Generic FAQs
Downtime Process FAQs
Conversion FAQs
Generic FAQs
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What is Vantastic?
Vantastic is the name of the CRM system, which was implemented for the Vantive company. After the PeopleSoft and Vantive merger, the Vantastic system was kept for the CRM Product Support call center and Product Release and Development, which is also referred to as PRD. All cases and incidents for Vantive products are tracked in this system today.
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Why is the CRM GSC making the move to Vantive 7 when Customer1 is coming out soon?
The move to Vantive 7 is part of the overall goal to eventually run one system - Customer1.
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What are the benefits of this migration?
Streamline the migration process to Customer1: By using Vantive now, we will bypass the intermediary stage of migrating two systems and can migrate from Vantive directly to Customer1.
Resource efficiency: The CRM team currently uses, maintains, and supports customers with two sets of processes, documentation, and systems. Our CRM Legacy customers are still being directed to two information sources. Other departments also need to support two systems for the same set of customers, such as, IT, Marketing, and Finance. By consolidating information sources to one central (call center) system, both customers and PeopleSoft will benefit from the reduction of redundancy.
Consistency within GSC: There are multiple product lines within PeopleSoft; thus, multiple product support groups. To ensure customers receive consistent messages from us, the processes, system interface, customer communication, and support infrastructure should be consistent through out.
Single Sign-on For Customers: Customers currently access our online support with a dual-login, because the self-service applications are tied to different CRM systems.
Secure bottom line: With one system, our Finance department will be able to assist us with accurate information about our customers' investments in support maintenance. In this way the GSC will provide product support only to those customers who are indeed paying for maintenance. In addition, the sales team will have the same data from the system to find more opportunity for up-selling.
Stronger interdepartmental relationship: Using the same system and processes, all users will have more opportunities to interact and to share best practices to enhance our working environment and build an efficient and effective PeopleSoft support organization.
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Will Vantastic be taken off line completely?
No, it will be available as read-only until December 2002.
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What will happen to http://support.peoplesoft.com?
Since this self-service web site is tied to Vantastic, http://support.peoplesoft.com, will now be fully migrated to Customer Connection. Customers will use current Customer Connection's on-line interface (VanWeb) for logging cases, case follow-up, and resolution searches.
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Which options will not be available to customers by the migration of http://support.peoplesoft.com?
Changed or discontinued services are:
• Case submission interface is changed from Vantive Web Self-service to VanWeb application.
• Case search capability by text (for example title or description) is not available.
• On-line chat is no longer available, because VanWeb does not support this feature (a small number of CRM Legacy customers are using the chat option today).
• Escalation via the web will not exist.
• On-line product order request is discontinued and handled by calling Customer Care.
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Although customers have been required to have a Customer Connection login to access support.peoplesoft.com since October 2001, there may still be users that are not aware of how to obtain a login, or who their web administrator is.
Ensure that your customers understand the Web Administrator role. If they have in-depth questions, direct them to Customer Care at 1-800-477-5738 (option 2).
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If I do hear from a customer who needs help regarding this conversion and needs further understanding, what is the quickest way to get him or her proper assistance
• Direct thecustomer to view the recorded Advisor Sessions on Customer Connection. Navigate to Events | Advisor| Recordings.
• Direct customers to Customer Connection | Find Products | Customer Relationship Management| Learn More | Feature Articles- Get Ready for the Final Integration of Support.peoplesoft.com into Customer Connection
• If you have someone on the line, transfer them to Customer Care. Otherwise, have them call Customer Care directly at 1-800-477-5738 (option 2) or the International toll-free numbers.
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Down Time Process FAQs
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When will this site be retired and when will customers begin using Vantive 7?
Both Vantastic and Vantive 7 have been taken down as of April 19th at 6 P.M. PST. The conversion was completed over the weekend and Vantive 7 was available for customers on April 21st at 12:00 P.M. PST.
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How will customers receive support during the downtime?
Customers will continue to have the ability to call our 800# to receive support. We plan to have a back-up system available for both Vantastic and Vantive 7 to be able to provide customers resolutions, etc.
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How will cases be tracked by analysts during this downtime?
All cases will be tracked using the Manual tracking process that is established for the Vantive 7 system.
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How will the messages about this transition be delivered to the customers?
Beginning April 1st, Customers were able to receive message about this upcoming change through the Customer Connection website and support.peoplesoft.com. Additionally, we put out messages through Plugged In and we planned a special mailing to Premium and Platinum customers.
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What can I do to help the customers with this transition?
• Direct customers to look for informational messages on Customer Connection and support.peoplesoft.com.
• Direct customers to subscribe to Plugged In (link provided in the stories on Customer Connection and support.peoplesoft.com).
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Conversion FAQs
Cases
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Which case will be migrated?
• Cases created after 10/1/1998 for Active customers
• Cases created on or later than 1/1/2001 for inactive customers (if a record exists in Vantive)
• Cases where the customer has a valid RVDB ID (for support maintenance purposes)
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Where is Vantastic CaseID stored in Vantive?
Current Vantastic Case Ids will be added at the beginning of the Case Summary Field in Vantive. All migrated cases will thus have a new Vantive case ID.
Site Profile
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How will Site data from Vantastic be migrated to Vantive?
• Only sites, which have related migrated case, will be brought over.
• Site notes for each migrated Vantastic site, will be brought over
• Every site will be generated as CRM Legacy
Product Line, Product and Component
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How will the product information from Vantastic be migrated?
All product lines and product records will be named CRM Legacy. Product Line drives the component list, which is populated with the data from Product Area from Vantastic.
Licensed Products
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How will the Licensed Products field be populated in Vantive?
As this field is non-existent in Vantastic, the Licensed Product records in Vantive will be populated with CRM Legacy (if Site has been migrated to Vantive).
Company
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What will happen to the Company and Customer data from Vantastic?
Customer profile data already exists in Vantive; therefore there is no need to bring the data over from Vantastic.
Contacts
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Will contacts be migrated from Vantastic?
Yes, all active contacts from Vantastic will be migrated; however contact notes will not be migrated.
Resolutions
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What will happen to resolutions created in Vantastic?
Resolutions and resolution notes will be migrated to Vantive, except for those that are obsolete. "VN" will be added to the beginning of the solution subject line to distinguish the imported solutions for CRM Legacy. As a result, all resolutions will have a new Vantive resolution ID.
Incidents (failures)
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What will happen to all incidents created in Vantastic?
These incidents will be migrated:
• All open incidents as of the close of business on April 19, 2002.
• All 8.5 and 8.6 incidents.
• All other incidents will remain in Vantastic, although customers will not be able to view these. Upon customer request, these incidents can be entered in ICE for customer viewing.
Attachments
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What will happen to the Attachments in Vantastic?
Attachments are stored through a different functionality in Vantive; therefore current attachments in Vantastic cannot be migrated.
Complaints
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What will happen to complaints from Vantastic?
The complaint feature does not exist in Vantive, so it will remain in Vantastic to be migrated to Customer1. CRM Product Support will maintain the complaint feature and reporting locally.
Enhancements
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Will there be any enhancements to Vantive to support the migration?
Yes, the "CRM Legacy Tech Support inbox" will be created. All new cases will be sent to this inbox and all Priority-1 notifications will be fired to this inbox. This feature doesn't exist for other product lines.
Chat
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What will happen to the chat functionality as we move to Vantive?
On-line chat will no longer available, because VanWeb does not support this feature (a small number of CRM Legacy customers are using the chat option today).
Reporting
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What impact will the migration have on running reports?
Vantastic Actuate reports will no longer be available, with the exception of reports required for complaints and defects (until defects data is moved to ICE).
Email
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What will happen to the email address: crm-support@peoplesoft.com?
Vantive does not have automatic case creation via email. CRM Product Support will monitor incoming email and create cases manually in Vantive.
Audit Trail and Action History
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What will happen to Audit Trail and Action History in Vantastic?
This data will not be migrated to Vantive. This data will be stored in the read-only Vantastic after go-live.
Unsupported Features
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Which other features in Vantastic will not be available in Vantive?
• Support desktop
• Daily statistics
• Pager/Email notifications for cases
• Page-a-manager from the support website
• Snagit Resolutions
• Dispatch Tool/ Skill Matrix
• Related caseID
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Created by the PeopleSoft Knowledge Management Team.
Copyright © 2002
All rights reserved.
Created: amq 03/29/2002
Revised: amq 06/18/2003
