Using PeopleSoft Order Capture Self Service

This chapter provides an overview of PeopleSoft Order Capture Self Service, delivered user ID and user role identification, and supplemental pagelet identification, and discusses how to:

Select products.
Use Quick Entry.
Use the shopping cart.
Manage checkout.
View order or quote status.

Understanding PeopleSoft Order Capture Self Service

PeopleSoft Order Capture Self Service delivers an intuitive interface that allows consumer users, company representatives, and brokers to easily create and manage the web channel. PeopleSoft Order Capture Self Service synchronizes with PeopleSoft Order Capture to allow self service users to track all orders, whether created by a customer service representative, an agent through the call center, or by themselves through the web.

PeopleSoft Order Capture Self Service works in conjunction with the following CRM features, some of which are common to all self service applications, and others which specifically complement PeopleSoft Order Capture Self Service:

Security elements, including the defining of user roles and associated permissions.
Address book.
Sign in.
Registration.
Profile maintenance.
Contact Us and Chat.
Attributes.
Product catalog.
Search Catalog.
PeopleSoft Advisor.
PeopleSoft Configurator.

Note. Functionality that is common to both PeopleSoft Order Capture and PeopleSoft Order Capture Self-Service, such as integration with order fulfillment, pricing, freight, and tax integration, is documented in previous chapters of the this book.

Understanding Delivered User ID, User Role Identification and the Creating of Passwords

This table shows the users and roles that PeopleSoft Order Capture Self Service delivers. You can adopt these particular users and roles, or you can modify them to better suit your business needs.

Note. To modify permissions for these delivered user roles, navigate to PeopleTools, Security, Permissions & Roles, Roles.

User ID	Role Name	Role Description	Access
GUEST	Guest	An anonymous user that accesses the web channel.	Guests have access to the Sign In & Registration, Products and Services, Catalog Search, Shopping Cart, and Site Selection pages.
CPSS, CPSS2	Consumer	A consumer that represents him- or herself.	Consumers have guest privileges without the sign-in (and registration) options. They also have access to the Customer Care, Order Status, Quote Status, Profile Maintenance, and Contact Us pages.
CPCUST, CPCUST2	Customer	A customer represents a single customer.	Customers have all consumer privileges as well as quick entry privileges.
CPBRKR, CPBRKR2	Broker	A broker represents multiple customers.	Brokers have all customer privileges plus customer selection privileges. Customer selection privileges allow brokers to select the customer that they want to represent for a particular session.

Note. User IDs that end with a 2 are associated with the CRM01 setID.

Setting Password Expiration and Changing Passwords

To set the internal self-service password expiration date to one other than the external date , navigate to Set Up CRM, Security, Self-Service, User Registration.

The password expiration options are accessed in the Password Security Policies group box of the User Registration page. The options enable you to setup your password expiration policy. For example, the internal passwords might be set to expire every 60 days while the setting for the external passwords might be set to never expire. In the Password Security Policies group box a password can be set to never expire by selecting the password Never Expireradio button, or the password can be set to expire by selecting the Password Expires radio button and entering the number of days until expiration in the associated field. A password expiration date is calculated based on the last password change date as determined from the tools PSOPRDEFN table.

When the password expires and you click the Sign In button on the Sign In page, you are presented with the Change Password page. Here you enter your old password, your new password and enter the new password again to confirm it. Click the Save button or if it becomes necessary, you can cancel and return to the sign in page.

Understanding Supplemental Pagelet Identification

PeopleSoft Order Capture Self Service delivers these pagelets, which are enabled by the PeopleSoft Order Capture Self Service product, as part of the PeopleSoft CRM Portal Pack:

Catalog Search (RX_PROD_SRCH_PGT).
Shopping Cart (RE_CART_PGT).
Recent Orders (RE_C_ORD_PGT).
Recent Quotes (RE_C_QUO_PGT).

Selecting Products

This section discusses how to:

Find products.
Choose a product.
View product details.
Compare products.
Launch PeopleSoft Advisor.

Pages Used to Select Products

Page Name	Object Name	Navigation	Usage
Find Products	RX_PROD_SRCH	Find Products	Search a particular catalog or browse all catalogues, get advice on products, and create an order or quote capture.
Product Catalog	RB_CATALOG	On the Find Products page, click a catalog link.	View and select a product.
Product Details	RB_PROD_DTL	On the Catalog page, click a product link.	View product details, select a quantity, change units of measure, and add the product to the shopping cart.
Product Comparison	RB_CATALOG	On the Catalog page, select up to three Compare check boxes. Click the Add to Compare Pad button.	Compare as many as three products.
PeopleSoft Advisor	RAD_ADVISOR _RUN	On the Find Products page, click the Get Advice link. On the Catalog page, you can also click the Need help choosing a product? link.	Launch the PeopleSoft Advisor, answer the questions in the dialogue presented and receive a personalized recommendation.

Finding Products

Access the Find Products page.

This page provides several methods to find products.

Click the Get Advice link when you are unsure of the product or type of product that you need and the system will guide you in selecting the appropriate item through an Real-Time Advisor dialogue consisting of a series of questions and answers.
The system can present you with recommended products based upon your prior ordering activity.
Select and search a particular catalogue and when you have enough information to provide definitive search criteria, use the Advanced Search link to search on such things as keywords, brand name, descriptions and product ID.
Select catalogue links to browse listed catalogues.

Choosing a Product

Access the Product Catalog page.

Recommended Products

The system uses the Real-Time Advisor product to recommend products selected for your consideration. These products are selected based on the Advisor Dialog defined on the Business Unit.

Browse the catalog using the Page link to view the pages of the catalogue.

Compare and Add to Compare Pad	Select a Compare check box for more than one product. Click the Add to Compare Pad button. Using the Page links and the Add to Compare button enables you to add products from multiple pages within the catalog to the comparison.
Compare Selected	Click this button and the system compares up to three products at a time from the compare pad. This is based on the display template that is set up for the product catalogs.
Find Products	Click this link to return to the Find Products page.
Need help choosing a product?	Click to launch the PeopleSoft Real-TimeAdvisor. PeopleSoft Real-Time Advisor asks a series of questions that returns product recommendations based on your answers to the questions.
Featured Product	The system can highlight various products and distinguish them as featured products in the various catalogues. However, you can click any product link to access its Product Detail page. For example, if you click the Walk-In Freezer 5' 10' x 11' product link, you can access the Product detail page for this product and its associated agreements and enhancements.

Viewing Product Details

Access the Product Detail page.

Agreements for this product and Enhance this product with these additions

Click to see links for such things as preventive maintenance or service agreements and enhancement for the product selected and then click the item links to see detailed information about the available agreements and enhancements.

The next step up from this product

Select this link to see products that are considered a step up from the product you are currently considering—perhaps for quality, size or capacity.

Note. You can access Product Details from several pages, including the Catalog, Shopping Cart, Checkout, and Order/Quote Status pages.

Comparing Products

Access the Product Comparison page.

Add to Cart

Add the product to your shopping cart.

Remove

Click to remove a product from the current comparison.

Return to Catalog

Click to return to the catalogue where you can add other products for a total of three products for any one comparison.

Launching PeopleSoft Real-Time Advisor

Access the PeopleSoft Advisor page.

Next

After selecting or entering your applicable response, click to move to the next dialogue in the series of the advisor's questions.

Save

Click to save your responses to complete or modify at another time.

Recommend

Click to access the advisor's product recommendations based on you answers to the advisor dialogue.

Recommendations

Select the Recommend button on the Advisor page

Score

The system displays suitable products and scores them based on how well these products fit your responses to the advisor's questions.

Using Quick Order Entry

This section provides an overview of Quick Order Entry and discusses how to select products quickly.

Understanding Quick Order Entry

There are two ways to add products to the shopping cart: from the Product Details page or from Quick Order Entry page. Quick Order Entry is intended for users who are familiar with the products and the product IDs that they order. Quick Order Entry delivers a simple form to support speedy entry of product information.

Page Used to Use Quick Order Entry

Page Name	Object Name	Navigation	Usage
Quick Order Entry	RE_QUICK_ENTRY	Click the Quick Order Entry link on the Main Menu.	Create orders or quotes rapidly when you are familiar with the product and already know the product ID.

Selecting Products Quickly

Access the Quick Order Entry page.

Product ID

Enter the product ID.

Quantity

Enter a quantity. If you do not select a quantity, a quantity of 1 defaults into the shopping cart.

Units

Enter either the unit of measurement (UOM) code (such as ea.) or the UOM description (such as each.)

Notes

Add notes, which appear for the specified product when you access the shopping cart.

Using the Shopping Cart

This section provides an overview of the shopping cart and discusses how to:

Work from within the shopping cart.
Delete products from the shopping cart.
Add notes or attachments.

Understanding the Shopping Cart

The shopping cart displays all of the products that you select for an order or quote. You can perform these operations from the Shopping Cart page:

Update quantity and recalculate price.
Configure products or packages.
Add notes and attachments to an order.
Remove products.
Proceed to checkout.

Pages Used to Access and Use the Shopping Cart

Page Name	Object Name	Navigation	Usage
Shopping Cart	RE_CART	Quick Order Entry Click the Add to Cart button. Find Products, Select product Click Add to Cart. Checkout Select Change Order link. Shopping Cart pagelet, Click Checkout. (If portal pack is installed)	View the contents of the shopping cart, and then proceed to checkout.
Delete Confirmation	RX_DELETE_CONFIRM	Click the Delete link on the Shopping Cart page. Shopping Cart, Notes & Attachments, Click Delete Attachments.	Confirm the removal of products (or notes and attachments) from the shopping cart.
Notes & Attachments (notes and attachments)	RE_NOTES	Shopping Cart, Add Notes & Attachments Notes & Attachment link	Add a note or an attachment to the products that are being ordered.

Working from within the Shopping Cart

Access the Shopping Cart page.

Click the product's name link to view product details.

Add an Agreement to this Product	Click if you choose to add available agreements, such as a consulting, preventive maintenance, or service agreement for a selected product. Because it is often crucial that certain agreements be ordered with the initial purchase of a product, this is a second opportunity to choose agreements. This option is first presented on the Product Details page.
Qty (quantity)	Update the quantity of a product. Click the Recalculate button to determine new total charges.
Delete	Click this link to remove the line item from the shopping cart. Click the Recalculate button to determine new total charges. Note. When you delete a product all associated agreements for that product are also deleted by the system. Enhancements are not automatically deleted. You must delete them individually using the Delete link on the Shopping Cart page.
	Click to configure when the product is a dynamic package having various options that you must choose, such as when a product must be custom built. When you have configured the product with its various options, a composite price is calculated by the system. This icon is not available or applicable to all products. See Defining Product Package Components.
	Click to fully configure a ready made product with optional features. This icon is displayed only when applicable and is not available for all products. See PeopleSoft Enterprise CRM Advanced Configurator 8.9 PeopleBook.
Recalculate	Click to recalculate the price when you make changes to your selections, such as increasing or reducing the quantity of a product or after removing a product.
Checkout	Proceed to checkout.
Continue Shopping	Return to the catalog to select additional or different products. When you click the Continue Shopping button, the system retains the existing contents of your shopping cart.

Note. When you have a configurable product or package in your shopping cart, it must be configured before you proceed to checkout. If a product has required attributes, you must specify the attribute value before you can proceed to checkout.

Deleting Products from the Shopping Cart

Access the Delete Confirmation page.

Click the Delete link on the Shopping Cart page to access the Delete Confirmation page, where you can delete shopping cart contents.

Note. When you delete a product any associated agreements are also deleted. However, you must delete any associated enhancements for the deleted core product that you have previously included in your shopping cart.

Adding Notes or Attachments

Access the Notes & Attachments page.

Managing Checkout

This section discusses how to:

Manage shipping, product, and payment options from the Checkout page.
Handle multiple shipments.
Access and change product attributes.
Receive an order or quote confirmation.
Change a submitted order derived from a quote.

Pages Used to Manage Checkout

Page Name	Object Name	Navigation	Usage
Checkout	RE_SUMMARY	Shopping Cart, Click Checkout button.	Manage shipping, product, and payment information.
Multiple Shipments	RE_DESTINATION	Checkout, Multiple Shipments button	Create more than one shipment destination for the order.
Notes & Attachments Summary (notes and attachments summary)	RE_NOTE_SUMMARY	Checkout: Shipments and Payments, View Notes & Attachments link. Order/ Quote Details, Click View Notes & Attachments link.	Displays a list of notes and attachments on the order.
Attributes	RE_ATTR_RUNTIME	Checkout, Click Attributes link on a Product line.	Enter product attributes where attributes are allowed for a product.
Order/Quote Confirmation	RE_STATUS	Checkout, Click the Submit Order button or the Save as Quote button.	Displays order/quote confirmation.
Order Change	RX_PROCEED_CONFIRM	Checkout, Click on Change Order link (from a quote).	Change an order that was derived from a quote. When you change an order, all special pricing for quotes is lost, and it becomes necessary to add this confirmation page.

Managing Shipping, Product, and Payment Options From the Checkout Page

Access the Checkout page.

Shipment

Multiple Shipments	Click to access the Multiple Shipments page and send the products contained in the order to different locations or by way of different shipping methods. This assumes that there is more than one product. To create multiple shipments for the same product, enter the product and appropriate quantity into the cart twice.
Product Information	Click a product link to view product details. On the Product Details page, you can change quantity or view or configure a configurable product, or view and change attributes for a product with attributes.
Invoice Payment Info (invoice payment information) )and Credit Card Payment Info (credit card payment information	Enter a purchase order number if you are paying by invoice. Enter an account number if you are ordering a service that can be billed to a service account, such as a cable television account. Enter credit card information if payment is by credit card. Note. The payment method that displays is based on the defined customer or consumer as well as the preferred payment method that is established on the customer's or consumer's record.
Submit Order	Click to submit the order for processing. You receive an order confirmation.
Save as Quote	Click to save as a quote. You receive a quote confirmation.
Change Order	Click to return to the shopping cart and make changes.

Shipping Options

Change Address	Change the shipping, service, or billing address.
Select Shipping Method	Choose a preferred carrier from the drop-down list.
Single Shipment	Select to prevent partial shipments of this order.
Ship as Items Available	Select to allow partial shipments. Note. Partial shipments may increase freight charges.

Handling Multiple Shipments

Access the Multiple Shipments page.

If there are two or more order lines in the shopping cart, you can divide shipments.

To divide shipments:

Select the product that you want to designate for a separate shipment on the Multiple Shipments page.
Click the New Shipment button to request a new shipment.

Note. You cannot split a single line consisting of more than one quantity of a single item into two shipments. Also, you cannot ship components of a single package separately.

Accessing and Changing Product Attributes

Access the Attributes page.

If available for that product, access the Attributes page by clicking on the Attributes icon next to a product.

Fields on the Attributes page are dynamic. You define the attributes that are necessary for the products that you sell. Attributes are an optional feature. Attribute groups allow you to associate a different set of attributes to different sets of products.

Receiving an Order or Quote Confirmation

Access the Order or Quote Confirmation page.

Product Information

Click the product link to return to the Product Detail page where you can click the Order Again button to place another order or click theReturn to Order Status button to access the Order Details page again.

Changing a Submitted Order Derived from a Quote

Access the Order Change page

Yes - Proceed

Click this button to proceed in making changes to an order that has been submitted from a quote.

Note. Making changes in an order submitted from a quote can result in the entire order being repriced.

Viewing Order or Quote Status

This section discusses how to:

Search for orders.
View order details.
Search for quotes.
View quote details.
Convert a quote to an order.
Track orders.

Pages Used to View Order or Quote Status

Page Name	Object Name	Navigation	Usage
Order Status	RE_ORD_SEARCH	Order Status.	Search for orders in the system.
Order Details	RE_STATUS	Order Status, Click on an Order.	View line information for orders. You can also copy this order to the shopping cart.
Quote Status	RE_QUO_SEARCH	Quote Status.	Search for quotes in the system.
Quote Details	RE_STATUS	Quote Status, Click on a Quote.	View line information for quotes. You can also convert this quote to an order.

Searching for Orders

Access the Order Status page.

Note. Either the Order Status or the Quote Status page becomes available when the Advanced Search link is clicked.

Contact Us information is associated with the business unit and can be omitted or modified (during setup) as you see fit.

Search	Click to search by date.
Advanced Search	Click the Advanced Search link to search for orders by date, order ID, customer PO, and order status.
Order Status	Search for orders using advanced search by entering one of the following order status conditions: Cancelled Complete Expired Generating Note. This status indicates that the Business Project is in the process of creating the individual orders. Only a master bulk order can have this status. Hold In Fulfillment Note. This status indicates an order that is being process to be shipped or provisioned. New Partial Hold Submitted
Order ID	Click the order link to access the Order Details page.

Viewing Order Details

Access the Order Details page.

Note. To view order details for orders that originated externally, an external link must be defined on the Order Capture Setup Workbench.

Order ID	Displays the PeopleSoft Order number or quote number.
Status	Displays the current status of the order or quote.
Shipment	Displays shipment information and links for tracking orders. When you click the Track Shipment link, you transfer to the shipment provider, where you can view the status of your packages. Note. Information is available only for orders that have a shipment and a PRO_NUMBER defined to a web site, such as for United Parcel Service (UPS) or Federal Express (FEDEX.)
Product	Click the product link to view product details. Note. Depending on the fulfillment system with which your system integrates, products or packages within packages may display their statuses individually and not as a package.
Order Again	Click to copy this order to the shopping cart. Note. Your original order does not change.

Searching for Quotes

Access the Quote Status page.

Quote Due Date

Displays the date on which the quote must be captured before the quote automatically expires.

Expiration Date

Displays the date after which the quote is no longer valid.

Note. Advanced search criteria for quote status are slightly different from advanced search criteria for order status in that the criteria can entail quote due date and expiration date parameters.

Viewing Quote Details

Access the Quote Status page.

Click a quote ID link in the Quotes section to view Quote Details.

Converting a Quote to an Order

Access the Quote Details page.

Click the Submit as Order button on the Quote Details page to convert a quote to an order. You can add or remove products prior to conversion, but this causes the quote to lose its special pricing (if applied) and be repriced. Once you click the Submit as Order button, shipping and payment options are available on the checkout page and you can select shipping options, such as multiple shipments. You can also change the shipping destination, as well.

Tracking Orders

Access the Order Details page.

For a particular order, access the Order Details page from the Order Status page, then click the Order Tracking link that is a uniform resource locator (URL) to the third-party system. You can see the status of your packages. This link only appears when URL links for tracking are set up in advance.

Important! You can use the Order Status page to link to an order fulfillment system with the keys for that order. When you click the link, a fulfillment page appears that provides order status details. For example, a link to the PeopleSoft Order Management order status page provides real-time status from that particular fulfillment system.

Add to Cart	Add the product to your shopping cart.
Remove	Click to remove a product from the current comparison.
Return to Catalog	Click to return to the catalogue where you can add other products for a total of three products for any one comparison.

Next	After selecting or entering your applicable response, click to move to the next dialogue in the series of the advisor's questions.
Save	Click to save your responses to complete or modify at another time.
Recommend	Click to access the advisor's product recommendations based on you answers to the advisor dialogue.

Product ID	Enter the product ID.
Quantity	Enter a quantity. If you do not select a quantity, a quantity of 1 defaults into the shopping cart.
Units	Enter either the unit of measurement (UOM) code (such as ea.) or the UOM description (such as each.)
Notes	Add notes, which appear for the specified product when you access the shopping cart.

Quote Due Date	Displays the date on which the quote must be captured before the quote automatically expires.
Expiration Date	Displays the date after which the quote is no longer valid.