CRM Fundamentals Rel 9.1

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.

Audience

• Functional Implementer
• Portal Developer
• End Users

Course Topics Business Process Overview

• Describing PeopleSoft Enterprise CRM Common Components
• Describing Customer Management
• Describing Workforce Management
• Describing Product Management
• Describing Common Features

Getting Started With CRM

• Describing 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 Data

• Describing Effective Dating
• Describing Action Types

Describing Data in Tables

• Describing Types of Tables
• Describing Processing and Default Tables
• Describing Translate Tables
• Describing Transaction and Control Tables

Defining Business Units, SetIDs, and Tableset Controls

• Describing 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 Model

• Describing the Customer Data Model

Managing Customers

• Setting Up Control Values for Customers
• Setting Up Companies
• Setting Up Contact Information
• Setting Up Persons
• Setting Up Sites
• Using Quick Create

Managing Workers in Customer-Facing Applications

• Describing 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 Viewer

• Using the 360-Degree View
• Viewing and Maintaining Relationships

Managing Contacts and Tasks

• Describing Contact Management
• Managing Contacts and Tasks
• Setting Up Task Management

Managing Worklists and Notifications

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

Managing Product Definitions

• Describing Products
• Setting Up Control Tables for Products
• Setting Up Product Definitions
• Setting Up Product Packages

Managing Installed Products

• Describing Installed Products
• Setting Up Installed Product Tracking
• Tracking Installed Products

Evaluating Integration, Automation, and Configuration Options

• Describing PeopleSoft Enterprise CRM Integrations
• Describing PeopleSoft Enterprise CRM Configuration Tools

Course Objectives

• Describe the fundamental business processes that PeopleSoft CRM supports
• Describe the features of PeopleSoft Enterprise CRM, and describe various navigational aids to use the system effectively
• View and modify data, and describe data in tables
• Describe business units, setIDs, and tableset controls
• Manage customer information and worker data
• Describe 360-Degree Views and the Relationship Viewer
• Work with CRM worklists and outbound notifications
• Define and track products
• Evaluate automation, configuration, and integration