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Getting Started with PeopleSoft CRM Multichannel Applications
PeopleSoft CRM Multichannel Applications Overview
PeopleSoft CRM Multichannel Applications Business Processes
PeopleSoft CRM Multichannel Applications Integrations
PeopleSoft CRM Multichannel Applications Implementation
Navigating in PeopleSoft Multichannel Communications
Navigating in PeopleSoft Multichannel Communications
Understanding Multichannel Applications
Understanding Multichannel Applications Supported by PeopleSoft CRM
Setting Up Universal Queuing
Understanding ERMS
Email Handling
Unstructured and Structured Email
Email Response Interfaces
ERMS Processes
Running and Monitoring Processes
Reviewing Detailed Process Information
Viewing Email Error Logs
Setting Up ERMS System
Understanding ERMS Setup
Defining Correspondence Management for ERMS
Defining System Settings for Email Processing
Defining Mail Servers
Defining Mail Filters
Defining Mailboxes
Defining Email Business Units
Defining Priorities and Moods
Defining Email Audit History Tracking
Defining Mail Reader Error Handling
Setting Up Automated Mail Processing
Understanding Automated Mail Processing
Setting Up Automated Mail Processing
Setting Up Structured Email Handling
Understanding Structured Email
Defining Application Services
Defining Webform Templates
Setting Up Unstructured Email Handling
Understanding Unstructured Email Routing
Defining Customer-Based Routing Rules
Defining Context-Based Routing Rules
Defining Content-Based Routing Rules
Applying Content-Based Routing Rules to a Mailbox
Setting Up Chat
Understanding Chat
Setting Up the Chat Framework
Setting Up Chat Options
Configuring CTI
Understanding CTI
Understanding PeopleSoft and Siebel CRM Call Center On Demand Integration
Setting Up CTI System Definitions
Mapping CTI Transactions to Application Pages
Configuring the Siebel CRM Call Center On Demand Integration
Setting Up Supervisor Desktop
Understanding Supervisor Desktop
Defining System-Level Settings for Supervisor Desktop
Setting Up Agent Access to Supervisor Desktop
Setting Up Unified Agent Desktop
Understanding Unified Agent Desktop
Configuring Agents for Unified Agent Desktop
Defining Multichannel Toolbar Settings
Managing Email
Understanding Email Management
Accessing Inbound Email
Working with Inbound Email
Replying to Inbound Email
Working with Chat in PeopleSoft CRM
Understanding the Chat Workspace
Working with the Customer Chat Window
Working with the Agent Chat Workspace
Viewing Chat Logs and Reports
Working with Supervisor Desktop
Monitoring Real-Time Information
Running Performance Reports
Approving Emails
Managing Timeout Entries
Configuring Agents
Managing Teams and Queues
Personalizing Supervisor Desktop
Working with Unified Agent Desktop
Understanding Multichannel Toolbar Functionality
Using Multichannel Toolbar
PeopleSoft Multichannel Communications Reports
PeopleSoft CRM Multichannel Communications Reports: General Description
Report Samples