Managing Customer Information

This chapter provides an overview of customer information and discusses how to:

Enter basic customer information.
Enter additional customer information.
Review sales information for customers.
Review service information for customers.

Understanding Customer Information

The CRM Customer Detail program (P90CA080) enables you to enter, view and modify CRM information for each customer. You can also access additional JD Edwards EnterpriseOne programs directly from the CRM Customer Detail program, which enables you to easily view and update additional information about a customer. For example, if you select the Sales tab from the customer record, you can add a new sales order for the customer or update an existing order using programs from the JD Edwards EnterpriseOne Sales Order Management system.

You can also create parent/child relationships between customers. For example, one large company might have several subsidiaries. You can enter the large company as the parent customer and the subsidiaries as children of the large company. If a selected customer record has subordinate records, you can click the Parent Child Hierarchy link to view the parent and child records.

When you enter a customer record, the system updates these tables:

Address Book Master (F0101)
Customer Master by Line of Business (F03012)
Customer Master Commission Information (F42140)

The CRM Customer Detail program includes these tabs:

Tab Name	Purpose
Customer	View or modify customer detail information such as addresses, phone numbers, financial information, and service information.
Contact and Partner	View or modify information for contacts or partners that are associated with the customer.
Activities	View or modify activities that are related to the customer, or add a new activity.
Sales	View or modify sales order information for the customer, or add a new order.
Service	View or modify service contract information, cases, service work orders, or equipment master records for the customer. You can also add new records.
Attachments	View, modify, or create attachments for the customer.

Entering Basic Customer Information

This section provides overviews of basic customer information and discusses how to:

Enter basic customer information.
Set processing options for the CRM Customer Detail program (P90CA080).

Understanding Basic Customer Information

You use the Customer - Add Customer form to enter basic customer information. This form contains tabs that enable you to enter and modify customer information as described in this table:

Link Name	Link Purpose
Address and Phone	Enter the primary addresses, telephone and electronic addresses.
Financial	Enter credit, tax, payment terms, language, and price group information for the customer.
Classification	Enter user-defined information about customers. This tab includes 30 user-defined category code fields that you can customize to store information that is specific to the business needs.

After you enter basic customer information, you can use the CRM Customer Detail program to maintain and modify CRM customer information.

Note. After you enter basic customer information, you must activate the customer record before you can process the customer through many CRM functions. For example, you cannot enter a sales order for a customer until the customer record has been activated. To activate a customer record, select Active from the Customer Status field on the Manage <Customer Name> field.

See Entering Additional Customer Information.

Forms Used to Enter Basic Customer Information

Form Name	FormID	Navigation	Usage
Customer - Search for Customers	W90CA080D	CRM Foundation Daily Processing (G90C01), Customer. Daily Sales Force Automation Processing (G90CA01), Customer. Daily Support Processing (G90CE01), Customer.	Select customer records, access forms to add a new customer, or access a list of customers to which you can subscribe.
Customer - Add Customer	W90CA082C	Click Add on Customer - Search For Customers.	Enter basic customer information and subscribe to a customer during customer entry.
Customer - Manage <Customer Name>	W90CA080A	On Customer - Search For Customers, select a customer record.	View or modify customer information. Subscribe to an existing customer.

Entering Basic Customer Information

Access the Customer - Add Customer form.

Search Type

Enter the user-defined code (system 01, type ST) that indicates the kind of address book record to search for. For example:

E: Employees

X: Ex-employees

V: Suppliers

C: Customers

P: Prospects

M: Mail distribution lists

TAX: Tax authorities

Industry Classification

Enter the code that classifies goods and services. This code can follow the format of any of these classification systems:

Standard Industrial Classification (SIC) or North American Industry Classification System (NAICS). A numerical system that the United States uses to classify goods and services. This code is four digits for SIC or six digits for NAICS.

Harmonized System (HS). The international method of classifying goods. More than fifty countries use this code. An HS code can be up to 10 digits.

Standard Industrial Trade Classification (SITC). A numerical code system that was developed by the United Nations to classify goods that are used in international trade. International organizations use this code. An SITC code can be up to six digits.

PIM Subscription (personal information management subscription)

Select this option to add the customer record to the personal information management (PIM) system address book. PIM systems include Microsoft Outlook (Exchange server) and Lotus Notes (Domino server). This option appears only if the logged-in user is set up as a PIM user. When you select this option, the system automatically adds the customer to the PIM system contacts.

Address and Phones

Select the Address and Phones tab.

The system uses the information that you enter on this tab when you create a customer PIM subscription record.

Prefix	Enter the three-digit prefix, or area code, of the associated phone number.
Phone Number	Enter the six-digit phone number, not including the area code or prefix.

Financial

Select the Financial tab.

Parent Number	Enter the address book number of the parent company. The system uses this number to associate a particular address with a parent company or location. Any value that you enter in this field updates the F0150 table for the blank structure type. This address number must exist in the F0101 table for validation purposes.
Credit Limit	Enter the total amount that you allow the customer to spend on purchases before the system sends a workflow message. This value is used throughout the credit management programs. The system maintains the credit limit at the customer (child) level, not the parent level. The system sends workflow messages for each customer who is over their credit limit. When you set up or change the credit limit, the system sends a workflow message to the credit manager that the change is pending approval. The change to the credit limit is not reflected in the customer record until it is approved by the credit manager.
Credit Manager	Enter the name of the credit manager who is responsible for approving changes to the credit limit. You must set up the credit manager in the address book and then create an entry in the user-defined code table (system 01, type CR). When you set up the user-defined code value, you must also enter the credit manager's address book number in the Description 02 field.
Currency Code	Enter the code for the currency that applies to the customer.
Payment Terms	Enter the code that indicates the default payment terms for the customer. Payment terms determine the due date, discount amount, and discount due date that the system assigns when you create an invoice. Use a blank code for the payment terms that you use most frequently. Examples of payment terms include: Blank: Net 15 1: 1/10 net 30 2: 2/10 net 30 D: Due upon receipt N: Net 30 P: Prox 25th
Language	Enter the user-defined code (system 01, type LP) that specifies the language to use on forms and printed reports. Before you specify a language, a code for that language must exist at either the system level or in the user preferences.
Tax Area	Enter the code that identifies a tax or geographic area that has common tax rates and tax authorities. The system validates the code that you enter against the F4008 table. The system uses the tax rate area in conjunction with the tax explanation code and tax rules to calculate tax and GL distribution amounts when you create an invoice or voucher.
Tax Expl Code (tax explanation code)	Enter the hard-coded user-defined code (system 00, type EX) that controls the algorithm that the system uses to calculate tax and general ledger distribution amounts. The system uses the tax explanation code in conjunction with the tax rate area and tax rules to determine how the tax is calculated. You can define each transaction pay item with a different tax explanation code.
Tax Exempt Certificate	Enter the number that tax authorities issue to tax-exempt individuals and companies to identify their tax-exempt status.
Price Group	Enter the user-defined code (system 40, type PC) that identifies a customer group. You can group customers with similar characteristics, such as comparable pricing.

Classification

Select the Classification tab.

Category Code 01 - 30

Enter one of thirty reporting codes that you can assign to an address in the JD Edwards EnterpriseOne Address Book system. Use these codes to identify addresses for reports, mailings, and so on. Examples include:

01: Location or branch

02: Salesperson

03: New tenant

04: Credit officer

Setting Processing Options for the CRM Customer Detail Program (P90CA080)

Although processing options are set up during JD Edwards EnterpriseOne implementation, you can change processing options each time you run a program.

Entry

Tax ID

Specify whether to display the Tax ID field when you add a customer record. You can also specify whether to disallow entry at this field.

Versions

1. Address Book (P01012) Version	Specify the version to use when you call the Address Book Master program (P01012) from the Related Links. If you leave this processing option blank, the system uses version ZJDE0001.
2. CRM Customer Processing (P90CA087) Version	Specify the version of the CRM Customer Master Business Function (P90CA087) to use. If you leave this processing option blank, the system uses version ZJDE0001.
3. Opportunity (P90CB020) Version	Specify the version of Opportunity (P90CB020) to use. If you leave this processing option blank, the system uses version ZJDE0001.
4. Quote Order Entry (P42101) Version	Specify the version of Quote Order Entry (P42101) to use. If you leave this processing option blank, the system uses version ZJDE0001.
5. Sales Order Entry (P42101) Version	Specify the version of Sales Order Entry (P42101) to use. If you leave this processing option blank, the system uses version ZJDE0001.
6. Contact (P90CA070) Version	Specify the version of Contact (P90CA070) to use. If you leave this processing option blank, the system uses version ZJDE0001.
7. Service Contract (P1721) Version	Specify the version of Service Contract (P1721) to use. If you leave this processing option blank, the system uses version ZJDE0001.
8. Activities Extension (P90CAEXT) Version	Use this option to specify the version of the P90CAEXT program to use. If you leave this option blank, the system uses version XJDE0001.

Process

1. Postal Code Editing	Specify whether to activate postal code editing. Postal code editing first verifies that the postal code exists in the F0117 table and then uses information from the table to enter blank City, County, Country, and State fields.
2. Postal Code Address Retrieval	Specify whether to activate Postal Code address retrieval. If the postal code is valid and address lines one through four are blank, the system can retrieve address information from the F0118 table. If you set the processing option to activate with the Postal Code Selection Window for multiple addresses, the system displays all available addresses for the postal code.
3. Phone Number Type	Specify the phone type (such as business, home, mobile, and so on) that the system uses on the Add Customer form. Values are specified in the 01\|PH UDC table.
4. Organization Structure Type	Specify the organization structure the system uses for the Customer application's Parent Child Hierarchy view
5. Sales Team Member Search Type	Specify the default search type in the Employee Search and Select application when adding sales team members for the customer.

Mobile Client

1. Customer Action Security (Add and Change)	Specify whether a user has the authority to add customers while running on a mobile client.
2. Primary Address Action Security (Add and Change)	Specify whether a user has the authority to add and change primary addresses while running on a mobile client.
3. Alternate Address Action Security (Add, Change, and Delete)	Specify whether a user has the authority to add, change, and delete alternate addresses while running on a mobile client.
4. Phone and Fax Action Security (Add, Change, and Delete)	Specify whether a user has the authority to add, change, and delete phone and fax numbers while running on a mobile client.
5. Electronic Address Action Security (Add, Change, and Delete)	Specify to designate whether a user has the authority to add, change, and delete electronic addresses while running on a mobile client.
6. Mobile Duplicate Data Entry	Specify to allow or prevent data entry on the mobile client if you use Address Book's duplicate data entry feature. If you set this processing option to 1, the system disables the customer Name, City, and State fields on the mobile client when maintaining an existing customer.
7. Mobile Duplicate Tax ID Validation	Specify whether to enable or prevent data entry on the mobile client if you use Address Book's duplicate tax ID entry feature. If you set this processing option to 1, the system disables the customer Tax ID and Country fields on the mobile client when maintaining an existing customer.

Entering Additional Customer Information

This section provides an overview of additional customer information, and discusses how to:

Activate a customer record for sales order processing.
Enter additional address and phone information.
Enter customer financial information.
Enter customer options.
Enter service information for a customer.
Use related links.
Enter customer contacts.
Attach partners to a customer.
Add activities to a customer.
Create customer profiles.
Work with customer interactions.

Understanding Additional Customer Information

After you enter basic customer information into the system, the system creates a customer record. Using this record, you can activate the customer and enter additional information about the customer. You activate a customer to ensure that you can process sales orders for that customer. You can set up the JD Edwards EnterpriseOne Sales Order Management system to hold sales orders that are associated with inactive customers.

Additional information about each customer includes:

Addresses and phones

You can enter multiple addresses, phone and fax numbers, and email addresses for each customer record that you create.
Financial information

You can enter financial information about each customer, including credit, tax, general ledger, collections, and invoicing information. This information enables you to easily manage all of the financial transactions that occur between the organization and the customers.
Customer options

You can enter ordering, shipping, and pricing options that are specific to each customer. These options enable you to manage transactions when a customer purchases goods or services from the organization.
Contacts

You can enter multiple contacts for each customer. You can specify information about each contact, so that you know who to contact for each type of transaction that occurs between the organization and the customer.
Associated partners

You can associate partners with customers. For example, if one of the organization's partners is currently responsible for completing a sale to the customer, you can associate that partner with the customer.
Activities

You can attach existing activities or enter new activities to the customer record. Activities are the tasks that the people who are working with the customer should complete. For example, a sales representative might set up a recurring activity to contact an existing customer on a monthly basis to determine whether the customer needs additional goods or services.
Customer profiles

Because each organization's business needs differ, it is impossible to anticipate every piece of data that you must track for customers. To enable you to effectively manage customers, the JD Edwards EnterpriseOne CRM Foundation system provides you with configurable, user-defined customer profiling. You can access up to 30 user-defined fields using the Profiles link on the Customer - Manage <Customer Name> form. You can configure these fields to track information that is specific to the business and is not otherwise captured in the JD Edwards EnterpriseOne system.
Interactions

You can set up Apropos, a third-party system that enables you to manage the interactions between the organization and the customers.
Subscriptions

Using the PIM Subscription option, users can automatically add a customer record to their personal contacts in Lotus Notes or Microsoft Outlook. When you subscribe to a customer, corresponding objects are created in the PIM system database. If users update or delete items in either the CRM or PIM system, the changes are synchronized in both locations. For example, if you change the phone number or address for a customer in the PIM system, the system reflects that change in the JD Edwards EnterpriseOne customer record. The system makes inbound customer changes to the F0116 table.

See Synchronizing Address Book Records with Personal Information Management Systems.

Forms Used to Enter Additional Customer Information

Form Name	FormID	Navigation	Usage
Search for Customers	W90CA080D	CRM Foundation Daily Processing (G90C01), Customer	Select a customer record.
Customer-Manage <Customer Name>	W90CA080A	Select a customer on the Search for Customers form.	Activate a customer, enter and update customer information, or subscribe to a single customer.
Add Activity	W01301B	On the Customer-Manage <Customer Name> form, select the Activities tab and click Add.	Add a new activity for the customer.
PIM Subscription	W90CA070E	Click the PIM Subscription link on Customer - Search for Customer.	Subscribe to multiple customers. See Synchronizing Address Book Records with Personal Information Management Systems.

Activating a Customer Record for Sales Order Processing

Access the Customer - Manage <Customer Name> form.

Customer Status

Select the Active option to activate the customer record. If you do not activate the customer record, it is possible that the system will place sales orders associated with this customer on hold. You set processing options for the Sales Order Entry program (P4210) to determine whether the system holds sales orders that are associated with inactive customers.

See Setting Processing Options for Sales Order Entry (P4210).

Entering Additional Address and Phone Information

Access the Customer - Manage <Customer Name> form, and then click the Address and Phone link.

View or modify the customer's primary address information in the upper part of the form.
In the Alternate Addresses grid, perform any of these actions:
- View alternate addresses for the customer.
- Delete an alternate address by selecting the address in the grid and then click Delete.
- Change the customer's primary address to one of the alternate addresses displayed by selecting the address in the grid and then click Set Main Address.
  
  If you set an alternate address as the primary address and then want to undo the change, click Clear Main Address.
- Add a new alternate address by selecting a blank row in the grid and entering address information.
In the Phones and Fax grid, perform any of these actions:
- View phone and fax information for the customer.
- Delete a phone or fax number by selecting the entry in the grid and then click Delete.
- Add a new phone or fax number by selecting a blank row in the grid and entering phone or fax information.
In the Electronic Addresses grid, perform any of these actions:
- View electronic addresses for the customer.
- Delete an electronic address by selecting the address in the grid and then click Delete.
- Add a new electronic address by selecting a blank row in the grid and entering address information.
- Send a previously created email message by clicking Send Email.
  
  This field becomes active when the selected row contains an electronic address for which an email message was created.
When you are finished viewing or modifying address and phone information, save or undo any changes.

Entering Customer Financial Information

Access the Customer - Manage <Customer Name> form. Select the Customer tab and then click the Financial link.

Payment Terms

Enter the code that indicates the default payment terms for the customer. Payment terms determine the due date, discount amount, and discount due date that the system assigns when you create an invoice. Use a blank code for the payment terms that you use most frequently. Examples of payment terms include:

Blank: Net 15

1: 1/10 net 30

2: 2/10 net 30

D: Due upon receipt

N: Net 30

P: Prox 25th

Currency Code

Enter the code that identifies the currency for a transaction.

Credit

Select the Credit tab.

Credit Limit	Enter the total amount that you allow the customer to spend on purchases before the system sends a workflow message. This value is used throughout the credit management programs. The system maintains the credit limit at the customer (child) level, not the parent level. The system sends workflow messages for each customer who is over their credit limit. When you set up or change the credit limit, the system sends a workflow message to the credit manager that the change is pending approval. The change to the credit limit is not reflected in the customer record until it is approved by the credit manager.
Recall For Review Date	Enter the review date for the customer's credit information.
Credit Manager	Enter the name of the credit manager who is responsible for approving changes to the credit limit. You must set up the credit manager in the address book and then create an entry in the user-defined code table (system 01, type CR). When you set up the user-defined code value, you must also enter the credit manager's address book number in the Description 02 field.
Date of Last Credit Review	Enter the date on which the credit manager last examined this customer's payment record and assigned a credit status to the account.
Date Account Opened	Enter the date on which the customer record was created.
Temporary Credit Message	Enter the user-defined code that identifies a temporary credit status. Generally, you assign the code when an account becomes past due. The system automatically updates the temporary credit message based on the notification instructions that you set up for the policy that you assign to the customer. The system can automatically reset the temporary credit message back to the credit message if you activate the option in the policy. You can also manually enter and update the temporary credit message on the customer record. If this field is blank, the system assigns the value of the Credit Message field when you run Credit Analysis Refresh (R03B525). The system displays the temporary credit message on the transaction entry forms in the Accounts Receivable and Sales Order Management systems.
Credit Check Level	Enter the code that controls the way the system conducts credit checking. Codes are: P: Credit check based on the customer's parent number. C: Credit check against the customer number only. S: Credit check against the customer sold to. L: Credit check based on the line of business. If you use method P, the system compares the open accounts receivable and open sales orders for the sum of the children and the parent against the credit limit for the parent number. Use this when a customer with multiple offices or branches—each of which order from you—asks that all credit checking be reflected in a single account. Even though credit checking can be conducted at the parent or customer number level, the system posts all accounts receivable to the customer number (SDAN8) during Sales Update (P42800).
Person Opening Account	Displays the system-provided user ID of the person who created the customer record.
Last Reviewed By	Displays the system-provided user ID of the person who completed the last credit review. The system provides the user ID of the person who enters or revises the credit limit.
Financial Statements on Hand	Displays the date that financial statements were received to evaluate a company's credit worthiness.
Dun Bradstreet Date	Displays the date on which Dun & Bradstreet ratings were available.
Experian Date	Displays the date on which the Experian ratings were available.

Tax

Select the Tax tab.

Tax Expl Code (tax explanation code)	Enter the hard-coded user-defined code (system 00, type EX) that controls the algorithm the system uses to calculate tax and GL distribution amounts. The system uses the tax explanation code in conjunction with the tax rate area and tax rules to determine how the tax is calculated. You can define each transaction pay item with a different tax explanation code.
Tax Rate/Area	Enter the code that identifies a tax or geographic area that has common tax rates and tax authorities. The system validates the code you enter against the F4008 table. The system uses the tax rate area in conjunction with the tax explanation code and tax rules to calculate tax and GL distribution amounts when you create an invoice or voucher.
Tax Exempt Certificate	Enter the number that tax authorities issue to tax-exempt individuals and companies to identify their tax-exempt status.

G/L Distribution

Select the G/L Distribution tab.

G/L Offset

Enter the code that determines the accounts receivable trade account that the system uses as the offset when you post invoices. The system concatenates the value that you enter to the AAI item RC to locate the trade account. For example, if you enter TRAD, the system searches for the AAI item RCTRAD to locate the account to use for the offset. The value in this field can be alphanumeric or can match the object code of the GL account number. If you leave this field blank, the system uses the account that is set up for RC to locate the account number. You can also use the value in this field to locate the offset for unapplied receipts if you specify its use in the processing options for Standard Receipts Entry or the draft entry programs. Otherwise, the system uses the account that is set up for RCUC. You can override the value of this field when you enter the transaction. Do not use class code 9999; because it is reserved for the post program and indicates that offsets should not be created.

A/R Model JE Document Type

Enter the code that identifies the type of AR model journal entry to use for a particular customer.

Account Number

Enter a value that identifies an account in the general ledger. Use one of these formats to enter account numbers:

Standard account number (business unit.object.subsidiary or flex format).

Third GL number (maximum of 25 digits).

Account ID number (eight digits).

Speed code, which is a two-character code that you concatenate to the AAI item SP.

You can then enter the code instead of an account number. The first character of the account number indicates its format. You define the account format in the General Accounting constants.

Collection

Select the Collection tab.

Collection Manager	Enter the name of the collection manager who is responsible for managing this customer's account. You must set up the collection manager in the address book and then create an entry in the user-defined code table (system 01, type CM). When you set up the user-defined code value, you must also enter the collection manager's address book number in the Description 02 field. You enter the user-defined code that represents the collection manager in this field.
Deduction Manager	Enter the user-defined name or number that identifies an address book record. You can use this field to enter and locate information. If you enter a value other than the address book number (AN8), such as the long address or tax ID, you must precede it with the special character that is defined in the Address Book constants.
Send Statement To	Enter the code that identifies the billing address that prints on statements. Values are: C: Customer (AN8) P: Parent (PA8) R: Payor (PYR) 1: First address number (AN81) 2: Second address number (AN82) 3: Third address number (AN83) 4: Fourth address number (AN84) 5: Factor/Special Payee (AN85) 6: Fifth address number (AN86)
Statement Cycle	Enter the code that enables you to group customers together for statement printing. For example, you can print statements for all customers that have a statement cycle of A on the 1st of the month, B on the 2nd day of the month, and so on. If you leave this field blank, the system assigns the first letter of the customer's alpha name.
Collection Report	Select this option to specify whether the customer's overdue invoices are eligible to appear on the collection report that you send to an external agency. When you select this option, the customer is eligible for external collections. (To update invoices for collection, you must run the program Update A/R from Address Book (R03B802) after you select this option.) When this option is not selected, the customer is not eligible for external collections.
Delinquency Fees	Select this option to specify whether to process delinquency fees for the customer. When this option is selected, delinquency fees are processed.
Print Statement	Select this option to specify whether to print statements for the customer or company. When the option is selected, statements are printed.
Delinquency Notice	Select this option to specify whether to print delinquency notices for the customer or company based on the notification instructions that are set up for the policy that you assign to the customer. When this option is selected, the system prints delinquency notices.

Invoice

Select the Invoice tab.

Payment Instrument	Enter the user-defined code (system 00, type PY) that specifies how payments are made by the customer. For example: C: Check D: Draft T: Electronic funds transfer
Alternate Payor	Enter the person or company (other than the customer) that the system assigns to the Payor field (PYR) on Customer Ledger records (the F03B11 table) that you enter for the customer. If you leave this field blank, the system assigns the customer number as the payor. If you change the value of this field after invoices have been entered for the customer, you must run Update A/R from Address Book (R03B802) to update the value on the invoice records. The system does not use this value as a default for the Payor field (ALKY) in the receipt or draft entry programs, but you can select invoice records to pay based on the value of Payor.
Send Invoice To	Enter the code that identifies the billing name and address to print on the invoice. Codes are: C: Customer (AN8) N: Do not print. The Real Estate Management system (15) ignores this value and uses the value of the Print Invoice field (INVP) from the billing record or lease. P: Parent (PA8) R: Payor (PYR) 1: First address number (AN81) 2: Second address number (AN82) 3: Third address number (AN83) 4: Fourth address number (AN84) 5: Factor Special/Payee (AN85) 6: Fifth address number (AN86) With the exception of Payor (which you set up in the customer record in the Alternate Payee field (AYPR),) all of the preceding codes correspond to related address information that you set up in the address book record. Also, if you have a Who's Who entry that is set up with type code B (for billing), the system overrides the billing name with the entry from the Who's Who record.
Auto Receipts Execution List	Enter the name that is assigned to a list of algorithms that define the order in which the programs should be run.
A/B Amount Codes	Enter the code that specifies the currency in which amounts are stored in the address book (for example, the credit limit, invoiced this year, invoiced prior year, and so on). The system uses the currency that you specify to record and store transaction history.
Related Address Number	Enter the related address number in situations where the customer ships to a variety of locations across the country, but wants to send all invoices to a single address.
Invoice Copies	Enter the number of invoice copies that you want to print. The system always prints at least one invoice.
Auto Receipt	Select this option to specify whether the customer or company is eligible to process receipts in the JD Edwards EnterpriseOne Accounts Receivable system using the automatic receipt processing programs. When this option is selected, you can process receipts automatically for the customer or company. You must activate this option for both the customer and the company in the Accounts Receivable constants for the system to process automatic receipts.
Hold Invoices	Select this option to prevent anyone from entering invoices manually. When you select this option, the system holds the invoices and you receive an error message if you attempt to enter invoices using the Speed Invoice Entry (P03B11SI) or Standard Invoice Entry (P03B11) programs. The system ignores this field if you generate invoices from the JD Edwards EnterpriseOne Sales Order Management system.
Invoice Consolidation	Enter the code that indicates whether a customer wants to receive consolidated invoices. Codes are: Y: Consolidate invoices. If you specify consolidation, the system generates a single invoice from multiple sales orders. N: Do not consolidate invoices.

Entering Customer Options

Access the Customer - Manage <Customer Name> form, and then click the Customer Options link.

Address Type

Enter the code to use this address as a Sold To address, a Ship To address, or both. Codes are:

X: Bill to and a ship to address

S: Ship to address only

B: Bill to address only

Ordering Options

Select the Ordering Options tab.

Minimum Order Value	Enter a value for the order, below which the order is placed on hold. If you attempt to enter an order whose total is less than the minimum order value, the system displays an error message.
Maximum Order Value	Enter a value for the order, above which the order is placed on hold. If you attempt to enter an order whose total is more than the maximum order value, the system displays an error message.
Order Template	Displays a list of items that you order frequently. The system typically groups the items based on the product type, such as fuels, lubricants, and packaged goods.
Item Restrictions	Enter the code that indicates whether restrictions have been placed on the sale of items to this customer. Values are: Blank: No restrictions. I: A customer can be sold only those items set up on the Item Restrictions screen. E: A customer cannot be sold the items set up on the Item Restrictions screen.
Hold Orders Code	Enter the user-defined code (system 42, type HC) that identifies why an order is on hold.
Priority Processing Code	View the code indicates how to handle this customer's orders on a priority basis. Use this value to set up print pick slips so you can print them on a priority basis. The system assign this code from the customer billing instructions. In addition, you can use this code to specify sequence for the backorder print report and automatic batch release programs to release those orders with the highest priority first.
Weight Display U/M (weight display unit of measure)	Enter the user-defined code (system 00, type UM) that identifies which unit of measure the system uses for this customer to display the weight of individual order lines and the order as a whole when you use the order summary form.
Volume Display U/M (volume display unit of measure)	Displays the user-defined code (system 00, type UM) that identifies the unit of measure that the system uses to display volume for this branch/plant. The system inputs a value in this field from Branch/Plant Constants - Page 2 (P410012). You can override this default value.
OP Business Objective (order promising business objective)	Displays the value that specifies a default business objective to send outbound to order promising before an order has been promised. (A business objective is a grouping of business rules that fulfill a sales order.) For sales order detail lines, this value specifies the business objective that is selected by order promising after an order has been promised.
Print Message	Displays the user-defined code that you assign to each print message. Examples of text messages include engineering specifications, hours of operation during holiday periods, and special delivery instructions.
Customer PO Required	Specify whether the customer must enter a value in the Customer Purchase Order Number field The system edits this field during Sales Order Entry.
Exempt From Credit Hold	Enter the code that indicates whether the customer is exempt from credit checking in the Sales Order Processing cycle. Codes are: Y: Sales order entry should not check the customer's credit. N: This customer is not exempt from credit checking. If credit checking is activated through the Sales Order Entry processing options and the customer goes over the limit, the order is put on hold. (You set up a credit limit for the customer in the address book.)
Backorders Allowed	View the option that specifies whether to enable backorders for this item. You can enable backorders for customer using the Customer Billing Instructions program (P03013). When you select this option, the system enables backorders. When you do not select this option, the system does not enable backorders for this item regardless of the backorders code that is assigned to the customer.
Substitutes Allowed	Specify whether the customer accepts substitute items. Enter N to disallow or Y to enable substitutions. The system interprets a blank value as a Y.
COA Print (Certificate of Analysis print)	Enter the code that indicates whether the system prints a Certificate of Analysis for the customer. Values are: Y: Print the Certificate of Analysis. N: Do not print a Certificate of Analysis for a specific customer when a Certificate of Analysis report is run for a group of customers. This feature is activated only when the JD Edwards EnterpriseOne Quality Management system is in use and the Certificate of Analysis is created.
Bypass Audit Logging	Select this option to specify whether to bypass the audit logging process for sales order changes.

Pricing Options

Select the Pricing Options tab.

Pricing Schedule	Enter the user-defined code (system 40, type AS) that identifies a price and adjustment schedule. A price and adjustment schedule contains one or more adjustment types for which a customer or an item might be eligible. The system applies the adjustments in the sequence that you specify in the schedule. You link customers to a price and adjustment schedule through Customer Billing Instructions. When you enter a sales order, the system copies the schedule attached to the sold to address into the order header. You can override this schedule at the detail line level.
Customer Price Group	Enter the user-defined code (system 40, type PC) that identifies a customer group. You can group customers with similar characteristics, such as comparable pricing.
Trade Discount	Enter the percentage amount by which the system reduces the price of each item. This is the only discount applied. You can override the discount if you enter a price. Enter the percentage as a whole number (such as 5 for 5 percent).
Buying Segment Code	Enter the value that groups customers with similar buying habits.
Adjustment on Invoice	Use this field to control whether the system prints price adjustment details on the customer's sales invoice. This field is active only if you are using the Advanced Price Adjustment module (System Code 4010).
Price Pick List	Select this option to indicate whether price information appears on the customer's pick list, purchase order, or sales order. When you select this option, price information appears.

Shipping Options

Select the Shipping Options tab.

Freight Handling Code	Enter the user-defined code (system 42, type FR) that indicates the method by which supplier shipments are delivered. For example, the supplier could deliver to the dock, or you could pick up the shipment at the supplier's dock. You can also use these codes to indicate who has responsibility for freight charges. For example, you can have a code indicating that the customer legally takes possession of goods as soon as they leave the supplier warehouse and is responsible for transportation charges to the destination.
Zone Number	Enter the user-defined code (system 40, type ZN) that indicates the delivery area in which the customer resides. This field is one of several factors that freight summary facilities use to calculate potential freight charges for an order. For picking, you can use the zone code with the route and stop codes to group all items that are to be loaded onto a delivery vehicle for a specific route. You set up the default for each of these fields on the Customer Billing Instructions form.
Carrier Number	Enter the address number for the item's preferred carrier. The customer or the organization might prefer a certain carrier due to route or special handling requirements.
Route Code	Enter the user-defined code (system 42, type RT) that represents the delivery route on which the customer resides. This field is one of several factors that freight summary facilities use to calculate potential freight charges for an order. For picking, use the route code with the stop and zone codes to group all of the items that are to be loaded onto a delivery vehicle for a specific route. You set up a default for each of these fields on the Customer Billing Instruction form.
Stop Code	Enter the user-defined code (system 42, type SP) that represents the stop on a delivery route. This field is one of several factors that freight summary facilities use to calculate potential freight charges for an order. For picking, you can use the stop code with the route and zone codes to group all items that are to be loaded onto a delivery vehicle for a specific route. You set up the default for each of these fields on the Customer Billing Instructions form.
Delivery Instructions	Enter specific delivery instructions.
Partial Shipments Allowed	Select this option to indicate whether the customer accepts partial line shipments. When you select this option, the customer accepts partial line shipments.
Partial Order Shipments Allowed	Select this option to indicate whether the customer requires that the entire order be shipped at one time, or if the customer will accept multiple partial shipments. This feature is activated only when you create orders in the JD Edwards EnterpriseOne Sales Order Management system with availability checking set to On, since sales order entry is the only time that you can group all lines together as an order. If you perform availability checking during the pick slips or shipment confirmation process, you cannot guarantee that all lines are grouped together for the order.
Delivery Note	Select this option to specify whether the system prints delivery notes for this customer on the invoice. When you select this option, the system prints delivery notes on the invoice.
Apply Freight	Select this option to specify whether the system performs freight calculations during processing. When you select this option, the system performs freight calculations during processing.

Entering Service Information for a Customer

Access the Customer - Manage <Customer Name> form, and then click the Service Information link.

To add a flash message, which appears each time a user accesses the customer record, click the Flash Message link and enter the message.

Contracts

Enter the user-defined code (system 40, type AS) that identifies a price and adjustment schedule. A price and adjustment schedule contains one or more adjustment types for which a customer or an item might be eligible. The system applies the adjustments in the sequence that you specify in the schedule. You link customers to a price and adjustment schedule through the customer billing instructions. When you enter a sales order, the system copies the schedule attached to the sold to address into the order header. You can override this schedule at the detail line level.

Work Orders

Enter the user-defined code (system 40, type AS) that identifies a price and adjustment schedule.

Maintenance Requests

Enter the user-defined code (system 40, type AS) that identifies a price and adjustment schedule.

Default Service Provider

Enter the user-defined name or number that identifies the address book record for the service provider you want to use as the default provider.

Default Dealer

Enter the user-defined name or number that identifies the address book record for the dealer you want to use as the default dealer.

Geographic Region

Enter the customer's geographic region.

Work Order Service Type

Enter the user-defined code (system 00, type TY) that indicates the classification of a work order or engineering change order. You can use work order type as a selection criterion for work order approvals.

Time Zone

Select the time zone for which you want to view the date and time.

Daylight Savings Rule

Enter the rule name that identifies a daylight savings rule. Use daylight savings rules to adjust time for a geographic and political locale.

Standard Center

Enter the unique four-character code assigned to the carrier.

Shipment Tracking

Enter the name of the business function that provides access to a carrier's external shipment tracking function.

Work Center

Enter the alphanumeric code that identifies a separate entity within a business for which you want to track costs. For example, a business unit might be a warehouse location, job, project, work center, branch, or plant. You can assign a business unit to a document, entity, or person for purposes of responsibility reporting. For example, the system provides reports of open accounts payable and accounts receivable by business unit to track equipment by responsible department. Business unit security might prevent you from viewing information about business units for which you have no authority.

Responsible Business Unit

Enter the number of the business unit in which the employee generally resides.

Case Category Code 07-10

Enter one or more user-defined category codes used when assigning customer issues.

Using Related Links

Access the Customer - Manage <Customer Name> form, and then click the Related Links link.

Click one of the displayed links to perform the action described to the right of the link name. This table lists available links and their descriptions:

Link Name	Link Description
Additional Information	Review amounts that are invoiced, credit information, orders for the prior year, and orders year to date.
Item Restrictions	Add, copy, or delete item restrictions.
EDI Transaction XRef	Define the EDI transactions the customer implements with the company.
Date Effective Category Codes	Define the Date Effective category codes for this customer/company combination.
Bank Accounts	Add, change, or view bank account information.
Account Status	Review periodic statistics by date range for delinquent balances, average invoice amounts, and discounts.
Credit Insurance	Add, change, or view customer credit insurance.
Customer Ledger Inquiry	Add, change, or view customer ledgers.
Address Book Revision	Change or view customer Address Book information.

Entering Customer Contacts

Access the Customer - Manage <Customer Name> form. Select the Contact and Partner tab and then click the Contact link.

Find and select the contact whose information you want to view or modify.
On Contact - Manage <Contact Name>, view or modify contact information and then save or undo any changes.

See Managing Contacts.
To delete a contact record, select the contact and then click Delete.
To add a new contact, select a blank row in the grid and then enter the contact information.
When you are finished entering or modifying contact information, click Save Changes.

Attaching Partners to a Customer

Access the Customer - Manage <Customer Name> form's Contact and Partner tab and then click the Partner link.

In the grid, click the link for the partner whose information you want to view or modify.
On Address Book Revision, view or modify partner information.
To assign a new partner, click the Assign Partners button, find and select the partner on the Link Partners form, and click Select.

The system populates the grid with the selected partners.
To remove a partner, select the partner and then click Remove.

Adding Activities to a Customer

Access the Add Activity form.

Time Date Start and End Date Range

Enter the beginning date for the date range, or the ending date for the date range within which the activity occurs.

Activity Type

Enter the user-defined code that defines the type of activity.

Calendar Type

Enter the user-defined code that defines the type of calendar, such as personal calendar, customer calendar, CRM calendar, and so on.

Priority Level

Enter the user-defined code that indicates the activity's level of importance or commitment. Values are:

1: High

2: Medium

3: Low

Date Completed

Enter the time and date when the activity was completed.

Subject

Enter a subject for the activity that appears in daily, weekly, or monthly calendar views.

Creating Customer Profiles

Access the Customer - Manage <Customer Name> form. Select the Detail tab and click the Profile link.

Note. You can configure each field on this form to store the data that the organization wants to track for each customer. Before you enter data on this form, you should define the needs of the organization, and configure the fields accordingly. Typically, the system administrator is responsible for configuring user-defined fields.

See JD Edwards EnterpriseOne Tools 8.98 System Administration Guide

Working With Customer Interactions

The Customer application is integrated with a third-party interaction product from Apropos Technologies, Inc. which helps you manage contact information. The integrated solution provides a foundation of predefined database queries, screen pops, and other integration points that reduce the cost and development time of customer-specific implementations.

When you click the Interactions link on the Activities tab on the Customer - Manage <Contact Name> form, a separate browser window opens containing the Apropos interaction application.

See The Apropos Website at www.apropos.com.

Reviewing Sales Information for Customers

This section provides an overview of sales information and discusses how to:

Review sales team information.
Review customer opportunities.
View the pipeline.
Review quotes or sales orders.

Understanding Sales Information

For a sales organization, easy access to a customer's sales-related information is critical. Sales information includes:

Sales team.

You can review all of the members, both past and present, of a customer's sales team. You can also review detailed information about each member of the sales team, such as their role and commission setup.
Sales opportunities.

You can review all of the active sales opportunities that are associated with a customer, including the potential sales amount of each opportunity.
Pipeline.

You can review, at a glance, the total amount of potential revenue that is currently in process for a customer.
Sales orders and quotes.

You can review all of the quotes and sales orders that are associated with a customer. You can also view detailed information about each record, such as the status, ship date, and backorder information.

Forms Used to Review Sales Information

Form Name	FormID	Navigation	Usage
Search for Customer	W90CA080D	CRM Foundation Daily Processing (G90C01), Customer	Select a customer.
Customer - Manage <Customer Name>	W90CA08AA	Select a customer on the Search for Customer form.	View a customer record.
Sales Team Search and Select	W90CA041A	From the Customer - Manage <Customer Name> form, select the Sales tab, then click the Sales Team link. Click the Assign Sales Team button.	Select a sales team or sales team member.
Edit Sales Team	W90CA08AB	From the Customer - Manage <Customer Name> form, select the Sales tab, then click the Sales Team link. Click the sales team member or sales group name, or select a sales group and click Sales Group Details.	View or modify sales team information.
Edit Sales Order	W42101D	From the Customer - Manage <Customer Name> form, select the Sales tab, and then click Quote or Sales Order. Select the order that you want to review.	View or modify an existing sales order.

Reviewing Sales Team Information

Access the Customer - Manage <Customer Name> form.

Select the Sales tab, and then click the Sales Team link.
Find and select the sales team whose information you want to review, and then click Sales Group Details.
On Edit Sales Team, review or modify sales team information.
To manually assign a sales team member to the customer, click Assign Sales Team and then select a sales team member on the Sales Team Search and Select form.

Note. If you manually add sales team members to the customer, and you use the automated sales team alignment process, you must select the Sales Team Override option on the Customer - Manage <Customer Name> form. If you do not select this option, the system deletes all manual additions from the sales team during the next automated alignment, and reassigns sales team members based on territory and industry information.

See Managing the Sales Force.
To view, modify, or delete commissions, click Commissions to access the Customer Master Commission Lookup form.

Reviewing Customer Opportunities

Access the Customer - Manage <Customer Name> form.

Select the Sales tab and then click the Opportunity link.
Find and select the opportunity that you want to review.
On Opportunity - Manage <Opportunity Name>, view or modify the opportunity information.
To convert the opportunity to a quote or sales order, click Convert to Quote or Convert to Sales Order, respectively.

Be sure that you are familiar with the opportunity conversion process before you click these buttons.

See Managing Sales Opportunities.
When you are finished viewing or modifying the opportunity, save any changes and then click Close.

Viewing the Pipeline

Access the Customer - Manage <Customer Name> form. Select the Sales tab and then click the Pipeline link to view pipeline information.

Reviewing Quotes and Sales Orders

Access the Customer - Manage <Customer Name> form. Select the Sales tab, and then click either the Quote or Sales Order link.

In the grid, find and select the quote or sales order that you want to review.
On Edit Sales Order, view or modify quote or sales order information.
When you are finished viewing or modifying quote or sales order information, click Close to return to the Customer - Manage <Customer Name> form.

See Entering Sales Orders.

Reviewing Service Information For Customers

This section discusses how to:

Review equipment master information.
Review service contract information.
Review case information.
Review service work order information.

Forms Used to View or Modify Service Information

Form Name	FormID	Navigation	Usage
Search for Customer	W90CA080D	CRM Foundation Daily Processing (G90C01), Customer.	Select a customer.
Customer - Manager <Customer Name>	W90CA08EA	On the Search for Customer form, select a customer.	Review customer information.

Reviewing Equipment Master Information

Access the Customer - Manage <Customer Name> form.

Select the Service tab and then click the Equipment Master link.
Click the record's link under the Asset Number column to select an equipment record in the grid.
Review, and if necessary, modify the information.
Save the changes before exiting the form.

Reviewing Service Contract Information

Access the Customer - Manager <Customer Name> form.

Select the Service tab and then click the Service Contract link.
Select the service contract for which you want to view or modify service.

Make changes on the Customer - Contract Revisions form.
On Customer - Contract Revisions, review or modify the information.
Save changes before exiting the form.

See Managing Contracts.

Reviewing Case Information

Access the Customer - Manage <Customer Name> form. and select the Service tab.

Select the Service tab and then click the Case link.
In the grid, search for and select the case whose information you want to view or modify.
On Case Update, view or modify case information.
When you are finished viewing or modifying case information, save or undo any changes, and then click Close.

See Entering Cases.

Reviewing Service Work Order Information

Access the Customer - Manager <Customer Name> form.

Select the Service tab and then click the Service Work Orders link.
Select the service work order that you want to review.
On the Customer - Work Order Revisions form, review or modify the information, and save all changes before you exit the form.
To add a service contract, click Add and enter information on the Add Work Order form.

See Managing Work Orders.

Contracts	Enter the user-defined code (system 40, type AS) that identifies a price and adjustment schedule. A price and adjustment schedule contains one or more adjustment types for which a customer or an item might be eligible. The system applies the adjustments in the sequence that you specify in the schedule. You link customers to a price and adjustment schedule through the customer billing instructions. When you enter a sales order, the system copies the schedule attached to the sold to address into the order header. You can override this schedule at the detail line level.
Work Orders	Enter the user-defined code (system 40, type AS) that identifies a price and adjustment schedule.
Maintenance Requests	Enter the user-defined code (system 40, type AS) that identifies a price and adjustment schedule.
Default Service Provider	Enter the user-defined name or number that identifies the address book record for the service provider you want to use as the default provider.
Default Dealer	Enter the user-defined name or number that identifies the address book record for the dealer you want to use as the default dealer.
Geographic Region	Enter the customer's geographic region.
Work Order Service Type	Enter the user-defined code (system 00, type TY) that indicates the classification of a work order or engineering change order. You can use work order type as a selection criterion for work order approvals.
Time Zone	Select the time zone for which you want to view the date and time.
Daylight Savings Rule	Enter the rule name that identifies a daylight savings rule. Use daylight savings rules to adjust time for a geographic and political locale.
Standard Center	Enter the unique four-character code assigned to the carrier.
Shipment Tracking	Enter the name of the business function that provides access to a carrier's external shipment tracking function.
Work Center	Enter the alphanumeric code that identifies a separate entity within a business for which you want to track costs. For example, a business unit might be a warehouse location, job, project, work center, branch, or plant. You can assign a business unit to a document, entity, or person for purposes of responsibility reporting. For example, the system provides reports of open accounts payable and accounts receivable by business unit to track equipment by responsible department. Business unit security might prevent you from viewing information about business units for which you have no authority.
Responsible Business Unit	Enter the number of the business unit in which the employee generally resides.
Case Category Code 07-10	Enter one or more user-defined category codes used when assigning customer issues.

Time Date Start and End Date Range	Enter the beginning date for the date range, or the ending date for the date range within which the activity occurs.
Activity Type	Enter the user-defined code that defines the type of activity.
Calendar Type	Enter the user-defined code that defines the type of calendar, such as personal calendar, customer calendar, CRM calendar, and so on.
Priority Level	Enter the user-defined code that indicates the activity's level of importance or commitment. Values are: 1: High 2: Medium 3: Low
Date Completed	Enter the time and date when the activity was completed.
Subject	Enter a subject for the activity that appears in daily, weekly, or monthly calendar views.