Enable Customer Program Management Module in Customer Cloud Service
In this release, program management capabilities have been extended to support a wider range of customer programs and associated enrollments within Customer Cloud Service. Advanced capabilities include:
- Program Management and Administration
- Create and maintain customer programs such as demand response (DR) and distributed energy resource (DER) "bring your own device" programs, including participation ruiles
- Note: Programs for utility-owned devices are not currently supported
- Manage enrollment processing across customers, programs, and (if appropriate) device locations for controllable devices
- Create and maintain customer programs such as demand response (DR) and distributed energy resource (DER) "bring your own device" programs, including participation ruiles
- Asset, Device, and Enrollment Management
- Register and maintain controllable assets and devices (such as smart thermostats, EV chargers, battery storage, and solar inverters)
- Subscription and Event Management
- Track program subscriptions that link customers to programs and installed devices behind the meter
- Manage demand response events by tracking the reservation and participation of controllable devices during periods of high demand
- Measurement Processing and Settlement
- Calculate event-level and summarized customer credits to support bill crediting based on program participation
Use of these capabilities requires purchase of the related Oracle Utilities Customer Cloud Service optional add-on subscription. Without this add-on, you are not entitled to use these capabilities, even if they are visible or technically available in the service.
This feature helps utilities provide customer service by surfacing program participation and eligibility to the contact center, while it supports program effectiveness and operational efficiency through standardized tracking of controllable devices, end-to-end management of program participation, and rules-based calculation of performance-based and periodic incentives.
Steps to enable and configure
To enable and configure this feature, refer to the Defining Customer Program Management Options section of the Administrative User Guide.
Tips and considerations
Refer to Customer Program Management in the Business User Guide, and Defining Customer Program Management Options in the Administrative User Guide for more information.