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:

1. Navigate to the Service Request Management module in Smart360
2. The dashboard will display showing key performance metrics and request overview
3. View KPI cards showing pending approval, approved today, rejected today, and completed requests
4. Access Current Requests tab for active requests or Request History tab for rejected/completed requests

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

Q: What are the tabs available on the Service Request dashboard? A: Two main tabs organize service requests:

• Current Requests: Shows all active requests except those with rejected and completed status
• Request History: Displays requests with rejected and completed status for historical reference Each tab includes search functionality and filtering options for efficient request management.

Creating New Service Requests

Q: How do I create a new service request in the system? A: To create a new service request:

1. Click "Create Service Request" from the dashboard
2. 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)

Q: What customer information is required in Step 1? A: Required customer information includes:

• Account Number: Required field with "Look Up" button for validation
• Customer Name: Required field accepting alphanumeric characters
• Service Address: Required field, must be valid address associated with account
• Contact Phone: Required field following (###) ###-#### format
• Contact Email: Optional field, must follow valid email format if provided

Q: How does the account lookup feature work? A: Account lookup process:

1. Enter the customer's account number in the Account Number field
2. Click the "Look Up" button (enabled when account number is entered)
3. System validates the account number exists in the database
4. Upon successful lookup, customer details auto-populate automatically
5. If account not found, system displays error message for manual entry

Service Selection & Categories

Q: How are services organized in Step 2?

A: Services are organized by utility categories:

• Water: Water-related services and maintenance
• Wastewater: Sewer and wastewater management services
• Metering: Meter installation, reading, and maintenance
• Connection: New connections and service modifications
• Maintenance: General maintenance and repair services Each service displays name, description, price, and service category.

Q: What information is shown for each available service? A: Each service displays:

• Service Name: Official service title
• Description: Detailed explanation of what the service includes
• Price: Base service charge (fixed amount as displayed)
• Service Category: Utility type classification
• Select Button: Click to choose the service for your request

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

Service Details & Scheduling

Q: What details can I specify 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

Q: What are the rules for preferred date selection? A: Preferred date rules:

• Optional Field: If left blank, system automatically schedules earliest available date
• Format: Must follow MM/DD/YYYY format
• Date Validation: Cannot select dates in the past
• Availability: System checks technician and resource availability
• Service Type Dependency: Some services may have specific scheduling requirements

Q: How do time slots work for service scheduling? A: Time slot functionality:

• Optional Selection: If not specified, system assigns optimal time based on availability
• Dropdown Options: Predefined time slots from system configuration
• Service Dependency: Available options determined by service type and selected date
• Resource Allocation: Time slots reflect technician and equipment availability

Payment & Review Process

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

• Pay Now: Immediate payment (highlighted as default/recommended option)
• Pay Later (7 days): Payment due within one week of service completion
• Add to First Bill: Include service charges with next utility bill
• Send Invoice: Receive separate invoice for payment processing You must select one payment timing option to proceed.

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.

Q: What information is required for different payment methods? A: Payment method requirements: Cash Payment:

• Amount field (required)
• Cash Received field (required)
• Date field (required, date picker format)

Online Payment:

• Amount field (required)
• Date field (required, date picker format)
• Reference Number field (required)

Cheque Payment:

• Cheque Number, Bank Name, Account Holder's Name
• Routing Number, Bank Account Number
• Cheque Date, Cheque Amount All fields are mandatory for each respective payment method.

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

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

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

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

Q: How do I acknowledge a service request and change its status? A: To manage request status:

1. Open the service request detail view
2. Click "Acknowledgement" button to change status to In Progress
3. Button changes to "Put on Hold" once acknowledged
4. Use "Put on Hold" to pause request (status becomes On Hold)
5. Use "Resume" button to return request to In Progress status
6. Use "Resolve Request" to mark as completed

Q: What is SLA tracking and how does it work? 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

Service Orders & Field Coordination

Q: How do I create a service order from a service request? A: To create service orders:

1. Navigate to the "Service Order" tab in request detail view
2. Select "Service Order Type" from templates associated with the consumer
3. Choose "Scheduled Date" using date picker
4. Add "Remarks" in text box for special instructions
5. Click "Add Service Order" button to create the order
6. Service order links directly to request for tracking

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

Communication & Documentation

Q: What Quick Actions are available from the service request detail view? A: Quick Actions include:

• Send Response to Consumer: Redirects to individual messaging in communication module
• Create Service Order: Redirects to service order tab for field coordination
• Add Internal Note: Redirects to communication tab for team notes
• Resolve Request: Mark the service request as completed
• Reject Request: Open dialog box to enter rejection reason and reject request

Q: How does the Communication tab work? A: Communication functionality includes:

• All Communications: Display of communications sent to consumer or internal notes
• Add Notes: User can add notes by selecting internal or consumer visibility
• Communication Types: Email, SMS, phone calls, and in-person interactions
• Timestamps: All communications logged with date, time, and user attribution
• Visibility Control: Separate internal and customer-visible communications

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

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

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.)
• Date Range: Filter by creation date or completion date
• Priority Level: Filter by request priority if applicable
• Assigned Technician: Filter by field technician assignment

Q: Can I perform bulk operations on multiple service requests? A: Yes, bulk operations include:

• Multiple Selection: Use checkboxes to select multiple requests
• Bulk Status Updates: Change status for multiple requests simultaneously
• Bulk Assignment: Assign multiple requests to technicians
• Bulk Communication: Send notifications to multiple customers
• Export Operations: Export selected requests for reporting

Troubleshooting & Common Issues

Q: Why can't I proceed to the next step in service request creation?

A: Common blocking issues:

• Required Fields: Ensure all mandatory fields marked with asterisk (*) are completed
• Account Validation: Verify account number exists and lookup is successful
• Date Validation: Check that preferred date is not in the past
• Payment Selection: Ensure payment timing and method are selected
• Service Selection: Confirm a service has been selected in Step 2

Q: What should I do if account lookup fails?

A: Account lookup troubleshooting:

1. Verify account number is entered correctly
2. Check for extra spaces or special characters
3. Confirm account is active in the system
4. Try alternative search methods if available
5. Use manual entry option for non-account holders
6. Contact IT support if persistent lookup failures occur

Q: How do I handle customers who want to modify their service request?

A: Service request modifications:

• Before Acknowledgment: Use edit functionality if available
• After Acknowledgment: Create new request or contact dispatch
• Status Considerations: Modifications depend on current request status
• Documentation: Log all modification requests and reasons
• Customer Communication: Explain modification process and any impacts

Q: What happens if a service request is rejected?

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

Receipt & Customer Communication

Q: How quickly are service request receipts generated? A: Receipt generation timeline:

• Automatic Creation: Receipts generated within 30 seconds of request submission
• Digital Delivery: Email receipts sent within 30 seconds
• SMS Notifications: Text alerts with reference number sent immediately
• Print Options: Physical receipts available for immediate printing
• Tracking Information: QR codes or links for online status tracking

Q: What should I tell customers about service timelines? A: Standard service timelines:

• Email Confirmation: Within 24 hours of request submission
• Service Representative Contact: 2-3 business days for scheduling
• Service Completion: 3-5 business days for standard requests (varies by service type)
• Emergency Services: Expedited timeline for urgent issues
• Status Updates: Proactive notifications at key milestones

Q: How do customers track their service request status? A: Customer tracking options:

• Reference Number: Use SR-###### number for phone inquiries
• Online Portal: Customer portal access with real-time status
• Email Updates: Automatic notifications at status changes
• SMS Alerts: Text message updates for key milestones
• QR Code: Scan code from receipt for instant status check
• Phone Support: Call customer service with reference number