Setting Up Products

This chapter provides an overview of product definitions in PeopleSoft Enterprise Customer Relationship Management (PeopleSoft CRM) and discusses how to:

Define products.
Assign product units of measurement (UOMs).
Define product package components.
Establish product prices.
Manage product relationships.
Enter product notes.

Understanding Products in PeopleSoft CRM

This section discusses:

Product definitions in PeopleSoft CRM.
Integrations with PeopleSoft Supply Chain Management (PeopleSoft SCM) and PeopleSoft Proposal Management.

Product Definitions in PeopleSoft CRM

PeopleSoft CRM uses a product definition to represent each product. The product definition—which is keyed by product ID—stores all of the product information that company representatives require to sell or support the product. PeopleSoft CRM also uses product definitions for:

Pricing product orders.
Generating product catalogs.
Storing product advisor scripts for use by sales and support personnel.

Product Definition Types

There are five types of product definitions in PeopleSoft CRM:

Standard product.
Package product.
Service agreement.
Service product.
Engagement service.

See Understanding Products and Items in PeopleSoft CRM.

Product Definition Process

Follow these steps to define products in PeopleSoft CRM:

Analyze how the various parts of the CRM system use product definitions.

For example, the catalog generation process and the ordering process can both use product definitions.
Create definitional elements to associate with products.

Definitional elements are attributes such as product brands, product categories, and competency codes. You associate definitional elements with product IDs to create unique product and product package definitions.

See Setting Up Product Definitional Elements.
Select a product type and create a product definition.

After you define a product, the product ID becomes available on product search lists so that you can access the product definition from other CRM pages.

Important! In PeopleSoft CRM, you can define a product when you define an item, or you can create a product and associate it with existing items. Typically, you begin by defining an item and having the system copy the item's product ID, description, and standard UOM to the product definition table.

See Defining Items.
Associate definitional elements and other product attributes with the product ID.
Select package components (if the product definition is for a product package).
Assign product UOMs.
Establish product prices.
Define relationships between products.
Associate notes with products.

Integrations with PeopleSoft SCM and PeopleSoft Proposal Management

Product information is integrated with PeopleSoft SCM (and third-party SCM systems) and PeopleSoft Proposal Management, which is part of the PeopleSoft Enterprise Services Automation product suite, by using enterprise integration points (EIPs). These are the considerations for using EIPs:

SCM Integrations

SCM systems use product definitions to manage products and product components throughout the manufacturing process. PeopleSoft CRM delivers several EIPs that maintain data integrity between PeopleSoft CRM and SCM systems—including PeopleSoft SCM and third-party systems—by synchronizing product data.

You integrate product data by using the PeopleTools Integration Broker. This technology enables both synchronous and asynchronous messages to be transmitted using one technology.

These EIPs are used for both publishing and subscribing:

PRODUCT_SYNC
PRODUCT_FULLSYNC
PRODUCT_SYNC_EFF

Note. If the PRODUCT_SYNC message is active, an add, change, or delete action in the Product Definition components automatically executes the product sync publish logic.

PeopleSoft CRM publishes the PRODUCT_SYNC message whenever product data is added, changed, or deleted using the Product Definition - Definition page, the Package Components page, the Product Price page, the Package Component Pricing page, the Notes page, the Relationships component (PROD_RELATIONS_CMP), and the Product Unit of Measure page. PeopleTools Integration Broker processes the message and applies a transformation to remove the PRODKIT_HEADER. Any package components that are themselves packages are also stripped from the message. Because PeopleSoft SCM does not permit packages within packages, package components that are themselves packages are also stripped from the message.

PeopleSoft CRM subscribes asynchronously to the PRODUCT_SYNC message that comes from the SCM system. This data is processed directly into the PeopleSoft CRM product tables using component interfaces. A product package header record is added for any kit components that are received from SCM. When a PRODUCT_SYNC or PRODUCT FULL_SYNC message is received, the system runs the subscription logic, which calls one of these component interfaces depending on the content of the message:

PRODKIT_CI
PRODKIT_COMPS_PRC_CI
PROD_DEFN_CI
PROD_NOTE_CI
PROD_PRICE_CI
PROD_RELATIONS_CI
PROD_UOM_CI

This table shows how an order represents packages to the PeopleSoft SCM system:

Type	Line Display	Line Data Model/EIP
0-Static Package (1-level static quantity) PROD_ITEM.PROD_KIT=Y PROD_KIT_HEADER.LT_CONFIG_FLAG=N	Display all components of the package as multiple lines.	Store and publish parent line.
1-Package (Kit) (multilevel dynamic quantity) PROT_ITEM.PROD_KIT=Y PROD_KIT_HEADER.LT_CONFIG_FLAG=Y	Display all components of the package as multiple lines.	Store all components as multiple lines, and publish as multiple lines.
2-Configured Package(Kit) PROD_ITEM.PROD_KIT=Y PROD_ITEM.CFG_KIT=Y	Display all components of the package as multiple lines.	Store all components as multiple lines, and publish as multiple lines.
3-Configured Product MASTER_ITEM_TBL.DIST_CFG_FLG=Y	Display high-level parent line.	Store and publish parent line plus configuration.

Proposal Management Integrations

PeopleSoft CRM can send information to PeopleSoft Proposal Management. This occurs when a quote that originates from a PeopleSoft Sales lead or opportunity or is entered using PeopleSoft Order Capture includes an engagement service product. PeopleSoft Proposal Management prices the engagement and sends pricing information back to PeopleSoft CRM.

This integration consists of these application messages:

OC_ESA_PROPOSAL

This message is sent to PeopleSoft Proposal Management when a quote is submitted for an engagement-type service in PeopleSoft Order Capture.
OC_ESA_PROPOSAL_RESPONSE

This message returns the capture ID, proposal ID, and version ID from PeopleSoft Proposal Management to PeopleSoft Order Capture.
ESA_PROPOSAL_PRICE

When PeopleSoft Proposal Management completes pricing the engagement, pricing information is sent back to PeopleSoft Order Capture.
OC_ESA_PROPOSAL_STATUS

This sends the status of a proposal (for example, draft or negotiated) to PeopleSoft Proposal Management.

Important! Before you can integrate with PeopleSoft Proposal Management, you must first define the Engagement Services product.

See PeopleSoft Enterprise CRM 8.9 Order Capture Applications PeopleBook.

Defining Products

To define products, use the Product Definition (PROD_DEFN) component.

This section discusses how to:

Define product information.
Define external product descriptions.
Define actions for a product.
Define product attributes.
Attach files to product definitions.
Define installed product rules.
Attach images to product definitions.
Associate branch scripts with products.
Add products to product groups.
Define product availability for regions.
Track competing products.

Pages Used to Define Products

Page Name	Object Name	Navigation	Usage
Product Definition - Definition	PROD_DEFN	Products CRM, Product Definition, Definition	Define product information.
Product Definition - External Description	PROD_EXT_DESCR	Products CRM, Product Definition, External Description	Define a product's external description.
Product Definition - Actions	RBT_PROD_ACTION	Products CRM, Product Definition, Actions	Define actions that occur during the life cycle of a product.
Product Definition - Attributes	RB_ATTR_RUN_PROD	Products CRM, Product Definition, Attributes	Define product attributes such as dimensions, materials used in manufacturing, and color.
Product Definition - Attachments	PROD_ATT	Products CRM, Product Definition, Attachments	Attach files to a product.
Product Definition - Installed Product	PROD_INSTALL	Products CRM, Product Definition, Installed Product	Define rule sets for processing installed products.
Product Definition - Product Groups	PROD_GROUP_LNK	Products CRM, Product Definition, Product Groups	Add products to product groups.
Product Definition - Images	PROD_IMAGES	Products CRM, Product Definition, Images	Attach images of different sizes to a product.
Product Definition - Branch Scripts	PROD_BSCRIPT	Products CRM, Product Definition, Branch Scripts	Associate a branch script with a product.
Product Definition - Regions	PROD_REGION	Products CRM, Product Definition, Regions	Define sales regions for products.
Product Definition - Competitors	PROD_COMPTTRS	Products CRM, Product Definition, Competitors	Track competitors' products.

Defining Product Information

Access the Product Definition - Definition page.

Note. Slightly different views of this page appear depending on the product type that you select when you add the product definition. The display template that you associate with the product type controls how the page appears.

See Product Definitions in PeopleSoft CRM, Configuring Display Templates.

Product Details

This is information that identifies the product, and appears for all product types. The specific fields that appear vary depending on the requirements of the product type. For example, engagement services do not have a catalog number, model number, brand, or category.

Model Number and Catalog Number

Enter the product catalog number and model number if a product appears in another vendor catalog.

Order Standalone By

This group box appears for all product types.

Business	Select if the product is available as a standalone product (not part of a package) to businesses.
Consumer	Select if the product is available as a standalone product to consumers.

Note. If you do not select either of these options, the system treats the product as one that is available only as a package component.

Pricing

For packages, indicate the pricing method. This information appears for standard products and for package products.

at Top Level

Select to use the price that is defined on the Product Price page for the package price.

at Component Level

Select to calculate the package price as the sum of the prices for each component in the package.

Note. When you select the at Component Level option, define the price for each component of the package using the Package Component Pricing page.

Regardless of the pricing option that you select, the total price for the product package is stored in the PROD_PRICE record.

Configuration Information

If the implementation includes PeopleSoft Advanced Configurator, the check boxes in the Configured Packages group box define the configuration attributes for the product. This group box appears for products of type Standard and Package.

Configured Package

Select if the product is a fully configured package. A fully configured package uses the product configurator at runtime and creates a package based on the selections for the configurator model.

Model

Enter the configuration model, user interface, output, and pricing that are used to configure the package.

Template

Enter the name of the agreement template that is used to record the service agreements for a service product.

Examples of service product agreements include maintenance and repair agreements, product support agreements, cleaning service agreements, and replacement warranties.

See Product Modeling with a Component Model.

Inventory

This group box appears only for products of type Standard.

Item ID

Enter an item ID to associate with the product. If you created the product from an item, the item ID on the Item Definition page appears here.

Note. Clear the Item Required check box on the Product Options page to save products without an item ID.

Agreements

This group box appears only for products of type Service Agreement.

Template ID

Enter the name of the agreement template that defines the service agreement.

Tax Parameters

This group box appears for products of type Service and Service Agreement. The information that you enter in this group box determines how the service is classified for tax purposes.

Duration

This group box appears for products of type Service and enables you to enter the duration and frequency of the service.

See Also

Establishing Product Prices

Creating Product Definitional Elements

Defining External Product Descriptions

Access the Product Definition - External Description page.

External Description and Long External Description

Enter short and long external descriptions for the product. The text can include any HTML tags except:

<html> and </html>

<title> and </title>

<header> and </header>

<body> and </body>

These main structure tags are unnecessary because they are included in the standard PeopleSoft-generated page.

Note. Be sure that the HTML code follows proper HTML formatting rules.

Preview

Click to preview the short and long descriptions.

Defining Product Actions

Access the Product Definition - Actions page.

This page enables you to add actions to a product and view the actions for the product. The actions that are available are determined by setID and if the action is performed by an application method, the Application Method and Application Name fields show the relevant information.

Defining Product Attributes

Access the Product Definition - Attributes page.

Order Capture Attributes

Choose an option for processing of order capture line attributes. The PeopleSoft Order Capture application uses these options to determine how it processes line attributes. Setting either the Never has Attributes or the Always has Attributes option increases performance because the attributes engine does not need to check for attributes when these options are set.

This field is not required. If left blank, Conditionally has Attributes is assumed to provide backward compatibility with existing functionality.

Possible values are:

Never has Attributes

Use this setting to indicate that product does not have order capture line attributes. Because attributes are never collected at order processing time for this product when this option is set, Order Capture performs better because it does not need to do the attributes calculation for the product. This increases response times when adding a product to an order and opening up existing orders.

Always has Attribute

Use this setting if the product has order capture line attributes. Attributes are always collected at order processing time for this product.

Conditionally has Attributes

Use this setting if the product sometimes has order capture order line attributes. Attributes are collected at order processing time under certain conditions that are based on the values of the order line. This conditional aspect of the attributes is determined at runtime by the attributes engine. Using this option can negatively affect response time.

Note. The specific attributes that you can enter on this page are defined at system installation.

See Configuring Attributes.

Attaching Files to Product Definitions

Access the Product Definition - Attachments page.

File Name

Click to view the contents of the attachment.

Type

Select the attachment type. Options areProspectus, Disclosure, Literature, and White Paper.

Required

Select to indicate if the user must view the attachment before ordering the product or if the information is supplemental.

Warning! For product images uploaded to a DB2 platform, the maximum image size is 32K.

See Also

Adding Attachments to Notes

Defining Installed Product Rules

Access the Product Definition - Installed Product page.

See Defining Creation and Update Rules for Installed Products, Setting Up Product Registration.

Attaching Images to Product Definitions

Access the Product Definition - Images page.

Image Size

Select the size of the image that you want to associate with the product. Options are Large Image, Medium Image, Small Image, and Zoom Image. You can attach one image of each size.

Browse

Click to locate, upload, and attach an image.

Note. You can upload and view only JPEG type images. The maximum size of the JPEG file depends on the database platform that you are using. Most systems can handle images up to 32 kilobytes.

Associating Branch Scripts with Products

Access the Product Definition - Branch Scripts page.

Script Type

Select a branch script type. Options are External Application, Internal Application, and Upsell. You can save only one script per type on this page.

Note. Up-sell scripts are used to launch a series of questions that enable a customer service representative to sell products on the phone. PeopleSoft CRM uses the internal and external scripts for financial services for the Sales Entry transaction.

Script Name

Enter the script ID number or the script name.

See Also

Defining Scripts

Adding Products to Product Groups

Access the Product Definition - Product Groups page.

Product Group Type

Select a product group type. The system comes with predefined product group types that fall into the following categories: pricing, reports, sales buying agreements, transportation lead times, and taxes.

Product Group

Enter the number or name of a product group. A single product can belong to multiple product groups within each group type.

Primary Reporting

Select to indicate a single primary reporting product group when associating multiple groups with the Reporting group type. Statistics are distorted if a product appears on the report under every reporting group to which the product is linked.

Primary Pricing

Select to indicate a primary pricing product group if you've entered multiple groups of the Pricing group type.

See Also

Defining Product Group Codes

Defining Product Availability for Regions

Access the Product Definition - Regions page.

Region Options

All Regions	Select if the product is available to customers in all regions. Note. If you select this option, the system disregards the regions that are associated with particular products.
Only in Regions below	Select to make the product unavailable in all regions except those that you specify.
All except Regions below	Select to make the product available in all regions except those that you specify.
Region ID	Enter one or more region codes if you select either the Only in Regions below option or the All except Regions below options.

See Also

Setting Up Regions

Tracking Competing Products

Access the Product Definition - Competitors page.

Competitor Code

Enter a competitor code. You can create reports to perform analysis using competitor product information.

Assigning Product UOMs

To assign product UOMs, use the Product Unit of Measure (PROD_UOM) component.

This section discusses how to assign UOMs.

Page Used to Assign Product UOMs

Page Name	Object Name	Navigation	Usage
Product Unit of Measure	PROD_UOM	Products CRM, Product Unit of Measure, Product Unit of Measure	Select the UOMs that apply to the product. Define minimum and maximum order quantities, valid order increments, and minimum selling prices for the product when sold by that UOM.

Assigning Product UOMs

Access the Product Unit of Measure page.

UOM

UOM	Enter a UOM that applies to sales order units for the product.
Minimum Quantity and Maximum Quantity	Enter minimum and maximum order quantity fields. The order entry and quotation entry systems place the order line on hold if these limits are violated.
Increment	Enter a value if a product can be sold only in specific increments.

Defining Product Package Components

To define product package components, use the Package Components (PRODKIT) component.

This section lists prerequisites and discusses how to define product package components.

Prerequisite

Before you can define product package components, you must specify a package level in the product definition.

See Also

Defining Products

Page Used to Define Package Components

Page Name	Object Name	Navigation	Usage
Package Components	PRODKIT_SUMMARY	Products CRM, Package Components, Package Components	Define the components of a product package, specify the maximum and minimum number of optional or required components that a customer can select, and specify (for each component) the maximum and minimum quantity that a customer can order.

Defining Product Package Components

Access the Package Components page.

Minimum Total Components and Maximum Total Components

Enter the minimum and maximum number of components that a customer must purchase to complete an order.

Package Hierarchy

Displays the components of primary and nested packages using a tree diagram.

Package Components

Component	Enter the ID for each product or package that you want to add to the primary package. A package can consist of a number of individual products and secondary packages. Note. You cannot add a configured product to a package. Configured products within packages are not supported.
Default Quantity	Enter the default quantity for the component. This number must be between the minimum and maximum quantity for the component.
Assembly and Order	Select whether the component quantity is per package (assembly) or per order. For example, suppose that you need to deliver a manual with a computer package and the customer orders several packages. To send one manual with each ordered package, select Assembly. To send one manual with the entire order (regardless of the number of packages in the order), select Order.
Minimum and Maximum	Enter the minimum and maximum quantity that a customer can order per component. For example, if a particular component of a package is required but you can only order one, enter 1 in the Minimum field and 1 in the Maximum field. If a component is an optional part of a package, but you can order a maximum of two, enter 0 in the Minimum field and 2 in the Maximum field. Note. A minimum quantity of 0 means that the component is optional.
OK to Ship Without	Select to ship the available product package components without waiting for this component.

Establishing Product Prices

To establish product prices, use the Product Price (PROD_PRICE) and the Package Component Pricing (PRODKIT_COMPS_PRC) components

This section provides an overview of product pricing and discusses how to:

Set prices for individual products or product packages by using top-level pricing.
View prices for package components.

Understanding Product Pricing

The sources and definitions of product prices vary depending on how you define products. Note these differences:

Prices for products that are created in PeopleSoft SCM or a third-party SCM system are defined by inventory business units unless the product is nonstockable (for example, a service such as installation).

When you synchronize with a SCM system, you must enter the inventory business units into the Business Unit table in the PeopleSoft CRM system.
Product definitions created in PeopleSoft CRM do not require the inventory business unit field.

In PeopleSoft CRM, the inventory business unit is unknown when a product is ordered, and the system uses the lowest price from any inventory business unit associated with the product.

PeopleSoft Inventory 8.8 PeopleBook

Pages Used to Establish Product Prices

Page Name	Object Name	Navigation	Usage
Product Price	PROD_PRICE	Products CRM, Price, Product Price	Set prices for standalone products and for product packages by using top-level pricing.
Package Component Pricing	PRODKIT_COMPS_PRC	Products CRM, Package Component Pricing, Package Component Pricing	View prices for each package component for product packages that uses component-level pricing.

Setting Prices for Individual Products or Product Packages by Using Top-Level Pricing

Access the Product Price page.

Ship From Business Unit

Inventory Unit

Enter the warehouse's inventory business unit. This field is validated against the BUS_UNIT_TBL_FS table in PeopleSoft CRM. This field is optional for a noninventoried product.

Note. Inventory business units are established in PeopleSoft SCM or the order fulfillment system. They are synchronized with PeopleSoft CRM using a business unit enterprise integration point (EIP).

Currency

Enter the currency that is used for the inventory business unit.

Pricing Details

List Price	Enter the product list price. The system applies price adjustments against the list price.
Frequency	Select the frequency of the recurring price.
Package Pricing	Click to view package component pricing details (available only for packages that are priced at the component level).

Viewing Prices for Package Components

Access the Package Component Pricing page.

This page lists the components of the package, the dates on which the component became part of the package, and the date it became obsolete in the package.

See Also

Assigning Product UOMs

Defining Product Package Components

Defining Products

Setting Up Currencies

Managing Product Relationships

This section provides an overview of product relationships, lists prerequisites, and discusses how to define product relationships.

Understanding Product Relationships

PeopleSoft CRM comes with a number of predefined relationship types that enable you to define relationships between products:

Complement

A complement is an accessory to another product. For example, a headset or carrying case might be a complement to a cell phone.
Cross-sell

A cross-sell is a product that enhances or extends the capabilities of another product. For example, a DVD player might be a cross-sell for a television.
Up-sell

An up-sell is a product that is superior to the product that the customer inquires about or orders.
Product alternate

A product alternate is offered in place of another. For example, suppose that the delivery time for a product does not meet the customer's needs. In that case, you might offer a product alternate.
Prerequisite

A prerequisite is a product that is required for another product to function properly.
Replacement product

A replacement product is offered in place of another product that a customer orders if the original product is no longer available.
Service feature

A service feature for a product enhances the main product or service. For example, related service features for wireless service might include caller ID and call waiting.
Agreement

Relates products to all the service agreements that cover that product.

Prerequisites

Before you define relationships between products, you must:

Review the available relationships that are delivered with the system.
Define additional relationships that are required by the business.
Specify optional relationship attributes.

See Also

Setting Up Product Relationship Codes

Pages Used to Manage Product Relationships

Page Name	Object Name	Navigation	Usage
Product Relations	PROD_RELATIONS	Products CRM, Relationships, Product Relationships	Define relationships between products.
Relationships Overview	PROD_REL_OVERVIEW	Products CRM, Relationships, Relationships Overview Click the View All link on the Product Relationships page.	View effective relationships between products.

Defining Product Relationships

Access the Product Relationships page.

Product Relationship

Select the relationship between the product in the Product field and the product in the Product ID field.

Product ID

Enter the ID of the product that you are relating to the product in the Product field.

Start Date and End Date

Enter the start and end dates of the relationship.

Entering Product Notes

This section lists prerequisites and discusses how to enter product notes.

Prerequisite

Before you can associate a standard note with a product, you must define the note on the Standard Notes page.

See Working with Notes and Attachments.

Page Used to Define Product Notes

Page Name	Object Name	Navigation	Usage
Product Notes	PROD_NOTE	Products CRM, Product Notes, Notes	Enter standard or custom product notes.

Entering Product Notes

Access the Notes page.

Sequence

Enter a sequence number to specify the order in which notes appear on documents.

Classification

Select Standard or Custom.

Standard Note Code

Enter the code of a standard note to associate with the product.

Note Type

Enter the note type for a custom note associated with the product.

Text

Enter the note text for a custom note. If you use a standard note, this field displays the predefined note text.

See Also

Setting Up Note Types

Creating Standard Notes and Product Notes

Entering and Viewing Notes

File Name	Click to view the contents of the attachment.
Type	Select the attachment type. Options areProspectus, Disclosure, Literature, and White Paper.
Required	Select to indicate if the user must view the attachment before ordering the product or if the information is supplemental.

Product Group Type	Select a product group type. The system comes with predefined product group types that fall into the following categories: pricing, reports, sales buying agreements, transportation lead times, and taxes.
Product Group	Enter the number or name of a product group. A single product can belong to multiple product groups within each group type.
Primary Reporting	Select to indicate a single primary reporting product group when associating multiple groups with the Reporting group type. Statistics are distorted if a product appears on the report under every reporting group to which the product is linked.
Primary Pricing	Select to indicate a primary pricing product group if you've entered multiple groups of the Pricing group type.

Minimum Total Components and Maximum Total Components	Enter the minimum and maximum number of components that a customer must purchase to complete an order.
Package Hierarchy	Displays the components of primary and nested packages using a tree diagram.

Product Relationship	Select the relationship between the product in the Product field and the product in the Product ID field.
Product ID	Enter the ID of the product that you are relating to the product in the Product field.
Start Date and End Date	Enter the start and end dates of the relationship.

Sequence	Enter a sequence number to specify the order in which notes appear on documents.
Classification	Select Standard or Custom.
Standard Note Code	Enter the code of a standard note to associate with the product.
Note Type	Enter the note type for a custom note associated with the product.
Text	Enter the note text for a custom note. If you use a standard note, this field displays the predefined note text.