Recommendations

The Recommendations zone provides specific recommended actions or insights you can review and take for the customer. Recommendations are displayed as cards across the top of the Overview tab, and you can use the arrows to the right and left of the cards to scroll through them. You can also select the View All link below the list of recommendation cards to view all of the recommendations in a drawer.

Some cards are actionable, and include buttons that let you to perform an action, such as enrolling a customer in an e-bill program. For information on how to enroll customers in programs from these insights, see Billing Highlights.

Other cards are informational, and provide details that might assist in answering the customer's query. For example, a card might tell you that the customer is in the severance process, and provide details about the severance dates and the amount due.

If you are using the Service Guide, you can configure the system can detect what is being said while you are talking with the customer. If the list contains recommendations that can assist you with the call, based on the conversation, Service Guide highlights the recommendation cards and moves them to the beginning of the Recommendations zone during the call so you can easily access them.

If your system is integrated with Oracle Fusion Knowledge Management, some cards also contain a book icon that enables you to view a knowledge article about the specific recommendation, standard operating procedures, and program rules, as defined by the utility. For additional information about viewing and using Knowledge Management, see Using Knowledge Management.