Dunning letter visibility to support staff

Requirement:

A support group is talking to delinquent customers.

Customer is denying that he received Dunning letter.

Support staff wants to access oracle and read out the contents of the delinquent letter to the customer.

 Constraint:

Advanced collections is implemented.

Management feels that that is too much information provided to the support staff.

Management does not want to add the support staff to the collections group.

Only dunning letter need be shown to the staff.

 

Possible options:

1.       Collection Agent responsibility be stripped down to just delinquency tab. This does require that the user be member of the collection group

2.       Navigate AR Collections> Collections >