PeopleSoft Enterprise CRM 9.1 Release Value Proposition.pdf

8/13/2019 PeopleSoft Enterprise CRM 9.1 Release Value Proposition.pdf

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Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1

Oracles PeopleSoft Enterprise9.1 Release Value PropositionPeopleSoft Enterprise Customer Relationship Management 9.1

Copyright 2009 Oracle. All Rights Reserved


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Contributors: Teams from Oracle Application Strategy, Application & Industry Marketing, ProductDocumentation and Development.

Release Value Proposition for PeopleSoft Customer Relationship Management 9.1

Copyright 2009, Oracle and/or its affiliates. All rights reserved.

Purpose Statement

This document provides an overview of features and enhancements included in the PeopleSoft Enterprise CustomerRelationship Management 9.1 release. It is intended solely to help you assess the business benefits of upgrading toPeopleSoft Enterprise Customer Relationship Management 9.1 and to plan your I.T. projects.

Disclaimer

This document in any form, software or printed matter, contains proprietary information that is the exclusive propertyof Oracle. Your access to and use of this confidential material is subject to the terms and conditions of your Oraclesoftware license and service agreement, which has been executed and with which you agree to comply. Thisdocument and information contained herein may not be disclosed, copied, reproduced or distributed to anyoneoutside Oracle without prior written consent of Oracle. This document is not part of your license agreement nor can itbe incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates.

This document is for informational purposes only and is intended solely to assist you in planning for theimplementation and upgrade of the product features described. It is not a commitment to deliver any material, code,or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timingof any features or functionality described in this document remains at the sole discretion of Oracle.

Due to the nature of the product architecture, it may not be possible to safely include all features described in thisdocument without risking significant destabilization of the code.

This documentation is in prerelease status and is intended for demonstration and preliminary use only. It may not bespecific to the hardware on which you are using the software. Oracle Corporation and its affiliates are not responsiblefor and expressly disclaim all warranties of any kind with respect to this documentation and will not be responsible forany loss, costs, or damages incurred due to the use of this documentation.

Restricted Rights Notice

If this software or related documentation is delivered to the U.S. Government or anyone licensing it on behalf of theU.S. Government, the following notice is applicable:

U.S. GOVERNMENT RIGHTS

Programs, software, databases, and related documentation and technical data delivered to U.S. Governmentcustomers are commercial computer software or commercial technical data pursuant to the applicable

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Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of theirrespective owners.



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PeopleSoft Enterprise Customer Relationship Management 9.1................... iIntroduction ............................................................................................................................1

Purpose of This Document.................................................................................................1

Intended Audience .............................................................................................................1Related Resources.............................................................................................................1

Statement of Direction ....................................................................................................1

Release Value Proposition .............................................................................................2

Prerelease Notes ............................................................................................................2

Release Notes ................................................................................................................2

Additional Resources......................................................................................................4

Executive Summary...............................................................................................................5

Enhancements That Are Common to Multiple CRM Applications .........................................7

Correspondence and Notifications .....................................................................................7

Task Management.............................................................................................................. 9

Worklist.............................................................................................................................12

Web Feed Enablement of CRM Worklist......................................................................13

PCI Compliance ...............................................................................................................15

Product Management .......................................................................................................15

Web Services ...................................................................................................................17

Performance.....................................................................................................................18

Additional Common Enhancements.................................................................................19

PeopleSoft CRM Marketing Enhancements ........................................................................20

Enhancements That Are Common to Multiple Marketing Applications............................20

Profile Enhancements...................................................................................................20

Event Management ..........................................................................................................21

Event Planning..............................................................................................................22

Marketing..........................................................................................................................27

Online Marketing ..............................................................................................................28

TeleSales..........................................................................................................................30

PeopleSoft CRM Sales and Order Capture Enhancements................................................32

Sales Mobility ...................................................................................................................32

Sales.................................................................................................................................33

Lead and Opportunity Management .............................................................................33



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Lead and Opportunity Assignment ...............................................................................35

Order Capture ..................................................................................................................37

Enterprise Pricer Integration.........................................................................................38

Enhancement for Recurring Price Rules ......................................................................38

Service Management Improvement..............................................................................38Advanced Configurator Support for BEA Weblogic 10.3..............................................38

Credit Card Integration .................................................................................................39

Warranty and Agreement..............................................................................................39

Bulk Change .................................................................................................................39

PeopleSoft CRM Service and Multichannel Communications.............................................40

Case Management ...........................................................................................................40

Case Configuration...........................................................................................................44

Knowledge Management..................................................................................................47HelpDesk and Change Management Enhancements ......................................................49

Change Management ...................................................................................................49

HelpDesk ......................................................................................................................50

Email Response Management System Enhancements ...................................................52

Automatic Case Creation from Inbound Email .............................................................52

Simplified Email Response and Problem Resolution from the Case ...........................52

Improved ERMS Email Workspace ..............................................................................54

Additional ERMS Enhancements .................................................................................55

PeopleSoft CRM HelpDesk for Human Resources and Workforce Communications.........56

HelpDesk for Human Resources......................................................................................56

Workforce Communications.............................................................................................60

Industry Enhancements .......................................................................................................62

PeopleSoft CRM for Communications .............................................................................62

Tailored Customer Offers .............................................................................................63

Enhanced Sales and Service Management Processes ...............................................64

PeopleSoft CRM for Higher Education.............................................................................65

Recruiting......................................................................................................................65

Retention.......................................................................................................................72

Service Center for Higher Education............................................................................73

Constituent 360 Degree View.......................................................................................76

Enhancements That Are Common to Multiple Applications ................................................84



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Application Integration Framework...................................................................................84

Approval Framework ........................................................................................................84

Desktop Integration ..........................................................................................................85

Events and Warnings .......................................................................................................85

Upgrade Framework.........................................................................................................86Enhanced Product Information ............................................................................................87

New Information Portal.....................................................................................................87

PeopleBook Improvements ..............................................................................................87

Researching PeopleBooks...............................................................................................88

User Productivity Kits (UPK) ............................................................................................88



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Introduction

Purpose of This DocumentThis document provides an overview of the value proposition that is associated with the newfeatures and enhancements that are planned for PeopleSoft Enterprise CustomerRelationship Management (CRM) 9.1. It is a roadmap that is intended to help you assess thebusiness benefits of 9.1 and plan your information technology (IT) projects and investments.

The new features and enhancements that are included in this release are grouped accordingto functional area to demonstrate how solutions can help you optimize your business. Ourgoal is to ensure that you leverage technology to its fullest to increase the efficiency andeffectiveness of your operations. Please note that the final release may not have everyfeature discussed in this document, and a specific feature may become part of a differentapplication or have a product name that is different from those cited in this document.

The PeopleSoft CRM 9.1 Release Value Proposition describes enhancements in thefollowing functional areas:

Enhancements that are Common to Multiple Applications

Marketing

Sales and Order Capture

Service and Multichannel Communications

HelpDesk for Human Resources and Workforce Communications

Industry Enhancements Communications and Higher Education

Intended AudienceThis document was created for executives, CRM managers, training department managers,and training administrators for the evaluation and planning of a new purchase or an upgradeto PeopleSoft Customer Relationship Management 9.1.

Related ResourcesThis section discusses publications that provide in-depth technical and functional informationthat is available at the time of publication. In many cases, the content in this document mayhave originated in the documents referenced below.

Statement of DirectionThe statement of direction identifies major enhancements and articulates the expectedbusiness benefit.

To navigate on My Oracle Support:

Resource Navigation



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Statement of Direction My Oracle Support > Knowledge search

for PeopleSoft Enterprise CRM 9.1

Statement of Direction (Doc ID 812274.1)

Release Value Proposition

The release value proposition provides more functional details than the statement ofdirection, identifies major enhancements, and articulates the expected business benefit. Thisdocument is designed to help you determine whether new product features warrant eitherupgrading from an old release or embarking on a new implementation. With this information,managers can initiate preliminary budget planning and begin putting together a project teamto evaluate specific products.

Resource Navigation

Release Value Proposition My Oracle Support > Knowledge search

for PeopleSoft Enterprise CRM 9.1 Release

Value Proposition (Doc ID 865112.1)

Prerelease Notes

Prerelease notes provide more functional and technical details than the release valueproposition. This document describes how each enhancement functions within the context ofthe greater business process. This added level of detail should enable project teams toanswer the following questions:

What out-of-the-box functionality will change?

What customizations may be affected?

How will an upgrade or new implementation affect other systems?

How will these changes affect the organization?

After the project team has reviewed and analyzed the prerelease notes, business decisionmakers should be in the position to determine whether to allocate budget and initiateimplementation plans.

PreRelease Notes Navigation

PreRelease Notes My Oracle Support > Knowledge search

for PeopleSoft Enterprise CRM 9.1

PreRelease Notes

Release Notes

Release notes are published at GA (general availability) and validate the final scope of therelease. The release notes discuss the features and enhancements that are available withthe GA release of each product, describing the finalized functional and technical details thatwill enable project teams to confirm budgets and complete implementation plans.



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Release Notes Navigation

Release Notes My Oracle Support > Knowledge search

for PeopleSoft Enterprise CRM 9.1 Release

Notes



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Additional Resources

Oracle offers many additional resources that will help your organization determine the effectsof upgrading to this release. Visit the My Oracle Support website frequently to keep apprisedof ongoing changes. Below is a list of the types of resources that are available on My OracleSupport:

Upgrade paths

Training opportunities

Consulting readiness

Business process maps

Integration resources

Data models

Installation guides

Upgrade guides



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IT

The third constituency is IT. In the past, Oracle has delivered technology to IT enabling themto build and integrate new products. IT customers, the LOBs, and end users are demandingthe delivery of new capabilities and functionality faster. IT needs the ability to deployintegration and new capabilities easier and cheaper to meet this demand. IT knows that iftheir customers are not satisfied, they can go to the open market and circumvent both Oracle

and the IT departmentsin the end increasing the cost to their organization.

In the 9.1 release, Oracle delivers technology and applications to help IT deliver on theircustomers demands. In an effort to reduce the need for customization to do things such astailor the user interface, build workflow, and modify application behavior to better suit theneeds of the business, PeopleSoft software continues to enable greater applicationconfiguration.

Application responsiveness and system performance is critical to the success of a CRMsolution. Poor system performance can negatively affect user adoption and customersatisfaction and is a strain on IT resources and budgets. Oracle strives to improveperformance of our applications, and in PeopleSoft CRM 9.1, a heightened focus andinvestment is planned to improve system performance.

Finally, Oracle will continue to invest in the application life-cycle management tools, whichenable IT to manage patches and upgrades more effectively. Users will be able to compare acustomized version of the product to the new version, isolate the changes, and move them tothe new platform or version. With these tools, IT can reduce the costs of maintainingapplications, which is another example of Oracle helping IT address the needs of theirinternal stakeholders more quickly and at a lower cost.



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Enhancements That Are Common toMultiple CRM ApplicationsThis section discusses new enhancements that are common to most CRM applications andusers. By our investing in and enhancing our foundational CRM capabilities, all customersand users benefit. This section includes highlights of planned investment to the CRMfoundation.

These enhancements fall into the following areas:

Correspondence and Notifications

Task Management

Worklist

PCI Compliance

Product Management

Web Services

Performance

Additional Common Enhancements

Correspondence and Notifications

PeopleSoft CRM applications provide communication tools enabling users to share customerand transactional information with one another and with customers, collaborating in the mostefficient and productive way to accomplish their tasks. Enabling users to communicate and

send alerts, notifications, and messages using emails, the worklist and correspondence(printed or emailed letters and documents) offer users effective communication methods tobest interact with all parties involved. The correspondence captures every communication asan interaction in the system, providing a comprehensive history and holistic view of allcommunications. For PeopleSoft CRM 9.1, the capabilities for creating the content forcorrespondence management templates and the user interface and capabilitiesfor composing outbound notifications will be enhanced.

Correspondence Management Template Packages will leverage the PeopleTools 8.50 rich-text editor, enabling organizations to compose and send content-rich emails containing:

Graphic images

HTML objects, such as tables

Clickable, embedded HTTP hyperlinks

Expanded text attributes such as text color, font type, font size, and so on.

Enhanced text formatting (highlighting, underlining, text alignment, justification,indentation, and so on.)



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The Email Workspace provides a new rich-text editor for composing email content.

The Ad-hoc Notification and Outbound functions that were available on the toolbar throughoutCRM transactional pages have been consolidated, resulting in a new, streamlined OutboundNotifications page used to centralize composing of email communications and worklist

notifications without redundant functionality.



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Application users can compose email messages with a rich-text editor from the

Outbound Notifications page.

The new Outbound Notifications page enables users to:

Compose and deliver manual notifications email and worklist notifications from aCRM transaction. Worklists are used to send communications only to internalrecipients such as the worker, provider group, or sales team whereas email is used tosend notifications to both internal and external recipients such as customer contactsand individual consumers.

Compose rich-text, formatted email messages with a rich-text editor.

Select correspondence templates to compose predefined email message contentwith dynamic merged content. Merged content can include transaction data (such asCase Summary and Order Status) and recipient data.

Reply to an existing email associated with a specific CRM transaction.

Associate the notifications with the CRM transaction using interactions.

Enable CRM transactions to use a list of recipients when sending an email.

Task Management

In CRM 9.1 Task Management, the ability to manage user tasks from My Tasks and theCalendar View has been greatly expanded. The new enhancements enable users to delegatetasks to others and to assign tasks to provider groups, and the My Tasks user interface hasbeen redesigned.



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Some of the enhancements to the My Tasks user interface include:

New folder structure to group and organize tasks.

Enhanced search leveraging the CRM configurable search to find the tasks that theuser is looking for.

A new Group task folder for all tasks assigned to provider groups for which the useris a member.

A new Delegated folder to contain all tasks that have been delegated to the user.

The My Tasks user interface has been redesigned with a similar look and feel to MyWorklist.

Enhancements in CRM 9.1 Task Management for task delegation:

Enable users to specify other users who can have access to their tasks.

Enable supervisors with direct reports to:

Configure delegations for each of their direct reports.

Configure a date range for which the delegate can access the supervisors tasks.

Define whether the delegate has update or read-only access to the supervisors

tasks.

Specify the task types for which the delegate has access.

Specify whether the delegate can see private tasks. Supervisors cannot delegate

a direct reports private tasks.



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Within the My Tasks User Options page, users can set up delegations for their

Tasks, managers can set up delegations for their direct reports, and users can see

those delegations that their supervisors set up.

Users canview the tasks delegated to them or tasks delegated to a group they belong to fromMy Tasks or My Calendar. Additionally, a supervisor can see the tasks delegated to direct

reports from My Tasks. Delegates can update tasks based on the privileges provided by thedelegator (if the Read Only check box is not selected).

Enhancements in CRM 9.1 Task Management for provider group assignment enable usersto:

Assign tasks to provider groups, enabling organizations to distribute those tasksamong individuals within that group.

Allow the members of a provider group to view all tasks associated with the providergroup, regardless of individual task ownership, via the Groups folder in My Tasks.

Configure whether the task displays the Provider Group assignment field. Thisconfiguration can be done by an administrator in the Task Type setup pages.



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Worklist

In a collaborative environment in which responses to customer or peer inquiries are critical tothe success of the support center, users should be able to delegate worklist items to otherpeers to balance workloads of internal agents. Allowing worklist access to be delegated toothers solves the problem of managing and reassigning users assigned work when they areout of the office. Individuals and their supervisors can delegate access to their worklist itemsto other individuals or worklist groups, granting varying levels of access (read-only or update)for specified periods of time.

Users can configure a date range for which the delegated user has access. In addition ,supervisors with direct reports can configure access for each of their direct reports. Thisconfiguration capability will be added as part of the current User Preference functionality.

In the following Worklist Options page:

Burt Lee is providing Cassandra Jacobson read access to the individual worklist ofhis direct report, Terry Murphy, for the period of 06/05/2009 to 06/30/2009.

Burt Lee is also delegating the group worklist Appliances_Western access to Zack

Reillys personal worklist beginning on 07/01/2009 and ending on 07/19/2009.

Burt Lees supervisor has not given anyone access to Burt Lees worklist.



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The new enhanced capability of Worklist in CRM 9.1 enables users to specify other

users who can access their personal worklist.

Web Feed Enablement of CRM Worklist

With the delivery of Web 2.0 technology via PeopleTools 8.50, PeopleSoft CRM 9.1 userscan now leverage web feeds capability to share recently syndicated CRM transactionalcontents of users worklist details. Without being tied to the PeopleSoft CRM application,users can easily subscribe to and request periodic updates of their CRM worklist items froman internet browser of their choice.

By leveraging Atom syndication format1, PeopleSoft CRM 9.1 enables the administrator to

provide a standard way to export CRM transactional data content to help CRM users managetheir worklist items promptly and efficiently. The CRM users can subscribe to the publishedWorklist feed to receive syndicated content in a user-readable format from the PeopleSoftCRM Worklist.



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Enhanced CRM Worklist page with Web Feed enabled for a user.

Once the published Worklist feed is subscribed to, the user sees the following CRM Worklistdetails in the syndicated content.

From this page, the user can click the CRM transaction ID (in this example, Case

220366) to navigate to the corresponding CRM component in the PeopleSoft

application to view transaction details.

If the PeopleSoft user session is not active, is terminated, or has not been established, theuser will need to authenticate his or her identity with a PeopleSoft user login and password todrill down to the detail CRM transaction.



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1Atom Syndication Format, Internet Engineering Task Force (IETF) RFC 4287, Retrieved

from http://tools.ietf.org/html/rfc4287.

PCI Compliance

The Payment Card Industry (PCI) Data Security Standards provide for a definition of what

data can be stored. PeopleSoft CRM 9.1 correctly addresses PCI compliance with a newenhancement that captures the Credit Card Verification (CCV) number only long enough toretrieve the transaction ID from the verification system and then releases the CCV data fromthe system without creating vulnerability of exposing such confidential data to an unintendeduser.

The new CCV integration in CRM 9.1 correctly complies with section 3.2.2 of the PCI DataSecurity Standards version 1.2

2, which provides guidelines for the credit card validation code.

Section 3.2.2 instructs online transaction processing (OLTP) applications not to storesensitive credit card authentication code or value (three-digit or four-digit number printed onthe front or back of a payment card) subsequent to authorization even if the data isencrypted.

2PCI Data Security Standard (DSS) Version 1.2, The Payment Card Industry Security Standards

Council, Retrieved from https://www.pcisecuritystandards.org/security_standards/pci_dss_download.html.

Product Management

Oracle introduced in CRM 8.9 display templates, which enables a functional administrativeuser to configure the user interface of application pages and enables field level security. Overthe years, more and more objects in CRM have been display template-enabled, meaning thatthey can be configured by means of the display template framework.

In CRM 9.1, the object that represents the installed product, installed asset, installed service,and installed agreement will be display-template-enabled. This will enable administrators toconfigure the fields and sections that will be displayed, the labels of those fields, and sections,and to set up field-level security.

The current installed product, asset, service, and agreement objects provide adequatefunctionality for modeling simple installation of hardware products; however, additional fieldsand information are required to track services; software components; network hubs, links,and trunks; servers and grids, and other ancillary objects. To facilitate more complexconfiguration management without having to integrate with a third-party solution, customersneed a mechanism to define product-related attributes so that they can better track installedproducts based on their asset type. For example, if a user had defined an installed asset typeof Hardware, there would be a single product-installed page. However, if the installed assettype were a service, then the user would be presented with a different template layout withadditional data fields to allow capturing of corresponding data and attributes to keep track ofan expanded level of information.

Display template-enabled enhancements include the ability to:

Configure fields, sections, and pages to be visible in the installed product, asset,service, and agreements pages for corresponding setID.

Change labels on fields, sections, and tabs within sections.

Create a new display template for the installed product, asset, service, or agreementobject and associate it with the corresponding setlD and product type.

http://tools.ietf.org/html/rfc4287https://www.pcisecuritystandards.org/security_standards/pci_dss_download.htmlhttps://www.pcisecuritystandards.org/security_standards/pci_dss_download.htmlhttp://tools.ietf.org/html/rfc4287


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Introduction of Product Group to Installed Product, Asset, or Service Page

To allow one or more products for installed assets, the corresponding pages now include thenew Product Group field. Additionally, the Product Group and Status fields will be added tothe configurable search pages for the installed product, asset, or service to facilitate effectivesearching of installed components. Users will be able to search for installed products, assets,or services by product group and status.

Additional enhancements to the installed product, asset, or service enable users to view inthe installed product, asset, or service the:

Service management order ID and its details

Interaction history

Asset owner and contact of the asset owner

Additionally, users will be able to search for installed assets by the asset owner in theInstalled Assets configurable search page.



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The installed product, asset, or service object will be redesigned and display

template-enabled in CRM 9.1.

Web Services

To provide quick time-to-value and robust functionality to meet customers unique industry-specific business requirements, PeopleSoft CRM has leveraged Service-oriented

Architecture (SOA) to deliver web services. Building upon the foundation of web servicesdelivered in CRM 9.0, CRM 9.1 enables greater ease of integration with the delivery ofadditional web services, exposing CRM functionality externally to web service consumers. A

set of new web services is delivered for the PeopleSoft Customer Data Model (CDM),Marketing, Online Marketing, Sales, and Interactions.

The following web service operations are available:

PeopleSoft CRM CDM: Entity Creation Operations:

Create a new company (with or without additional attributes)

Create a new person as a business contact (with or without additional attributes)



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Additional Common Enhancements

The attachments associated with a transaction can be included in the email when youforward or send the email from a PeopleSoft CRM transaction. For example, when you senda case note, the attachment associated with that note will be included.



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PeopleSoft CRM Marketing Enhancements

The PeopleSoft Enterprise Marketing solution drives long-term customer value by enablingorganizations to acquire new customers and retain current customers while also maximizingtheir return on marketing dollars spent. PeopleSoft Marketing provides a solid foundation forongoing relationship communications with robust dialog marketing functionality enablingcustomer-centric organizations to drive awareness, demand, loyalty, and revenue. Thissection includes highlights of planned investment to the Marketing solutions.

PeopleSoft CRM Marketing delivers enhancements in these areas:

Enhancements That Are Common to Multiple Marketing Applications

Event Management

Marketing

Online Marketing TeleSales

Enhancements That Are Common to MultipleMarketing Applications

Profile Enhancements

Profiles, the framework that enables extensibility of the customer data model, enable users tocapture additional attributes of individuals and organizations within PeopleSoft applicationsand to have those attributes leveraged throughout CRM to drive workflow and alerts, to

search for and identify individuals and organizations, and to personalize CorrespondenceManagement communications. Profiles are used extensively in Marketing. Within Marketing,they are used to build audiences, personalize Online Marketing web content and emailcommunications, and drive branching logic in multichannel campaigns and in dialogs, andthey are used within Online Marketing web pages and surveys to capture information aboutindividuals and organizations. This powerful profile framework has been enhanced to provideeven greater value and to increase usability in the following ways:

Profiles are displayed in alphabetical order and a search field is available forsearching the profile that the user wants to use.

Profiles can now be updated en masse. A new component (Manage Profile Updates)enables users to insert or update either single or multirow profiles for an individualbased on an audience. An example of this is sending brochures to a specific

audience as part of a marketing campaign and then updating a custom flag for all themembers of that audience to indicate that brochures have been sent. Thisfunctionality will also be available in CRM 9.0.



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Profiles are now easier to find when you select them as criteria to build audiences, insertthem as dynamic and personalized content in web and email communications, and performother tasks.

Event Management

PeopleSoft 9.1 introduces a new product, Event Management, which is a complete solution

for planning and running a wide range of virtual and in person events, from seminars, jobfairs, open houses and conferences to webinars. In addition, PeopleSoft Event Managementand Online Marketing provide a full-featured self-service solution supporting onlineregistration, venue capacity checking, wait listing, early bird pricing, and credit cardintegration.

PeopleSoft Event Management enables you to:

Manage event costs and ROI by reducing event support costs through automatedapproval workflow and online registration, wait listing, and credit card payments.

Access real-time updates of event information for accurate and timely responses.Event statuses (registered, waitlisted, declined) are updated in real time from the self-service pages for accurate communication to event participants.

Measure event success and drive follow-up actions: maximize event success byleveraging OLM surveys for retention, automated lead creation for recruiting, andOOTB metrics for event analysis.

PeopleSoft Event Management provides the tools you need to deliver successful events fromstart to finish, including:

Event planning



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Event invitation and registration

Analysis and follow-up

Event Planning

Marketers begin by establishing the event basics, such as the event name; important dates,such as the start, end, and RSVP date; venue and capacity; event owner; and whether theevent is private or public.

An event may be a part of a larger marketing campaign.

For example, a universitys undergraduate student recruiting campaign might include webadvertisements, multiple open house events, and postcards. Event Management enables youto link the event to a marketing campaign, specifically a roll-up program, so that the high-levelbudgets, costs, and metrics can be rolled up from all related programs and events and beviewed for the overall campaign.

Related Events

Additionally, any number of events that are related to this event can be linked, for example,an open house that is repeated on different days in different locations.



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The related events can be displayed as part of the self-registration process so thatparticipants can sign up for similar events if they are not able to register for this

particular event.

Financial Data

Financial data for the event can be defined, including budgets, planned and actual costs, andevent registration fees, including date-based pricing such as early bird pricing.

During the online self-registration process, the current price for the event is

determined in real time.

Event Approval

Once the high-level detail for an event (budget, venue, and so on) has been defined, theevent is submitted for approval before the rest of the event details are defined. The user cando this by setting the event status to In Review, which triggers an email or work list entry to

the event approver, who reviews the event and then sets the status to Approved.

Additional data that can be set up at the event level includes resources (such as projectorsand speakers), tasks, costs, notes and metrics.

Event Sessions

Marketers can also define multiple sessions for their events and a capacity and amountattended for each session.



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Specific costs, metrics, notes, team members, and resources can also be defined at

the session level, allowing for more detailed tracking of popular sessions.

Event Participants

Marketers can target their event to a specific list of participants. Event Management enablesyou to segment your prospect, customer, and employee data to build the right audience foryour event. You can build the participant list both from audiences and by manually addingparticipants with the system automatically de-duping the participants so that the eventinvitation is not sent to the same person twice.



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For each participant, all of the fields are initially blank until the Invitations are sent.

Event Invitation and Registration

Once your event is defined and approved, you can invite participants to attend your eventusing email, the web, or non-electronic channels such as postcards.

If you send the event invitation using email or the web, you can direct the recipient to an

online registration page where he can register, decline, be waitlisted, or sign up for a futureevent. The online responses automatically update the registration status for the recipientwithin PeopleSoft Event Management, and the response date and time are updated to helpdetermine who to remove from the waitlist once space becomes available.



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Once the event actually takes place, the attended or no show field can be updated and anynew prospects and leads added to the system.

Event Analysis and Follow-Up

Event Management provides a number of different metrics to help you analyze howsuccessful the event was in terms of revenue (for a fundraising event), leads and

opportunities generated (for a recruiting event), attendance rates (for a seminar), and more.You can convert event success to action, leveraging event participant lists for the automatedcreation of leads, telesales campaigns, and follow-up communications, as well as leveragingintegrated surveying tools of Online Marketing to survey invitees and attendees to identifyfuture event interest and improve events for the future.

The communications history of the event is also captured for both bulk emails and

print communication.

PeopleSoft Event Management provides a comprehensive solution for planning, invitation,carrying out, and analysis of events and provides a robust self-service offering that includescapacity checking, credit card integration, and real-time event pricing.

Marketing

Marketing is a modular product that provides segmentation, campaign management,resource management, and marketing analytics, which enable marketers to plan and carryout outbound and inbound marketing strategies.

For 9.1, the following enhancements are planned:

Audience Builder has been significantly enhanced for greater flexibility in building andmanaging audiences.

Audiences can be built based on criteria outside of the CRM database. PeopleToolstechnology called Query Access Services (QAS) enables users to use queries tobuild audiences based on any criteria in any PeopleSoft database, be it HCM, CS,FSCM, or ELM.

Individuals can be manually added to an audience, ensuring that even if they do notmeet your audience criteria, they can be included in that audience. All members

manually added or deleted from your audience are retained, even when the audienceis regenerated.

Managing membership of large audiences will be easier with the ability to search forspecific people within the audience. Users can be sure that specific people areincluded or removed from the audience.

Marketing Campaigns & Programs will be enhanced to improve usability and consistency ofuser experience with other PeopleSoft CRM applications. The following enhancements areplanned:



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You can record the program costs on the program page as opposed to having to dothat in the Cost Summary tab.

A new History page tracks field-level audits and email communications from thetransaction as interactions.

When printing correspondence as part of a marketing campaign, administrators now

can define a single print job as opposed to multiple print jobs. This is a benefit whenprinting 100 letters to 100 individuals and the print job is 100 pages. In a single print

job, the job will run without interruption from other print jobs. This enables a singlepreview experience as opposed to 100 previews, and simplifies stopping or cancelingthe print job.

The bulk Print Correspondence engine has been re-architected for improvedperformance to better meet the needs of marketing organizations that require large-volume printing. Print Correspondence is used for printing correspondence from theaudience or as an action in a multichannel campaign or in an Online Marketing dialog.

Notes and attachments have been added to the Campaign Activity level.

Online Marketing

Online Marketing provides interactive email and web marketing functionality for buildingongoing interactions that drive relationship communications and prospect qualification. In 9.1,we have built upon this foundation to improve application usability and enable organizationsto build email and web campaigns faster and cheaper and to deliver better results.

For 9.1, the following enhancements are planned:



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Dialog Designer will leverage the Adobe Flash plug-in for drag-and-drop creation ofdialog flows. IT will benefit from expanded platform support, as analysts will be ableto create dialogs using any PeopleTools-supported browser. This capability will alsobe available for Online Marketing 9.0.

The dialog recipients end-user experience will be improved by being able to limit thevalues on one drop-down field based on the value selected in another related field.

For example, when Country = US, the states drop-down will display only US states.

Users will find a more streamlined experience for Dialog Designer and DocumentDesigner with a reduction of clicks, page transfers, and data entry as well as moreintuitive navigation and enhanced search capability.

Users will be able to charge a credit card as part of the online dialog experience. Thiscould be used to register for paid events, accept donations, and more. Additionally,logical branching based upon the outcome of that charge attempt can ensure that theproper follow-up takes place, for example, if the charge fails to show a differentmessage than it would if it succeeded.

New custom actions are available in dialog designer, enabling users to furtherautomate dialogs and convert dialog response to actions, delivering a personalized

follow-up experience for each dialog recipient. New actions include the ability to:

Send an SMS message.

Create a lead.

Add the person to a TeleSales campaign.

Send print correspondence.

A dialog export tool with a simple user interface will allow for the responses of dialogsand surveys to be exported as XML. The XML can be easily imported into MicrosoftExcel, or any other tool that supports XML imports, for analysis and manipulation.This feature is also planned for 9.0.

System administrators of Online Marketing will sleep better at night with theavailability of web clustering of the Dialog Execution Server (DES), allowing failoverand load balancing for high-volume Online Marketing environments. This feature isalso planned for availability in CRM 9.0.



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A graphical Multichannel Campaign designer will enable users to build sophisticated,

event-based, multichannel campaigns with a drag-and-drop tool.

Campaigns can be automated to a greater degree through the definition of the conditions forwhich the campaign will advance and which action will be taken. Additional marketingcommunication channels supported in 9.1 include SMS and Print Correspondence, and theability to add an individual to a Telesales campaign.

TeleSales

TeleSales, formerly known as TeleMarketing, helps organizations create highly successfulmarketing campaigns over the phone. Marketers can manage the execution of outboundcampaigns, communication, and resources as part of a closed-loop process that begins withinitial planning and budgeting and extends to lead conversion, order capture, and ROIanalysis.

TeleSales has been enhanced to improve usability and consistency of user experience withother PeopleSoft CRM applications. Some of these usability enhancements include thefollowing:

The TeleSales object will be able to take advantage of the Display Templatefunctionality of CRM, enabling administrators to easily control the appearance andbehavior of the TeleSales component to meet specific business needs.

Administrators can control field visibility and field security and change field labels andsection labels.



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The TeleSales object will be able to take advantage of the Active AnalyticsFramework functionality of CRM, enabling a closed-loop decision-making system inwhich business-intelligent applications or transactions can respond when conditionsare met and specific actions are recommended.

Using the Active Analytics Framework, Offer Management can now be used inTeleSales, recommending to the sales person the right product or service to promote

and sell to the customer with whom he or she is interacting.

The TeleSales search screen will now use the Configurable Search functionality orCRM, enabling administrators to control the appearance and behavior of the searchpages and enabling users to personalize the appearance and behavior of searchpages. The search also includes the ability to search for TeleSales Prospect recordsbased upon the campaign activity.

TeleSales agent success will be improved with expanded visibility to criticalinformation about the prospect. Agents can preview profile information about thecustomer prior to making the call, giving them the information they need to have amore relevant conversation and be more effective.



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PeopleSoft CRM Sales and Order CaptureEnhancements

PeopleSoft Enterprise Sales Solutions helps organizations leverage the right solutions,channels, and resources to differentiate and win against the competition. Sales organizationscan maximize sales productivity by leveraging metrics-driven planning and compensationtools to motivate and track performance, increase operational efficiency and lower sellingcosts by integrating sales processes across the enterprise and extending your sales reachthrough partners.

PeopleSoft CRM Sales Solutions delivers enhancements in these areas:

Sales Mobility

Sales

Order Capture

Sales Mobility

To address the challenges of sales user adoption of sales applications, PeopleSoft CRMplans to provide PeopleSoft sales and contact management functionality on the handhelddevice with partner Antenna by delivering AMPower SALES for PeopleSoft CRM. Thissolution empowers sales representatives with the freedom to receive, retrieve, and enter vitalCRM information anywhere, anytime. Sales people spend less time on paperwork andadministrative tasks and focus more on profitable customer relationships.

Using AMPower SALES, sales representatives gain reliable, full-featured wireless access totheir PeopleSoft CRM system while they are on the move. Sales representatives can easily

and securely interact with critical customer and business information while in the field. Ready-to-deploy, out-of-the-box key functions mobilized by AMPower SALES include:

Account management

Contact management

Opportunity management

Lead management

Calendar management

Task management

Call report management

Designed with an intuitive, user-friendly interface, AMPower SALES incorporates powerfulfeatures that increase worker productivity and user adoption:

One-click calling/email.

Search information on the device and server.

Configurable timed login for easy access.



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Transparent over-the-air application deployment and updates.

Flexible and efficient refresh to minimize airtime costs.

This solution is offered by Oracle Partner, Antenna. Devices supported include RIMBlackBerry, Palm Treo and Windows Mobile. This offering is currently available forPeopleSoft CRM Sales 8.9 and 9.0 and will be available for 9.1.

Sales

To reproduce sales success, sales organizations are challenged to distill sales process bestpractices through the sales force. Additionally, sales people often do not have the customerinsight they need when selling to convert prospect interest into a successful sale. In addition,because of the dynamic and changing nature of sales organizations, sales management andadministration need sales tools that provide the flexibility to quickly respond to changes in thesales organization territories and assignments, and for those changes to be immediatelyreflected in sales automation processes.

Enhancements to Sales in 9.1 focus on improving sales representative effectiveness in leadand opportunity management, and giving managers and administrators better tools for lead

and opportunity assignment and reassignment management. These enhancements are in thefollowing areas:

Lead and opportunity management

Lead and opportunity assignment

Other sales enhancements

Lead and Opportunity Management

Sales representatives can be guided through sales process best practices, task by task, withenhanced Task Management. On the Lead and Opportunity, the creation of predefined tasks,or Task Group Templates, can either be manually selected or be automated based on any

criteria, such as the stage in the Opportunity sales process or Lead status, Lead rating, orLead source ensuring that the sales representative takes the right action given the specificcircumstances. Tasks that are populated can be preassigned to an individual or assigned tothe sales user at the moment that the tasks are created on the Lead or Opportunity.

Additionally, task due dates and durations can be preassigned. For example, if the Leadstatus is changed to Accepted, a task group can populate two tasks: one can be assigned tothe sales person, start immediately, and be due in five days, and the second can be assignedto a sales manager, begin in five days, and be due one day later.



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The task page on the Lead and Opportunity has a new option to select a task group

template.

Nontechnical sales administrators can easily create and set up task group templates and theconditions when the task group will be automatically entered into the Sales Lead andOpportunity, using the Active Analytics Framework. A new action was added for Sales Task,which prompts the administrator to choose which task group template should be populatedwhen certain conditions are true. For building conditions, new terms were added to the datalibrary to enable the task group to be instantiated based on the Opportunity sales stage.

With greater visibility to customer and prospect information, sales representatives can sell

smarter. Using existing functionality called profiles to configurably extend the customer datamodel, you can capture additional information about your customers and prospects usingsurveys or various CRM touch points. The customer information that is captured in profiles inCRM 9.1 can be displayed on the Sales Lead and Opportunity within the new More Info tab,providing sales representatives the customer or prospect insight needed to sell moreeffectively.



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The lead and opportunity More Info page enables sales people to view or capture

additional information about the customer.

Lead and Opportunity Assignment

Sales managers and administrators will have greater flexibility and will be more efficient whenreassigning sales activities (accounts, leads, and opportunities) en masse from one salesrepresentative (rep) or territory to another. The existing Reassign Sales Activities tool will beenhanced to enable you to:

Search for all activities in one territory and update the activity assignment to a newterritory. When reassigning activities to the new territory, you can either keep theexisting assigned rep or select a rep in the new territory. This gives salesmanagement the flexibility to keep existing sales people assigned to importantaccounts as needed after a sales organization change.

Reassign sales activities from multiple reps to multiple reps.

Search for leads that require reassignment based on Date Created range, Date LastModified range, and Lead Status.

Search for opportunities that require reassignment based on Date Created range,Date Last Modified range, Estimated Close Date range, and Opportunity Status.



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Sales administrators can use more granular criteria to identify the specific leads and

opportunities that require reassignment.



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Sales administrators can select one or more sales reps to assign sales activities from

and to, reassign unassigned sales activities, or reassign to the same rep or different

rep but preserve the current territory.

The options for handling unassigned Leads and Opportunities will also be expanded. Inaddition to the existing capability for the sales administrator to reassign only unassignedactivities, the administrator could also choose to reassign unassigned activities along with the

chosen reps activity. For example, the sales administrator can reassign all unassignedactivities in a territory to a sales rep named Bob as well as reassign to Bob all activities thatwere assigned to Joan in a single step. Combining two steps into one reduces the salesadministrative burden.

The logic that is used to automatically assign a Lead or Opportunity to a sales rep will beenhanced to provide the option to auto-assign to the account owner first and, if no accountowner exists, to then assign based on sales territory. This logic can be easily configured bythe sales administrator and will be evaluated whenever the auto-assignment logic is invoked.

Other Sales Enhancements

To simplify application configuration of the user interface for the sales Lead and Opportunity,the information on the summary pages will be hidden when the corresponding sections withinthe detail pages are hidden using Display Templates.

Order Capture

Enhancements to Order Capture in 9.1 focus on expanded pricing rule capabilities andflexibility to enable sales organizations to price products in ways that can differentiate themfrom other industry competitors and to simplify Order Capture processes.

The enhancements are in the following areas:



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Enterprise Pricer integration

Enhancement for recurring price rules

Service Management improvement

Advanced Configurator support for BEA Weblogic 10.3

Credit card integration

Warranty and agreement

Bulk change

Enterprise Pricer Integration

The Enterprise Pricer is a common component shared between CRM and PeopleSoft SupplyChain Management (SCM) for the purpose of quote and order pricing. CRM expands itsuptake of Enterprise Pricer capabilities in the areas of price rules, arbitration plans, andenhancements to price lists and pricing dates functionality.

Organizations will have far greater flexibility to define price rules and arbitration plans, better

meeting their business needs with the following enhanced capabilities:

Expanded Price Rule Capability A few examples include the ability to define pricerules for one-time use, basket pricing, buy one get one, mutually exclusive price rules,and caps on price adjustments, and supporting compound pricing formulas and theability to use a mathematical expression to determine the price.

Enhanced Arbitration Plans Including the definition and use of rounding rules andthe ability to configure arbitration plan decision points.

Greater Price List Flexibility Allows setup of list prices that are different based onthe quantity ordered and the ability to define zero prices.

Price based on Pricing Dates The ability to configure pricing based on any date

fields that are found on the order and to reprice an order based on an as of date.

Enhancement for Recurring Price Rules

Existing recurring price rule capability is improved to benefit organizations that sellsubscription-based products or services with specific frequencies. Additionally, allnonrecurring pricing capabilities available in 9.1 will be available for recurring pricing.

Administrators will be able to update a price list and price rules for recurring pricing.

Service Management Improvement

Enhanced functionality in Service Management will support updating of billing accountnumbers and billing contacts for multiple installed services and products at once. This will

support the scenario in business-to-business sales in which changing billing contactinformation is necessary for all accounts associated with a company after a billingadministrator is no longer in that role.

Advanced Configurator Support for BEA Weblogic 10.3

CRM Order Capture application is integrated with the Advanced Configurator, which nowsupports BEA WebLogic 10.3.



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Credit Card Integration

The various CRM payment transactional entry points are enhanced to accept the credit cardverification number, and its validation is now included as a part of the payment authorizationprocess. In situations in which the card data is accepted but not immediately authorized, theverification number is stored temporarily in an encrypted format in complete compliance with

PCI Data Security Standard. Once the card has been authorized (pass or fail), the verificationnumber is deleted from the system. The confidential and private verification number is alsoremoved in case a customer order is either canceled or expired.

To ensure confidentiality of this secured data, the display of the verification number is fullymasked with X characters until the value is deleted after authorization.

The following credit card entry points have been updated:

Installation Options New option to indicate whether the credit card verificationnumber is required system-wide. If the number is required, edit checking occurs atentry points to display an error message if the value is not entered. The VerificationNumber entry field always appears regardless of this setting.

Order Capture Employee-facing entry

Order Capture Self Service Customer-facing entry

Service Order and Service Agreements

Support Case

Prepaid Accounts For purchase of prepaid minutes using a credit card

Credit Card Test Harness

Credit Card History An indicator was added to show whether a verification numberwas included in the transaction for reporting and data-mining purposes.

Authorizations that include a verification number have lower service fees than thosewithout, and this data may be useful to customers.

The Recurring Billing Summary section within the PeopleSoft Order Captureapplication page displays the new credit card verification number masked with Xcharacters.

Warranty and Agreement

Order Entry will continue to provide ability to create and attach a warranty for the products inthe Telecommunication vertical.

Prior to CRM 9.1, agreements were enabled for Telecom orders only through businessprojects, which perform the background order processing. With the availability of BPELintegration, a web service used by the TelcoNewOrder has been modified to allow addingand processing of agreements for orders specific to the telecommunication industry.Bulk Change

In CRM 9.1, the existing feature has been enhanced to allow changing the account numberand the contact information in Installed Products in a bulk. To facilitate this functionality, theexisting business project for Change Action in Service Management has been modified tosupport the change in the implementation of service phone number. Additionally, a changehas been made to enable the service phone number, on the order line, as an attribute.



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PeopleSoft CRM Service and Multichannel

CommunicationsWhoever your customers are, be they students, employees, partners, or those who buy yourproducts or services, the PeopleSoft CRM Service solutions provide the tools yourorganization needs to more cost-effectively provide superior multichannel service to yourcustomers, turning your contact center into a customer retention and profit center. Thissection includes highlights of planned investment to the PeopleSoft Enterprise Service andMulti-Channel Solutions.

PeopleSoft CRM 9.1 Service and Multichannel Communications deliver enhancements inthese areas:

Case Management

Case Configuration

Knowledge Management

HelpDesk and Change Management

Email Response Management System (ERMS)

Case Management

Case Management encompasses the capabilities that enable the creation, management, andresolution of customer inquiries. Enhancements to Case Management in 9.1 focus onincreasing agent productivity and contact center efficiency and improving SLA adherence.Investments in knowledge management, included in this release value proposition, will alsopositively impact the user experience and case resolution accuracy.

Global and Duplicate Case Alerting

A key challenge in contact centers today is to make service interactions as efficient aspossible. Too often service agents are unaware that another agent is already working on acustomer case, or are unaware of widespread global issues that may be affecting thecustomer. This lack of awareness of duplicate or global issues that are already being handledby another agent creates unnecessary redundancy and undermines contact center efficiency.

To prevent the creation of duplicate cases and to alert agents to widespread or global serviceissues that might affect their customers, new functionality is planned to alert agents duringthe customer service interaction if the customers issue may be related to a global issue or ifit may be a duplicate of a case that already exists. With this functionality, contact centers can

more proactively handle and react to global and duplicate issues, answer shopping isreduced, and productivity is improved by ensuring that only one agent is working the issue onbehalf of many.



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On the 360-Degree View, agents can view all current global issues that are known to affectthe customer, and they also can view all global issues that may affect the customer. Forthose global issues that may affect the customer, the system matches the products that thecustomer has installed to the product that is associated with the global issue (global issuesare denoted by selection of the Global check box on the case) and displays those globalissues with a match in the 360-Degree View global cases node. Additionally, for global casesthat are not product-relatedfor example, HelpDesk for Human Resources usage when apayroll error has occurredall open global issues appear in the global issues node for theemployee.

If it is determined that the global case is indeed the issue that affects the customer, the agentcan simply select the global case and with the click of a button have a new case for thecustomer automatically created and associated as a child with the global case. Alternatively,the agent can choose to add the customer as in interested party to the existing global case.

On the case, a more sophisticated search match can be invoked to identify global orduplicate cases that match the information entered in the customers case and alert the agentin a user-friendly pop-up message. A relevancy match score is displayed for each globalduplicate match if the match rules are configured to search based upon a keyword match onthe case subject.

The pop-up message displays the case match results.

You can build your global or duplicate case match rules specific to various business units andprovider groups. Match rule options are quite flexible and can be based upon:

Verity keyword on case subject and the ability to specify a minimum match score

Incident location (address and intersection)

Customer (company, contact, site, region)

Employee (employeeID, department, location)

Product (product, serial, asset tag)

Case information (case type, subtype, category, specialty type, detail, provider group)



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Additionally, a filter can be placed on the match rule to ensure that only cases of a certainstatus and created for a specific period of time are evaluated in the match. For example, aglobal match rule filter may filter in cases that have the global flag set with a status of Openthat were created in the last month.

Similar to the alerting process on the 360-Degree View, the agent can select the global orduplicate case and with the click of a button have a new case for the customer automatically

created and associated as a child with the global or duplicate case.

The new global and duplicate match functionality leverages existing functionality that willstreamline the case closure process such that when the global or duplicate case is closed, allrelated cases are automatically closed and customers are notified with the details.

In addition to the proactive alerting that occurs on the Case and 360-Degree View, agentsand managers can search for global and duplicate cases using the case search functionality.The case search has been enhanced by the addition of search fields for the global case,relationship type, and relationship. This will enable agents to do searches such as all casescreated today that are children of a global case or all cases that have been identified asduplicates this week.

Case Reassignment and SLA Usage Monitoring

In the best of contact centers, maybe 80% of customer inquiries are resolved on firstcontactthe person who picks up the phone, reads the email, or opens the case created inself-service is the same person who resolves the inquiry. The other 20% of the time, it maybe required that the case be reassigned one or more times, or it could be escalated. It isimportant as the case is reassigned, that accountability for meeting the customer-committedservice level agreement (SLA) be enforced and that each person understand the role theyhave played in meeting or breaking the SLA commitment. When you can track SLA usage atthe agent level, contact centers can understand where the SLA commitment bottlenecks areand be better positioned to act to improve SLA adherence.

With this new feature, agents and managers can identify which provider groups andindividuals have been assigned to the case and whether they have contributed to theresolution of the case within the customer-committed service-level agreement. Each time the

case is assigned, the assigned agent and provider group reassignment date and time is time-stamped and the duration of time assigned is tracked. Additionally, the percentage of the SLAthat has been used by that agent or provider group is calculated. An assignment trackingsection on the case displays this information, making all agents, provider groups, and theirmanagers aware of how much time and SLA each assignee has used, increasingaccountability through the reassignment process.



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Management can be alerted to missed SLA commitments and bottlenecks.

Case administrators can build workflow notifications that leverage the historical assignmentdata, duration of assignment, and SLA consumed to notify managers and interested parties ifan SLA commitment might be or is missed. Reports can be built leveraging PSQuery that willidentify provider groups and agents who are meeting their throughput goals and where thebottlenecks are.

Additionally, the case search has been enhanced, enabling agents to search for all casesthey have been previously assigned.

Guided Case Resolution with Task Management

It is important that agents in the contact center follow best practices, policies, and procedureswhen interacting with customers. If an agent is guided through the process, you can beassured that customer interaction and issue resolution procedures and best practices arebeing adhered to. New task management functionality for the contact center can provide thisguidance to your agents.

Agents can be guided through case resolution, task by task, with enhanced TaskManagement. On the case, the creation of predefined tasks, or task group templates, can beeither manually or automatically initiated. Agents can manually select the task group templatefrom a dropdown list box, which will populate one or more predefined tasks. Tasks that arepopulated can be preassigned to an individual or assigned to the agent at the moment thatthe tasks are created on the case. Additionally, task due dates and durations can bepreassigned. For example, if the agent selects a task group template of Customer Complaint,

two tasks could be populated. The first task could be Check customer complaint casehistory and could be assigned to a customer satisfaction specialist with an immediate startdate and a due date of five days later. The second task could be to Investigate customercomplaint and could be assigned to a contact center manager with a start date with a delayof five days and a due date of one day later.



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The task page on the case has a new option to select a task group template.

Nontechnical administrators can easily create and set up task group templates, enabling your

contact center to rapidly adjust to changes to policy and create new task groups quickly and

easily.

Other Service Enhancements

The HelpDesk for Human Resources, HelpDesk, and Support applications will also see user-experience and functional improvements from the following enhancements:

Case Notes will leverage the PeopleTools 8.50 rich-text editor, enabling agents to

compose formatted notes including images, hyperlinks, and more. Users can alsofilter their case notes based on note type.

The Case Quick Code, which is a productivity feature that prepopulates the casebased on the customer inquiry, will be able to prepopulate a solution and solutionstatus on a case. This change will make quick case resolution even faster for agents,bypassing the need to search for solutions and resolving and closing the case with asingle click of the Save button.

A new 360-Degree View button will be added to the toolbar, which transfers theagent to the 360-Degree View search rather than returning to the 360-Degree Viewfor the customer identified on the case. The agents choose this button to transferdirectly to the 360-Degree View search screen so that they can take the next call,reducing a click and saving time.

Case Configuration

To respond quickly to the software changes required to meet the needs of your business, it isimportant that the software be easily configurable by a nontechnical user. PeopleSoft CRMhas invested heavily over the years in making our applications more configurable, and in the9.1 release we invested in making the administration pages used for configuring theapplications easier to use.



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Administrators can edit the Category, Type, and Detail combination inline within the

CTD combination page.

Additionally, the user experience for creating and managing the CTD values and CTDcombinations has been redesigned to reduce data entry, clicks, and page transfers.

Administrators can update CTD combinations en masse, or one at a time. Updates en masseinclude the ability to copy (clone), update start date, inactivate, reactivate, and delete. The

ability to copy and modify an existing CTD combination simplifies the creation of newcombinations that are similar to existing combinations. For example, if you have an existingcombination of Payroll/ Paycheck/ General Inquiry and you want to create a new combinationof Payroll/ Paycheck/ Paycheck Error, you can copy the existing combination and simplychange the Detail value.

The redesign also improves usability of searching, enabling administrators to quickly find theCTD values and combinations they are looking for.



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Knowledge Management

Ease of use, relevant content, and accurate search results are critical to the success ofknowledge management in todays contact center. To address these needs, enhancementsto CRM 9.1 such as rich-text knowledge base solution content, solution security, andsearching of solution attachments provide increased search accuracy and relevancy benefitsfor both self-service and

Documents

PeopleSoft Enterprise CRM 9.1 Release Value Proposition.pdf