Smart360 Account Transfer Request - FAQ's

Getting Started & Dashboard Overview

Q: How do I access the Account Transfer Request module in Smart360?

A: To access Account Transfer Requests - Navigate to the consumer services from the menu and on the side navigation you can see a section of " transfer ". click on it and you will be navigated to the account transfer request page.

Q: What information is displayed on the Account Transfer Dashboard?

A: The dashboard shows key metrics including:

• Pending Transfers: Number of total requests excluding completed and rejected status
• Completed This Month: Number of completed status requests for the current month
• Average Processing Time: Time between submitted date to completion date
• Success Rate: Completed requests / total requests × 100
• Search Functionality: Find requests by transfer ID, customer name, or account number
• Filter Options: Transfer type, date, status, and priority filters

Q: How do I create a new account transfer request?

A: To create an account transfer request:

1. Click "create Transfer"
2. Search and select the current account holder by name or account number
3. Select transfer type and effective date
4. Enter new account holder information
5. Configure transfer settings (billing address, financial responsibility)
6. Upload required documentation
7. Review details and submit request

Customer Search & Account Selection

Q: How do I search for a customer when creating a transfer request?

A: Customer search functionality:

• Search Options: Enter customer name or account number
• Auto-suggestions: System displays suggestions below the search field as you type
• Account Details: After selection, view complete consumer information
• Profile Lock: Customer profile locks during request creation to prevent changes
• Validation: System verifies customer exists and account is eligible for transfer

Q: What customer information is displayed after search?

A: After selecting a customer, you'll see:

• Consumer Name: Full name from account records
• Account Number: Unique account identifier
• Service Address: Primary service location
• Billing Address: Current billing address
• Consumer Category: Account classification (Residential, Commercial, etc.)
• Outstanding Balance: Current amount owed on the account

New Account Holder Information

Q: What information is required for the new account holder?

A: Required new account holder information:

• First Name: Text input, cannot be empty
• Last Name: Text input, cannot be empty
• Email Address: Must be valid email format
• Phone Number: Must be valid phone number format
• Relationship to Current Customer: Select from dropdown (Spouse, Child, Parent, Sibling, Business partner, Other) All fields are mandatory and validated upon entry.

Q: How do I configure the billing address for the new account holder?

A: Billing address configuration:

• Radio Button Selection: Choose "Yes, display address box" or "No, keep existing address"
• Keep Existing: Uses current service address as billing address
• Change Address: Opens address input fields for new billing address
• Required Selection: Must choose one option before proceeding
• Validation: New address must be complete and valid if selected

Financial Responsibility & Transfer Settings

Q: How does financial responsibility transfer work?

A: Financial responsibility options:

• Transfer Outstanding Balance: New account holder assumes responsibility for existing debt (default option)
• Clear Balance Before Transfer: Current balance must be paid before transfer completes
• Required Selection: Must choose one option using radio buttons
• Impact: Choice affects transfer approval process and completion requirements
• Display: Outstanding balance amount shown prominently with transfer details

Q: What happens to the outstanding balance during transfer?

A: Outstanding balance handling:

• Balance Display: System shows current outstanding amount (e.g., ₹245.78)
• Transfer Option: Balance transfers to new account holder if selected
• Clear Option: Balance must be paid by current holder before transfer
• Effective Date: Financial responsibility changes on the specified effective date
• Documentation: Transfer details include balance transfer responsibility

Documentation & Requirements

Q: What documents are required for account transfer?

A: Document requirements typically include:

• Proof of Identity: Government-issued ID for both current and new account holders
• Proof of Address: Utility bill, lease agreement, or property deed
• Transfer Authorization: Signed authorization from current account holder
• Financial Verification: Payment history or credit verification
• Relationship Proof: Marriage certificate, family documents if applicable Specific requirements depend on transfer type and utility policies.

Approval Process & Status Management

Q: What are the different transfer request statuses?

A: Transfer request status lifecycle:

• Pending: Newly created request awaiting acknowledgment
• In Progress: Request has been acknowledged and is being processed
• On Hold: Request temporarily paused (can be resumed)
• Completed: Transfer successfully completed
• Rejected: Request rejected with documented reason

Q: How do I acknowledge and manage transfer requests?

A: Request management process:

1. Open the transfer request detail view
2. Click "Acknowledgement" button to change status to In Progress
3. Button changes to "Put on Hold" once acknowledged
4. Use "Put on Hold" to pause request, "Resume" to continue
5. Use "Approve Request" or "Reject Request" from Quick Actions
6. Complete requirements checklist before approval

SLA Tracking & Performance

Q: How does SLA tracking work for transfer requests?

A: SLA monitoring includes:

• SLA Targets: Fixed thresholds (Acknowledgement: 2 hrs, Response: 4 hrs, Resolution: 24 hrs)
• SLA Due Date: Calculated from creation date plus defined resolution time
• Time Remaining: Current time minus target resolution time
• SLA Status: Shows "On Track" if within SLA rules, "Breached" if exceeded
• Real-time Updates: SLA status updates continuously based on current time

Q: What Quick Actions are available from the transfer request detail view?

A: Quick Actions include:

• Send Response to Consumer: Redirects to individual messaging in communication module
• Create Service Order: Redirects to service order tab for field coordination
• Add Internal Note: Redirects to communication tab for team notes
• Approve Request: Redirects to details tab requirements checklist
• Reject Request: Opens dialog box to enter rejection reason and close request

Service Orders & Field Coordination

Q: How do I create a service order for account transfer?

A: Service order creation:

1. Navigate to "Service Order" tab in transfer request detail view
2. Select service order type from templates associated with consumer
3. Choose scheduled date using date picker
4. Add remarks in text box for special instructions
5. Click "Add Service Order" button to create the order
6. Service order links directly to transfer request for tracking

Q: What information is displayed for existing service orders?

A: Service order tracking shows:

• SO Number: Unique service order identifier
• SO Name: Service order description
• SO Status: Current status of the service order
• Schedule Date: Planned completion date
• Created On/By: Creation date and user
• Assigned To/On: Technician assignment details
• Remarks: Special instructions or notes
• Actions: View details and download report options

Communication & Documentation

Q: How does the communication system work for transfer requests?

A: Communication functionality includes:

• Communication Tab: Display of all communications sent to consumer or internal notes
• Add Notes: User can add notes by selecting internal or consumer visibility
• Communication Types: Email, SMS, phone calls, and in-person interactions
• Timestamps: All communications logged with date, time, and user attribution
• Audit Trail: Complete history maintained for compliance and reference

Q: How do I view the transfer request timeline?

A: Timeline functionality:

• Timeline Tab: Shows all request-related activities tracked and logged
• Activity Log: Chronological list of actions, status changes, and communications
• User Attribution: Shows who performed each action with timestamps
• Status Lifecycle: Complete progression from Pending through completion

Receipt Generation & Completion

Q: How do I generate and provide receipts for transfer requests?

A: Receipt generation process:

• Automatic Generation: Receipt created upon successful request submission
• Content: Includes all transfer information (account details, new holder info, transfer settings)
• Download Options: Can be downloaded as PDF file
• Print Options: Direct printing capability available
• Customer Copy: Provide receipt to customer for their records
• Tracking: Receipt includes transfer request ID for future reference

Q: What happens when a transfer request is approved?

A: Upon approval:

• Account Details Update: System updates account with new holder information
• Document Transfer: All uploaded documents associated with new account
• Billing Changes: Billing address and responsibility transfer as configured
• Status Update: Request status changes to "Completed"
• Notifications: Automated notifications sent to all parties
• Service Continuity: Utility services continue without interruption

Search, Filters & Reporting

Q: How do I search for specific transfer requests?

A: Search functionality includes:

• Search Fields: Transfer ID, customer name, account number
• Auto-complete: System provides suggestions as you type
• Real-time Results: Search results update immediately
• Case-Insensitive: Search works regardless of letter case
• Quick Access: Click results to open detailed request view

Q: What filtering options are available?

A: Available filters include:

• Transfer Type: Filter by Ownership Transfer, Tenant Transfer, Business Transfer, etc.
• Date Range: Filter by request creation date
• Status: Filter by Pending, In Progress, Completed, Rejected
• Priority: Filter by Low, Medium, High, Critical priority levels
• Financial Status: Filter by "Outstanding" or "Clear" based on account balance

Q: How is the success rate calculated?

A: Success rate calculation:

• Formula: (Completed requests / Total requests) × 100
• Time Period: Calculated for specified reporting period
• Status Inclusion: Includes all finalized requests (completed and rejected)
• Display: Shown as percentage with proper formatting
• Purpose: Measures transfer process effectiveness and quality

Troubleshooting & Common Issues

Q: Why can't I submit a transfer request?

A: Common submission issues:

• Required Fields: Ensure all mandatory fields are completed (names, email, phone, relationship, etc.)
• Transfer Type: Must select transfer type from dropdown
• Effective Date: Must select valid future date
• Financial Responsibility: Must choose outstanding balance handling option
• Documentation: Zero documents uploaded prevents completion
• Validation Errors: Address any field validation errors before submission

Q: What should I do if the customer search returns no results?

A: Search troubleshooting:

• Verify Information: Double-check customer name spelling and account number
• Try Variations: Use different name formats or partial account numbers
• Check Status: Ensure customer account is active in the system
• Account Verification: Verify account exists and customer has proper access
• Contact Support: If customer should exist, contact system administrator

Q: How do I handle transfer requests that require special approval?

A: Special approval handling:

• High-Value Accounts: Transfers involving large outstanding balances may require supervisor approval
• VIP Customers: VIP accounts may have special processing requirements
• Complex Situations: Unusual relationship types or documentation may need review
• Escalation: Use appropriate approval routing based on transfer type and amount
• Documentation: Add detailed notes explaining special circumstances

Q: What happens if documents fail verification?

A: Document verification issues:

• Rejection Reason: System or reviewer provides specific rejection reasons
• Re-upload: Customer must provide corrected or additional documentation
• Status Hold: Request remains on hold until verification is complete
• Communication: Notify customer of verification issues and requirements
• Timeline Impact: Verification delays may affect SLA compliance

Q: How do I handle rejected transfer requests?

A: Rejection handling:

• Rejection Dialog: System opens dialog box requiring rejection reason
• Documentation: Must provide detailed reason for rejection
• Customer Communication: System can automatically notify customer of rejection
• Status Change: Request status changes to "Rejected"
• History: Rejected requests appear in Transfer History tab
• Appeal Process: Customer may need to submit new request with corrected information