2 Getting Started

The Customer Service Interface (CSI) is an online support tool that provides utility support staff with the information and functionality they need to manage the Oracle Utilities Opower program and answer customer questions. It allows Customer Service Representatives (CSRs) to find customer accounts, view customer settings, and manage customer preferences.

The CSI may include an additional tab called Bill Advisor, which contains special insights to help CSRs resolve high-bill inquiries. This feature is sold separately and is not displayed by default. See Bill Advisor User Guide for more information. If you are unsure whether your utility has this feature, ask your supervisor.

Here are some tasks to get you started with supporting the Oracle Utilities Opower program:

• Learn about the purpose of the program. The Oracle Utilities Opower program was founded on a simple premise: it is time to engage the millions of people who are in the dark about their energy use. See Program Overview.
• Get answers to common customer concerns. Review the top concerns that customers express when using Oracle Utilities Opower products and services. See Frequently-Asked Questions (FAQs) .
• Review some good response tactics. Read these tips on how to deal with frustrated customers. See Response Tactics.
• Learn about the Customer Service Interface. The Customer Service Interface includes standard features for customer search, troubleshooting, and preference management. An administrator may assign you to one or more user roles, which determine your level of access to the system. See CSI User Guide and CSI Admin Guide.