Loading
Energy & Utilities Cloud
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            File a Complaint on Behalf of an Energy & Utilities Customer

            You are here:

            1. Salesforce Help
            2. Docs
            3. Energy and Utilities

            File a Complaint on Behalf of an Energy & Utilities Customer

            You can file a complaint on behalf of a customer. Each complaint has a priority, subject, and a detailed description. The priority of the complaint can be high, medium, or low. When you file a complaint, you can include a billing statement, statement line item, or a meter reading.

            Complaints are tracked with cases in Salesforce. A case can be in one of the following states: Lodged, Under Investigation, Escalation, Resolution Proposed, Resolved, or Closed. All status changes for a case are recorded along with a date and time.

            1. Use the Identity Verification feature to verify the identity of the caller and launch the customer's accounts page.
            2. On the customer accounts page, select Make Complaint from the Actions menu.

              On the Create Case page, notice that the customer Account Name and Account Number are pre-populated.

              Create a case page for Energy and Utilities customers
            3. Specify the Priority of the complaint.
            4. Enter a relevant Subject and provide a detailed Description of the complaint.
            5. Optionally, you can select a Premises, a billing Statement, and a Statement Line item associated with the complaint.
            6. Click Submit.
            7. Click Finish.
             
            Loading
            Salesforce Help | Article