This course will provide you with a solid grounding in the concepts and tasks you will need to work with many PeopleSoft CRM applications. Much of the information you will learn will carry over into multiple applications--for example, you will learn to navigate and customize your interface, the basics on integration and configuration, and how to use the 360-degree view, a powerful tool that helps you to manage and update information about the people in your system.

The largest portion of the course is devoted to PeopleSoft CRM concepts that you will use often. You'll learn how to work with customers, contacts, and workers. You'll learn how to create and manage products and track installed products. You will also work with worklists and ad hoc notifications so you and your team can keep up-to-date on completed tasks and those still waiting to be done. When you complete this course, you will have a good understanding of concepts important to much of PeopleSoft CRM.

• Functional Implementer
• End Users
• Portal Developer

Student will learn:

• Describe the features of PeopleSoft CRM, and describe how to navigate through
• View and modify data, and describe data in tables
• Describe business units, setIDs, and tableset controls
• Manage customer information and worker data
• Define and track products
• Evaluate automation, configuration, and integration
• Describe the fundamental business processes that PeopleSoft CRM supports

• Business Process Overview
• Getting Started With CRM
• Viewing and Modifying Data
• Describing Data in Tables
• Defining Business Units, SetIDs, and Tableset Controls
• Working With the Customer Data Model
• Managing Customers
• Working with the 360-Degree View and the Relationship Viewer
• Managing Contacts and Tasks
• Managing Workers in Customer-Facing Applications
• Managing Workers in Worker-Facing Applications
• Managing Product Definitions
• Managing Installed Products
• Managing Worklists and Notifications
• Evaluating Integration, Automation, and Configuration Options