Managing Service Requests and To Dos

As a customer service manager or agent at a utility company, you might need to review and edit service requests and to do tasks.

Managing Service Request

To manage service requests:

1. Access CX for Utilities Agent Service.
2. Select the Work Queue page tab.
3. Use filter buttons as needed to narrow your results, which include:
   • Service Requests
   • My Service Requests
   • Unassigned Service Requests
4. To search for service requests that were last updated during a specific date range:
   • Click the Last Updated Date filter button.
   • Specify the date range by manually entering dates, or by using the calendar date picker.
   • Click inside the Search field to run the search.
5. To search for a specific service request, enter text in the Search field and then hit Enter. You can search by:
   • Billing account ID - To search by billing account ID, you must include the full billing account ID as the first item in your search criteria.
   • Name - This is the name of the account.
   • Service request number
   • Key word included in the service request description
6. Click the Sort icon next to one of the column headings. By default, the column is sorted in ascending order.
7. Click the icon again to sort in descending order. Note that you can sort by only one column heading at a time.
8. Use additional filter fields as needed, which include:
   • My Service Requests
   • Unassigned Service Requests
9. When you have found the service request you want to view or update, click the hyperlink in the Work Item ID column for the row you want to access. Alternatively, you can click the hyperlink in the Billing Account ID column to access the customer.
10. To return to the Work Queue, close this tab and return to your previous tab. Alternatively, you can click the Return to Work Queue button at the top of the service request, which brings you back to the Work Queue on your current browser tab.
11. When you are finished working on the service request, be sure to close all tabs that are no longer needed.
12. For additional information, see:
    • "Working with Service Requests" topics in the Oracle Fusion Service Help Center
    • Managing Customers and Accounts

Manage To Do Tasks

To manage to do tasks:

1. Access CX for Utilities Agent Service.
2. Select the Work Queue page tab.
3. To search for a to do task, click the To Dos filter button.
4. Optionally, enter additional search text in the Search field and then hit Enter.
5. To search for to do tasks that were last updated during a specific date range:
   • Click the Last Updated Date button.
   • Specify the date range by manually entering dates, or by using the calendar date selectors.
   • Click inside the Search field to run the search.
6. Click the Sort icon next to one of the column headings. By default, the column is sorted in ascending order. Click the icon again to sort in descending order. Note that you can sort by only one column heading at a time.
7. When you have found the to do task you want to view or update, click the hyperlink in the Work Item ID column. The to do opens in a new browser tab, where you can continue your work. Alternatively, click on the hyperlink in the Billing Account ID column to access customer information.
8. Additionally, you can assign additional to dos to yourself.
9. For additional information, see:
   • "To Do Processing" in the Business User Guide associated with your Oracle Utilities customer information system. Documentation for these systems is available in the Energy and Water Help Center.
   • Managing Customers and Accounts