Welcome to AR350: Maintaining Customers

1. Welcome to AR350:Maintaining Customers

2. First Things First Please set cell phones and pagers to silent Refrain from side discussions. We all want to hear what you have to say! Feel free to ask questions. If your question is off-topic or will be discussed later in the training course, we will write it on a flip chart (parking lot) to be sure we cover it later Two breaks and a one hour lunch are planned Bathrooms / Snacks

3. Hello • Name, Agency Name • What kinds of customers do you have at your agency? • What would you like to get from today’s session?

4. Training Materials Overview

5. Participant Guide • Produced in Microsoft Word • Contains key concepts, processes, and task information required to complete a user’s role in SMART • Process flows and screenshots of the SMART system are included • This is a great reference to use after training!

6. Concept Slides • Used to help the Trainer facilitate the course materials • Produced in Microsoft PowerPoint • Contains key content and graphics • Generally used at the beginning or end of each Lesson

7. Business Process Flows • Used to present the flow of either business processes or information within SMART

8. Activity Guide • Produced in Microsoft Word • Contains a scenario for each activity completed in the training database • Provides data that you must enter for the exercise • Organized by classrooms and users • Take note of the user ID assigned to you

9. Activity Types • Demonstration – instructor only (hands off) • Walkthrough – instructor leads and participants complete exercise with instructor (hands on) • Exercise – Participants complete on their own • Challenge – Participants complete on their own

10. User Productivity Kits (UPKs) • An online help tool that contains user procedures for completing tasks in SMART • Used in training to perform a simulation of a SMART task or to be used during an activity as a help guide • UPKs are also available after training on the SMART Training website • UPKs are simulated to have the look and feel of SMART, but do not impact the production environment. It is a safe way to practice tasks that you perform in SMART.

11. Job Aids • A short document that contains key concepts or steps involved in a course • Can be content or system related • Available for all participants to use during training • Used after training for quick reference from the Training Portion of the SMART website • Referenced as often as possible during training to indicate the “handiness” of the material

12. Course Evaluations • Are conducted using the SurveyMonkey tool • Please complete a course evaluations for each new course that you attend • Trainers also complete a course evaluation at the end of each class

13. Questions

14. Course Objectives Upon completion of this course, you will be able to: • List and define all primary and additional customer roles • Explain the end-to-end process for Accounts Receivable and Billing and how customers fit into that process • List the roles and tasks involved in the customer maintenance process • Enter, copy, and add general information to new customers • Update customer information

15. Lesson 1

16. Key Terms • Customers – Entity that receives or consumes products (goods or services) and has the ability to choose between different products and suppliers • Customer Role – Defines the functional use of the customer by an agency or the State of Kansas

17. Who are Customers in SMART Customer Roles determine the functional use of the customer ID, therefore customers need to be assigned to their appropriate role or roles in order to create reports and analyze their payment history by role or customer group. Customer roles are broken into Primary and Additional Roles. • Primary Roles • Bill To – The customer that receives the invoice • Remit From – The paying entity

18. Who are Customers in SMART • Additional Customer Roles • Correspondence Customer – Correspondence customers are, by default, associated with a bill to customer. The information that you establish for the correspondence customer defines processing options, send to information, and remit to address information for customer correspondence, such as statements, finance charge invoices, and dunning letters.Note: If you select a customer as a correspondence customer and then decide to deselect the checkbox, you must first delete the correspondence options that you set for the customer.

19. Who are Customers in SMART • Additional Customer Roles (cont’d.) • Grants Management Sponsor – This role indicates that this customer is an external sponsor who provides grant funding to State of Kansas agencies. When you select that the customer is a Grants sponsor, this enables the customer information that you enter on these pages to be included in other Grants pages and processing.

20. End-to-End Process of Accounts Receivable and Billing

21. Customer Maintenance Roles • AR Agency Administrator – This role is responsible for approving agency deposits in addition to creating and updating customers and customer information • AR Configurator – This role is responsible for setting up and maintaining values that are used for some AR fields including Speed Charts and Reason Codes • Billing Administrator (BI) – This role is responsible for setting bills to "ready" status and running the process to finalize invoices, as needed. Maintenance of agency-configured values are included with this role. This role also shares access to the customer maintenance tables with the AR Agency Administrator and may create new customers in the SMART system.

22. Customer Maintenance Roles (cont’d) • Central AR Configurator –This role is responsible for setting up and maintaining values that are used for some AR fields, such as payment terms an aging categories. They also have the ability to correct history for effective dated rows. • Central BI Configurator – This role is responsible for maintaining centrally controlled BI configuration values such as Remit To Addresses and Billing Sources • Customer Creator (AR) – This role is responsible for creating and updating customers and customer information

23. Lesson 1 Review In this lesson, you learned: • The definition of customers and customer roles in SMART • The end-to-end process of Accounts Receivable and Billing • What the customer maintenance roles are for Accounts Receivable and • Billing

24. Lesson 2

25. Lesson Objectives Upon completion of this lesson, you will be able to: • Enter a new customer by adding general customer information • Enter a new customer by copying from an existing customer

26. Entering a Customer • To conduct business with customers, information needs to be tracked about general and processing information, roles, and correspondence options • Note: The SOK will not be using Ship To or Sold To customers

27. We will now complete Activity 1 and Activity 2 in your Activity Guide

28. Copying an Existing Customer • When entering a new customer that is similar to an existing customer, you can copy some or all of the information from an existing customer • Use the Copy Customer page to select information to copy from existing customers to new customers • Note: The Copy Customer function does not copy all attributes. You must enter the Support Team Code, Default, Dunning and Statement ID. It is also best practice to verify that all information was copied correctly.

29. Lesson 2 Review In this lesson, you learned: • How to enter a new customer by adding general customer information • How to enter a new customer by copying from an existing customer

30. We will now complete Activity 3 in your Activity Guide

31. Questions

32. Lesson Checkpoint • What page is used to enter general customer information? • General Information page • T/F the SOK is using Ship To and Sold To customers. • False • When copying an existing customer, what attributes are not copied? • Support Team Code, Default, Dunning and Statement ID • Use the _____ page to select contact and address information that is used in statements and letter headers. • Correspondence Options page

33. Lesson 3

34. Lesson Objectives After completing this lesson, you will be able to: • Update customer types and general customer information • Create, apply, and update customer correspondence • Create, apply, and update customer messages • Create, apply, and update customer attachments • Create, apply, update, and remove customer notes

35. Updating Customer Types and General Customer Information • Over time your agency may need to add new customers to SMART • You may also need to modify or view existing customer information • SMART provided functionality to update customer roles and change additional relationship, payment, billing, purchasing, or address information

36. Updating Customer Types and General Customer Information

37. We will now complete Activity 4 in your Activity Guide

38. Customer Correspondence • Use the Correspondence Selection page to: • Select name and address information to use in statement, invoice, and letter headers • Decide where you want your customer to send payments • Override the business unit defaults for dunning letters, invoices, and statements for a particular customer • Determine when to exclude items from correspondence and when not to send the letter or statement

39. We will now complete Activity 5 in your Activity Guide

40. Attachments • Attachments consist of information that the user wants for additional customer information • For example, you have a customer related to Grants, and notes are needed regarding services for the grant. These notes can be in the form of PowerPoint presentations, Word documents, or Excel spreadsheets

41. We will now complete Activity 6 in your Activity Guide

42. Notes • Customer notes are seen on printed documents such as invoices, and are available for review by the customer • You can choose from defined standard notes or create a custom note

43. We will now complete Activity 7 in your Activity Guide

44. Lesson 3 Review In this lesson, you learned: • How to update customer types and general customer information • How to create, apply, and update customer correspondence • How to create, apply, and update customer messages • How to create, apply, and update customer attachments • How to create, apply, update, and remove customer notes

45. Questions

46. Closing the Day

47. Use the following resources • SMART Training Website • http://da.ks.gov/smart/training.html • SMART Training Team • Contact us at smarttraining@da.ks.gov • SMART materials • Review, Review, Review your SMART materials after training!!

48. Questions

49. Evaluation Please fill out the evaluation for today’s instructor led training session! http://www.surveymonkey.com/s/SMARTtrainingAR350

50. Thanks for coming and participating today!