If you want to track all customer interactions in your collections process, you must set up Oracle Customer Interaction History to enable automatic customer interaction tracking.
Advanced Collections records the actions and action items, listed in the table below, for interactions in Customer Interaction History. You can amend these values in Customer Interaction History.
| Action | Action Item |
|---|---|
| Payment | Reversal |
| Payment | Credit Card |
| Payment | Bank Transfer |
| Payment | Promise to Pay |
| Payment | Terms |
| Dispute | Invoice |
| Dispute | Debit Memo |
| Dispute | Send Copy of Invoice |
| Directory Assistance | Dial New Number |
| Case | Create Case |
| Strategy | Create Strategy |
| Strategy | Modify Strategy |
Note: Customer Interaction History does not track correspondence sent by strategy work items. To view a record of this correspondence, go to the History tab in Advanced Collections and select Correspondence History.
See also: Implementing Tasks, Oracle Customer Interaction History Implementation Guide.