0
1.6.0
Australia, Zurich, Yokohama
Standalone Application
Case Management for Invoice Operations enables B2B customers to streamline invoice-related services such as invoice disputes and collections. This application includes a dedicated invoice case type along with invoice case lines. This application also includes the common services that customers can request on an invoice, workflow, and agent experiences.
The application includes:
- A dedicated invoice case type for invoice-related disputes or complaints.
- New persona roles for the invoice case agent and invoice case manager that can be assigned to users who are going to be working the invoice cases.
- Leverages case lines introduced in Q4 2024. Invoice case lines extend case lines and can represent either invoices or invoice lines on a specific invoice that are being disputed.
- Out of the box, we allow disputes for the following reasons and also allow implementations to extend these reasons:
- Pricing discrepancies (incorrect price or discount)
- Incorrect quantity
- Incorrect customer information
- Incorrect item
- The agent workspace experience uses the CSM default record page experience. Following versions will include a tailored experience.
New:
- Retrieve invoice cases together with their associated line items for a more comprehensive view on the Business Portal.
- Created new ACLs that enable B2B customers to view invoice case and invoice case line details on the Business Portal.
- Introduced a custom invoice record details page in the CSM/FSM Configurable Workspace. This is a backend implementation and does not affect functionality.
Required plugins and products:
- Store application dependency
- Case lines and workflows (com.sn_case_line)
- Order to cash common architecture (com.sn_otc)