Friday Sep 07, 2012

PeopleSoft at Oracle OpenWorld (September 29 - October 4, 2012)

Paco Aubrejuan, Oracle Senior Vice President for PeopleSoft, welcome's PeopleSoft customers to Oracle OpenWorld in his welcome letter. Aubrejuan highlights the themes of new Release 9.2 features and functionality, mobile solutions, reduction in total cost of ownership, and continued investment beyond Release 9.2.

Thursday Aug 30, 2012

PeopleSoft CRM 9.2 Release Value Proposition

Oracle's PeopleSoft Customer Relationship Management (CRM) delivers solutions that have been tailored to fit your industry business processes, your customer strategies, and your success criteria. With PeopleSoft CRM 9.2, organizations will be able to deploy a solution that delivers built-in best practices specific to your industry with a highly configurable, tightly integrated platform, ensuring that solutions will be fast to implement. The result is less configuration, less customization, and less integration.

PeopleSoft Customer Relationship Management (CRM) is a world-class solution for organizations of every size and Oracle’s planned product roadmap for PeopleSoft applications is to deliver valuable, needed features for all of an organization’s constituents along three design principles — Simplicity, Productivity, and Lowered Total Cost of Ownership — as well as new application functionality as prioritized by our customers.

The upcoming 9.2 release of PeopleSoft Customer Relationship Management focuses on these themes of Simplicity, Productivity, and Lower Total Cost of Ownership while also delivering robust new functionality to help your organization succeed.

The recently published PeopleSoft CRM 9.2 Release Value Proposition provides overviews of the new features and enhancements planned for these applications for Release 9.2. This document offers customers a road map intended to help them assess the business benefits of upgrading to the 9.2 release while also helping them plan their IT projects and investments. (Link is to a My Oracle Support page, available to customers and partners.)

Oracle continues to deliver enterprise-wide features that enhance our customer ownership experience and helps them run their businesses more efficiently and profitably. With the CRM 9.2 release, we continue to abide by this firm commitment we’ve made to our customers.

Friday Feb 24, 2012

PeopleSoft Long Term Investement Plan and Roadmap

I'm often asked by customers, what's next for the PeopleSoft product line? It's a topic we love to discuss, as there are a lot of great things happening with the PeopleSoft products as you might have seen in our recent Feature Pack 2 announcements and YouTube postings. Striving to put more of this information in the hands of our customers, last year we published a multi-year roadmap that went well beyond a typical statement of direction for the next planned release. It included both functional and technical directions for all PeopleSoft products over multiple years. A number of the features highlighted in this original roadmap document have now been delivered with the culmination of 9.1 Feature Pack 2 and PeopleTools 8.52. We've now included additional updates for PeopleSoft 9.2 and beyond.

This document is available on My Oracle Support for all Oracle customers with a valid MOS login:

PeopleSoft Long Term Investment Plan and Roadmap

Monday Feb 13, 2012

CRM Services Operational Dashboards Deliver Actionable Service Insight

In order to deliver superior service to your customers, your contact center managers and agents need access to critical service information that is accurate up to the minute. You should be able to take the real-time pulse of your service operations with accurate CRM service data and take appropriate actions to deliver quality service to your customers. Based on PeopleTools’ latest Chart Object technology, the new Services Operational Dashboards are collections of pagelets that are built to provide real-time actionable information for contact center managers and agents. Users can drill down into data, slice and dice the data based on different data dimensions to gain greater insight into service cases and customers that require immediate action. Without the cost of expensive ETL integration or a data warehouse, these dashboards are designed to increase agent efficiency, offer insight on customer needs and provide contact center staff the tools needed to better serve the customer base.

 

The new Services Operational Dashboard delivers two role-specific dashboards for contact centers:

 

Manager Dashboard

 

The Manager Dashboard displays operational data for cases that are assigned to provider groups Provider groups can be associated with the manager via pagelet personalization pages of the manager user, and the manager-provider group relationship is established on the Provider Groups page. The Manager Dashboard includes these pagelets:

  • Cases at Risk of Exceeding SLA (Service Level Agreement)
  • Manager Case Backlog
  • Case Arrivals versus Closures
  • Top Solutions by Product
  • Top Solutions by Library
  • Top Solutions by Category

Agent Dashboard

 

The Agent Dashboard displays information of all open cases that are assigned to the agent. It includes these pagelets:

  • My Case Backlog
  • My Open Case SLA Status
  • Agent - My Cases
  • Top Solutions by Product
  • Top Solutions by Library
  • Top Solutions by Category

Each dashboard consists of pagelets that display contact center data relevant to users of that role.

Interactive charts in these dashboards provide mouse hover-over texts, showing the number of cases with the status or priority that the chart object represents. The user can click these chart objects to drill into bars and links to see additional information about cases and solutions for better insight on customers that require immediate actions based on real-time transactional service data.

 

Manager Case Backlog Details Drilled Down from the Manager Case Backlog Pagelet

 

Delivered pagelets are WSRP (Web Services for Remote Portlets) compliant so they can be easily consumed and used in any WSRP-compliant portal such as Web Center, and can be easily rearranged on dashboards by dragging and dropping the pagelets to the desired areas, or by clicking the Layout link on the PIA homepage to personalize the dashboard’s layout.

 

Solutions-specific pagelets are built in the form of grids. They show basic information such as solution summary, usage counts and the number of times they are used to solve cases. For each solution-specific pagelet, you can easily slice the solution information in a different dimension with filter criteria such as product, solution library, and category.

 

This feature is currently available through Oracle Support via the Product Update ID 874512. To learn more, please refer to the PeopleSoft CRM 9.1 Services Operational Dashboard PeopleBook Documentation Update.

Wednesday Sep 07, 2011

CRM 9.1 PIM Server Sync Alleviates Your Pain of Sharing Enterprise Data

By John Yun

With mobile devices becoming a preferred method of accessing enterprise applications, sales professionals, HR recruiters, field service agents, and corporate managers in your organization require tools that allow them to do their work on-the-go without losing valuable data just because they are not in the office. Since Personal Information Management (PIM) applications such as Microsoft Outlook do not automatically synchronize with the enterprise CRM system, the ubiquitous nature of these devices creates enterprise data that are more dispersed and scattered across the enterprise, putting your business in a greater risk of having inconsistent and inaccurate data across the organization. Your workforce needs real-time access to accurate contact and calendar information anytime, anywhere from the comfort of their mobile devices in order to be productive.


What are you doing today to share enterprise data that are critical for your workforce? Do you still run nightly batch programs to synchronize the data between the enterprise system and a PIM application? Or have you built an expensive integration and wondered how you will be able to keep up with technologies changing at the speed of light? Wouldn’t it be nice if there is a synchronization solution that can address all these concerns? Look no further – Personal Information Management (PIM) Server Sync is here!

As an alternative solution to the retired CRM Infosync products, the new PIM Server Sync allows users of PIM applications such as Microsoft Outlook to manage CRM contacts, meetings, and calendar items regardless of place and time by synchronizing data between the enterprise CRM system and the Microsoft Exchange Server 2007 with following feature capabilities:

  • Shared Enterprise Data

    Data created by different workers using PIM applications such as Microsoft Outlook is not automatically shared among different users across the enterprise, often resulting in multiple views to inconsistent customer interactions and poor services. In order to ensure consistent services regardless of different customer touch-points by different users, it is extremely critical that your entire workforce accesses the same customer data through a consistent and unified view of the latest customer information.
  • Promotes Enhanced User Experience and Productivity

    The new PIM Server Sync improves efficiency and increases user productivity by significantly reducing the time it takes to quickly disseminate and share the accurate information that is critical to success of your business operations. By replicating and synchronizing only data that are relevant to an individual user, your workforce does not have to worry about unqualified data which simply adds more overhead to their efficiency.
  • Powerful Server-to-Server Synchronization from Fusion Technology

    The new PIM Server Sync synchronizes your enterprise data between the PeopleSoft CRM system and the Microsoft Exchange Server using the state-of-the-art synchronization engine from Fusion technology called Business Data Synchronization Server (BDSS). The server-side nature of the synchronization process alleviates its users from having to push any data changes manually between these two systems, but rather hides and automates the synchronization process from the users’ daily tasks, allowing them to focus on their jobs. Additionally, the BDSS offers a flexible and yet robust configurable administrative features through the Oracle Enterprise Manager including data filters to custom define the most complex synchronization scenario to fit all your data synchronization needs. Its scalable architecture and framework will allow you to extend the same synchronization capability to any PIM systems (such as Fusion Middleware, IBM Domino Server/Lotus Notes, and so on) if you choose to implement in the future.
  • Oracle Advantage

    Unlike other synchronization solutions available through a third-party vendor, the new PIM Server Sync has embedded the solution which is available from the same company, Oracle, ensuring you the best quality support and services throughout its product lifecycle.

Here is the good news. We have embedded the product in CRM 9.1 and you will be able to leverage all these features at no additional cost. Talk to your Account Manager how PIM Server Sync can help you increase productivity for your workforce!

For more information on installation, product pre-requisites and detail feature capabilities, please refer to the CRM 9.1 PIM Server Sync Release Notes.

About

This blog is dedicated to topics focused on PeopleSoft Applications, including Human Capital Management, Financials, Enterprise Service Automation, Asset Lifecycle Management, Procurement, Supply Chain and Customer Relationship Management.

For information about legislative updates to our PeopleSoft Applications see the PeopleSoft Legislative Updates Blog.

For information about PeopleTools see the PeopleSoft Technology Blog.

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