Working with Installation, Configuration, and Administration

This chapter provides overviews of installation and configuration and the integration between Oracle's PeopleSoft Enterprise CRM and the third-party wireless solution, and discusses how to administer Oracle's PeopleSoft Enterprise Mobile Sales for BlackBerry.

Understanding Installation and Configuration

PeopleSoft Enterprise Mobile Sales for BlackBerry runs on the PeopleSoft Enterprise Sales application.

Installation Tasks

The complete installation of this integrated product can be divided into these high-level tasks:

Install PeopleSoft Enterprise Mobile Sales for BlackBerry from the PeopleSoft product CD.

Refer to the installation document for more information.
Install Wireless WorkSpace solutions (server and management console) from the application CD.

Refer to the PeopleSoft Wireless WorkSpace Console & Server Installation Guide for more information.

Configuration on Wireless WorkSpace Console

After the installation is completed, you can use the web-based management console to perform setup tasks and specify configuration settings on the server. For example, you can:

Add, delete, and manage BlackBerry device users.
Add, delete, and manage profiles to which users are assigned.
Select fields for each entity (and the order in which they appear) to appear on the device and update field labels.

Users of the same profile share the same set of entity and field display on their devices.
Set up the time interval for data synchronization between the CRM server and BlackBerry devices.
Send data to users' devices.

This is similar to performing a full synchronization.

Refer to the administrator guide (online help) for more details on the types of information and setup that can be managed through the PeopleSoft Wireless WorkSpace Console.

Understanding Integration Between PeopleSoft CRM and Third-Party Wireless Solution

PeopleSoft CRM provides real-time synchronous access of data and business rules to the Wireless WorkSpace server through CIs. These CIs are exposed as web services, which allow the Wireless WorkSpace server to access methods and properties that are defined in them and thus relay sales information that is received from or intended for BlackBerry devices within the network.

To use these web services, the Wireless WorkSpace server consumes, composes, and transmits Simple Object Access Protocol (SOAP) messages using Web Services Description Language (WSDL) documents that are generated for each CI. In Integration Broker, a node is defined for this integration and the Simple Object Access Protocol to CI (SOAPTOCI) message is activated to allow synchronous transactions. You can modify the authentication option in this node as needed.

Delivered Component Interfaces

PeopleSoft CRM includes CIs to provide efficient data update and distribution for various sales entities for both the CRM system and BlackBerry devices. They can be grouped into these categories:

List component interfaces.

These are responsible for pushing all the relevant entity information to the Wireless WorkSpace server. They know which data records have been changed or added since the last synchronization. The shape of these CIs contains all fields that are exposed on BlackBerry devices. This design provides optimal performance because it reduces unnecessary handshaking that occurs during each synchronization transaction between the PeopleSoft and third-party platforms.
Update/Create component interfaces.

These CIs are responsible for synchronizing data records, which have been changed, back to the CRM system, particularly atomic transactions that involve the update and creation of data records from the BlackBerry handheld. These CIs expose only essential fields that are shown and used in BlackBerry devices.
Metadata component interface.

This CI exposes metadata attributes, such as the shape of the CIs, their properties, default values, and data types. It allows the Wireless WorkSpace server to collect information about any given CI and its properties, and hence be able to react to certain code changes that may have been performed by a customer, for example, label changes.
Lookup prompt component interface.

Application data, for example, XLAT values (translate values), prompt tables and prompt values, are exposed through this CI.
Sales user preferences component interface.

This CI includes the user's global preferences, such as the sales business unit, person ID, and default currency code.

Component Interface Name	Type	Description
RIM_CDM_LIST Combined Contact and Company List Request	List	Returns a collection of contact, call report, and company information. Contacts and companies being sent down to the device are driven by the dataset rules that are defined for each BlackBerry user.
RIM_LE_OPP_LIST Combined Lead and Opportunity List Request	List	Returns a collection of lead and opportunity information. Leads and opportunities being sent down to the device are driven by the dataset rules that are defined for each BlackBerry user.
RIM_TASK_LIST Task List Request	List	Returns a collection of task information. Contacts and companies being sent down to the device are driven by the dataset rules that are defined for each BlackBerry user.
RIM_PERSON Contact Update/Create Request	Update/Create	Used to manage contact information. It enables the user to create or update contact information on the device and send it back to the server.
RIM_COMPANY Company Update/Create Request	Update/Create	Used to manage company information. It enables the user to create or update company information on the device and send it back to the server.
RIM_LEAD Lead Update/Create Request	Update/Create	Used to manage lead information. It enables the user to create or update lead information on the device and send it back to the server.
RIM_OPPORTUNITY Opportunity Update/Create Request	Update/Create	Used to manage opportunity information. It enables the user to create or update opportunity information on the device and send it back to the server.
RIM_TASK Task Update/Create Request	Update/Create	Used to manage task information. It enables the user to create or update task information on the device and send it back to the server.
RIM_CALL_REPORT Call Report Update/Create Request	Update/Create	Used to manage call report information. It enables the user to create or update call report information on the device and send it back to the server.
RIM_METADATA_CI Metadata Request	Metadata	Contains metadata information. This CI is used by the PeopleSoft Wireless WorkSpace Console to determine metadata attributes of a CI.
RIM_SALES_LOOKUP Lookup/Pick List/Translate Values Request	Lookup Prompt	Contains system data, such as task types, state codes, country codes, and fallout reason codes for opportunities.
RIM_OPR_GBL_PREF Global Preference Request	Sales User Preferences	Contains the BlackBerry user's global preferences, such as the user's sales business unit, person ID, and default currency code.

Customization Considerations

You can take advantage of the placeholder fields to support synchronization of additional data with minimum effort.

Placeholder Fields

PeopleSoft Enterprise Mobile Sales for BlackBerry provides 10 blank fields, each 70 characters long, at level 0 of each entity. As a customization effort, you can use them for displaying custom fields as well as delivered fields that were not exposed in the List CIs. For example, you can use a blank field to add the Campaign Name field to the Lead entity to suit your business needs.

These blank fields are delivered as read-only fields.

Here are the high level steps for enabling the use of placeholder fields in the application:

Open the target List CI in application designer.
Find the record of the placeholder field that you want to use, and add the desired label for that field.
Define the placeholder field label (in the Record Field label ID field) on the Record Field Properties dialog box.
Add RowInit code to populate the placeholder field.

You can modify the label of fields that are exposed to PeopleSoft Enterprise Mobile Sales for BlackBerry in two ways, using the PeopleSoft Application Designer or the PeopleSoft Wireless WorkSpace Console. Label change you made on these fields in the PeopleSoft Application Designer takes effect on profiles that are created after the change, and does not impact existing profiles.

Data Distribution and Security

BlackBerry devices, compared to workstations, are limited in processing power and storage capacity. To enable efficient and secured data distribution from the CRM server to all BlackBerry devices without causing potential system overload, PeopleSoft CRM performs role-based data filtering and data distribution for each device using datasets. Each CI is associated with a dataset to determine the set of data that is passed to BlackBerry devices.

Datasets enable you to limit the amount of data and decide which set of data to download to each BlackBerry device by associating dataset rules with dataset roles. Dataset rules specify data subsets in the CRM system. Dataset roles contain collections of dataset rules, which determine the final set of data that users of these roles get in their BlackBerry devices when data synchronization occurs. The role-based data distribution mechanism provides the following benefits:

Data Security.

Sales lead information is often sensitive and is not shared by everyone in the organization. Dataset rules are the perfect tool to implement restrictive data access. For example, if you want lead owners to be able to see only the lead information, you can set up a dataset rule that passes leads to the BlackBerry device only if its user is the owner of the lead. Other users will not see it even if they have the same role.
Data Relevance.

BlackBerry devices are limited in processing power and storage capacity; therefore, dataset rules need to be carefully designed so that users can access all the data that they need to be successful while not reaching the size limit. Specifically, PeopleSoft Enterprise Mobile Sales for BlackBerry limits the maximum number of data instances to download to the devices as part of the setup for mobile data distribution setup. As a result, users are more likely to get a set of data that is useful and relevant to their job functions because they cannot afford to store unwanted data on their devices.

For more information about mobile data distribution, refer to the chapter on using datasets in the PeopleSoft Enterprise Components for CRM 9 PeopleBook.

Important! While you can modify the number of maximum entity data records (the limit by count value) to download for each entity, note that when you increase the number of downloaded records for one entity, you need to reduce this number for other entities to keep the total number of downloaded records to approximately 200 (the recommended number that resulted from our testing environment). Refer to the Local Data Storage Limitation section in this document for more information.

In addition, be aware of the amount of data that is being sent to the device for entities such as companies and contacts. Each component interface has a limit by count value that is defined under Enterprise Components, Component Configurations, Mobile, Mobile Data Distribution. Data integrity issues to other objects can occur when these limits are breached.

For further discussion on mobile data distribution and datasets, refer to the datasets chapter that is available in the PeopleSoft Enterprise Components for CRM 9 PeopleBook.

Delivered Dataset Rules

PeopleSoft Enterprise Mobile Sales for BlackBerry delivers five datasets, each of which contains a list of dataset rules that you can associate with dataset roles to delineate the final set of data to be downloaded for users of these roles.

To access datasets that are delivered for this application, navigate to Enterprise Components, Component Configurations, Datasets, Dataset Rules. The name of these datasets starts with the prefix RIM.

See PeopleSoft Enterprise Components for CRM 9 PeopleBook, “Using Datasets”

Delivered Dataset Roles

PeopleSoft Enterprise Mobile Sales for BlackBerry delivers two dataset roles: RIM Sales Rep and RIM Sales Manager. Each BlackBerry device user must be assigned to one of the two roles in the PeopleSoft system before synchronization begins.

Note. To create or remove administrator privileges for specific roles, you must manually make changes to permission lists for the role or create new roles.

See PeopleSoft Enterprise Components for CRM 9 PeopleBook, “Using Datasets”

See Setting Up Security and User Preferences.

Bulk User Export

PeopleSoft Wireless WorkSpace Console provides an option to invite new users in bulk to register in the console and download the PeopleSoft Enterprise Mobile Sales for BlackBerry application on their devices. It reads the user information that is stored in a .csv (comma separated values) file and sends invitation email to users accordingly.

In PeopleSoft CRM, you can generate the .csv file that contains information of all sales users in the system. When you make a request to export users on the .csv file, an application engine program (RIM_USR_GEN) runs and it picks up sales users who are associated with any of the dataset roles that are specified on the page and have email addresses on their worker records. The .csv file includes user information (first name, last name, and email address) that is required by the console to send invitations.

The CRM system keeps records of users who are exported successfully and those who aren't in stage tables. These two lists are available for review on the run control page. For users who fail to be exported (for example, missing email addresses), you can fix the issue on their worker records and export them again using a new run control ID. For users who are exported, their person IDs are logged in the stage table so that they will not be included in future .csv file instances. The logging of exported users allows for efficient incremental user export, which ensures that new sales users who need the mobile application have access to it, and prevents users from receiving duplicate invitations.

The .csv file (RIM_USERS.CSV) is posted on the FTP server at a location that is specified in the RIM_USR_GEN_FTP entry on the URL Maintenance page.

Refer to the chapter on using PeopleTools utilities for more information about URL maintenance.

Administering PeopleSoft Enterprise Mobile Sales for BlackBerry

This section discusses how to:

Export user information.
Specify setup options.
View synchronization statuses.

System administrators are responsible for performing these tasks.

Note. This section covers two administrative tasks to be performed in the PeopleSoft system. Refer to the documentation on the Wireless WorkSpace Console for more discussion of product administration.

Pages Used to Administer PeopleSoft Enterprise Mobile Sales for BlackBerry

Page Name	Object Name	Navigation	Usage
Export User Information	RIM_USR_GEN_PG	Set Up CRM, Install, BlackBerry, Export User Information, Export User Information	Export user information in .csv files, which are used in the PeopleSoft Wireless WorkSpace Console for sending bulk email invitations.
BlackBerry Setup Options	RIM_SETUP_OPTNS	Set Up CRM, Install, BlackBerry, Setup Options, BlackBerry Setup Options	Specify setup options that are used by the sales application for BlackBerry devices.
Synchronization Status	RIM_SYNC_STATUS	Set Up CRM, Install, BlackBerry, Synchronization Status, Synchronization Status	View synchronization activities for users.

Exporting User Information

Access the Export User Information page.

Select Role(s) for users to be exported

Specify roles for users whom you want to export to the .csv files. Typically, select RIM Sales Rep and RIM Sales Manager.

Run

Click to start the AE process to generate the .csv file. The button is disabled after the process has begun.

The generated .csv file is posted on the FTP server at a location that is specified in the RIM_USR_GEN_FTP entry on the URL Maintenance page. Administrators use this file to import users into the PeopleSoft Wireless WorkSpace server. Refer to the online help of the console for information about user import.

Successful Export

Display the list of users who have been successfully exported to the .csv file.

Failed Export (Blank E-mail Address)

Important! To ensure that users can be exported successfully, each of them must have a valid primary email address specified on the Person component for the worker role.

Clear Stage Tables

Click to clear the contents of the stage tables for both successful and failed exports. This applies to all run control IDs.

Important! Exercise caution before clicking this button because it deletes the history of users who were exported successfully in the past. The next generated .csv file will include all users in the system who have the specified roles regardless of whether they were exported already.

Specifying Setup Options

Access the BlackBerry Setup Options page.

Use this page to specify setup data, such as purchasing options and default contact method types to be used in the application. Due to limited storage space in the mobile device, you can specify the maximum number of level 1 rows to be downloaded for the corresponding entity. For example, if the collection unit is set to 5 for contact notes, only five of them will be downloaded to the device for the contact entity based on the last maintained synchronization date and time.

Description	Enter the setup option description. PeopleSoft CRM delivers one setup option profile, BlackBerry Default Options, with the application.
Purchasing Option	Select the purchasing options that apply to customers. Options are Bill To Customer, Ship To Customer, and Sold To Customer. When you add a customer on the BlackBerry device, the customer will have the purchasing options that are selected here.
Address Purpose Type, Phone Purpose Type, and Email Purpose Type	Enter default contact method types to be used for addresses, phone numbers, and email addresses that are created on BlackBerry devices.
Dynamic Search Refresh	Enter the count on which the CRM server sends key values for dynamic search to the Wireless WorkSpace server depending on the lead and opportunity dataset rules. For example, if this field value is set to 3, the CRM server sends key values to the Wireless WorkSpace server on every third dynamic search request on leads and opportunities.

Viewing Synchronization Statuses

Access the Synchronization Status page.

This page provides the synchronization information for each selected user. On each row, it captures the entities and type of information being synchronized, and when the last synchronization occurred. It is for informational purposes only.

Select Role(s) for users to be exported	Specify roles for users whom you want to export to the .csv files. Typically, select RIM Sales Rep and RIM Sales Manager.
Run	Click to start the AE process to generate the .csv file. The button is disabled after the process has begun. The generated .csv file is posted on the FTP server at a location that is specified in the RIM_USR_GEN_FTP entry on the URL Maintenance page. Administrators use this file to import users into the PeopleSoft Wireless WorkSpace server. Refer to the online help of the console for information about user import.
Successful Export	Display the list of users who have been successfully exported to the .csv file.
Failed Export (Blank E-mail Address)	Important! To ensure that users can be exported successfully, each of them must have a valid primary email address specified on the Person component for the worker role.
Clear Stage Tables	Click to clear the contents of the stage tables for both successful and failed exports. This applies to all run control IDs. Important! Exercise caution before clicking this button because it deletes the history of users who were exported successfully in the past. The next generated .csv file will include all users in the system who have the specified roles regardless of whether they were exported already.