Chapter 41: Printing the Customer Exposure Report (PCER)

Purpose: The Customer Exposure Report tells you the numbers of customer action notes entered in your company within a given date range, sorted by the reason for the note or the person who entered it. The report includes totals for each reason code, including the quantity of notes entered, in process, resolved, and remaining.

A customer action note is a message about a customer issue or problem that you need to resolve. You can enter or resolve customer action notes in:

• order entry, order inquiry, or order maintenance by pressing F10 to advance to the Display More Options Screen and selecting Customer Action Notes

• Work with Customers by pressing F16 or typing 16 next to a customer at a selection screen; see Chapter 27: Selecting Customers or Chapter 28: Creating and Updating Sold-to Customers (WCST)

Pop-up window: Until the note is resolved, a window will pop up in order entry or order maintenance when you select an order to remind you of the open issue. The window will also pop up in Work with Return Authorizations if the Display Customer Action Notes/Messages in RA (F64) system control value is set to Y.

You can assign customer action reason codes to action notes to help you track common issues your customers raise.

Menu option: You can also work with customer action issues through Work with Customer Action Notes (WCAN).

In this chapter:

• Customer Exposure Report Selection Screen

• Customer Exposure Report by Reason Code

• Customer Exposure Report by User

For more information: See Chapter 23: Working with Customer Action Reason Codes (WCAR).

Customer Exposure Report Selection Screen

How to display this screen: Enter PCER in the Fast path field at the top of any menu or select Customer Exposure Report from a menu.

CSR0763 ENTER Customer Exposure Report Selection 1/09/97 11:26:48 The Mail Order Company Customer Action Note Date Range: Date From 10997 To 10997 Summary reports to Print: Customer Exposure by Reason Code . . . N (Y/N) Customer Exposure by User . . . . . . . N (Y/N) F3=Exit F9=Accept F12=Cancel F24=Select Company

Field	Description
Date from	The beginning date for including notes on the report. The current date defaults. Numeric, 6 positions (MMDDYY format); required.
Date to	The ending date for including notes on the report. The current date defaults. Numeric, 6 positions (MMDDYY format);required.
Sort by fields:
Customer exposure by reason code	Enter Y in this field to print the Customer Exposure Report by Reason Code. Alphanumeric, 1 position; required if you do not select Customer Exposure by User.
Customer exposure by user	Enter Y in this field to print the Customer Exposure Report by User. Alphanumeric, 1 position; required if you do not select Customer Exposure by Reason Code.

Step-by-step instructions:

1. Optionally, enter a different beginning or end date in the Date from or Date to fields.

2. Enter Y in the Customer exposure by reason code field to produce the Customer Exposure Report by Reason Code. Enter Y in the Customer exposure by user field to produce the Customer Exposure Report by User.

3. Press Enter. The system validates your entries and highlights any fields you need to correct. Correct any fields and press Enter again.

4. Press F9. The system submits the job CUSTEXRPT1 to print the Customer Exposure Report by Reason Code, or the CUSTEXRPT2 job to print the Customer Exposure Report by User, and displays a message such as the following:

 

Job 073040/ELISE_K/CUSTEXRPT1 submitted to job queue QBATCH in library QGPL.