2 Understanding Customer Self Service

This chapter contains the following topics:

2.1 JD Edwards EnterpriseOne Customer Self Service Business Processes

JD Edwards EnterpriseOne Customer Self Service enables you to provide customers access to timely and accurate information without waiting for a response from a customer service agent. When you enable customers with quick and cost-effective access to information, not only are you making it easier for customers to conduct business with you, but you are also increasing supply chain efficiency and improving customer loyalty.

Customer Self Service enables customers to search for and access:

  • Orders

  • Shipments

  • Inventory

  • Accounts receivable

  • Forecast

  • Cases

  • Failure analysis and solutions

  • Service information

2.1.1 Orders

Customers can use self service to view their orders, including shipment information, and to update limited order information, such as quantity requested, requested date, and description. The Self Service Sales Order Inquiry program (P4210SS) processing options control how customers can access and view order information.

You can set up recurring orders; templates that you use to enter information for orders that are always the same. You can specify that the system automatically generates an order on a regular schedule. Use the processing options in the Recurring Orders program (P4004Z) to define how recurring orders are used. Use the Sales Blanket Order Release program (P420111) to release sales orders against the blanket. Using customer self service, customers can review and possibly be prompted to approve their order information.

Customers can use the product catalog to view products by group and hierarchy to quickly search and select items to order. Use the Item Cross Reference Self Service program (P4104SS) to provide customers with their item numbers and descriptions.

Using the shopping cart functionality, customers can verify that they ordered the correct items and quantities before they confirm their orders.

2.1.2 Shipments

Using self service, customers and suppliers can review the status of shipments. Customers can review the status of shipments from the supplier (outbound shipments), including the delivery date and time, freight charges, and shipment routes. Suppliers can review status of inbound shipments. If the supplier is using Federal Express, the customer can access its shipment tracking system to review shipment status. Set up the processing options in the Self Service Shipment Tracking program (P4947S) to control how the system displays shipment information.

2.1.3 Inventory

Both suppliers and customers can use self service to review inventory information, such as general item information, item quantities, and reorder points. Customers can review this information to determine if adequate on-hand quantity is available or adequate quantities are back ordered before they place their orders. Use the Inventory Information Inquiry program (P41204) processing options to control how information displays to customers.

2.1.4 Accounts Receivable

Customers can review the transactions that only apply to them, including open invoices and payment statuses to help identify and resolve accounting discrepancies.

2.1.5 Forecast

Suppliers can use customer self service to provide customers (also known as planners) with personalized forecast information so they can compare it to schedules and modify and add new forecast information, as necessary. Set up the processing options in the Self Service- Display and Respond to Forecasts program (P3462) to specify how the system displays forecast information and what processes are available to customers.

2.1.6 Cases

Using self service, customers can initiate and update cases using the Case CSS Inquiry and Add (Case Customer Self Service Inquiry and Add) (P90CG900) and the CSS Case Update (Customer Self Service Case Update) (P90CG910) programs. Customers can enter detailed issue information, so the system can route the case to the appropriate provider group to manage the case to resolution. Using the self service case programs, customers can search for script and solution records to assist them with resolving their cases.

2.1.7 Failure Analysis and Solutions

If you are using failure analysis to support case resolution, the Self Service - Failure Analysis program (P17766SS) enables customers to access failure analysis information, including resolutions for their issues and cases.

If you are using the Solution Advisor program (P90CE050), customers can access and search for solutions to help them resolve their cases. Customers can also submit solutions for you to review and add to the solution library.

2.1.8 Service Information

Customers can use self service to:

  • Add and view equipment

  • View contracts

  • View work orders

Note:

The tasks and processes that are associated with service management customer self service are discussed in the Service Management Implementation Guide.

See "Using the Customer Self-Service Portal" in the JD Edwards EnterpriseOne Applications Service Management Implementation Guide.

2.2 JD Edwards EnterpriseOne Customer Self Service Implementation

You access all Customer Self Service applications on the JD Edwards EnterpriseOne Portal's Customer Self Service tab. The Customer Self Service tab contains various portlets that enable you to access certain applications in different ways. For example, you might select the appropriate task, search for specific information before accessing the application, or receive alerts that you can use to access the application.

Note:

The Manage Demand Consensus link in the Tasks portlet provides direct access to the Demand Consensus functionality, which you use to work with conference rooms.