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User Access and Management - FAQs

Getting Started & Navigation

Q1: How do I access the User Management section in Smart360?

 A: Navigate to the main dashboard and click on "User Management" from the primary navigation menu. You'll see a breadcrumb trail showing your current location within the user management workflow. The interface includes persistent contextual help panels to guide you through different tasks.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL  - https://platform.bynry.com/onboarding/utility

Q2: What are the different user status types and what do they mean? 

A: Smart360 uses color-coded status indicators:

  • Active (Green): User has completed registration and can access the system
  • Invited (Yellow): User has been sent an invitation but hasn't completed password setup
  • Inactive/Deactive (Red): User account has been disabled and cannot access the system
  • Pending (Orange): User is in the process of completing their registration
  • Invitation Expired (Gray): Invitation was sent but expired after 3 days without completion

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL  - https://platform.bynry.com/onboarding/utility

Q3: How do I quickly find a specific user in a large organization? 

A: Use the enhanced search and filtering capabilities:

  1. Click the search field and enter partial name, email, or user ID
  2. Use the collapsible filters for Department, Role, and Status
  3. Select multiple departments, roles, or statuses using checkboxes
  4. Click "Apply Filters" to see filtered results
  5. Click column headers (Name, Email, Department, Role, Status) to sort results

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL  - https://platform.bynry.com/onboarding/utility

User Creation & Onboarding

Q4: How do I create a new user account in Smart360?

 A: Follow the guided user creation wizard:

  1. Click "Invite User" button in the top right of the User Management screen
  2. Enter basic information (name and email - both required)
  3. Select department from the dropdown menu
  4. Choose appropriate role based on department recommendations shown
  5. Review the permission summary for the selected role
  6. Adjust specific permissions if needed using the custom permission panel
  7. Set user status (typically "Invited" for new users)
  8. Click "Create User" to complete and send invitation

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL  - https://platform.bynry.com/onboarding/utility

Q5: What information is required when creating a new user?

 A: Mandatory fields include:

  • Full name
  • Email address (must be unique in the system)
  • Department selection
  • Role assignment The system will display error messages and placeholders for any missing required information.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL  - https://platform.bynry.com/onboarding/utility

Q6: How long do user invitation links remain valid? 

A: Invitation links expire after 3 days. If a user doesn't complete their registration within this timeframe, their status automatically changes to "Invitation Expired" and you'll need to resend the invitation.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL  - https://platform.bynry.com/onboarding/utility

Q7: What happens when I invite a new user?

 A: The system automatically:

  • Sets the user status to "Invited"
  • Provides a 3-day window for the user to complete registration
  • Tracks the invitation in the "Invited Users" card on your dashboard

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL  - https://platform.bynry.com/onboarding/utility

Role Management & Permissions

Q8: How do I assign roles to users based on their department?

 A: Smart360 provides department-based role recommendations:

  1. Select the user's department during creation or editing
  2. View recommended roles that appear based on the department selection
  3. Each role shows a tooltip description of its purpose
  4. Review the permission summary to understand what access the role provides
  5. Make adjustments using the custom permission panel if needed

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL  - https://platform.bynry.com/onboarding/utility

Q9: What are the different roles available in Smart360 and their purposes?

 A: Smart360 includes roles organized by department:

Administration Department:

  • Utility Administrator: Configures system settings, manages master data, maintains user roles

Customer Service Department:

  • CSO Manager: Oversees customer touchpoints, analyzes customer data
  • Customer Executive: Handles walk-in customers, processes account changes
  • Call Center Representative: Manages customer calls, creates service orders
  • Recovery Executive: Manages delinquent accounts, negotiates payment arrangements

Metering Department:

  • Meter Manager: Oversees metering operations, manages reading schedules
  • Meter Supervisor: Manages meter inventory, oversees testing programs
  • Meter Reading Supervisor: Manages reading operations, optimizes routes
  • Meter Reader: Collects consumption data, reports meter problems
  • Validator: Reviews reading exceptions, analyzes consumption patterns

Billing Department:

  • Billing Manager: Oversees billing cycles, ensures accurate rate implementation
  • Billing Specialist: Executes billing cycles, resolves exceptions
  • Printing Vendor: Processes billing files, produces physical bills

Operations & Maintenance Department:

  • O&M Manager: Oversees system maintenance, manages emergency response
  • Field Force Technician: Performs maintenance and repairs
  • Dispatcher: Assigns work orders, tracks field crews

Asset Management Department:

  • Asset Manager: Develops asset strategies, tracks infrastructure performance
  • Plant Supervisor: Manages treatment facilities, ensures water quality
  • Assets Technician: Conducts field assessments, updates asset records

Platform URL  - https://platform.bynry.com/onboarding/utility

Q10: Can a user have multiple roles assigned?

 A: No, each user must have exactly one primary role assigned. However, you can customize permissions within that role to provide additional access as needed using the custom permission panel.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL  - https://platform.bynry.com/onboarding/utility

User Status Management

Q11: How do I deactivate a user account?

 A: To deactivate a user:

  1. Find the user using search and filters
  2. Click the edit icon (✏️) in the Actions column
  3. In the user detail panel, navigate to the "Status" section
  4. Select "Inactive" or "Deactive" from the dropdown
  5. Click "Save Changes" Note: Status changes to "Deactive" immediately revoke system access.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL  - https://platform.bynry.com/onboarding/utility

Q12: What's the difference between Inactive and Deactive status?

 A: Both "Inactive" and "Deactive" statuses prevent system access. These terms are used interchangeably in Smart360 - when a user is set to either status, their system access is immediately revoked and they cannot log in.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL  - https://platform.bynry.com/onboarding/utility

Q13: How do I reactivate a previously deactivated user? 

A: To reactivate a user:

  1. Locate the user (they'll show as "Inactive" or "Deactive")
  2. Click the edit icon in the Actions column
  3. Change their status to "Active" in the user detail panel
  4. Click "Save Changes" The user will immediately regain system access.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL  - https://platform.bynry.com/onboarding/utility

Dashboard Analytics & Reporting

Q14: What do the user statistics cards on my dashboard represent? 

A: The dashboard displays five key metrics:

  • Total Users: Sum of all registered users (Active + Inactive + Invited)
  • Active Users: Users with completed registration and current system access
  • Inactive Users: Users whose accounts have been disabled/deactivated
  • Invited Users: Users sent invitations but haven't completed registration
  • Expired Invitations: Invitations sent but never accepted within 3 days

Each card shows percentage change compared to the previous 30-day period, with green (+) for growth and red (-) for decline.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL  - https://platform.bynry.com/onboarding/utility

Q15: How is the growth rate calculated for each user category? 

A: Growth rates compare the current count to the same period 30 days ago. For example, if you had 100 Active Users 30 days ago and have 120 now, the growth rate is +20%. The system enforces data integrity by ensuring categorized users sum to total users.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL  - https://platform.bynry.com/onboarding/utility

Troubleshooting & Common Issues

Q16: Why can't I find a user I know exists in the system?

 A: Try these troubleshooting steps:

  1. Clear any applied filters that might be hiding the user
  2. Search using different terms (try email instead of name, or vice versa)
  3. Check if the user might be in a different department than expected
  4. Verify the user's status - they might be "Inactive" or "Expired"
  5. Use partial name or email searches rather than complete terms

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL  - https://platform.bynry.com/onboarding/utility

Q17: What should I do if a user reports they never received their invitation email? 

A: Follow these steps:

  1. Verify the email address is correct in the user record
  2. Check if the invitation has expired (3-day limit)
  3. Resend the invitation by editing the user and changing status back to "Invited"
  4. Ask the user to check their spam/junk folder
  5. Verify your organization's email system isn't blocking the Postmark service

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL  - https://platform.bynry.com/onboarding/utility

Q18: Why am I getting validation errors when creating a user?

 A: Common validation issues include:

  • Duplicate email: Email addresses must be unique across the system
  • Missing required fields: Name, email, department, and role are mandatory
  • Invalid email format: System validates proper email syntax
  • Department/role mismatch: Ensure the selected role is appropriate for the department Check error messages and placeholders for specific guidance.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL  - https://platform.bynry.com/onboarding/utility

Q19: How do I handle users who have left the organization? 

A: Best practices for departed users:

  1. Immediately change their status to "Inactive" to revoke access
  2. Document the departure date and reason in user notes
  3. Consider transferring any critical responsibilities to active users
  4. Keep the record for audit purposes rather than deleting
  5. Review any outstanding work orders or tasks assigned to that user

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL  - https://platform.bynry.com/onboarding/utility

Advanced Features & Best Practices

Q20: How do I use the contextual help and tooltips effectively? 

A: Smart360 provides comprehensive guidance:

  • Hover over any interface element to see tooltips with explanations
  • Look for "Learn more" expandable sections for complex concepts
  • Use the persistent contextual help panel for task-specific guidance
  • Follow the breadcrumb navigation to understand your current workflow position

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL  - https://platform.bynry.com/onboarding/utility

System Administration & IT Director Features

Q21: How can I track changes to user access over time? 

A: Smart360 tracks comprehensive user behavior:

  • User search patterns and filter usage
  • Status change history with timestamps and reasons
  • Permission modifications with justification logs
  • Bulk operation results and efficiency metrics
  • Help content access patterns to identify training needs

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL  - https://platform.bynry.com/onboarding/utility

Q22: What bulk operations are available for managing multiple users?

 A: Available bulk operations include:

  • Status changes (Active, Inactive, Pending)
  • Role assignments and transfers
  • Department transfers
  • Permission updates
  • Notification sending Access bulk operations by selecting multiple users and choosing from the batch operations menu.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL  - https://platform.bynry.com/onboarding/utility

Q23: How do I handle emergency access situations or urgent user provisioning?

 A: For urgent situations:

  1. Use the expedited user creation process with immediate "Active" status
  2. Temporarily assign higher permissions if needed, with a review date
  3. Document the emergency access in user notes
  4. Set calendar reminders to review and adjust permissions post-emergency
  5. Follow up with proper approval workflows after the immediate need is resolved
  6. Consider creating predefined emergency access roles for common scenarios

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL  - https://platform.bynry.com/onboarding/utility


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