its companies. You can view the contact in the 360 Degree View in PeopleSoft CRM using the Contact Web Page URL field on the PIM Preference page. The contact must be associated with a company to locate the contact in the system.

Note. Consider defining Contact Web Page URLs a one-time implementation decision. If end users are currently using the Contact Web Page URL field, using this feature overwrites the existing values during synchronization.

PeopleSoft Infosync Client supports the synchronization of private contacts. There is a Private option in PeopleSoft that enables these contacts to be synchronized and that transfers the value of the Private option to the PIM client.

Tasks and Calendar Items

Tasks and calendar items are stored in the PIM client's to-do list and calendar, respectively. When they are synchronized to PeopleSoft CRM, they appear on the monthly or daily calendar of end users.

In PeopleSoft CRM, you can relate tasks to transactions (such as leads, opportunities, and service orders) or they can remain independent (not transaction-related). If a task that is created from a lead or opportunity is synchronized to the PIM client, the lead or opportunity name automatically appears on the subject line of the task in square brackets ([ and ]). PeopleSoft Infosync Client delivers dataset rules that determine the most relevant subset of data that is synchronized to the PIM client for end users. You can refine the data subset by adding more dataset rules to exclude insignificant data records from being synchronized for end users.

Note. If end users create a calendar item from the Task List in PeopleSoft CRM that spans multiple days, the synchronization process creates one corresponding record on the first day of the calendar item in the PIM client and sets the record's start date to equal its end date. If the calendar item is created from the PIM client, a warning message appears, stating that an appointment cannot span more than a day and that synchronization will ignore the appointment. PeopleSoft CRM currently supports the creation of recurring tasks or calendar items.

Private

PeopleSoft Infosync Client supports the synchronization of private contacts, tasks, and calendar items. There is a Private option in PeopleSoft that enables these objects to be synchronized; the value of this option transfers to the PIM client. When the Support Private feature is enabled, the synchronization process creates a record for every private calendar item on the monthly calendar. The record displays the duration of the private calendar item and has a subject line that indicates that it is a private record. Private tasks are handled similarly; the only difference is that no task duration appears on the private task records in PeopleSoft CRM.

Note. If you must reassign tasks that are transaction-related, do so directly from the transactions in PeopleSoft CRM.

Deletion of Objects

Each object handles the deletion of records differently. This table summarizes what happens to the copy of a record, which was previously deleted in the PIM client, in PeopleSoft CRM if the delete operation is enabled for the record's object:

Object	Result
Contact (delete contact operation is enabled)	Record is stored on the Deleted Objects page. You can reactivate it later for synchronization.
Task or calendar item (delete calendar and delete task operations are enabled)	Transaction-related: record status changes to the status that is defined for the deleted task or calendar item in PeopleSoft CRM.
	Independent: record is deleted if the delete independent task or calendar item feature is enabled. Otherwise, the record status changes to the status that is defined for the deleted task or calendar item in PeopleSoft CRM.

Configuration Settings and PIM Preference

PeopleSoft Infosync configuration settings, in conjunction PIM preference, identify end user synchronization profiles. When synchronization starts, PeopleSoft Infosync Client reads these values to determine what data gets exchanged and performs the update in both PeopleSoft CRM and the PIM client.

Configuration Settings

You define the configuration settings for each of these areas in PeopleSoft Infosync Client: address book, calendar, and to-do list. In the Advanced Settings window for each of these areas, you can view the field map, select a filter to exclude unnecessary data from synchronizing to PeopleSoft CRM, and select a conflict resolution rule to handle possible data conflicts during synchronization. PeopleSoft Infosync Client delivers predefined values for these settings; you can modify them to best suit your business needs.

PIM Preference

PIM preference specify details on how the supported PeopleSoft CRM objects are handled when they are synchronized to PeopleSoft CRM. PeopleSoft Infosync Client provides two sample PIM preferences, and they're highly configurable. You can modify them as needed or create new ones. Typically, you define multiple function-specific (for example, sales manager or field technician) PIM preferences to cover all end users across the enterprise. For end users with specific data synchronization requirements, you can customize PIM preference at the individual user level.

Category and Filtering

PeopleSoft Infosync Client uses categories in conjunction with filters to identify what records to pick from the PIM client and synchronize to PeopleSoft CRM. For every synchronization-enabled object, specify a category in PIM preference with which end users associate. End users must enter the correct category (case sensitive) for each record that they want synchronize to PeopleSoft CRM. To do so:

(Microsoft Outlook) Click the Categories button on the main page of the record, and select the category that is specified in PIM preference for the record's object.
(Lotus Notes) Select the Options page of the record, and in the Categorize drop-down list box, select the category that is specified in the PIM preference for the record's object.

For the address book, do so in the Categories drop-down list box on the Advanced page.

This table lists the system-delivered category values for each object:

Object	System Delivered Category
Contact	Contact
Worker	Worker
Consumer	Consumer
Task	PeopleSoft
Calendar	PeopleSoft

Categories are used with filters to determine what data is synchronized. For each of these objects, contacts (including contacts, consumers and workers), tasks, and calendar, set up a filter with one or multiple conditions. For filters with multiple conditions, specify the rule for combining conditions—whether or not all conditions must be met before a record can be transferred to the other system.

For example, if you want to support the synchronization of contacts, consumers, and workers in PeopleSoft CRM, specify conditions in the filter using the contains and oroperators like this:

Categories contains “Contact” OR

Categories contains “Consumer” OR

Categories contains “Worker”

PeopleSoft Infosync Client delivers preset filters for the address book, calendar, and to-do list:

Section	Filter
Address book	Categories (condition: category equals “PeopleSoft”).
Calendar	Exclude private data (condition: mark private is false). Categories. Categories and private (condition: category equals “PeopleSoft” and mark private is false).
To do	Exclude private data. Categories. Categories and private.

Suppose that an end user marks a task as private and groups it under the PeopleSoft category in the PIM client. If the filter for the ToDo section is set to Categories and Private in PeopleSoft Infosync Client, the private task is not synchronized to PeopleSoft CRM. This task, however, is synchronized if the filter is set to Categories.

Note. Consider defining categories and filters a one-time setup process. It's highly recommended that you don't make changes after implementation, as that may cause unexpected results.

There is sample setup that you can use as guidelines; you should add or modify rules as necessary to meet your business needs. By default, no filter is selected.

Warning! If you specify multiple rules in a filter, you can use either the AND or OR operator to illustrate the relationship of the conditions (by selecting the rule for combining conditions), but not both.

Enabling Private Support

To enable support for private tasks or calendar items, you:

Set the PrivateFlag Field parameter to 1 in the DCSSettings.cfg file for tasks or calendar items.
Make sure that the Private Flag field is mapped correctly.
Make sure that the filter being used doesn't exclude private data.

If you set to exclude private data, no time slots are reserved for private tasks or calendar items on the PeopleSoft CRM calendar, even when the Support Private feature is enabled because these records are not synchronized to PeopleSoft CRM.

Disabling Private Support

To disable support for private tasks or calendar items, you:

Set the PrivateFlag Field parameter to 0 in the DCSSettings.cfg file for tasks or calendar items.
Do not map the Private Flag field.

No extra steps are required for contacts because the concept of “private” is not supported for contacts.

Conflict Resolution

PeopleSoft CRM and PIM integration provides conflict resolution capability during synchronizations. When data conflict occurs (for example, end users have modified the same field or the same record in both systems with different values), PeopleSoft Infosync Client resolves the conflict based on the selected conflict resolution rule.

PeopleSoft Infosync Client delivers five predefined conflict resolution rules. You decide how the system handles data conflicts for the address book, calendar, and to-do list by selecting one of these rules:

Add all conflicting items.
Ignore all conflicting items.

Warning! It is recommended to not use this option. There is a potential for overwriting data.
Notify me when conflicts occur (default value).
PeopleSoft Infosync Client wins.
Lotus Notes or Microsoft Outlook wins.

Datasets

To control the distribution of data only to end users who need it and help shorten the time needed for synchronization, datasets are used in the PeopleSoft CRM and PIM integration to filter and display data for end users based on their roles.

Datasets, PIM Dataset Roles, and Dataset Rules

Every end user is associated with a PIM dataset role through the PIM preference ID that is selected in their user preferences in PeopleSoft CRM. Every PIM dataset role is linked to three datasets (contact, task, and calendar), each of which contains its own dataset rules. A dataset rule defines the collection of data that is downloaded to the PIM client. Through the use of datasets, each user receives updates for data that pertains to them only. For example, Jane Smith, a sales user, gets updates for all the leads and tasks created by her, as well as calendar items that are created for her leads (governed by dataset rules). If another colleague changes a task that he created for his lead, it is not updated in Jane Smith's PIM application.

This table lists the predefined PIM dataset roles, datasets, and associated dataset rules that are delivered with the PeopleSoft CRM and PIM integration. Each dataset corresponds to a specific role and is associated with a number of dataset rules, which identify sets of data to be downloaded to the PIM client for end users associated to that role at synchronization.

Note. This set of dataset information is delivered in the system for demonstration; you can modify it. For example, administrators can create new dataset rules or modify existing ones as long as these rules carry the syncID for contacts, calendar items, and tasks to PeopleSoft CRM.

PIM Dataset Role	Dataset	Dataset Rule	Set of Data That Gets Updated
PIM Field Service Role	PIM_FS_CALENDAR	CALENDAR ASSIGNED TO ME	Calendar items that are assigned to the user.
		CALENDAR FOR MY SERVICE ORDER	Calendar items for the service orders that are owned by the user, including those calendar items (for the service orders) that belong to other users.
		CALENDAR OWNED BY ME	Calendar items that are owned by the user.
PIM Field Service Role	PIM_FS_CONTACTS	CONTACTS_CREATED_BY_ME	Contacts that are created by the user.
		CONTACTS FOR MY SERVICE ORDER	Contacts for the service orders that are owned by the user.
		CONTACTS_ACT_TM	Contacts for the account team.
		MY_TASK_ASSIGNEE	My task assignees.
		MY_TASK_CONTACT	My task contacts.
PIM Field Service Role	PIM_FS_CONSUMER	CONSUMER_CREATED_BY_ME	Consumers that are created by the user.
PIM Field Service Role	PIM_FS_CONSUMER	CONSUMERS_FOR_MY_SO	Consumers for the service orders that are owned by the user.
PIM Field Service Role	PIM_FS_TASK	TASKS ASSIGNED TO ME	Tasks that are assigned to the user.
		TASKS FOR MY SERVICE ORDER	Tasks that are associated with the user's service orders.
		TASKS OWNED BY ME	Tasks that are owned by the user.
PIM Sales Role	PIM_SL_CALENDAR	CALENDAR ON MY LEADS	Calendar items for the leads that are owned by the user, including those calendar items (for the leads) that belong to other users.
		CALENDAR ON MY OPPORTUNITIES	Calendar items for the opportunities that are owned by the user, including those calendar items (for the opportunities) that belong to other users.
		MY CALENDAR	Calendar items that are created or owned by the user.
		CALENDAR ASSIGNED TO ME	Calendar items that are assigned to the user.
PIM Sales Role	PIM_SL_CONTACTS	CONTACTS_CREATED_BY_ME	Contacts that are created by the user.
		CONTACTS_FOR_LEAD_TASK_ASSIGNEE	Contacts for the leads in which lead tasks are assigned to the user.
		CONTACTS_FOR_OPP_TASK_ASSIGNEE	Contacts for the opportunities in which opportunity tasks are assigned to the user.
		CONTACTS_FOR_LEAD_TEAM	Contacts for the lead sales team of which the user is a member.
		CONTACTS_FOR_OPP_TEAM	Contacts for the opportunity sales team of which the user is a member.
		CONTACTS_FOR_MY_LEAD	Contacts for the leads that are owned by the user.
		CONTACTS_FOR_MY_OPP	Contacts for the opportunities that are owned by the user.
		MY_TASK_ASSIGNEE	My task assignees.
		MY_TASK_CONTACT	My task contacts.
		CONTACTS_ACT_TM	Contacts for the account team.
PIM Sales Role	PIM_SL_TASK	MY TASKS	Tasks that are created or owned by the user.
		TASKS ASSIGNED TO ME	Tasks that are assigned to the user.
		TASKS ON MY LEADS	Tasks for the leads that are owned by the user, including those tasks (for the leads) that are not assigned to the user.
		TASKS ON MY OPPORTUNITIES	Tasks for the opportunities that are owned by the user, including those tasks (for the opportunities) that are not assigned to the user.
PIM Sales Role	PIM_SL_CONSUMER	CONSUMER_CREATED_BY_ME	Consumers that are created by the user.
		CONSUMER_FOR_MY_LEAD	Consumers for the leads that are owned by the user.
		CONSUMER_FOR_MY_OPPY	Consumers for the opportunities that are owned by the user.
Both	PIM_WORKER	WORKERS FOR PIM USERS	Workers in the same department as the user.

Field Mapping

Field mapping dictates where data appears after it is transferred from one system to another. You can review the field map of the address book, calendar, and to-do list by clicking the Field Mapping button on the Advanced Settings window.

Note. PeopleSoft highly recommends that you leverage the field mapping as delivered and do not change it. If you must modify the field mapping, make sure it's well tested.

Field mapping for the integration can be found in these PeopleSoft database records:

BO_NAME
RD_PERSON
CM_ADDRESS
CM_EMAIL
CM_PHONE
CM_PAGER
PIM_CNTS_INFO
RB_TASK
PIM_TASK_INFO

Note. XML names are used internally in the program. They don't necessarily match the names that you see in the field map. The column heading # of Char (number of characters) denotes the maximum number of characters to be synchronized for each field.

BO_NAME Record

PIM Field Label	XML Name	PeopleSoft Field Name	Type	Note	# of Char
First Name	firstName	FIRST_NAME	NA	NA	30
Last Name	lastName	LAST_NAME	NA	NA	30
Middle Name	middleName	MIDDLE_NAME	NA	NA	30
Suffix	suffix	NAME_SUFFIX	NA	NA	2
Company Name	companyName	BO_NAME	NA	NA	50

RD_PERSON Record

PIM Field Label	XML Name	PeopleSoft Field Name	Type	Note	# of Char
Job Title	jobTitle	TITLE	NA	NA	35
Title	title	SALUTATION_CD	NA	Codeset mapping supported	30

CM_ADDRESS Record

PIM Field Label	XML Name	PeopleSoft Field Name	Type	Note	# of Char
Office Street	businessStreet	ADDRESS1	Business type (32)	NA	55
Office City	businessCity	CITY	Business type (32)	NA	30
Office State	businessState	STATE	Business type (32)	Codeset mapping supported	32
Office Zip	businessZip	POSTAL	Business type (32)	NA	12
Office Country	businessCountry	COUNTRY	Business type (32)	Codeset mapping supported	32
Home Street	homeStreet	ADDRESS1	Home type (35)	NA	55
Home City	homeCity	CITY	Home type (35)	NA	30
Home State	homeState	STATE	Home type (35)	Codeset mapping supported	32
Home Zip	homeZip	POSTAL	Home type (35)	NA	12
Home Country	homeCountry	COUNTRY	Home type (35)	Codeset mapping supported	32
Other Street	otherStreet	ADDRESS1	Other type (38)	Microsoft Outlook only	55
Other City	otherCity	CITY	Other type (38)	Microsoft Outlook only	30
Other State	otherState	STATE	Other type (38)	Codeset mapping supported; Microsoft Outlook only	32
Other Zip	otherZip	POSTAL	Other type (38)	Microsoft Outlook only	12
Other Country	otherCountry	COUNTRY	Other type (38)	Codeset mapping supported; Microsoft Outlook only	32

CM_EMAIL Record

PIM Field Label	XML Name	PeopleSoft Field Name	Type	Note	# of Char
Email1 Address	email	EMAIL_ADDR	Business type (27)	NA	70
Email2 Address	email2	EMAIL_ADDR	Home type (30)	Microsoft Outlook only	70

CM_PHONE Record

PIM Field Label	XML Name	PeopleSoft Field Name	Type	Note	# of Char
Office Phone	businessPhone	PHONE	Business type (11)	NA	24
Home Phone	homePhone	PHONE	Home type (15)	NA	24
Other Phone	otherPhone	PHONE	Other type (43)	Microsoft Outlook only	24
Mobile Phone	mobile	PHONE	Cellular type (12)	NA	24
Fax	fax	PHONE	Fax type (14)	NA	24

CM_PAGER Record

PIM Field Label	XML Name	PeopleSoft Field Name	Type	Note	# of Char
Pager	pager	PHONE	Pager 1 type (21)	NA	24

PIM_CNTS_INFO Record

PIM Field Label	XML Name	PeopleSoft Field Name	Type	Note	# of Char
Categories	category	PIM_CATEGORY	NA	NA	132

RB_TASK Record

PIM Field Label	XML Name	PeopleSoft Field Name	Type	Note	# of Char
Start Date	taskDate	DATE_UNDER_RPT	NA	For calendar item and task	9
Due Date	taskDate	NA	NA	Hard-coded to task date; task specific	9
Status	status	STATUS	NA	Task specific	26
Start Time	startTime	START_TIME	NA	Calendar item specific	9
End Date	dateClosed	DATE_UNDER_RPT	NA	Calendar item specific	9
End Time	endTime	END_TIME	NA	Calendar item specific	7
Subject	subject	DESCR254	NA	For calendar item and task	254
Body	notes	ACTIVITY_NOTES	NA	For calendar item and task	4095

PIM_TASK_INFO Record

PIM Field Label	XML Name	PeopleSoft Field Name	Type	Note	# of Char
Category	category	PIM_CATEGORY	NA	For calendar item and task; not applicable to Lotus Notes 4.6	132
Private	private	PIM_PRIVATE_FLG	NA	For calendar item and task	1

Status Mapping for Tasks: Microsoft Outlook

This table shows the task status mapping between PeopleSoft CRM and Microsoft Outlook.

Note. In Lotus Notes, status is not available in individual task records, so there is no task status mapping between PeopleSoft CRM and Lotus Notes.

Task status in PeopleSoft CRM	Task status in Microsoft Outlook
In Progress	In progress
Completed	Completed
Cancelled	Deferred
Open	Not started
Open	Waiting on someone else

Assignee Mapping for Tasks: Microsoft Outlook

This table shows the task assignee mapping between PeopleSoft CRM and Microsoft Outlook:

Task Assignee Status	Task Assignee Status in Microsoft Outlook
Accepted	In progress
Completed	Completed
Assigned	Assigned
Declined	Deferred
Declined	Waiting on someone else

Synchronization Rules and Considerations

PeopleSoft Infosync Client is supported in two PeopleSoft CRM versions and two PIM clients (each of which has its own supported versions). In each of these environment combinations, the behavior of the system changes slightly. This section discusses general rules that govern the synchronization process and considerations that describe how the system works in different situations.

The section discusses:

General rules.
Rules that are specific to contacts.
Rules that are specific to calendar items and tasks.
Rules that are specific to task notes.

General Rules

Here is a list of rules or considerations that are applicable to the entire integration.

Rule or Consideration	Applies To
When end users perform data synchronization between PeopleSoft CRM and their individual PIM clients using PeopleSoft Infosync Client, PeopleSoft recommends that they always initiate the process from the same machine. In other words, use only one machine to synchronize data, even if the end user has multiple workstations.	All
Administrators must specify the localization country for all PIM end users on the Overall Preferences page.	All
When a synchronization happens to an end user for the first time, this is called an initial synchronization. PeopleSoft Infosync Client compares the keys of all records for that end user with the same type of records in the other system, searching for duplicates. The process creates a copy of the record in the other system (unless it finds an existing record with matching values in all keys). The keys for contact records are first name, middle name, last name, and company. The key for task records is subject; for calendar records, keys are start date and subject.	All
When, during synchronization, PeopleSoft Infosync Client displays a message indicating that there's a data conflict and end users decide to cancel the process, the next synchronization becomes an initial one if the conflict involves changing the key value of a record in both systems. Because the key value is changed, the PeopleSoft CRM copy and PIM copy of that record no longer recognize each other as the equivalent in the other system. Therefore, when the next synchronization occurs, the process creates a copy for that PeopleSoft CRM copy in the PIM client, as well as a copy for that PIM copy in PeopleSoft CRM (because the process can't find the corresponding record for each of these two copies in the other system with all matching key values due to the change in key value).	PeopleSoft 8.9 CRM
PeopleSoft Infosync Client uses the syncID to uniquely identify every contact, task, and calendar item in PeopleSoft CRM for synchronization. The syncID is stored in the BO_ROLE table for contacts and the RB_TASK table for tasks and calendar items.	All
If PeopleSoft Infosync Client cannot synchronize a record to PeopleSoft CRM because the operation is not supported, it rolls back to the PIM client the copy of the record that resides in PeopleSoft CRM at next synchronization. For example, let's say that an end user updates a contact in the address book, but the update contact operation is not supported in the end user's PIM preference. When synchronization occurs, the process displays an error about not synchronizing that updated contact record on screen (and on the PIM Errors page) because the end user doesn't have the permission to do so. As a result, the contact is updated in the PIM client but not in PeopleSoft CRM. When the next synchronization occurs, the contact (the version available in PeopleSoft) is synchronized to the address book in the PIM client.	All
If you make a change to the existing setup, for example, reenabling the add contact capability in the PIM preference or changing the conflict resolution rule or filter, the change takes effect on data updates that happen after that change. To resynchronize data that wasn't synchronized successfully before the change, end users can modify the record on the PIM client and perform synchronization. For example, if an end user wants to recreate a contact that was not added to PeopleSoft CRM because the add contact capability was disabled, that user can modify the contact in the PIM client and synchronize data. The synchronization process then picks up the contact from the PIM client and creates it in PeopleSoft CRM.	Lotus Notes
PeopleSoft recommends that administrators complete the system setup before deploying the client application to users. Consider system setup a one-time implementation process and minimize changes made to system settings (for example, specifying new category or filter) after deployment because it may cause unexpected results. If administrators want to change the setup parameters, PeopleSoft recommends that users perform an initial synchronization to the device.	All
If end users create a new contact in Microsoft Outlook and enter information on address line fields for the other address type and synchronize, all the line information is formatted on the first address line of the contact in PeopleSoft CRM.	PeopleSoft 8.9 CRM Microsoft Outlook
Microsoft Outlook users must manually add the categories (defined in PIM preferences) in the master category list of the PIM client (one-time task) before these categories can be used. The list is available by clicking the Categories button on a task, calendar item, or contact.	PeopleSoft 8.9 CRM Microsoft Outlook

Rules That are Specific to Contacts

Here is a list of rules or considerations that are specific to contacts:

Rule or Consideration	Applies To
When end users synchronize a contact from PeopleSoft CRM to the PIM client for the first time and the contact is associated with multiple companies, the process displays the newest existing relationship that the contact has with a company in the PIM client (if the Support Multiple Companies feature is disabled). If end users later add another company relationship to that contact and perform synchronization, the process picks up the new relationship and updates the company for that contact in the PIM client accordingly.	All
The display of contact addresses in PIM clients can change after synchronization based on which address type becomes primary for that contact in PeopleSoft CRM. For example, a PeopleSoft CRM contact, who is associated with multiple addresses of type business and home, is synchronized for the first time. The process takes the first addresses that were created for each type and displays them in the equivalent contact record in the PIM client. (In PeopleSoft CRM, the first address that's created for a contact, regardless of type, becomes the primary address.) If an end user adds a new home address for the contact and performs synchronization, the process picks up the old home address and doesn't make the address update in the PIM client unless the primary check box for this new address is selected. If the end user changes the primary address to a newly created business address, this new business address and the old home address are synchronized and appear in the PIM client.	All
If end users are unable to synchronize new contacts to PeopleSoft CRM because there is missing or invalid information that is represented by multiple fields, for example, contact address (which includes address lines, state, country, and so on) and contact name (which includes first and last names), they must modify all the correlated fields before synchronizing the contact again. For example, if an end user creates a new contact without a last name and attempts to synchronize, an error is returned and the contact is not synchronized. To correct the problem, the end user must modify the first name and enter the last name before the synchronization process continues.	All
When consumers or workers are synchronized to the PIM client, their company name fields are populated with the value — Consumer — or — Worker — respectively (because consumers and workers are not associated with companies in PeopleSoft CRM). If a company is added to a consumer or worker in the PIM client, the company is ignored by the synchronization process.	All
If end users associate a contact record with multiple categories (and none or only one of these categories is defined in the PIM preference), it is synchronized to PeopleSoft CRM when any of its categories is listed as a filter condition for the contact object. A contact who is associated with multiple categories and more than one of them is defined in the PIM preference cannot be synchronized; PeopleSoft Infosync Client users will receive an error message, and the contact is not synchronized to PeopleSoft CRM.	All
If end users receive updates about a contact based on their dataset rules, and this contact has multiple roles (for example, this person is also a consumer in PeopleSoft CRM), the end users will receive a record for each role that this contact has at synchronization. In this example, end users receive two records: one for the contact role and one for the consumer role.	All
The Notes field in contact records is by default not mapped.	Microsoft Outlook
When end users delete the address from a contact record in the PIM client, the synchronization process automatically deletes the country, which doesn't appear as part of the address in the Address field, to ensure successful synchronization.	Microsoft Outlook
Company assignment to contacts. If, after synchronization, PeopleSoft CRM receives a contact record that is associated with a company, the system links the contact to that company if it successfully locates the company record with the exact same name in PeopleSoft CRM (assuming that the Allow Add with Invalid Company feature is disabled). In order for the system to recognize a company, even if only an abbreviated name is provided in the contact record, you can add match and return value pairs for commonly used company names in system delivered codesets. An example would be to add a pair for GE and General Electric so that the system knows recognizes GE and General Electric as one and the same. However, if the Allow Add with Invalid Company feature is enabled, and end users create a new contact that is associated with a company that doesn't exist in PeopleSoft CRM, PeopleSoft Infosync Client sends a message to end users in this format: “Company 'XYZ' does not exist. Cannot process this contact.” What this warning message suggests is that the invalid company is not processed as part of the contact during synchronization; therefore, the contact is synchronized to PeopleSoft CRM without a company relationship. See PeopleTools 8.45 PeopleBook: PeopleSoft Integration Broker	All
As designed, if end users synchronize a contact that has some bad data (for example, an invalid country in the contact address) to PeopleSoft CRM, the synchronization process stops and displays the corresponding error. End users must correct the problem from the PIM client before the process continues.	All
Suppose that the Support Multiple Companies feature is enabled. If end users enter a list of companies at one time in the PIM client, and the length of the company list exceeds 51 characters, the entire company list is not synchronized. However, if end users enter one company at each synchronization, only the last company name is not synchronized if adding it exceeds the maximum characters that are allowed to be synchronized for the Company field.	All
After configuring the PIM preferences in PeopleSoft to enable the 360 Degree View Link for contacts, the link will appear to the end user on the PIM after the second synchronization.	PeopleSoft 8.9 CRM Lotus Notes
It is recommended that when a user creates a contact in Microsoft Outlook this user must decide if the contact is private or not. If later, the user selects the Privateoption on an existing contact and synchronizes, the contact will remain in PeopleSoft. The end user should use categories to define what data is synchronized.	Microsoft Outlook
Lotus Notes does not exclude private data because Lotus Notes considers everything to be private. Therefore there is not an option to Exclude Private Data in Lotus Notes.	Lotus Notes
If the end user has added a FAX number to the contact under Home and Business, it is going to show one phone in the PIM Client. The PIM Client does not define if he fax number is Home or Business. The number that is primary or entered first will show. This situation is true for other types of phone numbers that are duplicated.	Microsoft Outlook

Rules That are Specific to Calendar Items and Tasks

Here is a list of rules or considerations that are specific to calendar items and tasks:

Rule or Consideration	Applies To
In PeopleSoft CRM, calendar items and tasks are stored in the same table, RB_TASK. The difference between calendar items and tasks is that time is not associated with tasks. In the PIM client, calendar items appear on the calendar, and tasks appear on the to-do list with an exception of Lotus Notes. Tasks (with no time) that are created in PeopleSoft CRM appear in both the calendar and to-do list of Lotus Notes after synchronization.	All
The calendar of Lotus Notes does not display the status of calendar items that were originally created for leads and opportunities in PeopleSoft CRM.	PeopleSoft 8.9 CRM Lotus Notes
Enter a start and end time when you create a calendar item in PeopleSoft CRM. If the end time is not specified in the calendar item, PeopleSoft Infosync Client automatically enters an end time (by adding 30 minutes to the start time) on the record in the PIM client calendar after synchronization.	All
In PeopleSoft CRM, calendar items cannot span more than a day. Therefore, the start and end dates of calendar items are always identical.	All
PeopleSoft Infosync Client sets the maximum length of the description and subject for calendar items and tasks to 4095 and 254 characters, respectively. That means if the length of a sales lead task subject that is created in PeopleSoft CRM exceeds the limit, only the first 254 characters are synchronized to the to-do list in the PIM client.	PeopleSoft 8.9 CRM Microsoft Outlook
In system-delivered dataset rules, if a lead or opportunity task or calendar item is assigned to someone else, that assigned item is still visible on the owner's PIM calendar. This is because the delivered rules indicate synchronization of all tasks and calendar items for user leads and opportunities. You can modify the delivered rules as necessary.	PeopleSoft 8.9 CRM
When a new task or calendar item is created in the PIM client and synchronized to PeopleSoft CRM, the type of task is by default set to note, and the calendar item is set to appointment.	All
PeopleSoft Infosync Client defines the maximum number of entries that it creates in PeopleSoft CRM for each recurring task or calendar item. These parameter settings are located in the DCSSettings.cfg file. You can modify these settings to allow more or fewer number of recurrences to be created for each type. The parameters and their delivered values are: Daily Max Fanout=31 Weekly Max Fanout=53 Monthly Max Fanout=13 Quarterly Max Fanout=8 Yearly Max Fanout=5 Other Max Fanout=50	All
Task Types are set up in the Task Management component. Set Up CRM, Common Definitions, Task Management When setting up Task Types, the option to Do not show in calendar is available. According to the PIM Client, if the option is selected, this means that the task will show as a task. If the option is not selected, this means that the task will show as a calendar item.	PeopleSoft 8.9 CRM Lotus Notes
If an end user creates a task in PeopleSoft that spans an entire day and associates contacts and invitees to this task, the contacts and invitees do not show in the PIM Client. Note that PeopleSoft does not deliver a Task Type that spans an entire day like All Day Event or Anniversary. It is recommended that this Task Type is created Set Up CRM, Common Definitions, Task Management and then associated with the Task Type on PIA without a time field on the Calendar page of the PIM Preferences component.	PeopleSoft 8.9 CRM Lotus Notes
If a meeting with invitees is created in the PIM Client and is sent out, the invitees of this meeting receive the calendar item and accept it to add it to their calendar. When the owner synchronizes, the invitees now have a duplicate entry in their calendar. The primary entry does not have a category associated with it, but the second entry does. To work around this, the administrator must remove the category value in the Calendar page of the PIM Preferences component. Take note that this allows the end user's entire calendar to be synchronized.	PeopleSoft 8.9 CRM Lotus Notes

Rules That are Specific to Task Notes

Here is a list of rules or considerations that are specific to task notes:

Rule or Consideration
If an entry with more than one note is synchronized with the PIM client from PeopleSoft CRM, the notes are either concatinated or only the most recent note appears. This is specified in the PIM Preference page.	All
From PIM, end users can only update the note that they are entering. Any previous note must be updated in PeopleSoft CRM and then synchronized.	All
Task note delimiters showing in PIM where the note begins and ends are specified on the PIM Preferences page. These are configurable, although PeopleSoft recommends that you use only characters, numbers, or dashes.	All
When task notes are created in PIM and synchronized, the subject line of the note reads Note Added from PIM.	All
If a user has previously selected the Most Recent option for synchronizing task notes then later changes the option to Concatenate, the existing notes that have been synced will not automatically become concatenated, they will remain showing the most recent note.	All
When a user adds a task note on the PIM Client and synchronizes, the note on the PIM Client will show the same as before the synchronization which includes the delimiters surrounding the note. The user must synchronize once more to see the note without the delimiters.	All
Only one set of note delimiters should be used when adding notes to a task. If a user needs to enter more than one note to a task, it is recommeded that they synchronize twice, then add the additional note.	All

Note. Attachments are not a supported object.