Managing Customer Conversations and Promises on the Collections Workbench

Page Name

Definition Name

Usage

Conversations Tab

COLLECTION_WRKBNCH

View a conversation's details related to the selected customer or contract values.

Filter Conversations Page

CWB_CONVFILTER_SEC

Click the Filter Conversations link on the Conversations tab to select attributes to narrow your search for existing customer conversations.

See the Conversations Tab for more information.

Customer Contacts Page

CWB_CUSTCONT_SEC

Click the Update Contacts link on the Conversations tab to display the contacts associated with this customer and enables you to click links for calling and sending the contact an email. You can also click a link to access the Contact page for the selected contact, as well as click a link to add a contact.

See the Conversations Tab for more information.

Promise Date Inquiry Page

CWB_PROMISEINQ

Click the Promise Inquiry link on the Conversations tab to search for and display promises associated with a selected customer.

See Reviewing Conversations and Promises for more information.

Use the Conversations tab (COLLECTION_WRKBNCH) to view a conversation's details related to the selected customer or contract values.

Navigation:

Select the Conversations tab on the Collections Workbench.

This example illustrates the fields and controls on the Conversations tab (Detail 1). You can find definitions for the fields and controls later on this page.

 Conversations tab (Detail 1 fields) on the Collections Workbench page

This example illustrates the fields and controls on the Conversations tab (Detail 2). You can find definitions for the fields and controls later on this page.

 Conversations tab (Detail 2 fields) on the Collections Workbench page

You can view conversations for inactive customers as well as for active customers here on the Conversations tab of the Collections Workbench or from pages in the Conversations component. Other pages show only conversations for active customers. Conversation details for inactive customers are read-only.

Field or Control

Description

Filter Conversations

Click this link to access the Filter Conversations page (CWB_CONVFILTER_SEC), where you can select or enter attributes to narrow your search for conversations associated with the selected customer and display them in the Conversations grid on the Conversations tab of the Collections Workbench.

Add Conversation

Click this link to access the Conversations page (CONVER_DATA1_SS), where you can add a new conversation. The SetID, Business Unit, and Customer ID fields are populated based on the selected customer. You can add new conversation entries by clicking the Add Conversation Entry button on the Conversation page. You can add new conversations for active customers only.

See Conversations Page.

See Setting Up Promise Date Options for a Customer.

Update Contacts

Click this link to access the Customer Contacts page (CWB_CUSTCONT_SEC), which lists the name of each contact associated with the selected customer. You can perform these activities from this page:

  • Click the link associated with a contact's name to access the Contact page and maintain the selected contact's information.

    See Setting Up and Maintaining Contacts.

  • Click the Telephone icon on a customer contact row and the system will automatically dial this customer contact's phone number.

    Important! This icon will only appear if Computer Telephony Integration (CTI) is activated and the user is a CTI user.

  • Click the contact's email address, which enables you to create and send an email to the customer contact.

  • Click the Add a New Contact link to access a blank Contact page, where you can add a new contact for the selected customer.

Conversations Report

Click this link to access the Customer Conversations run control page (RUN_ARXCUSTCONVER) to run a report that lists the conversations for a customer for a specified period of time.

See also PeopleSoft Receivables Reports: A to Z.

Conversations grid

The conversations associated with the selected customer based on your search criteria are listed on this grid. You can click on the link associated with a Conversation Date to access the Conversations page of the Conversations component, where you can review and update the details about the conversation associated with the selected Conversation Date.

See Understanding Conversations.

Use the Promise Date Inquiry page (CWB_PROMISEINQ) to search for and display promises associated with a selected customer.

Navigation:

  • Click the Promise Inquiry link on the Conversations tab of the Collections Workbench.

  • Accounts Receivable > Customer Interactions > Conversations > Promises Inquiry > Promise Date Inquiry

This example illustrates the fields and controls on the Promise Date Inquiry page. You can find definitions for the fields and controls later on this page.

 Promise Date Inquiry page (1 of 3)

This example illustrates the fields and controls on the Promise Date Inquiry page. You can find definitions for the fields and controls later on this page.

 Promise Date Inquiry page (2 of 3)

This example illustrates the fields and controls on the Promise Date Inquiry page. You can find definitions for the fields and controls later on this page.

 Promise Date Inquiry page (3 of 3)

Field or Control

Description

Search Promises group box

Select or enter the attributes that will narrow your search for promises made by a customer.

Display Options group box

Click on one of these options to determine how you want the promises to appear on the Promises list.

  • Show All

    When you click the Search button, the system return all conversations based on the search parameters that you entered and display all promise conversations.

  • Group by Collector

    When you click the Search button, the system will group conversations by collector and display the summarized information for each collector.

  • Group by Customer

    When you click the Search button, the system will group conversations by customer and display the summarized information for each customer.

  • Group by Supervisor

    When you click the Search button, the system will group selected conversations by supervisor and display the summarized information for each supervisor.

  • Group by Business Unit

    When you click the Search button, the system will group conversations by business unit and display the summarized information for each business unit.

Promisesgrid

When you click the Search button, promise information and associated details display based on your selection of the search criteria and your selection of a display option.