Social Relationship Management Requests
Oracle Social Relationship Management (SRM) is an example of an external system that can initiate customer relationship requests.
Social network posts cover a vast range of topics, a number of
which could be related to the users' concerns with their utility service.
For example:
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A Facebook user could post on a community page about a power outage in a specific area.
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A Twitter user might post about specific problems with their utility service (e.g., high bill complaints).
Requests from social relationship management systems typically
include:
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Information about the original posting on the social network/community (e.g., author’s identifier, link to the post, etc.).
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Information about the posting within the social relationship management system (e.g., the user that sent the request to the utility, link to the post, etc.).
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Additional details that will help with processing/resolution (e.g., customer/account numbers, address, bill IDs, etc.).