Customer 360 - Customer Activity

The Customer Activity History Zone is a grid that summarizes a variety of account-related events (in reverse chronological order). Use the Filter By drop down to select or deselect activity types to display. Clicking on the activity record transfers you to an appropriate page.

This zone displays similar information as the Account Activity History Zone, with a number of additional activity types added. The following table lists the additional types of information that may appear in this zone and the page to which you will be transferred when selecting the activity record:

Note: The Activity History Configuration Master Configuration can be used to exclude certain activities from appearing in this zone.


Activity Label	What Is Displayed	Drill Down Transfers You To
Bill. One row is displayed for every Completed bill linked to the account.	The bill amount, bill due date, number of days in the bill period, and bill date.	Bill
Payment. One row is displayed for every Frozen payment linked to the account.	The payment amount, the payment events tender type(s), payment status, and payment date.	Payment
Self Service Task. One row is displayed for every self service task linked to the account.	The self service task type description, self service task status, and creation date time.	Self Service Task
Business Flag. One row is displayed for every SP-based business flag linked to the accounts SA/SP's.	The business flag type description, status, and create date/time	Business Flag
Device Event. One row is displayed for every device event pertaining to paired device event types (e.g., power outage/restoration) and device event types configured to trigger service issue monitors.	The device event type description, status, and event date/time	Device Event
Service Order Field Activity. One row is displayed for every service order field activity that is not linked to a parent orchestrator activity.	The activity type description, service address information, status	Activity
Service Order Orchestrator Activity. One row is displayed for every service order orchestrator activity.	The activity type description, service address information, status	Activity

Customer Activity History Summarization

Customer Activity History Summarization uses generative Artificial Intelligence (Gen AI) models to compile and provide a summary of recent customer activity history information. The intent is to help agents and other system users understand recent customer activity more easily instead of having to read through a list of recent activity.

Note: Customer Activity History Summarization is available only in Oracle Utilities Customer Cloud Service.

See Enabling and Configuring the Customer Activity History Summarization Feature for more information about enabling and configuring this feature. Once enabled, the zone is loaded with the summarization already in place.

Note:

Customer Activity History Summarization is available under Limited and Controlled Availability for select Early Adopters in approved regions.
Customer Activity History Summarization relies on generative AI models that must be deployed as part of your cloud service implementation. Please contact your Oracle Customer Success Manager if you wish to use Customer Activity History Summarization.
Customer Activity History summaries are prepared by generative AI. Carefully review and verify them against trusted sources, as they may include out-of-date, inaccurate, or incomplete information.

Enabling and Configuring the Customer Activity History Summarization Feature

The Customer Activity History Summarization feature is enabled via the Activity History AI Summary Configuration master configuration. This master configuration also allows you to configure the amount of data displayed. Refer to the embedded help for details concerning configuration options in this master configuration.