CSR Workspace

A Customer Services Representative (CSR) work 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.

The CSR Workspace contains these widgets:

Widget Description
My Day Displays the current date, greeting message, and the user's icon and first name.
Announcement Displays a listing of announcements that are defined on the announcement section of Infor OS.
On Your Radar Focuses on managing priority tasks. The widget comprises of data and tasks that you can address:
  • Delayed order lines: Shows all customer order lines with user set as salesperson and that contain preconfigured dates, for example, past 7 days from the current date, that are also considered past the departure dates. When you click this tile, the widget performs a drillback to 'Customer Order. Open Line Toolbox' (OIS301).
  • Open orders for delivery: Shows all customer order lines with user set as salesperson and that are due for delivery with preconfigured dates, for example, 7 days later from the current date, that are requested with future delivery dates. When you click this tile, the widget performs a drillback to 'Customer Order. Open Line Toolbox' (OIS301).
  • Stopped orders: Shows all the customer orders with user set as Responsible person and that are stopped because of multiple reasons ranging from stop codes 1 to 9. When you click this tile, the widget performs a drillback to 'Customer Order. Open Toolbox' (OIS300).

See M3 Information Monitor.
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.

See Available to Spend, Customer Contacts, Open Invoices By Customer, and Open Orders by Customer.
Quick Actions Shows the task that you perform frequently. For the CSR workspace, this widget shows the Create customer order task by default. When you click this task, you can create a new customer order by specifying details for a specific customer with status 20, such as order type, delivery address, item number, warehouse, reference number, date, 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 drillback to 'Customer Order. Open Toolbox' (OIS300).
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 details about customer, orders, invoices, and customer returns.

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.

See Customer Return.

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

Order lines for delivery

 OIS100MI SearchLine
On Your Radar

Stopped orders

 OIS100MI SearchHead
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

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

Programs and sorting orders used in the workspace

The drillback functionality in some of the workspace widgets require specific configuration for filtering thecorrect 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, sortingorder, and table for the search on 'Standard Search. Open' (CMS021/B).

This table shows the widgets and the required values to create a record in search:
Program Sorting order Table
OIS300 1 OOHEAD
OIS301 1 OOLINE