This chapter provides an overview of self-service transactions available for communications and energy and discusses how to:
Manage accounts.
Manage bills.
Manage services.
Work with customer care transactions.
This section lists prerequisites and discusses:
Self-service view.
Viewing accounts
Much of the self-service functionality for communications and energy is based on core functionality for order capture. Detailed information on setting up and managing self-service is available in the following PeopleBook chapters:
Process |
Details |
More Information |
Setting Up Customer Self-Service |
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Working with Customer Self-Service |
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Configuring Self-Service |
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Working with Self-Service Transactions |
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The self-service menu enables the following transactions:
Menu Item |
Description |
Account Management |
Account Administration enables the user to view accounts, bills, and services.
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Customer Care |
Customer Care enables the user to create trouble tickets, view tickets, search solutions, search Frequently Asked Questions and view the troubleshooting guide. |
Browse Catalog |
Products and Services enables the user to view product catalogs, view information about product offerings, and purchase products and services online. |
Search Catalog |
Catalog Search enables the user to perform a keyword search on product catalogs. |
Shopping Cart |
The Shopping Cart displays all products and services selected for purchase. |
Order Status |
Order Status displays details for all orders placed within a defined period of time. The number of review days is defined in Set Up CRM, Business Unit Related, Order Capture Definition. |
Quote Status |
Quote Status displays details for all quotes created within a defined period of time. The number of review days is defined in Set Up CRM, Business Unit Related, Order Capture Definition. |
Profile |
Profile enables the user to change the user name, password, default address, phone number, or email, view and maintain an address book, and view internal contact information. |
Customer Selection |
Customer Selection enables the user to select the role for the transaction. |
Contact Us |
Contact Us enables the user to create an email that will be directed to the appropriate area. |
Product Registration |
Product Registration enables the user to register products online. Users can register new or existing products. |
When an account is created, the following additional information is captured and preserved:
If the account is for a consumer, the consumer’s business object (BO) ID is stored in the customer BO ID.
If the account is for a company, created by a contact of the company, the company’s BO ID is stored in the Customer BO ID and the Contact's BO ID is stored in the Contact BO ID.
The accounts shown for a user are filtered by the same criteria as shown above, based on the selections in the Customer Selection option. If the current self-service user is a consumer, all the accounts belonging to that user are shown. If the current user is a contact, then only the accounts created by that user, for the company he is representing, will be shown.
The Get Balance link on the View Account Balance page sends a synchronous message to the billing system using Integration Broker, to fetch the account balance in real time. This synchronous functionality could be altered using the UNTEGRATBILL parameter, the communications configuration. There is similar functionality represented by the Get Usage link on the Account Usage display page.
This section lists the pages that consumers use to manage accounts.
Page Name |
Definition Name |
Navigation |
Usage |
RBT_MNU_ACCT |
Account Management, Account Management |
Select a self-service transaction. |
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RBT_ACCT_VIEW_SS |
On the Account Management page, click the View Accounts link |
Self-service users search for accounts to view in greater detail. |
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RBT_ACCOUNT_SS |
On the View Accounts page, click the account number |
Self-service users view details of individual accounts. Details include account number, account type, account name, and account status. |
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View Account Balance |
RBT_ACCT_BAL_SS |
On the Account Details page, click the View Account Balance link |
Self-service users view the current balance and opening balance of the account. |
RBT_BILL_DISP_SS |
On the View Account Balance page, click the Dispute Balance button. |
Self-service users can dispute a bill appearing on the system. |
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RBT_ACCT_USAGE_SS |
On the Account Details page, click the View Account Usage link. |
Self-service users view total time and current minutes used on an account. |
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Usage Dispute |
RBT_ACCT_USAGE_SS |
On the View Account Usage page, click the Dispute Usage button. |
Self-service users can dispute usage on an account. |
Change Payment Type |
RBT_CHNGPAY_PG_SS |
On the Account Details page, click the Change Payment Type button |
Self-service users can change the payment type for the account. Delivered selections are Invoice, Automatic Payment and Credit Card. The user can select a different payment type for each account. |
This section lists the pages that consumers use to manage bills.
Page Name |
Definition Name |
Navigation |
Usage |
RBT_BILL_VIEW_SS |
On the Account Management page, click the View Bills link |
Self-service users select the account to view billing information. |
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RBT_BILL_VIEW_SS |
On the View Bills page, select the account number from the list and click Go |
Self-service users view information such as bill due date and total due. |
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Bill Details |
RBT_BILL_PG_SS |
On the View Bills page, click the Bill Number link |
Self-service users review details of the bill. |
RBT_BILL_ITEM_SS |
On the Bill Details page, click the Bill Detail Information link |
Self-service users review individual line items from the bill. |
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RBT_BILL_DISP_SS |
On the Bill Details page, click the Bill Dispute link. |
Self-service users select a reason for the billing dispute. Delivered values are Incorrect Balance, Billing Error, or Others. The self-service application user can only dispute a bill event, but a CSR can dispute a bill item. |
This section lists the pages that consumers use to manage services.
Page Name |
Definition Name |
Navigation |
Usage |
RBT_SERV_VIEW_SS |
On the Account Management page, click the View Services link |
Self-service users select the account to view service information. |
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RBT_SERV_PG_SS |
On the View Services page, click the service number |
Self-service users review features and associated pricing of the service. |
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Modify Your Service |
RBT_MODIFY_SERV_SS |
On the Service Details page, click the Change My Features button |
Self-service users can add or remove features for the service. |
RBT_SERVICE_MGMTSS |
On the Modify Your Service page, click the Finish button |
Self-service users can review the changes they made to the service and review the related pricing. |
This section lists the pages that consumers use to work with customer care transactions.
The Trouble Ticket for communications and energy is based on core Case functionality. PeopleSoft has added the Account field to the Create Case component. Core functionality is used throughout the rest of the component.
Page Name |
Definition Name |
Navigation |
Usage |
RBT_MNU_CASE |
Customer Care, Customer Care |
Select a self-service transaction. |
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RCTCASE_SW_SS_RPT |
On the Customer Care page, click Create Trouble Ticket. |
Self-service users can create trouble tickets on any case. |