PeopleSoft Receivables 9.1 PeopleBook

Managing Credit, Collections, and Exceptions

This chapter lists prerequisites and common elements and discusses how to:

Monitor conditions.
Assign actions and send notification.
Manage action owner assignments.
Work with actions.
Generate additional workflow notifications.
Obtain Dun & Bradstreet information for a customer.

Generating Correspondence

Prerequisites

Before managing exception and collection issues, perform these tasks:

Set up your system for exception and collection management.
Define correspondence options.
Define collection options for your installation.

Setting Up Correspondence Options

Defining Receivables Installation Options

Common Elements Used in This Chapter

Action or Action Code	Activity that an individual or the system performs when a customer or item violates a condition. For example, placing a customer on credit hold or generating a dunning letter.
Action Parameter	Value to use when the system performs the action. On some pages, you can provide a value. For Send a dunning Letter (DLTR), enter a letter code. Note. To use the letter assigned to the action, you must assign a customer a dunning ID that uses an Dunning by Action List dunning method. Otherwise, the system uses the letter codes based on the rules for the dunning ID. For Place a hold message on a customer (HOLD), enter a message code. For Send a follow-up letter (OLTR), enter a letter code. For Refer to a collection agency (REFR), enter a collection code.
Action Template	Template that provides an escalating plan for actions based on the age of the violation.
Assign To or Action Owner	User ID of the action owner assigned to work with the action item.
Condition or Condition ID	Change of status in a customer's account, such as reaching a credit limit or exceeding a user-defined balance. A condition also occurs when specified item types meet user-defined criteria.
Due Date	Date by which the action should be performed.
Search	Click to populate a grid with data that matches your search criteria.

Monitoring Conditions

This section provides an overview of the Condition Monitor Application Engine process (AR_CNDMON) and discusses how to run the Condition Monitor process.

Understanding the Condition Monitor Application Engine Process

The Condition Monitor process scans customer and item information to determine whether their current condition should trigger an action plan.

When you run the process, you specify which customers to include in the run:

All customers for a setID.
All customers in a customer group.
Individual customers.

This process performs four primary functions:

Selects and loads customers, items, balances, and rules to monitor.
Checks collection and assessment rules to determine if customers or items have violated the conditions being monitored in the rules.
Updates the application tables.
Processes automated actions.

Selection and Load Process

The Condition Monitor process analyzes the schedules, customers, items, and rules to determine what to monitor. The process selects customers who meet the criteria specified on the Condition Monitor page. The process also selects all rules scheduled to be monitored on the current day as well as rules that were scheduled to run between the current day and the last time that you ran the process. The process runs user-defined schedules only if they match the run day.

The process matches the customers and items with the appropriate rules and loads the rules into a temporary table.

The process applies the rules at the lowest specified level, even if the rule at the customer or customer group level is on a schedule that does not meet the criteria for the current run. For example, a rule set to process weekly at the customer level is not overridden by a rule set to process daily at the setID level.

The process collects data specific to each customer (such as credit limit). The process loads customer balances into a temporary table and makes adjustments for unapplied payments, in process payments, and for disputed amounts, based on your installation options.

The process loads the items used for rules that use item-level conditions, such as Entry Type/Reason Code or deduction item.

The process loads the action owners—collectors, credit analysts, receivables (AR) specialists, and sales people—into temporary tables.

Collection and Assessment Rule Processing

The Condition Monitor process analyzes each assessment rule and compares the rule parameters to the specific data related to each condition. The process inserts any rule violations into a temporary table. The process compares the violations in the temporary table with existing violations. If the violation is new, it places the actions for the action template in the Temporary Action Process table (AR_CM_PRC_TAO).

Also, when you run the Condition Monitor process, the Condition Monitor evaluates each promise date conversation and creates an action list for all promise date conversations requiring follow up. It also evaluates whether a promise has been kept or broken and sets the promise status appropriately.

The Condition Monitor process also analyzes all collection rule violations and loads them into a temporary table. It deletes any violation in the temporary table that has an existing action plan, unless you enabled the escalation feature on the Installation Options - Receivables page. If the new violation has a higher priority action template, the process removes current actions and future pending actions and inserts new actions based in the new action template into the Action Process table (PS_AR_ACTION_PRCS).

See Collection Processing.

Application Table Updates

The Condition Monitor analyzes the temporary table that contains rule violations, and inserts new records into the Action Process and Action List (PS_ACTION_LST) tables.

The process also:

Cancels existing actions, if the condition violation no longer exists.
Assigns action owners.
Loads and updates the Action List table from the temporary action list.
Evaluates the existing action dates in the Action Process table for customers and items to determine whether to move an action to the Action List table.
Calls the WF_FUNCTION, which triggers workflow processing to send e-mails to action owners that notify them of new actions.

See Delivered Workflows for PeopleSoft Receivables.

Automated Action Processing

The Condition Monitor process performs any actions that are flagged as Automatic. For noncorrespondence actions, such as Hold, the Condition Monitor process updates the appropriate data in the database. If the action produces correspondence, such as a dunning letter or statement, the process inserts a record in the Condition Monitor Correspondence Interface table (PS_CM_CRSPD_IFC) that includes the type of action, such as Send Follow Up Letter, and sets the process flag on the record to Y.

Note. The Condition Monitor process automatically calls the processes to generate the correspondence for all actions whose process flag is Y. If a customer has multiple actions for the same type of correspondence—for example, two actions to generate dunning letters—the system generates the dunning letters for the most recent action.

Page Used for Condition Monitoring

Page Name	Definition Name	Navigation	Usage
Condition Monitor	RUN_AR_CNDMON	Accounts Receivable, Customer Interactions, Actions, Condition Monitor, Condition Monitor	Define the run parameters for the Condition Monitor process.

Running the Condition Monitor Process

Access the Condition Monitor page (Accounts Receivable, Customer Interactions, Actions, Condition Monitor, Condition Monitor).

Specify the level to be monitored. Monitor by SetID, Customer Group, or Customer.

Anchor Date, Anchor Currency, and Anchor Rate Type

Enter the date, currency code, and rate type used to convert monetary amounts to a common currency for comparison purposes. If you leave these fields blank, the process uses the current date, format currency for the user—who created the run control—in user preferences, and the rate type for the business unit.

Assigning Actions and Sending Notification

This section provides an overview of action assignments and notification and discusses how to assign actions to items.

Understanding Action Assignments and Notification

The Condition Monitor process assigns actions to individuals based on the type of action owner in the condition definition and the individual assigned to the customer or item. For example, if the assigned owner for a deduction item condition definition is AR Specialist, the system assigns the action for the deduction item to the AR specialist on the item. As another example, if the assigned owner for the Collection condition is collector, the system assigns the collector assigned to the customer to the action.

Note. If you selected the Allow Business Unit Monitoring check box on the Installation Options - Receivables page, the Condition Monitor process groups all open items for the business unit and collection customer combination together. If all these transactions have the same value in the action owner field, it uses that value for the assigned action owner. Otherwise, it assigns the owner based on the collection customer.

You can also assign actions to items online, using the Item Action page. This is useful when an AR specialist is managing a deduction or disputed item, and the specialist wants to assign an action to a broker or salesperson to research information or obtain information from the customer.

When you assign a new action related to an item to action owners, the system calls a function that triggers a workflow process to send an e-mail to the action owners indicating that they have a new action. The Condition Monitor process also sends notification for new actions that the Condition Monitor creates. In both cases, the system also adds the action to the action owner's worklist.

You specify the number of days before or after the due date, to send the action owners an e-mail reminding them that an action is due to be completed in each action template.

Pages Used to Assign Actions and Send Notification

Page Name	Definition Name	Navigation	Usage
View/Update Item Details - Detail 1	ITEM_MAINTAIN	Accounts Receivable, Customer Accounts, Item Information, View/Update Item Details, Detail 1	Review an item to determine whether it needs an action.
Item Action	ITEM_ACTION	Click the Item Action link on the View/Update Item Details - Detail 1 page.	Create a new action for an item and assign it to an action owner.

Assigning Actions to Items

Access the Item Action page (Accounts Receivable, Customer Accounts, Item Information, View/Update Item Details, Detail 1, then click the Item Action link).

For an existing action, you can change only the Action Status field.

View/Update Conversations	Click this link to access the Conversations page, where you can view and update existing conversations for the customer. The link is not available if there are no existing conversations for the customer. If there are multiple conversations for the customer, you can select the conversation you want to view or update on the View/Update Conversations search page. You can also add, delete, or edit existing conversation entries on the Conversations page.
Add Action	Click to create a new action.
Action Status	Displays the status for the action. Values are: New, Pending, or Cancelled. If the status is Cancelled, you cannot change it. If you enter an action online, the default status is New. The system triggers workflow processing for new action assignments. Only the action owner or action creator can change the status. The system sets the status to Complete after you perform the action.
Action	Displays the action code. For a new action, select an action code.
Description	Click to access the Action page, where you work the action.
Condition	Displays the condition associated with the selected action.
Assigned and Action Owner	Displays the user ID and name of the action owner. For a new action, select a user ID.
Due Date	Displays the due date. For a new action, the system calculates the due date using the calendar assigned to the business unit on the Receivables Options - General 1 page and the Due Days field for the action definition. The system adds the number of days in the Due Days field to the current date, and subtracts the number of weekend days and holidays, as defined in the calendar.
Action Parm (action parameter)	Enter the appropriate parameter for the action based on the action type: For Send a dunning Letter (DLTR), enter a letter code. Note. To use the letter assigned to the action, you must assign a customer a dunning ID that uses an Dunning by Action List dunning method. Otherwise, the system uses the letter codes based on the rules for the dunning ID. For Place a hold message on a customer (HOLD), enter a message code. For Send a follow-up letter (OLTR), enter a letter code. For Refer to a collection agency (REFR), enter a collection code.
Days to Notify Owner	Enter the number of days from the action due date to remind the action owner that the action is not complete. This field is only available when you add a new action.
Days to Notify Supervisor	Enter the number of days from the action due date to notify the action owner's supervisor that the action is not complete. This field is only available when you add a new action.
Days to Notify Specialist	Enter the number of days from the action due date to notify the AR specialist for an item that the action is not complete. This field is only available when you add a new action.

Note. Enter a positive number to send the notification after the due date and a negative number to send the notification before the due date. To send the notification on the due date, enter 0. You must run the Condition Monitor process to send the notification.

The system does not include weekends and holidays when it calculates the notification date. The system uses the business calendar that you selected for the general ledger business unit associated with the receivables business unit, to determine which days are holidays and weekend days. Select the calendar in the Holiday List field on the General Ledger Definition - Definition page.

Managing Action Owner Assignments

This section provides an overview of management of action owner assignments and discusses how to:

Run the Owner Action Status report.
Run the Actions by Customer/Conditions report.
Reassign actions.

Understanding Management of Action Owner Assignments

PeopleSoft Receivables provides two reports that help you manage action owner assignments:

The Owner Action Status report lists the number of new action assignments by action owner in the reporting period.

For each action, the report provides:
- Total number of actions.
- The number and percentage of canceled and completed actions for each action owner.
- The number and percentage of canceled and completed actions by the Condition Monitor process.
The Condition Status by Owner and Customer report lists the conditions on the customer action list for each action owner by a customer.

The report lists the total number of actions, the number of actions by condition, the number of actions completed or canceled by the operator, and the number of actions completed or canceled by the Condition Monitor process.

The Condition Monitor process triggers workflow processing to send the supervisor of an action owner an e-mail when an action is not completed in the specified number of days in the action template or item action list. The Condition Monitor process also triggers workflow processing to send the AR specialist for an item with an action an e-mail when the action is not completed in the specified number of days in the action template or item action list. The e-mail provides a uniform resource locator (URL) to the Action page, where the supervisor or AR specialist reviews the action and reassigns it, if needed.

PeopleSoft Receivables enables a supervisor to balance the workload of action owners. The Reassign Action page displays a list of action assignments based on your search criteria. If you see that an action owner has a large number of actions, you can reassign selected actions to a different action owner. You can also change the status of an action assigned to an owner to Future, to indicate that actions that are not urgent can be postponed. The system automatically triggers workflow processing to send an e-mail to the new owner with notification of the new action.

Prerequisites

Set up action owners to receive e-mail notification.

Pages Used to Manage Action Assignments

Page Name	Definition Name	Navigation	Usage
Action Status by Owner Rpt	RUN_ARCMCHCK	Accounts Receivable, Customer Interactions, Actions, Action Status by Owner Rpt, Action Status by Owner Rpt	Define the run parameters for the Owner Action Status report (ARCMCHK). Use the report to view the number of actions added to the owner's action list for each day of the reporting period specified in the run parameters, and the number completed or canceled.
Condition Status by Owner Rpt	RUN_ARCMCUST	Accounts Receivable, Customer Interactions, Actions, Condition Status by Owner Rpt, Condition Status by Owner Rpt	Define the run parameters for the Condition Status by Owner and Customer report (ARCMCUST). Use the report to view details about action items on the customer action list for each action owner.
Reassign Action	ACTION_REASSIGN	Accounts Receivable, Customer Interactions, Actions, Action Reassignment, Reassign Action	Review action assignments and reassign actions.

Running the Owner Action Status Report

Access the Action Status by Owner Rpt page (Accounts Receivable, Customer Interactions, Actions, Action Status by Owner Rpt, Action Status by Owner Rpt).

From Date and To Date

Enter the date range of the actions entered on the action lists.

Running the Condition Status by Owner and Customer Report

Access the Condition Status by Owner Rpt page (Accounts Receivable, Customer Interactions, Actions, Condition Status by Owner Rpt, Condition Status by Owner Rpt).

This page is the same as the Action Status by Owner Rpt page.

Reassigning Actions

Access the Reassign Action page (Accounts Receivable, Customer Interactions, Actions, Action Reassignment, Reassign Action).

Entering Search Criteria

Enter search criteria to populate the grid with actions and click Search.

SetID	Enter a setID value and click the Search button to search for and display all actions created with this setID. The default user ID of the user who logged in to PeopleSoft also appears. You can remove this value to view action associated with any users associated with this setID. Note. You must enter, at a minimum, a setID to perform a search.
Business Unit	Select a business unit to display all actions associated with this specific business unit. You can leave this field blank to display all business units associated with actions based on the selected setID and other specified search criteria.
Customer ID	Select a specific customer ID to narrow your search for actions associated with this specific customer. You can also leave this field blank to display a list of actions associated with all customers associated with actions based on the selected setID and any other search criteria.
Item ID	Select a specific item ID to narrow your search for actions associated with this item. You can also leave this field blank to display a list of actions associated with all items associated with actions based on the selected setID and any other search criteria.
Condition ID	Select a specific condition ID to narrow your search for actions associated with this condition. You can also leave this field blank to display a list of actions associated with all conditions associated with actions based on the selected setID and any other search criteria.
Action Code	Select a specific action code to narrow your search for an action associated with this setID. You can also leave this field blank to display all actions associated with the selected setID and any other search criteria.
Action Status	One of these statuses appears next to each action. New This action status indicates that the owner has not reviewed the action. Pending This action status indicates that the owner has reviewed the action, but has not completed it. Future This action status indicates that the owner has reviewed the action and determined that it will be performed in the future.
Due Date	Select a date on which the action will be performed to display all actions due on this specific date based on the selected setID. You can also leave this field blank to display all actions associated with the selected setID and any other search criteria regardless of due date.
Owner Type and Owner	Select an owner type and owner. Values for owner type are: AR Specialist, Collector, Analyst, or Sales Person. The values in the Owner field are the codes that you defined for your collectors, credit analysts, AR specialists, or salespeople, depending on your selection. You can also leave this field blank to display all actions associated with the selected setID and any other search criteria regardless of owner type.

Reassigning Actions

To reassign owners:

Select the actions that you want to reassign individually, or click Select All.
Select the owner type and appropriate value for the owner.
Click Reassign.

The owner name in the grid changes when you click Reassign. The system automatically triggers the Workflow Notification process to send notification to the new owner. A notification is also sent to the original owner indicating that the action has been reassigned.

Working with Actions

This section provides an overview of action processing and discusses how to:

Work with actions received by e-mail.
Work with actions on the PeopleSoft worklist.
Work with actions on the owner action list.
Work with actions on the customer action list.
Work with actions on the item action list.
Perform an action.
Enter correspondence parameters.
Manage future actions.
Review action history for a customer.

Understanding Action Processing

PeopleSoft Receivables provides three types of action lists:

The owner action list displays all customers who have active actions assigned to the action owner that you specified in the search criteria.
The customer action list displays all active actions for a specified customer.
The item action list displays all active actions for an item.

If a customer has an action plan, the Future Actions page displays the list of escalating actions in the action template associated with the rule that created the plan. The Future Actions page displays the date that the Condition Monitor should move the action to the action list.

PeopleSoft Receivables enables you to access and work with actions from these locations:

An e-mail notification.
The PeopleSoft worklist.
The Owner Action List page.
The Customer Action List page.
The Item Action page.

This diagram shows the process flow for working with actions. You can perform or reassign actions based on an e-mail, a PeopleSoft Worklist, a Customer Action List, and an Owner Action List. You can perform an action from the Item Action List by accessing first the Owner Action List to the Item Maintenance component, which enables you to access the Item Action List. You can also access the Customer Action List from the Owner Action list in order to perform actions.

Methods for performing and reassigning actions.

When you work with an action, you can:

Perform the action.
Review or add conversation entries for the customer.
Reassign the action.

Pages Used to Work with Actions

Page Name	Definition Name	Navigation	Usage
Owner Action List	OWNER_ACTION	Accounts Receivable, Customer Interactions, Actions, Owner Action List, Owner Action List Click the URL in an e-mail notification.	Review a list of open actions that are assigned to a specific owner.
Display Currency Conversion	EU_DSP_CUR_CNV_ACT	Click the Display Currency link on the Owner Action List page.	Change the display currency and specify the effective date used for currency conversion and which exchange rate to use.
Customer Action	CUSTOMER_ACTION	Click a customer ID link on the Owner Action List page. Accounts Receivable, Customer Accounts, Customer Information, Account Overview, Customer Action	Review a list of open actions for the customer and take action on the conditions.
Item Action	ITEM_ACTION	Accounts Receivable, Customer Accounts, Item Information, View/Update Item Details, Detail 1 Click the Item Action link on the View/Update Item Details - Detail 1 page.	Review a list of open actions for an item and add actions for an item.
Action	ACTION_DTL	Click the URL in an e-mail notification. Click the link for a work item on your personal worklist. Click an Action link on the Owner Action List page. Click an Action link on the Item Action page.	Review and work a single action.
Letter Delivery	AR_LETTER_DELIVERY	Click the Perform Action button on the Action page for a Dunning Letter, Follow-up Letter, or Statement action.	Enter the time to generate a dunning letter, statement, or follow-up letter, and override the default contact name to appear on the correspondence.
Future Actions	ACTION_FUTURE	Click Future Actions link on the Customer Action page. The link is available only if the customer has active future actions.	Edit actions in an action plan for a customer that have not yet been moved to the customer action list. Cancel an action.
Action History	ACTION_HISTORY	Click the Action History link on the Customer Action page.	Review a list of all actions for a customer, including completed actions and actions assigned to all users.

Working with Actions Received By E-mail

To work with actions received in an e-mail notification:

Open the e-mail.
Do one of the following:
- Click the URL for the Action Detail page to open the Action page and perform the action.
- Click the URL for the Owner Action page to open the Owner Action List page and work with a list of actions for an owner.

Working with Actions on the PeopleSoft Worklist

To work with actions on your personal worklist:

Click the PeopleSoft Worklist link.
Click one of the worklist item links.

Working with Actions on the Owner Action List

Access the Owner Action List page (Accounts Receivable, Customer Interactions, Actions, Owner Action List, Owner Action List).

Searching for Actions

Enter the search criteria that defines which customers appear in the list.

Action	Select the status of the items that you want to review. You can select one of these values: New This action status indicates that the owner has not reviewed the action. Pending This action status indicates that the owner has reviewed the action, but has not completed it. Future This action status indicates that the owner has reviewed the action and determined that it will be performed in the future.
Customer	Select a specific customer to narrow your search for actions associated with that specific customer as well as any other search criteria that you select on this page to narrow your search. You can also leave this field blank to display a list of actions associated with any customer affiliated with the selected setID and based on your selection of any other search criteria.
User ID	The user ID of the user who logged on to the system appears as a default value. You can select a different user ID to list all of the actions associated with this user ID. You can also leave this field blank to display a list of actions associated with any user ID affiliated with the selected setID and based on your selection of any other search criteria.
Supervisor	Select a specific supervisor to list all actions associated with that specific supervisor as well as any other search criteria that you select on this page to narrow your search. You can also leave this field blank to display actions associated with any specialist associated with actions and the selected setID and based on your selection of any other search criteria you choose.
Specialist	Select a specific specialist to list all actions associated with that specific supervisor as well as any other search criteria that you select on this page to narrow your search. You can also leave this field blank to display actions associated with any specialist associated with actions and the selected setID and based on your selection of any other search criteria you choose.
Country	Select a specific country code to list all actions associated with that specific country as well as any other search criteria that you select on this page to narrow your search. If you do not select a country code, the country code of any customer associated with an action on the action list displays.
State	Select a specific state code to list all actions associated with that specific state as well as any other search criteria that you select on this page to narrow your search. If you do not select a state code, the state code of the any customer associated with an action on the action list displays.
Search	Click this button to search for and display the Action Detail grids.
Currency	Click this link to access the Display Currency Conversion page containing these options: Customer Default Currency This field is automatically selected based on the currency set up for each customer associated with an action. Other Select this option if you want to display for amounts the currency columns on the owner action list that is different form than the customer's default currency. Currency Code Select the currency code that you want to display for amounts in the currency columns on the Owner Action list. Note. The currency code must be defined in the system to be able to apply the selected currency to the action list amounts. Rate Type Select the rate type category that you want to apply to the selected currency. Effective Date Select the effective date to apply to the selected currency and currency type.

Reviewing and Working Actions

Select the Action Detail - General 1 tab.

Action Status	One of these statuses appears next to each action. New This action status indicates that the owner has not reviewed the action. Pending This action status indicates that the owner has reviewed the action, but has not completed it. Future This action status indicates that the owner has reviewed the action and determined that it will be performed in the future.
Action	Click this link to access the Action page, which contains the details of the selection action. You can perform, cancel, or reassign this action, as well as add, view, or update a conversation.
Customer	Click this link to display the Customer Action page. This page displays a list of all actions associated with this customer. You can view Action History, Future Actions, and the Owner Action List from this page. Note. If you want to view actions for multiple customers, select the row for the customers whose actions you want to view on the Customer Action page.
Customer Balance and Past Due	Displays the total open amount that the Condition Monitor calculates for the customer, as well as the past due balance, if one exists. Depending on your selection on the Installation Options - Receivables page, the amount includes unapplied payments and in-process payments, and excludes disputed items.
Currency	Displays the customer balance amount and the past due balance amount in the currency set up for this customer depending on the type of action. If you selected the Display Currency link, the customer balance amount will be displayed in the currency that you selected on the Display Currency Conversion page. Note. If you did not specify a currency for this customer, no currency will conversion will be displayed.
Past Due	Displays the total past due amount for the customer or item.

Select the Action - General 2 tab.

Item and Item Line	Click to access the View/Update Item Details - Detail 1 page, where you view or update details for an item and access the item action list. An item ID appears only if the action is associated with an item condition, such as a deduction or an online action. An item line number is assigned to an item during the entry of pending items in Receivables. You assign an item line number when there is more than one amount charged for an item or more than one entry type.
Item Balance and Currency	Displays the open amount due on the item. This amount appears only if the action is associated with an item condition. Currencies display depending on the type of action.
Promise Date	The date that the AR representative or collections agent indicated that the customer promised to pay all or part of the item balance after selecting the Promise of Payment check box on the Conversations page.
Promise Amount and Currency	The amount and currency that the AR representative or collections agent indicated that the customer promised to pay all or part of the item balance after selecting the Promise of Payment check box on the Conversations page.
Risk Score	If a risk score was set up for this customer, the current risk score appears in this field.
Due Date	Displays the date by which the action should be performed.
Action Owner	Displays the name of the individual assigned to perform the action.
Supervisor	Displays the name of the supervisor for the action owner.
AR Specialist	Displays the AR specialist assigned to the customer or item.
State and Country	Displays the state and country specified for the customer.

Action Detail - General 3

Date Added	Displays the date that Condition Monitor added the action to the action list.
Condition	Displays the condition upon which this action was added.
Priority	Displays the priority number that Condition Monitor assigns to the action.
Action Parm (action parameter)	Enter the appropriate parameter for the action based on the action type: For Send a dunning Letter (DLTR), enter a letter code. Note. To use the letter assigned to the action, you must assign a customer a dunning ID that uses an Dunning by Action List dunning method. Otherwise, the system uses the letter codes based on the rules for the dunning ID. For Place a hold message on a customer (HOLD), enter a message code. For Send a follow-up letter (OLTR), enter a letter code. For Refer to a collection agency (REFR), enter a collection code.
Assigned	Displays the User ID of the individual assigned to carry out the action.
Owner Type	Displays the position name of the owner assigned to perform an action such as AR Specialist, Collector, and more.

Working with Actions on the Customer Action List

Access the Customer Action page (click a customer ID link on the Owner Action List page, or select Accounts Receivable, Customer Accounts, Customer Information, Account Overview, Customer Action).

Enter the search criteria that defines which customers' actions appear in the list.

Specify a setID, business unit (optional), customer ID, and subcustomer qualifiers. Leave the Unit field blank if you want to see items for a single customer across all business units.

Use the Level field to limit or expand the list to include actions for any customer group to which this customer belongs. Select C (corporate customer), P (correspondence customer), or R (remit from customer). The default value is N (none), indicating that no customer relationships are taken into account.

	Click the Next Customer button to see the action plan for the next customer selected on the Owner Action List page.
	Click the Previous Customer button to see the action plan for the previous customer selected on the Owner Action List page.
Action History	Click to access the Action History page, where you view a list of completed and canceled actions for a customer. This link is available only if there are completed or canceled actions.
Future Actions	Click to access the Future Actions page, where you view or update future actions in the current action plan. This link is available only if the Condition Monitor process generated an action plan for the customer with escalating actions over a period of time.

Actions

Action Status	Displays New as the default status. You can change the status to Pending or Cancel. The system changes the status to Complete.
Action Code	Click an action link to access the Action page, where you perform the action.
Monitor Role	Displays the customer relationship that was monitored for the action list item, such as Bill To Customer or Remit From Customer.
Due Date	Displays the date by which the action should be performed.

Working with Actions on the Item Action List

Access the Item Action page (Accounts Receivable, Customer Accounts, Item Information, View/Update Item Details, Detail 1, and click the Item Action link on the View/Update Item Details - Detail 1 page).

Action Status

Displays the status for the action. Values are:

New: Displays for new actions that the owner has not begun to work.

Pending: Displays for actions that the owner has reviewed on the Action page, but has not performed the action.

Cancel: Select to cancel the action. The system removes it from the list when you save the page.

Description

Click the Description link for an action to access the Action page, where you perform the action.

See Also

Assigning Actions to Items

Performing an Action

Access the Action page (click the URL in an e-mail notification, or click the link for a work item on your personal worklist, or click an Action link on the Owner Action List page, or click an Action link on the Item Action page).

Perform Action	Click to perform the action.
Cancel Action	Click to remove the action from the action list.
Action Status	Displays the current status for the action: New or Pending. The system changes the status to Complete after you perform the action.
Date Added	Displays the date on which the action was added to the action list.
Days on List	Displays the number of days the action has been on the action list.
Item Balance	Displays the open amount for the item. This value appears for an item condition, such as deduction item and reflects the current balance
Past Amount Due	Displays the total amount past due for a customer. This value appears only for the Collection (COLL) condition and reflects the amount calculated by the Condition Monitor process.
Customer Balance	Displays the total open amount that the Condition Monitor calculates for the customer. Depending on your selection on the Installation Options - Receivables page, the amount includes unapplied payments and in process payments, and excludes disputed items.
History ID	Displays the history ID specified in the assessment rule for the Key Statistics Exceeded (KSTE) condition.
Entry Type and Entry Reason	Displays the entry type and reason specified in the assessment rule for the Entry Type/Reason (ETRC) condition. Items with this entry type and reason have reached a specified amount or number of days before or after the date that the Condition Monitor process ran.
Add Conversation	Click this link to access the Conversations page, where you can add a new conversation. The setID, Business Unit, and Customer ID fields are populated based on the selected customer. You can add new conversation entries by clicking the Add Conversation Entry button on the Conversation page.
View/Update Conversations	Click this link to access the Conversations page, where you can view and update existing conversations for the customer. If there are multiple conversations for the customer, you can select the conversation you want to view or update on the View/Update Conversations search page. You can also add, delete, or edit existing conversation entries on the Conversations page.
Reassign Action	Click to access the Reassign Action page, where you change the action assignment.

Action Results

When you click the Perform Action button for a noncorrespondence action, a message appears. The result of the action varies, depending on your response to the message. If you are working on a correspondence action, such as DLTR, OLTR, or STMT, the Letter Delivery page opens where you specify information for processing the correspondence. The system generates the correspondence at the time that you specify on the Letter Delivery page.

This table lists the results of the noncorrespondence actions:

Action	Action Result
Alert (ALRT)	The result depends on your response to the message. Yes: Changes the action status to Complete. No: Changes the status to Pending.
Call the customer (CALL)	You enter information into a current date conversation for the customer or add a new conversation. After you enter the conversation information, a message appears. The result depends on your response to the message. Yes: Changes the action status to Complete. No: Changes the status to Pending.
Downgrade credit rating (DNGD)	Opens the General Information component (CUSTOMER_GENERAL) for the customer, where you access the Credit Profile page to change the customer's credit limit. When you save or exit the page, you respond to a message. The result depends on your response to the message. Yes: Changes the action status to Complete. No: Changes the status to Pending.
Place a hold message on the customer (HOLD)	Inserts a record in the Customer Message table to put the customer on hold, and changes the action status to Complete.
Refer to collection agency (REFR)	Updates the collection status on the Credit Profile page for the customer using the status code that you specified as the action parameter. Changes the action status to Complete.
Write-off balance	Opens the Worksheet Selection page where you build a worksheet to write-off the item on the Action page. Perform these steps: Enter the selection criteria and build the worksheet on the Worksheet Selection page. Use the same business unit, customer ID, and item ID that is displayed on the Action page. Select the item on the Worksheet Application page and select the entry type for write-offs. Select a posting action on the Worksheet Action page and click OK. Save the worksheet. Click the Transfer to Action Detail Page link to return to the Action page. The status for the action changes to Complete. Note. If you did not select an item with the same business unit, customer ID, and item ID as the item on the Action page or you did not write off the entire amount, the system displays a warning message that you did not complete the action. You can either return to the Action page and the status of the action changes to Pending, or you can return to the worksheet and make the appropriate correction to write off the item. Also, if you select Do Not Post, the action status changes to Pending. As long as you open the worksheet again and select a posting status prior to logging off the system, you can use the Transfer to Action Detail Page link from the Worksheet Action page to complete the action.
User-defined action	The result depends on your response to the message. Yes: Changes the action status to Complete. No: Changes the status to Pending.

Entering Correspondence Parameters

Access the Letter Delivery page (click the Perform Action button on the Action page for a Dunning Letter, Follow-up Letter, or Statement action).

Specify when to generate a dunning letter, statement, or follow-up letter.

Process Now

Depending on the action, accesses the appropriate run control page to initiate the Dunning Application Engine process (AR_DUNNING), Follow Up Letter Extract Application Engine process (AR_FOLLOWUP), or Statements process (AR_STMTS).

Process Later

Depending on the action, the system generates the correspondence for the customer the next time that you run either the Dunning process, Follow Up Letter Extract process, or Statements process. If you run the Condition Monitor process prior to running the correspondence process, it automatically calls the appropriate process to generate the correspondence.

The system changes the status to Complete when you click OK.

Contact ID

Override the number of the contact in your organization whose name you want to print on the correspondence. If you do not override the contact, statements and dunning letters use the contact assigned to the correspondence customer and follow-up letters use the contact assigned to the bill to customer.

See Also

Generating Correspondence

Managing Future Actions

Access the Future Actions page (click the Future Actions link on the Customer Action page; the link is available only if the customer has active future actions).

Cancel Selected Actions	Changes the status of all selected actions in the list to Cancelled. The actions remain in the Action grid, but you cannot edit them.
Status	Displays the status for the action. The default status is New. You can change it to Cancelled if you want to remove the action from the collection process.
Descr (description)	Displays the description for the condition that the customer violated.
Action Date	Displays the date to move the action to the action list or to automatically perform the action.
Proposed/Automated	Indicates whether the Condition Monitor process performs the action. Values are: Automated: The Condition Monitor process automatically performs the action the next time that you run it on or after the action date. Proposed: The Condition Monitor process transfers the action to the action list the next time that you run it on or after the action date.

Note. You cannot edit an action that has been moved to the action list.

Reviewing Action History for a Customer

Access the Action History page (click the Action History link on the Customer Action page).

Action Status	Displays the status. Values are: Cancelled: An action owner canceled the action. Complete: The action owner completed the action. System Cancelled: The Condition Monitor process canceled the action because the customer is no longer violating the condition. System Complete: The Condition Monitor process completed the action, such as generating correspondence.
Cancel Reason	Displays the reason the action was canceled. Option are: Credit Hold Exists: The customer was put on a credit hold. Item Closed: The item associated with the action has a zero balance. No Longer in Violation: The condition that generated the action no longer exists. For example, the customer made a large payment and they are no longer approaching the credit limit. Operator Cancelled: The action was manually canceled on the Action page or the Future Actions page. Rule Owner Change: The Condition Monitor canceled the action and created a new action, because the owner type in the collection or assessment rule that generated the action was changed. Template Upgrade: The action was canceled because the Condition Monitor upgraded the action to the next action on the action plan.
Description	Displays the condition that the customer or item violated.
Condition Role	Indicates whether the Condition Monitor process was monitoring conditions for the bill to customer, corporate customer, correspondence customer, or remit from customer.
Description	Displays the action to be performed.
Proposed/Automated	Indicates whether the Condition Monitor process performs the action. Values are: Automated: The Condition Monitor process automatically performs the action the next time that you run it on or after the action date. Proposed: The Condition Monitor process transfers the action to the action list the next time that you run it on or after the action date.
Delivery Method	Displays the method used to deliver the correspondence for correspondence actions: Email, Fax, or Print.
Complete Date	Displays the date on which the action was completed.

Generating Additional Workflow Notifications

This section provides an overview of additional workflow notifications, lists prerequisites, and discusses how to run the Workflow Notification process.

Understanding Additional Workflow Notifications

You can generate items on individuals' worklists and send e-mail notifications for these situations:

An item has been closed by the creation of a new debit or credit item rather than written off.
The Payment Predictor Application Engine process (ARPREDCT) applies a payment to a customer's account and generates a payment worksheet.

The Workflow Notification Application Engine process (AR_WORKFLOW) notifies the workflow user assigned to the customer.

Prerequisites

Set up users for workflow notification.

Page Used to Generate Additional Workflow Notifications

Page Name	Definition Name	Navigation	Usage
Notification Run Control	WF_RUN_CNTL_AR	Accounts Receivable, Customer Interactions, Actions, Notification, Notification Run Control	Run the Workflow Notification process to notify workflow users of payment worksheets requiring review and new debits and credits.

Running the Workflow Notification Application Engine Process

Access the Notification Run Control page (Accounts Receivable, Customer Interactions, Actions, Notification, Notification Run Control).

New Debit Credit Flag	Select to notify workflow users of new debits or credits created by the system when closing another item.
PP On Account Flag (Payment Predictor on account flag)	Select to notify workflow users when the Payment Predictor process created a new on-account item and generated a worksheet for the item.

Generating Risk Scores

This section presents an overview of risk score processing and discusses how to run the risk scoring process.

Risk Score Definitions

Risk score definitions include these:

Scoring Element	Describes the type of scoring data used to make up a scoring rule. For example, balance due or DSO30.
Scoring Group	A group of related scoring elements, such as, system defined history or aging
Scoring Rule	A user-defined rule which can consist of one or more scoring elements used to compute a risk score for a customer or group of customers.

Understanding the Risk Scoring Process (RUN_AR_RISK)

The AR_RISK Application Engine program is used to compute the risk score for a customer or group of customers using the scoring rules that you set up in the Risk Scoring Rule component (Set Up Financials/Supply Chain, Product Related, Receivables, Credit/Collections, Risk Scoring Rule). You should run the AR_RISK program as part of a nightly batch run after the ARUPDATE and AR_AGING processes have completed. The AR_RISK program relies on updated history and aging information to compute the most accurate risk score.

The customers are loaded by setID, customer group or specific customer, depending on your selections on the Compute Risk Scores run control page. The business units are loaded based on the customers that were loaded. The risk scoring rules are loaded in a hierarchical fashion, similar to assessment rules used by the Condition Monitor. The user also has the option to run the risk scoring process for only one rule by entering the override risk score id on the Compute Risk Scores run control page.

After all the customers and rules are loaded into temporary tables, the program processes each type of scoring group necessary based on the rules selected. Each section retrieves the relevant data to compute the score and stores the data in a temp table. Amounts are converted to the anchor currency defined on the risk scoring rule using the anchor date and rate type selected on the Compute Risk Scores run control page. Once all of the scoring groups are processed and the data is stored in temp tables, a risk score is computed for each scoring element by comparing the data to the range values defined on the risk scoring rule. The computation is risk score = (risk range value * (risk scoring weight / 100)). The individual element scores are summed for the overall customer score and the PS_CUST_CREDIT table is updated with the customer risk score.

Here is an example of how the hierarchical Risk Scoring program (AR_RISK)works:

You run the AR_RISK program using customer 1000.

The program:

Looks for a risk rule defined for customer 1000.
If a risk rule is found, the program selects the first one and quits the selection process for this customer.
If a risk rule is not found, the program looks for a risk rule defined for a customer group to which customer 1000 belongs.
If a risk rule is found for this customer group, select the first one and quit the selection process for this customer.
If a risk rule is not found for this customer group, look for a rule defined for a setID to which customer 1000 belongs.
If a risk rule is found for this setID, select the first one and quit the selection process for this customer.
If a risk rule is not found for this setID, the program will issue a message indicating that no rule has been found.

These are examples of how the Risk Score process calculated risk scores for Customer A and Customer B.

Customer A
Scoring Group	Element	Customer Metrics	Range Low	Range High	Range Value	Scoring Weight (%)	Score Weight * Value
System Defined History	AVGDAYS (Average Days Late)	50	-99999 36 57	35 56 99999	1 2 3	0.15	0.30
Aging Information	06 121+ (121+ days aging category)	8,000	-999,999,999 1001 10,001	1000 10,000 999,999,999	5 10 15	0.85	8.50
Total Score:							8.80

Customer B
Scoring Group	Element	Customer Metrics	Range Low	Range High	Range Value	Scoring (%)	Score Weight * Value
System Defined History	AVGDAYS (Average Days Late	30	-99,999 36 57	35 56 99,999	1 2 3	0.15	0.15
Aging Information	06 121+ (121+ days aging category	10,000	-999,999,999 1001 10,001	1000 10,000 999,999,999	5 10 15	0.85	8.50
Total Score:							8.65

See Setting Up Risk Scoring Rules.

See Also

Understanding Conditions

Understanding How Risk Scoring Elements Are Derived

This table describes how risk scoring element data is derived for use in the Risk Scoring process.

Risk Scoring Group	Risk Scoring Element	Description
System Defined History	All History Elements	The Risk Scoring process selects the HIST_AMT or HIST_COUNT from CUST_HISTORY table for either the FY/Period based on the run date of the risk scoring process or the user-entered FY/Period, which is an option on the Run Risk Scoring Process page. The HIST_AMT is used when the System Defined History element is amount-based such as PAST_DUE. The HIST_COUNT is used when the element is days-based such as AVG_DAYS_LATE. Note. If the element is amount-based and more than one currency exists in the CUST_HISTORY table, the amount will be converted to the currency selected on the risk scoring rule. You must run Aging or ARUPDATE and select the history options before the CUST_HISTORY table is populated with current FY/Period data. Aging updates some of the System Defined History elements and ARUPDATE updates some of the System Defined History elements. See Reviewing System-Defined History IDs. Once the process selects the HIST_AMT or HIST_COUNT, the selected value is summed by: SETID RISK_SCORE_ID CUST_ID RISK_SCORE_GRP RISK_SCORE_ELEMENT FISCAL_YEAR ACCOUNTING_PERIOD The process compares the summed amount to the risk ranges to determine the range value.
User Defined History	All User Defined History Elements	Same as System Defined History.
Aging		The Risk Scoring process selects the AGING_AMT from CUST_AGING table for the: BU, Customer, Aging ID and Aging Category. Business Unit Customer Aging ID Aging Category Note. The aging elements are amount based and will be converted to the currency selected on the risk score rule if more than one currency exists in the CUST_AGING table. You should run Aging prior to Risk Scoring to ensure that the most current Aging data exists in the CUST_AGING table. Once the Risk Scoring process selects the AGING_AMT, it is summed by SETID, RISK_SCORE_ID, CUST_ID, RISK_SCORE_GRP, RISK_SCORE_ELEMENT and AGING_ID. SETID RISK_SCORE_ID CUST_ID RISK_SCORE_GRP RISK_SCORE_ELEMENT AGING_ID The summed amount is compared to the risk ranges to determine the range value.
Item	Large Amount Past Due Item	This risk scoring element refers to the item with the largest amount that is past due. The Risk Scoring process selects all of the amounts from PS_ITEM that are less than or equal to the current date for open items (IT-01 only). Next, it selects the maximum amount and compares this amount to the risk ranges to determine the range value. Note. The item amounts will be converted to the currency selected on the risk scoring rule if more than one currency exists in the PS_ITEM table.
Item	Date of Oldest Item	This risk scoring element refers to the item with the highest number of days late and is over a specified minimum amount. You enter the minimum threshold amount on the risk scoring rule. For example, the oldest item that has an amount greater than $1000 USD. The Risk Scoring process selects the maximum days that an item is past due based on the due date in PS_ITEM for open items (IT-01 only) and the item balance is greater than or equal to the threshold amount entered on the risk scoring rule. The maximum days selected that meets the above criteria is compared to the risk ranges to determine the range value.
Customer Activity	Approaching Credit Limit Percent	This risk scoring element refers to the percentage of the customer balance that is approaching the credit limit. Note. You must set up the customer credit information for the processing of this element to return any data. This formula is used to calculate the percentage of the customer balance that is over the credit limit. Percent over credit limit = CUST_CREDIT. ANCHOR_CR_LIMIT * (1 + CUST_CREDIT.CUSTCR_PCT_OVR/100 )/ PS_CUST_DATA.BAL_AMT The risk scoring processes compares this percentage over credit limit to the risk ranges to determine the range value.
Customer Activity	Exceeded Credit Limit	This risk scoring element refers to whether the customer has exceeded their credit limit. The Risk Scoring process selects the customer balance from PS_CUST_DATA and compares it to the credit limit from the CUST_CREDIT table. Note. You must set up the customer credit information for the processing of this element to return any data. This formula is used to determine if the customer has exceeded the credit limit: ( (CUST_CREDIT.ANCHOR_CR_LIMIT * (1 + C.CUSTCR_PCT_OVR/100)) - PS_CUST_DATA.BAL_AMT < 0 ) If the customer exceeds the credit limit, the Risk Scoring process sets the scoring element value to Y (yes) and uses the range value for Y. If the customer does not exceed the credit limit, the Risk Scoring process sets the scoring element value to N (no) and uses the range value for N.
Customer Activity	Credit Hold	This risk scoring element refers to whether a customer is on credit hold. If the customer exists in the view PS_AR_CUST_CRHD_VW then it is on credit hold and the Risk Scoring process sets the flag to Y (yes) and uses the range value for Y on the Risk Scoring Rule details page. If the customer does not exist in the view PS_AR_CUST_CRHD_VW, the Risk Scoring process sets the value to N (no) and uses the range value for N.
Customer Activity	Balance Due	This risk scoring element refers to the customer balance due. The Risk Scoring process selects and sums the PS_CUST_DATA.BAL_AMT and compares that amount to the risk ranges that appear the Risk Range Detail page associated with the Risk Scoring Rule to determine the range value.
Customer Activity	Percent of Balance Past Due	This risk scoring element refers to the percentage of the customer balance that is past due. The Risk Scoring process selects and sums the PS_ITEM.BAL_AMT_BASE field for open items where the due date is less than the current date. It divides the past due balance by the total customer balance to determine the percentage that is past due. It compares this percentage to the risk ranges that appear on the Risk Range Detail page associated with the Risk Scoring Rule to determine the range value.
Customer Table	All Elements	Select the risk scoring element from the PS_CUSTOMER table for the customers selected for risk scoring and compare that data against the risk ranges to determine the range value.
Customer D&B Table (customer Dun & Bradstreet table)	All Elements	The Risk Scoring process selects the element from the PS_CUST_DB table for the customers selected for risk scoring and compares that data against the risk ranges to determine the range value. Note. The PS_CUST_ID_NBRS.STD_ID_NUM record field was used to obtain the DB number for lookup on the CUST_DB table. The STD_ID_NUM_QUAL = 'DNS' field was used to determine which STD_ID_NUM to retrieve from the PS_CUST_ID_NBRS table.
Ratios	Debt Ratio	The Risk Scoring process divides the total current liabilities by the total current assets based on this formula: PS_CUST_DB.DB_TOT_CUR_LIAB / PS_CUST_DB.DB_CUR_ASET
Ratios	Asset Turnovers	The Risk Scoring process divides the sales by the total current assets based on this formula: PS_CUST_DB. DB_SALES / PS_CUST_DB. DB_TOT_ASET
Ratios	ROE (Return on Equity)	The Risk Scoring process divides the net income by the total current assets and subtracts the total current liabilities based on this formula: (PS_CUST_DB.NET_INCM / PS_CUST_DB. DB_TOT_ASET) - PS_CUST_DB. DB_TOT_CUR_LIAB
Ratios	Acid Test Ratio	The Risk Scoring process subtracts inventory from the total assets and divide by the total current liabilities based on this formula: (PS_CUST_DB.DB_TOT_ASET - PS_CUST_DB.DB_INVENTORY) / PS_CUST_DB.DB_TOT_CUR_LIAB

Page Used to Run the Risk Scoring Process

Page Name	Definition Name	Navigation	Usage
Compute Risk Scores	RUN_AR_RISK	Accounts Receivable, Receivables Analysis, Request Risk Scoring, Compute Risk Scores	Run the Risk Scoring Process (RUN_AR_RISK)

Running the Risk Scoring Process

Access the Compute Risk Scores page (Accounts Receivable, Receivables Analysis, Request Risk Scoring, Compute Risk Scores).

Override Risk Score ID

Select a risk score id if you want to run the risk scoring process for only one risk scoring rule. If you select a value for this field, the risk score process will only process this selected rule and will override the risk score processing hierarchy that runs based on your selection of a setID value and Customer Group or Customer ID.

Leave this field blank if you want to process all rules that apply based on the selection criteria.

Anchor Date

Select the date to apply to the currency conversion when processing this risk score. The currency is derived from the risk score rule.

This is a required field.

Anchor Rate Type

Select the rate type to apply to the currency conversion when processing this risk score.

This is a required field.

See Setting Up Risk Scoring Rules.

Date Option for History

Select one of these dates to use for retrieving history data:

Use Run Date

Select this option to use the date this process is run for the history scoring elements in the process.

Specify Date

Select this option to enable the Fiscal Year and Period fields, and enter the year and accounting period to use for the history scoring elements in this process.

Reviewing Conversations and Promises

This section discusses how to:

View and update conversations and promises in PeopleSoft Receivables.
Review conversations with incomplete follow-ups.
Review, add, or update conversations with follow-up dates.
Review or modify promise date conversations.
Review broken promises.
Review, add, or change promises that require supervisor review.
Search by keyword.
Inquire on promise date conversations.

Pages Used to Review Conversations and Promises

Page Name	Definition Name	Navigation	Usage
Conversations	CONVER_DATA1_SS	Accounts Receivable, Customer Interactions, Conversations, View/Update Conversations, Conversations	View and update existing conversations and promises in PeopleSoft Receivables.
References	CONVER_DATA2_SS	Accounts Receivable, Customer Interactions, Conversations, View/Update Conversations, References	Review and add transaction references to the conversation.
Attachments	CONVER_DATA5_SS	Accounts Receivable, Customer Interactions, Conversations, View/Update Conversations, Attachments	Add attachments of files to the conversation.
Contact	CONTACT	Accounts Receivable, Customer Interactions, Conversations, Update Contacts, Update Contacts Customers, Contact Information, Contact	Enter and update contact information.
Conversations By Keyword	SEARCH	Accounts Receivable, Customer Interactions, Conversations, Search By Keyword, Conversations By Keyword	Search for conversations based on keywords identified on the Conversations page.
Follow-Up Action	SEARCH	Accounts Receivable, Customer Interactions, Conversations, Follow-Up Action Needed, Follow-Up Action Needed	Search for Conversations with incomplete follow-ups.
Conversation Review Needed	SEARCH	Accounts Receivable, Customer Interactions, Conversations, Review Needed, Conversation Review Needed	Search for regular conversations where a review was not completed on the review date.
Promise Date Review Needed	SEARCH	Accounts Receivable, Customer Interactions, Conversations, Promise Date Review Needed, Promise Date Review Needed	Search for promise date conversations where a review based on the promise date has not been completed.
Broken Promises Review Needed	SEARCH	Accounts Receivable, Customer Interactions, Conversations, Broken Promises Review Needed, Broken Promises Review Needed	Search for the promise date conversations for which the promise was broken.
Supervisor Review Needed	SEARCH	Accounts Receivable, Customer Interactions, Conversations, Supervisor Review Needed, Supervisor Review Needed	Search for regular and promise date conversations that have the Supervisor Review check box selected.
Promise Date Inquiry	CWB_PROMISEINQ	Accounts Receivable, Customer Interactions, Conversations, Promise Date Inquiry, Promise Date Inquiry	Review promised date conversation information.

Viewing and Updating Conversations and Promises in PeopleSoft Receivables

Access the Conversations page (Accounts Receivable, Customer Interactions, Conversations, View/Update Conversations, Conversations).

See Managing Conversations.

Reviewing Conversations with Incomplete Follow-ups

Access the Follow-Up Action Needed search page (Accounts Receivable, Customer Interactions, Conversations, Follow-Up Action Needed, Follow-Up Action Needed).

Enter the search criteria to search for regular conversations and promise date conversations that have incomplete follow-up actions. The user assigned to the action has not selected the Done check box in the Follow Up group box on the Conversations page. The system lists these conversations in the search results. Click the appropriate conversation's link to open the Conversations page.

The user can then perform the required follow-up action and select the Done check box in the Follow Up group box to indicate that this follow-up action has been completed.

See Entering and Reviewing Conversations.

Reviewing, Adding, or Updating Conversations with Follow-Up Dates That Need Review

Access the Conversation Review Needed page. (Accounts Receivable, Customer Interactions, Conversations, Follow-Up Action Needed, Conversation Review Needed)

Enter the search criteria to enable the system to search for conversations in which the Done check box for the follow up action was not selected. A list of conversations where the follow-up action need to be reviewed displays. Click the conversation link that you want to review. The selected conversation appears on the Conversations page. You can review, add to, or update the fields on this Conversations page.

Reviewing or Modifying Promise Date Conversations

Access the Promise Date Review Needed page. (Accounts Receivable, Customer Interactions, Conversations, Promise Date Review Needed, Promise Date Review Needed)

Enter the search criteria to enable the system to search for and review promise conversations that have not been reviewed and marked as done. A list of promise date conversations that have promise dates need to be reviewed and possibly modified displays. Click the conversation link that you want to review. The selected promise date conversation appears on the Conversations page. You can review and modify the fields on this Conversations page as necessary.

Reviewing Broken Promises

Access the Broken Promise Review Needed page. (Accounts Receivable, Customer Interactions, Conversations, Broken Promise Review Needed, Broken Promise Review Needed)

Enter the search criteria to enable the system to search for promise date conversations that have broken promises where a broken promise action is needed and the Done check box is not selected. A list of promise date conversations that have broken promises displays. Click the conversation link that you want to review. The selected promise date conversation appears on the Conversations page.

Reviewing, Adding, or Changing Promises That Require Supervisor Review

Access the Supervisor Review Needed page (Accounts Receivable, Customer Interactions, Conversations, Supervisor Review Needed, Supervisor Review Needed).

Enter the search criteria to enable the system to search for regular and promise date conversations in which the Supervisor Review check box has been selected. A list of conversations that have the Supervisor Review check box selected displays. Click the conversation link that you want to review. The selected conversation appears on the Conversations page. You can review and modify the conversation as necessary, as well as change the status of the supervisor's review.

Searching By Keywords

Access the Conversations By Keyword page (Accounts Receivable, Customer Interactions, Conversations, Search By Keyword, Conversations By Keyword).

Select a keyword that applies to conversations that you want to review. You set up keywords for conversations on the Conversations page.

Inquiring on Promise Date Conversations

Access the Promise Date Inquiry page (Accounts Receivable, Customer Interactions, Conversations, Promise Date Inquiry, Promise Date Inquiry or Accounts Receivable, Customer Accounts, Collections Workbench).

Search Promises

Select criteria in this group box to narrow your search for promise date conversation information.

Display Options

Show All	Click this option and click the Search button to display information based on the search criteria that you set up in the Search Promises group box for all promises. These promise information columns appear on the grid: Business Unit Customer Promise Date Promise Status Promised Amount Currency Override (Y/N) Override Reason Collector Supervisor
Group by Customer	Click this option and click the Search button to display promise information based on the search criteria that you set up in the Search Promises group box. These promise information columns appear on the grid: Broken Promises Broken Amount Kept Promises Kept Amount Open Promises Open Amount Currency Code
Group by Business Unit	Click this option and click the Search button to display promise information based on the search criteria based on each business unit associated with a customer. The same columns that are in the Group by Customer grid display grouped by business unit.
Group by Collector	Click this option and click the Search button to display promise information based on the search criteria based on the collector associated with each promise. The same columns that are in the Group by Customer grid display grouped by collector.
Group by Supervisor	Click this option and click the Search button to display promise information based on the search criteria based on the supervisor who was selected to review each promise. The same columns that are in the Group by Customer grid display grouped by supervisor.

Obtaining Dun & Bradstreet Information for a Customer

You can arrange to order credit reports from Dun & Bradstreet and load them directly into PeopleSoft Receivables. Dun & Bradstreet bills you for each report that you order. The interface with Dun & Bradstreet enables you to purchase these reports:

Business Verification.
Decision Support.
Delinquency Score.
Enterprise Management.
Financial Standing.
Quick Check.

Create a unique logon ID for the Dun & Bradstreet system for each setID, if needed, so that you can have separate billing accounts for the different areas of your organization. You set up the login IDs on the D&B Account Information page, which you access from the Installation Options - Overall page.

When you purchase a report for a specific DUNS number, you see the last time that you purchased a report for that DUNS number as well as which report you purchased.

Review each report for a specific DUNS number, using the Dun & Bradstreet component (CUSTOMER_DB). Associate the report with a customer on the Dun & Bradstreet - Operations page.

If you want to review a Dun & Bradstreet report for a customer, you can access the report from the Credit Profile page or the Additional General Info page for the customer or the Account Overview - Profile page.

See Also

Reviewing a Customer's Profile

Obtaining D&B Credit Reports

Override Risk Score ID	Select a risk score id if you want to run the risk scoring process for only one risk scoring rule. If you select a value for this field, the risk score process will only process this selected rule and will override the risk score processing hierarchy that runs based on your selection of a setID value and Customer Group or Customer ID. Leave this field blank if you want to process all rules that apply based on the selection criteria.
Anchor Date	Select the date to apply to the currency conversion when processing this risk score. The currency is derived from the risk score rule. This is a required field.
Anchor Rate Type	Select the rate type to apply to the currency conversion when processing this risk score. This is a required field. See Setting Up Risk Scoring Rules.
Date Option for History	Select one of these dates to use for retrieving history data: Use Run Date Select this option to use the date this process is run for the history scoring elements in the process. Specify Date Select this option to enable the Fiscal Year and Period fields, and enter the year and accounting period to use for the history scoring elements in this process.