This view lists all services and features for an account. Use this view to monitor and manage services and features
You can access the Services and Features page:
From the Services InfoPanel on the Account Summary by clicking on a Service Type link (under Description)
Via the Customer menu by choosing Services > Services and Features.
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You get a slightly different default view depending on where you came from, but you get the full functionality either way. If you come from the Account Summary, the default view shows you services of the type you selected on that page. If you come from the Services menu all service types (if more than one) will be shown.
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Adjusting the Services and Features List
By default only active Services and Features are shown. You can use the Service Status and Feature Status filters to show items having Any (Active and Disconnected) status, Active only or Disconnected only. In addition, a check box is available to exclude one-time charges.
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You can use the Search fields to filter the list of Services and Features even further. Toggle the Show More/Show fewer link to expand/collapse the Search dialog.
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An estimated MRC for the Account-Level charges is provided as applicable.
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Note
The Account-Level section is hidden when there is nothing to display.
Click 
next to Features to expand the Feature filter options.
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To filter on Billing Status or Under Contract, choose a status from the associated filter.
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Once the Search control has been collapsed, on restoring that control a Details tab will be available at the far right as a means to quickly return to the details view.
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Service Details
To view details on a specific service, click the corresponding row in the grid.
For accounts with suspended or hotlined services, the Services and Features view shows Suspend/Hotline Type, Date and Reason.
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The View drop-down menu lets you choose a category of service information to view/edit. It defaults to basic Details. Details may vary depending on the particular item. For services basic details include SKU, start/end dates, billing status, etc. Authorized users (having the Edit Service Dates permission) can edit the Start and End Dates on the Service Details view.
You can change the details view by selecting another option such as billing order history, service history, contact information, device information, port requests, tax information, and Provisioning.
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From the View menu you can:
View the Billing Order History. This view shows order and line item information on separate tabs.
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Order Information
Line Item Information
View and edit Contact Information.
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The Contact details view shows the currently designated primary contact.
The + button at the far right under the View menu lets you add a new contact. Clicking + opens the Contacts page (same as choosing Account > Contacts from the Customer menu.
Clicking the Edit (pencil) icon makes the Contact field a drop-down menu where you can designate a different contact as the primary contact.
Manage Port Requests
View the Service History - The Service History view lets you toggle between history views for Service Number (default), Feature, Pricing Plan, Plan, and Starting Code.
View and edit tax information
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The Tax Information details view shows tax account type, address, exemptions and other information.
Clicking the Edit (pencil) icon makes certain fields editable where you can change the tax account type, exemptions, and override the tax jurisdiction.
Manage contracts. See Working with Contracts.
View and edit provisioning information.
After you choose to show a different set of details (for example service addresses) clicking the heart icon (
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Service Number Details
From the Service Details view you can also navigate to the Service Number Details by clicking on the service number.
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For accounts with suspended or hotlined services, the Service Number Details view shows Suspend/Hotline Type, Date and Reason.
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Note
This view shows ESM information as applicable (see below). Both the Technology Type and SIM Class are presented as blue badges, and there’s a row for EID. Note: This row is not visible if the Supported SIM Class = SIM Card.
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eSIM Information (when applicable)
The Embedded Universal Integrated Circuit Card (eUICC) also known as an Embedded SIM (eSIM) is replacing plastic SIM cards currently used in most wireless devices. The CostGuard system supports eSIM technology as follows:
Product Catalog lets you configure handsets to use eSIM or SIM card or both.
Device Management Add/Edit Device and Device Search dialogs let you specify an EID for eSIM devices rather than IMEI or ESN/MEID as required for SIM card devices.
SIM Management – SIM search results indicate device’s Supported SIM Class.
Customer Management – When you add/edit a service or swap equipment, there are new fields for viewing/editing the EID if the device on the service is eSIM.
POS Make Sale - Same functionality as Customer Management described above.
Orders – Same functionality as Customer Management described above.
Customer Care- Supports viewing eSIM information on a service when applicable. This includes generating and storing QR codes for orders with eSIM devices where subscribers need to scan the QR code into their phone to complete the activation process. It also supports storing related activation URLs as these can help sales representatives troubleshoot activation issues (by validating the URL).
Import Files – SIM and Device File imports support EID and SIM Class.
The Device Information view on the Services and Features page shows this information as well.
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Service Agreement
If the contract has an associated Service Agreement, you can view the PDF. See Viewing Service Agreements.
Feature Details
For Feature details, expand the list under the applicable Service and then click the Feature.
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The View link lets you display additional information if applicable.
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From the Feature Details view, you may choose to edit the feature.
For contracts, if the contract has an associated Service Agreement, you can view the PDF. See Viewing Service Agreements.
For billing items, if you attempt to change the status to not billing if the Feature has not final billed, a warning is displayed.
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If the feature is set up in Product Catalog to allow installment plans, you can view installment plan information on a feature. Also, if the Feature has not yet been billed, users with permission to Manage Catalog Items can choose whether or not to pay in installments, and set the number of installments.
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Number of Installments can be set from 2 to the maximum as set in the Product Catalog.
For packages set up in the Product Catalog as one-price packages with Tax at Component level enabled, you can set tax allocation overrides on a component basis.
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This functionality supports taxing at the component level in the updated systems by removing product instances under one-price packages and overriding the Tax by Component allocations on product instances within Customer Care.
Note
This feature applies to packages set up in the Product Catalog as one-price packages with Tax at the Component level enabled. It supports first level product packages. Nested packages are not supported by the Tax by Component Allocation functional
You can edit a one-price package, end date products, and override the Tax by Component Allocation, across all products, in the package.
If you do not override the Tax by Component Allocation at the product level, there will be a default value. The default value will be the charge value set in Product Catalog.
On selecting and editing a one-price package, select Tax Allocation Override on the Details tab.
This opens a new panel with all component products.
When you edit the one-price package, you can update the following values:
End Date – Lets you remove products from the one-price package. Once an end date is set and the product reaches its end date, it will no longer be counted in the Tax by Component Allocation functionality.
Override – Amount to override across the products under the one-price package
You may add numbers equal to or greater than zero. Negative numbers are not allowed when overriding the Tax by Component Allocation.
The default value in the Override field, is the charge value set in Product Catalog.
You can undo changes/values set in the Override field.
Billing Engine Updates
The billing engine has been updated to support using the new Tax Allocation Override values. Customers will be billed only for the charge of the one-price package, not the combination of the package and component charges. The billing engine will now use the Tax Allocation Override value first and then fall back to the existing Charge value in the Product Catalog if Tax Allocation Override for an item is NULL. In other words:
Entering 0 (zero) for the item’s Override value = 0% of the chargeable products goes towards the taxable amount.
Entering NULL for the item’s Override value = fall back to Product Catalog charge to determine % of chargeable products goes towards the taxable amount.
The billing engine handles scenarios where it is necessary to exclude the child of the one-price packages. Any products within the one-price package that meets one or more of the following scenarios will not be included in the % of chargeable products going towards the taxable amount:
start = end date
billing status = 0 (inactive)
product is not applicable for bill period
starts after bill period end date
ended before bill period, we go off of the bill period start date.
When viewing a Feature with a tax class of Private Line, a new Private Line Taxes option is available in the Details selector on the right side of the page. This option is not available for Features where the tax class is not set to Private Line. ()
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When Private Line Taxes is selected, the private line tax allocations are listed for the Feature, including the tax jurisdiction, tax exemptions, and the allocation percent.
Service Transactions
Both the Service Details and the Service Number Details views let you initiate transactions to disconnect/reconnect, hotline/suspend/redirect/restore and swap equipment.
For systems not set up to use starting blocks these transactions are available via the Actions drop-down menu.
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For systems using starting blocks these transactions are available via the Start Transaction button. Note: The top button next to the icon tray provides access to account-level transactions as specified in starting block configuration. The lower button in the Details pane provides access to service-level transactions.
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Note
If your system is set up to use starting blocks you can also initiate new customer, new service and new feature transactions.
For more on starting transactions see the topic on using starting blocks.
Considerations on Customer and Service Reconnects
On reconnect orders you can choose to reverse service fees related to disconnect for payment past due. See Reversing Service Fees on Reconnect.
Considerations for Port Out Support on Disconnects:
On disconnects, once you're in Orders, you'll have an opportunity to mark the disconnect order as a port out, if applicable, and select the carrier where the service is being ported.
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Note
The Porting To menu is only enabled if Porting Out is selected, at which point a carrier must be selected in order to proceed.
Feature Transactions
Transactions for modifying a feature (disconnect/reconnect/update) cannot be initiated from Customer Care. Such transactions can only be initiated via the Orders web module. In the Orders web module an Action drop-down menu is available when you choose to modify a feature. You can also disconnect/reconnect features directly in Desktop Client.
Change Parent Service
Both the Service Details and Service Number Details views provide a CHANGE PARENT SERVICE button which displays a view where you can designate a Parent service and manage parent/child relationships. Note: An account does not necessarily require a service be selected as a parent. Rules governing parent/child relationships are provided .
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Parent Service - The main service with the main (parent) product assignment. At least one Parent Service is required for all accounts where there are any Child Services. This is not necessarily the line that has the primary service indicator for collections.
A service is determined to be a Parent Service by having a feature that is configured as a parent in a product family.
Child Service - Services with a feature configured as a child. Child services may exist on an account where a Parent service exists in the same family.
Product Family - A grouping of products (plans / features) into parents and children related to each other.
Rules
An account may have a parent service with no children.
An account may have two or more parent services from different families.
Changes to family configurations take effect at the time of the change.
If a feature is a child of multiple families, it must have a parent from each family present on the account to be considered valid.
A Parent service (if any) is marked with a green check mark. Hovering over the Actions column for a parent service displays an option to Deselect this service as a parent service. This removes the green check mark. Hovering over the Actions column for a non-parent displays the Select option to designate it as the parent.
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Deselecting a parent:
Selecting a parent:
Note:
This functionality is also available by selecting Services > Change Parent Service .