M3 Customer Service Representative Workspace - Enhanced

The Customer Service Representative (CSR) is part of a dedicated team led by the Customer Service Manager, playing a vital role in the organization’s commitment to exceptional customer service.

As a front-line support professional, the CSR addresses customer inquiries and concerns with the primary goal of ensuring a positive and satisfying experience.

This table shows the available widgets in the workspace:

Widget Description
My Day Use this widget when you start your shift to read the role-specific welcome and quick productivity tips.
The Open Sales Orders Shows line amounts alongside customer order stop codes to help users identify the most common reasons for stopped orders and gain better insight into planned open orders. The report covers a rolling 12-month period.
Stopped Sales Orders by Payer Highlights top payers based on line amounts to enhance visibility into payer-related order stoppages. These updates addressed previous gaps in analyzing order stoppages and monitoring payer impact. The report reflects data for the current period.
On Your Radar

Use this widget dashboard to surface exceptions, review issues, and click any monitor card to open its detailed list for investigation.

The dashboard of monitors includes Delayed Order Lines, Delayed POs Connected to CO, Stopped Orders, and Order Lines Departing within Coming 7 Days.
On Your Radar - Drilldown

Use this widget to show detailed drilldown views for the On Your Radar monitors that run the underlying searches.

You can use this widget to adjust query inputs, such as FACI and date ranges, and to inspect selected outputs, such as order, line, and PO fields. Additionally, you can use this widget to open the corresponding program for each record.
Customers

Use this widget to search for customer records from CRS610MI.

You can specify search criteria or select from the results to open the Customer Overview through the configured bookmark and investigate customer details or actions.
Available to Spend

Use this widget to show the customer credit and available to spend, the risk threshold, and drillback options.

You can use this widget to verify credit exposure and compare it against the threshold. You can click drillback links, such as Customer Credit Limit, to view or manage credit details.
EDI/Batch Order Errors

Use this widget to show the counts and distribution of EDI/Batch Orders errors by status.

You can use this widget to identify statuses that have errors. You can select a status to list affected lines and open the EDI/Batch Orders program to correct errors.
Items

Use this widget to search and look up items from MMS200MI.

You can specify an item number or text to locate items. You can also open the Item Overview bookmark to view the full item details and related actions.
Important Links

Use this custom menu widget of frequently used M3 programs and hubs, such as Customer Support Center, Customer Order Hub, Shipment Toolbox, and Invoices.

You can use the widget to jump directly to the tools and workspaces that are relevant to your tasks.
Price and Availability

Use this widget to show information about price, standard cost, and availability for selected items, including options for margin and cost.

You can use this widget to verify pricing and stock before quoting or confirming orders and to identify issues with margin and stock.
Purchase Requisition

Lists relevant purchase requisitions and related documents for items.

You can use this widget to review requisitions, open linked documents or images, and navigate to planned purchase orders for procurement follow-up.
Where Am I Working Shows your current workspace and context within M3.

Tables used in the workspace

This list shows the tables that you must activate within M3 Function Search to retrieve data:
  • OCUSCO
  • OCUSMA
  • OOLINE
  • FSLEDG
  • ODLINE
  • MITMAS

APIs used in this workspace

This table shows the APIs used in varying widgets for this workspace:

Widget Program Transaction
Customers CRS610MI SearchCustomer
CO Lines with Departure Date within Next 7 Days - My Facility, Per Customer FACETMI LstFacetsDescr
EDI/Batch Order Errors FACETMI LstFacetsDescr
Items MMS200MI SearchItem
My CO’s Current Week (Value) OIS100MI SearchHead
On Your Radar OIS100MI SearchHead
On Your Radar - Drilldown OIS100MI SearchHead
On Your Radar OIS100MI SearchLine
On Your Radar - Drilldown OIS100MI SearchLine
On Your Radar PPS200MI SearchLine
On Your Radar - Drilldown PPS200MI SearchLine