Getting Started with PeopleSoft Enterprise Customer Relationship Management 9 Applications

This chapter provides an overview of PeopleSoft Enterprise Customer Relationship Management (PeopleSoft CRM) and discusses:

PeopleSoft CRM cross-product integrations.
PeopleSoft CRM cross-product implementation.

PeopleSoft Enterprise CRM 9 Application Fundamentals Overview

This book contains essential information describing the setup and design of PeopleSoft CRM and the use of features that are common to multiple applications within PeopleSoft CRM, including information on:

Setting up installation, basic system tables, and security options.
Setting up and using features that are common to multiple PeopleSoft CRM applications, such as notes, search collections, alternate character, interactive reports, and diagnostic reports.
Administering worker information.
Setting up and using interactions and 360-degree views.
Setting up and using self-service applications.
Managing relationships with customers.
Setting up agreements and warranties.
Managing the portfolio of products that you offer.

Note. This book documents the mechanics of setting up and using common PeopleSoft CRM functionality. The use of that functionality within a business process, such as order capture or support, is discussed in the application PeopleBook.

PeopleSoft Enterprise CRM 9 Cross-Product Integrations

PeopleSoft CRM applications integrate with each other and with other external systems. Application-specific integrations are discussed in the application-specific PeopleBooks. The following integrations apply to multiple products:

Integration with PeopleSoft Human Resources Management or other similar systems enables you to synchronize CRM employee records with the system of record for human resources data.
Integration with PeopleSoft Supply Chain Management (SCM) or other similar systems enables you to synchronize customer and product data across systems, which enables many transactions within PeopleSoft CRM, such as manage materials in PeopleSoft Integrated FieldService and PeopleSoft Support and order taking and tracking in PeopleSoft Order Capture.
Integration with PeopleSoft SCM and Financial Management Solutions enables you to display billing information and payment information that is associated with customers in the PeopleSoft CRM 360-Degree View.
Integration with the PeopleSoft business analysis modeler enables you to view realtime multidimensional interactive reports that help you analyze and monitor the key performance indicators in your enterprise.
Integrations that enable the PeopleSoft CRM system to exchange customers with personal information managers such as Microsoft Outlook or Lotus Notes.
The Credit Card EIP (enterprise integration point) enables you to integrate with third-party credit card authorization and payment vendors in PeopleSoft Support and the PeopleSoft collaborative selling applications.

Refer to the implementation chapters in this PeopleBook for detailed information.

PeopleSoft Enterprise CRM 9 Applications Implementation

PeopleSoft Setup Manager enables you to generate a list of setup tasks based on the features that you are implementing. Setup tasks include:

A list of components that you must set up.

This list is the order in which you must setup the components and enter data into them
Links to the corresponding PeopleBook documentation.

Other Sources of Information

In the planning phase of implementation, take advantage of all PeopleSoft sources of information, including the installation guides, data models, business process maps, and troubleshooting guidelines. A complete list of these resources appears in the preface of the PeopleSoft Enterprise CRM Business Object Management PeopleBook, with information about where to find the most current version of each.