Smart360 Self-Service Portal Management - FAQ's

Getting Started & Dashboard Overview

Q: How do I access the Self-Service Portal Management module in Smart360? A: To access Self-Service Portal Management:

Navigate to Admin Panel from the main dashboard
You'll see three main sections: FAQ Management, Tips & Guidance Management, and Service Centers Management
The dashboard displays KPIs including Total FAQs, Total Tips, Active Categories, and performance charts
Use the content distribution bar chart and utility services pie chart for analytics
View top 5 performing FAQs and tips ranked by helpfulness count

Q: What information is displayed on the Self-Service Portal dashboard? A: The dashboard shows key metrics including:

Total FAQs: Count of all active frequently asked questions
Total Tips: Number of active helpful tips
Active Categories: Total number of active FAQ categories
Content Distribution: Bar chart showing FAQ count by category (Billing, Services, Account, Usage, Emergency)
Tips by Utility Services: Pie chart displaying tips distribution across Water, Electricity, and Gas services
Top Performers: Top 5 FAQs and tips based on helpfulness ratings

Q: Who can manage content in the Self-Service Portal? A: Two main user roles can manage portal content:

CSO Manager: Can update FAQ content, add helpful tips, and manage service center information based on customer service needs
Utility Administrator: Has administrative access to all content management functions, system-wide configurations, and user permission management Both roles can create, edit, and organize customer-facing content through intuitive interfaces.

FAQ Management

Q: How do I add a new FAQ to the system? A: To add a new FAQ:

Navigate to FAQ Management section
Click "Add FAQ" button
Enter the question text in the designated field
Write the comprehensive answer
Select utility services (Water, Electricity, Gas) using multi-select dropdown
Choose category from dropdown: Billing, Services, Account, Usage, or Emergency
Set status as Active or Inactive
Save the FAQ to make it live on the customer portal

Q: What are the five main FAQ categories available? A: The five FAQ categories are:

Billing: Payment methods, bill viewing, installments, high bills, late fees, digital bills, calculations, corrections, and discounts
Services: Service requests, new connections, tracking, repairs, meter changes, charges, and scheduling
Account: Registration, password reset, multiple connections, contact updates, address changes, and security
Usage: Daily consumption, averages, reduction tips, meter readings, comparisons, and reports
Emergency: Gas leaks, power outages, burst pipes, safety tips, and emergency response procedures

Q: Are there predefined FAQs available when setting up the system? A: Yes, the system includes comprehensive predefined FAQs for each category:

Billing: 10 questions covering payment methods, bill viewing, corrections, and discounts
Services: 10 questions about service requests, connections, tracking, and charges
Account: 10 questions on registration, updates, security, and account management
Usage: 10 questions covering consumption tracking, reduction tips, and reports
Emergency: 10 questions about safety procedures, outages, and emergency contacts These provide a complete starting foundation that can be customized as needed.

Q: How do I search and filter FAQs for management? A: FAQ search and filtering options:

Search Function: Search by question text using the search bar
Category Filter: Filter by Billing, Services, Account, Usage, or Emergency
Utility Filter: Filter by Water, Electricity, or Gas services
Status Filter: Filter by Active or Inactive status
Combined Filtering: Use multiple filters simultaneously for precise results
List View: See all FAQs with Sr. No., Question, Category, Utility, Helpful Count, Status, and Actions

Tips & Guidance Management

Q: How do I create helpful tips for customers? A: To create customer tips:

Navigate to Tips & Guidance Management section
Click "Add Tip" button
Enter a descriptive title (with character limit)
Write a quick summary explaining the tip's value
Provide detailed summary with comprehensive information
Select appropriate utility service (Water, Electricity, Gas)
Choose an icon from the predefined icon library
Set status as Active to make it visible to customers
Save the tip to publish on the customer portal

Q: What types of icons are available for tips? A: Available icon types include:

Alert Triangle: For warnings and urgent information
Clock: For time-sensitive tips and scheduling
Check Circle: For completed actions and best practices
Target: For monitoring and tracking advice
Lightbulb: For energy-saving and innovative ideas
Info: For general information and explanations
Users: For family and education-related tips
Help Circle: For instructional and guidance content
Shield: For safety and protection advice
Star: For premium and recommended options

Q: Are there predefined tips available for different utility services? A: Yes, predefined tips are available for each utility:

Water Utility: 10 tips covering leak fixes, smart watering, meter monitoring, rainwater harvesting, and conservation
Electricity Utility: 10 tips about LED bulbs, appliance efficiency, smart meters, peak hours, and solar options
Gas Utility: 10 tips focusing on safety, leak detection, certified equipment, maintenance, and emergency procedures Each tip includes title, quick summary, detailed explanation, and appropriate icon.

Service Center Management

Q: How do I add a new service center location? A: To add a service center:

Navigate to Service Centers Management section
Click "Add Service Center" button
Enter service center name
Select city from dropdown
Enter complete address details
Add contact phone number and email
Choose service center type (Main Office, Branch Office, Payment Center, etc.)
Select area and sub-area using cascading dropdowns
Choose premises using multi-select with Select All/Clear All options
Check available services (bill payment, disconnection, technical support, etc.)
Set active status and save

Q: What types of service centers can be configured? A: Service center types include:

Main Office: Primary headquarters with full services
Branch Office: Secondary locations with standard services
Payment Center: Specialized locations for bill payments
Customer Service Center: Dedicated customer support locations
Technical Support Center: Specialized technical assistance centers Each type can offer different combinations of available services.

Q: What services can be offered at service centers? A: Available services include:

Bill Payment: Processing customer payments
Disconnection: Service disconnection procedures
Technical Support: Technical assistance and troubleshooting
New Connection: New service connection applications
Complaints: Customer complaint registration and resolution
Document Collection: Collection of required customer documents Centers must offer at least one service, and services can be combined based on center capabilities.

Q: How do the cascading dropdowns work for location selection? A: Cascading dropdown functionality:

City Selection: Choose city first from available options
Area Selection: Areas populate based on selected city
Sub-Area Selection: Sub-areas populate based on selected area
Premise Selection: Premises populate based on selected sub-area
Select All: Quickly select all available premises
Clear All: Clear all premise selections
Multi-Select: Choose multiple premises for service center coverage

Content Organization & Management

Q: How do I edit existing content in the portal? A: Content editing process:

Edit Action: Click the edit icon next to any FAQ, tip, or service center
Modal Form: Content opens in the same form used for creation
Field Updates: Modify any field including text, categories, status, or settings
Validation: System validates required fields and formats
Save Changes: Click save to update content immediately
Live Updates: Changes appear on customer portal in real-time

Q: Can I delete content from the portal? A: Content deletion rules:

Delete Action: Click delete icon next to content items
Confirmation Dialog: System requires confirmation before deletion
Dependency Check: Verifies no critical dependencies exist
Alternative Option: Consider setting content to Inactive instead of deleting
Permanent Action: Deletion is permanent and cannot be undone
Best Practice: Deactivate content temporarily rather than deleting when possible

Q: How do I manage content status (Active/Inactive)? A: Status management:

Active Status: Content is visible and accessible to customers on the portal
Inactive Status: Content is hidden from customers but preserved in the system
Toggle Control: Use status toggle to quickly activate/deactivate content
Bulk Operations: Change status for multiple items simultaneously
Seasonal Content: Deactivate seasonal tips during off-seasons and reactivate as needed
Content Review: Regularly review and update status based on relevance

Performance Monitoring & Analytics

Q: How do I track the performance of FAQs and tips? A: Performance tracking features:

Helpfulness Count: Track how many customers found content helpful
Top Performers: View top 5 FAQs and tips ranked by helpfulness
Usage Analytics: Monitor which content gets accessed most frequently
Category Performance: See which categories generate most engagement
Utility-Specific Metrics: Track performance by utility service type
Trend Analysis: Monitor performance changes over time

Q: What metrics should I monitor for content effectiveness? A: Key metrics to monitor:

Helpfulness Ratings: Customer feedback on content usefulness
View Counts: How frequently content is accessed
Category Distribution: Balance of content across different categories
Search Patterns: What customers are searching for most
Update Frequency: How often content requires updates
Customer Self-Service Adoption: Portal usage vs. call center contacts

Search & Filter Functionality

Q: How do I search for specific content across all sections? A: Search capabilities:

FAQ Search: Search by question text across all FAQs
Tips Search: Search by title across all tips
Service Center Search: Search by name, location, or premise
Real-time Results: Search results update as you type
Partial Matching: System supports partial text matching
Cross-Section Search: Search across multiple content types simultaneously

Q: What filtering options are available for content management? A: Comprehensive filtering options:

FAQ Filters: Category, utility service, status
Tips Filters: Utility service, active status
Service Center Filters: Type, area, sub-area, premise, services offered
Combined Filters: Use multiple filters simultaneously
Saved Filters: Save frequently used filter combinations
Filter Reset: Clear all filters to view complete content lists

Content Templates & Best Practices

Q: What are the best practices for writing effective FAQs? A: FAQ writing guidelines:

Clear Questions: Use customer language and common terminology
Comprehensive Answers: Provide complete, step-by-step answers
Consistent Format: Follow standard formatting across all FAQs
Regular Updates: Keep content current with policy and system changes
Customer Focus: Address real customer pain points and common inquiries
Search Optimization: Use keywords customers are likely to search for

Q: How should I organize tips for maximum customer value? A: Tips organization strategy:

Logical Grouping: Group tips by utility service for easy discovery
Seasonal Relevance: Activate tips based on seasonal needs (AC tips in summer)
Priority Order: Place most valuable tips prominently
Icon Consistency: Use appropriate icons that match tip content
Update Frequency: Refresh tips based on customer feedback and usage patterns
Cross-Referencing: Link related tips and FAQs where appropriate

Q: How do I ensure service center information stays current? A: Service center maintenance:

Regular Reviews: Schedule monthly reviews of all service center information
Contact Verification: Verify phone numbers and email addresses quarterly
Hours Updates: Keep operating hours current, especially during holidays
Service Updates: Update available services when centers expand or change offerings
Address Accuracy: Ensure addresses are correct for customer navigation
Status Monitoring: Verify active status reflects actual center availability