Customers Page

For utilities using the billing portal premium service, the Customers page takes the place of the Users>Customers tab. The Customers page is a console for Customer Service Representatives (CSRs) to use when assisting portal customers. The console lets CSRs access and update customer profile information and account settings. In addition, the console lets CSRs impersonate portal customers, assist in resetting portal passwords, lock/unlock portal account access and see portal account activity logs.

Typically, the CSR console is used to assist customers who report by phone or email that they are having difficulty. For example, when the customer:

  • is unable to login to the portal.
  • cannot reset their portal password.
  • wants to delete or deactivate a portal account.
  • wants to add an account to an existing portal.
  • is having trouble navigating the portal site and wants help understanding portal features and capabilities.
  • has not received transactional email notifications.
  • wants help setting up or verifying their AutoPay/Paperless billing preferences.
  • claims they have or had a portal account, but it may have been deactivated.

IMPORTANT: In each of these examples, the CSR must follow the utility’s best practices for performing standard security checks to verify the authenticity of the caller/user before proceeding.

customers-page-and-find-a-customer
The CSR console landing page.

 

Find a Customer
To use the CSR console:

  1. Log into BEACON.
  2. Click the Customers Tab.
  3. Enter any of the following user information in the search box:• Email address
    • First and Last name
    • Person ID
    • Account Number
    • Service Address
    • Billing Address

    Tip: Enter a partial character string if you are searching for multiple accounts at a single location. For example, to find all of the accounts in an apartment complex at 2172 Main Street, type 2172.

  4. Press Enter or click the search icon.
  5. If desired, filter the search results by clicking Filter Customer Results.

    filter-customer-results
    • Use the District drop-down menu to filter results by District.
    • Check/uncheck any of the Portal Status boxes to narrow the search results. (A checked box indicates that accounts with that status will be included in search results. Unchecked boxes exclude accounts with that status from search results. For example, unchecking Enrolled will exclude from search results accounts that are enrolled in the billing portal service.)

    Tip: To limit search results to only accounts that are enrolled in the billing portal service, check the Enrolled box and uncheck the Unenrolled box.

    permanent-lock

  6. To access the CSR console for a given account, locate the account of interest by performing steps 3-5 and click View.

    view

    In the example above, the Unenrolled box is unchecked, which selected the two accounts matching “2171” whose portal status matched “Enrolled” as indicated by the green circles.

    The CSR Console

    csr-console

    1. Impersonate Button | 2. Lock Account Button | 3. Account Recovery Button |
    4. Customer Information Tab | 5. Activity Log Tab

  7. If you selected the wrong account, do one of the following:• Click the back button on your browser to return to the search results screen
    • Click the All Customers link in the upper left corner to return to the Find a Customer search box.

    all-customers

  8. To access the Payment Administrator, click Go to Payment Administration in the upper right corner.

CSR Console Activities
Click Impersonate to masquerade as the user. “Impersonating” or masquerading as a user lets you open their portal in a new browser window to view their account portal. Use this function when helping customers navigate their portal, understand its capabilities and use its features.

Note: You will be able to navigate the user’s portal, but you will not be able to make transactions on their behalf.

impersonate
A green dot indicates the user is enrolled in the portal service.

The email address associated with the portal account is displayed.

The last time someone accessed the customer portal is displayed.

The Impersonate button.

 

Click Lock Account to prevent a user from accessing their portal account.
Reasons to use this feature include, but are not limited to:

  • A user reports that their account may have been compromised.
  • You believe a customer is misusing the system.
  • A user wants to opt out, but is not ready to delete their portal account.

In each case, follow utility policy when using this function.

lock-button

Click Yes to proceed, No to cancel.

proceed
Click Unlock Account to allow access to the account.
Reasons to use this feature include but are not limited to:

  • The user is confident their account is no longer compromised.
  • A user requests access to their portal after being locked out by 10 consecutive unsuccessful attempts to login.
  • A user wants to opt into the portal service after requesting their portal be put on hold.

In each case, follow utility policy when using this function.

Click the Account Recovery button to help customers reset their password.

recovery-actions

If the customer forgot their password and knows the email that they used to register for a portal account, do the following:

If the portal account is unlocked:

  1. Click Send Password Reset Link to send a self-service password reset email to the address on record.
  2. Instruct the customer to follow the link to reset their password. Remind them that the email link will expire 24 hours from when it was sent.

If the portal account is locked:

  1. Click the Unlock button.
  2. Click Send Password Reset Link to send a self-service password reset email to the address on record.
  3. Instruct the customer to follow the link to reset their password. Remind them that the email link will expire 24 hours from when it was sent.

If the customer wants to reset their password, but does not remember or is unable to access the email address on record:

  1. Click Generate Recovery Code.

    recovery-code

  2. Read the Recovery Code to the customer over the phone. Ask them to verify the number by reading it back to you. Remind them that the code will expire in 24 hours.
  3. Click View Instructions to expand the instructions.
  4. Tell the customer how to use the Recovery Code.
  5. If desired, click Revoke Recovery Code to cancel the code.

Customer Information

This tab lets you see at a glance the selected customer’s Account Number, Billing Address, Account Settings, AutoPay preference, Service Address, Nickname and District.

customer-info

Activity Log

This tab lets you see a log of all activity associated with a customer portal. The content of the activity log dates back three years or to the inception of the account, whichever is longest.

Click Filter Activity Log and check/uncheck the desired boxes to include/exclude activities from the list. (A checked box indicates that activity will be included in log. Unchecked boxes exclude activities from the log.)

activity-log-filters
Use the pagination controls at the bottom of the page to jump to the desired page of the activity log.

pages

Click Next to advance one page at a time.

paginate-controls

Click View All to display the entire activity log, scrolling down to see those portions that do not fit on your display.

paginate-controls-copy

Click Paginate to return to the paginated display.

paginate

More Activities

Deactivating a Portal Account

When a customer requests that their portal account be deactivated:

  1. Determine if there are payments pending.

    • If there are payments in Scheduled status, inform the customer that the scheduled payment will be deleted if the portal account is deleted.
    • If there are payments in Pending status, inform the customer that the pending payment will be deleted if the port account is deleted.

  2. To proceed with the deactivation, locate the customer’s account by entering any of the following information into the CSR Consolte landing page search box:
    • Email address
    • First and Last name
    • Person ID
    • Account Number
    • Service Address
    • Billing Address

  3. Click View to open the CSR console and view the account details.
  4. Click Lock Account to prevent a user from accessing their portal account.

    lock-button

Finding and Reactivating Deactivated Portal Accounts

When a customer says their portal account was deactivated and they would like it reactivated:

  1. From the CSR Console landing page, enter any of the following user information in the search box:

    • Email address
    • First and Last name
    • Person ID
    • Account Number
    • Service Address
    • Billing Address

  2. If you do not see the account of interest, click Filter Customer Results and uncheck all of the boxes except Permanent Lock and Hidden.

    permanent-lock

  3. Click View to open the CSR console and view the account details.
  4. Click Unlock to reactivate access to the account portal.

    unlock

 

 

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