EnterpriseOne Xe Customer Service Management PeopleBook

EnterpriseOne XeCustomer Service Management PeopleBook

September 2000

J.D. Edwards World Source Company

7601 Technology Way

Denver, CO 80237

Portions of this document were reproduced from material prepared by J.D. Edwards.

Copyright J.D. Edwards World Source Company, 2000

All Rights Reserved

SKU XeEACE

J.D. Edwards is a registered trademark of J.D. Edwards & Company. The names of all other products and services of J.D. Edwards used herein are trademarks or registered trademarks of J.D. Edwards World Source Company.

All other product names used are trademarks or registered trademarks of their respective owners.

The information in this guide is confidential and a proprietary trade secret of J.D. Edwards World Source Company. It may not be copied, distributed, or disclosed without prior written permission. This guide is subject to change without notice and does not represent a commitment on the part of J.D. Edwards & Company and/or its subsidiaries. The software described in this guide is furnished under a license agreement and may be used or copied only in accordance with the terms of the agreement. J.D. Edwards World Source Company uses automatic software disabling routines to monitor the license agreement. For more details about these routines, please refer to the technical product documentation.

OneWorld Xe (9/00)

Table of Contents

Overview

Customer Service Management Overview 11. . . . . . . . . . . . . . . . . . . . . #0# $&

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Setup

General Setup 21. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ##"9### &

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Customer Service Management

OneWorld Xe (9/00)

Installed Base Management

Installed Base Management 31. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . # &

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Returned Material Authorization 71. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ##"9(2'*# !&

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Knowledge Management

Knowledge Management 81. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . # &$

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Appendix A: Setting Up Advanced Pricing for CSMS A1. . . . . . . . . . . . ##"97*6"" '&$

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Index

Overview


10 OneWorld Xe (9/00)To access English documentation updates, see

https://knowledge.jdedwards.com/JDEContent/documentationcbt/overview/about_documentation_updates.pdf

11OneWorld Xe (9/00)To access English documentation updates, see


Customer Service Management Overview

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Defaults

1. Enter the date to bill through. If ____________ left blank the bill through date will be the current system date.

2. Enter a 1 to do catch-up billing. ____________ If left blank, catch-up billing will not be done.

3. Enter the appropriate value from ____________ below to determine what to default into the Subledger field.

blank = No Default 1 = Contract Number 2 = Customer Number 3 = Site Number 4 = Short Item Number

4. Enter the appropriate value from ____________ below to determine which address book number will be displayed on the report.

blank = Customer Number 1 = Site Number 2 = Bill To Number

Process

1. Enter a 1 to run in final mode. ____________ Final mode will update all records. If left blank, no records will be updated.

2. Enter a 1 to write errors to a ____________ report. If left blank, errors will be written to the Work Center.

Vertex

These processing options only pertain if Vertexs Quantum Sales and Use Tax Software (3rd party tax software) has been implemented.

1. Enter the appropriate value from ____________ below to determine how to tax CSMS Service Contracts. If left blank,

SERVIC will default.LEASE = Lease TaxPURCH = Purchase TaxRENTAL = Rental TaxSALE = Sales TaxSERVIC = Service Tax




Reviewing Contract Billing Information

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Reviewing the Service Contract Renewal Report

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Processing Options for Contract Renewal

Report Option

1. Renewal Options

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2. Pricing Options

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3. Enter Lead days for contract ____________ expiration.

4. Enter the contract renewal status ____________ code for old contract.

5. Enter the contract status for the ____________ renewal.

Select

1. Enter 1 to renew Base Warranty ____________ contracts to billable contracts. If blank, Base Warranty Contracts will be omitted from the data selection.




Versions

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2. P1721 Version ____________

Process

1. Enter a 1 to have Final process. If ____________ left blank, Proof process will be used.

Defaults

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1 = Calculate the Bill From Date ____________ based on old contract detail line.

2 = Calculate Bill From Date based on the 1st detail line of the contract.

3 = Set the Bill From Date the same as the contract detail line Start Date.

4 = Specify a Bill From Date. The default is 1 if blank. If 4, specify the Bill From ____________ Date. If blank, current system date will be used.

2. Bill Through Date

1 = Calculate Bill Through Date ____________ based on old contract detail line.

2 = Calculate Bill Through Date based on the 1st detail line of the contract.

3 = Set the Bill Through Date to the contract detail line End Date.

4 = Specify a Bill Through Date. The default is 1 if blank. If 4, specify Bill Through Date. ____________ If blank, the Bill From Date will be used.

3. Enter Billing Frequency Code ____________

Base Warranty

Base Warranty Renewal Options. All of these entries will be applied to every Base Warranty that is renewed.

1. Enter the company to be used for the ____________ renewed contract. If blank, the values from the P1721 version will be used.

2. Enter the contract document type. The ____________ value entered will be applied to




both the header and detail lines. If blank, the value from the P1721 version will be used.

3. Enter the line type for the renewed ____________ contract details. If blank, the value from the P1721 version will be used.

4. Enter the contract status to be used ____________ for the renewed contract. If blank, the value from the Report Option tab will be used.

5. Enter the contract type. If blank, ____________ the value from the P1721 version will be used.

6. Enter Customer address number. ____________

7. Enter the Site address number. ____________

8. Enter the Bill To address number. ____________

9. Enter the Send To address number. ____________

10. Enter the number days in contract. ____________

11. Enter the Adjustment Schedule for ____________ advanced pricing.

12. Enter Billable Duration. ____________

13. Enter the Non-billable Duration. ____________

14. Enter the Billable/Non-billable ____________ duration Unit of Measure.

Reviewing the Detail Contract Renewal Report

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left blank, Proof will be process.

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3. Enter contract number if renewing to ____________ a specific contract number.

4. Enter version number if renewing to a ____________ specific contract number.

5. Pricing Options ____________ Enter 1 to use existing prices. Enter 2 to use advance pricing. Enter 3 to markup by percentage.

6. Enter Markup Percentage. ____________ Example: enter 50 for 50% markup.

7. Enter contract status for renewing ____________ contract.

8. Enter contract status for the ____________ renewal.

9. Enter calculate Bill From option. ____________ Enter 1 to calculate based on renewing old contract detail line. Enter 2 to calculate based on the first detail line on old contract. Enter 3 equals new contract start date. Enter 4 to enter a date. Enter Bill From date if 4 is on ____________ above.

10. Enter calculate Bill Through option. ____________ Enter 1 to calculate based on renewing old contract detail. Enter 2 to calculate based on the first detail line on old contract. Enter 3 equals new contract end date. Enter 4 to enter a date. Enter Bill Through date if 4 is ____________ on above.

11. Enter the Billing Frequency Code ____________

Versions

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Base Warranty

1. Renew Base Warranty records to ____________ Billable.

Blank = Do not renew Base Warranty records to Billable lines. 1 = Renew Base Warranty records to Billable lines.

2. Enter the Line Type for the Billable ____________ lines.

If blank, the Line Type from P1721 Processing Options will be used.

3. Enter the Billable Duration ____________

4. Enter the Non-billable Duration ____________

5. Enter the Duration Unit of Measure ____________

If blank, the Duration Unit of Measure from P1721 Processing Options will be used.

6. Enter the Address Number for advanced ____________ pricing.

If no address number is enterd for advanced pricing, the customer number will be used.

7. Enter the Price and Adjustment ____________ Schedule for advanced pricing.

If no Price and Adjustment Schedule is entered, the default value will be based on the Price By address number.

Reviewing the Cancel Contract Report

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Processing Options for Cancel Contract

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Process

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Blank = Proof Mode 1 = Final Mode

2. Enter the Subledger Default for ____________ credit processing.

Call Management



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Default

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Display

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