Overview

CX for Utilities Sales simplifies standard work processes for account managers at a utility company by providing a variety of tools that reduce the cost-to-serve, provide elevated customer service, and enable an efficient sales cycle. This solution integrates the Oracle Digital Sales and Oracle Fusion Service applications with these Oracle Utilities customer information systems:

Oracle Utilities Customer Cloud Service
Oracle Utilities Customer to Meter

The core capabilities of CX for Utilities Sales include:

View and access current and potential key accounts using the Business List.
Use Account 360 to manage key accounts, which includes:
- Account 360 Spotlight, which you use to:
  - View account contacts.
  - View account hierarchy.
  - Update and manage account details.
  - Mark an account as a favorite.
  - Create notes, appointments, and tasks, and send emails.
  - Search for and select billing accounts.
- Premise and Service Details page, which you use to view a hierarchical list of the details associated with a selected billing account.
- Needs Analysis Dashboard, which you use to:
  - Launch a needs analysis interview.
  - Complete an in-progress interview.
- Overview tab, which you use to:
  - View account insights.
  - View pending and recently completed tasks for an account.
- Billing tab, which you use to:
  - View aggregate billing data for all child accounts.
  - Compare billing data for up to 20 billing accounts.
  - View billing and financial history for billing accounts.
  - Export data to PDF, CSV, and Excel formats.
  - Answer common customer questions, such as:
    - What is my balance?
    - When will my next bill be generated?
    - Are payments being made on time?
    - How much have I been billed over the last 12 months?
- Usage tab, which you use to:
  - Compare usage data for up to 20 billing accounts.
  - View the Usage Map for a selected billing account.
  - Access usage history by year, bill period, and day.
  - Export data to PDF, CSV, and Excel formats.
- Service tab, which you use to:
  - Access resolved and unresolved service requests for an account.
  - Create a new service request.
  - Access Oracle Service Center, where you can modify the details of a service request.
- Leads and Opportunities tab, which you use to:
  - View all of the leads and opportunities associated with an account.
  - Create leads and opportunities.
  - Qualify and retire leads.
  - Convert leads to opportunities.
  - View all leads and opportunities in Oracle Digital Sales, where you can perform additional tasks.

Several features discussed in this guide are shared between CX for Utilities Agent Service and CX for Utilities Sales. 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. Documentation for all features in these experiences can be found in the Oracle Customer Experience for Utilities library.

Additional capabilities that are shared between CX for Utilities Agent Service and CX for Utilities Sales include:

View the Work Queue and manage open service requests and to do tasks.
Search for and view articles in the Knowledge Management system that can help answer your customer's questions.
Use call features to set your availability and receive inbound calls.

Here are some examples of common journeys a key account manager might take:

User Journey	For More Information
The key account manager receives a call from the accounting department of an existing customer. They have concerns about their latest bill. The key account manager uses the Business List to locate the account and opens Account 360. Using the Billing Account Comparison chart, the key account manager identifies one billing account that has a much higher balance than the others. The key account manager can then view the financial history associated with that billing account to determine what the issue is.	See these topics: Using the Business List Using Account 360 Using the Billing Tab
The key account manager is preparing to meet with one of their customers and needs to provide them with a summary of their bills over the last year. The key account manager uses the Business List to locate the account and opens Account 360. The key account manager exports the Billing Account Comparison chart as a PDF to print and share during their meeting.	See these topics: Using the Business List Using Account 360 Exporting Billing Data
The key account manager recently learned that their account plans to open 10 new warehouses in the state of California in the next 5 years. The key account manager uses the Business List to locate the account and opens Account 360. The key account manager navigates to the Usage tab and selects the accounts located in California to build a usage comparison chart. The key account manager analyzes the usage of these billing accounts to forecast the impact to the utility’s grid.	See these topics: Using the Business List Using Account 360 Using the Usage Tab
The key account manager is in a meeting with multiple stakeholders from their account and someone mentions that the utility crew that recently changed meters damaged the property. The key account manager uses the Business List to locate the account and opens Account 360. The key account manager navigates to the Service tab and doesn’t see any service requests related to this issue. The key account manager creates a service request to ensure that they follow-up with the customer and repair or reimburse the damage.	See these topics: Using the Business List Using Account 360 Using the Service Tab
A new key account manager is getting up-to-speed on an account. The key account manager uses the Business List to locate the account and opens Account 360. While reviewing billing accounts, the key account manager sees that one of the billing accounts has many premises by way of the premise indicator badge. The key account manager opens this billing account and selects the Premise and Service Details page. The key account manager expands the premise tree to learn more about the contracts, service points, devices, and components associated with the account.	See these topics: Using the Business List Using Account 360 Viewing Premise and Service Details

User Journey

For More Information

The key account manager receives a call from the accounting department of an existing customer. They have concerns about their latest bill. The key account manager uses the Business List to locate the account and opens Account 360.

Using the Billing Account Comparison chart, the key account manager identifies one billing account that has a much higher balance than the others. The key account manager can then view the financial history associated with that billing account to determine what the issue is.

See these topics:

The key account manager is preparing to meet with one of their customers and needs to provide them with a summary of their bills over the last year.

The key account manager uses the Business List to locate the account and opens Account 360. The key account manager exports the Billing Account Comparison chart as a PDF to print and share during their meeting.

See these topics:

The key account manager recently learned that their account plans to open 10 new warehouses in the state of California in the next 5 years. The key account manager uses the Business List to locate the account and opens Account 360. The key account manager navigates to the Usage tab and selects the accounts located in California to build a usage comparison chart. The key account manager analyzes the usage of these billing accounts to forecast the impact to the utility’s grid.

See these topics:

The key account manager is in a meeting with multiple stakeholders from their account and someone mentions that the utility crew that recently changed meters damaged the property. The key account manager uses the Business List to locate the account and opens Account 360. The key account manager navigates to the Service tab and doesn’t see any service requests related to this issue. The key account manager creates a service request to ensure that they follow-up with the customer and repair or reimburse the damage.

See these topics:

A new key account manager is getting up-to-speed on an account. The key account manager uses the Business List to locate the account and opens Account 360. While reviewing billing accounts, the key account manager sees that one of the billing accounts has many premises by way of the premise indicator badge. The key account manager opens this billing account and selects the Premise and Service Details page. The key account manager expands the premise tree to learn more about the contracts, service points, devices, and components associated with the account.

See these topics:

In this section: