Customer record maintenance

You can create customer records to help you manage your business relationships with your customers. You can manage your contacts, create customer logs, and view customer agreements and associated customers.

Customer records contain the following information about your customers:

Business and billing addresses
Billing details
Internal charge account and cost center
Internal contacts and vendor contacts
Associations with customer agreements and price schedules
Associations with service level agreements (SLAs) and response plans
Associations with parent or child customers

Customer contacts
You can create, view, modify, or delete contacts for a service provider, customer, or vendor of the customer. A contact must be an active person in the People application.
Service addresses
A service address can represent the location of one or more assets or physical locations for a customer.
Customer price schedules
A customer price schedule specifies the services that you provide, the assets and locations for which you provide services, and the conditions under which you price the services. You report fees and charges on tickets, work orders, or sales orders to which the price schedule is applied.
Associated customers
An associated customer is typically a child, division, or subsidiary of the parent customer. Associated customers are created when a customer has multiple billing addresses and a record is created for each billing address.
Customer service level agreements
A service level agreement (SLA) defines the agreed-upon levels of service that you provide to a customer. A service level, which is also known as a commitment, describes a quantifiable service.
Customer response plans
A customer response plan is a set of automated actions and notifications for a specified set of conditions. You create a response plan when you want consistent responses to requested work. Your service agents can refer to response plans to decide how to respond to a work request.
Customer status
The status of a customer determines whether you can reference the customer on other active records. An active customer can be referenced on other active records. An inactive customer cannot be used on active records.
Internal charge backs
Customers use the cost center and charge back accounts for billing transactions to process internal charge backs.
Records associated with deleted customers
Many records, such as assets and bills, are associated with customer records. Deleting a customer with active records can impact related records.
Customers on work orders
The customer that is associated with a work order determines the classifications, attributes of classifications, assets, locations, and CIs that are processed with the work order. The customer also determines which users can access the work order record.

Parent topic: Setting up customer information

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