PeopleSoft 8.8 CRM Call Center Applications PeopleBook

PeopleSoft 8.8 CRM Call Center Applications PeopleBook December 2002

PeopleSoft 8.8 CRM Call Center Applications PeopleBook SKU CRM88CAL-B 1202 PeopleBooks Contributors: Teams from PeopleSoft Product Documentation and Development. Copyright 2001-2002 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 (http://www.apache.org/). Copyright (c) 1999-2000 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.

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......3 PeopleSoft CRM Call Center Applications Overview......3 PeopleSoft CRM Call Center Business Processes......3 PeopleSoft CRM Call Center Integrations...4 PeopleSoft CRM Call Center Applications Implementation......5 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

Contents Automating and Configuring PeopleSoft CRM Call Center Applications...8 Chapter 2 Introducing Call Center Applications......11 Understanding PeopleSoft Support, PeopleSoft HelpDesk, and PeopleSoft HelpDesk for Human Resources......11 Managing Cases......11 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......15 Business Projects...15 Component Event Processing...16 Scripts...16 Chapter 3 Defining Call Center Business Units...19 Understanding Call Center Business Units......19 Call Center Business Units...19 Call Center Components (Verticals)...19 Call Center Configuration Templates...21 Defining Call Center Business Units......21 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......37 Understanding Call Center Prompt Tables......37 Call Center Prompt Tables...37 iv PeopleSoft Proprietary and Confidential

Contents Delivered Values in Call Center Prompt Tables...39 Common Elements Used in this Chapter......42 Setting Up Prompt Tables for Cases......43 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......51 Page Used to Set Up Problem Codes for Material Returns...51 Setting Up Problem Codes...51 Setting Up Reason Codes......52 Page Used to Set Up Reason Codes...52 Creating Reason Codes...52 Setting Up Case Relationship Types......53 Page Used to Set Up Case Relationship Types...53 Defining Case Relationship Types and Labels...53 Chapter 5 Setting Up RMA Processing......55 Activating the Required Application Message EIPs......55 Setting Up Business Interlinks......56 Defining Call Center Business Units......56 Defining Items......57 Defining Defaults and Procurement Options for Requisition Processing......57 Defining Valid Requisition Requester IDs......58 Setting Up Links to PeopleSoft Purchasing and PeopleSoft Inventory......58 Synchronizing Problem Codes and Reason Codes......59 Viewing RMA Status......59 Processing Return-and-Replace RMAs in PeopleSoft Supply Chain Management......60 PeopleSoft Proprietary and Confidential v

Contents Chapter 6 Setting Up Links to HR Pages......61 Understanding Link Setup......61 Setting Up Content References......66 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......67 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......71 Defining EIP Options......72 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......77 Understanding Case Access......77 Case Creation...77 Case Retrieval...79 Saved Searches...79 Understanding Case Management......80 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

Contents Upsell Opportunities...91 Background Processing...91 Accessing New and Existing Cases......93 Pages Used to Access New and Existing Cases...93 Accessing New and Existing Cases...93 Managing Basic Case Information......99 Pages Used to Manage Case Information...100 Reviewing Identifying Information...101 Performing Toolbar Functions...104 Tracking Caller Information...106 Entering Product and Problem Information...108 Verifying Support Entitlement...111 Assigning a Case...112 Resolving a Case...112 Linking to Your HR Application...113 Validating Errors Reported by Callers......114 Error Message Validation...114 Page Used to Validate Errors...115 Validating an Error...115 Chapter 9 Resolving Cases......117 Understanding Case Resolution...117 Difference Between Resolved Cases and Closed Cases...117 Attempted Solutions...118 Solution Advisor Searches...122 Attempting Solutions and Tracking Solution Attempts......124 Common Elements Used in This Section...124 Pages Used for Resolving Cases...125 Tracking Attempted Solutions...125 Attempting Solutions...127 Reviewing Details of Attempted Solutions...128 Adding Resolutions Notes and Attachments...129 Using Solution Advisor...129 Common Elements Used in This Section...129 Page Used to Locate Solutions Using Solution Advisor...130 Finding Frequently Used Solutions...130 Performing Basic Solution Searches...130 Performing Advanced Solution Searches...131 PeopleSoft Proprietary and Confidential vii

Contents Using Solution Advisor Results...135 Pages Used to Review Solution Advisor Results...136 Reviewing Solution Details...136 Reviewing Cases Found By Solution Advisor...137 Running a Troubleshooting Script Found by Solution Advisor...137 Reviewing a Solution Suggested by a Troubleshooting Script...138 Chapter 10 Working Cases......141 Understanding Working a Case...141 Adding Notes and Attachments...141 Pages Used to Add Notes and Attachments...142 Adding Notes and Attachments...142 Reviewing Case History...142 Understanding Case History...142 Pages Used to Review Case History...144 Viewing the Event History of a Case...144 Viewing Interactions for a Case...145 Viewing the Audit Trail for a Case...146 Working With Related Cases...146 Understanding Related Cases...146 Pages Used to Manage Case Relationships...149 Reviewing and Initiating Case Relationships...149 Specifying Relationship Details When Relating a Case to an Existing Case...151 Specifying Relationship Details When Creating a New Case...151 Working With Related Objects...153 Understanding Related Objects...154 Pages Used to Relate a Case to Other PeopleSoft CRM Objects...158 Reviewing Related Objects and Initiating New Relationships...158 Initiating and Relating Scripts...160 Initiating and Relating Business Projects...161 Relating Quality Defects...161 Creating and Relating Sales Leads...161 Creating and Relating Orders...162 Creating and Relating Return Material Authorizations...162 Creating and Relating Service Orders...163 Identifying Interested Parties...163 Page Used to Identify Interested Parties...164 Identifying Interested Parties...164 viii PeopleSoft Proprietary and Confidential

Contents Chapter 11 Working With the Worker 360 Degree Views......165 Understanding 360-Degree Views...165 Accessing the 360-Degree View...169 Page Used to Access the 360-Degree View...169 Accessing the 360-Degree View...169 Managing Employee Interactions......170 Page Used Manage Employee Interactions...171 Managing Employee Interactions...171 Chapter 12 Managing Credit Card Payments......177 Understanding Credit Card Processing...177 Processing Options...177 Credit Card Transactions...177 Transaction Process Flow...178 Processing Credit Cards and Reviewing the Transactions......179 Pages Used to Process Credit Cards and Review the Transactions...179 Submitting Credit Card Information for Authorization...179 Reviewing Credit Card Transactions...183 Chapter 13 Managing Material Returns......185 Understanding Material Return Processing...185 RMA Process Flows...185 RMA Notifications...189 Default Values for RMA Lines...190 Creating RMA Transactions...191 Prerequisites...191 Pages Used to Create RMA Transactions...194 Creating an RMA Transaction...194 Entering RMA Line Information...199 Specifying Information to Copy to Lines on the RMA Form...203 Entering or Viewing the Return From Address Information...204 Specifying a Ship To Address for Replacement Orders...205 Selecting the Installed Product Record...206 Viewing the Installed Product Hierarchy...207 Adding Notes and Attachments...207 PeopleSoft Proprietary and Confidential ix

Contents Part 3 Self-Service Chapter 14 Configuring Self-Service......211 Understanding Self-Service Configuration...211 Field Configuration in Self-Service Components...211 Notifications and the Contact Me Regarding This Problem Button...212 Contact Us by Chat...212 Association of Solutions With Case Closure Reasons...212 Search Descriptions for Predefined Searches...213 Troubleshooting Guide and FAQ Configuration...215 Hiding Fields in the Self-Service Case Components......216 Pages Used to Review and Hide Fields in the Self-Service Case Components...216 Reviewing Fields...216 Hiding Fields in the Self-Service Case Component...218 Configuring Contact Me Notifications...219 Associating Solutions With Reasons for Closing Cases......220 Page Used to Associate Solutions With Reasons for Closing Cases...220 Identifying Solutions...220 Updating Search Descriptions...221 Page Used to Update Search Descriptions...221 Updating Predefined Search Descriptions...221 Configuring Troubleshooting Guide and FAQ Solution Libraries......221 Pages Used to Configure FAQ and Troubleshooting Guide Solution Libraries...222 Configuring a Troubleshooting Guide Solution Library...222 Configuring a FAQ Solution Library...222 Chapter 15 Working with Self-Service Transactions......225 Understanding Self-Service Transactions...225 Self-Service Transactions...225 Configurable Functionality...226 Self-Service Interface Elements...228 Self-Service Data Access...228 Solution Tracking in Self-Service...229 Confirmation Pages...230 Accessing Self Service Transactions...231 x PeopleSoft Proprietary and Confidential

Contents Pages Used to Access Self Service Transactions...231 Accessing Customer Care Transactions...231 Creating a Case...232 Pages Used to Create a Case...232 Creating a Case...232 Managing Cases...235 Pages Used to Manage Cases...236 Searching for Cases...237 Viewing Case Information...239 Viewing the Complete Description of a Problem...241 Viewing Case Notes...242 Entering a New Case Note...242 Viewing a Solution...243 Entering the Reason for Closing a Case...244 Entering the Reason for Reopening a Case...246 Changing Contact Information...246 Searching for Solutions...247 Pages Used to Search for Solutions...248 Performing a Basic Solution Search...248 Searching for Solutions Using Field-Specific Search Criteria...250 Viewing Solution and Indicating Whether a Solution Solved a Problem...251 Accessing Frequently Asked Questions...252 Pages Used to Access Frequently Asked Questions...252 Selecting a Topic...252 Reviewing Solutions...253 Selecting and Running Troubleshooting Guides...253 Pages Used to Select and Run Troubleshooting Guides...253 Using Troubleshooting Guides...254 Running Scripts in Self-Service...254 Appendix A Delivered Call Center Event Handlers......255 Understanding Delivered Event Handlers...255 Support Case General Workflow Event Handlers...256 Agent-Facing Case Component...256 Self-Service - Manage Case Component...258 Self-Service - Create Case Component...260 HelpDesk Case General Workflow Event Handlers...260 Agent-Facing Case Component...261 PeopleSoft Proprietary and Confidential xi

Contents Self-Service - Manage Case Component...262 Self-Service - Create Case Component...264 Case History Event Handlers...264 PeopleSoft Support Case History Event Handler...264 PeopleSoft HelpDesk Case History Event Handler...266 Case Relationship Event Handlers...266 PeopleSoft Support Case Relationship Event Handler...267 PeopleSoft HelpDesk Case Relationship Event Handler...267 Entitlement-Related Event Handlers...267 Entitlement Workflow Event Handler...267 Entitlement Balances Event Handler...268 Appendix B PeopleSoft Support Smart Views......269 Understanding Smart Views...269 Launching and Working With Smart Views...269 Pages Used to Launch Smart Views...270 Running the Support Management Dashboard Analysis Smart View...270 Running the Service Level Management Analysis Smart View...271 Working With the Management Dashboard Analysis Smart View...272 Working With the Service Level Management Analysis Smart View...272 Appendix C PeopleSoft CRM Call Center Reports...275 PeopleSoft CRM Call Center Reports: A to Z...275 PeopleSoft HelpDesk Reports...276 PeopleSoft Support Reports...278 Solution Reports...280 Glossary of PeopleSoft Terms...281 Index...293 xii PeopleSoft Proprietary and Confidential

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

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, http://www.peoplesoft.com/corp/en/login.asp 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 Email 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

General Preface Telephone Contact CPI at 800 888 3559. Email Send email to CPI at psoftpress@cc.larwood.com. See Also PeopleSoft Customer Connection Website, http://www.peoplesoft.com/corp/en/login.asp 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

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

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. 4460 Hacienda Drive Pleasanton, CA 94588 Or send email comments to doc@peoplesoft.com. While we cannot guarantee to answer every email 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

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

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

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

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

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

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

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

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

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 19 2. Definecasestatuses. Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Case Statuses, page 44 3. Definecasetypes. Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Case Types, page 45 4. Definecasepriorities. Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Case Priorities, page 46 5. Definecaseseverities. Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Case Severity Values, page 46 6. Definecasesources. Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Case Sources, page 47 7. Definecasecategories, types,and details. Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Case Categories, page 48 8. Definequick codes. Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Quick Codes, page 50 9. Definereason codes. Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Reason Codes, page 52 10. Define case relationship types. Chapter 4, Setting Up Call Center Prompt Tables, Setting Up Case Relationship Types, page 53 11. Define case audit processing. PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Auditing for Cases and Inbound Email 12. Define self-servicepageconfiguration. Chapter 14, Configuring Self-Service, page 211 13. Defineself-servicecaseclosureprocessing. Chapter 14, Configuring Self-Service, Associating Solutions With Reasons for Closing Cases, page 220 14. Define self-servicecase searches. Chapter 14, Configuring Self-Service, Updating Search Descriptions, page 221 15. 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

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 51 2. 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 71 2. 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 email 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

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

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

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

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