---
schema_version: "1"
id: e1f41e3d1cc70e64e34a26bde5da5f9529650786048dbfdc44693e2b5a3393d6
title: Contact Center Console (Managed Package)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/energy_t_energyutilities_contactcenter_console_application_overview_283294.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.energy_t_energyutilities_contactcenter_console_application_overview_283294.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 74433c7200579e1fd049f78742dd06e77714ed6e60148d77f581d7d841299ac6
description: 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.
products:
  - Energy and Utilities
release: "264"
---
# Contact Center Console (Managed Package)

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.

![Managed Package App](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-energy_utilities-264-0-0-production-enus/520849e5-9b41-4bae-b97b-d269cc2fce83/energy_utilities/images/managedpackageicon_041724_zh.png)This app is part of the Energy and Utilities Cloud managed package. To use the standard version of this app, see [Agent Console](https://help.salesforce.com/s/articleView?id=ind.ene_agent_console.htm&release=264.0.0&type=5 "Equip your service reps with a 360-degree view of your customers using the Agent Console. The Agent Console app provides reps with usage statistics, interaction history, and a range of other tools that help them respond quickly and minimize the resolution times of customer issues.").

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:

- Update Account & Contact Information
- Analyze High Bills
- Request a Bill Copy
- Manage a Billing Dispute
- Create a Payment Plan
- Move-in / Move-out
- Obtain a Manual Meter Read
- Make a Complaint
- Manage Notification Preferences
- Manage Profile Attributes

## Extend Contact Center Console Processes

You can download additional processes from the [Salesforce Industry Process Library](https://github.com/salesforce-industries-process-library/energy-utilities-cloud-processes) and then modify them to fit your business needs as required.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-energy_utilities-264-0-0-production-enus/520849e5-9b41-4bae-b97b-d269cc2fce83/images/icon_note.png)

Note The Salesforce Process Library processes and digital assets are Non-SFDC Applications and not part of your Services under your Master Subscription Agreement with Salesforce or any of its affiliates. They are provided as-is and not supported by Salesforce.

- **[Set Up Energy & Utilities Contact Center Console](https://help.salesforce.com/s/articleView?id=ind.energy_t_get_started_with_energyutilities_contact_centerconsole_283385.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=ind.energy_t_use_the_energyutilities_contact_centerconsole_286666.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=ind.energy_t_manage_field_service_appointments_for_energyutilitiescustomers_289189.htm&release=264.0.0&type=5)**  
    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.