Collection Automation in D365 Finance & Operations

In most organizations, collection agents dedicate significant time and effort to a series of manual tasks associated with the collections process. Their responsibilities typically include: 

• Creating and sending sales invoices to customers, which require careful attention to detail and documentation.
• Looking for outstanding dues related to individual customers, ensuring that all pending payments are accurately identified and mark frequent defaulters.
• Contacting customers to issue payment reminders, a task that often involves multiple follow-ups and personalized communication.
• Tracking and managing a variety of activities, such as recording interactions and maintaining up-to-date logs.
• Participating in settling disputes that may arise regarding payments, working to resolve any issues efficiently and maintain positive customer relationships.

Introduction to Collection Process Automation in Microsoft Dynamics 365 Finance & Operations

With the introduction of collection process automation in Dynamics 365 Finance & Operations, users can now configure automation jobs tailored for the collections process. This advancement enables organizations to implement a strategy-based approach to managing collections, streamlining the workflow for collection agents.

An available out-of-box workspace helps collection agents get better visibility into collections in one place with customer-aged balances, overdue and credit limits. It enables the collection agent to manage all customer cases, activities and tasks. With Copilot features and generative AI capabilities it will summarize the customer balance and payment history and draft emails for payment reminders.

In this article we will explore how to configure collections-related capabilities in Dynamics 365 Finance and explore how users interact with the collections workspace.

Configuring Collections

An organization’s overall collections process is made up of several elements in D365 Finance including business rules, user roles and responsibilities, workflows, and data structures. For successful automation of the collection process in D365 Finance, an organization must properly set up parameters and several important configurations. In this section we will look at the key areas of the system.

Account receivables parameters

In the account receivables parameters form, select the Collection process automation tab and set the general parameters for the collection automation process as per the requirements of your organization. These include: