1 About This Guide

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:

• Accessing CX for Utilities Agent Service
• Using the Person and Premise Search
• Managing Customers and Accounts
• Managing Premises
• Using the Work Queue
• Using Call Features
• Using Knowledge Management
• Exporting Data from Agent Service

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.

Table 1-1 Related Systems

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 the Implementing CX for Utilities section of the Customer Experience for Utilities Help Center.
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 solution, 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 section of the Customer Experience for Utilities Help Center.
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 Help Center Oracle Utilities Customer to Meter Help Center
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 Help Center 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 Help Center for additional information on implementing and using Oracle Sales: Managing contacts Managing accounts