Empower your customer service representatives to initiate billing disputes directly on behalf of your customers to accelerate the service request intake process, turnaround, and resolution time. Get real-time notifications for new billing cases, view the list of recent billing cases for an account, and track case metrics on the Billing Operations Console. By using these enhancements, your customer service representatives can efficiently track and analyze billing case and dispute patterns, and also generate reports. Assisted case creation drives faster resolutions while also minimizing customer effort by handling the submission and tracking for them.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions of Agentforce Revenue Management, formerly Revenue Cloud, with the Revenue Cloud Billing license.
Who: To raise cases and disputes, and resolve them, you need these permissions:
- UnifiedCatalogAgentPsl permission set group
- UnifiedCatalogAgent permission set
- Omnistudio User permission set
- Industry Service Excellence permission set
- Billing Operations User permission set
- Billing Customer Service User permission set
How: Configure the Action Launcher component on the Account record page to add the Billing service catalog. Then, search and select the appropriate billing service request, select the customer contact, enter the required dispute details, and raise a case.
To resolve the billing case, use the Resolve Case quick action and follow the service process resolution workflow.
To view billing case metrics, use the Open Billing Cases summary card on the Billing Operations Console.