Introducing PeopleSoft CRM Portal Pack

This chapter provides an overview of PeopleSoft CRM Portal Pack and lists:

PeopleSoft CRM Portal Pack pagelets.
PeopleSoft CRM Navigation Collection Pagelets.
PeopleSoft CRM Pagelet Wizard Pagelets.

Understanding PeopleSoft CRM Portal Pack

PeopleSoft CRM Portal Pack is a collection of portal pagelets for corporate intranet or extranet homepages that provides access to key data and transactions within PeopleSoft CRM applications for use in the employee and customer portal registries. The portal pack supplements the PeopleSoft CRM applications that provide the underlying data.

When you install PeopleSoft CRM Portal Pack, your users can personalize their portal homepages by adding the pagelets that they need. Standard PeopleSoft-system role-based security ensures that users can access only the pagelets appropriate to their roles. You click the Content link (located above the left navigation menu) to access a list of role-appropriate pagelets.

Users can configure their portal homepages with three narrow columns or one narrow and one wide column. Some pagelets have both a narrow and a wide version, each with its own object name. You click the Layout link (located above the left navigation menu) to modify pagelet layout. When this documentation provides two object names for a pagelet, the first one refers to the narrow version.

To use the pagelets in PeopleSoft CRM Portal Pack, you must first install the enabling CRM application. The CRM pagelets and the enabling application are listed in the PeopleSoft CRM Portal Pack Pagelets section of this document.

You can also design your own pagelets when your installation includes PeopleSoft CRM Portal Pack.

Audience

The PeopleSoft CRM Portal Pack pagelets are targeted for specific functional roles, which generally fit into three audiences (mirroring the different portal registries):

Employee
Customer
Partner

Pagelet Security

You control pagelet security at the component level by associating it with a permission list, which is then associated with a role; each pagelet has its own component to enable more granular access. You can ascertain a pagelet's component name in PeopleSoft Application Designer by searching for definition references to the page's system, or object, name.

Pagelets are grouped into functional roles as an example of how to organize access. You need to create the proper permission lists and associate them with actual role definitions before your users can access them, or use the permission list definitions that are provided in the delivered system data. The PeopleSoft system also delivers sample roles that you can use as an example of how to set up pagelet access.

Here is an example of some of the roles that include access to PeopleSoft CRM Portal Pack pagelets:

Call center agent
Customer
Consumer
Broker
Field sales representative
Help desk agent
Guest

Pagelet Personalization

Some pagelets require that you first select default settings on a related customer selection page prior to using the pagelet. The system retrieves the transactional information associated with the selection to display in the pagelet.

To customize a pagelet, you click the Customize button:

Customize button

If you don't specify values on a pagelet's customer selection page, the pagelet does not display any data. Pagelets that do not have configuration options do not display this button.

Each of the following pagelets listed provide information about a specific type of customer interaction, such as sales leads, support cases, and service orders. Collectively, these pagelets provide a 360-degree view of your organization's relationship with the customer. Many of these pagelets provide links that enable you to navigate to further details about the interactions; some enable you to add new interaction information:

Agreements
Installed Products
RMA
Recent Interactions
Recent Leads
Recent Support Cases
Recent Service Orders
Recent Opportunities
Relationship Grid

Note. You must first select a customer or contact by using the Customer Selection page. After you identify the customer or contact, the other configurable pagelets display information related to that customer or contact.

Customer Selection Page

You use the Customize button to select the customer or consumer or the contact for the information that you want to view. Once you click the Customize button, the Customer Selection page appears:

Enter search criteria and click the Search button to select the customer, consumer, or contact for whom you want to view interaction information. After you select a customer, consumer, or contact and save your selection, information related to your selection appears on the configurable pagelets until you make another selection.

PeopleSoft CRM Portal Pack Pagelets

This section lists the pagelets that make up PeopleSoft CRM Portal Pack and identifies:

The audience for the pagelet: employees or customers.

The audience also identifies the portal registry where the pagelet is registered.
The role of the person who uses the pagelet.

These are functional roles, not delivered PeopleTools roles.
The pagelet's enabling application.

The enabling application provides the information that appears in the pagelet.

Pagelet Name	Audience	Functional Role	Enabling Application
Accounts CR_RBT_SERV_PGT_CMP_COM	Customer	Customer, consumer, or broker	PeopleSoft Enterprise Bill Presentment and Account Management
Catalog Search RX_PROD_SRCH_PGT	Customer	Customer, consumer, or broker	PeopleSoft Enterprise Order Capture Self Service
My Accounts CR_RBF_CUST_ACT_PGT_FIN	Customer	Customer or consumer	PeopleSoft Enterprise Banking Transactions
My Information CR_RBT_INFO_SS_COM	Customer	Customer, consumer, or broker	PeopleSoft Enterprise Order Capture Self Service
My Information CR_RBF_CUST_CONT_PGT_FIN	Customer	Customer, consumer	PeopleSoft Enterprise Banking Transactions
My Reports RC_CASE_SW_SS_RPT.GBL	Customer	Customer	Any PeopleSoft Enterprise CRM application
Recent Cases RC_SS_SW, RC_SS_SW_W	Customer	Customer, consumer, or broker	PeopleSoft Support Self Service
Recent Orders RE_C_QUO_PGT	Customer	Customer, consumer, or broker	PeopleSoft Order Capture
Recent Quotes RE_C_ORD_PGT	Customer	Customer, consumer, or broker	PeopleSoft Order Capture
Services RBT_SERV_PGT	Customer	Customer, consumer, or broker	PeopleSoft Order Capture Self Service
Shopping Cart RE_CART_PGT	Customer	Customer, consumer, or broker	PeopleSoft Order Capture
Site Selection RX_LANG_SEL_PGLTL	Customer	Guest user	PeopleSoft Order Capture
Quotes RBI_CUST_QUOTE_PGT	Customer	Customer, consumer, or broker	PeopleSoft Enterprise Policy and Claims Presentment
Claims RBI_CUST_CLAIM_PGT	Customer	Customer, consumer, or broker	PeopleSoft Enterprise Policy and Claims Presentment
Agreements RI_PE_AGREEMENT_GBL	Employee	Customer service representative	PeopleSoft Support or PeopleSoft Integrated FieldService
Catalog Search RX_PROD_SRCH_PGT	Employee	Employee	PeopleSoft Order Capture Self Service
CRM Chart 1, 2, and 3 (iScript)	Employee	Manager or employee	PeopleSoft Support, PeopleSoft Order Capture
CRM Worklist PE_WRKLST_PGT	Employee	Employee	Any PeopleSoft Enterprise CRM application
Installed Products PE_PROD_PGT	Employee	Customer service representative	Any PeopleSoft Enterprise CRM application
My Forecast REP_FCAST_PGT	Employee	Salesperson	PeopleSoft Sales
My Leads PRTL_LEADS_PGT	Employee	Salesperson	PeopleSoft Sales
My Monthly Calendar PRTL_CAL_MTH_PGT	Employee	Salesperson	PeopleSoft Sales
My Opportunities PRTL_OPP_PGT	Employee	Salesperson	PeopleSoft Sales
My Reports PT_PSRF_REPRT_PAGELET_GBL	Employee	Employee	Any PeopleSoft Enterprise CRM application
My Tasks RSF_PRTL_ACTLIST_PGT	Employee	Salesperson	PeopleSoft Sales
Recent Interactions RI_PE_REC_INT_PGT	Employee	Customer service representative	Any PeopleSoft Enterprise CRM application
Recent Service Orders RI_PE_SO_PGT	Employee	Customer service representative	PeopleSoft Integrated FieldService
Recent Support Cases PE_SUPPORT_PGT	Employee	Customer service representative	PeopleSoft Support
Relationship Grid CR_RI_REL_GRID_PGT_GBL	Employee	Employee	Any PeopleSoft Enterprise CRM application
RMA RI_PE_RMA_PGT	Employee	Customer service representative	PeopleSoft Support
Self Service Help Desk RC_SS_HD, RC_SS_HDW	Employee	Employee	PeopleSoft HelpDesk

PeopleSoft CRM Pagelet Wizard Pagelets

Pagelet Wizard provides a user-friendly, browser-based graphical user interface (GUI) that walks you through a series of steps involved in creating and publishing a pagelet. The following pagelets available with the CRM Portal Pack were built using the Pagelet Wizard feature: EOPP_CREF_BY_DATE_ID, RC_CASES_AVG_AGE, RC_CASES_BY_PRIORITY, RC_CASES_BY_SOURCE, RC_CASES_CLOSED_FIRSTCONTACT, RC_CASES_CREATED_CLOSED, RO_PRT_MGR_ORD, RO_PRT_MGR_QUO, RO_PRT_REP_ORD, RO_PRT_REP_QUO.

The primary users of these pagelets are call center agents/managers, and sales representatives/managers.

Authorized users can easily modify and maintain these pagelets using the Pagelet Wizard.