Manage Billing and Payments for Energy & Utilities Customers

Use Contact Center Console billing and payment business workflows to help your customers with their billing inquiries.

Your service agents can use the Contact Center Console to:

• View Bills for Energy & Utilities Customers
  Generate and view a PDF copy of the customer bill using the Contact Center Console.
• 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.
• Update the Billing Profile for Energy & Utilities Customers
  Update your customers' billing information, such as the billing cycle, bill delivery method, format, frequency, number of bill copies, billing address, or email address. Support agents make these updates on the billing account related to the business account.
• Send a Bill Copy to Energy & Utilities Customers
  Your support agents can send a copy of a past bill to a customer upon request. An email containing the link to the PDF bill is sent to the default email address of the caller. The customer can also ask for the bill to be sent to additional email addresses which are added to the CC list of the email.
• High Bill Cases for Energy & Utilities Customers
  Sometimes customers have questions about their utility bill—especially when it's higher than expected. Your support agents can address questions about bills using Contact Center Console.
• Manage Billing Disputes for Energy & Utilities Customers
  In the Contact Center Console, support agents can investigate, manage, and resolve billing disputes raised by customers. Agents start by logging a case for the verified customer account. The case includes information about the bill under dispute, the billing statement, and the corresponding statement line item.