Providing Customer Support

Customer Service Representatives (CSRs) with the proper permissions have the ability to access customer web accounts in the Oracle Utilities Opower web portal from a link in the Oracle Utilities Opower Customer Service Interface. CSRs are prompted to confirm that they have permission from the customer to view the account.

After logging in, the web portal appears to the CSR much like it does to the customer. If a customer has a question about the web portal or their usage, this allows the CSR to reference what the customer can see. The only differences are that a CSR cannot modify the customer's email address or password.

CSRs can access the web portalfor every utility in the Oracle Utilities Opower program, regardless of whether the customer has created a web account. If a CSR and customer are making modifications at the same time, the changes are preserved for the last person that commits their changes.

See the Oracle Utilities Opower Customer Service Interface - Program Management Product Overview for more information.