1 About This Guide

If you're looking for information about how your key account managers can perform day-to-day tasks in your CX for Utilities applications, then this guide is for you. The information is primarily aimed at employees and managers who are responsible for sales and service tasks associated with key accounts at a utility company.

This guide describes how to:

• Access CX for Utilities Sales
• Use the Business List
• Use Account 360 to:
  • View account insights, and activities
  • View billing information
  • View usage information
  • View service requests
  • View and manage leads and opportunities
  • View account hierarchy data
  • Export data
  • View premise and service details
  • Perform a needs analysis
• View utility data in Redwood Sales

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
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 Help Center.
CX for Utilities Agent Service	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 CX 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 Help Center.
Oracle Utilities Customer Information System (CIS), which can be: Oracle Utilities Customer Cloud Service Oracle Utilities Customer to Meter	CX for Utilities Sales requires a supported Oracle Utilities CIS. 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: Knowledge Management Service Requests Computer Telephony Integration (CTI)	CX for Utilities Sales provides access to some features that are inherent to Oracle Fusion Service. See Using Knowledge Management for additional information about using Knowledge Management. For information about using service requests and call features, see the following topics in the Using Service Center in the Redwood Experience Guide: Service Requests Calls
Oracle Redwood Sales, which includes: Contacts Accounts Leads Opportunities Activities	CX for Utilities Sales provides access to some features that are inherent to Oracle Redwood Sales. See the Using Sales in the Redwood User Experience Guide for information on using Oracle Redwood Sales.