Concept: Customers

You can create and maintain customers in Workday to suit your business needs. Customers can have multiple business relationships with different companies. Workday enables you to set up and manage these relationships with ship-to connections, remit-from customers, and customer hierarchies and groups.

Basic Customers

When your accounts receivable team is solely responsible for creating customer profiles in your organization and doesn't depend on individual business departments, you can create a complete customer profile on the

Create Customer

task and configure the
Customer Event
business process.

You can also create basic customers as worktags and use them in other operational transactions. Examples: supplier invoices, expense reports, projects. To convert a basic customer to a customer with a complete profile, select

Customer

Create Customer from Customer Worktag

from the related actions menu on a customer profile.

When you don't want to give access to the

Create Customer

task to business departments for security reasons, you can use the Put Basic Customer
web service operation to create a basic customer profile. You must first configure the Customer Request
business process to complete the required approval process.

Customer Profile

On the customer profile, you can view and maintain customer information in a central location, and access customer-related tasks and reports.

You can:

Access recent transactions and related reports.

Add customer contact information.

Assign individual workers to job roles for a customer.

Create and manage customer contracts, invoices, and adjustments.

Record and apply payments, create deposits, and write off debt.

You can also configure how customer information displays according to your business requirements:

Add custom reports that identify Customer
as the data source.

Reorder or remove subtabs.

Worker Roles

To track which workers support each of your customers, Workday provides role assignments. You can assign the customer role to individual positions on the customer profile or mass assign roles by position.

Workday assigns roles to positions, not specific employees, making the new hire process convenient. When you terminate an employee and hire a replacement, the new worker automatically inherits the defined role. If a customer is part of a customer hierarchy, the worker inherits the role for their position from the customer hierarchy.

Customer Hierarchies, Groups, and Categories

Customer hierarchies enable you to create parent-child relationships between your customers for a more streamlined workflow. Examples: You can apply payments made by a parent hierarchy to the invoice of the child or report on all customers in a hierarchy.

You can assign customers to groups for easier reporting and searching. You can add customers to multiple groups. Examples: Industry, regions, salesperson, or alphabetical segment such as Customers A - L.

When you create customers, you assign them relevant categories. You can use categories to apply accounting for a given industry. Workday uses both the customer category and the receivables account posting rule to determine the appropriate ledger account for transactions. When you process a transaction, Workday applies the accounting associated with the customer category. You can't override customer categories for individual transactions.

Customer Change History

Workday consolidates an audit trail for changes to customer records within a specified time period. You can access the

Customer Change History

report to view a detailed log of the modifications to customer records, including categories, descriptions, and which users created the changes. Auditors can use this report to verify changes and ensure compliance.

To access the report, create and activate security for the Reports: Customer Change History
domain.