C4C Navigation
The 2 Sides of SAP that are utilized by Customer Service.
What is
C4C and S4?
The steps to locate a BP's DOB.
What is
Expand the carrot within the Blue Header.
True or False
We do not have to mask the call when obtaining a business Tax ID.
FALSE!
This must be 4 digits in length and may not begin with a 0.
What is a PIN?
What is Business Partner & Business Account?
The location where you can search using an inactive CA#.
True or False
A BP authenticated via the IVR using their PIN so I do not need to verify them again.
FALSE
The option selected from the dropdown in the LAC when creating a New commercial profile.
What is New Account?
Who is authorized to set a PIN for a BA.
Who is the Business Owner or Corporate Office?
The meaning of the acronym LAC.
What is
Live Activity Center
The location where we update a customers mailing address or email address.
What is the Addresses Tab?
The information that must be included in the ID Number field when adding an Emergency Contact.
What is
Contact Name & Phone Number
The location where the business' Local Contact is added.
What is Communication Data tab?
Residential BP
When No PIN or SSN is on file, how many pieces of account verifying information is required?
What is
Three pieces
of account verifying information.
BONUS JEOPARDY +100 (time attack)
Provide 3 of the acceptable pieces of info.
The Location where you can quickly locate a Fixed Address,
What is:
Contract Account → Details
The location to check for Authorized User's / Co-Applicants / POA
What is the Relationships tab?
A flag that is added to an eligible Customers profile to provide additional attempts to connect with the customer on a past due balance before disconnection.
What is Elderly/Disabled Flag?
The process when a business does not have the Tax ID when calling to start service.
What is; They must obtain the Tax ID and call back to start services ?
Provide the location where customers must send their Verifying documents when requested.
What is
csdocuments@summitutilities.com
The 2 tabs that auto-populate when a customer has been authenticated in the IVR and only matches 1 BP.
What is the LAC & Customer Hub tabs?
Provides the ability to search system wide.
What is Global Search?
List the information that is required when creating a new BP.
What is
• Legal Frist/Last Name
• Phone Number
• DOB
• MLA
*SSN (if starting new service)*
What is
Email Address & Website
The steps taken to verify a BP when a PIN and SSN are on file but the customer is unable to verify the PIN.
What is
♦ The Last 4 digits of the SSN
♦ 2 other pieces of approved customer information:
-DOB/PH/MLA ZIP/PMT/DL/St.Date/Email
Before using the Global Search to locate a premise, we should search for a premise in this location. (asking clarifying questions and attempting different street short hand terms)
What is
Utilities → Premise