Three different things
| Where | What | Needs |
|---|---|---|
| The entry screens of sales invoice, delivery note (challan) and sales order, when you press Save | The credit check dialog: warn, block, ask for a release | CRM on; the permission to save that document |
| The view page of a saved sales document | A CRM panel: risk warnings, collection status, links and actions | CRM on, and the permission to see CRM customers |
| Accounting > the customer > view | A CRM tab: health, receivables, credit, open work, a link to Customer 360 | CRM on |
The credit check is explained in Save a credit sale: what you see. This article is about the panels.
The CRM panel on view pages
The panel shows on the view page of sales invoices (also the abbreviated, fixed-asset and grid invoice screens), delivery notes, sales orders, sales quotations, sales returns and provisional returns, service jobs, sales additionals, sales order cancellations, recurring invoices, and the sales delivery screen.
CRM risk warnings
Every panel starts with CRM risk warnings ("Review these CRM risk signals before continuing; ERP authorization and posting rules remain unchanged."). The signals are:
- Credit hold is active
- Customer has overdue exposure
- Unresolved dispute exists
- Critical service risk exists
- Broken promise-to-pay history
They are for information only: the panel does not stop anything. What stops a credit sale is the credit check when the document is saved.
On a sales invoice
The invoice's panel shows its collection status (Paid, Open receivable, Overdue, Critical overdue), the Due amount, Receipts posted, Active disputes and a CRM timeline of the invoice, with these buttons:
| Button | What it does |
|---|---|
| Assign collector | Sets the collector of the customer's collection work (opens a collection case if there is none) |
| Promise to pay | Records a promise for this invoice (Promises to pay) |
| Raise dispute | Opens a dispute case for the invoice (Disputes, renewals and recoveries); a disputed amount is left out of collection work |
| Close collection work | Shown when nothing is due on the invoice and a case is open |
| View collection history | Opens Follow-ups for this invoice |
| Run collection automation | Runs the collections run; shown only to users who can manage CRM settings. The result says how many cases were opened and closed and how many follow-ups were created |
| Open ticket queue, Open customer | Service tickets for the invoice; the customer list |
The panels of other documents show the customer's CRM context and links (tickets, opportunities, follow-ups) in the same way.
The CRM tab on the customer in Accounting
The customer's view in Accounting gets a CRM tab: health, the On credit hold and Do not contact tags, Outstanding, Credit headroom, Average days to pay, Revenue this year, Receivables ageing, Open CRM work (follow-ups, collection cases, tickets, open opportunities, open disputes, broken promises) and Next follow-ups, with a link to Customer 360.
The CRM panel is missing on the invoice.
CRM must be on for your company, and your role needs the permission to see CRM customers. The invoice itself opens without them (Who can use which CRM screen).