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The Microsoft Learn article "Configure credit and collections components" (https://docs.microsoft.com/en-us/learn/modules/configure-credit-collections-dyn365-finance/3-credit-comp) suggests that Collections emails are sent to the person specified in the Collections Contact field of the Credit and Collections FastTab for the Customer.
On multiple tests and reviews with Microsoft Support this does not occur. Instead we were told to add multiple email addresses to the Primary Contact tab on the Customer itself with different "purposes", and assign the purposes in the Print Management settings.
This is very difficult to maintain as it requires email information to be duplicated on the Customer and on the Customer Collections Contact person, and these must be individually and manually maintained.
This is not ideal, doesn't make much sense, and appears to contradict Microsoft's learning materials.
It would be highly beneficial and far more maintainable if the Collections emails were sent to the primary email address of the person assigned as the Collections contact person (per the Learn material).
Alternatively, it would be of significant benefit if the Collections and Primary Contact person(s) emails could be tokenized so that this token could be added to Print Management Destination settings for specific correspondence (collections, statements, etc).
Tokenising the email addresses for these Primary and Collections Contacts would limit any impact to existing Microsoft clients/customers, and allow for these configured based on Microsoft customer preference, eg:
Where CC=Collections Contact and PC=Primary Contact
Then: Contact Type.Purpose: = "%CC.Invoice% OR %PC.Other%.
Kind regards,
Sam
On multiple tests and reviews with Microsoft Support this does not occur. Instead we were told to add multiple email addresses to the Primary Contact tab on the Customer itself with different "purposes", and assign the purposes in the Print Management settings.
This is very difficult to maintain as it requires email information to be duplicated on the Customer and on the Customer Collections Contact person, and these must be individually and manually maintained.
This is not ideal, doesn't make much sense, and appears to contradict Microsoft's learning materials.
It would be highly beneficial and far more maintainable if the Collections emails were sent to the primary email address of the person assigned as the Collections contact person (per the Learn material).
Alternatively, it would be of significant benefit if the Collections and Primary Contact person(s) emails could be tokenized so that this token could be added to Print Management Destination settings for specific correspondence (collections, statements, etc).
Tokenising the email addresses for these Primary and Collections Contacts would limit any impact to existing Microsoft clients/customers, and allow for these configured based on Microsoft customer preference, eg:
Where CC=Collections Contact and PC=Primary Contact
Then: Contact Type.Purpose: = "%CC.Invoice% OR %PC.Other%.
Kind regards,
Sam
STATUS DETAILS
Inactive
Administrator on 4/28/2023 3:09:44 PM
We agree that the emailing of collection letters could be easier. But the documentation states "Set up email addresses for customer contacts if you want to send email messages to those contacts from the Collections page." The contact that you add on the Credit and collections fastTab is only to send messages from the Collections page, it is not used for sending the actual collection letters. We know this is not ideal and hope to have a better solution in the future.