CRM Fundamentals Rel 8.9

Description:

In this one-day course, participants learn about the common objects - customers, workers, and products - that are the foundation of PeopleSoft CRM applications. Participants learn how these objects are used in different applications and learn the practical skills to set up these objects. Participants are also introduced to the capabilities of the CRM automation and configuration tools that are more fully explored in the CRM Automation and Configuration course.

This course is the prerequisite for all PeopleSoft CRM application classes, which provide more detail about the CRM business processes that use common components.

Learn To's:

• Set Up and Manage Customers
• Manage Worker Data
• Manage Products
• Automate and configure the CRM Installation

Audience:

Functional Implementer

Objectives:

• Describe the fundamental business processes that PeopleSoft CRM supports
• Manage customer information
• Manage worker data
• Define and track products
• Automate and configure the CRM installation

Prerequisites:

Required Prerequisites:
Understanding of basic navigation and PeopleSoft concepts
Use of control tables to enforce business rules
Able to run processes and reports
Introduction to PS for CRM Rel 8.9

Topics:

Locating Customer Information

Managing Customers
Setting Up Control Values for Customers
Setting Up Address Books
Defining Persons and Sites
Using Quick Create

Working with 360-Degree View and Relationship Viewer

Managing Contacts and Tasks

Managing Workers in Customer-Facing and Worker-Facing Applications
Setting Up Foundational Data for Workers
Managing Provider Groups

Managing Products
Setting Up Control Tables for Products
Setting Up Product Definitions
Setting Up Product Packages
Setting Up Installed Product Tracking
Tracking Installed Products

Managing Workflow
Managing Worklists
Setting Up and Using Manual Notifications

Evaluating Integration, Automation, and Configuration Options