Customer 360 Dashboard

As a customer service representative, you can do these tasks from the Customer 360 dashboard.

• View and manage assets.

• View and manage bill unit balances.

• View and manage service requests.

View and Manage Assets

Use the Assets section to view the assets for which the customer is the primary party to the asset's owner account, service account, or billing account. Here you can only view simple offers, service bundle offers, and assets that are either active or suspended, or inactive for three months or less. You can also suspend, resume and cancel subscription of assets.

Here's how you can access the assets and view the complete details of service assets and goods assets.

1. On the Customer 360 Dashboard page, go to the Assets section. Click any asset to view its complete details.

2. To view the bill associated with the asset, go to Actions and click View Bill from the list. The bill details view in which the asset is billed opens.

3. To take a payment for the account associated with the asset, go to Actions, and click Take Payment from the list.

Note:

You can only view the Take Payment and View Bill options for the caller who's the primary party of the billing account of the asset.

View and Manage Bill Unit Balance

Bill unit balance section shows billing information for each bill unit associated with the Contact's billing accounts. For each bill unit, the current balance amount is displayed.

You can also view payment due date or overdue information.

1. On the Customer 360 Dashboard page, go to the Bill Unit Balance section.

2. Go to Actions and you can view the bill, take payment, and view payment history.

View and Manage Service Requests

As a customer service representative or a manager, you can view the service requests from the Customer 360 dashboard. Up to five service requests associated with the contact and in open status are displayed. Critical and recently updated requests are displayed first. You can open all service requests from the link provided on the panel of the dashboard.

Each service request displays a summary of information including its criticality, status, title, and last update date.

1. On the Customer 360 dashboard page, go to Service Requests section.

2. Click a service request to go to the details page. The information differs between specialized billing adjustment requests and generic service requests. You can view the service requests related to different bill units raised either by a customer service representative or a manager.