Summary

Credit class processing is one of the most powerful and complex technologies we offer and for most customers, is the lifeblood of our product. This means that not only can troubleshooting be tricky at times, it is also extremely vital to resolve issues with the credit class processing as quickly as possible.

Overview

To view a credit class navigate to (Admin > Master Files > Credit Class) and select one from the drop-down, our default system generated credit classes are "Best Practice" and "Essential" but not every customer uses these.

This page consists of the following:

Credit Class Configuration

Summary:

Below is a short description of each of the available items in the credit class configuration section of the page, however this is not a configuration overview on how to set-up credit classes and these descriptions will serve to provide context for troubleshooting purposes. As new articles become available on comprehensive guides for functionality that pertains to this subject, they will be linked.

Labels:

• Description - This is the description of the Credit Class and what appears in the logs
• Status - Either Active (Running), Inactive (Turned off), or preview (Was modified and needs previewed)
• Last Generate Date - The last date it was ran (Will default to 1/1/0001 12:00:00 AM if never ran)
• Schedule - The schedule the sync is set to run
• Auto Generate After Sync - In lieu of a schedule, you can have the credit class run whenever a sync completes successfully 
• Customer Contact Frequency - The frequency a customer should be contacted (Ex: If set to 7, the customer can only be contacted once a week. (Also note this is only followed if the Activity is marked to follow this frequency)
• Auto Assign Customers - Can either be NONE (No auto assignments). New Customers Only (Only happens when the sync pulls in new customers), Existing Customers (Inverse of the new customers, will occur during the sync but only use previously pulled customers), or All Customers (New and existing)
• Auto Assign Customers Filter - Filter builder for the assignments, only enabled when something other than NONE is set
• Generate Preview - When a credit class is marked as preview OR you simply want to preview a credit class, this option allows it (Note: It will be greyed out if no customers are assigned to the credit class)
• Assign Customers To This Class - Allows to manually assign customers to a credit class

Activity Alerts

Summary:

Here is the meat of a credit class, the activities being sent out. Each of these function somewhat independently of one another (as far as settings go, workflow is another thing) however each have the same options for configuration.

Labels:

• Seq No - This is the priority level of an activity, the higher the Seq No the higher the priority 
• Activity Template - The activity template is the activity being selected to send (Contains any reports, email templates, and will auto populate the issue and activity note (These CAN be overridden after set though)
• Issue - The issue ID that will be set on the activity
• Activity Note - The note that will be populated in the auto-activity
• View Type - The type of filter that can be applied for the activities to follow (Either customer or invoice)
• Edit Filter - This opens the filter builder to use for selection criteria
• Email Template - This is the email template that auto populates with the activity template and CANNOT be overridden
• Report Name - This is the report that auto populates with the activity template and CANNOT be overridden
• Active - Either Active (Running), Inactive (Turned off), or preview (Was modified and needs previewed)
• Standalone - This step ignores priority of Seq No and will go when it's settings call for it (Most commonly used with Statements that go a certain frequency regardless of other emails being sent) and MUST be a lower Seq No than non standalone steps
• Create Followup - The option for the activity to create a followup for the assigned user to work (These appear under the (Activities) on the side nav rather than the (Messages)) 
• Auto Close - This tells the auto-activity to automatically close itself when it's finished creating
• Create if Exists - This tells the system to create the activity regardless if one of this same activity is still open from a previous generation
• Activity Type - The label activities have when created
• Override User - This sets the auto-activities to be assigned to one specific user rather than the assigned user
• Days/Day of Month/Day of Week - This and the number directly next to it determines the frequency a standalone activity is generated
• Response Days - The amount of days the follow-up generated has until it's due

Admin > Master Files > Activities

Summary:

This is where you configure what communication template and report the automated activity uses as well as setting the issue, activity note, reason codes and choosing to set the ability to attach invoice docs or follow the cust contact mentioned above.

Labels:

• Activity Template - The name of the template
• Priority - The order in which it appears under the (Activities) on the side nav 
• Issue Description - The issue ID that populates on the activity
• Communication Note - The activity note that auto populates on the activity
• Report Name - The report to send with the automation (Optional)
• Templates - The communication template to send with the automation (Optional)
• Reason Code - Sets the reason code on any selected invoices
• Attach Invoices - Attaches any tagged invoices
• Attach External Invoice Documents - Attaches any tagged invoice external documents
• Cust Contact - Follows the customer contact frequency in the credit class configuration
• Tag/Track by Invoice contact (2) -
• Color - This was mainly used on the old home page to color the tile for this activity
• Report Default Output - If a report is being set, this allows you to choose the file format (Word, PDF, XLSX, ect.)

Troubleshooting

Summary

Troubleshooting the credit class proves to be quite the task as there are so many components that need checked almost every time as there are so many pieces effected. But almost every single time we begin with the customer/activity the user is reporting an issue with.

Troubleshooting Tips & Tricks

Step 1: Get a customer/activity example that the issue is occurring (Be it that it generated or SHOULD HAVE generated)

Step 2: Verify what credit class the customer is CURRENTLY in 

a.) To accomplish this simply navigate to the customer

b.) Select the drop-down next to the customer search bar

c.) Check the "Credit" tab for the Credit Class

Step 3: Verify what step the activity has (This should just be the issue)

Step 4: Verify this WAS in fact generated with the credit class (This can be verified by ensuring "ActivityID" column is populated as manually generated items do not have this)

a.) While here it doesn't hurt to note if the activity is open or closed

Step 5: Navigate to the credit class via (Admin > Master Files > Credit Class)

From here the steps can vary from case to case depending on the reported issue but here are a list of items to check:

• Is the credit class set to active?
• Is the activity set to active?
• Is the credit class scheduled or set to auto gen after sync?
• Is the activity standalone?
• Check to see if the activity is following the customer contact frequency
• Check to see if the activity alert is set to "Create if exists" and verify if the activity we checked earlier is still open