Friday, December 18, 2020

8:48 AM

Customer Master Data

Work Instruction

Subject: Creating an Activity for Customer Master Data - existing account   

                                                                                                                                 No.:  CMD – 04 

                                      Date: 7/26/2018 

Status:    Informational                                 Pages:    05

Scope and Intent: 

To provide instruction on creating an Activity in CRM from the existing Customer Account

Mandatory info: Practice Name, Address, Phone #, Contact Name, Role (Ship-to / Sold-to), Billing info, detailed description of changes

Scenarios in which you would create an Activity in CRM include:

Customer Master

New Customer needed for order

Customer Ship-to location does not exist (Satellite loc.) 

Customer bought equipment from 3^rd Party 

Sold the business to another doctor

Need change to Customer Roles (Prospect to customer or Ship-to to Sold-to)

Change in Business Partners (Link)

Accounts exist but info needs updated - name, address, suite #, phone #

P.O. shows different bill to

Creating an Activity:

1. Click on  Account Management and Click on Accounts.

2. Change the Search for Header to Corporate Accounts.  In the Account ID field, enter in your Prospect ID and/or Account ID or search by Name, Address or phone using the additional drop down options      Press Search for CRM to display results. 

3. Open the Account from your searched results list to display the Account information.

4. Go down to the Planned Activites assigment block.      Click on the twistie to display next options.

5. Click on  New Button from the Assignment Block Header. 

(note: if there is an OPEN planned activity beginning with BP – you can click on the BP activity to update & skip steps 6-8)

6. From the Transaction Type Pop-Up Box select Task – Master Data Account.

7. If you receive the Sales Organization Pop-Up Box always  select 

02-End User – 61 IMT.

1. The screen may pop up.  If the Sales Rep is known, choose from the selection.      If the Sales Rep is unknown, press the Cancel Key.

8. In the Description Field enter in the following information.  Keep the description brief.

Example:  Customer Account Name, Type of Action, and Business Partner Role define.

Here are some examples:

9. In the Category Field, you will choose one of the options listed below. 

Please read 9a – 9e below to understand when to use which category

      This is very important in processing your request quickly as it moves the Activity into the correct queue!

9a. Selection Change Account – Use this category when the following conditions apply:

Customer Name, Address, Phone, Fax has changed

9b. Selecting Change Role – Use this category when the following conditions apply:

Customer is a Prospect Only and you want them created as a usable account either as a 

Ship-to only, Sold-to only or All Roles (sold-to, ship-to, bill-to, payer, site).

Customer is a Ship-to Only and you have verified the account requires the Sold-to role

9c. Selecting Create SalesAreaData – Use this category when the following conditions apply:

Customer exists under a different Company Code and Sales Org and you need it to be extended to 

      Company Code 0283 &/or Sales Org 7013

9d. Selecting Delete/block Account – Use this castegory when the following conditions apply:

Customer has closed the practice

Customer has been noted as a 3^rd party and future business requires approval to remove block 

9d. Selecting Maint Relationship – Use this category when the following condition apply:

Linking existing accounts, removing the link to existing accounts

9e. Selecting Merge Account – Use this category when the following condition apply:

Duplicate accounts need merged

10. Go to the Notes and enter detailed notes for Customer Master Data

Example of notes:

11a. Give details on all changes needed.  Please provide all information for Master Data Administration so that your request is clear and the action needed is understood. Include the customer NPI or Tax ID in notes if available. Hit the Back Button when completed. 

See examples of detailed description in the Notes screen shot above.

11. Go to the Organizational Data Assigment Block.      Make sure all information is entered and looks like the example below.

If the fields are blank - search by clicking on the search box to the right of the blank field:

Select – xxxUS7013– CZ IMT, LLC Inc (USA)(VKORG 7013) - Hit Enter

Select 02 End user – Division 61 FOB Bridge & Multi  - Hit Enter 

This should pull in the required data for this field (See screen Shots below)

12. If there are any supporting documents like PO’s, Emails, Customer Registeration or any other documentation that supports your request, include in the Attachments Assignment Block.

13. Click on the Save and Back Button.

14. Click on your Home Page to display your pending Activites for MasterData.

An additional training doc is available on how to create Saved Searches that would show on your home screen

Please review your Activities often as Master Data adds notes when additional information is needed.

MD changes the Status from Open to IN PROCESS if there are notes that require your attention. 

Reply to these notes within the Planned Activity by selecting Edit next to the Task Details