Oracle PeopleSoft. Software Development & Education Center. Customer Relationship Management

Transcription

1 Software Development & Education Center Oracle PeopleSoft Customer Relationship Management Address: B-125, Sector -2, Noida , India Mob: / / Board: /400

2 Oracle University Contact Us: Local: Intl: CRM Fundamentals Rel 9.1 Duration: 2 Days What you will learn The CRM Fundamentals Rel 9.1 course will provide you with a solid grounding in the concepts and tasks you will need to work with many PeopleSoft Enterprise CRM applications. Much of the information you will learn will carry over into multiple applications--for example, you will learn to navigate and customize your interface, the basics on integration and configuration, and how to use 360-Degree Views, a powerful tool that helps you to manage and update information about the people (customers, workers, and students) in your system. The largest portion of the course is devoted to PeopleSoft Enterprise CRM concepts that you will use often. You'll learn how to work with customers, contacts, and workers. You'll learn how to create and manage products and track installed products. You will also work with CRM worklists and manual notifications so you and your team can keep up-to-date on completed tasks and those still waiting to be done. When you complete this course, you will have a good understanding of concepts that are important to much of PeopleSoft Enterprise CRM. Learn To: Manage customers, contacts, and workers Create, define, and track products Manage worklists and send notifications Work with the 360-degree view Evaluate integration, configuration, and automation options View, modify and describe tables A Live Virtual Class (LVC) is exclusively for registered students; unregistered individuals may not view an LVC at any time. Registered students must view the class from the country listed in the registration form. Unauthorized recording, copying, or transmission of LVC content may not be made. Audience End Users Functional Implementer Portal Developer Course Objectives Describe the fundamental business processes that PeopleSoft CRM supports Describe the features of PeopleSoft Enterprise CRM, and describe various navigational aids to use the system effectively View and modify data, and describe data in tables Describe business units, setids, and tableset controls Manage customer information and worker data Describe 360-Degree Views and the Relationship Viewer Work with CRM worklists and outbound notifications Define and track products Evaluate automation, configuration, and integration Course Topics Copyright 2011, Oracle. All rights reserved. Page 1

3 Business Process Overview Describing PeopleSoft Enterprise CRM Common Components Describing Customer Management Describing Workforce Management Describing Product Management Describing Common Features Getting Started With CRM Describing Sign-in Security Access Signing In to PeopleSoft Applications Explaining the Features of PeopleSoft Pure Internet Architecture Using Navigational Aids to Maximize Efficiency Describing Elements of Components Describing Search Pages Describing Methods for Efficient Searching Viewing and Modifying Data Describing Effective Dating Describing Action Types Describing Data in Tables Describing Types of Tables Describing Processing and Default Tables Describing Translate Tables Describing Transaction and Control Tables Defining Business Units, SetIDs, and Tableset Controls Describing the Association of Tables With Business Units and SetIDs Setting Up Values in a Control Table Developing Tableset Sharing Architecture Working With the Customer Data Model Describing the Customer Data Model Managing Customers Setting Up Control Values for Customers Setting Up Companies Setting Up Contact Information Setting Up Persons Setting Up Sites Using Quick Create Managing Workers in Customer-Facing Applications Describing Workers Setting Up Definitional Data for Workers Creating Workers Defining Worker Information Describing Employee-Facing Applications Working with the 360-Degree View and the Relationship Viewer Using the 360-Degree View Viewing and Maintaining Relationships Copyright 2011, Oracle. All rights reserved. Page 2

4 Managing Contacts and Tasks Describing Contact Management Managing Contacts and Tasks Setting Up Task Management Managing Worklists and Notifications Managing PeopleSoft Enterprise CRM Worklists Setting Up and Using Manual Notifications Managing Product Definitions Describing Products Setting Up Control Tables for Products Setting Up Product Definitions Setting Up Product Packages Managing Installed Products Describing Installed Products Setting Up Installed Product Tracking Tracking Installed Products Evaluating Integration, Automation, and Configuration Options Describing PeopleSoft Enterprise CRM Integrations Describing PeopleSoft Enterprise CRM Configuration Tools Copyright 2011, Oracle. All rights reserved. Page 3

5 Oracle University Contact Us: Local: Intl: CRM Automation and Configuration Rel 9.1 Duration: 5 Days What you will learn In this course, participants learn when and how to use CRM automation and configuration capabilities. The course also identifies the benefits of using configuration instead of or in addition to customizations created using PeopleTools. Participants learn what automation and configuration tools are available and how they are used in different applications. The course provides ample opportunities for students to practice using these tools to meet an organization's business needs. By taking this course, participants gain a solid understanding of how they can automate the business processes of their organization. They also learn how to utilize various configuration tools provided by the system. For example, they will understand how to modify the appearance of display template-enabled components and pages, as well as learn how to take advantage of the Active Analytics Framework to build if-then business logic for applications. By the end of the course, participants will have had the opportunity to learn how their organization can take advantage of the built-in configuration and automation tools provided in PeopleSoft Enterprise CRM. Learn to: Configure correspondence management Configure component appearance and behavior Work with Verity search in CRM Work with business object operations Automate business processes Audience Functional Implementer System Analysts Technical Administrator Technical Consultant Related Training Required Prerequisites Familiarity with using set up options and pages in PeopleSoft CRM Familiarity with SetID and Business Unit concepts Basic Understanding of Customer Data CRM Fundamentals Rel 9.1 Suggested Prerequisites Basic understanding of automation and configuration Copyright 2012, Oracle. All rights reserved. Page 1

6 Course Objectives Describe CRM automation and configuration Work with business objects Automate business processes Configure correspondence management Configure component appearance and behavior Work with Verity search in CRM Course Topics Working with Business Object Relationships Describing Business Objects (BOs) Describing the BORM Working with Business Object Search and Quick Create Describing Business Object (BO) Search and Quick Create Using BO Search Using Quick Create Configuring the 360-Degree View Describing the 360-Degree View Configuring 360-Degree View Search Pages Defining Transactions for the 360-Degree View Page Configuring the Profile Group Box Defining Dynamic Grids Configuring the Action Tree Setting Up Role-Based Presentation Options Configuring Active Analytics Framework Describing Active Analytics Framework Describing Active Analytics Framework Setup Options Building Policies Describing Policies Defining Terms Defining Actions Building Policies Configuring Workflow Describing Workflow Setting Up Workflow Actions Setting Up Workflow Templates Configuring Business Projects Describing Business Projects Copyright 2012, Oracle. All rights reserved. Page 2

7 Setting Up Tasks and Phases Setting Up Business Projects Using Business Project Administrative Tools Using Scripts Describing Scripts Running Scripts Configuring Scripts Describing Script Setup Setting Up Supporting Building Blocks Setting Up Core Building Blocks Setting Up Scripts Sending Correspondence Describing Correspondence Management Sending Correspondence Configuring Correspondence Management Defining Business Rules for Correspondence Management Defining Correspondence Templates Configuring Profiles Describing Profiles Setting Up Profiles Configuring Search Pages Describing Configurable Search Pages Configuring Basic Search Page Options Configuring Advanced Search Page Options Configuring Search Fields Configuring Search Results Grids Configuring Toolbars Describing PeopleSoft CRM Toolbars Setting Up Toolbar Buttons Using Delivered Toolbar Buttons Setting Up Toolbars Configuring Display Templates Describing Display Templates Configuring Display Templates for Components Configuring System-Level Settings for Verity Search Describing Verity Search Defining Thesaurus and Noisewords Defining Search Index Templates Configuring Search Options Building Search Collections Describing Search Collections Building Search Collections Copyright 2012, Oracle. All rights reserved. Page 3

8 Oracle University Contact Us: Local: Intl: Support and HelpDesk Rel 9.1 Duration: 2 Days What you will learn This course is for project team members who are implementing the PeopleSoft Support and HelpDesk applications. This course describes the business processes for call center applications and teaches implementers how to set up and administer the system. By the end of the course you will understand how to configure the case transaction pages and their field labels to reflect the particular usage that make sense for your company. You will also know how to define field values for various prompt tables used by the case transaction. Additionally, you will know how to set up and manage a solution knowledgebase, as well as how to set up service level agreements to define service expectations between you and your customers. You will also discover how to unleash the power of Active Analytics Framework to automate your business processes. For a full list of additional features covered by this course, please see the detailed topic list for this course description. Learn To: Automatically assign a case to a provider group and agent based on competencies and other criteria Create Call Center business units and agents Configure the call center case page to your organization's business needs Set up your own status, priority, and other field values for use on the case page Define service level agreements and link them to a case Use a solution knowledge base to let agents and self-service users easily resolve an issue Audience Administrator Business Analysts Functional Implementer Prerequisites Required Prerequisites Ability to Manage Worker Data Ability to Set Up and Manage Products CRM Fundamentals Rel 9.1 Ed 3 Understanding of Customer Data Understanding of PeopleSoft CRM automation and configuration Course Objectives Copyright 2011, Oracle. All rights reserved. Page 1

9 Automate Support and HelpDesk Processes with Active Analytics Framework Set up Self-Service Describe PeopleSoft Support and HelpDesk Business Processes Set up the Call Center Application Process Cases Manage Solutions and Solution Advisor Configure the Appearance of the Case page Set up and Use the Assignement Engine Create and use Service Level Agreements Set up the Solution Infrastructure Understand and Use Change Management Course Topics Course Overview Agenda Call Center Business Process Overview Describing Business Processes for PeopleSoft Support and HelpDesk Applications Describing the Life Cycle of a Case Describing Support and HelpDesk Integrations Setting Up Call Center Agents Describing Support and Helpdesk Agents Setting Up Support and Helpdesk Agent Information Setting Up Worklists Setting Up Provider Groups Setting Up Call Center Business Units Describing PeopleSoft Call Center Business Units Specifying Case Options Specifying Display Templates for Cases Specifying Default Values for Cases Configuring the Case Page Describing How the Case Pages Are Configured Describing Display Templates Setting Up Prompt Tables Describing Basic Prompt Tables Describing Case Relationship Types Setting Up Competency-Related Prompt Tables Setting Up Quick Codes Using Text Tray Setting Up Case Match Criteria Setting Up and Managing Case Tasks Setting Up Agreements and Warranties for Support and Helpdesk Describing Service Level Agreements and Warranties Creating Service Level Agreements Applying Service Level Agreements Copyright 2011, Oracle. All rights reserved. Page 2

10 Managing Solutions Describing Solution Management Setting Up Solution Management Creating and Maintaining Solutions Using Solutions to Resolve Cases Setting Up the Solution Infrastructure Identifying Elements of the Solution Infrastructure Building the Search Collection Setting Up the Assignment Engine Describing the Assignment Engine Setting Up Assignment Engine Weighting Factors Defining Assignment Options for Business Units Maintaining Worker and Group Assignment Data Setting Up Active Analytics Framework Describing Automation Using Active Analytics Framework Describing Delivered Workflow Describing Auto-Invoking for Business Projects Describing Case History Capture Setup Setting Up Self-Service Describing Self-Service Features and Security Describing the Configuration of Business Units for Self-Service Describing the Reasons for Closing and Reopening Cases in Self-Service Setting Up the Self-Service Interface Setting Up Change Management (Helpdesk only) Describing Change Management Identifying Elements of the Change Management Component Designing a Phase Template Setting Up Change Management Course Review Describing PeopleSoft Support and HelpDesk Business Processes Setting Up the Call Center Applications Setting Up Agreements Managing Solutions and the Solution Infrastructure Automating PeopleSoft Support and HelpDesk Setting Up Call Center Applications for Self-Service Setting Up Change Management Copyright 2011, Oracle. All rights reserved. Page 3

11 Oracle University Contact Us: Local: Intl: CRM Fundamentals for Higher Education Rel 9.1 Duration: 1 Day What you will learn This course provides information for setting up CRM for Higher Education components as well as learning about the key integration points. Specifically, Students will learn how to enable the system, configure the CRM and Campus Solutions databases for communication, set up and work with Enterprise Integration Points (EIPs), configure the Search/Match utility and the 360-Degree Constituent View, and test the integration to ensure that everything is functioning correctly. Learn To: Setup the CRM for Higher Education Components Work with the 360-Degree View Work with EIPs Test the integration Audience Functional Implementer Sales Consultants Technical Consultant Prerequisites Suggested Prerequisites CRM Fundamentals Rel 9.0 CRM Fundamentals Rel 9.1 Course Objectives Working with the 360-Degree View Getting started with CRM for Higher Education Setting up the CRM for Higher Education components Working with EIPs Testing the integration Course Topics Course Overview Business Process Overview Describing the Components of CRM for Higher Education Understanding the CRM for Higher Education Process Flow Finding Information about CRM for Higher Education and Campus Solutions Enabling CRM for Higher Education Setting Up Single Signon Activating the PeopleSoft Higher Education 360 Service Operation and Routing Configuring PeopleSoft Campus Solutions to Define Integration Data Copyright 2012, Oracle. All rights reserved. Page 1

12 Getting Started With CRM for Higher Education Identifying the Components You Will Need Understanding Concepts Identifying the Sequence Understanding Campus Solutions Dependencies Understanding How to Set Up Security Setting Up the Components for CRM for Higher Education Understanding the CRM for Higher Education Components Setting up EIPs Setting Up Search/Match Functionality Working with EIPs Understanding EIPs and Their Function Describing EIPs Delivered with CRM for Higher Education Understanding the Business Process Flow for EIPs Customizing EIPs Testing the Integration Verifying Search/Match Testing the Integration Working With the 360-Degree View Understanding the CRM 360 Degree Constituent View Setting Up the CRM 360 Degree Constituent View Configuring the CRM 360 Degree Constituent View Course Review Copyright 2012, Oracle. All rights reserved. Page 2

13 Oracle University Contact Us: Local: Intl: CRM Student Recruitment and Retention Rel 9.1 Duration: 2 Days What you will learn This course is designed to provide the student with practical and real world based perspective on how to design and build student recruitment and retention campaigns using PeopleSoft CRM for Higher Education. During the course, students will also be given an overview of recruitments structures, 360-degree view and Service Center for Higher Education. Learn To: Build a recruitment campain Build retention campaign Support recruitment events with CRM Audience End Users Functional Implementer Project Manager Technical Administrator Technical Consultant Related Training Suggested Prerequisites CRM Fundamentals Rel 9.0 CRM Fundamentals Rel 9.1 Course Objectives Create suspects and prospects in CRM Market to suspects and prospects Assign leads to recruiters Monitor recruitment activity Import suspects and prospects Load test scores into CRM Build audiences in CRM Build dialogues in CRM Create a territory tree Copyright 2012, Oracle. All rights reserved. Page 1

14 Assign leads to recruiters View the opportunity pipeline View a recruitment forecast Develop a retention program Develop a recruitment program Course Topics Developing a Recruitment Program Creating suspects and prospects in CRM Loading test scores into CRM via Campus Solutions Building audiences for student recruitment purposes Building dialogues for student recruitment purposes Building Web and documents for student recruiting purposes Creating events in CRM for student recruitment purposes Working with a Student Recruitment Structure Creating territory trees Configuring assignment criteria Publishing academic information changes Creating sales leads Converting leads to opportunities Assigning leads to recruiters Monitoring recruitment activity Developing a Retention Program Defining an At-Risk student Creating surveys for retention purposes Creating newsletters for retention purposes Working with Service Center for Higher Education Working with 360-Degree View Copyright 2012, Oracle. All rights reserved. Page 2

15 Industry Interface Program Projects Modular Assignments Mini Projects 1 Major Project Domains / Industry Retail Industry Banking & Finance Service E-Commerce Manufacturing & Production Web Application Development Research & Analytics HR & Consultancy FMCG Consumer Electronics Event Management Industry Telecom Address: B-125, Sector -2, Noida , India Mob: / / Board: /400 info@multisoftsystems.com

16 Training & Performance Tracking Knowledge related to current technology aspects and corporate level deliverable & Continuous training and assessment to make you industry ready. Throughout the Training Curriculum Candidate will go through a Scheduled Assessment Process as below: Continues Assessments Practical Workshops Modular Assignments Case Studies & Analysis Presentations (Latest Trends & Technologies) Tech Seminars Technical Viva Observing live Models of various projects Domain Specific Industry Projects Address: B-125, Sector -2, Noida , India Mob: / / Board: /400 info@multisoftsystems.com

17 Skills Development Workshop Communication is something which all of us do from the very first day of our life, yet there is a question that haunts us most of the time Did I express myself correctly in such and such situation? The answer to this question is really tricky, because in some cases we leave our signatures and good impression but in some others we even fail to get our idea clearly. It happens mostly because we don t know how to act in certain situations. Every time we fail we don t lose completely, we do learn something, but prior knowledge of the same thing could be more beneficial because then we could have turned that failure into success. The course / workshop would focus at many aspects of personality, like: Building positive relationships with peers & seniors Building self-confidence & Developing clear communication skills Exploring and working on factors that help or hinder effective interpersonal communication Learning impacts of non-verbal behavior & Dealing with difficult situations and difficult people Workshops Consists of Following Activities: Personality Development Group Discussions & Debates Seminars & Presentations Case Studies & Analysis Corporate Communication Development HR & Interview Skills Management Games & Simulations Aptitude, Logical & Reasoning Assessments & Development Address: B-125, Sector -2, Noida , India Mob: / / Board: /400 info@multisoftsystems.com