Configuring Insights in Your Utilities CIS

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 multiple places to function properly, including:

Insights can appear in different locations across the Customer Experience for Utilities solution, as noted here:

If you are using... Insights are displayed...
Customer 360 to view customer information in CX for Utilities Agent Service

  • Within Customer 360 zones such as Customer Insights.

  • In the Program Enrollments zone.

  • Inline to provide customer context.

  • Within Start/Stop/Transfer process panels.
Customer Dashboard to view customer information in CX for Utilities Agent Service On the Overview tab of the Customer Dashboard
CX for Utilities Sales On the Overview tab in Account 360.

Configure any required insight types and associate them with an insight group. The insight group must reference a unique insight class. The insight classes are defined using a lookup field of INSIGHT_CLASS_FLG.

For insights that are used in the Overview tab of Account 360 or the Customer Dashboard, you can create the insight groups and insight types that are used in the REST API by default, or you can create your own, and update the values in the REST API to reflect your new insight groups and types.

This table provides the default values for insight types:

Display Location Default Values
CX for Utilities Sales Account 360 Overview tab

The default insight types are:

  • C1-PER-NONPAY-CARD

  • C1-ACCT-PASTDUE-CARD
CX for Utilities Agent Service Customer Dashboard Overview tab

The default insight types are:

  • C1-ACCT-COLL-CARD

  • C1-ACCT-PAYAGREE-CARD

  • C1-ACCT-SEV-CARD

This table provides the default values for insight groups:

Display Location Default Values
CX for Utilities Sales

The default insight groups are:

  • C1XA: Billing account insights

  • C1XP: Oracle Fusion account insights
CX for Utilities Agent Service using the Customer Dashboard

The default insight group is:

  • C1XC: Customer Dashboard Agent Insights

Once these insight groups and types are defined in your customer information system, you can complete the required setup using REST APIs. See Customer Experience for Utilities Configuration Tasks for additional details on which insight types and insight groups to set up to match the default API settings, and how to edit the settings if you create new ones.

For instructions on adding your insight group, see the steps below. For additional information about setting up insights in your Oracle Utilities Customer information system, see "Contextual Insights" in the Administration Guide one of these libraries:

Adding An Insight Group In Your Customer Information System

  1. From your Utilities Customer Information System, search for "Add Insight Group" in the Search menu.

  2. Complete the following fields as noted:

    • Insight Group: CX4U-ACCT-AGENT

    • Description: CX Billing Account Insights-Agent

    • Insight Class: CX Billing Account Insights-Agent

    • Valid Visual Structures: Card Insight

  3. Click Save.

  4. Under Related Insight Types, Click Edit and add the following insight types:

    • Account Collection Active Card

    • Account Pay Agreement Card

    • Account Severance Active Card

  5. Click Save.

Parent topic: Configure Your Oracle Utilities System