PeopleSoft Enterprise Policy and Claims Presentment Preface

This preface discusses:

PeopleSoft Enterprise CRM application fundamentals.
PeopleSoft Enterprise CRM automation and configuration tools.
PeopleSoft Enterprise CRM services foundation.
PeopleSoft Enterprise PeopleTools documentation.

PeopleSoft Enterprise CRM Application Fundamentals

The PeopleSoft Enterprise Policy and Claims Presentment 8.9 PeopleBook provides implementation and processing information for your PeopleSoft Policy and Claims Presentment application. However, additional essential information describing the setup and design of your system appears in a companion volume of documentation called the PeopleSoft Enterprise CRM 8.9 Application Fundamentals PeopleBook. Each PeopleSoft product line has its own version of this documentation.

The PeopleSoft Enterprise CRM 8.9 Application Fundamentals PeopleBook contains essential information describing the setup and design of the PeopleSoft Enterprise CRM system. This book contains important topics that apply to many or all PeopleSoft applications across the PeopleSoft Enterprise CRM product line.

There are six parts to the PeopleSoft Enterprise CRM 8.9 Application Fundamentals PeopleBook:

PeopleSoft Enterprise CRM Multi-Product Foundation.

This part discusses the design and setup of the PeopleSoft Enterprise CRM system, including security considerations.
Workforce Management.

This part discusses the administration of the worker component used to perform tasks such as customer support or field service in PeopleSoft Enterprise CRM. This part also includes information on competency management and assigning workers to tasks.
Interactions and 360-Degree Views.

This part discusses interaction management and the administration of the 360-Degree View, a powerful tool that enables users to view and work with any transaction or interaction that is associated with a customer or worker.
Self-Service for Customers.

This part discusses the set up, administration, and use of self-service applications for customers and workers.
Relationship Management.

This part discusses how system users manage their contacts and tasks.
Entitlement Management.

This part discusses setting up agreements and warranties.

PeopleSoft Enterprise CRM 8.9 Industry Application Fundamentals

The PeopleSoft Enterprise CRM 8.9 Industry Application Fundamentals PeopleBook discusses configuration options including security and financial account administration common to PeopleSoft vertical solution applications.

The PeopleSoft Enterprise CRM 8.9 Industry Application Fundamentals PeopleBook consists of important topics that apply to many or all industry-specific applications within the PeopleSoft Enterprise CRM product suite. Whether you are implementing a single application or multiple PeopleSoft Enterprise CRM applications, you should be familiar with the contents of this central PeopleBook.

There are four parts to the PeopleSoft Enterprise CRM 8.9 Industry Application Fundamentals PeopleBook:

Application Security.

This part discusses setting up security including the security matrix and navigation security.
Financial Accounts.

This part discusses administration of financial accounts, legacy account systems integrations, product applications, and account default set up.
Churn Management.

This part discusses churn scoring, churn scores, and churn rules as applied to financial accounts. This chapter also covers churn scripts and automated churn.
Accounts Receivable and 360 - Degree View Integration.

This part discusses the integration between an Accounts Receivable system and PeopleSoft Enterprise CRM.

PeopleSoft Enterprise CRM Automation and Configuration Tools

The PeopleSoft Enterprise CRM 8.9 Automation and Configuration Tools PeopleBook discusses automation and configuration tools that are common to multiple PeopleSoft Enterprise CRM applications. This is an essential companion to the application PeopleBook.

There are four parts to the PeopleSoft Enterprise CRM 8.9 Automation and Configuration Tools PeopleBook:

Correspondence management.

This part discusses the setup and application of manual notifications, automatic notifications and manual correspondence requests among CRM objects.
Automation tools.

This part discusses PeopleSoft Enterprise CRM workflow, Active Analytics Framework (AAF), business projects, and scripts.
Configuration tools.

This part discusses configurable search pages, configurable toolbars, attributes, display templates, and industry-specific field labels and field values.
Knowledge management.

This part discusses the setup of Natural Language Processing (NLP) and Verity search.

PeopleSoft Enterprise CRM 8.9 Services Foundation

The PeopleSoft Enterprise CRM 8.9 Services Foundation PeopleBook discusses configuration options that are common to PeopleSoft Enterprise FieldService and the PeopleSoft Enterprise Call Center applications (PeopleSoft Enterprise Support, PeopleSoft Enterprise HelpDesk, and (PeopleSoft Enterprise HelpDesk for Human Resources).

There are three parts to the PeopleSoft Enterprise CRM 8.9 Services Foundation PeopleBook:

Entitlement management.

This part discusses how solution management enables users to establish a set of predefined solutions that call center agents and field service technicians use to resolve customer problems.
Transaction Billing Processor Integration.

This part discusses how PeopleSoft Transaction Billing Processor enables PeopleSoft Enterprise FieldService, PeopleSoft Enterprise Support, and PeopleSoft Enterprise Order Capture to integrate with PeopleSoft Billing and PeopleSoft General Ledger through the use of the PeopleSoft Contracts architecture. Also covered is how this integration enables PeopleSoft Enterprise CRM users to bill and book revenue for recurring, one-time, and on demand service.
Environmental Systems.

This part covers the Research Institute (ESRI) integration. The integration with ESRI, a mapping software, enables users to view the location of reported cases and the location of field service activities through the Map Dashboard.

PeopleSoft Enterprise PeopleTools Documentation

Cross-references to PeopleSoft Enterprise PeopleTools documentation refer to the PeopleSoft Enterprise PeopleTools 8.45 PeopleBooks.

About These PeopleBooks

A companion PeopleBook called About These PeopleBooks contains general information, including:

Related documentation, common page elements, and typographical conventions for PeopleBooks.
Information about using PeopleBooks and managing the PeopleBooks Library.
Information on the International Organization for Standardization (ISO) country and currency codes used within PeopleBooks.
A glossary of useful PeopleSoft terms that are used in PeopleBooks.

See Also

Preface

Using PeopleBooks

Managing the PeopleSoft Online Library and PeopleBooks

Appendix: ISO Country and Currency Codes

Glossary