Reviewing Conversations and Promises

Use the Conversations page (CONVER_DATA1_SS) to view and update existing conversations and promises in PeopleSoft Receivables.

Navigation:

Accounts Receivable > Customer Interactions > Conversations > View/Update Conversations > Conversations

This example illustrates the fields and controls on the Conversations page, including a promise of payment.

This example illustrates the fields and controls on the Example of a Conversations page with promise of payment (2 of 2).

See Understanding Conversations.

Use the search page in the Follow-Up Action Needed component (CONVR_QRY_FOLLOW) to search for Conversations with incomplete follow-ups.

Navigation:

Accounts Receivable > Customer Interactions > Conversations > Follow-Up Action Needed

This example illustrates the fields and controls on the Follow-Up Action Needed search page. You can find definitions for the fields and controls later on this page.

Enter the search criteria to search for regular conversations and promise date conversations that have incomplete follow-up actions. The user assigned to the action has not selected the Done check box in the Follow Up group box on the Conversations page. The system lists these conversations in the search results. Click the appropriate conversation's link to open the Conversations page.

This example illustrates the fields and controls on the Conversations page with follow-up action needed.

The user can then perform the required follow-up action and select the Done check box in the Follow Up group box to indicate that this follow-up action has been completed.

When actions are marked as complete on the Conversations page, the system updates the corresponding action on the Owner Action List page (Accounts Receivable, Customer Interactions, Actions, Owner Action List, Owner Action List). This applies to actions associated with the Conversation Follow Up (CFLU) condition on standard Conversations, as well as with the Customer Promise Date Review (CPDR) and Customer Promise Date Broken (CPDB) conditions on Promise Conversations.

See Entering and Reviewing Conversations.

Use the Conversation Review Needed search page in the Review Needed component (CONVR_QRY_CALL) to search for regular conversations where a review was not completed by the review date.

Navigation:

Accounts Receivable > Customer Interactions > Conversations > Review Needed

Enter the search criteria to enable the system to search for conversations in which the Done check box for the follow up action was not selected. A list of conversations where the follow-up action need to be reviewed displays. Click the conversation link that you want to review. The selected conversation appears on the Conversations page. You can review, add to, or update the fields on this Conversations page.

Use the search page in the Promise Date Review Needed component (CONVR_QRY_PROMISE) to search for promise date conversations for which a review based on the promise date has not been completed.

Navigation:

Accounts Receivable > Customer Interactions > Conversations > Promise Date Review Needed

Enter the search criteria to enable the system to search for and review promise conversations that have not been reviewed and marked as done. A list of promise date conversations that have promise dates need to be reviewed and possibly modified displays. Click the conversation link that you want to review. The selected promise date conversation appears on the Conversations page. You can review and modify the fields on this Conversations page as necessary.

Use the search page in the Broken Promises Review Needed component (CONVR_QRY_BROKEN) to search for the promise date conversations for which the promise was broken.

Navigation:

Accounts Receivable > Customer Interactions > Conversations > Broken Promises Review Needed

Enter the search criteria to enable the system to search for promise date conversations that have broken promises where a broken promise action is needed and the Done check box is not selected. A list of promise date conversations that have broken promises displays. Click the conversation link that you want to review. The selected promise date conversation appears on the Conversations page.

Use the search page in the Supervisor Review Needed component (CONVR_QRY_REVIEW) to search for regular and promise date conversations that have the Supervisor Review check box selected.

Navigation:

Accounts Receivable > Customer Interactions > Conversations > Supervisor Review Needed

Enter the search criteria to enable the system to search for regular and promise date conversations in which the Supervisor Review check box has been selected. A list of conversations that have the Supervisor Review check box selected displays. Click the conversation link that you want to review. The selected conversation appears on the Conversations page. You can review and modify the conversation as necessary, as well as change the status of the supervisor's review.

Use the Conversations By Keyword search page in the Search By Keyword component (CONVR_QRY_KEYWORD) to search for conversations based on keywords identified on the Conversations page.

Navigation:

Accounts Receivable > Customer Interactions > Conversations > Search By Keyword

Select a keyword that applies to conversations that you want to review. You set up keywords for conversations on the Conversations page.

Use the Promise Date Inquiry page (CWB_PROMISEINQ) to review promised date conversation information.

Navigation:

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.

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.

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.