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Smart360 Settings Section (all 3) - FAQ

Q1: What is the purpose of the Service & Complaints Configuration module?

A: The Service & Complaints Configuration module allows Utility Administrators to establish standardized service categories, subcategories, and associated SLA parameters. This ensures consistent customer service delivery, clear response expectations, and effective performance monitoring across all utility operations.

Q2: How do I access the Service & Complaints Configuration?

A: Navigate to System Administration > Service Configuration from the main menu. You'll see two main tabs: Services and Complaints, each with their respective sub-tabs for categories and configuration management.

Q3: What are the main tabs available in Service & Complaints Configuration?

A: There are two main tabs:

  • Services Tab: Contains "Categories" and "Service Configuration" sub-tabs
  • Complaints Tab: Contains "Categories" and "Complaints Type" sub-tabs

Q4: How do I create a new service category?

A:

  1. Navigate to the Services tab and click the Categories sub-tab
  2. Click "Add New Category" button
  3. Enter the Category Name (required field)
  4. Select a Parent Category if creating a subcategory
  5. Add an optional description
  6. Set the Active/Inactive status
  7. Click Save to create the category

Q5: Can I create hierarchical categories with multiple levels?

A: Yes, Smart360 supports unlimited nesting levels for categories and subcategories. Each category displays the total count of subcategories (e.g., "3 subcategories") and can be expanded/collapsed using arrow indicators.

Q6: What information is required when creating a new service?

A: Required fields include:

  • Service Name (e.g., "New Water Connection")
  • Service Code (e.g., "WC-NEW-001")
  • Service Description
  • Service Category (dropdown selection)
  • Service Subcategory (dependent on category)
  • Response Time in hours (default: 24)
  • Resolution Time in hours (default: 72)

Q7: What validation rules apply to service codes?

A: Service codes must:

  • Be unique across all services
  • Follow the format: [Category Prefix]-[Type]-[Number] (e.g., WC-NEW-001, BP-PROC-001)
  • Be entered in the required Service Code field during service creation

Q8: How do I configure SLA parameters for a service?

A: When creating or editing a service:

  1. Set Response Time (hours) - time to acknowledge the request
  2. Set Resolution Time (hours) - time to complete the service
  3. Choose Priority Level (Low, Normal, High, Critical, Emergency)
  4. Configure Field Work Required toggle if field team assignment is needed
  5. Ensure Response Time is less than or equal to Resolution Time

Q9: What priority levels are available for services?

A: Available priority levels are:

  • High (blue badge)
  • Normal (light blue badge)
  • Critical (red badge)
  • Low (gray badge)
  • Emergency (highest priority)

Q10: How do I create complaint categories?

A:

  1. Go to Complaints tab > Categories sub-tab
  2. Click "Add New Category"
  3. Enter the Category Name (required)
  4. Set Active/Inactive status
  5. Add subcategories using the "+" button next to main categories
  6. Click Save to complete

Q11: What fields are required for creating a new complaint type?

A: Required fields include:

  • Complaint Type Name (e.g., "Water Pressure Issue")
  • Type Code (e.g., "WP-PRES-001")
  • Complaint Category (dropdown selection)
  • Complaint Subcategory (dependent on category)
  • Severity Level (default: Medium)
  • Acknowledgment Time (default: 2 hours)
  • Response Time (default: 8 hours)
  • Resolution Time (default: 48 hours)

Q12: What severity levels are available for complaints?

A: Complaint severity levels include:

  • Low
  • Medium (default)
  • High
  • Critical

Q13: Can I import categories from external sources?

A: Yes, both service and complaint categories can be imported using the "Import Categories" function. This allows bulk upload from external data sources like Excel or CSV files.

Q14: How do I prevent duplicate categories?

A: Smart360 automatically validates that:

  • Categories cannot be duplicate within the same level
  • Subcategories cannot be duplicate for the same parent category
  • Service codes must be unique across all services
  • Complaint type codes must be unique across all complaint types

Q15: What happens when I deactivate a category?

A: When you set a category to Inactive:

  • It won't appear in dropdown selections for new services/complaints
  • Existing services/complaints using that category remain unchanged
  • Historical data is preserved for reporting purposes
  • The category can be reactivated at any time

Payment Channel & Modes Configuration

Q16: What is the Payment Channel & Modes Configuration used for?

A: This module enables Customer Service Managers and Representatives to configure and manage payment channels and modes available for customer transactions. It provides real-time control over payment options, processing fees, and payment method availability without requiring IT intervention.

Q17: How do I access Payment Configuration settings?

A: Navigate to Customer Service > Payment Configuration from the main menu. You'll see two tabs: Channels for payment channel management and Modes for payment method configuration.

Q18: What payment channels are available by default?

A: Default payment channels include:

  • Walk-in Counter: In-person payments (0% processing fee)
  • Online Portal: Customer self-service online payments (2.5% processing fee)
  • Mobile App: Mobile application payments (2% processing fee)
  • Bank Transfer: Direct bank transfers (1% processing fee, initially inactive)

Q19: How do I add a new payment channel?

A:

  1. Go to Channels tab
  2. Click "Add Payment Channel"
  3. Enter Channel Name (required)
  4. Set Processing Fee (%) (required, defaults to 0)
  5. Add optional Description
  6. Click "Add Channel" to save

Q20: Can I activate or deactivate payment channels instantly?

A: Yes, each payment channel has a toggle switch that allows immediate activation/deactivation. This is useful during system maintenance, technical issues, or when you need to temporarily disable specific payment options.

Q21: How do I configure processing fees for payment channels?

A: When creating or editing a payment channel:

  1. Enter the Processing Fee (%) as a percentage value
  2. The fee will be automatically calculated and displayed to customers
  3. Fees can be set to 0% for channels like Walk-in Counter
  4. Changes take effect immediately upon saving

Q22: What payment modes are available by default?

A: Default payment modes include:

  • Cash: Physical cash payments (no custom fields)
  • Credit Card: Visa, MasterCard, American Express with CVV validation
  • Debit Card: Bank debit cards with PIN requirements
  • Digital Wallet: PayPal, Apple Pay, Google Pay with authentication methods

Q23: How do I create custom fields for payment modes?

A: When creating or editing a payment mode:

  1. Scroll to the Custom Fields section
  2. Enter Field Label (required)
  3. Select Field Type from dropdown (Text Field, Number, Dropdown, etc.)
  4. Click "Add Field" to create the custom field
  5. Repeat to add multiple custom fields as needed

Q24: What field types are supported for custom fields?

A: Supported field types include:

  • Text Field: For free-form text input
  • Number: For numeric values with validation
  • Dropdown: For predefined selection options
  • Toggle: For Yes/No or On/Off selections
  • Date: For date selection with picker

Q25: Can I set validation requirements for custom fields?

A: Yes, when creating custom fields you can:

  • Mark fields as Required or Optional
  • Set maximum length for text fields
  • Define value ranges for number fields
  • Add placeholder text for guidance
  • Configure validation rules specific to the field type

Q26: How do I manage payment mode status?

A: Each payment mode has:

  • Active/Inactive toggle for immediate status control
  • Visual status indicators (Active = blue badge, Inactive = gray badge)
  • Edit and delete options for ongoing management
  • Bulk status management capabilities for multiple modes

Q27: What happens to transactions when a payment mode is deactivated?

A: When a payment mode is deactivated:

  • It's immediately removed from customer-facing payment options
  • Existing transactions remain unaffected
  • Historical transaction data is preserved
  • Customer Service Representatives are notified of the change
  • The mode can be reactivated instantly when needed

Operational SLA Management

Q28: What is the purpose of Operational SLA Management?

A: Operational SLA Management provides centralized configuration, monitoring, and management of Service Level Agreements for disconnection, reconnection, and transfer requests. It enables automated SLA tracking, alerting, and performance monitoring to ensure consistent service delivery.

Q29: Who can access SLA Management features?

A: Access is role-based:

  • Utility Administrator: Full configuration access to create, modify, and delete SLAs
  • CSO Manager: View access with SLA monitoring dashboards and performance reports
  • O&M Manager: SLA-driven work prioritization and resource allocation tools
  • Dispatcher: SLA information for work assignment prioritization

Q30: What are the three main SLA categories in Smart360?

A: The three main SLA categories are:

  • Disconnection: Service disconnection SLAs with reasons like non-payment, safety violations
  • Reconnection: Service reconnection SLAs for scenarios like payment received, safety cleared
  • Transfer: Service transfer SLAs for ownership changes, business transfers

Q31: How do I configure a new disconnection reason?

A:

  1. Navigate to SLA Management > Disconnection tab
  2. Click "Add Reason"
  3. Enter Reason Name and Reason Code (required)
  4. Add Description (required)
  5. Set timing: Acknowledgement Time, Response Time, Resolution Time in hours
  6. Select Priority Level (High, Critical, Medium, Low)
  7. Configure Requires Approval toggle (Yes/No)
  8. Click "Add Reason" to save

Q32: What are the default disconnection reasons provided?

A: Default disconnection reasons include:

  • NON_PAY: Non-payment (24/48/72 hrs, High priority, Requires approval)
  • SAFETY: Safety Violation (2/8/24 hrs, Critical priority, Requires approval)
  • MAINT: Maintenance Required (48/72/120 hrs, Medium priority, No approval)
  • REQ_DISC: Customer Requested (24/48/48 hrs, Low priority, No approval)

Q33: How do I set up reconnection SLAs?

A:

  1. Go to SLA Management > Reconnection tab
  2. Click "Add Reason" to create new reconnection reason
  3. Configure Reason Code (e.g., PAY_RECV, SAFE_CLEAR)
  4. Set timing parameters for acknowledgement, response, and resolution
  5. Choose Priority Level with appropriate color coding
  6. Configure approval requirements if manager approval is needed
  7. Save the configuration

Q34: What timing parameters are required for SLA configuration?

A: All SLA configurations require three timing parameters:

  • Acknowledgement Time: Time to acknowledge receipt of request (in hours)
  • Response Time: Time to begin work on the request (in hours)
  • Resolution Time: Time to complete the request (in hours)
  • All fields accept numeric values only and must follow logical sequence

Q35: How do priority levels affect SLA processing?

A: Priority levels determine:

  • Processing urgency and resource allocation
  • Color coding for visual identification (Critical=red, High=blue, Medium=blue, Low=gray)
  • Automated routing to appropriate teams
  • Escalation triggers based on priority thresholds
  • Notification frequency and recipient lists

Q36: Can I configure approval requirements for SLA processes?

A: Yes, each SLA reason can have configurable approval requirements:

  • Yes: Requires manager approval before processing
  • No: Can proceed without additional approval
  • Approval routing is automatically configured based on reason type
  • Approval status tracking is maintained in the system

Q37: How do transfer SLAs differ from disconnection and reconnection?

A: Transfer SLAs have unique characteristics:

  • Longer timeframes: Default 24/72/168 hours vs shorter disconnection/reconnection times
  • Status control: Active/Inactive toggle (unlike approval toggle for others)
  • Different priorities: High, Medium, Low (no Critical level)
  • Extended resolution times: Typically measured in days rather than hours

Q38: What are the default transfer types available?

A: Default transfer types include:

  • OWNERSHIP: Ownership Transfer (24/72/168 hrs, High priority, Active)
  • BUSINESS: Business Transfer (12/48/120 hrs, Medium priority, Active)
  • DECEASED: Deceased Transfer (48/96/240 hrs, Low priority, Inactive)

Q39: How do I monitor SLA performance in real-time?

A: SLA performance monitoring includes:

  • Live dashboards showing compliance status
  • Request-level countdown timers for approaching deadlines
  • Department-specific performance views
  • Alert notifications at configurable thresholds (50%, 75%, 90%)
  • Automated escalation for breached SLAs

Q40: Can I customize SLA alert thresholds?

A: Yes, alert thresholds are fully customizable:

  • Set percentage-based triggers (e.g., 50%, 75%, 90% of time elapsed)
  • Configure role-based notification routing
  • Define escalation rules for different breach scenarios
  • Set up automated notifications to relevant stakeholders
  • Create custom alert messages for different situations

General Settings Questions

Q41: How do I ensure data consistency across all Settings configurations?

A: Smart360 maintains data consistency through:

  • Unique validation for codes and names within each module
  • Referential integrity between categories and subcategories
  • Status validation preventing activation of incomplete configurations
  • Audit trails tracking all configuration changes
  • Rollback capabilities for incorrect configurations

Q42: Can I export Settings configurations for backup or reporting?

A: Yes, most Settings modules support:

  • CSV/Excel export of configuration data
  • Template downloads for bulk imports
  • Configuration backup functionality
  • Audit reports with change histories
  • Performance reports based on configured parameters

Q43: How do I troubleshoot validation errors in Settings?

A: When encountering validation errors:

  1. Check required fields: Ensure all mandatory fields are completed
  2. Verify uniqueness: Confirm codes/names aren't duplicated
  3. Validate timing: Ensure response time ≤ resolution time for SLAs
  4. Check dependencies: Verify parent categories exist for subcategories
  5. Review formats: Confirm proper code formats and numeric inputs
  6. Contact support: Use built-in help or contact system administrators

Q44: What permissions are required to modify Settings configurations?

A: Permission requirements vary by role:

  • Utility Administrator: Full access to create, modify, delete all configurations
  • CSO Manager: View access with limited modification rights for customer-facing settings
  • O&M Manager: View access with SLA monitoring capabilities
  • Customer Service Representative: View access only for payment and service information
  • System permissions are enforced automatically based on user roles

Q45: How do Settings changes affect existing transactions and requests?

A: Settings changes impact the system as follows:

  • New requests: Use updated configurations immediately
  • In-progress requests: Continue with original configuration parameters
  • Historical data: Remains unchanged for reporting accuracy
  • SLA timers: New SLAs apply only to future requests
  • Payment options: Changes affect new transactions immediately
  • Audit trails: Track all changes with timestamps and user identification
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