PeopleSoft CRM 9.1 Industry Application Fundamentals PeopleBook

Working with Self-Service Transactions for Communications and Energy

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.

Understanding Self-Service Transactions for Communications and Energy

This section lists prerequisites and discusses:

Self-service view.
Viewing accounts

Prerequisites

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	Define guest IDs. Set up user registration features. Set up Contact Us features.	See Setting Up Customer Self-Service.
Working with Customer Self-Service	Sign in to PeopleSoft self-service. Register as a personal user. Maintain name and sign in information. Maintain a customer’s contact and address information. Maintain a customer’s address book. View internal contacts. Send messages.	See Working with Customer Self-Service Transactions.
Configuring Self-Service	Hide specific fields in self-service Case components. Configure “Contact Me…” notifications. Associate solutions with reasons that self-service users provide for closing cases. Update descriptions of the predefined searches that are used by the users of self-service components. Set up FAQs and troubleshooting guides.	See Configuring Self-Service Applications.
Working with Self-Service Transactions	Create a case. Manage existing cases. Search for solutions. Use FAQs and troubleshooting guides.	See Working with Self-Service Application Transactions.

Self-Service View

The self-service menu enables the following transactions:

Menu Item	Description
Account Management	Account Administration enables the user to view accounts, bills, and services. The user can view account status, account information, account balance, and account usage. The user can view bill details such as bill due date and total due for existing accounts. The user can view service details such as account number and recurring price, and make changes to the services, such as adding and removing features.
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.

Viewing Accounts

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.

Managing Accounts

This section lists the pages that consumers use to manage accounts.

Pages Used to Manage Accounts

Page Name	Definition Name	Navigation	Usage
Account Management	RBT_MNU_ACCT	Account Management, Account Management	Select a self-service transaction.
View Accounts	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.
Account Details	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.
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.
Bill Dispute	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.
View Account Usage	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.
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.

Managing Bills

This section lists the pages that consumers use to manage bills.

Pages Used to Manage Bills

Page Name	Definition Name	Navigation	Usage
View Bills	RBT_BILL_VIEW_SS	On the Account Management page, click the View Bills link	Self-service users select the account to view billing information.
View Bills	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.
Bill Details	RBT_BILL_PG_SS	On the View Bills page, click the Bill Number link	Self-service users review details of the bill.
Bill Item Details	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.
Bill Dispute	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.

Managing Services

This section lists the pages that consumers use to manage services.

Pages Used to Manage Services

Page Name	Definition Name	Navigation	Usage
View Services	RBT_SERV_VIEW_SS	On the Account Management page, click the View Services link	Self-service users select the account to view service information.
Service Details	RBT_SERV_PG_SS	On the View Services page, click the service number	Self-service users review features and associated pricing of the service.
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.
Summary	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.

Working with Customer Care Transactions

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.

Pages Used to Work with Customer Care Transactions

Page Name	Definition Name	Navigation	Usage
Customer Care	RBT_MNU_CASE	Customer Care, Customer Care	Select a self-service transaction.
Create Case	RCTCASE_SW_SS_RPT	On the Customer Care page, click Create Trouble Ticket.	Self-service users can create trouble tickets on any case.