Smart360 Service Request Management - FAQ's
Getting Started & Dashboard Overview
Q: How do I access the Service Request Management module in Smart360?
A: To access Service Request Management:
Platform URL - https://platform.bynry.com/cx/services/
Q: What information is displayed on the Service Request Dashboard?
A: The dashboard shows key metrics including:
- Pending Approval: Service requests with pending status awaiting review
- Approved Today: Service requests with in-progress status approved on current date
- Rejected Today: Requests with rejected status from current date
- Completed Requests: Requests with completed status
- Search Bar: Find requests by request ID, name, service type, category, subcategory, customer name, or account number
- Filters: Filter by status and service type for refined viewing
Platform URL - https://platform.bynry.com/cx/services/
Creating New Service Requests
Q: How do I create a new service request in the system?
A: To create a new service request:
- Click "Create Service Request" from the dashboard
- Follow the 5-step process:
- Step 1: Customer Information (account lookup or manual entry)
- Step 2: Service Selection (choose from available services)
- Step 3: Service Details (preferred date, time, special instructions)
- Step 4: Payment & Review (payment options and final review)
- Step 5: Service Request Completion (confirmation and receipt)
Platform URL - https://platform.bynry.com/cx/services/
Service Selection & Categories
Q: How are services organized in Step 2?
A: Services are organized by utility categories:
Platform URL - https://platform.bynry.com/cx/services/
Q: Can I select multiple services in one request?
A: No, only one service can be selected per request:
- The system enforces single service selection per request
- If multiple services are needed, create separate service requests
- This ensures proper tracking, pricing, and resource allocation
- Each service request receives its own unique reference number
Platform URL - https://platform.bynry.com/cx/services/
Service Details & Scheduling
Q: What service details can I need in step 3?
A: Service details include:
- Selected Service Information: Read-only display of chosen service (name, description, utility type, charges)
- Preferred Date: Optional field in MM/DD/YYYY format (system schedules earliest available if blank)
- Preferred Time Slot: Optional dropdown with predefined time slots based on service type
- Additional Instructions: Optional free text field for special requirements or access information
Platform URL - https://platform.bynry.com/cx/services/
Payment & Review Process
Q: What payment methods does the system 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.
Platform URL - https://platform.bynry.com/cx/services/
Service Request Completion & Receipts
Q: What happens when I complete a service request?
A: Upon completion:
- Unique Reference Number: System generates SR-###### format (SR- followed by 6 digits)
- Request Confirmation: All customer and service information displayed as read-only
- Timestamp Recording: System records exact submission time
- Receipt Generation: Automatic creation of service request receipt
- Next Steps Information: Timeline and contact details provided
Platform URL - https://platform.bynry.com/cx/services/
Q: What information is included in the service request receipt?
A: Service request receipts include:
- Reference Number: Unique tracking identifier (SR-######)
- Customer Information: All entered customer details from Step 1
- Service Details: Selected service, pricing, and scheduling information
- Payment Information: Payment status and selected payment method
- Contact Information: Customer service and emergency contact details
- Timeline Expectations: Service completion timeframes and next steps
Platform URL - https://platform.bynry.com/cx/services/
Q: How do I generate and provide receipts to customers?
A: Receipt generation process:
- Automatic Creation: System generates receipt within 30 seconds of request creation
- Digital Delivery: Email receipt to customer within 30 seconds
- Physical Printing: Print capability for in-person service requests
- Download Option: PDF receipts available for download
- Reference Number: Provide customer with tracking number for future inquiries
Platform URL - https://platform.bynry.com/cx/services/
Service Request Status Management
Q: What are the different service request statuses?
A: Service request status lifecycle:
- Pending: Newly created request awaiting acknowledgment
- In Progress: Request has been acknowledged and is being worked on
- On Hold: Request temporarily paused (can be resumed)
- Completed: Request has been successfully completed
- Rejected: Request has been rejected with documented reason
Platform URL - https://platform.bynry.com/cx/services/
Q: How do I acknowledge a service request and change its status?
A: To manage request status:
- Open the service request detail view
- Click "Acknowledgement" button to change status to In Progress
- Button changes to "Put on Hold" once acknowledged
- Use "Put on Hold" to pause request (status becomes On Hold)
- Use "Resume" button to return request to In Progress status
- Use "Resolve Request" to mark as completed
Platform URL - https://platform.bynry.com/cx/services/
Qd: What is SLA tracking and how does it work? (improve answer)
A: SLA (Service Level Agreement) tracking includes:
- SLA Status: Shows "On Track" if metrics fall within SLA rules, "Breached" if exceeded
- SLA Due Date: Calculated from creation date plus defined resolution time
- Time Remaining: Current time minus target resolution time
- Color Coding: Green (on track), Yellow (at risk), Red (breached)
- Automated Alerts: Notifications at 75% and 90% SLA thresholds
Platform URL - https://platform.bynry.com/cx/services/
Service Orders & Field Coordination
Q: How do I create a service order from a service request? A: To create service orders:
Platform URL - https://platform.bynry.com/cx/services/
Q: What information is displayed for existing service orders? A: Existing service orders show:
- SO Number: Unique service order identifier
- SO Name: Service order description/title
- SO Status: Current status of the service order
- Schedule Date: Planned completion date
- Created On: Service order creation date
- Created By: User who created the service order
- Assigned To/Assigned On: Technician assignment details
- Remarks: Special instructions or notes
- Actions: View details and download report options
Platform URL - https://platform.bynry.com/cx/services/
Communication & Documentation
Q: What is tracked in the Timeline tab? A: Timeline tracking includes:
- Activity Logging: All service request related activities are tracked and logged
- Status Changes: Record of status transitions with timestamps
- User Actions: Documentation of who performed each action
- System Events: Automated activities and notifications
- Communication History: Record of all customer and internal communications
- Audit Trail: Complete history for compliance and reference purposes
Platform URL - https://platform.bynry.com/cx/services/
Search, Filters & Advanced Features
Q: How do I search for specific service requests? A: Search functionality includes:
- Search Bar: Search by request ID, customer name, service type, category, subcategory, customer name, or account number
- Multiple Criteria: Search across different data fields simultaneously
- Real-time Results: Search results update as you type
- Minimum Characters: System typically requires 2-3 characters to initiate search
Platform URL - https://platform.bynry.com/cx/services/
Q: What filtering options are available?
A: Available filters include:
- Status: Filter by request status (Pending, In Progress, Completed, etc.)
- Service Type: Filter by utility type (Water, Wastewater, Metering, etc.)
- Priority Level: Filter by request priority if applicable
Platform URL - https://platform.bynry.com/cx/services/
Troubleshooting & Common Issues
Q: What happens if a service request is rejected? (answer improve)
A: Rejection process:
- Rejection Dialog: System opens dialog box for rejection reason
- Mandatory Reason: Rejection reason must be documented
- Status Update: Request status changes to "Rejected"
- Customer Notification: Automatic notification sent to customer
- Historical Record: Rejected requests appear in Request History tab
- Appeal Process: Customer can contact service center for appeal
Platform URL - https://platform.bynry.com/cx/services/
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