How can agents request a refund cheque on active accounts
Create a clarification case
What segment do you select when choosing an Encor Product?
Mass Market
How you agents request to have an account removed from a Collection Agency?
Clarification case (Callback from Collection Agency)
What is the name of the button/area that you need to select to create a water meter install in the contract management screen
Service Notifications
In what work centre will you see the customer's gas meter reads?
Billing > Meter Reading for BP Work Centre
What is the Dunning threshold for residential accounts?
$50
When is the final notice sent after the final bill's due date?
3 days after the due date
How do agents reopen an energy plan on hold or have the plan applied to their new contract?
Clarification Case - HAT Offline
In what work centre do you see the last dunning date and amounts?
Collections Work Centre
What does an ANGSC product name start with?
North or south
How do agents update a customer's product from fixed to floating?
Complete a move contract using the same address.
What is the alert for a Business Agreement that cannot be used?
Orderly Payment of Debt
Name two of the four situations that are considered stacked enrollments
Encor Contract In Deactivation – Customer wants RRO service before end date
-Encor Contract In Deactivation – Customer wants Encor service before end date
-Regulated (RRO, Water, Waste) Contract In Deactivation – Customer wants service before end date (Regulated or Encor
-Contract In Activation - New customer wants to enroll for future date)
In what work centre and "tab" do you need to enter to update the customer's Energy Plan details?
Contract Management, select a product, and then select Energy Plan Data
In which work centre and tab do you see if a payment has been applied to an installment plan?
Account Balance work centre and the installment plan tab.