Outage Management for Key Account Managers

You can now view outage data for your key accounts in multiple locations in the Customer Experience for Utilities Sales system. Outage data now appears in the Service tab on the Utility Sales Dashboard, and can be accessed using messages that are displayed in Account 360. When you click on the links to view details from either location, the system displays the Outage details drawer, which provides an aggregated view of all customers, billing accounts, and premises that are impacted by an active, scheduled, or recently restored outage.

Outage data is retrieve from your customer information system (CIS), which can be configured to integrate with the Oracle Utilities Network Management System.

This feature provides easy, centralized access and visibility into outage events that impact your Key Account Managers' (KAMs) accounts. The ability to quickly view outage events helps KAMs:

  • Communicate effectively with customers
  • Strengthen trust and responsiveness during critical service interruptions
  • Provide proactive communication that can improve customer service

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

Use of this feature requires that outage data is available in your CIS. Configuration and setup of integrations between your CIS and network management system is handled outside of the Customer Experience for Utilities Sales system. Once outage data is available in your CIS, no additional setup is required in CX for Utilities Sales. For additional information about outage events, see "Outage Care Integration" in the Customer to Meter Administrative User Guide and "Outage Event" in the Customer to Meter Business User Guide.

Also, if you want to enable your key account managers to report outages from the Outage details drawer, you must specify the CIS URL that the agent is directed to when they report an outage using the ORA_UER_LINK_TO_REPORT_OUTAGE_CIS_URL profile option. For details about setting profile options, see "Setting Profile Options" in the Implementing Customer Experience for Utilities Guide.

Key Resources