Account Summary
Types of payments agents can accept from customers.
What is credit card or check card with Visa/Mastercard logo. ***Credit cards accepted: Visa/Mastercard/Discover/American Express
Payments applied to the account can be found in this section.
What is- Transactions.
This is the line that is selected to add (or view if a customer has it on their account) a Senior/Military/First responder discount.
What is the Account Charges and Credits.
Agents should always ______ a case if the customer is being escalated to Tier 2 Support.
What is Queue.
Location where agents can access open orders within the Account Summary screen.
What is - Things I Can Do in the top right corner.
Click on this field to update the CPNI code.
What is-Manage Authorized Users.
This is where we can enter a request to change the customer's bill cycle date.
What is- Omnia360 Billing Account Information>Desired Cycle on the right side.
Line selected to begin a change order.
Click on this to open the Internal Notes in a case/ticket.
What is Save.
Location where agents can access the OCC window.
What is - Things I Can Do in the top right corner.
These two items must be verified on each call.
What is the contact number and phone number. **Agents will verify account password/passcode or update/add a passcode if it's not listed on the account.
Section where we can go to view previous work orders.
What is the dropdown in the black ribbon to the right of the customer name, then select Orders. Set the filter on the left to "All Orders".
Line selected to View Plant (Customer Cabinet) information.
What is the Service Location (address) line.
Line selected to enter a case/trouble ticket.
What is the Service Location OR the Residential Data line.
This symbol indicates that there is an open order on the account.
What is the Caution symbol.
Place where agents will add notes to customer accounts.
Account Comments- Agents will click on the green plus to begin adding a note detailing the call. **If a work order is created, notes will be added to the work order and copied to the Account Comments for visibility to all agents.
Section where agents can determine if a customer has monies owed that are 60 days deliquent.
What is- Balances.
List the line that would be selected and the circumstances when we would utilize the Upgrade/Downgrade option.
What is- the Residential Data line and this would be used to transition an account from Legacy to Universal. This would be utilized by the Sales team if they were adding Voice (telephone) to an account. This would be utilized by Retention to remove Voice from an account.
Outage tickets should always be queued in a case. True or False
What is TRUE! We track all support calls via cases/tickets. Outages calls should be queued as Outage.
Legacy to Universal orders are a two-part process. After removing the old Account Charges and Credits line, agents select this option to add the Account Charges and Credits back to the account.
What is the green New Order button in the Products & Services section.
Click on this field to access previous statements.
What is- View Invoices.
Section where agents can add/edit bank draft.
What is ACH
What is the Service Location. **In the event that the Non-Pay Reconnect option does not appear, this is due to multiple Account Charges and Credits. Select the checkbox next to the Res Data and ACC line that is listed as Non-Pay and then right click on the Service Location.
All support calls should have a case/ticket created in Omnia. When an agent resolves the reason for the call, this is the process for this open case/ticket.
What is notate and CLEAR the case.
This is the workflow utilized in the Legacy to Universal orders that is ONLY used for the Account Charges and Credits.
What is EBAP.