Managing Credit, Collections, and Exceptions

This chapter lists prerequisites and common elements and discusses how to:

Monitor conditions.
Assign actions and send notification.
Manage action owner assignments.
Work with actions.
Generate additional workflow notifications.
Obtain Dun and Bradstreet information for a customer.

Generating Correspondence

Prerequisites

Before managing exception and collection issues, perform these tasks:

Set up your system for exception and collection management.
Define correspondence options.
Define collection options for your installation.

Setting Up Correspondence Options

Defining Receivables Installation Options

Common Elements Used in This Chapter

Action or Action Code	Activity that an individual or the system performs when a customer or item violates a condition. For example, placing a customer on credit hold or generating a dunning letter.
Action Parameter	Value to use when the system performs the action. On some pages, you can provide a value. For Send a dunning Letter (DLTR), enter a letter code. Note. To use the letter assigned to the action, you must assign a customer a dunning ID that uses an Dunning by Action List dunning method. Otherwise, the system uses the letter codes based on the rules for the dunning ID. For Place a hold message on a customer (HOLD), enter a message code. For Send a follow-up letter (OLTR), enter a letter code. For Refer to a collection agency (REFR), enter a collection code.
Action Template	Template that provides an escalating plan for actions based on the age of the violation.
Assign To or Action Owner	User ID of the action owner assigned to work with the action item.
Condition or Condition ID	Change of status in a customer's account, such as reaching a credit limit or exceeding a user-defined balance. A condition also occurs when specified item types meet user-defined criteria.
Due Date	Date by which the action should be performed.
Search	Click to populate a grid with data that matches your search criteria.

Monitoring Conditions

This section provides an overview of the Condition Monitor Application Engine process (AR_CNDMON) and discusses how to run the Condition Monitor process.

Understanding the Condition Monitor Application Engine Process

The Condition Monitor process scans customer and item information to determine whether their current condition should trigger an action plan.

When you run the process, you specify which customers to include in the run:

All customers for a setID.
All customers in a customer group.
Individual customers.

This process performs four primary functions:

Selects and loads customers, items, balances, and rules to monitor.
Checks collection and assessment rules to determine if customers or items have violated the conditions being monitored in the rules.
Updates the application tables.
Processes automated actions.

Selection and Load Process

The Condition Monitor process analyzes the schedules, customers, items, and rules to determine what to monitor. The process selects customers who meet the criteria specified on the Condition Monitor page. The process also selects all rules scheduled to be monitored on the current day as well as rules that were scheduled to run between the current day and the last time that you ran the process. The process runs user-defined schedules only if they match the run day.

The process matches the customers and items with the appropriate rules and loads the rules into a temporary table.

The process applies the rules at the lowest specified level, even if the rule at the customer or customer group level is on a schedule that does not meet the criteria for the current run. For example, a rule set to process weekly at the customer level is not overridden by a rule set to process daily at the setID level.

The process collects data specific to each customer (such as credit limit). The process loads customer balances into a temporary table and makes adjustments for unapplied payments, in process payments, and for disputed amounts, based on your installation options.

The process loads the items used for rules that use item-level conditions, such as Entry Type/Reason Code or deduction item.

The process loads the action owners—collectors, credit analysts, receivables (AR) specialists, and sales people—into temporary tables.

Collection and Assessment Rule Processing

The Condition Monitor process analyzes each assessment rule and compares the rule parameters to the specific data related to each condition. The process inserts any rule violations into a temporary table. The process compares the violations in the temporary table with existing violations. If the violation is new, it places the actions for the action template in the Temporary Action Process table (AR_CM_PRC_TAO).

The Condition Monitor process also analyzes all collection rule violations and loads them into a temporary table. It deletes any violation in the temporary table that has an existing action plan, unless you enabled the escalation feature on the Installation Options - Receivables page. If the new violation has a higher priority action template, the process removes current actions and future pending actions and inserts new actions based in the new action template into the Action Process table (PS_AR_ACTION_PRCS).

Application Table Updates

The Condition Monitor analyzes the temporary table that contains rule violations, and inserts new records into the Action Process and Action List (PS_ACTION_LST) tables.

The process also:

Cancels existing actions, if the condition violation no longer exists.
Assigns action owners.
Loads and updates the Action List table from the temporary action list.
Evaluates the existing action dates in the Action Process table for customers and items to determine whether to move an action to the Action List table.
Calls the WF_FUNCTION, which triggers workflow processing to send emails to action owners that notify them of new actions.

See Delivered Workflows for Receivables.

Automated Action Processing

The Condition Monitor process performs any actions that are flagged as Automatic. For noncorrespondence actions, such as Hold, the Condition Monitor process updates the appropriate data in the database. If the action produces correspondence, such as a dunning letter or statement, the process inserts a record in the Condition Monitor Correspondence Interface table (PS_CM_CRSPD_IFC) that includes the type of action, such as Send Follow Up Letter, and sets the process flag on the record to Y.

Note. The Condition Monitor process automatically calls the processes to generate the correspondence for all actions whose process flag is Y. If a customer has multiple actions for the same type of correspondence—for example, two actions to generate dunning letters—the system generates the dunning letters for the most recent action.

Page Used for Condition Monitoring

Page Name	Object Name	Navigation	Usage
Condition Monitor	RUN_AR_CNDMON	Accounts Receivable, Customer Interactions, Actions, Condition Monitor, Condition Monitor	Define the run parameters for the Condition Monitor process.

Running the Condition Monitor Process

Access the Condition Monitor page.

Specify the level to be monitored. Monitor by SetID, Customer Group, or Customer.

Anchor Date, Anchor Currency, and Anchor Rate Type

Enter the date, currency code, and rate type used to convert monetary amounts to a common currency for comparison purposes. If you leave these fields blank, the process uses the current date, format currency for the user—who created the run control—in user preferences, and the rate type for the business unit.

Assigning Actions and Sending Notification

This section provides an overview of action assignments and notification and discusses how to assign actions to items.

Understanding Action Assignments and Notification

The Condition Monitor process assigns actions to individuals based on the type of action owner in the condition definition and the individual assigned to the customer or item. For example, if the assigned owner for a deduction item condition definition is AR Specialist, the system assigns the action for the deduction item to the AR specialist on the item. As another example, if the assigned owner for the Collection condition is collector, the system assigns the collector assigned to the customer to the action.

Note. If you selected the Allow Business Unit Monitoring check box on the Installation Options - Receivables page, the Condition Monitor process groups all open items for the business unit and collection customer combination together. If all these transactions have the same value in the action owner field, it uses that value for the assigned action owner. Otherwise, it assigns the owner based on the collection customer.

You can also assign actions to items online, using the Item Action page. This is useful when an AR specialist is managing a deduction or disputed item, and the specialist wants to assign an action to a broker or salesperson to research information or obtain information from the customer.

When you assign a new action related to an item to action owners, the system calls a function that triggers a workflow process to send an email to the action owners indicating that they have a new action. The Condition Monitor process also sends notification for new actions that the Condition Monitor creates. In both cases, the system also adds the action to the action owner's worklist.

You specify the number of days before or after the due date, to send the action owners an email reminding them that an action is due to be completed in each action template.

See Also

Delivered Workflows for Receivables

Pages Used to Assign Actions and Send Notification

Page Name	Object Name	Navigation	Usage
View/Update Item Details - Detail 1	ITEM_MAINTAIN	Accounts Receivable, Customer Accounts, Item Information, View/Update Item Details, Detail 1	Review an item to determine whether it needs an action.
Item Action	ITEM_ACTION	Click the Item Action link on the View/Update Item Details - Detail 1 page.	Create a new action for an item and assign it to an action owner.

Assigning Actions to Items

Access the Item Action page.

For an existing action, you can change only the Action Status field.

View/Update Conversations	Click to access the Conversations page, where you can view conversation entries or add additional entries. This link is available only if the customer has existing conversations.
Add Action	Click to create a new action.
Action Status	Displays the status for the action. Values are: New, Pending, or Cancelled. If the status is Cancelled, you cannot change it. If you enter an action online, the default status is New. The system triggers workflow processing for new action assignments. Only the action owner or action creator can change the status. The system sets the status to Complete after you perform the action.
Action	Displays the action code. For a new action, select an action.
Description	Click to access the Action page, where you work the action.
Assigned and Action Owner	Displays the user ID and name of the action owner. For a new action, select a user ID.
Due Date	Displays the due date. For a new action, the system calculates the due date using the calendar assigned to the business unit on the Receivables Options - General 1 page and the Due Days field for the action definition. The system adds the number of days in the Due Days field to the current date, and subtracts the number of weekend days and holidays, as defined in the calendar.
Action Parm (action parameter)	Enter the appropriate parameter for the action based on the action type: For Send a dunning Letter (DLTR), enter a letter code. Note. To use the letter assigned to the action, you must assign a customer a dunning ID that uses an Dunning by Action List dunning method. Otherwise, the system uses the letter codes based on the rules for the dunning ID. For Place a hold message on a customer (HOLD), enter a message code. For Send a follow-up letter (OLTR), enter a letter code. For Refer to a collection agency (REFR), enter a collection code.
Days to Notify Owner	Enter the number of days from the action due date to remind the action owner that the action is not complete.
Days to Notify Supervisor	Enter the number of days from the action due date to notify the action owner's supervisor that the action is not complete.
Days to Notify Specialist	Enter the number of days from the action due date to notify the AR specialist for an item that the action is not complete.

Note. Enter a positive number to send the notification after the due date and a negative number to send the notification before the due date. To send the notification on the due date, enter 0. You must run the Condition Monitor process to send the notification.

The system does not include weekends and holidays when it calculates the notification date. The system uses the business calendar that you selected for the general ledger business unit associated with the receivables business unit, to determine which days are holidays and weekend days. Select the calendar in the Holiday List field on the General Ledger Definition - Definition page.

Managing Action Owner Assignments

This section provides an overview of management of action owner assignments and discusses how to:

Run the Owner Action Status report.
Run the Actions by Customer/Conditions report.
Reassign actions.

Understanding Management of Action Owner Assignments

Receivables provides two reports that help you manage action owner assignments:

The Owner Action Status report lists the number of new action assignments by action owner in the reporting period.

For each action, the report provides:
- Total number of actions.
- The number and percentage of canceled and completed actions for each action owner.
- The number and percentage of canceled and completed actions by the Condition Monitor process.
The Condition Status by Owner and Customer report lists the conditions on the customer action list for each action owner by a customer.

The report lists the total number of actions, the number of actions by condition, the number of actions completed or canceled by the operator, and the number of actions completed or canceled by the Condition Monitor process.

The Condition Monitor process triggers workflow processing to send the supervisor of an action owner an email when an action is not completed in the specified number of days in the action template or item action list. The Condition Monitor process also triggers workflow processing to send the AR specialist for an item with an action an email when the action is not completed in the specified number of days in the action template or item action list. The email provides a uniform resource locator (URL) to the Action page, where the supervisor or AR specialist reviews the action and reassigns it, if needed.

Receivables enables a supervisor to balance the workload of action owners. The Reassign Action page displays a list of action assignments based on your search criteria. If you see that an action owner has a large number of actions, you can reassign selected actions to a different action owner. The system automatically triggers workflow processing to send an email to the new owner with notification of the new action.

See Also

Delivered Workflows for Receivables

Prerequisites

Set up action owners to receive email notification.

Pages Used to Manage Action Assignments

Page Name	Object Name	Navigation	Usage
Action Status by Owner Rpt	RUN_ARCMCHCK	Accounts Receivable, Customer Interactions, Actions, Action Status by Owner Rpt, Action Status by Owner Rpt	Define the run parameters for the Owner Action Status report (ARCMCHK). Use the report to view the number of actions added to the owner's action list for each day of the reporting period specified in the run parameters, and the number completed or canceled.
Condition Status by Owner Rpt	RUN_ARCMCUST	Accounts Receivable, Customer Interactions, Actions, Condition Status by Owner Rpt, Condition Status by Owner Rpt	Define the run parameters for the Condition Status by Owner and Customer report (ARCMCUST). Use the report to view details about action items on the customer action list for each action owner.
Reassign Action	ACTION_REASSIGN	Accounts Receivable, Customer Interactions, Actions, Action Reassignment, Reassign Action	Review action assignments and reassign actions.

Running the Owner Action Status Report

Access the Action Status by Owner Rpt page.

From Date and To Date

Enter the date range of the actions entered on the action lists.

Running the Condition Status by Owner and Customer Report

Access the Condition Status by Owner Rpt page.

This page is the same as the Action Status by Owner Rpt page.

Reassigning Actions

Access the Reassign Action page.

Entering Search Criteria

Enter search criteria to populate the grid with actions and click Search.

Action Status	Select the status of the items that you want to review. Values are: New and Pending. If an action is pending, the owner has reviewed it, but has not completed the action.
Due Date	Select a date by which the owner should perform the action.
Owner Type and Owner	Select an owner type and owner. Values for owner type are: AR Specialist, Collector, Analyst, or Sales Person. The values in the Owner field are the codes that you defined for your collectors, credit analysts, AR specialists, or salespeople, depending on your selection.

Reassigning Actions

To reassign owners:

Select the actions that you want to reassign individually, or click Select All.
Select the owner type and appropriate value for the owner.
Click Reassign.

The owner name in the grid changes when you click Reassign. The system automatically triggers the Workflow Notification process to send notification to the new owner. A notification is also sent to the original owner indicating that the action has been reassigned.

Working with Actions

This section provides an overview of action processing and discusses how to:

Work with actions received by email.
Work with actions on the PeopleSoft worklist.
Work with actions on the owner action list.
Work with actions on the customer action list.
Work with actions on the item action list.
Perform an action.
Enter correspondence parameters.
Manage future actions.
Review action history for a customer.

Understanding Action Processing

Receivables provides three types of action lists:

The owner action list displays all customers who have active actions assigned to the action owner that you specified in the search criteria.
The customer action list displays all active actions for a specified customer.
The item action list displays all active actions for an item.

If a customer has an action plan, the Future Actions page displays the list of escalating actions in the action template associated with the rule that created the plan. The Future Actions page displays the date that the Condition Monitor should move the action to the action list.

Receivables enables you to access and work with actions from these locations:

An email notification.
The PeopleSoft worklist.
The Owner Action List page.
The Customer Action List page.
The Item Action page.

This diagram shows the process flow for working with actions:

Action processing

When you work with an action, you can:

Perform the action.
Review or add conversation entries for the customer.
Reassign the action.

Pages Used to Work with Actions

Page Name	Object Name	Navigation	Usage
Owner Action List	OWNER_ACTION	Accounts Receivable, Customer Interactions, Actions, Owner Action List, Owner Action List Click the URL in an email notification.	Review a list of open actions that are assigned to a specific owner.
Display Currency Conversion	EU_DSP_CUR_CNV_ACT	Click the Display Currency link on the Owner Action List page.	Change the display currency and specify the effective date used for currency conversion and which exchange rate to use.
Customer Action	CUSTOMER_ACTION	Click a customer ID link on the Owner Action List page. Accounts Receivable, Customer Accounts, Customer Information, Account Overview, Customer Action	Review a list of open actions for the customer and take action on the conditions.
Item Action	ITEM_ACTION	Accounts Receivable, Customer Accounts, Item Information, View/Update Item Details, Detail 1 Click the Item Action link on the View/Update Item Details - Detail 1 page.	Review a list of open actions for an item and add actions for an item.
Action	ACTION_DTL	Click the URL in an email notification. Click the link for a work item on your personal worklist. Click an Action link on the Owner Action List page. Click an Action link on the Item Action page.	Review and work a single action.
Letter Delivery	AR_LETTER_DELIVERY	Click the Perform Action button on the Action page for a Dunning Letter, Follow-up Letter, or Statement action.	Enter the time to generate a dunning letter, statement, or follow-up letter, and override the default contact name to appear on the correspondence.
Future Actions	ACTION_FUTURE	Click Future Actions link on the Customer Action page. The link is available only if the customer has active future actions.	Edit actions in an action plan for a customer that have not yet been moved to the customer action list. Cancel an action.
Action History	ACTION_HISTORY	Click the Action History link on the Customer Action page.	Review a list of all actions for a customer, including completed actions and actions assigned to all users.

Working with Actions Received by Email

To work with actions received in an email notification:

Open the email.
Do one of the following:
- Click the URL for the Action Detail page to open the Action page and perform the action.
- Click the URL for the Owner Action page to open the Owner Action List page and work with a list of actions for an owner.

Working with Actions on the PeopleSoft Worklist

To work with actions on your personal worklist:

Click the PeopleSoft Worklist link.
Click one of the worklist item links.

Working with Actions on the Owner Action List

Access the Owner Action List page.

Searching for Actions

Enter the search criteria that defines which customers appear in the list.

SetID, Customer, Country, and State	Enter the setID, customer ID, country, and state, to restrict the list of customers. The system uses the primary bill to address for each customer to determine the county and state.
User ID	Change the ID to display customers with actions assigned to another user. The default user is the current user.
Supervisor	Enter the supervisor of an action owner. Select from a list of user IDs.
Specialist	Enter the AR specialist assigned to the actions.
Display Currency	Click to open the Display Currency Conversion page, where you can change the display currency. You can use the customer's default currency or enter a specific currency. Also specify the date used to determine which exchange rate to use. This button is available only if you selected the Use an AR Display Currency option for the business unit.

Selecting the Display Option for the List

Highest Priority Per Customer	Select to display only the highest priority action for each customer. The default sort order is priority. Actions that you define on the Item Action page have the lowest priority.
Show All Actions	Select to display a list of all actions for each customer. The default sort order is customer and priority.

Reviewing and Working Actions

Action Status	Displays the status of an action. Values are: New: No action has been taken. Pending: You have looked at an action, but not completed it.
Action	Click an action link to access the Action page, where you perform the action.
Customer	Click to access the Customer Action page, where you view a list of all actions for the customer and access the page used to perform the action. Note. If you want to view actions for multiple customers, select the row for the customers whose actions you want to view on the Customer Action page.
Customer Balance	Displays the total open amount that the Condition Monitor calculates for the customer. Depending on your selection on the Installation Options - Receivables page, the amount includes unapplied payments and in process payments, and excludes disputed items.
Item	Click to access the View/Update Item Details - Detail 1 page, where you view or update details for an item and access the item action list. An item ID appears only if the action is associated with an item condition, such as a deduction or an online action.
Item Balance	Displays the open amount for the item. This amount appears only if the action is associated with an item condition.
Past Due	Displays the total past due amount for the customer or item.
Due Date	Displays the date by which the action should be performed.
Action Owner	Displays the name of the individual assigned to perform the action.
Supervisor	Displays the name of the supervisor for the action owner.
AR Specialist	Displays the AR specialist assigned to the customer or item.
Date Added	Displays the date on which the Condition Monitor process added the action to the list.
Priority	Displays the priority number for the action from the action template. Override the priority if needed.

Working with Actions on the Customer Action List

Access the Customer Action page.

Enter the search criteria that defines which customers' actions appear in the list.

Specify a setID, business unit (optional), customer ID, and subCustomer qualifiers. Leave the Unit field blank if you want to see items for a single customer across all business units.

Use the Level field to limit or expand the list to include actions for any customer group to which this customer belongs. Select C (corporate customer), P (correspondence customer), or R (remit from customer). The default value is N (none), indicating that no customer relationships are taken into account.

	Click the Next Customer button to see the action plan for the next customer selected on the Owner Action List page.
	Click the Previous Customer button to see the action plan for the previous customer selected on the Owner Action List page.
Action History	Click to access the Action History page, where you view a list of completed and cancelled actions for a customer. This link is available only if there are completed or cancelled actions.
Future Actions	Click to access the Future Actions page, where you view or update future actions in the current action plan. This link is available only if the Condition Monitor process generated an action plan for the customer with escalating actions over a period of time.

Actions

Action Status	Displays New as the default status. You can change the status to Pending or Cancel. The system changes the status to Complete.
Action Code	Click an action link to access the Action page, where you perform the action.
Monitor Role	Displays the customer relationship that was monitored for the action list item, such as Bill To Customer or Remit From Customer.
Due Date	Displays the date by which the action should be performed.

Working with Actions on the Item Action List

Access the Item Action page.

Action Status

Displays the status for the action. Values are:

New: Displays for new actions that the owner has not begun to work.

Pending: Displays for actions that the owner has reviewed on the Action page, but has not performed the action.

Cancel: Select to cancel the action. The system removes it from the list when you save the page.

Description

Click the Description link for an action to access the Action page, where you perform the action.

See Also

Assigning Actions to Items

Performing an Action

Access the Action page.

Perform Action	Click to perform the action.
Cancel Action	Click to remove the action from the action list.
Action Status	Displays the current status for the action: New or Pending. The system changes the status to Complete after you perform the action.
Date Added	Displays the date on which the action was added to the action list.
Days on List	Displays the number of days the action has been on the action list.
Item Balance	Displays the open amount for the item. This value appears for an item condition, such as deduction item and reflects the current balance
Past Amount Due	Displays the total amount past due for a customer. This value appears only for the Collection (COLL) condition and reflects the amount calculated by the Condition Monitor process.
Customer Balance	Displays the total open amount that the Condition Monitor calculates for the customer. Depending on your selection on the Installation Options - Receivables page, the amount includes unapplied payments and in process payments, and excludes disputed items.
History ID	Displays the history ID specified in the assessment rule for the Key Statistics Exceeded (KSTE) condition.
Entry Type and Entry Reason	Displays the entry type and reason specified in the assessment rule for the Entry Type/Reason (ETRC) condition. Items with this entry type and reason have reached a specified amount or number of days before or after the date that the Condition Monitor process ran.
Add A Conversation	Click to access the Conversations page, where you add new conversation entries for the customer.
View/Update Conversations	Click to access the Conversations page, where you view existing conversation entries for the customer.
Reassign Action	Click to access the Reassign Action page, where you change the action assignment.

Action Results

When you click the Perform Action button for a noncorrespondence action, a message appears. The result of the action varies, depending on your response to the message. If you are working on a correspondence action, such as DLTR, OLTR, or STMT, the Letter Delivery page opens where you specify information for processing the correspondence. The system generates the correspondence at the time that you specify on the Letter Delivery page.

This table lists the results of the noncorrespondence actions:

Action	Action Result
Alert (ALRT)	The result depends on your response to the message. Yes: Changes the action status to Complete. No: Changes the status to Pending.
Call the customer (CALL)	You enter information into a current date conversation for the customer or add a new conversation. After you enter the conversation information, a message appears. The result depends on your response to the message. Yes: Changes the action status to Complete. No: Changes the status to Pending.
Downgrade credit rating (DNGD)	Opens the General Information component (CUSTOMER_GENERAL) for the customer, where you access the Credit Profile page to change the customer's credit limit. When you save or exit the page, you respond to a message. The result depends on your response to the message. Yes: Changes the action status to Complete. No: Changes the status to Pending.
Place a hold message on the customer (HOLD)	Inserts a record in the Customer Message table to put the customer on hold, and changes the action status to Complete.
Refer to collection agency (REFR)	Updates the collection status on the Credit Profile page for the customer using the status code that you specified as the action parameter. Changes the action status to Complete.
Write-off balance	Opens the Worksheet Selection page where you build a worksheet to write-off the item on the Action page. Perform these steps: Enter the selection criteria and build the worksheet on the Worksheet Selection page. Use the same business unit, customer ID, and item ID that is displayed on the Action page. Select the item on the Worksheet Application page and select the entry type for write-offs. Select a posting action on the Worksheet Action page and click OK. Save the worksheet. Click the Transfer to Action Detail Page link to return to the Action page. The status for the action changes to Complete. Note. If you did not select an item with the same business unit, customer ID, and item ID as the item on the Action page or you did not write off the entire amount, the system displays a warning message that you did not complete the action. You can either return to the Action page and the status of the action changes to Pending, or you can return to the worksheet and make the appropriate correction to write off the item. Also, if you select Do Not Post, the action status changes to Pending. As long as you open the worksheet again and select a posting status prior to logging off the system, you can use the Transfer to Action Detail Page link from the Worksheet Action page to complete the action.
User-defined action	The result depends on your response to the message. Yes: Changes the action status to Complete. No: Changes the status to Pending.

Entering Correspondence Parameters

Access the Letter Delivery page.

Specify when to generate a dunning letter, statement, or follow-up letter.

Process Now

Depending on the action, accesses the appropriate run control page to initiate the Dunning Application Engine process (AR_DUNNING), Follow Up Letter Extract Application Engine process (AR_FOLLOWUP), or Statements process (AR_STMTS).

Process Later

Depending on the action, the system generates the correspondence for the customer the next time that you run either the Dunning process, Follow Up Letter Extract process, or Statements process. If you run the Condition Monitor process prior to running the correspondence process, it automatically calls the appropriate process to generate the correspondence.

The system changes the status to Complete when you click OK.

Contact ID

Override the number of the contact in your organization whose name you want to print on the correspondence. If you do not override the contact, statements and dunning letters use the contact assigned to the correspondence customer and follow-up letters use the contact assigned to the bill to customer.

See Also

Generating Correspondence

Managing Future Actions

Access the Future Actions page.

Cancel Selected Actions

Changes the status of all selected actions in the list to Cancelled.

The actions remain in the Action grid, but you cannot edit them.

Status

Displays the status for the action. The default status is New. You can change it to Cancelled if you want to remove the action from the collection process.

Descr (description)

Displays the description for the condition that the customer violated.

Action Date

Displays the date to move the action to the action list or to automatically perform the action.

Proposed/Automated

Indicates whether the Condition Monitor process performs the action. Values are:

Automated: The Condition Monitor process automatically performs the action the next time that you run it on or after the action date.

Proposed: The Condition Monitor process transfers the action to the action list the next time that you run it on or after the action date.

Note. You cannot edit an action that has been moved to the action list.

Reviewing Action History for a Customer

Access the Action History page.

Action Status

Displays the status. Values are:

Cancelled: An action owner canceled the action.

Complete: The action owner completed the action.

System Cancelled: The Condition Monitor process canceled the action because the customer is no longer violating the condition.

System Complete: The Condition Monitor process completed the action, such as generating correspondence.

Cancel Reason

Displays the reason the action was cancelled. Option are:

Credit Hold Exists: The customer was put on a credit hold.

Item Closed: The item associated with the action has a zero balance.

No Longer in Violation: The condition that generated the action no longer exists. For example, the customer made a large payment and they are no longer approaching the credit limit.

Operator Cancelled: The action was manually cancelled on the Action page or the Future Actions page.

Rule Owner Change: The Condition Monitor cancelled the action and created a new action, because the owner type in the collection or assessment rule that generated the action was changed.

Template Upgrade: The action was cancelled because the Condition Monitor upgraded the action to the next action on the action plan.

Description

Displays the condition that the customer or item violated.

Condition Role

Indicates whether the Condition Monitor process was monitoring conditions for the bill to customer, corporate customer, correspondence customer, or remit from customer.

Description

Displays the action to be performed.

Proposed/Automated

Indicates whether the Condition Monitor process performs the action. Values are:

Automated: The Condition Monitor process automatically performs the action the next time that you run it on or after the action date.

Proposed: The Condition Monitor process transfers the action to the action list the next time that you run it on or after the action date.

Delivery Method

Displays the method used to deliver the correspondence for correspondence actions: Email, Fax, or Print.

Complete Date

Displays the date on which the action was completed.

Generating Additional Workflow Notifications

This section provides an overview of additional workflow notifications, lists prerequisites, and discusses how to run the Workflow Notification process.

Understanding Additional Workflow Notifications

You can generate items on individuals' worklists and send email notifications for these situations:

An item has been closed by the creation of a new debit or credit item rather than written off.
The Payment Predictor Application Engine process (ARPREDCT) applies a payment to a customer's account and generates a payment worksheet.

The Workflow Notification Application Engine process (AR_WORKFLOW) notifies the workflow user assigned to the customer.

Prerequisites

Set up users for workflow notification.

Page Used to Generate Additional Workflow Notifications

Page Name	Object Name	Navigation	Usage
Notification Run Control	WF_RUN_CNTL_AR	Accounts Receivable, Customer Interactions, Actions, Notification, Notification Run Control	Run the Workflow Notification process to notify workflow users of payment worksheets requiring review and new debits and credits.

Running the Workflow Notification Application Engine Process

Access the Notification Run Control page.

New Debit Credit Flag	Select to notify workflow users of new debits or credits created by the system when closing another item.
PP On Account Flag (Payment Predictor on account flag)	Select to notify workflow users when the Payment Predictor process created a new on-account item and generated a worksheet for the item.

Obtaining Dun and Bradstreet Information for a Customer

You can arrange to order credit reports from Dun and Bradstreet and load them directly into Receivables. Dun and Bradstreet bills you for each report that you order. The interface with Dun and Bradstreet enables you to purchase these reports:

Business Verification.
Quick Check.
Global Failure Risk Score.
Financial Planning.
Delinquency Score.
Decision Support.
Enterprise Management.
Commercial Credit Score (USA).

Create a unique logon ID for the Dun and Bradstreet system for each setID, if needed, so that you can have separate billing accounts for the different areas of your organization. You set up the login IDs on the D & B Account Information page, which you access from the Installation Options - Overall page.

When you purchase a report for a specific DUNS number, you see the last time that you purchased a report for that DUNS number as well as which report you purchased.

Review each report for a specific DUNS number, using the Dun and Bradstreet component (CUSTOMER_DB). Associate the report with a customer on the Dun and Bradstreet - Operations page.

If you want to review a Dun and Bradstreet report for a customer, you can access the report from the Credit Profile page or the Additional General Info page for the customer or the Account Overview - Profile page.

See Also

Reviewing a Customer's Profile

Obtaining Dun and Bradstreet Reports for Customers

Cancel Selected Actions	Changes the status of all selected actions in the list to Cancelled. The actions remain in the Action grid, but you cannot edit them.
Status	Displays the status for the action. The default status is New. You can change it to Cancelled if you want to remove the action from the collection process.
Descr (description)	Displays the description for the condition that the customer violated.
Action Date	Displays the date to move the action to the action list or to automatically perform the action.
Proposed/Automated	Indicates whether the Condition Monitor process performs the action. Values are: Automated: The Condition Monitor process automatically performs the action the next time that you run it on or after the action date. Proposed: The Condition Monitor process transfers the action to the action list the next time that you run it on or after the action date.

Action Status	Displays the status. Values are: Cancelled: An action owner canceled the action. Complete: The action owner completed the action. System Cancelled: The Condition Monitor process canceled the action because the customer is no longer violating the condition. System Complete: The Condition Monitor process completed the action, such as generating correspondence.
Cancel Reason	Displays the reason the action was cancelled. Option are: Credit Hold Exists: The customer was put on a credit hold. Item Closed: The item associated with the action has a zero balance. No Longer in Violation: The condition that generated the action no longer exists. For example, the customer made a large payment and they are no longer approaching the credit limit. Operator Cancelled: The action was manually cancelled on the Action page or the Future Actions page. Rule Owner Change: The Condition Monitor cancelled the action and created a new action, because the owner type in the collection or assessment rule that generated the action was changed. Template Upgrade: The action was cancelled because the Condition Monitor upgraded the action to the next action on the action plan.
Description	Displays the condition that the customer or item violated.
Condition Role	Indicates whether the Condition Monitor process was monitoring conditions for the bill to customer, corporate customer, correspondence customer, or remit from customer.
Description	Displays the action to be performed.
Proposed/Automated	Indicates whether the Condition Monitor process performs the action. Values are: Automated: The Condition Monitor process automatically performs the action the next time that you run it on or after the action date. Proposed: The Condition Monitor process transfers the action to the action list the next time that you run it on or after the action date.
Delivery Method	Displays the method used to deliver the correspondence for correspondence actions: Email, Fax, or Print.
Complete Date	Displays the date on which the action was completed.