PeopleSoft CRM - Call Center Configuration Navigation

Call Center Definition

Setup CRM> Bu related > Call Center Definition

1. Call Center BU

2. Call Center Options

3. Display Tempate

4. Case Defaults

Display Template

Setup CRM > Common Definition > Component Configuration > Display Template

1. Display Template Details

2. Call Display Tempate Policies

Call center Page Field Values

Setup CRM > Product Related > Call Center >

Case Status

Case Type

Case Priority

Case Severity

Case Impact

Case Source

Problem Type

Problem Category

Problem Type

Problem Detail

Group Work List

Setup CRM > Common Definitons >Work list >Group work list

Provider Group

Workforce > Provider Group

User Profile

People Tools > Security >User profile > User Profile

AAF

Enterprise Components > Active Analytics Framework > Polices > Mange Policies

Message Catalog

People Tools > Utilities > Administration > Message Catalog

Tool Bar Configuration

Setup CRM > Common Definition > Component Configuration > Tool bar

1. Toolbar button Definition

2. Toolbat Definition

3. Toolbar Tester

Email Template

Setup CRM > Common Definition > Work flow > Email Template