Energy & Utilities Contact Center Console is a unified portal for service agents to support customers with contact information updates, bill analysis, payment plans, location changes, and meter reads.
This app is part of the Energy and Utilities Cloud managed package. To use the standard version of this app, see Agent Console.
As an energy or utility company, you can use predefined Console workflows, or you can customize the Console to meet your specific business requirements. The Console also provides support to integrate with billing and other back-office systems.
You can choose to set up Contact Center Console by itself, or along with Salesforce Field Service. Field Service adds support for service agents in the field to manage work orders, assist customers, and record service details through an online portal.
Contact Center Console Features
With the Energy & Utilities Contact Center Console your service and support agents can:
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Update Account & Contact Information
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Analyze High Bills
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Request a Bill Copy
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Manage a Billing Dispute
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Create a Payment Plan
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Move-in / Move-out
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Obtain a Manual Meter Read
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Make a Complaint
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Manage Notification Preferences
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Manage Profile Attributes
Extend Contact Center Console Processes
You can download additional processes from the Salesforce Industry Process Library and then modify them to fit your business needs as required.
- Set Up Energy & Utilities Contact Center Console
Setting up Energy & Utilities Contact Center Console requires that you configure your Salesforce Org, download and deploy Console components, and configure permissions. - Use the Energy & Utilities Contact Center Console
Service agents use the Energy & Utilities Contact Center Console to verify callers and handle billing inquiries, service changes, location changes, meter reads, complaints, and account updates from one workspace. - Manage Field Service Appointments for Energy & Utilities Customers
Use the Energy & Utilities Contact Center Console Field Service functionality to help your customers schedule service appointments or view the status of their open appointments.