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Getting Started with PeopleSoft CRM Call Center Applications
PeopleSoft CRM Call Center Applications Overview
PeopleSoft CRM Call Center Business Processes
PeopleSoft CRM Call Center Integrations
PeopleSoft Call Center Applications Implementation
Defining Call Center Business Units and Display Template Options
Understanding Call Center Business Units
Understanding Display Templates
Understanding Assignment Options
Defining Call Center Business Units
Defining Display Template General Options for PeopleSoft Call Center
Managing Policies Using Case Display Template Actions
Setting Up Call Center Prompt Tables
Understanding Call Center Prompt Tables
Common Elements Used to Set Up Call Center Prompt Tables
Setting Up Basic Prompt Tables for Cases
Setting Up Problem Codes for Material Returns
Setting Up Reason Codes
Setting Up Case Relationship Types and Labels
Setting up Case Matching Criteria
Setting Up RMA Processing
Understanding RMA in PeopleSoft Support
Activating the Required Service Operations
Defining Items
Defining Defaults and Procurement Options for Requisition Processing
Defining Valid Requisition Requester IDs
Setting Up Links to PeopleSoft Purchasing and PeopleSoft Inventory
Synchronizing Problem Codes and Reason Codes
Viewing RMA Statuses
Processing Return-and-Replace RMAs in PeopleSoft Supply Chain Management
Setting Up Links and Related Actions
Understanding Link Setup
Setting Up Content References
Viewing and Modifying Link Definitions
Setting Up PeopleSoft Change Management
Understanding PeopleSoft Change Management Setup
Setting Up Prompt Tables for Change Requests
Setting Up Change Management Business Units
Setting Up Change Management Defaults
Setting Up Template Duration Levels
Setting Up Phase Templates
Setting Up the Task Type Role Map
Setting Up PeopleSoft Quality Management
Understanding PeopleSoft Quality Management Business Units
Defining PeopleSoft Quality Management Business Units
Setting Up User Codes
Setting Up Products
Defining EIP Options for Integration to PeopleSoft or Oracle E-Business HCM
Understanding the Integration Between PeopleSoft CRM and PeopleSoft or E-Business HCM
Loading Initial Data from E-Business HCM
Defining EIP Options
Viewing HR-Related Payroll Information on the 360-Degree View Page
Defining Options for Integration to PeopleSoft Campus Solutions
Understanding the Integration Between PeopleSoft CRM and PeopleSoft Campus Solutions
Viewing Campus Solutions-Related Information on the 360-Degree View Page
Setting Up Full Sync Integration with PeopleSoft HCM
Understanding Full Sync Integration with PeopleSoft HCM
Managing Cases
Understanding the Configurable Case
Understanding Case Access
Understanding Case Management
Managing Basic Case Information
Validating Errors Reported by Callers
Integrating with Third-Party Asset Management Applications
Understanding Employee Relations Case Management
Setting Up ER Case Access
Creating ER Cases
Using the PeopleSoft Fluid Interface to View and Manage ER Cases
Using the PeopleSoft Fluid User Interface to View and Manage HR HelpDesk Cases
Setting Up of the Info Tiles for the Fluid Agent Triage Dashboard as an Administrator
Using the Fluid Agent Triage Dashboard to View and Manage HR HelpDesk Cases
Creating Cases Automatically For HCM Updates
Understanding Automatic Case Creation For HCM Updates
Setting Up Automatic Case Creation
Processing Cases
Understanding Processing a Case
Understanding Solutions
Viewing the Case Summary Page
Adding Notes and Attachments
Adding Tasks to a Case
Reviewing Case History
Managing Related Cases
Managing Related Actions
Identifying Interested Parties
Recording Billing Information
Entering Attribute Information
Selecting, Printing, and Emailing Case Information
Tracking Time Spent on Cases
Understanding Time Logs
Managing Time
Managing Credit Card Payments
Understanding Credit Card Processing
Processing Credit Cards and Reviewing Transactions
Managing Material Returns
Understanding Material Return Processing
Setting Up Material Return Processing
Creating RMA Transactions
Managing Assets
Understanding Asset Management
Prerequisites for Managing Assets
Common Elements Used to Manage Assets
Managing Assets from the Case Page in PeopleSoft HelpDesk
Adding and Reconciling Installed Assets
Understanding Asset Lifecycle Management (ALM) for CRM HelpDesk
CRM Asset Lifecycle Management Business Processes
Asset Management Functionality
Integration Architecture and Data Flow
Understanding Installed Assets
Creating Work Orders from Cases
Understanding Work Order Requests
Creating Work Orders
Viewing Work Orders
Replying to Work Order Information Requests
Working with Services Operational Dashboards
Understanding Services Operational Dashboards
Setting Up Services Operational Dashboards
Working with Services Operational Dashboards
Using the PeopleSoft Fluid User Interface for the HR HelpDesk Dashboard
Viewing PeopleSoft HR HelpDesk Insights
Using Change Management
Understanding Change Request Access
Understanding Change Request Management
Accessing Change Requests
Managing Basic Change Request Information
Managing Notes
Managing Tasks
Reviewing Change Request History
Managing Related Changes
Managing Related Actions
Managing Interested Parties
Managing Defects and Fixes
Understanding Defect and Fix Tracking
Entering Defects
Recording Fixes and Linking Them to Defects
Configuring Self-Service Applications
Understanding PeopleSoft Call Center's Self-Service Application Configuration
Configuring Contact Me Regarding This Problem Notifications
Associating Solutions with Reasons for Closing Cases
Updating Search Descriptions
Configuring Troubleshooting Guide
Working with Self-Service Application Transactions
Understanding Self-Service Transactions
Understanding the Self-Service Home Page Content and Layout
Accessing Self-Service Transactions In PeopleSoft CRM and HCM
Defining the Self-Service Home Page Content and Layout
Viewing the Self-Service Pagelets
Creating Cases
Managing Existing Self-Service Application Cases
Searching for Solutions
Accessing FAQs
Selecting and Running Troubleshooting Guides
Using the Fluid User Interface to View and Manage HR HelpDesk Self Service Application Transactions
Understanding Employee Self Service Home Page
HR Service Center Dashboard
Using the PeopleSoft Fluid Interface to Search Answers
Using the PeopleSoft Fluid Interface to View FAQ
Using the PeopleSoft Fluid Interface to Create Case
Enabling Suggested Solutions for HRHD Fluid Self Service Cases
Using the PeopleSoft Fluid Interface to View Top Solutions
Using the PeopleSoft Fluid Interface to View Cases
Using PeopleSoft Fluid User Interface to View Known Issues
Using the PeopleSoft Fluid User Interface to View HR Shortcuts
Using the PeopleSoft Fluid User Interface to Browse for Solutions By Topic
Understanding HR HelpDesk Self Service and HCM Integration
Setting up PeopleSoft HR HelpDesk Self Service Integration in CRM
Understanding Chat Feature on Fluid HR Helpdesk Components
Setting up Chat Options on Fluid Pages
Integrating a Case with Third-Party Systems
Understanding the Case EIP
Defining Case EIP Functionality
Implementing Case EIP
PeopleSoft Call Center Interactive Reports
Understanding Interactive Reports
Common Elements Used for Interactive Reports
Launching and Viewing Interactive Reports
Integrating Oracle's Enterprise Manager with PeopleSoft CRM HelpDesk
Understanding Oracle’s EM System Integration with PeopleSoft CRM
Setting up Options in PeopleSoft CRM
Deploying and Configuring the PeopleSoft Connector to the EM Console
Delivered Active Analytics Framework System Data for Call Center Applications
Delivered Terms
PeopleSoft CRM Call Center Reports
PeopleSoft CRM Call Center Reports: A to Z
Report Samples