Smart360 New Connection Application Detail View - FAQ's
Getting Started & Navigation
Q: How do I access a new connection application for processing? A: To access an application for processing:
Q: What information is displayed on the application dashboard? A: The dashboard shows key performance indicators and application lists:
- KPI Cards: Applications pending, approved today, average processing time, rejection rate
- Current Applications Tab: All applications except rejected and activated status
- History Applications Tab: Applications with rejected and activated status
- Search and Filter Options: Find applications by ID, name, date, category, subcategory, or status
- Export Functionality: Export filtered application data
Q: What are the six workflow stages for processing applications? A: The workflow includes six sequential stages:
- Application Review: Document verification and initial validation
- Site Inspection: Physical location assessment and scheduling
- Approval: Final approval based on inspection and requirements
- Installation: Meter installation and service setup
- Activation: Service activation and account setup
- Follow-up: Post-activation customer communication and support
Application Overview & Consumer Information
Q: What consumer information is displayed in the application detail view? A: The application detail view shows three main information panels:
- Contact Information: Consumer email, phone number, service address, billing address
- Account Information: Consumer number, category, sub-category, connection date, selected plan
- Application Details: Application ID, created on date, created by user, last updated on, last updated by user
Q: How is the application ID generated and what does it mean? A: Application IDs follow the format APP-YYYYMMDD-XXX:
- APP: Prefix indicating application type
- YYYYMMDD: Date of application creation (Year-Month-Day)
- XXX: Sequential number for that day
- Example: APP-20230615-001 (first application created on June 15, 2023)
Q: What do the different application statuses mean? A: Application statuses indicate processing progress:
- Pending: Newly created application awaiting initial review
- Accepted: Application has passed initial review and document verification
- Survey In Progress: Site inspection has been scheduled and is underway
- Survey Completed: Site inspection service order has been completed
- Approved: Application has been approved based on all requirements
- Installation In Progress: Meter installation service order has been raised
- Installation Completed: Installation service order has been completed
- Activated: Service has been activated and account is operational
- Rejected: Application has been rejected due to non-compliance or other issues
Document Verification & Application Review
Q: What documents are required for application verification? A: Four core documents are typically required:
- Identity Proof: Government-issued photo ID (driver's license, passport, etc.)
- Property Ownership Document: Property deed, lease agreement, or ownership proof
- Previous Utility Bill: Recent utility bill for service address verification
- Service Application Form: Completed application form with signatures Additional documents may be required based on specific service type or local regulations.
Q: How do I verify or reject documents in the system? A: For document verification:
Q: What are the requirements checklist items in Application Review? A: The requirements checklist includes:
- All Documents Verified: Gets a checkmark when all required documents are verified
- No Rejected Documents: Gets a checkmark when there are no rejected documents
- Service Location Verified: Remains checked for address validation
- Payment Details: Shows amount, payment options, payment mode, and payment status All items must be satisfied before the application can be accepted.
Q: When can I accept an application and move to the next stage? A: Applications can be accepted when:
- All required documents are verified (no pending or rejected documents)
- Service location is verified and within service territory
- Payment details are complete and valid
- No outstanding requirements remain in the checklist
- The "Accept Application" button will be enabled only when all criteria are met
Site Inspection Process
Q: How do I schedule a site inspection? A: To schedule a site inspection:
Q: What information is displayed in the Service Location card? A: The Service Location card shows:
- Map: Visual representation showing the service address location
- Address: Complete service address details
- Location Type: Premise type from the attached premise information
- GPS Coordinates: Coordinates fetched from the service address This information helps technicians locate and assess the installation site.
Q: How do I track the status of a scheduled inspection? A: Inspection status tracking includes:
- Inspection Progress Message: Shows "Inspection completed successfully" if service order status is approved, or "Inspection in progress" for other statuses
- Service Details: Information from WX dispatcher including name, description, type, subtype, and address
- Schedule Information: Created on, scheduled on, assigned on, assigned to, and current status Real-time updates are provided as the inspection progresses.
Approval Process
Q: What are the approval requirements that need to be met? A: Approval requirements include:
- Site Inspection Pass: Successful completion of site inspection
- Payment Received: Payment processing completion
- Technical Requirements Met: All technical specifications satisfied
- Legal Requirements Met: Compliance with regulations and permits Note: All requirements are non-mandatory and may vary based on application type and local regulations.
Q: How do I approve or reject an application? A: For approval decisions:
- Review all inspection results and requirement statuses
- Verify that site inspection has been completed successfully
- Check payment status and technical/legal requirement compliance
- Add approval notes in the text box to document decision reasoning
- Click "Approve Application" to mark the application as approved
- Click "Reject Application" to reject with documented reasons
Installation Process
Q: What are the two installation types available? A: Two installation types are offered:
- Schedule New Installation: Create a new installation service order with specific date and requirements
- Assign Existing Meter: Assign an available meter that's already installed to the new consumer The choice depends on site requirements and meter availability.
Q: How do I schedule a new meter installation? A: For new installation scheduling:
- Select "Schedule New Installation" option
- Choose a service order template from the searchable dropdown (WX templates associated with consumer)
- Select the installation date using the date picker
- Add special instructions in the text box if needed
- Click "Schedule Installation" to raise a service order in WX dispatcher
Q: How do I assign an existing meter to a consumer? A: To assign an existing meter:
- Select "Assign Existing Meter" option
- Choose the utility service tab for the meter type needed
- Use the search bar to find meters by device number or meter number
- Review available meters list showing meter number, device number, installed date, status, and select action
- Click "Select" for the desired meter
- Add latest reading and reading date for the selected meter
- Click "Assign Meter" to complete the assignment
Q: What information is shown in the Meter Summary? A: The Meter Summary displays:
- Utility Name: Type of utility service and meter
- Meter Number: Unique meter identifier
- Device Number: Device identification number
- Status: Current operational status
- Reading: Latest meter reading value
- Reading Date: Date of the last reading This summary provides complete meter configuration details.
Service Activation
Q: What information is displayed during service activation? A: The activation section shows:
- Meter Installation Message: Confirmation of installation completion
- Utility Service Tabs: Different utility services requiring activation
- Meter Information: Meter type, device number, status, initial reading, reading date, installation date
- Activation Requirements: Meter configuration and communication method checkboxes
- Communication Preferences: Email, SMS, phone notification options
Q: When can I activate a service? A: Service activation is available when:
- Meter installation has been completed successfully
- All meter configuration requirements are satisfied
- Communication method setup is complete (though not mandatory)
- Initial meter readings have been recorded
- The "Activate Service" button becomes available after installation completion
Q: What are the activation requirements? A: Activation requirements include:
- Meter Configuration: Proper meter setup and testing
- Communication Method: Establishment of meter reading communication These requirements have checkboxes but are not mandatory to complete activation.
Q: What communication preferences can be set for the customer? A: Communication preference options include:
- Email: Electronic communication for bills and notifications
- SMS: Text message alerts and updates
- Phone: Voice communication for important notices These preferences are not mandatory but help improve customer communication.
Application Notes & Timeline
Q: How do I add notes to an application? A: To add application notes:
Q: What information is shown in the Timeline? A: The Timeline displays chronological activity logs including:
- Application Submitted: Initial application creation
- Document Verification: Document review and approval activities
- Site Inspection: Inspection scheduling and completion
- Final Approval: Approval decisions and status changes
- Installation Activities: Meter installation and service setup
- Activation Events: Service activation and account setup Each entry includes timestamps and user attribution for audit purposes.
Troubleshooting & Common Issues
Q: Why can't I accept an application even though documents are uploaded? A: Applications cannot be accepted if:
- Documents are still in "Pending Verification" status (must be marked as "Verified")
- Any documents are marked as "Rejected" and need correction
- Payment details are incomplete or invalid
- Service location verification is not complete
- Required checklist items are not satisfied Review the requirements checklist and ensure all items show checkmarks.
Q: What should I do if a document is unclear or incomplete? A: For unclear or incomplete documents:
- Click "Reject" button for the problematic document
- Provide specific comments about what needs to be corrected
- Use "Request Information" button to notify the customer
- Document the issue in Application Notes for team reference
- Wait for customer to resubmit corrected documentation
Q: How do I handle payment-related issues? A: For payment issues:
- Verify payment details match the application requirements
- Check payment status (Pending, Processing, Completed, Failed)
- Ensure payment mode is correctly selected for "Pay Now" options
- Contact customer for payment clarification if needed
- Document payment resolution in Application Notes
Q: What happens if site inspection fails? A: If site inspection fails:
- Review inspection results and failure reasons
- Add detailed notes about specific issues found
- Coordinate with customer to resolve site-related problems
- Reschedule inspection after issues are addressed
- Consider rejecting application if site issues cannot be resolved
Integration & Technical Features
Q: How does the application system integrate with field operations? A: Integration with field operations includes:
- WX Dispatcher Integration: Service orders are automatically created in the field management system
- Mobile Access: Field technicians can access application details on mobile devices
- Real-time Updates: Service order status updates reflect in the application automatically
- Work Order Details: Application information is pre-populated in field work orders
Q: What happens to application data after activation? A: After activation:
- Application moves to "History Applications" tab
- Complete audit trail is maintained for regulatory compliance
- Customer account is created in the utility management system
- Meter readings begin automatic collection
- Billing cycle starts based on selected plan
- Application data remains accessible for reference and reporting
Q: How are application processing times calculated? A: Processing time calculation:
- Start Date: Application submission date
- End Date: Service activation date
- Processing Time: Total calendar days from submission to activation
- Average Processing Time: Sum of all processing times divided by number of applications Example: If Application A001 submitted Jan 1 and completed Jan 6, processing time is 5 days.
Q: Can I export application data for reporting? A: Yes, application data can be exported:
- Use the "Export" button on the dashboard
- Export includes filtered application list data
- Data includes application ID, name, category, subcategory, phone, submission date, status
- Export format is typically CSV or Excel for further analysis
- Filter applications before export to get specific data sets