Overview A customer of yours renewed their contract, but the renewal failed for the particular product and you need assistance for the same. Solution Open a Support ticket with the below information: ...
Overview You need to transition one or multiple accounts to new products. <supportagent> Prerequisites Access to the Jump server Access to the client database </supportagent> Solution Transitioning ac...
Overview Alerts are raised for events that need your attention. Alerts are organized in Groups/Queues so that they are attended in order. Information You can view all the Alerts in the client's CSR ...
Overview When a customer requests to transfer their account from one premise to another, the contract should carry on from the point when they left their current premises and should not result in upda...
Overview We can update the plan type (Flat-fee, Fixed, etc.) for selected products if there's a need and you should create a support ticket for this modification. Information Mention the product cod...
Overview Enrollments can be rejected by the utility for reason '05: POOL OPTION, BILL OPTION, OR RATE NOT VALID'. This message can be displayed when there is an issue with the rate and the account's p...
Overview Enrollments can be rejected by the utility for reason '05: POOL OPTION, BILL OPTION, OR RATE NOT VALID'. This message can be displayed when there is a discrepancy between the rate amount in t...
Overview You find that certain accounts are billing incorrectly due to an incorrect rate code. You want to update the rate code to a specific value and trigger a REFRB rate change. Solution Please r...
Overview You want to complete product transitions for a list of accounts by excluding accounts that have a non-rollover product rate transition in the past 30 days. You also want to send transactions ...
Overview You want to update the Product Zone displayed under the Product Management section in the CSR Portal for a specific product code. <supportagent> Prerequisites Access to the Jump server. Acces...