52 UX One Role: Customer Service Manager

This chapter discusses:

52.1 Understanding the Customer Service Manager UX One Role

Customer Service Managers supervise Customer Service Representatives, who spend the majority of their time handling communications and queries from customers. The Customer Service Manager monitors orders and addresses any order entry issues. The Customer Service Manager assists the Customer Service Representative staff to update, cancel, release, and expedite orders. They also address returned material authorizations and analyze historical sales data to increase customer satisfaction scores and revenue.

The Customer Service Manager role, and the associated UX One pages and components, enable the manager to quickly determine whether orders require the manager's attention. For example, the Customer Service Manager can view how many backorders and held orders are pending, and then quickly access the JD Edwards EnterpriseOne forms that enable the manager to take action on the orders.

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"

52.2 Prerequisites

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

52.2.1 Prerequisite Setup

Links on the UX One pages for the Customer Service Manager 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.

52.2.2 Prerequisite Reading

Before using the Customer Service Manager role, you should have a complete understanding of the components and applications that are accessible from the pages. Additional, essential information is provided in these topics:

52.3 Using the Customer Service Manager UX One Role

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

  • Team Customers (P42001X/W42001XA)

  • Team Held Orders (P42001X/W42001XB)

  • Team Late Orders (P42001X/W42001XC)

  • Team Backorders (P42001X/W42001XD)

52.3.1 UX One: Team Customers Page

The Team Customers page (P42001X/W42001XA) enables you to view alerts for orders; view graphical representations of order counts, backorders, returned material authorizations (RMAs); and access additional UX One pages. You can use the links in the alerts and springboard to access additional information and access the forms that enable you to take action on orders.

To access the Team Customers page, log in to the EnterpriseOne system using the Customer Service Manager role.

This graphic illustrates the Team Customers page:

Figure 52-1 Team Customers page

Description of Figure 52-1 follows
Description of ''Figure 52-1 Team 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 Team Customers page:

Watchlist Alert Description
Held Orders This alert tells you how many orders are on hold. The system includes in the count all held orders for which the hold code is not blank and the value in the Sold To Customer field of the sales order is a customer for which you are responsible.

This alert is based on version ZJDE0007 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:

  • Customer Held Orders

Backorders This alert tells you how many sales order lines have backordered items.

This alert is based on the ZJDE0016 version of the Sales Order Entry program (P42101) and shows all order lines for which the backorder quantity is greater than 0 and the value in the Sold To Customer field of the sales order is a customer for which you are responsible.

When you click the alert, the system displays the Manage Existing Order form. The following form layout is available:

  • Customer View

The following grid formats are available:

  • Backorder by Item

  • Backorders by Ship To

Late Orders This alert tells you how many sales order lines have items that have not been shipped by the promised date.

This alert is based on version ZJDE00015 of the Sales Order Entry program (P42101) and includes all order lines for which the promised ship date is less than the current date, and the value in the Sold To Customer field of the sales order is a customer for which you are responsible.

When you click the alert, the system displays the Manage Existing Order form. The following form layout is available:

  • Customer View

The following grid formats are available:

  • Review Orders by Item

  • Review Orders by Ship To

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.

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 Speed Status Update program (P42040).

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

Inbound Orders This alert tells you how many inbound orders have not been successfully processed.

This alert is based on the Inbound EDI Order Inquiry program (P47010).

When you click the alert, the system displays the Work with Inbound EDI Orders form.

The following grid format is available:

  • Inbound by Address Number

Inbound Changed Orders This alert tells you how many inbound change orders have not been successfully processed.

This alert is based on the Status/Inquiry Revisions program (P47030).

When you click the alert, the system displays the Work with Inbound P.O. Change form.

The following grid format is available:

  • Changed Inbound by Address Num

New RMA This alert tells you how many new return material authorizations (RMAs) exist for your customers, based on the criteria that you set up in the watchlist.

This alert is based on the Work with Return Materials Authorization program (P40051).

When you click the alert, the system displays the Work with Return Material Authorization form. The following form layout is available:

  • RMA Customer View

The following grid format is available:

  • Review RMA


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:

Also see: Receiving and Sending Electronic Data Interchange Sales Order Documents in the JD Edwards EnterpriseOne Applications Data Interface for Electronic Data Interchange 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 Team Customers page:

Component Title Description
Order Counts by Customer Service Representative (P4211JGX/W4211JGXE) Use this chart to view the number of late and held sales order lines, the number of order lines ready for invoicing, and the number of order lines ready for release from backorder, for each CSR.

This chart uses the V4211JG view, which is based on the following tables:

  • Sales Order Detail (F4211)

  • Item Branch (F4102)

  • Customer Master by Line of Business (F03012)

  • Customer Master Commission Information (F42140)

  • Held Orders (F4209)

In addition to using a query for this chart, you must enter values for these fields in the menu:

  • Customer Service Representative Role Type

    The value that you enter must exist in UDC H42/RT.

  • Ready to Invoice Status

  • Released Backorder Status

Backordered Sales Order Lines by Item (P42101X/W42101XB) Use this chart to view the number of backordered lines for each item. This chart is based on the Sales Order Entry program (P42101).
Backordered Sales Order Lines by Customer (P42101X/W42101XA) Use this chart to view the percentage of backordered lines for each customer. This chart is based on the Sales Order Entry program (P42101).
New Return Materials Authorizations by Reason (P40051X/W40051XA) Use this chart to view the percentage of return materials authorizations (RMAs) by reason. This chart is based on the Return Materials Authorization program (P40051).

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

  • Return Materials Authorizations within last (days)


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 Team Customers 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 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 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

Review RMA Use this task to access the ZJDE0003 version of the Return Materials Authorization program (P40051).

The following form layout is available:

  • RMA Customer View

The following grid format is available:

  • Review RMA

Team Held Orders Use this task to access the Team Held Orders page. The Team Held Orders page enables you to view held orders by customer service representative (CSR), by person responsible, by customer, and by hold code.
Team Late Orders Use this task to access the Team Late Orders page. The Team Late Orders page enables you to view late orders by CSR, customer, and item.
Team Back Orders Use this task to access the Team Backorders page. The page enables you to view backordered lines released by customer service representative (CSR), backordered lines by customer, and backordered lines by item.

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

See also:

52.3.2 UX One: Team Held Orders Page

Use the Team Held Orders page (P42001X/W42001XB) to view the held sales orders by CSR, person responsible, customer, and hold code. You can also use the tasks on the page to navigate to the My Customers program (P42470) and the Sales Order Entry program (P42101).

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

This graphic illustrates the Team Held Orders page:

Figure 52-2 Team Held Orders page

Description of Figure 52-2 follows
Description of ''Figure 52-2 Team Held 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 are available on the Team Held Orders page:

Watchlist Alert Description
Held Orders This alert tells you how many orders are on hold. The system includes in the count all held orders for which the hold code is not blank and the value in the Sold To Customer field of the sales order is a customer for which you are responsible.

This alert is based on version ZJDE0007 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:

  • Customer Held Orders


For additional information about the program 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 Team Held Orders page:

Component Title Description
Held Sales Orders by Customer Service Representative (P4211JGX/W4211JGXB) Use this chart to view the number of held orders for each CSR. This chart is based on view V4211JG, which is based on the following tables:
  • Sales Order Detail (F4211)

  • Item Branch (F4102)

  • Customer Master by Line of Business (F03012)

  • Customer Master Commission Information (F42140)

  • Held Orders (F4209)

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

  • Customer Service Representative Role Type

    The value that you enter must exist in UDC H42/RT.

Held Orders By Person Responsible (P4209JAX/W4209JAXC) Use this chart to view the number of held orders for each person responsible for the orders. This chart is based on the Sales Order Entry program (P42101).
Held Orders By Customer (P4209JAX/W4209JAXA) Use this chart to view the percentage of held orders for each customer. This chart is based on view V4209JA, 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 V4209JA, which is a join of the Held Orders table (F4209) and the Sales Order Header File (F4201).

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 Team Held 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 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 accessed by these tasks, see these topics in the JD Edwards EnterpriseOne Applications Sales Order Management Implementation Guide:

52.3.3 UX One: Team Late Orders Page

Use the Team Late Orders page (P42001X/W42001XC) to view the late sales order lines by CSR, customer, and item. You can also use the tasks on the page to navigate to the My Customers program (P42470) and version ZJDE0015 of the Sales Order Entry program (P42101).

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

This graphic illustrates the Team Late Orders page:

Figure 52-3 Team Late Orders page

Description of Figure 52-3 follows
Description of ''Figure 52-3 Team 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 Team Late Orders:

Watchlist Alert Description
Late Orders This alert tells you how many sales orders lines have not yet shipped when the line has a promised ship date that is prior to today's date.

This alert is based on version ZJDE0015 of the Sales Order Entry program (P42101).

When you click the alert, the system displays the Manage Existing Order 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 program associated with this watchlist alert, see Entering Sales Orders for Customer Service Representatives 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 Team Late Orders page:

Component Title Description
Late Sales Order Lines By Customer Service Representative (P4211JGX/W4211JGXA) Use this chart to view the number of sales order lines that have not yet shipped when the line has a promised ship date that is prior to today's date. This chart shows the late sales order lines by CSR and is based on view V4211GJ, which is based on the following tables:
  • Sales Order Detail (F4211)

  • Item Branch (F4102)

  • Customer Master by Line of Business (F03012)

  • Customer Master Commission Information (F42140)

  • Held Orders (F4209)

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

  • Customer Service Representative Role Type

    The value that you enter must exist in UDC H42/RT.

Late Sales Order Lines By Customer (P42101X/W42101XD) Use this chart to view the percentage of late sales order lines for each 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 late sales order lines by item. This chart is based on the Sales Order Entry program (P42101).

For additional information about the programs associated with these charts, see Entering Sales Orders for Customer Service Representatives 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 Team 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 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


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:

52.3.4 UX One: Team Backorders Page

Use the Team Backorders page (P42001X/W42001XD) to view the backordered sales order lines by CSR, customer, and item. You can also use the tasks on the springboard to navigate to the My Customers program (P42470) and the programs that enable you to review, change the status of, and release backorders.

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

This graphic illustrates the Team Backorders page:

Figure 52-4 Team Backorders page

Description of Figure 52-4 follows
Description of ''Figure 52-4 Team 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 Team Backorders page:

Watchlist Alert Description
Backorders This alert tells you how many sales order lines for each CSR have backordered items.

This alert is based on the ZJDE0016 version of the Sales Order Entry program (P42101) and shows all order lines for which the backorder quantify is greater than 0 and the value in the Sold To Customer field of the sales order is a customer for which you are responsible.

When you click the alert, the system displays the Manage Existing Order 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 ZJDE0002 of the Speed Status program (P42040).

In addition to using a query for this chart, you must enter values for these fields in the menu:

  • Customer Service Representative Role Type

  • Release Backorder Status

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


For additional information about the program associated with these watchlist alerts, 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 Team Backorders page:

Component Title Description
Released Backorder Sales Order Lines by Customer Service Representative (P4211JGX/W4211JGXD) Use this chart to view the number of released backordered sales order lines by CSR.

This chart is based on view V4211JG, which is based on the following tables:

  • Sales Order Detail (F4211)

  • Item Branch (F4102)

  • Customer Master by Line of Business (F03012)

  • Customer Master Commission Information (F42140)

  • Held Orders (F4209)

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

  • Customer Service Representative Role Type

    The value that you enter must exist in UDC H42/RT.

  • Released Backorder Status

Backordered Sales Order Lines By Customer (P42101X/P42101XA) Use this chart to view the percentage of backordered sales order lines associated with each customer. This chart is based on the Sales Order Entry program (P42101).
Backordered Sales Order Lines By Item (P42101X/P42101XB) 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).

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 Team 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 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 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 Sales Speed Status Update form in the Status Code Update program (P42040).

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: