Customer Scan Screen

Purpose: Use this screen to select a customer:

• for an order, in order entry

• for maintenance, in customer maintenance

• when creating a catalog request

• for a customer membership through the Working with Customer Memberships (WWCM) option

Used when? You advance to this screen if the ORCE Customer Integration (L37) system control value is set to INTERACT. Otherwise, you advance to:

• the Select Customer Sold To For Order Screen in order entry

• the Select Customer Sold To Screen in customer maintenance

• the Select Customer for Catalog Request Screen when you are creating a catalog request

• the Select Customer Sold To pop-up window when you are creating a customer membership through the Working with Customer Memberships (WWCM) option

Searching in Oracle Retail Customer Engagement: When you use this screen, the system first calls Oracle Retail Customer Engagement when searching for customers, and checks the Order Management System Customer Sold To table only if Oracle Retail Customer Engagement does not return any records that match your search criteria.

If any records found in Oracle Retail Customer Engagement: If there is at least one customer record in Oracle Retail Customer Engagement that matches your search criteria, the screen displays the results from Oracle Retail Customer Engagement only and does not display any matching records from the Order Management System Customer Sold To table.

In this chapter:

Search

Results

Order entry: available options

Customer maintenance: available options

Creating a catalog request: available options

Creating a customer membership: available options

For more information: See the Customer Engagement Customer Integration for an overview and background on the integration.

How to display this screen: If the ORCE Customer Integration (L37) system control value is set to INTERACT:

order entry:

- select OK at the Default Values for Orders screen if you do not use the Customer Selection Screen, or

- prompt on the Sold To field at the Customer Selection Screen

- prompt for a recipient sold to customer at the Work with Order Screen.

customer maintenance: enter WCST in the Fast path field at the top of any menu or select Work with Customers from a menu

creating a catalog request: at the Create Catalog Request Screen, select Select Customer

creating a customer membership: prompt on the Customer# field at the Create Customer Membership Window

Search

All of the fields in the Search at the top of the screen, with the exception of the Batch # available in order entry, are optional; however, you need to enter at least one criterion to search.

Combining search criteria: If you enter more than one search criterion, the Results displays customer records only if they match all entered criteria. You can combine any search criteria except for the Customer# and the Alternate customer number.

Field

Description

Batch #

The number identifying the batch you are currently working with. Available only if you are in order entry and you selected the Error order batches option at the Default Values for Orders screen.

Numeric, 5 positions; display-only.

Postal code

A postal delivery area, such as a zip code. Enter a full or partial code to scan for customers whose postal codes match your entry.

Note: The Postal Code Scan Length (F61) system control value does not control how to search for or sort customer records based on postal code. For example, if you normally use a postal code scan length of 5 for searching, and some customers have the full ZIP+4 postal code, customers with the full ZIP+4 are listed after customers whose postal codes are just 5 positions long.

See Setting Up the Zip/City/State (Postal Code) Table (WZIP).

Alphanumeric, 10 positions.

Last name

The sold-to customer's last name. Enter a full or partial last name to scan for customers whose last names match your entry.

Alphanumeric, 25 positions.

First name

The sold-to customer’s first name. Enter a full or partial first name to scan for customers whose first names match your entry.

Alphanumeric, 25 positions.

Phone#

Any of the sold-to customer’s phone numbers. Enter a full or partial phone number to display customers with phone numbers that start with your entry. When you search based on phone number, the Phone # displayed on the Results is the one matching your entry.

Formatting not required: When you search using phone number against the Oracle Retail Customer Engagement database, it is not necessary to enter any formatting for the phone number; for example, an entry of 5085550100 matches a phone number formatted as (508) 555-0100.

Deleted phone numbers: Even if you delete the phone number from Oracle Retail Customer Engagement and the number is no longer visible on Oracle Retail Customer Engagement screens, Oracle Retail Customer Engagement still stores the phone number for the customer in the database, and returns the customer in search results when you search based on the deleted phone number.

Changed phone number: Similarly, if you change the phone number in Oracle Retail Customer Engagement, Oracle Retail Customer Engagement still stores the original phone number in its database and returns the customer in search results when you searched based on the original phone number.

Deleted or changed phone number not displayed in results: If your search is based on a deleted or changed phone number for the customer, the Phone # field is blank at the Results, even if the customer has a current primary phone number.

Searching based on phone number in Order Management System: Enter a full, valid phone number to display customers who have a phone number that matches your entry exactly, including formatting. The screen displays results from Order Management System only if no customer records in Oracle Retail Customer Engagement match your entry.

You can define a telephone number format for each country to map to the phone numbers operators enter into the system. See Setting Up the Country Table (WCTY).

Alphanumeric, 14 positions.

Email

Any of the customer’s email addresses.

Searching based on email address: Enter a full or partial email address to display customers with email addresses that start with your entry. The email address that matches your entry is displayed in the Email field at the Results, even if it is not the customer’s primary email address in Oracle Retail Customer Engagement or in Order Management System.

Deleted email addresses: Even if you delete the email address from Oracle Retail Customer Engagement and the email is no longer visible on Oracle Retail Customer Engagement screens, Oracle Retail Customer Engagement still stores the email address for the customer in the database, and returns the customer in search results when you search based on the deleted email address.

Changed email address: Similarly, if you change the email address in Oracle Retail Customer Engagement, Oracle Retail Customer Engagement still stores the original email address in its database and returns the customer in search results when you searched based on the original email address.

Deleted or changed email address not displayed in results: If your search is based on a deleted or changed email address for the customer, the Email field is blank at the Results, even if the customer has any current email addresses.

Alphanumeric, 50 positions.

Customer#

A number assigned by the system to identify the customer in Order Management System. Saved in Oracle Retail Customer Engagement as an alternate key. Enter a valid customer number to advance immediately to:

• the Customer Selection Screen in order entry

• the Change Customer (1 of 2) screen in customer maintenance

• the Create Catalog Request screen when creating a catalog request

You cannot enter any additional search criteria when you enter a customer number.

Numeric, 9 positions.

Loyalty Card#

The loyalty card number assigned to the customer through the Customer Engagement Loyalty Integration.

Enter a valid loyalty card number display customers whose loyalty card number matches your entry.

Note: This field is available only if the Use ORCE Loyalty (M06) system control value is selected.

Numeric, 16 positions.

Results

System Providing Customer Information: The Results section of the screen indicates whether the results displayed are from Oracle Retail Customer Engagement or Order Management System. If there is at least one record found in Oracle Retail Customer Engagement that matches your search criteria, the results from Oracle Retail Customer Engagement are displayed instead of any results from Order Management System.

Maximum search results exceeded: The Results display the error message Maximum search results exceeded, please refine your search if the number of matching records exceeds the Customer Lookup Limit setting in Conflate. In this situation, you need to make your search criteria more specific to make sure that you can find the customer record you are looking for.

Column sort: You can sort on any column in the Result section of the screen by clicking the column name. An arrow pointing up displays next to the field when the values for the field display in ascending sequence; an arrow pointing down displays next to the field when the values for the field display in descending sequence.

Field

Description

System Providing Customer Information

The name of the system where the customer results were found. When you use this screen, the system first calls Oracle Retail Customer Engagement when searching for customers, and checks the Order Management System Customer Sold To table only if Oracle Retail Customer Engagement does not return any records that match your search criteria.

If there is at least one customer record in Oracle Retail Customer Engagement that matches your search criteria, the screen displays the results from Oracle Retail Customer Engagement only and does not display any matching records from the Order Management System Customer Sold To table.

Name

The customer's name, consisting of the last name, middle initial, and first name.

If results are from Oracle Retail Customer Engagement: The company name is not displayed; and if the customer has a company name only, but no first and last name, then no name is displayed.

Enter a full or partial name to display customers whose name contains your entry.

Last name: alphanumeric, 25 positions.

Middle initial: alphanumeric, 1 positions.

First name: alphanumeric, 15 positions.

Company name (from Order Management System only): alphanumeric, 30 positions.

Address

The customer’s address, consisting of the first address line, city, and state.

Enter a full or partial address to display customers whose address contains your entry.

Street: alphanumeric, 32 positions.

City: alphanumeric, 25 positions.

State: alphanumeric, 2 positions.

Postal code

The customer’s postal code.

Enter a full or partial postal code to display customers whose postal code contains your entry.

Alphanumeric, 10 positions.

Phone #

If results are from Oracle Retail Customer Engagement: The customer’s primary phone number, unless:

• an alternate phone number was one of the search criteria; in this case, the alternate phone number is displayed.

• there is no primary phone number, and a phone number was not a search criterion; in this case, no phone number is displayed.

Note: The phone number is displayed using the formatting, if any, from Oracle Retail Customer Engagement.

If results are from Order Management System: The customer’s:

• daytime phone number, if any, unless a different phone number was a search criterion; otherwise,

• the phone number entered as a search criterion, if any; otherwise,

• the customer’s evening number, if any; otherwise,

• the customer’s fax or mobile number, if any; otherwise,

• this field is blank.

Enter a full or partial phone number to display customers whose phone number contains your entry.

Alphanumeric, 14 positions.

Email

If results are from Oracle Retail Customer Engagement: The customer’s primary email address, unless:

• An alternate email address was one of the search criteria; in this case, the alternate email address is displayed.

• An email address was one of the search criteria, but the customer does not have a primary email address in Oracle Retail Customer Engagement; in this case, the email address matching the search criterion is displayed.

• An email address was one of the search criteria, and the customer once had this email address in Oracle Retail Customer Engagement, but the email address has been deleted or changed; in this case, the email address field is blank.

• Email address was not one of the search criteria, and the customer does not have a primary email address in Oracle Retail Customer Engagement; in this case, no email address is displayed, even if the customer has one or more email addresses in Oracle Retail Customer Engagement.

Ordinarily, the customer’s email address is the same in both Order Management System and Oracle Retail Customer Engagement.

If results are from Order Management System: The customer’s primary email address, unless an alternate email address was a search criterion.

Enter a full or partial email address to display customers whose email address contains your entry.

Alphanumeric, 50 positions.

Order entry: available options

Screen Option

Procedure

Enter an order or quote for a new customer

Select Create. See Entering Orders for standard order entry or Entering Pre-Order Quotes for quote entry.

Select a customer for order entry

Click the customer’s name, or select Select from the Action drop-down menu. See Entering Orders for standard order entry or Entering Pre-Order Quotes for quote entry.

Change a customer

Select Change for a customer from the Action drop-down menu to advance to the Change Cust Sold to Name & Address Screen.

Display a customer

Select Display for a customer from the Action drop-down menu to advance to the Display Customer Sold To screen. See the First Create Sold To Customer Screen for field descriptions.

Review loyalty account information from Oracle Retail Customer Engagement for a customer

Select Loyalty from the Action drop-down menu for a customer. When you select this option, the system retrieves the sold to customer’s information from Oracle Retail Customer Engagement.

• If Oracle Retail Customer Engagement finds a loyalty card assigned to the customer, the system advances you to the Display Loyalty Account Screen. If more than one loyalty card is assigned to the customer in Oracle Retail Customer Engagement, the system displays loyalty account information for the first card assigned to the customer.

• If Oracle Retail Customer Engagement does not find a loyalty card for the customer, the system advances you to the Customer Loyalty Registration Window, where you can select to enroll the customer in the Oracle Retail Customer Engagement Loyalty program.

• If a Relate ID is not defined for the customer in the Customer Sold To table, the system displays an error message similar to the following: Loyalty cannot be displayed, there is no Relate ID.

• If a connection could not be made to Oracle Retail Customer Engagement, the system displays an error message similar to the following: Unable to connect to ORCE.

Note: This option is available only if the Use ORCE Loyalty (M06) system control value is selected.

See Customer Engagement Loyalty Integration for processing details.

Review the customer’s purchase history from Oracle Retail Customer Engagement

Select Purch Hist. When you select this option, the system retrieves the sold to customer’s information from Oracle Retail Customer Engagement and advances you to the Display Purchase History Screen where you can review the completed sales and returns transactions from Oracle Retail Customer Engagement.

If a connection could not be made to Oracle Retail Customer Engagement, the system displays an error message similar to the following: Unable to connect to ORCE.

Note: This option displays only if the ORCE Customer Integration (L37) system control value is set to INTERACT; see Customer Engagement Purchase History Integration.

Review the customer’s wish list from Oracle Retail Customer Engagement

Select Wish List. When you select this option, the system retrieves the sold to customer’s wish list information from Oracle Retail Customer Engagement and advances you to the Display Wish List Screen where you can review the items on the customer’s wish list from Oracle Retail Customer Engagement that exist in Order Management System.

The message No items in wish list displays if no wish list items are returned from Oracle Retail Customer Engagement.

Note: This option displays only if the Use ORCE Wish List (M26) system control value is selected and the ORCE Customer Integration (L37) system control value is set to INTERACT; see Customer Engagement Customer Wish List Integration.

Exit the screen and return to the main menu

Select Exit.

If the Capture Order/Call Disposition (K03) system control value is se to ALL, and you advanced to this screen from a call received from an external order call center, the system displays the Confirm Order/Call Disposition Window where you must enter the reason for exiting this screen instead of creating an order. In addition, the system creates a record in the Order Disposition Table; see Tracking Order/Call Disposition Activity.

Customer maintenance: available options

Screen Option

Procedure

Create a new customer

Select Create. See the First Create Sold To Customer Screen.

Change information about the customer

Select Change from the Action drop-down menu for a customer. See Changing Sold To Customers.

Display information about the customer

Select Display from the Action drop-down menu for a customer. You advance to the first Display Customer screen. You cannot change any information on this screen. See the First Create Sold To Customer Screen for field descriptions.

Work with actions for a customer

Select Actions from the Action drop-down menu for a customer to advance to the Edit Customer Actions Window.

Work with bill-to customers

Select Bill To from the Action drop-down menu for a customer. If the customer:

• already has a bill-to customer, you advance to the Display Customer Bill To screen. See the Create Bill-to Customer Screen for field descriptions.

• does not already have a bill-to customer, you advance to the Work with Bill To Customers Screen.

Note: If you do not have authority to the Work with Customer Bill To menu option, the Bill To option is not available in the Action drop-down menu.

Work with contract pricing for a customer

Select Contract Price from the Action drop-down menu for a customer to advance to the Work with Contract Price Screen.

Review item ordering history for a customer

Select Item Hist from the Action drop-down menu for a customer to advance to the Customer Sold To Item History Screen. See Reviewing Customer History for an overview of customer history.

Review loyalty account information from Oracle Retail Customer Engagement for a customer

Select Loyalty from the Action drop-down menu for a customer. When you select this option, the system retrieves the sold to customer’s information from Oracle Retail Customer Engagement.

• If Oracle Retail Customer Engagement finds a loyalty card assigned to the customer, the system advances you to the Display Loyalty Account Screen. If more than one loyalty card is assigned to the customer in Oracle Retail Customer Engagement, the system displays loyalty account information for the first card assigned to the customer.

• If Oracle Retail Customer Engagement does not find a loyalty card for the customer, the system advances you to the Customer Loyalty Registration Window, where you can select to enroll the customer in the Oracle Retail Customer Engagement Loyalty program.

• If a Relate ID is not defined for the customer in the Customer Sold To table, the system displays an error message similar to the following: Loyalty cannot be displayed, there is no Relate ID.

• If a connection could not be made to Oracle Retail Customer Engagement, the system displays an error message similar to the following: Unable to connect to ORCE.

Note: This option is available only if the Use ORCE Loyalty (M06) system control value is selected.

See Customer Engagement Loyalty Integration for processing details.

Review mail history for a customer

Select Mail Hist from the Action drop-down menu for a customer to advance to the Display Customer Mail History Screen. See Reviewing Customer History for an overview of customer history.

Work with notes about a customer

Select Notes from the Action drop-down menu for a customer to advance to the Edit Customer Notes Screen.

Display customer order history

Select Ord Hist from the Action drop-down menu for a customer to advance to the Display Customer Order History Screen. See Reviewing Customer History for an overview of customer history.

Exclude pay types for a customer

Select P/T Excl from the Action drop-down menu for a customer to advance to the Exclude Pay Types By Customer Screen.

Review address changes for a customer

Select Prev Addr from the Action drop-down menu for a customer to advance to the Display Address Changes Screen. See Reviewing Customer Address Changes for an overview.

Work with the profile for a customer

Select Profile from the Action drop-down menu for a customer to advance to the Work with Customer Profile Screen.

Review the customer’s purchase history from Oracle Retail Customer Engagement

Select Purch Hist. When you select this option, the system retrieves the sold to customer’s information from Oracle Retail Customer Engagement and advances you to the Display Purchase History Screen where you can review the completed sales and returns transactions from Oracle Retail Customer Engagement.

If a connection could not be made to Oracle Retail Customer Engagement, the system displays an error message similar to the following: Unable to connect to ORCE.

Note: This option displays only if the ORCE Customer Integration (L37) system control value is set to INTERACT; see Customer Engagement Purchase History Integration.

Work with ship-to customers

Select Ship To from the Action drop-down menu for a customer to advance to the Work with Customer Ship Tos Screen.

Work with subscriptions for a customer

Select Subscription from the Action drop-down menu for a customer to advance to the Work with Subscriptions Screen.

Work with state-specific tax exemptions for a customer

Select Tax from the Action drop-down menu for a customer to advance to the Work with Customer Tax Screen. See Working with Customer Tax Status for an overview.

Enter information in the user-defined fields for a customer

Select User Fields from the Action drop-down menu for a customer to advance to the Work with User Fields Screen.

Work with warranty information for a customer

Select Warranty from the Action drop-down menu for a customer to advance to the Work with Customer Warranty Information Screen.

Review the customer’s wish list from Oracle Retail Customer Engagement

Select Wish List. When you select this option, the system retrieves the sold to customer’s wish list information from Oracle Retail Customer Engagement and advances you to the Display Wish List Screen where you can review the items on the customer’s wish list from Oracle Retail Customer Engagement that exist in Order Management System.

The message No items in wish list displays if no wish list items are returned from Oracle Retail Customer Engagement.

Note: This option displays only if the Use ORCE Wish List (M26) system control value is selected and the ORCE Customer Integration (L37) system control value is set to INTERACT; see Customer Engagement Customer Wish List Integration.

Creating a catalog request: available options

Option

Procedure

Create a catalog request for a new customer

Select Create to return to the Create Catalog Request Screen without selecting an existing customer.

Select a customer for a catalog request

Select Select from the Action drop-down menu for a customer to return to the Create Catalog Request Screen with that customer’s name and address defaulted.

Change a customer’s name and address information

Select Change from the Action drop-down menu for a customer to advance to the Change Cust Sold to Name & Address Screen.

Display a customer’s name and address information

Select Display from the Action drop-down menu for a customer to advance to the Display Customer Sold To screen. See the First Create Sold To Customer Screen for field descriptions.

Review loyalty account information from Oracle Retail Customer Engagement for a customer

Select Loyalty from the Action drop-down menu for a customer. When you select this option, the system retrieves the sold to customer’s information from Oracle Retail Customer Engagement.

• If Oracle Retail Customer Engagement finds a loyalty card assigned to the customer, the system advances you to the Display Loyalty Account Screen. If more than one loyalty card is assigned to the customer in Oracle Retail Customer Engagement, the system displays loyalty account information for the first card assigned to the customer.

• If Oracle Retail Customer Engagement does not find a loyalty card for the customer, the system advances you to the Customer Loyalty Registration Window, where you can select to enroll the customer in the Oracle Retail Customer Engagement Loyalty program.

• If a Relate ID is not defined for the customer in the Customer Sold To table, the system displays an error message similar to the following: Loyalty cannot be displayed, there is no Relate ID.

• If a connection could not be made to Oracle Retail Customer Engagement, the system displays an error message similar to the following: Unable to connect to ORCE.

Note: This option is available only if the Use ORCE Loyalty (M06) system control value is selected.

See Customer Engagement Loyalty Integration for processing details.

Review the customer’s purchase history from Oracle Retail Customer Engagement

Select Purch Hist. When you select this option, the system retrieves the sold to customer’s information from Oracle Retail Customer Engagement and advances you to the Display Purchase History Screen where you can review the completed sales and returns transactions from Oracle Retail Customer Engagement.

If a connection could not be made to Oracle Retail Customer Engagement, the system displays an error message similar to the following: Unable to connect to ORCE.

Note: This option displays only if the ORCE Customer Integration (L37) system control value is set to INTERACT; see Customer Engagement Purchase History Integration.

Review the customer’s wish list from Oracle Retail Customer Engagement

Select Wish List. When you select this option, the system retrieves the sold to customer’s wish list information from Oracle Retail Customer Engagement and advances you to the Display Wish List Screen where you can review the items on the customer’s wish list from Oracle Retail Customer Engagement that exist in Order Management System.

The message No items in wish list displays if no wish list items are returned from Oracle Retail Customer Engagement.

Note: This option displays only if the Use ORCE Wish List (M26) system control value is selected and the ORCE Customer Integration (L37) system control value is set to INTERACT; see Customer Engagement Customer Wish List Integration.

Creating a customer membership: available options

Option

Procedure

Select a customer for a customer membership

Select Select from the Action drop-down menu for a customer to advance to the Customer Membership Screen (Change Mode) with that customer’s name and address defaulted.

Change a customer’s name and address information

Select Change from the Action drop-down menu for a customer to advance to the Change Cust Sold to Name & Address Screen.

Display a customer’s name and address information

Select Display from the Action drop-down menu for a customer to advance to the Display Customer Sold To screen. See the See the First Create Sold To Customer Screen for field descriptions.

Create a catalog request for a new customer

Select Create to return to the Create Catalog Request Screen without selecting an existing customer.

Review loyalty account information from Oracle Retail Customer Engagement for a customer

Select Loyalty from the Action drop-down menu for a customer. When you select this option, the system retrieves the sold to customer’s information from Oracle Retail Customer Engagement.

• If Oracle Retail Customer Engagement finds a loyalty card assigned to the customer, the system advances you to the Display Loyalty Account Screen. If more than one loyalty card is assigned to the customer in Oracle Retail Customer Engagement, the system displays loyalty account information for the first card assigned to the customer.

• If Oracle Retail Customer Engagement does not find a loyalty card for the customer, the system advances you to the Customer Loyalty Registration Window, where you can select to enroll the customer in the Oracle Retail Customer Engagement Loyalty program.

• If a Relate ID is not defined for the customer in the Customer Sold To table, the system displays an error message similar to the following: Loyalty cannot be displayed, there is no Relate ID.

• If a connection could not be made to Oracle Retail Customer Engagement, the system displays an error message similar to the following: Unable to connect to ORCE.

Note: This option is available only if the Use ORCE Loyalty (M06) system control value is selected.

See Customer Engagement Loyalty Integration for processing details.

Review the customer’s purchase history from Oracle Retail Customer Engagement

Select Purch Hist. When you select this option, the system retrieves the sold to customer’s information from Oracle Retail Customer Engagement and advances you to the Display Purchase History Screen where you can review the completed sales and returns transactions from Oracle Retail Customer Engagement.

If a connection could not be made to Oracle Retail Customer Engagement, the system displays an error message similar to the following: Unable to connect to ORCE.

Note: This option displays only if the ORCE Customer Integration (L37) system control value is set to INTERACT; see Customer Engagement Purchase History Integration.

Review the customer’s wish list from Oracle Retail Customer Engagement

Select Wish List. When you select this option, the system retrieves the sold to customer’s wish list information from Oracle Retail Customer Engagement and advances you to the Display Wish List Screen where you can review the items on the customer’s wish list from Oracle Retail Customer Engagement that exist in Order Management System.

The message No items in wish list displays if no wish list items are returned from Oracle Retail Customer Engagement.

Note: This option displays only if the Use ORCE Wish List (M26) system control value is selected and the ORCE Customer Integration (L37) system control value is set to INTERACT; see Customer Engagement Customer Wish List Integration.

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