Customer Services Rep. Workspace

A Customer Services Representative (CSR) works as a member of a dedicated team under the guidance of the Customer Services Manager. The team plays a vital role in the organization's commitment to delivering exceptional customer service. This role is part of a front-line customer support team, addressing inquiries and concerns, with the primary goal of ensuring a positive and satisfying customer experience.

This workspace contains these widgets:


Widget	Description
My Day	Displays the current date, a greeting message, and the user's icon and first name.
My current week CO’s (Value)	Displays my top customers ranked by the total value of customer orders placed this week. Use this widget to perform these additional actions: Hover over a bar line to show the total value of customer orders and respective customer number in a tooltip. You can click a bar line to drill down. On the records page, right-click a record and select Open to perform a drillback to M3.
All CO lines depart next 7 days	Displays customer order (CO) lines which are planned in the next 7 days. Hover over a chart section to show the planned date and total count of order lines in a tooltip. Click a section from the chart to perform a drill down. On the records page, right-click a record and select Open to perform a drillback to M3.
On Your Radar	Focuses on managing priority tasks. This widget contains matrices that open card tasks in the Required Actions widget: All delayed order lines: Displays customer order lines which are past the target departure date, for example, past 30 days from the current date. When you review all delayed order lines, you can change and save the planning date for a specific customer order. Under the New planning date, specify a new date and click the Confirm Planning date icon. To update the list of records, you must close the task and select Refresh from the widget menu. The updated order line is removed after you supply a target date in the future or more than the past 30 days.


Widget	Description
On Your Radar	All stopped orders: Displays customer orders which are on hold for various reasons ranging from stop codes 1 to 8. When you review all stopped orders, you can confirm a stopped order by clicking Confirm Stopped Order that triggers the specific customer order to change stop code to '9=Manually released order'. To update the list of records, you must close the task and select Refresh from the widget menu. The confirmed stopped order is removed from the list of records. All delayed POs connected to CO: Displays purchase orders for which the due date is past the receipt of the material or item required for the customer order. EDI/Batch orders in error: Displays batch orders with statuses ranging from 10 to 55, indicating that customer orders are not properly created. This includes new orders and those with errors that need correction. For every card task, click Review to view a breakdown of records and identify tasks to address. Optionally, you may hide a card task by clicking the bell icon. When you review the available records, you may access these additional functionality through clicking Review or View All: Select all or any records to export. Click Export to CSV. Drill back into an M3 program by clicking a record with a working link. Search for a particular record. On the Required Actions widget, clicking View All provides you a single view of all records in tabular format. Whereas, clicking View snooze list enables you to show the list of hidden card tasks. From the list, you can return a hidden card task on the main widget display by clicking Unsnooze.
Customers	This widget lists all the customers whose log in user is either tagged as a sales person or responsible person. Use this widget to view and retrieve this information: Email address Customer name, ID, and contact details. You can also search for a specific customer or click the drillback icon on each customer line to drill back to Infor M3. Available credit of the payee or customer and the status of it against the threshold limit. You can also view other details such as total credit limit, spent amount, outstanding balance, and at risk value. Stopped orders: Lists all customer orders which are stopped due to multiple reasons ranging from stop code 1 to 9. Open orders: Lists all customer order lines where the status is set in between 22 to 66. Open invoices: Lists all customer invoices that are open for the selected customer.
Quick Actions	Displays all tasks that you perform frequently. This widget shows these default tasks: Create customer order: Use this option to create a new customer order by specifying the required details for a specific customer with status 20. Some details include delivery address, order type, warehouse, order number, reference number, date, item number, quantity, and sales price. After creating a customer order, a message is displayed with the customer order ID which you can click to perform a drill back to 'Customer Order. Open Toolbox' (OIS300). Purchase Requisition: Use this option to create a new purchase requisition by selecting an item and providing the required information, such as warehouse, quantity, PO item name, and date, and optionally add a PO item description or attachment.
Important Links	Provides direct access to preconfigured programs in the Infor M3 application. This widget shows default links that drill back to M3 where you can view more details. See menu widget in the Infor OS User and Administration Documentation Library.
Customer Return	Utilize this widget to initiate customer returns by searching relevant orders based on specific categories.
Price and Availability	Use this widget to view the sales price and stock availability in different warehouses for a selected item.
Item Details	Use this widget to list down all items in 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
On Your Radar Delayed order lines	OIS100MI	SearchLine
On Your Radar Delayed order lines	OIS100MI	UpdCOPlanDates
On Your Radar Order lines for delivery	OIS100MI	SearchLine
On Your Radar Stopped orders	OIS100MI	SearchHead
On Your Radar Stopped orders	OIS120MI	UpdCOStop
Customers	CMS100MI	Lst_WD_CUSTOMER
Customers	CRS610MI	GetOrderInfo
Customers	CRS610MI	GetFinancial
Customers	CRS610MI	GetBasicData
Customers	CMS100MI	Lst_WD_CustCont
Customers	EXPORTMI	Select
Customers	CRS621MI	Lst
Customers	MNS150MI	GetUserData
Customers	MMS008MI	GetUserData
Customers	OIS100MI	SearchHead
Customers	MDBREADMI	LstFSLEDG00M3C1
Customer Return	OIS010MI	LstOrderTypes
Customer Return	MNS150MI	GetUserData
Customer Return	OIS100MI	LstLine
Customer Return	OIS100MI	SearchLine
Customer Return	CMS100MI	Lst_WD_CUSTRTWI
Customer Return	EXPORTMI	Select
Customer Return	OIS100MI	GetHead
Customer Return	MMS200MI	GetItmBasic
Customer Return	MMS200MI	SearchItem
Customer Return	MWS070MI	LstTransByOrder
Customer Return	OIS100MI	AddOrderHead
Customer Return	OIS100MI	AddOrderLine
Customer Return	OIS345MI	LstPriceMargin
Customer Return	CRS610MI	SearchCustomer
Customer Return	OIS010MI	Get
Quick Actions	CRS610MI	SearchCustomer
Quick Actions	MMS200MI	SearchItem
Quick Actions	OIS010MI	LstOrderTypes
Quick Actions	MMS005MI	LstWarehouses
Quick Actions	OIS100MI	AddBatchHead

Programs and sorting orders used in the workspace

The drillback functionality in some of the workspace widgets require specific configuration for filtering the correct data in Infor M3. When you perform a drillback to any program, check for the Function Search query. If the Function Search is disabled, you must create a record by specifying a combination of program, sorting order, and table for the search on 'Standard Search. Open' (CMS021/B).

This table shows the programs with their corresponding sorting order and table information all of which should be in active status:


Program	Sorting order	Table
OIS300	1	OOHEAD
OIS301	1	OOLINE
OIS302	1	OOLINE
PPS200	1	MPHEAD
OIS275	1	OXCNTR