Accessing a Customer's Account

Customer Service Representatives with the proper permissions can access a customer's Digital Self Service - Energy Management Web Portal account using the Oracle Utilities Opower Customer Service Interface (CSI) to assist with questions and troubleshooting. When you do this, you can see the Digital Self Service - Energy Management Web Portal much like the customer sees it.

Note: The steps below are for standalone instances of the Digital Self Service - Energy Management Web Portal.

To access a customer's account:

1. Sign in to the Customer Service Interface.
2. Find and open the customer's account.
3. On the customer's account page, in the Actions area, click View Customer’s Web Account. A permission confirmation page displays.
4. Ask the customer for permission to view their web account. Once you have permission, click Proceed. The customer's web account opens in a new tab.
5. Switch to the new tab to enter the customer’s web account.

Note: If you and the customer are on the web portal at the same time, any changes made are preserved for the last person that commits their updates.