PeopleSoft 8.8 CRM for Financial Services … for Financial Services PeopleBook December 2002 PeopleSoft 8.8 CRM for Financial Services PeopleBook SKU CRM88FSI-B 1202 PeopleBooks Contributors:

PeopleSoft 8.8CRM for Financial ServicesPeopleBook

December 2002

PeopleSoft 8.8CRM for Financial Services PeopleBookSKU CRM88FSI-B 1202

PeopleBooks Contributors: Teams from PeopleSoft Product Documentation and Development.Copyright 2001-2002 PeopleSoft, Inc. All rights reserved.

Printed in the United States.

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 PeopleSoftagreement. No part of this documentation may be reproduced, stored in a retrieval system, or transmittedin 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 containedin 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 accordancewith the applicable license agreement which should be read carefully as it governs the terms of useof the software and this document, including the disclosure thereof.

PeopleSoft, PeopleTools, PS/nVision, PeopleCode, PeopleBooks, PeopleTalk, and Vantive are registeredtrademarks, and Pure Internet Architecture, Intelligent Context Manager, and The Real-Time Enterprise aretrademarks of PeopleSoft, Inc. All other company and product names may be trademarks of their respectiveowners. 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 LIMITEDTO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULARPURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE APACHE SOFTWARE FOUNDATION OR ITSCONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, ORCONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTEGOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVERCAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY,OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USEOF 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 ordocumentation and disclaims any and all liability or damages resulting from use of said software or documentation.

Contents

General PrefaceAbout This PeopleBook ... .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xiiiPeopleSoft Application Prerequisites.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xiiiPeopleSoft Application Fundamentals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xiiiRelated Documentation.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xiv

Obtaining Documentation Updates.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .xivOrdering Printed Documentation.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .xiv

Typographical Conventions and Visual Cues.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xvTypographical Conventions.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .xvVisual Cues.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .xvi

Comments and Suggestions.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xviiCommon Elements in These PeopleBooks .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xvii

PrefacePeopleSoft 8.8 CRM for Financial Services Preface.. .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xixPeopleSoft Application Fundamentals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xixPeopleSoft CRM Automation and Configuration Tools.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xixPeopleSoft CRM Services Foundation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xx

Chapter 1Getting Started With PeopleSoft CRM for Financial Services.. . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1PeopleSoft CRM for Financial Services Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1PeopleSoft CRM for Financial Services Business Processes.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1PeopleSoft CRM for Financial Services Integrations.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2PeopleSoft CRM for Financial Services Implementation.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

Implementing CRM Cross-Product Functionality. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . .3Setting Up PeopleSoft CRM for Financial Services Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . .4Setting Up PeopleSoft CRM for Financial Services Customers.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . .4Setting Up PeopleSoft CRM for Financial Services Products.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . .5Setting Up PeopleSoft CRM for Financial Services Arrangements and Contracts. . . . . . . . . . . . . . . .. . . . . . . . . .5Setting Up PeopleSoft CRM for Financial Services Sites and Service Locations.. . . . . . . . . . . . . . . . .. . . . . . . . . .6Setting Up PeopleSoft CRM for Financial Services Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . .6Setting Up PeopleSoft CRM for Financial Services Internet Product Sales. . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . .6Setting Up PeopleSoft CRM for Financial Services Internet Banking.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . .7

PeopleSoft Proprietary and Confidential iii

Contents

Automating and Configuring PeopleSoft CRM for Financial Services.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . .7

Chapter 2Setting up Security in PeopleSoft CRM for Financial Services.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9Understanding FSI Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Understanding System Data for FSI Roles and Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .10Setting Up FSI Security Codes.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

Pages Used to Set Up FSI Security Codes.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .12Setting Up Security Role Codes .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .12Setting Up Security Transaction Codes .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .13Setting Up Security Operator Codes .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .14Setting Up Security Denial Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .14

Defining and Maintaining Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14Pages Used to Define and Maintain Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .15Setting Up the Security Matrix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .15

Working With Security Matrix Functions.. . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17Security Matrix Setup Function.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .17Security Matrix Setup by Role Function.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .17Monitoring Security Access .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .18Setting Up Navigation Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .19Mapping Roles.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .19

Chapter 3Setting Up the Business Object Relationship Model in PeopleSoft CRM forFinancial Services.. .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21Understanding the Business Object Relationship Model in PeopleSoft CRM for Financial Services. . . . . . . . .21Prerequisites.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22Setting Up Consumers in CRM for Financial Services.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23

Pages Used to Set Up Consumers .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .23Defining Consumer General Information.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .23Viewing Consumer Bill Payees.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .26Viewing Consumer Financial Accounts.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .27

Setting Up Companies in CRM for Financial Services.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27Pages Used to Set Up Companies .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .28Defining Company General Information.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .28Viewing and Maintaining Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .30Viewing Company Financial Accounts.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .30

Setting Up Contacts in CRM for Financial Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

iv PeopleSoft Proprietary and Confidential

Contents

Page Used to Set Up FSI-Specific Features for Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .31Defining Contact General Information.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .31

Setting Up Partnerships in CRM for Financial Services.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33Pages Used to Set Up Partnerships .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .34Defining Partnership General Information.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .34Viewing and Maintaining Partnership Sites.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .36Viewing and Maintaining Partnership Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .37Viewing Partnership Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .37Viewing Partnership Financial Accounts.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .37Viewing and Maintaining Partnership Relationships.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .37Adding Notes.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .38

Setting Up Alternate Capacities in CRM for Financial Services.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38Pages Used to Set Up Alternate Capacities .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .38Defining Alternate Capacity General Information.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .38Viewing and Maintaining Alternate Capacity Sites.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .40Viewing and Maintaining Alternate Capacity Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .40Viewing Alternate Capacity Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .41Viewing Alternate Capacity Financial Accounts.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .41Viewing and Maintaining Alternate Capacity Relationships.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .41Adding Notes.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .41

Chapter 4Setting Up Products and Product Groups.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43Understanding Product . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43Understanding Internal and External Visibility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44Understanding Attributes in CRM for Financial Services.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44Understanding Product Application Forms .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45Understanding Product Attachments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .46Understanding Product Relationships.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .46Setting Up and Maintaining a Product Group.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47

Pages Used to Define a Product Group .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .47Defining the Product Group.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .48Viewing the Product Group Attributes.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .48Confirming the Linked Products.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .48

Defining Products and Product Packages.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49Pages Used to Define Products.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .50Defining the Product.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .50Linking the Product to a Product Group.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .52Defining the External Description.. .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .52

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Associating Applications With the Product. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .53Defining Regions.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .54Viewing the Product Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .55Viewing Product Packages .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .56

Defining Product Relationships.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56Pages Used to Define Product Relationships .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .56Defining Product Relationships.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .56

Chapter 5Setting Up and Maintaining Arrangements and Contracts... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59Understanding Arrangements and Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59Understanding Contracts and Arrangements in the Sales Process .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60

Retrieve an Available Contract. . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .61Retrieve a Complete Set of Terms and Conditions.. . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .61

Setting Up and Maintaining Arrangements .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62Pages Used to Define Arrangements .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .63Defining the Arrangement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .63Viewing the Attributes .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .65Viewing Arrangement Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .66

Setting Up and Maintaining Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67Pages Used to Set Up and Maintain Contracts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .67Setting Up Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .67Viewing Contract Attributes.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .69

Setting Up and Aligning Attribute Definitions for Products, Arrangements, Contracts, and theSales Process .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .70

Chapter 6Setting Up Sites and Service Locations in PeopleSoft CRM for Financial Services. . . . . . . . . .71Understanding Service Locations.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71

Common Elements Used in This Chapter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .72Setting Up and Maintaining Sites... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72

Pages Used to Set Up and Maintain Sites .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .73Setting Up and Maintaining Sites.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .73Defining Site Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .74Defining Site Relationships .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .74Defining Notes .. . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .74

Setting Up and Maintaining Service Location Information.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .74Understanding Hours of Operation.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .74

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Pages Used to Set Up and Maintain Service Locations .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .75Defining Service Location Sites.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .75Defining Service Location Services .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .78Defining Service Location Hours of Operation .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .78Defining Service Location Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .79Defining Service Location Relationships .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .79Defining Service Location Notes and Attachments .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .80

Setting up Services.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .80Pages Used to Set Up Services .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .80Defining a Service .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .80Linking the Service with Service Locations .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .81

Working with the Service Location Finder. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81

Chapter 7Setting Up Internet Banking... .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83Understanding Internet Banking .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83Understanding Customer Account Information.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84Understanding Banking Transactions.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85Understanding Transaction Processing.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87Working With the 360-Degree View.. . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88

Pages Used to Work With the 360-Degree View .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .89Setting Up User Links on the Search Page.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .89Accessing the 360-Degree View... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .90Working With the 360–Degree View.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .91

Setting Up Financial Transactions.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .92Pages Used to Set Up Financial Transactions .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .93Setting Up Defaults for Account. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .93Setting Up Traveler’s Check Denomination.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .93Setting Up a Bill Category.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .94Setting Up Transaction Configuration.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .94Setting Up a Segment Code Image.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .95

Chapter 8Setting Up Financial Account Integration in PeopleSoft CRM for Financial Services. . . . . . . . .97Understanding Financial Accounts.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97Understanding Views of Financial Accounts.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .98Understanding Financial Account Types.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .98Understanding Integration with Legacy Systems.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .99

PeopleSoft Proprietary and Confidential vii

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The Big Picture.. . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .99Terms.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .99

Setting Up Integration with Legacy Systems.. .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .100Delivered XML Templates.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .100Delivered Flat File Templates.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .100Delivered Flat File Processes.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .101Assumptions for XML Integration.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .101Assumptions for File Integration.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .103

Chapter 9Working With Internet Product Sales... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .105Understanding Internet Product Sales.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .105Understanding Catalogs.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .106Understanding Applications.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .109Incomplete Product Applications.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .109Setting Up Online Application Forms.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .110

Pages Used to Set Up Online Application Forms .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .110Setting Up Online Application Forms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .110Viewing Related Product. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .113

Chapter 10Working with Customer Accounts... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .115Changing the Account Nickname.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .115

Page Used to Change Account Nickname ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .115Changing the Account Nickname... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .115

Changing the Account Address.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .116Page Used to Change the Account Address .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .116Changing the Account Address.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .116

Modifying the Account. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .118Pages Used to Modify the Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .119Modifying the Account Fee . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .119Modifying the Account Relationships .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .120Modifying the Credit Card Parameters .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .120Modifying the Currency .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .121Modifying the Product . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .121Modifying the Status .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .122Modifying the TIN Type and Number .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .122Reversing Transaction Fees.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .123

viii PeopleSoft Proprietary and Confidential

Contents

Managing ATM Card Details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .123Pages Used to Manage ATM Cards .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .124Managing ATM Cards.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .124Replacing the ATM Card.. . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .126Suspending an ATM Card.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .126Canceling an ATM Card.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .127Changing Linked Accounts... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .127Enabling or Disabling Card Features.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .128Changing Limits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .128Changing Card Type.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .128

Issuing an ATM Card.. .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .129Pages Used to Issue an ATM Card .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .129Viewing an ATM Card Summary .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .129Issuing a New ATM Card .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .130

Viewing Financial Account Information.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .131Pages Used to View Financial Account Information .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .132Viewing Financial Account Information.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .132

Chapter 11Working with Self-Service Transactions in PeopleSoft CRM for Financial Services. . .. . . . . .141Understanding Self-Service Transactions in PeopleSoft CRM for Financial Services. . . . . . . . . . . . . . . . . . . . . . .141

Self-Service View.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .141Self-Service Data Access.. . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .143Confirmation Pages.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .143

Prerequisites.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .144Working With Customer Care Transactions.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .145

Pages Used to Work With Customer Care Transactions.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .146Accessing Customer Care Transactions.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .146Creating Issues.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .147Searching for Issues.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .148Searching for Solutions.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .149Viewing Frequently Asked Questions.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .149Viewing Troubleshooting Guides.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .149

Administering Accounts.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .149Pages Used to Administer Accounts .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .149Accessing Account Administration Transactions.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .149Changing Account Addresses.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .150Changing Account Nicknames.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .151

Working With Order Capture.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .152

PeopleSoft Proprietary and Confidential ix

Contents

Pages Used to Order Product. . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .153Browsing the Catalog.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .153Viewing Products.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .154Comparing Products.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .154Viewing Product Details. .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .155Applying for a Product. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .156

Performing Banking Transactions.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .158Pages Used to Perform Banking Transactions .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .159Accessing Banking Transactions.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .159Setting Up Automatic Funds Transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .160Setting Up a One-Time Funds Transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .161Reordering a Checkbook.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .162Stopping Payment on a Check.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .163Paying Bills. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .163Ordering a Copy of a Check.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .164Ordering a Copy of a Statement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .165Ordering Foreign Currency.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .166Ordering Cashier’s Checks.. . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .166Ordering Traveler’s Checks.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .167

Searching for Locations.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .169Page Used to Search for Locations.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .169Searching for Locations.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .169

Managing User Profile Information.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .170Pages Used to Manage User Profile Information .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .171Accessing User Profile Information.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .171

Selecting the Customer... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .171Page Used to Select the Customer .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .172Selecting the Customer.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .172

Chapter 12Managing Issues in PeopleSoft CRM for Financial Services.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .173Understanding Issue and Solution Management in CRM for Financial Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . .173Prerequisites.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .173Setting Up Issue Types and Subtypes.. .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .174

Page Used to Manage Issue Types and Subtypes .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .174Setting Up Issue Types and Subtypes.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .174Viewing Related Events and Business Projects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .175

Managing Issues.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .176Pages Used to Manage Issues .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .177

x PeopleSoft Proprietary and Confidential

Contents

Managing Issues.. . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . .177Adding Notes .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .181Reviewing Issue History.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .181Working with Related Issues.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .182Working with Related Objects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .182Identifying Interested Parties.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .182

Glossary of PeopleSoft Terms..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .183

Index .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .195

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Contents

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 notdocumented with the process or task in which it is used, then either it requires no additional explanation or itis documented with common elements for the section, chapter, PeopleBook, or product line. Elements thatare common to all PeopleSoft applications are defined in this preface.

PeopleSoft Application PrerequisitesTo benefit fully from the information that is covered in these books, you should have a basicunderstanding 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 byusing PeopleSoft windows, menus, and pages. You should also be comfortable using the World WideWeb 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 needto use the system and implement your PeopleSoft applications most effectively.

PeopleSoft Application FundamentalsEach application PeopleBook provides implementation and processing information for your PeopleSoftdatabase. However, additional, essential information describing the setup and design of your systemappears 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 allPeopleSoft 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 shouldbe 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 DocumentationThis section discusses how to:

• Obtain documentation updates.

• Order printed documentation.

Obtaining Documentation UpdatesYou can find updates and additional documentation for this release, as well as previous releases,on the PeopleSoft Customer Connection Website. Through the Documentation section ofPeopleSoft 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 PeopleSoftdocumentation that is delivered on your PeopleBooks CD-ROM.

Important! Before you upgrade, you must check PeopleSoft Customer Connection for updates to theupgrade instructions. PeopleSoft continually posts updates as the upgrade process is refined.

See AlsoPeopleSoft Customer Connection Website, http://www.peoplesoft.com/corp/en/login.asp

Ordering Printed DocumentationYou can order printed, bound volumes of the complete PeopleSoft documentation that is deliveredon your PeopleBooks CD-ROM. PeopleSoft makes printed documentation available for eachmajor release shortly after the software is shipped. Customers and partners can order printedPeopleSoft documentation by using any of these methods:

• Web

• Telephone

• Email

WebFrom the Documentation section of the PeopleSoft Customer Connection Website, access the PeopleSoftPress Website under the Ordering PeopleBooks topic. The PeopleSoft Press Website is a joint venturebetween PeopleSoft and Consolidated Publications Incorporated (CPI), the book print vendor. Use acredit card, money order, cashier’s check, or purchase order to place your order.

xiv PeopleSoft Proprietary and Confidential

General Preface

TelephoneContact CPI at 800 888 3559.

EmailSend email to CPI at [email protected].

See AlsoPeopleSoft Customer Connection Website, http://www.peoplesoft.com/corp/en/login.asp

Typographical Conventions and Visual CuesThis section discusses:

• Typographical conventions.

• Visual cues.

Typographical ConventionsThe 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 thatmust be included literally in the function call.

Italics Indicates field values, emphasis, and PeopleSoft or otherbook-length publication titles. In PeopleCode syntax,italic items are placeholders for arguments that yourprogrammust supply.

We also use italics when we refer to words as words orletters as letters, as in the following: Enter the number 0,not the letterO.

KEY+KEY Indicates a key combination action. For example, a plussign (+) between keys means that you must hold downthe first key while you press the second key. For ALT+W,hold down the ALT key while you pressW.

Monospace font Indicates a PeopleCode program or other code example.

? ? (quotation marks) Indicate chapter titles in cross-references and words thatare 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 repeatedany number of times in PeopleCode syntax.

{ } (curly braces) Indicate a choice between two options in PeopleCodesyntax. 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 alreadyinstantiated 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 governmentmarket, 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, andthe country codes from the International StandardsOrganization are used for specific countries. Here is anexample:

(GER) If you’re administering German employees,German law requires you to indicate special nationalityand citizenship information for German workers usingnationality codes established by the German DEUEVDirective.

Cross-references PeopleBooks provide cross-references either belowthe heading ?See Also? or on a separate line precededby the word See. Cross-references lead to otherdocumentation that is pertinent to the immediatelypreceding documentation.

Visual CuesPeopleBooks contain the following visual cues.

NotesNotes 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 concernswhat you must do for the system to function properly.

Important! Example of an important note.

WarningsWarnings indicate crucial configuration considerations. Pay close attention to warning messages.

Warning! Example of a warning.

Comments and SuggestionsYour comments are important to us. We encourage you to tell us what you like, or whatyou would like to see changed about PeopleBooks and other PeopleSoft reference andtraining materials. Please send your suggestions to:

PeopleSoft Product Documentation Manager PeopleSoft, Inc. 4460 Hacienda Drive Pleasanton, CA 94588

Or send email comments to [email protected].

While we cannot guarantee to answer every email message, we will pay careful attentionto your comments and suggestions.

Common Elements in These PeopleBooksAs of Date The last date for which a report or process includes data.

Business Unit An ID that represents a high-level organization of business information.You can use a business unit to define regional or departmentalunits within a larger organization.

Description Enter up to 30 characters of text.

Effective Date The date on which a table row becomes effective; the date that an actionbegins. For example, to close out a ledger on June 30, the effective datefor the ledger closing would be July 1. This date also determines whenyou can view and change the information. Pages or panels and batchprocesses that use the information use the current row.

Once, Always, and Don’tRun

Select Once to run the request the next time the batch process runs. After thebatch 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.

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General Preface

Report Manager 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 showyou a description of the report and the distribution list).

Process Monitor Click to access the Process List page, where you can view thestatus of submitted process requests.

Run Click to access the Process Scheduler request page, where you can specify thelocation where a process or job runs and the process output format.

Request ID An ID that represents a set of selection criteria for a report or process.

User ID An ID that represents the person who generates a transaction.

SetID An ID that represents a set of control table information, or TableSets.TableSets enable you to share control table information and processing optionsamong business units. The goal is to minimize redundant data and systemmaintenance tasks. When you assign a setID to a record group in a businessunit, you indicate that all of the tables in the record group are shared betweenthat business unit and any other business unit that also assigns that setID tothat record group. For example, you can define a group of common job codesthat are shared between several business units. Each business unit that sharesthe job codes is assigned the same setID for that record group.

Short Description Enter up to 15 characters of text.

See AlsoUsing PeopleSoft Applications

PeopleSoft Process Scheduler

xviii PeopleSoft Proprietary and Confidential

PeopleSoft 8.8 CRM for Financial Services Preface

This preface discusses:

• PeopleSoft CRM application fundamentals.

• PeopleSoft CRM automation and configuration tools.

• PeopleSoft CRM services foundation.

PeopleSoft Application FundamentalsThe PeopleSoft CRM for Financial Services PeopleBook provides implementation and processing informationfor your PeopleSoft financial services applications. However, additional essential information describing thesetup and design of your system appears in a companion volume of documentation called PeopleSoft CRMApplication 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 manyor all PeopleSoft applications across the CRM product line. Whether you are implementing a singleapplication, some combination of applications within the product line, or the entire PeopleSoft CRMsystem, you should be familiar with the contents of this central PeopleBook. It is the starting pointfor fundamentals, such as setting up control tables and administering security.

See AlsoPeopleSoft CRM Application Fundamentals PeopleBook.

PeopleSoft CRM Automation and Configuration ToolsThe PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook discussesautomation and configuration tools that are common to multiple CRM applications. This isan 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, andindustry-specific field labels and field values.

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Preface

PeopleSoft CRM Services FoundationThe PeopleSoft 8.8 CRM Services Foundation PeopleBook discusses configuration options thatare common to PeopleSoft FieldService and the PeopleSoft call center applications (PeopleSoftSupport, HelpDesk, and HelpDesk for Human Resources).

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 bycall 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 reportedcases and the location of field service activity through Map Dashboard.

xx PeopleSoft Proprietary and Confidential

CHAPTER 1

Getting Started With PeopleSoft CRM forFinancial Services

This chapter provides an overview of the PeopleSoft CRM for Financial Services PeopleBook and discusses:

• PeopleSoft CRM for Financial Services business processes.

• PeopleSoft CRM for Financial Services integrations.

• PeopleSoft CRM for Financial Services implementation.

PeopleSoft CRM for Financial Services OverviewPeopleSoft CRM for Financial Services utilizes the power of PeopleSoft CRM and provides industry specificfunctionality to meet your business needs. PeopleSoft CRM for Financial Services enables you to providefull-featured support for all financial products and services you offer to your customers.

Note. This book focuses on the setup and usage of Financial Services functionality and doesnot discuss core CRM setup or usage. It is highly recommended that you review the referencesprovided in each chapter before beginning your implementation.

PeopleSoft CRM for Financial Services Business ProcessesThis section summarizes the PeopleSoft CRM for Financial Services business processes. We discussthese business processes in the business process chapters in this PeopleBook.

Internet Product SalesInternet product sales enables users to:

• Browse product catalogs.

• Compare and select products.

• Review features, services, and terms and conditions.

• Apply for product.

• Save incomplete product applications.

• Resume the application process.

PeopleSoft Proprietary and Confidential 1

Getting Started With PeopleSoft CRM for Financial Services Chapter 1

Account ManagementAccount management enables users to:

• Update account information such as the account nickname or account address.

• Modify accounts by making changes to the account fees, relationships, credit card parameters, currency,insurance policy payment terms, products, status, or TIN type and number.

• Modify ATM cards by replacing the card, suspending the card, canceling or re-activating the card, changinglinked accounts, changing limits, changing the card type, or enabling or disabling card features.

• Issue ATM cards.

• Review financial account details including general account information, account relationships, ATM cards,terms and conditions, fees, and account history. The user can also view transactions and bill payment history.

• Perform banking transactions including setting up automatic fund transfers, initiating one-time fundtransfers, reordering checkbooks, stopping check payment, paying bills, ordering copies of checks or accountstatements, ordering foreign currency, ordering cashier’s checks, or ordering traveler’s checks.

Self-Service TransactionsSelf-service transactions enable self-service users to:

• Work with Customer Care transactions such as creating new issues, searching issues, searching solutions,searching Frequently Asked Questions, and viewing troubleshooting guides.

• Administer accounts by changing the account address or account nickname.

• Browse product catalogs to view information about product offerings and apply for product online.

• Perform banking transactions including setting up automatic fund transfers, initiating one-time fundtransfers, reordering checkbooks, stopping check payment, paying bills, ordering copies of checks or accountstatements, ordering foreign currency, ordering cashier’s checks, or ordering traveler’s checks.

• Search for locations offering specific products or services.

• Update their personal profiles including user name, password, default address, phone number,or email, and view and maintain an address book.

PeopleSoft CRM for Financial Services IntegrationsPeopleSoft CRM for Financial Services integrates with the following PeopleSoft applications:

• PeopleSoft Support

• PeopleSoft Self-Service Support

• PeopleSoft Order Capture

• PeopleSoft Marketing

• PeopleSoft Sales

We discuss integration considerations in the implementation chapters in this PeopleBook.

2 PeopleSoft Proprietary and Confidential

Chapter 1 Getting Started With PeopleSoft CRM for Financial Services

PeopleSoft CRM for Financial Services ImplementationThe PeopleSoft CRM for Financial Services implementation can be divided into twophases: core and industry-specific.

In the planning phase of your implementation, take advantage of all PeopleSoft sources of information,including the installation guides, table-loading sequences, data models, and business process maps. Acomplete list of these resources appears in the preface in the PeopleSoft 8.8 CRM Application FundamentalsPeopleBook, with information about where to find the most current version of each.

This section discusses how to:

• Set up core PeopleSoft CRM cross-product functionality.

• Set up PeopleSoft CRM for Financial Services security.

• Set up PeopleSoft CRM for Financial Services customers.

• Set up PeopleSoft CRM for Financial Services products.

• Set up PeopleSoft CRM for Financial Services arrangements and contracts.

• Set up PeopleSoft CRM for Financial Services service locations.

• Set up PeopleSoft CRM for Financial Services Support

• Set up PeopleSoft CRM for Financial Services Internet product sales.

• Set up PeopleSoft CRM for Financial Services Internet banking.

• Automating and Configuring PeopleSoft CRM for Financial Services

Implementing CRM Cross-Product FunctionalityThis 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 Startedwith PeopleSoft CRM Applications”.

Step Reference

1. Set up PeopleSoft CRM global application tables. PeopleSoft 8.8 CRM Application FundamentalsPeopleBook, “Getting Started with PeopleSoft CRMApplications,” Setting Up PeopleSoft CRMGlobalApplication Tables

2. Define customers. PeopleSoft 8.8 CRM Application FundamentalsPeopleBook, “Getting Started with PeopleSoft CRMApplications,” Setting Up Customers andWorkers

3. Set up the customer 360-Degree View. PeopleSoft 8.8 CRM Application FundamentalsPeopleBook, “Getting Started with PeopleSoft CRMApplications,” Setting Up the Customer 360-Degree View

4. Set up customer self-service. PeopleSoft 8.8 CRM Application FundamentalsPeopleBook, “Getting Started with PeopleSoft CRMApplications,” Setting Up Customer Self-Service



Step Reference5. Set up integrations. PeopleSoft 8.8 CRM Application Fundamentals

PeopleBook, “Getting Started with PeopleSoft CRMApplications,” Setting Up Integrations

6. Set up PeopleSoft common components. PeopleSoft 8.8 CRM Application FundamentalsPeopleBook, “Getting Started with PeopleSoft CRMApplications,” Setting Up PeopleSoft CommonComponents

7. Set up ESRI. PeopleSoft 8.8 CRM Services Foundation PeopleBook,“Setting Up ESRI Integration”

Setting Up PeopleSoft CRM for Financial Services SecurityThis section discusses the implementation steps for setting up security in PeopleSoft CRM for Financial Services.

Step Reference

1. Set up security codes. Chapter 2, “Setting up Security in PeopleSoft CRM forFinancial Services,” Setting Up FSI Security Codes, page12

2. Set up the security matrix. Chapter 2, “Setting up Security in PeopleSoft CRM forFinancial Services,”WorkingWith Security MatrixFunctions, page 17

3. Set up security trace access. Chapter 2, “Setting up Security in PeopleSoft CRM forFinancial Services,” Monitoring Security Access , page 18

4. Set up navigation security. Chapter 2, “Setting up Security in PeopleSoft CRM forFinancial Services,” Setting Up Navigation Security,page 19

5. Set up role mapping. Chapter 2, “Setting up Security in PeopleSoft CRM forFinancial Services,” Mapping Roles, page 19

Setting Up PeopleSoft CRM for Financial Services CustomersThis section discusses the implementation steps for setting up customers inPeopleSoft CRM for Financial Services.

Step Reference

1. Set up consumers. Chapter 3, “Setting Up the Business Object RelationshipModel in PeopleSoft CRM for Financial Services,” SettingUp Consumers in CRM for Financial Services, page 23

2. Set up companies. Chapter 3, “Setting Up the Business Object RelationshipModel in PeopleSoft CRM for Financial Services,” SettingUp Companies in CRM for Financial Services, page 27

3. Set up contacts. Chapter 3, “Setting Up the Business Object RelationshipModel in PeopleSoft CRM for Financial Services,” SettingUp Contacts in CRM for Financial Services, page 31



Step Reference4. Set up partnerships. Chapter 3, “Setting Up the Business Object Relationship

Model in PeopleSoft CRM for Financial Services,” SettingUp Partnerships in CRM for Financial Services, page 33

5. Set up alternate capacities. Chapter 3, “Setting Up the Business Object RelationshipModel in PeopleSoft CRM for Financial Services,” SettingUp Alternate Capacities in CRM for Financial Services,page 38

Setting Up PeopleSoft CRM for Financial Services ProductsThis section discusses the implementation steps for setting up products inPeopleSoft CRM for Financial Services.

Step Reference

1. Define product groups. Chapter 4, “Setting Up Products and Product Groups,”Setting Up and Maintaining a Product Group, page 47

2. Define products. Chapter 4, “Setting Up Products and Product Groups,”Defining Products and Product Packages, page 49

3. Define product relationships. Chapter 4, “Setting Up Products and Product Groups,”Defining Product Relationships, page 56

4. Set up product catalogs. PeopleSoft 8.8 CRM Application FundamentalsPeopleBook, “Creating Catalogs”

Setting Up PeopleSoft CRM for Financial ServicesArrangements and ContractsThis section discusses the implementation steps for setting up arrangements and contractsin PeopleSoft CRM for Financial Services.

Step Reference

1. Set up arrangements. (optional) Chapter 5, “Setting Up andMaintaining Arrangements andContracts,” Setting Up and Maintaining Arrangements ,page 62

2. Set up contracts. (optional) Chapter 5, “Setting Up andMaintaining Arrangements andContracts,” Setting Up and Maintaining Contracts, page 67

3. Set up and align attribute definitions for products,arrangements, contracts, and the sales process.

Chapter 5, “Setting Up andMaintaining Arrangements andContracts,” Setting Up and Aligning Attribute Definitionsfor Products, Arrangements, Contracts, and the SalesProcess , page 70



Setting Up PeopleSoft CRM for Financial ServicesSites and Service LocationsThis section discusses the implementation steps for setting up sites and service locationsin PeopleSoft CRM for Financial Services.

Step Reference

1. Define sites. Chapter 6, “Setting Up Sites and Service Locations inPeopleSoft CRM for Financial Services,” Setting Up andMaintaining Sites, page 72

2. Define services. Chapter 6, “Setting Up Sites and Service Locations inPeopleSoft CRM for Financial Services,” Setting upServices, page 80

3. Define service location sites. Chapter 6, “Setting Up Sites and Service Locations inPeopleSoft CRM for Financial Services,” Defining ServiceLocation Sites, page 75

4. Define service location services. Chapter 6, “Setting Up Sites and Service Locations inPeopleSoft CRM for Financial Services,” Defining ServiceLocation Services , page 78

5. Define service location hours of operation. Chapter 6, “Setting Up Sites and Service Locations inPeopleSoft CRM for Financial Services,” Defining ServiceLocation Hours of Operation , page 78

Setting Up PeopleSoft CRM for Financial Services SupportThis section discusses the implementation steps for setting up support in PeopleSoft CRM for Financial Services.

Step Reference

1. Define issue types and sub types. Chapter 12, “Managing Issues in PeopleSoft CRM forFinancial Services,” Setting Up Issue Types and Subtypes,page 174

Setting Up PeopleSoft CRM for Financial ServicesInternet Product SalesThis section discusses the implementation steps for setting up Internet product sales inPeopleSoft CRM for Financial Services.

Step Reference

1. Define catalog display templates. PeopleSoft 8.8 CRM Application FundamentalsPeopleBook, “Creating Catalogs,” Creating DisplayTemplates

2. Define catalog content and permissions. PeopleSoft 8.8 CRM Application FundamentalsPeopleBook, “Creating Catalogs,” Defining CatalogContent and Permissions



Step Reference3. Define product applications. Chapter 9, “WorkingWith Internet Product Sales,” Setting

Up Online Application Forms, page 110

Setting Up PeopleSoft CRM for Financial ServicesInternet BankingThis section discusses the implementation steps for setting up Internet banking inPeopleSoft CRM for Financial Services.

Step Reference

1. Define defaults for accounts. Chapter 7, “Setting Up Internet Banking,” Setting UpDefaults for Account, page 93

2. Define travelers check denominations. Chapter 7, “Setting Up Internet Banking,” Setting UpTraveler’s Check Denomination, page 93

3. Define bill pay categories. Chapter 7, “Setting Up Internet Banking,” Setting Up aBill Category, page 94

4. Define bill payment configuration. Chapter 7, “Setting Up Internet Banking,” Setting UpTransaction Configuration, page 94

Automating and Configuring PeopleSoft CRM forFinancial ServicesThis 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 CRMAutomation and Configuration Tools PeopleBook.

See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, “Getting Started withPeopleSoft CRM Automation and Application Configuration Tools”.

Step Reference

1. Define correspondence management. • PeopleSoft 8.8 CRM Automation and ConfigurationTools PeopleBook, “Defining General Settings forCorrespondence”

• PeopleSoft 8.8 CRM Automation and ConfigurationTools PeopleBook, “Defining Settings forTemplate-Based Correspondence”

• PeopleSoft 8.8 CRM Automation and ConfigurationTools PeopleBook, “Setting Up CorrespondenceTemplates”

2. Define workflow actions and workflow email templates. PeopleSoft 8.8 CRM Automation and Configuration ToolsPeopleBook, “Setting Up PeopleSoft CRMWorkflow”

3. Define business projects. PeopleSoft 8.8 CRM Automation and Configuration ToolsPeopleBook, “Setting Up Business Projects”



Step Reference4. 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 ToolsPeopleBook, “Setting Up Component Event Processing”

6. (Optional) Configure search pages. PeopleSoft 8.8 CRM Automation and Configuration ToolsPeopleBook, “Configuring Search Pages”

7. (Optional) Configure toolbars. PeopleSoft 8.8 CRM Automation and Configuration ToolsPeopleBook, “Configuring Toolbars”

8. (Optional) Configure attributes. PeopleSoft 8.8 CRM Automation and Configuration ToolsPeopleBook, “Configuring Attributes”


CHAPTER 2

Setting up Security in PeopleSoft CRMfor Financial Services

This chapter provides an overview of security and discusses how to:

• Set up security codes in PeopleSoft CRM for Financial Services (FSI).

• Define and maintain security.

Understanding FSI SecurityFinancial data is highly confidential and requires an enhanced level of security to protect its integrity.PeopleSoft CRM for Financial Services enables you to define security by role.

There are three types of role definition:

• PeopleTools Roles

Roles defined in PeopleTools control what pages a user can access. They are defined by navigating throughPeopleTools, Security, Permissions and Roles. PeopleSoft CRM for Financial Services is delivered with foursample PeopleTools roles: FSI Administrator, FSI Account Manager, FSI Agent and FSI Self Service.

• FSI Application Roles

Roles defined in the FSI application control the transactions a user can perform. They are definedby navigating to Set Up CRM, Financial Services, Security Role Code.

• FSI defined Roles

Throughout the application, certain security measures has been implemented mainly targetting tworoles Administrator and Agent. If you define your own PeopleTools role you must map the roles witheither Administrator or Agent role to get the security features for the new roles.

There are two kinds of security mechanisms:

• PeopleTools Security is a role-based access control. When the user requests access to a page,the system first checks the role of the user, and then checks the permission list belonging to therole to decide whether the user can access the page. Certain menu items can also be disabled byusing the Navigation security feature provided by the FSI application.

• FSI Application Security provides security control at a simpler and more flexible level. The system onlyneeds to inquire against one table, the Security Matrix Table, to decide whether a user has the right toperform a certain transaction. The FSI Administrator can access the Security Matrix Table to give a userspecific rights for certain transactions. The FSI Administrator can also suspend some rights given to a user.By defining application roles in FSI Security, you can have a set of predefined rights associated with


Setting up Security in PeopleSoft CRM for Financial Services Chapter 2

a certain role. This is useful in populating security matrix data in a programmatic way. By specifyinga user, an account, and a role, multiple rows can be inserted into the Security Matrix Table.

Understanding System Data for FSI Roles and SecurityPeopleSoft CRM for Financial Services is delivered with access control enabled for the following roles:

• Business contact or customer mapped to owner, authorized user, or beneficiary.

• FSI agent.

• FSI account manager.

• FSI administrator.

The following chart provides details about the roles and the level of security attached to each role.

Role Definition Security Level

Owner A person or a legally definedbusiness entity.

Can do anything on a financialcontract for any amount unless thereis a self-limiting constraint.

Authorized user or endorsee A person or legally defined businessentity that acts on behalf of theowner and derives authority from theowner.

This role has the most variationssince this person may be able to domany of the things that an ownercan do, but may have limits on someactivities imposed by the owner.A financial officer of a companycould be an authorized user. Thisperson performs financial activitieson behalf of the company, but maybe restricted in some areas.

Beneficiary A person or legally defined businessentity that receives considerationupon the occurrence of a specificevent.

Can only view information aboutaccounts in which he or she is thedesignated beneficiary.


Chapter 2 Setting up Security in PeopleSoft CRM for Financial Services

Role Definition Security Level

FSI agent or employee An agent or employee of thefinancial services institution. Thismight be a client service rep, ateller, or a call center rep. The FSIemployee has the lowest level ofaccess to customer data.

The FSI employee can accesscustomer records only when thecustomer provides specific accountinformation.

Access to an account profile does notprovide the ability to navigate to, ordrill down to, any other customer’saccount information. Each accountmust be accessed through the dialogbox.

When the agent has completed thework with the customer, the accountprofile must be released. Thiscaptures a timestamp in the accesstrace table.

The system creates an audit trailrecording every instance of an FSIagent’s access to financial accountinformation.

FSI account manager An employee of the financialservices institution with a higherlevel of security. This might be anaccount manager, a supervisor, or acall center manager.

The FSI account manager hasthe ability to use a search pageor dialog box to browse or findnames of account holders, personalinformation for account holders, oraccount information.

The account manager can correcthistory on a financial account ortransaction.

The account manager does nothave access to the security tables,however this can be modified ifrequired.

FSI administrator The FSI administrator has full accessto the system.

The administrator sets up thesecurity codes and can add role,transaction, or denial codes tothe system. The administratoris responsible for the setup andmaintenance of the security matrix.



Setting Up FSI Security CodesPeopleSoft CRM for Financial Services security can be fully configured through PeopleSoftInternet Architecture (PIA). You can define your own transaction codes, role codes, and denialcodes to make the application fit your organizational structure.

Establishing the security for PeopleSoft CRM for Financial Services involves setting up the following codes:

• The Security Role code defines the business contact roles and attaches permissions to each of the roles.

PeopleSoft delivers Owner, Beneficiary, and Authorized User.

• The Security Transaction code defines the valid transactions available to the security function.

PeopleSoft delivers a number of standard financial services transactions, such as PayBills, Make Deposits, or Automatic Funds Transfer.

• The Security Operator codes are arithmetical operators, such as =, <, or >.

• The Security Denial codes are valid reasons for denying a transaction, such asExceeded the per transaction limit.

Note. These codes should be set up prior to setting up the security matrix.

Pages Used to Set Up FSI Security CodesPage Name Object Name Navigation Usage

Security Role Code RBF_SRTY_ROLE Set Up CRM, Security,Financial Services, SecurityRole Code

Use this page to set upthe valid capacities inwhich a user may act. Eachrole is given predefinedsecurity rights which can beoverridden in the securitymatrix.

Security Transaction Code RBF_SRTY_FUNC Set Up CRM, Security,Financial Services, SecurityTransaction Code

Use this page to set up thecodes for valid transactions.

Security Operator Code RBF_SRTY_OPER Set Up CRM, Security,Financial Services, SecurityOperator Code

Use this page to set up theoperators used to defineconditions.

Security Denial Code RBF_SRTY_LIMIT Set Up CRM, Security,Financial Services, SecurityDenial Code

Use this page to set upvalid reasons for denyingtransactions. Denialcodes explain the reasonswhy transactions are notallowed. The authorizationtransaction returns thereason when it denies atransaction.

Setting Up Security Role CodesAccess the Security Role Code page.



Security Role Code page

Predefined Security Rights

Transaction Select the code for the financial transaction to which you are grantingrights. Set up the codes on the Security Transaction Code page.

Approved Select if access to the transaction is approved for this role.

Conditional Select for optional conditional financial limits imposed on the user. Forexample, an authorized user might be required to have two signaturesto initiate wire transfers over $100,000.

Operator Select a mathematical operator to use in conjunction withthe conditional amount.

Amount Enter the appropriate amount used in the condition. This value willbe expressed in the currency of the account.

Denial Code Select a denial code to appear when access is denied. You mustselect a denial code for all conditional statements. Set up the codeson the Security Denial Code page.

Setting Up Security Transaction CodesAccess the Security Transaction Code page.



Security Transaction Code page

Setting Up Security Operator CodesAccess the Security Operator Code page.

Security Operator Code page

Setting Up Security Denial CodesAccess the Security Denial Code page.

Security Denial Code page

Defining and Maintaining SecurityThe administrator uses the security matrix to define and maintain permissions granted to system users.Each row in the matrix represents a specific transaction for a specific account.

The security matrix can be populated using the Security Matrix page or programmatically.

• Use the Security Matrix page to add, delete, or update rows in the security matrix.

• Use function RBF_SetSecurityMatrix to add, delete, or update one row in the security matrix.

• Use function RBF_SetSecurityMatrixByRole to add, or delete multiple rows of datain the security matrix in a role-based style.

Each time an agent accesses a customer account through the 360-degree view page,the security trace provides an audit trail.

The administrator uses navigation security to show or hide individual menu items in theAgent view. Permission lists and roles determine portal navigation. Navigation security layerson top of this to control access to specific menu items.



Pages Used to Define and Maintain SecurityPage Name Object Name Navigation Usage

Security Matrix RBF_SRTY_MTRX_SRCH Set Up CRM, Security,Financial Services, SecurityMatrix

Use this page to define thepermissions granted tosystem users. This pagedefines the role, givesaccess to transactions forspecific accounts, andimposes any conditions ofthe transactions.

Security Trace Access RBF_SRTY_TRC_SRCH Set Up CRM, Security,Financial Services, AccessTrace

Use this page to view anaudit trail of all user accountaccess. This page storesinformation on the start andend dates and times for allagent and administratoraccess to customer accounts.

Navigation Security RBF_NAV_SECURITY Set Up CRM, Security,Financial Services,Navigation Trace

Use this page to grant orremove access to content onthe portal pages. This is usedto hide certain menu itemsfor a particular PeopleToolsrole even though the usersof the roles have access tothe components.

Role Mapping RBF_ROLE_MAPPING Set Up CRM, Security,Financial Services, RoleMapping

Use this page to map roles.

Setting Up the Security MatrixAccess the Security Matrix page.

Security Matrix page: Main Info tab



Click this button to show all rows in the security matrix table thatrefer to objects defined in other tables which no longer exist. Forexample, if the contact has been deleted from the RD_PERSONtable, then the row will be shown as invalid.

Click this button to add a new row to the security matrix.

Clone previous row Select to copy the content from the previous row when a new row is inserted.

Main Info Tab

Contact name Select the name of the business contact.

Account Number Select the applicable account number. You will need one row for eachallowable transaction on the account. You must have at least one row foreach account, however you may have multiple rows per account.

Transaction Enter the code for the transaction.

Approved Select to indicate that the transaction is allowed for this account.

Conditional Select if the transaction is allowed with a condition.

Operator Select the operator applicable for the condition.

Amount Select the amount for the condition.

Denial Code Enter the denial code applicable to the condition. The systemdisplays the reason for the denial to the contact when the conditionis met and the transaction is not allowed.

Role Enter the role played by the contact in the transaction.

Audit Info TabThe system displays an audit trail of all additions and modifications to the security matrix.

Security Matrix page: Audit Information tab



Working With Security Matrix FunctionsThis section discusses the following functions:

The Security Matrix Setup Function is called by other pages or components (for example, registrationpage) to add, delete, or update a row in the security matrix via programmatic means.

The Security Matrix Setup by Role Function is called by other pages or components (for example, accountsetup page or registration page) to add or delete multiple rows in the security matrix via programmatic means.

Security Matrix Setup FunctionSyntax

RBF_SetSecurityMatrix(security_matrix_record, action_mode)

Description

RBF_SetSecurityMatrix adds, updates, or deletes a row in the security matrix table based on the values givenin the record object and action mode given. If the action mode is “A”, it inserts a row into the security matrixtable. If the action mode is “U”, it updates a row. If the action mode is “D”. it deletes a row.

Returns

Returns a Boolean value indicating whether the adding, updating, or deleting is successful.

Parameters

security_matrix_record A record object of RBF_SRTY_MATRIX containing values to beadded or updated into the security matrix table.

action_mode A string, “A”, “U”, or “D” indicating whether to add, update, ordelete a row in the security matrix table.

Example

The following example inserts a row into the security matrix table:

RBF_SetSecurityMatrixByRole (7, 1123456789, “AUTH”, “A”)

Security Matrix Setup by Role FunctionSyntax

RBF_SetSecurityMatrixByRole(busines_contact_id, account_ref_id, role_cd, action_mode)

Description

RBF_SetSecurityMatrixByRole adds or delete multiple rows in the security matrix table based onthe role code and action mode given. If the action mode is “A”, it inserts a rows into the securitymatrix table. If the action mode is “D”, it deletes rows. The rights associated with a role are definedin Security Role Code Page and Stored in a table called RBF_SRTY_RO_RI.

Returns



Returns a Boolean value indicating whether the adding or deleting is successful.

Parameters

Business_contact_id A number indicating the business contact whose rights in the securitymatrix table will be added or deleted.

Account_ref_id A number indicating the account on which the security rightswill be added or deleted.

Role_cd A role code, based on which a predefined set of rights in the securitymatrix table will be inserted or deleted.

action_mode A string, “A” or “D” indicating whether to add or delete rows in thesecurity matrix table in a role-based style.

Example

The following example inserts rows into the security matrix table for an authorized user:

RBF_SetSecurityMatrixByRole(7, 1123456789, AUTH, “A”)

Monitoring Security AccessAccess the Security Trace Access page.

Security Trace Access page

Purge Selected Rows Click this button to purge rows selected in the search results.

Archive Selected Rows Click this button to archive rows selected in the search results. Enter a filename with an absolute or relative path to indicate where the archive is to bestored. Archiving does not automatically purge records, so after you archivethe records, click the Purge Selected Rows button to delete them from this view.

Start Date/Time Displays the time and date stamp indicating when the agent accessedthe customer accounts through 360-Degree View Page.

End Date/Time Displays the time and date stamp indicating when the agent released the360-Degree View page. Using the Back arrow on the browser toolbarwill not release the 360-Degree View page. The agent can still access thepage by clicking the menu Agent View or the forward button. If the agentsigns out of the PeopleSoft application by clicking the Sign Out link or



closing the browser, the closing time stamp will not be recorded. To releasethe 360-Degree View page and record the closing time stamp, click theFinish and Return to Search link on the 360-Degree View page.

Setting Up Navigation SecurityAccess the Navigation Security Setup page.

Navigation Security Setup page

You can choose individual folders or select to hide all the folders in specific views.

Mapping RolesAccess the Role Mapping page.

Role Mapping page




CHAPTER 3

Setting Up the Business Object RelationshipModel in PeopleSoft CRM for Financial Services

Customer and Contact Management in PeopleSoft CRM for Financial Services is builton the core business object relationship model. This chapter provides an overview of theindustry-specific extensions and discusses how to:

• Set up consumers.

• Set up companies.

• Set up contacts.

• Set up partnerships.

• Set up alternate capacities.

Understanding the Business Object Relationship Modelin PeopleSoft CRM for Financial Services

Business objects use the core set up with extensions added for CRM for Financial Services.

• A consumer is a person that does business with a financial institution. A consumer mayor may not have been sold a product by the financial institution. In PeopleSoft CRM forFinancial Services, consumers are represented as business objects with a business objecttype of Individual and a role type of Individual Consumer.

• A company is an organization that does business with a financial institution. The company may or may nothave been sold a product by the financial institution. In PeopleSoft CRM for Financial Services, companiesare represented as business objects with a business object type of Organization and a role type of Company.

• A contact is a person that purchases or contracts for your product or services on behalf of a customer orcustomer site. A contact does business with a financial institution and may or may not have been sold aproduct by the financial institution. In PeopleSoft CRM for Financial Services, contacts are businessobjects with a business object type of Individual and a role type of contact. FSI uses an extension table(RDFPERSON) where it maintains the Tax Identification number and other details.

Two business objects, partnership and alternate capacities, have been created specificallyfor the financial services industries.

• A partnership is a type of unincorporated business organization composed of multiple individuals calledgeneral partners. A partnership does business with a financial institution and may or may not have been solda product by the financial institution. In PeopleSoft CRM for Financial Services, partnerships are business


Setting Up the Business Object Relationship Model in PeopleSoft CRM for Financial Services Chapter 3

objects with a business object type of Organization and a role type of Partnership (role type ID is 30). Arecord for each partnership you do business with is created in the Partnership table (RBF_PARTSHP).

• An alternate capacity is any type of non-legal entity, such as a Scout troop or a company baseball team. Analternate capacity does business with a financial institution and may or may not have been sold a product bythe financial institution. In PeopleSoft CRM for Financial Services, alternate capacities are business objectswith a business object type ofOrganization and a role type of Alternate Capacity (role type ID is 31). A recordfor each alternate capacity you do business with is created in the Alternate Capacity table (RBF_ALT_CAP).Because alternate capacities participate in business transactions, a record for the alternate capacity is alsocreated in the Business Contact table (BC), which enables records to be defined for the alternate capacity.

PrerequisitesThe core customer data model provides additional features that are specific to CRM for Financial Services.In this chapter, the discussion is focused on the setup and usage of FSI-specific functionality and doesnot cover the core functionality offered in the Financial Services industry solution.

It is highly recommended that you review the following references before working with customerand contact management in CRM for Financial Services.

Business Object Relationship Model Details More Information

Business object management. See PeopleSoft 8.8 CRM Application FundamentalsPeopleBook, “Understanding Business ObjectRelationship Model Components”.

See PeopleSoft 8.8 CRM Application FundamentalsPeopleBook, “Defining Control Values for BusinessObjects”.

Business objects. See PeopleSoft 8.8 CRM Application FundamentalsPeopleBook, “Defining Company Business Objects”.

See PeopleSoft 8.8 CRM Application FundamentalsPeopleBook, “Defining Consumer Business Objects”.

See PeopleSoft 8.8 CRM Application FundamentalsPeopleBook, “Defining Contact Business Objects”.

See PeopleSoft 8.8 CRM Application FundamentalsPeopleBook, “Defining Site Business Objects”.

See PeopleSoft 8.8 CRM Application FundamentalsPeopleBook, “Defining Ad Hoc Business Objects”.


Chapter 3 Setting Up the Business Object Relationship Model in PeopleSoft CRM for Financial Services

Business Object Relationship Model Details More Information

Business object data. See PeopleSoft 8.8 CRM Application FundamentalsPeopleBook, “Defining Name Information for BusinessObjects”.

See PeopleSoft 8.8 CRM Application FundamentalsPeopleBook, “Defining Contact Information for BusinessObjects”.

Relationship viewer and searches. See PeopleSoft 8.8 CRM Application FundamentalsPeopleBook, “WorkingWith the Relationship Viewer”.

See PeopleSoft 8.8 CRM Application FundamentalsPeopleBook, “WorkingWith Business Object Searches”.

Setting Up Consumers in CRM for Financial ServicesThis section discusses how to:

• Set up consumer general information.

• Set up consumer bill payee.

• Set up consumer financial accounts.

Note. For complete details on core setup and functionality, see PeopleSoft CRMApplication Fundamentals PeopleBook.

Pages Used to Set Up ConsumersPage Name Object Name Navigation Usage

Consumer - Consumer RDF_PERSON Customers CRM, Consumer,Consumer

In addition to generalinformation, use this pageto capture licensing andfinancial data.

Consumer −Bill Payee RBF_PAYEE Customers CRM, Consumer,Bill Payee

Use this page to view billpayees associated with thecustomer.

Consumer – FinancialAccounts

RDFPERSON_ACCT Customers CRM, Consumer,Financial Accounts

Use this page to view thefinancial accounts associatedwith the consumer.

Defining Consumer General InformationAccess the Consumer page.



Consumer — Consumer page (1 of 2)



Consumer — Consumer page (2 of 2)

The fields in the following section display licensing and additional identification information.

TIN Type Select the taxpayer identification number type.

Taxpayer IdentificationNumber

Enter the taxpayer identification number.

Insurance Agent License ID Enter the insurance agent license ID, if the consumer is a licensed agent.

Date Deceased Enter the date of death, if applicable.

Marital Status Select the consumer’s marital status.

Income Enter the consumer’s annual income.

Income Currency Select the currency used to state the annual income.

Driver’s License Number Enter the consumer’s driver’s license number.

DL Expiry Date Enter the expiry date of the driver’s license.

Driver State Enter the state of issue for the driver’s license.

Occupation Enter the consumer’s occupation.



The fields in the Status and Currency Data section display customer status and currency information.

Customer Status Indicate whether the consumer record is Active or Inactive. Thedefault value is Active.

Status Date Enter the date that the current Customer Status value was specified.

Customer Since Enter the date the consumer became a customer for your business.

Currency Code Enter the code that specifies the currency used for a monetary transactionwith this customer. Currency codes are maintained using the Currency Codepage under the Set Up CRM, Common Definitions menu.

Currency Type Enter the exchange rate used to calculate monetary transaction amounts inalternate currencies. Exchange rates are established on the Market RateType page under the Set Up CRM, Common Definitions menu.

Segment Code Indicate the customer’s business segment for marketing purposes.Segment codes are established on the Segment Code page under the SetUp CRM, Common Definitions, Customer menu.

Credit Rating Value Enter the credit rating assigned to the consumer.

Status Registration Indicate the status of the consumer’s registration.

Type Type of the Business Contact (Person, Company, Partnershipor Alternate Capacity)

Credit Score Indicate the credit score of the consumer.

Credit Score Date Indicate the date on which the consumer’s credit score was determined.

Estimated Life Value Indicate the total value of the consumer based on value in all accounts.

Risk Grade Indicate the risk that the consumer exposes the financial services institution to.

Language Code Select the language that consumer wants to deal in.

Do Not Share Information Indicate that business contact information cannot be shared withany other department or telemarketers.

Verified By Indicate the financial services employee who verified theconsumer’s identification.

Verified Date Indicate the date on which the consumer identification took place.

Secret Password Enter the secret password given by the consumer to confirm identification;for example, mother’s maiden name.

VAT Type Identify the consumer’s Value Added Tax type, if applicable.

Viewing Consumer Bill PayeesAccess the Consumer − Bill Payee page.



Consumer − Bill Payee page: Summary view

The system displays the bill payees that have been associated with the consumer.

Viewing Consumer Financial AccountsAccess the Consumer − Financial Accounts page.

Consumer − Financial Accounts page: Summary view

The system displays all accounts that have been associated with the consumer. Click the transfer button on theaccount row to access the Financial Account component, where you can view and update the account record.

Setting Up Companies in CRM for Financial ServicesThis section discusses how to:

• Set up company general information.



• Define company contracts.

• Define company financial accounts.


Pages Used to Set Up CompaniesPage Name Object Name Navigation Usage

Company - Company RDF_COMPANY_MAIN Customers CRM, Company,Company

Use this page to view andupdate primary informationabout the company.

Company - Contracts RDFCOMPANY_ACNT Customers CRM, Company,Contracts

Use this page to viewand maintain contractsassociated with the company.

Company − FinancialAccounts

RDFCOMPANY_ACCT Customers CRM, Company,Financial Accounts

Use this page to viewaccounts associated with thecompany.

Defining Company General InformationAccess the Company page.

Company - Company: Primary page (1 of 2)



Company - Company: Primary page (2 of 2)

The fields under Status and Currency Data display financial details about the company.

Status Registration Indicate the status of the business contact’s registration.

Type Type of the Business Contact: Company.

Credit Score Indicate the credit score of the company.

Credit Score Date Indicate the date on which the company’s credit score was determined.

Estimated Life Value Indicate the total value of the company based on value in all accounts.

Risk Grade Indicate the risk that the company exposes the financial services institution to.

Language Code Select the language that the company wants to deal in.


Verified By Indicate the financial services employee who verified thecompany’s identification.

Verified Date Indicate the date on which the company identification took place.

Secret Password Enter the secret password given by the company to confirm identification.



Viewing and Maintaining ContractsAccess the Company − Contracts page.

Company − Contracts page: Summary view

The system displays the contracts that have been associated with the company. Click the transfer button on thecontract row to access the Contract component, where you can view and update the contract record.

Viewing Company Financial AccountsAccess the Company − Financial Accounts page.

Company − Accounts page: Summary view

The system displays the accounts associated with the company. Click the transfer button on the account row toaccess the Financial Account component, where you can view and update the account record.



Setting Up Contacts in CRM for Financial ServicesThis section discusses how to set up contact general information.


Page Used to Set Up FSI-Specific Features for ContactsPage Name Object Name Navigation Usage

Contact RDFPERSON_84 Customers CRM, Contact,Contact

Use the Contact page to viewand maintain name, profile,and contact information for acontact.

Defining Contact General InformationAccess the Contact page.

Contact Page (1 of 2)



Contact Page (2 of 2)

The fields in the following section display licensing and additional identification information.

TIN Type Select the taxpayer identification number type.

Taxpayer IdentificationNumber

Enter the taxpayer Identification number.

Insurance Agent License ID Enter the insurance agent license ID, if applicable.

Date Deceased Enter the date of death, if applicable.

Marital Status Select the marital status.

Income Enter the contact’s annual income.

Income Currency Select the currency for the annual income.

Driver’s License Number Enter the driver’s license number.

DL Expiry Date Enter the expiry date of the driver’s license.

Driver State Enter the state of issue for the driver’s license.

Occupation Enter the contact’s occupation.



The fields in the Status and Currency Data section display customer status and currency information.

Customer Status Indicate whether the consumer record is Active or Inactive. Thedefault value is Active.


Customer Since Enter the date the contact became a customer for your business.

Currency Code Enter the code that specifies the currency used for a monetary transactionwith this contact. Currency codes are maintained using the Currency Codepage under the Set Up CRM, Common Definitions menu.


Segment Code Indicate the contact’s business segment for marketing purposes. Segmentcodes are established on the Segment Code page under the Set UpCRM, Common Definitions, Customer menu.

Credit Rating Value Enter the credit rating assigned to the contact.

The fields in the Business Contact Details section display financial information about the contact.


Type Type of the Business Contact (Person, Company, Partnership,Contact, or Alternate Capacity)

Credit Score Indicate the credit score of the contact.

Credit Score Date Indicate the date on which the contact’s credit score was determined.

Estimated Life Value Indicate the total value of the contact based on value in all accounts.

Risk Grade Indicate the risk that the contact exposes the financial services institution to.

Language Code Select the language that the contact wants to deal in.

Do Not Share Information Indicate that contact information cannot be shared with any otherdepartment or telemarketers.

Verified By Indicate the financial services employee who verified thecontact’s identification.

Verified Date Indicate the date on which the contact identification took place.

Secret Password Enter the secret password given by the contact.

Setting Up Partnerships in CRM for Financial ServicesThis section discusses how to set up partnership general information.




Pages Used to Set Up PartnershipsPage Name Object Name Navigation Usage

Partnership RBF_PARTSHP_2 Customers CRM,Partnership, Partnership

Use the Partnership pageto view and maintainname, profile, andcontact information for apartnership.

Sites RBF_PARTSHP_SITE_2 Customers CRM,Partnership, Sites

Use this page to view andmaintain sites associatedwith the partnership.

Contacts RBF_PRTSHP_CNTCT_2 Customers CRM,Partnership, Contacts

Use this page to view andmaintain contacts associatedwith the partnership.

Contracts RBF_PARTSHP_ACNT Customers CRM,Partnership, Contracts

Use this page to viewcontracts associated withthe partnership.

Financial Accounts RBF_PARTSHP_ACCT Customers CRM,Partnership, FinancialAccounts

Use this page to view thefinancial accounts associatedwith the partnership.

Relationships RBF_PARTSHP_REL Customers CRM,Partnership, Relationships

Use this page to viewand maintain roles andrelationships associated withthe partnership.

Notes RBF_PARTSHP_NOTE_2 Customers CRM,Partnership, Notes

Use this page to add notesand attachments to thepartnership record.

Defining Partnership General InformationAccess the Partnership page.



Partnership - Partnership: Primary page (1 of 2)

Partnership - Partnership: Primary page (2 of 2)

The fields under Status and Currency Data indicate whether the partnership definition is activein your system and provide information about currency.



Customer Status Indicate whether the partnership record is Active or Inactive.The default value is Active.


Segment Code Indicate the partnership’s business segment for marketing purposes.Segment codes are established on the Segment Code page under the SetUp CRM, Common Definitions, Customer menu.

Customer Since Enter the date the partnership became a customer for your business.

Currency Code Specify the currency code used for a monetary transaction with thispartnership. Currency codes are maintained using the Currency Codepage under the Set Up CRM, Common Definitions menu.


VAT Type Indicate the Value Added Tax type of the partnership.

Do Not Contact Indicate whether the partnership has requested stoppage of all unsolicitedcommunications from your business. This field is informational only.

Status Registration Indicate the status of the partnership’s registration.

Type Type of the Business Contact (Person, Company, Partnership,Contact, or Alternate Capacity).

Credit Score Indicate the credit score of the partnership.

Credit Score Date Indicate the date on which the partnership’s credit score was determined.

Estimated Life Value Indicate the total value of the partnership based on value in all accounts.

Risk Grade Indicate the risk that the partnership exposes the financial services institution to.

Language Code Select the language that partnership wants to deal in.


Verified By Indicate the financial services employee who verified thepartnership’s identification.

Verified Date Indicate the date on which the partnership identification took place.

Secret Password Enter the secret password given by the partnership.

Viewing and Maintaining Partnership SitesAccess the Partnership — Sites page.

See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, “Defining Site Business Objects”.



Viewing and Maintaining Partnership ContactsAccess the Partnership — Contacts page.

See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, “Defining Contact Business Objects”.

Viewing Partnership ContractsAccess the Partnership — Contracts page.

Partnership — Contracts page

The system displays all contracts associated with the partnership. Click the transferbutton to view contract details.

Viewing Partnership Financial AccountsAccess the Partnership — Financial Accounts.

Partnership — Financial Accounts page

The system displays all financial accounts associated with the partnership.

Viewing and Maintaining Partnership RelationshipsAccess the Partnership - Relationships page.

See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, “Working With the Relationship Viewer”.



Adding NotesAccess the Partnership - Notes page.

See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, “Working With Notes”.

Setting Up Alternate Capacities in CRM for Financial ServicesThis section discusses how to set up alternate capacity general information:


Pages Used to Set Up Alternate CapacitiesPage Name Object Name Navigation Usage

Alternate Capacity RBF_ALTCAP_MAIN_2 Customers CRM, AlternateCapacity, Alternate Capacity

Use the Alternate Capacitypage to view and maintainname, profile, and contactinformation for an alternatecapacity.

Sites RBF_ALTCAP_SITE_2 Customers CRM, AlternateCapacity, Sites

Use this page to view andmaintain sites associatedwith the alternate capacity.

Contacts RBF_ALTCAP_CNTCT_2 Customers CRM, AlternateCapacity, Contacts

Use this page to view andmaintain contacts associatedwith the alternate capacity.

Contracts RBF_ALTCAP_ACNT Customers CRM, AlternateCapacity, Contracts

Use this page to viewcontracts associated with thealternate capacity.

Financial Accounts RBF_ALTCAP_ACCT Customers CRM, AlternateCapacity, Financial Accounts

Use this page to view thefinancial accounts associatedwith the alternate capacity.

Relationships RBF_ALTCAP_REL Customers CRM, AlternateCapacity, Relationships

Use this page to viewand maintain roles andrelationships associated withthe alternate capacity.

Notes RBF_ALTCAP_NOTE_2 Customers CRM, AlternateCapacity, Notes

Use this page to add notesand attachments to thealternate capacity record.

Defining Alternate Capacity General InformationAccess the Alternate Capacity page.



Alternate Capacity - Alternate Capacity: Primary page (1 of 2)

Alternate Capacity - Alternate Capacity: Primary page (2 of 2)

The fields under Status and Currency Data indicate whether the alternate capacity definition isactive in your system and provide information about currency.

Customer Status Indicates whether the alternate capacity record is Active or Inactive.The default value is Active.

Status Date The date that the current Customer Status value was specified.



Customer Since The date the alternate capacity became a customer for your business.

Credit Rating Enter the credit rating for the alternate capacity.

Currency Code Enter the code that specifies the currency used for a monetary transaction withthis alternate capacity. Currency codes are maintained using the CurrencyCode page under the Set Up CRM, Common Definitions menu.


Segment Code Indicate the alternate capacity ’s business segment for marketing purposes.Segment codes are established on the Segment Code page under the SetUp CRM, Common Definitions, Customer menu.


Type The type of Business Contact (Person, Company, Partnership, Contact,or Alternate Capacity) defaults into this field.

Credit Score Indicate the credit score of the alternate capacity.

Credit Score Date Indicate the date on which the alternate capacity’s credit score was determined.

Estimated Life Value Indicate the total value of the alternate capacity based on value in all accounts.

Risk Grade Indicate the risk that the alternate capacity exposes the financialservices institution to.

Language Code Select the language that the alternate capacity wants to deal in.


Verified By Indicate the financial services employee who verified the alternatecapacity’s identification.

Verified Date Indicate the date on which the alternate capacity identification took place.

Secret Password Enter the secret password given by the alternate capacity.

VAT (Value Added Tax)Type

Indicate the Value Added Tax type of the alternate capacity.

Viewing and Maintaining Alternate Capacity SitesAccess the Alternate Capacity -Sites page.

See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, “Defining Site Business Objects”.

Viewing and Maintaining Alternate Capacity ContactsAccess the Alternate Capacity— Contacts page.

See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, “Defining Contact Business Objects”.



Viewing Alternate Capacity ContractsAccess the Alternate Capacity— Contracts page.

Alternate Capacity — Contracts page

The system displays all contracts associated with the alternate capacity. Click thetransfer button to view contract details.

Viewing Alternate Capacity Financial AccountsAccess the Alternate Capacity— Financial Accounts.

Alternate Capacity — Financial Accounts page

The system displays all financial accounts associated with the alternate capacity. Clickthe transfer button to view account details.

Viewing and Maintaining Alternate Capacity RelationshipsAccess the Alternate Capacity— Relationships page.

See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, “Working With the Relationship Viewer”.

Adding NotesAccess the Alternate Capacity— Notes page.





CHAPTER 4

Setting Up Products and Product Groups

This chapter provides an overview of product in CRM for Financial Services and discusses how to:

• Set up and maintain product groups.

• Set up and maintain products and product packages.

• Set up and maintain product relationships.

Understanding ProductA product, also known as a single product or base product, is the product that the FinancialInstitution sells to a business contact. This could be a regular savings account, a certificateof deposit, automobile insurance, or a credit card.

A product group is a collection of related Financial Services products. For example, the Checking productgroup could consist of regular checking, premium interest checking, student checking, and business checking.

A product package is composed of two or more base or single products that may not be related butare grouped together for sales or marketing purposes. A Senior Banking package might consist of apremium interest checking account, an ATM card, a credit card, as well as preferred rate auto andhome insurance. A product package can include another product package.

A product arrangement is composed of a single product or product package with enhancedfeatures that is made available to organizations, not individual consumers. An organization canbe a company, a partnership, or an alternate capacity. For example, a bank may offer a preferredrate of interest on a savings account to employees of the company.

A contract is an agreement between the financial institution and a specific organization that includes a specificproduct. In contrast to an arrangement, a contract is tied to one organization and is specific to that organization.

A product relationship links one product to another in a specific relationship. Productrelationships can define alternate products, complementary products, cross-sell, prerequisites,replacements, service features, and up-sells.

See Chapter 5, “Setting Up and Maintaining Arrangements and Contracts,” page 59.

See Chapter 3, “Setting Up the Business Object Relationship Model in PeopleSoftCRM for Financial Services,” page 21.


Setting Up Products and Product Groups Chapter 4

Understanding Internal and External VisibilityUsing PeopleSoft CRM for Financial Services (FSI), you can decide whether you want your product andproduct group descriptions available internally or externally. A product or product group can have internalvisibility only, or both internal and external visibility. All products are internally visible by default.

• The internal description is seen only by an employee of the FSI such as an agent or accountmanager and is not visible to the self-service customer.

• The external description is seen by the self-service customer and the internal audience. Ifyou want the customer to see a product description on the website, you must select ExternalVisibility and complete the external description fields.

• This functionality enables you to:

- Supply two versions of a product description—one for the FSI employee (agent, account manager)and one for the self-service customer. You may need to provide a very detailed description for theemployee and a marketing oriented description for the self-service customer.

- Control certain products so that a customer can only access them through an FSI employee.

• The external visibility for a product or a package is controlled by External Visibility on theproduct definition page. For a product group, if the external description field is populated, theproduct group is external. Otherwise, it is considered to be internal.

Understanding Attributes in CRM for Financial ServicesCRM for Financial Services makes use of the core CRM Attribute functionality. Product specificattributes are extended to the FSI product as part of this functionality.

• Attributes can be assigned at the individual product or product group level.

• PeopleSoft CRM for Financial Services delivers three attributes or commercial characteristicsspecifically designed for products in the financial market:

- Features

Features describe the characteristics of products. Examples include overdraft protection or simple interest.

- Terms and Conditions

This attribute displays the specific conditions and details for the product or product group.

- Services

This attribute displays the services provided with the product.

Note. Your organization can add attributes in addition to those supplied by PeopleSoft.

See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, “Configuring Attributes”.


Chapter 4 Setting Up Products and Product Groups

Understanding Product Application FormsYou can configure your product application forms to vary by channel. You may want to present one formto the customer applying via the internet and a different form to a call center agent taking information fromthe customer over the phone. You can have only one application form per channel for each product.

There are three ways to set up applications for product:

• Branch scripts.

• Configurator.

• URLs.

• Online application forms.

Application Type Details More Information

Branch Scripts • Can be configured according tochannel.

• Uses the core branch scriptfunctionality.

• You associate a branch script withthe product and the channel. Theassociation allows the runtimeprogram that accesses the productto initiate the correct branch script.

See PeopleSoft 8.8 CRMAutomation and ConfigurationTools PeopleBook, “DefiningScripts”.

See PeopleSoft 8.8 CRMAutomation and ConfigurationTools PeopleBook, “RunningScripts”.

PeopleSoft Configurator • Uses the core Configuratorfunctionality.

• You associate a configurationschema with the product andthe channel. The associationallows the runtime program thataccesses the product to initiate theconfigurator.

See PeopleSoft 8.8 Configuratorfor CRM, “Getting Started withPeopleSoft Configurator for CRM”.



Application Type Details More Information

URL • Can be configured according tochannel.

• Links to an external webapplication.

• Since the URL is an external link,it is not inside your firewall. TheURL is used to integrated withthird party web data collectingapplication.

Application Form • Can be configured according tochannel.

• Set up an application form usingthe Application Form component.

See Chapter 9, “WorkingWithInternet Product Sales,” Setting UpOnline Application Forms, page110.

Understanding Product AttachmentsFinancial services organizations have a specific need to associate documents to products. Federal regulationsrequire that banks ask customers that they understand the terms and conditions of products and that theyagree to them. In Internet product sales, attachments of the type Disclosure will be displayed whena customer is applying for a product. The attachments are stored on an FTP server.

When you add an attachment to a component, you identify the file to be attached. Once you identify thefile, the system uploads the attachment to your PeopleSoft attachment server. Storing all attachmentson a central server ensures that the attachment is available to all users.

When you click the link for an existing attachment, the system launches the attachment. The system handlesthe file according to your operating system’s rules, either opening the file in a new browser window, promptingyou for a location to download the file, or offering you a choice between these two actions.

In order to support attachments, your organization must set up an FTP server to store attachments and configurethe system to access the server. To configure the system, use the URL Maintenance page to specify a URL foreach component that supports attachments. This setup is part of the PeopleSoft CRM installation process.

Understanding Product RelationshipsA product relationship links one product to another in a specific relationship. Productrelationships can define the following:



Relationship Usage

Alternate products Products which could replace the original product.

Complementary products Products which complement the original product.

Cross-sell Encourage members of your target audience to purchaseproducts or services that are complementary to those thatthey already have or intend to buy.

Prerequisites Products which should be purchased prior to the purchaseof the product.

Replacements Products which can replace the original product.

Service features Service features which can be sold in conjunction withthe product.

Up-sells Encourage your target audience to purchase products orservices that are of higher value or more expensive thanthose that it already intends to buy.

See AlsoPeopleSoft 8.8 CRM Application Fundamentals PeopleBook, “Setting Up Products,”Defining Product Relationships

Setting Up and Maintaining a Product GroupUse product groups to organize coverages into logical groupings.

Pages Used to Define a Product GroupPage Name Object Name Navigation Usage

Product Group RBFPROD_GROUP_TBL Products CRM, ProductGroups, Product Group

Use this page to define agroup of related products.

Product Group −Attributes RB_ATTR_PRDGRP_SEC Click the Attributes link onthe Product Group page.

Use this page to view theattributes for a productgroup.

Product Group − LinkedProducts

RBF_PRODGRP_DEF Products CRM, ProductGroups, Linked Products

Use this page to view theproducts that are containedwithin this product group.



Defining the Product GroupAccess the Product Group page.

Product Group page

Status Enter a status for the Product Group. A group can be Active or Inactive.

Group Type Select a category for the group type. You can use this as anadditional organizational tool.

Description/ShortDescription

Use the description fields to enter the internal description for the Product Group.

Attributes Click this link to go to the Attributes page.

Viewing the Product Group AttributesAccess the Attributes page.

Product Group — Attributes page

External Description When data is entered into this field, the product group becomes visible toself-service users. If there is no entry in the External Description field,then the product group is visible to internal agents only.

Confirming the Linked ProductsAccess the Linked Products page.



Product Group — Linked Products page

The system displays all products that have been associated with the product group. Click the transfer button onthe product row to access the Product component, where you can view and update the record.

Defining Products and Product PackagesThis section discusses how to:

• Set up products.

• Link the product to a product group.

• Define the external description.

• Associate an application with the product.

• Associate regions with a product.

• View attributes associated with the product.

• View the product packages that contain the product.



Pages Used to Define ProductsPage Name Object Name Navigation Usage

Product Definition RBFPROD_DEFN Products CRM, ProductDefinition, ProductDefinition

Use this page to set upproduct information.

Product Groups RBF_PROD_GROUP Products CRM, ProductDefinition, Product Groups

Use this page to link theproduct to product group.One product can belong tomultiple groups.

External Description PROD_EXT_DESCR Products CRM, ProductDefinition, ExternalDescription

Use this page to enter theexternal description of theproduct if you want thedescription to appear onthe self-service customerpage. External descriptionsare provided in order todisplay graphically richand audience appropriatedefinitions for yourproducts. The page allowsthe entry of HTML text, aswell as an area to previewthe HTML-enabledDescription and LongDescription labels.

Application RBF_PROD_APPL Products CRM, ProductDefinition, Application

Use this page to associate anapplication with the product.

Regions PROD_REGION Products CRM, ProductDefinition, Regions

Use this page to define theavailability of product byregion.

Attributes RB_ATTR_RUN_PROD Products CRM, ProductDefinition, Attributes

Use this page to view theattributes that are attached tothis product on the ProductDefinition page.

Attachments PROD_ATT Products CRM, ProductDefinition, Attachments

Use this page to attach files.

Packages RBF_PRODKIT_LINK Products CRM, ProductDefinition, Packages

Use this page to view thepackages that contain theproduct.

Defining the ProductAccess the Product Definition page.



Product Definition page

Name Enter freeform text of up to 30 characters that describes the product.

Long Description The extended product description is entered in HTML code. This isthe description that the internal agent will see.

Preview/Preview Area Click the preview button to show the product description in the PreviewArea as it will appear on the sales entry page.

Status Select the product status from the drop down. Products canbe Active or Inactive.

Attribute Category Select the attribute category that applies to this product. Use theAttributes page of the component to view the attributes as they willappear on internal or external pages.

Coverage Code Enter a coverage code for the product. Coverage codes arelimited to five characters.

External Visibility Check this field to make the product description visible externally.

If this field is checked, the External Description as well as the LongExternal Description must be provided.



Product Sold to Businessor Consumer

Select if the product is available for business customers,individual consumers or both.

Upsell Script Select an upsell script to use in connection with this product.The upsell script is optional.

The fields under Product Type define whether the product is a single product, a productpackage or a product arrangement.

Single Product Select if the product is a single or base product with no components.

Note. ”Setting Up and Maintaining Arrangements and Contracts” in thisPeopleBook provides complete details on product arrangements.

Linking the Product to a Product GroupAccess the Product Groups page.

Product Definition — Product Groups page

Product Group Type Products are grouped to share common features. The system comeswith functional product group types already defined. You can addadditional groups to meet your business needs.

Product Group Single products can be associated with a product group for organizationalpurposes. One product can belong to many product groups. You can drilldown to the product group page from the definition.

Defining the External DescriptionAccess the External Description page.



Product Definition — External Description page

External Description The external name is the name that appears for self-service customers.

Enter the product description that will appear on the external page. IfExternal Description and Long External Description are completed onthis page, then the product is considered to be external.

Entry in these fields will trigger the checkbox for External Visibility onthe Product Definition page to be selected automatically.

Long External Description The extended product description is entered in HTML code. This is thedescription that the self-service customer will see.

HTML tags are supported except for the following: <HTML>, <TITLE>,<header>, or <body> and their corresponding closing tags.

Use this field to enter URL links to web sites that will be used duringthe sell process to deliver detailed information.

Preview/Preview Area Click the Preview button to show the product description in the PreviewArea as it will appear on the sales entry page.

Associating Applications With the ProductAccess the Product Definition –Application page.



Product Definition — Application page

Configured Package Select to define the product package as a fully configured package. A fullyconfigured package uses the Product Configurator at runtime, and creates apackage based on your choices from the Configurator Model.

Configuration Schema Select the Configuration Schema related to the product package.

Channel Indicate where the application will be available. You may define only oneapplication form per channel. Insert a row to add a new channel. Deliveredvalues are All Channels, Internal, and Web Self-Service.

Application Form Select if you are using an application form created in theApplication Form component.

Form Name Enter the application form ID. Click the transfer button to access theapplication form component, where you can view and update the form.

Branch Script Select if you are using a branch script. The association allows the runtimeprogram that accesses the product to initiate the correct branch script.

Script Name Enter the branch script name. Click the transfer button to access the branchscript tree, where you can view and update the form.

URL Select if you are using an internal link to an application form.

URL Enter the URL to transfer the customer to the application form.

Defining RegionsAccess the Product Definition − Regions page.



Product Definition — Regions page

The fields under Region Options enable you to define specific areas where the product is available for sale.

All Regions Select All Regions to make the product generally available.

Only in Regions below Select if you want to make the product unavailable in all regions exceptthose you specify. You must then identify the regions (by Region ID)in which the product can be sold in the Region ID field. Use this to setup products that are only available in specific states.

All except Regions below Select if you want to make the product available in all regions exceptthose you specify. You must then identify the regions in which theproduct is unavailable in the Region ID field.

Note. Region IDs are defined on the Region page, and are of the type Product Sales.

Viewing the Product AttributesAccess the Attributes page.

Product Definition — Attributes page



You select an Attribute Category on the Product Definition page. The system displays the attributes here.

See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, “Configuring Attributes”.

Viewing Product PackagesAccess the Packages page.

Product Definition — Packages page

The system displays all packages that contain the product. Click the transfer buttonto drill down to package details.

Defining Product RelationshipsYou can create and maintain relationships with products and product packages.

Pages Used to Define Product RelationshipsPage Name Object Name Navigation Usage

Product Relationships −Product Relationships

PROD_RELATIONS Products CRM,Relationships, ProductRelationships

Use this page to definerelationships with productsand product packages.

Product Relationships −Relationships Overview

PROD_REL_OVERVIEW Products CRM,Relationships, RelationshipOverview

Use this page to viewproduct and product grouprelationships.

Defining Product RelationshipsAccess the Product Relationships page.



Relationships — Product Relationships page

Product Relationship Select the relationship that you want to establish betweenproducts or product groups.

Product ID Enter the product ID for the related product.

Catalog Select if the product is to be displayed in the catalog.

Start Date and End Date Enter the start and end dates for the relationship.

Relationships OverviewAccess the Relationships Overview page.

Product Relationships — Relationships Overview page

The system displays all relationships established for the product or product group.

See AlsoPeopleSoft 8.8 CRM Application Fundamentals PeopleBook, “Setting Up Products,”Defining Product Relationships




CHAPTER 5

Setting Up and Maintaining Arrangementsand Contracts

This chapter presents an overview of product arrangements and product contracts and discusses how to:

• Set up and maintain arrangements.

• Set up and maintain contracts.

• Set up and align attribute definitions for products, arrangements, contracts, and the sales process.

Understanding Arrangements and ContractsThis section defines arrangements and contracts.

ArrangementsAn arrangement is associated to one and only one product or product package. A product orproduct package can be associated to zero, one, or more arrangements.

An arrangement has a set of terms and conditions in addition to the following three fields:

• Raise %.

• Reduction %.

• Waive contract fee flag.

Note. Other terms and conditions can be defined by the system administrator usingconfigurable attribute definitions.

ContractsContracts are available only to organizational customers. An organization can be acompany, a partnership, or an alternate capacity.

A contract is an association between the following two parts:

• One and only one organization.

• One and only one product, product package, or arrangement.

A contract has a set of terms and conditions in addition to the following three fields.

• Raise %.


Setting Up and Maintaining Arrangements and Contracts Chapter 5

• Reduction %.

• Waive contract fee flag.

Note. Additional terms and conditions can be defined on a contract. PeopleSoft CRM for FinancialServices enables the system administrator to define terms and conditions for a certain type of objectto fit their organization by using configurable attribute definitions.

The availability of a contract is controlled by start-date and end-date. In implementation, thesystem set the default end-date to December 31, 2099.

A contract is a different entity from a commercial product. It is possible that a product, product package, orarrangement is not associated with a contract. A contract is tied to an organization whereas an arrangement is not.

A contract is a different entity from an account. A contract is an agreement about an unsold product between thebank and an organization. An account is an agreement about a sold product between the bank and a customer.

It is possible for a product, a product package, or an arrangement to be associated to multiple contracts for anorganization. These contracts may have overlaps on valid periods, which are defined by start date and end date.

If there are multiple contracts valid for a product and organization for a certain period of time,the sales process uses the newest contract featured by a later start-date.

For example,

• P001 is ATM Checking.

• P006 is an arrangement based on P001.

• C001 is a contract based on P006 for ADC Company valid between Feb.1, 2002 and March 31, 2002.

If the user tries to create a new contract, C002 for ADC Company based on P001—ATM Checking, validbetween Feb. 15, 2002 and March 31,2002, it is allowed. The system will display a message remindingthe user about the existence of the multiple contracts for ADC Company on P001.

For the period between Feb. 1, 2002 and Feb.14, 2002, C001 is the only valid contract based onP001. In the sales process, when a customer selects P001, the system will use C001, which is theonly contract valid during this period, to determine the terms and conditions.

For the period between Feb.15, 2002 and March 31, 2002, there are two valid contracts based on P001—C001and C002. In the sales process, if a customer selects P001, the system will use C002, which is the newestcontract among the contracts that are valid during this period, to determine the terms and conditions.

Understanding Contracts and Arrangements inthe Sales Process

This section discusses how to:

• Retrieve an available contract.

• Retrieve a complete set of terms and conditions.


Chapter 5 Setting Up and Maintaining Arrangements and Contracts

Retrieve an Available ContractDuring an agent controlled sale to the contact of an organization, the system will retrieve anyavailable contract after the customer selects the product.

An individual consumer can retrieve an available contract after giving employmentinformation. The employment information is verified by the customer giving a verificationkey or by the agent checking supporting documents.

The customer can choose to apply for the product with or without using the retrieved contract.

Note. Retrieving an available contract and applying for a product using a contractis not available for self-service users.

Retrieve a Complete Set of Terms and ConditionsWhen a customer selects a product/package during the sales process, a complete set of terms andconditions for the product or product package is retrieved as described below.

• A complete set of terms and conditions are retrieved from the terms and conditions definedfor product, product package, arrangement, or contract.

• The terms and conditions in an arrangement for a product or product package are retrievedonly when the following two conditions are satisfied:

- The customer’s organization has a contract on that arrangement.

- The system selects the newest contract (because of its later start-date) from the multiplecontracts that refer to the same product or product package.

• The terms and conditions defined in later entries override the terms and conditions defined in previous entries.

For example, P001 is ATM Checking; P006 is an arrangement for P001; C001 is a contract forADC Company and P006. An employee of ADC Company selects ATM Checking (P001) in SalesProcess and is interested in applying for an ATM Checking Account.

The terms and conditions defined in these entries are:

Entry Term A Term B Term C Term D Term D Term F

P001 TermA = 1 TermB = 2 TermC = 3 TermD = 4

P006 TermB = 6 TermC = 8 TermE = 9

C001 TermA = 12 TermC = 15 TermF = 18

1. Sales Process gets terms and conditions from P001—ATM Checking:



P001 TermA= 1

TermB= 2

TermC= 3

TermD= 4


C001 TermA =12

TermC =15

TermF =18

2. Since this organization has a contract C001 on an arrangement P006 for this productP001, the system gets the terms and conditions from the arrangement P006 to overrideterms and conditions obtained from product P001:

P001 TermA= 1

TermB= 2

TermC= 3

TermD= 4


C001 TermA =12

TermC =15

TermF =18

Note: Terms B and C are overridden in this step. Term D is expanded in this step.

3. Finally, the system obtains terms and conditions from contract C001. These are the termsand conditions to displayed during the sales process.

P001 TermA= 1

TermB= 2

TermC= 3

TermD= 4


C001 TermA =12

TermC =15

TermF =18

Note: Terms A and C are overridden in this step. Term F is expanded in this step.

Setting Up and Maintaining ArrangementsThis section discusses how to:

• Set up arrangements.

• View attributes associated with the arrangement.

• Maintain product contracts.



Note. An arrangement is defined in the same component where a product is defined. However, only the valuesdefined on the Product Definition page and Attributes page are meaningful for an arrangement.

See AlsoChapter 4, “Setting Up Products and Product Groups,” page 43

Pages Used to Define ArrangementsPage Name Object Name Navigation Usage

Product Definition RBFPROD_DEFN Products CRM, ProductDefinition, ProductDefinition

Use this page to set uparrangement information.

Attributes RB_ATTR_RUN_PROD Products CRM, ProductDefinition, Attributes

Use this page to view theattributes that are attachedto this arrangement on theProduct Definition page.

Contracts RBF_PROD_ACNT Products CRM, ProductDefinition, Contracts

Use this page to viewthe contracts using thearrangement.

Defining the ArrangementAccess the Product Definition page.



Product Definition - Product Definition page

Name Enter freeform text of up to 30 characters that describes the arrangement.

Long Description The extended arrangement description is entered in HTML code. Thisis the description that the internal agent will see.

Preview/Preview Area Click the preview button to show the arrangement description in thePreview Area as it will appear on the sales process page.

Status Select the status from the drop down. Arrangements can be Active or Inactive.

Attribute Category The system automatically populates this field with the attribute categoryfor the related product. This ensures that the attributes defined for thearrangement align with the attributes defined for the related product.

External Visibility For an arrangement, the value of external visibility doesn’t matter. Whatis important is the external visibility of its related product.

Coverage Code Coverage code is used for the Insurance industry to define thecoverage provided by a product.

Product Sold to Businessor Consumer

For an arrangement, the system automatically selects Business since anarrangement can be sold only to organization customers.



Upsell Script Relate an upsell script to the product.

Use the fields under Product Type to define the product arrangement.

Product Arrangement Select to designate the product as an arrangement. When youselect Product Arrangement, you are able to enter the componentinformation in the fields below.

Related Product Select the product that will be part of the arrangement. You caninclude one product or one product package.

Raise % Enter the percentage of rate increase if applicable. For example, a checkingaccount arrangement may include an interest rate increase.

Reduction % Enter the percentage of rate decrease if applicable. For example, a mortgagearrangement may include an interest rate decrease.

Waive Contract Fee Select to waive the contract fee.

See AlsoChapter 4, “Setting Up Products and Product Groups,” page 43

Viewing the AttributesAccess the Attributes page.



Product Definition - Attributes Page

Attributes are selected by the Attribute category selected on the Product Definition page. Remark isnot an attribute controlled by Attribute Category. It is shown for all arrangements. Data entered in theRemark field is only visible internally and not displayed during the sales process.

See AlsoChapter 4, “Setting Up Products and Product Groups,” Understanding Attributes inCRM for Financial Services, page 44

PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, “Configuring Attributes”

Viewing Arrangement ContractsAccess the Contracts page.



Product Definition - Contracts page

The system displays the contracts that have been associated with the arrangement. Click the transfer buttonon the contract row to access the Contracts component, where you can view and update the record.

Setting Up and Maintaining ContractsYou can set up contracts using either individual products, product packages, or product arrangements.

Pages Used to Set Up and Maintain ContractsPage Name Object Name Navigation Usage

Contract RBF_ACNT Customer Contracts CRM,Product/ArrangementContracts, Contract

Use this page to set up acontract and associate thecontract with a businesscontact and a product.

Attributes RBF_ATTR_ACNT Customer Contracts CRM,Product/ArrangementContracts, Attributes

Use this page to viewattributes associated with thecontract.

Setting Up ContractsAccess the Contract page.



Product/Arrangement Contracts − Contract page

Contract Name Enter a name for the contract. A contract can be associated with aproduct, a product package, or an arrangement.

Start Date and End Date Enter the start and end dates for the contract.

Business Contact Type Select the business contact type. A contract can be associated only withan organizational business contact, not an individual consumer. Businesscontacts include company, partnership, or alternate capacity.

Business Contact Enter the name of the business contact.

Product Enter the name of the product. If the product is an arrangement, thesystem displays the related product in the field below. You can accessthe Product component to view product details.

Contract Raise % Enter the percentage of rate increase, if applicable. If this contract is based onan arrangement, this field will display the value set for the arrangement.

Contract Reduction % Enter the percentage of rate decrease, if applicable. If this contract is based onan arrangement, this field will display the value set for the arrangement.

Waive Contract Fee Select to waive the contract fee.

Attribute Category The system automatically populates this field with the attribute category forthe related product. This ensures that the attribute defined for the contractalign with the attributes defined for the related product.



Note. If a contract definition is based on an arrangement, the values of Contract Raise %, Contract Reduction%, and Waive Contract Fee are populated with values defined for the arrangement. If the customer appliesfor a product based on an available contract, the values of Contract Raise %, Contract Reduction %,and Waive Contract Fee are obtained only from the contract, not from the arrangement.

Viewing Contract AttributesAccess the Attributes page.

Product/Arrangement Contracts − Attributes page

The system displays the attribute categories applicable to the contract. In this example, Remark is notan attribute controlled by Attribute Category. It is shown for all contracts. Data entered in the Remarkfield is only visible internally and is not displayed during the sales process.

See AlsoChapter 4, “Setting Up Products and Product Groups,” Understanding Attributes inCRM for Financial Services, page 44

PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, “Configuring Attributes”



Setting Up and Aligning Attribute Definitions for Products,Arrangements, Contracts, and the Sales Process

In order to make product definition, arrangement definition, contract definition, and the sales process worktogether correctly, it is very important to set up attribute definitions for these objects correctly.

To set up and align attribute definitions for products, arrangements, contracts, and the sales process:

1. Set up attribute definitions for products

• Set up attribute definitions for products in Set Up CRM, Common Definitions,Attributes, Object Type Attribute.

• The Object Type for products is Product.

2. Set up and align attribute definitions for arrangements

• Set up attribute definitions for arrangements in Set Up CRM, Common Definitions,Attributes, Object Type Attribute.

• The Object Type for arrangements is also Product.

Note. The attribute set defined for arrangements must include the attribute set for products.

• Additional attributes other than those defined for products, specifically for arrangements,can be defined by giving certain conditions.

• Any attributes specific to arrangements but not controlled by Attribute Category values areinternal arrangement attributes, not displayed during the sales process.

3. Set up and align attribute definitions for contracts

• Set up attribute definition for contracts in Set Up CRM, Common Definitions,Attributes, Object Type Attribute.

• The Object Type for contracts is Contract

Note. The attribute set defined for contracts must include the attribute set for productsand the external attribute set for arrangements.

• Any attributes specific to contracts but not controlled by Attribute Category values areinternal contract attributes, not displayed in the sales process.

4. Set up and align attribute definitions for the sales process

• Set up attribute definitions for the sales process in Set Up CRM, Common Definitions,Attributes, Object Type Attribute.

• The Object Type for the sales process is Sales Product Application.

Note. The attribute set defined for the sales process must include the attribute set for products,and the external attribute set for arrangements and contracts.


CHAPTER 6

Setting Up Sites and Service Locations inPeopleSoft CRM for Financial Services

This chapter provides an overview of the site and service location functionality in PeopleSoftCRM for Financial Services and discusses how to:

• Set up sites.

• Set up and maintain the service location records.

• Set up services.

• Work with the service location finder.

Understanding Service LocationsA service location in PeopleSoft CRM for Financial Services is a place where a business contact can go to obtainauthorized financial services. A service location is not restricted to a physical building owned by the financialinstitution. An ATM machine could be housed in a grocery store; an auto shop can perform insurance estimates.

A record for each service location is created in the RD_SITE table. An extension table, RDFSITE,holds additional information for PeopleSoft CRM for Financial Services.

Note. The RD_SITE table stores site records and service locations. It is distinguished byan indicator field in the RDFSITE extension table.

It is important to distinguish the difference between a site and a service location. A site is used for an externalcustomer to define places where it conducts business. A service location is a site that the internal companyuses to provide services. Usually service locations are tied to the same internal company. For example, yourcompany has five branches or places to provide financial services and you have 100 business contacts that arecompanies. In this scenario, you create five service locations for your own company as the customer on servicelocation setup page. In addition, you set up the 100 company business contacts, and create sites for each.

A service is an object that is maintained on the RBF_SERVICE table. For each service location in yoursystem you can associate services that are available at that location. The associated records are stored inRDFSITE_SERVICE, a child table of RD_SITE. You can also define the hours of operation for the location.Records for hours of operation are maintained on RDFSITE_OPERATE, a child table of site.


Setting Up Sites and Service Locations in PeopleSoft CRM for Financial Services Chapter 6

You can also define the service location’s contacts—the people who participate in business transactionsat the location. Records for contacts are maintained in the person table (RD_PERSON). Whenyou associate a person with a service location, the person is assigned a role type of Contact and arecord is created in the Business Object Relationship table (BO_REL) to capture the representationrelationship between the person and service location (RD_SITE).

See AlsoPeopleSoft 8.8 CRM Application Fundamentals PeopleBook, “Defining Site Business Objects”

Common Elements Used in This ChapterPrimary Click to view profile, status, and currency information for the service

location, together with the primary name, address, telephone, andemail information. The system displays this view by default whenyou access the Service Location page.

Name Click to view and update the names associated with the service location.

Address Click to view and update address information associated withthe service location.

Phone Click to view telephone information associated with the service location.

Email Click to view email information associated with the service location.

Pager Click to view pager information associated with the service location.

Setting Up and Maintaining SitesThis section provides discusses how to:

• Maintain general site information.

• Define site contacts.

• Define site relationships.


Chapter 6 Setting Up Sites and Service Locations in PeopleSoft CRM for Financial Services

Pages Used to Set Up and Maintain SitesPage Name Object Name Navigation Usage

Site − Site RDFSITE_MAIN_2 Customers CRM, Site View and update primaryinformation about thesite, including name,address, phone, and emailinformation

Site −Contacts RD_SITE_CNTCT_2 Customers CRM, Site,Contacts

View and update site contactinformation.

Site- Relationships RD_SITE_REL_2 Customers CRM, Site,Relationships

View site relationships.

Site −Notes RD_SITE_NOTE_2 Customers CRM, Site, Notes Add notes and attachmentsfor the specified site.

Setting Up and Maintaining SitesAccess the Site page.

Site-Site page



See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, “Defining Site BusinessObjects,” Maintaining General Site Information.

Defining Site ContactsThe Site Contacts page has no functionality or system data specific to PeopleSoft CRM for FinancialServices. Refer to the following for details on core CRM functionality and system data.

See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, “Defining Site BusinessObjects,” Defining Site Contacts.

Defining Site RelationshipsThe Site Relationships page has no functionality or system data specific to PeopleSoft CRM for FinancialServices. Refer to the following for details on core CRM functionality and system data.

See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, “Defining Site BusinessObjects,” Defining Site Relationships.

Defining NotesThe Notes page has no functionality or system data specific to PeopleSoft CRM for Financial Services.Refer to the following for details on core CRM functionality and system data.


Setting Up and Maintaining Service Location InformationThis section discusses how to:

• Set up the general service location information.

• Link service locations to services.

• Define hours of operation and holidays for the service location.

• Associate contacts with the service location.

• Define relationships for the service location.

Understanding Hours of OperationThe basic logic behind setting up hours of operation follows these rules:

• If the Weekday and Specific Month fields are empty, it means the Day of the Weeksetting is applicable to all days of the weeks.

• If the Weekday field is filled with a day of the week, and the Specific Month field is empty,the hours of operation apply specifically to that day of the week

• If the Weekday field is empty and the Specific Month field is filled, the hours ofoperation apply to all days in the specified month.



• If both the Weekday and Specific Month fields are filled, the hours of operation apply to allinstances of the day of the week in the specified month.

Pages Used to Set Up and Maintain Service LocationsPage Name Object Name Navigation Usage

Service Location - Site RDFSITE_MAIN_2 Financial Services, ServiceLocation, Site

Use the Service Location− Site page to view andmaintain name, profile,hours of operation, statusand currency information forthe service location.

Service Location - Services RDFSITE_SERVICE_2 Financial Services, ServiceLocation, Services

Use the Services page tolink the service locationsto services that you havedefined.

Service Location −Hours ofOperation

RDFSITE_OPERATE_2 Financial Services, ServiceLocation, Hours of Operation

Use the Hours of Operationpage to set up the hours ofoperation and holidays forthe service location.

Service Location - Contacts RD_SITE_CNTCT_2 Financial Services, ServiceLocation, Contacts

Use this page to associatecontacts with the servicelocation.

Service Location -Relationships

RD_SITE_REL_2 Financial Services, ServiceLocation, Relationships

Use this page to definerelationships for the servicelocation.

Service Location −Notes RD_SITE_NOTE_2 Financial Services, ServiceLocation, Notes

Use this page to add notesand attachments for theservice location.

Defining Service Location SitesAccess the Service Location − Site page



Service Location − Site: Primary page (1 of 2)

Service Location − Site: Primary page (2 of 2)



Service Location - Site: Primary PageWhen you are adding a new service location, enter a location Name using up to 50 alphanumeric charactersand select an appropriate Name Type. By default, the information you enter will be the primary name forthe service location. After the service location record is established, you can add additional names to thename record and designate another name as primary using the Name view of this page.

The fields under Profile Information provide basic information about the service location:

Customer Enter the name of the financial institution that is associated with the location.

Site Type Select the site type from the drop-down list. Delivered values are:ATM Machine, Corporate Bank, Corporate Insurance, Express Bank,Full Service Bank, Insurance Estimate Office, and Personal Insurance.Site Types are configurable based on SetID.

ABA Number Enter the American Banker’s Association number.

Site Status Select the site status from the drop-down list. Delivered values are: Open,Closed, Pending Open, and Targeted for Closure. Additional status typescan be added to suit your organization’s requirements.

Parent Location Enter the location of the parent organization of the site.

Language Code Select the language used in the service location.

Number of ATMs Enter the number of ATMs available at the site.

Cross Street Enter the name of the closest main intersection.

Site Restrictions Enter information on restrictions at this site.

The fields under Inquire Hours of Operation display details on the service location’soperating hours on a specific date.

Date Select a date and click Go to display the hours of operation for that date.

The fields under Status and Currency Info indicate whether the service location definition isactive in your system and provide information about currency.

Customer Status Indicate whether the service location record isActive or Inactive.The default value is Active.

Status Date The date that the current Customer Status value was specified.

Customer Since The date the service location became a customer for your business.

Currency Code Enter the code that specifies the currency used for a monetary transactionwith this service location. Currency codes are maintained using the CurrencyCode page under the Define General Options menu.

Currency Type Enter the exchange rate used to calculate monetary transaction amounts inalternate currencies. Exchange rates are established on the Market RateType page under the Define General Options menu.



Segment Code Indicate the service location ’s business segment for marketingpurposes. Segment codes are established on the Segment Code pageunder the Structure Customer menu.

Defining Service Location ServicesAccess the Service Location − Services page.

Service Location page − Services

Service Name Select a service that will be available at the service location. Servicesare defined on the Services page.

Start Date/End Date Select the start date for the service and end date, if applicable.

Defining Service Location Hours of OperationTo Set up Hours of Operation

1. Set up record for majority hours of operation. For example, designate the Type of Setting as day of the week,and operation Open from 9:00 AM to 5:00 PM, without selecting specific weekdays or a specific month.

2. For a specific day of week that has different hours of operation, specify Day of theWeek, for example Thursday, and select Open from 9:00AM to 7:00PM. This willoverride the setting in step one for all Thursdays.

3. To define Hours of Operation for all days in a month, select Specific Month and leaveWeekday blank. To change Hours of Operation for all instances of a day — all Fridays —in a specific month, select the Weekday and the Specific Month.

4. To define theHours of Operation for a specific date—December 25—enter the date in the Specific Date field.



Service Location page − Hours of Operation

Type of Setting Select Day of the Week or Specific Date to determine how youwill define the hours of operation.

When you choose Day of the Week, you do not need to fill in the specific datefield. You can optionally fill in the Weekday and Specific Month field.

When you choose Specific Date, the Specific Date field must be filled in,and Weekday and Specific Month fields will be defaulted by date field. IfSpecific Date is defined, then the system will use it for hours of operation,ignoring any data defined in type of Day of the Week.

Weekday Use this field in conjunction with the Day of the Week type of setting.

Specific Month Use this field in conjunction with the Day of the Week type of setting. Thisfield can be used to specify the hours of operation for all Tuesdays in a month.

Specific Date Select a specific date to define the hours of operation.

Operation Select Open or Close.

From Time/To Time Use the from and to times to define hours of operation.

Defining Service Location ContactsUse the Contacts page to view and maintain contact information for service locations.

See AlsoPeopleSoft 8.8 CRM Application Fundamentals PeopleBook, “Defining Contact Business Objects”

Defining Service Location RelationshipsUse the relationships page to view and maintain service location relationships.



See AlsoPeopleSoft 8.8 CRM Application Fundamentals PeopleBook, “Working With the Relationship Viewer”

Defining Service Location Notes and AttachmentsUse the Notes page to add, view, and modify notes associated with a service location record.

See AlsoPeopleSoft 8.8 CRM Application Fundamentals PeopleBook, “Working With Notes”

Setting up ServicesYou set up standard services which can be applied to any service location.

Pages Used to Set Up ServicesPage Name Object Name Navigation Usage

Service RBF_SERVICE Financial Services, Service,Service

Use the Service page to addand maintain servicesthat are offered by yourorganization.

Service Location RBF_SERVICE_SITE Financial Services, Service,Service Location

Use the Service Locationspage to view locationscurrently offering thisservice. Service Locationsdefault from the ServiceLocations component.

Defining a ServiceAccess the Service - Service page.

Service - Service page

Service Type Select the service type. Delivered values are: Banking, BusinessBanking, Insurance, Loan Service, Mortgage, Personal Banking,and Wealth Management. Additional service types can be added tosuit your organization’s requirements.



Service name Enter the name of the service offered.

Description Describe the service offered.

Linking the Service with Service LocationsAccess the Service - Service Locations page.

Service − Service Locations page

The system displays the locations that are currently offering the service. Click the Edit button on the locationrow to access the Service Location component, where you can view and update the service location record.

Working with the Service Location FinderThe Service Location Finder is available to the customer in My View and to the financialservices employee in the 360–degree view. The Service Location Finder can be accessedwithout entering personal or account information.

Customers and employees can search by service name or any address element. Note that this searchreturns record based on exact match not based on distance or vicinity of an address.

The summary section displays a list of service locations that meet the criteria. The summary section isbased on the view RBF_SITE_SRH_VW. The View is a join of service location, service, and addressinformation. Only records matching the following criteria can be searched against:

• Service locations with a valid status such as Open or Target for Closure.

• Service locations with valid address of ‘Physical Location’ purpose type.

• Services associated with the service location that is current—start-date and end-daterange is neither back dated nor in the future.

When the financial services employee clicks the Location link, the system displaysthe Service Locations component.



When the customer clicks the Location link, the system displays a Service Location page with detailson the location, services, hours of operation, and contact information.

Search for Location page

The system displays a grid with all service locations meeting the criteria. Click the Location link to view details.


CHAPTER 7

Setting Up Internet Banking

This chapter provides an overview of internet banking processes and transactions and describes how to:

• Work with the 360–Degree view.

• Set up financial transactions.

Understanding Internet BankingThe following diagram illustrates the Internet Banking process using the 360-Degree Viewand shows the transactions that the user can perform.

CustomerIdentification

360-DegreeView

RequestAdditional

Information

PerformBanking

Transactions

Open orInvestigate

Issues

UpdateAccount

Information

Display byRole

Internet Banking process flow for the 360-Degree view


Setting Up Internet Banking Chapter 7

In an agent-assisted scenario, the customer supplies the FSI employee with identification to access customerinformation. Upon successful identification, the 360-degree view of the customer is displayed. Theemployee can view the customer profile, financial accounts related to each of the roles the customerplays, interactions details, and the Interaction Tree. When the employee selects a specific role, the systemdisplays the accounts, issues, interactions and ATM cards associated with that role.

Understanding Customer Account InformationPeopleSoft CRM for Financial Services enables customers and FSI employees to update account information.

Transaction Description

Change the account nickname. This enables the customer to choose a personallymeaningful name for each of the accounts held in theinstitution.

Change the account address. The account address is the address that is related to aspecific account. It may or may not be the businesscontact address. Each account held by the customer musthave an address. For example, a customer may wantto have statements for a personal account sent to thecustomer’s home address and statements for a businessaccount sent to a business address.

Modify Account The employee can modify an account by making changesto the account fees, relationships, credit card parameters,currency, insurance policy payment terms, products,status, or TIN type and number.

ATMCard Detail The employee can modify ATM card details by replacingthe card, suspending the card, canceling or re-activatingthe card, changing linked accounts, changing limits,changing card type, or enabling and disabling cardfeatures.

Issue ATMCard The employee can issue an ATM card for the customer.The page provides fields to enter card information anddelivery information.

Review Financial Account The financial account pages provide a comprehensiveview of a specific account. Details are available ongeneral account information, account relationships, ATMcards, terms and conditions, fees, and address history.The user can also view transactions and bill paymenthistory.

The customer can cancel a transaction at any time and no changes will be made.


Chapter 7 Setting Up Internet Banking

See AlsoChapter 10, “Working with Customer Accounts,” page 115

Understanding Banking TransactionsPeopleSoft CRM for Financial Services enables self-service customers and FSI employeesto perform banking transactions online.



PerformBanking

Transactions

Stop CheckPayment

Order Copy ofCheck

Reorder Checks

Order Copy ofStatement

Verification

Confirmation

Pay Bills

Order ForeignCurrency

Order Cashier'sCheck

Order Traveler'sCheck

Transfer Funds

Automatic FundsTransfer

AccountAdministration

FinancialTransactions

Internet Banking transactions

Users perform the following administrative and financial transactions:



Transaction Description

Stop a check payment. The user can stop payment on a specific check that hasbeen issued on the selected account.

Order a copy of a check. The user can order a copy of a check that has been issuedon the selected account.

Reorder checks. The user can order new checks beginning with a specifiednumber for the selected account.

Transfer funds. The user can perform a one-time transfer of funds fromone account to another.

Order a copy of a statement. The user can order a copy of a statement for the selectedaccount.

Transfer funds automatically. The user can set up an automatic transfer of funds fromone account to another. Funds can be transferred daily,weekly, or monthly.

Pay bills The user can set up and pay bills online.

Order foreign currency. The user can order foreign currency to be delivered orpicked up at a specific location.

Order cashier’s check. The user can order a cashier’s check to be delivered orpicked up at a specific location.

Order traveler’s checks. The user can order traveler’s checks to be delivered orpicked up at a specific location.

See AlsoChapter 11, “Working with Self-Service Transactions in PeopleSoft CRM for Financial Services,” page 141

Understanding Transaction ProcessingPeopleSoft CRM for Financial Services enables self-service customers to perform financial transactionsonline. All self-service financial transactions follow a four-step process.



FinancialTransaction

Verification ConfirmationSubmit viaIntegration

Broker

Financial transaction process

When the user completes any financial transaction and clicks the Submit button, a verificationpage appears, requiring the user to confirm that the transaction should be processed. After thetransaction is verified, the system displays a confirmation page with a confirmation of the transactionand a confirmation number. The data is sent to the legacy system.

The internet banking transactions use either asynchronous or synchronous messagingto link with the legacy systems.

PeopleSoft Integration Broker provides the capability to synchronize data from one applicationsystem to another. CRM for FSI publishes the requests and pushes them to the channel. Thelegacy system has been set up to subscribe to these messages, so when the channel pushes themessages to subscribers, the legacy system picks up the request. An integration point on the legacysystem side must exist for this asynchronous messaging to take place.

The internet banking transactions using asynchronous messaging via PeopleSoft Application Messaging areStop Check Payment, Order Copy of Check, Reorder Checks, Order Copy of Statement, Automatic FundsTransfer, Order Traveler’s Checks, Order Cashier’s Checks, Order Foreign Currency and Bill Payment.

The internet banking transactions using synchronous messaging are Transfer Funds,View Transactions and View Bill Payment History.

When the customer requests any of the preceding banking transactions, PeopleSoft CRM generatesa confirmation number for the request and indicates any applicable service charge. PeopleSoftCRM checks only for complete field entries; it does not validate the data. The request is capturedand published to the legacy system. The legacy system validates the request and pushes back amessage to PeopleSoft CRM to confirm the transaction or update the data.

See AlsoPeopleSoft PeopleTools 8.8: Application Messaging PeopleBook

Working With the 360-Degree ViewThe Agent accesses the 360-Degree View by entering information given by the customer, either the TIN orSSN, a Business Contact ID, the Account Number, or the ATM card number. If the criteria produces morethan one result, for example a joint checking account with two owners, then the system displays a grid ofresults. The agent can find the exact match by additional questioning of the customer.

If entering the component through CTI, the customer types in entry information and theagent is taken directly to the 360-degree view.



See AlsoPeopleSoft 8.8 CRM Application Fundamentals PeopleBook, “Setting Up the 360-Degree View”

PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, “Using the 360-Degree View”

Pages Used to Work With the 360-Degree ViewPage Name Object Name Navigation Usage

User Links RB_TD_ANON_LINK_PG Set Up CRM, ProductRelated, 360 Degree, UserLinks

Use this page to customizethe user links that appear onthe search page.

360–Degree View Searchdialog

RB_TD_AGT_SRCH_FSI Click the 360–Degree Viewlink on the main menu.

Use this page to access thecustomer 360-degree viewsearch dialog.

360-Degree View RB_TD_AGENT_VIEW Enter one of the following inthe customer identificationfields:

Business Contact name

TIN/SSN

Account Number

ATMCard Number

Use this page to viewcustomer details.

Setting Up User Links on the Search PageAccess the User Links page.



User Links page

Sequence Enter a number to indicate the order that the link should appear on the page.

Active Select Active to activate the link.

Link Name Enter the name of the link as it will appear on the search page.

Select Transfer to define the page opened by the link.

Accessing the 360-Degree ViewAccess the 360–Degree View Search dialog.



360–Degree View search page

Go To The Go To list displays the links you have defined for this page.

My Issues The system displays issues assigned to the customer service representative.Click the Issue link to view issue details.

Search Enter the Business Contact Name, TIN/SSN, Account Number or ATMCard Number to search for the customer. Select the customer in thegrid to access the 360-degree view of the customer.

Working With the 360–Degree ViewAccess the 360–Degree View page.



360-Degree View page

The account pagelet lists all accounts that the person has access to regardless whether they are the owner or not.

See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, “Setting Up the 360-Degree View”.

See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, “Using the 360-Degree View”.

Setting Up Financial TransactionsThe following tables specifically related to financial services provide the foundationfor performing financial transactions.



Pages Used to Set Up Financial TransactionsPage Name Object Name Navigation Usage

Defaults for Account RBF_ACCT_DEFAULTS Set Up CRM, ProductRelated, Financial Services,Defaults for Account

Use this page to set updefault SetIDs and theIntegration Broker flag.

Travelers CheckDenomination

RBF_TCHK_DENOM Set Up CRM, ProductRelated, FinancialServices, Travelers CheckDenomination

Use this page to establishdenominations for traveler’schecks.

Bill Pay Category RBF_BILL_CATEGORY Set Up CRM, ProductRelated, Financial Services,Bill Pay Category

Use this page to establishcategories for the billpayment function.

Bill Payment Configuration RBF_PAYBILL_CONFIG Set Up CRM, ProductRelated, Financial Services,Bill Payment Configuration

Use this page to configurebill payment specificationsfor a customer.

Segment Code Image RBF_SEGMENT_IMAGE Set Up CRM, ProductRelated, Financial Services,Segment Code Image

Use this page to associate animage with a segment code.

Setting Up Defaults for AccountAccess the Defaults for Account page

Defaults for Account page

Default SetID The Default SetID is used when creating accounts for new companies that donot exist in the system. In order to create an account for the company, youcreate the company first and then create account for that company. For creationof the company you need a SetID which should be supplied by the externalsystem. If no SetID is specified, you get the SetID from this default value.

Integration Broker The Integration Broker Flag is used for real-time transactions. If it is set toYes then the integration happens real-time. If for some reason the integrationbroker is down and real-time transactions cannot happen, turn the flag to Noand store the transaction values locally. So the real-time transaction does nothappen, it pulls information from the database itself. The customers canpopulate this database table with an asynchronous message separately.

Setting Up Traveler’s Check DenominationAccess the Traveler’s Check Denomination page.



Traveler’s Check Denomination page

Denomination Traveler’s checks come in standard denominations. Set up thedenominations available to customers for ordering.

Pack of Each check denomination comes in a package with a specified number ofchecks. Enter the number of checks in the pack for each denomination.

Setting Up a Bill CategoryAccess the Bill Category page.

Bill Category page

Bill Category Set up categories to use in the Bill Pay component. Delivered valuesare Credit Cards, Loans, and Utilities.

Setting Up Transaction ConfigurationAccess the Transaction Configuration page.

Transaction Configuration page



Account Number Enter the applicable account number.

Max Payment Amount/Day Enter the maximum amount of bill payment per day.

Time of Day Limit forPayments

Enter the time limit for same day processing of bill payment. Requests forbill payment after this time will be processed the next business day.

Max Days in Advance Enter the maximum number of days in advance that a billpayment can be requested.

Min Days before Payment Enter the minimum number of days in advance that a billpayment can be requested.

Cashier CheckAmount/Day

Enter the maximum amount that can be requested for cashier’s checks perday. Amount should be entered in the base currency of the account.

Foreign CurrencyAmount/Day

Enter the maximum amount that can be requested in foreign currency perday. Amount should be entered in base currency of account.

Traveler CheckAmount/Day

Enter the maximum amount that can be requested in travelers checks perday. Amount should be entered in base currency of account.

Fee Reversal Amount Enter the maximum amount in fees that can be reversed.

Min ForeignCurrency/Trans

Enter the minimum amount that can be requested in foreigncurrency per transaction.

Setting Up a Segment Code ImageAccess the Segment Code Image page.

Segment Code Image page

Segment Code Enter the segment code.

Image Name Enter the name of the image to be associated with the segment code.




CHAPTER 8

Setting Up Financial Account Integration inPeopleSoft CRM for Financial Services

This chapter provides an overview of financial accounts and integration and discusses how to set upan integration framework to subscribe to inbound data from any legacy system.

Understanding Financial AccountsA Financial Account or Contract represents a holding by a Financial Services customer of a productprovided by a financial services institution. The financial account function presents information fromvarious legacy systems in a consistent interface. The financial account maps to the product, inheritingthe terms and conditions from the product purchased by the customer.

The Financial Account record and its subrecords are created by the legacy administration systems. Theseaccounts are not created in the CRM system. The Product Sales functionality queues up a transaction tothe legacy system which starts the process of creating a new account header record and its subrecords,but the actual creation of these records must be done by the legacy system.

A financial account is held by a business contact. The business contact may be a person, company,partnership (such as a domestic partnership or joint account), or an alternate capacity, a businesscontact that is not in itself a legal entity. A legal entity is defined as an entity with legal responsibility.A person has a social security number and is legally responsible for taxes owed on the interestearned by the account. A company has a Taxpayer Identification Number. A Scout troop or bridgeclub may have a financial account, such as a checking account as well.

Each financial account record represents one financial services account. If a business contact has twochecking accounts, there will be one financial account instance in the FSI database for each.

A financial account is associated with the terms and conditions related to the product. Additionalterms and conditions can be applicable to specific accounts.

See AlsoChapter 7, “Setting Up Internet Banking,” page 83


Setting Up Financial Account Integration in PeopleSoft CRM for Financial Services Chapter 8

Understanding Views of Financial AccountsThere are four user permission groups defined for PeopleSoft CRM for Financial Services:Customer, FSI Agent, FSI Account Manager, and FSI Application Administrator. Each role has adifferent view of the information contained in the Financial Account.

• The customer navigates to account detail records by way of the My Accounts pagelet. MyAccounts contains a listing of accounts for which the customer is the owner, authorized user, orbeneficiary or in other words has security matrix entry in his/her name. The account detail isread-only for the customer. No information can be changed on this page.

• The financial services agent does not have permission to navigate to a listing of account records heldby customers. Agent access is strictly controlled. An agent can view the details of an account heldby a customer who is explicitly identified as described in Internet Banking. The account detail isread-only for the agent. No information can be changed on this page. The agent can view an accountonly when they identify the customer and navigate to their 360 degree view. Every entry of the agentto a particular customer’s 360 degree view is traced by access trace mechanism.

• The financial services account manager has more authority to search for an existing account record.There is a search dialog available to find an existing account record. The account detail is read-only forthe account manager. No information can be changed on this page. In addition account manager canalso see the accounts by navigating through the 360 degree view just like the agent does.

• The financial services application administrator has more authority to search for an existing account record.There is a search dialog available to find an existing account record. The account detail is read-only forthe application administrator. No information can be changed on this page. In addition administratorcan also see the accounts by navigating through the 360 degree view just like the agent does.

Understanding Financial Account TypesFinancial Account information is provided for a number of contract types which correspond to product types.

As PeopleSoft CRM for Financial Services is delivered, the following financial accounts are available:

• Checking Account.

• Savings Account.

• Credit Account.

• Insurance Policy.

• Investment Account.


Chapter 8 Setting Up Financial Account Integration in PeopleSoft CRM for Financial Services

Understanding Integration with Legacy SystemsThe goal is to provide an integration framework to subscribe to inbound data from any legacysystem. The two delivered methods of integration (XML and Flat File) will still go through the sameEnterprise Integration Point (EIP), which is the application messaging gateway.

The Big PictureTwo components must be configured for the integration piece to function correctly.

1. Integration Broker setup.

2. Process Scheduler setup.

Process FlowA legacy system can post the appropriate XML file to the URL of the application messaging gateway. ThePeopleSoft system will then asynchronously subscribe to this data and load it into the production tables. Alegacy system can also choose to use a flat file to represent its data. An application engine process will convertthe flat file into an XML document that will in turn be published to the application messaging gateway. Theprocess run to perform this function automates the conversion of a flat file to an XML document and alsothe publishing process. For XML post, inbound data validation will be done during subscription. For flatfiles, data validation will be done during the publishing phase and again during the subscription phase.

TermsThe following terms are applicable to the integration process.

Term Definition

Transaction Section in the XML document starting with the tagTransaction that defines a single collection of data. AnXMLmessage may contain multiple transactions—in this case a transaction is defined as one financialaccount. A message can update/add multiple transactionsor financial accounts. It is important to note that atransaction is inclusive to the financial accounts children,which may be the various types of financial accounts.The XML template that defines the various transactionswill be delivered.

Gateway The ApplicationMessaging Servlet that resides on thehost web server. This will serve as the entry point intoPeopleSoft.

Data Definition Section in the XML document that starts with tagFieldTypes, that defines all the possible records that canbe included in the message.



Term Definition

Message data Section in the XML document that starts with tagMsgData and signals the beginning of the documentwhere the transactions will be listed.

Audit Action XML section beginning with the tag PSCAMA followsevery record specified in a transaction. This record hasan audit action field which specifies whether the currenttransaction/record is being updated or added. The validvalues for audit action are: For insert or add it is “A” andfor update or change it is “C”.

Setting Up Integration with Legacy SystemsTwo components must be configured for the integration piece to function correctly.

• Integration Broker setup.

• Process Scheduler setup.

Link to Integration Broker setup.

Link to Process Scheduler.

Delivered XML TemplatesPeopleSoft CRM for Financial Services delivers XML templates to perform the following:

• Add/update financial accounts.

• Set relationships.

• Set security matrix data.

• Set addresses for financial account.

• Set financial account fees.

Note. The file will contain all the necessary data definition tags. This section need not bemodified. The message data should be changed appropriately according to what data is beingloaded. Additional transactions should be added as needed.

Delivered Flat File TemplatesPeopleSoft CRM for Financial Services delivers flat file templates to perform the following:

• Add/update financial accounts. This is a sample and the file should be modified accordingly.

• Set relationships for the financial account.

• Set security matrix data.



• Set address for financial account.

• Set account fees.

Delivered Flat File ProcessesPeopleSoft CRM for Financial Services delivers the flat file process — RBF_FIN_ITG —whichruns to load a flat file depending on the configuration.

Assumptions for XML IntegrationReview the following assumptions for XML integration:

• All the messages must be active in Application Designer.

• The transactions must be set up in Integration Broker, through PIA and they must be active as well.

Financial Account Message:

• Legacy will send OWNER_BO_ID for financial account.

• Required fields for header:

- FIN_ACCOUNT_ID

- PROD_SETID

- PRODUCT_ID

- BO_ID_OWNER

- OWNER_BO_TYPE

- FIN_ACCOUNT_STATUS

Note. PROD_SETID, PRODUCT_ID, AND OWNER_BO_TYPE must be valid translate valuesthat exist in the PeopleSoft system. Therefore any legacy system would need to synchronize thelist of possible values for these fields with the PeopleSoft system.

• Legacy has to set the AUDIT_ACTN in the PSCAMA record in the XML file. The value ofA is Add (INSERT), C is change (UPDATE) and D is Delete.

• The message should have the required fields of the parent and the child.

• Cannot insert a Child (i.e. RBF_CHECK_ACCT) without a parent (i.e. RBF_FIN_ACCOUNT).

• If the Account has a status of “CLOSED” then the Security message has to be sent bythe legacy to delete the entries in the Security Matrix.

Financial Account Address Message: FIN_ACCOUNT_ID has to be associated with the message.

Relationships Message:

• REL_TYPE_ID, ROLE_TYPE_ID are assumed to exist both in Legacy and CRM.

• Legacy sends the ID values for Relationship type to set the Relationships.

• In the relationship message first placeholder is the financial account information and the secondplaceholder in the business object with which the relationship is targetted.



• OWNER_BO_TYPE should be sent by legacy, which is one of the following:

- ACC — Financial Account

- PER — Person

- COM — Company

- ALT — Alternate Capacity

- PAR — Partnership

• When Relationships end, a message has to be sent from legacy with an end date of the relationship.

Security Message:

• Legacy sends the XML file with the following fields:

- FIRST_NAME

- MIDDLE_NAME

- LAST_NAME

- TIN

- TIN_TYPE

- COUNTRY_NM_FORMAT

- FIN_ACCOUNT_ID

- SRTY_FUNCTION_CD

- APPROVAL_FLG (Y/N)

- CONDITIONAL_FLG (Y/N)

- SRTY_LIMIT_CD

- SRTY_OPERATOR_CD

- SRTY_AMOUNT

- SRTY_ROLE_CD

BO_ID’s are determined from the PeopleSoft side and the Security Matrix is populated accordingly. If BOdoesn’t exist, the CRM system creates a BO and sets up the security matrix accordingly.

• In order to populate the Security Matrix by role, legacy sends the following information in the XMLfile. Legacy has to know the SRTY_ROLE_CD, which exists in CRM.

- FIRST_NAME

- MIDDLE_NAME

- LAST_NAME

- TIN

- TIN_TYPE

- COUNTRY_NM_FORMAT

- FIN_ACCOUNT_ID

- SRTY_ROLE_CD



Assumptions for File IntegrationThis process employs a mapping of fields in the flat file. Column headings are specified on the firstline of the flat file. These column headings are mapped to actual PS field names on the setup page.This so-called mapping is saved and used when loading a flat file. In this way, order of the fields isirrelevant. Headings will be used to determine which values correspond to which fields.

File Upload Setup:

• Flat file must be mapped via , Set Up CRM, Product Related, Financial Services, , File Upload Setup.

• File Map name must be given.

• Delimiter must be specified.

• All records to be included in the flat file must be mapped here in the setup page. The recordname (i.e. RBF_FIN_ACCOUNT) must be selected from the prompt. Pushing the “default fields”push button will auto-populate the grid with the fields of that record. Select the fields that youwish to include as headings in your flat file. The flat file field name specified here must matchthe corresponding column heading that you will use in your flat file.

• Add as many records and fields as is necessary.

• Save the mapping.

Flat File Setup:

• The file being used must match the file mapping previously created.

• Column headings of the file must match the “flat file field” names specified in the mapping.

File Upload Process:

• Set Up CRM, Product Related, Financial Account, File Upload

• Add a run control ID.

• Enter the file name. (Direct or absolute path of the file, ex: c:\pt842\appserv\prcs\dbname\files\filename.txt).File must reside on the same box as the process scheduler.

• Select the file map name from the prompt. This map should be the mapping of the file you will be using.

• Select Run and select the process RBF_FIN_ITG, and then click OK.

• Validate in the process monitor that the process has a status of success.

• The log file generated by this process will be dumped into the root directory of the processscheduler. (ps_home\appserv\prcs\dbname\files).




CHAPTER 9

Working With Internet Product Sales

This chapter provides an overview of Internet product sales and discusses how to set up online application forms.

Understanding Internet Product SalesThe Internet product sales process enables the self-service customer or the customer service representativeto view targeted products, review features and terms and conditions, select products, and apply forproducts. The product application can be saved and resumed at a later date.

The following diagram illustrates the process flow for the Internet product sales transaction.


Working With Internet Product Sales Chapter 9

SelectProductGroup

SelectProduct

Apply NowComplete

ApplicationSubmit

Save forlater

XMLmessageto legacysystem

IssueOpenIssue

ResumeApplication

Submit

Reviewfeatures,services,

terms andconditions

SelectCustomer

Role

SelectRegion

Process flow for Internet product sales

Understanding CatalogsThe Catalog enables users to view available product groups and select available products. Users can selectup to three products for a side-by-side comparison. Once the customer selects a product to purchase, thesystem starts the application process. The agent can access the catalog by entering a unique identifierfor a business contact on the 360–Degree View page and selecting Browse Catalog.

There are a number of processes involved in setting up the catalog for Internet product sales. It is highlyrecommended that you review the following documentation before setting up catalogs in your system.


Chapter 9 Working With Internet Product Sales

Process Details More Information

Define products and product groups. Only product groups and productsthat have been designated asexternally visible in the ProductDefinition and Product GroupDefinition pages will be availablefor selection.

In agent-based product salesapplication, the customer can applyfor a product based on an availablecontract for the organization heworks for or he represents for.

PeopleSoft CRM for FinancialServices makes use of the core CRMattribute and attachment functions toprovide information and regulatorydisclosure for the customer.

See Chapter 4, “Setting Up Productsand Product Groups,” page 43.




Work with catalog templates. In PeopleSoft CRM, you createdisplay templates to define thelayout and organization of a catalogseparately from its contents. Youcan then apply the same reusabletemplates to different productcollections defined in the CatalogSetup component. Defining layoutand presentation separately fromcontent enables you to easilymodify, update, and recombine bothproducts and presentational formatsto meet different user and displayrequirements

See PeopleSoft 8.8 CRM ApplicationFundamentals PeopleBook,“Creating Catalogs”.

Define catalogs. PeopleSoft CRM enables youto define the layout and contentof online product catalogs forinternal and external use. You definethe look and feel of catalogs bycreating display templates, andthen define the contents you wantto organize and present accordingto your template definitions.You can designate products forinclusion in a catalog either by directassociation (using product IDs),or by creating business rules todynamically build product contentbased on the selection criteria youdefine. Similarly, you can controluser access to catalogs (as well astailor catalogs to users) by directlyassociating user IDs with specificcatalogs, or by setting up businessrules to establish permissions.

See PeopleSoft 8.8 CRM ApplicationFundamentals PeopleBook,“Creating Catalogs”.

Available ContractsDuring an agent controlled sale to the representative of an organization, the system will retrieve anyavailable contract after the customer selects the product. An individual consumer can retrieve anavailable contract after giving employment information. The employment information is verified bythe customer giving a verification key or by the agent checking supporting documents. The customercan choose to apply for the product with or without using the retrieved contract.

Note. Retrieving an available contract and applying for a product using a contractis not available for self-service users.



Understanding ApplicationsPeopleSoft CRM for Financial Services utilizes three methods for setting up applications for products:

• Branch scripts.

• Online application forms.

• Configurator

• URLs.

You can define different applications for different channels. For example, you may want an online applicationform for the self-service customer and a branch script for a customer service representative controlled sale.

Regardless of the application type, the process is the same. When the customer selects a productfor purchase, the system triggers the application that is associated with the product in the ProductsCRM component. The customer completes the application and submits the application. The systemsends an XML message to the legacy system with the application data.

ApplyComplete

ApplicationSubmit

XMLmessageto legacy

Product application process

See Chapter 4, “Setting Up Products and Product Groups,” page 43.

See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, “Defining Scripts”.

See PeopleSoft 8.8 Configurator for CRM, “Getting Started with PeopleSoft Configurator for CRM”.

Incomplete Product ApplicationsIf the application process is interrupted for some reason, the user can save the application. This createsan issue that can be opened to resume the application process. The issue appears in the Customer Viewaccessible by the customer, and in the 360–Degree View for the customer service representative.

ApplyIncompleteApplication

Save forlater

Issue

Incomplete product application process



The customer or FSI employee can resume the application process at any time by opening the appropriateissue. The Manage Issue page has a Resume Product Application button. When the customer or FSI employeeclicks this button, the incomplete product application opens and the application can be completed.

XMLmessageto legacy

ResumeApplication

SubmitOpenIssue

Process flow for resuming an incomplete product application

See Chapter 9, “Working With Internet Product Sales,” page 105.

See Chapter 7, “Setting Up Internet Banking,” Working With the 360-Degree View, page 88.

Setting Up Online Application FormsYou can build web application forms using form templates and configure them to meet your business needs.

Pages Used to Set Up Online Application FormsPage Name Object Name Navigation Usage

Application Form RBF_APPFORM_SETUP Set Up CRM, CommonDefinitions, ProcessAutomation, ApplicationForm

Use this page to set up theapplication form.

Page Toolbar Detail RBF_APPFORM_SETUP Click Page Toolbar Detail onthe Application Form page.

Use this tab to configure thetoolbar.

Page Event Detail RBF_APPFORM_SETUP Click Page Event Detail onthe Application Form page.

Use this tab to trigger eventswhen the application pagesload and unload.

Audit Detail RBF_APPFORM_SETUP Click Audit Detail on theApplication Form page.

Use this tab to view a historyof application form changes.

Related Product RBF_APPFORM_PROD Set Up CRM, CommonDefinitions, ProcessAutomation, ApplicationForm, Related Product

Use this page to keep trackof the products using theapplication form.

Setting Up Online Application FormsAccess the Application Form page.



Application Form page

Form Title Specify the application title when the application form is executed.

Description Describe the application form usage and any specifications.

The fields under Application FormTemplates are used to set up the template youwill use for the application form.

Effective Date Application form effective date.

Node Name The node in which the application form is executed. This functionalityis not supported for this release.

Menu Name Specify the menu where the application form component is added.

Menu Bar Name Specify the menu bar name where the application form component is added.

Item Name Specify the item name where the application form component is added.

Page Name Specify the first page to be shown when the application form is executed.

Form Load Event Specify the action set to be triggered when the application form is executed.For example, this could be a function call to prefill information.



Form Submit Event Specify the action set to be triggered when the Submit button is clicked.

The fields under Page Navigation Setup Information are used to set up the navigation within the application.

Navigation Page Specify is this page is navigable or not.

Sequence Specify the order of the navigable pages.

Page Name Specify the page to be shown.

Page Title Specify the title to be shown when the page is loaded.

Test Application Form Click the Test Application Form Button to preview the form.

Use the Non-Data Derived Records Information fields to specify records, such ashyperlinks that the system will not process.

Derived Record Name Specify any records that are not used as data records, that is, any records that thesystem will not process. This information results in performance improvement.

Page Toolbar Detail tabAccess the Page Toolbar Detail tab.

Application Form page − Page Toolbar Detail tab

Toolbar Item Indicate if the page is accessible from the toolbar.

Toolbar Item Label Specify the toolbar title that appears as the hyperlink’s tooltip for the page.When the user moves the mouse on the hyperlink, the tooltip is displayed.When the user clicks the hyperlink, the related page is loaded.

Page Event Detail tabAccess the Page Event Detail tab.



Application Form page − Page Event Detail tab

Page Load Event Specify the action set that is triggered when the page is loaded andbefore the page appears. For example, you may want to transferdata from one page to another.

Page Exit Event Specify the action set that is triggered before the page is unloaded.For example, you may want to validate data on the current pagebefore moving to the next page.

Viewing Related ProductAccess the Related Product page.

Related Product page

The Related Product page displays all products using this application form.




CHAPTER 10

Working with Customer Accounts

This chapter discusses how to:

• Change the account nickname.

• Change the account address.

• Modify the account.

• Manage the ATM card.

• Issue an ATM card.

• Review the financial account.

Changing the Account NicknameThe self-service user or FSI employee can change the name given to an account tomake it more meaningful to the user.

Page Used to Change Account NicknamePage Name Object Name Navigation Usage

Change Account Nickname RBF_ACCT_NICK Customer Accounts, ChangeAccount Nickname

Use this page to change thename given to an account.

Changing the Account NicknameAccess the Change Account Nickname page.


Working with Customer Accounts Chapter 10

Change Account Nickname page

Changing the Account AddressThe self-service user or FSI employee can change the address on selected accounts.

Page Used to Change the Account AddressPage Name Object Name Navigation Usage

Change Account Address RBF_ACT_ADR_SS,RBF_ACT_ADR

Customer Account, ChangeAccount Address

Use this page to changethe address on selectedaccounts.

Changing the Account AddressAccess the Account Address page.


Chapter 10 Working with Customer Accounts

Change Account Address page

Effective Date Enter the date on which this information is effective.

Address 1, Address 2,and Address 3

Enter an address that is specific to one or more of the accountsshown at the bottom of the page. All communication concerning thisaccount will be sent to this address. Each account can have a differentaddress or they can all use the same address.

Submit Address Change Click to submit the address change. The system will returna confirmation number.

Select All Select if you want the address to apply to all the accounts listed on the page.

Account ListSelect the check box beside each account that will use the address at the top of thepage. At least one account must be selected.



Modifying the AccountPeopleSoft CRM for Financial Services is delivered with the following account modification functionality:

• Account fee.

• Account relationships.

• Credit card parameters.

• Currency.

• Product.

• Status.

• TIN type and number.

Each account modification request creates an issue with the type of Modify Account. A businessproject is instantiated and associated with the issue. The agent works through the phases and tasksin the business project and can close the issue after the business project is closed. At the end of thebusiness project a message is published to the legacy system informing the changes requested. Afterthe legacy system completes the modification request on their end, then send a new and separateaccount creation message to reflect the changes in the CRM system.



Pages Used to Modify the AccountPage Name Object Name Navigation Usage

Modify Account RBF_MODIF_ACCT Customer Accounts, ModifyAccount

The FSI employee uses thispage to make changes tothe account fee, accountrelationships, credit cardparameters, base currency,insurance policy paymentterms, product, status, andTIN type and number.

Modify Account −AccountFee

RBF_MODIF_ACCT On theModify Accountpage, select the modificationtype of Account Fee.

Use this page to change theaccount fee on a specificaccount for a particular typeof transaction.

Modify Account −AccountRelationships

RBF_MODIF_ACCT On theModify Accountpage, select the modificationtype of AccountRelationships.

Use this page to change therelationship on an account.

Modify Account − CreditCard Parameters

RBF_MODIF_ACCT On theModify Accountpage, select the modificationtype of Credit CardParameters.

Use this page to change thelimits on a credit card.

Modify Account - Currency RBF_MODIF_ACCT On theModify Accountpage, select the modificationtype of Currency.

Use this page to change thebase currency on an account.

Modify Account - Product RBF_MODIF_ACCT On theModify Accountpage, select the modificationtype of Product.

Use this page to replace thecurrent account . productwith a new product.

Modify Account - Status RBF_MODIF_ACCT On theModify Accountpage, select the modificationtype of Status.

Use this page to change thestatus of the account.

Modify Account − TIN Typeand Number

RBF_MODIF_ACCT On theModify Accountpage, select the modificationtype of TIN Type andNumber.

Use this page to change theTIN type or number.

Reverse Account Fees RBF_FEE_REVERSAL On the 360–Degree Viewpage, select ReverseTransaction Fee on the GoTo drop down. Click Go .

Use this page to reversetransaction fees that havebeen charged and paid.

Modifying the Account FeeAccess the Modify Account — Account Fee page.



Modify Account − Account Fee view

Transaction Type Select the type of transaction to be modified.

Account Fee Enter the new account fee.

Modifying the Account RelationshipsAccess the Modify Account — Account Relationships page.

Modify Account − Account Relationships view

Action Select Add or Delete to change the account relationship.

Customer Select the name of the customer to be added to or deleted from the relationship.

Relationship Type Select the type of relationship that is being modified. Relationship typesare established in the customer data model component.

Modifying the Credit Card ParametersAccess the Modify Account — Credit Card Parameters page.



Modify Account- Credit Card Parameters view

Total Limit Enter the new total chargeable limit on the credit card.

Cash Advance Limit Enter the new total cash advance limit available on the credit card.

Modifying the CurrencyAccess the Modify Account — Currency page.

Modify Account − Currency view

Currency Code Enter the new base currency code for the account. Each accountmust be changed independently.

Modifying the ProductAccess the Modify Account — Product page.



Modify Account − Product view

Replacement Product Select a replacement product for the current account. Options of thereplacement product default from the Product relationship component.

Modifying the StatusAccess the Modify Account — Status page.

Modify Account − Status view

Status Select the status of the account. Delivered values are Closed, Hold,Inactive, Open, Pending Close, and Pending Open.

Modifying the TIN Type and NumberAccess the Modify Account — TIN Type and Number page.



Modify Account - TIN Type and Number view

TIN Type Select the new TIN type.

Tax ID Enter the new Tax ID.

Reason Code Select a reason code for the change.

Reason Enter a reason for the change.

Reversing Transaction FeesAccess the Reverse Transaction Fee page.

Reverse Transaction Fee page

The agent can use the Reverse Transaction Fee page to reverse out fees that have already beencharged and paid. All fields on this page are required.

Managing ATM Card DetailsThe ATM Card Details pages enable the FSI employee to manage activities on existing ATM cards.



Pages Used to Manage ATM CardsPage Name Object Name Navigation Usage

ATMCard Detail RBF_ATM_CARD Customer Accounts, ATMCard Detail

Use this page to view andmanage the details of ATMcards.

Replace Card RBF_ATM_RPL_SEC Click the Replace Cardbutton on the ATMCardDetail page.

Use this page to replace anexisting ATM card.

Suspend Card RBF_ATM_SSP_SEC Click the Suspend Cardbutton on the ATMCardDetail page.

Use this page to suspend anexisting ATM card.

Cancel Card RBF_ATM_CNC_SEC Click the Cancel Cardbutton on the ATMCardDetail page.

Use this page to cancel anexisting ATM card.

Re-activate Card RBF_ATM_ACT_SEC Click the Re-activate Cardbutton on the ATMCardDetail page.

Use this page to re-activatean ATM card that has beencanceled. The button will begrayed out if the card has notbeen canceled.

Change Linked Accounts RBF_ATM_LNK_SEC Click the Change LinkedAccounts button on the ATMCard Detail page.

Use this page to change theaccounts linked to theATM card.

Enable/Disable Features RBF_ATM_FTR_SEC Click the Enable/DisableFeatures button on the ATMCard Detail page.

Use this page to enable ordisable ATM card features.

Change Limits RBF_ATM_LIM_SEC Click the Change Limitsbutton on the ATMCardDetail page.

Use this page to changeATM card limits.

Change Card Type RBF_ATM_TYP_SEC Click the Change Card Typebutton on the ATMCardDetail page.

Use this page to changeATM card types.

Managing ATM CardsAccess the ATM Card Detail page.



Customer Account − ATM Card Detail page

The fields under ATM Card Details display general information about the ATM card.

ATM Card Number The number assigned to the ATM card.

Status The current status of the ATM card.

ATM Card Type The type of ATM card.

Customer The customer name as it appears on the card.

Debit Card Type This field displays a value if the Card Type is Debit.

Contact Name The contact name as it appears on the card.

Product SetID The SetID that the product is associated with.

Product The product name for the ATM card.

Limit Currency The currency code used to express the POS limit.

Cash Withdrawal Limit The limit for cash withdrawals using the ATM card.

The fields under Card Features display the features selected for the ATM card.

Cash Withdrawal Indicates that the ATM card can be used for cash withdrawals.



Point of Sale Indicates that the ATM card can be used for point of sale transactions.

Bill Pay Indicates that the ATM card can be used to pay bills.

The fields under Linked Accounts allow you to view accounts linked to the ATM card.

Linked Display-only field indicating if the card is linked to the account.

Account The account currently linked to the ATM card.

Primary Display-only field to indicate if the account is the primary account for the card.

Limit Currency This field displays the POS limit currency for the given account.

Replacing the ATM CardAccess the Replace ATM Card page.

Customer Account − Replace ATM Card page

Reason for Replacement Select the reason for replacing the ATM card.

The fields under Delivery Information enable the user to specify pick up or shippingdetails for the ATM replacement card.

Suspending an ATM CardAccess the Suspend ATM Card page.



Customer Account − Suspend ATM Card page

Reason for Suspension Select the reason for suspending the ATM card. Delivered valuesare Account Suspended and Stolen.

Canceling an ATM CardAccess the Cancel ATM Card page.

Customer Account − Cancel ATM Card page

Reason for Cancellation Select the reason for canceling the ATM card. Delivered values areAccount Closed, Don’t Need, Lost, or Stolen.

Changing Linked AccountsAccess the Link Card to Account(s) page.

Customer Account − Link Card to Account(s) page

Select Check to select the account to link to the card.

Description The type and number of the account.

Primary Check if this is the primary account linked with the card.

Limit Currency Select the currency code for the POS limits.

Transaction POS Limit Enter the limit for point of sale transactions.

Daily POS Limit Enter the daily limit for point of sale transactions.



Enabling or Disabling Card FeaturesAccess the Enable/Disable Card Features page.

Customer Account − Enable/Disable Card Features page

Card Features Select or deselect features to enable or disable them on the ATM card.

Changing LimitsAccess the Change Card Limits page.

Customer Account − Change Card Limits page

Limit Currency Select the code for the currency limit.

Cash Withdrawal Limit Enter the limit for cash withdrawals using the ATM card.

Changing Card TypeAccess the Change Card Type page.



Customer Account − Change Card Type page

ATM Card Type Select the type of ATM card.

Debit Card Type This field is available if the card is a debit card.

Segment The system displays the customer’s marketing segment.

Old Product The system displays the old ATM card type.

New Product Enter the new product. The system will display products that have beendesignated as replacements for the card type.

Issuing an ATM CardAn FSI employee can view and update current ATM cards and issue new cards for the customer.

Pages Used to Issue an ATM CardPage Name Object Name Navigation Usage

Issue ATMCard RBF_ATM_CUST_CARDS Customer Accounts, IssueATMCard

Use this page to view andupdate the customer’sATM cards.

Issue NewATMCard RBF_ATM_ISS Click the Issue New ATMCard button on the IssueATMCard page.

Use this page to enter theinformation to issue a newATM card.

Viewing an ATM Card SummaryAccess the Issue ATM Card summary page.



Customer Account − Issue ATM Card Summary page

The system displays the ATM cards that have been associated with the consumer. Click the transfer hyperlinkon the ATM card row to access the ATM Card component, where you can view and update the ATM card record.

Issuing a New ATM CardAccess the Issue ATM Card page.



Customer Account − Issue ATM Card page

Viewing Financial Account InformationEach financial account is displayed on three pages. The Financial Contract Header is common for allaccount types and includes those database attributes that are common to all account types. The followingsections discuss the Financial Account header, the page sections that are specific to account types and theAccount Relations, and Account Fees pages. Financial account information is read only to the CRM system.Administrators can search on the accounts using the PeopleTools standard search mechanism.

Note. Each time an agent accesses an account must be recorded for security reasons thereforean agent can view an account only through 360 degree view page



Pages Used to View Financial Account InformationPage Name Object Name Navigation Usage

Financial Account Header RBF_FIN_ACCOUNT Customer Account, ReviewFinancial Account, FinancialAccount Header

Details are available ongeneral account information,account relationships,ATM cards, terms andconditions, fees, and addresshistory. The user can viewtransactions and billpayment history.

Account Relationships RBF_ACCT_RELATIONS Customer Account, ReviewFinancial Account, AccountRelationships

Use this page to view allrelationships associatedwith the account.

ATMCards RBF_ACCT_ATM_CARDS Customer Account, ReviewFinancial Account, ATMCards

Use this page to view allATM cards associated withthe account.

Terms and Conditions RBF_ACCT_ATTR Customer Account, ReviewFinancial Account, Termsand Conditions

Use this page to view theterms and conditionsassociated with the account.

Account Fees RBF_FINACCT_FEES Customer Account, ReviewFinancial Account, AccountFees

Use this page to view allaccount fees associated withthe account.

Account Address History RBF_ACTADR_HIST Customer Account, ReviewFinancial Account, AddressHistory

Use this page to view theaddress history associatedwith the account.

Viewing Financial Account InformationAccess the Financial Account Header page.



Financial Account Header page

Name The name of the account owner or primary name defined for the account.

Description The description of the account.

Account Number The account number matches the account number in the legacyadministrative system.

Account Type The type of account. Valid values are Checking, Savings, Credit,Insurance, or Investment.

Registration Type The account registration type.

Under Personal accounts, the valid values are: Individual, Joint withrights of survivorship, Tenants in common, Community property, Namedbeneficiary, Custodial account for minor, or Trust.

Under Business accounts, the valid values are Corporation,Partnership, or LLC.

Registration Name The name given to the account by the bank when registering the account.

New Nickname The nickname given to the account by the owner.



Address The official financial account address.

Last Refresh The date and time that this record was last refreshed by the legacy system.

Bill Pay Enabled If this field is checked it indicates that the account can be used to Pay Bills,Order Cashier Checks, Order Traveler‘s Checks and Order Foreign Currency.

Status The current status of the account. Valid values are Open, Closed,Inactive, Pending Open, Pending Closed, or Hold.

Begin Date The date the account was opened.

End Date The date the account was closed, if applicable.

Last Statement Date The date the most recent statement was calculated and issued.

Tax Ident Number Type The Taxpayer Identification Type. Valid values are SSN, EIN, or ITIN.

Tax ID The taxpayer Identification number of the account holder.

Currency Code The code of the currency the account is held in.

Checking Account ViewAccess Checking Account information on the Financial Account Header page.

Checking Account details

Checking Type The checking account type. Valid values are:Regular, Interest Bearing,Private Banking, Business, Student, or ATM Checking.

Account Balance The available balance for the account showing funds available for withdrawal.

Average Balance The average balance over the most recent accounting period.

Interest Rate The interest rate if the account pays interest on funds on deposit.

Last Deposit Amount The amount of the last deposit.

Last Deposit Date The date of the last deposit.

Number of Overdrafts The number of overdrafts in the most recent accounting period.

Days in Overdraft The number of days that the account has been overdrawn inthe current accounting period.

Account Fees The fees charged to the account in the current accounting period.



Current Balance The current balance which includes deposits that have not yet been cleared.

Savings Account ViewAccess Savings Account information on the Financial Account Header page.

Savings Account details

Savings Account Type The savings account type. Valid values are: Regular/Money Market,Passbook, or Certificate of Deposit.

Account Balance The available balance for the account showing funds available for withdrawal.

Average Balance The average balance over the most recent accounting period.

Interest Rate The interest rate paid on funds on deposit.

Last Deposit Date The date of the last deposit.

Number of Overdrafts The number of overdrafts in the most recent accounting period.

Days in Overdraft The number of days that the account has been overdrawn inthe current accounting period.

Account Fees The fees charged to the account in the current accounting period.

Current Balance The current balance which includes deposits that have not yet been cleared.

Credit Account ViewAccess Credit Account information on the Financial Account Header page.

Credit Account details



Credit Account type The credit account type. Valid values are: Credit Card, Personal UnsecuredLoan, Auto Loan, Mortgage Loan, Home Equity Loan, or Small Business Loan.

Last Stmt Balance The outstanding balance when the last statement was calculated and issued.

Minimum Payment Due The minimum payment due as shown on the last statement.

Payment Due Date The payment due date.

Cash Advance The amount used as a cash advance.

Cash Advance Limit The cash advance limit available on a credit card.

Total Limit The total limit available on a credit card.

Last Payment Amount The amount of the last payment made on the account.

Last Payment Date The date the last payment was made on the account.

Number of Days Past Due The number of days that the account payment was past due inthe current accounting period.

Amount Past Due The amount of the past due payment in the current accounting period.

New Balance The current balance reflecting all charges and payments.

Insurance Account ViewAccess Insurance Account information on the Financial Account Header page.



Insurance Account details

Policy Type The type of insurance policy. Valid values are: Life, Health, Auto, Flood,Earthquake, Boat, Homeowners, Title, Crop, or Renter’s.

Policy Name The name of the policy.

Policy Status The current status of the policy.

Policy Version A number or other identifier used by the company to identifythis version of the policy.

Insured Name The name of the person insured by the policy. The customer may not be theinsured person, but may be a beneficiary or a contact of the insured.

Agent Name The name of the agent responsible for the policy.

State The state where the policy was issued.

Premium Amount The premium amount.

Payment Terms The terms of payment, like Monthly, Annually etc.

Carrier Name The name of the carrier.



Payor Name The person or entity responsible for payment of premiums on the policy.

Product Code The product code, if applicable.

Line of Business Code A code identifying the line of business classification.

NAIC Code An industry code uniquely identifying an organization chartered understate or provincial laws to act as an insurer.

Line of Business Subcode Line of Business subcode, if applicable.

The fields under Policy Information provide more detailed information about the policy.

Current Term Amount The total gross amount for the current term, including premiums, plus taxes,fees, discounts, and surcharges. When a policy is issued for its normal term,the Current Term Amount = Full Term Amount at inception.

Contract Term Duration Duration of the contract expressed in units.

Bill Account Number The account number to be used for billing purposed. This is thebilling number assigned by the billing entity.

Contract Term EffectiveDate

The period for the contract, policy, or binder.

Billing Method Code A code identifying whether the policy is to be direct (company)billed or agency billed.

Contract Term Expiry Date The expiry date for the contract, policy, or binder.

Group ID For a policy written as part of group or association business, this isthe identifier for the group or association.

Customer Servicing Code A code identifying who services customer calls for the associated policy.

Signed Date The date that the application was signed.

Original Inception Date The date that the insured was first issued a policy by the insurer.

Language Code A code indicating the language in which the policy was written.

Mailing ResponsibilityCode

A code identifying the organization responsible for mailing the policyand any related materials to the insured.

Payor Code A code identifying the entity paying for the policy.

Rate Effective Date The effective date of the rate.

Signed by Code A code identifying or certifying that the application, endorsement,or other documentation that requires a signature has been signed andthat the agent has the signed documents.

Other Insurance CompanyCode

A code indicating if the insured is known to have other insurance policieswith the company that is the insurer on this policy.

Renewal Payor Code A code identifying the person or entity paying for the renewal policy.



Renewal Billing MethodCode

A code indicating whether the renewed policy is to be direct(company) billed or agency billed.

Renewal Term Duration Identifies the term of the renewal policy.

Renewal Term EffectiveDateand Renewal TermExpiration Date

Indicates the beginning and ending dates for the renewal policy.

Total Paid Loss Amount The total amount paid for the losses incurred during the period definedin the Number of Years Loss Info field.

Number of Years Loss Info The number of years of loss information required by the insurer.

Total Number of Losses The total number of losses which occurred for the past number of yearsas specified in the Number of Years Loss Info field.

Investment Account ViewAccess Investment Account information on the Financial Account Header page.

Investment Account details

Investment Account Type The investment account type. Valid values are: Brokerage,Margin, Securities Custody, Investment Management, Trust, 401(k),Option Account, ESPP, or IRA.

Market Value The current market value of all the investments in the account.

The fields under Investments display information about each holding in the investment account.

CUSIP A number which uniquely identifies a given security. For example, the CUSIPnumber for Microsoft common stock is 594918104. CUSIP is an acronymfor the Committee on Uniform Securities and Identification Procedures,the standards body that created and maintains the classification system.Foreign securities have a similar number, called the CINS number.

Acquired Date The date the investment was acquired.

Symbol The stock symbol for the security.

Security Name The name of the security.

Quantity The number of investment units held.

Current Value The current value of the investment.




CHAPTER 11

Working with Self-Service Transactions inPeopleSoft CRM for Financial Services

This chapter provides an overview of self-service financial transactions and discusses how self-service users:

• Work with Customer Care transactions.

• Administer accounts.

• Work with Order Capture.

• Perform banking transactions.

• Search for locations.

• Manage user profile information.

• Select the customer for the transaction.

Understanding Self-Service Transactions in PeopleSoftCRM for Financial Services

PeopleSoft CRM for Financial Services enables you to deploy self-service administrative and financialtransactions for your customers. These transactions provide access to personal account informationand employ a simple interface that is suited to the casual, untrained user.

This section discusses:

• Self-service view.

• Self-service data access.

• Confirmation pages.

Self-Service ViewThe customer self-service view enables the user to view:

• My Accounts.

A listing of all accounts held by the user, displaying the balance, currency, and adate-time stamp for the balance information.

• My Issues.

A listing of all outstanding issues, displaying the type, date created, a summary, and the status.


Working with Self-Service Transactions in PeopleSoft CRM for Financial Services Chapter 11

• My Information.

A display of the user’s name, address, phone and email.

• Menu.

Displays a listing of available transactions that the customer can access.

The self-service menu enables the following transactions:

Menu Item Description

Customer Care Customer Care enables the user to create a new issue,search issues, search solutions, search Frequently AskedQuestions, and view the troubleshooting guide.

Account Administration Account Administration enables the user to change theaccount address or the account nickname.

Browse Catalog Browse Catalog enables the user to view informationabout product offerings and apply for product online.

Banking Transactions Banking Transactions enables the user to set up automaticfunds transfer, initiate one-time funds transfer, reordercheckbook, stop check payment, pay bills, order copiesof checks or account statements, order foreign currency,order cashier’s checks, and order traveler’s checks.

Search for Locations Search for Locations enables the user to search forservice locations using specific search criteria.

Profile Profile enables the user to change the user name,password, default address, phone number, or email, andto view and maintain an address book.

Customer Selection Customer Selection enables the user to select the role forthe transaction.

Contact Us Contact Us enables the user to create an email thatwill be directed to the appropriate area in the financialinstitution.


Chapter 11 Working with Self-Service Transactions in PeopleSoft CRM for Financial Services

See AlsoPeopleSoft 8.8 CRM Application Fundamentals PeopleBook, “Setting Up Customer Self-Service”

PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, “Working withCustomer Self-Service Transactions”

PeopleSoft 8.8 CRM Call Center Applications PeopleBook, “Configuring Self-Service”

PeopleSoft 8.8 CRM Call Center Applications PeopleBook, “Working with Self-Service Transactions”

Self-Service Data AccessThe customer view displays all data applicable to the customer in all roles.

Before the user can perform financial transactions, they have to select the role they are using for thetransaction. Only data and processes applicable to that role will be available.

Pages are available to FSI employees through the 360-Degree View.

Confirmation PagesWhen self-service users perform transactions, the system provides a two-step confirmationto assure the user that the transaction was successful.

The user is asked to confirm the request. This provides the opportunity to view the request and to makechanges if required. At this point, the transaction can be canceled and no changes will take place.

User Confirmation page

When the user confirms the transaction, the system displays a transactionconfirmation with a confirmation number.



Transaction Confirmation page

PrerequisitesSelf-service functionality in PeopleSoft CRM for Financial Services is based on core functionalityfor case and order capture. Detailed information on setting up and managing self-serviceis available in the following PeopleBook chapters:


Setting Up Customer Self-Service • Define guest IDs.

• Set up user registration features.

• Set up Contact Us features.

See PeopleSoft 8.8 CRM ApplicationFundamentals PeopleBook, “SettingUp Customer Self-Service”.

Working with CustomerSelf-Service

• Sign in to PeopleSoft self-service.

• Register as a personal user.

• Maintain name and sign ininformation.

• Maintain a customer’s contact andaddress information.

• Maintain a customer’s addressbook.

• View internal contacts.

• Send messages.

See PeopleSoft 8.8 CRM ApplicationFundamentals PeopleBook,“Working with CustomerSelf-Service Transactions”.




Configuring Self-Service • Hide specific fields in self-serviceIssue components.

• Configure “Contact Me…”notifications.

• Associate solutions with reasonsthat self-service users provide forclosing Issues.

• Update descriptions of thepredefined searches that areused by the users of self-servicecomponents.

• Set up FAQs and troubleshootingguides.

See PeopleSoft 8.8 CRMCallCenter Applications PeopleBook,“Configuring Self-Service”.

Working with Self-ServiceTransactions

• Create a case.

• Manage existing cases.

• Search for solutions.

• Use FAQs and troubleshootingguides.

See PeopleSoft 8.8 CRMCallCenter Applications PeopleBook,“Self-Service”.

Order Capture Self-Service • Select products.

• Use the shopping cart.

• Manage checkout.

• View order or quote status

See PeopleSoft 8.8 CRMCollaborative Selling PeopleBook,“PeopleSoft Order Capture SelfService”.

Working With Customer Care TransactionsThis section discusses how users work with Customer Care self-service transactions inPeopleSoft CRM for Financial Services.



Pages Used to Work With Customer Care TransactionsPage Name Object Name Navigation Usage

Customer Care RBF_MNU_CARE Customer Care The Customer Care menuenables the self-service userto access Issue functionality.

Create Issue RCFCASE_SW_SS_RPT On the Customer Care page,click the Create a NewIssue link.

Users can create new issuesto file complaints, requestinformation, and so on.

Search Issues RCFCASE_SW_SS_SRCH On the Customer Care page,click the Search Issues link.

Users can search for issuesthey have created, viewissue information, view acomplete description of theproblem, and view solutionsassociated with the issue.Users can resume productapplications that have beensaved for later.

Search Solutions RC_SOLNSRCH_SW_SS On the Customer Carepage, click the SearchSolutions link.

Users can search forsolutions to issues.

FAQ (Frequently AskedQuestions)

RBT_FAQ_PG_SS On the Customer Care page,click the FAQ link.

Self-service users can searchfrequently asked questionsfor a topic.

Troubleshooting Guide RBT_TGUIDE_SS On the Customer Care page,click the TroubleshootingGuide link.

Users can access thetroubleshooting guide forsolutions.

Accessing Customer Care TransactionsAccess the Customer Care page.

Customer Care page



Users click the links to access Customer Care self-service transactions.

Creating IssuesAccess the Create Issue page.

Create Issue page

Business Unit The business unit is determined based on the customer selectionfor the transaction.

Issue Type Select the Issue Type for the issue. The page changes dynamicallydepending on the Issue Type selection. Delivered values are Complaint,Document Pick-up/Drop-off, , Fulfillment Request, InformationRequest, and Service Request. Values are defined in Set Up CRM,Product Related, Call Center, Case Type.

Customer Reference This field allows the user to enter a personally-defined reference for the issue.

Priority When you define priorities, you decide if the priority will be displayedin self-service. You can enter a self-service description that maps toan internal description. In the exhibit above, the priority Standardmaps to and internal priority of Low. You define priorities in Set UpCRM, Product Related, Call Center, Priority.

Summary Summary is a required field. The summary is displayed in the Issues grid.



Details The self-service user can enter additional details about the issue. If noinformation is entered, the Summary defaults into this field.

Self-service users can attach a file to the issue.

Users click the Submit button to submit the issue. The systemreturns a confirmation that the issue was successfully submittedand displays the issue number.

Users click the Submit and Search Solutions button to submit theissue and view possible solutions.

Searching for IssuesAccess the Search Issues page.

Search Issues page

Users can search for existing issues based on predefined criteria or an advanced search.

SeePeopleSoft 8.8 CRMCall Center Applications PeopleBook, “Managing Cases,” Understanding Case Access.



Searching for SolutionsSee PeopleSoft 8.8 CRM Call Center Applications PeopleBook, “Resolving Cases,” UnderstandingCase Resolution and PeopleSoft 8.8 CRM Call Center Applications PeopleBook, “Workingwith Self-Service Transactions,” Searching for Solutions.

Viewing Frequently Asked QuestionsSee PeopleSoft 8.8 CRM Call Center Applications PeopleBook, “Working with Self-ServiceTransactions,” Accessing Frequently Asked Questions.

Viewing Troubleshooting GuidesSee PeopleSoft 8.8 CRM Call Center Applications PeopleBook, “Working with Self-ServiceTransactions,” Selecting and Running Troubleshooting Guides.

Administering AccountsThis section discusses how the self-service user can change the account address and account nickname.

Pages Used to Administer AccountsPage Name Object Name Navigation Usage

Account Administration RBF_MNU_ACCT Account Administration Select a self-servicetransaction.

Change Account Address RBF_ACT_ADR_SS Click the Change AccountAddress link on the AccountAdministration page.

Self-service users canchange the address foraccounts.

Change Account Nickname RBF_ACCT_NICK_SS Click the Change AccountNickname link on theAccount Administrationpage.

Self-service users canchange the nickname foraccounts.

Accessing Account Administration TransactionsAccess the Account Administration page.



Account Administration Self-Service page

Changing Account AddressesAccess the Change Account Address page.



Change Account Address page

Changing Account NicknamesAccess the Change Account Nickname page.



Change Account Nickname page

Working With Order CapturePeopleSoft CRM for Financial Services provides order capture functionality for the self-service user. Theuser can view product catalogs, compare products, order product, and track the status of orders. Ordercapture functionality is based on the core PeopleSoft Order Capture self-service functionality.

Note. The pages shown in this section are examples. You will define your catalogsand applications to meet your business needs.

See AlsoPeopleSoft 8.8 CRM Collaborative Selling PeopleBook, “Using Order Capture Self Service”



Pages Used to Order ProductPage Name Object Name Navigation Usage

Browse the Catalog RB_CATALOG Click the Browse Cataloglink on the Main Menu.

The system displays allcatalogs available to theself-service user.

Product Display RB_CATALOG Click a product catalog linkon the Browse the Catalogpage.

The system displays theproducts available in thecatalog.

Product Comparison RB_CATALOG Select up to three products onthe Product Display page.

The system displays theselected products in aside-by-side comparison.

Product Details RB_CATALOG Click the Product name onthe Catalog page.

Users can view the details,terms and conditions for theproduct.

Product Application RBF_APPLY_SA_PG Click the Purchase thisProduct link on the ProductComparison page.

Click the product name onthe Product Comparisonpage.

Application CFG_HTML_SEC Click the Apply for theProduct button on theProduct Application page.

The system displays theapplication that has beenassociated with the selectedproduct.

Browsing the CatalogAccess the Browse the Catalog page.

Browse the Catalog page

The system displays all the catalogs available to the self-service user.



Viewing ProductsAccess the Catalog page.

Catalog Compare page

Users can click the product name links to view product details. They can choose up to three products to viewon the compare pad. Users can click the Product Advisor link to obtain assistance in product selection.

See PeopleSoft 8.8 CRM Advisor PeopleBook, “Getting Started With PeopleSoft Advisor”;PeopleSoft 8.8 CRM Advisor PeopleBook, “Setting Up Advisor Dialogs” and PeopleSoft 8.8CRM Advisor PeopleBook, “Using PeopleSoft Advisor”.

Comparing ProductsAccess the Product Comparison page.



Product Comparison page

Users can view a side-by-side comparison of up to three products selected on the catalog pages.

Viewing Product DetailsAccess the Product Details page.



Product Details page

Applying for a ProductYou associate application types with products. You can use a branch script, the configurator,an online application form, or link to a URL. The applications shown in the exhibits below areexamples. You’ll set up applications to meet your business needs.

Access the Application page.



Product Application — Branch Script page



Product Application — Application Form page

Performing Banking TransactionsThis section discusses how customers perform banking transactions.



Pages Used to Perform Banking TransactionsPage Name Object Name Navigation Usage

Banking Transactions RBF_MNU_BANK Banking Transactions Select a self-service bankingtransaction.

Automatic Funds Transfer RBF_AFND_TR_SS Click the Automatic FundsTransfer link on the BankingTransactions page.

Self-service users use thispage to perform a recurringtransfer of funds from oneaccount to another. Thecurrency will be that of thesending (From) account.

Transfer Funds RBF_TRN_FND_SS Click the Transfer Funds linkon the Banking Transactionspage.

Self-service users use thispage to perform a one-timetransfer of funds from oneaccount to another. Thecurrency will be that of thesending (from) account.

Reorder Checkbook RBF_REO_CHK_SS Click the ReorderCheckbook link on theBanking Transactions page.

Self-service users use thispage to order new checks.

Stop Check Payment RBF_STP_PAY_SS Click the Stop CheckPayment link on the BankingTransactions page.

Self-service users use thispage to stop payment on aspecific check.

Bill Payment RBF_PAYEE_DISP_SS Click the Bill Payment linkon the Banking Transactionspage.

Self-service users use thispage to pay bills.

Order Copy of Check RBF_ORD_CHK_SS Click the Order Copy ofCheck link on the BankingTransactions page.

Self-service users use thispage to order a copy of acheck that has been issued.

Order Copy of Statement RBF_ORD_DOC_SS Click the Order Copy ofStatement link on theBanking Transactions page.

Self-service users use thispage to order a copy of theaccount statement.

Order Foreign Currency RBF_ORD_FCUR_SS Click the Order ForeignCurrency link on the BankingTransactions page.

Self-service users usethis page to order foreigncurrency.

Order Cashier’s Check RBF_ORD_CCHK_SS Click the Order Cashier’sCheck link on the BankingTransactions page.

Self-service users use thispage to order cashier’schecks.

Order Traveler’s Checks RBF_ORD_TCHK_SS Click the Order Traveler’sChecks link on the BankingTransactions page.

Self-service users use thispage to order traveler’schecks.

Accessing Banking TransactionsAccess the Banking Transactions page.



Banking Transactions Self-Service page

Setting Up Automatic Funds TransferAccess the Automatic Funds Transfer page.



Automatic Funds Transfer page

Transfer From Accountand Transfer to Account

Select from the drop-down list box that displays available accounts.

Transfer Amount Indicate the amount to be transferred. The currency will be thatof the sending (From) account.

Monthly Select if the transfer is to be performed once a month. Indicate the dayof the month on which the transfer should occur.

Weekly Select if the transfer is to be performed once a week. Select the dayof the week on which the transfer should occur.

Daily Select if the transfer is to be performed daily.

Transfer Start Date andTransfer End Date

Indicate the start and end dates for this transaction.

Submit Automatic FundTransfer Request

Click to submit the request for automatic fund transfer. The systemwill return a confirmation number and will indicate any servicefees related to this transaction.

Setting Up a One-Time Funds TransferAccess the Transfer Funds page.



Transfer Funds page

From Account Number andTo Account Number

Select from the drop-down list box that displays available accounts.

Transfer Amount Indicate the amount to be transferred. The currency will be thatof the sending (from) account.

Submit Fund TransferRequest

Click to submit the request for fund transfer. The system willreturn a confirmation number and will indicate any service feesrelated to this transaction.

Reordering a CheckbookAccess the Reorder Checkbook page.

Reorder Checkbook page

Account Number Select the account number from the drop-down list box thatdisplays authorized accounts.

Starting Check Number Indicate the starting number for the set of checks.



Submit Reorder Click to submit the reorder request. The system will return a confirmationnumber and will indicate any service fees related to this transaction.

Stopping Payment on a CheckAccess the Stop Payment page.

Stop Check Payment page


Check Number Enter the number of the check.

Check Amount Enter the exact amount of the check. This value will be verifiedin the legacy system.

Submit Stop Payment Click to submit the stop payment. The system will return a confirmationnumber and will indicate any service fees related to this transaction.

Paying BillsAccess the Bill Payment page.

Pay Bills page



Bill Payee Setup page

Payee Name The system displays all payees that have been added by the user.

Edit Payee Self-service users can edit each payee in the grid by clickingEdit Payee in the row.

Delete Click Delete to delete the payee.

Pay Bill Click the icon to go to the Pay Bills page. Self-service users can enter accountinformation, frequency information, and submit bill payments.

Add New Payee Click the Add New Payee button to go to Bill Payee Setup page. Self-serviceusers payee information and address information.

Ordering a Copy of a CheckAccess Order Copy of Check page.



Order Copy of Check page


Check Number Enter the number of the check.

Check Amount Enter the exact amount of the check. This value will be verifiedin the legacy system.

Posted Date Enter the date on which the check was issued.

Submit Order Click to submit the order for the check. The system will return a confirmationnumber and will indicate any service fees related to this transaction.

Ordering a Copy of a StatementAccess the Order Copy of Statement page.

Order Copy of Statement page


Statement Date Select the date of the statement.



Submit Order Click to submit the order for the statement. The system willreturn a confirmation number and will indicate any service feesrelated to this transaction.

Ordering Foreign CurrencyAccess the Order Foreign Currency page.

Order Foreign Currency page

Account Enter the account that funds will be withdrawn from.

Currency Self-service users select the code for the currency they wish to purchase.

Amount Self-service users enter the amount they wish to exchange. The amountis entered in the currency of the account.

The fields under Enter Delivery Information enable self-service users to define delivery instructions.

Shipped to Customer Self-service users select if they want the product shipped to them.

Shipped via Self-service users select from available shipping options.

Picked up by Customer Self-service users select if they want to pick up the product personally.

Location Self-service users select a location for pick up.

Ordering Cashier’s ChecksAccess the Order Cashier’s Check page.



Order Cashier’s Check page

Account Self-service users select the account to be used for the transaction.

Amount Enter the amount of the check.

Date Enter the date of the check.

Payee Name Enter the payee name. This field is required since all cashier’schecks must have a payee name.






Ordering Traveler’s ChecksAccess the Order Traveler’s Checks page.



Order Traveler’s Checks page

Account Select the account that will be used to pay for the checks.

Check Type Select the brand of traveler’s checks.

Currency Code The currency code defaults from the selected account.

The fields under Denomination define how the packs of traveler’s checks are structured.

Denomination The system displays the denominations that are available forthe selected brand of checks.

Pack of Traveler’s checks are sold in packs. The system displays thenumber of checks in a pack.

Cost Per Pack The system displays the cost per pack of checks.

Quantity Self-service users enter the number of packs they wish to order.








Searching for LocationsSelf service users can search for locations where specific products or services are available.

Page Used to Search for LocationsPage Name Object Name Navigation Usage

Search for Location RBF_SITE_SRCH_SS Click the Search for Locationlink on the Main Menu.

Users can search forlocations offering specificproducts or services.

Searching for LocationsAccess the Search for Locations page.



Search for Location page

The grid displays all locations matching the selection criteria.

See AlsoChapter 6, “Setting Up Sites and Service Locations in PeopleSoft CRM for Financial Services,” page 71

Managing User Profile InformationThis section discusses how customers maintain personal information.



Pages Used to Manage User Profile InformationPage Name Object Name Navigation Usage

Profile RX_PROFILE Profile, Profile Select a self-servicetransaction.

Name and Sign In RX_NAME_SIGNIN Click the Name and Sign Inlink on the Profile menu

Self-service users canchange their name orpassword.

Default Addresses RX_PROFILE_DFLTS Click the Default Addresseslink on the Profile menu.

Self-service users canchange their default address,phone number or email.

Address Book RX_ADR_CONSUM_INFO Click the Address Book linkon the Profile menu.

Self-service users can create,delete, or edit addresses.

Internal Contacts WC_CONTACT_DIR Click the Internal Contactslink on the Profile menu.

Self-service users can create,delete, or edit internalcontacts.

Accessing User Profile InformationAccess the Profile page.

Profile Self-Service page

Selecting the CustomerBefore performing financial transactions, the user must select the appropriate role for the transaction.



Page Used to Select the CustomerPage Name Object Name Navigation Usage

Customer Selection CUST_SELECT Customer Selection Self-service users selectthe customer they arerepresenting for thetransaction.

Selecting the CustomerAccess the Customer Selection page.

Customer Selection page

The user must select the customer represented during the transaction.


CHAPTER 12

Managing Issues in PeopleSoft CRM forFinancial Services

This chapter provides an overview of issue and solution management in PeopleSoftCRM for Financial Services and discusses how to:

• Set up issue types and subtypes.

• Managing issues.

• Adding notes.

• Reviewing issue history.

• Working with related issues.

• Working with related objects.

• Identifying interested parties.

Understanding Issue and Solution Management inCRM for Financial Services

An issue is an outstanding item that requires resolution. Issues may be created and resolved by the businesscontact—customer, company, contact, partnership or alternate capacity— or a financial service employee.Issues can be created in any channel: the web (self-service), mail, phone or in person.

The issue and solution functionality in CRM for Financial Services is based on the case andsolution functionality found in the PeopleSoft Call Center application. Some functionalityhas been configured for financial services business needs.

PrerequisitesFollow the set up process for PeopleSoft CRM Support:

See PeopleSoft 8.8 CRM Call Center Applications PeopleBook, “Getting Started WithPeopleSoft CRM Call Center Applications”.

See PeopleSoft 8.8 CRM Call Center Applications PeopleBook, “Defining Call Center Business Units”.

See PeopleSoft 8.8 CRM Call Center Applications PeopleBook, “Setting Up Call Center Prompt Tables”.


Managing Issues in PeopleSoft CRM for Financial Services Chapter 12

Setting Up Issue Types and SubtypesYou must establish issue types and subtypes specific to your financial services requirements. When issuesare created with certain type and subtype combinations, a business project is instantiated and associatedwith the issue. You can view the associations in the Business Project Event Handler.

Page Used to Manage Issue Types and SubtypesPage Name Object Name Navigation Usage

Issue Types and Subtypes RBF_ISS_SUBTYPE Set Up CRM, ProductRelated, Financial Services,Issue Types and Subtypes

Use the Issue Types andSubtypes page to set upissues, subtypes andvisibility

Business Project EventHandler

RC_BPR_EVENTSET Set Up CRM, ProductRelated, Call Center, CallCenter Events, BusinessProject

View the Component EventModel events and theassociated business projects.

Setting Up Issue Types and SubtypesAccess the Issue Types and Subtypes page.

Issue Type and Subtypes page

Issue Types

Issue Type The type of issue.

Show Type in Self Service Select to have the issue type visible on the self-service page.

Default Issue Visibility Select the default for visibility for this issue. Valid valuesare External or Internal.


Chapter 12 Managing Issues in PeopleSoft CRM for Financial Services

Self-Service Description Enter the description that will be displayed on the self-service page.

Short Name Enter a short name for the issue type.

Long Description Enter the long description for the issue type.

Closed Issue Solution Enter the solution that indicates that the issue is closed.

Show Subtypes inSelf-Service

Select to display the subtypes on the self-service page.

Show Account # inSelf-Service

Select to display the account number on the self-service page.

Show Products inSelf-Service

Select to show the products on the self-service page.

Issue Subtypes

Subtype Enter the code for the subtype.

Short name Enter the short name for the subtype.

Self-Service Description Enter the description that will be displayed on the self-service page.

Long Description Enter the long description for the subtype.

Viewing Related Events and Business ProjectsAccess the Business Project Event Handler page.



Business Project Event Handler page

See AlsoPeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, “Using Business Projects”

PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, “Setting Up Business Projects”

Managing IssuesBased on the core Case component, the issue management functionality in PeopleSoft CRM forFinancial Services enables the Customer Service Representative to track customer requests andcomplaints, as well as support the incomplete application functionality.



Pages Used to Manage IssuesPage Name Object Name Navigation Usage

Issue RCFCASE_SW Support, Issue, Issue

Click the issue number in the360–Degree View search.

Click the issue descriptionin the Activities on the360–Degree View page.

Use the Issue page tomanage basic issueinformation, including callerinformation, probleminformation, entitlementinformation, assignmentinformation, and resolutioninformation.

Notes RC_CASE_NOTE Support, Issue, Notes Add notes and attachments.Issue History RC_ACTION_HIST Support, Issue, Issue History View the history of the issue.Related Issues RC_RELATIONSHIP Support, Issue, Related

IssuesView any issues related tothis issue.

Related Objects RC_ASSOCIATION Support, Issue, RelatedObjects

Relate new objects, such as abusiness project to the issue.

Interested Parties RC_INTEREST_PARTY Support, Issue, InterestedParties

View and update individualsor groups interested inthe issue.

Managing IssuesAccess the Issue page.

Issue page - Support (1 of 3)





Incomplete ApplicationAccess Problem Information type of Incomplete Application.



Issue page − Incomplete Application

Resume ProductApplication

Click this link to return to the product application form.

Associated Business Project Click this link to view the associated business project.

Add/Modify ATM CardAccess Problem Information type of Add/Modify ATM Card.

Issue page − Add/Modify ATM Card

Transaction Details Click this link to view the transaction details.

Associated Business Project Click this link to view the associated business project.

ComplaintAccess Problem Information type of Complaint.



Issue page- Complaint (1 of 2)

Issue page − Complaint (2 of 2)

Cause Select the cause or general category of the complaint from the dropdown list. In the Complaint exhibit, the cause or general category for amissing statement is an FSI service or transaction.

Cause Entity Select the entity that is linked to the complaint. In the Complaintexhibit the entity responsible for the monthly statements is theAdministration and Services area.

Received Via Select the communication method that the customer used to register complaint.

Submitted By Select the person who registered the complaint.

Claim Date and Currency Enter the date and currency of the claim, if applicable.

Paid Date and Currency Enter the date and currency of the payment, if applicable.

Claim Amount Enter the amount claimed by the customer.

Paid Amount Enter the amount paid to the customer.

Date of Letter/ DateReceived

Enter the date that the customer’s letter of complaint wassent and the date received.



Reason Closed Select the reason that the issue was closed.

Service Location Enter the name of the service location.

Ext. Due Date Enter the date that a solution is due.

Employee Enter the name of the employee who received the complaint.

Inform Contact ofResolution

Select if the business contact is to be informed of the resolution.

No Charge Select if there is no charge related to the complaint or resolution.

Inform Account Manager Check if the account manager should be informed about the complaint.

AcknowledgementRequired

Select if the business contact should be notified that thecomplaint has been received.

Detailed InformationAvailable

Select if detailed information is available.

Aftercare Required Select if follow-up is required with the business contact.

See AlsoPeopleSoft 8.8 CRM Call Center Applications PeopleBook, “Managing Cases”

PeopleSoft 8.8 CRM Call Center Applications PeopleBook, “Resolving Cases”

PeopleSoft 8.8 CRM Call Center Applications PeopleBook, “Working Cases”

Adding NotesThe ability to record notes and attach files to those notes is often essential for your work. Notesare the main way you track your issue research and communications. If you exchange files withthe caller, you need to associate those attachments with the issue.

See AlsoPeopleSoft 8.8 CRM Application Fundamentals PeopleBook, “Working With Notes”

Reviewing Issue HistoryThe Issue History page displays information about major events in the life of the issue, including a descriptionof the event and details of any field changes associated with the event. Your organization defines issuehistory events based on logical statements that may evaluate the value of a field. For example, theissue history may show changes to a field only when the field changes to or from a particular value.The issue history also keeps a record of all manual notifications sent from the issue.



See AlsoPeopleSoft 8.8 CRM Call Center Applications PeopleBook, “Working Cases”

PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, “Setting UpComponent Event Processing”

Working with Related IssuesIssues can be related to each other for numerous reasons. Your organization establishes validissue relationship types in the Relationship Type page. Each relationship is marked as hierarchicalor equivalent (non-hierarchical). Each issue in a relationship has a relationship label. If therelationship is hierarchical, there are separate labels for the parent issue and the child issue. Ifthe relationship is equivalent, there is only one valid label.

See AlsoPeopleSoft 8.8 CRM Call Center Applications PeopleBook, “Working Cases,” Working With Related Cases

Working with Related ObjectsYou can relate issues not only to other issues, but also to other types of objects. Collectively, the objectsthat can be related to issues are called related objects. You use the Related Objects page to create andaccess all related objects such as business projects or troubleshooting scripts.

See AlsoPeopleSoft 8.8 CRM Call Center Applications PeopleBook, “Working Cases,” Working With Related Objects

Identifying Interested PartiesThe main people associated with an issue are the people who are having the problem — the customer,or customer contact — and the agent to whom the issue is assigned. Additionally, there may be manyother people interested in the issue and its progress—agents who are working on this issue or a similarissue, a customer’s account manager and sales representative, and so on.

By adding people to the list of interested parties for the issue, you facilitate communication with these people.Whenever you send a notification from the issue, the Send Notification page includes a check box that youcan select to send the notification to the interested parties in addition to any other addressees.

You track interested parties on the Interested Parties page.

See AlsoPeopleSoft 8.8 CRM Call Center Applications PeopleBook, “Working Cases,” Identifying Interested Parties


Glossary of PeopleSoft Terms

absence entitlement This element defines rules for granting paid time off for valid absences, such as sicktime, vacation, and maternity leave. An absence entitlement element defines theentitlement amount, frequency, and entitlement period.

absence take This element defines the conditions that must be met before a payee is entitledto take paid time off.

account You use an account code to record and summarize financial transactions asexpenditures, revenues, assets, or liabilities balances. The use of this deliveredPeopleSoft ChartField is typically defined when you implement PeopleSoft GeneralLedger.

accounting class In PeopleSoft Enterprise Performance Management, the accounting class defines howa resource is treated for generally accepted accounting practices. The Inventoryclass indicates whether a resource becomes part of a balance sheet account, such asinventory or fixed assets, while the Non-inventory class indicates that the resource istreated as an expense of the period during which it occurs.

accounting date The accounting date indicates when a transaction is recognized, as opposed to the datethe transaction actually occurred. The accounting date and transaction date can be thesame. The accounting date determines the period in the general ledger to which thetransaction is to be posted. You can only select an accounting date that falls within anopen period in the ledger to which you are posting. The accounting date for an itemis normally the invoice date.

accounting entry A set of related debits and credits. An accounting entry is made up of multipleaccounting lines. In most PeopleSoft applications, accounting entries are alwaysbalanced (debits equal credits). Accounting entries are created to record accruals,payments, payment cancellations, manual closures, project activities in the generalledger, and so forth, depending on the application.

accounting split The accounting split method indicates how expenses are allocated or divided amongone or more sets of accounting ChartFields.

accumulator You use an accumulator to store cumulative values of defined items as they areprocessed. You can accumulate a single value over time or multiple values overtime. For example, an accumulator could consist of all voluntary deductions, or allcompany deductions, enabling you to accumulate amounts. It allows total flexibilityfor time periods and values accumulated.

action reason The reason an employee’s job or employment information is updated. The actionreason is entered in two parts: a personnel action, such as a promotion, termination, orchange from one pay group to another?and a reason for that action. Action reasonsare used by PeopleSoft Human Resources, PeopleSoft Benefits Administration,PeopleSoft Stock Administration, and the COBRAAdministration feature of theBase Benefits business process.

activity In PeopleSoft Enterprise LearningManagement, an instance of a catalog item deliverymethod?it may also be called a class. The activity defines such things as meeting timesand locations, instructors, reserved equipment and materials, and detailed costs thatare associated with the offering, enrollment limits and deadlines, and waitlistingcapacities.

allocation rule In PeopleSoft Enterprise IncentiveManagement, an expression within compensationplans that enables the system to assign transactions to nodes and participants. Duringtransaction allocation, the allocation engine traverses the compensation structure


Glossary

from the current node to the root node, checking each node for plans that containallocation rules.

alternate account A feature in PeopleSoft General Ledger that enables you to create a statutory chartof accounts and enter statutory account transactions at the detail transaction level, asrequired for recording and reporting by some national governments.

application agent An application agent is an online agent that is loaded into memory with a PeopleSoftpage. It detects when a business rule has been triggered and determines the appropriateaction.

asset class An asset group used for reporting purposes. It can be used in conjunction with the assetcategory to refine asset classification.

attachment In PeopleSoft Enterprise Learning Management, nonsystem-defined electronicmaterial that supplements a learning resource, such as an equipment item?s userhandbook or the site map of a large facility.

background process In PeopleSoft, background processes are executed through process-specific COBOLprograms and run outside theWindows environment.

benchmark job In PeopleSoft Workforce Analytics, a benchmark job is a job code for which there iscorresponding salary survey data from published, third-party sources.

branch A tree node that rolls up to nodes above it in the hierarchy, as defined in PeopleSoftTree Manager.

budgetary account only An account used by the system only and not by users; this type of account doesnot accept transactions. You can only budget with this account. Formerly called?system-maintained account.?

budget check In commitment control, the processing of source transactions against control budgetledgers, to see if they pass, fail, or pass with a warning.

budget control In commitment control, budget control ensures that commitments and expendituresdon’t exceed budgets. It enables you to track transactions against correspondingbudgets 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 ifthere are insufficient funds in the related budget to support it.

budget period The interval of time (such as 12 months or 4 quarters) into which a period is dividedfor budgetary and reporting purposes. The ChartField allows maximum flexibility todefine operational accounting time periods without restriction to only one calendar.

business event In PeopleSoft Sales IncentiveManagement, an original business transaction or activitythat may justify the creation of a PeopleSoft Enterprise Incentive Management event(a sale, for example).

catalog item In PeopleSoft Enterprise Learning Management, a specific topic that a learnercan study and have tracked. For example, ?Introduction to Microsoft Word.? Acatalog item contains general information about the topic and includes a course code,description, categorization, keywords, and delivery methods.

category In PeopleSoft Enterprise Learning Management, a way to classify catalog items so thatusers can easily browse and search relevant entries in the learning catalog. Categoriescan be hierarchical.

ChartField A field that stores a chart of accounts, resources, and so on, depending on thePeopleSoft application. ChartField values represent individual account numbers,department codes, and so forth.

ChartField balancing You can require specific ChartFields to match up (balance) on the debit and the creditside of a transaction.


Glossary

ChartField combination edit The process of editing journal lines for valid ChartField combinations based onuser-defined rules.

ChartKey One or more fields that uniquely identify each row in a table. Some tables contain onlyone field as the key, while others require a combination.

child In PeopleSoft Tree Manager trees, a child is a node or detail on a tree linked toanother, higher-level node (referred to as the parent). Child nodes can be rolled upinto the parent. A node can be a child and a parent at the same time depending on itslocation within the tree.

Class ChartField AChartField value that identifies a unique appropriation budget key when youcombine it with a fund, department ID, and program code, as well as a budget period.Formerly called sub-classification.

clone In PeopleCode, to make a unique copy. In contrast, to copymaymean making anew reference to an object, so if the underlying object is changed, both the copy andthe original change.

collection To make a set of documents available for searching in Verity, you must first createat least one collection. A collection is set of directories and files that allow searchapplication users to use the Verity search engine to quickly find and display sourcedocuments that match search criteria. A collection is a set of statistics and pointersto the source documents, stored in a proprietary format on a file server. Because acollection can only store information for a single location, PeopleSoft maintains a setof collections (one per language code) for each search index object.

compensation object In PeopleSoft Enterprise IncentiveManagement, a node within a compensationstructure. Compensation objects are the building blocks that make up a compensationstructure’s hierarchical representation.

compensation structure In PeopleSoft Enterprise IncentiveManagement, a hierarchical relationship ofcompensation objects that represents the compensation-related relationship betweenthe objects.

configuration parametercatalog

Used to configure an external system with PeopleSoft. For example, a configurationparameter catalog might set up configuration and communication parameters for anexternal server.

configuration plan In PeopleSoft Enterprise IncentiveManagement, configuration plans hold allocationinformation for common variables (not incentive rules) and are attached to a nodewithout a participant. Configuration plans are not processed by transactions.

content reference Content references are pointers to content registered in the portal registry. These aretypically either URLs or iScripts. Content references fall into three categories: targetcontent, templates, and template pagelets.

context In PeopleSoft Enterprise IncentiveManagement, a mechanism that is used todetermine the scope of a processing run. PeopleSoft Enterprise Incentive Managementuses three types of context: plan, period, and run-level.

corporate account Equivalent to the Account ChartField. Distinguishes between the chart of accountstypically 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 financialinformation.

cost profile A combination of a receipt cost method, a cost flow, and a deplete cost method. Aprofile is associated with a cost book and determines how items in that book arevalued, as well as how the material movement of the item is valued for the book.

cost row A cost transaction and amount for a set of ChartFields.


Glossary

data acquisition In PeopleSoft Enterprise Incentive Management, the process during which rawbusiness transactions are acquired from external source systems and fed into theoperational data store (ODS).

data elements Data elements, at their simplest level, define a subset of data and the rules by whichto group them.

For Workforce Analytics, data elements are rules that tell the system what measures toretrieve about your workforce groups.

data row 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.

data validation In PeopleSoft Enterprise Incentive Management, a process of validating and cleansingthe feed data to resolve conflicts and make the data processable.

DAT file This text file, used with the Verity search engine, contains all of the information fromdocuments that are searchable but not returned in the results list.

delivery method In PeopleSoft Enterprise Learning Management, identifies a learning activity?sdelivery method type. An activity can have one or more delivery methods.

delivery method type In PeopleSoft Enterprise Learning Management, specifies a method that yourorganization uses to deliver learning activities, for example, scheduled or self-pacedlearning.

distribution The process of assigning values to ChartFields. A distribution is a string of ChartFieldvalues assigned to items, payments, and budget amounts.

double byte character If you?re working with Japanese or other Asian employees, you can enter theemployee’s name using double-byte characters. The standard double byte character setname format in PeopleSoft applications is: [last name] space [first name].

dynamic tree 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.

edit table 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 anedit table to ensure data integrity throughout the system.

effective date Amethod of dating information in PeopleSoft applications. You can predateinformation to add historical data to your system, or postdate information in order toenter it before it actually goes into effect. By using effective dates, you don’t deletevalues; you enter a new value with a current effective date.

EIM job Abbreviation for Enterprise Incentive Management job. In PeopleSoft EnterpriseIncentiveManagement, a collection of job steps that corresponds to the steps in anorganization?s compensation-related business process. An EIM job can be stopped toallow manual changes or corrections to be applied between steps, and then resumedfromwhere it left off, continuing with the next step. A run can also be restartedor rolled back.

EIM ledger Abbreviation for Enterprise Incentive Management ledger. In PeopleSoft EnterpriseIncentiveManagement, an object to handle incremental result gathering within thescope of a participant. The ledger captures a result set with all of the appropriate tracesto the data origin and to the processing steps of which it is a result.

equipment In PeopleSoft Enterprise Learning Management, resource items that can be assignedto 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 returnedafter the activity is complete.

event Events are predefined points either in the application processor flow or in the programflow. As each point is encountered, the event activates each component, triggering anyPeopleCode program associated with that component and that event. Examples of


Glossary

events are FieldChange, SavePreChange, and OnRouteSubscription. In PeopleSoftHuman Resources, event also refers to incidents that affect benefits eligibility.

event propagation process In PeopleSoft Sales Incentive Management, a process that determines, through logic,the propagation of an original PeopleSoft Enterprise Incentive Management event andcreates a derivative (duplicate) of the original event to be processed by other objects.Sales IncentiveManagement uses this mechanism to implement splits, roll-ups, and soon. Event propagation determines who receives the credit.

external system In PeopleSoft, any system that is not directly compiled with PeopleTools servers.

fact In PeopleSoft applications, facts are numeric data values from fields from a sourcedatabase as well as an analytic application. A fact can be anything you want to measureyour business by, for example, revenue, actual, budget data, or sales numbers. Afact is stored on a fact table.

filter In PeopleSoft applications, a filter creates a subset of information. Filters are used intemplates to limit your information from a pick list of attribute values.

generic process type In PeopleSoft Process Scheduler, process types are identified by a generic processtype. For example, the generic process type SQR includes all SQR process types,such as SQR process and SQR report.

group Any set of records associated under a single name or variable in order to runcalculations in PeopleSoft business processes. In PeopleSoft Time and Labor, forexample, employees are placed in groups for time reporting purposes.

homepage Users can personalize the homepage, or the page that first appears when they accessthe portal.

incentive object In PeopleSoft Enterprise IncentiveManagement, the incentive-related objects thatdefine and support the PeopleSoft Enterprise IncentiveManagement calculationprocess and results, such as plan templates, plans, results data, user interaction objects,and so on.

incentive rule In PeopleSoft Sales Incentive Management, the commands that act on transactions andturn them into compensation. A rule is one part in the process of turning a transactioninto compensation.

key One or more fields that uniquely identify each row in a table. Some tables contain onlyone field as the key, while others require a combination.

learner group In PeopleSoft Enterprise LearningManagement, a group of learners within the samelearning environment that share the same attributes, such as department or job code.

learning activity See activity.

learning history In PeopleSoft Enterprise LearningManagement, a self-service repository for all of alearner’s completed learning activities.

learning plan In PeopleSoft Enterprise LearningManagement, a self-service repository for all of alearner’s planned and in-progress learning activities.

ledger mapping You use ledger mapping to relate expense data from general ledger accounts toresource objects. Multiple ledger line items can be mapped to one or more resourceIDs. 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 amountthat represents actual costs of the accounting period, or a budgeted amount that can beused to calculate the capacity rates as well as budgeted model results. In PeopleSoftEnterpriseWarehouse, you can map general ledger accounts to the EWLedger table.

level A section of a tree that organizes groups of nodes.


Glossary

library section In PeopleSoft Enterprise Incentive Management, a section that is defined in a plan (ortemplate) and that is available for other plans to share. Changes to a library section arereflected in all plans that use it.

linked section In PeopleSoft Enterprise Incentive Management, a section that is defined in a plantemplate but appears in a plan. Changes to linked sections propagate to plans usingthat section.

linked variable In PeopleSoft Enterprise Incentive Management, a variable that is defined andmaintained in a plan template and that also appears in a plan. Changes to linkedvariables propagate to plans using that variable.

load The feature that initiates a process to automatically load information into a PeopleSoftapplication?for example, populating the PeopleSoft Benefits database with plan-levelelection information.

local functionality 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 theglobal window, or when you access it by a local country menu.

location Locations enable you to indicate the different types of addresses?for a company, forexample, 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. Theprimary location?indicated by a 1?is the address you use most often and may bedifferent from the main address.

market template In PeopleSoft Enterprise Incentive Management, additional functionality that isspecific to a given market or industry and is built on top of a product category.

material In PeopleSoft Enterprise Learning Management, a resource item that can be assignedto the sessions of an activity. Material items are generally consumed during theduration of an activity and not returned, and they may have an associated cost.

message definition An object definition specified in PeopleSoft Application Designer that containsmessage information for PeopleSoft ApplicationMessaging.

meta-SQL Meta-SQL constructs expand into platform-specific SQL substrings. They are used infunctions that pass SQL strings, such as in SQL objects, the SQLExec function, andPeopleSoft Application Engine programs.

metastring Metastrings are special expressions included in SQL string literals. The metastrings,prefixed with a percent (%) symbol, are included directly in the string literals. Theyexpand at run time into an appropriate substring for the current database platform.

multibook Processes in PeopleSoft applications that can create both application entries andgeneral ledgers denominated in more than one currency.

multicurrency The ability to process transactions in a currency other than the business unit’s basecurrency.

objective In PeopleSoft Enterprise Learning Management, an individual’s learning goal. Anexample of a learning goal is a competency gap.

override In PeopleSoft Enterprise Incentive Management, the ability to make a change to a planthat applies to only one plan context.

pagelet Each block of content on the homepage is called a pagelet. These pagelets displaysummary information within a small rectangular area on the page. The pagelet provideusers with a snapshot of their most relevant PeopleSoft and non-PeopleSoft content.

parent node A tree node linked to lower-level nodes or details that roll up into it. A node can be aparent and a child at the same time, depending on its location within the tree.

participant In PeopleSoft Enterprise Incentive Management, participants are recipients of theincentive compensation calculation process.


Glossary

participant object Each participant object may be related to one or more compensation objects.

See also participant object.

payout In PeopleSoft Enterprise IncentiveManagement, the resulting incentive plancomputation that is provided to payroll.

PeopleCode PeopleCode is a proprietary language, executed by the PeopleSoft applicationprocessor. PeopleCode generates results based upon existing data or user actions. Byusing business interlink objects, external services are available to all PeopleSoftapplications wherever PeopleCode can be executed.

PeopleCode event An action that a user takes upon an object, usually a record field, that is referencedwithin a PeopleSoft page.

PeopleSoft InternetArchitecture

The fundamental architecture on which PeopleSoft 8 applications are constructed,consisting of an RDBMS, an application server, aWeb server, and a browser.

performancemeasurement In PeopleSoft Enterprise IncentiveManagement, a variable used to store data (similarto an aggregator, but without a predefined formula) within the scope of an incentiveplan. Performance measures are associated with a plan calendar, territory, andparticipant. Performance measurements are used for quota calculation and reporting.

period context In PeopleSoft Enterprise IncentiveManagement, because a participant typicallyuses the same compensation plan for multiple periods, the period context associatesa plan context with a specific calendar period and fiscal year. The period contextreferences the associated plan context, thus forming a chain. Each plan context has acorresponding set of period contexts.

per seat cost In PeopleSoft Enterprise LearningManagement, the cost per learner, based on thetotal activity costs divided by either minimum attendees or maximum attendees.Organizations use this cost to price PeopleSoft Enterprise LearningManagementactivities.

plan In PeopleSoft Sales Incentive Management, a collection of allocation rules, variables,steps, sections, and incentive rules that instruct the PeopleSoft Enterprise IncentiveManagement engine in how to process transactions.

plan context In PeopleSoft Enterprise IncentiveManagement, correlates a participant withthe compensation plan and node to which the participant is assigned, enablingthe PeopleSoft Enterprise Incentive Management system to find anything that isassociated with the node and that is required to perform compensation processing.Each participant, node, and plan combination represents a unique plan context?ifthree participants are on a compensation structure, each has a different plan context.Configuration plans are identified by plan contexts and are associated with theparticipants that refer to them.

plan section In PeopleSoft Enterprise IncentiveManagement, a segment of a plan that handles aspecific type of event processing.

plan template In PeopleSoft Enterprise IncentiveManagement, the base from which a plan is created.A plan template contains common sections and variables that are inherited by all plansthat are created from the template. A template may contain steps and sections thatare not visible in the plan definition.

portal registry In PeopleSoft applications, the portal registry is a tree-like structure in which contentreferences are organized, classified, and registered. It is a central repository thatdefines both the structure and content of a portal through a hierarchical, tree-likestructure of folders useful for organizing and securing content references.

private view A user-defined view that is available only to the user who created it.

process See Batch Processes.


Glossary

process definition Process definitions define each run request.

process instance A unique number that identifies each process request. This value is automaticallyincremented and assigned to each requested process when the process is submitted torun.

process job You can link process definitions into a job request and process each request seriallyor in parallel. You can also initiate subsequent processes based on the return codefrom each prior request.

process request A single run request, such as an SQR, a COBOL program, or a Crystal report that yourun through PeopleSoft Process Scheduler.

process run control A PeopleTools variable used to retain PeopleSoft Process Scheduler values neededat runtime for all requests that reference a run control ID. Do not confuse these withapplication run controls, which may be defined with the same run control ID, but onlycontain information specific to a given application process request.

product category In PeopleSoft Enterprise Incentive Management, indicates an application in theEnterprise IncentiveManagement suite of products. Each transaction in the PeopleSoftEnterprise IncentiveManagement system is associated with a product category.

publishing In PeopleSoft Enterprise Incentive Management, a stage in processing that makesincentive-related results available to participants.

record definition A logical grouping of data elements.

record field A field within a record definition.

record group A set of logically and functionally related control tables and views. Record groupshelp enable TableSet sharing, which eliminates redundant data entry. Record groupsensure that TableSet sharing is applied consistently across all related tables and views.

record input VAT flag Abbreviation for record input value-added tax flag. Within PeopleSoft Purchasing,Payables, and General Ledger, this flag indicates that you are recording input VATon the transaction. This flag, in conjunction with the record output VAT flag, is usedto determine the accounting entries created for a transaction and to determine how atransaction is reported on the VAT return. For all cases within Purchasing and Payableswhere VAT information is tracked on a transaction, this flag is set to Yes. This flagis not used in PeopleSoft Order Management, Billing, or Receivables, where it isassumed that you are always recording only output VAT, or in PeopleSoft Expenses,where it is assumed that you are always recording only input VAT.

record output VAT flag Abbreviation for record output value-added tax flag.

See record input VAT flag.

reference data In PeopleSoft Sales IncentiveManagement, system objects that represent the salesorganization, such as territories, participants, products, customers, channels, and so on.

reference object In PeopleSoft Enterprise Incentive Management, this dimension-type object furtherdefines the business. Reference objects can have their own hierarchy (for example,product tree, customer tree, industry tree, and geography tree).

reference transaction In commitment control, a reference transaction is a source transaction that isreferenced by a higher-level (and usually later) source transaction, in order toautomatically reverse all or part of the referenced transaction’s budget-checkedamount. This avoids duplicate postings during the sequential entry of the transaction atdifferent commitment levels. For example, the amount of an encumbrance transaction(such as a purchase order) will, when checked and recorded against a budget, causethe system to concurrently reference and relieve all or part of the amount of acorresponding pre-encumbrance transaction, such as a purchase requisition.


Glossary

relationship object In PeopleSoft Enterprise IncentiveManagement, these objects further define acompensation structure to resolve transactions by establishing associations betweencompensation objects and business objects.

results management process In PeopleSoft Sales Incentive Management, the process during which compensationadministrators may review processing results, manually change transactions, processdraws, update and review payouts, process approvals, and accumulate and pushpayments to the EIM ledger.

role user A PeopleSoft Workflow user. A person’s role user ID serves much the same purpose asa user ID does in other parts of the system. PeopleSoft Workflow uses role user IDsto determine how to route worklist items to users (through an email address, forexample) and to track the roles that users play in the workflow. Role users do not needPeopleSoft user IDs.

role Describes how people fit into PeopleSoft Workflow. A role is a class of users whoperform the same type of work, such as clerks or managers. Your business rulestypically specify what user role needs to do an activity.

roll up In a tree, to roll up is to total sums based on the information hierarchy.

routing Connects activities in PeopleSoftWorkflow. Routings specify where the informationgoes and what form it takes?email message, electronic form, or worklist entry.

run control A run control is a type of online page that is used to begin a process, such as thebatch processing of a payroll run. Run control pages generally start a program thatmanipulates data.

run control ID A unique ID to associate each user with his or her own run control table entries.

run-level context In PeopleSoft Enterprise IncentiveManagement, associates a particular run (and batchID) with a period context and plan context. Every plan context that participates in a runhas a separate run-level context. Because a run cannot span periods, only one run-levelcontext is associated with each plan context.

search query 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.

section In PeopleSoft Enterprise IncentiveManagement, a collection of incentive rules thatoperate on transactions of a specific type. Sections enable plans to be segmented toprocess logical events in different sections.

security event In commitment control, security events trigger security authorization checking, suchas budget entries, transfers, and adjustments; exception overrides and notifications;and inquiries.

self-service application Self-service refers to PeopleSoft applications that are accessed by end users with abrowser.

session In PeopleSoft Enterprise LearningManagement, a single meeting day of an activity(that is, the period of time between start and finish times within a day). The sessionstores the specific date, location, meeting time, and instructor. Sessions are used forscheduled training.

session template In PeopleSoft Enterprise LearningManagement, enables you to set up commonactivity characteristics that may be reused while scheduling a PeopleSoft EnterpriseLearning Management activity?characteristics such as days of the week, start and endtimes, facility and room assignments, instructors, and equipment. A session patterntemplate can be attached to an activity that is being scheduled. Attaching a templateto an activity causes all of the default template information to populate the activitysession pattern.


Glossary

setup relationship In PeopleSoft Enterprise Incentive Management, a relationship object type thatassociates a configuration plan with any structure node.

sibling 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 itslocation in the tree.

single signon With single signon, users can, after being authenticated by a PeopleSoft applicationserver, access a second PeopleSoft application server without entering a user ID orpassword.

source transaction In commitment control, any transaction generated in a PeopleSoft or third-partyapplication that is integrated with commitment control and which can be checkedagainst commitment control budgets. For example, a pre-encumbrance, encumbrance,expenditure, recognized revenue, or collected revenue transaction.

SpeedChart A user-defined shorthand key that designates several ChartKeys to be used for voucherentry. Percentages can optionally be related to each ChartKey in a SpeedChartdefinition.

SpeedType A code representing a combination of ChartField values. SpeedTypes simplify theentry of ChartFields commonly used together.

SQR See Structured Query Report (SQR).

statutory account Account required by a regulatory authority for recording and reporting financialresults. In PeopleSoft, this is equivalent to the Alternate Account (ALTACCT)ChartField.

step In PeopleSoft Sales IncentiveManagement, a collection of sections in a plan. Eachstep corresponds to a step in the job run.

Structured Query Report (SQR) A type of printed or displayed report generated from data extracted from a PeopleSoftSQL-based relational database. PeopleSoft applications provide a variety of standardSQRs that summarize table information and data. You can use these reports as is,customize them, or create your own.

Summary ChartField You use summary ChartFields to create summary ledgers that roll up detail amountsbased on specific detail values or on selected tree nodes. When detail values aresummarized using tree nodes, summary ChartFields must be used in the summaryledger data record to accommodate the maximum length of a node name (20characters).

summary ledger An accounting feature used primarily in allocations, inquiries, and PS/nVisionreporting to store combined account balances from detail ledgers. Summary ledgersincrease speed and efficiency of reporting by eliminating the need to summarizedetail ledger balances each time a report is requested. Instead, detail balances aresummarized in a background process according to user-specified criteria and stored onsummary ledgers. The summary ledgers are then accessed directly for reporting.

summary tree A tree used to roll up accounts for each type of report in summary ledgers. Summarytrees enable you to define trees on trees. In a summary tree, the detail values are reallynodes on a detail tree or another summary tree (known as the basis tree). A summarytree structure specifies the details on which the summary trees are to be built.

table The underlying PeopleSoft data format, in which data is stored by columns (fields) androws (records, or instances).

TableSet sharing Specifies control table data for each business unit so that redundancy is eliminated.

target currency The value of the entry currency or currencies converted to a single currency for budgetviewing and inquiry purposes.

template A template is HTML code associated with aWeb page. It defines the layout of thepage and also where to get HTML for each part of the page. In PeopleSoft, you use


Glossary

templates to build a page by combining HTML from a number of sources. For aPeopleSoft portal, all templates must be registered in the portal registry, and eachcontent reference must be assigned a template.

territory In PeopleSoft Sales Incentive Management, hierarchical relationships of businessobjects, including regions, products, customers, industries, and participants.

TimeSpan A relative period, such as year-to-date or current period, that can be used in variousPeopleSoft General Ledger functions and reports when a rolling time frame, ratherthan a specific date, is required. TimeSpans can also be used with flexible formulas inPeopleSoft Projects.

transaction allocation In PeopleSoft Enterprise IncentiveManagement, the process of identifying the ownerof a transaction. When a raw transaction from a batch is allocated to a plan context,the transaction is duplicated in the PeopleSoft Enterprise IncentiveManagementtransaction tables.

transaction loading process In PeopleSoft Enterprise IncentiveManagement, the process during whichtransactions are loaded into Sales Incentive Management. During loading, the sourcecurrency is converted to the business unit currency while retaining the source currencycode. At the completion of this stage, the transaction is in the first state.

transaction state In PeopleSoft Enterprise IncentiveManagement, a value assigned by an incentiverule to a transaction. Transaction states enable sections to process only transactionsthat 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 adifferent section for further processing.

transaction type In PeopleSoft Enterprise IncentiveManagement, a way to categorize transactions toidentify specific transaction types (for example, shipment, order, opportunity, and soon). Plan sections process only one type of transaction type. Transaction types can bedefined based on a company’s specific processes model.

Translate table A system edit table that stores codes and translate values for the miscellaneous fields inthe database that do not warrant individual edit tables of their own.

tree The graphical hierarchy in PeopleSoft systems that displays the relationship betweenall accounting units (for example, corporate divisions, projects, reporting groups,account numbers) and determines roll-up hierarchies.

unclaimed transaction In PeopleSoft Enterprise IncentiveManagement, a transaction that is not claimedby a node or participant after the allocation process has completed, usually due tomissing or incomplete data. Unclaimed transactions may be manually assigned to theappropriate node or participant by a compensation administrator.

uniform resource locator (URL) In PeopleSoft, the term URL refers to the entire query string. Thefollowing is an example of a URL: http://serverx/InternetClient/InternetClientServlet?ICType=Script&ICScriptProgramName=WEBLIB_BEN_401k.PAGES.FieldFormula.iScript_Home401k

universal navigation header Every PeopleSoft portal includes the universal navigation header, intended to appear atthe top of every page as long as the user is signed on to the portal. In addition toproviding access to the standard navigation buttons (like Home, Favorites, and signoff)the universal navigation header can also display a welcome message for each user.

URL See uniform resource locator (URL).

user interaction object In PeopleSoft Sales Incentive Management, used to define the reporting componentsand reports that a participant can access in his or her context. All Sales IncentiveManagement user interface objects and reports are registered as user interactionobjects. User interaction objects can be linked to a compensation structure nodethrough a compensation relationship object (individually or as groups).


Glossary

variable In PeopleSoft Sales IncentiveManagement, 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 localvariables that exist only during the processing of a section.

warehouse A PeopleSoft data warehouse that consists of predefined ETL maps, data warehousetools, and DataMart definitions.

worksheet Away of presenting data through a PeopleSoft Business Analysis Modeler interfacethat enables users to do in-depth analysis using pivoting tables, charts, notes, andhistory information.

workflow The background process that creates a list of administrative actions based on selectioncriteria and specifies the procedure associated with each action.

worklist The automated to-do list that PeopleSoft Workflow creates. From the worklist, youcan directly access the pages you need to perform the next action, and then return tothe worklist for another item.

zero-rated VAT Abbreviation for zero-rated value-added tax. AVAT transaction with a VAT codethat has a tax percent of zero. Used to track taxable VAT activity where no actualVAT amount is charged.


Index

Aaccountaddress 116change product type 121change status 121–122change TIN type and number 122credit card parameters 120currency 121fee 119nickname 115relationships 120

account informationviewing 132

account nickname 115additional documentation xivalternate capacitydefinition 22

Application Form page 110Related Product 113

application forms 45, 110application fundamentals xiiiarrangements 62, 70ATM Cardscanceling 127change card type 128change limits 128change linked accounts 127disable features 128enable features 128issuing 129managing 124replacing 126suspending 126

attachments 46attachments to issue notes 181attributes 44Attributes page 55, 65FSI-specific 44

auditing issuesaudit trail vs issue history 181

authorized userdefinition 10security level 10

Automatic Funds Transfer page 160

Bbanking transactionsautomatic funds transfer 160Bill Payment 163Funds Transfer 161Order Cashier’s Checks 166Order Copy Of Check 164Order Copy of Statement 165Order Foreign Currency 166Order Traveler’s Checks 167Reorder Checkbook 162Stop Check Payment 163

beneficiarydefinition 10security level 10

bill payees for consumers 26Bill Payment page 163Browse the Catalog page 153

CCatalog 153checking account 134comments, submitting xviicommon elements xviicompanycontracts 30defining 28definition 21financial accounts 30

Company − Contracts page 30Company − Financial Accounts page 30Company page 28Consolidated Publications Incorporated(CPI) xivconsumerbill payees 26defining 23definition 21financial accounts 27

Consumer − Bill Payee page 26Consumer − Financial Accounts page 27Consumer page 23contactdefining 31definition 21


Index

contact information xviiContact page 31contracts 67contracts for companies 30country-specific documentation xvicredit account 135cross-references xviCustomer Connection Website xivCustomer Selection 171

Ddocumentationcountry-specific xviprinted xivrelated xivupdates xiv

Eexternal visibility 44External Description page 52

Ffile integration 103Financial Account Header page 132financial accountschecking account 134credit account 135insurance policy 136integration 99investment account 139savings account 135types 98understanding 97views 98

financial accounts for companies 30financial accounts for consumers 27flat file processes 101flat file templates 100FSI account managerdefinition 11security level 11

FSI administratordefinition 11security level 11

FSI agentdefinition 11security level 11

Funds Transfer page 161

Gglossary 183

Hhours of operation 74

Iinsurance policy 136integration 99assumptions 101assumptions for file integration 103flat file processes 101flat file templates 100terms 99XML templates 100

interested partiesfor issues 182

internal visibility 44investment account 139issue historyviewing 181

issue management 173issuesissue history 181

Llinked products 48

Mmonitoring security access 18

Nnavigation securityset up 19

notes xvirelated to issues 181

Oonline application forms 110Order Cashier’s Checks page 166Order Copy Of Check page 164Order Copy of Statement page 165Order Foreign Currency page 166Order Traveler’s Checks page 167ownerdefinition 10security level 10

PPackages page 56partnershipdefinition 21

PeopleBooks


Index

ordering xivPeopleCode, typographicalconventions xvPeopleSoft application fundamentals xiiipredefine security rights 13See Also Security Role Code page

prerequisites xiiiprinted documentation xivproductdefinition 43single 43

Product Definition page 50, 63Attributes page 55, 65External Description page 52Packages page 56

product group 43defining 48Product Groups page 52

product group attributes 48Product Groups page 52product package 43Packages page 56

product, base 43productsdefining 49

products and product groups, settingup 43

Rrelated documentation xivrelated issuesmanaging 182

relationships 46, 56Reorder Checkbook page 162role definitionFSI application roles 9FSI defined roles 9PeopleTools roles 9

Role Mapping page 19rolesmapping 19

Ssavings account 135securityaudit information 16defining 14navigation security 19security codes 12

system data 10understanding 9

security codesSecurity Role Code page 12setting up 12

Security Denial Code page 14Security Matrixsetting up 17

Security Matrix page 15Security Matrix set up by role 17Security Matrix setup function 17Security Operator Code page 14Security Role Code page 12Security Trace Access page 18Security Transaction Code page 13self-serviceconfirmation pages 143data access 143self-service view 141

self-service transactions 141confirmation pages 143

Service Location Finder 81Service Location pageContacts 79Hours of Operation 78Notes and Attachments 80Relationships 79Services 78

service location sitesdefining 75

service locations 71Service page 80Service Locations 81

servicessetup 80

Site - Contacts page 74Site - Relationships page 74Stop Check Payment page 163suggestions, submitting xvii

Tterms 183integration 99

typesfinancial accounts 98

typographical conventions xv

UUser Profile information 171


Index

managing 170

Vviewing service locations 81viewsfinancial accounts 98

visibility, external 44visibility, internal 44visual cues xvi

Wwarnings xvii

XXML integration 101XML templates 100


Documents

PeopleSoft 8.8 CRM for Financial Services … for Financial Services PeopleBook December 2002 PeopleSoft 8.8 CRM for Financial Services PeopleBook SKU CRM88FSI-B 1202 PeopleBooks Contributors: