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About This Guide

This chapter contains the following information:

• Audience and Scope

• Related Guides

Audience and Scope

If you're looking for information about how your customer service agents and managers can perform day-to-day tasks in your CX for Utilities Agent Service applications, then this guide is for you. The information is primarily aimed at customer service agents and customer service managers at a utility company.

This guide describes how to:

• Access CX for Utilities Agent Service

• Use the Person and Premise Search

• Manage Customer and Account Information using either:

  • Customer 360

  • Customer Dashboard

• Use the Work Queue

• Use call features

• Use Knowledge Management

• Attach articles to the user interface

Related Systems and Guides

The following systems are used with the CX for Utilities Agent Service system. Refer to the related documentation listed in this table to understand more about flows and functions covered in this guide.

Oracle System	Related Documentation
Customer Experience (CX) for Utilities	The features described in this guide must be set up and configured during the implementation process. For information regarding the implementation of CX for Utilities solutions, see Implementing CX for Utilities in the Oracle Customer Experience for Utilities library.
Oracle CX for Utilities Sales	Several features discussed in this guide are shared between CX for Utilities Sales and CX for Utilities Agent Service. These experiences, which are both part of the Oracle Customer Experience for Utilities, can be used together to provide a robust set of features for your utility sales and service employees. For information about CX for Utilities Sales, see the Using CX for Utilities Sales Guide.
Oracle Utilities Customer Information System (CIS), which can be: Oracle Utilities Customer Cloud Service Oracle Utilities Customer to Meter	A supported Oracle Utilities CIS is required for CX for Utilities Agent Service to function correctly. See the following to access user and administrator documentation: Oracle Utilities Customer Cloud Service library Oracle Utilities Customer to Meter library
Oracle Fusion Service, which includes: Service Requests Knowledge Management Computer Telephony Integration (CTI)	Oracle Fusion Service is required for CX for Utilities Agent Service to function properly. See the following topics in the Oracle Fusion Service library for additional information on the implementation and use of Fusion Service: Create and edit service requests Use my knowledge Use knowledge authoring Set presence and availability Handle incoming calls
Oracle Sales, which includes: Contacts Accounts	Oracle Sales is required for CX for Utilities Agent Service to function properly. See the following topics in the Oracle Sales Automation library for additional information on implementing and using Oracle Sales: Manage contacts Manage accounts

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