Glossary Term

Usage in Customer1

Vantive 7

360 degree view

Complete view of Customer issues such as cases, agreements, Leads

Access Profiles  >

Security permissions according to Role  >

Account  >

Ad-Hoc notifications  >

Nofications from the pages where you are working on them rather than from the Worklist.

Agreement  >

Support contracts with customers  >

Entitlements  >

Analyst  >

Call Center Agents  >

Agent  >

Assignment Engine  >

Steps the system takes to assign an agent based on schedule as well as competencies and product criteria  >

Audit  >

The detailed history of a process such as a Case process.  >

Case Avoided  >

When a user finds a solution to resolve a problem without opening a case  >

Company  >

Complete view of Customer issues such as cases, agreements, Leads  >

Customer  >

Competencies  >

Proficiencies of a Support Group member such  >

Complaint  >

Customer Problem reported to the call center  >

Component  >

Module for a particular process such as maintaining Company records or Case activity  >

Component Event Processing  >

Automatic behind-the-scene processing  >

Criteria  >

Products that Provider Groups are rated on for Suppport.
Categories: Region, Customer, Product, Product Group, Location  >

Customer  >

Entitlements  >

Support description list for use in an Agreement  >

Environment  >

Product software environment: Production, Stage, Development, Testing, Training  >

Escalation  >

Advancement of an issue or problem to a specialized manager  >

 Escalation  >

Frequently Used Solution  >

Commonly Used answer to a Case problem, which can be found based on Summaries  >

History  >

Read/Only page on many components that show the activities relating to it.  >

ICE  >

Incident Tracking group  >

Installed Product  >

Product that is in use at a given Site  >

Installed Product  >

Job Code  >

Number of job description  >

Lab Request  >

Request for testing of a problem, used with problems reported in cases.  >

Lookup button  >

Button to lookup records in the database for use in processes  >

Lookup  >

Notification  >

Message that appears in one's worklist  >

Notification Templates  >

OmniBar  >

A type of header bar that displays information about the customer  >

N/A  >

Permission Lists  >

Security permissions according to Role  >

Security  >

Product  >

Products available for sale and distribution  >

Provider Group  >

Support group for a particular product  >

Support Group  >

Reference  >

Points that a client may collect by sharing knowledge about PeopleSoft products.  >

Region  >

Location, used for defining Provider Groups  >

Related Objects  >

In PeopleSoft 8.4. The only Related Object is a Lead, which you can create in the Case component  >

Reports  >

 Metrics regarding your case resolution and analyst/manager performance  >

Management Dashboard  >

Representative  >

Contact within the company.  A Representative may be a contact for multiple
companies.  >

Contact  >

Roles  >

Defined on the Worker component, they determine the permissions and responsibilities  >

Search button  >

Used to search for records or open new ones if none matches the criteria.  >

Search page  >

Varies with the component, has different fields to locate records  >

Self-Service  >

Customer portal for use in creating and managing problems and searching for solutions  >

Service Level  >

Hours of operation of a support center  >

Site  >

Location, characteristics of a company  >

Solution  >

Answer to a problem or issue, grouped into libraries  >

Research Agent  >

Solution Advisor  >

Search agent for solution searches  >

Solution ID  >

Particular number of a solution listed for use  >

Solution Libraries  >

Logical grouping of solutions for easier searches. Access through Solutions search.  >

Toolbar  >

Bar of buttons that you use to make processes move quickly  >

Ribbon Bar/ Toolbar  >

Validation  >

Check for coverage for support that is  >

Worker  >

Any employee with records in the system  >

Workflow  >

A type of Component Event Processing for Call Center that works in the background to process notifications or add rows of data to component History records.  >

Worklist  >

Notifications for action by an Analyst  >

Inbox  >