Service Order Management (SOM) Support for Customer Program-related Field Work

Idea Lab

The Customer Program Management (CPM) functionality has been enhanced to use Service Order Management (SOM) as the field-work management framework for Customer Programs. As CPM is delivered as a module within CCS, this brings customer program and Distributed Energy Resource (DER-)related field work into the same SOM framework used for other CCS field activities, while extending it with the program and controllable-device context required by CPM. The solution builds on existing SOM capabilities and associates the Program Subscription with field activities created for Customer Programs.

The SOM framework is extended to carry Customer Program and Program Location information through field-work requests and completions. A Customer Program field activity maintains its relationship to the Program Subscription, Service Point, and applicable Program Location and can communicate information about the controllable devices associated with that location. This establishes the foundation for field operations involving the installation, removal, exchange, verification, and servicing of controllable devices.

This feature represents the foundation for SOM enablement of Customer Program field work, establishing Customer Program-aware field activities, field task types, program-location and equipment information, controllable-device verification, and completion processing. The capability will continue to be enhanced to support broader Customer Program processes and field-work scenarios, including appointment management and deeper integration with enrollment, unenrollment, program service, and related-program processes.

The SOM-based field-work capability is initially aligned with CPM within CCS and is also planned to be made available with the standalone Customer Program Management Cloud Service (CPMCS) offering, providing a consistent field-work management approach across both deployment models.

This establishes Service Order Management as the common field-work foundation for Customer Program and DER operations, enabling CPM within CCS to leverage the broader CCS field-work framework while retaining the specialized program, location, and controllable-device information required for DER use cases. This promotes consistency across customer and program operations, reduces the need for separate field-work approaches, and provides an extensible foundation for future capabilities across both CCS-integrated CPM and standalone CPMCS.

Steps to enable and configure

To enable and configure this feature, complete these steps:

  1. Identify and configure the Customer Program Field Task Types that will be used for SOM-based field work.
  2. Configure the corresponding Activity Types and applicable Service History Type configuration required for the field-work scenarios.
  3. Configure the Customer Program Service Task types to use the applicable SOM Field Task Types for the required controllable-device field-work activities.