Editing Billing Accounts on a Service Request

You can add and edit the billing accounts, premises, and service points associated with a service request to ensure that the details of the request are associated with the correct entities.

For additional information about viewing or editing service requests in Oracle Fusion Service, see Service Requests in the Using Service Center Guide.

Add, Edit or Remove Items from a Service Request

To add, edit, or remove billing accounts, premises, or service points to a service request:

1. Locate the service request you want to edit on the Work Queue tab.
2. Click the Edit Billing Accounts link in the Action column. Note that this option is available only if the contact on the service request is associated with at least one billing account. Therefore, if you are attempting to add billing accounts to a service request that was created in CX for Utilities Sales for a contact that is not associated with a billing account, this option might not be available.
3. The system opens a new tab with the <Service Request Title>: Billing Accounts form in Oracle Fusion Service.
4. Continue to the next topic, "Managing Billing Accounts, Premises, and Service Points".

• Manage Billing Accounts, Premises, and Service Points
  

Manage Billing Accounts, Premises, and Service Points

You can add or remove billing accounts, premises, or service points to entities within the Customer Experience for Utilities Sales solution, including:

• Service requests
• Leads
• Opportunities

To add items, you must use the hierarchical order shown here:

• Billing Accounts
  • Premises
    • Service Points

For example, if you want to add a premise to a service request, you must first add the associated billing account, and then you can add the premise as a child of that billing account. Similarly, if you want to add a service point, you must first add the billing account and premise, and then you can add the service point as a child of the premise.

When you remove an item, you remove the item, and all child records that are below it.

Add, Edit or Remove Items

To add, edit, or remove billing accounts, premises, or service points:

1. Access the <Entity Page Title>: Billing Accounts form. Your navigation to this form is determined by the entity you are adding billing accounts to.
2. Click the Add Billing Accounts button at the top right of the screen.
3. Search for and select the billing accounts you want to attach to the record, and click Add and Close.
4. The system returns you to the main form with the billing accounts in the list.
5. To add a premise as a child record under a billing account, click the Action menu (...) to the right of the billing account, and then click Add Premise.
6. Search for and select the premises you want to add to the record, and then click Add and Close.
7. The system returns you to the main form with the premises added as children of the selected billing account. You can expand or collapse the hierarchy as necessary.
8. To add a service point as a child record under a premise, click the Action menu (...) to the right of the premise, and then click Add Service Point.
9. Search for and select the service points you want to add to the record, and then click Add and Close.
10. The system returns you to the main form with the service points added as children of the selected premise. You can expand or collapse the hierarchy as necessary.
11. To remove a record from the hierarchy, click the Action menu (...) to the right of the record you want to remove, and then click Remove. Note that if you are removing an item with children, your selected record and all associated child records will be removed.
12. On the confirmation message, click Continue.