Workday Customer Accounts

1. Workday Customer Accounts

2. Customer Accounts Overview • Customer Invoices • Creation Process • Revenue Recognition • Other Items • Invoice Changes • Customer Statements and Follow-Up • Refunds and Write Offs • Recording and Applying Customer Payments • Customer Creation Process • Customer Collections Dashboard • Internal Service Delivery • Job Aids Summary • Q&A Agenda

3. Customer Accounts • Overview

4. Overview • Banner Issues: • No central repository for funds owed to Emerson College. Revenue is recorded from customers when cash is received in most cases. • No consistency between College departments with respect to invoice layout or collection terms. • No reporting capabilities for customer receivables as data is currently tracked outside of Banner.

5. Overview • Workday Solutions: • Centralized Customer Accounts module to track department receivables • Consistent invoice layout across Emerson College departments • Segmented Customer Categories to allow each department to manage their customers independently • Receivables and collections reporting • Customer Accounts dashboards

6. Overview • Nine separate Customer Categories have been created and configured for automated approvals routing. • Within each Customer Category, department contacts can generate invoices, run customer statements, and view customer dashboards to track receivables.

7. Overview Key Customer Accounts Processes: • Create Customer Invoice • Create Customer Statement to Print • Create Customer Refund • Write-Off Bad Debt • Create Customer Finance-Initiated Processes: • Record Customer Payment • Apply Customer Payment • Record Cash Sale

8. Customer Accounts • Customer Invoices

9. Customer Invoices Create Customer Invoice • Starting on July 1, 2019, all customer invoices (non-Advancement and non-Student) are to be generated in Workday. Customers and customer categories have already been created and configured. • To create a customer invoice, type “Create Customer Invoice” in the search bar. • For detailed instructions on how to create a customer invoice, refer to the “Customer Accounts – Create Customer Invoice” job aid.

10. Customer Invoices Create Customer Invoice • When generating invoices, select the revenue category that is most appropriate. Though others exist as well, frequently used revenue categories for customer invoices include: • RC70003 - 106 Boylston Colonial Apartments Rent • RC70008 - 106 Boylston Colonial Theater Rent • RC70005 - 80 Boylston Little Space Rental • RC70006 - 543 Washington Paramount Rental • RC70007 - 120 Boylston Walker Rental • RC70011 - 134 Boylston Rental Revenue • RC90010 - Property Taxes Expense Offset • RC90009 - Utilities Expense Offset • RC70054 - WERS Underwriting Income • RC70059 – Ploughshares Revenue • RC80060 - OA Licenses Aux Revenue • RC80061 - OA Theater Service Fee • RC80062 - OA Rental Income • RC80063 - OA Operating Partnerships • RC80064 - OA Ticket Revenue • RC80065 - OA Ticket Fee Income • RC80066 - OA Concession Income • RC80080 – Summer Conferencing • RC80081 – Summer Conferencing Food Income • RC80082 – Summer Conferencing Linen Income • RC80083 – Summer Conferencing Function Room Income • RC90008 - NEWMAC and ProArts Consortium Salary Offset • RC90011 - NEWMAC and ProArts Consortium Benefits Offset • RC70053 – Other Misc. Revenue Tenants/Rent WERS Ploughshares Office of the Arts Summer Conferences EC Finance/NEWMAC/ProArts Other

11. Customer Invoices Revenue Recognition • Revenue recognition on invoices is important to make sure the revenue is recorded in the correct period. • Transaction Date = Last day of a period a service was provided OR the day a good was provided • From Date = If service provided over a period of time, the start date of the period (required if service is performed over a period of time) • To Date = If service provided over a period of time, the end date of the period (required if service is performed over a period of time) • Deferred Revenue Checkbox – If we send an invoice ahead of when the goods or services are 100% delivered, the Deferred Revenue Checkbox should be checked. When this is checked, the “Spread Even” Revenue Recognition Schedule Template should be selected. • If a good/service is 100% delivered on a single day, only the Transaction Date field is required to be populated.

12. Revenue Recognition - Example Customer Invoices • Example: Emerson is billing Tenant X on May 15, 2019 for June 2019 rent. • Transaction Date = 6/30/2019 (last day service is provided) • From Date = 6/1/2019 (start date of period billing relates to) • To Date = 6/30/2019 (end date of period billing relates to) • Deferred Revenue Checkbox = Checked (bill is sent prior to service being fully delivered) • Revenue Recognition Schedule Template = Spread Even

13. Other Items Customer Invoices • Under “Additional Information” in the header, please include a meaningful description of the invoice in the “Memo” field. This will print on the invoice let the customer know what the bill relates to. • The following fields in the Customer Invoice are not used by Emerson College and should be left blank: • Sales Item • Quantity • Unit of Measure • Analytical Amount • Contract Line • Tax Applicability • Tax Code • Withholding Tax Code • The Memo field is free-form and can be very useful in describing what the invoice relates to. • Worktags to record the revenue should be populated as necessary. • Note for Tenant Rental Income, please include the correct location worktag on the invoice

14. Example Invoice Customer Invoices • Note that different invoice layouts (mainly logos and headers) have been created for Emerson College, WERS, and ArtsEmerson. • After the invoice has been created and approved in Workday, it can be printed to PDF and the user can mail/email the invoice to the customer. To do this, search “Print Customer Invoices” in the search bar and follow the prompts.

15. Invoice Changes Customer Invoices • If an invoice needs to be adjusted, users should modify the invoice by searching “Create Customer Invoice Adjustment.” • For detailed instructions on adjusting customer invoices, refer to the “Customer Accounts – Adjust Customer Invoices” job aid. • When adjusting the customer invoice, the Adjustment Reason and Related Invoice(s) are required to be populated. • Note that the adjustment amount represents the amount the invoice should be changed by, NOT the final amount of the invoice. • Example: Original invoice for $100, increase adjustment of $150, total amount due is $250, not $150.

16. Customer Accounts • Customer Invoice Creation Process DEMO

17. Customer Accounts • Customer Statements and Follow-Up

18. Customer Statements Customer Statements and Follow-Up • Customer Statements can be run by end users for their customers, which will summarize invoice, payment, and adjustment activity for the customer’s account • For detailed instructions on how to create customer statements, refer to the “Customer Accounts – Print (Create) Customer Statements” job aid. • Following creation, the customer statement can be mailed/emailed to the customer.

19. Refunds and Write Offs Customer Statements and Follow-Up • Occasionally, other items such as refunds and write offs relating to customer balances may need to be processed. • Refunds – In this rare situation, the department user can submit a refund request in Workday which must be approved by Finance. Such requests should include an attachment indicating why an amount needs to be refunded. • For detailed instructions on how to process a refund, refer to the “Customer Accounts – Processing Refunds” job aid. • Write Offs - In this rare situation where a receivable balance must be written off, the department user can submit a write off request which must be approved by Finance. Such requests should include an attachment indicating why the balance is not collectible. • For detailed instructions on how to process a refund, refer to the “Customer Accounts – Write Off Items” job aid.

20. Customer Accounts • Recording and Applying Customer Payments

21. Recording and Applying Customer Payments • Recording and applying customer payments is a function performed by Finance. • Note that money received for customer invoices is not to be deposited via the departmental deposit process. • To deposit funds received related to a customer invoice, please bring the check/funds to the Cashier during Cashier’s Hours. • If related to specific invoice(s), please bring the funds to be deposited along with a copy of the customer invoice(s) the funds relate to. Funds will be deposited to offset the receivable from the invoice. • If the payment is to be placed on the customer’s account but not on a specific invoice or if the funds are for a cash sale, please print a copy of that customer’s statement and provide to the cashier with the funds received.

22. Recording and Applying Customer Payments • For Finance, job aids have been created to: • Put deposits on a customer’s account (not invoice specific): Customer Accounts – Put Deposits on Account • Record customer payments (apply to an outstanding invoice): Customer Accounts – Record Customer Payments • Record a cash sale (no invoice has been created): Customer Accounts – Customer Invoice Cash Sale

23. Customer Accounts • Customer Creation Process

24. Customer Creation Process • As part of our implementation, many customers have been created already and are ready for use. In the event a customer needs to be created, search “Create Customer” to create the new customer. • For a detailed explanation on how to create a new customer, refer to the “Customer Accounts – Create Customer” job aid. • Note: For routing and hierarchies to work properly, be sure to populate the correct Customer Category AND Customer Security Segment (they should be the same)

25. Customer Accounts • Customer Collections Worklet

26. Customer Collections Worklet • A customer collections worklet has been created for department users to access: • High-level charts and reports to track receivables balances • Key customer-related processes on one page

27. Customer Collections Worklet • To add the Customer Collections worklet, from your home page, click on the gear toward the top right • Next, under “Optional Worklets” add “Customer Collections” • Note: If aspects of the “Customer Collections” worklet are showing an error message, click the gear logo and add “Emerson College” as the company. • For more specific instructions on how to add the worklet, refer to the “Customer Accounts – Add the Customer Collections Application” job aid.

28. Customer Accounts • Internal Service Delivery

29. Internal Service Delivery • The Internal Service Delivery business process allows internal service providers to charge back for services or goods delivered within the organization (and not by an outside entity), and to keep track of the approval process. • Internal Service Delivery is currently configured for: • Office of the Arts Internal Space Rentals • Business Services Space Rentals • WERS Internal Underwriting • MTP Internal Service • Campus Center Internal Charges • Ploughshares Internal Sales • Internal Service Delivery is not to be used for transferring costs incurred by an outside company to another cost center. Those costs should be directly charged to that cost center. • Example: A catering charge or mailroom charge is not an Internal Service Delivery because the costs are incurred from an outside company. As such, those costs should be directly charged to the cost center receiving the benefit.

30. Internal Service Delivery • To charge another department for services provided using Internal Service Delivery, search for “Create Internal Service Delivery” • The department providing the service should initiate the Internal Service Delivery.

31. Internal Service Delivery • For detailed instructions on completing an Internal Service Delivery, refer to the “Customer Accounts – Internal Service Delivery” job aid. • Key information to include: • Spend Category: this is a required field. In all cases, select SC91000 – Interdepartmental Transfers. • Revenue Category: Please use one of the following values: • WERS Internal Underwriting: RC99997–WERS Internal Underwriting • All Others: RC99998 – Internal Service Delivery Revenue • Memo: This field should be populated with a meaningful description for the receiving Cost Center Approver to understand the service that was provided. • The Cost Center populated in the “Lines” section of the form is the Cost Center to be charged. Following submission, it will route to that Cost Center Approver for approval.

32. Customer Accounts • Internal Service Delivery DEMO

33. Banner to Workday Finance • Job Aids Summary

34. Job Aids Summary Job Aids: Refer to the “Customer Accounts – Create Customer Invoice”job aid for instructions on how to create a customer invoice. Refer to the “Customer Accounts – Adjust Customer Invoices”job aid for instructions on how to adjust a customer invoice. Refer to the “Customer Accounts – Print (Create) Customer Statements” job aid for instructions on how to create a customer statement. Refer to the “Customer Accounts – Processing Refunds”job aid for instructions on how to create a customer refund. Refer to the “Customer Accounts – Write Off Items”job aid for instructions on how to write off a customer balance. Refer to the “Customer Accounts – Put Deposits on Account”job aid for instructions on how to deposit funds to a customer’s account. Refer to the “Customer Accounts – Record Customer Payment”job aid for instructions on how to record a customer payment and apply it to an open invoice. Refer to the “Customer Accounts – Customer Invoice Cash Sale”job aid for instructions on how to record a payment where no invoice has been created. Refer to the “Customer Accounts – Create Customer”job aid for instructions on how to create a new customer. Refer to the “Customer Accounts – Add the Customer Collections Application”job aid for instructions on how to add the Customer Collections worklet to your homepage. Refer to the “Customer Accounts – Internal Service Delivery”job aid for instructions on how to create an Internal Service Delivery billing.