Setup Considerations: Customer Accounts

What It Is

Customer Accounts is Workday's customer account management, invoicing, and collections solution.

Business Benefits

You can:

Assign workers to customers and give them roles.

Create intercompany or other relationships with your customers.

Create profiles and accounts for your customers.

Invoice customers and conduct business with them through Workday.

Manage customer contact and shipping information.

When used with Project Billing and Customer Contracts in Workday, you can manage receivable credit and collection, maintain customer accounts, and automate your billing.

Use Cases

You can combine Customer Accounts with Workday's Billable Projects and Revenue solutions to:

Bill your customers for project time and expense.

Create customer contracts and use them to bill customers.

Manage invoice settlement.

Recognize your revenue.

Questions to Consider

Questions	Considerations
Do you want to assign customer roles for your workers on an individual basis, or by position?	You can assign customer roles to your workers so you know who's responsible for what. You can assign roles to individual workers, or to specific positions, so workers can change positions without the need to reassign roles.
How do you want to search for your customers in Workday?	You can assign your customers to categories and groups, to help you streamline your searches. See Create Customers.
Who do you want to be able to access customer information?	You can create segmented security groups to control access to customer information. See Steps: Maintain Access to Customer Information.
Do you need to track customer information that doesn't apply to a Workday-delivered field on the customer profile?	You can create custom fields on customer profiles.
How will you communicate with your customers about billing?	You can identify a primary contact, as well as separate contacts for separate document types.
How do you want Workday to number your invoices?	You can configure Workday at the tenant level to generate a unique invoice ID sequence for all your companies, or optionally configure Workday to generate separate sequences at the company level. You can also configure Workday to generate unique gapless invoice numbers. See Setup Considerations: Gapless Sequencing.

Recommendations

None.

Requirements

Consider any integration requirements in and out of Workday.

Limitations

When a customer invoice has more than 1000 lines, you can't use the

Change Customer Invoice

or

Edit Customer Invoice

tasks to update it. Use the

Update Invoice Lines

task instead.

When you access the

Print Customer Invoices

task, you can:

View only the 20,000 most recent customer invoices.

Select up to 10,000 customer invoices to print at once.

Tenant Setup

You can use the

Edit Tenant Setup - Financials

task to apply a tenant-level setting to generate unique IDs for:

Cash sales

Consolidated customer invoices

Customer contracts

Customer payments

Customer invoices

Customer invoice adjustments and rebills

Customer refunds

Netting transactions

Security

You can further control security within these domains by granting access to their various subdomains.

This list isn't complete. For a complete list of reporting domains and subdomains, access the

Functional Area and Domain Descriptions

report, then filter by functional area.

Workday provides these domains in the Customer Accounts functional area:

Domains	Considerations
Manage: Customer Invoice	Manage customer invoices and view related reporting. To create customer invoices, you'll need access to the Process: Customer Invoice domain.
Process: Cash Sale Payment	Process cash sale payments and view related reporting.
Process: Customer Deposit	Process customer payment deposits and view related reporting.
Process: Customer Invoice	Manage customer invoices if you have a company-based or unconstrained role.
Process: Customer Invoice Payment	Process customer invoice payments and view related reporting.
Process: Customer Invoice Payment/Settlement	Process customer direct debit payments and view related reporting.
Process: Customer Overpayment	Process customer overpayments.
Process: Customer Payment	Process customer payments and view related reporting.
Process: Customer Payment Auto-Application	Manage customer payment automatic application.
Process: Customer Refund Escheatment	Perform customer refund escheatment and view related reporting.
Process: Customer Refund/Payment	Process customer refunds and payment and view related reporting.
Process: Customer Refund Settlement	Perform customer refund settlement and view related reporting.
Process: Customer Writeoff	Process customer write-offs.
Process: Direct Debit Mandate	Process direct debit mandates.
Process: Electronic Customer Invoice	View electronic customer invoices and access related tasks.
Process: Electronic Invoices	Generate electronic invoices.
Process: Opportunity	Process opportunities and view related reporting.

Workday provides these domains in the Customers functional area:

Domains	Considerations
Access Customer (Segmented)	Control which users can access which customers.
Process: Customer Request	Process customer requests and view related reporting.
Set Up: Customer	Set up and maintain customers and view related reporting.
Set Up: Customer Contacts	Set up and maintain customer contact information and view related reporting.
Set Up: Customer Maintenance	Set up and maintain customer information other than contact information, and view related reporting.
Set Up: Customer Notes	Set up customer notes.
Set Up: Customer Settlement	Set up customer bank routing and credit card settlement information, and view related reporting.
View: Customer	View a specific customer.
View: Prospect	View a specific prospect.

You can create segmented security groups to control who can access your customer information. You can further restrict access to include only workers from a chosen company or company hierarchy. See Steps: Maintain Access to Customer Information.

Business Processes

In the Customer Accounts functional area:

Business Processes	Considerations
Bad Debt Writeoff Event	Create and approve bad debt write-offs.
Cash Sale Event	Create and approve cash sales.
Cash Sale Intercompany Event	As the receiving company, process and approve intercompany cash sales.
Consolidated Invoice Email Event	Send consolidated customer invoices by email.
Customer Deposit Event	Process and approve customer deposits.
Customer Invoice Email Event	Send customer invoices by email.
Customer Invoice Event	Create and approve customer invoices.
Customer Invoice Intercompany Event	As the receiving company, process and approve intercompany invoices.
Customer Invoice Maintenance Event	Apply and approve adjustments to customer invoices.
Customer Overpayment Event	Record customer overpayments.
Customer Payment Application Event	Record customer payments.
Customer Refund Document Event	If you opted in to the Customer Refunds Optimization feature: create and approve customer refund documents. You'll need to settle the refund later using the Settlement Run Event business process in the Banking and Settlement functional area.
Customer Refund Event	If you didn't opt in to the Customer Refunds Optimization feature: process and approve customer refunds.
Customer Statement Event	Send a customer statement by email.
Dunning Letter Email Event	Send dunning letters by email.
Interest and Late Fee Event	Calculate and approve interest and late fees for customer invoices.
Netting Transaction Event	Create and approve netting transactions.

In the Customers functional area:

Business Processes	Considerations
Customer Banking Change Event	Make and approve changes to customer banking information.
Customer Credit Change Event	Make and approve changes to customer credit information.
Customer Event	Create and approve customer profiles.
Customer Payment Change Event	Make and approve changes to customer payment information.
Customer Request	Create a request to add a new customer profile.
Customer Summary Change Event	Make and approve changes to customer summary information.
Customer Tax Change Event	Make and approve changes to customer tax information.

Reporting

You can use standard reports and tasks to build your Customer Accounts dashboard.

Integrations

Web Services	Considerations
Cancel Cash Sale	Cancels cash sales.
Cancel Customer Invoice	Cancels customer invoices.
Cancel Customer Invoice Adjustment	Cancels customer invoice adjustments.
Cancel Customer Invoice Write-Off	Cancels customer invoice write-offs.
Get Bad Debt Writeoffs	Retrieves all bad debt write-offs.
Get Cash Sales	Retrieves all cash sales.
Get Customer Invoices	Retrieves all customer invoices.
Get Customer Invoice Adjustments	Retrieves all customer invoice adjustments.
Get Customer Payments	Retrieves all customer payments.
Get Entity Activity Code Types	Retrieves all entity activity code types.
Get Entity Activity Codes	Retrieves all entity activity codes.
Import Customer Invoices	Adds or updates customer invoices. Ideal for invoices with many lines.
Put Customer Payment	Adds or updates customer payments.
Put Entity Activity Code	Adds or updates entity activity codes.
Put Entity Activity Code Type	Adds or updates entity activity code types.
Submit Bad Debt Writeoffs	Adds or updates bad debt write-offs
Submit Cash Sale	Adds or updates cash sales.
Submit Customer Invoice	Adds or updates customer invoices. Ideal for invoices with fewer lines.
Submit Customer Invoice Adjustment	Adds or updates customer invoice adjustments.
Submit Customer Invoice Adjustment Application	Creates customer invoice adjustment applications.
Submit Full Credit Adjustment for Contract-Based Customer Invoice	Creates full credit adjustments for customer invoices tied to billable transactions, prepaid consumption, or prepaid installments.

Connections and Touchpoints

Customer Accounts interacts with these other areas in Workday:

Features	Considerations
Banking and Settlement	Invoices paid by direct debit or credit card and refunds flow to Banking and Settlement.
Customer Contracts	Approved billing transactions flow from Customer Contracts.
Financial Accounting	Customer invoice and payment journals and revenue recognition schedule information flow to Financial Accounting.
Project Billing	Approved project time and expenses for invoicing flow from Project Billing.
Supplier Accounts	Netting transactions flow to Supplier Accounts. Direct intercompany supplier and customer invoices flow from Supplier Accounts.

Workday offers a Touchpoints Kit with resources to help you understand configuration relationships in your tenant. Learn more about the Workday Touchpoints Kit on Workday Community.