Managing Activities

The activities that are displayed in the Overview tab depend on whether you are viewing a Fusion account or a billing account.

When viewing a Fusion account, the activities are a subset of the activity stream that is available in Oracle Fusion Sales, and the Activities panel includes:

  • Pending: This section displays one record, which is the latest activity that is overdue or due in the future.
  • Recent: This section shows the last 5 activities completed for the account.

When viewing a billing account, the Activities panel includes the last 10 activities. To view the complete activity stream associated with the account you are viewing, click the View All Activities link at the bottom of the screen. The system opens the Activities drawer where you can view and manage the related activities.

You can also click on individual activities to view additional details, either in the Account 360 Overview tab or in the Activities drawer. When you have finished working with the activity record, you can close the drawer and return to the Account 360 Overview tab.

Activities that display here are grouped by categories, which include:

  • Conversation Message: These include:
    • Calls: Call activity records for both inbound and outbound calls are displayed only if you are using a CTI integration. When you click on a call activity record, the system displays the name of the agent that took the call, the date and time of the call, and if available, the call resolution and wrap up notes. For customers that have multiple billing accounts, calls in the activity feed are filtered to display only the calls that are associated with the billing account you are viewing.
    • Chats: Chat activity records display only if you are using a CTI integration. They include the name of the agent that replied to the chat, the customer that started the chat, the date and time of the chat, and if available, the chat resolution, chat summary and chat transcript. For customers that have multiple billing accounts, chats in the activity feed are filtered to display only the chats that are associated with the billing account you are viewing.
  • Email: Email activity records show the date and time on which an email was sent, the to and from email addresses, and the subject line in the activity feed. When you click on the email, you can view the body of the email.
  • Service Task: Service task records show interactions that were completed by contacts using self-service methods. When you click on a self-service activity record, the system displays details about the task.
  • Financial Information: This category includes:
    • Bill: A bill record displays the date and amount a bill issued on the billing account. Many bills can be produced for the billing account over time. Bills charge for the utility services and products supplied to a customer. When you click on a bill activity record, the system opens the Bill Drawer, which displays details about the bill.
    • Payment: Payment records show all payments that have been made on the billing account. When you click on a payment activity record, the system opens the Payment drawer, which displays details about the payment.
  • Service Request: Service request records show all open, closed, an in-progress service requests associated with the billing account. The activity feed displays the service request title, status, severity, and category. When you click on a service request activity record, the system opens the service request in the Oracle Fusion Service system.
  • Note: Note activity records show all notes attached to a billing account. The activity feed displays the user ID of the person who created the note, the note title, the beginning of the note text, and the date and time the note was created.
  • Customer Information: This category includes:
    • Customer Contact: Customer contact records show instances of when a person associated with the account has contacted the utility. When you click on a customer contact activity record, the system opens the Customer contact drawer, where you can view information about the customer, the contact, and the characteristics associated with the interaction. You can also use the View in CIS link to access the customer contact record in your Oracle Utilities customer information system.
    • Case: Case records show all instances of when a case was opened for the account in your Oracle Utilities CIS.
    • Rebate Claim: Rebate claim records identify all instances of a customer applying for a rebate.
  • Service Order: Service order activities track work requests at service point locations. These activities dynamically orchestrate the required actions based on the current state of the service point and desired outcome. For example, creating an Enable Service activity for a new service request may trigger additional related activities. Service order activities may be completed by field crews or executed automatically, such as through smart meter commands.

    Note:

    Field activities generated through Service Order Management orchestrations and integrations are listed under the Service Order category. For additional information, see the topic "Service Orders" in the Business User Guide for your Oracle Utilities customer information system, available in the Oracle Utilities Help Center.
  • Field Order: Field order activities track work performed by utility field personnel at service point locations. These activities, such as manual meter installations, are sent to the field work system for scheduling and assignment to crews. When the work is completed, the activity status is updated by the field work system.

    Note:

    Field activities created using classic Customer Care and Billing templates and integrations are listed under the Field Order category. For additional information, see the topic "Field Activity Maintenance" in the Business User Guide for your Oracle Utilities customer information system, available in the Oracle Utilities Help Center.
  • Credit and Collection: This category contains the following record types:
    • Collection Process
    • Severance Process
    • Write Off Process
    • Pay Plan Overdue Process
    • Payment Arrangement
    • Cut Process
    • Credit Rating History
    • Cash Only History
  • Outage Call: These records identify instances when the customer called in regarding an outage.

See the Oracle Sales Help Center for additional information about working with Fusion accounts and activity records.

See "Activities" in the Business User Guide associated with your CIS system, available in the Oracle Utilities Help Center for additional information about working with activity records associated with a billing account.

View Account Activities

To view account activities:

  1. Access Account 360 for your account. Optionally, you can then search for and select a billing account. The remaining steps are applicable regardless of whether you are viewing a Fusion account or a billing account.
  2. Click the Overview tab.
  3. View the records in the Activities section.
  4. To view additional activities and manage activities, click the View All Activities link.
  5. The system opens the Activities drawer.
  6. Use the filter fields at the top of the drawer to narrow your list by activity type or date range.
  7. Review the list and click on individual activities as needed to view and manage activity details.
  8. Depending on the activity you select, the system opens the activity in the source system or relevant drawer. For example:
    • Clicking on a service request activity opens the service request in edit mode in Oracle Fusion Service.
    • Clicking on a bill activity opens the Bill drawer in Account 360.
  9. Update your activity as needed and then save your changes.
  10. Return to Account 360 to continue working.

Parent topic: Using the Overview Tab