Customer Services Rep. Workspace

The 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.

See M3 Information Viewer.
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.

See M3 Information Viewer.
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.
  • All stopped orders: Displays customer orders which are on hold for various reasons ranging from stop codes 1 to 9.
  • 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.

See Available to Spend, Customer Contacts, Open Invoices By Customer, and Open Orders by 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.

    See Purchase Requisition.
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.

See Customer Return.
Price and Availability Use this widget to view the sales price and stock availability in different warehouses for a selected item.

See Price and Availability.
Item Details Use this widget to list down all items in M3.

See Item Details.

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

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

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 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