Enrolling and Unenrolling Customers Using Process Flow

Enrollment and unenrollment processing in Oracle Utilities Digital Asset Cloud Service and Oracle Utilities Digital Asset Management can be initiated, monitored, and maintained using the Process Flow portal and functionality. This allows users to step through a series of panels on which they enter information about the customer, their location, and the controllable device. See About Enrollment and Unenrollment for more information.

Enrollment and unenrollment process flows are initiated from the Eligible Programs zone of the Customer View portal.

When navigating between panels on the Process Flow portal, the Next and Previous buttons allow you to move to the next or previous panels in the process respectively. To save your progress and settings before moving on to the next panel, click Save. Click Finish on the Summary panel to mark the process flow as Closed. To cancel the process, click Cancel Process. This transitions the service task to the "Canceled" state. See Action Method in the Administrative User Guidefor more information the process flow functionality.

The following sections describe the content on the different panels used in enrollment and unenrollment process flows.

Note: If the Location Required Source field is set to "No" on the program's program type, some enrollment steps are skipped.

Customer

The Customer panel is used to specify data about the customer, associated with the enrollment or unenrollment process. This includes the following:

Customer Information: This section displays information about the customer, including:

  • Metered Service: The customer's metered service record

  • Name: The customer's name

  • Phone: The customer's phone number

  • Email: The customer's email address

Location Information: This section displays information about the customer's location, if applicable, including:

  • Metered Service Point: The customer's metered service point.

Interaction Details: This section is used to capture details around customer interaction. The information in this section is used to create Customer Communications. See About Customer Communications for more information.

  • Channel: The channel used for the communication, such as email or phone

  • Class: The class of the communication, such as enrollment, unenrollment, trouble report, and so on

  • Category: The category of the communication, such as written or verbal

  • Notes: Notes associated with the communication

Program Enrollment / Program Unenrollment

The Program Enrollment panel is used to determine if the customer is eligible for the program, and includes the following: the program,

Program Information: This section displays information about the program, including:

  • Program: The program in which the customer will be enrolled (or from which the customer will be unenrolled).

  • Start Date: The start date of the customer's enrollment in the program (will be used as the program subscription's Start Date). Applicable only to enrollment processes.

  • Stop Date: The stop date of the customer's enrollment in the program (will be used as the program subscription's End Date). Applicable only to unenrollment processes.

Qualification Questions: Enrollment Only. This section lists the qualification questions associated with the selected program. These are taken from the Qualifications configured on the program (see About Programs ).

Informational Questions: Enrollment Only. This section lists the informational questions associated with the selected program. These are taken from the Informational questions configured on the program (see About Programs ).

Controllable Devices: Unenrollment Only. A list of controllable devices installed at the device location

Interaction Details: This section is used to capture details around customer interaction. See description above.

When the use clicks Next on this panel, the system compares the answers provided in the Qualification sectionanswers the against "correct" answers configured on the program and checks the customer's eligibility for the program based in the program's Program Initiative (see Understanding Program Initiatives ).

This panel is applicable only to enrollment processes.

Related Program Enrollment

The Related Programs panel is used to enroll the customer in a related program, and includes the following:

Related Programs: section allows you to select other programs that the customer may be currently enrolled in.

Qualification Questions: This section lists the qualification questions associated with the selected related program, if applicable. These are taken from the Qualifications configured on the program (see About Programs ).

Informational Questions: This section lists the informational questions associated with the selected related program, if applicable. These are taken from the Informational questions configured on the program (see About Programs ).

Interaction Details: This section is used to capture details around customer interaction. See description above.

This panel is applicable only to enrollment processes.

Device Setup

The Device Setup panel is used to manage device setup activities (based on the service task's service task type), and can include the following:

Asset Information: This section defines details regarding the asset related to the program enrollment or unenrollment, including:

  • Installation Method: Enrollment Only. The installation method for the controllable devices associated with the enrollment process. Options include:

    • Ship Device: The utility will ship the device to the customer.

    • Utility Installation: The utility will install the device at the customer's device location.

  • Removal Method: Unenrollment Only. The removal method for the controllable devices associated with the unenrollment process. Options include:

    • Keep: The customer or utility will keep the device after its removal.

    • Ship Device: The customer will ship the device to the utility.

    • Utility Removal: The utility will remove the device at the customer's device location.

  • Asset Ownership: Who owns the asset. Options include:

    • Customer Owned: The customer owns the asset/device.

    • Utility Owned: The utility owns the asset/device.

Work Order Activity List: This section defines details regarding work activities related to the program enrollment or unenrollment (if applicable). This includes the ability to select an appointment for work activities and field activities. Do the following for each activity type:

  • Enter a date in the Appointment Date field to view a list of available appointments for that date . The appointment lists displays available appointments for the activity type, including start and end date and time, and the crew assigned.

  • Select the appointment you wish to assign to the activity type.
Note: Crew types, crew shift types, crews, and crew shifts must be set up in order to select appointments. Refer to the Scheduling sections in the Business User Guide and the Administrative User Guide for more information.

Interaction Details: This section is used to capture details around customer interaction. See description above.

Summary

The Summary panel displays a summary of information related to the enrollment or unenrollment process, including:

  • Enrollment Task: The Service Task used by the process and its current status

  • Customer Information: Contact and identification for the customer, including the customer's Metered Service record

  • Program Information: The program the customer will be enrolled in (or unenrolled from) and the start date or stop date (respectively)

  • Location Information: The device location, including the customer's Metered Service Point

  • Interaction Details: Customer interaction details from previous panels

Click Finish on the Summary panel to mark the process flow as Closed. Click Cancel Process to cancel the process.