Using the Collections Workbench

This chapter presents and overview and discusses how to use the Collections Workbench.

Understanding the Collections Workbench

The PeopleSoft Receivables Collections Workbench is a central work space that presents a complete view of each customer. Collectors can perform their day-to-day activities, including accessing and completing action items directly from the Collections Workbench. Prior to contacting a customer or completing an action, the collector can use the Collections Workbench to review a customer's history, such as the average days it takes a customer to pay, the number of days any sales are outstanding (DSO), any past due balances, and any previous broken promises. With this information at hand, the collector can contact the customer and hopefully, work out a plan for payment and indicate on the Collections Workbench that the customer will pay by direct debit, credit card, or a check. If the customer does not make a commitment to pay, the collector can use the Collections Workbench to place the customer on credit hold and add an action to follow up in a specified number of days. If the customer agrees to pay within a certain number of days and does not pay, the collector can use the Collections Workbench to send a dunning letter. The collector can continue to follow-up with this customer, and, after reviewing several broken promises, can use the Collections Workbench to mark the customer in collections and refer the customer to a collection agency. The Collections Workbench provides the collector all of the information and metrics needed to diligently track and manage customer data from the days the customer receives a statement until it is paid or referred to a collection agency.

Collections managers can use the Collections Workbench to complete day-to-day management activities, which may include reviewing the current payment promises, reviewing any outstanding broken promises, the reassigning action items to different members of their team, or completing their own assigned action items.

The Collections Workbench enables an authorized user to:

• Easily access and populate the workbench data.

• Navigate to and from multiple pages and levels of data.

• Personalize the workbench.

• Access an enhanced owner action list and view action lists across customers.

• Access specific levels of customer detail.

• Display the credit profile information of a customer.

• Display and work the item list associated with a customer.

• Display the payment status and payment history of a customer.

• Review customer promises.

• Review, add, update, and delete conversations with a customer.

• Review the correspondence history of a customer and send statements by e-mail.

• Review customer aging and open credit information.

• Calculate a credit risk score for a customer.

Collections Workbench Access and Population

You can easily access the customer workbench by searching for or entering a customer ID in the Collections Workbench header. When you enter the header information, your user ID is used to generate an action list in the Action List group box, which lists any actions assigned to you that apply to the selected customer. Customer detail information also appears for the selected customer in the Customer Details group box along with tabs on which you can review:

• A credit profile of the customer.

• Any payment activity by this customer.

• A list of items purchased and the details regarding the purchase and payment of each item.

• A list of conversations with this customer.

• A history of correspondence with this customer in the form of statements and dunning letters

• Customer aging details.

• A multilevel customer hierarchy, which displays the item balance, past due balance, and credit limit for each customer in the hierarchy with rolled up information that customers defined within the hierarchy.

You can also leave some of the header information blank, such as the Unit field and the Customer ID field to display multiple customers who are associated with your user ID and have new or pending actions in the Action List group box. Instead of selecting a customer, you can select the Detail button for one of these action rows and display the customer detail for the customer associated with the action.

Conversations

You can record any conversation you may have with the customer while working on the Collections Workbench by clicking a link in the header of the Collections Workbench to add a new conversation or by selecting the Conversations tab on the workbench to add, review, or delete conversations concerning the selected customer. Conversations enable a collector to track and act on conversations and promises made by the customer. Conversations and promises are discussed in more detail in a discussion about the Conversations tab and in the PeopleSoft Order to Cash Common Information PeopleBook.

See Conversations Tab.

See Managing Conversations.

Content Personalization

You can click the Personalize Content link in the header of the Collections Workbench and access the Personalize Content page, where you can determine if and how you want the Action List or Customer Details to appear on the Collections Workbench. You can also indicate if you want the message alert icon to appear next to the customer's name, which indicates that there are notes associated with the selected customer. These notes can be standard or custom and are printed on selected documents such as a bill of lading, a picking plan, an invoice, and more. They enable you to view what type of information has been sent to the customer, for example a reminder note, prior to your contacting them.

You can personalize the contents of the Customer Details group box by identifying the row and column where you want to add a specific field name in the group box after you select one of these field categories.

• Activity Field

  When you select this field category and place your cursor in a specific row and column, you can select from field names such as Broken Promises, Credits, Kept Promises, In Process Payments and more. When you select a field name, that selected field name appears in the row/column location of the Customer Details group box with a value next to it.

  For example, a customer has 4 broken promises and you want to display the number of broken promises in the Customer Details group box on the Collections Workbench., If you select the Activity Field for the category, click the Search icon in Row 1, Column 1, and select the field name Broken Promises, when you return to the Collections Workbench page the field name Broken Promises will appear in Row 1, Column 1 in the Customer Details group box and the system displays 4.0 as the number of broken promises that exist for the selected customer.

• Balances Field

  This field works the same way as the Activity Field. However, the field names produced by the online search are different. Some of the fields names for the Balances Field category are Balances, Collections, Deductions, Deposits and more. The system will display the value associated with the selected field name in the selected column and row on the Customer Details group box.

• General Field

  This field also works the same way as the Activity Field. However, some of the field names that you can select are AR Specialist, Bill to Address, Collection Date, Collection Status and more.

• Metric Field

  This field also works the same way as the Activity Field. However, some of the field names that you can select are Prior History Day, Prior Avg Days Late, Prior Current Date, Prior DSO 30, Prior DSO 90 and more.

• User Field

  These are fields that you define specifically based on the needs of your organization. You can set up user-defined fields using instructions in the PeopleSoft Receivables PeopleBook and the PeopleTools PeopleBooks.

  See PeopleTools PeopleBook: PeopleSoft Application Designer Developer's Guide.

This table is an example of Summary Information entered on the Personalize Content page. A Field Name and Category are selected for 3 columns and five rows.

This diagram displays how the information entered on the previous example table appears in the Customer Details group box on the Collections Workbench page for selected customer 1001.

Customer Details group box results based Personalize Content example

You can also personalize the tabs that appear on the Collections Workbench page. You can rename the tabs and change the order of the tabs. The content of the data that appears on each tab is system-defined. The system-defined tab labels are:

• Credit Profile

• Items

• Aging

• Corporate Accounts

• Payment

• Conversations

• Correspondence

See Entering Customer Notes.

The Action List

If you specify a customer ID in the Collections Workbench header, any action items associated with the user and the selected customer appear in the Action List group box, along with the details and workbench data applicable to the selected customer.

If you do not specify a customer ID and you click the Search button in the header of the Collections Workbench, the system displays all action items in the Action List group box of the Collections Workbench that are assigned to this user and have an action status of New. The list is initially sorted by customer name and priority. Once the user clicks the Detail button next to an action list item, the Collections Workbench header is refreshed with the customer ID and customer name associated with the action item along with any details and workbench data that apply to that customer. In addition, the system overrides any setid or customer entered in the Collections Workbench header and replaces it with the setID and customer associated with the action list item.

You can also display a list action items by selecting a user-defined action filter. You can set up user-defined action filters by selecting the Action Filter link in the Action List group box to access the Filter Action List page. You select specific criteria on this page that are used to filter the owner action data. You assign a name to this filter, save it, and click the Search button. The system displays the action items in the Action List group box on the Collections Workbench page based on the filter criteria. You can set up, name, and save as many filters as you need for your organization. Whenever you access the Collections Workbench page, you can click the Search icon, select the appropriate action filter and display the action items that fall within the parameters of the selected action filter.

You can also reassign an action to another action owner by selecting the Reassign Action link on the Collections Workbench page.

See Assigning Actions and Sending Notification.

Customer Details

As previously discussed, you can personalize the customer details that you want to appear in Customer Details group box directly after the Action List on the Collections Workbench page by clicking the Personalize Content link and accessing the Personalize Content page. The values for the credit details that you select to appear on the Collections Workbench page are updated by the system based on the customer you select. You can also select an option on the Personalize Content page, which indicates that you do not want the Customer Details group box to appear at all on the Collections Workbench page.

The Personalize Content page also enables you to change the system-defined tab names and change the order of the tabs that appear on the Collections Workbench.

The system-defined tabs are:

• Credit Profile

• Items

• Aging

• Corporate Accounts

• Payment

• Conversations

• Correspondence

Credit Profile Tab

The Credit Profile tab describes the current and past circumstances of the selected customer's credit. You can see everything that you need both about this customer's credit and any customer's within the selected customer's remit from, correspondence, and corporate hierarchy, depending on the multilevel hierarchies that have been set up for the selected customer. The Credit Profile tab for the selected customer contains:

• The current and past due balances as of the current system date.

• The credit limit amount

• A risk score and risk level.

• An assigned collector.

• The credit class.

• The D&B Rating (Dun & Bradstreet rating).

• The fiscal year to date record of the number of open, kept, and broken promises.

• A link to the Customer Messages page, which provides details or enables you to add details about a customer message.

• History including all or various aspects of the history.

• Aged date.

• Posted date.

Customer Balances

You can click the customer's balance amount link to display the Items tab, which lists a breakdown of the total balance due based on each item purchased. You can also click the customer's past due amount link to display a detail list of the items that are past due that are included in this balance.

Risk Scoring

A risk score is calculated based on the set up and processing of specific risk scoring rules by the Risk Scoring program (RUN_AR_RISK). You can set up one or more risk scoring rules for selected setid, customer, or customer group. The range value entered in a risk score is used in conjunction with the risk scoring weight to compute the risk score. The system computes the Range Value * Risk Scoring Weight = Risk Score.

The Risk Scoring program is run as part of a nightly batch run after the ARUPDATE and AR_AGING processes have completed. This ensures that the most current risk score appears on the Credit Profile tab of the Collections Workbench and in the customer's Credit Profile. The AR_RISK program relies on updated history and aging information to compute the most accurate risk score. The Risk Score process does not take into account the Dun & Bradstreet rating for this customer.

The Risk Score condition enables the Condition Monitor to create action items based on a customer's risk score.

Risk score setup and processing is discussed in detail in other chapters of the PeopleSoft Receivables PeopleBook and the PeopleSoft Order to Cash Common Information PeopleBook.

See Setting Up Risk Scoring Rules.

See Generating Risk Scores.

See Understanding Exception and Collection Processing.

Promise Tracking

Open, kept, and broken promises for this customer are based on the Promise Tracking functionality on the Conversations page. A summary of these promises are listed on the credit tab and a breakdown of these promise statuses appears on the Conversations tab, which is described in a later section.

Customer Messages

When you click a link to access the Customer Message page, you can review or update the message code, the start and end dates of the message, the action required, and the hold code, if applicable. You can also indicate whether you want Customer Messages to appear on the Collections Workbench.

See Attaching Messages to Customers.

Payments Tab

This tab displays the outstanding and complete payment information and the payment performance for a customer. If you select a setID, customer, and business unit in the Collections Workbench header, the system will display this information for that specific business unit. If you leave the business unit blank, the system will display the totals on the Outstanding Payments, Complete Payments, and Payment Performance grids for all business units that apply to the selected customer.

When you select this tab for a customer, an On Account balance link enables you to access the Items tab and view any new on account items for the selected customer. You can also click the Prepayments total amount, which displays any items with prepayments that comprise this total.

You can set up one or more search filters to search for outstanding and complete payments. You select check boxes on the Payments tab to display payments in process, unapplied payments, drafts and direct debits in the Outstanding Payments grid. This grid displays the details for each payment and enables you to click the Deposit ID link to drill down to the Review Payments – All Payments page for regular payments, Draft Control page for drafts, and the Direct Debit Control page for direct debits.

You can use the search filter, select the Direct Debit and Draft check boxes, and enter a date range to display completed payments on the Complete Payments grid. This grid displays details about each completed payment. You can click a link to view the Item Activity From a Payment page, which displays how the completed payment affected each item.

The Payment Performance grid displays the weighted average days and amount, which is the average number of days and amount it took to complete payments falling within a specified year and accounting period and an overall weighted average.

Depending on the level of customer that you select in the header (corporate, correspondence, or remit from) if a customer hierarchy is associated with this customer, then all outstanding payments for every customer that is at the same level or a lower level in the hierarchy appear in the Outstanding Payments list on the Payments tab.

See Customer History Calculations in the Receivable Update Process.

Items Tab

This tab enables you to display an Item List associated with the selected customer based on the item status. You can also set up one or more filters to narrow your search for items similar to the way you set up filters for the Action List. The Item List is identical the Item List component (Accounts Receivable, Customer Accounts, Item Information, Item List). You can access the Account Overview component (Accounts Receivable, Customer Accounts, Customer Information, Account Overview) to view the selected customer's balance, the most recent item and payment activity, and summarized aging information. You can also click links to view detailed credit data, such as the customer's risk code or dispute status.

Once you select items on the Item List for the selected customer, you can select an item action, such as creating a maintenance worksheet, pay for an item by credit card, or generate a dunning letter. Once you select an item action, the system transfers you to the appropriate page to perform the action such as the Maintenance Worksheet and lists the items on that page.

Depending on the level of customer that you select in the header (corporate, correspondence, or remit from) if a customer hierarchy is associated with this customer, then the items purchased by the customer and all other customers defined at the same level or a lower level in the hierarchy appear in the Item List.

See Researching a Customer's Items.

See Assigning Actions to Items.

Conversations Tab

This tab enables you to display a conversation's details related to the selected customer. You can search for specific conversations by creating a filter of selected attributes. You name and save each filter so that you can use it to search for those conversations again. When the details of a conversation appear on the Conversations grid, you can access the conversation by clicking the link associated with the conversation's date.

This tab also enables you to access the Conversations component to add a new conversation, as well as add any promise details on the Conversations page. You can access the Customer Contacts page from the Conversations tab and add a contact or click a link associated with a contact's name to modify a contact's information.

You can access the Promise Date Inquiry from the Conversations tab and search for promises by selecting various attributes. You indicate whether you want to show all of the promises based on your search criteria, or group the promises by customer, business unit, collector, or supervisor.

See Understanding Conversations.

See Setting Up Promise Date Options for a Customer.

See Reviewing Conversations and Promises.

Correspondence Tab

The Correspondence tab enables you to review any statements or dunning letters associated with this customer. You can drill down to the details for each form of correspondence. You can also view this customer's statements and send a statement as an attachment by e-mail.

Depending on the level of customer that you select in the header (corporate, correspondence, or remit from) if a customer hierarchy is associated with this customer, then any correspondence related to each of the customers appearing at each level of the hierarchy appear in the list of conversations on the Conversations tab.

Aging Tab

The Customer Aging subpage tab displays the customer current and past due balances, the high balance and high past due balances, and the balance and past due balance dates for the selected customer, as well as balances for any customer in the customer hierarchy. The current aged date appears and will be updated if you click an icon on this tab to update the aging. The Customer Aging grid containing the aging category, aging ID, the aging amount and currency and the count.

See Setting Up Aging.

See Aging Receivables Items.

Customer Hierarchy Tab

When you select a customer to search for in the header of the Customer Workbench, you are required to select either corporate, correspondence, remit from, or no relationship as the customer relationship level. The selected relationship level determines the type of customer hierarchy that has been created for this customer and displays it on the Customer Hierarchy tab of the Customer Workbench. However, if the selected customer is not part of a customer hierarchy or you select the No Relationship value, then nothing will appear on the Customer Hierarchy tab.

The multilevel customer hierarchy that appears on the Customer Hierarchy tab is set up based on values that you select on General Info page (Customers, Customer Information, General Information). The information that you select on the Customer General Info page for a customer displays in the customer hierarchy for the selected relationship on the Customer Hierarchy page (Accounts Receivable, Customer Accounts, Customer Information, Customer Hierarchy). hierarchy.

The level that you select in the header also accumulates the item and past due balances for each level of customer in the selected customer hierarchy and displays them on the Customer Hierarchy tab along with each customer's credit limit.

If the Customer Hierarchy tab displays a hierarchy with multiple levels of customers, then each of the tabs on the Collections Workbench, are updated with data for each level of customers in the customer hierarchy based on the selected customer level at the top of the Collections Workbench page.

See Corporate Customers.

See Reviewing Additional Customer Account Information.

See Defining Customer Hierarchy Display Options.

Using the Collections Workbench

This section discusses how to:

• Populate the Collections Workbench.

• Personalize content.

• Use the action list.

• Review the customer's credit profile.

• Review customer payment information.

• Research customer item information.

• Manage customer conversations and promises.

• Review customer correspondence.

• Send customer statements by e-mail.

• Review customer aging.

Pages Used to Use the Collections Workbench

Populating the Collections Workbench

Access the Collections Workbench page (Accounts Receivable, Customer Accounts, Collections Workbench, Collections Workbench).

SetID	Select a setID or leave the field blank to display all customers associated with the setIDs set up for your organization. If a default setID appears in this field, it is derived from User Preferences.
Unit	Select a business or leave the field blank to search all business unit associated one or more customers. If a default business unit appears in this field, it is derived from the User Preferences – Receivables Data Entry 1 page, Default Business Units group box.
Customer	Select a customer or leave the field blank to search for all customers.
	Click this Notes icon to display any notes or documents associated with the selected customer. If there are no notes associated with the selected customer, this icon will not appear on the page.
Level	Select one of these customer relationship options to display on the Hierarchy tab the remit from, correspondence, or corporate multilevel hierarchy that was set up from the customer's General Information page. If a multilevel hierarchy was set up for the selected customer relationship, dates for all customers associated with each level of the hierarchy displays on each of the Customer Workbench tabs. If you select No Relationship, then the data will display only for the selected customer or customers, but no multilevel hierarchy will apply to any of the Collections Workbench tabs. Corporate Correspondence No Relationship This is the default field value. Remit From See Corporate Customers.
Display Currency	Displays the currency that is the default currency for the setID in the Receivables Options component, the default currency in the Receivables business unit, or the default currency in the Customer definition.
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. See Reviewing Conversations and Promises.
Personalize Content	Click this link to access the Personalize Content page where you can personalize the way the Customer Details fields and the tabs appear on the Collections Workbench page.

Personalizing Content

Access the Personalize Content page (click the Personalize Content link in the header section of the Collections Workbench).

Action List	Select one of these values: Collapse Upon Entry Displays only the Action List group box header when you access the Collections Workbench. Expand Upon Entry Displays the entire Action List group box with a list of any actions that apply to either the user or the selected customer when you access the Collections Workbench. Always Hide Does not display the Action List Header or group box when you access the Collections Workbench.
Customer Details	Select from the same options that appear for the Action List to determine how you want the Customer Details group box to appear or not appear in the Collections Workbench.
View Customer Messages Alert	Select this check box to display the Notes icon next to the customer ID to enable the you to access Customer Notes page to review any notes regarding the selected customer.

Personalization of Customer Details

See Content Personalization.

Personalization of Customer Detail Tabs

Access the Tabs group box on the Personalizing Content page.

Using the Action List

Access the Action List group box on the Collections Workbench page (Accounts Receivable, Customer Accounts, Collections Workbench, Collections Workbench).

Reassign Action	Select the Reassign Action link to reassign an action to another owner. See Reassigning Actions.
Select Action Filter	Click the Search icon to select an action filter from a list of one or more action filters that you previously set up using the Add Filter link. When you select an action filter, a list of actions appear in the Action List group box based on the criteria you selected and saved on the Filter Action List page.
Add Filter	Select this link to access the Filter Action List page. Refer to the Adding Filters sub-section following this section.
General 1	Displays a list of any actions that have been for each customer in the list. You can click the Action link to view details about the action. You can also click the customer link to view details about this customer. See Working with Actions on the Customer Action List.
General 2	Displays the items and their amounts affected by the action, the promise date information from the Conversations page, the customer's risk score, the action owner, the supervisor and location information.
General 3	Displays the conditions related to the action, the priority of the condition, the action parameter, the user ID assigned to the action, and the user's role.

Search Filter Creation

Access the Filter Action List page (select the Add Filter link on the Collections Workbench page).

Name	Enter a name for the action filter that you want to create and save. You can also click the Search icon next to the field and search for and display an existing action filter.
Filter By group box	Select action criteria listed in this group box that will narrow your search for action items that you want to appear in the Action List group box on the Collections Workbench page. You can use this filter criteria to display action items assigned to more than one owner.
Save	Click this button to save your selection of filter options by the filter name that you entered or selected in the Name field. The system adds this action filter name and its settings to the list of available action filters.
Delete	Select the name of an action filter that you want to delete and click the Delete button. The selected action filter will be removed from your list of action filters.
Search	Click the Save button and then click this button to search for any actions that fall within the Filter By criteria that you selected for this action filter. When you click the Search button, the system searches for actions based on your filter criteria and displays those actions in the Action List group box on the Collections Workbench page. The name of the filter that you used to perform the search replaces Select Action Filter field value in the field next to the Search icon.
Cancel	Click this button to cancel the Filter Action List page and return to the Collections Workbench page. If you already saved the action filter and its search criteria and select the Cancel button, the Collections Workbench page appears and the saved action filter appears in the list of saved action filters.
Clear	Click this button to clear any values entered or selected in the Filter By group box. If an action filter name appeared in the Name field, it is replaced by the field value Select Action Filter. However, the action filter that originally appeared in the Name field still appears on the list of action filters as long as you saved it before clicking the Clear button.

See Assigning Actions and Sending Notification.

Reviewing the Customer's Credit Profile

Access the Credit Profile tab (select the Credit Profile tab of the Collections Workbench).

Balance	Displays the current outstanding balance for the selected customer. Click the Balance amount link to display the Items tab, which contains the list of items and their amounts that were purchased to make up this balance amount. The Total Amount on the Items tab should equal the Balance amount on the Credit Profile tab.
Past Due	Displays the amount of the outstanding balance owed that is currently past due. Click the Past Due amount link to display the Items tab, which contains a list of items and their amounts that are past due.
Credit Limit	Displays the current credit limit for this customer. This value is derived from the Customer Information – Credit Profile page (Customers, Customer Information, General Information, select 0030 – Credit Profile in the General Info (information) links field).
Risk Score	Displays the risk score that is calculated based on setting up risk scoring rules and running the Request Risk Scoring process (AR_RISK). Click the Risk Score value link to access the Risk Score Details page. See Generating Risk Scores.
Collector	Displays the collector ID and name assigned to this customer on the Bill to Options page (Customers, Customer Information, General Information, select 0030 – Credit Profile in the General Info (information) links field).
Risk Level	Displays the level of risk for this customer, which is set up on the Credit Profile page (Customers, Customer Information, General Information, select 0030 – Credit Profile in the General Info (information) links field).
Credit Class	Displays the credit class for this customer, which is set up on the Credit Profile page (Customers, Customer Information, General Information, select 0030 – Credit Profile in the General Info (information) links field).
D&B Rating (Dun & Bradstreet rating)	Displays the Dun & Bradstreet credit rating for the selected customer. You can purchase a Dun & Bradstreet Report for a customer, which you can integrate with PeopleSoft. This Dun & Bradstreet rating is derived from the Dun & Bradstreet Report's Credit and Risk page. See Obtaining D&B Credit Reports.
Credit Hold	If this check box is selected, the customer has been put on a credit hold. When you run the Condition Monitor process, the process searches for customers with credit holds and creates an action based on the rules that you define. See Running the Condition Monitor Process.
Customer Messages	Click this link to access the Customer Messages page. See Attaching Messages to Customers.
Promises: Fiscal Year to Date group box	Displays the number of Open, Kept, and Broken promises for this year and last year. See Understanding Conversations.
Breakdown Balances grid	Displays the setid, business unit, item balance and currency for a specific customer.

Customer History

Access the Customer History grid on the Credit Profile tab of the Collections Workbench.

See Setting Up and Reviewing Customer Credit Profiles.

See Reviewing Customer Account Information.

Reviewing Customer Payment Information

Access the Payments tab (select the Payments tab of the Collections Workbench).

On Account	Displays the total amount of payments placed on a customer's account. Click the On Account amount link to access the Items tab, which lists the individual items making up the amount. The Total Amount at the bottom of the Items tab equals the On Account amount on the Payments tab.
Prepayments	Displays the total amount of prepayments made by this customer. Click thePrepayments amount link to access the Items tab, which lists the individual items making up the amount. The Total Amount at the bottom of the Items tab equals the Prepayments amount on the Payments tab.
Credit Memos	Displays the total amount of credit memos issued to this customer. Click theCredit Memos amount link to access the Items tab, which lists the individual items making up the amount. The Total Amount at the bottom of the Items tab equals the Credit Memos amount on the Payments tab.
Filter Payment	Click this link to access the Filter Payment page. Use this page to create filters that enable you to specify values that narrow your search for Outstanding Payments and Complete Payments for this customer. This page works the same way as the Filter Action List page. Click the Search icon for the adjacent field to select one of the filters that you have set up. See Search Filter Creation.
Payments in Process	Select this check box to display payments that have worksheets created and have been partially or fully applied in the Outstanding Payments grid for the selected customer.
Unapplied Payments	Select this check box to include any payments that been identified but not applied in the Outstanding Payments grid for the selected customer.
Drafts	Select this check box to include any drafts in the Outstanding Payments and the Complete Payments grids for the selected customer.
Direct Debits	Select this check box to include any direct debit payments in the Outstanding Payments and Complete Payments grids for the selected customer.
Outstanding Payment Search	Click this button to search for payments based on the filter and the check boxes you selected.
Outstanding Payments grid	Displays details of the payments and the total of all of the payments displayed based on the filter and check boxes you selected after clicking the Outstanding Payment Search button. You can click the Deposit ID link to access the Review Payments page for each outstanding regular payment, the Direct Debit Control page for each outstanding direct debit payment, and the Draft Control page for each outstanding draft payment. See Reviewing Direct Debit Control Information. See Reviewing All Drafts.
From Date and To Date	Enter a date range to narrow your search for completed payments. This date range will work with the selected filter and the selected check boxes (Drafts, Direct Debits) to display the complete payments on the Complete Payments grid.
Complete Payments grid	Displays payment information for payments where the Receivable Update process has successfully posted the payment. After a payment has been marked Complete, you can only inquire on it. To change it, you must unpost the payment group. See Receivable Update Processing Options.
	Click this icon in the Complete Payments grid to access the Item Activity for a Payment page, which describes the effect of the payment on the payment items.
Payment Performance grid	Displays the Weighted Average Days and Amount for payments within a specific fiscal year and accounting period. Also displays the Total Weighted Average Days and Basis for all payments listed for the specific fiscal year and accounting period for the selected customer. See Customer History Calculations in the Receivable Update Process. See Reviewing Customer History.

Researching Customer Item Information

Access the Items tab (select the Items tab of the Collections Workbench).

Status	Select the status of the items that you want to appear on the Item List grid from these options and select the Go button: All Closed Collection Deduction Dispute Doubtful Last Conv (last conversation) Open (default) Past Due
Add Filter	Click this link to access the Filter Items page. Select the attributes that you want to use for this filter, enter the name of the new filter in the Search Preferences field on the Filter Items page and click the Save button. You set up and use this filter like you do the filters for the action list. See Search Filter Creation.
Account Overview	Click this link to access the Account Overview – Balances page for the selected customer. See Reviewing Customer Account Information.
Range	Enter a range for the Item List rows that you want to select and click the Go button. For example, if you enter 3–5 in this field, the system will place a check mark next to rows 3, 4, and 5 in the Item List.
Item Action	After selecting the rows on which you want to perform an item action, select one of the actions in the item action list. For example, if you select an item row, select the item action Create a Maintenance Worksheet, and click the Go button, the Worksheet Application page appears with the selected item in the Item List grid. See Researching a Customer's Items. See Assigning Actions to Items.

Managing Customer Conversations and Promises

Access the Conversations tab (select the Conversations tab of the Collections Workbench).

Filter Conversations	Click this link to access the Filter Conversations page where you can select or enter attributes to narrow your search for conversations associated with the selected customer and display them in the Conversations grid on the Conversations tab of the Collections Workbench.
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. See Entering Conversations. See Setting Up Promise Date Options for a Customer.
Update Contacts	Click this link to access the Customer Contacts page, which lists the name of each contact associated with the selected customer. You can perform these activities from this page: Click the link associated with a contact's name to access the Contact page and maintain the selected contact's information. See Setting Up Contacts. Click the Telephone icon on a customer contact row and the system will automatically dial this customer contact's phone number. Important! This icon will only appear if Computer Telephony Integration (CTI) is activated and the user is a CTI user. Click the contact's e-mail address, which enables you to create and send an e-mail to the customer contact. Click the Add a New Contact link to access a blank Contact page, where you can add a new contact for the selected customer.
Conversations grid	The conversations associated with the selected customer based on your search criteria are listed on this grid. You can click on the link associated with a Conversation Date to access the Conversations page of the Conversations component, where you can review and update the details about the conversation associated with the selected Conversation Date. See Managing Conversations.

Promise Date Inquiry

Access the Promise Date Inquiry page (click the Promises Inquiry link on the Conversations tab of the Collections Workbench).

Search Promises group box	Select or enter the attributes that will narrow your search for promises made by a customer.
Display Options group box	Click on one of these options to determine how you want the promises to appear on the Promises list. Show All When you click the Search button, the system return all conversations based on the search parameters that you entered and display all promise conversations. Group by Collector When you click the Search button, the system will group conversations by collector and display the summarized information for each collector. Group by Customer When you click the Search button, the system will group conversations by customer and display the summarized information for each customer. Group by Supervisor When you click the Search button, the system will group selected conversations by supervisor and display the summarized information for each supervisor. Group by Business Unit When you click the Search button, the system will group conversations by business unit and display the summarized information for each business unit.
Promisesgrid	When you click the Search button, promise information and associated details display based on your selection of the search criteria and your selection of a display option.

Reviewing Customer Correspondence

Access the Correspondence tab (select the Correspondence tab of the Collections Workbench).

Statement History

Dunning History

See Generating Dunning Letters.

Sending Customer Statements From the Collections Workbench

Access the Send Statement page (click the Email icon associated with a statement on the Correspondence tab of the Collections Workbench).

The default value for the recipient (To field) is the e-mail address of the primary contact for the customer, and your e-mail address appears by default in the BCC field. You can edit these and the other Email field values as required for your business processes and record keeping.

You can view the statement before sending the e-mail by clicking the statement filename link. The Attach check box must be selected for the statement to be delivered with the e-mail message.

Reviewing Customer Aging

Access the Aging tab (select the Aging tab of the Collections Workbench).

Balance	Displays this customer's balance as of the current date. Click the link associated with the balance amount to display the Items tab of the Collections Workbench. See Researching Customer Item Information.
Hi Balance (highest balance)	Displays the highest balance for the selected customer since the last time the Aging process was run. Important! This amount only appears if you select a business unit for this customer and the History Options is turned on when ARUPDATE is run.
Balance Date	Displays the date on which the balance amount was calculated.
Past Due	Displays the portion of the balance amount that is currently past due. Click the link associated with the balance amount to display the Items tab of the Collections Workbench.
Hi Past Due (highest past due)	Displays the highest past due amount for the selected customer since the last time the Aging process was run and the History Options is turned on when ARUPDATE is run. Important! This amount only appears if you select a business unit for this customer. See Researching Customer Item Information.
Past Due Date	Displays the date an amount is past due. Note. This amount only appears if you select a business unit for this customer.
Aged Date	Displays the system date from the beginning of the aging run. For example, if the Aging process starts at 11:58 p.m. on September 12 and ends at 12:01 a.m. on September 13, the aged date is September 12.
New Balance	The this appears if the customer's balance has changed since it was last aged. This indicates that you may want to rerun the Aging process.
	Click the Update Aging button to age the customer's items during the next run of the Aging process.
Customer Aging grid	This grid is updated if the aging process has been run for the selected customer. Values appear in the Aging Category, Aging ID, Aging Amount, Currency, and Aging Count fields Click the link associated with an Aging Category to display the Items tab of the Collections Workbench, which lists the items and amounts included in the selected Aging Category.

See Setting Up Aging.

Reviewing the Customer Hierarchy

Access the Customer Hierarchy tab (select the Customer Hierarchy tab of the Collections Workbench).

Corporate Credit Limit	Displays the credit limit for the parent customer in the hierarchy.
Display Currency	Displays currency associated with customer's general information.
Corporate Balances grid	This grid displays the levels of the Customer Hierarchy, which include the customer ID, the Item Balance amount, the Past Due amount, and the Credit Limit each customer on the grid. Customers that have other customers defined as children display the summarized item balance and past due amounts of all of their children. The credit limit is not summarized for each level of the hierarchy, because the credit limit is controlled by the parent's corporate credit limit. When summarized information for each level of the hierarchy displays, you cannot drill down to a more detailed level of data. Click one of the customer ID links in the Customer Hierarchy to access the selected customer's general information (Customers, Customer Information, General Information, General Info). Click the Item Balance link for a selected customer within the Customer Hierarchy to display the Items tab of the Collections Workbench. Click the Past Due balance link for a selected customer within the Customer Hierarchy to display the Items tab, where you can select Past Due, search for, and display the items that make up the selected Past Due balance. Click the Credit Limit amount link for a selected customer within the Customer Hierarchy to display the Credit Profile tab for the selected customer.

See Corporate Customers.