Peoplesoft Enterprise CRM 8.4 To 9.0 Cumulative Feature Overview

PeopleSoft Enterprise CRM 8.
4 to
9.0 Cumulative Feature Overview
January 2007
PeopleSoft Enterprise CRM 8.4 to 9.0 New Feature List
Contributors: Teams from PeopleSoft Enterprise Product Strategy, Documentation and Development.
Copyright © 2007, Oracle. All rights reserved.

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PeopleSoft Proprietary and Confidential Page i

Executive Overview .............................................................................................................1
Value of Upgrading ..............................................................................................................1
9.0 Highlights ............................................................................................................1
8.9 Highlights ............................................................................................................2
8.8 Highlights ............................................................................................................2
8.4 Highlights ............................................................................................................3
PeopleSoft Enterprise CRM New Feature List .......................................................................4
Cross Application Enhancements......................................................................................4
Product Model Enhancements....................................................................................4
Installed Product Enhancements ................................................................................5
Pricing Engine ...........................................................................................................5
Credit Cards ..............................................................................................................5
Business Projects......................................................................................................6
Component Event Processing ....................................................................................6
Notifications ..............................................................................................................6
Searching .................................................................................................................7
PeopleSoft CRM Interaction Manager.........................................................................7
Correspondence Management ...................................................................................7
Email Response Management System (ERMS)...........................................................7
Chat .........................................................................................................................9
Cont act Management ................................................................................................9
Configurable Launch Page ....................................................................................... 10
Mapping Integration................................................................................................. 10
Usability.................................................................................................................. 10
Integration with PeopleSoft Configurator ................................................................... 10
Customer Value ...................................................................................................... 11
Smart Views ............................................................................................................ 11
PeopleSoft CRM Partner Relationship Management .................................................. 12
PeopleSoft CRM Process Integration Packs.............................................................. 12
Active Analytics Framework ..................................................................................... 13
Interactive Reports .................................................................................................. 14
Navigation Collections ............................................................................................. 14
Pagelet Wizard........................................................................................................ 14
PeopleSoft Proprietary and Confidential Page ii

PeopleSoft Data Transformer ................................................................................... 14
Setup Manager........................................................................................................ 14
Global Profile Management ...................................................................................... 15
Application Configurability ........................................................................................ 15
Knowledge Management ......................................................................................... 15
CTI Integration ........................................................................................................ 16
Configurable Search................................................................................................ 16
BPEL Process Manager ........................................................................................... 16
Oracle 10g Database and Application Server Certification .......................................... 17
XML Publisher......................................................................................................... 17
Interactive Services Repository (ISR)........................................................................ 17
Service.......................................................................................................................... 18
PeopleSoft CRM Support and PeopleSoft CRM HelpDesk ......................................... 18
PeopleSoft CRM Support Self-Service ...................................................................... 19
PeopleSoft CRM Support-Specific Enhancements ..................................................... 19
PeopleSoft CRM HelpDesk-Specific Enhancements .................................................. 20
PeopleSoft CRM HelpDesk for Human Resources ..................................................... 20
PeopleSoft CRM Quality Management ...................................................................... 21
Information Technology HelpDesk ............................................................................ 22
Service Profitability Management .............................................................................. 24
PeopleSoft CRM FieldService .................................................................................. 24
PeopleSoft CRM Mobile Field Service....................................................................... 25
Technician Productivity ............................................................................................ 25
Cross-Sell and Up-Sell............................................................................................. 26
PeopleSoft CRM Support, PeopleSoft CRM HelpDesk and PeopleSoft CRM HelpDesk
for Human Resources .............................................................................................. 26
Service Level Management Enhancements............................................................... 27
Marketing ...................................................................................................................... 27
PeopleSoft CRM Marketing...................................................................................... 27
PeopleSoft CRM Telemarketing ............................................................................... 30
PeopleSoft CRM Online Marketing ........................................................................... 30
Sales............................................................................................................................. 32
PeopleSoft CRM Sales ............................................................................................ 32
PeopleSoft CRM Mobile Sales.................................................................................. 33
PeopleSoft CRM Mobile Sales – Laptop.................................................................... 35
PeopleSoft Proprietary and Confidential Page iii

PeopleSoft CRM Mobile Sales – Infosynch................................................................ 35
PeopleSoft CRM Strategic Account Planning............................................................. 35
Contact Management .............................................................................................. 35
PeopleSoft CRM InfoSync Client and PeopleSoft CRM InfoSync Server ..................... 35
Order Capture and Services Management ....................................................................... 36
PeopleSoft CRM Order Capture ............................................................................... 36
PeopleSoft CRM Mobile Order Capture..................................................................... 40
PeopleSoft CRM Configurator .................................................................................. 41
PeopleSoft Advisor .................................................................................................. 42
PeopleSoft CRM Advanced Configurator .................................................................. 42
Services Management (for Service Industry Companies)............................................ 42
Service Analytics..................................................................................................... 43
Industries ...................................................................................................................... 43
Communications...................................................................................................... 43
Financial Services ................................................................................................... 46
PeopleSoft CRM for Government ............................................................................. 49
PeopleSoft CRM for Energy ..................................................................................... 50
PeopleSoft CRM for Insurance ................................................................................. 51
PeopleSoft CRM for High Technology ....................................................................... 52
Need More Detailed Information? ....................................................................................... 54
PeopleSoft Proprietary and Confidential Page iv

Executive Overview
PeopleSoft Enterprise Customer Relationship Management (CRM) delivers "CRM for You"—
solutions that have been tailored to fit your industry business processes, your customer
strategies, and your success criteria.
Deploy a solution that delivers built-in best practices specific to your industry, the most flexible
customer data model on the market today, and a highly configurable, tightly integrated platform,
ensuring that solutions will be fast to implement. The result is less configuration, less
customization, and less integration.
Plan and execute differentiated customer strategies and take intelligent action across all of your
channels. Gain visibility into customer performance and plan precise strategies that grow value.
Set value targets for each customer segment and track ongoing performance in real time. Define
customer value propositions that are both differentiated and appropriate for the potential value.
Leverage unparalleled usability and performance to reduce your total cost of ownership and
increase operational efficiency. PeopleSoft CRM Enterprise has set the bar for delivering a better
customer experience.
Whether you are considering an upgrade for long-term business operations using PeopleSoft
Enterprise CRM applications (now with our industry-leading Applications Unlimited support
policy), or you’re looking towards a future move to Oracle Fusion applications, upgrading to the
latest version of our CRM applications has never been more compelling.
This document will help you plan your upgrade, and provide you with information on new and
enhanced solutions and functionality that have become available starting with the 8.4 release
through our latest 9.0 release.
Value of Upgrading
With each release of PeopleSoft Enterprise CRM, we strive to add value to your vital business
processes.
9.0 Highlights
• Extend Value with Next Generation Technology
§ Standards based technologies today to ease integration and lower costs
§ Invest in the foundation for Fusion
• Drive Superior Ownership Experience
§ Usability, productivity and performance enhancements direct from customers, usability

studies – “the customers’ release”
§ Marketing, Sales, Service – value add for existing investments
PeopleSoft Proprietary and Confidential Page 1

• Deliver Deep and Adaptive Industry and Business Processes
§ Delivered business processes and incremental functionality for Financial Services and
Communications markets
§ Continue CRM for Higher Education investment
8.9 Highlights
• Total Ownership Experience
§ Improved User Experience
§ UI and UE Redesign - New style sheets, design principles
§ Ease of navigation with Navigation Collections, Pagelet Wizard
§ Advanced Configuration
§ Active Analytics Framework, Profiles, Display Templates
§ Considerable Functional Enhancements across product lines
§ Setup Manager - Provides list of tasks & links to documentation during implementation
• Intelligent CRM
§ Drive corporate initiatives in your business processes & guide user decision making using
Active Analytics Framework
§ Strategic Account Planning & SmartViews
§ Build plans around customer segments to drive organizational goals
• Industry Focus
§ Wealth Management
§ Student Lifecycle Management
• Partner Relationship Management
8.8 Highlights
• Industry Offerings
§ CRM for Government, Energy, Insurance, High Technology
• Configurable Search
• Customer Quick Create
• Multichannel Marketing
§ Online Marketing
§ Profiles

• Collaborative Selling
§ Product Advisor
§ Enterprise Pricer
§ Territory Management for Leads and Lead Assignment
• Multichannel Communications & Correspondence Management
• HelpDesk for Human Resources
• Service Enhancements
§ Quick Codes for Support
§ Preventative Maintenance for Field Service
8.4 Highlights
• Industry Offering
§ CRM for Communications
• CRM Portal Pack
• Order Capture and OC Self-Service
§ Integrated to SCM for Fulfillment
§ Advisor (scripting) and Configurator (Calico)
§ Pricing Engine
§ Related Product & Installed Product enhancements
• Mobile Field Service and Sales
• Quality Management
§ Defect, Fix and Enhancement tracking
• Interaction Management

PeopleSoft Enterprise CRM New Feature List
PeopleSoft Enterprise CRM represents an ongoing commitment to providing best-in-class
applications that provide real business value. This New Feature List serves to provide high-level,
concise descriptions of new features and functionality in PeopleSoft Enterprise CRM 8.4, 8.8, 8.9
and 9.0.
The new features are grouped into the following sections:
• Cross Application Enhancements
• Service:
§ Call Center Applications including PeopleSoft CRM Support, PeopleSoft CRM HelpDesk
and PeopleSoft CRM HelpDesk for Human Resources
§ PeopleSoft CRM FieldService and PeopleSoft CRM Mobile FieldService
§ PeopleSoft CRM Quality
• PeopleSoft CRM Marketing
§ PeopleSoft CRM Online Marketing and PeopleSoft CRM Telemarketing
• PeopleSoft CRM Sales and PeopleSoft CRM Mobile Sales
• PeopleSoft CRM Order Capture and PeopleSoft CRM Services Management
• Industry Enhancements
Cross Application Enhancements

Product Model Enhancements
• Product Model
§ Product Relationships used during order capture and displayed in product catalog.
§ Easily extendable product attributes to support industry specific needs.
§ Product images.
§ Installed product options.
§ Regional based product support.
§ Pricing Engine support for discounting and surcharges, recurring and non-recurring
charges.
• Product Packages/Kits
§ Packages within packages.

§ Lightly configured packages.
• Product Catalog
§ A dynamic Product Catalog that is rules based and supports user/role/customer filtering.
§ Visible hierarchical relationships.
§ Rule based user permission filtering.
§ Configurable, dynamic display templates.
§ Product Search.
§ Product Advisor.
§ Ability to display product comparisons.
• Product Advisor for Scripting
§ Use captured responses from users to drive product selection.
Installed Product Enhancements

• Automatically create and update installed product records based on user-defined rules.
• Automatically generate installation service orders when an order for an installed product is
shipped.
• Establish hierarchical relationships between installed product records.
Pricing Engine
• Define which 16 pricing keys can be used for pricing.
• Define multiple price lists for products with recurring and non-recurring charges.
• Assign one or many price lists to a customer, customer group or region.
• Allow for discounts and surcharges to be defined based on the combination of 16 pricing
keys.
• Define free products to be added to the order.
• Handle of recurring charges.
• Define discounts for a specific order line or for an entire order.
Credit Cards
• Utilize the Credit Card number field to 44 characters.
• Leverage the PeopleTools encryption function to encrypt and decrypt credit card numbers.
• Add, update, or view credit card information associated with the consumer and
representative.
• Full two-way synchronization of Credit Card information between SCM and CRM.

Business Projects
Business Project Definitions
• Business projects transitions that are strictly rule-driven rather than based on a linear
business project tree.
• The Nested_Business_Project_Start PeopleCode function that enables you to dynamically

incorporate sub-business projects into a business project at runtime and instantiate sub-
business projects based on application data.
• Ability to identify actions that are invalid during specified phases.
• The BusProjectInvalidAction function that enables you to enforce invalid action checking.
Task Automation
• Information about the business project instance and business project’s parent object
available in an Application Engine program’s state record, thus enabling the AE program to
perform system tasks.
• The Trigger_Transition PeopleCode function that enables Application Engine programs,

EIPs, or other system processes to update task status, which in turn triggers business project
transition rules.
• Additional query roles for business projects to support notifications sent from sub-business
projects.
Business Project Administration
• Clone and delete business project and phase definitions.
• The Business Project Status component, used for tracking business project instances at
runtime, includes a page that shows you the underlying business project definition and its
transition rules.
• Business project tracing functionality that enables you to capture and review detailed
information about business project instances.
• The business project monitor that enables you to:
§ Select business project instances based on a variety of criteria.
§ Review summary information about the selected business project instances.
§ Drill into trace logs to view detailed information about a business project instance.
Component Event Processing

• In PeopleSoft 8.4 CRM, component event processing functionality has been enabled in
several additional components.
Notifications
• Using the URL Setup page, you can define different targets for links sent to internal and
external recipients. This now applies to all workflow action notifications (including component

event processing notifications and business project notifications), not just to manual
notifications.
Searching
• Support for multiple Verity collections.
• An additional collection (and corresponding search index templates) for Product Catalog
searching.
• Associate a collection with a PeopleTools JobSet to simplify the process of building a

collection on multiple application servers at once.
PeopleSoft CRM Interaction Manager

• Ability to manage customer interactions.
• Provides the entry point for all customer interactions and the central point to launch all
customer transactions, including quote/order creation, case creation, opportunity creation and
so on.
An interaction is the sum of the events that take place when a customer contacts the
organization. Interactions are comprised of sub-interactions, which are the events
themselves.
• The 360-Degree View or Agent View page that is the user interface for Interaction Manager
and can be configured to meet the customer’s business needs.
§ Using the 360-Degree View, the customer service representative can view consumer,
representative, or company details, and perform transactions.
§ In the customer view, all interactions and sub-interactions are recorded in the Interaction
Tree. The customer 360-degree view includes Profile, View Details, Relationship Viewer,
Display by Role, Add Transactions, Interaction Details, and the Interaction Tree.
§ The company 360-degree view includes Profile, View Details, Relationship Viewer, View
Child Company Data, Customer Hierarchy, and the Interaction Tree.
Correspondence Management
• Send email or print correspondence to one customer or contact or a group of customers or
contacts.
• Access predefined templates on which to base correspondence, and merge customer and
transaction data into the template.
• Keep complete history of the correspondence sent, and view the correspondence from its
related transaction or from the 360-degree view.
Email Response Management System (ERMS)

• Manage and track email from arrival through response, and record relevant events in the
email lifecycle.

• Route incoming email to the most appropriate provider group based on the content of the
email, and help customer service representatives to manage their email workload through
PeopleSoft CRM worklists and the new MultiChannel Console.
• Automatically reply to a structured email that is created when a customer submits information
through a web form.
• Leverage correspondence management functionality (such as the use of templates) when

responding to email manually.
• Provide customer service representatives with one-click access to complete customer

histories and profiles from the email, facilitating fully-informed responses.
• Associate email with new or existing cases, service orders, leads, orders, or other CRM
transactions that provide full-featured handling capabilities for specific types of inquiries.
When creating a new transaction, information from the email can be used to prepopulate
relevant transaction fields.
• Keep a complete history of inbound and outbound email, and view all email interactions
(including threaded email conversations) from their related transactions or from the 360-
degree view.
• Set standard email response times and send automated notifications at specified intervals to
ensure that the response times are met.
• Integration with NLP to provide email content analysis and recommend actions, documents,
and solutions to resolve email based on the analysis.
• Automated mail processing.
ERMS performs preliminary actions on incoming email automatically based on the

categorization of email (returned from NLP) and predefined email handling rules without
agent involvement.
• Improved user experience
The redesigned email component enables agents to review, research, and reply to inbound
email in the same workspace. Agents can perform common email actions, such as reply to
email and create case, with one button click.
• Enhanced search engine.
The search engine enables keyword searches on solutions within the database and
documents from HTTP websites and enterprise file systems.
• Real-time visibility into recent activities, email correspondence and related transactions, with
the ability to drill into any of these activities with one click.
For example, agents can quickly determine that a customer has called to escalate a case
prior to receiving a response to their email.
• Enhanced automatic selection of email templates from expanded template indexing that
includes email categorization, product group, individual product, or keywords.
• Automatic case creation for structured email with relevant email information prepopulated to

cases.
• Tight integration with CRM transactions to send outbound email.
Agents use the enhanced email workspace to respond to existing email or send a new email.
• Improved interface to display routing, action and audit history information, header information,
and content analysis scores (with NLP).
In addition, agents can tag an internal-only note to an email to other agents.
• Display of email thread through a simple tree structure and the ability to change thread
association.
Chat
• Give your customers the ability to initiate chat sessions from the Contact Us self-service
page.
• Route chat requests to agents, using the agent’s current phone, chat, and email sessions to
determine who is available to accept the chat.
• Display the 360-degree view of the customer to the agent who accepts the chat.
• Keep a history of chat sessions, including a complete chat log, and view all chat interactions
from the 360-degree view.
• Chat support in all CRM self-service pages.
• Ability to route chat requests to appropriate queues based on user-selected subjects.
• Integration with NLP to provide suggested answers automatically to customer questions.
• Enhanced product interface to improve user experience.
• Visibility of history and interaction information on chat sessions in a single component or

related to business transactions, such as cases or orders.
• CRM pages related to the source of the chat request pop up on the agent screen along with
the chat window, providing relevant information about callers and transactions.
Contact Management
• Using quick customer create you can quickly create a consumer, contact, or company on one
page, including name, address, and contact method.
• Customer search and selection enables you to configure and select individual or combined
key search fields for consumer, representative, or company.
• Relationship viewer and relationship maintenance provides the ability to see detailed and
summary relationship information about your customers and contacts in a graphical (tree)
format.
• Simplified address maintenance lets you update an address once and either distribute it
across all of the contacts and customers that reference the address or selectively pick those

contacts and customers who should receive the address change.
• Integration with billing and receivable systems enables your agents to view recent invoices
and payments for a customer in the 360-degree view.
Configurable Launch Page

• View links specific to a user’s role or roles, enabling one click access to any PeopleSoft page.
• Includes predefined links for roles that that are shipped with the system.
Mapping Integration
• Provides prebuilt integration to mapping software to display the location of problems, agents,
and work crews on a visual map.
Usability
• Spell check enables users to perform check the spelling in certain text fields, including fields
that may be exposed to customers through self-service or through correspondence
management mail merge functionality.
• Standardized toolbar expands the use of the toolbar to all CRM transactional pages,
providing users with quick summary data about the current transactions as well as buttons
used to perform common actions.
• Improved page layout increases users efficiency by minimizing clicks and optimizing the
presentation and layout of pages.
• Configurable search pages provides end users with the ability to personalize the appearance
and behavior of certain search pages and to use search pages for list management functions
such as editing data within the search results grid.
Integration with PeopleSoft Configurator

• Use a visual drag-and-drop modeling environment for fast solution development, deployment
and maintenance.
• Support a data-driven user interface to support multi-channel applications.
• Optimize performance using administration/monitoring tools.
• Perform team modeling for fast parallel model development.
• Perform compound modeling that supports complex products, services, or solutions.
• Apply constraint technology for user-guiding behavior
• Provide disconnected user support for effectiveness of mobile salespersons.
§ PeopleSoft Mobile Configurator allows users to create configurations from a

disconnected laptop. Sales representatives can remotely configure complex products,
services, or solutions. PeopleSoft Mobile Configurator is currently a standalone product
that can leverage the same external user interface solutions deployed by PeopleSoft

Configurator.
• Use Integration Broker to support access to third party systems.
Customer Value
• A key performance indicator (KPI) of customer value received from PeopleSoft EPM is
displayed on CRM transactions to drive customer interactions in real time.
• The customer value KPI is based on enterprise-wide data that provide a complete view of
customer values, satisfactions, and relationships within the context of an interaction.
• CRM transactions that display a customer value indicator include:
§ Case
§ Lead and Opportunity
§ Service Order and My Service Order
§ Agreements
§ Installed Product
§ Mobile My Service Order
§ 360 degree view
§ Email (ERMS)
§ Company, Contact, and Consumer
§ Order and Quote
Smart Views
• Provide online, real-time multidimensional reporting combined with powerful what-if modeling
capabilities.
• Lets you easily model and test key business drivers in relevant scenarios for a competitive
advantage.
• Based on the Business Analysis Modeler (BAM) tool that PeopleSoft ships with the CRM
application.
• CRM delivers smart views in the following product areas:
§ PeopleSoft Marketing.
Uses cumulative marketing activities and their associated results for high-level, browser-
based, multidimensional reports that provide you with the information needed to drive
marketing actions based on real-time insight and predictive analysis.
§ PeopleSoft Telemarketing.

Provides you with agent effectiveness information based on the ability to measure sales
performance by agent, team, campaign, or campaign wave— in addition to ratio of sales
to completed presentations. The sales conversion rate is defined as the number of sales
divided by the number of prospects: by list, campaign, agent, or team.
§ PeopleSoft Order Capture.
Provides you with key insights into how your business is performing. These reports
display information regarding total revenue by sales channels and product line or
business unit, number of orders taken, quote-t o-close ratios, top 10 selling products by
revenue and volume, top 10 customers, average selling prices, average margins, and
order status information.
§ PeopleSoft Support.
Use the management dashboard to provide analytical tools for visibility into the overall
status of your contact center. This information improves your ability to detect trends for
proactive problem management, evaluating team or agent performance metrics, and
identifying training and staffing needs. Support also offers the Service Level Management
Smart View, which provides visibility and metrics around service level agreements.
§ PeopleSoft FieldService.
Helps you to efficiently manage your field service operations by providing important
analytical information about your customers and the overall business process
performance of your service organization. Use these smart views to collect information
such as number of service orders (in various open statuses) currently assigned to
provider groups and technicians, number of days in which service orders remain opened,
worker’s availability in hours, worker’s actual work hours and utilization rate, which can
be used to evaluate the performance of technicians and your operation. The ability to run
“what-if” scenarios (by modifying data to simulate business changes) in an analysis helps
you to gain insight into your service business and make smart decisions.
PeopleSoft CRM Partner Relationship Management

In this release, comprehensive partner relationship management solutions include the following
products:
• Partner Portal
• Partner Strategic Planning
• Partner Lifecycle Marketing
• Partner Collaborative Sales
• Partner Collaborative Commerce
• Partner Integrated Service
PeopleSoft CRM Process Integration Packs

• PeopleSoft Enterprise CRM Process Integration Packs integrate business processes and
data between PeopleSoft CRM 8.9 and Oracle applications and between PeopleSoft CRM

8.9 and SAP 4.6C. Products are:
§ Service Fulfillment for SAP
§ Service Fulfillment for Oracle
§ Order Management for SAP
§ Order Management for Oracle
§ Service RMA for SAP
§ Service RMA for Oracle
• The Order Management process supports the generation and management of sales orders,
including processes for checking part availability, tracking shipments, and maintaining
inventory levels. Enterprise integration points (EIPs) for Order Management are:
§ Product Availability.
§ Sales Order.
§ Order Status Change.
§ Order Update to PeopleSoft.
§ Order Updates from PeopleSoft.
§ Order change notice.
§ Shipment Integration.
§ Billing Integration.
§ Payment Details.
• The Service Fulfillment process supports the generation and management of service orders,
including processes for creating service part requisitions, tracking service costs, and
generating invoices. EIPs for Service Fulfillment are:
§ Item requisition generation.
§ Expected Receipts
§ Item Receipt.
• The Service RMA process supports the generation and management of RMAs, including
processes for creating support cases, handling customer returns, and maintaining service
agreements. EIPs for Service RMA are:
§ Item Availability.
§ Installed product integration.
§ Item Adjustment for the Used/Removed Material.
Active Analytics Framework

• Provides components for setting up the analytic framework, which includes managing the

data library, building policies, and managing actions.
• These components provide a way to define flexible business rules, called policies, which can
be altered without modifying application code.
Interactive Reports
• Pages to define the interactive report environment.
• The PeopleSoft Business Analysis Modeler model file, which contains the data structure and
calculation rules that PeopleSoft queries use to select the appropriate data for the report.
• The PeopleSoft Business Analysis Modeler PageView file, which contains the report layout.
• A page to capture the capture query prompt values and launch the report Application
developers generate the model, PageViews, and PeopleSoft queries used with Interactive
Reports.
Navigation Collections
• PeopleSoft delivers a set of Navigation Collection portal utilities including:
§ The Navigation Collections component.
§ Navigation Collection system and registry defaults.
§ Portal utility batch processes.
Pagelet Wizard
• Pagelet Wizard provides a user-friendly, browser-based graphical user interface (GUI) that
guides you through pagelet creation and publication.
PeopleSoft Data Transformer

The Run Summary feature enables you to see:
• Which subprocesses are involved within a particular utility activity.
• When a particular subprocess (chunk or map) begins.
• When a particular subprocess (chunk or map) completes.
• Which subprocesses didn’t complete successfully.
• Which process instance is associated with a particular chunk or map.
Setup Manager
• Using the Manage Setup Tasks component, review and manage your Setup Task List, which
represents setup tasks required to support the product that you are implementing.
• Setup tasks are sequenced in the order in which they must be completed.
• For each setup task in the setup task list, there is a related navigation path that shows where

a setup component is located and a direct link to that setup component.
• For each task, a suggested load method is identified and links to PeopleBook documentation
are available so that you can view documentation for that setup component.
Global Profile Management

• An automatic profile table creation option has been added for Profile creation. With this
option, organizations do not need to use PeopleSoft Application Designer to create the tables
required for profiles.
• Profile questions and responses across multiple languages.
• Interactive dialog boxes that facilitate updates to profile fields on customer, contact, and
partner pages.
Application Configurability
• Templates for specific industries and business models.
• Additional configurability for flexibility and short implementation times.
• Application configurability that extends to many features of PeopleSoft Enterprise Support,

such as Solution Advisor preferences and quick codes.
• The ability to leverage action links (custom-defined URLs) on the Case page to enable easy,
web-based integration with external applications.
Knowledge Management
• The knowledge management system of PeopleSoft Enterprise Solution Advisor has been
enhanced with a more powerful engine for keyword searching and with a Natural Language
Processing (NLP) engine.
§ Automatic suggestion of solutions to an agent using NLP and for feedback to the case for
auto-categorization.
§ Solution Advisor integration and functionality in PeopleSoft Enterprise FieldService and

Quality Management solutions.
• Expanded search capabilities and performance.
§ Spider index crawling.
§ Alternate spelling.
§ Stop word.
§ Thesaurus.
§ Expanded advanced search.
§ More like this option.
§ Solution summaries.

§ Additional search domains.
CTI Integration
• A thin-client CTI that is enabled with third-party CTI vendor products through configuration via
PeopleSoft Pure Internet Architecture. Customization is not required.
• Configuration of organizations’ desktops through a JavaScript API to incorporate telephony

functions throughout their interface.
• Configurable click-to-dial function that enables agents to make outbound calls from
transactions.
• Additional third-party JavaScript functions that can be configured for use from the CRM
toolbar.
• Enhanced reporting data and access to analytics by capturing the call ID and automatic
number identification (ANI) digits with CRM interactions record.
• Creation of interaction records for CTI activities, which capture the third-party call ID and ANI
digits.
Configurable Search
• In the configurable search, the most recent searches that a user has performed are saved
automatically.
The recent saved searches are added to the saved search drop-down list box, displaying the
most recent searches chronologically, and ensuring that the same recent searches are not
repeated.
BPEL Process Manager

• PeopleSoft CRM 9 is integrated with Oracle’s BPEL Process Manager.
The Oracle BPEL Process Manager, a component of Oracle Fusion Middleware, provides a
comprehensive, standards-based, easy-to-use solution for creating, deploying, and managing
cross-application business processes with both automated and human workflow steps—all in
a service-oriented architecture (SOA). PeopleSoft CRM 9 delivers 19 service-enabled
components and over 70 standards -based operations that can be performed on PeopleSoft
CRM components. Services include:
§ Customer Related—customer, address
§ Sales—lead, opportunity, sales user
§ Industry—financial account, policy, claims, phone number administration
§ Support, Field Service, HelpDesk—case, agreement, service order
§ Common—correspondence, task, translate lookup
BPEL Process Manager integration with PeopleSoft CRM provides the ability to:
• Create and update graphical business-process flows using a business user tool:

§ Construct the steps and phases that make up the process (steps can be either manual
and automated, synchronous or asynchronous).
§ Define the operation that the step should perform.
§ Identify dependencies between steps, rules for transition, and branching.
§ Define step assignment and duration of step.
§ Define escalation rules if a progress is hindered for a process.
• Initiate processes from PeopleSoft transactions (case, order, and more):
§ Processes are initiated manually or are automated using AAF.
• Notify PeopleSoft users by worklist for business process steps that require manual work, or
process with automatically created tasks and assign them to users as defined in the business
process. Updating the Worklist item status or Task status to indicate that it is completed or
canceled will result in an update of the business process, allowing it to proceed to the next
step in the process.
• Monitor the progress and status of the business process, using the business process monitor,
from the 360-degree view or from the component where the process was initiated.
• Business projects will continue to be supported and used in CRM 9. Business projects and
BPEL business processes can both be used in a CRM 9 implementation.
Oracle 10g Database and Application Server Certification

• Customers are provided the choice of using Oracle 10g Database and Application Server
with their PeopleSoft CRM 9 implementation.
XML Publisher
• XML Publisher has been integrated in PeopleSoft CRM 9 for use with correspondence
management, specifically to generate Acrobat (PDF) documents.
• Oracle’s XML Publisher is a standalone Java-based reporting technology that streamlines

report and form generation. A primary feature of XMLP is the separation of the data
extraction process from the report layout.
• XMLP provides the ability to design and create report layout templates with the more
common desktop applications of Microsoft Word and Adobe Acrobat, and renders XML data
based on those templates. With a single template, it can generate reports in many formats
(PDF, RTF, Excel, HTML, and so on) and in many languages.
Interactive Services Repository (ISR)

• ISR has replaced the Enterprise Integration Points Catalog on Customer Connection.
Developers use ISR to document the technical structure of an integration point, its design
patterns, and underlying technology. Analysts will use ISR to explore and understand
integration points from a business process context.

Service
PeopleSoft CRM Support and PeopleSoft CRM HelpDesk
• Both call center applications integrate with the new PeopleSoft CRM Quality application.
You can relate cases to defects; PeopleSoft delivers component event processing rules that
manage notifications related to this integration.
• Improved interface for creating and viewing case relationships with other CRM objects.
• The error validation process is no longer automatically invoked when you view Frequently
Used Solutions; you now can choose whether to invoke the validation process.
• Case resolution.
Improves usability through a streamlined interface that enables users to enter solutions IDs
and independent text solutions directly on the Case page. Additionally, frequently used
solutions and the solution search have been bundled together in the Solution Advisor, making
it easier for users to move from one method to the other.
• Case history.
Provides a more comprehensive view of the case by adding an action relevant description to
each entry in the case history view. This enhances the usability of the case history by
transforming it into a single view of all relevant actions that have occurred from the opening of
a case through resolution. Data captured in the description for each event is configurable—
that is, you can configure the type of information that displays for each type of event.
• Application configuration.
Extensive search configuration options enable you to control which case fields appear on the
case search page and what level of personalization is available to end users. Additional
configuration options give you control over the use of products and installed products within
cases. In PeopleSoft Support, you can also easily enable and disable support for anonymous
callers, credit card processing, and entitlement features.
• Competencies.
Enables the assignment engine to find the person or provider group best qualified to resolve
the customer’s problem based on one or more competencies associated with the case’s
category, specialty type, detail. In PeopleSoft 8.8 CRM, the case problem type can now be
associated with multiple competencies.
• Reduced number of clicks required to complete key processes such as case resolution.
• Redesigned flow to use page real estate more efficiently and present information in a more
effective manner, including the ability to obtain an overall assessment of an existing case or
create a new one without having to navigate to another page.
• The ability to enter an issue before identifying the customer to accommodate unique business
processes.
• A more consistent user experience across products to make integration more seamless and

navigation more efficient for users.
• An improved customer search process, which resembles the task flow of service resolution.
• An improved toolbar.
• Ability to invoice the customer for services rendered, regardless of whether a service
agreement is in place.
• Integration with PeopleSoft Billing for both one-time and recurring charges, including
associated revenue recognition and automated recurring bill generation.
• Generation of customer invoices on a per-incident basis or based on actual time spent.
• Ability to record time, material usage, and expenses in PeopleSoft Enterprise FieldService
and automatically send the information to Billing to create customer invoices.
PeopleSoft CRM Support Self-Service

• Direct access to Frequently Asked Question (FAQ) solution libraries.
• Access to troubleshooting scripts.
PeopleSoft CRM Support-Specific Enhancements

• Non-installed products.
Provides the ability to create cases without requiring the selection of an installed product.
Your contact center agents can provide presales customer care, support for customers who
have not registered their products, and support where the concept of an installed product
does not exist.
• Quick codes.
Allows for the categorization of commonly encountered problems through codes that, when
selected, drive the prepopulation of values on the case. Quick codes dramatically improve
your contact center agent’s productivity by minimizing the number of the keystrokes required
and ensuring that common problems are captured and identified using a consistent set of
values.
• Category, specialty type, and detail.
Provides hierarchically-related case categorization fields. Selection of a category

automatically limits the valid specialty types, and selection of a specialty type automatically
limits the valid details. The ability to categorize a case with greater precision provides better
analytical measurements, faster call resolutions, and greater customer satisfaction.
• Upsell and cross-sell.
Gives contact center agents one-click access to the Order Capture page from both the case
page and from upsell and cross-sell scripts. The transfer automatically prepopulates
customer information in the order form, and tracks the creation of orders from cases so that
you have increased visibility into the effectiveness of your call center’s upsell and cross-sell
activities.

• Service level agreements are enhanced to include:
§ You can now entitle customers based on the type of product the customer owns or a
specific customer on a case. Service entitlement can also be based on the priority of the
issue, the customer value, and the type of issue, or the source of the issue (for example,
self-service versus phone).
§ Notifications can be configured to notify agents and management when case agreements
have exceeded a percentage of their response or restore time.
§ Automatic SLA search inside the case, which is configured through AAF.
§ Holiday schedules when you are calculating entitled response and restore times,
ensuring that response and restore times reflect holidays that are defined on the service
agreement.
§ Prepaid agreements without pricing, which allow companies to provide a limit to the
number of prepaid service calls in a specific time period.
§ The ability to allow multiple products per agreement line, providing more flexibility and
reducing the administration of creating agreements.
PeopleSoft CRM HelpDesk-Specific Enhancements

• Employee interactions and 360-degree view of the employee.
Gives help desk agents the ability to track interactions for workers and to view all relevant
information for the worker in a single location.
• Integration with Asset Lifecycle Management (ALM) that is part of the PeopleSoft Financials
applications. Through this integration, organizations will have a complete end-to-end view of
all of the financial, contractual, and physical data pertaining to IT assets.
• IT HelpDesk now provides the ability to associate existing Change Requests with a new case
using the Related Actions functionality.
• Case Creation on Behalf of Another Employee. This new functionality enables one employee
to open a case listing a different employee as the primary contact.
PeopleSoft CRM HelpDesk for Human Resources

PeopleSoft HelpDesk for Human Resources has been specifically designed for the unique needs
of HR help desk agents and includes:
• 360-degree view of the employee.
Provides your HR help desk agents with a complete view of employee information to help
answer and resolve human resource issues. This view displays both CRM and HR data,
including cases, interactions, payroll, benefits, job data, organizational reporting structures,
and so forth.
• Easy access to human resources data from cases.

Agents can view and update key human resources information directly from the PeopleSoft
HelpDesk for Human Resources application. Agents can instantly transfer to the appropriate
employee transactions including payroll, benefits, and W-9 information—with no additional
keystrokes or reentering of data. Role-based links ensure that agents can transfer only to the
HR transactions that are appropriate, and the HR data remains in your HR system of record,
ensuring data security and integrity. Link tracking ensures that the case maintains a record of
which HR transactions were accessed in the course of resolving the case.
• Tight integration between HRMS and PeopleSoft CRM.
Integrates PeopleSoft HelpDesk for Human Resources with your human resource
management system so that relevant profile data such as national ID is brought into the CRM
database. Role-based security for sensitive HR data ensures that even though this profile
information is stored in the CRM system, it is visible only to those users with permission to
view it.
• Protection of sensitive case data.
Ensures that cases containing sensitive data can be secured so that only members of the
provider group that is assigned to the case are able to see the case and the sensitive data
within.
• Integration with Global Payroll and Support for Human Capital Management (HCM) 8.9
• Support for Person Of Interest (POI) and Contingent Worker for HCM
• Employee/Manager grievance cases
• Opening a case on behalf of a direct report
• Service Level Management Enhancements
§ Holiday schedules for response and restore entitlement calculations
§ SLA escalations and alerts based on a percent completion of response and restore
entitlements
§ Worker Type as an agreement criteria
PeopleSoft CRM Quality Management

• Hierarchical product structure definition
• Easy defect and fix tracking
§ Identify defects associated with particular products or components.
§ Advise customers about fixes that they have not yet applied.
§ Identify component problems affecting multiple products or versions.
§ Log product enhancement requests made by customers and quality assurance

engineers.
§ Monitor requirements for quality certification processes such as ISO 9000.
§ Measure product quality, identify defect trends, and assess customer satisfaction.

• Component event processing workflow functionality
• Usability.
Incorporates the new common components tool bar and configurable search functionality.
• Reason Code.
A new reason code enables users to further refine defect Status/State combinations to three
levels of explanation.
• Related Defects.
A new Related Defects component enables users to link new or existing defect issues to
others. This provides tracking of issues that might be resolved with the same fix.
• Environments.
The existing Environments page has been changed so that the field values are automatically
populated when the Product/Version combination is selected on the Defects page. A new
button has also been added to enable users to select a particular environment when more
than one is available.
Information Technology HelpDesk

• Knowledge management.
• IT asset management integration framework.
§ The ability to integrate with either third-party IT asset management applications to launch
IT asset discovery and desktop remote control from HelpDesk.
§ An installed product EIP that enables synchronization of physical assets with asset
records.
§ The ability to configure URLs to launch new web browser windows, which you can use to
access a third-party asset management system.
• Systems management integration framework.
§ The Systems Management integration framework provides a mechanism for integrating

third-party network management applications (such as OpenView, SMS, and Tivolli) to
PeopleSoft Enterprise HelpDesk.
• Service-level agreement management.
§ Associate an SLA with HelpDesk cases (one SLA per case).
§ Provide both users and management with insight into performance against targeted
service levels and related agreements.
§ Two enhanced interactive reports—one for the HelpDesk applications and one for
Support SLAs.
• Employee self-service.
§ Enhanced out-of-the-box access to troubleshooting guides and frequently asked

questions.
§ Chat -enabled self-service pages.
§ The ability to automatically provide employees with lists of suggested solutions, based on
the content of their request, while a chat request is in the queue.
• AAF.
§ Embedded service analytics that suggest next actions and provide related dialogs based
on the case information and description.
§ The addition of authentication tokens for single sign-on.
§ One-click access to the applicable application page or branch script.
§ System-generated recommendations (using Real-Time Advisor) when up-sell

opportunities exist.
• Defect and enhancement request management.
§ PeopleSoft Enterprise Solution Advisor has been integrated with the Quality solution in
PeopleSoft CRM 8.9.
It provides the capability to search the solution library by using text searches. You can
search for and view defect, enhancement, and fix information.
• Case configurability.
§ Configurable Case Search page.
§ Functionality to add new cases and search for existing ones.
§ Display of the commonly referenced fields at the top of the Case page.
§ Users can escalate a case from the main Case page and any other page in the Case
component by clicking the Escalate Case button.
§ Users can easily find solutions and close cases.
§ This release also offers a simple way to add notes directly from the main Case page.
§ Quick Code functionality is enhanced; Quick Code now can automatically fill several new
fields.
§ A new Case - Summary page enables users to view all of the case information.
§ The Case page includes Main and More tabs in the Information section.
• Support of best-practices business processes.
§ Central to implementing best practice standards is PeopleSoft HelpDesk Change

Management, which is a set of strategies, policies, and procedures that is designed to
manage and facilitate enterprise and system changes.
§ The Change Management process involves the request, management, closure, and
documentation of organizational changes such as problem fixes. performance
improvements, software or operating systems upgrades, hardware upgrades,
functionality enhancements, end-user requests, business changes (such as
reorganizations, relocations, downsizing, and so forth).

Service Profitability Management
• Ability to record time, material usage, and expenses on the service order in FieldService and
send invoice information to Billing for customer invoicing.
• Integration with Billing for both one-time and recurring charges, including the associated
revenue recognition and automated recurring bill generation.
• Ability to sync the cost of the material from PeopleSoft Enterprise Supply Chain
Management.
• Ability to apply tax calculations during billing invoice finalization for both value-added tax
(VAT) and sales and use tax (SUT).
PeopleSoft CRM FieldService

• User experience.
§ Improves the accessibility, content, and presentation of the Dispatch Board for greater
visibility to your extended service organization, service representative availability, and
workload.
§ To eliminate data entry effort, Dispatch Board puts into memory the user’s selected
search values from the last session and prepopulates these values onto the page next
time when it is opened.
§ The service order has been redesigned to enhance usability and minimize scrolling.
§ Multiple tabs are introduced in the service order, which provide easy access to
information and tools needed for service order management; you can add business
projects, branch scripts, notes and attachments to service orders.
• Preventive maintenance.
§ Provides the functionality to systematically manage preventive maintenance programs

and automatically schedule and generate service orders, reducing costs associated with
maintenance programs.
§ The system schedules the creation of service order for preventive maintenance based on
the frequency and lead-time that are defined by users.
§ You can cancel or reschedule a preventive maintenance service for a customer anytime
before its service order gets generated.
§ You can also track the status and progress of preventive maintenance service orders
through the system-delivered inquiry page.
• Automatic calculation of service order duration.
§ Provides the ability to automatically calculate and populate the required start and end
dates and times for newly created service orders.
This functionality bases the calculation of service order dates and times on customer or
service entitlements and the task duration of the associated service activities in the order.
It helps the dispatchers to minimize data entry effort.

• Automatic technician assignment.
§ Enables the system to automatically assign new service orders to best fit provider groups
and technicians through the use of assignment engine.
• Service Order Configuration.
§ Lets you control the display of product and installed product related information within
service orders easily with the use of configuration templates.
§ Allows you to enable and disable support for anonymous callers, incident addresses and
entitlement search.
• FieldService smart views.
§ Offers online, real-time multidimensional reporting combined with powerful “what-if”

modeling capabilities to provide you with relevant and dynamic information about the
performance and profitability of your field service operation.
• Product registration.
§ Enables customers to register new and existing products online anytime and anywhere
via the self-service application.
PeopleSoft CRM Mobile Field Service

• Ability to create a service order.
• Ability to merge a service order on the mobile device with an existing one that has been
created connected.
• Ability to check on-hand inventory balances.
• Ability to view installed product history.
• Ability to view and manage notes and attachments.
Mobile Field Service enables users to add notes and attachments to a service order. Users
can view the visibility, note summary, note content, attachments, the person who added the
note, and the date and time it was added. The system displays a button at the bottom of the
page so users can easily add new notes or attachments.
• Improved usability.
Technician Productivity
• Ability to record time, material usage and expenses for a specific service order and
automatically send the information to Billing for customer invoicing.
• Ability to copy planned time and dates to the time log with a single click.
• Ability to view and check availability of the materials required to complete the service from the
Required Materials page without leaving the service order.
• Ability to order and receive material for several service orders on one page.

Cross-Sell and Up-Sell
• AAF technology to generate upsell information for Support cases.
• Ability to access PeopleSoft Advisor recommendations from cases.
• Ability to allow existing data and past answers to PeopleSoft Advisor questions to be used in
determining recommendations.
• Ability to make recommendations through data lookup, Q and A, and a combination of data
lookup and Q and A.
• Ability to generate recommendations without the need for the user to answer questions.
• Ability to configure PeopleSoft Advisor to hide questions that have already been answered by
the user.
PeopleSoft CRM Support, PeopleSoft CRM HelpDesk and PeopleSoft CRM

HelpDesk for Human Resources
• Actionable 360 Degree View: The 360 Degree View has been taken to the next level allowing
agents to carry over into transactions information that they find about customers.
• Text Tray: This new feature speeds data entry for commonly keyed text.
• Worklist Redesign: Improves the agent’s ability to prioritize work and manage work more
efficiently.
• Unified Agent Desktop: Improves agent efficiency when you are handling calls from phone,
email, and chat channels.
• Server Side Computer Telephone Integration (CTI): An architectural change to our CTI
integration allows for lowered cost to deploy CTI.
• Enhancements to Case Display Templates in PeopleSoft CRM 9 provides for the creation of
new case display templates and the automatic selection of a display template for use, thus
allowing different case user interfaces dynamically that meet the needs of different users,
business units, and case issues.
• When you use Active Analytics Framework (AAF), a solution authoring workflow can be
configured in CRM 9 providing the ability for a workflow to be initiated when an agent creates
and submits a new solution from the case.
• Online satisfaction surveys, using PeopleSoft Online Marketing 9, provides the ability to
create surveys and automate the survey distribution process upon closure of the case. Once
the online survey is complete, the survey score is updated in the case itself. This score is
then used in the Service, HelpDesk, and HelpDesk for Human Resources Dashboards
• Usability enhancements to the case include:
§ The ability to print and email a summary of the case in an attractive user interface and
printer-friendly format.
§ Agents know whether a transaction exists in a tab before clicking it. Counts appear on the
tab, indicating the number of transactions on that tab.

§ Case ID is provided to agents prior to saving the case. Agents can in turn ensure
customers of a tracking mechanism early on during their interaction.
§ Correspondence Management now has additional terms. Correspondence templates can

now be built using any case criteria.
§ Notes and specific solution details can be eliminated from email and case
correspondence. For example, do not send internal notes to customers and send solution
details only for solutions that you want customers to see.
§ The product group has been added to the case, functioning hierarchically with the
product field. Users can identify the product group on the case to filter the searchable
products.
§ Case search display results have been improved to help identify cases of interest more
readily. Additional columns include Assigned To, Provider Group, Status, and Priority.
§ Save time by closing out cases automatically rather than manually. Automatic case
closures and updates are now available. For example, automatically close a case that
has been waiting on a customer response for longer than seven days. Cases can be
closed with an existing solution on the case or an administrator can add one.
§ Tasks can be added to a case manually or automatically. Agents can manually create
tasks on a case to document activities related to the case. Alternatively, AAF can be used
to create a grouping of tasks in the case automatically, based on specified criteria. Tasks
can also be created from the Operational Dashboards for Support, HelpDesk, and
HelpDesk for Human Resources.
§ When cases are escalated, an escalation count will be incremented and the date and
time of the last escalation will be recorded on the case.
§ On the Case page for this release, the Red Restore and Yellow Restore fields display the
date and time that the problem or service will turn red or yellow if it is not restored. These
fields are used in conjunction with agreements.
Service Level Management Enhancements

• Holiday Schedules for Response and Restore Entitlement Calculations
• SLA Escalations and Alerts Based on a Percent Completion of Response and Restore
Entitlements
• Worker Type as a Service Level Agreement Criteria
Marketing
PeopleSoft CRM Marketing
• Enhanced List Selection Criteria With Addition of “IN” Operator.
When you create lists using our List Builder functionality, the “IN” operator enables you to
match a field value against a list of values rather than having to define multiple rows using
specific values.

• Marketing Driven Price Sets.
Enables you to create your own price sets tied to campaign waves. These price sets can be
used within Order Capture to provide discounts driven by Marketing. Also, from within Order
Capture, you will now be able to specify a particular wave and get Marketing defined pricing
that is exclusive to the wave.
• Telemarketing Agent Assignment and Scheduling.
§ You have the option of assigning agents either as a team (provider group), or on an
individual basis.
§ You can assign individual telemarketing agents to specific work schedules within the
overall timeframe of a campaign wave.
• Profiles. With this release, we introduce the concept of Profiles. Profiles reference data to and
from the Business Object Relationship Model (BORM), transactional tables, or user defined
profile tables. Two profiles are provided with the system, one for individuals and one for
organizations. Profiles are used to:
§ Define target audiences for use in marketing activities.
§ Create questions in PeopleSoft Online Marketing Web-based documents.
§ Merge stored profile attribute values into PeopleSoft Online Marketing email or
Webbased documents.
§ Bring data from external sources into the BORM using PeopleSoft Customer Relationship
Management (PeopleSoft CRM) Data Import.
§ Enable analysis of profile data using Marketing Insight.
• Cross-channel marketing. Provides integrated business processes across both traditional and
online channels, from designing marketing campaigns through campaign executions and
response management.
• Import external lists.
§ Enables you to import external data into the CRM database, such as new prospect lists
for multichannel campaigns.
§ Lets you make updates to existing customer records to supplement profile data for better
targeting and personalization.
§ You can specify rules to match, update, or add records.
• User experience enhancements.
§ A new visual representation for campaign and wave hierarchies and relationship
information to better highlight key information.
• Intelligent actions
§ AAF integration enables marketers to manage and schedule resources and activities by
marketing activities, as well as by target audiences and segments.
• Audience segmentation

§ A visual segment builder
§ Enterprise segment definitions
§ Integration with a new virtual data library.
§ Privacy controls.
§ Configurable searches in audience creation.
• Real-Time Advisor
§ The ability to use intelligent actions, profile information, and segmentation to drive
recommendations and determine best offers. The AAF is called to gather metrics about
customers and their buying patterns, and to recommend products and services.
§ Real-Time Advisor is now a so-called black -box service that can be called with a set of
parameters to return a selected product, without running an Advisor dialog session.
§ An integrated marketing approach to coordinate Real-Time Advisor events with other

inbound and outbound marketing programs, campaigns, and activities.
• Usability
§ A new marketing calendar, which can search for and display marketing programs,
activities, and campaign rollups.
§ One-click reporting from a campaign.
§ A hierarchical marketing program structure that enables users to define three-tier

marketing programs (rollup, programs, and activities).
• Frequency Management:
§ Marketers can now manage the number of contacts with a customer in a specific period
of time so as to increase hit rates and avoid spam blacklisting.
• Dialog Mover:
§ In instances in which multiple environments are used for the development, testing, and
production of online dialogs, the ability to transport the dialog and its associated settings
from source to target environments eliminates the need to re-create work in different
environments.
• Enhanced Survey Capabilities:
§ The new scoring framework enables marketers to weight questions so as to calculate an

overall survey score.
§ Tight integration with PeopleSoft Support 9 allows for automated survey distribution upon
case closure, and it even goes so far as to update the case with the satisfaction score.
• Enhanced Bounce Management:
§ Provides the ability to track and report on unsuccessful email communications that may
have failed on account of either hard or soft bounces such as an invalid email address or
a full email box.

• Usability and Performance Enhancements:
§ Additional enhancements greatly ease the marketer’s job of designing emails and web
documents.
• Offer Management:
§ An integrated offer throughout the CRM applications enables marketers to create and
define an offer, associate it with a marketing campaign, and then have the offer appear in
the 360 Degree View for a customer service representative to present to a customer
while the representative has the customer on the phone.
§ It is also integrated with Order Capture so that the offer can be processed and fulfilled.
§ Links are also available to third-party offer optimization engines to increase customer
propensity for acceptance.
• Internal Communications:
§ Improve internal communications with the use of dynamic content for more relevant
communications and stronger corporate alignment.
• Telemarketing Time Zone Calculation:
§ Avoid calling customers at inappropriate times by automatically calculating the time zone
of the customers and prospects that are associated with campaign activity.
• Improved Synergy between Marketing and Sales:
§ New improvements in lead integration help marketers pass along more information to
sales for better lead management and sale closure.
PeopleSoft CRM Telemarketing

• Integration to PeopleSoft Order Capture.
§ Enables telemarketing agents to identify, qualify, and convert leads directly to sales
orders.
• Integration to PeopleSoft Sales.
§ Drives collaboration between your telemarketers and sales resources through close
coordination of lead generation and prospect qualification.
§ The call disposition and lead qualification status are determined by comparing the score
returned from the branch scripting responses to a configurable ratings model.
PeopleSoft CRM Online Marketing

• Integration with PeopleSoft Marketing.
§ PeopleSoft Online Marketing integrates with PeopleSoft Marketing through profiles and
audiences.
§ Profiles are used by Online Marketing to enable data flow to and from your customer
database and to create web and email documents.

§ Audiences are generated from your customer database or records imported through the
PeopleSoft Marketing application.
• Online Marketing Dialog.
§ An Online Marketing Dialog is your means of marketing contact with prospects and
consists of one or more actions or promotions, such as an email offer sent to a target
audience.
§ An online dialog can consist of a single event or a series of events, such as sending
broadcast emails, displaying a web page, sending follow-up emails, and so on.
• A browser-based interface that enables collaboration across multiple users.
• A process flow designer that enables users to visually connect outbound reach with inbound
response.
• Dynamic controls—such as flow chart, zoom, and panning in and out—that enable users to
see details of communications strategy as necessary.
• A drag-and-drop interface that enables users to quickly and easily design interactions with
customers.
• Dynamic, personalized content that is available for web pages and in email messages.
• Global, Unicode data support.
• Single marketing user interface.
• Enhanced single/triggered email.
• Enhanced recovery and res end capabilities.
• Higher email throughput and performance.
§ Multiple instances of Mailers, bulk and single mailer, can now be run.
§ Multithreaded rendering has been added for Mailcasters to improve the rendering
throughput
§ Email logging is done in bulk at the end of the mail job to reduce the logging overhead.
• Control Center has been integrated into PeopleSoft Pure Internet Architecture. Control,
reporting, and usability have been enhanced.
• PeopleCode custom functions.
• Profile questions and responses across multiple languages.
• Interactive dialogs for easy updating of profile fields on customer, contact, and partner
windows.

Sales
PeopleSoft CRM Sales
• PeopleSoft 8.4 CRM Sales integrates with PeopleSoft CRM Order Capture.
• We provide the ability to select products/packages, configure products, create quotes and
orders for selected products.
• You can refresh the sales objects with the quote information provided from Sales Leads and
Sales Opportunities.
• The ability to push the product information for Forecasting is provided for Opportunities.
• You can search the product catalog and select one or more products and use these products
in the Opportunity or Lead for generating quotes or orders.
• Territory management.
§ Extends territory management functionality for opportunities and leads and allows
assignment and reassignment of leads.
§ Provides for greater flexibility in defining territories by letting you configure territories
based on fields within the CRM system including revenue or deal size.
§ Distributed territory management gives you the ability to distribute the administration of
the territory tree to the sales organization responsible for that territory.
• Lead and opportunity management.
§ Includes several usability enhancements to the lead and opportunity functionality,

including the ability to identify the customer’s site on the lead or opportunity, easy access
and navigation to campaign and survey information on the opportunity, and the ability to
define the sales team on the lead.
§ Lets you capture partner information for both leads and opportunities and their products
and roles.
• Forecast and pipeline management.
§ Expands quota definition for multiple, configurable quota criteria.
§ Configurable options let you tailor quotas to your business processes.
§ Graphs and reports provide comparisons of targeted quota to actual amounts for each
sales representative.
§ Your managers can do online analysis of the pipeline using multiple dimensions including
business unit, territory, sales representative, and time period.
• Employee incentive management.
§ PeopleSoft Human Capital Management is releasing a new enterprise incentive

management solution—Sales Incentive Management—designed and targeted to provide
incentive compensation for PeopleSoft Sales. Sales Incentive Management is a
comprehensive administration solution for sales incentive planning, design, and

execution.
§ You can design, approve, implement, and execute simple to complex sales commission
plans and payback schedules.
§ Sales commissions are calculated by extracting key information such as order capture
and opportunity information from PeopleSoft Sales.
§ Your managers and sales representatives get real-time access to sales results,
commission calculations, and compensation based on your organization’s business
calendars and pay schedules.
• User experience.
§ PeopleSoft Sales includes tabular pages that fit on the screen with minimal scrolling in
any direction.
§ You can configure the tabs at the management level to reflect your organization's sales
processes, and at the user level, your staff can customize the pages to show or hide data
based on their individual needs.
• A single opportunity summary page.
• Simplified forecasting process.
• Simplified lead conversion process.
• Simplified lead assignment process.
• A step by step Reassignment wizard.
• Team Calendar Support
• Create Tasks and Call Reports Directly off the Company Name
• Task Template Support for Account Plans
• Business Card (Prospect) Support

Prospect contacts and companies can be added to a lead. But if the lead does not become
an opportunity, the contact and company information are not written to the CDM. This same
functionality is available in the 8.9 release as a backport.
• Lead Import Enhancements
• Web Services for Sales
PeopleSoft CRM Mobile Sales

Mobile Sales leverages PeopleCode Mobile Edition to expand functionality in the following areas.
• Enhanced list management.
Lets your mobile user filter and sort lists based on their personal preferences and edit data
within the mobile list view without having to access the application details.
• Business validation.

Provides increased logic, defaulted data, and a mobile device presentation layer reducing
synchronization requirements and increasing business process performance.
• File attachment.
Lets your mobile users add, vi ew, and update files on their mobile device providing both
connected and disconnected access to shared files on leads, opportunities, service orders,
and customer or contact components.
• Mobile customer data model.
Increase the visibility and knowledge of customers and their interactions through mobilization
of the 360-degree view, company hierarchy, and relationship viewer.
• Configurable summary page.
Lets users decide what information should appear when they first logon to their mobile
devices. For example, a sales user can configure the mobile device to show his or her five
hottest leads and opportunities for the month. Users can drill down to detail pages from the
summary page and can easily navigate back to the summary page from anywhere in the
application.
• Smart views.
Provides mobile access to the following Smart View reports: My Lead, My Opportunities, My
Recent Quotes, My Tasks, My Forecast, My Analytics, and My Effectiveness. Users can drill
down to the relevant smart views from their summary pages. Smart views that contain
graphical representations—such as My Analytics and My Forecast—can be displayed within
the summary page.
• Forecasts.
Provides the ability to view, edit, and create revenue forecasts on a mobile device using the
forecast data belonging to the individual sales rep. Using the mobile device, the sales rep can
also:
§ Export the forecast to Microsoft Excel.
§ Add an aggregate adjustment.
§ Edit the forecast in list view.
§ Sub-total and total the forecast.
§ View a graphical representation of the forecast.
• Mobile contact management.
• Mobile task management.
• Mobile calendar functionality.
• Mobile account planning.
• Improved navigation and usability.

PeopleSoft CRM Mobile Sales – Laptop
• Enable the sales representative to create call reports and tasks directly off of the Company
component.
• Supports the ability to create Address Book entries (for example, phone numbers, email
addresses, and so on) for a Company or Person component.
• Ability to quickly create prospect customers and contacts into the Mobile Sales – Laptop
application
PeopleSoft CRM Mobile Sales – Infosynch

• Mobile Sales – Infosync 9 supports the new Intellisync Mobile Suite (IMS) architecture.
• Supports email synchronizing between corporate email servers, such as Lotus Domino and
Microsoft Exchange, and the PeopleSoft applications.
PeopleSoft CRM Strategic Account Planning

• Plan configuration.
• Managing tasks.
• Securing plans and templates.
• Integration with customer portfolio.
• Team assignment
Contact Management
• Associate a task to the contact(s).
• Add a call report to the contact(s).
• Add additional contacts to the list.
• Email the contact(s).
• Remove the contact(s) from the list.
PeopleSoft CRM InfoSync Client and PeopleSoft CRM InfoSync Server

• The use of the Lotus Notes or Microsoft Outlook calendar as the primary calendar for contact
management.
• Ability to access and view a group calendar.
• Ability to link to a 360-degree view from a PIM.
• Ability to link a task created in a PIM to an associated lead or opportunity in PeopleSoft

Sales.
• Ability to synchronize multiple meeting attendees from a PIM to the PeopleSoft application.

• Ability to synchronize meeting location from a PIM to the PeopleSoft application.
Order Capture and Services Management

PeopleSoft CRM Order Capture
• Personalize the order capture interface.
§ Delivers pages that facilitate rapid order capture.
§ Provides icons, hotkeys, and tab ordering, to reduce the number of keystrokes and
mouse clicks.
§ Limits the number of page refreshes (or server trips) so that there is minimal waiting time,
if any.
§ Defaults known information whenever possible.
§ Utilizes a header toolbar that contains functional icons, and pertinent display-only order
information.
§ Provides personalization capabilities to the CSR, whereby the CSR or system

administrator can define the preferred means of order capture.
§ Allows the CSR to easily personalize the interface of order and quote capture.
• Capture an order or quote.
• Create configured products.
• Enter shipping and payment information.
• View order and quote summaries.
• Add notes and attachments to orders.
• Manage existing orders or quotes, including quote to order conversion, quote revision, order
tracking, and holds.
• Confirm quotes and orders with email and print acknowledgements.
• Dynamic, rules-based product catalog.
§ Define product catalogs based on product characteristics (i.e. for use in a specific region,
or for use by a specific segment of users based on user/person characteristics). Powerful
search functionality leverages the Verity search engine.
§ Define the layout and content of online product catalogs for internal and external use.
§ Control user access to catalogs (as well as tailor catalogs to users) by directly
associating user IDs with specific catalogs, or by setting up business rules to establish
permissions.
• Product Advisor.
• Product Configuration.

§ Fully configure a product using the PeopleSoft Configurator.
§ Lightly configure a product package from within either PeopleSoft CRM Order Capture or
PeopleSoft CRM Order Capture Self Service.
• Integration With CRM Pricing.
§ Customer, customer group, region-specific, or other types of price lists.
§ Recurring and non-recurring charges.
§ PeopleSoft CRM Order Capture and PeopleSoft CRM Order Capture Self Service deliver
discounting functionality for non-recurring pricing.
• Integration With Credit Card, Freight and Tax.
§ Applications accept credit cards as a payment type, utilizing the CyberSource Payment
Service.
§ For freight integration, PeopleSoft CRM Order Capture and PeopleSoft CRM Order
Capture Self Service integrate with ConnectShip.
§ Vertex and Taxware tax calculation systems will only calculate tax for destinations within
the U.S. and Canada. PeopleSoft CRM Order Capture delivers two business interlink
objects to interact with Vertex and Taxware for on-line transactions.
• Order Status.
§ PeopleSoft CRM Order Capture and PeopleSoft CRM Order Capture Self Service deliver
integration with a third party fulfillment system, such as PeopleSoft Order Management.
• Integration with PeopleSoft Advisor and PeopleSoft Configurator.
• New Pricing Engine.
§ The Enterprise Pricer improves the speed and performance of CRM applications and lays
the foundation for using pricing functionality as a common, shared application across the
PeopleSoft enterprise.
§ Set up pricing rules based on product characteristics (including manufacturer and product
ID), the customer (including region and total amount spent), and order information
(including date and volume).
• Order and Quote Maintenance.
§ Order and quote management functionality for both tangible and non-tangible “products,”
such as services.
§ The ability to maintain an order after it has been submitted to a third party fulfillment
system.
§ Displays the status of the order and determines if a particular aspect to the order,
including quantity, product configuration shipping date, address, and billing information
can be changed.
§ Enterprise integration points (EIPs) handle order maintenance for PeopleSoft Supply
Chain Management and third-party systems.

• Order Capture Workbenches. PeopleSoft Order Capture workbenches are unique to the
enterprise, and they perform two main functions.
§ First, they are a 'one-stop-shop' for setting up PeopleSoft Order Capture, once your
business unit has been defined. Order Capture-specific setup tasks are consolidated into
one of three workbenches: Setup Workbench, Capture Type Workbench, and Integration
Workbench.
§ Second, you can create application class sets and plug the logic of those application
classes into a workbench to create new events for your order capture business process.
• CSR Launch Page, Personalizations, and Hotkeys.
§ CSRs can begin their interactive selling activities from a launch page that provides one-
click access to the main features of PeopleSoft Order Capture. CSRs can also
personalize the look and feel of the order entry form, as well as use hotkeys for rapid
data entry.
• Integration with Fulfillment.
§ Supports enhanced integration with fulfillment systems. For example, there is a tighter
integration with PeopleSoft Supply Chain Management so that order fulfillment and
detailed maintenance activity is possible.
Note. Enterprise integration points (EIPs) support the sending and receiving of orders,
quotes, product availability, and order status information.
• Order Capture Business Projects.
§ Order fulfillment is powered by configurable business projects.
§ Business projects enable you to configure the phases, tasks, and events that take place
once an order or quote is submitted.
• Smart Views. PeopleSoft Order Capture delivers instant, detailed business analytics
information for revenue and metrics. Access to enterprise-wide report information is
controlled by user role.
• Quick Create. PeopleSoft Order Capture allows you to create customers, consumers, and
contacts while you are in the flow of the transaction without having to navigate out to the
standard setup components to define your customer information.
• Correspondence Management functionality. PeopleSoft Order Capture can establish

automatic correspondences via email or print for order or quote maintenance, or submission
activity. There is also an option for the CSR to manually generate correspondences with a
click of button directly from the Entry Form.
• Support for Taxes, including VAT.
§ PeopleSoft Order Capture integrates with Taxware, Vertex, and WorldTax software
applications to calculate and display tax information directly on the order form.
• Bulk ordering.
§ Create multiple child orders from a single order entry. This feature leverages corporate
contact trees, and it allows modification of individual orders within master orders.

• Integration of Order Capture with PeopleSoft Enterprise Proposal Management.
• The ability for an agent or sales representative to order maintenance agreements and
automatically create a services agreement.
• Integration with PeopleSoft Enterprise Billing for one-time and recurring charges, including
associated revenue recognition and automated recurring bill generation functionality.
• Integration of PeopleSoft Enterprise Order Capture with PeopleSoft EnterpriseOne.
§ This integration enables the transfer of order and pricing information from Enterprise
CRM to EnterpriseOne order management.
• Partner enablement, which includes pricing, partner-specific catalog views, hold conditions,
and partner ordering.
• New usability enhancements to the ordering process.
§ A new one-page order reduces of the number of clicks required to complete an order.
§ Merged Browse and Search catalog features are also included for ease of use.
§ A new tree view of the catalog facilitates catalog browsing.
• AAF is enabled directly on the order.
§ Up-sell and cross-sell functionality can immediately run and display information to the
agent for upselling to the customer.
• Use of display templates.
§ Based on product type, the appropriate fields are displayed for setup and maintenance of
products.
• Future Dated Orders
§ Activate or change services on future date.
§ Order and manage a temporary service for future activation and termination.
§ Integrate with bulk order and services management.
• Bulk Services Management to perform Service Management actions on a set of installed

services, including:
§ Template orders.
§ Installed service matching.
§ Child service management orders.
§ Order status summary.
• Enhanced Work Order Status : Increased order visibility and order status provides a detailed
listing of business project events for each order, including information from third-party
systems, including:
§ Direct links from order detail page.
§ Parent business project workflow.

§ Workflow phases, tasks, and messages.
§ Child business project workflow.
• Subscription Management
§ Subscription product type.
§ Order level selection of terms, payment schedule, and discounts with line proration.
§ Subscription Lifecycle Management with Services Management.
§ Multiple service management actions on a single transaction.
§ Integration with Financials to enable subscription order-to-cash process.
• Integration with Oracle Configurator
§ Runtime integration.
§ Model setup in Oracle Configurator Developer.
§ Product definition in PeopleSoft CRM with import into Oracle.
§ Support for Services Management.
§ Support for configured packages.
Note: Because the integration with Oracle Configurator requires eBusiness Suite release 12.0,
these capabilities will be made available after both PeopleSoft CRM 9 and eBusiness Suite 12.0
are generally available.
• 3G Wireless Service Support
§ Installed product relationship between SIM, handset, and MSISDN.
§ Pre-provisioned SIM/Service Ordering including by-pass number (MSISDN) selection

from number management and automatic population of pre-assigned numbers to service
attributes.
§ Post-provisioned SIM/Service Ordering including delayed update of SIM (ICCID)

attributes from fulfillment after shipping.
§ Bulk orders and bulk changes including contact changes.
§ Service Management against a package of SIM and services.
• Web Services and BPEL integration
PeopleSoft CRM Mobile Order Capture

Mobile Order Capture leverages PeopleCode Mobile Edition to expand functionality in the
following areas.
• Enhanced list management.
Lets your mobile user filter and sort lists based on their personal preferences and edit data
within the mobile list view without having to access the application details.

• Business validation.
Provides increased logic, defaulted data, and a mobile device presentation layer reducing
synchronization requirements and increasing business process performance.
• File attachment.
Lets your mobile users add, view, and update files on their mobile device providing both
connected and disconnected access to shared files on leads, opportunities, service orders,
and customer or contact components.
• Mobile customer data model.
Increase the visibility and knowledge of customers and their interactions through mobilization
of the 360-degree view, company hierarchy, and relationship viewer.
PeopleSoft CRM Configurator

• Easy to use modeling/maintenance environment.
You can quickly define and test relationships between products in a drag-and-drop
environment, and without specialized programming skills.
• Separate user interface, logic, and data.
This allows complete flexibility to build an interface that is compatible with business needs
across multiple channels. Data can change without requiring changes to the configuration
model or user interface.
• Administration tools.
Web-based monitoring capability to ensure that correct model versions are running and that
the system is optimized for fast user response.
• Team modeling.
Team modeling works with standard source control systems to allow multiple developers to
work simultaneously for speed of application development.
• Compound modeling capability supports complex products/services.
You can separately define and re-use multiple configurable components and their
interrelationships for fast development and fast maintenance of complex products/services
models.
• Track changes.
You can track additions or deletions to configured systems. This provides historical
versioning, to ensure that every new or changed order is accurate.
• Simultaneous, multi-user configuration.
This enables real-time multi-user, multi-node configurations. Constraint logic automatically

propagates which ensures that the entire network is accurately configured.

• Constraint based technology.
This speeds development by minimizing the amount of logic needed to define relationships. It
also provides user-guiding behavior for enriched end-user experience.
• Communications industry templates.
We provide pre-defined models for service product configuration.
PeopleSoft Advisor
PeopleSoft Advisor is a separately licensed CRM product offering, which is part of the
Collaborative Selling suite of applications.
• Collects information about your buyers and matches them with recommended products,
services, or solutions.
• Undertakes a needs analysis by walking the customer through a series of questions and
answers after which it recommends and ranks applicable products, services, or solutions.
• Recommends products but the application can also be extended to recommend objects that
live outside the Peoplesoft CRM Product Data Model.
• Can map questions and answers to user segments.
• Uses weighted matching — as opposed to simple searches or constraints — to emphasize

certain recommendations over others. Uses product characteristics to help find the ‘right’
solution for the customer.
PeopleSoft CRM Advanced Configurator

• Batch saves of configuration.
• Extern() capture of strings and dates.
• Delta configuration information.
• Expressions in the left-hand side of a constraint.
• Enhanced security.
• Selection point attributes.
• Database table aliases.
• Quantity on requirement constraints.
• Command line compile of models.
• Mobile Configurator APIs.
Services Management (for Service Industry Companies)

• A visual tree that enables you to view installed products by company or site and allows
services to be changed from the tree.

• Support for renewals for intangible items, as subscriptions or maintenance agreements.
• Integration with PeopleSoft Enterprise Billing for invoice generation.
• The ability to change a configured service by viewing and modifying an existing configuration
and then passing the delta configuration information back for pricing and tracking on the
order through the Advanced Configurator.
• The ability to forecast recurring revenue in PeopleSoft Sales to support Service Management
customers.
Service Analytics
• Ability to suggest next steps and recommendations for specific actions.
• Ability to automatically suggest RMA requests and to provide quick access to the appropriate
page to take action.
• Ability to provide more proactive services to customers.
• Ability to alert an agent when a customer’s warranty or service agreement is about to expire
and facilitate lead creation and follow-up.
• Ability to run up-sell branch scripts or advisor sessions fro m cases.
• Automatic generation of recommendations to notify agents of complementary products or

supplies that they can sell to customers.
Industries
Communications
• Order Management
§ Take orders for services accurately and efficiently and flows submitted orders
automatically through to the appropriate OSS applications for provisioning, activation and
billing.
§ Using product attributes, you can set up Order Capture to collect specific data for a wide
array of disparate product services during the order capture process and display it in
Installed Services records.
§ Build custom qualification checks to be used in Order Capture, before an order is being
taken. The framework contains a set of exit points built into the Order Capture component
that enables customers to utilize customized qualification functions during order capture.
§ Leveraging the integration with billing system, you can enter a valid account number at
order capture to populate customer information (for example, payment, billing and
shipment) required for order processing. You can also create new accounts based upon
the same information gathered at order capture.
§ Ability to assign numbers (for example, phone numbers) for mobile or local phone
services. After identifying the need and the type of number that is required, the system

returns a list of available numbers that can be assigned to the customer.
• Service Management
§ Provides an interface for the customer service representative (CSR) as well as the self-
service user to initiate changes such as addition, replacement, or removal of features to
an existing service. It also provides the interface to perform changes at the service level,
such as disconnect service, suspend, and resume service.
• Customer Self Service
§ A configurable customer home page is used to show customers all relevant information
about their current transactions, accounts, and bills.
• Fraud Management
§ Fraud management provides a mechanism to facilitate interactions between CSRs and

fraudulent customers.
§ The solution consists of two primary components: identifying fraud and addressing fraud.
§ CRM for Communications loads fraud data from external Fraud Management Systems
(FMS) through a batch process periodically. I
§ Creates a fraud case for each suspected account and assigns the associated fraud score
to the case as an attribute.
§ Provides a pre-set business unit (“FRAUD”) solely for fraud case tracking purposes.
Fraud cases are not visible to users who do not belong to this business unit.
§ Provides a business project template for Fraud.
• Account and Billing Management
§ PeopleSoft CRM for Communications provides a robust billing framework, which enables
Communication Service Providers (CSPs) to tightly integrate their billing applications with
the CRM system and offers front-end application functionality needed for Customer
Service Representatives (CSRs) to support a range of customer interactions.
• Number Management
§ Number lifecycle management enables you to create and maintain an inventory of

numbers that can be assigned to users and services during the order capture process.
• Product and Workflow Templates
§ New Orders/Quotes.
§ Service Management Orders.
§ Support Cases.
Business Process Management
• Mobile number portability.
• Lost or stolen wireless handset.

• Prepaid account setup.
• Prepaid to postpaid conversion.
Order and Service Management
• Bulk Service Management
• Future & Effective Dated Orders
• Enhanced Order Status
• Management of Subscriptions
Enhanced Support for the 3G Wireless Market
• SIM & Wireless Number Inventory Management
§ SIM Inventory import.
§ SIM to MSISDN assignment, tracking, and relationship management.
§ SIM status management for lost, broken, or stolen phones.
§ MSISDN port-in and port-out tracking and audit management.
§ Prepaid and postpaid splits between available number pools.
§ Pre-provisioned versus post-provisioned SIMs managing and tracking to support deal

network distribution.
§ Number reservations for corporate clients.
§ Vanity and metallic numbers including searching, assignment, and charging.
§ Enhanced number searches including masks and partial number searching.
• Prepaid Services
• Order Management for Communications delivers a comprehensive solution set for handling
the order-to-cash process.
It supports industry-specific needs such as convergent product and service bundles,

subscription management, pre-order qualification, billing integration, billing account
assignment and creation, dispute management, changes to installed services, and phone
number assignment.
• Contact Center for Communications allows communication organizations to enhance

performance and control costs by delivering world-class service across multiple contact
channels.
It includes support for industry-specific needs such as churn management and verification of
SLAs and entitlements. CRM for Communications also provides a seamless front end to the
complexity of legacy billing applications.
• Partner Management for Communications enables enterprises to collaborate with partners,

including retail outlets, distributed content providers, or service resellers.

As a platform to plan, execute, and manage partner programs, it supports processes
necessary to model and profile partners, manage security, drive leads to third-party
distribution channels, allow for agent activation of services, and allow partners to interact with
an enterprise effectively.
Financial Services
• Online Service Orders
§ Traveler’s Checks.
§ Cashier’s Checks.
§ Foreign Currency.
§ Bill Payment.
• Application Form
§ The new application form framework lays out the foundation on which the developer can
quickly build web application forms and customize them to meet the business needs of
the financial institution. The developer can create a new form using the form template
while retaining the old form and old form data.
• ATM Cards
§ The customer service representative can issue new ATM cards, configure the features,
and define the limits for cash withdrawals. Once the card is defined, the customer service
representative links the card to one or more accounts.
§ Replace a lost or stolen card.
§ Suspend a card if the account is suspended or the card has been stolen.
§ Cancel a lost or stolen card.
§ Re-activate a suspended card.
§ Change linked accounts. The customer may want to have the card linked to another
account or additional accounts.
§ Enable or disable features. ATM cards can be set up for cash withdrawals, point of sale,
and bill payment. The customer may want to disable or enable these features.
§ Change limits for cash withdrawals, daily point of sale or transaction point of sale.
§ Change card type to a valid replacement type.
• Arrangements and Contracts
§ An arrangement is a product configuration designed primarily for business customers. An

arrangement can include a single product or a product package and often serves as a
“promotional” product. In addition to modifications in standard Terms and Conditions, an
arrangement may offer a reduced rate, an enhanced rate, or the service fee may be
waived. Arrangements are not available to self-service customers; they can only be
purchased through a customer service representative.

§ A contract is an agreement between the financial institution and a business entity—a
company, partnership, or alternate capacity. The contract defines a specific relationship
between a company and a product, product package or product arrangement. Contracts
have start and end dates. Attributes for the contract are defined at the product level and
may be expanded to define the contract.
• Product Catalog.
The power and flexibility of the product catalog is available for sales and marketing of your
products and services. The rules based catalog supports user/role/customer filtering and
permission filtering. Configurable, dynamic display templates enhance the user experience.
• PeopleSoft Configurator.
Product configuration is focused on ensuring that complex product and service offerings are
put together correctly by sales reps, channels and customers with 100% accuracy and speed.
The product configurator enables you to streamline the selling process and eliminate sources
of order errors.
• The Financial Account Creation sample business process facilitates the capture and
processing of Financial Applications using the BPEL Process Manager to orchestrate the
process across a variety of systems, ultimately resulting with the creation of the Financial
Holding Account (checking, savings, loan, etc) within CRM.
• The lead and referral management sample business processes provide a Referral
Qualification Process, which closes the loop between referral generation, opportunity
conversion, and customer and employee recognition.
• Web Services for Remote Portlets (WSRP) technology enables the seamless display of CRM
content within third party portals. This helps to provide 360-degree management of clients
using the web.
• Multichannel Sales for Banking makes it possible to implement successful customer

acquisition and retention strategies, including planning, designing, and executing
multichannel marketing campaigns that are relevant, timely, and compelling.
§ The solution enables customers, branch employees, and contact center agents to easily
access product catalogs and information, select and configure product options, submit
new account applications, track trailing documents, and more.
§ Prebuilt integration allows a financial institution to more easily tie the CRM for Financial
Services solution to legacy account management applications.
• Contact Center for Banking provides a robust, flexible customer data model that gives
financial institutions a complete understanding of a customer’s total value to the organization.
§ It provides comprehensive service capabilities that include easy-to-use branch scripting,

a robust solution advisor, advanced search tools, and a knowledgebase for fast problem
resolution.
§ In addition, it enables both customers and employees to execute various banking

transactions easily.
• The Client Management solution set provides tools and technology to develop and build

strong customer relationships with clients in both the high-net -worth and mass-affluent
categories. Its comprehensive contact management, referral management, and risk
management functionalities enable advisors to increase assets under management, increase
profits, and improve customer loyalty.
• Enhancements include:
§ The new Client component represents a person who has entrusted the management of
assets to a financial advisor.
§ Household component: A new business object, Household, has been created to fulfill the
business requirements of the Client Management business process. Clients belong to a
household.
§ Financial Advisor Homepage provides the financial advisor with a summary of top clients,
referrals, clients at risk, today’s tasks, opportunities, and access to the financial advisor’s
calendar.
§ Relationships are displayed in both the Client Summary page and the Relationships tab
on the Person page. Three categories of relationships have been provided: household,
family, and contacts.
§ Clients at Risk are persons who may pull their money from the financial institution.
A Client at Risk can be defined manually or automatically based on pre-defined business
rules. Every time a client is determined to be at risk, a recovery team will automatically be
assigned.
§ The Products of Interest page provides a simple way for the advi sor to record those
financial services he has discussed, or plans to discuss, with his client.
§ The Products tab gives the advisor an “account view” and a “holdings view” of a client’s
portfolio.
PeopleSoft provides a three-tier hierarchy of asset classes so that the FSI and the
advisor can characterize the client’s investment allocation.
§ New asset classes provided make use of one of the numerous standards for asset
classification, but the FSI is free to configure the asset class hierarchy to meet its own
needs.
§ The client balance sheet allows the advisor to get a true picture of a client’s net worth.
Assets and liabilities held in other financial institutions can be entered by the advisor on
advice from the client, or can be automatically collected via an account aggregation
service, if the client provides account information and passwords.
§ The Taxi Cab report enables financial advisors to bring a hard copy of client information
into meetings, or wherever they may be helpful.
§ A Touch Summary report summarizes the contact and interaction an advisor has had
with their client over a specific period of time.
§ Referral Management provides the advisor with one-click access to record a referral,
either referring his client to another financial services professional for assistance, or
recording a referral from his client.
• Agent Sales for Insurance improves agent and broker satisfaction and loyalty through

information sharing, elimination of bottlenecks, and reduced errors. It provides rich
functionality for leads, opportunities, forecasts, quotes, orders, territory management, and
more.
• Contact Center for Insurance: The 360-degree customer view unifies legacy data—including
policy, claims, and billing information—and helps prioritize services and resources for the
most profitable and important customers.
The solution also includes support for insurance-specific service and fulfillment requests,
such as capturing first notice of loss, updating policy information, checking claims status, and
more.
PeopleSoft CRM for Government

PeopleSoft 8.8 CRM for Government enables agencies at every level—federal, state, and local—
to create a single source of information to share with constituents, business partners, and other
agencies. PeopleSoft CRM for Government includes:
• Government self-service.
Leverages the self-service interface enabling constituents, business partners, and other
government agencies to submit problem reports and service requests and obtain information
including news briefings, publications, forms, and applications.
• Service requests.
Provides your contact center agents with the ability to capture and prioritize service requests
and problem reports. PeopleSoft’s workflow engine routes and assigns request to the
appropriate department and agent and dispatches agents for repair crews into the field when
required. Service requests also support requests from constituents who wish to remain
anonymous. • Outreach campaigns. Allows you to plan, design, and execute targeted
outreach campaigns via telephone, email, or direct mail.
• 360-Degree View.
PeopleSoft CRM 360-Degree View can be used to manage customer interactions. The 360-
Degree View enables the customer service representative to quickly create a consumer,
company and contact; create a case or an order for an anonymous caller; and to view
solutions.
• Customer satisfaction.
Enables you to randomly survey constituents via the telephone or over the Internet.
• Constituent Services for Government gives intake workers, case workers, practitioners, and
service delivery workers tools to deliver personalized service and keep support processes
running efficiently.
• A variety of problem-solving tools provided within a multichannel framework improve contact

center productivity, while integration with leading geographic information systems helps
manage field service organizations with greater efficiency.

PeopleSoft CRM for Energy
PeopleSoft 8.8 CRM for Energy enables energy providers to maximize existing investments in
back-office customer information systems (CISs) through an integrated solution for contact center
agents, sales representatives, and customers.
Non-regulated retail energy companies can leverage comprehensive sales and marketing
functionality to aggressively target and acquire new customers. Regulated distribution companies
can use PeopleSoft CRM for Energy to help retain existing customers through world-class
customer service. PeopleSoft CRM for Energy includes:
• Premise management.
Enables you to construct and manage premises and their associated service points and
assets. Premise management provides your customer service representatives with a view of
existing infrastructure and services for all premises—occupied and non-occupied.
• Service transaction request.
Provides move in, move out, and transfer transactions for complete life cycle management.
Comprehensive energy-specific workflow ensures that the appropriate meter reads and CIS
updates are automatically made.
• Collaborative selling.
Allows you to maximize revenue per customer by providing a transactional platform for upsell
and cross-sell of value added products and services.
• Account and bill management.
Provides a unified desktop across your organization to create and view accounts, view and
dispute consumption and bills, and initiate cancellation or re-billing requests through
seamless integration to CIS applications.
• Energy services support.
Uses a cross-functional platform to support emergency and non-emergency situations. This

functionality allows you to record, track, and resolve power outages, gas leaks, and other
industry-specific situations.
• Relationship management.
Enables you to capture the complex customer relationships caused by deregulation.

Relationships among the customer, energy distributor, and energy retailer can be used to
effectively service and sell in complex business environments.
• Energy self-service.
Enables you to reduce operational costs by providing your customers with the ability to
interact over the Internet.
• The solution includes support for industry-specific needs, including robust premise
management functionality that allows companies to model the relationships between
customers, premises, service points, and assets.
• It enables organizations to improve customer service through account management and bill

presentment capabilities and automates field service order management to ensure that
problems are handled promptly and correctly.
PeopleSoft CRM for Insurance

PeopleSoft 8.8 CRM for Insurance extends support of insurance products, policies, and business
processes by modeling products and policies across all insurance product lines— property and
casualty, life, and health. PeopleSoft CRM for Insurance includes:
• Insurance self-service.
Reduces operational costs by providing your customers with the ability to interact over the
Internet. Your customers can file “first notice of loss” against a policy and they can access
information, including insurance offerings, FAQs, product datasheets, and quotes.
• Insurance policies.
Supports property and casualty, life, and health policies, and associates a policy with one or
more insured person or insured assets. Displays for each covered person or asset the
coverage that has been selected, as well as the deductible amounts, limits, and operations.
Health plan policies display the benefits that apply to the plan, coinsurance for each service,
yearly deductible, and lifetime limits. Life policy plans display the death benefit amount and
financial terms associated with the policy, insured party and beneficiaries, and current policy
cash value. All policy types display premium information, policy status, agent and broker
associated with selling the policy, and the entity responsible for servicing the policy. The
policy definition is ACORD-compliant.
• Insurance support.
Provides your contact center agents with a comprehensive view of your customer’s insurance
portfolio. Your agents can provide policy details, make changes to a policy, view claims filed
against a policy, and retrieve policy payment information.
• Quotations.
Uses PeopleSoft CRM self-service, configurator, and information broker to provide your
customers with self-service quotes by capturing application information and sending it to the
carrier’s rating engine. Your users can save and compare quotations, convert a quotation to
an application, and send the application information to underwriting and policy administration.
Quotations provide your agents with a full catalog of insurance products and quoting
application tools.
• Standard insurance business processes.
Uses business project workflow for standard business processes including underwriting and
claims adjustment. It provides real-time, two-way integration to the carrier’s ratings engine
and claims management systems.
• Samples.

Provides sample insurance products along with example FAQs, product datasheets,
application forms, business processes, support cases, claims, and policies. Also available
within the application are industry standard lines of business, coverage codes, claim codes,
and other data items that have been identified by the insurance industry standards
organization. Sample marketing campaigns are also included.
• Prebuilt integration.
Provides integration to generic claims management applications, rating engines, and policy
administration systems.
PeopleSoft CRM for High Technology

PeopleSoft 8.8 CRM for High Technology supports a wide range of high tech specialties within
our systems. Our integrated suite of applications—combined with partnerships with leading
hardware, software, and service providers—gives you a total solution. •
• Lead generation for expiring agreements.
Identifies customer agreements that have recently expired or are about to expire and creates
sales leads for renewing them. This functionality helps you to stay proactive about retaining
the existing customer base and increase maintenance revenue.
Enables customers to register products via the web.
• Supplier and customer collaboration.
PeopleSoft supports multiple modes of manufacturing, global supply chain visibility, and
advanced planning and optimization. With PeopleSoft solutions, you collaborate with
suppliers and customers across all design, production, and service transactions. You reduce
the time from product introduction through ramp-up to volume. And you reduce the time
required to respond to customer and market requirements.
• Business process improvements.
Every component of the PeopleSoft solution for the high tech industry works together to
promote your success. We provide integrated supply chain management; next-generation,
pure internet customer relationship management; and a superlative enterprise management
backbone.
• Multichannel sales and marketing.
Identifies cross-sell and upsell opportunities to promote value added products and services,
such as extended warranties and professional services. This occurs through the electronic
marketing and telemarketing outbound channels and through the customer support and order
capture inbound channels.
• Product sales, order management, and fulfillment.

Allows products to be sold directly to the consumer by leveraging the product catalog and
PeopleSoft Configurator. Features include real-time material availability tracking; order
processing through inventory, fulfillment, billing and receiving, multiple location spare parts
inventory maintenance, locations, consumable component support processes, component
refurbishing, component substitution, continuous replenishment, and hazardous or
radioactive material tracking.
• Call center functionality.
Enables you to support your customers through a full-featured call center application.
Enables customers to register products and serial numbers via the web.
• Self-service access.
Provides a comprehensive self-service application including the ability to view and download
product information and specifications, product updates, drivers, patches and documentation;
order online; and log, track and resolve product issues.
• Extended and enhanced data models that support the unique data needs of different
industries.
• Prebuilt businesses processes that reflect the core transactional needs of different vertical
industries.
• Prebuilt integration and integration points at the process and data level.
• Multichannel Sales for High Technology enables marketers to plan, design, and execute
targeted and personalized marketing campaigns through direct mail, email, and
telemarketing.
Seamless integration enables the efficient management of the entire fulfillment process,
including procurement, inventory, available-to-promise tracking, and shipping.
• Contact Center for High Technology provides a 360-degree customer view and
comprehensive contact center management tools that decrease average call times, increase
first call resolution rates, and enable agents to provide more effective support.
These tools include a robust solution advisor, advanced search tools, and a knowledgebase
for fast problem resolution. The solution set also features a number of field service
capabilities, including assigning technicians based on skill sets, availability, and location.

Need More Detailed Information?
For more detailed information about the features and functionality introduced in each release,
consult the Release Notes for that release posted on Customer Connection.

Peoplesoft Enterprise CRM 8.4 To 9.0 Cumulative Feature Overview

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PeopleSoft Enterprise CRM 8.

Copyright © 2007, Oracle. All rights reserved.

U.S. GOVERNMENT RIGHTS

PeopleSoft Proprietary and Confidential Page i

PeopleSoft Proprietary and Confidential Page ii

PeopleSoft Proprietary and Confidential Page iii

PeopleSoft Proprietary and Confidential Page iv

§ Standards based technologies today to ease integration and lower costs

§ Invest in the foundation for Fusion

• Drive Superior Ownership Experience

§ Usability, productivity and performance enhancements direct from customers, usability

§ Marketing, Sales, Service – value add for existing investments

PeopleSoft Proprietary and Confidential Page 1

§ Continue CRM for Higher Education investment

§ Improved User Experience

§ UI and UE Redesign - New style sheets, design principles

§ Ease of navigation with Navigation Collections, Pagelet Wizard

§ Active Analytics Framework, Profiles, Display Templates

§ Considerable Functional Enhancements across product lines

§ Strategic Account Planning & SmartViews

§ Build plans around customer segments to drive organizational goals

§ Student Lifecycle Management

• Partner Relationship Management

§ CRM for Government, Energy, Insurance, High Technology

• Customer Quick Create

PeopleSoft Proprietary and Confidential Page 2

§ Territory Management for Leads and Lead Assignment

• Multichannel Communications & Correspondence Management

• HelpDesk for Human Resources

§ Quick Codes for Support

§ Preventative Maintenance for Field Service

§ CRM for Communications

• CRM Portal Pack

• Order Capture and OC Self-Service

§ Integrated to SCM for Fulfillment

§ Advisor (scripting) and Configurator (Calico)

§ Related Product & Installed Product enhancements

• Mobile Field Service and Sales

§ Defect, Fix and Enhancement tracking

PeopleSoft Proprietary and Confidential Page 3

• Cross Application Enhancements

§ PeopleSoft CRM FieldService and PeopleSoft CRM Mobile FieldService

§ PeopleSoft CRM Quality

• PeopleSoft CRM Marketing

§ PeopleSoft CRM Online Marketing and PeopleSoft CRM Telemarketing

• PeopleSoft CRM Sales and PeopleSoft CRM Mobile Sales

• PeopleSoft CRM Order Capture and PeopleSoft CRM Services Management

Cross Application Enhancements

§ Easily extendable product attributes to support industry specific needs.

§ Installed product options.

§ Regional based product support.

§ Packages within packages.

PeopleSoft Proprietary and Confidential Page 4

§ Visible hierarchical relationships.

§ Rule based user permission filtering.

§ Configurable, dynamic display templates.

§ Ability to display product comparisons.

• Product Advisor for Scripting

§ Use captured responses from users to drive product selection.