Oracle s PeopleSoft Enterprise 9.1 Release Notes

Transcription

1 Oracle s PeopleSoft Enterprise 9.1 Release Notes PeopleSoft Enterprise Customer Relationship Management 9.1

2 Contributors: Teams from Oracle Application Strategy, Application & Industry Marketing, Product Documentation and Development. Release Notes for PeopleSoft Customer Relationship Management 9.1 Copyright 2009, Oracle and/or its affiliates. All rights reserved. Purpose Statement This document provides an overview of features and enhancements included in the PeopleSoft Enterprise Customer Relationship Management 9.1 release. It is intended solely to help you assess the business benefits of upgrading to PeopleSoft Enterprise Customer Relationship Management 9.1 and to plan your I.T. projects. Disclaimer This document in any form, software or printed matter, contains proprietary information that is the exclusive property of Oracle. Your access to and use of this confidential material is subject to the terms and conditions of your Oracle software license and service agreement, which has been executed and with which you agree to comply. This document and information contained herein may not be disclosed, copied, reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This document is not part of your license agreement nor can it be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates. This document is for informational purposes only and is intended solely to assist you in planning for the implementation and upgrade of the product features described. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described in this document remains at the sole discretion of Oracle. Due to the nature of the product architecture, it may not be possible to safely include all features described in this document without risking significant destabilization of the code. This documentation is in prerelease status and is intended for demonstration and preliminary use only. It may not be specific to the hardware on which you are using the software. Oracle Corporation and its affiliates are not responsible for and expressly disclaim all warranties of any kind with respect to this documentation and will not be responsible for any loss, costs, or damages incurred due to the use of this documentation. Restricted Rights Notice If this software or related documentation is delivered to the U.S. Government or anyone licensing it on behalf of the U.S. Government, the following notice is applicable: U.S. GOVERNMENT RIGHTS Programs, software, databases, and related documentation and technical data delivered to U.S. Government customers are commercial computer software or commercial technical data pursuant to the applicable Federal Acquisition Regulation and agency-specific supplemental regulations. As such, the use, duplication, disclosure, modification, and adaptation shall be subject to the restrictions and license terms set forth in the applicable Government contract, and, to the extent applicable by the terms of the Government contract, the additional rights set forth in FAR , Commercial Computer Software License (December 2007). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA Third Party Content, Products, and Services Disclaimer This software and documentation may provide access to or information on content, products and services from third parties. Oracle Corporation and its affiliates are not responsible for and expressly disclaim all warranties of any kind with respect to third party content, products and services. Oracle Corporation and its affiliates will not be responsible for any loss, costs, or damages incurred due to your access to or use of third party content, products or services. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners.

3 PeopleSoft Enterprise Customer Relationship Management i Introduction...1 Purpose of This Document...1 Intended Audience...1 Related Resources...1 Statement of Direction...1 Release Value Proposition...2 PreRelease Notes...2 Release Notes...3 Additional Resources...4 Executive Summary...5 Enhancements That Are Common to Multiple CRM Applications...7 Correspondence and Notifications...7 Task Management...9 Worklist...11 Web Feed Enablement of CRM Worklist...12 PCI Compliance...14 Product Management...14 Web Services...16 Performance...17 Additional Common Enhancements...18 Deprecated Products...18 PeopleSoft CRM Marketing Enhancements...19 Enhancements That Are Common to Multiple Marketing Applications...19 Profile Enhancements...19 Event Management...20 Event Planning...21 Marketing...26 Online Marketing...28 TeleSales...30 PeopleSoft CRM Sales and Order Capture Enhancements...33 Sales Mobility...33 Sales...34

4 Lead and Opportunity Management...34 Lead and Opportunity Assignment...36 Order Capture...40 Enterprise Pricer Integration...41 Enhancement for Recurring Price Rules...43 Service Management Improvement...44 Bulk Change...45 Advanced Configurator Support for BEA Weblogic Credit Card Integration...45 Warranty and Agreement...46 PeopleSoft CRM Service and Multichannel Communications...47 Case Management...47 Case Configuration...53 Knowledge Management...55 HelpDesk and Change Management Enhancements...58 Change Management...58 HelpDesk Response Management System Enhancements...61 Automatic Case Creation from Inbound Simplified Response and Problem Resolution from the Case...62 Improved ERMS Workspace...63 Additional ERMS Enhancements...64 PeopleSoft CRM HelpDesk for Human Resources and Workforce Communications...66 HelpDesk for Human Resources...66 Workforce Communications...70 Industry Enhancements...73 PeopleSoft CRM for Communications...73 Tailored Customer Offers...74 Enhanced Sales and Service Management Processes...80 PeopleSoft CRM for Higher Education...83 Recruiting...83 Retention...90 Service Center for Higher Education...91 Constituent 360 Degree View...94

5 Enhancements That Are Common to Multiple Applications Application Integration Framework Approval Framework Desktop Integration Find Object Navigation Events and Notifications Upgrade Framework Enhanced Product Information New Information Portal PeopleBook Improvements Researching PeopleBooks User Productivity Kits (UPK)...107

6 Introduction Purpose of This Document This document provides an overview of the features and enhancements that are planned for PeopleSoft Enterprise Customer Relationship Management (CRM) 9.1. It is a roadmap that is intended to help you assess the business benefits of 9.1 and plan your information technology (IT) projects and investments. The new features and enhancements that are included in this release are grouped according to functional area to demonstrate how solutions can help you optimize your business. Our goal is to ensure that you leverage technology to its fullest to increase the efficiency and effectiveness of your operations. Please note that the final release may not have every feature discussed in this document, and a specific feature may become part of a different application or have a product name that is different from those cited in this document. The PeopleSoft CRM 9.1 Release Notes describes enhancements in the following functional areas: Enhancements that are Common to Multiple Products Marketing Sales and Order Capture Service and Multichannel Communications HelpDesk for Human Resources and Workforce Communications Industry Enhancements Communications and Higher Education Enhancements That Are Common to Multiple Applications Intended Audience This document was created for executives, CRM managers, training department managers, and training administrators for the evaluation and planning of a new purchase or an upgrade to PeopleSoft Customer Relationship Management 9.1. Related Resources This section discusses publications that provide in-depth technical and functional information that is available at the time of publication. In many cases, the content in this document may have originated in the documents referenced below. Statement of Direction The statement of direction identifies major enhancements and articulates the expected business benefit. To navigate on My Oracle Support:

7 Resource Navigation Statement of Direction My Oracle Support > Knowledge search for PeopleSoft Enterprise CRM 9.1 Statement of Direction (Doc ID ) Release Value Proposition The release value proposition provides more functional details than the statement of direction, identifies major enhancements, and articulates the expected business benefit. This document is designed to help you determine whether new product features warrant either upgrading from an old release or embarking on a new implementation. With this information, managers can initiate preliminary budget planning and begin putting together a project team to evaluate specific products. Resource Navigation Release Value Proposition My Oracle Support > Knowledge search for PeopleSoft Enterprise CRM 9.1 Release Value Proposition (Doc ID ) PreRelease Notes PreRelease notes provide more functional and technical details than the release value proposition. This document describes how each enhancement functions within the context of the greater business process. This added level of detail should enable project teams to answer the following questions: What out-of-the-box functionality will change? What customizations may be affected? How will an upgrade or new implementation affect other systems? How will these changes affect the organization? After the project team has reviewed and analyzed the prerelease notes, business decision makers should be in the position to determine whether to allocate budget and initiate implementation plans. PreRelease Notes Navigation PreRelease Notes My Oracle Support > Knowledge search for PeopleSoft Enterprise CRM 9.1 PreRelease Notes

8 Release Notes Release notes are published at GA (general availability) and validate the final scope of the release. The release notes discuss the features and enhancements that are available with the GA release of each product, describing the finalized functional and technical details that will enable project teams to confirm budgets and complete implementation plans. Release Notes Navigation Release Notes My Oracle Support > Knowledge search for PeopleSoft Enterprise CRM 9.1 Release Notes

9 Additional Resources Oracle offers many additional resources that will help your organization determine the effects of upgrading to this release. Visit the My Oracle Support website frequently to keep apprised of ongoing changes. Below is a list of the types of resources that are available on My Oracle Support: Upgrade paths Training opportunities Consulting readiness Business process maps Integration resources Data models Installation guides Upgrade guides Licensing Notes See Also PeopleSoft Enterprise PeopleSoft Customer Relationship Management 9.1 Documentation Homepage on My Oracle Support (Doc ) PeopleSoft Enterprise PeopleTools Documentation Homepage on My Oracle Support (Doc ID )

10 Executive Summary Organizations today are facing unique challenges that they have never faced before. They are under growing pressure to produce better results at a time when budget, personnel, and other critical resources are limited. Cutting costs is a priority. Users are more sophisticated. Upgrades are no longer a given. Collaboration using Web 2.0 tools is wanted. The economy is uncertain. Needless to say, success in this environment can be challenging. The challenges organizations are facing differ even within a single company. Different constituents within an organization have different needs. The direction for PeopleSoft applications strategy is to address the unique needs of three key constituencies: end users, lines of business (LOBs), and IT. End Users The end user is the constituency that has changed the most in the last decade. Generation Y end users have grown up on the Internet and understand how technology works, how easy it should be to use, and how empowering it can be. Because they are so knowledgeable and open to technology, they help drive the adoption of technology in their companies. To build solutions with end users in mind, more application interactivity and Web 2.0 collaborative tools are required. Interactivity such as drag and drop, partial page refresh, modal search windows, simpler navigations, and collaborative tools such as workgroups, forums, tagging, and wikis are made possible with PeopleTools Oracle strives to enable native work environments of end users so that they can act on PeopleSoft information without always being in a PeopleSoft screen. For example, PeopleSoft CRM 9.1 plans to deliver RSS-enablement of the CRM worklist, and organizations can further obtain any PeopleSoft information as a feed, enabling users to subscribe to this information in their native web browsers or in Microsoft Outlook. User adoption of software applications continues to be a challenge, and with tech-savvy end users, application usability is more and more critical. PeopleSoft CRM 9.1 focuses on user experience, streamlining, and redesign of the application user interface where needed to reduce clicks and page transfers, making completion of tasks simpler for end users. Lines of Business The lines of business (LOBs) such as sales, customer service, marketing, and human resources need software to run their business functions and processes. In the past, the LOBs were content with software that was percent complete, customizing the rest to their specific needs. That has changed. Now they want applications that are functionally complete for both their unique business processes and their specific industries. For example, a Higher Education professional who is managing recruiting wants a recruiting solution that manages all aspects of his job based on how his industry operates not a partial solution that needs to be customized. In PeopleSoft 9.1, we are focusing on delivering solutions that are functionally complete, including functional enhancements to Marketing, Sales, and Service that benefit all industries. Additionally, industry-specific investment for Higher Education and Communications deliver a better out-of-the-box fit. CRM 9.1 also delivers new products and capabilities to address the unique needs of HR.

11 IT The third constituency is IT. In the past, Oracle has delivered technology to IT enabling them to build and integrate new products. IT customers, the LOBs, and end users are demanding the delivery of new capabilities and functionality faster. IT needs the ability to deploy integration and new capabilities easier and cheaper to meet this demand. IT knows that if their customers are not satisfied, they can go to the open market and circumvent both Oracle and the IT departments in the end increasing the cost to their organization. In the 9.1 release, Oracle delivers technology and applications to help IT deliver on their customers demands. In an effort to reduce the need for customization to do things such as tailor the user interface, build workflow, and modify application behavior to better suit the needs of the business, PeopleSoft software continues to enable greater application configuration. Application responsiveness and system performance is critical to the success of a CRM solution. Poor system performance can negatively affect user adoption and customer satisfaction and is a strain on IT resources and budgets. Oracle strives to improve performance of our applications, and in PeopleSoft CRM 9.1, a heightened focus and investment is planned to improve system performance. Finally, Oracle continues to invest in the application life-cycle management tools, which enable IT to manage patches and upgrades more effectively. Users are able to compare a customized version of the product to the new version, isolate the changes, and move them to the new platform or version. With these tools, IT can reduce the costs of maintaining applications, which is another example of Oracle helping IT address the needs of their internal stakeholders more quickly and at a lower cost.

12 Enhancements That Are Common to Multiple CRM Applications This section discusses new enhancements that are common to most CRM products and customers that use them. By our investing in and enhancing our foundational CRM capabilities, all customers benefit. This section includes highlights of planned investment to the CRM foundation. These enhancements fall into the following areas: Correspondence and Notifications Task Management Worklist PCI Compliance Product Management Web Services Performance Additional Common Enhancements Depricated Products Correspondence and Notifications PeopleSoft CRM applications provide communication tools enabling you to share customer and transactional information with one another and with customers, collaborating in the most efficient and productive way to accomplish your tasks. Enabling you to communicate and send alerts, notifications, and messages using s, the worklist and correspondence (printed or ed letters and documents) offer you effective communication methods to best interact with all parties involved. The correspondence captures every communication as an interaction in the system, providing a comprehensive history and holistic view of all communications. PeopleSoft CRM 9.1 contains enhanced capabilities for creating the content for correspondence management templates and the user interface and capabilities for composing outbound notifications. Correspondence Management Template Packages leverage the PeopleTools 8.50 rich-text editor, enabling organizations to compose and send content-rich s containing: Graphic images. HTML objects, such as tables. Clickable, embedded HTTP hyperlinks. Expanded text attributes such as text color, font type, font size, and so on. Enhanced text formatting (highlighting, underlining, text alignment, justification, indentation, and so on.)

13 The Workspace provides a new rich-text editor for composing content. The Ad-hoc Notification and Outbound functions that were available on the toolbar throughout CRM transactional pages have been consolidated, resulting in a new, streamlined Outbound Notification page used to centralize composing of communications and worklist notifications without redundant functionality.

14 Application users can compose messages with a rich-text editor from the Outbound Notification page. The new Outbound Notification page enables you to: Compose and deliver manual notifications and worklist notifications from a CRM transaction. Worklists are used to send communications only to internal recipients such as the worker, provider group, or sales team whereas is used to send notifications to both internal and external recipients such as customer contacts and individual consumers. Compose rich-text, formatted messages with a rich-text editor. Select correspondence templates to compose predefined message content with dynamic merged content. Merged content can include transaction data (such as Case Summary and Order Status) and recipient data. Reply to an existing associated with a specific CRM transaction. Associate the notifications with the CRM transaction using interactions. Enable CRM transactions to use a list of recipients when sending an . Task Management In CRM 9.1 Task Management, the ability to manage user tasks from My Tasks and the Calendar View has been greatly expanded. The new enhancements enable you to delegate tasks to others and to assign tasks to provider groups, and the My Tasks user interface has been redesigned.

15 Some of the enhancements to the My Tasks user interface include: New folder structure to group and organize tasks. Enhanced search leveraging the CRM configurable search to find the tasks that the user is looking for. A new Group task folder for all tasks assigned to provider groups for which the user is a member. A new Delegated folder to contain all tasks that have been delegated to the user. The My Tasks user interface has been redesigned with a similar look and feel to My Worklist. Enhancements in CRM 9.1 Task Management for task delegation: Enable you to specify other users who can have access to your tasks. Enable supervisors with direct reports to: Configure delegations for each of their direct reports. Configure a date range for which the delegate can access the task owner s tasks. Define whether the delegate has update or read-only access to the task owner s tasks. Specify the task types for which the delegate has access. Specify whether the delegate can see private tasks. Supervisors cannot delegate a direct report s private tasks.

16 Within the My Tasks User Options page, you can set up delegations for your tasks, managers can set up delegations for their direct reports, and you can see those delegations that your supervisor sets up. You can view the tasks delegated to you or tasks delegated to a group you belong to from My Tasks or My Calendar. Additionally, a supervisor can see the tasks delegated to direct reports from My Tasks. Delegates can update tasks based on the privileges provided by the delegator (if the Read Only check box is not selected). Enhancements in CRM 9.1 Task Management for provider group assignment enable you to: Assign tasks to provider groups, enabling organizations to distribute those tasks among individuals within that group. Allow the members of a provider group to view all tasks associated with the provider group, regardless of individual task ownership, via the Groups folder in My Tasks. Configure whether the task displays the Provider Group assignment field. This configuration can be done by an administrator in the Task Type setup pages. Worklist In a collaborative environment in which responses to customer or peer inquiries are critical to the success of the support center, users should be able to delegate worklist items to other peers to balance workloads of internal agents. Allowing worklist access to be delegated to others solves the problem of managing and reassigning users assigned work when they are out of the office. Individuals and their supervisors can delegate access to their worklist items to other individuals or worklist groups, granting varying levels of access (read-only or update) for specified periods of time.

17 You can configure a date range for which the delegated user has access. In addition, supervisors with direct reports can configure access for each of their direct reports. This configuration capability is available now as part of the current User Preference functionality. In the following Worklist Options page: Burt Lee is providing Cassandra Jacobson read access to the individual worklist of his direct report, Terry Murphy, for the period of 06/05/2009 to 06/30/2009. Burt Lee is also delegating the group worklist Appliances_Western access to Zack Reilly s personal worklist beginning on 07/01/2009 and ending on 07/19/2009. Burt Lee s supervisor has not given anyone access to Burt Lee s worklist. The new enhanced capability of Worklist in CRM 9.1 enables you to specify other users who can access your personal worklist. Web Feed Enablement of CRM Worklist With the delivery of Web 2.0 technology using PeopleTools 8.50, PeopleSoft CRM 9.1 users can now leverage web feeds capability to share recently syndicated CRM transactional contents of users worklist details. Without being tied to the PeopleSoft CRM application, you can easily subscribe to and request periodic updates of your CRM worklist items from an internet browser of your choice. By leveraging Atom syndication format 1, PeopleSoft CRM 9.1 enables the administrator to provide a standard way to export CRM transactional data content to help CRM users manage their worklist items promptly and efficiently. The CRM users can subscribe to the published Worklist feed to receive syndicated content in a user-readable format from the PeopleSoft CRM Worklist.

18 Enhanced CRM Worklist page with Web Feed enabled for a user. Once you subscribe to the published Worklist feed, you see the following CRM Worklist details in the syndicated content. From this page, the user can click the CRM transaction ID (in this example, Case ) to navigate to the corresponding CRM component in the PeopleSoft application to view transaction details. If the PeopleSoft user session is not active, is terminated, or has not been established, the user will need to authenticate his or her identity with a PeopleSoft user login and password to drill down to the detail CRM transaction.

19 1 Atom Syndication Format, Internet Engineering Task Force (IETF) RFC 4287, Retrieved from PCI Compliance The Payment Card Industry (PCI) Data Security Standards provide for a definition of what data can be stored. PeopleSoft CRM 9.1 correctly addresses PCI compliance with a new enhancement that captures the Credit Card Verification (CCV) number only long enough to retrieve the transaction ID from the verification system and then releases the CCV data from the system without creating vulnerability of exposing such confidential data to an unintended user. You can enter the CCV number on any transaction that supports credit card entry (for example, order). When the transaction is saved, the system masks the number with XXX so that it is not exposed for unintended use. The new CCV integration in CRM 9.1 correctly complies with section of the PCI Data Security Standards version 1.2 2, which provides guidelines for the credit card validation code. Section instructs online transaction processing (OLTP) applications not to store sensitive credit card authentication code or value (three-digit or four-digit number printed on the front or back of a payment card) subsequent to authorization even if the data is encrypted. 2 PCI Data Security Standard (DSS) Version 1.2, The Payment Card Industry Security Standards Council, Retrieved from Product Management Oracle introduced in CRM 8.9 display templates, which enables a functional administrative user to configure the user interface of application pages and enables field level security. Over the years, more and more objects in CRM have been display template-enabled, meaning that they can be configured by means of the display template framework. In CRM 9.1, the object that represents the installed product, installed asset, installed service, and installed agreement are display template-enabled. This enables administrators to configure the fields and sections that are displayed, the labels of those fields and sections, and to set up field-level security.

20 The current installed product, asset, service, and agreement objects provide adequate functionality for modeling simple installation of hardware products; however, additional fields and information are required to track services, software components, network hubs, links, trunks, servers and grids, and other ancillary objects. To facilitate more complex configuration management without having to integrate with a third-party solution, customers need a mechanism to define product-related attributes so that they can better track installed products based on their asset type. For example, if a user had defined an installed asset type of Hardware, there would be a single product-installed page. However, if the installed asset type were a service, then the user would be presented with a different template layout with additional data fields to allow capturing of corresponding data and attributes to keep track of an expanded level of information. Display template-enabled enhancements include the ability to: Configure fields, sections, and pages to be visible in the installed product, asset, service, and agreements pages for corresponding setid. Change labels on fields, sections, and tabs within sections. Create a new display template for the installed product, asset, service, or agreement object and associate it with the corresponding setld and product type. Introduction of Product Group to Installed Product, Asset, or Service Page To allow one or more products for installed assets, the corresponding pages now include the new Product Group field. Additionally, the Product Group and Status fields have been added to the configurable search pages for the installed product, asset, or service to facilitate effective searching of installed components. You can search for installed products, assets, or services by product group and status. Additional enhancements to the installed product, asset, or service enable users to view in the installed product, asset, or service the: Service management order ID and its details Interaction history Asset owner and contact of the asset owner Additionally, you can search for installed assets by the asset owner in the Installed Assets configurable search page.

21 The installed product, asset, or service object has been redesigned and is template-enabled in CRM 9.1. Web Services To provide quick time-to-value and robust functionality to meet customers unique industryspecific business requirements, PeopleSoft CRM has leveraged Service-oriented Architecture (SOA) to deliver web services. Building upon the foundation of web services delivered in CRM 9.0, CRM 9.1 enables greater ease of integration with the delivery of additional web services, exposing CRM functionality externally to web service consumers. A set of new web services is now available for the PeopleSoft Customer Data Model (CDM), Marketing, Online Marketing, Sales, and Interactions. The following web service operations are available: PeopleSoft CRM CDM: Entity Creation Operations: Create a new company (with or without additional attributes) Create a new person as a business contact (with or without additional attributes)

22 Create a new person as a consumer (with or without additional attributes) Create a new site (with or without additional attributes) PeopleSoft CRM Customer Data Model (CDM): Relationship Association Operations: Associate a Contact with an existing Customer (Company or Consumer) Associate a Contact to an existing Site Associate a Person as an Account Team member to a Customer (Company or Consumer) PeopleSoft CRM CDM: Customer Update Operations: Update a company s header information Update a consumer s header information Activate a customer Inactivate a customer PeopleSoft CRM CDM: Contact Method Retrieval Enhancements Operations: Retrieve a context-specific contact method for a given business object, role, or relationship PeopleSoft CRM Marketing and Online Marketing Operations: Generate an audience Retrieve the generated results list of an audience Update an audience header information Search for audiences PeopleSoft CRM Sales Operations: Update a lead header information Update an opportunity header information PeopleSoft CRM Interaction Management Operations: Create an Interaction for a customer, contact, or partner along with a note subinteraction PeopleSoft CRM Wealth Management Operations: Create an at-risk record for a Wealth Management client Performance Application responsiveness and system performance are critical to the success of any CRM adoption and implementation. Poor system performance can negatively affect user adoption and customer satisfaction and is a strain on IT resources and budgets. Oracle strives to achieve optimal performance for their applications, and in PeopleSoft CRM 9.1, a significant investment has been made in the core areas to ensure that applications are delivering intended functionalities at their optimal performance. A white paper will be made available to customers describing the performance investment made in PeopleSoft CRM 9.1.

23 Additional Common Enhancements The attachments associated with a transaction can be included in the when you forward or send the from a PeopleSoft CRM transaction. For example, when you send a case note, the attachment associated with that note is included. Deprecated Products The following products will no longer be available for sale to new customers nor to any customers upgrading to 9.1 from a release issued prior to 9.1: PeopleSoft HelpDesk Dashboard PeopleSoft HelpDesk for Human Resources Dashboard PeopleSoft Infosync Client PeopleSoft Infosync Server PeopleSoft Mobile Account Planning PeopleSoft Mobile Configurator PeopleSoft Mobile Order Capture PeopleSoft Mobile Field Service PeopleSoft Mobile Sales PeopleSoft Order Capture Dashboard PeopleSoft Sales Dashboard PeopleSoft Sales for Blackberry PeopleSoft Service Dashboard Customers that have already licensed these applications may continue to use this functionality on the older releases. Note that for PeopleSoft Infosync Server only, the 9.0 version of this application can be used with PeopleSoft CRM 9.1 applications.

24 PeopleSoft CRM Marketing Enhancements The PeopleSoft Enterprise Marketing solution drives long-term customer value by enabling organizations to acquire new customers and retain current customers while also maximizing their return on marketing dollars spent. PeopleSoft Marketing provides a solid foundation for ongoing relationship communications with robust dialog marketing functionality enabling customer-centric organizations to drive awareness, demand, loyalty, and revenue. This section includes highlights of planned investment to the Marketing solutions. PeopleSoft CRM Marketing delivers enhancements in these areas: Enhancements That Are Common to Multiple Marketing Applications Event Management Marketing Online Marketing TeleSales Enhancements That Are Common to Multiple Marketing Applications Profile Enhancements Profiles, the framework that enables extensibility of the customer data model, enable you to capture additional attributes of individuals and organizations within PeopleSoft applications and to have those attributes leveraged throughout CRM to drive workflow and alerts, to search for and identify individuals and organizations, and to personalize Correspondence Management communications. Profiles are used extensively in Marketing. Within Marketing, they are used to build audiences, personalize Online Marketing web content and communications, and drive branching logic in multichannel campaigns and in dialogs, and they are used within Online Marketing web pages and surveys to capture information about individuals and organizations. This powerful profile framework has been enhanced to provide even greater value and to increase usability in the following ways: Profiles are displayed in alphabetical order and a search field is available for searching the profile that the user wants to use. Profiles can now be updated en masse. A new component (Manage Profile Updates) enables you to insert or update either single or multirow profiles for an individual based on an audience. An example of this is sending brochures to a specific audience as part of a marketing campaign and then updating a custom flag for all the members of that audience to indicate that brochures have been sent. This functionality is available in CRM 9.0.

25 Profiles are now easier to find when you select them as criteria to build audiences, insert them as dynamic and personalized content in web and communications, and perform other tasks. Event Management PeopleSoft 9.1 introduces a new product, Event Management, which is a complete solution for planning and running a wide range of virtual and in person events, from seminars, job fairs, open houses and conferences to webinars. In addition, PeopleSoft Event Management and Online Marketing provide a full-featured self-service solution supporting online registration, venue capacity checking, wait listing, early bird pricing, and credit card integration. PeopleSoft Event Management enables you to: Manage event costs and ROI by reducing event support costs through automated approval workflow and online registration, wait listing, and credit card payments. Access real-time updates of event information for accurate and timely responses. Event statuses (registered, waitlisted, declined) are updated in real time from the selfservice pages for accurate communication to event participants. Measure event success and drive follow-up actions: maximize event success by leveraging OLM surveys for retention, automated lead creation for recruiting, and OOTB metrics for event analysis. PeopleSoft Event Management provides the tools you need to deliver successful events from start to finish, including: Event planning Event invitation and registration

26 Analysis and follow-up Event Planning Marketers begin by establishing the event basics, such as the event name; important dates, such as the start, end, and RSVP date; venue and capacity; event owner; and whether the event is private or public. An event may be a part of a larger marketing campaign. For example, a university s undergraduate student recruiting campaign might include web advertisements, multiple open house events, and postcards. Event Management enables you to link the event to a marketing campaign, specifically a roll-up program, so that the high-level budgets, costs, and metrics can be rolled up from all related programs and events and be viewed for the overall campaign. Related Events Additionally, any number of events that are related to this event can be linked, for example, an open house that is repeated on different days in different locations.

27 The related events can be displayed as part of the self-registration process so that participants can sign up for similar events if they are not able to register for this particular event. Financial Data Financial data for the event can be defined, including budgets, planned and actual costs, and event registration fees, including date-based pricing such as early bird pricing. During the online self-registration process, the current price for the event is determined in real time. Event Approval Once the high-level detail for an event (budget, venue, and so on) has been defined, the event is submitted for approval before the rest of the event details are defined. The user can do this by setting the event status to In Review, which triggers an or work list entry to the event approver. The approver reviews the event and then sets the status to Approved. Additional data that can be set up at the event level includes resources (such as projectors and speakers), tasks, costs, notes and metrics. Event Sessions Marketers can also define multiple sessions for their events and a capacity and amount attended for each session.

28 Specific costs, metrics, notes, team members, and resources can also be defined at the session level, allowing for more detailed tracking of popular sessions. Event Participants Marketers can target their event to a specific list of participants. Event Management enables you to segment your prospect, customer, and employee data to build the right audience for your event. You can build the participant list both from audiences and by manually adding participants with the system automatically de-duping the participants so that the event invitation is not sent to the same person twice.

29 For each participant, all of the fields are initially blank until the Invitations have been sent. Event Invitation and Registration Once your event is defined and approved, you can invite participants to attend your event using , the web, or non-electronic channels such as postcards. If you send the event invitation using or the web, you can direct the recipient to an online registration page where he can register, decline, be waitlisted, or sign up for a future event. The online responses automatically update the registration status for the recipient within PeopleSoft Event Management and the response date and time are updated to help determine who to remove from the waitlist once space becomes available.

30 Organizations can build their own html registration page that automatically updates the event. Event Management determines the event price in real time and can take credit card payments (for event registration or donations) and display the payment transaction history. Related events can be displayed as part of the self-registration process so that participants can sign up for similar events if they are not able to register for this particular event or if the capacity for this event is exceeded. As the responses are updated automatically, marketers can view in real time all the participants and their current response status for the event. Additionally, they can view the participant counts on the initial page. This section gives an aggregate view of the individual participant rows and shows how many seats are still available for the event. PeopleSoft 9.1 Events Management also supports SMS, which can be used for event reminders, event directions, venue changes, and so on. Once the event actually takes place, the attended or no show field can be updated and any new prospects and leads added to the system.

31 Event Analysis and Follow-Up Event Management provides a number of different metrics to help you analyze how successful the event was in terms of revenue (for a fundraising event), leads and opportunities generated (for a recruiting event), attendance rates (for a seminar), and more. You can convert event success to action, leveraging event participant lists for the automated creation of leads, telesales campaigns, and follow-up communications, as well as leveraging integrated surveying tools of Online Marketing to survey invitees and attendees to identify future event interest and improve events for the future. The communications history of the event is also captured for both bulk s and print communication. PeopleSoft Event Management provides a comprehensive solution for planning, invitation, carrying out, and analysis of events and provides a robust self-service offering that includes capacity checking, credit card integration, and real-time event pricing. Marketing Marketing is a modular product that provides segmentation, campaign management, resource management, and marketing analytics, which enable marketers to plan and carry out outbound and inbound marketing strategies. For 9.1, the following enhancements are delivered: Audience Builder has been significantly enhanced for greater flexibility in building and managing audiences. Audiences can be built based on criteria outside of the CRM database. PeopleTools technology called Query Access Services (QAS) enables you to use queries to build audiences based on any criteria in any PeopleSoft database, be it HCM, CS, FSCM, or ELM. Individuals can be manually added to an audience, ensuring that even if they do not meet your audience criteria, they can be included in that audience. All members manually added or deleted from your audience are retained, even when the audience is regenerated. Managing membership of large audiences is easier with the ability to search for specific people within the audience. You can be sure that specific people are included or removed from the audience. Marketing Campaigns and Programs are enhanced to improve usability and consistency of user experience with other PeopleSoft CRM applications. The following enhancements are included in the release: You can record the program costs on the program page as opposed to having to do that in the Cost Summary tab.

32 A new History page tracks field-level audits and communications from the transaction as interactions. When printing correspondence as part of a marketing campaign, administrators now can define a single print job as opposed to multiple print jobs. This is a benefit when printing 100 letters to 100 individuals and the print job is 100 pages. In a single print job, the job runs without interruption from other print jobs. This enables a single preview experience as opposed to 100 previews, and simplifies stopping or canceling the print job. The bulk Print Correspondence engine has been re-architected for improved performance to better meet the needs of marketing organizations that require largevolume printing. Print Correspondence is used for printing correspondence from the audience or as an action in a multichannel campaign or in an Online Marketing dialog. Individual audience members can be added and deleted manually.

33 Notes and attachments have been added to the Campaign Activity level. Online Marketing Online Marketing provides interactive and web marketing functionality for building ongoing interactions that drive relationship communications and prospect qualification. In 9.1, we have built upon this foundation to improve application usability and enable organizations to build and web campaigns faster and cheaper and to deliver better results. For 9.1, the following enhancements are included in the release: Dialog Designer leverages the Adobe Flash plug-in for drag-and-drop creation of dialog flows. IT benefits from expanded platform support, as analysts are able to create dialogs using any PeopleTools-supported browser. This capability is also available for Online Marketing 9.0. The dialog recipient s end-user experience is improved by limiting the values on one drop-down field based on the value selected in another related field. For example, when Country = US, the states drop-down displays only US states. Users can find a more streamlined experience for Dialog Designer and Document Designer with a reduction of clicks, page transfers, and data entry as well as more intuitive navigation and enhanced search capability. Users can charge a credit card as part of the online dialog experience. This could be used to register for paid events, accept donations, and more. Additionally, logical branching based upon the outcome of that charge attempt can ensure that the proper follow-up takes place, for example, if the charge fails to show a different message than it would if it succeeded.

34 New custom actions are available in dialog designer, enabling you to further automate dialogs and convert dialog response to actions, delivering a personalized follow-up experience for each dialog recipient. New actions include the ability to: Send an SMS message. Create a lead. Add the person to a TeleSales campaign. Send print correspondence. New custom actions allow sending single and broadcast SMS messages as well as other actions. A dialog export tool with a simple user interface allows you to export the responses of dialogs and surveys as XML. The XML can be easily imported into Microsoft Excel or any other tool that supports XML imports, for analysis and manipulation. This feature is also planned for availability in 9.0. You can export the responses of dialogs and surveys as XML. System administrators of Online Marketing can sleep better at night with the availability of web clustering of the Dialog Execution Server (DES), allowing failover and load balancing for high-volume Online Marketing environments. This feature is also planned for availability in CRM 9.0.

35 A graphical Multichannel Campaign designer enables you to build sophisticated, event-based, multichannel campaigns using a drag-and-drop tool. Campaigns can be automated to a greater degree through the definition of the conditions for which the campaign advances and which action is taken. Additional marketing communication channels supported in 9.1 include SMS and Print Correspondence, and the ability to add an individual to a Telesales campaign. TeleSales TeleSales, formerly known as TeleMarketing, helps organizations create highly successful marketing campaigns over the phone. Marketers can manage the execution of outbound campaigns, communication, and resources as part of a closed-loop process that begins with initial planning and budgeting and extends to lead conversion, order capture, and ROI analysis. TeleSales has been enhanced to improve usability and consistency of user experience with other PeopleSoft CRM applications. Some of these usability enhancements include the following: The TeleSales object can take advantage of the Display Template functionality of CRM, enabling administrators to easily control the appearance and behavior of the TeleSales component to meet specific business needs. Administrators can control field visibility and field security and change field labels and section labels.

36 The TeleSales object can take advantage of the Active Analytics Framework functionality of CRM, enabling a closed-loop decision-making system in which business-intelligent applications or transactions can respond when conditions are met and specific actions are recommended. Using the Active Analytics Framework, Offer Management can now be used in TeleSales, recommending to the sales person the right product or service to promote and sell to the customer with whom he or she is interacting. The TeleSales search screen now uses the Configurable Search functionality or CRM, enabling administrators to control the appearance and behavior of the search pages and enabling you to personalize the appearance and behavior of search pages. The search also includes the ability to search for TeleSales Prospect records based upon the campaign activity. TeleSales agent success is improved with expanded visibility to critical information about the prospect. Agents can preview profile information about the customer prior to making the call, giving them the information they need to have a more relevant conversation and be more effective. In addition to a callback date and time, TeleSales agents can now specify an alternative callback telephone number (other than the one originally called) for a prospect.

37 TeleSales agents can specify an alternate callback telephone number for a prospect.

38 PeopleSoft CRM Sales and Order Capture Enhancements PeopleSoft Enterprise Sales Solutions helps organizations leverage the right solutions, channels, and resources to differentiate and win against the competition. Sales organizations can maximize sales productivity by leveraging metrics-driven planning and compensation tools to motivate and track performance, increase operational efficiency and lower selling costs by integrating sales processes across the enterprise and extending your sales reach through partners. PeopleSoft CRM Sales Solutions delivers enhancements in these areas: Sales Mobility Sales Order Capture Sales Mobility To address the challenges of sales user adoption of sales applications, PeopleSoft CRM provides PeopleSoft sales and contact management functionality on the handheld device with partner Antenna by delivering AMPower SALES for PeopleSoft CRM. This solution empowers sales representatives with the freedom to receive, retrieve, and enter vital CRM information anywhere, anytime. Sales people spend less time on paperwork and administrative tasks and focus more on profitable customer relationships. Using AMPower SALES, sales representatives gain reliable, full-featured wireless access to their PeopleSoft CRM system while they are on the move. Sales representatives can interact with critical customer and business information easily and securely while in the field. Readyto-deploy, out-of-the-box key functions mobilized by AMPower SALES include: Account management Contact management Opportunity management Lead management Calendar management Task management Call report management Designed with an intuitive, user-friendly interface, AMPower SALES incorporates powerful features that increase worker productivity and user adoption: One-click calling/ . Search information on the device and server. Configurable timed login for easy access.

39 Transparent over-the-air application deployment and updates. Flexible and efficient refresh to minimize airtime costs. This solution is offered by Oracle Partner, Antenna. Devices supported include RIM BlackBerry, Palm Treo and Windows Mobile. This offering is currently available for PeopleSoft CRM Sales 8.9,9.0, and 9.1. Sales To reproduce sales success, sales organizations are challenged to distill sales process best practices through the sales force. Additionally, sales people often do not have the customer insight they need when converting a prospect interest into a successful sale. In addition, because of the dynamic and changing nature of sales organizations, sales management and administration need sales tools that provide the flexibility to quickly respond to changes in the sales organization territories and assignments and for those changes to be immediately reflected in sales automation processes. Enhancements to Sales in 9.1 focus on improving sales representative effectiveness in lead and opportunity management, and giving managers and administrators better tools for lead and opportunity assignment and reassignment management. These enhancements are in the following areas: Lead and opportunity management Lead and opportunity assignment Other sales enhancements Lead and Opportunity Management Sales representatives can be guided through sales process best practices, task by task, with enhanced Task Management. On the Lead and Opportunity, the creation of predefined tasks, or Task Group Templates, can either be manually selected or be automated based on any criteria, such as the stage in the Opportunity sales process or Lead status, Lead rating, or Lead source ensuring that the sales representative takes the right action given the specific circumstances. Tasks that are populated can be preassigned to an individual or assigned to the sales user at the moment that the tasks are created on the Lead or Opportunity. Additionally, task due dates and durations can be preassigned. For example, if the Lead status is changed to Accepted, a task group can populate two tasks: one can be assigned to the sales person, start immediately, and be due in five days, and the second can be assigned to a sales manager, begin in five days, and be due one day later.

40 The task page on the Lead and Opportunity has a new option to select a task group template. Nontechnical sales administrators can easily create and set up task group templates and the conditions when the task group is automatically entered into the Sales Lead and Opportunity, using the Active Analytics Framework (AAF). A new AAF action is added for Sales Task, which prompts the administrator to choose which task group template should be populated when certain conditions are true. For building conditions, new terms are added to the data library to enable the task group to be instantiated based on the Opportunity sales stage. With greater visibility to customer and prospect information, sales representatives can sell smarter. Using existing functionality called profiles to configurably extend the customer data model, you can capture additional information about your customers and prospects using surveys or various CRM touch points. The customer information that is captured in profiles in CRM 9.1 can be displayed on the Sales Lead and Opportunity within the new More Info tab, providing sales representatives the customer or prospect insight needed to sell more effectively.

41 The lead and opportunity More Info page enables sales people to view or capture additional information about the customer. Lead and Opportunity Assignment Sales managers and administrators have greater flexibility and are more efficient when reassigning sales activities (accounts, leads, and opportunities) en masse from one sales representative (rep) or territory to another. The existing Reassign Sales Activities tool enables you to: Search for all activities in one territory and update the activity assignment to a new territory. When reassigning activities to the new territory, you can either keep the existing assigned rep or select a rep in the new territory. This gives sales management the flexibility to keep existing sales people assigned to important accounts as needed after a sales organization change. Reassign sales activities from multiple reps to multiple reps. Search for leads that require reassignment based on Date Created range, Date Last Modified range, and Lead Status. Search for opportunities that require reassignment based on Date Created range, Date Last Modified range, Estimated Close Date range, and Opportunity Status.

42 Sales administrators can use more granular criteria to identify the specific leads and opportunities that require reassignment.

43 Sales administrators can select one or more sales reps to assign sales activities from and to, reassign unassigned sales activities, or reassign to the same rep or different rep but preserve the current territory. The options for handling unassigned Leads and Opportunities is expanded. In addition to the existing capability for the sales administrator to reassign only unassigned activities, the administrator could also choose to reassign unassigned activities along with the chosen sales rep s activity. For example, the sales administrator can reassign all unassigned activities in a territory to a sales rep named Bob as well as reassign to Bob all activities that were assigned to Joan in a single step. Combining two steps into one reduces the sales administrative burden. The logic that is used to automatically assign a Lead or Opportunity to a sales rep has been enhanced to provide the option to auto-assign to the account owner first and, if no account owner exists, to then assign based on sales territory. This logic can be easily configured by the sales administrator and be evaluated whenever the auto-assignment logic is invoked.

44 Sales administrators can set up account-based assignment options for leads and opportunities. Other Sales Enhancements To simplify application configuration of the user interface for the sales Lead and Opportunity, the information on the summary pages has been hidden when the corresponding sections within the detail pages are hidden using Display Templates.

45 On the Summary Page Setup page, select a display template section ID for the corresponding summary section, which is used by the system to hide the section on the Summary page if its matching detail section is no longer displayed on any other pages of the component (as configured using a display template). Order Capture Enhancements to Order Capture in 9.1 focus on expanded pricing rule capabilities and flexibility to enable sales organizations to price products in ways that can differentiate them from other industry competitors and to simplify Order Capture processes. The enhancements are in the following areas: Enterprise Pricer integration Enhancement for recurring price rules Service Management improvement Advanced Configurator support for BEA Weblogic 10.3 Credit card integration

46 Warranty and agreement Bulk change Enterprise Pricer Integration The Enterprise Pricer is a common component shared between CRM and PeopleSoft Supply Chain Management (SCM) for the purpose of quote and order pricing. CRM expands its uptake of Enterprise Pricer capabilities in the areas of price rules, arbitration plans, and enhancements to price lists and pricing dates functionality. Organizations now have far greater flexibility to define price rules and arbitration plans, better meeting their business needs with the following enhanced capabilities: Expanded Price Rule Capability A few examples include the ability to define price rules for one-time use, basket pricing, buy one get one, mutually exclusive price rules, and caps on price adjustments, and supporting compound pricing formulas and the ability to use a mathematical expression to determine the price. Administrators can create price rules using mathematical expressions Enhanced Arbitration Plans Including the definition and use of rounding rules and the ability to configure arbitration plan decision points.

47 The enhanced arbitration plan setup supports the use of rounding rules and the ability to configure decision points. Greater Price List Flexibility Allows setup of list prices that are different based on the quantity ordered and the ability to define zero prices. Administrators can specify zero prices for products and services in the price list definition. Price based on Pricing Dates The ability to configure pricing based on any date fields that are found on the order and to reprice an order based on an as of date.

48 Enterprise Pricer supports the defintion and execution of price rules based on dates. Enhancement for Recurring Price Rules Existing recurring price rule capability is improved to benefit organizations that sell subscription-based products or services with specific frequencies. Administrators can create price rules to support recurring pricing. Additionally, all nonrecurring pricing capabilities available in 9.1 are available for recurring pricing. Administrators are able to update a price list and price rules for recurring pricing.

49 PeopleSoft 9.1 CRM supports the creation of price lists for recurring pricing. Service Management Improvement Enhanced functionality in Service Management supports updating of billing account numbers and billing contacts for multiple installed services and products at once. This service management enhancement supports the scenario in business-to-business sales in which changing billing contact information is necessary for all accounts associated with a company after a billing administrator is no longer in that role.

50 Bulk Change In CRM 9.1, the existing feature has been enhanced to allow changing the account number and the contact information in Installed Products in a bulk. To facilitate this functionality, the existing business project for Change Action in Service Management has been modified to support the change in the implementation of service phone number. Additionally, a change has been made to enable the service phone number, on the order line, as an attribute. Advanced Configurator Support for BEA Weblogic 10.3 CRM Order Capture application is integrated with the Advanced Configurator, which now supports BEA WebLogic Credit Card Integration The various CRM payment transactional entry points are enhanced to accept the credit card verification number, and its validation is now included as a part of the payment authorization process. In situations in which the card data is accepted but not immediately authorized, the verification number is stored temporarily in an encrypted format in complete compliance with PCI Data Security Standard. Once the card has been authorized (pass or fail), the verification number is deleted from the system. The confidential and private verification number is also removed in case a customer order is either canceled or expired. To ensure confidentiality of this secured data, the display of the verification number is fully masked with X characters until the value is deleted after authorization. The following credit card entry points have been updated: Installation Options New option to indicate whether the credit card verification number is required system-wide. If the number is required, edit checking occurs at entry points to display an error message if the value is not entered. The Verification Number entry field always appears regardless of this setting. Order Capture Employee-facing entry Order Capture Self Service Customer-facing entry Service Order and Service Agreements

51 Support Case Prepaid Accounts For purchase of prepaid minutes using a credit card Credit Card Test Harness Credit Card History An indicator is added to show whether a verification number was included in the transaction for reporting and data-mining purposes. Authorizations that include a verification number have lower service fees than those without, and this data may be useful to customers. The Recurring Billing Summary section within the PeopleSoft Order Capture application page displays the new credit card verification number masked with X characters. Warranty and Agreement Order Entry continues to provide ability to create and attach a warranty for the products in the Telecommunication vertical. Prior to CRM 9.1, agreements were enabled for Telecom orders only through business projects, which perform the background order processing. With the availability of BPEL integration, a web service used by the TelcoNewOrder business process has been modified to allow adding and processing of agreements for orders specific to the telecommunication industry. Upon the submission of a communications order that includes an agreement product, the enhanced TelcoNewOrder business process creates the agreement and installed agreement automatically.

52 PeopleSoft CRM Service and Multichannel Communications Whoever your customers are, be they students, employees, partners, or those who buy your products or services, the PeopleSoft CRM Service solutions provide the tools your organization needs to provide superior and more cost-effective multichannel service to your customers, turning your contact center into a customer retention and profit center. This section includes highlights of planned investment to the PeopleSoft Enterprise Service and Multichannel Solutions. PeopleSoft CRM 9.1 Service and Multichannel Communications deliver enhancements in these areas: Case Management Case Configuration Knowledge Management HelpDesk and Change Management Response Management System (ERMS) Case Management Case Management encompasses the capabilities that enable the creation, management, and resolution of customer inquiries. Enhancements to Case Management in 9.1 focus on increasing agent productivity and contact center efficiency and improving SLA adherence. Investments in knowledge management, included in these Release Notes, also positively impacts the user experience and case resolution accuracy. Global and Duplicate Case Alerting A key challenge in contact centers today is to make service interactions as efficient as possible. Too often service agents are unaware that another agent is already working on a customer case, or are unaware of widespread global issues that may be affecting the customer. This lack of awareness of duplicate or global issues that are already being handled by another agent creates unnecessary redundancy and undermines contact center efficiency. To prevent the creation of duplicate cases and to alert agents to widespread or global service issues that might affect their customers, new functionality is provided to alert agents during the customer service interaction if the customer s issue may be related to a global issue or if it may be a duplicate of a case that already exists. With this functionality, contact centers can more proactively handle and react to global and duplicate issues, answer shopping is reduced, and productivity is improved by ensuring that only one agent is working the issue on behalf of many.

53 The 360-Degree View page shows Global Cases that may affect the selected customer. Global issues are denoted by selection of the Global check box on the case. On the 360- Degree View, agents can view all current global issues that are known to affect the customer, and they can also view all global issues that may affect the customer. For those global issues that may affect the customer, the system matches the products that the customer has installed to the product that is associated with the global issue and displays those global issues with a match in the 360-Degree View global cases node. Additionally, for global cases that are not product-related for example, HelpDesk for Human Resources usage when a payroll error has occurred all open global issues appear in the global issues node for the employee. If it is determined that the global case is indeed the issue that affects the customer, the agent can simply select the global case and with the click of a button have a new case for the customer automatically created and associated as a child with the global case. Alternatively, the agent can choose to add the customer as in interested party to the existing global case. On the case, a more sophisticated search match can be invoked to identify global or duplicate cases that match the information entered in the customer s case and alert the agent in a user-friendly pop-up message. A relevancy match score is displayed for each global duplicate match if the match rules are configured to search based upon a keyword match on the case subject.

54 A pop-up message displays the case match results. You can build your global or duplicate case match rules specific to various business units and provider groups. Match rule options are quite flexible and can be based upon: Verity keyword on case subject and the ability to specify a minimum match score Incident location (address and intersection) Customer (company, contact, site, region) Employee (employeeid, department, location) Product (product, serial, asset tag) Case information (case type, subtype, category, specialty type, detail, provider group) Additionally, a filter can be placed on the match rule to ensure that only cases of a certain status and created for a specific period of time are evaluated in the match. For example, a global match rule filter may filter in cases that have the global flag set with a status of Open that were created in the last month.

55 Case match rules define how new cases can be identified as a potential duplicate case or as one that may be related to a global case. The new global and duplicate match functionality leverages existing functionality that streamlines the case closure process such that when the global or duplicate case is closed, all related cases are automatically closed and customers are notified with the details. In addition to the proactive alerting that occurs on the Case and 360-Degree View, agents and managers can search for global and duplicate cases using the case search functionality. The case search has been enhanced by the addition of search fields for the global case, relationship type, and relationship. This enables agents to do searches such as all cases created today that are children of a global case or all cases that have been identified as duplicates this week. Case Reassignment and SLA Usage Monitoring

56 In the best of contact centers, perhaps 80% of customer inquiries are resolved on first contact the person who picks up the phone, reads the , or opens the case created in self-service is the same person who resolves the inquiry. The other 20% of the time, it may be necessary to reassign the case one or more times, or to escalate it. It is important to enforce accountability for meeting the customer-committed service level agreement (SLA) as the case is reassigned, be and to ensure that each person understand the role they play in meeting or breaking the SLA commitment. When you can track SLA usage at the agent level, contact centers can understand where the SLA commitment bottlenecks are and be better positioned to act to improve SLA adherence. With this new feature, agents and managers can identify which provider groups and individuals have been assigned to the case and whether they have contributed to the resolution of the case within the customer-committed service-level agreement. Each time the case is assigned, the assigned agent and provider group reassignment date and time is timestamped and the duration of time assigned is tracked. Additionally, the percentage of the SLA that has been used by that agent or provider group is calculated. An assignment tracking section on the case displays this information, making all agents, provider groups, and their managers aware of how much time and SLA each assignee has used, increasing accountability through the reassignment process. Management can be alerted to missed SLA commitments and bottlenecks. Case administrators can build workflow notifications that leverage the historical assignment data, duration of assignment, and SLA consumed to notify managers and interested parties if an SLA commitment might be or is missed. Reports can be built leveraging PSQuery that identifies provider groups and agents who are meeting their throughput goals and where the bottlenecks are. Additionally, the case search has been enhanced, enabling agents to search for all cases they have been previously assigned. Guided Case Resolution with Task Management

57 It is important that agents in the contact center follow best practices, policies, and procedures when interacting with customers. If an agent is guided through the process, you can be assured that customer interaction and issue resolution procedures and best practices are being adhered to. New task management functionality for the contact center can provide this guidance to your agents. Agents can be guided through case resolution, task by task, with enhanced Task Management. On the case, the creation of predefined tasks, or task group templates, can be either manually or automatically initiated. Agents can manually select the task group template from a drop down list box, which will populate one or more predefined tasks. Tasks that are populated can be preassigned to an individual or assigned to the agent at the moment that the tasks are created on the case. Additionally, task due dates and durations can be preassigned. For example, if the agent selects a task group template of Customer Complaint, two tasks could be populated. The first task could be Check customer complaint case history and could be assigned to a customer satisfaction specialist with an immediate start date and a due date of five days later. The second task could be to Investigate customer complaint and could be assigned to a contact center manager with a start date with a delay of five days and a due date of one day later. The task page on the case has a new option to select a task group template. Nontechnical administrators can easily create and set up task group templates, enabling your contact center to rapidly adjust to changes to policy and create new task groups quickly and easily. Other Service Enhancements The HelpDesk for Human Resources, HelpDesk, and Support applications contain userexperience and functional improvements in the following areas: Case Notes leverage the PeopleTools 8.50 rich-text editor, enabling agents to compose formatted notes including images, hyperlinks, and more. You can also filter your case notes based on note type.

58 The Case Quick Code, which is a productivity feature that prepopulates the case based on the customer inquiry, can prepopulate a solution and solution status on a case. This change makes quick case resolution even faster for agents, bypassing the need to search for solutions and resolving and closing the case with a single click of the Save button. A new 360-Degree View button has been added to the toolbar, which transfers the agent to the 360-Degree View search rather than returning to the 360-Degree View for the customer identified on the case. The agents choose this button to transfer directly to the 360-Degree View search screen so that they can take the next call, reducing a click and saving time. Case Configuration To respond quickly to the software changes required to meet the needs of your business, it is important that the software be easily configurable by a nontechnical user. PeopleSoft CRM has invested heavily over the years in making our applications more configurable, and in the 9.1 release we invested in making the administration pages used for configuring the applications easier to use. Case Category, Specialty Type, and Detail Administration Redesign Category, Specialty Type, and Detail (CTD) are fields used on the case to hierarchically categorize the type of issue for which a customer has contacted the contact center. The types of issues that customers have are dynamic and change over time or could be seasonal. For example, for city government 311 contact centers, the ability to track issues regarding snow removal may be valid only during the winter months. Additionally, for other contact centers, you may be making a new service or product available to your customers and administratively you would prefer to set up those configuration options in advance and make them available to agents on the date that the new offering becomes available. The setup of the Category, Specialty Type, and Detail has been enhanced to meet these needs, as well as to allow reusability of the Category, Specialty Type, and Detail components and to simplify administration to make the task of creating and modifying far less data-entry intensive. Categories, specialty types, details, and their related competencies are created and edited in one convenient component.

59 With CRM 9.1, when you are configuring the Category, Specialty Type, and Detail values and their relationships, you can create the CTD values independent of each other and then reuse them as often as needed in various CTD relationships, or combinations. For example, if you have a CTD of Payroll/Paycheck/General Inquiry and another CTD of Benefits/401K/General Inquiry, you can create the Detail value of General Inquiry once and use it for any CTD combination that needs it. This dramatically reduces data entry for the administrator. The CTD combinations can be activated or deactivated either immediately or at a future date. This enables you to administer CTD combinations well in advance of making them active, and to better support the need for seasonal-specific CTD combinations, such as supporting HR open enrollment questions only during that time of year. Administrators can make CTD combinations active for a specific start and end date. Agents and self-service users can see and select only the active CTD combinations in the case. Administrators can edit the Category, Type, and Detail combination inline within the CTD combination page.

60 By ensuring that certain CTD values are available only when they are valid, the drop-down options are relevant to the agents and self-service users, making it easier to select the right one, increasing reporting accuracy. The new design also enables the administrator to reactivate a previously inactive CTD combination when needed for repeating seasonal CTDs. Additionally, the user experience for creating and managing the CTD values and CTD combinations has been redesigned to reduce data entry, clicks, and page transfers. Administrators can update CTD combinations en masse, or one at a time. Updates en masse include the ability to copy (clone), update start date, inactivate, reactivate, and delete. The ability to copy and modify an existing CTD combination simplifies the creation of new combinations that are similar to existing combinations. For example, if you have an existing combination of Payroll/ Paycheck/ General Inquiry and you want to create a new combination of Payroll/ Paycheck/ Paycheck Error, you can copy the existing combination and simply change the Detail value. The redesign also improves usability of searching, enabling administrators to quickly find the CTD values and combinations they are looking for. Knowledge Management Ease of use, relevant content, and accurate search results are critical to the success of knowledge management in today s contact center. To address these needs, enhancements to CRM 9.1 such as rich-text knowledge base solution content, solution security, and searching of solution attachments provide increased search accuracy and relevancy benefits for both self-service and contact center users, reducing your contact center costs. Rich-Text Editor Solution administrators can author solutions with rich-text content within PeopleSoft software, delivering formatted content that contains hyperlinks, images, and more. The PeopleTools 8.50 rich-text editor is embedded in the Solution administration pages giving administrators the flexibility to author and deliver visually compelling knowledge base solutions. For consistency of look and feel of the solution content, administrators can also use new template functionality to provide a default predefined solution format, content, or both into the solution during the authoring process. The rich text editor allows you to create professionally formatted solutions.

61 Improved End-User Experience for Managing Solutions Agents can personalize the knowledge base search behavior to either include or exclude authorized solution libraries in their solution search, yielding improved search result accuracy. Employees and customers in Employee Self-Service or Support for Customer Self-Service can view HTML solution content in a larger, more user-friendly page, reducing the need to scroll. The Solution page has been redesigned to be more consistent with the user experience of other PeopleSoft pages. Additionally, the solution administration user experience is less data-entry intensive because of these improvements: Simplified solution FAQ setup. Enhanced administrator Solution search. Reduced copying of solution content by enabling a solution to be associated with multiple solution libraries. Reduced solution keyword administration with Verity search enhancements enabling the content of attachments associated with solutions to be searched. Multi-Library Solutions With solution management in PeopleSoft CRM, administrators group solutions together into like categories, or solution libraries. Some solutions may have relevancy to multiple groupings. In CRM 9.1, administrators have the flexibility to allow a single solution to be associated to multiple libraries.

62 A solution can be associated with multiple solution libraries. In this example, the solution is associated with the Appliances, Commercial Appliances, Dishwasher, and Western Region solution libraries. Enhanced Solution Security The solution security that limits the ability to view solutions in the knowledge base search has been enhanced. The solution administrator is able to restrict access to solutions within solution libraries in both self-service and the agent-facing solution searching, filtering out content that is either irrelevant or sensitive. The result is faster, more relevant search results. The security criteria, which restrict access to solutions within solution libraries, are based upon: User Role Ensures that agents, customers, and employees see solution content specific and relevant to their user role. Agent Location Ensures that agents see only solution content that is specific and relevant to their location. Employee Location Ensures that employees (for HelpDesk and HelpDesk for HR applications) see solution content that is specific and relevant to their employee location. Customer Region Ensures that agents and customers (for the Support application) see solution content that is specific and relevant to the customer region.

63 Solutions security is set up at the Solution Library level. HelpDesk and Change Management Enhancements The enhancements are in these areas: Change Management. HelpDesk Change Management The PeopleSoft Change Management solution ensures that standardized methods and procedures are adopted for the change management process for more efficient and prompt handling of all changes. The result is improved availability, performance, and throughput.

64 The change requests have been enhanced to improve usability and consistency of user experience with other PeopleSoft CRM applications, specifically the Case Management capabilities. The following usability enhancements have been provided: The ability to search change requests by provider group or product ID. The Product Group field is automatically related to the Product ID field when a product group is selected; the Product ID field is filtered to return only products assigned to the selected product group. When a product ID is entered on the change request, the asset tag is automatically populated if the asset owner has one and only one asset with the selected product ID assigned. When you close a change request, it is date and time-stamped with a close date. To ensure correct closure of a Change Management request with Installed Assets, the affected asset is updated with new configuration information, such as a new asset owner. If product IDs are added, the change requests are configured with attributes, then ancillary attribute details are displayed on installed products. A Requested By Date on the change request is available. Text Tray is enabled for the Description field of the Change Request page and for the Details field on the Notes page. The modified page tab order is similar to that of the Case component, and new item counts have been added to the Notes, Tasks, Related Changes, Related Actions, and Interested Parties page tabs. The Tasks tab displays a count of the task items for the change request to visually indicate whether the user should go to that page to perform required tasks. HelpDesk PeopleSoft HelpDesk continues to deliver capabilities enabling our customers to conform to ITIL (Information Technology Infrastructure Library) industry standards. PeopleSoft CRM HelpDesk now enables you to indicate how quickly a problem or case must be resolved in compliance with the prioritization criteria of the Incident (Case) Management within ITIL industry standard. By using the new Urgency field on the case, the agent can indicate the degree (High, Medium, or Low) of the impact to the business in conjunction with the Priority field that already exists on the case.

65 The Urgency field indicates the degree (High, Medium, or Low) of the impact to the business. The Urgency field data can be fully leveraged with existing case management functionality: Urgency values are user-configurable. The Urgency field can be configured to be completed by default within the Case Business Unit setup. Urgency can be set with the Case Quick Code. Users can search cases by the urgency value. The Print Case page includes the urgency data. Urgency has been added as a term in the AAF data library, meaning that it can be used for dynamic content in templates, for building AAF policy conditions, and anywhere else in CRM that AAF terms are leveraged.

66 Response Management System Enhancements The PeopleSoft Multichannel Communications Response Management System (ERMS) helps contact centers manage large volumes of inquiries, providing the tools to quickly and accurately respond with the right resolution. For CRM 9.1, ERMS has been enhanced to better integrate with the Case Management processes of the Support, HelpDesk, and HelpDesk for HR applications. The enhancements are: Automatic case creation from inbound . Simplified response and problem resolution from the case. Improved ERMS workspace. Additional ERMS enhancements. Automatic Case Creation from Inbound To enforce the procedures and processes implemented in your Case Management system when interacting with customers that submit inquiries using the channel, in CRM 9.1 you can configure your ERMS system to automatically create a case from an unstructured inbound . Administrators can set up the system to create cases automtically for incoming s

67 The case categorization can be prepopulated with the content of the . This includes: subject Case Subject body Case Description Sender Case Contact Additionally, the case provider group assignment by default can be the same as the worklist group, or queue, that the inbound was routed to. Further logic is used to determine how case contact information is provided when the person that sent the is unknown, meaning that the address does not exist in the system or the address matches two different contacts. The system can be configured to either set the case contact to anonymous or to automatically create a new customer or employee in the system or, if the matches two or more contacts, allow the agent to select the right one. Simplified Response and Problem Resolution from the Case When a case is automatically created from the , the customer expects that the response to their inquiry and the resolution of the issue will also be sent by . In PeopleSoft CRM 9.1, the agent task flow for resolving cases using the channel is evaluated to reduce clicks and simplify the process for agents, making them more productive when responding using the channel. First, administrators can configure which user experience to make available to their agents for composing communications from the case the new Outbound Notification page or the enhanced Workspace (more information about those enhancements can be found subsequently). To learn more about the Outbound Notification page, see the preceding Correspondence and Notifications section. When the agent uses the new Outbound Notification page on the case to compose an response to the case contact, a new Send and Solve Case button will, with a single click, send the that was composed and put the case into a Closed-Resolved status as well as associate a resolution with the case at the same time. This one click dramatically simplifies the case resolution process. The resolution is automatically selected by logic to either select the solutions that have been searched in the knowledgebase or supply a predefined solution by default.

68 The Send and Solve button is in the toolbar of the new Outbound Notification page that is initiated from a case. When cases are reassigned or escalated from one agent to another, the agent needs an easy way to see all notes and communications with the customer. In CRM 9.1, the Case Notes also includes the summary of the communications sent (either from the Workspace or the Outbound Notification page) and received relating to the case, providing a single place for the agent to go for the communication and notes summary. Additionally, if multiple cases are linked to an , the outbound response is added as a note for each of those cases. Improved ERMS Workspace To help streamline the user experience by reducing the number of mouse clicks and page transfers when you are composing an response for a simple or complex issue, the Workspace has been improved further in CRM 9.1 to address agent efficiency and productivity. The following enhancements are planned for CRM 9.1: The ability to compose outbound communications using a rich-text editor. The ability the select an html template in the response.

69 Better integration and consistent user experience between the workspace and CRM transactions. An option for an administrator to configure the system such that when an agent creates an from a case in response to an inbound , they will be presented with either the full-featured workspace with multiple tabs and functions, or the response-only view, which includes only the response tab. The is added to the case as a note along with any attachments attached to that when the agent creates a new case from the Workspace. Product group and product drop-down list boxes no longer show all product groups and products that exist in the system, but rather show only those product groups and products that are specific to the appropriate setid. The enhanced Workspace in CRM 9.1 includes a new rich-text editor embedded in the page. Additional ERMS Enhancements The inbound processing capability is enhanced by providing the option to either route the to the user who sent the outbound or route the using the native routing logic for inbound s.

70 The Process customer response as new functionality provides the option to either route the to the user who sent the outbound or route the using the native routing logic for inbound s.

71 PeopleSoft CRM HelpDesk for Human Resources and Workforce Communications PeopleSoft CRM offers integrated solutions for Human Resources enabling HR-shared service delivery with the HelpDesk for Human Resources solution, and a two-way dialog between the workforce and the Workforce Communications solution. Together, these solutions enable a smarter, more cost-effective and strategic way for HR to do business with the workforce. This section includes enhancements in PeopleSoft CRM 9.1 for: HelpDesk for Human Resources Workforce Communications HelpDesk for Human Resources In today s economy, HR organizations are being asked to do more with less. HR organizations are evaluating how they can streamline HR processes and HR service delivery to reduce the cost to serve while providing service levels that the workforce has come to expect in a service experience. Enhancements to the HelpDesk for Human Resources focus on improving HR agent productivity and efficiency and increasing use and user acceptance of lower-cost service channels such as self-service and . Additionally, the HelpDesk for Human Resources provides integration with Oracle E-Business Suite Human Resources release 12.1, leveraging Oracle integration technologies. Case Management, Knowledge Management, and Multichannel Communications Enhancements The HelpDesk for Human Resources is a mature contact center solution that is integrated with PeopleSoft Human Resources. In CRM 9.1, the HelpDesk for Human Resources benefits from significantly enhanced case management capabilities, with a focus on increasing agent productivity and contact center efficiency, and improving SLA adherence. In addition, investments in knowledge management will positively impact the user experience and case resolution accuracy. For more information about the HelpDesk for Human Resources case management and configuration, multichannel communications, and knowledge management enhancements, please see the previous section titled PeopleSoft CRM Service and Multichannel Communications.

72 HelpDesk for Human Resources Integration with Oracle E-Business Suite Human Resources R12.1 PeopleSoft CRM HelpDesk for Human Resources is one of three critical technologies for optimized HR service delivery help desk, self-service, and portal. HelpDesk for Human Resources is a solution that optimizes HR support operations by providing centralized, costeffective, multichannel service to your workforce throughout the full HR life cycle (hire to retire). When your employees have benefits or payroll inquiries that cannot be resolved online, or if a grievance needs to be managed, the HelpDesk for Human Resources provides your HR organization the case management, knowledge management, task management and workflow tools it needs to apply best practices to every inquiry regardless of channel. This ensures that answers are provided quickly and consistently and that proper procedure is followed. Additionally, the HelpDesk for Human Resources adheres to stringent HR security requirements, enabling you to secure your most sensitive HR inquiries and cases to a group of individuals. As compelling as the contact center capabilities delivered in the HelpDesk for Human Resources are, even greater value can be gained with delivered integration with HR. The HelpDesk for Human Resources for CRM 9.1 provides delivered integration with Oracle E- Business Suite Human Resources release 12.1, leveraging Oracle integration technologies, providing further improvement in HR staff productivity and reduced IT costs. The delivered integration between the two applications includes synchronization of basic workforce data from HR to CRM; a real-time view of HR data within the HelpDesk for HR worker 360-Degree View; and seamless navigation via predefined links to HR pages leveraging single sign-on and user security authentication. Action links from the Case page provide quick access to HR system pages. These three types of delivered integration enable the following capabilities: Synchronization of basic workforce data from HR to CRM. To provide service to and create cases for the workforce, basic workforce data must reside in the HelpDesk for Human Resources. Workforce data can be synchronized in full for the initial load of data, and subsequently workforce data in E-Business Suite HR can be synchronized incrementally as changes occur, for example, when a new employee is hired or when an employee s name, location, or department is updated.

73 Real-time view of HR data within the HelpDesk for HR worker 360-Degree View. The HelpDesk for Human Resources provides even greater value with a 360-Degree View of the workforce, integrated with HR, providing your HR staff a complete view of an individual s HR and CRM history all in one page. This 360-Degree View of the individual enables HR staff to answer up to 70% of inquiries immediately by simply retrieving the information needed from this one page. XML messaging is used to request the data for the worker from E-Business Suite HR and display it on the 360- Degree View. The message restricts the data retrieved to ensure that HR agents see only the appropriate workforce data in the 360-Degree View based on their security settings in the HelpDesk for Human Resources. Seamless navigation to predefined HR transaction links, leveraging single sign-on and user security authentication. Even greater productivity can be gained from the HelpDesk for Human Resources by making it simple for HR agents to quickly navigate to the Business Suite HR pages to either make an update or retrieve more information. HelpDesk for Human Resources Action Links delivers predefined dropdown lists of commonly accessed HR pages with some that are US versus UK specific, organized by category. Categories of Action Links delivered include Absences, Assignment, Maintain Worker, Manage Benefits, Manage Payroll, Personal, and Tax and Statutory. With one click to select the HR page from the dropdown list and a second to click the go button, the HR agent is directly logged in to the HR application with single sign-on and taken directly to the record of the worker they are assisting, bypassing the search page. Security controls access to the HR pages and the user is authenticated prior to transferring to HR.

74 This HR data is displayed in the 360-Degree View.

75 The data includes employee personal information, country-specific job and position summary information, pay summary information, as well as benefits, absence, and direct reports information. With the HelpDesk for Human Resources integration with E-Business Suite HR 12.1, Oracle E-Business Suite HR customers can now experience the same HR service delivery benefits that come with integration that PeopleSoft HR customers have enjoyed for years. Workforce Communications HR organizations are under growing pressure to produce better results at a time when budget, personnel, and other critical resources are limited. Success in this environment can be challenging and requires organizations to focus resources on the most strategic initiatives those that provide the greatest value to the organization and align with organizational goals and objectives. PeopleSoft Workforce Communications is a comprehensive solution for planning and delivering HR programs and surveys to the workforce and can help HR organizations address these challenges. PeopleSoft Workforce Communications is the first and only solution in the market that enables HR organizations to deliver the right message to the right audience; capture workforce feedback and take action; and gain program insight and quantify success. PeopleSoft Workforce Communications capabilities include:

76 HR Programs and Communications - HR organizations can communicate relevant, targeted messages to specific workforce populations using channels such as the intranet, , newsletters, direct mail, events, surveys, and poster displays. A program or a set of related programs can be managed collaboratively from start to finish by people at all organizational levels. Messages communicated to the workforce can be highly personalized and can include rich, graphical content. Surveys - HR organizations can have direct line of communication and feedback from the workforce using surveys. HR organizations can build and roll out surveys to targeted groups of individuals. Survey communications can be personalized and survey results can be scored for easy measurement and comparison. Surveys can also be submitted anonymously to ensure recipient confidentiality. Reporting and Analytics - Decision-support tools can be put in the hands of the decision makers, enabling them to make informed recommendations and take appropriate action. Agents and managers at all levels can review, analyze, and therefore quantify the success of their HR initiatives. Integration and Security - Integration with PeopleSoft HCM enables numerous HR attributes to be used for specifying workforce populations to target with programs and surveys, personalizing surveys and other communication, and analyzing program results by different worker criteria. Data-level security features prevent illegal access to HR programs and surveys. Workforce Communications is available in CRM 9.1 and is also available in CRM 9.0. The Workforce Communications Release Value Proposition is available for 9.0 for more detailed information about the solution. For CRM 9.1, Workforce Communications is integrated with Oracle ebusiness Suite HR With this integration, Oracle ebusiness Suite HR 12.1 customers can take advantage of the breadth of Workforce Communications capabilities described previously. The Workforce Communications solution is built upon the PeopleSoft CRM Marketing and Online Marketing solution foundation for the HR programs and communications, surveys, reporting, and security functionality. For CRM 9.1, enhancements include a focus on improved application usability to enable organizations to build communications, surveys, and web campaigns faster and cheaper; expanded security capabilities; and greater flexibility in building and managing audiences. For more information about the Marketing and Online Marketing enhancements that add value for Workforce Communications, please see the previous sections titled Marketing Foundation, Marketing, and Online Marketing.

77 Agents and managers at all levels can review, analyze, and quantify the success of their HR initiatives.

78 Industry Enhancements PeopleSoft CRM 9.1 offers best of breed CRM capabilities for the Higher Education and Communications industries, building upon our core CRM suite and the Higher Education and Communications industry foundation of earlier releases. The industry enhancements are in these areas: PeopleSoft CRM for Communications PeopleSoft CRM for Higher Education PeopleSoft CRM for Communications Communication service providers operate in a very dynamic and competitive market. The rapid emergence and wide availability of new types of services such as VoIP (Voice over IP) and mobile broadband access show that long-anticipated convergence in the communication market is now a reality. This evolution has a big impact on the level of competition. The companies originating from different industries can offer their customers very similar services. The constant advancements in technology have greatly reduced the barrier to entry for new players in the market. In many countries, this trend is strengthened even more by regulatory changes that aim to increase competition and remove any barriers for customers to switch their preferred choices between different providers. Taking into account that many markets have already reached their saturation points, the key success factor for communication companies becomes the ability to retain their profitable customers. They can achieve this only by offering superior products or services. Operational excellence helps organizations mitigate a risk of customer churn due to poor perception of their services. One of the challenges in the communication industry is how to ensure a high service quality giving the complexity of offered products and processes that are required to support these products. Moreover, superior service is not only about high quality at an operational level, but also about the ability to offer innovative products and services, which are properly tailored to customer needs. PeopleSoft CRM 9.1 for Communication builds on the firm set of Telecommunication features introduced with previous releases and delivers new capabilities addressing challenges that arise from the communication market evolution. It is designed based on the extensive cooperation with leading communication companies, employing industry best practices and agents research.

79 Sample Graphical User Interface showing the Multilevel Bundle Offer order in the Product Configurator session. PeopleSoft CRM 9.1 for Communications enables communication providers to offer their customers: Tailored customer offers. Enhanced sales and service management processes. Tailored Customer Offers Providing even more flexibility in defining and maintaining multilevel product bundles enables communication providers to create bundles consisting of different types of services (for example, landline, broadband, and TV) and selling them together on the special commercial condition. Commercial Offerings and Functional Products and Services The capability to distinguish between commercial offerings and functional products and services allows for clear separation of commercial aspects of the offer and technical details of underlying products and services. Communication providers are able to define different commercial conditions (for example, bundling, sales periods, and so on) or change them in time while maintaining the single definition of the functional product or service.

80 Commercial component definition (atomic offer) Functional component defintion Group (Family Plan) Offers This feature enables administrators to define and maintain offers dedicated for the group of users (for example, shared minutes, shared number directory, shared photo album). Administrators can define how many and which customers can share a given offer.

81 Group or Family Offer product definition Commitments Introduction of the Commitments feature in CRM 9.1 enables administrators to define and maintain customer commitment agreements related to purchasing selected offers (for example, two-year commitment when buying a mobile subscription with free handset). Administrators can define conditions for which offers and what period commitment to apply. Commitment product defintion Trial Period Support

82 This enhancement provides customers the ability to test-drive newly purchased products and services for a specified period of time, during which customers can return products or cancel services freely without any obligation or penalty. CRM 9.1 supports the definition of trial durations and the computation of trial period end dates on all capture types simple orders (single and bulk), convergent orders, service management orders (single and bulk), and quotes. Product/Service Selling Period Ability to define product or service availability based on its offer start and end dates enables administrators to control offer availability to best provide the right package options at the right time for the consumers.

83 Administrators can specify the selling periods of product packages on the Package Components page. Eligibility Rule The Eligibility Rules feature restricts and controls to which specific group of customers (for example, premium customers only) or through which specific sales channel (for example, web channel only) offers can be sold.

84 Existing PeopleSoft AAF (Active Analytics Framework) capabilities in CRM enable eligibility rule conditions to be configured for evaluation at runtime. Split Billing Enhancement

85 Enhancement to the Split Billing feature provides customers more flexibility to define how they want to pay for their product or services. Customers can: Split service charges across multiple billing accounts (for example, charges for working hours during the normal week are paid by the employer and weekend charges are paid by the private account). Change billing account assigned previously to pay for the service recurring charges. Assign nonrecurring order charged to the selected billing account (that is, instead of paying up front, all nonrecurring order charges is added to the first invoice together with recurring charges). Split billing product definition Enhanced Sales and Service Management Processes Package Migration

86 Introduction of the Package Migration feature in CRM 9.1 enables customers to choose and change offering options that best fit their current needs. With the ability to separate between commercial offers and functional products and services, the service provider can carry on with the migration process without interrupting customer service (that is, only commercial offers be changed while the same functional products remain intact). Moreover, migration script rules are available to help automate the migration process of more complex commercial bundles. The new Package Migration feature is enabled between different customers. The CRM 9.1 Order Capture application is enhanced to allow migration of services between one or more customers. (For example, a wife and husband are able to consolidate their two mobile service subscriptions under one contract to take opportunity of promotional pricing. Similarly, a user can request a migration of his current contract having two play options to a new contract containing three play options.) The Order Capture application lets you migrate products and services from one play to another play in an existing contract or a new contract. Convergent Order With introduction of the multilevel bundle feature, a new order type has been introduced to allow for better integration of service management and sales processes (for example, up-sell of the current installed product to the new offer).

87 In CRM 9.1, all new products and service management information can be captured in a single order. Improved Product Administration and Configuration Product Administration and Order Capture are enhanced to support more specific configuration rules that are useful in modeling communication products and services. For example, they provide the ability to: Utilize the new concept of logical sentences, rule scopes, and cardinalities to define prerequisite or incompatibility validation rules. Impose restrictions on attribute values based on the bundling of commercial offers. Enable automatic configuration process (for example, the Brings on Creation rule allow defined products, which should be automatically added to the order based on selection of another product).

88 Administrators can define various configuration rules that are used in modeling communication products and services. PeopleSoft CRM for Higher Education PeopleSoft CRM for Higher Education 9.1 is our largest release of higher education, industryspecific features to date. The investment focus of this release is to deliver deep integration with PeopleSoft Campus Solutions for best practices recruitment and retention business process flows. Furthermore, a new constituent contact center solution along with a Constituent 360-Degree View provides your staff with the constituent insight they need to efficiently do their jobs. Enhancements in this area fall into the following areas: Recruiting Retention Service Center for Higher Education Constituent 360-Degree View Recruiting With more than 2.5 million students matriculating to a college campus for the first time each year, the role and responsibility of admission and enrollment personnel in higher education has become increasingly critical to the success of the institutions and the experience of the student. The recruitment funnel, where a high number of inquiries of prospective students from numerous entry points narrows to and moves toward application and ultimately a smaller number of matriculated students, is starting earlier and lasting longer and requires targeted and accurate communication to move that prospective student through the funnel successfully.

89 To better align with the recruitment process of HE institutions and to provide recruiters with more of the tools they need to be successful, PeopleSoft CRM for Higher Education 9.1 is now the system of record for recruiting. You can now create prospective students (and their related academic information) manually in CRM for Higher Education, have them self-register on the web, or load the information in bulk through a new Prospective Student Import feature. This new methodology allows prospective students to be recruited from PeopleSoft CRM for Higher Education without needing to create them in PeopleSoft Campus Solutions until the point at which they begin the application process. Because only a small subset of prospective students will ever begin the application process and subsequently enroll, the Campus Solutions database will be kept cleaner and will reduce the number of potential duplicates. To facilitate recruiting, we have added new features to better assign recruiters to suspects and prospects and to provide them with better data and contact management tools that they need to manage those relationships. In addition, a new Event Management module is now available to help manage and market recruiting events. Prospective Student Import A new Prospective Student Import feature that allows the bulk import of suspects and prospects into CRM for Higher Education has been added to CRM for Higher Education 9.1. The prospective students can be loaded directly into CRM for Higher Education using the import feature or sourced from the Campus Solutions test score loads. A new Post to Enterprise CRM option allows Campus Solutions test scores to be pushed to CRM for Higher Education without creating new persons in Campus Solutions, therefore allowing CRM to be the system of record for suspects and prospects and preventing thousands of prospective students from cluttering the Campus Solutions database. At a high level, the following functionality is provided in CRM for Higher Education for the Prospective Student Import: An out-of-the-box integration with Campus Solutions, by which prospect and test score data sent from Campus Solutions can be processed and stored in a temporary staging area for further import processing. A standard XML message structure for HE prospects, which allows prospect data from an external source to be imported directly into CRM.

90 An import process that extracts raw data from the staging area, processes the data (validates it, transforms it, and identifies duplicates), and then posts it into the CRM Customer Data Model (CDM) and customer profile tables. A purge process that permanently deletes staging area data that is no longer needed. Manual Creation of Suspect and Prospects You can also manually create and maintain suspects and prospects directly in CRM for Higher Education rather than having to create them in Campus Solutions and push them across.

91 The career, program or plan, school, and test score information can now be maintained for a prospective student. The academics for a prospect.

92 Test scores for a prospect. In summary, suspects and prospects can now be bulk loaded into CRM for Higher Education with duplicate checking, manually entered in CRM for Higher Education or, as in prior releases, brought into CRM for Higher Education via a web front end using Online Marketing. Search / Match Capability A new robust Search / Match capability has been added to CRM for Higher Education based on the Campus Solutions functionality. When suspects and prospects are imported into CRM for Higher Education, Search / Match runs so that any potential duplicates can be identified and resolved. A new Results Administration component displays the duplicate search results and enables drilldown to

93 those persons to determine whether a match exists or whether a new person should be created. Additionally, when a constituent applies or quick admits in Campus Solutions, the Search / Match process identifies whether that person already exists in CRM for Higher Education and updates his or her life-cycle status to applicant or student. Many Marketing enhancements have been made (such as a new Event Management module for open houses, faculty events, and so on) that are described in the main preceding Marketing section. Lead and Opportunity Enhancements Leads and opportunities are used by recruiters to track the history of their communication with a prospective student, track prospect contacts, and determine the status of that prospect in the recruiting cycle. When a prospect is qualified from marketing activities, a lead is typically created in the Sales module and assigned to a recruiter. In CRM for Higher Education 9.1, a new assignment group is delivered to support the automatic assignment of recruiters and recruiting teams for Higher Education leads and opportunities. You can now assign recruiters by zip code of the last school attended and by institution, career, program, and plan for a more specialized recruiter. The recruiter can then follow up on the lead and track the progress of the prospect through the multiple lead statuses available. The academic information for a prospect is now displayed directly on the lead so that a recruiter can view and update the program and plan information in which a prospect may be interested. Once a lead progresses to a certain point (for example, when a constituent applies), the lead is

94 converted to an opportunity and the recruiting process continues until the constituent becomes an applicant and then, hopefully, an enrolled student. Enhanced Integration with Campus Solutions To fully leverage constituent relationships for the purpose of recruiting, retention, and fundraising, you need to understand where your constituents are in the overall life cycle. Without this insight, you might try to recruit students for programs in which they are already enrolled, send student retention surveys to graduated students, or worse, send admittancerelated communications to prospects who were denied acceptance. CRM for Higher Education 9.1 provides a robust integration between CRM and Campus Solutions for tracking the constituent life-cycle status from suspect to prospect to applicant to student to alumnus in order to ensure that recruiting, retention, and alumnus communications are targeted to the right audience. In CRM for Higher Education 9.1, we have focused on enhancing our current integration with Campus Solutions and added the following integration points: Control table loads (from CS to CRM) Setup information including academic structure, academic type and load, and school information is sent to CRM for Higher Education so that prospective students can be created in CRM for Higher Education. Additionally, security constructs including institution, career, program and plan security by user ID, and test ID security are sent to CRM for Higher Education so that PeopleSoft CRM for Higher Education will respect the same security out of the box as the Campus Solutions system. Incremental Synchs (from CS to CRM) To provide a real-time update from Campus Solutions to CRM for Higher Education, we have added incremental synchs for prospect, applicant, and student data. As changes are made in Campus Solutions to the prospect, applicant, or student (including applicant status, change of program, plan, and so on), real-time messages are sent to CRM so that CRM always has the most up-to-date information about that constituent, ensuring accurately targeted communications. Test Score Publication (from CRM to CS) Once an applicant is created in Campus Solutions, a message is sent to CRM that determines whether that person already exists as a prospect and, if so, updates him or her to an applicant. Additionally, if CRM has captured any official or self-reported test scores, information related to the applicant, or both, we will publish that information to Campus Solutions because it may be required as part of the application evaluation process. The new Student EIP is covered in the subsequent Retention section. In summary, PeopleSoft CRM for Higher Education 9.1 and Campus Solutions provide an end-to-end recruiting solution that enables tracking of the constituent life cycle from suspect through to alumnus with real-time integration to ensure that any outbound communications (both internally and externally) are accurately targeted.

95 Enable the calling of the Search/Match functionality when processing the PERSON_BASIC_SYNC and PERSON_BASIC_FULLSYNC messages. Retention The cost of replacing a student is far higher than retaining one. Therefore, once you have recruited and enrolled the best set of applicants, you want to ensure that you retain them. In CRM for Higher Education 9.1, we have added several features that enable higher education institutions to retain more students by deepening their relationships using all the information they know about the students and by better resolving their issues. Leveraging Campus Solutions Data To successfully retain students, you need to have access to the student data that gives you a better picture of what is going on with the student and whether he or she is at risk. Some atrisk factors might be financial needs, decreasing GPA, or lack of participation in classes, clubs, and so on. You need to be able to identify these red flags that are typically stored in Campus Solutions and proactively reach out to the student before it is too late. In CRM for Higher Education 9.1, you can access student information in two ways: Student Enterprise Integration Point (EIP) This EIP sends student information, including student program, plan, and status information (program actions and action reasons, such as withdrawn and transferred out) from Campus Solutions to CRM for Higher Education. If a student s status changes or the student changes programs or plans, then a real-time message is sent to CRM for Higher Education to reflect that change. Dynamic Access of Student Data Rather than having to bring all of the student information to CRM for Higher Education, this new feature enables the enrollment manager to dynamically access student data when building an audience for a retention program. In this way, an institution can set up its definition of an at-risk student on the Campus Solutions side and have CRM for Higher Education dynamically access that data when creating the audience. Now you can run retention programs to proactively reach out to these students. You can use surveys to learn more about areas of dissatisfaction or concern and take action such as sending alerts to relevant staff and faculty, setting up a meeting with the student, calling the student, or replying with a personalized that directly addresses the student s concerns.

96 In addition to creating a two-way communication with the at-risk student, you can invite him or her to targeted retention events that provide face-to-face assistance. Enrollment managers can dynamically access student data when building audiences. Service Center for Higher Education To address service delivery challenges for higher education institutions, PeopleSoft CRM for Higher Education 9.1 delivers the Service Center for Higher Education, providing a centralized one-stop-shop institution-wide service solution. With this solution, you can differentiate your institution with an outstanding service experience, reduce the cost to serve with streamlined service-delivery processes and prebuilt integration, and ultimately leverage the positive service interaction to improve your higher education institution s brand and retain constituents and employees. The Service Center for Higher Education delivers two contact centers in one: an employee and constituent IT Helpdesk and a constituent contact center across all phases of the constituent life cycle. The Service Center for Higher Education leverages a strong multichannel contact center foundation providing self-service, case management, issue diagnosis, and knowledge management with a strong workflow engine for rapid and consistent inquiry resolution across channels. On top of this contact center foundation, the Service Center for Higher Education delivers capabilities specific to higher education. The 360-Degree View is used as the launching point of the service interaction, providing your service center agents a complete summary view of the constituent s service history across all departments. In addition, it also provides visibility to activities relating to recruiting and retention, enabling users of the Service Center for Higher Education to field questions across the constituent life cycle.

97 This constituent summary view retrieves and displays in real time critical information from Campus Solutions such as student enrollment, and life-cycle status enabling agents to quickly answer a wide variety of questions by simply going to this one page. When the constituent inquiry cannot be answered by the 360-Degree View, the agent has at his or her fingertips the ability to create and manage more complex service inquiries with Case Management. The Case Management capabilities embed relevant constituent information from Campus Solutions within the case, enabling agents to view information they

98 need to better understand the constituent, anticipate the constituent s service needs, and provide the appropriate level of service. The constituent information displayed in the case includes the constituent life-cycle status (Prospect, Applicant, Student, and Alumnus), status start date, institution, career, program, plan, and sub plan information. To resolve constituent inquiries, the contact center agent often needs to access or update information for that constituent in Campus Solutions. For example, if a student has a question regarding his or her course enrollment, the agent needs to access that information in Campus Solutions. To make access to Campus Solutions seamless to the agent, the Service Center for Higher Education delivers predefined action links. Action links are similar in concept to favorites in your web browser, providing a drop-down list of various pages in Campus Solutions grouped by category. Over 45 action links are delivered and grouped into the categories of Campus, Admissions, Academics, Financials, and Donors/Alumni. Some examples of the action links delivered include: Campus: Student Services Center, Affiliations, Checklist Summary Admissions: Admissions Applications, Test Results, External Education Academics: Request Transcript, Student Grades, Transfer Course Credit, Exam Schedule, Quick Enroll Classes Financials: Financial Aid Status, Tuition Calculation, Account Summary Donors/Alumni: Contributor Profile, Relationship Summary, Giving History When a link is selected from the drop down list, a new window appears, taking the agent to that page in Campus Solutions, signing in the user automatically with single sign-in, validating the user s security in Campus Solutions, and bringing up the record for the specific constituent, bypassing the search for the constituent record. This dramatically reduces the number of clicks required to access information and to make changes in Campus Solutions as needed to resolve the student s inquiry and close the case. The result is a more productive, streamlined user experience for your contact center agents. In addition: The history of each link taken, who did it, and when it happened is tracked within CRM. Additional custom links can easily be created. The links are secured so that agents only see the action links to which they have been granted access. Service Center for Higher Education also delivers the tools needed to handle and resolve IT inquiries, from performing a password reset for a student, managing change requests, and fixing lecture hall projectors for faculty to doing on-campus computer lab repair. With embedded IT Infrastructure Library (ITIL) best practices for managing incidents, problems, service requests, and other IT service processes, Oracle delivers a complete, integrated IT service and support solution. It helps you make better use of scarce resources while improving the speed and quality of service response.

99 When you open an IT case, the following capabilities are available: Self-Service Case Management Knowledge Management Change Management Defect and Quality Management Asset Management Administration and Management with integration to PeopleSoft Financials Asset Management Desktop Remote Control integration Software Delivery integration Work Order Management integration with PeopleSoft Financials Constituent 360 Degree View In Higher Education institutions, constituent relationship management typically starts from the initial recruiting process and extends into alumni relations. During this life cycle, a constituent may participate in various activities that result in transaction data being created. Higher Education business users also frequently communicate with constituents while trying to recruit them, retain them, or service their requests. This useful interaction information is stored in the system. To effectively manage the relationship with a constituent, all its available transaction and communications data needs to be consolidated and summarized in one place so that users can view it in order to take informed actions. To satisfy this business need, a powerful feature called the Constituent 360-Degree View has been introduced in CRM for Higher Education 9.1. This functionality enables a holistic, actionable view of the constituent that combines CRM and Campus Solutions data in real time and is configurable depending on the role (marketer, recruiter, advisor, and so on) of the user who is accessing the 360-Degree View. The 360-Degree View can be accessed from multiple transactions within CRM for Higher Education, including Telesales, Event Management, Leads and Opportunities, and Support. Depending on who is accessing it, the 360-Degree View displays information relevant to that person s role while maintaining security for any data (such as financial information) to which that role should not have access.

100 The 360-Degree View architecture also enables institutions to bring in other third-party information (such as information from a learning management system (LMS), parking permit, or housing system) into the Constituent 360 and to display it along with the CRM and Campus Solutions information. The 360-Degree View is made up of several elements or sections. Role Selection and Action Links The 360-Degree View can display information of individuals such as constituents, company contacts, and workers, as well as that of companies. Using the role drop-down list, the user can change from one type of role to another. Data displayed in the 360-Degree View changes based on the role that is selected. For example, an individual could be a constituent as well as a worker. In this case, both the Individual Consumer role and the Worker role appear in the Role drop-down list. Selecting the Individual Consumer role displays only transactions that are associated with the individual in the capacity of a constituent. Changing to the worker role displays transactions associated with the worker. The Role and Actions drop-down lists in the 360-Degree View The Actions drop-down list is used for performing actions such as creating new CRM transactions or transferring to a page in CS using single sign-on for the individual or organization being viewed. Depending upon the role of the user viewing the 360-Degree View, the following types of actions can be performed: Add Case (including auto-creation of cases using quick codes)

101 Add Lead Add Opportunity Add Service Order Transfer to Student Service Center in Campus Solutions Transfer to Person Profile page in Campus Solutions Constituent Summary The 360-Degree View Summary section contains high-level bio-demo information to help users quickly familiarize themselves with the individual or organization being viewed. Which fields are displayed in this section depends on the role of the individual or organization that is being viewed. The Summary section as displayed for a constituent. For a constituent, this section provides profile information such as name, contact information, IDs, the FERPA indicator icon, the negative service indicators icon, and the positive service indicators icon. The Current Status field displays the current life-cycle statuses and most recent term of the constituent. Clicking the FERPA indicator icon transfers the user to the Campus Community FERPA subpage using the single sign-on functionality. Here, details of the privacy restrictions disclosed by the student can be viewed. Similarly, clicking the Negative Service Indicators or Positive Service Indicators icon transfers the user to the Manage Service Indicators page in CS, where service privileges or service restrictions can be viewed. Activity Tree The Activity Tree of the 360-Degree View is where a user can access transactions, interactions and sub-interactions associated with a constituent. The activity tree helps a business user better understand a constituent by providing a summarized view of its associated transactions. For example, an agent receiving an inquiry call from a prospect can view all cases, leads, and interactions previously associated with the caller, helping him or her to better understand the context of the call and then take informed actions.

102 The preceding example shows the Activity tree, which consists of a hierarchy of nodes. Clicking the Open Authorized Cases node displays the dynamic grid (on the right hand side), where individual transactions are displayed in a grid format. The activity tree consists of a hierarchy of nodes, each corresponding to a transaction type such as Case, Lead, Opportunity, Event, and so on. Clicking to expand a node enables you to search for, view, add, or modify transactions grouped under that node. A dynamic grid, if associated with a node, enables you to view transaction details in a concise grid format. Every user role accessing the 360-Degree view has a predefined activity tree. Nodes appearing in an activity tree are fully configurable. Higher Education Sections Various higher education specific sections are displayed for a constituent depending upon the stage in a constituent s life cycle and the role of the user accessing the 360-Degree View. Most of the information displayed is fetched from the Campus Solutions database in real time using Enterprise Integration Points (EIPs), while some of it resides within CRM. As a constituent moves through the life cycle, sections displayed change to reflect the information associated with the current status. For example, recruiting data is displayed during the prospect stage, while admissions information is displayed only after the prospect becomes an applicant. These Higher Education sections could be displayed for a constituent.

103 The Checklists, Communications and Comments section, also known as 3Cs, enables the user to track and analyze the list of requirements expected of a constituent, along with all correspondence made and notes entered for the constituent.

104 The Recruiting section provides a summary of a suspect s or prospect s academic interest, which enables recruiters, telemarketers, and generalists to become familiar with the target suspect or prospect before placing outbound calls or accepting inbound calls.

105 The Financial Aid section provides an overview of the constituent s financial aid application information, including the aid application date, aid processing status, and satisfactory academic progress status. You can view these additional sections: The Admissions section provides high-level information about all applications made by the constituent. This includes the application number, application date, admit type, admit term, and application status. The Transfer Credits section enables generalists to view high-level transfer credit information for students. Users have access to view course credit, test credit, and other credit information. The Academics section provides users such as academic advisors with an overview of a student s academic information. Users can access a student s career, program, plan, and sub-plan, as well as their most recent term information. The Finances section displays an overview of pending charges, refunds, anticipated financial aid, and tax credit information for a student. The Transcript Requests section provides users such as the Office of Registrar with an overview of a student s transcript requests. Users can view transcript request status information, including institution, request date, transcript type, request status, and request reason.

106 The Contributor Relations section helps generalists or fundraisers quickly familiarize themselves with a constituent s donations and the donations made by persons related to the constituent. A fundraiser can review information such as total lifetime commitments, lifetime open pledge, and lifetime gifts and payments to analyze the potential for a future donation before making an outbound call. The Affiliations section displays Campus Solutions affiliations information for the student. In summary, the 360-Degree View serves as a springboard for a Higher Education business user s interactions with constituents. Both specialists and generalists can use it for different purposes while serving a constituent. For example: Recruiters can manage ongoing relationships with suspects, prospects, or applicants that they are trying to recruit and create Lead or Opportunity transactions for them. Call center agents can answer queries they receive from prospects, students, or alumni and create cases if needed. Telemarketers can call on suspects or students and run a branch script that creates a survey. Financial aid officers can review financial aid checklists of applicants and report status or provide advice. Academic advisors can review academic information of students to determine their overall standing with the institution. Retention managers can advise students who are at risk of dropping out and help retain them. Fundraisers seeking new donations can check whether an alumnus has had a history of making donations to the institution.

107 Enhancements That Are Common to Multiple Applications This section discusses new enhancements that are common to multiple applications. PeopleSoft continues to deliver enterprise-wide features and frameworks that enhance your ownership experience and help you run your business more efficiently and profitably. With the release of PeopleSoft Enterprise Portal 9.1, PeopleSoft delivers: Application Integration Framework Approval Framework Desktop Integration Find Object Navigation Events and Notifications Upgrade Framework Application Integration Framework Application Integration Framework extends PeopleSoft Integration Broker functionality to provide a standard way to represent, classify, store, query, publish, acquire, and invoke data that maps element names, structures, and values between PeopleSoft Messages and external system messages. Two important features of Application Integration Framework include; the Domain Value Mapping (Static Cross-references) and Dynamic Crossreferencing. These two mappings enable PeopleSoft Values to be mapped to other applications. Also, there are various APIs being provided as part of this framework to access the Domain Value Mappings and Dynamic Cross-references, such as PeopleCode APIs, XSLT Extensions Functions and also WebService calls. These APIs can be used in supplement with PeopleSoft Integration Broker to send and receive messages with other PeopleSoft systems or third-party systems. If the message structure differs between systems, transformation programs are used to transform the incoming or outgoing message to a message format that the PeopleSoft system understands. The primary purpose of Application Integration Framework is to create integrations with other Oracle Applications using the Application Integration Architecture without requiring an application upgrade. The framework is generic enough that is could be used for PeopleSoft integrations with any external system or with other PeopleSoft systems. See Also Application Integration Framework PeopleBook

108 Approval Framework Approval Framework is a user configurable tool that utilizes Pure Internet Architecture and PeopleTools Workflow to create dynamic approval processes that fit the needs of each organization. Approval Framework replaces Virtual Approver and puts most configuration control in the hands of the business analyst. In the PeopleSoft Enterprise 9.1 release, Approval Framework focused on Flexibility, Configurability and Control. These enhancements help to streamline configuration tasks and provide additional details and functionality for approvers. Flexibility: Three areas were the main focus: Notification, Timeout and User Lists. Additional configuration options: The administration monitor has added a layer of configurability that allows actions to be enabled/disabled for each Transaction Registry. The Monitor Configuration page controls both the Search and the Actions page of the Monitor Approvals. The information displayed on the page can now be specified. In prior releases, only the transaction keys were displayed. Control: Two new features are meant to provide control to the user: The first one is a new User Monitor. It is intended to be a one-stop shop for the user to review transactions that he either initiated or is a designated approver on. The other new area of control is in reporting. Approval Framework has provided an audit report that provides details on Approval Transactions. See Also Approval Framework PeopleBook Desktop Integration Desktop Integration is a completely new feature providing seamless integration between Microsoft Office and your PeopleSoft applications, enabling your organization to schedule and track appointments, meetings, tasks, and corresponding documentation. The Desktop Integration framework allows PeopleSoft applications to extend functionality into the Microsoft Office 2007 suite. Providing the ability to launch Microsoft Outlook from a PeopleSoft web page and pass the application data to Outlook (Calendar or ). A twoway communication is established between the PeopleSoft application and Microsoft Outlook, with Outlook receiving the information from and sending updates to the PeopleSoft application. Oracle delivers this functionality as part of the PeopleSoft Enterprise Components that are available with all PeopleSoft applications. Powerful integration scenarios include interview scheduling without leaving your PeopleSoft application, delivered tasks and dynamic displays that are customizable to suit your particular user groups and business needs. Address books that enable you to leverage PeopleSoft data to update Outlook users local address lists or to control the addresses available within the PeopleSoft Outlook Meeting Scheduler.

109 The Desktop Integration framework consists of the following components: The Microsoft Outlook and Word add-ins contain all the pieces necessary to send information to and receive information from the PeopleSoft applications. Microsoft Office add-ins invoke functions in this layer for user authentication, launching web services to receive and send data from the PeopleSoft application. On the PeopleSoft side, services and app-classes exist that accept the requests from Microsoft Outlook and Word and perform the necessary actions and data retrieval. Oracle uses the Integration Broker to connect Microsoft Outlook and Word to the PeopleSoft applications. Oracle delivers predefined interfaces and security classes. The Desktop Integration layer creates, updates and moves the data in and out of the PeopleSoft system and is responsible for responding to all events. As events are processed, control is optionally passed to the PeopleSoft Application Layer for handling. Any application-specific functions are contained within the PeopleSoft Application Layer. When you create new integrations or customize existing ones, all application-specific code is contained within the application layer. Find Object Navigation Use the Find Object Navigation utility with any PeopleSoft Pure Internet Architecture page to locate the navigation path for a component, page, content reference, or portal. When you select your search criteria and click the Find Navigation button, the resulting navigation paths appear with links that enable you to navigate directly to the page that you specified in your search. Frequently, several ways are available to access a page. Reviewing all of the navigation paths may help you find the page in a more intuitive way. Additionally, when used as an internal tool, this utility can be very helpful during PeopleTools and application upgrades. Events and Notifications Events and Notifications is a framework that enables you to define, implement and run business logic for business events. The Notification Dashboard is a central location to view information related to notifications, warnings, and alerts that occur within many batch or online processes throughout the system. You can receive notifications using , worklist or XML messages when an event occurs. PeopleSoft Query can be used in combination with the Events and Notifications Framework feature to generate alert messages based on data within one or more PeopleSoft tables. The Events and Notifications framework was created to combine existing Event functionality from HCM and Events, Warning, and Notifications in SCM to be a common framework that could generate multiple kinds of notifications, required a very light API to implement and had a minimal set of required registry data. This combined framework is now available in all PeopleSoft Applications. See Also Events and Notifications Framework PeopleBook For collaboration, please note the following limitations on BlackBerry and iphones:

110 BlackBerry does not allow its delivered applications to override the default application for attachments. Currently, the BlackBerry application opens the HTML attachment as a text document. If the user is using a 3rd party application, then the HTML displays properly. Currently, iphone OS 3.1 does not support any Approval options. You must use a 3rd party application that supports javascript in the . Upgrade Framework The Upgrade Data Conversion Analyzer is a new Application Engine (AE) program. For a given upgrade path, the Analyzer gathers a list of AE Sections required for data conversion and stores these in a new repository. Each SQL statement (including SQL Statements within PeopleCode) is then analyzed to derive a list of tables that are manipulated or queried during the execution of the SQL. Once all the SQL is analyzed, the information is used to derive section dependency information which is then saved in the repository. The Upgrade Data Conversion Runtime is a new Application Engine program. The Runtime uses the information generated by the Upgrade Data Conversion Analyzer to improve the execution of the data conversion. Optimization is achieved through increased parallelism at runtime. Execution timing data is written to the repository, and can be used for analysis and further optimization of subsequent runtimes.

111 Enhanced Product Information PeopleSoft continues to enhance the user experience with our products by improving the quality and ease of access to vital information. Note. The links provided in this section may change over time. If a link does not take you to the proper location, oracle.com should produce a more current link. New Information Portal The PeopleSoft Enterprise Information Portal provides customers with a single entry point to locate the documentation, training, and other useful information they need to help with their implementation process and improve their daily experience with our products. PeopleSoft Enterprise offers many information solutions to help our customers succeed. By using our popular PeopleSoft Enterprise Information Solution data sheets, customers can easily access information and links to PeopleBooks, Documentation Updates, Instructor-Led Training, Online Classes, User Productivity Kits (UPK), Self Study CDs, Certification Programs, and other helpful information. PeopleBook Improvements Several enhancements have been made to the PeopleBook documentation in the areas of content breadth, organization, and usability. Hosted PeopleBooks. Starting with this release, our new Hosted PeopleBook solution allows you the option to access your context sensitive PeopleBook help directly from our hosted server. The hosted documentation will be updated on a regularly scheduled basis ensuring that you have access to the most current documentation. This reduces the need to view separate maintenance documentation postings on MetaLink 3 since that documentation will now be incorporated into the hosted PeopleBooks content. We will also offer updated installable HTML PeopleBook Libraries for those who prefer to have the documentation installed on their local server. Updated PDF versions of PeopleBooks will be posted on OTN, based on the content update schedule. The Hosted and Updated installable PeopleBooks will be available in English only. Translated PeopleBooks will still be offered in their original GA state via Electronic Product Delivery (epd). Installed PeopleBook Organization. You ll notice a big change as soon as you install PeopleBooks. We now deliver PeopleBooks logically grouped by product line and functional area so that books are easier to find when accessing them online. Improved Application Page Navigation Documentation. Navigation to an application page is now displayed wherever a page is defined in our documentation. Now, in addition to the navigation being listed in the Page Introduction Table, the navigation will also be listed at each location in the PeopleBook where the application

112 page is discussed in detail. This eliminates the need for customers to look elsewhere in the book for the page navigation. More Examples. Throughout our documentation, we have added real life examples of application setup or business process tasks to help customers envision the documentation in our PeopleBooks. When an example is more extensive or does not easily fit into a suitable section of the documentation, we may also include a Scenarios Appendix that contains standalone examples of how our products are best implemented and used. Helpful Hints. Sometimes a useful bit of information or troubleshooting advice can mean a big difference in how easily a product is set up or used. In certain situations, we have included such information in a Note or Warning within the documentation itself. If the information is too lengthy to include in a Note or Warning, it may be included in a Helpful Hints appendix. Enhanced Cross References. Utilizing a new formatting capability within our PeopleBook authoring tool we can now insert a useful cross-reference link within standard paragraph text. This puts appropriate cross-references closer to the documentation to which they apply making them far more useful to our customers. Researching PeopleBooks We have created a free, short, online course titled Researching in PeopleBooks that will give our customers: A better understanding of the documentation structure and organization. Techniques for finding information more quickly and easily by utilizing search functionality, best practice search strategies, and indexes. Take this brief course to help you more quickly find the information you need in PeopleBooks. _PeopleBooks/index.htm User Productivity Kits (UPK) The User Productivity Kit (UPK Developer and content) is PeopleSoft's end user training solution and provides a single source development and customization tool to enable rapid content creation and customization. UPK also may provide system process documentation, user acceptance test scripts, training materials, role-based performance support, and documentation. For this release, we ve broadened our UPK footprint with more UPK content offerings than ever before. Leverage this powerful end-user training solution to improve your organization s productivity in a highly cost-effective manner.