Use the Energy & Utilities Contact Center Console

Learn how service and support agents can use the Energy & Utilities Contact Center Console to manage requests such as billing inquiries, service changes, location changes, meter reads, customer complaints, and other activities.

Using the Energy & Utilities Contact Center Console starts when a customer contacts you for help. Use Identity Verification to search and verify the caller's details. After you have verified the caller, select from the available actions listed in the Console.

Note You must configure Contact Center Console before using it in your production org. If you haven't already configured the Console, see Set Up Energy & Utilities Contact Center Console

To learn more about using the Contact Center Console at your utility company, refer to these help articles:

• Familiarize Yourself with the Contact Center Console User Interface
  The Energy & Utilities Contact Center Console user interface gives you a 360-degree view of your customer. Learn how to use the interface to resolve customer issues quickly and efficiently.
• Verify Customer Accounts in Contact Center Console
  When a customer calls in about their energy account, verify the customer's account using the Identity Verification feature from the Energy & Utilities Contact Center Console. After you verify the customer's identity, you can help the customer with their questions.
• Manage Service Requests for Energy & Utilities Customers
  Assist your customers with meter readings, service changes, billing disputes, or when they change locations. Energy & Utilities Contact Center Console includes predefined workflows your agents can use to fulfill these service requests.
• 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.
• Manage Accounts for Energy & Utilities Customers
  Use Contact Center Console to update customer account details including billing, premises, tax, contact information, and shipping information.