Expanded View of Customer Contacts

You can now access details about customer contact activity records directly in the Customer Dashboard Overview tab. Previously, details about customer contact activities were available only in the customer information system (CIS). Customer contact records show instances of when a person associated with the account has contacted the utility. When you click on a customer contact activity record, the system now opens the Customer contact drawer, where you can view information about the customer, the contact, and the characteristics associated with the interaction.

You can also use the View in CIS link to access the customer contact record in your Oracle Utilities customer information system.

Lastly, the Customer contact drawer can be extended to display additional data that the utility wants an agent to have easy access to. 

This feature keeps agents in-context, reduces navigation steps, saves time, and enables faster, more informed responses to the customer.

Steps to enable and configure

To configure this feature, complete this step:

1. The Customer contact drawer can be extended to add, update, or remove fields from the form.

See Extending Your Solution with Visual Builder for additional information about this setup. 

Key resources

For more information about the customer contact feature, see "Viewing Customer Activities" in the Oracle Utilities Agent Service User Guide.