Integrating with PeopleSoft CRM 360 Degree View

This chapter provides an overview of PeopleSoft CRM 360-Degree View functionality and discusses how to set up the PeopleSoft Billing and PeopleSoft CRM integration.

Understanding the 360-Degree View

The PeopleSoft CRM 360-Degree View is a tool to manage customer interactions. You can use this feature as an entry point for all customer interactions, and as the central point to launch all customer transactions, such as quote and order creation, case creation, and opportunity creation.

The 360-Degree View enables the customer service representative to do the following:

• Access customer profile information.

• Manage transactions.

• Record interactions.

• View all customer interactions using the 360-Degree View tree.

Integration Between PeopleSoft CRM and Supply Chain Management

When defining the nodes for the 360-Degree View tree, you can define a node that represents invoices for the customer. This node on the 360-Degree View tree is populated by information that resides in PeopleSoft Billing.

Using a defined EIP, the customer service representative can request information from PeopleSoft Billing for invoice information associated with a customer using a request message. PeopleSoft Billing sends the requested information back to PeopleSoft CRM using a response message to display under a node on the 360-Degree View tree.

PeopleSoft CRM sends a request application message (BI_EIP360_REQ) to PeopleSoft Billing for invoices; PeopleSoft Billing sends a response application message (BI_EIP360_RSP) back to PeopleSoft CRM for the information to display under the 360-Degree View tree.

Agents can click invoice links that appear on the 360-Degree View tree to access additional invoice detail in PeopleSoft Billing.

Note. Enable single signon to access PeopleSoft Billing inquiry components from PeopleSoft CRM.

See Also

Integrating PeopleSoft CRM with Billing Through the Transaction Billing Processor

Setting Up PeopleSoft Billing and PeopleSoft CRM 360 Degree View Integration

To integrate the PeopleSoft Billing and PeopleSoft CRM, perform the following steps:

1. Enable the message channel status.

2. Activate the message.

3. Verify default local nodes setup.

4. Grant security permissions to the message channel.

5. Verify remote node setup.

6. Update the integrationGateway.properties file.

7. Verify node access in the PeopleSoft CRM and FSCM databases.

8. Verify message setup on the Node Definitions - Transactions page in the PeopleSoft CRM and FSCM databases.

9. Enable single sign-on.

Note. The node names PSFT_EP and PSFT_CR are used in the following sections as examples only. You might have different default local nodes, for example, the default PeopleSoft CRM local node might be CR880. Use the correct default local node name in each of the following setup steps.

Enabling the Message Channel Status

The message channel is initially defined with a default status of pause. To enable the message channel, change the message channel status to run.

To change the message channel status to run:

1. Access the PeopleSoft CRM database using PeopleSoft Application Designer.

2. Open message channel BI_EIP360.

3. Click the Properties button, and select Use tab.

4. In the Message Channel Status group box, select Run.

5. Click OK to save the message channel.

6. Repeat steps 1 through 5 in the PeopleSoft FSCM database.

Activating the Message

You must activate the message in PeopleSoft Application Designer.

To activate the message:

1. Access the PeopleSoft CRM database using PeopleSoft Application Designer.

2. Open message BI_EIP360_REQ.

3. Click Message Properties, and select the Use tab.

4. In the Status group box, select Active.

5. Click OK to save.

6. Open message BI_EIP360_RSP.

7. Click Message Properties, and select the Use tab.

8. In the Status group box, select Active.

9. Click OK to save.

10. Repeat steps 2 through 9 in the PeopleSoft FSCM database.

Granting Security Permission to the Message Channel

In the PeopleSoft CRM and FSCM databases, grant permissions to the message channel.

To grant security permission to the message channel:

1. Access the PeopleSoft CRM database.

2. Select PeopleTools, Security, Permissions & Roles, Permission Lists.

3. Select Permission List in the Search By field, and enter ALLPAGES in the adjacent Begins With field.

4. Select the Message Monitor tab.

   Ensure that channel BI_EIP360 appears in the Channels grid area. If channel BI_EIP360 does not appear, add it. In the Access field, select Full.

5. Repeat steps 2 through 4 in the PeopleSoft FSCM database.

Verifying Default Local Nodes Setup

In the PeopleSoft CRM and FSCM databases, verify that you have set up the correct default local nodes.

To verify default local node setup:

1. Access the PeopleSoft CRM database with the User ID PS and Password PS.

   Alternately, enter User ID VP1 and Password VP1.

2. Select PeopleTools, Integration Broker, Node Definitions.

3. In the Search By field, select Node Name, and click Search.

   A grid appears at the bottom of the search page with all node names that meet the search criteria.

4. For node name PSFT_CR, verify that the Local Node column is Yes.

   This value appears for a node if you selected the Local Node option for this node on the Node Info page.

5. For node name PSFT_CR, verify that the value that appears in Default Local Node is Yes

   This value appears if you selected the Default Local Node option for this node on the Node Info page.

6. Ensure that the node is active.

   The node is active if you selected Active Node for the node on the Node Info page. See the following section for activating the remote node.

7. Repeat steps 1 through 6 in the PeopleSoft FSCM database.

   In the PeopleSoft FSCM database, verify default settings for the PSFT_EP node name.

Verifying Remote Node Setup

Verify that each remote node is set up in the PeopleSoft CRM and FSCM databases.

To verity that the correct remote node is set up:

1. Access the PeopleSoft CRM database.

2. Select PeopleTools, Integration Broker, Node Definitions.

3. In the Search By field, select Node Name.

   In the adjacent Begins With field, enter PSFT_EP.

4. On the Node Info tab, select the Active Node option, and click Save.

5. Repeat steps 2 through 4 in the PeopleSoft FSCM database.

   In step 3, enter PSFT_CR in the Begins With field.

Updating the integrationGateway.properties File

Update the integrationGateway.properties file on the PeopleSoft CRM and PeopleSoft FSCM web servers.

To update the integrationGateway.properties file on the PeopleSoft CRM web server:

1. Locate the file in the tools directory: For example:

   c:\pt84602b\webserv\peoplesoft\applications\peoplesoft\PSIGW\WEB-INF

2. Replace all instances of $NODENAME with PSFT_EP (or with the exact name that you use for the FSCM node).

3. Replace the information that appears within the < > arrows with the correct machine information for the node (remove the arrows as well).

4. If you use a node other than the default, uncomment the following code lines and enter the appropriate serveURL, userid, password, and toolsRel:

   #CR890FDM
   ig.isc.PSFT_EP.serverURL=//adntas07:9330
   ig.isc.PSFT_EP.userid=VP1
   ig.isc.PSFT_EP.password=JekncVtPdNg=
   ig.isc.PSFT_EP.toolsRel=8.43-H2
   

To update the integrationGateway.properties file on the PeopleSoft FSCM web server:

1. Locate the file in the following directory:

   C:\bea\wlserver6.1\config\peoplesoft\applications\PSIGW\WEB-INF

2. Replace all instances of $NODENAME with PSFT_CR (or with the exact name that you use for the CRM node).

3. Replace the information that appears within the < > arrows with the correct machine information for the node (remove the arrows as well).

4. If you use a node other than the default, uncomment the following code lines and enter the appropriate serveURL, userid, password, and toolsRel:

   #CR890CRM
   ig.isc.PSFT_CR.serverURL=//adntas08:9330
   ig.isc.PSFT_CR.userid=VP1
   ig.isc.PSFT_CR.password=JekncVtPdNg=
   ig.isc.PSFT_CR.toolsRel=8.43-H2
   

Verifying Node Access in PeopleSoft CRM and FSCM

Ensure that you can access the PSFT_EP node from PeopleSoft CRM and the PSFT_CR node from PeopleSoft FSCM.

To ensure access to PeopleSoft CRM and FSCM nodes:

1. Access the PeopleSoft CRM database.

2. Select PeopleTools, Integration Broker, Monitor, Monitor Message.

3. Select the Node Status tab.

4. In the Message Node Name field, enter PSFT_EP, then click the Ping Node button.

   If you set up the nodes correctly, the system displays a success message in the Node Information grid area.

5. Repeat steps 2 through 4 in the PeopleSoft FSCM database.

   In step 4, enter PSFT_CR in the Message Node Name field.

Verifying Message Setup on the Transaction in the PeopleSoft CRM and FSCM Databases

Ensure that the BI_EIP360_REQ message is set up correctly, and appears on the Node Definitions - Transactions tab.

To ensure that the BI_EIP360_REQ message is set up correctly:

1. Access the PeopleSoft CRM database.

2. Select PeopleTools, Integration Broker, Node Definitions.

3. Select Node Name in the Search By field, and enter PSFT_EP in the adjacent Begins With field.

4. Click Search to access the Node Definitions - Node Info page.

5. Select the Transactions tab.

6. Locate the value BI_EIP360_REQ in the Request Message column. If the BI_EIP360_REQ transaction does not appear, skip ahead to step 10.

7. Click Edit to access the Transaction Detail page for BI_EIP360_REQ.

8. In the Status field, select Active.

9. Click Return to Transaction List to return to the Node Definitions - Transactions page.

10. If, in step 6, the BI_EIP360_REQ transaction does not appear, click the Add Transaction button to access the Node Transactions page.

    1. Select Outbound Synchronous in the Transaction Type field.

    2. Select BI_EIP360_REQ in the Request Message field.

    3. Enter the appropriate version in the Request Message Version field.

    4. Click Add to access the Transaction Detail page.

    5. Select Active in the Status field.

    6. Select the Messages tab.

    7. Select BI_EIP360_RSP in the Name field in the Response Message group box.

    8. Click Save.

11. Repeat steps 2 through 10 to verify the message setup on the PeopleSoft FSCM database.

    In step 3, select Node Name in the Search By field, and enter PSFT_CR in the adjacent Begins With field. In step 10, select Inbound Synchronous in the Transaction Type field.

Enabling Single Sign-On

To transfer EIPs from PeopleSoft CRM to PeopleSoft Billing, you must enable single sign-on, and add the PeopleSoft CRM PSFT_CR node information into PeopleSoft FSCM.

To enable single sign-on:

1. Access the PeopleSoft CRM database.

2. Select PeopleTools, Security, Security Objects, Single Signon to access the Single Sign-On page.

3. Click the Add New Row button, and select the PSFT_EP node from the available options in the Message Node Name column.

4. Click Save.

5. Select PeopleTools, Portal, Node Definitions.

6. Select Node Name in the Search By field, and enter PSFT_EP in the adjacent Begins With field to access the Node Definitions - Node Info page.

7. Select the Portal Content tab.

8. 8. Enter the correct urls in the Content URI Text and Portal URI Text fields.

   For example, enter a URL that contains the following information: http://someserver/psc//pshome/

9. Click Save.

10. Access the PeopleSoft FSCM database.

11. Select PeopleTools, Security, Security Objects, Single Signon to access the Single Sign-On page.

12. Click the Add New Row button, and select the PSFT_CR node from the available options in the Message Node Name column.

13. Click Save.