This chapter covers the following topics:
Oracle Lease and Finance Management Customer Self Service provides you the ability to grant customers access to their lease contract information. Customers can view and administer their lease contracts and submit requests for a variety of contract modifications. Customer Self Service also notifies you and your customers of important events in the life of a lease contract, and prompts you to take the appropriate actions.
Before customers can use Customer Self Service, the following setup tasks must be completed:
Customers must be granted access to Customer Self Service.
To grant customers access to Customer Self Service, see Customer Self Service User Setup, in Define Users, Oracle Lease Management Implementation Guide.
The following Customer Self Service profile options must be specified.
OKL: AR Payment Method for Credit Card
OKL: Insurance Quote Duration in Days
For information on profile options see Define Profile Options, Oracle Lease Management Implementation Guide.
Customers can perform the following tasks from the Lease and Finance Management Customer Self Service Home page:
The Customer Self Service Home page provides customers a list of their most important notifications and the option to view a full list of notifications.
The Customer Self Service Home page lists all bookmarks created by the customer in the My List region. Bookmarks can be used as shortcuts to important lease contract information.
Customers can use Shortcuts to begin important lease contract tasks.
Customers can use the Contracts tab to search for contract related information and perform contract, quote, and insurance tasks on active, booked contracts.
Customers can perform the following tasks in the Contracts tab:
search for contract
view contract details
request billing change
request invoice format change
search for assets
view asset details
update serial numbers
update asset locations
view insurance details
submit insurance details
submit insurance claim
search for and view quotes
request insurance quote
accept insurance quote
request renewal quote
accept renewal quote
request termination quote
view payment schedule details
update counter readings
Customers can locate contracts by performing either a Simple or Advanced Search in the Contracts tab. A Simple Search includes the following parameters:
Contract Number
Agreement Number
Customer Name
Account Number
Contract Status
An Advanced Search allows Customers to expand or refine their search criteria.
Customers can bookmark contracts for future reference.
Customers can view a lease contract's details by locating and selecting the contract. A side navigation menu on the Contracts page lists contract detail options as described in the following table:
| Menu Items | Information |
|---|---|
| General Information | Includes customer information, rental period, and parties to a contract |
| Terms and Conditions | Includes general Terms and Conditions information, billing information, interest type, purchase options, termination options, and security deposit details. Billing and invoice format change requests can be submitted. |
| Assets | Assets information, including asset level billing setup details, add-ons, services, insurance, return, and serial number information. Some information can be updated. |
| Amortization Schedule | Amortization schedule details for loans |
| Fees | Contract fees and payment details |
| Insurance | View and update insurance policy details for a contract |
| Insurance Quotes | Information on contract insurance quotes |
| Payment Schedule | Rent and other payments for a contract. Click on the Details icon to view cash flow streams, such as rent amounts over the term of a contract. |
| Renewal Quotes | Information on contract renewal quotes |
| Services | Services on a contract. If the service line is linked to a service contract, this will also be displayed. |
| Termination Quotes | Information on contract termination quotes |
| Additional Information | Customers can view additional descriptive flexfield contract information provided the OKL: View Contract Additional Information in Customer Self Service profile option is set to Yes. |
Customers can request a new Bill To Site Number in the Billing Information region of the Terms and Conditions page of the Contracts tab by clicking on Request Billing Change, entering the new Bill To Site Number, and submitting the request.
A workflow notification of your approval or rejection of the billing change request will be sent to the customer.
Customers can request an invoice format change in the Billing Information region of the Terms and Conditions page of the Contracts tab by clicking on Request Invoice Format Change, selecting a New Invoice Format from the menu, and submitting the request.
A workflow notification of your approval or rejection of the invoice format change request will be sent to the customer.
Customers can locate assets by performing either a Simple or Advanced Search in the Assets page of the Contracts tab. A Simple Search includes the following parameters:
Asset Number
Customer Name
Account Number
Asset Description
An Advanced Search allows customers to expand or refine their search criteria.
Customers can view asset details by locating and selecting the asset. A side navigation menu on the Assets page lists the following contract detail options:
| Menu Item | Information |
|---|---|
| General Information | View asset header information, update serial numbers, and update installed location. Additional descriptive flexfield contract information can be viewed by customers provided the OKL: View Contract Additional Information in Customer Self Service profile option is set to Yes. |
| Add-Ons | View details about add-ons associated to an asset. |
| Billing | View a list of related invoices and outstanding balances associated with an asset. |
| Insurance | Insurance policies associated to an asset. |
| Return Information | View shipping instructions, contact details, and shipping addresses for an asset. |
| Serial Numbers | View and update serial numbers for an asset. |
| Services | View service and maintenance associated with an asset. |
Customers can view asset return information by entering full or partial search information on the Asset Returns page to locate an asset.
Customers can update serial numbers for multiple units or a single unit of an asset by locating the asset, selecting Serial Numbers from the Assets page menu, entering the new serial number, and submitting the request.
When the Customer submits a request for a new serial number, you receive notification of the request and either accept or reject the request. If you accept the request, Lease and Finance Management updates the serial number and sends notification to the customer. If you reject the request, the customer will also be notified.
Customers can update asset locations by locating the asset to be updated, selecting the asset, clicking Update Asset Location, choosing a new location from the list of values, and submitting their request.
When the customer submits a request for a new asset location, you receive notification of the request and either accept or reject the request. If you accept the request, Lease and Finance Management updates the location and sends notification to the customer. If you reject the request, the customer will also be notified.
Customers can view insurance policies associated to a customer's lease contract in the Insurance page of the Contracts tab. Customers can choose an insurance provider, enter policy details, review, and submit a policy request or update.
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Customers can submit insurance policy details by selecting a contract, choosing an insurance provider, entering policy details, reviewing the insurance details, and clicking Submit. Customers can submit third party policy details only, not policies obtained through the lessor.
Customers can submit claims against an insurance policy on the customer's lease contract by locating the policy, entering the claim details, and submitting the claim. When the claim is submitted, Lease and Finance Management generates a claim and sends a claim notification for you to process.
Customers can cancel an insurance policy by clicking the Cancel icon in the Policies page of the Contracts tab and submitting a request for cancellation.
Customers can locate and view quotes from the Quotes page of the Contracts tab. Quote search criteria can be specified by quote number, contract number, and quote type. Examples of quote types are Insurance Quote, Renewal Quote, and Termination Quote.
To search for all quotes on a contract, enter the quote number and click Go.
When a quote appears in the Results region, click on the quote to view quote details.
Customers can request an insurance quote in the Contracts tab by selecting Insurance Quote from the Contracts tab menu, clicking on Request Insurance Quote, choosing an insurance type, entering the quote information, reviewing, and submitting the information.
Once a customer has requested an insurance quote, they have the option of accepting, rejecting, or deferring a decision on the insurance quote.
When an insurance quote is accepted by the customer, Lease and Finance Management attaches the new insurance policy to the lease contract.
If the customer defers their decision on the insurance quote, the quote can be saved until it's expiration on the quote effective date. Customers can return to Customer Self Service later to accept the quote.
The lessor can create a renewal quote at the customer's request.
Once a customer has requested a renewal quote, and you have received the notification and created the renewal quote, the quote goes back to the customer for approval. The customer has the option of accepting or rejecting the renewal quote.
Customers can request a termination quote in the Contracts tab by performing the following tasks:
locate the contract
enter the quote details
select the assets
enter the quantity to terminate
select the serial numbers to terminate
review and submit the request
When the customer submits a request for a termination quote, Lease and Finance Management performs validation checking to verify that the quote recipient exists and that the lease contract's terms and conditions permit termination quotes.
If the validation fails, the customer will receive a notification of the failure. If the validation passes, the customer will be notified when an approved quote is created.
When the customer accepts the termination quote, it is updated as Accepted and processed for termination.
Customers can view the lease contract payment schedule summary by clicking on Payment Schedules on the Contracts tab menu. Payment schedule details are accessed from the Details icon of the Payment Schedule page.
Customers can view and update the history of counter readings in the Counters page of the Contracts tab by locating the counter, updating the information, and submitting an update request.
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Billing Transactions
Once a customer has been set up to use Customer Self Service, they can use the Accounts tab to review invoices, payments, and profile information.
Customers can perform the following tasks from the Accounts tab:
search for invoices
view invoice details
make a payment
view account, contact, and site details
Customers can locate invoices by performing either a Simple or Advanced Search from the Invoices page of the Accounts tab. A Simple Search includes the following parameters:
Invoice Number
Due Date From
Due Date To
An Advanced Search allows customers to expand or refine their search criteria.
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Customers can view invoice details from the Invoice page of the Accounts tab after locating an invoice, by clicking on the specific invoice to open the Invoice Details page. The Invoice Details page displays invoice header information, customer details, invoice lines, and a list of payments made for an invoice.
Customers can make payments against their outstanding invoices using credit card or bank account transfer. Lease and Finance Management integrates with Oracle Payments for payment authorization.
To make payments, click Make Payment link provided on the Customer Self Service Home page or search for the invoice and click Make payment on the Invoice result table.
If customer want to Make payment against invoice lines, then navigate to invoice details, select the invoice lines and then click Make payment on the Invoice Details page.
To make a payment perform the following steps:
Select an invoice against which the payment is to be made. This step is required only when you navigate from the home page.
Lease and Finance Management defaults the amount remaining for the selected invoice as a payment amount. You can update the payment amount.
You can enter the payment date and select the payment method. If you select the credit card as payment method, then select credit already associated to the payment setup or create a new credit card detail. If the payment method is Customer Bank Account Transfer, then select the bank account associated to the payment setup or create a new bank account detail.
On Review and Submit Payment Details page, Lease and Finance Management displays invoice details, payment amount, payment method and credit card or bank account details to the customer. Click Finish to review the details and make payment.
Lease and Finance Management processes the payment based on payment method setup. On successful processing it creates receipt and receipt applications.
Note: The receipt method for the receipt is derived based on the default receipt method associated to selected payment method. You can set up the default receipt method for credit card and bank account transfer at an operating unit level.
See: Define Payment Method, Oracle Lease Management Implementation Guide
Customers can locate payments by performing either a Simple or an Advanced search from the Payments page of the Accounts tab. A Simple search includes the following parameters:
Payment Number
Payment Status
Invoice Number
Currency
From and To Payment Date
An Advanced search allows customers to expand or refine their search criteria.
Customers can view payment details from the payment page of the Accounts tab, click on the specific payment to open the payment page. The payment Details page displays payment header information, balances and application details.
Customers can view account, contact, and site details in the Profile page of the Accounts tab. The Profile page displays general account information, a list of contacts, installed locations, and sites. More site level information is accessible from the Details icon in the Site region.
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