Work Queue Search Attributes
You can now search for records in the Work Queue using billing account ID or name. When you use a billing account ID or name to search for a service request, all requests associated with that ID or name are displayed. You can then view the record, assign the service request to yourself, view the request in Oracle Fusion Service, or view the To Do item in your Oracle Utilities customer information system.
In most cases, when a caller contacts a utility regarding a service request, they will not know their service request number, but they will know the billing account ID or the name on the account. You can now use these search attributes to quickly search for and view service requests and To Do activities related to the call. This feature helps increase agent efficiency.
Steps to Enable
You don't need to do anything to enable this feature.
Key Resources
- Refer to Using the Work Queue in the Oracle Utilities Agent Experience User Guide.