Understanding PeopleSoft Search Framework Implementation for CRM

PeopleTool’s PeopleSoft Search Framework (PeopleSoft Search) provides a standard, declarative method for creating, deploying, and maintaining search indexes for all PeopleSoft applications. PeopleSoft Search is a PeopleTools indexed search technology that relies on the integrated search engine by way of Integration Broker. It creates and updates indexes in the search engine, and requires the use of PeopleSoft Query or Connected Query to create search definitions that identify the objects and attributes to make available to the indexes. Integration Broker provides the interface between PeopleSoft Search Framework and the search engine to deploy the search definitions, build the indexes, and return the search results.

In CRM, PeopleSoft Search is enabled in a number of components to perform keyword searches on CRM data as part of their business processes. Out of the box, the search capability is used in these areas:

• Search of catalog products in the ordering or quoting process (Order Capture and Order Capture Self-Service applications), when creating proposals in leads and opportunities (Sales application), or in the product catalog pagelet.

• Search of solutions when processing cases (Call Center and Call Center Self-Service applications), service orders, defects and inbound email messages.

• Search of defects when processing fixes in Quality Management and cases.

• Search of fixes when processing defects in Quality Management and cases.

• Search of related cases when processing cases.

• Search of troubleshooting guides when processing cases.

• Search of related service orders when processing service orders.

• Search of documents (in the form of template package definitions) when processing inbound email messages.

• (Background processing) Identification of categories for inbound unstructured email messages.

• (Background processing) Routing of inbound email messages to group worklists based on analysis of email content.

The Understanding PeopleSoft Search Framework Definitions for CRM topic discusses the setup elements that are delivered for using PeopleSoft Search in CRM applications.

For information on each of the business processes mentioned in this bulleted list, refer to relevant CRM application topics.

For complete information about managing PeopleSoft searches in the PeopleSoft system in general, refer to the PeopleTools: Search Technology product documentation.