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.