Level 1 Courses

Introduction to the Customer Management & Billing (CMB) System

Course Number CO101

Course Description

This course is designed to instruct new users of the Customer Management & Billing (CMB) System to perform general functions common to a new user. It may also be helpful to a user who received instruction in the past who has not been actively involved with CMB for a period of time. Users completing this course will achieve a basic understanding of the common navigational and presentation functionality throughout the system.

Learning objectives

  • log into the CMB system
  • access the account window
  • identify the shortcuts bar
  • identify the Windows toolbar
  • identify the user toolbar
  • identify transactions, consumption analysis,
  • statement, services and other tabs on the account window
  • search for an account by entering the location ID
  • search for an account using find-extend functionality
  • identify account window tab information
  • ·navigate to inquiry and action windows from the account window
  • determine the route and tariff for the service connections on an account
  • ·navigate to the windows to view and set up customer records
  • identify legacy account numbers
  • reprint a statement
  • identify the current and past-due balances for an account
  • access account information for prior customers at the service location
  • review the customer record for current, future and prior customers at the service location
  • log out of the CMB system

Contact Hours

8

Prerequisite

none

 

 

Level 2 Courses

Service Orders

Course Number CO201

Course Description

This course is designed to instruct the user how to initiate and complete service orders for existing or new service locations. Users will also navigate to open and historical service orders to determine the status of the service orders on an account. Associated tasks such as creating deposits, adding memberships and charging initial service fees will be trained during the creation phase. Activities such as entering reads, applying deposits, and creating final bills will be discussed as part of the completion phase.

Learning objectives

  • access the service order entry window
  • identify the two main sections of the service order entry window
  • identify the various request IDs used by the utility
  • determine the need for a move-in customer ID
  • identify the difference between a transfer service order and a service order that does not result in a transfer of the current customer out of the location
  • create a transfer service order
  • create a non-transfer service order
  • create a service order for a move-in customer that already exists in CMB
  • create a service order for a move-in customer that does not exist in CMB and must be created as part of the service order initiation process
  • identify tasks that are to be completed during the initiation process and those that will be completed when the service order is closed
  • differentiate between tasks that require an additional screen for completion and those that can be marked as done without other system activity from within the service order
  • generate a service order printout (on screen)
  • print a hard copy of the service order
  • view the other tab of the account window and launch an open or closed service order
  • create a new location for a service address that does not exist
  • create a new customer from the account window, if applicable
  • identify the incomplete tasks on an open service order
  • identify the information on a service order printout needed to complete service order tasks
  • differentiate between tasks that require an additional screen for completion and those that can be marked as done without other system activity from within the service order
  • enter readings for service orders that require a transfer of the location from one customer to another
  • apply or inactivate deposits for move-out customers
  • calculate and print final bills for move-out customers
  • view the other tab of the account window and confirm the history status of a service order
  • change connection information for tariffs, tax rates or other information that may require updating due to the transfer of a location from one customer to another
  • add or remove connections for new or disconnected services

Contact Hours

24

Prerequisite

CSA Academy CO101

 

 

Collections Processes

Course Number CO202

Course Description

This course will offer instruction to CMB users who take action in CMB for delinquent accounts. This activity may begin as early as the day after a due date and may end after notifications to customers and ultimately writing accounts off as a bad debt. This is a generic class with basic concepts for those that utilize Orbit CMB in different manners.

Learning objectives

  • determine the appropriate time to run the penalty process
  • understand the impact of running the penalty process later than the morning after the due date
  • access the one-time-charge-penalty/discount-adjustment window
  • run the penalty process by the appropriate option (due date, route, etc.)
  • review the list of penalties generated by running the penalty process
  • post the batch of PNLT documents
  • generate a list of customers to receive late notices
  • export the late notice file and notify CSA that the file has been created
  • confirm the list of customers receiving a late notice
  • generate a disconnect list based on the routes for a control
  • delete accounts that do not need to appear on the disconnect list
  • print copies of the disconnect list
  • confirm the disconnect list to generate service orders
  • complete service orders to update customer credit ratings and/or move customers out of service locations
  • run a final aged trial balance to determine if any past due balances can be transferred to other accounts
  • perform a write-off to move the account balances into the bad debt system
  • search for customers in the bad debt system
  • take payments in the bad debt system
  • generate reports associated with activity in the bad debt system
  • reinstate amounts written off as bad debt to active CMB accounts

Contact Hours

6

Prerequisite

CSA Academy CO101

 

 

Meter Reading, Handheld Activities and Equipment Inventory

Course Number CO203

Course Description

Attendees of this course will learn how to load and unload handheld meter reading devices or how to gather meter reading information from non-handheld sources. The AQEMR system will be used to import and export accounts and readings from CMB to the reading source (MVRS or other system). Exception reports and error resolution will also be addressed. Users will learn to add meters and non-metered equipment to inventory individually or in bulk, review records for existing equipment, retire metes and change equipment attributes.

Learning objectives

  • access AQEMR and MVRS
  • import and export routes
  • review unposted batches in CMB
  • make adjustments to unposted read documents in CMB
  • post meter reading batches in CMB
  • generate reading exception reports (SS01)
  • add a meter to inventory individually, through mass entry or via a data import
  • add non-metered equipment to inventory
  • update existing meters and non-metered equipment
  • retire a meter

Contact Hours

8

Prerequisite

CSA Academy CO101

 

 

SmartList Builder (Basic)

Course Number CO204

Course Description

SmartList Builder is a Microsoft Dynamics GP add-on that allows you to create user specified SmartList reports within GP. It can be utilized across all areas of GP (i.e. payroll, purchasing, financial, CMB etc.)

Learning objectives

  • Locating Data
  • Basic Relational Database Information
  • using SmartList Builder
  • tables
  • fields
  • additional linked tables
  • go-to’s
  • field restrictions
  • SmartList options
  • security

Contact Hours

4

Prerequisite

Some basic knowledge of locating needed data

 

 

SmartList Queries

Course Number CO205

Course Description

This course is designed to instruct CMB users how to access and adjust existing SmartList queries. The broad queries provided on each CMB server can be narrowed with search criteria, saved as favorites and linked to the CMB homepage as reminders to offer efficiency to SmartList users. Query results can be exported to Word or Excel and can then be used to generate graphs, letters or other items available from these external software applications

Learning objectives

  • access the SmartList
  • generate results from an existing query
  • locate subqueries on the SmartList
  • identify home page reminders linked to SmartList queries
  • apply search criteria to limit query results
  • sort query results
  • save a query as a favorite
  • save a query as a favorite and a reminder
  • navigate to the account window from query results
  • export query results to Excel or Word
  • use exported results to create a mail-merge document

Contact Hours

8

Prerequisite

CSA Academy CO101

 

 

Basic Skills and Daily CMB Activities

Course Number CO206

Course Description

Attendees of this course will be able to create, display, and remove/void a variety of documents and information associated with customer accounts. Regular processes such as bank drafts and updating customer records will be addressed. Maintaining account information such as contribution programs, phone number, mailing addresses, payment arrangements and special handling messages will be trained from the creation, display and removal perspective.

Learning objectives

  • access a customer record
  • add or remove information such as bank accounts, Social Security numbers, birth dates, phone numbers, online user names and passwords, and spouse information
  • create a new mailing address for an existing customer
  • add a special handling message to an account
  • view active and historical special handling messages
  • move a special handling message to history
  • run the EFT process for bank draft payments
  • void a document
  • process a payment as a returned check
  • create miscellaneous charges
  • create manual payments that do not originate from the cashiering system
  • create credit memos
  • set up a customer on a special payment arrangement
  • review active and historical special payment arrangements
  • terminate a special payment arrangement
  • set up and remove accounts from levelized/budget billing
  • create a loan
  • take a prepayment for a loan
  • add and remove accounts on round-up or fixed-amount contribution programs

Contact Hours

24

Prerequisite

CSA Academy CO101

 

 

CMB Balancing, Auditing and Control Procedures

Course Number CO208

Course Description

The office manager will receive the necessary skills to monitor office procedures for accuracy and effectiveness.

Learning objectives

  • responsibilities of office manager/customer service Supervisor
  • balancing daily reports
  • source documents

Contact Hours

6

Prerequisite

CSA Academy CO101

 

 

Level 3 Courses

Billing

Course Number CO301

Course Description

This course will provide instruction in preparing accounts for billing, calculating bills, resolving billing issues, generating export files for a print vendor, and posting bill batches. Subsequent reporting activities will also be discussed to allow the user to review billing activity in various formats. Voiding and rebilling accounts will also be discussed for same-month adjustments.

Learning objectives

  • run the loan update process
  • determine if readings are available in open status for bill generation
  • create a bill batch for a cycle or route
  • calculate billing for a cycle or route
  • generate bill error lists
  • resolve billing errors
  • identify the steps in the bill release process
  • export bill batches
  • communicate with the CSA billing team
  • post bill batches
  • generate reports for route revenue, unbilled locations, etc.
  • void and rebill an account
  • set up and review demand contract information
  • add, remove and edit billing messages for all or groups of statements

Contact Hours

8

Prerequisite

CSA Academy CO203

 

 

SmartList Builder (Advanced)

Course Number CO304

Course Description

This is an in-depth look SmartList Builder and the GP Database. This course is a follow-up to the basic course and requires some basic understanding of SmartList Builder.

Learning objectives

  • Locating Data (Advanced including Resource Description Lookup)
  • In-depth Relational Database Information
  • using SmartList Builder
  • tables
  • views
  • custom SQL views
  • table\view security
  • SmartList options
  • field options
  • calculated fields
  • importing and exporting SmartList reports
  • security

Contact Hours

TBD

Prerequisite

CSA Academy CO204

Users Conference

Orbit CMB User Conference

Course Number CO401

Course Description

This is an in-depth look at the Orbit CMB.system.

Learning objectives

  • System changes
  • New features
  • Do's and dont's
  • Rates/billing options
  • Reports and Smartlists
  • Adjustments
  • Collections
  • Best practices
  • Features in development

Contact Hours

TBD

Prerequisite

Familiarity with the Orbit CMB system

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