Logging Self-Service Tasks

Customer contacts allow CSRs to see what transactions have been performed on a customer's account. Customer contacts can be created for self-service actions that customers perform using the Digital Self Service - Transactions Web Portal, including:

  • Login to account
  • Enroll in budget billing
  • Create start, stop, or transfer service requests
  • Create an account verification request
  • Invite guest users
  • Enroll in autopay
  • Schedule a one-time payment

Note: This documentation provides steps to complete these configuration tasks using Oracle Utilities Customer Care and Billing. However, many of these tasks can be completed with other applicable products such as Oracle Utilities Customer to Meter or Oracle Utilities Customer Cloud Service. Refer to your applicable product documentation for steps to complete the configuration using your Oracle Utilities product. Additionally, this documentation assumes that you know how to create the various objects listed below as well as modify or create master configurations. For additional details on these tasks, refer to the applicable Oracle Utilities Documentation.

To configure customer contact creation for self-service tasks:

You must complete the following configurations to create customer contacts for self-service tasks completed for a customer account.

  1. Log in to Customer Care and Billing.
  2. From the Admin menu, select General, and select Master Configuration. From the Master Configuration zone, select the Edit option for the CC&B Self-Service Integration master configuration. The master configuration is displayed.
  3. From the Self-Service Tasks zone, select an applicable Customer Contact Class and Customer Contact Type. To define customer contacts to track when a customer logs in to their account, see Alerts and Notifications.
  4. Click Save to save the changes to the master configuration.
  5. For each self-service task that uses customer contacts, the supporting Business Objects must also be configured to trigger customer contact creation. This requires modifying the lifecycle of the applicable Business Objects, and including the required algorithm, C1-CRECCLOG, to trigger customer contact creation. After accessing a Business Object, select the Lifecycle tab to configure the lifecycle states.
    • Include the C1-CRECCLOG algorithm on the Complete and Error lifecycle states for the WX-AccountVerifyTask (Account Verification Task) Business Object.
    • Include the C1-CRECCLOG algorithm on the PROCESS-REQ lifecycle state for the C1-StartStopRequestTask (Start/Stop Request Task) Business Object.
    • Include the C1-CRECCLOG algorithm on the Pending lifecycle state for all other Business Objects, including:
      • CX-AccountVerifyTask (Account Verification Task AND/OR)
      • C1-BudgetTask (Budget Task)
      • CX-WebUserInvitationTask (Web User Invitation Task)
      • WX-AutoPayTask (Automatic Payment Setup Task)
      • WX-OneTimePayTask (One Time Payment Task)

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