RESOLUTION
Activity - What you are doing, i.e. Phone Call, Follow-up, Email, Expected Payment, Note
Issue - What you are doing it for, what you are trying to accomplish, i.e. collect past due invoices, resolve disputes, update contact information
Issues or tasks are created to track collection activities on a customer's account. An issue is created as a new communication with a specific collection objective to complete, for example, Call re: 30 days past due balance. The activities are created as the collector tried to resolve or complete the issue, for example:
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Call the customer about past due
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Email copy of invoices
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Reply email from customer disputing invoice
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Email back confirming credit
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Call for payment, promised payment
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Payment received
The collection process determines if more than one Issue open per customer but should try to maintain only one activity open per issue. The last activity should be complete when the invoice is closed, closing the issue as well.
Manage activities on Account Detail:
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Setup saved views in Communication grid for Open Activities only and All, set Open as the default
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Always tag invoices whenever possible:
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Ability to use option to auto close activity when invoice is paid
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Ability to see all activities at the invoice level, View Activities
Options for auto closing issues and activities:
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Site options - auto closeNo follow-upNo expected paymentNo unread email
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Paid invoice override - when tagged invoice paid
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Include Expected Payments - when payment has been met at payment date
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Customer Actions - action alert set to auto close will close when criteria no longer met
How to clean up activities:
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Account Detail - close additional activities
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Error sending email
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Unread email - Inquiries > by User > Mail, mark as read
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To close multiple / many open activities at once
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Inquiries > by User > Communication
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Use filter builder to filter data to view all old activities to close
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Using the 'Select all' icon, select all records
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Using the 'Edit Selected' icon, select 'mark all as complete'
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Update to close activities
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After next sync, Issues will close, if auto close option set in site options