Terminology
What is the new term for a customer in C4C?
Business Partner
Where can you view and edit customer phone numbers?
BP > General facet
What MUST exist before you can do a residential move-in to service address?
A Business Partner must either exist on the system or be created prior to doing a move-in.
What level in C4C is associated with the icon that has two hands shaking?
Contract Account level
Where do you go in C4C to create an Account.
Agent Desktop > + Account
What is the new term for facilities in C4C?
Premise
Where can you view, edit, or cancel Service Orders in C4C?
Premise > Service Orders facet
What is the suggested level/location in C4C to begin the move-in process once you have you have determined your customer's info & service address.
Premise level > Create button > Move-In
What level in C4C is associated with the icon that has an image of a building with a pin?
Premise level
True or False? The main address listed in on the General facet of an Account is always the same as the service address.
False. The service address is the Premise address which might be different than the Account address.
What replaces CAIs, BIMs, & GIMs C4C?
Business Process Exception Management (BPEMs)
Where can you view or create customer correspondence in C4C?
BP > Correspondence facet
or
CA > Correspondence facet
Where can you view My Account information and send an enrollment registration link to a customer?
CA > Central facet > Scroll to My Account tile
What level in C4C is associated with the icon that has a portrait symbol like what is on a dollar bill?
Business Partner aka Individual Level
Security Deposits are automatically calculated in the move-in process and the details can be found on this facet.
CA > Financials facet > Security Deposit sub-facet
What is the new term for a non-residential customer in C4C?
An Account
Where can you view, edit, or create memos in C4C?
BP > Correspondence facet
ACCOUNT > Correspondence facet
CA > Correspondence facet
PR > Correspondence facet
Name at least 3 things that happen once typical residential move-in steps have been successfully submitted/completed.
- New CA number is created
- Move-In document is created
- If needed, Move-Out document is created for the existing COR
- Premise > Customer facet is updated with Move-In/Out information
- Premise > Change/Cancel Moves facet is updated with Move-In/Out information
- Premise blue pane and preview pane are updated with the new Move-In/Out information
What level in C4C is used to setup post moves offerings and request My Account access?
Contract Account level.
Other than the Customer 360 screen, what facet has the Meter size used at a service address?
Premise > Services facet
or
Premise > Premise Details facet
What is the new term given activities related to collections?
Dunning
Where can you view payments, programs, & reprint invoice information in C4C?
CA > Financials facet
If a customer calls in to cancel a move in that caused another customer to have a forced move-out date, name 2 things that happen for the forced out customer?
The CSR will need to go to PR > Change/Cancel Moves facet to perform the cancellation.
Typically no other actions are necessary for the forced out customer since C4C will cancel the move-in, cancel the move out, reinstate the CA number for the forced out customer, update all billing information and reverse any related correspondence.
What level in C4C is associated with meter information?
Premise level
How many digits are in a Tax Identification Number (TIN)?
Nine.