53 UX One Role: Customer Service Representative

This chapter discusses:

53.1 Understanding the Customer Service Representative UX One Role

The Customer Service Representative (CSR) is responsible for working directly with customers who need to order products. This includes creating new orders, updating existing orders, and creating order returns. CSRs are often assigned to specific customers and serve as the central point of contact for their customers.

The Customer Service Representative role, and the associated UX One pages and components, enable users to receive important alerts about orders, analyze data, and act on the information they see.

Note:

The information provided for you in this documentation describes a specific UX One role, and the associated pages and components, that were delivered.

You can use these roles, pages, components, queries, grid formats, and form layouts as they are delivered, or you can modify them to more closely meet the requirements of your organization.

See Section 1.1, "Understanding UX One Roles"

53.2 Prerequisites

Before using the Customer Service Representative role (JDECSR), and the components listed in this documentation, your system administrator must complete the steps to associate the user ID with the JDECSR role.

After this setup is complete, the users who log in with this role will automatically see the page for their role when they log in to the JD Edwards EnterpriseOne system.

See Setting Up a Role Relationship in the JD Edwards EnterpriseOne Tools Security Administration Guide.

53.2.1 Prerequisite Setup

Links on the UX One pages for the Customer Service Representative role enable you to navigate to the My Customers program (P42470). You must set up customer relationships before you can view your customers in the My Customers program. See Entering Sales Orders Using Order Guides (Release 9.2 Update) in the JD Edwards EnterpriseOne Applications Sales Order Management Implementation Guide.

53.2.2 Prerequisite Reading

Before using the Customer Service Representative role, you should have a complete understanding of the components and applications that are accessible from the pages. Additional, essential information is provided in the JD Edwards EnterpriseOne Applications Sales Order Management Implementation Guide. See Introduction to JD Edwards EnterpriseOne Sales Order Management.

53.3 Using the Customer Service Representative UX One Role

You use the Customer Service Representative role to access these UX One pages:

  • My Customers (P42002X/W42002XA)

  • Held Orders (P42002X/W42002XB)

  • Late Orders (P42002X/W42002XC)

  • Backorders (P42002X/W42002XD)

53.3.1 UX One: My Customers Page

The My Customers page (P42002X/W42002XA) enables you to view alerts for orders; view graphical representations of order counts by date, released backorders by date, backorders and late order by next order status, and held orders by person responsible; and access the programs that you need to use to work with your sales orders. You can also access additional UX One pages for the Customer Service Representative role.

To access the UX One My Customers page, log in to the EnterpriseOne system using the Customer Service Representative role.

This graphic illustrates the My Customers UX One page:

Figure 53-1 My Customers page

Description of Figure 53-1 follows
Description of ''Figure 53-1 My Customers page''

Watchlist Alerts

These alerts are based on EnterpriseOne programs. By default, the alerts are set up to use queries that are based on delivered demo data. Each of these queries is associated with a specific program version. To use a different query or call a different program version, you can modify these queries or create new queries that better meet your requirements. Additionally, these watchlists have been set up with specific warning and critical threshold values. You can adjust these values to meet your requirements.

This table lists and describes the watchlist alerts that are available on the My Customers page:

Watchlist Alert Description
Held Orders to Release This alert tells users how many held orders are ready to be released.

This alert is based on the ZJDE0008 version of the Release Holds program (P43070). When you click the alert, the system displays the Work With Held Orders form.

The following form layout is available:

  • Additional Information

The following grid format is available:

  • CSR Held Orders

My Late Orders This alert tells the user how many orders were not shipped by the promised ship date.

This alert is based on the ZJDE0015 version of the Sales Order Entry program (P42101). When you click the alert, the system displays the Manage Existing Orders form.

The following form layout is available:

  • Customer View

The following grid formats are available:

  • Review Orders by Item

  • Review Orders by Ship To

My Backorders This alert tells the user how many sales order lines are backordered.

This alert is based on the ZJDE0016 version of the Sales Order Entry program (P42101).

When you click the alert, the system displays the Manage Existing Orders form.

The following form layout is available:

  • Customer View

The following grid formats are available:

  • Backorders by Item

  • Backorders by Ship To

Released Backorders This alert tells you how many backorders have been released from backorder (Next Status = 540).

This alert is based on version ZJDE0003 of the Status Code Update program (P42040). When you click the alert, the system displays the Work With Sales Speed Status Update form.

Ready to Invoice This alert tells you how many orders are ready to have invoices generated (Next Status = 580).

This alert is based on version ZJDE0002 of the Status Code Update program (P42040). When you click the alert, the system displays the Work With Sales Speed Status Update form.


For additional information about the programs associated with these watchlist alerts, see these topics in the JD Edwards EnterpriseOne Applications Sales Order Management Implementation Guide:

Charts

These charts are based on EnterpriseOne programs. By default, the charts are set up to render using queries that are based on delivered demo data. Each of these queries is associated with a specific program version. To use a different query or call a different program version, you can modify these queries or create new queries that better meet your requirements.

This table lists and describes the charts that are available on the My Customers page:

Component Title Description
Ready to Invoice Sales Order Lines by Requested Date (P42040X/W42040XA) Use this chart to view the number of sales order lines that are ready to be invoiced by the requested date of the sales order lines.

This chart is based on the Sales Order Speed State Update program (P42040).

In addition to using a query for this chart, you must enter a value for this field in the menu:

  • Ready to Invoice Status

Released Backorder Sales Order Lines by Requested Date (P42040X/W42040XB) Use this chart to view the number of backordered sales order lines by the requested date of the sales order line.

This chart is based on the Sales Order Speed State Update program (P42040).

In addition to using a query for this chart, you must enter a value for this field in the menu:

  • Released Backorder Status

Backordered Sales Order Lines by Next Order Status (P42101X/W42101XE) Use this chart to view the number of backordered sales order lines by the next order status.

This chart is based on the Sales Order Entry program (P42101).

Late Sales Order Lines by Next Order Status (P42101X/W42101XF) Use this chart to view the number of late sales order lines by the next order status.

This chart is based on the Sales Order Entry program (P42101).

Held Orders by Person Responsible (P4209JAX/W4209JAXC) Use this chart to view the number of held orders by person responsible.

This chart is based on data in the Held Orders table ((F4209) and the Sales Order Header File (F4201).


For additional information about the programs associated with these charts, see these topics in the JD Edwards EnterpriseOne Applications Sales Order Management Implementation Guide:

Springboard Tasks

You use tasks to access EnterpriseOne programs and other UX One pages. These tasks are included in a springboard on the page.

This table lists and describes the tasks on the My Customers page:

Task Description
My Customers Use this task to access the Customers Assigned To <your name> form on the My Customers program (P43470).

The following grid format is available:

  • Simple

After you access the My Customers program while in the Customer Service Manager role, you can select from several form layouts that have been provided for the Select Items via Order Guides form. These form layouts are available:

  • Customer Details

  • Item Availability

  • Item Details

  • Item Image

  • Price History

Add Order Use this task to access the Enter New Order form in the ZJDE0017 version of the Sales Order Entry program (P42101).
Review Orders Use this task to access the Manage Existing Order form in the ZJDE0017 version of the Sales Order Entry program (P42101).

The following form layout is available:

  • Customer View

The following grid format is available:

  • Revise Orders

Convert Quotes Use this task to access the Manage Existing Order form in the ZJDE0018 version of the Sales Order Entry program (P42101).

The following form layout is available:

  • Customer View

The following grid format is available:

  • Revise Quotes

Add RMA Use this task to access the Returned Material Authorization Revisions form in the Return Material Authorization Revisions program (P400511).
Review RMA Use this task to access the Work With Returned Material Authorization form in the Work with Return Material Authorization Program (P40051).

The following form layout is available:

  • RMA Customer View

The following grid format is available:

  • Review RMA

Held Orders Use this task to access the Held Orders page. The Held Orders page enables you to view held orders by person responsible, by customer, and by hold code.
Late Orders Use this task to access the Late Orders page. The page enables you to view late sales order lines by next order status, customer, and item.
Backorders Use this task to access the Backorders page. The page enables you to view backordered sales order lines by customer, item, requested date, and next order status.

For additional information about the programs associated with these tasks, see these topics in the JD Edwards EnterpriseOne Applications Sales Order Management Implementation Guide:

53.3.2 UX One: Held Orders Page

The Held Orders page (P42002X/W42002XB) enables you to view an alert for held orders that are ready to release; view graphical representations of order counts or percentages of held orders by person responsible, customer, and hold code; and access the programs that you need to use to work with your sales orders.

To access the UX One Held Orders page, log in to the EnterpriseOne system using the Customer Service Representative role. When you log in with this role, the system automatically displays the My Customers page. Click the Held Orders task on the springboard to access the Held Orders page.

This graphic illustrates the Held Orders UX One page:

Watchlist Alerts

These alerts are based on EnterpriseOne programs. By default, the alerts are set up to use queries that are based on delivered demo data. Each of these queries is associated with a specific program version. To use a different query or call a different program version, you can modify these queries or create new queries that better meet your requirements. Additionally, these watchlists have been set up with specific warning and critical threshold values. You can adjust these values to meet your requirements.

This table lists and describes the watchlist alert that is available on the Held Orders page:

Watchlist Alert Description
Held Orders to Release This alert tells users how many held orders are ready to be released.

This alert is based on the ZJDE0008 version of the Release Holds program (P43070).

When you click the alert, the system displays the Work With Held Orders form. The following form layout is available:

  • Additional Information

The following grid format is available:

  • CSR Held Orders


For additional information about the programs associated with this watchlist alert, see Holding, Reviewing, and Releasing Orders in the JD Edwards EnterpriseOne Applications Sales Order Management Implementation Guide.

Charts

These charts are based on EnterpriseOne programs. By default, the charts are set up to render using queries that are based on delivered demo data. Each of these queries is associated with a specific program version. To use a different query or call a different program version, you can modify these queries or create new queries that better meet your requirements.

This table lists and describes the charts that are available on the Held Orders page:

Component Title Description
Held Orders by Person Responsible P4209JAX/W4209JAXC) Use this chart to view the number of held orders by person responsible.

This chart is based on view V4209VJ, which is a join of the Held Orders table (F4209) and the Sales Order Header File (F4201).

Held Orders by Customer (P4209JAX/W4209JAXA) Use this chart to view the percentage of held orders by customer.

This chart is based on view V4209VJ, which is a join of the Held Orders table (F4209) and the Sales Order Header File (F4201).

Held Orders by Hold Code (P4209JAX/W4209JAXB) Use this chart to view the percentage of held orders by hold code.

This chart is based on view V4209VJ, which is a join of the Held Orders table (F4209) and the Sales Order Header File (F4201).


For additional information about the programs associated with these charts, see these topics in the JD Edwards EnterpriseOne Applications Sales Order Management Implementation Guide:

Springboard Tasks

You use tasks to access EnterpriseOne programs and other UX One pages. These tasks are included in a springboard on the page.

This table lists and describes the tasks on the Held Orders page:

Tasks Description
My Customers Use this task to access the Customers Assigned To <your name> form on the My Customers program (P43470).

The following grid format is available:

  • Simple

After you access the My Customers program while in the Customer Service Manager role, you can select from several form layouts that have been provided for the Select Items via Order Guides form. These form layouts are available:

  • Customer Details

  • Item Availability

  • Item Details

  • Item Image

  • Price History

Review Orders Use this task to access the Manage Existing Order form in the ZJDE0017 version of the Sales Order Entry program (P42101).

The following form layout is available:

  • Customer View

The following grid format is available:

  • Revise Orders

Release Held Orders Use this task to access the Work With Held Orders form in version ZJDE0007 of the Release Holds program (P43070).

The following form layout is available:

  • Additional Information

The following grid format is available:

  • Customer Held Orders


For additional information about the programs associated with these charts, see these topics in the JD Edwards EnterpriseOne Applications Sales Order Management Implementation Guide:

53.3.3 UX One: Late Orders Page

Use the Late Orders page (P42002X/W42002XC) to view the late sales order lines by next order status, customers, and items. You can also use the tasks on the springboard to navigate to the My Customers program (P43470) and the ZJDE0015 version of the Sales Order Entry program (P42101).

To access the UX One Late Orders page, log in to the EnterpriseOne system using the Customer Service Representative role. When you log in with this role, the system automatically displays the My Customers page. Click the Late Orders task on the springboard to access the Late Orders page.

This graphic illustrates the Late Orders page:

Watchlist Alerts

These alerts are based on EnterpriseOne programs. By default, the alerts are set up to use queries that are based on delivered demo data. Each of these queries is associated with a specific program version. To use a different query or call a different program version, you can modify these queries or create new queries that better meet your requirements. Additionally, these watchlists have been set up with specific warning and critical threshold values. You can adjust these values to meet your requirements.

This table lists and describes the watchlist alert that is available on the Late Orders page:

Watchlist Alert Description
My Late Orders This alert tells users how many lines on sales orders were not shipped by the promised date.

This alert is based on the ZJDE0015 version of the Sales Order Entry program (P42101). When you click the alert, the system displays the Manage Existing Orders form.

The following form layout is available:

  • Customer View

The following grid formats are available:

  • Review Orders by Item

  • Review Orders by Ship To


For additional information about the programs associated with this watchlist alert, see Holding, Reviewing, and Releasing Orders in the JD Edwards EnterpriseOne Applications Sales Order Management Implementation Guide.

Charts

These charts are based on EnterpriseOne programs. By default, the charts are set up to render using queries that are based on delivered demo data. Each of these queries is associated with a specific program version. To use a different query or call a different program version, you can modify these queries or create new queries that better meet your requirements.

This table lists and describes the charts that are available on the Late Orders page:

Component Title Description
Late Sales Order Lines by Next Order Status (P42101X/W42101XF) Use this chart to view the number of held orders by person responsible.

This chart is based on the Sales Order Entry program (P42101).

Late Sales Order Line by Customer (P42101X/W42101XD) Use this chart to view the number of held orders by customer.

This chart is based on the Sales Order Entry program (P42101).

Late Sales Order Lines by Item (P42101X/W42101XC) Use this chart to view the number of held orders by person responsible.

This chart is based on the Sales Order Entry program (P42101).


For additional information about the programs associated with this watchlists, see Holding, Reviewing, and Releasing Orders in the JD Edwards EnterpriseOne Applications Sales Order Management Implementation Guide.

Springboard Tasks

You use tasks to access EnterpriseOne programs and other UX One pages. These tasks are included in a springboard on the page.

This table lists and describes the tasks on the Late Orders page:

Task Description
My Customers Use this task to access the Customers Assigned to <your name> page of the My Customers program (P42470).

The following grid format is available:

  • Simple

After you access the My Customers program while in the Customer Service Representative role, you can select from several form layouts that have been provided for the Select Items via Order Guides form. These form layouts are available:

  • Customer Details

  • Item Availability

  • Item Details

  • Item Image

  • Price History

Review Orders Use this task to access the Manage Existing Order form in the ZJDE0015 version of the Sales Order Entry program (P42101).

The following grid formats are available:

  • Review Orders by Item

  • Review Orders by Ship To


For additional information about the programs accessed by these tasks, see the following topics in the JD Edwards EnterpriseOne Applications Sales Order Management Implementation Guide:

53.3.4 UX One: Backorders Page

Use the Backorders page (P42002X/W42002XD) to view the backordered sales order lines by customers, items, next order status, and requested date. You can also use the tasks on the springboard to navigate to the My Customers program (P43470) and the applications that you need to work with backordered items.

To access the UX One Backorders page, log in to the EnterpriseOne system using the Customer Service Representative role. When you log in with this role, the system automatically displays the My Customers page. Click the Backorders task on the springboard to access the Backorders page.

This graphic illustrates the Backorders page:

Watchlist Alerts

These alerts are based on EnterpriseOne programs. By default, the alerts are set up to use queries that are based on delivered demo data. Each of these queries is associated with a specific program version. To use a different query or call a different program version, you can modify these queries or create new queries that better meet your requirements. Additionally, these watchlists have been set up with specific warning and critical threshold values. You can adjust these values to meet your requirements.

This table lists and describes the watchlist alerts that are available on the Backorders page:

Watchlist Alert Description
My Backorders This alert tells users how many sales order lines are backordered.

This alert is based on the ZJDE0016 version of the Sales Order Entry program (P42101). When you click the alert, the system displays the Manage Existing Orders form.

The following form layout is available:

  • Customer View

The following grid formats are available:

  • Backorders by Item

  • Backorders by Ship To

Released Backorders This alert tells you how many backordered sales order lines are ready to be released.

This alert is based on version ZJDE0003 of the Speed Status program (P42040).

When you click the alert, the system displays the Work With Sales Speed Status Update form.


For additional information about the programs associated with this watchlist alert, see Holding, Reviewing, and Releasing Orders in the JD Edwards EnterpriseOne Applications Sales Order Management Implementation Guide.

Charts

These charts are based on EnterpriseOne programs. By default, the charts are set up to render using queries that are based on delivered demo data. Each of these queries is associated with a specific program version. To use a different query or call a different program version, you can modify these queries or create new queries that better meet your requirements.

This table lists and describes the charts that are available on the Backorders page:

Component Title Description
Backordered Sales Order Lines by Customer (P42101X/W42101XA) Use this chart to view the percentage of backordered sales order lines by customer.

This chart is based on the Sales Order Entry program (P42101).

Backordered Sales Order Lines By Item (P42101X/W42101XB) Use this chart to view the number of backordered sales order lines by item. This chart is based on the Sales Order Entry program (P42101).
Released Backorder Sales Order Lines by Requested Date (P42040X/W42040XB) Use this chart to view the number of backordered sales order lines by requested date. This chart is based on the Status Code Update program (P42040).

In addition to using a query for this chart, you must enter a value for this field in the menu:

  • Released Backorder Status

Backordered Sales Order Lines by Next Order Status (P42101X/ W42101XE) Use this chart to view the number of backordered lines by the next order status.

This chart is based on the Sales Order Entry program (P42101).


For additional information about the program associated with these charts, see Holding, Reviewing, and Releasing Orders in the JD Edwards EnterpriseOne Applications Sales Order Management Implementation Guide.

Springboard Tasks

You use tasks to access EnterpriseOne programs and other UX One pages. These tasks are included in a springboard on the page.

This table lists and describes the tasks on the Backorders page:

Task Description
My Customers Use this task to access the Customers Assigned to <your name> page of the My Customers program (P42470).

The following grid format is available:

  • Simple

After you access the My Customers program while in the Customer Service Representative role, you can select from several form layouts that have been provided for the Select Items via Order Guides form. These form layouts are available:

  • Customer Details

  • Item Availability

  • Item Details

  • Item Image

  • Price History

Review Orders Use this task to access the Manage Existing Order form in the ZJDE0016 version of the Sales Order Entry program (P42101).

The following grid formats are available:

  • Backorders by Item

  • Backorders by Ship To

Release Backorders - Online Use this task to access the Work With Backorders form in the Release Backorders - Online program (P42117).
Released Backorders Use this task to access the Work With Backorders form in the Release Backorders - Online program (P42117).

For additional information about the programs accessed by these tasks, see the following topics in the JD Edwards EnterpriseOne Applications Sales Order Management Implementation Guide: