Configure Your Oracle Utilities System
Before you can use CX for Utilities applications, you must ensure that the related features are set up appropriately in your Oracle Utilities system. The following information identifies each item that needs to be set up, provides implementation details, and refers you to related documentation that can assist you.
All of the documentation listed in this topic (unless otherwise noted) can be found in these libraries in the Oracle Help Center, along with additional information about using and configuring your Oracle Utilities system:
Task | Details | Documentation |
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Configure Zones in the Customer 360 and Dashboard Portals |
Only the zones that are configured to display for the user in the Customer 360 portal are available from the Agent Home Page. Therefore, if you want CX for Utilities Agent Service users to view a particular zone, you must configure it to display in the Customer 360 portal in your Oracle Utilities system. For each zone that you want to display in Customer 360:
You can also update user preferences to define favorite links and scripts to display in the side panel dashboard. |
See these topics:
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Configure Insights |
Contextual Insights provide a powerful way to surface focused intelligence and alerts to users in the context of their customers. Customer insights are configured in your Oracle Utilities system, and can be displayed as noted below. |
See Configuring Insights in your Customer Information System |
Configure Person Data Options |
You can store customer data that is important for your business process, such as, but not limited to:
You must configure the administration data so that the appropriate types of customer information can be stored with person and business records within your Oracle Utilities system. |
See these topics in the Administration Guide:
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Configure Notification Preferences |
You can configure notification types for sending messages out of your Oracle Utilities system and maintaining customers’ communication preferences for receiving these messages. Once these communications are configured, you can set notifications preferences for each of the customer’s billing accounts. |
See Setting Up Notification Preference Options in the Administration Guide |
Configure To Do Types |
Customer service agents need access to service requests and to do entries from their Work Queue. To get the to do entries to display, you must complete the following tasks so that agents have access to the appropriate to do entries:
Once this configuration is complete, agents can view and manage accessible to do entries from the Work Queue or from within your Oracle Utilities system. |
See Defining To Do Types in the Business User Guide |
Configure Start, Stop, and Transfer Processes |
Processes to start, stop, or transfer service can be launched after creating or identifying a customer record in the Customer List. To enable these processes, you must configure customer service request types that are used to orchestrate customer service processes related to service agreements and contracts at customer service locations. |
See Setting Up Customer Service Request Types in the Administration Guide |
Inbound Web Services (APIs) |
The following information is integrated into CX for Utilities using inbound web services:
Inbound web services in the web service category of Customer Experience should be set to active for the message options so that they can be used in CX for Utilities. This web service category includes values of C1-CX, D1-CX, and X1-CX. |
See Inbound REST Web Services in the Administration Guide |
Schema Constants |
Some optional Fusion features rely on schema constants to reference specific administrative entities configured by the customer. Schema constants are defined on a Feature Configuration record of type Schema Constants.
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See Defining Feature Configurations in the Framework Administrative User Guide |
Extendable Lookups |
This task should have been completed during initial setup. Extendable lookups are used to control some items within CX for Utilities, such as:
Use the extendable lookup with a business object of F1-KnowledgeManagement to identify available locations to attach articles. The person synchronization is controlled by an F1-DataSyncControl extendable lookup business object of C1-CX4U-PERSON. The status of this lookup record must be active to enable the synchronization and the external system and message sender must be configured. |
See Defining Extendable Lookups in the Administration Guide |
Data Synchronization |
This task should have been completed during initial setup. Person data synchronization is used to trigger updates to CX for Utilities and other Oracle systems when person record changes are made. To set up the synchronization, be aware that:
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See:
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Populating Old Account ID |
If your utility converts from one CIS to an Oracle Utilities CIS, you can store account ID numbers from your legacy system in the ‘Old Account Id’ field (table field name OLD_ACCT_ID). This field is used in the Utilities CIS system to ensure that payments made after a conversion are attributed to the correct accounts. In CX for Utilities Agent Service, the Prior Billing Account ID search parameter in the Person and Premise Search will return valid results only if this field is populated in your CIS. |
See:
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