PeopleSoft Enterprise Strategic Account Planning Preface

This preface discusses:

• Additional resources.

• PeopleSoft Enterprise Customer Relationship Management (CRM) application fundamentals.

• PeopleSoft Enterprise CRM automation and configuration tools.

• PeopleTools PeopleBooks.

Note. This PeopleBook documents only page elements that require additional explanation. If a page element is not documented with the process or task in which it is used, then either it requires no additional explanation or it is documented with common elements for the section, chapter, PeopleBook, or product line.

Additional Resources

The following resources are located on the PeopleSoft Customer Connection website.

PeopleSoft Enterprise CRM Application Fundamentals

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

The PeopleSoft Enterprise CRM 8.9 Application Fundamentals PeopleBook contains these parts:

• CRM Multi-Product Foundation.

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

• Workforce Management.

  This part discusses how to administer workers who perform tasks such as support or field service in PeopleSoft CRM. It includes information on competency management and assigning workers to tasks.

• Interactions and 360-Degree Views.

  This part discusses how to manage interactions and set up and use 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 how to set up, administer, and use 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.

• SmartViews

  This part discusses how to set up and use SmartViews to manage key customer segments and accounts in a central environment.

See Also

PeopleSoft Enterprise CRM 8.9 Application Fundamentals PeopleBook

PeopleSoft CRM Enterprise Automation and Configuration Tools

The PeopleSoft Enterprise CRM 8.9 Automation and Configuration Tools PeopleBookdiscusses automation and configuration tools that are common to multiple PeopleSoft CRM applications. This is an essential companion to the PeopleSoft CRM Application Fundamentals 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 CRM workflow, the Active Analytics Framework (OAF), business projects, and scripts.

• Configuration Tools.

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

• Knowledge Management.

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

See Also

PeopleSoft Enterprise CRM 8.9 Automation and Configuration Tools PeopleBook

PeopleTools PeopleBooks

Cross-references to PeopleTools documentation refer to the 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