Table of Content

Table of Content ................................................................................................................. 1

Case – Support/Helpdesk.................................................................................................... 2
Miscellaneous Setup ........................................................................................................... 3
Solutions ............................................................................................................................. 4
Display Template ................................................................................................................ 5
 CRM 8.9 Call Center - Case - Support/HelpDesk

PS_RC_ASSOC_TABLE
CASE_ID (FK) PS_RC_CASE
PS_RC_CASE_AUDIT BUSINESS_UNIT (FK) CASE_ID PS_RC_RESOLUTION
CASE_ID (FK) SEQNUM BUSINESS_UNIT CASE_ID (FK)
BUSINESS_UNIT (FK)
LEAD_ID RC_VERTICAL BUSINESS_UNIT (FK)
RC_DESCRLONG SO_ID MARKET RSLN_SEQ_NBR
EXT_DUE_DATE RMA_ID CASE_TYPE SOLUTION_ID (FK)
CLAIM_PAID_DATE BUS_PROC_INSTANCE PERSON_PIN SETID (FK)
CLAIM_DATE RC_BRSCR_INSTANCE SIN
TARGET_CLOSE_DATE R_DEFECT_ID RSLN_STATE
CASE_CONTACT
FIN_ACCOUNT_ID CAPTURE_ID SOURCE_CASE_ID
BO_ID_CUST
ISSUE_VISIBILITY SOURCE_RSLN_SEQNBR
ASSOC_BUS_UNIT ROLE_TYPE_ID_CUST
ISSUE_SUBTYPE NEW_SOLUTION_ID
TYPE ROLE_TYPE_ID_CNTCT
TYPE USAGE_COUNT
RB_AUDIT_SBR BO_ID_SITE
LAST_USAGE_DTTM
RMA_ID LINK_CATEGORY BO_ID_CONTACT
SO_ID LINK_VERSION RC_SOLVED_COUNT
BO_ID_ALT_CNCT
LEAD_ID RC_LINK RC_RSLN_SOURCE
AGREEMENT_CODE
RC_REASON_CODE RSLN_NOTES
RECORDNAME AGR_RENEWAL_NUM
PERSON_ID ROW_ADDED_DTTM
AGREEMENT_LINE
RSLN_SUMMARY
ATTACHUSERFILE WARRANTY_NAME
ATTACHSYSFILENAME RC_PAY_FOR_SVC_FLG
RSLN_STATE INST_PROD_ID
RSLN_SUMMARY PRODUCT_ID
SOLUTION_ID PS_RC_ACTION_HIST SERIAL_ID PS_RC_CASE_NOTE
RC_VISIBILITY CASE_ID (FK) ASSETTAG CASE_ID (FK)
RC_SUMMARY BUSINESS_UNIT (FK) RC_SOURCE BUSINESS_UNIT (FK)
RC_TRACKING_NBR SEQ_NUM RC_CONTACT_METHOD NOTE_SEQ_NBR
CLOSED_DATE RC_CONTACT_INFO
RES_FIRST_CNTCT RC_VISIBILITY RC_SUMMARY
CM_TYPE_ID
RC_TYPE PNLGRPNAME RC_NOTE_TYPE
CM_ID
RC_DETAIL EVENTNAME RC_NOTE_ORIGIN
PROFILE_CM_SEQ_ADD
RC_CATEGORY OLD_VALUE NOTE_CONTACT_TYPE
PROFILE_CM_SEQ_PHN
RC_SEVERITY NEW_VALUE BO_ID_CUST
PROFILE_CM_SEQ_PGR
RC_PRIORITY ASSIGNED_TO BO_ID_CONTACT
PROFILE_CM_SEQ_EML
RC_STATUS RC_PRIORITY ROLE_TYPE_ID_CNTCT
REGION_ID
ASSIGNED_TO RC_SEVERITY ROLE_TYPE_ID_CUST
PROVIDER_GRP_ID
PROBLEM_TYPE RC_STATUS PERSON_ID
ASSIGNED_TO
PROVIDER_GRP_ID DESCR100 RSLN_SEQ_NBR
PRIOR_ASSIGNED_TO
CM_ID DESCR254 RC_VISIBILITY
RC_STATUS
CM_TYPE_ID RB_AUDIT_SBR RC_DESCRLONG
RC_PRIORITY
RC_CONTACT_INFO RC_SEVERITY RB_AUDIT_SBR
RC_CONTACT_METHOD BUS_PROC_INSTANCE
RC_SOURCE RC_CATEGORY
E_ADDR_TYPE RC_TYPE
PHONE_TYPE PS_RC_CARD_INFO RC_DETAIL
ASSETTAG CASE_ID (FK) PROBLEM_TYPE
SERIAL_ID BUSINESS_UNIT (FK) RC_FIRST_CONTACT PS_RC_CASE_ATTACH
COMPETENCY RES_FIRST_CNTCT CASE_ID (FK)
CR_CARD_A_DTTM
PRODUCT_ID CREATION_DATE BUSINESS_UNIT (FK)
INST_PROD_ID RC_CARD_AVS_STATUS
CLOSED_DATE NOTE_SEQ_NBR (FK)
RC_PAY_FOR_SVC_FLG CR_CARD_MSG3
CLOSED_DTTM ATTACH_SEQ_NBR
WARRANTY_NAME CR_CARD_MSG2
CLOSED_BY_OPRID
AGREEMENT_LINE CR_CARD_MSG1
RC_SUMMARY ATTACHSYSFILENAME
CR_CARD_MSG0
AGR_RENEWAL_NUM RC_TRACKING_NBR ATTACHUSERFILE
AGREEMENT_CODE CR_CARD_AUTH_STAT RC_VISIBILITY
ERROR_ID
SITE_ID CR_CARD_AUTH_DT DESCRIPTION
RC_REOPN_REASON_CD
ROLE_TYPE_ID_CNTCT CR_CARD_AUTH_CD
RC_CLOSE_REASON_CD RB_AUDIT_SBR
ROLE_TYPE_ID_CUST IN_CITY_LIMIT
ERROR_CODE
BO_ID_SITE GEO_CODE
ERROR_MESSAGE
POSTAL
BO_ID_CONTACT RC_RESP_IND
BO_ID_CUST STATE
RC_REST_IND PS_RC_RELATIONSHIP
SIN COUNTY
RB_ANONYMOUS_FLAG CASE_ID (FK)
PERSON_PIN ADDR_FIELD3
RB_LOCATION_DETAIL BUSINESS_UNIT (FK)
SEQNUM ADDR_FIELD2
RB_SITE_NOCUST_FLG RELATED_CASE_ID
ADDR_FIELD1
INT_SEQ_NBR SECURE_CASE_FLG
HOUSE_TYPE RELATED_BU
RSLN_SEQ_NBR ROLE_TYPE_ID_SITE
ATTACH_SEQ_NBR NUM2
RC_DESCRLONG RELATIONSHIP_TYPE
NOTE_SEQ_NBR NUM1
PS_RC_STATUS_LOG RB_AUDIT_SBR RB_AUDIT_SBR
AUDIT_RECNAME CITY
CASE_ID (FK) BO_ID_PART_CONT
AUDIT_ACTN ADDRESS4
BUSINESS_UNIT (FK) BO_ID_PARTNER
ADDRESS3
AUDIT_STAMP SEQ_NUM CASE_SUBTYPE
AUDIT_OPRID ADDRESS2
CASE_VISIBILITY
ADDRESS1 RC_STATUS PS_RC_INTEREST_PRT
CONFIG_CODE
COUNTRY STATUS_CATEGORY CASE_ID (FK)
DISP_TMPL_ID
EMAILID STATUS_CHANGE_DTTM BUSINESS_UNIT (FK)
DISTRIBUTOR_ID PERSON_ID
PHONE STATUS_CHANGE_OPID
FIN_ACCOUNT_ID
CR_CARD_LNAME
FORM_INSTANCE_ID REASON_CD
CR_CARD_FNAME
KEYWORDS INT_SEQ_NBR
CR_CARD_EXPYR
PRIOR_PRVDR_GRP_ID RB_AUDIT_SBR
CR_CARD_EXPMO
RBTACCTID
CURRENCY_CD
RC_BS_INSTANCE
AMOUNT
RC_IMPACT
CR_CARD_DIGITS
PS_RC_CASE_DISPUTE REMOTE_CASE_ID
CR_CARD_NBR PS_RC_SLA_LOG
CASE_ID (FK) ROLE_TYPE_ID_PART
CR_CARD_TYPE CASE_ID (FK) PS_RC_ATTR_CASE
BUSINESS_UNIT (FK) ROLE_TYPE_ID_PARTC
CR_CARD_MERCHANT BUSINESS_UNIT (FK) CASE_ID (FK)
SALES_ENTRY_ID
RBTDISPTYPE PERSON_ID SEQ_NUM BUSINESS_UNIT (FK)
TARGET_CLOSE_DATE
CUST_ID MARKET
RBTBILLID AGREEMENT_CODE TRANSACTION_NO
RB_AUDIT_SBR ATTRIBUTE_ID
RBTBILLITEMID AGR_RENEWAL_NUM
RBTEVENTID CR_NAME_APPEARS
AGREEMENT_LINE ATTR_ITEM_ID
RBTADJTYPE WARRANTY_NAME ATTRIBUTE_VALUE
RBTAMTADJ START_DTTM ATTR_DATE
RBTRESOURCETYPE CHANGE_OPRID ATTR_NUMBER
RBTDISPUTEAMT RB_AUDIT_SBR
RBTDISPREASON
RBTDISPSTATUS
DESCR254
ROW_ADDED_DTTM
PS_RC_CASE_COMPLNT
ROW_ADDED_OPRID
CASE_ID (FK)
ROW_LASTMANT_DTTM
BUSINESS_UNIT (FK)
ROW_LASTMANT_OPRID PS_RC_CASE_BI_DET
SYNCID CASE_ID (FK) COMPL_CAUSE
SYNCDTTM BUSINESS_UNIT (FK) COMPL_CAUSE_ENTITY
BI_SEQ_NUM CLAIM_DATE
PS_RC_CASE_BI CLAIM_SUBMITTED_BY
BI_TYPE
CASE_ID (FK) CLAIM_CURR_CD
CASE_LIST_PRICE
BUSINESS_UNIT (FK) CLAIM_AMOUNT
TIME_RATE PS_RC_CASE_BI_ERR
CLAIM_PAID_DATE
PS_RB_AUDIT_SBR UNIT_TYPE BO_ID_BILL CASE_ID (FK)
CLAIM_PAID_CURR_CD
ADJ_SIGN PYMNT_TERMS_CD BUSINESS_UNIT (FK)
CLAIM_PAID_AMOUNT
ADJ_VALUE BO_ID_CNTCT MESSAGE_SET_NBR
ROW_ADDED_DTTM EMPLID
ADJ_CURRENCY_CD ROLE_TYPE_ID_1 MESSAGE_NBR
ROW_ADDED_OPRID INFORM_EMPL_FLG
REASON_CD ROLE_TYPE_ID_2
ROW_LASTMANT_DTTM MESSAGE_TEXT ACK_REQUIRED_FLG
ADD_REASON PROFILE_CM_SEQ_BIL
ROW_LASTMANT_OPRID MESSAGE_PARM1 INFORM_CONTACT_FLG
BILL_FLG PROFILE_CM_SEQ_PHN
SYNCDTTM MESSAGE_PARM2 AFTERCARE_FLG
ROW_ADDED_DTTM CURRENCY_BILLING
SYNCID MESSAGE_PARM3 NO_CHARGE_FLG
ROW_ADDED_OPRID PO_ID
MESSAGE_PARM4 LETTER_DATE
ROW_LASTMANT_DTTM PAYMENT_METHOD
MESSAGE_PARM5 RECEIVED_DATE
ROW_LASTMANT_OPRID TERMS
MESSAGE_PARM6 DETAIL_INFO_FLG
SYNCID TAX_CD
Sub Record ROW_ADDED_DTTM EXT_DUE_DATE
SYNCDTTM TAX_EXEMPT_FLG
ROW_ADDED_OPRID COMPL_CLOSE_REASON
TAX_EXEMPT_CERT
ROW_LASTMANT_DTTM COMPL_RECEIVED_VIA
ROW_ADDED_DTTM SITE_ID
ROW_LASTMANT_OPRID
ROW_ADDED_OPRID ROW_ADDED_DTTM
SYNCID
ROW_LASTMANT_DTTM ROW_ADDED_OPRID
SYNCDTTM
ROW_LASTMANT_OPRID ROW_LASTMANT_DTTM
SYNCID
ROW_LASTMANT_OPRID
SYNCDTTM
SYNCID
SYNCDTTM
 CRM 8.9 Call center - Miscellaneous Setup
PS_RC_CASETYPE_LNG
PS_RC_CASETYPE_TBL SETID (FK)
SETID CASE_TYPE (FK) PS_RC_CATEGORY_TBL PS_RC_CATEGORY_LNG PS_RC_CASE_WL PS_RC_CASE_WL_HD
PS_RC_CASE_SUSR
CASE_TYPE SETID SETID (FK) BUSPROCNAME BUSPROCNAME
LONG_DESC RC_CATEGORY DISP_TMPL_ID
RC_DESCR_SS RC_CATEGORY (FK) ACTIVITYNAME ACTIVITYNAME
LONG_DESC LANGUAGE_CD OPRID PS_RC_SUP_SLMA
RC_DESCR_SS RC_SHORT_DESCR LONG_DESC EVENTNAME TAB_NAME EVENTNAME
LANGUAGE_CD WORKLISTNAME WORKLISTNAME OPRID
RC_SHORT_DESCR RC_DESCR_SS LONG_DESC
RC_SHORT_DESCR INSTANCEID ENABLED_FLG INSTANCEID RUN_CNTL_ID
RC_SS_IND RC_DESCR_SS
CASE_VISIBILITY RC_SS_IND TRANSACTIONID DEFAULT_FLG TRANSACTIONID BO_ID_CUST
RC_SHORT_DESCR
SHOW_ACCOUNT_FLG STATUS CASE_ID CASE_ID SELECT_FLAG
SHOW_PRODUCTS_FLG RB_AUDIT_SBR BUSINESS_UNIT BUSINESS_UNIT END_DATE
SOLUTION_ID START_DATE
RB_AUDIT_SBR WORKLIST_DESCR WORKLIST_DESCR BUSINESS_UNIT
RB_AUDIT_SBR
PS_RBT_TGUIDE
SETID PS_RBT_TGUIDE_LNG
LIBRARY_ID SETID (FK)
DESCR254 LIBRARY_ID (FK)
LANGUAGE_CD PS_RC_SUP_MGDB
MARKET PS_RC_WF_RUN_CNTL
PS_RC_CASE_STYPE_L SCRIPT_ID OPRID
PS_RC_SLM_RUNCTL RUN_CNTL_ID OPRID
PS_RC_CASE_SUBTYPE SETID (FK) RB_AUDIT_SBR RUN_CNTL_ID
SETID (FK) CASE_TYPE (FK) OPRID BO_ID_CUST
CASE_TYPE (FK) CASE_SUBTYPE (FK) PS_RC_CA_COMP RUN_CNTL_ID SELECT_FLAG MARKET
CASE_SUBTYPE LANGUAGE_CD SETID (FK) END_DATE PNLGRPNAME
CASE_ID URL
RC_CATEGORY (FK) BUSINESS_UNIT START_DATE
RC_SS_IND RC_SHORT_DESCR COMPETENCY BUSINESS_UNIT REPEAT_MINUTES
RC_SHORT_DESCR RC_DESCR_SS RB_AUDIT_SBR SEQNO
RC_DESCR_SS LONG_DESC CRITERIA_WEIGHT SETID
LONG_DESC PROFICIENCY EVENT_SET_ID
RB_AUDIT_SBR RB_AUDIT_SBR CASE_ID
BUSINESS_UNIT
SCHED_PRCS_NBR
PS_RC_PROBTYPE_TBL PS_RC_PROBTYPE_LNG RULE_NAME
PS_BUS_UNIT_TBL_RC SETID SETID (FK)
BUSINESS_UNIT PS_BUS_UNITTBL_RCL PRODUCT_ID PRODUCT_ID (FK)
BUSINESS_UNIT (FK) PROBLEM_TYPE PROBLEM_TYPE (FK)
RC_ASSIGNPERSON_SS
RC_ASSIGN_PG_SS LANGUAGE_CD LANGUAGE_CD
LONG_DESC
PS_RC_CA_TY_TBL RC_ASSIGN_PERSON RC_DESCR_SS RC_DESCR_SS LONG_DESC
PS_RC_CA_TY_LNG RC_ASSIGN_PG RC_SHORT_DESCR
SETID RC_DESCR_SS
SETID (FK) RC_SHOWBU_FLG RC_SS_IND
RC_CATEGORY RC_GRACE_PERIOD RB_AUDIT_SBR RC_SHORT_DESCR
RC_TYPE RC_CATEGORY (FK)
RC_TYPE (FK) RC_REOPEN_FLG
LONG_DESC LANGUAGE_CD RC_CLOSE_FLG
RC_DESCR_SS RC_TRACKING_FLG
LONG_DESC RC_VT_OPT_SITE
RC_SHORT_DESCR
RC_SS_IND RC_DESCR_SS RC_ERR_MSG_IND PS_BUS_UNIT_RC_DEF
RB_AUDIT_SBR RC_SHORT_DESCR RC_CREATE_RMA
RC_ALLOW_ITRSLN BUSINESS_UNIT (FK) PS_RC_SEVERITY_TBL PS_RC_SEVERITY_LNG
RC_CLOSE_OPEN_FLG PNLGRPNAME SETID SETID (FK)
RC_CAN_OPEN_FLG MARKET RC_SEVERITY RC_SEVERITY (FK)
PS_RC_PT_COMP
INDUSTRY_TEMPL RC_NOTE_TYPE PROBLEM_TYPE (FK)
BUSINESS_UNIT_RO LONG_DESC LONG_DESC
CONTACT_ME_PG PRODUCT_ID (FK) RC_DESCR_SS RC_DESCR_SS
RETURN_TO_IBU PROVIDER_GRP_ID SETID (FK)
BUSINESS_UNIT_RSF RC_SHORT_DESCR RC_SHORT_DESCR
RC_DETAIL_SS COMPETENCY RC_SS_IND LANGUAGE_CD
BUSINESS_UNIT_RQ RC_TYPE_SS
BUSINESS_UNIT_RF RB_AUDIT_SBR
RC_CATEGORY_SS CRITERIA_WEIGHT
PS_RC_CATY_COMP BU_STATUS PROFICIENCY
RC_DETAIL
SETID (FK) RC_DESCR_SS RC_TYPE RB_AUDIT_SBR
RC_CATEGORY (FK) BILL_SOURCE_ID RC_CATEGORY
RC_TYPE (FK) BILL_TYPE_ID RC_STATUS_ROPEN_SS
COMPETENCY BUSINESS_UNIT_CA RC_STATUS_CLOSE_SS
BUSINESS_UNIT_GL RC_STATUS_RSLVD_SS
CRITERIA_WEIGHT CURRENCY_CD PS_RC_AUDIT_HDR
RC_STATUS_SS
PROFICIENCY LOCATION AUDIT_ID
RB_AUDIT_SBR RC_SEVERITY_SS PS_RC_AUDIT_LANG
NEW_CREATED_PERIOD RC_PRIORITY_SS SHOW_LABEL
ORD_ACCEPT_LOC CASE_TYPE_SS AUDIT_ID (FK)
SHOW_DESCR1 LANGUAGE_CD
ORD_ORIGIN_LOC RC_SOURCE AUDIT_RECNAME
PRICE_BY RC_SEVERITY DESCR DESCR
RBF_SRTY_MATRX_FLG RC_PRIORITY PNLGRPNAME
PS_RC_IMPACT_LNG RC_ALLOW_BP
PS_RC_IMPACT_TBL SETID (FK) DEF_CASE_TYPE
RC_ALLOW_MULTRES CASE_TYPE
SETID RC_IMPACT (FK) PS_RC_SOURCE_LNG
RC_ALLOW_SO RC_STATUS_RESOLVED
RC_IMPACT LANGUAGE_CD RC_BILLING_FLG PS_RC_SOURCE_TBL SETID (FK)
RC_STATUS RC_SOURCE (FK)
NUMBER_OF_NOTE SETID
RC_SHORT_DESCR RC_SHORT_DESCR RB_AUDIT_SBR LANGUAGE_CD
RC_DESCR_SS RC_DESCR_SS RC_PRODUCT_TYPE RC_SOURCE
LONG_DESC REMOTE_CASE_ID_FLG LONG_DESC
LONG_DESC LONG_DESC
RT_TYPE RC_SHORT_DESCR RC_SHORT_DESCR
RB_AUDIT_SBR PS_RC_AUDIT_DET
RB_AUDIT_SBR
AUDIT_ID (FK)
RECNAME
DELETE1
SELECT3 PS_RC_STATUS_TBL
UPDATE1 SETID
RC_STATUS PS_RC_STATUS_LNG
ADD1
RC_STATUS (FK)
LONG_DESC SETID (FK)
PS_RC_QUICK_CD_TBL RC_DESCR_SS LANGUAGE_CD
RC_SHORT_DESCR
BUSINESS_UNIT PS_RC_CA_TY_DE_TBL STATUS_CATEGORY LONG_DESC
QUICK_CD PS_RC_CA_TY_DE_LNG RC_DESCR_SS
SETID BILLABLE_FLAG
EFFDT PS_RC_QUICK_CD_LNG RC_CATEGORY SETID (FK) RB_AUDIT_SBR RC_SHORT_DESCR
BUSINESS_UNIT (FK) RC_TYPE RC_CATEGORY (FK)
ASSIGNED_TO RC_TYPE (FK)
PROVIDER_GRP_ID QUICK_CD (FK) RC_DETAIL
EFFDT (FK) RC_DETAIL (FK)
RC_PRIORITY LANGUAGE_CD PS_RC_DEFNSRCH_HDR PS_RC_DEFNSRCH_LNG
RC_DETAIL LANGUAGE_CD LONG_DESC
RC_DESCR_SS RC_PREDEFN_ID RC_PREDEFN_ID (FK)
RC_TYPE DESCR LONG_DESC LANGUAGE_CD
RC_SHORT_DESCR
RC_CATEGORY RC_SS_IND RC_DESCR_SS DESCR
DESCR RC_SHORT_DESCR DESCR
EFF_STATUS
CASE_SUBTYPE
CASE_TYPE
ERROR_CODE
ERROR_MESSAGE
KEYWORDS PS_RC_RELATION_TBL
LINK_CATEGORY SETID
RELATIONSHIP_TYPE PS_RC_DEFINED_SRCH
LINK_VERSION PS_RC_CATYDE_COMP
PRODUCT_ID PS_RC_QUICK_CD_IP RC_PREDEFN_ID PS_RC_DEFINED_LNG
SETID (FK) LONG_DESC
RC_DESCRLONG BUSINESS_UNIT (FK) ROLE_TYPE_ID_CUST RC_PREDEFN_ID (FK)
RC_CATEGORY (FK) RC_SHORT_DESCR RC_DEFINED_SRCH ROLE_TYPE_ID_CUST (FK)
RC_IMPACT QUICK_CD (FK) RC_TYPE (FK)
RC_LINK HIERARCHICAL_IND RC_PREDEFN_ID (FK) RC_DEFINED_SRCH (FK)
EFFDT (FK) RC_DETAIL (FK) EQUIVALENT_LBL
RC_SEVERITY PERSON_ID COMPETENCY LANGUAGE_CD
CHILD_LBL DESCR50 RC_PREDEFN_ID (FK)
RC_STATUS PARENT_LBL
RC_SUMMARY INT_SEQ_NBR SYNCDTTM
RB_AUDIT_SBR REASON_CD RB_AUDIT_SBR DESCR50
SYNCID
RB_AUDIT_SBR ROW_LASTMANT_OPRID PS_RC_LINK_CAT_LAN
ROW_LASTMANT_DTTM SETID (FK)
ROW_ADDED_OPRID PS_RC_LINK_GROUP_L LINK_CATEGORY (FK)
ROW_ADDED_DTTM LINK_VERSION (FK)
LINK_GROUP (FK)
CRITERIA_WEIGHT LANGUAGE_CD LANGUAGE_CD
PS_RC_NOTETYPE_TBL PROFICIENCY
PS_RC_QUICK_CD_NTE SETID DESCR LONG_DESC
BUSINESS_UNIT (FK) RC_NOTE_TYPE RC_SHORT_DESCR
PS_RC_LINK_GROUP
QUICK_CD (FK) LONG_DESC LINK_GROUP
EFFDT (FK) RC_SHORT_DESCR PS_RC_PRIORITY_TBL
RB_AUDIT_SBR SETID DESCR
RC_SUMMARY RB_SYSD_SBR
RC_NOTE_TYPE RC_PRIORITY
RB_AUDIT_SBR
RC_NOTE_ORIGIN PS_RC_RELATION_LNG PS_RC_LINK_TBL PS_RC_LINK_CAT_TBL
LONG_DESC
RC_VISIBILITY RC_DESCR_SS SETID (FK) SETID (FK) SETID
RC_DESCRLONG RC_SHORT_DESCR RELATIONSHIP_TYPE (FK) LINK_CATEGORY (FK) LINK_CATEGORY
RC_SS_IND LINK_VERSION (FK) LINK_VERSION
LONG_DESC RC_LINK (FK)
RC_PRIORITY_CAT RC_SHORT_DESCR RC_MAINT_OWNER
PS_RC_NOTETYPE_LNG RB_AUDIT_SBR LINK_GROUP (FK)
EQUIVALENT_LBL SEQNUM
SETID (FK) CHILD_LBL LONG_DESC
RC_NOTE_TYPE (FK) DEFAULT_FLG
PARENT_LBL USAGE_COUNT RC_SHORT_DESCR
PS_RC_LINK_GRP_CAT
LONG_DESC LANGUAGE_CD PNLGRP_ACTION ACTIVE_FLAG
RC_SHORT_DESCR LINK_GROUP (FK) PAGE_NAME RB_SYSD_SBR
PS_RC_PRIORITY_LNG LINK_CATEGORY RB_AUDIT_SBR
LANGUAGE_CD LINK_VERSION PORTAL_OBJNAME
SETID (FK) PORTAL_NAME
RC_PRIORITY (FK) RC_LINK
LONG_DESC
LONG_DESC RB_SYSD_SBR RC_SHORT_DESCR
PS_RB_AUDIT_SBR RC_DESCR_SS RB_AUDIT_SBR APPCLASS_PATH
RC_SHORT_DESCR APPCLASS_PATH_EXT
RB_SYSD_SBR APPCLASSID
LANGUAGE_CD PS_RC_LINK_TBL_LAN
ROW_ADDED_DTTM APPCLASSID_EXT
ROW_ADDED_OPRID FUNCTION_NAME SETID (FK)
RC_MAINT_OWNER PS_RC_LINK_KEY_TBL LINK_CATEGORY (FK)
ROW_LASTMANT_DTTM SYSD_APPLICATION01 SETID (FK) FUNCTION_NAME_EXT
INTERNAL_TRANSFER RC_LINK (FK)
ROW_LASTMANT_OPRID SYSD_APPLICATION02 LINK_CATEGORY (FK) LINK_VERSION (FK)
SYNCDTTM SYSD_APPLICATION03 LINK_MODE
RC_LINK (FK) MARKET LANGUAGE_CD
SYNCID SYSD_APPLICATION04 LINK_VERSION (FK) OPEN_NEW_CASE LINK_GROUP (FK)
SYSD_APPLICATION05 LINK_GROUP (FK)
SYSD_APPLICATION06 FIELDNAME_TO RB_TRANSACTION_ID
RC_DESCR_SS LONG_DESC
SYSD_APPLICATION07 RC_SHORT_DESCR
Sub Record SYSD_APPLICATION08 DEF_VALUE RC_SS_IND
SYSD_APPLICATION09 FIELDNAME SOLVABLE_FLG
SYSD_APPLICATION10 RECNAME STATIC_STATUS
EOCF_LIB_TERM_ID STATUS
SORT_ORDER_NUM STATUS_MODE
EOCF_CONFIG_ID RB_SYSD_SBR
RB_SYSD_SBR RB_AUDIT_SBR
RB_AUDIT_SBR
 CRM 8.9 Call Center - Solutions and Solution Setup

PS_RC_CASE PS_RC_RESOLUTION PS_RC_SOLNHIST_SET PS_RC_SOLNHIST_LNG

CASE_ID CASE_ID (FK) SETID SETID (FK)
BUSINESS_UNIT BUSINESS_UNIT (FK) PNLGRPNAME PNLGRPNAME (FK)
RSLN_SEQ_NBR EVENT_SET_ID EVENT_SET_ID (FK)
SOLUTION_ID (FK) LANGUAGE_CD
SETID (FK) DESCR
DESCRLONG DESCRLONG
PS_RC_SOLUTION_LNG RC_MAINT_OWNER DESCR
SETID (FK) RB_AUDIT_SBR
PS_RC_SOLN_NOTE PS_RC_SOLUTION
SETID (FK) SOLUTION_ID (FK)
SETID
SOLUTION_ID (FK) LANGUAGE_CD
SOLUTION_ID
NOTE_SEQ_NBR
SOLUTION_DESCR
RC_SOLUTION_TYPE
RC_SUMMARY KEYWORDS
SOLN_STATUS PS_RC_SOLNHIST_ITM
RC_NOTE_TYPE SYMPTOM_DESCR
RC_SOLN_VISIBILITY
RC_VISIBILITY RC_SUMMARY SETID (FK)
RC_SUMMARY
BUSINESS_UNIT (FK) PNLGRPNAME (FK)
SYMPTOM_DESCR
RC_DESCRLONG PS_RC_SOLN_HISTORY EVENT_SET_ID (FK)
KEYWORDS
RSLN_SEQ_NBR (FK) SEQNO
LAST_ACTION_DTTM SETID (FK)
CASE_ID (FK) EXPIRY_IND SOLUTION_ID (FK) PNLNAME
EXPIRY_DATE SEQ_NUM EVENTNAME
EXPIRY_REASON ENABLED
NEW_SOLUTION_ID EVENTNAME
OLD_VALUE RC_MAINT_OWNER
PS_RC_SOLN_ATTACH USAGE_COUNT RB_AUDIT_SBR
LAST_USAGE_DTTM NEW_VALUE
SOLUTION_ID (FK) DESCR254
NOTE_SEQ_NBR (FK) USER_UPDATE_DTTM
UPDATED_BY_USER RB_AUDIT_SBR
ATTACH_SEQ_NBR
SETID (FK) RC_SOLVED_COUNT
SOLUTION_DESCR PS_RC_SOLN_PRODUCT PS_RC_SEARCH_GROUP
SOLUTION_ID (FK) SEARCH_GROUP_ID PS_RC_SRCH_GRP_LNG
ATTACHSYSFILENAME RB_AUDIT_SBR
ATTACHUSERFILE FAQ_FLAG SETID (FK) SEARCH_GROUP_ID (FK)
SEARCH_GROUP_NAME LANGUAGE_CD
DESCRIPTION PRODUCT_ID
LINK_SOURCE DESCR100
RB_AUDIT_SBR SEARCH_MODE DESCR100
RC_SOLVED_COUNT RB_SYSD_SBR
PS_RC_SOLN_LIBRARY RB_AUDIT_SBR
PS_RC_SOLN_ATH_LNG SETID (FK)
SETID (FK) SOLUTION_ID (FK) PS_RC_SOLN_CTD
SOLUTION_ID (FK) LIBRARY_ID (FK) PS_RC_SG_RECORD
SETID (FK) SEARCH_GROUP_ID (FK)
NOTE_SEQ_NBR (FK)
RB_AUDIT_SBR SOLUTION_ID (FK) RECNAME PS_RC_SG_RECORD_LN
ATTACH_SEQ_NBR (FK)
SETID (FK) RC_CATEGORY RECNAME (FK)
LANGUAGE_CD
RC_TYPE SUMMARY_FIELD_LEN SEARCH_GROUP_ID (FK)
DESCRIPTION RC_DETAIL SUMMARY_FIELDNAME LANGUAGE_CD
TITLE_FIELDNAME
LINK_SOURCE ID_FIELDNAME RECDESCR
RC_SOLVED_COUNT RECDESCR
PS_RC_SOLN_RELATED RB_AUDIT_SBR RB_SYSD_SBR
SOLUTION_ID (FK)
PS_RC_SOLN_LIB_TBL PS_RC_SOLN_ERROR
SETID (FK)
SETID SOLUTION_ID (FK)
SOLN_RELATE_TYPE (FK) LIBRARY_ID ERROR_ID
LINK_SOURCE SETID (FK)
RB_AUDIT_SBR LIBRARY_NAME PS_RC_SG_FIELD PS_RC_SG_FIELD_LNG
LIBRARY_DESCR LINK_SOURCE SEARCH_GROUP_ID (FK) SEARCH_GROUP_ID (FK)
SEARCHABLE_IND RC_SOLVED_COUNT RECNAME (FK) RECNAME (FK)
DEFAULT_IND RB_AUDIT_SBR FIELDNAME FIELDNAME (FK)
PS_RC_SOLN_RLT_TBL RB_AUDIT_SBR LANGUAGE_CD
SOLN_RELATE_TYPE ORDER_NBR
FIELDDESCR FIELDDESCR
RELATIONSHIP_NAME PS_RC_SOLN_LIB_LNG
RB_SYSD_SBR
RELATIONSHIP_DESCR LIBRARY_ID (FK)
RB_AUDIT_SBR PS_RC_SOLN_LIB_LIB SETID (FK)
LIBRARY_ID (FK) LANGUAGE_CD
SETID (FK) RB_SYSD_SBR
LIBRARY_DESCR PS_RC_SOLN_ATMT_SS
DEFAULT_LIBRARY_ID
BUSINESS_UNIT
RB_AUDIT_SBR BO_ID_CUST RC_MAINT_OWNER
PS_RC_SOLN_RLT_LNG PS_RC_SOL_PRODSRCH SEQUENCE_NUMBER SYSD_APPLICATION01
SOLN_RELATE_TYPE (FK) SETID SYSD_APPLICATION02
LANGUAGE_CD SOLUTION_ID RSLN_STATE SYSD_APPLICATION03
SOLUTION_ID SYSD_APPLICATION04
RELATIONSHIP_DESCR PS_RC_ERROR_TBL PROD_DESCRLONG RB_AUDIT_SBR SYSD_APPLICATION05
RELATIONSHIP_NAME SETID SYSD_APPLICATION06
ERROR_ID SYSD_APPLICATION07
ERROR_CODE SYSD_APPLICATION08
PS_RC_REL_SOL_RUN PS_RC_ROW_TBL SYSD_APPLICATION09
ERROR_MESSAGE PS_RC_REASON_SOLN
OPRID RB_AUDIT_SBR ROW_NUMERIC SETID SYSD_APPLICATION10
RUN_CNTL_ID
ROW_TEXT RC_CLOSE_REASON_CD
ROWS_TO_RETURN
PS_RC_SOLN_RUN_CNT SOLUTION_ID
RB_SCORE REASON_TYPE PS_RB_AUDIT_SBR
TO_DATE OPRID
FROM_DATE RUN_CNTL_ID PS_RC_TOP_OPR_SOLN
SOLUTION_USAGE_RNG OPRID ROW_ADDED_DTTM
SOLN_CTD_LINK ROW_ADDED_OPRID
SOLN_ERROR_LINK USED_COUNT ROW_LASTMANT_DTTM
PS_RC_TOP_SOL
SOLN_PRODUCT_LINK SOLUTION_ID ROW_LASTMANT_OPRID
SOLUTION_CTD ORDER_NBR OPRID
RUN_CNTL_ID SYNCDTTM
SOLUTION_ERROR SYNCID
SOLUTION_PRODUCT SETID
SOLUTION_USAGE ROW_ADDED_DTTM
TO_DATE RC_FREQ_USED_FLAG
FROM_DATE
SOLUTION_USAGE_RNG
Sub Record Definition
 CRM 8.9 Call Center - Display Template Setup

PS_RDT_CFG_PAGE PS_RDT_CFG_SECTION PS_RDT_FIELD_REF

PS_RDT_CFG_COMP PS_RDT_CFG_FIELD
PNLGRPNAME (FK) PNLGRPNAME (FK) FIELD_REF_ID
PNLGRPNAME PNLGRPNAME (FK)
MARKET (FK) MARKET (FK)
MARKET MARKET (FK) FIELDTYPE_CHAR
PNLNAME PNLNAME (FK)
PNLNAME (FK) OCCURSLEVEL
TRANSACTION_RECORD PAGE_SECTION_ID
HIDDEN_FLG PAGE_SECTION_ID (FK) SCROLL_NAME_1
TRANSACTION_FIELD FIELD_REF_ID SCROLL_NAME_2
SECONDARY_FLG FIELD_REF_ID
RB_SYSD_SBR SCROLL_NAME_3
COMMENTS254 LAYOUT_TYPE
RB_AUDIT_SBR SORT_ORDER_NUM GRID_NAME
SORT_ORDER_NUM ALW_EXP_ICN_REF_ID
RB_SYSD_SBR ALW_EXP_HL_REF_ID ALWAYS_FLD_REF_ID RECNAME
RB_AUDIT_SBR ALW_LABEL_REF_ID EXPANDD_FLD_REF_ID FIELDNAME
ADAPTER_FLD_FLG PNLFIELDNAME
EXP_LABEL_REF_ID
ADAPTER_GB_REF_ID LABEL_REF_ID
EXPANDED_GB_REF_ID
COMMENTS254 GRID_COLUMN_FLG
HTML_FIELD_REF_ID
BO_SEARCH_FLG RB_SYSD_SBR SECT_SEQ_NBR
APPCLASSREF RB_AUDIT_SBR FIELD_SEQ_NBR
COMMENTS254 RTLB_WIDTH
SORT_ORDER_NUM
RB_SYSD_SBR
RB_AUDIT_SBR

PS_RDT_CFGLPAGE PS_RDT_LABEL_REF
PNLGRPNAME (FK) LABEL_REF_ID
MARKET (FK)
PNLNAME (FK) LBL_CATEGORY
LANGUAGE_CD LABEL_ID
PS_RDT_CFG_OPT LBLTYPE
PNLGRPNAME (FK) COMMENTS254 ONVALUE
MARKET (FK) PS_RDT_CFGLFIELD MESSAGE_SET_NBR
PNLGRPNAME (FK) MESSAGE_NBR
RB_APPCLASS_SET
TB_APPCLASSREF MARKET (FK)
PS_RDT_CFGLSECTION PNLNAME (FK)
CONFIG_SEARCH_FLG
BO_SEARCH_FLG PNLGRPNAME (FK) PAGE_SECTION_ID (FK)
MARKET (FK) FIELD_REF_ID (FK)
TOOLBAR_FLG
PNLNAME (FK) LANGUAGE_CD
FLG_360
PAGE_SECTION_ID (FK)
LIC_PROD_CD_FLG
LANGUAGE_CD COMMENTS254
LIC_PROD_DESCR_FLG
SS_CONFIRM_FLG RB_SYSD_SBR
COMMENTS254
RC_PREDEFN_FLG
SEARCH_DEFN_FLG PS_RDT_CFG_STATE
EMAILFORM_NOTE_FLG PNLGRPNAME (FK) RC_MAINT_OWNER
EMAILFORM_SOLN_FLG MARKET (FK) SYSD_APPLICATION01
PORTAL_FLG PNLNAME (FK) SYSD_APPLICATION02
LINK_GROUP_FLG PAGE_SECTION_ID (FK) SYSD_APPLICATION03
RB_SYSD_SBR SYSD_APPLICATION04
SECTION_STATE_ID
RB_AUDIT_SBR SYSD_APPLICATION05
LANGUAGE_CD PS_RDT_CFGLSTATE
SYSD_APPLICATION06
PNLGRPNAME (FK) SYSD_APPLICATION07
FIELD_REF_ID
MARKET (FK) SYSD_APPLICATION08
SORT_ORDER_NUM PNLNAME (FK)
APPCLASSREF SYSD_APPLICATION09
PAGE_SECTION_ID (FK) SYSD_APPLICATION10
LABEL_REF_ID
SECTION_STATE_ID (FK)
GOTO_LABEL_REF_ID
LANGUAGE_CD (FK)
COMMENTS254
RB_SYSD_SBR COMMENTS254
RB_AUDIT_SBR
PS_RB_AUDIT_SBR

PS_RDT_TMPL_DEFN PS_RDT_TMPL_COMP ROW_ADDED_DTTM

PS_RDT_TMPL_PAGE PS_RDT_TMPL_SECTN PS_RDT_TMPL_FIELD
DISP_TMPL_ID DISP_TMPL_ID (FK) ROW_ADDED_OPRID
DISP_TMPL_ID (FK) DISP_TMPL_ID (FK)
PNLGRPNAME DISP_TMPL_ID (FK) ROW_LASTMANT_DTTM
DESCR30 PNLGRPNAME (FK) PNLGRPNAME (FK)
MARKET PNLGRPNAME (FK) ROW_LASTMANT_OPRID
COMMENTS254 MARKET (FK) MARKET (FK) MARKET (FK) SYNCDTTM
RB_SYSD_SBR ACTIVE_FLG PNLNAME PNLNAME (FK) PNLNAME (FK) SYNCID
RB_AUDIT_SBR RB_SYSD_SBR PAGE_SECTION_ID
VISIBLE_FLG PAGE_SECTION_ID (FK)
RB_AUDIT_SBR FIELD_REF_ID
DEF_ADD_PAGE_FLG VISIBLE_FLG
DEF_UPD_PAGE_FLG DISABLE_SCROLL_FLG
VISIBLE_FLG
RB_SYSD_SBR LABEL_REF_ID Sub Record
RB_AUDIT_SBR ALWAYS_EXP_FLG
ALW_LABEL_REF_ID
LABEL_REF_ID
EXP_LABEL_REF_ID
SECURE_FLG
RB_SYSD_SBR
RSEC_FUNC_CD
RB_AUDIT_SBR
RB_SYSD_SBR
PS_RDT_TMPL_DEFN_L RB_AUDIT_SBR
DISP_TMPL_ID (FK) PS_RDT_TMPL_OPT_RO
LANGUAGE_CD DISP_TMPL_ID (FK)
DESCR30 PNLGRPNAME (FK)
COMMENTS254 MARKET (FK)
PS_RDT_TMPL_OPT
DISP_TMPL_ID (FK) RO_DD_ELEMENTS
PNLGRPNAME (FK) RO_ATTR_IMG
PS_RDT_TMPL_OPT_L
MARKET (FK) RO_ATTR_ICN_MSG
DISP_TMPL_ID (FK) RO_ATTR_ICN_NUM
PNLGRPNAME (FK) RB_APPCLASS_EXT RO_CFG_IMG
MARKET (FK) CONFIG_SEARCH_ID RO_CFG_DONE_IMG PS_RDT_TMPL_STATE
LANGUAGE_CD ADAPTER_ID RO_CFG_ICN_MSG DISP_TMPL_ID (FK)
VERSION_360 RO_CFG_ICN_NUM
LIC_PROD_DESCR PNLGRPNAME (FK)
LIC_PROD_CD RO_CFGDONE_ICN_MSG MARKET (FK)
LIC_PROD_DESCR RO_CFGDONE_ICN_NUM PNLNAME (FK) PS_RDT_TMPL_FLD_ST
SS_CONFIRM_FLG RO_PKG_IMG PAGE_SECTION_ID (FK)
RC_PREDEFN_ID DISP_TMPL_ID (FK)
RO_PKG_ICN_MSG SECTION_STATE_ID
SEARCH_DEFN_NAME PNLGRPNAME (FK)
RO_PKG_ICN_NUM
EMAIL_FORMID_NOTE MARKET (FK)
RO_PKG_DONE_IMG VISIBLE_FLG
EMAIL_FORMID_SOLN PNLNAME (FK)
RO_PKGDONE_ICN_MSG SORT_ORDER_NUM
PORTAL_NAME PAGE_SECTION_ID (FK)
RO_PKGDONE_ICN_NUM DEFAULT_STATE_FLG
PORTAL_OBJNAME SECTION_STATE_ID (FK)
LABEL_REF_ID FIELD_REF_ID (FK)
LINK_GROUP GOTO_LABEL_REF_ID
CACHE_SEQ_NUMBER RB_SYSD_SBR
RB_SYSD_SBR RB_AUDIT_SBR
RB_AUDIT_SBR