Collections Workbench (AR) for Service

Use the link or the scribe to view panels and to complete the actions.

Focused on ITEMS tab:

Jump to:

Invoice Reprint

Create Statement

Add Conversations

View Item Activity

Accessing Collections Workbench

1. Go to Main Menu > Accounts Receivable > Collections Workbench.
2. Ensure Business Unit = KAPCO (select it if it’s not defaulted).
3. Enter the Customer Number, select the correct customer, and click Search.

Credit Profile tab

• View overall Balance Owed
• View Past Due Amount
• View Credit Limit and risk‑related information

Use this tab to quickly assess a customer’s credit exposure and delinquency.

Payments tab

• View history of customer payments
• Scroll to see full columns and amounts
• Use Notepad under More Info to view payment‑related transactions and how payments were applied
  

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  Common entry types:
  

  PY=PAYMENT	OA=ON ACCOUNT
  MT=MAINTENANCE	PR=PREPAY

   

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Use this tab to research how a payment was applied or to identify the check/ACH/CC related to a payment (via Payment ID / Deposit ID).

Conversations tab

• Click Conversations to see collection notes and history.
• Click Notepad to open the note and review comments and attachments.

Use this tab to understand prior outreach, promises to pay, and any documentation tied to discussions with the customer.

Items tab (Open & Closed Transactions)

• Click Items to see open transactions (invoices, credits, payments).
• Use the Status dropdown to view Open, Closed, All, Past Due, etc., and click GO.
• Review:
  • Item Balance
  • Due Date
  • Entry Type (IN = Invoice, CR = Credit, PY = Payment, etc.)

Interpretation tip:

• Invoices (IN) are typically positive. A negative invoice balance (e.g., -14.96) usually indicates an overpayment or credit applied in excess of the invoice; review Item Activity for details.

1. On the Items tab, check one or more relevant transactions.
2. Use the Select Action dropdown to perform actions, then click GO.

Key actions:

• Select invoice(s).
• Select Action: Reprint Invoices
• Click GO, then OK on the Invoice Reprint window.

• Select at least one item (or use any item for the account).
• Select Action: Excel Open Item Report
• Click GO.
• Open the Excel file from your browser Downloads to view the statement.

• Select one or more items.
• Select Action: Tie to a New Conversation (or Tie to the Last Conversation, when appropriate).
• Click GO.
• In the conversation window:
  • Description (required): briefly state purpose (e.g., “Collection call – promise to pay”, “Invoice copy sent”, “Credit & rebill review”, “Balance check”).
  • Add date, initials, and details in the comments box.
• Click OK or Apply to save.

• Select at least one item.
• Select Action: View Items and Item Activity
• Click GO.
• Use the top scroll bar to move between selected items, and the bottom scroll to see that item’s detailed activity, including:
  • Balance, Due Date, Order Number
  • Deposit ID & Group ID (for payments)
  • Payment ID (typically the check number; may also reflect CC/ACH).

Prepayments:

• Item IDs beginning with “K#” represent prepayments applied when the invoice was not yet available or was unknown at the time of payment.

When you know an invoice, order, or item ID:

1. On the Items tab, set Status to All or Closed, if you need non‑open items.
2. Click Filter Items.
3. Choose appropriate Item Status (often All).
4. Enter one or more of:
   • Item ID
   • Order Number
   • Other available filters
     (Include leading zeros where applicable.)
5. Click Search to return matching items.

• Account Overview:
  Navigate: Main Menu > Accounts Receivable > Customer Accounts > Customer Information > Account Overview.
  • Provides a consolidated view similar to the Items tab, plus quick access to payment history and aging.
• Collections Workbench:
  Primary workspace for collections activity, notes, and item‑level actions (invoice reprints, statements, etc.).

Users should be familiar with both and know which is appropriate for their task.

Use these areas to verify payments that are not yet fully applied:

• In Collections Workbench > Payments tab:
  • Review Outstanding / In Process payments.
• In Account Overview:
  • If In Process Payments is displayed, click it to see the list of payments that are currently being processed, including totals and statuses.

Link: https://scribehow.com/viewer/CAS_and_Collections_Workbench__AR__ZDGCpwgkSNywewSiCzWrpA