Who this is for. AR and cash-application staff who review remittances whose customer the agent did not find. Only the SuperAdmin role can use AR Remittances. See Roles and Access.
Availability. The Documents tab appears when AR Remittances is enabled for your organization and turned on for the selected instance. You choose the instance in the ERP: picker. You can turn on AR Remittances only on an instance whose system of record (SoR) is Workday.
Overview
The agent matches each remittance to a customer by name and by the hints saved for that customer. It checks the hints first. When it finds no match, the document shows Unknown in Customer Match Status, and you match it yourself. Customer hints then help the agent match that customer's later remittances on its own.
The agent also learns from written documents. When a document is written, the agent remembers which customer its extracted name belongs to, including a correction a user made. It then matches later remittances with the same name to that customer. This learning has no screen or setting.
From the Document Information page, you can:
match a document with a customer
update that customer's hints
enrol a customer who is not enrolled in AR Remittances
Before you start
Open the document from Active Data. Documents in Written to SoR and Dismissed Documents do not offer Match with a Customer.
Sign in with the SuperAdmin role.
Hints come from the values the agent extracted from a document. A document created by hand has no extracted values.
Match a document with a customer
In Active Data, select the document icon beside the File Type value of the document. The Document Information page opens.
In the customer block, select Match with a Customer. A customer list opens under the button, with the document's current customer at the top.
Search for the customer in the search box.
Select the customer's row. For an Enrolled customer, the document is matched at once, with no confirmation. The list closes, and Customer Match Status changes to Known. If the row reads Unenrolled, an enrolment prompt opens instead, as the last procedure in this article describes.
Figure 1. The customer list that Match with a Customer opens
Each row shows the name and ID of a customer, such as Contoso Supply (C-1002), with Enrolled or Unenrolled.
Matching the customer does not change the Entity field in the payment record. If the entity is blank or wrong, select Edit and choose the entity before you write. See How the Entity Field Is Set.
Update customer hints
Update a customer's hints when the agent does not match that customer's remittances on its own. You open the hints from the same customer list.
On the document, select Match with a Customer.
On the customer's row, select Update Customer Hints. The Update Customer Hints dialog opens.
Confirm Customer Name and Customer ID at the top of the dialog.
In Entity, choose the entity the hints apply to. Hints are saved for this customer and entity together. Changing Entity shows the hints saved for that entity.
Under Verify and Choose Customer Hints, compare the value of each row with the Customer Payment preview.
For each value that identifies this customer, select its Hint checkbox.
Check the value in the list beside each selected checkbox. The list holds the value extracted from this document. It also holds any values already saved as hints for this customer and entity. You can select more than one value, but you cannot type a new one. The Contains row is the exception: you type its text in a box.
Select Update.
Figure 2. The Update Customer Hints dialog
The dialog says the hints help the agent match future remittances. Update saves the hints for the selected customer and entity. When you select at least one hint, Update also matches this document with the customer. It sets the document's entity to the one you chose. The agent uses the hints for remittances it receives later. Cancel closes the dialog without saving.
Hint rows
Each row shows a value the agent extracted from this document, or -- when it found none. The last row, Contains, takes text you type instead. Table 1 lists the rows the dialog shows. The rows can differ by organization.
Table 1. Hint rows in the Update Customer Hints dialog
Row |
Value it holds |
|---|---|
Customer Name |
The customer name on the remittance. |
Customer Contact Email |
A contact email address on the remittance. |
Customer Website |
A website address on the remittance. |
Customer Phone |
A phone number on the remittance. |
Customer Address |
A customer address on the remittance. |
Email From |
The address the remittance email came from, not an address inside the file. |
Billing Address |
A billing address on the remittance. |
Currency |
The currency on the remittance. |
Contains |
Text that this customer's remittances carry. You type it in the box, which reads Input preferred text while it is empty. |
Hint rules
These rules govern how the agent applies the hints you save.
An Email From hint saved on its own matches every remittance sent from that address.
A Contains hint matches a remittance only when the remittance carries that text.
When a customer has several hints, a remittance matches that customer only when all of them match. A Currency hint alone does not match a remittance.
Two customers, or two entities of one customer, cannot have the same hints. To share one Email From address between customers, add another hint that tells them apart, such as Customer Name.
When hints point to different customers, a Customer Name match wins over an Email From or Currency match.
Hints carry the entity chosen in the dialog, so later remittances matched through them take that entity.
Enrol an unenrolled customer
When Customer Match Status reads Unenrolled, enrol the customer before you write the document. Until then, Write to SoR is unavailable and Edit does not appear. For the meaning of each value, see Classification, Status and Confidence.
In Match with a Customer, select a row marked Unenrolled. A prompt says that the customer is not enrolled in AR Remittances. It asks whether to enrol the customer now.
Confirm the enrolment in the prompt. The document is matched with the customer, and the customer is enrolled, in one step.
Figure 3. The prompt for an unenrolled customer
You can also cancel the prompt without enrolling the customer. Selecting Update Customer Hints on an Unenrolled row opens the same prompt.
The customer block also shows Enroll beside Customer Match Status when it reads Unenrolled. Selecting it enrols the customer in AR Remittances.
You can also enrol a customer from the Customers tab. Use Enroll or unenroll in the toolbar, or the AR Remittances switch in the Enrollment row of the customer's page. See Enrol Customers in AR Remittances.
After enrolment, the agent treats the customer's new remittances as Known. Enrolling from a document page also makes the customer's unwritten Active Data documents Known at once. You can then write them. Enrolling from the Customers tab changes no existing document.
Troubleshooting
Table 2 lists problems with hints, their causes, and what to do.
Table 2. Customer hints troubleshooting
Symptom |
Cause |
What to do |
|---|---|---|
On a document created by hand, the hints dialog shows a spinner, with no hint rows or buttons |
The document was created by hand, so it has no extracted values to offer as hints. If the dialog shows an empty Entity box and no hint rows instead, see the next row. |
Save the hints from a document that the agent created from an email attachment. |
The dialog shows only the customer name, ID and Entity, with no hint rows or buttons |
The dialog has no entity to load hints for. This happens when the customer has no entity. |
Reload the page to close the dialog. Check the customer's entities in Workday, or contact Support. |
Update fails, and a red line at the top of the dialog names another customer |
The same hints are already saved for another customer, or for this customer under another entity. |
Add another hint that makes the set unique, such as Customer Name, or clear the clashing hint. |