Professional Documents
Culture Documents
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Contributors: Teams from Oracle Application Strategy, Application & Industry Marketing, Product Documentation 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 Customer Relationship Management 9.1 release. It is intended solely to help you assess the business benefits of upgrading to PeopleSoft Enterprise Customer Relationship Management 9.1 and to plan your I.T. projects. Disclaimer This document in any form, software or printed matter, contains proprietary information that is the exclusive property of Oracle. Your access to and use of this confidential material is subject to the terms and conditions of your Oracle software license and service agreement, which has been executed and with which you agree to comply. This document and information contained herein may not be disclosed, copied, reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This document is not part of your license agreement nor can it be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates. This document is for informational purposes only and is intended solely to assist you in planning for the implementation and upgrade of the product features described. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described in this document remains at the sole discretion of Oracle. Due to the nature of the product architecture, it may not be possible to safely include all features described in this document without risking significant destabilization of the code. This documentation is in prerelease status and is intended for demonstration and preliminary use only. It may not be specific to the hardware on which you are using the software. Oracle Corporation and its affiliates are not responsible for and expressly disclaim all warranties of any kind with respect to this documentation and will not be responsible for any loss, costs, or damages incurred due to the use of this documentation. Restricted Rights Notice If this software or related documentation is delivered to the U.S. Government or anyone licensing it on behalf of the U.S. Government, the following notice is applicable: U.S. GOVERNMENT RIGHTS Programs, software, databases, and related documentation and technical data delivered to U.S. Government customers are commercial computer software or commercial technical data pursuant to the applicable Federal Acquisition Regulation and agency-specific supplemental regulations. As such, the use, duplication, disclosure, modification, and adaptation shall be subject to the restrictions and license terms set forth in the applicable Government contract, and, to the extent applicable by the terms of the Government contract, the additional rights set forth in FAR 52.227-19, Commercial Computer Software License (December 2007). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065. Third Party Content, Products, and Services Disclaimer This software and documentation may provide access to or information on content, products and services from third parties. Oracle Corporation and its affiliates are not responsible for and expressly disclaim all warranties of any kind with respect to third party content, products and services. Oracle Corporation and its affiliates will not be responsible for any loss, costs, or damages incurred due to your access to or use of third party content, products or services. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Lead and Opportunity Assignment ............................................................................... 35 Order Capture ..................................................................................................................37 Enterprise Pricer Integration ......................................................................................... 38 Enhancement for Recurring Price Rules ...................................................................... 38 Service Management Improvement.............................................................................. 38 Advanced 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.................................................................................................. 47 HelpDesk 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
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Application Integration Framework................................................................................... 84 Approval Framework ........................................................................................................ 84 Desktop Integration .......................................................................................................... 85 Events and Warnings ....................................................................................................... 85 Upgrade Framework......................................................................................................... 86 Enhanced Product Information ............................................................................................ 87 New Information Portal..................................................................................................... 87 PeopleBook Improvements .............................................................................................. 87 Researching PeopleBooks ............................................................................................... 88 User Productivity Kits (UPK) ............................................................................................ 88
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Introduction
Purpose of This Document
This document provides an overview of the value proposition that is associated with the new features and enhancements that are planned for PeopleSoft Enterprise Customer Relationship Management (CRM) 9.1. It is a roadmap that is intended to help you assess the business benefits of 9.1 and plan your information technology (IT) projects and investments. The new features and enhancements that are included in this release are grouped according to functional area to demonstrate how solutions can help you optimize your business. Our goal is to ensure that you leverage technology to its fullest to increase the efficiency and effectiveness of your operations. Please note that the final release may not have every feature discussed in this document, and a specific feature may become part of a different application or have a product name that is different from those cited in this document. The PeopleSoft CRM 9.1 Release Value Proposition describes enhancements in the following 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 Audience
This document was created for executives, CRM managers, training department managers, and training administrators for the evaluation and planning of a new purchase or an upgrade to PeopleSoft Customer Relationship Management 9.1.
Related Resources
This section discusses publications that provide in-depth technical and functional information that is available at the time of publication. In many cases, the content in this document may have originated in the documents referenced below.
Statement of Direction
The statement of direction identifies major enhancements and articulates the expected business benefit. To navigate on My Oracle Support: Resource Navigation
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Statement of Direction
My Oracle Support > Knowledge search for PeopleSoft Enterprise CRM 9.1 Statement of Direction (Doc ID 812274.1)
Prerelease Notes
Prerelease notes provide more functional and technical details than the release value proposition. This document describes how each enhancement functions within the context of the greater business process. This added level of detail should enable project teams to answer the following questions: What out-of-the-box functionality will change? What customizations may be affected? How will an upgrade or new implementation affect other systems? How will these changes affect the organization?
After the project team has reviewed and analyzed the prerelease notes, business decision makers should be in the position to determine whether to allocate budget and initiate implementation plans. PreRelease Notes PreRelease Notes Navigation 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 the release. The release notes discuss the features and enhancements that are available with the GA release of each product, describing the finalized functional and technical details that will enable project teams to confirm budgets and complete implementation plans.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Navigation My Oracle Support > Knowledge search for PeopleSoft Enterprise CRM 9.1 Release Notes
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Additional Resources
Oracle offers many additional resources that will help your organization determine the effects of upgrading to this release. Visit the My Oracle Support website frequently to keep apprised of ongoing changes. Below is a list of the types of resources that are available on My Oracle Support: Upgrade paths Training opportunities Consulting readiness Business process maps Integration resources Data models Installation guides Upgrade guides
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Executive Summary
Organizations today are facing unique challenges that they have never faced before. They are under growing pressure to produce better results at a time when budget, personnel, and other critical resources are limited. Cutting costs is a priority. Users are more sophisticated. Upgrades are no longer a given. Collaboration using Web 2.0 tools is wanted. The economy is uncertain. Needless to say, success in this environment can be challenging. The challenges organizations are facing differ even within a single company. Different constituents within an organization have different needs. The direction for PeopleSoft applications strategy is to address the unique needs of three key constituencies: end users, lines of business (LOBs), and IT. End Users The end user is the constituency that has changed the most in the last decade. Generation Y end users have grown up on the Internet and understand how technology works, how easy it should be to use, and how empowering it can be. Because they are so knowledgeable and open to technology, they help drive the adoption of technology in their companies. To build solutions with end users in mind, more application interactivity and Web 2.0 collaborative tools are required. Interactivity such as drag and drop, partial page refresh, modal search windows, simpler navigations, and collaborative tools such as workgroups, forums, tagging, and wikis will be made possible with PeopleTools 8.50. Oracle strives to enable native work environments of end users so that they can act on PeopleSoft information without always being in a PeopleSoft screen. For example, PeopleSoft CRM 9.1 plans to deliver RSS-enablement of the CRM worklist, and organizations can further obtain any PeopleSoft information as a feed, enabling users to subscribe to this information in their native web browsers or in Microsoft Outlook. User adoption of software applications continues to be a challenge, and with tech-savvy end users, application usability is more and more critical. PeopleSoft CRM 9.1 will focus on user experience, streamlining, and redesign of the application user interface where needed to reduce clicks and page transfers, making completion of tasks simpler for end users. Lines of Business The lines of business (LOBs) such as sales, customer service, marketing, and human resources need software to run their business functions and processes. In the past, the LOBs were content with software that was 6070 percent complete, customizing the rest to their specific needs. That has changed. Now they want applications that are functionally complete for both their unique business processes and their specific industries. For example, a Higher Education professional who is managing recruiting wants a recruiting solution that manages all aspects of his job based on how his industry operates not a partial solution that needs to be customized. In PeopleSoft 9.1, we are focusing on delivering solutions that are functionally complete, including functional enhancements to Marketing, Sales, and Service that benefit all industries. Additionally, industry-specific investment for Higher Education and Communications will deliver a better out-of-the-box fit. CRM 9.1 will also deliver new products and capabilities to address the unique needs of HR.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
IT The third constituency is IT. In the past, Oracle has delivered technology to IT enabling them to build and integrate new products. IT customers, the LOBs, and end users are demanding the delivery of new capabilities and functionality faster. IT needs the ability to deploy integration and new capabilities easier and cheaper to meet this demand. IT knows that if their customers are not satisfied, they can go to the open market and circumvent both Oracle and the IT departmentsin the end increasing the cost to their organization. In the 9.1 release, Oracle delivers technology and applications to help IT deliver on their customers demands. In an effort to reduce the need for customization to do things such as tailor the user interface, build workflow, and modify application behavior to better suit the needs of the business, PeopleSoft software continues to enable greater application configuration. Application responsiveness and system performance is critical to the success of a CRM solution. Poor system performance can negatively affect user adoption and customer satisfaction and is a strain on IT resources and budgets. Oracle strives to improve performance of our applications, and in PeopleSoft CRM 9.1, a heightened focus and investment is planned to improve system performance. Finally, Oracle will continue to invest in the application life-cycle management tools, which enable IT to manage patches and upgrades more effectively. Users will be able to compare a customized version of the product to the new version, isolate the changes, and move them to the new platform or version. With these tools, IT can reduce the costs of maintaining applications, which is another example of Oracle helping IT address the needs of their internal stakeholders more quickly and at a lower cost.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
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 throughout CRM transactional pages have been consolidated, resulting in a new, streamlined Outbound Notifications page used to centralize composing of email communications and worklist notifications without redundant functionality.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
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 a CRM transaction. Worklists are used to send communications only to internal recipients such as the worker, provider group, or sales team whereas email is used to send notifications to both internal and external recipients such as customer contacts and individual consumers. Compose rich-text, formatted email messages with a rich-text editor. Select correspondence templates to compose predefined email message content with dynamic merged content. Merged content can include transaction data (such as Case Summary and Order Status) and recipient data. Reply to an existing 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 the Calendar View has been greatly expanded. The new enhancements enable users to delegate tasks to others and to assign tasks to provider groups, and the My Tasks user interface has been redesigned.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Some of the enhancements to the My Tasks user interface include: New folder structure to group and organize tasks. Enhanced search leveraging the CRM configurable search to find the tasks that the user is looking for. A new Group task folder for all tasks assigned to provider groups for which the user is a member. A new Delegated folder to contain all tasks that have been delegated to the user.
The My Tasks user interface has been redesigned with a similar look and feel to My Worklist.
Enhancements in CRM 9.1 Task Management for task delegation: Enable 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.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
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 can view the tasks delegated to them or tasks delegated to a group they belong to from
My Tasks or My Calendar. Additionally, a supervisor can see the tasks delegated to direct reports from My Tasks. Delegates can update tasks based on the privileges provided by the delegator (if the Read Only check box is not selected). Enhancements in CRM 9.1 Task Management for provider group assignment enable users to: Assign tasks to provider groups, enabling organizations to distribute those tasks among individuals within that group. Allow the members of a provider group to view all tasks associated with the provider group, regardless of individual task ownership, via the Groups folder in My Tasks. Configure whether the task displays the Provider Group assignment field. This configuration can be done by an administrator in the Task Type setup pages.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Worklist
In a collaborative environment in which responses to customer or peer inquiries are critical to the success of the support center, users should be able to delegate worklist items to other peers to balance workloads of internal agents. Allowing worklist access to be delegated to others solves the problem of managing and reassigning users assigned work when they are out of the office. Individuals and their supervisors can delegate access to their worklist items to other individuals or worklist groups, granting varying levels of access (read-only or update) for specified periods of time. 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. This configuration 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 of his direct report, Terry Murphy, for the period of 06/05/2009 to 06/30/2009. Burt Lee is also delegating the group worklist Appliances_Western access to Zack 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.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
The new enhanced capability of Worklist in CRM 9.1 enables users to specify other users who can access their personal worklist.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
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 Worklist details 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, the user will need to authenticate his or her identity with a PeopleSoft user login and password to drill down to the detail CRM transaction.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Atom 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 new enhancement that captures the Credit Card Verification (CCV) number only long enough to retrieve the transaction ID from the verification system and then releases the CCV data from the system without creating vulnerability of exposing such confidential data to an unintended user. The new CCV integration in CRM 9.1 correctly complies with section 3.2.2 of the PCI Data Security Standards version 1.22, which provides guidelines for the credit card validation code. Section 3.2.2 instructs online transaction processing (OLTP) applications not to store sensitive credit card authentication code or value (three-digit or four-digit number printed on the front or back of a payment card) subsequent to authorization even if the data is encrypted.
2
PCI Data Security Standard (DSS) Version 1.2, The Payment Card Industry Security Standards Council, Retrieved from https://www.pcisecuritystandards.org/security_standards/pci_dss_download.html.
Product Management
Oracle introduced in CRM 8.9 display templates, which enables a functional administrative user to configure the user interface of application pages and enables field level security. Over the years, more and more objects in CRM have been display template-enabled, meaning that they can be configured by means of the display template framework. In CRM 9.1, the object that represents the installed product, installed asset, installed service, and installed agreement will be display-template-enabled. This will enable administrators to configure 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 adequate functionality for modeling simple installation of hardware products; however, additional fields and information are required to track services; software components; network hubs, links, and trunks; servers and grids, and other ancillary objects. To facilitate more complex configuration management without having to integrate with a third-party solution, customers need a mechanism to define product-related attributes so that they can better track installed products based on their asset type. For example, if a user had defined an installed asset type of Hardware, there would be a single product-installed page. However, if the installed asset type were a service, then the user would be presented with a different template layout with additional data fields to allow capturing of corresponding data and attributes to keep track of an expanded level of information. Display template-enabled enhancements include the ability to: Configure fields, sections, and pages to be visible in the installed product, asset, service, and agreements pages for corresponding setID. Change labels on fields, sections, and tabs within sections. Create a new display template for the installed product, asset, service, or agreement object and associate it with the corresponding setlD and product type.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Introduction of Product Group to Installed Product, Asset, or Service Page To allow one or more products for installed assets, the corresponding pages now include the new Product Group field. Additionally, the Product Group and Status fields will be added to the configurable search pages for the installed product, asset, or service to facilitate effective searching 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 in the installed product, asset, or service the: Service management order ID and its details Interaction history Asset owner and contact of the asset owner
Additionally, users will be able to search for installed assets by the asset owner in the Installed Assets configurable search page.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
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 industryspecific business requirements, PeopleSoft CRM has leveraged Service-oriented Architecture (SOA) to deliver web services. Building upon the foundation of web services delivered in CRM 9.0, CRM 9.1 enables greater ease of integration with the delivery of additional web services, exposing CRM functionality externally to web service consumers. A set of new web services is 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)
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Create a new person as a consumer (with or without additional attributes) Create a new site (with or without additional attributes)
PeopleSoft CRM Customer Data Model (CDM): Relationship Association Operations: Associate an existing Contact with an existing Customer (Company or Consumer) Associate an existing Contact to an existing Site Associate an existing Person as an Account Team member to a Customer (Company or Consumer)
PeopleSoft CRM CDM: Customer Update Operations: Update a companys header information Update a consumers header information Activate a customer Inactivate a customer
PeopleSoft CRM CDM: Contact Method Retrieval Enhancements Operations: Retrieve a context-specific contact method for a given business object, role, or relationship
PeopleSoft CRM Marketing and Online Marketing Operations: Generate an audience Retrieve the generated results list of an audience Update an audience header information Search for audiences
PeopleSoft CRM Sales Operations: Update a lead header information Update an opportunity header information
PeopleSoft CRM Interaction Management Operations: Create an Interaction for a customer, contact, or partner along with a note subinteraction
PeopleSoft CRM Wealth Management Operations: Create an at-risk record for a Wealth Management client
Performance
Application responsiveness and system performance are critical to the success of any CRM adoption and implementation. Poor system performance can negatively affect user adoption and customer satisfaction and is a strain on IT resources and budgets. Oracle strives to achieve optimal performance for their applications, and in PeopleSoft CRM 9.1, a significant investment has been made in the core areas to ensure that applications are delivering intended functionalities at their optimal performance. A white paper will be made available to customers describing the performance investment made in PeopleSoft CRM 9.1.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Profiles are now easier to find when you select them as criteria to build audiences, insert them as dynamic and personalized content in web and email communications, and perform other tasks.
Event Management
PeopleSoft 9.1 introduces a new product, Event Management, which is a complete solution for planning and running a wide range of virtual and in person events, from seminars, job fairs, open houses and conferences to webinars. In addition, PeopleSoft Event Management and Online Marketing provide a full-featured self-service solution supporting online registration, venue capacity checking, wait listing, early bird pricing, and credit card integration. PeopleSoft Event Management enables you to: Manage event costs and ROI by reducing event support costs through automated approval workflow and online registration, wait listing, and credit card payments. Access real-time updates of event information for accurate and timely responses. Event statuses (registered, waitlisted, declined) are updated in real time from the selfservice pages for accurate communication to event participants. Measure event success and drive follow-up actions: maximize event success by leveraging OLM surveys for retention, automated lead creation for recruiting, and OOTB metrics for event analysis.
PeopleSoft Event Management provides the tools you need to deliver successful events from start to finish, including: Event planning
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Event Planning
Marketers begin by establishing the event basics, such as the event name; important dates, such as the start, end, and RSVP date; venue and capacity; event owner; and whether the event is private or public.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
The related events can be displayed as part of the self-registration process so that participants can sign up for similar events if they are not able to register for this particular event.
Financial Data Financial data for the event can be defined, including budgets, planned and actual costs, and event registration fees, including date-based pricing such as early bird pricing.
During the online self-registration process, the current price for the event is determined in real time.
Event Approval Once the high-level detail for an event (budget, venue, and so on) has been defined, the event is submitted for approval before the rest of the event details are defined. The user can do this by setting the event status to In Review, which triggers an 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 projectors and speakers), tasks, costs, notes and metrics. Event Sessions Marketers can also define multiple sessions for their events and a capacity and amount attended for each session.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Specific costs, metrics, notes, team members, and resources can also be defined at the session level, allowing for more detailed tracking of popular sessions.
Event Participants Marketers can target their event to a specific list of participants. Event Management enables you to segment your prospect, customer, and employee data to build the right audience for your event. You can build the participant list both from audiences and by manually adding participants with the system automatically de-duping the participants so that the event invitation is not sent to the same person twice.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
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 event using 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 future event. The online responses automatically update the registration status for the recipient within PeopleSoft Event Management, and the response date and time are updated to help determine who to remove from the waitlist once space becomes available.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Organizations can build their own html registration page that automatically updates the event.
Event Management determines the event price in real time and can take credit card payments (for event registration or donations) and display the payment transaction history. Related events can be displayed as part of the self-registration process so that participants can sign up for similar events if they are not able to register for this particular event or if the capacity for this event is exceeded. As the responses are updated automatically, marketers can view in real time all the participants and their current response status for the event. Additionally, they can view the participant counts on the initial page.
This section gives an aggregate view of the individual participant rows and shows how many seats are still available for the event.
PeopleSoft 9.1 Events Management also supports SMS, which can be used for event reminders, event directions, venue changes, and so on.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Once the event actually takes place, the attended or no show field can be updated and any new prospects and leads added to the system. Event Analysis and Follow-Up Event Management provides a number of different metrics to help you analyze how successful the event was in terms of revenue (for a fundraising event), leads and opportunities generated (for a recruiting event), attendance rates (for a seminar), and more. You can convert event success to action, leveraging event participant lists for the automated creation of leads, telesales campaigns, and follow-up communications, as well as leveraging integrated surveying tools of Online Marketing to survey invitees and attendees to identify future event interest and improve events for the future.
The communications history of the event is also captured for both bulk 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 includes capacity checking, credit card integration, and real-time event pricing.
Marketing
Marketing is a modular product that provides segmentation, campaign management, resource management, and marketing analytics, which enable marketers to plan and carry out outbound and inbound marketing strategies. For 9.1, the following enhancements are planned: Audience Builder has been significantly enhanced for greater flexibility in building and managing audiences. Audiences can be built based on criteria outside of the CRM database. PeopleTools technology called Query Access Services (QAS) enables users to use queries to build audiences based on any criteria in any PeopleSoft database, be it HCM, CS, FSCM, or ELM. Individuals can be manually added to an audience, ensuring that even if they do not meet your audience criteria, they can be included in that audience. All members manually added or deleted from your audience are retained, even when the audience is regenerated. Managing membership of large audiences will be easier with the ability to search for specific people within the audience. Users can be sure that specific people are included or removed from the audience.
Marketing Campaigns & Programs will be enhanced to improve usability and consistency of user experience with other PeopleSoft CRM applications. The following enhancements are planned:
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
You can record the program costs on the program page as opposed to having to do that in the Cost Summary tab. A new History page tracks field-level audits and email communications from the transaction as interactions. When printing correspondence as part of a marketing campaign, administrators now can define a single print job as opposed to multiple print jobs. This is a benefit when printing 100 letters to 100 individuals and the print job is 100 pages. In a single print job, the job will run without interruption from other print jobs. This enables a single preview experience as opposed to 100 previews, and simplifies stopping or canceling the print job. The bulk Print Correspondence engine has been re-architected for improved performance to better meet the needs of marketing organizations that require largevolume printing. Print Correspondence is used for printing correspondence from the audience or as an action in a multichannel campaign or in an Online Marketing dialog.
Notes and attachments have been added to the Campaign Activity level.
Online Marketing
Online Marketing provides interactive email and web marketing functionality for building ongoing interactions that drive relationship communications and prospect qualification. In 9.1, we have built upon this foundation to improve application usability and enable organizations to build email and web campaigns faster and cheaper and to deliver better results. For 9.1, the following enhancements are planned:
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Dialog Designer will leverage the Adobe Flash plug-in for drag-and-drop creation of dialog flows. IT will benefit from expanded platform support, as analysts will be able to create dialogs using any PeopleTools-supported browser. This capability will also be available for Online Marketing 9.0. The dialog recipients end-user experience will be improved by being able to limit the values on one drop-down field based on the value selected in another related field. For example, when Country = US, the states drop-down will display only US states. Users will find a more streamlined experience for Dialog Designer and Document Designer with a reduction of clicks, page transfers, and data entry as well as more intuitive navigation and enhanced search capability. Users will be able to charge a credit card as part of the online dialog experience. This could be used to register for paid events, accept donations, and more. Additionally, logical branching based upon the outcome of that charge attempt can ensure that the proper follow-up takes place, for example, if the charge fails to show a different message than it would if it succeeded. New custom actions are available in dialog designer, enabling users to further automate dialogs and convert dialog response to actions, delivering a personalized follow-up experience for each dialog recipient. New actions include the ability to: Send an SMS message. Create a lead. Add the person to a TeleSales campaign. Send print correspondence.
A dialog export tool with a simple user interface will allow for the responses of dialogs and surveys to be exported as XML. The XML can be easily imported into Microsoft Excel, or any other tool that supports XML imports, for analysis and manipulation. This feature is also planned for 9.0. System administrators of Online Marketing will sleep better at night with the availability of web clustering of the Dialog Execution Server (DES), allowing failover and load balancing for high-volume Online Marketing environments. This feature is also planned for availability in CRM 9.0.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
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 for which the campaign will advance and which action will be taken. Additional marketing communication channels supported in 9.1 include SMS and Print Correspondence, and the ability to add an individual to a Telesales campaign.
TeleSales
TeleSales, formerly known as TeleMarketing, helps organizations create highly successful marketing campaigns over the phone. Marketers can manage the execution of outbound campaigns, communication, and resources as part of a closed-loop process that begins with initial planning and budgeting and extends to lead conversion, order capture, and ROI analysis. TeleSales has been enhanced to improve usability and consistency of user experience with other PeopleSoft CRM applications. Some of these usability enhancements include the following: The TeleSales object will be able to take advantage of the Display Template functionality of CRM, enabling administrators to easily control the appearance and behavior of the TeleSales component to meet specific business needs. Administrators can control field visibility and field security and change field labels and section labels.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
The TeleSales object will be able to take advantage of the Active Analytics Framework functionality of CRM, enabling a closed-loop decision-making system in which business-intelligent applications or transactions can respond when conditions are met and specific actions are recommended. Using the Active Analytics Framework, Offer Management can now be used in TeleSales, recommending to the sales person the right product or service to promote and sell to the customer with whom he or she is interacting. The TeleSales search screen will now use the Configurable Search functionality or CRM, enabling administrators to control the appearance and behavior of the search pages and enabling users to personalize the appearance and behavior of search pages. The search also includes the ability to search for TeleSales Prospect records based upon the campaign activity. TeleSales agent success will be improved with expanded visibility to critical information about the prospect. Agents can preview profile information about the customer prior to making the call, giving them the information they need to have a more relevant conversation and be more effective.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Sales Mobility
To address the challenges of sales user adoption of sales applications, PeopleSoft CRM plans to provide PeopleSoft sales and contact management functionality on the handheld device with partner Antenna by delivering AMPower SALES for PeopleSoft CRM. This solution empowers sales representatives with the freedom to receive, retrieve, and enter vital CRM information anywhere, anytime. Sales people spend less time on paperwork and administrative tasks and focus more on profitable customer relationships. Using AMPower SALES, sales representatives gain reliable, full-featured wireless access to their 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. Readyto-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 powerful features that increase worker productivity and user adoption: One-click calling/email. Search information on the device and server. Configurable timed login for easy access.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
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 RIM BlackBerry, Palm Treo and Windows Mobile. This offering is currently available for PeopleSoft 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 best practices through the sales force. Additionally, sales people often do not have the customer insight 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 and administration need sales tools that provide the flexibility to quickly respond to changes in the sales organization territories and assignments, and for those changes to be immediately reflected in sales automation processes. Enhancements to Sales in 9.1 focus on improving sales representative effectiveness in lead and opportunity management, and giving managers and administrators better tools for lead and opportunity assignment and reassignment management. These enhancements are in the following areas: Lead and opportunity management Lead and opportunity assignment Other sales enhancements
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
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 the conditions when the task group will be automatically entered into the Sales Lead and Opportunity, 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 populated when certain conditions are true. For building conditions, new terms were added to the data library 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 data model, you can capture additional information about your customers and prospects using surveys or various CRM touch points. The customer information that is captured in profiles in CRM 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 more effectively.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
The lead and opportunity More Info page enables sales people to view or capture additional information about the customer.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Sales administrators can use more granular criteria to identify the specific leads and opportunities that require reassignment.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
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. In addition to the existing capability for the sales administrator to reassign only unassigned activities, the administrator could also choose to reassign unassigned activities along with the chosen reps activity. For example, the sales administrator can reassign all unassigned activities in a territory to a sales rep named Bob as well as reassign to Bob all activities that were assigned to Joan in a single step. Combining two steps into one reduces the sales administrative burden. The logic that is used to automatically assign a Lead or Opportunity to a sales rep will be enhanced to provide the option to auto-assign to the account owner first and, if no account owner exists, to then assign based on sales territory. This logic can be easily configured by the sales administrator and will be evaluated whenever the auto-assignment logic is invoked.
Order Capture
Enhancements to Order Capture in 9.1 focus on expanded pricing rule capabilities and flexibility to enable sales organizations to price products in ways that can differentiate them from other industry competitors and to simplify Order Capture processes. The enhancements are in the following areas:
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
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
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Bulk Change
In CRM 9.1, the existing feature has been enhanced to allow changing the account number and the contact information in Installed Products in a bulk. To facilitate this functionality, the existing business project for Change Action in Service Management has been modified to support the change in the implementation of service phone number. Additionally, a change has been made to enable the service phone number, on the order line, as an attribute.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Case Management
Case Management encompasses the capabilities that enable the creation, management, and resolution of customer inquiries. Enhancements to Case Management in 9.1 focus on increasing agent productivity and contact center efficiency and improving SLA adherence. Investments in knowledge management, included in this release value proposition, will also positively impact the user experience and case resolution accuracy.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
On the 360-Degree View, agents can view all current global issues that are known to affect the customer, and they also can view all global issues that may affect the customer. For those global issues that may affect the customer, the system matches the products that the customer has installed to the product that is associated with the global issue (global issues are denoted by selection of the Global check box on the case) and displays those global issues with a match in the 360-Degree View global cases node. Additionally, for global cases that are not product-relatedfor example, HelpDesk for Human Resources usage when a payroll error has occurredall open global issues appear in the global issues node for the employee. If it is determined that the global case is indeed the issue that affects the customer, the agent can simply select the global 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 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 or duplicate cases that match the information entered in the customers case and alert the agent in a user-friendly pop-up message. A relevancy match score is displayed for each global duplicate match if the match rules are configured to search based upon a keyword match on the case subject.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Additionally, a filter can be placed on the match rule to ensure that only cases of a certain status and created for a specific period of time are evaluated in the match. For example, a global match rule filter may filter in cases that have the global flag set with a status of Open that were created in the last month. Similar to the alerting process on the 360-Degree View, the agent can select the global or duplicate 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 will streamline the case closure process such that when the global or duplicate case is closed, all related 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, agents and 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 cases created today that are children of a global case or all cases that have been identified as duplicates this week.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
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.
Case Configuration
To respond quickly to the software changes required to meet the needs of your business, it is important that the software be easily configurable by a nontechnical user. PeopleSoft CRM has invested heavily over the years in making our applications more configurable, and in the 9.1 release we invested in making the administration pages used for configuring the applications easier to use.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
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 CTD combinations 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 masse include 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 new combinations that are similar to existing combinations. For example, if you have an existing combination of Payroll/ Paycheck/ General Inquiry and you want to create a new combination of Payroll/ Paycheck/ Paycheck Error, you can copy the existing combination and simply change the Detail value. The redesign also improves usability of searching, enabling administrators to quickly find the CTD values and combinations they are looking for.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Knowledge Management
Ease of use, relevant content, and accurate search results are critical to the success of knowledge management in todays contact center. To address these needs, enhancements to CRM 9.1 such as rich-text knowledge base solution content, solution security, and searching of solution attachments provide increased search accuracy and relevancy benefits for both self-service and contact center users, reducing your contact center costs. Rich-Text Editor Solution administrators can author solutions with rich-text content within PeopleSoft software, delivering content that is formatted, contains hyperlinks and images, and more. The PeopleTools 8.50 rich-text editor is embedded in the Solution administration pages giving administrators the flexibility to author and deliver visually compelling knowledge base solutions. For consistency of look and feel of the solution content, administrators can also use new template functionality to provide a default predefined solution format, content, or both into the solution during the authoring process. Improved End-User Experience for Managing Solutions Agents can personalize the knowledge base search behavior to either include or exclude authorized solution libraries in their solution search, yielding improved search result accuracy. Employees and customers in Employee Self-Service or Support for Customer Self-Service can view HTML solution content in a larger, more user-friendly page, reducing the need to scroll.
The page has been redesigned to be more consistent with the user experience of other PeopleSoft pages.
Additionally, the solution administration user experience is less data-entry intensive because of these improvements: Simplified solution FAQ setup.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Enhanced administrator Solution search. Reduced copying of solution content by enabling a solution to be associated with multiple solution libraries. Reduced solution keyword administration with Verity search enhancements enabling the content of attachments associated with solutions to be searched.
Multi-Library Solutions With solution management in PeopleSoft CRM, administrators group solutions together into like categories, or solution libraries. Some solutions may have relevancy to multiple groupings. In CRM 9.1, administrators will have the flexibility to allow a single solution to be associated to multiple libraries.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Customer Region Ensures that agents and customers (for the Support application) see solution content that is specific and relevant to the customer region.
Change Management
The PeopleSoft Change Management solution ensures that standardized methods and procedures are adopted for the change management process for more efficient and prompt handling of all changes. The result is improved availability, performance, and throughput.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
The change requests have been enhanced to improve usability and consistency of user experience with other PeopleSoft CRM applications, specifically the Case Management capabilities. The following usability enhancements are planned: The ability to search change requests by provider group or product ID. The Product Group field is automatically related to the Product field when a product group is selected; the Product ID field is filtered to return only products assigned to the selected product group. When a product ID is entered on the change request, the asset tag is automatically populated if the asset owner has one and only one asset with the selected product ID assigned. When you close a change request, it is date and time-stamped with a close date. To ensure correct closure of a Change Management request with Installed Assets, the affected asset is updated with new configuration information, such as a new asset owner. If product IDs are added, the change requests are configured with attributes, then ancillary attribute details are displayed on installed products. Now Requested By Date on the change request is available. Text Tray is enabled for the Description field of the Change Request page and for the Details field on the Notes page. Modified page tab order will be similar to that of the Case component, and new item counts added to Notes, Tasks, Related Changes, Related Actions, and Interested Parties page tabs.
The Tasks tab displays a count of the task items for the change request to visually indicate whether the user should go to that page to perform required tasks.
HelpDesk
PeopleSoft HelpDesk continues to deliver capabilities enabling our customers to conform to ITIL (Information Technology Infrastructure Library) industry standards. PeopleSoft CRM HelpDesk now enables you to indicate how quickly a problem or case must be resolved, in compliance with the prioritization criteria of the Incident (Case) Management within ITIL industry standard. By using the new Urgency field on the case, the agent can indicate the degree (High, Medium, or Low) of the impact to the business in conjunction with the Priority field that already exists on the case.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
The Urgency field indicates the degree (High, Medium, or Low) of the impact to the business.
The Urgency field data can be fully leveraged with existing case management functionality: Urgency values are user-configurable. The Urgency field can be configured to be completed by default within the Case Business Unit setup. Urgency can be set with the Case Quick Code. Users can search cases by the urgency value. The Print Case page includes the urgency data. Urgency has been added as a term in the AAF data library, meaning that it can be used for dynamic content in email templates, for building AAF policy conditions, and anywhere else in CRM that AAF terms are leveraged.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Additionally, the case provider group assignment by default can be the same as the worklist group, or email queue, that the inbound email was routed to. Further logic is used to determine how case contact information is provided when the person that sent the email is unknown, meaning that the email address does not exist in the system or the email address matches two different contacts. The system can be configured to either set the case contact to anonymous to automatically create a new customer or employee in the system or, if the email matches two or more contacts, allow the agent to select the right one.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
First, administrators can configure which user experience to make available to their agents for composing email communications from the casethe new Outbound Notification page or the enhanced Email Workspace (more information about those enhancements can be found subsequently). To learn more about the Outbound Notification page, see the preceding Correspondence and Notifications section. When the agent uses the new Outbound Notifications page on the case to compose an email response to the case contact, a new Send and Solve Case button will with a single click send the email that was composed and put the case into a Closed-Resolved status as well as associate a resolution with the case at the same time. This one click dramatically simplifies the case resolution process. The resolution is automatically selected by logic to either select the solutions that have been searched in the knowledgebase or supply a predefined solution by default.
The Send and Solve button is in the toolbar of the new Outbound Notification page.
When cases are reassigned or escalated from one agent to another, the agent needs an easy way to see all notes and communications with the customer. In CRM 9.1, the Case Notes will also include the summary of the email communications sent (either from the Email Workspace or the Outbound Motivations pages) and received relating to the case, providing a single place for the agent to go for the communication and notes summary. Additionally, if multiple cases are linked to an email, the outbound response is added as a note for each of those cases.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
The enhanced Email Workspace in CRM 9.1 includes a new rich-text editor embedded in the page.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
HelpDesk for Human Resources Integration with Oracle eBusiness Suite Human Resources R12.1 PeopleSoft CRM HelpDesk for Human Resources is one of three critical technologies for optimized HR service deliveryhelp desk, self-service, and portal. HelpDesk for Human Resources is a solution that optimizes HR support operations by providing centralized, costeffective, multichannel service to your workforce throughout the full HR life cycle (hire to retire). When your employees have benefits or payroll inquiries that cannot be resolved online, or if a grievance needs to be managed, the HelpDesk for Human Resources provides your HR organization the case management, knowledge management, task management and workflow tools it needs to apply best practices to every inquiry regardless of channel, ensuring that answers are provided quickly and consistently and that proper procedure is followed. Additionally, the HelpDesk for Human Resources adheres to stringent HR security requirements, enabling you to secure your most sensitive HR inquiries and cases to a group of individuals. As compelling as the contact center capabilities delivered in the HelpDesk for Human Resources are, even greater value can be gained with delivered integration with HR. The HelpDesk for Human Resources for CRM 9.1 will provide delivered integration with Oracle eBusiness Suite Human Resources release 12.1, leveraging Oracle integration technologies, providing further improvement in HR staff productivity and reduced IT costs. The delivered integration between the two applications includes synchronization of basic workforce data from HR to CRM; a real-time view of HR data within the HelpDesk for HR worker 360-Degree View; and seamless navigation via predefined bookmarks to HR pages leveraging single sign-on and user security authentication. These three types of delivered integration enable the following capabilities: Synchronization of basic workforce data from HR to CRM. To provide service to and create cases for the workforce, basic workforce data must reside in the HelpDesk for Human Resources. Workforce data can be synchronized in full for the initial load of data, and subsequently workforce data in eBusiness Suite HR can be synchronized incrementally as changes occur, for example, when a new employee is hired or when an employees name, location, or department is updated. Real-time view of HR data within the HelpDesk for HR worker 360-Degree View. The HelpDesk for Human Resources provides even greater value with a 360-Degree View of the workforce, integrated with HR, providing your HR staff a complete view of an individuals HR and CRM history all in one page. This 360-Degree View of the individual enables HR staff to answer up to 70% of inquiries immediately by simply retrieving the information needed from this one page. XML messaging is used to request the data for the worker from eBusiness Suite HR and display it on the 360Degree View. The message restricts the data retrieved to ensure that the HR agent sees only the appropriate workforce data in the 360-Degree View based on their security settings in the HelpDesk for Human Resources.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Seamless navigation to predefined HR transaction bookmarks, leveraging single sign-on and user security authentication. Even greater productivity can be gained from the HelpDesk for Human Resources by making it simple for HR agents to quickly navigate to the eBusiness Suite HR pages to either make an update or retrieve more information. HelpDesk for Human Resources Action Links delivers predefined drop-down lists of commonly accessed HR pages with some that are US versus UK specific, organized by category. Categories of Action Links delivered include Absences, Assignment, Maintain Worker, Manage Benefits, Manage Payroll, Personal, Tax, and Statutory. With one click to select the HR page from the dropdown list and a second to click the go button, the HR agent is directly logged in to the HR application with single sign-on and taken directly to the record of the worker they are assisting, bypassing the search page. Security controls access to the HR pages and the user is authenticated prior to transferring to the HR.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
The data includes employee personal information, country-specific job and position summary information, pay summary information, as well as benefits, absence, and direct reports information.
With the HelpDesk for Human Resources integration with eBusiness Suite HR 12.1, Oracle eBusiness Suite HR customers can now experience the same HR service delivery benefits that come with integration that PeopleSoft HR customers have enjoyed for years.
Workforce Communications
HR organizations are under growing pressure to produce better results at a time when budget, personnel, and other critical resources are limited. Success in this environment can be challenging and requires organizations to focus resources on the most strategic initiatives those that provide the greatest value to the organization and align with organizational goals and objectives. PeopleSoft Workforce Communications is a comprehensive solution for planning and delivering HR programs and surveys to the workforce and can help HR organizations address these challenges. PeopleSoft Workforce Communications is the first and only solution in the market that enables HR organizations to deliver the right message to the right audience; capture workforce feedback and take action; and gain program insight and quantify success PeopleSoft Workforce Communications capabilities include:
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
HR Programs and Communications - HR organizations can communicate relevant, targeted messages to specific workforce populations via channels such as the intranet, email, newsletters, direct mail, events, surveys, and poster displays. A program or a set of related programs can be managed collaboratively from start to finish by people at all organizational levels. Messages communicated to the workforce can be highly personalized and can include rich, graphical content. Surveys - HR organizations can have direct line of communication and feedback from the workforce via surveys. HR organizations can build and roll out surveys to targeted groups of individuals. Survey communications can be personalized, and survey results can be scored for easy measurement and comparison. Surveys can also be submitted anonymously to ensure recipient confidentiality. Reporting and Analytics - Decision-support tools can be put in the hands of the decision makers, enabling them to make informed recommendations and take appropriate action. Agents and managers at all levels can review, analyze, and therefore quantify the success of their HR initiatives. Integration and Security - Integration with PeopleSoft HCM enables numerous HR attributes to be used for specifying workforce populations to target with programs and surveys, personalizing surveys and other communication, and analyzing program results by different worker criteria. Data-level security features prevent illegal access to HR programs and surveys.
Workforce Communications will be available in CRM 9.1 and is available in CRM 9.0. The Workforce Communications Release Value Proposition is available for 9.0 for more detailed information about the solution. For CRM 9.1, Workforce Communications will be integrated with Oracle eBusiness Suite HR 12.1. With this integration, Oracle eBusiness Suite HR 12.1 customers can take advantage of the breadth of Workforce Communications capabilities described previously. The Workforce Communications solution is built upon the PeopleSoft CRM Marketing and Online Marketing solution foundation for the HR programs and communications, surveys, reporting, and security functionality. For CRM 9.1, enhancements include a focus on improved application usability to enable organizations to build email communications, surveys, and web campaigns faster and cheaper; expanded security capabilities; and greater flexibility in building and managing audiences. For more information about the Marketing and Online Marketing enhancements that add value for Workforce Communications, please see the previous sections titled Marketing Foundation, Marketing, and Online Marketing.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Industry Enhancements
PeopleSoft CRM 9.1 will offer best of breed CRM capabilities for the Higher Education and Communications industries, building upon our core CRM suite and the Higher Education and Communications industry foundation of earlier releases. The industry enhancements are in these areas: PeopleSoft CRM for Communications PeopleSoft CRM for Higher Education
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Sample Graphical User Interface showing the Multilevel Bundle Offer order in the Product Configurator session
PeopleSoft CRM 9.1 for Communications enables communication providers to offer their customers: Tailored customer offers. Enhanced sales and service management processes.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Introduction of the Commitments feature in CRM 9.1 enables administrators to define and maintain customer commitment agreements related to purchasing selected offers (for example, two-year commitment when buying a mobile subscription with free handset). Administrators can define conditions for which offers and what period commitment to apply. Product/Service Selling Period Ability to define product or service availability based on its offer start and end dates enables administrators to control offer availability to best provide the right package options at the right time for the consumers. Eligibility Rule The Eligibility Rules feature restricts and controls to which specific group of customers (for example, premium customers only) or through which specific sales channel (for example, web channel only) offers can be sold. Existing PeopleSoft AAF (Active Analytics Framework) capabilities in CRM will enable eligibility rule conditions to be configured for evaluation at runtime. Split Billing Enhancement Enhancement to the Split Billing feature provides customers more flexibility to define how they want to pay for their product or services. Customers will be able to: Split service charges across multiple billing accounts (for example, charges for working hours during the normal week are paid by the employer and weekend charges are paid by the private account). Change billing account assigned previously to pay for the service recurring charges. Assign nonrecurring order charged to the selected billing account (that is, instead of paying up front, all nonrecurring order charges will be added to the first invoice together with recurring charges).
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Improved Product Administration and Configuration Product Administration and Order Capture have been enhanced to support more specific configuration rules that are useful in modeling communication products and services. For example, they provide the ability to: Utilize the new concept of logical sentences, rule scopes, and cardinalities to define prerequisite or incompatibility validation rules. Impose restrictions on attribute values based on the bundling of commercial offers. Enable automatic configuration process (for example, the Brings on Creation rule will allow defined products, which should be automatically added to the order based on selection of another product).
Recruiting
With more than 2.5 million students matriculating to a college campus for the first time each year, the role and responsibility of admission and enrollment personnel in higher education has become increasingly critical to the success of the institutions and the experience of the student. The recruitment funnel, where a high number of inquiries of prospective students from numerous entry points narrows to and moves toward application and ultimately a smaller number of matriculated students, is starting earlier and lasting longer and requires targeted and accurate communication to move that prospective student through the funnel successfully. To better align with the recruitment process of HE institutions and to provide recruiters with more of the tools they need to be successful, PeopleSoft CRM for Higher Education 9.1 is now the system of record for recruiting. You can now create prospective students (and their related academic information) manually in CRM for Higher Education, have them self-register via the web, or load the information in bulk through a new Prospective Student Import feature.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
This new methodology allows prospective students to be recruited from PeopleSoft CRM for Higher Education without needing to create them in PeopleSoft Campus Solutions until the point at which they begin the application process. Because only a small subset of prospective students will ever begin the application process and subsequently enroll, the Campus Solutions database will be kept cleaner and will reduce the number of potential duplicates. To facilitate recruiting, we have added new features to better assign recruiters to suspects and prospects and to provide them with better data and contact management tools that they need to manage those relationships. In addition, a new Event Management module is now available to help manage and market recruiting events. Prospective Student Import A new Prospective Student Import feature that allows the bulk import of suspects and prospects into CRM for Higher Education has been added to CRM for Higher Education 9.1. The prospective students can be loaded directly into CRM for Higher Education using the import feature or sourced from the Campus Solutions test score loads.
A new Post to Enterprise CRM option allows Campus Solutions test scores to be pushed to CRM for Higher Education without creating new persons in Campus Solutions, therefore allowing CRM to be the system of record for suspects and prospects and preventing thousands of prospective students from cluttering the Campus Solutions database.
At a high level, the following functionality will be provided in CRM for Higher Education for the Prospective Student Import: An out-of-the-box integration with Campus Solutions, by which prospect and test score data sent from Campus Solutions can be processed and stored in a temporary staging area for further import processing. A standard XML message structure for HE prospects, which will allow prospect data from an external source to be imported directly into CRM. An import process that extracts raw data from the staging area, processes the data (validates it, transforms it, and identifies duplicates), and then posts it into the CRM Customer Data Model (CDM) and customer profile tables. A purge process that permanently deletes staging area data that is no longer needed.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Manual Creation of Suspect and Prospects You can also manually create and maintain suspects and prospects directly in CRM for Higher Education rather than having to create them in Campus Solutions and push them across.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
The career, program or plan, school, and test score information can now be maintained for a prospective student.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
A new Results Administration component will display the duplicate search results and enable drilldown to those persons to determine whether a match exists or whether a new person should be created.
Additionally, when a constituent applies or quick admits in Campus Solutions, the Search / Match process identifies whether that person already exists in CRM for Higher Education and updates his or her life-cycle status to applicant or student. Many Marketing enhancements have been made (such as a new Event Management module for open houses, faculty events, and so on) that are described in the main preceding Marketing section.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Once a lead progresses to a certain point (for example, when a constituent applies), the lead is converted to an opportunity and the recruiting process continues until the constituent becomes an applicant and then, hopefully, an enrolled student.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Control table loads (from CS to CRM) Setup information including academic structure, academic type and load, and school information will be sent to CRM for Higher Education so that prospective students can be created in CRM for Higher Education. Additionally, security constructs including institution, career, program and plan security by user ID, and test ID security are sent to CRM for Higher Education so that PeopleSoft CRM for Higher Education will respect the same security out of the box as the Campus Solutions system. Incremental Synchs (from CS to CRM) To provide a real-time update from Campus Solutions to CRM for Higher Education, we have added incremental synchs for prospect, applicant, and student data. As changes are made in Campus Solutions to the prospect, applicant, or student (including applicant status, change of program, plan, and so on), real-time messages will be sent to CRM so that CRM always has the most up-to-date information about that constituent, ensuring accurately targeted communications. Test Score Publication (from CRM to CS) Once an applicant is created in Campus Solutions, a message is sent to CRM that will determine whether that person already exists as a prospect and, if so, updates him or her to an applicant. Additionally, if CRM has captured any official or self-reported test scores, information related to the applicant, or both, we will publish that information to Campus Solutions because it may be required as part of the application evaluation process. The new Student EIP is covered in the subsequent Retention section.
In summary, PeopleSoft CRM for Higher Education 9.1 and Campus Solutions provide an end-to-end recruiting solution that enables tracking of the constituent life cycle from suspect through to alumnus with real-time integration to ensure that any outbound communications (both internally and externally) are accurately targeted.
Retention
The cost of replacing a student is far higher than retaining one. Therefore, once you have recruited and enrolled the best set of applicants, you want to ensure that you retain them. In CRM for Higher Education 9.1, we have added several features that will enable higher education institutions to retain more students by deepening their relationships using all the information they know about the students and by better resolving their issues. Leveraging Campus Solutions Data To successfully retain students, you need to have access to the student data that gives you a better picture of what is going on with the student and whether he or she is at risk. Some atrisk factors might be financial needs, decreasing GPA, or lack of participation in classes, clubs, and so on. You need to be able to identify these red flags that are typically stored in Campus Solutions and proactively reach out to the student before it is too late. In CRM for Higher Education 9.1, you can access student information in two ways: Student Enterprise Integration Point (EIP) This EIP sends student information, including student program, plan, and status information (program actions and action reasons, such as withdrawn and transferred out) from Campus Solutions to CRM for Higher Education. If a students status changes or the student changes programs or plans, then a real-time message is sent to CRM for Higher Education to reflect that change.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Dynamic Access of Student Data Rather than having to bring all of the student information to CRM for Higher Education, this new feature enables the enrollment manager to dynamically access student data when building an audience for a retention program. In this way, an institution can set up its definition of an at-risk student on the Campus Solutions side and have CRM for Higher Education dynamically access that data when creating the audience.
Now you can run retention programs to proactively reach out to these students. You can use surveys to learn more about areas of dissatisfaction or concern and take action such as sending alerts to relevant staff and faculty, setting up a meeting with the student, calling the student, or replying with a personalized email that directly addresses the students concerns. In addition to creating a two-way communication with the at-risk student, you can invite him or her to targeted retention events that will provide face-to-face assistance.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
This constituent summary view retrieves and displays in real time critical information from Campus Solutions such as student enrollment, life-cycle status, and financial aid data enabling agents to quickly answer a wide variety of questions by simply going to this one page.
When the constituent inquiry cannot be answered by the 360-Degree View, the agent has at his or her fingertips the ability to create and manage more complex service inquiries with Case Management. The Case Management capabilities embed relevant constituent
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
information from Campus Solutions within the case enabling agents to view information they need to better understand the constituent, anticipate the constituents service needs, and provide the appropriate level of service. The constituent information displayed in the case includes the constituent life-cycle status (Prospect, Applicant, Student, and Alumnus), status start date, institution, career, program, plan, and sub plan information. To resolve constituent inquiries, the contact center agent often needs to access or update information for that constituent in Campus Solutions. For example, if a student has a question regarding his or her course enrollment, the agent needs to access that information in Campus Solutions. To make access to Campus Solutions seamless to the agent, the Service Center for Higher Education delivers predefined action links. Action links are similar in concept to favorites in your web browser, providing a drop-down list of various pages in Campus Solutions grouped by category. Over 45 action links are delivered and grouped into the categories of Campus, Admissions, Academics, Financials, and Donors/Alumni. Some examples of the action links delivered include: Campus: Student Services Center, Affiliations, Checklist Summary Admissions: Admissions Applications, Test Results, External Education Academics: Request Transcript, Student Grades, Transfer Course Credit, Exam Schedule, Quick Enroll Classes Financials: Financial Aid Status, Tuition Calculation, Account Summary Donors/Alumni: Contributor Profile, Relationship Summary, Giving History
When a link is selected from the dropdown list, a new window appears, taking the agent to that page in Campus Solutions, signing in the user automatically with single sign-in, validating the users security in Campus Solutions, and bringing up the record for the specific constituent, bypassing the search for the constituent record. This dramatically reduces the number of clicks required to access information to make changes in Campus Solutions as needed to resolve the students inquiry and close the case. The result is a more productive, streamlined user experience for your contact center agents. In addition: The history of each link taken, who did it, and when it happened is tracked within CRM. Additional custom links can easily be created. The links are secured so that not all agents see the same links but only the action links to which you have been granted access.
Service Center for Higher Education also delivers the tools needed to handle and resolve IT inquiries, from performing a password reset for a student, managing change requests, and fixing lecture hall projectors for faculty to doing on-campus computer lab repair. With embedded IT Infrastructure Library (ITIL) best practices for managing incidents, problems, service requests, and other IT service processes, Oracle delivers a complete, integrated IT
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
service and support solution. It helps you make better use of scarce resources while improving the speed and quality of service response. When you open an IT case, the following capabilities are available: Self-Service Case Management Knowledge Management Change Management Defect and Quality Management Asset Management Administration and Management with integration to PeopleSoft Financials Asset Management Desktop Remote Control integration Software Delivery integration Work Order Management integration with PeopleSoft Financials
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
The 360-Degree View architecture also enables institutions to bring in other thirdparty information (such as information from a learning management system (LMS), parking permit, or housing system) into the Constituent 360 and to display it along with the CRM and Campus Solutions information.
The 360-Degree View is made up of several elements or sections.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Add Case (including auto-creation of cases using quick codes) Add Lead Add Opportunity Add Service Order Transfer to Student Service Center in Campus Solutions Transfer to Person Profile page in Campus Solutions
Constituent Summary
The 360-Degree View Summary section contains high-level bio-demo information to help users quickly familiarize themselves with the individual or organization being viewed. Which fields are displayed in this section depends on the role of the individual or organization that is being viewed.
Activity Tree
The Activity Tree of the 360-Degree View is where a user can access transactions, interactions and sub-interactions associated with a constituent. The activity tree helps a business user better understand a constituent by providing a summarized view of its associated transactions. For example, an agent receiving an inquiry call from a prospect can view all cases, leads, and interactions previously associated with the caller, helping him or her to better understand the context of the call and then take informed actions.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
The preceding example shows the Activity tree, which consists of a hierarchy of nodes. Clicking the Open Authorized Cases node displays the dynamic grid (on the right hand side), where individual transactions are displayed in a grid format.
The activity tree consists of a hierarchy of nodes, each corresponding to a transaction type such as Case, Lead, Opportunity, Event, and so on. Clicking to expand a node enables a user to search for, view, add, or modify transactions grouped under that node. A dynamic grid, if associated with a node, enables a user to view transaction details in a concise grid format. Every user role accessing the 360-Degree view has a predefined activity tree. Nodes appearing in an activity tree and the other in which they are displayed are fully configurable.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
The Checklists, Communications and Comments section, also known as 3Cs, enables the user to track and analyze the list of requirements expected of a constituent, along with all correspondence made and notes entered for the constituent.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
The Recruiting section provides a summary of a suspects or prospects academic interest, which enables recruiters, telemarketers, and generalists to become familiar with the target suspect or prospect before placing outbound calls or accepting inbound calls.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
The Financial Aid section provides an overview of the constituents financial aid application information, including the aid application date, aid processing status, and satisfactory academic progress status.
You can view these additional sections: The Admissions section provides high-level information about all applications made by the constituent. This includes the application number, application date, admit type, admit term, and application status. The Transfer Credits section enables generalists to view high-level transfer credit information for students. Users have access to view course credit, test credit, and other credit information. The Academics section provides users such as academic advisors with an overview of a students academic information. Users can access a students career, program, plan, and sub-plan, as well as their most recent term information. The Finances section displays an overview of pending charges, refunds, anticipated financial aid, and tax credit information for a student. The Transcript Requests section provides users such as the Office of Registrar with an overview of a students transcript requests. Users can view transcript request status information, including institution, request date, transcript type, request status, and request reason.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
The Contributor Relations section helps generalists or fundraisers quickly familiarize themselves with a constituents donations and the donations made by persons related to the constituent. A fundraiser can review information such as total lifetime commitments, lifetime open pledge, and lifetime gifts and payments to analyze the potential for a future donation before making an outbound call. The Affiliations section displays Campus Solutions affiliations information for the student.
In summary, the 360-Degree View serves as a springboard for a Higher Education business users interactions with constituents. Both specialists and generalists can use it for different purposes while serving a constituent. For example: Recruiters can manage ongoing relationships with suspects, prospects, or applicants that they are trying to recruit and create Lead or Opportunity transactions for them. Call center agents can answer queries they receive from prospects, students, or alumni and create cases if needed. Telemarketers can call on suspects or students and run a branch script that creates a survey. Financial aid officers can review financial aid checklists of applicants and report status or provide advice. Academic advisors can review academic information of students to determine their overall standing with the institution. Retention managers can advise students who are at risk of dropping out and help retain them. Fundraisers seeking new donations can check whether an alumnus has had a history of making donations to the institution.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Approval Framework
Approval Framework is a user configurable tool that utilizes Pure Internet Architecture and PeopleTools Workflow to create dynamic approval processes that fit the needs of each organization. Approval Framework replaces Virtual Approver and puts most configuration control in the hands of the business analyst. In the PeopleSoft Enterprise 9.1 release, Approval Framework focused on Flexibility, Configurability and Control. These enhancements help to streamline configuration tasks and provide additional details and functionality for approvers.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Flexibility: Three areas were the main focus: Notification, Timeout and User Lists. Additional configuration options: The administration monitor has added a layer of configurability that allows actions to be enabled/disabled for each Transaction Registry. The configuration page controls both the Search and the Actions page of the Monitor Approvals. The information displayed on the page can now be specified. In prior releases, only the transaction keys were displayed.
Control: Two new features are meant to provide control to the user: The first one is a new User Monitor. It is intended to be a one-stop shop for the user to review transactions that he either initiated or is a designated approver on. The other new area of control is in reporting. Approval Framework has provided an audit report that provides details on Approval Transactions.
Desktop Integration
Desktop Integration is a completely new feature providing seamless integration between your organizations ability to schedule and track appointments, meetings, tasks, and corresponding documentation. The Desktop Integration framework allows PeopleSoft applications to extend functionality into the Microsoft Office 2007 suite. Providing the ability to launch Microsoft Outlook from a PeopleSoft web page and pass the application data to Outlook (Calendar or email). A twoway communication is established between the PeopleSoft application and Microsoft Outlook, with Outlook pulling the information from and pushing updates to the PeopleSoft application. Oracle delivers this functionality as part of the PeopleSoft Enterprise Components that are available with all PeopleSoft application. Powerful integration scenarios include; interview scheduling, or creating a shared address book that is kept up to date with changes as they are added to PeopleSoft.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
Upgrade Framework
The Upgrade Data Conversion Analyzer is a new Application Engine (AE) program. For a given upgrade path, the Analyzer gathers a list of AE Sections required for data conversion and stores these in a new repository. Each SQL statement (including SQL Statements within PeopleCode) is then analyzed to derive a list of tables that are manipulated or queried during the execution of the SQL. Once all the SQL is analyzed, the information is used to derive section dependency information which is then saved in the repository. The Upgrade Data Conversion Runtime is a new Application Engine program. The Runtime uses the information generated by the Upgrade Data Conversion Analyzer to improve the execution of the data conversion. Optimization is achieved through increased parallelism at runtime. Execution timing data is written to the repository, and can be used for analysis and further optimization of subsequent runtimes.
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
PeopleBook Improvements
Several enhancements have been made to the PeopleBook documentation in the areas of content breadth, organization, and usability. Hosted PeopleBooks. Starting with this release, our new Hosted PeopleBook solution allows you the option to access your context sensitive PeopleBook help directly from our hosted server. The hosted documentation will be updated on a regularly scheduled basis ensuring that you have access to the most current documentation. This reduces the need to view separate maintenance documentation postings on MetaLink 3 since that documentation will now be incorporated into the hosted PeopleBooks content. We will also offer updated installable HTML PeopleBook Libraries for those who prefer to have the documentation installed on their local server. Updated PDF versions of PeopleBooks will be posted on OTN, based on the content update schedule. The Hosted and Updated installable PeopleBooks will be available in English only. Translated PeopleBooks will still be offered in their original GA state via Electronic Product Delivery (ePD). Installed PeopleBook Organization. Youll notice a big change as soon as you install PeopleBooks. We now deliver PeopleBooks logically grouped by product line and functional area so that books are easier to find when accessing them online. Improved Application Page Navigation Documentation. Navigation to an application page is now displayed wherever a page is defined in our documentation. Now, in addition to the navigation being listed in the Page Introduction Table, the navigation will also be listed at each location in the PeopleBook where the application
Release Value Proposition for PeopleSoft Customer Relationship Management (CRM) 9.1
page is discussed in detail. This eliminates the need for customers to look elsewhere in the book for the page navigation. More Examples. Throughout our documentation, we have added real life examples of application setup or business process tasks to help customers envision the documentation in our PeopleBooks. When an example is more extensive or does not easily fit into a suitable section of the documentation, we may also include a Scenarios Appendix that contains standalone examples of how our products are best implemented and used. Helpful Hints. Sometimes a useful bit of information or troubleshooting advice can mean a big difference in how easily a product is set up or used. In certain situations, we have included such information in a Note or Warning within the documentation itself. If the information is too lengthy to include in a Note or Warning, it may be included in a Helpful Hints appendix. Enhanced Cross References. Utilizing a new formatting capability within our PeopleBook authoring tool we can now insert a useful cross-reference link within standard paragraph text. This puts appropriate cross-references closer to the documentation to which they apply making them far more useful to our customers.
Researching PeopleBooks
We have created a free, short, online course titled Researching in PeopleBooks that will give our customers: A better understanding of the documentation structure and organization. Techniques for finding information more quickly and easily by utilizing search functionality, best practice search strategies, and indexes. Take this brief course to help you more quickly find the information you need in PeopleBooks.
http://oukc.oracle.com/static05/opn/peoplesoft/Researching_in_PeopleBooks/Researching_in _PeopleBooks/index.htm