3.3.2.1a CCS.C2M.v2.7.CCB.Start Premise Based Service ......Oct 23, 2020 · 1.23 Search for...

CCS C2M.V2.7.CCB

3.3.2.1a Start Premise Based Service Using Customer Service Request

Creation Date: July 7, 2020

Last Updated: October 23, 2020

3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request

2 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.

Copyright © 2020, Oracle. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. Oracle, JD Edwards, PeopleSoft, and Siebel are registered trademarks of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners.



Contents

BRIEF DESCRIPTION ..................................................................................................................................................................................................................................................... 4 BUSINESS PROCESS MODEL PAGE 1 .............................................................................................................................................................................................................................. 5 BUSINESS PROCESS MODEL PAGE 2 .............................................................................................................................................................................................................................. 6 BUSINESS PROCESS MODEL PAGE 3 .............................................................................................................................................................................................................................. 7 BUSINESS PROCESS MODEL PAGE 4 .............................................................................................................................................................................................................................. 8 BUSINESS PROCESS MODEL PAGE 5 .............................................................................................................................................................................................................................. 9 BUSINESS PROCESS MODEL PAGE 6 ............................................................................................................................................................................................................................ 10 BUSINESS PROCESS MODEL PAGE 7 ............................................................................................................................................................................................................................ 11 BUSINESS PROCESS MODEL PAGE 8 ............................................................................................................................................................................................................................ 12 BUSINESS PROCESS MODEL PAGE 9 ............................................................................................................................................................................................................................ 13 BUSINESS PROCESS MODEL PAGE 10 .......................................................................................................................................................................................................................... 14 BUSINESS PROCESS MODEL PAGE 11 .......................................................................................................................................................................................................................... 15 DETAIL BUSINESS PROCESS MODEL DESCRIPTION ............................................................................................................................................................................................................. 16 TEST DOCUMENTATION RELATED TO THE CURRENT PROCESS .............................................................................................................................................................................................. 55 DOCUMENT CONTROL ................................................................................................................................................................................................................................................ 56 ATTACHMENTS ......................................................................................................................................................................................................................................................... 57

Customer Service Request: ............................................................................................................................................................................................................................... 57



Brief Description Business Process: 3.3.2.1a C2M.CCB.Start Premise Based Service using a Customer Service Request (Retailer) Process Type: Sub-Process Parent Process: 3.3.2 C2M.CCB-MDM.Manage Service Agreement (Retailer) Sibling Processes: 3.3.1.1a C2M.CCB.Establish Person and/or Account for Customer Service Request; 3.3.2.5 C2M.CCB.Manage Consumer Contracts; 3.3.3.2 C2M.CCB.Determine Customer Deposits (Cash, Non-cash,3rd Party); 5.1.5.1a C2M.CCB.Manage Metered Site; 5.1.5.2a C2M.CCB.Manage Unmetered Site; 3.4.1.1 C2M.CCB.Manage Customer Contacts This business process depicts scenarios when customers have contacted the service provider to request service, or make changes to existing service and service request. The Customer Service Request could be initiated manually or received as a request from the third party application. This process describes how the Customer Service Request processes captured information and enables application create, maintain, and remove Consumer Contracts. It also describes creation and/or update of Service Request Person, Service Request Account, Service Request Premise and Service Request Service Location associated with specific Service Request.



Business Process Model Page 1 3.3.2.1a CCS.C2M.v2.7.CCB Start Premise Based Service using Customer Service Request

C2M(CCB)

Oracle Integration

Cloud

Customer or 3rd Party

Application User

3rd Party Application

Request New Service

PROCESS

ACTIVITY

SUB-PROCESS

__________

PRODUCTS

UGBU

PRODUCT FAMILY

CCS/C2M

PRODUCT LINE/RELEASE

PM URM Team

CREATED BY

BPE APPROVAL

__________

PRODUCT LINE APPROVAL

3.3.2.1a CCS.C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request.vsdx

FILENAME

Page 1

Page Number

9/28/2020

REVISED

Oracle Proprietary and ConfidentialCopyright © 2020, Oracle. All rights reserved.

3.3.2.1a CCS.C2M Start Premise Based Service Using CSR

1.2Capture Supply and Customer

Information

1.10Request More

Information about a Specific Product

1.5Identify Eligible

Products

1.3Request a list of Eligible Products

1.7Process and

Present a list of Eligible Products for the Customer

to Select

1.9Request More

Information About Product

1.12Identify Product Attributes for a

Specific Product

1.14Process and

Present the list of Product Attributes

1.8Review Eligible

Products and

Details

Additional Product

Information?

Yes

No

1.1Provide Supply

Address and Customer

Information

1.15Request Service

with Selected Product

1.16Request Create and Activate CS

Request

1.18Add Customer

Service Request

1.4REST Adapter

Request

1.6REST Adapter

Response

1.11REST Adapter

Request

1.13REST Adapter

Response

1.17REST Adapter

Request

1.20Notify Customer

New Service Application Status

1.21Receive

Notification

1.19REST Adapter

Response

Page 3



Business Process Model Page 2

Select Product

Create Customer Service Request

3.3.2.1a CCS.C2M.v2.7.CCB Start Premise Based Service using Customer Service Request

C2M(CCB)

CSR or Authorized

User

Customer

External Credit Bureau

Gather Customer Service Request Information

1.26Create CS

Request in Draft Status

Request New Service

New CS Request?

Yes

1.39Populate CS

Request Contract Required Data

1.41Create CS

Request Contract in Pending Status

Page 3

1.22Confirm Request

Applicability

1.24Select CS Request

Type

1.25Populate Required Data and Request

Create CS Request

1.313.3.1.1a C2M

Establish Person and/or Account for Customer Service

Request

1.29Create CS Request

Premise5.1.5.1a

C2M.CCB.Manage Metered Site

1.47Request Add CS Request

Contract Product

1.48Create CS

Request Contract Product in Pending

Status

1.46Populate CS

Request Contract Product Required

Data

1.37Request Add CS Service Location

5.1.5.1a C2M.CCB.Manage

Metered Site

1.51Review CS Request in Draft Status

1.28Determine

Supply Address

1.36Search and

Determine the Unique Market

Identifier

1.30Evaluate Customer

1.38Determine and Select

Contract Type

1.45Select Eligible

Product for Contract

1.5Identify Eligible

Products for Contract

Edit CS Request?

1.27

Yes

No

CS Request Contract Exists?

No

1.42Populate CS

Request Contract Required Data

Yes

1.43Request Update

CS Request Contract

1.40Request Add CS Request Contract

1.44Update CS

Request Contract in Pending Status

1.50Request Update CS

Service Location5.1.5.1a


1.49Populate Contract

and Contract Product Data

Determine Supply

Address?

Yes

Gather Customer

Information?

Yes

No

Check Credit Score?

No

1.32Request Credit Review From

External Credit Bureau

Yes

Determine Unique Market

Identifier

Yes

1.27Review

CS Request

Initial Draft

1.27

No

Determine Contract Type?No

Yes

Determine Eligible

Product?

No

Yes

No

Update CS Service

Location?

Yes

No

1.33Provide External

Credit Score Information

1.34Receive Results From External Credit Bureau

Expire CS Request?

1.52Request Transition

to Expire CS Request

1.53 Transition CS

Request to Expire Status

1.35Evaluate External

Credit Bureau Results

1.23Search for Existing

CS Request

1.35.13.3.3.2 C2M.CCB.

Determine Customer Deposits

(Cash, Non-cash,3rd Party)

No

PROCESS

ACTIVITY

SUB-PROCESS

__________

PRODUCTS

UGBU

PRODUCT FAMILY

CCS/C2M


PM URM Team

CREATED BY

BPE APPROVAL

__________


3.3.2.1a CCS.C2M.v2.7.CCB.Start Premise Based Service Using

Customer Service Request.vsdx

FILENAME

Page 1

Page Number

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REVISED



Page-11





C2M(CCB)

CSR or Authorized

User

Customer

Activate

Wait for Cooling Off

period?

Wait for Other CS Requests? Opting Out?

Wait for Modification/

Withdrawal CS Requests?

Cancel?

Activate Customer Service Request

Process CS Request Person

1.56Set Activation

Date

1.573.3.1.1a C2M


Request

Process CS Request Account

1.583.3.1.1a C2M


Request

Process CS Request Premise

1.595.1.5.1a

C2M.Manage Metered Site

Process CS Request Contract

1.603.3.2.5

C2M.Maintain Consumer Contracts

Process CS Request Contract Product

1.613.3.2.5


1.63Create To Do

Entry

Activate CS Request?


to Activate CS Request

Yes

1.67Review ActivateStatus

1.68Request Transition to Wait for Cooling Off Period Status

1.69Request Transition to Wait for Other

CS Request Status


to Opting Out Status


to Wait for Modification/Withdrawal Requests


to Cancel CS Request

Yes Yes Yes Yes Yes

No No No No

Successful?

1.64Transition CS

Request to Wait for Cooling Off Period Status

1.65Transition CS

Request to Wait for Other CS

Requests Status

1.71Transition CS

Request to Opting Out Status

1.74Transition CS

Request to Wait for Modification/Withdrawal

Requests Status

No

Yes

1.76Transition CS

Request to Cancelled Status

1.55Transition CS

Request to Activate Status

1.62Transition CS

Request to Activation Error

Status

Customer Opts Out Of New Service

Auto transition to Wait for Cooling Off

Period?

1.64Transition CS

Request to Wait for Cooling Off Period Status

Yes

1.65Transition CS


Requests Status

Transition to Wait for Other CS Requests

Status

No

Yes

P82.37

P41.81

P41.87

1.51No

1.66Transition CS

Request to Activation Setup

Status

No

No Page5

1.66Transition CS


Status

Page 2

1.72Opt out of Alteration

P41.77

Alteration to CS Request

Exists?Yes

No

1.55

Page 1

PROCESS

ACTIVITY

SUB-PROCESS

__________

PRODUCTS

UGBU

PRODUCT FAMILY

CCS/C2M


PM URM Team

CREATED BY

BPE APPROVAL

__________



FILENAME

Page 1

Page Number

10/23/2020

REVISED



P92.55

Page-11

Page5




C2M(CCB)

CSR or Authorized

User

Customer

Opting Out

P31.55



Cancel?Activation Setup?Opted out?

1.77Review Opting

Out Status


to Activate CS Request


to Opted Out Of Alteration



Opting out?Wait for other CS Requests? Cancel?

1.82Review Cooling

off Period Status

No No No

1.83Request Transition to Wait for Other

CS Request


to Wait for Modification/

Withdrawal CS Requests


to Opting Out



YesYes Yes Yes Yes

1.88Review Wait for

Other CS Request(s) Status

No






1.90Request Transition to Activation Setup

Yes YesYes

No

1.65Transition CS


Requests Status

1.79Transition CS

Request to Opted Out Status

1.74Transition CS

Request to Wait for Modification/

Withdrawal Requests Status

1.71Transition CS



1.77

Yes

1.74Transition CS



1.66Transition CS


Status

1.76Transition CS


1.76Transition CS


1.66Transition CS


Status

No

P82.37

P82.37

P51.92

P51.92

Activate?

Yes

Wait for Cooling Off Period


Exists?

Wait for Other CS Requests

1.77NoNo No

Customer Opts Out Of New Service

1.81Wait for Cooling off period Expiry

Scheduler CS Request Monitor

P31.55

Cooling Off Period

Expired?

No

1.65Transition CS


Requests Status

1.88Yes

P112.74

1.87Wait for Other CS

Request(s)


Other CS Requests to

Process?

1.66Transition CS


Status

P51.92No

No

Yes

PROCESS

ACTIVITY

SUB-PROCESS

__________

PRODUCTS

UGBU

PRODUCT FAMILY

CCS/C2M


PM URM Team

CREATED BY

BPE APPROVAL

__________



FILENAME

Page 1

Page Number

9/28/2020

REVISED



Page-11 Page-11




C2M(CCB)

CSR or Authorized

User

NoNo

No

PROCESS3.3.2.1 C2M.CCB.Start Premise Based

Service

ACTIVITY

SUB-PROCESS

__________

PRODUCTS

UGBU

PRODUCT FAMILY

CS/C2M


PM URM Team

CREATED BY

BPE APPROVAL

__________


CS Request

FILENAME

Page 5

Page Number

10/1/2020

REVISED


Process CS Request Premise

1.925.1.5.1a

C2M.CCB.,Manage Metered Site

1.93Apply On

Activation Add Contract Rules

2.1Apply Service Location Add

Contract Rules for Contract Product

1.95Start Non-Premise

Based Service Agreement

2.2Start Service

Agreement for Existing

Registration Point

Perform CS Request Service Location Actions

Yes

2.4Create To Do

Entry

Successful?

No

2.4Create To Do

Entry

Successful?

No

2.3Transition CS


Error Status

Yes

2.5Transition CS

Request to Initiate Service Location Actions Status

2.7Transition CS

Request to Initiate Service Location

Action Error Status

2.9Transition CS

Request to Wait for Service

Location Actions Status

Yes

P102.64

Activation Setup Initiate Service Location Actions

On Activation Add Contract Rules Exist?

Service Location Add

Contract Rules Exist?

Yes

2.8Activate CS

Request Service Location(s)

5.1.5.1a C2M.CCB..Manage

Metered Site

2.6Initiate CS

Request Service Location

Processing

Page3

Page6

Create Milestone(s)?

Create SA(s)?

Yes

On Activation Remove


Service Location Remove


1.96Apply On

Activation Remove Contract Rules

1.98Apply Service

Location Remove Contract Rules for Contract Product

1.94Create Contract

Milestone(s)No

Yes

No

No No

Yes Yes

Expire Milestone(s)?

1.97Expire Contract

Milestone(s)

Yes

No

Registration Point Exists for

Related CS Request Contract Product?

Yes

Registration Point Exists for

Consumer Contract

Product(s)?

1.99Stop Service

Agreement Linked to Existing

Registration Point

Yes

No

Service Location not

related to Registration

Point?

Yes

Service Location not

related to Registration

Point?

Yes

No

No




C2M(CCB)

CSR or Authorized

User

Request Withdraw Service Location(s)

Wait for Service Location Actions

YesYes Yes Yes

Manual Alteration?

Wait for Modification


Withdraw Waiting Service Location Actions?

Notify User Modification

Required

Notify Customer

Modification Required

Cancel?

2.26Reset Modification

Wait Details

2.165.1.5.1a


2.19Create To Do Notify User Modification

Required

2.22Notify Customer


2.12Review Wait for Service Location Actions Status


to Manual Alteration

2.25Transition CS

Request to Manual Alteration Status


to Wait for Modification/Withdrawal Requests

1.74Transition CS



No

Yes

P82.37


to Withdraw Waiting Service Location Actions

2.15Transition CS

Request to Withdraw Waiting Service Location Actions Status


to Notify User Modification

Required

2.18Transition CS

Request to Notify User Modification Required Status

2.20Request Transition to Notify Customer


2.21Transition CS

Request to Notify Customer

Modification Required Status



1.76Transition CS


Yes

No No No No

Monitor CS Request Service Location Status

Yes

1.74Transition CS



1.74Transition CS



1.74Transition CS



P82.37

P82.37 P8

2.37

Are All CS Request Service

Locations in Final Status?


2.11Transition CS

Request to Completion Setup

Status

P31.55

No

No

CS Request Service

Location in Final Status

2.10Evaluate CS

Request Service Location Status

Require Objection Withdraw (From CS

Request Service Location)

2.233.4.1.1 C2M.CCB.Manage Customer

Contacts

Require Customer Notification (From

CS Request Service Location)

Require User Notification (From

CS Request Service Location)

Page5

Require Wait for Ineligible Product

(From CS Request Service Location)

User Withdraws All Service Location

Requests

Customer Contact Exists?

No Yes

Page7

PROCESS

ACTIVITY

SUB-PROCESS

__________

PRODUCTS

UGBU

PRODUCT FAMILY

CCS/C2M


PM URM Team

CREATED BY

BPE APPROVAL

__________



FILENAME

Page 1

Page Number

10/1/2020

REVISED



Page-11



Business Process Model Page 7 CCS Start Premise Based Service using CSR

C2M(CCB)

CSR or Authorized

User


Service

ACTIVITY

SUB-PROCESS

__________

PRODUCTS

UGBU

PRODUCT FAMILY

CCS/C2M


PM URM Team

CREATED BY

BPE APPROVAL

__________


Start Premise Based Service using a CSR v.10.vsdx

FILENAME

Page 7

Page Number

10/1/2020

REVISED


Cancel New Contract if no Service Location

No

No

No

No

Completion Setup

2.29Apply On

Completion Add Contract Rules

2.31Apply On

Completion Remove Contract

Rules

Check Eligibility of Forced Move Out Contracts

Create a CS Request to change to the Intended Product

Successful?

2.36Transition CS

Request to Completed Status

2.4Create To Do

Entry

2.35Transition CS


Error Status

Yes

No

Take No Further Action

P102.68

On Completion Add Contract Rules Exist?

Yes

2.28Evaluate Contract

Product Component Rules

Previous Customer

Forced Move Out?

No

2.34Create ‘Change’

CS RequestYes

Intended Contract

Product Exists?

2.34Create ‘Change’

CS RequestYes

2.333.3.2.5


No

All CS Request Contract Products

Cancelled?

Yes

No

On Completion Remove


Yes

Create Adjustment?

2.304.1.1.1

C2M.CCB.Manage Adjustment and

Adjustment Approval

Yes

Create Adjustment?

2.324.1.1.1

C2M.CCB.Manage Adjustment and

Adjustment Approval

Yes

Page6



Business Process Model Page 8 CCS Start Premise Based Service using CSR.

C2M(CCB)

CSR or Authorized

User

Wait for Modification and Withdrawal Request Period

2.38Transition CS

Request to Automatic

Modification Status

Modification Wait Period

Expired?

2.37Wait for

Modification and Withdrawal Requests

1.65Create To Do

Entry

2.38Transition CS


Modification Status


Wait Details

Automatic Modification

Request Withdraw Service Location(s)

Yes

Yes Yes Yes

Automatic Modification?

Withdraw Waiting Service

Location Actions?

Notify Designated

User Modification Required?

Notify Customer? Cancel?

Yes

2.41Modify Contract

Products for Action Issues


Wait Details

2.39ReviewWait for

Modification/

Withdrawal

RequestsStatus


to Automatic Modification


to Withdraw Waiting Service Location Actions


to Notify User Modification

Required

2.53Request Transition to Notify Customer





to Manual Alteration

2.19Create To Do Notify User Modification

Required

2.22Notify Customer


2.15Transition CS

Request to Withdraw Waiting Service Location Actions Status

2.18Transition CS

Request to Notify User Modification Required Status

2.21Transition CS

Request to Notify Customer

Modification Required Status

1.76Transition CS


1.74Transition CS



1.74Transition CS



2.37 2.37

No No No

2.25Transition CS

Request to Manual Alteration Status

2.50Complete To Do

Entry

Successful?

2.42Transition CS


Modification Error Status

No

Yes

P102.66

P31.55P3

1.55

2.165.1.5.1a



No

Yes 2.41

1.74Transition CS



2.37


Contacts

Customer ContactExists?

No

Yes

2.453.3.2.5

C2M.CCB.Manage Consumer Contracts

Consumer Product

Ineligible?

2.43Mark and Request Cancel Ineligible

CS Request Contract Product

No

Yes

2.46Create CS

Request Contract Product for New Eligible Contract

Product

2.453.3.2.5


2.44Request Update to

Cancel CS Request Contract

Product

2.47Request Add CS Request Contract

Product

Modify CS Request Contract Product?

Yes

No

Manual Alteration

Modify CS Request Service Location

2.48Add Service

Location5.1.5.1a


Yes

No

Process Manual

Alteration?No

Yes

No

Page-11

PROCESS

ACTIVITY

SUB-PROCESS

__________

PRODUCTS

UGBU

PRODUCT FAMILY

CCS/C2M


PM URM Team

CREATED BY

BPE APPROVAL

__________



Customer Service Request.docx

FILENAME

Page 1

Page Number

10/1/2020

REVISED


3.3.2.1a C2M.CCB Start Premise Based Service Using CSR



Business Process Model Page 9 CCS Start Premise Based Service using CSR

C2M(CCB)

CSR or Authorized

User

Customer

Activation Error


Service

ACTIVITY

SUB-PROCESS

__________

PRODUCTS

UGBU

PRODUCT FAMILY

C2M.V2.7.CCB


PM URM Team

CREATED BY

BPE APPROVAL

__________


Start Premise Based Service using a CSR v.07.vsdx

FILENAME

Page 9

Page Number

7/9/2020

REVISED


2.55Review

Activation Error

Status

Cancel?Activate?



Opting Out?


to Activated

Yes2.57

Request Transition to Wait for

Modification/Withdrawal CS

Requests


to Opting Out



Yes Yes Yes

No No No

P31.55

1.71Transition CS


1.74Transition CS

Request to Wait for Modification/Withdrawal CS

Requests Status

2.50Complete To Do

Entry

2.50Complete To Do

Entry

2.50Complete To Do

Entry

2.50Complete To Do

Entry

1.76Transition CS


P82.37

No

Customer Opts Out


P41.77


Exists?Yes

No

P31.55

Activation Setup Error

Yes

P51.92

Activation Setup?



Cancel?

Yes Yes2.62

Request Transition to Wait for

Modification/Withdrawal CS

Requests

2.61Request Transition to Activation Setup



No No

2.50Complete To Do

Entry

1.74Transition CS


Requests Status

1.76Transition CS


2.50Complete To Do

Entry

2.50Complete To Do

Entry

P82.37

2.60Review

Activation Setup Error

Status

1.66Transition CS


Status

No

P112.75

P112.75



Business Process Model Page 10 CCS Start Premise Based Service using CS Request

C2M(CCB)

CSR or Authorized

User


Service

ACTIVITY

SUB-PROCESS

__________

PRODUCTS

UGBU

PRODUCT FAMILY

CCS/C2M


PM URM Team

CREATED BY

BPE APPROVAL

__________


CS Request

FILENAME

Page 10

Page Number

10/1/2020

REVISED


Initiate Service Location Actions?



Cancel?

2.64Review Initiate Service Location Action Error

Status

No No




2.65Request Transition to Initiate Service Location Actions



Yes Yes Yes

2.50Complete To Do

Entry

1.74Transition CS


Requests Status

1.76Transition CS


2.50Complete To Do

Entry

2.50Complete To Do

Entry

P82.37

P52.6

2.5Transition CS

Request to Initiate Service Location Actions Status

No

Initiate Service Location Action Error Completion Error

Completion Setup? Cancel?

2.68Review

Completion Error Status

No


to Completion Setup

2.50Complete To Do

Entry

Yes

2.10Transition CS


Status

P72.28



1.76Transition CS


Yes

2.50Complete To Do

Entry

No

Automatic Modification Error

Automatic Modification?

Wait for Modification


Cancel?

2.71Review

Automatic Modification Error Status


to Automatic Modification

Yes

No No




P82.37

Yes



1.76Transition CS


2.50Complete To Do

Entry

2.50Complete To Do

Entry

2.50Complete To Do

Entry

Yes

P82.41

No

1.74Transition CS


Requests Status

P112.75

P112.75

P112.75

2.38Transition CS


Modification Status





C2M(CCB)

CSR or Authorized

User

2.75Review

CS Request Related Entities

CS Request Premise(s)

Pending Status Exists?

CS Request Person(s)


2.80Request Discard

CS Request Premise(s)

2.815.1.5.1a


Yes

CS Request Account(s)


No No

CS Request Contract(s)


CS Request Contract

Product(s) Pending Status

Exists?

CS Request Service

Location(s) Pending Status

Exists?

2.76Request Discard

CS Request Person(s)

2.78Request Discard

CS Request Account(s)

2.82Request Discard

CS Request Contract(s)

2.84Request Discard

CS Request Contract

Product(s)

2.86Request Discard

CS Request Service

Location(s)

Yes Yes YesYesYes

No No No Take No Further ActionNo

2.773.3.1.1a

C2M.CCB.Establish Person and/or

Account for Customer Service

Request

2.793.3.1.1a

C2M.CCB.Establish Person and/or

Account for Customer Service

Request

2.833.3.2.5


2.853.3.2.5

C2M.CCB.Manage.Consumer Contracts

2.875.1.5.1a


Notify Customer of Cancellation?

Yes

No


Contacts

PROCESS

ACTIVITY

SUB-PROCESS

__________

PRODUCTS

UGBU

PRODUCT FAMILY

CCS/C2M


PM URM Team

CREATED BY

BPE APPROVAL

__________



Customer Service Request.vsdx

FILENAME

Page 1

Page Number

10/1/2020

REVISED



Page-2

Page-3

Page-4

Page-6

Page-8

Page-9

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Detail Business Process Model Description 1.1 Provide Supply Address and Customer Information Actor/Role: Customer or 3rd Party Application User Description: The Customer or a 3rd Party Application User will provide the Supply Address and Customer Information to request a new service 1.2 Capture Supply and Customer Information Actor/Role: 3rd Party Application Description: The 3rd Party Application will capture the Supply Address and Customer Information. 1.3 Request a list of Eligible Products Actor/Role: 3rd Party Application Description: The 3rd Party Application will request for a list of Eligible Products based on the captured information from the C2M system 1.4 REST Adapter Request Actor/Role: Oracle Cloud Integration Description: The Oracle Cloud Integration will capture the request from the 3rd Party Application and pass it to the C2M system. 1.5 Identify Eligible Products Actor/Role: C2M(CCB) Description: The C2M(CCB) will identify the list of eligible products for the provided supply address, customer information and eligibility criteria. The eligibility criteria could consider Consumer Contract Products that include Contract Rules to create:

- Premise Based Services - Non-Premise Based Services - Contract Milestones - Adjustments - NBB Service Agreements

Available Plug-In(s)

C1-RetElPdCT - Retrieve List of Eligible Products for a Contract Type

C1-ConsumerContractType - Consumer Contract Type C1-ConsumerProduct - Consumer Product



Business Object Entities to Configure 1.6 REST Adapter Response Actor/Role: Oracle Cloud Integration Description: The Oracle Cloud Integration will respond with the list of eligible products. 1.7 Process and Present a list of Eligible Products for the Customer to Select Actor/Role: 3rd Party Application Description: The 3rd Party Application will present a list of Eligible Products for the Customer to Select. 1.8 Review Eligible Products and Details Actor/Role: Customer or 3rd Party Application User Description: The Customer or a 3rd Party Application User will review the eligible products. The Customer or User may choose to request for Additional Product Information or Request a Service with a Selected Product. 1.9 Request More Information About Product Actor/Role: Customer or 3rd Party Application User Description: The Customer or a 3rd Party Application User will select a product and request for more information about the selected product. 1.10 Request More Information About Specific Product Actor/Role: 3rd Party Application Description: The 3rd Party Application will request for more information about the specific product. 1.11 REST Adapter Request Actor/Role: Oracle Cloud Integration Description: The Oracle Cloud Integration will capture the request from the 3rd Party Application and pass it to the C2M system.

C1-ConsumerProductVersion - Consumer Product Version

Consumer Contract Type Consumer Product Consumer Product Version Characteristic Type



1.12 Identify Product Attributes for a Specific Product Actor/Role: C2M(CCB) Description: The C2M(CCB) will identify product attributes for the selected product. Available Plug-In(s) Business Object Entities 1.13 REST Adapter Response Actor/Role: Oracle Cloud Integration Description: The Oracle Cloud Integration will respond with the list of product attributes. 1.14 Process and Present the List of Product Attributes Actor/Role: 3rd Party Application Description: The 3rd Party Application will present the list of product attributes. 1.15 Request Service with Selected Product Actor/Role: Customer or 3rd Party Application User Description: The Customer or a 3rd Party Application User will request service for the selected product 1.16 Request Create and Activate CS Request Actor/Role: 3rd Party Application Description: The 3rd Party Application triggers a CS Request creation.

C1-RetPAttOV - Retrieve Product Attributes for Operand Values

C1-ConsumerProduct - Consumer Product C1-ConsumerProductVersion - Consumer Product Version C1-ConsumerProductComponent - Consumer Product Component

Consumer Product Consumer Product Version Consumer Product Component Characteristic Type



1.17 REST Adapter Request Actor/Role: Oracle Cloud Integration Description: The Oracle Cloud Integration captures the CS Request and passes it to the C2M system. 1.18 Add Customer Service Request Actor/Role: C2M(CCB) Description: Based on the customer information, supply information and selected product, a new CS Request will be created in the C2M(CCB). Available Plug-In(s) Business Object Entities to Configure: 1.19 REST Adapter Response Actor/Role: Oracle Cloud Integration Description: The Oracle Cloud Integration will respond with the information of the newly created CS Request. 1.20 Notify Customer New Service Application Status Actor/Role: 3rd Party Application Description: The 3rd Party Application will notify the Customer or the Application User about the newly created CS Request. 1.21 Receive Notification Actor/Role: Customer or 3rd Party Application User Description: The Customer or a 3rd Party Application User will receive notification about the successful creation of a CS Request. 1.22 Confirm Request Applicability Actor/Role: CSR or Authorized User Description: The Customer may also request New Service by contacting a CSR or an Authorized User. In this case, the CSR or Authorized User will check the request applicability.

C1-AddCoChRe - Add Contract Change Request

C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)

Customer Service Request Type



1.23 Search for Existing CS Request Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will search for the existing CS Request if the customer contacting about an existing CS Request. 1.24 Select CS Request Type Actor/Role: CSR or Authorized User Description: If the customer is making a new request, the CSR or Authorized User selects the desired CS Request Type. 1.25 Populate Required Data and Request Create CS Request Actor/Role: CSR or Authorized User Description: The CSR or Authorized User populates the required data and requests to create CS Request. 1.26 Create CS Request in Draft Status Actor/Role: C2M(CCB) Description: Based on the selected CS Request Type, a new CS Request will be created in the C2M(CCB) in the Draft Status. Business Object Entities to Configure: 1.27 Review CS Request Initial Draft Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will review the newly created CS Request. 1.28 Determine Supply Address Actor/Role: CSR or Authorized User Description:


Customer Service Request Type Consumer Contract Type Market Consumer Product Characteristic Type



The CSR or Authorized User will determine the supply address. The supply address must be captured in the C2M(CCB) system as a CS Request Premise. 1.29 Create CS Request Premise 5.1.5.1a C2M.Manage Metered Site Actor/Role: CSR or Authorized User Description: Refer to the ‘5.1.5.1a C2M.Manage Metered Site’ process to setup the desired CS Request Premise. 1.30 Evaluate Customer Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will determine the customer information. The customer must be captured in the C2M(CCB) system as a CS Request Person and CS Request Account. 1.31 3.3.1.1a C2M Establish Person and/or Account for Customer Service Request Actor/Role: CSR or Authorized User Description: Refer to the ‘3.3.1.1a C2M Establish Person and/or Account for Customer Service Request’ process to setup the desired CS Request Person and Account. 1.32 Request Credit Review From External Credit Bureau Actor/Role: CSR or Authorized User Description: If required, the CSR or Authorized User will also request credit review from an external credit bureau. This requires a custom component to be created to integrate with the external credit bureau 1.33 Provide External Credit Score Information Actor/Role: External Credit Bureau Description: If a credit review has been requested, the external credit bureau will provide the required credit score information. 1.34 Receive Results From External Credit Bureau Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will receive results from an external credit bureau. This requires a custom component to be created to integrate with the external credit bureau 1.35 Evaluate External Credit Bureau Results Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will evaluate the external credit bureau results to determine if the customer is eligible for the service



1.35.1 3.3.3.2 C2M.Determine Customer Deposits (Cash, Non-cash,3rd Party) Actor/Role: CSR or Authorized User Description: Refer to the ‘C2M.Determine Customer Deposits (Cash, Non-cash,3rd Party)’ process to add a customer deposit. 1.36 Search and Determine the Unique Market Identifier Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will inquire with the customer and determine the Unique Market Identifier. The Unique Market Identifier is a unique reference number for the contestable supply point 1.37 Request Add CS Service Location 5.1.5.1a C2M.Manage Metered Site Actor/Role: CSR or Authorized User Description: Refer to the ‘5.1.5.1a C2M.Manage Metered Site’ process to add a CS Service Location. 1.38 Determine and Select Contract Type Actor/Role: CSR or Authorized User Description: In order to create a CS Request Contract, the CSR or Authorized User will determine and select the Contract Type. 1.39 Populate CS Request Contract Required Data Actor/Role: CSR or Authorized User Description: If a CS Request Contract does not exist within the CS Request, the CSR or Authorized User will select and populate the required data for selected CS Request Contract. 1.40 Request Add CS Request Contract Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will request to add the CS Request Contract to the CS Request. 1.41 Create CS Request Contract in Pending Status Actor/Role: C2M(CCB) Description: Based on the request, a new CS Request Contract will be created in the C2M(CCB) in the Pending Status.



Available Plug-In(s) Business Object Entities to Configure: 1.42 Populate CS Request Contract Required Data Actor/Role: CSR or Authorized User Description: If a CS Request Contract already exists within the CS Request, the CSR or Authorized User will search for the Consumer Contract and populate/update the required data for this existing CS Request Contract. 1.43 Request Update CS Request Contract Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will request to update the CS Request Contract for the CS Request. 1.44 Update CS Request Contract in Pending Status Actor/Role: C2M(CCB) Description: Based on the request, the CS Request Contract will be updated in the C2M(CCB) in the Pending Status. 1.45 Select Eligible Product for Contract Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will determine if a Product is required, and if a product is required, the user will select an Eligible Product for the Contract. 1.46 Populate CS Request Contract Product Required Data Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will populate the required data for the selected CS Request Contract Product. 1.47 Request Add CS Request Contract Product

C1-CCNTINFO Customer Service Request Contract Information C1-VALCSRCNT Validate Contract Change Request Contract Action C1-CONACTFLG Add/Update Contract Action Flag

C1-ContractChangeReqContRoot (Contract Change Request Contract Root) C1-ChangeContChangeRequest (Change Contract)

Consumer Contract Type



Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will request to add the CS Request Contract Product to the CS Request for the specified CS Request Contract 1.48 Create CS Request Contract Product in Pending Status Actor/Role: C2M(CCB) Description: Based on the request, a new CS Request Contract Product will be created in the C2M(CCB) in the Pending Status. Available Plug-In(s) Business Object Entities to Configure: 1.49 Populate Contract and Contract Product Data Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will review the CS Service Location, and if required, populate/update the required data for CS Request Contract and CS Request Contract Product. 1.50 Request Update CS Service Location 5.1.5.1a C2M.Manage Metered Site Actor/Role: CSR or Authorized User Description: Refer to the ‘5.1.5.1a C2M.Manage Metered Site’ process to update the CS Service Location with the desired data from the CS Request Contract and CS Request Contract Product. 1.51 Review CS Request in Draft Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will review the CS Request, currently in a Draft Status. If required, the user can make changes to different entities such as CS Request Person/Account/Premise/Contract/Contract Product and CS Request Service Location.

C1-CNPRDINFO Customer Service Request Contract Product Information C1-VALCSRCP Validate CS Request Contract Product Action C1-CPACTFLG Add/Update Contract Product Action Flag

C1-ContractChangeReqCnProdRoot ( Contract Change Request Contract Product Root) C1-ChangeContChangeRequest (Change Contract)

Consumer Product Characteristic Type



1.52 Request Transition to Expire CS Request Actor/Role: CSR or Authorized User Description: During the review, the CSR or Authorized User can request to expire the CS Request. 1.53 Transition CS Request to Expire Status Actor/Role: C2M(CCB) Description: The CS Request will be transitioned to Expire Status. All the entities within the CS Request will then be Discarded. 1.54 Request Transition to Activate CS Request Actor/Role: CSR or Authorized User Description: After the review, the CSR or Authorized User can request to activate the CS Request. 1.55 Transition CS Request to Activate Status Actor/Role: C2M(CCB) Description: The CS Request will transition from a Pending to an Activated Status. Available Plug-In(s) Business Object 1.56 Set Activation Date Actor/Role: C2M(CCB) Description: The Activation Date will be set on the CS Request. Available Plug-In(s) Business Object

C1-CHGREQINF - Contract Change Request Information C1-VALCHGREQ - Contract Change Request Root Validation


C1-SETACTDT - Set Activation Date




1.57 3.3.1.1a C2M Establish Person and/or Account for Customer Service Request Actor/Role: C2M(CCB) Description: The CS Request Person will be transitioned to the Process state to create a Person. Refer to ‘3.3.1.1a C2M Establish Person and/or Account for Customer Service Request’ process for more details. Available Plug-In(s) Business Object 1.58 3.3.1.1a C2M Establish Person and/or Account for Customer Service Request Actor/Role: C2M(CCB) Description: The CS Request Account will be transitioned to the Process state to create an Account. Refer to ‘3.3.1.1a C2M Establish Person and/or Account for Customer Service Request’ process for more details. Available Plug-In(s) Business Object 1.59 5.1.5.1a C2M.Manage Metered Site Actor/Role: C2M(CCB) Description: If the premise defined in the CS Request Premise already exists, the CS Request Premise will be transitioned to the Process state to update the existing Premise. Refer to ‘5.1.5.1a C2M.Manage Metered Site’ process for more details. Available Plug-In(s) Business Object

C1-TRAPERCRQ - Process Customer Service Request persons to Add/Update Persons

C1-ContractChangeReqPersonRoot (Contract Change Request Person Root) C1-ChangeContChangeRequest (Change Contract)

C1-TRAACCCRQ - Process Customer Service Request Accounts to Add/Update Account

C1-ContractChngeReqAccountRoot (Contract Change Request Account Root) C1-ChangeContChangeRequest (Change Contract)

C1-TRAPRECRQ - Process Customer Service Request Premises to Update Premise

C1-ContractChngeReqPremiseRoot (Contract Change Request Premise Root) C1-ChangeContChangeRequest (Change Contract)



1.60 3.3.2.5 C2M.Maintain Consumer Contracts Actor/Role: C2M(CCB) Description: The CS Request Contract will be transitioned to the Process state to create a Consumer Contract. Refer to ‘3.3.2.5 C2M.Maintain Consumer Contracts’ process for more details. Available Plug-In(s) Business Object 1.61 3.3.2.5 C2M.Maintain Consumer Contracts Actor/Role: C2M(CCB) Description: The CS Request Contract Product(s) will be transitioned to the Process state to create Consumer Contract Product(s). Refer to ‘3.3.2.5 C2M.Maintain Consumer Contracts’ process for more details. Available Plug-In(s) Business Object 1.62 Transition CS Request to Activation Error Status Actor/Role: C2M(CCB) Description: If there are any errors encountered during the processing of the CS Request Person, CS Request Account, Cs Request Premise, Cs Request Contract or CS Request Contract Product, the CS Request will transition to an Activation Error status. 1.63 Create To Do Entry Actor/Role: C2M(CCB) Description: When the CS Request transitions to the Activation Error status, it will create a To Do for Customer Service Request. Available Plug-In(s)

C1-TRACONCRQ - Process Customer Service Request Contracts to Add/Update Contracts

C1-ContractChangeReqContRoot (Contract Change Request Contract Root) C1-ChangeContChangeRequest (Change Contract)

C1-TRAPROCRQ - Process Customer Service Request Products to Add/Update Products

C1-ContractChangeReqCnProdRoot (Contract Change Request Contract Product Root) C1-ChangeContChangeRequest (Change Contract)

C1-CSRERRTD - Create To Do for Customer Service Request



Business Object 1.64 Transition CS Request to Wait for Cooling Off Period Status Actor/Role: C2M(CCB) Description: If a Cooling Off Period has been defined on the CS Request Type, The CS Request will be transitioned to the Wait for Cooling off Period status If there is no requirement for to wait for a cooling off period, a custom algorithm can be created to transition the CS Request to the Wait for Cooling Off Period status, Wait for Other CS Request status and Activation Setup Status 1.65 Transition CS Request to Wait for Other CS Requests Status Actor/Role: C2M(CCB) Description: If the end of the cooling off period is met, the CS Request transitions to Wait for Other CS Requests status 1.66 Transition CS Request to Activation Setup Status Actor/Role: C2M(CCB) Description: The CS Request is transitioned to the Activation Setup status. 1.67 Review Activate Status Actor/Role: CSR or Authorized User Description: If the custom auto transition to wait for cooling off period is not configured, the CSR or Authorized User can review the CS Request which will currently be in Activate status and determine whether to transition the CS Request to the following statuses:

- Wait for Cooling Off Period - Wait for Other CS Requests - Opting Out - Wait for Modification/Withdrawal Requests - Cancel

1.68 Request Transition to Wait for Cooling Off Period Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to transition the CS Request to Wait for Cooling Off Period status. 1.69 Request Transition to Wait for Other CS Requests Status




Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to transition the CS Request to Wait for Other CS Requests status. 1.70 Request Transition to Opting Out Status Actor/Role: CSR or Authorized User Description: If the customer decides to opt out of the new service request, the CSR or Authorized User can request to transition the CS Request to the Opting Out status. 1.71 Transition CS Request to Opting Out Status Actor/Role: C2M(CCB) Description: The CS Request will transition to Opting Out status. 1.72 Opt out of Alteration Actor/Role: C2M(CCB) Description: The CS Request is checked to determine if it can be transitioned to the Opting Out Status or automatically transition back to the Activate status if an alteration to the CS Request Contract, CS Request Contract Product or CS Request Service Location exists Available Plug-In(s) Business Object 1.73 Request Transition to Wait for Modification/Withdrawal Requests Actor/Role: CSR or Authorized User Description: As part of the preprocessing of the CS Request when a product becomes ineligible, the CSR or Authorized User can request to transition the CS Request to Wait for Modification/Withdrawal Requests status. 1.74 Transition CS Request to Wait for Modification/Withdrawal Requests Status Actor/Role: C2M(CCB) Description: The CS Request will transition to Wait for Modification/Withdrawal Requests status. 1.75 Request Transition to Cancel CS Request Actor/Role: CSR or Authorized User

C1-OPTOUT - Opting Out of Alteration




Description: The CSR or Authorized User can request to transition the CS Request to Cancelled status. 1.76 Transition CS Request to Cancelled Status Actor/Role: C2M(CCB) Description: The CS Request will transition to Cancelled status. 1.77 Review Opting Out Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can review the CS Request in Opting Out status and transition the CS Request to the Opted Out status or return back to the Activated Status 1.78 Request Transition to Opted Out Of Alteration Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to transition the CS Request to the Opted Out status. 1.79 Transition CS Request to Opted Out Status Actor/Role: C2M(CCB) Description: The CS Request will transition to Opted Out status. 1.80 Request Transition to Activate CS Request Actor/Role: CSR or Authorized User Description: If the CSR or Authorized User decides not to Opt Out, the user can proceed the return the CS Request to the Activate status by requesting to transition the CS Request to Activate status. 1.81 Wait for Cooling off period Expiry Actor/Role: C2M(CCB) Description: The CS Request monitors the cooling off period expiry. If the cooling period expires, it will transition to the next default status. Available Plug-In(s)

C1-CHKCOOLOF Check CS Request Cooling Off End Date/Time

C1-ContractChangeRequest (Contract Change Request Root)



Business Object Background Process 1.82 Review Cooling off Period Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can review the CS Request in Cooling off Period status and determine whether to transition the CS Request to the following statuses:

- Wait for Other CS Request - Wait for Modification/Withdrawal Requests - Opting Out - Cancel

1.83 Request Transition to Wait for Other CS Request Actor/Role: CSR or Authorized User Description: While the CS Request is in Cooling off Period status, the CSR or Authorized User can bypass the Cooling Off Period and request to transition the CS Request to Wait for Other CS Request status. 1.84 Request Transition to Wait for Modification/Withdrawal Requests Actor/Role: CSR or Authorized User Description: While the CS Request is in Cooling off Period status, as part of the preprocessing of the CS Request when a product becomes ineligible, the CSR or Authorized User can bypass the Cooling Off Period and request to transition the CS Request to Wait for Modification/Withdrawal Requests status. 1.85 Request Transition to Opting Out Status Actor/Role: CSR or Authorized User Description: While the CS Request is in Cooling off Period status, if the customer decides to opt out of the new service request, the CSR or Authorized User can request to transition the CS Request to Opting Out status. 1.86 Request Transition to Cancel CS Request Actor/Role: CSR or Authorized User Description: While the CS Request is in Cooling off Period status, the CSR or Authorized User can request to transition the CS Request to Cancel status.

C1-ChangeContChangeRequest (Change Contract)

F1-GEN-BOMON - Transition to Default Next Status (Script)



1.87 Wait for Other CS Request(s) Actor/Role: C2M(CCB) Description: The CS Request monitors whether there are other CS Requests in progress. If there are no other CS Requests, it will transition to the next default status. Available Plug-In(s) Business Object Background Process 1.82 Review Wait for Other CS Request(s) Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can review the CS Request in Wait for Other CS Request(s) status and determine whether to transition the CS Request to the following statuses:

- Wait for Modification/Withdrawal Requests - Activation Setup - Cancel

1.89 Request Transition to Wait for Modification/Withdrawal Requests Actor/Role: CSR or Authorized User Description: While the CS Request is in Wait for Other CS Request(s) status, as part of the preprocessing of the CS Request when a product becomes ineligible, the CSR or Authorized User can request to transition the CS Request to Wait for Modification/Withdrawal Requests status. 1.90 Request Transition to Activation Setup Actor/Role: CSR or Authorized User Description: While the CS Request is in Wait for Other CS Request(s) status, the CSR or Authorized User can bypass the Wait for Other CS Requests status if there are no other associated CS Requests and request to transition the CS Request to Activation Setup status. 1.91 Request Transition to Cancel CS Request Actor/Role: CSR or Authorized User Description: While the CS Request is in Wait for Other CS Request(s) status, the CSR or Authorized User can request to transition the CS Request to Cancel status.

F1-AT-RQ - Transition to Default Next Status (Script)





1.92 5.1.5.1a C2M.Manage Metered Site Actor/Role: C2M(CCB) Description: As a part of Activation Setup, the CS Request Premise will be transitioned to the Process status to add the Premise. Refer to ‘5.1.5.1a C2M.Manage Metered Site’ process for more information. Available Plug-In(s) Business Object 1.93 Apply On Activation Add Contract Rules Actor/Role: C2M(CCB) Description: If there are ‘On Activation – Add’ Contract Rules configured, they will be applied here during the Activation Setup process. Available Plug-In(s) Business Object Entities to Configure: 1.94 Create Contract Milestone(s) Actor/Role: C2M(CCB) Description: If there is a need to create Contract Milestone(s), they will be created here during the Activation Setup process. Available Plug-In(s)

C1-TRAPRCRQA - Process Customer Service Request Premises to Add Premise


C1-APCRLAAPR - Apply Contract Rule On Activation Add For Contract Products

C1-ConsumerContractRule (Consumer Contract Rule) C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)

Consumer Contract Rule Consumer Contract Product Consumer Contract Product Component

C1-CHKREQVAL (Check the Required Values for Milestone) C1-ADDMSRULE (Add Contract Milestone Contract Rule)

C1-CCRuleAddContMilestone (Add Contract Milestone)



Business Object Entities to Configure: 1.95 Start Non-Premise Based Service Agreement Actor/Role: C2M(CCB) Description: If there is a need to Start Non-Premise based Service Agreement(s), they will be created here during the Activation Setup process. 1.96 Apply On Activation Remove Contract Rules Actor/Role: C2M(CCB) Description: If there are ‘On Activation – Remove’ Contract Rules configured, they will be applied here during the Activation Setup process. Available Plug-In(s) Business Object Entities to Configure: 1.97 Expire Contract Milestone(s) Actor/Role: C2M(CCB) Description: If there is a need to expire Contract Milestone(s), they can be expired here during the Activation Setup process. Available Plug-In(s)


Consumer Contract Milestone Type Consumer Contract Rule Consumer Contract Product Consumer Contract Product Component

C1-APCRLARPR - Apply Contract Rule Activation Remove For Contract Products



C1-CCRuleRemoveContMilestone - Remove Contract Milestone



Business Object Entities to Configure: 1.98 Apply Service Location Remove Contract Rules for Contract Product Actor/Role: C2M(CCB) Description: If there are ‘Service Location – Remove’ Contract Rules configured, they will be applied here during the Activation Setup process. Available Plug-In(s) Business Object Entities to Configure: 1.99 Stop Service Agreement Linked to Existing Registration Point Actor/Role: C2M(CCB) Description: If it is an already an existing Registration Point but the Service Location is not related to the Registration Point, then the existing Service Agreement linked to the Registration Point will be Stopped. This is the scenario where the Registration Point has been removed from an existing Service Location (i.e. ‘Back to Back’ process) to be used for a new customer Available Plug-In(s)


Consumer Contract Milestone Type Consumer Contract Rule Consumer Contract Product Consumer Contract Product Component

C1-APPLSLREM - Apply service location remove contract rule for contract product



C1-StopCancelSvcLocSA - Stop or Cancel Service Agreement for a Service Location

C1-RegistrationPoint (Registration Point) C1-ConsumerContractRule (Consumer Contract Rule)



Business Object Entities to Configure: 2.1 Apply Service Location Add Contract Rules for Contract Product Actor/Role: C2M(CCB) Description: If there are ‘Service Location – Add’ Contract Rules configured, they will be applied here during the Activation Setup process. Available Plug-In(s) Business Object Entities to Configure: 2.2 Start Service Agreement for Existing Registration Point Actor/Role: C2M(CCB) Description: If it is an already existing Registration Point and the Service Location is related to the Registration Point, then a new Service Agreement will be Started for this existing Registration Point. This is the scenario where the new customer starts a service where the Registration Point is known (i.e. an existing customer has already registered for this supply) to start the ‘Back to Back’ process. Available Plug-In(s)


Registration Point Service Agreement Consumer Contract Rule Consumer Contract Product Consumer Contract Product Component

C1-APPLSLADD - Apply service location add contract rule for contract product

C1-CsrSvcLocMarketProcessRoot (Contract Service Location Market Process Root) C1-ConsumerContractRule (Consumer Contract Rule)


C1-CCRuleCreateSA - Create a Service Agreement

C1-RegistrationPoint (Registration Point) C1-ConsumerContractRule (Consumer Contract Rule)



Business Object Entities to Configure: 2.3 Transition CS Request to Activation Setup Error Status Actor/Role: C2M(CCB) Description: If the Activation Setup process was not successful, the CS Request will transition to Activation Setup Error status. 2.4 Create To Do Entry Actor/Role: C2M(CCB) Description: When the CS Request transitions to Activation Setup Error status, it will create a To Do for Customer Service Request. Available Plug-In(s) Business Object 2.5 Transition CS Request to Initiate Service Location Actions Status Actor/Role: C2M(CCB) Description: If the Activation Setup process was successful, the CS Request will transition to Initiate Service Location Actions status. 2.6 Initiate CS Request Service Location Processing Actor/Role: C2M(CCB) Description: The Initiate Service Location Actions status will try to start the processing for CS Request Service Location. Available Plug-In(s)


Registration Point Service Agreement Consumer Contract Rule Consumer Contract Product Consumer Contract Product Component

C1-CSRERRTD - Create To Do for Customer Service Request


C1-TRASLACRQ - Perform the related CS Request Service Locations Action



Business Object 2.7 Transition CS Request to Initiate Service Location Action Error Status Actor/Role: C2M(CCB) Description: If the CS Request Service Location processing cannot be initiated, CS Request will transition to Initiate Service Location Action Error status. 2.8 Activate CS Request Service Location(s) 5.1.5.1a C2M.Manage Metered Site Actor/Role: C2M(CCB) Description: If the CS Request Service Location processing was successfully initiated, CS Request Service Location will be transitioned from a ‘Pending’ to ‘Perform Action’ Status to start the CS Request Service Location processing. Refer to ‘5.1.5.1a C2M.Manage Metered Site’ process for more information. 2.9 Transition CS Request to Wait for Service Location Actions Status Actor/Role: C2M(CCB) Description: While the CS Request Service Location is being processed, the CS Request will transition to Wait for Service Location Actions status to wait for all CS Request Service Location(s) to be processed 2.10 Evaluate CS Request Service Location Status Actor/Role: C2M(CCB) Description: During the Wait for Service Location Actions status, the CS Request will monitor the Status of CS Request Service Locations. Available Plug-In(s) Business Object Background Process

C1-CsrSvcLocMarketProcessRoot (Contract Service Location Market Process Root) C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)

C1-TRNSCSR - Monitor and transition Customer Service Request

C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract) C1-CsrSvcLocMarketProcessRoot (Contract Service Location Market Process Root)




2.11 Transition CS Request to Completion Setup Status Actor/Role: C2M(CCB) Description: If all the CS Request Service Locations are in a ‘Final’ Status Condition, the CS Request will transition to the Completion Setup status. 2.12 Review Wait for Service Location Actions Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can review the CS Request while it is in Wait for Service Location Actions status and determine whether to transition the CS Request to the following statuses:

- Wait for Modification/Withdrawal Requests - Withdraw Waiting Service Location Actions - Notify User Modification Required - Notify Customer Modification Required - Manual Alteration - Cancel

2.13 Request Transition to Wait for Modification/Withdrawal Requests Actor/Role: CSR or Authorized User Description: While the CS Request is in Wait for Service Location Actions status, as part of the preprocessing of the CS Request when a product becomes ineligible, the CSR or Authorized User can request to transition the CS Request to Wait for Modification/Withdrawal Requests status. 2.14 Request Transition to Withdraw Waiting Service Location Actions Actor/Role: CSR or Authorized User Description: If the CSR or Authorized User determines that the CS Request Service Location Actions are no longer required, the CSR or Authorized User can request to transition the CS Request to Withdraw Waiting Service Location status. This will attempt transition all the CS Request Service Locations to a ‘Request Withdraw’ status where applicable 2.15 Transition CS Request to Withdraw Waiting Service Location Actions Status Actor/Role: C2M(CCB) Description: The CS Request will transition to Withdraw Waiting Service Location Actions status. 2.16 2.16 5.1.5.1a C2M.Manage Metered Site Actor/Role: C2M(CCB) Description:



When the CS Request transitions to Withdraw Waiting Service Location Actions status, it will pass a request to transition the associated CS Request Service Location(s) to a ‘Request Withdraw’ Status. Refer to ‘5.1.5.1a C2M.Manage Metered Site’ process for more information. 2.17 Request Transition to Notify User Modification Required Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to transition the CS Request to Notify User Modification Required status. This transition is typically performed by the CS Request Service Location when user modification is required where the CS Request Service Location is Objected, Rejected or Consumer Product is no longer eligible 2.18 Transition CS Request to Notify User Modification Required Status Actor/Role: C2M(CCB) Description: The CS Request will transition to Notify User Modification Required status. 2.19 Create To Do Notify User Modification Required Actor/Role: C2M(CCB) Description: When the CS Request transitions to Notify User Modification Required status, it will create a To Do. Available Plug-In(s) Business Object Entities to Configure: Background Process 2.20 Request Transition to Notify Customer Modification Required Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to transition the CS Request to Notify Customer Modification Required status. This transition is typically performed by the CS Request Service Location when customer modification is required where the CS Request Service Location is Objected, Rejected or Consumer Product is no longer eligible 2.21 Transition CS Request to Notify Customer Modification Required Status Actor/Role: C2M(CCB)

C1-NTUSRMODR - Notify User Modification is Required


To Do Type To Do Role




Description: The CS Request will transition to Notify Customer Modification Required status. 2.22 Notify Customer Modification Required Actor/Role: C2M(CCB) Description: In order to notify the customer, either a Customer Contact or a Notification can be created. Available Plug-In(s) Business Object Entities to Configure: Background Process 2.23 3.4.1.1 C2M.Manage Customer Contacts Actor/Role: C2M(CCB) Description: In order to notify the customer using a customer contact, refer to ‘3.4.1.1 C2M.Manage Customer Contacts’ process. 2.24 Request Transition to Manual Alteration Actor/Role: CSR or Authorized User Description: When a CSR or Authorized User is notified through a To Do that a modification is required, once the modifications have been performed, the CSR or Authorized User can request to transition the CS Request to Manual Alteration status. 2.25 Transition CS Request to Manual Alteration Status Actor/Role: C2M(CCB) Description: The CS Request will transition to Manual Alteration status.

C1-NTCUSTMOD - Notify Customer Modification is Required


Customer Contact Type Customer Contact Class Notification Type




Available Plug-In(s) Business Object 2.26 Reset Modification Wait Details Actor/Role: C2M(CCB) Description: This algorithm type is used to reset the elements used in the wait for modification processing: -Modification Wait Until Date/Time -Modification To Do Entry Created -Modification Customer Notification Sent status. Available Plug-In(s) Business Object 2.27 Request Transition to Cancel CS Request Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to transition the CS Request to a Cancelled status. 2.28 Evaluate Contract Product Component Rules Actor/Role: C2M(CCB) Description: When the CS Request is in Completion Setup Status, the system evaluates the Consumer Contract Product and Consumer Contract Product Component Contract eligibility criteria in order to determine if the Consumer Contract Product is still valid for the CS Request Service Location(s) that were processed 2.29 Apply On Completion Add Contract Rules Actor/Role: C2M(CCB)

C1-RSTMODWT - Reset Modification Wait Details C1-ConAltPre Basic Contract Alteration UI Map Pre-Processing C1-CSRequestAlteration Customer Service Request Contract Product Details C1-ConAltPos Basic Contract Alteration UI Map Post-Processing


C1-RSTMODWT - Reset Modification Wait Details




Description: If there are ‘On Completion – Add’ Contract Rules configured, they will be applied here during the Completion Setup process. Available Plug-In(s) Business Object Entities to Configure: Background Process 2.30 4.1.1.1 C2M.CCB.v2.6.Manage Adjustment and Adjustment Approval Actor/Role: C2M(CCB) Description: If there is a need to create Adjustments, an Adjustment will be created by the configured Contract Rule. For more information refer to ‘4.1.1.1 C2M.CCB.Manage Adjustment and Adjustment Approval’ process. Business Object Entities to Configure: 2.31 Apply On Completion Remove Contract Rules Actor/Role: C2M(CCB) Description: If there are ‘On Completion – Remove’ Contract Rules configured, they will be applied here during the Completion Setup process.

C1-APCRLCAPR - Apply Contract Rule Completion Add For Contract Products




C1-AdjustmentType (Adjustment Type - Main Details) C1-Adjustment (Adjustment) C1-AdjustmentApprovalProfile (Adjustment Approval Profile)

Adjustment Type Approval Profile



Available Plug-In(s) Business Object Entities to Configure: Background Process 2.32 4.1.1.1 C2M.CCB.v2.6.Manage Adjustment and Adjustment Approval Actor/Role: C2M(CCB) Description: Removal of contract rules may create adjustments. For more information refer to ‘4.1.1.1 C2M.CCB.Manage Adjustment and Adjustment Approval’ process. Business Object Entities to Configure: 2.33 3.3.2.5 C2M.Maintain Consumer Contracts Actor/Role: C2M(CCB) Description: If all the Consumer Contract Products are Cancelled, the Consumer Contract will be cancelled. Please refer to the ‘3.3.2.5 C2M.Maintain Consumer Contracts’ process. Available Plug-In(s)

C1-APCRLCRPR - Apply Contract Rule Completion Remove For Contract Products




C1-AdjustmentType (Adjustment Type - Main Details) C1-Adjustment (Adjustment) C1-AdjustmentApprovalProfile (Adjustment Approval Profile)

Adjustment Type Approval Profile

C1-CANCONSL - Cancel New Contract if no Service Location



Business Object Background Process 2.34 Create ‘Change’ CS Request Actor/Role: C2M(CCB) Description: If the previous customer was ‘Forced move out’, i.e. a ‘Back to Back’ has occurred, a ‘Change’ CS Request will be created for the previous customer to stop the CS Request Service Location(s) and end the Consumer Contract and Consumer Contract Product(s). If there is a need to change the Consumer Contract Product to the Intended Consumer Contract Product, a ‘Change CS Request’ will be created. This typically occurs when a specific Consumer Contract Product must be processed initially in order for the Intended Consumer Contract Product to be allowed to be processed Available Plug-In(s) Business Object Background Process 2.35 Transition CS Request to Completion Setup Error Status Actor/Role: C2M(CCB) Description: If there are any issues during the Completion Setup process, the CS Request will transition to Completion Setup Error status. 2.36 Transition CS Request to Completed Status Actor/Role: C2M(CCB)

C1-ContractChangeReqContRoot (Contract Change Request Contract Root) C1-ContrctChangeReqContBasic (Contract Change Request Contract Basic)


CM-CHKELGFMC - Check Eligibility of Forced Move Out Contracts CM-CRCSRINPR - Create a CS Request to change to the intended Product

C1-ContractChangeReqContRoot (Contract Change Request Contract Root) C1-ContrctChangeReqContBasic (Contract Change Request Contract Basic)




Description: If there no issues during the Completion Setup process, the CS Request will transition to Completed status. 2.37 Wait for Modification and Withdrawal Requests Actor/Role: C2M(CCB) Description: During this status, the CS Request waits until a specified modification wait period for all withdrawal requests to be complete, it will then transition the CS Request to the next default state. Available Plug-In(s) Business Object Background Process 2.38 Transition CS Request to Automatic Modification Status Actor/Role: C2M(CCB) Description: If the modification wait period expires, the CS Request transitions to the Automatic Modification status. 2.39 Review Wait for Modification/Withdrawal Requests Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can review the CS Request in Wait for Modification/Withdrawal Requests status and determine whether to transition the CS Request to the following statuses:

- Automatic Modification - Manual Alteration - Withdraw Waiting Service Location Actions - Notify User Modification Required - Notify Customer Modification Required - Cancel

2.40 Request Transition to Automatic Modification Actor/Role: CSR or Authorized User Description:

C1-WTMDWTHRQ - Wait for Modification and Withdrawal Requests





The CSR or Authorized User can bypass the modification wait period and request to transition the CS Request to Automatic Modification status. 2.41 Modify Contract Products for Action Issues Actor/Role: C2M(CCB) Description: This algorithm modifies the Customer Service Request to accommodate the impact of the market process having failed or a won registration point's metering being different from expected. The algorithm supports action issues related to Registration Points. Available Plug-In(s) Business Object Background Process 2.42 Transition CS Request to Automatic Modification Error Status Actor/Role: C2M(CCB) Description: If Automatic Modification is not successful, the CS Request will transition to Automatic Modification Error status. 2.43 Mark and Request Cancel Ineligible CS Request Contract Product Actor/Role: CSR or Authorized User Description: When an ineligible Consumer Product is encountered, the CSR or Authorized User can mark the CS Request Contract Product as cancelled and request to cancel the Ineligible CS Request Contract Product. 2.44 Request Update to Cancel CS Request Contract Product Actor/Role: CSR or Authorized User Description: The CSR or Authorized User requests an update to process the Cancelled CS Request Contract Product. 2.45 3.3.2.5 C2M.Maintain Consumer Contracts Actor/Role: C2M(CCB) Description: Refer to ‘3.3.2.5 C2M.Maintain Consumer Contracts’ process. 2.46 Create CS Request Contract Product for New Eligible Contract Product Actor/Role: CSR or Authorized User

C1-MODCPAI - Modify Contract Products for action issues





Description: Once the ineligible Consumer Contract Product is cancelled, the CSR or Authorized User can create a new CS Request Contract Product for New Eligible Contract Product in a Pending status 2.47 Request Add CS Request Contract Product Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can Request Add CS Request Contract Product. 2.48 Add Service Location 5.1.5.1a C2M.Manage Metered Site Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can add a CS Request Service Location to the CS Request if required for a CS Request Contract Product. Refer to ‘5.1.5.1a C2M.Manage Metered Site’ process for more details. 2.49 Request Transition to Manual Alteration Actor/Role: CSR or Authorized User Description: Once all of the user modifications are complete, the CSR or Authorized User can Request Transition to Manual Alteration. Available Plug-In(s) Business Object 2.50 Complete To Do Entry Actor/Role: C2M(CCB) Description: During the Manual Alteration Status, after the Reset Modification Wait Details, the To Do entry will be Completed. Available Plug-In(s)

C1-UPDATEALT - Update Customer Service Request Alteration Switch C1-ConAltPre Basic Contract Alteration UI Map Pre-Processing C1-CSRequestAlteration Customer Service Request Contract Product Details C1-ConAltPos Basic Contract Alteration UI Map Post-Processing C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)

F1-TODOCOMPL - Generic To Do Completion



Business Object 2.51 Request Transition to Withdraw Waiting Service Location Actions Actor/Role: CSR or Authorized User Description: If the CSR or Authorized User determines that the CS Request Service Location Actions are no longer required, the CSR or Authorized User can request to transition the CS Request to Withdraw Waiting Service Location status. This will attempt transition all the CS Request Service Locations to a ‘Request Withdraw’ status where applicable 2.52 Request Transition to Notify User Modification Required Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to transition the CS Request to Notify User Modification Required status. This transition is typically performed by the CS Request Service Location when user modification is required where the CS Request Service Location is Objected, Rejected or Consumer Product is no longer eligible 2.53 Request Transition to Notify Customer Modification Required Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to transition the CS Request to Notify Customer Modification Required status. This transition is typically performed by the CS Request Service Location when customer modification is required where the CS Request Service Location is Objected, Rejected or Consumer Product is no longer eligible 2.54 Request Transition to Cancel CS Request Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to transition the CS Request to Cancelled status. 2.55 Review Activation Error Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can review the CS Request in Activation Error status and determine whether to transition the CS Request to the following statuses:

- Activate - Wait for Modification /Withdrawal Requests - Opting Out - Cancel




2.56 Request Transition to Activated Actor/Role: CSR or Authorized User Description: While the CS Request is in Activation Error status, the CSR or Authorized User can request to transition the CS Request back to the Activated status. 2.57 Request Transition to Wait for Modification/Withdrawal Requests Actor/Role: CSR or Authorized User Description: While the CS Request is in Activation Error status for a modification to the CS Request, the CSR or Authorized User can request to transition the CS Request to Wait for Modification/Withdrawal Requests status. 2.58 Request Transition to Opting Out Status Actor/Role: CSR or Authorized User Description: If a customer requests to opt out of the new service request, the CSR or Authorized User can request to transition the CS Request to Opting Out status. 2.59 Request Transition to Cancel CS Request Actor/Role: CSR or Authorized User Description: While the CS Request is in Activation Error status, the CSR or Authorized User can request to transition the CS Request to Cancelled status. 2.60 Review Activation Setup Error Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can review the CS Request in Activation Setup Error status and determine whether to transition the CS Request to the following statuses:

- Activation Setup - Wait for Modification /Withdrawal Requests - Cancel

2.61 Request Transition to Activation Setup Actor/Role: CSR or Authorized User Description: While the CS Request is in Activation Setup Error status, the CSR or Authorized User can request to transition the CS Request back to the Activation Setup status. 2.62 Request Transition to Wait for Modification/Withdrawal Requests Actor/Role: CSR or Authorized User Description: While the CS Request is in Activation Setup Error status for a modification to the CS Request, the CSR or Authorized User can request to transition the CS Request to Wait for Modification/Withdrawal Requests status.



2.63 Request Transition to Cancel CS Request Actor/Role: CSR or Authorized User Description: While the CS Request is in Activation Setup Error status, the CSR or Authorized User can request to transition the CS Request to Cancelled status. 2.64 Review initiate Service Location Action Error Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can review the CS Request in Initiate Service Location Action Error status and determine whether to transition the CS Request to the following statuses:

- Initiate Service Location Actions - Wait for Modification /Withdrawal Requests - Cancel

2.65 Request Transition to Initiate Service Location Actions Actor/Role: CSR or Authorized User Description: While the CS Request is in Initiate Service Location Actions Error status, the CSR or Authorized User can request to transition the CS Request back to the Initiate Service Location status. 2.66 Request Transition to Wait for Modification/Withdrawal Requests Actor/Role: CSR or Authorized User Description: While the CS Request is in Initiate Service Location Action Error status for a modification to the CS Request, the CSR or Authorized User can request to transition the CS Request to Wait for Modification/Withdrawal Requests status. 2.67 Request Transition to Cancel CS Request Actor/Role: CSR or Authorized User Description: While the CS Request is in Initiate Service Location Actions Error status, the CSR or Authorized User can request to transition the CS Request to Cancelled status. 2.68 Review Completion Setup Error Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can review the CS Request in Completion Setup Error status and determine whether to transition the CS Request to the following statuses:

- Completion Setup - Cancel



2.69 Request Transition to Completion Setup Actor/Role: CSR or Authorized User Description: While the CS Request is in Completion Setup Error status, the CSR or Authorized User can request to transition the CS Request back to the Completion Setup status. 2.70 Request Transition to Cancel CS Request Actor/Role: CSR or Authorized User Description: While the CS Request is in Completion Setup Error status, the CSR or Authorized User can request to transition the CS Request to Cancelled status. 2.71 Review Automatic Modification Error Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can review the CS Request in Automatic Modification Error status and determine whether to transition the CS Request to the following statuses:

- Automatic Modification - Wait for Modification /Withdrawal Requests - Cancel

2.72 Request Transition to Automatic Modification Status Actor/Role: CSR or Authorized User Description: While the CS Request is in Automatic Modification Error status, the CSR or Authorized User can request to transition the CS Request to Automatic Modification status. 2.73 Request Transition to Wait for Modification/Withdrawal Requests Actor/Role: CSR or Authorized User Description: While the CS Request is in Automatic Modification Error status for a modification to the CS Request, the CSR or Authorized User can request to transition the CS Request to Wait for Modification/Withdrawal Requests status. 2.74 Request Transition to Cancel CS Request Actor/Role: CSR or Authorized User Description: While the CS Request is in Automatic Modification Error status, the CSR or Authorized User can request to transition the CS Request to Cancelled status. 2.75 Review CS Request Related Entities Actor/Role: CSR or Authorized User Description:



The CSR or Authorized User must review the CS Request Related Entities when the CS Request has been cancelled 2.76 Request Discard CS Request Person(s) Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to discard the CS Request Person(s). 2.77 3.3.1.1a C2M Establish Person and/or Account for Customer Service Request Actor/Role: CSR or Authorized User Description: Refer to ‘3.3.1.1a C2M Establish Person and/or Account’ process. 2.78 Request Discard CS Request Account(s) Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to discard the CS Request Account(s). 2.79 3.3.1.1a C2M Establish Person and/or Account for Customer Service Request Actor/Role: CSR or Authorized User Description: Refer to ‘3.3.1.1a C2M Establish Person and/or Account’ process. 2.80 Request Discard CS Request Premise(s) Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to discard the CS Request Premise(s). 2.81 5.1.5.1a C2M.Manage Metered Site Actor/Role: CSR or Authorized User Description: Refer to ‘5.1.5.1a C2M.Manage Metered Site’ process. 2.82 Request Discard CS Request Contract(s) Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to discard the CS Request Contract(s). 2.83 5.1.5.1a C2M.Manage Metered Site Actor/Role: CSR or Authorized User Description:



Refer to ‘5.1.5.1a C2M.Manage Metered Site’ process. 2.84 Request Discard CS Request Product(s) Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to discard the CS Request Contract Product(s). 2.85 3.3.2.5 C2M.Maintain Consumer Contracts Actor/Role: CSR or Authorized User Description: Refer to ‘3.3.2.5 C2M.Maintain Consumer Contracts’ process. 2.86 Request Discard CS Request Service Location(s) Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to discard the CS Request Service Location(s). 2.87 5.1.5.1a C2M.Manage Metered Site Actor/Role: CSR or Authorized User Description: Refer to ‘5.1.5.1a C2M.Manage Metered Site’ process. 2.88 3.4.1.1 C2M.Manage Customer Contacts Actor/Role: CSR or Authorized User Description: Refer to ‘3.4.1.1 C2M.Manage Customer Contacts’ process.



Test Documentation related to the Current Process

ID Document Name Test Type



Document Control Change Record

57

Date Author Version Change Reference

06/15/’2020 Jeremy Quan Initial Draft

06/25/2020 Angus MacKenzie Review, comments 07/07/2020 Jeremy Quan Updates applied. Implemented latest

recommendations 08/04/2020 Galina Polonsky Minor updates, Reviewed, Approved



Attachments Customer Service Request:

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