Document number: 11705

 

 

Project go-live date: 02-August-2004.
Impacted applications: Customer1, CSMS, ICE, SAR

Prior to August 2nd 2004, PeopleSoft EnterpriseOne and PeopleSoft World used multiple systems to maintain customer information and manage customer cases.

Starting August 2nd 2004, customer support operations will be integrated. Call center management of PeopleSoft Enterprise and EnterpriseOne/World will use Customer1.

PeopleSoft CRM (C1) will be the heart of a unified support system to provide a holistic view of customer information, cases, product entitlements and sales opportunities.

With this move comes an underlying integration between the SAR (Software Access Request) system and ICE (Incident, Change, and Enhancement) system.

Click on one of the following for more information:

Support Integration Project Information Site

CSMS-C1 Integration Information Site

ICE-SAR Integration Resource Page

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Support Integration Project Information Site

For updates to the various integration projects:

1. Log in to Planet PeopleSoft (see Eureka! document 15270 — How to log on to Planet PeopleSoft).
   
   
2. Under Communities, select Products & Technology.
   
   
3. Under Departments, select Support Services.
   
   
4. Click on Global Support Center (GSC).
   
   
5. Under Global Contents, select News Flash.
   
   
6. Click on Integration News and Information.

Click here to go directly to that page.

 

 

Click here to go back to the beginning of this document.

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CSMS-C1 Integration Information Site

To find the latest process documentation and training guides:

1. Log in to Planet PeopleSoft (see Eureka! document 15270 — How to log on to Planet PeopleSoft).
   
   
2. Under Communities, select Products & Technology.
   
   
3. Under Departments, select Support Services.
   
   
4. Click on Global Support Center (GSC).
   
   
5. Under Global Contents, select GSC Quality Manual.
   
   
6. Click on Processes and Procedures.

Click here to go directly to that page.

 

 

Click here to go back to the beginning of this document.

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ICE-SAR Integration Resource Page

For information related the project, milestone dates, links to the training guides, product mappings etc.:

1. Log in to Planet PeopleSoft (see Eureka! document 15270 — How to log on to Planet PeopleSoft).
   
   
2. Under Communities, select Products & Technology.
   
   
3. Under Resoures, select Developer's Portal.
   
   
4. Under What's New, select ICE SAR Integration.

Click here to go directly to that page.

 

Click here to go back to the beginning of this document.

 

 

 

 

 

Created by the PeopleSoft Knowledge Management Team.
Copyright © 2004 All rights reserved.
Created: amq 07/28/2004