9.2 Maintaining Customer Conversations

Purpose:  Manage customer conversations using ctcLink.

Audience:  Accounts Receivable staff.

You must have at least one of these local college managed security roles:

  • ZC AR Customer Maintenance
  • ZZ AR Customer Maintenance

If you need assistance with the above security roles, please contact your local college supervisor or IT Admin to request role access.

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:  NavBar > Navigator > Accounts Receivable > Customer Interactions > Conversations > View/Update Conversations

  1. The View/Update Conversations search page displays.
  2. Enter SetID.
  3. Enter Business Unit.
  4. Enter Cust ID.
  5. Enter additional Search Criteria to identify your conversation.
  6. Select Search.
View Update Conversations search page
  1. The Conversations tab displays.  Use it to review and update conversation information for the SetIDs and customers that you select.
  2. Use the Status list to select/review the status of your customer's conversation.
  3. Use the Action field to specify/review an action that you will perform in relation to a customer.
  4. Use the Keyword1 field to specify the keyword to categorize conversations for easier retrieval in ctcLink Receivables.
  5. Select the References tab.
Conversations tab
  1. The References tab displays.  Use it to link a conversation to a reference.
  2. Enter Qualifier.
  3. Enter Reference ID.
  4. Select Save.
References tab
  1. Process complete.


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