- You must have installed the Notes feature. For more information, see Install Zuora Collect Features.
Obtain the API token of Notes for Integration
To use the commenting functionality of Notes in the Collections Window or Disputes features, you need to enter the API-token of the Notes instance in the integration settings of these features.
Obtain the API token of Notes from the Settings tab of the Notes landing page.
Configure Escalation Points and Authorized Amounts for Disputes
Escalation points and authorized amounts for Disputes are configured by admins in Notes.
For a standard user of Disputes, if the disputed amount is greater than the authorized amount, the user needs to escalate the dispute to an escalation point for further processing (approval or rejection).
Only admins can configure escalation points and authorized amounts.
- Launch Notes.
- Select the Escalation tab from the landing page.
A list of users and their roles are displayed. The names are populated from the users using Collections Windows and Disputes features. The roles are their Zuora platform roles.
Use the filter above the list of users to search for a user by the first name, last name, role, username, or email address. Type 2 letters and the matched results will display.
- Assign an escalation point for each user. You can search for an escalation point by the first name, last name, username, or email address.
If no escalation points are specified for a user, disputes handled by this user cannot be escalated.
Escalation points are the persons that will be contacted when the disputed amount is greater than the authorized amount of the standard user. Multiple levels of escalation are allowed. For example, a dispute can be escalated to User A, who can escalate the dispute to User B.
- Enter an authorized amount for each standard user.
For each standard user, you need to set an authorized amount. If the disputed amount is greater than the authorized amount, the user must escalate the dispute to an escalation point for further processing.
- Click Save to save the settings.
You can export notes that are made in Collections Window or Disputes. For details, see Using the Notes Feature.