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Administrator Guide
Last Updated: 2026-06-12
Steps: Set Up Machine Learning Recommendations for Customer Overpayments

Steps: Set Up Machine Learning Recommendations for Customer Overpayments

You might need to take additional steps to enable this feature based on your organization's subscription service agreement. Your organization is either on the Main Service Agreement (MSA) or the Universal Main Service Agreement (UMSA). To determine your organization's subscription service agreement:
  1. Select your profile avatar on Workday Community.
  2. Select
    Profile
    .
  3. On your profile page, select your organization's name, which is beneath your name and next to your job title.
  4. View your
    Subscription Service Agreement
     value.
If the value is:
  • UMSA
    , the feature is automatically available. You can skip the
    Enable Innovation Services Feature and AI Data Contributions for MSA Customers
     step. For more information on Machine Learning data contributions, see Concept: Workday AI for Universal Main Subscription Agreement Customers.
  • MSA
    , you must enable this feature through Innovation Services using the
    Enable Innovation Services Feature and AI Data Contributions for MSA Customers
    step.
Note: UMSA customers don't have Innovation Services tasks and reports in their tenants as these are for MSA customers only. UMSA customers can ignore all information regarding Innovation Services.
  • To train the overpayment reason and worktag recommendation model, you need a minimum of 3,000 historical customer overpayments.
You can enable customer overpayment recommendations for an overpayment reason, as well as cost center and location worktags. This functionality improves data accuracy and expedites the recording of overpayments.
  1. You might need to take additional steps to enable this feature depending on your organization's subscription service agreement. For more information, see this Community article.
    1. On the
      Innovation Services Opt-In
       task, select the
      Financial Management Generally Available Machine Learning Features and Third Party Services
       service on the
      Available Services
       tab in the
      Financials
       category.
    2. On the
      Maintain Innovation Services Data Selection Opt-In
       task, select the
      Accounts Receivable Data
       category for the
      Financial Management Generally Available Machine Learning Features and Third Party Services
       service.
  2. Access the
    Edit Tenant Setup - Machine Learning
     task.
    Select the region in which Workday hosts data used for improvement and personalization of machine learning and analytics functionality.
    Security:
    Set Up: Tenant Setup - Machine Learning
     in the System functional area.
  3. Access the
    Maintain Machine Learning Prompt Recommendations
     task.
    Select the
    Accounts Receivable
     product area.
    In the
    Customer Overpayments
     grid, select the
    Enable Machine Learning Recommendations
     check boxes for the
    Overpayment Reason
     field, along with the worktags where you want to receive recommendations.
    Select the
    Enable Machine Learning Defaulting
     check box if you want Workday to automatically populate an overpayment reason.
    Security:
    Manage: Innovation Services
     domain in the System functional area.
  4. Access the
    Maintain Worktag Usage
     report.
    Select
    Customer Invoice Writeoff and Overpayment
    .
    As you edit worktag usage, add these worktag types in the
    Primary Worktag Types
     grid:
    • Cost Center
    • Location
    You can only add a worktag type in either the
    Primary Worktag Types
     or
    Additional Worktag Types
     grid. To add a worktag type in 1 grid, you must first remove it from the other grid.
    Security:
    Set Up: Enable Worktags
     in these functional areas:
    • Common Financial Management
    • Worktags
Workday recommends up to 5 payment reasons, as well as the cost center and location worktags when you enter an overpayment amount on these tasks:
  • Apply Customer Payment
    .
  • Record Customer Overpayment
    , when you access the
    Record Overpayment
     related actions menu of a customer payment applied on account.
When you select the
Enable Machine Learning Defaulting
 check box, Workday automatically populates the top recommendation for the overpayment reason in scenarios of high prediction accuracy.