Actions

View Customer's Web Account

The View Customer’s Web Account link allows CSRs to access a customer's web account in the Energy Efficiency Web Portal or Oracle Utilities Energy Management Web Portal. CSRs can then see the product interface much like the customer sees it, except they cannot modify the customer’s email address or password (if applicable). The tool enables CSRs to better assist with customer questions and troubleshooting, or to opt customers out of reports.

Viewing Customer Web Account Details

The View Customer Web Account Details link allows CSRs to help a customer complete the account creation process.

Note:

This link only appears if a utility provides a standalone version of the Energy Efficiency Web Portal or Oracle Utilities Energy Management Web Portal to its customers and has not enabled single sign-on (SSO). Moreover, this link only appears if a customer has registered their web account.

After a customer signs up for a web account on the Energy Efficiency Web Portal or Oracle Utilities Energy Management Web Portal, they receive an email through which they can confirm the account creation. Confirming the account creation is the final step in the web account creation process.

If the customer does not receive the confirmation email for some reason (for example, if it goes into their spam folder) or needs help confirming the account creation, CSRs can perform the confirmation step for the customer. Once the customer’s web account creation has been confirmed, the customer can log into the account.

The Customer Web Account Details screen displays the following details about the customer’s web account:

Account Creation Date: The date and time when the customer signed up for a web account.
Username: The username chosen by the customer for their web account.
Account Creation Confirmed: Indicates whether the customer has completed the final step of confirming the account creation. If this field contains a value of No, there will be a Confirm Account Creation option next to the field. Users can select this option to perform the confirmation step on behalf of the customer.

Managing Communication Preferences

The Manage Communication Preferences link enables CSRs to help customers modify setting related to the Oracle Utilities Opower communications they receive from the utility.

In the CSI, you have various options to manage communication preferences for your customers. Some options may be hidden depending on which products are provided by your utility. You may also see a message explaining that no communications for a specific type of product are available for a given customer account. Moreover, in some cases, you may be able to manage properties for products the customer is ineligible to receive.

Communication and Alert Recipients

The Communication and Alert Recipients section allows users to view and modify the recipients associated with a customer account. The section will display information for the primary account at a minimum. Recipients are contacts who can be selected to receive communications and alerts related to the account.

Recipient Details: The contact details for each recipient are provided. Any recipient other than the primary recipient can be removed. The name, email address, SMS (text) number, and voice message number can modified for each recipient. Additionally, each recipient must have a name and at least one communication type. The communication type determines which communications and alerts a recipient has the option to receive.
Create New Recipient: Customers can specify other recipients to receive communications. If a product allows additional recipients to be added, customers can add up to 10 additional recipients.

Note:

When contact information is added or updated, basic validation is used to ensure that the phone number and email address resemble real values. However, these values are not automatically tested or verified, so it is possible to enter incorrect or inaccurate information, even if it looks correct.

Communication and Alerts

The Communications and Alerts section provides a list of the communications that recipients for the utility account can receive.

Additional recipients can be added for some communications. When a CSR selects the option to add a recipient, a drop-down list displays and allows them to select from recipients that have been created in the utility account profile. Applicable channels can then be selected or cleared for each recipient. If all applicable recipients are added, then the option to add more recipients is hidden.

Note:

If a recipient is added for a communication that they are not eligible to receive, then the recipient will not receive it. However, the communication will remain selected in the settings. The eligibility requirements for each communication vary by utility. If you need eligibility details, ask your supervisor or contact My Oracle Support.

Home Energy Reports Section

Mail: This option controls whether the customer receives a printed Home Energy Report. This option will only display if the customer is already a recipient of print Home Energy Reports. This is because Home Energy Reports are an opt-out program only. Recipients can not be added for Home Energy Reports because they are only sent to the primary mailing address for the utility account.

Email: The email option controls whether the customer receives an Email Home Energy Report. This option can be displayed whether or not the customer is already receiving Email Home Energy Reports. Additional recipients can be added.

Weekly Energy Updates Section

This section controls whether a customer receives Weekly Energy Updates. Weekly Energy Updates are only available for the email channel.

High Bill Alerts AMI Section

This section controls whether a customer receives a High Bill Alerts AMI. The available channels include email and SMS.

Peak Time Rebates Section

This section controls whether a customer receives Peak Time Rebates. The available channels include email, SMS, and voice.

Widget Gallery

The Widget Gallery link enables CSRs to view all embedded Digital Self Service - Energy Management widgets associated with a customer. The CSR can then see the widget as the customer sees it and answer customer questions more effectively.

Note:

The widget gallery is only available for utilities that have embedded widgets as part of the Digital Self Service - Energy Management Cloud Service. For more information about this cloud service, see the Oracle Utilities Opower Digital Self Service - Energy Management Cloud Service Product Overview.

Navigation: The widget gallery includes a navigation menu with links to all the available widgets.
Widgets: Depending on your setup and configuration, widgets are organized by a single alphabetical list or by page and then widget. The gallery displays the version of the widget that is being used for the customer, and the content of each widget matches what the customer sees. A CSR can interact with a widget in the same way a customer can. For example, a CSR can select links and menus, or perform tip actions if applicable. If a CSR and a customer are using a widget at the same time, any changes made are preserved for the last person who made the changes.