Creating a New Contact

When a new contact calls into your call center, you can create a new record in your system for them. This record enables you to gather and store information about this contact for future use. This option creates a contact record in the Oracle Fusion system, but does not create a record in your Oracle Utilities customer information system.

For example, Fred Jones calls in to inquire about what he would need to do to get utility services turned on when he moves to the area. He is not ready to start service, but the customer service agent creates a contact record for him to store his information.

The steps in this topic should be used to create contact information for persons, and not businesses. To record information about a new business contact, create an Oracle Fusion account. For information about creating and managing accounts, see Manage Accounts in the Oracle Sales library.

To create a new contact:

  1. Access CX for Utilities Agent Service.

  2. From the Person and Premise Search page tab, click the Actions button at the top of the page, and then select Create New Contact.

  3. Complete the following fields:

    • First Name (Required)

    • Last Name (Required)

    • Email

    • Work Phone

    • Mobile Phone

    • Address Line 1

    • Address Line 2

    • City

    • State

    • Postal Code

    • Country (Required)

  4. Specify which phone number is the primary number by selecting the Primary option next to the appropriate phone number. By default, the first number you enter will be marked as the primary number.

  5. If the contact is associated with an existing Oracle Fusion account, you can also complete these fields:

    • Account

    • Job Title

  6. Click Continue at the top right of the form.

  7. Review the contact information to verify it is accurate.

  8. To edit the contact information, click the Edit (pencil) icon, update the incorrect information, and then click Continue at the top right of the form.

  9. If the information is accurate, click Submit at the top right of the form.

  10. The system opens the Oracle Sales Edit Contact screen. Click Save and Close to complete this task.

  11. For additional information about updating contact information, see Manage Contacts in the Oracle Sales library.

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