Collections Workbench Access and Population

You can easily access customer data on the workbench by searching for or entering a customer ID in the Collections Workbench header. When you enter the header information, your user ID is used to generate an action list in the Action List group box, which lists any actions assigned to you that apply to the selected customer. Customer detail information also appears for the selected customer in the Customer Details group box along with tabs on which you can review:

  • A credit profile of the customer.

  • Any payment activity by this customer.

  • A list of items purchased and the details regarding the purchase and payment of each item.

  • A list of conversations with this customer.

  • A history of correspondence with this customer in the form of statements and dunning letters

  • Customer aging details.

  • A multilevel customer hierarchy, which displays the item balance, past due balance, and credit limit for each customer in the hierarchy with rolled up information that customers defined within the hierarchy.

You can also leave some of the header information blank, such as the Unit field and the Customer ID field to display multiple customers who are associated with your user ID and have new or pending actions in the Action List group box. Instead of selecting a customer, you can select the Detail button for one of these action rows and display the customer detail for the customer associated with the action.

Conversations

You can record any conversation you may have with the customer while working on the Collections Workbench by clicking a link in the header of the Collections Workbench to add a new conversation or by selecting the Conversations tab on the workbench to add, review, or delete conversations concerning the selected customer. Conversations enable a collector to track and act on conversations and promises made by the customer. Conversations and promises are discussed in more detail in a discussion about the Conversations tab and in the PeopleSoft Order to Cash Common Information documentation.

See also Reviewing Conversations and Promises.

See also PeopleSoft Order to Cash Common Information: Entering and Reviewing Conversations.

Content Personalization

You can click the Personalize Content link in the header of the Collections Workbench and access the Personalize Content page, where you can determine if and how you want the Action List or Customer Details to appear on the Collections Workbench. You can also indicate if you want the message alert icon to appear next to the customer's name, which indicates that there are notes associated with the selected customer. These notes can be standard or custom and are printed on selected documents such as a bill of lading, a picking plan, an invoice, and more. They enable you to view what type of information has been sent to the customer, for example a reminder note, prior to your contacting them.

You can personalize the contents of the Customer Details group box by identifying the row and column where you want to add a specific field name in the group box after you select one of these field categories.

  • Activity Field

    When you select this field category and place your cursor in a specific row and column, you can select from field names such as Broken Promises, Credits, Kept Promises, In Process Payments and more. When you select a field name, that selected field name appears in the row/column location of the Customer Details group box with a value next to it.

    For example, a customer has 4 broken promises and you want to display the number of broken promises in the Customer Details group box on the Collections Workbench., If you select the Activity Field for the category, click the Search icon in Row 1, Column 1, and select the field name Broken Promises, when you return to the Collections Workbench page the field name Broken Promises will appear in Row 1, Column 1 in the Customer Details group box and the system displays 4.0 as the number of broken promises that exist for the selected customer.

  • Balances Field

    This field works the same way as the Activity Field. However, the field names produced by the online search are different. Some of the fields names for the Balances Field category are Balances, Collections, Deductions, Deposits and more. The system will display the value associated with the selected field name in the selected column and row on the Customer Details group box.

  • General Field

    This field also works the same way as the Activity Field. However, some of the field names that you can select are AR Specialist, Bill to Address, Collection Date, Collection Status and more.

  • Metric Field

    This field also works the same way as the Activity Field. However, some of the field names that you can select are Prior History Day, Prior Avg Days Late, Prior Current Date, Prior DSO 30, Prior DSO 90 and more.

  • User Field

    These are fields that you define specifically based on the needs of your organization. You can set up user-defined fields using instructions in the PeopleSoft Receivables and PeopleTools. documentation.

    See PeopleTools: PeopleSoft Application Designer Developer's Guide.

This table is an example of Summary Information entered on the Personalize Content page. A Field Name and Category are selected for 3 columns and five rows.

Row/ Column Column 1 Field Name (Category) Column 2 Field Name (Category) Column 3 Field Name (Category)

Row 1

Bill To Address 1 (General)

Balance (Balances)

Primary Contact (General)

Row 2

Bill To City (General)

Past Due (Balances)

Contact Title (General)

Row 3

Bill To State (General)

Credit Limit (General)

Contact Phone (General)

Row 4

Last Payment Date (Activity)

Risk Score (General)

Contact EMail (General)

Row 5

Last Payment Amount (Activity)

Broken Promises (Activity)

Last Statement Date (Activity)

This diagram displays how the information entered on the previous example table appears in the Customer Details group box on the Collections Workbench page for the selected customer, in this example Customer 1000.

This example illustrates the fields and controls in the Customer Details group box on the Collections Workbench.

Collections Workbench - Customer Details group box results based Personalize Content example

You can also personalize the tabs that appear on the Collections Workbench page. You can rename the tabs and change the order of the tabs. The content of the data that appears on each tab is system-defined. The system-defined tab labels are:

  • Credit Profile

  • Items

  • Aging

  • Corporate Accounts

  • Payments

  • Conversations

  • Correspondence

  • Contracts

  • Direct Journal Payments

See PeopleSoft Order to Cash Common Information: General Information - Notes Page.