Smart360 New Service Connection - FAQ's

Getting Started & Application Methods

Q: How do I start a new service connection application in Smart360? A: To start a new service connection application:

Click the "New Service Connection" button from the main dashboard
The system will open the guided application form interface
You'll see a progress indicator showing the current step
Choose your preferred application method: "AI-Powered Upload" (recommended) or "Enter Manually"

Q: What are the two application methods available and which should I choose? A: Smart360 offers two application methods:

AI-Powered Upload (Recommended): Upload a photo of a completed application form and AI automatically extracts the information
Enter Manually: Fill out the form fields manually step by step The AI-Powered Upload is recommended as it offers automatic form scanning, reduced manual data entry errors, and compatibility with printed/handwritten applications.

Q: How does the AI-Powered Upload feature work? A: The AI-Powered Upload process works as follows:

Select "AI-Powered Upload" from the application method screen
Click "Smart Upload" button to access the document scanner
Upload or drop a photo of your completed application form
The AI automatically extracts information and organizes it into Personal Information and Address Information sections
Review the extracted data (missing fields will show red "X Missing" indicators, successfully extracted fields show green checkmarks)
Click "Continue to Form" to proceed with the pre-filled information

Stepper Form Process & Navigation

Q: What are the six steps in the new service connection application process? A: The application process includes six steps:

Consumer Details: Primary and secondary consumer information
Address Details: Service and billing address information
Document Upload: Required documentation submission
Plan Selection: Choose appropriate service plan
Review: Final review of all information and corrections
Payment: Fee payment and application completion

Q: Can I save my progress and complete the application later? A: Yes, you can save your progress at any time:

Use the "Save Draft" button available throughout the form
The system automatically saves form data every 30 seconds
You can resume your application later using your saved draft
All entered information will be preserved until you're ready to continue

Q: How do I navigate between different steps of the application? A: Navigation options include:

Next/Save and Continue: Proceed to the next step (only enabled when current step is complete)
Previous/Back: Return to the previous step to make changes
Change Method: Return to application method selection (available from Step 1)
The progress indicator shows completed steps with checkmarks and highlights the current step

Consumer Details (Step 1)

Q: What information is required in the Consumer Details section? A: Required consumer information includes:

First Name (required)
Last Name (required)
Phone Number (required - must be unique in the system)
Email Address (required - must be valid format)
Category (required - dropdown selection)
Sub-Category (required - dropdown selection) Optional information includes VIP Designation and Secondary Consumer details.

Q: What is VIP Designation and when should I use it? A: VIP Designation is an optional checkbox that marks the consumer as a VIP for priority handling. Use this designation for:

High-value customers
Government or municipal accounts
Customers requiring special service priority
VIPs identified by management When checked, it affects service priority but doesn't change the required fields.

Q: How do I add a secondary consumer to the application? A: To add a secondary consumer:

Check the "Add Secondary Consumer" checkbox in the Consumer Details section
The Secondary Consumer Information section will expand
Fill in the required fields: First Name, Last Name, Phone Number, Email
Select the relationship from the dropdown menu
All secondary consumer fields become required when this section is active

Q: What happens during phone number verification? A: Phone number verification ensures:

The phone number is unique in the system (prevents duplicate accounts)
The number format is valid
Click the "Verify" button after entering a valid phone number
Verification must be completed before proceeding to the next step
Invalid or duplicate numbers will be flagged for correction

Address Details (Step 2)

Q: What address information do I need to provide? A: Address information required includes: Service Address:

House/Unit Number (required)
Street Address (required)
City (required - dropdown selection)
Area (required - dropdown selection)
Zip/Postal Code (required)
Premise Type (required - dropdown selection)
Premise Name (optional)

Q: Can the billing address be different from the service address? A: Yes, you can set different billing and service addresses:

By default, check "Same as service address" to use identical addresses
Uncheck this option to enter a different billing address
When unchecked, all billing address fields become required
The billing address must meet the same validation requirements as the service address

Q: How does the address preview feature work? A: The address preview feature provides:

Real-time preview updates as you complete address fields
Service Address preview displays when service address details are filled
Billing Address preview updates when billing address details are completed
Initially shows "Please fill in address details to see preview" until information is entered
Helps verify address accuracy before proceeding

Document Upload (Step 3)

Q: What documents are required for a new service connection application? A: Required documents vary by setup but typically include:

Documents marked with asterisk (*) are mandatory
Document requirements are determined by the ONB (Onboarding) setup
Common requirements may include: Property ownership proof, Government ID, Address proof, NOC from society/building
All documents must be clear and legible

Q: What file formats are accepted for document upload? A: Accepted file formats include:

JPG: JPEG image files
PNG: Portable Network Graphics files
PDF: Portable Document Format files
Files must be clear and legible for processing
Document verification may take up to 24 hours

Q: How do I upload documents to the application? A: To upload documents:

Select the document sub-category from the dropdown menu
Use the drag-and-drop area or browse functionality to select files
Upload status will be clearly indicated during the process
The system will verify file format compatibility
Repeat for all required documents before proceeding

Plan Selection (Step 4)

Q: How do I select the appropriate service plan? A: To select a service plan:

Browse available plans or use the search functionality
Review plan details including name, description, billing frequency, and utility services
Compare plans to find the best fit for your needs
Click "Select Plan" button on your chosen plan card
The selected plan will be visually highlighted
You must select exactly one plan before proceeding

Q: What information is displayed for each service plan? A: Each service plan card displays:

Plan Name: The official name of the service plan
Description: Detailed explanation of plan features and benefits
Billing Frequency: How often you'll be billed (monthly, quarterly, etc.)
Utility Services: Types of services included and their rate structures
Rate Type: Pricing structure for different utilities

Q: Can I change my plan selection after moving to the next step? A: Yes, you can change your plan selection:

Use the "Previous" button to return to Plan Selection (Step 4)
Make a different plan selection
The system will update your choice and allow you to proceed
Your previous selections in other steps will be preserved

Review (Step 5)

Q: What happens during the Review step? A: The Review step provides:

Complete summary of all information entered across previous steps
Missing field counts and "Edit" buttons for each section
Display of all filled fields and identification of required missing fields
Links to upload missing documents or select plans if incomplete
Three mandatory checkboxes that must be checked before submission
Application processing timeline information (typically 1-3 business days)

Q: How do I correct information found during the review process? A: To correct information during review:

Click the "Edit" button next to the section containing errors
You'll be redirected to that specific step in the form
Make necessary corrections to the highlighted fields
Save your changes and navigate back to the Review step
Verify that the corrections appear properly in the updated review

Q: What does the "Application incomplete" message mean? A: The "Application incomplete" message indicates:

There are missing required fields or documents
All highlighted missing information must be resolved before submission
Red highlighting shows specific areas needing attention
Use provided links like "Upload Documents" or "Select a Plan" to complete missing items
The "Submit Application" button remains disabled until all requirements are met

Payment & Completion (Step 6)

Q: What fees are associated with a new service connection? A: Typical fees include:

Application Processing Fee: $25.00
Service Connection Fee: $75.00
Security Deposit: $150.00
Total Due: $250.00 (sum of all applicable fees) Note: Actual fees may vary based on service type, location, and specific requirements.

Q: What payment timing options are available? A: Four payment timing options are offered:

Pay Now: Immediate payment (highlighted as recommended)
Pay Later (7 days): Payment due within one week
Add to First Bill: Include fees with first utility bill
Send Invoice: Receive invoice for separate payment You must select one payment timing option to proceed.

Q: What payment methods does Smart360 accept? A: Three payment methods are available:

Cash: Requires amount, cash received, and date fields
Online: Requires amount, date, and reference number
Cheque: Requires cheque number, bank name, account holder name, routing number, bank account number, cheque date, and cheque amount All payment details must be completed before final submission.

Q: What information do I need for cheque payment? A: For cheque payments, provide:

Cheque Number: The unique number printed on the cheque
Bank Name: Name of the issuing bank
Account Holder's Name: Name as it appears on the bank account
Routing Number: Bank's routing/transit number
Bank Account Number: Complete account number
Cheque Date: Date written on the cheque
Cheque Amount: Dollar amount of the cheque All fields are required for cheque payment processing.

Troubleshooting & Common Issues

Q: What should I do if the AI extraction misses some information? A: If AI extraction is incomplete:

Review the extracted information display showing green checkmarks for successful extraction and red "X Missing" for missing fields
Click "Continue to Form" to proceed with partially complete information
Complete the missing fields manually in the subsequent form steps
The successfully extracted information will be pre-filled in the form

Q: Why can't I proceed to the next step? A: If you cannot proceed, check for:

Required fields: All fields marked with asterisk (*) must be completed
Validation errors: Ensure phone numbers, email addresses, and other fields meet format requirements
Phone verification: Complete phone number verification in Consumer Details
Document uploads: All required documents must be uploaded in Document Upload step
Plan selection: A service plan must be selected in Plan Selection step

Q: What happens if I try to upload an unsupported file format? A: For unsupported file formats:

The system will reject files that are not JPG, PNG, or PDF
You'll receive an error message indicating the acceptable formats
Convert your document to a supported format before re-uploading
Ensure documents are clear and legible for processing

Q: How do I know if my application was submitted successfully? A: Successful submission indicators include:

"Application Successfully Submitted" confirmation message
Generated Consumer ID displayed on screen
Confirmation of account creation status
Payment completion message if paying immediately
Options to "Add Another Consumer" or "Return to Dashboard"

System Features & Technical Questions

Q: How does the auto-save feature work? A: The auto-save feature:

Automatically saves form data every 30 seconds during completion
Preserves your progress even if your browser closes unexpectedly
Allows you to resume from where you left off
Works in conjunction with the "Save Draft" button for manual saves
Ensures no data loss during long form completion sessions

Q: Can I create multiple applications simultaneously? A: Application management features:

Complete one application before starting another for optimal performance
Use "Save Draft" to preserve incomplete applications
After successful submission, use "Add Another Consumer" to start a new application
Each application receives a unique application ID for tracking

Q: How does address validation work? A: Address validation includes:

Auto-complete functionality with dropdown suggestions
Verification that property address is within utility service territory
Real-time validation as you type address information
Address preview updates to confirm accuracy
System prevents submission of addresses outside service area

Q: What happens after I submit my application? A: After submission:

Application enters processing queue with typical 1-3 business day timeline
Unique application ID is generated for tracking
Account creation process begins if payment is completed
Document verification process starts (may take up to 24 hours)
You'll receive confirmation and next steps information
Customer service representatives can track application progress

Q: Can I edit my application after submission? A: Post-submission changes:

Applications cannot be edited after successful submission
Contact customer service for any necessary corrections
Provide your application ID for reference
Major changes may require a new application
Minor corrections may be handled through customer service

Q: How do I track my application status after submission? A: Application tracking:

Use your unique application ID for status inquiries
Contact customer service for detailed status updates
Processing typically takes 1-3 business days
Document verification status available through customer service
Connection scheduling coordinated after approval