Maintaining Customer Conversations - 20b

Purpose:  Manage customer conversations using ctcLink.

Audience:  Accounts receivable staff.

Many conversations take place between you and your customer contacts. You may want to note conversations about a specific issue, summarize general conversations for future reference, or add information to a recent conversation.

ctcLink enables you to record customer conversations for future review.

Maintaining Customer Conversations

Navigation:  Accounts Receivable > Customer Interactions > Conversations > View/Update Conversations

You are now on the View/Update Conversations page.  Your business unit may auto-populate, in which case you can skip step 1.

  1. Select the Business Unit field.  Enter the desired information into the Business Unit field.
  2. Select the Cust ID field.  Enter the desired information into the Cust ID field.  
  3. Select the Search button.
View/Update Conversations Search

Review your search results for the Cust ID and select the description you want to view/update.

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

Use the Status list to select/review the status of your customer's conversation. 

Use the Action field to specify/review an action that you will perform in relation to a customer.

  1. Select the Action field.  Enter the desired information into the Action field.

Use the Keyword1 field to specify the keyword to categorize conversations for easier retrieval in ctcLink Receivables.  

  1. Select the Keyword1 field.  Enter the desired information into the Keyword1 field.
  1. Select the References tab.

Use the References page to link a conversation to a reference.

  1. Select the Qualifier field.  In this example, you will reference the item number.  Enter the desired information into the Qualifier field. 

The Reference ID field appears.

  1. Select the Reference ID field.  Enter the desired information into the Reference ID field. 
  2. Select the Save button.

You have successfully reviewed and updated conversation information for your customer.

End of procedure.


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