CPS ENERGY Customer Portal USER GUIDE. August 2017

CPS ENERGY Customer Portal USER GUIDE August 2017

1 CPSE Customer Portal User Guide 3 1.1 Customer Portal Overview 3 1.2 Customer Requesting a Project Requiring an Address (Residential Service) 8 1.3 Customer Requesting a Temporary Service 16 1.4 Customer Requesting a Project Not Requiring an Address (Subdivision) 24 1.5 Project Tasks 30 1.6 Viewing Work Requests 33 1.7 Customer Adding / Displaying Comments 35 1.8 Customer Adding / Displaying Attachments 37 1.9 Customer Adding / Displaying Contacts 38 1.10 Customer Search Options 41 1.11 Customer Contact & Help 42 1.12 Customer Update/Edit Profile 43 1.13 Log Out 44 1.14 Request Access Via Online Form 45 1.15 Request Access Via E-mail 47 1.16 Forgot Username/Password 48 1.17 Contact Customer Engineering 49 2

1 CPSE Customer Portal User Guide 1.1 Customer Portal Overview NAVIGATION Tool-Bar 1. Links to CPSE Home Page (https://www.cpsenergy.com/en.html) (if you are not signed in to the Customer Portal) 2. Site Home 3. Create New Request 4. Search for Work 5. Contact & Help 6. Manage Site Profile 7. Sign-In User Profile Name will populate here 8. Log Out <End> 3

Sign-In Screen 1. User ID / Password Entry 2. Customer Engineering Contact Phone Number 3. Sign up for Online with Customer Engineering 4. Forgot Username / Password and Contact Customer Engineering <End> 4

Sign In to Customer Portal 1. Enter Username and Password. 2. Click the button. <End> 5

Project Listing Page 1. If there are no active Projects, this page displays: Select to Start a New Project If there are existing Projects, this page will display Select from Toolbar to Create New Request <End> 6

Projects : Create Work Page Select Location 1. Single-Family Residential Location (Builder, Individual Request, etc.) 2. Residential Subdivision Development (Developer) 3. Multi-Family Location 4. Commercial or Industrial Location 5. Customer Assistance NOTE: Options 1, 4, and 5 will require an Address (aka Premise) to be entered in SAP <End> 7

1.2 Customer Requesting a Project Requiring an Address (Residential Service) Projects : Create Work 1. Select A Single Family Residential Location 8

Create Work: Residential Services Provide Location 1. The Provide Location page displays 2. Enter mandatory data into fields identified with a red asterisk *: a. Street Number b. Street Name c. Zip Code 3. Select 4. Select the desired address from list via Select a) If the address is not displayed, select Request Address Create 5. Select 4a 9

Create Work: Residential Services Select Services 1. I want to add permanent electric and/or gas service 2. I want to do something else 1 2 10

Select the desired services 1. Select I want to add permanent electric and/or gas service 2. Select Add Electric Service 3. Select Add Gas Service 4. Select 11

Create Work: Residential Services Select Account 1. Select an existing billing account from Existing Accounts list 2. Select 12

Create Work: Residential Services 1. Enter data into Mandatory fields identified by a red asterisk * 2. Complete as many fields as applicable to expedite processing 3. Select 13

Projects : Create Work 1. Select 14

Project Overview displays 1. Displays Project Overview Status <End> 15

1.3 Customer Requesting a Temporary Service Projects : Create Work 1. Select A Single Family Residential Location 16

Create Work: Residential Services Provide Location 1. The Provide Location page displays 2. Enter mandatory data into fields identified with a red asterisk *: a. Street Number b. Street Name c. Zip Code 3. Select 4. Select the desired address from list via Select a) If the address is not displayed, select Request Address Create 5. Select 4a 17

Create Work: Residential Services Select Services 1. I want add permanent electric and/or gas service 2. I want to do something else 18

Select the desired services 1. Select I want to do something else 2. Select Add Temporary Electric Service 3. Select 19

Create Work: Residential Services Select Account 1. Select an existing billing account from Existing Accounts list 2. Select 20

Create Work: Residential Services 1. Enter data into Mandatory fields identified by a red asterisk * 2. Complete as many fields as applicable to expedite processing 3. Select 21

Create Work 1. Select 22

Project Overview displays 1. Displays Project Overview status <End> 23

1.4 Customer Requesting a Project Not Requiring an Address (Subdivision) Projects : Create Work 1. Select A Residential Subdivision Development 24

Create Work: Subdivision Select Services 1. The Select Services page displays 2. Select Add Electric Service 3. Select Add Gas Service 4. Select Add Lights 5. Select Add Temporary Electric Service 6. Select 25

Create Work: Subdivision Select Account 1. Select an existing billing account from Existing Accounts list a) If account is not listed, click Request New Acct NOTE: Will display comment on Project that new account was requested 2. Select 26

Create Work: Subdivision 1. Enter data into Mandatory fields identified by a red asterisk * 2. Complete as many fields as applicable to expedite processing 3. Select 27

Create Work 1. Select 28

Project Overview displays 1. Displays Project Overview status <End> 29

1.5 Project Tasks Update My Tasks From Project: 1 Select 2 My tasks & CPS Energy Tasks are displayed 3 Select 30

Process Task 1. Select Completed 2. Select 3. Status & Date/Date Range fields will be updated <End> 31

Project Tasks 1. If a project is delayed, a Delay and reason will appear under My Tasks but is only updateable by CPS Energy Tasks that identify when your Project/Work Requests are on Hold a) Awaiting Permit b) Customer Not Ready c) Design Change d) Easement e) Customer Payment f) Site Not Ready g) Streetlight Letter h) Executed Contact i) Plat Revision <End> 32

1.6 Viewing Work Requests View Work Request From Project: 1. Select 2. Work Requests are displayed with Descriptions & Status information 3. Select 33

View Work Request Overview 1. Work Request Details are displayed 2. Work Components section displays crew description, status, and dates for construction of the selected work request <End> 34

1.7 Customer Adding / Displaying Comments Add Comment From Project 1. Select 2. Select 3. Add New Comment box displays 4. Enter Comments 5. Select <End> 35

Display Comments From Project 1. Select 2. Entered Comments display 3. When a new account (aka Business Partner) has been requested, comment will automatically be added to project as displayed below <End> 36

1.8 Customer Adding / Displaying Attachments Display Attachments From Project 1. Select 2. File Attachment feature is coming soon displayed with instructions on how to send documents in the meantime <End> 37

1.9 Customer Adding / Displaying Contacts Add Contact From the Project 1. Select 2. Select 38

3. Contact Details box displays 4. Enter data 5. Under Contact Notifications, select Contact does not receive Update/Status Messages a) If Contact does receive Update/Status Messages is selected, contact will receive e-mails at these various Project stages: Work Request is in the design stage Design approve ready for next stage Payment is past due Payment is received Work Request is scheduled for Construction Work Request is complete If a Project or Work Request is put On HOLD for one of the previously listed reasons. (Awaiting Permits, Customer Not Ready, Design change, Easement, Customer Payment, Site Not Ready, Streetlight Letter, Executed Contract, Plat Revision) 6. Select <End> 39

Display Contact 1. Select 2. Contacts will display under Contact Information 3. Type column will display (No Notify) or (Notify) to show if contact is opted-in or opted-out for notification emails 4. Edit or Delete contacts is available next to the contact <End> 40

1.10 Customer Search Options 1. Select 2. Status page appears 3. Provide One or More Options NOTE: The Address field is case sensitive 4. Select 5. Search Results are displayed *Name must be exact & is case sensitive <End> 41

1.11 Customer Contact & Help Customer Engineering Assistance 1. Select <End> 42

1.12 Customer Update/Edit Profile Online Customer Engineering Portal User Profile 1. Select 2. Enter updated information 3. Select <End> 43

1.13 Log Out 1. Select 2. Select to return to Homepage <End> 44

1.14 Request Access Via Online Form Home Page 1. Select Online with Customer Engineering hyperlink 45

Registration Page Displayed 1. Enter information 2. Mandatory data entry fields are indicate by a red asterisk * 3. Select 4. User Registration Confirmation displayed 5. Select <End> 46

1.15 Request Access Via E-mail Home Page 1. Select Online with Customer Engineering hyperlink Registration Page Displayed 1. Select CPS Energy Customer Engineering hyperlink 2. E-mail generated To: csiwebaccess@cpsenergy.com 3. Enter information in e-mail 4. Select <End> 47

1.16 Forgot Username/Password Sign-In Screen 4. Forgot Username / Password? Contact Customer Engineering Forgot Username / Password Page (via link on Sign-In page) 1. returns you to the Sign-In page 2. Mandatory data fields are indicated by red asterisk * 3. sends request to CPS <End> 48

1.17 Contact Customer Engineering Contact Customer Engineering Page (via link on Sign-In Page) 1. returns you to the Online with Customer Engineering page 2. Contact Information CALL link enables call 3. Contact Information EMAIL opens email with csiwebaccess@cpsenergy.com in the To field 4. Additional helpful links 5. returns you to Sign-In page <End> 49