Move in and move out

You can define a script for your CSRs to follow, and you can specify the information that is required to ensure that each step in the process is completed. For example, if a new account requires an initial meter reading, you can specify rules for selecting the reading to use.

The move in process has these stages:

• Initialization is the first stage, when the CSR gathers the customer's information and creates a new account record. Service requests to take initial meter readings and start account services are also created.
• Finalization occurs after the service request has been completed and the move-in date has arrived. The account is then active.

Move In Setup has these tabs:

• Initialize: Define the script your CSRs will follow. This script consists of a series of questions and messages for the customer that are displayed in the Move In Account dialog box that is displayed when you create a new account from the Manage Account Page.

  Some parts of the script are displayed in a fixed order, but the grid under Move In Sections is used to define the order in which to show the prompts relating to the move in date, the customer's contact information, and the provided and optional services. (The provided and optional services are determined by the service definitions and the address template that was used to create services for the account address. The scripts displayed for specific services also depend on the service definitions.)

  Some prompts also include a grid where you can add knowledge base links for answers to commonly asked questions. For each link, the text specified in the Text Link field is displayed in the appropriate section of the Move In Account dialog box. The text is linked to the knowledge base entry specified in the Knowledge Base Description field.

• Finalize: Used to define a default billing status and service status that is assigned to new accounts when they're finalized and a resolution code to use for the initial reading service request. The Move In Reading grid determines the meter reading used as the account's initial reading, such as the most recent reading within a set number of days before the move in date.
• Modify: Used to define options to modify customers' move in information.
• Cancel: Used to define options to cancel a move in. The Reading Request Resolution field specifies the resolution code to use if a service request has been created to take an initial meter reading.