Understanding PeopleSoft CRM Industry-Specific Applications

This chapter discusses:

• CRM industry-specific application design.

• CRM industry-specific documentation structure.

• Documentation roadmap.

PeopleSoft CRM Industry-Specific Application Design

Because the structure of the industry-specific documentation is similar to the design of the applications, the best way to understand the documentation is to review the design of the application itself.

For example, the financial services extension is built on the core products of Marketing, Sales, Service, and Customer Analytics.

PeopleSoft CRM Industry-Specific Documentation Structure

Like the applications, the documentation for industry-specific applications consists of two parts: the core application books and a separate industry-specific book.

Core Documentation

The documentation for the core products in PeopleSoft CRM, such as Marketing, Sales, or Service, describes the setup and functionality applicable to all implementations. Thus, while it describes the core set of tools that you can use for your implementation, it doesn’t discuss the industry-specific features that have been set up for you. For information about how PeopleSoft has extended core capabilities to meet your requirements, refer to the industry-specific documentation.

Industry-Specific Documentation

Just as industry-specific extensions in the application address specific industry needs, the industry-specific information in this documentation covers functionality that applies only to those industries. This includes:

• Business objects

• Sites and service locations

• Churn

• Fraud

• Business projects

• Products and services

• Case management

• Self-service

Documentation Roadmap

The core and the industry-specific documentation complement each other, therefore, it is important to read both sets of documentation.

What to Read When

You can approach the documentation in the following way:

• If a process setup is shared between the core application and the industry-specific extension, read the core documentation first and then the industry-specific extension documentation.

  For example, case management is a feature that you first define in the core application and then often continue in the industry-specific extension, because most industry-specific extensions have some type of case management functionality. You would first read the case management information in the core documentation, and then the case management chapter in the industry-specific extension documentation.

• If a process is set up only in the core application, read the core documentation.

• If a process is set up only in the industry-specific extension, read the industry-specific extension documentation.

The chapters following this chapter provide details on industry-specific functions and processes. When the industry-specific extension uses core functionality as delivered, you will see a link to the core documentation.