English | English
Customer relations
Here you will learn how to activate and create the system objects required for managing customer relations and sales orders.
Here you can enable:
- Registering and approving sales orders and their terms.
- System control whether logistics and financial order terms are fulfilled.
- Processing complaints, returns, and other cases that require creating adjustment documents.
Activate Sales orders
Here you can activate the Sales order document to manage customer requests for goods delivery or service provision.
Use the document to register and control whether all sales terms, including delivery and payment terms, are fulfilled.
Paths
| Path | Master data and settings → Master data and sections → Sales |
|---|---|
| In-app link EN code | e1cib/data/DataProcessor.TMAdministrationPanel.Form.Sales |
| In-app link RU code | e1cib/data/Обработка.ПанельАдминистрированияУТ.Форма.Продажи |
What you can do after activation
You can create the Sales order document.
Select Use orders
Here you can specify how to use the Sales order document.
You cannot change the option if the Agent purchase services delivery option is enabled. In this case, an order is used as an object of separate inventory transfer accounting.
Paths
| Path | Master data and settings → Master data and sections → Sales |
|---|---|
| In-app link EN code | e1cib/data/DataProcessor.TMAdministrationPanel.Form.Sales |
| In-app link RU code | e1cib/data/Обработка.ПанельАдминистрированияУТ.Форма.Продажи |
What you can do after activation
| Functions | Order as a commercial invoice | Order only from warehouse | Order from warehouse and backorders |
|---|---|---|---|
| Print the Commercial invoice document | Available | Available | Available |
| Statuses of the Sales orders document | Not available | Available | Available |
| Initiate goods shipment from the warehouse | Not available | Available | Available |
| Initiate out-of-stock goods supply | Not available | Not available | Available |
| Initiate assigned order fulfillment (by assignments) | Not available | Not available | Available |
| Reserve goods in stock | Not available | Available | Available |
| Reserve goods from future deliveries | Not available | Not available | Available |
| Control payment / prepayment | Not available | Available | Available |
| Control goods delivery/service provision | Not available | Available | Available |
Activate Control shipment when closing orders and requests
Here you can enable controlling goods shipment and service provision to customers.
Paths
| Path | Master data and settings → Master data and sections → Sales |
|---|---|
| In-app link EN code | e1cib/data/DataProcessor.TMAdministrationPanel.Form.Sales |
| In-app link RU code | e1cib/data/Обработка.ПанельАдминистрированияУТ.Форма.Продажи |
What you can do after activation
Now you can access:
- Closed status for the Sales order document.
- System control of whether the goods shipment or service provision to customers is complete.
The control applies to the Sales order and Sales return request documents.
When the control is enabled and not all deliveries are fulfilled, if you try to set the document status to Closed, you will see a message that you cannot close the document.
Activate Control payment when closing orders and requests
Here you can enable controlling whether sales order liabilities are paid.
Paths
| Path | Master data and settings → Master data and sections → Sales |
|---|---|
| In-app link EN code | e1cib/data/DataProcessor.TMAdministrationPanel.Form.Sales |
| In-app link RU code | e1cib/data/Обработка.ПанельАдминистрированияУТ.Форма.Продажи |
What you can do after activation
Now you can access:
- Closed status for the Sales order document.
- System control of whether the goods shipment or service provision to customers is complete.
The control applies only to the Sales order and Sales return request documents, and only if you account for AR/AP by orders.
When the control is enabled and the payment is not made, if you try to set the document status to Closed, you will see a message that you cannot close the document.
Activate Sales order approval
Here you can activate the business process to approve the terms specified in Sales order.
Make sure the Use business processes and tasks function is activated.
With this business process, system users with specific roles (system rights) can organize the terms approval. After the approval, the order status is automatically set to Pending fulfillment. Now the order is ready for the goods shipment or service provision to the customer.
Paths
| Path | Master data and settings → Master data and sections → Sales |
|---|---|
| In-app link EN code | e1cib/data/DataProcessor.TMAdministrationPanel.Form.Sales |
| In-app link RU code | e1cib/data/Обработка.ПанельАдминистрированияУТ.Форма.Продажи |
What you can do after activation
Now you can access:
- Business process related to approval of the Sales order terms.
- Settings for selecting users responsible for the approval of order terms.
- Approval results.
Activate Register complaints
Here you can enable registering and processing customer complaints.
Paths
| Path | Master data and settings → Master data and sections → CRM and marketing |
|---|---|
| In-app link EN code | e1cib/data/DataProcessor.TMAdministrationPanel.Form.CRMAndMarketing |
| In-app link RU code | e1cib/data/Обработка.ПанельАдминистрированияУТ.Форма.CRMИМаркетинг |
What you can do after activation
You can create the Complaints document.
Complaint reasons catalog
Create a classifier of customer complaint reasons to monitor and analyze them afterwards.
Paths
| Path | CRM and marketing → Settings and catalogs → Complaints → Complaint reasons |
|---|---|
| In-app link EN code | e1cib/list/Catalog.ComplaintReasons |
| In-app link RU code | e1cib/list/Справочник.ПричиныВозникновенияПретензий |
How to create a new record
1. Open the catalog and click Create.
2. Fill the Description and Details fields.
Activate Return requests
Here you can enable registering sales return requests from customers.
With return requests, you can:
- Timely register customer requests.
- Organize how to review sales returns and find a solution.
- Schedule goods receipt from customers to warehouses.
- Initiate shipments of goods offered to customers instead of returned ones.
- Initiate refunds to customers.
Paths
| Path | Master data and settings → Master data and sections → Sales |
|---|---|
| In-app link EN code | e1cib/data/DataProcessor.TMAdministrationPanel.Form.Sales |
| In-app link RU code | e1cib/data/Обработка.ПанельАдминистрированияУТ.Форма.Продажи |
What you can do after activation
You can create the Return request document and set document statuses.
Activate Approve return requests
Here you can activate the business process to approve goods return terms for Sales return request.
Make sure the Use business processes and tasks function is activated.
With this business process, system users with specific roles (system rights) can organize the terms approval. After the approval, the order status is automatically set to Ready for fulfillment. Now the order is ready to fulfil the return terms.
Paths
| Path | Master data and settings → Master data and sections → Sales |
|---|---|
| In-app link EN code | e1cib/data/DataProcessor.TMAdministrationPanel.Form.Sales |
| In-app link RU code | e1cib/data/Обработка.ПанельАдминистрированияУТ.Форма.Продажи |
What you can do after activation
Now you can access:
- Business process related to approval of the Sales return request terms.
- Settings for selecting users responsible for the approval of return terms.
- Approval results.
Activate Sales adjustments
Here you can enable registering adjustments in the invoice data related to goods sales to customers.
Adjustments upon goods shipment might be initiated by your company or customers. For example, when your company finds an error upon shipment document registration or when it provides an additional discount. Another example is when customers have goods shortage or surplus upon receipt or when they request for compensation for low-quality goods or services.
Note that all these cases do not involve physical inventory transfers. It means that the goods remain in the warehouse and do not move physically.
The document can also be linked to physical inventory count documents in case of warehouse stock discrepancies (shortage or surplus).
Paths
| Path | Master data and settings → Master data and sections → Sales |
|---|---|
| In-app link EN code | e1cib/data/DataProcessor.TMAdministrationPanel.Form.Sales |
| In-app link RU code | e1cib/data/Обработка.ПанельАдминистрированияУТ.Форма.Продажи |
What you can do after activation
You can create the Sales adjustment document used to adjust outgoing invoices.
You can adjust both quantitative and cost parameters: change shipment prices and set additional discounts.
Each new Sales adjustment document is generated from the same base document: Customer invoice (Customer invoice — Services and Assets). Each new sales adjustment is filled based on the last entered adjustment.
Activate Delivery block
Here you can activate the system control of shipment to customers to enable delivery block if customers exceed the credit limit or blacklist unreliable customers.
Paths
| Path | Master data and settings → Master data and sections → Sales |
|---|---|
| In-app link EN code | e1cib/data/DataProcessor.TMAdministrationPanel.Form.Sales |
| In-app link RU code | e1cib/data/Обработка.ПанельАдминистрированияУТ.Форма.Продажи |
What you can do after activation
You can use a special catalog of partner segments (stop list). Such partners are not allowed deliveries.
Delivery block segments catalog
Here you can generate a list of delivery block segments without setting up segment generation methods and rules.
Paths
| Path | CRM and marketing → Sales master data → Customer segments |
|---|---|
| In-app link EN code | e1cib/list/Catalog.PartnersSegments |
| In-app link RU code | e1cib/list/Справочник.СегментыПартнеров |
How to create a delivery block segment record
Note
When customers are in one or multiple delivery block segments, the following rule applies:
- Delivery is blocked for customers if they are included in at least one delivery block segment.
- Delivery is not blocked for customers if they are included in no delivery block segments.
You can see that delivery is blocked for a customer in sales quotations, sales orders, and invoices. Only users with additional role Sales to customers included in the delivery block segments can ship goods to customers with blocked delivery.
1. Open the catalog and on the Delivery block segments tab, click Create.
2. Specify the Description and the Details.
3. In the Generation method field, select Generate manually.
Note
Delivery block segments have two segment generation methods:
- Update periodically.
- Generate manually.
4. Specify the Date created. To update the segment regularly, specify the Cleanup date.