Using the Collections Workbench Concept Using the Collections
Using the Collections Workbench Concept
Using the Collections Workbench
Using the Collections Workbench Step 1 Begin by navigating to the Collections Workbench page. Click the vertical scrollbar.
Using the Collections Workbench Step 2 Click the Accounts Receivable menu.
Using the Collections Workbench Step 3 Click the vertical scrollbar.
Using the Collections Workbench Step 4 Click the Collections Workbench menu.
Using the Collections Workbench Step 5 Use the Collections Workbench page to closely track and manage customer data--from the day the customer receives a statement until it is paid or referred to a collection agency. This page provides the collector with all of the information and metrics needed to perform these tasks.
Using the Collections Workbench Step 6 Click in the Customer field.
Using the Collections Workbench Step 7 Enter the desired information into the Customer field. Enter "1000".
Using the Collections Workbench Step 8 The default level is No Relationship, which displays only data for the selected customer or customers, and no multilevel hierarchy will be applied to any of the Collection Workbench tabs. Click the Level list.
Using the Collections Workbench Step 9 In this example, you want to see the customer information for every customer that is at the same level or a lower level in the hierarchy. Click the Corporate list item.
Using the Collections Workbench Step 10 Use the Notes button (exclamation mark) to access notes or documents associated with the selected customer. This button appears only if notes and documents exist for this customer.
Using the Collections Workbench Step 11 In the Collections Workbench header, you can search by values for contracts only, or by both customers and contracts. However, if you search data by contract, you must include a value in at least one of these fields: Contract, Billing Specialist, Billing Authority, or Reference Award Number.
Using the Collections Workbench Step 12 Click the Search button.
Using the Collections Workbench Step 13 The system populates the Action List and Customer Details sections, and the Collections Workbench tabs with data for the selected search criteria.
Using the Collections Workbench Step 14 Use the Personalize Content link to access the Personalize Content page, where you can personalize the tabs and sections you see on the Collections Workbench. For example, you may want to hide the Action List section if you don't want to use it, or you may want to change the tab labels and order of tab appearance.
Using the Collections Workbench Step 15 Expand the Action List section. Click the Action List arrow.
Using the Collections Workbench Step 16 Use the Action List section to view any action items associated with the user ID and the selected customer. If you do not specify a customer ID and you click the Search button in the header of the Collections Workbench, the system displays all action items that are assigned to this user and have an action status of New.
Using the Collections Workbench Step 17 You can click the Reassign Action link to reassign an action to another owner.
Using the Collections Workbench Step 18 Select an action filter from a list of one or more action filters that you previously set up using the Add Filter link. When you select an action filter, a list of actions appear in the Action List section based on the criteria you selected and saved on the Filter Action List page.
Using the Collections Workbench Step 19 Collapse the Action List section. Click the Action List arrow.
Using the Collections Workbench Step 20 Use the Customer Details section to review details about the selected customer. You can determine the information that you want to see in this section as well as the format on the Personalize Content page.
Using the Collections Workbench Step 21 The Risk Score field displays the risk score value that is calculated based on setting up risk scoring rules and running the Request Risk Scoring process (AR_RISK). You must run this process to see the most current risk score for this customer. Click the 13 link.
Using the Collections Workbench Step 22 Use the Risk Score Details page to view the elements that were used in computing the current risk score. Risk scores are calculated based on rules that your organization set up during implementation.
Using the Collections Workbench Step 23 Click the Cancel button.
Using the Collections Workbench Step 24 In this example, you want to review the Collections Workbench data for another customer. Click in the Customer field.
Using the Collections Workbench Step 25 Enter the desired information into the Customer field. Enter "1001".
Using the Collections Workbench Step 26 Click the Search button.
Using the Collections Workbench Step 27 Now the data for customer 1001 - Apex Systems appears on the page.
Using the Collections Workbench Step 28 Click the Customer Details arrow.
Using the Collections Workbench Step 29 Click the vertical scrollbar.
Using the Collections Workbench Step 30 The Credit Profile tab describes the current and past circumstances of the selected customer's credit. You can see everything that you need concerning this customer's credit including the credit limit, risk score, and D&B rating.
Using the Collections Workbench Step 31 Any open, kept, or broken promises that apply to the selected customer are listed, based on the promise tracking capabilities in each conversation that is created for this customer. This information enables you to quickly determine whether this customer is reliable in keeping their promises to remedy any payment problems.
Using the Collections Workbench Step 32 Click the Customer Messages link.
Using the Collections Workbench Step 33 Use the Customer Messages page to view messages that have been created for this customer by selecting 0120 - Messages in the General Info Links list on the customer's General Info page. You can also add new messages for this customer directly from this page by adding information and clicking the Apply button.
Using the Collections Workbench Step 34 Click the Cancel button.
Using the Collections Workbench Step 35 You can search for a specific History ID. You can also select Most Recent from the History list to display the most recent customer history, or select All to see all of this customer's payment history, in the Customer History grid.
Using the Collections Workbench Step 36 Click the History list.
Using the Collections Workbench Step 37 Click the Most Recent list item.
Using the Collections Workbench Step 38 Click the Search button.
Using the Collections Workbench Step 39 The Customer History grid now shows only the most recent periods.
Using the Collections Workbench Step 40 Click the Payments tab.
Using the Collections Workbench Step 41 The Payments tab displays the outstanding and complete payment information and the payment performance for a customer.
Using the Collections Workbench Step 42 Because you selected a Set. ID, customer, and business unit in the Collections Workbench header, the system displays the information for that specific business unit. When you leave the business unit blank, the system displays the totals for all business units that apply to the selected customer.
Using the Collections Workbench Step 43 Click the Items tab.
Using the Collections Workbench Step 44 The Items tab enables you to display an item list associated with the selected customer based on the item status. You can also set up one or more filters to narrow your search for items.
Using the Collections Workbench Step 45 Use the Item List to view a breakdown of the total balance due based on each item. The Item List is identical the Item List component (Accounts Receivable, Customer Accounts, Item Information, Item List).
Using the Collections Workbench Step 46 Depending on the Level value for the customer that you selected in the header (Corporate, Correspondence, No Relationship, or Remit From), if a customer hierarchy is associated with this customer, then the items purchased by the customer and all other customers defined at the same level or at a lower level in the hierarchy will appear in the Item List.
Using the Collections Workbench Step 47 After you select items in the Item List grid for the customer, you can choose an item action, such as creating a maintenance worksheet, paying for an item by credit card, or generating a dunning letter. When you select an item action, the system transfers you to the appropriate page to perform the action, such as the Maintenance Worksheet, and lists the items on that page.
Using the Collections Workbench Step 48 Click the Conversations tab.
Using the Collections Workbench Step 49 The Conversations tab enables you to display a conversation's details related to the selected customer. You can filter and add conversations, update contacts, and review the status of any promises made by this customer.
Using the Collections Workbench Step 50 Because you selected Corporate in the Level header field for this customer, the results display conversations in the hierarchy for customer 1001 and customer CWBUSD 1001, which is part of the corporate hierarchy that was set up on this customer's General Info page.
Using the Collections Workbench Step 51 Click the Filter Conversations link.
Using the Collections Workbench Step 52 Use the Filter Conversations page to search for specific conversations by creating a filter of selected attributes.
Using the Collections Workbench Step 53 Click the Cancel button.
Using the Collections Workbench Step 54 You can add a conversation directly from the Collections Workbench here or by clicking the Add Conversation link in the header region.
Using the Collections Workbench Step 55 Click the Update Contacts link.
Using the Collections Workbench Step 56 Use the Update Contacts page to view a list of all the contacts with their contact information for the selected customer.
Using the Collections Workbench Step 57 Click the Mary Lewis link.
Using the Collections Workbench Step 58 Use the Maintain Contacts page to modify information about the selected contact. You can also access the customer information for this contact, the contact's phone and type, the contact's user profile, and any staffing information regarding this contact, if applicable.
Using the Collections Workbench Step 59 Compose and send an email to this contact by clicking the Email (envelope) button.
Using the Collections Workbench Step 60 Click the OK button.
Using the Collections Workbench Step 61 Click the OK button.
Using the Collections Workbench Step 62 Click the Promises Inquiry link.
Using the Collections Workbench Step 63 Use the Promise Date Inquiry page to search for any promises made by this customer based on selecting all or some of the search criteria on this page.
Using the Collections Workbench Step 64 You must select one of the Display Options for displaying the search results in the Promises grid.
Using the Collections Workbench Step 65 Click the Cancel button.
Using the Collections Workbench Step 66 Next, go to the run control page used to generate a report of customer conversations. Click the Conversations Report link.
Using the Collections Workbench Step 67 Click the Add a New Value tab.
Using the Collections Workbench Step 68 Enter the desired information into the Run Control ID field. Enter "DEMO".
Using the Collections Workbench Step 69 Click the Add button.
Using the Collections Workbench Step 70 Use the Customer Conversations run control page to generate a report that lists the conversations for a customer for a specified period of time.
Using the Collections Workbench Step 71 Click the Cancel button.
Using the Collections Workbench Step 72 Click the Correspondence tab.
Using the Collections Workbench Step 73 The Correspondence tab enables you to search for and access statement and dunning letter details for the selected customer. You can drill down to details, view an online image of a statement, and send a statement by email from this page.
Using the Collections Workbench Step 74 In the Statement History group box, you can use the Statement Number field to search for and display a specific statement, and the Statement Date field to search for and display any statements created on the selected date.
Using the Collections Workbench Step 75 Click the Location object.
Using the Collections Workbench Step 76 Use the Review Statements page to view the details of the selected statement for this customer.
Using the Collections Workbench Step 77 Click the Cancel button.
Using the Collections Workbench Step 78 A Statement Image button appears in the Statements grid if a statement is available. Upon clicking the button, an image of the actual statement appears in a new window.
Using the Collections Workbench Step 79 Click the Send Statement button.
Using the Collections Workbench Step 80 Use the Send Statement page to send the statement as an attachment by email through the Collections Workbench.
Using the Collections Workbench Step 81 The email address of the primary contact of the customer appears by default in the To field. Your email address appears by default in the BCC (blind copy) field. You can change information in the Email fields depending on business processes and record keeping.
Using the Collections Workbench Step 82 Click the Cancel button.
Using the Collections Workbench Step 83 Use the Dunning Number field to search for and display a specific dunning number in the grid, and the Dunning Date field to search for and display any dunning numbers created on the selected date.
Using the Collections Workbench Step 84 Click the horizontal scrollbar.
Using the Collections Workbench Step 85 Click the More Info button.
Using the Collections Workbench Step 86 Use the Dunning Letters page to review the details concerning the items that are associated with the selected dunning letter.
Using the Collections Workbench Step 87 Click the Letter Content tab.
Using the Collections Workbench Step 88 Use the Letter Content page to review the actual content of the selected dunning letter.
Using the Collections Workbench Step 89 Click the Cancel button.
Using the Collections Workbench Step 90 Click the Aging tab.
Using the Collections Workbench Step 91 Use the Aging tab to view current and past due balances, high balance and high past due balances, and the balance and past due balance dates for the selected customer.
Using the Collections Workbench Step 92 The current Aged Date appears and will be updated when you click the Update Aging button, along with the aging amounts in the Customer Aging grid.
Using the Collections Workbench Step 93 Click the Customer Hierarchy tab.
Using the Collections Workbench Step 94 Use the Customer Hierarchy tab to view the multilevel customer hierarchy that is based on values that you select on the customer's General Info page.
Using the Collections Workbench Step 95 The Level value that you select in the header of the Collections Workbench page determines whether a customer hierarchy will display on the Customer Hierarchy tab. If you selected a customer that is not part of a customer hierarchy, or if you selected the No Relationship value, then nothing appears on the tab.
Using the Collections Workbench Step 96 The level that you select in the header also rolls up the item and past due balances for each level of customer in the selected customer hierarchy and displays them on the Customer Hierarchy tab along with each customer's credit limit. You can click on the customer's name to access the customer's General Info page.
Using the Collections Workbench Step 97 Click the Collapse button.
Using the Collections Workbench Step 98 When you click a customer's Item Balance or Past Due link, the Collections Workbench displays the Items tab, where you can review the balance details.
Using the Collections Workbench Step 99 When you click the Credit Limit amount link, the Customer Credit page displays details concerning the selected customer's credit. View the credit limit for customer 1002 - Easy Solutions. Click the $150, 000. 00 object.
Using the Collections Workbench Step 100 Use the Customer Credit page to review details of the customer's credit information.
Using the Collections Workbench Step 101 Click the vertical scrollbar.
Using the Collections Workbench Step 102 Click the Cancel button.
Using the Collections Workbench Step 103 Click the Contracts tab.
Using the Collections Workbench Step 104 Use the Contracts tab to view balance and past due amounts by contract or contract lines.
Using the Collections Workbench Step 105 Click the Filter Contracts link.
Using the Collections Workbench Step 106 Use the Filter Contracts page to add more filters to select for specific contract data in the Contracts grid.
Using the Collections Workbench Step 107 Click the Cancel button.
Using the Collections Workbench Step 108 When you click a contract's Balance or Past Due link, the Collections Workbench displays the Items tab, where you can review the balance or past due details.
Using the Collections Workbench Step 109 You have successfully used the Collections Workbench. End of Procedure.
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