Adding Follow-up Actions from the Collection Activity Screen

Procedure

You add follow-up actions to defer an action to a later date or to replace an action with a different action.

To add follow-up actions from the Collection Activity Screen:

1. Access the collection activities for the customer. How?

2. Select one or more invoices to which you want to add a follow-up action by clicking the check box in the row, and then click Follow-up.
   The Action Item Follow-up screen appears.

Note: To create the follow-up for all invoices across all pages, click Select All.

3. Add the follow-up information for an action that you selected:

• The status for the action, such as pending or complete

• The follow-up action to be taken

• Optionally, a text description of the action. The text description appears in the Work Queue in the Action Item column and helps identify the action for the collector.

• Enter the date when you want the action to be due. The date must be equal to or greater than today's date.

• Indicate whether you want to defer all current and future actions to the date in the Action Item Date column by clicking the check box. The date must be equal to or greater than today's date.

4. If you selected Send E-mail, Send Fax, or Print as the Action Type, the Correspondence Information section of the screen appears. In the Correspondence Information section, enter the following:

• Template Type: Select the name of the template to be used for the action. The templates in the list are the templates defined as part of your subscriber setup.

• Contact Type: Select Internal (contacts who are employees of your organization) or External (business contacts for your customer) to designate the type of contact to receive the message.

• Contact Category: Select the category that describes the role the contact performs for this customer.

• Is Primary: Select Yes or No to indicate whether the contact to receive the message is the primary contact for the customer for this category and type.

5. In the Notes section, select Customer or Invoice to associate a note with the customer or the invoice and type the note in the text box. Customer notes are available for the customer while invoice notes are only available when viewing the invoices for which the note is added. More

   Tip

   Customer Notes appear in the Customer Analysis Notes feature or the Customer Profile Notes tab on the Collection Activity screen for the customer.

   Invoice Notes appear on the Invoice Details screen, or on the Collection Activity screen using the Notes icon when the invoice has current or past due action items in your work queue.

   In Distinct customer action view an invoice note is added to all invoices for the customer currently in your work queue for which the action is currently due or past due.

6. Do you want to copy information from this action to all other selected invoices?

7. To save the action item, click Save.
   If the follow-up action has a due date greater than today's date, it is removed from the Work Queue, and will reappear when its due date is reached.

Note:  In Distinct customer action item view, when you change the status of the action to complete, if the number of action items exceeds a maximum (1000 actions), the completion is converted to a batch job that occurs during the nightly processing. The customer's record appears in blue text to indicate that the task completion is pending.

8. Click Cancel to return to the Collection Activity screen.