This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Product | Feature | Notes |
|---|---|---|---|
| 16 MAY 2022 | Created initial document. |
Oracle Fusion Utilities Agent Experience Cloud Service simplifies the agent experience, and provides customer service representatives and managers with a variety of agent tools that reduce the cost-to-serve and provide elevated customer service. This solution integrates Oracle Utilities customer information with the Oracle Sales and Oracle B2B Service applications.
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Column Definitions:
Report = New or modified, Oracle-delivered, ready to run reports.
UI or Process-Based: Small Scale = These UI or process-based features are typically comprised of minor field, validation, or program changes. Therefore, the potential impact to users is minimal.
UI or Process-Based: Larger Scale* = These UI or process-based features have more complex designs. Therefore, the potential impact to users is higher.
Features Delivered Disabled = Action is needed BEFORE these features can be used by END USERS. These features are delivered disabled and you choose if and when to enable them. For example, a) new or expanded BI subject areas need to first be incorporated into reports, b) Integration is required to utilize new web services, or c) features must be assigned to user roles before they can be accessed.
| Ready for Use by End Users Reports plus Small Scale UI or Process-Based new features will have minimal user impact after an update. Therefore, customer acceptance testing should focus on the Larger Scale UI or Process-Based* new features. |
Customer Must Take Action before Use by End Users Not disruptive as action is required to make these features ready to use. As you selectively choose to leverage, you set your test and roll out timing. |
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|---|---|---|---|---|---|---|
| Feature |
Report |
UI or |
UI or |
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CX Industries Framework serves as a platform for seamless integration of applications. You can use this platform to integrate your application with other Oracle applications and third-party applications, which includes cloud services and on-premise systems. In addition, you can leverage data from various sources, use TM Forum Open APIs and REST APIs to configure and extend tailored experiences.
CX Industries Framework supports both synchronous and asynchronous interactions between the integrated applications. It hosts all the TM Forum Open APIs on Oracle Cloud Infrastructure API Gateway to secure and optimize the API interactions. It also ensures high availability and resiliency by using the Oracle Cloud Infrastructure Load Balancing service.
You can now configure routing using any standard REST API even if it doesn't adhere to the TMF Open API structure. You can perform this by mapping path elements from the REST API URL to the TMF elements, API and Resource.
TMF standards are still relatively new for most business applications and these application support their proprietary APIs. Mapping standard REST APIs to TMF elements would extend the routing functionality to non-TMF REST APIs.
Steps to Enable
You don't need to do anything to enable this feature.
Role Information
- DX4C_System_Administrator
- DX4C_System_Configuration_Viewer
The Work Queue provides easy access to all service requests and to do tasks to which the agent or manager has been assigned to or has access to. You can use the Work Queue to search for and sort service requests by your assigned queue, search for and update to do tasks assigned to you, and to identify high-priority items that need your attention.
You can use the Work Queue to improve the efficiency of your customer service agents by enabling them to access and manage all to do tasks and service requests in a single location.
Steps to Enable
You can configure your service request queue in Oracle Fusion B2B Service and assign to do tasks to customer service agents using the Supervisor Dashboard in Oracle Utilities Customer Cloud Service.
Tips And Considerations
You can configure your service request queue assignment rules in Oracle Fusion B2B Service, and then configure to do assignment rules separately in Oracle Utilities Customer Cloud Service. Once those rules are set, the Work Queue shows only the work items applicable to the logged in user.
Key Resources
The Customer List provides you with a list of all customers and contacts you can access. You can search and sort by name, phone number, or email address to easily identify a specific customer or contact. You can create new contact records, start service for new customers, or link existing contacts to a utility account. You can navigate to either the Customer 360 or Fusion Contact page depending on the relationship you need to manage.
You can use the Customer List to enable your customer service agents to quickly and easily search for customer records, and navigate to the record to take action.
Steps to Enable
Refer to Configuring Fusion Applications in the Oracle Fusion Utilities Agent Experience Implementation Guide for information.
Key Resources
You can use Customer 360 to see detailed information about a customer and their account. Agents can view the customer's interaction history with the utility, and access common actions like stopping service and enrolling the customer in payment assistance programs. Agents see contextual insights on the customer and can easily access Knowledge Management articles or service requests associated with the customer inquiry type.
You can use Customer 360 to improve agent efficiency by providing agents with a single dashboard to manage all customer inquiries. Customer 360 combines customer information from Oracle Utilities Customer Cloud Service with the contact information from Oracle B2B Service and Sales in a single interface.
Steps to Enable
You can set up the zones and preferences in Oracle Utilities Customer Cloud Service so that the customer information you want your agents to see is available. Refer to Understanding Portals and Zones in the Oracle Utilities Customer Cloud Service Administrative User Guide for more information.
You can also link specific Knowledge Management articles to specific locations within the Customer 360 dashboard using the Knowledge Management Article Configuration console. See Using Article Configuration in the Oracle Fusion Utilities Agent Experience Cloud Service User Guide for more information.
Key Resources
Use Knowledge Management to easily search for and access knowledge base articles that can help you answer customer questions. Managers can also attach articles to specified places within the interface to provide customer service agents with easy access to targeted information that can help them assist customers. You can access knowledge articles from the Knowledge Management tab on your home page, through article icons that appear within the interface, or by using an assistant command in the Customer 360 search bar.
Improve the efficiency of your customer service agents by providing them with targeted content that helps them answer customer questions quickly and accurately.
Steps to Enable
For information about setting up the Knowledge Management system, see Configure My Knowledge Features in the Implementing Knowledge Management Guide.
Key Resources
Computer Telephony Integration (CTI)
You can configure the Agent Experience solution to use Oracle's Computer Telephony Integration (CTI) features, which enable customer service managers and agents to manage their phone status, answer phone calls, and enter wrap up and call resolution notes directly from a collapsible dashboard that is available on all agent screens. This feature can be configured to require wrap up and call resolution categories that are critical for visibility and reporting associated with call center trends. The call wrap up notes are automatically displayed in the Customer 360 interaction history for the contact, providing a clear history of activity with the customer.
You can improve the efficiency of your customer service agents by enabling them to manage calls directly from the interface where they are viewing and managing customer and contact information. Screen pop routing also reduces the average call handling time.
Steps to Enable
To enable this feature, refer to the Overview of Computer Telephony Integration in the Implementing B2B Service Guide.
Key Resources