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Smart360 New Service Connection - FAQ's

Getting Started & Application Methods

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

: To start a new service connection application:

  1. Click the "New Service Connection" button from the main dashboard
  2. The system will open the guided application form interface
  3. You'll see a progress indicator showing the current step
  4. 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:

  1. Select "AI-Powered Upload" from the application method screen
  2. Click "Smart Upload" button to access the document scanner
  3. Upload or drop a photo of your completed application form
  4. The AI automatically extracts information and organizes it into Personal Information and Address Information sections
  5. Review the extracted data (missing fields will show red "X Missing" indicators, successfully extracted fields show green checkmarks)
  6. 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:steps

  1. Consumer Details: Primary and secondary consumer information
  2. Address Details: Service and billing address information
  3. Document Upload: Required documentation submission
  4. Plan Selection: Choose appropriate service plan
  5. Review: Final review of all information and corrections
  6. 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:

  1. Check the "Add Secondary Consumer" checkbox in the Consumer Details section
  2. The Secondary Consumer Information section will expand
  3. Fill in the required fields: First Name, Last Name, Phone Number, Email
  4. Select the relationship from the dropdown menu
  5. 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:

  1. Select the document sub-category from the dropdown menu
  2. Use the drag-and-drop area or browse functionality to select files
  3. Upload status will be clearly indicated during the process
  4. The system will verify file format compatibility
  5. 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:

  1. Browse available plans or use the search functionality
  2. Review plan details including name, description, billing frequency, and utility services
  3. Compare plans to find the best fit for your needs
  4. Click "Select Plan" button on your chosen plan card
  5. The selected plan will be visually highlighted
  6. 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:

  1. Click the "Edit" button next to the section containing errors
  2. You'll be redirected to that specific step in the form
  3. Make necessary corrections to the highlighted fields
  4. Save your changes and navigate back to the Review step
  5. 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
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