PeopleSoft Enterprise CRM Mobile Applications Preface

This preface discusses:

• PeopleSoft Enterprise CRM application fundamentals.

• Automation and configuration tools.

• Services foundation.

• PeopleTools documentation.

Note. All information found in this PeopleBook is applicable to PeopleSoft Enterprise CRM mobile applications.

PeopleSoft Enterprise CRM Application Fundamentals

The PeopleSoft Enterprise CRM 8.9 Mobile Applications PeopleBook provides implementation and processing information for PeopleSoft Enterprise CRM mobile applications. However, additional essential information describing the setup and design of the system appears in a companion volume of documentation called 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 consists of important topics that apply to many or all PeopleSoft applications across thePeopleSoft Enterprise CRM product line. Whether you are implementing a single application, some combination of applications within the product line, or the entire PeopleSoft Enterprise CRM system, you should be familiar with the contents of this central PeopleBook. It is the starting point for fundamentals, such as setting up control tables and administering security.

See Also

PeopleSoft Enterprise CRM 8.9 Application Fundamentals PeopleBook

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 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.

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, HelpDesk, and 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.

PeopleTools Documentation

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