This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Module | Feature | Notes |
|---|---|---|---|
| 02 DEC 2022 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in this update.
HAVE AN IDEA?
We’re here and we’re listening. If you have a suggestion on how to make our cloud services even better then go ahead and tell us by submitting a service request. Wherever you see this icon after the feature name it means we delivered one of your ideas.
DISCLAIMER
The information contained in this document may include statements about Oracle’s product development plans. Many factors can materially affect Oracle’s product development plans and the nature and timing of future product releases. Accordingly, this Information is provided to you solely for information only, is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described remains at the sole discretion of Oracle.
This information may not be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates. Oracle specifically disclaims any liability with respect to this information. Refer to the Legal Notices and Terms of Use for further information.
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.
Business Logic Extensibility enables Tenants or Partners the ability to apply business logic extensions that won't be overridden during upgrades to the extended baseline.
In this release, CXIF provides the ability to discover which APIs are registered and configured inside CXIF. This API can be used by any application that shares the environment with CXIF. For example, you can use this API to discover which TMForum or Open APIs are available to applications in the CXIF environments.
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.
Use the enhanced Customer List to easily find and manage contact, prospect, and customer records. The Customer List enables customer service agents to easily identify whether a record is a contact, a prospect, or a customer. Based on the record type, the system provides the agent with the options they need to easily navigate to screens that help them answer common customer inquiries.
These updates provide more information and options to customer service agents, helping them improve efficiency by resolving common customer inquiries quickly and easily.
Use the Return to Work Queue button on the Service Request form to enable customer service agents easily to return to the Work Queue after navigating to a service request from the Agent Experience. Utilities can configure the text that appears on the button and the destination URL if they want agents to return to a location other than the Work Queue.
This button improves navigation and enables customer service agents to effortlessly return to the work that needs their attention.
Create Payment Plan with Oracle Intelligent Advisor
Use the Create Payment Plan option to access the payment plan workflow, which enables customer service agents to determine customer eligibility, view available payment plans, and enroll customers in approved plans.
This option enables customer service agents to use predefined eligibility rules and payment plans to easily set up up a valid plan for customers who have past-due balances.