Customer Support Center
User stories
A customer service user must have a quick access to view and update customer information, financial details, invoices, and other key information, to assist customers effectively.
M3 Business Engine configuration
To display data in the Customer Support Center application, you must set up customers in 'Customer. Open' (CRS610). This M3 Business Engine configuration is required to get the Customer Support Center application to work.
See the Components section for details on configuring each component.
Application authorization
To access and run the Experience Designer application, you must be authorized to the M3 Business Engine functions and API transactions used by the application.
This table shows the functions and transactions used by the Customer Support Center application:
| Function or API Transaction | Transaction | Information Category | View |
|---|---|---|---|
| CMS055MI | LstByCustomer | ||
| CMS055MI | AddConnection | ||
| CRS610MI | GetBasicData | ||
| CRS610MI | GetOrderInfo | ||
| CRS610MI | LstAddresses | ||
| CRS610MI | SearchCustomer | ||
| CRS610MI | ChgAddress | ||
| CRS610MI | GetAddress | ||
| CRS610MI | GetFinancial | ||
| CRS610MI | SearchCustCred | ||
| CRS618MI | Add | ||
| CRS618MI | Upd | ||
| CRS618MI | Get | ||
| LISTMI | ListDataAsCSV | M3_LIST_FSLEDG | M3_01_01 |
| LISTMI | ListDataAsCSV | M3_LIST_OCLINE | M3_01_01 |
| LISTMI | ListDataAsCSV | M3_LIST_OOLINE | M3_01_01 |
| LISTMI | ListDataAsCSV | M3_LIST_OCHEAD | M3_02_01 |
| MMS080MI | LstMtPlByItmWhs | ||
| OIS100MI | LstLine | ||
| OIS100MI | ChgOrderRef | ||
| OIS100MI | SearchHead | ||
| OIS350MI | LstAllInvByCO | ||
| OIS390MI | UpdLine |
Application Header
The Customer Support Center application features a lookup field in the application header to select a customer.
- 'Customer Details'
- 'Orders'
- 'Invoices'
- 'Customer Returns'
When selecting a customer, the components in each tab are populated with data.
'Customer Details'
- 'Contact Persons': This tab contains a data grid that lists contact persons, and a button to add new contact persons for the customer. When clicking a contact person, contact person details are shown in the form below which can be updated using the button.
- 'Addresses': This tab contains a data grid that lists addresses for the customer. When selecting an address in the data grid, address details are shown in the form below which can be updated using the button.
- 'Financial Details': This tab contains three forms, displaying financial details, payer details, and credit details for the selected customer.
'Orders'
- 'All Orders': This tab contains two data grids, displaying customer orders and customer order lines. The Customer Orders data grid includes the possibility to search for orders, buttons to reschedule or create a return for a selected order, and a button with link to the Customer Order Hub application. The Customer Order Lines data grid is populated when selecting a customer order and includes buttons for adding new or updating lines.
- 'Late Orders': This tab contains two data grids, displaying late order lines and material plan. The Late Order Lines data grid includes the possibility to search for order lines. When clicking a late order line, the Material Plan data grid is populated with data.
'Invoices'
- 'All Invoices': This tab contains two data grids displaying all invoices and invoices per customer order. Both data grids include the possibility to search for invoices and customer orders respectively.
- 'Overdue Invoices': This tab contains a data grid, displaying all overdue invoices and includes the possibility to search for invoices.
'Customer Returns'
The 'Customer Returns' tab contains two data grids, displaying customer returns and return lines. When selecting a customer return, the Lines data grid is populated with data. Both data grids include buttons for creating returns and return lines.
Components
This table shows the specific configuration per component:
| Component | Component |
|---|---|
| Application header |
Component ID: appHeader Purpose: Displays the main application header, and a Customer lookup field where you can select a customer. M3BE data used: 'Customer. Open' (CRS610) Data services used: Browse_Customers Comment: This component uses search. You must activate the OCUSMA table for search in M3 Function Search Administration. |
| Basic Data form |
Component ID: Form_BasicData Purpose: Displays basic data about the customer. M3BE data used: 'Customer. Open' (CRS610) Data services used: Get_CustomerBasicData |
| Late Order Lines data grid |
Component ID: DataGrid_LstLateOrderLines Purpose: Displays late order lines. M3BE data used: 'Customer Order. Open Line Toolbox' (OIS301) Data services used: Lst_LateOrderLines Comment: This component uses search. You must activate the OOLINE table for search in M3 Function Search Administration. |
| Material Plan data grid |
Component ID: DataGrid_MaterialPlan Purpose: Shows material plan data by item and warehouse. M3BE data used: 'Material Plan. Open' (MMS080) Data services used: Lst_MaterialPlanbyItemWHLO |
| All Invoices data grid |
Component ID: DataGrid_LstAlInvoices Purpose: Lists all invoices. M3BE data used: 'Acc Receivable. Display' (ARS200) Data services used: Lst_AllInvoices Comment: This component uses search. You must activate the FSLEDG table for search in M3 Function Search Administration. |
| Invoice Per Customer data grid |
Component ID: DataGrid_LstInvoicePerCustomerOrder Purpose: Shows invoices per customer order. M3BE data used: 'Invoice. Display' (OIS350) Data services used: Lst_InvoicebyCO |
| Returns Head data grid |
Component ID: DataGrid_LstReturnsHead Purpose: Displays return headers. M3BE data used: 'Customer Return. Open' (OIS390) Data services used: Lst_ReturnsHead |
| Lines data grid |
Component ID: DataGrid_LstReturnLines Purpose: Lists return lines. M3BE data used: 'Customer Return. Open Lines' (OIS391) Data services used: Lst_CustomerReturns2 |
| Customer Orders data grid |
Component ID: DataGrid_SearchCOHead Purpose: Search and display customer order headers. M3BE data used: 'Customer. Open' (CRS610), 'Customer Order. Reschedule' (OIS130) Data services used: Search_COHead, RescheduleOrder Comment: This component uses search. You must activate the OCUSMA table for search in M3 Function Search Administration. |
| Order Lines data grid |
Component ID: DataGrid_LstOrderLine Purpose: Displays order lines. M3BE data used: 'Customer Order. Open Line Toolbox' (OIS301) Data services used: Lst_OrderLine |
| Addresses data grid |
Component ID: DataGrid_Addresses Purpose: Lists customer addresses. M3BE data used: 'Customer. Connect Addresses' (OIS002) Data services used: List_Addresses |
| Address Details form |
Component ID: Form_AddressDetails Purpose: Manages detailed customer address information. M3BE data used: 'Customer. Connect Addresses' (OIS002) Data services used: Get_Addresses, Chg_AddressDetails |
| Contact Persons data grid |
Component ID: DataGrid_Contacts Purpose: Lists contact persons for the customer. M3BE data used: 'Customer. Connect Contact' (CMS055) Data services used: Lst_Contacts |
| Contact Person Information form |
Component ID: Get_ContactPersonDetail Purpose: Shows detailed contact person information. M3BE data used: 'Contact Person. Open' (CRS618) Data services used: Get_ContactDetails, Upd_ContactDetails |
| Financial Details form |
Component ID: Get_FinancialDetails Purpose: Manages customer financial information. M3BE data used: 'Customer. Open' (CRS610) Data services used: Get_FinancialDetails |
| Credit Details form |
Component ID: Get_CreditDetails Purpose: Displays credit and overdue invoice details. M3BE data used: 'Customer. Open' (CRS610), 'Customer Order. Open Toolbox' (OIS300) Data services used: Get_CreditDetails Comment: This component uses search. You must activate the OCUSMA and OOHEAD table for search in M3 Function Search Administration. |
| Payer Details form |
Component ID: Form_GetSalesDetails Purpose: Displays payer bank details. M3BE data used: 'Customer. Open' (CRS610) Data services used: Get_PayerDetails |
| Overdue Invoices data grid |
Component ID: DataGrid_Overdue Purpose: Displays overdue invoices. M3BE data used: 'Acc Receivable. Display' (ARS200) Data services used: Lst_InvoiceOvedue Comment: This component uses search. You must activate the FSLEDG table for search in M3 Function Search Administration. |
Links and bookmarks
This table shows the links and bookmarks along with their purposes:
| Link ID | Type | Purpose |
|---|---|---|
| Link_AddOrderLine | M3 Automation | Launches 'Customer Order. Open' (OIS100) to allow the user to add an order line, auto-filling customer and order numbers. |
| Link_CreateReturn | M3 Automation | Runs 'Customer Return. Open' (OIS390) to create a return for the selected customer. |
| Link_CreateReturnOrder | M3 Automation | Runs 'Customer Return. Open' (OIS390) to create a return order with customer and order information. |
| Link_CustomerOrderHub | M3 Bookmark | Opens the Customer Order Hub application with the selected order number preloaded. |
| Link_OrderLines | M3 Bookmark | Opens 'Customer Order. Open Line' (OIS101) for a specific order line. |
| Link_ReturnLines | M3 Automation | Runs 'Customer Return. Open' (OIS390) to list return lines for the selected customer, warehouse, and receiving number. |
Dialogs
This table shows the dialog ID and API programs with their purposes:
| Dialog ID | API Program | Purpose |
|---|---|---|
| Dialog_RescheduleOrder | OIS100MI/ChgOrderRef | Dialog for changing requested delivery date |
| Dialog_AddContact | CRS618MI/Add, CMS055MI/AddConnection | Dialog for adding a contact person |
Conditional styles
This table shows the conditional styles of the components:
| Component | Condition name | Target field | Condition | Styling |
|---|---|---|---|---|
| Late Order Lines data grid | Condition_CRPW96 | OBDWDZ | See app |
Text color: #C31014 - red Icon: alert Icon color: #C31014 - red Background color: #FBE7E8 - light red Text weight: normal |
| Late Order Lines data grid | Condition_LQ1JKG | OBORST | OBORST=90 |
Text color: #DA1217 - red Icon: error Icon color: #DA1217 - red Text weight: normal |
| Late Order Lines data grid | Condition_B9RWJG | OBORST | OBORST=77 |
Text color: #1C7F49 - dark green Icon: apply-rule Icon color: #1C7F49 - dark green Text weight: normal |
| All Invoices data grid | Condition_QFRXUM | ESDUDT | See app |
Text color: #C31014 - red Icon: alert Icon color: #C31014 - red Background color: #FBE7E8 - light red Text weight: normal |
| All Invoices data grid | Condition_J99U8J | ESRECO | ESRECO=9 |
Text color: #1C7F49 - dark green Icon: apply-rule Icon color: #1C7F49 - dark green Text weight: normal |
| Overdue Invoices data grid | Condition_HX4FVY | ESDUDT | See app |
Text color: #C31014 - red Icon: alert Icon color: #C31014 - red Background color: #FBE7E8 - light red Text weight: normal |
| Invoices per Customer Order data grid | Condition_JNT8HH | DUDT | See app |
Text color: #C31014 - red Icon: alert Icon color: #C31014 - red Background color: #FBE7E8 - light red Text weight: normal |
| Invoices per Customer Order data grid | Condition_AQ7Q6V | RAFC | RAFC=0 |
Text color: #1C7F49 - dark green Icon: apply-rule Icon color: #1C7F49 - dark green Text weight: normal |
| Basic Data form | Condition_ONY7V5 | STAT | STAT=20 |
Text color: #1C7F49 - dark green Text weight: normal Background color: #EBF9F1 - light green |
| Basic Data form | Condition_VMOWF6 | STAT | STAT≠20 |
Text color: #DA1217 - red Text weight: normal Background color: #FBE7E8 - light red |
| Credit Details form | Condition_MMBYP4 | ODUE | ODUE>0 |
Text color: #DA1217 - red Text weight: normal Background color: #FBE7E8 - light red |
| Credit Details form | Condition_H7D6X9 | BLCD | BLCD>0 |
Text color: #DA1217 - red Text weight: normal Background color: #FBE7E8 - light red |
| Credit Details form | Condition_QWP6CC | ODIN | ODIN>CRLM |
Text color: #DA1217 - red Text weight: normal Background color: #FBE7E8 - light red |
| Credit Details form | Condition_SHMR8F | OVNI | OVNI>CRL3 |
Text color: #DA1217 - red Text weight: normal Background color: #FBE7E8 - light red |
| Credit Details form | Condition_M2JUVI | OINA | OINA>CRL2 |
Text color: #DA1217 - red Text weight: normal Background color: #FBE7E8 - light red |
| Credit Details form | Condition_LPDJH7 | CRLM | CRLM<ODIN |
Text color: #DA1217 - red Text weight: bold |
| Credit Details form | Condition_GDTKH6 | CRL2 | CRL2<OINA |
Text color: #DA1217 - red Text weight: bold |
| Credit Details form | Condition_MV0FGU | CRL3 | CRL3<OVNI |
Text color: #DA1217 - red Text weight: bold |
| Customer Orders data grid | Condition_LDLXPC | RLDZ | See app. |
Text color: #C31014 – red Icon: alert Icon-color: #C31014 – red Text weight: normal Background color: #FBE7E8 - light red |
| Customer Orders data grid | Condition_COPF6P | ORSL | ORSL=77 |
Text color: #1C7F49 - green Icon: apply rule Icon color: #1C7F49 - green |
| Customer Orders data grid | Condition_SLUO71 | ORST | ORST=77 |
Text color: #1C7F49 - green Icon: apply rule Icon color: #1C7F49 - green |
| Customer Orders data grid | Condition_PG6UFH | ORSL | ORSL=90 |
Text color: #DA1217- red Icon: error Icon color: #DA1217- red |
| Customer Orders data grid | Condition_KGGOEG | ORST | ORST=90 |
Text color: #DA1217- red Icon: error Icon color: #DA1217- red |
| Customer Returns data grid | Condition_PLSL7J | OCRESL | OCRESL=05 |
Text color: #C31014 - red Icon: error Icon color: #C31014 - red Text weight: normal Background color: #FBE7E8 - light red |
| Customer Returns data grid | Condition_Y5O1EF | OCEPDT | See app |
Text color: #DA1217- red Icon: alert Icon color: #DA1217- red |
| Customer Returns data grid | Condition_L8YM0N | OCCRSB | OCCRSB=2 |
Text color: #1C7F49- green Icon color: #1C7F49- green Text weight: bold |