PeopleSoft 8.8 CRM Call Center Applications PeopleBook

Transcription

1 PeopleSoft 8.8 CRM Call Center Applications PeopleBook December 2002

2 PeopleSoft 8.8 CRM Call Center Applications PeopleBook SKU CRM88CAL-B 1202 PeopleBooks Contributors: Teams from PeopleSoft Product Documentation and Development. Copyright PeopleSoft, Inc. All rights reserved. PrintedintheUnitedStates. All material contained in this documentation is proprietary and confidential to PeopleSoft, Inc. ("PeopleSoft"), protected by copyright laws and subject to the nondisclosure provisions of the applicable PeopleSoft agreement. No part of this documentation may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, including, but not limited to, electronic, graphic, mechanical, photocopying, recording, or otherwise without the prior written permission of PeopleSoft. This documentation is subject to change without notice, and PeopleSoft does not warrant that the material contained in this documentation is free of errors. Any errors found in this document should be reported to PeopleSoft in writing. The copyrighted software that accompanies this document is licensed for use only in strict accordance with the applicable license agreement which should be read carefully as it governs the terms of use of the software and this document, including the disclosure thereof. PeopleSoft, PeopleTools, PS/nVision, PeopleCode, PeopleBooks, PeopleTalk, and Vantive are registered trademarks, and Pure Internet Architecture, Intelligent Context Manager, and The Real-Time Enterprise are trademarks of PeopleSoft, Inc. All other company and product names may be trademarks of their respective owners. The information contained herein is subject to change without notice. Open Source Disclosure This product includes software developed by the Apache Software Foundation ( Copyright (c) The Apache Software Foundation. All rights reserved. THIS SOFTWARE IS PROVIDED AS IS AND ANY EXPRESSED OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE APACHE SOFTWARE FOUNDATION OR ITS CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. PeopleSoft takes no responsibility for its use or distribution of any open source or shareware software or documentation and disclaims any and all liability or damages resulting from use of said software or documentation.

3 Contents General Preface About This PeopleBook......xiii PeopleSoft Application Prerequisites......xiii PeopleSoft Application Fundamentals......xiii Related Documentation...xiv Obtaining Documentation Updates...xiv Ordering Printed Documentation...xiv Typographical Conventions and Visual Cues......xv Typographical Conventions...xv Visual Cues...xvi Comments and Suggestions......xvii Common Elements in These PeopleBooks......xvii Preface PeopleSoft CRM Call Center Applications Preface......xix PeopleSoft Application Fundamentals...xix PeopleSoft CRM Call Center Applications...xix PeopleSoft CRM Automation and Configuration Tools......xx PeopleSoft CRM Services Foundation......xx Part 1 Setup Chapter 1 Getting Started With PeopleSoft CRM Call Center Applications PeopleSoft CRM Call Center Applications Overview PeopleSoft CRM Call Center Business Processes PeopleSoft CRM Call Center Integrations...4 PeopleSoft CRM Call Center Applications Implementation Implementing CRM Cross-Product Functionality...6 Setting Up Tables for All Call Center Applications...7 Setting Up PeopleSoft Support Tables...7 Setting Up PeopleSoft HelpDesk for Human Resources Tables...8 PeopleSoft Proprietary and Confidential iii

4 Contents Automating and Configuring PeopleSoft CRM Call Center Applications...8 Chapter 2 Introducing Call Center Applications Understanding PeopleSoft Support, PeopleSoft HelpDesk, and PeopleSoft HelpDesk for Human Resources Managing Cases Tracking Case Information...12 Managing Solutions and Resolving Cases...12 Supporting Self-Service Access to Cases...13 Relating Cases to Each Other and to Other Objects...13 Managing Agreements, Warranties, and Payments...15 Reporting and Analysis...15 Automating Processes Business Projects...15 Component Event Processing...16 Scripts...16 Chapter 3 Defining Call Center Business Units...19 Understanding Call Center Business Units Call Center Business Units...19 Call Center Components (Verticals)...19 Call Center Configuration Templates...21 Defining Call Center Business Units Prerequisites...22 Pages Used to Create Call Center Business Units...22 Creating a Call Center Business Unit...22 Defining Business Rules for a Call Center Business Unit...25 Setting Up TableSet Controls for a Business Unit...29 Setting Up Call Center Components and Their Defaults...29 Modifying and Creating Configuration Templates...32 Chapter 4 Setting Up Call Center Prompt Tables Understanding Call Center Prompt Tables Call Center Prompt Tables...37 iv PeopleSoft Proprietary and Confidential

5 Contents Delivered Values in Call Center Prompt Tables...39 Common Elements Used in this Chapter Setting Up Prompt Tables for Cases Prerequisites...43 Pages Used to Set Up Prompt Tables for All Cases...44 Setting Up Case Statuses...44 Setting Up Case Types...45 Setting Up Case Priorities...46 Setting Up Case Severity Values...46 Setting Up Case Sources...47 Setting Up Problem Types...47 Setting Up Case Categories...48 Setting Up Case Specialty Types and Details Within Each Category...49 Setting Up Quick Codes...50 Setting Up Problem Codes for PeopleSoft Support Material Returns Page Used to Set Up Problem Codes for Material Returns...51 Setting Up Problem Codes...51 Setting Up Reason Codes Page Used to Set Up Reason Codes...52 Creating Reason Codes...52 Setting Up Case Relationship Types Page Used to Set Up Case Relationship Types...53 Defining Case Relationship Types and Labels...53 Chapter 5 Setting Up RMA Processing Activating the Required Application Message EIPs Setting Up Business Interlinks Defining Call Center Business Units Defining Items Defining Defaults and Procurement Options for Requisition Processing Defining Valid Requisition Requester IDs Setting Up Links to PeopleSoft Purchasing and PeopleSoft Inventory Synchronizing Problem Codes and Reason Codes Viewing RMA Status Processing Return-and-Replace RMAs in PeopleSoft Supply Chain Management PeopleSoft Proprietary and Confidential v

6 Contents Chapter 6 Setting Up Links to HR Pages Understanding Link Setup Setting Up Content References Pages Used to Set Up Content References...66 Setting Up Content References...67 Setting Up Security for Your Content References...67 Viewing and Modifying Link Definitions Pages Used to View and Modify Link Definitions...67 Viewing and Modifying Link Categories...67 Viewing and Modifying Link Definitions...68 Chapter 7 Defining EIP Options for Integration to PeopleSoft HRMS...71 Understanding the Integration Between PeopleSoft CRM and HRMS Defining EIP Options Pages Used to Define EIP Options...73 Activate and Deactivate EIP Subscription Options...73 Bringing Inactive Worker Statuses into PeopleSoft CRM...73 Part 2 Business Processes Chapter 8 Managing Cases Understanding Case Access Case Creation...77 Case Retrieval...79 Saved Searches...79 Understanding Case Management Case Management Activities...80 Problem Information...81 Case Information Security...82 Entitlement Verification...84 Case Assignments...87 Case Closure...89 Case Toolbar Functions...89 vi PeopleSoft Proprietary and Confidential

7 Contents Upsell Opportunities...91 Background Processing...91 Accessing New and Existing Cases Pages Used to Access New and Existing Cases...93 Accessing New and Existing Cases...93 Managing Basic Case Information Pages Used to Manage Case Information Reviewing Identifying Information Performing Toolbar Functions Tracking Caller Information Entering Product and Problem Information Verifying Support Entitlement Assigning a Case Resolving a Case Linking to Your HR Application Validating Errors Reported by Callers Error Message Validation Page Used to Validate Errors Validating an Error Chapter 9 Resolving Cases Understanding Case Resolution Difference Between Resolved Cases and Closed Cases Attempted Solutions Solution Advisor Searches Attempting Solutions and Tracking Solution Attempts Common Elements Used in This Section Pages Used for Resolving Cases Tracking Attempted Solutions Attempting Solutions Reviewing Details of Attempted Solutions Adding Resolutions Notes and Attachments Using Solution Advisor Common Elements Used in This Section Page Used to Locate Solutions Using Solution Advisor Finding Frequently Used Solutions Performing Basic Solution Searches Performing Advanced Solution Searches PeopleSoft Proprietary and Confidential vii

8 Contents Using Solution Advisor Results Pages Used to Review Solution Advisor Results Reviewing Solution Details Reviewing Cases Found By Solution Advisor Running a Troubleshooting Script Found by Solution Advisor Reviewing a Solution Suggested by a Troubleshooting Script Chapter 10 Working Cases Understanding Working a Case Adding Notes and Attachments Pages Used to Add Notes and Attachments Adding Notes and Attachments Reviewing Case History Understanding Case History Pages Used to Review Case History Viewing the Event History of a Case Viewing Interactions for a Case Viewing the Audit Trail for a Case Working With Related Cases Understanding Related Cases Pages Used to Manage Case Relationships Reviewing and Initiating Case Relationships Specifying Relationship Details When Relating a Case to an Existing Case Specifying Relationship Details When Creating a New Case Working With Related Objects Understanding Related Objects Pages Used to Relate a Case to Other PeopleSoft CRM Objects Reviewing Related Objects and Initiating New Relationships Initiating and Relating Scripts Initiating and Relating Business Projects Relating Quality Defects Creating and Relating Sales Leads Creating and Relating Orders Creating and Relating Return Material Authorizations Creating and Relating Service Orders Identifying Interested Parties Page Used to Identify Interested Parties Identifying Interested Parties viii PeopleSoft Proprietary and Confidential

9 Contents Chapter 11 Working With the Worker 360 Degree Views Understanding 360-Degree Views Accessing the 360-Degree View Page Used to Access the 360-Degree View Accessing the 360-Degree View Managing Employee Interactions Page Used Manage Employee Interactions Managing Employee Interactions Chapter 12 Managing Credit Card Payments Understanding Credit Card Processing Processing Options Credit Card Transactions Transaction Process Flow Processing Credit Cards and Reviewing the Transactions Pages Used to Process Credit Cards and Review the Transactions Submitting Credit Card Information for Authorization Reviewing Credit Card Transactions Chapter 13 Managing Material Returns Understanding Material Return Processing RMA Process Flows RMA Notifications Default Values for RMA Lines Creating RMA Transactions Prerequisites Pages Used to Create RMA Transactions Creating an RMA Transaction Entering RMA Line Information Specifying Information to Copy to Lines on the RMA Form Entering or Viewing the Return From Address Information Specifying a Ship To Address for Replacement Orders Selecting the Installed Product Record Viewing the Installed Product Hierarchy Adding Notes and Attachments PeopleSoft Proprietary and Confidential ix

10 Contents Part 3 Self-Service Chapter 14 Configuring Self-Service Understanding Self-Service Configuration Field Configuration in Self-Service Components Notifications and the Contact Me Regarding This Problem Button Contact Us by Chat Association of Solutions With Case Closure Reasons Search Descriptions for Predefined Searches Troubleshooting Guide and FAQ Configuration Hiding Fields in the Self-Service Case Components Pages Used to Review and Hide Fields in the Self-Service Case Components Reviewing Fields Hiding Fields in the Self-Service Case Component Configuring Contact Me Notifications Associating Solutions With Reasons for Closing Cases Page Used to Associate Solutions With Reasons for Closing Cases Identifying Solutions Updating Search Descriptions Page Used to Update Search Descriptions Updating Predefined Search Descriptions Configuring Troubleshooting Guide and FAQ Solution Libraries Pages Used to Configure FAQ and Troubleshooting Guide Solution Libraries Configuring a Troubleshooting Guide Solution Library Configuring a FAQ Solution Library Chapter 15 Working with Self-Service Transactions Understanding Self-Service Transactions Self-Service Transactions Configurable Functionality Self-Service Interface Elements Self-Service Data Access Solution Tracking in Self-Service Confirmation Pages Accessing Self Service Transactions x PeopleSoft Proprietary and Confidential

11 Contents Pages Used to Access Self Service Transactions Accessing Customer Care Transactions Creating a Case Pages Used to Create a Case Creating a Case Managing Cases Pages Used to Manage Cases Searching for Cases Viewing Case Information Viewing the Complete Description of a Problem Viewing Case Notes Entering a New Case Note Viewing a Solution Entering the Reason for Closing a Case Entering the Reason for Reopening a Case Changing Contact Information Searching for Solutions Pages Used to Search for Solutions Performing a Basic Solution Search Searching for Solutions Using Field-Specific Search Criteria Viewing Solution and Indicating Whether a Solution Solved a Problem Accessing Frequently Asked Questions Pages Used to Access Frequently Asked Questions Selecting a Topic Reviewing Solutions Selecting and Running Troubleshooting Guides Pages Used to Select and Run Troubleshooting Guides Using Troubleshooting Guides Running Scripts in Self-Service Appendix A Delivered Call Center Event Handlers Understanding Delivered Event Handlers Support Case General Workflow Event Handlers Agent-Facing Case Component Self-Service - Manage Case Component Self-Service - Create Case Component HelpDesk Case General Workflow Event Handlers Agent-Facing Case Component PeopleSoft Proprietary and Confidential xi

12 Contents Self-Service - Manage Case Component Self-Service - Create Case Component Case History Event Handlers PeopleSoft Support Case History Event Handler PeopleSoft HelpDesk Case History Event Handler Case Relationship Event Handlers PeopleSoft Support Case Relationship Event Handler PeopleSoft HelpDesk Case Relationship Event Handler Entitlement-Related Event Handlers Entitlement Workflow Event Handler Entitlement Balances Event Handler Appendix B PeopleSoft Support Smart Views Understanding Smart Views Launching and Working With Smart Views Pages Used to Launch Smart Views Running the Support Management Dashboard Analysis Smart View Running the Service Level Management Analysis Smart View Working With the Management Dashboard Analysis Smart View Working With the Service Level Management Analysis Smart View Appendix C PeopleSoft CRM Call Center Reports PeopleSoft CRM Call Center Reports: A to Z PeopleSoft HelpDesk Reports PeopleSoft Support Reports Solution Reports Glossary of PeopleSoft Terms Index xii PeopleSoft Proprietary and Confidential

13 About This PeopleBook PeopleBooks provide you with the information that you need to implement and use PeopleSoft applications. This preface discusses: PeopleSoft application prerequisites. PeopleSoft application fundamentals. Related documentation. Typographical elements and visual cues. Comments and suggestions. Common elements in PeopleBooks. Note. PeopleBooks document only page elements that require additional explanation. If a page element is not documented with the process or task in which it is used, then either it requires no additional explanation or it is documented with common elements for the section, chapter, PeopleBook, or product line. Elements that are common to all PeopleSoft applications are defined in this preface. PeopleSoft Application Prerequisites To benefit fully from the information that is covered in these books, you should have a basic understanding of how to use PeopleSoft applications. See Using PeopleSoft Applications. You might also want to complete at least one PeopleSoft introductory training course. You should be familiar with navigating the system and adding, updating, and deleting information by using PeopleSoft windows, menus, and pages. You should also be comfortable using the World Wide Web and the Microsoft Windows or Windows NT graphical user interface. These books do not review navigation and other basics. They present the information that you need to use the system and implement your PeopleSoft applications most effectively. PeopleSoft Application Fundamentals Each application PeopleBook provides implementation and processing information for your PeopleSoft database. However, additional, essential information describing the setup and design of your system appears in a companion volume of documentation called the application fundamentals PeopleBook. Each PeopleSoft product line has its own version of this documentation. PeopleSoft Proprietary and Confidential xiii

14 General Preface The application fundamentals PeopleBook consists of important topics that apply to many or all PeopleSoft applications across a product line. Whether you are implementing a single application, some combination of applications within the product line, or the entire product line, you should be familiar with the contents of this central PeopleBook. It is the starting point for fundamentals, such as setting up control tables and administering security. Related Documentation This section discusses how to: Obtain documentation updates. Order printed documentation. Obtaining Documentation Updates You can find updates and additional documentation for this release, as well as previous releases, on the PeopleSoft Customer Connection Website. Through the Documentation section of PeopleSoft Customer Connection, you can download files to add to your PeopleBook Library. You ll find a variety of useful and timely materials, including updates to the full PeopleSoft documentation that is delivered on your PeopleBooks CD-ROM. Important! Before you upgrade, you must check PeopleSoft Customer Connection for updates to the upgrade instructions. PeopleSoft continually posts updates as the upgrade process is refined. See Also PeopleSoft Customer Connection Website, Ordering Printed Documentation You can order printed, bound volumes of the complete PeopleSoft documentation that is delivered on your PeopleBooks CD-ROM. PeopleSoft makes printed documentation available for each major release shortly after the software is shipped. Customers and partners can order printed PeopleSoft documentation by using any of these methods: Web Telephone Web From the Documentation section of the PeopleSoft Customer Connection Website, access the PeopleSoft Press Website under the Ordering PeopleBooks topic. The PeopleSoft Press Website is a joint venture between PeopleSoft and Consolidated Publications Incorporated (CPI), the book print vendor. Use a credit card, money order, cashier s check, or purchase order to place your order. xiv PeopleSoft Proprietary and Confidential

15 General Preface Telephone Contact CPI at Send to CPI at See Also PeopleSoft Customer Connection Website, Typographical Conventions and Visual Cues This section discusses: Typographical conventions. Visual cues. Typographical Conventions The following table contains the typographical conventions that are used in PeopleBooks: Typographical Convention or Visual Cue Description Bold Indicates PeopleCode function names, method names, language constructs, and PeopleCode reserved words that must be included literally in the function call. Italics Indicates field values, emphasis, and PeopleSoft or other book-length publication titles. In PeopleCode syntax, italic items are placeholders for arguments that your program must supply. We also use italicswhenwerefertowordsaswordsor letters as letters, as in the following: Enter the number 0, not the letter O. KEY+KEY Indicates a key combination action. For example, a plus sign (+) between keys means that you must hold down the first key while you press the second key. For ALT+W, hold down the ALT key while you press W. Monospace font Indicates a PeopleCode program or other code example.?? (quotation marks) Indicate chapter titles in cross-references and words that are used differently from their intended meanings. PeopleSoft Proprietary and Confidential xv

16 General Preface Typographical Convention or Visual Cue Description... (ellipses) Indicate that the preceding item or series can be repeated anynumberoftimes in PeopleCode syntax. { } (curly braces) Indicate a choice between two options in PeopleCode syntax. Options are separated by a pipe ( ). [ ] (square brackets) Indicate optional items in PeopleCode syntax. & (ampersand) When placed before a parameter in PeopleCode syntax, an ampersand indicates that the parameter is an already instantiated object. Ampersands also precede all PeopleCode variables. (ISO) Information that applies to a specific country, to the U.S. federal government, or to the education and government market, is preceded by a three-letter code in parentheses. The code for the U.S. federal government is USF; the code for education and government is E&G, and the country codes from the International Standards Organization are used for specific countries. Here is an example: (GER) If you re administering German employees, German law requires you to indicate special nationality and citizenship information for German workers using nationality codes established by the German DEUEV Directive. Cross-references PeopleBooks provide cross-references either below the heading?see Also? or on a separate line preceded by the word See. Cross-references lead to other documentation that is pertinent to the immediately preceding documentation. Visual Cues PeopleBooks contain the following visual cues. Notes Notes indicate information that you should pay particular attention to as you work with the PeopleSoft system. Note. Example of a note. xvi PeopleSoft Proprietary and Confidential

17 General Preface A note that is preceded by Important! is crucial and includes information that concerns what you must do for the system to function properly. Important! Example of an important note. Warnings Warnings indicate crucial configuration considerations. Pay close attention to warning messages. Warning! Example of a warning. Comments and Suggestions Your comments are important to us. We encourage you to tell us what you like, or what you would like to see changed about PeopleBooks and other PeopleSoft reference and training materials. Please send your suggestions to: PeopleSoft Product Documentation Manager PeopleSoft, Inc Hacienda Drive Pleasanton, CA Or send comments to [email protected]. While we cannot guarantee to answer every message, we will pay careful attention to your comments and suggestions. Common Elements in These PeopleBooks As of Date Business Unit Description Effective Date Once, Always, and Don t Run The last date for which a report or process includes data. An ID that represents a high-level organization of business information. You can use a business unit to define regional or departmental units within a larger organization. Enter up to 30 characters of text. The date on which a table row becomes effective; the date that an action begins. For example, to close out a ledger on June 30, the effective date for the ledger closing would be July 1. This date also determines when you can view and change the information. Pages or panels and batch processes that use the information use the current row. Select Once to run the request the next time the batch process runs. After the batch process runs, the process frequency is automatically set to Don t Run. Select Always to run the request every time the batch process runs. Select Don t Run to ignore the request when the batch process runs. PeopleSoft Proprietary and Confidential xvii

18 General Preface Report Manager Process Monitor Run Request ID User ID SetID Short Description Click to access the Report List page, where you can view report content, check the status of a report, and see content detail messages (which show you a description of the report and the distribution list). Click to access the Process List page, where you can view the status of submitted process requests. Click to access the Process Scheduler request page, where you can specify the location where a process or job runs and the process output format. An ID that represents a set of selection criteria for a report or process. An ID that represents the person who generates a transaction. An ID that represents a set of control table information, or TableSets. TableSets enable you to share control table information and processing options among business units. The goal is to minimize redundant data and system maintenance tasks. When you assign a setid to a record group in a business unit, you indicate that all of the tables in the record group are shared between that business unit and any other business unit that also assigns that setid to that record group. For example, you can define a group of common job codes that are shared between several business units. Each business unit that shares the job codes is assigned the same setid for that record group. Enterupto15charactersoftext. See Also Using PeopleSoft Applications PeopleSoft Process Scheduler xviii PeopleSoft Proprietary and Confidential

19 PeopleSoft CRM Call Center Applications Preface This preface discusses: PeopleSoft CRM application fundamentals. PeopleSoft CRM call center applications. PeopleSoft CRM automation and configuration tools. PeopleSoft CRM services foundation. Note. All information found in this PeopleBook is applicable to PeopleSoft CRM for High Technology. PeopleSoft Application Fundamentals The PeopleSoft CRM Call Center Applications PeopleBook provides implementation and processing information for your PeopleSoft Support and HelpDesk applications. However, additional essential information describing the setup and design of your system appears in a companion volume of documentation called PeopleSoft CRM Application Fundamentals PeopleBook. Each PeopleSoft product line has its own version of this documentation. PeopleSoft CRM Application Fundamentals PeopleBook consists of important topics that apply to many or all PeopleSoft applications across the CRM product line. Whether you are implementing a single application, some combination of applications within the product line, or the entire PeopleSoft CRM system, you should be familiar with the contents of this central PeopleBook. It is the starting point for fundamentals, such as setting up control tables and administering security. PeopleSoft CRM Call Center Applications The PeopleSoft CRM Call Center Applications PeopleBook discusses three distinct applications to provide complete call center management for your internal and external customers: PeopleSoft Support manages your customer support operations. PeopleSoft HelpDesk manages your workforce support operations. PeopleSoft HelpDesk for Human Resources manages HR related inquiries and issues. To help you take full advantage of the common foundation for these call center applications, this PeopleBook documents the applications together. Common functionality is documented once, and differences between the applications are clearly marked. In this book, the term call center always refers to PeopleSoft Support, PeopleSoft HelpDesk and PeopleSoft HelpDesk for Human Resources. PeopleSoft Proprietary and Confidential xix

20 Preface PeopleSoft CRM Automation and Configuration Tools The PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook discusses automation and configuration tools that are common to multiple CRM applications. This is an essential companion to your application PeopleBook. There are three parts to the PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook: Correspondence management. This part discusses manual notifications and correspondence requests. Automation tools. This part discusses PeopleSoft CRM workflow, component event processing, business projects, and scripts. Configuration tools. This part discusses configurable search pages, configurable toolbars, attributes, and industry-specific field labels and field values. PeopleSoft CRM Services Foundation The PeopleSoft 8.8 CRM Services Foundation PeopleBook discusses configuration options that are common to PeopleSoft FieldService, the PeopleSoft CRM call center applications (PeopleSoft Support, HelpDesk, and HelpDesk for Human Resources), and PeopleSoft CRM for Government. There are four parts to the PeopleSoft 8.8 CRM Services Foundation PeopleBook: Entitlement management. Entitlement management enables users to manage agreements and warranties. Solution management. Solution management enables users to establish a set of predefined solutions that can be used by call center agents and field service technicians to resolve customer problems. Time management. Time management enables users to log time for the work performed on service order lines and cases. Environmental Systems Research Institute (ESRI) integration. The integration with ESRI, a mapping software, enables users to view the location of reported cases and the location of field service activity through Map Dashboard. xx PeopleSoft Proprietary and Confidential

21 PART 1 Setup Chapter 1 Getting Started With PeopleSoft CRM Call Center Applications Chapter 2 Introducing Call Center Applications Chapter 3 Defining Call Center Business Units Chapter 4 Setting Up Call Center Prompt Tables Chapter 5 Setting Up RMA Processing Chapter 6 Setting Up Links to HR Pages Chapter 7 Defining EIP Options for Integration to PeopleSoft HRMS

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23 CHAPTER 1 Getting Started With PeopleSoft CRM Call Center Applications This PeopleBook describes the three PeopleSoft CRM call center applications: PeopleSoft Support, PeopleSoft HelpDesk, and PeopleSoft HelpDesk for Human Resources. Although these applications differ in ways that optimize them for their specific purposes, they all share the same basic case-related architecture. This chapter discusses: PeopleSoft CRM call center applications overview. PeopleSoft CRM call center business process. PeopleSoft CRM call center integrations. PeopleSoft CRM call center applications implementation. PeopleSoft CRM Call Center Applications Overview PeopleSoft CRM call center applications provide a collaborative framework for streamlining employee help desk and customer support operations. Through a standard Web browser, agents can access workforce, customer, and enterprise information. When used with the CRM self-services application, the PeopleSoft Employee Portal, can provide employees and customers with access to information that can help them solve their own problems online without intervention from an agent. PeopleSoft CRM Call Center Business Processes This section discusses the business processes that you can perform using PeopleSoft CRM call center applications. We discuss these business processes in the business process chapters in this PeopleBook. Business Processes for All Call Center Applications All three call center applications enable you to: Create and manage cases. Use a skills-based assignment engine to assign cases to the agents and provider groups that are most qualified to handle the case. PeopleSoft Proprietary and Confidential 3

24 Getting Started With PeopleSoft CRM Call Center Applications Chapter 1 Create and manage solution libraries. Track both successful and unsuccessful attempts to resolve cases. Deploy self-service transactions that callers can use to search for solutions and to report, review, and update their own cases. Relate cases to each other. Manage work using structured task lists known as business projects. Use troubleshooting scripts and customer satisfaction scripts to gather information from callers. Use reports, and charts to analyze and manage your overall call center operations. PeopleSoft Support Business Processes PeopleSoft Support enables you to: Access the customer 360-degree view to see an enterprise view of any customer. Manage material returns. Generate new service orders from a case. Run lead qualification (upsell and cross-sell) scripts and generate new sales leads from a case. Relate cases to defects in the PeopleSoft quality system. Use smart views, reports, and charts to analyze and manage your overall call center operations. PeopleSoft HelpDesk Business Processes PeopleSoft HelpDesk enables you to: Access the HelpDesk 360-degree view to see CRM-related data for any worker. Relate cases to defects in the PeopleSoft quality system. Use reports and charts to analyze and manage your overall call center operations. PeopleSoft HelpDesk for Human Resources Business Processes PeopleSoft HelpDesk for Human Resources additionally enables you to: Access the HelpDesk for Human Resources 360-degree view to see a summary of relevant human resources and CRM data for any worker. Give agents single-click access from a case to specific transactions in your human resources system. Use reports and charts to analyze and manage your overall call center operations. PeopleSoft CRM Call Center Integrations The call center applications integrate with other PeopleSoft CRM applications and with external systems. We discuss integration considerations in the implementation chapters in this PeopleBook. Supplemental information about third-party application integrations is located on the PeopleSoft Customer Connection Website. 4 PeopleSoft Proprietary and Confidential

25 Chapter 1 Getting Started With PeopleSoft CRM Call Center Applications Integration With Other CRM Applications The PeopleSoft CRM call center applications are part of the PeopleSoft CRM suite. Because the call center applications reside in the same database as the other PeopleSoft CRM applications, process flows can move smoothly from application to application without the need for any integration-specific configuration. For example, if you license both PeopleSoft Support and PeopleSoft FieldService, you automatically have the ability to create service orders from within your support cases. The use of component interfaces for this type of cross-component flows ensures that all data validation and other PeopleCode processes are triggered. Integration With External Systems Customer, worker, product, and BAM integrations are common to multiple PeopleSoft CRM applications. The call center applications support the following additional integration points: Integration with PeopleSoft Supply Chain Management (SCM) or other similar systems enables you to generate return material authorizations (RMAs) in PeopleSoft Support for customers returning stock for replacement or repair or returning stock that was shipped in error. The Credit Card enterprise integration point (EIP) enables you to integrate with third-party credit card authorization and payment vendors in PeopleSoft Support. Realtime EIPs for PeopleSoft HelpDesk for Human Resources enable you to view relevant human resources data while using the security already established in your HR system to control access to the data. To protect your sensitive data, the information is not stored in the CRM system. The Worker EIP synchronizes worker information with other systems. When you implement the Worker EIP, the system publishes application messages when users add or modify worker records in PeopleSoft CRM. You can also set up PeopleSoft CRM to subscribe to Worker EIP application messages that are published when users modify these records in other systems. The Worker EIP gives PeopleSoft CRM the ability to accept and create future dated workers that were created in other systems and subscribed to by PeopleSoft CRM. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Getting Started PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Understanding Business Object Relationship Model Components PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, PeopleSoft CRM Foundation EIPs PeopleSoft CRM Call Center Applications Implementation In the planning phase of your implementation, take advantage of all PeopleSoft sources of information, including the installation documentation, table-loading sequences, data models, and business process maps. A complete list of these resources appears in the preface in the PeopleSoft CRM Application Fundamentals PeopleBook, with information about where to find the most current version of each. PeopleSoft Proprietary and Confidential 5

26 Getting Started With PeopleSoft CRM Call Center Applications Chapter 1 See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, PeopleSoft CRM Application Fundamentals Preface Implementing CRM Cross-Product Functionality This section discusses the high-level steps to implement cross-product functionality. For more detailed steps, refer to the Getting Started chapter in the PeopleSoft CRM Application Fundamentals PeopleBook. See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Getting Started with PeopleSoft CRM Applications. Step Reference 1. Set up PeopleSoft CRM global application tables. PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Getting Started with PeopleSoft CRM Applications, Setting Up PeopleSoft CRM Global Application Tables 2. Define customers and workers. PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Getting Started with PeopleSoft CRM Applications, Setting Up Customers and Workers 3. Set up the customer 360-Degree View. PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Getting Started with PeopleSoft CRM Applications, Setting Up the Customer 360-Degree View 4. Set up customer self-service. PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Getting Started with PeopleSoft CRM Applications, Setting Up Customer Self-Service 5. Define products and items. PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Getting Started with PeopleSoft CRM Applications, Setting Up Products and Items 6. Set up integrations. PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Getting Started with PeopleSoft CRM Applications, Setting Up Integrations 7. Set up PeopleSoft common components. PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Getting Started with PeopleSoft CRM Applications, Setting Up PeopleSoft Common Components 8. Set up agreements. PeopleSoft 8.8 CRM Services Foundation PeopleBook, Setting Up and Managing Agreements and Warranties 9. Set up solutions. PeopleSoft 8.8 CRM Services Foundation PeopleBook, Setting Up Solution Management 10. Set up ESRI. PeopleSoft 8.8 CRM Services Foundation PeopleBook, ESRI Integration 6 PeopleSoft Proprietary and Confidential

27 Chapter 1 Getting Started With PeopleSoft CRM Call Center Applications Setting Up Tables for All Call Center Applications This section discusses the high-level steps to set up tables for all call center applications. For more detailed steps, refer to the Getting Started chapter in the PeopleSoft CRM Call Center Applications PeopleBook. Step Reference 1. Define call center business units. Chapter 3, Defining Call Center Business Units, page Definecasestatuses. Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Case Statuses, page Definecasetypes. Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Case Types, page Definecasepriorities. Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Case Priorities, page Definecaseseverities. Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Case Severity Values, page Definecasesources. Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Case Sources, page Definecasecategories, types,and details. Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Case Categories, page Definequick codes. Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Quick Codes, page Definereason codes. Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Reason Codes, page Define case relationship types. Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Case Relationship Types, page Define case audit processing. PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Auditing for Cases and Inbound 12. Define self-servicepageconfiguration. Chapter 14, Configuring Self-Service, page Defineself-servicecaseclosureprocessing. Chapter 14, Configuring Self-Service, Associating Solutions With Reasons for Closing Cases, page Define self-servicecase searches. Chapter 14, Configuring Self-Service, Updating Search Descriptions, page Defineself-servicetroubleshootingguides and FAQs. Chapter 14, Configuring Self-Service, Configuring Troubleshooting Guide and FAQ Solution Libraries, page 221 Setting Up PeopleSoft Support Tables This section discusses the high-level steps to set up tables for PeopleSoft Support. For more detailed steps, refertothesetupchaptersinthepeoplesoft CRM Call Center Applications PeopleBook. PeopleSoft Proprietary and Confidential 7

28 Getting Started With PeopleSoft CRM Call Center Applications Chapter 1 Step Reference 1. Define problem codes formaterial returns. Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Problem Codes for PeopleSoft Support Material Returns, page Define RMA processing. Chapter 5, Setting Up RMA Processing, page 55 Setting Up PeopleSoft HelpDesk for Human Resources Tables This section discusses the high-level steps to set up tables for PeopleSoft HelpDesk for Human Resources. For more detailed steps, refer to the Set Up chapters in the PeopleSoft CRM Call Center Applications PeopleBook. Step Reference 1. Define integration with your human resources system. Chapter 7, Defining EIP Options for Integration to PeopleSoft HRMS, page Define links to the human resources system. Chapter 6, Setting Up Links to HR Pages, page 61 Automating and Configuring PeopleSoft CRM Call Center Applications This section discusses the high-level steps to further automate and configure your application. For more detailed steps, refer to the Getting Started chapter in the PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook. See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Getting Started with PeopleSoft CRM Automation and Application Configuration Tools. Step Reference 1. Define correspondence management. PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Defining General Settings for Correspondence PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Defining Settings for Template-Based Correspondence PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Correspondence Templates 2. Define workflow actions and workflow templates. PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up PeopleSoft CRM Workflow 3. Define business projects. PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Business Projects 4. Define scripts. PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Defining Scripts 5. Define component event processing. PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Component Event Processing 8 PeopleSoft Proprietary and Confidential

29 Chapter 1 Getting Started With PeopleSoft CRM Call Center Applications Step Reference 6. (Optional) Configure search pages. PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Search Pages 7. (Optional) Configure toolbars. PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Toolbars 8. (Optional) Configure attributes. PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Attributes 9. (Optional) Configure industry-specific field labels and translate values. PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Field Labels and Field Values PeopleSoft Proprietary and Confidential 9

30 Getting Started With PeopleSoft CRM Call Center Applications Chapter 1 10 PeopleSoft Proprietary and Confidential

31 CHAPTER 2 Introducing Call Center Applications This chapter introduces the three PeopleSoft CRM call center applications: PeopleSoft Support, PeopleSoft HelpDesk, and PeopleSoft HelpDesk for Human Resources. Understanding PeopleSoft Support, PeopleSoft HelpDesk, and PeopleSoft HelpDesk for Human Resources PeopleSoft CRM offers three distinct applications to provide complete support management for your internal and external customers. PeopleSoft Support helps you manage your customer support operations. PeopleSoft HelpDesk helps you manage your workforce support operations. PeopleSoft HelpDesk for Human Resources helps you manage employee HR inquiries and issues. These applications provide complete solutions for tracking and resolving problems and change requests. Together, they provide end-to-end management of all customer and workforce support issues. Because the applications use the same technology foundation, an organization that uses both can leverage information technology resources and implementation processes across both applications. At the same time, each application provides functionality tailored to its unique audience. Cases are tracked based on data that is appropriate to the specific application. HelpDesk cases are tracked by employee, department, and other data relevant to internal cases. Support cases are tracked by customer, contact, and other data relevant to external customers. To help you take full advantage of the common foundation for these call center applications, this PeopleBook documents the applications together. Common functionality is documented once, and differences between the applications are clearly marked. Throughout this documentation, references to call center functionality indicate that the functionality is common to all applications. Managing Cases Call center cases help you to manage customer and employee problems and related objects such as change requests, quality defects, and material returns. PeopleSoft Proprietary and Confidential 11

32 Introducing Call Center Applications Chapter 2 Tracking Case Information When an agent identifies the person who is reporting a problem, the system automatically brings in several relevant pieces of data about that person data that is specific to the type of person (internal or external) reporting the problem. Agents can then capture information about the problem, including the product (if applicable), a problem description, and different problem classifications. An administrator can easily maintain lists of valid values for classification fields, such as case type, priority, and severity. Cases can be assigned to provider groups or to individuals; the system can suggest assignees based on the case data. Case notes capture free-form comments about the case and house attachments related to the case. The case history captures events that you have specified, providing agents with a handy mechanism for quickly reviewing the major events in the case lifecycle. A more detailed audit trail is also available. Time tracking enables you to capture valuable information about the time agents spend on a case. See Also Chapter 4, Setting Up Call Center Prompt Tables, page 37 Chapter 8, Managing Cases, page 77 PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up and Performing Assignment Searches PeopleSoft 8.8 CRM Services Foundation PeopleBook, Tracking Time Spent on Service Orders and Cases Managing Solutions and Resolving Cases PeopleSoft enables you to track not only the final resolution to a case the one that resolves the reported problem but also failed solutions and other solutions considered. By tracking all solution usage, you capture valuable information about the effectiveness of your solution set and you provide users quick access to frequently used solutions. Resolution statuses enable you to distinguish successful solutions, failed solutions, solutions that have already been suggested to the person reporting the problem, and solutions that are being held in reserve in case the suggested solutions are not successful. Solution Advisor is a powerful search tool that agents can use to search for solutions. In addition to searching your solution set directly, Solution Advisor also searches for similar cases and the solutions associated with those cases, as well as for troubleshooting scripts and the solutions they suggest. Agents can browse the Solution Advisor search results and select one or many solutions to bring back to the case. For each call center you establish, you can decide whether to require agents to use predefined solutions or whether to permit agents to create freeform text solutions on the fly. Agents have access to other mechanisms besides Solution Advisor for finding solutions. Every case provides quick access to a list of solutions that have been frequently used for a specific product or error code. Help desk and support cases additionally provide a list of frequently used solutions by category, type, and detail. Agents who know a solution ID can enter that ID without having to search for the solution in question. 12 PeopleSoft Proprietary and Confidential

33 Chapter 2 Introducing Call Center Applications PeopleSoft CRM call center applications provide tools for creating and managing the solutions that agents use to resolve problems. In addition to a text description of the problem symptoms and the means for addressing the problem, solutions include notes and attachments, a solution history, and lists of related solutions, cases, products, and error messages. Solutions are associated with solution libraries, which enable you to group solutions for searching purposes. You can also designate whether a solution can be seen only by agents (internal) or by self service users, agents, and other interested parties (all). Over time, even a well-managed solution set can end up with similar or duplicate solutions. PeopleSoft provides mechanisms to deactivate solutions, to help you find and merge similar solutions, and to convert independent text solutions to standard, officially sanctioned solutions. See Also Chapter 9, Resolving Cases, page 117 Chapter 9, Resolving Cases, Using Solution Advisor, page 129 PeopleSoft 8.8 CRM Services Foundation PeopleBook, Setting Up Solution Management PeopleSoft 8.8 CRM Services Foundation PeopleBook, Managing Solutions PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up and Using Search Collections Supporting Self-Service Access to Cases PeopleSoft Support for Customer Self Service and PeopleSoft HelpDesk for Employee Self Service (also includes PeopleSoft HelpDesk for Human Resources) enable you to give callers the ability to create, review, and update their own cases. Callers also have access to Solution Advisor both within their cases and as a stand-alone search engine. Extensive configuration options exist: Choose which fields self-service users can see. If you display the business unit field, give it a self-service label. This is done on the Page Configurator page (Set Up CRM, Product Related, Call Center, Self-Service Configuration, Page Configurator). Control data access using the visibility setting for individual case notes and individual solutions. Create self-service descriptions for the values of case prompt fields. For certain prompt fields, choose which values users can select. Choose whether users can close and reopen their own cases. Create self-service descriptions for the predefined case searches. See Also Chapter 14, Configuring Self-Service, page 211 Chapter 15, Working with Self-Service Transactions, page 225 Relating Cases to Each Other and to Other Objects Cases can be related to each other and to other objects such as service orders, leads, and scripts. PeopleSoft Proprietary and Confidential 13

34 Introducing Call Center Applications Chapter 2 Related Cases to Each Other PeopleSoft CRM call center applications enable you not only to relate cases to each other, but also to define the different ways that cases can be related. For example: You can define a global relationship type and use it for problems that are solved by a single application of a solution (such as rebooting a server). This is a hierarchical relationship: There is a single parent case used to track the problem, and there are multiple child cases used to track separate reports of the problem. You can define a common relationship type and use it for cases that are solved by multiple applications of a solution (such as downloading a new.dll file). This is also a hierarchical relationship: There is a single parent case used to track the problem, and there are multiple child cases used to track separate instances of the problem. You can define other relationship types for similar cases, duplicate cases, cause-and-effect cases, or any other type of relationship you want to track. You can configure hierarchical relationships to automatically cascade the case status from a parent case to all of its children. For example, if you close a global case, the system can automatically close all of the child cases that represent separate reports of the problem. Relating Cases to Other Objects You can relate cases not only to other cases, but also to other types of objects. Both support cases and help desk cases can be associated with: Business projects predefined tasks lists used for managing change requests. Certain types of scripts questionnaires to gather general information and troubleshooting guides that help determine the appropriate solution to a problem. Help desk cases can additionally be associated with defects (if you use PeopleSoft Quality Management). Support cases can additionally be associated with: Lead qualification scripts, which determine whether the caller should upgrade their product. Sales leads (if you use PeopleSoft Sales). Service orders (if you use PeopleSoft FieldService). Return material authorizations (if you integrate with PeopleSoft Inventory and PeopleSoft Purchasing or a third-party inventory and purchasing system). RMAs enable customers to return stock for replacement or repair or to return stock that was shipped in error. Support agents can also create RMAs directly (that is, they can create an RMA without associating the RMA to a case). See Also Chapter 10, Working Cases, page 141 Chapter 5, Setting Up RMA Processing, page 55 Chapter 13, Managing Material Returns, Understanding Material Return Processing, page PeopleSoft Proprietary and Confidential

35 Chapter 2 Introducing Call Center Applications Managing Agreements, Warranties, and Payments Agreements reflect support contracts issued to your customers. Warranties define the coverage you offer for a particular item when an active warranty is in effect for an item installed at a customer s site. Both warranties and agreements define the support the customer is entitled to and the duration of the contract. Agreements also define the price of services or support offerings covered by the agreement, as well as the price of the agreement itself. You set up agreements only for customers, not for employees. Therefore, this functionality is included in PeopleSoft Support only. PeopleSoft Support also enables you to take credit card payments to pay for support. This functionality is available regardless of whether a particular case is covered by an agreement. You can capture credit card information and, if you integrate with a third-party credit card authorization and payment application, agents can also submit the transaction for authorization, billing, or credit. PeopleSoft CRM does not incorporate billing or accounting functionality; you need to integrate the PeopleSoft CRM system with your financial management software. See Also Chapter 12, Managing Credit Card Payments, page 177 PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Products, Establishing Product Prices PeopleSoft 8.8 CRM Services Foundation PeopleBook, Setting Up and Managing Agreements and Warranties Reporting and Analysis The CRM chart pagelets, which are licensed separately as part of PeopleSoft CRM Portal Pack, displays summary information to help you understand and analyze your call center activities. Call center reports provide additional summary information to help you understand and analyze your call center activities. See Also Appendix C, PeopleSoft CRM Call Center Reports, page 275 PeopleSoft 8.8 CRM Portal Pack PeopleBook, CRM Charts Automating Processes PeopleSoft Support, HelpDesk and HelpDesk for Human Resources make extensive use of PeopleSoft CRM process automation capabilities. Business Projects Business projects are structured task lists that you use to coordinate the work involved in business events such as fulfilling change requests. Business projects are made up of phases, which are in turn made up of individual tasks. Business projects offer several benefits: PeopleSoft Proprietary and Confidential 15

36 Introducing Call Center Applications Chapter 2 The business project codifies the best practices of your organization into a reusable template. The business project enforces the proper sequence of tasks. You can use workflow to automate notifications and processes based on the statuses of the phases and tasks in a business project. Both support cases and help desk cases can be associated with business projects. You can initiate a business project manually, or you can define workflow to automatically initiate a business project based on specified conditions for example, when someone saves a case with a specific value in the Case Type field. See Also PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Business Projects PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Using Business Projects Component Event Processing Component event processing is a type of workflow. You define events using statements that evaluate case data, and you specify an action to be triggered when the event conditions are met. PeopleSoft CRM call center applications enable you to create events that trigger the following actions: Send a notification or run a process. Add a description of the event to the case history. Initiate a business project for the case. Cascade case status and resolution information from a parent case to all of its children. PeopleSoft Support additionally enables you to create events that trigger the following actions: Send notifications related to the guaranteed response time or guaranteed recovery time specified in the agreement that covers the case. If an agreement entitles a customer to receive support for a specific number of cases, update the entitlement balance. Alert the call center agent to the presence of an upsell script. See Also PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Using Business Projects Scripts Scripts are standardized sets of questions that you can ask your customers. The scripts that you create in PeopleSoft CRM can incorporate branching logic so that the answer to a question determines what happens next. In PeopleSoft CRM, you can create scripts to use as questionnaires, as troubleshooting guides, and as lead qualification/upsell scripts. The process for creating the script is always the same, regardless of the purpose of the script you re creating. 16 PeopleSoft Proprietary and Confidential

37 Chapter 2 Introducing Call Center Applications See Also PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Defining Scripts PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Running Scripts PeopleSoft Proprietary and Confidential 17

38 Introducing Call Center Applications Chapter 2 18 PeopleSoft Proprietary and Confidential

39 CHAPTER 3 Defining Call Center Business Units This chapter provides an overview of call center business units and discusses how to define them. Understanding Call Center Business Units This section discusses: Call center business units. Call center components (verticals). Call center configuration templates. Call Center Business Units A call center business unit represents an operational entity an individual call center within your organization. All call center cases must be associated with a business unit, and your call center reporting and analysis is based on business units. Different business units can be configured for different business processing. You can use one business unit for all cases, or you can divide your operations based on whatever criteria makes the most sense. For example, you could create business units for different product lines or regions. Before you create multiple call center business units, be sure you understand the concept of tableset controls the mechanism used to determine valid values for certain fields on the Case page and other transactional pages. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, WorkingWith Business Units and TableSet Controls Call Center Components (Verticals) To establish a valid call center business unit, you must set up the business unit and one or more call center component for the business unit. Call Center Components PeopleSoft Support and PeopleSoft HelpDesk each have three different case components. On the Call Center BU - Case Defaults page these are known as call center verticals. Note. PeopleSoft HelpDesk for Human Resources uses the same case components as PeopleSoft HelpDesk. PeopleSoft Proprietary and Confidential 19

40 Defining Call Center Business Units Chapter 3 The standard agent-facing component. The self-service component used to report new problems. The self-service component used to view existing cases. When you create a business unit, you must set up at least one of the standard agent-facing components. If your organization is deploying self-service transactions, you must additionally set up a corresponding self-service component. If you implement PeopleSoft Support and PeopleSoft HelpDesk (including PeopleSoft HelpDesk for Human Resources) in the same database, you have the option of sharing business units between the applications. For the Case component this means that there can be up to six different components governed by a single business unit. The following table identifies the six components: Component Description RC_CASE_SW The support case component used by agents. RC_CASE_SW_SS The support case component presented to self-service users to review existing problems. RC_CASE_SW_SS_RPT The support case component presented to self-service users to report new problems. RC_CASE_HD The help desk case component used by agents. RC_CASE_HD_SS The help desk case component presented to self-service users to review existing problems. RC_CASE_HD_SS_RPT The help desk case component presented to self-service users to report new problems. Case Defaults for Components PeopleSoft enables you to set up separate case defaults for separate call center components. The flexibility in this structure is powerful. For example, you can automatically set the Source field to self-service for cases created through self-service, and you can set up a different default case status for cases that are reported through self-service than for those created by call center agents. The Case Defaults page is in the same component as the Call Center BU (call center business unit) page. If you haven t set up the values to be used as defaults before you create the business unit, you won t be able to complete the Case Defaults page. Instead, you will need to return to the Case Defaults page after setting up your default values. See Also Chapter 4, Setting Up Call Center Prompt Tables, page PeopleSoft Proprietary and Confidential

41 Chapter 3 Defining Call Center Business Units Call Center Configuration Templates To activate and deactivate various features without having to customize the system, you can use templates to configure your PeopleSoft CRM call center applications. You can control the activation or deactivation of features through application configuration templates that you can then associate with your business units. Template pages have check boxes for each feature that is controlled by the template. You then apply the templates to your business units. You can create multiple templates if your organization s business units require different settings. Changing the template after you start creating cases may, however, alter how the component operates. Also, changing a template does not clean up old data. Note. These settings affect only the agent-facing case. You must configure the self-service case pages separately to show and hide the appropriate fields. Applicability to Verticals Template settings can only be used with the following verticals: Core Government HelpDesk for Human Resources PeopleSoft delivers templates for these verticals only. Template setting do not apply to the following markets: Communication, Finance, Insurance, and Energy. See Also Chapter 14, Configuring Self-Service, Hiding Fields in the Self-Service Case Components, page 216 Defining Call Center Business Units This section discusses how to: 1. Create a call center business unit. 2. Define business rules for a call center business unit. 3. Set up tableset controls for a business unit. 4. Set up call center components and their defaults. 5. Modify and create configuration templates. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, WorkingWith Business Units and TableSet Controls PeopleSoft Proprietary and Confidential 21

42 Defining Call Center Business Units Chapter 3 Prerequisites Before you can associate a call center business unit with a default PeopleSoft FieldService, PeopleSoft Inventory, or PeopleSoft Sales business unit, you must create those associated business units. Before you can set case defaults for a call center vertical, you must set up the default values in the appropriate call center prompt table. Pages Used to Create Call Center Business Units Page Name Object Name Navigation Usage Call CenterBU BUS_UNIT_RC1 Set Up CRM, Business Unit Related, Call Center Definition, Call Center BU Business Unit - Options BUS_UNIT_RC2 Set Up CRM, Business Unit Related, Call Center Definition, Options Case Defaults BUS_UNIT_RC_DEF Set Up CRM, Business Unit Related, Call Center Definition, Case Defaults Call CenterConfiguration RC_INDUS_OPTIONS Set Up CRM, Product Related, Call Center, Call Center Configuration Creating a Call Center Business Unit Access the Call Center BU page. Create call center business units and establish default business units to use when integrating with other PeopleSoft applications. Define business rules for a call center business unit. Set up call center verticals and their defaults. Modify and create configuration templates to activate and deactivate features. 22 PeopleSoft Proprietary and Confidential

43 Chapter 3 Defining Call Center Business Units Call Center BU page The preceding screen shot shows the page in Add a New Business Unit mode. This is why the other pages in the component are hidden and several fields are not available for entry. Establishing the Business Unit Business Unit Short Description Default SetID To maximize system performance, always use exactly five characters for your business unit identifier. This is the description shown on the Case page and other places where the business unit is shown. When you create a business unit, the system sets up a tableset control record for the business unit. In the tableset control record, each of the delivered record groups is associated with the setid you specify here. You can prompt against existing setids. The Default SetID field appears only when you open the Call Center BU page in Add mode. Once you create the business unit, the system sets up your default tableset control information and you must use the TableSet Control page to change the default. Status Indicates whether the call center represented by the business unit is Open (active) or Closed (inactive). No transactions can be processed for a closed business unit. PeopleSoft Proprietary and Confidential 23

44 Defining Call Center Business Units Chapter 3 Create BU (create business unit) Click this button to establish the tableset controls for the call center business unit based on the default setid you specify. Specifying Related Business Units This button appears only when you open the Call Center BU page in Add a New Business Unit mode. Other pages in the component and several of the fields on this page are unavailable until you click the Create BU button to create the business unit. These fields are not available until you click the Create BU button. Use these fields to specify default business units to use when creating certain types of objects from the Related Objects page in a call center case. These fields are relevant only if you integrate with the specified product. Agents can always override the defaults established here. Self-Service Description Service Order Unit RMA Unit (return to inventory business unit) Sales Unit (business unit for sales force automation) Quality Unit Order Capture Unit (business unit for order capture) If you set up self-service so that self-service users can see and select business units, it s important that the business unit name be meaningful to the self-service users who are not be familiar with the organization of your call center business units. Enter a description that is suitable for self-service users. Enter the default PeopleSoft FieldService business unit to use when creating a service order from a call center case. When you establish tableset sharing, make sure the field service business unit and the call center business unit prompt against the same set of customers. Enter the default PeopleSoft Inventory business unit to use when creating a return materials authorization (RMA) from a call center case. This field is only relevant if you select the RMA Creation check box on the Business Unit - Options page. Enter the default PeopleSoft Sales business unit to use when creating a sales lead from the Related Objects page in a call center case. When you establish tableset sharing, make sure the sales business unit and the call center business unit prompt against the same set of customers. Enter the default PeopleSoft Quality Management business unit to use when selecting a defect to relate to a case. Enter the default PeopleSoft Order Capture business unit to use when entering an order related to a case. Note. If you use a lead qualification script to transfer to PeopleSoft Order Capture from the PeopleSoft Support or HelpDesk Case component, the business unit has to be valid for your PeopleSoft Order Capture application or you have to select a default order capture business unit on this setup page. Entering Configuration Template Information You can control the activation or deactivation of features through application configuration templates and then associate them with your business units. 24 PeopleSoft Proprietary and Confidential

45 Chapter 3 Defining Call Center Business Units Template Select the template you want to associate with your business unit. The default is Core. PeopleSoft delivers 3 standard templates that you can modify: Core, Government, and HR HelpDesk. Refer to the section on modifying and creating templates at the end of this chapter for specific information on using templates. See Chapter 3, Defining Call Center Business Units, Modifying and Creating Configuration Templates, page 32. Defining Business Rules for a Call Center Business Unit Access the Business Unit - Options page Business Unit - Options page The fields on this page are not available for entry until you create the business unit by clicking the Create BU button on the Call Center BU page. General Case Options Canceled to Open Case Status Closed toopencasestatus RMA Creation (return material authorization creation) Select this check box to permit agents to reopen canceled cases. Select this check box to permit agents to reopen closed cases. Select this check box to permit users to create RMAs. This field is only relevant if you integrate with PeopleSoft Inventory for RMA handling. PeopleSoft Proprietary and Confidential 25

46 Defining Call Center Business Units Chapter 3 Independent Text Solution Error Code/Message Select this check box to permit users to resolve cases using independent text solutions. If you leave this check box cleared, users will only be able to resolve cases using predefined solutions. Select this check box to enable error message processing in cases. When this option is enabled, the Error Code and Error Message fields appear on the Case page. Error codes are relevant for business units that support products that can display error messages products such as software or electronics. If you enable error code processing, users can access a list of frequently used solutions based on the error code or error message entered for the case. Note. PeopleSoft recommends that you clear the Error Code/Message check box when you are setting up business units for HelpDesk for Human Resources. This action removes the Error Code and Error Message fields on the Case page. Additionally, the system removes the Error Code option from the Frequently Used Solutions field on the Solution Advisor - Search page. These fields are not used to resolve or document HelpDesk for Human Resources cases. See Chapter 8, Managing Cases, Error Message Validation, page 114. Create Case for a Site Select this check box to enable cases to be created for specific sites. When selected, agents can create cases that do not have a consumer, company, or representative specified, as long as there is a site specified. Self-Service Options AllowCasetobeClosed Select this check box to enable the Close Case button on the self-service version of the Case page. The button will be available for any case that has not been resolved that is, as long as there is no resolution with the status Successful Resolution. Note that the button s availability does not depend on the case status, only on the resolution status. When a self-service user clicks this button and provides a reason for closing the case, the system adds a successful resolution to the case and updates the status based on the Closed Case Status you select in the Case Defaults page. (If you do not enter a Closed Case Status, or if the status you enter is not of type Closed, then the case is not actually closed, it is merely resolved.) AllowCasetobeReopened Select this check box to enable the Reopen Case button on the self-service version of the Case page. The button will be available for any case that has been resolved that is, as long as there is a resolution with the status Successful Resolution. Note that the button s availability does not depend on the case status, only on the resolution status. When a self-service user clicks the Reopen Case button and provides a reason for reopening the case, the system changes the status of the successful resolution to Resolution Failed and updates the status based on the Reopened Case Status you select in the Case Defaults page. (If you do not enter a Reopened Case Status, the status does not change.) 26 PeopleSoft Proprietary and Confidential

47 Chapter 3 Defining Call Center Business Units Grace Period (Days) Enter the number of days after a case has been closed during which self-service users are permitted to reopen the case. The grace period is required if you allow cases to be reopened; if this field is blank when you save the component, the system enters 7. Case Assignment On Save - Provider Group The following definitions describe your options for automatically assigning new cases to provider groups. These settings apply only when the Provider Group field or the Assigned To field is blank in a newly submitted case the system does not override an existing value in the Provider Group field. For example, if you use a quick code to assign a provider group, then the system does not attempt to assign a provider group when you save. The Case Assignment on Save group box settings control cases created by agents; the Self-Service Case Assignment group box settings control self-service cases. Note. In addition to the options here, you can also automatically assign self-service cases to a provider group (but not to an agent) by specifying a default provider group on the Case Defaults page. However, autoassignment setting on this page takes precedence: the system will first attempt to assign cases based on the setting here in the Business Unit - Options page. Only if that attempt results in no assignment does the system assign the case to the default assigned to provider group specified on the Case Defaults page. None The system does not assign new cases to provider groups. Be aware that delivered component event processing for cases sends notifications to the agent or provider group assigned to a newly created case; if you allow unassigned cases to be saved, you should define a mechanism for routing and handling those cases. Any If neither an agent nor a provider group has been assigned, the assignment engine assigns the case to the provider group with the highest fit score. Note. If a user manually assigns an agent to the case and the agent is in exactly one provider group, the system automatically assigns the agent s provider group to the case when it is saved. If the agent is in more than one provider group, the system leaves the Provider Group field blank on the Case page when the case is saved. Available Default This option is similar to the Any option, but the assignment engine only considers provider groups that have at least one member who is scheduled for work at the time the case is assigned. If an agent has been assigned (either manually or through default agent assignment), and if the agent belongs to exactly one provider group, the system enters the provider group to which the agent belongs. If no agent is assigned, or if the agent belongs to more than one provider group, the system does not enter a provider group. This option is available only for cases created by agents, not for cases created by self-service users. PeopleSoft Proprietary and Confidential 27

48 Defining Call Center Business Units Chapter 3 Case Assignment On Save - Person The following definitions describe your options for automatically assigning new cases to individual agents. These settings apply only when the Assigned To field is blank in a newly submitted case the system does not override an existing value in the Assigned To field. For example, if you use a quick code to assign an agent, then the system does not attempt to assign a different agent when you save. The Case Assignment on Save group box settings control cases created by agents; the Self-Service Case Assignment group box settings control cases created through self-service. None The system does not assign new cases to agents. Be aware that delivered component event processing for cases sends notifications to the agent or provider group assigned to a newly created case; if you allow unassigned cases to be saved, you should define a mechanism for routing and handling those cases. Any If a provider group has been entered, either manually or through autoassignment, the assignment engine assigns the case to the person with the highest fit score. If no provider group has been entered, then no agent is assigned. Available Default This option is similar to the Any option, but the task assignment engine additionally checks worker schedules and assigns cases only to agents who are working at the time the case is assigned. If you select this option, the system will assign the case to the agent who created the case. Here s how the system handles case assignments when the following conditions are met: Self Service Case Assignment If a provider group is specified, either manually or through autoassignment, the system does not assign the case to an agent. If no provider group is specified, the system assigns the case to the agent who created the case. If the provider group autoassignment option is also Default, then the system additionally assigns the case to the agent s provider group (assuming one can be uniquely identified). Note. This option is only available for cases created by agents, not for cases created through self-service. The options available in this group box work in a similar way to the ones described for Case Assignment on Save. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up and Performing Assignment Searches 28 PeopleSoft Proprietary and Confidential

49 Chapter 3 Defining Call Center Business Units Setting Up TableSet Controls for a Business Unit If you need to modify the default tableset control that is, if the business unit is associated with any setids other than the default setid do so after creating the business unit and before setting up the Case Defaults page. This is necessary because the Case Defaults page follows the same prompting rules as all business unit controlled pages: values are filtered based on the tableset control configuration. This task is not necessary when the default setid is the only setid associated with the business unit. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, WorkingWith Business Units and TableSet Controls Setting Up Call Center Components and Their Defaults Access the Case Defaults page. Case Defaults page The fields on this page are not available for entry until you create the business unit by clicking the Create BU button on the Call Center BU page. PeopleSoft Proprietary and Confidential 29

50 Defining Call Center Business Units Chapter 3 Call Center Components The Case Defaults page consists of a scroll area for setting up call center components and their defaults. You can create up to six different components within a business unit. There is no master set of defaults; you set up defaults for each of the components separately. Market Call Center Vertical Select Global unless you licensed PeopleSoft CRM for a different market. Each of the six case components corresponds to a single call center vertical. You must set up at least one component to activate the business unit. At a minimum, set up a component for the agent-facing case component for either PeopleSoft Support or PeopleSoft HelpDesk. (PeopleSoft HelpDesk for Human Resources uses the same case components as PeopleSoft HelpDesk.) Setting Case Attribute Defaults If you are deploying self-service access to cases, you must also set up components for the appropriate self-service components. See Chapter 3, Defining Call Center Business Units, Call Center Components (Verticals), page 19. For each call center component, you can select default values for certain case fields. If you do not want a field to have a default value, leave the field blank. Not all of the available defaults are appropriate to all call center verticals. The following table explains which components use which defaults. Gray shading indicates invalid combinations; an x marks each valid combination. 30 PeopleSoft Proprietary and Confidential

51 Chapter 3 Defining Call Center Business Units Defaults for call center components AllCallCenters Support Support Self-Service Report a Problem Support Self-Service View Existing Case Field New Case Status x *R x *R Resolved Case Status x x x x x x Closed Case Status x x HelpDesk HelpDesk Self-Service Report a Problem HelpDesk Self-Service View Existing Case Reopened Case Status x x Contact Me Provider Group x x Assigned To Provider Group x x Case Type x x x x Defect Case Type x x Case Priority x x x x Case Severity x x x x Source x x x x Category x x x x Specialty Type x x x x Detail x x x x Note Type x x x x *R = Required New Case Status The status that is set when a user opens a new case or when an agent reopens a case by changing a successful resolution to a failed resolution (by clicking the Resolution Failed button on the Case page.) Note. Although most defaults are optional, the New Case Status default is required for the component used to report new self-service cases. Without a default value, the system cannot save the case. This is because Case Status is a required field for a case, but a person reporting a case through self-service cannot set the case status Resolved Case Status The status that is set when user identifies a successful solution. Entering a value here enables the system to close cases once they are resolved. Both agents and self-service users can resolve cases. Agents resolve cases by setting a solution status to Successful Resolution. Self-service users resolve cases by answering Yes when asked whether a particular solution resolved their problem. Closed Case Status If you selected the Allow Case to be Closed check box on the Business Unit - Options page, enter the status to be used for cases that self-service PeopleSoft Proprietary and Confidential 31

52 Defining Call Center Business Units Chapter 3 users close. Note that cases are only closed if the status you specify is of type Closed. This is different from the Resolved Case Status. Reopened Case Status If you selected the Allow Case to be Reopened check box on the Business Unit - Options page, enter the status to be used for cases that self-service users reopen. If you do not enter a status here, then when a case is reopened, the status will not change. This could result in cases being closed without having a successful resolution a condition that the system normally does not allow. Default Provider Groups Contact Me Provider Group Assigned To Provider Group The provider group that is to receive notifications when a self-service user clicks the Contact Me Regarding This Case button in a case that is unassigned. The provider group to which a newly created case is to be assigned when the autoassignment option selected on the Business Unit Options page does not result in a provider group assignment. (The Business Unit - Options autoassignment setting takes precedence over this default.) Default Case Types Case Type Defect Case Type The default case type for a new case. The case type that is set when user relates a case to a PeopleSoft Quality Management defect. If you do not enter a value, the case type does not change when the case is related to a defect. See Also Chapter 4, Setting Up Call Center Prompt Tables, page 37 Modifying and Creating Configuration Templates Access the Call Center Configuration page. 32 PeopleSoft Proprietary and Confidential

53 Chapter 3 Defining Call Center Business Units Call Center Configuration page Note. The options and fields displayed on this page do not affect your call center self-service pages. You must configure the self-service pages separately to show or hide the appropriate fields. Modify System Data Click this button to modify the system data delivered by PeopleSoft. The fields on the page are then enterable. The message This object was delivered by PeopleSoft but updated by the customer appears. Note. Instead of modifying the Core template, PeopleSoft recommends that you create a new configuration template. Support Prompt For Product Master, Show Installed Product Information Select this radio button to have the Product field on the Case page prompt against the product master. The Product prompt displays all products that exist in the product catalog, even if the product is not installed. For example, if you sell 500 products and only 3 are installed, the system displays all 500 products in the Product prompt. PeopleSoft Proprietary and Confidential 33

54 Defining Call Center Business Units Chapter 3 On the Case page there is a read-only check box labeled Installed. The system selects this check box if the caller has an installed product record for the product. The Serial Number and Asset Tag fields will continue to prompt against installed products. If a user enters a product first, the system filters the serial number and asset tag prompts based on the selected product. If a user does not enter a product first, the system automatically fills in the Product field when they select a serial number or asset tag. Prompt for Installed Product Select this radio button to have the Product field on the Case page prompt against the product master for the installed products. The Serial Number and Asset Tag fields will also prompt against installed products. For example, if you sell 500 products and only 3 are installed, the system displays only the 3 installed products in the Product prompt. If a user enters a product first, the system filters the serial number and asset tag prompts based on the selected product. If a user does not enter a product first, the system automatically fills in the Product field when they select a serial number or asset tag. Prompt For Product Master, Hide Installed Product Information Hide All Product Information Select this radio button to have the Product field on the Case page prompt against product master. All installed product-related fields, except Product and Product Description, are hidden on the Case page. Select this radio button to hide all product-related fields, including the problem type, on the Case page. Selecting this option also impacts the frequently used solution by product feature, the Case Detail page when it is accessed from Solution Advisor, and certain related objects (RMAs and service orders). Because entitlements can be for services, the system does not hide Entitlement/PIN/SIN information. This option also doesn t hide product information in self-service. Use the self-service page configuration option to do this. Show Agreement/Warranty Info Show PIN/SIN Show Credit Card Allow Anonymous Caller Select this check box to enable all entitlement processing, which includes the showing of the Select Agreement or Warranty button on the Case page as well as the PIN and SIN fields, and the PIN and SIN fields on the Case Search page. Select this check box to show the PIN and SIN fields on the Case Search and Case pages. Agents must use the entitlement search to incorporate any entitlement processing. Select this check box to show the credit card link on the Case page. Select this check box to enable cases to be created for anonymous callers. You must, however, create a dummy business object that represents the anonymous caller. The Case search page will display a button that you can use to create anonymous cases. See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Defining Consumer Business Objects. 34 PeopleSoft Proprietary and Confidential

55 Chapter 3 Defining Call Center Business Units Allow Incident Address Select this check box to add address fields to the Case page. These fields permit the agent to track an address that is specific to the case, and not associated with the caller. HelpDesk Prompt For Product Master, Show Installed Product Information Prompt For Product Master, Hide Installed Product Information Hide All Product Information See field description above. See field description above. See field description above. PeopleSoft Proprietary and Confidential 35

56 Defining Call Center Business Units Chapter 3 36 PeopleSoft Proprietary and Confidential

57 CHAPTER 4 Setting Up Call Center Prompt Tables This chapter provides an overview of call center prompt tables and discusses how to: Set up prompt tables for all cases. Set up problem codes for material returns in PeopleSoft Support. Set up reason codes. Set up case relationship types. Understanding Call Center Prompt Tables This section discusses: Call center prompt tables. Delivered values in call center prompt tables. Call Center Prompt Tables This section explains the different types of prompt tables you need to set up. Prompt Tables for All Cases To get your PeopleSoft CRM call center application up and running you need to define values for the following case fields: Case Status (required) Case Type Priority Severity Source Problem Type Note. Problem types are defined by product. This gives you an additional level of categorization for the problem. Because Problem Type is a child of Product, the Problem Type field on the Case page derives its values from Product. Product must be set up before Problem Type. Competencies for Problem Type are not restricted, however. PeopleSoft Proprietary and Confidential 37

58 Setting Up Call Center Prompt Tables Chapter 4 See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Products. Three hierarchically-related case categorization fields: Category, Specialty Type, and Details Quick codes (data entry shortcuts that reference other information). Each code is associated with values for at least three and up to seven case fields. Values referenced by a currently active quick code cannot be deleted. When an agent enters a quick code into a case, the system automatically enters all the related data. The quick code itself does not get saved to the case. Problem Types Use problem types to associate products with the competencies that someone would need to resolve a problem. Once you connect a problem type to a product, the system can use the competency information associated with the problem type during the assignment phase to locate the best person in your organization to fix the problem. Problem Codes for PeopleSoft Support Material Returns This topic is specific to PeopleSoft Support. Problem codes identify why a customer is returning stock on return material authorizations (RMAs) created in PeopleSoft Support. If your PeopleSoft Support system is integrated with PeopleSoft Inventory, the problem codes you select on RMAs must match reason codes defined in PeopleSoft Inventory. In addition, the matching reason codes in PeopleSoft Inventory must be defined with a reason type of Return Material Authorization. When the RMA is staged in PeopleSoft Inventory, the problem code is used as the reason code. If the reason code on the RMA form does not exist in PeopleSoft Inventory, an error is logged when the RMA EIP application message is processed. Reason Codes There are three different types of reason codes: Reasons why a person has been associated with a case as an interested party. Reasons why a self-service user is closing a case. Reasons why a self-service user is reopening a case A reason type associated with a code determines which set of reason codes a particular code is associated with. Case Relationship Types Cases can be related to each other for many reasons. For example: A global case affects many people, but one resolution solves the problem for everybody. For example, your Website is down because of a problem with the Web server. Many people are reporting problems. You only need to fix the problem once this will resolve everyone s problem. So you create a global case for the problematic Web server and child cases (sometimes called tickets) for each person reporting the problem. You need to maintain a parent-child relationship between the global case and all the tickets. Based on this relationship, you can close all the child tickets once the global case is closed. A common case affects many people, but each affected person requires a separate resolutions. 38 PeopleSoft Proprietary and Confidential

59 Chapter 4 Setting Up Call Center Prompt Tables For example, a software bug is causing problems. Again, many people are reporting the problem, but this time each of them will have to apply a software patch. You create a common case to track the problem, and you create child cases for each person reporting the problem. Based on this relationship, you can track the impact of the problem across your organization. This "common case" parent-child relationship differs from the Web server global case because you do not want to close the child cases when the common case is closed. A similar case helps an agent to resolve another case. For example, two people have reported problems with their desktop computers. The problems sound similar, and each assigned agent wants to monitor activity on the other case. Similar cases are functionally related, but they do not have a hierarchical relationship. There are also duplicate cases, cause-and-effect cases, and any other kind of case relationship you can imagine. You establish valid case relationship types on the Relationship Type page. Each relationship is marked as hierarchical or equivalent (non-hierarchical). Each case in a relationship has a relationship label. If the relationship is hierarchical, there are separate labels for the parent case and the child case. If the relationship is equivalent, there is only one valid label. See Also Chapter 8, Managing Cases, page 77 Chapter 10, Working Cases, page 141 Chapter 13, Managing Material Returns, Understanding Material Return Processing, page 185 Chapter 15, Working with Self-Service Transactions, page 225 Chapter 3, Defining Call Center Business Units, Setting Up Call Center Components and Their Defaults, page 29 PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Managing Workforce Competencies PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Products PeopleSoft 8.8 CRM FieldService PeopleBook, Integrating With PeopleSoft Applications PeopleSoft Application Fundamentals for FSCM PeopleBook, Managing Returned Material Delivered Values in Call Center Prompt Tables This section lists delivered case statuses, case types, and relationship types. All values are associated with the SHARE setid. These values are used in the delivered event processing objects. For example, PeopleSoft delivers event processing rules to send notifications to owners of related cases when a case status changes. If you use the delivered event processing, you must use the delivered values or change the event processing rules to reference new values. Case Statuses The following table lists the delivered case statuses. PeopleSoft Proprietary and Confidential 39

60 Setting Up Call Center Prompt Tables Chapter 4 Category Status Short Description Long Description Canceled CANC Canceled Canceled Closed DUP Closed - Duplicate Closed - Duplicate Closed FAIL Closed - Failure Closed - Failure Closed RESOL Closed - Resolved Closed - Resolved Open CHGRQ Open - Chg Request Open - Change Request Open CUST Open - Pending User Open - Pending User Open ENG Open - Pending Eng Open - Pending Engineering Action Open OPEN Open - New Open - New Case Open RMA Open - RMA Open - RMA Open ROPEN Re - Opened Re - Opened Open RSRCH Open - Researching Open - Researching Open SRVOD Open - Serv Order Open - Serv Order Case Types The following table lists the delivered case types. Type Short Description Long Description ADMIN Administrative Quest Administrative Question CHGRQ Change Request Change Request DEFEA Possible Defect Possible ProductDefect DEFEB Not a Defect Not a Product Defect 40 PeopleSoft Proprietary and Confidential

61 Chapter 4 Setting Up Call Center Prompt Tables Type Short Description Long Description DEFEC Product Defect Product Defect DOC Documentation Quest Documentation Question ENH Enhancement Request Enhancement Request LIT Literature Request Literature Request MIS Misunderstanding User Misunderstanding QUEST Technical Question Technical Question RMA Return Material Adv Return Material Advise SO Service Request Service Request Relationship Types The following table lists the delivered relationship types. Type Hierarchical? Short Name Labels COMMO Yes Common Parent, Child EQUAL No Equivalent (none) GLOBE Yes Global Parent, Child See Also Appendix A, Delivered Call Center Event Handlers, page 255 PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Component Event Processing PeopleSoft Proprietary and Confidential 41

62 Setting Up Call Center Prompt Tables Chapter 4 Common Elements Used in this Chapter SetID Except for quick codes, which are associated with business units, all of the prompt tables described in this chapter are associated with setids. This enables you to set up different sets of values for different call center business units. If you re setting up one set of values for all your call centers, use the same setid for all values. If you re setting up different sets of values for different call centers, enter the appropriate setid for each value. [value ID] A unique identifier for the value. The name of this field depends on the type of value being established. For example, on the Case Status page, this field is labeled Case Status. This field is enterable when you create a new row of data, but after you save the data, the field is no longer enterable. Self-Service As you configure your prompt tables, you can select this check box to indicate to the system which values self-service users can choose when creating new cases. For example, you can use this check box to allow self-service users to select priorities of Low and Standard, but not High. This check box does not affect self-service users ability to see the value when looking at an existing case; it only affects their ability to select the value when creating a new case. This check box is relevant only for fields that self-service users can edit. Short Name Self-Service Description A short name that describes the value to users of the Case page. Although you can enter up to twenty characters, be aware that names longer than fifteen characters may be truncated in the drop-down list boxes on the Case page. A short name that describes the value to self-service users. If the value appears on any of the self-service pages, the self-service description appears instead of the regular short description. Enter a description regardless of whether the Self-Service check box is selected even if users can t select a value (the behavior controlled by the check box), they still may be able to view it. If you don t enter a description, the system copies the short description to this field when you save. Long Description Effective Date Status A long name, up to fifty characters, that describes the value. The effective date of the value. Most prompt table values are not effective-dated; only quick codes and reason codes have effective dates. Determines whether an effective-dated item (a quick code or a reason code) is active or inactive as of the associated effective date. 42 PeopleSoft Proprietary and Confidential

63 Chapter 4 Setting Up Call Center Prompt Tables Setting Up Prompt Tables for Cases This section discusses how to: 1. Set up case statuses. 2. Set up case types. 3. Set up case priorities. 4. Set up case severity values. 5. Set up case sources. 6. Set up problem types. 7. Set up case categories 8. Set up case specialty types and details within each category. 9. Set up quick codes. Prerequisites Before you set up the prompt tables for your call center application, be aware of the following: Before you set up quick codes, you must set up all the values to be referenced by the quick code. Quick codes must reference a category, a specialty type, and a detail. Quick codes can optionally reference a case priority, a solution, a provider group, and an agent. You must set up product before you set up problem types. If you want to use competencies in case assignment, you must establish competencies before you set up the Category, Type, Detail and Problem Types pages. See Also PeopleSoft 8.8 CRM Services Foundation PeopleBook, Managing Solutions PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Managing Workers PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up and Maintaining Provider Groups and Group Members PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Managing Workforce Competencies, Defining and Maintaining Competency Information in PeopleSoft CRM PeopleSoft Proprietary and Confidential 43

64 Setting Up Call Center Prompt Tables Chapter 4 Pages Used to Set Up Prompt Tables for All Cases Page Name Object Name Navigation Usage Case Status RC_STATUS Set Up CRM, Product Related, Call Center, Status, Case Status Case Type RC_CASE_TYPE Set Up CRM, Product Related, Call Center, Case Type, Case Type Set up case statuses. Set up case types. Priority RC_PRIORITY Set Up CRM, Product Related, Call Center, Priority Severity RC_SEVERITY Set Up CRM, Product Related, Call Center, Severity Source RC_SOURCE Set Up CRM, Product Related, Call Center, Source, Source ProblemType RC_PROBTYPE Set Up CRM, Product Related, Call Center, Problem Type Category RC_CATEGORY Set Up CRM, Product Related, Call Center, Category/Type/Detail Specialty Type and Detail RC_CA_TY_DE_PNL Set Up CRM, Product Related, Call Center, Category/Type/Detail, Type and Detail. Quick Code RC_QUICK_CODE Set Up CRM, Product Related, Call Center, Quick Code, Quick Code Set up case priorities. Set up case severity values. Set up valid methods people can use to report cases. For example, you can track cases that are created through self-service or cases that are initially created by your computer and telephony integration system. Associate problem types to products and the competencies that someone would need to resolve the particular problem. Set up case categories. Set up specialty types within categories and details within specialty types. Set up quick code shortcuts that an agent can use to automatically enter data in various fields on the Case page. Setting Up Case Statuses Access the Case Status page. 44 PeopleSoft Proprietary and Confidential

65 Chapter 4 Setting Up Call Center Prompt Tables Case Status page Category Case status values drive many of your call center metrics. Because the actual values vary by implementation, certain hard-coded status processing is based on the category field rather than the actual case status. All statuses fall into one of the following categories: Open: thecaseneedstoberesolved. Closed: the case is resolved and no further work is necessary. Canceled: the case is not resolved, but there is no longer any need to resolve the case. See Also Chapter 4, Setting Up Call Center Prompt Tables, Delivered Values in Call Center Prompt Tables, page 39 Chapter 8, Managing Cases, Case Closure, page 89 Setting Up Case Types Access the Case Type page. PeopleSoft Proprietary and Confidential 45

66 Setting Up Call Center Prompt Tables Chapter 4 Case Type page Setting Up Case Priorities Access the Priority page. Priority page Category All priority values are associated with a priority category High, Medium, or Low. The association between a priority and a priority category enables the High Priority Problem Reports chart on the Manager s Dashboard to identify high priority cases. Setting Up Case Severity Values Access the Severity page. 46 PeopleSoft Proprietary and Confidential

67 Chapter 4 Setting Up Call Center Prompt Tables Severity page Setting Up Case Sources Access the Source page. Source page Setting Up Problem Types Access the Problem Type page. PeopleSoft Proprietary and Confidential 47

68 Setting Up Call Center Prompt Tables Chapter 4 Problem Type page Problem Type Enter an abbreviation to represent the problem type. The maximum number of character you can use is 5. Problem Type Competency Information Description Minimum Level Weight Select the competency needed to resolve the problem. Select the minimum skill level that a person would need to resolve the problem for the selected competency. Select the level of importance that you want to assign to the competency. The system uses this weighting factor during the assignment process to locate the best person available to resolve the problem. Setting Up Case Categories Access the Category page. Category page Category Competency Information Description Select the competency needed to resolve problems in the category you have displayed. 48 PeopleSoft Proprietary and Confidential

69 Chapter 4 Setting Up Call Center Prompt Tables Minimum Level Weight Select the minimum skill level that a person would need to resolve the problem for the selected competency. Select the level of importance that you want to assign to the competency. The system uses this weighting factor during the assignment process to locate the best person available to resolve the problem. Setting Up Case Specialty Types and Details Within Each Category Access the Type and Detail page. Type and Detail page Types Create a New Type The left column of the page lists the specialty types that already exist for the specified category. The specialty type that is not a hyperlink is the one currently displayed in the main area of the page. To view or modify a different specialty type, click its hyperlink. Click this button to create a new specialty type. Type and Detail Competency Information Description Minimum Level Select the competency needed to resolve problems for the type of problem you have displayed. Select the minimum skill level that a person would need to resolve the problem for the selected competency. PeopleSoft Proprietary and Confidential 49

70 Setting Up Call Center Prompt Tables Chapter 4 Weight Create a New Detail Select the level of importance that you want to assign to the competency. The system uses this weighting factor during the assignment process to locate the best person available to resolve the problem. Click to create a new detail. The system displays a set of blank fields in the Details section so you can enter new information. SettingUpQuickCodes Access the Quick Code page. Quick Code page General Information Quick Code Business Unit Description A unique code that agents can use to automatically populate multiple fields on the Case page. Enter the business unit of the call center that will use this quick code. A short text description of the code, up to twenty characters long. Problem Information When an agent enters a quick code, the system assigns the information in these fields to a case. Category Specialty Type Detail The category associated with this quick code. The specialty type associated with this quick code. The detail associated with this quick code. 50 PeopleSoft Proprietary and Confidential

71 Chapter 4 Setting Up Call Center Prompt Tables Related Settings These fields are optional. When an agent enters a quick code into a case, the system populates the corresponding fields if you ve associated a value with the quick code. You cannot delete values referenced by a currently active quick code. Case Priority Solution ID Provider Group ID Assigned To Theprioritytobeassignedtoacase. The solution is to be associated with a case. The solution is added to thecasewiththe status Under Consideration. The provider group to be assigned to a case. The agent to whom the case is to be assigned. If you ve specified a provider group, you can select only agents who are part of that group. Setting Up Problem Codes for PeopleSoft Support Material Returns This section discusses how to set up problem codes for PeopleSoft Support material returns. Note. This is not applicable to PeopleSoft HelpDesk applications. See Also Chapter 13, Managing Material Returns, Understanding Material Return Processing, page 185 Page Used to Set Up Problem Codes for Material Returns Page Name Object Name Navigation Usage Problem Codes RF_PROBLEM_CD Set Up CRM, Common Definitions, Codes and Auto Numbering, Problem Codes Setting Up Problem Codes Access the Problem Codes page. Set up the codes used to identify reasons for material returns on the return material authorization (RMA) form. PeopleSoft Proprietary and Confidential 51

72 Setting Up Call Center Prompt Tables Chapter 4 Problem Codes page Note. If you integrate with PeopleSoft Inventory, the problem codes established on this page for use on RMAs must match the reason codes that are established on the Reason Code page in PeopleSoft Inventory. In addition, the matching reason codes in PeopleSoft Inventory must be defined with a reason type of Return Material Authorization. For information about reason code definition, see PeopleSoft CRM Application Fundamentals for FSCM PeopleBook. Setting Up Reason Codes This section discusses how to set up reason codes. Page Used to Set Up Reason Codes Page Name Object Name Navigation Usage Reason Code RB_REASON_CD Set Up CRM, Common Definitions, Codes and Auto Numbering, Reason Codes, Reason Code Creating Reason Codes Access the Reason Code page. Set up reasons for various actions. 52 PeopleSoft Proprietary and Confidential

73 Chapter 4 Setting Up Call Center Prompt Tables Reason Code page Reason Type Enter one of the following values Reason Re-Opened: Use this reason type when setting up reason codes for the Manage Case - Reopen Case page the page where self-service users enter the reason for reopening a case. Reason Closed: Use this reason type when setting up reason codes for the Manage Case - Close Case page the page where self-service users enter the reason for closing a case. Reason Interested: Use this reason type when setting up reason codes for the Interested Parties page the page where you identify interested parties for a case. Setting Up Case Relationship Types This section discusses how to set up case relationship types. Page Used to Set Up Case Relationship Types Page Name Object Name Navigation Usage Relationship Type RC_RELATION_TYPE SetUpCRM, Product Related, Call Center, Relationship Type, Relationship Type Defining Case Relationship Types and Labels Access the Relationship Type page. Set up types of case relationships and define relationship labels that will appear on the Related Cases page. PeopleSoft Proprietary and Confidential 53

74 Setting Up Call Center Prompt Tables Chapter 4 Relationship Type page Relationship Type and Relationship Labels Hierarchical Parent Label, Child Label Equivalent Label Select this check box if the relationship is hierarchical (a parent-child relationship). Clear this check box if the relationship is not hierarchical. Non-hierarchical relationships are also called equivalent relationships. If this is a hierarchical relationship, these fields control how the relationship is described on the Related Cases page. If you look at the child case, the Relationship field displays the child label; if you look at the parent case, the Relationship field displays the parent label. These fields are only enterable if the Hierarchical check box is selected. If this is not a hierarchical relationship, this field controls how the relationship is described on the Related Cases page. If you look at either one of the related cases, the Relationship field displays the equivalent label. This field is only enterable if the Hierarchical check box is clear. Example Consider a Global relationship type with a parent label of Global Case and a child label of Ticket: On the Related Cases page for the child case, the parent case appears in the Existing Related Cases grid. In that grid, the Type field value is Global and the Relationship field value is Ticket. On the Related Cases page for the parent case, the child case appears in the Existing Related Cases grid. In that grid, the Type field value is still Global, but the Relationship field value is Global Case. 54 PeopleSoft Proprietary and Confidential

75 CHAPTER 5 Setting Up RMA Processing Return material authorization (RMA) functions and realtime item balance and availability checks in PeopleSoft Support require integration with inventory and purchasing systems. This chapter discusses implementation requirements and recommendations to consider when integrating PeopleSoft Support with PeopleSoft Inventory and PeopleSoft Purchasing in the PeopleSoft Supply Chain Management product line for the following implementation tasks: Activate the required application message enterprise integration points (EIPs). Set up business interlinks. Define call center business units. Defineitems. Define defaults and procurement options for requisition processing. Define valid requisition requester IDs. Set up links to PeopleSoft Purchasing and PeopleSoft Inventory. Synchronize problem codes and reason codes. ViewRMAstatus. Process return-and-replace RMAs in PeopleSoft Supply Chain Management. Note. This chapter is relevant only to PeopleSoft Support; PeopleSoft HelpDesk applications do not incorporate RMA functionality. See Also Chapter 13, Managing Material Returns, Understanding Material Return Processing, page 185 PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Checking Item Balances and Availability Activating the Required Application Message EIPs Implementation of RMA functionality in PeopleSoft Support requires activation of the following EIPs: Business Unit EIP Item Master EIP CustomerEIP Product EIP PeopleSoft Proprietary and Confidential 55

76 Setting Up RMA Processing Chapter 5 Return Material Authorization EIP Purchase Order Requisition EIP As delivered, PeopleSoft EIP application messages are inactive. In the PeopleSoft CRM and PeopleSoft Supply Chain Management systems, you must activate the required application messages, set the associated message channel to Run mode, define the publication or subscription routing rules, and configure an existing message node or define a new one. See Also PeopleTools 8.42 PeopleBook: PeopleSoft Integration Broker PeopleTools 8.42 PeopleBook: PeopleSoft Enterprise Integration Setting Up Business Interlinks The Item Balance EIP is a business interlink EIP. When you implement this EIP, you must modify the business interlink definition, RF_IN_ITEM_BALANCES, to reference the correct merchant URL, user ID, and password for PeopleSoft Inventory. See Also PeopleTools 8.42 PeopleBook: PeopleSoft Business Interlink Application Developer Guide PeopleTools 8.42 PeopleBook: PeopleSoft Enterprise Integration Defining Call Center Business Units On the Call Center BU (call center business unit) page, select the RMA Creation option for each call center business unit in your enterprise that can create RMAs for customers and define a Return To IBU (inventory business unit). The Return To IBU is the default value that the system uses when RMAs are initiated from a case created for the call center business unit. Note that business units defined in PeopleSoft Supply Chain Management are available for selection on the Call Center BU page in PeopleSoft Support only if the Business Unit EIP has been implemented. See Also Chapter 3, Defining Call Center Business Units, page PeopleSoft Proprietary and Confidential

77 Chapter 5 Setting Up RMA Processing Defining Items Item information in PeopleSoft CRM must be synchronized with item information in PeopleSoft Supply Chain Management. Although PeopleSoft CRM pages enable you to manually enter item information in PeopleSoft CRM, we recommend that you use the Item Master EIP to populate item tables in PeopleSoft CRM with the master item data in PeopleSoft Supply Chain Management. Once the Item Master EIP has been activated, however, the pages of the Item Definition component in PeopleSoft CRM can be used only to view item information. You will be unable to add or update item definitions in PeopleSoft CRM. As delivered, PeopleSoft EIP application messages are inactive. In both your PeopleSoft CRM and PeopleSoft Supply Chain Management systems, you must activate the required application messages of the Item Master EIP, set the associated message channel to run mode, define the publication or subscription routing rules, and configure an existing message node or define a new message node. PeopleSoft CRM stores only a subset of the item attributes defined in PeopleSoft Supply Chain Management only the item attributes that are used in PeopleSoft CRM are synchronized. To view the complete item definition, use the item definition components in PeopleSoft Supply Chain Management. Item definitions in PeopleSoft CRM are stored only at the setid level. Therefore, it is possibleforaparticularitemtohaveastatusofactive at the setid level but a status of Inactive in any of the business units in which it is defined. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Defining Items Defining Defaults and Procurement Options for Requisition Processing Call center business units in PeopleSoft CRM that can create RMAs must be defined as valid sources of requisitions in PeopleSoft Supply Chain Management. Using the Requisition Loader Defaults component in PeopleSoft Supply Chain Management, you define each call center business unit as a loader business unit and establish processing defaults for requisitions staged by the call center business unit, including the purchasing business unit in PeopleSoft Purchasing that will process the requisitions. We discuss this procedure in the documentation for understanding requisitions. See PeopleSoft Purchasing PeopleBook When defining procurement options in PeopleSoft Supply Chain Management, you can associate the call center business unit with an appropriate distribution network on the Ship To Locations page. Sourcing processes in PeopleSoft Purchasing can be configured to check available quantity first in the distribution network before creating a purchase order with an external vendor. If quantity exists in one of the inventory business units in the defined distribution network, a material stock request is created to fulfill the requisition. Inventory business units representing field service trucks should not be included in distribution networks. We discuss this procedure in the documentation for understanding purchase orders and transferring stock between business units. PeopleSoft Proprietary and Confidential 57

78 Setting Up RMA Processing Chapter 5 See PeopleSoft Purchasing PeopleBook See PeopleSoft Inventory PeopleBook Note that business units defined in PeopleSoft Support are available for selection on pages in PeopleSoft Supply Chain Management only if the Business Unit EIP has been implemented. We discuss this procedure in the documentation for defining FSCM general options. See PeopleSoft Applications Fundamentals for FSCM PeopleBook Defining Valid Requisition Requester IDs Every requisition generated in PeopleSoft CRM includes a requester ID, representing the person or entity that initiates a requisition request. For requisitions initiated from the RMA Form component, the system populates the Requester field with the default requester ID defined on the User Preferences - Overall Preferences page. You can select an alternate requester ID as necessary; however, the requester ID on requisitions staged in PeopleSoft Purchasing must be defined as a valid requester ID in PeopleSoft Supply Chain Management. Requesters are established on the Requester Setup page under the Structure Procurement Options menu in PeopleSoft Supply Chain Management. We discuss this procedure in the documentation for structuring procurement options. See PeopleSoft Applications Fundamentals for FSCM PeopleBook You can set up requester IDs that are associated with multiple user IDs. In this case, a requester ID represents a specific group or region. Setting up requester IDs in this manner enables you to monitor requisitions staged by the associated group or region rather than by a specific person in the Requisition Workbench component in PeopleSoft Purchasing. We discuss this procedure in the documentation for reviewing requisition information. See PeopleSoft Purchasing PeopleBook Note. For requisitions initiated for advanced return RMAs in PeopleSoft Support, the system sets the requisition ID equal to the RMA ID. RMA IDs are limited to 10 digits. Setting Up Links to PeopleSoft Purchasing and PeopleSoft Inventory When using the RMA Form component within the portal, users can link to the Requisition Workbench component in PeopleSoft Purchasing and the Item/Product Availability inquiry component in PeopleSoft Inventory. Implementation of these links depends on where the portal is installed in your system. If the portal is installed on the CRM database, no further setup is required. However, if the portal is not installed on the CRM database, you must change the URL for the RF_FDM_LINKS entry in the URL Catalog to point to the database on the portal for PeopleSoft Supply Chain Management. Change the URL for the RF_FDM_LINKS entry on the URL Maintenance page under the Utilities menu in PeopleTools. 58 PeopleSoft Proprietary and Confidential

79 Chapter 5 Setting Up RMA Processing See Also PeopleTools 8.42 PeopleBook: PeopleSoft Integration Tools and Utilities PeopleTools 8.42 PeopleBook: PeopleTools Internet Technology Synchronizing Problem Codes and Reason Codes When creating an RMA in PeopleSoft Support, you must specify a problem code. You set up problem codes for RMAs on the Problem Codes page under the Set Up CRM, Common Definitions, Codes and Auto Numbering menu. If you are integrating with PeopleSoft Inventory, the problem codes for RMAs in PeopleSoft Support must match the reason codes established on the Reason Code page in PeopleSoft Inventory. In addition, the matching reason codes in PeopleSoft Inventory must be defined with a reason type of Return Material Authorization. When the RMA form is created in PeopleSoft Inventory, the problem code is used as the reason code. If the reason code on the RMA form does not exist in PeopleSoft Inventory, an error is logged when the Returned Material Authorization EIP application message is processed. See Also Chapter 4, Setting Up Call Center Prompt Tables, page 37 PeopleSoft Application Fundamentals for FSCM PeopleBook Viewing RMA Status The RMA status field is included on the RMA record in PeopleSoft Support. However, the RMA status field is not displayed on the pages on the RMA Form component because the RMA status in PeopleSoft Support is not updated by PeopleSoft Inventory. If your implementation includes PeopleSoft Inventory and you have logged on to the portal using the single sign-on feature, you can click the View Status link on the RMA Form component in PeopleSoft Support to access PeopleSoft Inventory s RMA Form page. On the RMA Form page in PeopleSoft Inventory, you can check the status of the RMA. The View Status link is disabled in Add mode. PeopleSoft Proprietary and Confidential 59

80 Setting Up RMA Processing Chapter 5 Processing Return-and-Replace RMAs in PeopleSoft Supply Chain Management Orders for return-and-replace RMAs are not created until the returned material has been physically received at the specified return-to-inventory business unit. When a person records receipt of material on a return-and-replace RMA in PeopleSoft Inventory, the system displays a message indicating that a replacement order is required. Depending on your business process rules, the person enters a material stock request in PeopleSoft Inventory or a requisition in PeopleSoft Purchasing to replace the customer s returned material. The person receiving the returned material uses the information on the RMA, such as the customer s address and information about the item and quantity returned to create the replacement order. To facilitate tracking the replacement order in PeopleSoft Inventory or PeopleSoft Purchasing, the replacement requisitions or material stock requests should be created using the same ID as the RMA. We discuss this procedure in the documentation for receiving and putting away stock. See PeopleSoft Inventory PeopleBook We also discuss this procedure in the documentation for reviewing requisition information. See PeopleSoft Purchasing PeopleBook 60 PeopleSoft Proprietary and Confidential

81 CHAPTER 6 Setting Up Links to HR Pages This chapter provides an overview of the process to set up links from your PeopleSoft HelpDesk for Human Resources application to pages in your PeopleSoft HRMS application and explains how to: Set up content references. View and modify link definitions. Note. This chapter is relevant only to PeopleSoft HelpDesk for Human Resources. PeopleSoft Support and PeopleSoft HelpDesk do not provide linking functionality to PeopleSoft HRMS. Understanding Link Setup This section discusses: Link definitions. Presentation of links. Delivered data - link categories. Delivered Data - link definitions (content references). Link Definitions PeopleSoft provides a standard method to link to HRMS pages from the Case page in the PeopleSoft HelpDesk for Human Resources application. To enable you to add and remove links with little or no customization, PeopleSoft provides system-delivered data for content references, link categories, and link definitions. This linking method enables you to run HRMS applications on multiple databases, using multiple HRMS versions. If you are using both PeopleSoft HelpDesk for Human Resources and PeopleSoft Human Resources Management System (HRMS) you need to do the following: Set up a node for each database server. Note. For this setup to work, the system needs to know the name of the database, and the application server for that database. You will also have to set up the Content URI Text for the HRMS node per your environment. We discuss this procedures in the documentation for administering a PeopleSoft portal, setting portal nodes. See PeopleTools 8.42 PeopleBook: PeopleTools Internet Technology Set up user IDs for both HRMS and CRM. PeopleSoft Proprietary and Confidential 61

82 Setting Up Links to HR Pages Chapter 6 Set up single signon. We discuss these procedure in the documentation for setting up single signon. See PeopleTools 8.42 PeopleBook: PeopleTools Internet Technology To set up the linking functionality, you must do the following: Set up portal content references (non-peoplesoft HR application only) and security for each target page in your HR application. Note. The availability of a link is security defined for the content reference. It is your responsibility to set up security that matches the security for the target page. If there is a mismatch, users will receive an error message when they try to access the page. Set up link categories. There can be multiple versions of a category, each associated with a different target system (for example HRMS 8.8, HRMS 8.3 and so on). Only one version of a category can be active at any time, however. Define links within each category. For each link, you must identify the values to be passed into the key fields of the target page. Presentation of Links After the links are set up, the link categories appear in a grid on the Case page for the PeopleSoft HelpDesk for Human Resources application. The grid can accommodate multiple categories. A user can view a subset of links based on the security established for the CREF (content reference) in the link definition. If the user does not have access to any links in a category, the category does not appear. Note. This security is different from the security established for the target page in the HRMS system. The grid displays three columns: Category name. Drop-down list box for choosing a specific link in the category. Go button for following the link. When a user clicks Go, the system does the following: Opens a new browser window with the target page. Enters the link s long description in the Link Actions Taken for this Case grid. Note. If the parameters being passed are not sufficient to get through the target page s search page, the search page appears. Delivered Data - Link Categories The following table lists the link categories delivered by PeopleSoft: 62 PeopleSoft Proprietary and Confidential

83 Chapter 6 Setting Up Links to HR Pages Link Category HRMS Version Action Flag Description BENEF 8.8 Active Benefits HRMS 8.8 Active Human Resources PAYR 8.8 Active Payroll STOCK 8.8 Active Stock TRNG 8.8 Active Training Delivered Data - Link Definitions (Content References) The following table lists the link definitions delivered by PeopleSoft: Category Link Description Content Reference Page Name Search Key Benefits Election Entry HC_BAS_ ELECTION_ ENTRY_GBL EMPLID Benefits Benefits Summary HC_BENEFITS_ SUMMARY_GBL9 BENEFITS_ SUMMARY1 EMPLID Benefits Dependent Benefits HC_DEPEND_ BENEF_GBL1 DEPEND_BENEF1 EMPLID Benefits Disabaility Plans HC_DISABILITY_ BENEFIT_GBL DISABILITY_ BENEFIT EMPLID Benefits Create Event HC_BAS_ON_ DEM_EM_PG_ GBL BAS_ON_DEM_ EM EMPLID Benefits FSA Plans (CAN) HC_FSA_ BENEFITS_CAN_ GBL FSA_BENEFITS EMPLID Benefits FSA Plans (USA) HC_FSA_ BENEFITS_GBL FSA_BENEFITS EMPLID PeopleSoft Proprietary and Confidential 63

84 Setting Up Links to HR Pages Chapter 6 Category Link Description Content Reference Page Name Search Key Benefits Health Plans HC_HEALTH_ BENEFITS_GBL4 HEALTH_ BENEFITS1 EMPLID Benefits Life/ADD Plans HC_LIFE_ADD_ BENEF_GBL LIFE_ADD_ BENEF1 EMPLID Benefits Leave Plans (USA) HC_LEAVE_ PLANS_GBL LEAVE_PLANS EMPLID Benefits Leave Plans (CAN) HC_LEAVE_ PLANSA_GBL LEAVE_PLANS EMPLID Benefits Pension Plan (USA) HC_US_ PENSION_ PLANS_GBL PENSION_PLAN1 EMPLID Benefits Pension Plan (CAN) HC_PENSION_ PLAN_GBL5 PENSION_PLAN1 EMPLID Benefits Retirement Plans HC_RTRMNT_ PLANS_GBL RTRMNT_PLANS EMPLID Benefits Savings Plans HC_SAVINGS_ PLANS_GBL SAVINGS_ PLANS1 EMPLID Benefits Vacation Plans HC_VACATION_ BENEFIT_GBL VACATION_ BENEFIT EMPLID HRMS Emergency Contacts HC_ EMERGENCY_ CONTACT_GBL4 EMERGENCY_ CONTACT EMPLID HRMS Job Data Information HC_JOB_DATA_ GBL JOB_DATA1 EMPLID HRMS Job Summary HC_JOB_ SUMMARY_GBL7 JOB_SUMMARY EMPLID HRMS Personal Data HC_PERSONAL_ DATA_GBL7 PERSONAL_ DATA1 EMPLID 64 PeopleSoft Proprietary and Confidential

85 Chapter 6 Setting Up Links to HR Pages Category Link Description Content Reference Page Name Search Key Payroll Direct Deposit - CAN HC_DIRECT_ DEPOSIT_CAN_ CAN DIRECT_ DEPOSIT_CAN EMPLID Payroll Direct Deposit - USF HC_DIRECT_ DEPOSIT_USA3 DIRECT_ DEPOSIT EMPLID Payroll Direct Deposit - US HC_DIRECT_ DEPOSIT_USA5 DIRECT_ DEPOSIT EMPLID Payroll General Deduct -US HC_GENL_DED_ DATA_USA8 GENL_DED_ DATA EMPLID Payroll General Deduct - CAN HC_GENL_DED_ DATA_CAN GENL_DED_ DATA EMPLID Payroll General Deduct - USF HC_GENL_DED_ DATA_USF GENL_DED_ DATA EMPLID Payroll Paysheets - CAN HC_PAY_SHEET_ ADD_CAN PAY_SHEET_ ADD_D EMPLID Payroll Paysheets - USF HC_PAY_SHEET_ ADD_USA9 PAY_SHEET_ ADD_S EMPLID Payroll Paysheets - US HC_PAY_SHEET_ ADD_USA8 PAY_SHEET_ ADD_S EMPLID Payroll Paycheck -US HC_PAY_CHECK_ USA5 PAY_CHECK_E EMPLID Payroll Paycheck - CAN HC_PAY_CHECK_ CAN2 PAY_CHECK_E EMPLID Payroll Paycheck - USF HC_PAY_CHECK_ USF4 PAY_CHECK_E EMPLID Payroll Savings Bond - US HC_SAVINGS_ BOND_LOG_USA SAVINGS_BOND_ LOG EMPLID Payroll Tax Data - CAN HC_TAX_DATA_ CAN_CAN TAX_DATA_ CAN1 EMPLID PeopleSoft Proprietary and Confidential 65

86 Setting Up Links to HR Pages Chapter 6 Category Link Description Content Reference Page Name Search Key Payroll Tax Data - USF HC_TAX_DATA_ USA2 TAX_DATA1 EMPLID Payroll Tax Data - US HC_TAX_DATA_ USA6 TAX_DATA1 EMPLID Stock Stock Excercise HC_ST_EXER_ SRCH_GBL ST_EXER_SRCH1 EMPLID Stock Stock Activity HC_ST_RUNCTL_ STOK002_GBL9 ST_RUNCTL_ STOK002 EMPLID Training Course Enrollment HC_TRN_ STUDNT_CRS_ DT2_GBL COURSE_ STUDNT_ENRL EMPLID Training Training Summary HC_TRN_ STUDNT_CRS_ SU3_GBL TRN_STUDNT_ CRS_SUM EMPLID Note. If you licensed PeopleSoft Benefits Administration, you can access both the Benefits Administration links and the Base Benefits links. If you licensed only Base Benefits you will not have access to the Benefits Administration links. Base Benefits links include all the Benefits Administration links except Election Entry and Create Event. If you have not licensed PeopleSoft Benefits Administration, you should delete all the delivered Benefits Administration links except Election Entry and Create Event from the Link Definition page. Setting Up Content References This section discusses how to: Set up content references. Set up security for your content references. Pages Used to Set Up Content References Page Name Object Name Navigation Usage Content Ref Administration PORTAL_CREF_ADM PeopleTools, Portal, Structure and Content, Add Content Reference Content Reference Security PORTAL_CREF_SEC PeopleTools, Portal, Structure and Content, Add Content Reference, Security Manage the structure and content of a portal. Set content reference security. 66 PeopleSoft Proprietary and Confidential

87 Chapter 6 Setting Up Links to HR Pages Setting Up Content References PeopleSoft delivers the content references for its PeopleSoft HRMS application. To link to non-peoplesoft locations, you must register the links as content references for the employee portal. Note. Tto link to non-peoplesoft content, you must license the PeopleSoft Enterprise Portal. Based on the security provided in the portal, individual agents will only see the links for the content to which they have access. We discuss this procedure in the documentation for administering a PeopleSoft portal and administering content references. See PeopleTools 8.42 PeopleBook: PeopleTools Internet Technology Setting Up Security for Your Content References The availability of a link is based on the security you define for the content reference. It is the your responsibility to set up security that matches the security for the target page. If there is a mismatch, users will receive an error message when they try to access the page. We discuss this procedure in the documentation for administering a PeopleSoft portal and administering content references. See PeopleTools 8.42 PeopleBook: PeopleTools Internet Technology Viewing and Modifying Link Definitions This section discusses how to: View and modify link categories. View and modify link definitions. Pages Used to View and Modify Link Definitions Page Name Object Name Navigation Usage Link Category Definition RC_LINK_CAT Set Up CRM, Product Related, Call Center, Link Category Link Definition RC_LINK SetUpCRM, Product Related, Call Center, Link Definition Viewing and Modifying Link Categories Access the Link Category Definition page. View and modify the categories into which the links to your HR application will be organized. View and modify link definitions. PeopleSoft Proprietary and Confidential 67

88 Setting Up Links to HR Pages Chapter 6 Link Category Definition page Modify System Data Active Flag Order Click to modify the system data delivered by PeopleSoft. The Active Flag, Order, Short Name, and Long Description fields are then enterable. The message This object was delivered by PeopleSoft but updated by the customer appears. Select either Active or Inactive. Enter a number to indicate the order in which you want the item to appear on the Case page. Note. To add new information, click the Add button at the end of the row. Viewing and Modifying Link Definitions Access the Link Definition page. 68 PeopleSoft Proprietary and Confidential

89 Chapter 6 Setting Up Links to HR Pages Link Definition page Modify System Data Default Click to modify the system data delivered by PeopleSoft. The fields on thepagearethenenterable. ThemessageThis object was delivered by PeopleSoft but updated by the customer appears. Select this check box if you want the link to become the default for the category when it appears on the Case page. Note. Because users may not have access to all links, you can set multiple defaults. Long Description Portal Object Name Page Name Action Usage Count The description you enter here appears in the Link Actions section on the Case page. Select the object name that you want the link to be associated with. This is the actual content reference or CREF. Enter the page name that you want the link to go to. Select the mode that you want the page to be in when the user accesses the page; either Add, Correction or Update. This field is incremented each time the system adds the link to the Link Actions Taken for this Case group box in the Action Information section on the Case page. To find out which links are used most often, you can write reports using this field. PeopleSoft Proprietary and Confidential 69

90 Setting Up Links to HR Pages Chapter 6 To Fieldname, Table Name, Field Name, and Default Value These fields identify the search keys that will be used by the system to access the linked component. They also provide the table name where the system will get the values from for the case. EMPILID (employee ID) is the search key used for most HRMS transactions. You can also pass default values to the page being accessed. For example, if you always want an employee ID of zero (0) enter 0 in the Default Value field. 70 PeopleSoft Proprietary and Confidential

91 CHAPTER 7 Defining EIP Options for Integration to PeopleSoft HRMS This chapter provides an overview of the process to send and receive messaged data between PeopleSoft CRM and PeopleSoft HRMS and discusses how to define EIP (Enterprise Integration Points) options. Understanding the Integration Between PeopleSoft CRM and HRMS This section discusses: EIP message process. Request message. Response message. Inactive worker data. EIP Message Process All search information is stored in the PeopleSoft CRM database. When an agent locates an employee and clicks the link to launch the 360 Degree View page, a secured sync request is sent to PeopleSoft HRMS. When PeopleSoft HRMS validates the request, a response is sent back to PeopleSoft CRM, and the information is used to display the 360 degree view of the employee. The EIP message is implemented by a run time sync request and response. Each time an agent accesses an employee record from the 360 Degree View search page, the system calls a run time EIP. For security reasons the information is not saved into the PeopleSoft CRM database. Request Message The system sends a secured sync request message from PeopleSoft CRM to PeopleSoft HRMS. The system validates the requestor s information before the system processes the request. It contains the following information: Authentication cookie This is a PeopleSoft-provided authentication token for the purpose of single sign on. PeopleSoft CRM passes this cookie to PeopleSoft HRMS so it can call the SwithUser function to get a valid user. The system then uses the cookie to validate security access in PeopleSoft HRMS before it provides service. Emplid (employee ID) from the 360 Degree View search page. PeopleSoft Proprietary and Confidential 71

92 Defining EIP Options for Integration to PeopleSoft HRMS Chapter 7 Asofdate This is the date that is passed for effective-dated components in PeopleSoft HRMS. The default is %date (today s date). This date gives the system the ability to query information from past dates. Language This is the language the agent used to log in to the application (%language). PeopleSoft HRMS retrieves information based on the language code in the request for internationalization support. PeopleSoft delivers the following sections with a Y (Yes) flag as the default. It tells PeopleSoft HRMS to request information for the section. You can turn these options on and off in the installation setup for your organization as a whole. For example, if your organization doesn t use PeopleSoft Payroll, you can turn the section off. Jobsection Benefits beneficiary section Payroll section Direct reports section Response Message Sync response from PeopleSoft HRMS contains information for the sections mentioned above. The system displays all error messages provided by PeopleSoft HRMS, if there is an error for the section (including the denying of access). Note. You need to establish the same user IDs for both PeopleSoft CRM and PeopleSoft HRMS as well as grant security access to the sections. Depending on the setup in PeopleSoft HRMS, a user ID may not have access to all sections. If that s the case, the response returned from HRMS will contain an error message, such as Secured, for certain sections. Inactive Worker Data PeopleSoft delivers the system with the ability to message only active worker data over to PeopleSoft CRM call center applications from PeopleSoft HRMS. You can, however, configure the system to bring inactive worker statuses into PeopleSoft CRM. In addition to Active there are 11 worker statuses used in HRMS. that you can select on the Worker Statuses to EIP setup page. Some of the options include: Deceased, Retired, and Leave of Absence. Defining EIP Options This section discusses how to: Activate and deactivate EIP subscription options. Bring inactive worker statuses into PeopleSoft CRM. 72 PeopleSoft Proprietary and Confidential

93 Chapter 7 Defining EIP Options for Integration to PeopleSoft HRMS Pages Used to Define EIP Options Page Name Object Name Navigation Usage HRHD EIP Options RC_HR_INSTALLATION Set Up CRM, Install, Installation Options, HRHD EIP Options Worker Statuses to EIP RB_WRKR_EIP_OPN Set Up CRM, Common Definitions, Integration Rules, Integration Defaults, Worker Statuses Activate and Deactivate EIP Subscription Options Access the HRHD EIP Options page. Define which sections you want to display on the 360 Degree View page for the PeopleSoft HelpDesk for Human Resouces application. Bring inactive worker statuses into PeopleSoft CRM HRHD EIP Options page PeopleSoft has delivered all options as enabled. Clear the check boxes associated with the sections that you don t want to display on the 360 Degree View page for the PeopleSoft HelpDesk for Human Resources application. Click Save. See Also Chapter 11, Working With the Worker 360 Degree Views, page 165 Bringing Inactive Worker Statuses into PeopleSoft CRM Access the Worker Statuses to EIP page. PeopleSoft Proprietary and Confidential 73

94 Defining EIP Options for Integration to PeopleSoft HRMS Chapter 7 Worker Statuses to EIP page Select all the check boxes associated with the worker statuses that you want to bring over to PeopleSoft CRM from PeopleSoft HRMS. Click Save. The system makes workers with the statuses that you selected available to agents on both the HR HelpDesk Case search page and the HR Help Desk 360 Degree View page. 74 PeopleSoft Proprietary and Confidential

95 PART 2 Business Processes Chapter 8 Managing Cases Chapter 9 Resolving Cases Chapter 10 Working Cases Chapter 11 Working With the Worker 360 Degree Views Chapter 12 Managing Credit Card Payments Chapter 13 Managing Material Returns

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97 CHAPTER 8 Managing Cases This chapter provides overviews of case access and case management and discusses how to: Access cases and identify callers for new cases. Manage basic case information. Validate errors reported by callers. See Also Chapter 9, Resolving Cases, page 117 Chapter 9, Resolving Cases, Using Solution Advisor, page 129 Chapter 10, Working Cases, page 141 Understanding Case Access This section discusses: Case creation. Case retrieval. Saved searches. Case Creation There are several methods for creating new cases. Regardless of which method you use, the caller and the business unit must be identified before you can access the Case component you cannot open a blank case form. Note. When you create a case for a customer, you are limited to entering only active contacts. Using the Case Search Page The basic method for creating a new case is to use the Case Search page in AddaNewCase mode. Before you can access the Case page, you need to select: The business unit to be used for the new case (the default value comes from your user preferences). PeopleSoft Proprietary and Confidential 77

98 Managing Cases Chapter 8 Note. To perform a search, the system requires you to enter a business unit and one additional field. If you enter only the business unit, you will receive an informational message instructing you to enter additional search criteria. The caller for whom the case is being created (unless you are creating a case for an anonymous caller). - In PeopleSoft Support, you identify the customer and a contact. Customers can be either companies or consumers. Consumers can represent themselves or they can designate another person as the contact. - In the PeopleSoft HelpDesk applications, you identify the employee. When you access the Case page, the business unit and all caller information you identified in the Case Search page is already entered into the appropriate fields. Using Quick Create In PeopleSoft Support you can use the Quick Create function to create new customers, consumers and contacts. At the bottom of the Add a New Case page for PeopleSoft Support, select one of the options from the drop-down menu and click Go. The system takes you to the Quick Create page associated with the option you selected. This option is for PeopleSoft Support only; PeopleSoft HelpDesk applications do not use this feature. See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Using Quick Create. Other Ways to Create Cases Following are other ways to create cases: Use a computer telephony integration (CTI) system to identify a caller. The CTI system enters caller information into the 360-Degree View page. From there you can go to Add a New Case page to create a new case. The system populates customer or contact information into the page from the 360-Degree View page. Clone an existing case using the Clone Case button on the case toolbar. Use this method when the new case is substantially similar to another case. Create a new case from the Related Cases page of an existing case. Use this method when the new case is related to an existing case. This enables you to establish the relationship between the cases at the same time that you create the new case. Using this method, you can choose which types of information to copy to the new case. If you do not copy caller information, you use the Case Search page to identify the caller for the new case. Default Contact Information When you create a new case, the system enters default phone number and address information for the caller. When both customer and contact are selected, the default phone and are pulled from: 1. The contact s primary phone and specific to the contact s role 2. The contact s overall primary phone and . When customer is selected, but not contact, the default phone and are pulled from: 78 PeopleSoft Proprietary and Confidential

99 Chapter 8 Managing Cases 1. The company s primary phone and specific to the company s role. 2. The company s primary phone and . See Also Chapter 10, Working Cases, Working With Related Cases, page 146 PeopleSoft 8.8 CRM Multichannel Applications PeopleBook, Configuring CTI Application Pages Case Retrieval To access an existing case, you use the Case Search page to identify the case. You can search on case information (such as the case number) or on caller information. If you know the case number, you do not have to identify the business unit before searching. If you are searching based on other criteria, you must enter a business unit before executing the search. Note. The information that is available to you for searching on the Case Search page is conditional based on the template that you or your implementation team have assigned to the business unit. If you use CTI to access the case page, the system normally bypasses the Case Search page because the CTI system provides the data that would otherwise be found through the search mechanism. However, if a caller provides an invalid case number, the system cannot go directly to the Case page. Instead, it displays the Case Search page and enters the data that is provided by CTI into the search fields. Because the appearance of the Case Search page indicates that the case number is invalid, you must delete the invalid case number before performing the search. Note. When a case is marked Secure (PeopleSoft HelpDesk for Human Resources only), only agents in the assigned provider group will have authorization to open the case. If you use CTI to access the case page, and the system tries to send the Case to an agent that is not authorized, the agent will get a message saying that they are not authorized to open the case. If you want to avoid this situation, you should configure your CTI routing rule with secure cases in mind. See Also Chapter 3, Defining Call Center Business Units, page 19 PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Search Pages PeopleSoft 8.8 CRM Multichannel Applications PeopleBook, Configuring CTI Application Pages Saved Searches Saved searches enable you to reuse case search criteria. Searches are saved under your user ID; the system maintains separate lists of saved searches for each user as well as separate lists of searches for PeopleSoft CRM call center applications. Because the search fields are different when you add a case and when you retrieve a case, the system also maintains separate lists of saved searches for AddaNewCaseand Update an Existing Case mode. PeopleSoft Proprietary and Confidential 79

100 Managing Cases Chapter 8 The behavior of the saved search depends on how the search page was set up on the Configurable Search Setup page. The system administrator can choose to populate the results grid automatically with the most recently used search criteria or with the user s default saved search. If the administrator selects the check box that enables users to choose how the results grid is initialized, then users will have the option to: Save search criteria. Personalize available search fields. Choose how the results grid is initialized. Search criteria that uniquely identifies a row of data takes you directly to the Case page. Therefore, you can view, modify, or delete a saved search that uniquely identifies a row of data only if you do not use automatic search execution. Understanding Case Management This section discusses: Case management activities Problem information Case information security Entitlement verification Case assignments Caseclosure Case toolbar functions Upsell opportunities Background processing Case Management Activities Although call center cases can vary in complexity, an agent uses the same basic process to manage all cases. You manage this process in the Case component. Fields that are essential to all cases are located on the Case page. When managing simple cases, you never need to leave this page. Other pages in the component enable you to record additional information and to manage cases that are more complex. The following diagram illustrates the case management process and shows which pages in the Case component are used for each step in the process. 80 PeopleSoft Proprietary and Confidential

101 Chapter 8 Managing Cases Simple case lifecycle Additional case processing Case page - Problem Information Record problem information Verify entitlement to support Track time Send notifications Clone the case View 360-Degree Info Order Capture Create Correspondence Map Dashboard Recognize upsell opportunities Case page - Toolbar Assign the case Record case notes and attach external files Notes and Attachments page Work the case Review highlights of case lifecycle Case History page Track relationships among cases Related Cases page Case page: Resolution Information Resolve the case Associate external objects Related Objects page Case page: Case Status field Close the case Identify interested parties Interested Parties page Case management process flow Note. PeopleSoft Support includes entitlement checking; PeopleSoft HelpDesk applications do not. This chapter discusses only the simple case lifecycle activities and the case toolbar activities (activities that are performed on the case page). Subsequent chapters discuss additional case processing tasks. Problem Information The Case page the first page in the Case component has a Problem Information group box, where you record information about the nature of a problem. Note. Depending on the template configuration, the Product and Problem Type fields could be hidden. In this group box, you can: Identify the product. - In PeopleSoft Support, you can select from a list of either all products or a list of installed products. The availability of products is based upon how you configure your application. On the Case page you identify the product either by product name or by serial number. PeopleSoft Proprietary and Confidential 81

102 Managing Cases Chapter 8 - In PeopleSoft HelpDesk applications, you can select any product. You identify the product either by product name or by asset tag. Although the system does not limit you to installed products, the Installed check box indicates whether the product you selected is registered to the employee in the installed product record. You can, however, configure your system to limit the display to installed products only. See Chapter 3, Defining Call Center Business Units, Modifying and Creating Configuration Templates, page 32. Identify the problem type Problem types are associated with products. You can only select problem types that are associated with the product you selected in the Product field on the Case page. Problem types can drive the way in which the system assigns agents and provider groups to the case. Describe the problem using free-form text. Record an error code or message that the caller reports. The Error Code and Error Message fields appear only if the business unit is enabled for error message processing. For PeopleSoft HelpDesk for Human Resources these fields will normally be hidden. Categorize the case based on the values that you establish for your business unit. Both call center applications categorize the case using the Case Status field (which relates to the handling of the case), the Case Type, Severity, and Priority fields (which relate to the underlying problem), and the Source field (which classifies cases according to how the person reporting the problem originally contacted you). PeopleSoft CRM call center applications provide three additional case classification fields: Category, Specialty Type, and Detail. PeopleSoft CRM call center applications also provide quick codes to facilitate data entry for these and other case attributes. Note. The Category, Specialty Type and Detail fields can drive the way in which the system assigns provider groups and agents to the case. Case Information Security In PeopleSoft HelpDesk for Human Resources when an agent decides a case is sensitive, he or she can select the Secured check box on the Case page to indicate to the system that the case should only be viewed by individuals associated with the provider group on the case. Note. The Secured field appears on Case page for PeopleSoft HelpDesk for Human Resources only; it does not appear on the Case page for PeopleSoft Support or PeopleSoft HelpDesk. When a case is marked as secured, the agent must enter a provider group before they can save the case. Once the agent secures the case, it is associated with the provider group. Only agents belonging to the provider group can access the case. If the agent who created the case is not a member of the provider group, they will not have access to the secured case. Note. Security is implemented on specific pages throughout the system. If your organization customizes the system to show case summary information on additional pages, you are responsible for securing the information appropriately. The word Secured is substituted for the case summary on the following pages: 82 PeopleSoft Proprietary and Confidential

103 Chapter 8 Managing Cases Case Search page. Secured displays in the Problem Summary field of the search results grid both when accessing a case and when searching for a case to relate to another case. Note. The other fields in the search results grid display actual case data, so agents can view the case status or the assigned to agent without accessing the case. This enables even non-authorized agents to provide limited support when callers inquire about a secure case. The hyperlink to access the case, however, is disabled for non-authorized users. 360 Degree View page for authorized and unauthorized cases. There are 2 case nodes in the HR HelpDesk 360-Degree View tree; one for cases the you do not have access to see, and one for the cases that you do have access to see Secured displays if the Case node in the action tree is configured to show the case summary. You can also configure the unauthorized node to show the summary of the secured case. PeopleSoft, however, delivers this node without that information. Related Cases page. Related Objects page in the Solution component. Solution Advisor page. Secured displays in the search results grid. Worklist. The system displays Secured if the agent is not in the provider group. notifications (automated and manual). To prevent non-authorized individuals from receiving on secured cases you must create a role query. PeopleSoft Workflow uses role queries to determine the users that should receive work items. The summary, however, is not changed for notifications on secured cases. See PeopleTools PeopleBook: PeopleSoft Workflow, "Introduction to Workflow" and PeopleTools PeopleBook: PeopleSoft Query, Introduction to PeopleSoft Query Note. When an agent prompts for cases, the system shows only cases the agent is authorized to access. For an agent to have access to a secured case, they must be a member of the provider group on the case. Configuration Issues for Secured Cases To avoid sending out information about secured cases when you are setting up component event processing, business projects, workflow actions, and templates, you can use the SECURE_CASE_FLG field in the RC_CASE record to define record field conditions. This applies to PeopleSoft HelpDesk for Human Resources cases only. For example, to suppress secured cases from being viewed by unauthorized users, you could define an event to check for a value equal to N on the SECURE_CASE_FLG field before displaying or distributing case information. PeopleSoft Proprietary and Confidential 83

104 Managing Cases Chapter 8 See Also PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Component Event Processing Entitlement Verification PeopleSoft Support enables you to set up agreements and warranties that govern customers entitlement to support. If your organization uses agreements and warranties, you can verify that customers are entitled to support for any given case. This functionality is applicable to PeopleSoft Support only. You can configure agreement and warranty information on the Call Center Configuration page and then select the template you create or modify on the Call Center BU page. See Chapter 3, Defining Call Center Business Units, Defining Call Center Business Units, page 21. See Chapter 3, Defining Call Center Business Units, Modifying and Creating Configuration Templates, page 32. Entitlement Contracts Agreements are made up of multiple agreement lines. Agreement lines that do not specifically reference a named service (such as your field service organization would provide) apply to call center support. A customer can have multiple support-related agreement lines, either within an agreement or across several agreements. When you create agreements, the system generates PINs (personal identification numbers) and SINs (site identification numbers) that customers can use to identify themselves and their agreements. If you use the PIN or SIN number to identify the caller when you create the case, the system associates the underlying agreement line with the case (provided there is only one line). If you don t use the PIN or SIN to access the case, you can still search for the agreement line or warranty from within the case. If a PIN or a SIN is associated with the case, the entitlement search retrieves the associated agreement line or warranty. If no PIN or SIN is associated with the case, the search is based on information about the customer, the site (if specified), the contact, and the product. If the case does not have product information, the entitlement search can still find agreement lines, but not warranties. If the entitlement search finds multiple agreements lines or warranties, you can review the details and select one agreement or warranty line to associate with the case. Once you select an agreement line and save the case, you cannot alter your choice. Agreement Pricing Agreement lines incorporate pricing information that determines how customers pay for support: If the agreement line covers unlimited support, no further processing is necessary. If the agreement line covers a specific number of cases, the system needs to update the number of cases remaining. The call center agent doesn t need to do anything to track consumption. The system updates the information based on the workflow that your organization establishes. If the agreement line specifies that the customer pays at the time the problem is reported, the call center agent can take the customer s credit card information and submit it for authorization. 84 PeopleSoft Proprietary and Confidential

105 Chapter 8 Managing Cases If no agreement or warranty covers a case, your organization s rules determine the appropriate course of action: provide support without an agreement, sell support or a support agreement, or deny support. Credit Card Transactions The Case page in PeopleSoft Support provides access to credit card processing so that you can charge customers for support that is not already covered by an agreement line or warranty. The availability of credit card functionality depends on the entitlement contract that is associated with the case. Credit card functionality is available when: No entitlement contract is associated with the case. An agreement line is associated with the case and all of the following conditions are met: - The agreement line pricing includes a price for each transaction (instead of, or in addition to, a price for the agreement line). - The agreement line does not entitle the customer to 100 percent of time, materials, and expenses either because the agreement line entitles the customer to a lower percentage of any of these three coverages or because the agreement line does not include such an entitlement. For example, if the agreement line does not specify materials coverage, the credit card functionality remains available. This is true even if you omitted materials coverage because it does not apply (rather than because you expect the customer to pay for materials). In this situation, a transaction cost is not 100 percent covered by the entitlements; therefore, there may be a need to charge the customer. Credit card functionality is not available when: A warranty is associated with the case. An agreement line is associated with the case, and the agreement line pricing does not include a price for each transaction. In this situation, there is no need to charge the customer because there is no transaction cost. An agreement line is associated with the case, the agreement line pricing includes a price for each transaction (instead of, or in addition to, a price for the agreement line), and the agreement line entitles the customer to 100 percent of time, materials, and expenses. In this situation, there is no need to charge the customer because 100 percent of the transaction cost is covered by the entitlements. The following diagram illustrates how a call center agent verifies entitlement: PeopleSoft Proprietary and Confidential 85

106 Managing Cases Chapter 8 Specify the product Search for related agreements Warranties or agreements lines found No warranties or agreement lines found Charge cust. credit card, sell customer an agreement, or deny support Is the problem covered? No Provide support without valid agreement? Yes No Work the case without a valid agreement Yes Associate the case with an agreement line or warranty Agreement requires credit card payment? No Work the case with a valid agreement Yes Charge customer's credit card Verifying entitlement Agreement lines incorporate service level guarantees guaranteed response time and guaranteed recovery time. Your organization s ability to meet these guarantees is an important measure of your call center s success. To help you meet these guarantees, your organization can set up notifications that are sent at predetermined intervals until the case is closed (or until other criteria that you specify is met). These notifications are fully automated; as long as your organization has set up component event processing to support this process, you, as the call center agent, don t need to do anything. However, to manually check the service level deadlines, you can click the link that displays the agreement line terms and then compare the guaranteed service levels to the date and time that the case was opened. Respond and Restore Times for Service Level Agreements (SLA) When an agent creates a case and selects an agreement or warranty, the system captures the response and restore times. If the customer is entitled to service within a predefined time frame and the response and restore times are not met, the system launches an application engine process that captures the times and updates the case with SLA exception information. 86 PeopleSoft Proprietary and Confidential

107 Chapter 8 Managing Cases The system considers a case an SLA exception if the actual response and restore times are after the response and restore times to which the customer is entitled. To help you track the number of cases opened, closed, and those associated with service level exceptions, PeopleSoft provides the Service Level Management smart view report using BAM (Business Analysis Modeler) Case created with Agreement or Warranty Case is associated with a resolution Case is associated with a successful resolution Case is populated with Respond and Restore Time (Entitle Minutes) Workflow is triggred with an associated application engine process Workflow is triggred with an associated application engine process Criteria Not Met Case is updated with the Response Time Met Case is updated with the Restore Time Met An application engine process is scheduled based on the Response and Restore Time Case is updated with SLA Response Exception Case is updated with SLA Restore Exception Response and restore time tracking process flow See Also Chapter 12, Managing Credit Card Payments, page 177 PeopleSoft 8.8 CRM Services Foundation PeopleBook, Setting Up and Managing Agreements and Warranties PeopleSoft 8.8 CRM Services Foundation PeopleBook, Performing Entitlement Searches for Cases and Service Orders PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Component Event Processing Case Assignments You can assign a case to any worker (except future-dated workers). The worker to whom a case is assigned is considered the case owner, even if other agents or specialists are helping the assignee. PeopleSoft Proprietary and Confidential 87

108 Managing Cases Chapter 8 You can also assign cases to provider groups rather than to individual agents. Provider groups are pools of agents with something in common, like agents who support a certain product or work at a particular call center. Ways to assign cases are: Manually entering the provider group or agent name. Invoking the assignment engine, which suggests an assignee You can ask the system to suggest either a provider group or, if a provider group is already selected, an agent. Enteringaquickcode. You can enter a quick code that is associated with a default assignee (either a provider group or an agent). Letting the system assign the case at save time. Autoassignment options that are configured in the Call Center BU (call center business unit) component occur only if you have not already assigned the case. If you use component event processing to assign the case, the event definitions determine the conditions under which the assignment occurs. Using Competencies to Assign Cases The assignment engine will try to match the person or provider group with all the competencies associated with the category, type, or detail, whichever is the appropriate level for the case. Additionally, since you can associate competencies with problem types, the assignment engine will try to match the person or provider group with the competencies listed for the problem. Optionally, you can set up the assignment engine to assign cases to provider groups by the competencies associated with problem types and then assign cases to agents by the competencies associated with category, type and detail. Note. Based on how you configure the system, the assignment engine will also look at product, customer, region, and location. Sending Assignment Notifications You can use PeopleSoft call center event processing to send notifications when a case is assigned or reassigned. PeopleSoft delivers event processing that you can use to do this. If you assign cases to provider groups (without specifying an agent within the group), you can configure event processing to send an assignment notification to the provider group s worklist. Normally the worklist monitor will then assign the worklist item, the case, or both to an individual. See Also Chapter 3, Defining Call Center Business Units, Defining Business Rules for a Call Center Business Unit, page 25 PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up and Maintaining Provider Groups and Group Members PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up and Performing Assignment Searches PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Component Event Processing 88 PeopleSoft Proprietary and Confidential

109 Chapter 8 Managing Cases Case Closure The Case Status field shows where the case is in its life cycle. You close a case by selecting the appropriate status in the Case Status field. Case status values vary by implementation, but all case statuses fall into one of the following categories: Open, Closed, or Canceled. The following processing rules are based on these categories: Your business unit settings determine whether you can reopen canceled or closed cases. You can also set up the Call Center BU - Case Defaults page to automatically change the status when an agent obtains a successful resolution. See Chapter 3, Defining Call Center Business Units, Defining Business Rules for a Call Center Business Unit, page 25. You cannot cancel a closed case. When you close a case, the current date and time are entered in the Closed field; if you reopen the case, the Closed field is cleared. If a case is associated with a business project, the business project must be closed or canceled before you can close the case. Unless a case is associated with a business project, cases must have a successful resolution before they can be closed. You cannot reopen the resolution unless you also reopen the case. To close or cancel a case, all related service orders must be closed, canceled, or completed. You can set up event processing to cascade statuses through related cases. When cascading statuses through related cases, the following rules also apply: Changing the parent case s status changes the status of all child cases unless: - The child case is associated with an open service order or business project. - The child case is in a closed or canceled status that is not the same as the parent s original status. Closing a parent case cascades the successful solution to the child cases that are associated with the parent case. Reopening a parent case changes the successful solutions in the child cases to failed solutions. See Also Chapter 9, Resolving Cases, page 117 PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Component Event Processing Case Toolbar Functions The toolbar at the top of all pages in the Case component provides access to the several common activities. The toolbar is configurable; these activities are available only if the toolbar is active. Notifications The case toolbar includes two buttons that provide convenient access to the Send Notification page. You can use the Send Notification page to send an or worklist notification with a text message and a link to the current case. PeopleSoft Proprietary and Confidential 89

110 Managing Cases Chapter 8 The Send Notification button opens a blank notification. The Set Reminder button opens a notification configured as a reminder: the notification is addressed to you, and it s set to be sent to your address later. Time Tracking When you create a new case, the system creates a time record for the case. For the system to do this, you must first set up auto numbering for time records. Note. Important! Because the system creates a time record for every case, you must set up auto numbering for time records even if you don t track time spent working on cases. To track the time that you spend working on a case, click the Track Time button in the case toolbar to access the Manage Time page. Use the Manage Time page to record the start and end times for each block of time that you work on the case. Unless the case is resolved during the first call, there will be separate time records for the different blocks of time spent working on the case. Every person who works on a case needs to record time separately. The time entry record is created the first time the case is saved in the agent-facing component. For cases created elsewhere (for example, cases created in self-service, through cloning, or through related case functionality), the system does not create the time record until the case is accessed and saved in the agent-facing component. If a user clicks the Track Time button for a case that does not yet have a time record, the system prompts the user to save the case first. When you add a new row to the time record, the system enters the name of currently assigned agent into that row. If you re not the currently assigned agent, change this to your own name. The system also enters the current date and time as the start time. These default values are helpful for agents who create the time record when they start working on a case and then return to the time record later to enter the end time. If you create the record at the end of a block of time when you ve worked on the case, you must override the default start time. Additional Toolbar Functions The case toolbar also includes elements that you use to: Access the 360 degree view page to manage interactions with companies, consumers, representatives of consumers, or workers. Addanewcase. Access a different case. Clone the current case. Refresh a case. Capture orders. Uncover upsell opportunities. Map dashboard. Create correspondence. Personalize the search toolbar. 90 PeopleSoft Proprietary and Confidential

111 Chapter 8 Managing Cases Navigate to next in list and previous in list. Display time fields within the case component in a different time zone. See Also PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Sending Manual Notifications PeopleSoft 8.8 CRM Services Foundation PeopleBook, Tracking Time Spent on Service Orders and Cases PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up General Options, Defining Automatic Numbering PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Defining Scripts PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Products, Associating Branch Scripts With Products PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Component Event Processing Upsell Opportunities This functionality is available only in PeopleSoft Support. If a caller reports a problem with an old or superseded product, you might want to recommend that the caller upgrade to a newer product. An upsell script is a series of questions that can help you determine whether to advise the caller to upgrade. The scripts are associated with specific products. Your organization creates upsell scripts using the PeopleSoft CRM script tools. A flashing icon, which appears on the toolbar on the Case page, alerts you to the existence of a relevant script. Clicking the icon launches the script and adds it to the list of related objects on the Related Objects page. From the Script page you can transfer directly to the Order Capture page. When possible, the system maps branch script answers to corresponding fields on the Order Capture page. This mapping is accomplished using variables associated with the Branch Script. For example, the system will map the Product field (if it appears) to the Order Capture page. The flashing icon appears if both of the following conditions are true when you enter the Case page or click the Entitlement button: The product referenced by the case is associated with an upsell script. You create upsell scripts using the scripting tools, and you associate the script with the product on the page. All upsell criteria specified for the call center business unit are met. You define upsell criteria using component event processing. Background Processing This section describes case processing that is transparent to the end user. PeopleSoft Proprietary and Confidential 91

112 Managing Cases Chapter 8 Component Event Processing Your organization can set up component event processing to trigger various actions under specified conditions. Component event processing can perform several actions that are transparent to the person who triggered the action: Send general-purpose notifications. Send notifications related to entitlements (PeopleSoft Support only). Agreement lines provide customers with specific entitlements such as guaranteed response times and recovery times. Each entitlement can be associated with a workflow rule that sends notifications at predetermined intervals until the case is closed (or until other criteria that you specify are met). Typically, such notifications inform you of the impending deadline. Track consumption of prepaid cases under an agreement line that covers a specific number of prepaid cases (PeopleSoft Support only). Cascade the case status and resolution information to child cases. Component event processing also triggers actions whose effects are visible in the case where they are triggered: Add data to the case history. Instantiate a business project. Trigger the appearance of the flashing Upsell button in the toolbar. Capturing Interactions Interactions are records of communication between you and your customers. Interactions can be related to transactional objects such as cases, service orders, and so forth. The related transactions are considered sub-interactions. You don t need to set up workflow to capture interactions; the system captures them automatically based on certain actions that you perform. The system records inbound interactions for a case when: You create or access a case from the 360 Degree View page. A customer or employee uses self-service pages to access, update, or add a case. Your CTI system brings up the Case component. The system records outbound interactions for a case when: You create correspondence for a case. Note. When an is sent from a case to an employee, an interaction is created only if that employee is the customer, contact, or alternate contact for the case. Create notifications for a case. 92 PeopleSoft Proprietary and Confidential

113 Chapter 8 Managing Cases See Also Appendix A, Delivered Call Center Event Handlers, page 255 PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Component Event Processing PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Working with Interactions Accessing New and Existing Cases This section discusses how to access existing cases and identify callers when you re creating new cases. Pages Used to Access New and Existing Cases Page Name Object Name Navigation Usage RC_CASE_SEARCH_UPD, Support, Support Case RC_CASE_SEARCH_ADD Support, HelpDesk Case Case Search (Add a New Case or Update an Existing Case) Relate Existing Case - Search page RC_CASE_SRCH_SEC Support, HR HelpDesk Case Click the Relate Existing Case button on the Related Cases page. Click the Create and Relate a New Case button on the Related Cases page. If you choose not to copy customer information and click OK, the system displays the Relate Existing Case - Search page. Access existing cases, or identify callers when you re creating new cases. Select a case to relate to the current case. See Chapter 10, Working Cases, Working With Related Cases, page 146. Accessing New and Existing Cases Access the Case Search page. PeopleSoft Proprietary and Confidential 93

114 Managing Cases Chapter 8 Case Search page (1 of 3) Case Search page (2 of 3) 94 PeopleSoft Proprietary and Confidential

115 Chapter 8 Managing Cases Case Search page (3 of 3) When creating a new case, you search only on caller-related information. When searching for an existing case, you can also search based on other case fields. Values for the case fields are defined by your organization and are based on the business unit that you enter. The title at the top of the page indicates whether you are in AddaNewCasemode or Find an Existing Case mode. Note. In PeopleSoft HelpDesk for Human Resources, if the case is secured, the message Secured appears instead of the problem summary. This message comes from the message catalog so that you can easily modify the text, if necessary. Also, if you are using PeopleSoft HelpDesk for Human Resources, you must first establish a person ID on the User Profiles - ID page (PeopleTools, Security, User Profiles, User Profiles, ID) for each user and then associate the person ID with an employee ID in the Worker component (Workforce, Worker, Add Worker). The system uses the person ID to determine if the user is in the provider group assigned to a secure case. If a user does not have a person ID when they try to access a case, the system displays an error message. All search criteria fields correspond to fields on the Case page. However, on the Case page, you must enter valid values, whereas on the Case Search page, you can enter partial values in most fields (depending on what operators are set for a given search field). Note. The information that is available to you for searching on the Case Search page is conditional based on the template that you or your implementation team have assigned to the business unit. There are a few exceptions: You must enter a complete value in the Case (case number) field, the Business Unit field, and the National ID field (PeopleSoft HelpDesk for Human Resources only). You can enter partial values in the Customer and Contact fields, but only after you select the lookup button associated with the field. The system displays the appropriate lookup page, where you can search for and select a customer or contact before attempting the search again. Searching - Advanced and Basic Users can employ the Basic Search option to view a minimum number of the most commonly used search fields. The advanced search option provides users with a list of the less commonly used search fields in addition to the more commonly used search fields. PeopleSoft Proprietary and Confidential 95

116 Managing Cases Chapter 8 Users can perform Boolean searches using field-level search criteria. The System Administrator defines the operators that appear on the page on the Configurable Search Setup page. Users can further refine the list of operators for each field if they are granted permission to personalize their search settings. See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Search Pages. The system displays a list of the searchable fields. For each field, you can enter a search operator and the search text. The following table describes the search operators that are available for field-level searching. The operators that appear depend on whether the field being searched is a string or a number. Operator Description < The field value is less than the value that you enter. <= The field value is less than or equal to the value that you enter. > The field value is greater than the value that you enter. >= The field value is greater than or equal to the value that you enter. = The field value is equal to the value that you enter. begins with The field value matches the first characters of the value that you enter. between The field value is between the two values that you enter. You must enter two values. For example, if you select BETWEEN and enter 100 and 200, the search returns values from 100 to 200, inclusive. in You enter a comma-delimited series of values, and the system finds field values that match any one of the values you entered. is blank The field value that you are asking the system to search on is blank. not The field value is not equal to the value that you enter. Note. PeopleSoft does not deliver the Contains operator due to the fact that it may cause performance problems. If you want to add it to the list of available operators, use the Configurable Search Setup page. See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Search Pages. 96 PeopleSoft Proprietary and Confidential

117 Chapter 8 Managing Cases The following field definitions describe only search-specific considerations. For complete definitions of these fields, refer to the Case page documentation. Search Mode Find an Existing Case or Add a New Case If you re in AddaNewCasemode, click this tab to change to Find an Existing Case mode, or vice versa. Searches Depending on how your implementation team configures the search pages for your system, you may not be able to view all the fields that are listed below. Note. If you do not see a field that you want to search on in the basic search page, click the Advanced Search link. If the field you are looking for does not appear, click the Personalize Search hyperlink. The system displays the Personalize Search Settings page (provided the system administrator has made this page available to you). You can use this page to select additional fields to display on the search page. If you still do not see the field you are looking for, contact your system administrator. Use Saved Search Basic Search Advanced Search Save Search Criteria Delete Saved Search Personalize Search This field provides access to all saved searches. Click this link to display a condensed list of fields from which you can search for or add new cases. Basic search displays only the most commonly used search fields (for example, Company, Contact, Site, and so on). Click this link to display an expanded list of fields from which you can search for or add new cases. Click this link to save the current search criteria as a saved search (either as a new saved search or as a modification to an existing saved search). Then enter the name of the saved search in the Save Search As field and click Save Search. Click this link to delete a saved search. Then select the name of the search you want to delete and click Delete. Click this link to configure the search page to your own personal preferences. See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Search Pages, Personalizing the Search Page. Search Criteria Fields for PeopleSoft Support, HelpDesk, and HelpDesk for Human Resources Business Unit Your user preferences determine the default business unit that appears when you open the Case Search page. This field is required when you add new cases and when you search for existing cases. The only exception is that you do not have to enter a business unit if you enter the case ID when searching for an existing case. Note. To perform a search, the system requires you to enter a business unit and one additional field. If you enter only the business unit, you will receive an informational message instructing you to enter additional search criteria. PeopleSoft Proprietary and Confidential 97

118 Managing Cases Chapter 8 When you create a new PeopleSoft Support case, the business unit controls which customers are included in the search domain. Customers are associated with setids; you can access only those customers in the setid that is associated with the case s business unit. When you create a new PeopleSoft HelpDesk and HelpDesk for Human Resources case, the business unit that you specify on the Case Search page does not limit which employees are included in the search domain. When you create a new case, the business unit that you specify on the Case Search page becomes the business unit for the case. Search Criteria Fields for PeopleSoft Support Only PIN SIN Customer Contact Identifies a customer, a representative, and an agreement. Identifies a customer, a site, and an agreement. The system searches against all representatives associated with the customer, even if you provide support under an agreement that specifies named callers. Once you re on the Case page, however, you can access the agreement line and check whether the representative is allowed to report cases. Anyone who acts as a representative for the company, regardless of whether that person is associated with the case in question. Search Criteria Fields for PeopleSoft HelpDesk and HelpDesk for Human Resources Only Name Department, Location, and Physical Location The worker or employee who is experiencing the problem. The Case search page does not limit values for these fields based on the name or employee ID that you enter. Search Criteria Field for PeopleSoft HelpDesk for Human Resources Only National ID If an employee has both a National ID and a Social Security Number the system searches on the one that is set as primary. On the Case page the system changes the label to the ID that is set as primary; either National ID or SSN. Search Commands Search Clear Click this button (or press ALT + S) to perform a search. The system searches for all possible matches and displays the results in the Search Results grid. Click this button (or press ALT + C) to clear data from the search criteria fields. Search Results After you search, the system completes the Search Results grid. Click any entry in the grid to navigate to the Case page. If you re adding a new case, the system enters the caller information into the Case page for you. 98 PeopleSoft Proprietary and Confidential

119 Chapter 8 Managing Cases The fields in the results grid correspond to the search criteria fields. The fields that appear depend on your search criteria. For example, if you searched based on phone number or address, the Search Results grid displays that information. Create Anonymous Case Click this button to create an anonymous case (PeopleSoft Support only). The system enters the Contact Name as Anonymous in the search results grid. Click the contact name to add a new case. Search Strategies When the search criteria identify a caller or a case, searching brings you directly to the Case page. When several callers or cases meet the search criteria, searching returns a list of matches for you to review. Once you identify the correct match, you can click it to open the Case page. Search tips: You can enter partial values in any field except Case, Business Unit, and National ID. For example, if you select begins with as the operator and then enter Smi in the Name field, searching returns a list of all people whose last names start with Smi. Enter the least amount of data that is needed to limit the search results. Entering extra information is time-consuming and increases the likelihood of a typographical error that prevents the system from finding any information. For example, if caller Larry Green provides his name, you can search on that information without asking for his phone number or address. If there are multiple Larry Greens, you can select one of the Larry Greens from the search results. A case number uniquely identifies a case; searching for existing cases by case number displaysthecasepagewiththefewestkeystrokes. Searching is not case-sensitive. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Security and User Preferences, Defining User Preferences Managing Basic Case Information This section discusses how to: Review identifying information. Perform toolbar functions. Track caller information. Enter product and problem information. Verify entitlement (PeopleSoft Support only). Assign a case. PeopleSoft Proprietary and Confidential 99

120 Managing Cases Chapter 8 Resolve a case. Link to your HR application. Note. The information that is available to you on the Case page is conditional based on the template that you or your implementation team have assigned to the business unit. Pages Used to Manage Case Information Page Name Object Name Navigation Usage Case RC_CASE_SW Support, Support Case, Add a New Case, Contact Name Support, Support Case, Update an Existing Case, Case Case RC_CASE_HD, RCHCASE_HD Support, HelpDesk Case, Add a New Case, Employee Name Support, HelpDesk Case, Update an Existing Case, Case Support, HR HelpDesk Case, Add a New Case, Employee Name Support, HR HelpDesk Case, Update an Existing Case, Case Manage PeopleSoft Support basic case information, including customer information, problem information, entitlement information, assignment information, and resolution information. Manage PeopleSoft HelpDesk basic case information, including employee information, problem information, assignment information, and resolution information. Manage Time RF_TIME ClicktheTimeEntrybutton onthecasepage(orany page with the case toolbar). Send notification RC_ADHOC_ Click the Send Notification or Set Reminder button on the Case page (or any page with the case toolbar). Installed Product Viewable Hierarchy RF_INSTPROD_VH_SEC Click the Search button next to the Product field on the Case page. Entitlement Match RF_ENTL_LIST_SEC Click the Select Agreement or Warranty button on the Case page. Entitlement Details RF_VIEW_ENTL_SEC Click the warranty or agreement line link on the Case page. Track time spent working on a case. Send a manual notification. View the installed products that meet criteria available on the Case page. For the installed products that the system returns, the page displays parent, child, and sibling relationships to other installed products. Select from a list of warranties or agreement lines that may cover the case. View the entitlements associated with a case. 100 PeopleSoft Proprietary and Confidential

121 Chapter 8 Managing Cases Page Name Object Name Navigation Usage Provider Group Summary RF_ASSIGN_PG_SEC Click the Suggest a Provider GroupbuttonontheCase page. Candidate Summary RF_ASSIGN_LIST_SEC Click the Suggest an Agent button on the Case page. Reviewing Identifying Information Access the Case page. Select from a list of provider groups that can be assigned to the case. Groups are ranked by their fit score an evaluation of how well each group matched criteria on the case. Select from a list of workers that can be assigned to the case. Candidates are ranked by their fit score an evaluation of how well each candidate matched criteria on the case. Case page(1of4) PeopleSoft Proprietary and Confidential 101

122 Managing Cases Chapter 8 Casepage(2of4) Casepage(3of4) 102 PeopleSoft Proprietary and Confidential

123 Chapter 8 Managing Cases Case page (4 of 4) Note. The preceding screen shots are from PeopleSoft HelpDesk for Human Resources. At the top of the Case page, the case toolbar displays summary information about the case. Except for Case, these fields have counterparts elsewhere on this page. Note. If you are using a PeopleSoft HelpDesk application, the system is reading employee data from the CRM worker tables. This data is likely to have originated in your PeopleSoft HRMS system and was brought over to CRM through PeopleSoft application messaging. Case Business Unit Displays a system-generated numeric identifier for this case. This identifier is unique across all business units. Until you save the case, there is no case number. Instead, New appears in this field. After you save, the system assigns a case number and displays it in the case header. Displays the business unit that is associated with the case. Business units are the organizational units that are used for all reporting and for Manager Dashboard charts. Business units also control prompting for many other fields in the case: the system displays only values that are valid for the business unit. Initially, a case s business unit is derived from the business unit that is selected on the Case Search page when the case is created. When you change the business unit, the business units in the drop-down list box are those for which the appropriate vertical (support or help desk) has been established. The system confirms that the following conditions are met before the case is transferred to the business unit that you select: The case has no related objects or related cases. The current and new business units reference the same setup data (that is, they use the same setid) for the following record groups: FS_18 (items), RB_01 (customers), RF_07 (agreements and warranties), and RC_02 through RC_09 (case attributes and component event processing). PeopleSoft Proprietary and Confidential 103

124 Managing Cases Chapter 8 Anonymous Caller Select this check box if the caller is to remain anonymous. This field is used primarily by customers who use PeopleSoft CRM for Government. This field appears only if you have selected the Allow Anonymous Caller option on the Call Center Configuration page. See Chapter 3, Defining Call Center Business Units, Modifying and Creating Configuration Templates, page 32. Note. This check box is available in PeopleSoft Support only; it is not available in PeopleSoft HelpDesk applications. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, WorkingWith Business Units and TableSet Controls Performing Toolbar Functions Access the Case page. The toolbar at the top of the Case page and all pages in the Case component includes a row with buttons and a time zone control. The toolbar configuration controls which buttons appear. As delivered, the button row in the toolbar displays the following elements. Click the Launch 360 button to view employee, consumer, or representative details and perform transactions. Employee details display for PeopleSoft HelpDesk cases only. Consumer or representative details display for PeopleSoft Support cases only. The system records interactions and sub-interactions in the Interaction Tree on the 360-Degree View page. Interactions also appear on the Case History page. and Click the Send Notification button or the Set Reminder button to access the Send Notification page, where you can send an or worklist notification with a text message and a link to the current case. The system prompts you to save the case before you transfer to the Send Notification page. Note. Notifications are also tracked as interactions. When you send a notification from a case, the event is captured in the case history and displayed in the Case History page. The system saves the notification content. You can access it from the Case History page. When you click the Set Reminder button, the notification is, by default, addressed to you. By addressing the notification to yourself and choosing a future delivery time, you can use the Send Notification page to send yourself a reminder. (Reminders, like other notifications, are tracked in the case history.) Click the Track Time button to access the Manage Time page, where you can track the time that you spent working on the case. You are prompted to 104 PeopleSoft Proprietary and Confidential

125 Chapter 8 Managing Cases savethecasebeforeyoutransfertothemanagetimepage.thisbuttonis available only after the case has been saved for the first time. Click the Return to Search button to access the Case Search page in Update and Existing Case mode. and Click the Previous in List and Next in List buttons to navigate to the next or previous case that appeared in your search results on the Case Search page. Click the Add a New Case button to access the Case Search page in AddaNewCasemode. Click the Update a Case button to access the Case Search page in Find an Existing Case mode. Note. The Configurable Search Setup pages determine what result set (if any) is displayed when you click the Update Case button. See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Search Pages, Configuring Searches. ClicktheCloneaCasebuttontocreateanewcasewiththesamecaller information and problem information as the existing case. The system creates the new case and displays a message providing the case number of the new case. After you click OK in the message dialog box, the system displays the new case in a new browser window. Agreements, warranties, solutions, notes and attachments, case history, related cases, related objects, and interested parties are not copied to the new case, and the Resolved by First Contact check box is always clear in the new case. Click the Order Capture button to access the Entry Form page in the Order Capture component. The system automatically fills in customer and product data on the Entry Form page. The flashing Upsell button appears only if an upsell script is associated with the product and if other business unit-specific upsell criteria are met. Click this button to launch the upsell script. Upsell functionality is specific to PeopleSoft Support. Click the Create Correspondence button to access the Create Correspondence page and draft s and add attachments to your correspondence. The system displays this field if you access the Case page through another page besides the Case Search page. Select one of the items in the drop-down list box and click the green arrow to return to the selected page. Current user time Time zone Displays the time that you opened the component. This field is informational only; it is not saved with the case. Select the time zone in which to display the times on the page. Values are: My Time Zone: The current user s local time zone. PeopleSoft Proprietary and Confidential 105

126 Managing Cases Chapter 8 See Also Customer (PeopleSoft Support only): The time zone that is associated with the caller. Employee (PeopleSoft HelpDesk applications only): The time zone that is associated with the caller. Assigned: The time zone of the agent who is currently assigned to the case. Previously Assigned: The time zone of the agent who was previously assigned to the case. Chapter 10, Working Cases, Reviewing Case History, page 142 PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Sending Manual Notifications PeopleSoft 8.8 CRM Services Foundation PeopleBook, Tracking Time Spent on Service Orders and Cases PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Toolbars Tracking Caller Information Access the Case page. The system enters default caller information based on the caller you identify at the time you create the case. Customer Information In PeopleSoft Support cases, this group box displays information about the customer who reported the problem. Because you ve already identified the customer before you ever get to the Case page, the system collapses this region when you first open the page. To view customer information, expand the group box. Note. These fields are specific to PeopleSoft Support Customer Contact The customer (company or consumer) who reported the case. The contact person for this case. If the customer is a company, this is a person acting on the company s behalf. If the customer is a consumer, this is someone acting on the consumer s behalf. Note. The contact must have a currently active relationship with the company to be valid. If a consumer does not have a contact, this field is blank on the Case page. (However, the search results grid on the Case Search page shows the consumer name in both the customer and contact columns). Customer Ref. # (customer reference number) SIN A number that is provided by the customer and used for the customer s internal tracking purposes. The SIN that is generated for each valid site on an agreement line when the agreement line is created. The SIN identifies the agreement 106 PeopleSoft Proprietary and Confidential

127 Chapter 8 Managing Cases line, the site, and the customer, but not the contact. If you enter a SIN, you cannot also enter a PIN. When you select a SIN, the system enters the associated site in the Site field. If the product is not valid for the SIN, the system clears the Product field. Site The customer site that is associated with the case. Initially, the system uses the contact s site (for this customer) as the default. If this site doesn t exist or isn t unique, the system uses the customer s site (if unique) as the default. The site is validated against the SIN and the installed product fields for the case. If you select a SIN or a product, the system enters the site that is associated with that SIN or product. If you select a site for which the current SIN or product is invalid, the system clears the SIN or product information. PIN Region The PIN that is generated for each valid named caller on an agreement line when the agreement line was created. The PIN identifies the agreement as well as the customer and the contact. If you enter a PIN, you cannot also enter a SIN. The region that is associated with the default address. Employee Information In PeopleSoft HelpDesk cases, the Employee Information region displays information about the employee who reported theproblem. Becauseyou vealready identified theemployeebefore you evergettothecase page, the system collapses this region when you first open the page. To view employee information, expand the region. Note. These fields are specific to PeopleSoft HelpDesk applications. Name National ID Gender Department, Location, and Physical Location Alt. Contact (alternate contact) The worker who is experiencing the problem. This field displays the person s ID by which they are identified nationally. In the United States it is the social security number. This field appears in PeopleSoft HelpDesk for Human Resources cases only. Displays the person s gender (male or female) if known. This field appears in PeopleSoft HelpDesk for Human Resources cases only. These fields display information about the worker who is experiencing the problem. An alternate contact for a case; for example, a secretary or an office manager who handles calls for other employees. Contact Method Phone Type, Phone, Type, and Contact Method Contact Details The phone number and address to use to contact the caller. The preferred method for contacting the caller. Values are Phone and . If the contact method involves a phone number or an address that is not in the system, enter that contact information in this field. For example, if you need to contact the caller at a hotel phone number, you PeopleSoft Proprietary and Confidential 107

128 Managing Cases Chapter 8 See Also Chapter 8, Managing Cases, Case Creation, page 77 can enter the phone number here and thus avoid having to add the hotel phone number to the caller s permanent record. To add a phone number or address to the caller s permanent record, click the Transfer button next to the caller s name and update the caller s record as required. Entering Product and Problem Information Access the Case page. Product Select the product that requires support. In PeopleSoft HelpDesk, this field prompts against all valid products for the business unit, not just those that are registered to the employee on the Installed Products page. In PeopleSoft Support, this field prompts against the products that are registered to the customer on the Installed Products page. Note. You can use the Call Center Configuration page to control the method by which the system prompts for product information. The descriptions above detail the methods by which the system prompts for product information if you install PeopleSoft Support or HelpDesk without making any changes to the core template on the Call Center Configuration page. Selecting a product identifies the product description, and the serial number. When you select an installed product, the system enters the associated site in the Site field and, if the current SIN is not valid for the product, clears the SIN field. To define a new installed product for this customer, click the transfer button to access the Installed Products component. Click the View Product Hierarchy button to view the installed product records that meet the caller and product criteria already entered on the Case page. The system displays the parent, child, and sibling relationships for the selected installed product records on the Installed Product Viewable Hierarchy page. In PeopleSoft Support cases, the search is based on any customer, site, product, and serial number that have been entered. In PeopleSoft HelpDesk cases, the search is based on any worker, department, product, and asset tag that have been entered. Serial Number Asset Tag In PeopleSoft Support, enter the serial number of the product that requires support. If you have selected a product, the system enters the serial number for that product. If you haven t selected a product, selecting a serial number enters both the product and the serial number. In PeopleSoft HelpDesk, enter the asset tag of the installed product that requires support. If you have entered a product, values are limited to asset 108 PeopleSoft Proprietary and Confidential

129 Chapter 8 Managing Cases tags for the specified product. If you haven t entered a product, selecting an asset tag enters both the product and the asset tag. Installed Problem Type Summary In PeopleSoft Support and HelpDesk, the system selects this check box if the product you select is registered to the employee, consumer, or customer on the Installed Products page. Select an aspect of the product that a call center agent might be qualified in to resolve the problem. This field is related to the Product field in that you must first select a product before the system displays values that you can choose from. If the Product field is blank, no values are available. If you use the system s autoassignment feature, the assignment engine employs the competencies associated with the problem type to help identify the agents who are most qualified to solve the problem. Enter a summary of the problem that the caller is reporting. This field is required. If you do not enter a value, the system uses the first 80 characters of the Description field as the summary. This shortcut helps you avoid retyping the same text into two fields. When you create a new case, the Description field appears before the Summary field to remind you to take advantage of this shortcut. When you access an existing case, the Summary field appears first. Description Error Code and Error Message Enter a complete description of the problem that the caller is reporting. If you do not enter a description, the system copies the value of the Summary field into this field. The error code page elements are visible only if you ve enabled error code tracking for this business unit. You enable error code tracking on the Business Unit - Options page. Enter any error code and error message that the caller reports. After you enter an error code and move the cursor out of the field, the Validate hyperlink appears. To fill in the message associated with the error code, click the Validate link. If the error code has not been used before, the system displays the Error Validation page. You can then use this page to search for or create new error codes and messages. By entering error information, you enable the Frequently Used Solutions page to list frequently used solutions by error. The system does not restrict you to prompting against known errors. Case Type Priority Severity The case type typically describes the part of your organization that is responsible for the problem. For example, a case can be a documentation issue, a service request, or a possible product defect. The priority typically classifies the case according to its affect on the caller s ability to continue operations. A problem that stops mission-critical activities has a higher priority than a problem that has a workaround or that just inconveniences someone. The severity typically classifies the case according to its reproducibility. For example, a problem can be reproducible, intermittent, or one-time. PeopleSoft Proprietary and Confidential 109

130 Managing Cases Chapter 8 Case Status The overall status of the case. Use the different statuses to track the progression of the case. Although the specific statuses are defined by your organization, each status is associated with a status category: open, closed, or cancelled. To close a case, you must assign one of the closed statuses to the case. Source Associated Business Project Quick Code Category, Specialty Type, and Details The communication channel used by the person who originally reported the problem. For example, a person can report a case by telephone, , or a self-service Web page. If the case is associated with a business project, this link appears. Click the link to display the Business Project Status page, where you can track the progress of the business project. Enter a quick code a data entry shortcut that populates the Category, Specialty Type, and Details fields. Depending on how the quick code was defined, it might also enter a priority, assign the case, or add a solution to the list of potential solutions. The quick code is not stored as part of the case; if you leave the case and return to it, the quick code is no longer visible. These are hierarchical fields: the category you enter limits the Specialty Type values, and the Specialty Type you enter limits the Details values. Note. These fields can be set up to drive the case assignment process. See Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Case Categories, page 48. See Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Case Specialty Types and Details Within Each Category, page 49. PeopleSoft HelpDesk for Human Resources Fields Secured Select this check box to indicate to the system that the case should only be viewed by individuals associated with the provider group on the case. When you mark a case as secured, you must enter a provider group before you can save the case. Once you secure the case, it is associated with the provider group. Only agents belonging to the provider group can access the case. If the agent who created the case is not a member of the provider group, they will not have access to the secured case. 110 PeopleSoft Proprietary and Confidential

131 Chapter 8 Managing Cases See Also Chapter 8, Managing Cases, Case Closure, page 89 Chapter 4, Setting Up Call Center Prompt Tables, page 37 Chapter 8, Managing Cases, Validating Errors Reported by Callers, page 114 PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Tracking Installed Products PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Using Business Projects Verifying Support Entitlement Access the Case page. Select Agreement or Warranty Click to search for warranties and agreement lines that might cover the case. The link is available only for open cases. Warranties are associated with products and are therefore found only if you ve specified a product. The results of the entitlement search appear on the Entitlement Match page, where you can select a warranty or agreement line, view warranty or agreement line details, and associate a warranty or agreement line with the case. An agreement line will be returned in an entitlement search for either a product or an installed product. The search will attempt to locate either an installed product or a product on the agreement line that matches the product or installed product on the transaction page. Warranties require an installed product. A warranty will only be returned in an entitlement search if an installed product is supplied. No warranty will ever be returned in the entitlement search for a product that is not an installed product. If the entitlement search finds only one valid warranty or agreement line, the system bypasses the Entitlement Match page and displays the detail page for the warranty or agreement line that was found. Once you ve associated an agreement line with the case and saved the case, the Search Entitlement button is no longer visible on the Case page, and the Customer, Contact, PIN, SIN, Site, Product, Serial Number, Problem Type, Summary, and Description fields can no longer be modified. Warranty name or Agreement name This link is visible only after you associate an agreement or warranty with the case; the link text is the name of the agreement line or warranty. Clicking this link displays the Entitlement Details page, where you can see information about the entitlements that are associated with the agreement line or warranty. A descriptive name of the agreement line or warranty appears to the right of the link. Click the Transfer button next to the descriptive name to view the full agreement or warranty. Credit Authorization Click this link to access the Authorize Credit Card page, where you can enter credit card information and submit the information for authorization. PeopleSoft Proprietary and Confidential 111

132 Managing Cases Chapter 8 See Also Chapter 12, Managing Credit Card Payments, page 177 This link appears when there is no agreement line or warranty associated with the case. The link is not available when the case is associated with an agreement that provides full coverage of all expenses and has no per-transaction costs. PeopleSoft 8.8 CRM Services Foundation PeopleBook, Performing Entitlement Searches for Cases and Service Orders Assigning a Case Access the Case page. You can assign cases to either provider groups or agents. You can assign cases manually, you can ask the system to suggest assignees, or you can let the system assign the case automatically based on your business unit definition. Provider Group Select the provider group that you want to assign the case to. For new cases, the default provider group (if any) depends on your business unit configuration. Click the Suggest a Provider Group button to generate a list of suggested provider groups. The link displays the Provider Group Summary page, where you can select one of the suggested provider groups. Assigned To Select an agent who belongs to the selected provider group. For new cases, the default assignee depends on your business unit configuration. You cannot select an agent without first selecting a provider group. The only time a case is assigned to an agent and not a provider group is when the default assignee is the agent who created the case. Click the Suggest an Agent button to generate a ranked list of qualified, available agents. The link displays the Candidate List page, where you can select one of the suggested agents. You must select a provider group before you can generate a candidate list. See Also Chapter 3, Defining Call Center Business Units, Defining Business Rules for a Call Center Business Unit, page 25 PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up and Performing Assignment Searches Resolving a Case Access the Case page. PeopleSoft CRM call center applications provide several ways to access solutions, and they enable you to track not only the final resolution to a case the one that solved the caller s problem but also failed resolutions and potential resolutions. 112 PeopleSoft Proprietary and Confidential

133 Chapter 8 Managing Cases See Chapter 9, Resolving Cases, page 117. Linking to Your HR Application Access the Case page. Note. This functionality is available only in PeopleSoft HelpDesk for Human Resources. The link categories that you or your implementation team set up during installation appear in the Action Information section on the Case page. Based on the security established for the link, an agent can view all links or a subset of the links. If the user does not have access to any links in a category, the category does not appear. Note. The Action Information section on the Case page is specific to PeopleSoft HelpDesk for Human Resources. Links Group Box The Links group box displays three columns: the category name, a drop-down list box for choosing a specific link in that category, and a Go button for following the link. Payroll links with the abbreviation USF go to pages in your PeopleSoft Payroll system for U.S. Federal Government employees. When a user clicks Go, the system: Opens a new browser window with the target page. If the parameters that were passed are not sufficient to access the target page, a search page appears Adds a row to the case history page. Enters the link s long description in the Link Actions Taken for this Case group box. Note. PeopleSoft includes links to Base Benefits and Benefits Administration enrollment functionality in PeopleSoft HRMS. Enrollment in medical and FSA (flexible spending accounts) plans under the COBRA provisions is carried out in a different manner within PeopleSoft HRMS. To access the enrollment pages for medical and FSA plans under COBRA, log on directly to your HRMS system. See PeopleSoft Human Resources PeopleBook Link Actions Taken for this Case Group Box Each row in this section has a status. When the system adds a new row, it gives it a default status of In Progress. The agent can manually change the status to Complete (if the HRMS task is finished) or Not Used (if the HR transaction was not performed). If an agent follows a link that already has a row, the system doesn t add a second row for that link unless the status of the existing row is Complete. Every time a link is followed, the link usage count is increased by one. The usage count is visible as a read-only field on the Link Definition page, which is where links are defined. You can use this field for reporting purposes to find out how often a particular link is used. PeopleSoft Proprietary and Confidential 113

134 Managing Cases Chapter 8 Note. The availability of a link is defined on the Security page for the content reference. It is your responsibility to set up security that matches the security for the target page. If there is a mismatch, users will receive an error message when they try to access the page. See Also Chapter 6, Setting Up Links to HR Pages, page 61 Chapter 6, Setting Up Links to HR Pages, Setting Up Content References, page 66 ValidatingErrorsReportedbyCallers This section provides an overview of error validation and discusses how to validate errors. Error Message Validation When you support products such as software or electronics that provide users with diagnostic error messages, looking up frequently used solution by error is a particularly efficient way to resolve cases. You record error information on the Case page. The system does not force you to select from known error messages. Instead, you can enter whatever error information the caller provides. After you enter an error code and move your cursor to another field, the Validate hyperlink appears next to the Error Code field. When you enter an error code, the system goes through the following process to ensure that there is a corresponding entry in the error table: 1. The system checks if the data you entered is an unambiguous match for a single known error. If a match is found, the system associates the case with the known error. An unambiguous match is not necessarily an exact match. For example, if the case does not specify the error code, but has a message that is an exact match for a known message, the system considers the match an unambiguous match. However, an error code by itself is never sufficient for an unambiguous match because different products might use the same code for different purposes. 2. If no unambiguous match is established, you can click the Validate hyperlink to display the Error Validation Page. From this page, you can: a. Search for similar errors. If you find and select an error, the system associates the case with that error. The search is a Verity-based keyword search, so it does not require an exact match a close match suffices. This helps you find the error even if you don t type the full text of the error message or if you have typographical errors in your data. b. Create a new error record, using the error code and error message that you entered on the Case page. This process facilitates the process of adding error records to the database. Error records are established as the errors are reported, and you can avoid the up-front effort of creating records for all possible errors. 114 PeopleSoft Proprietary and Confidential

135 Chapter 8 Managing Cases Page Used to Validate Errors Page Name Object Name Navigation Usage ErrorValidation RC_CASE_ERROR Click the Validate link in the Problem Information section on the Case page. Validating an Error Access the Error Validation page. Search for existing errors or create a new error. Usethispagewhenanerror on a case does not have an unambiguous match in the error table. Error Validation page Error Code and Error Message Search Create New Error These fields are prepopulated using the data from the Case page. Click to search for existing errors. Click to create a new error record using the error code and message on the Error Validation page. If you have changed the information on this page, the error code and message on the Case page are updated to reflect the change. When you create a new error, the system associates the underlying case with the system-generated ID (not displayed) that is assigned to the error. The presence of an error ID on the case record indicates that the error has been validated. Return to Case Click to leave the page without validating the error. As long as the error remains unvalidated, the Validate link on the Case page remains available. PeopleSoft Proprietary and Confidential 115

136 Managing Cases Chapter 8 Potential Errors After you click the Search button, the search results appear in this grid. Click an error to associate it with the case. The system updates the Error Code and Error Message fields on the Case page and associates the case with an error ID (not displayed) to record that the error has been validated. 116 PeopleSoft Proprietary and Confidential

137 CHAPTER 9 Resolving Cases This chapter provides an overview of case resolution concepts and discusses how to: Attempt and track solutions. Use Solution Advisor. Use Solution Advisor results. Understanding Case Resolution PeopleSoft CRM call center applications enable you to track both the final solution to a case the one that resolved the caller s problem and other solutions that were considered for the case. By tracking all solution usage, you capture valuable information about the effectiveness of your solution set. This section discusses: The difference between resolved cases and closed cases. Attempted solutions. Solution advisor searches. Difference Between Resolved Cases and Closed Cases Solutions describe ways you might be able to resolve the caller s problem. A solution can succeed or fail. When a solution succeeds (resolves the case), it is considered a resolution. Resolutions exist only in the context of a case. A resolved case is a case that s associated with a successful solution. A resolved case is not necessarily a closed case; the case status is independent of the solution status. Your organization can use the Case Defaults page to set up a default status for resolved cases. If a default status exists, the system changes the status when you resolve the case. If no default exists, an agent must update the status manually. See Also Chapter 3, Defining Call Center Business Units, page 19 PeopleSoft Proprietary and Confidential 117

138 Resolving Cases Chapter 9 Attempted Solutions The Case page includes a Solutions Considered for this Case grid. This grid lists all the solutions that you ve identified as potential solutions. Methods for Finding Solutions There are three ways to bring potential solutions into the Solutions Considered for this Case grid on the Case page: Enter a known solution ID and then click Add Solution ID. Enter an independent text resolution and then click Add Resolution. Use Solution Advisor to locate an appropriate solution. The following table describes the methods that are used to find and identify solutions: Field Page Description Solution ID Case Solution IDs identify predefined solutions. Enter a memorized Solution ID and click Add Solution ID to bring the solution back into the Solutions Considered for this Case grid. 118 PeopleSoft Proprietary and Confidential

139 Chapter 9 Resolving Cases Field Page Description Independent Text Resolution Case Ideally, you solve cases by referencing predefined solutions, but sometimes you can solve a case even though no predefined solution exists. In this situation, you enter text describing the solution. The system uses that text to create a new solution with the type Adhoc Solution. The first 50 characters of the text are used as the solution summary. Note. If your business unit is configured to disallow independent text resolutions, this option is not available. Solution Advisor Solution Advisor - Search Solution Advisorisatoolthat searches for solutions that might relate to the case and then enables you to bring selected solutions into the Solutions Considered for this Case grid. You can search for: Solutions, including solutions with the type Adhoc Solution. Similar cases. When Solution Advisor finds similar cases, you can drill down to see the solutions used by those cases. You can select those solutions and apply them to the current case. Troubleshooting guides. These are scripts that use a series of questions to guide you to one or more solutions. When the script suggests a solution, you can add that solution to the case. Note. Frequently used solutions are solutions that have resolved the most cases for the product for the case, the error message for the case, or the category, specialty type, and detail that are associated with the case. Your organization must regularly run the Update Solution Usage Counts Application Engine process (RC_SOLN_USAG) to keep the frequently used solution tables up to date. PeopleSoft Proprietary and Confidential 119

140 Resolving Cases Chapter 9 See Chapter 9, Resolving Cases, Using Solution Advisor, page 129. Resolution Statuses Each solution attempt has one of the following statuses: In Consideration You have not suggested this solution to the caller. The solution is in the list so that it is available when you re ready to try it. Waiting on Customer You have suggested this solution to the caller, but you don t know whether the solution worked. Failed Resolution The caller attempted the solution, but the solution did not solve the caller s problem. Successful Resolution The solution solved the caller s problem. Only one solution can have this status. When you select this status for a solution, the Case page prevents you from considering additional solutions or updating the status of other solutions. To change any solution information, you must reopen the resolution area of the case. This changes the status of the successful solution from Successful Resolution to Failed Resolution and makes all solution fields available for entry. Withdrawn The solution should not have been associated with the case and will be disregarded in all solution-related metrics. Selecting Withdrawn does not remove the solution entirely. It indicates to the system that it shouldn t have been there in the first place. Withdrawn solutions are ignored in solution usage statistics and are not visible through self-service. Case Resolution Process The following diagram illustrates the case resolution process: 120 PeopleSoft Proprietary and Confidential

141 Chapter 9 Resolving Cases Choose resolution method Solution ID Choose the solution status Change status of an existing solution In Consideration Independent text solution Frequently used solution Solution Advisor Attempt the solution Set the initial status for a solution Waiting on Customer Failed Resolution Withdrawn Successful Resolution Update case status to close case Case resolution process There are other methods of attempting a solution from a page other than the Case page. You can launch a troubleshooting guide (a type of script) directly from the Related Objects page. Or, if the case is a child of another case, you can set up component event processing to cascade the successful resolution from the parent to the child. Internally, the system records the method that is used to find and attempt the solution in the RC_RSLN_ SOURCE table. This information does not appear on the Case page, but it is available for reporting and analysis. Working With Attempted Solutions Once you ve added solutions to the Case page (to the Solutions Considered for this Case grid), you can do one of three things with the solutions: Update the solution status. View the solution details. The Solutions Considered for this Case grid shows summary information about each solution. Click the summary text to display the Solution Details page. On the Solution Details page, you can see the full text of the solution, and you can add notes or attachments to the solution. the solution. Often the most efficient way to communicate a solution to a caller is to send an with the solution text. Attachments are not included in the . See Also Chapter 10, Working Cases, Working With Related Objects, page 153 PeopleSoft 8.8 CRM Services Foundation PeopleBook, Setting Up Solution Management PeopleSoft 8.8 CRM Services Foundation PeopleBook, Managing Solutions PeopleSoft Proprietary and Confidential 121

142 Resolving Cases Chapter 9 Solution Advisor Searches Solutions are useful only to the extent that they re accessible a solution that you can t find won t help you solve a problem. To help you find relevant solutions, PeopleSoft CRM provides Solution Advisor. Solution Advisor is powered by Verity, a third-party search-and-retrieval tool. The CRM search collection is the complete body of searchable data that is available to Solution Advisor. You must regularly rebuild the collection to ensure that Solution Advisor has access to the latest data. Solution Advisor helps identify solutions that might solve the current case. Although it uses the same technology as the Universal Search Tool, it is designed to search for solutions and to return those solutions to the Case page. This section discusses: Search areas. Basic and advanced searching. Search Areas The purpose of searching is to find a solution to resolve a case. When you find a likely solution, you can attempt the solution (add it to the Solutions Considered for this Case grid of the case where you launched the search). The agent s version of Solution Advisor searches for three types of objects: Solutions. In the search results grid, you can select the most promising solutions and click the Attempt Selected Solutions button. Or you can drill down to a solution detail page and attempt the solution from the detail page. Cases. In the search results grid, you can drill down to the case details, where you can see a list of the solutions that were attempted for the case. Then you can drill down to the solution details and attempt the solution from the detail page. If there are no solutions associated with the case, a message appears at the bottom of the Summary page stating that no solution has been attempted for this case. Troubleshooting guides (a type of branch script). In the search results grid, you can launch the troubleshooting guide. When the script recommends a solution, you can view the solution details and attempt the solution from the detail page. For any of these objects to be searchable, the following conditions must be met: A search index template must be defined for the object s record. The search index template determines which fields in the record are included in the search collection. The object must be included in the appropriate search group Search groups identify the subset of objects that are searchable within a particular version of Solution Advisor. Search group 3 controls the agent-facing version of Solution Advisor for cases. The following diagram illustrates how to use Solution Advisor: 122 PeopleSoft Proprietary and Confidential

143 Chapter 9 Resolving Cases Enter search criteria Search Solutions found Cases found Troubleshooting guides found View solution detail Let script suggest solutions Attempt solution Using Solution Advisor Basic and Advanced Searching Solution Advisor has two search modes: basic and advanced. Basic Searching The basic search is a natural language search that looks in the collection for matches in any field of any object in the search group. Note. The search collection might not include all fields that are related to the object, and searching is always limited to data in the search collection. The system ranks the search results by percentage according to how close the match is. Advanced Searching The advanced search is a superset of the basic search with the following additional functionality: You can select the objects to search for. You can still perform natural language searches, but now you choose which objects to include in the search domain. For example, you can perform a keyword search for solutions while excluding cases and troubleshooting guides from the search results. You can perform Boolean searches using field-level search criteria. You are not limited to natural language searches. The system displays a list of the searchable fields for each object. For each field, you can enter a search operator and the search text. You can also decide whether to limit the results to records that meet all field-level criteria or whether to accept records that meet any field-level search specification. PeopleSoft Proprietary and Confidential 123

144 Resolving Cases Chapter 9 Scoring Search Results When you perform natural language searches, Solution Advisor orders search results according to their relevance score. Relevance scores range from 1 to 100, with 100 representing the highest relevance. The system calculates the relevance score for each result based on how well the solution matches the search criteria and how often the solution has been used. When you perform Boolean searches using field-level criteria, relevance scores no longer apply: either data meets the criteria or it doesn t. All results are equally relevant. (The exception is when you use the LIKE operator, which implies natural language searching.) We discuss this topic in the documentation for using PeopleSoft Internet architecture buttons. See Using PeopleSoft Applications Attempting Solutions and Tracking Solution Attempts This section discusses how to Track attempted solutions. Attempt solutions. Review details of attempted solutions. Add resolution notes and attachments. See Also Chapter 9, Resolving Cases, Reviewing Details of Attempted Solutions, page 128 Common Elements Used in This Section Status The solution status. If you select a solution to bring into the Solutions Considered for this Case grid, select the initial status for the solution. Values are In Consideration, Waiting on Customer, Failed Resolution, Successful Resolution,and Withdrawn. Attempt this Solution Return to Case Clicktobring the selected solution into the Solutions Considered for this Case grid. Click to return to the Case page without attempting any solutions. 124 PeopleSoft Proprietary and Confidential

145 Chapter 9 Resolving Cases Pages Used for Resolving Cases Page Name Object Name Navigation Usage Case RC_CASE_SW, RC_CASE_HD Support, Support Case Support, HelpDesk Case Review attempted solutions and track their outcomes. Solution Details RC_CASE_SOL_SUM Clickasolutionsummaryon the Case page. Resolution Notes RC_CASE_RSLN_NOTE ClicktheAddNoteor Attachment button on the Solutions Detail page (in attempted solutions mode). Tracking Attempted Solutions Access the Case page. Review detailed information about a solution. Manage notes and attachments that are associated with a resolution. Case page Resolution Information This group box includes 3 fields that offer different ways of identifying potential solutions Search Solution Advisor, Solution ID, and Independent Text Resolution. Search Solution Advisor displays a separate page where you can identify a solution and bring the solution back into the Solutions Considered for This Case grid. The Independent Text Resolution enables you to add resolutions directly to the Solutions Considered for This Case grid. PeopleSoft Proprietary and Confidential 125

146 Resolving Cases Chapter 9 Resolved by First Contact Select if you close a case during the caller s first contact with the call center. If you are not the agent who originally opened the case, this check box is not available for entry. Note. The system does not prevent you from attempting a solution multiple times; if you do so, multiple entries for that solution appear in the Solutions Considered for this Case grid. Solutions Considered for This Case This grid tracks the status of all solutions that you have used or are considering using. Solution ID Summary Status Date Modified Unique identifier for the solution. Click the solution summary to display the Solution Detail page. Select the status that represents the state of the case in relation to the attempted resolution. Valid values are: In Consideration, Successful Resolution, Waiting On Customer, Withdrawn and Failed Resolution. The date and time that the solution status was last modified. This does not represent the date that a predefined solution was last modified. You must display the solutions in the page where it was originally created (the Solution page) to see that information. Resolving Cases A case is considered resolved when a solution has the status Successful Resolution. Once a case is resolved, the fields that help you find solutions disappear. In their place, you see a summary of the successful solution now considered a resolution with the following previously hidden fields and button: Resolution Status Resolution Summary and Resolution Details Resolution Failed Because this appears only when a case is resolved, the status is always Successful Resolution. The short summary and the full text of the successful solution. Click to reset the status of the solution that is marked Successful Resolution. The resolution summary disappears and fields that are used to find solutions reappear. The system assumes that you reopened the solution because the solution that was thought to have resolved the problem didn t work after all. The system then changes the status of that solution from Successful Resolution to Failed Resolution. If the solution has not actually failed, reset the status to a more appropriate value. Because cases can be closed only if they have been resolved, you cannot reopen the resolution area of a closed case. Be sure that the case is open before you click this button. Note. A resolved case is not necessarily a closed case: you need to update the Case Status field (not just the solution status) to close the case. 126 PeopleSoft Proprietary and Confidential

147 Chapter 9 Resolving Cases Sending Solution Information by Often the most efficient way to communicate a solution to a caller is to send an with the solution text and attachments. Use the following fields to select and send solutions from the Solutions Considered for this Casegrid. Select Select All Clear All Selected Solution(s) Select to identify the individual solutions that you want to send to someone using . Click to select all solutions. Click to clear the Select check box for all solutions. Click to open the Send Notification page to send the selected solutions to a recipient that you specify. The _RESOLUTION template determines the default content of the notification. As delivered, the message text includes the text of all selected solutions (without regard to the solution s visibility, as established on the Solution Summary page). By default attachments are not included in the notification. You may, however, manually add attachments by clicking the Add Attachment button and selecting an attachment. See Also Chapter 9, Resolving Cases, Attempted Solutions, page 118 Chapter 8, Managing Cases, Validating Errors Reported by Callers, page 114 Chapter 9, Resolving Cases, Reviewing Details of Attempted Solutions, page 128 Chapter 9, Resolving Cases, Using Solution Advisor, page 129 PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Sending Manual Notifications PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up PeopleSoft CRM Workflow Attempting Solutions Access the Case page. Add Solution By Search Solution Advisor Select a search method from the drop-down list box and click Go to open the Solution Advisor - Search page. Use this page to perform basic and advanced searches for solutions, including frequently used solutions and solutions associated with similar cases. You can also access troubleshooting guides which can guide you to a solution. You can select one or more solutions and bring the solutions back into the Solutions Considered for this Case grid, where you can select the initial solution status. Solution ID Enter a known solution ID and click Add or click the lookup button to prompt for a solution ID. You can restrict the search to solutions that are associated PeopleSoft Proprietary and Confidential 127

148 Resolving Cases Chapter 9 with a specific product. If a product is associated with the originating case, the system enters that product name into the solution search page. You can remove it if you do not want the prompt to be restricted. If you enter a solution ID and click Add, the solution s summary appears as a link in the Solutions Considered for this Case grid. Click the link to view the Solution Details page. Independent Text Solution Enter a solution description and click Add to bring the solution back into the Solutions Considered for this Case grid. If your business unit is configured to disallow independent text resolutions, this field is not available. Reviewing Details of Attempted Solutions Access the Solution Details page. Solution Details page Date Added To Case and Added to Case By Resolution Notes - Summary AddResolutionNoteor Attachment Display the date when the solution was attempted and the user who attempted it. If resolution notes exist, displays a list of notes. Click a note s summary to display note details. Click this button to add a resolution note a case note that is specific to this solution attempt. 128 PeopleSoft Proprietary and Confidential

149 Chapter 9 Resolving Cases See Also PeopleSoft 8.8 CRM Services Foundation PeopleBook, Managing Solutions Adding Resolutions Notes and Attachments Access the Resolution Notes page. Resolution notes created on this page are intermingled with case notes on the Case - Notes and Attachments page. In the notes summary view, resolution notes are identified by a resolution button. In the note detail view, resolution notes have a link to the parent resolution. PeopleSoft CRM provides a standard interface for working with notes and attachments across all the components that use this functionality. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Working With Notes Using Solution Advisor This chapter provides an overview of Solution Advisor searches and discusses how to: Find frequently used solutions. Perform basic solution searches. Perform advanced solution searches. Note. This section discusses only the agent-facing version of Solution Advisor, not the self-service version. Common Elements Used in This Section Status Attempt This Solution Select the status that is to be used as the initial resolution status for a solution you are attempting. Values are In Consideration, Waiting on Customer, Failed Resolution, Successful Resolution,and Withdrawn.. Click this button to attempt the solution you are viewing. The system brings the solution into the Solutions Considered for this Case grid using the status you selected. See Also Chapter 9, Resolving Cases, page 117 Chapter 15, Working with Self-Service Transactions, Searching for Solutions, page 247 PeopleSoft Proprietary and Confidential 129

150 Resolving Cases Chapter 9 Page Used to Locate Solutions Using Solution Advisor Page Name Object Name Navigation Usage Solution Advisor Search RC_SOLN_ADVISOR On the Case page select either Basic Search - Text, Basic Search - Frequent Solution, or Advanced Search from the Search Solution Advisor field and then click Go. Click Basic Search from the Advanced Search page. Click Advanced Search from the basic Search page. Finding Frequently Used Solutions Access the Solution Advisor Search page (Frequently Used Solutions option). Find solution to problem. Solution Advisor - Frequently Used Solutions Search page Frequently Used Solutions Based on the type of frequently used solution that you want the system to search for, select a corresponding option from the drop-down list box. Valid values are: All, CTD (Category Type Detail), Error, and Product. Click Search. When the search is complete, the results appear at the bottom of the page. Performing Basic Solution Searches Access the Solution Advisor Search page (Basic Search - Text option). 130 PeopleSoft Proprietary and Confidential

151 Chapter 9 Resolving Cases Solution Advisor - Search Text page Search Text Enter search criteria that are not specific to a particular search area (case, troubleshooting guide, solution ID), and then click the Search button to execute the search. When the search is complete, the results appear at the bottom of the page. The problem description on the Case page is the default search criteria. Performing Advanced Solution Searches Access the Solution Advisor Search page (Advanced Search option). PeopleSoft Proprietary and Confidential 131

152 Resolving Cases Chapter 9 Solution Advisor - Advanced Search page (1 of 2) Solution Advisor - Advanced Search page (2 of 2) Note. If the case is secured, the message Secured appears instead of the case summary. Secured cases are used only in PeopleSoft HelpDesk for Human Resources. Case Troubleshooting Guide Select to search for cases that meet your criteria. This section appears only if cases are part of your Solution Advisor search group. Select to search for troubleshooting scripts that meet your criteria. This section appears only if troubleshooting scripts are part of your Solution Advisor search group. 132 PeopleSoft Proprietary and Confidential

153 Chapter 9 Resolving Cases Solution Select to search for solutions that meet your criteria. This section appears only if solutions are part of your Solution Advisor search group. The following table describes the search operators that are available for field-level searching. The operators that appear depend on whether the field being searched is a string or a number. Operator Description Less Than The field value is less than the field value that you enter. Less Than or Equals The field value is less than or equal to the value that you enter. Not Equals The field value is not equal to the value that you enter. Equals The field value is equal to the value that you enter. Greater Than The field value is greater than the value that you enter. Greater Than or Equals The field value is greater than or equal to the value that you enter. Between The field value is between the two values that you enter. For example, if you select Between and enter 100 and 200, the search returns values from 100 to 200, inclusive. Ends The field value matches the final characters of the value that you enter. In Enter a comma-delimited series of values and the system finds field values that match any one of the values that you entered. Like The matched field sounds like or is spelled similarly to the value that you enter. When you select like, you can use wildcard characters in your search criteria. Starts The field value matches the first characters of the value that you enter. PeopleSoft Proprietary and Confidential 133

154 Resolving Cases Chapter 9 Operator Description Contains The field value contains the word or phrase that you entered. Substring The field value contains the word, phrase, or partial word that you entered. Under each selected search area cases, troubleshooting guides, and solutions is a list of searchable fields (you configure which fields appear here when you define search groups on the Search Group page). To the right of each field name are the two fields used to define search criteria: A drop-down list box where you select a search an operator. An enterable field where you enter the search value. For each search area you select, you can specify field-specific criteria for as many or as few fields as you like. Restrict By Product Solution Advisor has special handling to enable you to restrict solutions by product. Although Restrict by Product appears in the list of solution fields in the advanced search, it is different from the other fields in the list because a solution can be related to many products, and therefore product is not a single searchable field in the solution table. You enter product-related criteria the same as you enter any other field-specific criteria: by selecting a search operator and entering a search value. For this field, the available search operators are Starts with and Equals. The system will find matches on both Product ID and Product Description. Solution Libraries This group box displays the solution libraries that are available for searching. Solutions are part of their primary library; a secondary association with a library has no effect on searching. Select the libraries to search. By default, all libraries are selected. If there are no searchable libraries, or if the searchable libraries do not have any solutions, then Solution Advisor will not find any solutions. Search Options Display Match On Select the number of search hits that are to be displayed. Select Any to search for data that meets any one of the field-level search requirements that is, to perform an or search. Disregard this field if you are not using field-level search criteria. Select All to search for data that meets all of the field-level search requirements that you specify that is, to perform an and search. Do not select All if you have entered field-level search criteria for more than one object (this creates conditions that cannot be met). 134 PeopleSoft Proprietary and Confidential

155 Chapter 9 Resolving Cases Show Summaries Select to have the search results to show the long description for each solution. When you configure the search group for the self-service version of Solution Advisor, you can specify how many characters of the long description to include. Including summaries provides the most detail, but makes less efficient use of space. Clear this check box to have the search results include only the short description. Ignore Capitalization Select to perform case-insensitive searches. Search Results Select Score Record Description ID Title Attempt Selected Solutions Select to identify the solutions that you want to attempt. This check box does not appear next to cases or troubleshooting scripts, only solutions. Relevance score for the object. Type of object. Object s identifier. Object s summary description. Click to add your selected solutions to the Solutions Considered for this Case grid. Attempted solutions have a default status of In Consideration. Using Solution Advisor Results This chapter provides an overview of Solution Advisor results and discusses how to: Review solution details. Review cases found by Solution Advisor. Run a troubleshooting script found by Solution Advisor. Review a solution suggested by a troubleshooting script. PeopleSoft Proprietary and Confidential 135

156 Resolving Cases Chapter 9 Pages Used to Review Solution Advisor Results Page Name Object Name Navigation Usage Solution Advisor - Solution Details RC_SOLADVISOR_SUM On the Solution Advisor - Search page, click a solution summary. Review detailed information about a solution found by Solution Advisor. Solution Advisor - Case RC_SOLADV_CASE_SUM On the Solution Advisor - Search page, click a case summary. Execute Script RC_BS_EXECUTE_MAIN On the Solution Advisor - Search page, click a troubleshooting script. Review detailed information about a case found by Solution Advisor; review solutions that were used in that case. Run a troubleshooting script. Troubleshooting Guide - Solution RC_USE_SOLUTION On the Execute Script page, click the Start Action button that is associated with an action that suggests a solution. Review a solution that wassuggestedbya troubleshooting guide script; associate that solution with the case from which you ran the script. Reviewing Solution Details Access the Solution Advisor - Solution Details page. Solution Advisor - Solution Details page 136 PeopleSoft Proprietary and Confidential

157 Chapter 9 Resolving Cases Click the Attempt This Solution button to add your selected solutions to the Solutions Considered for this Case grid. Attempted solutions have a default status of In Consideration. Reviewing Cases Found By Solution Advisor Access the Solution Advisor - Case page. Solution Advisor - Case page The Attempted Solutions group box lists the solutions that are associated with this case. Click a solution to go to the Solution Advisor - Solution Details page where you can review the solution and (optionally) attempt it. Note. Ifthecaseissecured,themessageSecured appears instead of the case summary. This message comes from the message catalog so that you can easily modify the text. This applies to PeopleSoft HelpDesk for Human Resources cases only. Running a Troubleshooting Script Found by Solution Advisor Access the Execute Script page. PeopleSoft Proprietary and Confidential 137

158 Resolving Cases Chapter 9 Solution Advisor - Execute Script page Depending on the script and your answers, the script may guide you to a possible solution. When this happens, the Execute Script page displays the Action button (a flashing icon with an exclamation point). Clicking this button displays the Case - Solution page, where you can review the suggested solution and (optionally) attempt it. Note. If you use a troubleshooting guide and save it for later, your action gets tracked in the Related Objects tab of the Case page. It is not added to the Solutions Considered for this Case grid. See Also PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Running Scripts Reviewing a Solution Suggested by a Troubleshooting Script Access the Troubleshooting Guide - Solution page. 138 PeopleSoft Proprietary and Confidential

159 Chapter 9 Resolving Cases Troubleshooting Guide - Solution page To use the solution, select a Status and then click the Attempt This Solution button that appears at the bottom of the page. The system brings the solution into the Case page. PeopleSoft Proprietary and Confidential 139

160 Resolving Cases Chapter PeopleSoft Proprietary and Confidential

161 CHAPTER 10 Working Cases This chapter provides an overview of working a case and discusses how to: Add notes and attachments. Review case history. Work with related cases. Work with related objects. Identify interested parties. Understanding Working a Case Working a case mostly involves identifying and resolving a problem. In addition to covering problem identification and resolution, this chapter discusses other case management activities activities that you perform in the Case component on pages other than the Case page. Note. Pages that are present in both PeopleSoft Support and PeopleSoft HelpDesk are illustrated only once. Screen shots that show customer and contact fields are from PeopleSoft Support. Screen shots that show employee fields are from PeopleSoft HelpDesk cases. Adding Notes and Attachments Recording notes and attaching files to those notes is often essential to your work. Notes are the primary method that you will use to track your case research and communications. If you exchange files with the caller, you need to associate those files with the case. PeopleSoft CRM provides a standard interface for working with notes and attachments across all the components that require this functionality. PeopleSoft Proprietary and Confidential 141

162 Working Cases Chapter 10 Pages Used to Add Notes and Attachments Page Name Object Name Navigation Usage Notes and Attachments RC_CASE_NOTE Support, Support Case, Notes and Attachments Support, HelpDesk Case, Notes and Attachments Support, HR HelpDesk Case, Notes and Attachments Adding Notes and Attachments Access the Notes and Attachments page. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Working With Notes Track notes and attachments related to cases. Reviewing Case History This section provides an overview of case history and explains how to: View the event history of a case. View interactions related to the case. View the audit trail for a case. Understanding Case History The Case component includes a Case History page, an Interactions page, and an Audit History page: Case history provides a summary of the major events in the life cycle of a case. Case interactions are the sum of the events that take place when a customer contacts the organization Case auditing complements case history processing by providing an automated mechanism for keeping a detailed change history without cluttering up the Case History page. There can be some overlap in the data that is captured by these pages. Case History Page This page displays information about major events in the life of the case, including a description of the event and details of any field changes that are associated with the event. The following mechanisms insert data into the case history table: Case history component event processing. At save time, the system evaluates record- and field- level conditions that you define. When the condition is true, the system adds a row of case history data. 142 PeopleSoft Proprietary and Confidential

163 Chapter 10 Working Cases Workflow component event processing (including service level workflow). The system triggers a workflow action under conditions that you define. The event processing definition includes a check box that you select if you want to create case history when the workflow is triggered. Manual notifications. The system adds case history whenever a user sends a manual notification from the case. See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Sending Manual Notifications. Certain case creation processes. If the case was created as a clone of another case, or if it was created through related case functionality, the system inserts a case history row that shows how the case was created. Interactions Page This page displays the events that occurred when a customer contacted the organization. This could include online conversations (chats), s, faxes, phone calls, and information exchanged over the Web. An interaction may contain multiple sub-interactions. Audit History Page This page displays record-level changes to case data. Your organization chooses which fields in the record to audit and the types of changes to capture (adding, updating, displaying, or deleting). However, there is no conditional logic to evaluate the before and after values of the field; all audited actions are captured regardless of the field value. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Auditing for Cases and Inbound PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Component Event Processing PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Working with Interactions PeopleSoft Proprietary and Confidential 143

164 Working Cases Chapter 10 Pages Used to Review Case History Page Name Object Name Navigation Usage Case History RC_ACTION_HIST Support, SupportCase, Case History Support, HelpDesk Case, Case History Support, HR HelpDesk Case, Case History View a summary of important events in the life cycle of a case. Prerequisites: Your organization must define event sets that tell the system which events to capture in the case history. Interactions RC_ACTION_HIST Click the Interactions link on the Case History page. Audit Trail RC_ACTION_HIST ClicktheAuditlinkonthe Case History page. View information about interactions related to the case. View detailed information about changes to specific fields in the case. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Auditing for Cases and Inbound Viewing the Event History of a Case Access the Case History page. Case History: Event History page Interactions Audit Click to display the Interactions page. Click to display the Audit History page. 144 PeopleSoft Proprietary and Confidential

165 Chapter 10 Working Cases If the entry was created by case history component event processing, click the Event Details button to view details about the event. When you click this button, the system displays the appropriate page as determined by the event processing rules. For example, if the event is the addition of a new note, clicking the button displays the Notes and Attachments page. When the history item is from a notification, clicking the button takes you to the notification that was sent. This button does not appear for entries that were created through a mechanism other than case history component event processing. Date Action Taken Details The date that this action occurred. The description of the action comes from the description of the event as established in the Event Definition page. Describes the details of the action taken. For example, if a note was added, the system would show the first 30 characters (configurable). Or, if an agent adds an attachment to the case, the system would show the name of the attachment. If there is a field value change, the system could display the values before and after the change in the Details column. You must, however, use the History Event Handler page to configure both the field value changes and the information that appears in the Details column. To configure other events that you want to show up on the Case History page, use the History Event Handler page. Visibility The system displays either All or Internal to indicate who can view the details of the event. Viewing Interactions for a Case Access the Interactions page. Case History: Interactions page Note. The system displays interactions in the Channel field that are created through self service as Phone/Self Service. PeopleSoft Proprietary and Confidential 145

166 Working Cases Chapter 10 Viewing the Audit Trail for a Case Access the Audit page. Case History: Audit page Working With Related Cases This section provides an overview of related cases and discusses how to: Review and initiate case relationships. Specify relationship details when relating a case to an existing case. Specify relationship details when creating a new case. Understanding Related Cases Cases can be related to each other for numerous reasons. Your organization establishes valid case relationship types on the Relationship Type page. Each relationship is marked as hierarchical or equivalent (non-hierarchical). Each case in a relationship has a relationship label. If the relationship is hierarchical, there are separate labels for the parent case and the child case. If the relationship is equivalent, there is only one valid label. The Case Relationships page displays a list of all cases that are related to the current case. Relationships are always reciprocal: If case A is related to case B, then the Related Cases page for both cases reflects the relationship. However, child cases of a common parent do not appear on each other s Related Cases page you use the Related Case page of the parent case to see all case relationships at a glance. 146 PeopleSoft Proprietary and Confidential

167 Chapter 10 Working Cases Similarly, two cases that are equivalent to a third case do not appear on each other s Related Cases page. That is, the fact that case A is equivalent to both case B and case C does not establish a relationship between case B and case C. To see all equivalent cases in one place, you must make the equivalent cases into children of a common parent. Your organization can create workflow that cascades statuses from a parent case to all of its child cases. For example, if your organization establishes a Global relationship type for tracking problems where a single fix (such as rebooting a server) fixes a problem for multiple people, then it may make sense to automatically close all child cases when the parent case is closed. When the status cascades to children, any status-related workflow for the child case is triggered, including cascading statuses to the child case s children. There are two methods for relating cases: Relate the current case to another existing case. For example, you receive four calls reporting problems about your Web server before you recognize that this is a global problem. The four cases that you ve already created need to be related to each other. When you relate the cases, you can choose one as the parent case and make the other three into children or you can make all four of the original cases into children of a new parent case. Create a new case and relate it to the current case. For example, you ve established a global case for your Web server problem. Someone calls to report the problem. From the existing global case, you can create a new child case and copy the problem information into the new case. The following diagram illustrates these methods: Relate to new or existing case? New case Specify the relationship details Choose information to copy to new case Don't copy caller information Identify caller Existing case Identify existing case Copy caller information System creates new case Specify the relationship details Relationship is established Methods for relating cases Relating a Case to an Existing Case Torelateacasetoanexistingcase: 1. On the Related Cases page, click the Relate Existing Case button. The Relate Existing Case - Search page appears. PeopleSoft Proprietary and Confidential 147

168 Working Cases Chapter Use the Relate Existing Case - Search page to identify the case that you want to associate with the current case. The Relate Existing Case - Search page is identical to the Case Search page in Update an Existing Case mode. Enter search criteria to help you find the case and click the Search button. The system returns a list of cases that match your criteria. To select a case, click that case in the results list. The Relate Existing Case - Relationship page appears. If your search criteria uniquely identify a case, the system bypasses the list of search results and displays the Relate Existing Case - Relationship page. 3. Use the Relate Existing Case - Relationship page to specify the relationship details. Specify a relationship type and choose relationship labels for each of the cases. Valid relationship types are defined by your organization and are based on the business unit of the case. 4. Click OK. The system establishes the relationship and saves the case. The new case relationship appears on the Related Cases page. Creating a Related Case To create a new case related to the current case: 1. On the Related Cases page, click the Create New Case button. The Create a New Case - Relationship page appears. 2. Use the Create a New Case - Relationship page to specify the relationship details. Specify a relationship type and choose relationship labels for each case. Valid relationship types are defined by your organization and are based on the business unit of the case. 3. Select the information to copy from the original case to the new case. You can copy the caller information, problem information, resolution information, and case notes. 4. Click OK. Caller information is required for all cases. Therefore, if you chose not to copy caller information, the Create a New Case - Search page appears so that you can identify the caller. If you chose to copy the caller information, the system immediately creates the new case and returns you to the Related Cases page. The newly established case relationship appears in the Existing Related Cases grid. 5. If you did not copy caller information to the new case, use the Create a New Case - Search page to identify the caller for the new case. The Create a New Case - Search page is identical to the Case Search page in Add a New Case mode. Enter search criteria to help find the caller and click the Search button. The system returns a list of callers that match your criteria. To select one, click that caller in the results list. If your search criteria uniquely identify a caller, the system bypasses the list of search results. Once you identify a caller, the system immediately creates the new case and displays the Related Cases page. The newly established case relationship appears in the Existing Related Cases grid. 148 PeopleSoft Proprietary and Confidential

169 Chapter 10 Working Cases See Also Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Case Relationship Types, page 53 PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Component Event Processing Pages Used to Manage Case Relationships Page Name Object Name Navigation Usage Related Cases RC_RELATIONSHIP Support, Support Case, Related Cases Support, HelpDesk Case, Related Cases Support, HR HelpDesk Case, Related Cases Manage case relationships: Relate cases to each other based on case relationship types that your organization has established; view and delete existing case relationships. Prerequisites: Your organization must define case relationship types and workflow rules for cascading statuses through related cases. Relate Existing Case - Search page RC_CASE_SRCH_SEC Click the Relate an Existing Case button on the Related Cases page. Select a case to relate to the current case. Relate Existing Case - Relationship RC_REL_TYPE_SEC Select the case on the Relate Existing Case - Search page. Specify the relationship details when relating a case to an existing case. Create a New Case - Relationship RC_REL_COPY Click the Create and Relate anewcasebuttononthe Related Cases page. Specify the relationship details when you create a new related case; specify which information from the originating case is copied into the case that is being created. Reviewing and Initiating Case Relationships Access the Related Cases page. PeopleSoft Proprietary and Confidential 149

170 Working Cases Chapter 10 Related Cases page Note. If the case is secured, the message Secured appears instead of the case summary. This message comes from the message catalog so that you can easily modify the text. This applies to PeopleSoft HelpDesk for Human Resources cases only. The Existing Related Cases grid lists all existing case relationships. Relationship Type Case Customer and Contact Employee (employee ID) and Employee Name Status Date Added Delete Describes how the current case is related to the related case. If the relationship is hierarchical, the parent case and the child case can have different values in this field. For example, one value might be Global Case and the other value might be Ticket. If the relationship is equivalent, there is only one valid label. The relationship type. This value is the same for both cases in the relationship. For example, if your organization established a relationship type called Global, then both the parent and child record have Global in the Type column. The case number of the related case. Click the case number to display the related case. If this is a PeopleSoft Support case, these fields identify the customer and contact who are associated with the related case. If this is a PeopleSoft HelpDesk case, these fields identify the employee whoisassociatedwiththerelatedcase. The status of the related case (from the Case Status field for that case). The date and time that the relationship was established. Click to delete the case relationship. This does not delete either case, only the relationship. Creating New Case Relationships Relate an Existing Case Click to display the Relate Existing Case - Search page, where you identify an existing case to relate to the current case. After you identify the case, the system displays the Relate Existing Case - Relationship page, where you establish the relationship between the cases. 150 PeopleSoft Proprietary and Confidential

171 Chapter 10 Working Cases Create and Relate a New Case Click to display the Create a New Case - Relationship page, where you can choose the information to be copied to the new case and establish the relationship between the cases. Specifying Relationship Details When Relating a Case to an Existing Case Access the Relate Existing Case - Relationship page. Relate Existing Case - Relationship page Relationship Type Case n (current case number) and Case n (related case number) Specify a relationship type. Relationship types can be either hierarchical (parent-child) or non-hierarchical. Values are defined by your organization and are based on the business unit of the case. Select relationship labels for the current case and the case that you re relating to it. If the relationship is hierarchical, there is one valid label for the parent case and one valid label for the child case. Match the cases to the appropriate labels to establish the desired parent-child relationship. If the relationship is not hierarchical, there is only one valid label. Select that label for both cases. If you select invalid labels (for example, labels that belong to other relationship types), the system displays an error message when you click OK. Specifying Relationship Details When Creating a New Case Access the Create a New Case - Relationship page. PeopleSoft Proprietary and Confidential 151

172 Working Cases Chapter 10 Create a New Case - Relationship page Relationship Details Relationship Type Case (current case number) and New Case Specify a relationship type. Relationship types can be either hierarchical (parent-child) or non-hierarchical. Values are defined by your organization and are based on the business unit of the case. Select relationship labels for the two cases the current case and the new case you re creating. Information to Copy to the New Case If the relationship is hierarchical, there is one valid label for the parent case and one valid label for the child case. Match the cases to the appropriate labels to establish the desired parent-child relationship. If the relationship is not hierarchical, there is only one valid label. Select that label for both cases. If you select invalid labels (for example, labels that belong to other relationship types), the system will display an error message when you click OK. The business unit is always copied to the new case. You choose which other information to copy to the new case. Customer Employee In PeopleSoft Support, select this check box to copy the caller from the originating case to the new case. The following information is copied: customer, contact, site, PIN, SIN, contact method, and contact details. For PeopleSoft HelpDesk applications, select this check box to copy the caller from the originating case to the new case. The following information is copied: employee number, employee name, phone type, address type, contact method, contact details, and alternate contact. 152 PeopleSoft Proprietary and Confidential

173 Chapter 10 Working Cases Problem Select to copy problem information from the originating case to the new case. The following information is copied: problem summary, case status, case type, source, priority, severity, error code, error message, resolved on first contact, closed date and time, provider group, assignee, product, problem type, serial number (for PeopleSoft Support), asset tag (for PeopleSoft HelpDesk), and category, type and detail information. If you do not copy problem information, the summary for the newly created case identifies the originating case. Note. If you don t copy caller information to the new case, then the product, serial number, and asset tag that are copied might not be valid for the caller that you identify. In this situation, modify the values before saving the case. Resolution OK Cancel Select this check box to copy resolution information from the originating case to the new case. All attempted resolutions and their statuses are copied, but not the resolution notes. Click this button to create the new case, establish the relationship between the two cases, and return to the Related Cases page. If you are not copying caller information, you are prompted to identify the caller for the new case before the case is created. You use the Create a New Case - Search page to select a caller; this page is identical to the Case Search page. Click this button to return to the Related Cases page without establishing the relationship. See Also Chapter 8, Managing Cases, page 77 Working With Related Objects This section provides an overview of related objects and discusses how to: Review related objects and initiate new relationships. Initiate and relate a script. Initiate and relate a business project. Relate a PeopleSoft Quality Management defect. Create and relate a PeopleSoft Sales lead. Create and relate orders. Create and relate a return material authorization (RMA). Create and relate a PeopleSoft FieldService service order. PeopleSoft Proprietary and Confidential 153

174 Working Cases Chapter 10 Note. Leads, RMAs, and service orders can be related only to PeopleSoft Support cases, not to PeopleSoft HelpDesk cases. Understanding Related Objects You can relate cases to objects other than cases. These are called related objects. Objects That Can Be Related to Cases In both PeopleSoft Support and PeopleSoft HelpDesk, you can relate cases to the following objects: Object Customer Satisfaction Script x x x Troubleshooting Guide x x x x x x Business Project x x x Quality Defect x x Lead Qualification Script x Sales Lead x Return Material Authorization (RMA) x Service Order x Sales Order x Related objects for Call Center verticals Support Support Self-Service HelpDesk HelpDesk Self-Service HR Help Desk HR HelpDesk Self-Service Object Description Customer satisfaction script Use customer satisfaction scripts to gather feedback from your callers. Troubleshooting guide Troubleshooting guides are scripts with questions about the problem the caller is experiencing. As you answer the questions, the script guides you toward potential solutions for the case and enables you to transfer the suggested solution directly into the resolution area on the Case page. Business project Business projects are structured task lists. When you associate a business project with a case, you create a new instance of the project. You can then track progress for this instance of the project. 154 PeopleSoft Proprietary and Confidential

175 Chapter 10 Working Cases Object Description Quality defect Defects identify problems with your products. You can relate cases to defects only if you ve implemented PeopleSoft Quality Management. Lead qualification script A lead qualification script contains a series of questions that can help you determine if the caller should be advised to upgrade to a newer product. When the scripts are associated with specific products, your organization can set up workflow that causes a flashing icon to appear in the case toolbar when specific upsell criteria is met; you can launch the script by clicking the flashing icon or using the Related Objects page. Sales lead Sales leads populate the sales pipeline. You can create sales leads only if you ve implemented PeopleSoft Sales. Return Material Authorization (RMA) An RMA authorizes a customer to return defective or unwanted materials. You can manage RMAs only if PeopleSoft Support is integrated with PeopleSoft Inventory. Support agents can also create RMAs directly; that is, they can create an RMA without associating the RMA to a case. Service order A service order records a request for a service that is provided by your company s field services organization. You can create service orders only if you ve implemented PeopleSoft FieldServices. Sales order A sales order records a request for a product that is provided by your company s sales, marketing or field services organization. You can create sales orders only if you ve implemented PeopleSoft Order Capture. Note. Some functionality may not be available if products or installed products have been disabled on the Call Center Configuration page and assigned as a template to the business unit. See Chapter 3, Defining Call Center Business Units, Modifying and Creating Configuration Templates, page 32. Manual Creation of Relationships When you create new relationships, the system handles different objects differently: For defects, you relate the case to an existing defect. For leads, RMAs, and service orders, you create a new object and relate the case to it. For scripts and business projects, you create a new instance of the object using an existing definition. PeopleSoft Proprietary and Confidential 155

176 Working Cases Chapter 10 The basic process of creating the relationship is always the same: 1. Go to the Related Objects page. 2. In the Relate New Object field, specify the type of related object. 3. Click the Go button. The system displays a page where you enter information specific to the type of object that you selected. 4. Enter object-specific information. 5. Click the button that creates the object. The name of the button depends on the type of object you re creating. For example, if you re creating a service order, click the Create Service Order button. When you click the button, the system creates, relates, or instantiates the object. The system then updates the Case Related Objects grid and saves the case. Automatic Creation of Relationships Although you can always relate objects manually using the preceding steps, be aware that sometimes business projects and scripts are automatically instantiated for a case. Component event processing can instantiate business projects. Clicking the Upsell button in the case toolbar instantiates a lead qualification script. The Upsell button appears only when the case s product has an associated script and when component event processing upsell criteria is met. Selecting a troubleshooting guide from the Solution Advisor - Search page instantiates it. Clicking the Order Capture button in the case toolbar creates an instance of a sales order. Script Comparisons Scripts are predefined sets of questions or statements arranged in a specific order. When you run a script, you ask the questions and record the answers. Your organization creates scripts of different types; customer satisfaction scripts, lead qualification scripts, and troubleshooting guides can be related to cases. Customer satisfaction scripts gather feedback from your callers. Lead qualification scripts are associated with a specific product; they help you determine whether the caller should upgrade to a newer product. Note. If you use a lead qualification script to transfer to PeopleSoft Order Capture from the PeopleSoft Support or HelpDesk Case component, the business unit has to be valid for your PeopleSoft Order Capture application or you have to select a default order capture business unit on the Call Center - BU setup page. Troubleshooting guides help you resolve problems; they guide you toward suggested solutions and enable you to transfer the suggested solution directly into the resolution area on the Case page. Service Order and Business Project Comparison Service orders and business projects have some similarities. Both provide a service that resolves an existing problem. Services require a physical action to be performed (unlike cases, which require the agent to convey information, but not necessarily to perform a physical action). 156 PeopleSoft Proprietary and Confidential

177 Chapter 10 Working Cases Your organization establishes valid services and business projects, and your organization s rules dictate which one you use in certain circumstances. The following table explains some of the logic behind the choice between service orders and business projects. Service Orders Business Projects Focus is on a single service. Focusisonaseriesoftasks. Work is performed at one time, typically by one person. Tasks are performed by different people at different times. Not automated; do not incorporate notifications or escalations. Predefined and reusable; can incorporate automation and automatic notifications and escalations. Service Order and Material Return Comparison When customers report problems with broken or defective parts or materials, you can do one of the following: If the customer is entitled to on-site service, create a service order so that your organization can send a field service technician to the customer s site to repair the part. If the customer is not entitled to on-site service, create a return material authorization (RMA) so that the customer can return the merchandise. To view the agreement that is associated with a case, click the transfer button to the right of the agreement description on the Case page. (Clicking an agreement line link displays the entitlements for that agreement line only, not for the entire agreement.) PeopleSoft Proprietary and Confidential 157

178 Working Cases Chapter 10 Pages Used to Relate a Case to Other PeopleSoft CRM Objects Page Name Object Name Navigation Usage Related Objects RC_ASSOCIATION Support, Support Case, Related Objects Support, HelpDesk Case, Related Objects Support, HR HelpDesk Case, Related Objects Relate a case to other PeopleSoft CRM objects. Use Business Project RC_REL_OBJECT6_SEC On the Related Objects page, select Business Project in the Relate New Object field, then click the Go button. Use Customer Satisfaction Script Use Lead Qualification Script RC_REL_OBJECT5_SEC RC_REL_OBJECT8_SEC On the Related Objects page, select Customer Satisfaction Scripts in the Relate New Object field, then click the Go button. On the Related Objects page, select Lead Qualification Script in the Relate New Object field, then click the Go button. Relate Quality Defect RC_REL_OBJECT9_SEC On the Related Objects page, select Quality Defect in the Relate New Object field, then click the Go button. Create RMA RC_REL_OBJECT1_SEC On the Related Objects page, select Return Material Authorization in the Relate New Object field, then click the Go button. Create Sales Lead RC_REL_OBJECT3_SEC On the Related Objects page, select Sales Lead in the Relate New Object field, then click the Go button. Create Order RC_REL_OBJECTA_SEC On the Related Objects page, select Sales Order in the Relate New Object field, then click the Go button Create Service Order RC_REL_OBJECT2_SEC On the Related Objects page, select Service Order in the Relate New Object field, then click the Go button. Use Troubleshooting Guide RC_REL_OBJECT7_SEC On the Related Objects page, select Troubleshooting Guide Script in the Relate New Object field, then click the Go button. Identify a business project to relate to a case. Identify a customer satisfaction script to run. Identify a lead qualification script to run. Identify a defect to relate to the case. Create an RMA and relate it to the current case. Create a sales lead and relate it to the current case. Create an Order and relate it to the current case. Create a service order and relate it to the current case. Identify a troubleshooting guide script to run. Reviewing Related Objects and Initiating New Relationships Access the Related Objects page. 158 PeopleSoft Proprietary and Confidential

179 Chapter 10 Working Cases Related Objects page Note. Ifthecaseissecured,themessageSecured appears instead of the case summary. This message comes from the message catalog so that you can easily modify the text. This feature is used only in PeopleSoft HelpDesk for Human Resources. Related Object Summary This grid lists all existing relationships between the current case and other PeopleSoft CRM objects. Click the Details button to view details about the associated object. The system displays the appropriate page if your security profile gives you access to that page. If the object is a business project, the system opens the Business Project Status page. Iftheobject is a script, the system launches the script on the Script Execution page If the object is a defect, the system opens the Defect page. If the object is a sales lead, the system opens the Sales Lead page. If the object is an RMA, the system opens the RMA Header page. If the object is a service order, the system opens the Service Order page. If the object is a sales order, the system opens the Order Capture - Entry Form page. Note. Some functionality may not be available if products or installed products have been disabled on the Call Center Configuration page and assigned as a template to the business unit. See Chapter 3, Defining Call Center Business Units, Modifying and Creating Configuration Templates, page 32. Type The type of related object: customer satisfaction script, lead qualification script, troubleshooting guide, business project, sales lead, sales order, RMA, or service order. PeopleSoft Proprietary and Confidential 159

180 Working Cases Chapter 10 Summary Associated Date A description of the object, derived from the description field on the page where the object is maintained. The date that the object was associated with the case. Relate New Object Relate New Object Select the type of object that you want to create and relate to the case. Values for both PeopleSoft Support and PeopleSoft HelpDesk applications are Business Project, Customer Satisfaction Script, Troubleshooting Guide Script, and Quality Defect. Additional values for PeopleSoft Support only are Lead Qualification Script, Return Material Authorization, Sales Lead, Sales Order, and Service Order. Note. Based on the products that you have installed you may want to change the list of objects that appear in the drop-down list box. For example, if you don t have FieldService installed, you wouldn t want Service Order to appear. To alter the list of values that appear, access the Industry Specific Translates page for Field Name RC_ASSOC_TYPE (Support) and RC_ASSOC_TYPE_HD (HelpDesk). Then inactivate the fields that you don t want to appear. See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Field Labels and Field Values, Modifying Industry-Specific Translate Values. Go After you select an action, click Go to access the page where you enter information specific to the type of object that you re creating. Initiating and Relating Scripts Access the Use Troubleshooting Guide page, the Use Lead Qualification page, or the Use Customer Satisfaction Script page. The pages for the three types of scripts (customer satisfaction script, lead qualification script, and troubleshooting guides) are identical except that the name of the page and the instructional text change to match the type of script. Script Name Use Script Identify the script to run. Clicktolaunch the script on the Execute Script page. Once you launch the script, the relationship between the case and the script is established. See Also PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Defining Scripts 160 PeopleSoft Proprietary and Confidential

181 Chapter 10 Working Cases Initiating and Relating Business Projects Access the Use Business Project page. Business Project Use Business Project Select the business project that s applicable to the current case. For example, if you created the case because an employee requested a new desktop computer, select the business project that your organization uses for configuring and delivering desktop computers. Click to create and instance of the business project. See Also PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Using Business Projects Relating Quality Defects Access the Relate Quality Defect page. Business Unit Defect ID Relate Defect Select the business unit for the defect. The default comes from the Business Unit (Quality) field in the Call Center BU page. Select the defect that is related to the current case. Click to create the relationship. The system creates the relationship and changes the case type (on the Case page) to a type that you establish on the Case Defaults page. PeopleSoft delivers workflow event handlers based on defect-related case types; depending on how you configure the case type default and component event processing, these event handlers may send notifications when you relate a defect to a case. See Also Chapter 3, Defining Call Center Business Units, Defining Call Center Business Units, page 21 Appendix A, Delivered Call Center Event Handlers, page 255 Creating and Relating Sales Leads Access the Create Sales Lead page. Note. Only PeopleSoft Support users can create sales leads; this functionality is not available in PeopleSoft HelpDesk applications. Business Unit Description Create Sales Lead Select a sales business unit for the lead that you re creating. The default comes from the Business Unit SFA field on the Call Center BU page. Enter a description for the new lead. Click to create the lead. PeopleSoft Proprietary and Confidential 161

182 Working Cases Chapter 10 See Also PeopleSoft 8.8 CRM Sales PeopleBook, Managing Sales Leads and Opportunities Creating and Relating Orders Access the Create Order page. Note. Only PeopleSoft Support users can create orders; this functionality is not available in PeopleSoft HelpDesk applications. Business Unit Description Create Order Select a sales business unit for the order that you re creating. The default comes from the Business Unit SFA field in the Call Center BU page. Enter a description for the new order. Click to create the order. See Also PeopleSoft 8.8 CRM Collaborative Selling PeopleBook, Managing Orders and Quotes Creating and Relating Return Material Authorizations Access the Create RMA page. Create RMA page 162 PeopleSoft Proprietary and Confidential

183 Chapter 10 Working Cases Note. Only PeopleSoft Support users can create RMAs; this functionality is not available in PeopleSoft HelpDesk applications. All of the RMA fields correspond to fields on the RMA Header and RMA Lines pages. The default Return to IBU comes from the RMA Unit field on the Call Center BU page. Click the Create RMA button to create the RMA. See Also Chapter 13, Managing Material Returns, Understanding Material Return Processing, page 185 Creating and Relating Service Orders Access the Create Service Order page. Note. Only PeopleSoft Support users can create service orders; this functionality is not available in PeopleSoft HelpDesk applications. Business Unit Service ID Create Service Order Enter a business unit for the service order that you re creating. The default comes from the Field Service Unit field in the Call Center BU page. Select the service that is to be performed. Click to create the service order. See Also PeopleSoft 8.8 CRM FieldService PeopleBook, Creating and Managing Service Orders Identifying Interested Parties The main people associated with a case are those who are having the problem (customer contacts, consumers and their contact, employees and their alternate contacts) and the agent to whom the case is assigned. Additionally, there may be many other people interested in the case and its progress agents who are working on this case or a similar case, a customer s account manager and sales representative, and so on. By adding people to the list of interested parties for the case, you facilitate communication with these people. When you send a notification from the case, the Send Notification page includes a check box that you can select to send the notification to the interested parties in addition to any other addressees. PeopleSoft Proprietary and Confidential 163

184 Working Cases Chapter 10 Page Used to Identify Interested Parties Page Name Object Name Navigation Usage Interested Parties RC_INTEREST_PARTY Support, Support Case, Interested Parties Support, HelpDesk Case, Interested Parties Support, HR HelpDesk Case, Interested Parties Identifying Interested Parties Access the Interested Parties page. List the names of people who might want to receive information about this case. Interested Parties page Name To be an interested party, a person must have a person record in the PeopleSoft CRM database. For notifications to be sent to the person, the person must have a user ID (for worklist notifications) or an address (for notifications). Reason Code Date Added The reason that the person is included as an interested party. Values are defined by your organization and are based on the business unit of the case. The date and time that the person was added as an interested party. 164 PeopleSoft Proprietary and Confidential

185 CHAPTER 11 Working With the Worker 360 Degree Views This chapter provides an overview of the worker 360 degree view and discusses how to: Access the 360 degree view. Manage employee interactions. Understanding 360-Degree Views This section discusses: Worker 360-degree view. PeopleSoft HelpDesk for Human Resources (HR HelpDesk) 360-degree view. Security. Case search and access. PeopleSoft HRMS data messages. Worker 360-Degree View Using the 360-degree view, the agent can view employee information from PeopleSoft CRM. The following sections are included on 360-Degree View page for both PeopleSoft HelpDesk and PeopleSoft HelpDesk for Human Resources: PeopleSoft Proprietary and Confidential 165

186 Working With the Worker 360 Degree Views Chapter 11 Sections Details Activities The Interaction Tree displays a record of all interactions with the person. In addition, an interaction may contain multiple sub-interactions. For example, a call with a customer may involve a case being updated, a service order being added, and a note about the customer being sent. All of these sub-interactions are logged under the same interaction. Using the Tree Setup page, you determine which interactions are displayed, the number of interactions displayed, whether sub-interactions are displayed, and whether interactions are linked to actions. You can configure the information that displays in the Interaction Tree. See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Interactions and 360 Degree Views. Profile The Profile subpage displays the person s name, employee ID, and location. Emergency contact information is also included for the PeopleSoft HelpDesk for Human Resources (HR HelpDesk) page. Log Interaction Using the Log Interaction subpage, the agent can capture the details of the interaction. The agent can record the callback date and time, attach notes to the interaction, and send an to the customer or internal personnel, provided the address is set up PeopleSoft HelpDesk for Human Resources (HR HelpDesk) 360 Degree View Using the 360 degree view, the agents can view information from PeopleSoft CRM as well as the employee s profile from PeopleSoft HRMS. They can also perform transactions related to the case. The following sections are included on the HR HelpDesk 360 Degree View page only. For descriptions of the sections common to both PeopleSoft HelpDesk applications, see the previous section: 166 PeopleSoft Proprietary and Confidential

187 Chapter 11 Working With the Worker 360 Degree Views Sections Details Job and Position Summary Includes data fromthe HR job record. If theagenthas access to any job, the page displays all jobs. Note. If you click one of the arrows at the top of the section to view the employee s other jobs, the system does not redisplay the other sections on the page to represent the employee s pay or benefit information that they had for that job. You must access each section individually to view information other than that which is already displayed. Pay Summary Includes data from PeopleSoft North American Payroll. The fields are slightly different for U.S. paychecks and Canadian paychecks. When the country is USA, the system displays two columns for state and federal information, and includes withholding allowances, additional amount, additional percent, and special state tax information. The column titles are Federal and the state abbreviation (for example, CA, MS, NY). When the country is CAN (Canada), the system displays two columns for federal and provincial tax information. For Quebec requestors. Quebec replaces the provincial column. The column titles are Federal and the provincial abbreviation QC. When the province is not QC, the Net Claim field and special letters are not applicable, but additional percents and amounts apply. The column title of Province is the provincial abbreviation. Also, Canada does not have an equivalent to US federal marital status or withholding allowances, so these fields do not appear for Canadian requestors. The Net Claim and Special Letters fields only display for Canadian requestors since these are Canada-specific fields. PeopleSoft Proprietary and Confidential 167

188 Working With the Worker 360 Degree Views Chapter 11 Sections Details Benefits Information and Dependents/Beneficiaries Includes data from the benefit plan enrollment record and the dependent/beneficiary record. There is also header information for each benefit record that includes the Benefit Record Number, Currency Code, and COBRA Event Identification. The grid includes the name, relationship, type of benefit, and coverage for the employee s dependents and beneficiaries. The size of this group box varies depending on how many rows of data are returned. Direct Reports Includes data that is derived from the reporting structures on record in the PeopleSoft HRMS system. This grid includes the name of the employee, the employee ID, the employee s location, and the employee s employment status. The size of the group box varies depending on how many rows of data are returned. Security The HR HelpDesk 360 Degree View page provides section-based security only. There is no field level security. For instance, if an agent has access to information for one job and not the other, or the agent only has access to part of the information, the system retrieves all job information regardless. This enables a true 360 degree view of an employee. Case Search and Access An agent can access the HR HelpDesk 360 Degree View page for a worker from the launch page, through CTI (computer telephony integration), by clicking the 360-Degree View button from the HR HelpDesk Case page, or by clicking the HRHD Worker 360-degree View link on the navigation bar. When an agent accesses the page from the Case page or through CTI, the system fills in the employee information and bypasses the search page. When an agent clicks the 360-Degree view link from the launch page or navigation bar, the system takes the agent to the Help Desk 360 Degree View search page. Agents can use the search page to search for employee information that they want to access. When an agent is on the 360 Degree View page, they can access open cases, search for cases, or create a new case for the employee. PeopleSoft HRMS Data Messages The system messages HR data from PeopleSoft HRMS into the page via a realtime Enterprise Integration Point (EIP). The information is not saved in CRM; it is gone as soon as the page is closed. The request message includes: The agent s user ID in CRM. Agents must have identical user IDs in the PeopleSoft HRMS system; the security settings for the HRMS user ID determines what data is returned. The agent s language, which is used to send data from related language tables. 168 PeopleSoft Proprietary and Confidential

189 Chapter 11 Working With the Worker 360 Degree Views The current date, which is used when sending effective-dated information. The employee ID of the worker whose data is being sent. Information from seven different HRMS components. Note. At installation you can mark each of the four sections (Job, Benefit/Beneficiary, Payroll, and Direct Report) as active or inactive (Set Up CRM, Install, Installation Options, HRHD EIP Options). For example, if you do not use PeopleSoft Payroll, the request for payroll data can be deactivated. The response message includes Data that the agent has security to access. Error messages for data that the agent does not have permission to access. Note. There are two nodes used in the activity tree for the HR HelpDesk 360 Degree View: Authorized Case and Unauthorized Case. PeopleSoft has hard coded the view names for populating the correct data for each node. The view names are PS_RCT_A_CASE_VW and PS_RCT_UA_CASE_VW. If you change the name of the view, you need to customize the PeopleCode to reflect the right view names. See Also Chapter 7, Defining EIP Options for Integration to PeopleSoft HRMS, page 71 Accessing the 360-Degree View This section describes how to access the 360-Degree View page for PeopleSoft HelpDesk for Human Resources. Page Used to Access the 360-Degree View Page Name Object Name Navigation Usage HR Help Desk 360 Degree View, HelpDesk 360 Degree View RC_HRHD360_SRH, RC_HD360_SRH Accessing the 360-Degree View Access the HR HelpDesk 360 Degree View search page Click the HRHD Worker 360-degree View link on the navigation bar. Click the Worker 360 Degree View link on the navigation bar. Click the Worker 360-Degree View link from the Launch page. Click the 360 button from the toolbar on the Case page. Search for employees for whom you want to display 360-degree information. PeopleSoft Proprietary and Confidential 169

190 Working With the Worker 360 Degree Views Chapter 11 HR HelpDesk 360 Degree View search page Note. The National ID, Home Address Country, Home Address, State/Province, and Home Address City fields appear on the HR HelpDesk 360 Degree View search page only. Name National ID Click the Lookup button to select the name for which you are searching. This field includes the employee s SSN (social security number in the USA) or SIN (social insurance number in Canada). Due to security reasons, this is only a search field and will not show up in the search result. Also the system does not allow partial searches on this field. Managing Employee Interactions The agent manages employee interactions using the 360-Degree View page. 170 PeopleSoft Proprietary and Confidential

191 Chapter 11 Working With the Worker 360 Degree Views Page Used Manage Employee Interactions Page Name Object Name Navigation Usage 360-Degree View RB_TD_AGENT_VIEW UseCTI. Click the 360 button from the toolbar on the Case page. Click the Employee ID link from either the HR Help Desk 360 Degree View - Search page or the Help Desk 360 Degree View - Search page. Managing Employee Interactions Access the 360-Degree View page. Manage employee interactions. 360-Degree View page (1 of 7) PeopleSoft Proprietary and Confidential 171

192 Working With the Worker 360 Degree Views Chapter Degree View page (2 of 7) 360-Degree View page (3 of 7) 172 PeopleSoft Proprietary and Confidential

193 Chapter 11 Working With the Worker 360 Degree Views 360-Degree View page (4 of 7) PeopleSoft Proprietary and Confidential 173

194 Working With the Worker 360 Degree Views Chapter Degree View page (5 of 7) 360-Degree View page (6 of 7) 174 PeopleSoft Proprietary and Confidential

195 Chapter 11 Working With the Worker 360 Degree Views 360-Degree View page (7 of 7) Note. The screen shots shown above are for the HR HelpDesk version of the 360 Degree View page. The 360 Degree View page for the regular PeopleSoft HelpDesk application is similar except that it does not display the HR related sections (Job and Position Summary, Pay Summary, Direct Reports, Benefits Information and Dependents/Beneficiaries). It does, however, include the defect role, which is not included on the HR HelpDesk version of the 360 Degree View page. Also, the profile section for the two versions of the page are different in that the HR HelpDesk version includes additional address and emergency contact information. Go To Select one of the options from the drop-down list box and then click Go. Activities This section displays all interactions and sub-interactions with the employee. Click the links to drill down to the detail pages for the interaction. Date Filter Select one of the options from the drop-down list box. Valid values are: Today, Last 1 Day, Last 7 Days, Last 15 Days, Last 30 Days, and Last 1 Year. Note. The date filter is independent of the HRMS sections that the system displays. If a user selects a date filter, the cases displayed in the Activities section will reflect the dates; the HRMS sections will not. Profile This section displays the employee s profile information, including name and address information as well as emergency contact information. View Details Click this link to access the employee component where you can view and update the employee s profile information Log Interaction Contact Method Interaction Status Select the contact method for the interaction. Delivered values include Inbound Chat, Inbound , Inbound Fax, Inbound Phone, Inbound Web, Outbound , Outbound Fax, andoutbound Phone. Select the status for the interaction. Delivered values include Busy, Callback, Child Answered, Completed, Do Not Call Again, In Process, and No Answer. PeopleSoft Proprietary and Confidential 175

196 Working With the Worker 360 Degree Views Chapter 11 Callback Date Time Add Note Finish and Return to Search Select a date for callback. Enter a time for callback. Add a note to the interaction. The note is saved in the Interaction Tree as a sub-interaction. Click the link to send the note to the employee. The profile must have a valid for this function to work. Click to finish the interaction with the current employee and return to the Search dialog. The system uses a cookie to retain employee information during the transaction. You must click this link to begin working with a new employee See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Working with Interactions 176 PeopleSoft Proprietary and Confidential

197 CHAPTER 12 Managing Credit Card Payments This chapter provides an overview of credit card processing and discusses how to process credit card payments and review transactions. Note. This chapter is relevant only to PeopleSoft Support; PeopleSoft HelpDesk applications do not incorporate credit card functionality. Understanding Credit Card Processing If your organization accepts credit cards in payment for support, you use the Authorize Credit Card page to manage this process. This page is not available when the case is associated with an agreement where this form of payment (pay for service) is inapplicable. We discuss how to set up credit card processing in the following PeopleBook. See PeopleSoft 8.8 Enterprise Components PeopleBook This section discusses: Processing options. Credit card transactions. Transaction process flow. Processing Options Credit card processing depends on whether you use a third-party credit card authorization and payment vendor. If you entered a merchant ID on the setup page, the following conditions occur: The Authorize Credit Card page contains a Submit button that agents use to submit transactions. The Authorize Credit Card page requires you to enter information that your third-party credit card authorization and payment vendor requires. If you did not enter the merchant ID, there are no required fields on the Authorize Credit Card page, and the Authorize Credit Card page does not have a Submit button. In this situation, the page merely captures information for use with your organization s own solution for processing credit card payments. Credit Card Transactions PeopleSoft Support facilitates credit card processing through integration with third-party credit card authorization and payment vendors. PeopleSoft Proprietary and Confidential 177

198 Managing Credit Card Payments Chapter 12 Depending on how your organization has configured your credit card processing, some or all of the following transaction options are available: Transaction Option Processing Authorize Only Verifies that the card is valid for the charge (the customer has enough credit to pay for the order, the card is not stolen, andso on). The vendor doesnot bill the credit card. Bill Only Billsthe cardwithout firstverifying that the cardis valid for the charge. Select this option if you have preauthorized the transaction and you want to submit the transaction for billing only. Authorize and Bill Performsbothauthorizationandbilling. Thevendor charges the customer s credit card upon receiving Authorization. Credit Only Credits the customer s credit card. Transaction Process Flow The following diagram illustrates the credit card transaction process flow. Note that the system performs all credit card validation before submitting data to the vendor. This prevents unnecessary transaction charges. Go to the Authorize Credit Card page Enter name, address, and credit card information Validation Fails Software installed? Yes No Click the Submit for Approval button System checks that all required fields are filled in System validates credit card number System submits transaction to vendor No Return to the case System saves information to the credit card history No Authorize Only transaction? Vendor returns authorization information Yes Save the case Credit card processing flow 178 PeopleSoft Proprietary and Confidential

199 Chapter 12 Managing Credit Card Payments When the system validates a credit card number, it validates that: The credit card number is the correct length. The credit card number starts with a valid prefix. The credit card number is valid (if the Credit Card Setup page specifies the use of a check digit algorithm). The authorization information returned is saved with the other transaction information in the credit card history once the case is saved. You must manually save the case in order to save the transaction information. This ensures that you have records of any realtime billing or credit transactions. Processing Credit Cards and Reviewing the Transactions This section discusses how to: Submit credit card information for authorization. Review credit card transactions. Pages Used to Process Credit Cards and Review the Transactions Page Name Object Name Navigation Usage Authorize Credit Card RC_CARD_INFO Support, Support Case, Case Click the Credit Authorization link on the Case page. Review Electronic Card History RB_CARD_HISTORY Review Electronic Card History, Electronic Card History Address Secondary Page RB_CARD_ADDR Click the Contact Address link on the Review Electronic Card History Submitting Credit Card Information for Authorization Access the Authorize Credit Card page. Enter a customer s credit card information; submit the credit card charge for authorization. Review credit card transactions that have been submitted for authorization. Review address information that is related to a credit card transaction. PeopleSoft Proprietary and Confidential 179

200 Managing Credit Card Payments Chapter 12 Authorize Credit Card page (1 of 2) Authorize Credit Card page (2 of 2) First Name,LastName, Country, Address 1, Address 2, City County, Postal, State, Telephone, and Address Enter this information for the credit card holder. The default name is the name of the consumer or contact who is associated with the case; change the value if this is not the name on the credit card. By default, the system enters the contact s primary address, telephone number, and address. Be sure to confirm that the address is the billing address 180 PeopleSoft Proprietary and Confidential

201 Chapter 12 Managing Credit Card Payments for the credit card. Address checking is part of the authorization process. The address format is based on the country that you enter. Credit card information stored in a person s record (for example, information entered in the Consumer or Contact component) does not default into this page. If, after submitting a credit card charge, you return to this page to authorize additional charges, the information that you previously entered is preserved, but the credit card number is masked so that you see only the last four digits. The information is preserved only for the current case. If the same person pays for another case, you must reenter all of the information. Note. Credit card numbers that are stored in the database are encrypted for security purposes. Credit Card Information This group box displays fields that are generally required by third-party credit card software vendors. All fields are required. Credit Card Type Credit Card Number Expiry Month/Year Select a credit card type. Values are based on the credit cards that are designated Active on the Credit Card Setup page and may include AMEX, Diners Club/Carte Blanche, Discover, MasterCard, and Visa. Enter the number of the credit card that is to be charged for the transaction. Enter the credit card expiration date (2-digit month and 4-digit year). Note. The expiration year field (CR_CARD_EXPYR) contains translate values for valid expiration years. You must periodically review and update this field with valid expiration year values. PeopleSoft CRM delivers values that range from 2001 to Amount Enter the amount that is to be authorized. Transaction Type The options that are available depend on how your organization has configured credit card processing. Authorize Only Authorize and Bill Bill Only Credit Only Select to submit the transaction for authorization only. The vendor verifies that the card is valid for the charge and does not bill the credit card. Select to submit the transaction for authorization and billing. The vendor performs both authorization and, if the charge is authorized, the vendor charges the customer s credit card. Select if you have preauthorized the transaction and you want to submit the transaction for billing only. The vendor bills the card without verifying that the card is valid for the charge. Select to submit a credit transaction. The vendor credits the customer s credit card. PeopleSoft Proprietary and Confidential 181

202 Managing Credit Card Payments Chapter 12 Submit When you click this button, the system validates all the data on the page. If the system finds missing or invalid data, an error message explains the problem. You must correct all errors before the approval process can be initiated. If all validation criteria are met, clicking this button calls the business interlink. The vendor then performs the authorization, billing, and credit processing that you requested. Warning! When you submit an Authorize and Bill, Bill Only, or Credit Only transaction, the system saves the transaction information after the vendor returns that information. When you submit an Authorize Only transaction, you must manually save your work by saving the Case page. Failure to save the case results in an incomplete credit card transaction: No record of the completed transaction appears in your system. Status This group box displays authorization information for the credit card transaction. Authorization Status The status of the authorization attempt. Agents can manually set the authorization status. The following statuses are examples and may not be suitable for all vendors: Unprocessed/Retry: Transaction has not been processed or is a failed credit card process and is being resubmitted. Authorized: Transaction is approved. The funds are reserved for the transaction. Credited: A credit has been authorized and processed for the transaction. The funds are credited back to the specified credit card. Denied: Transaction has failed credit card processing and has been declined, or disallowed, by the company issuing the credit card. Billed: Transaction is complete. Funds are charged to the credit card. Billed transactions must be preceded by an authorization. Authorized and Billed: Signifies successful output from the background settlement process. Manually Approved/Settled: Transaction is approved. Someone contacted the credit card service to obtain verbal approval. Change to Terms: Payment type has been changed from credit cardtopaymentterms. Cancel Order: Transaction is cancelled and is not subject to further processing. Processing: Transaction has been submitted for approval and is awaiting results. 182 PeopleSoft Proprietary and Confidential

203 Chapter 12 Managing Credit Card Payments Credit Card Auth Code (credit card authorization code) Authorization Date Message Status A reference number for an authorized transaction. Agents can manually enter the authorization code. The date that the transaction was authorized. A message regarding the authorization. For example, if a link is not working, you might see Interlink Error. Return to Case Return to Case ClicktoreturntotheCasepage. If you entered information on the page, then returning to the case without submitting the transaction for authorization causes the system to display a warning message. If you return to the case without submitting the transaction, the information is still in the Authorize Credit Card page and is saved to the credit card history when you save the case, even though the authorization status fields are blank. To prevent this from happening, you can either clear all data from the Authorize Credit Card page before returning to the case or close the case without saving. Reviewing Credit Card Transactions Access the Credit Card Process History page. The following field definitions describe only the fields that do not correspond to similarly named fields on the Authorize Credit Card page. Business Unit, Case Number, andsequence Number Return Message Status, Message 1, Message 2, and Message 3 Address Verification Service Contact Address The business unit and case number identify the case where the credit card charge originated. If multiple credit card transactions are associated with a case, the sequence number differentiates the transactions. Displays information regarding your authorization, billing, or credit request. Displays address verification results; for example, Exact Address Match. Click to access the Address Secondary page, where you can review the address information that was used to process the credit card transaction. PeopleSoft Proprietary and Confidential 183

204 Managing Credit Card Payments Chapter PeopleSoft Proprietary and Confidential

205 CHAPTER 13 Managing Material Returns This chapter provides an overview of material return processing and discusses how to create RMA transactions. Understanding Material Return Processing If you integrate PeopleSoft Support with PeopleSoft Inventory and PeopleSoft Purchasing or a third-party inventory and purchasing system, call center agents can generate return material authorizations (RMAs) for customers returning stock for replacement or repair or returning stock that was shipped in error. This section discusses: RMA process flows. RMA notifications. Defaults for RMA lines. We discuss this information in the documentation for understanding requisitions and understanding purchase orders. See PeopleSoft Purchasing PeopleBook Note. This chapter is relevant only to PeopleSoft Support; PeopleSoft HelpDesk applications do not incorporate RMA functionality. RMA Process Flows Agents using PeopleSoft Support can create four types of RMAs: Advanced exchange Return-and-replace Repair-and-return Return-to-stock Basic RMA Processing Regardless of RMA type, some processing steps are shared by all RMAs that are created in PeopleSoft Support: 1. A customer calls the agent and requests an RMA. 2. The agent opens a new or existing case for the customer and creates an RMA in PeopleSoft Support. PeopleSoft Proprietary and Confidential 185

206 Managing Material Returns Chapter When the RMA is saved, the system uses the Return Material Authorization EIP to stage the RMA for processing in the inventory business unit that has been defined on the RMA as the place to send the returned material. 4. The customer physically returns the material to the inventory business unit. 5. In PeopleSoft Inventory or your third-party inventory system, receipt of the returned material is recorded and the RMA in the inventory system is closed. Receipt status management for RMAs is handled by your inventory system. The following diagram illustrates the basic RMA processing flow: PeopleSoft CRM Support PeopleSoft Inventory or Third-Party Inventory System Create RMA RMA Form EIP Return To Inventory Business Unit RMA RMA Receiving and Putaway RMA processing flow We discuss this information in more detail in the documentation for defining financials and supply chain management general options. See PeopleSoft Applications Fundamentals for FSCM PeopleBook Advanced Exchange RMAs With the advanced exchange RMA type, you can create a replacement order for the customer at the time you create the RMA. For the item on the RMA line, you specify the replacement item or items. The replacement order can include any of the active items in your system. When you save the RMA form, the system stages the RMA in your inventory system using the Return Material Authorization EIP and creates a requisition request for the replacement order in your purchasing system using the Purchase Order Requisition EIP. The system obtains the ship to address for the customer s replacement order from the RMA form. We discuss this information in more detail in the documentation for introducing enterprise integration points, understanding the EIP catalog. See PeopleTools 8.42 PeopleBook: PeopleSoft Enterprise Integration The next diagram illustrates the advanced exchange RMA processing flow: 186 PeopleSoft Proprietary and Confidential

207 Chapter 13 Managing Material Returns PeopleSoft CRM Support PeopleSoft Inventory and PeopleSoft Purchasing or Third Party Inventory and Purchasing Systems Create Advanced Exchange RMA RMA Form EIP PO Requisition EIP Return To Inventory Business Unit RMA RMA Receiving and Putaway Yes Inventory Business Unit Material Stock request Ship to location entered on RMA Form Purchasing Business Unit Requisition PO Sourcing Quantity Available in Distribution Network? No Purchasing Business Unit Purchase Order Ship to location entered on RMA Form Advanced exchange RMA processing flow The Purchase Order Requisition EIP (enterprise integration point) enables you to requisition a replacement for the customer at the time the advanced exchange RMA is created. Note. PeopleSoft Purchasing or your third-party purchasing system handles the processing of the requisitions that are staged by the Purchase Order Requisition EIP. In your purchasing system, you must set processing defaults for the staged requisitions and perform any required actions to complete the ordering process. Return-and-Replace RMAs Unlike the advanced exchange RMA, orders for return-and-replace RMAs are not created until the returned material has been physically received at the specified return-to business unit: 1. When a person records receipt of material on a return-and-replace RMA in your inventory system, the system displays a message indicating that a replacement order is required. 2. Depending on your business process rules, the person manually enters a material stock request in your inventory system or a requisition in your purchasing system to replace the customer s returned material. 3. The person receiving the returned material uses the information on the RMA, such as the customer s address, information about the item, and quantity returned, to create the replacement order. PeopleSoft Proprietary and Confidential 187

208 Managing Material Returns Chapter To facilitate tracking of the replacement order in your inventory or purchasing systems, manually created replacement requisitions or material stock requests should also be created using the same ID as the RMA. The next diagram illustrates the return-and-replace RMA processing flow: PeopleSoft CRM Support PeopleSoft Inventory and PeopleSoft Purchasing or Third Party Inventory and Purchasing Systems Create Return-and- Replace RMA Return To Inventory Business Unit RMA RMA Receiving and Putaway System directs person who receives returned material to enter replacement order for RMA Per business rules, person manually enters a requisition or material stock request OR Create Material Stock Request (with same ID as RMA) Inventory Business Unit Material Stock request Ship to location entered on RMA Form Create Requisition (with same ID as RMA) Yes Inventory Business Unit Material Stock request Ship to location entered on material stock request Purchasing Business Unit Requisition PO Sourcing Quantity Available in Distribution Network? No Purchasing Business Unit Purchase Order Ship to location entered on Purchase Order Return-and-replace RMA processing flow For return-and-replace RMAs, replacement orders are manually created in your inventory or purchasing systems after the returned material has been physically received from the customer. Repair-and-Return RMAs You create repair-and-return RMAs when a customer is sending an item back to you for repair. As delivered, PeopleSoft CRM does not offer repair depot functions. However, if your business includes repair services, you can use the repair-and-return RMA option in conjunction with your business process rules. The repair-and-return RMA processing is similar to return-and-replace RMA processing: 1. The RMA is created in the specified return-to business unit in your inventory system. 2. A staff member in the facility where the item needing repairs is sent records the receipt of the RMA in your inventory system. 188 PeopleSoft Proprietary and Confidential

209 Chapter 13 Managing Material Returns 3. The staff member creates a work order for the necessary repairs, according to your business rules, and delivers the item to the appropriate staff for repair work. 4. The work order should include the ship-to address for the customer who is recorded on the RMA form and the RMA number (to facilitate RMA tracking across your enterprise). 5. When the repair work is complete, the material is shipped back to the customer using the address information from the RMA. The next diagram illustrates the repair-and-return RMA processing flow: PeopleSoft CRM Support PeopleSoft Inventory or your Third-Party System Create Repairand-Return RMA RMA Form EIP Return To Inventory Business Unit RMA RMA Receiving and Putaway Per business rules, a staff member manually creates a repair work order Repair-and-return RMA processing flow For repair-and-return RMAs, repair work orders are manually created per your business rules when the returned material is physically received from the customer. Return to Stock RMAs You create a return-to-stock RMA for a customer who is returning material with no need for a replacement. Typically, the customer has received the wrong shipment or been shipped too much quantity. The process flow for a return-to-stock RMA is identical to the basic RMA processing flow. We discuss this information in more detail in the documentation for receiving and putting away stock and transferring stock between business units. See PeopleSoft Inventory PeopleBook Note. RMAs can also be created for customers who return stock for orders that they placed, but decided against at the time of receipt. For billing purposes, we recommend that you use the RMA processes of your order management system to handle these cases. RMA Notifications As delivered, PeopleSoft Support offers the RMA receipt notification workflow. You can use this workflow to notify people who are assigned receiving manager and receiving agent roles in your system when an RMA shipment is expected from a customer. Once the workflow has been set up, the system sends your receiving managers and receiving agents a notification each time a new RMA is saved in PeopleSoft Support. Setting Up RMA Receipt Workflow Notifications To enable RMA notifications, you must define people in your system with receiving manager and receiving agent roles and establish their routing preferences and addresses. Here are steps for setting up RMA notification workflow: PeopleSoft Proprietary and Confidential 189

210 Managing Material Returns Chapter Assign receiving manager and receiving agent roles to the appropriate people in your system. When an RMA is created, the receiving managers and receiving agents receive notification that a receipt for returned material is expected. You associate the Receiving Manager or Receiving Agent role to a person in your system on the Roles page in the User Profile component. We discuss this procedure in the documentation for setting up user profiles. See PeopleTools 8.42 PeopleBook: PeopleTools Security 2. Define notification routing preferences for the people assigned receiving manager and receiving agent roles. When an RMA is created, the notification is published as a worklist entry, an , or both, depending on the routing preferences defined for the group member on the Workflow page in the User Profiles component. On that page, indicate whether the person is a worklist user, an user, or both. Note that if both the Worklist User and User check boxes are selected for the person, two notices an and a worklist entry will be published each time the workflow process is triggered for an RMA that is created. Define an address for each person with an notification preference. 3. Define valid addresses for the people who receive notifications. For each person with an routing preference for RMA notifications, define a primary address on the Address/Phone/ page of the Worker component. Note. Person IDs defined for the worker are associated with user IDs on the User Profile page of the Worker component under the Workforce menu or the User Profile component under the PeopleTools, Security, User Profiles menu. For workflow notifications to work as designed, each person in your system should be linked to only one user ID. 4. (Optional) Associate worklist groups with the people who are assigned receiving manager and receiving agent roles. When an RMA is created, a worklist entry can be created for the worklist group that is established for the people who are assigned receiving manager and receiving agent roles in your system. A worklist group must first be defined on the Group Worklist Setup page. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Managing Workers PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up and Using Worklists, Defining Group Worklists Default Values for RMA Lines On the RMA Header page, you can enter default values for the RMA Lines. Default values are distributed to the RMA lines when you: Save the RMA component (default values are applied to the corresponding fields with blank values on all RMA lines). Click the Details button on the RMA Header (default values are applied only to the specific RMA line that you are accessing). Insert a new RMA line (default values are applied only to the new RMA line). Enter or change the case ID (default values are applied to all RMA lines). 190 PeopleSoft Proprietary and Confidential

211 Chapter 13 Managing Material Returns Click the Copy to Existing RMA Lines link, specify default values to copy on the Copy To Existing RMA Lines page, and click OK. Note. If you change the default values at the RMA header level, use the Override Non-Blank Values option on the Copy To Existing RMA Lines page to distribute your changes to the RMA line level. The only exception to this rule is when you add a default value to a blank field on the header, and no value for that field exists at the RMA line level. In that case, the change is distributed to the line level automatically. See Also Chapter 13, Managing Material Returns, Specifying Information to Copy to Lines on the RMA Form, page 203 Creating RMA Transactions This section discusses prerequisites to creating RMAs and how to: Create and view RMA transactions. Enter RMA line information. Specify what information to copy to the current lines of an RMA form. Enter or view the address from which the material is being returned. Specify a ship-to address for replacement orders. Select the installed product record. View the installed product hierarchy. Add notes and attachments. If PeopleSoft Support is integrated with PeopleSoft Inventory and PeopleSoft Purchasing or a third-party inventory and purchasing system, you can create RMAs for customer returns using the pages in the RMA Form component or the Related Objects page in the Case component. Prerequisites Successful implementation of the RMA creation functionality depends on several setup steps, as follows: 1. Define inventory business units. Define business units in your inventory system that represent the warehouses that will receive returned material. Activate the Business Unit EIP to automatically insert the business units that are defined in your inventory system in the BUSINESS_UNIT_FS table in PeopleSoft CRM. This enables you to select the appropriate inventory business unit on the RMA Form. We discuss this procedure in more detail in the documentation for transferring stock between business units. See PeopleSoft Inventory PeopleBook 2. Synchronize item, product, and customer masters between PeopleSoft CRM and your purchasing and inventory systems. PeopleSoft Proprietary and Confidential 191

212 Managing Material Returns Chapter 13 Activate the Item Master EIP, the Product EIP, and the Customer EIP to populate your PeopleSoft CRM tables with the master data in your inventory and purchasing systems. Alternatively, you can manually enter item, product, and customer information in both PeopleSoft CRM and your inventory system. 3. Define requisition processing defaults in your purchasing system. Call center business units in PeopleSoft CRM that can create RMAs must be defined as a valid source of requisitions in your purchasing system. If you are integrating with PeopleSoft Purchasing, use the Requisition Loader Defaults component in PeopleSoft Supply Chain Management to define each call center business unit as a Loader BU. With the same component, you must establish processing defaults for requisitions that are staged by the call center business unit, including the purchasing business unit in PeopleSoft Purchasing that will process the requisitions. When defining procurement options in PeopleSoft Supply Chain Management, you can associate the call center business unit with an appropriate distribution network on the Ship To Locations page. Sourcing processes in PeopleSoft Purchasing can be configured to check available quantity in the distribution network before creating a purchase order with an external vendor. If quantity exists in one of the inventory business units in the defined distribution network, a material stock request is created to fulfill the requisition. We discuss this procedure in the documentation for structuring procurement options and defining financials and supply chain management general options. See PeopleSoft Applications Fundamentals for FSCM PeopleBook 4. Define requesters in PeopleSoft CRM and your purchasing system. The requester ID represents a person or an entity that initiates a requisition request. For advanced exchange RMA lines, the system populates the Requester field with the default requester ID that is defined on the User Preferences - Overall Preferences page. You can modify the requester ID as necessary. However, if you integrate with PeopleSoft Purchasing, the requester ID that you select for the RMA line created in PeopleSoft Support must be a valid user ID and requisition requester in PeopleSoft Purchasing. 5. Activate the associated EIPs. In your PeopleSoft Support and Inventory systems, activate the Return Material Authorization EIP. For advanced exchange RMAs, activate the Purchase Order Requisition EIP in PeopleSoft Support and in your purchasing system. 6. Enable your call center business units to create RMAs. On the Call Center BU page, select the RMA Creation option for each call center business unit in your enterprise that can create RMAs for customers and define an RMA Unit (inventory business unit). The RMA Unit is the default value that the system uses when RMAs are initiated from a case that is created for the call center business unit. 7. Define problem codes in PeopleSoft CRM and reason codes in PeopleSoft Inventory. When creating an RMA in PeopleSoft Support, you must specify a problem code. You set up problem codes for RMAs on the Problem Codes page under the Set Up CRM, Common Definitions, Codes and Auto Numbering, Problem Codes menu. If you are integrating with PeopleSoft Inventory, the problem codes that you select for RMAs in PeopleSoft Support must match the reason codes that are established on the Reason Code page in PeopleSoft Inventory. Also, the matching reason codes in PeopleSoft Inventory must be defined with a reason type of Return Material Authorization. When the RMA form is created in PeopleSoft Inventory, the problem code is used as the reason code. If the reason code on the RMA form does not exist in PeopleSoft Inventory, an error is logged when the RMA EIP application message is processed. 8. Createacaseforacustomer. 192 PeopleSoft Proprietary and Confidential

213 Chapter 13 Managing Material Returns Create a case using the Case component in PeopleSoft Support. RMAs must be associated with a case in your system. You cannot create an RMA without first creating a case. See Also Chapter 3, Defining Call Center Business Units, page 19 Chapter 8, Managing Cases, page 77 PeopleSoft 8.8 CRM FieldService PeopleBook, Integrating With PeopleSoft Applications PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Defining Items PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Products PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Understanding Business Object Relationship Model Components PeopleSoft Proprietary and Confidential 193

214 Managing Material Returns Chapter 13 Pages Used to Create RMA Transactions Page Name Object Name Navigation Usage RMA Header RF_RMA_HDR Support, Returns, RMA Header RMALines RF_RMA_LINE Click the Details button on the RMA Header page. Create RMA transactions for customers who are returning material to inventory; view previously created RMA transactions. Enter information for an RMA line that is different from the default RMA line information that is defined on the RMA Header page. Copy Line Defaults to Existing RMA Lines RF_RMA_OVRRIDE_SEC Click the Copy to Existing RMA Lines link on the RMA Header page. Indicate what information to copy to the current lines of the RMA form. RMA Header Return From Address RF_RMA_HDR_ADDR Click the Override Address link or Display Address link on the RMA Header page. Enterorviewtheaddress from which the material is being returned. RMALineShipToAddress RF_RMA_LINE_ADDR Click the Override Address link or Display Address link on the RMA Line page. RMA Form - Notes and Attachments RF_RMA_NOTE Support, Returns, Notes and Attachments Installed Product List RF_RMA_PROD_SEC Click the Lookup button for the Product ID or Item ID field in the RMA lines group box. Then click the appropriate Product ID. If more than one product matches the Product ID, the system displays a list. Enterorviewtheship-to address for replacement orders that are associated withaspecificrmaline. Record comments and attach files that are related to an RMA form. View installed products. Installed Product Viewable Hierarchy RF_INSTPROD_VH_SEC Click the View Inst Product Hierarchy button on the RMA Header page. View the installed product hierarchy for the specified customer Click the View Inst Product Hierarchy button on the RMA Line page. Creating an RMA Transaction Access the RMA Header page. 194 PeopleSoft Proprietary and Confidential

215 Chapter 13 Managing Material Returns RMA Header page (1 of 2) RMA Header page (2 of 2) Note. RMAs can also be created from the Related Object page in the Case component. If your implementation includes PeopleSoft Inventory, and you logged on to the portal using the single sign-on feature, you can click the View Status link to access the RMA Form page in PeopleSoft Inventory, where you can check the status of the RMA. The View Status link is disabled in Add mode. Similarly, the Requisition Workbench link appears if your implementation includes PeopleSoft Purchasing, and you logged on to the portal using the single sign-on feature. This link is active only in Update/Display mode when at least one RMAlinehastheRMAtypeAdvanced Exchange. The Requisition Workbench link is disabled in Add mode. Line Defaults The fields in this group box provide default information for each RMA line that you add. The information that is defined in these fields can be modified for each RMA line. PeopleSoft Proprietary and Confidential 195

216 Managing Material Returns Chapter 13 Note. The information that is defined at the line level takes precedence over the information that is defined at the header level. RMA Type Select the type of RMA processing to be used for the returned material. Options are: Advanced Exchange: Immediately creates a replacement order for the item that the customer is returning. The replacement order can be for the same item or for different items. You can specify the replacement on the RMA Line page. Repair and Return: The customer is returning an item for repair. Note. As delivered, PeopleSoft FieldService does not provide depot repair functionality. Return and Replace: The item that the customer is returning must be received before a replacement order can be created. Return to Stock: The customer is returning material with no need for a replacement. We also discuss returns in the documentation for receiving and putting away stock See PeopleSoft Inventory PeopleBook Case The identification number of the case that the RMA is associated with. All RMAs represent returns from customers and must be associated with a case. Click the transfer button to view the case in PeopleSoft Support. Note. When you select a case, the system uses information from the case to populate as many fields as possible on this page. If you select a case with a product, serial ID, or item, the system also populates the product, item, serial ID, and address information on the RMA Line page. The values on the RMA Line page that are populated from the case information will not be replaced by the default values that are defined at the header level of the RMA unless you select the Override Non-Blank Values option on the Copy Line Defaults to Existing RMA Lines page. Note. If more than one installed product record exists for a customer and product entered on the case, the system displays the Installed Product List page, where you can select the applicable installed product record. Problem Code The reason that the customer is returning the item. Problem codes must first be established for the setid on the Problem Codes page under the Set Up CRM, Common Definitions, Codes and Auto Numbering, Problem Codes menu. 196 PeopleSoft Proprietary and Confidential

217 Chapter 13 Managing Material Returns Note. If you are integrating with PeopleSoft Inventory, the problem codes that you select for RMAs in PeopleSoft Support must match the reason codes that have been established on the Reason Code page in PeopleSoft Inventory. Return From This group box displays information about the customer who is returning material. These values provide the default ship to information for Advanced Exchange, Return and Replace, and Repair and Return RMA lines. Customer The name of the customer who is returning the material. The customer name is populated from the case, but can be changed. Customer records are established in your system using the Company or Consumer components under the Customers CRM menu. Click the transfer button to access the appropriate component. Note. Before an RMA can be created, a ship to role must be defined for the customer using either the Company or Consumer components, as appropriate. Contact The name of the person who requested the RMA on behalf of the customer in last name, first name format. The system populates this field with the contact name that was entered on the case, if available, or with the name of the primary contact who is associated with the customer. You can modify this value. Contacts can be associated with a customer or a customer site using the Company, Consumer, Contact, or Site component under the Customers CRM menu. Click the transfer button to access the Contact component. Note. Acontact is required if the specified customer is a company, but optional if the customer is a consumer. Site Address The identification of the customer site from which material is being returned. Customer site information can be established on the Company, Consumer, or Site component under the Customers CRM menu. Click the transfer button to access the Site component. The sequence number that is associated with the ship-to address that is specified for the customer or customer site. When entering a new RMA, click the Override Address link to modify the address on the RMA Header Return From Address page. When viewing an existing RMA, click the Display Address link to view the address information. The system populates the address sequence number with the sequence number of the primary ship-to address that is defined for the site, if entered, or the primary ship-to address that is defined for the customer. Note. For advanced exchange, return-and-replace, and repair-and-return RMAs, the default address represents both the return from and the ship-to address for the replacement item. To enter a different address for the ship-to address, override the ship-to address on the RMA line. PeopleSoft Proprietary and Confidential 197

218 Managing Material Returns Chapter 13 Phone The sequence number of the telephone information that is associated with the contact or customer. The system populates this field with the sequence number that is associated with the contact s primary telephone information. If no contact is specified, the system populates this field with the sequence number that is associated with the company or the consumer s primary telephone information. You can modify this value. When you select a telephone sequence number, the system populates the other telephone fields. When adding a new RMA, you can enter a phone number using the Int l Prefix (international prefix), Phone Number, and Ext (extension) fields. The sequence number of the address that is associated with the customer, contact, or site. The system populates this field with the sequence number that is associated with the contact s primary information. If no contact is specified, the system populates this field with the sequence number that is associated with the company or consumer s primary information. You can modify this value. When you select an sequence number, the system populates the other fields. When adding a new RMA, you can enter an address in the Address field. Return To This group box indicates the business unit that identifies the inventory distribution center, warehouse, or repair depot that will receive the returned material. Return To IBU (return to inventory business unit) Est Return Date (estimated return date) The inventory business unit where the customer will ship the returned material. In PeopleSoft Support, a default value for this field is specified for the call center business unit on the Call Center BU page. If PeopleSoft Inventory is installed, this is a PeopleSoft Inventory business unit. The date that the returned item is expected to be received at the inventory business unit defined as the Return To IBU. When you add a new RMA, you can specify an estimated return date for informational purposes only. The default value for this field is the current date. Copy to Existing RMA Lines Click the Copy to Exiting RMA Lines link to access the Copy Line Defaults to Existing RMA Lines page, where you can specify what information to copy to the current lines of the RMA form. RMA Lines This grid lists the items and item quantities that the customer is returning. When you create an RMA, you can add a row for each item that the customer is returning. Note. The information that is defined at the line level takes precedence over the information that is defined at the header level. Click the Details button to access the RMA Lines page, where you can view or override default information for the specific RMA line if necessary. 198 PeopleSoft Proprietary and Confidential

219 Chapter 13 Managing Material Returns Item ID Qty Returned (quantity returned) UOM (unit of measure) Serial ID The identification of the item that the customer is returning. The amount of the item that the customer is returning. For serial-controlled items, this quantity must be 1. The standard unit of measure defined for the item. The serial number or ship-serial number of the item that the customer is returning, if applicable. If the item is serial-controlled, a serial number is required for the RMA. If necessary, a different serial number can be entered at the time of receipt. Ship-serial IDs are optional for ship-serial-controlled items. Note. If a value is entered for an item that is not serial controlled or ship-serial controlled in your system, the value is removed at save time. Lot ID The lot number of the item that the customer is returning, if applicable. Lot IDs are optional for lot-controlled items. Note. If a value is entered for an item that is not lot-controlled in your system, the value is removed at save time. Product ID The identification of the product that the customer is returning. Note. If more than one installed product record for an item ID, serial number, or product is found, the system displays the Installed Product List page, where you can select the applicable installed product record. Click the Search button to view the installed product records that meet the customer, site, product, and serial number that have been entered. The system displays the parent, child, and sibling relationships for the selected installed product records on the Installed Product Viewable Hierarchy page. Added Last Modified The date and time that the RMA was created and the name of the person who created it. The date and time that the RMA was last modified. See Also Chapter 10, Working Cases, Working With Related Objects, page 153 Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Problem Codes for PeopleSoft Support Material Returns, page 51 PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Tracking Installed Products Entering RMA Line Information Access the RMA Lines page. PeopleSoft Proprietary and Confidential 199

220 Managing Material Returns Chapter 13 RMA Lines page (1 of 2) RMA Lines page (2 of 2) Use this page before you save the RMA Form component. After saving the RMA Form component, use the RMA Lines page to view the information that was sent to PeopleSoft Inventory or your third-party inventory system. RMA Lines For each RMA line, this scroll area displays the following information: RMA Line Type The type of RMA processing that will be used for the returned material. Options are: 200 PeopleSoft Proprietary and Confidential

221 Chapter 13 Managing Material Returns Advanced Exchange: Immediately creates a replacement order for the item that the customer is returning. The replacement order can be for the same item or for a different item. You can specify the replacement in the Replacement Item(s) grid. The system populates the replacement item and requested quantity using the values defined for the return item and returned quantity. Repair and Return: The customer is returning an item for repair. Return and Replace: The item that the customer is returning must be received before a replacement order can be created. Return to Stock: The customer is returning material that was originally requested on a case that was not needed. Requester The ID of the person or entity that is associated with the requisition request. The system populates this value with the default requester ID that is defined on the User Preferences - Overall Preferences page. You can modify the requester ID as necessary. If you have implemented PeopleSoft Purchasing, you can use the requester ID to check the status of all the requisitions that have been entered by a specific person using the Requisition Workbench. We discuss this procedure in the documentation for reviewing requisition information. See PeopleSoft Purchasing PeopleBook Important! If you integrate with PeopleSoft Purchasing, the requester ID must be a valid user ID and requisition requester in PeopleSoft Purchasing. Requesters are established on the Requester Setup page in PeopleSoft Supply Chain Management under the Structure Procurement Options menu. Problem Code The reason that the customer is returning the item. Problem codes must first be established for the setid on the Problem Codes page. Return From/Ship Exchange To This group box indicates the location from which the material is being returned and where to ship the items listed in the Replacement Items(s) grid. The system populates these fields with the return from information that is identified on the RMA Header page. Site ID Address The identification of the customer site from which material is being returned. Click the transfer button to access the Site component under the Customers CRM menu. The address sequence number associated with the one of the ship-to addresses specified for the customer or customer site. When entering a new RMA, click the Override Address link to modify the address on the RMA Header Return From Address page. When viewing an existing RMA, click the Display Address link to view the address information. Return To This grid indicates the business unit that identifies the inventory distribution center, warehouse, or repair facility that will receive the returned material. PeopleSoft Proprietary and Confidential 201

222 Managing Material Returns Chapter 13 Return To IBU (return to inventory business unit) Est Return Date (estimated return date) The business unit where the customer will ship the returned material. The date that the returned item is expected to be received. When you add a new RMA, you can specify an estimated return date for informational purposes only. The current date is the default value for this field. Returned Item This group box captures information about the item that the customer is returning. Serial ID The serial number or ship-serial number of the item that the customer is returning, if applicable. If the item is serial-controlled, a serial number is required for the RMA. If necessary, a different serial number can be entered at the time of receipt. Ship-serial IDs are optional for ship-serial-controlled items. Note. If a value is entered for an item that is not serial or ship-serial controlled in your system, the value is removed at save time. Lot ID The lot number of the item that the customer is returning, if applicable. Lot IDs are optional for lot-controlled items. Note. If a value is entered for an item that is not lot controlled in your system, the value is removed at save time. Product ID The identification number of the product. Click the transfer button to access the Product Definition component. Click the Search button to view the installed product records that meet the customer, site, product, and serial number that have been entered. The system displays the parent, child, and sibling relationships for the selected installed product records on the Installed Product Viewable Hierarchy page. Item ID The identification of the item that the customer is returning. The system displays the description of the selected item next to this field. Items must be established in your system tables using the Item Definition page or the Item Master EIP and must have a status of Active, Hold, Discontinue, or Inactive. Click the transfer button to access the Item Definition component. Note. If more than one installed product record for an item ID, serial number, or product is found, the system displays the Installed Product List page, where you can select the applicable installed product record. Qty Returned (quantity returned) The amount of the item that the customer is returning in the item s standard unit of measure. For serial-controlled items, this quantity must be 1. Replacement Item(s) For advanced exchange RMA lines, this grid displays information about the items that are shipped to the customer. The system populates the ID and quantity of the returned item; you can specify another item. 202 PeopleSoft Proprietary and Confidential

223 Chapter 13 Managing Material Returns Item ID The identification of the item that will be shipped to the customer. The system displays the description of the selected item next to this field. Items must be established in your system tables using the Item Definition page or the Item Master EIP. Only items with an Active status can be selected as replacement items. Click the transfer button next to the item ID to access a transfer page with the following links: Item Definition: Click to access the Item Definition page, where your can view the item s definition in PeopleSoft CRM. Item Substitutes: Click to access the Substitutes page, where you can view and select one of the substitute items that have been defined for the item in PeopleSoft CRM. This link is not available after the RMA has been saved. Item Balance: Click to access the Item Balance by Business Units page, where you can view the quantity available and quantity on-hand for each of the inventory business units in the distribution network defined for your call center operations. This link appears only if your implementation includes integration with PeopleSoft Inventory or a third-party inventory system. We discuss this procedure in the documentation for inquiring and reporting about on-hand stock. See PeopleSoft Inventory PeopleBook Item Availability: Click to access the Item/Product Availability inquiry page in PeopleSoft Inventory, where you can check the current quantity available for an item or product as well as the projected future availability. This link appears only if your implementation includes PeopleSoft Inventory and you have logged on to the portal using the single sign-on feature. Qty Requested (quantity requested) Comments The quantity of the item that will be shipped to the customer in the item s standard unit of measure. The system displays the quantity returned; you can modify this quantity. Notes about the RMA line. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Checking Item Balances and Availability Specifying Information to Copy to Lines on the RMA Form Access the Copy Line Defaults to Existing RMA Lines page. PeopleSoft Proprietary and Confidential 203

224 Managing Material Returns Chapter 13 Copy Line Defaults to Existing RMA Lines page Select a check box to define which information should be copied from the fields under Line Defaults on the RMA Header page to the existing RMA lines on the RMA Lines page. Copy All Defaults Copy Selected Defaults Select to copy all of the default information that is listed under the Copy Selected Defaults option. Select to specify a subset of the available default information by selecting one or more of the check boxes listed for this option. Note. If you select Copy Ship From/Ship To Address, the system copies the sequence number as well as the address fields. If you select Copy Return to IBU/Date, the system copies both the return to IBU and the estimated return date. Override Non-Blank Values Select to populate the fields of the RMA lines with the specified default values, overriding existing values as necessary. If this option is not selected, only RMA lines with blank values will be populated with the default information. Entering or Viewing the Return From Address Information Access the RMA Header Return From Address page. 204 PeopleSoft Proprietary and Confidential

225 Chapter 13 Managing Material Returns RMA Header Return From Address page For advanced return-and replace RMA types, this address is used as the default ship-to address for the replacement order. The system populates this page using the address information that is associated with the address sequence number that is specified on the RMA Header Page. You can modify this information until the RMA has been saved. Specifying a Ship To Address for Replacement Orders Access the RMA Line Ship To Address page. PeopleSoft Proprietary and Confidential 205

226 Managing Material Returns Chapter 13 RMA Line Ship To Address page The system displays the address information that is associated with the address sequence number that is specified on the RMA Line page. You can modify the address for this RMA line until the RMA is saved. Selecting the Installed Product Record Access the Installed Product List page. Installed Product List page This page lists all of the installed product records that matched the serial ID or product ID that you selected for the RMA. Select the check box for the correct record and click Return. The system populates the fields on the RMA with the values from the row that you selected. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Tracking Installed Products 206 PeopleSoft Proprietary and Confidential

227 Chapter 13 Managing Material Returns Viewing the Installed Product Hierarchy See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Tracking Installed Products, Viewing Installed Products. Adding Notes and Attachments See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, WorkingWithNotes. PeopleSoft Proprietary and Confidential 207

228 Managing Material Returns Chapter PeopleSoft Proprietary and Confidential

229 PART 3 Self-Service Chapter 14 Configuring Self-Service Chapter 15 Working with Self-Service Transactions

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231 CHAPTER 14 Configuring Self-Service This chapter provides an overview of self-service configuration options and discusses how to: Hide specific fields in the self-service case components. Configure Contact Me notifications. Associate solutions with reasons for closing cases. Update search descriptions. Configure troubleshooting guide and FAQ solution libraries. See Also Chapter 3, Defining Call Center Business Units, page 19 Understanding Self-Service Configuration This section discusses: Field configuration for self-service components. Notifications and the Contact Me Regarding This Problem button. Contact Us by Chat. Association of solutions with case closure reasons. Search descriptions for predefined searches. Troubleshooting guide and FAQ configuration. Field Configuration in Self-Service Components Self-service components are simpler than the full-featured, agent-facing components. The simplified self-service interface makes the transaction easier to use and provides a level of security by preventing self-service users from seeing or updating certain fields. Certain fields, such as the case summary, always appear in self-service components. Other fields can be configured according to your organization s needs. The configuration is component-specific. For example, you can hide the priority field in the component that is used to search for cases and still show the case priority in the component that is used to review case information. The following table lists the eight components that you can configure: four each for PeopleSoft Support and PeopleSoft HelpDesk. PeopleSoft Proprietary and Confidential 211

232 Configuring Self-Service Chapter 14 Component Description PeopleSoft Support Components PeopleSoft HelpDesk Components Review and manage a case. RC_CASE_SW_SS RC_CASE_HD_SS Search for existing cases. RC_CASE_SS_SRCH RC_CASE_HD_SS_SRCH Create a new case. RC_CASE_SW_SS_RPT RC_CASE_HD_SS_RPT Search solutions (without a case). RC_SOLNSRCH_SW_SS RC_SOLNSRCH_HD_SS Notifications and the Contact Me Regarding This Problem Button If you include the Contact Me Regarding This Problem button on the self-service pages, you need to ensure that clicking this button sends the appropriate notifications. PeopleSoft delivers component event processing objects (events, event handlers, and templates) to support this process. The delivered component event processing objects send notifications to the assignee (agent or provider group) or, for unassigned cases, to the provider group specified on the Case Defaults page as the Contact Me Provider Group. Separate events for and worklist notifications enable the system to send notifications using the recipient s preferred notification method. See Also Chapter 3, Defining Call Center Business Units, page 19 Contact Us by Chat Chat functionality enables agents to communicate with customers via live two-way text chat. Customers request a live chat and the system routes the request to an available agent. When the agent accepts the chat, the agent s chat window automatically displays the 360 degree view of the customer. See Also PeopleSoft 8.8 CRM Multichannel Applications PeopleBook, PeopleSoft CRM Chat Association of Solutions With Case Closure Reasons Closed cases must be associated with a successful solution. When a self-service user closes a case, the Close Case page prompts the user for a reason. The system derives the successful solution from the reason that the self-service user enters. There are two types of reasons that self-service users can give: A predefined reason (as established in the Reason Code page). Use the Reason and Solution Link page to associate solutions with each of the predefined reasons. 212 PeopleSoft Proprietary and Confidential

233 Chapter 14 Configuring Self-Service If the user selects a reason that does not have an associated solution, the system creates and uses a new solution of type Canned. The reason code self-service description becomes the solution summary. A free-form text reason. If the user enters a free-form text reason, the system creates and uses a new solution of type Adhoc. The text that the user enters becomes the solution summary. See Also Chapter 9, Resolving Cases, page 117 Chapter 4, Setting Up Call Center Prompt Tables, page 37 PeopleSoft 8.8 CRM Services Foundation PeopleBook, Setting Up Solution Management PeopleSoft 8.8 CRM Services Foundation PeopleBook, Managing Solutions Search Descriptions for Predefined Searches Self-service users have access to predefined searches that locate cases that are associated with the user. The following explains which cases users can access and describes the predefined searches. Case Accessibility Self-service cases can be accessed by: The person or company for whom the case was created. - In support cases that are created for companies, this is anyone who acts as a contact for the company, regardless of whether that person is associated with the case in question. - In support cases that are created for consumers, this is the consumer. - In help desk cases, this is the employee. The case contact. - In support cases that are created for companies, this person is identified in the Contact field as the contact for the case in question. - In support cases that are created for consumers, this can be the consumer or another person. Because support cases require contact information, consumers acting on their own behalf are entered in both the Customer field and the Contact field. - In help desk cases, this is the alternative contact. Not all help desk cases have an alternative contact. Employees acting on their own behalf are not considered alternative contacts. A person who is a contact for more than one customer (for example, a consultant who works with several of your customers) uses the Customer Selection pagelet in PeopleSoft Customer Portal to indicate which company s information to access. Case Searching Self-service users can search for existing cases in two ways: PeopleSoft Proprietary and Confidential 213

234 Configuring Self-Service Chapter 14 Basic search. The user chooses from eight predefined searches. Advanced search. The user can search on keywords, including field-specific search criteria. There are two categories of predefined searches (searches in both categories search across business units): Searches for all cases, which locate all cases that the user can access: - In PeopleSoft Support, a company contact sees all of that company s cases, including cases for which the user is not the contact. - In PeopleSoft Support, consumers see all cases that are reported on their behalf (regardless of the contact) and all cases for which they are contacts (regardless of the customer). - In PeopleSoft HelpDesk, employees see all cases that are reported on their behalf (regardless of the contact) and all cases for which they are alternate contacts (regardless of who the case was reported for). The delivered name for this search is all my cases. Searches for cases for which I am the contact. These searches locate cases where the self-service user is the contact without regard to the person or company for whom the case was created. - In PeopleSoft Support, a person representing a company sees cases for the company that is being represented, but only those for which the user is the contact. - In PeopleSoft Support, consumers see cases for which they are the contact. Unless another person is identified as the case contact, consumers are considered their own contacts. - In PeopleSoft HelpDesk, employees see cases for which they are the alternate contact. This search does not retrieve cases for which the user is the employee and there is no alternate contact, even though the absence of an alternate employee implies that the employee is the case contact. There are eight predefined searches based on these two search types. The following table lists the searches. When you configure descriptions for the searches, you set up different descriptions for each delivered role type: contact, consumer, broker, and employee. Search Code Description COALL All cases. COL30 All cases reported in the last 30 days. COL7D All cases reported in the last 7 days. COOPN All cases that are still open. MEALL Cases for which I am the contact. 214 PeopleSoft Proprietary and Confidential

235 Chapter 14 Configuring Self-Service Search Code Description MEL30 Cases for which I am the contact and that were reported in the last 30 days. MEL7D Cases for which I am the contact and that were reported in the last 7 days. MEOPN Cases for which I am the contact and that are still open. Note. If you add additional role types that apply to self-service users, remember to set up corresponding predefined searches. The system does not do this for you. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Defining Control Values for Business Objects, Defining Role Types and Categories Troubleshooting Guide and FAQ Configuration The Customer Care self-service page gives customers direct access to solutions and troubleshooting guides that are associated with certain solution libraries. Note. Troubleshooting guides and FAQs are used in PeopleSoft Support only; PeopleSoft HelpDesk applications do not use this feature. Troubleshooting Guides To make a troubleshooting guide script available to self-service users, you associate it with a solution library. Solution libraries can be associated with only one script, so you must create a library for each script. When self-service users select a script, they see the library name, not the script name. Frequently Asked Questions (FAQs) The Customer Care - Frequently Asked Questions page enables customers to select a solution library and view the solutions in that library. To make solutions libraries available for selection in self-service, you create a solution library called FAQ and you associate the FAQ library with the library that is to be made available. For example, suppose you want to create FAQs libraries for two product lines: laptops and desktops. Create a solution library for each product line, and associate the library called FAQ with each of those two libraries. You then associate solutions with the laptop and desktop libraries not with the FAQ library. When self-service users access the Frequently Asked Questions page, they see two possible topics: laptops and desktops. When they select a topic, they see solutions associated with the corresponding library. PeopleSoft Proprietary and Confidential 215

236 Configuring Self-Service Chapter 14 See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Defining Control Values for Business Objects, Defining Role Types and Categories Chapter 15, Working with Self-Service Transactions, Selecting and Running Troubleshooting Guides, page 253 PeopleSoft 8.8 CRM Services Foundation PeopleBook, Setting Up Solution Management PeopleSoft 8.8 CRM Services Foundation PeopleBook, Managing Solutions Hiding Fields in the Self-Service Case Components This section discusses how to: Review configurable fields for a self-service component. Hide selected fields in the self-service component. Note. If you disabled fields such as Product on the Call Center Configuration page and assigned the template to a business unit that you are using for self service, you should disable the same fields on the Self Service - Page Configurator page. Pages Used to Review and Hide Fields in the Self- Service Case Components Page Name Object Name Navigation Usage RC_CONFIG_MST Set Up CRM, Product Related, Call Center, Self-Service Configuration, Page Configurator System Data Page Configurator - System Data Page Configurator RC_CONFIG_COMP Set Up CRM, Product Related, Call Center, Self-Service Configuration, Page Configurator Review configurable fields in a self-service component. Configure which fields to displayintheself-service component that you re configuring. Reviewing Fields Access the Page Configurator - System Data page. 216 PeopleSoft Proprietary and Confidential

237 Chapter 14 Configuring Self-Service Page Configurator - System Data page Normally you do not need to update this data. However, if necessary, a system administrator can use this page to change the text used to describe the field on the Page Configurator page. Component Name Market Component Interface Name Displays the name and description of the component whose configurable fields you are reviewing. PeopleSoft delivers data for all six self-service components. Displays the value Global, unless you licensed PeopleSoft CRM for a different market, for example HelpDesk for Human Resources (HR HelpDesk). The component interface that is used to perform the operations that are related to this component. Page Configurator - System Data This grid lists the fields that can appear in the component that you re configuring. Do not add fields to the list unless you are also using PeopleSoft Application Designer to make corresponding changes to the pages in the specified component. Avoid deleting fields from the list. To remove a field from the self-service component, use the Page Configurator page. Level Primary Record The level of the record containing the field. The level relates to the parent/child relationships among the records on which the component is based. Enter the primary rowset for the component. Rowsets are hierarchical data objects that represent the scrolls, rows, records, and fields in the component buffer. To determine the primary rowset for a component, look at the Structure tab of the component definition in PeopleSoft Application Designer. PeopleSoft Proprietary and Confidential 217

238 Configuring Self-Service Chapter 14 Record (Table) Name Field Name Description The record containing the field. The field that is to be configured. The field label that is to be used on the Page Configuration page. The description is most useful if it matches the field label that appears in the self-service component. Hiding Fields in the Self-Service Case Component Access the Page Configurator page. Page Configurator page Business Unit Label Business Unit is a required field for cases. If you display the Business Unit field on the self-service pages, enter a label to be used for the field. The label should give self-service users a good indication of the types of options they ll see when they prompt for a business unit name. For example, if your business units represent geographical divisions, the label might be Region; if your business units represent product divisions, the label might be Product Line. If you do not display the Business Unit field on the self-service pages, any cases that are created through self-service are assigned to the self-service user s default business unit (as established on the User Preferences - Call Center page). Be sure to establish defaults for your self-service users; otherwise, they will not be able to create new cases. 218 PeopleSoft Proprietary and Confidential

239 Chapter 14 Configuring Self-Service Hide Description Select to keep the associated field from appearing in the self-service component. Hiding a field does not prevent the system from entering any default value specified on the Case Defaults page. This column lists the elements that can appear in the self-service component. The field descriptions that you see come from the settings on the Page Configurator - System Data page. Configurable elements fall into two categories: Display fields such as Business Unit and Status. Buttons such as Add Note or Attachment, Search for Solutions, and Contact Me Regarding This Problem. Note. If you make the Problem Type field visible to self-service users, be sure that the descriptions of your product competencies are appropriate for that audience. For example, if a self-service user reports a problem with a laptop, a problem type of Network Connectivity makes more sense than a problem type of Network Certification or Works Independently. You might need to set up competencies specifically for use as problem types. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Security and User Preferences, Defining User Preferences Configuring Contact Me Notifications This section discusses how to configure Contact Me Regarding This Problem notifications. Note. The Contact Me Regarding This Problem button is specific to call center self-service pages; it is different from the Contact Us page that customers use to submit general-purpose questions and feedback to your organization. Refer to the PeopleSoft CRM Portal Pack PeopleBook for information about the Contact Us pagelet and its related notifications. To configure Contact Me notifications: 1. If you do not want to use the delivered template for your notifications, create a new template. 2. If you do not use the delivered event handlers, set up event handlers for the four events that capture the use of the Contact Me Regarding This Problem button. See Also Appendix A, Delivered Call Center Event Handlers, page 255 PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Component Event Processing PeopleSoft Proprietary and Confidential 219

240 Configuring Self-Service Chapter 14 Associating Solutions With Reasons for Closing Cases This section discusses how to associate solutions with reasons for closing cases through self-service. Page Used to Associate Solutions With Reasons for Closing Cases Page Name Object Name Navigation Usage Reason and Solution Link RC_REASON_SOLN Set Up CRM, Product Related, Call Center, Self-Service Configuration, Reason and Solution Link Identifying Solutions Access the Reason and Solution Link page. Identify the solutions that are to be used as the successful resolution for cases that users close through self-service. Reason and Solution Link page Reason Code Solution ID This column lists all reasons of the type Reason Closed that you have set up for this setid. These are the reasons that a self-service user can choose from when closing a case. Select the solution that represents this reason. When a self-service user closes a case and selects a reason, the associated solution is added to the case as a resolution with the status Successful Resolution. If a reason does not have an associated solution, then the first time that a self-service user closes a case with that reason, the system creates a new solution of the type CANNED and associates it with that reason. The next time that reason is used, the solution that was previously created is used. 220 PeopleSoft Proprietary and Confidential

241 Chapter 14 Configuring Self-Service Updating Search Descriptions This section discusses how to update descriptions of the predefined searches that are available to self-service users. Page Used to Update Search Descriptions Page Name Object Name Navigation Usage Predefined Search Attributes RC_DEFINED_SRCH Set Up CRM, Product Related, Call Center, Self-Service Configuration, Predefined Search Attributes Update descriptions of the predefined searches that are available to self-service users. Updating Predefined Search Descriptions Access the Predefined Search Attributes page. Predefined Search Attributes For each combination of search code and customer role type, review the search description and modify it as needed. Configuring Troubleshooting Guide and FAQ Solution Libraries This section discusses how to: Make solutions available in the Customer Care - FAQ page. Make troubleshooting guides available in the Customer Care - Troubleshooting Guide page. PeopleSoft Proprietary and Confidential 221

242 Configuring Self-Service Chapter 14 Note. This section applies only to PeopleSoft Support, not to PeopleSoft HelpDesk applications. Pages Used to Configure FAQ and Troubleshooting Guide Solution Libraries Page Name Object Name Navigation Usage Troubleshooting Guide RBT_TGUIDE_SETUP Set Up CRM, Product Related, Call Center, Self - Service Configuration, Troubleshooting Guide Setup Solution Library Setup RC_SOLN_LIB_SETUP Set Up CRM, Product Related, Solution, Solution Library Configuring a Troubleshooting Guide Solution Library Access the Troubleshooting Guide page Identify scripts that customers can access through self-service. Create solution libraries. Troubleshooting Guide page Script ID Select the script to run when the self-service user selects the solution library. Configuring a FAQ Solution Library Access the Solution Library Setup page. Because each library is associated with a single script, you must create additional libraries for each script that you want to make available to self-service users. 222 PeopleSoft Proprietary and Confidential

243 Chapter 14 Configuring Self-Service Solution Library Setup page To configure a FAQ solution library: 1. Create a solution library called FAQ. This library should not have any associated solutions, nor should it be searchable in Solution Advisor. It exists only so it can be associated with other libraries. 2. Create the solution library that is to be exposed to self-service users. a. Give the library a name that makes sense to self-service users selecting a FAQ topic. b. Add the FAQ library to the Solution Library Defaults grid The association with the FAQ library makes the library and all of the solutions in the library visible to self-service users. PeopleSoft Proprietary and Confidential 223

244 Configuring Self-Service Chapter PeopleSoft Proprietary and Confidential

245 CHAPTER 15 Working with Self-Service Transactions This chapter provides an overview of self-service transactions and discusses how self-service users: Access self-service transactions. Create a case. Manage existing cases. Search for solutions. Access frequently asked questions. Select and run troubleshooting guides. Run scripts in self-service. Understanding Self-Service Transactions PeopleSoft CRM call center applications enable you to deploy self-service transactions that callers can use to enter and view their own cases. These transactions provide limited access to case information and employ a simple interface that is suited to the casual, untrained user. This section discusses: Self-service transactions. Configurable functionality. Self-service interface elements. Self-service data access. Solution tracking in self-service. Confirmation pages. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Working with Customer Self-Service Transactions Self-Service Transactions The following transactions are available to PeopleSoft Support, PeopleSoft HelpDesk and PeopleSoft HelpDesk for Human Resources self-service users. PeopleSoft Proprietary and Confidential 225

246 Working with Self-Service Transactions Chapter 15 Search for solutions outside the context of a case. Create a new case. Manage cases: search for, review, and update existing cases. FAQ: access solutions that belong to the solution library with a specific FAQ configuration. Troubleshooting guide: access and run troubleshooting guide scripts that have been associated with solution libraries. Configurable Functionality Within the transactions used to create and manage cases, certain functionality depends on your system configuration. Self-Service Page Configuration The availability of the following functionality depends on the settings on the Page Configurator page: Search for solutions within the context of a case. The Search Solution page used in this context is the same as the one a self-service user employs to search for solutions outside the context of a case. When the user searches for solutions from within a case, the system can record attempted solutions for the case and track the resolution status for each attempt. Change the contact person for the case. By default, the person who submits a case is the contact. If self-service is configured to show customer or employee information, the user can change contact information from the Create Case page or the Manage Case page. Add case notes and attachments. On the Manage Case page, users can add both notes and attachments. On the Create Case page, users can add attachments, but not notes. The system creates a parent note for the attachments when the user submits the new case. Notes that are created in self-service have a default visibility of All. Request a call from an agent. When a user clicks the Contact Me Regarding This Problem button, component event processing sends a notification to the case owner (either an agent or a provider group) or, if the case is unassigned, to the default Contact Me provider group that appears on the Case Defaults page. The notification is sent using the recipient s preferred notification method: , worklist, or both. This transaction is available only from the pages that are used to manage existing cases. Business Unit Configuration The availability of the following functionality depends on the settings on the Business Unit - Options page: Closeacase. The Close Case button is available for cases that have not been resolved that is, there is no resolution with the status Successful Resolution. The button s availability depends not on the case status, but on the resolution status. 226 PeopleSoft Proprietary and Confidential

247 Chapter 15 Working with Self-Service Transactions When a self-service user clicks this button and provides a reason for closing the case, the system adds a successful resolution to the case and updates the status based on the Closed Case Status that you select on the Case Defaults page. (If you do not enter a Closed Case Status or if you enter a status with a type other than Closed, then the case is not closed, but only resolved.) Reopen a case. The Reopen Case button is available for cases that have been resolved that is, there is a resolution with the status Successful Resolution. The button s availability depends not on the case status, but on the resolution status. When a self-service user clicks the Reopen Case button and provides a reason for reopening the case, the system changes the status of the successful resolution to Resolution Failed and updates the status based on the Reopened Case Status that you select on the Case Defaults page. (If you do not enter a Reopened Case Status, the status does not change.) If your organization has not set a Reopened Case Status, the status doesn t change. This could result in cases having a closed status without having a successful resolution a condition that the system normally does not allow. Users can reopen cases only during the grace period that is established by your organization the grace period lasts for a specified number of days after the case has been resolved (associated with a successful resolution). Component Event Processing Configuration Component event processing handles notifications related to activity in the self-service pages. PeopleSoft delivers component event processing that: Sends a notification when a new case is submitted. Sends a notification when a user clicks the Contact Me Regarding This Case button. Both notifications are sent to the agent or provider group who is assigned to the new case. For Contact Me notifications, if the case is unassigned, the notification goes to the provider group identified on the Case Defaults page as the Contact Me Provider Group. Self-Service WorkFlow PeopleSoft has built the following event handlers and workflow actions into its self service applications for both HelpDesk and Support: When a self-service user saves any change to the case, the system sends an notification to the person to whom a case is assigned. When a user clicks the Contact Me Regarding This Problem button for a case that is assigned to an agent whose notification preference is or Both, the system sends an to the case owner. When a user clicks the Contact Me Regarding This Problem button for a case that is assigned to an agent whose notification preference is Worklist or Both, the system sends the case to the case owner s list. When a user clicks the Contact Me Regarding This Problem button for a case that is assigned to a provider group (but not to an agent), the provider group members are sent a worklist entry. When a user clicks the Contact Me Regarding This Problem button for a case that is unassigned, members of the Contact Me provider group (established on the Case Defaults page) are sent a worklist entry. When a self-service user creates a new case, the system sends a worklist notification to the default self-service provider group that is associated with the business unit. PeopleSoft Proprietary and Confidential 227

248 Working with Self-Service Transactions Chapter 15 Field Value Configuration When you set up prompt tables for certain case fields, you can enter self-service versions of the field values. See Also Chapter 14, Configuring Self-Service, page 211 Chapter 3, Defining Call Center Business Units, page 19 Chapter 4, Setting Up Call Center Prompt Tables, page 37 Appendix A,, Support Case General Workflow Event Handlers, page 256 Appendix A,, HelpDesk Case General Workflow Event Handlers, page 260 Self-Service Interface Elements There are three interface elements available to self-service users: Transactional pages. Self-service transactions are made up of pages that enable a user to perform a specific task. Customer Care and Help Desk welcome pages. Gives your customers and employees an entry point into all self-service transactions. These pages provides the only navigation to the FAQ and troubleshooting guide transactions, which is why these transactions are available only to customers and employees. Pagelets. Call center self-service pagelets display summary information about the self-service user s existing cases and provide links to certain self-service transactions. Although PeopleSoft Support and PeopleSoft HelpDesk self-service pages provide the same functionality, their pages have different object names. Note. When object names are provided in this chapter, the first name is for the Support version of the page, and the second name is for the HelpDesk version of the page. Page shots of Support pages contain customer information; page shots of HelpDesk pages contain employee information. See Also PeopleSoft 8.8 CRM Portal Pack PeopleBook, PeopleSoft CRM Portal Pack Self-Service Data Access The fields and data that appear in the self-service transactions vary depending on your configuration and on the data itself. Field Visibility Certain fields, such as the case summary, are always visible on the pages where they reside. Other fields can be hidden based on the settings on the Page Configuration page. Configurable elements fall into these categories: 228 PeopleSoft Proprietary and Confidential

249 Chapter 15 Working with Self-Service Transactions Individual fields, such as Business Unit and Status. Buttons, such as Add Note or Attachment and Search for Solution. Note. The illustrations in this chapter show pages where all available fields are visible. Row-Level Visibility Individual case notes and case history items have a visibility attribute that controls self-service access to the data. The Case Notes and Case History grids on the Manage Case page show only rows of data with All visibility. Notes and history items with Internal visibility do not appear. Access to solutions is more complex, depending on two factors: Solution visibility When accessing solutions using Solution Advisor or the Frequently Asked Questions page, only solutions with All visibility are visible. Resolution status When viewing a case, self-service users can see associated solutions that have a status other than Withdrawn. Solutions that are associated with a case appear regardless of the solution s visibility setting. Available Values for Selection When creating a case, self-service users have access to all fields that are available for entry. For some prompt fields (case type, priority, severity, category, specialty type, and detail), self-service users might not have access to all of the values that are valid for agents. This restriction is based on how the value was defined on its setup page: only values that are tagged for self-service use are available. See Also Chapter 14, Configuring Self-Service, page 211 Chapter 4, Setting Up Call Center Prompt Tables, page 37 PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Working With Notes PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Component Event Processing Solution Tracking in Self-Service When viewing solutions in self-service, users are asked whether the solution solved the problem. Searching From Within a Case If the user is searching from within a case, the possible responses are Yes, No, and I ll try it later. When the user selects a response, the system does the following: If the user originally accessed a solution that was already associated with the case, the system updates the resolution status. The resolution status refers to the status of the solution in the context of a case. (This is different from the solution status, which is independent of any case.) PeopleSoft Proprietary and Confidential 229

250 Working with Self-Service Transactions Chapter 15 If the user accessed the solution using Solution Advisor, the system associates the solution with the case and sets the initial resolution status. The resolution status is set as follows: Answering Yes sets the status to Successful Resolution. If you ve established a default case status for resolved cases (on the Case Defaults page), then Yes also updates the case status. Answering No sets the status to Failed Resolution. Answering I ll try it Later sets the status to Waiting on Customer. Searching Outside the Context of a Case If the user is searching outside the context of a case, the possible responses are Yes and No. Solution usage outside the context of a case does not affect the solution usage counts. However, the system records the attempt internally in the RC_SOLN_ATMT_SS table. This information is not visible through the PeopleSoft Internet Architecture (PIA), but it is available for reporting and analysis. See Also Chapter 9, Resolving Cases, page 117 Confirmation Pages When self-service users perform certain actions, the system provides confirmation to assure the user that the transaction was successful. The confirmation takes a different form depending on the application: In PeopleSoft Support, red confirmation text appears at the top of the page where the user performed the action. In PeopleSoft HelpDesk, a separate confirmation page appears; the user must click a button or link before continuing. The following actions trigger confirmation messages: User Action HelpDesk Confirmation Page Description Submit a new case without searching for solutions (click the Submit button, not the Submit and Search Solutions button). Submit Confirmation page (RC_CASE_SS_CONTACT) Confirms that the user has submitted the case and gives the user the new case number. Close or reopen a case. Submit Confirmation page (RC_CASE_HD_SS_SUBT) Confirms that the case has been successfully closed or reopened. Click the Contact Me Regarding this Problem button. Submit Confirmation page (RC_CASE_SS_CONTACT) Confirms that the user s request to be contacted has been sent. 230 PeopleSoft Proprietary and Confidential

251 Chapter 15 Working with Self-Service Transactions User Action HelpDesk Confirmation Page Description Submit a new note or new contact information. Save Confirmation page (RC_CASE_SS_SAVE) Confirms that the transaction has been recorded. Answer Yes when asked whether a solution resolved the user s problem (whenviewingasolutioninthe context of a case). CloseCasepage(RC_CASE_SS_ CLOSE) Confirms that the solution was successful and the case was closed. Accessing Self Service Transactions This section discusses how customers access self-service transactions. Pages Used to Access Self Service Transactions Page Name Object Name Navigation Usage Customer Care RC_MNU_CASE Customer Care, Customer Care HelpDesk RC_MNU_ITHD Employee Self Service, HelpDesk Human Resources HelpDesk RC_MNU_HRHD Employee Self Service, HR HelpDesk Accessing Customer Care Transactions Access the Customer Care page. Select a self-service transaction (PeopleSoft Support only). Select a self-service transaction. Select a self-service transaction. PeopleSoft Proprietary and Confidential 231

252 Working with Self-Service Transactions Chapter 15 Customer Care Welcome page Click the links on this page to access self-service transactions. Note. The welcome pages for the PeopleSoft HelpDesk applications are the same as the Customer Care Welcome page shown above, except that they don t include the links to Frequently Asked Questions (FAQ) and the Troubleshooting Guide. FAQs and Troubleshooting Guides are not used in PeopleSoft HelpDesk applications. Creating a Case This section discusses how self-service users create a case. Pages Used to Create a Case Page Name Object Name Navigation Usage Create Case RC_CASE_SW_SS_RPT On the Customer Care page, click the Create a Case link. In the portal navigation menu, click Create Case. Create Case RC_CASE_HD_SS_RPT Employee Self Service, Create Case Employee Self Service, Create HR Case Creating a Case Access the Create Case page. PeopleSoft Support self-service users describe and submit a new problem. PeopleSoft HelpDesk self-service users describe and submit a new problem. 232 PeopleSoft Proprietary and Confidential

253 Chapter 15 Working with Self-Service Transactions Create Case page (1 of 2) PeopleSoft Proprietary and Confidential 233

254 Working with Self-Service Transactions Chapter 15 CreateCase(2of2) The only page elements that are always visible are Summary, Details, and Submit. The visibility of other page elements depends on your organization s configuration. Some fields can be assigned default values based on business unit settings. Default values are entered even if the fields are hidden. Business Unit Product This field may have a different label, depending on how you configure self-service. This is a required field for cases. If you do not show business unit on the self-service pages, the user must have a default self-service business unit established on the User Preferences - Call Center page. PeopleSoft Support and PeopleSoft HelpDesk derive the list of products differently: In PeopleSoft Support, the field prompts against the product descriptions for the user s installed products. A product description appears only once, even if a user has more than one installed version of a particular product. In PeopleSoft HelpDesk applications, the field prompts against all product descriptions. Serial Number and Asset Tag The serial number appears only in PeopleSoft Support; the asset tag appears only in PeopleSoft HelpDesk. Both fields prompt against the user s installed products. Valid values are limited based on the product 234 PeopleSoft Proprietary and Confidential

255 Chapter 15 Working with Self-Service Transactions that the user selects. Blank values might appear if the user has installed products that do not have serial numbers or asset tags. Problem Type Address Type Problem types are defined by product. This gives you an additional level of categorization for the problem. Because Problem Type is a child of Product, the Problem Type field on the Case page derives its values from Product. If the Problem Type field is visible, be sure that the descriptions of your product competencies make sense to a self-service user who is selecting a problem type. Valid problem types depend on the product that the user selects. If you are not sure about the full address, select Intersection and then enter information about the location where the problem occurred in the Address fields or the Detail field If you know the exact address, select Address and then enter the information in the Address fields below (PeopleSoft Support only). Submit and Submit and Search Solutions After the user submits the case, the page changes as follows: A confirmation message appears at the top of the page, giving the user the case number for the newly submitted case. All fields become read-only, and the Submit and Submit and Search Solutions buttons disappear. Two new links appear: Update this Case and Create Another Case. Managing Cases This section discusses how self-service users: Searchforcases. View case information. View the complete description of a problem. View case notes. Enter a new case note. View a solution that is associated with a case. Enter the reason for closing a case. Enter the reason for reopening a case. Change contact information. PeopleSoft Proprietary and Confidential 235

256 Working with Self-Service Transactions Chapter 15 Pages Used to Manage Cases Page Name Object Name Navigation Usage Find an Existing Case RC_CASE_SW_SS_SRCH, RC_CASE_HD_SS_SRCH On the Customer Care page, click the Manage cases link. Employee Self Service, Manage Case Employee Self Service, Manage HR Case PeopleSoft Support and HelpDesk self-service users search for cases to view in more detail. Manage Case RC_CASE_SW_SS, RC_CASE_HD_SS Problem Description RC_CASE_SW_SS_PROB, RC_CASE_HD_SS_PROB Select a case from the list of search results on the Find an Existing Case page. On the Manage Case page, click the problem summary. View case information. This page is also the starting point for several other processes: adding notes, changing contact information, requesting that an agent contact the user, searching for new solutions, and viewing solutions that are already under consideration for this case. View the complete problem description when the summaryonthemanage Case page does not provide enough information. Note Details RC_CASE_SW_SS_NDTL, RC_CASE_HD_SS_NDTL On the Manage Case page, click the summary for the note that you want to review. View case notes. Add a Note RC_CASE_SW_SS_NADD, RC_CASE_HD_SS_NADD On the Manage Case page, clicktheaddnoteor Attachment button. Enter a new case note. Manage Case - Solution Details RC_CASE_SW_SS_RSL2, RC_CASE_HD_SS_RDTL On the Manage Case page, click the summary for a solution in the Solutions Considered grid. View a solution that is already associated with a case and indicate whether the solution solved a problem. Close Case RC_CASE_SW_SS_CLSE, RC_CASE_HD_SS_CLSE On the Manage Case page, click the Close Case button. This button is available only if the business unit rules permit self-service users to close cases. Enter the reason for closing an open case. Reopen Case RC_CASE_SW_SS_ROPN, RC_CASE_HD_SS_ROPN On the Manage Case page, click the Reopen Case button. This button is available only if the business unit rules permit self-service users to close cases. Enter the reason for reopening a closed case. 236 PeopleSoft Proprietary and Confidential

257 Chapter 15 Working with Self-Service Transactions Page Name Object Name Navigation Usage Edit Contact Information RC_CASE_SW_SS_CONT, RC_CASE_SW_SS_CNTC, RC_CASE_HD_SS_CNTC Click the Change Contact Information button onthecreatecasepageor the Manage Case page. Change the contact information for a case. Searching for Cases Access the Search Cases page. Find an Existing Case page (1 of 3) PeopleSoft Proprietary and Confidential 237

258 Working with Self-Service Transactions Chapter 15 Find an Existing Case page (2 of 3) 238 PeopleSoft Proprietary and Confidential

259 Chapter 15 Working with Self-Service Transactions Find an Existing Case page (3 of 3) Note. The first screen shot shows the Case Search page for PeopleSoft Support in basic search mode. The second screen shot shows the page in advanced search mode. The third page is the Case Search page for PeopleSoft HelpDesk. Note that you must click the Select Contact hyperlink to access contact information. Values in one field are not dependent of values in any other. For example: Values are not limited by the selected business unit. Entering a category does not limit the values for the Specialty Type or Detail fields, and entering a specialty type does not limit the values for the Detail field. See Also Chapter 14, Configuring Self-Service, Updating Search Descriptions, page 221 Viewing Case Information Access the Manage Case page. PeopleSoft Proprietary and Confidential 239

260 Working with Self-Service Transactions Chapter 15 Manage Case page (1 of 2) 240 PeopleSoft Proprietary and Confidential

261 Chapter 15 Working with Self-Service Transactions Manage Case page (2 of 2) These page elements are always visible: Case (Case ID), Problem Summary, Datetime Added, Solutions Considered, and Return to Case Search. The visibility of the Related Objects grid depends on whether there are any related objects for the case that are externally visible. The visibility of other page elements depends on your organization s configuration. The Solutions Considered grid shows solutions with the following resolution statuses: Successful Resolution, Failed Resolution, Waiting On Customer, and In Consideration. The grid does not display solutions that are Withdrawn because those solutions are no longer considered for this case. Viewing the Complete Description of a Problem Access the Problem Description page. PeopleSoft Proprietary and Confidential 241

262 Working with Self-Service Transactions Chapter 15 Problem Description page Viewing Case Notes Access the Note Details page. Note Details page Entering a New Case Note AccesstheAddaNotepage. 242 PeopleSoft Proprietary and Confidential

263 Chapter 15 Working with Self-Service Transactions Add a New Note or Attachment page See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, WorkingWith Notes, Adding Attachments to Notes Viewing a Solution Access the Manage Case - Solution Details page. PeopleSoft Proprietary and Confidential 243

264 Working with Self-Service Transactions Chapter 15 Manage Case - Solution Details page If the user is searching from within a case and answers the question "Did this solve your problem," the system adds the solution to the list of attempted solutions for the case. The resolution status depends on the button that the user clicks: If the user clicks Yes, the status is Successful Resolution. If the user clicks No, Continue Search the status is Failed Resolution. If the user clicks I ll try it later, the status is Waiting on Customer. The Did this solve your Problem region does not appear if there is already a resolution with the status Successful Resolution. See Also Chapter 15, Working with Self-Service Transactions, Solution Tracking in Self-Service, page 229 PeopleSoft 8.8 CRM Services Foundation PeopleBook, Managing Solutions Entering the Reason for Closing a Case Access the Close Case page. 244 PeopleSoft Proprietary and Confidential

265 Chapter 15 Working with Self-Service Transactions Close Case page Predefined Reasons Other Reason Submit Select this option and enter a Reason if you want to choose from predefined reasons. The available reasons are those of the type Reason Closed from the Reason Code page. Select this option and enter the reason in the Details field if you want to enter a free-form text reason. When the user clicks this button, the system changes the case status to the value that is specified in the Closed Case Status field on the Case Defaults page. If a user selected a predefined reason from the Reason field, the system resolves the case using the solution that is identified on the Reason and Solution Link page. If no solution is linked to the selected reason code, the system creates one (using the solution type Canned) and updates the Reason and Solution Link page accordingly. If a user entered a reason in the Details field, the system uses the text to create a new solution of type Adhoc. The solution then resolves the case using the newly created solution. See Also Chapter 14, Configuring Self-Service, Associating Solutions With Reasons for Closing Cases, page 220 Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Reason Codes, page 52 Chapter 3, Defining Call Center Business Units, Setting Up Call Center Components and Their Defaults, page 29 PeopleSoft Proprietary and Confidential 245

266 Working with Self-Service Transactions Chapter 15 Entering the Reason for Reopening a Case Access the Reopen Case page. Reopen Case page Predefined Reasons Other Reason Submit Select this option and enter a Reason if you want to choose from predefined reasons. The available reasons are those of the type Reason Re-Opened from the Reason Code page. Select this option and enter the reason in the Details field if you want to enter a free-form text reason. When the user clicks this button, the system changes the case status to the value that is specified in the Reopened Case Status field on the Case Defaults page. The reason predefined or freeform text becomes a resolution note. See Also Chapter 14, Configuring Self-Service, Associating Solutions With Reasons for Closing Cases, page 220 Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Reason Codes, page 52 Chapter 3, Defining Call Center Business Units, Setting Up Call Center Components and Their Defaults, page 29 Changing Contact Information Access the Edit Contact Information page. 246 PeopleSoft Proprietary and Confidential

267 Chapter 15 Working with Self-Service Transactions Edit Contact Information page The appearance of this page varies slightly depending on whether the user is a company representative or a consumer (in PeopleSoft Support) or a worker (in PeopleSoft HelpDesk). You can change contact information when you are creating a new case or viewing an existing case. On the Create Case page, the Change Contact Information button is available only until the case is submitted. After submitting the case, go to the Manage Cases component to change the contact information. Searching for Solutions This section discusses how self-service users: Perform a basic solution search. Search for solutions using field-specific search criteria. View a solution and indicate whether the solution solved a problem. PeopleSoft Proprietary and Confidential 247

268 Working with Self-Service Transactions Chapter 15 Pages Used to Search for Solutions Page Name Object Name Navigation Usage Search Solution RC_SOLNSRCH_SW_SS, RC_SOLNSRCH_HD_SS On the Customer Care page, click the Search Resolutions link (PeopleSoft Support only). On the Search Solution - Advanced page, click the Basic Search link. On the Manage Case page, click the Search for Solutions button. On the Create Case page, click the Submit and Search Solutions button. Employee Self-Service, Search Solutions (PeopleSoft HelpDesk applications only) Perform a basic solution search. Search Solution Advanced RC_SOLADVSRH_SW_SS, RC_SOLADVSRH_HD_SS Search Solution - Solution Summary RC_SOLN_SUMM_SW_SS, RC_SOLN_SUMM_HD_SS On the Search Solution page, click the Advanced Search link. On the Search Solution or Search Solution - Advanced page, click the summary of a solution in the search results list. Search for solutions using field-specific search criteria. View a solution and to indicate whether the solution solved a problem. Performing a Basic Solution Search Access the Search Solution page. 248 PeopleSoft Proprietary and Confidential

269 Chapter 15 Working with Self-Service Transactions Search Solution page Business Unit The business unit is required; only solutions from the corresponding setid are included in the search results. If you configure self-service so that the field is not visible, you must make sure that each user has a default business unit that will populate the field. The business unit prompt shows business units for all markets. Frequently Used Solutions Keyword Restrict by Product Advanced Search Search Create Case Return to Case To search for frequently used solutions, first select a product by clicking the Choose a Product link. When searching by keyword, Solution Advisor performs a Verity search that looks for the keyword in any field that is included in the search index template for solutions. Restricting keyword searches by product is optional. Click the Choose a Product to Restrict by link to select a product by which you want to limit your search. The system enters the name of the product next to the field. To remove the product from your search, click the Clear Product link. Click this link to access the Search Solution page for advanced searches, which accepts field-specific search criteria. Click this button to perform a search. The search results appear at the bottom of the page. This link appears when you are searching for solutions outside the context of a case. This link appears when you are searching for solutions within the context of a case. PeopleSoft Proprietary and Confidential 249

270 Working with Self-Service Transactions Chapter 15 Searching for Solutions Using Field-Specific Search Criteria Access the Search Solution - Advanced page. Search Solution - Advanced page Business Unit Search Solution Display Match On The business unit is required; only solutions from the corresponding setid are included in the search results. If you configure self-service so that the field is not visible, make sure that each user has a default business unit that will populate the field. To perform a general keyword search, enter search criteria in this field To search using field-specific criteria, enter criteria for one or more of the listed fields. For each field, select a search operator (for example, Equals) and enter the criteria against which to search. The available search operators are the same as those in the Solution Advisor version that agents use. Select the number of search results to be displayed. Select how to treat searches that include search criteria for more than one field. Values are: All: Searches for data that meets all of the field-level search requirements. Any: Searches for data that meets any one of the field-level search requirements. If you are not using field-level search criteria, disregard this field. 250 PeopleSoft Proprietary and Confidential

271 Chapter 15 Working with Self-Service Transactions Show Summaries Select if you want the search results to show the long description for each solution. When you configure the search group for the self-service version of Solution Advisor, you can specify how many characters of the long description to include. Including summaries provides the most detail, but makes less efficient use of space. Clear this check box if you want the search results to include only the short description. Ignore Capitalization Select to perform searches that are not case sensitive. See Also Chapter 9, Resolving Cases, Using Solution Advisor, page 129 Viewing Solution and Indicating Whether a Solution Solved a Problem Access the Solution Summary page. Search Solution - Solution Summary page If the user is searching from within a case and a user answers the question "Did this solve your problem," then the system adds the solution to the case s list of attempted solutions. The resolution status depends on which button the user clicks: If Yes, the status is Successful Resolution. If No, Continue Search, the status is Failed Resolution. If I ll try it later, the status is Waiting on Customer. If the user is searching outside the context of a case, there is no resolution status to update, and the I ll try it later button is unavailable. See Also Chapter 15, Working with Self-Service Transactions, Solution Tracking in Self-Service, page 229 PeopleSoft 8.8 CRM Services Foundation PeopleBook, Managing Solutions PeopleSoft Proprietary and Confidential 251

272 Working with Self-Service Transactions Chapter 15 Accessing Frequently Asked Questions This section discusses how self-service users select and review an FAQ. Note. Users can access FAQs through PeopleSoft Support only; PeopleSoft HelpDesk applications do not use this feature in self-service. Pages Used to Access Frequently Asked Questions Page Name Object Name Navigation Usage Frequently Asked Questions RBT_FAQ_SOL_SS On the CustomerCarepage, click the FAQ link. Select a topic and view a list of frequently asked questions for that topic. View Solution RBT_FAQ_PG_SS Click a problem description on the Frequently Asked Questions page. Selecting a Topic Access the Frequently Asked Questions page. Review a solution related to a frequently asked question. Frequently Asked Questions page Select a Topic Go Problem Description The drop-down list box lists solution libraries that you set up in the Troubleshooting Guide setup page. Each library is associated with a single script. Click this button to display a list of solutions in the selected library. Only solutions with a visibility of All appear. Displays the list of solutions in the selected library. Click a question to access the View Solution page and review information related to the question. 252 PeopleSoft Proprietary and Confidential

273 Chapter 15 Working with Self-Service Transactions Reviewing Solutions Access the View Solution page. View Solution page Selecting and Running Troubleshooting Guides This section discusses how self-service users select and run troubleshooting guides. Note. Users can access troubleshooting guides through PeopleSoft Support only; PeopleSoft HelpDesk applications do not use this feature in self-service. Pages Used to Select and Run Troubleshooting Guides Page Name Object Name Navigation Usage Troubleshooting Guide RBT_TGUIDE_SS On the Customer Care welcome page, click the Troubleshooting Guide link. Execute Script RC_BS_SELF_CONFIG On the Troubleshooting Guide page, select a solution library and click the Go button. Select a troubleshooting guide. Run a troubleshooting guide script. PeopleSoft Proprietary and Confidential 253

274 Working with Self-Service Transactions Chapter 15 Using Troubleshooting Guides Access the Troubleshooting Guide page. Troubleshooting Guide page Solution Library Go The drop-down list box lists solution libraries that you set up in the Troubleshooting Guide setup page. Each library is associated with a single script. Click this button to display the Execute Script page and run the script associated with the selected library. Running Scripts in Self-Service See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Running Scripts, Running Scripts in Self-Service. 254 PeopleSoft Proprietary and Confidential

275 APPENDIX A Delivered Call Center Event Handlers This chapter provides an overview of the event handlers that are delivered with PeopleSoft Support and the PeopleSoft HelpDesk applications and discusses: Support case general workflow event handlers. HelpDesk case general workflow event handlers. Case history event handlers. Case relationship event handlers. Entitlement-related event handlers. See Also PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Component Event Processing Understanding Delivered Event Handlers PeopleSoft delivers event handlers for certain combinations of event handler types and case components. The following table summarizes the combinations for which event handlers are delivered: Summary of delivered event handlers Support (agent-facing case component) Support Self-Service Create a Case Support Self-Service Manage (Existing) Case HelpDesk (agent-facing case component) HelpDesk Self-Service Create a Case HelpDesk Self-Service Manage (Existing) Case Event Set Type General Workflow x x x x x x Entitlement Workflow x Case History x x Manage Upsell Opportunities Manage Case Relationships x x Manage Entitlement Balances x Initiate Business Project PeopleSoft Proprietary and Confidential 255

276 Delivered Call Center Event Handlers Appendix A The delivered event handlers are under the SHARE setid. You can use the delivered event handlers, or you can create new event handlers under a different setid and use those instead. To activate an event handler, identify the record group for the type of event handler you re activating and configure TableSet sharing so that the business unit uses the appropriate setid for that record group. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, WorkingWith Business Units and TableSet Controls Support Case General Workflow Event Handlers This section discusses the event handlers delivered for the following PeopleSoft Support components: Agent-facing case component. Self-service - Manage Case component. Self-service - Create Case component. Note. As delivered, the Track History check box is selected for general workflow rules. This means that the system adds a row to the case history table whenever the workflow actions are triggered. To suppress this behavior, clear the Track History check box in the Workflow Event Handler page. Agent-Facing Case Component The Support Workflow event handler includes the following rules for the RC_CASE_SW component. General Rules Event Workflow Action Template AssignedToChanged The assigned to agent is changed to someone other than the person who updated the case. SendToCaseOwnerList Sends a worklist notification to the person to whom the case is (newly) assigned. None AssignedToProviderGroup The provider group to which a case is assigned is changed, and the case is not assigned to a specific agent in the provider group. SendCaseToGroupList Sends a worklist notification to the provider group to whom the case is (newly) assigned. None 256 PeopleSoft Proprietary and Confidential

277 Appendix A Delivered Call Center Event Handlers Event Workflow Action Template GlobalCaseClosed The case status is set to the delivered Closed - Resolved status. This event does not check whether the case is a global case; the associated workflow action handles this. Send ToChildCaseOwner Identifies the owners of cases that are related to the case with the status change. If the relationship type is Global, and the case with the status change is the parent, then the workflow action sends an to the owners of the child cases. GLOBALCASE CLOSED RelatedCasePriorityChanged The case priority is changed from any value to any value. This event does not check whether the case is a related case; the associated workflow action handles this. Send ToEquivalentCaseOwner Sends an to the owners of any cases that have an equivalent relationship with the case where the priority changed. CASEPRIORITY CHANGED PaidByCreditCard The case is closed and the credit card amount associated with the case is greater than 0. Send Transaction Details Sends an to the caller (the contact) who is associated with the case. TRANSACTION DETAILS CaseResponse When a new case is created with an agreement or warranty and the agent associates the case with a resolution, the system updates the case with the response time. UP_CASE_RESP Updates the case with the response time. If the events defined for response are not met, an application engine process updates the case with a response exception. None CaseRestore When a new case is created with an agreement or warranty and the agent associates the case with a successful resolution, the system updates the case with the restore time. UP_CASE_REST Updates the case with the response time. If the events defined for response are not met, an application engine process updates the case with a restore exception. None Rules That Support Integration With PeopleSoft Quality Management Event Workflow Action Template PossibleDefectCaseType ThecasetypechangestoPossible Defect. SendToQAAnalyst Sends a worklist notification to users with the role Quality Analyst. None PeopleSoft Proprietary and Confidential 257

278 Delivered Call Center Event Handlers Appendix A Event Workflow Action Template Defect Case Type The case type changes to Product Defect and the case s related objects table does not contain a defect. SendToCaseAgentPref Sends an notification to the agent to whom the case is assigned, but only if the agent s preferred notification method is or both DEFECTCASETYPE Defect Case Type The case type changes to Product Defect and the case s related objects table does not contain a defect. SendToCaseAgentPrefWorklist Sends a worklist notification to the agent to whom the case is assigned, but only if the agent s preferred notification method is worklist or both. None NotDefectForAgent The case type changes from Possible Defect to Not a Defect. SendToCaseAgentPref Sends an notification to the agent to whom the case is assigned, but only if the agent s preferred notification method is or both NOTDEEFECT NotDefectForAgent The case type changes from Possible Defect to Not a Defect. SendToCaseAgentPrefWorklist Sends a worklist notification to the agent to whom the case is assigned, but only if the agent s preferred notification method is worklist or both. None NotDefectForQuality The case type changes from Possible Defect to anything other than Not a Defect or Product Defect. SendToQAAnalyst Sends a worklist notification to users with the role Quality Analyst. None Note. The delivered PeopleSoft Quality Management general workflow event handler contains additional rules related to the integration between cases and defects. See Also PeopleSoft 8.8 CRM Quality Management PeopleBook, Managing Defects and Fixes Self-Service - Manage Case Component The Support Self Service Workflow event handler includes the following rules for the RC_CASE_SW_SS component. 258 PeopleSoft Proprietary and Confidential

279 Appendix A Delivered Call Center Event Handlers General Rule Event Workflow Action Template CustomerUpdateCase A self-service user saves any change to the case. Send CaseOwner_Support Sends an notification to the person to whom a case is assigned. CASEOWNER CaseResponse When a new case is created with an agreement or warranty and the agent associates the case with a resolution, the system updates the case with the response time. UP_CASE_RESP Updates the case with the response time. If the events defined for response are not met, an application engine process updates the case with a response exception. None CaseRestore When a new case is created with an agreement or warranty and the agent associates the case with a successful resolution, the system updates the case with the restore time. UP_CASE_REST Updates the case with the response time. If the events defined for response are not met, an application engine process updates the case with a restore exception. None Rules That Support the Contact Me Button The following rules ensure that a notification is sent when an employee clicks the Contact Me Regarding This Problem button in the self-service Manage Case component. If you do not use the delivered event handler, make sure that the event handler you use handles this processing. Event Name Workflow Action Template ContactMeAGE A user clicks Contact Me Regarding This Problem for a case that is assigned to an agent whose notification preference is or Both. Send CaseOwner_Support CONTACTME ContactMeAGW A user clicks Contact Me Regarding This Problem for a case that is assigned to an agent whose notification preference is Worklist or Both. SentToCaseOwnerList None PeopleSoft Proprietary and Confidential 259

280 Delivered Call Center Event Handlers Appendix A Event Name Workflow Action Template ContactMEPGW A user clicks Contact Me Regarding This Problem for a case that is assigned to a provider group (but not to an agent). The provider group members are sent a worklist entry. SendCaseToGroupList None ContactMeBUW A user clicks Contact Me Regarding This Problem for a case that is unassigned. Members of the Contact Me provider group (established on the Case Defaults page) are sent a worklist entry. SendCaseToBUGroupList None Self-Service - Create Case Component The SS Support Report Workflow event handler includes the following rule for the RC_CASE_SW_SS_RPT component. Event Workflow Action Template Case is New A self-service user creates a new case. SendCaseToGroupList Sends a worklist notification to the default self-service provider group that is associated with the business unit None HelpDesk Case General Workflow Event Handlers This section discusses the event handlers delivered for the following PeopleSoft HelpDesk components: Agent-facing case component. Self-service - Manage Case component. Self-service - Create Case component. Note. As delivered, the Track History check box is selected for general workflow rules. This means that the system adds a row to the case history table whenever the workflow actions are triggered. To suppress this behavior, clear the Track History check box in the Workflow Event Handler page. 260 PeopleSoft Proprietary and Confidential

281 Appendix A Delivered Call Center Event Handlers Agent-Facing Case Component The Help Desk Workflow event handler includes the following rules for the RC_CASE_HD component. General Rules Event Workflow Action Template AssignedToChanged The assigned agent is changed to someone other than the person who updated the case. SendCaseToCaseOwner_HelpDesk Sends a worklist notification to the person to whom the case is (newly) assigned. None Assigned to Provider Group The provider group to which a case is assigned is changed, and the case is not assigned to a specific agent in the provider group. SendCaseToGroupList_HelpDesk Sends a worklist notification to the provider group to whom the case is (newly) assigned. None Global Case is Closed The case status is set to the delivered Closed - Resolved status. This event does not check whether the case is a global case; the associated workflow action handles this. Send ToChildCaseOwner_ Help Identifies the owners of cases that are related to the case with the status change. If the relationship type is Global, and the case with the status change is the parent, then the workflow action sends an to the owners of the child cases. NOTIFYCHILDCASE OWNER Case Priority is changed The case priority is changed from any value to any value. Send ToEquivalentOwner_HD Sends an to the owners of cases that have an equivalent relationship with the case where the status changed. NOTIFY EQUIVALENT Rules That Support Integration With PeopleSoft Quality Management Event Workflow Action Template PossibleDefectCaseType ThecasetypechangestoPossible Defect. SendToQAAnalyst_HD Sends a worklist notification to users with the role Quality Analyst. None PeopleSoft Proprietary and Confidential 261

282 Delivered Call Center Event Handlers Appendix A Event Workflow Action Template Defect Case Type The case type changes to Product Defect and the case s related objects table does not contain a defect. SendToCaseAgentPref _HD Sends an notification to the agent to whom the case is assigned, but only if the agent s preferred notification method is or both DEFECTCASETYPE Defect Case Type The case type changes to Product Defect and the case s related objects table does not contain a defect. SendToCaseAgentPrefWorklist_HD Sends a worklist notification to the agent to whom the case is assigned, but only if the agent s preferred notification method is worklist or both. None NotDefectForAgent The case type changes from Possible Defect to Not a Defect. SendToCaseAgentPref _HD Sends an notification to the agent to whom the case is assigned, but only if the agent s preferred notification method is or both NOTDEEFECT NotDefectForAgent The case type changes from Possible Defect to Not a Defect. SendToCaseAgentPrefWorklist_HD Sends a worklist notification to the agent to whom the case is assigned, but only if the agent s preferred notification method is worklist or both. None NotDefectForQuality The case type changes from Possible Defect to anything other than Not a Defect or Product Defect. SendToQAAnalyst_HD Sends a worklist notification to users with the role Quality Analyst. None Note. The delivered PeopleSoft Quality Management general workflow event handler contains additional rules related to the integration between cases and defects. See Also PeopleSoft 8.8 CRM Quality Management PeopleBook, Managing Defects and Fixes Self-Service - Manage Case Component The Help Desk Self Service WKFlow event handler includes the following rules for the RC_CASE_HD_SS component. 262 PeopleSoft Proprietary and Confidential

283 Appendix A Delivered Call Center Event Handlers General Rule Event Name Workflow Action Template CustomerUpdateCase A self-service user saves any change to the case. Send ToCaseOwner_HelpDesk Sends an notification to the person to whom the case is assigned. CASEOWNER Rules That Support the Contact Me Button The following rules ensure that a notification is sent when an employee clicks the Contact Me Regarding This Problem button in the self-service Manage Case component. If you do not use the delivered event handler, make sure that the event handler you use handles this processing. Event Name Workflow Action Template ContactMeAGE A user clicks Contact Me Regarding This Problem for a case that is assigned to an agent whose notification preference is or Both. Send ToCaseOwnder_ HelpDesk CONTACTME ContactMeAGW A user clicks Contact Me Regarding This Problem for a case that is assigned to an agent whose notification preference is Worklist or Both. SendCaseToCaseOwnder_HelpDesk None. ContactMEPGW A user clicks Contact Me Regarding This Problem for a case that is assigned to a provider group (but not to an agent). The provider group members are sent a worklist entry. SendCaseToGroupList_HelpDesk None ContactMeBUW A user clicks Contact Me Regarding This Problem for a case that is unassigned. Members of the Contact Me provider group (established on the Case Defaults page) are sent a worklist entry. SendCaseToBUGroupList_ HelpDesk None PeopleSoft Proprietary and Confidential 263

284 Delivered Call Center Event Handlers Appendix A See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Customer Self-Service Self-Service - Create Case Component The SS Help Desk Report Workflow event handler includes the following rule for the RC_CASE_HD_RPT component. Event Workflow Action Template CaseIsNew A self-service user creates a new case. SendCaseToGroupList_HelpDesk Sends a worklist notification to the default self-service provider group that is associated with the business unit. None Case History Event Handlers This section discusses: PeopleSoft Support case history event handler. PeopleSoft HelpDesk case history event handler. Note. The rules in this event handler reference the delivered case statuses. PeopleSoft Support Case History Event Handler The Support Case Action History event handler includes the following rules for the RC_CASE_SW component. Event Name Description Page Name Visibility AssignedToChanged The assigned agent is changed to someone other than the person who updated the case. RC_CASE_SW All 264 PeopleSoft Proprietary and Confidential

285 Appendix A Delivered Call Center Event Handlers Event Name Description Page Name Visibility InitiateSLA (Initiate Service Level Agreement) The warranty, agreement, agreement line, or agreement renewal number that is associated with a case is changed. RC_CASE_SW All Because you cannot change agreement or warranty information for a case, this event occurs only when an agreement line or warranty is first associated with a case. NewCaseIsClosed The case is new, and the status is set to the delivered Closed Resolved status. RC_CASE_SW All NewCaseStatusOpen The case is new, and the status is set to any of the eight delivered open statuses. RC_CASE_SW All NoteAddChangeDelete Anyfieldinacasenoteis changed. RC_CASE_NOTE All Status Changed The case status is changed from any value to any value. RC_CASE_SW All StatusOpenToClosed The case status is changed from any of the eight delivered open statuses to the delivered Closed Resolved status. RC_CASE_SW All Case Re-Opened The case status is changed to the delivered Reopened status. RC_CASE_SW All ObjectAssocToCase An object is associated to the case. RC_ASSOCIATION All RelatedCaseAdded A case is related to an existing case. RC_RELATIONSHIP All PeopleSoft Proprietary and Confidential 265

286 Delivered Call Center Event Handlers Appendix A Note. The history data created by the Case Re-Opened event is the basis for the Cases Reopened report. PeopleSoft HelpDesk Case History Event Handler The Help Desk Case History event handler includes the following rules for the RC_CASE_HD component. Event Name Description Page Name Visibility AssignedToChanged The assigned agent is changed to someone other than the person who updated the case. RC_CASE_HD All Case is New A new case is created. RC_CASE_HD All Note is Changed Any field in a case note is changed. RC_CASE_NOTE All Status Changed The case status is changed from any value to any value. RC_CASE_HD All Status Open To Close The case status is changed from any of the eight delivered open statuses to the delivered Closed Resolved status. RC_CASE_HD All Case Re-Opened Thecase statusischanged to the delivered Reopened status. RC_CASE_SW All ObjectAssocToCase An objectisassociatedto the case. RC_ASSOCIATION All RelatedCaseAdded A case is related to an existing case. RC_RELATIONSHIP All Case Relationship Event Handlers This section discusses: PeopleSoft Support case relationship event handler. PeopleSoft HelpDesk case relationship event handler. 266 PeopleSoft Proprietary and Confidential

287 Appendix A Delivered Call Center Event Handlers Note. The rules in this event handler reference the delivered relationship types. PeopleSoft Support Case Relationship Event Handler The Cascade Global Case - Support event handler includes the following rule for the RC_CASE_SW component. Event Name Description Cascade? Relationship Type Status Changed The case status changed from any value to any value. Yes Global PeopleSoft HelpDesk Case Relationship Event Handler The Cascade Global Case - HelpDesk event handler includes the following rule for the RC_CASE_HD component. Event Name Description Cascade? Relationship Type Status Changed The case status changed from any value to any value. Yes Global Entitlement-Related Event Handlers This section discusses the delivered entitlement-related event handlers: Entitlement workflow event handler. Entitlement balances event handler. Note. Entitlement workflow applies only to PeopleSoft Support. Entitlement Workflow Event Handler The Service Level Agreement event handler includes the following rule for the RC_CASE_SW component. PeopleSoft Proprietary and Confidential 267

288 Delivered Call Center Event Handlers Appendix A Event Name Description Template Evaluation Event InitiateSLA The warranty, agreement, agreement line, or agreement renewal number that is associated with a case is changed. Because you cannot change agreement or warranty information for a case, this event occurs only when an agreement line or warranty is first associated with a case. None If the workflow action sends an notification, you must associate an template with this event handler. None Entitlement Balances Event Handler The Update the prepaid amount left event handler includes the following rules for the RC_CASE_SW component. Event Name Description Action AgreementIsSelected The agreement line that is associated with a case is changed, and the case is in any one of the eight delivered open statuses. Because you cannot change which agreement line is associated with a case, this event occurs only when an agreement line is first associated with a case. Subtract StatusCancelledToClosed The case status is changed from the delivered canceled status to the delivered Closed - Resolved status. Subtract StatusCancelledToOpen The case status is changed from the delivered canceled status to any of the eight delivered open statuses. Subtract StatusOpenToCancelled The case status is changed from any of the eight delivered open statuses to the delivered canceled status Add 268 PeopleSoft Proprietary and Confidential

289 APPENDIX B PeopleSoft Support Smart Views This chapter provides an overview of smart views and discusses how to launch and work with smart views. Note. Smart views are available in PeopleSoft Support only; they are not available in PeopleSoft HelpDesk applications. Understanding Smart Views PeopleSoft Support smart views are a lightweight implementation of BAM (Business Analysis Modeler). Smart views do not need an Analytic Logic server or a separate database to store data. Smart views are dynamic and interactive analytic reports. You can move data elements around on a report and view it using different dimensions in realtime. The ability to view reports at different angles, gives you realtime visibility into the health of your call center, including the ability to: Detect trends that can be utilized for proactive problem management. Evaluate team and agent performance metrics. Anticipate training and staffing requirements. Smart views can be saved, exported to Microsoft Excel, or printed as hardcopies. While smart views are interactive, the communication between smart views and the CRM database is one-way, which means the changes you make on the reports do not affect the data in the database. From smart views, you are not allowed to transfer to any CRM components and access data. User roles control access to smart views in PeopleSoft Support. Note. You must have Internet Explorer 5.1 or higher to access BAM reports. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up and Using SmartViews Launching and Working With Smart Views Smart views for PeopleSoft Support use events and workflow to capture response and restore times. If the events defined for the response are not met, an application engine process updates the case with response and restore exceptions. When you launch a smart view, a number of predefined queries are executed and used to display the data that the system has captured. PeopleSoft Proprietary and Confidential 269

290 PeopleSoft Support Smart Views Appendix B Because the events and workflow are already activated when you install the system, there are no setup or configuration procedures to follow before you access the pages you will use to launch smart views. PagesUsedtoLaunchSmartViews Page Name Object Name Navigation Usage RC_SUP_MUPD Support, Smart View, Support Dashboard Support Management Dashboard Analysis Service Level Management Analysis RC_SUP_SADD Support, Smart View, Service Level Management Running the Support Management Dashboard Analysis Smart View Access the Support Management Dashboard Analysis launch page Track the number of cases opened, cases closed, cancelled cases, return materials, and service orders. Track the total number of cases, agreements, warranties, response exceptions, and restore exceptions. Support Management Dashboard Analysis run control page Unit All Customers Select Customer and Customer Select the business unit for which you want to launch the smart view. This is a required field. Select to launch the smart view for all customers. Select to launch the smart view for an individual customer and then select a customer from the Customer field. 270 PeopleSoft Proprietary and Confidential

291 Appendix B PeopleSoft Support Smart Views Start Date End Date Launch Smart View Select the first date from which you want to view data for the smart view. This is a required field. Select the last date from which you want to view data for the smart view. This is a required field. Click to launch the smart view. The system opens a separate window to display the data. Running the Service Level Management Analysis Smart View Access the Service Level Management Analysis page. Service Level Management Analysis run control page Unit All Customers Select Customer and Customer Start Date End Date Launch Smart View Select the business unit for which you want to launch the smart view. This is a required field. Select to launch the smart view for all customers. Select to launch the smart view for an individual customer and then select a customer from the Customer field. Select the first date from which you want to view data for the smart view. This is a required field. Select the last date from which you want to view data for the smart view. This is a required field. Click to launch the smart view. The system opens a separate window to display the data. PeopleSoft Proprietary and Confidential 271

292 PeopleSoft Support Smart Views Appendix B Working With the Management Dashboard Analysis Smart View Launch the Management Dashboard Analysis smart view. Management Dashboard Analysis smart view Usage Track the number of cases opened, cases closed, cancelled cases, return materials, and service orders. Parameters Access the Support Management Dashboard Analysis launch page and use the following run control criteria to refine your smart view result. Business unit Customer Startandenddates Available Dimensions Use the following dimensions to rearrange data and look at the analysis with different perspectives: Provider Group Product Agent Priority Working With the Service Level Management Analysis Smart View Launch the Service Level Management Analysis smart view. 272 PeopleSoft Proprietary and Confidential

293 Appendix B PeopleSoft Support Smart Views Service Level Management Analysis smart view Usage Track the total number of cases, agreements, warranties, response exceptions, and restore exceptions. Parameters Access the Service Level Management Analysis launch page and use the following run control criteria to refine your smart view result. Business unit Customer Start and end dates Available Dimensions Use the following dimensions to rearrange data and look at the analysis with different perspectives: Provider Group Product Agent Priority PeopleSoft Proprietary and Confidential 273

294 PeopleSoft Support Smart Views Appendix B 274 PeopleSoft Proprietary and Confidential

295 APPENDIX C PeopleSoft CRM Call Center Reports This appendix provides an overview of PeopleSoft Support and PeopleSoft HelpDesk reports and enables you to view summary tables of all reports. Note. For samples of these reports, see the Portable Document Format (PDF) files that are published on CD-ROM with your documentation. See Also PeopleTools 8.42 PeopleBook: PeopleSoft Process Scheduler Using PeopleSoft Applications PeopleSoft CRM Call Center Reports: A to Z These tables list the PeopleSoft Support and PeopleSoft HelpDesk reports, sorted alphanumerically by report ID. This section discusses: PeopleSoft HelpDesk case reports. Except for report RCC2009, all HelpDesk-specific report IDs start with RCC1 PeopleSoft Support case reports. All Support-specific report IDs start with RCC2. Solution reports (shared by both applications). Solution report IDs start with RCC2. All reports in this appendix are Crystal reports. Note. Unless otherwise noted, the from date and through date for the cases included in a report refer to the case creation date. PeopleSoft Proprietary and Confidential 275

296 Appendix C PeopleSoft HelpDesk Reports Report ID and Report Name RCC1002 HelpDesk Case By Agent RCC1003 HelpDesk Case By Department RCC1004 HelpDesk Case By Priority RCC1005 HelpDesk Case By Problem Type RCC1006 HelpDesk Case By Status RCC1007 HelpDesk Case By Category/Type/Detail RCC1008 HelpDesk Case Information Description Navigation Run Control Page This report categorizes cases according to the agents to whom the case is assigned. For each case, the report shows the case ID, status, priority, contact name, date created, and subject. This report lists the departments that have reported cases. For each department, the report shows the number of cases reported. This report provides a list of casesorderedbypriorityand gives the total number of cases for each priority. For each case, the report shows the priority, case ID, status, department, reported by, date created, and assigned to agent. This report provides a list of cases categorized and subtotaled by case type. For each case, the report shows the case ID, priority, status, caller name, date created, and assigned to. This report lists case statuses and gives the number of cases with each status. This report groups cases by category and gives the total number of cases for each category. For each case, the report shows the case ID, category, type, detail, creation date, caller name, status, and summary. This report provides detailed information for cases, including most of the datashowninthecase component. Support, Reports, HelpDesk Reports, Case By Agent, HelpDesk Case By Agent Support, Reports, HelpDesk Reports, Case By Department, HelpDesk Case By Department Support, Reports, HelpDesk Reports, Case By Priority, HelpDesk Case By Priority Support, Reports, HelpDesk Reports, Case By Problem Type, HelpDesk Case By Problem Type Support, Reports, HelpDesk Reports, Case By Status, HelpDesk Case By Status Support, Reports, HelpDesk Reports, Case By Category/Type/Detail, HelpDesk Case By Ctg/Type/Dtl Support, Reports, HelpDesk Reports, Case Information, HelpDesk Case Information RUN_RCC1002 RUN_RCC1003 RUN_RCC1004 RUN_RCC1005 RUN_RCC1006 RUN_RCC1007 RUN_RCC PeopleSoft Proprietary and Confidential

297 Appendix C Report ID and Report Name RCC1009 HelpDesk Case Status By Agent RCC1010 HelpDesk Time To Close By Agent RCC1011 HelpDesk Case By Employee RCC1012 HelpDesk Case by Business Project RCC2009 HelpDesk Employees With Case Description Navigation Run Control Page This report lists agents to whom cases have been assigned. For each agent, the report shows the agent s ID and name and the number of open cases for that agent in total and broken out by case status. This report lists agents who have been assigned cases. For each agent, the report shows the agent s ID and name, a list of the agent s closed cases, the total number of cases closed, and the average number of days to close. The case lists show the case ID, priority, date opened, date closed, and days to close. This report lists employees who have reported cases. For each employee, the report shows the number of cases opened. This report lists business projects that have been used in cases. For each business project, the report shows the number of cases where the business project was used. This report lists employees who opened cases during the specified time period. For each employee, the report provides a name, location, department, telephone number with extension, and address. No case information appears on this report. Support, Reports, HelpDesk Reports, Case Status By Agent, HelpDesk Case Status By Agent Support, Reports, HelpDesk Reports, Time To Close By Agnt, HelpDesk Time To Close By Agent Support, Reports, HelpDesk Reports, HelpDesk Case By Employee, HelpDesk Case By Employee Support, Reports, HelpDesk Reports, Case By Business Projects, HelpDesk Case By Business Project Support, Reports, HelpDesk Reports, Employees with Case, HelpDesk Employees With Case RUN_RCC1009 RUN_RCC1010 RUN_RCC1011 RUN_RCC1012 RUN_RCC2009 PeopleSoft Proprietary and Confidential 277

298 Appendix C PeopleSoft Support Reports Report ID and Report Name RCC2000 Agreement Statistics RCC2001 Case Information RCC2002 Cases by Age RCC2003 Cases by Agent RCC2004 Cases by Customer RCC2005 Cases by Priority Description Navigation Run Control Page This report provides the following statistics for agreements used during a specified date range: the number of cases opened, the number of cases closed, and the average time to close in days and in hours. This report provides detailed information for cases, including most of the datashowninthecase component. This report categorizes cases by creation date and then by customer. For each case, the report shows the case ID, priority, status, case type, contact name, assigned to agent, and subject. This report lists agents to whom cases have been assigned. For each agent, the report shows the agent s name and the number of cases assigned to the agent, opened by the agent, and closed by the agent. The report also provides the average time to close (in days and hours) for cases that the agent closed. This report categorizes cases by customer. For each case, the report shows the case ID, priority, status, product ID, case type, contact name, date created, assigned to agent, and subject. This report categorizes cases by priority and status, then by customer. For each case, the report shows the case ID, case type, date created, and subject. Support, Reports, Support Reports, Agreement Statistics, Agreement Statistics Support, Reports, Support Reports, Support Case Information, Case Information Support, Reports, Support Reports, Cases By Age, Cases by Age Support, Reports, Support Reports, Cases By Agent, Cases by Agent Support, Reports, Support Reports, Cases By Customer, Cases by Customer Support, Reports, Support Reports, Cases By Priority, Cases by Priority RUN_RCC2000 RUN_RCC2001 RUN_RCC2002 RUN_RCC2003 RUN_RCC2004 RUN_RCC PeopleSoft Proprietary and Confidential

299 Appendix C Report ID and Report Name RCC2006 Cases by Product RCC2007 Cases by Type RCC2008 Cases Reopened RCC2013 Support Agreement Dates Description Navigation Run Control Page This report categorizes cases by product. For each case, the report shows the product ID, case ID, priority, status, case type, contact name, date created, assigned to agent, and subject. This report categorizes cases by case type. For each case, the report shows the case ID, priority, status, contact name, date created, assigned to agent, and subject. This report lists cases that have been reopened. For each case, the report shows the case ID, the date the case was reopened, and the user who reopened the case. Note. This report requires that the Case Re-Opened event be activated in the Case History component event processing definition. This report lists agreements that have been associated with cases. Agreements are categorized by customer. For each agreement, the report shows the agreement code, the start date, the end date, and the number of cases that are associated with that agreement. Support, Reports, Support Reports, Cases By Product, Cases by Product Support, Reports, Support Reports, Cases By Type, Cases by Type Support, Reports, Support Reports, Cases Reopened, Cases Reopened Support, Reports, Support Reports, Support Agreement Dates, Support Agreement Dates RUN_RCC2006 RUN_RCC2007 RUN_RCC2008 RUN_RCC2013 See Also Appendix A,, Case History Event Handlers, page 264 PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Component Event Processing PeopleSoft Proprietary and Confidential 279

300 Appendix C Solution Reports Report ID and Report Name RCC2012 Solution Usage RCC2014 Top Ten Solutions by Product Description Navigation Run Control Page This report lists solutions that were used in cases created during the specified date range. For each solution, the report shows the solution usage count, solved count, and success rate. For each included product, this report lists the ten solutions that most often resolved cases that were created during the specified date range. For each solution, the report shows the number of cases solved for that product. Solutions, Reports, Solutions, Solution Usage Solutions, Reports, Top Solutions, Top Ten Solutions by Product RUN_RCC2012 RUN_RCC PeopleSoft Proprietary and Confidential

301 Glossary of PeopleSoft Terms absence entitlement absence take account accounting class accounting date accounting entry accounting split accumulator action reason activity allocation rule This element defines rules for granting paid time off for valid absences, such as sick time, vacation, and maternity leave. An absence entitlement element defines the entitlement amount, frequency, and entitlement period. This element defines the conditions that must be met before a payee is entitled to take paid time off. You use an account code to record and summarize financial transactions as expenditures, revenues, assets, or liabilities balances. The use of this delivered PeopleSoft ChartField is typically defined when you implement PeopleSoft General Ledger. In PeopleSoft Enterprise Performance Management, the accounting class defines how a resource is treated for generally accepted accounting practices. The Inventory class indicates whether a resource becomes part of a balance sheet account, such as inventory or fixed assets, while the Non-inventory class indicates that the resource is treated as an expense of the period during which it occurs. The accounting date indicates when a transaction is recognized, as opposed to the date the transaction actually occurred. The accounting date and transaction date can be the same. The accounting date determines the period in the general ledger to which the transaction is to be posted. You can only select an accounting date that falls within an open period in the ledger to which you are posting. The accounting date for an item is normally the invoice date. A set of related debits and credits. An accounting entry is made up of multiple accounting lines. In most PeopleSoft applications, accounting entries are always balanced (debits equal credits). Accounting entries are created to record accruals, payments, payment cancellations, manual closures, project activities in the general ledger, and so forth, depending on the application. The accounting split method indicates how expenses are allocated or divided among one or more sets of accounting ChartFields. You use an accumulator to store cumulative values of defined items as they are processed. You can accumulate a single value over time or multiple values over time. For example, an accumulator could consist of all voluntary deductions, or all company deductions, enabling you to accumulate amounts. It allows total flexibility for time periods and values accumulated. The reason an employee s job or employment information is updated. The action reason is entered in two parts: a personnel action, such as a promotion, termination, or change from one pay group to another?and a reason for that action. Action reasons are used by PeopleSoft Human Resources, PeopleSoft Benefits Administration, PeopleSoft Stock Administration, and the COBRA Administration feature of the Base Benefits business process. In PeopleSoft Enterprise Learning Management, an instance of a catalog item delivery method?it may also be called a class. The activity defines such things as meeting times and locations, instructors, reserved equipment and materials, and detailed costs that are associated with the offering, enrollment limits and deadlines, and waitlisting capacities. In PeopleSoft Enterprise Incentive Management, an expression within compensation plans that enables the system to assign transactions to nodes and participants. During transaction allocation, the allocation engine traverses the compensation structure PeopleSoft Proprietary and Confidential 281

302 Glossary from the current node to the root node, checking each node for plans that contain allocation rules. alternate account application agent asset class attachment background process benchmark job branch budgetary account only budget check budget control budget period business event catalog item category ChartField ChartField balancing A feature in PeopleSoft General Ledger that enables you to create a statutory chart of accounts and enter statutory account transactions at the detail transaction level, as required for recording and reporting by some national governments. An application agent is an online agent that is loaded into memory with a PeopleSoft page. It detects when a business rule has been triggered and determines the appropriate action. An asset group used for reporting purposes. It can be used in conjunction with the asset category to refine asset classification. In PeopleSoft Enterprise Learning Management, nonsystem-defined electronic material that supplements a learning resource, such as an equipment item?s user handbook or the site map of a large facility. In PeopleSoft, background processes are executed through process-specific COBOL programs and run outside the Windows environment. In PeopleSoft Workforce Analytics, a benchmark job is a job code for which there is corresponding salary survey data from published, third-party sources. A tree node that rolls up to nodes above it in the hierarchy, as defined in PeopleSoft Tree Manager. An account used by the system only and not by users; this type of account does not accept transactions. You can only budget with this account. Formerly called?system-maintained account.? In commitment control, the processing of source transactions against control budget ledgers, to see if they pass, fail, or pass with a warning. In commitment control, budget control ensures that commitments and expenditures don t exceed budgets. It enables you to track transactions against corresponding budgets and terminate a document s cycle if the defined budget conditions are not met. For example, you can prevent a purchase order from being dispatched to a vendor if there are insufficient funds in the related budget to support it. The interval of time (such as 12 months or 4 quarters) into which a period is divided for budgetary and reporting purposes. The ChartField allows maximum flexibility to define operational accounting time periods without restriction to only one calendar. In PeopleSoft Sales Incentive Management, an original business transaction or activity that may justify the creation of a PeopleSoft Enterprise Incentive Management event (a sale, for example). In PeopleSoft Enterprise Learning Management, a specific topic that a learner can study and have tracked. For example,?introduction to Microsoft Word.? A catalog item contains general information about the topic and includes a course code, description, categorization, keywords, and delivery methods. In PeopleSoft Enterprise Learning Management, a way to classify catalog items so that users can easily browse and search relevant entries in the learning catalog. Categories can be hierarchical. A field that stores a chart of accounts, resources, and so on, depending on the PeopleSoft application. ChartField values represent individual account numbers, department codes, and so forth. You can require specific ChartFields to match up (balance) on the debit and the credit side of a transaction. 282 PeopleSoft Proprietary and Confidential

303 Glossary ChartField combination edit ChartKey child Class ChartField clone collection compensation object compensation structure configuration parameter catalog configuration plan content reference context corporate account cost profile cost row The process of editing journal lines for valid ChartField combinations based on user-defined rules. One or more fields that uniquely identify each row in a table. Some tables contain only one field as the key, while others require a combination. In PeopleSoft Tree Manager trees, a child is a node or detail on a tree linked to another, higher-level node (referred to as the parent). Child nodes can be rolled up into the parent. A node can be a child and a parent at the same time depending on its location within the tree. A ChartField value that identifies a unique appropriation budget key when you combine it with a fund, department ID, and program code, as well as a budget period. Formerly called sub-classification. In PeopleCode, to make a unique copy. In contrast, to copy may mean making a new reference to an object, so if the underlying object is changed, both the copy and the original change. To make a set of documents available for searching in Verity, you must first create at least one collection. A collection is set of directories and files that allow search application users to use the Verity search engine to quickly find and display source documents that match search criteria. A collection is a set of statistics and pointers to the source documents, stored in a proprietary format on a file server. Because a collection can only store information for a single location, PeopleSoft maintains a set of collections (one per language code) for each search index object. In PeopleSoft Enterprise Incentive Management, a node within a compensation structure. Compensation objects are the building blocks that make up a compensation structure s hierarchical representation. In PeopleSoft Enterprise Incentive Management, a hierarchical relationship of compensation objects that represents the compensation-related relationship between the objects. Used to configure an external system with PeopleSoft. For example, a configuration parameter catalog might set up configuration and communication parameters for an external server. In PeopleSoft Enterprise Incentive Management, configuration plans hold allocation information for common variables (not incentive rules) and are attached to a node without a participant. Configuration plans are not processed by transactions. Content references are pointers to content registered in the portal registry. These are typically either URLs or iscripts. Content references fall into three categories: target content, templates, and template pagelets. In PeopleSoft Enterprise Incentive Management, a mechanism that is used to determine the scope of a processing run. PeopleSoft Enterprise Incentive Management uses three types of context: plan, period, and run-level. Equivalent to the Account ChartField. Distinguishes between the chart of accounts typically used to record and report financial information for management, stockholders, and the general public, as opposed to a chart of statutory (alternate) accounts required by a regulatory authority for recording and reporting financial information. A combination of a receipt cost method, a cost flow, and a deplete cost method. A profile is associated with a cost book and determines how items in that book are valued, as well as how the material movement of the item is valued for the book. A cost transaction and amount for a set of ChartFields. PeopleSoft Proprietary and Confidential 283

304 Glossary data acquisition data elements data row data validation DAT file delivery method delivery method type distribution double byte character dynamic tree edit table effective date EIM job EIM ledger equipment event In PeopleSoft Enterprise Incentive Management, the process during which raw business transactions are acquired from external source systems and fed into the operational data store (ODS). Data elements, at their simplest level, define a subset of data and the rules by which to group them. For Workforce Analytics, data elements are rules that tell the system what measures to retrieve about your workforce groups. Contains the entries for each field in a table. To identify each data row uniquely, PeopleSoft applications use a key consisting of one or more fields in the table. In PeopleSoft Enterprise Incentive Management, a process of validating and cleansing the feed data to resolve conflicts and make the data processable. This text file, used with the Verity search engine, contains all of the information from documents that are searchable but not returned in the results list. In PeopleSoft Enterprise Learning Management, identifies a learning activity?s delivery method type. An activity can have one or more delivery methods. In PeopleSoft Enterprise Learning Management, specifies a method that your organization uses to deliver learning activities, for example, scheduled or self-paced learning. The process of assigning values to ChartFields. A distribution is a string of ChartField values assigned to items, payments, and budget amounts. If you?re working with Japanese or other Asian employees, you can enter the employee s name using double-byte characters. The standard double byte character set name format in PeopleSoft applications is: [last name] space [first name]. A tree that takes its detail values?dynamic details?directly from a table in the database, rather than from a range of values entered by the user. A table in the database that has its own record definition, such as the Department table. As fields are entered into a PeopleSoft application, they can be validated against an edit table to ensure data integrity throughout the system. A method of dating information in PeopleSoft applications. You can predate information to add historical data to your system, or postdate information in order to enter it before it actually goes into effect. By using effective dates, you don t delete values; you enter a new value with a current effective date. Abbreviation for Enterprise Incentive Management job. In PeopleSoft Enterprise Incentive Management, a collection of job steps that corresponds to the steps in an organization?s compensation-related business process. An EIM job can be stopped to allow manual changes or corrections to be applied between steps, and then resumed from where it left off, continuing with the next step. A run can also be restarted or rolled back. Abbreviation for Enterprise Incentive Management ledger. In PeopleSoft Enterprise Incentive Management, an object to handle incremental result gathering within the scope of a participant. The ledger captures a result set with all of the appropriate traces to the data origin and to the processing steps of which it is a result. In PeopleSoft Enterprise Learning Management, resource items that can be assigned to a training facility, to a specific training room, or directly to an activity session. Equipment items are generally items that are used (sometimes for a fee) and returned after the activity is complete. Events are predefined points either in the application processor flow or in the program flow. As each point is encountered, the event activates each component, triggering any PeopleCode program associated with that component and that event. Examples of 284 PeopleSoft Proprietary and Confidential

305 Glossary events are FieldChange, SavePreChange, and OnRouteSubscription. In PeopleSoft Human Resources, event also refers to incidents that affect benefits eligibility. event propagation process external system fact filter generic process type group homepage incentive object incentive rule key learner group learning activity learning history learning plan ledger mapping level In PeopleSoft Sales Incentive Management, a process that determines, through logic, the propagation of an original PeopleSoft Enterprise Incentive Management event and creates a derivative (duplicate) of the original event to be processed by other objects. Sales Incentive Management uses this mechanism to implement splits, roll-ups, and so on. Event propagation determines who receives the credit. In PeopleSoft, any system that is not directly compiled with PeopleTools servers. In PeopleSoft applications, facts are numeric data values from fields from a source database as well as an analytic application. A fact can be anything you want to measure your business by, for example, revenue, actual, budget data, or sales numbers. A fact is stored on a fact table. In PeopleSoft applications, a filter creates a subset of information. Filters are used in templates to limit your information from a pick list of attribute values. In PeopleSoft Process Scheduler, process types are identified by a generic process type. For example, the generic process type SQR includes all SQR process types, such as SQR process and SQR report. Any set of records associated under a single name or variable in order to run calculations in PeopleSoft business processes. In PeopleSoft Time and Labor, for example, employees are placed in groups for time reporting purposes. Users can personalize the homepage, or the page that first appears when they access the portal. In PeopleSoft Enterprise Incentive Management, the incentive-related objects that define and support the PeopleSoft Enterprise Incentive Management calculation process and results, such as plan templates, plans, results data, user interaction objects, and so on. In PeopleSoft Sales Incentive Management, the commands that act on transactions and turn them into compensation. A rule is one part in the process of turning a transaction into compensation. One or more fields that uniquely identify each row in a table. Some tables contain only one field as the key, while others require a combination. In PeopleSoft Enterprise Learning Management, a group of learners within the same learning environment that share the same attributes, such as department or job code. See activity. In PeopleSoft Enterprise Learning Management, a self-service repository for all of a learner s completed learning activities. In PeopleSoft Enterprise Learning Management, a self-service repository for all of a learner s planned and in-progress learning activities. You use ledger mapping to relate expense data from general ledger accounts to resource objects. Multiple ledger line items can be mapped to one or more resource IDs. You can also use ledger mapping to map dollar amounts (referred to as rates) to business units. You can map the amounts in two different ways: an actual amount that represents actual costs of the accounting period, or a budgeted amount that can be used to calculate the capacity rates as well as budgeted model results. In PeopleSoft Enterprise Warehouse, you can map general ledger accounts to the EW Ledger table. A section of a tree that organizes groups of nodes. PeopleSoft Proprietary and Confidential 285

306 Glossary library section linked section linked variable load local functionality location market template material message definition meta-sql metastring multibook multicurrency objective override pagelet parent node participant In PeopleSoft Enterprise Incentive Management, a section that is defined in a plan (or template) and that is available for other plans to share. Changes to a library section are reflected in all plans that use it. In PeopleSoft Enterprise Incentive Management, a section that is defined in a plan template but appears in a plan. Changes to linked sections propagate to plans using that section. In PeopleSoft Enterprise Incentive Management, a variable that is defined and maintained in a plan template and that also appears in a plan. Changes to linked variables propagate to plans using that variable. The feature that initiates a process to automatically load information into a PeopleSoft application?for example, populating the PeopleSoft Benefits database with plan-level election information. In PeopleSoft HRMS, the set of information that is available for a specific country. You can access this information when you click the appropriate country flag in the global window, or when you access it by a local country menu. Locations enable you to indicate the different types of addresses?for a company, for example, one address to receive bills, another for shipping, a third for postal deliveries, and a separate street address. Each address has a different location number. The primary location?indicated by a 1?is the address you use most often and may be different from the main address. In PeopleSoft Enterprise Incentive Management, additional functionality that is specific to a given market or industry and is built on top of a product category. In PeopleSoft Enterprise Learning Management, a resource item that can be assigned to the sessions of an activity. Material items are generally consumed during the duration of an activity and not returned, and they may have an associated cost. An object definition specified in PeopleSoft Application Designer that contains message information for PeopleSoft Application Messaging. Meta-SQL constructs expand into platform-specific SQL substrings. They are used in functions that pass SQL strings, such as in SQL objects, the SQLExec function, and PeopleSoft Application Engine programs. Metastrings are special expressions included in SQL string literals. The metastrings, prefixed with a percent (%) symbol, are included directly in the string literals. They expand at run time into an appropriate substring for the current database platform. Processes in PeopleSoft applications that can create both application entries and general ledgers denominated in more than one currency. The ability to process transactions in a currency other than the business unit s base currency. In PeopleSoft Enterprise Learning Management, an individual s learning goal. An example of a learning goal is a competency gap. In PeopleSoft Enterprise Incentive Management, the ability to make a change to a plan that applies to only one plan context. Each block of content on the homepage is called a pagelet. These pagelets display summary information within a small rectangular area on the page. The pagelet provide users with a snapshot of their most relevant PeopleSoft and non-peoplesoft content. A tree node linked to lower-level nodes or details that roll up into it. A node can be a parent and a child at the same time, depending on its location within the tree. In PeopleSoft Enterprise Incentive Management, participants are recipients of the incentive compensation calculation process. 286 PeopleSoft Proprietary and Confidential

307 Glossary participant object payout PeopleCode PeopleCode event PeopleSoft Internet Architecture performance measurement period context per seat cost plan plan context plan section plan template portal registry private view process Each participant object may be related to one or more compensation objects. See also participant object. In PeopleSoft Enterprise Incentive Management, the resulting incentive plan computation that is provided to payroll. PeopleCode is a proprietary language, executed by the PeopleSoft application processor. PeopleCode generates results based upon existing data or user actions. By using business interlink objects, external services are available to all PeopleSoft applications wherever PeopleCode can be executed. An action that a user takes upon an object, usually a record field, that is referenced within a PeopleSoft page. The fundamental architecture on which PeopleSoft 8 applications are constructed, consisting of an RDBMS, an application server, a Web server, and a browser. In PeopleSoft Enterprise Incentive Management, a variable used to store data (similar to an aggregator, but without a predefined formula) within the scope of an incentive plan. Performance measures are associated with a plan calendar, territory, and participant. Performance measurements are used for quota calculation and reporting. In PeopleSoft Enterprise Incentive Management, because a participant typically uses the same compensation plan for multiple periods, the period context associates a plan context with a specific calendar period and fiscal year. The period context references the associated plan context, thus forming a chain. Each plan context has a corresponding set of period contexts. In PeopleSoft Enterprise Learning Management, the cost per learner, based on the total activity costs divided by either minimum attendees or maximum attendees. Organizations use this cost to price PeopleSoft Enterprise Learning Management activities. In PeopleSoft Sales Incentive Management, a collection of allocation rules, variables, steps, sections, and incentive rules that instruct the PeopleSoft Enterprise Incentive Management engine in how to process transactions. In PeopleSoft Enterprise Incentive Management, correlates a participant with the compensation plan and node to which the participant is assigned, enabling the PeopleSoft Enterprise Incentive Management system to find anything that is associated with the node and that is required to perform compensation processing. Each participant, node, and plan combination represents a unique plan context?if three participants are on a compensation structure, each has a different plan context. Configuration plans are identified by plan contexts and are associated with the participants that refer to them. In PeopleSoft Enterprise Incentive Management, a segment of a plan that handles a specific type of event processing. In PeopleSoft Enterprise Incentive Management, the base from which a plan is created. A plan template contains common sections and variables that are inherited by all plans that are created from the template. A template may contain steps and sections that are not visible in the plan definition. In PeopleSoft applications, the portal registry is a tree-like structure in which content references are organized, classified, and registered. It is a central repository that defines both the structure and content of a portal through a hierarchical, tree-like structure of folders useful for organizing and securing content references. A user-defined view that is available only to the user who created it. See Batch Processes. PeopleSoft Proprietary and Confidential 287

308 Glossary process definition process instance process job process request process run control product category publishing record definition record field record group record input VAT flag record output VAT flag reference data reference object reference transaction Process definitions define each run request. A unique number that identifies each process request. This value is automatically incremented and assigned to each requested process when the process is submitted to run. You can link process definitions into a job request and process each request serially or in parallel. You can also initiate subsequent processes based on the return code from each prior request. A single run request, such as an SQR, a COBOL program, or a Crystal report that you run through PeopleSoft Process Scheduler. A PeopleTools variable used to retain PeopleSoft Process Scheduler values needed at runtime for all requests that reference a run control ID. Do not confuse these with application run controls, which may be defined with the same run control ID, but only contain information specific to a given application process request. In PeopleSoft Enterprise Incentive Management, indicates an application in the Enterprise Incentive Management suite of products. Each transaction in the PeopleSoft Enterprise Incentive Management system is associated with a product category. In PeopleSoft Enterprise Incentive Management, a stage in processing that makes incentive-related results available to participants. A logical grouping of data elements. A field within a record definition. A set of logically and functionally related control tables and views. Record groups help enable TableSet sharing, which eliminates redundant data entry. Record groups ensure that TableSet sharing is applied consistently across all related tables and views. Abbreviationfor record input value-added tax flag. Within PeopleSoft Purchasing, Payables, and General Ledger, this flag indicates that you are recording input VAT on the transaction. This flag, in conjunction with the record output VAT flag, is used to determine the accounting entries created for a transaction and to determine how a transaction is reported on the VAT return. For all cases within Purchasing and Payables where VAT information is tracked on a transaction, this flag is set to Yes. This flag is not used in PeopleSoft Order Management, Billing, or Receivables, where it is assumed that you are always recording only output VAT, or in PeopleSoft Expenses, where it is assumed that you are always recording only input VAT. Abbreviation for record output value-added tax flag. See record input VAT flag. In PeopleSoft Sales Incentive Management, system objects that represent the sales organization, such as territories, participants, products, customers, channels, and so on. In PeopleSoft Enterprise Incentive Management, this dimension-type object further defines the business. Reference objects can have their own hierarchy (for example, product tree, customer tree, industry tree, and geography tree). In commitment control, a reference transaction is a source transaction that is referenced by a higher-level (and usually later) source transaction, in order to automatically reverse all or part of the referenced transaction s budget-checked amount. This avoids duplicate postings during the sequential entry of the transaction at different commitment levels. For example, the amount of an encumbrance transaction (such as a purchase order) will, when checked and recorded against a budget, cause the system to concurrently reference and relieve all or part of the amount of a corresponding pre-encumbrance transaction, such as a purchase requisition. 288 PeopleSoft Proprietary and Confidential

309 Glossary relationship object results management process role user role roll up routing run control run control ID run-level context search query section security event self-service application session session template In PeopleSoft Enterprise Incentive Management, these objects further define a compensation structure to resolve transactions by establishing associations between compensation objects and business objects. In PeopleSoft Sales Incentive Management, the process during which compensation administrators may review processing results, manually change transactions, process draws, update and review payouts, process approvals, and accumulate and push payments to the EIM ledger. A PeopleSoft Workflow user. A person s role user ID serves much the same purpose as a user ID does in other parts of the system. PeopleSoft Workflow uses role user IDs to determine how to route worklist items to users (through an address, for example) and to track the roles that users play in the workflow. Role users do not need PeopleSoft user IDs. Describes how people fit into PeopleSoft Workflow. A role is a class of users who perform the same type of work, such as clerks or managers. Your business rules typically specify what user role needs to do an activity. In a tree, to roll up is to total sums based on the information hierarchy. Connects activities in PeopleSoft Workflow. Routings specify where the information goes and what form it takes? message, electronic form, or worklist entry. A run control is a type of online page that is used to begin a process, such as the batch processing of a payroll run. Run control pages generally start a program that manipulates data. A unique ID to associate each user with his or her own run control table entries. In PeopleSoft Enterprise Incentive Management, associates a particular run (and batch ID) with a period context and plan context. Every plan context that participates in a run has a separate run-level context. Because a run cannot span periods, only one run-level context is associated with each plan context. You use this set of objects to pass a query string and operators to the search engine. The search index returns a set of matching results with keys to the source documents. In PeopleSoft Enterprise Incentive Management, a collection of incentive rules that operate on transactions of a specific type. Sections enable plans to be segmented to process logical events in different sections. In commitment control, security events trigger security authorization checking, such as budget entries, transfers, and adjustments; exception overrides and notifications; and inquiries. Self-service refers to PeopleSoft applications that are accessed by end users with a browser. In PeopleSoft Enterprise Learning Management, a single meeting day of an activity (that is, the period of time between start and finish times within a day). The session stores the specific date, location, meeting time, and instructor. Sessions are used for scheduled training. In PeopleSoft Enterprise Learning Management, enables you to set up common activity characteristics that may be reused while scheduling a PeopleSoft Enterprise Learning Management activity?characteristics such as days of the week, start and end times, facility and room assignments, instructors, and equipment. A session pattern template can be attached to an activity that is being scheduled. Attaching a template to an activity causes all of the default template information to populate the activity session pattern. PeopleSoft Proprietary and Confidential 289

310 Glossary setup relationship sibling single signon source transaction SpeedChart SpeedType SQR statutory account step Structured Query Report (SQR) Summary ChartField summary ledger summary tree table TableSet sharing target currency template In PeopleSoft Enterprise Incentive Management, a relationship object type that associates a configuration plan with any structure node. A tree node at the same level as another node, where both roll up into the same parent. A node can be a sibling, parent, and child all at the same time, depending on its location in the tree. With single signon, users can, after being authenticated by a PeopleSoft application server, access a second PeopleSoft application server without entering a user ID or password. In commitment control, any transaction generated in a PeopleSoft or third-party application that is integrated with commitment control and which can be checked against commitment control budgets. For example, a pre-encumbrance, encumbrance, expenditure, recognized revenue, or collected revenue transaction. A user-defined shorthand key that designates several ChartKeys to be used for voucher entry. Percentages can optionally be related to each ChartKey in a SpeedChart definition. A code representing a combination of ChartField values. SpeedTypes simplify the entry of ChartFields commonly used together. See Structured Query Report (SQR). Account required by a regulatory authority for recording and reporting financial results. In PeopleSoft, this is equivalent to the Alternate Account (ALTACCT) ChartField. In PeopleSoft Sales Incentive Management, a collection of sections in a plan. Each step corresponds to a step in the job run. A type of printed or displayed report generated from data extracted from a PeopleSoft SQL-based relational database. PeopleSoft applications provide a variety of standard SQRs that summarize table information and data. You can use these reports as is, customize them, or create your own. You use summary ChartFields to create summary ledgers that roll up detail amounts based on specific detail values or on selected tree nodes. When detail values are summarized using tree nodes, summary ChartFields must be used in the summary ledger data record to accommodate the maximum length of a node name (20 characters). An accounting feature used primarily in allocations, inquiries, and PS/nVision reporting to store combined account balances from detail ledgers. Summary ledgers increase speed and efficiency of reporting by eliminating the need to summarize detail ledger balances each time a report is requested. Instead, detail balances are summarized in a background process according to user-specified criteria and stored on summary ledgers. The summary ledgers are then accessed directly for reporting. A tree used to roll up accounts for each type of report in summary ledgers. Summary trees enable you to define trees on trees. In a summary tree, the detail values are really nodes on a detail tree or another summary tree (known as the basis tree). A summary tree structure specifies the details on which the summary trees are to be built. The underlying PeopleSoft data format, in which data is stored by columns (fields) and rows (records, or instances). Specifies control table data for each business unit so that redundancy is eliminated. The value of the entry currency or currencies converted to a single currency for budget viewing and inquiry purposes. A template is HTML code associated with a Web page. It defines the layout of the page and also where to get HTML for each part of the page. In PeopleSoft, you use 290 PeopleSoft Proprietary and Confidential

311 Glossary templates to build a page by combining HTML from a number of sources. For a PeopleSoft portal, all templates must be registered in the portal registry, and each content reference must be assigned a template. territory TimeSpan transaction allocation transaction loading process transaction state transaction type Translate table tree unclaimed transaction uniform resource locator (URL) universal navigation header URL user interaction object In PeopleSoft Sales Incentive Management, hierarchical relationships of business objects, including regions, products, customers, industries, and participants. A relative period, such as year-to-date or current period, that can be used in various PeopleSoft General Ledger functions and reports when a rolling time frame, rather than a specific date, is required. TimeSpans can also be used with flexible formulas in PeopleSoft Projects. In PeopleSoft Enterprise Incentive Management, the process of identifying the owner of a transaction. When a raw transaction from a batch is allocated to a plan context, the transaction is duplicated in the PeopleSoft Enterprise Incentive Management transaction tables. In PeopleSoft Enterprise Incentive Management, the process during which transactions are loaded into Sales Incentive Management. During loading, the source currency is converted to the business unit currency while retaining the source currency code. At the completion of this stage, the transaction is in the first state. In PeopleSoft Enterprise Incentive Management, a value assigned by an incentive rule to a transaction. Transaction states enable sections to process only transactions that are at a specific stage in system processing. After being successfully processed, transactions may be promoted to the next transaction state and?picked up? by a different section for further processing. In PeopleSoft Enterprise Incentive Management, a way to categorize transactions to identify specific transaction types (for example, shipment, order, opportunity, and so on). Plan sections process only one type of transaction type. Transaction types can be defined based on a company s specific processes model. A system edit table that stores codes and translate values for the miscellaneous fields in the database that do not warrant individual edit tables of their own. The graphical hierarchy in PeopleSoft systems that displays the relationship between all accounting units (for example, corporate divisions, projects, reporting groups, account numbers) and determines roll-up hierarchies. In PeopleSoft Enterprise Incentive Management, a transaction that is not claimed by a node or participant after the allocation process has completed, usually due to missing or incomplete data. Unclaimed transactions may be manually assigned to the appropriate node or participant by a compensation administrator. In PeopleSoft, the term URL refers to the entire query string. The following is an example of a URL: /InternetClientServlet?ICType=Script&ICScriptProgramName=WEBLIB_BEN_ 401k.PAGES.FieldFormula.iScript_Home401k Every PeopleSoft portal includes the universal navigation header, intended to appear at the top of every page as long as the user is signed on to the portal. In addition to providing access to the standard navigation buttons (like Home, Favorites, and signoff) the universal navigation header can also display a welcome message for each user. See uniform resource locator (URL). In PeopleSoft Sales Incentive Management, used to define the reporting components and reports that a participant can access in his or her context. All Sales Incentive Management user interface objects and reports are registered as user interaction objects. User interaction objects can be linked to a compensation structure node through a compensation relationship object (individually or as groups). PeopleSoft Proprietary and Confidential 291

312 Glossary variable warehouse worksheet workflow worklist zero-rated VAT In PeopleSoft Sales Incentive Management, the intermediate results of calculations. Variables hold the calculation results and are then inputs to other calculations. Variables can be plan variables that persist beyond the run of an engine or local variables that exist only during the processing of a section. A PeopleSoft data warehouse that consists of predefined ETL maps, data warehouse tools, and DataMart definitions. A way of presenting data through a PeopleSoft Business Analysis Modeler interface that enables users to do in-depth analysis using pivoting tables, charts, notes, and history information. The background process that creates a list of administrative actions based on selection criteria and specifies the procedure associated with each action. The automated to-do list that PeopleSoft Workflow creates. From the worklist, you can directly access the pages you need to perform the next action, and then return to the worklist for another item. Abbreviation for zero-rated value-added tax. A VAT transaction with a VAT code that has a tax percent of zero. Used to track taxable VAT activity where no actual VAT amount is charged. 292 PeopleSoft Proprietary and Confidential

313 Index A B C Add Note or Attachment page (self-service) 242 additional documentation xiv Address Secondary page 183 advanced exchange RMAs 186 agreements 15, 84 See Also entitlement balances; PeopleSoft CRM Application Fundamentals PeopleBook; service levels application fundamentals xiii assigning cases fields used to assign cases 112 understanding assignment methods 27, 32, 87 using assignment searches 112 using quick codes 50 attachments to case notes 141 Audit page 146 auditing cases audit trail vs case history 142 Authorize Credit Card page 179 branch scripts 16 See Also scripts business interlinks, setting up 56 business projects 15 closing cases related to business projects 89 compared to service orders 156 in cases 153 Business Unit Options page 25 business units and setids 23 defining call center business units 19, 21 Call Center BU page 22 call center components 19 call center verticals 19, 30 caller information for helpdesk cases 107 for support cases 106 callers, identifying 77 case defaults 20, 29 Case Defaults page 29 case fields common to support and helpdesk 43 defining default values 30 delivered data 39 setting up valid values 37 case history viewing 142 Case History page 144 case management 12, 77, 141 Case page 101, 125 case resolution, process 120 case retrieval 79 Case Search page 93 case status default values 31 delivered case statuses in self-service cases 212 permitted status changes 25 rules for closing cases 89 status categories 44, 89 Case Status page 44 Case Type page 45 cases accessing 77, 93 adding vs updating 93 case history 142 cloning 78, 104, 148 identifying callers 77 pages used in case management 80 reporting on 275 resolving 112 workflow for 91 Category page 48 Charts 15 chat, contact us by 212 Close Case page (self-service) 244 closing cases 89, 212 comments, submitting xvii common cases 38 common elements xvii communicating with callers 107 component event processing 16, 92 PeopleSoft Proprietary and Confidential 293

314 Index See Also event processing components 19 See Also call center components computer/telephony integration 79 See Also CTI configuration templates 24 call center 21 modifying and creating 32 Consolidated Publications Incorporated (CPI) xiv contact information xvii content references 63 setting up HR links 66 setting up security 67 Copy Line Defaults to Existing RMA Lines page 203 country-specific documentation xvi Create a New Case - Relationship page 151 Create Case page (self-service) 232 Create Order page 162 Create RMA page 162 Create Sales Lead page 161 Create Service Order page 163 Credit Card Process History page 183 credit cards processing 85, 177, 179 reviewing transactions 183 cross-references xvi CTI tracking cases opened by 47 using to access cases 79 Customer Care page 231 Customer Connection Website xiv F G EIPs, activating for RMA functionality 55 address, default 78 employee interactions, managing 171 employees 107 See Also PeopleSoft CRM Application Fundamentals PeopleBook entitlement 84, 267 Error Validation page 115 errors reported by callers enabling processing for 25 frequently used solutions for 114 validating 114 event processing delivered data 255 overview of 16 types of actions 91 event processing actions creating case history 264 entitlement workflow 267 general workflow 256, 260 managing related case statuses 266 service level agreement workflow 268 FAQs in self-service 215, 252 Frequently Asked Questions page (self-service) 252 frequently used solutions 130 getting started CRM Call Center Applications 3 global cases 38 glossary 281 D E defaults, for call center verticals 20, 29 defects, relating to cases 161 defining items 57 documentation country-specific xvi printed xiv related xiv updates xiv Edit Contact Information page (self-service) 246 EIP options defining for HRMS integration 72 integration to PeopleSoft HRMS 71 H I helpdesk for human resources 110 helpdesk vs support 11, 19 HR Help Desk 360-Degree View search page 169 HR helpdesk 360-degree view 166 HR link definitions 61 HR link setup, understanding 61 HR pages, setting up links 61 HRHD EIP Options page 73 implementation steps 5 Installed Product List page 206 installed products PeopleSoft Proprietary and Confidential

315 Index L M N P integration with third-party credit card authorization and payment vendors 177 integrations 4 interactions and cases 92 Interactions page 145 interested parties for cases 163 reason codes for 38, 52 Interested Parties page 164 inventory, setting up links 58 leads, relating to cases 153 link categories, delivered data 62 Link Definition page 68 link definitions delivered data 63 viewing and modifying 67 linking to your HR application 113 Manage Case page (self-service) 239 Management Dashboard Analysis page 272 material returns creating RMAs 191 enabling for a call center business unit 25, 56 managing 185 relating to cases 157 setting up RMA processing 55 understanding notifications for 189 understanding processing of 185 viewing RMA status 59 Note Details page (self-service) 242 notes xvi related to cases 141 relatedtormas 207 notifications sending manually 89, 104 using event processing to send 88 Page Configurator - System Data page 216 Page Configurator page 218 Q R PeopleBooks ordering xiv PeopleCode, typographical conventions xv PeopleSoft application fundamentals xiii PeopleSoft FieldService, integration with 153 PeopleSoft Inventory, integration with 153 PeopleSoft Quality Management, integration with 153 PeopleSoft Quality, integration with 257, 261 PeopleSoft Sales, integration with 153 phone number, default 78 PINs for agreements 84, 98 Predefined Search Attributes page 221 prerequisites xiii printed documentation xiv Priority page 46 Problem Codes page 51 problem codes, RMA processing 59 Problem Description page (self-service) 241 Problem Type page 47 problem types 38, 81 product and problem information, entering 108 products, in cases 81 provider groups, assigning cases to 27, 32, 87, 112 purchasing, setting up links 58 Quick Code page 50 quick codes 50, 81 quick create 78 Reason and Solution Link page 220 Reason Code page 52 reason codes 38, 52 Relate Existing Case - Relationship page 151 Relate Quality Defect page 161 related business units 24 related cases 14 delivered relationship types 41 managing 146 PeopleSoft Proprietary and Confidential 295

316 Index S setting up relationship types 38, 53 Related Cases page 149 related documentation xiv Related Objects page 158 related objects, creating 14 Relationship Type page 53 Reopen Case page (self-service) 246 reports 15 helpdesk cases 276 solutions 280 support cases 278 requisition processing 57 requisition requester ids 58 resolution status 118 resolving cases 12, 89, 117 resolving cases vs closing cases 117 using quick codes to apply resolutions 50 return to stock RMAs 189 return-and-replace RMAs 60, 187 RMA Form - Notes and Attachments page 207 RMA Header page 194 RMA Header Return From Address page 204 RMA Line Ship To Address page 205 RMA Lines page 199 RMA problem codes 38, 51 RMAs 191 See Also material returns sales leads relating to cases 153 scripts 16 See Also PeopleSoft CRM Application Fundamentals PeopleBook relating to cases 153, 160 types of 156 Search Cases page (self-service) 237 Search Solution (self-service advanced search) page 250 Search Solution (self-service basic search) page 248 searches basic vs advanced 123 in self-service 213, 221 in the case search page 79, 97, 99 restricting by product 134 searching, for cases 95 secured cases, configuration issues 83 security case information 82 HR helpdesk 360-degree view 168 Select Solution ID page 127 self-service 13 access to cases 213, 228 autoassigning cases 27, 32 changing contact information 246 closing and reopening cases 26, 38, 52, 212, 220, 226 configuring 211 Contact Me button 32, 212, 219 creating a new case 232 customer care home 231 delivered event processing 258, 262 FAQs 215, 252 field value descriptions 42 limiting valid values for 42 managing existing cases 235 overview of 225 page configuration 211, 216, 226 pagelets 228 searching for cases 213, 221 searching for solutions 229, 231 troubleshooting scripts 215, 253 workflow 227 Service Level Management Analysis page service orders compared to business projects 156 relating to cases 89, 153 setids 21 setting up call center application tables 7 human resources tables 8 support tables 7 Severity page 46 SINs for agreements 84, 98 smart views launching and working with 269 understanding 269 solution advisor 129 troubleshooting scripts in 138 using 118 Solution Advisor - Case page 137 Solution Advisor - Execute Script page 137 Solution Advisor - Search page 130 Solution Advisor - Solution Details page 136 Solution Details page PeopleSoft Proprietary and Confidential

317 Index Solution Details page (self-service) 243 solution information, sending by 127 solution libraries, searching 134 Solution Library Setup page 222 solution searches, advanced 131 solution searches, basic 130 Solution Summary page (self-service) 251 solutions 12 See Also PeopleSoft CRM Application Fundamentals PeopleBook allowing independent text solutions 25 attempting 118 for cases closed in self-service 220 frequently used 114 reporting on 280 reviewing solution details 128 searching for 118, 122 searching for in self-service 229 tracking attempted solutions 121, using independent text solutions 118 Source page 47 Specialty Type and Detail page 49 status 39 40, 118 See Also case status; resolution status suggestions, submitting xvii support entitlement 111 Support Management Dashboard Analysis launch page 270 support vs helpdesk 11 U V W upsell opportunities 91 upselling products identifying upsell opportunities 104 relating upsell scripts to cases 153 Use Business Project page 161 Use Customer Satisfaction Script page 160 Use Lead Qualification page 160 Use Troubleshooting Guide page 160 verticals 19 See Also call center verticals View Solution page (self-service) 253 visual cues xvi warnings xvii warranties 15, 84 See Also PeopleSoft CRM Application Fundamentals PeopleBook wildcards, in searches worker 360-degree view 165 Worker Statuses to EIP page 73 workers 107 See Also PeopleSoft CRM Application Fundamentals PeopleBook T tableset controls 21 setting up for a business unit 29 telephone number, default 78 terms 281 time tracking, for cases 90 toolbar, case 104 See Also PeopleSoft CRM Application Fundamentals PeopleBook Troubleshooting Guide - Solution page 138 Troubleshooting Guide page 222, 254 troubleshooting guides in self-service 215 relating to cases 153 using 122, 138 troubleshooting guides in self-service 253 typographical conventions xv PeopleSoft Proprietary and Confidential 297