Understanding PeopleSoft Search Framework Definitions for CRM

PeopleSoft Search Framework uses information provided in these definitions to enable searching in PeopleSoft applications:

  • Search definition queries (in the form of PeopleSoft Query or Connected Query)

  • Search definitions

  • Search categories

  • Search indexes and search index schedules

For each component, transaction or functional area that uses PeopleSoft Search, a query is needed to define the set of data that users can run their searches against at runtime. You build these queries using standard PeopleSoft query tools - PeopleSoft Query or Connected Query.

In some cases, a deletion query is also used to capture data that is removed from the database and therefore shouldn’t be available in searches anymore. In CRM, for example, you want to exclude expired solutions from being searchable in cases, or discontinued products that are taken off of catalogs from being added to orders. With the presence of a deletion query, the searchable set of data can be kept in sync with the corresponding transactional database tables as data gets removed over time.

PeopleSoft CRM delivers queries that are needed for its delivered search functions. Queries are referenced in search definitions.

See PeopleTools: PeopleSoft Search Technology.

PeopleSoft Search Framework builds searches and creates search results using the information provided in search definitions. In a search definition, you reference a query and identify query fields to be available in search index. You can set up role-based, user-based, or row-level security access to search results. In addition, you can specify in the search definition any processing (AE program) that needs to happen before or after the build search index process, as well as query that you have defined to remove obsolete rows of data from the search index as they were removed from database tables.

This table lists the search definitions that PeopleSoft delivers for use in CRM applications:

Search Definition

Description

Page

CR_CO_INBOUND_EMAIL

Used for analyzing content, categorizing and routing of unstructured inbound email messages in the ERMS application.

n/a

CR_CO_PKG_TEMPLATE

Search for documents from inbound emails.

Email Workspace - Search Solutions/Documents Page

CR_CO_SOLUTION

  • Search for solutions from self-service Service Centers to resolve issues.

  • Search for solutions from CRM transactions to resolve issues.

  • Support Service Center, HR Service Center, IT Service Center, Campus Service Center

  • Case - Solution Page

  • Service Order - Solutions Page

  • Quality Management - Solutions Page (defects)

  • Email Workspace - Search Solutions/Documents Page

  • Keyword Solution Search Page

CR_CO_WEBSITES

Search for external contents to resolve issues.

Case - Solution Page

CR_RC_CASE

  • Search for similar cases from self-service Service Centers to resolve issues.

  • Search for related cases from cases.

  • Search for similar cases using predefined match criteria

  • Support Service Center, HR Service Center, IT Service Center, Campus Service Center

  • Case - Solution Page

  • Case component pages where the Match Case button is available

CR_RC_TG_SCRIPT

Search for troubleshooting guides from cases.

Case - Solution Page

CR_RF_SERVICE_ORDER

Search for related service orders from service orders.

Service Order - Solutions Page

CR_RQ_DEFECT

  • Search for defects from cases.

  • Search for defects to link to fixes.

  • Case - Solution Page

  • Quality Management - Defects Page (fixes)

CR_RQ_FIX

  • Search for fixes from cases.

  • Search for fixes to link to defects.

  • Case - Solution Page

  • Quality Management - Fixes Page (defects)

CR_RX_PRODUCT

Search for products to add to sales leads, opportunities, quotes, and orders.

  • Lead - Propose Page

  • Opportunity - Propose Page

  • Order - Entry Form Page

  • Quote - Entry Form Page

  • Find Products Page (Self-Service)

  • Catalog Search pagelet on PIA home page (Self-Service)

CR_GBL_CASE

Search for cases in Global Search

Global Search bar

CR_GBL_FAQ

Search for FAQs in Global Search

Global Search bar

CR_GBL_SOLUTION

Search for solutions in Global Search

Global Search bar

CR_GBL_TG_SCRIPT

Search for troubleshooting guides in Global Search

Global Search bar

CR_RD_PERSON

Search for persons in Global Search

Global Search bar

CR_RD_COMPANY

Search for companies in Global Search

Global Search bar

CR_RD_CONSTITUENTS

Search for constituents in Global Search

Global Search bar

Search Result Security

As delivered, source-level security is enforced in all CRM search definitions. Users who have successfully logged onto the system and have the PeopleSoft User role can run searches against all CRM search definitions (categories), and can view all returned search results.

Another security option that PeopleSoft Search supports is document-level, which can be used to restrict user access to specific search results through security attributes.

Search categories are used to group search definitions in a logical manner. A search definition needs to belong in a search category for it to be useful, because technically, end users run their searches against search categories rather than search definitions. In a system where Global Search is implemented, end users select relevant search categories on the Global Search bar and enter free text to perform searches.

These are search categories that PeopleSoft delivers for CRM (each search category is associated with one search definition with the same name, unless otherwise specified):

  • CR_CO_INBOUND_EMAIL

  • CR_CO_PKG_TEMPLATE

  • CR_CO_SOLUTION

  • CR_CO_WEBSITES

  • CR_GBL_CASE

  • CR_GBL_FAQ

  • CR_GBL_KNOWLEDGE_BASE (include search definitions for cases, FAQs, solutions and troubleshooting guides; for use in Global Search)

  • CR_RD_PERSON (include search definitions for persons; for use in Global Search)

  • CR_RD_COMPANY (include search definitions for companies; for use in Global Search)

  • CR_RD_CONSTITUENTS (include search definitions for constituents; for use in Global Search)

  • CR_GBL_SOLUTION

  • CR_GBL_TG_SCRIPT

  • CR_RC_CASE

  • CR_RC_TG_SCRIPT

  • CR_RF_SERVICE_ORDER

  • CR_RQ_DEFECT

  • CR_RQ_FIX

  • CR_RX_PRODUCT

Before end users can search on application data in the PeopleSoft system, the data needs to be extracted from database tables and inserted in search indexes for the search engine to process search requests. Over time, application data gets updated, added and removed and the search indexes become out of sync. To address the data synchronization issue, the PeopleTools Search Framework provides an index build application engine (AE) process that, when run, generates an XML feed for the searchable application data in PeopleSoft and then crawls and indexes the feed using a crawler plugin provided by the search engine.

Note: The Email Response Management System (ERMS) builds the search index for inbound email as part of the inbound email routing process; it does not need to be built manually.

When implementing PeopleSoft Search Framework for CRM, keep these general considerations in mind.

Case

Secured cases are not included in case index.