Setting Up Customer Support Personnel

To define support team members, member types, and members, use the Support Team Members, Member Type, and Member components.

Use the MEMBER_PERSON1_CI, MEMBER_TYPE_TBL_CI, and TEAM_MEMBER_TABLE_CI component interface to load data into the tables for the components.

This section discusses ways to set up customer support personnel.

Page Name

Definition Name

Usage

Team Member Types Page

MEMBER_TYPE_TABLE

Define team member types, such as account managers, customer support, and sales managers. Commission information is assigned to the individual team members within the type by default.

Team Member Personal Data - Member Data

MEMBER_PERSON1

Identify a team member's personal data and other information.

See Defining Customer Billing Contacts

See Also Setting Up Action Owners

Team Member Personal Data - Member Commission Page

MEMBER_PERSON3

Define individual team member criteria. On the individual team member level, specify commission distribution criteria and, if necessary, override commission information that is established at the team member type level.

Team Member Personal Data - Member Address

MEMBER_PERSON2

Enter team member address information.

Support Team Members Page

TEAM_MEMBER_TABLE

Establish teams after defining individual team members. Associate with ship to customers, quotes, and sales orders.

Use the Team Member Types page (MEMBER_TYPE_TABLE) to define team member types, such as account managers, customer support, and sales managers.

Commission information is assigned to the individual team members within the type by default.

Field or Control

Definition

Commissionable

Select to make the Default Commissions Data fields available.

Is this a Sales Person?

Select if the team member type is a salesperson.

Commission Schedule

Select if the commission is based on a schedule. Use the Basis field to indicate whether the amount shipped (Shipment) or the amount booked (Bookings) is used to identify the appropriate commission rate on the Member's Commission Schedule page.

Commissioned Member

Select if the commission is based on a straight percentage. Use the commission percentage to enter the percentage. Commissions based on percentage are reported against the amount booked.

Use the Team Member Personal Data - Member Commissions page (MEMBER_PERSON3) to define individual team member criteria.

On the individual team member level, specify commission distribution criteria and, if necessary, override commission information that is established at the team member type level.

The personnel who are involved in customer support are called team members, and each member may be in a commissionable or noncommissionable role. You assemble members into teams that can be associated with ship to customers, quotes, and sales orders.

Field or Control

Definition

Team Member Type Code

When you select an option, the Commissionable option appears by default from that team member type, as does the Default Commission Pct Source (default commission percent source) and either the Basis or the Commission % field, depending on which commission percentage source you select on the Team Member Types page. You cannot change the Commissionable option here, but you can change any of the other default information.

Important! If you change the team member type code for a team member to a type code with a different commission status, the status changes on all of their existing sales orders. If you want the team member's existing orders to keep the original type code, you must enter the team member with a new team member ID that references the new type code.

Distribution Percent

For commissionable members, indicate when their sales commissions are payable. You can enter any fraction of 100 percent for each milestone, but the total of the values entered cannot exceed 100. These fields are informational only.

Note: Because the algorithms that are used to calculate commissions vary greatly, this PeopleSoft application enables you to define commission percentages and track their application. The actual computation of commission amounts is up to you.

Use the Support Team Members page (TEAM_MEMBER_TABLE) to establish teams after defining individual team members.

Associate with ship to customers, quotes, and sales orders.

Field or Control

Definition

Team Member

Select from the list that is established on the Team Member Personal Data page.

Short Description

View the member type that is associated with each team member on the Team Member Personal Data - Member Commissions page.

Manager

Select only one for the team.

Priority

View which account member is the primary person for the account. The team member with the highest priority is referenced in reports and inquiries.

Note: Multiple team members who are also categorized as salespersons can be added to the team. However, you can have only one team member who is a salesperson selected as the highest priority member of the team. Be sure that the person who is selected as the 001 priority member is actually a member who was identified as a salesperson on the Team Member Types page. If not, you may have the wrong salesperson referenced on PeopleSoft Billing and Receivables documents.