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Features of Self-Service Portal
Learn how the Self-Service Portal app supports business operations and the needs of Energy and Utility companies.
Required Editions
| Available in: Enterprise, Performance, Unlimited, and Developer Editions |
The Self-Service Portal app is built for the utility customer persona. Utility customers use the portal to manage their utility bills, raise service requests, chat with customer service agents, and shop for clean energy programs.
Note: You can get hands-on experience with a fully configured org that includes rich sample data in a Learning Trial Org.
Capabilities in Self-Service Portal
| Business Requirement | Features to use |
|---|---|
| Pay a utility bill | Set up the Flexcards and Omniscripts in the digital experience site to gather billing details for the customer's account, and provide payment options. Integrate with an external billing system. |
| View previous bills, compare bill amounts, check due date, view a PDF version of a bill | Set up the Billing History tab to display a list of bills generated over a selected period of time. |
| Update billing details | Your customers can use a guided flow to update their billing details in the Self-Service Portal. |
| Dispute billing amounts | Set up OmniStudio in Self-Service Portal to quickly create a case so that your service agents can contact your customer. |
| Update contact information | Set up the My Profile section in the Self-Service Portal site to enable your customers to update their contact and account details |
| View consumption usage for gas and electricity over different timescales for each address. Download consumption details in CSV format. | Set up the Usage tab to display the consumption of gas and electricity over a selected period of time. |
| Transfer service locations | Set up the Quick Actions button Transfer Service to gather locations for the account, available rate plans for the service, and other terms and conditions for transferring service locations |
Other Products that Work with Self-Service Portal
| Business Requirement | Features to use |
|---|---|
| Discover programs, learn details, and apply in a guided step. Discover the order history for clean energy programs. | Use Clean Energy Programs to enable your customers to browse and apply for programs. |
| Manage customer accounts and quickly create cases for service agents. | Use Agent Console to equip service agents with a 360 degree view of customer accounts. The Agent Console app provides agents with usage statistics, interaction history, and a range of other tools that help them respond quickly and minimize the resolution times of customer issues. |
| Manage clean energy programs and track success metrics | Use Program Management Console to enable analysts and program managers monitor the success metrics of a clean energy program within a single dashboard. |
| Automate the approval process for clean energy program applications | Set up the Application Approval Process, which uses Flows and Action Plans to automatically validate applications, and raise approval requests with stakeholders. |
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