Get to Know the UI and Features

Understanding the features and main areas of the interface helps you as you work within CX for Utilities Sales. The main areas to be aware of include:

Business List

The main features of the Business List include:

• The Business List provides you with a list of all accounts you can view. You can choose to view:
  • My Accounts
  • Favorite Accounts
  • All Accounts
• Search for accounts by name, primary address, contact information, industry, billing account ID, or premise address to easily access a specific account.
• Access Account 360.

Account 360

The main features of Account 360 include:

• View basic account information in the Account header, such as the primary contact and primary address.
• View contacts associated with the account.
• View the Oracle Fusion account details.
• View the account team.
• Mark an account as a favorite.
• View account insights.
• View and manage account debt.
• View and manage activities and tasks.
• View and compare billing information for selected billing accounts.
• View and compare usage information for selected billing accounts.
• View resolved and unresolved service requests.
• View and manage sales leads and opportunities.

Work Queue

The main features of the Work Queue include:

• The Work Queue provides easy access to all service request and to do tasks to which the agent or key account manager has access. The items that are displayed in the Work Queue are based on the user's security group and the configurations that are defined during implementation of the Oracle Fusion Service and Oracle Utilities systems.
• Search for and sort service requests and to do tasks using filters and sort options.
• Identify high-priority items that need your attention, and work on outstanding service requests and to do tasks.
• Assign service requests and to do tasks to yourself.

Knowledge Management

The Knowledge Management page tab provides you with easy access to Knowledge Management features, which enable you to access and manage articles that can help you answer customer questions. Customer service agents and key account managers are able to access all published articles from the interface.

For information about using the Knowledge Management system, see the Use My Knowledge topic in the Oracle Fusion Service library, which is available in the Oracle Help Center.

Call Features and Computer Telephony Integration (CTI)

The main call features include:

• If your solution is set up to use Oracle's CTI features, utility employees can manage their phone status, answer phone calls, and enter wrap up and call resolution notes directly from the interface.
• Call feature integration is used in both CX for Utilities Agent Service and CX for Utilities Sales. For information about using call features, see Use Call Features.