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Getting Started with PeopleSoft Customer Relationship Management Applications
PeopleSoft CRM Application Fundamentals Overview
PeopleSoft CRM Cross-Product Integrations
PeopleSoft CRM Applications Implementation
Working with Business Units and TableSet Controls
Understanding Business Units in PeopleSoft CRM
Understanding TableSet Controls in PeopleSoft CRM
Defining Business Units and TableSet Controls
Setting Up General Options
Understanding PeopleSoft CRM General Options
Setting Up Automatic Numbering
Setting Up PeopleSoft CRM Application Installation Options
Setting Up Regions
Setting Up Locations
Setting Up Address Formats and Values
Setting Up Salutation Codes
Defining Alpha Indexes
Setting Up Payment Terms
Defining Units of Measure
Setting Up Data Archiving
Setting Up Security and User Preferences
Understanding PeopleSoft CRM Security
Setting System-Wide Security Options
Implementing Self-Service Security
Defining Application Security
Working with Notes and Attachments
Understanding Notes and Attachments
Setting Up Note Types
Creating Standard Notes and Product Notes
Entering and Viewing Notes
Adding Attachments to Notes
Using Interactive Reports
Understanding Interactive Reports
Launching Interactive Reports
Setting Up Currencies
Understanding Currencies
Setting Up Currencies
Calculating Currency Exchange
Setting Up Credit Card Encryption
Understanding Credit Card Encryption
Understanding Credit Card Verification Number Encryption
Implementing Credit Card Encryption
Securing the Credit Card Component
Changing the Credit Card Encryption Key
Synchronizing Re-Encrypted Data With PeopleSoft Financials
Implementing Alternate Character
Understanding Alternate Character
Configuring the System for Alternate Character Usage
Setting Up Auditing for Cases and Inbound Email
Understanding Audit Information
Setting Up Case and Email Auditing
Running Diagnostic Reports
Understanding PeopleSoft CRM Diagnostics
Registering PeopleSoft CRM Diagnostics
Running PeopleSoft CRM Diagnostic Packages
Setting Up and Maintaining Provider Groups and Group Members
Understanding Provider Groups and Group Members
Establishing Cost Categories for Workers
Defining Provider Groups
Defining Schedules for Provider Groups
Defining Group Assignment Criteria and Competencies
Defining Hierarchy for Provider Groups
Managing Workforce Competencies
Understanding Competencies in PeopleSoft CRM
Setting Up Competency Information in PeopleSoft CRM
Setting Up and Performing Assignment Searches
Understanding Assignment Searches
Setting Up the Assignment Searches
Reviewing and Assigning Provider Groups
Reviewing and Assigning Group Members
Defining Holiday Schedules
Understanding Holiday Schedules
Defining Holiday Schedules, Time Frames, and Sales Quota Rollups
Associating Provider Groups with Holiday Schedules
Associating Workers with Holiday Schedules
Updating Workers' Calendars with Specified Holiday Schedules
Using Calendars
Understanding Calendars
Setting Up Calendars
Viewing Team Calendars
Viewing Provider Group Calendars
Integrating Calendars with Third-Party Applications
Working with Interactions
Understanding Interactions
Modifying Interaction Status
Viewing Interactions
Setting Up the 360-Degree View
Understanding 360-Degree View Setup
Configuring Actions and Transactions for the 360-Degree View
Setting Up the 360-Degree View Tree
Configuring the 360-Degree View
Configuring the 360-Degree View Search Page
Using the 360-Degree View
Understanding the 360-Degree View
Managing 360-Degree Views
Setting Up Customer Self-Service
Understanding Customer Self-Service Setup
Setting Up Guest IDs to Access Self-Service Sites
Setting Up Contact Us Features
Setting Up Product Registration
Working with Customer Self-Service Transactions
Understanding Customer Self-Service
Self-Service Access for Higher Education
Signing In to PeopleSoft CRM Self-Service
Registering As Personal or Business Users
Selecting the Customers That Business Users Represent
Maintaining Name and Sign-In Information
Maintaining Contact Information
Maintaining Contact Address Books
Maintaining Consumer Contact and Address Information
Maintaining Consumer Address Books
Viewing Internal Contacts
Sending Contact Us Messages
Registering Products
Working with Contacts
Understanding Contact Management
Managing Contacts
Maintaining Contact Groups
Working with Tasks
Understanding Task Management
Setting Up Task Management
Managing Tasks
Viewing Calendars
Working with Call Reports
Understanding Call Reports
Working with Call Reports
Working with Exchange Integration
Understanding PeopleSoft CRM and Microsoft Exchange Integration
Specifying PIM Users for Synchronization
Reviewing Synchronization Logs
Setting Up and Managing Agreements and Warranties
Understanding Agreements and Warranties
Agreements and Warranties
Default Agreements
Understanding Agreement Pricing
Defining Service Levels
Defining Entitlements
Defining Entitlement Plans
Configuring the CRM System for Agreement Searches
Defining Agreement Templates
Defining Agreements
Defining Warranties
Generating Sales Leads for Agreement Renewal
Defining Pricing Information for Services and Support Offerings
Establishing Pricing Records
Performing Entitlement Searches for Cases and Service Orders
Understanding Entitlement Searches
Performing Entitlement Searches
Managing PeopleSoft Customer Relationship Management Integration Points
Understanding the Interactive Services Repository
Understanding PeopleSoft CRM Integration Points
Processing PeopleSoft Business Interlinks Transactions
Processing Inbound Service Operations
Processing Outbound Service Operations
Setting Up Common Industry Functionality
Understanding Industry-Specific Setup
Setting Up Common Industry Functionality
Using the PeopleSoft Data Migration Workbench for Application Data
Understanding the PeopleSoft Data Migration Workbench
Using Application Data Sets
Using PeopleSoft Fluid User Interface Home Pages
Understanding PeopleSoft Fluid User Interface Home Pages
Understanding Drop Zones
Using the HR HelpDesk Manager Home Page
Using the HR HelpDesk Agent Home Page
Using the HelpDesk Agent Home Page
Using the HelpDesk Manager Home Page