Customers

Overview: Use the Customer page to review orders placed by the specified sold-to customer. From this page, you can select an order for review and maintenance, update the customer information as well as advancing to Order Entry.

For technical and concept information see the Technical Guide.

The following options are available regarding customers. Use the following links to learn about the different sections of the Customer page.

• Customer Information Panel

• Edit Customer Information

• Customer Order List

• Customer Items List

• Customer Additional Data List

• Customer Purchase History List

• Customer Loyalty List

• Additional Customer Data Options

How to display:

• Perform a customer search on the Search for Orders or Customers page when only one customer is found.
• Select a customer on the search results at the Search for Orders or Customers page.
• Click the Customer Summary Fields in the Order Summary Panel in order entry.
• Click the sold-to customer name and number at the Sold-To Panel of the Order Summary page.
• Select a customer on the Held Orders page.

Navigation:

You can navigate directly to the Customer screen from Order Inquiry links in certain screens in Classic View (Work with Customer Action Notes (WCAN), and Work with Customers (WCST). If you switch back to Classic View, you are returned back to the original screen (WCAN or WCST) and company in Classic View.

When you first advance to the Customer page, customer orders display in descending order date (newest to oldest), and within order date, by descending order number sequence.

Customer Tab: The customer’s name displays in the page tab for the Customer page. If the customer does not have a last name, the first ten positions of the company name display as the tab title.

Customer Page Title: The title of the page usually displays the customer’s name in first name, last name display with the Customer Number is in parentheses. When the Purchase History tab is available, this is the Customer Engagement ID. If a customer name does not exist, the title of the page displays the customer’s company name. Also on the title bar is the Create Order option and More Options () menu containing Additional Customer Data Options.

Customer Information: The left side of the Customer page is the Customer Information Panel. Here you can view or edit the customer’s details. This panel also allows you to Review Frequently Purchased Items and Manage the Address Book.

Lists available to display: The following lists are available from the Customer page:

• Orders tab: The Orders tab is selected by default at this page when you select a customer and displays the Customer Order List containing all orders placed by the specified sold-to customer on the main panel.

• Items tab: Select this tab to display the Customer Items List.

• Purchase History tab: Select this tab to display the Customer Purchase History List. This information is provided by Customer Engagement, and the Purchase History tab is available only if the ORCE Customer Integration (L37) system control value is set to INTERACT.

• Loyalty tab: Select this tab to display the Customer Loyalty List. This tab is available only if the ORCE Customer Integration (L37) system control value is set to INTERACT, and the Use ORCE Loyalty (M06) system control value is selected.

Additional Customer Options:

• The Refresh button allows you to reload the data on the current tab.

• The + Create Order button advances you to the Enter or Verify Customer Information step in Order Entry.

• The More Options ellipsis menu () next to the Create Order option on the title area of the Customer page provides additional customer data options. Clicking on a menu option opens as its own drawer. See Additional Customer Data Options for more information on each drawer.

Customer Additional Data List

Overview: The Additional Data tab at the Customer page centralizes customer-related fields, offering streamlined access and edit capabilities based on user permissions.

How to display: Select the Additional Data option on the Customer page.

Note:

In order for the Additional Data secured feature to be visible, it must be set to ALLOW, DISPLAY or EXCLUDE. The value can be set on the following screens:

• User: Work with Users (WUSR)

• User Class: Work with User Classes (WUCL)

• Company-wide: Work with System Values/Features (WSYS):  It will be set to DISPLAY by default.

For more information:

• Fields on Customer Additional Data List for a description of the fields on the Additional Data tab.

Fields on Customer Additional Data List

Purpose: The following information displays on the Additional Data tab.

• Associate Price: Select to identify the customer as an associate.

  • Associate Price is available only when selected to display in the Work with Contact Center Field Display (WWCC) menu option.

  • The Change Associate Customer? in the Cust Sold (B10) secured feature controls whether you can change the value. If allowed, this field will be enabled; if excluded, the field will be display only.

• Automatically Cancel Backorders: Select to automatically cancel backorders. Renamed the field label from Auto Cancel B/O in Classic View Customer page.

• Birth Date (Birth Month/Day): Grouped edit for Birth Month and Birth Day; displays only when ORCE Customer Integration (L37) system control value is INTERACT.

• Bypass Reservation: Select to bypass reservation for the customer.

• Call Code: Values are defined in Work with the Mail/Call Code (WMCC) menu option.

• Commercial: Select to set as a commercial customer.

• Current Mail Type: Values are Buyer, Catalog Request, List Rental, Recipient and Suspect or Prospect.

• Current Source: Values are defined in Work with Source Codes (WSRC) menu option where Display in O/E is set to Yes, and Restricted is set to No. A valid source code can be manually entered and saved when Restricted is set to No.

• Custom Data: Grouped edit for Custom Data 1 to 4.

• Custom Type: Renamed the field label from ‘Type’ in Classic View Customer page.

• Customer Class: Values are defined in Work with Customer Classes (WCCL) menu option. This is also available through the Create/Edit Customer pages.

  • Customer Class is available only when selected to display in the Work with Contact Center Field Display (WWCC) menu option.

  • A value is required when the Require Customer Class (H85) system control value is selected.

  • The Maintenance of the Customer Class Field (B07) secured feature controls whether you can change the value. If allow, the field will be enabled; if exclude, the field will be in display only.

• Customer Discount Percent:

  • Customer Discount Percent is available only when selected to display in the Work with Contact Center Field Display (WWCC) menu option.

  • The Access Customer Pricing/Discount Fields (J13) secured feature controls whether you can change the value. If allow, the field will be enabled; if exclude, the field will be in display only.

• Do Not Fax: Select to allow a fax to be sent to the customer.

  • Do Not Fax is available only when the Third Phone Number Type (L53) system control value is set to FAX.

• Email Opt-In: Values are Email order and promotion information, Email order information only, Do not email and Do not ask for email address.

  • Also available through the Create/Edit Customer pages.

  • Updates both the customer sold to and the primary customer sold to email records.

• Fraud Check: Values are Hold, Bypass and Fraud.

• Inactive: Select to set as an inactive customer.

• Language: Values are defined in Work with Language Codes (WLAN) menu option.

• Mail: Select to send the customer future catalogs. This is also available through the Create/Edit Customer pages.

• Mail Code: Values are defined in Work with Mail/Call Code (WMCC) menu option.

• Original Mail Type: Values are Buyer, Catalog Request, List Rental, Recipient and Suspect or Prospect. Display only field.

• Original Source: Values are defined in the Work with Source Codes (WSRC) menu option where Display in O/E is set to Yes, and Restricted is set to No. A valid source code can be manually entered and saved when Restricted is set to No.

• Price Column:

  • Price Column is available only when selected to display in the Work with Contact Center Field Display (WWCC) menu option.

  • The Access Customer Pricing/Discount Fields (J13) secured feature controls whether you can change the value. If allow, the field will be enabled; If exclude access, the field will be in read-only.

• Price Group: Values are defined in Work with Customer Price Group (WCPG) menu option.

  • Price Group is available only when selected to display in the Work with Contact Center Field Display (WWCC) menu option.

  • The Access Customer Pricing/Discount Fields (J13) secured feature controls whether you can change the value. If allow, the field will be enabled; If exclude access, the field will be in read-only.

• Rent: Select to rent the customer’s name. This is also available through the Create/Edit Customer pages.

• Reserve Warehouse: Values are defined in Work with Warehouses (WWHS) menu option where Allocatable is set to Yes.

• Sales Representative: Values are defined in Working with Sales Representative (WSLS) menu option. Sales Representative is available only when selected to display in the Work with Contact Center Field Display (WWCC) menu option.

• Seed: Set to Yes when this is a seeded customer. Only available as display only.

• Suppress Sales Representative Email Notifications: Select to send the Outbound Email XML Message (CWEmailOut) to the Sales Representative associated to the customer.

• Track Item History: Values are No Item Tracking, Sold To Tracking Only, Sold To + Ship To Tracking.

Note:

A user must have ALLOW or DISPLAY access to the Allow Edit of Customer Additional Data in Modern View (J15) secured feature to access the Additional Data tab in the Customer page.

Customer Actions and Notes Details Drawer

Overview: The Customer Actions and Notes Details drawer at the Customer page is used to enter and track customer issues regarding an order.

How to display: From any tab on the Customer page, click the icon and select Customer Actions.

For more information:

• See Customer Actions and Notes Options for step-by-step instructions on the actions you can perform on the Customer Actions and Notes Details drawer.

• See Fields on Customer Actions and Notes Details Drawer for a description of the fields on the Customer Actions and Notes Details drawer.

Customer Actions and Notes Options

Purpose: You can perform the following actions at the Customer Actions and Notes Details Drawer.

• Add Customer Action and Notes

• Add Note

• Edit Note

• Delete Note

For more information:

• Customer Actions and Notes Details Drawer
• Fields on Customer Actions and Notes Details Drawer

Add Customer Action and Notes

Add Customer Action and Notes enables users to enter the customer action and additional notes and information as needed.

1. When in the Customer Action drawer, click the + Add Action button. A new drawer is displayed, labeled as Add Customer Action and Notes.

2. From the Add Customer Action and Notes drawer:

   • Customer Action: Enter the description of the action.

   • Reason: Select the reason for the customer action note. These reasons are defined in Work with Customer Action Reasons (WCAR).

   • Assignee: Select the assigned user who will work on the customer action.

   • Notes: Click the Add Note button to add a note to the action. See Add Note. This field is optional. Users can still create an action without a note.

3. Click OK to save the action.

Add Note

Add Note enables users to enter any notes surrounding a customer action. Multiple notes can be added to a single customer action

1. When on the Customer Action drawer, click the in the Notes panel of the drawer. If there is already a note assigned to this action, the icon will be replaced with +Add Note.

2. From the Add Note drawer, enter the note.

3. Click OK to save the note.

Edit Note

Edit Note enables users to make updates to any notes surrounding a customer action.

1. When on the Customer Action drawer, click the next to the note and select Edit.

2. From the Edit Note drawer, update the note.

3. Click OK to save the note.

Delete Note

Delete Note enables users to delete a note associated with a customer action.

1. When on the Customer Action drawer, click the next to the note and select Delete.

2. From the Confirm Delete drawer, click OK to delete the note.

Fields on Customer Actions and Notes Details Drawer

Purpose: The following fields are available for display on the Customer Actions and Notes Details drawer.

Address History

The Address History feature has been introduced for both Customer and Address Book records, enabling users to easily review historical changes to the specific name, address and phone information. This includes all previous addresses, with the user and the date it was updated, along with what area of the application the change was made through.

Changes made to the Prefix, Suffix, Company Name and Country now write an address history record for the Customer.

This is also available through the Classic View Display Address Changes screens accessed through the Work with Customer (WCST) Customer Address Change History screen and the Customer Ship To > Prev Address screen.

Alternate Customer Numbers

To provide a more transparent view of customer identification, the Customer page displays the following customer numbers in the Customer Information Panel:

• Customer Engagement Customer ID:

  • Available only when the ORCE Customer Integration (L37) system control value is INTERACT. If the customer has not been synchronized to Customer Engagement, a value of ‘None’ is displayed.

• Order Administration Customer ID:

  • Available only when ORCE Customer Integration (L37) system control value is INTERACT. When Customer Engagement is not enabled, the customer id in the title is always the Order Administration Customer ID.

• Primary Alternate Number:

  • The Primary Alternate Number field is located in the left navigation panel of the Customer page, above the Frequent Purchases section.

    • The field label can be customized by populating a value in the Alternate Customer Number Label Description (H95) system control value.

    • Primary Alternate Customer is available only when Alternate Customer is selected to display in the Work with Contact Center Field Display (WWCC) menu option.

    • If an Alternate Number has not been defined as Primary, a value of ‘None’ is displayed.

  • An alternate customer number can be assigned as Primary through the Alternate Numbers drawer.

    • Click the Star icon next to a record to set as primary. When the primary is changed, this immediately updates the customer record.

    • Click the Delete icon to remove an alternate number. If also the primary, the Primary Alternate Customer is updated to display ‘None’ on the Customer page.

    • The Change Alternate Customer # in Cust Sold (B11) secured feature controls whether you can set, update, or delete a primary number. If allow, the primary can be updated or deleted; otherwise, the star icon is not available, and an error is displayed for delete. Non-primary numbers can be deleted regardless of this setting.

Customer Actions

Users can access and manage customer actions directly from the Modern View Customer page. The drawer allows for the viewing, addition, and management of customer issues in a streamlined interface.

This is also available through Classic View screens accessed through Work with Customer (WCST) Customer Actions or Work with Customer Action Notes (WCAN).

Add/Edit Actions and Notes: Users can create new customer actions and add detailed notes. The edit functionality allows modification of action details, reasons, assignees, and associated notes, with all changes validated for required fields such as action description and reason.

Status Management: Customer actions have clear status progression, with the ability to move actions from Open to In Process to Resolved via dropdown selections. Once marked Resolved, no further changes to status are permitted, and the record becomes read-only.

Assignee Dropdown: Actions can be assigned to any user with access to the company. The assignee field is editable unless the action is resolved, at which point it becomes read-only.

Authority Controls: Editing and deleting notes/actions is only permitted for users with the appropriate secured feature authority. All users can view actions and notes by default.

• Change Customer Action Notes Description (A93)

  • Controls: Ability to edit the "Action Description" field within a Customer Action. When this permission is excluded, users cannot update the action description. When allowed, users can edit the description for actions in “Open” or “In Process” status. The field is always disabled for resolved actions.

• Delete Customer Action Notes (A96)

  • Controls: Access to delete a Customer Action from the main Customer Actions drawer. When this permission is excluded, the “Delete” option is hidden on the ellipsis menu. The “Delete” option is visible in the ellipsis menu only if the action status is "Open" or "In Process." Deletion is restricted for resolved actions.

• Change Customer Action Notes Status/Work in Process (A97)

  • Controls: Grants users the ability to change the status of a Customer Action to “In Process.” When this permission is excluded, the “In Process” option is hidden on the ellipsis menu. In the main Customer Actions drawer, users will only see the "In Process" option when the action is currently "Open." The status dropdown in the details drawer aligns to these rules; if access is excluded, attempts to change status will prompt an error and disable confirmation.

• Change Customer Action Notes Status/Resolve (A98)

  • Controls: Authorization to resolve a Customer Action. The "Resolve" option will only display in the main drawer or details screen if the action is “Open” or “In Process.” For users without this authority, the "Resolve" control is disabled.

• Add Customer Action Detail Notes (A94)

  • Controls: Permission to add a note within the Add Customer Action and Notes process. Users without this authority will not see the "+ Add Note" button in the notes table.

• Change Customer Action Detail Notes (A95)

  • Controls: Permission to edit or delete notes associated with a Customer Action. When excluded, the edit and delete options in the notes table are hidden. When allowed, users can edit and delete notes as needed.

Catalog History

The Catalog History feature enables users to easily review offer mailings directly from the Customer page.

Catalog History is available only when selected to display in the Work with Contact Center Field Display (WWCC) menu option.

Duplicate Address Check

When creating a new Address Book record, the system now checks for a duplicate record using the Standard Match Code logic defined in Setting Up Match Codes (MMCH) menu option.

If a duplicate is found, the system will open a drawer where you can continue creating the address book record or select to update a matching record that already exists.

Items

Order Quantity is available on the Items tab of the Customer page to allow a user to quickly identify how many units of that item was ordered.