4.9 Customer Service screen’s Customer/Business Preferences tab
The Customer/Business Preferences tab allows you to define the customer communication preferences at an account level for each relation type associated with the account. The details of this tab are populated to Customer Service > Collections tab for further action.
If the selected account belongs to an individual Customer, this tab is displayed as Customer Preferences and if there is no customer linked and only a business is involved in the account, this tab is displayed as Business Preferences. In case both Customer and Business are involved in the account, this is still displayed as Customer Details tab.
- Customer marked as Deceased
- Changed relation to primary customer
- Disabled/enabled non primary customer relationship
- Swapped relationship
- Open the Customer Service screen and load the account you want to work with.
- Click Customer/Business Preferences sub tab.
- In the Customer/Business Preferences section, click ADD. You can also perform any of the Basic Operations mentioned in Navigation chapter. A brief description of the fields are given below:
Table 4-73 Customer/Business Preferences
In this field View this Relation Type Select the account relation type from the drop-down list. The list displays only those relationship types which are attached to account and are enabled (excluding deceased customer relations). Communication Mode Select the preferred mode of communication as one of the following from the drop-down list.
EMAIL ADDRESS - if selected, system displays the email ID associated with the selected contact in view mode and allows you to enable/disable the customer preference record.
TELECOM - if selected, you can further select the type of communication option as Telecom type, Address or Employment for which the permission to call indicator is Y. On selection, the other details are auto-populated based on the details maintained in Customer Service > Telecom, Address and Employment tabs. You can also enable/disable the customer preference record.
ADHOC TELECOM - if selected, you can specify the following field information.
Type Select the preferred type of communication option from the dropdown list. The list displays the options maintained in TELECOM_TYPE_CD lookup. Phone Specify the phone number of the selected contact.
Note: On saving the record, system updates the specified phone number into Telecom tab by internally posting a non-monetary transaction EMPLOYMENT ADDRESS MAINTENANCE.
Extn Specify the extension (if any) for the selected contact. Permission to Call This check box is selected by default and indicates that the customer has provided permission to contact through the specified phone number. Time Zone Select the contact’s time zone. Best Day to Call Select the preferred day of the week to contact the customer from the drop-down list. Start Time Specify the start duration after which the contact can be called. Period Specify the time period (AM/PM). End Time Specify the end duration before which the contact can be called. Period Specify the time period (AM/PM). Enabled Check this box to enable the customer preference record.
Note: You can always enable only one record of a particular communication mode and for a particular relation type at any given point.
- Perform any of the Basic Actions mentioned in Navigation chapter.
Note:
Clicking EDIT in the Customer/Business Preferences section allows you to only enable or disable the customer preference record.
Parent topic: Customer Service