Oracle PeopleSoft - Multisoft Systems

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Software Development & Education Center

Oracle PeopleSoft

Customer Relationship Management

Oracle University | Contact Us: Local: 1800 103 4775 Intl: +91 80 4108 4709

CRM Fundamentals Rel 9.1

Duration: 2 Days

What you will learn

The CRM Fundamentals Rel 9.1 course will provide you with a solid grounding in the concepts and tasks you will need

to work with many PeopleSoft Enterprise CRM applications. Much of the information you will learn will carry over into

multiple applications--for example, you will learn to navigate and customize your interface, the basics on integration and

configuration, and how to use 360-Degree Views, a powerful tool that helps you to manage and update information

about the people (customers, workers, and students) in your system.

The largest portion of the course is devoted to PeopleSoft Enterprise CRM concepts that you will use often. You'll learn

how to work with customers, contacts, and workers. You'll learn how to create and manage products and track installed

products. You will also work with CRM worklists and manual notifications so you and your team can keep up-to-date on

completed tasks and those still waiting to be done. When you complete this course, you will have a good understanding

of concepts that are important to much of PeopleSoft Enterprise CRM.

Learn To:

Manage customers, contacts, and workers

Create, define, and track products

Manage worklists and send notifications

Work with the 360-degree view

Evaluate integration, configuration, and automation options

View, modify and describe tables

A Live Virtual Class (LVC) is exclusively for registered students; unregistered individuals may not view an LVC at any

time. Registered students must view the class from the country listed in the registration form. Unauthorized recording,

copying, or transmission of LVC content may not be made.

AudienceEnd UsersFunctional ImplementerPortal Developer

Course ObjectivesDescribe the fundamental business processes that PeopleSoft CRM supports Describe the features of PeopleSoft Enterprise CRM, and describe various navigational aids to use the system effectivelyView and modify data, and describe data in tables Describe business units, setIDs, and tableset controls Manage customer information and worker dataDescribe 360-Degree Views and the Relationship ViewerWork with CRM worklists and outbound notificationsDefine and track products Evaluate automation, configuration, and integration

Course Topics

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Business Process OverviewDescribing PeopleSoft Enterprise CRM Common Components Describing Customer Management Describing Workforce Management Describing Product Management Describing Common Features

Getting Started With CRMDescribing Sign-in Security Access Signing In to PeopleSoft Applications Explaining the Features of PeopleSoft Pure Internet Architecture Using Navigational Aids to Maximize Efficiency Describing Elements of Components Describing Search Pages Describing Methods for Efficient Searching

Viewing and Modifying DataDescribing Effective Dating Describing Action Types

Describing Data in TablesDescribing Types of Tables Describing Processing and Default Tables Describing Translate Tables Describing Transaction and Control Tables

Defining Business Units, SetIDs, and Tableset ControlsDescribing the Association of Tables With Business Units and SetIDs Setting Up Values in a Control Table Developing Tableset Sharing Architecture

Working With the Customer Data ModelDescribing the Customer Data Model

Managing CustomersSetting Up Control Values for Customers Setting Up Companies Setting Up Contact Information Setting Up PersonsSetting Up SitesUsing Quick Create

Managing Workers in Customer-Facing ApplicationsDescribing Workers Setting Up Definitional Data for Workers Creating Workers Defining Worker Information Describing Employee-Facing Applications

Working with the 360-Degree View and the Relationship ViewerUsing the 360-Degree View Viewing and Maintaining Relationships


Managing Contacts and TasksDescribing Contact Management Managing Contacts and Tasks Setting Up Task Management

Managing Worklists and NotificationsManaging PeopleSoft Enterprise CRM Worklists Setting Up and Using Manual Notifications

Managing Product DefinitionsDescribing Products Setting Up Control Tables for Products Setting Up Product Definitions Setting Up Product Packages

Managing Installed ProductsDescribing Installed Products Setting Up Installed Product Tracking Tracking Installed Products

Evaluating Integration, Automation, and Configuration OptionsDescribing PeopleSoft Enterprise CRM Integrations Describing PeopleSoft Enterprise CRM Configuration Tools



CRM Automation and Configuration Rel 9.1

Duration: 5 Days

What you will learn

In this course, participants learn when and how to use CRM automation and configuration capabilities. The course also

identifies the benefits of using configuration instead of or in addition to customizations created using PeopleTools.

Participants learn what automation and configuration tools are available and how they are used in different applications.

The course provides ample opportunities for students to practice using these tools to meet an organization's business

needs. By taking this course, participants gain a solid understanding of how they can automate the business processes

of their organization. They also learn how to utilize various configuration tools provided by the system. For example, they

will understand how to modify the appearance of display template-enabled components and pages, as well as learn how

to take advantage of the Active Analytics Framework to build “if-then” business logic for applications. By the end of the

course, participants will have had the opportunity to learn how their organization can take advantage of the built-in

configuration and automation tools provided in PeopleSoft Enterprise CRM.

Learn to:

Configure correspondence management

Configure component appearance and behavior

Work with Verity search in CRM

Work with business object operations

Automate business processes

AudienceFunctional ImplementerSystem AnalystsTechnical AdministratorTechnical Consultant

Related Training

Required Prerequisites

Familiarity with using set up options and pages in PeopleSoft CRM

Familiarity with SetID and Business Unit concepts

Basic Understanding of Customer Data


Suggested PrerequisitesBasic understanding of automation and configuration





Course ObjectivesDescribe CRM automation and configuration

Work with business objects

Automate business processes

Configure correspondence management

Configure component appearance and behavior

Work with Verity search in CRM

Course Topics

Working with Business Object RelationshipsDescribing Business Objects (BOs)Describing the BORM

Working with Business Object Search and Quick CreateDescribing Business Object (BO) Search and Quick CreateUsing BO SearchUsing Quick Create

Configuring the 360-Degree ViewDescribing the 360-Degree ViewConfiguring 360-Degree View Search Pages Defining Transactions for the 360-Degree View PageConfiguring the Profile Group BoxDefining Dynamic Grids Configuring the Action TreeSetting Up Role-Based Presentation Options

Configuring Active Analytics Framework Describing Active Analytics FrameworkDescribing Active Analytics Framework Setup Options

Building Policies Describing Policies Defining Terms Defining Actions Building Policies

Configuring Workflow Describing Workflow Setting Up Workflow ActionsSetting Up Workflow Email Templates

Configuring Business Projects Describing Business Projects


Setting Up Tasks and PhasesSetting Up Business Projects Using Business Project Administrative Tools

Using ScriptsDescribing ScriptsRunning Scripts

Configuring ScriptsDescribing Script SetupSetting Up Supporting Building BlocksSetting Up Core Building BlocksSetting Up Scripts

Sending Correspondence Describing Correspondence ManagementSending Correspondence

Configuring Correspondence Management Defining Business Rules for Correspondence ManagementDefining Correspondence Templates

Configuring ProfilesDescribing ProfilesSetting Up Profiles

Configuring Search PagesDescribing Configurable Search PagesConfiguring Basic Search Page OptionsConfiguring Advanced Search Page OptionsConfiguring Search FieldsConfiguring Search Results Grids

Configuring ToolbarsDescribing PeopleSoft CRM ToolbarsSetting Up Toolbar ButtonsUsing Delivered Toolbar ButtonsSetting Up Toolbars

Configuring Display TemplatesDescribing Display TemplatesConfiguring Display Templates for Components

Configuring System-Level Settings for Verity SearchDescribing Verity SearchDefining Thesaurus and NoisewordsDefining Search Index TemplatesConfiguring Search Options

Building Search CollectionsDescribing Search CollectionsBuilding Search Collections



Support and HelpDesk Rel 9.1

Duration: 2 Days

What you will learn

This course is for project team members who are implementing the PeopleSoft Support and HelpDesk applications. This

course describes the business processes for call center applications and teaches implementers how to set up and

administer the system.

By the end of the course you will understand how to configure the case transaction pages and their field labels to reflect

the particular usage that make sense for your company. You will also know how to define field values for various prompt

tables used by the case transaction. Additionally, you will know how to set up and manage a solution knowledgebase, as

well as how to set up service level agreements to define service expectations between you and your customers. You will

also discover how to unleash the power of Active Analytics Framework to automate your business processes. For a full

list of additional features covered by this course, please see the detailed topic list for this course description.

Learn To:

Automatically assign a case to a provider group and agent based on competencies and other criteria

Create Call Center business units and agents

Configure the call center case page to your organization's business needs

Set up your own status, priority, and other field values for use on the case page

Define service level agreements and link them to a case

Use a solution knowledge base to let agents and self-service users easily resolve an issue

AudienceAdministratorBusiness AnalystsFunctional Implementer

PrerequisitesRequired PrerequisitesAbility to Manage Worker Data

Ability to Set Up and Manage Products

CRM Fundamentals Rel 9.1 Ed 3

Understanding of Customer Data

Understanding of PeopleSoft CRM automation and configuration

Course Objectives





Automate Support and HelpDesk Processes with Active Analytics FrameworkSet up Self-ServiceDescribe PeopleSoft Support and HelpDesk Business ProcessesSet up the Call Center ApplicationProcess CasesManage Solutions and Solution AdvisorConfigure the Appearance of the Case pageSet up and Use the Assignement EngineCreate and use Service Level AgreementsSet up the Solution InfrastructureUnderstand and Use Change Management

Course Topics

Course OverviewAgenda

Call Center Business Process OverviewDescribing Business Processes for PeopleSoft Support and HelpDesk ApplicationsDescribing the Life Cycle of a CaseDescribing Support and HelpDesk Integrations

Setting Up Call Center AgentsDescribing Support and Helpdesk AgentsSetting Up Support and Helpdesk Agent InformationSetting Up WorklistsSetting Up Provider Groups

Setting Up Call Center Business UnitsDescribing PeopleSoft Call Center Business UnitsSpecifying Case OptionsSpecifying Display Templates for CasesSpecifying Default Values for Cases

Configuring the Case PageDescribing How the Case Pages Are ConfiguredDescribing Display Templates

Setting Up Prompt TablesDescribing Basic Prompt TablesDescribing Case Relationship TypesSetting Up Competency-Related Prompt TablesSetting Up Quick CodesUsing Text TraySetting Up Case Match CriteriaSetting Up and Managing Case Tasks

Setting Up Agreements and Warranties for Support and HelpdeskDescribing Service Level Agreements and WarrantiesCreating Service Level AgreementsApplying Service Level Agreements


Managing SolutionsDescribing Solution ManagementSetting Up Solution ManagementCreating and Maintaining SolutionsUsing Solutions to Resolve Cases

Setting Up the Solution InfrastructureIdentifying Elements of the Solution InfrastructureBuilding the Search Collection

Setting Up the Assignment EngineDescribing the Assignment EngineSetting Up Assignment Engine Weighting FactorsDefining Assignment Options for Business UnitsMaintaining Worker and Group Assignment Data

Setting Up Active Analytics FrameworkDescribing Automation Using Active Analytics FrameworkDescribing Delivered WorkflowDescribing Auto-Invoking for Business ProjectsDescribing Case History Capture Setup

Setting Up Self-ServiceDescribing Self-Service Features and SecurityDescribing the Configuration of Business Units for Self-ServiceDescribing the Reasons for Closing and Reopening Cases in Self-ServiceSetting Up the Self-Service Interface

Setting Up Change Management (Helpdesk only)Describing Change ManagementIdentifying Elements of the Change Management ComponentDesigning a Phase TemplateSetting Up Change Management

Course ReviewDescribing PeopleSoft Support and HelpDesk Business ProcessesSetting Up the Call Center ApplicationsSetting Up AgreementsManaging Solutions and the Solution InfrastructureAutomating PeopleSoft Support and HelpDeskSetting Up Call Center Applications for Self-ServiceSetting Up Change Management



CRM Fundamentals for Higher Education Rel 9.1

Duration: 1 Day

What you will learn

This course provides information for setting up CRM for Higher Education components as well as learning about the key

integration points. Specifically, Students will learn how to enable the system, configure the CRM and Campus Solutions

databases for communication, set up and work with Enterprise Integration Points (EIPs), configure the Search/Match

utility and the 360-Degree Constituent View, and test the integration to ensure that everything is functioning correctly.

Learn To:

Setup the CRM for Higher Education Components

Work with the 360-Degree View

Work with EIPs

Test the integration

AudienceFunctional ImplementerSales ConsultantsTechnical Consultant

Prerequisites

Suggested PrerequisitesCRM Fundamentals Rel 9.0CRM Fundamentals Rel 9.1

Course ObjectivesWorking with the 360-Degree ViewGetting started with CRM for Higher EducationSetting up the CRM for Higher Education componentsWorking with EIPsTesting the integration

Course Topics

Course Overview

Business Process OverviewDescribing the Components of CRM for Higher EducationUnderstanding the CRM for Higher Education Process FlowFinding Information about CRM for Higher Education and Campus Solutions

Enabling CRM for Higher EducationSetting Up Single SignonActivating the PeopleSoft Higher Education 360 Service Operation and RoutingConfiguring PeopleSoft Campus Solutions to Define Integration Data





Getting Started With CRM for Higher EducationIdentifying the Components You Will NeedUnderstanding ConceptsIdentifying the SequenceUnderstanding Campus Solutions DependenciesUnderstanding How to Set Up Security

Setting Up the Components for CRM for Higher EducationUnderstanding the CRM for Higher Education ComponentsSetting up EIPsSetting Up Search/Match Functionality

Working with EIPsUnderstanding EIPs and Their FunctionDescribing EIPs Delivered with CRM for Higher EducationUnderstanding the Business Process Flow for EIPsCustomizing EIPs

Testing the IntegrationVerifying Search/MatchTesting the Integration

Working With the 360-Degree ViewUnderstanding the CRM 360 Degree Constituent ViewSetting Up the CRM 360 Degree Constituent ViewConfiguring the CRM 360 Degree Constituent View

Course Review



CRM Student Recruitment and Retention Rel 9.1

Duration: 2 Days

What you will learn

This course is designed to provide the student with practical and real world based perspective on how to design and

build student recruitment and retention campaigns using PeopleSoft CRM for Higher Education. During the course,

students will also be given an overview of recruitments structures, 360-degree view and Service Center for Higher

Education.

Learn To:

Build a recruitment campain

Build retention campaign

Support recruitment events with CRM

AudienceEnd UsersFunctional ImplementerProject ManagerTechnical AdministratorTechnical Consultant

Related Training

Suggested PrerequisitesCRM Fundamentals Rel 9.0


Course ObjectivesCreate suspects and prospects in CRM

Market to suspects and prospects

Assign leads to recruiters

Monitor recruitment activity

Import suspects and prospects

Load test scores into CRM

Build audiences in CRM

Build dialogues in CRM

Create a territory tree





Assign leads to recruiters

View the opportunity pipeline

View a recruitment forecast

Develop a retention program

Develop a recruitment program

Course Topics

Developing a Recruitment ProgramCreating suspects and prospects in CRMLoading test scores into CRM via Campus SolutionsBuilding audiences for student recruitment purposesBuilding dialogues for student recruitment purposesBuilding Web and email documents for student recruiting purposesCreating events in CRM for student recruitment purposes

Working with a Student Recruitment StructureCreating territory treesConfiguring assignment criteriaPublishing academic information changesCreating sales leadsConverting leads to opportunitiesAssigning leads to recruitersMonitoring recruitment activity

Developing a Retention ProgramDefining an At-Risk studentCreating surveys for retention purposesCreating newsletters for retention purposes

Working with Service Center for Higher Education

Working with 360-Degree View



Industry Interface Program

Projects

Modular Assignments Mini Projects 1 Major Project

Domains / Industry

Retail Industry Banking & Finance Service E-Commerce Manufacturing & Production Web Application Development Research & Analytics HR & Consultancy FMCG Consumer Electronics Event Management Industry Telecom


Training & Performance Tracking

Knowledge related to current technology aspects and corporate level deliverable &Continuous training and assessment to make you industry ready. Throughout the TrainingCurriculum Candidate will go through a Scheduled Assessment Process as below: Continues Assessments Practical Workshops Modular Assignments Case Studies & Analysis Presentations (Latest Trends & Technologies) Tech Seminars Technical Viva Observing live Models of various projects Domain Specific Industry Projects


Skills Development WorkshopCommunication is something which all of us do from the very first day of our life, yet thereis a question that haunts us most of the time “Did I express myself correctly in such andsuch situation?” The answer to this question is really tricky, because in some cases weleave our signatures and good impression but in some others we even fail to get our ideaclearly. It happens mostly because we don’t know how to act in certain situations. Everytime we fail we don’t lose completely, we do learn something, but prior knowledge of thesame thing could be more beneficial because then we could have turned that failure intosuccess.The course / workshop would focus at many aspects of personality, like:

Building positive relationships with peers & seniors Building self-confidence & Developing clear communication skills Exploring and working on factors that help or hinder effective interpersonalcommunication Learning impacts of non-verbal behavior & Dealing with difficult situations anddifficult people

Workshops Consists of Following Activities: Personality Development Group Discussions & Debates Seminars & Presentations Case Studies & Analysis Corporate Communication Development HR & Interview Skills Management Games & Simulations Aptitude, Logical & Reasoning Assessments & Development

Oracle PeopleSoft - Multisoft Systems

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