Expanded Communication Preferences

You can now use the Communication Preferences features, available from Account 360, 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 Key Account Manager experience, while aligning with the notification logic managed in your Oracle Utilities customer information system (CIS).

In the Customer Experience for Utilities Sales 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, key account managers previously could not view information about push or subscription notifications from the Account 360 interface. This update enables your sales teams to easily view whether a contact has opted in or opted out of a specific communication directly from the Account 360 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 key account manager is notified that default notification preferences are in effect.

Additionally, key account managers can enroll contacts in, or unenroll them from, specific types of push and subscription notifications. This gives utilities and callers more clarity and flexibility to manage communication preferences within the Account 360 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 Account 360 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