Finding and Opening a Customer's Account

The Bill Advisor search tool allows CSRs to find and open a customer's account.

Note:

Depending on your utility's setup and configuration, some search options may or may not be available. Contact your supervisor for more information.

To find and open a customer's account:

  1. Go to the Bill Advisor tab and use at least one of the search fields and filters. If the customer's account number is unavailable, try the customer's first name, last name or email address.
    • Account Number: Account number of the utility customer. This is usually located on the customer's bill.
    • First Name: First name of the utility customer.
    • Last Name: Last name of the utility customer.
    • Email Address: Email address of the utility customer. You can only search by email address if your utility provides the Oracle Utilities Opower web portal to customers.
    • Exact Name Matches Only: If this check box is selected, exact searches are enabled. Exact searches require the user to know the full account number, first name, last name, or email address (if applicable) of the customer. By default, the check box for using exact searches is selected.
    • Include Non-Recipients: If this check box is selected, Bill Advisor shows all customers at the utility, regardless of whether they receive Home Energy Reports. It is highly recommended that this check box be selected for all Bill Advisor searches because Bill Advisor experiences do not differ between recipients and non-recipients of Home Energy Reports.
    • Include Inactive Accounts: If this check box is selected, active and inactive accounts are shown in the results. If this check box is cleared, only customers with at least one active utility account are shown in the search results.
  2. Click Search.
    • If your search returns one result, an overview of the customer's account is displayed.
    • If your search returns multiple results, a list of results is displayed. Click a row to open the desired account.
    • If no accounts match the information you enter, the message "Your search returned no results" is displayed. Try another search. It is possible the information was entered incorrectly, or the customer may not be in the Oracle Utilities Opower program.