PeopleSoft 8.8 CRM Collaborative Selling PeopleBook

Transcription

1 PeopleSoft 8.8 CRM Collaborative Selling PeopleBook December 2002

2 PeopleSoft 8.8 CRM Collaborative Selling PeopleBook SKU CRM88MRO-B 1202 PeopleBooks Contributors: Teams from PeopleSoft Product Documentation and Development. Copyright PeopleSoft, Inc. All rights reserved. PrintedintheUnitedStates. All material contained in this documentation is proprietary and confidential to PeopleSoft, Inc. ("PeopleSoft"), protected by copyright laws and subject to the nondisclosure provisions of the applicable PeopleSoft agreement. No part of this documentation may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, including, but not limited to, electronic, graphic, mechanical, photocopying, recording, or otherwise without the prior written permission of PeopleSoft. This documentation is subject to change without notice, and PeopleSoft does not warrant that the material contained in this documentation is free of errors. Any errors found in this document should be reported to PeopleSoft in writing. The copyrighted software that accompanies this document is licensed for use only in strict accordance with the applicable license agreement which should be read carefully as it governs the terms of use of the software and this document, including the disclosure thereof. PeopleSoft, PeopleTools, PS/nVision, PeopleCode, PeopleBooks, PeopleTalk, and Vantive are registered trademarks, and Pure Internet Architecture, Intelligent Context Manager, and The Real-Time Enterprise are trademarks of PeopleSoft, Inc. All other company and product names may be trademarks of their respective owners. The information contained herein is subject to change without notice. Open Source Disclosure This product includes software developed by the Apache Software Foundation ( Copyright (c) The Apache Software Foundation. All rights reserved. THIS SOFTWARE IS PROVIDED AS IS AND ANY EXPRESSED OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE APACHE SOFTWARE FOUNDATION OR ITS CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. PeopleSoft takes no responsibility for its use or distribution of any open source or shareware software or documentation and disclaims any and all liability or damages resulting from use of said software or documentation.

3 Contents General Preface About This PeopleBook......xi PeopleSoft Application Prerequisites......xi PeopleSoft Application Fundamentals......xi Related Documentation...xii Obtaining Documentation Updates...xii Ordering Printed Documentation...xii Typographical Conventions and Visual Cues......xiii Typographical Conventions...xiii Visual Cues...xiv Comments and Suggestions......xv Common Elements in These PeopleBooks......xv Preface PeopleSoft CRM Collaborative Selling Preface......xvii PeopleSoft 8.8 Collaborative Selling PeopleBook......xvii PeopleSoft 8.8 CRM Application Fundamentals PeopleBook...xix Common Field Elements...xix Part 1 Collaborative Selling Applications Chapter 1 Getting Started With PeopleSoft CRM Collaborative Selling PeopleSoft Collaborative Selling Overview...3 PeopleSoft Collaborative Selling Business Processes...4 Order Capture Integrations...7 Implementing PeopleSoft Order Capture and PeopleSoft Order Capture Self Service Implementing CRM Cross-Product Functionality...8 Setting Up Tables for PeopleSoft Order Capture and PeopleSoft Order Capture Self Service....9 Setting Up Additional Tables for PeopleSoft Mobile Order Capture (Optional)...11 Automating and Configuring PeopleSoft Order Capture and Order Capture Self Service...11 PeopleSoft Proprietary and Confidential iii

4 Contents Part 2 PeopleSoft Order Capture Chapter 2 Defining Order Capture Business Units...15 Understanding PeopleSoft Business Units Understanding Order Capture Business Units Defining Order Capture Business Units Page Used to Create PeopleSoft Order Capture Business Units...16 Creating PeopleSoft Order Capture Business Units...16 Chapter 3 Setting Up Order Capture...23 Understanding Order Capture Setup Defining Toolbar Preferences Understanding Toolbar Configuration...24 Creating Application Class Sets Using the Setup Workbench Common Toolbar Elements...26 Pages Used to Set up Order Capture Tables...27 Accessing Order Capture Setup Tables...28 Defining Charge Frequencies...29 Defining Charge Types...30 Creating Data Event Handlers...31 Creating Dynamic Events...32 Defining Hold Codes...34 Defining Header Statuses...35 Creating Line Actions...36 Creating Line Statuses...37 Defining Multi-Channel Framework (MCF) Types...38 Creating Note Origins...40 Creating Note Types...40 Creating Note Visibility...41 Defining Priorities...42 Defining Source Codes...43 Using the Capture Type Workbench Common Elements...45 Pages Used to Create Type Definitions...45 iv PeopleSoft Proprietary and Confidential

5 Contents Creating Type Definitions...46 Defining Hold Processing...48 Defining Business Project Events...50 Defining Audit Events...51 Defining Maintenance Setup...52 Defining Dynamic Events...54 Defining MCF Types...55 Defining Process Types...56 Using the Integration Workbench Pages Used to Define Integrations...57 Working With Integration Definitions...57 Define Header Status mappings...59 Defining Line Status Mappings...60 Define Source Mappings...61 Setting Up Credit Card Integration Understanding Credit Card Setup...61 Setting Up Credit Card Processing...62 Setting Up Freight (Carriers) Integration Understanding Freight Integration Setup...62 Pages Used to Set Up Freight (Carriers) Integration...62 Setting Up and Testing the Freight Calculation Business Interlink...62 Defining Carriers...63 Constructing Tracking Numbers...64 Defining Tax Integration Options Understanding Tax Installation Options Setup...65 Pages Used to Define Tax Installation Options...66 Define Tax Settings for Business Units...66 Defining Tax Provider Options...66 Using Tax Product Groups...67 Chapter 4 Setting Up Products, Pricing, and Catalogs Products, Enterprise Pricer, and Catalogs Setting Up Products Setting Up Pricing Setting Up Catalogs PeopleSoft Proprietary and Confidential v

6 Contents Chapter 5 Working With Order Capture Business Projects Understanding Order Capture Business Projects Defining Order Capture Business Projects Understanding Business Project Definition: Phases, Tasks, and Transition Rules...75 Setting Up or Viewing Order Capture Business Projects...76 Viewing Order Capture Business Projects Page Used to View Order Capture Business Project Status...77 PeopleSoft Order Capture Business Projects Trees...77 Core Order Business Project...79 Order Maintenance Business Project...81 Core Quote Business Project...84 Chapter 6 Integrating With Fulfillment Understanding Fulfillment Activating EIPs Creating Autonumbering for Orders and Quotes Mapping Line Statuses Publishing Order and Quote Messages Subscribing to Order Status Messages Subscribing to Order and Quote Acknowledgements Subscribing to Advanced Shipping Notices (ASNs) Managing Externally-Originating Orders Chapter 7 Managing Orders and Quotes Understanding Order Capture Common Elements Using Hotkeys Accessing PeopleSoft Order Capture Personalizing Order Capture Page Used to Personalize Order Capture Choosing Order Entry Form Personalizations Changing the Default Entry Form Values Configuring Search Criteria Using the CSR Launch Page Creating Orders or Quotes vi PeopleSoft Proprietary and Confidential

7 Contents Pages Used to Create Orders or Quotes Entering Order or Quotes Launching and Using PeopleSoft Advisor Viewing or Modifying Line Details Creating Configurations Pages Used to Create a Configurations Configuring a Product Using PeopleSoft Configurator Configuring a Dynamic Package Entering Shipping, Payment, and Billing Information Pages Used to Enter Payments and Shipping Information Entering Shipping Information Managing Billing Information Viewing Price Adjustments Page Used to View Price Adjustments Displaying Price Adjustment Details Adding Notes Pages Used to Add Notes or Attachments Adding a Note or an Attachment Viewing Notes or Attachment Summary Displaying Summary Page Used to View Order or Quote Summary Viewing Order/Quote Summary Generating Correspondences Managing Holds Understanding Holds Pages Used to Manage Holds Viewing Hold Summary Maintaining Orders Understanding Order Maintenance Viewing Related Objects Viewing Related Objects Working with Business Projects Viewing History Pages Used to View History Viewing Change History Information Viewing Interaction History Viewing All History Delivered User IDs and User Roles Support for Industry-Specific Dynamic Events PeopleSoft Proprietary and Confidential vii

8 Contents Chapter 8 Working With Smart Views for Order Capture Understanding PeopleSoft CRM Smart Views Setting Up Smart Views for Order Capture Using Smart Views for Order Capture Dimensions Pages Used to Launch Order Capture Smart Views Using the Order Revenue Smart View Using the Order Metrics Smart View Using the Enterprise Order Revenue Smart View Using the Enterprise Order Metrics Smart View Part 3 PeopleSoft Order Capture Self Service Chapter 9 Defining Order Capture Self Service Business Units Understanding PeopleSoft Business Units Understanding Self Service Business Units Defining Order Capture Self Service Business Units Pages Used to Establish Peoplesoft Order Capture Self Service Business Units Creating an Order Capture Self Service Business Unit Chapter 10 Setting Up Order Capture Self Service Chapter 11 Using Order Capture Self Service Understanding PeopleSoft Order Capture Self Service Selecting Products Pages Used to Select Products Browsing a Catalog Choosing a Product Viewing Product Details Comparing Products Launching PeopleSoft Advisor viii PeopleSoft Proprietary and Confidential

9 Contents Using Quick Entry Page Used for Quick Entry of Orders (and Quotes) Selecting Products Quickly Using the Shopping Cart Pages Used to Work from the Shopping Cart Working From Within the Shopping Cart Deleting Products from the Shopping Cart Adding Notes or Attachments Managing Checkout Pages Used for Managing Checkout Managing Shipping, Product, and Payment Options from Checkout Handling Multiple Shipments Accessing and Changing Product Attributes Submitting an Order or Saving a Quote Changing Orders Viewing Order or Quote Status Pages Used to View Order or Quote Status Searching for Orders Viewing Order Details Searching for Quotes Viewing Quote Details Converting a Quote to an Order Tracking Orders Identifying Delivered User IDs and User Roles Identifying Supplemental Pagelets Part 4 PeopleSoft Advisor Chapter 12 Understanding and Using PeopleSoft Advisor Overview Part 5 PeopleSoft Configurator PeopleSoft Proprietary and Confidential ix

10 Contents Chapter 13 Understanding and Using PeopleSoft Configurator Overview PeopleSoft Configurator Integration to PeopleSoft Order Capture Glossary of PeopleSoft Terms Index x PeopleSoft Proprietary and Confidential

11 About This PeopleBook PeopleBooks provide you with the information that you need to implement and use PeopleSoft applications. This preface discusses: PeopleSoft application prerequisites. PeopleSoft application fundamentals. Related documentation. Typographical elements and visual cues. Comments and suggestions. Common elements in PeopleBooks. Note. PeopleBooks document only page elements that require additional explanation. If a page element is not documented with the process or task in which it is used, then either it requires no additional explanation or it is documented with common elements for the section, chapter, PeopleBook, or product line. Elements that are common to all PeopleSoft applications are defined in this preface. PeopleSoft Application Prerequisites To benefit fully from the information that is covered in these books, you should have a basic understanding of how to use PeopleSoft applications. See Using PeopleSoft Applications. You might also want to complete at least one PeopleSoft introductory training course. You should be familiar with navigating the system and adding, updating, and deleting information by using PeopleSoft windows, menus, and pages. You should also be comfortable using the World Wide Web and the Microsoft Windows or Windows NT graphical user interface. These books do not review navigation and other basics. They present the information that you need to use the system and implement your PeopleSoft applications most effectively. PeopleSoft Application Fundamentals Each application PeopleBook provides implementation and processing information for your PeopleSoft database. However, additional, essential information describing the setup and design of your system appears in a companion volume of documentation called the application fundamentals PeopleBook. Each PeopleSoft product line has its own version of this documentation. PeopleSoft Proprietary and Confidential xi

12 General Preface The application fundamentals PeopleBook consists of important topics that apply to many or all PeopleSoft applications across a product line. Whether you are implementing a single application, some combination of applications within the product line, or the entire product line, you should be familiar with the contents of this central PeopleBook. It is the starting point for fundamentals, such as setting up control tables and administering security. Related Documentation This section discusses how to: Obtain documentation updates. Order printed documentation. Obtaining Documentation Updates You can find updates and additional documentation for this release, as well as previous releases, on the PeopleSoft Customer Connection Website. Through the Documentation section of PeopleSoft Customer Connection, you can download files to add to your PeopleBook Library. You ll find a variety of useful and timely materials, including updates to the full PeopleSoft documentation that is delivered on your PeopleBooks CD-ROM. Important! Before you upgrade, you must check PeopleSoft Customer Connection for updates to the upgrade instructions. PeopleSoft continually posts updates as the upgrade process is refined. See Also PeopleSoft Customer Connection Website, Ordering Printed Documentation You can order printed, bound volumes of the complete PeopleSoft documentation that is delivered on your PeopleBooks CD-ROM. PeopleSoft makes printed documentation available for each major release shortly after the software is shipped. Customers and partners can order printed PeopleSoft documentation by using any of these methods: Web Telephone Web From the Documentation section of the PeopleSoft Customer Connection Website, access the PeopleSoft Press Website under the Ordering PeopleBooks topic. The PeopleSoft Press Website is a joint venture between PeopleSoft and Consolidated Publications Incorporated (CPI), the book print vendor. Use a credit card, money order, cashier s check, or purchase order to place your order. xii PeopleSoft Proprietary and Confidential

13 General Preface Telephone Contact CPI at Send to CPI at See Also PeopleSoft Customer Connection Website, Typographical Conventions and Visual Cues This section discusses: Typographical conventions. Visual cues. Typographical Conventions The following table contains the typographical conventions that are used in PeopleBooks: Typographical Convention or Visual Cue Description Bold Indicates PeopleCode function names, method names, language constructs, and PeopleCode reserved words that must be included literally in the function call. Italics Indicates field values, emphasis, and PeopleSoft or other book-length publication titles. In PeopleCode syntax, italic items are placeholders for arguments that your program must supply. We also use italicswhenwerefertowordsaswordsor letters as letters, as in the following: Enter the number 0, not the letter O. KEY+KEY Indicates a key combination action. For example, a plus sign (+) between keys means that you must hold down the first key while you press the second key. For ALT+W, hold down the ALT key while you press W. Monospace font Indicates a PeopleCode program or other code example.?? (quotation marks) Indicate chapter titles in cross-references and words that are used differently from their intended meanings. PeopleSoft Proprietary and Confidential xiii

14 General Preface Typographical Convention or Visual Cue Description... (ellipses) Indicate that the preceding item or series can be repeated anynumberoftimes in PeopleCode syntax. { } (curly braces) Indicate a choice between two options in PeopleCode syntax. Options are separated by a pipe ( ). [ ] (square brackets) Indicate optional items in PeopleCode syntax. & (ampersand) When placed before a parameter in PeopleCode syntax, an ampersand indicates that the parameter is an already instantiated object. Ampersands also precede all PeopleCode variables. (ISO) Information that applies to a specific country, to the U.S. federal government, or to the education and government market, is preceded by a three-letter code in parentheses. The code for the U.S. federal government is USF; the code for education and government is E&G, and the country codes from the International Standards Organization are used for specific countries. Here is an example: (GER) If you re administering German employees, German law requires you to indicate special nationality and citizenship information for German workers using nationality codes established by the German DEUEV Directive. Cross-references PeopleBooks provide cross-references either below the heading?see Also? or on a separate line preceded by the word See. Cross-references lead to other documentation that is pertinent to the immediately preceding documentation. Visual Cues PeopleBooks contain the following visual cues. Notes Notes indicate information that you should pay particular attention to as you work with the PeopleSoft system. Note. Example of a note. xiv PeopleSoft Proprietary and Confidential

15 General Preface A note that is preceded by Important! is crucial and includes information that concerns what you must do for the system to function properly. Important! Example of an important note. Warnings Warnings indicate crucial configuration considerations. Pay close attention to warning messages. Warning! Example of a warning. Comments and Suggestions Your comments are important to us. We encourage you to tell us what you like, or what you would like to see changed about PeopleBooks and other PeopleSoft reference and training materials. Please send your suggestions to: PeopleSoft Product Documentation Manager PeopleSoft, Inc Hacienda Drive Pleasanton, CA Or send comments to doc@peoplesoft.com. While we cannot guarantee to answer every message, we will pay careful attention to your comments and suggestions. Common Elements in These PeopleBooks As of Date Business Unit Description Effective Date Once, Always, and Don t Run The last date for which a report or process includes data. An ID that represents a high-level organization of business information. You can use a business unit to define regional or departmental units within a larger organization. Enter up to 30 characters of text. The date on which a table row becomes effective; the date that an action begins. For example, to close out a ledger on June 30, the effective date for the ledger closing would be July 1. This date also determines when you can view and change the information. Pages or panels and batch processes that use the information use the current row. Select Once to run the request the next time the batch process runs. After the batch process runs, the process frequency is automatically set to Don t Run. Select Always to run the request every time the batch process runs. Select Don t Run to ignore the request when the batch process runs. PeopleSoft Proprietary and Confidential xv

16 General Preface Report Manager Process Monitor Run Request ID User ID SetID Short Description Click to access the Report List page, where you can view report content, check the status of a report, and see content detail messages (which show you a description of the report and the distribution list). Click to access the Process List page, where you can view the status of submitted process requests. Click to access the Process Scheduler request page, where you can specify the location where a process or job runs and the process output format. An ID that represents a set of selection criteria for a report or process. An ID that represents the person who generates a transaction. An ID that represents a set of control table information, or TableSets. TableSets enable you to share control table information and processing options among business units. The goal is to minimize redundant data and system maintenance tasks. When you assign a setid to a record group in a business unit, you indicate that all of the tables in the record group are shared between that business unit and any other business unit that also assigns that setid to that record group. For example, you can define a group of common job codes that are shared between several business units. Each business unit that shares the job codes is assigned the same setid for that record group. Enterupto15charactersoftext. See Also Using PeopleSoft Applications PeopleSoft Process Scheduler xvi PeopleSoft Proprietary and Confidential

17 PeopleSoft CRM Collaborative Selling Preface This preface provides an overview of: PeopleSoft 8.8 CRM Collaborative Selling PeopleBook PeopleSoft 8.8 CRM Application Fundamentals PeopleBook. Common Field Elements. PeopleSoft 8.8 Collaborative Selling PeopleBook This PeopleSoft 8.8 CRM Collaborative Selling PeopleBook provides information about setting up and using functionality delivered by four independently-licensed CRM applications that constitute the Collaborative Selling suite. These applications are: PeopleSoft Order Capture. PeopleSoft Order Capture Self Service. PeopleSoft Advisor. PeopleSoft Configurator. Note. This list does not include the mobile editions of PeopleSoft Order Capture and PeopleSoft Configurator, which are separately licensed CRM applications that rely on core functionality. Part I: Collaborative Selling Applications The Collaborative Selling Applications part of the PeopleSoft 8.8 CRM Collaborative Selling PeopleBook contains the following chapters: PeopleSoft CRM Collaborative Selling Preface. This chapter provides an overview of the PeopleSoft 8.8 CRM Collaborative Selling PeopleBook chapters, and the PeopleSoft 8.8 CRM Application Fundamentals PeopleBook. Getting Started With PeopleSoft Collaborative Selling. This chapters provides an overview of business processes, integrations, and implementation steps for Collaborative Selling applications. Note. Explanation of implementation steps in this PeopleBook is limited to PeopleSoft Order Capture and PeopleSoft Order Capture Self Service. Implementation steps for PeopleSoft Advisor and PeopleSoft Configurator are documented in their respective peoplebooks. Installation information for Collaborative Selling applications is provided in the PeopleSoft CRM Installation Guide, which is available on Customer Connection. PeopleSoft Proprietary and Confidential xvii

18 Preface Part II: PeopleSoft Order Capture The PeopleSoft Order Capture part of the PeopleSoft 8.8 CRM Collaborative Selling PeopleBook contains the following chapters: Defining Order Capture Business Units. This chapter explains how to define Order Capture business units. Setting Up Order Capture. This chapter explains how to use the PeopleSoft Order Capture workbenches to set up your order capture preferences. It also explains how to define carriers and advanced tax options. Setting Up Products, Pricing, and Catalogs. This chapter explains how to set up the base tools required for interactive selling, in the form of products, pricing, and catalogs. Working With Order Capture Business Projects. This chapter explains the three core order capture business projects, which are order, quote, and order maintenance. Integrating With Fulfillment. This chapter explains how PeopleSoft Order Capture integrates with fulfillment systems, such as PeopleSoft Supply Chain Management. Managing Orders and Quotes. This chapter explains how a Customer Service Representative can personalize and use the PeopleSoft Order Capture entry form to manage orders and quotes. Working With Order Capture Smart Views. This chapter explains how to use analytics, such as order metrics reports and order revenue reports, to better understand the behavior of your order capture system. PART III: PeopleSoft Order Capture Self Service The PeopleSoft Order Capture part of the PeopleSoft 8.8 CRM Collaborative Selling PeopleBook contains the following chapters: Defining Order Capture Self Service Business Units. This chapter explains how to define Order Capture Self Service business units. Setting Up Order Capture Self Service. This chapter explains how to set up PeopleSoft Order Capture Self Service. Using Order Capture Self Service. This chapter explains how to use PeopleSoft Order Capture Self Service. Part IV: PeopleSoft Advisor The PeopleSoft Advisor part of the PeopleSoft 8.8 CRM Collaborative Selling PeopleBook contains the chapter entitled, Understanding and Using PeopleSoft Advisor. Links within this chapter refer you to the PeopleSoft 8.8 CRM Advisor PeopleBook. Part V: PeopleSoft Configurator The PeopleSoft Configurator part of the PeopleSoft 8.8 CRM Collaborative Selling PeopleBook contains the chapter, entitledunderstanding and Using PeopleSoft Configurator. Links within this chapter refer you to the PeopleSoft 8.8 Configurator for CRM PeopleBook. xviii PeopleSoft Proprietary and Confidential

19 Preface PeopleSoft 8.8 CRM Application Fundamentals PeopleBook Essential information describing the setup and design of your CRM system appears in a companion volume of documentation called PeopleSoft 8.8 CRM Application Fundamentals PeopleBook.. Note. Each PeopleSoft product line has its own version of this documentation. The PeopleSoft 8.8 CRM Application Fundamentals PeopleBook.contains important topics that apply to many or all PeopleSoft applications across the CRM product line. Whether you implement a single application, some combination of applications within the product line, or the entire PeopleSoft CRM system, you should be familiar with the contents of this central PeopleBook. It is the starting point for fundamentals, such as setting up control tables and administering security. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook Common Field Elements Description Effective Date Process Monitor Report ID Report Manager Run Run Control ID Set ID Short Description Status Descriptive text up to 30 characters. Date on which a table row becomes effective; the date that an action begins. For example, if you want to close out a ledger on June 30, the effective date for the ledger closing would be July 1. This date also determines when you can view and change the information. Pages or panels and batch processes that use the information use the current row. Process Monitor link takes you to the Process List page, where you can view the status of submitted process requests. Identifier for the report. Report Manager link takes you to the Report List page, where you can view report content, check the status of a report. You can also see content detail messages which show you a description of the report and the distribution list. This button takes you to the Process Scheduler request page, where you can specify the location where a process or job runs and the process output format. Identification code that identifies the run parameters for a report or process. Identification code that represents a set of control table information or TableSets. A TableSet is a group of tables (records) necessary to define your company s structure and processing options. Descriptive text up to 15 characters. Indicates whether a row in a table is Active or Inactive. You cannot display inactive rows on transaction pages or use them for running PeopleSoft Proprietary and Confidential xix

20 Preface batch processes. Inactivate rather than delete data you no longer use in order to maintain an audit trail. User ID System identifier for the individual who generates a transaction. xx PeopleSoft Proprietary and Confidential

21 PART 1 Collaborative Selling Applications Chapter 1 Getting Started With PeopleSoft CRM Collaborative Selling

22

23 CHAPTER 1 Getting Started With PeopleSoft CRM Collaborative Selling This PeopleBook provides an overview of Collaborative Selling applications, as well as discussing the following topics: Collaborative Selling business process. Collaborative Selling integrations. Implementing Collaborative Selling applications. Note. Although PeopleSoft Order Capture and PeopleSoft Order Capture Self Service are separately licensed applications, most references to business processes and implementation steps in this chapter equally apply to both applications. PeopleSoft Collaborative Selling Overview PeopleSoft Collaborative Selling offers six distinct, powerful applications. Each application contributes to the interactive selling experience: PeopleSoft Order Capture is an internally facing application. It is a robust CRM order management tool that allows a customer sales representative or sales representative to manage orders and quotes. PeopleSoft Order Capture Self Service is an externally facing application. It allows web users, such as brokers, business customers, and consumer customers, to easily create and manage their own orders and quotes. PeopleSoft Advisor is a powerful recommendation engine tool that integrates directly with PeopleSoft Order Capture and PeopleSoft Order Capture Self Service. PeopleSoft Advisor allows for the creation of question and answer dialogs, whereby buyer responses are applied against a recommendation model that includes user segmentation and weightings. The objective of PeopleSoft Advisor is to produce recommendations for products, services, or solutions. PeopleSoft Configuratoris a best-of-breed interactive selling solution that integrates seamlessly with PeopleSoft Order Capture and PeopleSoft Order Capture Self Service. PeopleSoft Configurator provides powerful configuration abilities that allow a CSR or web user to configure products, services or solutions to their specific preferences. PeopleSoft Mobile Order Capture allows users of PeopleSoft Order Capture to synchronize orders and quotes to and from their disconnected mobile device. PeopleSoft Mobile Order Capture allows sales representatives to use their disconnected laptop to enter orders and quotes, track orders and quotes, and view customer and product information. They can easily synchronize orders to and from the main PeopleSoft CRM server, and convert leads or opportunities from the PeopleSoft Mobile Sales application to a quote or order. PeopleSoft Proprietary and Confidential 3

24 Getting Started With PeopleSoft CRM Collaborative Selling Chapter 1 PeopleSoft Mobile Configuratorallows users to create configurations from a disconnected laptop. Sales representatives can remotely configure complex products, services, or solutions. Note. PeopleSoft Mobile Configurator is currently a standalone product that can leverage the same external user interface solutions deployed by PeopleSoft Configurator. PeopleSoft Collaborative Selling Business Processes This section discusses the business processes that you can perform using PeopleSoft Collaborative Selling applications, especially PeopleSoft Order Capture and PeopleSoft Order Capture Self Service. Note. We discuss the business processes for PeopleSoft Mobile Order Capture in the PeopleSoft 8.8 CRM Mobile Applications PeopleBook. Business Processes for Collaborative Selling Applications All Collaborative Selling applications utilize: 1. CRM Customer Data Model.The customer data model (CDM) and business object relationship model (BORM) are powerful tools by which you can define the structure of your customer base, as well the relationships between various business entities such as companies, sites, partners, resellers, or consumer families. The BORM allows businesses with complex business models to define this data structure within their CRM system. This drives system behavior, workflow, and business rules according to that definition. See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Business Object Management. 2. CRM Product Data Model. This data model allows for the creation of dynamic packages, nested packages, product relationships, and complex configurations. See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Products. 3. PeopleSoft Enterprise Pricer. Enterprise Pricer is a pricing tool that uses the latest PeopleTools technologies to deliver a robust, high performance engine. It integrates seamlessly with Collaborative Selling applications to apply complex pricing structures and scenarios. Enterprise Pricer also has an intuitive user interface that is geared to a marketing manager. See PeopleSoft Enterprise Pricer. 4. CRM Catalog.CRM catalog functionality is available to Collaborative Selling applications. With our catalog functionality, you can create region-specific catalogs, display template configurations, and apply permission-filtering. These catalogs also allow for product comparisons. CRM catalogs integrate fully with PeopleSoft Order Capture and PeopleSoft Order Capture Self Service, as well as PeopleSoft Advisor for the purpose of product, service, or solution recommendations. Finally, Catalog Search employs the Verity search engine. See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Creating Catalogs. PeopleSoft Order Capture PeopleSoft Order Capture offers the following features: Order and Quote Management. PeopleSoft Order Capture delivers order and quote management functionality for both tangible and non-tangible products, such as services. 4 PeopleSoft Proprietary and Confidential

25 Chapter 1 Getting Started With PeopleSoft CRM Collaborative Selling Note. An example of a service product would be a monthly service agreement for a product such as cable television service. 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. Note. We explain how to harness the power of application classes in a Customer Connection document called Understanding Application Classes in PeopleSoft Order Capture and PeopleSoft Order Capture Self Service. CSR Launch Page, Personalizations, and Hotkeys. CSRs can begin their interactive selling activities from a launch page which 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. PeopleSoft Order Capture provides integration with fulfillment systems. For example, there is a tight 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. PeopleSoft Order Capture can establish automatic correspondences via 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. Credit Card Integration. Freight Integration with ConnectShip. PeopleSoft Order Capture Self Service In addition to most PeopleSoft Order Capture features, PeopleSoft Order Capture Self Service delivers the following: PeopleSoft Proprietary and Confidential 5

26 Getting Started With PeopleSoft CRM Collaborative Selling Chapter 1 Support for self-service registration and profile/address maintenance. AContact Us feature which includes real-time chat with a CSR. Security roles and privileges that control what a self-service user sees. Quick entry, to allow the rapid creation of orders. Order tracking functionality. Other standard self service features, such as Checkout and Shopping Cart. PeopleSoft Advisor PeopleSoft Advisor delivers a variety of powerful features, and business processes. These are explained at length in the PeopleSoft Advisor PeopleBook. See PeopleSoft 8.8 CRM Advisor PeopleBook, Getting Started With PeopleSoft Advisor, PeopleSoft Advisor Features and Business Processes. PeopleSoft Configurator PeopleSoft Configurator business processes enables you to perform all of the following functions: 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 effectivity of mobile salespersons. Integrate with PeopleSoft Enterprise Pricer, PeopleSoft Advisor, PeopleSoft Order Capture and the PeopleSoft Order Capture Catalog. Use of Integration Broker to support access to third party systems Note. These features are highlighted in the following chapters of the PeopleSoft 8.8 CRM Collaborative Selling PeopleBook and the PeopleSoft 8.8 Configurator for CRM PeopleBook. See Chapter 13, Understanding and Using PeopleSoft Configurator, page 191. See PeopleSoft 8.8 Configurator for CRM, Getting Started with PeopleSoft Configurator for CRM. See PeopleSoft 8.8 Configurator for CRM, Integrating With PeopleSoft Configurator. 6 PeopleSoft Proprietary and Confidential

27 Chapter 1 Getting Started With PeopleSoft CRM Collaborative Selling Order Capture Integrations PeopleSoft Order Capture integrates with most PeopleSoft CRM applications. Generally, this occurs in the form of other CRM applications channeling a CSR, call center agent, marketing manager, or sales representative, to the Entry Form where they can create an order or quote. Integrating With CRM Applications The following CRM applications integrate directly with PeopleSoft Order Capture. 360 Degree Viewer. PeopleSoft Advisor. This allows the CSR to launch an Advisor dialog, and using a question and answer session, match a buyer with a recommendation for a product, service, or solution. PeopleSoft Configurator. This allows for complex configuration of products directly from the order line. PeopleSoft FieldService.PeopleSoft Order Capture provides support for both service order generation and installed products. PeopleSoft Marketing.PeopleSoft Order Capture displays campaigns that are targeted to your customers. PeopleSoft Sales. This integration supports the creation of a quote or order from a sales lead or opportunity. Integration with PeopleSoft Support. This integration allows call center agents to generate a sale from a case. PeopleSoft Telemarketing. This integration allows telemarketers to quickly convert a phone call opportunity into a sale. Integrating With External Applications PeopleSoft Order Capture and PeopleSoft Order Capture Self Service use enterprise integration points (EIPs) to connect to fulfillment systems and other third party application. Our EIPs connect you to: PeopleSoft Supply Chain Management (SCM) or other similar systems. This allows for the fulfillment for orders. Credit Card enterprise integration point. This enables integration with third-party credit card authorization and payment vendors directly from PeopleSoft Order Capture and PeopleSoft Order Capture Self Service. Carriers, and tax calculation systems.integration with ConnectShip (for freight) and Taxware or Vertex (for taxes) allow order capture applications to calculate freight, sales tax, and value-added tax (VAT) directly from the order. Third Party Application System Type Company URL ConnectShip Shipping Cost Calculation Taxware Sales/Use TaxCalculation PeopleSoft Proprietary and Confidential 7

28 Getting Started With PeopleSoft CRM Collaborative Selling Chapter 1 Third Party Application System Type Company URL Taxware WorldTax /worldtax.html Vertex Sales and Use Tax Calculation Note. Supplemental information about how to set up third-party application integrations is located in the PeopleSoft CRM Installation Guide on Customer Connection. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, PeopleSoft CRM Foundation EIPs Implementing PeopleSoft Order Capture and PeopleSoft Order Capture Self Service In the planning phase of your implementation, take advantage of all PeopleSoft sources of information, including the installation guides, table-loading sequences, data models, and business process maps. A complete list of these resources appears in the preface in the PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, with information about where to find the most current version of each resource. Implementation for PeopleSoft Order Capture and PeopleSoft Order Capture Self Service can be divided into two phases: Global Core Implementing CRM cross-product functionality. Setting up tables for PeopleSoft Order Capture and PeopleSoft Order Capture Self Service Note. You can also set up additional tables for PeopleSoft Mobile Order Capture. This is explained in the Optional section below. Implementing CRM Cross-Product Functionality This section discusses the high-level steps you need to take to implement cross-product functionality. For more detailed steps, refer to the Getting Started chapter in the PeopleSoft CRM Application Fundamentals PeopleBook. See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Getting Started with PeopleSoft CRM Applications. 8 PeopleSoft Proprietary and Confidential

29 Chapter 1 Getting Started With PeopleSoft CRM Collaborative Selling Step Reference 1. Set up PeopleSoft CRM global application tables. PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Getting Started with PeopleSoft CRM Applications, Setting Up PeopleSoft CRM Global Application Tables 2. Define customers and workers. PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Getting Started with PeopleSoft CRM Applications, Setting Up Customers and Workers 3. Set up the customer 360-Degree View. PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Getting Started with PeopleSoft CRM Applications, Setting Up the Customer 360-Degree View 4. Set up customer self-service. PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Getting Started with PeopleSoft CRM Applications, Setting Up Customer Self-Service 5. Define products and items. PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Getting Started with PeopleSoft CRM Applications, Setting Up Products and Items 6. Set up integrations. PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Getting Started with PeopleSoft CRM Applications, Setting Up Integrations 7. Set up PeopleSoft common components. PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Getting Started with PeopleSoft CRM Applications, Setting Up PeopleSoft Common Components 8. Set up agreements. PeopleSoft 8.8 CRM Services Foundation PeopleBook, Setting Up and Managing Agreements and Warranties 9. Set up solutions. PeopleSoft 8.8 CRM Services Foundation PeopleBook, Setting Up Solution Management 10. Set up ESRI. PeopleSoft 8.8 CRM Services Foundation PeopleBook, Setting Up ESRI Integration Setting Up Tables for PeopleSoft Order Capture and PeopleSoft Order Capture Self Service The information that you defined in the prior tables lays the foundation for this PeopleSoft Order Capture setup. The steps discussed in this section provide the order in which you define information in the core PeopleSoft Order Capture tables. Setting up these core tables prepares your system to support PeopleSoft Order Capture business processes. We discuss these business processes in the business process chapters of this PeopleBook. PeopleSoft Order Capture and PeopleSoft Order Capture Self Service have consolidated key order capture setup steps into three workbenches. There workbenches are all found in the Set Up CRM, Product Related, Order Capture menu. They are Setup Workbench, Capture Type Workbench, andintegration Workbench. PeopleSoft Proprietary and Confidential 9

30 Getting Started With PeopleSoft CRM Collaborative Selling Chapter 1 Note. Setup steps for PeopleSoft Advisor are discussed in the Getting Started With PeopleSoft Advisor chapter of the PeopleSoft 8.8 CRM Advisor PeopleBook. Setup steps for PeopleSoft Configurator are discussed in the Getting Started With PeopleSoft Configurator for CRM chapter of the PeopleSoft 8.8 Configurator for CRM PeopleBook. Step 1. Define order capture business units on the Order Capture Definition page. (Set Up CRM, Business Unit Related, Order Capture Definition). 2. Define business unit self-service options on the Self Service Options page. (Set Up CRM, Business Unit Related, Order Capture Definition, Self Service Options). 3. Assign role privileges on the Assign Role Privileges page. (Set Up CRM, Security, Self Service, Role Privileges). 4. Assign user privileges on the Assign User Privileges page. (Set Up CRM, Security, Self Service, User Privileges). 5. Set up guest registration on the User Registration Setup page (Set Up CRM, Security, Self Service, User Registration). 6. Set up business user registration on the Business User Registration Setup page (Set Up CRM, Security, Self Service, Business User Registration). 7. Assign privilege codes on the Privilege Codes page. (Set Up CRM, Security, Self Service, Privilege Codes, Security Privilege Code Setup). 8. Define URLs in the URL Table. (PeopleTools, Utilities, Administration, URLs ). 9. Set up carriers on the Carrier Definitions page. (Set Up CRM, Product Related, Order Capture, Carrier Definition). 10. Define Tax Provider Options on the Tax Provider Options page. (Set Up CRM, Product Related, Order Capture, Tax Provider Options). 11. Define price lists on the Define Price Lists page. (Order Pricing CRM, Price List) 12. Define price rules on the Rule page. (Order Pricing CRM, Rule). 13. Define arbitration plan on the Arbitration Plan page. (Order Pricing CRM, Arbitration Plan). Reference Chapter 2, Defining Order Capture Business Units, Defining Order Capture Business Units, page 16 Chapter 9, Defining Order Capture Self Service Business Units, page 157 PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Security and User Preferences, Assigning Privileges to Roles PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Security and User Preferences, Assigning Privileges to Users PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Security and User Preferences, Setting Up Guest Users PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Security and User Preferences, Registering Business Users PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Security and User Preferences, Understanding Privileges Codes PeopleTools 8.42 PeopleBook Chapter 3, Setting Up Order Capture, Setting Up Freight (Carriers) Integration, page 62 Chapter 3, Setting Up Order Capture, Defining Tax Integration Options, page 65 PeopleSoft Enterprise Pricer, Creating Price Lists, Setting Up Price Lists PeopleSoft Enterprise Pricer, Creating Price Rules, Setting Up Price Rules PeopleSoft Enterprise Pricer, Using the Arbitration Plan, Setting Up an Arbitration Plan 10 PeopleSoft Proprietary and Confidential

31 Chapter 1 Getting Started With PeopleSoft CRM Collaborative Selling Step 14. Define Setup Workbench options. (Set Up CRM, Product Related, Order Capture, Setup Workbench). 15. Define Capture Type Workbench options. (Set Up CRM, Product Related, Order Capture, Capture Type WorkBench). 16. Define Integration Workbench options. (Set Up CRM, Product Related, Order Capture, Integration Workbench). Reference Chapter 3, Setting Up Order Capture, Using the Setup Workbench, page 26 Chapter 3, Setting Up Order Capture, Using the Capture Type Workbench, page 44 Chapter 3, Setting Up Order Capture, Using the Integration Workbench, page 56 Setting Up Additional Tables for PeopleSoft Mobile Order Capture (Optional) The following setup steps explain how to set up PeopleSoft Mobile Order Capture, subsequent to setting up your PeopleSoft Order Capture tables. Step 1. Set up mobile customer options on the Mobile Customer Options page. (Set Up CRM, Install, Mobile, Mobile Customer Options). 2. Set up mobile product defaults on the Mobile Product Options page. (Set Up CRM, Install, Mobile, Mobile Product Options). 3. Set up Mobile Order Capture defaults on the Mobile Order Capture Options page. 4. Set up dataset rules on the Dataset Rules page. (Enterprise Components, Component Configurations, Datasets, Dataset Rules). 5. Set up dataset roles on the Dataset Roles page. (Enterprise Components, Component Configurations, Datasets, Dataset Roles). 6. Set up mobile data distribution (enterprise components) on the Mobile Data Distribution page. (Enterprise Components, Component Configurations, Mobile data Distribution). Reference PeopleSoft 8.8 CRM Mobile Applications, Getting Started With CRM Mobile Applications, Implementing PeopleSoft Mobile Applications PeopleSoft 8.8 CRM Mobile Applications, Getting Started With CRM Mobile Applications, Implementing PeopleSoft Mobile Applications PeopleSoft 8.8 CRM Mobile Applications, Using PeopleSoft CRM Mobile Order Capture, Setting Up Mobile Order Capture Options PeopleSoft 8.8 CRM Mobile Applications, Getting Started With CRM Mobile Applications, Implementing PeopleSoft Mobile Applications PeopleSoft 8.8 CRM Mobile Applications, Getting Started With CRM Mobile Applications, Implementing PeopleSoft Mobile Applications PeopleSoft 8.8 CRM Mobile Applications, Getting Started With CRM Mobile Applications, Implementing PeopleSoft Mobile Applications Automating and Configuring PeopleSoft Order Capture and Order Capture Self Service This section discusses the high-level steps to further automate and configure your applications. For more detailed steps, refer to the Getting Started chapter in the PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook. See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Getting Started with PeopleSoft CRM Automation and Application Configuration Tools. PeopleSoft Proprietary and Confidential 11

32 Getting Started With PeopleSoft CRM Collaborative Selling Chapter 1 Step Reference 1. Define workflow actions and workflow templates. PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up PeopleSoft CRM Workflow 2. Define component event processing PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Component Event Processing 3. Define business projects. PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Using Business Projects 4. Define scripts. PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Defining Scripts 5. Define search pages. PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Search Pages 6. Define toolbars. PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Toolbars 7. Define attributes. PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Attributes 12 PeopleSoft Proprietary and Confidential

33 PART 2 PeopleSoft Order Capture Chapter 2 Defining Order Capture Business Units Chapter 3 Setting Up Order Capture Chapter 4 Setting Up Products, Pricing, and Catalogs Chapter 5 Working With Order Capture Business Projects Chapter 6 Integrating With Fulfillment Chapter 7 Managing Orders and Quotes Chapter 8 Working With Smart Views for Order Capture

34

35 CHAPTER 2 Defining Order Capture Business Units This chapter provides an overview of PeopleSoft business units and Order Capture business units, and discusses how to define PeopleSoft Order Capture business units. Understanding PeopleSoft Business Units A business unit is an operational subset of your organization. Each business unit has its own way of storing information and has its own processing guidelines. You can use one business unit for all cases, or you can divide operations based on whatever criteria makes the most sense. For example, you can create business units for different product lines or regions. PeopleSoft Order Capture transactions use business units as key identifiers. Once you determine how many business units you need and how to organize them, define them in the PeopleSoft Order Capture system. Note. PeopleSoft implementation personnel can help you to define your appropriate business unit structure. Define PeopleSoft business units in this basic order: 1. Define global PeopleSoft business units, if you run multiple PeopleSoft applications. 2. Define PeopleSoft Customer Relationship Management (CRM) business units. 3. Link PeopleSoft business units and PeopleSoft CRM business units to PeopleSoft Order Capture. Note. For example, you can create a business unit here, and later connect that business unit to PeopleSoft Sales. Before you create multiple order capture business units, ensure that you understand tableset controls, which you use to determine values for fields on transactional pages. See Also Understanding Order Capture Business Units This section describes some of the essential traits of business units as applied to PeopleSoft Order Capture. This information can help you determine the best way to define business units for your implementation. PeopleSoft Proprietary and Confidential 15

36 Defining Order Capture Business Units Chapter 2 In PeopleSoft Order Capture, use order capture business units to drive the business process of creating and tracking orders that customer service representatives, sales representatives, and self-service customers create. To implement PeopleSoft Order Capture, you must create order capture business units. These business units define processing rules to capture orders and enable the integration with other PeopleSoft applications, such as PeopleSoft Order Management. Note. For integration purposes, business unit definition records must be synchronized across all systems. Business unit definitions that are created in PeopleSoft CRM are available in PeopleSoft Supply Chain Management. You must make PeopleSoft Order Management and Inventory business unit definitions available to PeopleSoft CRM. To synchronize business unit records across your business enterprise, use the business unit enterprise integration point. See Also Chapter 6, Integrating With Fulfillment, page 87 Defining Order Capture Business Units This section discusses how to create PeopleSoft Order Capture business units. Note. In PeopleSoft Order Capture Self Service, you must define business unit settings on the Order Capture Definition and the Self Service Options pages. See Also Chapter 9, Defining Order Capture Self Service Business Units, page 157 Page Used to Create PeopleSoft Order Capture Business Units Page Name Object Name Navigation Usage Order Capture Definition BUS_UNIT_RO1 Set Up CRM, Business Unit Related, Order Capture Definition, Business Unit Creating PeopleSoft Order Capture Business Units Access the Order Capture Definition page. If you are adding a new business unit, you must first specify a business unit name or ID, such as US001. Create PeopleSoft Order Capture business units, update existing business units, and establish default business units. 16 PeopleSoft Proprietary and Confidential

37 Chapter 2 Defining Order Capture Business Units Order Capture Definition page (1 of 2) PeopleSoft Proprietary and Confidential 17

38 Defining Order Capture Business Units Chapter 2 Order Capture Definition page (2 of 2) Note. Add a New Business Unit mode. When in Add a New Business Unit mode, a Create BU button and a Default Set ID field are visible. These fields disappear when you create the business unit. Business Unit Enter a business unit ID. Note. If your company uses more than one PeopleSoft application and defines the same business units across applications, use the same name for business units that are designed to share the same SetID. Description Short Description Default Set ID Enter a description for the business unit. This description appears on the Order Capture Entry Form page and in other places where the business unit appears. Enter the SetID that determines your preliminary tableset sharing setup. This SetID determines the SetIDs that are assigned to each record group for the new business unit, and the SetID that is assigned to a record group determines the tableset that provides values for the business unit. If you enter an existing SetID, the system copies the set control definition of that business unit to the new business unit. Note. The system displays this field only when you open the page in Add mode. 18 PeopleSoft Proprietary and Confidential

39 Chapter 2 Defining Order Capture Business Units Create BU (create business unit) Click to establish the SetID controls for the order capture business unit based on the default SetID that you specified. This button is available only when adding a new business unit. Note. The system displays this button only when you open the page in Add mode. Status Default Business Unit Select an Open or Closed status. No transactions can be processed for a closed business unit. Select to define this business unit as the default business unit. Where no business unit has been defined in User Preferences, the system uses the default business unit that you identify here. Note. Product Search and Product Catalog search also use the default business unit. Business Unit Field Service Enter the PeopleSoft FieldService business unit that will map to this order capture business unit. Note. When ordering a product that requires installation, a service order is created in this FieldService business unit. Marketing Order Management Enter the PeopleSoft Marketing business unit that will map to this order capture business unit. PeopleSoft Order Capture displays campaign offers that are associated to this PeopleSoft Marketing business unit. Enter the PeopleSoft Order Management business unit that will map to this Order Capture business unit. PeopleSoft Order Capture maps to this PeopleSoft Order Management business unit for the purpose of order fulfillment. Currency Information Base Currency Rate Type Enter the default currency. A base currency is required for the business unit, even if you are not transacting in foreign currencies. Enter the method that the system uses to set the exchange rate between currencies for PeopleSoft Order Capture transactions. Tax Settings Tax Vendor Select a tax vendor. If you select Taxware, Vertex, or WorldTax, PeopleSoft Order Capture integrates with the relevant third-party system for tax calculations. If you want value-added tax to be part of your pricing calculations during order entry, select WorldTax. If you select None, the system does not calculate taxes when creating orders or quotes. Note. You cannot show tax on an order or quote unless you select a vendor. PeopleSoft Proprietary and Confidential 19

40 Defining Order Capture Business Units Chapter 2 Test Tax Interlink Click to verify that the tax integration is functioning correctly. Note. Your business interlink must be properly configured in advance. Company and Division Order Origin Location Order Acceptance Location Enter codes that Taxware and Vertex use for reporting and tax calculation purposes. Check your vendor s documentation for further information. Enter the business unit where sales orders originate. Taxware references this location to calculate sales taxes for local jurisdictions that use this information in their taxing practices. Enter the business unit where orders are accepted. Both Taxware and Vertex reference this location to calculate sales taxes. Please refer to Taxware and Vertex documentation for further explanation. Order Capture Catalog Refresh (mins) Ship From Freight Vendor Test Freight Interlink Preferred Carrier Card Vendor Default Source Code Enter the desired catalog refresh interval amount in minutes. When you view the product catalog, the system automatically checks when the last refresh occurred. If the interval since the last refresh is greater then the time entered here, the system forces a refresh. Enter a ship from location. A value entered here assumes that all products ship from this location. This information is used when calculating taxes and freight costs. You must hit the Check Inventory link to identify the ship from location. Select a freight vendor type: None: No freight is calculated on the order. External: Order information is passed to an external vendor such as ConnectShip, and the calculated freight amount appears on the order. Click to verify that the ConnectShip integration is functioning correctly. Select the default carrier that you want to use when creating orders or quotes. Select a card vendor. If you select 3rd party, credit card information is submitted to a third-party system for credit card authorization processing. Enter an informational code that identifies the source of the order. For example, you could specify Phone if you receive most orders for this business unit by telephone. Note. The customer service representative can change this field s default value. Capture Priority Credit Rating Value Enter a capture priority of Urgent, High, Medium, or Low to specify the default priority for all orders that are created in the business unit. You can change the priority during order creation. Enter a minimum credit rating value. If the customer s credit rating is less than this amount, the order that is associated with that customer is automatically placed on hold. 20 PeopleSoft Proprietary and Confidential

41 Chapter 2 Defining Order Capture Business Units Days Quote Due Enter the number of days that the system automatically adds to the quote creation date to indicate a final date by which a quote should be converted to an order. A quote s due date is then set to the resulting date. For example, if you want quotes to elapse 30 days after creation, enter 30 here. Note. The number that you define here does not appear on the quote itself. Days Quote Valid For Site Address Includes Enter the default number of days for which a quote is valid after the creation date. The system adds this number to the quote creation date to calculate the expiration date. Once the expiration date passes, the status changes to Expired. You cannot convert expired quotes to orders. An order capture site address includes all existing site addresses for a customer. You can increase the number of addresses available during order entry. Values are: site addresses only: Displays site addresses only. Note. This is the default selection. all customer addresses: Displays the existing site addresses plus all other customer addresses. customer Bill To addresses: Displays the existing site addresses plus any billing addresses. customer Ship To addresses: Displays the existing site addresses plus any shipping addresses. Fulfillment Specialist Enter an address to which an is sent if you create an order that contains a literature-type product. Order Change Notifications The system can send order change notifications to specified parties when order maintenance occurs, and PeopleSoft Order Capture receives a message from the fulfillment system. Changes Accepted When the fulfillment system notifies PeopleSoft CRM that order changes have been fully accepted, PeopleSoft Order Capture notifies the recipients that you identify here. Values are: Notify CSR Only Notify CSR and Customer Notify Customer Only Notify Nobody Changes Partially Accepted When the fulfillment system notifies CRM that order changes have been partially accepted, PeopleSoft Order Capture notifies the recipient(s) you identify here. Choose one of the following: Notify CSR Only PeopleSoft Proprietary and Confidential 21

42 Defining Order Capture Business Units Chapter 2 Notify CSR and Customer Notify Customer Only Notify Nobody Changes Rejected When the fulfillment system notifies CRM that order changes have been rejected, PeopleSoft Order Capture notifies the recipient(s) you identify here. Choose one of the following: Notify CSR Only Notify CSR and Customer Notify Customer Only Notify Nobody 22 PeopleSoft Proprietary and Confidential

43 CHAPTER 3 Setting Up Order Capture This chapter provides an overview of PeopleSoft Order Capture setup, in particular the workbench utilities, and explains how to: Define toolbar preferences. UsetheSetup Workbench to view, edit, or modify core order capture setup tables. UsetheCapture Type Workbench to define order and quote processing logic. UsetheIntegration Workbench to view, edit, modify, or add order capture integration details. Set up credit card integration. Set up freight integration. Define tax integration options. Understanding Order Capture Setup PeopleSoft Order Capture is configurable and supports industry solutions without a need to modify core application logic. This is achieved through configuration of the order capture entry forms and order capture business processing logic. Order Maintenance functionality in particular requires configuration capabilities to allow you to determine the states at which an order capture is eligible for maintenance, in the form of change or cancellation. Consequently, we consolidate the majority of PeopleSoft Order Capture setup into three individual workbenches: Setup Workbench. Capture Type Workbench. Integration Workbench. Once you have defined toolbar preferences, created application class sets, and set up third party integrations, you can perform all of your remaining setup tasks in this central setup repository. The three workbenches bring together most setup elements. Taken together, they allow for robust configuration of the capture forms and the business logic. Workbenches allow for configuration by capture type, such as order, quote, service management, etc. For example capture types can take on different displays and different business processing logic. Order maintenance activities can be configured and controlled by capture status, at both the header and the line levels. Aesthetics are also controlled here, as presentation and labeling of capture forms is also configurable by type. PeopleSoft Proprietary and Confidential 23

44 Setting Up Order Capture Chapter 3 Note. Although these workbenches essentially combine both mandatory and optional steps, it is not actually required that you perform any setup steps if you choose to apply our out-of-the-box, system data. This system data pre-populates all of the workbench pages, and the values comprise all of the workbench settings necessary to get your PeopleSoft Order Capture system up and running. See Also Customer Connection, "Understanding Application Classes in PeopleSoft Order Capture and PeopleSoft Order Capture Self Service." Defining Toolbar Preferences This section provides an overview of the PeopleSoft CRM toolbar configuration utility and references how to set up your PeopleSoft Order Capture toolbar. See Also PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Toolbars Understanding Toolbar Configuration The toolbar that is used during order and quote processing is configurable. Subtabs that appear on the order entry forms, including page labels are also configurable. The toolbar feature provides users a simple way to navigate from the component page they are currently on to different page sections within the same component. The toolbar can be set up in such a way that users in an order form can easily jump from one section, such as Billing on the Order Entry form to the Interaction History section on the History page. This is achieved simply by selecting the relevant name from the drop down list. Here is a brief summary of features available from within toolbar configuration. Feature Description Toolbar Buttons ToolbarbuttonsincludePeopleToolsactionsand Order Capture-specific actions. Buttons such as Save, Refresh, Add, Next in List, Previous in List, Return to Search and Update/Display, map to corresponding buttons in PeopleTools. Order Capture-specific buttons perform an application-specific action, such as cloning an order. Page Subtabs Page Subtabsare linksthatappearona componentpage above the toolbar. Each points to sections of a page that are defined based on a page s group boxes. In PeopleSoft Order Capture, you can use page subtabs to provide users with quick access to different page sections. You can also use them to control the availability of information on a page. 24 PeopleSoft Proprietary and Confidential

45 Chapter 3 Setting Up Order Capture Feature Description Toolbar Configuration You can choose which toolbar elements to display and you can arrange them to appear in any sequence. You can also modify the definitions of the delivered toolbar buttons or create new toolbar buttons using application classes. Personalization by end user Order Capture users, such as CSRs, can personalize which buttons appear on the toolbar. Personalized configurations are associated with user IDs and do not affect the base toolbar definition. As an administrator, you can decide during setup whether users can personalize toolbars. You can also specify which buttons in the toolbar can be hidden by these users in the personalization process. Note. Detailed explanation of how to define toolbar buttons, define page subtabs, configure toolbars, and personalize toolbars is found in the general PeopleSoft CRM documentation that is referenced below. See Also PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Configuring Toolbars Creating Application Class Sets The application class registry is used to store references to processing logic for PeopleSoft Order Capture. Existing PeopleSoft Order Capture application classes handle processing for the main order and quote class, as well as industry-specific extensions. To register, or create classes, you must enter the full class path into the application class registry. Once this information is stored, the class can be dynamically instantiated through PeopleCode. The registry allows you to create subclasses of the main class, and substitute your classes for the main class. PeopleSoft Order capture uses this to dynamically invoke the logic that is required for each capture type. PeopleSoft CRM industry-specific applications invoke different logic from the core solution. You can create and register your own classes without having to modify the delivered extensions. Note. An explanation of how to create and register application classes for PeopleSoft Order Capture exists on Customer Connection in a document called, Understanding Application Classes in PeopleSoft Order Capture and PeopleSoft Order Capture Self Service. See Also Customer Connection, Understanding Application Classes in PeopleSoft Order Capture and PeopleSoft Order Capture Self Service PeopleSoft Proprietary and Confidential 25

46 Setting Up Order Capture Chapter 3 Using the Setup Workbench The Setup Workbench allows users to view a summary of all the setup tables required for PeopleSoft Order Capture. This section discusses how to: Access Order Capture Setup Tables. Define Charge Frequencies. Define Charge Types. Create Data Event Handlers. Create Dynamic Events. Define Hold Codes. Define Header Statuses. CreateLineActions. Create Line Statuses. Define Multi Channel Framework Types. CreateNoteOrigins. CreateNoteTypes. CreateNoteVisibility. Define Priorities. Define Source Codes. Common Toolbar Elements Click this toolbar button to save the page. Click this toolbar button to refresh the page. Click this toolbar button to clone a Workbench page to a different SetID. Click this toolbar button to return to the search page. Click this toolbar button to proceed to the next item in the list. Click this toolbar button to return to the previous item in the list. Click this toolbar button to return to the main Workbench page. 26 PeopleSoft Proprietary and Confidential

47 Chapter 3 Setting Up Order Capture Pages Used to Set up Order Capture Tables Page Name Object Name Navigation Usage Capture Setup Tables RO_DEFN Set Up CRM, Product Related, Order Capture, Setup Workbench, Capture Setup Tables Use the Capture Setup Tables page to access all setup pages by clicking on the desired Details link. View the total available number of values for each table in the Progress column. Charge Frequencies RO_DEFN_CHGFREQ Set Up CRM, Product Related, Order Capture, Setup Workbench, Capture Setup Tables Click on the Charge Frequencies details link. Charge Types RO_DEFN_CHGTYPE Set Up CRM, Product Related, Order Capture, Setup Workbench, Capture Setup Tables Click on the Charge Types details link. Data Event Handlers RO_DEFN_DATAELM Set Up CRM, Product Related, Order Capture, Setup Workbench, Capture Setup Tables Click on the Data Event Handlers details link. Dynamic Events RO_DEFN_DYEVENT Set Up CRM, Product Related, Order Capture, Setup Workbench, Capture Setup Tables Click on the Dynamic Events details link. Hold Codes RO_DEFN_HOLD Set Up CRM, Product Related, Order Capture, Setup Workbench, Capture Setup Tables Click on the Hold Codes details link. Header Statuses RO_DEFN_HDSTAT Set Up CRM, Product Related, Order Capture, Setup Workbench, Capture Setup Tables Click on the Header Statuses details link. Line Actions RO_DEFN_LNACTN Set Up CRM, Product Related, Order Capture, Setup Workbench, Capture Setup Tables Click on the Line Actions details link. Use the Charge Frequencies page to define the available frequencies of recurring charges. Use the Charge Types page to define types of charges used by pricing and other third party calculations of freight and taxes, including VAT. Use the Data Event Handlers page to define application class references that are dynamically called for the purpose of auditing system and user actions. These references also control the processing for order maintenance. Use the Dynamic Events page to define application class references that are dynamically called for the purpose of providing plug and play processing during component processing. Use the Hold Codes page to view existing hold codes or specify a unique hold code. Use the Header Statuses page to define header level statuses that correspond with your business process. Use the Line Actions page to define actions such as Add, Remove, Suspend. These actions are used by capture type lines. PeopleSoft Proprietary and Confidential 27

48 Setting Up Order Capture Chapter 3 Page Name Object Name Navigation Usage LineStatuses RO_DEFN_LNSTAT Set Up CRM, Product Related, Order Capture, Setup Workbench, Capture Setup Tables Click on the Line Statuses details link. MCF Types RO_DEFN_MCFTYPE Set Up CRM, Product Related, Order Capture, Setup Workbench, Capture Setup Tables Click on the MCF Types details link. Note Origins RO_DEFN_NOTORIG Set Up CRM, Product Related, Order Capture, Setup Workbench, Capture Setup Tables Click on the Note Origins details link. Use the Line Statuses page to define line level statuses that correspond with your business processes. Use the MCF Types page to define references to the multi-channel framework templates (such as print or ) that are used to send correspondences and notifications to customers. Use the Notes Origins page to define the sources from where note texts originate. Note Types RO_DEFN_NOTTYPE Set Up CRM, Product Related, Order Capture, Setup Workbench, Capture Setup Tables Click on the Note Types details link. Note Visibility RO_DEFN_NOTVSBL Set Up CRM, Product Related, Order Capture, Setup Workbench, Capture Setup Tables Click on the Note Visibility details link. Priorities RO_DEFN_PRIORTY Set Up CRM, Product Related, Order Capture, Setup Workbench, Capture Setup Tables Click on the Priorities details link. Source Codes RO_DEFN_SOURCE Set Up CRM, Product Related, Order Capture, Setup Workbench, Capture Setup Tables Click on the Source Codes details link. Use the Note Types page to define types of notes. Use the Note Visibility page to define where a note is visible. It can be visible internally to CSRs, or externally to PeopleSoft Order Capture Self Service users. Use the Priorities page to define priorities for orders. These priorities can be used by third party fulfillment systems to determine the processing order. Use the Source Codes page to define sources of inbound capture requests, such as Phone, Web, CTI. Accessing Order Capture Setup Tables Access the Capture Setup Tables page. Note. Add mode requires a SetID. 28 PeopleSoft Proprietary and Confidential

49 Chapter 3 Setting Up Order Capture Capture Setup Tables page (Setup Workbench main page) Workbench Steps Details Progress Click on the link to view, create, or modify, values for each PeopleSoft Order Capture setup table. Displays how many items have been completed within each Workbench step Defining Charge Frequencies Charge frequencies are defined per product, and they represent the frequency of a recurring charge. In PeopleSoft Order Capture, these frequencies are displayed on the Entry Form in the Totals section. Note. If a recurring price and charge frequency are defined for a product in a price list or in the product model, then that frequency and recurring price also appears in the Totals section of the order entry form. Access the Charge Frequencies page. PeopleSoft Proprietary and Confidential 29

50 Setting Up Order Capture Chapter 3 Capture Setup: Charge Frequencies page Charge Frequencies Charge Frequency Description This is the code for the frequency of the recurring charge. This is a description of the frequency of the recurring charge, visible to the end user. Defining Charge Types In PeopleSoft Order Capture, charge types are displayed in the Totals section of the order entry form. Charge types are additional charges or discounts that are applied to the order. Access the Charge Type page. 30 PeopleSoft Proprietary and Confidential

51 Chapter 3 Setting Up Order Capture Capture Setup: Charge Types page Charge Types Charge Type Description This is the system code for the charge type. This is the description of the charge type, visible to the user. Creating Data Event Handlers Access the Data Event Handlers page. PeopleSoft Proprietary and Confidential 31

52 Setting Up Order Capture Chapter 3 Capture Setup: Data Event Handlers page Data Element Processing Application Class ID Package Tree Viewer This refers to the PeopleTools Application Class ID that is stored in the PSAPPCLASSDEFN table. You can retrieve valid values from PSAPPCLASSDEFN, or through the Application Package Designer. Click the Package Tree Viewer link to access the Application Packages Lookup page, where you can browse for application classes and select one to use. Information about the selected application class is then entered into the Application Class ID and Application Class Path fields. Note. This is the highest level package that contains this class. You can retrieve valid values through the Application Package Designer. Application Class Path This is the path to the application class. See Also PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Using Application Classes Creating Dynamic Events Dynamic events are application classes that are loaded during the component life-cycle. When you load the component, enter data, and save, these events are loaded, and based upon methods in these classes, certain logic is executed. Note. You can use these classes to plug in new logic, without the need to configure the existing application. 32 PeopleSoft Proprietary and Confidential

53 Chapter 3 Setting Up Order Capture Access the Dynamic Events page. Capture Setup: Dynamic Events page Dynamic Events Description This text describes the class. Dynamic Event Processing Application Class ID Package Tree Viewer This refers to the PeopleTools Application Class ID that is stored in the PSAPPCLASSDEFN table. You can retrieve valid values from PSAPPCLASSDEFN, or through the Application Package Designer. Click the Package Tree Viewer link to access the Application Packages Lookup page, where you can browse for application classes and select one to use. Information about the selected application class is then entered into the Application Class ID and Application Class Path fields. Note. This is the highest level package that contains this class. You can retrieve valid values through the Application Package Designer. Application Class Path This is the path to the application class. See Also PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Using Application Classes PeopleSoft Proprietary and Confidential 33

54 Setting Up Order Capture Chapter 3 Defining Hold Codes Hold Codes setup allows you to create hold logic that fires when you submit a specific capture type for processing. These codes are created as extensions of a base Hold validation class so that they are dynamically created and executed. You can add configurable hold logic here without the need for additional system customization. Access the Hold Codes page. Capture Setup: Hold Codes page Hold Codes Hold Code Allow Manual Change to Status Level This is a unique code identifier. Check this box if you want to allow a user to manually change the status of (or remove) this hold when it is triggered. If the hold is absolutely required in this condition, you should leave this box unchecked. For example if no billing customer is specified on an order then a CSR should not be allowed to simply remove this hold, they need to perform some corrective action to remove the hold. In this case, they would need to go back to the order and specify a bill to customer. Select the level of the capture data for which this hold will be triggered. This determines the type of data that will be passed to the hold check. If you select Header, header-level holds are evaluated once per capture. If you select Line, line-level holds are evaluated once per capture line. 34 PeopleSoft Proprietary and Confidential

55 Chapter 3 Setting Up Order Capture Hold Processing Application Class ID Package Tree Viewer This refers to the PeopleTools Application Class ID that is stored in the PSAPPCLASSDEFN table. You can retrieve valid values from PSAPPCLASSDEFN, or through the Application Package Designer. Click the Package Tree Viewer link to access the Application Packages Lookup page, where you can browse for application classes and select one to use. Information about the selected application class is then entered into the Application Class ID and Application Class Path fields. Note. This is the highest level package that contains this class. You can retrieve valid values through the Application Package Designer. Application Class Path This is the path to the application class. See Also PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Using Application Classes Defining Header Statuses Here you can identify the statuses that the CSR sees on the header. Access the Header Statuses page. PeopleSoft Proprietary and Confidential 35

56 Setting Up Order Capture Chapter 3 Capture Setup: Header Statuses page Status Description Allow Manual Change to Status This is the status code identifier for the header status. This is a description of the header status, visible to the CSR or self service user. Check this box to allow the CSR to manually make a change to this status during order entry. Creating Line Actions Line actions are used primarily for PeopleSoft CRM for Communications to help manage service management transactions. Access the Line Actions page. 36 PeopleSoft Proprietary and Confidential

57 Chapter 3 Setting Up Order Capture Line Actions page Line Actions Line Action Description This is the system code identifier for the line action. This is the description for the line action, visible to the CSR. Creating Line Statuses Here, you create the statuses that the CSR sees on the order line. Access the Line Statuses page PeopleSoft Proprietary and Confidential 37

58 Setting Up Order Capture Chapter 3 Capture Setup: Line Statuses page Line Statuses Status Description Allow Manual Change to Status This is the unique numeric code identifier for the line status. This is the description for the line status, visible to the CSR. Check this box to allow the CSR to manually make a change to the line status during order entry. Defining Multi-Channel Framework (MCF) Types PeopleSoft Order Capture allows you to send communication to customers from within the application. Order Capture can also send communications automatically when an order or quote has been submitted, or maintained. To achieve this, your correspondence templates and packages must be defined in advance. PeopleSoft delivers sample Order Confirmation, Quote Confirmation and Order Maintenance templates and packages out of the box. 38 PeopleSoft Proprietary and Confidential

59 Chapter 3 Setting Up Order Capture Specific PeopleSoft Order Capture MCF templates are marked for use with print correspondence, correspondence, or both. These templates are used to generate or print notifications from key transactions, such as an Order or Quote. Note. PeopleSoft Order Capture templates are comprised of both static text and tokens. Tokens represent key data from the PeopleSoft Order Capture system, such as Product ID, Price, Order ID, etc. In PeopleSoft Order Capture we deliver the following sample MCF templates for the major transactions: Order Confirmation. Quote Confirmation. Order Maintenance. Order Status. Note. This correspondence package is only used when automatically responding to a structured that has been sent from an external source. Order Status Failed. Note. This correspondence package is only used when responding to an invalid structured request. You can define additional MCF types for PeopleSoft Order Capture. Access the MCF Types page. Capture Setup: MCF Types page MCF Types MCF Type This is a unique identifier for the MCF type of correspondence. PeopleSoft Proprietary and Confidential 39

60 Setting Up Order Capture Chapter 3 Description Enter a description that corresponds to the MCF type. Creating Note Origins Note origins are displayed on the Notes tab of the order entry form. This note origin (description) is display only, and indicates the source of the note, such as Internal, or Web. Access the Note Origins page. Capture Setup: Note Origins page Note Origins Note Origin Description This is the system code identifier for the note origin. This is the description for the note origin, visible to the CSR. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Working With Notes Chapter 7, Managing Orders and Quotes, Adding Notes, page 128 Creating Note Types Note types display on the Note Types drop-down list on the Notes tab of the order entry form. Access the Note Types page. 40 PeopleSoft Proprietary and Confidential

61 Chapter 3 Setting Up Order Capture Capture Setup: Note Types page Note Types Note Type Description This is the system code identifier for the note type. This is the description for the note type, visible to the CSR. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Working With Notes Chapter 7, Managing Orders and Quotes, Adding Notes, page 128 Creating Note Visibility Note visibility appears on the Visibility field of the Notes tab. It controls who may see the note, and it applies equally to notes and attachments. For example. if the CSR sets the visibility of a note to Internal Only, the Self Service user will not be able to see the note. For attachments, a separate drop-down appears when an attachment is added to the order. This drop-down contains the same visibility descriptions. Access the Note Visibility page. PeopleSoft Proprietary and Confidential 41

62 Setting Up Order Capture Chapter 3 Capture Setup: Note Visibility page Note & Attachment Visibility Visibility Description This is the system code identifier for note and attachment visibility. This is the description for note and attachment visibility, visible to the CSR. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Working With Notes Chapter 7, Managing Orders and Quotes, Adding Notes, page 128 Defining Priorities Priority descriptions appear on the entry form for PeopleSoft Order Capture. They appear in the header details and they contain no processing logic. They are for informational purposes only. Access the Priorities page. 42 PeopleSoft Proprietary and Confidential

63 Chapter 3 Setting Up Order Capture Capture Setup: Priorities page Priorities Capture Priority Description This is the system code identifier for the capture priority. This is the description of the capture priority, visible to the CSR. Defining Source Codes Source codes indicate the origin of an order or quote, and their descriptions appear in a drop-down in the header details of the entry form. Access the Source Codes page. PeopleSoft Proprietary and Confidential 43

64 Setting Up Order Capture Chapter 3 Capture Setup: Source Codes page Source Codes Source Code External Source Tracking URL Internal Tracking URL Self-Service This is a unique code identifier. Select this check box to denote than the order originated from an external system source. For example, you may have another system that generates orders. This option allows you to migrate these orders into PeopleSoft Order Capture so that you can view all the orders for a particular customer through a single application. This provides a URL for PeopleSoft Order Capture to view a summary of the externally-created orders. When a CSR searches for orders or quotes and clicks on one of these externally-sourced orders, they will be transferred to this URL to view the order. This provides a URL for PeopleSoft Order Capture Self Service to view a summary of the externally-created orders. When users search for orders or quotes in PeopleSoft Order Capture Self Service, they will be transferred to this URL to view the order. Using the Capture Type Workbench The Capture Type workbench allows you to configure specific processing for specific capture types. 44 PeopleSoft Proprietary and Confidential

65 Chapter 3 Setting Up Order Capture Note. In this workbench, you use data from Setup Workbench to attach that data to a specific capture type. Create Type Definitions. Define Hold processing. Define Business Project Events. Define Audit Events. Define Maintenance Setup. Define Dynamic Events. Define MCF Types. Define Process Types. Common Elements Sequence You can sequence the business processes within each capture type definition. Enabled When you enable a function, it will be available for use. Pages Used to Create Type Definitions Page Name Object Name Navigation Usage Type Definitions RO_TYPE SetUpCRM, Product Related, Order Capture, Capture Type Workbench, Type Definitions Use the Type Definitions page to configure specific processing for a particular capture type. Access all Capture Type setup pages by clicking on the desired Details link. View the total available number of values created for each capture type page in the Progress column. Hold Processing RO_TYPE_HOLD SetUp CRM, Product Related, Order Capture, Capture Type Workbench, Type Definitions Click on the Hold Processing details link. Business Project Events RO_TYPE_BPEVENT Set Up CRM, Product Related, Order Capture, Capture Type Workbench, Type Definitions Click on the Business Project Events details link. Audit Events RO_TYPE_ADEVENT Set Up CRM, Product Related, Order Capture, Capture Type Workbench, Type Definitions Click on the Audit Events details link. Use the Hold Processing page to define the holds that will process for the capture type. Use the Business Project Events page to define the business project events that will fire for the capture type. Use the Audit Events page to define the data element events for the capture type. PeopleSoft Proprietary and Confidential 45

66 Setting Up Order Capture Chapter 3 Page Name Object Name Navigation Usage Maintenance Setup RO_TYPE_DEEVENT Set Up CRM, Product Related, Order Capture, Capture Type Workbench, Type Definitions Click on the Maintenance Setup details link. Use the Maintenance Setup page to define the data element events for the capture type. Data elements and their associated classes drive the maintenance and audit processing for the capture type. Dynamic Events RO_TYPE_DYEVENT Set Up CRM, Product Related, Order Capture, Capture Type Workbench, Type Definitions Click on the Dynamic Events details link. MCF Types RO_TYPE_MCFTYPE Set Up CRM, Product Related, Order Capture, Capture Type Workbench, Type Definitions Click on the MCF Types details link. Process Types RO_TYPE_PROCTYP Set Up CRM, Product Related, Order Capture, Capture Type Workbench, Type Definitions Click on the Process Types details link. Use the Dynamic Events page to define the dynamic events for this capture type. Dynamic events allow for dynamic, pluggable processing for a capture type, using dynamic event classes. Use the MCF Types page to define the MCF Types that will be used by this capture type. Use the Process Types page to identify the process types for a capture type. Creating Type Definitions You create definitions for the capture types of Order, Quote, and Order Copy. Type definition is the main Workbench page for displaying the status of your tasks. Access the Type Definition page. 46 PeopleSoft Proprietary and Confidential

67 Chapter 3 Setting Up Order Capture Type Definition page Workbench Details Description Application Class Set Description of the capture type. This will be displayed during capture entry. This is a reference to the application class set extensions that were created in the Application Class Registry setup step. Order Extensions is the default class set for orders, and Quote Extensions, the default class set for quotes. See Customer Connection, "Understanding Application Classes in PeopleSoft Order Capture and PeopleSoft Order Capture Self Service." Real-Time Status Rule This rule determines when to invoke the real-time status EIP. The options are: Upon Request Only. The EIP is invoked when the CSR clicks the Refresh button on the toolbar. PeopleSoft Proprietary and Confidential 47

68 Setting Up Order Capture Chapter 3 Prior to Capture Status Only The EIP is invoked when the user searches and selects the capture. Capture Status and On Request. The EIP is invoked both when the user clicks the Refresh button and when the user searches and selects a capture. Do Not Fire. Fire From Status To Status Use Auto Numbering Since status codes are numeric in the system, this is lowest numeric status code at which the real-time status EIP will fire. Since status codes are numeric in the system, this is the highest numeric status code at which the real-time status EIP will fire. This enables numbering to be generated using autonumbering schemas. Autonumbering schemas are chosen based upon Capture Type and SetID. If these schemas are not used, then the CAPTURE_ID is generated using the PeopleTools UIDGen() built-in function. See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up General Options, Defining Automatic Numbering. Workbench Steps Details Progress Click on the details link for the step, and you will be transferred to a page where you can view, create, or modify specific configurations for business processing logic. Progress displays the number of steps completed Defining Hold Processing Once holds have been defined in the Setup Workbench, you need to enable or disable them. Hold conditions are displayed on the Holds tab of the entry form subsequent to submission. Access the Hold Processing page. 48 PeopleSoft Proprietary and Confidential

69 Chapter 3 Setting Up Order Capture Capture Type: Hold Processing page (1 of 2) PeopleSoft Proprietary and Confidential 49

70 Setting Up Order Capture Chapter 3 Capture Type: HoldProcessingpage(2of2) Hold Codes Hold Code Enabled Description This identifies the name of the hold code. There are 22 holds delivered out of the box. Select the hold codes that you want to make active or inactive. Enter a description that provides an explanation of the hold code Defining Business Project Events Business projects fire when you submit an order or quote. On the Related Objects tab, you will be able to see the type of business project event that is being used. Business project events for each capture type are defined here, and include events for order submission as well as order maintenance activity, as illustrated pictured below). Access the Business Project Events page. 50 PeopleSoft Proprietary and Confidential

71 Chapter 3 Setting Up Order Capture Capture Type: Business Project Events page Business Project Events Sequence Enabled Event Name Business Project Allow Multiple Instances This is the order in which the Order Capture business project event fires when more than one fires for a single capture. Check this box to fire this event. This references the event name from the Component Event Model setup. This is the business project reference from Business Project definitions. This indicates that multiple instances of this business project can be started and can run against the same capture. See Also PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Workflow and Automation Tools Chapter 5, Working With Order Capture Business Projects, page 73 Defining Audit Events Audit events appear in Change History on the History tab. Audits help identify the specific events that took place relative to this specific order or quote. Access the Audit Events page. PeopleSoft Proprietary and Confidential 51

72 Setting Up Order Capture Chapter 3 Capture Type: Audit Events page Audit Events Audit Event Name Sequence Enabled Audit Handler Message Set Number Message Number Message Text This is the event reference from the Component Event Model setup. This is the sequence in which the audit events fire. Events can fire simultaneously. Check this box to enable this audit event. The data element from the Setup Workbench extended application class that will handle the writing of the audit message. A generic AuditMessage handler is provided that will simply write out the message text to the Capture History when the Audit Event results in True. You can create other audit handlers if configured logic is needed. This is the message set reference of the audit message to be written to History. This is the message set number reference of the audit message to be written to History. This determines whether the audit message Explain text or Short text, is written to History. Defining Maintenance Setup You can enable or disable maintenance events that you created when you defined maintenance handlers in the Setup Workbench. You connect maintenance events, maintenance handlers, and event types in maintenance setup. Access the Maintenance Setup page. 52 PeopleSoft Proprietary and Confidential

73 Chapter 3 Setting Up Order Capture Capture Type: Maintenance Setup page Maintenance Events Maintenance Event Sequence Enabled Maintenance Handler This is a reference to the component event. This is the sequence in which the audit events fire when more than one audit fires. Check this box to enable this audit event. This is the data event handler that was created in the Setup Workbench that will handle processing when the Maintenance Event evaluates to true or false. Based on the result of the event, logic is fired to make data elements of the capture editable or uneditable during a maintenance request. Note. Certain handlers also define if a capture needs maintenance processing, and whether it is allowed based on the evaluation of associated events. PeopleSoft Proprietary and Confidential 53

74 Setting Up Order Capture Chapter 3 Event Type Event Type determines when the event is run, as well as the level of data that will be passed to the maintenance handler. Enabler events are fired when a capture is first loaded. These events determine if maintenance processing is required based upon the event definition. If they are required, then the handler is invoked, and the capture internal logic is set to MaintenanceRequired. Next, exclusive events CaptureExclusive are evaluated next to determine if the capture is in a maintainable state. The capture is determined as a consequence of the result of these events. Defining Dynamic Events Access the Dynamic Events page. When maintenance of a capture is requested by clicking on the maintain icon in the Order Capture toolbar, remaining events are evaluated by Header, Line, then Line Status based upon the defined sequence. These events determine maintenance eligibility of data. After all events have been run, the capture is presented to the CSR with the appropriate editable/maintainable data displayed. Capture Type: Dynamic Events page Dynamic Events Sequence Enabled Dynamic Class This is the sequence in which the dynamic events fire. Events can fire simultaneously. Deselect this check box to turn off the loading for this class. Reference classes are created in the Setup Workbench. These classes dynamically fire during capture processing. 54 PeopleSoft Proprietary and Confidential

75 Chapter 3 Setting Up Order Capture Defining MCF Types Note. Events are provided for component defaulting and component saving. To define new correspondences, connect the MCF Type and Package ID here. Once you have completed this setup step, you are ready to generate correspondences for PeopleSoft Order Capture. Access the MCF Types page. Capture Type: MCF Types page MCF Types Enabled MCF Type Package ID Select this check box to enable the MCF type for the package ID that is displayed. The MCF Type represents the event that was defined as an MCF type in the Setup Workbench. PeopleSoft Order Capture uses predefined templates that facilitate the creation of standardized communication between the user and the CSR. Templates are grouped into packages, which have package IDs. Select the desired Package ID from the drop-down list of package IDs created for PeopleSoft Order Capture. Note. This drop-down contains a list of package IDs that are defined in the correspondence package definition with Order Capture as the Usage and English as the Language. PeopleSoft Proprietary and Confidential 55

76 Setting Up Order Capture Chapter 3 See Also Note. You make templates available to end users by grouping them in template packages. These packages can contain one or more templates definitions, whichinturnreferencetemplate files. Theyalsohavea package ID which is available for selection here. PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Correspondence Management Defining Process Types Access the Process Types page. Capture Type: Process Types page Process Types This feature is not currently used by PeopleSoft Order Capture. It is used by PeopleSoft CRM for Communications and PeopleSoft CRM for Energy. See Also PeopleSoft CRM for Communications, PeopleSoft CRM for Communications Preface PeopleSoft 8.8 CRM for Energy PeopleBook Using the Integration Workbench This section explains how to use the Integration Workbench. This workbench allows users to view and edit all the integration settings required for PeopleSoft Order Capture. Click the details link to add or update specific setup data. From the workbench, you can also: 56 PeopleSoft Proprietary and Confidential

77 Chapter 3 Setting Up Order Capture Define Header Status mappings. DefineLineStatusMappings. Define Source Mappings. Pages Used to Define Integrations Page Name Object Name Navigation Usage Integration Definitions RO_DEFN_INTEGRT Set Up CRM, Product Related, Order Capture, Integration Workbench Header Status Mappings RO_DEFN_HDSTMAP Set Up CRM, Product Related, Order Capture, Integration Workbench Click on the Map Header Status details link. Line Status Mappings RO_DEFN_LNSTMAP Set Up CRM, Product Related, Order Capture, Integration Workbench Click on the Line Status Mappings details link. Source Mappings RO_DEFN_INTSRC SetUpCRM, Product Related, Order Capture, Integration Workbench Click on the Source Mappings details link. Working With Integration Definitions Access the main Integration Definitions workbench page. Use the integration workbench to define and configure integrations (such as the mapping to fulfilment systems), and map header, line, and source information. Use the Map Header Status page to define status mappings at the header level to (and from) external systems. Use the Line Status Mappings page to define status mappings at the line level to (and from) external systems. Use the Source Mappings page to define source mappings to message nodes. PeopleSoft Proprietary and Confidential 57

78 Setting Up Order Capture Chapter 3 Integrations Definitions page Workbench Details Description Status Refresh Interval Fulfillment Node This is a description of the Integration Definitions. This interval is the number of seconds that must elapse before an additional call for Real Time Status will be executed. For example, if the interval is set to 60 (seconds), then only one Real Time status call will be made per minute, regardless of how many times the Refresh toolbar button is pressed. The Fulfillment Node indicates the Integration Broker node name that is used to perform order fulfillment for this SetID. Each of the defined Header, Line, and Source mappings refer to this fulfillment node. Workbench Steps Header Status Mappings Line Status Mappings Source Mappings Define mappings between statuses of external systems, and internal CRM statuses at the header level. Define mappings between statuses of external systems, and internal CRM statuses at the line level. Define mappings between a message node, and the corresponding source in CRM. 58 PeopleSoft Proprietary and Confidential

79 Chapter 3 Setting Up Order Capture Define Header Status mappings For integrations, you need to map CRM header statuses and partial header statuses to their counterparts in the external, fulfillment system. Access the Header Status Mappings page. Integration Definitions: Header Status Mappings page Header Status Mappings Node Name External Status CRM Status Description Partial Status Description This is the message node that points to an external fulfilment system which uses the statuses in the column External Status. Since external systems typically use a different set of status values than CRM, the External Status value represents the equivalent of the CRM status for an external system. For example, in the screenshot provided, the CRM status of 6000, orcomplete maps to the status of C in Peoplesoft SCM Order Management. This is the PeopleSoft Order Capture status. This is the description of the Order Capture Status. Select a partial status code for the header status mapping. Partial status codes are identified in the status header for an order where its order lines are in different stages of the fulfillment cycle. This is the related display description. This is the text equivalent of the numeric status value that is selected. This description is defined in the Setup Workbench, Header Statuses step. PeopleSoft Proprietary and Confidential 59

80 Setting Up Order Capture Chapter 3 Defining Line Status Mappings For integrations, you need to map CRM line statuses and partial line statuses to their counterparts in the external, fulfillment system. Access the Line Status Mappings page. Integration Definitions: Line Status Mappings page Node Name External Status CRM Status Description Partial Status This is the message node that is associated with the data. External systems typically use a different set of status values. The External Status value represents the equivalent of the PeopleSoft Order Capture order line status for the external system. In the screenshot provided, the CRM status of 4000, orin Fulfillment, maps to the status of O or Open in Peoplesoft Order Management (SCM). This is the PeopleSoft Order Capture line status code. This is the related display description Select a partial status code for the line status mapping. Partial status codes identify the status of an order where order lines are in different stages of the fulfillment cycle. 60 PeopleSoft Proprietary and Confidential

81 Chapter 3 Setting Up Order Capture An example of what happens with partial status is that if one schedule on the line is backordered (2000) and another one is shipped (6000), then our status becomes the partial version of the bigger number. Description This is the description of the order status that is visible to the CSR. Define Source Mappings Access the Source Mappings page. Integration Definitions: Source Mappings page Integration Sources Publishing Node This is the message node to which PeopleSoft Order Capture will send data. The publishing node provides a mapping between the external node and the Source Code, as defined on the Source Codes page in the Setup Workbench. When you are using an external system to display an order, this mapping tells the system which node to transfer the user to so as to display the order Source Code This is the source code that this data should map to in PeopleSoft Order Capture. Setting Up Credit Card Integration This section provides an overview of credit card integration and explains how to set up credit card processing. Understanding Credit Card Setup PeopleSoft Order Capture utilizes a third party payment service for acceptance of credit cards as a payment type. PeopleSoft Order Capture retrieves credit card information from either the customer profile, or when the Customer Service Representative (or user) enters it during the order submission/checkout process. During submission/checkout, there is an option to save credit card information so that the next time this user signs in, credit card information pre-populates the appropriate order entry form. PeopleSoft Proprietary and Confidential 61

82 Setting Up Order Capture Chapter 3 Setting Up Credit Card Processing To set up credit card processing for PeopleSoft Order Capture and PeopleSoft Order Capture Self Service, you need to Define the types of credit cards you accept for credit card processing. Establish your merchant account with the third party credit card provider, such as CyberSource. Set up the connection parameters for credit card processing calls. See Also PeopleSoft 8.8 Enterprise Components PeopleBook Setting Up Freight (Carriers) Integration This section provides an overview of freight integration setup and explains how to: Set up and test the Freight Calculation business interlink. Test the Freight Interlink. Define carriers. Construct tracking numbers. Understanding Freight Integration Setup Once you have correctly installed your third party freight application, you must follow instructions provided in the PeopleSoft CRM Installation Guide to properly configure your system. After this, you must set up the freight calculation business interlink, add Freight Calculation Vendor to the business unit definition, test the interlink, and define your carriers. Perform all of these remaining setup steps from within the PeopleSoft CRM application. Pages Used to Set Up Freight (Carriers) Integration Page Name Object Name Navigation Usage Carriers CARRIERS Set Up CRM, Product Related, Order Capture, Carrier Definitions Use the Carriers page to define the carriers that will be used by PeopleSoft Order Capture. Setting Up and Testing the Freight Calculation Business Interlink PeopleSoft CRM integrates with ConnectShip to calculate freight charges. From Address, To Address, Carrier and Combined Product Weights are each passed to ConnectShip via the Freight Calculation (FREIGHT_CALC) Business Interlink. The following procedure explains how to set up your business interlink. To Set Up the Freight Calculation Business Interlink: 62 PeopleSoft Proprietary and Confidential

83 Chapter 3 Setting Up Order Capture 1. Open PeopleTools, Application Designer. 2. Choose File, Open, Business Interlink. 3. Select FREIGHT_CALC. 4. Click the Settings tab. 5. In the URL Parameter, change the name of the server to the name of the one you will be using. Testing the Freight Interlink To test the interlink, go to Set Up CRM, Business-Unit Related, Order Capture Definition. First, make sure that you have selected a Freight Vendor. Next, click the Test Interlink button. See Chapter 2, Defining Order Capture Business Units, Creating PeopleSoft Order Capture Business Units, page 16. If the integration is active, you will see a message that simply indicates a freight amount. If unsuccessful, you will see either an error message, or a zero amount, along with a description of the error. Defining Carriers This section explains how to define carriers for integration to PeopleSoft Order Capture. Access the Carriers page. Carriers page Active Choose Active or Inactive. If you select Inactive: The carrier will not appear as a valid carrier in the order capture business unit definition for PeopleSoft CRM Order Capture Self Service. PeopleSoft Proprietary and Confidential 63

84 Setting Up Order Capture Chapter 3 The carrier will not appear on the order entry form for PeopleSoft CRM Order Capture. Description Third Party Freight Calc. Key Fulfillment Carrier Key 1, 2 URL Identifier Message Set Number Message Number, Message Number This description appears in several order capture locations where shipping information is defined. This is the key used by the third party freight calculation system (e.g. ConnectShip s Friendly Name ) to identify this carrier. These keys map the PeopleSoft CRM carriers to the equivalent carriers in the fulfillment system. For example, if you were using PeopleSoft Order Management as your fulfillment system, Key1 would map to Carrier ID, while Key2 would map to Ship Via Method. This is the URL used to construct a hyperlink to the carrier s shipment tracking page. This is the message set that contains the following two message numbers. Enter the message numbers used to construct the package tracking hyperlink (see below). Constructing Tracking Numbers An order may consist of multiple shipments and consequently, consist of multiple tracking numbers. PeopleSoft Order Capture (and PeopleSoft Order Capture Self Service) supports the construction of a single tracking hyperlink, which displays all shipments at once. This tracking hyperlink is constructed as follows: 1. First, the URL identifier points to a URL definition. This is the static portion of the carrier s tracking URL that never changes. 2. Next, if there is more than one shipment to track, the first Message Catalog entry ( Message Number ) is appended to the URL. Parameter %1 within the Message will be replaced by the package number (i.e. 1 for the first package, 2 for the second package). The shipment s tracking number will replace Parameter %2. If there is only one shipment being tracked, this message is not used in constructing the URL. 3. For the last package, the second Message Catalog entry will be appended to the URL using the same parameter replacement rules as the first Message Number. Note. Only the second Message Catalog entry is used if a tracking hyperlink is constructed for one package. If the second Message Catalog entry is not present, then the first Message Catalog entry will be used in its place. UPS Example If two packages were tracked at once, the following hyperlink would work: T&InquiryNumber1=444&InquiryNumber2=555 Note. PeopleSoft CRM ships with the URL definition UPS_TRACK which is defined as PeopleSoft CRM also ships with a single Message Catalog entry, 18065, 80. This contains &InquiryNumber%1=%2. 64 PeopleSoft Proprietary and Confidential

85 Chapter 3 Setting Up Order Capture When you construct the above hyperlink, the URL definition is initially appended with this Message Catalog entry. When %1 is replaced by the first shipment number ( 1 ) and %2 is replaced with the tracking number for the first shipment ( 444 ), this yields the following string: /tracking.cgi?sort_by=status&track=track&typeofinquirynumber=t&inquirynumber1=444. The next shipment is the final shipment but since no second Message Catalog entry is defined, the first one is appended once more. The final hyperlink becomes by=status&track=track&typeofinquirynumber=t&inquirynumber1=444&inquirynumber2=555 FedEx Example The following hyperlink tracks two FedEx shipments (tracking numbers 444 & 555 ): The URL definition, FEDEX_TRACK, contains track&tracknumbers=. Message Catalog entry 18065, 81 is %2,. (Note that there is a comma here). Message Catalog entry 18065,82 is simply %2. Fedex does not use the %1 parameter (which is the shipment number). For the two above packages, the URL definition is initially appended with the first Message Catalog entry and becomes For the final package, the second Message Catalog entry is used and appended to the above string, resulting in If only one package is tracked, the second Message Catalog entry would be appended to the URL definition, yielding Note that in this example the first Message Catalog entry was not used. Defining Tax Integration Options This section provides and overview of tax integration and explains how to: Define tax settings for business units. Define tax provider options. Use tax product groups. Understanding Tax Installation Options Setup PeopleSoft Order Capture works with third party systems such as Taxware, Vertex, and WorldTax to calculate taxes on orders. Once the preferred tax application has been installed to work with PeopleSoft CRM applications, you will need to define your tax settings for your business units and then define advanced tax installation options for either Taxware or Vertex. Taxware uses the STEP feature, while Vertex uses its Tax Decision Maker (TDM). If you use these, you must select the appropriate boxes on the Tax Provider page. Note. You can also choose to take advantage of product groups. PeopleSoft Proprietary and Confidential 65

86 Setting Up Order Capture Chapter 3 Pages Used to Define Tax Installation Options Page Name Object Name Navigation Usage Tax Provider TAX_PROV_INFO Set Up CRM, Product Related, Order Capture, Tax Provider Options Define Tax Settings for Business Units Tax settings are determined by business unit. These settings are entered when you define your business units on the Order Capture Definition page. See Chapter 2, Defining Order Capture Business Units, Creating PeopleSoft Order Capture Business Units, page 16. Defining Tax Provider Options Access the Tax Provider Options page. Use the Tax Provider page to define advanced Taxware or Vertex installation options. Tax Provider Options page Taxware Installation Options Using Step Reason Code Matching If you are using the Taxware STEP module, select the check box to indicate that additional fields must be sent through the interface. Choose how you want to handle tax certificate entry reason lookup in STEP. Only Exact Reason Code Match is the most restrictive of the two options. When you select this, Taxware only finds tax certificates that were entered with the exact reason code you set up on the order line. If you select Use Default Record, Taxware looks for an exact match. If it does not find one, it uses a default tax certificate for exemption. 66 PeopleSoft Proprietary and Confidential

87 Chapter 3 Setting Up Order Capture Certificate Level Select a value to determine which taxing jurisdiction level tax certificates apply. If you select Individual Certificate Levels, STEP looks for certificates at all individual levels, and only exempts tax for the levels at which a certificate is found. State Level Only prompts STEP to only look for a certificate at the state level. Vertex Installation Options Using TDM Select this check box to use the Tax Decision Maker (TDM) application to set up exceptions to taxability rules in the states where they apply. In TDM, you can set up product classes, which are equivalent to tax product groups and product IDs. You can decide whether to use product IDs or product classes. Using Tax Product Groups You can set up product tax groups to take advantage of Taxware s Product Matrix or Vertex s Product Taxability files in Vertex Tax Decision Maker (TDM). A tax product group is a product group with a product group type of Tax, which is definedinprod_group_tbl. Note. If you organize your data wisely, using tax product groups reduces taxing errors and product maintenance time. Each order line has a single product ID. You can associate a tax product group with each product. PeopleSoft Order Capture sends the product ID and the tax product group through the interface, and Taxware or Vertex determines whether the product ID or product tax group takes precedence. Note. If you use Taxware, you can simplify data entry by creating tax product groups equal to any of the Taxware product codes that apply to your company s business. Create or update your product IDs with the tax groups that apply. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Products, Establishing Product Groups PeopleSoft Proprietary and Confidential 67

88 Setting Up Order Capture Chapter 3 68 PeopleSoft Proprietary and Confidential

89 CHAPTER 4 Setting Up Products, Pricing, and Catalogs PeopleSoft Order Capture relies upon the following core object elements: product data, a pricing engine, and a catalog. This chapter provides an overview of products, pricing, and catalogs, and provides the necessary links to the explain each of these elements. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Products PeopleSoft Enterprise Pricer PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Creating Catalogs Products, Enterprise Pricer, and Catalogs The following section previews the integration of products, pricing, and catalogs to PeopleSoft Order Capture. Products Product definitions provide the foundation for many features of PeopleSoft CRM, including product ordering, catalogs and catalog searches. Product records are also used by PeopleSoft Advisor to create the Advisor dialogs that are accessed from within PeopleSoft Order Capture and PeopleSoft Order Capture Self Service. Many of the elements used to define products, such as product brand, product category, product group and product attributes can be used to generate catalogs dynamically based on criteria you specify. For example, you can create rules that select only certain brands for inclusion in a catalog, or that include products based on their attributes. Pricing Enterprise Pricer allows real-time, dynamic pricing on quotes and orders based upon company pricing policies. PeopleSoft Order Capture users define rules that determine what discounts, surcharges, or giveaways will apply, and under what order conditions. As products are added to a quote or an order, the Enterprise Pricer applies all of the pricing rules that match the defined conditions to determine a final price. Conditions could include number of products ordered, type of customer, or customer region. The same pricing engine also allows the customer service representative to manually adjust prices, and view all price adjustments related to an order or quote. PeopleSoft Proprietary and Confidential 69

90 Setting Up Products, Pricing, and Catalogs Chapter 4 Catalogs The CRM Catalog contains a hierarchy of products that can be accessed by PeopleSoft Order Capture and PeopleSoft Order Capture Self Service. You can access catalogs from different locations within the collaborative selling suite of applications. Users can navigate directly to Catalog Search and enter search criteria in the search dialog box, or configure the CRM portal home page to display a catalog search pagelet. You can also navigate to the catalog through the order form. Note. This last option requires that you have the CRM Portal Pack installed. Catalogs can be searched directly from the order form by CSRs needing product information. PeopleSoft Order Capture Self Service customers can also view catalog information. In addition, you can restrict users access to products by validating them against catalogs when the product is added to an order. CSRs and customers can also link to the product catalog via PeopleSoft Advisor dialogs. They can also launch the PeopleSoft Advisor application from the catalog to retrieve product recommendations based on a dialog interaction. Setting Up Products Defining products and packages in PeopleSoft CRM comprises the following tasks: 1. Create definitional elements to associate with products elements such as product brand, product category, and competency codes. These are reusable attributes you will associate with product IDs in Step 2 to create unique product and package definitions. 2. Create the product and then associate definitional elements (as well as other product attributes and parameters) with the product IDs 3. Assign product unit of measures on the Product Attributes by UOM page. 4. Define package components on the Package Components page (for products defined as packages). 5. Establish product prices using either the Product Price page (for individual products and packages with top level pricing) or the Product Component Pricing page (for packages using component level pricing). 6. Define product relationships on the Product Relationships page. 7. Associate standard or custom notes with products on the Notes page. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Products 70 PeopleSoft Proprietary and Confidential

91 Chapter 4 Setting Up Products, Pricing, and Catalogs Setting Up Pricing Documentation on how to set up and use the PeopleSoft Enterprise Pricer is available in the PeopleSoft 8.8 Enterprise Pricer PeopleBook. For more information about how to set up pricing, please refer to the chapter below. See Also PeopleSoft Enterprise Pricer Setting Up Catalogs PeopleSoft CRM enables you to define the layout and content of online product catalogs for internal and external use. You define the look and feel of catalogs by creating display templates, and then define the contents you want to organize and present according to your template definitions. You can designate products for inclusion in a catalog either by direct association (using product IDs), or by creating business rules to dynamically build product content based on the selection criteria you define. Similarly, you can 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. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Creating Catalogs PeopleSoft Proprietary and Confidential 71

92 Setting Up Products, Pricing, and Catalogs Chapter 4 72 PeopleSoft Proprietary and Confidential

93 CHAPTER 5 Working With Order Capture Business Projects This chapter provides an overview of PeopleSoft Order Capture business projects, and explains how to : Define order capture business projects. View order capture business projects. See Also PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Business Projects PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Using Business Projects Understanding Order Capture Business Projects PeopleSoft CRM delivers business projects that automatically manage certain predefined application processes. Using a business project to manage these tasks simplifies the management of conditional logic that often varies based on industry and customer-specific needs. PeopleSoft Order Capture delivers three pre-built business projects, each of which is a combination of phases and tasks designed to manage the collaborative selling business process. PeopleSoft Order Capture business projects are advantageous because they automate the processing steps for orders and quotes. In order to enable the configuration of key order processing events, order capture uses business projects as the agent to initiate and verify those events. Specifically, they trigger and confirm the status of key events such as confirmation, creation of installed product records, publishing of data to a fulfillment system and notification of shipment completion. Note. PeopleSoft Order Capture business projects are registered as related objects to the order and can therefore be found the Related Objects page of the Order Capture component. The three PeopleSoft Order Capture business projects we deliver are explained below: PeopleSoft Proprietary and Confidential 73

94 Working With Order Capture Business Projects Chapter 5 Business Project Object Name Event Name Internal Description Triggering Event Core Order CORE_ORDER_ BP CoreOrderBP Core Order Business Project When the order status changes to Open.. Technically, the business project is instantiated when the STATUS_ CODE field on the RO_HEADER record equals a code status of at least Order Maintenance CORE_ORD_ CHG_BP CoreMaintBP Core Order Maintenan BP When an order is maintained and submitted,changes to the order are saved to RO_ HISTORY. When an RO_HISTORY record is created with Open status, this triggers the CoreMaintBP event. So technically, the business project is instantiated when the RO_HISTORY_ STATUS field on the RO_HISTORY record changes to OPEN status. Core Quote CORE_QUOTE_ BP CoreQuoteBP Core Quote Business Project When the quote status changes to Open. Technically, the business project is instantiated when the STATUS_ CODE field on the RO_HEADER record equals a code status of at least Note. PeopleSoft Order Capture also supports several industry-specific business projects. Applications, such as PeopleSoft CRM for Communications, PeopleSoft CRM for Energy, PeopleSoft CRM for Government, and PeopleSoft CRM for High Technology include their own business projects that are tailored to the specific needs of their respective industry. Consult the documentation for those applications to better understand how their business projects plug in to the core order capture framework. 74 PeopleSoft Proprietary and Confidential

95 Chapter 5 Working With Order Capture Business Projects Defining Order Capture Business Projects This section supplements the general CRM documentation which explains how to set up business projects for all of your CRM applications. Here, we provide an overview of how to define phases, tasks, and transition rules. Then we explain the general steps you would follow to set up (or view) core PeopleSoft Order Capture business projects. Since PeopleSoft Order Capture delivers a centralized Capture Type Workbench, the method by which you set up your business projects is slightly different from other CRM applications. See Also PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Business Projects Understanding Business Project Definition: Phases, Tasks, and Transition Rules Core Order, Core Quote, and Core Order Maintenance business projects, like business projects in general, are broken down into phases, tasks, and transition rules. Tasks are the basic unit of work in a business project Phases represent groups of tasks. When you create your phases, tasks, and transition rules, you define the core element of the business projects. Transition rules simply establish the conditions by which the business project moves from one phase to the next. Phases Phases encapsulate one or more related tasks and constitute the main steps of the business project. Phases are always performed sequentially. For each phase in a business project, you define its possible target phases and the conditions under which each target is appropriate. These conditions are called transition rules. PeopleSoft Order Capture business projects contain several phases. For example, there are six (6) main phases in the core order business project (CORE_ORDER_BP), but there are only two (2) phases in the core quote business project (CORE_QUOTE_BP). These specific phases are identified and explained below. Tasks When you set up a phase, you define the sequence of tasks in the phase. Tasks are single actions that directly correspond to an Application Engine program or Data Mover script. A new task begins when all preceding tasks in a phase are complete. Tasks within a single phase can be performed either in parallel or in sequence. To define tasks in parallel, you give each task the same sequence number. You ll notice that the sequence numbers for several tasks in order capture business projects possess the same sequence number and are therefore performed simultaneously. Note. To view sequence numbers, navigate to the Capture Type Workbench, Business Projects page. See Chapter 3, Setting Up Order Capture, Defining Business Project Events, page 50. PeopleSoft Proprietary and Confidential 75

96 Working With Order Capture Business Projects Chapter 5 Transition Rules Transition rules determine the transition from one phase to the next based on the success or failure of tasks within that phase. The outcome of a task can be as follows: Cancelled. Complete - Success. Complete - Failed. See Also PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Business Projects, Defining Tasks PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Business Projects, Defining Phases Setting Up or Viewing Order Capture Business Projects Business project setup for PeopleSoft Order Capture can be broken down into three main steps: 1. Navigate to the Business Projects component: Set Up CRM, Common Definitions, Business Projects. There, you define all of the elements of the business project including the phases, tasks, and transition rules we referred to in the previous section, as well as any time delays. Note. PeopleSoft Order Capture delivers predefined business projects. In this step you need only verify that what we have delivered, works for your business model. See PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Business Projects. 2. Navigate to the Event Definition component: Setup CRM, Common Definitions, Event Definition. Here, you define the triggering action that first launches the business project. We have predefined the triggering action for each of the core business projects we deliver. If these triggering events need to change for your business, you can change them here. Note. We deliver a check every 120 minutes that repeats for the Core Order and Order Maintenance business projects. These two business projects will repeatedly check the fulfillment system every two hours to see if the maintenance that has been requested has been processed. You should adjust this Workflow Action value to best suit your business needs as smaller time delays cause more frequent processing activity on the Process Scheduler and thus increase the load on your system. 3. Navigate to the Business Project Events page in Capture Type Workbench: Set Up CRM, Product Related, Order Capture, Capture Type Workbench, Business Project Events. Here you can perform the following tasks: Add business project events that will fire for the Order or Quote. Enable or disable the delivered business projects. Alter the sequence of the business project events so that they fire sequentially, or in parallel. Allow multiple instances of the business project. This is recommended for Order Maintenance, but not for Core Order or Core Quote. 76 PeopleSoft Proprietary and Confidential

97 Chapter 5 Working With Order Capture Business Projects See Also PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Setting Up Business Projects Viewing Order Capture Business Projects This section provides an overview of the PeopleSoft Order Capture business project tree, and explains the delivered PeopleSoft Order Capture business projects, specifically their constituent phases. See Also PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Using Business Projects Page Used to View Order Capture Business Project Status Page Name Object Name Navigation Usage Business Project Status RC_BP_STATUS Orders and Quotes, Entry Form, Related ObjectsClick the View Details button on the Related Objects page. PeopleSoft Order Capture Business Projects Trees Use the Business Project Status page to view the status of all three order capture business projects. The PeopleSoft Order Capture business project tree is viewable from the Related Objects page. The tree provides a visual representation of the business project. The left side of the page shows all phases and their possible target. Clicking a phase causes the right side of the page to show details such as the phase s task list and the transition rules for each of its targets on the right side of the page. The first phase appears at the top of the tree, and each time there is a transition to a different phase, that new phase is added to the tree. Because business project definitions permit any phase to transition to any other phase, a single phase can be instantiated more than once and, as a result, can appear multiple times in the tree. Note. Only phases that have been instantiated appear in the tree. The system does not display future phases because it cannot tell which ones will be instantiated. Status Enter the overall status of the PeopleSoft Order Capture business project. When you first invoke a business project, the status is In Process. You can manually change the status to Cancel any time before the business project is finished. When the project is finished, the system updates the status to Complete. You cannot manually set the business project status to Complete. The only way to complete a business project is to transition out of the last activity (either manually or automatically). Outcome This field appears only for sub-business projects whose outcome is set manually. Once the sub-business project is complete, set the outcome to either Success or Failed. PeopleSoft Proprietary and Confidential 77

98 Working With Order Capture Business Projects Chapter 5 Description Displays the text from the field specified in the Parent Object page of the business project definition. If the information is not descriptive enough, return to the parent object to modify it. The description is the only information provided about the parent object from which this business project was invoked. or These icons appear at the top level of the tree hierarchy; they indicate phases that have been instantiated. They enable you to expand and collapse the tree. This icon indicates the second level of the tree hierarchy: This icon indicates that the task or phase is in progress. This icon indicates that the task or phase is cancelled. This icon indicates that the task was successfully completed or that the phase is complete. Note. Phases do not distinguish between successful and unsuccessful completion. This icon indicates that the task has failed. Note. This does not necessarily mean that the task will end. For example, the Order Maintenance business project defaults to check shipment status every 120 minutes. If there has been no shipment or if the order has not been cancelled, the task displays this icon, and the business project repeats the task. The task will continue to kick off every two hours (placing this icon in the Tree Viewer each time) until successful. So for each instance that there has been no shipment or order cancellation, you will see this icon in the tree. Phase Detail This region appears when you select a phase from the business project summary region. Phase Status (phase status) Displays the name of the phase currently selected in the business project tree. Displays the status of the phase: In Process, Complete, or Canceled. (If you cancel a business project, the phase that was in progress is also canceled.) Phase statuses don t distinguish between successful and unsuccessful completion. Transition Rule Target Phase Displays how the system transitioned to the selected phase, or indicates that transition was performed manually. If the phase is not complete, no text appears. To make a manual transition, select the next phase and save the page. You can do this only if the transition definition specifies a manual transition. 78 PeopleSoft Proprietary and Confidential

99 Chapter 5 Working With Order Capture Business Projects Manually transitioning out of a phase changes the source phase s status to Complete, but it does not affect the status of any of the incomplete tasks in the source phase. Updating the Tree Save and Update Tree Click this button to save changes to the page and to update the business project tree based on those changes. For example, click this button to complete a manual transition after you select a phase from the Target Phase drop-down list. Core Order Business Project Access the Related Objects page. Business Project Tree- Core Order BP Status PeopleSoft Proprietary and Confidential 79

100 Working With Order Capture Business Projects Chapter 5 Core Order Business Project Phases Order Confirmation This phase uses the MCF Framework to send an confirmation to the primary of the contact on the order. At the completion of this phase, a Correspondence entry will be created on the Related Objects page of the order. The confirmation provides a current snapshot of the order, including order number, status, order line details, order totals, and shipping details. If no primary exists for the order contact, no confirmation will be sent. Note. The Application Engine program RO_SND_ is run by the Workflow action RO Order Confirmation, which is the event performed by the ORDER_ task. Installed Product Creation The Order may contain products that require an Installed Product, as indicated by the Installed Product page of the Product Definition component. For any order lines that require installed products, this phase will create the installed product(s) with the status as indicated on the Product Definition component. In addition, when creating Installed Products for serialized items, one installed product will be created for each quantity ordered. For non-serialized items, a single Installed Product is created for the entire quantity ordered on the order line. Installed Products will contain values from the Order, such as the Customer information, Site, Order Id, and quantity ordered. Note. The Application Engine program RO_CREATE_IP is run by the Workflow action RO_Create Inst Prod, which is the event performed by the CREATE_IP task. See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Products, Defining Products. Publish Order When the Order is to be fulfilled by an external system, this phase will publish the order details, provided the Application Message CRM_SALES_ORDER is active. Note. The Application Engine program RO_EIP_PUB is run by the Workflow action RO_EIP Publish, which is the event performed by the PUB_NEW_ORDER task. See Chapter 6, Integrating With Fulfillment, page 87. Shipment Completion This phase examines the Status of the order header, looking for a Completed or Cancelled status. If the order is found to be completed or cancelled, this phase exits with a Successful completion. If the order is not found to be complete or cancelled, this phase exits with a Failure. 80 PeopleSoft Proprietary and Confidential

101 Chapter 5 Working With Order Capture Business Projects This is a timed phase. It is scheduled to run every 120 minutes following the Publish Order to see if the order has been completed or cancelled. If the event fails, because the order is neither complete nor cancelled, it automatically reschedules the process to run two hours later. Once it verifies that the order header has been marked as either complete or cancelled, the phase is complete and it transitions the business project to the Service Order Creation phase. Note. The Application Engine program RO_SHP_OVR is run by the Workflow action RO_Check Shipment Completion, which is the event performed by the CHK_SHP_COMPLETE task. Service Order Creation Installed Products created in an earlier phase may need a service order created. This phase creates them for any Installed Products that are flagged as Service Order Required on the Product Definition. The Service listed on the Product Definition page is used to create the Service Order(s). This phase is the final phase of the Business Project, and does not run until the order is Completed (or Cancelled). Note. The Application Engine program RO_CREATE_SO is run by the Workflow action RO_Create Service Order, which is the event performed by the CREATE_SO task. Order Maintenance Business Project Access the Related Objects page. PeopleSoft Proprietary and Confidential 81

102 Working With Order Capture Business Projects Chapter 5 Business Project Tree-Order Maintenance BP Status Order Maintenance Business Project Phases Order Confirmation Publish Order Change This is the same Phase as is used in the Order Capture Business Project. It provides the current snapshot of the order following order maintenance. When the Order is to be fulfilled by an external system, this phase will publish the order maintenance details, provided the Application Message CRM_SALES_ORDER_CHANGE is active. Note. The Application Engine program RO_EIP_CHPUB is run by the Workflow action RO EIP Change Pub, which is the event performed by the PUB_CHG_ORDER task. See Chapter 6, Integrating With Fulfillment, page PeopleSoft Proprietary and Confidential

103 Chapter 5 Working With Order Capture Business Projects Order Changes Complete This phase examines the Status of the Order History (RO_HISTORY), looking for any change history records with Open status. If no Open history records are found, this phase exits with a Successful completion. If the Open history records exist, this phase exits with Failure. Because of the Phase transitions defined for this business project, exiting this phase with Failure will result in this Order Changes Complete phase being resubmitted to run again. A successful exit of this phase allows the processing to continue onto the next phase. This is a timed phase. It is scheduled to run every 120 minutes following the Publish Order Change, and each time this phase is resubmitted Note. The Application Engine program RO_ORDCH_OVR is run by the Workflow action RO_Check Order Changes, which is the event performed by the CHK_ORDCH_COMPL task. Installed Product Creation The Order may contain products that require an Installed Product, as indicated by the Installed Product page of the Product Definition component. For any order lines that were maintained which require installed products, this phase will add, change or delete the installed product(s) as necessary. Maintenance actions involved in adding, creating or deleting Installed Products would include adding new lines to the order, changing the quantity of existing lines on the order, or canceling lines on the order. In addition, when creating Installed Products for serialized items, one installed product will be created for each quantity ordered. For non-serialized items, a single Installed Product is created for the entire quantity ordered on the order line. Installed Products will inherit values from the Order, such as the Customer information, Site, Order Id, and quantity ordered. Note. The Application Engine program RO_CREATE_IP is run by the Workflow action RO_Create Inst Prod, which is the event performed by the CREATE_IP task. Order Notification The notifications phase determines the Confirmation or Rejection of the requested order maintenance by examining the Order History (RO_HISTORY). Should notifications be required for the order, as defined in the Order Capture Business Unit setup, this phase will use Correspondence Management to create a maintenance confirmation , and may also create a worklist entry for the CSR who entered the most recent Order Maintenance. Note. The Application Engine program RO_ORD_NOTIF is run by the Workflow action RO Order Change Notification, which is the event performed by the ORDER_NOTIFY task. See Chapter 6, Integrating With Fulfillment, page 87. PeopleSoft Proprietary and Confidential 83

104 Working With Order Capture Business Projects Chapter 5 Core Quote Business Project Access the Related Objects page Business Project Tree- Core Quote Status Phases Order Confirmation Publish Order This is the same Phase as is used in the Order Capture Business Project. It provides the current snapshot of the quote. When using an external fulfillment system, this phase will publish the quote details, provided the Application Message CRM_QUOTE is active Note. The Application Engine program RO_EIP_PUB is run by the Workflow action RO_EIP Publish, which is the event performed by the PUB_NEW_ORDER task. See Chapter 6, Integrating With Fulfillment, page PeopleSoft Proprietary and Confidential

105 Chapter 5 Working With Order Capture Business Projects See Also PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Using Business Projects, Monitoring Business Projects PeopleSoft Proprietary and Confidential 85

106 Working With Order Capture Business Projects Chapter 5 86 PeopleSoft Proprietary and Confidential

107 CHAPTER 6 Integrating With Fulfillment This chapter provides an overview of the integration that supports order fulfillment requests for PeopleSoft Order Capture, and explains how to: Activate EIPs (Enterprise Integration Points). Create autonumbering for orders and quotes. Map line statuses. Publish order and quote messages. Subscribe to order status messages. Subscribe to order and quote acknowledgements. Subscribe to Advanced Shipping Notices (ASNs) Manage externally-originating orders. Understanding Fulfillment This section explains where you need to go to set up your order fulfillment integrations. as well as the Enterprise Integration Points (EIPs) that make the integration work. Setting Up Integrations The primary setup of PeopleSoft Order Capture integration is accomplished in the PeopleSoft Order Capture Integration Workbench. The Integration Workbench has been designed so that all of your fulfillment and maintenance activity can first be configured there. There are also a few fields that must be populated on the business unit definition page. Understanding EIPs PeopleSoft Order Capture uses EIPs to transfer information between itself and an order fulfillment system, such as PeopleSoft Order Management and PeopleSoft Inventory. These integration points allow you to configure your PeopleSoft CRM collaborative selling solution to work with any third-party fulfillment system or enterprise application integration (EAI) system. We provide the following comprehensive set of EIPs to support the order fulfillment process. Note. Our delivered EIPs are configured for integration with PeopleSoft Supply Chain Management (SCM), which provides corresponding EIPs for example, EIPs that publish the information for which CRM listens. Integration with other fulfillment or EAI systems may require the use of the PeopleTools Integration Broker in order to build the necessary transformation layer on top of the existing EIPs that PeopleSoft delivers. PeopleSoft Proprietary and Confidential 87

108 Integrating With Fulfillment Chapter 6 EIP Description Type Get Autonumber Requests an ID number (to be used for a new order or quote) from your fulfillment system. This EIP is used only when autonumbering is used for order ID assignment. Outbound Synchronous Get Order Status Requests current order and order line status from your fulfillment system. Outbound Synchronous Get Product Availability Requests product availability information from your fulfillment system. Outbound Synchronous Publish Order Sends new orders to your fulfillment system. Outbound Asynchronous Publish Order Change Sends changed orders to your fulfillment system Outbound Synchronous Publish Quote Sendsnewquotestoyourfulfillment system. Outbound Asynchronous Receive ASN Listens for ASN (Advanced Shipping Notice) published by your fulfillment system. Inbound Asynchronous Receive Order Acknowledgement Listens for order acknowledgements published by your fulfillment system. Inbound Asynchronous Receive Quote Acknowledgement Listens for quote acknowledgements published by your fulfillment system. Inbound Asynchronous Receive Order Change Acknowledgement Listens for order change acknowledgements published by your fulfillment system. Inbound Asynchronous Sales Order Status Listens for order updates published by your fulfillment system Inbound Asynchronous 88 PeopleSoft Proprietary and Confidential

109 Chapter 6 Integrating With Fulfillment Note. The EIPs listed in the preceding table use PeopleTools Integration Broker messages. Application Message Monitor and Send Master (a PeopleTools testing utility) help you track and test the messages and transformations that make up these EIPs. The Get Autonumber EIP is an exception in that it uses PeopleTools Business Interlink technology. Understanding the Product Availability EIP The Get Product Availability EIP gives PeopleSoft CRM users on-demand access to product availability information. Users click the Check Availability button on the order or quote Entry Form page to initiate the transaction. How Order Maintenance EIPs Work Once an order is captured in PeopleSoft CRM, it is passed to the fulfillment system for processing. Order changes are sent from and received by the fulfillment system by means of appropriate Enterprise Integration Points (EIPs). The EIPs support integrations with PeopleSoft Supply Chain Management and other Third Party Fulfillment Systems. The Get Order Status EIP will be used as part of the Order Maintenance process when an order is retrieved for maintenance. This insures that we only allow edits on orders and order lines that have not yet been fulfilled. Note. Order maintenance messages, such as CRM_SALES_ORDER_CHANGE, always contain RO_HEADER information, and always publish the RO_INTEGRATION, RO_HISTORY and RO_CHARGE data for the order. The remainder of the CRM_SALES_ORDER_CHANGE data only contains order information that has been added or changed Order Maintenance Integration Points Order maintenance activities require that the CSR have accurate information about changed orders. The following table explains the four EIPs that form the backbone of PeopleSoft Order Capture s order maintenance activities. EIP Name Object Name Description Type PUBLISH ORDER CHANGE SALES_CRM_ORDER_ CHANGE_LOAD This EIP notifies PeopleSoft SCM of an order maintenance request. It is a transformation of the CRM_SALES_ORDER_ CHANGE message. Publish PUBLISH ORDER CHANGE CRM_SALES_ORDER_ CHANGE This EIP notifies non-peoplesoft fulfillment systems of the order maintenance request. Publish PeopleSoft Proprietary and Confidential 89

110 Integrating With Fulfillment Chapter 6 EIP Name Object Name Description Type SALES ORDER CHANGE ACKNOWLEDGEMENT SALES_ORDER_ CHANGE_NOTICE This EIP notifies PeopleSoft Order Capture when changes are processed in SCM. Subscribe SALES ORDER STATUS SALES_ORDER STATUS This EIP notifies PeopleSoft Order Capture of the current state of the Order in SCM. Subscribe Here is a complete list of the SCM EIPs you will need to activate for complete fulfillment functionality: SALES_CRM_ORDER_LOAD SALES_CRM_QUOTE_LOAD ADVANCED_SHIPPING_NOTICE SALES_ORDER_ACKNOWLEDGEMENT SALES_QUOTE_NOTICE SALES_CRM_ORDER_CHANGE_LOAD SALES_ORDER_CHANGE_NOTICE SALES_ORDER_STATUS See Also Chapter 3, Setting Up Order Capture, Using the Integration Workbench, page 56 Chapter 2, Defining Order Capture Business Units, page 15 Activating EIPs You need to activate your fulfillment EIPs. If you are integrating to PeopleSoft s Supply Chain Management, you will need to activate the Order Management and Inventory EIPs listed above as well Integration Broker EIPs Integration Broker EIPs are inactive when delivered. To activate EIPs, activate each of the following elements: PeopleTools Application Messages: To activate a message, from PeopleTools Application Designer, open the Message Properties dialog box and select the Active check box on the User tab. To activate a message subscription, right-click on the message subscription and open the Message Subscription Properties dialog box. Select the Active check box to activate the subscription. Integration Broker Transactions: To activate a transaction, access the Transaction Detail page and set the Status to Active. You access this page from the Node Definitions component. If 90 PeopleSoft Proprietary and Confidential

111 Chapter 6 Integrating With Fulfillment you do not first activate the PeopleTools Application Message, you will receive a warning message when setting the Transaction status to Active. Integration Broker Relationships: To activate a relationship and its transformations, access the Nodes page and set the Relationship Status to Active. Save the Nodes page, and then access the Trans Modifiers page. For each transformation, select Edit to open that transaction and set the Status to Active. Saveand choose Return to Transaction List. You access this page from the Relationships component. Note. Integration Broker Transactions and Integration Broker Relationships have been defined against Node, PSFT_EP. If your Peoplesoft Order management system uses a different Node name, you will need create Integration Broker relationships for the Node name being used. Use the Integration Broker Transactions, Node Definitions screen. The Copy utility there allows for the PSFT_EP transactions to be copied to a new Node name. Creating Autonumbering for Orders and Quotes You can choose either the autonumbering or grid option for your orders and quotes. Autonumbers are controlled by business unit. When you set up autonumbering, you choose the business unit that controls autonumber generation and specify whether autonumbers are generated in the CRM system or in an external fulfillment system. Choosing a Business Unit to Control Autonumber Generation When you define a PeopleSoft Order Capture business unit, you map it to an PeopleSoft Order Management business unit. You can map multiple Order Capture business units to a single order management business unit. Therefore, to ensure a single source for all numbers that are sent to the order management system, CRM uses the order management business unit to drive autonumbering. For example, if order capture business unit A is mapped to order management business unit B, then when you create an order in business unit A, its number is generated based on the rules for business unit B. Note. By design, PeopleSoft SCM cannot use PeopleSoft CRM as its autonumbering master for orders and quotes, only for customers, contacts, and products. Establishing an External ID Master You can generate order and quote numbers in the CRM system or in your order fulfillment system. If the CRM system does not have an external autonumbering master for orders and quotes, then order numbers are created locally. In this case, be sure your autonumbering rules include a CRM-specific prefix so that numbers are unique across both your CRM and order fulfillment system. If your fulfillment system is the autonumbering master, the Get Autonumber EIP fetches order numbers from the external system as orders are created. Because order numbers in both systems come from a common autonumbering definition, this configuration ensures that order numbers are unique across both systems. PeopleSoft Proprietary and Confidential 91

112 Integrating With Fulfillment Chapter 6 Note. The external ID for an order or a quote in PeopleSoft Order Capture is used to identify the order or quote in your fulfillment system. The RO_INTEGRATION table stores the external ID data. This table stores the external ID by Source Code (i.e. SCM ), thus allowing for multiple external IDs per CRM order. In addition to storing the external order number, we use this table to store a mapping of sequence numbers on Header and Line notes. Notes no longer have sequence numbers in PeopleSoft CRM, but PeopleSoft SCM requires a sequence number to identify a note, which is why we map the information in RO_INTEGRATION. In our previous release, EXTERNAL_ID wassimplyafieldonthero_header table. Mapping Line Statuses Once you send an order to your fulfillment system, that system is responsible for tracking status of the order; CRM integration points bring status information into PeopleSoft CRM in order to display the status of an order. Understanding Line Status Mappings Because different systems can use different order statuses you must map your fulfillment system s statuses to PeopleSoft Order Capture statuses. The Get Order Status EIP reads the map and converts your fulfillment system s statuses into PeopleSoft Order Capture statuses. For line statuses, partial means that if a part of one line is backordered and part is shipped, it is in fact, partially shipped. Header status mappings may differ slightly. PeopleSoft delivers a map for all the PeopleSoft Order Management statuses. If you integrate with a different fulfillment system, modify the map accordingly. Note. PeopleSoft Order Capture maps the Status values to Node, PSFT_EP, and if you are using a different node name for your Order Management system, you will need to enter status mappings against your Node name. The Node name is read-only once the data is saved. The following table shows the delivered Line Status mappings for SCM statuses. SCM Status CRM Status CRM Partial Status X (Canceled) 1 (Canceled) 1 (Canceled) Q (Requisitioned) 1000 (Open) 1100 (Partially Open) U (Purchased) 1000 (Open) 1100 (Partially Open) B (Backordered) 2000 (Backordered) 2100 (Partially Backordered) P (Pending) 3000 (Pending) 3100 (Partially Pending) 92 PeopleSoft Proprietary and Confidential

113 Chapter 6 Integrating With Fulfillment SCM Status CRM Status CRM Partial Status H (On Hold) 3500 (Fulfillment Hold) Note. Holds that originate in CRM have the status, This is to differentiate a Hold that originated in CRM (status 9000), from a Hold that originated in SCM (Fulfillment Hold) O (In Fulfillment) 4000 (In Fulfillment) 4100 (Partially In Fulfillment) K (Picked) 5000 (Picked) 5100 (Partially Picked) C(Closed) 6000 (Shipped) 6100 (Partially Shipped) S (Shipped) 6000 (Shipped) 6100 (Partially Shipped) Supply Chain Management EIPs If you are using PeopleSoft SCM, you need to: Activate the Product, Customer and business unit EIPs. These EIPs synchronize the customer, product and business unit data in the two systems. This synchronization is required when you use PeopleSoft SCM as your fulfillment system. See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Managing Enterprise Integration for PeopleSoft CRM Foundation Objects, PeopleSoft CRM Foundation EIPs. Activate CRM transactions and relationships for the PSFT_EP node. Activate the SCM EIPs that support the CRM/SCM fulfillment integration. The SCM EIPs for Product Availability and Get Order Status are XML links rather than Integration Broker transactions; the activation process for those EIPs is therefore different. Table of SCM EIPs The following table summarizes the elements that need to be activated in Supply Chain for the CRM EIPs described in this chapter. Note that transactions and messages have the same name. EIP Message / Transaction Name Relationships Get Order Status SCM_GET_ORD_STATUS and SCM_ORD_STATUS ORDER_STATUS Get Product Availability SCM_GET_PROD_AVAIL and SCM_PROD_AVAIL None. PeopleSoft Proprietary and Confidential 93

114 Integrating With Fulfillment Chapter 6 EIP Message / Transaction Name Relationships Publish Order CRM_SALES_ORDER and SALES_CRM_ORDER_LOAD ORDER_PUBLISH Publish Quote CRM_QUOTEand SALES_CRM_QUOTE_LOAD ORDER_PUBLISH Receive ASN ADVANCED_SHIPPING_NOTICE None. Receive Order Acknowledgement SALES_ORDER_ ACKNOWLEDGEMENT None. Receive Quote Acknowledgement SALES_QUOTE_NOTICE None. Publish OrderChange CRM_SALES_ORDER_CHANGE and SALES_CRM_ORDER_ CHANGE_LOAD ORDER_PUBLISH_CH Receive Order Change Acknowledgement SALES_ORDER_CHANGE_ NOTICE None. Sales Order Status SALES_ORDER_STATUS None. Publishing Order and Quote Messages When you capture an order or quote in PeopleSoft Order Capture, the system instantiates the CORE_ORDER_BP or CORE_QUOTE_BP business project. Both of these business projects include a task that runs the RO_EIP_PUB Application Engine process, which triggers the Publish Order and Publish Quote EIPs. These EIPs, which consist of the CRM_SALES_ORDER and CRM_SALES_QUOTE messages, make order and quote information available to your fulfillment system. PeopleSoft delivers the Integration Broker transformation rules required to integrate with PeopleSoft Supply Chain Management; integration with other systems will require additional transformation rules. If you use PeopleSoft Order Management, EIPs receive the transformed messages and enter order data into Order Management staging tables. The orders have a source code of CRM and start with a status of Open. The order fulfillment process starts with the OMEC process followed by the OMBACK process ; OMBACK moves the data from the staging tables into the order tables. In Order Management, you can set up exclusions to choose which subprocesses within OMBACK to run or skip based on the order source code. Because orders that originate in PeopleSoft CRM already have tax, freight and pricing information, you should configure OMBACK to skip tax, freight and pricing calculations for orders with the CRM source code. 94 PeopleSoft Proprietary and Confidential

115 Chapter 6 Integrating With Fulfillment Understanding the Transformation Process PeopleSoft delivers transformation rules that you can use when sending information to PeopleSoft Order Management. The Application Engine program that performs the transformation has three stages: 1. It evaluates products and packages that were ordered and transforms order lines as follows: a. Service products are not sent at all, but other products are sent exactly as defined in the order line b. Product packages are sent as packages, as there is a 1 to 1 mapping of information with PeopleSoft Order Management here. However, lightly-configured packages are broken into multiple order lines and packages contained in other packages are broken into multiple order lines. Each product included in the package within a package is given its own order line. For example, if Package 1 consists of product A and Package 2, while Package 2 consists of products B and C, then an order line for Package 1 will be broken into three order lines: one each for products A, B, and C. Note. If you use PeopleSoft SCM and you set pricing at the package level (rather than the component level), no pricing details are sent; each component is sent with a price of zero. Therefore, if you are a SCM customer, pricing for dynamic packages needs to be at the component level. 2. It performs an XSL transformation to structure the EIP data for Order Management. 3. It adds SCM customer information (for example, bill to and ship to addresses) to the order data by looking at the tables (RB_INT_CUSTOMER and RB_INT_CUST_ADS) that map CRM customer data to SCM customer data. This mapping is maintained by the Customer Sync EIP. Note. If you use PeopleSoft SCM as your fulfillment system, you must keep customer and product data synchronized in the two systems. The Customer Sync and Product Sync EIPs manage this synchronization. Understanding the Message Content This section describes certain parts of the order and quote messages published by CRM. For more details about the messages, refer to the EIP catalog and the message definitions. Order and quote messages published by CRM include: EXTERNAL_ID field from the Integration table RO_INTEGRATION. This is the ID that maps to the order or quote number in the fulfillment system. Order Management business unit. This is the business unit that is associated with the PeopleSoft Order Capture business unit (on the Order Capture Business Unit Definition page). An order source code of CRM. If PeopleSoft Order Management is your fulfillment system, this code affects certain processes. For example, Order Management allows CRM orders to be price protected. Order line numbers.peoplesoft Order Capture expects the fulfillment system to carry the line numbers through the entire fulfillment process. For example, if an order has five lines and lines 2, 4 and 5 are sent to PeopleSoft Order Management, then the order in Order Management will have three order lines numbered 2, 4 and 5. This enables order line tracking even when different order lines are sent to different fulfillment systems. Pricing This includes order-level discounts, shipping, and tax information. A price protection setting. This prevents Order Management from altering price information. Order level discount information. Giveaway information. The ORDER_LINE_TAG field ties a giveaway to a specific order line. PeopleSoft Proprietary and Confidential 95

116 Integrating With Fulfillment Chapter 6 Credit card information. PeopleSoft stores encrypted credit card data, which is what the message sends. Quote messages. Quotes include additional information specific to quotes, such as the quote due date and expiration date. Subscribing to Order Status Messages In PeopleSoft SCM, the Data Exchanges > Publish Outbound Message utility allows for publishing a snapshot of the order as it exists in the SCM system. The Sales Order/Quote Status option allows for publishing orders by Business Unit, Source Code (i.e. CRM), Customer, Order Type, Order Number range, Order Date range, and Order Change Date range. Also, you can choose to publish orders for specific order status values. PeopleSoft Order Capture subscribes to these SALES_ORDER_STATUS messages to provide a method for synchronizing changes made to the order in SCM, so that the order reflects the same information. For example, if an order is maintained in SCM, and a new order line is added, the SALES_ORDER_STATUS message will deliver that order and its new line to PeopleSoft Order Capture. Also, as part of the SALES_ORDER_STATUS processing, the current order status will be updated, just as the Get Order Status EIP provides. If the SALES_ORDER_STATUS message contains orders that did not originate in PeopleSoft Order Capture, for example EDI orders, order header information will be created so that these orders are viewable through the Order Search screen. When the user drills down for further details, he will be transferred to the URL specified in the Source Code definition for that order. If no URL is specified then the user will only be able to view the header information for that order. Getting On-Demand Status Updates The Get Order Status EIP provides on-demand status updates. Users invoke the update by clicking the Refresh button on the Order Tracking page. The Get Order Status EIP updates: The status for individual order lines. The scheduled shipping date and the scheduled arrival dates. The EIP also updates the RO_LINE_HIST table, which stores a history of line statuses. You can query this history, but it does not appear on any PeopleSoft Order Capture pages. Subscribing to Order and Quote Acknowledgements In PeopleSoft SCM, the Batch Publish job publishes regular acknowledgments (the SALES_ORDER_ACKNOWLEDGEMENT and SALES_QUOTE_NOTICE messages) and change acknowledgements (the SALES_ORDER_CHANGE_NOTICE message) for orders that come from electronic commerce channels that is, for orders that are entered into the SCM staging tables. 96 PeopleSoft Proprietary and Confidential

117 Chapter 6 Integrating With Fulfillment Note. Change Acknowledgements are not published for orders that originate within PeopleSoft Order Management. In PeopleSoft CRM, the Receive Order Acknowledgement and Receive Quote Acknowledgement EIPs subscribe to SCM messages, while the Receive Order Change Acknowledgement EIP subscribes to the change acknowledgement message. When CRM receives a change acknowledgement, the order status and change history are updated, while rejected order changes are rolled back. When PeopleSoft Order Capture receives a regular order acknowledgement, it updates the order header status to In Process, and it sets the order line statuses to the line status map you established in the Integration Workbench. When an SCM order line status is set to Open, and this is the status that the acknowledgement message sends, Order Capture maps this to a status of In Fulfillment. Change History was created with a status of Open when order changes were initially submitted. When the change acknowledgement is processed, changes that were accepted by the Fulfillment system are marked Confirmed, and changes that are not accepted are marked Rejected. When a requested change is rejected, the original value(s) on the order will be restored back to their values prior to the change. For example, if a quantity on an order line was increased from 1 to 2, and that change is rejected because the order line had shipped, the quantity will be restored to 1 following the processing of the change acknowledgement. Change Acknowledgement updates order statuses just as the Get Order Status EIP does, providing a current snapshot of the order status at the time the Change Acknowledgement was published. Order statuses are set based on the status mapping you establish. The Change Acknowledgement will also create order notifications based upon the setup for the Order Capture Business Unit. Notifications may be specified to go to the Customer, the Customer Service Representative (CSR), Both, or None, based on the acceptance of the changes that were requested. In addition, when notifications are specified for the CSR, the notification will be sent based on the CSR s Preferred Notification setting as found in the Worker component, which can be , Worklist or Both. Notifications to the Customer will be sent to the address of the Contact listed on the order, or for a Consumer order, will be the Consumer s address. If there is no specified for the Contact or Consumer, notifications cannot be sent to the customer. Notifications will show the changes requested, along with the acceptance status of Confirmed or Rejected, and will display the order following the Change Acknowledgement processing. A CSR s Worklist notification is a link to the order in the Order Capture Worklist. Subscribing to Advanced Shipping Notices (ASNs) PeopleSoft Inventory publishes advanced shipping notices (ASNs) that provide the number of items that have shipped for a specific order line. These messages do not contain status information about items that have not shipped. The Receive ASN EIP subscribes to the ASN message. When CRM receives an ASN, it updates statuses using the following logic: 1. The shipped quantity from the ASN is added to any previously recorded quantity shipped. 2. If the total shipped quantity is greater than or equal to the quantity ordered, the line and all items in the line have a status of Shipped. PeopleSoft Proprietary and Confidential 97

118 Integrating With Fulfillment Chapter 6 3. If the total shipped quantity is less than the quantity ordered, the system assumes that the items with the highest status were shipped and adjusts statuses accordingly. Since status numbers increase as an item moves through the fulfillment process, the unshipped item with the highest status is considered the most likely item to have been shipped. For example, consider the following status updates history for an order line consisting of ten items: Time Message Status from Message Complete Status 10:00 am Acknowledgement 10 In Fulfillment 10 In Fulfillment 1:00 pm ASN 5Shipped 5Shipped 5InFulfillment 2:00 pm Orderstatus 5Shipped 2 Backordered 3OnHold 5 Shipped 3OnHold 2 Backordered 5:00 pm ASN 3Shipped 8Shipped 2 Backordered At 10:00 am, the order was submitted. An order acknowledgment message caused the system to set the status of all ten items to In Fulfillment. At 1:00 pm, an ASN message indicated that five items had been shipped. Status changes for these five items, and the remaining five items keep the status In Fulfillment. At 2:00 pm, the order status message provided a complete status that replaced the previous status information. At 5:00 pm, an ASN message indicated that three more items were shipped. Although the message does not specify which items were shipped, the system makes the following adjustments: The system adjusted the quantity shipped: the three additional shipped items are added to the five that were already known to have been shipped. Because the On Hold (status number 9000) has a higher status number than Back Ordered (status number 2000), the system assumed that the three items on hold were the ones that were shipped and modified the status accordingly. Note. If an ASN is received for any component of a static package, the entire package is considered to have been shipped. Also, when any line on the order is marked with Shipped status, the Order Header will be marked as Complete 98 PeopleSoft Proprietary and Confidential

119 Chapter 6 Integrating With Fulfillment Managing Externally-Originating Orders This section explains how PeopleSoft Order Capture handles externally-originating orders, and explains how to specify URLs for tracking purposes. Handling External Orders PeopleSoft Order Capture uses the Receive Orders EIP to create CRM records for orders that originate in your fulfillment system (or any other external system). Unlike the Get Order Status EIP, the Receive Orders EIP does not attempt to match the external system s order numbers with Order Capture order numbers. Each Order Capture business unit definition specifies the source code that is used for orders created in the CRM system. Orders that are entered by the Receive Orders EIP have a source code provided by the external system. You need to make sure that the source codes are different for orders that originate internally and externally. Note. If a user attempts to view an order with a source code other than the one specified in the business unit definition, the system reroutes the user to a page that you specify. If you haven t specified a URL, then you will see the header information in order tracking but you won t be able to click on the order for details. You can specify different target pages to be used when accessing orders in the internal Order Tracking page and the external (self-service) Order Tracking page. The system marks orders that originate outside of CRM, and if you provide the system with the URL for the external system, then a user who attempts to view such an order in the CRM order tracking pages is automatically redirected to the system where the order originated. PeopleSoft Proprietary and Confidential 99

120 Integrating With Fulfillment Chapter PeopleSoft Proprietary and Confidential

121 CHAPTER 7 Managing Orders and Quotes This chapter provides an overview of PeopleSoft Order Capture, and specifically explains how to: Personalize Order Capture. Create orders or quotes. Create configurations. Enter shipping, payment, and billing information. View price adjustments. Add notes. Display summary. Generate Correspondences. Manage holds. Maintain orders. View Related Objects. View History. Understanding Order Capture PeopleSoft Order Capture is designed to allow easy order management for the customer service representative. The Order Capture system seeks to maximize system resources so as to minimize the CSR s energies. For example, PeopleSoft Order Capture: 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 data entry of product information into the order. Allows the CSR to easily personalize orders and quotes, as explained below. PeopleSoft Proprietary and Confidential 101

122 Managing Orders and Quotes Chapter 7 Common Elements The following table displays elements specific to the PeopleSoft Order Capture header and footer toolbar. These functional buttons are available to the customer service representative on each PeopleSoft Order Capture page. Functional Buttons (Icons) in the Header/Footer The following buttons provide one-click functionality for Order Capture functionality: Save Order Refresh Submit Convert Clone Maintain Order/Revise Quote. Return to Search Add New Order/Quote Update Existing Order/Quote Cancel Create Correspondence 360 Degree Viewer Click the Save button to save the order or quote in its current state. Click this button to refresh the view for the current page. This will also refresh the view of an Open or In Process order that is in the fulfillment cycle with a real-time status update if this EIP is enabled. Click this button to save and submit the order or quote for processing. Click this button to convert a quote to an order, or copy an order to a new quote. Note. Expired quotes cannot be converted to orders. Click this button to clone the current order or quote and create a copy of the current instance. Click this button to begin order maintenance activity for an order submitted to fulfillment, or to begin revision of an open quote. Click this button to take you to the quote and order search page. Click this button to initiate a new quote or order. Click this button takes you to the order and quote search page in order to find an existing quote or order that requires maintenance. Click this button to cancel the current quote or order. Note. Cancel is only available when edits are allowed. Click this button to activate print or correspondences. The icon displays after you submit a quote or order. Click this button to launch the 360 degree viewer. 102 PeopleSoft Proprietary and Confidential

123 Chapter 7 Managing Orders and Quotes Personalize Upsell Opportunity Alert Click this button to access the Toolbar Users Preference page, where you can decide the position of the button on the toolbar, as well as whether you want to hide certain buttons. This button flashes in the toolbar if a Marketing campaign is associated with the consumer or company that has been identified on the quote or order, and there is an upsell possibility. Display-Only Text in the Header Toolbar PeopleSoft Order Capture displays the following identifiers in the toolbar: Order ID/Quote ID Customer Contact Customer Segment PeopleSoft Order Capture sequentially generates order and quote IDs based on Automatic Numbering options or by a UID drawn from the Capture Type Workbench setup. This is a Sold To company or Sold To consumer. This is a Sold To contact for the company or consumer. This is a configurable data element from the Customer Data Model that displays a specific customer demographic. See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Defining Consumer Business Objects, Defining General Consumer Information. Order/Quote Status There are six delivered statuses: Open, Pending, In Process, Hold, Complete, or Canceled. Note. You can add new or modify existing statuses that are applicable to your business process in the Setup Workbench. Note. For ease of use, we have provided hyperlinks above the header toolbar. For the main Entry Form page, these links are Order/Quote, Shipping, Payment, and Summary. These sections taken in total represent a single, long entry form page. The sections are provided in order to break up the information into logical segments for ease of use The sections are configurable, in other words the order in which they show, the labels of the sections, and the content of the sections themselves, can be configured to your business process. If one long form is preferred, you can also remove the links entirely. See Also Chapter 3, Setting Up Order Capture, Common Toolbar Elements, page 26 Chapter 3, Setting Up Order Capture, Defining Header Statuses, page 35 Using Hotkeys PeopleSoft Order Capture simplifies the order entry process by providing the following hotkeys at the header level and the line level. PeopleSoft Proprietary and Confidential 103

124 Managing Orders and Quotes Chapter 7 Header Level Use the following hotkeys for header level activity. Alt + hotkey Alt + hotkey + Enter 1 -Save 0 - Refresh B - Submit U -Upsell V - Convert C - Clone M - Maintain A -AddMode S - Update Mode Line Level Use the following hotkeys for line level activity. Alt + hotkey + Enter U -Upsell C - Configure A -AddNote Accessing PeopleSoft Order Capture There are various channels through which a PeopleSoft CRM Customer Service Representative (CSR) or Sales Representative can create or view orders and quotes. Direct Navigation A CSR can access PeopleSoft Order Capture directly by selecting Orders and Quotes on the PeopleSoft CRM menu. From within Orders and Quotes, the main options are: CreateQuote. You can create a quote for the first time. This option takes you directly to the quote form for quick and direct access. CreateOrder. You can create an order for the first time. This option takes you directly to the order form for quick and direct access. Orders and Quotes This provides direct access to a search component to find an existing order or quote. From here, the user can find the order they are looking for and access that order for inquiry or maintenance purposes. Search Catalog You can search for a specific product within a specific catalog or across all catalogs. 104 PeopleSoft Proprietary and Confidential

125 Chapter 7 Managing Orders and Quotes Browse Catalog. You can view a list of catalogs and navigate to a specific catalog to view products. From the main catalog page you can also launch PeopleSoft Advisor in order to get assistance in finding the right product for your Customer. From PeopleSoft Sales A Sales Representative can quickly and seamlessly navigate to quote or Order Capture from the Products section of the Leads or Opportunities page in PeopleSoft Sales. He or she can specify a product and then navigate directly to the Entry Form within PeopleSoft Order Capture. Customer and product information relevant to Order Capture then pre-populates from the lead or opportunity to the corresponding order/quote entry fields. From the 360 Degree View The 360 View of the Customer also allows for order and quote entry. A CSR can select the Order/Quote drop-down value from the Add Transaction field in Interaction Manager, which takes them directly to the Add a New Order or Quote Capture page in PeopleSoft Order Capture. Known values from the 360 View pre-populate the main order entry page. A CSR can also view recent orders and quotes from her workspace in Interaction Manager. She sees each of the following, by default. Order ID/Quote ID. Date of order/quote creation. Order/quote status. She can navigate to an existing quote or order via a hyperlink on the order ID or quote ID. From CTI Integration PeopleSoft Order Capture integrates with PeopleSoft CTI capabilities. A customer can enter an order ID via the telephone, and a successful match launches order status for that order ID. Personalizing Order Capture This section provides an overview of personalization and explains how to: Access Personalize Options. Change the default Entry Form values. Configure search criteria. Use the Launch Page. Note. PeopleSoft Order Capture also delivers powerful Workbench functionality whereby you create application class sets that modify Order Capture settings to best suit your business processes. This functionality is explained in the chapter, Setting Up Order Capture. PeopleSoft Proprietary and Confidential 105

126 Managing Orders and Quotes Chapter 7 You can personalize PeopleSoft Order Capture defaults to make your experience with this application as efficient and as user-friendly as possible. We provide a Personalizations feature that allows you to change the defaults for the most commonly used functions within PeopleSoft Order Capture. See Also Chapter 3, Setting Up Order Capture, page 23 Customer Connection, Understanding Application Classes in PeopleSoft Order Capture and PeopleSoft Order Capture Self Service Page Used to Personalize Order Capture Page Name Object Name Navigation Usage Personalizations Order Capture Administrator Option Category: General Options PSUSERSELFPRSNL My Personalizations Use this page to find the Personalize Options button. You can also restore defaults from this page by clicking the Restore Defaults button. PSUSERSELFPRSNL My Personalizations, Click Personalize Options (for General Options Description). Use this page to override any of six (6) defaults for Order Capture, or to restore category defaults. Launch Page RB_LAUNCHPAGE Launch Page Use the Launch Page as an order capture home page from which the CSR can quickly create an order, create a quote, search orders and quotes, search or browse catalogs, access the 360 degree viewer, or launch Smart Views for Order Capture. Choosing Order Entry Form Personalizations Access the Personalizations page 106 PeopleSoft Proprietary and Confidential

127 Chapter 7 Managing Orders and Quotes Personalizations page Personalize Options Restore Defaults Click Personalize Options button to access the settings for the category. For PeopleSoft Order Capture, relevant settings are in the General Options personalization category. Click this button to restore default settings for all categories. Changing the Default Entry Form Values Access the Option Category: General Options page. PeopleSoft Proprietary and Confidential 107

128 Managing Orders and Quotes Chapter 7 Personalizations: General Options page Personalizations View the Default Value or Override the Default Value for any of the Personalization Options specified below: Product, Units, Quantity Order Product Entry Option Product Search Option Product Separator Choose a preferred sequence for the main Entry Form. Specify whether you want Product Description First or Product ID First. Decide whether to Try to find Exact Match First or Show All Possible Results. Identify a product separator. The Add Product(s) field on the Entry Form allows for the insertion of a special character to divide products. For example, you can define this as a colon or semicolon. Note. Our system-delivered data specifies a semicolon. UOM/Qty Separator (UnitofMeasure/Order Quantity) Identify a Qty/UOM separator. The Add Product(s) field on the Entry Form allows for the insertion of a special character to divide product information. For example, you could add 2 cases of product by entering 10003:2:cs. Note. Our system-delivered data specifies a colon. Order Capture Business Unit Specify your default business unit. If you regularly use a particular business unit, then this setting saves time during order and quote entry. 108 PeopleSoft Proprietary and Confidential

129 Chapter 7 Managing Orders and Quotes Configuring Search Criteria PeopleSoft Order Capture searches are quite extensive and allow you to find existing orders or quotes in a variety of ways. You can use one or more of 23 search criteria from Customer to Capture Type to Product ID to narrow your search for existing orders or quotes. Once you identify the criteria by which you most often search for orders and quotes, you can personalize the Order Capture search pages and save that personalization. The next time your search page launches, you will work from the personalized search page that you have created. Note. If there is more than one result for a search, the results can be distinguished by different criteria, including Customer, Date Created, Status, and Source. Using the CSR Launch Page Access the Launch Page. Launch Page The Launch Page provides centralized, user-friendly access to all primary PeopleSoft Order Capture features. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up and Using the CRM Launch Page, Understanding PeopleSoft CRM Launch Page Creating Orders or Quotes This section explains how to enter an order or quote in PeopleSoft Order Capture. You can also do each of the following: PeopleSoft Proprietary and Confidential 109

130 Managing Orders and Quotes Chapter 7 Enter orders or quotes. View or modify line details. Check availability and pricing. Use PeopleSoft Advisor. Pages Used to Create Orders or Quotes Page Name Object Name Navigation Usage Entry Form RO_FORM Orders and Quotes, Entry Form. Line Details Page RO_CAPTURELINE_DTL Orders and Quotes, Entry Form Click on the Product Description link or the Upsell linkintheorderdetails(or Quote Details) section of the Entry Form. PeopleSoft Advisor Dialog Start Page RAD_ADVISOR_RUN EnteringOrderorQuotes Access the Entry Form Entry page. Orders and Quotes, Entry Form. Click the Launch Advisor button Usethispagetocreateanew order or quote by entering order details and adding products to the order lines. Usethispageto view upsell/cross-sell opportunities, and check product availability. You can edit line details such as unit of measure, order quantity, unit price, and promotion code. You can also allow partial shipment for this product. Use the PeopleSoft Advisor to recommend a product, service, or solution based upon the buyer s responses to pre-defined questions. 110 PeopleSoft Proprietary and Confidential

131 Chapter 7 Managing Orders and Quotes Entry Form page (1 of 2) Entry Form page (2 of 2) PeopleSoft Proprietary and Confidential 111

132 Managing Orders and Quotes Chapter 7 Header Details Status Order Date Promotion Priority Select the status of the order. Select the date of the order. Select a promotion code from the lookup. Priorities default from the Order Capture Business Unit. You can change the priority for this order (or quote), to Urgent, High, Medium or Low. Note. There is no extra processing logic associated to priorities. Priorities may be changed from the Setup Workbench. Source Identify the source of the order or quote, as either CTI, Fax, Phone,, Self Service, or SCM. Note. Source types may be changed from the Setup Workbench. Date Created Expire Date This date does not have to be today s date, but can be a past, present, or future date. For example you may want to post-date the order because it was faxed prior to today s date; or you may want to create an advance order. All of these date creation options are available here. Enter the expiration date for the quote. A default date may populate this field if specified during business unit set up. Note. This field is only available when entering quotes, and is hidden for orders. Revision Displays the total number of times the quote has been revised. Note. This field is only available when entering quotes, and is hidden for orders. Due Date Enter the date due for the quote. Due Date can be used if the customer has requested pricing information by a certain date, or if the quote is part of an RFQ (Request For Quote) that is due by a certain time. A default date may populate this field if specified during business unit set up. Note. This field is only available when entering quotes, and is hidden for orders. Confidence Level % PeopleSoft Order Capture provides this field so that PeopleSoft Sales can populate their relevant data in the quote. Note. This field is only available when entering quotes, and is hidden for orders. Promotion Select a code that uniquely identifies the promotional offer, if applicable. Products assigned to this promotion will then display a promotional price, rather than their regular price. 112 PeopleSoft Proprietary and Confidential

133 Chapter 7 Managing Orders and Quotes Note. This field involves integration to PeopleSoft Marketing, which relies upon the pricing engine to establish promotional pricing. See PeopleSoft 8.8 CRM Marketing Applications PeopleBook, Creating Campaigns and Waves. See PeopleSoft Enterprise Pricer. Customer Details Enter relevant customer information in this section. Contact The primary Sold To contact defaults here. You can change the contact to any valid Sold To contact associated to this customer for this transaction by selecting from the prompt. Note. If the customer is a company, a Sold To contact is required. A consumer does not require a Sold To contact. Orders or quotes that do not have a contact when one is required are automatically placed on Hold. Credit Rating Credit Rating is a display-only field. It is associated to the customer and defaults from the customer data model. Using Quick Create Directly from the order form, PeopleSoft Order Capture allows the CSR to create a new customer where one does not exist. To create a new customer: 1. Enter a customer name. 2. Perform a Lookup for the customer by clicking on the Search button. 3. Create a new Company, Consumer, or Consumer with Contact, by selecting either of those values from the drop-down. 4. Populate all fields associated with a customer from one central Quick Create page. 5. Save the page, and you have now created a new customer. See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Using Quick Create. Line Details Upsell Alert Fully Configurable Product The upsell alert appears on the order line if there is a product-related upsell opportunity. Click the button to view an upsell or cross-sell opportunity. This icon indicates that there is an upsell or cross-sell opportunity associated to the product Click the icon to launch the product PeopleSoft Sales Configurator. When the product is configured, the background icon color becomes light blue. See PeopleSoft 8.8 Configurator for CRM, Integrating With PeopleSoft Configurator, Using PeopleSoft Configurator. PeopleSoft Proprietary and Confidential 113

134 Managing Orders and Quotes Chapter 7 Dynamic (Lightly-configured) Package Attributes Click this button to configure and view the components of a dynamic package. The background color changes to light blue once the product has been lightly configured. Note. Dynamic packages are supported by the CRM Product Data Model, and exist independently of the PeopleSoft Configurator. Click this button to add configurable product attributes to an order or quote line. Always specify the attribute value for products with required attributes. See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Products, Defining Attributes. Click the Add Note button to access the Notes and Attachments page. The cursor is automatically placed on the Summary line so that you can write your note immediately. When a note is attached, the icon becomes dotted. Product Availability Click the Product Availability tab to return an exact numerical count of the remaining number of products in stock for those products you have selected. Note. Product Availability is explained in the Viewing or Modifying Line Details section below. Product Entry You can add, remove product(s), access a catalog, or launch PeopleSoft Advisor to identify a product that suits your customer s specifications. Add Product(s) Enter the Product ID or a description to call up a product, service, or product package. The system retrieves all the products you have requested and enters each product on a new line. You can enter more than one product at a time by separating the product IDs or descriptions with semicolons. Be sure to leave no spaces between the IDs or descriptions. This field contains processing logic so that you do not need to enter exact information. Partial matches retrieve the Product Search Results Page, which lists all of the closest matches. Note. This field is also equipped with Personalization capability. A CSR s preferences for product selection can be configured so that a variety of input techniques can be used. Search Catalog Launch Advisor Click the Search Catalog button to view catalogs that are associated to this business unit. You can make selections from available catalogs and/or compare products or services. You can then add product selections directly to the order form. Click this button to launch PeopleSoft Advisor. PeopleSoft Advisor presents you with a question and answer dialog session, where your answers to specific questions will lead to a recommendation. 114 PeopleSoft Proprietary and Confidential

135 Chapter 7 Managing Orders and Quotes Note. PeopleSoft Advisor is associated to a data model, so that it can retrieve products. In this case the PeopleSoft CRM product data model, which includes automatic filtering based on the catalog definitions, is the data model that PeopleSoft Advisor uses. Totals Recurring Charges Discounts Taxes, VAT As opposed to One Time Charges, these charges indicate charges that occur with varying frequency, such as weekly, monthly, or annual charges. Discounts identified on the Availability & Pricing tab are applied. PeopleSoft Order Capture integrates with Taxware, Vertex, and WorldTax to calculate VAT and other taxes. You must have already defined your tax integration options for Order Capture on the Business Unit definition page (Set Up CRM, Business Unit Related, Order Capture) and tax provider page (Set Up CRM, Product Related, Order Capture). Note. To display VAT, you must define World Tax as your Tax Vendor when you created your PeopleSoft Order Capture business unit. You can test all of your third party integrations on the business unit definition page. Update Total Click the Update Total button to manually invoke the pricing engine and any third party calculations such as VAT, taxes and shipping, and update the total amount charged to this order (or quote). This is then reflected in Total One Time Charges. Note. Calculations of this kind automatically occur upon page load or page refresh. Launching and Using PeopleSoft Advisor You can leverage PeopleSoft Advisor to engage the buyer in a question and return recommendations. When you click the Launch Advisor button, it launches a question and answer dialog session. Click the Launch Advisor button to first access the PeopleSoft Advisor List, where you can view all available dialogs. PeopleSoft Proprietary and Confidential 115

136 Managing Orders and Quotes Chapter 7 PeopleSoft Advisor List page Once you choose a dialog, you will be presented with the first page in the dialog. PeopleSoft Advisor Dialog Start page The dialog is a series of pages that contain questions and answers. Answers do not provide a static response from PeopleSoft Advisor. Instead, the buyers responses will determine the user segment that they are placed in, as well as the pre-defined weightings that are applied. If you choose to walk the buyer through the dialog, a recommendation for a product, service, or solution will be presented at the end of the dialog. You can also force a recommendation by clicking the Recommend button. Click Exit to return to the calling application, in this case, PeopleSoft Order Capture. Note. Displaying the debug information is an optional feature of the Advisor Dialog. In order to turn the debug information off, refer to the Advisor Workbench documentation in the PeopleSoft Advisor PeopleBook. See Also PeopleSoft 8.8 CRM Advisor PeopleBook, Setting Up Advisor Dialogs PeopleSoft 8.8 CRM Advisor PeopleBook, Using PeopleSoft Advisor 116 PeopleSoft Proprietary and Confidential

137 Chapter 7 Managing Orders and Quotes Viewing or Modifying Line Details Access the Line Details page by clicking on any Product Description in the Line Details section of the Entry Form, or clicking the Line Details tab. Line Details page Line Details The CSR can override the unit price here. He or she can also change the unit of measure, check availability and change the order quantity. Finally, a new promotion code can be added. Single Shipment Ship as Items Available Check Availability Select this radio button to disallow or disallow partial shipments. Select this radio button to allow partial shipments. Click the Check Availability link to return an exact numerical count of the remaining number of products in stock. PeopleSoft Proprietary and Confidential 117

138 Managing Orders and Quotes Chapter 7 Note. PeopleSoft Order Capture uses the SCM_PROD_AVAIL enterprise integration point (EIP) to make a call to PeopleSoft Supply Chain Management to determine product availability. PeopleSoft Supply Chain Management returns an exact numerical count of available products. If you are using a third party product for order fulfillment, you can use this integration point. It provides the ability to transform the EIP message to the appropriate format using the PeopleTools Integration broker. An Availability Not Available, message next to the Order Qty field indicates an inactive integration to a third party inventory system. View Adjustments Click on this link to view any price adjustments that have been applied to the order line. Checking Availability & Pricing Access the Check Availability & Pricing tab on the Order Lines (Quote Lines) section of the Entry Form page. Availability & Pricing Tab Partials Promotion Code Select Partials to allow partial shipment of the line. Select a Promotion Code for the line. If you add a product to the order line using the Promotion Code, the associated promotion code populates this field. Note. This field differs from the field on the Header only in that you can specify a product promotion for a specific line. Minimum Price Discount Tax (or VAT) Discount % Minimum price is determined by product setup. If the CSR enters a unit price that is below the minimum price on the line, and then attempts to submit the order, a hold is generated and the order cannot continue without a manual override. A calculated amount of list price minus the unit price is calculated here for quick reference. The total amount of tax, or VAT, for all order lines. A calculated amount of percentage difference of the list price minus unit price is calculated here for quick reference 118 PeopleSoft Proprietary and Confidential

139 Chapter 7 Managing Orders and Quotes Manual Price Adjustments Adjustment Percent/Amount Type Adjustment Target Replace/Cascade Apply Enter the amount of the adjustment you want to apply to this order line. You can choose to enter either a percentage discount or an actual currency discount. Select Percent or Amount in the next field to decide whether the number you enter here will be a percentage of the price, or a static currency adjustment. Identifies the adjustment field as an exact Amount or a Percentage. The adjustment amount is identified by this field as either a Discount or a Surcharge. You can target the discount for the current line that you are looking at, in which case you select Apply to this order line, or you can apply the discount to the whole order, by choosing Applytoentireorder. Cascade Manual Adjustment adds this price adjustment to all existing adjustments, whereas Replace Manual Adjustments replaces any manual adjustments with the current discount being applied. Click this button to apply the adjustment as specified. Configuration & Attributes This section provides a detailed list of the options chosen upon configuring a product on this order. Configuration details appear in a list under the Configurator button and product name. Other elements can also appear based on previously established setup parameters. If a product is defined in the product data model as requiring configurable attributes, an icon will display at the point of order entry. This navigates the user through attribute capture. This icon also displays on this page along with the product name. You can also view the attribute and attribute values captured for the order. Note. You can control the level of detail that displays here. To control display options, you can navigate to Schemas-Display options in the Configurator setup. See Also PeopleSoft 8.8 Configurator for CRM Creating Configurations This section discusses how to enter and view configured products and dynamic packages for order (or quote) lines in PeopleSoft Order Capture. The process for ordering configured products using PeopleSoft Order Capture is basically the same as the process for ordering standard products, with one exception. After you enter the order line on the Entry Form page, you must configure the product by clicking the Configurator button and selecting the desired options for that configured product on the Configuration page. You can choose to: Configure a product using PeopleSoft Configurator Lightly configure a dynamic package. PeopleSoft Proprietary and Confidential 119

140 Managing Orders and Quotes Chapter 7 Pages Used to Create a Configurations Page Name Object Name Navigation Usage Configure Product HTML Session Orders and Quotes, Entry Form. Click the Configurator button next to the order quantity for a product. Dynamic Package CP_DYNAMIC_PANEL Orders and Quotes, Entry Form. Click the Dynamic Package button next to the order quantity for a product. Configuring a Product Using PeopleSoft Configurator Access a configuration session by clicking on the Configurator button for a configurable product, service, or solution. Usethispagetofully configure the product using PeopleSoft Configurator. Usethispagetocreatea dynamic package from within PeopleSoft Order Capture. Sample PeopleSoft Configurator configuration Cancel Changes Clickthisbuttontocancelthisconfigurationsessionandreturntothe order Entry Form in PeopleSoft Order Capture. 120 PeopleSoft Proprietary and Confidential

141 Chapter 7 Managing Orders and Quotes Return to Order Click this button to submit this configuration session and return to the Entry Form in PeopleSoft Order Capture. Note. The configuration display pages can vary widely depending upon how these pages were created. See Also PeopleSoft 8.8 Configurator for CRM Configuring a Dynamic Package Access Dynamic (Light) Configuration by clicking on the Dynamic Configuration button next to the order quantity. Dynamic Configuration page PeopleSoft Proprietary and Confidential 121

142 Managing Orders and Quotes Chapter 7 Entering Shipping, Payment, and Billing Information To complete the order or quote, you need to identify shipping and payment information. In this section, we explain the Entry Form - Shipping and Entry Form - Payment links. Pages Used to Enter Payments and Shipping Information Page Name Object Name Navigation Usage Entry Form - Shipping RO_FORM Orders and Quotes, Entry FormClick the Shipping link on the Entry Form page. Entry Form - Payment RO_FORM Orders and Quotes, Entry Form Click the Billing link and view the Payment section. Entering Shipping Information Access the Entry Form - Shipping page. Usethispagetoenter shipping information. Use this page to manage payment information and add a new billing account if applicable. Entry Form Shipping page Shipping Address The address where the shipment is delivered. This address defaults primary shipping contact (and primary shipping address for the customer) from the customer data model. 122 PeopleSoft Proprietary and Confidential

143 Chapter 7 Managing Orders and Quotes Note. Click on the Search Push button to change the shipping address from the default that appears on the page. You can then specify a different address, or add a new address. When adding a new address, you can indicate the new address as a one-time address (or contact) by checking the One Use Only (not a permanent address or contact) on the Create New Address page of the Address Book. Install Address The primary address associated with the site appears here. Note. Install Address is only required when a product requires one, as defined in the product data model. See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Tracking Installed Products, How Installed Products are Created and Updated. Carrier Select a carrier service. Applicable carriers that are to be used by the system are set up in the CARRIER_TBL. See Chapter 3, Setting Up Order Capture, Setting Up Freight (Carriers) Integration, page 62. Requested Date Move to Another Shipment Select the requested arrival date for the product(s) being shipped. See Section Below Moving Lines to Another Shipment You can split the order so that certain lines are: Shipped to a different address. Shipped via a different carrier. Assigned to a different site. Assigned a different requested date. Lines in this Shipment Shows all products that are tied to this shipment. You can then split the lines by checking the Select box for a particular line, and clicking the Move to Another Shipment button. Note. You cannot split the quantity on a single line into multiple shipments. You must create two lines with the appropriate quantity so that Ship To address, carrier, and date can be uniquely specified for each shipment. Other Shipping Fields Requested Ship Date Scheduled Ship Date Display the requested shipping date. This comes from the fulfillment system EIP. Display the scheduled shipping date. This comes from the fulfillment system EIP. PeopleSoft Proprietary and Confidential 123

144 Managing Orders and Quotes Chapter 7 Scheduled Arrival Date Carrier Link Track Package Display the shipment s scheduled date of arrival. This comes from the fulfillment system EIP. If a package has been shipped, a URL appears in the Status section next to the Carrier field, and you can track the package. Clickthislinktoaccessthepackagetrackingsystem. See Chapter 3, Setting Up Order Capture, Understanding Freight Integration Setup, page 62. Note. Under Order Lines, a list of products and items ordered is shown. You can click on any product line to view its details (e.g., configuration, attribute, or availability). Managing Billing Information Access the Entry Form - Billing page. Entry Form Billing page Address This address is the default billing address. It defaults the primary billing contact and the primary billing address from the customer data model. 124 PeopleSoft Proprietary and Confidential

145 Chapter 7 Managing Orders and Quotes Note. When available, click on the Search push button to change the billing address from the default that appears on the page. You can then specify a different address, or add a new address. When adding a new address, you can indicate the new address as a one-time address (or contact) by checking One Use Only (not a permanent address or contact) on the Create New Address page of the Address Book. PO Number PO Received Enter the Purchase Order number, if one exists for the customer. Select this check box if a Purchase Order has been received. Note. This functionality is designed solely for auditing purposes. There is no attached business logic. Method of Payment Select either Invoice, Credit Card On File or New Credit Card as a payment method. Note. Account is a method of payment designed specifically for industry solution applications. Payment Terms Credit Card On File Select terms of payment if Invoice is selected as the payment method. Select a credit card if Credit Card on File is the payment method. Note. The credit card is attached to the Bill To contact or consumer in the customer data model. New Credit Card Enter new credit card information. Note. New credit card information is not written to the contact or consumer record in the customer data model. Billing Account The Billing Account section appears if the Use Accounts flag on the PeopleSoft Order Capture Business Unit is checked. Accounts are mainly used for recurring charges and are utilized extensively in PeopleSoft CRM for Communications. You can use an existing account for the order entry, or create a new one, if required for order processing. Existing Account Account Number New Account Individual Account Select this radio button to refer this Order Capture payment to an existing service account. Enter an existing service Account Number. Select this radio button to create a new service account, then select the type of account, either individual, sponsored or subordinate. Select this radio button to create a new account that is unrelated to other accounts. PeopleSoft Proprietary and Confidential 125

146 Managing Orders and Quotes Chapter 7 Sponsored Acct No. (Sponsored Account Number) Subordinate Account Invoice New Credit Card Select if there is a parent account that assumes billing responsibility for this new account. Choose the parent account ID in Sponsoring Acct No. Select if there is a parent account that assumes billing responsibility for this new account. Choose the parent account ID in Parent Account No. Select invoice as the payment method. This field is specific to PeopleSoft CRM for Communications. As before, select new credit card as your payment method. Fill out credit card information to create the credit card record in the system. Viewing Price Adjustments PeopleSoft Order Capture provides the ability to make pricing adjustments either to the order line or to the entire order. You can make manual adjustments to the price on the Line Details page, and this is explained in the previous section. You can also view price adjustment details for both system price adjustments and manual price adjustments by clicking the View Adjustments link. Page Used to View Price Adjustments Page Name Object Name Navigation Usage Price Adjustments RO_CAPTURELINE_ADJ Create Orders/Orders and Quotes, Entry Form, Line DetailsClick on the View Adjustments link. Displaying Price Adjustment Details Access the Price Adjustments page. Use the Price Adjustments page to view details of the price changes you have made. You can view the pricing details for Line Adjustments, Summed and Manual Adjustments, and Order Adjustments. 126 PeopleSoft Proprietary and Confidential

147 Chapter 7 Managing Orders and Quotes Price Adjustments page Line Adjustments This grid displays all of the adjustments applied by the system, including the price rules that are being applied to the lines. When you click on the Formula tab, you see the following fields: Price Adjustments Page: Line Adjustments, Formula tab The formula tab provides more detail about the rules that are being applied. When you select the Pricing Keys tab, you see the following fields: Price Adjustments Page: Line Adjustments, Pricing Keys tab The Pricing Keys tab lists the identifiers which indicate where the Price Rule condition was met. Summed and Manual Adjustments This grid displays the summed and manual adjustments that were applied to the lines. PeopleSoft Proprietary and Confidential 127

148 Managing Orders and Quotes Chapter 7 Order Adjustments This grid displays the price adjustments that have been applied for the total order. Adding Notes You can add notes and attachments to either an order or a quote, or to an order or quote line. Pages Used to Add Notes or Attachments Page Name Object Name Navigation Usage Enter Notes RO_NOTE Orders and Quotes, Entry Form, Notes Click the Enter NoteslinkontheNotespage. Note Summary RO_NOTE Orders and Quotes, Entry Form, Notes Click the NoteSummarylinkonthe Notes page. Attachment Summary RO_NOTE Orders and Quotes, Entry Form, Notes Click the NoteSummarylinkonthe Notes page. Adding a Note or an Attachment Access the Enter Notes page. Use this page to add notes or attachments to the order or quote. Usethispagetoviewa one-line summary of the note. Usethispagetoviewa one-line summary of the attachment. 128 PeopleSoft Proprietary and Confidential

149 Chapter 7 Managing Orders and Quotes Notes: Enter Notes page Note Summary, Attachment Summary Note Type Visibility Click either link to view a summary line of the note or attachment. (See screenshots below). Select either Billing Notes, Comment, Customer Call, Customer Web, Pricing Note, Production Configuration, Research, Sales Note or Shipping Notes as the type of note. Select Everywhere or Internal Only. If you select Everywhere, users of all self service applications, including PeopleSoft Order Capture Self Service will be able to view the note. If you select Internal Only, notes will only be viewable to the CSR. Viewing Notes or Attachment Summary Access the Enter Note page from the Notes page. PeopleSoft Proprietary and Confidential 129

150 Managing Orders and Quotes Chapter 7 Notes: Note Summary page Notes: Attachment Summary page See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Working With Notes Displaying Summary You can view the order or quote summary in read-only format. 130 PeopleSoft Proprietary and Confidential

151 Chapter 7 Managing Orders and Quotes Page Used to View Order or Quote Summary Page Name Object Name Navigation Usage Entry Form - Summary RO_FORM Orders and Quotes, Entry FormClicktheSummarylink on the Entry Form page. Viewing Order/Quote Summary Usethispagetoviewthe entire Entry Form page in display-only format. Access the Entry Form - Summary page to view order or quote summary information. Order Details, Order Lines, Shipping, Payment, and Tax totals (including VAT) appear here on a single, display-only page. Generating Correspondences PeopleSoft Order Capture generates correspondence messages both automatically and manually: 1. Automatic correspondence are initiated at the point of order or quote submission. 2. Manual correspondences are initiated when the Send Correspondence button in the toolbar is clicked. Upon order or quote submission, PeopleSoft Order Capture sends automatic based on the MCF Type setup for Order Confirmation, Quote Confirmation and Order change. A related object is created for each automatic acknowledgement of a correspondence. This appears on the Related Objects tab for the order or quote. Related objects are not created for manual correspondence. For manual notifications, the CSR clicks the button to access a Create Correspondence page where she can send text messages to pre-populated recipients through different communication channels, either or print. PeopleSoft Order Capture delivers two templates that can be used when a correspondence is sent: Order Confirmation, which is a thank you note with order status information for the customer. Quote Confirmation, which is a note stating that the quote has been registered by the system. You can add attachments to the text message and you can also schedule its exact delivery. Once a correspondence is sent, the system automatically creates an interaction on the 360 Degree View for the associated contact. Note. Before creating a correspondence, make sure a contact is available on the entry form. The system pre-populates the Recipients field of the correspondence request with the contact defined for the order. The following table summarizes the possible correspondence activity for PeopleSoft Order Capture PeopleSoft Proprietary and Confidential 131

152 Managing Orders and Quotes Chapter 7 Template Name Channel Description of Action Order Confirmation and Print s an order confirmation with the order number, customer name, status, products, billing and shipping information. Prints a PDF or Word document version of order confirmation with the same details as in the . Order Maintenance and Print s a text of order maintenance with the order number, customer name, status, order change details, products, billing and shipping information. Prints a PDF or Word document version of order maintenance with the same details as in the . Order Status The order inquiry application service in ERMS uses this template to respond to structured with the status of the order. Order Status - Failure The order inquiry application service in ERMS uses this template to respond to structured that does not provide valid data. Quote Confirmation and Print s a text of quote confirmation with quote number, customer name, status, products, billing and shipping information. Prints a PDF or Word document version of quote confirmation with the same details as in the . Sales Quote Proposal Letter All s the quote with an cover letter, and an attachment of the quote. The quote details contain quote number, expiration date, and product details. Prints a PDF or Word document version of the quote, and the quote with the same details as in the PeopleSoft Proprietary and Confidential

153 Chapter 7 Managing Orders and Quotes See Also Chapter 3, Setting Up Order Capture, Defining Multi-Channel Framework (MCF) Types, page 38 Chapter 3, Setting Up Order Capture, Defining MCF Types, page 55 PeopleSoft 8.8 CRM Automation and Configuration Tools PeopleBook, Correspondence Management Managing Holds This section provides an overview of holds, and explains how to: Viewholdsummary. View details or remove hold. Note. We provide a table of all delivered holds for PeopleSoft Order Capture. Understanding Holds Hold validations fire automatically as soon as you submit an order or quote. Note. You can use extend holds processing assuming you have created your own hold codes andextendedthe application class to run the logic. This is a simple configuration task in the PeopleSoft Order Capture Setup and Capture Type workbenches. See Chapter 3, Setting Up Order Capture, Defining Hold Codes, page 34. See Chapter 3, Setting Up Order Capture, Defining Hold Processing, page 48. You can access the Holds page to see if an order has been put on hold. If there is a hold on the order or quote, Status changes to Hold Order. If there is no hold, a Currently No Holds message is viewable. There are a variety of reasons as to why your order or quote will be placed on hold. There are also several ways in which you can resolve the problem. Pages Used to Manage Holds Page Name Object Name Navigation Usage Hold Summary RO_HOLD Orders and Quotes, Entry Form, Holds. Click the Hold Summary link. Hold Detail RO_HOLD Orders and Quotes, Entry Form, Holds. Click the Hold Detail link. ViewingHoldSummary Access the Hold Summary page. Use this page view holds on the order. Usethispagetoviewhold details and to override the hold, if necessary. PeopleSoft Proprietary and Confidential 133

154 Managing Orders and Quotes Chapter 7 Holds-Hold Summary page. Viewing Details or Removing Holds Access the Holds Page. 134 PeopleSoft Proprietary and Confidential

155 Chapter 7 Managing Orders and Quotes Holds: Hold Details Hold Reason Line Number Hold Status Short explanation of the reason for the hold. Line number for the offending product(s). Current status of the hold. This is a display-only field for regular users, such as most customer service contacts. However, users with manager-level permissions can select one of the following statuses: Requires Action: This selection indicates that action needs to happen. The system defaults to this status when the hold is created. In Process: This selection indicates that the hold still needs to be addressed and some action is taking place in relation to the hold. Override Hold: Select to ignore the hold and pass it. For example, you have a minimum price violation but are willing to allow the lower price for this order or quote. When this status is set, the system will no longer check the hold condition. Passed: This indicates that the hold has passed. The CSR can manually set this status, or the system will set this status when the order or quote has been submitted, and the condition has passed. When this status is set, the system will still check the hold condition, and set to Requires Action if the condition fails. Note. A manager with the correct set of permissions can override the hold by placing the hold in Override Hold status and resubmitting the order or quote. PeopleSoft Proprietary and Confidential 135

156 Managing Orders and Quotes Chapter 7 Status Date Failed Value Required Value Indicates the date the Hold status last changed. This is the value that is causing the Hold Reason. This is the value that is required to remove the hold. Hold Codes The following table identifies each hold in PeopleSoft Order Capture. Hold Code Explanation Anonymous Customer Hold Hold is triggered ifthe customer specifiedis setupas an anonymous Business Object. Use this hold when the fulfillment system does not support anonymous Customers. Configuration Hold Hold is triggered if a line has a configured product and it is not configured when capture is submitted. Exceed Corporate Credit Limit Hold is triggered if the customer has exceeded the credit limit range as specified on the Customer and Business Unit. Credit Card Hold Hold istriggered ifthe customer ispaying by credit card, and the authorization fails. Currency Conversion Not Possible Hold istriggered ifthereisno currency conversion available for the pricing engine. Exceeds Maximum Order Qty Hold is triggered if the quantity on the line exceeds the maximum order quantity. Under Minimum Quantity Hold is triggered if the quantity on the line falls below the minimum order quantity. Below Minimum Selling Price Hold is triggered ifthe quantity on the line falls below the minimum selling price. No Bill To Contact Hold is triggered if the bill to contact is missing. No Bill To Customer Hold is triggered ifthe billto customeris missing. No Product Package Components Hold is triggered if the line has a product that is a package, and no package components have been chosen. 136 PeopleSoft Proprietary and Confidential

157 Chapter 7 Managing Orders and Quotes Hold Code Explanation No Capture Lines Hold is triggered if the order or quote has no lines. No Ship To Customer Hold is triggered if the ship to customer is missing. No Ship To Contact Hold is triggered if the ship to contact is missing. No Sold To Contact Hold is triggered if the sold to contact is missing. Product Catalog Violation Hold is triggered if the product on the line is not in the customer s catalog. Product Increment Violation Hold is triggered if the line quantity is not a multiple of the increment defined on the product definition. Product Prerequisite Violation Hold is triggered if the product on the line has prerequisites that are not installed, or not on the current capture. Price List Not Found Hold is triggered if there is no price list found by the pricing engine. Line Site Contact Required Hold is triggered if a product requires a site, and a Site Contact is not one specified. Line Site Required Hold is triggered if a product requires a site, and there is not one specified. Maintaining Orders In this section, we provide an overview of how you can change orders, and we also explain howtomaintainorders,basedonfulfillmentstatus: Understanding Order Maintenance Order maintenance and quote revisioning are triggered by the same toolbar button. This button allows changes to order data based upon configurable rules defined in the Capture Type Workbench. These rules determine the status of the order, and order lines, and will allow changes to certain data elements based upon this status. PeopleSoft Proprietary and Confidential 137

158 Managing Orders and Quotes Chapter 7 To better understand order maintenance, we must first consider the both the header statuses and the line statuses that we deliver out of the box, and how they map to the PeopleSoft SCM fulfillment system. An order for example cannot be changed if has been shipped, or if the fulfillment system has not acknowledged its existence. In this overview section, let s provide two tables, one of which explains PeopleSoft Order Capture header statuses. Second, we can look at how line statuses in CRM map to PeopleSoft SCM. Header Statuses There following header statuses that can be displayed on the Entry Form: Header Status Description Open Orders have an Open status after submission but prior to fulfillment. The pricing is locked for quotes. Pending Orders and quotes retain a status of Pending, when in edit mode. If you save the order or quote before submission, the order or quote retains the status of Pending. This allows the saving of a draft status. In Process Indicates that the order is in the process of fulfillment. Quotes cannot have a status of In Process since quotes are not part of fulfillment. Hold Indicates that there is an open hold on the order, based on hold conditions. Fulfillment Hold Indicates that the Fulfillment system has placed a hold on the order. Complete The order has gone through the fulfillment process. It has been shipped, or installed depending upon whether it is a tangible product or a service respectively. Canceled Order or quote has been canceled and no further action on this order or quote is necessary. Line Statuses The following table shows the delivered line status mappings between PeopleSoft Order Capture and PeopleSoft SCM. SCM Line Status CRM Line Status CRM Line Partial Status X (Canceled) 1 (Canceled) 1 (Canceled) Q (Requisitioned) 1000 (Open) 1100 (Partially Open) 138 PeopleSoft Proprietary and Confidential

159 Chapter 7 Managing Orders and Quotes SCM Line Status CRM Line Status CRM Line Partial Status U(Purchased) 1000 (Open) 1100 (Partially Open) B (Backordered) 2000 (Backordered) 2100 (PartiallyBackordered) P (Pending) 3000 (Pending) 3100 (Partially Pending) H (On Hold) 3500 (Fulfillment Hold) Note. Holds that originate in CRM have the status, This is to differentiate a Hold that originated in CRM (status 9000), from a Hold that originated in SCM (Fulfillment Hold) O (In Fulfillment) 4000 (In Fulfillment) 4100 (Partially In Fulfillment) K (Picked) 5000 (Picked) 5100 (Partially Picked) C(Closed) 6000 (Shipped) 6100 (Partially Shipped) S (Shipped) 6000 (Shipped) 6100 (Partially Shipped) Allowable Maintenance For the purposes of an integration with PeopleSoft Supply Chain Management, PeopleSoft Order Capture allows you to maintain orders where the header status is at least Open (1000) and not yet Complete (6000). PeopleSoft Order Capture allows order maintenance out of the box, where PeopleSoft Supply Chain Management is the fulfillment system under the following conditions: If the header status is greater than Open (1000) but less than Complete (6000). If the line status is less than Open (1000), line configurations and attributes can be changed. If the line status is less than In Fulfillment (4000), line customer information can be changed. If the line status is less than In Fulfillment (4000), line pricing data can be changed PeopleSoft Order Capture delivers integration points out of the box that support a realtime check into inventory to determine if the changes can be made based on the fulfillment status of the order. Additionally, all of the necessary EIPs are delivered to pass the changed data to fulfillment in order to process the change request. See Chapter 6, Integrating With Fulfillment, Understanding Fulfillment, page 87. PeopleSoft Proprietary and Confidential 139

160 Managing Orders and Quotes Chapter 7 You can add products to an order or quote, change an order or quote, change the dates for a quote, and so on. With related objects, the system keeps a record of and link to the original quote or order, so that you can maintain a history of how the quote or order progressed. Both the revisioned quote and the original quote may be used and both remain in open status. This allows you to offer different revisions of the products and pricing to your customers, and allows the CSR (or sales representative) to order from either of the quotes. Only the revisioned order can be used once changes have been made to the order. When order maintenance is complete, various order capture pages reflect the change activity. The Summary page now contains a list of all the changes that have been made. Upon order submission, not only is a new business project fired, updating the Related Objects page, but the History page also tracks those changes. Note. Changes to a quote can be made through the quote revisioning process. Creating a quote revision copies the instance of the quote to a new quote, and increments the revision number. This allows you to modify the quote as required. See Also Chapter 6, Integrating With Fulfillment, Activating EIPs, page 90 Chapter 6, Integrating With Fulfillment, Mapping Line Statuses, page 92 Chapter 6, Integrating With Fulfillment, Publishing Order and Quote Messages, page 94 Chapter 6, Integrating With Fulfillment, Subscribing to Order Status Messages, page 96 Viewing Related Objects In this section, we provide an overview of how you can view activity for the order including maintenance and the firing of business projects. Viewing Related Objects This page allows the CSR to view related objects for the order. A related object is data, such as a business project, that is somehow related to the order or quote. This data can reside in another PeopleSoft CRM application. Access the Related Objects page. 140 PeopleSoft Proprietary and Confidential

161 Chapter 7 Managing Orders and Quotes Related Objects page Click this button to open the related object in a new browser window. Type This is the type of business project. Related objects include business objects, upsells, etc. Working with Business Projects Business projects help organize process flow and are invaluable in tracing the order change activity. PeopleSoft Order Capture business projects, including Core Order, Core Quote, and Order Maintenance business projects, are explained in detail in a preceding chapter. See Also Chapter 5, Working With Order Capture Business Projects, page 73 Viewing History You can view history information, which includes all defined audit activity PeopleSoft Proprietary and Confidential 141

162 Managing Orders and Quotes Chapter 7 Pages Used to View History Page Name Object Name Navigation Usage Change History RO_HISTORY Search Orders and Quotes, Entry Form, History. Click the Change History link. Interaction History RO_HISTORY Search Orders and Quotes, Entry Form, History. Click the Interaction History link. Show History RO_HISTORY Search Orders and Quotes, Entry Form, History. Click the Show History link. Viewing Change History Information Access the Change History page. Use the Change History page to view a history of change activity on the specific order or quote. Use the View History page to view interaction history, such as correspondences, for a specific order or quote. Use the Show History page to view a complete history of activity for the specific orderorquote. Change History page Change History allows you to view all order maintenance activities on the order and also view audits that have been triggered for the order or quote. Viewing Interaction History Access the Interaction History page. 142 PeopleSoft Proprietary and Confidential

163 Chapter 7 Managing Orders and Quotes Interaction History The Interaction History page allows you to view correspondence activity for this order or quote. Viewing All History Access the Show All History page. PeopleSoft Proprietary and Confidential 143

164 Managing Orders and Quotes Chapter 7 Show All History page You can view all change and correspondence history on the Show All History page. Delivered User IDs and User Roles PeopleSoft Order Capture delivers the following users and roles. You can adopt these particular users and roles, or you can modify them to better suit your business needs. 144 PeopleSoft Proprietary and Confidential

165 Chapter 7 Managing Orders and Quotes User ID Role Name Role Description Access OCADMIN Order Capture Admin Administrator All Order Capture functionality, including the ability to set up Order Capture, but minus the ability to remove holds. OCMGR Order Capture Manager Manager All Order Capture functionality, including the ability to remove holds but minus the ability to set up Order Capture. OCREP Order Capture Rep contact All Order Capture functionality, except for 1) the ability to remove holds placed on orders, and 2) the ability to do set up. Note. To modify permissions for these delivered user roles, navigate to PeopleTools, Security, Permissions & Roles, Roles. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Security and User Preferences Support for Industry-Specific Dynamic Events PeopleSoft Order Capture supports business event logic, in the form of application class sets. These events are used out-of-the-box in applications like PeopleSoft CRM for Communications. Supported Event Description Product Pre-qualification This event fires after product and site information has been entered on the order line. The event fires on the first server trip following product and site entry on the order form. Order Pre-qualification This event fires after the CSR clicks the Save button. This event allows for logic that pre-processes an order before final changes are saved to the database. PeopleSoft Proprietary and Confidential 145

166 Managing Orders and Quotes Chapter 7 See Also Chapter 3, Setting Up Order Capture, Creating Dynamic Events, page 32 PeopleSoft CRM for Communications, Setting Up Order Capture in PeopleSoft CRM for Communications, Pre-Order Line Qualification in PeopleSoft CRM for Communications Customer Connection, Understanding Application Classes in PeopleSoft Order Capture and PeopleSoft Order Capture Self Service. 146 PeopleSoft Proprietary and Confidential

167 CHAPTER 8 Working With Smart Views for Order Capture This chapter provides an overview of PeopleSoft Order Capture smart views, and explains how to: Set up smart views for Order Capture UsesmartviewsforOrderCapture Understanding PeopleSoft CRM Smart Views CRM Smart Views are dynamic and interactive analytic reports. Smart views give you the ability to view and organize data in a wide variety of ways and therefore allows for a more intensive overview of your collaborative selling activity. You can better manage your collaborative selling activities by using smart views for Order Capture. In PeopleSoft Order Capture smart views, you can move around data elements on a report and view the report using different dimensions in real-time. You can filter the smart view data by selecting a single value for any dimension. You can also limit the smart view so it displays orders or quotes for one customer only. Looking at reports from different angles and perspectives affords an opportunity to gather valuable information about your business. Smart views can be saved, exported to Microsoft Excel, or printed as hardcopies. While you can be interactive with smart views by moving around data elements (dimensions), the changes you make on the reports do not affect the CRM database where the data originated. Order Capture Smart Views PeopleSoft CRM Order Capture delivers four smart views: Order Revenue (for a single business unit). Order Metrics (for a single business unit). Enterprise Order Revenue (for all business units). Enterprise Order Metrics (for all business unit). Enterprise reports can analyze data across the enterprise or by specific business unit. Regular reports are restricted to individual business units. Depending upon the role assigned, users will have access to either the two Enterprise Smart View reports or the two regular smart view reports. Note. If a user has access to the two Enterprise smart views then that user can view analytics for specific business units, as well as the entire enterprise. PeopleSoft Proprietary and Confidential 147

168 Working With Smart Views for Order Capture Chapter 8 Access to smart views in PeopleSoft Order Capture is determined by user role. It is therefore possible to restrict access to enterprise-wide smart view information. Review the following table for a list of smart views that can be launched by each predefined PeopleSoft Order Capture role. Role Enterprise Order Revenue Enterprise Order Metrics Order Revenue for Single Business Unit Order Metrics for Single Business Unit OCADMIN No No No No OCMGR Yes Yes Yes Yes OCREP No No No No Setting Up Smart Views for Order Capture This section explains how to set up your order capture smart views. PeopleSoft Order Capture Smart Views There are four smart views for PeopleSoft Order Capture that must be set up from within the Analytics Installation Options component. You must set up the Model Definition, Query Definition, and Data Source Definition for each of the following: CR_RO_ORD_METRICS_BU (Order Metrics for single business unit) CR_RO_ORD_REVENUE_BU (Order Revenue for single business unit) CR_RO_ORD_METRICS (Enterprise-wide Order Metrics) CR_RO_ORD_REVENUE (Enterprise-wide Order Revenue) Note. The Query Definition page should not require any changes during installation. However, the Model Definitions page requires updates at installation before you can run a PeopleSoft Order Capture smart view. Use the Model Definitions page to define the Smart Views server name as well as other locations that the runtime uses to launch smart views. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up and Using SmartViews Using Smart Views for Order Capture This section provides an overview of the delivered Order Capture smart views. 148 PeopleSoft Proprietary and Confidential

169 Chapter 8 Working With Smart Views for Order Capture When you access a smart view directly from the menu navigation, a run control page appears. You enter the report criteria on this page. Default values for all fields are based on the run control that you last used; if you do not need to change the criteria, one click will take you to the smart view. Alternatively, you can select a different run control (which updates the default values for the other fields), or you can directly edit the criteria fields. Profiles are stored by user, which means that users who repeatedly use the same criteria can enter that criteria once. The run control criteria (all fields except the run control name) are shared across all Order Capture smart views. This means that when a run control is created while running a single Order Capture smart view, it is still available for all other smart views. Dimensions The Smart View is a combination of Dimensions and Data Cubes. Dimensions are static categories by which you group data, whereas the data cubes show the actual statistics. You can personalize the look of the smart view by dragging and dropping the dimensions. Following are the available dimensions for PeopleSoft Order Capture smart views: Currency Business Unit Channel Months Region Capture Type Capture Status Choose the type of currency. You can view only a single currency at a time from within a smart view. All orders and quotes are captured in the base currency. If you want to see all orders or quotes that were captured in US Dollars, you must select USD as the currency, and the orders will be converted into US Dollars. If you want to see all of the orders and quotes captured in Euros then you must select Euros as the currency. Select All Business Units, or choose a specific business unit. Select all capture channels, or a single capture channel such as Phone. Select the month for which you want to view data. You can select All Months if you want to view all of the data. Select the geographic region. This is the region associated with the Sold To customer. This may not be defined for all orders and quotes so a unique selection of Not Specified is used to show the data associated with orders and quotes without a region defined for the Sold To customer. Select either All Captures, Order, orquote. If you only want to view orders, select Order. If you only want to view quotes, select Quotes. Select All Capture Types if you want to see both orders and quotes. Select the status of the orders or quotes. For example, you could choose All, Canceled, Hold, Open, orpending. PeopleSoft Proprietary and Confidential 149

170 Working With Smart Views for Order Capture Chapter 8 Pages Used to Launch Order Capture Smart Views Page Name Object Name Navigation Usage Order Revenue CR_RO_ORD_REVENUE_BU Orders and Quotes, Smart View, Order Revenue Order Metrics CR_RO_ORD_METRICS_BU Orders and Quotes, Smart View, Order Metrics Enterprise Order Revenue CR_RO_ORD_REVENUE Orders and Quotes, Smart View, Enterprise Order Revenue Use this page to launch the Order Revenue Smart View and view revenue information for a specific business unit. Use this page to launch the Order Metrics Smart View and view metrics for a specific business unit. Use the Enterprise Order Revenue page to launch the Enterprise Order Revenue Smart View. You can select values and adjust dimensions to give an overall view of the enterprise. You can also view revenue information by business unit. Enterprise Order Metrics CR_RO_ORD_METRICS Orders and Quotes, Smart View, Enterprise Order Metrics Use the Enterprise Order Revenue page to launch the Enterprise Order Metrics Smart View. You can select values and adjust dimensions to give an overall view of the enterprise. You can also view metrics by business unit. Using the Order Revenue Smart View Access the Order Revenue page. Note. Use the run control criteria of Start Date and End Date to access this smart view. 150 PeopleSoft Proprietary and Confidential

171 Chapter 8 Working With Smart Views for Order Capture Order Revenue Smart View Note. These data elements (cubes) on this page are common to both Enterprise Order Revenue (for multiple business units) and Order Revenue for a single business unit. Number of Captures Capture Amount Quotes Converted to Orders % Quotes Converted to Orders Shows the total number of orders and quotes captured by the system for the dimensions currently selected. Shows the total value of the captures, in the selected currency for the dimensions currently selected. Shows the total number of quotes converted to orders for the dimensions currently selected. Shows the total number of quotes converted to orders divided by the total number of quotes for the dimensions currently selected. Using the Order Metrics Smart View Access the Order Metrics page. Note. Use the run control criteria of Start Date and End Date to access this smart view. PeopleSoft Proprietary and Confidential 151

172 Working With Smart Views for Order Capture Chapter 8 Order Metrics Smart View Note. The following data elements (cubes) are common to both the Enterprise Order Metrics smart view (for multiple business units) and Order Metrics smart view (for a single business unit). Number of Captures Avg Price per Capture Avg Discount per Capture Avg Lines per Capture Shows the total number of orders and quotes captured by the system for the dimensions currently selected. Shows the average price of captured orders. It is the cumulative total revenue amount of all captures divided by the cumulative number of captures for the current dimensions. Shows the average discount applied to your orders. The average discount per capture is (the cumulative total price minus the cumulative net price) divided by the cumulative number of captures for the current dimensions. Shows average lines per capture, which is the cumulative total of all capture lines divided by the cumulative number of captures for selected dimensions. Using the Enterprise Order Revenue Smart View Access the Enterprise Order Revenue page. Note. Use the run control criteria of Start Date and End Date to access this smart view. The Enterprise Order Revenue smart view essentially offers the same view as the Order Revenue smart view but shows the data across all business units. Using the Enterprise Order Metrics Smart View Access the Enterprise Order Metrics page. Note. Use the run control criteria of Start Date and End Date to access this smart view. 152 PeopleSoft Proprietary and Confidential

173 Chapter 8 Working With Smart Views for Order Capture The Enterprise Order Metrics smart view offers the same view as the Order Metrics smart view but shows the data across all business units. PeopleSoft Proprietary and Confidential 153

174 Working With Smart Views for Order Capture Chapter PeopleSoft Proprietary and Confidential

175 PART 3 PeopleSoft Order Capture Self Service Chapter 9 Defining Order Capture Self Service Business Units Chapter 10 Setting Up Order Capture Self Service Chapter 11 Using Order Capture Self Service

176

177 CHAPTER 9 Defining Order Capture Self Service Business Units The following chapter explains how to define your PeopleSoft Order Capture Self Service business units. Understanding PeopleSoft Business Units A business unit is an operational subset of your organization. Each business unit has its own way of storing information and possesses its own processing guidelines. You can use one business unit for all cases, or you can divide your operations based on whatever criteria makes the most sense. For example, you could create business units for different product lines or regions. Note. PeopleSoft implementation personnel can also help you define your appropriate business unit structure The following list portrays the basic order in which your PeopleSoft business units can be defined: 1. Define global PeopleSoft business units, if you run multiple PeopleSoft applications. 2. Define PeopleSoft CRM business units. 3. Define PeopleSoft Order Capture Self Service business units 4. Link PeopleSoft business units and PeopleSoft CRM business units to PeopleSoft Order Capture Self Service. Note. Before you create multiple order capture business units, be sure you understand the concept of tableset controls, the mechanism used to determine valid values for fields on transactional pages. Understanding Self Service Business Units PeopleSoft Order Capture Self Service business units provide the necessary defaults that enable self-service transactions, such as order creation and order tracking. Note. Where applicable, business unit definition records must be synchronized across all systems. Business unit definitions created in PeopleSoft CRM are available in PeopleSoft Supply Chain Management. For fulfillment purposes, PeopleSoft Order Management and PeopleSoft Inventory business unit definitions must also be made available to PeopleSoft CRM. To synchronize business unit records across your business enterprise, use the Business Unit EIP (enterprise integration point). PeopleSoft Proprietary and Confidential 157

178 Defining Order Capture Self Service Business Units Chapter 9 Defining Order Capture Self Service Business Units In this section, we discuss how to create business units for PeopleSoft Order Capture Self Service. There are two pages that comprise the order capture business unit definition component: Order Capture Definition (BUS_UNIT_RO1). Self Service Options (BUS_UNIT_RO2). You must first define business unit settings on the first of these, the Order Capture Definition page. See Also Chapter 2, Defining Order Capture Business Units, Defining Order Capture Business Units, page 16 Pages Used to Establish Peoplesoft Order Capture Self Service Business Units Page Name Object Name Navigation Usage Order Capture Definition BUS_UNIT_RO1 Set Up CRM, Business Unit Related, Order Capture Definition, Business Unit Self Service Options BUS_UNIT_RO2 Set Up CRM, Business Unit Related, Order Capture Definition, Self Service Creating an Order Capture Self Service Business Unit Access the Self Service Options page by clicking the Self Service tab: Create order capture business units, update existing business units, and establish default business units. Establish valid credit cards, carriers, Ship To countries, and other business unit defaults for Order Capture Self Service. 158 PeopleSoft Proprietary and Confidential

179 Chapter 9 Defining Order Capture Self Service Business Units Self Service Options page First, define your Valid Cards, Valid Carriers, and Valid Ship To Countries. Identify the Default Carrier in the Valid Carriers group box. These values will then be available for selection in the appropriate drop-down. Self Service Quick Entry Fields Review Days Show Phone Country Code Enter the number of blank rows available by default when users select the Quick Order Entry option. Enter the number of default days you want to make viewable to users when they first view order and quote status. Select this check box if you want to display country codes in the phone numbers within the Address Book. PeopleSoft Proprietary and Confidential 159

180 Defining Order Capture Self Service Business Units Chapter 9 Add a New Note Use Accounts Telephone, Address Select this check box if you want the ability to add notes and attachments to the order in Order Capture Self Service. If you leave the box unselected, you will not be able to add notes to the order. Select this check box to display the additional payment option of Accounts in the billing payment section of the order. If the box is unchecked, this billing payment subtab will not appear on the order. Enter a telephone and address. The default values entered here are displayed to users when viewing the status of their orders. For example, as a consequence, self-service users might see the following: If you have questions, contact us at @message.com or call us at Note. For credit card authorization purposes, CyberSource requires a telephone number and an address. To guarantee processing, PeopleSoft CRM submits these defaults to CyberSource when an or phone number was not defined for the person for whom an order was created. Default Self-Service Source Enter an informational code that identifies the source of the order. Every order generated in PeopleSoft Order Capture Self Service has the source code that you define here. Note. If you have both Order Capture and Order Capture Self Service, this allows you to differentiate orders that were captured via the web channel from orders entered by a CSR or sales representative within your organization. 160 PeopleSoft Proprietary and Confidential

181 CHAPTER 10 Setting Up Order Capture Self Service This chapter provides a checklist of steps required to set up PeopleSoft Order Capture Self Service. Since most of this involves setting up options that are also required for PeopleSoft Order Capture, we have referenced that documentation here using direct links. Once you have defined your self service business units, PeopleSoft Order Capture Self Service requires that you set up each of the following, preferably in the order listed: Products. Pricing. Catalogs. Order Capture Setup Workbench options. Order Capture Capture Type Workbench options. Order Capture Integration Workbench options. Carrier definitions. Credit cards. Tax provider options. Consumer/business registration Anonymous user access (GUEST user) Note. Each of these setup elements are explained in detail in the following sections. PeopleSoft Proprietary and Confidential 161

182 Setting Up Order Capture Self Service Chapter 10 See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Products PeopleSoft Enterprise Pricer, Getting Started with PeopleSoft Enterprise Pricer, Setting Up PeopleSoft Enterprise Pricer PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Creating Catalogs Chapter 3, Setting Up Order Capture, Using the Setup Workbench, page 26 Chapter 3, Setting Up Order Capture, Using the Capture Type Workbench, page 44 Chapter 3, Setting Up Order Capture, Using the Integration Workbench, page 56 Chapter 3, Setting Up Order Capture, Setting Up Freight (Carriers) Integration, page 62 Chapter 3, Setting Up Order Capture, Setting Up Credit Card Integration, page 61 Chapter 3, Setting Up Order Capture, Defining Tax Integration Options, page 65 PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Customer Self-Service PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Security and User Preferences, Implementing Self-Service Security 162 PeopleSoft Proprietary and Confidential

183 CHAPTER 11 Using Order Capture Self Service This chapter provides an overview of PeopleSoft Order Capture Self Service, and explains how to capture orders or quotes. Specifically, we explain how to: Select products. UseQuickEntry. Use the Shopping Cart. Manage Checkout. View order or quote status. Identify delivered user IDs and roles. Identify supplemental pagelets. Understanding PeopleSoft Order Capture Self Service PeopleSoft Order Capture Self Service delivers an intuitive interface that allows consumer users, company representatives, and brokers to easily create and manage their own orders and quotes via the web channel. PeopleSoft Order Capture Self Service synchronizes with PeopleSoft Order Capture to allow self service users to track all orders, whether created by a customer service representative, an agent through the call center, or by themselves through the web. PeopleSoft Order Capture Self Service works in conjunction with the following CRM features, some of which are common to all self service applications, and others which specifically complement this application: Security elements, including the defining of user roles and associated permissions. Address Book. SignIn. Registration. Profile Maintenance. Contact Us and Chat. Attributes. Product Catalog. Search Catalog. PeopleSoft Advisor PeopleSoft Proprietary and Confidential 163

184 Using Order Capture Self Service Chapter 11 PeopleSoft Configurator Note. Functionality common to both Order Capture and Order Capture Self-Service such as Integration with order fulfillment, pricing, freight and tax integration is documented in previous chapters of the PeopleSoft 8.8 CRM Collaborative Selling PeopleBook. The common business processing logic between PeopleSoft Order Capture and PeopleSoft Order Capture Self Service can be found in the Managing Orders and Quotes chapter of this PeopleBook. See Also PeopleSoft 8.8 CRM Advisor PeopleBook, Using PeopleSoft Advisor PeopleSoft 8.8 Configurator for CRM, Integrating With PeopleSoft Configurator Selecting Products There are several ways by which the end user can select products for PeopleSoft Order Capture Self Service. This section identifies the entry points for product-related pages: Catalog Selection. Catalog. Search Catalog. ProductDetails. Product Comparison. QuickEntry. PeopleSoft Advisor. PeopleSoft Configurator. 164 PeopleSoft Proprietary and Confidential

185 Chapter 11 Using Order Capture Self Service Pages Used to Select Products Page Name Object Name Navigation Usage Catalog Selection RB_CATALOG BrowseCatalog Shopping Cart, Continue Shopping link Product Catalog RB_CATALOG On the Browse the Catalog page, click a catalog link. Product Details RB_PROD_DTL On the Catalog page, click a product link. Product Comparison RB_CATALOG On the Catalog page, select up to three Compare this check boxes. Click the Add Selected to Compare Pad button. PeopleSoft Advisor RAD_ADVISOR _RUN On thecatalogpage, click the Product Advisor link Browsing a Catalog Access the Browse the Catalog page. Usethispagetoviewall products in the catalog and select a product for order or quote capture. Usethispagetoviewand select a product. Usethispagetoview product details, select a quantity, change units of measure, and add the product to the Shopping Cart. Usethispagetocompareas many as three products. Usethispagetolaunchthe PeopleSoft Advisor, and retrieve a recommendation. Browse the Catalog page Choosing a Product Access a Catalog page. PeopleSoft Proprietary and Confidential 165

186 Using Order Capture Self Service Chapter 11 Catalog Compare this, Add Selected to Compare Pad Click here for Product Advisor Select more than one Compare this check box; click Add Selected to Compare Pad, and the system will compare up to three products at a time. This is based on the display template set up for product catalogs. Click this link to launch the PeopleSoft Advisor recommendation engine. PeopleSoft Advisor asks a series of questions that are designed to return a recommendation to the buyer. See Also Using PeopleSoft Advisor Viewing Product Details Access the Product Details page. Note. You can access Product Details from several pages including the Catalog, Shopping Cart, Checkout, and Order/Quote Status. 166 PeopleSoft Proprietary and Confidential

187 Chapter 11 Using Order Capture Self Service Product Details page Comparing Products Access the Product Comparison page. PeopleSoft Proprietary and Confidential 167

188 Using Order Capture Self Service Chapter 11 Product Comparison page Launching PeopleSoft Advisor Click on the Launch Product Advisor link to access the first PeopleSoft Advisor recommendation dialog page. 168 PeopleSoft Proprietary and Confidential

189 Chapter 11 Using Order Capture Self Service PeopleSoft Advisor page See Also PeopleSoft 8.8 CRM Advisor PeopleBook, Using PeopleSoft Advisor Using Quick Entry There are two ways to access the Shopping Cart. You can enter from Product Details, as explained in the previous section, or via Quick Entry. Quick Entry is intended for users familiar with the products they order. Quick Entry delivers a simple form to support speedy entry of product information. Note. By default, Quick Entry is set up for business users. It can be added to the menu for consumers as well. Page Used for Quick Entry of Orders (and Quotes) Page Name Object Name Navigation Usage Quick Entry RE_QUICK_ENTRY Click the Quick Entry link on the Main Menu. Selecting Products Quickly Access the Quick Entry page. Usethispagetorapidly create orders or quotes where you are familiar with the product ID. PeopleSoft Proprietary and Confidential 169

190 Using Order Capture Self Service Chapter 11 Quick Entry page Product ID Enter the Product ID. Quantity Enter a quantity. If you do not select a quantity, a quantity of 1 defaults into the Shopping Cart. Units Notes Enter either the UOM code (such as ea.) or the UOM Description (such as each). Add notes here and they appear for the specified product once you are in the Shopping Cart. Using the Shopping Cart The Shopping Cart displays all the products you have chosen for your order or quote. You can perform all of the following operations from the shopping cart: Update quantity and recalculate price. Configure products or packages. Add notes and attachments to an order. Remove products. Proceed to checkout. 170 PeopleSoft Proprietary and Confidential

191 Chapter 11 Using Order Capture Self Service Pages Used to Work from the Shopping Cart Page Name Object Name Navigation Usage Shopping Cart RE_CART Quick Entry, click Add to Cart button. Browse Catalog, Select product, Click Add to Cart or Apply Changes button. Checkout, Click Change Order link. Convert Order to Order, Order Again. Usethispagetoviewthe contents of the shopping cart, and then proceed to checkout. (If portal pack is installed) Shopping Cart pagelet, Click Checkout. Delete Confirmation RX_DELETE_CONFIRM Clickthe RemovefromCart link in the Shopping Cart. Shopping Cart, Notes & Attachments, Click Delete Attachments. Notes & Attachments RE_NOTES Shopping Cart, Add Notes & Attachments Notes & Attachment link. Usethispagetoconfirm the removal of products (or notes and attachments) from the Shopping Cart. Usethispagetoaddanote or an attachment to the products being ordered. Working From Within the Shopping Cart Access the Shopping Cart page. Shopping Cart page Click on the product name link to view Product Details. Qty Update quantity of a product. Click the Recalculate button to determine new total charges. PeopleSoft Proprietary and Confidential 171

192 Using Order Capture Self Service Chapter 11 Remove Click the Remove link or the Trash icon to remove the line item from the Shopping Cart. Click the Recalculate button to determine new total charges. (When applicable) Click on this icon to configure this dynamic package. Once the product is configured, the background to this icon changes to a light blue color. See PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Products, Defining Product Packages. (Where applicable) Click on this icon to fully configure this product. Once the product is configured, the background to this icon changes to a light blue color. See PeopleSoft 8.8 Configurator for CRM, Integrating With PeopleSoft Configurator, Using PeopleSoft Configurator. Recalculate Checkout Continue Shopping Click this button to recalculate the price when you have made changes to your selection, such as increasing or reducing the quantity of a product, or removing a product. Proceed to Checkout. Return to the Product Catalog and select more products. If you choose to continue shopping, the system remembers the contents of your shopping cart. Note. When you have a configurable product or package in your shopping cart, it must be configured before you proceed to checkout. If a product has required attributes, you must specify the attribute value before you can checkout. Deleting Products from the Shopping Cart Click the Remove link on the Shopping Cart to access the Delete Confirmation page where you delete Shopping Cart contents. Delete Confirmation page Adding Notes or Attachments Access the Shopping Cart: Notes & Attachments page. 172 PeopleSoft Proprietary and Confidential

193 Chapter 11 Using Order Capture Self Service Notes & Attachments page See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Working With Notes Managing Checkout From Checkout, you can perform several key functions. These include the ability to: Choose Shipping Options. Change Shipping Address. Recalculate Shipping Charges. Access the Multiple Shipments page, request multiple ship dates, or request multiple shipping methods. Enter payment information. View or change attributes, where defined for a product. Review notes and attachments before submitting the order or quote. Changeanorder. Submit an order, if the user has the correct permissions. Save a quote, if the user has the correct permissions. PeopleSoft Proprietary and Confidential 173

194 Using Order Capture Self Service Chapter 11 Return to the Shopping Cart. Pages Used for Managing Checkout Page Name Object Name Navigation Usage Checkout RE_SUMMARY Shopping Cart, Click Checkout button. Use this page to manage shipping, product, and payment information. Multiple Shipments RE_DESTINATION Checkout, Multiple Shipments Link. Notes & Attachments Summary RE_NOTE_SUMMARY Checkout: Shipments and Payments, View Notes & Attachments link. Order/ Quote Details, Click View Notes & Attachments link. Attributes RE_ATTR_RUNTIME Checkout, Click Attributes link on a Product line. Order/Quote Confirmation RE_STATUS Checkout, Click the Submit Order button or the Save as Quote button. OrderChange RX_PROCEED_CONFIRM Checkout, Click on Change Order link (from a quote). Use this page to create more than one shipment destination for the order. This page is a display-only list of notes and attachments on the order. Usethispagetoenter product attributes, where attributes are allowed for a product. This page displays order/quote confirmation. This page appears when the user wants to change an order that was derived from a quote. When you change an order, all special pricing for quotes is lost, and it becomes necessary to add this confirmation page. Managing Shipping, Product, and Payment Options from Checkout Access the Checkout page. 174 PeopleSoft Proprietary and Confidential

195 Chapter 11 Using Order Capture Self Service Checkout: Shipping and Payment page (1 of 2) PeopleSoft Proprietary and Confidential 175

196 Using Order Capture Self Service Chapter 11 Checkout: Shipping and Payment page (2 of 2) Shipment Multiple Shipments Change Address Select Shipping Method Request Arrival Date Single Shipment Ship as Items Available Click this link to access the Multiple Shipments page and send the products contained in the order to different locations, or via different shipping methods. Of course, this assumes that there is more than one product. In order to create multiple shipments for the same product, enter the product and appropriate quantity into the cart twice. Change the Shipping Address, Billing Address, or the Site Address. Choose your preferred carrier from the drop-down list. Choose your preferred date of arrival. Choose this option to disallow partial shipments for this order. Choose this option to allow partial shipments. Note. Partial shipments may increase freight charges. Product Click on the product hyperlink to view product details. On the product details page you can change quantity or click on a button to either view or configure a configurable product, or view or change attributes for a product with attributes. 176 PeopleSoft Proprietary and Confidential

197 Chapter 11 Using Order Capture Self Service Invoice Payment, Account Payment, Credit Card Payment Info Enter Payment information here. Enter a purchase order number if you are paying by invoice. Enter an Account number if you are ordering a service that can be billed to a service account, such as a Cable Television account. Enter credit card information if payment is by credit card. Note. The payment method that displays is based on the defined customer/consumer as well as the preferred payment method established on their record. Comments Submit Order Save as Quote Change Order/Change Quote Enter order-level comments. Click this button to submit the order for processing. You will receive an Order Confirmation. Click this button to save as a quote. You will receive a Quote Confirmation. Click Change Order or Change Quote to return to the Shopping Cart and make changes. Handling Multiple Shipments If there are two or more order lines in the Shopping Cart, you can divide shipments. Select the product you want to designate for a separate shipment on the Multiple Shipments page. Click the New Shipment button to request a new shipment. Once you enter a new shipment request, the New Shipment button changes to an Undo Shipment button. Note. You cannot split a single line into two shipments. Also, you also cannot ship components of a single package separately. Accessing and Changing Product Attributes If available for that product, access the Attributes page by clicking on the Attributes icon next to a product. Fields on the Attributes page are dynamic. You define the attributes that are necessary for the products that you sell. Attributes are an optional feature. Attribute groups allow you to associate a different set of attributes to different sets of products. See Also PeopleSoft 8.8 CRM Application Fundamentals PeopleBook, Setting Up Products, Defining Attributes Submitting an Order or Saving a Quote The self-service user receives an order or quote confirmation after having submitted an order, or after saving a quote for later. Changing Orders When a user converts a quote to an order, it becomes a real time order with a guaranteed price. If you make any changes to the quote prior to converting to an order, the pricing is no longer guaranteed, and you receive this warning: PeopleSoft Proprietary and Confidential 177

198 Using Order Capture Self Service Chapter 11 Order Change (warning) page Viewing Order or Quote Status You can find orders or quotes in the PeopleSoft CRM System. Order Status and Quote Status menu items allow you to: Search for orders or quotes. View order or quote status details. Copy an order. Convert a quote to an order. Trackshipments. PagesUsedtoViewOrderorQuoteStatus Page Name Object Name Navigation Usage Order Status RE_ORD_SEARCH Order Status. Use this page to search for orders in the system. OrderDetails RE_STATUS Order Status, Click on an Order. Use this page to view line information for orders. You can also copy this order to the shopping cart. Quote Status RE_QUO_SEARCH Quote Status. Use this page to search for quotes in the system. Quote Details RE_STATUS Quote Status, Click on a Quote. Searching for Orders Access the Order Status page from the main menu. Use this page to view line information for quotes. You can also convert this quote to an order. 178 PeopleSoft Proprietary and Confidential

199 Chapter 11 Using Order Capture Self Service Order Status page Note. These two screenshots display either the Order Status or Quote Status page as it would be seen when the Advanced Search link is clicked. The Contact Us information in the page message above is associated to the business unit, and can be omitted or modified (during setup) as appropriate. Search, Advanced Search Order Status ClicktheSearchbuttontosearchbydateorclicktheAdvancedSearchlinkto search for orders either by Order Number, Customer PO, or Order Status. Search for orders by one of the following order status conditions: Canceled, Complete, Hold, In Process, Open or Pending. Viewing Order Details Access the Order Status - Order Details page. Note. In order to view order details for orders that have originated externally, an external link must be defined on the Order Capture Setup Workbench. PeopleSoft Proprietary and Confidential 179

200 Using Order Capture Self Service Chapter 11 Order Details page (1 of 2) Order Details page (2 of 2) Order Number Status Displays the PeopleSoft Order number or Quote Number. Displays the current status of the order or quote. 180 PeopleSoft Proprietary and Confidential

201 Chapter 11 Using Order Capture Self Service Shipment Product Shipment information appears here. Links for tracking orders appear here. When you click on the Track Shipment link you will transfer to the shipment provider, where you will be able to view the status of your package(s). Click on the product to view the product details. Click on the Change Address icon to change the associated Billing Address. Note. Depending on the fulfillment system with which you integrate, products or packages within packages may display their statuses individually and not as a package. Order Again Click the Order Again button to copy this order to the shopping cart. Searching for Quotes Access the Quote Status page. Note. Your original order will not undergo any change. Quote Status page Quote Due Date Expiration Date This is the date that the quote must be captured before the quote automatically expires. This is the date after which the quote is no longer valid. Note. Advanced Quote Status Search Criteria are slightly different from advanced Order Status Search Criteria. Viewing Quote Details FromQuoteStatus,clickonaQuoteNumberlinkintheQuotessectiontoviewQuoteDetails. Converting a Quote to an Order Click the Submit as Order button on the Quote Details page to convert a quote to an order. You can add or remove products prior to conversion, but this will cause the quote to lose its special pricing (if applied) and be re-priced. You can also change shipping destination as well. PeopleSoft Proprietary and Confidential 181