Customer Search

The search tool in the Program Management area provides search fields and filters to allow CSRs to find and open a customer's account. This information equips the user to answer questions and process requests related to this customer’s account. All user roles can search for a customer account based on the information below.

• Customer Account Number: The utility account number as it appears in the data transmitted to Oracle Utilities by the utility. This includes dashes, spaces, or any other characters included in the data. For the customer’s convenience, this number should match the account number located on their bill. Note: If customers have more than one account number, additional fields will appear to allow users to search by any of the account numbers.
• First Name and/or Last Name: The account holder’s first and last name.

The user may have the option to exclude non-recipients and inactive accounts from the search results, or search by email address.

If the search returns one account, the account details appear. If the search returns more than one account, users can choose an account from the list of results to display the account details.

Exact Searches

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.

Wildcard Searches

Wildcard searches are enabled when the Exact Name Matches Only check box is cleared. A user may want to use a wildcard search when only a partial query term is available for a given search field. Wildcard searches can be performed on the account number, first name, and last name.