Expanded Communication Preferences

You can now use the Communication Preferences features, available from the Customer Dashboard, to view and manage notification settings at the contact level. The enhanced preferences bring visibility and control of push and subscription notifications directly into the agent experience, while aligning with the notification logic managed in your Oracle Utilities customer information system (CIS).

In the Customer Experience for Utilities Agent Service system, communication preferences are displayed at the contact level, while your Oracle Utilities CIS manages them at the account level. Because of this difference in structure, agents previously could not view information about push or subscription notifications from the Agent Service interface. This update enables agents to easily view whether a contact has opted in or opted out of a specific communication directly from the Agent Service interface. When no communication preferences are explicitly configured for a contact, default notification preferences, as defined in your Oracle Utilities CIS, are used and the agent is notified that default notification preferences are in effect.

Additionally, agents can enroll contacts in, or unenroll them from, specific types of push and subscription notifications. This gives agents and callers more clarity and flexibility to manage communication preferences within the Agent Service interface, while still respecting the authoritative configurations in the Oracle Utilities CIS.

This feature enhances customer engagement and operational efficiency by streamlining how communication preferences are managed. By providing access to communication preferences directly from the Agent Service interface, agents can configure notifications in one place without needing to navigate between systems.

Steps to Enable and Configure

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

Key Resources