What is Customer1/Call Center?

What is Customer1/Call Center?

Document number: 11597

Customer1 is PeopleSoft's internal implementation of PeopleSoft 8.4 CRM. It enables PeopleSoft to capture a unified, 360-degree view of the customer.

The Customer1 Call Center application supports improved business practices based on a new data model that lets you compile information in a new and intuitive fashion. It is based on a complete view of the customer, and includes new and improved tools for tracking customer issues, managing support cases, monitoring installed products, and assembling histories of actions related to cases and companies.

Customer1 has features that enhance your ability to resolve cases quickly and effectively. With the CRM 8.4 call center software, you can:

Verify support entitlements from the Case page.
Monitor customer statuses such as the type of entitlement listed in their support contracts, outstanding cases, and the company mood reflecting their interactions with PeopleSoft.
Create complaints and executive escalations from the Case page.
Access flexible Worklists for yourself and your group.
View customer statuses on every Case page using the OmniBar-a new feature in Customer1.
Manage your work with additional tools on the Toolbar for navigation.
Use reporting tools to monitor performance metrics for the call center.

Customer1 provides additional features to assist you in working quickly and efficiently:

Ad-hoc notifications to send notifications from the Case or the Solution page as well as from your worklist.
Reporting system to monitor call center functions.
Worklist enhancements such as links to other components and cases.
History tab within each component to audit changes to cases and data in the associated components.
Component Event Model, a type of workflow for call centers, automates notifications and other common case processes such as automatically closing resolved cases.

The improved self-service module gives customers more options to:

Create cases.
Search for solutions without opening a case.
Access updates and fixes.
Monitor installed products.
Monitor Reference points.
Manage login names and passwords by use of the WebAdmin feature. With this feature, companies can designate a representative to maintain login names and passwords for support users in the companies that they represent.