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Function documentationAssignment of Worklists for Telephone Collections Locate this document in the navigation structure

 

If a customer fails to make payment for a prolonged period, you can specify that a customer service representative contacts the customer by telephone to reach an agreement regarding the outstanding amount.

In SAP ERP, you assign the customer data of the defaulting payer to worklists of certain internal or external customer service representatives employed in collection centers; these customer service representatives then make contact with the customer.

Prerequisites

  • You have created a dunning activity for the creation and closure of worklists and assigned the function modules Lsierp/350_WLI_CREATE_CLOSE and /LSIERP/0350_WLI_CLOSE.

    For more information, see the SAP Implementation Guide (IMG) for SAP ERP under   Financial Accounting (New)   Contract Accounts Receivable and Payable   Business Transactions   Dunning Notices   Configure Dunning Activities  .

  • You have created a dunning procedure with at least one dunning level. Assign the dunning activities for the creation of the worklist to the dunning level.

    For more information, see the IMG for SAP ERP under   Financial Accounting (New)   Contract Accounts Receivable and Payable   Business Transactions   Dunning Notices   Configure Dunning Procedure  .

  • You have assigned the corresponding function modules to the following events:

    Event

    Function Module

    20

    /LSIERP/StOP_NON_ACCRUAL_0020

    2807

    /LSIERP/SEND_DELINQ_STAT_2807

    1799

    /LSIERP/TRIGGER_NON_ACC_1799

    For more information, see the IMG for SAP ERP under   Financial Accounting (New)   Contract Accounts Receivable and Payable   Program Enhancements   Define Customer-Specific Function Modules  .

  • You can change the assignment of overdue items to certain customer representatives or customer representative groups. You define this assignment using standard tasks that group together the selection criteria for assignments. You can change these criteria. We provide standard tasks for the following customer representative groups:

    • Administrator

    • Group

    • Collection center

    You define the standard tasks in Customizing for SAP ERP, by choosing   Financial Accounting (New)   Contract Accounts Receivable and Payable   Enhancements for Leasing   Worklist  .

  • You have created organizational units for collection processing, for example for administrators, groups, and collection centers. You have assigned employees to these units and allocated the relevant standard tasks.

    You also define rules for the automatic assignment of overdue items to specific customer relationship managers.

Features

  • When the system executes the dunning activity run, it filters the open items according to the criteria entered in Customizing. For example, it returns all items that are between 30 and 60 days overdue.

  • The system automatically assigns the worklists to the relevant customer relationship managers in the collection centers.

  • Manual assignment of worklists

    If you want to manually assign the worklists or check the automatic assignment, use the transaction Manage Worklist.

    Note Note

    You require the necessary authorization to be able to assign worklists to employees. You can use this function only if you hold a managerial position in the organizational unit for the collection center.

    End of the note.

    • The overview displays the collection centers and the number of existing items in the worklist.

    • To display the worklists that still contain open items, choose Open Worklists.

    • To display the current assignment of worklists to collection centers and employees, choose Current Assignment. You can change existing assignments.

    • If all the items in a worklist have been processed by the customer service representatives in the collection centers via the Interaction Center in SAP Customer Relationship Management (SAP CRM), the system displays these worklists under Processed Worklists.

  • The system uses a Remote Function Call to transfer the worklists that you have assigned to customer service representatives to SAP CRM. For more information, see Processing of Telephone Collections.

Activities

To manually assign worklists, on the SAP Easy Access screen call the transaction Manage Worklist:

  Accounting   Financial Accounting   Contract Accounts Receivable and Payable   Enhancement for Leasing   Collections Management   Manage Worklist  .