Account Management Using Aria for Salesforce

Account Screen

The main Account screen, as shown below, provides a number of account action hyperlinks to refresh, review, and/or edit information, in addition to general account demographics such as the type of customer, Industry, billing address, etc. A description/use of these account action hyperlinks is detailed below: 

Go to Top

Adding a Plan(s) to an Existing Account Via the Account > Aria Overview Screen

1. From the Account screen, click on the Aria Overview link.

2. Via the Account Plan drop-down, click on the Manage Plans button.

The Plan Wizard screen displays:

3. Click on the Plans link.

4. Click on the Plan Start & Billing Options Setting Icon.

5. Click on the When Plan Changes Take Effect drop-down arrow and select from Immediately or In the Future for new Plan assignments.  
6. If applicable, use the Calendar icon to select a date when the new plans will take effect.
7. Click on the Save button.

8. Click on the Add Plans drop-down arrow and click/select from Product Catalog.

9. Select a Plan(s) by clicking on the check box next to the Plan(s).
10. Click on the Save button.

11a. Use the Billing Interval drop-down to select a rate schedule for the new Plan(s) offering.

11b. Use the Unit field to adjust the number of units of the Plan(s) to be purchased.

11c. Use the Discount field to enter a discount percentage for each plan offering, if desired.

11d. Use the Actions drop down arrow to further Configure the Plan(s) including fields such as Plan Name, Dunning Group Assignment, Plan Instance fields, etc)., Edit Rates, or Duplicate the Plan to facilitate the purchase of an additional plan instance.

11e. When finished, click on the Save button.

12. Add and Save any One Time Products, Promotions (Coupons), Or Contracts for the new Plan Offering(s).
13. Click on the Commit button to save the new Plans for the account.

The Aria Overview screen is updated to show the New Plan(s) assigned to the account as shown below. Since these Plans were assigned with a future date, their System Status indicates Pending Activation.

Go to Top

Adding a Plan(s) to an Existing Account Via a New Opportunity

1. From the Account' screen, click on the Opportunities New button.

2. Fill-in / select the desired Opportunity fields and click on the Save button.

3.  Click on the Opportunities' Name link.

4. From the Opportunities' screen, click on the Manage Plans button.

5. Use the Billing Group up/down arrows to select the billing group this new Plan(s) will be assigned. Click on the Next button.

The Plan Wizard screen is displayed:

6. Complete steps 3 through 13 as detailed above in "Adding a Plan(s) to an Existing Account Via the Account > Aria Overview Screen". 

Go to Top

Replacing an Existing Plan

1. From the Accounts' Aria Overview > Account Plan screen, click on the Manage Plans button.

The Plan Wizard screen displays:

2. Click on the Plans link.

3. Click on the desired Plan to be replaced Action down-arrow, and click on Swap Plans from the dropdown options. 

4. Click on the Plan(s) replacement radio button.
5. Click on the Save button.

6. Click the Undo Change link on the existing Plan to cancel the Plan replacement.
7. Click on the Today Settings icon to configure when Plan change will take effect (for exp. Immediately, In the Future).
8. Type in the desired number of Units for the replacement Plan.
9. Type in any desired Discount percentage.
10. Use the replacement Plans' Action drop-down arrow to Configure the Plan(s) including fields such as Plan Name, Dunning Group Assignment, Plan Instance fields, etc)., Edit Rates, or Duplicate the Plan to facilitate the purchase of an additional plan instance.
11. When finished, click on the Save button.

12. When finished, click on the Commit button to save the replacement Plan to the account.

Below we see the new replacement Plan queued in the account' Account Overview screen:

Go to Top

Cancel a Plan

1. From the Accounts' Aria Overview > Account Plan screen, click on the Manage Plans button.

The Plan Wizard screen displays:

2. Click on the Plans link.

3. Click on the desired Plan to be canceled Action down-arrow, and click on Cancel from the dropdown options. 

A Confirmation pop-up screen is displayed to confirm or cancel the Plan cancelation:

4. Click on the OK button.

5. Click on the Plan Start & Billing Options Today Icon.

6. In this example, we want to cancel the Plan on the accounts' next bill day using the When Plan Changes Take Effect drop-down, and then click on the Save button. 

7. Click on the Save button to effect this Plan cancellation.

8. Click on the Commit button.

9. A screen pop-up displays. Click on the Commit button to effect this Plan cancelation in Aria.

Below we see the pending Plan cancelation in the account' Account Overview screen:

Go to Top

Viewing Credit History

1. From the Account screen, click on the Aria Payments tab.

2. Click on the Credits menu option.

The Credit History screen is then displayed.

• Credit History lists applied and unapplied Cash Credits, and Service Credits.
• Credits can be filtered via use of the Subscription dropdown arrow. Selecting a Subscription from the dropdown will filter and display credit history for the selected subscription. All Credits (View All) are displayed by default.
• Column Headers include the following:

"Credit No"   "Created Date" (sortable)   "Created By"   "Type" (default is All)   "Reason"   "Total Amount"    "Applied Amt"   "Unapplied Amt."   "Actions"   

• In the Actions column, actionable credit history lines (example: Delete, Void) are "underlined".
• Click the Comments icon to see any comments associated with the credit.
• The Type column by default (All) displays both Cash Credits and Service Credits in the credit history. Use the "Type" headers' drop down arrow to filter for Cash Credits (Cash) only, or Service Credits (Service) only.
• The Credit History table is the same for both Cash Credits and Service Credits and displays when the user selects either the Cash Credit or Service Credit buttons. Only the column headers will be displayed if the account has no credit history. 
• The Unapplied Service Credit Amount in the Credit History tab header is automatically updated when a new Cash Credit or Service Credit is added.
• Pagination has been set to display up to 10 credits per page on this screen.

Go to Top

Create a Cash Credit

1. Click on the Credit Reason (required field) dropdown, and select a credit reason.
2. Type in any desired CSR Comments.
3. Click on the desired Apply Against options' radio button

• Click on the  Apply Against', Invoices and Account-Level Charges radio button to apply a cash credit to a specific invoice(s) or account-level charge(s).
  • Use the "Subscription" filter dropdown arrow to view charges specific to an individual subscription. 
  • Invoices are sorted in ascending order based on Created Date and Invoice Number.
  • A scroll bar is displayed if there are more than five(5) rows.
  • Type in a desired Amount(s) for the credit.

• Click on the Apply Against', Service (Invoice Line Items) radio button to apply a cash credit to a specific service(s) invoice line item.
  • Services are sorted in ascending order based on Invoice Number and Subscription Name.
  • Type in a desired Amount(s) for the credit. 

4. Type in the Credit Amount.

5. Click on the Create Credit button.

A Cash Credit Confirmation screen is displayed as shown below.

6. Click on the "Create Credit" button to confirm creation of the cash credit, or the "Back " button to edit and/or cancel its creation. 

Go to Top

1. From the Credit History screen, click on the cash credit items' actionable Void link. 
   • An expanded display shows the credits':

1st Row:    "Credit Type"    Credit No."    "Amount"

2nd Row:    "Reason" (Required Field)     "CSR Comments" (Required Field)

2. Click on the Reason dropdown arrow and select a reason for cash credit void.
3. Type in comments in the CSR Comments field.
4. Click the Void Credit button" to confirm the voiding of the credit. Click the Cancel button to cancel the void process.

Go to Top

Create a Service Credit

Service Credits allow you to apply a credit to a selection of plans and services, and to expire after a specific period of time to limit their liability. If applied to multiple plans (both master plans and supplemental plans) and services, the credit may be allocated proportionately. When the credit is allocated proportionally, it is applied based on the percentage that each applicable line item total contributes to the total of all eligible charges.

1. Click on the Service Credit button.
2. If desired, click on the Subscription filter dropdown arrow, and select a subscription to view charges specific to an individual subscription.
3. Click on the Initial Credit Date calendar icon and select a date for the initial credit.
4. Click on the Credit Reason dropdown arrow and select a reason for the service credit.
5. Type in any CSR Comments.
6. Click on the desired Service Codes' radio button to assign the service credit. "Standard" is the Service Code fields' standard default.

• Click on the Service Code fields', "Alternative", Service Code" radio button and use the dropdown to apply a service credit to a specific code. The "Alternative Code" field (required) only displays when the "Alternative" Service Code radio button is selected.

• Click on the "Same as the Charge Line Items" radio button to apply the service credit to the charges' service code. 

7. Click on the desired Apply Against' radio button to apply the service credit.

• "Any Charge" is the Apply Against fields' standard default selection.

• Click on the "Specific Charge" radio button to specify a service credit associated to a specific Subscription and Service (if desired). In this scenario, the "Subscription" field is a required field.

• Click on the "Specific Service Type(s)" radio button to specify the application of a service credit to one or more service types by clicking on its associated check box.  In this scenario, at least one(1) "Service Type" must be selected.

8. Click on the desired Generation Frequency' radio button to specify the frequency of the service credit. "Once" is the "Generation Frequency" fields' standard default selection.

• Click on "Multiple" Generation Frequency in order to create multiple credits and months between credits using the associated field dropdowns.

9. Type in a Credit Amount.
10. Click on the Create Credit button.

• A Service Credit confirmation screen is displayed.

11. Click on the Create Credit button to confirm creation of the service credit, or the Back button to edit and/or cancel its creation. 

Go to Top

Create a Credit Memo

1. From the Aria Payments screen, click on Credits.

2. From the Credits screen, click on Credit Memo.

3. Click on the Subscription down arrow, and select a Plan from the expanded window. Invoices for all Plans (View All) is displayed by default.
4. Click on the desired Invoice Numbers' up arrow to select an invoice to create and apply a credit memo against. 

5. Click on the Reason drop down arrow and select a reason from those within the expanded drop down. Available selections General, Price Change, Cancellation, or Invoice-based. 
6. Type in CSR Comments.
7. Type in a Amount(s) for the desired invoice component(s). Amounts cannot exceed the allowable maximum credit per each invoice component.
8. Click on the X Comments' symbol and type in any additional comments per each selected invoice component.
9. Click on the Create Credit button.

A Credit Memo confirmation screen is displayed as shown below:

10. Click on the Create Credit button to create the credit memo.

The Credit Memo and Amount is displayed under the All Credit Memo menu tab on the Credits screen.

Void a Credit Memo

1. To void a credit memo, click on the Void hyperlink under the credit memos' Actions column. 

A Void Credit Memo confirmation screen is displayed as shown below:

2. Click on the OK button to void the credit memo.  

The All Credit Memo screen is updated to show that the credit memo has been Voided.

Go to Top

Issue a Refund

1. From the Account's Payments screen, click on Refunds.

2. Click on the Subscription down arrow, and select a Plan from the expanded window. Financial Transaction ID' for all Plans (View All) is displayed by default.
3. Click on the desired Transaction Id' up arrow to create and apply a refund against. 

4. Click on the Reason down arrow and select a reason from the expanded dropdown.
5. Type in an Amount to Refund. 
6. Type in any desired CSR Comments.
7. Type in Amount' to Reverse for each line item in the Amount to Reverse field.  The total amount for the refund is calculated, including tax, by the invoice line item.
8. Click on the Generate Refund button.

A Refund confirmation screen is displayed as shown below:

9. Confirm all entries and click on the Generate Refund button to create the refund.

Go to Top

Create a Write-Off

1. From the Account' Payments screen, click on Write-Offs.

2. Click on the Subscription down arrow, and select a Plan from the expanded window. Invoice No' for all Plans (View All) is displayed by default.
3. Click on the desired Invoice No' up arrow to create a write-off against. 

4. Click on the Write-Off Reason down arrow and select a reason from the expanded dropdown.
5. Type in Comments.
6. Click on the Create a Write-Off button.

A Write-Off confirmation screen is displayed as shown below:

7. Confirm all entries and click on the Create a Write-Off button to create the write-off.

The Write-Off is then displayed in the Write-off / Dispute History section of the screen as shown below:

8. Click on the W/O No.' up arrow.

The Write-Off's Invoice Details are displayed.

9. Click on the W/O No.' down arrow to close the Invoice Details screen.

Go to Top

Create a Dispute Hold

1. From the Account' Payments screen, click on Write-Offs.

2. Click on the Create a Dispute button.
3. Click on the Subscription down arrow, and select a Plan from the expanded window. Invoice No' for all Plans (View All) is displayed by default.
4. Click on the desired Invoice No' up arrow to create a dispute hold-off against. 

5. Click on the Dispute Reason down arrow and select a reason from the expanded dropdown.
6. Type in Comments.
7. Click on the Create a Dispute button.

8. Confirm all entries and click on the Create a Dispute button to create the dispute.

The Dispute Hold is then displayed in the Write-off / Dispute History section of the screen as shown below:

• The invoice dispute hold is added to the history as a Type 'Unsettled Dispute'. Click on the disputes' Invoice No' 'Comment' icon. A popover screen displays user comments specific to the dispute hold.

9. Click on the Dispute Hold' W/O No up arrow.

The 'Dispute Hold' history for the invoice is expanded as displayed below:

• By default the "Invoice Details"  button is selected, and displays invoice information with the following headers and their respective data:
  • Description            Subscription            Units            Price per Unit            Amount

Settle a Dispute Hold

1. Click on the Settlement Action button for actions to settle the dispute hold.

The Dispute Hold 'Settlement Action' screen is expanded and displays as below:

2. Click on the desired Settlement Action radio button. '
3. Type in any Additional Comments.
4. Click on the Settle Dispute button.

A 'Dispute Hold Settlement Action' confirmation screen is displayed:

5. Click the Settle Dispute to confirm settlement of the dispute hold.

• The dispute hold in 'Write-Off / Dispute Hold History' is changed to a Type based on the Settlement action selected. (Write-Off or Settled Dispute) 

Go to Top

Collect a Payment Using the Account's Current Payment Method(s)

1. Click on the Payment Method dropdown and select a Payment Method from the expanded view.
2. Click the radio button for the desired Payment Amount option (Full Balance Due, Specify Amount per Charge, or Other amount USD). 

• Click on the Specify Amount per Charge radio button to apply a payment amount to a specific invoice(s).
  • Use the "Subscription" filter dropdown arrow to view charges specific to an individual subscription. 
  • Invoices are sorted in ascending order based on Invoice Date.
  • A scroll bar is displayed if there are more than five(5) rows.
  • Type in a desired Amount(s) for the payment.

• Click on the Other amount USD radio button to apply a payment amount to a specific invoice(s).
  • Type in a desired Amount for the payment.

3. Click on the Collect button.

A Payment confirmation screen is displayed as shown below:

4. Confirm all entries and click on the Collect button to collect the payment, or the Back button to cancel the payment collection process.

Collect a Payment Using an Account's One-time Payment Method

1. From the Accounts' Aria Payments' screen, click on One-time Payment Method.

2. Click on the Credit Card or Checking Account tabs.

If Credit Card,

3. Type in Credit Card Number.
4. Use the dropdown arrows to select Valid Through month and year.
5. Type in the credit card CVV number.
6. Click the Enter Billing Contact check box and type/save billing contact information for the one-time payment.
7. Click the radio button for the desired Payment Amount method, and type in amount.
8. Click on the Collect Button.

If Checking Account,

3. Type in the Routing Number.
4. Type in the Checking Account Number.
5. Click the Enter Billing Contact check box and type/save billing contact information for the one-time payment.
6. Click the radio button for the desired Payment Amount method, and type in the amount.
7. Click on the Collect Button.

A Payment confirmation screen is displayed as shown below:

Confirm entries and click on the Collect button to collect the payment, or the Back button to cancel the payment collection process. 

Post Non-Electronic Payment Received from an Account

1. From the Account' Aria Payments' screen, click on Post Payment Received.

2. Type in a Reference Code for the payment.
3. Type in any desired CSR Comments.
4. Click the radio button for the desired Payment Amount method, and type in an amount.
5. Click on the Post Payment button.

A Payment confirmation screen is displayed as shown below:

6. Confirm entries and click on the Post Payment button to post the non-electronic payment, or the Back button to cancel the payment posting process. 

Void a Payment

1. From the Accounts' Aria Payments screen's Payment History section, click on the desired Transaction ID's Void hyperlink under the Actions column.

• An expanded display shows the credits':

1st Row:    "Transaction ID"    "Date"     "Source"    "Status"   "Amount"

2nd Row:    "Reason" (Required Field)     "CSR Comments" (Required Field)

2. Click on the Subscription down arrow, and select a Plan from the expanded window. Transaction ID's for all Plans (View All) is displayed by default.
3. Click on the Reason dropdown arrow, and select a reason from the expanded dropdown view.
4. Type in CSR Comments.
5. Click on Void Payment.

The Payment History screen is updated to show the payment transaction has been voided as displayed below:

Go to Top

Create a New Billing Group via a New Opportunity for an Existing Account

1. Via the Opportunity screen, click on the Manage Plans button. 

2. From the Opportunities Select Plans' screen, click on the Next button.

3. From the Opportunities Create or Edit Billing Groups' screen, click on the Create New Billing Group hyperlink. 

4. Type in a Billing Group name. If this field is left blank, Aria for Salesforce will assign a Billing Group Name in the form BG-XXXX.
5. Use the dropdown arrows to select the Notification Method, Statement Template, and Credit Note Template for this new Billing Group.
6. Click on the desired radio button to select a Primary Payment Option. 
7. Use the dropdown arrow to select a Primary Payment Type. The field name and choices will vary based on your selection of a Primary Payment Option of Method (electronic) or Term (net term days).
8. Use the search feature to select a Billing and Statement Contact for the new Billing Group.
9. Click on the Save button.

Go to Top

Usage History

1. Click on the Account' More dropdown arrow, and then click on Aria Usage.

• Two tab buttons, History, and Rated/Unbilled are displayed. The History tab is selected by default along with it's associated input fields.

2. Click on the blue dates under the From and To Date' to populate these fields, or use the calendar icons to select desired dates.
3. Use the Usage Type dropdown arrow, to select the desired usage type. All Usage Types is selected by default.
4. Click on the Subscription ID dropdown arrow to select an individual Plan subscription. The Subscription filter displays a default static value of View All.
5. Click on the Retrieve Usage button.

• A blue banner is displayed with the following dynamic texts:

  • "Displaying XXX usage records for dates between XX/XX/XXXX and XX/XX/XXXX, for usage type {ALL USAGE TYPES}".

    Note: If users select a specific subscription then, the text will display:
  • Displaying XXX usage records for dates between XX/XX/XXXX and XX/XX/XXXX, for usage type {ALL USAGE TYPES}, and for subscription (XXXX - XXXXX).
• A table is displayed with the following headers and their respective data:
  • Date/Time    Billed User ID    Client Plan ID    Usage Type    From / To    Unit Qty    Unit Rate    Charge
• Pagination is in chunks of 15 records.
• A CSV icon has been added to the top of the table when the search result is greater than 0.

6. When the user hovers their cursor over the CSV icon, a message is displayed informing the user to ‘Click icon to export usage’

• When the user clicks on the CSV icon, a CSV report is initiated to be downloaded. The downloadable report includes the following additional columns:
  • Account        Usage Description        Comment

Rated/Unbilled Usage

1. Click on the Rated/Unbilled tab.

2. Click on the Subscription dropdown arrow to select a specific account subscription. 
3. The screen is expanded to display Month-to-date (MTD) and Period-to-date (PTD) rated/unbilled usage balances for the are displayed for the selected subscription. When a user having the necessary system permissions clicks the MTD and/or PTD Reset buttons to change the respective usage balances to $0.00, an 'Action Confirmation' window is displayed allowing the user to click 'OK' or 'Cancel' the action. Once the user clicks 'OK', the action cannot be undone. 
4. Click on the Show More hyperlink.

• The screen is expanded to include a table that displays columnar data for MTD' and PTD' balances inclusive of the following column headers and their respective data:
  • Balance    Threshold    Threshold Delta    Client Threshold    Client Threshold Delta
• The table contains tooltip and edit icons. Users can hover their cursor over the tooltip icons for information on editing 'Threshold' and 'Client Threshold' settings. 

5. & 6. When the user clicks the edit (pencil) icon, a pop-up modal (edit threshold) is displayed enabling the user to change the 'Threshold' and/or 'Client Threshold' amounts. 

• Threshold and Client Threshold Deltas' are dynamically updated to reflect deltas between the MTD and/or PTD balances and edited threshold amounts.

Go to Top