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Recording the Customer's Decision About the Outcome

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End users can record the customer's decision about the outcome.

To record the customer's decision about an account adjustment outcome

Navigate to the Credit Management screen.
In the Credit Alerts list, select a credit alert.
Click the Account Adjustments view tab.
In the Account Adjustments list, enter information in the Customer Decision and Customer Decision Date fields.

NOTE:  If your company's policy does not require a customer decision regarding an account adjustment outcome, the customer decision fields may not appear in Siebel eCommunications.

If the customer rejects the outcome, discuss the options again and submit another request.

To record the customer's decision about a payment arrangement outcome

Navigate to the Credit Management screen.
In the Credit Alerts list, select a credit alert.
Click the Payment Arrangements view tab.
Scroll down to the Payment Arrangements Outcome form and enter information in the Customer Decision and Customer Decision Date fields.

NOTE:  If your company's policy does not require a customer decision regarding an account adjustment outcome, the customer decision fields may not appear in Siebel eCommunications.

If the customer rejects the outcome, discuss the options again and submit another request.

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