---
schema_version: "1"
id: 01cc28a90a2ab7bb6c7774432de5097ff1434c3a4a6e05933f44356f64c0c409
title: Use the Energy & Utilities Contact Center Console
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/energy_t_use_the_energyutilities_contact_centerconsole_286666.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.energy_t_use_the_energyutilities_contact_centerconsole_286666.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4086febb44321e6a463ab19018322937134ca24e99f8d082c7b87fb13cab20d6
description: 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.
products:
  - Energy and Utilities
release: "264"
---
# 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.

## Handle a Customer Call in Contact Center Console

A Contact Center Console session starts when a customer contacts your utility. First, use Identity Verification to search for and verify the caller. Then select an action in the console based on the customer's request.

![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 Before agents use Contact Center Console in production, configure it. See [Get Started with 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.").

The Contact Center Console tasks cover these customer requests:

- Learn the console layout and where each action lives.
- Verify the caller's identity and account before you make changes.
- Manage service requests, such as starting, stopping, or moving a service.
- Manage billing and payments, such as bill inquiries and payment arrangements.
- Manage customer accounts and contacts.

- **[Familiarize Yourself with the Contact Center Console User Interface](https://help.salesforce.com/s/articleView?id=ind.energy_t_energyutilities_contact_center_consoleoverview_286716.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=ind.energy_t_verify_the_customer_account_using_the_energyutilitiescontact_center_console_286892.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=ind.energy_t_manage_service_requests_for_energyutilities_customers_286947.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=ind.energy_t_manage_billing_and_payments_for_energyutilities_customers_287755.htm&release=264.0.0&type=5)**  
    Use Contact Center Console billing and payment business workflows to help your customers with their billing inquiries.
- **[Manage Accounts for Energy & Utilities Customers](https://help.salesforce.com/s/articleView?id=ind.energy_t_manage_profiles_and_premises_for_energyutilities_customers_288171.htm&release=264.0.0&type=5)**  
    Service agents use Contact Center Console to add and update Energy & Utilities customer accounts and contacts, including billing, premises, and contact details.