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.
Review contracts by contract or contract line.

Pages Used to Use the Collections Workbench

Page Name	Definition Name	Navigation	Usage
Collections Workbench	COLLECTION_WRKBNCH	select Accounts Receivable, then select Collections Workbench	Track and manage customer data, contracts data, and collections.
Customer Notes	CUST_NOTES	Click the Notes icon next to the select Customer ID on the Collections Workbench page. Customers, Review Customer Information, Notes, Customer Notes	Displays any notes associated with a selected customer.
Conversations	CONVER_DATA1_SS	Click the Add Conversation link on the Conversations tab or in the header region of the Collections Workbench. Customers, Conversations, Update Conversations, Conversations Accounts Receivable, Customer Interactions, Conversations, View/Update Conversations, Conversations	Add and update conversations with a customer.
Promise Date Options	PROMISE_DT_OPTIONS	Set Up Financials/Supply Chain, Product Related, Receivables, Credit/Collections, Promise Date Options, Promise Date Options	Set up this page for a customer or customer group to enable threshold fields for a customer on the Conversations page.
References	CONVER_DATA2_SS	Select the references tab.	Add or review related transactions.
Attachments	CONVER_DATA5_SS	Select the Attachments tab.	Add or review document attachments.
Personalize Content	AR_CWB_USER_OPTION	Click the Personalize Content link on the Collections Workbench page.	Personalize the content and tabs in the Customer Details Section.
Reassign Action	ACTION_REASSIGN	Click the Reassign Action link on the Collections Workbench page.	Reassign an action's owner to another owner.
Filter Action List	AR_ALISTFILTER_SEC	Select the Add Filter link on the Collections Workbench, Activity List group box.	Add, name, and save a filter that narrows your search for action items.
Risk Score Details	AR_RISK_DTL_SBP	Click the Risk Score value link on the Credit Profile tab on the Collections Workbench page.	Review risk score details.
Customer Messages	CUST_MESSAGES	Click the Customer Messages link on the Credit Profile tab of the Collections Workbench page.	Displays any messages sent to the customer on various documents such as a statement, reminder notice, and more.
Customer Balances	CUSTOMER_BALS	Accounts Receivable, Customer Accounts, Customer Information, Breakdown Balances, Customer Balances	Review an item breakdown of a customer balance.
All Payments	PAYMENT_STATUS	Click the Deposit ID link for a regular payment on the Outstanding Payments grid on the Payments tab of the Collections Workbench. Accounts Receivable, Review Payments, All Payments, All Payments	Review details for a selected outstanding regular payment.
DD Control	DD_CONTROL_DSP	Click the Deposit ID link for a direct debit payment on the Outstanding Payments grid on the Payments tab of the Collections Workbench. Accounts Receivable, Direct Debits, Review Direct Debits, All Direct Debits, DD Control	View control information, such as the direct debit status, customer information, and the posting details.
Draft Control	DRAFT_CONTROL_DSP	Click the Deposit ID button for a draft on the Outstanding Payments grid on the Payments tab of the Collections Workbench. Accounts Receivable, Drafts, Review Drafts, All Drafts, Draft Control	Review summary or detailed information for each item on a draft.
Item Activity From a Payment	ITEM_PAYMENT	Click the More Info (more information) icon on the Complete Payments grid on the Payments tab of the Collections Workbench. select Accounts Receivable, then select Customer Accounts, then select Item Activity From a Payment	Review the item details based on completed payment.
History	CUSTOMER_HISTORY	Accounts Receivable, Customer Information, Customer History, History	View both user-defined history and system-defined history. The system stores customer history based on the fiscal years and periods that you define on the Detail Calendar page. This information displays for a selected customer on the Payment Performance grid of the Payments tab of the Collections Workbench.
Filter Items	CWB_ITEMSRCH_SEC	Click the Add Filter link on the Items tab of the Collections Workbench.	Displays a list of attributes that you can select to create a filter, which is used to narrow your search for items.
Account Overview – Balances	CUST_BALANCES_HDR	Click the Account Overview link on the Items tab of the Collections Workbench page. Accounts Receivable, Customer Accounts, Customer Information, Account Overview, Balances	View customer balance, the most recent item and payment activity, and summarized aging information. Click links to view detailed credit data, such as the customer's risk code or dispute status.
Filter Conversations	CWB_CONVFILTER_SEC	Click the Filter Conversations link on the Conversations tab of the Collections Workbench page.	Select attributes to narrow you search for existing customer conversations.
Customer Contacts	CWB_CUSTCONT_SEC	Click the Update Contacts link on the Conversations tab of the Collections Workbench. Accounts Receivable, Customer Information, Account Overview, Profile	Displays the contacts associated with this customer and enables you to click on links that enable you to phone and send the contact an e-mail. You can also click a link to access the Contact page for the selected contact, as well as click a link to add a contact.
Contact	CONTACT	Click the link associated with a contact's name on the Customer Contact page. Click the Add a New Contact link on the Customer Contacts page. Customers, Contact Information, Contact page.	Review or maintain information about an existing customer contact, or add a new contact.
Contact Customer	CONTACT_CUST_PAGE	Click the Contact Customer link on the Contact page.	Link a contact to a customer.
Contact Phone and Type	CONTACT_PHONE_PAGE	Click the Contact Phone and Type link on the Contact page.	Add or update a phone information for the customer contact and select the type of contact that applies to this customer contact.
Contact User Profile	CONTACT_USER_PROF	Click the User Profile link on the Contact page.	Add or update a customer contact's logon information, permission lists, and contact roles.
Staffing Information	CONT_STAF_INFO	Click the Staffing Information link on the Contact page.	Define the staffing contact information, the agenda events, and how to contact owners.
Promise Date Inquiry	CWB_PROMISEINQ	Click the Promise Inquiry link on the Conversations tab of the Collections Workbench. Accounts Receivable, Customer Interactions, Conversations, Promises Inquiry, Promise Date Inquiry	Search for and display promises associated with a selected customer.
Review Statements	CUSTOMER_STMTS	Click the link associated with a statement number in the Statements grid on the Correspondence tab of the Collections Workbench. Accounts Receivable, Customer Interactions, Statements, Review Statements, Review Statements	Review the statement's subtotal and balances, as well as the items associated with the selected statement.
Send Statement	AR_SND_STMT_SEC	Click the Email button in the Statements grid on the Correspondence tab of the Collections Workbench.	Send an e-mail message that includes the statement as an attachment.
Dunning Letters	DUNNING_LETTERS	Click a Dunning Number link in the Letters grid on the Correspondence tab of the Collections Workbench. Accounts Receivable, Customer Interactions, Dunning Letters, History of Letters, Dunning Letters	Review the dunning letter details of a specific dunning letter sent to a selected customer.
Letter Content	DUNNING_LTR_CNTNT	Click a Dunning Number link in the Letters grid on the Correspondence tab of the Collections Workbench, and select the Letter Content tab. Accounts Receivable, Customer Interactions, Dunning Letters, History of Letters, Letter Content Accounts Receivable, Customer Interactions, Dunning Letters, Last Letter, Letter Content	Review the content of a specific dunning letter sent to a selected customer.
Customer Hierarchy	CUSTOMER_HIERARCHY	Select the Customer Hierarchy tab of the Collections Workbench. Accounts Receivable, Customer Accounts, Customer Information, Customer Hierarchy, Customer Hierarchy	Displays the customer hierarchy information.
Customer Credit	CUST_CREDIT_AVAIL	Customers, Review Customer Information, Credit Available, Customer Credit	Check customers' credit positions.
Customer Information – General Info (general information)	CUST_GENERAL1	Click the Customer ID link within a customer's hierarchy on the Customer Hierarchy tab of the Collections Workbench. Customers, Customer Information, General Information, General Info	Enables you to access the customer's information.
Contract Billing Specialists Contract Billing Authorities Contract Projects	AR_CNTRCT_DATA_SEC	Click the (more) link in the Billing Specialist, Billing Authority, or 'Project Bus Unit, ID, Activity' field on the Contracts tab to display all values for the selected field.	Displays all Billing Specialist, Billing Authority, or 'Project Bus Unit, ID, Activity' values for the Contract or Contract Line.
Filter Contracts	AR_CWB_CA_FLTR_SEC	Click the Filter Contracts link in the Contracts tab.	Add more filters to select Contract data.
Contracts Workbench	CA_CONSOLE	Click the Contract link for a selected contract in the Contracts tab. select Customer Contracts, then select Contracts Workbench, then select Contracts Workbench	Displays contract details including contract amounts, contract lines, related projects, and contract milestones.

Collections Workbench

Use the Collections Workbench page (COLLECTION_WRKBNCH) to track and manage customer data and collections, as well as contracts.

Navigation

select Accounts Receivable, then select Collections Workbench

Searching By Customer

You can populate the Collections Workbench detail tabs with customer data by entering search criteria in the header fields.

Image: Collections Workbench page

This example illustrates the fields and controls in the header search on the Collections Workbench page, for customer information only. You can find definitions for the fields and controls later on this page.

SetID

Select a SetID. If a default SetID appears in this field, it is derived from User Preferences.

You must select at least a SetID and customer ID to return data on the Collections Workbench detail tabs.

Unit

Select a business unit or leave the field blank to search all business units associated with a customer ID. If a default business unit appears in this field, it is derived from the Default Business Units group box on the User Preferences - Receivables Data Entry 1 page.

Customer

Select a customer. You must select at least a SetID and customer ID to return data on the Collections Workbench detail tabs.

Click the Customer Messages (exclamation mark) 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, data for all customers associated with each level of the hierarchy display 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 fsco, Maintaining General Customer Information, Understanding the Primary Customer Roles, Corporate Customers.

Display Currency

Shows the currency used to display the amounts in the Collections Workbench. Its default value is default currency for the SetID in the Receivables Options component, the default currency in the Receivables business unit, the default currency in the Customer definition, or Personalize Content page.

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.

Searching By Contract

If you have PeopleSoft Contracts installed, you can search by values for contracts parameters only, or by both customers and contracts.

Image: Collections Workbench page - including Contracts search criteria

This example illustrates the fields and controls in the header search on the Collections Workbench page - including Contracts search criteria. You can find definitions for the fields and controls later on this page.

Contract

Also known as Contract Number, enter a unique identifier for a contract.

Contract Line

Also known as Line, select a distinct contract line number associated with a contract product or product details.

Contract Line values are not used to populate the Conversations tab.

Contract Type

Select a value for the contract category.

Billing Specialist

Select a user name to identify the Billing Specialist.

Billing Authority

Select a user name to identify the Billing Authority.

Reference Award Number

Select a purchase order (PO) or award reference number.

See also the product documentation for PeopleSoft Contracts.

You can see contracts on the Contracts tab when searching by customer ID only. However, to search data by contract, you need to include one of these fields:

Contract
Billing Specialist
Billing Authority
Reference Award Number

These Collections Workbench detail tabs will display data for contracts:

Contracts
Payments
Items
Aging
Conversations

Because Conversations are associated with Contracts at the header level, a Contract Line search value is not used to retrieve matching Conversations.

Personalize Content Page

Use the Personalize Content page (AR_CWB_USER_OPTION) to personalize the content and tabs in the Customer Details Section.

Navigation

Click the Personalize Content link on the Collections Workbench page.

Image: Personalize Content page (1 of 2)

This example illustrates the fields and controls on the Personalize Content page (1 of 2), showing Overall Options and the Personalize Customer Details Section. You can find definitions for the fields and controls later on this page.

Image: Personalize Content page (2 of 2)

This example illustrates the fields and controls on the Personalize Content page (2 of 2), showing the Personalize Tabs grid. You can find definitions for the fields and controls later on this page.

Overall Options

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 you to access Customer Notes page (CUST_NOTES) to review any notes regarding the selected customer.

Display Currency Option

If the Display Currency Option fields on the Personalize Content page are empty, and the Business Unit or Customer criteria are not entered in the Collections Workbench header search, the system will not be able to populate any of the detail tabs. An error message on the detail tabs directs you to enter currency values on the Personalize Content page.

Currency and Rate Type

Enter both a Currency and a Rate Type value, or leave both fields empty.

Used as default only

Select this option to use the Currency value entered here only if a display currency cannot be derived from either the Business Unit or Customer.

Always used

Select this option to use the Currency value entered here and override the display currency defined for the business unit or customer.

When you enter a customer but no Business Unit value in the Collections Workbench header, and then you click a Display Currency link and select the Business Unit Currency Option, the display currency is determined as follows:

If all the open items have the same base currency, this base currency will appear as the display currency.
If any of the open items have different base currencies, the system uses the Currency value that you specify on the Personalize Content page as the display currency.

Personalize Customer Details Section

Personalize Tabs

Use the Tabs grid on the Personalize Content page.

Display

Select the check box next to each tab's row to indicate that you want the tab to appear on the Collections Workbench page.

Order

Enter the numerical order that you want the tabs to appear on the Collections workbench page.

Important! You must enter a different number to order each of the tabs even if you left the Display check box unchecked, which indicates that you do not want to the tab to appear on the Collections Workbench page.

For example, if you number the tabs 1,2,6,4,5,3,7,8, leave the Display check box for tabs 3 and 4 unchecked, and save the page, the tabs 1, 2, 6, 5, 7, and 8 will appear on the Collections Workbench page in that order.

Description

Displays the system-defined description of each tab.

Name Display

Enter a name for each tab that you want to display on the Collections Workbench page. If you do not enter a name and you select the Display check box for that tab, a blank tab will appear on the Collections Workbench page. You can enter any name for the tab. However, Oracle recommends that the name of the tab corresponds with the page content of the tab.

Note: The default values in the Name Display field are the labels entered during setup on the Collections Workbench Tabs page (Set Up Financials/Supply Chain, Product Related, Receivables, Workbench, Tabs, Collections Workbench Tabs).

Using the Action List on the Collections Workbench

Use the Action List group box on the Collections Workbench page to view any actions assigned to you (based on your user ID) that apply to the selected customer.

Navigation

Expand the Action List section on the Collections Workbench page.

Image: Action List section (General 1 tab) on the Collections Workbench page

This example illustrates the fields and controls in the Action List section (General 1 tab) on the Collections Workbench page. You can find definitions for the fields and controls later on this page.

Image: Action List section (General 2 tab) on the Collections Workbench page

This example illustrates the fields and controls in the Action List section (General 2 tab) on the Collections Workbench page. You can find definitions for the fields and controls later on this page.

Image: Action List section (General 3 tab) on the Collections Workbench page

This example illustrates the fields and controls in the Action List section (General 3 tab) on the Collections Workbench page. You can find definitions for the fields and controls later on this page.

Reassign Action

Select the Reassign Action link to reassign an action to another owner on the Reassign Action page (ACTION_REASSIGN).

See Reassign Action Page.

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 (AR_ALISTFILTER_SEC).

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 Customer Action Page.

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

Use the Filter Action List page (AR_ALISTFILTER_SEC) to add, name, and save a filter that narrows your search for action items.

Navigation

Click the Add Filter link on the Collections Workbench page in the Activity List group box.

Image: Filter Action List page (1 of 2)

This example illustrates the fields and controls on the Filter Action List page (1 of 2). You can find definitions for the fields and controls later on this page.

Image: Filter Action List page (2 of 2)

This example illustrates the fields and controls on the Filter Action List page (2 of 2). You can find definitions for the fields and controls later on this page.

Show All Actions

Select this radio button to display a list of all actions for each customer. The default sort order is Customer, Priority, and Condition. It is not necessary to enter a value in the Priority field on this page to use this option.

Highest Priority Per Customer

Select this radio button to display only the highest priority action for each customer. The default sort order is Customer, Priority, and Condition. Actions that you define on the Item Action page have the lowest priority. It is not necessary to enter a value in the Priority field on this page to use this option.

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.

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

Use the Credit Profile tab (select the Credit Profile tab on the Collections Workbench) to view the current and past circumstances of the selected customer's credit.

Image: Credit Profile tab on the Collections Workbench page

This example illustrates the fields and controls on the Credit Profile tab on the Collections Workbench page. You can find definitions for the fields and controls later on this page.

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 select (Customers, then select Customer Information, then select General Information, then select 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 (AR_RISK_DTL_SBP).

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 Condition Monitor Page.

Customer Messages

Click this link to access the Customer Messages page.

Use the Customer Messages page (CUST_MESSAGES) to display any messages sent to the customer on various documents such as a statement, reminder notice, and more.

See General Information - Messages Page.

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

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

History ID

Select a History ID such as HI_ BAL_AMT, CURRENTDUE, AVGDAYS.

History

Select either:

All

This enables you to view the customer history amounts for all accounting periods of the selected History ID.
Most Recent

This enables you to view the customer history amount for the most recent accounting period of the selected History ID.

See Understanding History Calculations.

See General Information - Credit Profile - General Page.

See Reviewing Customer Account Information.

Reviewing Customer Payment Information

Use the Payments tab (select the Payments tab on the Collections Workbench) to view the outstanding and complete payment information for a customer and/or contract, and the payment performance for a customer.

Image: Payments tab on the Collections Workbench page (1 of 2)

This example illustrates the fields and controls on the Payments tab on the Collections Workbench page (1 of 2). You can find definitions for the fields and controls later on this page.

Image: Payments tab on the Collections Workbench page (2 of 2)

This example illustrates the fields and controls on the Payments tab on the Collections Workbench page (2 of 2). You can find definitions for the fields and controls later on this page.

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 the Prepayments 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 the Credit 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 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.

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 All Payments page (PAYMENT_STATUS) for each outstanding regular payment, the Direct Debit Control page (DD_CONTROL_DSP) for each outstanding direct debit payment, and the Draft Control page (DRAFT_CONTROL_DSP) for each outstanding draft payment.

See Reviewing Direct Debit Control Information.

See Draft Control Page.

In both Outstanding Payments and Complete Payments, the same payment can be applied to multiple customers. In this case, the system displays **Multiple** in the Customer field. You can click the Deposit ID link to see details.

From Date and To Date

Enter a date range to narrow your search for completed payments. The complete payments within the date range display in the Complete Payments grid.

Complete Payments grid

Displays payment information for payments where the Receivables 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 Receivables Update Processing Options.

Click this icon in the Complete Payments grid to access the Item Activity From a Payment page (ITEM_PAYMENT), 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 Receivables Update process.

See History Page.

Researching Customer Item Information

Use the Items tab (select the Items tab on the Collections Workbench) to view an item list associated with the selected customer based on the item status.

Image: Items tab (Detail 1 fields) on the Collections Workbench page

This example illustrates the fields and controls on the Items tab (Detail 1). You can find definitions for the fields and controls later on this page.

Items tab on the Collections Workbench page (Detail 1)

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

Filter Items

Click this link to access the Filter Items page (CWB_ITEMSRCH_SEC). 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.

Account Overview

Click this link to access the Account Overview – Balances page (CUST_BALANCES_HDR) 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 Item List Page.

See Item Action Page.

Managing Customer Conversations and Promises

Use the Conversations tab (select the Conversations tab on the Collections Workbench) to view a conversation's details related to the selected customer or contract values.

Image: Conversations tab (Detail 1 fields) on the Collections Workbench page

his example illustrates the fields and controls on the Conversations tab (Detail 1). You can find definitions for the fields and controls later on this page.

Image: Conversations tab (Detail 2 fields) on the Collections Workbench page

This example illustrates the fields and controls on the Conversations tab (Detail 2). You can find definitions for the fields and controls later on this page.

Filter Conversations

Click this link to access the Filter Conversations page (CWB_CONVFILTER_SEC), 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 (CONVER_DATA1_SS), 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 Conversations Page.

See Setting Up Promise Date Options for a Customer.

Update Contacts

Click this link to access the Customer Contacts page (CWB_CUSTCONT_SEC), 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 and Maintaining 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 Understanding Conversations.

Promise Date Inquiry

Use the Promise Date Inquiry page (CWB_PROMISEINQ) to search for and display promises associated with a selected customer.

Navigation

Click the Promise Inquiry link on the Conversations tab of the Collections Workbench.
select Accounts Receivable, then select Customer Interactions, then select Conversations, then select Promises Inquiry, then select Promise Date Inquiry

Image: Promise Date Inquiry page (1 of 2)

This example illustrates the fields and controls on the Promise Date Inquiry page (1 of 2). You can find definitions for the fields and controls later on this page.

Image: Promise Date Inquiry (2 of 2)

This example illustrates the fields and controls on the Promise Date Inquiry (2 of 2). You can find definitions for the fields and controls later on this page.

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

Use the Correspondence tab (select the Correspondence tab on the Collections Workbench) to review correspondence history, including any statements or dunning letters associated with this customer.

Image: Correspondence tab on the Collections Workbench page

This example illustrates the fields and controls on the Correspondence tab on the Collections Workbench page. You can find definitions for the fields and controls later on this page.

Statement History

Statement Number

Select a Statement Number associated with the selected customer and click the Search button. The statement associated with this number appears in the Statements grid.

Statement Date

Select a date and click the Search button, to list any statements created on that date in the Statements grid.

Note: You can also select a Statement Number and Statement Date and click the Search button to display the selected statement on the Statements grid. However, if you select a Statement Number and a Statement Date that is not associated with that number and click the Search button, nothing will appear in the Statements grid.

Statements grid

When you access the Correspondence tab, a maximum of eight statements will appear on the details grid in descending date order for the selected customer. Use the Statement Number field to search for and display a specific statement in the grid, and the Statement Date field to search for and display any statements created on the selected date in the grid.

Click the link associated with a Statement Number in the grid to display the Review Statements page (CUSTOMER_STMTS), where you can review the items associated with this statement.

If an image file has been generated and is available for a statement, you have the option to do the following:

Click the Statement Image icon associated with the statement to view an online image of the statement.
Click the Email icon associated with the statement to open the Send Statement page, where you can send an e-mail message that includes this statement as an attachment.

See Generating Customer Statements.

Dunning History

Dunning Number

Select a Dunning Number associated with the selected customer and click the Search button. The Dunning Number and its details appear in the Letters grid.

Dunning Date

Select a Dunning Date associated with the selected customer and click the Search button. Any dunning numbers created on this date appear in the Letters grid.

Note: You can also select a Dunning Number and Dunning Date and click the Search button to display the specific Dunning Number on the Letters grid. However, if you select a Dunning Number and a Dunning Date that is not associated with the selected dunning number and click the Search button, nothing will appear in the Letters grid.

Letters grid

When you access the Correspondence tab, a maximum of eight Dunning IDs will appear on the dunning letters detail grid in descending date order for the selected customer. Use the Dunning Number field to search for and display a specific Dunning Number in the grid, and the Dunning Date field to search for and display any Dunning Numbers created on the selected date in the grid.

Click the link associated with a Dunning Number in the grid to display the Dunning Letters page (DUNNING_LETTERS), where you can review the details concerning the items that associated with the dunning letter. You can click the Letter Content tab to view the actual dunning letter that was sent out to the customer.

See Generating Dunning Letters.

Sending Customer Statements From the Collections Workbench

Use the Send Statement page (AR_SND_STMT_SEC) to send an e-mail message that includes the statement as an attachment.

Navigation

Click the Email icon in the Statements grid on the Correspondence tab of the Collections Workbench.

Image: Collections Workbench – Send Statement page

This example illustrates the fields and controls on the Collections Workbench – Send Statement page.

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

Use the Aging tab (select the Aging tab on the Collections Workbench) to view the current and past due balances, the high balance and high past due balance, and the balance and past due balance dates for the selected customer, as well as balances for any customer in the customer hierarchy.

Image: Aging tab on the Collections Workbench page

This example illustrates the fields and controls on the Aging tab on the Collections Workbench page. You can find definitions for the fields and controls later on this page.

The fields in the Customer Balances region appear only when you enter a Customer value in the Collections Workbench header.

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

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 icon to age the customer's items during the next run of the Aging process.

See Setting Up Aging.

Customer Aging Grid

This grid is updated after the aging process has been run for the selected customer or contract payments. 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. If you have included any contracts search criteria, the system will select items based on those criteria and display the items in the Items tab.

Reviewing the Customer Hierarchy

Use the Customer Hierarchy tab (select the Customer Hierarchy tab on the Collections Workbench) to view customer hierarchy information for the customer relationship level (Corporate, Correspondence, Remit From, or No Relationship) selected in the header search.

Image: Customer Hierarchy tab on the Collections Workbench page

This example illustrates the fields and controls on the Customer Hierarchy tab. You can find definitions for the fields and controls later on this page.

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 on the Customer Information - General Info page (CUST_GENERAL1).

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.

Reviewing Contracts Information

Use the Contracts tab (select the Contracts tab on the Collections Workbench) to view balances by contract and contract line, and you can select and review items by contract and contract line.

Image: Contracts tab (Detail 1 fields) on the Collections Workbench page

This example illustrates the fields and controls on the Contracts tab (Detail 1). You can find definitions for the fields and controls later on this page.

Image: Contracts tab (Detail 2 fields) on the Collections Workbench page

This example illustrates the fields and controls on the Contracts tab (Detail 2). You can find definitions for the fields and controls later on this page.

Filter Contracts

Click this link to access the Filter Contracts page (AR_CWB_CA_FLTR_SEC). You can select specific criteria on this page that are used to filter the contracts data.

The original contracts values entered at the Collections Workbench header level are display-only on the filter page, except for the Customer fields. If you enter a Customer and select No Relationship as the Level, the system searches for the selected customer only. However, if you select a different Level value, the Customer field is available so that you can filter data by customers in the hierarchy.

Display Contracts Data By

Select Contract or Contract Line to display the data in the Contracts grid at the contract or contract line level. The default value is Contract. If you display contracts data by contract, the system hides these columns: Contract Line, Unit, Customer ID, SubCust1, and SubCust2.

Contracts Details Grid and Totals

The Contract grid shows the balance and past due by contract or contract lines. It also shows some contract details for the contract or contract line. The Totals group box displays the balance and past due total counts and amounts.

Contract

Click a contract number link to review contract details on the Contracts Workbench page.

Balance and Past Due

Click a Balance or Past Due amount link to display the Items tab with item details. These links are available only if the Items tab has been selected for display on the Collections Workbench.

Totals

Shows the balance and past due total counts and amounts.

Contracts Business Unit, Contract Type, Reference Award Number, and LOC ID

These fields display data that the system fetches from PeopleSoft Contracts.

Customer

Displays data for Customer, SubCust1, SubCust2, Business Unit, and Customer associated with the Contract Line from the associated items.

Billing Specialist and Billing Authority

Displays the billing specialist ID or the billing authority ID for the contract or contract line in the grid. You can hover over the ID to display the full name and phone number.

Billing Specialist Info and Billing Authority Info

The Info fields display the full name and phone number for the billing specialist and billing authority. If there are more than three values, the first two values are displayed in the grid, with a link to more. Click the (more) link to display all of the values.

Project Bus Unit, ID, Activity

This field displays a string of values for the Project Business Unit, ID, and Activity for the contract or contract line.

Viewing Details By Contract

Use the Contracts Workbench page (CA_CONSOLE) to displays contract details including contract amounts, contract lines, related projects, and contract milestones.

Navigation

Click the Contract link for a selected contract in the Contracts tab.

select Customer Contracts, then select Contracts Workbench