PeopleSoft Enterprise CRM For Higher Education 9.1 PeopleBook
PeopleSoft Enterprise CRM forHigher Education 9.1 PeopleBookOctober 2009
PeopleSoft Enterprise CRM for Higher Education 9.1 PeopleBookSKU crm91pbr0Copyright 2001, 2009, Oracle and/or its affiliates. All rights reserved.Trademark NoticeOracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of theirrespective owners.License Restrictions Warranty/Consequential Damages DisclaimerThis software and related documentation are provided under a license agreement containing restrictions on use anddisclosure and are protected by intellectual property laws. Except as expressly permitted in your license agreement orallowed by law, you may not use, copy, reproduce, translate, broadcast, modify, license, transmit, distribute, exhibit,perform, publish or display any part, in any form, or by any means. Reverse engineering, disassembly, or decompilationof this software, unless required by law for interoperability, is prohibited.Warranty DisclaimerThe information contained herein is subject to change without notice and is not warranted to be error-free. If you findany errors, please report them to us in writing.Restricted Rights NoticeIf this software or related documentation is delivered to the U.S. Government or anyone licensing it on behalf of the U.S.Government, the following notice is applicable:U.S. GOVERNMENT RIGHTSPrograms, software, databases, and related documentation and technical data delivered to U.S. Governmentcustomers are "commercial computer software" or "commercial technical data" pursuant to the applicableFederal Acquisition Regulation and agency-specific supplemental regulations. As such, the use, duplication,disclosure, modification, and adaptation shall be subject to the restrictions and license terms set forth in theapplicable Government contract, and, to the extent applicable by the terms of the Government contract, theadditional rights set forth in FAR 52.227-19, Commercial Computer Software License (December 2007).Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.Hazardous Applications NoticeThis software is developed for general use in a variety of information management applications. It is not developed orintended for use in any inherently dangerous applications, including applications which may create a risk of personalinjury. If you use this software in dangerous applications, then you shall be responsible to take all appropriate fail-safe,backup, redundancy and other measures to ensure the safe use of this software. Oracle Corporation and its affiliatesdisclaim any liability for any damages caused by use of this software in dangerous applications.Third Party Content, Products, and Services DisclaimerThis software and documentation may provide access to or information on content, products and services from thirdparties. Oracle Corporation and its affiliates are not responsible for and expressly disclaim all warranties of any kindwith respect to third party content, products and services. Oracle Corporation and its affiliates will not be responsible forany loss, costs, or damages incurred due to your access to or use of third party content, products or services.
ContentsPrefacePeopleSoft CRM for Higher Education Preface . viiPeopleSoft Application Fundamentals . viiPeopleSoft CRM Automation and Configuration Tools . viiiPeopleSoft Enterprise CRM Business Object Management . ixPeopleSoft Enterprise CRM Product and Item Management . ixPeopleTools PeopleBooks . xPeopleBooks and the Online PeopleSoft Library . xChapter 1Getting Started with PeopleSoft CRM for Higher Education . 1PeopleSoft CRM for Higher Education Business Process . 1PeopleSoft CRM for Higher Education Integrations . 4PeopleSoft CRM for Higher Education Implementation . 6Chapter 2Recruiting Students . 9Overview of the Student Recruiting Process . 9Using Prospective Student Import . 9Pages Used With Prospective Student Import . 10Understanding Prospective Student Import . 10Understanding Prospect and Test Score Importing . 11Understanding Staging . 14Populating the Staging Area . 17Managing Import Batches . 19Running the Import and Purge Processes . 19Understanding the Import Process . 26Understanding the Purge Process . 36Managing Import Rows . 38Using the Search/Match Capability . 43Understanding Search/Match . 43Setting Up Search/Match . 44Pages Used to Set Up Search/Match . 44Copyright 2001, 2009, Oracle and/or its affiliates. All Rights Reserved.iii
ContentsDefining Search Match Rules .Defining Parameters .Using the Search/Match Test Harness .Defining Result Action Configuration .Setting Up Prospect Import Mapping .Manually Creating Suspects and Prospects .Pages Used to Manually Create Suspects and Prospects .Viewing Personal Information .Defining Academic Career Details .Defining the Academic Program and Plan .Viewing Last School Attended Information .Viewing Constituent Test Scores .Custom Profiles .Constituent Data Security .Using Leads and Opportunities for Recruiting .Integrating with Campus Solutions .Page Used to Integrate With Campus Solutions .Syncing Control Tables .Syncing Constituent Information .Using Search/Match with PERSON BASIC SYNC .Campus Solutions Changes That Can Affect Academic Information and Lifecycle Status .444647505152525355565860616262636566687073Chapter 3Retaining Students . 75Understanding Student Retention .Using the Student Status Change Enterprise Integration Point (EIP) .Understanding the Student Status Change EIP .Building Audiences from Student Data .Understanding Remote Audience Definition .Pages Used to Build Audiences from Student Data .Defining a Remote Audience .75757576787979Chapter 4Working with the 360-Degree View . 83Understanding the 360-Degree View for CRM for Higher Education .Overview of the 360-Degree View for Higher Education .Consolidated, Actionable View .Users of the 360 Degree View .iv83848485Copyright 2001, 2009, Oracle and/or its affiliates. All Rights Reserved.
ContentsChapter 5Service Center for Higher Education . 87Overview of Service Center for Higher Education .The Request to Resolve Process .Understanding Service Center for Higher Education .Self Service Landing Page .Self Service Create Case .Self Service Manage Case .Seamless Navigation to Campus Solutions Transactions for Self-Service Users .Roles for Service Center for Higher Education .8787898990909191Index . 93Copyright 2001, 2009, Oracle and/or its affiliates. All Rights Reserved.v
PeopleSoft CRM for Higher EducationPrefaceThis preface discusses: PeopleSoft CRM application fundamentals. PeopleSoft CRM automation and configuration tools. PeopleSoft CRM business object management. PeopleSoft CRM product and item management. PeopleTools PeopleBooks.Note. This PeopleBook documents only page elements that require additional explanation. If a page elementis not documented with the process or task in which it is used, then either it requires no additional explanationor it is documented with common elements for the section, chapter, PeopleBook, or product line.PeopleSoft Application FundamentalsThe PeopleSoft Enterprise CRM 9.1 Application Fundamentals PeopleBook contains essential informationdescribing the setup and design of the PeopleSoft CRM system. This book contains important topics thatapply to many or all PeopleSoft applications across the PeopleSoft CRM product line.The PeopleSoft Enterprise CRM 9.1 Application Fundamentals PeopleBook contains these parts: CRM Multi-Product Foundation.This part discusses the design and setup of the PeopleSoft CRM system, including security considerations. Workforce Management.This part discusses how to administer workers who perform tasks such as support or field service inPeopleSoft CRM. It includes information on competency management and assigning workers to tasks. Interactions and 360-Degree Views.This part discusses how to manage interactions and set up and use the 360-degree view, a powerful toolthat enables users to view and work with any transaction or interaction that is associated with a customeror worker. Self-Service for Customers.This part discusses how to set up, administer, and use self-service applications for customers and workers. Relationship Management.This part discusses how system users manage their contacts and tasks.Copyright 2001, 2009, Oracle and/or its affiliates. All Rights Reserved.vii
Preface Entitlement Management.This part discusses setting up agreements and warranties. SmartViews.This part discusses how to set up and use SmartViews to manage key customer segments and accounts ina central environment.See AlsoPeopleSoft Enterprise CRM 9.1 Application Fundamentals PeopleBookPeopleSoft CRM Automation and Configuration ToolsThe PeopleSoft Enterprise CRM 9.1 Automation and Configuration Tools PeopleBook discusses automationand configuration tools that are common to multiple CRM applications. This is an essential companion toyour application PeopleBook.The PeopleSoft Enterprise CRM 9.1 Automation and Configuration Tools PeopleBook contains these parts: Correspondence Management.This part discusses the setup and application of manual notifications, automatic notifications and manualcorrespondence requests among CRM objects. Automation Tools.This part discusses PeopleSoft CRM workflow, the Active Analytics Framework (AAF), and scripts. Configuration Tools.This part discusses configurable search pages, configurable toolbars, attributes, display templates andindustry-specific field labels and field values. Knowledge Management.This part discusses the setup of Verity search. Business process management.This part provides information on the two different approaches to manage business processes inPeopleSoft CRM and discusses:viii The setup of the BPEL infrastructure to initiate and manage BPEL process instances. The setup of Business Process Monitor to view the status information of initiated BPEL processinstances. The setup of BPEL worklist integration to send CRM worklist entries (both notifications and actionitems) from BPEL processes. The setup and execution of business projects.Copyright 2001, 2009, Oracle and/or its affiliates. All Rights Reserved.
PrefaceSee AlsoPeopleSoft Enterprise CRM 9.1 Automation and Configuration Tools PeopleBookPeopleSoft Enterprise CRM Business Object ManagementThe PeopleSoft Enterprise CRM 9.1 Business Object Management PeopleBook discusses how to create andmanage customer and worker business objects in PeopleSoft CRM.The PeopleSoft Enterprise CRM 9.1 Business Object Management PeopleBook has these parts: Business Object Management Basics.This part provides an overview of the business object relationship model and discusses setting up roletypes, relationship types, and control values. Data Management for Organization Business Objects.This part discusses how to set up and manage companies, sites, and partner companies. Data management for Individual Business Objects.This part discusses how to set up and manage persons, including contacts and consumers, and workers. Business Object Management.This part discusses how to define and use business object searches, quick create, and the customeridentification framework to manage business objects. Customer and Worker Data Integrations.This part discusses how to integrate customer and worker data with other systems. PeopleSoft EnterpriseCRM 9.1 Business Object Management PeopleBook.See AlsoPeopleSoft Enterprise CRM 9.1 Business Object Management PeopleBookPeopleSoft Enterprise CRM Product and Item ManagementThe PeopleSoft Enterprise CRM 9.1 Product and Item Management PeopleBook discusses how to set upproducts in PeopleSoft Enterprise CRM, including installed products, product packages, and products that areservice offerings such as service agreements and warranties.See AlsoPeopleSoft Enterprise CRM 9.1 Product and Item Management PeopleBookCopyright 2001, 2009, Oracle and/or its affiliates. All Rights Reserved.ix
PrefacePeopleTools PeopleBooksCross-references to PeopleTools documentation refer to the PeopleTools 8.50 PeopleBooks.PeopleBooks and the Online PeopleSoft LibraryA companion PeopleBook called PeopleBooks and the Online PeopleSoft Library contains generalinformation, including: Understanding the PeopleSoft online library and related documentation. How to send PeopleSoft documentation comments and suggestions to Oracle. How to access hosted PeopleBooks, downloadable HTML PeopleBooks, and downloadable PDFPeopleBooks as well as documentation updates. Understanding PeopleBook structure. Typographical conventions and visual cues used in PeopleBooks. ISO country codes and currency codes. PeopleBooks that are common across multiple applications. Common elements used in PeopleBooks. Navigating the PeopleBooks interface and searching the PeopleSoft online library. Displaying and printing screen shots and graphics in PeopleBooks. How to manage the PeopleSoft online library including full-text searching and configuring a reverseproxy server. Understanding documentation integration and how to integrate customized documentation into the library. Glossary of useful PeopleSoft terms that are used in PeopleBooks.You can find this companion PeopleBook in your PeopleSoft online library.xCopyright 2001, 2009, Oracle and/or its affiliates. All Rights Reserved.
Chapter 1Getting Started with PeopleSoft CRM forHigher EducationThis chapter provides an overview of PeopleSoft Enterprise CRM for Higher Education and discusses: PeopleSoft CRM for Higher Education business processes. PeopleSoft CRM for Higher Education integrations. PeopleSoft CRM for Higher Education implementation.PeopleSoft CRM for Higher Education Business ProcessPeopleSoft CRM for Higher Education 9.1 delivers deep integration with PeopleSoft Campus Solutions forbest practices recruitment and retention business process flows. Additionally, a constituent contact centersolution along with a Constituent 360-Degree View provides your staff with the constituent insight they needto efficiently do their jobs.CRM Higher Education includes features in the following areas: Recruiting. Retention. Service Center for Higher Education. Constituent 360-Degree View.RecruitingWith more than 2.5 million students matriculating to a college campus for the first time each year, the roleand responsibility of admission and enrollment personnel in higher education has become increasingly criticalto the success of the institutions and the experience of the student.The recruitment funnel, where a high number of inquiries of prospective students from numerous entry pointsnarrows to and moves toward application and ultimately a smaller number of matriculated students, is startingearlier and lasting longer and requires targeted and accurate communication to move that prospective studentthrough the funnel successfully.Copyright 2001, 2009, Oracle and/or its affiliates. All Rights Reserved.1
Getting Started with PeopleSoft CRM for Higher EducationChapter 1To better align with the recruitment process of HE institutions and to provide recruiters with more of the toolsthey need to be successful, PeopleSoft CRM for Higher Education 9.1 is the system of record for recruiting.You can create prospective students (and their related academic information) manually in CRM for HigherEducation, have them self-register via the web, or load the information in bulk through the ProspectiveStudent Import feature.To facilitate recruiting, CRM for Higher Education includes features to better assign recruiters to suspects andprospects and to provide them with better data and contact management tools that they need to manage thoserelationships. Additionally, an Event Management module is available to help manage and market recruitingevents.Recruiting-related features include:2 Prospective Student Import: Allows the bulk import of suspects and prospects into CRM for HigherEducation. Prospective students can be loaded directly into CRM for Higher Education using the importfeature or sourced from the Campus Solutions test score loads. Manual Creation of Suspect and Prospects: You can manually create and maintain suspects and prospectsdirectly in CRM for Higher Education rather than having to create them in Campus Solutions and pushthem across. Search/Match Capability: Identifies potential duplicates for resolution when suspects and prospects areimported into CRM for Higher Education. Lead and Opportunity Enhancements: When a prospect is qualified from marketing activities, a lead istypically created in the Sales module and assigned to a recruiter. CRM for Higher Education 9.1 deliversan assignment group to support the automatic assignment of recruiters and recruiting teams for HigherEducation leads and opportunities. You can now assign recruiters by zip code of the last school attendedand by institution, career, program, and plan for a more specialized recruiter. The recruiter can thenfollow up on the lead and track the progress of the prospect through the multiple lead statuses available. Enhanced Integration with Campus Solutions:CRM for Higher Education provides a robust integrationbetween CRM and Campus Solutions for tracking the constituent lifecycle status from suspect to prospectto applicant to student to alumnus in order to ensure that recruiting, retention, and alumnuscommunications are targeted to the right audience. Features include: Control table loads (from CS to CRM): Setup information including academic structure, academictype and load, and school information is sent to CRM for Higher Education so that prospectivestudents can be created in CRM for Higher Education. Additionally, security constructs includinginstitution, career, program and plan security by user ID, and test ID security are sent to CRM forHigher Education so that PeopleSoft CRM for Higher Education respects the same security out of thebox as the Campus Solutions system. Incremental Syncs (from CS to CRM): To provide a real time update from Campus Solutions to CRMfor Higher Education, incremental syncs are included for prospect, applicant, and student data. Aschanges are made in Campus Solutions to the prospect, applicant, or student (including applicantstatus, change of program, plan, and so on), real time messages are sent to CRM so that CRM alwayshas the most up-to-date information about that constituent, ensuring accurately targetedcommunications. Test Score Publication (from CRM to CS) After an applicant is created in Campus Solutions, amessage is sent to CRM that determines whether that person already exists as a prospect and, if so,updates him or her to an applicant. Additionally, if CRM has captured any official or self-reported testscores, information related to the applicant, or both, that information is published to Campus Solutionsbecause it might be required as part of the application evaluation processCopyright 2001, 2009, Oracle and/or its affiliates. All Rights Reserved.
Chapter 1Getting Started with PeopleSoft CRM for Higher EducationPeopleSoft CRM for Higher Education 9.1 and Campus Solutions provide an end-to-end recruiting solutionthat enables tracking of the constituent life cycle from suspect through to alumnus with real-time integrationto ensure that any outbound communications (both internally and externally) are accurately targeted.See PeopleSoft Enterprise CRM 9.1 Event Management PeopleBook, "PeopleSoft Event ManagementPreface."RetentionThe cost of replacing a student is far higher than retaining one. Therefore, after you have recruited andenrolled the best set of applicants, you want to ensure that you retain them. In CRM for Higher Education 9.1,several features are included that enable higher education institutions to retain more students by deepeningtheir relationships using all the information they know about the students and by better resolving their issues.Features include: Leveraging Campus Solutions Data: To successfully retain students, you need to have access to thestudent data that gives you a better picture of what is going on with the student and whether he or she is atrisk. Some at-risk factors might be financial needs, decreasing GPA, and lack of participation in classes,clubs, and so on. You need to be able to identify these red flags that are typically stored in CampusSolutions and proactively reach out to the student before it is too late. In CRM for Higher Education 9.1,you can access student information in two ways: Student Enterprise Integration Point (EIP): This EIP sends student information, including studentprogram, plan, and status information (program actions and action reasons, such as withdrawn andtransferred out) from Campus Solutions to CRM for Higher Education. If a student's status changes orthe student changes programs or plans, then a real time message is sent to CRM for Higher Educationto reflect that change. Dynamic Access of Student Data: Rather than having to bring all of the student information to CRMfor Higher Education, this feature enables the enrollment manager to dynamically access student datawhen building an audience for a retention program. In this way, an institution can set up its definitionof an at-risk student on the Campus Solutions side and have CRM for Higher Education dynamicallyaccess that data when creating the audience. Now you can run retention programs to proactively reach out to these students. You can use surveys to learnmore about areas of dissatisfaction or concern and take action such as sending alerts to relevant staff andfaculty, setting up a meeting with the student, calling the student, or replying with a personalized email thatdirectly addresses the student's concerns. In addition to creating a two-way communication with the at-riskstudent, you can invite him or her to targeted retention events that provide face-to-face assistance.Service Center for Higher EducationTo address service delivery challenges for higher education institutions, PeopleSoft CRM for HigherEducation 9.1 delivers the Service Center for Higher Education, providing a centralized one-stop-shopinstitution-wide service solution. With this solution, you can differentiate your institution with an outstandingservice experience, reduce the cost to serve with streamlined service-delivery processes and prebuiltintegration, and ultimately leverage the positive service interaction to improve your higher educationinstitution's brand and retain constituents and employees.Copyright 2001, 2009, Oracle and/or its affiliates. All Rights Reserved.3
Getting Started with PeopleSoft CRM for Higher EducationChapter 1The Service Center for Higher Education delivers two contact centers in one: an employee and constituent ITHelpdesk and a constituent contact center across all phases of the constituent life cycle. The Service Centerfor Higher Education lever
PeopleSoft Enterprise CRM Business Object Management The PeopleSoft Enterprise CRM 9.1 Business Object Management PeopleBook discusses how to create and manage customer and worker business objects in PeopleSoft CRM. The PeopleSoft Enterprise CRM 9.1 Business Object Management PeopleB
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This PeopleBook refers to the following PeopleSoft application: PeopleSoft Enterprise Human Resources Manage Positions. PeopleSoft Enterprise HRMS Application Fundamentals Additional, essential information describing the setup and design of your system appears in a companion volume of documentation called PeopleSoft Enterprise HRMS Application .
Sage.CRM.WebObjectNamespace 11-7 Sage.CRM.ControlsNamespace 11-7 DeveloperGuide Contents-ix. Contents Sage.CRM.DataNamespace 11-7 Sage.CRM.UtilsNamespace 11-7 Sage.CRM.BlocksNamespace 11-8 Sage.CRM.HTMLNamespace 11-8 Sage.CRM.UINamespace 11-8 Installingthe.NETSDK 11-8
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PeopleSoft CRM for Higher Education Implementation documentation. .
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