Providing Customer Support

The customer support capabilities of the Digital Self Service - Energy Management Web Portal vary depending on whether the portal is implemented as a standalone instance, or if it is seamlessly integrated with a utility’s website and uses embeddable widgets.

Supporting Customers with Standalone Digital Self Service - Energy Management

Customer Service Representatives (CSRs) with the proper permissions have the ability to access customer web accounts in the standalone Digital Self Service - Energy Management Web Portal from a link in the Oracle Utilities Opower Customer Service Interface. CSRs are prompted to confirm that they have permission from the customer to view the account.

After logging in, the Digital Self Service - Energy Management Web Portal appears to the CSR much like it does to the customer, and the CSR is better positioned to answer questions about the customer's account. The only differences are that a CSR cannot modify the customer’s email address or password.

CSRs can access the Digital Self Service - Energy Management Web Portal for every customer in the Oracle Utilities Opower program, regardless of whether the customer has created a web account. If a CSR and customer are making modifications at the same time, the changes are preserved for the last person that commits their changes.

See Supporting Digital Self Service - Energy Management for more information.

Supporting Customers with Embedded Digital Self Service Widgets

In embedded integrations of the Digital Self Service - Energy Management, one or more widgets are embedded within the pages of a utility's website. To provide customer support for these widgets, CSRs can open a customer's profile in the Customer Service Interface tool and access a widget gallery where they can view the widgets associated with that customer. The CSR can then view a widget as the customer sees it, and more quickly answer customer questions.

See Supporting Digital Self Service - Energy Management for more information.