Entering and Reviewing Conversations

This section provides an overview of conversation components, lists common elements, and discusses various steps involved to handle conversations.

Page Name

Definition Name

Usage

Conversations Page

CONVER_DATA1_SS

Enter details for a conversation, including review information, reference amount, keywords, and the customer contact. Enter multiple conversation entries for a conversation.

References Page

CONVER_DATA2_SS

Link a conversation with a reference, such as an invoice, purchase order, or receivables item.

Item Activity Page

ITEM_DATA2

Review or update details for a receivables item.

See References Page

Attachments Page

CONVER_DATA5_SS

Add, view, or delete conversation attachments, such as Microsoft Word™ documents, Microsoft Excel™ spreadsheets, and images.

Sending Notification Page

PT_WF_NOTIFY

Create an email notification with a link to the conversation.

PeopleSoft provides several components to access the conversation pages. Each component provides different search criteria to help you locate conversation entries. This table describes the components for each menu option:

Menu Option

Description

Update Conversations

Use to create new conversations and to update existing ones. This component enables you to search by customer, conversation date, status, and a reference linked to the conversation, such as an invoice, receivables item, or purchase order.

Associate Keywords

Use to review or update conversations. This component enables you to search by customer, conversation status, and the keyword that is assigned to the conversation.

Define Follow Up Actions

Use to review or update conversations. This component enables you to search by customer, conversation status, and a follow-up action that is assigned to the conversation.

Select Conversation to Review

Use to review or update conversations. This component enables you to search by customer, conversation date, and status.

Need Supervisor Review

Use to review or update conversations. This component enables you to search by customer, conversation date, status, the supervisor review status, and the user ID of the individual who should review the conversation.

Field or Control

Definition

Status

Select the current status for the conversation. Values are:

Closed: Select when you complete the dialog with the customer. This status is informational only. You can change a closed conversation.

New: The system automatically assigns this when you create a new conversation, before anyone reviews or responds to it.

Open: Select when you review or respond to a new conversation.

Date

View the date that you entered the conversation.

Use the Conversations page (CONVER_DATA1_SS) to enter details for a conversation, including review information, reference amount, keywords, and the customer contact.

Enter multiple conversation entries for a conversation.

Image: Conversations page, with Promise of Payment deselected

This example illustrates the fields and controls on the Conversations page, with the Promise of Payment check box deselected. You can find definitions for the fields and controls later on this page.

Promise of Payment deselected - Conversations page

Image: Conversations page, with Promise of Payment selected (1 of 2)

This example illustrates the fields and controls on the Conversations page, with the Promise of Payment check box selected (1 of 2). You can find definitions for the fields and controls later on this page.

Promise of Payment selected - Conversations page (1 of 2)

Image: Conversations page, with Promise of Payment selected (2 of 2)

This example illustrates the fields and controls on the Conversations page, with the Promise of Payment check box selected (2 of 2). You can find definitions for the fields and controls later on this page.

Promise of Payment selected - Conversations page (2 of 2)

Field or Control

Definition

Attachments Exist

Click to access the Attachments page, where you can view an attached file. This link is available only if the conversation has existing attachments.

Status

Displays the current status of the conversation.

The conversations statuses are:

  • New

    This status displays when you create a new conversation.

  • Open

  • Closed

Description

Enter a description of the conversation to help identify a conversation when searching for conversations.

Subject and Sub-Topic

(Optional) Select a subject and subtopic from the available options that you set up on the Conversation Subject Topics page and the Conversation Subject page. This detail helps you identify the conversation when searching for conversations.

Promise of Payment

Select this check box to indicate that this conversation is a promise date conversation. The promise status will be set to Open. Once a conversation is marked as a promise of payment conversation, the collections analyst must enter a promise date and the amount that the customer promised to pay in order to save the conversation. A promise conversation, once saved, cannot be converted back to a regular conversation.

The selection of this check box determines the group boxes that display on the Conversations page.

  • If you do not select this check box, the Review, Follow Up and Reference Totals group boxes will be shown and the Promise of Payment group box will be hidden

  • If you do select this check box, the Promise of Payment group box will be shown and the Review, Follow Up and Reference Totals group boxes will be hidden

Promise of Payment

Field or Control

Definition

Promise Date

Enter the date that the customer promised the collections analyst to make the payment.

This is a required field if you selected the Promise of Payment check box.

Promise Amount

Enter the amount that this customer has promise to pay on the selected Promise Date.

This is a required field if you selected the Promise of Payment check box.

Currency

Displays the currency associated with the selected customer. You can override this currency.

Tolerance Days

Displays a default value, which is derived from the days that you entered on the Promise Date Options page for a Setid and customer or SetID and customer group. (Set Up Financials/Supply Chain, Product Related, Receivables, Credit/Collections, Promise Date Options)

Tolerance days are used by the Condition Monitor to determine whether a promise has been kept, is still open, or has been broken. If you did not enter a value in this field on the Promise Date Options page, there will be no tolerance for promised payments that are late. The Condition Monitor will add the tolerance days to the promise date to determine if the promise has been kept or broken.

Payment Tolerance

Displays a default value, which is derived from the Payment Tolerance percentage that you entered on the Promise Date Options page for a Setid and customer or SetID and customer group. (Set Up Financials/Supply Chain, Product Related, Receivables, Credit/Collections, Promise Date Options)

Payment tolerance percentage is used when a customer sends a payment for an amount that is less than the promised amount. This percentage Payment tolerance determines if the payment that is received from the customer, which is less than the promised amount, satisfies the promise. If the payment is not satisfactory, further action will be taken.

Confidence

Select the degree of confidence that you have that this customer will make this payment from one of these values:

  • High

  • Medium

  • Low

Broken Promise Action

If the Condition Monitor determines that a promise has been broken, it triggers the broken promise action. If the action is assigned to a specific user, an action item will be created for the broken promise user id that appears on this page.

User ID

Displays the userid of the user assigned to the broken promise action. You can override this field value.

Done

Select this check box indicate when a broken promise action has been completed and removed from the action list for this user. This indicates that the promise has been broken and closes the promise.

Override Promise Status

The promise status field is updated only by component logic or the Condition Monitor. You can override the promise date by selecting this check box, which this action will be recorded in the conversation record when it is saved. The user could override the override and thereby erase the record of a manual update. This is a corner case and will be acceptable.

Override Reason

Select your reason for manually overriding the promise status.

Promise Status

Displays a default status of Open when you create a conversation with a promise date. Condition Monitor updates this promise status as either Kept or Broken depending on the actions of the user.

You must select the Override Promise Status check box to access this field. Once the field is enabled, you can select:

  • Open

  • Kept

  • Broken

  • Cancelled

    If you select this value, the promise is cancelled and the data cannot be used as a metric.

Promise Review

Field or Control

Definition

Date

Select a date to review this promise.

Action

Select a follow up action to perform based on a review of this promise.

User ID

Select the user id of the user that you want to assign to the selected review action.

Done

Select this check box when the action is completed.

The user id assigned to the action selects this check box after completing the selected action. Once the user selects this check box, Condition Monitor will not create action items for the user id selected for the review.

Supervisor

Select this check box if the promise payment needs to be reviewed by a supervisor.

If this check box is selected, this promise conversation will appear in the Supervisor Review Needed component.

Status

Displays a default value of New when you select the Supervisor Review check box. Select a status of either Incomplete or Reviewed depending on the actions of the supervisor.

Follow Up

Refer to Follow Up section in this topic.

Review

Field or Control

Definition

User ID

View an ID, which is the user ID by default, when you enter either a number of days or a date. You can change the user ID of the reviewer if necessary.

Done

Select when the review is complete.

When you select the Done check box in the Review region and there is an associated action list item for the conversation, the system automatically sets the action to complete. The action can be verified on the Action History page (Accounts Receivable, Customer Accounts, Customer Information, Account Overview, Customer Action, and click the Action History link).

Note: The eBill Payment-generated online actions (ALRT, CALL, and FEBN) do not have a corresponding active Done check box on the Conversations page, as is normally seen in system-generated actions. An eBill customer may have multiple open conversation entries that require separate responses.

Supervisor Review

Select to create an action for the individual whose user ID you entered in the User field. If you have Receivables, the Condition Monitor process creates the action the next time that you run the process and sends the user notification.

Date and Review Days

Enter either a date in the Date field or the number of review days in the Review Days field to indicate the period in which a review should take place. If you enter a Review Days value, the Date field will show the current date plus the number of review days.

Status

Select a status for the review. Values are New, Incomplete, and Reviewed. This field is available only if you selected Supervisor Review.

Follow Up

Field or Control

Definition

Action

Select the type of follow-up action for the customer, such as CALL or VERIFY. When you press tab to exit this field, the system populates the User ID field with the user ID, and the Done check box becomes available so that you can specify whether the task is complete. You define follow-up actions on the Follow-Up Action page.

If you have Receivables, you can define rules for the Condition Monitor process to create an action on the customer action list for the follow-up action and to send a notification to the owner who is specified in the rule.

User ID

Enter the user ID of the person who creates the follow-up letter.

Done

This option is selected by the Follow Up Letter process (AR_FOLLOWUP) when all items that are associated with a correspondence are paid and the letter is printed.

Letter

If you are responsible for receivable activities, you can follow up a conversation by mail. Select F for the letter code. The system marks it as Done when it creates the letter. You create the letters by running the Follow Up Letters Extract process (AR_FOLLOWUP) and printing the Follow Up Letter report (ARX33004).

Note: To print the standard text within a follow-up letter, you must enter a promise amount, a promise date, and a review date on the Conversations page.

See Generating and Printing Follow-Up Letters.

Date

View the date that you created the follow-up letter.

Reference Amount

Field or Control

Definition

Amount

Enter the amount associated with the referenced items for this conversation.

This is an open field because all items being referenced in the conversation can be different that all outstanding items. In addition, the currency can be changed and the field is used for forecasting. Therefore, it is up to the user and the business process to determine how to populate the amount and currency fields.

Currency

Enter the currency for the value in the Amount field. The system automatically populates this field with the customer's base currency.

You can change this value if the promise amount currency and the base currency are different.

Promise Date

Enter the date by which you expect to receive payment. When a value is present in this field, the system no longer updates the Amount field if you change the referenced items.

Confidence

Select a confidence level for receiving the payment by the promise date. Values are High, Medium, and Low.

Keywords

Field or Control

Definition

Keyword1, Keyword2, and Keyword3

Enter up to three keywords to categorize conversations for easier retrieval. You define keywords on the Keywords page.

Conversation Entries

Add conversation entries for each conversation that you have with a customer and for each issue that is related to a conversation.

Field or Control

Definition

Origin

Displays the origin of the conversation entry. If the conversation entry is generated because a customer creates a Contact Us note in eBill Payment, the origin shows eBill. If the conversation entry is created in Receivables, the origin shows Internal. You must have eBill Payment installed to see this field.

Add Conversation Entry

Click to add a new row to the Conversation Entries scroll area.

Contact ID

Enter the customer contact information to record with whom you spoke. When you move out of the field, the system automatically populates the Telephone and Extension fields based on the information that you entered on the Contact Phone and Type page.

Send Email

Select to send a notification by email, upon saving the conversation entry, to the Email ID associated with the Contact ID. After sending the notification, the system deselects the Send Email check box. When you make updates to the same conversation entry in the future, you can opt to send an email notification at that time.

You must have eBill Payment installed to see this field. You must select the Customer Visible check box and enter a Contact ID value for this field to be active.

Customer Visible

Select if you want self-service users (customers, brokers, and salespeople) to view the conversation on the Receivables self-service pages.

Comments

Enter the text that you want to record for the conversation.

Spell Check icon

Click this icon to check the spelling of the comments entered.

Delete Entry

Click this button to delete a saved entry. The Delete Entry button is available only if the conversation entry was created through Receivables, the Visible check box is deselected, and the entry creator's user ID matches the user ID of the user deleting the entry. The button is inactive once you have assigned a Contact ID. In addition, you cannot delete or edit an entry that the customer created in eBill Payment.

Edit Entry

Click to edit existing comments.

Use the References page (CONVER_DATA2_SS) to link a conversation with a reference, such as an invoice, purchase order, or receivables item.

Image: Update Conversations - References page

This example illustrates the fields and controls on the Update Conversations - References page. You can find definitions for the fields and controls later on this page.

Update Conversations - References page

Field or Control

Definition

Include Closed Information

Select to associate closed items in Receivables with the conversation.

Qualifier

Select the type of reference to link to the conversation. Depending on the selection, additional fields appear where you enter the reference information. Values are:

BA: Enter a buying agreement ID.

BI: Enter an invoice, business unit, and customer.

CT: Enter a contract number, business unit, and customer.

D: Enter a document number in the Reference ID field.

I: Enter an item ID, business unit, and customer ID. Also enter an item line number if applicable.

L: Enter a bill of lading in the Reference ID field.

P: Enter a purchase order number in the Reference ID field.

PY: Enter a payment ID in the Reference ID field and also prompt for the business unit and customer.

QU: Enter a quote and prompt for an order number, business unit, and customer.

RM: Enter an RMA number, business unit, and customer.

SO: Enter a sales order number, business unit, and customer.

View Item Activity

Click to access the Item Maintenance component. Use the Item Activity page (ITEM_DATA2) to review or update details for a receivables item.

This link is available only if you select I for the qualifier.

Note: If you link items to conversations on the Item List page or on the Item Maintenance component and you have selected an item or multiple items, the system automatically populates the reference information.

Use the Attachments page (CONVER_DATA5_SS) to add, view, or delete conversation attachments, such as Microsoft Word™ documents, Microsoft Excel™ spreadsheets, and images.

Image: Update Conversations - Attachments page

This example illustrates the fields and controls on the Update Conversations - Attachments page. You can find definitions for the fields and controls later on this page.

Update Conversations - Attachments page

Field or Control

Definition

Attach

Click to attach a file to a conversation. After you select a file by using the Browse field, click Upload. The file name appears in the Attached File field.

Enter a description for the file, if needed.

Field or Control

Definition

Delete

Click to remove a file attachment from the conversation.

View

Click to open the attached file.

Use the Send Notification page (PT_WF_NOTIFY) to create an email notification with a link to the conversation.

Field or Control

Definition

To, CC (copy), and BCC (blind copy)

Enter the email addresses of the individuals to whom you want to send a URL for the conversation. The URL provides a link to the conversation.

Message

Enter text for the email message.