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Create a Payment Plan for Energy & Utilities Customers
Set up payment plans to help your customers meet their billing obligations. Salesforce calculates payment installations based on factors such as balance amount, payment frequency, number of installations, and any down payment that the customer has made. After you enter this information, Salesforce calculates the installation amount.
The Create Payment Plan process guides your account managers through the steps to create a payment plan. Start the process flow by selecting the Create Payment Plan Action on the console after you have identified the account.
An account manager selects the amount to include in the payment plan, either the past due balance or the full account balance. Salesforce calculates the Installment Amount by dividing the Payment Plan Total by the number of installments. You may enter a Down Payment Amount, which triggers the Installment Amount to recalculate.
- Use the Identity Verification feature to verify the identity of the caller and launch the customer's accounts page.
- On the customer accounts page, click Create Payment Plan from the Actions menu.
- On the Overwrite Payment Plan page, select Yes for the question Would you like to overwrite existing Payment Plan? If you select No, the workflow exits.
- Enter the Set Up Payment Plan information.
- Notice that the Installation Amount is automatically calculated based on the input of the above fields.
- Click Next.
- Click Finish.
A new payment plan is created for the customer with the installation amount distributed over the specified period.
For system administrators: If the Account Balance information is retrieved from an external system, map the data to an Account Balance External Data Object that includes these fields:
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Account Balance
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Past Due Balance
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Due Date
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Past Due Date
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Current Balance
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Current Balance Due Date
