Creating a Conversation - 20b

Purpose:  Create a conversation for a specific customer using ctcLink.

Audience: Accounts Receivable staff.

ctcLink enables you to review a conversation with a customer contact, track broken promises, and define actions to be taken. You can add additional conversation information for an existing customer. You can view conversations and the status of promises made by customers using conversations on the Conversations tab of the Collections Workbench.

You can also attach documents to the conversation, such as proof of delivery slips or a bill of lading.

Creating a Conversation

Navigation:  Accounts Receivable > Customer Accounts > Item Information > View/Update Item Details

You have now navigated to the View/update Item Details page where you can enter your search criteria for a specific customer.

  1. Select the Business Unit field and enter the desired information.
  2. Select the Customer ID field and enter the desired information.
  3. Select the Item ID field and enter the desired information.
  4. Select the Search button.
View/Update Item Details

Use the Detail 1 page to change discount, payment, and draft options for an item. This page also enables you to put an item in dispute or collections, mark an item as a deduction, and assign item owners.

  1. Scroll down to select the Add Conversation link.
Detail 1 Tab

Use the Conversations page to review and update conversation information for customers that you select.

Use the Status list to select the status of the conversation. 

  1. Select the Description field and enter the desired information.
  2. Select the Subject field and enter the desired information.

Use the Conversation Entries group box to add new conversations with a selected contact or review existing conversations.

  1. Select the Contact ID field and enter the desired information if applicable.  
  2. Select the Comments field and enter the desired information. 

Use the Customer Visible option to enable self-service users (customers, brokers, and salespeople) to view the conversation on the eBill Payment self-service pages.

  1. Select the Customer Visible option.
  2. Select the Promise of Payment option.
Conversation Page

Selecting the Promise of Payment option indicates that this conversation contains a promise date and displays the Promise of Payment group box.

The receivables analyst must enter a promise date and the amount that the customer promised to pay in order to save the conversation. 

A promise conversation, once saved, cannot be converted back to a regular conversation.

  1. Select the Promise Date field and enter the desired information.
  2. Select the Promise Amount field and enter the desired information.

Default Tolerance Days are derived from the days that you entered on the Promise Date Options page for a SetID and customer, or SetID and customer group. If you did not enter a value in this field on the Promise Date Options page, there will be no tolerance for promised payments that are late. 

The Tolerance Days are used by the Condition Monitor to determine whether a promise has been kept, is still open, or has been broken. The Condition Monitor will add the tolerance days to the promise date to determine if the promise has been kept or broken.

The Payment Tolerance percentage default value is entered in the Set ID and is used when a customer sends a payment for an amount that is less than the promised amount.

When a customer sends a payment for an amount less than the amount promised, and this amount satisfies the payment tolerance percentage,  then the payment will be accepted and processed. If the payment does not meet the payment tolerance percentage criteria, further action will be taken.

  1. Select the Confidence list. Because this customer has been late before, confidence in their paying on the promise date is low.

If the Condition Monitor determines that a promise has been broken, it triggers the Broken Promise Action. If the action is assigned to a specific user, an action item will be created for the broken promise User ID that appears on this page. This user selects the Done option after completing the action.

Because the tolerance days have not passed based on the specified promise date, the broken promise action has not been triggered.

You can override the current promise date manually by selecting the Override Promise Status option. You must select the reason for this override and select a promise status of broken, kept, open, or canceled.

Next, enter values for the promise review.

  1. Select the Date field and enter the desired information.
  2. Select the Action field and enter the desired information.  
  3. Select the User ID field.

The system automatically assigns the action to your User ID, which you can override with proper permissions. In this example, accept the system value.

The User ID assigned to the action selects the Done option after completing the selected action. Once the user selects this Done option, the Condition Monitor will not create action items for the User ID selected for the review.

Select the Supervisor Review option if the promise payment conversation needs to be reviewed by a supervisor.  Selecting this option causes this promise conversation to appear in the Supervisor Review Needed component.

  1. Select the Supervisor Review option. Once you select this option, a Status box is added to the Promise Review box.
  2. Select the Status list.  Indicate that the supervisor Reviewed this action. A supervisor can review an action more than once if the action was not completed satisfactorily.

If you are responsible for receivables activities, you can follow up a conversation by mail. In the Follow Up group box, you can enter "F" in the Letter field. Once the system creates the letter, it updates this Date field and selects the Done option.  

You create the letters by running the Follow Up Letters Extract Application Engine process (AR_FOLLOWUP) and printing the Customer Follow Up Letter report (ARX33004).

You can add up to three key words to easily retrieve conversations.

  1. Select the Keyword1 field and and enter information.
  2. Select the Spell Check Comments button.  
  3. Select the OK button.
Promise of Payment

You have successfully created a conversation with promise of payment for your customer.

End of Procedure.


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